Cisco Cisco Unified Contact Center Express 10.5(1) User Guide
Cisco Desktop Administrator User Guide
182
June 18, 2014
Configuring Contact Lists
A contact list consists of the SMEs that you want to make available to agents who use
Agent Desktop. Agents and supervisors see the SMEs in the Contact Selection window
after clicking the Chat button when the Presence feature is enabled. An agent only
sees the SMEs who are assigned to the agent’s work flow group. A supervisor,
however, sees all of the SMEs in all of the work flow groups that are associated with
the supervisor’s teams.
Agent Desktop. Agents and supervisors see the SMEs in the Contact Selection window
after clicking the Chat button when the Presence feature is enabled. An agent only
sees the SMEs who are assigned to the agent’s work flow group. A supervisor,
however, sees all of the SMEs in all of the work flow groups that are associated with
the supervisor’s teams.
NOTE: Agents and supervisors must restart Agent Desktop and
Supervisor Desktop to see any changes you make to contact lists.
Supervisor Desktop to see any changes you make to contact lists.
Unified Presence can be configured to allow you to assign SMEs to a contact list in. By
default, it is set to 200 SMEs.
default, it is set to 200 SMEs.
Use the Contact Lists node to complete the following tasks.
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Creating a Contact List
To create a contact list:
1. Choose Cisco Unified Presence Settings > Contact Lists. The Contact Lists
page appears (
Figure 83.
Contacts Lists page