Cisco Cisco IPCC Web Option Maintenance Manual

How to Create an Agent Supervisor

You create an agent supervisor by simply modifying the agent record in the ICM Configuration
Manager.

Accesses an agent record.

Select the Supervisor tab in the Agent Explorer tool
application when creating or modifying an agent
record.

1

Designates the agent as a supervisor.

Check the Supervisor Agent check box. Enter the
Windows Domain name.

2

Complete the remaining fields on this tab as
described in the ICM Configuration Manager online
help.

Note: Important! You must perform the configuration listed above so the supervisor can use
the Barge-In and Intercept features.

How to Delete an Agent Supervisor

You delete an agent supervisor by simply modifying the agent record in the ICM Configuration
Manager.

Accesses an agent record.

Select the Supervisor tab in the Agent Explorer
tool application when deleting an agent record.

1

Agent is no longer designated as a supervisor.

Uncheck the Supervisor Agent check box.

2

Note: If you want to delete the entire record, follow the
guidelines for deleting an agent record in the “How to Delete
IPCC Enterprise Voice-Only Agents” section.

How to Create Agent Teams

After adding agents with the Agent Explorer tool, you can create agent teams with the Agent
Team List tool.

Access the Agent Team List tool.

Access the Agent Team List tool in the ICM
Configuration Manager.

1

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