To configure an end user to be a Contact Center Agent, please complete the following steps:


1. Configure the RMCM Application User for the device:


  • Navigate to Call Manager > User Management > Application User
  • Find and select RMCM



  • Under Device Information section, press Device Association
  • Find the phone associated to the user which is going to be configured as an Agent/Finesse user by typing in the user's directory number.
  • Select the phone and press Save Selected/Changes.



3. Assign IPCC Extension to the End User:

  • Navigate to CUCM > User Management > End User 
  • Find the appropriate user
  • On the user page, scroll down till you see 'Directory Number Associations' and Select the same extension of that user from the 'IPCC Extension'
  • Press Save

2. Configure the Resource in UCCX:

  • Navigate to UCCX > Subsystems > RmCm > Resources

        

  • Select the user you just configured in the Call Manager.
  • For the Resource Group Select the desired option from the drop-down menu.              
  • From the Unassigned Skills box select the skills the user is capable of and use the left arrow key to move them to the Assigned Skills box.
  • Press Update.
  • The user can now log in as a Contact Center Agent.