You have the option
to create departments to facilitate contact center operation and maintenance. A
contact center for a hospital might create departments for Surgery, Radiology,
Obstetrics, and other operational units. A contact center for a university
might create departments for Admissions, Alumni, and Registration. Departments
are not required, and there are no built-in departments.
If you do not create
departments, all administrators and objects are
global,
meaning that they are not associated with a department.
If you create
departments, you have the option to associate a department with each
administrator and object. These are called
departmental
administrators and objects. Your Packaged CCE configuration can include a mix
of global and departmental administrators and objects.
You can creating
routing scripts for a department by referencing objects from that department in
the scripts.
You can also create custom reporting collections in Cisco Unified Intelligence Center to report on departmental objects. See
the Cisco Unified Intelligence Center Report Customization Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-user-guide-list.html for directions on customizing reports.
Departmental
Objects
The following objects can be associated with a single department. If departments are configured, the List screens for these
objects have a Department column. The New and Edit windows for these objects have a Department field.
-
Agents
-
Attributes
-
Bucket intervals
-
Call types
-
Desk settings
-
Dialed numbers
-
Network VRU scripts
-
Precision queues
-
Skill groups
-
Teams
Relationships
Between Global and Departmental Objects
You can create
relationships between objects in your configuration. For example, you can
associate an agent with skill groups, a call type with a dialed number, and so
on. An object's department assignment controls the relationships it can have to
other objects.
The rules for
creating relationships between objects are as follows:
-
A
global
object can be associated with any global or departmental objects. For example,
when you are assigning skill groups to a global agent, the skill group
selection list includes global skill groups and skill groups in all departments
to which you have access.
-
A
departmental object can be associated with global objects or
with objects in the same department. For example, when you are assigning skill
groups to an agent in Department A, the skill group selection list includes
global skill groups and skill groups in Department A.
These rules are
summarized in the following table.
Table 4. Rules for
Relationships Between Global and Departmental Objects
Object Type
|
Can be associated with
Global object?
|
Can be associated with
Departmental object?
|
Global
|
yes
|
yes, with objects from any
department
|
Departmental
|
yes
|
yes, with objects from same
department only
|
The only
exceptions to these rules are for the relationships between the following
objects:
-
Teams and agent: A
global agent can belong only to a global team. A departmental agent can belong
either to a global team or to a team that is associated with the same
department.
-
Teams and supervisors:
Global supervisors can supervise both global and departmental teams.
Departmental supervisors can supervise only teams that are associated with the
same department.
These exceptions
prevent departmental supervisors from modifying global agents, and are
summarized in the following table.
Table 5. Rules for
Relationships Between Teams and Agents and Teams and Supervisors
|
Agent - Global
|
Agent - Departmental
|
Supervisor - Global
|
Supervisor - Departmental
|
Team - Global
|
yes
|
yes
|
yes
|
no
|
Team - Departmental
|
no
|
yes (same department only)
|
yes
|
yes (same department only)
|
Change
Departments for an Object
When you change
the department for an object, relationships with objects in the original
department are cleared; relationships with global objects and objects in the
new department remain intact. For example, if you change an agent from
Department A to Department B, any skill groups in Department A that had been
associated with the agent are cleared.
For some objects,
such as call type, the Edit window does not show all related objects. If you
try to change the department for those objects, you see an error indicating
that you cannot change the department because a related object is in the
original department. For example, you see this error if you try to change a
call type from Department A to Department B and it is related to a dialed
number in Department A. You must change the department of the dialed number
before you can change the department of the call type.
System-wide
Settings and Global Objects
Only global objects can be selected for system-wide settings in the tool.
Global and
Departmental Administrators
When you create
administrators, you can configure them as global administrators or associate
them with departments. See
Add and Maintain Administrators.
Global administrators
Global
administrators:
-
Have read and write access to departmental objects and global objects on all tools and menus that are allowed for their role.
Administrators configured as read-only have read-only access to those objects.
-
Can use Script
Editor or Internet Script Editor to modify routing scripts.
Departmental
administrators
Departmental
administrators:
-
Can be associated with multiple departments. They have read and write access and objects in their departments on all tools
and menus that are allowed for their role. Administrators configured as read-only have read-only access to those objects.
-
Have read-only access to global objects.
-
A departmental
administrator with the ConfigAdmin role has read-only access to the General
tools on the System menu: Information, Settings, Deployment, and Agent Trace.
-
Can use
Internet Script Editor to modify scripts that reference objects associated with
their departments. Departmental administrators cannot log into Script Editor.