Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual

IPCC Enterprise Agents

This chapter explains the concepts you must be familiar with when setting up agents for your
IPCC Enterprise contact center.

About Administering IPCC Enterprise agents

What is an IPCC Enterprise agent?

An agent is an individual who handles customer contact within your contact center. In an IPCC
Enterprise configuration, you can create two types of agents:

Agents able to receive telephone calls. You can also configure Voice-only
agents to receive non-voice requests such as Single-session Chat,
Multi-Session Chat, Blended Collaboration, and E-Mail.

Voice-only agents

Agents able to receive voice calls and requests from other media. You
can also configure multichannel agents to only receive non-voice requests

Multichannel agents

such as Single-session Chat, Multi-Session Chat, Blended Collaboration,
and E-Mail.

Note: You must have Cisco’s multichannel software installed as part of
your IPCC Enterprise configuration to create multichannel agents.

Note: In most cases, the Cisco Unified Communications Manager (Unified CM) peripheral on
the Generic IPCC peripherl gateway (PG), which is set up with your initial IPCC Enterprise
installation, tracks and records the state and activity of all voice and non-voice agents. You can
configure a Non-Voice PG rather than a Unified CM PG to monitor state and activity of agents
configured as non-voice agents. However, this is optional, and is not necessary if you already

IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)