Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 10.0(1)

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Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 10.0(1)

Chapter Title

Skill Targets

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Updated:: April 24, 2014

Chapter: Skill Targets

Skill Targets Subsystem
Services
Skill Groups
Skill Groups per Agent Limit
- Change Skill Groups Per Agent Limit
- Additional Requirements
Persons
- Select Filter Data
- Person List Tool Tab Descriptions
  - Attributes Tab
    - Change Your Password
Agents
Enterprise Data
Precision Queue Configuration

Skill Targets

This chapter describes how to set up the entities that the system software selects to handle calls at a peripheral.

This chapter also includes instructions for using the agentcfg.exe utility that allows you to update your Unified ICM database with agent information from a Unified Intelligent Contact Management (Unified ICM) peripheral.

Skill Targets Subsystem
Services
Skill Groups
Skill Groups per Agent Limit
Persons
Agents
Enterprise Data
Precision Queue Configuration

Skill Targets Subsystem

After you define a peripheral, you must define the skill targets associated with the peripheral. The following figure shows the elements in a skill targets subsystem.

Figure 1. The Skill Targets Subsystem

Skill targets are the entities that the system software chooses to handle calls at a peripheral: services, skill groups, and agents.

The other members in the skill target subsystem define relationships among skill targets:

Agents are members of skill groups.
Skill groups are members of services.
An enterprise skill group is a collection of skill groups, usually from different peripherals.
An enterprise service is a collection of services, usually from different peripherals.

The rest of this chapter describes how to define these skill targets and establish the relationships among them.

Services

You must provide information about each service associated with a peripheral. A service is a type of caller need that the peripheral handles; for example, sales, support, and information might all be services.

Use the Service Explorer to configure services and their associated records.

Service Explorer
Service Explorer Tab Descriptions
Modifying, Defining, and Deleting Services

Service Explorer

The following sections show you how to use the Service Explorer to view and configure a service and its associated routes, peripheral targets, and labels.

View Service

View Service

To view a service, follow these steps:

Procedure

Step 1

In the Configuration Manager menu, select Tools > Explorer Tools > Service Explorer. The Service Explorer window appears.

Step 2

In the Select filter data box, select the peripheral associated with the service you want to view. You can choose the name from the drop-down list.

Note

Once you have saved a service record to the Unified ICM database, you cannot change the peripheral to which it is associated.

Step 3

Select any other filters you want. None in the Optional filter box means all services associated with the selected peripheral will be displayed.

Step 4

Click Retrieve. This lists in the tree list box the names of retrieved services.

Note

A tree object is unassigned if it was made by another configuration tool and was not assigned (mapped) to a parent object; for example, a label might not have been assigned to a peripheral target or a route might not have been assigned to a service, and so on.

Step 5

In the tree list box, select a service to display its configuration information on the right side of the window.

Step 6

If the service has a route associated with it, click its icon in the tree list box to display its configuration information. Do the same for a peripheral target associated with the route and a label associated with the peripheral target.

Service Explorer Tab Descriptions

The tables in the following sections describe the fields in the Service Explorer records.

Service Tab
Advanced Tab
Service Members Tab
Route Tab
Peripheral Target Tab
Label Tab

Service Tab

This tab allows you to view (and define or edit, if you have maintenance access) the properties of the selected service.

A service is the type of caller need that a peripheral handles; for example, Sales, Support, and Information.

Table 1 Service Tab Field Descriptions
Field	Description
Media routing domain (required)	(selection list) The MRD associated with the service.
Peripheral number (required)	The number of this service as understood by the selected peripheral. Use the application number, gate number, split number, or skill number. This value must be unique among all services for a peripheral, but need not be unique across peripherals.
Peripheral name (required)	The local name for the peripheral's service. This value must be unique among all services associated with the peripheral, but need not be unique across peripherals. For example, each peripheral can have a service named Sales.
Name (required)	The enterprise name of the service. This name must be unique among all the services in the enterprise. If you click in this box after entering the peripheral name, the software automatically creates this name by appending the peripheral name to the selected peripheral. For example: Boston_PG_1.Sales.
Config param	(optional) A string of parameters the Unified ICM system sends to the peripheral to initialize the service.
Service level type (required)	For Unified Contact Center Enterprise (Unified CCE) peripherals and for non-voice MRDs, the value of this field is always 1 ("ignore abandoned calls") since you cannot track abandoned calls in these cases. The Configuration Manager tools do not allow this field to be changed for Unified CCE peripherals and non-voice MRDs.
Service level threshold (required)	Default value at runtime. This can be overriden for individual services (Service table). If not, this value is used if valid. If this entry is negative, the default is obtained from the ServiceLevelThreshold table, the MRDomain table. Default entry is –1, which must be displayed in text, and not as a number.
Peripheral service level type	Ignored for non-voice services.
No longer used by peripheral	Indicates that this was originally configured by Peripheral Auto Config and this service is no longer used by the peripheral.

Advanced Tab

This tab allows you to view (and define or edit, if you have maintenance access) advanced properties of the selected service.

Table 2 Advanced Tab Field Descriptions
Field	Description
Peripheral service level type (required)	Type of service level calculation to be used in the Peripheral Service Level fields of the Service Real Time and Service Half Hour tables.
Schedule name	Identifies an imported schedule associated with the service.
Extension	The extension number for the skill group used by Avaya (Definity). For all other peripheral types, leave this field blank.

Service Members Tab

This tab allows you to view service members information for the service that is currently selected. If you have maintenance access, this tab also lets you add or remove service members.

Table 3 Service Members Tab Field/Button Descriptions
Field/Button	Description
Field
Current Service Members	This window lists the names of all the skill groups that are members of the selected service.
Primary	Use the Primary checkbox to indicate whether a skill is a primary group (the default) for the service or a backup group. You can have more than one primary skill group.
Skill Group Name	To add a service member, click this button. Then in the Add Service Member window, select the name of a skill group from the list of available records and click OK.
Buttons
Add	Add an enterprise name for the skill group. This name must be unique among all skill groups in the enterprise.
Remove	To remove a service member, select a skill group in the Current service members window and click this button.

Route Tab

A route is a value returned by a routing script that maps to a target at a peripheral; that is, a service, skill group, agent, or translation route. In this case, the route maps to the selected service.

Table 4 Route Tab Field Descriptions
Field	Description
Name (required)	The enterprise name of the route.
Description	Additional information about the route.

Related Information

Routes and Routing Targets

Peripheral Target Tab

The DNIS tab allows you to view (and define, delete, or edit, if you have maintenance access) the DNIS properties of the selected peripheral target. A peripheral target is a combination of a network trunk group and a DNIS (Dialed Number Identification Service) value, which the system software uses to indicate the destination for a call.

A DNIS is a string of digits indicating the number dialed by a caller and how the call will be handled by the ACD, PBX, or VRU.

