Cisco Cisco Unified Contact Center Enterprise 9.0(2) Maintenance Manual

Ensures the agent is not active on the
multichannel application.

Disable the agent from the multichannel application. For
instance, use Collaboration Server Administration to
disable a Collaboration agent.

1

Deletes the agent record from the ICM database.

In the ICM Configuration Manager, delete the agent using
the Agent Explorer.

2

Deletes the person record associated with the
agent from the ICM database.

In the ICM Configuration Manager, delete the person
record.

3

For information about the ICM Configuration Manager, refer to the ICM Configuration Manager
online help.

For information about agent features, see 

.

For information about supervisor features, see 

.

For information about bulk loading agents, refer to the IPCC Installation and Configuration
Guide for Cisco IPCC Enterprise Edition.

For information about multichannel agents, refer to the Cisco Collaboration Server
Administration Guide for Cisco ICM/IPCC Enterprise & Hosted Editionsand online help and
the Cisco E-Mail Manager Administration Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions and online help.

For information about database verify and sync, refer to the Cisco Collaboration Server
Administration Guide for Cisco ICM/IPCC Enterprise & Hosted Editionsand online help.

How to Configure Not Ready Reason Codes

Configure the agent Not Ready reason codes in the Reason
Code List tool.

In the ICM Configuration Manager, configure
Not Ready reason codes

1

Note: If you are using the CTI Toolkit Agent Desktop (Win32),
make sure the reason codes match the codes on the desktop.

ICM reason codes display in the Agent Not Ready reports, but
the agent actually selects the desktop code, so these codes must
match to avoid confusion. Configure predefined Not Ready
reason codes so their text displays in the reports.

Open the PG Explorer tool, select the PG, and select the Cisco
CallManager peripheral. Then check the Agent event detail

In the ICM Configuration Manager, enable the
Agent event detail option.

2

check box on the Agent Distribution tab to enable reporting
on Not Ready reason codes.

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