Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Cisco Desktop Administrator User Guide
188
November 19, 2013
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 work flow group. A supervisor,
however, sees all of the SMEs in all of the work flow 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 work flow group. A supervisor,
however, sees all of the SMEs in all of the work flow 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.
Unified Presence can be configured to allow you to assign up to 100 SMEs to a
contact list in Unified Presence 6.0, and up to 200 SMEs to a contact list in Unified
Presence 7.0 or higher.
contact list in Unified Presence 6.0, and up to 200 SMEs to a contact list in Unified
Presence 7.0 or higher.
Use the Contact Lists node to complete the following tasks.
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