Table 5 DNIS Tab Field Descriptions
Field	Description
DNIS	Dialed Number Identification Service (DNIS). Usually a string of digits indicating the number dialed by a caller and how the call will be handled by the ACD, PBX, or IVR. Sometimes the string may include letters. The exact content of this field is dependent on the external hardware the system software interfaces with. The Unified ICM system itself has no dependency on the contents of this field being in any particular format. The system software uses the DNIS and trunk group to indicate the destination for a call. The Logger enforces the following rule: If a peripheral target (DNIS) is attached to a route, the route must have its Service field populated.
Description	Additional information about the peripheral target.
Network trunk group	(drop-down list) The enterprise name of the network trunk group associated with the peripheral target.

Label Tab

The Label tab allows you to view (and create, delete, or edit, if you have maintenance access) the properties of the selected label. A label (or routing label) is a value that the Unified ICM system returns to a routing client to map to a target, which, in this case, is the selected service on the selected peripheral.

Table 6 Label Tab Field Descriptions
Field	Description
Routing Client (required)	The label value.
Label (required)	Additional information about the peripheral target.
Label type	(drop-down list) The valid types depend on the type of routing client. Select one valid type for your routing client. Check with your carrier for the latest information about supported label types. Typical types are Normal, DNIS Override, Busy, Ring, and Post-Query.
Customer	The customer associated with the label.
Description	Additional information about the label.

Related References

Labels

Modifying, Defining, and Deleting Services

The following sections show you how to modify, define, and delete services.

Modify a Service
Define a Service or Associated Record
Delete a Record

Modify a Service

To modify a service, do the following:

Procedure

Step 1

Follow the steps for viewing a service.

Step 2

Edit the configuration information.

Note

You cannot modify fields that are greyed out.

With the mouse, you can select an object and then move it to another part of the tree, as long as its object type belongs in that tree location. For example, to move a route to another service, select it and then move the pointer to that service. When that service becomes highlighted, lift your finger off the mouse. You can also use the Bulk Configuration tool to take the output of a switch and create 20 or 30 labels. Then, using the Service Explorer, you can attach the labels to an appropriate location.

When you make a modification, the Changed icon appears next to the selected item in the tree list box.

Step 3

Click Save.

The modified data is saved in the Unified ICM database and the Changed icon is removed from the edited object in the tree list box.

Related Tasks

View Service

Related Information

Service Explorer Tab Descriptions

Define a Service or Associated Record

To define a service and/or its associated records, follow these steps:

Procedure

Step 1	In the Configuration Manager menu, select Tools > Explorer Tools > Service Explorer. The Service Explorer window appears.
Step 2	In the Select filter data box of the Explorer window, click Retrieve. This enables the Add Service button.
Step 3	Click Add Service. A new service appears in the tree list box with a To Be Inserted icon next to it. Tabbed fields also appear on the right for the new service's configuration information.
Step 4	Fill in the tabbed fields.
Step 5	Click Add Route and fill in its configuration records.
Step 6	Click Add Peripheral Target and also Add Label and fill in those records. Selecting an item in the tree list box enables the Add button for more items of that type and for the associated item immediately beneath it in the tree, if it can have one.
Step 7	If desired, set security settings on the records.
Step 8	Click Save.

Related Tasks

Apply Security Settings

Related Information

Service Explorer Tab Descriptions

Delete a Record

To delete a record:

Procedure

Step 1

In the Explorer tree list box, select the item or associated items whose records you want to delete.

Note

Deleting any item in the tree list box with branches beneath it also deletes those branches. For example, if you delete a service, you also delete its associated route, peripheral target, and label, if it has such. Deleting a label deletes only that label.

Step 2

Click Delete. This places a Marked for Deletion icon

next to the selected item in the tree list box. This also toggles the Delete button to Undelete.

To undelete an item marked for deletion, select it in the tree list box and click Undelete.

Step 3

Click Save.

This deletes from the database items marked for deletion and removes them from the tree list box. Once you do this, you cannot undelete deleted items.

Skill Groups

Enter information about each skill group associated with each peripheral. A skill group is a collection of agents that share a common set of skills and is associated with a service. Each skill group can be a member of more than one service.

Use the Configuration Manager's Skill Group Explorer to view, modify, or define a skill group.

Skill Group Explorer
Skill Group Explorer Tab Descriptions
Modifying, Defining, and Deleting Skill Groups
Modify a Skill Group
Define a Skill Group or Its Associated Records
Skill groups on the Child Central Controller
Skill Groups–to–Services Mapping
Map Skill Groups to Services

Skill Group Explorer

The following sections show you how to use the Skill Group Explorer to view and configure a skill group and its associated routes, peripheral targets, and labels.

View a Skill Group

View a Skill Group

To view a skill group, follow these steps:

Procedure

Step 1

In the Configuration Manager's menu, select Tools > Explorer Tools > Skill Group Explorer. The Skill Group Explorer window appears.

Step 2

In the Select filter data box, select the peripheral associated with the skill group you want to view. You can choose the name from the drop-down list of peripheral enterprise names.

Step 3

Select any other filters you want. None in the Optional filter box means all skill groups associated with the selected peripheral will be displayed.

Step 4

Click Retrieve. This lists in the tree list box names of retrieved services.

Step 5

In the tree list box, select a service to display its configuration information on the right side of the window.

Step 6

If the skill group has a route associated with it, click its icon in the tree list box to display its configuration information. Do the same for a peripheral target associated with the route and a label associated with the peripheral target.

Note

Skill Group Explorer Tab Descriptions

The tables in the following sections describe the tabbed fields in the Skill Group Explorer records.

Skill Group Tab
Skill Group Members Tab
Subgroup Mask Tab
Sub Skill Groups Tab
Route Tab
Peripheral Target Tab
Label Tab

Skill Group Tab

The Skill Group tab allows you to view (and edit, if you have maintenance access) the properties of the currently selected skill group. A skill group is a collection of agents that share a common set of skills.

Table 7 Skill Group Tab Field Descriptions

Field

Description

Media routing domain (required)

(selection list) The MRD associated with the skill group.

Note

An MRD can associate with one or more skill groups, but a skill group can associate with only one MRD.

Peripheral Number (required)

The skill group number as known by the peripheral. This value must be unique among all skill groups for a peripheral, but need not be unique across peripherals.

Note

You cannot modify the Peripheral Number in Skill Group Explorer. To modify the Peripheral Number, use the Cisco Unified Contact Center Management Portal (CCMP).

Peripheral Name (required)

The local name for this skill group. This value must be unique among all skill groups associated with the peripheral, but need not be unique across peripherals. For example, each peripheral can have a skill group named International_Orders.

Note

The peripheral name in the filter box is its enterprise name, not this name.

Note

Sub-skill groups are not supported in Unified CCE 9.0. Support for sub-skill groups continues, however, for Unified ICM 9.0 - and thus for TDM peripheral gateways (as configured in Avaya Aura CC PG peripherals).

For skill groups that support sub-skill groups, sub-skill group names are comprised of the base skill group name plus a suffix. A suffix can have a maximum of 4 characters. Therefore, the maximum length for a base skill group name is 28 characters when you plan to have sub-skill groups.

