In this window, you can add new agents, supervisors, or supervisor/agents.
What you see in this window depends on how you launch the window, the user type you add, and the access class assigned to you.
If you select Add > Agent, Add > Supervisor, or Add > Supervisor/Agent, the window appears and the sections that are relevant to the user type expand and are blank.
If you select Copy Agent Properties from a Functions menu, or click Create Many while viewing an existing agent, the window appears and the User Details and User Information sections expand and contain some information.
Prerequisites
• You must have the appropriate access class to access and work in this window. If you cannot open part of the window that you need to work with, ask your administrator to update the access class assigned to you. To work with all sections of this window and add and edit all types of users, you need the Add/Edit/Delete Agents and Supervisors access level.
• Log on to CCMA. For more information, see Logging on to Contact Center Manager Administration (page 131).
• Open the Contact Center Management component.
Procedure steps
Step Action
1 In the left pane, click the Contact Center Manager Server under which to add the agent.
2 From the Add menu, select Agent.
3 In the New Agent Details window, enter the following mandatory information about the agent:
• first name
• last name
• login ID
• primary supervisor
• call presentation
• threshold
Attention: If you add an agent on a SIP-enabled Contact Center Manager Server, SIP URI and SIP terminal are mandatory.
4 Enter any optional information about the agent (for example, Title, Department, or Comments).
5 If Open Queue is enabled on the Contact Center Manager Server, click the Contact Types heading.
If Open Queue is not enabled, the Contact Types section does not appear.
6 Select the check box beside each Contact Type to assign to the agent.
7 Click the Skillsets heading.
8 In the Skillsets area, click List All to list all skillsets configured on the server.
If you do not see a skillset to which you need access, it may be because it is not included in your partition. Contact your administrator and request that the administrator add the skillset to the partition assigned to you.
9 From the Priority list for each skillset to assign to the agent, select the priority level or select Standby to put the agent in standby mode for this skillset.
Priority levels range from 1 to 48, with 1 being the highest priority for the skillset.
Attention: With a Open Queue-enabled Contact Center Manager Server, you can only assign skillsets to an agent that belongs to the same contact type.
10 If you have administrator privileges, you can add this new agent to the partitions assigned to the agent’s supervisor (instead of having to do so in Access and Partition Management). Click the Partitions heading.
The list of partitions configured on the server appears.
11 Select the check boxes beside the partitions to which to add the new agent.
12 Click Submit to save your changes.
--End--Variable definitions
Variable Value
First Name box The first name of the user. The first name is mandatory for all users and can be a maximum of 30 characters long.
Attention: Do not use the characters '<' or '>'.
Last Name box The last name of the user. The last name is mandatory and can be a maximum of 30 characters long.
Attention: Do not use the characters '<' or '>'.
Title box The title for the user. The title is optional and can be up to 40 characters long.
Department box The user’s department. The department is optional and can be up to 40 characters long.
Language list Select the language preference for the user. Language selection is mandatory for all users.
Comment box Comments you have about the user. Comments are optional and can be up to 127 characters in length.
User Type list Select the user type. This value is mandatory. You can select from the following user types:
• Agent—Agents are users who are assigned skillsets and who answer contacts in the contact center. All agents must be assigned to a supervisor.
• Supervisor—Supervisors are responsible for a group of agents, and can monitor agents performance in the real-time displays in Contact Center Manager Administration.
Supervisors are not assigned skillsets.
• Supervisor/Agent—A user with Supervisor/Agent capability is assigned skillsets, answers contacts in the contact center, and can perform some of the duties of a regular supervisor, such as monitor real-time displays in Contact Center Manager Administration and answer agent queries. All Supervisor/Agents must be assigned to a supervisor. Some supervisor/agents can have agents assigned to them as well.
Login ID box The number that the user enters to log on to the phoneset. This value is mandatory for all users.
For the Communication Server 1000, the log on ID can be a maximum of 16 digits long.
(1 of 3)
Personal DN The directory number where the agent can receive personal calls. The personal DN is optional and can be up to 16 digits long.
SIP URI The SIP Address for the agent as configured on the target SIP server.
Valid values: The SIP URI must be unique to URIs currently assigned to other agents, CDNs or DNISs.
SIP Terminal The SIP Address of the TR87 controlled terminal dedicated to this agent.
The SIP Address must be unique to addresses currently assigned to other agents.
ACD Queue Use this field to assign an ACD Queue to the agent for calls defaulted and when you use Queue to NACD. An Agent can log into any phoneset and the default ACD Queue automatically updates to the appropriate queue for the agent.
ACD Queue Error This is a read-only field. When you assign ACD Queue to an agent that is logged in, the following error message is returned from Communication Server 1000/Meridian 1 or Contact Center Manager Administration:
“Agent is required to login again for the ACD Queue to be assigned.”
Primary Supervisor
The agent’s supervisor. You can choose from all supervisors configured on the server to which you are currently logged on.
Agent Key The number on the supervisor’s phoneset corresponding to the agent’s phoneset. This key enables the supervisor to
communicate with the agent.
This field is not applicable nor available when connected to a SIP server.
Login Status The current status of the agent (Logged In or Logged Out), which is useful when you want to quickly reassign agents to skillsets. This data is read-only.
Call Presentation The call presentation class to assign to this agent. The call presentation class determines whether the agent can take a break between calls, whether the agent can put DN calls on hold for incoming ACD calls, and whether the agent phoneset shows that the agent is reserved for a network call.
Call Presentation is mandatory for all users with agent and supervisor/agent capability.
Variable Value
(2 of 3)