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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 4 Provisioning Cisco Unified CCX
Configuring Agents
Caution If LDAP errors or errors connecting to the LDAP server have occured, all the
agents will not be visible to Cisco CRS. In this case, Cisco CRS interprets these
agents as deleted agents. As a result, the Inactive Agents list will not be accurate.
When the errors are resolved, click Inactive Agents again to see an accurate list.
Assigning a Resource Group and Skills to an Individual Agent
To assign a resource group and skills to an individual agent, complete the
following steps.
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.
Step 2 On the Unified CCX Configuration navigation bar, click the Resources hyperlink.
The Resources summary web page opens.
Note Only agents or supervisors who have assigned Unified CCX extensions
are displayed in the list of resources in the Resources area. (For
information on assigning Unified CCX extensions, see “Assigning
Unified CM Users as Unified CCX Agents” section on page 4-11.)
Step 3 Click the name of the agent in the Resource Name column.
The Resource Configuration web page opens.
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