Cisco Cisco WebEx Support Center WBS29.13 Administrator's Guide
Chapter 2: Manage Users
36
Privilege
Description
Service Desk
Enable Service Desk, view and edit roles.
WebACD Preferences
If you enabled WebACD for this user, indicate if the user is an
agent, manager, or both. To service a Call-Me-Back queue, this
user must have telephony privileges. To select queues to assign to
the user, click Select Queues.
agent, manager, or both. To service a Call-Me-Back queue, this
user must have telephony privileges. To select queues to assign to
the user, click Select Queues.
An agent and the number of simultaneous sessions the agent
can handle.
can handle.
An agent and if the agent can accept Remote Support inbound
requests.
requests.
An agent and if the agent can
automatically assign all or specified
Remote Support queues.
automatically assign all or specified
Remote Support queues.
A manager and which agents and queues the manager can
monitor.
monitor.
A manager and if the manager can automatically assign all or
specified Remote Support queues.
specified Remote Support queues.
A manager and if the manager can automatically assign all
Remote Support agents.
Remote Support agents.
1
In the Contact Information section, enter the numbers for office, cell, and
alternate phone, and address information. Select the Call-back check box
to enable call-back to each phone number. Select Call-in authentication
to require call-in authentication for attendees.
alternate phone, and address information. Select the Call-back check box
to enable call-back to each phone number. Select Call-in authentication
to require call-in authentication for attendees.
2
Click Add.
Select Queues for WebACD
1
On the navigation bar, select Manage Users > Add User or Edit User
List.
List.
2
Scroll down to WebACD Preferences and click Select Queues.
3
Check the box next to the name of the Queues you want to add, and click
Add.
Add.
4
Click Update.