134 Chapter 6 Configuration
6. If you will track and run reports on the employee, select the The employee will be tracked in real-
time and reporting check box.
7. If the employee is a supervisor, select the The employee is a supervisor check box.
8. If the employee is resilient, select the This employee is resilient and will be tracked in real time
and reporting check box.
NOTE: If the number of employees in the YourSite database exceeds the number for which you are
licensed, you will not be able to select this check box.
9. After Email address, type the employee’s email address.
Reporting Service uses this email address to send and receive reports.
10. After Active from, select the date the employee ID was created.
11. After Nickname, type the employee’s nickname.
12. Click Save.
Configuring user account information (in the Contact Center Management
website)
To configure user account information for an employee
1. In Contact Center Management, click YourSite=>Configuration.
2. On the Configuration menu, click Employee=>Employee.
3. Select an employee from the list.
4. On the User account tab, select the This employee will use these credentials to log on to
applications check box, and specify security and report distribution information.
5. Click Save.
NOTE: If you are upgrading a Contact Center Management (voice) employee to a Multimedia Contact Center
(voice, email, chat and/or fax) employee, you must assign a public folder to the employee prior to assigning
him an agent login ID. To do so, click Configuration=> Employee=>Employee=>Edit and update the
Multimedia Contact Center properties for the employee.
Associating employees with agent IDs, extensions, and Account Codes (in the Contact Center Management website)
To associate the employee with an agent login ID, extension, and Account Code
1. In Contact Center Management, click YourSite=>Configuration.
2. On the Configuration menu, click Employee=>Employee.
3. Select an employee from the list.
4. On the Create associated devices tab, under Agent login, select the check boxes of the media
servers to which the employee will log in.
This creates an agent login ID based on the employee ID for each media server you select, which is
recommended.
5. On the Extension tab, select the Create an extension reporting number for each employee ID
check box and select a media server and failover media server for the extension.
6. If the extension will be costed with Call Accounting, select the Cost this extension check box.
7. On the Account Code tab, select the Create Account Code for employee check box.
8. On the ribbon, click Save.
Configuring multimedia user settings (in the Contact Center Management
website)
To configure Multimedia Contact Center user settings
1. In Contact Center Management, click YourSite=>Configuration.
2. On the Configuration menu, click Employee=>Employee.
3. Select an employee from the list.
4. On the Multimedia Contact Center user tab, select the The employee will be a Multimedia
Contact Center agent check box and specify the employee’s Exchange public folder name.
5. Click Save.