advertisement
Cisco Unified CCX Administration
Guide, Release 7.0(1)
Cisco Unified Contact Center Express and Cisco Unified IP IVR
July 2008
Americas Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA http://www.cisco.com
800 553-NETS (6387)
Text Part Number:
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT
NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT
ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR
THEIR APPLICATION OF ANY PRODUCTS.
THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION
PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO
LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.
The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California.
NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE
PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR
IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND
NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE.
IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL
DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR
INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH
DAMAGES.
CCDE, CCENT, Cisco Eos, Cisco StadiumVision, the Cisco logo, DCE, and Welcome to the Human Network are trademarks; Changing the Way We
Work, Live, Play, and Learn is a service mark; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE,
CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems
Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Event
Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iPhone, iQ Expertise, the iQ logo, iQ Net
Readiness Scorecard, iQuick Study, IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MGX, Networkers, Networking
Academy, Network Registrar, PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The
Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.
All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0803R)
Cisco Unified CCX Administration Guide, Release 7.0(1)
Copyright © 2008 Cisco Systems, Inc. All rights reserved.
C O N T E N T S
Preface
iii
1
-
iv
1
-
iv
1
-
viii
Obtaining Documentation and Submitting a Service Request
1
-
ix
Cisco Unified Contact Center Express: Overview
Introducing Cisco Unified Contact Center Express
1
-
1
About the Cisco Unified CCX Components
1
-
2
The Cisco Unified CCX Product Family
1
-
4
1
-
4
Cisco Unified Contact Center Express
1
-
5
About Cisco Unified CCX Cluster Architecture
1
-
6
About the Cisco Unified CCX Active Server
1
-
7
About the Cisco Unified CCX Engine
1
-
9
1
-
10
Provisioning the Telephony and Media Subsystems
1
-
11
Provisioning the Cisco Unified CCX Subsystems
1
-
12
Provision the Unified CCX Subsystem
1
-
12
Provision the Additional Cisco Unified CCX Subsystems
1
-
13
1
-
14
1
-
14
Cisco Unified CCX Administration Guide, Release 7.0(1) i
Contents
Configuring Cisco Unified CCX Applications
1
-
16
1
-
16
Managing Scripts, Prompts, Grammars, and Documents
1
-
17
Configuring Cisco Unified CCX Historical Reporting
1
-
17
Running and Managing Cisco Unified CCX
1
-
18
1
-
18
Introducing the Cisco Unified CCX Administration Web Interface
2
-
1
Accessing the Cisco Unified CCX Administration Web Interface
2
-
2
The Cisco Unified CCX Administration Menu Bar and Menus
2
-
3
Cisco Unified CCX Configuration Web Pages
2
-
4
Displaying Details for Advanced Configuration
2
-
5
2
-
6
Using Other Hyperlinks and Buttons
2
-
6
2
-
7
Cisco Unified Contact Center Express: Configuration
The Cisco Unified CCX Provisioning Checklist
3
-
1
3
-
2
Unified CCX Provisioning Checklist
3
-
4
Provisioning Unified CM for Unified CCX
4
-
1
Configuring Unified CM Information
4
-
2
Modifying Cluster Information from Cisco Unified CCX
4
-
3
Displaying Unified CM Cluster Nodes in Unified CCX
4
-
4
4
-
5
Modifying Unified CM Telephony Information
4
-
8
Cisco Unified CCX Administration Guide, Release 7.0(1) ii
Contents
Modifying RmCm Provider Information
4
-
10
4
-
12
Configuring Unified CM for Unified CCX
4
-
14
Invoking Unified CM Administration
4
-
14
Defining Unified CM Users as Agents
4
-
15
Guidelines for Configuring Agent Phones
4
-
16
Assigning Unified CM Users as Cisco TelePresence Virtual Agents
4
-
17
Assigning Unified CM Users as Unified CCX Agents
4
-
19
Provisioning Cisco Unified CCX for Unified CME
5
-
1
Introducing Unified CME for Cisco Unified CCX
5
-
2
5
-
2
5
-
3
Interoperability between Cisco Unified CCX and Unified CME
5
-
4
5
-
5
Modifying Unified CME Information from Cisco Unified CCX
5
-
5
Configuring the AXL User in Cisco Unified CCX
5
-
6
Provisioning the Unified CME Telephony Subsystem
5
-
6
Validating Unified CME and Cisco Unified CCX Data
5
-
8
Configuring a Unified CME Telephony Provider
5
-
9
Modifying the Unified CME Telephony Call Control Group
5
-
10
Modifying a Unified CME Telephony Trigger
5
-
10
5
-
15
Assigning Capability Views to Unified CME Users
5
-
15
Creating New Unified CME Users
5
-
16
5
-
18
Identifying Agent Directory Numbers
5
-
18
Cisco Unified CCX Administration Guide, Release 7.0(1) iii
Contents
Provisioning Telephony and Media
6
-
1
About Cisco Unified CCX Telephony and Media
6
-
2
6
-
3
Provisioning Channels to Handle Calls
6
-
3
Telephony and Media Resources Provisioning Checklist
6
-
5
Provisioning the Unified CM Telephony Subsystem
6
-
5
Resynchronizing the Unified CM Telephony Data
6
-
6
Resynchronizing the Cisco JTAPI Client
6
-
7
Configuring a Unified CM Telephony Provider
6
-
8
Adding a New Unified CM Telephony Call Control Group
6
-
10
Adding a Unified CM Telephony Trigger
6
-
15
Additional Unified CM Telephony Information
6
-
22
Provisioning Unified CM Telephony Triggers for Unified CCX Queuing
6
-
22
Resynchronizing Unified CM Telephony Information
6
-
22
Unified CM Telephony Provider Migration
6
-
24
Provisioning the Cisco Media Subsystem
6
-
24
Adding a CMT Dialog Control Group
6
-
25
Provisioning ASR and TTS in Cisco Unified CCX
6
-
27
6
-
27
Provisioning the MRCP ASR Subsystem
6
-
28
Provisioning MRCP ASR Providers
6
-
29
6
-
30
Provisioning MRCP ASR Dialog Groups
6
-
32
Provisioning the MRCP TTS Subsystem
6
-
35
Provisioning MRCP TTS Providers
6
-
36
6
-
38
Provisioning MRCP TTS Default Genders
6
-
39 iv
Cisco Unified CCX Administration Guide, Release 7.0(1)
Provisioning Unified CCX
7
-
1
7
-
2
Provisioning the RmCm Provider
7
-
2
Associating Agent Extensions with the RmCm Provider
7
-
3
7
-
4
7
-
4
Modifying an Existing Resource Group Name
7
-
5
7
-
6
7
-
7
7
-
7
Modifying an Existing Skill Name
7
-
8
7
-
9
7
-
10
Implications of Deleting Agents in Unified CM
7
-
11
Assigning Resource Groups and Skills to One Agent
7
-
12
Assigning Resource Groups and Skills to Multiple Agents
7
-
15
7
-
17
Configuring Contact Service Queues
7
-
18
7
-
19
7
-
26
7
-
27
Resource Pool Selection Criteria: Skills and Groups
7
-
28
Resource Skill Selection Criteria Within a CSQ
7
-
29
Configuring and Using Remote Monitoring
7
-
31
Creating a Remote Monitoring Supervisor
7
-
32
Assigning Resources and CSQs to a Supervisor
7
-
33
Configuring Agent-Based Routing
7
-
35
7
-
36
7
-
36
Contents
Cisco Unified CCX Administration Guide, Release 7.0(1) v
Contents
7
-
37
7
-
38
7
-
40
7
-
41
Unified Gateway Auto-Configuration Details
7
-
42
Provisioning Additional Subsystems
8
-
1
8
-
2
Provisioning the Unified ICME Subsystem
8
-
3
Configuring General Unified ICME Information
8
-
4
Configuring Unified ICME VRU Scripts
8
-
7
Provisioning the HTTP Subsystem
8
-
9
8
-
10
8
-
12
Provisioning the Database Subsystem
8
-
13
8
-
14
8
-
17
8
-
18
Provisioning the eMail Subsystem
8
-
20
Configuring Cisco Applications
9
-
1
About Cisco Unified CCX Applications
9
-
2
Configuring Cisco Script Applications
9
-
3
Configuring the Busy Application
9
-
7
Configuring the Ring-No-Answer Application
9
-
8
Configuring the Unified ICME Post-Routing Application
9
-
10
Configuring the Unified ICME Translation-Routing Application
9
-
14
Configuring the Remote Monitoring Application
9
-
16
9
-
18
Cisco Unified CCX Administration Guide, Release 7.0(1) vi
Contents
Adding a Unified CM/Unified CME Telephony Trigger
9
-
19
Adding Unified CM/Unified CME Telephony Triggers from an Application
9
-
20
Adding Unified CM/Unified CME Telephony Triggers from Cisco Unified
9
-
21
9
-
21
Adding HTTP Triggers from an Application Web Page
9
-
22
Adding HTTP Triggers from the HTTP Subsystem
9
-
24
9
-
25
9
-
26
Viewing or Downloading a Script File
9
-
29
9
-
30
9
-
31
9
-
31
9
-
33
9
-
34
9
-
35
Managing Prompts, Grammars, Documents, and Custom Files
10
-
1
10
-
2
10
-
4
10
-
6
10
-
8
10
-
8
10
-
9
10
-
9
Upload Zip files to a Language Folder
10
-
10
Unzipping a Document File After Uploading
10
-
11
Recording and Uploading Prompt Files
10
-
12
10
-
13
Cisco Unified CCX Administration Guide, Release 7.0(1) vii
Contents
10
-
15
10
-
16
Specify Custom Classpath Entries
10
-
17
Specify the Custom Steps Startup Order
10
-
18
Specify the Custom Subsystems Start Up Order
10
-
19
10
-
20
10
-
24
10
-
24
10
-
25
The Prompts, Grammars, Documents, and Scripts Directories
10
-
25
10
-
25
10
-
26
10
-
26
10
-
26
10
-
26
10
-
28
10
-
29
10
-
32
The META-INF Directory Attributes
10
-
33
Managing the Cisco Unified CCX System
11
-
1
11
-
2
About Control Center Management
11
-
4
High Availability and Automatic Failover
11
-
7
11
-
8
11
-
9
11
-
12
11
-
14
11
-
15
Cisco Unified CCX Administration Guide, Release 7.0(1) viii
Contents
Starting, Stopping, and Restarting Cisco Unified CCX Services
11
-
16
11
-
17
11
-
18
11
-
19
Managing the Cisco Unified CCX Engine
11
-
20
11
-
21
Controlling the Auto Refresh Interval
11
-
22
Managing Cisco Unified CCX CDS Information
11
-
23
11
-
23
Exiting Cisco Unified CCX Administration
11
-
29
11
-
29
Cisco Unified CCX Log Collection Tool
11
-
30
11
-
30
Cisco Unified CCX Admin Utility
11
-
31
Guidelines and Requirements for the Cisco Unified CCX Admin
11
-
32
Logging on to the Cisco Unified CCX Admin Utility
11
-
33
Changing the Cisco Unified CCX Administrator Password
11
-
34
Changing the Cisco Unified CCX Administrator Password for
11
-
35
Synchronizing the Cisco Unified CCXAdministrator Password for
11
-
36
Synchronizing the Cisco Historical Reports User Password
11
-
36
Refreshing Account Sync Status
11
-
37
11
-
38
Timeout Seconds Entry in Registry
11
-
38
11
-
38
Cisco Unified CCX Serviceability Utility
11
-
39
Launching the Cisco Unified CCX Serviceability Utility
11
-
39
Updating Property File information
11
-
40
Cisco Unified CCX Administration Guide, Release 7.0(1) ix
Contents
Updating Cisco Unified CCX IP Address Information
11
-
40
Updating Unified CM Information
11
-
41
Examples: Updating Cisco Unified CCX IP Address Information
11
-
42
Using the Cisco Unified CCX Log Collection Tool
11
-
46
Managing the Cisco Unified CCX Datastores
12
-
1
About the Cisco Unified CCX Datastore
12
-
2
12
-
3
12
-
4
12
-
4
The Cisco Unified CCX Datastore Control Center
12
-
4
12
-
6
12
-
8
Changing Publisher to Subscriber
12
-
9
12
-
10
Updating Trace File Information
12
-
11
Activating/Deactivating Logging
12
-
12
Trace Settings and Unified CM Telephony Performance
12
-
13
Agent, Historical, or Repository Trace Configuration
12
-
13
12
-
14
Starting, Stopping, and Restarting Datastores
12
-
16
Managing Cisco Unified CCX Historical Reporting
13
-
1
About the Cisco Unified CCX Historical Datastore
13
-
2
Historical Reporting Configuration
13
-
2
Configuring Database Server Limits
13
-
3
Specifying Users for Historical Reporting
13
-
4
13
-
4
13
-
5
Cisco Unified CCX Administration Guide, Release 7.0(1) x
Setting the Daily Purge Schedule
13
-
6
Configuring Purge Schedule Configuration Parameters
13
-
7
13
-
9
Verifying the Migration Status
13
-
10
Database Details for Multichannel Reports
13
-
11
Multichannel License Requirements
13
-
12
Configuring the Database Access Details
13
-
12
Truncating db_cra Database Transaction Log Files
13
-
13
Importing Historical Data from Data Files
13
-
15
Contents
Configuring Cisco Unified CCX Outbound Preview Dialer
14
-
1
About the Outbound Feature for Unified CCX
14
-
2
14
-
2
14
-
3
14
-
5
14
-
6
How Is a Contact’s Local Time Determined?
14
-
7
The Outbound Configuration Checklist
14
-
8
Verifying the RmCm and Outbound Subsystems
14
-
9
Configuring General Outbound Properties
14
-
10
14
-
13
14
-
17
How the Outbound Option Works with Area Codes
14
-
19
Handling Configuration Updates
14
-
19
Allocating CSQ Agent Pool Percentages
14
-
21
14
-
21
Importing Contacts for a Campaign
14
-
24
14
-
26
14
-
27
Cisco Unified CCX Administration Guide, Release 7.0(1) xi
Contents
Setting-up Communications with the Agent’s Desktop
14
-
29
14
-
30
14
-
31
Previewing Customer Information
14
-
32
14
-
34
14
-
36
Resetting Contact States at Midnight
14
-
36
14
-
38
Reclassification Status Behavior
14
-
39
14
-
41
14
-
42
14
-
43
Handling Failover and System Restarts
14
-
43
Removing Contacts from the Do Not Call List
14
-
44
Backing-up and Restoring Data
15
-
1
About the Backup and Restore Application
15
-
2
15
-
2
15
-
3
Specifying the Backup Storage Location
15
-
4
Configuring the Backup Scheduler
15
-
5
15
-
6
Restoring the Default Schedule
15
-
7
15
-
8
15
-
9
15
-
10
Understanding How the Restore Process Works
15
-
10
Performing a Restore Operation
15
-
11
Tasks to Perform after a Restore
15
-
14
Cisco Unified CCX Administration Guide, Release 7.0(1) xii
Contents
Reporting on Real-Time Cisco Unified CCX Data
16
-
1
Available Cisco Unified CCX Real-time Reports
16
-
2
16
-
3
16
-
4
16
-
5
16
-
6
16
-
6
16
-
7
16
-
7
16
-
8
The Application Reporting User Interface
16
-
8
16
-
9
Contacts Summary Real-Time Report
16
-
10
Application Tasks Summary Real-Time Report
16
-
11
16
-
13
16
-
14
16
-
14
16
-
19
16
-
19
16
-
20
Overall Cisco Unified Contact Center Express Stats
16
-
21
CSQ Cisco Unified Contact Center Express Stats
16
-
25
Outbound Campaign Cisco Unified Contact Center Express Stats
16
-
26
Resource Cisco Unified Contact Center Express Stats
16
-
28
Failover Behavior for Unified CCX Stats
16
-
30
16
-
31
The Reset All Statistics Menu Option
16
-
31
The Open Printable Report Menu Option
16
-
31
The Refresh Connections Menu Option
16
-
32
Cisco Unified CCX Administration Guide, Release 7.0(1) xiii
Contents
16
-
32
16
-
33
16
-
35
16
-
35
16
-
35
16
-
36
16
-
36
16
-
37
Using the Unified CCX Supervisor and Unified CCX User Options
Plug-Ins
17
-
1
17
-
2
About Cisco Unified CCX User Capabilities
17
-
2
17
-
3
17
-
3
Historical Report User Privileges
17
-
4
17
-
5
Using the Cisco Unified CCX Supervisor Web Interface
17
-
6
Accessing the Cisco Unified CCX Supervisor Web Page
17
-
6
17
-
7
17
-
8
Viewing CSQ IDs for Remote Monitoring
17
-
8
Installing Client-Side Historical Reporting
17
-
9
Using the Cisco Unified CCX User Options Web Interface
17
-
9
Accessing the Cisco Unified CCX User Options Web page
17
-
10
17
-
10
Adding Alternative Pronunciations
17
-
11
Accessing the Unified CM User Options page
17
-
12
Cisco Unified Contact Center Express: Reference
Cisco Unified CCX Administration Guide, Release 7.0(1) xiv
The System Menu
18
-
1
The Unified CM Configuration Menu Option
18
-
3
The Unified CME Configuration Menu Option
18
-
4
The Control Center Menu Option
18
-
4
18
-
5
Control Center/Servers/Server Traces
18
-
5
18
-
5
Control Center/Features/Component Activation
18
-
6
The Datastore Control Center Menu Option
18
-
6
The System Parameters Menu Option
18
-
7
The Custom File Configuration Menu Option
18
-
8
18
-
8
The Alarm Configuration Menu Option
18
-
9
18
-
9
18
-
10
18
-
10
Agent/Historical/Repository Trace Configuration
18
-
11
The License Information Menu Option
18
-
11
18
-
12
18
-
12
The Language Information Menu Option
18
-
12
18
-
13
The Applications Menu
19
-
1
The Application Management Menu Option
19
-
2
19
-
3
19
-
4
19
-
5
Cisco Unified CCX Administration Guide, Release 7.0(1)
Contents xv
Contents
19
-
7
19
-
8
The Subsystems Menu
20
-
1
The Unified CM Telephony Menu Option
20
-
2
Unified CM Telephony Provider Configuration
20
-
3
Unified CM Telephony Call Control Group Configuration
20
-
3
Unified CM Telephony Triggers Configuration
20
-
4
Unified CM Telephony > Data Resync
20
-
5
Unified CM Telephony > Cisco JTAPI Resync
20
-
5
The Unified CME Telephony Menu Option
20
-
5
Unified CME Telephony Provider Configuration
20
-
6
Unified CME Telephony Call Control Group Configuration
20
-
6
Unified CME Telephony Triggers Configuration
20
-
7
Validate Unified CME in Cisco Unified CCX Data
20
-
7
20
-
8
20
-
9
20
-
9
20
-
9
20
-
9
20
-
10
20
-
10
20
-
11
Modifying Existing Resource Groups
20
-
11
Contact Service Queues Configuration
20
-
11
20
-
12
20
-
12
20
-
13
20
-
13
20
-
13
Cisco Unified CCX Administration Guide, Release 7.0(1) xvi
Contents
20
-
14
Assigning Resources and CSQs to a Remote Supervisor
20
-
14
Agent Based Routing Settings Configuration
20
-
14
20
-
15
20
-
15
20
-
15
20
-
16
20
-
17
20
-
17
20
-
17
20
-
18
20
-
18
20
-
19
20
-
19
20
-
20
20
-
20
20
-
21
20
-
21
20
-
22
20
-
22
Adding a New Database Parameter
20
-
23
20
-
23
20
-
23
20
-
24
20
-
24
20
-
25
20
-
25
20
-
26
20
-
26
Cisco Unified CCX Administration Guide, Release 7.0(1) xvii
Contents
20
-
27
20
-
28
20
-
28
20
-
29
20
-
29
The Wizards Menu
21
-
1
21
-
2
21
-
3
The Tools Menu
22
-
1
22
-
2
22
-
2
The Real-Time Reporting Menu Option
22
-
3
The Real-time Snapshot Config Menu Option
22
-
4
The Historical Reporting Menu Option
22
-
7
Database Server Configuration Hyperlink
22
-
8
The Purge Schedule Configuration Hyperlink
22
-
8
22
-
9
The Purge Schedule Configuration Hyperlink
22
-
9
22
-
9
The Migration Status Hyperlink
22
-
10
The Unified WIM /Unified EIM Database Hyperlink
22
-
10
The User Management Menu Option
22
-
10
22
-
11
The Name Grammar Generation Configuration
22
-
12
The Spoken Name Upload Menu Option
22
-
13
The Capability View Menu Option
22
-
14
The Administrator Capability View
22
-
14
Cisco Unified CCX Administration Guide, Release 7.0(1) xviii
The Supervisor Capability View
22
-
14
22
-
15
22
-
15
The Troubleshooting Tips Menu Option
22
-
16
The Backup and Restore Menu Option
22
-
17
22
-
17
22
-
18
22
-
18
22
-
18
22
-
19
The Help Menu
23
-
1
23
-
2
23
-
3
The Cisco Unified CCX Documentation Link Option
23
-
3
23
-
3
Cisco Unified CCX Licensing Packages
A
-
1
Application Availability by License Package
A
-
2
Trigger Availability by License Package
A
-
2
Subsystem Availability by License Package
A
-
2
Historical Report Availability by License Package
A
-
4
Cisco Unified CCX Services Availability by License Package
A
-
4
Cisco Unified CCX Component Availability by License Package
A
-
6
Support Scalability for Unified CME
A
-
6
Contents
Cisco Unified CCX Administration Guide, Release 7.0(1) xix
Contents xx
Cisco Unified CCX Administration Guide, Release 7.0(1)
Preface
The Cisco Unified Contact Center Express
1
Administration Guide provides instructions for using the Cisco Unified Contact Center Express (Cisco Unified
CCX) Administration web interface to provision the subsystems of the
Cisco Unified CCX package and to configure Cisco Unified CCX applications.
This guide shows you how to implement three systems that integrate with the
Cisco Unified CCX Platform:
•
Cisco Unified Contact Center Express (Unified CCX)
•
Cisco Unified Interactive Voice Response (Unified IP IVR)
This guide also includes a reference section that describes all the menus and menu options of the Cisco Unified CCX Administration web interface.
This guide will help you to:
•
Perform initial configuration tasks.
•
•
Administer applications, the Cisco Unified CCX Engine, and other components of the Cisco Unified Communication family of products.
Familiarize yourself with the menus and menu options of the Cisco Unified
CCX Administration web interface.
1.Cisco Customer Response Solutions (Cisco CRS) will be known as Cisco
Unified Contact Center Express (Cisco Unified CCX), effective Cisco Unified
CCX 7.0.1 and later. This name is applicable to all Cisco CRS products, platforms, engines, and solutions. For example, Cisco CRS Administrator will be known as Cisco Unified CCX Administrator.
Cisco Unified CCX Administration Guide, Release 7.0(1) iii
Preface
Audience
Audience
The Cisco Unified Contact Center Express Administration Guide is written for business analysts and application designers who have the domain-specific knowledge required to create multimedia and telephony customer response applications. Experience or training with Java is not required but is useful for making best use of the capabilities of the Cisco Unified Communications family of products.
Organization
This guide is divided into three parts.
•
Part 1, “Cisco Unified Contact Center Express: Overview”, provides an overview of the Cisco Unified Contact Center Express (Cisco Unified CCX) components and Cisco Unified CCX Administration web interface.
•
•
Part 2, “Cisco Unified Contact Center Express: Configuration,” describes the tasks necessary for configuring Cisco Unified CCX.
Part 3, “Cisco Unified Contact Center Express: Reference,” describes the menu options of the and the available real-time reports.
Part 1 contains the following chapters:
Chapter Number and Title Description
Describes key features of the Cisco Unified CCX system. Provides an overview of the configuration tasks necessary to configure and administer Cisco
Unified CCX.
Chapter 2, “Introducing the Cisco Unified CCX
Provides an overview of the Cisco Unified
CCX Administration web interface.
iv
Cisco Unified CCX Administration Guide, Release 7.0(1)
Preface
Organization
Part 2 contains the following chapters:
Chapter Number and Title Description
Introduces the Cisco Unified Contact Center
Express (Unified CCX) subsystem and provides a configuration checklist for the available products.
Explains how to modify the Cisco Unified
Communications Manager (Unified CM) information from Cisco Unified CCX.
Explains how to modify the Cisco Unified
Communications Manager Express (Unified CME) information from Cisco Unified CCX
Introduces the Cisco Unified CCX telephony and media subsystems and describes how to provision the Unified CM telephony, CMT (Cisco Media
Termination), MRCP ASR (Automated Speech
Recognition), and MRCP TTS (Text-To-Speech) subsystems.
Describes how to provision Unified CM and the
Unified CCX subsystem.
Describes how to provision the Cisco Unified
Intelligent Contact Management Enterprise
(Unified ICME), HTTP, Database, and eMail subsystems.
Describes how to configure Cisco Busy applications, Cisco Ring-No-Answer applications,
Unified ICME post-routing applications, and
Unified ICME translation-routing applications and how to manage script files.
Describes how to manage prompt, grammar, and document files.
Chapter 11, “Managing the Cisco Unified CCX
Describes how to configure, control, and monitor
Cisco Unified CCX component activities and information in a Cisco Unified CCX Cluster.
Cisco Unified CCX Administration Guide, Release 7.0(1) v
Organization
Preface
Chapter Number and Title Description
Chapter 12, “Managing the Cisco Unified CCX
Describes how to manage and monitor agent, historical, repository, and configuration data in a
Cisco Unified CCX Cluster.
Chapter 15, “Backing-up and Restoring Data”
Describes how to configure the database server, schedule data synchronization, configure historical report users, and set up automatic and manual purging of the Cisco Unified CCX historical reports databases.
Describes how to configure the Cisco Unified
Outbound Dialer (Unified OUTD) feature for automated outbound activities for the Unified CM deployment of Unified CCX.
Provides details on the backup and restore application for Cisco Unified CCX which is embedded in the Cisco Unified CCX Administrator.
Describes how to run real-time reports on Cisco
Unified CCX data. Provides directions for launching sub-reports, printing reports, refreshing reports, and setting report options.
Unified CCX Supervisor and Unified CCX User
Provides detailed information on the additional plug-in options provided by the Cisco Unified CCX platform
Part 3 contains the following chapters:
Chapter Number and Title Description
Describes the options under the System menu of the
Cisco Unified CCX Administration menu bar.
Describes the options under the Applications menu of the Cisco Unified CCX Administration menu bar.
vi
Cisco Unified CCX Administration Guide, Release 7.0(1)
Preface
Organization
Chapter Number and Title Description
Describes the options under the Subsystems menu of the Cisco Unified CCX Administration menu bar.
Describes the options under the Wizards menu of the Cisco Unified CCX Administration menu bar.
Describes the options under the Tools menu of the
Cisco Unified CCX Administration menu bar.
Describes the options under the Help menu of the
Cisco Unified CCX Administration menu bar.
Describes the features that are available with each
Cisco Unified CCX license package.
Cisco Unified CCX Administration Guide, Release 7.0(1) vii
Preface
Conventions
Conventions
This manual uses the following conventions:
Convention
boldface font
Description
Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:
•
•
Choose Edit > Find.
Click Finish.
Italic font is used to indicate the following: italic font
•
•
•
•
To introduce a new term. Example: A skill group is a collection of agents who share similar skills.
For emphasis. Example:
Do not use the numerical naming convention.
A syntax value that the user must replace. Example:
IF (condition, true-value, false-value)
A book title. Example:
See the Cisco Unified CCX Installation Guide.
window font
Window font, such as Courier, is used for the following:
•
Text as it appears in code or that the window displays.
Example:
<html><title>Cisco Systems,Inc.
</title></html>
< > Angle brackets are used to indicate the following:
•
•
For arguments where the context does not allow italic, such as ASCII output.
A character string that the user enters but that does not appear on the window such as a password.
viii
Cisco Unified CCX Administration Guide, Release 7.0(1)
Preface
Obtaining Documentation and Submitting a Service Request
Related Documentation
Related Cisco Unified CCX documentation is available at this URL: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_s eries_home.html
Obtaining Documentation and Submitting a Service
Request
For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What’s New in Cisco Product
Documentation, which also lists all new and revised Cisco technical documentation, at: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Subscribe to the What’s New in Cisco Product Documentation as a Really Simple
Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports
RSS version 2.0.
Cisco Unified CCX Administration Guide, Release 7.0(1) ix
Obtaining Documentation and Submitting a Service Request
Preface x
Cisco Unified CCX Administration Guide, Release 7.0(1)
P
A R T
1
Cisco Unified Contact Center
Express: Overview
Text Part Number:
C H A P T E R
1
Introducing Cisco Unified Contact
Center Express
The Cisco Unified Contact Center Express (Cisco Unified CCX) platform provides a multimedia (voice, data, and web) IP enabled customer-care application environment that enhances the efficiency of contact centers by simplifying business integration, easing agent administration, increasing agent flexibility, and enhancing network hosting.
