для Cisco Cisco IP Contact Center Release 4.6.1
Description
Field
(optional) A string of parameters the system software sends to the peripheral
to initialize the skill group.
to initialize the skill group.
ConfigParam
Additional information about the skill group.
Description
Indicates that this skill group was originally configured by Peripheral Auto
Config and is no longer used by the peripheral.
Config and is no longer used by the peripheral.
No longer used by peripheral
Skill Group Members Tab
The Skill Group Members tab allows you to view skill group member information for the
currently selected skill group. If you have maintenance access, this tab also lets you add or
remove skill group members. It also lets you assign this skill group as the default skill group
for one or more agents.
currently selected skill group. If you have maintenance access, this tab also lets you add or
remove skill group members. It also lets you assign this skill group as the default skill group
for one or more agents.
Note: This tab is only enabled if there are no sub-skill groups configured for this base skill
group.
group.
Table 30: Skill Group Members Tab Field Descriptions
Description
Field/Button
This window lists the names of all the agents that are members of the selected
skill group.
skill group.
Current skill group members
The name of an agent in the skill group.
Agent name
The name of each agent's default skill group. <System-defined> indicates
that the agent's default skill group is the peripheral default skill group.
that the agent's default skill group is the peripheral default skill group.
Current default skill group name
To add a skill group member, click this button. Then in the Add Skill Group
Member window, select the name of an agent from the list of available records
and click OK.
Member window, select the name of an agent from the list of available records
and click OK.
Add
To remove an agent, select an agent name in the Current skill group members
window and click this button.
window and click this button.
Remove
To set an agent's default skill group to the current skill group, select one or
more agent names in the Current skill group members window and click this
more agent names in the Current skill group members window and click this
Set Default Skill Group
button. This button is disabled if the peripheral is not a CallManager/SoftACD
or IPCC System peripheral, or the Media routing domain is not configured as
Cisco_Voice.
or IPCC System peripheral, or the Media routing domain is not configured as
Cisco_Voice.
Assigning Agents to a Default Skill Group
Observe the following guidelines when assigning an agent to a default skill group:
•
An agent can be a member of multiple skill groups, but can only belong to one default skill
group. Clicking the Set Default Skill Group button sets the default skill group for all selected
agents to this skill group.
group. Clicking the Set Default Skill Group button sets the default skill group for all selected
agents to this skill group.
•
Removing one or more agents with this skill group set as its default causes the agent's default
skill group to be set to the peripheral default skill group.
skill group to be set to the peripheral default skill group.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)
123
Chapter 7: Configuring Skill Targets
Skill Groups