Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide
Chapter 3 Installing Cisco ICM WebView Software and Setting Up Users
Enabling, Adding, and Maintaining ICM Agents
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Cisco ICM Software WebView Installation Guide
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If agents are created by using the ICM Configuration Manager and you want them
to be able to work on an ICM application, you must also enable them in that
application.
to be able to work on an ICM application, you must also enable them in that
application.
For how to create and enable agents in an ICM application, see that application’s
documentation.
documentation.
Enabling Agent Data
You cannot create a report on an agent until you have enabled the agent data in
ICM on the peripheral where the agent is assigned.
ICM on the peripheral where the agent is assigned.
How to enable agent data on an ICM peripheral
Step 1
In the ICM Admin Workstation folder on the computer where WebView is
installed, open the Configuration Manager utility. Use the online help or the
ICM Configuration Guide during the procedure if you have any questions.
installed, open the Configuration Manager utility. Use the online help or the
ICM Configuration Guide during the procedure if you have any questions.
Step 2
In the Configuration Manager, open the PG Explorer.
Step 3
In the PG Explorer, select the peripheral to which an agent(s) is assigned.
Step 4
Select the Peripheral tab. If the peripheral’s client type is CallManager/Soft
ACD, you must select, in the Peripheral tab, a Default desk settings. Otherwise,
skip this step.
ACD, you must select, in the Peripheral tab, a Default desk settings. Otherwise,
skip this step.
Agent desk settings are settings for an IPCC agent’s phone or PC screen that are
defined in the ICM database. Other types of agents have these settings defined in
the ACD.
defined in the ICM database. Other types of agents have these settings defined in
the ACD.
If NONE is the only option in the selection list, you need to create desk settings.
To create desk settings, use the Configuration Manager’s Agent Desk Settings List
tool.
To create desk settings, use the Configuration Manager’s Agent Desk Settings List
tool.
Step 5
In the Agent Distribution tab, select Enable agent reporting.
Step 6
Enter any needed agent distribution entries.
Agent distribution is the flow of agent data from a specific peripheral to a specific
real-time distributor.
real-time distributor.