Cisco Cisco Unified Contact Center Enterprise 9.0(1) Manual De Manutenção

Administering Multichannel Agents

How to Create Multichannel Agents

Create multichannel agents using the Administration desktops of the multichannel software.
Detailed information on creating agents using Cisco Collaboration Server and/or Cisco E-Mail
manager appears in the associated documentation.

Note: This task is not currently available using the IPCC Enterprise Web Administration Tool,
but is documented here since it is an administrative task you might need to perform.

How to Delete Multichannel Agents

Delete multichannel agents using the Administration desktops of the multichannel software.
The agent will be deleted in each of the applications in which the agent is enabled before being
deleted on ICM software. Detailed information on deleting agents using Cisco Collaboration
Server and/or Cisco E-Mail Manager appears in the associated documentation.

If you choose to delete multichannel agents using the ICM Configuration Manager, you will
receive an error message from ICM software recommending you delete the agent from the
application. Also, run the Verify and Synch tools for the multichannel application.

Note: This task is not currently available using the IPCC Enterprise Web Administration Tool,
but is documented here since it is an administrative task you might need to perform.

Ensures the agent is not active on the
multichannel application.

Disable the agent from the multichannel application. For
instance, use Collaboration Server Administration to
disable a Collaboration agent.

1

Deletes the agent record from the ICM database.

In the ICM Configuration Manager, delete the agent using
the Agent Explorer.

2

Deletes the person record associated with the
agent from the ICM database.

In the ICM Configuration Manager, delete the person
record.

3

For information about the ICM Configuration Manager, refer to the ICM Configuration Manager
online help.

For information about agent features, see 

.

For information about supervisor features, see 

.

IPCC Administration Guide for Cisco IPCC Enterprise Edition 7.0(0)