Cisco Cisco IP Contact Center Release 4.6.1

If you select a person for a temporary agent, you make that agent a
permanent one. You cannot demote an agent to be a temporary one.

A Unified ICM agent's personal information is stored in the database's
Person table.

An enterprise name for the agent that is unique within the enterprise.

When defining a new agent, if you click this field after entering the
agent's first and last name, the system by default enters as the enterprise
name the peripheral with the agent's last and first name appended to it.
For example: Boston_PG_1.Smith_John where Boston_PG_1 is the
peripheral and Smith_John is the agent's last and first name.

The agent login ID assigned at the peripheral. The peripheral number
is equivalent to the agent ID. You must enter the Peripheral number

for a voice agent or agent enabled for voice. If you create an agent on
Unified ICM without assigning the agent to a skill group and leave the
Peripheral number blank, it is auto-generated.

Note: If you change the Agent ID (Peripheral ID), you must cycle the
PG in order to populate the new agent ID and information in the CTI
OS Supervisor Desktop.

(optional) The name of the agent as known to the peripheral; for
example: service_expert1. The peripheral name is equivalent to the
agent name.

Note: If you change the Agent ID (Peripheral ID), you must cycle the
PG in order to populate the new agent ID and information in the CTI
OS Supervisor Desktop.

Indicates that this was originally configured by Peripheral Auto Config
and is no longer used by the peripheral.

Skill Group Membership Tab

The Skill Group Membership tab lists the skill groups in which the selected agent is a member
and enables a supervisor to add (or remove) the selected agent to (or from) a skill group. You
can also assign a default skill group for an agent on this tab.

The skill groups in which the selected agent is a member.

Click this button to add the selected agent to a skill group. In the Add Skill
Group Member dialog, select the skill group you want and click OK.

Click this button to remove the selected agent from the selected skill group.

Select the agent's default skill group from the drop-down list box.

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted Release 8.0(2)