Cisco Cisco IPCC Web Option
Note: If you exceed the default limit and are using CTI OS, do not exceed a maximum of 99
skill groups.
skill groups.
IPCC Gateway PG
For IPCC Gateway deployments, modify the following registry keys on your IPCC Gateway
PGs to include the new value. A change to the registry will require that the PG service be
restarted.
PGs to include the new value. A change to the registry will require that the PG service be
restarted.
IPCC Enterprise Gateway PIM (Cisco Unified Contact Center Enterprise parent)
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\< customer_instance
>\PG{n}[A|B]\PG\CurrentVersion\PIMS\pim{m}\ACMIData\Config\MaxSkills
IPCC Express Gateway PIM ( Cisco Unified Contact Center Express parent)
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\< customer_instance
>\PG{n}[A|B]\PG\CurrentVersion\PIMS\pim{n}\ACMIData\Config\MaxSkills
ERI PG
For ERI deployments, modify the following registry key on your ERI PGs to include the new
value. A change to the registry will require that the PG service be restarted.
value. A change to the registry will require that the PG service be restarted.
ER Service PIM
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\< customer_instance
>\PG{n}[A|B]\PG\CurrentVersion\PIMS\pim{n}\ERSData\Config\MaxSkills
Persons
You must associate every agent with a person record. The person stores the login name, first
name, last name, and password. On Unified ICM you can have multiple agents per person. An
agent is an "extension" of a person on a given peripheral.
name, last name, and password. On Unified ICM you can have multiple agents per person. An
agent is an "extension" of a person on a given peripheral.
The Person List tool allows you to list the persons currently defined in the Unified ICM database,
to define new ones, and to view, edit, or delete the records of existing ones.
to define new ones, and to view, edit, or delete the records of existing ones.
Note: You can create Persons and/or Agents in the system software and the Cisco Unified
Interaction Manager application. Creating them in one of the preceding makes them available
to all. However, if agents exist in your enterprise in the system software and you want them to
be able to work on an Unified ICM application, you must also enable those existing agents in
that application.
Interaction Manager application. Creating them in one of the preceding makes them available
to all. However, if agents exist in your enterprise in the system software and you want them to
be able to work on an Unified ICM application, you must also enable those existing agents in
that application.
Available person records are records that have not been mapped to any agent records (including
logically deleted ones) at the peripheral selected in the Agent Explorer. To free a person
associated with a logically deleted agent, use the Configuration Manager's Deleted Objects tool
to permanently delete the logically deleted agent.
logically deleted ones) at the peripheral selected in the Agent Explorer. To free a person
associated with a logically deleted agent, use the Configuration Manager's Deleted Objects tool
to permanently delete the logically deleted agent.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 7: Configuring Skill Targets
Persons