Cisco CRS-1 - Carrier Routing System Router Administration Manual page 46

Setting Up Cisco CRS
Note
Provision the Additional CRS Subsystems
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
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• Resource Groups. Collections of agents that your CSQ uses to handle
incoming calls. To use resource group-based CSQs, you must specify a
resource group.
Skills. (Unified CCX Enhanced packages only.) Skills are customer-definable
•
labels assigned to agents. The two Unified CCX Enhanced packages can route
incoming calls to agents who have the necessary skill or sets of skill to handle
the call.
CSQs. After you assign an agent to a resource group, or assign skills to an
•
agent (the Unified CCX Enhanced packages only), you need to configure the
agent for the CSQ to which the agent will be assigned.
• Agent Based Routing Settings. If you want to have the ability to send a call
to a specific agent, rather than to any agent available in a CSQ, you need to
configure Automatic Work and Wrapup Time settings.
Remote Monitoring. If you want to associate agents and CSQs that will be
•
monitored by remote supervisors, you need to configure remote monitoring
settings.
• Teams. If you want to create or associate teams with various agents, CSQs,
and supervisors, you need to configure team settings.
For detailed instructions on provisioning the Unified CCX subsystem, see
Chapter 4, "Provisioning Cisco Unified CCX."
The additional CRS subsystems provide Unified ICME, HTTP, Database, and
eMail features.
Provision the following subsystems:
Unified ICME. The Unified ICME subsystem communicates with Unified
•
ICME software.
HTTP. The HTTP subsystem enables CRS applications to respond to
•
requests from a variety of web clients.
Database. The Database subsystem enables CRS applications to
•
communicate with enterprise database servers.
Chapter 1 Introducing Cisco Customer Response Solutions