The following sections provide an overview of the configuration and management components of the Cisco Unified CCX product family:
•
About the Cisco Unified CCX Components, page 1-2
•
•
•
•
•
The Cisco Unified CCX Product Family, page 1-4
About Cisco Unified CCX Cluster Architecture, page 1-6
Setting Up Cisco Unified CCX, page 1-10
Running and Managing Cisco Unified CCX, page 1-18
Where To Go From Here?, page 1-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
1-1
Chapter 1 Introducing Cisco Unified Contact Center Express
About the Cisco Unified CCX Components
About the Cisco Unified CCX Components
A Cisco Unified CCX system contains the following components:
•
Unified Gateway—Connects the Cisco Unified Communications family of products to the Public Switched Telephone Network (PSTN) and to other private telephone systems such as PBX.
•
Unified CM Server—The Cisco Unified Communications Manager (Unified
CM) provides the features required to implement IP phones, manage gateways, provide failover and redundancy service for the telephony system, and direct Voice over IP (VoIP) traffic to the Cisco Unified CCX system.
Note
Cisco Unified Communications Manager was previously known as
Cisco Unified CallManager. This guide uses Cisco Unified
Communications Manager at the first occurrence and Unified CM for later occurrences.
•
Unified CME interoperability—The Cisco Unified Communications
Manager Express (Unified CME) provides interoperability between Unified
CCX and Unified CME, call routing using SIP-based route point, keep alive session management, Support of Cisco Agent Desktop for use with Unified
CME, and the ability to store the users locally in the Cisco Unified CCX database.
Note
Cisco Unified Communications Manager Express was previously known as Cisco Unified CallManager Express. This guide uses Cisco
Unified Communications Manager Express at the first occurrence and
Unified CME for later occurrences.
•
•
Cisco Unified CCX Configuration Datastore (CDS)—Manages configuration, component, and application information within the Cisco
Unified CCX cluster and communicates with Unified CM (see
Cisco Unified CCX Datastore, page 12-2
).
Cisco Unified CCX Server—Contains the Cisco Unified CCX Engine that runs applications, including Cisco script applications, Unified CM user integration, Unified CME interoperability, Cisco Unified Intelligent Contact
Management Enterprise (Unified ICME) translation-routing and post-routing applications, Busy applications, Ring No Answer applications, and VXML
Cisco Unified CCX Administration Guide, Release 7.0(1)
1-2
Chapter 1 Introducing Cisco Unified Contact Center Express
About the Cisco Unified CCX Components
2.0 applications. You can position your Cisco Unified CCX application server anywhere on the IP network and administer your applications from a web browser on any computer on the IP network. Because Cisco Unified CCX uses an open architecture that supports industry standards, you can integrate your applications with a wide variety of technologies and products such as
Enterprise databases and Cisco Unified Contact Center (Unified CCX) Agent
Desktop.
Note
If you are using Microsoft Internet Explorer Version 7.0, verify that the popup blocker is disabled.
•
•
•
•
•
•
•
•
Cisco Unified CCX Editor—Allows application developers to use a simple graphical user interface (GUI) to create, modify, and debug Cisco Unified
CCX scripts for automating customer interactions. Each script consists of a series of steps, implemented as Java Beans.
Cisco Unified CCX Administration web interface—Provides access through a web browser for administrators to configure and manage Cisco Unified
CCX Datastores, Servers and Applications.
Cisco IP Agent and Supervisor Desktops —Desktop programs that allow
Unified CCX agents and supervisors to log into the system, change agent states, and monitor status.
Media Resource Control Protocol (MRCP) Automatic Speech Recognition
(ASR) server—(Optional.) Dedicated server that performs real-time speech recognition.
MRCP Text-to-Speech (TTS) server—(Optional.) Dedicated server that converts text into speech and plays it back to the caller.
Unified CCX Call Statistics, Recording, and Monitoring Server—Dedicated server that maintains Unified CCX call statistics. It additionally provides recording and call monitoring for the Unified CCX Enhanced package.
Unified CCX Call Monitoring Servers—Additional dedicated servers that provide for call monitoring.
Historical Reports Database Server—Dedicated server that stores
Cisco Unified CCX database for the following datastores: Configuration
Datastore (CDS), Historical Datastore (HDS), Repository Datastore (RDS), and Agent Datastore (ADS).
Cisco Unified CCX Administration Guide, Release 7.0(1)
1-3
The Cisco Unified CCX Product Family
Chapter 1 Introducing Cisco Unified Contact Center Express
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
•
Historical Reporting Client—The Unified CCX and Cisco Unified IP IVR
(Unified IP IVR) applications can generate a variety of historical reports that provide detailed CCDR records, application performance, and traffic analysis information.
The Cisco Unified CCX Product Family
The Cisco Unified CCX product family provides contact-processing functions for your Cisco Unified Communications solution.
The software package you choose determines which steps, components, and subsystems you receive. (Each Cisco Unified CCX product includes the Cisco
Unified CCX Engine and the Cisco Unified CCX Editor.)
The Cisco Cisco Unified CCX product family includes the following packages:
•
Cisco Unified IP IVR, page 1-4
•
Cisco Unified Contact Center Express, page 1-5
Cisco Unified IP IVR
Cisco Unified IP IVR (Unified IP IVR) is a multimedia (voice, data, web) IP enabled interactive voice response solution that offers an open and feature-rich foundation for the creation and delivery of Unified IP IVR applications via
Internet technology.
Unified IP IVR automates call handling by autonomously interacting with contacts. Using Unified IP IVR, you can create applications that answer calls, provide menu choices for callers, obtain caller data such as passwords or account identification, and transfer calls to caller-selected extensions. You can also create
Unified IP IVR applications that respond to HTTP requests, outbound calling, sending e-mail, and processing VXML 2.0 commands.
1-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 1 Introducing Cisco Unified Contact Center Express
The Cisco Unified CCX Product Family
The Unified IP IVR package provides the following features:
•
•
Open Database Connectivity (ODBC) support—Unified IP IVR applications can access Microsoft Structured Query Language (SQL) servers and Oracle,
Sybase, and IBM DB2 databases.
Real-time reporting client—Unified IP IVR applications can generate a variety of reports that provide detailed information about the real-time status of your system.
•
•
•
Historical reporting client—Unified IP IVR applications can generate a variety of historical reports that provide detailed information about the performance of your system.
ASR—Unified IP IVR applications can take advantage of ASR to provide callers with the option to use speech to navigate through menu options.
TTS—Unified IP IVR applications can use TTS to read back documents and pre-scripted prompts to callers.
Cisco Unified Contact Center Express
Cisco Unified Contact Center Express (Unified CCX) is an IP-based Automated
Call Distribution (ACD) system that queues and distributes incoming calls to
Unified CCX agents, who can be either groups of Unified CM users for Unified
CM integration or Cisco Unified CCX users for Unified CME integration.
You can use Unified CCX applications to route calls to specific agents. You can also integrate Unified CCX with Unified IP IVR to gather caller data and classify incoming calls.
Unified CCX includes a web-based real-time and historical reporting system that you can use to monitor system, Contact Service Queue (CSQ), and resource performance.
The Unified CCX system consists of the following major components:
•
Resource Manager—Application program that monitors Unified CCX agent phones and allows you to organize agents into resource groups or skills-based partitions according to the types of calls each group can handle.
•
CSQ—Application program that places incoming calls in a queue and distributes them to the appropriate set of agents as the agents become available.
Cisco Unified CCX Administration Guide, Release 7.0(1)
1-5
Chapter 1 Introducing Cisco Unified Contact Center Express
About Cisco Unified CCX Cluster Architecture
•
The following licensing options are available for the Unified CCX system:
•
Unified CCX Standard (designed for entry-level users)—Includes the steps necessary for creating basic Unified CCX applications.
•
Unified CCX Agent Desktop—Application program that Unified CCX agents run on their desktop computers to log in to the system, change Unified CCX state, and monitor status.
•
Unified CCX Enhanced (designed for enterprise-level users)—Includes all functions of Unified CCX Standard, plus steps that allow for assigning call priority.
Unified CCX Premium—Adds full Unified IP IVR support, except for
Unified ICME integration, including database integration, Voice eXtensible
Markup Language (VoiceXML), HTML web integration, custom Java extensions, and e-Notification services. The outbound feature is now bundled with the Premium package. You will receive one outbound seat free with each premium seat. The maximum number of outbound seats supported will be based on the hardware type.
Note
If you are using Unified CCX with the Cisco Unified Gateway solution, please see the Cisco Unified Gateway Deployment Guide. The instructions for configuring
Unified CCX with that solution differs from what is described in this guide. The
Unified Gateway provides for the integration of the Unified ICME system with
Unified CCX by way of Unified Gateway. The Unified Gateway is a Peripheral
Gateway (PG) which you configure on the Unified ICME software.
About Cisco Unified CCX Cluster Architecture
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
The Cisco Unified CCX cluster consists of one or more servers (nodes) that are running Cisco Unified CCX components in your Cisco Unified CCX deployment.
If you deploy Cisco Unified CCX components on a single server, the Cisco
Unified CCX cluster (often referred to as cluster in this manual) consists of that server. If you deploy Cisco Unified CCX on multiple servers, the cluster includes
Cisco Unified CCX Administration Guide, Release 7.0(1)
1-6
Chapter 1 Introducing Cisco Unified Contact Center Express
About Cisco Unified CCX Cluster Architecture
the Cisco Unified CCX server, expansion servers, and standby servers on which you installed Cisco Unified CCX. The Cisco Unified CCX cluster can support up to two Cisco Unified CCX Servers, one designated as the active Cisco Unified
CCX Server and the other designated as the standby Cisco Unified CCX Server for high availability purposes.
When you install or upgrade Cisco Unified CCX on a server, you designate the cluster to which the server will belong by designating the cluster profile for that cluster.
Cluster architecture accommodates high availability and failover since, in case of the failure of a component, a secondary server will take over the functionality lost by that failed component.
All Cisco Unified CCX servers within the cluster are configured identically and installed with the same features. One server is designated the active server.
About the Cisco Unified CCX Active Server
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
The Cisco Unified CCX active server makes global decisions for the cluster and keeps track of calls in the CSQs, agent states (if Unified CCX is installed) and generating historical detail records.
Note
Only one server in the cluster can be the active server at any given time.
If the active server fails, the Cisco Unified CCX platform provides automatic failover to the standby server. If the active server fails (for example, in the event a hardware failure occurs or the Cisco Unified CCX Engine process terminates), some calls being handled by the server are lost. The lost calls are restricted to those being handled by the system (those in the IVR stage or in queue). Calls answered by agents continue to remain live even though related data on the agent desktop is lost. When the standby server takes over as the new active server, call
processing continues (see High Availability and Automatic Failover, page 11-7 ).
Cisco Unified CCX Administration Guide, Release 7.0(1)
1-7
Chapter 1 Introducing Cisco Unified Contact Center Express
About Cisco Unified CCX Cluster Architecture
A Cisco Unified CCX cluster consists of the one or more servers (nodes) that run
Cisco Unified CCX components in your Cisco Unified CCX deployment (see
Control Center Terminology, page 11-2
).
Cluster management consists of two main elements:
•
Cluster Manager—Receives updates about cluster status and subsystem states.
•
Cluster View Daemon (CVD)—Java code that interacts with NodeManager and implements inter-node communication on behalf of the cluster. It detects availability of the other nodes, components and services, provides consistent cluster view and dynamically elects a master service. The following figure shows the components of the CVD interaction with nodes.
Figure 1-1 Cluster View Daemon
The CVD has two interfaces:
•
One that monitors inside the node, using:
–
Node Manager to monitor and control local processes.
•
–
Cluster Manager publisher/subscriber to communicate with local applications, such as Step Editor and Application Administration.
Another that monitors outside the node and communicates with other nodes in the cluster.
Note
For detailed information about Cisco Unified CCX clusters, see
“Managing the Cisco Unified CCX System.”
1-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 1 Introducing Cisco Unified Contact Center Express
About the Cisco Unified CCX Engine
About the Cisco Unified CCX Engine
The Cisco Unified CCX Engine (Cisco Unified CCX Engine) enables you to run multiple applications to handle Unified CM Telephony calls, Unified CME
Telephone calls, or HTTP requests.
While you can deploy the Cisco Unified CCX Engine and Unified CM on the same server, deploying them on separate servers allows you to handle greater call volume.
The Cisco Unified CCX Engine uses the Unified CM Telephony subsystem to request and receive services from the Computer Telephony Interface (CTI) manager that controls Unified CM clusters. The Cisco Unified CCX Engine is implemented as a Windows service that supports multiple applications.
The Cisco Unified CCX Engine uses the Unified CME Subsystem to interact with the Unified CME application that run on Integrated Service Routers (ISRs) using open standard Session Initiation Protocol (SIP).
You can use a web browser to administer the Cisco Unified CCX Engine and your
Cisco Unified CCX applications from any computer on the network. You can use the Cisco Unified CCX Administration web interface to start and stop the Cisco
Unified CCX Engine, configure system parameters, monitor Cisco Unified
CCX Engine activity, and view real-time and historical reports that include total system activity and application statistics.
Note
If you are using Microsoft Internet Explorer Version 7.0, verify that the popup blocker is disabled.
Depending on the Cisco Unified CCX products that you are using, the Cisco
Unified CCX server may employ as many as 14 subsystems for communicating with other services:
•
Applications—Manages the applications in the Cisco Unified CCX Engine and other features such as session management.
•
•
Cisco Media—Configures Cisco Media Termination (CMT) dialog control groups, which can be used to handle simple Dual Tone Multifrequency
(DTMF) based dialog interactions with customers.
Core Reporting—Provides information for Unified IP IVR real-time reports.
Cisco Unified CCX Administration Guide, Release 7.0(1)
1-9
Chapter 1 Introducing Cisco Unified Contact Center Express
Setting Up Cisco Unified CCX
•
•
•
•
•
•
•
•
•
•
•
•
Database—Handles the connections between the Cisco Unified CCX server and the enterprise database.
eMail—Adds components to the Cisco Unified CCX Engine that allows it to send e-mail messages.
Enterprise Server—Communicates data for screen pops to the Unified CCX
Agent Desktop.
HTTP—Adds components to the Cisco Unified CCX Engine that allow it to respond to HTTP requests.
Unified ICME—Manages the connection between the Cisco Unified CCX server and the Unified ICME software.
Unified CM Telephony—Manages the connection between Unified CM CTI
Manager and the Cisco Unified CCX Engine.
Unified CME Telephony—Manages the SIP connection between Unified
CME and the Cisco Unified CCX Engine.
MRCP ASR—Allows a script to respond to voice input in addition to DTMF using the MRCP protocol.
MRCP TTS—Composes voice prompts that are generated in real time from text, such as speaking the words in the text of an e-mail message using the
MRCP protocol.
Resource Manager-Contact Manager (RmCm)—Allows Unified CCX to monitor agent phones, control agent states, route and queue calls, and manage the historical reporting feature.
Voice Browser—Manages Voice Browser functionality.
Cisco Unified CCX Voice over Internet Protocol (VoIP)—Enables remote recording and monitoring.
Setting Up Cisco Unified CCX
After you install the Cisco Unified CCX system and perform the initial set-up, you can start provisioning and configuring the system:
•
Provisioning is the process of allocating resources and devising strategies for drawing on them to support the needs of your business.
•
Configuring is the process of making applications available to the Cisco
Unified CCX system.
Cisco Unified CCX Administration Guide, Release 7.0(1)
1-10
Chapter 1 Introducing Cisco Unified Contact Center Express
Setting Up Cisco Unified CCX
The sections that follow describe these tasks:
•
•
•
Provisioning the Telephony and Media Subsystems, page 1-11
Provisioning the Cisco Unified CCX Subsystems, page 1-12
Viewing License Information, page 1-14
•
Configuring Cisco Unified CCX Applications, page 1-16
Provisioning the Telephony and Media Subsystems
The Cisco Cisco Unified CCX telephony and media subsystems manage telephony and media resources and communicate with supporting telephony and media systems.
Depending on the Cisco Unified CCX applications you plan to use, you need to provision some or all of the following subsystems:
•
Unified CM Telephony. The Unified CM Telephony subsystem controls the
Unified CM telephony resources for the Cisco Unified CCX system.
Caution
Administration web pages for RmCm configuration, Real Time
Reporting, Cisco Agent/Supervisor Desktop, and Historical Reports.
•
•
•
•
Unified CME Telephony. The Unified CME Telephony subsystem controls the Unified CME telephony resources for the Cisco Unified CCX system.
Cisco Media. The Cisco Media subsystem controls the CMT media resources for the Cisco Unified CCX system.
MRCP ASR. The MRCP ASR subsystem controls the ASR media resources for the Cisco Unified CCX system.
MRCP TTS. The MRCP TTS subsystem controls the TTS media resources for the Cisco Unified CCX system.
Note
For detailed instructions on provisioning the Cisco Unified CCX telephony subsystems, see
Chapter 6, “Provisioning Telephony and Media.”
Cisco Unified CCX Administration Guide, Release 7.0(1)
1-11
Chapter 1 Introducing Cisco Unified Contact Center Express
Setting Up Cisco Unified CCX
Provisioning the Cisco Unified CCX Subsystems
You need to provision your Cisco Unified CCX subsystems to enable the Cisco
Unified CCX Engine to run multiple applications to handle Unified
Communications calls or HTTP requests.
Note
You need to configure a particular subsystem only if you are using Cisco Unified
CCX applications that require it and which are installed and activated using the appropriate license.
To continue the Cisco Unified CCX system configuration process, you will connect to the Cisco Unified CCX Administration web interface and perform the following tasks:
•
•
Provisioning the Cisco Unified CCX Subsystems, page 1-12
Provision the Additional Cisco Unified CCX Subsystems, page 1-13
•
Provision the Unified CCX Subsystem
If you have purchased any of the three versions of Unified CCX, you will need to provision the Unified CCX subsystem.
Note
If your Cisco Unified CCX system does not include Unified CCX, proceed directly to the
“Provisioning the Cisco Unified CCX Subsystems” section on page 1-12 .
Provision the following settings on the Unified CCX subsystem:
•
RmCm Provider. The Resource Manager (RM) of the Unified CCX system uses a Unified CM user (called a Unified CM Telephony provider) for monitoring agent phones, controlling agent states, and routing and queueing calls.
•
Resources. Agents that answer calls are also called resources. After you create a resource group, you must assign agents (resources) to that group. You can also assign skills to agents if you have purchased either of the Unified
CCX Enhanced packages.
Cisco Unified CCX Administration Guide, Release 7.0(1)
1-12
Chapter 1 Introducing Cisco Unified Contact Center Express
Setting Up Cisco Unified CCX
•
•
•
•
•
•
Resource Groups. Collections of agents that your CSQ uses to handle incoming calls. To use resource group-based CSQs, you must specify a resource group.
Skills. (Unified CCX Enhanced packages only.) Skills are customer-definable labels assigned to agents. The two Unified CCX Enhanced packages can route incoming calls to agents who have the necessary skill or sets of skill to handle the call.
CSQs. After you assign an agent to a resource group, or assign skills to an agent (the Unified CCX Enhanced packages only), you need to configure the agent for the CSQ to which the agent will be assigned.
Agent-Based Routing Settings. You can configure Automatic Work and
Wrapup Time settings for the agent based routing feature from the
Agent-Based Routing Settings page (see Configuring Agent-Based Routing, page 7-35 ).
Remote Monitoring. If you want to associate agents and CSQs that will be monitored by remote supervisors, you need to configure remote monitoring settings. This feature is not available when interoperating with Unified CME.
Teams. If you want to create or associate teams with various agents, CSQs, and supervisors, you need to configure team settings.
Note
For detailed instructions on provisioning the Unified CCX subsystem, see
Chapter 7, “Provisioning Unified CCX” and
Chapter 21, “The Wizards Menu.”
Provision the Additional Cisco Unified CCX Subsystems
The additional Cisco Unified CCX subsystems provide Unified ICME, HTTP,
Database, and eMail features.
Provision the following subsystems:
•
Unified ICME. The ICM subsystem communicates with Unified ICME software.
•
•
HTTP. The HTTP subsystem enables Cisco Unified CCX applications to respond to requests from a variety of web clients.
Database. The Database subsystem enables Cisco Unified CCX applications to communicate with enterprise database servers.
Cisco Unified CCX Administration Guide, Release 7.0(1)
1-13
Chapter 1 Introducing Cisco Unified Contact Center Express
Setting Up Cisco Unified CCX
•
eMail. The eMail subsystem enables Cisco Unified CCX applications to create and send e-mail.
Note
For detailed instructions on provisioning these four subsystems, see
“Provisioning Additional Subsystems.”
Viewing License Information
The License Information menu option is available from the main menu under the
System menu option (see The License Information Menu Option, page 18-11
).
The initial license configuration is part of the Setup Wizard procedure (during installation). The uploaded licenses define the feature set for a Cisco Unified CCX system. See the Cisco Unified Contact Center Express Installation Guide for details on the Setup Wizard.
You can add additional licenses using the Add Licenses hyperlink (see
“Uploading Licenses” section on page 1-14
See
Cisco Unified CCX Licensing Packages, page A-1
for details on license options.
Uploading Licenses
Software for all the Cisco Unified CCX feature components are loaded on the system during installation. However, no feature is available for use:
•
Unless a license for that feature is added (see Uploading Licenses, page 1-14 ).
•
Until the feature is activated (see
Activating a Component, page 11-12 ).
Note
A component can be activated even if it is not licensed. However, Cisco Unified
CCX Node Manager cannot start services related to a component until the license related to the component is uploaded. In other words, in order for a service to run, its component needs to be licensed and activated.
1-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 1 Introducing Cisco Unified Contact Center Express
Setting Up Cisco Unified CCX
You upload and display licenses using the License Information page.
Figure 1-2 Systems Menu- License Information web page
Click this link to add new license information
Licenses currently activated on the system
To upload a license, complete the following steps.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose System > License
Information.
The License Information web page opens.
Click the Add License hyperlink on the navigation bar.
The License Information Configuration web page opens.
Specify a License file or click Browse to locate a file.
You can either specify a single file with a .lic extension or a .zip file containing multiple .lic files.
Note
If specifying a .zip file, ensure that all .lic files that need to be added are in the root of the .zip file and are not in subfolders in the zip file.
Cisco Unified CCX Administration Guide, Release 7.0(1)
1-15
Setting Up Cisco Unified CCX
Step 4
Click Update.
Chapter 1 Introducing Cisco Unified Contact Center Express
Configuring Cisco Unified CCX Applications
After you provision the Cisco Unified CCX subsystems and view your license information, you need to configure Cisco Unified CCX applications to interact with contacts and perform a wide variety of functions.
To continue the Cisco Unified CCX system configuration process, connect to the
Cisco Unified CCX Administration web interface and manage the following tasks:
•
•
•
Available Applications, page 1-16
Managing Scripts, Prompts, Grammars, and Documents, page 1-17
Available Applications
There are several types of applications you can configure for Cisco Unified CCX:
•
•
Script applications perform such functions as receiving calls, playing back prompts, receiving caller input, transferring calls, and queueing calls.
The Busy application simulates a busy signal.
•
The Ring-No-Answer application simulates a ring tone.
In addition, if your Cisco Unified CCX system is to be configured to interface with Unified IP IVR for Unified ICME (not with Unified CCX by way of the
Unified Gateway) two extra applications are available: ICME post-routing applications and ICME translation-routing applications (see
Unified CCX Applications” section on page 9-2
).
After adding a Cisco Unified CCX application, you need to define a trigger so that this application can respond to telephone calls and/or HTTP requests. Triggers are specified signals that invoke application scripts in response to incoming contacts.
Note
For detailed instructions on configuring Cisco Unified CCX applications and defining triggers, see
Chapter 9, “Configuring Cisco Applications.”
Cisco Unified CCX Administration Guide, Release 7.0(1)
1-16
Chapter 1 Introducing Cisco Unified Contact Center Express
Setting Up Cisco Unified CCX
Managing Scripts, Prompts, Grammars, and Documents
The process of configuring Cisco script applications includes uploading Cisco
Unified CCX scripts and pre-recorded prompts, installing grammars and customized languages, and adding triggers to applications.
Depending on your particular Cisco Unified CCX implementation, you may need to perform most or all of the following tasks to configure a Cisco script application:
•
•
Manage scripts. Cisco script applications are based on scripts that you must upload to the repository and make available to the Cisco Unified CCX system.
Manage prompts. Many applications make use of pre-recorded prompts, stored as .wav files, which are played back to callers in order to provide information and elicit caller response. You must upload these .wav files to the repository and make them available to the Cisco Unified CCX system.
•
•
Install grammars. A grammar is a specific set of all possible spoken phrases and/or Dual Tone Multi-Frequency (DTMF) digits to be recognized by Cisco
Unified CCX applications and acted upon during run time.
The Cisco
Unified CCX system uses specific grammars when recognizing and responding to caller response to prompts. You must store these grammars in a directory to make them available to the Cisco Unified CCX system.
Install customized Cisco Unified CCX languages. Language packs, such as
American English, Canadian French, and so on, are installed with Cisco
Unified CCX. You install language packs in a directory accessible by the
Cisco Unified CCX system.
Note
For detailed instructions on managing these files, see Chapter 10, “Managing
Prompts, Grammars, Documents, and Custom Files.”
Configuring Cisco Unified CCX Historical Reporting
When you install the Cisco Unified CCX system, the installation process creates a database named db_cra. This database contains:
•
Information for historical reports, including Unified CCX configuration information, stored procedures, and some call statistics.
•
The ContactCallDetail table, which is the main table for call statistics.
Cisco Unified CCX Administration Guide, Release 7.0(1)
1-17
Chapter 1 Introducing Cisco Unified Contact Center Express
Running and Managing Cisco Unified CCX
To conclude the Cisco Unified CCX system configuration process, connect to the
Cisco Unified CCX Administration web interface and perform the following
Historical Reporting Configuration tasks:
1.
2.
3.
Define the maximum number of database connections for report client sessions.
Specify users for historical reports.
Configure the Daily Purge Schedule and specify notification parameters.
Note
For detailed instructions on how to configure the Cisco Unified CCX historical reporting database, see
Chapter 13, “Managing Cisco Unified CCX Historical
Running and Managing Cisco Unified CCX
To manage your Cisco Unified CCX platform, you must first provision and configure it. The day-to-day administration of the Cisco Unified CCX system and datastores consist of many tasks, such as:
•
Starting and stopping the Cisco Unified CCX Engine and processes.
•
•
Managing and monitoring the status of Cisco Unified CCX servers and components across the cluster.
Managing and monitoring datastores across the cluster (see
“Managing the Cisco Unified CCX System” and
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
Where To Go From Here?
•
Introduction and overview of the Cisco Unified CCX system
1-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 1 Introducing Cisco Unified Contact Center Express
Where To Go From Here?
•
•
–
See Chapter 2, “Introducing the Cisco Unified CCX Administration Web
Provisioning and management tasks.
–
See
Chapter 3, “The Cisco Unified CCX Provisioning Checklist”
–
See
Chapter 4, “Provisioning Unified CM for Unified CCX.”
–
See
Chapter 5, “Provisioning Cisco Unified CCX for Unified CME”
–
–
See
Chapter 6, “Provisioning Telephony and Media.”
See
Chapter 7, “Provisioning Unified CCX.”
–
–
See
Chapter 8, “Provisioning Additional Subsystems.”
See
Chapter 9, “Configuring Cisco Applications.”
–
–
See
Chapter 10, “Managing Prompts, Grammars, Documents, and
See
Chapter 11, “Managing the Cisco Unified CCX System.”
–
–
See
Chapter 12, “Managing the Cisco Unified CCX Datastores.”
See
Chapter 13, “Managing Cisco Unified CCX Historical Reporting.”
–
–
See
Chapter 14, “Configuring Cisco Unified CCX Outbound Preview
See
Chapter 15, “Backing-up and Restoring Data”
–
–
See
Chapter 16, “Reporting on Real-Time Cisco Unified CCX Data.”
See
Chapter 17, “Using the Unified CCX Supervisor and Unified CCX
Reference information for each Cisco Unified CCX Administration menu option.
–
See
Chapter 18, “The System Menu.”
–
–
See
Chapter 19, “The Applications Menu.”
See
Chapter 20, “The Subsystems Menu.”
–
–
See
Chapter 21, “The Wizards Menu”
See
–
See
Cisco Unified CCX Administration Guide, Release 7.0(1)
1-19
Where To Go From Here?
Chapter 1 Introducing Cisco Unified Contact Center Express
1-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
2
Introducing the Cisco Unified CCX
Administration Web Interface
The Cisco Unified CCX platform provides a multimedia (voice, data, and web)
IP-enabled customer-care application environment, using VoIP technology that allows your Cisco Unified Communications network to share resources with your data network.
You can load your Cisco Unified CCX platform on any server in the cluster on which you have installed Cisco Unified CCX. You can then use a web browser located on any computer on the IP network to configure and administer your applications with the Cisco Unified CCX Administration web interface.
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
The Cisco Unified CCX Administration web interface allows you to configure and monitor overall system functions, applications, and subsystems; access a wide variety of system tools; and perform many other administrative tasks.
