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In CRS with the IPCC Express Standard licensing option, administrators are unable to add agents or resources to multiple resource groups or multiple CSQs

Core Issue

This issue happens as per design. With the Cisco IP Contact Center (IPCC) Express Standard licensing option, it is not possible to have agents assigned to multiple resource groups. The Cisco IPCC Express Standard    licensing option has resource groups, but not skills.

The nature of resource groups is that an agent or a resource can only belong    to one resource group. Also, a resource group can only be tied to one Contact Service Queue (CSQ).

Resolution

Accomodating an agent or a resource to multiple CSQs or skills (if the goal is to have agents or resources handling multiple call types) can be accomplished with resource skills-based routing, as opposed to resource groups routing. To use resource skills-based routing, upgrade to IPCC Express Enhanced or Premium licensing options.

Fortunately, an upgrade path exists from Cisco IP Integrated Contact Distribution (ICD) Standard to IP ICD Enhanced. However, these two packages are mutually exclusive. Only one can be installed    at a time on a Customer Response Solution (CRS) server. If more than one is installed, priority is given    to the package with the highest number. The Cisco IP ICD Enhanced option has a higher priority    than the Cisco IP ICD Standard.

To convert Cisco IP ICD Standard to IP ICD Enhanced, perform this step-by-step procedure:

  1. Obtain a new license for Cisco IP ICD Enhanced.
  2. Run the CRS Installer to implement the enhanced features against the new  license.

The IPCC Express Enhanced option allows for both skills and resource groups.    With skills, only one agent is allowed as part of multiple skills. Also, one skill    can belong to many CSQs.

Resources can be part of multiple skills, but   can be part of only one resource group.

Core Issue

You are currently on UCCX 7.0.1 SR5 and CUCM 6.1.5 and have requests  from user to be associated to more than one call queue at once, but be  able to switch between answering different queues without getting calls  from the other.

For example:

Will it be possible to have following features?

  • User associated with CSQ A and B
  • User IPCC is 10001
  • User Extension is 12001
  • User wants to be able to answer calls from CSQ A, but not B.
  • User then wants to switch to CSQ B in the middle of the day.
  • User wants to keep IPCC 10001.
  • User wants to be able to switch between CSQs without IT doing this from the server.

Resolution

    For this you can create two Agent ID's (for the same Person with the same IPCC  extension), assign CSQ1 related skills for the first Agent ID, and CSQ2  related skills to the second Agent ID.

   In  the morning time let this person use the first Agent ID so that he gets  only CSQ1 calls, and in the second half let him logout of the  CAD\IPPA and use the second Agent ID and login, so that he gets CSQ2  calls.

No, Agent seat license will be consumed only if you login into the  CAD\IPPA. It is the concurrent logged in Agent's count which needs  licenses not for all the Agent ID's created.

Lets  say for an example, if you run a conatct center of 200 Agents with 3  shifts (200*3=600 Agent ID's) with 8 hours of shift, after every shift  first set of Agents will logout and the next set of Agent will login,  keeping the same 200 Active Agents all the time.

For related information, refer to these sections of Provisioning Cisco IP ICD:


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Last update:
‎06-22-2009 05:29 PM
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