Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Administrator's Guide
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Cisco Customer Response Solutions Administration Guide, Release 6.0(1)
Chapter 4 Provisioning Cisco Unified CCX
Creating, Modifying, and Deleting Skills
Creating, Modifying, and Deleting Skills
Skills are customer-definable labels assigned to agents. Unified CCX Enhanced
and Premium packages can route incoming calls to agents who have the necessary
skill or sets of skill to handle the call.
and Premium packages can route incoming calls to agents who have the necessary
skill or sets of skill to handle the call.
This section describes:
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Creating a Skill
To create a skill, complete the following steps.
Procedure
Step 1
From the CRS Administration menu bar, choose Subsystems > RmCm.
The Unified CCX Configuration web page opens, displaying the RM JTAPI
Provider area.
Provider area.
Step 2
On the Unified CCX Configuration navigation bar, click the Skills hyperlink.
The Unified CCX Configuration Skills summary web page opens.
Step 3
Click the Add a New Skill hyperlink.
Note
When the system reaches the maximum number of skills that can be
created, the Add a New Skill hyperlink no longer appears.
created, the Add a New Skill hyperlink no longer appears.
The Skill Configuration web page opens.
Step 4
In the Skill Name field, enter a description of a relevant skill (for example,
French).
French).
Step 5
Click Add.