Cisco Cisco IP Contact Center Release 4.6.1 Maintenance Manual
ICM Database Records for IPCC Enterprise Voice-Only Agents
In the ICM database, each agent must be associated with two database records:
Description
ICM database
record
record
Identifies the individual. Person records must exist for all IPCC Enterprise
agents. Every agent in your configuration must have a single person record.
agents. Every agent in your configuration must have a single person record.
Person record
This record can then be associated with one or multiple agent records, as
described below.
described below.
Note: System IPCC automatically sets the Person record. In System IPCC,
there is a one-to-one correspondence between the agent and the person.
there is a one-to-one correspondence between the agent and the person.
Identifies the agent working on a particular peripheral. There must be a
one-to-one correspondence between each agent record and it’s associated
one-to-one correspondence between each agent record and it’s associated
Agent record
peripheral. However, in IPCC Enterprise, if an agent is going to be working
on several peripherals, you can create several agent records and associate
these with the same person record. In this way, a single agent can work on
several different peripherals. In System IPCC, this only works if done from
the parent system.
on several peripherals, you can create several agent records and associate
these with the same person record. In this way, a single agent can work on
several different peripherals. In System IPCC, this only works if done from
the parent system.
When you create an Agent record, you have the option of associating it with an existing Person
record (click the Select Person button). If you do not associate the Agent record with an existing
Person record, a new Person record is automatically created when you create the agent.
record (click the Select Person button). If you do not associate the Agent record with an existing
Person record, a new Person record is automatically created when you create the agent.
Database Records for IPCC Enterprise Multichannel Agents
IPCC Enterprise agents who will use multichannel software are associated with three different
database records:
database records:
•
The person record in the ICM/IPCC database
•
The agent record in the ICM/IPCC database
•
The agent record in the database for the multichannel application (Cisco Collaboration Server
or Cisco E-Mail Manager)
or Cisco E-Mail Manager)
You can create multichannel agents using either the ICM/IPCC Administration User Interface
or the Administration interface for the multichannel software. The following table explains why
creating multichannel agents using the multichannel software is the preferred method for agent
creation.
or the Administration interface for the multichannel software. The following table explains why
creating multichannel agents using the multichannel software is the preferred method for agent
creation.
IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)
18
Chapter 2: IPCC Enterprise Agents
About Administering IPCC Enterprise agents