Cisco Cisco IP Contact Center Release 4.6.2 Leaflet

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 

.

A Unified Expert Advisor skill group may contain only expert advisors; you cannot mix other Unified 
ICM agents with expert advisors in the same skill group. Nevertheless, from Unified ICM's perspective, 
a skill group containing expert advisors is no different than one containing traditional agents. A single 
Queue to Skill Group node may include both traditional and expert advisor skill groups if so desired.

The expert advisor's availability state is determined by the state of his presence client. If the advisor’s 
presence client is not logged in to Cisco Unified Presence, then he is not logged in to any assignment 
queue and therefore not logged in to any Unified ICM skill group. If the advisor’s presence client is 
logged in and available, then the expert is available on all assignment queues (and therefore Unified ICM 
skill groups) of which he is a member. If advisor’s presence client is logged in but "away," then the 
expert is not available in any assignment queues or Unified ICM skill groups.

The Cisco Unified Personal Communicator client, like other IM clients, allows the user to modify the 
list of the presence states that appear in his drop-down list. Similarly, Unified Expert Advisor allows 
administrators to manually define how those presence states map to assignment queue and Unified ICM 
skill group availability status.

From the perspective of Unified ICM, Unified Expert Advisor is just another Enterprise Routing Service 
(ERS) peripheral. Just as with Unified CCE Child and any traditional third-party ACD, the Unified ICM 
router selects a hypothetical agent from a skill group but then routes the call to the peripheral, not to the 
agent. It is then up to the peripheral to indicate to Unified ICM which agent actually received the call.