Agent configuration

[Jeroen.Verwijmeren]

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.

What's the best practice here?

[oabulaban]

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


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[Jeroen.Verwijmeren]

Thanks for your response.

Here's what we do today, and for simplicity I'm excluding CUCM.

1. Create the agent in UCCE (can be done using bulk) including desk settings and adding them to a team (cannot be done in bulk).
   
2. Assign each agent with certain attributes, so they get calls routed via PQ
   
3. Create a CCMP account assuming supervisor agent.
   
4. Move agent to the right place in the hierarchy in CCMP (individual)
   
5. CUIC: add agents to the right collection; based on the agent names you can't see to which site they belong. Individual action
   
6. CIM: Create agent in CIM and assign correct licences to the agent (individual)
   
7. Call Recording solution: create agent (same agent name as in UCCE...), assign licences, teams etc
   

A lot of these tasks cannot be done in bulk or with groups of agents. Most items require you save in between (as IE based) therefore slowing down the process as well.

Maybe we're just not using best practice, any advice would be appreciated.

[oabulaban]

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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