Cisco Cisco Unified Contact Center Enterprise 9.0(2) Maintenance Manual

Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................2
Organization ..............................................................................................................................................2
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................2
Obtaining Documentation and Submitting a Service Request...................................................................3
Documentation Feedback...........................................................................................................................3

What is an IPCC Enterprise agent?.......................................................................................................7
ICM Database Records for IPCC Enterprise Voice-Only Agents...........................................................8
Database Records for IPCC Enterprise Multichannel Agents...............................................................8
About Agent Desk Settings....................................................................................................................9
About Agent Teams and Supervisors.....................................................................................................9
About Agent Teams and Multichannel Applications.............................................................................10

Agent Wrap-up.....................................................................................................................................13
Reason Codes.....................................................................................................................................14
Agent Desk Settings That Affect Reason Codes.................................................................................14
Predefined Reason Codes...................................................................................................................15
Redirection on No Answer...................................................................................................................17
Emergency and Supervisor Assist Calls..............................................................................................17

Barge-in...............................................................................................................................................18
Intercept...............................................................................................................................................19

About Routing Operation.....................................................................................................................21
About Routing Configuration................................................................................................................23
About Routing Scripts..........................................................................................................................26

Configuring ICM/IPCC software for Multichannel Routing........................................................................27
Configuring Multichannel Software...........................................................................................................28

How to Create IPCC Enterprise Voice-Only Agents............................................................................31
How to Delete IPCC Enterprise Voice-Only Agents.............................................................................32

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