Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Administrator's Guide

Once you assign agents to resource groups and skills (if you are using either of 
the Unified CCX Enhanced or Premium versions), you can create a CSQ (see 

This section describes:

Agent information on the Unified CM is updated in Unified CCX at 10-minute 
intervals. If you modify an agent’s record in Unified CM (for example, changing 
the Unified CCX extension or deleting the agent), the agent’s information in the 
Unified CCX RmCm subsystem is updated at the next interval. You can update the 
Unified CCX information in the CRS Administration at any time by selecting 
Subsystems Unified CCX extension of an agent who is currently logged in, the 
agent will continue to use the old extension until the agent logs off. The agent 
must log off and then log back in to the Cisco Agent Desktop to get the new 
extension.

When Cisco CRS detects that the agent no longer exists in LDAP, an agent is not 
deleted automatically from the Cisco CRS database. Instead, the Cisco CRS 
Resources page displays a new link called Inactive Agents. When you click this 
link, Cisco CRS displays a list of agents that do not exist in LDAP and do exist in 
the CRS database. In this case, select the agents to delete from Cisco CRS by 
checking the check box next to the required agent, or select all agents for deletion 
by clicking Check All. Then click Delete to remove the selected agents from the 
Cisco CRS database. Unless you follow this procedure, agents that no longer exist 
in LDAP will continue to appear in the list of agents in Resources page, but they 
will not be able to log in as the LDAP authentication will not be successful.