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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 4 Provisioning Cisco Unified CCX
Creating, Modifying, and Deleting Teams
Creating Teams
Use the Teams area of the Unified CCX Configuration web page to create or
associate teams with various agents, CSQs, and supervisors.
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 Teams hyperlink.
The Teams summary web page opens.
Step 3 Click the Add a new Team hyperlink.
The Team Configuration page appears.
Step 4 Use this web page to specify the following:
Note Primary and secondary supervisors are Unified CM users configured as
CRS supervisors. For more information, see “Creating a Team
Supervisor” section on page 4-40.
Fields / Buttons Description
Team Name Name for the team.
Primary Supervisor Primary supervisor for the team.
Secondary Supervisors / Available
Supervisors
Use the arrow buttons to assign secondary supervisors to the
team.
Assigned Resources / Resources
Assigned to Other Teams
Use the arrow buttons to assign or remove resources for the team.
Note You cannot remove resources from the default team.
Assigned CSQs / Available CSQs Use the arrow buttons to assign or remove CSQs for the team.
Note You can remove CSQs from the default team.
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