Configuring The Rm Jtapi Provider; Provisioning The Rm Jtapi Provider - Cisco CRS-1 - Carrier Routing System Router Administration Manual

Chapter 4 Provisioning Cisco Unified CCX
Step Task
Step 8 Provisioning agent-based routing—if you are using
Unified CCX Enhanced or Premium.
Step 9 Creating teams and assigning agents to teams.

Configuring the RM JTAPI Provider

Provisioning the RM JTAPI Provider

Step 1
The Resource Manager (RM) of the Unified CCX system is a component of the
Unified CCX subsystem. It uses a Unified CM JTAPI user (called the RM JTAPI
provider) to monitor agent phones, control agent states, and route and queue calls.
When you use Cisco CRS to configure a RM JTAPI Provider, CRS automatically
adds the provider information in Unified CManager.
After adding the RM JTAPI provider, you must explicitly associate each agent's
extension in the Unified CM to the Rm JTAPI provider.
This section contains the following topics:
Provisioning the RM JTAPI Provider, page 4-5
•
• Associating Agent Extensions with the RM JTAPI Provider, page 4-6
To provision the RM JTAPI provider for the Unified CCX subsystem, 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 web page.
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Configuring the RM JTAPI Provider
For instructions, see
"Configuring Agent-Based
Routing" section on page 4-38
"Creating, Modifying, and
Deleting Teams" section on
page 4-39
4-5