Name (required)

An enterprise name for the skill group. This name must be unique among all skill groups in the enterprise. If you click in this box after entering the peripheral name, the software automatically creates this name by appending the peripheral name to the selected peripheral. For example: Boston_PG1.International_Orders.

Available Holdoff Delay

The number of seconds to wait after a call ends before recording the agent as Available.

Priority

(read-only) Indicates the routing priority of this base group for the skill. The value 0 indicates a base skill group. This is the default when there is only one skill-group and there are no priorities. For sub-skill group priorities please refer to the Sub Skill Group tab as well as the Subgroup Mask tab.

Extension

If the peripheral is an Avaya (Definity) enter the extension number associated with the skill group. For all other peripheral types, leave this field blank.

ICM picks the agent

Checked, indicates that the system software selects the agent to handle a request, not just the service or skill group. In a Unified CCE environment, the Central Controller handles the post routing of requests to agents. Choose the option for all skill groups that you configure for the Unified CCE.

Unchecked, indicates another entity, typically an ACD, does the agent selection (after the system software has sent a call to an ACD skill group). In legacy ICM Enterprise deployments, the ICM central controller determines which Automated Call Distributor (ACD) has the appropriate service or skill group to handle a request and the ACD selects the actual agent to handle the call. The ICM central controller pre-routes calls by targeting an ACD and the ACD post-routes calls by selecting the agent.

This option applies to pre-routed requests.

Note

The Enterprise Gateway feature introduces a layer of complexity to IPTA. The Unified ICM/CCE/CCH Central Controller pre-routes voice calls to a Unified CCE system, and the Unified CCE central controller selects the agent to handle the calls. In this configuration, the Central Controller can route only voice calls to the Unified CCE system; it cannot route non-voice requests, such as text chat and email, or Outbound Option requests. Non-voice requests and Outbound Option requests are routed internally by the Unified CCE system.

ConfigParam

(optional) A string of parameters the system software sends to the peripheral to initialize the skill group.

Description

Additional information about the skill group.

No longer used by peripheral

Indicates that this skill group was originally configured by Peripheral Auto Config and is no longer used by the peripheral.

Skill Group Members Tab

The Skill Group Members tab allows you to view skill group member information for the currently selected skill group. If you have maintenance access, this tab also lets you add or remove skill group members. It also lets you assign this skill group as the default skill group for one or more agents.

Note

This tab is only enabled if no sub-skill groups are configured for this base skill group.

Table 8 Skill Group Members Tab Field Descriptions
Field/Button	Description
Current skill group members	This window lists the names of all the agents that are members of the selected skill group.
Agent name	The name of an agent in the skill group.
Add	To add a skill group member, click this button. Then in the Add Skill Group Member window, select the name of an agent from the list of available records and click OK.
Remove	To remove an agent, select an agent name in the Current skill group members window and click this button.

Subgroup Mask Tab

The Subgroup Mask tab allows you to view (and edit, if you have maintenance access) the number of sub-skill groups on the currently selected peripheral. This tab is enabled only if the selected peripheral can have sub-skill groups. A subgroup mask defines sub-skill groups.

Important: Sub-skill groups are not supported as of Unified CCE 9.0. Support for sub-skill groups continues, however, for Unified ICM 9.0 - and thus for TDM peripheral gateways (as configured in Avaya Aura CC PG peripherals). Sub-skill groups are also not supported for non-voice skill groups. That is, you cannot create sub-skill groups for these media classes: single-session chat, multi-session chat, blended collaboration, and email.

Note

For all peripherals that support sub-skills, the Skill Group Explorer automatically creates the sub-skills (primary, secondary, and so on) as defined by the peripheral subgroup mask. This tab allows you to change the sub-skill mask on a skill–group–by–skill–group basis.

Table 9 Subgroup Mask Tab Field Descriptions

Field

Description

Override Peripheral Default Mask

If this box is not checked, the default sub-skill groups for the selected peripheral are created. Checking this box enables the sub-skill group check boxes.

Sub-skill group check boxes

Check the box for each sub-skill group you want to generate.

Uncheck the box for each sub-skill group that you want to delete.

Note

These check boxes are enabled for Avaya Aura CC PG TDM peripherals only.

Upon saving, the unchecked sub-skill groups are marked deleted in the database for reporting purposes only. To permanently delete these sub-skill groups once they are no longer needed, use the Deleted Object tool.

If these sub-skill groups are not permanently deleted, configuring a sub-skill group with the same priority by checking off the corresponding checkbox in the Subgroup Mask tab causes the error message "Failed to update the database. The enterprise name that was entered is already in use."

Sub Skill Groups Tab

Sub-skill groups are not supported as of Unified CCE 9.0. Support for sub-skill groups continues, however, for Unified ICM 9.0 - and thus for TDM peripheral gateways (as configured in Avaya Aura CC PG peripherals).

The Sub Skill Groups tab allows you to view (and edit, if you have maintenance access) the sub-skill group properties of the currently selected peripheral. This tab is enabled only if the selected peripheral has sub-skill groups.

Table 10 Sub Skill Groups Tab Descriptions
Item	Description
Associated sub skill groups	The list of sub-skill groups associated with the peripheral.
Priority	The names of the sub-skill groups associated with the peripheral.
Agents in the selected sub-group	The priority level of the sub-skill groups: 1=primary; 2=secondary; 3=tertiary; and so on. The value 0 indicates a base skill group. This is the default when there is only one skill group and there are no priorities.
Agents in the selected sub-group	The list of agents in the selected sub-skill group.
Agent name	The names of the agents in the selected sub-skill groups.
Add	To add an agent to the selected sub-skill group, click this button, and in the Add Skill Group Member dialog, select a name and click OK.
Remove	To remove an agent from the selected sub-skill group, select that agent's name and click Remove.

Route Tab

The Route tab allows you to view (and define, delete, or edit, if you have maintenance access) the properties of the selected route.

A route is a value returned by a routing script that maps to a target at a peripheral; that is, a service, skill group, agent, or translation route. In this case, the route maps to a skill group.

Table 11 Route Tab Field Descriptions
Field	Description
Skill group priority	Set to 0 if the route is assigned to the base skill group. If the route is assigned to a sub-skill group (as listed on the Sub Skill Groups tab), select the setting (for example, 1, 2, 3) that matches the desired sub-skill group from the sub-skill groups list. The number of priority levels available depends upon the subgroup mask setting (1–64) on the Subgroup Mask tab, which in turn depends upon the peripheral chosen.
Name (required)	The enterprise name of the route. You might derive the enterprise name for the route from the skill group and service associated with it. For example, you might have a route associated with the Dallas.TeleSales service and the Dallas.Sales skill group. You might name the route Dallas.TS_Sales.
Description	Additional information about the route.
Service Name	(selection list) The name of the service associated with the route. Every route must be associated with a service for it to be functional. By choosing a service, you are implicitly associating the route with the peripheral for that service. For a new route, the drop-down list contains all the services defined for the selected peripheral (or PG, in the case of a service array). If you select None as the service name, the route cannot be associated with a peripheral and you can move the route to the UNASSIGNED list. Once a route has a service selected, it can no longer be moved to the UNASSIGNED list. However, it can be moved within the appropriate tool to another skill target. For example, in the Skill Group Explorer, you can move a route to another skill group, in the Service Explorer, you can move a route to another service, and in the Agent Explorer, you can move a route to another agent.

