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

Resources. Agents that answer calls are also called resources. After you 
create a resource group, you must assign agents (resources) to that group. You 
can also assign skills to agents if you have purchased either of the Unified 
CCX Enhanced packages. 

Resource Groups. Collections of agents that your CSQ uses to handle 
incoming calls. To use resource group-based CSQs, you must specify a 
resource group.

Skills. (Unified CCX Enhanced packages only.) Skills are customer-definable 
labels assigned to agents. The two Unified CCX Enhanced packages can route 
incoming calls to agents who have the necessary skill or sets of skill to handle 
the call.

CSQs. After you assign an agent to a resource group, or assign skills to an 
agent (the Unified CCX Enhanced packages only), you need to configure the 
agent for the CSQ to which the agent will be assigned.

Agent Based Routing Settings. If you want to have the ability to send a call 
to a specific agent, rather than to any agent available in a CSQ, you need to 
configure Automatic Work and Wrapup Time settings.

Remote Monitoring. If you want to associate agents and CSQs that will be 
monitored by remote supervisors, you need to configure remote monitoring 
settings.

Teams. If you want to create or associate teams with various agents, CSQs, 
and supervisors, you need to configure team settings.

For detailed instructions on provisioning the Unified CCX subsystem, see 

The additional CRS subsystems provide Unified ICME, HTTP, Database, and 
eMail features.

Provision the following subsystems:

Unified ICME. The Unified ICME subsystem communicates with Unified 
ICME software. 

HTTP. The HTTP subsystem enables CRS applications to respond to 
requests from a variety of web clients.