Cisco Cisco Unified CRM Connector 7.5 安装指南

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Queue Assignment

Assign a Queue to an Agent.

IMPORTANT WARNING: You must assign at least one queue to each
agent, even if you do not use queues (or skills) in UCC or the ICM
integrated ACD. You may assign a “phantom” queue value, such as 1, 10
or 9999. Agents will not be able to log in without this queue assignment.

Before assigning a queue to an agent you must create it as a global queue
number.

Step 1: Select the “Add” button on the queue line. This opens the
Queue List dialog that lists all available queues.

Step 2: Select a queue from the list.

Step 3: Press OK to assign the queue and close the dialog the queue is
added to the agent’s queue list; or press Cancel to discard the assignment
and close the dialog.

Step 4: Save the agent settings from the User dialog.

Remove Queue Assignment from Agent

This removes the queue assignment from only one agent.

Step 1: Select the queue to remove from the drop down list.

Step 2: Press the delete button. This removes the queue assignment
from the current agent.

Step 3: Save the agent settings from the User dialog.

Channel ID Assignment

Each agent must be assigned to a configured CRM Connector channel.
Use the Channel ID setting to associate the agent with the Cisco channel.
The Channel ID must match one of the channel settings in the CRM
Connector Server config.ini CTI module configurations.

To assign an agent to a channel, enter the Channel ID in the text box
and save the agent’s User dialog settings.

Channel ID text

box.