Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Configuring Contact Lists
January 16, 2013
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Configuring Contact Lists
A contact list consists of the SMEs that you want to make available to agents who use
Agent Desktop. Agents and supervisors see the SMEs in the Contact Selection window
after clicking the Chat button when the Presence feature is enabled. An agent only
sees the SMEs who are assigned to the agent’s workflow group. A supervisor, however,
sees all of the SMEs in all of the workflow groups that are associated with the
supervisor’s teams.
Agent Desktop. Agents and supervisors see the SMEs in the Contact Selection window
after clicking the Chat button when the Presence feature is enabled. An agent only
sees the SMEs who are assigned to the agent’s workflow group. A supervisor, however,
sees all of the SMEs in all of the workflow groups that are associated with the
supervisor’s teams.
NOTE: Agents and supervisors must restart Agent Desktop and
Supervisor Desktop to see any changes you make to contact lists.
Supervisor Desktop to see any changes you make to contact lists.
The maximum number of SMEs in a contact list is configurable in Unified Presence.
The recommended maximum is 100 SMEs in Unified Presence 6.0 and 200 SMEs in
Unified Presence 7.0 or higher.
The recommended maximum is 100 SMEs in Unified Presence 6.0 and 200 SMEs in
Unified Presence 7.0 or higher.
Use the Contact Lists node to complete the following tasks.
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Creating a Contact List
To create a contact list:
1. Choose Cisco Unified Presence Settings > Contact Lists. The Contact Lists
page appears (
Figure 111. Contacts Lists