The following sections provide more information about the Cisco Unified CCX
Administration web interface:
•
Accessing the Cisco Unified CCX Administration Web Interface, page 2-2
•
•
The Cisco Unified CCX Administration Menu Bar and Menus, page 2-3
Cisco Unified CCX Configuration Web Pages, page 2-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
2-1
Chapter 2 Introducing the Cisco Unified CCX Administration Web Interface
Accessing the Cisco Unified CCX Administration Web Interface
Accessing the Cisco Unified CCX Administration
Web Interface
The web pages of the Cisco Unified CCX Administration web interface allow you to configure and manage the Cisco Unified CCX system and its subsystems.
To connect to the Cisco Unified CCX Administration web interface, complete the following steps.
Procedure
Step 1
Open the Cisco Unified CCX Administration Authentication page by performing one of the following actions:
•
From any server on which you have installed Cisco Unified CCX, choose
Start > Programs > Cisco Unified CCX Administrator > Application
Administrator.
•
From a web browser on any computer on your network, enter the following
URL: http://<servername>/AppAdmin
In this example, replace <servername> with the host name or IP address of the required Cisco Unified CCX server.
The Authentication page appears.
Step 2
Note
If you are using Microsoft Internet Explorer Version 7.0, verify that the popup blocker is disabled.
On the Authentication page, specify your Cisco Unified CCX User Identification and Password.
Step 3
Note
If you are accessing Cisco Unified CCX for the first time, enter
Administrator
in the User Identification field, enter
ciscocisco
in the
Password field; see the Cisco Unified CCX Installation Guide for further instructions.
Click Log On.
Cisco Unified CCX Administration Guide, Release 7.0(1)
2-2
Chapter 2 Introducing the Cisco Unified CCX Administration Web Interface
The Cisco Unified CCX Administration Menu Bar and Menus
A web page opens listing information about Cisco Application Administration and the installed Unified CCX package and the Cisco Unified CCX
Administration menu bar appears at the top of the page.
Related Topics
•
Using the Cisco Unified CCX Supervisor Web Interface, page 17-6
•
Using the Cisco Unified CCX User Options Web Interface, page 17-9
The Cisco Unified CCX Administration Menu Bar and
Menus
The Cisco Unified CCX Administration menu bar, which appears at the top of every web page of the Cisco Unified CCX Administration web interface. You begin every Cisco Unified CCX configuration and administration task by choosing a menu and submenu option from the menu bar.
The Cisco Unified CCX Administration menu bar contains the following menu options:
•
System—Contains options for activating components, configuring Unified
CM or Unified CME information, viewing the status of the Cisco Unified
CCX Engine and controlling Cisco Unified CCX Engine activities, changing system parameters, custom file configuration, changing alarm and tracing configuration, and logging out of the Cisco Unified CCX Administration web
interface. For a description of all System menu options, see Chapter 18, “The
•
•
Applications—Contains options for managing applications, scripts, prompts, grammars, and documents. For a description of all Applications menu options, see
Chapter 19, “The Applications Menu.”
Subsystems—Contains options for configuring parameters for the subsystems that are licensed for your Cisco Unified CCX server. Your menu may include submenu options for one or more of the following subsystems:
Unified CM Telephony, Unified CME Telephony, Unified CCX, Cisco
Unified Intelligent Contact Management Enterprise (Unified ICME)
Cisco Unified CCX Administration Guide, Release 7.0(1)
2-3
Chapter 2 Introducing the Cisco Unified CCX Administration Web Interface
Cisco Unified CCX Configuration Web Pages
•
•
software, Database, HTTP, eMail, Cisco Media, MRCP Automatic Speech
Recognition (ASR), and MRCP Text-To-Speech (TTS). For a description of all Subsystem menu options, see
Chapter 20, “The Subsystems Menu.”
Tools—Contains options that allow you to access the following system tools: alarm definition, Plug-ins, Real-time Reporting, Real-time Snapshot Config,
Historical Reporting, User Maintenance, and Troubleshooting Tips. For a description of all Tools menu options, see
Help—Provides access to online help for Cisco Unified CCX. For a description of all Help menu options, see
-
Cisco Unified CCX Configuration Web Pages
When you choose any menu and submenu option from the Cisco Unified
CCX Administration menu bar, a configuration or administration web page opens.
Use this web page to continue your configuration or administration task.
In some cases you will perform your configuration or administration task on this one web page. For example, you configure alarm information on the Alarm
Configuration web page.
In other cases, the web page that first opens when you choose a submenu item leads to a series of web pages and areas of web pages. For example, the Unified
CM Telephony Call Control Group Configuration web page contains both a navigation bar with hyperlinks that link to other web pages and a configuration area with hyperlinks that link to other web pages.
In some cases, each web page has a unique name. In other cases, configuration web pages retain the same title, but new areas appear when you click a hyperlink.
The table below describes the Refresh All button and the Copy, Delete, and
Refresh icons that are found in several Cisco Unified CCX web pages.
Icon/Button Description
Copy Click the icon to copy the information in that specific row.
Delete
Note
When you click the Copy icon, the web page, displays the copied configuration so you can make changes, if desired.
Click the icon to delete the information in that specific row.
2-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 2 Introducing the Cisco Unified CCX Administration Web Interface
Cisco Unified CCX Configuration Web Pages
Icon/Button Description
Refresh Click the icon to refresh the information in that specific row.
Refresh All Click this button to refresh the information listed on this page.
Related Topics
•
Displaying Details for Advanced Configuration, page 2-5
•
•
•
Using the Navigation Bar, page 2-6
Using Other Hyperlinks and Buttons, page 2-6
Using Configuration Wizards, page 2-7
Displaying Details for Advanced Configuration
Cisco Unified CCX Release 5.0 introduces the concept of advanced configuration with the Show More and Show Less options.
On the applicable pages, all configuration details can be displayed or reduced based on user preferences and requirements.
A page by default displays fewer parameters. Parameters configured with default values and not requiring modification or user input are now available in the advanced configuration section. You can access this advanced configuration section by clicking the Show More button at the bottom of the page. When you click this button, the extra parameters become visible and the button changes to
Show Less. When you click the Show Less button, the page reverts to its original list of parameters.
•
•
•
Related Topics
•
Cisco Unified CCX Configuration Web Pages, page 2-4
Using the Navigation Bar, page 2-6
Using Other Hyperlinks and Buttons, page 2-6
Using Configuration Wizards, page 2-7
Cisco Unified CCX Administration Guide, Release 7.0(1)
2-5
Chapter 2 Introducing the Cisco Unified CCX Administration Web Interface
Cisco Unified CCX Configuration Web Pages
Using the Navigation Bar
On the left side of many web pages, you will find a navigation bar, which contains hyperlinks to other web pages. For example, the navigation bar of the Unified CM
Telephony Call Control Group Configuration web page contains hyperlinks for the Unified CM Telephony Provider, Unified CM Telephony Call Control Groups, and Unified CM Telephony Triggers, and Resynchronize configuration web pages.
Related Topics
•
Cisco Unified CCX Configuration Web Pages, page 2-4
•
Displaying Details for Advanced Configuration, page 2-5
•
•
Using Other Hyperlinks and Buttons, page 2-6
Using Configuration Wizards, page 2-7
Using Other Hyperlinks and Buttons
Besides displaying current configuration information, many web pages contain an
Add a New ... hyperlink that provides access to a web page that you can use to add new information. For example, the Unified CM Telephony Call Control
Group Configuration web page contains an Add a New Unified CM Telephony
Call Control Group hyperlink. When you click this hyperlink, another area of the
Unified CM Telephony Call Control Group Configuration web page opens. Use this area to add a new Unified CM Telephony Call Control Group.
In addition to the Add a New ... hyperlink, many web pages contain other hyperlinks. For example, you can click the information under the column headings of the Unified CM Telephony Call Control Group Configuration web page to access and modify the configuration web page for that information.
Many web pages contain buttons that perform a variety of functions. For example, the Refresh All button on the Unified CM Telephony Call Control Group
Configuration web page refreshes all the Unified CM Telephony call control group configurations in the Cisco Unified CCX server.
Effective Cisco Unified CCX release 5.0, a few web pages (for example, the Trace
Configuration page) contain a Restore Default button. This button allows you to revert to the software set defaults for each parameter on this page.
2-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 2 Introducing the Cisco Unified CCX Administration Web Interface
Cisco Unified CCX Configuration Web Pages
Related Topics
•
Cisco Unified CCX Configuration Web Pages, page 2-4
•
Displaying Details for Advanced Configuration, page 2-5
•
•
Using the Navigation Bar, page 2-6
Using Configuration Wizards, page 2-7
Using Configuration Wizards
Effective Cisco Unified CCX Release 5.0, two wizards are available in the main menu: the Application Wizard and the RmCm Wizard.
To improve the usability and configuration process, these wizards walk you through the configuration pages in the required order and help ease the configuration process for these two features. You can access these wizards from a new main menu option called Wizards.
In each Wizard webpage, you are provided with a list of procedures in the left pane and a description of each procedure in the main pane. At the top of the page, you have the option to exit the wizard at any time, go to the next step as required, or click the Skip button to go to any other step.
Related Topics
•
•
•
•
•
Cisco Unified CCX Configuration Web Pages, page 2-4
Displaying Details for Advanced Configuration, page 2-5
Using the Navigation Bar, page 2-6
Using Other Hyperlinks and Buttons, page 2-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
2-7
Cisco Unified CCX Configuration Web Pages
Chapter 2 Introducing the Cisco Unified CCX Administration Web Interface
2-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
P
A R T
2
Cisco Unified Contact Center
Express: Configuration
Text Part Number:
C H A P T E R
3
The Cisco Unified CCX Provisioning
Checklist
Effective Cisco Unified CCX Release 5.0(1) two product deployments are available for the Cisco Unified CCX platform:
•
The Unified CM product supports both single-node and two-node (high availability) deployments.
•
The Unified CME product only supports a single-node deployments.
The deployment model is transparent to the Cisco Unified CCX installer as the clustering for Unified CM is performed through the Cisco Unified CCX
Administration using the Cisco Unified CCX setup wizard.
Note
This guide is applicable for both product deployments and identifies the configuration differences between the products where applicable.
The following topics introduce the Cisco Unified Contact Center Express (Unified
CCX) subsystem and explain how to modify the Unified CM/Unified CME information from Cisco Unified CCX.
•
•
Unified CCX Provisioning Checklist, page 3-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
3-1
Chapter 3 The Cisco Unified CCX Provisioning Checklist
About Unified CCX
About Unified CCX
The Cisco Unified CCX system uses the Unified CCX subsystem as part of an
ACD system to provide resource distribution and queueing to call centers.
The following licensing options are available for the Unified CCX system:
•
•
Unified CCX Standard (designed for entry-level users)—Includes the steps necessary for creating basic Unified CCX applications. Does not include a
Java license.
Unified CCX Enhanced (designed for enterprise-level users)—Includes all functions of Unified CCX Standard, plus support for skills-based routing and priority queuing. Includes a license to enable custom Java extensions.
•
Unified CCX Premium—Adds full Unified IP IVR support, including database integration, Voice eXtensible Markup Language (VoiceXML),
HTML web integration, custom Java extensions, and e-Notification services.
Includes a license to enable custom Java extensions.
Note
The Unified CCX Enhanced package and the Unified CCX Premium package are provisioned in the same way.
Two types of routing are available:
•
Contact Service Queue (CSQ)-based routing: CSQs are entities that route calls to your resources (agents). Each CSQ controls incoming calls and determines where an incoming call is placed in the queue and to which agent the call is sent.
•
Each CSQ selects resources from an associated resource pool that you define or from resource skills for Unified CCX Enhanced or Premium license packages. When an agent becomes available to take a call, the system chooses a queued call from one of the CSQs whose resource pool includes the agent, and routes that call to that agent.
Agent-based routing: Agent-based routing provides the ability to send a call to a specific agent, rather than any agent available in a CSQ.
An Unified CCX agent can participate in both CSQ- and agent-based routing.
Note
Unified CCX 4.0 agent-based routing does not support queuing.
Cisco Unified CCX Administration Guide, Release 7.0(1)
3-2
Chapter 3 The Cisco Unified CCX Provisioning Checklist
An Unified CCX agent can be any one of the following:
•
•
•
Unified CCX Agent Desktop (CAD)
IP Phone Agent
Extension Mobility (EM) Agent
About Unified CCX
Note
EM agents are not supported with Unified CME deployments.
•
The machine you install your Cisco Unified CCX system on determines how many agents and IVR ports Unified CCX can accommodate. However, there are several general configuration rules that you should be aware of:
•
Supervisor (if the supervisor is taking calls): If the supervisor is not taking calls, it is not considered as an agent. Calls are queued in the Cisco Unified
CCX server and sent to agents by the Cisco Unified CCX server.
Each agent cannot be associated with more than:
–
25 CSQs. (This is a configuration design guideline; Cisco Unified CCX
Administration does not enforce the rule.)
•
•
–
50 skills. (Cisco Unified CCX Administration enforces this rule.)
Each CSQ cannot be associated with more than 50 skills. (Cisco Unified CCX
Administration enforces this rule.)
A call should not queue for more than 25 CSQs. (This is a configuration design guideline; Cisco Unified CCX Administration does not enforce the rule.)
Related Topic
Unified CCX Provisioning Checklist, page 3-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
3-3
Chapter 3 The Cisco Unified CCX Provisioning Checklist
Unified CCX Provisioning Checklist
Unified CCX Provisioning Checklist
To provision Unified CCX, complete the following tasks:
Step Task
Step 1 Configure Unified CME to enable interoperability with
Cisco Unified CCX.
Step 2 Configuring Unified CM users who will be agents in your
Unified CCX system.
Create users and assign the agent capability to these users in Cisco
Unified CCX.
For Unified CM, See...
Not applicable
“Provisioning Unified CM for Unified CCX” section on page 4-1
Not applicable
For Unified CME, See...
See the Cisco Unified
Communications Manager
Express 4.2 New Features.
Not applicable
Step 2 Provisioning the resources information for the Cisco Unified
CCX telephony and media
Step 3 Provisioning the RmCm
Provider to allow the RmCm
Subsystem to be in service.
CM Telephony Subsystem” section on page 6-5
CME Telephony Subsystem” section on page 5-6
“Configuring the RmCm Provider” section on page 7-2
Step 4 Creating resource groups.
Step 5 Creating skills—if you are using
Unified CCX Enhanced or
Premium.
“Configuring Resource Groups” section on page 7-4
“Configuring Skills” section on page 7-7
Step 6 Assigning agents to resource groups and assigning skills to agents.
Step 7 Creating Contact Service
Queues.
Step 8 Provisioning Remote Monitoring—if you are using Unified
CCX Premium.
“Configuring Agents” section on page 7-10
“Configuring Contact Service Queues” section on page 7-18
Remote Monitoring” section on page 7-31
Not applicable
3-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 3 The Cisco Unified CCX Provisioning Checklist
Unified CCX Provisioning Checklist
Step Task
Step 9 Provisioning agent-based routing—if you are using Unified
CCX Enhanced or Premium.
Step 10 Creating teams and assigning agents to teams.
For Unified CM, See...
For Unified CME, See...
“Configuring Agent-Based Routing” section on page 7-35
“Configuring Teams” section on page 7-36
Related Topic
Cisco Unified CCX Administration Guide, Release 7.0(1)
3-5
Unified CCX Provisioning Checklist
Chapter 3 The Cisco Unified CCX Provisioning Checklist
3-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
4
Provisioning Unified CM for Unified
CCX
When you access Cisco Unified CCX Administration for the first time in a cluster the system automatically initiates the cluster setup procedure once for each cluster to identify Cisco Unified CCX license files, enter information about Cisco
Unified Communications Manager (Unified CM) AXL, and Unified CM
Telephony and RmCm providers (see Cisco Unified CCX Installation Guide). You can modify this Cisco Unified Unified CM information from Cisco Unified CCX.
The following topics explain how to modify the Unified CM information from
Cisco Unified CCX.
•
•
•
•
Configuring Unified CM Information, page 4-2
Modifying Cluster Information from Cisco Unified CCX, page 4-3
Modifying AXL Information, page 4-5
Modifying Unified CM Telephony Information, page 4-8
•
•
•
Modifying RmCm Provider Information, page 4-10
Modifying NTP Configuration, page 4-12
Configuring Unified CM for Unified CCX, page 4-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
4-1
Chapter 4 Provisioning Unified CM for Unified CCX
Configuring Unified CM Information
Configuring Unified CM Information
Warning
Do not configure Unified CM users using administrator/ciscocisco as the user name/password combination when logging into the Cisco Unified CCX
Administrator. Doing so may restrict the Unified CM
when shared across
multiple Cisco Unified CCX servers.
4-2
Caution
The Cisco Unified CCX configuration fails if you perform the Microsoft Windows operating system hardening procedure on Unified CM servers. You will need to restart the services (for example, Tomcat and IIS) used by Unified CM servers that are selected to be AXL providers in Unified CCX.
During the Cisco Unified CCX installation process, the administrator who installed Cisco Unified CCX should have already provided the Unified CM IP address and hostname(s). As of Cisco Unified CCX Release 4.5, the administrator must also provide the Administrative XML Layer (AXL) authentication (user ID and password) information.
The Unified CM Configuration web page allows you to both configure and update the Unified CM cluster information, AXL authentication information, Unified
CM Telephony subsystem information, and RmCm Provider configuration information at anytime from within Cisco Unified CCX.
This page has four blocks of information: Unified CM cluster details, AXL service details, Unified CM Telephony Provider details, and RmCm Provider details.
Related Topics
•
Modifying Cluster Information from Cisco Unified CCX, page 4-3
•
•
•
•
Modifying AXL Information, page 4-5
Modifying Unified CM Telephony Information, page 4-8
Modifying RmCm Provider Information, page 4-10
Modifying NTP Configuration, page 4-12
•
•
Configuring the RmCm Provider, page 7-2
Provisioning the Unified CM Telephony Subsystem, page 6-5
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 4 Provisioning Unified CM for Unified CCX
Modifying Cluster Information from Cisco Unified CCX
Modifying Cluster Information from Cisco Unified
CCX
Caution
If you change the cluster information, you must reconfigure the Unified CM
Telephony/RmCm setup. After reconfiguring this information, you must restart the node manager.
Tip
To log back into Cisco Unified CCX Administration, you must associate a user with Administrator capabilities.
The cluster setup is derived from the information provided during the Cisco
Unified CCX installation process—if configured. You can change this information at any time as required from Cisco Unified CCX. If you do change the cluster, you must provide the IP address of the AXL server to which you will move this server.
For the cluster setup change to take effect, the Administrative XML Layer (AXL) service must be enabled on the required server. If the AXL service is enabled on that server, the Cisco Unified CCX Administration attempts to access that server and updates the Unified CM cluster setup information.
To change previously-configured cluster setup information from Cisco Unified
CCX, complete the following steps.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose System > Unified
CM Configuration.
The Unified CM Configuration web page opens. The Unified CM cluster name is displayed next to the Unified CM Cluster field. If a cluster name was not assigned during the Unified CM setup process, then the default name ( default) is assigned by Unified CM to this cluster. Cisco Unified CCX displays the cluster name based on the Unified CM database.
Cisco Unified CCX Administration Guide, Release 7.0(1)
4-3
Chapter 4 Provisioning Unified CM for Unified CCX
Modifying Cluster Information from Cisco Unified CCX
User Name
Password
Step 2
Step 3
-
Field
AXL Service Provider
Click the Change Unified CM Cluster button to change the existing cluster setup for this server.
The Change Unified CM Cluster web page dialog window appears.
Use this web page dialog to specify the following fields.
Description
Provide the IP address or host name of the AXL server providing access to
Unified CM.
Enter the user name for the AXL server providing access to Unified CM.
Enter the corresponding password for the user account providing access to
Unified CM.
Step 4
Click OK.
Cisco Unified CCX Administration enables that service and then tries to access the Unified CM Cluster information and update the Unified CM Configuration page.
•
•
•
Related Topics
•
Displaying Unified CM Cluster Nodes in Unified CCX, page 4-4
•
Modifying AXL Information, page 4-5
•
•
Modifying Unified CM Telephony Information, page 4-8
Modifying RmCm Provider Information, page 4-10
Modifying NTP Configuration, page 4-12
Configuring the RmCm Provider, page 7-2
Provisioning the Unified CM Telephony Subsystem, page 6-5
Displaying Unified CM Cluster Nodes in Unified CCX
When connected to a Unified CM cluster, the Unified CM Configuration page in the Cisco Unified CCX Administration GUI only displays the IP address of one node. However, in a two-node cluster, it should show the IP addresses of both the
Cisco Unified CCX Administration Guide, Release 7.0(1)
4-4
Chapter 4 Provisioning Unified CM for Unified CCX
Modifying AXL Information
publisher and subscriber nodes. To display both IP addresses, you must configure the DNS suffix information (for the required nodes in the cluster) in the server in which Cisco Unified CCX is installed.
To configure the DNS suffix information and display the IP Addresses of all the nodes in a cluster, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Login to the machine in which Cisco Unified CCX is installed.
From the Windows menu, choose Programs > Control Panel > Network
Connections, right-click on the required connection, and select Properties.
The Connection Properties window appears.
Select the check box next to Internet Protocol (TCP/IP) and click the Properties button.
The Internet Protocol (TCP/IP) window appears.
Click the Advanced button.
The Advanced TCP/IP Settings window appears.
Click the DNS tab and enter the appropriate DNS suffix in the DNS suffix for this
connection field.
Click OK or close in any open window.
The IP addresses of all the nodes in the cluster (that have now been added to the
TCP/IP Windows field will now automatically display in the Cisco Unified CCX
Administration GUI.
Modifying AXL Information
To change previously-configured AXL information, complete the following steps.
Cisco Unified CCX Administration Guide, Release 7.0(1)
4-5
Chapter 4 Provisioning Unified CM for Unified CCX
Modifying AXL Information
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose System > Unified
CM Configuration.
The Unified CM Configuration web page opens. The table below describes the contents of the summary page.
Use this web page to specify the following fields.
Step 2
-
Field
Unified CM Cluster
Description
See
Modifying Cluster Information from Cisco Unified CCX, page 4-3
AXL Service Provider Configuration
Selected AXL Service Providers Lists the AXL service providers selected by the Cisco Unified
CCX user. Select the required entry and move to the opposite list box using the right and left arrows. Arrange the order of the selected entries using the up and down arrows.
Note
If you deselect the AXL service provider from the
Selected list box, a Microsoft IE window pops up informing you about the (list of) deselected service(s). For security reasons (in case the service is being used by another AXL service provider), manually disable the AXL service only from the Unified CM.
Available AXL Service Providers Lists the Unified CM entries in the cluster. Select the required entry and move to the opposite list box using the right and left arrows.
User Name The Unified CM User ID.This information is provided during cluster setup in the Cisco Unified CCX installation process.
When you select an AXL Service Provider, the corresponding user name is automatically displayed in this field.
Password Password for the Unified CM User ID. This information is provided during cluster setup in the Cisco Unified CCX installation process.
When you select an AXL Service Provider, the corresponding user’s password is automatically displayed in this field.
4-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 4 Provisioning Unified CM for Unified CCX
Field
Unified CM Telephony
Subsystem—Unified CM
Telephony Subsystem
Configuration
RmCm Subsystems—RmCm
Provider Configuration
NTP
Modifying AXL Information
Description
See
Modifying Unified CM Telephony Information, page 4-8
See
Modifying RmCm Provider Information, page 4-10
See
Modifying NTP Configuration, page 4-12
Step 3
Step 4
Click OK in the Unified CM Configuration web page.
The Unified CM Configuration web page refreshes to display the new settings.
A Microsoft IE window pops up to confirm the new AXL service,
Click OK in the Microsoft IE window.
The selected AXL services are now enabled.
If the selected AXL services cannot be enabled, an error message instructs you to reselect AXL service providers.
•
•
•
Related Topics
•
Modifying Cluster Information from Cisco Unified CCX, page 4-3
•
Modifying Unified CM Telephony Information, page 4-8
•
Modifying RmCm Provider Information, page 4-10
Modifying NTP Configuration, page 4-12
Configuring the RmCm Provider, page 7-2
Provisioning the Unified CM Telephony Subsystem, page 6-5
Cisco Unified CCX Administration Guide, Release 7.0(1)
4-7
Chapter 4 Provisioning Unified CM for Unified CCX
Modifying Unified CM Telephony Information
Modifying Unified CM Telephony Information
Note
Effective Cisco Unified CCX Release 5.0, the Unified CM Telephony client is installed in the background after you configure the Unified CM Telephony user.
The Unified CM Telephony client runs silently and verifies that the right version and the right client are installed.
Configuring the Unified CM Telephony user does not automatically install the
Unified CM Telephony client. You must activate the Cisco Unified CCX engine in component activation (see
Activating a Component, page 11-12 ) or use the
synchronize option in Unified CM Telephony (see Resynchronizing the Cisco
JTAPI Client, page 6-7 ) to install the Unified Telephony client.
The latest list of CTI Managers within a cluster are listed in this section. If the
Unified CM is not functioning or if the Cisco Unified CCX is not able to connect to the Unified CM for any reason, information obtained from the most recent connection is saved as a part of the bootstrap information.
To change previously-configured Unified CM Telephony information, complete the following steps.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose System > Unified
CM Configuration.
The Unified CM Configuration web page opens. The table below describes the contents of the summary page.
Use this web page to specify the following fields.
-
Field Description
Unified CM Cluster
See Modifying Cluster Information from Cisco Unified CCX, page 4-3
.
AXL Service Provider Configuration See Modifying AXL Information, page 4-5
Unified CM Telephony Subsystem—Unified CM Telephony Subsystem Configuration
4-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 4 Provisioning Unified CM for Unified CCX
Field
Selected CTI Managers
Available CTI Managers
User Prefix
Password
Modifying Unified CM Telephony Information
Description
Lists the CTI Managers selected by the Cisco Unified CCX user. Select the required entry and move to the opposite list box using the right and left arrows. Arrange the order of the selected entries using the up and down arrows.
Note
If you deselect CTI Managers from the Selected list box, a Microsoft IE window pops up informing you about the (list of) deselected CTI Manager(s).
Lists the CTI Managers in the cluster. Move to the opposite list box using the right and left arrows.
The syntax of the User ID is: <userprefix>_<nodeid>
For example, if you set this field to cti_user, then the User ID for Node 1 will be cti_user_1.
Password you defined for the User ID in Unified CM.
If a CTI Manager is already selected, then the corresponding password is displayed in this field.
See Modifying RmCm Provider Information, page 4-10
.
RmCm Subsystems—RmCm
Provider Configuration
NTP
See Modifying NTP Configuration, page 4-12
Step 3
Step 4
Click OK in the Unified CM Configuration web page.
The Unified CM Configuration web page refreshes to display the new settings.
A Microsoft IE window pops up to confirm to the newly selected CTI Manager,
Click OK in the Microsoft IE window.
The newly selected CTI Manager is now enabled.
If the selected CTI Manager cannot be enabled, an error message instructs you to reselect CTI Managers.
Related Topics
•
Modifying Cluster Information from Cisco Unified CCX, page 4-3
•
Modifying AXL Information, page 4-5
Cisco Unified CCX Administration Guide, Release 7.0(1)
4-9
Chapter 4 Provisioning Unified CM for Unified CCX
Modifying RmCm Provider Information
•
•
•
•
Modifying RmCm Provider Information, page 4-10
Modifying NTP Configuration, page 4-12
Configuring the RmCm Provider, page 7-2
Provisioning the Unified CM Telephony Subsystem, page 6-5
Modifying RmCm Provider Information
The list of all CTI Managers available in a cluster are saved as a part of the bootstrap information. You can change to any available CTI Managers listed in the
Available CTI Managers list box in this page.
Note
The RmCm Provider specified through the Cisco Unified CCX Administration is automatically created in Unified CM. You do not need to use the Unified CM web interface to create the user.
To change previously-configured RmCm provider information or to configure a new RmCm Provider, complete the following steps.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose System > Unified
CM Configuration.
The Unified CM Configuration web page opens. The table below describes the contents of the summary page.
Use this web page to specify the following fields.
Step 2
-
Field
Unified CM Cluster
Description
See Modifying Cluster Information from Cisco Unified CCX, page 4-3
.
AXL Service Provider Configuration See
Modifying AXL Information, page 4-5 .
Unified CM Telephony
Subsystem—Unified CM Telephony
Subsystem Configuration
See Modifying Unified CM Telephony Information, page 4-8
.
4-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 4 Provisioning Unified CM for Unified CCX
Modifying RmCm Provider Information
Field Description
RmCm Subsystems—RmCm Provider Configuration
Selected CTI Managers Lists the CTI Managers selected by the Cisco Unified CCX user. Select the required entry and move to the opposite list box using the right and left arrows. Arrange the order of the selected entries using the up and down arrows.
Available CTI Managers
User ID
Password
NTP
Note
If you deselect CTI Managers from the Selected list box, a Microsoft IE window pops up informing you about the (list of) deselected CTI Manager(s).
