Implications Of Deleting Agents In Unified Cm - Cisco CRS-1 - Carrier Routing System Router Administration Manual
Customer response solutions release 4.1(1)
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Also See for CRS-1 - Carrier Routing System Router:
- Getting started manual (289 pages) ,
- Troubleshooting manual (264 pages) ,
- Migration manual (250 pages)
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Configuring Agents
Implications of Deleting Agents in Unified CM
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
4-18
Once you assign agents to resource groups and skills (if you are using either of
the Unified CCX Enhanced or Premium versions), you can create a CSQ (see
Creating, Modifying, and Deleting CSQs, page
This section describes:
•
Implications of Deleting Agents in Unified CM, page 4-18
•
Assigning a Resource Group and Skills to an Individual Agent, page 4-19
Assigning Resource Groups and Skills to Agents in Bulk, page 4-21
•
•
Removing Skills from Individual Agents, page 4-22
Removing Skills from Agents in Bulk, page 4-23
•
Agent information on the Unified CM is updated in Unified CCX at 10-minute
intervals. If you modify an agent's record in Unified CM (for example, changing
the Unified CCX extension or deleting the agent), the agent's information in the
Unified CCX RmCm subsystem is updated at the next interval. You can update the
Unified CCX information in the CRS Administration at any time by selecting
Subsystems Unified CCX extension of an agent who is currently logged in, the
agent will continue to use the old extension until the agent logs off. The agent
must log off and then log back in to the Cisco Agent Desktop to get the new
extension.
When Cisco CRS detects that the agent no longer exists in LDAP, an agent is not
deleted automatically from the Cisco CRS database. Instead, the Cisco CRS
Resources page displays a new link called Inactive Agents. When you click this
link, Cisco CRS displays a list of agents that do not exist in LDAP and do exist in
the CRS database. In this case, select the agents to delete from Cisco CRS by
checking the check box next to the required agent, or select all agents for deletion
by clicking Check All. Then click Delete to remove the selected agents from the
Cisco CRS database. Unless you follow this procedure, agents that no longer exist
in LDAP will continue to appear in the list of agents in Resources page, but they
will not be able to log in as the LDAP authentication will not be successful.
Chapter 4
Provisioning Cisco Unified CCX
4-24)
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