Cisco Cisco Unified Contact Center Management Portal 8.5 Guía Del Usuario
User Manual for Cisco Unified Contact Center Management Portal Release 8.5(1)
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Field
Description
Entry
Default
Required?
Outbound Access
For deployments where agents can
make outbound calls, determines the
type of outbound calls they can
make.
make outbound calls, determines the
type of outbound calls they can
make.
Select one or more from International,
National, Local private network,
Operator assisted, PBX, Agent to
Agent, Non ACD Calls, Initiate
Supervisor Calls Allowed.
National, Local private network,
Operator assisted, PBX, Agent to
Agent, Non ACD Calls, Initiate
Supervisor Calls Allowed.
Unchecked
No
Agent Tab
Agents
The agents with which the desktop
is associated.
is associated.
Select from list.
Null
No
Advanced Tab
Enterprise Name
The name used to identify the
desktop within the system.
desktop within the system.
Unique. Up to 24 characters, letters,
numbers, and under-score characters
only. Must begin with letter or number.
numbers, and under-score characters
only. Must begin with letter or number.
Auto-
generated
from the
name
generated
from the
name
Yes
Active From Date
The date from which the desktop
will be active within the system.
will be active within the system.
Select from calendar.
Current date Yes
Active To Date
The date after which the desktop
will be deleted from the system.
will be deleted from the system.
Uncheck Forever box and select from
calendar.
calendar.
Forever
No
Managing Agent Teams
Page Access and Use
Use the Agent Teams page to create, edit, and delete agent teams, and to assign
agents and supervisors to a team. To open the page, from the Web Administration
menu, select System Manager > Resource Folder > New > Resource Item >
Agent Team.
agents and supervisors to a team. To open the page, from the Web Administration
menu, select System Manager > Resource Folder > New > Resource Item >
Agent Team.
What is an Agent Team?
Unified CCE allows you to group individual agents into agent teams that can be
managed by supervisors. Agents are assigned to agent teams individually. When
configuring agent teams, be aware of the following rules:
managed by supervisors. Agents are assigned to agent teams individually. When
configuring agent teams, be aware of the following rules:
An agent can be a member of only one agent team (or of no teams)
An agent team can have only one Primary Supervisor
A supervisor can be a supervisor of any number of agent teams
A supervisor for an agent team can also be a member of that agent team
How to Create an Agent Team
To create an agent team:
1. In the Items panel, click New > Resource Item > Agent Team.
2. Enter a unique name for the team.
3. Complete fields as described in the Agent Team Fields table below.
4. To assign agents to the team, check the boxes of one or more agents in the
Agents tab, and click Add above the list.
Note the Selected Path drop-down list opens up a folder tree so that you can also
select agents from other folders to add to the team.
select agents from other folders to add to the team.