Cisco Cisco IPCC Web Option Leaflet

Domain 2: Microsoft Office Communicator Server; Microsoft Office Communicator; Cisco Unified 
Communications Integration

TM

 for Microsoft Office Communicator; Cisco Unified 

Communications Manager; Cisco IP Phones

Cisco Unified Communications Manager allows for user configuration through manual entry or through 
LDAP synchronization, with the recommended method being LDAP synchronization. For additional 
information about deploying Cisco Unified Communications Integration

TM

 for Microsoft Office 

Communicator, refer to the Installation Guide for Cisco Unified Communications Integration for 
Microsoft Office Communicator and the User Guide for Cisco Unified Communications Integration for 
Microsoft Office Communicator, both available at 

This section outlines the various features and concepts that describe the Unified Expert Advisor product.

An expert advisor differs from a traditional contact center agent in two specific ways:

Answering phones is not the advisor’s primary job.

The advisor is often mobile and can be reachable at different numbers at different times.

Because answering phones is not the expert's primary job, that person may not always be available or 
willing to accept calls. Unified Expert Advisor accommodates the advisor’s availability to accept a call 
by first offering a task to the advisor using a pop-up IM message, and then allowing the advisor to reject 
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