Cisco Cisco Unified Contact Center Management Portal 9.0 User Guide
User Manual for Cisco Unified Contact Center Management Portal Release 7.5(1)
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Panel Access and Use ............................................................................ 47
List Resource Items ................................................................................ 47
Select a Resource Item........................................................................... 48
Create a Resource Item .......................................................................... 48
Move Resource Item(s)........................................................................... 48
Delete Resource Items............................................................................ 49
Details Panel ................................................................................................ 49
Page Access and Use............................................................................. 49
Details Tab .............................................................................................. 49
Associations Tab..................................................................................... 49
Advanced Tab ......................................................................................... 50
History Tab .............................................................................................. 50
Status Tab ............................................................................................... 50
Resource States........................................................................................... 50
Pending Active ........................................................................................ 51
Ready ................................................................................................... 51
Error
................................................................................................... 51
Awaiting Deletion .................................................................................... 51
Deleted ................................................................................................... 51
Uploading Resources.................................................................................. 52
Template Guide....................................................................................... 52
Using the Bulk Upload Tool .................................................................... 57
Agent Management ..................................................................................... 60
Manage Persons ..................................................................................... 60
Manage Agents ....................................................................................... 63
Manage Agent Desktops......................................................................... 71
Manage Agent Teams............................................................................. 76
Manage Skill Groups............................................................................... 79
Manage Enterprise Skill Groups ............................................................. 82
Contact Management .................................................................................. 84
Manage Dialed Numbers ........................................................................ 84
Manage Call Types ................................................................................. 86
Manage Labels........................................................................................ 89
Equipment Management ............................................................................. 91
Manage IP Phones.................................................................................. 91
Manage Directory Numbers .................................................................... 94
Manage Printers...................................................................................... 95
Audio Management ..................................................................................... 96
Manage VRU Scripts............................................................................... 96
Code and Variable Management ................................................................ 97
Manage User Variables........................................................................... 97
Manage Expanded Call Variables........................................................... 99
8. Security Management ..........................................................103