Cisco Cisco IPCC Web Option Maintenance Manual

Allows you to define the Supervisor script
dialed number option

In the ICM Configuration Manager, configure Agent Team

4

Allows you to report on blind conference and
consultative call information. This script

Using the ICM Script Editor, create a routing script to associate
the dialed number.

5

associates the supervisor’s dialed number

Use the Agent to Agent node to route the call to the primary
supervisor by editing the formula with the call. preferredagentid.

with the script using the ICM Script Editor’s
Call Type Manager window.

In case this routing fails, also set up a route to the skill group where
the secondary supervisors are located.

Note: Refer to the CTI OS System Manager's Guide for Cisco
ICM/IPCC Enterprise & Hosted Edition for detailed information.

For information about agent desk settings, agent teams, and dialed numbers, refer to the IPCC
Installation and Configuration Guide for Cisco IPCC Enterprise Edition and the ICM
Configuration Manager online help.

For information about reason codes, refer to the CTI OS System Manager's Guide for Cisco
ICM/IPCC Enterprise & Hosted Editions.

How to Configure Supervisor Features

This section explains how to configure supervisor logged-in state for CAD.

How to Configure Supervisor Logged-in State for CAD

Create separate desk settings for the CAD supervisor.

In the ICM Configuration Manager, configure
Agent Desk Settings for the CAD supervisor.

1

Leaving this option blank keeps a supervisor logged into Cisco
Agent Desktop.

Leave Logout non-activity time option blank

2

A CAD supervisor uses Cisco Supervisor Desktop to view agent
activity, silently monitor, record agent calls, send Team

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