Cisco Cisco IP Contact Center Release 4.6.1 Technical References
Skill Groups
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If the subgroup mask is
Peripheral Default
, then the Peripheral’s Skill Group
Mask is used to determine which subgroups will be created; otherwise, the Sub
Group Mask for the Skill Group is used.
Group Mask for the Skill Group is used.
A subgroup is created for each checked box in the Sub Group Mask. The
subgroups are used by the PG to properly log in the agent to the appropriate
subgroup based on the agent’s skill group skill level. For example, in an EAS
type switch configuration, agents may be logged into a skill group with a
PRIMARY or SECONDARY skill level. In order to properly account for agent
counts and roll up call statistics properly, the subgroup for the agent’s skill
group should be configured in the Unified ICM database.
subgroups are used by the PG to properly log in the agent to the appropriate
subgroup based on the agent’s skill group skill level. For example, in an EAS
type switch configuration, agents may be logged into a skill group with a
PRIMARY or SECONDARY skill level. In order to properly account for agent
counts and roll up call statistics properly, the subgroup for the agent’s skill
group should be configured in the Unified ICM database.
Note:
In order for AutoLoginBase to work correctly and provide consistent LAA
stats for agents in all priorities, at least one agent must be logged in to the base
skill group.
skill group.
For CMS Configurations:
The Avaya Hunt Group configuration screen for each split must have the
Measured Field
set to either “both” or “external” in order for the CMS to receive
Hunt Group (split) data.
Agent configurations on an Avaya EAS switch can use any of the valid skill-
types (1-16) if the Cisco CMS report that is installed and running is an EAS
report. Likewise, the agent configurations on an Avaya EAS, is limited to 1-2
skill-types.
types (1-16) if the Cisco CMS report that is installed and running is an EAS
report. Likewise, the agent configurations on an Avaya EAS, is limited to 1-2
skill-types.
If you configure agents with a skill type greater than 2 for a Non-EAS or EAS
CMS report, the PG will not be able to properly activate.
CMS report, the PG will not be able to properly activate.
Note:
When working with ICM Version 4.5(x) and later, while activating the ACD
PIM if you get an error message that contains the term
PIM if you get an error message that contains the term
C_NOENT
, do the
following:
Add the name and IP address of the ACD PIM to the host file.
Restart the PG ICM Services.
For CMS-less Configurations:
The subgroups are used to associate an agent with the correct skill group and
skill level. For example, if an agent is configured on the ACD switch to be
logged into skill 1 priority 3, then you would configure that agent in Unified
ICM database to be a skill group member of skill group 1 subgroup 3.
skill level. For example, if an agent is configured on the ACD switch to be
logged into skill 1 priority 3, then you would configure that agent in Unified
ICM database to be a skill group member of skill group 1 subgroup 3.
See also:
See the section “
,” for more information on CMS-
related skill group issues related to configuration and CMS report revision.
3.8.2. Using Skill Group Priorities without Configuring Sub-skill
Groups
In Unified ICM, sub-skill groups are created when configuring the skill group
priority. Each sub-skill group creates a target ID in Unified ICM database. This
target ID is used by all Unified ICM processes during the real-time messaging.
The PG needs to send constant real-time messages and reports to the Central
Controller for each of the configured skill groups. The PG also needs to save the
reports on the disk so that they are available to the Central Controller at any
time. These operations can be very demanding when a large number of Unified
ICM skill groups are configured.
priority. Each sub-skill group creates a target ID in Unified ICM database. This
target ID is used by all Unified ICM processes during the real-time messaging.
The PG needs to send constant real-time messages and reports to the Central
Controller for each of the configured skill groups. The PG also needs to save the
reports on the disk so that they are available to the Central Controller at any
time. These operations can be very demanding when a large number of Unified
ICM skill groups are configured.