Cisco Cisco IPCC Web Option Maintenance Manual
ICM/IPCC software allows you to group individual agents into agent teams that can be managed
by supervisors. Agent teams are assigned to a specific peripheral, so all agents of a given team
must also be assigned to the same Unified CM peripheral.
by supervisors. Agent teams are assigned to a specific peripheral, so all agents of a given team
must also be assigned to the same Unified CM peripheral.
ICM/IPCC software lets you assign both Primary and Secondary supervisors to an individual
team. It is recommended that you set up your teams with both a Primary and a Secondary
supervisor. This setup helps to accommodate Supervisor and Emergency assist scenarios.
team. It is recommended that you set up your teams with both a Primary and a Secondary
supervisor. This setup helps to accommodate Supervisor and Emergency assist scenarios.
Supervisors listed on the Agents team list are able to view real-time statistics (via WebView).
Supervisors can, for example, barge-in, intercept, silently monitor, and log out agents in the
associated team using the CTI Toolkit IPCC Supervisor Desktop (Win32) application.
Supervisors can, for example, barge-in, intercept, silently monitor, and log out agents in the
associated team using the CTI Toolkit IPCC Supervisor Desktop (Win32) application.
Note: If you use Cisco Agent Desktop (CAD), you must configure the supervisor in ICM/IPCC
software first, then configure the supervisory features within CAD.
software first, then configure the supervisory features within CAD.
For reporting purposes, you can report on agent teams and agents grouped into teams. Also,
supervisors can run reports on their teams. (Refer to the Reporting Guide for Cisco IPCC
Enterprise & Hosted Editions for detailed information about reporting.)
supervisors can run reports on their teams. (Refer to the Reporting Guide for Cisco IPCC
Enterprise & Hosted Editions for detailed information about reporting.)
Each team you set up must have an agent supervisor associated with it. You can then configure
supervisory agent features, to allow the supervisor to better monitor agent activity and assist
agents on their team. When you create an agent supervisor, you must enter the following
information for the supervisor:
supervisory agent features, to allow the supervisor to better monitor agent activity and assist
agents on their team. When you create an agent supervisor, you must enter the following
information for the supervisor:
•
Windows Domain name to which the agent team belongs
•
Windows User ID for the supervisor
•
Windows password for the supervisor
When configuring agent teams, be aware of the following rules:
•
An agent can be a member of only one agent team.
•
An agent team can have only one Primary Supervisor
•
A supervisor can be a supervisor of any number of agent teams.
•
A supervisor for an agent team can also be a member of that agent team.
•
All agents belonging to an agent team and all supervisors for that agent team must be on the
same peripheral.
same peripheral.
•
A supervisor cannot be using the Windows administrator account when logging in as
supervisor.
supervisor.
About Agent Teams and Multichannel Applications
You can group voice agents into teams using the ICM/IPCC Administration User Interface.
Note, however, that there is no team feature in Collaboration Server or in the ICM-integrated
Note, however, that there is no team feature in Collaboration Server or in the ICM-integrated
IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)
10
Chapter 1: IPCC Enterprise Agents
About Administering IPCC Enterprise agents