Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Desenho
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 7 Cisco Unified Expert Advisor Option
Characteristics
Individual attributes may be configured as either visible, masked, or hidden with respect to the expert
advisor's IM client, to the reporting server, and also to the system's debug logs. In this way Unified
Expert Advisor administrators may individually control which attributes are used for which purpose,
which persist in the historical database, and which are too sensitive to be written out in the logs.
advisor's IM client, to the reporting server, and also to the system's debug logs. In this way Unified
Expert Advisor administrators may individually control which attributes are used for which purpose,
which persist in the historical database, and which are too sensitive to be written out in the logs.
Changes to attribute definitions, mappings, characteristics, and relationship to expert advisors and to
assignment queues may all be changed by the administrator at run time, and the changes take effect
immediately.
assignment queues may all be changed by the administrator at run time, and the changes take effect
immediately.
IM Message Sets
Unified Expert Advisor communicates with expert advisors via the presence client in the form of IM
messaging. These IM messages are aggregated into message sets, which are localized to many locales as
well as being completely customizable in terms of their form and content, and new message sets can even
be created. In addition, each expert advisor can be assigned not only to a particular locale but also to a
particular message set.
messaging. These IM messages are aggregated into message sets, which are localized to many locales as
well as being completely customizable in terms of their form and content, and new message sets can even
be created. In addition, each expert advisor can be assigned not only to a particular locale but also to a
particular message set.
Three messages of particular interest are the Contact Offer Request Notice, the Contact Offer Notice,
and the Contact Offer Cancelled Notice. By default, the pre-populated US English versions of these
messages are:
and the Contact Offer Cancelled Notice. By default, the pre-populated US English versions of these
messages are:
•
Contact Offer Request Notice: "Are you available to handle this contact?"
•
Contact Offer Notice: "Please standby for incoming call."
•
Contact Offer Cancelled Notice: "The system has cancelled the task."
The Contact Offer Request Notice informs an expert advisor about an incoming call and invites him to
accept or reject it. Multiple advisors can potentially accept the call, but only one will actually receive it.
Those who were a little late in responding receive the Contact Offer Cancelled Notice, but the individual
who was quickest receives the Contact Offer Notice, indicating that the call is on its way.
accept or reject it. Multiple advisors can potentially accept the call, but only one will actually receive it.
Those who were a little late in responding receive the Contact Offer Cancelled Notice, but the individual
who was quickest receives the Contact Offer Notice, indicating that the call is on its way.
As described previously, an advisor may or may not be permitted to reject contacts. Advisors who are
not permitted to reject contacts receive only a Contact Offer Notice announcing that the call is coming,
and there is no Contact Offer Request Notice in that case.
not permitted to reject contacts receive only a Contact Offer Notice announcing that the call is coming,
and there is no Contact Offer Request Notice in that case.
The Unified Expert Advisor message sets also contain inbound messages, which are regular-expression
descriptions of the formats that advisors will use to respond to queries. These are also customizable.
Administrators can take advantage of this customization capability to eliminate certain possibilities from
certain expert advisors. For example, if the corporate policy is not to allow advisors to accept calls on
their cell phones unless previously configured by the administrator, then the administrator can remove
the regular expression that describes the format that the advisor would use to specify his cell phone
number.
descriptions of the formats that advisors will use to respond to queries. These are also customizable.
Administrators can take advantage of this customization capability to eliminate certain possibilities from
certain expert advisors. For example, if the corporate policy is not to allow advisors to accept calls on
their cell phones unless previously configured by the administrator, then the administrator can remove
the regular expression that describes the format that the advisor would use to specify his cell phone
number.
The Presence Client as Lightweight CTI Desktop
Many of the messages in a message set incorporate system variables, such as the advisor's name or the
date and time of a call. They can also incorporate data from ContactDetail attributes, which can in turn
come from Unified ICM call or ECC variables or from custom SIP header fields. In this way, the Unified
date and time of a call. They can also incorporate data from ContactDetail attributes, which can in turn
come from Unified ICM call or ECC variables or from custom SIP header fields. In this way, the Unified