Cisco Cisco IP Contact Center Release 4.6.2 Maintenance Manual

• Refer to the Cisco IPCC Enterprise Web Administration Tool online help for

detailed information about using this tool.

Audience

This document is intended for contact center supervisors and administrators.

Organization

The following table describes the information contained in each section of this guide:

Provides conceptual information about IPCC
Enterprise agents, agent features, and call routing.

Describes how to perform administrative tasks
using IPCC Enterprise with ICM software.

Related Documentation

For additional information about Cisco Intelligent Contact Management (ICM) software, see

 (http://www.cisco.com/univercd/home/home.htm) listing ICM

documentation. Refer to the Documentation Guide for Cisco IPCC Enterprise Edition for a
complete list of IPCC documentation.

Conventions

This manual uses the following conventions:

Boldface font is used to indicate commands, such as user entries,
keys, buttons, and folder and submenu names. For example:

boldface font

•

Choose Edit > Find.

•

Click Finish.

Italic font is used to indicate the following:

italic font

•

To introduce a new term. Example: A skill group is a
collection of agents who share similar skills.

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