To add a new agent (not supervisor): (the user must already be added to CallManager and the CTI radio button must be on)
? Login to CallManager (see CallManager instructions)
o Click on User
o Click on Global Directory
o Search for rmjtapi
o Click on rmjtapi
o Click on device association on the left side of the page
o Change first drop down to Description
o Enter full name of user you are trying to add
o Click Select Device
o If you searched correctly, below Filter Active, it will say: 1 available device(s) listed at last search
o Scroll to the bottom of the page and click on Last
o Scroll to the bottom of the last page and you will find the user to be added
o Click on the box next to the users name
o Scroll to the top of the page
o Ensure the radio buttons next to No Primary Extension and No ICD Extension are off (not filled in)
o Scroll back to the bottom of the page and click on Update
o Click OK
? Login to CRS Admin (with the instructions above through the Remote Desktop Connection)
o Click on Subsystems
o Click on RmCm
o Click on Resources on the left side of the page
o Find your new user
o Click on your user
o Choose the appropriate Resource Group in the drop down menu
o Add skills and set the levels if appropriate
? Highlight the skill in the right column
? Click the left arrow to add the skill
? Highlight the skill in the left column
? Change the Competence Level to the desired level
? Repeat for all needed skills
o Change the Team to the appropriate team
o Click Update
To add agent to the call monitoring and recording server
? Open Desktop Administrator (in the IPCC server)
o Click on Start
o Click on Programs
o Click on Cisco
o Click on Desktop
o Click on Desktop Administrator
? Expand container
? Expand Enterprise Data Configuration
? Click on VoIP Monitor
? Find your user on the right
? Under Monitor Server
o Pick the one of the location you are at
? check Enable Desktop Monitoring
? Expand Personal Configuration
? Click on Agents
? Find your agent in the right column
? Right click on your agent
? Click on Properties
? Change the Work Flow Group to the appropriate location
? Click OK
? No saving needed