Related Information

Routes and Routing Targets

Peripheral Target Tab

The Peripheral Target tab allows you to view (and define, delete, or edit, if you have maintenance access) the DNIS properties of the selected peripheral target. A peripheral target is a combination of a trunk group and a DNIS value.

A peripheral target is associated with a service, skill group, agent, or translation route at a peripheral. Each peripheral target is also associated with a route that can be returned by a routing script.

A DNIS is a string of digits indicating the number dialed by a caller and how the call will be handled by the ACD, PBX, or VRU.

Note that peripheral target refers to a trunk group and DNIS value. Skill target refers to the entity at the peripheral to which the call is dispatched.

Table 12 Peripheral Target Tab Descriptions
Field	Description
DNIS (required)	Dialed Number Identification Service (DNIS). Usually a string of digits indicating the number dialed by a caller and how the call will be handled by the ACD, PBX, or IVR. Sometimes the string may include letters. The exact content of this field is dependant on the external hardware the system software interfaces with. The Unified ICM system itself has no dependency on the contents of this field being in any particular format. The system software uses the DNIS and trunk group to indicate the destination for a call. The Logger enforces the following rule: If a peripheral target (DNIS) is attached to a route, the route must have its Service field populated.
Description	Additional information about the peripheral target.
Network Trunk Group	The enterprise name of the network trunk group associated with the peripheral target.

Label Tab

The Label tab allows you to view (and create, delete, or edit, if you have maintenance access) the properties of the selected label.

A label (or routing label) is a value that the Unified ICM system returns to a routing client to map to a target, which, in this case, is the selected skill group on the selected peripheral.

Table 13 Label Tab Field Descriptions
Field	Description
Routing client (required)	The enterprise name of the routing client associated with the label. The Logger enforces the following rule: If a peripheral target (DNIS) is attached to a route, the route must have its Service field populated.
Label (required)	The label value.
Label type (required)	(drop-down list) The valid types depend on the type of routing client. Select one valid type for your routing client. Check with your carrier for the latest information about supported label types. Typical types are Normal, DNIS Override, Busy, Ring, and Post-Query.
Customer	(optional) The customer associated with the label.
Description	Additional information about the label.

Related References

Labels

Modifying, Defining, and Deleting Skill Groups

The following sections show you how to modify, define skill groups.

Related Tasks

Delete a Record

Modify a Skill Group

To modify a skill group, follow these steps:

Procedure

Step 1

Follow the steps to view a skill group.

Step 2

Edit the configuration information.

With the mouse, you can select an object and move it to another part of the tree, as long as its object type belongs in that tree location. For example, to move a route to another skill group, select it and move the pointer to that skill group. When that skill group becomes highlighted, lift your finger off the mouse. You can also use the Bulk Configuration tool to take the output of a switch and create 20 or 30 labels. Then, using the Explorer, you can attach the labels to an appropriate location.

Note

You cannot modify fields that are greyed out.

You cannot update the Peripheral field. To modify the Peripheral Number, you can use the Cisco Unified Contact Center Management Portal (CCMP).

When you make a modification, the Changed icon appears next to the selected item in the tree list box.

Step 3

Click Save.

The modified data is saved in the Unified ICM database and the Changed icon is removed from the edited object in the tree list box.

Related Tasks

View a Skill Group

Related Information

Skill Group Explorer Tab Descriptions

Define a Skill Group or Its Associated Records

Note

Skill groups on the Child Central Controller contains an example of how to configure skill groups for a child deployment, which is documented in the Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX.

To define a skill group and/or its associated records, follow these steps:

Procedure

Step 1	In the Configuration Manager's menu, select Tools > Explorer Tools > Skill Group Explorer. The Skill Group Explorer window appears.
Step 2	In the Select filter data area of the Explorer window, click Retrieve. This enables the Add Skill Group button.
Step 3	Click Add Skill Group. A new skill group appears in the tree list box with a To Be Inserted icon next to it. Tabbed fields also appear on the right for the new skill group's configuration information.
Step 4	Fill in the tabbed fields.
Step 5	Click Add Route and fill in its configuration records.
Step 6	Click Add Peripheral Target and also Add Label and fill in those records. Selecting an item in the tree list box enables the Add button for more items of that type and for the associated item immediately beneath it in the tree, if it can have one.
Step 7	If desired, set security settings on the records.
Step 8	Click Save.

Related Tasks

Apply Security Settings

Related Information

Skill Group Explorer Tab Descriptions

Skill groups on the Child Central Controller

Access the Configuration Manager on the Child Administration & Data Server to configure skill groups.

Configure Skill Groups on the Child Central Controller

Configure Skill Groups on the Child Central Controller

Use the Configuration Manager Skill Group Explorer Tool to configure skill groups SG01 and SG02 on the Child Central Controller.

To configure skill groups on the Child Central Controller:

Procedure

Step 1	Start the Skill Group Explorer Tool.
Step 2	On the Main window of the Agent Explorer Tool, click Retrieve.
Step 3	Click Add Skill Group. The Skill Group tab appears.
Step 4	Complete all the fields and click OK. The skill group name appears in the list, as with all Explorer tools.
Step 5	Select the Skill Group Member tab and click Add. The Add Skill Group Member dialog appears.
Step 6	Select the agents to add to the skill group, then click OK. The agents become members of the skill group.
Step 7	Select the skill group in the tree list, then click Add Route. The Route tab appears.
Step 8	Provide the Route Name and click Save. The route name appears in the tree list and the skill group is added to the peripheral.
Step 9	Repeat this to add one more skill group.
Step 10	Click Save, then Close to exit the Skill Group Explorer Tool.

Skill Groups–to–Services Mapping

When you define services and skill groups, you can establish the mappings of skill groups to services. Each skill group can be mapped to zero, one, or more services; each service can be mapped to zero, one, or more skill groups.

You can define some service member skill groups as being primary for the service. The system software uses the primary attribute in determining the destination for a call to the service. For example, the Longest Available Agent (LAA) for a service is really the LAA for primary groups configured for that service.

Map Skill Groups to Services

To map skill groups to services, follow these steps:

Procedure

Step 1	Within the Configuration Manager menu, select Tools > Explorer Tools > Service Explorer. The Service Explorer window appears.
Step 2	Select the filters you want and click Retrieve. The retrieved services appear in the list box.
Step 3	Select the service you want and click the Service Members tab.
Step 4	This step depends on whether you want to add or to remove skill groups: To remove skill groups, select a skill group's name and click Remove. To add skill groups, click Add and in the Add Service Member dialog, select the skill groups and click OK. The available skill groups are all those defined for the selected peripheral.
Step 5	In the Service Members tab, select the Primary check box for any skill groups that you want to be primary.
Step 6	When finished, in the Skill Group Explorer window, click Save.

