UCCX Continue … 6

Posted: April 5, 2012 in UCCX

6. Create Resource Group CSQ in UCCX

Step 32: From the Unified Contact Center Express Administration page, choose Subsystems>RmCm. The Unified CCX Configuration Web page opens, displaying the RmCM (JTAPI) provider area.

uccx-28.bmp

Step 33: Click on the Contact Services Queue hyperlink. The Contact Service Queues summary web page opens.

Step 34: Click the Add a new Contact Service Queue hyperlink. The first Contact Service Queue Configuration page opens.

Step 35: From the Contact Service Queue Configuration page, configure the following information:

uccx-29.bmp

Note:The Contact Service Name in the variable pane of CRS editor MUST match the Contact Service Queue name above (CSQ1).

Step 36: Click on the ‘Next’ button. The second Contact Service Queue Configuration page opens for a Resource type of CSQ1.
Step 37: If it is not already selected, select the Longest Available option from the Resource Selection Criteria drop-down menu. Use the following table to verify the configuration.

Field Name Description
Resource Selection Criteria Longest Available
Resource Groups UCX7_LabRG

Step 38: Click Show Resources to observe the agents qualified to be in this selection pool. You will note BOTH agents are part of CSQ1.

Note: If you DO NOT want to include agent2 as part of CSQ1, then go into resources and assign agent2 to a different Resource Group.

If you DO NOT wish to include agent1 as part of CSQ1, then go into resources and assign agent1 to a different Resource Group.

uccx-30.bmp

Step 39: Click Cancel to close the window.

Step 40: Click Add. The Contact Service Queue list appears.

uccx-31.bmp

Activity Verification: You have completed this task when you see these results: Your CSQ (CSQ1) should now appear in the CSQ list with CSQ2.

Provisioning UCCX Continue … 7

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s