Cisco Cisco Unified Contact Center Enterprise 9.0(1) Manual De Manutenção
You must perform the configuration procedure below so the supervisor can use the Barge-In and Intercept
features.
features.
Important
Procedure
Step 1
Select the Supervisor tab in the Agent Explorer tool application when you create or modify an Agent record.
Accesses an Agent record.
Accesses an Agent record.
Step 2
Select the Supervisor Agent check box. Enter the Windows Domain name.
Complete the remaining fields on this tab as described in the Configuration Manager online help.
Complete the remaining fields on this tab as described in the Configuration Manager online help.
Designates the agent as a supervisor.
Delete agent supervisor
You delete an agent supervisor by simply modifying the Agent record in the Configuration Manager.
Procedure
Step 1
Select the Supervisor tab in the Agent Explorer tool application when you delete an Agent record.
This step accesses an Agent record.
This step accesses an Agent record.
Step 2
Clear the Supervisor Agent check box.
The agent is no longer designated as a supervisor.
The agent is no longer designated as a supervisor.
Delete voice-only agent, on page 28
Create agent team
After adding agents with the Agent Explorer tool, you can create agent teams with the Agent Team List tool.
Procedure
Step 1
Access the Agent Team List tool by selecting ICM Configuration Manager > Tools > List Tools > Agent
Team List.
Team List.
Step 2
Select Retrieve, and then select Add to add a new agent team.
Allows you to begin defining a new agent team. Complete the window, adding desired agents to the team.
Allows you to begin defining a new agent team. Complete the window, adding desired agents to the team.
Step 3
Select the Members tab.
Allows you to select agents to add to the team.
Allows you to select agents to add to the team.
Step 4
Select the Supervisor tab.
Allows you to designate a supervisor for the team.
Allows you to designate a supervisor for the team.
Administration Guide for Cisco Unified Contact Center Enterprise & Hosted Release 9.0(1)
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Administering agents