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
Configuring and Using Remote Monitoring
d.
Click Update.
The system lists the existing Administrators and Supervisors. The Supervisor you
defined is now ready to be assigned to Remote Monitoring.
defined is now ready to be assigned to Remote Monitoring.
Assigning Resources and CSQs to a Supervisor
Use the Remote Monitor configuration web page to assign a Supervisor a list of
Resources and CSQs that he/she is allowed to monitor.
Resources and CSQs that he/she is allowed to monitor.
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 Remote Monitor
hyperlink.
hyperlink.
The Remote Monitor summary web page opens.
Step 3
Click a User ID value.
Note
This is a Unified CM user configured as a CRS supervisor. See
for instructions
on how to define a CMUser as a supervisor.
The Remote Monitor Configuration web page opens.
Step 4
Use this web page to specify the following:
Step 5
Click Update to apply the changes.
Field Name
Description
Contact Service Queues Name
(Checkbox.) CSQ Names the supervisor can monitor.
Resources
(Checkbox.) User IDs of agents the supervisor can monitor.