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4.8.7

EasyUC for Cisco

Maintaining CCX agents, skills and teams

Change team, skills and availability of agents, create skills and teams.

EasyUC · Version 4.8.7

In EasyUC: EasyUC Cisco → Contact Center Express → Agenten / Skills / Teams

What it is for

These three lists show the resources of Contact Center Express: who is an agent or supervisor, which extension and team they have and which skills are assigned at which level. In the CCX, skills control which queues (CSQs) may select an agent. This part of the interface is labelled in German in version 4.8.7, also when the interface language is English. Labels and messages are quoted as shown.

Changes always run in three stages: Bearbeiten (edit) opens a local draft, Änderungen prüfen (review changes) shows a comparison of the previous and the new value, and only Jetzt im CCX speichern (save to CCX now) writes to the CCX. EasyUC checks whether the state in the CCX has changed since loading and aborts in that case.

You do not create new agents here but in the user profile of the CUCM user.

Prerequisites

  • The CCX connection is set up and bound to the active CUCM connection.
  • Viewing agents: ROLE_APP_CCX and ROLE_APP_CCX_AGENTS. Changing agents: additionally ROLE_APP_CCX_AGENTS_EDIT.
  • Viewing skills and teams: ROLE_APP_CCX with ROLE_APP_CCX_SKILLS or ROLE_APP_CCX_TEAMS.
  • Creating, changing or deleting skills and teams: administrator (ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN). For teams the read permission on agents is checked as well.
  • For teams: the desired supervisors already have the supervisor capability in the CCX. EasyUC does not assign the supervisor role itself.

Step by step: change an agent

  1. Open Contact Center Express → Agenten.
  2. Find the agent with the Suchen (search) field by name, user ID or extension. Nur Supervisor restricts the list to supervisors.
  3. Click the name of the agent.
  4. Click Bearbeiten. The page now shows Lokaler Entwurf – noch nicht im CCX gespeichert (local draft, not yet saved to CCX).
  5. Change Team, Ressourcengruppe (resource group), Alias or Automatisch verfügbar (automatically available).
  6. Under Skill hinzufügen, select a skill and click Hinzufügen (add). Enter the Level. Entfernen removes a skill again.
  7. Click Änderungen prüfen and check the table Einstellung / Bisher / Neu (setting / before / new).
  8. Tick Ich habe die Änderungen geprüft. Beim Speichern wird die aktive CCX-Konfiguration geändert.
  9. Click Jetzt im CCX speichern. EasyUC reports Änderungen wurden im CCX gespeichert.

Step by step: create, rename or delete a skill

  1. Open Contact Center Express → Skills.
  2. Click Skill erstellen (create skill).
  3. Enter the Name (at most 24 characters) and click Erstellung prüfen (review creation).
  4. Confirm the checkbox and click Jetzt im CCX speichern.
  5. To rename, open the skill from the list, click Bearbeiten, change the name and save through Änderungen prüfen.
  6. To delete, open the skill, click Löschen, type the name exactly into the confirmation field and click Endgültig aus CCX löschen (delete permanently from CCX).

Step by step: create or change a team

  1. Open Contact Center Express → Teams.
  2. Click Team erstellen or open an existing team and click Bearbeiten.
  3. Enter the Name (at most 49 characters).
  4. Select the Primärer Supervisor (primary supervisor) or Keiner (none).
  5. Under Weitere Supervisor, tick the secondary supervisors. The primary supervisor is locked there.
  6. Under Agenten im Team, tick the members, and under Zugeordnete CSQs the queues.
  7. Click Erstellung prüfen or Änderungen prüfen. Read the warning Team-Mitgliedschaft ändert sich sofort (team membership changes immediately). It names which agents are newly assigned, removed or moved from another team.
  8. Confirm the checkbox Ich habe die Zuordnungen geprüft. Das Speichern ändert die aktive CCX-Konfiguration. and click Jetzt im CCX speichern.

Fields and options

Field / actionMeaning and use
Team (agent)Team of the agent. Selection from the teams of the CCX or Keine Zuordnung (no assignment).
RessourcengruppeResource group of the agent or Keine Zuordnung.
AliasDisplay name of the agent in the CCX.
Automatisch verfügbarThe agent becomes available again by itself after a call.
Skill-Zuweisungen / LevelCompetence level per skill, an integer from 1 to 10. Each skill only once, at most 50 skills per agent. A newly added skill starts at the lowest level.
Primärer Supervisor für / Sekundärer Supervisor fürDisplay only. Supervisor role and supervisor assignments are not changed on the agent.
Name (skill)At most 24 characters. On a skill the CCX manages only the name. Levels are assigned per agent.
Name (team)At most 49 characters.
Weitere SupervisorSecondary supervisors. They must not be the primary supervisor at the same time.
Agenten im TeamMembers of the team. Adding an agent can move them out of their previous team.
Zugeordnete CSQsQueues assigned to the team.
Serverstand ladenLoads the current state from the CCX and discards the local draft after a confirmation prompt.

Check the result and narrow down errors

  • Success: green message Änderungen wurden im CCX gespeichert., and the page again shows Aktuelle Konfiguration aus dem CCX.
  • Der CCX-Stand wurde zwischenzeitlich geändert. Ihr Entwurf bleibt sichtbar. Laden Sie den Serverstand neu, bevor Sie weitere Änderungen speichern. Someone changed the same agent in parallel. Click Serverstand laden and repeat the change.
  • Der CCX-Stand wurde geändert oder das Objekt ist noch in Verwendung. Bitte den Serverstand prüfen; Ihr Entwurf bleibt erhalten. Occurs with skills and teams, often when deleting an object that is still in use.
  • Jeder Skill darf nur einmal zugewiesen sein., Pro Agent sind höchstens 50 Skills möglich., Skill-Level müssen ganze Zahlen zwischen 1 und 10 sein. Correct the input, then Änderungen prüfen becomes active again.
  • Zum Löschen zuerst alle Agenten, Supervisoren und CSQs aus dem Team entfernen. Das Standard-Team kann nicht gelöscht werden. Remove all agents, supervisors and CSQs from the team first. The default team cannot be deleted.
  • A skill with agent or CSQ assignments cannot be deleted.
  • Diese Konfiguration kann mit Ihren Berechtigungen nur angesehen werden. The edit permission for the area is missing.
  • CCX verarbeitet die Änderung möglicherweise noch. Bitte den aktuellen Stand neu laden; nicht erneut speichern. Reload first and check whether the change has already arrived.
  • When you leave the page with an open draft, EasyUC asks: Es gibt ungespeicherte CCX-Änderungen. Seite verlassen und Änderungen verwerfen?

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