Cisco Cisco Unified Contact Center Express 9.0(1) User Guide

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Third party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1005R)

Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative
purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental.

Cisco Supervisor Desktop



CAD 9.0 for Cisco Unified Contact Center Express 9.0

Toolbar

Common Tasks

Setting Preferences

Step 1

Choose View > Preferences. The Preferences window appears.

Step 2

In the left pane, select a node. The right pane displays that node’s settings.

Step 3

Change values as desired and then click OK.

Enabling Cisco Unified Presence

Choose View > Preferences. Select the Enable Cisco Unified Presence check box and
click OK.

Note

You can log into Cisco Unified Presence through one of these applications:
Cisco Agent Desktop, Cisco Supervisor Desktop, or Cisco Unified Personal
Communicator. But do not log in to more than one application at a time, even
using different user IDs. Unified Presence cannot communicate with more than
one client application on any one computer.

Setting Up a Supervisor Work Flow

NOTE: “Skill group” is another term for “contact service queue”.

Step 1

Choose Tools > Supervisor Work Flow Administrator.

Step 2

Click Add. The Add New Work Flow window appears.

Step 3

Type a name, then click OK. The Skill Group Selection window appears.

Step 4

Select a skill group from the Available Skill Groups list, then click the left
arrow. Repeat if additional skill groups are desired. Click OK when done.

Step 5

In the Supervisor Work Flow Setup window, complete the following steps.

Select one or both of the Calls Waiting and Current Oldest check boxes.

Set the upper and lower limits for the threshold(s) you selected.

Add the actions to be triggered when the threshold(s) is/are crossed.

Step 6

Click OK twice to enable the work flow and exit Work Flow Administrator.

UICK

TART

UIDE