How to associate the Agent and Phone on PCCE 11.5

chatchavan_u · ‎07-15-2017

Hello

I have just done for PCCE 11.5 initialization (fresh installation) and I would like to know how to associate the Agent and IP Phone for logging to finesse.

I have read this configuration guide and no more details to explain it.

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/pcce/pcce_11_5_1/maintenance/Guide/PCCE_BK_P78925E9_00_pcce-admin-config-11-5/PCCE_BK_P78925E9_00_pcce-admin-config-11-5_chapter_010.html#task_F74BAD9BC00535E94A9DC01379C2...

Could you give me the configuration guide or tell step by step to do any the foundation on PCCE ?

Thank you in advance.

geoff · ‎07-15-2017

I am not a PCCE person, but I am pretty sure it's the same as UCCE.

There is no static association - to support hot-desking, there cannot be a static association. An agent can log in with any configured phone and the mapping is established dynamically.

In UCCE you need to create Agent Targeting Rules - and I assume PCCE also has that. See if you can find that in the Web admin.

Regards,
Geoff

chatchavan_u · ‎07-16-2017

I could login successfully.

Thank you for your support

Regards,

Chatchavan

geoff · ‎07-16-2017

For my own learning - does PCCE also have Agent Targeting Rules?

Regards,
Geoff

chatchavan_u · ‎07-16-2017

Yes, you're right. PCCE auto created the Agent Targeting Rules at time of initialization.

Regards,

Chatchavan

Chintan Gajjar · ‎07-16-2017

And it looks like attached in PCCE, Which covers everything(something i really liked).