Cisco Cisco Unified Contact Center Enterprise 9.0(2) Technical References
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Web Setup Tool and Unified ICM Configuration
to the Unified ICM Service which is identified by the Unified ICM Service
Peripheral Number.
Peripheral Number.
3.8. Agents
The Unified ICM Agent corresponds to the Spectrum ACD Agent. The
Unified ICM Agent Peripheral Number is the Spectrum ACD Directory
Number assigned to the Agent. In other words, the Agent Peripheral
Number is equivalent to the Agent‟s directory number as configured on the
Spectrum ACD.
Unified ICM Agent Peripheral Number is the Spectrum ACD Directory
Number assigned to the Agent. In other words, the Agent Peripheral
Number is equivalent to the Agent‟s directory number as configured on the
Spectrum ACD.
Note:
Agents are dynamically configured by the PG if the Supervisor CRT link
has been provisioned. If the Supervisor CRT link has not been
provisioned, or if the Spectrum Release is 5.1 or earlier, each Agent must
be configured. A configured Agent minimally requires that the Agent
directory number be specified in the extension field.
has been provisioned. If the Supervisor CRT link has not been
provisioned, or if the Spectrum Release is 5.1 or earlier, each Agent must
be configured. A configured Agent minimally requires that the Agent
directory number be specified in the extension field.
3.9. Agent to Skill Group Mapping
When an Unified ICM Agent is configured, the Agent by default is not
associated with any Skill Groups. It is necessary to associate the Agent
with the Skill Groups which correspond to the Agent Groups configured
on the Spectrum. The association is made via the Agent/Skill_Group
dialogue box. In cases where the Supervisor CRT link has been
provisioned, or if the Spectrum Release is 5.1 or later, this association is
not necessary.
associated with any Skill Groups. It is necessary to associate the Agent
with the Skill Groups which correspond to the Agent Groups configured
on the Spectrum. The association is made via the Agent/Skill_Group
dialogue box. In cases where the Supervisor CRT link has been
provisioned, or if the Spectrum Release is 5.1 or later, this association is
not necessary.
Table 4: Prevalent Agent State Definitions
ACD Agent State
Definition
UNAVAILABLE
Agent has successfully signed into a console and is
not available to handle application calls
not available to handle application calls
BUSY
Agent is currently handling a call and is therefore not
available to handle application calls
available to handle application calls
CALLWORK
Agent console CALLWORK lamp is lit and Agent is
not available to handle application calls
not available to handle application calls
SIGNEDOFF
Agent is not currently signed into a console
AVAILABLE
Agent is available to handle application calls,
available console lamp lit
available console lamp lit
Table 5: Cisco/SpectrumACD Agent State Mappings
Cisco Agent
State
State
Derivation from Spectrum Console Lamps
and Prevalent Agent State
and Prevalent Agent State
Not Ready
Any state where available console lamp is not lit
Ready
Any state where available console lamp is lit