Cisco Cisco Unified Contact Center Enterprise 8.5(1) Manual De Mantenimiento

Allows you to define the following:

In the Configuration Manager, configure Agent Desk
Settings.

1

•

Assist call method

•

Emergency alert method

Set up the call type and associate it with the
dialed number and the routing script.

In the Configuration Manager, set up the call type

2

Allows you to define the following:

In the Configuration Manager, configure Dialed
Number for supervisor

3

•

Dialed number string

•

Call type

Allows you to define the Supervisor script
dialed number option.

In the Configuration Manager, configure Agent Team

4

Allows you to report on blind conference and
consultative call information. This script

Using the Script Editor, create a routing script to
associate the dialed number.

5

associates the supervisor's dialed number with

Use the Agent to Agent node to route the call to the
primary supervisor by editing the formula with the

the script using the Script Editor's Call Type
Manager window.

call. preferredagentid. In addition, in case this routing
fails, set up a route to the skill group where the
secondary supervisors are located.

Note: Refer to the CTI OS System Manager's Guide
for Cisco Unified ICM/Contact Center Enterprise &
Hosted for detailed information.

For information about agent desk settings, agent teams, and dialed numbers, refer to the
Installation and Configuration Guide for Cisco Unified Contact Center Enterprise & Hosted
and the Configuration Manager online help.

For information about reason codes, refer to the CTI OS System Manager's Guide for Cisco
Unified ICM/Contact Center Enterprise & Hosted.

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