Stupid IPCC Express

This application is so convoluted and confusing, but it is a necessary evil. This will likely be the first of many posts on how to do basic things. Of course with IPCC Express, nothing will be intuitive.

Today's lesson will be: How to make a normal agent user into a supervisor user. All instructions apply to version 4.0(5) but may be useful in other versions. The agent logs into the "Cisco Agent Desktop" using their callmanager userid and password. Not pin, password. Agents use this application to do their daily work. If they become a supervisor, they may want to feel important and log into the "Cisco Supervisor Desktop" to do supervisory things. First, you must log into the CRA/IPCC express admin page "http://yourservername/appadmin". The username is usually CRAAdmin (may be case sensitive). If you don't know your password, good luck. Ask someone who does. Maybe I'll cover password recovery in another post. Once you log in, navigate to tools->user management. Find your user/agent on the right pane, and move them to the left. Check the box that reads "supervisor" and update. Now the user is a supervisor. They need that all important "Cisco Supervisor Desktop" software now. This can be found by navigating within the CRA/IPCC Express admin page to Tools->Plug-ins and then "Cisco IPCC Express Desktop Product Suite". Download and install the "Cisco IPCC Express Supervisor Desktop" software. Once this is done, you'll want to launch the software and log in. Here is the gotcha: you log in as the same username as you would as the agent, but the password is NOT the same. The password to log in as a supervisor defaults to the same as your login id. In other words, if your agent/username is 1234, then to log in to the "Cisco Supervisor Desktop" software your password will also be 1234. Once you log in, you can change this password.

There you have it! Please post any questions or comments.