Cisco Cisco IPCC Web Option Technical References
44
Web Setup Tool and Configuration
44
A Aura Contact Center agent is a member of one or more skill sets. For
each of these skill sets the agent is assigned a priority from 1 to 48 by the
NCCM server administrator. Use
each of these skill sets the agent is assigned a priority from 1 to 48 by the
NCCM server administrator. Use
SS
as the Aura Contact Center skill set
and
SG
as the corresponding Unified ICM software skill group.
Unified ICM configuration for
SG
must contain a sub-group for every
priority level at which some agent is a member of
SS
. For example, if
agent A is a member of
SS
at priority 1 and agent B is a member of
SS
at
priority 5, and no other agents belong to
SS,
then
SG
must be configured
with subgroups 1 and 5.
The Aura Contact Center PG does not use the Extension field.
The Available Holdoff Delay option should be set to zero.
Note:
The skill group name is case sensitive. Ensure that it is the same as the
skillset name configured in Aura Contact Center.
skillset name configured in Aura Contact Center.
Important:
You must configure a Unified ICM skill group with the name,
“Unconfigured_Agents.
TPF
1
FPT
” The ConfigParam field of this skill group must
also be “Unconfigured_Agents.” The PG will attribute calls to this skill
group for any NCCM server agent who does not appear in Unified ICM
configuration
group for any NCCM server agent who does not appear in Unified ICM
configuration
TPF
2
FPT
. You need to configure this skill group before attempting to
start the PIM. If you do not configure the Unconfigured_Agents skill
group, the PIM will not start and errors will be logged to the PIM log.
group, the PIM will not start and errors will be logged to the PIM log.
140B
Calls Queued to Agents
On the Aura Contact Center PIM, after a call that was queued to an agent
has been answered by the agent, there is about a 15-20 second delay before
third-party control is established.
has been answered by the agent, there is about a 15-20 second delay before
third-party control is established.
Although the voice path happens without any delay, to suppress the delay
that happens at any third-party control at the agent-side, add a skill group
called Agent_Queued_To on Unified ICM. Ensure that you set the
configuration parameter to “Agent Queued To.” Assign this skill group to
those agents to whom the calls are queued.
that happens at any third-party control at the agent-side, add a skill group
called Agent_Queued_To on Unified ICM. Ensure that you set the
configuration parameter to “Agent Queued To.” Assign this skill group to
those agents to whom the calls are queued.
3.2.7.
95B
Service Member Mappings
No special configuration consideration required.
3.2.8.
96B
Agent Configuration
A Unified ICM agent is equivalent to an Aura Contact Center agent.
TP
1
PT
Even if Unified ICM is integrated with the Automated Administrator for
Symposium (AAS), you need to configure the software skill group name as
“Unconfigured Agents”. AAS will not configure the “Unconfigured Agents”
skill group. For the Symposium PIM to become active, you will need to do the
configuration manually.
“Unconfigured Agents”. AAS will not configure the “Unconfigured Agents”
skill group. For the Symposium PIM to become active, you will need to do the
configuration manually.
TP
2
PT
Thus, if you see calls being attributed to this skill group you will know that you
have not configured all of your SCCS agents.