Cisco Cisco IPCC Web Option

Figure 62: cti_server_prop

Enter the Client Connection Port Number.

Click the Next button. The CTI Server Network Interface Properties window displays. Enter
the appropriate interface information.

Click the Next button to view the setup information window. If the information is correct, click
the Next button and finish the installation.

Agents

You can create persons (records that contain personal information about an agent) and agents
(person who handles customer contact) in the system software. Creating them in Unified ICM
does not make them immediately available to Unified ICM, the application must enable the
agent.

Note: When you create an Agent record, you have the option of associating it with an existing
Person record (clicking the Select Person button). If you do not associate the Agent record with
an existing Person record, a new Person record is automatically created when you create the
agent.

Configuring an agent for multi-media means assigning that agent to at least two skill groups
(one for each media). For example, the agent might handle both email and phones, chat and
phones, or blended collaboration and email.

Note: Use the integrated applications to assign an agent an application-specific skill group.
Application-specific skill groups must be created and maintained in the application, not in the
system software.

If you want to configure phone agents in the system software, you must first create person
records for them in the Configuration Manager's Person List tool.

Every agent is associated with a person record. This is primarily a person's first and last name
and login password. This record must exist before you can create an agent in the system software
(see the "

" section).

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