Environment and Tools

The topics in this section are for use as a learning exercise and are not meant for use in real deployments.

To complete these exercises, you need the following:

• A user who is configured as an agent in Unified CCE or Unified CCX (with an agent ID, password, and extension). Make the agent a member of a team and of a queue. (A queue is a skill group.)
• Three phones that are configured in Cisco Unified Communications Manager: one for the agent, one for the caller, and one to use for conferencing and transfer APIs. These can be Cisco IP "hard phones" or Cisco IP Communicator softphones.
• Tools: Postman and Pidgin for Windows or Adium for Mac OS X.