Cisco Cisco IPCC Web Option Maintenance Manual

Agent and person records are automatically created
in both the multichannel software’s database and
the ICM database.

You must create an agent record in
ICM/IPCC software. (Note that a Person
record is automatically created).

You need not create a person or agent record in
the ICM/IPCC Administration User Interface.

To handle multichannel contact, agents
created in this way must be enabled in the
associated multichannel software.

For agents who will work only in the multichannel
non-Voice MRDs, create the agents in the
multichannel applications.

For example, imagine that you create an
agent using the ICM/IPCC Administration
User Interface and you want that agent to

For voice agents who also handle multichannel
tasks, set up these agents in the multichannel

be able to handle Web-initiated
Single-session chat, Multi-session chat,

applications first, then add the agents to a voice
skill group in ICM/IPCC software.

and/or Blended Collaboration requests. To
do so, you must use the Collaboration
Administration desktop to enable the agent
on the Collaboration Server.

Note: Agents already created in ICM/IPCC
software that belong to voice skill groups can be
enabled in Cisco E-Mail Manager or Cisco
Collaboration Server through their respective
administration interfaces, and can be added to
email and collaboration skill groups.

Configuring an agent for multichannel requires assigning that agent skill groups for each media
type that he or she will handle. For example, the agent might handle both e-mail and phones,
Single-session chat and phones, or Blended Collaboration and E-Mail.

About Agent Desk Settings

Each agent record must be associated with an Agent Desk Setting. The Agent Desk Settings
configuration is used to associate a set of permissions or characteristics with specific agents.
These settings are comparable to Class of Service settings on a PBX or ACD. Desk settings are
associated with an agent when the agent is configured in the ICM database. The desk settings
are global in scope and they can be applied to any configured agent on any peripheral within
an ICM/IPCC configuration.

If desktop settings are not associated with a configured agent, the agent is assigned the peripheral
default settings. The peripheral default settings will depend on the default setting for the Generic
IPCC PG the agent is logged in to.

Note: See 

for detailed information.

About Agent Teams and Supervisors

You can organize IPCC Enterprise voice agents into teams. A team is a collection of agents
grouped for reporting purposes. Note that a single agent can belong to only one team.

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