Configuring Agent-Based Routing - Cisco CRS-1 - Carrier Routing System Router Administration Manual

Configuring Agent-Based Routing

Tip
Configuring Agent-Based Routing
Step 1
Step 2
Step 3
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
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The Remote Monitor area of the Unified CCX Configuration web page reappears.
The Supervisor is now able to access the CRS Supervision web page and view
his/her allowed CSQs and agents.
When running the Remote Monitoring script, you might need to provide a CSQ
ID. This ID is internally generated and is only visible on the CRS Supervision
page. See the "Viewing CSQ IDs for Remote Monitoring" section on page 12-3
Agent-based routing provides the ability to send a call to a specific agent, rather
than any agent available in a CSQ.
Use the Agent Based Routing Settings web page to configure system-wide
parameters to be used in an agent-based routing application.
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 CCX Configuration navigation bar, click the Agent Based
Routing Settings hyperlink.
The agent-based routing area opens.
Use this web page to specify the following:
Chapter 4 Provisioning Cisco Unified CCX