Skill Groups per Agent Limit

Unified ICM and Unified CCE impose a default limit on the number of skill groups that you can assign to a single agent (sub-skill groups are included in this total for those Unified ICME/H peripherals that continue to support sub-skills in the current release). Once this limit is reached, additional skill groups cannot be assigned.

You can use the Configuration Limit Tool to specify your own limit on the number of skill groups that can be assigned to an agent. For optimum performance, you can specify a limit far lower than the system default. For performance considerations in choosing a skill groups per agent limit, see the Cisco Unified Contact Center Enterprise Design Guide .

Warning

Setting a default value for skill groups per agent that is higher than the system default can adversely affect system performance. Cisco does not support configurations that exceed the default value.

Caution

The Configuration Limit tool is a command-line tool utility from the bin directory of all Unified ICM and Unified CCE Administration & Data Servers. Access is limited to users with privileges for the Setup or Config Groups in Active Directory for the chosen customer instance. For more information about the Configuration Limit tool, see the Outbound Option Guide for Cisco Unified Contact Center Enterprise & Hosted.

Change Skill Groups Per Agent Limit
Additional Requirements

Change Skill Groups Per Agent Limit

To change the skill groups per agent limit using the Configuration Limit tool, complete the following steps:

Procedure

Step 1

From the Windows menu, select Start > Run, type configlimit , and then click Enter.

Note

Run the Configuration Limit tool on the same machine as the Distributor for the instance you want to configure. If more than one instance of the Administration & Data Server is installed on the Distributor machine, use the Select Administration Server tool to select the instance you want to configure.

Step 2

To view currently configured parameter limits, run the following command:

cl /show

Step 3

To change the skill groups per agent limit, enter a command in the following format:

cl /id 1 /value [ConfigLimitCurrentValue] [/update]

Where:

id 1 = the ID of the skill groups per agent limit.
ConfigLimitCurrentValue = the parameter limit. In this case, the parameter limit is the skill groups per agent limit.

For example, to change the skill groups per agent limit to 5, enter the following:

cl /id 1 value/5 /update

Note

Using the Configuration Limit tool, you can change the ConfigLimitCurrentValue only. You cannot change the ConfigLimitDefaultValue.

Lowering the Limit

If you have modified the skill groups per agent limit to be lower than the system default, no additional changes are necessary. The new, lower limit will be enforced immediately. Note that the new limit will not affect agents whose existing skill group membership exceeds the new limit until the next attempt to add a new skill group for those agents. At that time, the new limit will be enforced, preventing you from adding additional skill groups.

Exceeding the Default Limit

If you have modified the skill groups per agent limit to be higher than the system default (in spite of the Warning given above), certain deployments will require additional changes (listed in the following sections) to your system to use the new limit and allow you to add additional skill groups.

Note

If you exceed the default limit and are using Computer Telephony Integration Object Server (CTI OS), see, Cisco Unified Contact Center Enterprise Design Guide for the maximum number of skill groups allowed.

UCCE Gateway PG

For UCCE Gateway deployments, modify the following registry keys on your UCCE Gateway PGs to include the new value. A change to the registry will require that the PG service be restarted.

Cisco Unified Contact Center Enterprise Gateway protocol independent muliticast (PIM) (Cisco Unified Contact Center Enterprise parent):

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\< customer_instance >\PG{n}[A|B]\PG\CurrentVersion\PIMS\pim{m}\ACMIData\Config\MaxSkills

Cisco Unified Contact Center Express Gateway PIM (Cisco Unified Contact Center Express parent):

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\< customer_instance >\PG{n}[A|B]\PG\CurrentVersion\PIMS\pim{n}\ACMIData\Config\MaxSkills

Persons

You must associate every agent with a person record. The person record stores the login name, first name, last name, and password. On Unified ICM you can have multiple agents per person. An agent is an "extension" of a person on a given peripheral.

The Person List tool allows you to list the persons currently defined in the Unified ICM database, to define new ones, and to view, edit, or delete the records of existing ones.

Note

You can create Persons or Agents in the system software and in the Web Interaction Manager (Unified WIM) application. Creating them in one of the preceding makes them available to all. However, if agents exist in your enterprise in the system software and you want them to be able to work on an Unified ICM application, you must also enable those existing agents in that application.

Available person records are records that have not been mapped to any agent records (including logically deleted ones) at the peripheral selected in the Agent Explorer. To free a person associated with a logically deleted agent, use the Configuration Manager's Deleted Objects tool to permanently delete the logically deleted agent.

Select Filter Data
Person List Tool Tab Descriptions

Select Filter Data

Use the Select filter data box to select and retrieve data from the database. Until you retrieve database data, no data is displayed.

Optional Filter
Condition Filter
Value
Save
Retrieve
Cancel Filter Changes

Optional Filter

None means no optional filtering. All data is displayed for the selected records.

The optional fields to filter on differ by record type according to both the fields in a record and the fields considered useful as filters.

Condition Filter

Table 14 Option Filters
If the selected Optional Filter is	Then
None	The Condition filter is ignored.
A text filter (for example, Description)	Select one of the text conditions (Contains, Ends With, Starts With, Is Blank) and enter an appropriate entry in the Value field.
A numeric filter (for example, Trunk Number)	Select one of the numeric conditions (Equal, Greater Than, Less Than, Not Equal) and enter an appropriate entry in the Value field. The available numeric conditions can change depending on the record data. For example, Equal or Not Equal might be the only choices.

Value

The entry in this field is based on the selections made in the Optional Filter and Condition fields. If None is selected in the Optional Filter field, this field is ignored.

Save

Checked, indicates the current settings are saved so that when you next open the List tool for this type of record, the current settings will be selected. However, no data is displayed until you click the Retrieve button.

Retrieve

This button displays the data selected in the Select filter data box.

Cancel Filter Changes

If you change the Optional Filter settings after a Retrieve, clicking this button resets the filter settings back to the preceding ones.

Person List Tool Tab Descriptions

Following are the Person List tool tab descriptions:

Attributes Tab

Attributes Tab

Allows you to view (and define, delete, or edit, if you have maintenance access) the properties of the selected person.

Table 15 Person List Tool Tab Field Descriptions

Field

Description

First name (required)

The selected agent's first name; for example: John. The system automatically fills in the name fields after you select a person.

Last name (required)

The selected agent's last name; for example: Smith.

Login name (required)

The selected agent's login name; for example: jsmith.

Note

In the System Information tool, the administrator can set whether or not person login names are case sensitive.

Password

(optional) An MD5 encrypted password, used for authentication by Unified ICM and by applications integrated with Unified ICM. The password is restricted to the 7-bit printable ASCII characters (any of the 94 characters with the numeric values from 32 to 126). Control characters (for example, “tab”) and international characters are not allowed. This means passwords cannot be entered in a non-Western alphabet, such as Kanji.

