Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide
Chapter 3 Pre-Installation Tasks
Supervisor Login Account Creation
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Remote Silent Monitoring Installation and Administration Guide
Supervisor Login Account Creation
You must create a new account for each supervisor who will be using RSM, as per
your current CTI OS supervisor/agent accounts.
your current CTI OS supervisor/agent accounts.
If CTI OS authentication is used, separate supervisor agent accounts must be
created in the Unified CCE environment, to allow dialed-in supervisors to log into
the system.
created in the Unified CCE environment, to allow dialed-in supervisors to log into
the system.
Note
RSM requires numeric supervisor accounts so users can log in via the telephone.
However, ICME supervisor agent accounts are also Active Directory user
accounts, and there may be an Active Directory security policy that prevents
numeric-only accounts. To resolve this issue, refer to Appendix B, Registry Keys,
for information on how to modify the VLEngine_PassPrefix parameter.
However, ICME supervisor agent accounts are also Active Directory user
accounts, and there may be an Active Directory security policy that prevents
numeric-only accounts. To resolve this issue, refer to Appendix B, Registry Keys,
for information on how to modify the VLEngine_PassPrefix parameter.
To create a supervisor login account:
Step 1
From the Admin Workstation (AW), click Start > All Programs > ICM Admin
Workstation > Configuration Manager.
Workstation > Configuration Manager.
Step 2
Expand Tools > Explorer Tools.
Step 3
Double-click Agent Explorer.
Step 4
Click Retrieve to return a list of all existing agents in the environment.
Step 5
Click (1) Add Agent. A blank agent section appears in the right side of the Agent
Explorer window.
Explorer window.
Step 6
Click the Agent tab and enter the following:
a.
First name and Last name of the supervisor;
b.
Numeric Password of any length;
c.
Value for AgentID (Peripheral number), as per the supervisor's login ID;
d.
Select the Login Enabled checkbox.
Step 7
Click the Skill group membership tab and enter at least one skillgroup to allow
the supervisor to monitor calls. (Note that a supervisor account can only monitor
agents associated with skillgroups that it itself is associated with.)
the supervisor to monitor calls. (Note that a supervisor account can only monitor
agents associated with skillgroups that it itself is associated with.)