Cisco Cisco IP Contact Center Release 4.6.1 Design Guide

it or not respond at all. Unified Expert Advisor accommodates for possible unavailability by making use 
of presence technology. Essentially, if the presence/IM client indicates that the advisor is available, then 
Unified Expert Advisor may offer tasks to that advisor.

Being mobile means that the advisor might not always be reachable at a fixed number. Unified Expert 
Advisor accommodates this possibility by allowing the administrator to configure multiple addresses, a 
preferred address, and even an optional preference to use the Cisco Unified Personal Communicator 
client directly for voice and video, thus bypassing the phone completely. The advisor also has the ability 
to use an IM response to specify a different phone number than any which have been previously 
configured, such as a cell phone number.

The Unified Expert Advisor administrator may assign skills, competency levels in those skills, and 
arbitrary attributes to each expert advisor. These factors can then be used to qualify advisors for 
membership in various assignment queues. (See 

.)

All expert advisors must first be defined in Cisco Unified Presence as users, but not all Cisco Unified 
Presence users need to be expert advisors. Unified Expert Advisor supports a process that imports basic 
information about all configured users from Cisco Unified Presence, consisting of their names, login 
IDs, phone numbers, and phone number preferences. Once this information is imported, Unified Expert 
Advisor screens must be used to indicate which users are to be considered expert advisors and to add 
configurations specific to Unified Expert Advisor, such as skill and attribute information for those users. 
Unified Expert Advisor does not provide a way to enter the basic information manually; it must be 
imported from Cisco Unified Presence.

This "synchronization" process runs automatically upon initial setup, and thereafter every night at 
midnight by default, but the time and frequency are configurable. In addition, the Unified Expert Advisor 
administrator can request a synchronization on demand. Note, however, that the import process can take 
up to five minutes to complete, depending on the number of Cisco Unified Presence users configured. 
(Also see 

Expert advisors are configured as members of various assignment queues (AQs); however, inclusion in 
a given AQ can be configured quite flexibly. The administrator can either explicitly list AQ members or 
configure the set of skills, competency levels, and attribute values that are to define membership in a 
given AQ. The administrator would then configure each expert advisor's skills, competencies, and 
attribute values. Although AQ membership is static (it can be changed only by configuration), 
availability in a given AQ is dynamic and depends on the expert advisor's login state, presence state, and 
current activity on a call.

Each assignment queue corresponds directly to exactly one skill group in Unified ICM. The 
administrator should always configure AQs on Unified Expert Advisor first, after which an 
autoconfiguration process will automatically configure corresponding skill groups in Unified ICM. Any 
additional objects must be configured using Unified ICM's configuration manager tools. For details, 
refer to the Administration and Configuration Guide for Cisco Unified Expert Advisor, available at 

.