Lists the CTI Managers in the cluster. Select the required entry and move to the opposite list box using the right and left arrows.
User prefix for the Unified CM User IDs to be created in
Unified CM.
If a CTI Manager is already selected, then the corresponding user name is displayed in this field. If you change the CTI
Managers, be sure to enter the corresponding user prefix for the selected service.
Password you defined for the User ID in Unified CM.
If a CTI Manager is already selected, then the corresponding password is displayed in this field. If you change the CTI
Manager, be sure to enter the corresponding password for the selected service.
See
Modifying NTP Configuration, page 4-12
Step 3
Step 4
Click OK in the Unified CM Configuration web page.
The Unified CM Configuration web page refreshes to display the new settings.
A Microsoft IE window pops up to confirm to the newly selected CTI Manager.
Click OK in the Microsoft IE window.
The newly selected CTI Manager is now enabled.
If the selected CTI Manager cannot be enabled, an error message instructs you to reselect CTI Managers.
Cisco Unified CCX Administration Guide, Release 7.0(1)
4-11
Chapter 4 Provisioning Unified CM for Unified CCX
Modifying NTP Configuration
Related Topics
•
Modifying Cluster Information from Cisco Unified CCX, page 4-3
•
Modifying AXL Information, page 4-5
•
•
•
•
Modifying Unified CM Telephony Information, page 4-8
Modifying NTP Configuration, page 4-12
Configuring the RmCm Provider, page 7-2
Provisioning the Unified CM Telephony Subsystem, page 6-5
Modifying NTP Configuration
Effective Cisco Unified CCX Release 5.0, Network Time Protocol (NTP) configuration is available in the Unified CM Configuration web page.
Note
The NTP configuration is only applicable to Cisco Unified CCX versions supported by the Unified CM.
The NTP host name or IP address is typically derived from the Unified CM, but can be pointed to another NTP Server if desired. If this information is not provided during the installation setup, be sure to provide it when configuring the
Cisco Unified CCX Administration.
If you provide a valid host name or IP address of the NTP server, the NTP service synchronizes the client time to that of the NTP server.
Caution
The NTP service synchronization does not take place if the difference between the client time and server time is greater than 1000 seconds.
To change previously-configured NTP information or to configure a new NTP host name or IP address, complete the following steps.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose System > Unified
CM Configuration.
Cisco Unified CCX Administration Guide, Release 7.0(1)
4-12
Chapter 4 Provisioning Unified CM for Unified CCX
Modifying NTP Configuration
The Unified CM Configuration web page opens. The table below describes the contents of the summary page.
Step 2
Use this web page to specify the following fields.
-
Field
Unified CM Cluster
Description
See Modifying Cluster Information from Cisco Unified CCX, page 4-3
.
AXL Service Provider Configuration See
Modifying AXL Information, page 4-5 .
Unified CM Telephony
Subsystem—Unified CM Telephony
Subsystem Configuration
See Modifying Unified CM Telephony Information, page 4-8
.
See
Modifying RmCm Provider Information, page 4-10
RmCm Subsystems—RmCm
Provider Configuration
NTP
Host Name or IP Address
The host name or the IP address of the NTP server used for authentication.
Step 3
Step 4
Click OK in the Unified CM Configuration web page.
The Unified CM Configuration web page refreshes to display the new settings.
A Microsoft IE window pops up to confirm to the newly selected NTP details.
Click OK in the Microsoft IE window.
The newly Unified CM is now enabled.
If the selected CTI Manager cannot be enabled, an error message instructs you to reselect another NTP server.
Caution
If you manually change the Microsoft Windows system time, the Cisco Unified
CCX Node Manager Service on all nodes must be restarted after the change.
Related Topics
•
Modifying Cluster Information from Cisco Unified CCX, page 4-3
•
Modifying AXL Information, page 4-5
Cisco Unified CCX Administration Guide, Release 7.0(1)
4-13
Chapter 4 Provisioning Unified CM for Unified CCX
Configuring Unified CM for Unified CCX
•
•
•
•
Modifying Unified CM Telephony Information, page 4-8
Modifying RmCm Provider Information, page 4-10
Configuring the RmCm Provider, page 7-2
Provisioning the Unified CM Telephony Subsystem, page 6-5
Configuring Unified CM for Unified CCX
To enable Unified CCX to communicate with Unified CM, you also need to assign extensions for the users who will be agents in your Unified CCX system.
Note
If you delete a Cisco Unified CCX user with Administrative rights from Unified
CM he user will not be able to log into the Cisco Unified CCX Administration web interface.
Caution
When logging into Cisco Agent Desktop, agents use the Unified CM user ID and password. While the Unified CM limits agent IDs to 128 alphanumeric characters, the Cisco Unified CCX platform limits agent IDs to 31 alphanumeric characters.
Be sure to abide by the 31 character-limit when configuring agents in Unified CM.
This section contains the following procedures:
•
Invoking Unified CM Administration, page 4-14
•
Defining Unified CM Users as Agents, page 4-15
Invoking Unified CM Administration
Begin the process of configuring Unified CM by connecting to the Unified CM
Administration web interface.
To connect to the Unified CM Administration web interface, complete the following steps.
4-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 4 Provisioning Unified CM for Unified CCX
Configuring Unified CM for Unified CCX
Procedure
Step 1
Step 2
From a web browser on any computer on your network, enter the following URL:
https://servername/ccmadmin.
In this example, servername is the host name or IP address of your Unified CM server. The Unified CM Login web page appears.
Enter the Unified CM user name and password at the prompt, and then click Log
On.
The Unified CM Administration web page appears.
You are now ready to use the Unified CM Administration web interface to configure users for Unified CCX.
Related Topic
Defining Unified CM Users as Agents, page 4-15
Defining Unified CM Users as Agents
Warning Do not configure Unified CM users using administrator/ciscocisco as the user name/password combination when logging into the Cisco Unified CCX
Administrator. Doing so may restrict the Unified CM when shared across multiple Cisco Unified CCX servers.
To use any version of Unified CM, you must first ensure that you define Unified
CM users as Unified CCX agents in Unified CM. Once you perform this task, these Unified CCX agents can be combined into Resource Groups, assigned
Skills, and placed in CSQs.
Note
In Unified CCX, this operation is called “associating a device.”
This section contains the following topics:
•
Guidelines for Configuring Agent Phones, page 4-16
Cisco Unified CCX Administration Guide, Release 7.0(1)
4-15
Chapter 4 Provisioning Unified CM for Unified CCX
Configuring Unified CM for Unified CCX
•
•
Assigning Unified CM Users as Cisco TelePresence Virtual Agents, page 4-17
Assigning Unified CM Users as Unified CCX Agents, page 4-19
Related Topic
Invoking Unified CM Administration, page 4-14
Guidelines for Configuring Agent Phones
Follow these guidelines when configuring agent phones for Unified CCX agents:
•
Choose Device > Phone in the Unified CM Administration. The Find and List
Phones window displays. Enter search criteria to locate a specific phone and click Find. A list of phones that match the search criteria displays. Click the device name of the phone to which you want to add a directory number. The
Phone Configuration window displays. In the Unified CM Administration
Phone Configuration web page, select the required Association Information
(on the left) to get to the Directory Number Configuration web page. In this page, make the following changes:
–
–
In the Multiple Call/Call Waiting Settings section, set the Maximum
Number of Calls to 2 (default is 4).
In the Multiple Call/Call Waiting Settings section, set the Busy Trigger value to 1 (default is 2).
•
–
–
In the Call Forward and Call Pickup Settings section, verify that you do not forward any Unified CM device to the Unified CCX extension of an agent.
In the Call Forward and Call Pickup Settings section, verify that you do not configure the Unified CCX extension of an agent to forward to a
Cisco Unified CCX route point.
Always disable (off) Secure Real-Time Transport Protocol (SRTP) when configuring a Cisco Unified Communications product. You can disable SRTP for a specified device or for the entire Unified CM:
–
For a specified device: Choose Device > Phone. In the Find and List
Phone page, select the required phone device. In the Phone Configuration page for the selected phone, scroll down to the Protocol Specific
4-16
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 4 Provisioning Unified CM for Unified CCX
Configuring Unified CM for Unified CCX
•
Information section.To turn off SRTP on the phone device, select any one of the Non Secure SCCP Profile auth by choices from the SCCP Phone
Security Profile field’s drop-down list.
–
For the entire Unified CM cluster: Choose System > Enterprise
Parameters. In the Enterprise Parameters Configuration page, scroll down to the Securities Parameters section, to verify that the corresponding value for the Cluster Security Mode field is 0. This parameter indicates the security mode of the cluster. A value of 0 indicates that phones will register in non-secure mode (no security).
Do not forward any Unified CM device to the Unified CCX extension of an agent.
•
•
•
Do not configure the Unified CCX extension of an agent to forward to a Cisco
Unified CCX route point.
Do not use characters other than the numerals 0 - 9 in the Unified CCX extension of an agent.
Do not configure two lines on an agent’s phone with the same extension when both lines exist in different partitions.
Do not assign an Unified CCX extension to multiple devices.
•
•
Do not configure the same Unified CCX extension in more than one device or device profile. (Configuring an Unified CCX extension in one device or device profile is supported.)
To determine a list of Unified CCX agent devices supported by the Cisco Agent
Desktop, see the Cisco Unified CCX Software and Hardware Compatibility
Guide: http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/Cisco
Unified CCXcomtx.pdf.
Related Topics
•
Invoking Unified CM Administration, page 4-14
•
Assigning Unified CM Users as Unified CCX Agents, page 4-19
Assigning Unified CM Users as Cisco TelePresence Virtual Agents
The Cisco TelePresence application enables enterprises to create a live, face-to-face interaction with customers over the network. This solution allows rapid deployment of a virtual contact center infrastructure, Agents using Cisco
Cisco Unified CCX Administration Guide, Release 7.0(1)
4-17
Chapter 4 Provisioning Unified CM for Unified CCX
Configuring Unified CM for Unified CCX
TelePresence are referred to as virtual agents in this guide. Virtual agents connect to callers using Unified CCX thus incorporating ACD, CAD, CTI, and Unified IP
IVR with Cisco Unified CM and providing the entire solution on one server.
Note
For more information on the Cisco TelePresence solution, see http://www.cisco.com/en/US/products/ps7060/index.html
.
The following guidelines apply for the Cisco TelePresence integration with
Unified CCX:
•
The only commonly-supported CODEC for Unified CCX and Cisco
TelePresence is G711.
•
The following supervisor features are not supported:
–
Monitoring and recording is not supported for Cisco TelePresence integration with Unified CCX.
–
Due to the unavailability of third-party call control, Cisco Supervisor
Desktop (CSD) features, barge-in, and intercept are not supported.
•
You will not be able to use the call control Cisco Agent Desktop (CAD) features (hold, unhold, answer, transfer, conference, Make Call, and touch tone). Be sure to remove or disable these features from CAD as specified in
in the following procedure.
To assign Unified CM users as virtual agents, follow this procedure.
Step 1
Identify the required Cisco TelePresence system that should participate as a virtual agent in the Unified CCX application.
a.
Note the Unified CM extension of the Cisco TelePresence deployment.
Note
The Cisco Unified IP Phone 7970G phone and Cisco TelePresence system must be assigned the same extension in Unified CM as they both share the same line.
b.
Note the MAC address or the Directory Number of the Cisco Unified IP
Phone 7970G phone connected to the identified Cisco TelePresence system.
4-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 4 Provisioning Unified CM for Unified CCX
Configuring Unified CM for Unified CCX
Step 2
Step 3
Step 4
Tip
From the Cisco Unified CCX perspective, this is another SIP end point.
Associate the Cisco Unified IP Phone 7970G phone with the Unified CM user to configure this user as a virtual agent (see
Defining Unified CM Users as Agents, page 4-15 ).
Associate the Cisco Unified IP Phone 7970G phone with the RmCm provider (see
Configuring the RmCm Provider, page 7-2 ).
Customize the Cisco Agent Desktop workflow groups (see Cisco Desktop
Administrator User's Guide ).
Tip
All the Cisco Agent Desktop call control buttons must be disabled as third-party call control will not be available for the Cisco TelePresence integration with Unified CCX.
Assigning Unified CM Users as Unified CCX Agents
Warning
Do not configure Unified CM users using administrator/ciscocisco as the user name/password combination when logging into the Cisco Unified CCX
Administrator. Doing so may restrict the Unified CM when shared across multiple Cisco Unified CCX servers.
RmCm uses the Unified CM database to determine which devices it can control and provides an interface method for getting the Media Access Control (MAC) address of the calling party.
After you install RmCm, you have access to the Unified CM database. The database stores parameters that initialize Unified CM Telephony, user profiles, application logic, network-specific configuration information, and Directory
Number Associations such as Primary Extension and Unified CCX Extension.
The Primary Extension field represents the primary directory number for the end user. End users can have multiple lines on their phones. From the drop-down list box, choose a primary extension when associating devices for this end user.
Cisco Unified CCX Administration Guide, Release 7.0(1)
4-19
Chapter 4 Provisioning Unified CM for Unified CCX
Configuring Unified CM for Unified CCX
Unified CCX Extension allows you to define Unified CM users as Unified CCX agents in Unified CM.
To assign Unified CCX devices to end users and application users in the Unified
CM web interface, these users must first exist in Unified CM. If these users do not exist, you must first add the users. See the Cisco Unified Communications
Manager Administration guide to obtain detailed information about the Unified
CCX web interface and configuration procedures. After adding the end user and the application user, be sure to modify their Unified CCX settings (see
)
Modifying Existing Unified CM Users
Note
Be sure to assign Unified CCX devices to both end users and application users in the Unified CM web interface.
To assign devices to an end user, you must access the End User Configuration window for that user. The End User Configuration window in Unified CM
Administration allows the administrator to add, search, display, and maintain information about Unified CM end users.
To assign devices to an application user, you must access the Application User
Configuration window for that user. The Application User Configuration window in Unified CM Administration allows the administrator to add, search, display, and maintain information about Unified CM application users.
To modify the Unified CCX Extension settings for existing Unified CM users who are Unified CCX agents, complete the following steps.
Procedure
Step 1
Step 2
Connect to the Unified CM Administration web interface.
For information about connecting to the Unified CM Administration web interface (see
Invoking Unified CM Administration, page 4-14 ).
The Unified CM Administration web page appears.
From the Unified CM Administration menu bar, choose User Management >
End User.
4-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 4 Provisioning Unified CM for Unified CCX
Configuring Unified CM for Unified CCX
The Find and List End Users window displays. Use the two drop-down list boxes to search for an end user.
Step 3
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Tip
To find all end users registered in the database, click Find without entering any search text. A list of discovered end users displays. If you choose to do this step, skip to
From the first Find end user where drop-down list box, choose one of the listed criteria.
From the second Find end user where drop-down list box, choose one of the listed criteria,
Specify the appropriate search text, if applicable, and click Find.
A list of discovered end users displays.
From the list of records, click the end user name that matches your search criteria.
The window displays the end user that you choose.
On the End User Information page, scroll down to the Directory Number
Association section.
In the Primary Extension field drop-down list and the Unified CCX Extension field drop-down list, choose the required agent extension for this device.
These fields represent the primary directory number for the end user. End users can have multiple lines on their phones. If you have a single line, be sure to select the same extension for both fields.
In the Available Devices list box, select the device and click the Down arrow below this list box. If the device that you want to associate with this end user does not display in this pane, click one of these buttons to search for other devices:
•
•
Find more Phones-Click this button to find more phones to associate with this end user. The Find and List Phones window displays to enable a phone search.
Find more Route Points-Click this button to find more phones to associate with this end user. The Find and List CTI Route Points window displays to enable a CTI route point search.
The Available Devices list box displays the devices that are available for association with this end user.
Cisco Unified CCX Administration Guide, Release 7.0(1)
4-21
Chapter 4 Provisioning Unified CM for Unified CCX
Configuring Unified CM for Unified CCX
Step 10
Step 11
Step 12
Select the required device and save your changes to associate that device with this end user.
After the device is associated, the Controlled Devices field displays the description information (for example, the MAC address) that the end user controls.
Click Update to apply the changes.
The specific End User Information page for this user appears, with the message that the update was successful.
From the Unified CM Administration menu bar, choose User Management >
Application User. RmCm Providers are referred to as application users in Unified
CM.
Note
When you associate one device with the Unified CCX agent (end user), you must also be sure to associate the same device with the Unified CCX
RmCm Provider (application user).
The Find and List Application Users window displays. Use the two drop-down list boxes to search for the application users in Unified CM.
Tip
To find all application users registered in the database, click Find without entering any search text. A list of discovered end users displays. If you choose to do this step, skip to
Step 13
Step 14
Step 15
Step 16
Step 17
From the first Find application user where drop-down list box, choose one of the listed criteria.
From the second Find application user where drop-down list box, choose one of the listed criteria,
Specify the appropriate search text, if applicable, and click Find.
A list of discovered application users displays.
From the list of records, click the application user name that matches your search criteria.
The window displays the application user that you choose.
Repeat
Step 10 for the selected Application User.
4-22
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 4 Provisioning Unified CM for Unified CCX
Configuring Unified CM for Unified CCX
Step 18
These steps ensure that the Unified CM application users are also defined as
Unified CCX agents in Unified CM.
Click Update to apply the changes.
The specific Application Information page for this user appears, with the message that the update was successful.
Now that you have defined the agent in Unified CM, you can configure agents in
Cisco Unified CCX (see
). Subsequent to that, you will also need to configure resource groups (see
Configuring Resource Groups, page 7-4
) and CSQs (see
).
Related Topics
•
Guidelines for Configuring Agent Phones, page 4-16
•
Invoking Unified CM Administration, page 4-14
•
Cisco Unified CCX Administration Guide, Release 7.0(1)
4-23
Configuring Unified CM for Unified CCX
Chapter 4 Provisioning Unified CM for Unified CCX
4-24
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
5
Provisioning Cisco Unified CCX for
Unified CME
After you complete the initial setup of Cisco Unified CCX (see Cisco Unified
CCX Installation Guide), you will have identified the information that Cisco
Unified CCX requires to provision Unified CME for Unified CCX (see
Interoperability between Cisco Unified CCX and Unified CME, page 5-4
). You can modify the Unified CME information from Cisco Unified CCX.
The following topics explain how to modify the Unified CME information from
Cisco Unified CCX.
•
•
•
•
Introducing Unified CME for Cisco Unified CCX, page 5-2
Modifying Unified CME Information from Cisco Unified CCX, page 5-5
Configuring the AXL User in Cisco Unified CCX, page 5-6
•
•
•
Provisioning the Unified CME Telephony Subsystem, page 5-6
Managing Unified CME Users, page 5-15
Identifying Agent Directory Numbers, page 5-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
5-1
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Introducing Unified CME for Cisco Unified CCX
Introducing Unified CME for Cisco Unified CCX
Effective Cisco Unified CCX Release 5.0, Unified CCX enables interoperability with Unified CME, Release 4.2 between Cisco Unified CCX and Unified CME.
This interoperability allows for the following functions:
•
Configuration query and update between Unified CCX and Unified CME.
•
SIP-based simple and supplementary call control services including call routing between Unified CME and Unified CCX using SIP-based route point.
Unified CCX keep alive session management of Unified CME.
•
•
•
This section includes the following topics:
•
•
•
•
Unified CCX device and call monitoring of agent lines and call activities in
Unified CME.
Support of Unified CCX5.0 Cisco Agent Desktop for use with Unified CME.
Interoperability between Cisco Unified CCX and Unified CME, page 5-4
Unified CCX Provisioning Checklist, page 3-4
Guidelines
The following guidelines apply when using the Unified CME product for Cisco
Unified CCX:
•
•
•
In the Unified CME Telephony subsystem the concept of CTI Ports does not exist. When a call is offered at a CME Telephony Route Point, the route point accepts the call. The call is not transferred to a CTI Port.
The Unified CME Telephony subsystem only supports G711 codec prompts.
•
Unified CME Telephony users are stored locally in the Cisco Unified CCX
Database
Unified IP Phone Agents are limited to one Cisco Unified CCX platform for each Unified CME product
•
The Unified CME Telephony subsystem only SCCP Phones as agent devices.
5-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Introducing Unified CME for Cisco Unified CCX
Related Topics
•
•
Interoperability between Cisco Unified CCX and Unified CME, page 5-4
•
•
Unified CCX Provisioning Checklist, page 3-4
Configuring Cisco Unified CCX Applications, page 1-16
Supported Features
The following Cisco Unified CCX features are supported by the Unified CME product for Unified CCX:
•
Unified CCX as a whole and as a child to Unified CCE (as a parent)
•
•
•
•
Unified IP IVR
Unified EIM and the Unified WIM
Limited CAD Functionality
Limited CSD Functionality
The following Cisco Unified CCX features are not supported by the Unified CME offering:
•
High Availability (only single node support)
•
•
Outbound preview dialer
Remote monitoring
Related Topics
•
•
Interoperability between Cisco Unified CCX and Unified CME, page 5-4
•
Unified CCX Provisioning Checklist, page 3-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
5-3
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Introducing Unified CME for Cisco Unified CCX
Interoperability between Cisco Unified CCX and Unified CME
Table 5-1
identifies the tasks to configure interoperability between Cisco Unified
CCX and Unified CME.
Tasks to Configure Interoperability between Cisco Unified CCX and Unified CME
2
3
4
5
Step Task
1 Verify that the appropriate version of Unified CME is installed on the router.
Configure the Unified CME router.
Tip
Note the AXL user ID, password, and the router’s IP address.
Name of Document
See the Configuring
Interoperability with External
Services chapter in the
Cisco
Unified Communications
Manager Express, Releaes 4.2
System Administrator Guide
.
Configure Unified CME to enable interoperability with Cisco Unified CCX.
Install Unified CCX for Unified CME.
Launch the setup wizard on Cisco Unified CCX and go through the setup for the Unified CME.
See the Cisco Unified CCX
Installation Guide.
6
7
Tip
When setup launches, you are asked for the
AXL user ID and password that you created in
Unified CME. You also need to enter the router
IP address.
Configure Unified CME Telephony Subsystem to enable interoperability with Unified CCX.
Create users and assign the agent capability to these users in Cisco Unified CCX (see ).
Provided in this chapter of the
Cisco Unified CCX
Administration Guide.
Related Topics
•
•
•
Unified CCX Provisioning Checklist, page 3-4
5-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Verifying Licenses
Verifying Licenses
Licenses are installed for the first time in the Cisco Unified CCX setup wizard.
Once you have uploaded the licenses, the Unified CME Telephony Call Control
Group is automatically created.
Related Topics
•
Viewing License Information, page 1-14
•
•
Modifying Unified CME Information from Cisco
Unified CCX
During the Cisco Unified CCX setup process, the administrator provides the
Unified CME IP address and hostname(s) and the Administrative XML Layer
(AXL) authentication (user ID and password) information. You can change this information at any time as required from Cisco Unified CCX. If you do change the information, you must provide the IP address of the AXL server to which you will move this server.
Related Topics
•
Introducing Unified CME for Cisco Unified CCX, page 5-2
•
•
•
•
•
Configuring the AXL User in Cisco Unified CCX, page 5-6
Provisioning the Unified CME Telephony Subsystem, page 5-6
Managing Unified CME Users, page 5-15
Identifying Agent Directory Numbers, page 5-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
5-5
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Configuring the AXL User in Cisco Unified CCX
Configuring the AXL User in Cisco Unified CCX
To change previously-configured Unified CME setup information from Cisco
Unified CCX, complete the following steps.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose System > Unified
CME Configuration.
The Unified CME Configuration web page opens. This page facilitates configuration of Unified CME server information, which is required to authenticate to the AXL Service of the Unified CME server.
Use this web page dialog to specify the following fields.
Step 2
-
Field
Unified CME server host name or IP address
AXL User ID
Description
Provide the IP address of the server providing access to Unified CME.
AXL Password
Enter the user name for the AXL server providing access to Unified CME.
The user name is created on the Unified CME router.
Enter the corresponding password for the user account providing access to
Unified CME. The user name is created on the Unified CME router.
Step 3
Click OK.
Cisco Unified CCX Administration enables that service and then tries to access the Unified CME information and update the page.
Provisioning the Unified CME Telephony Subsystem
Note
The Unified CME Telephony subsystem is available if your system has a license installed for one of the following Cisco product packages: Unified IP IVR,
Unified CCX Standard, Unified CCX Enhanced, or Unified CCX Premium.
Cisco Unified CCX Administration Guide, Release 7.0(1)
5-6
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Provisioning the Unified CME Telephony Subsystem
The Unified CME Telephony subsystem is the subsystem of the Cisco Unified
CCX Engine that sends and receives call-related messages from the Unified CME
CTI Manager through the Unified CME Telephony client. To enable your Cisco
Unified CCX server to handle Cisco Unified Communications requests, you will need to provision the Unified CME Telephony subsystem.
From the Cisco Unified CCX Administration GUI, you configure and update the
Unified CME Telephony subsystem information at anytime.
To provision the Unified CME Telephony subsystem, complete the following tasks:
Step Task
1
2
3
4
Validate Unified CME and Cisco Unified CCX versions.
Configure a Unified CME Telephony Provider, if not already configured. Specify the server on which Unified CME is running, and provide a Unified CME user ID and password.
Provision Unified CME Telephony call control groups.
Provision a Unified CME Telephony trigger. Unified CME
Telephony triggers invoke application scripts in response to incoming contacts.
For instructions, see
Validating Unified CME and Cisco Unified CCX
CME Telephony Trigger, page 5-10
Related Topics
•
Provisioning the Unified CME Telephony Subsystem, page 5-6
•
Managing Unified CME Users, page 5-15
•
•
•
•
•
•
Introducing Unified CME for Cisco Unified CCX, page 5-2
Modifying Unified CME Information from Cisco Unified CCX, page 5-5
Configuring the AXL User in Cisco Unified CCX, page 5-6
Managing Unified CME Users, page 5-15
Identifying Agent Directory Numbers, page 5-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
5-7
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Provisioning the Unified CME Telephony Subsystem
Validating Unified CME and Cisco Unified CCX Data
Use the validate tool when the configuration in Cisco Unified CCX and Unified
CME are not synchronized. You can also use this tool to perform a comparison between the Cisco Unified CCX and Unified CME configurations. For example, if the router configuration does not match the configuration stored in the Cisco
Unified CCX database, you can run the validate tool to verify the missing information.
Tip
You can only run this tool when Unified CME is accessible from Cisco Unified
CCX.
Caution
This tool does not perform the resynchronization, it only points out the problems.
To validate the Unified CME and Cisco Unified CCX data, complete the following steps.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Unified CME Telephony.
The Unified CME Telephony Configuration web page opens, displaying the
Unified CME Telephony Provider web page.
Click the Validate Unified CME in Cisco Unified CCX Data hyperlink in the left pane.
A message prompts you to wait while the data is validated. The web page then refreshes itself to provide a summary and status of the validation.
5-8
Related Topics
•
Configuring a Unified CME Telephony Provider, page 5-9
•
Modifying the Unified CME Telephony Call Control Group, page 5-10
•
Modifying a Unified CME Telephony Trigger, page 5-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Provisioning the Unified CME Telephony Subsystem
Configuring a Unified CME Telephony Provider
The Unified CME Telephony provider opens a logical session with Unified CME to detect the state of the connection. This session verifies provider authentication, periodically exchanges heartbeats, and continues to monitor Unified CME availability after successful authentication.
Absence of the heartbeats might be caused by various issues. See the Cisco
Unified CCX Servicing and Troubleshooting Guide for more details.
The Unified CME Telephony Providers area of the Unified CME Telephony
Configuration web page is a configurable page that displays the latest configured information.
To modify the Unified CME Telephony subsystem, complete the following steps.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Unified CME Telephony.
The Unified CME Telephony Configuration web page opens, displaying the
Unified CME Telephone Provider pane.
The table below describes the read-only fields displayed in the Unified CME
Telephony Provider Configuration web page.
Field
Remote Unified CME
Telephony Port
Local Unified CME
Telephony Port
User Agent
Description
Enter the SIP port number used by Unified CME to communicate with
Cisco Unified CCX (default is 5060).
Enter the port number of any available port in Cisco Unified CCX.
Keep Alive Interval
Session Server ID
This read only field provides a description of the owner for this connection.
If a keep alive message is not received for more than the time period specified in this field, then the connection between Cisco Unified CCX and Unified CME is considered broken.
This read only field provides the auto-generated unique ID for the Cisco
Unified CCX server.
Cisco Unified CCX Administration Guide, Release 7.0(1)
5-9
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Provisioning the Unified CME Telephony Subsystem
Field Description
Transport Specify the required protocol to send the keep alive messages. Only the
TCP Protocol is accepted.
Outbound Trigger DN This user-specified trigger must be created before the Unified CME
Telephony triggers are created. Cisco Unified CCX uses this trigger to place calls outside of the Cisco Unified CCX.
