Unified Contact Center Management Portal Unified CCMP 8

Unified Contact Center Management Portal (Unified CCMP) 8. 5(1) Default Skill Group Allocation © 2008 Cisco Systems, Inc. All rights reserved. 1

Introduction to Default Skill Group Allocation Default Skill Groups is a feature that was added to Unified Contact Center Enterprise (Unified CCE) 8. 0(1). Support for assignment of Default Skill Groups has been added to Unified Contact Center Management Portal (Unified CCMP) 8. 5(1). © 2008 Cisco Systems, Inc. All rights reserved. 2

Module Introduction The Unified Contact Center Management Portal (Unified CCMP) 8. 5(1) makes provisioning simple and puts it in the hands of users rather than technical engineers. This module describes the enhancements added to release 8. 5(1) for support of the Agent Default Skill Group feature and how the system may be used to configure Default Skill Groups for individual Agents. © 2008 Cisco Systems, Inc. All rights reserved. 3

Module Objectives After completing this module you will be able to: • Configure a Unified CCE Agent to be a member of a Default Skill Group © 2008 Cisco Systems, Inc. All rights reserved. 4

Agenda The agenda for this module is to introduce the new and enhanced features for this release: § Why Default Skill Groups? § How to configure a Default Skill Group in Unified CCMP § Rules for setting Default Skill Groups © 2008 Cisco Systems, Inc. All rights reserved. 5

Why Default Skill Groups? When Default Skill Groups are not assigned then all nonscript routed calls are pegged to the Peripheral Default Skill Group, for example PG 1. default. voice. This creates challenges for hosted customers that wish to utilize multiple customers over a single PG. Default Skill Groups allow segregated reporting for nonscript routed calls. Those utilizing shared PG’s will benefit by being able to provide separate reporting statistics on a per customer basis. © 2008 Cisco Systems, Inc. All rights reserved. 6

How to configure a Default Skill Group § Default Skill Groups are assigned using the Skill Group UI in the System Manager tool of Unified CCMP § Default Skill Groups are assigned on either the creation of the Skill Group, or by editing an existing Skill Group © 2008 Cisco Systems, Inc. All rights reserved. 7

How to Configure a Default Skill Group § When located on the new/edit Skill Group UI select the Default option to set the selected Skill Group to be that Agents default § Default is only available for Skill Groups on the Voice Media Routing Domain § Default is only available for Skill Groups and Agents on Call Manager/Soft ACD or IPCC System Peripheral Types § Nomination of Default for Agents that already have a default will result in a confirmation prompt © 2008 Cisco Systems, Inc. All rights reserved. 8

Rules for setting Default Skill Groups Default Skills are only set when using the following rules: 1. The Media Routing Domain of the Skill Group must be the Voice Media Routing Domain. 2. The Peripheral of the Skill Group / Agent must be of type: • Call Manager / Soft ACD • IPCC System If these rules are not met, then the selection of Default Skill Group will not be available. © 2008 Cisco Systems, Inc. All rights reserved. 9

© 2008 Cisco Systems, Inc. All rights reserved. 10