Cisco Cisco IPCC Web Option Maintenance Manual

Allows you to begin defining a new agent team. Complete
the window, adding desired agents to the team.

Click Retrieve, and then click Add to add a new
agent team.

2

Allows you to select agents to add to the team.

Click the Members tab.

3

Allows you to designate a supervisor for the team.

Click the Supervisor tab.

4

With IPCC Enterprise, assign both a primary and a
secondary supervisor to each agent team.

How to Delete Agent Teams

You delete agent teams with the Agent Teams List tool. You cannot delete a team until you
have removed the agent and supervisor from that team.

Opens the Agent Team List tool.

Access the Agent Team List tool in the ICM Configuration
Manager

1

Displays the current teams.

Click Retrieve to obtain the current list of teams.

2

Deletes the agent team.

Highlight the team you want to delete and click Delete.

3

Saves your changes to the database.

Click Save to save your changes.

4

How to Create Multichannel Agents

Create multichannel agents using the Administration desktops of the multichannel software.
Detailed information on creating agents using Cisco Collaboration Server and/or Cisco E-Mail
manager appears in the associated documentation.

How to Delete Multichannel Agents

Delete multichannel agents using the Administration desktops of the multichannel software.
The agent will be deleted in each of the applications in which the agent is enabled before being
deleted on ICM software. Detailed information on deleting agents using Cisco Collaboration
Server and/or Cisco E-Mail Manager appears in the associated documentation.

If you choose to delete multichannel agents using the ICM Configuration Manager, the ICM
software displays an error message. It is recommended that you delete the agent from the
application, and run the Verify and Synch tools for the multichannel application.

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