Cisco CRS-1 - Carrier Routing System Router, Administration Manual, Page: 364 / 436

Chapter 15 The Subsystems Menu
The RmCm Menu Option
15-6
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
–
Creating any missing ports.
– Modifying out-of-sync ports.
– Associating CTI Ports to JTAPI users. (For example, associating CTI
Ports created for Node 1 to the JTAPI User for Node 1, and so forth.).
–
Creating any missing route points.
–
Modifying out-of-sync route points.
–
Associating route points to all the JTAPI users.
The RmCm Menu Option
The Cisco CRS system uses the Unified CCX subsystem of the CRS Engine to
provide resource distribution and queueing to call centers, as part of a Automatic
Call Distribution (ACD) system.
Use the areas of the Unified CCX Configuration web page to configure skills
groups, resources, resource groups, Contact Service Queues (CSQs) and RM
(Resource Manager) JTAPI providers.
To access the Unified CCX Configuration web page, select Subsystems > RmCm
from the CRS Administration menu bar.
The Unified CCX Configuration navigation bar contains the following hyperlinks:
• Skills—Click this hyperlink to create skills. This option is available only with
the Unified CCX Enhanced and Premium license packages (see
Skills
Configuration, page 15-7 ).
•
Resources—Click this hyperlink to assign a resource group and/or skills to
agents (see
Resources Configuration, page 15-8 ).
• Resource Groups—Click this hyperlink to create resource groups (see
Resource Group Configuration, page 15-9 ).
• CSQs—Click this hyperlink to configure CSQs (see CSQ Configuration,
page 15-10 ).
•
RM JTAPI Provider—Click this hyperlink to configure the RM (Resource
Manager) JTAPI provider for the RmCm subsystem (see
RM JTAPI Provider
Configuration, page 15-11 ).