UCCX Continue … 8

Posted: April 5, 2012 in UCCX

8.Create Teams and Make Assignments

A team is a group of agents who report to the same supervisor. When an agent is assigned to a team, it means that the team’s supervisor can barge-in and/or intercept any call being handled by the agent.

Step 6: 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-33.bmp

Step 7: On the Unified CCX Configuration navigation bar, click the Teams hyperlink. The Teams summary web page opens.

Step 8: Click on Add a new Team.

uccx-34.bmp
Step 9: Create a team called Help_Desk and configure to match the details below:

Primary Supervisor: ucx7_super1
Assigned Resources: UCX7_agent1
ucx7_agent2
Assigned CSQs: CSQ1 CSQ2

uccx-35.bmp

Step 10: Now click on ‘Add’ button. Your Help_Desk team should appear in the list below.

uccx-36.bmp

Activity Verification: You have completed this task when you see these results:
A new team called ‘Help_Desk’ was created with primary supervisor as ucx7_super1 and agent1 and agent 2 have been added as assigned resources.

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