Related Topics
•
Validating Unified CME and Cisco Unified CCX Data, page 5-8
•
•
Modifying the Unified CME Telephony Call Control Group, page 5-10
Modifying a Unified CME Telephony Trigger, page 5-10
Modifying the Unified CME Telephony Call Control Group
The Unified CME Telephony call control group is automatically added based on license. It is created when you upload the license. The number of channel equals the licensed IVR ports.
The Unified CME Telephony Call Control Group Information web page is read-only and cannot be modified.
Related Topics
•
Validating Unified CME and Cisco Unified CCX Data, page 5-8
•
•
Configuring a Unified CME Telephony Provider, page 5-9
Modifying a Unified CME Telephony Trigger, page 5-10
Modifying a Unified CME Telephony Trigger
Note
Unified CME Telephony triggers are only available if your system has a license installed for one of the following Cisco product packages: Unified IP IVR,
Unified CCX Standard, Unified CCX Enhanced, or Unified CCX Premium.
5-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Provisioning the Unified CME Telephony Subsystem
Unified CME Telephony triggers define the route point to which a directory number is associated. During the Cisco Unified CCX installation, the Unified
CME Telephony trigger is configured with the default Unified CME Telephony
Call Control Group, Route Pattern, and Media Termination Dialog group. You must modify these default Unified CME Telephony triggers to invoke application scripts in response to incoming contacts. A Unified CME Telephony trigger responds to calls that arrive on a specific route point by selecting telephony and media resources to serve the call and invoking an application script to handle the call.
Unified CME Telephony trigger settings include:
•
Directory Number information, such as the Voice Mail Profile and Calling
Search Space.
•
•
Application information, such as the application name to associate with the trigger.
Session information, such as the application to associate with the trigger,
Maximum Number of sessions allowed, and the Idle Timeout value.
To modify a Unified CME Telephony trigger, complete the following steps.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Unified CME Telephony.
The Unified CME Telephony Configuration web page opens, displaying the
Unified CME Telephony Call Control Group summary web page.
Note
You can access the Unified CME Telephony Configuration web page only when the Cisco Unified CCX Engine is running.
Cisco Unified CCX Administration Guide, Release 7.0(1)
5-11
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Provisioning the Unified CME Telephony Subsystem
Step 2
On the Unified CME Telephony Configuration navigation bar, click the Unified
CME Telephony Triggers hyperlink.
The Unified CME Telephony Trigger Configuration summary web page opens.
The table below describes the contents of the summary page.
Field
Directory Number
Application
Sessions
Enabled
Description
A unique phone number.
Application name to associate with the trigger.
Maximum number of simultaneous calls that the trigger can handle.
True if the trigger is enabled; False if the trigger is disabled.
Step 3
Step 4
Click the Add a New Unified CME Telephony Trigger hyperlink.
The Unified CME Telephony Trigger Configuration web page opens.
Use this web page to specify the following fields:
Page Area Field
Directory
Number
Directory Number
Description
A unique phone number. The value includes numeric characters, preceded or appended by the following special characters:
# * [ ] X -
Examples of valid Directory Numbers:
*#12#* or 12*23
Examples of invalid Directory Numbers:
91X+, 91X?, 91!, 813510[^0-5] as it contains a character other than numerical and allowed special characters or
8]90[-, as it doesn't conform with the rule that the square bracket ([ ]) characters enclose a range of values.
Note
See the Wild cards and Special Characters in Route
Patterns and Hunt Pilots section in the Cisco Unified
Communications Manager System Guide for more information.
5-12
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Provisioning the Unified CME Telephony Subsystem
Page Area Field
Trigger
Information
Language
Description
Drop-down menu, choose the default language to associate with the incoming call when the application is started.
Note
To add a Language option, click the Edit button. The User Prompt dialog box opens.
Enter a locale string value and click OK. The User Prompt dialog box closes, and the name of the language opens in the Language field in the Unified CME
Telephony Configuration web page.
Application Name Drop-down menu, choose the application to associate with the trigger.
Cisco Unified CCX Administration Guide, Release 7.0(1)
5-13
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Provisioning the Unified CME Telephony Subsystem
Page Area
Advanced
Trigger
Information
Field
Enabled
Description
Default = Enabled (Yes)
Radio buttons, choose the required option:
Yes - enable the trigger.
No - disable the trigger.
(Click on
Show More to see these settings.)
Maximum Number of sessions
The maximum number of simultaneous calls that this trigger can handle. The number is actually governed by the Unified
CM (10,000 for each separate line). However in the Cisco
Unified CCX platform, this number is restricted to the maximum number of sessions. Any call exceeding this number gets the busy tone (see the
Telephony Trigger” section on page 5-10 ).
Idle Timeout (in ms) Default = 5000ms. The number of milliseconds (ms) the system should wait before rejecting the Unified CME Telephony request for this trigger.
Call Control Group Default = Media Termination. A read-only field displaying the call control group to associate with the trigger. To override this default, select Yes in the Override Media Termination field.
Override Media
Termination
Description
By default, only one Unified CME Telephony Call Control
Group is (Default Call Control Group) is created during the setup process.
Default = Media Termination)
Radio buttons, choose the required option:
Yes - Override media termination.
No - Enable media termination.
If you select Yes, two panes open:
•
Selected Dialog Groups displays the default or selected group.
•
Available Dialog Groups lists the configured dialog groups. Use the left and right arrow to move the required dialog group to the Selected Dialog Group pane.
You can add dialog groups when adding a new dialog group via
ASR/TTS. Only two dialog groups are allowed to be added to
Unified CME deployment.
A read-only field providing the description of the trigger.
5-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Step 5
Managing Unified CME Users
Click Add (located at the top of the page).
The Unified CME Telephony Trigger Configuration summary web page opens, and displays the new Unified CME Telephony trigger.
Related Topics
•
Validating Unified CME and Cisco Unified CCX Data, page 5-8
•
Configuring a Unified CME Telephony Provider, page 5-9
•
Modifying the Unified CME Telephony Call Control Group, page 5-10
Managing Unified CME Users
Unlike Unified CM users, Unified CME users are configured and managed by
Cisco Unified CCX.
A Unified CME user can be assigned one of the following Cisco Unified CCX capabilities in Cisco Unified CCX: Administrator, Supervisor, Reporting, or
Agent.
This section includes the following topics:
•
Assigning Capability Views to Unified CME Users, page 5-15
•
Creating New Unified CME Users, page 5-16
Related Topics
•
The User Management Menu Option, page 22-10
•
About Cisco Unified CCX User Capabilities, page 17-2
Assigning Capability Views to Unified CME Users
You can assign a capability after you create the Unified CME user or when you are creating the Unified CME user. To assign a capability when creating a Unified
CME user, see
Creating New Unified CME Users, page 5-16 .
To assign a capability to a pre-existing Unified CME user in Cisco Unified CCX, complete the following steps.
Cisco Unified CCX Administration Guide, Release 7.0(1)
5-15
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Managing Unified CME Users
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, Tools > User
Management.
The User Configuration web page opens to display the following fields.
Field Description
User Id Unique identifier of the user for which the spoken name is to be uploaded.
First Name The first name for each Unified CME user. You can sort this field alphabetically.
Last Name
Capability
The last name for each Unified CME user. You can sort this field alphabetically.
The capability assigned for each Unified CME user. You can sort this field alphabetically.
Step 2
Step 3
Step 4
Step 5
In the left pane, click the required view under the Capability View title.
The corresponding view displays with two panes. The pane on the right always displays the list of Available Users and the left pane changes to display the users assigned to the selected view.
Change the users as required for each view using the arrow in either direction.
Your changes are displayed in this page and must be saved to the database.
Click Update to save the changes to the database
Repeat this process as needed to assign the required capability for each user.
Creating New Unified CME Users
You can create new Unified CME users form Cisco Unified CCX at any time.
When creating these users, you can simultaneously assign the capability level.
To create a new Unified CME user and to assign a capability in Cisco Unified
CCX, complete the following steps.
5-16
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Managing Unified CME Users
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, Tools > User
Management.
The User Configuration web page opens.
Click the Create New User hyperlink in the right pane of this page.
The User Configuration page refreshes to display the following fields.
Field
User ID
Description
Unique identifier for this new Unified CME user.
First Name The first name for this new Unified CME user.
Last Name
Name
Dialing
Password
The last name for this new Unified CME user.
An automatically generated field that concatenates the first and last name into a unique field to dial a name by function.
Confirm
Password
This filed cannot be empty. The password requires at least five alphanumeric characters.
Retype the password assigned in the previous field. Do not copy and paste the password.
PIN This filed cannot be empty. The pin is limited to five numbers and cannot be greater than 20 numbers.
Confirm PIN Retype the pin assigned in the previous field. Do not copy and paste the pin.
Capabilities
Selected
Capabilities
Available
Capabilities
The capability assigned for each Unified CME user is identified in this box. Use the arrow to assign the required capability for this new Unified CME user. If you wish to change the assigned capability at a later time, follow the procedure provided in the
“Assigning Capability Views to Unified CME Users” section on page 5-15 .
The list of capabilities that can be assigned for this new Unified CME user. Use the arrow in either direction to assign the required capability.
Step 3
After entering the information in the fields/boxes, click the Update button at the top of this web page.
Cisco Unified CCX Administration Guide, Release 7.0(1)
5-17
Chapter 5 Provisioning Cisco Unified CCX for Unified CME
Identifying Agent Directory Numbers
Step 4
The User Configuration page refreshes to dynamically display the newly-added
Unified CME user. The capabilities for the newly-added user are effective immediately.
Repeat this process as needed to assign other new users.
Changing Passwords and Pins
Unified CME users are configured and management by Cisco Unified CCX.
Therefore, in addition to the general privileges, a Cisco Unified CCX Application
User (http://<Cisco Unified CCX IP address>/Appuser) has the following additional privileges:
•
•
Change password
Change the pin
•
Upload the spoken name
To access the Cisco Unified CCX Supervisor web page, see
Unified CCX User Options Web page, page 17-10 .
Identifying Agent Directory Numbers
Directory numbers associated with Unified CCX agent phones must be configured in Unified CME. Identifying agent directory numbers in Unified CME is an ongoing task. See the Cisco Unified Communications Manager Express 4.2 New
Features document for more information.
5-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
6
Provisioning Telephony and Media
Resource provisioning information for the Cisco Unified CCX telephony and media subsystems are provided in the following sections:
•
•
•
•
•
About Cisco Unified CCX Telephony and Media, page 6-2
Provisioning the Unified CM Telephony Subsystem, page 6-5
Additional Unified CM Telephony Information, page 6-22
Provisioning the Cisco Media Subsystem, page 6-24
Provisioning ASR and TTS in Cisco Unified CCX, page 6-27
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-1
Chapter 6 Provisioning Telephony and Media
About Cisco Unified CCX Telephony and Media
About Cisco Unified CCX Telephony and Media
The Cisco Unified CCX system uses a telephony resource called Computer
Telephony Interface (CTI) ports to accept incoming calls and to place outbound calls. The Cisco Unified CCX system uses the following media resources to provide interactive services for calls:
•
Unified CM Telephony—The Cisco Unified CCX Engine uses the Unified
CM Telephony subsystem to send and receive calls from the Unified CM by interfacing with the CTI
Manager through the Unified CM Telephony client
.
•
•
•
•
Unified CME Telephony—The Cisco Unified CCX Engine uses the Unified
CME Telephony subsystem to open a logical session with Unified CME. This session verifies provider authentication, periodically exchanges heartbeats, and monitors Unified CME availability after successful authentication.
Cisco Media Termination (CMT)—The CMT channels provide media terminations in the Cisco Unified CCX for Unified CM/CME Telephony Call
Contacts. These channels enable the Cisco Unified CCX to play media to the connected party. DTMF digits are received out of band by the Unified
CM/CME Telephony subsystem.
MRCP Automated Speech Recognition (MRCP ASR)—The ASR media resource allows callers to use speech to navigate menus and to provide other information to Cisco Unified CCX applications.
MRCP Text-To-Speech (MRCP TTS)—The TTS media resource enables
Cisco Unified CCX applications to play back documents to callers as speech.
Note
Media resources are licensed and sold as Cisco Unified IP IVR
(Unified IP IVR) ports. Although you can provision more channels than you are licensed for, licensing is enforced at run-time. If more channels are provisioned than licensed, the system will not accept the extra calls, as doing so would violate your licensing agreements.
The Cisco Unified CCX system uses the concept of groups to share telephony and media resources among different applications:
•
Call control groups allow you to control how the system uses CTI ports. For example, you can reserve more ports for higher-priority applications or provide access to fewer ports for applications with less traffic.
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-2
Chapter 6 Provisioning Telephony and Media
About Cisco Unified CCX Telephony and Media
•
Media resource groups allow you to share media resources among different applications. For example, you can share ASR media resource groups with applications that collect caller information and applications that transfer calls to specific extensions.
The Cisco Unified CCX system also uses the concept of triggers, which are specified signals that invoke application scripts in response to incoming contacts.
Media Termination Groups
Media termination groups are associated with CTI port Groups.
During initial Cisco Unified CCX Setup, based on the licensed number of CTI ports, a default CTI port group and its associated media termination group is created. By default, every trigger is associated with this CTI Port Group and the corresponding media termination group.
Note
For Unified CME deployments, this will be the only available CTI Port Group.
But in the Unified CM deployments, you can create and use additional CTI Port
Groups as required.
If a CTI port group is selected to support media termination and if the number of channels are identical to both groups, then the CTI port group is automatically created in the background. This auto creation feature eliminates the manual CTI port group creation process.
If you elect to override media termination, then the call control channel chooses the media termination automatically. If you wish to select a new dialog group then you can have more than one media termination options. The options are used in the order displayed in the drop-down list (see
Telephony Call Control Group, page 6-10 ).
Provisioning Channels to Handle Calls
Cisco Unified CCX needs two types of channels to process calls:
•
A call control channel, which is provisioned through the Unified CM
Telephony subsystem and corresponds to CTI port resources in Unified CM.
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-3
Chapter 6 Provisioning Telephony and Media
About Cisco Unified CCX Telephony and Media
•
A media channel, which is provisioned through either the CMT subsystem or the MRCP subsystem and corresponds to the kernel resources for handling the media voice path with the caller.
Note
MRCP channels also correspond to additional resources on the MRCP server for performing speech recognition.
Cisco Unified CCX needs access to a channel of each type in order to successfully process a call. However, the capabilities of the two channel types are not identical.
For example, consider a Cisco Unified CCX system provisioned with a single
Unified CM Telephony call control channel (that is, a CTI port) and a single CMT channel. The system can handle one call at a time; when that call terminates, the system must reinitialize the channel resources before it can accept another call.
However, the time each channel takes to reinitialize is not equal—CMT channels take more time to reinitialize then CTI ports. For example:
•
The Unified CM Telephony call control channel may take approximately 1 millisecond to reinitialize
•
The CMT channel may take approximately 200 milliseconds to reinitialize.
This example implies that the system will not be able to accept a new incoming call for 200 milliseconds after the first call terminates; although the Unified CM
Telephony channel is available after one millisecond, the CMT channel is not and
Cisco Unified CCX needs both channels to process a call.
Such a delay can become an issue when a Cisco Unified CCX system is experiencing a high load condition or needs to handle a burst of incoming calls.
Consequently, CMT channels require a higher channel count provisioning.
Tip
To provision Cisco Unified CCX systems to handle burst calls equally among all required resources, you must configure approximately 10% more CMT channels than CTI ports, and approximately 10% more MRCP channels than ASR licenses.
6-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
Telephony and Media Resources Provisioning Checklist
To provision telephony and media resources, complete the following tasks:
Step
Step 1
Step 2
Step 3
Step 4
Task For instructions, see
Provision the Unified CM Telephony subsystem, which controls the telephony resources for the Cisco Unified
CCX system.
Provision the Cisco Media subsystem, which controls the CMT media resources for the Cisco Unified CCX system.
Provision the MRCP ASR subsystem, which controls the ASR media resources for the Cisco Unified CCX system.
Provision the MRCP TTS subsystem, which controls the
TTS media resources for the Cisco Unified CCX system.
Provisioning the Unified CM Telephony Subsystem
Note
The Unified CM Telephony subsystem is available if your system has a license installed for one of the following Cisco product packages: Unified IP IVR,
Unified CCX Standard, Unified CCX Enhanced, or Unified CCX Premium.
The Unified CM Telephony subsystem is the subsystem of the Cisco Unified
CCX Engine that sends and receives call-related messages from the Unified CM
CTI Manager through the Unified CM Telephony client. To enable your Cisco
Unified CCX server to handle Cisco Unified Communications requests, you will need to provision the Unified CM Telephony subsystem.
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-5
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
Note
In previous versions of Cisco Unified CCX, it was necessary to configure Unified
CM Telephony information using Unified CM. In Cisco Unified CCX Release 4.0 and later, Unified CM Telephony configuration tasks are performed directly through Cisco Unified CCX Administration web pages.
To provision the Unified CM Telephony subsystem, complete the following tasks:
Step Task
1 Resynchronize Unified CM Telephony versions.
2
3
4
•
•
Resynchronizing the Unified CM Telephony Data, page 6-6
Resynchronizing the Cisco JTAPI Client, page 6-7
Configure a Unified CM Telephony Provider, if not already configured. Specify the server on which the
Cisco Media Convergence Server (Cisco MCS) is running Unified
CM CTI Manager, and provide a Unified CM user ID and password.
Provision Unified CM Telephony call control groups. Unified CM
Telephony call control groups pool together a series of CTI ports, which the system then uses to serve calls as they arrive at the Cisco
Unified CCX server.
Provision a Unified CM Telephony trigger. Unified CM Telephony triggers invoke application scripts in response to incoming contacts.
For instructions, see
CM Telephony Provider, page 6-8
and
Telephony Information, page 4-8
Related Topics
Additional Unified CM Telephony Information, page 6-22
Resynchronizing the Unified CM Telephony Data
This resynchronizing process ensures that the Unified CM Telephony user, the call control groups, and the triggers matches the version of Unified CM being used.
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-6
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
To resynchronize the Unified CM Telephony data, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Unified CM Telephony.
The Unified CM Telephony Call Control Group Configuration web page opens, displaying the summary web page.
Click the Data Resync hyperlink in the left pane.
A new window opens with two options: Check and Synchronize.
Click on Check to verify if data inconsistencies exist between Cisco Unified CCX and Unified CM.
If inconsistencies exist, you will receive a report with the inconsistencies highlighted in red.
Review the inconsistencies and click Synchronize to correct these inconsistencies.
You are now ready to provision a Unified CM Telephony trigger.
Related Topics
•
Configuring a Unified CM Telephony Provider, page 6-8
•
Adding a Unified CM Telephony Trigger, page 6-15
•
Additional Unified CM Telephony Information, page 6-22
Resynchronizing the Cisco JTAPI Client
During the resynchronizing process, an additional check (effective Cisco Unified
CCX Release 5.0) ensures that the Unified CM Telephony Client (also known as the Cisco JTAPI Client) are the same between the clients installed on the Cisco
Unified CCX node and the Cisco JTAPI Client installer. If the Cisco Unified CCX platform detects a mismatch, the system downloads and installs the compatible/required installer version.
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-7
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
Note
Please ensure to stop the Cisco CRS Node manager from the windows service manager before uninstalling the JTAPI client manually. If you have uninstalled the JTAPI client manually without stopping the Cisco CRS Node manager, then reboot the server before performing the JTAPI resync from Appadmin.
To resynchronize the Cisco JTAPI Client, complete the following steps.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Unified CM Telephony.
The Unified CM Telephony Call Control Group Configuration web page opens, displaying the summary web page.
Click the Cisco JTAPI Resync hyperlink in the left pane.
The window refreshes to display the incompatible installaer information.
At this point, it automaticlly downloads the new installer, if required.
You are now ready to provision a Unified CM Telephony trigger.
Related Topics
•
Configuring a Unified CM Telephony Provider, page 6-8
•
•
Adding a Unified CM Telephony Trigger, page 6-15
Additional Unified CM Telephony Information, page 6-22
Configuring a Unified CM Telephony Provider
The Unified CM Telephony Providers area of the Unified CM Telephony
Configuration web page is a read-only page that displays the latest configured information.
6-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
Secondary Unified CM
Telephony Provider
User Prefix
Caution
Some setups may prevent the Unified CM directory administrator from creating new Unified CM Telephony providers in a multi-server configuration. If this setup applies to you, be sure to delete preexisting Unified CM Telephony providers before creating new Unified CM Telephony providers. For example, if the Unified
CM Telephony provider prefix is cmtelephony and you have a two-server configuration (node_id1 and node_id2), then you must delete both
cmtelephony_<node_id1> and cmtelephony_<node_id2>. If you do not verify and delete preexisting Unified CM Telephony providers, the Unified CM
Telephony subsystem issues an error and will not allow you to create Unified CM
Telephony providers from the Unified CM Telephony Provider Configuration web page.
To modify the Unified CM Telephony subsystem, click the Modify Unified CM
Telephony Provider Information hyperlink (see
Telephony Information, page 4-8 ).
The table below describes the read-only fields displayed in the Unified CM
Telephony Provider Configuration web page.
Field Heading
Primary Unified CM
Telephony Provider
Description
Read-only field displaying the IP address of the first (of two) Cisco
Media Convergence Server (Cisco MCS) running Unified CM CTI
Manager in the cluster.
Read-only field displaying the IP address of the second (of two) Cisco
Media Convergence Server (Cisco MCS) running Unified CM CTI
Manager in the cluster.
Read-only field displaying the user prefix for the Unified CM user IDs created in Unified CM.
Related Topics
•
Resynchronizing the Cisco JTAPI Client, page 6-7
•
•
Adding a New Unified CM Telephony Call Control Group, page 6-10
Additional Unified CM Telephony Information, page 6-22
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-9
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
•
Modifying Unified CM Telephony Information, page 4-8
Adding a New Unified CM Telephony Call Control Group
The Cisco Unified CCX system uses Unified CM Telephony call control groups to pool together a series of CTI ports, which the system uses to serve calls as they arrive at the Cisco Unified CCX server. You can create multiple Unified CM
Telephony call control groups in order to share and limit the resources to be used by specific applications.
Note
The Unified CM Telephony Call Control Group area automatically opens in the
Unified CM Telephony Configuration web page when you first choose the Unified
CM Telephony menu option from the Subsystems menu when the Unified CM
Telephony Provider is configured. If the Unified CM Telephony Provider is
not
configured, the Unified CM Telephony Provider configuration page displays.
To configure a new Unified CM Telephony call control group, complete the following steps.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Unified CM Telephony.
The Unified CM Telephony Configuration web page opens, displaying the Unified
CM Telephony Call Control Group summary web page.
Click the Add a New Unified CM Telephony Call Control Groups hyperlink.
The Unified CM Telephony Call Control Group Configuration web page opens.
Use this web page to specify the following information:
6-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
Page Area
Group
Information
Field
Group ID
Description
Corresponds to the trunk group number reported to Cisco Unified
Intelligent Contact Management Enterprise (Unified ICME) when the Cisco Unified CCX server is part of the Unified ICME solution. Accept the automatic Group ID or enter a unique value.
Note
If a Stop icon displays beside the Group ID (on the
Unified CM Call Control Group Configuration list page), it indicates that the data is invalid or out of sync with
Unified CM data; if a Head icon displays, then the Group is valid.
Number of CTI Ports assigned to the group.
Number of CTI
Ports
Note
If this field is set to <n>, the system creates <n> ports for each Cisco Unified CCX Engine node (node in which
Cisco Unified CCX Engine component is enabled).
Media Termination
Support
Enables the auto-creation of media termination groups.
Yes = provides automatic media termination if the CTI port group is successful (see
Media Termination Groups, page 6-3 ).
No = Media termination port group is not created (default).
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-11
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
Page Area
Directory
Number
Field
Starting Directory
Number
Device Name
Prefix
Description
A unique phone number. The value can include numeric characters and special characters (#) and (*).
The specified number of ports will be created starting from the value specified in this field.
The Directory Number that you enter can appear in more than one partition.
Note
When a pattern is used as a Directory Number, the phone display and the caller ID display on the dialed phone will contain characters other than digits. To avoid this, provide a value for Display (Internal Caller ID), Line Text Label, and External Phone Number Mask.
The Device Name Prefix (DNP) used in the name that will be given all of the CTI Ports in this group.
The CTI ports for this port group is restricted to a maximum of 5 characters and has the following format:
<deviceprefix>_<
directoryno
>
For example, if the Device Name Prefix is CTP and the starting
Directory Number is 7000, then the CTI Port that is created in
Unified CM can have the device name CTP_7000.
Advanced Configuration (only available if you click Show More).
Group
Configuration
Description
Directory
Number
Alerting Name
ASCII
Description of the Group ID. Press the Tab key to automatically populate the Description field.
This information is automatically populated based on the configuration in the Unified CM setup and displays the ASCII name filed used in one of the following situations:
•
if the device is not capable of handling the Unicode strings
Device Pool
•
•
if the locals on end point devices do not match if the Unicode string is not specified
The device pool - sets of common characteristics for devices, such as region, date/time group, softkey template, and MLPP information - to which you want to assign this phone.
6-12
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
Page Area
Directory
Number
(continued)
Directory
Number
Setting
Field
DN Calling Search
Space
Redirect Calling
Search Space
Media Resource
Group List
Description
A collection of partitions that are searched to determine how a dialed number should be routed. The calling search space for the device and the calling search space for the directory number get used together. The directory number calling search space takes precedence over the device calling search space.
Note
For more information, see the Cisco Unified
Communications Manager System Guide.
A collection of partitions that are searched to determine how a redirected call should be routed.
A prioritized grouping of media resource groups. An application chooses the required media resource, such as a Music On Hold server, from the available media resources according to the priority order that is defined in a Media Resource Group List.
If you choose <none>, Unified CM uses the Media Resource
Group that is defined in the device pool.
Location
Partition
The Cisco Unified Communications phone location setting specifies the total bandwidth that is available for calls to and from this location. A location setting of HUB_NONE means that the location feature does not keep track of the bandwidth that this
Cisco Unified Communications phone consumes.
The partition the Directory Number belongs to. The Directory
Number field value must be unique within the partition that you choose.
If you do not want to restrict access to the Directory Number, select <None> as the partition setting.
Voice Mail Profile A list of profiles defined in the Voice Mail Profile Configuration.
Presence Group
The first option is <None>, which is the current default Voice
Mail Profile that is configured in the Voice Mail Profile
Configuration.
A list of groups to integrate the device with the iPass server (a component running on Unified CM, provides information on the presence of various devices). The device or line information is provided to integrating applications.
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-13
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
Page Area
Setting
(continued)
Field
Require DTMF
Reception
AAR Group
User Hold Audio
Source
Network Hold
Audio Source
Description
A Unified CM radio button to determine if DTMF reception is required. Yes is selected by default. If you select No, a warning message is displayed.
Automated Alternate Routing (AAR) group for this device. The
AAR group provides the prefix digits that are used to route calls that are otherwise blocked due to insufficient bandwidth. An
AAR group setting of <None> specifies that no rerouting of blocked calls will be attempted.
Audio source heard by the caller when the Cisco Unified CCX
Script places the caller on hold via the Hold Step (when the user presses the hold key).
Audio source heard by the caller will when Cisco Unified CCX performs a Consult Transfer (when Unified CCX calls an agent).
Use this entry for the .wav file (for example, .wav file playing a ring back tone) to be played to the caller during this Consult
Transfer.
Call Forward and Pickup
Settings
Call Pickup Group The number that can be dialed to answer calls to this directory number in the specified partition.
Display Use a maximum of 30 alphanumeric characters. Typically, use the user name or the directory number (if using the directory number, the person receiving the call may not see the proper identity of the caller).
External Phone
Number Mask
Leave this field blank to have the system display the extension.
Phone number (or mask) that is used to send Caller ID information when a call is placed from this line.
You can enter a maximum of 30 number and X characters. The X characters represent the directory number and must appear at the end of the pattern. For example, if you specify a mask of
972813XXXX, an external call from extension 1234 displays a caller ID number of 9728131234.
Step 4
Click Update to create the specified number of CTI ports starting with
<Starting Directory Number>. After creating the CTI ports, the respective CTI ports will be associated to the Unified CM Telephony user configured in the
Unified CM Telephony Provider page.
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-14
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
Step 5
Note
For example, if the starting Directory Number is 2000 and the number of
CTI ports is 5, then it will try to create a CTI port with Line Numbers from
2000. If Line Number 2000 is used by any device, then it will try to create a CTI port with Line Number 2001 and so on. The process is complete when five CTI ports are created. The list of configured CTI ports are displayed in the Number of CTI Ports field.
Click Add.
The Unified CM Telephony Call Control Group Configuration summary web page opens. The call control group you have just added appears in the Group ID column.
You are now ready to provision a Unified CM Telephony trigger.
Related Topics
•
Resynchronizing the Cisco JTAPI Client, page 6-7
•
Configuring a Unified CM Telephony Provider, page 6-8
•
•
Adding a Unified CM Telephony Trigger, page 6-15
Additional Unified CM Telephony Information, page 6-22
Adding a Unified CM Telephony Trigger
Note
Unified CM Telephony triggers are only available if your system has a license installed for one of the following Cisco product packages: Unified IP IVR,
Unified CCX Standard, Unified CCX Enhanced, or Unified CCX Premium.
