Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Administrator's Guide
4-5
Cisco Customer Response Solutions Administration Guide, Release 6.0(1)
Chapter 4 Provisioning Cisco Unified CCX
Configuring the RM JTAPI Provider
Configuring the RM JTAPI Provider
The Resource Manager (RM) of the Unified CCX system is a component of the
Unified CCX subsystem. It uses a Unified CM JTAPI user (called the RM JTAPI
provider) to monitor agent phones, control agent states, and route and queue calls.
Unified CCX subsystem. It uses a Unified CM JTAPI user (called the RM JTAPI
provider) to monitor agent phones, control agent states, and route and queue calls.
When you use Cisco CRS to configure a RM JTAPI Provider, CRS automatically
adds the provider information in Unified CM.
adds the provider information in Unified CM.
After adding the RM JTAPI provider, you must explicitly associate each agent’s
extension in the Unified CM to the Rm JTAPI provider.
extension in the Unified CM to the Rm JTAPI provider.
This section contains the following topics:
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Provisioning the RM JTAPI Provider
To provision the RM JTAPI provider for the Unified CCX subsystem, complete
the following steps.
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 web page.
Provider web page.
Step 8
Provisioning agent-based routing—if you are using
Unified CCX Enhanced or Premium.
Unified CCX Enhanced or Premium.
Step 9
Creating teams and assigning agents to teams.
Step Task
For
instructions,
see