Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Administrator's Guide
Chapter 4 Provisioning Cisco Unified CCX
Creating, Modifying, and Deleting Skills
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Cisco Customer Response Solutions Administration Guide, Release 6.0(1)
The Unified CCX Configuration Skills summary web page opens, showing the
skill in the Skill Name column and the total number of skills that exist in the
system.
skill in the Skill Name column and the total number of skills that exist in the
system.
Modifying an Existing Skill Name
To modify a skill name, 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 Skills Configuration summary web page opens.
Step 3
In the Skill Name column, click the skill that you want to modify.
The Skill Configuration web page opens.
Step 4
Modify the name of the skill in the Skill Name text field.
Step 5
Click Update to apply the modifications.
The Skills Configuration summary opens, displaying the modified skill name in
the Skill Name column.
the Skill Name column.
Deleting a Skill
When you delete a skill, the skill is removed automatically from any agents and
CSQs to which is was assigned. Before deleting a skill, reassign agents or CSQs
to different or new skills.
CSQs to which is was assigned. Before deleting a skill, reassign agents or CSQs
to different or new skills.
To delete a skill, complete the following steps.