Adding resilient and/or Network ACD hot desking agents 123
• Queues and queue groups (Contact Center Management website only)
• Extensions and extension groups
• Extension divisions (YourSite Explorer only)
• Trunks and trunk groups
• DNIS and DNIS groups
• Account Codes
• Account Code groups (YourSite Explorer only)
• Make Busy Reason Codes
• Teams
Employee Quick Setup
NOTE:
• When you create employee IDs and agent login IDs, group all of the employees together from each
site, and then group all of the employees together who have similar contact characteristics. For
example, if half of the employees at a site will be voice agents (similar characteristic) and half of the
employees will be email agents (similar characteristic), then group the voice agents together and
group the email agents together. Using Quick Setup, you create the employee IDs and agent login
IDs for the voice agents group, and then create the employee IDs and agent login IDs for the email
agents group.
• If you are upgrading a Contact Center Management (voice) employee to a Multimedia Contact Center
(voice, email, and/or chat) employee, before you use Quick Setup, you must assign a folder to the
employee prior to assigning the employee an agent login ID. To do so, click
Configuration=>Employee=>Employee=>Edit, and update the Multimedia Contact Center properties
for the employee.
If you have an SX-200 or SX-2000, you add a series of employees in the Contact Center Management
website under YourSite=>Configuration, Employee=>Employee.
If you have a 3300 ICP, 5000, or Axxess, to add a series of employees
1. In YourSite Explorer, in the left pane, click YourSite .
2. Under Devices, click Employees.
3. Click Quick Setup.
4. In the Active number from and Active number to boxes, type a range of device numbers.
5. If you want to add a prefix or postfix to this range of device numbers, after Name prefix and/or Name
postfix type the prefix and/or postfix.
6. If you will monitor the employees in real-time and run reports on them, on the General tab, select the
This employee will be tracked in real time and reporting check box.
7. If the employees will be scheduled using Workforce Scheduling, select the This employee will be
scheduled using Workforce Scheduling check box.
8. If the employees are resilient, select the This employee is resilient and will be monitored in real
time and reporting check box.
9. If you want to create an agent login ID for each employee, on the Agent associations tab, select the
Create an agent login ID for each employee check box.
NOTE: It is recommended you create agent login IDs from employee IDs.
10. Select the media server and failover media server the agent will use.
NOTE: If the employees are resilient, they can be associated with only one voice media server per
cluster and you can select the failover media server for the employees.
11. After Start the agent login IDs at, type the first agent login ID number to associate to the employee
ID range.
12. After Increment the agent login IDs by, type the increment by which the agent login ID numbers will
increase.
13. If you want to create an extension for each employee, on the Extension associations tab, select the
Create an extension number for each employee check box.