Технические ссылки для Cisco Cisco IP Contact Center Release 4.6.1
Peripheral Configuration
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The following example will set the default work-mode to AUTO-IN:
/defworkmode auto
This default work-mode is used by the PIM in the case where a CTI
application does not provide a proper work-mode when setting the agent
to the READY state. If unspecified, the PIM default is MANUAL-IN.
application does not provide a proper work-mode when setting the agent
to the READY state. If unspecified, the PIM default is MANUAL-IN.
2. Default Login Skill Level
The default login skill level (that is, priority or skill level) used by the
PIM can be configured via the Configuration Parameters field. The
default login skill is used when an agent logs in and no agent skill group
member can be found for that agent in Unified ICM Configuration. The
keyword /
PIM can be configured via the Configuration Parameters field. The
default login skill is used when an agent logs in and no agent skill group
member can be found for that agent in Unified ICM Configuration. The
keyword /
defskilllevel
followed by a numeric skill level sets the default
skill level. The following example sets the default login skill level to 3:
/defskilllevel 3
If unspecified, the PIM default is 16.
3. Reserved Agent Preference Levels
Reserved agent preference levels (in ICM software, Release 4.0 and
greater) can be configured via the Configuration Parameters field. The
reserved agent 1 and agent 2 preference levels (represented as preference
level 51 and 52, respectively, in CMS) can be remapped to a valid
preference level. The PIM will default the values to the highest valid
preference level. The keywords /
greater) can be configured via the Configuration Parameters field. The
reserved agent 1 and agent 2 preference levels (represented as preference
level 51 and 52, respectively, in CMS) can be remapped to a valid
preference level. The PIM will default the values to the highest valid
preference level. The keywords /
r1pref
and /
r2pref
are used to re-map
reserve preference level 1 and 2 respectively. The following example will
cause the PG to re-map reserve agent 1 and reserve agent 2 preference
levels to preference level 15 and 16, respectively.
cause the PG to re-map reserve agent 1 and reserve agent 2 preference
levels to preference level 15 and 16, respectively.
/r1pref 15 /r2pref 16
Setting a preference value of zero (0) causes the PIM to ignore that
reserve agent skill login and preference level (that is, the agent will not be
considered to have logged into that reserved skill and no metrics will be
collected for that agent for that skill).
reserve agent skill login and preference level (that is, the agent will not be
considered to have logged into that reserved skill and no metrics will be
collected for that agent for that skill).
4. Station Monitoring of Logged-In Agents
Station monitoring of logged-in agents can be automatically configured
via the Configuration Parameters field. The keyword /
via the Configuration Parameters field. The keyword /
monitoragent
followed by a “y”
or “n” causes the PG to automatically monitor or not
monitor a logged-in agent. The following example causes the PG to
automatically monitor a logged-in agent:
automatically monitor a logged-in agent:
/monitoragent y
With a setting of
y
, the PG, at the time of an agent login, will
automatically monitor that agent’s station even if that station is not in the
Peripheral Monitor list. If station monitoring is enabled, the PG will
default to automatically monitoring logged-in agents. If station
monitoring is disabled, the PG will not monitor any agent stations.
Peripheral Monitor list. If station monitoring is enabled, the PG will
default to automatically monitoring logged-in agents. If station
monitoring is disabled, the PG will not monitor any agent stations.