Note

In the System Information tool, the administrator can set the number of required characters for person passwords. A person password is case sensitive.

Change Password

Click to change your password.

Note

Enables the Password and Confirm Password fields.

Confirm Password

Used when changing your password.

Description

(optional) Additional information about the person.

Enable logins (optional)

(optional) Checked, indicates that this person is currently allowed to access the system. Unchecked, indicates the person is not allowed to access the system. A typical use of this is to temporarily suspend a person's access to the system during vacation or certain hours, and to do so without disturbing any of the entered information for this person.

Note

This option is not and will not be supported by ACDs or soft ACDs. This option is also currently not supported by Unified CCE voice phones.

Change Your Password

Change Your Password

Follow these steps to change your password:

Procedure

Step 1	Click Change Password.
Step 2	Enter your new password in the enabled Password field.
Step 3	Re-enter your new password in the enabled Confirm password field to ensure you have typed it correctly.
Step 4	Click Save to set your new password.

Agents

An agent is a person who handles calls from a peripheral or supervises those who do. You need to set up each agent associated with each peripheral.

An agent gadget is an application which handles calls from a peripheral. You need to set up each agent gadget associated with each peripheral.

Use the Configuration Manager's Agent Explorer to configure agents.

Note

If partitioning is enabled, you need supervisor privileges to add or remove an agent from a skill group and you need administrator privileges to define an agent record and to edit it in other ways.

The system software also provides a utility that allows you to insert and update agent records based on data in a text file.

Modify Agent Record
Create an Agent
Agent Configuration on the Child Central Controller
Agent Explorer Tab Descriptions
Agent to Skill Group Assignment
Enable or Disable Agent Data at a Peripheral and Define an Agent Distribution
Agent State Trace
Temporary Agents
Agent Configuration Data from Peripheral

Related References

Agent Configuration Data from Peripheral

Modify Agent Record

To view or modify agents records, follow these steps:

Procedure

Step 1	In the Configuration Manager menu, select Tools > Explorer Tools > Agent Explorer. The Agent Explorer window appears.
Step 2	In the Select filter data box, select the peripheral with which the agent is associated. Enter any other filters you want and click Retrieve. The retrieved enterprise names for the agents are displayed in the list box.
Step 3	Select the agent name whose properties you want to view and use the tabs on the right side of the window to view the properties.
Step 4	Edit the properties appropriate. See the online help if you have questions.
Step 5	When finished, in the Agent Explorer window, click Save.

Create an Agent

Note

Agent Configuration on the Child Central Controller contains an example of how to configure agents for a child deployment, which is documented in the Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX.

To create an agent:

Procedure

Step 1

In the Configuration Manager menu, select Tools > Explorer Tools > Agent Explorer. The Agent Explorer window appears.

Step 2

In the Select filter data box, select the peripheral with which the agent is to associated and click Retrieve. This enables the Add Agent button.

Step 3

Click Add Agent.

Step 4

In the property tabs on the right side of the window, enter the appropriate property values. (See the online help for field definitions.) Use the Agent Tab to define the agent, the Skill Group Membership Tab to map the agent to any skill groups, and the Supervisor Tab to assign the agent as a supervisor.

Note

An agent team can have only one primary supervisor. There is no upper limit to the number of secondary supervisors for a team. Refer to the online help for instructions on how to assign a primary supervisor.

Step 5

When finished, click Save.

Agent Configuration on the Child Central Controller

Access the Configuration Manager on the Child Administration & Data Server to configure agents.

Configure Agents on the Child Central Controller

Configure Agents on the Child Central Controller

Use the Configuration Manager Agent Explorer tool to configure agents on the Child Central Controller.

Note

When you configure an agent on the Child Central Controller, the agent is automatically assigned to a default skill group. However, if you log onto the parent to view the agent (that you configured on the child), the default skill group appears in the list of assigned skill groups and not in the default skill group box.

To configure agents on the Child Central Controller:

Procedure

Step 1	Start the Agent Explorer tool.
Step 2	On the Main window of the Agent Explorer tool, click Retrieve.
Step 3	Click Add Agent. The Agent tab appears.
Step 4	Complete all the fields except the Password and the Peripheral Name fields. The agent name information appears in the list, as with all Explorer tools.
Step 5	Repeat this process to add at least three agents.
Step 6	Click Save, and then Close to exit the Agent Explorer tool.

Agent Explorer Tab Descriptions

The tables in the following sections describe the tabbed fields in the Agent Explorer.

Agent Tab
Skill Group Membership Tab
Supervisor Tab

Agent Tab

The Agent tab allows you to view (and define, delete, or edit, if you have maintenance access) the properties of the selected agent's account.

Table 16 Agent Tab Field Descriptions

Field

Description

First name (required)

The selected agent's first name; for example: John.

The system automatically fills in the name fields after you select a person.

Temporary

(appears only if agent is a temporary one) This label and checkbox appear next to the first name field only if the selected agent is a temporary agent created by the CallRouter. In this case the name related fields are unavailable. To change this agent to a permanent agent, uncheck this checkbox, fill in the required fields, and click Save. This checkbox then becomes hidden.

Last name (required)

The selected agent's last name; for example: Smith

Note

When you add new agents, ensure that the agent names are unique. If the first name and the last name of two agents are same, the reporting data for both agents will be grouped under one single name and thus cause confusion.

Login name (required)

The selected agent's login name; for example: jsmith. The login name must be unique within the enterprise. Use the System Info tool to determine if the login name is to be case-sensitive or not.

Select Person

(optional) Click this button to select a person to associate with the agent record. You can select a person for a new agent, an existing agent, or a temporary agent.

To create an agent record, you must associate a person with the agent. For an existing agent record, you can select a different person (from the current one selected) to be associated with that agent record.

If you select a person for a temporary agent, you make that agent a standard one. You cannot demote an agent to be a temporary one.

A Unified ICM agent's personal information is stored in the database's Person table.

Enterprise Name (required)

An enterprise name for the agent that is unique within the enterprise.

When defining a new agent, if you click this field after entering the agent's first and last name, the system by default enters as the enterprise name the peripheral with the agent's last and first name appended to it. For example: Boston_PG_1.Smith_John where Boston_PG_1 is the peripheral and Smith_John is the agent's last and first name.

Peripheral number (required)

The agent login ID assigned at the peripheral. The peripheral number is equivalent to the agent ID. You must enter the peripheral number for a voice agent or agent enabled for voice. If you create an agent on Unified ICM without assigning the agent to a skill group and leave the peripheral number blank, it is auto-generated.

Note

If you change the Agent ID (Peripheral ID), you must cycle the PG to populate the new agent ID and information in the CTI OS Supervisor Desktop.

Peripheral name

(optional) The name of the agent as known to the peripheral; for example: service_expert1. The peripheral name is equivalent to the agent name.

Note

If you change the Agent ID (Peripheral ID), you must cycle the PG in order to populate the new agent ID and information in the CTI OS Supervisor Desktop.

