Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
Unified ICM Software Configuration
45
45
Depending on the version of Unified ICM you are running, use either
Configure Unified ICM Software or the Agent Route Explorer tools to
configure agents. You must enter every Aura Contact Center agent into
Unified ICM configuration. Set the Unified ICM Software Agent
Peripheral Number to the Aura Contact Center Agent ID.
Configure Unified ICM Software or the Agent Route Explorer tools to
configure agents. You must enter every Aura Contact Center agent into
Unified ICM configuration. Set the Unified ICM Software Agent
Peripheral Number to the Aura Contact Center Agent ID.
Note 1:
The ACD positions used by agents (known to Unified
ICM) have to be
configured as AST. If an agent moves to another location, the new ACD
position also has to be configured as AST and equipped with an AST
license.
position also has to be configured as AST and equipped with an AST
license.
Note 2:
When you delete an agent in Unified
ICM, ensure that the agent is
permanently deleted. Before deleting, the agent must be logged off from
Unified
Unified
ICM.
3.2.9.
97B
Agent State Mapping
and Unified ICM agent states.
Table 2: Aura Contact Center-to-Unified ICM Agent State
Mapping
Aura Contact Center Agent
State
State
Unified
ICM Software Agent State
Not Ready Walkaway
Not Ready
Emergency
Not Ready
Not Ready
Work Ready
Break
Work Ready
Busy
Work Ready
Idle
Available
Call Presented
Reserved
Active
Talking
Consultation
Talking
On Hold
Hold
On Hold Walkaway
Hold
3.2.10.
98B
Skill Group Member Mappings
You must configure the skill groups to which an agent belongs (and the
agent’s priority within each skill group) in Unified ICM skill group
member table. Now, with the AAS option (Automated Administrator for
Aura Contact Center), it is possible for Agent to Skill group mappings to
be done automatically. For details, refer to Chapter
agent’s priority within each skill group) in Unified ICM skill group
member table. Now, with the AAS option (Automated Administrator for
Aura Contact Center), it is possible for Agent to Skill group mappings to
be done automatically. For details, refer to Chapter
Note:
When you change agent to skill group mapping, Unified ICM services
need not be restarted. For example, if you re-assign an agent to another
skill group or remove an agent from a skill group, it is not required to
restart Unified ICM Service.
need not be restarted. For example, if you re-assign an agent to another
skill group or remove an agent from a skill group, it is not required to
restart Unified ICM Service.