The Rmcm Menu Option - Cisco CRS-1 - Carrier Routing System Router Administration Manual

The RmCm Menu Option

The RmCm Menu Option
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
15-6
– Creating any missing ports.
Modifying out-of-sync ports.
–
Associating CTI Ports to JTAPI users. (For example, associating CTI
–
Ports created for Node 1 to the JTAPI User for Node 1, and so forth.).
Creating any missing route points.
–
– Modifying out-of-sync route points.
Associating route points to all the JTAPI users.
–
The Cisco CRS system uses the Unified CCX subsystem of the CRS Engine to
provide resource distribution and queueing to call centers, as part of a Automatic
Call Distribution (ACD) system.
Use the areas of the Unified CCX Configuration web page to configure skills
groups, resources, resource groups, Contact Service Queues (CSQs) and RM
(Resource Manager) JTAPI providers.
To access the Unified CCX Configuration web page, select Subsystems > RmCm
from the CRS Administration menu bar.
The Unified CCX Configuration navigation bar contains the following hyperlinks:
• Skills—Click this hyperlink to create skills. This option is available only with
the Unified CCX Enhanced and Premium license packages (see
Configuration, page
Resources—Click this hyperlink to assign a resource group and/or skills to
•
agents (see Resources Configuration, page
Resource Groups—Click this hyperlink to create resource groups (see
•
Resource Group Configuration, page
CSQs—Click this hyperlink to configure CSQs (see
•
page 15-10).
RM JTAPI Provider—Click this hyperlink to configure the RM (Resource
•
Manager) JTAPI provider for the RmCm subsystem (see
Configuration, page
15-7).
15-9).
15-11).
Chapter 15 The Subsystems Menu
Skills
15-8).
CSQ Configuration,
RM JTAPI Provider