Cisco Unified Contact Center Express

Document ID: 45201

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
Related Information

Introduction

This document describes why the Supervisor Desktop ID fails to log into Supervisor Desktop in a Cisco IP Contact Center (IPCC) Express environment. It also provides the correct configuration to resolve the issue.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco CallManager

• Cisco IPCC Express

Components Used

The information in this document is based on these software and hardware versions:

• Cisco CallManager version 3.3(2) with Service Pack B (SPB) or later

• Cisco IPCC Express version 3.0(3a) or later

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

When you log into the Supervisor Desktop, the login fails with two different error messages.

• The Supervisor Desktop ID has administrator rights, login fails with the error message:

  This ID does not have a Supervisor's rights.

Solution

This is a configuration issue. In order to log in to a Supervisor Desktop, the ID must belong to a team of agents. It is necessary to run the Cisco Desktop Administrator to complete two tasks:

• Add the Supervisor Desktop ID to the supervisor group

• Add the Associate Supervisor Desktop ID to the team

The Supervisor window (Figure 3) displays a list of the supervisors available to a team. These supervisors are chosen from the list of agents set up in the Integrated Contact Distribution (ICD) server. It is possible to add or remove a supervisor and to view supervisor properties from this window.

Figure 4 shows the setup of agents for a particular team.

• Agents selected for the team

• Agents available to be assigned to the team

The list of available agents includes agents who have not yet been assigned to a team. An agent can belong to only one team at a time.

In Figure 5, the setup of supervisors for a particular team is displayed.

• Primary supervisor

• Secondary supervisors

• Available supervisors

The list of available supervisors includes any agent tagged as a supervisor. Supervisors can be assigned to multiple teams.

The Teams - Contact Service Queue window (Figure 6) allows the setup of a contact service queue for a particular team These are the setup options displayed:

• Queues assigned to the team

• All available queues

The list of available queues includes every queue set up on the ICD server. Queues can be assigned to multiple teams.

Related Information

• Cisco Desktop Administrator User Guide
• Technical Support - Cisco Systems