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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Contents
JTAPI Provider Migration 15-3
JTAPI Call Control Group Configuration 15-4
Adding a New JTAPI Call Control Group 15-4
JTAPI Triggers Configuration 15-5
Adding a JTAPI Trigger 15-5
Resynchronizing JTAPI Information 15-5
The RmCm Menu Option 15-6
Skills Configuration 15-7
Adding a New Skill 15-8
Resources Configuration 15-8
Modifying a Resource 15-9
Resource Group Configuration 15-9
Adding a New Resource Group 15-9
CSQ Configuration 15-10
Adding a CSQ 15-10
RM JTAPI Provider Configuration 15-11
Assign Skills Configuration 15-11
Adding Skills 15-12
Removing Skills 15-12
Remote Monitor Configuration 15-12
Assigning Resources and CSQs to a Remote Supervisor 15-13
Agent Based Routing Settings Configuration 15-13
Teams Configuration 15-13
The Add a New Team Hyperlink 15-14
The Unified ICME Menu Option 15-14
Unified ICME Configuration 15-15
Adding an Unified ICME VRU Script 15-15
Add a New Unified ICME VRU Script 15-16
The Database Menu Option 15-16
Database Subsystem Configuration 15-16
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