Cisco Cisco Unified Contact Center Enterprise 9.0(1) Referências técnicas
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ACD
Configuration
2.4.5. Modifying the Agent Login ID
For each agent using Unified WIM, add the Unified WIM hunt group to the
Agent login ID form.
Agent login ID form.
To modify the Agent login ID.
1. Enter the command change agent-loginID <agent login ID number>.
The Agent Login ID screen appears.
Figure 7: Modifying Agent LoginID
2. If this is a new agent, type the hunt group number that indicates Unified
WIM agents in the Direct Agent Skill field. If this is an existing agent,
add the hunt group that indicates Unified WIM agents in the SN (Skill
Number) field in the table at the bottom of the screen.
add the hunt group that indicates Unified WIM agents in the SN (Skill
Number) field in the table at the bottom of the screen.
3. Complete the remaining fields as described in the Avaya documentation.
2.4.6. Creating a Station Record for Phantom Lines
If your site uses any of the phantom line CTI strategies to handle call flows,
set up a pool of phantom lines and create a station record for each phantom
line. For information on how to create a pool of phantom lines and determine
your phantom line requirements, see the Cisco Media Blender Administration
Guide.
set up a pool of phantom lines and create a station record for each phantom
line. For information on how to create a pool of phantom lines and determine
your phantom line requirements, see the Cisco Media Blender Administration
Guide.
Phantom lines are phone lines that are set aside for use by CMB to make
phone calls. The phone lines you use do not need to have actual phones; you
must configure them as you would an agent in your contact center. If you have
the AES switch Version 6.3 or later, you can set up phantom lines without
hardware using the Administration Without Hardware (AWOH) feature.
Earlier versions required actual phones for your phantom lines.
phone calls. The phone lines you use do not need to have actual phones; you
must configure them as you would an agent in your contact center. If you have
the AES switch Version 6.3 or later, you can set up phantom lines without
hardware using the Administration Without Hardware (AWOH) feature.
Earlier versions required actual phones for your phantom lines.
To create a station record for a phantom line: