Cisco Cisco Unified Contact Center Enterprise 9.0(1) Referências técnicas
Maintaining Your Configuration
49
49
Agent sets on Meridian
SCCS
3.5. Special Considerations in NAM Environments
In a Network Applications Manager (NAM) environment, multiple
Customer ICM software systems (CICMs) can share the same ACD. If you
are a NAM customer and you want to filter out events for ACD agents that
are not monitored by your CICM system, then you have to set the
LoginUnconfiguredAgents registry key to 1.
Customer ICM software systems (CICMs) can share the same ACD. If you
are a NAM customer and you want to filter out events for ACD agents that
are not monitored by your CICM system, then you have to set the
LoginUnconfiguredAgents registry key to 1.
To change the LoginUnconfiguredAgents registry key:
1.
From the Start menu, click Run.
2. Type
regedit
to open the registry.
3. Create the following registry data field (REG_DWORD) if it does not
already exist:
SOFTWARE\Cisco Systems,
Inc.\...\pgXX\PG\CurrentVersion\PIMS\pimY\
SymposiumData\Dynamic\LoginUnconfiguredAgents
Inc.\...\pgXX\PG\CurrentVersion\PIMS\pimY\
SymposiumData\Dynamic\LoginUnconfiguredAgents
4. Set the value of this field to 1.
In non-NAM Unified ICM configurations, this field is set to 0 by default.
3.6. Maintaining Your Configuration
It is important to keep your Unified ICM configuration up-to-date when
you make NCCM server configuration changes. The following types of
NCCM server changes need to be reflected in Unified ICM configuration:
you make NCCM server configuration changes. The following types of
NCCM server changes need to be reflected in Unified ICM configuration:
Addition of a new application.
Addition of a new skill set. Do not forget to configure sub-groups to
reflect all of the priorities at which agents will be members of this skill
set.
reflect all of the priorities at which agents will be members of this skill
set.
Addition of a new agent. For every skill set SS to which the agent
belongs, you must also add an entry to the skill group member table
for the skill group that corresponds to SS. If the agent’s priority, call it
X, in a skill set SS is different from the priority in SS of any
previously configured agent, you must create a new sub group for X in
Unified ICM skill group that corresponds to SS.
belongs, you must also add an entry to the skill group member table
for the skill group that corresponds to SS. If the agent’s priority, call it
X, in a skill set SS is different from the priority in SS of any
previously configured agent, you must create a new sub group for X in
Unified ICM skill group that corresponds to SS.
Note:
When the AAS option is in use, new skills and agents will be
added automatically, but the skill group and agent names will
be created with defaults, and manual updates within Unified
ICM configuration are necessary to give appropriately
descriptive names. For details, refer to Chapter
added automatically, but the skill group and agent names will
be created with defaults, and manual updates within Unified
ICM configuration are necessary to give appropriately
descriptive names. For details, refer to Chapter
Addition of a new Aura Contact Center route.