No longer used by peripheral

Indicates that this was originally configured by Peripheral Auto Config and is no longer used by the peripheral.

Skill Group Membership Tab

The Skill Group Membership tab lists the skill groups in which the selected agent is a member and enables a supervisor to add (or remove) the selected agent to (or from) a skill group.

Table 17 Skill Group Membership Tab Field Descriptions
Field/Button	Description
Skill Group Name	The skill groups in which the selected agent is a member.
Add	Click this button to add the selected agent to a skill group. In the Add Skill Group Member dialog, select the skill group you want and click OK.
Remove	Click this button to remove the selected agent from the selected skill group.

Note

To save any edits made in this tab, in the Agent Explorer window, click Save.

Supervisor Tab

The Supervisor tab allows an administrator to assign (or unassign) the selected agent to be a supervisor.

Note

Agents are not Unified ICM users; therefore, they cannot run any reports. Supervisors are special agents who are Unified ICM users with limited privileges. Supervisors can see only their own agent team reports, and no agents in their team or other teams can see any data as they are not Unified ICM users. Supervisors can also add and remove members of their teams.

Table 18 Supervisor Tab Field Descriptions
Field	Description
Supervisor Agent	Checked, indicates the selected agent is a supervisor.
Domain name (required)	Select the Active Directory Domain Name.
Location	Select the Location.
Supervisor login as user (required)	Window domain account login name for the selected agent.
Supervisor login password	The Window domain account password for the account of the selected supervisor agent. Only asterisks appear in the field as you type.
Description	Additional supervisor information about the selected agent.

Agent to Skill Group Assignment

After you have set up skill groups and agents, enter the assignments of agents to skill groups as configured for the peripheral. Each agent can belong to zero, one, or more skill groups.

You can use the Configuration Manager's Skill Group Explorer to map agents to skill groups.

Assign Agents to a Skill Group

Assign Agents to a Skill Group

Follow these steps to assign agents to a skill group:

Procedure

Step 1	Within the Configuration Manager menu, select Tools > Explorer Tools > Agent Explorer. The Agent Explorer window appears.
Step 2	Select the filters you want and click Retrieve. The retrieved agents appear in the list box.
Step 3	Select the agent you want assign to a skill group and click the Skill Group Membership tab.
Step 4	This step depends on whether you want to add or remove an agent. On the Skill group membership tab: To remove the selected agent from a skill group, select the appropriate skill group and click Remove. To add the selected agent to a skill group, click Add, and in the Add Skill Group Member dialog, select the appropriate skill group and click OK.
Step 5	When finished, in the Agent Explorer window, click Save.

Enable or Disable Agent Data at a Peripheral and Define an Agent Distribution

Follow these steps to enable/disable agent data at a peripheral and define an agent distribution:

Procedure

Step 1	In the Configuration Manager menu, select Tools > Explorer Tools > PG Explorer. The PG Explorer window appears.
Step 2	Click Retrieve.
Step 3	In the tree list box, expand the appropriate logical controller and select the peripheral.
Step 4	In the Agent Distribution tab, select or deselect the Enable agent reporting check box.
Step 5	In the Agent Distribution Entries list box, select an existing distribution site or create a new one by clicking New and entering values for the following fields: Administration & Data Server site name. The Admin site name for the Primary/Secondary Pair (Site) name, as specified in the Web Setup tool. Agent real time data. If checked, enables the flow of agent real time data from the peripheral to the Administration & Data Server. Unchecked, disables the flow of agent real time data. Agent historical data. If checked, enables the flow of agent historical data from the peripheral to the Administration & Data Server. Unchecked, disables the flow of agent historical data.
Step 6	Click Save to apply your changes.

Agent State Trace

You can set Agent State Trace to track every state (available, talking, and so on) that an agent passes through. To turn on this feature for an agent, in the Agent Explorer, on the Agent tab, set the Agent State Trace check box.

Note

When you enable Agent State Trace the system tracks every state change for each agent you select. This puts an added load on system software resources, such as network bandwidth and database space, and can impact system performance. You may only track up to 100 agents with Agent State Trace at any one time. You should also take the added load into account when planning your system capacity.

Related Information

Agent Tab

Temporary Agents

The system software might receive agent-level reporting data for an agent that has not been configured. The system software automatically configures a temporary agent to associate with this data.

The Agent Explorer Agent tab includes a Temporary Agent check box. This box is disabled and unchecked for standard agents. For temporary agents created by the CallRouter software, this checkbox is enabled and checked.

The system software derives the last name, first name, and enterprise name from the peripheral number and skill target ID.

You can subsequently modify the agent configuration to assign the correct names to the agent. To convert a temporary agent to a standard agent, uncheck the Temporary Agent check box. When you apply these modifications, the Temporary Agent field is automatically deselected and disabled.

Agent Configuration Data from Peripheral

An automatic call distribution (ACD) requires all the available agents to be configured to allow the agents to log in to the call handling devices with their peripheral number (Agent ID) or peripheral name, password, and so on. Also, these agents are configured to handle specific categories of calls based on Skill Group. There are some other data elements configured on the ACD such as last name, first name, and other class of services.

The Unified ICM Agent Level Reporting requires these agents to be configured in Unified ICM to identify them with full name, peripheral name, or enterprise name on both the real-time and historical reports.

The agentcfg.exe command line tool provides a process of configuring the agent configuration data elements available on an ACD into the Agent table in the Unified ICM database. This can also be automated by scheduling the process to run as an AT job at a specific time during a day. The frequency of scheduling the agent configuration process depends on your requirements.

The Agent configuration process is required to run for each peripheral.

Import Agent Data
Input File Formats

Import Agent Data

Follow these steps to import agent data:

Procedure

Step 1	Retrieve the agent configuration data from the peripheral.
Step 2	Form all the information in a tab-delimited text file with one row per agent. Each row of the file must contain the following fields, in order: `PeripheralNumber FirstName LastName Description PeripheralName`
Step 3	To import data from the file into the system software, enter one of the following commands at the command prompt: `AgentCfg <Peripheral ID or Peripheral Name> <Input file name> [<Second input file>] [<Option>]` These variables are defined as: <Peripheral ID or Peripheral Name>: Peripheral ID or Peripheral Name of the peripheral that you want to configure. <Input file name>: The name of the input file contains the agent or skill group member configuration data on the ACD in the appropriate format (described in the next section). The file must contain header information, otherwise the tool assumes the data is for the Agent table. Full or relative path is allowed. <Second input file>: If the first file contains Agent data, the second file must contains Skill Group Member data. If the first file contained Skill Group Member data, the second file must contain Agent data. If no files contain headers, it is assumed that Agent data is in the first file and Skill Group Member data is in the second file. If headers are provided, the files may be specified in either order. Full or relative path is allowed. <Option>: /show Only - show configuration changes without committing to the database. /nodelete - the tool will not perform any delete operations. All inserts and updates will be saved. Example: `AgentCfg.exe peripheral1 c:\temp\agentData.txt c:\temp\skillGrpMemData.txt` This example will configure both agent and skill group member data for peripheral1. `AgentCfg.exe peripheral1 c:\temp\skillGrpMemData.txt` This example will configure skill group member data for peripheral. The file must contain header information.
Step 4	When the system software invokes the AgentCfg command, it performs the following steps for each line in the input file: The following steps are performed for each line in the input file: The system software attempts to match the PeripheralNumber value to a configured agent for the peripheral. If it finds a match, it proceeds directly to step b. If it cannot find a match, it creates a new agent row in the database using the data from the input file, and proceeds to step b. The system software checks to see if the "temporary" flag is set. If it is, it updates the existing record. The system software checks whether the peripheral name values also match. If the FirstName and LastName values match, the system software updates the existing record with the given Description and PeripheralName values. (If the existing record was for a temporary agent, the agent is no longer temporary after the update.) If the values do not match, the system software marks the existing record as deleted and inserts a new row with the data from the input file. If an agent is configured for the peripheral in the database, but is not listed in the input file, the system software marks the agent as deleted in the database. The system software does a loop through the Skill Group Member input file container and compares the records in the file with those in the database: If the record is found in the file but does not exist in the database, the record is inserted. If the record is found in the database but does not exist in the file, the record is deleted.

