Cisco Cisco IPCC Web Option Maintenance Manual

Cisco

Table of Contents

Preface ...........................................................................................................................................................1

Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................2
Organization ..............................................................................................................................................2
Related Documentation..............................................................................................................................2
Product Naming Conventions.....................................................................................................................3
Conventions................................................................................................................................................3
Obtaining Documentation and Submitting a Service Request...................................................................4
Documentation Feedback...........................................................................................................................5

Part 1. Managing Cisco Unified Contact Center Enterprise Agents and Call Routing.............7

1. Cisco Unified Contact Center Enterprise Agents........................................................................................9

About Administering Cisco Unified Contact Center Enterprise Agents......................................................9

What is a Cisco Unified Contact Center Enterprise Agent?..................................................................9
Cisco Unified Intelligent Contact Management Database Records for Cisco Unified Contact Center
Enterprise Voice-Only Agents..............................................................................................................10
Database Records for Cisco Unified Contact Center Enterprise Multichannel Agents........................11
About Agent Desk Settings..................................................................................................................11
About Agent Teams and Supervisors...................................................................................................11
About Agent Teams and Multichannel Applications.............................................................................12

About the Cisco Unified Contact Center Enterprise Agent Re-skilling Tool..............................................13
Modifying the Skill Groups Per Agent Limit..............................................................................................13

Using the ConfigLimit Tool...................................................................................................................13
Additional Requirements......................................................................................................................14

About Network Transfer for IVRs..............................................................................................................15
About Cisco Unified Contact Center Enterprise Routing..........................................................................15

About Routing Operation.....................................................................................................................15
About Routing Configuration................................................................................................................17
About Routing Scripts..........................................................................................................................20

Single-line Versus Multi-line Behavior......................................................................................................20

2. Configuring CTI OS and CAD Desktop Features......................................................................................23

About Configuring Agent Features with Agent Desk Settings List Tool....................................................23

Agent Wrap-up.....................................................................................................................................23
Reason Codes.....................................................................................................................................24
Agent Desk Settings That Affect Reason Codes.................................................................................24
Predefined Reason Codes...................................................................................................................25
Redirection on No Answer...................................................................................................................27
Emergency and Supervisor Assist Calls..............................................................................................28

About Configuring Supervisor Features...................................................................................................28

Barge-in...............................................................................................................................................28
Intercept...............................................................................................................................................29

3. Routing Tasks for Multichannel Options....................................................................................................31

Configuring Cisco Unified Intelligent Contact Management/Contact Center Enterprise Software for
Multichannel Routing................................................................................................................................31
Configuring Multichannel Software...........................................................................................................32

Part 2. Performing Administrative Tasks with Cisco Unified Contact Center Enterprise ......33

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

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