15-11
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 15 The Subsystems Menu
The RmCm Menu Option
RM JTAPI Provider Configuration
The Unified CCX Resource Manager (RM) uses a JTAPI user configured in
Unified CM for monitoring agent phones, controlling agent states, and routing
and queueing calls.
Use the RM JTAPI Provider area of the Unified CCX Configuration web page to
identify the JTAPI user you want the Resource Manager to use.
To access this configuration area, click the RM JTAPI Provider hyperlink on the
navigation bar of any Unified CCX Configuration web page.
Note The RM JTAPI Provider area automatically opens when you first choose Unified
CCX from the Subsystems menu of the CRS Administration menu bar. It is
unnecessary to create a RM JTAPI user in Unified CM first; specify a User
ID/Password on the this Unified CCX Configuration page automatically creates
the user in Unified CM.
Related Topic
Configuring the RM JTAPI Provider, page 4-5
Assign Skills Configuration
Note The Assign Skills hyperlink appears on the navigation bar of the Unified CCX
Configuration web page only if you have purchased a Unified CCX Enhanced or
Premium license packages.
Use the Assign Skills areas of the Unified CCX Configuration web page to modify
an existing resource group and skills configuration or to assign new resource
groups and skills to the selected agents.
To access this configuration area, click the Assign Skills hyperlink on the
navigation bar any Unified CCX Configuration web page.
This web page also contains the following buttons:
• Add Skill—to add new skills or resource groups to the selected agents (see
Adding Skills, page 15-12).
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