Cisco Cisco E-Mail Manager Unity Integration Option

The purpose of the person record is so that, in a multi-channel contact center, one person can
be assigned as an agent on different peripherals since the system software defines an agent as
belonging to only one peripheral.

Note: The preceding is also true for non-integrated Unified ICM systems.

The second step in creating an agent in the system software is to use the Configuration Manager's
Agent Explorer tool to create the agent. When you do so, the agent is associated with a person.

Non Voice Agents

A NonVoiceAgent PG/PIM is only intended for use at a site that does not have voice, but that
does want to use Unified ICM to do its multi-channel (Non Voice) contact routing. For such a
site a Non Voice Agent PG is necessary, since every agent must be associated with a peripheral,
and the site has no Agent peripheral other than the NonVoiceAgent PG. (A Media Routing PG
is also needed, but an MR-PG is not an Agent PG.)

At a site with voice, some agents may be NonVoice agents, that is, these agents will not make/take
telephone calls. Such agents are created on the IPCC or ACD PG for that site and indicated by
a Peripheral Number beginning with the letters NV. You do not require a separate
NonVoiceAgent PG for these agents.

Note: In this discussion "voice" means the making/taking of telephone calls, while NonVoice
implies the inability to make/take any such calls. This is to be distinguished from the meaning
of Voice with regard to Media Classes. The Media Classes called Voice and Blended
Collaboration both involve "voice" in the current sense.

•

If a NonVoice agent is created through the application, a peripheral-unique Peripheral Number
beginning with the letters NV is automatically generated. If later you wish to change a
NonVoice agent to a voice enabled agent, go to the Agent Explorer in Configuration Manager
and change the agent's Peripheral Number to the agent's peripheral-unique voice Peripheral
Number (often the agent's telephone number). Do not simply remove the letters NV from the
beginning of the previously generated Peripheral Number. If the agent was created as a voice
agent, a peripheral-unique peripheral number is assigned at creation.

•

If a NonVoice agent is being created through Configuration Manager, leave the Peripheral
Number field blank when creating the agent. The system will then generate a peripheral-unique
Peripheral Number beginning with NV.

If it is later decided that an existing NonVoice agent will be allowed to receive telephone calls,
change the agent's Peripheral Number to a voice Peripheral Number, using Agent Explorer, as
indicated above in the first bulleted item.

If it is decided that an existing voice-enabled agent will become a NonVoice agent, delete the
Peripheral Number as it appears in the Agent Explorer—thus blanking the field—and then
continue as indicated above in the second bulleted item.

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)