Creating, Modifying, And Deleting Skills; Creating A Skill - Cisco CRS-1 - Carrier Routing System Router Administration Manual

Chapter 4 Provisioning Cisco Unified CCX

Creating, Modifying, and Deleting Skills

Creating a Skill

Step 1
Step 2
Step 3
Step 4
Step 5
Skills are customer-definable labels assigned to agents. Unified CCX Enhanced
and Premium packages can route incoming calls to agents who have the necessary
skill or sets of skill to handle the call.
This section describes:
Creating a Skill, page 4-15
•
• Modifying an Existing Skill Name, page 4-16
Deleting a Skill, page 4-16
•
To create a skill, complete the following steps.
Procedure
From the CRS Administration menu bar, choose Subsystems > RmCm.
The Unified CCX Configuration web page opens, displaying the RM JTAPI
Provider area.
On the Unified CCXConfiguration navigation bar, click the Skills hyperlink.
The Unified CCX Configuration Skills summary web page opens.
Click the Add a New Skill hyperlink.
Note When the system reaches the maximum number of skills that can be
created, the Add a New Skill hyperlink no longer appears.
The Skill Configuration web page opens.
In the Skill Name field, enter a description of a relevant skill (for example,
French).
Click Add.
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Creating, Modifying, and Deleting Skills
4-15