Cisco Cisco E-Mail Manager Unity Integration Option Manuale Di Manutenzione
Table of Contents
Purpose .....................................................................................................................................................1
Audience ....................................................................................................................................................2
Organization ..............................................................................................................................................2
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................2
Obtaining Documentation and Submitting a Service Request...................................................................3
Documentation Feedback...........................................................................................................................3
Audience ....................................................................................................................................................2
Organization ..............................................................................................................................................2
Related Documentation .............................................................................................................................2
Conventions................................................................................................................................................2
Obtaining Documentation and Submitting a Service Request...................................................................3
Documentation Feedback...........................................................................................................................3
What is an IPCC Enterprise agent?.......................................................................................................7
ICM Database Records for IPCC Enterprise Voice-Only Agents...........................................................8
Database Records for IPCC Enterprise Multichannel Agents...............................................................8
About Agent Desk Settings....................................................................................................................9
About Agent Teams and Supervisors.....................................................................................................9
About Agent Teams and Multichannel Applications.............................................................................10
ICM Database Records for IPCC Enterprise Voice-Only Agents...........................................................8
Database Records for IPCC Enterprise Multichannel Agents...............................................................8
About Agent Desk Settings....................................................................................................................9
About Agent Teams and Supervisors.....................................................................................................9
About Agent Teams and Multichannel Applications.............................................................................10
Agent Wrap-up.....................................................................................................................................13
Reason Codes.....................................................................................................................................14
Agent Desk Settings That Affect Reason Codes.................................................................................14
Predefined Reason Codes...................................................................................................................15
Redirection on No Answer...................................................................................................................17
Emergency and Supervisor Assist Calls..............................................................................................17
Reason Codes.....................................................................................................................................14
Agent Desk Settings That Affect Reason Codes.................................................................................14
Predefined Reason Codes...................................................................................................................15
Redirection on No Answer...................................................................................................................17
Emergency and Supervisor Assist Calls..............................................................................................17
Barge-in...............................................................................................................................................18
Intercept...............................................................................................................................................19
Intercept...............................................................................................................................................19
About Routing Operation.....................................................................................................................21
About Routing Configuration................................................................................................................23
About Routing Scripts..........................................................................................................................26
About Routing Configuration................................................................................................................23
About Routing Scripts..........................................................................................................................26
Configuring ICM/IPCC software for Multichannel Routing........................................................................27
Configuring Multichannel Software...........................................................................................................28
Configuring Multichannel Software...........................................................................................................28
How to Create IPCC Enterprise Voice-Only Agents............................................................................31
How to Delete IPCC Enterprise Voice-Only Agents.............................................................................32
How to Delete IPCC Enterprise Voice-Only Agents.............................................................................32
IPCC Administration Guide for Cisco Unified Contact Center Enterprise 7.5(1)
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