Administrator's Guide

28 Cisco Unified Web and E-Mail Interaction Manager System Administration Guide
Configure a service
Configuring skill groups
A skill group is created in Unified CCE for mapping to user groups in Cisco Interaction Manager. You can create
two types of skill groups:
 Cisco Interaction Manager picks the agent (Non-IPTA): For a Non-IPTA skill group, the skill group
members (agents) are administered and managed in Cisco Interaction Manager. A Non-IPTA skill group is
created for email routing in cases where a label is returned by Unified CCE to Cisco Interaction Manager.
When a label is returned, Cisco Interaction Manager load balances the email activity to a group of agents
defined in the user group (that maps to the Non-IPTA skill group) identified by the suffix of the label.
 ICM-picks-the-agent (IPTA): For an IPTA skill group, the skill group members (agents) are administered
and managed in Unified CCE. An IPTA skill group (with associated skill group members) is used in ICM
scripts to facilitate email routing through Unified CCE to the skill group.
To configure an IPTA skill group:
1. Go to Start > All Programs > ICM Admin Workstation > Configuration Manager.
2. In the Configuration Manager window, browse to Tools > Explorer Tools > Skill Group Explorer.
3. Double-click Skill Group Explorer.
4. In the Skill Group Explorer window, in the Select filter data section, click Retrieve. Then, click [1]Add
Skill group button.
A new entry is created and a new set of tabs appear.
Important: The LABEL must be configured in the following format: LBL_Enterprise_Name_of_Non-
IPTA_Skill_Group