Synchronized Agents and Skill Groups

Agents are common across the multichannel software, but skill groups are application-specific.  Agents can be created in the Collaboration Server or E-Mail Manager applications or in ICM software, and agents can be shared across applications.  When agents or skill groups are created in either Collaboration Server or E-Mail Manager, they are simultaneously created in ICM software.  If an agent is created in ICM software, the agent must be enabled in the Collaboration Server and E-Mail Manager applications if the agent wants to log into and work on those applications.

 

Skill groups are application-specific, and even though they are simultaneously created in ICM when they are created in Collaboration Server or E-Mail Manager, they should not be created, modified, or deleted in ICM software.  You cannot enable skill groups in the applications.

 

Using ICM software, you can, of course, create voice-only agents and skill groups for basic ICM voice calls.