Cisco Cisco IPCC Web Option Maintenance Manual

Follow these steps to migrate from sub-skill groups to base and enterprise skill groups.

–

Disable the sub-skill group mask for the peripheral using the PG Explorer tool. All skill
groups created after this is done are base skill groups.

–

Define a new base skill group to correspond with each sub-skill group being removed.

–

Assign agents to the new base skill groups and remove them from your sub-skill groups.

–

Optionally, create enterprise skill groups to group the base skill groups (in order to simplify
the migration path).

–

Update all of your routing scripts and reporting templates so that they refer to the newly
created base or enterprise skill groups.

About Routing Scripts

A routing script (created using the Script Editor) identifies the desired agent (based on skills
and customer database profile), determines the call target, and returns a route response to the
routing client.

Single-line Versus Multi-line Behavior

The following table details single-line behavior versus multi-line behavior.

Yes, when Non ACD Line Impact is set
no impact for the deployment.

Yes

Accept a routed call while call is on
second line?

Yes, and supervisor will see second line
calls on desktop by default.

Yes, but supervisor will not know agent
had calls by looking at desktop

Supervisor monitor second line using
Supervisor Desktop Monitor (CTI OS
or CAD)?

Yes, depending on the CTI OS Server
privacy configuration.

Yes, depending on the CTI OS Server
privacy configuration.

No

Supervisor Monitor using Unified
CM-based silent monitor

Not supported since all lines are
monitored

Supported on unmonitored second line

Call park

Supported

Not supported

Join Across Lines (JAL)/Direct
Transfer across Lines (DTAL)

Not supported when Agent Phone Line
Control is enabled for the deployment.

Supported on unmonitored line; no
configuration limitations

Shared line

No longer supported. Hard-coded to 1
on 69xx series phones (must be
configured before enabling multi-line).

No longer supported

Call Waiting / Busy trigger > 1

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 8.0(1)