You must configure Unified CM Telephony triggers to invoke application scripts in response to incoming contacts. A Unified CM Telephony trigger responds to calls that arrive on a specific route point by selecting telephony and media resources to serve the call and invoking an application script to handle the call.
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-15
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
Unified CM Telephony trigger settings include:
•
•
Session information, such as the application to associate with the trigger,
Maximum Number of sessions allowed (see
Media Termination Groups, page 6-3
), and the Idle Timeout value.
CTI information, such as a CTI port device and CTI route points for each call
Cisco Unified CCX simultaneously places or accepts.
•
Directory Number information, such as the Voice Mail Profile and Calling
Search Space.
Call Forward and Pickup instructions.
•
To add and configure a Unified CM Telephony trigger, complete the following steps.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Unified CM Telephony.
The Unified CM Telephony Configuration web page opens, displaying the Unified
CM Telephony Call Control Group summary web page.
Note
You can access the Unified CM Telephony Configuration web page only when the Cisco Unified CCX Engine is running.
6-16
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
Step 2
On the Unified CM Telephony Configuration navigation bar, click the Unified
CM Telephony Triggers hyperlink.
The Unified CM Telephony Trigger Configuration summary web page opens.
The table below describes the contents of the summary page.
Field Description
Route Point Available CTI route point, which is the directory number associated with the trigger.
Note
If a Stop icon displays beside the Route Point in the Unified CM Telephony
Configuration list page, it indicates that the data is invalid or out of sync with
Unified CM data. This also occurs if the Enabled column displays false; to enable the trigger and edit the Unified CM Telephony trigger configuration.
The Head icon indicates that this group is valid.
Application Application name to associate with the trigger.
Sessions Maximum number of simultaneous calls that the trigger can handle.
Enabled True if the trigger is enabled; False if the trigger is disabled.
Step 3
Click the Add a New Unified CM Telephony Trigger hyperlink.
The Unified CM Telephony Trigger Configuration web page opens.
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-17
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
Step 4
Use this web page to specify the following fields:
Field
Directory Number
Directory Number
Description
A unique phone number. The value includes numeric characters, preceded or appended by the following special characters:
# * [ ] X -
Examples of valid Directory Numbers:
*#12#* or 12*23
Examples of invalid Directory Numbers:
91X+, 91X?, 91!, 813510[^0-5] as it contains a character other than numerical and allowed special characters or
8]90[-, as it doesn't conform with the rule that the square bracket ([ ]) characters enclose a range of values.
Note
See the Wildcards and Special Characters in Route Patterns and Hunt
Pilots section in the Cisco Unified Communications Manager System
Guide for more information.
Trigger Information
Language
Note
Drop-down menu, choose the default language to associate with the incoming call when the application is started.
To add a Language option, click the Edit button. The User Prompt dialog box opens.
Enter a locale string value and click OK. The User Prompt dialog box closes, and the name of the language opens in the Language field in the Unified CM Telephony Configuration web page.
Application Name
Device Name
Drop-down menu, choose the application to associate with the trigger.
A unique identifier for this device, consisting of alphanumeric characters, dots, dashes, or underscores.
Description A descriptive name for the CTI route point.
Call Control Group Drop-down menu, choose the call control group to associate with the trigger.
Advanced Configuration (only available if you click Show More).
Advanced Trigger Information
6-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
Field
Enabled
Maximum Number of sessions
The maximum number of simultaneous calls that this trigger can handle. The number is actually governed by the Unified CM (10,000 for each separate line).
However in the Cisco Unified CCX platform, this number is restricted to the maximum number of sessions. Any call exceeding this number gets the busy tone (see the
“Adding a Unified CM Telephony Trigger” section on page 6-15
).
Idle Timeout (in ms) The number of milliseconds (ms) the system should wait before rejecting the
Unified CM Telephony request for this trigger.
Override Media
Termination
Description
Radio buttons, choose the required option:
Yes - enable the trigger.
No - disable the trigger.
Radio buttons to choose the required options:
Yes - Override media termination.
No - Enable media termination (default).
If you select Yes, two panes open:
•
Selected Dialog Groups displays the default or selected group.
•
Available Dialog Groups lists the configured dialog
CTI Route Point Information
Alerting Name ASCII This information is automatically populated based on the configuration in the
Unified CM setup and displays the ASCII name filed used in one of the following situations:
•
•
if the device is not capable of handling the Unicode strings if the locals on end point devices do not match
Device Pool
•
if the Unicode string is not specified
The device pool to which you want to assign this route point. A device pool defines sets of common characteristics for devices, such as region, date/time group, softkey template, and MLPP information.
Location The total bandwidth that is available for calls to/from this location. A location setting of HUB_NONE indicates that the locations feature does not keep track of the bandwidth used by this route point.
Directory Number Settings
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-19
Chapter 6 Provisioning Telephony and Media
Provisioning the Unified CM Telephony Subsystem
Field
Partition
Description
The partition to which the Directory Number belongs. The Directory Number field value must be unique within the partition that you choose.
If you do not want to restrict access to the Directory Number, select <None> as the partition setting.
A list of profiles defined in the Voice Mail Profile Configuration. Voice Mail Profile
The first option is <None>, which is the current default Voice Mail Profile that is configured in the Voice Mail Profile Configuration.
Calling Search Space A collection of partitions that are searched for numbers that are called from this directory number. The specified value applies to all devices that use this directory number.
Note
Changes to this field result in an update of the numbers listed in the Call
Pickup Group field.
You can configure calling search space for Forward All, Forward Busy,
Forward No Answer, and Forward on Failure directory numbers. The value you choose applies to all devices that are using this directory number.
If you set the Forward All Calling Search Space field to <None>, Unified CM uses the calling search spaces of the line and the phone when the user forwards calls by using the Cisco IP Phone User Options windows or the CFwdAll softkey on the phone.
To restrict users from forwarding calls on their phones, choose a restrictive calling search space from the Forward All Calling Search Space field.
For example, assume you have two calling search spaces: Building and PSTN. Building only allows users to call within the building, while PSTN allows users to call both in and outside the building. You could assign the phone to the Building calling search space and the line on your phone to the PSTN calling search space. If you set the Call Forward All calling search space to <None>, Unified CM can forward calls to any number within the PSTN or building calling search spaces. To prevent a user from forwarding calls to numbers outside the building, set the Call Forward All calling search space to
Building. For more information, see the Cisco Unified Communications Manager System Guide.
Presence Group A list of groups to integrate the device with the iPass server. The device/line information is provided to integrating applications.
Call Forward and Pickup Settings
6-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 6 Provisioning Telephony and Media
Field
Forward Busy
Display
External Phone
Number Mask
Provisioning the Unified CM Telephony Subsystem
Description
Check one of the following options:
Voice Mail - Check this box to use settings in the Voice Mail Profile
Configuration window.
Note
When this box is checked, Unified CM ignores the settings in the
Destination box and Calling Search Space.
Destination: to use any disable phone number, including an outside destination.
Calling Search Space: to apply the above setting all devices that are using this directory number.
Use a maximum of 30 alphanumeric characters. Typically, use the user name or the directory number (if using the directory number, the person receiving the call may not see the proper identity of the caller). Leave this field blank to have the system display an extension.
Phone number (or mask) that is used to send Caller ID information when a call is placed from this line.
You can enter a maximum of 30 number and X characters. The X characters represent the directory number and must appear at the end of the pattern. For example, if you specify a mask of 972813XXXX, an external call from extension 1234 displays a caller ID number of 9728131234.
Step 5
Click Add.
The Unified CM Telephony Trigger Configuration summary web page opens, and displays the new Unified CM Telephony trigger.
Related Topics
•
Resynchronizing the Cisco JTAPI Client, page 6-7
•
Configuring a Unified CM Telephony Provider, page 6-8
•
•
Adding a New Unified CM Telephony Call Control Group, page 6-10
Additional Unified CM Telephony Information, page 6-22
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-21
Chapter 6 Provisioning Telephony and Media
Additional Unified CM Telephony Information
Additional Unified CM Telephony Information
This section includes the following topics:
•
Provisioning Unified CM Telephony Triggers for Unified CCX Queuing, page 6-22
•
•
Resynchronizing Unified CM Telephony Information, page 6-22
Unified CM Telephony Provider Migration, page 6-24
Provisioning Unified CM Telephony Triggers for Unified CCX
Queuing
When limiting the number of calls per application in Unified CCX applications, you need to take care to coordinate the Unified CM Telephony trigger Maximum
Number of Sessions limit with the Media Group session limit.
For example, say you are using Unified CCX for queuing calls and set the Unified
CM Telephony trigger Maximum Number of Sessions limit on Unified CCX to 4 and set the Call Forward and Pickup Settings to send the fifth call to voice mail.
To make this happen, you must configure the Media Group Session Limit to the identical setting (4). This will cause Unified CM to forward the next incoming call to voice mail (once the CTI New Call Accept timer setting expires).
The drawback of this approach is that you need to define more media groups for each application and you cannot share the same set of media groups across multiple applications.
Related Topics
Provisioning the Unified CM Telephony Subsystem, page 6-5
Resynchronizing Unified CM Telephony Information
If the Unified CM Telephony information (Unified CM Telephony users, CTI ports, triggers) in the Unified CM is missing or not in sync with Cisco Unified
CCX data, click the Resynchronize hyperlink on the Unified CM Telephony
Configuration pages. Cisco Unified CCX then:
•
Checks whether:
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-22
Chapter 6 Provisioning Telephony and Media
Additional Unified CM Telephony Information
•
–
The Unified CM Telephony users exist in Unified CM.
–
–
–
All the ports belonging to the Port Group exist in Unified CM.
The Port Group’s data is in sync with Ports data in Unified CM.
The Ports’ association to users are correct.
–
The Route Point exist in Unified CM.
–
–
The Triggers data is in sync with the Route Point data in the Unified CM.
The Route Points have been associated with all the Unified CM
Telephony users in Unified CM.
Synchronizes the data by:
–
Creating any missing users.
–
–
Creating any missing ports.
Modifying out-of-sync ports.
–
–
Associating CTI Ports to Unified CM Telephony users. (For example, associating CTI Ports created for Node 1 to the Unified CM Telephony
User for Node 1, and so forth.)
Creating any missing route points.
–
–
Modifying out-of-sync route points.
Associating route points to all the Unified CM Telephony users.
–
Automatically detects the Unified CM Telephony client used by the specified Unified CM server and installs this client on the Cisco Unified
CCX server.
Related Topics
Provisioning the Unified CM Telephony Subsystem, page 6-5
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-23
Chapter 6 Provisioning Telephony and Media
Provisioning the Cisco Media Subsystem
Unified CM Telephony Provider Migration
If you need to migrate to a new Unified CM (or Unified CM cluster), enter the new
Unified CM host name/IP address, user prefix and password. If Cisco Unified
CCX is able to contact the new Unified CM, it will present three options:
•
Remove all the Unified CM Telephony Information (Unified CM Telephony
Users, Unified CM Telephony Port Groups, Unified CM Telephony Triggers) from the current Unified CM and create all new Unified CM Telephony
Information in the new Unified CM.
•
•
If you choose this option and any of the Unified CM Telephony users or triggers already exist on the new Unified CM, the migration process stops and a message displays indicating the reason. However, if any of the CTI Ports in a PG already exist in the new Unified CM, the migration will proceed, as it will not use the existing CTI Port and will try to use the next available CTI
Port number.
Update only the Unified CM Telephony Provider information. If you choose this option, the provider information is only stored in the Cisco Unified CCX configuration datastore and not in Cisco Unified CM. You will need to recreate all Port Groups and triggers.
Cancel the entire operation.
Related Topics
Provisioning the Unified CM Telephony Subsystem, page 6-5
Provisioning the Cisco Media Subsystem
The Cisco Media subsystem is a subsystem of the Cisco Unified CCX Engine. The
Cisco Media subsystem manages the CMT media resource. CMT channels are required for Cisco Unified CCX to be able to play or record media.
The Cisco Media subsystem uses dialog groups to organize and share resources among applications. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller, during which the caller responds to automated prompts by pressing buttons on a touch-tone phone.
6-24
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 6 Provisioning Telephony and Media
Provisioning the Cisco Media Subsystem
Note
The built-in grammars and grammar options that are supported by Cisco Unified
CCX when using an MRCP dialog channel is determined by the MRCP speech software you purchase. Refer to the software vendor for information about what built-in grammars and features are supported.
To enable your Cisco Unified CCX applications to handle simple DTMF-based dialog interactions with customers, you will need to provision the Cisco Media subsystem to configure CMT dialog groups.
Caution
All media termination strings begin with
auto
and contain the same ID as the call control group—not the CMT dialog group. If the default media termination is configured and the ID differs, follow the procedure provided in the
CMT Dialog Control Group” section on page 6-25
.
Related Topics
•
Adding a New Unified CM Telephony Call Control Group, page 6-10
•
The Cisco Media Menu Option, page 20-25
Adding a CMT Dialog Control Group
To add a CMT dialog control group, complete the following steps.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Cisco Media.
The CMT Dialog Group Configuration summary web page opens. Any preconfigured entry is listed on this page along with the Group ID, Description and Channel information.
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-25
Chapter 6 Provisioning Telephony and Media
Provisioning the Cisco Media Subsystem
-
Field
GroupID
Description
Channels
Description
The unique Group ID associated with the media.
CMT group description.
Note
The ID in the this field need not necessarily match the
CMT group ID.
Number of channels associated with the group.
Step 2
Step 3
Click the Add a New CMT Dialog Control Group hyperlink.
The CMT Dialog Group Configuration web page opens.
Use this web page to specify the following fields.
Field Description
Group ID
Description
A Group ID value unique within all media group identifiers, including ASR group identifiers
This field automatically populates when you use the Tab key to access it.
Number Of Licensed IVR ports Display only. Number of licensed IVR ports.
Maximum Number Of Channels Maximum number of channels associated with this group.
Note
You can specify any value for Maximum Number Of
Channels, but restrictions are placed on the system when a call is made. This restriction is imposed by the number of licensed IVR ports on your system.
Step 4
Click Add.
The CMT Dialog Group Configuration summary web page opens, displaying the new CMT dialog group.
You are now ready to provision MRCP ASR and MRCP TTS subsystems.
Related Topics
•
Provisioning the Cisco Media Subsystem, page 6-24
6-26
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 6 Provisioning Telephony and Media
Provisioning ASR and TTS in Cisco Unified CCX
•
The Cisco Media Menu Option, page 20-25
Provisioning ASR and TTS in Cisco Unified CCX
Cisco Unified CCX supports ASR and TTS through two subsystems:
•
•
MRCP ASR—This subsystem allows users to navigate through a menu of options by speaking instead of pressing keys on a touch-tone telephone.
MRCP TTS—This subsystem converts plain text (UNICODE) into spoken words in order to provide a user with information or prompt a user to respond to an action.
Related Topics
•
Before You Provision ASR/TTS, page 6-27
•
•
Provisioning the MRCP ASR Subsystem, page 6-28
Provisioning the MRCP TTS Subsystem, page 6-35
Before You Provision ASR/TTS
It is the responsibility of the customer to perform the following tasks:
•
Order ASR/TTS speech servers from Cisco-supported vendors.
Note
See the Cisco Unified CCX (Cisco Unified CCX) Software and
Hardware Compatibility Guide at the following web site: http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/ products_device_support_tables_list.html
•
•
•
Work with the ASR/TTS vendor to size the solutions.
Provision, install, and configure the ASR/TTS vendor software.
Before uploading a ASR/TTS script to Cisco Unified CCX Administration, validate the script against the capabilities and specifications supported by the
ASR/TTS vendor.
In addition, please note the following guidelines regarding Cisco Unified CCX deployment with ASR/TTS speech servers:
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-27
Chapter 6 Provisioning Telephony and Media
Provisioning ASR and TTS in Cisco Unified CCX
•
•
•
Do not install ASR/TTS applications on a server that is running a Cisco
Unified CCX component.
Do not install ASR/TTS applications on a server that is running Cisco Unified
CM.
Do not install ASR/TTS software from different vendors on the same server.
Provisioning the MRCP ASR Subsystem
The MRCP ASR subsystem allows users to navigate through a menu of options by speaking instead of pressing keys on a touch-tone telephone. When a user calls local directory assistance, for example, ASR can prompt the user to say the city and state in which to locate the information, then connect the user to an appropriate operator.
To provision the MRCP ASR subsystem, define the following information:
•
MRCP ASR Providers—Information about the vendor of your speech server, including the number of licenses and the grammar type (see
Provisioning MRCP ASR Providers, page 6-29
).
Note
If you delete an ASR/TTS provider and all of its associated servers and then create a new ASR/TTS provider, its status might become
IN_SERVICE immediately, even before you create any servers for it. In this situation, click Refresh for that ASR/TTS provider, or click Refresh
All. These actions change the status of the ASR/TTS provider to
OUT_OF_SERVICE.
•
•
MRCP ASR Servers—Information about the ASR server’s name, port
location, and available languages (see Provisioning MRCP ASR Servers, page 6-30 ).
MRCP ASR Groups— Information about the MRCP ASR dialog control groups and associated locales, which enable Cisco Unified CCX applications to use speech recognition (see
Provisioning MRCP ASR Dialog Groups, page 6-32 ).
Related Topics
•
Before You Provision ASR/TTS, page 6-27
6-28
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 6 Provisioning Telephony and Media
Provisioning ASR and TTS in Cisco Unified CCX
•
Provisioning the MRCP TTS Subsystem, page 6-35
Provisioning MRCP ASR Providers
Use the MRCP ASR Provider Configuration web page to specify information about the vendor of your speech server.
Note
After you update MRCP ASR/TTS Providers, Servers, and Groups, the corresponding Provider needs to be Refreshed for changes to take effect. The
Cisco Unified CCX Engine does not need to be restarted. However, during a
Refresh, Unified CM Telephony triggers using affected groups will fall back to the dialog group that is configured and the MRCP Provider being refreshed will go OUT_OF_SERVICE until the reload is complete.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Subsystem >
MRCP ASR.
The MRCP ASR Providers list web page opens, displaying the list of currently configured MRCP Providers, licenses, and the corresponding status.
Field Description
Provider MRCP ASR Providers configured by the Cisco Unified CCX
Administrator.
License The number of ASR port licenses purchased from the ASR vendor.
Status Status or state of the subsystem.
Step 2
Click the Add MRCP ASR Provider hyperlink.
The MRCP ASR Provider Configuration web page opens.
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-29
Chapter 6 Provisioning Telephony and Media
Provisioning ASR and TTS in Cisco Unified CCX
Step 3
Use this web page to specify the following fields.
Field
Provider Name
Description
Enter the name of the MRCP ASR provider supported by Cisco Unified
CCX.
Number of Provider Licenses The number of ASR port licenses purchased from the ASR vendor.
Grammar Variant Vendor-specific grammar setting. Valid options:
•
•
•
Nuance Open Speech Recognizer servers (OSR 3.1.x)
Nuance 8.5 ASR servers (Nuance)
IBM WVS ASR servers (2003 SISR)
Step 4
Click Add to apply changes.
Your changes appear in the MRCP ASR Providers List page. You are now ready to provision MRCP ASR Servers.
Related Topics
•
Provisioning MRCP ASR Servers, page 6-30
•
Provisioning MRCP ASR Dialog Groups, page 6-32
Provisioning MRCP ASR Servers
Use the MRCP ASR Server Configuration web page to specify information about the speech server’s name, port location, and available language.
Note
You must have a MRCP ASR Provider defined before you can provision a MRCP
ASR Server.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Subsystem >
MRCP ASR.
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-30
Chapter 6 Provisioning Telephony and Media
Step 2
Provisioning ASR and TTS in Cisco Unified CCX
The MRCP ASR Configuration summary web page opens, displaying the MRCP
Providers area.
Click the MRCP ASR Servers hyperlink.
The MRCP ASR Server List web page opens to display a list of previously configured servers, if applicable.
Column
Sever Name
Port Name
Description
Host name or IP address of the server in which the ASR server software is installed.
TCP port numbers used to connect to a MRCP server:
•
Nuance SWMS Server - 4900
•
•
Nuance MRCP Server - 554
IBM WVS - 554
Provider Name The MRCP ASR Provider to which this server is associated.
Status Status or state of the subsystem.
Step 3
Step 4
Click the Add MRCP ASR Server hyperlink.
The MRCP ASR Server Configuration web page opens.
Use this web page to specify the following fields.
Field
Server Name
Description
Provider Name Drop-down list. Select the name of the MRCP ASR Provider to which this server is associated.
Host name or IP address of the server the MRCP ASR server software is installed on.
Port Number TCP port numbers used to connect to a MRCP server:
•
Nuance SWMS Server - 4900
•
•
Nuance MRCP Server - 554
IBM WVS - 554
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-31
Chapter 6 Provisioning Telephony and Media
Provisioning ASR and TTS in Cisco Unified CCX
Field
Provider Name Select the name of the MRCP ASR Provider this server is associated with from the drop down list.
Locales
Description
Languages supported by the ASR Provider. Select a language (or multiple languages) from the drop-down list and click Add Language; the selected language appears in the Enabled Language list.
Note
Use the check box to disable/enable a language.
Step 5
Click Add to apply changes.
Your changes appear in the MRCP ASR Server list web page. You are now ready to provision MRCP ASR Groups.
Related Topics
•
Provisioning MRCP ASR Providers, page 6-29
•
Provisioning MRCP ASR Dialog Groups, page 6-32
Provisioning MRCP ASR Dialog Groups
Use the MRCP Groups Configuration web page to specify information about
MRCP ASR dialog control groups, which enable Cisco Unified CCX applications to use speech recognition.
Note
You must have a MRCP ASR Provider defined before you can provision a MRCP
ASR Group. Also, you should configure MRCP ASR Servers for the specific
MRCP Provider before configuring the MRCP ASR Groups. This allows users to configure languages for the groups based on the languages supported by the configured servers.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Subsystem >
MRCP ASR.
6-32
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 6 Provisioning Telephony and Media
Step 2
Provisioning ASR and TTS in Cisco Unified CCX
The MRCP ASR Providers list web page opens, displaying the MRCP Providers area.
Click the MRCP ASR Dialog Groups hyperlink.
The MRCP ASR Dialog Group Configuration web page opens to display a list of preconfigured entries, if applicable.
Field Description
Number Of Licensed IVR Ports Display only.
Group ID
Description
Identifier for the group.
Description of this dialog group.
Provider
Channels
Name of the MRCP ASR provider
Maximum number of sessions.
Step 3
Step 4
Click the Add MRCP ASR Dialog Control Group hyperlink.
The MRCP ASR Dialog Group Configuration web page opens.
Use this web page to specify the following fields:
Field
Group ID
Description
Description
Associated group ID.
Description of this dialog group.
Tip
Include languages that will be used by this Group to the description. Doing so will provide insight to the languages this Group uses when you set up the dialog group in the
Unified CM Telephony trigger configuration. This also ensures that the locales used by the application configured in the Unified CM Telephony trigger match the locales supported by the MRCP ASR dialog group being selected.
Number Of Provider Licenses Display only.
Number Of Licensed IVR
Ports
Display only.
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-33
Chapter 6 Provisioning Telephony and Media
Provisioning ASR and TTS in Cisco Unified CCX
Field Description
Maximum Number Of sessions Maximum number of sessions associated with this dialog group.
Note
You can assign any value for Maximum Number Of Channels, but restrictions are placed on the system when a call is made.
This restriction is imposed by the number of licensed IVR ports on your system.
Provider Name
Enabled Languages
Caution
Under heavy load, calls that utilize a channel from an
MRCP ASR Dialog Control Group, might have a reduced call completion rate as the MRCP channels used by calls can take some additional time to clean up all the sessions set up with MRCP resources. To address this situation, you can overprovision the value of this field by a factor of 1.2 or by an additional 20 percent. For example, if your application requires 100 MRCP ASR channels, then modify the value in this field to be 120 MRCP ASR channels.
Select a MRCP Provider name from the drop-down list that contains a list of all previously defined provider names.
Select the language(s) that you wish to configure for this group from the list displayed.
The displayed languages represent the locales configured for all
MRCP ASR servers for the specified provider. If there are no MRCP
ASR servers configured, no languages are displayed. In this case, you will need to update the group configuration once MRCP ASR servers have been configured for the specified provider.
Step 5
Click Add to apply changes.
Your changes appear in the MRCP ASR Groups list web page.
6-34
Related Topics
•
Provisioning MRCP ASR Providers, page 6-29
•
Provisioning MRCP ASR Servers, page 6-30
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 6 Provisioning Telephony and Media
Provisioning the MRCP TTS Subsystem
Provisioning ASR and TTS in Cisco Unified CCX
The MRCP TTS subsystem converts plain text (UNICODE) into spoken words in order to provide a user with information or prompt a user to respond to an action.
For example, a company might use TTS to read back a customer’s name, address, and telephone number for verification before the company ships a requested product to the customer’s location. Or a customer might dial into a pre-designated phone number, access a voice portal, and listen to the latest weather report or stock quotes. TTS can also convert e-mail text to speech and play it back to the customer over telephone.
To provision the MRCP TTS subsystem, define the following information:
•
MRCP TTS Providers—Information about the vendor of your TTS system
(see
Provisioning MRCP TTS Providers, page 6-36 ).
Note
All. These actions change the status of the ASR/TTS provider to
.
•
•
MRCP TTS Servers—Information about the TTS server’s name, port location, and available languages (see
Provisioning MRCP TTS Servers, page 6-38 ).
MRCP TTS Default Genders—Information about the default gender setting for the Locales specified during TTS Server provisioning (
MRCP TTS Default Genders, page 6-39 ).
Note
You will need at least one MRCP TTS Provider for each vendor requiring TTS server installation.
Related Topics
•
Before You Provision ASR/TTS, page 6-27
•
Provisioning the MRCP ASR Subsystem, page 6-28
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-35
Chapter 6 Provisioning Telephony and Media
Provisioning ASR and TTS in Cisco Unified CCX
Provisioning MRCP TTS Providers
Use the MRCP TTS Providers Configuration web page to specify information about the vendor of your TTS server.
Note
After you update MRCP ASR/TTS Providers, Servers, and Groups, the corresponding Provider needs to be Refreshed for changes to take effect. The
Cisco Unified CCX Engine does not need to be restarted. However, during a
Refresh, Unified CM Telephony triggers using affected groups will fall back to the dialog group that is configured and the MRCP Provider being refreshed will go OUT_OF_SERVICE until the reload is complete.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
MRCP TTS.
The MRCP TTS Providers List web page opens. If providers are already configured, this page lists the provider name and corresponding status.
Field Description
Provider Name MRCP TTS Providers supported by Cisco Cisco Unified CCX.
Status Status or state of the subsystem.
Step 2
Click the Add MRCP TTS Provider hyperlink.
The MRCP TTS Provider Configuration web page opens.
Use this web page to specify the choose the MRCP TTS Provider supported by
Cisco Unified CCX.
To change the Provider Name, click Edit and modify the name of the provider.
When you edit a Provider Name, the new name is added to the drop-down list.
The information in the Provider Name list is stored in the property file that is synchronized across the cluster. Changes are reflected when you use the Create
TTS Prompt step in the Cisco Unified CCX Editor; the new Provider will be available for use by the Cisco Unified CCX Editor.
6-36
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 6 Provisioning Telephony and Media
Provisioning ASR and TTS in Cisco Unified CCX
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
Step 3
Click Add to apply changes.
Your changes appear in the MRCP TTS Providers list web page. You are now ready to provision MRCP TTS Servers.
Related Topics
•
Configure the Default TTS Provider for the Cisco Unified CCX System, page 6-37
•
•
Provisioning MRCP TTS Servers, page 6-38
Provisioning MRCP TTS Default Genders, page 6-39
Configure the Default TTS Provider for the Cisco Unified CCX System
Optionally, you can configure a default TTS provider. The Cisco Unified CCX
Prompt Manager uses the default TTS provider for rendering TTS prompts if a
TTS provider is not configured in the TTS Prompt. This usually happens in the case of VXML applications.
To configure a default TTS provider, follow these steps.
Step 1
Step 2
Select System > System Parameters.
In the Default TTS Provider drop down list, choose the provider you wish to be the system default.
Step 3
Note
If you are deploying an VXML applications and the only TTS functionality you need is to play prerecorded .wav files, select the Cisco
LiteSSMLProcessor option as the Default TTS Provider. This option allows you to execute SSML that has .wav file references in them.
Click Update.
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-37
Chapter 6 Provisioning Telephony and Media
Provisioning ASR and TTS in Cisco Unified CCX
Related Topic
Provisioning MRCP TTS Providers, page 6-36
Provisioning MRCP TTS Servers
On any MRCP TTS Configuration web page, click the MRCP TTS Server hyperlink on the navigation bar to configure the TTS server’s name, port location, and available languages.
You need at least one MRCP TTS Server associated with each configured provider.
