CISCO IPCC EXPRESS - SUPERVISOR NEEDS TO DINAMICALLY MOVE AGENTS BETWEEN QUEUES

Answered Question
Dec 15th, 2009
User Badges:

We have a Cisco IPCC Express environment with two queues ("REQUESTS" and "TROUBLES"). In case of, for instance, a great trouble in the customer network (loss of the e-mail service), most of people will call to the Troubles service, so the customer would like to forward some agents to take calls of this queue.


So, we need to dinamically distribute the agents between several queues. Is this possible? Thank you very much.

Correct Answer by Jonathan Schulenberg about 7 years 3 months ago

There is a System Parameter that you can adjust to allow this. Supervisor Access to Teams will allow the supervisor to see the RmCm Configuration within /appadmin. The supervisor can then modify the skill assignments on the agents.

  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 5 (1 ratings)
Loading.
Correct Answer
Jonathan Schulenberg Tue, 12/15/2009 - 05:25
User Badges:
  • Super Bronze, 10000 points or more
  • Cisco Designated VIP,

    2017 IP Telephony

There is a System Parameter that you can adjust to allow this. Supervisor Access to Teams will allow the supervisor to see the RmCm Configuration within /appadmin. The supervisor can then modify the skill assignments on the agents.

alicia.vega Tue, 12/15/2009 - 08:02
User Badges:

Thank you very much.


I have read some documents about "Re-skilling agents". Is this function only supported in Cisco IPCC Enterprise????




Jonathan Schulenberg Tue, 12/15/2009 - 08:05
User Badges:
  • Super Bronze, 10000 points or more
  • Cisco Designated VIP,

    2017 IP Telephony

I can't speak to CC Enterprise, only Express. This feature is available in Express if you set the System Parameter accordingly and have the supervisors log into /appadmin.

michael.windon Fri, 09/03/2010 - 11:40
User Badges:

What Service Param are you refering to. I am on UCCX 6.0 and i cant find any param that will allow my supervisors to login to appadmin and only modify rmcm.

Aaron Harrison Fri, 09/03/2010 - 11:56
User Badges:
  • Super Bronze, 10000 points or more
  • Community Spotlight Award,

    Member's Choice, May 2015

Hi


The parameter was in System/System PArameters in AppAdmin; it's called 'Supervisor Access'. You can set it to 'None' 'Sup's Teams Only' etc.


It was (I think) introduced in 5.0, but you may find it's not in v6.0 as that was kind of a parallel universe release for the dying Windows CCM train...


Regards


Aaron


Please rate helpful posts...

Actions

This Discussion

Related Content