Cisco Cisco Collaboration Server (CS) Maintenance Manual

Collaboration Server Administration Guide – Version 5.0 

With the Cisco Customer Contact Software Platform, a single 

agent can be enabled to work on a variety of  applications 
throughout the enterprise.  Stored in the ICM database, agent 

records for these multi-media agents can be viewed and 
managed from every application in the integrated 
configuration.  

 

Before creating agents to work on the Collaboration Server, you should understand 

Agent settings that will be stored in the ICM database 

• 

• 

In t
use

• 

e 

 Administration desktop.  When you complete the wizard, Note that 

the agent is created both in the ICM database and in the local Collaboration 
database. Once an agent resides in the ICM database, the agent can be enabled 

on any of the applications that are part of the ICM multi-media 

configuration. 

ng agen

 the Collaboration Server. If agents already exists on 

 enab

 work on the Collaboration Server using the 

istration 

u en

e ICM, you store 

information about the agent in the local Collaboration database. 

Note: When enabling an agent from E-mail Manager to work on Collaboration 
Server, you are not given the option to select the 'Allow agent to change 

phonesets.   To modify these settings, you should 

View/Change the agent as usual. 

these concepts: 

•  Managing agents in an ICM-integrated environment 

• 

Collaboration-only agent settings 

Agent login forms 

he ICM-integrated configuration, you have two options for setting up agents to 

 Web Collaboration: 

Creating new agents on the Collaboration Server. You create new agents on th
Collaboration Server using the Agents: Create wizard, accessed through the 
Collaboration

to work 

•  Enabling existi

ts on

the ICM, you can

le them for

Agents: Enable wizard, 
desktop.  When yo

accessed through the Collaboration Admin

able an agent that already exists on th

terminals' checkbox.  If you enter a Terminal ID and/or ACD Password, 
Collaboration Server does not allow the agent to change terminals/phonesets.  If 

you enter neither a Terminal ID nor ACD Password, Collaboration Server allows 
the agent to change terminals/

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