Note
You must have a MRCP TTS Provider defined before you can provision a MRCP
TTS Server.
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
MRCP TTS.
The MRCP TTS Providers List web page opens.
Click the MRCP TTS Servers hyperlink.
The MRCP TTS Servers Configuration summary web page opens.
Click the Add MRCP TTS Server hyperlink.
The MRCP TTS Server Configuration web page opens.
Use this web page to specify the following fields.
Field Description
Server Name Host name or IP address of the server the MRCP TTS server software is installed on.
Port TCP port numbers used to connect to a MRCP server:
•
•
•
Nuance SWMS Server - 4900
Nuance MRCP Server - 554
IBM WVS - 554
6-38
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 6 Provisioning Telephony and Media
Field
Provider
Locales
Provisioning ASR and TTS in Cisco Unified CCX
Description
Drop-down list to choose the name of the TTS provider associated with this server.
Languages supported by the TTS Provider. Select a language from the drop-down list and click Add Language; the selected language appears in the Enabled Language list.
Use the check box to specify the playback “gender” for the language: Male, Female, or Neutral. Select as many genders as you have installed and enabled on the specified
TTS Server.
Step 5
Click Add to apply changes.
Your changes appear in the MRCP TTS Server List web page. You are now ready to provision MRCP TTS Default Genders.
Note
Whenever a new language is added for a MRCP Server—and if this is the first instance of this language being added for the corresponding MRCP
Provider—then the default gender for that locale and for the specified provider is set to Neutral. You should check the MRCP Locales page to review the default genders that are set automatically per locale per provider. Default genders are used when a prompt for a specific locale is used without specifying any gender.
Related Topics
•
Provisioning MRCP TTS Providers, page 6-36
•
Provisioning MRCP TTS Default Genders, page 6-39
Provisioning MRCP TTS Default Genders
Use the MRCP TTS Default Genders Configuration web page to configure the default gender settings per Locale per Provider. TTS uses default genders when a prompt for a specific locale is used without specifying the gender.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Subsystems
> MRCP TTS.
Cisco Unified CCX Administration Guide, Release 7.0(1)
6-39
Chapter 6 Provisioning Telephony and Media
Provisioning ASR and TTS in Cisco Unified CCX
Step 2
Step 3
The MRCP TTS Configuration summary web page opens.
Click the MRCP TTS Default Genders hyperlink.
The MRCP TTS Default Genders Configuration web page displays the default genders currently configured for each locale for every MRCP TTS Provider that is currently configured.
Optionally, change the default gender setting for each locale for each provider.
Step 4
Note
The Locale radio button has the Male, Female, or Neutral options. By default, the “Default Gender” is set to “Neutral” unless configured explicitly.
Click Update to apply changes.
The system updates the default gender setting for each Locale per Provider.
Related Topics
•
Provisioning MRCP TTS Providers, page 6-36
•
Provisioning MRCP TTS Servers, page 6-38
6-40
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
7
Provisioning Unified CCX
To provision the Cisco Unified Contact Center Express (Unified CCX) subsystem, you must provision your telephony and media resources (see the
Unified CCX Telephony and Media” section on page 6-2 ).
Tip
This section is common to both the Unified CM and Unified CME deployments.
Where applicable, a note calls attention if a particular section does not apply to
Unified CME.
The following topics introduce the Unified CCX subsystem and explain how to provision it in the Cisco Unified CCX system.
•
Configuring the RmCm Provider, page 7-2
•
•
•
•
•
Configuring Resource Groups, page 7-4
Configuring Contact Service Queues, page 7-18
•
•
•
Configuring and Using Remote Monitoring, page 7-31
Configuring Agent-Based Routing, page 7-35
Unified Gateway Auto-Configuration Details, page 7-42
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-1
Chapter 7 Provisioning Unified CCX
Configuring the RmCm Provider
Configuring the RmCm Provider
The Unified CCX Resource Manager (RM) uses a Unified CM/Unified CME
Telephony user (called the RmCm Provider) to monitor agent phones, control agent states, and route and queue calls.
Note
For unified CME, the concept of RmCm user does not exist. The AXL Service provider account is used to preform this task.
Note
The RmCm user specified through Cisco Unified CCX Administration is updated automatically in Unified CM.
After adding the RmCm Provider, you must explicitly associate each agent’s extension in Unified CM/Unified CME to the RmCm Provider.
This section contains the following topics:
•
•
•
Provisioning the RmCm Provider, page 7-2
Associating Agent Extensions with the RmCm Provider, page 7-3
Modifying RmCm Provider Information, page 4-10
Provisioning the RmCm Provider
Note
This section only applies to Cisco Unified CCX Deployments with Unified CM.
Caution
RmCm configuration, Real Time Reporting, Cisco Agent/Supervisor Desktop, and Historical Reports.
The RmCm Providers area of the RmCm Configuration web page is a read-only page that displays the latest configured information.
7-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Configuring the RmCm Provider
To modify the RmCm Provider, click the Modify Unified CM Telephony
Provider Information hyperlink (see
Modifying RmCm Provider Information, page 4-10 ).
The table below describes the read-only fields displayed in the RmCm Provider page.
Field
RmCm Provider(s)
Description
The host name or IP address of the Cisco Media Convergence Server
(Cisco MCS) running CTI Manager.
The RmCm subsystem registers with the CTI manager so that it can observe an agent's device when the agent logs in. When the CTI manager fails, the RmCm subsystem registers with the second CTI manager, if there is one configured.
User ID The RmCm user ID.
Password/Confirm Password Password for the RmCm user.
Related Topic
Modifying RmCm Provider Information, page 4-10
Associating Agent Extensions with the RmCm Provider
Note
This section only applies to Cisco Unified CCX Deployments with Unified CM.
For every agent/resource created in Unified CM make sure that the agent extension is also associated with the RmCm Provider. You do this from the
Unified CM User Page for the RmCm Provider. In other words, even though you
create the RmCm User in Cisco Unified CCX Administration, you still need to use the Unified CM interface to associate the RmCm user with an agent extension.
These phones are the same as those associated with each agent (see
Unified CM Users as Unified CCX Agents, page 4-19
).
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-3
Chapter 7 Provisioning Unified CCX
Configuring Resource Groups
Configuring Resource Groups
Resource groups are collections of agents that your CSQ uses to handle incoming calls. To use resource group-based CSQs, you must specify a resource group.
This section describes:
•
•
•
Creating a Resource Group, page 7-4
Modifying an Existing Resource Group Name, page 7-5
Deleting a Resource Group, page 7-6
Creating a Resource Group
To create a resource group, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Resource Groups hyperlink.
The Resource Groups summary web page opens with a list of configured resource groups (if any).
Click the Add a New Resource Group hyperlink.
The Resource Group Configuration area opens.
In the Resource Group Name field, enter a resource group name.
Enter a name that identifies the resource group to which you want to assign agents
(for example, “Languages”).
Click Add.
The Resource Groups summary page opens, displaying the resource group name in the Resource Group Name column.
7-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Configuring Resource Groups
Related Topics
•
Modifying an Existing Resource Group Name, page 7-5
•
Deleting a Resource Group, page 7-6
Modifying an Existing Resource Group Name
To modify a resource group name, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Resource Groups hyperlink.
The Resource Groups summary web page opens.
In the Resource Group Name column, click the resource group that you want to modify.
The Resource Group Configuration area opens.
Type the name of the resource group in the Resource Group Name text field.
Click Update to apply the modifications.
The Resource Groups area opens, displaying the modified resource group name in the Resource Group Name column.
Related Topics
•
Creating a Resource Group, page 7-4
•
Deleting a Resource Group, page 7-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-5
Chapter 7 Provisioning Unified CCX
Configuring Resource Groups
Deleting a Resource Group
When you delete a resource group, the resource group is removed automatically from any agents and CSQs to which it was assigned. Before deleting a resource group, reassign agents or CSQs to different or new resource groups.
Tip
To delete resource groups, you can use this procedure or use the Delete button in the Resource Group Configuration web page.
To delete a resource group, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Resource Groups hyperlink.
The Resource Groups summary web page opens.
Click the Delete icon next to the name of the Resource Group that you want to delete.
A dialog box opens, warning that the resource group is about to be permanently deleted
Click Continue.
The resource group is deleted.
Related Topics
•
Creating a Resource Group, page 7-4
•
Modifying an Existing Resource Group Name, page 7-5
7-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Configuring Skills
Configuring Skills
Note
The Skills hyperlink is available only if you are using Unified CCX Enhanced or
Premium license packages.
Skills are customer-definable labels assigned to agents. The two Unified CCX
Enhanced packages can route incoming calls to agents who have the necessary skill or sets of skill to handle the call.
This section describes:
•
•
•
Modifying an Existing Skill Name, page 7-8
Creating a Skill
To create a skill, complete the following steps.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Skills hyperlink.
The RmCm Configuration Skills summary web page opens to display the Skill
Name (customer-definable label assigned to an agent), if configured.
Click the Add a New Skill hyperlink.
Note
When the system reaches the maximum number of skills that can be created, the Add a New Skill hyperlink no longer appears.
The Skill Configuration web page opens.
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-7
Chapter 7 Provisioning Unified CCX
Configuring Skills
Step 4
Step 5
In the Skill Name field, enter a description of a relevant skill (for example,
French).
Click Add.
The RmCm Configuration Skills summary web page opens, showing the skill in the Skill Name column and the total number of skills that exist in the system.
Related Topics
•
Modifying an Existing Skill Name, page 7-8
•
Modifying an Existing Skill Name
To modify a skill name, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Skills hyperlink.
The Skills Configuration summary web page opens.
In the Skill Name column, click the skill that you want to modify.
The Skill Configuration web page opens.
Modify the name of the skill in the Skill Name text field.
Click Update to apply the modifications.
The Skills Configuration summary opens, displaying the modified skill name in the Skill Name column.
7-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Related Topics
•
•
Configuring Skills
Deleting a Skill
When you delete a skill, the skill is removed automatically from any agents and
CSQs to which is was assigned. Before deleting a skill, reassign agents or CSQs to different or new skills.
Tip
To delete skills, you can use this procedure or use the Delete button in the Skills
Configuration web page.
To delete a skill, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Skills hyperlink.
The RmCm Configuration Skills summary web page opens.
Click the Delete icon next to the name of the skill that you want to delete.
A dialog box opens, warning that the skill is about to be permanently deleted.
Click Continue.
The skill is deleted.
Related Topics
•
•
Modifying an Existing Skill Name, page 7-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-9
Chapter 7 Provisioning Unified CCX
Configuring Agents
Configuring Agents
7-10
Warning
Do not configure Unified CM users using Administrator/ciscocisco as the user name/password combination when logging into the Cisco Unified CCX
Administrator. Doing so may restrict the Unified CM when shared across multiple Cisco Unified CCX servers.
Once Cisco Unified Communications
1
users are defined as agents, the list of agents and their associated Unified CCX Extensions are displayed in the RmCm
> Resources page. These agents are also called resources. After you create a resource group, you can assign agents (resources) to that group.
If you have the Unified CCX Enhanced or the Premium package, you can add skills to agents once the skills have been created. You can also select the
competence level of the agent(s) in assigned skills. Competence level indicates the agent’s level of expertise in that skill.
You can assign resource groups and skills to agents either individually or in bulk.
The bulk option enables you to assign skills and resource groups to multiple agents at the same time.
Once you assign agents to resource groups and skills (if you are using either of the Unified CCX Enhanced versions), you can create a CSQ (see
Contact Service Queues, page 7-18 )
This section describes:
•
•
•
•
Implications of Deleting Agents in Unified CM, page 7-11
Assigning Resource Groups and Skills to One Agent, page 7-12
Assigning Resource Groups and Skills to Multiple Agents, page 7-15
Removing Skills from Agents, page 7-17
Related Topics
•
Modifying an Existing Resource Group Name, page 7-5
•
Deleting a Resource Group, page 7-6
1. Unified Communications users in a Unified CM deployment refers to a Unified CM user. Unified Communications users in a Unified CME deployment refers to a Cisco
Unified CCX user.
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Implications of Deleting Agents in Unified CM
Configuring Agents
Note
This section only applies to Cisco Unified CCX Deployments with Unified CM.
If you modify an agent’s record in Unified CM (for example, changing the Unified
CCX extension or deleting the agent), please ensure to refresh the user page on
Unified CCX Administration interface so that the agent’s information in the
Unified CCX RmCm subsystem is updated. You can update the Unified CCX information in the Cisco Unified CCX Administration at any time by selecting
Subsystems > RmCm and clicking the Resources hyperlink. If you change the
Unified CCX extension of an agent who is currently logged in, the agent will continue to use the old extension until the agent logs off. The agent must log off and then log back in to the Cisco Agent Desktop to get the new extension.
When Cisco Unified CCX detects that the agent no longer exists in Unified CM, it does not automatically delete that agent from the Cisco Unified CCX database.
Instead, the Cisco Unified CCX Resources page displays a new link called
Inactive Agents. When you click this link, Cisco Unified CCX displays a list of agents deleted from Unified CM but still existing in the Cisco Unified CCX database. In this case, select the agents to delete from Cisco Unified CCX by checking the check box next to the required agent (or select all agents for deletion by clicking Check All). Then click Delete to remove the selected agents from the
Cisco Unified CCX database. Unless you follow this procedure, agents deleted in
Unified CM will continue to appear in the agents list in the Cisco Unified CCX
Resources page, but they will not be able to log in as the Unified CM authentication will not be successful.
Caution
If Unified CM connection errors have occurred, all agents will not be visible to
Cisco Unified CCX. In this case, Cisco Unified CCX interprets these agents as deleted agents. As a result, the Inactive Agents list will not be accurate. When the errors are resolved, click Inactive Agents again to see an accurate list.
Related Topics
•
Defining Unified CM Users as Agents, page 4-15
•
•
Assigning Resource Groups and Skills to One Agent, page 7-12
Assigning Resource Groups and Skills to Multiple Agents, page 7-15
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-11
Chapter 7 Provisioning Unified CCX
Configuring Agents
•
Removing Skills from Agents, page 7-17
Assigning Resource Groups and Skills to One Agent
To assign a resource group and skills to an individual agent, complete the following steps.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Resources hyperlink.
Step 3
Note
Only agents or supervisors who have assigned Unified CCX extensions are displayed in the list of resources in the Resources area.
The Resources summary web page opens.
Use this web page to specify the following fields.
Field
Resource Name
Resource Group
Unified CCX Extension
Team
Description
Name of the agent.
Resource group to which the agent has been assigned.
Unified CCX Extension assigned to the resource group.
A group of agents who report to the same supervisor.
Step 4
Step 5
Click the name of the agent in the Resource Name column.
The Resource Configuration web page opens.
Use this web page to specify the following fields.
7-12
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Configuring Agents
Field
Resource Group
Description
(Optional). A resource group with which to associate the agent.
Resource ID Unique identifying number of the agent.
Unified CCX Extension Unified CCX Extension assigned to the resource group.
Resource Group
Automatic Available
Resource group to which the agent has been assigned.
Accept the default (Enabled) to automatically put the agent into the
Available state after the agent finishes a call and disconnects.
Assigned/Unassigned
Skills
Note
When a logged on agent in Ready, Not Ready, or Work state answers a call, the agent’s state is subject to the Automatic
Available setting. (See
.)
Only applies to Unified CCX Enhanced and Premium packages.
Selecting one or more skills from the Unassigned Skills list and clicking < to add the skills to the Assigned Skills List.
Competence Level
Team
Remove skills by selecting one or more skills from the Assigned Skills List and clicking > to add the skills to the Unassigned Skills list.
You can assign up to 50 skills to the agent.
Note
You can change the competency level of one skill at a time, only.
You cannot change skill competency level as a bulk procedure.
Only applies to Unified CCX Enhanced and Premium packages.
Select a skill from the Assigned Skills list and choosing a number from the
Competence Level drop-down menu
Changes the competence level of an assigned skill (1 = Beginner, 10 =
Expert).
A group of agents who report to the same supervisor.
Step 6
Click Update to apply the changes.
The Resources area of the RmCm Configuration summary web page opens, and the agent is now assigned to the resource group and skills (if skills were assigned).
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-13
Configuring Agents
Chapter 7 Provisioning Unified CCX
Related Topics
•
Implications of Deleting Agents in Unified CM, page 7-11
•
Assigning Resource Groups and Skills to Multiple Agents, page 7-15
•
Removing Skills from Agents, page 7-17
7-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Configuring Agents
Assigning Resource Groups and Skills to Multiple Agents
To assign resource groups and skills to agents in bulk, complete the following steps.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, Subsystems > RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Assign Skills hyperlink.
Note
The Assign Skills hyperlink is available only if you are using Unified
CCX Enhanced or Premium license packages.
Step 3
Tip
Only agents or supervisors who have assigned Unified CCX extensions are displayed in the list of resources in the Resources area.
The Assign Skills summary web page opens.
Use this web page to specify the following fields:
Field
Resource Name
Resource Group
Unified CCX Extension
Description
Contains the agent’s name.
Contains the resource group assigned to the agent.
Contains the Unified CCX extension of the agent.
Step 4
In the Resource Name column, check the check box next to each agent you want to assign to the same resource group and/or skills.
Step 5
Note
You can check the Select All check box to select all agents.
The Skill summary web page shows the total number of skills created.
Click the Add Skill hyperlink.
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-15
Configuring Agents
Step 6
The Add Skill Configuration web page opens.
Use this web page to specify the following fields.
Chapter 7 Provisioning Unified CCX
Field
Resource Group
Skills to Add
Skills
Competence Level
Description
(Optional). To assign all selected agents to the same resource group, choose a resource group from the Resource Group drop-down menu.
Applies to Unified CCX Enhanced packages, only.
Selecting one or more skills from the Skills list and clicking < to add the skills to the Skills to Add List.
Note
The Skills to Add list contains all skills, not just skills that agents already have. Your Unified CCX license package determines the number of skills you can assign to agents.
List of the available skills.
Applies to Unified CCX Enhanced packages, only.
Select a skill from the Assigned Skills list and choosing a number from the
Competence Level drop-down menu
Step 7
Click Update to apply the changes.
The Assign Skills area of the RmCm Configuration web page opens, and the agents are now assigned to the resource group and skills (if skills were assigned).
Related Topics
•
Implications of Deleting Agents in Unified CM, page 7-11
•
Assigning Resource Groups and Skills to One Agent, page 7-12
•
Removing Skills from Agents, page 7-17
7-16
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Configuring Agents
Removing Skills from Agents
Note
If a resource is not assigned a skill you attempt to remove, the resource is not updated. However, the system will still generate a related message.
To remove skills from agents, complete the following steps.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Assign Skills hyperlink.
The Assign Skill summary web page opens.
In the Resource Name column, click the check box next to the agent(s) you want to remove skills from.
Step 4
Step 5
Note
You can click the Select All check box to select all agents.
Click Remove Skill.
The Remove Skill Configuration web page opens.
Use this web page to specify the following fields.
Field
Skills to Remove
Skills
Update
Cancel
Description
List of skills that can be removed from the selected agents.
List of the skills not assigned to the agents.
Click this button to apply changes.
Click this button to cancel changes.
Step 6
Remove skills by choosing one or more skills from the Skills list and clicking > to move the skills to the Skills to Remove list.
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-17
Chapter 7 Provisioning Unified CCX
Configuring Contact Service Queues
Step 7
Click Update to apply the changes.
The Assign Skills area of the RmCm Configuration web page opens, and the agents are no longer assigned to the skills.
Related Topics
•
Implications of Deleting Agents in Unified CM, page 7-11
•
Assigning Resource Groups and Skills to One Agent, page 7-12
•
Assigning Resource Groups and Skills to Multiple Agents, page 7-15
Configuring Contact Service Queues
The Contact Service Queue (CSQ) controls incoming calls by determining where an incoming call should be placed in the queue and to which agent the call is sent.
After you assign an agent to a resource group and/or skills, you need to configure the CSQs.
You assign agents to a CSQ by associating a resource group or skills to the CSQ.
Agents in the selected resource group or having the selected skills are assigned to the CSQ.
Skills within the CSQ can be ordered. This means that, when resources are selected, a comparison is done based on the competency level (highest for “most skilled” and lowest for “least skilled”) of the first skill in the list. If there is a “tie,” then the next skill within the order is used, and so on.
Skills within the CSQ can also be weighted. The weight value is an integer from
1 to 1000. Each competency level is multiplied by the skill's associated weight, and a final comparison is done on the sum of all the weighted skill competencies
(highest value for “most skilled” and lowest for “least skilled”).
Note
For an example of using skill order and weight to determine agent competency level, see
“Resource Pool Selection Criteria: Skills and Groups” section on page 7-28 .
7-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Configuring Contact Service Queues
The maximum number of CSQs in the system depends on the type of server on which the engine is running. For example, in Cisco Unified CCX Release 7.0(x), the following numbers apply:
•
•
MCS-7845 (or equivalent platform): 150 CSQs
All other platforms: 25 CSQs
For more information, see the Unified CCX Data Sheets at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_literature.html
.
Each agent can belong to up to 25 CSQs. To ensure that agents are not assigned to more than 25 CSQs, click the Resources hyperlink in the RmCm Configuration web page, and select the Open Resources Summary Report hyperlink. The report opens, listing each agent and the number of CSQs to which the agent belongs. If the agent belongs to more than 25 CSQs, modify the CSQ's resource pool or modify the skills to which the agent is assigned.
Note
With the Unified CCX Standard package, each agent can be assigned to only one
CSQ.
This section describes the following procedures:
•
•
•
Modifying an Existing CSQ, page 7-26
•
•
Resource Pool Selection Criteria: Skills and Groups, page 7-28
Resource Skill Selection Criteria Within a CSQ, page 7-29
Creating a CSQ
To create a new CSQ and assign agents, complete the following steps.
Note
See
About Unified CCX, page 3-2 for the number of CSQs that you can create on
your system.
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-19
Chapter 7 Provisioning Unified CCX
Configuring Contact Service Queues
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Contact Service Queues hyperlink.
The Contact Service Queues summary web page opens.
Use this web page to specify the following fields.
Field
Name
Description
Name of the resource or skill group.
Contact Queuing Criteria Algorithm used to order the queued calls (contacts).
Resource Pool Selection Model The resource selection criteria chosen for this CSQ.
Resource Pool The skills or resource group used for this CSQ.
CSQ Type The type of the CSQ.
Step 4
Click the Add a new Contact Service Queue hyperlink.
Note
If this link does not appear on the page, it means that the system has reached the maximum number of CSQs that can be created. The CSQ
Summary page displays the total number of created CSQs.
The first Contact Service Queue Configuration area page opens.
7-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Step 5
Configuring Contact Service Queues
Use this web page to specify the following fields.
Field
Contact Service Queue
Name
Contact Service Queue
Type
Description
Create a meaningful name that is concise, yet easy to recognize (for example, LanguageExperts).
(Drop-down menu.) Select one of the following options:
•
Voice (default)—Agents in this CSQ can handle inbound voice calls.
•
Email—Agents in this CSQ can handle inbound emails.
Automatic Work
Wrapup Time
Note
If you have selected the ‘Email’ CSQ type, only the Resource Pool
Selection Mode field is configurable. All other fields are not configurable.
Determines whether agents in this CSQ automatically enter Work state after a call. Options are:
•
•
Enabled—Causes the agents to go into Work state automatically when a call ends.
Disabled (default)—Causes agents to enter Ready or Not Ready state when a call ends, depending on the Automatic Available setting for the agent.
Note
For more information, see
Assigning Resource Groups and Skills to
.
Determines the length of the workstate for this CSQ after a call. Options are:
•
Enabled button with seconds field—The seconds field specifies the length of the workstate phase (greater than 0 second but less than 7200 seconds).
•
Disabled—No limit on how long the agent can stay in the workstate.
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-21
Chapter 7 Provisioning Unified CCX
Configuring Contact Service Queues
Field
Resource Pool Selection
Mode
Description
(Drop-down menu.) Select one of the following options:
•
Resource Skills—To create a skills-based CSQ (available only with
Unified CCX Enhanced).
•
Note
Resource Group—To create a resource group-based CSQ.
For information about choosing between skill-based or group-based selection, see
“Resource Pool Selection Criteria: Skills and
.
Service Level The target maximum number of seconds a call is queued before it is connected to an agent.
Service Level Percentage The target goal for percentage of contacts that meet the service level.
Prompt
For example, a call center that has a service level of 20 and a service level percentage of 80 percent has a goal of answering 80 percent of its calls within 20 seconds.
.wav prompt file to associate with the CSQ.
Step 6
Step 7
Click Next.
The second Contact Service Queue Configuration area opens with the newly-assigned CSQ Name.
Select an option from the Resource Selection Criteria drop-down menu.
Note
The Resource Selection Criteria field is displayed only if you have selected the CSQ type as Voice. This field is not configurable for an Email
CSQ type.
7-22
Note
The Resource Pool Selection Mode setting determines the options available in this drop-down menu.
•
•
Longest Available—Selects the agent who has been in the Available state for the longest amount of time.
Most Handled Contacts—Selects the agent who has answered the most handled calls.
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Configuring Contact Service Queues
•
•
•
•
•
•
•
Shortest Average Handle Time—Selects the agent who generally spends the least amount of time talking to customers.
Most Skilled—Used for expert agent call distribution. Selects the agent with the highest total competency level. The total competency level is determined by adding the agent’s competency levels for each of their assigned skills that are also assigned to the CSQ.
–
Example 1: If Agent1 is assigned Skill1(5), Skill2(6), and Skill3(7) and
CSQ1 specifies Skill1(min=1) and Skill3(min=1), the total competency level for Agent1 for CSQ1 is 12.
–
Example 2: If Agent1 is assigned Skill1(5) and Skill2(6) and Skill3(7) and CSQ1 specifies Skill1(min=1), only, the total competency level for
Agent1 for CSQ1 is 5.
Least Skilled—Used for expert agent call distribution. Selects the agent with the lowest total competency level. The total competency level is determined by adding the agent’s competency level in each assigned skill.
Least Skilled by Weight—Used for expert agent call distribution. Selects the agent with the lowest total competency level multiplied by the skill’s associated weight.
Most Skilled by Weight— Used for expert agent call distribution. Selects the agent with the highest total competency level multiplied by the skill’s associated weight.
Most Skilled by Order— Used for expert agent call distribution. Selects the agent with the highest total competency level in the ordered list.
Least Skilled by Order— Used for expert agent call distribution. Selects the agent with the lowest total competency level in the ordered list.
Note
If two or more agents have equal competency level, then the selection automatically defaults to Longest Available selection criteria.
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-23
Configuring Contact Service Queues
Step 8
As necessary, specify the following settings:
Chapter 7 Provisioning Unified CCX
Note
The Resource Pool Selection Mode setting determines the availability of these options.
b.
c.
a.
d.
Use the Select Skills list to highlight the skills you want; click the Add button next to the list.
Specify a Minimum Competence Level for the skills assigned to the CSQ.
Depending on the Resource pool criteria you chose, specify a Weight value between 1 and 1000.
Optionally, use the arrow icons to order the skills by moving them up or down in the list.
Step 9
Note
Use the Delete icon next to a skill to delete that skill from the Skills
Required list.
Click the Add button at the top of the configuration web page to apply changes and update the system.
The Resources list is populated with the list of agents who meet the specified criteria. (This list automatically refreshes every 30 seconds.)
Note
If agents are not displayed in this list, the selection criteria is too restrictive; try modifying the criteria.
Step 10
Optionally, if you selected one of the Least/Most Skilled options as the Resource
Selection Criteria, rearrange the order of agents in the Resources list by highlighting an agent and using the up and down arrows to move the agent in the list.
Note
The order of the agents determines the priority, the agent at the top of the list having the highest priority.
7-24
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Configuring Contact Service Queues
Step 11
Least/Most Skilled Resource Selection Criteria options consist of:
•
•
•
Most Skilled
Least Skilled
Most Skilled by Order
•
•
Least Skilled by Order
Most Skilled by Weight
Least Skilled by Weight
•
If you selected Resource Groups as the Resource Pool Selection Model on the previous page, follow these steps:
a.
Select an option from the Resource Selection Criteria drop-down menu:
–
–
Longest Available—Selects the agent who has been in the Available state for the longest amount of time.
Linear—Selects the next available agent with the highest priority, as determined by the agent order in the Resources list.
–
–
Circular—Selects the next available agent with the highest priority, based on the last agent selected and the agent order in the Resources list.
Most Handled Contacts—Selects the agent who has answered the most handled calls.
b.
c.
d.
–
Shortest Average Handle Time—Selects the agent who generally spends the least amount of time talking to customers.
Choose the resource group for this CSQ from the Resource Group drop-down menu.
Click Show Resources to show all agents who meet the specified criteria.
If you selected Linear or Circular as the Resource Selection Criteria, if necessary, rearrange the order of agents in the Resources list by highlighting an agent and using the up and down arrows to move the agent in the list.
e.
Click Add to apply changes and update the system.
The new CSQ is now displayed, and all agents who belong to the resource group or skill groups selected are now a part of this CSQ.
