Cisco Cisco IPCC Web Option Maintenance Manual
Intercept
When using the CTI OS Desktop, the Intercept button can only be used after barge-in. The
supervisor can use the Intercept button to remove the agent from the call, leaving only the
supervisor and the customer on the call.
supervisor can use the Intercept button to remove the agent from the call, leaving only the
supervisor and the customer on the call.
When using C.D., an agent supervisor can intercept an agent’s call without using Barge-In.
C.D. does not allow intercept when the agent is:
•
On hold
•
On two calls
•
The C.D. self is on another call
•
An IP Phone agent
About the Cisco IPCC Enterprise Agent Re-skilling Tool
The IPCC Enterprise Agent Re-skilling Tool is an optional, browser-based application designed
for use by IPCC call center supervisors. It lets you change the skill group designations of agents
on your team, and quickly view skill group members and details on individual agents. Changes
made to an agent's skill group membership take place immediately without the need for the
agent to exit and re-enter the system.
for use by IPCC call center supervisors. It lets you change the skill group designations of agents
on your team, and quickly view skill group members and details on individual agents. Changes
made to an agent's skill group membership take place immediately without the need for the
agent to exit and re-enter the system.
Note:
• If an agent is currently in a call, a change to the agent's skill group membership takes place
after the call has terminated.
• The Agent Re-skilling Tool is an optional tool and must be installed for you to take advantage
of these features.
Modifying the Skill Groups Per Agent Limit
ICM and IPCC impose a default limit on the number of skill groups that can be assigned to a
single agent. Once this limit is reached, additional skill groups cannot be assigned. The default
limit is specified in the IPCC Enterprise Solutions Reference Network Design Guide (SRND).
The limit considers the total of both skill groups and sub-skill groups.
single agent. Once this limit is reached, additional skill groups cannot be assigned. The default
limit is specified in the IPCC Enterprise Solutions Reference Network Design Guide (SRND).
The limit considers the total of both skill groups and sub-skill groups.
If desired, you can use the ConfigLimit Tool to specify your own limit on the number of skill
groups that can be assigned to an agent. For optimum performance, you can specify a limit far
lower than the system default (refer to the SRND for performance considerations in choosing
a skill groups per agent limit).
groups that can be assigned to an agent. For optimum performance, you can specify a limit far
lower than the system default (refer to the SRND for performance considerations in choosing
a skill groups per agent limit).
IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)
19
Chapter 2: Configuring CTI OS and CAD Desktop Features
About the Cisco IPCC Enterprise Agent Re-skilling Tool