12-15-2009 02:39 AM - edited 03-14-2019 04:59 AM
We have a Cisco IPCC Express environment with two queues ("REQUESTS" and "TROUBLES"). In case of, for instance, a great trouble in the customer network (loss of the e-mail service), most of people will call to the Troubles service, so the customer would like to forward some agents to take calls of this queue.
So, we need to dinamically distribute the agents between several queues. Is this possible? Thank you very much.
Solved! Go to Solution.
12-15-2009 05:25 AM
There is a System Parameter that you can adjust to allow this. Supervisor Access to Teams will allow the supervisor to see the RmCm Configuration within /appadmin. The supervisor can then modify the skill assignments on the agents.
12-15-2009 05:25 AM
There is a System Parameter that you can adjust to allow this. Supervisor Access to Teams will allow the supervisor to see the RmCm Configuration within /appadmin. The supervisor can then modify the skill assignments on the agents.
12-15-2009 08:02 AM
Thank you very much.
I have read some documents about "Re-skilling agents". Is this function only supported in Cisco IPCC Enterprise????
12-15-2009 08:05 AM
I can't speak to CC Enterprise, only Express. This feature is available in Express if you set the System Parameter accordingly and have the supervisors log into /appadmin.
09-03-2010 11:40 AM
What Service Param are you refering to. I am on UCCX 6.0 and i cant find any param that will allow my supervisors to login to appadmin and only modify rmcm.
09-03-2010 11:56 AM
Hi
The parameter was in System/System PArameters in AppAdmin; it's called 'Supervisor Access'. You can set it to 'None' 'Sup's Teams Only' etc.
It was (I think) introduced in 5.0, but you may find it's not in v6.0 as that was kind of a parallel universe release for the dying Windows CCM train...
Regards
Aaron
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