Cisco CRS-1 - Carrier Routing System Router, Руководство администратора

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Contents
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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Invoking Unified CM Administration
4-8
Defining Unified CM Users as Agents
4-9
Guidelines for Configuring Agent Phones
4-10
Assigning Unified CM Users as Unified CCX Agents
4-11
Creating, Modifying, and Deleting Resource Groups
4-12
Creating a Resource Group
4-12
Modifying an Existing Resource Group Name
4-13
Deleting a Resource Group
4-14
Creating, Modifying, and Deleting Skills
4-15
Creating a Skill
4-15
Modifying an Existing Skill Name
4-16
Deleting a Skill
4-16
Configuring Agents
4-17
Implications of Deleting Agents in Unified CM
4-18
Assigning a Resource Group and Skills to an Individual Agent
4-19
Assigning Resource Groups and Skills to Agents in Bulk
4-21
Removing Skills from Individual Agents
4-22
Removing Skills from Agents in Bulk
4-23
Creating, Modifying, and Deleting CSQs
4-24
Creating a CSQ
4-26
Modifying an Existing CSQ
4-31
Deleting a CSQ
4-31
Resource Pool Selection Criteria: Between Skills and Groups
4-32
Resource Skill Selection Criteria Within a CSQ
4-33
Configuring and Using Remote Monitoring
4-35
Creating a Remote Monitoring Supervisor
4-36
Assigning Resources and CSQs to a Supervisor
4-37
Configuring Agent-Based Routing
4-38
Creating, Modifying, and Deleting Teams
4-39