Руководство Администратора для Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1)
Chapter 4 Provisioning Cisco Unified CCX
Configuring Agent-Based Routing
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Cisco Customer Response Solutions Administration Guide, Release 6.0(1)
The Remote Monitor area of the Unified CCX Configuration web page reappears.
The Supervisor is now able to access the CRS Supervision web page and view
his/her allowed CSQs and agents.
his/her allowed CSQs and agents.
Tip
When running the Remote Monitoring script, you might need to provide a CSQ
ID. This ID is internally generated and is only visible on the CRS Supervision
page. See the
ID. This ID is internally generated and is only visible on the CRS Supervision
page. See the
Configuring Agent-Based Routing
Agent-based routing provides the ability to send a call to a specific agent, rather
than any agent available in a CSQ.
than any agent available in a CSQ.
Use the Agent Based Routing Settings web page to configure system-wide
parameters to be used in an agent-based routing application.
parameters to be used in an agent-based routing application.
Procedure
Step 1
From the CRS Administration menu bar, choose Subsystems > RmCm.
The Unified CCX Configuration web page opens, displaying the RM JTAPI
Provider area.
Provider area.
Step 2
On the Unified CCX Configuration navigation bar, click the Agent Based
Routing Settings hyperlink.
Routing Settings hyperlink.
The agent-based routing area opens.
Step 3
Use this web page to specify the following: