1. Unified Contact Center Management Portal (Unified CCMP) 8
Unified Contact Center Management Portal (Unified CCMP) 8.5(1) Default Skill Group Allocation

2. Introduction to Default Skill Group Allocation
Default Skill Groups is a feature that was added to Unified Contact Center Enterprise (Unified CCE) 8.0(1). Support for assignment of Default Skill Groups has been added to Unified Contact Center Management Portal (Unified CCMP) 8.5(1).

3. Module Introduction
The Unified Contact Center Management Portal (Unified CCMP) 8.5(1) makes provisioning simple and puts it in the hands of users rather than technical engineers.
This module describes the enhancements added to release 8.5(1) for support of the Agent Default Skill Group feature and how the system may be used to configure Default Skill Groups for individual Agents.

4. Module Objectives After completing this module you will be able to:
Configure a Unified CCE Agent to be a member of a Default Skill Group

5. Agenda
The agenda for this module is to introduce the new and enhanced features for this release:
Why Default Skill Groups?
How to configure a Default Skill Group in Unified CCMP
Rules for setting Default Skill Groups

6. Why Default Skill Groups?
When Default Skill Groups are not assigned then all non-script routed calls are pegged to the Peripheral Default Skill Group, for example PG1.default.voice.
This creates challenges for hosted customers that wish to utilize multiple customers over a single PG.
Default Skill Groups allow segregated reporting for non-script routed calls.
Those utilizing shared PG’s will benefit by being able to provide separate reporting statistics on a per customer basis.

7. How to configure a Default Skill Group
Default Skill Groups are assigned using the Skill Group UI in the System Manager tool of Unified CCMP
Default Skill Groups are assigned on either the creation of the Skill Group, or by editing an existing Skill Group

8. How to Configure a Default Skill Group
When located on the new/edit Skill Group UI select the Default option to set the selected Skill Group to be that Agents default
Default is only available for Skill Groups on the Voice Media Routing Domain
Default is only available for Skill Groups and Agents on Call Manager/Soft ACD or IPCC System Peripheral Types
Nomination of Default for Agents that already have a default will result in a confirmation prompt

9. Rules for setting Default Skill Groups
Default Skills are only set when using the following rules:
The Media Routing Domain of the Skill Group must be the Voice Media Routing Domain.
The Peripheral of the Skill Group / Agent must be of type:
Call Manager / Soft ACD
IPCC System
If these rules are not met, then the selection of Default Skill Group will not be available.