Cisco Cisco IP Contact Center Release 4.6.2 Maintenance Manual

Administering Agents

This chapter explains the tasks you must be familiar with when setting up agents for your IPCC
Enterprise contact center.

This section contains the following topics:

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How to Administer Agents

How to Create IPCC Enterprise Voice-Only Agents

Note: You must ensure that you have already set up Agent Desk Settings before configuring
agents.

Creates an agent record associated with the person record.

Use the Agent Explorer tool in the ICM
Configuration Manager to create an agent

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Note: Important!Do not change an agent’s ID while the agent is
logged into the CTI Toolkit Agent Desktop (Win32).

record. If you want to associate this agent
with an existing Person record, click the
Select Person button.

Enter the agent information and click Save to save the record. See
the online help for more information.

Note: Agent IDs can be up to nine digits long. The first digit in the
ID must be 1 through 9. It cannot be 0. Also, this number cannot
be the same as the extensions on the CCM cluster for this agent.

IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)