Cisco Cisco Collaboration Server (CS) Maintenance Manual

About Collaboration agents in an ICM-Integrated environment 

Similarly, because agents who reside in the ICM database may be used on other 

lications, you cannot delete agents if you want to discontinue their work on the 

laboration Server. Instead, you disable agents for work on the Collaboration 

ver. Multi-media agents can be deleted only

app

Col
Ser

 from the ICM configuration tools . 

Wh

the

nfo (login name, password, and so forth) 

•  ICM peripheral. Each agent must be associated with an ICM peripheral. ICM 

rform ag

and skill group tracking and reporting. 

 or enable an agent 

Collaboration, you specify whether the agent should be enabled for 

voice.  Agents should be enabled for voice if they will be using the phone for 

n (with IPCC or legacy ACDs). 

If you choose to enable the agent for voice, you must enter a Agent ID. This 

If you enabled the agent for voice, the Agents: Create wizard will allow you to set 

t the agent is 

ltaneously. 

p. Doing so will prevent agents from receiving two or more tasks at the 

same time. 

en you use the Collaboration Administration desktop to create agents, you specify 

 following setting that will be stored in the ICM database. 

•  Agent i

peripherals pe

ent 

•  Voice Agent ID  (fo

for Web 

 Voice agents only). When you create

Blended Collaboratio

Agent ID is the agent's logical ID on the ACD or IPCC.  

up properties for ensuring blended login. Blended login ensures tha

able to log in to the Collaboration Server and the ACD or IPCC simu

Important: You should ensure that each agent is available only in one type of 

Skill Grou

Routing and skill groups 

ICM Routing 

Settings for blended login 

About settings for Blended Collaboration agents 

W
s

hen using the Collaboration Administration desktop to create or enable agents, you 

pecify the following Collaboration-only agent settings. These will be stored only in 

the local Collaboration database. 

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