Using the Admin Console to Create a New Agent

  • Article

This procedure will create a new agent in the system. In order for this procedure to work, the system administrator must create a new user in active directory, for the user to be accessible in the database. For more information about creating a user in Active Directory, see Creating a New User in Active Directory.

Note

CCF 2009 limits the number of agents to 200. To create more than 200 agents, you must edit the Admin Console configuration file. For more information, see Modifying the Admin Console Configuration File.

To add an Agent, use the following steps:

  1. In the Admin Console, expand the root node <machineName> in the left-hand tree pane.

  2. Click the Agent node.

  3. Right-click in the blank area of the List view pane and click New -> Agent.

  4. The Add New Agent Wizard window will be displayed as shown below.

  5. On the Welcome screen, click Next.

  7. Dd632454.63fa445b-1d12-4b30-bf91-86678f5d1aab(en-us,TechNet.10).png

Dd632454.6f0ec7e7-38ab-46c5-bc0b-dd82609e315c(en-us,TechNet.10).png

  1. Click Check Names to display the users list matching the text entered in the Domain ID text box as shown below.

  2. Dd632454.ba34c615-602a-4092-9e1f-21997beab8d9(en-us,TechNet.10).png

  3. Domain ID Text Box

  5. Type the First Name, Domain ID and type (all the mandatory fields) and click Next to continue. The Type field can display the Agent or Administrator values. The non-mandatory information can be entered later in the Agent Property page.

  6. You might encounter an error, saying there is no match as shown below, even after entering the correct user information. This happens when the user information is does not exist in the Active Directory.

  7. Dd632454.a95cb7dd-afd5-4cdf-be9e-59d28e139633(en-us,TechNet.10).png

Note

The step as shown below will be visible only if AzMan is used to store the group mapping. If the CCF Database is used to store group mappings, clicking Next in the previous step will display the Add New Agent Wizard (Step 2 of 4) screen as shown below where the administrator can assign available workflows to agents. Step 2 shown below is skipped because the agent to group mapping is held in the Active Directory store.

Dd632454.10eb194d-4f2e-4caa-98d8-2c6f42a8c87a(en-us,TechNet.10).png

Add New Agent Wizard Screen 2

Note

In some cases the list box showing the available groups can be empty. In that case, click Next to proceed to the next window. In those cases, follow the steps to add the agent in question to a group, as in the section Adding an Existing Agent to a Group.

  1. To assign available workflows to agents, select one or more groups in the Available list box and click the > assignment button. Selected groups will be added to the Selected list box.

  2. Note

    Clicking on the >> button will move all groups from one column to the other no matter how many are selected.

  3. Click Next to add more information.

  4. The Add New Agent Wizard (Step 3 of 5) screen will be displayed as shown. The administrator can assign available workflows to agents.

  5. Dd632454.2a240f00-0a12-4a76-81c9-07595f02751f(en-us,TechNet.10).png

  6. Wizard Screen 3

  7. Select one or more workflows in the Available list box and click the > assignment button. The selected workflows will be added to the Selected list box.

  8. Click Next to add more Information.

Dd632454.e4969d40-9eb8-43dd-8b9c-7edacaa8ab90(en-us,TechNet.10).png

New Agent Wizard Screen 4

  1. Select one or more skills in the Available list box and click the > assignment button.

  2. Selected skills will be added to the Selected list box. Click Next to add more information.

  3. The Add New Agent Wizard (Step 5 of 5) screen as shown below will be displayed. The administrator can select the channel for the new agent through which that agent can communicate.

  4. Dd632454.fa13aaca-d7e6-4efd-9bbc-dc2a2a313c2a(en-us,TechNet.10).png

  5. New Agent Wizard Screen 5

  6. Select one or more channels from the Available list box and click the > assignment button. The selected Channels will be added to the Selected list box.

  7. Click Finish to create a new agent.