Cisco Cisco IP Queue Manager Maintenance Manual

dialing, Dialed Number Plan....

Speed dialing, configuring....

Static dial string translations....

Subskill group masks....

Subskill groups....

enabling the subskill group mask....

migrating to base skill groups....

Supervisor

assist calls....

creating agent....

deleting agent....

required information when creating....

Supervisor features

configuring, about....

configuring, how to....

monitoring agent team members....

Supervisors

assigning primary and secondary....

using Barge-In option....

using Intercept option....

using the Agent Re-skilling Tool....

System IPCC

performing administrative tasks....

Target devices....

Teams

agent....

creating agent....

deleting agent....

Voice calls, routing....

Voice-only agents....

creating....

deleting....

VRU routing....

Web collaboration....

Wildcard characters

combining with alphanumeric substitution....

Work mode, agent wrap-up....

Wrap-up....

configuring....

reason codes....

reason codes and work mode....

Wrap-Up reason codes and work mode....

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