Cisco Inteligent contact manager: Building a Contact Center Agent

Building a Contact Center Agent

Open the ”ICM Admin Workstation”:

Open the “Configuration Manager”:

Expand the “Tools” menu:

Expand the “Explorer Tools” menu:

Choose “Device Target Explorer”:

Choose the “Retrieve” button to show the Device Targets that are currently configured.

Choose the “(1) Add Device target” button to add a new Device Target. 

Follow the configuration pattern displayed, substituting your new agent extension number. 

Choose the “(2) Add Label” button to add a new Label to the Device Target. 

Follow the configuration pattern displayed, choosing “CM_PG” for the Routing client and substituting your new agent extension number. 

Choose the “(2) Add Label” button to add a new Label to the Device Target. 

Follow the configuration pattern displayed, choosing “primary server name_IVR_PG” for the Routing client and substituting your new agent extension number. 

Choose the “(2) Add Label” button to add a new Label to the Device Target. 

Follow the configuration pattern displayed, choosing “secondary server name_IVR_PG” for the Routing client and substituting your new agent extension number. 

Choose the “Save” button to save the Device Target.  Close the window.

Choose “Agent Explorer” from the Configuration Manager:

Choose the “Retrieve” button to show the Agent profiles that are currently configured.

Choose the “(1) Add Agent” button to add a new Agent profile. 

Under the “Agent” tab, follow the configuration pattern displayed, substituting your new agent information. 

Remove the “CM_PG” from the “Enterprise Name”.

Add the “AgentID”. The AgentID will be 200 less than the Device Target (Agent’s Extension).

Under the “Advanced” tab, choose the “Desk setting” used by the Agent’s team. 

Under the “Skill group membership” tab, choose the skill groups that should be assigned to the Agent. (Can be left blank) 

If the Agent is also a Supervisor, open the “Supervisor” tab.

Check the “Supervisor Agent” box.

Supervisor login should be the Agent’s last name followed by the first initial of the first name.

Password should be blanked out. 

Choose the “Save” button to save the Agent profile.  Close the window.

Choose “Agent Team List” from the Configuration Manager:

Choose the “Retrieve” button to show the Agent Teams that are currently configured.

Choose the team to which you will assign the new Agent. 

Under the “Members” tab, choose the “Add” button. The “Add Agents” popup box will appear.

Choose the Agent’s name and select the “OK” button.

If the Agent is also a Supervisor, select the “Supervisors” tab and choose the “Add” button. The “Add Supervisors” popup box will appear.

Choose the Agent’s name and select the “OK” button.

Choose the “Save” button to save the configuration.  Close the window.

In the Call Manager, configure the Agent’s extension as a second line in the Agent’s User Device Profile.

Choose the “Save” button to save the configuration.

Agent’s extension page continued:

Verify that the Agent’s physical phone device is associated to the “End User” pg-cucc.

Continued: