Contents
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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Invoking Unified CM Administration 4-8
Defining Unified CM Users as Agents 4-9
Guidelines for Configuring Agent Phones 4-10
Assigning Unified CM Users as Unified CCX Agents 4-11
Creating, Modifying, and Deleting Resource Groups 4-12
Creating a Resource Group 4-12
Modifying an Existing Resource Group Name 4-13
Deleting a Resource Group 4-14
Creating, Modifying, and Deleting Skills 4-15
Creating a Skill 4-15
Modifying an Existing Skill Name 4-16
Deleting a Skill 4-16
Configuring Agents 4-17
Implications of Deleting Agents in Unified CM 4-18
Assigning a Resource Group and Skills to an Individual Agent 4-19
Assigning Resource Groups and Skills to Agents in Bulk 4-21
Removing Skills from Individual Agents 4-22
Removing Skills from Agents in Bulk 4-23
Creating, Modifying, and Deleting CSQs 4-24
Creating a CSQ 4-26
Modifying an Existing CSQ 4-31
Deleting a CSQ 4-31
Resource Pool Selection Criteria: Between Skills and Groups 4-32
Resource Skill Selection Criteria Within a CSQ 4-33
Configuring and Using Remote Monitoring 4-35
Creating a Remote Monitoring Supervisor 4-36
Assigning Resources and CSQs to a Supervisor 4-37
Configuring Agent-Based Routing 4-38
Creating, Modifying, and Deleting Teams 4-39
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