Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

Agent Desk
Settings page

Agent Desk Settings associate a set of permissions or characteristics
with specific agents, such as how and when calls to these agents are
redirected, how and when they enter various works states, and
whether they can make outbound calls.

Create Agent Desk Settings.

You can create a Default Desk Setting that is the set of permissions
automatically assigned to all new agents unless overridden.

Agents page

In order to use IPCC Enterprise, all prospective agents first need an
account which includes a login ID and password. You can designate

Create Agents and Agent
Supervisors. Assign desk

certain agents as supervisors, allowing them to be later designated

settings to agents. Give
supervisors WebView access. as supervisors of agent teams. Supervisors--provided they have an

Active Directory account on IPCC Enterprise's AD domain--can be
given access to WebView Reporting.

You can assign different desk settings to different agents based on
their needs, and, as necessary, temporarily suspend their login
privileges or turn on Agent State Trace, which allows you to track
their transition through various states of readiness.

Skill Groups page

A skill group is a collection of agents that share a common set of
skills. In IPCC Enterprise, skill groups are one of the primary devices
for routing and reporting.

Create Skill Groups and
assign agents to skill groups.

An agent can be associated with multiple skill groups and each skill
group is associated with a specific media routing domain (MRD)
such as voice, chat, or e-mail.

Agent Teams page

Agent teams allow you to associate a set of agents with a specific
supervisor. In addition to reporting uses, this association allows

Create Agent Teams. Assign
agents and supervisors to
teams.

IPCC Enterprise to determine to which supervisor an agent's
Supervisor Assist requests are to be routed.

Enterprise Skill
Groups page

An enterprise skill group is a logical grouping of skill groups, and
can include skill groups from different MRDs. Through enterprise
skill groups, you can generate reports that include any grouping of
skill groups you desire.

Optionally, create Enterprise
Skill Groups. Assign skill
groups to enterprise skill
groups.

Post-Installation Configuration: Set Up Contact Routing

Perform the tasks listed below to configure contact (voice and non-voice) routing for your IPCC
Enterprise System. Tasks do not need to be performed in the order shown below; however, this

Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)