Cisco Cisco IPCC Web Option Technical References

66 

 Unified ICM

 Software Configuration

 

 

 

  The Unified ICM Skill Group Peripheral Number and Skill Group Extension are 

important and must be kept synchronized (that is, up-to-date) with the Avaya 
skill group configuration. Failure to keep the skill group information 
synchronized between the Avaya and the Unified ICM database may result in 
incomplete (or worst case, inaccurate) call and agent statistics. 

When created, a single Unified ICM skill group may cause more than one skill 
group to be created in the Unified ICM database. These other skill groups are 
sub-skill groups, or subgroups, for the created “base”

F

1

F

 (priority 0) skill group. A 

subgroup has a unique priority and is associated with the base skill group. 

For every “base” skill group created, at least one sub-group must be created 
under it.  

Important: The PGs need to be cycled every time new subgroups are created. 

The creation of these subgroups is determined on which subgroup mask is used 
at the time of the base skill group creation. The subgroup mask can have one of 
two settings: Peripheral Default or Specified. These settings are specified in the 
Skill Group Explorer tool. 

                                                        

1

 The "base" skill group is a Unified ICM skill group created by selecting Save in the 

Skill Group Explorer. Any sub-groups (sub-skills) created by checking the "mask" 
check box are also created and mapped to the "base" Unified ICM skill group.