Cisco Cisco IP Contact Center Release 4.6.2
Note: You cannot modify fields that are greyed out.
With the mouse, you can select an object and then move it to another part of the tree, as long
as its object type belongs in that tree location. For example, to move a route to another skill
group, select it and then move the mouse to that skill group. When that skill group becomes
highlighted, lift your finger off the mouse. You can also use the Bulk Configuration tool to take
the output of a switch and create 20 or 30 labels. Then, using the Explorer, you can attach the
labels to an appropriate location.
as its object type belongs in that tree location. For example, to move a route to another skill
group, select it and then move the mouse to that skill group. When that skill group becomes
highlighted, lift your finger off the mouse. You can also use the Bulk Configuration tool to take
the output of a switch and create 20 or 30 labels. Then, using the Explorer, you can attach the
labels to an appropriate location.
When you make a modification, the Changed icon
Figure 39: Changed icon
appears next to the selected item in the tree list box.
Step 3
Click Save.
The modified data is saved in the Unified ICM database and the Changed icon is removed from
the edited object in the tree list box.
the edited object in the tree list box.
How to Define a Skill Group and/or Its Associated Records
Note: The "
" section contains
an example of how to configure skill groups for a child deployment, which is documented in
the Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX.
the Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX.
To define a skill group and/or its associated records follow these steps:
Step 1
In the Configuration Manager's menu, select Tools > Explorer Tools > Skill Group Explorer.
The Skill Group Explorer window appears.
The Skill Group Explorer window appears.
Step 2
In the Select filter data area of the Explorer window, click Retrieve. This enables the Add
Skill Group button.
Skill Group button.
Step 3
Click Add Skill Group. A new skill group appears in the tree list box with a To Be Inserted
icon next to it. Tabbed fields also appear on the right for the new skill group's configuration
information.
icon next to it. Tabbed fields also appear on the right for the new skill group's configuration
information.
Step 4
Fill in the tabbed fields. (For field descriptions, see the "
Step 5
Click Add Route and fill in its configuration records.
Step 6
Click Add Peripheral Target and also Add Label and fill in those records.
Selecting an item in the tree list box enables the Add button for more items of that type and for
the associated item immediately beneath it in the tree, if it can have one.
the associated item immediately beneath it in the tree, if it can have one.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
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Chapter 7: Configuring Skill Targets
Skill Groups