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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 4 Provisioning Cisco Unified CCX
Configuring Agents
Procedure
Step 1 From the CRS Administration menu bar, choose Subsystems > RmCm.
The Unified CCX Configuration web page opens, displaying the RM JTAPI
Provider area.
Step 2 On the Unified CCX Configuration navigation bar, click the Skills hyperlink.
The Unified CCX Configuration Skills summary web page opens.
Step 3 Click the Delete icon next to the name of the skill that you want to delete.
A dialog box opens, warning that the skill is about to be permanently deleted
Step 4 Click Continue.
The skill is deleted.
Configuring Agents
Warning
Do not configure Unified CM users using administrator/ciscocisco as the user
name/password combination when logging into the CRS Administrator. Doing
so may restrict the Unified CM when shared across multiple Cisco CRS servers.
Once Unified CM Users are defined as agents, the list of agents and their
associated Unified CCX Extensions are displayed in the RmCm > Resources
page. These agents are also called resources. After you create a resource group,
you can assign agents (resources) to that group.
If you have either the Unified CCX Enhanced or the Premium package, you can
add skills to agents once the skills have been created. You can also select the
competence level of the agent(s) in assigned skills. Competence level indicates the
agent’s level of expertise in that skill.
You can assign resource groups and skills to agents either individually or in bulk.
The bulk option enables you to assign skills and resource groups to multiple
agents at the same time.
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