Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual

How to Create Cisco Unified Contact Center Enterprise Voice-Only Agents.......................................36
How to Delete Cisco Unified Contact Center Enterprise Voice-Only Agents.......................................36
How to Create an Agent Supervisor....................................................................................................37
How to Delete an Agent Supervisor.....................................................................................................38
How to Create Agent Teams................................................................................................................38
How to Delete Agent Teams................................................................................................................38

How to Configure Not Ready Reason Codes...........................................................................................39
How to Configure Agent Features............................................................................................................40

How to Configure Cisco Unified Contact Center Enterprise for Redirection on No Answer Situations on
IP IVR..................................................................................................................................................40
How to Configure Cisco Unified Contact Center Enterprise for Redirection on No Answer Situations on
Cisco Unified Customer Voice Portal...................................................................................................41
How to Configure Automatic Wrap-Up.................................................................................................43
How to Configure Supervisor Assist and Emergency Alert Situations.................................................43

How to Configure a Device Target with Cisco Unified Contact Center Enterprise ..............................49
Setting Up Duplicate Extensions in Multi-Site Cisco Unified Contact Center Enterprise Installations..50

On Unified CM.....................................................................................................................................50
Using the Configuration Manager........................................................................................................50
How to Enable Sub-skill Peripherals and Skill Groups.........................................................................51

Understanding the Dialed Number Plan..............................................................................................53
Using the Dialed Number Plan to Ensure Cisco Unified Intelligent Contact Management Routing of
Agent Calls..........................................................................................................................................54
Using the Dialed Number Plan to Set Up Basic Dialing Substitutions.................................................54

Wildcard Pattern..................................................................................................................................55
Routing Client......................................................................................................................................56
Post Route...........................................................................................................................................56
Dialed Number.....................................................................................................................................56
Dial String............................................................................................................................................56
Using the Dial String for Speed Dialing...............................................................................................57
Using the Dial String for Alphanumeric Substitutions..........................................................................57
Dial Number Type Plan........................................................................................................................57

How to Use the Dialed Number Plan to Ensure Cisco Unified Intelligent Contact Management Routing
of Agent Calls......................................................................................................................................58
How to Use the Dialed Number Plan to Set Up Basic Dialing Substitutions for Agent Calling............59

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)