Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía De Instalación
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Cisco ICM Software WebView Installation Guide
OL-0730-04
Chapter 3 Installing Cisco ICM WebView Software and Setting Up Users
Assigning an Agent to be a Supervisor
Use the following procedure to assign an agent to be a supervisor. If you have any
questions, use the ICM Configuration Manager’s online help.
questions, use the ICM Configuration Manager’s online help.
How to assign an agent to be a supervisor
Step 1
In the ICM Admin Workstation folder, open the Configuration Manager utility
and select the Person List tool.
and select the Person List tool.
Step 2
In the Person List tool, enter the personal information for the agent. This is
primarily a person’s first and last name and login password.
primarily a person’s first and last name and login password.
Every agent is associated with a person record. This record must exist before you
can create an agent in ICM software.
can create an agent in ICM software.
The purpose of the person record is so that, in a multi-channel contact center, one
person can be assigned as an agent on different peripherals. For example, the
person might handle both e-mail and phones. You can associate a person with only
one agent at a peripheral. However, you can associate the same person to more
than one agent if those agents (to which the person is associated) are at different
peripherals.
person can be assigned as an agent on different peripherals. For example, the
person might handle both e-mail and phones. You can associate a person with only
one agent at a peripheral. However, you can associate the same person to more
than one agent if those agents (to which the person is associated) are at different
peripherals.
Step 3
Open the Configuration Manager’s Agent Explorer tool and create an agent by
associating the person record you created with an agent name.
associating the person record you created with an agent name.
Step 4
In the Agent Explorer Supervisor tab, select Supervisor Agent.
Step 5
Enter the agent’s domain name, create a supervisor login name and password,
and click Save.
and click Save.
The supervisor uses that login name and password to log into WebView.
Note
•
The supervisor does not use a login name and password created by the
ICM User List tool.
•
If the supervisor also has an ICM account created by the User List tool, then
the supervisor login name (created in the Supervisor tab of the Agent
Explorer) must be different from the user login name created in the User List
tool.
the supervisor login name (created in the Supervisor tab of the Agent
Explorer) must be different from the user login name created in the User List
tool.
•
The agent’s domain sets the expiration date on the password.