Cisco Cisco IP Contact Center Release 4.6.1

How to Create an Agent

Note: The "

" section contains an

example of how to configure agents for a child deployment, which is documented in the Cisco
Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX.

Follow these steps to create an agent:

In the Configuration Manager menu, select Tools > Explorer Tools > Agent Explorer. The
Agent Explorer window appears.

In the Select filter data box, select the peripheral with which the agent is to associated and
click Retrieve. This enables the Add Agent button.

Click Add Agent.

In the property tabs on the right side of the window, enter the appropriate property values. (See
the online help for field definitions.) Use the 

 to define the agent, the 

 to map the agent to any skill groups, and the 

 to assign the agent as a supervisor.

Note: An agent team can have only one primary supervisor. There is no upper limit to the
number of secondary supervisors for a team. Refer to the online help for instructions on how
to assign a primary supervisor.

When finished, click Save.

Configuring Agents on the Child Central Controller

Access the Configuration Manager on the Child Administration & Data Server to configure
agents.

How to Configure Agents on the Child Central Controller

Use the Configuration Manager Agent Explorer tool to configure agents on the Child Central
Controller.

Start the Agent Explorer tool.

On the Main window of the Agent Explorer tool, click Retrieve.

Click Add Agent.

The Agent tab appears.

Complete all the fields except the Password and the Peripheral Name fields.

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)