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Adding resilient and/or Network ACD hot desking agents 139
If you have an SX-200 or SX-2000 telephone system, you must add agent groups in the Contact Center
Management website using YourSite=>Configuration. If you have a 3300 ICP, we recommend you add agent
groups in YourSite Explorer. If you have a 5000 or Axxess telephone system, you must add agent groups in
YourSite Explorer.
Adding agent groups (in YourSite Explorer)
To add an agent group
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Agent groups.
3. Click Add.
4. Configure agent group identification information, and select the media server for the agent group.
5. Under Reporting and real-time options, select
• Historical reporting only if you want to run reports on an agent group without real time
monitoring.
• Real time and reporting if you want to run reports on an agent group and monitor it with basic
real time functionality, such as ACD states and statistics and presence.
6. On the ribbon, click Save.
Associating agents with agent groups (in YourSite Explorer)
To associate an agent with an agent group
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Agent groups.
3. Select an agent group from the list.
4. On the Membership tab, under Available members, select an agent and click > to move the agent to
the Selected members list.
5. On the ribbon, click Save.
Specifying 3300 ICP options for agent groups (in YourSite Explorer)
To specify 3300 ICP options for an agent group
1. In YourSite Explorer, in the left pane, click YourSite.
2. Under Devices, click Agent groups.
3. Select an agent group from the list.
4. On the 3300 ICP options tab, click ... and select a failover media server.
5. Specify if the agent group uses skills and if calls are to be queued to the agent group when no agents
are logged in.
6. On the ribbon, click Save.
Adding agent groups (in the Contact Center Management website)
To add an agent group
1. In Contact Center Management, click YourSite=>Configuration.
2. On the Configuration menu, click Agent login=>Agent group.
3. Click Add.
4. Specify agent group identification information and select the media server and failover media server
for the agent group.
5. If you want all agents associated with the media server for the agent group to belong to the agent
group, select the Automatically add all agents associated with this media server to this agent
group check box.
6. Click Save.