Input File Formats

When using the AgentCfg.exe tool to import data, the input files must be formatted as described below. Note that the _ _TABLE and _ _COLUMNS entries, and the line below each are together considered the header. The header is not always required. The beginning of this section indicates when headers are needed.

Agent Configuration Data File

The input file must contain the list of all the agents configured on the ACD for that peripheral in the following format:

_ _TABLE

Agent

Indicates the name of the table to which the data will be configured. The table name is always Agent (do not change this line).

_ _COLUMNS

Indicates the tab-delimited column names that correspond to the data values (do not change this line). The columns need to be in the order shown below:

PeripheralNumber<tab>FirstName<tab>LastName<tab>Description<tab>PeripheralName

1045<tab>F1045<tab>L1045<tab>Auto Configured by Router<tab>F1045.L1045

1046<tab>F1046<tab>L1046<tab>Auto Configured by Router<tab>F1046.L1046

1047<tab>F1047<tab>L1047<tab>Auto Configured by

Router<tab>F1047.L1047<eof>

The following indicates the tab delimited data values that correspond to the column names:

1045<tab>F1045<tab>L1045<tab>Auto Configured by Router<tab>F1045.L1045

Skill Group Member Configuration Data File

Note that the __TABLE and __COLUMNS entries and the line below each are together considered the header. The header is not always required.

The input file contains the list of all the skill group member data as a relation between skill group and agents, which configured on the ACD for that peripheral in the following format:

_ _TABLE

Skill_Group_Member

Indicates the name of the table to which the data will be configured. The table name is always Skill_Group_Member (do not change this line).

_ _COLUMNS

Indicates the tab delimited column names that correspond to the data values (do not change this line). The columns need to be in the order shown below.

SkillGroupEnterpriseName <tab> AgentPeripheralNumber SkillGroupExterprise1<tab>1045 SkillGroupExterprise2<tab>1046 SkillGroupExterprise1<tab>1046

SkillGroupEnterpriseName is the ExterpriseName of the skill group that the agent belongs to.

AgentPeripheralNumber is the agent's login ID assigned at the switch, which is the same as the above Agent Peripheral Number.

The following indicates the tab delimited data values that correspond to the column names:

SkillGroupExterprise1<tab>1045

Enterprise Data

Within a script, you often want to examine a set of possible targets on different peripherals before deciding where to send the call. For example, if you are routing a sales call, you might want to check the Sales skill groups at each call center to find which has the longest available agent or shortest expected delay.

An enterprise service is a set of services that can be referenced in a script. The individual services can be associated with different peripherals. Similarly, an enterprise skill group is a set of skill groups that can be referenced in a script. The individual skill groups can be associated with different peripherals.

In addition to using them within a script, you can track enterprise services and enterprise skill groups through monitoring screens and reports. This allows you to easily follow the performance, for example, of all Support services within the system.

For information on monitoring screens and reports, refer to the CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center Enterprise & Hosted.

If your system has partitioning enabled, each enterprise service and enterprise skill group is associated with a specific business entity. If partitioning is not enabled, you can ignore the Business Entity field.

Enterprise Services
Assign Specific Services
Enterprise Skill Groups
Create an enterprise skill group

Enterprise Services

Within a routing script, you can use an enterprise service as a shorthand for a set of services. You might want to scan several services to find, for example, the service with the shortest expected delay. Within the script, you can specify individual services to scan or, if you have an enterprise service defined, you can simply specify the enterprise service.

Assign Specific Services

Follow these steps to create an enterprise service and assign specific services:

Procedure

Step 1	In the Configuration Manager menu, select Tools > List Tools > Enterprise Service List. The Enterprise Service List window appears.
Step 2	In the Select filter data box, select the filters you want and click the Members tab. This enables the Add button and lists the currently defined enterprise services for the selected business entities.
Step 3	Click Add.
Step 4	In the Attributes tab, enter values for the following fields: Name. A name for the enterprise service. This name must be unique among all enterprise services in the system. Business Entity. If partitioning is enabled, the business entity to which the enterprise service belongs. Description. Any other information you want about the enterprise service. Any other information you want to add about the enterprise service.
Step 5	Click Save to save the changes.
Step 6	Click the Members tab.
Step 7	In the Members tab, click Add.
Step 8	In the Add Enterprise Service Member dialog, select the services you want to add and click OK. The dialog closes and the selected services are listed as members in the Members tab.
Step 9	When finished, click Save to save the changes.

Enterprise Skill Groups

Just as you can use an enterprise service as a shorthand for a collection of services, so you can use an enterprise skill group as a shorthand for a collection of skill groups. The skill groups can be defined on different peripherals.

Create an enterprise skill group

Follow these steps to create an enterprise skill group:

Procedure

Step 1

In the Configuration Manager menu, select Tools > List Tools > Enterprise Skill Groups List. The Enterprise Skill Group List window appears.

Step 2

In the Select filter data box, select the filters you want and click Retrieve. This enables the Add button and lists the currently defined skill groups for the selected business entities.

Step 3

Click Add, and in the Attributes tab, enter values for the following fields:

Name. A name for the enterprise skill group. This name must be unique among all enterprise skill groups in the system.
Business Entity. If partitioning is enabled, the business entity to which the enterprise skill belongs.
Description. Any other information you want to add about the enterprise skill group.

Step 4

Click Save to save the changes.

Step 5

Click the Members tab.

Step 6

In the Members tab, click Add.

Step 7

In the Add Enterprise Skill Group Member dialog, select the skill groups you want to add and click OK. The dialog closes and the selected skill groups are listed as members in the Members tab.

Note

The Skill Group list includes base skill groups as well as primary and secondary groups for those switches that support them. Typically, add either the base group or the associated primary and secondary groups, but not all three, to the enterprise skill group.

Step 8

Click Save to save the changes to the database.