We have a couple of large customers who use a variety of products such as UCCE, CUCM, CCMP, Voice recording, CUIC and CIM. Is there an easy way to do agent configuration on these platforms, currently everything is very disjointed, which means is takes a long time to configure one agent (as you need to create accounts on every individual platform). Managing a 5000 seat contact centre with high churn rates is therefore very time consuming.
can you elaborate on all configurations you currently have to do for each agent?
i see mostly an agent is configured through CCMP, which covers most of the agents configuration... cuic may not require any configuration.. and recording is third party anyways and will most probably have a different configuration than any ucce stuff, still the recording solution we use doesn't require any configuration to be done on it directly for each new agent
for the first 5 points, IMHO you can do them all through CCMP... not sure about the bulk configuration, but you should be able to create an agent, make it supervisor, set the team and attributes.. all through CCMP you can also make sure that cuic is configured with UCCE integration, so cuic will automatically assign the supervisor the proper agent collections
for CIM, is it configured in integrated mode with ICM? if yes, shouldnt it be icm handling it? if it is, then ccmp is still your interface (dont have much experience with CIM though)
and last, the recording is a third party, so unfortunately this has to remain the same
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