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New Member

CCX 8 Agent Capability

I have 2 CCX clusters (both 8.0.2, soon to be 8.5.1) integrated with a single UCM 8.5.1 cluster.  Is there a way to "hide" agents in one cluster from reporting in the other cluster?  The issue I have is that admins from CCX cluster 2 have to sort through the dozens of agents from CCX cluster 1 in some of the reports just to pick out the few agents that belong to them.  They don't actually see call stats from CCX1, but all of the agents from CCX1 show up in the filter list for CCX2.  Removing the IPCC extension in UCM will drop the agent from both customers.  Is there any way to drop an agent from just one cluster and not the other?

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4 REPLIES
Super Bronze

CCX 8 Agent Capability

Hi

No - this is one of the drawbacks of the design. There's only one 'ipcc extension' property and no way to partition the users off...

Aaron

Aaron Please remember to rate helpful posts to identify useful responses, and mark 'Answered' if appropriate!
Silver

CCX 8 Agent Capability

Most agent reports can be run based on Resource Group. Just assign your agents in different clusters to 2 different resource groups and use the detailed tab of the agent report to select the resource group.

Brian

New Member

CCX 8 Agent Capability

Unfortunately, some of the common reports don't filter on resource groups, such as the Abandoned Call Report.

Silver

Re: CCX 8 Agent Capability

You could edit the report template's xml file (on the supervisors pc) to display only the agents you want. See the thread below for an example on how to do this with CSQs.

Brian

https://supportforums.cisco.com/message/3527822#3527822

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