Related Topics
•
Modifying an Existing CSQ, page 7-26
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-25
Chapter 7 Provisioning Unified CCX
Configuring Contact Service Queues
•
•
•
Resource Pool Selection Criteria: Skills and Groups, page 7-28
Resource Skill Selection Criteria Within a CSQ, page 7-29
Modifying an Existing CSQ
Note
Changes take effect when all agents affected by the changes have left the Ready state.
To modify an existing CSQ, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Contact Service Queues hyperlink.
The Contact Service Queues area opens.
In the Name list, click the CSQ that you want to modify.
The first Contact Service Queue Configuration area page opens.
Modify the Contact Service Queue Configuration information as necessary.
Click Update to apply the modifications.
Related Topics
•
•
•
Resource Pool Selection Criteria: Skills and Groups, page 7-28
7-26
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Configuring Contact Service Queues
•
Resource Skill Selection Criteria Within a CSQ, page 7-29
Deleting a CSQ
When you delete a CSQ, any skills or resource groups assigned to that CSQ are automatically removed from the CSQ, and any application using that CSQ can no longer access it. Before deleting the CSQ, change the applications to use a different CSQ. If the application is using a CSQ when the CSQ is deleted, new incoming calls will get an error and existing queued calls will not be routed to agents.
To delete a CSQ, complete the following steps.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Contact Service Queues hyperlink.
The Contact Service Queues area opens.
Click the Delete icon next to the name of the CSQ that you want to delete.
Note
You can also delete a CSQ from its configuration page.
Related Topics
•
•
•
Modifying an Existing CSQ, page 7-26
Resource Pool Selection Criteria: Skills and Groups, page 7-28
•
Resource Skill Selection Criteria Within a CSQ, page 7-29
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-27
Chapter 7 Provisioning Unified CCX
Configuring Contact Service Queues
Resource Pool Selection Criteria: Skills and Groups
The resource selection criteria available for CSQs with Resource Skills is different from that of CSQs with Resource Groups.
Example—In a banking application with two skills (Banking and CreditCard) and one Resource Group (General Queries), assume that the following agents, skills, and resource groups are defined:
Agent ID
Agent1
Agent2
Agent3
Assigned Skills
Banking (Competence Level 10)
CreditCard (Competence Level 6)
Banking (Competence Level 5)
CreditCard (Competence Level 10)
None
Resource Group
GeneralQueries
GeneralQueries
GeneralQueries
Table 7-1
CSQ Name
CSQ1
CSQ2
CSQ3
In addition, suppose you had the following Contact Service Queue information defined:
Agent Skill and Resource Group Settings
Resource Pool
Selection Model
Resource Skills
Resource Skills
Resource Group
Resource Selection
Criteria
Most Skilled
Most Skilled
Longest Available
Skill/Competence
Banking
Minimum competency: 5
CreditCard
Minimum competency: 5
GeneralQueries
Available
Agents
Agent1
Agent2
Agent1
Agent2
Agent1
Agent2
Agent3
In this scenario, if a caller calls with a question about CreditCard information and there are no CSQs currently available with CreditCard skills (that is, Agent1 and
Agent2), there is a possibility for Agent3—who has no CreditCard skill—to get selected as the Longest Available Agent.
7-28
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Configuring Contact Service Queues
To avoid such a situation, you could design the script to always look into CSQ2 for available agents since it has the highest competency of 10 for CreditCard, and agent selection here is based on most skilled.
Note
If two or more agents have equal competency level, then the selection automatically defaults to Longest Available selection criteria.
Related Topics
•
•
•
•
Modifying an Existing CSQ, page 7-26
Resource Skill Selection Criteria Within a CSQ, page 7-29
Resource Skill Selection Criteria Within a CSQ
Resource selection within a CSQ is based on the resource competency levels of the skills associated to the CSQ. You can choose between the most and least skilled.
The Cisco Unified CCX system defines a Level 10 competency to be the highest skill level, while a Level 1 denotes the lowest skill level. When more than one skill is involved, each skill is given the same weight, meaning no preference is given to any skill. A comparison is performed on the sum of all the competency levels for the associated skills. (Skills assigned to resources but not associated to the
CSQ are ignored.) In the case of a tie when skill competencies are equal, the resource that has been ready for the longest amount of time will be chosen.
The table below provides examples of how Cisco Unified CCX selects resources within a CSQ.
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-29
Chapter 7 Provisioning Unified CCX
Configuring Contact Service Queues
Table 7-2 Resource Skill Selection Criteria
Example
Most skilled resource selection mode
CSQ Skills
Technical
Support
Agent Competency
Levels
Agent A = 10
Agent B = 10
Agent C = 5
Sequence Agents
Become Ready
A, B C
C, A, B
A, C, B
Selection Order
A, B, C
A, B, C
A, B, C
Least skilled resource selection model
Technical
Support
Agent A = 10
Agent B = 10
Agent C = 5
C, B, A
A, B, C
C, A, B
A, C, B
B, A, C
C, A, B
C, A, B
C, A, B
C, B, A C, B, A
Note
The ordering in the two examples above are not opposite because the selection criteria has changed from most to least skilled—when competency levels are equal, both selection models choose the resources that have been available for the longest time.
Most skilled resource selection model
Sales
Support
Agent A = Sales (10)
Support (5)
Agent B = Sales (5),
Support (10)
A, B, C
C, A, B
A, C, B
A, B, C
A, B, C
A, B, C
C, B, A B, A, C
Least skilled resource selection model
Sales
Support
Agent C = Sales (5)
Support (1)
Agent A = Sales (10)
Support (5)
A, B, C
C, A, B
C, A, B
C, A, B
Agent B = Sales (5),
Support (10)
A, C, B C, A, B
C, B, A C, B, A
Agent C = Sales (5)
Support (1)
Related Topics
•
•
Modifying an Existing CSQ, page 7-26
•
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-30
Chapter 7 Provisioning Unified CCX
Configuring and Using Remote Monitoring
•
Resource Pool Selection Criteria: Skills and Groups, page 7-28
Configuring and Using Remote Monitoring
Note
This section only applies to Cisco Unified CCX Deployments with Unified CM.
The Cisco Unified CCX Remote Monitoring feature allows a supervisor to call into any site where the supervisor has a Unified CM user profile and monitor an agent’s conversation.
Note
The incoming and outgoing streams to/from the agent phone and the outgoing stream to the supervisor phone must have the same encoding with only G.711 being supported.
When you, as a supervisor, monitor a conversation, you can hear all parties on the call. The parties will have no indication that you are monitoring the call. You cannot join the call or be heard by the parties. This is referred to as silent monitoring.
With Remote Monitoring, you can choose to monitor a call in either of these ways:
•
By resource (agent)—In this case, you identify the resource by agent extension. If the agent is on a call, monitoring will begin immediately. If the agent is not on a call, monitoring will begin when the agent is presented with a call (that is, when the agent’s phone rings) or when the agent initiates a call
(that is, when the agent’s phone goes off-hook).
•
By CSQ—In this case, you will monitor the call of an agent who belongs to the CSQ. When you monitor by CSQ, you select the CSQ from a menu. When a call is presented to an agent who belongs to the selected CSQ, monitoring will begin for that agent and call.
Note
For CSQ monitoring, the supervisor cannot start monitoring the call after it connects to the agent; the call must arrive at the agent after supervision begins.
For agent monitoring, supervision can begin after the call connects to the agent.
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-31
Chapter 7 Provisioning Unified CCX
Configuring and Using Remote Monitoring
This section describes the steps needed to configure Remote Monitoring:
•
•
Creating a Remote Monitoring Supervisor, page 7-32
Assigning Resources and CSQs to a Supervisor, page 7-33
Related Topics
•
Configuring the Remote Monitoring Application, page 9-16 .
•
Viewing CSQ IDs for Remote Monitoring, page 17-8
Creating a Remote Monitoring Supervisor
Note
This section only applies to Cisco Unified CCX Deployments with Unified CM.
Use the User Management web page to assign supervisor privileges to a user.
Procedure
Field
User Id
Step 1
From the Cisco Unified CCX Administration menu bar, Tools > User
Management.
The User Configuration web page opens to display the following fields.
Description
Unique identifier of the user for which the spoken name is to be uploaded.
Note
The User Id should be numerical.
First Name The first name for each user. You can sort this field alphabetically.
Last Name The last name for each user. You can sort this field alphabetically.
Capability The capability assigned for each user. You can sort this field alphabetically.
Step 2
In the left pane, click the required view under the Capability View title.
7-32
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Configuring and Using Remote Monitoring
The corresponding view displays with two panes. The pane on the right always displays the list of Available Users and the left pane changes to display the users assigned to the selected view.
Step 3
Step 4
Change the users as required for each view using the arrow in either direction.
Your changes are dynamically displayed in this page and are effective immediately.
Repeat this process as needed to assign the required capability for each user.
Related Topics
•
Configuring and Using Remote Monitoring, page 7-31
•
•
•
Assigning Resources and CSQs to a Supervisor, page 7-33
Configuring the Remote Monitoring Application, page 9-16 .
Viewing CSQ IDs for Remote Monitoring, page 17-8
Assigning Resources and CSQs to a Supervisor
Note
This section only applies to Cisco Unified CCX Deployments with Unified CM.
Use the Remote Monitor configuration web page to assign a Supervisor a list of
Resources and CSQs that he/she is allowed to monitor.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Remote Monitor hyperlink.
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-33
Chapter 7 Provisioning Unified CCX
Configuring and Using Remote Monitoring
Note
The Remote Monitor hyperlink is available only if you are using Unified
CCX Enhanced or Premium license packages.
Step 3
The Remote Monitor summary web page opens to display the User ID of Unified
CM users who are Cisco Unified CCX supervisors (if configured).
Click a User ID value.
Step 4
Note
This is a Unified CM user configured as a Cisco Unified CCX supervisor.
(see
Creating a Remote Monitoring Supervisor, page 7-32 ).
The Remote Monitor Configuration web page opens.
Use this web page to specify the following fields.
Field
Contact Service Queues Name
Resources
Description
(Checkbox.) CSQ Names the supervisor can monitor.
(Checkbox.) User IDs of agents the supervisor can monitor.
Step 5
Click Update to apply the changes.
The Remote Monitor area of the RmCm Configuration web page reappears.
The Supervisor can now access the Cisco Unified CCX Supervisor web page and view the allowed CSQs and agents.
Tip
When running the Remote Monitoring script, you might need to provide a CSQ ID. This ID is internally generated and is only visible on the Cisco
Unified CCX Supervisor page (see
7-34
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Configuring Agent-Based Routing
Related Topics
•
Configuring and Using Remote Monitoring, page 7-31
•
Creating a Remote Monitoring Supervisor, page 7-32
•
•
Configuring the Remote Monitoring Application, page 9-16 .
Viewing CSQ IDs for Remote Monitoring, page 17-8
Configuring Agent-Based Routing
Agent-based routing provides the ability to send a call to a specific agent, rather than any agent available in a CSQ.
Use the Agent Based Routing Settings web page to configure system-wide parameters to be used in an agent-based routing application.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Agent Based Routing
Settings hyperlink.
Note
The Agent Based Routing Settings hyperlink is available only if you are using Unified CCX Enhanced or Premium license packages.
Step 3
The Agent-Based Routing Settings area opens.
Use this web page to specify the following fields.
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-35
Chapter 7 Provisioning Unified CCX
Configuring Teams
Field Description
Automatic Work Determines if agents automatically move to the Work state after a call.
Wrapup Time
•
•
Enabled—Causes agents to go into Work state automatically when a call ends.
Disabled (default)—Causes agents to enter Ready or Not Ready state when a call ends, depending on the Automatic Available setting for the agent.
Determines if agents automatically enter Wrapup after a call.
•
•
Enabled button with seconds field—Controls how long the agent can stay in the Work state if Automatic work is enabled. The seconds field specifies the
Wrapup time length (greater than 0 second but less than 7200 seconds).
Disabled (default)—No limit of how long the agent can stay in the Work state if Automatic Work is enabled.
Step 4
Click Update to apply changes.
Wrap-Up Data Usage
Contact centers use wrap-up data to track the frequency of activities or to identify the account to which a call is charged, and other similar situations. Like reason codes, wrap-up data descriptions are set up by your system administrator to reflect the needs of your contact center. By default this feature is disabled.
If the wrap-up data feature is enabled in Cisco Desktop Administration, the agent will see a pop-up window when he moves to work state in which he can select the appropriate description that sums up the call outcome.
See the Cisco Desktop Administrator User Guide for more information.
Configuring Teams
A team is a group of agents who report to the same supervisor. A team can have one primary supervisor and optional secondary supervisor(s). A supervisor can also monitor CSQs that are assigned to the team being supervised.
7-36
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 7 Provisioning Unified CCX
Configuring Teams
Barge-in is when a supervisor joins an existing call between an agent and a customer.
Intercept is when the supervisor joins a call and drops the agent from the call.
A default team is automatically created by the system and cannot be deleted. If agents are not assigned to any team, they belong to the default team. When an agent is assigned to a team, the team’s supervisor can barge-in and/or intercept any call being handled by the agent.
Note
Before creating a team, you must set up supervisors using the User Management page.
This section describes:
•
Creating a Team Supervisor, page 7-37
•
•
•
Modifying Agents on Teams, page 7-40
Creating a Team Supervisor
You can use the procedure detailed below, or alternately, click on the User View link in the left pane of User Configuration window to view a list of all users.
Double-click on the required user and change the capability for that user to
Supervisor.
Use the User Management web page to assign supervisor privileges to a user.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Tools > User
Management.
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-37
Chapter 7 Provisioning Unified CCX
Configuring Teams
The User Configuration web page opens to display the following fields.
Field
User Id
Description
Unique identifier of the user for which the spoken name is to be uploaded.
First Name The first name for each user. You can sort this field alphabetically.
Last Name The last name for each user. You can sort this field alphabetically.
Capability The capability assigned for each user. You can sort this field alphabetically.
Step 2
Step 3
Step 4
In the left pane, click the required view under the Capability View title.
Click the Supervisor link.
The corresponding view displays with two panes. The pane on the right displays the list of Available Users and the left pane changes to display the users assigned to the selected view.
Select the required user to be a supervisor by using the arrow in either direction.
Your changes are dynamically displayed in this page and are effective immediately.
Related Topics
•
•
Modifying Agents on Teams, page 7-40
•
Creating Teams
Use the Teams area of the RmCm Configuration web page to create or associate teams with various agents, CSQs, and supervisors.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-38
Chapter 7 Provisioning Unified CCX
Step 2
Configuring Teams
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Teams hyperlink.
Delete icon
Step 3
Note
The Teams hyperlink is available only if you are using the Unified CCX
Enhanced license.
The Teams summary web page opens.
Use this web page to specify the following fields.
Field
Team Name
Primary Supervisor
Description
Name for the team.
(Drop-down list.) Primary supervisor for the team.
The drop-down list contains users designated as supervisors on the User
Management web page.
Click the icon to delete the team information in that specific row.
Step 4
Step 5
Click the Add a new Team hyperlink.
The Team Configuration page appears.
Use this web page to specify the following fields.
Note
Primary and secondary supervisors are users configured as Cisco Unified
CCX supervisors (see
Creating a Team Supervisor, page 7-37 ).
Field
Team Name
Primary Supervisor
Secondary Supervisors /
Available Supervisors
Description
Name for the team.
Primary supervisor for the team.
Use the arrow buttons to assign secondary supervisors to the team.
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-39
Chapter 7 Provisioning Unified CCX
Configuring Teams
Field
Assigned Resources / Resources
Assigned to Other Teams
Description
Use the arrow buttons to assign or remove resources for the team.
Note
You cannot remove resources from the default team.
Assigned CSQs / Available CSQs Use the arrow buttons to assign or CSQs for the team.
Note
You can remove CSQs from the default team.
Step 6
Click Update to apply changes.
Related Topics
•
Creating a Team Supervisor, page 7-37
•
•
Modifying Agents on Teams, page 7-40
Modifying Agents on Teams
Use the Teams area of the RmCm Configuration web page to add agents or change agents on an existing Team.
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Teams hyperlink.
The Teams summary web page opens.
Click a name in Team Name column
The Team Configuration page appears.
Select an agent name in the Resources Assigned to other Teams list and use the arrow icon to move it into the Assigned Resources list if you want to add an agent to this team.
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-40
Chapter 7 Provisioning Unified CCX
Step 5
Configuring Teams
To remove an agent from this team, select an agent name in the Assigned
Resources list and use the arrow icon to move it into the Resources Assigned to
other Teams list. This agent now belongs to the default team.
Click Update to apply changes.
Related Topics
•
Creating a Team Supervisor, page 7-37
•
•
Deleting a Team
Use the Teams area of the RmCm Configuration web page to delete an existing
Team.
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
RmCm.
The RmCm Configuration web page opens, displaying the RmCm Provider area.
On the RmCm Configuration navigation bar, click the Teams hyperlink.
The Teams summary web page opens.
Click the Delete icon next to Team Name you want to delete.
The system prompts you to confirm the delete.
Click OK.
Related Topics
•
Creating a Team Supervisor, page 7-37
•
•
Modifying Agents on Teams, page 7-40
Cisco Unified CCX Administration Guide, Release 7.0(1)
7-41
Chapter 7 Provisioning Unified CCX
Unified Gateway Auto-Configuration Details
Unified Gateway Auto-Configuration Details
Note
Cisco Unified CCX Release 4.x supports ACD integration with the Cisco Unified
Intelligent Contact Management Enterprise (Unified ICME) solution by way of the Cisco Unified Gateway. The Unified Gateway is a Peripheral Gateway (PG) which is configured on the Unified ICME software and is coresident on the Cisco
Unified CCX server. The CTI protocol, supports integration of Unified Gateway
Release 4.x with Unified ICME Release 7.x. The Cisco Unified Gateway
Deployment Guide provides an overview of the Unified Gateway feature, lists the supported deployment options, provides comparative information, and includes information on configuring and integrating the Unified Gateway.
Some of the configurations performed on the Unified CCX using the appropriate web page in Cisco Unified CCX Administration will be automatically configured on Unified ICME via the Unified Gateway. The following table provides a list of these configurations, the equivalent term used on Unified ICME for these configurations, and the Configuration Manager tool that can be used on the
Unified ICME Admin Workstation to view these configurations.
Unified CCX Term
Unified ICME
Term Unified ICME Configuration
Application Service Service Explorer
Route Point (Trigger) Routing Device Peripheral Monitor Table
CSQ
Resource
Skill Group
Agent
Skill Group Explorer
Agent Explorer
Note
The agent extension goes to the Peripheral Monitor Table.
Note
These configurations and their attributes cannot be changed on Unified ICME if auto-configuration is enabled on Unified ICME.
7-42
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
8
Provisioning Additional Subsystems
To provision additional subsystems, you must complete the following tasks:
•
•
Log into the Cisco Unified CCX Administration (see
Chapter 2, “Accessing the Cisco Unified CCX Administration Web Interface” ).
Provision your telephony and media resources (see
•
Provision your Cisco Unified Contact Center Express (Unified CCX) subsystem, if required (see
Chapter 7, “Provisioning Unified CCX”
).
The following sections introduce the additional Cisco Unified CCX subsystems and explain how to provision them.
•
•
•
•
•
About Additional Subsystems, page 8-2
Provisioning the Unified ICME Subsystem, page 8-3
Provisioning the HTTP Subsystem, page 8-9
Provisioning the Database Subsystem, page 8-13
Provisioning the eMail Subsystem, page 8-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
8-1
Chapter 8 Provisioning Additional Subsystems
About Additional Subsystems
About Additional Subsystems
Your Cisco Unified CCX system may include some or all of the following additional subsystems:
•
The Unified ICME subsystem—The Cisco Unified CCX system uses the
Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) subsystem to communicate with Unified ICME to manage call distribution across sites and call-processing environments. (see
Note
If you are using Unified CCX with the Cisco Unified Gateway solution, please see the Cisco Unified Gateway Deployment Guide.
The instructions for configuring Unified CCX with that solution differs from what is described in this guide. The Unified Gateway provides for the integration of the Unified ICME system with Unified
CCX by way of the Unified Gateway. The Unified Gateway is a
Peripheral Gateway (PG) which you configure on the Unified ICME software.
•
The HTTP subsystem—The Cisco Unified CCX system uses the HTTP subsystem to enable Cisco Unified CCX applications to respond to requests from a variety of web clients, including computers and IP phones (see
Provisioning the HTTP Subsystem, page 8-9 ).
•
•
The Database subsystem—The Cisco Unified CCX system uses the Database subsystem to enable Cisco Unified CCX applications to interact with customer provided enterprise database servers in order to make database information accessible to contacts (see
Provisioning the Database Subsystem, page 8-13 ).
The eMail subsystem—The Cisco Unified CCX system uses the eMail subsystem to communicate with your e-mail server and enable your applications to create and send e-mail (see
Provisioning the eMail Subsystem, page 8-20 ).
If you plan to run applications that use any of the additional Cisco Unified CCX subsystems included in your Cisco Unified CCX package, you should now provision those subsystems. The Cisco Unified CCX system uses these additional subsystems to communicate with supporting systems such as Unified ICME, web servers, database servers, and e-mail servers.
Cisco Unified CCX Administration Guide, Release 7.0(1)
8-2
Chapter 8 Provisioning Additional Subsystems
Provisioning the Unified ICME Subsystem
Note
You need to provision a particular subsystem only if you are using Cisco Unified
CCX applications that require it.
Provisioning the Unified ICME Subsystem
Note
The Unified ICME subsystem is available if your system has a license installed for Cisco Unified IP IVR (Unified IP IVR).
The Cisco Unified CCX system uses the Unified ICME subsystem to communicate with Unified ICME to manage call distribution across sites and call-processing environments.
The Cisco Unified CCX server is frequently used as part of an Unified ICME solution with Unified ICME. In this type of installation, the Unified ICME uses the Cisco Unified CCX server to queue calls and perform other functions such as collecting caller-entered digits, performing database lookups, and playing back prompts.
Note
If you are not using Unified ICME, you do not need to provision the Unified
ICME subsystem.
Unified ICME scripts can direct calls based on various criteria such as the time of day or the availability of subsystems. The scripts use four different commands to interact with the Cisco Unified CCX system:
•
•
Connect—Connects the call. Unified ICME sends the connect message with a label to instruct the Cisco Unified CCX system where to direct the call.
Release—Hangs up the call.
•
Run VRU Script—Runs an Unified ICME Voice Response Unit (VRU) script on the Cisco Unified CCX system.
Cancel—Cancels the Unified ICME VRU script that is currently running.
•
This section includes the following tasks:
•
Configuring General Unified ICME Information, page 8-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
8-3
Chapter 8 Provisioning Additional Subsystems
Provisioning the Unified ICME Subsystem
•
Configuring Unified ICME VRU Scripts, page 8-7
Related Topics
•
About Additional Subsystems, page 8-2
•
•
•
•
Provisioning the HTTP Subsystem, page 8-9
Provisioning the Database Subsystem, page 8-13
Provisioning the eMail Subsystem, page 8-20
Configuring the Unified ICME Post-Routing Application, page 9-10
•
Configuring the Unified ICME Translation-Routing Application, page 9-14
Configuring General Unified ICME Information
Configure general Unified ICME information. General Unified ICME information includes the TCP/IP socket number for receiving messages from the
Unified ICME system and the expanded call context variables you want to use to pass call-related information. To configure general Unified ICME information, complete the following steps.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
ICM.
The Unified ICME Configuration General area automatically opens in the Unified
ICME Configuration web page when you first choose the Unified ICME menu option from the Subsystems menu.)
8-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 8 Provisioning Additional Subsystems
Step 2
Provisioning the Unified ICME Subsystem
Use this web page to specify the following fields.
Field Description
VRU Connection Port The same number configured in the VRU Peripheral Interface Manager (PIM) on the Unified ICME system. The default value in the Unified ICME setup is
5000.
Service Control
The system uses this TCP/IP socket number to receive messages from the
Unified ICME system. You can copy the VRU Connection Port value from the
VRU PIM configuration dialog box of the VRU PG machine.
If you click Yes, the Service Control interface allows Unified ICME to provide call-processing instructions to the Cisco Unified CCX system. It also provides Unified ICME software with event reports indicating changes in call state.
You must enable the service control interface to use the Unified ICME subsystem.
Cisco Unified CCX Administration Guide, Release 7.0(1)
8-5
Chapter 8 Provisioning Additional Subsystems
Provisioning the Unified ICME Subsystem
Field
Parameter Separator
Additional VRU Call
Information
Description
The character used to delineate individual parameters in a multiple parameter variable.
Select the required variables to pass call-related information. The following expanded call variables are available on the Unified ICME subsystem:
•
Task ID: Task ID that handles the current call.
•
•
•
•
Media ID: Media ID that handles the current call.
Last Redirected Address: Transient part ID of the call.
Arrival Type: Arrival type of the call.
Session Handled: Boolean flag that the Unified ICME software or a Set
Contact Info step with a Handled flag step sets to indicate whether the session is handled.
Note
Cisco Unified CCX automatically sets the flag whenever a call is connected to an agent.
•
Note
VRU Script Name: Script name to run on the PreConnect feature.
•
Config Param: Parameters for the VRU scripts on the PreConnect feature.
Note
You can also define your own expanded call variables in the
Configure ICME tool in the Unified ICME system. The Cisco Unified
CCX Engine registers the user-defined expanded call variables with
Unified ICME after it loads the VRU scripts that use these variables. The variables remain registered until the Unified ICME session is reopened
(either by request from the VRU PG or when the Cisco Unified
CCX Engine is restarted). The variables remain registered even if you delete the script that uses them.
8-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 8 Provisioning Additional Subsystems
Provisioning the Unified ICME Subsystem
Step 3
Tip
Every Call Context Variable and Expanded Call Context Variable must be defined on both sides of the system that receive and send variable data in scripts. In an Unified CCX system, these variables must be defined both in Unified CCX and in Cisco Desktop Administrator (CDA). In an
Unified CCX system integrated with Unified ICME through the Unified
Gateway, these variable must be defined in Unified CCX, in CDA, and also in Unified ICME.
Click Update.
The configuration information is added to the system.
You are now ready to configure the Unified ICME VRU Scripts area of the Unified
ICME Configuration web page.
Related Topic
•
Configuring Unified ICME VRU Scripts, page 8-7
•
About Additional Subsystems, page 8-2
Configuring Unified ICME VRU Scripts
Configure Unified ICME VRU scripts. Unified ICME VRU Script entries allow you to map the VRU script name, used by Unified ICME in the Run VRU Script node, to a Cisco Unified CCX script name.
Unified ICME uses VRU scripts to handle interactions with contacts. These scripts are loaded as applications on the Cisco Unified CCX Engine.
To configure Unified ICME VRU Scripts, complete the following steps.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
ICM.
The Unified ICME Configuration web page opens, displaying the General area.
Cisco Unified CCX Administration Guide, Release 7.0(1)
8-7
Chapter 8 Provisioning Additional Subsystems
Provisioning the Unified ICME Subsystem
Step 2
Step 3
On the Unified ICME Configuration navigation bar, click the Unified ICME
VRU Scripts hyperlink.
The Unified ICME VRU Scripts summary web page opens.
Use this web page to specify the following fields.
Field
VRU Script Name
Script
Description
Displays the VRU script name.
Note
All scripts under the \default directory are listed in the drop-down list of the Script field in the Cisco Script Application Configuration page.
Displays the script associated with the VRU script.
Step 4
Step 5
Click the Add a New VRU Script hyperlink.
The Unified ICME VRU Script area of the Unified ICME Configuration web page opens.
Use this web page to specify the following fields.
Field
VRU Script Name
Script
Description
A name for the VRU script you want to add.
The Cisco Unified CCX script to associate with the VRU script. You can select the script from the drop-down list or click the Edit button to specify a new script.
Note
To specify a new script, click Edit, enter the script name in the dialog box, and click OK. The User Prompt dialog box closes, and the name you entered appears in the Script field.
Note
If you enter the script name as a file URL, enter the value with double backslashes (\\). For example, file://c:\\temp\\aa.aef
Step 6
Click Add.
8-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 8 Provisioning Additional Subsystems
Provisioning the HTTP Subsystem
The Unified ICME VRU Script area closes, and the name of the VRU script you added appears in the Unified ICME VRU Scripts summary web page.
You are now ready to provision any additional subsystems your Cisco Unified
CCX applications require or to begin configuring Cisco Unified CCX applications. See
Chapter 9, “Configuring Cisco Applications.”
Related Topics
•
Configuring General Unified ICME Information, page 8-4
•
About Additional Subsystems, page 8-2
Provisioning the HTTP Subsystem
Note
The HTTP subsystem is available if your system has a license installed for one of the following Cisco product packages: Unified IP IVR or Unified CCX Premium.
The Cisco Unified CCX system uses the HTTP subsystem to enable Cisco Unified
CCX applications to respond to requests from a variety of web clients, including computers and IP phones.
Note
If you are not using HTTP applications, you do not need to provision the HTTP subsystem.
The Cisco Unified CCX system uses subdirectories in the Cisco Unified CCX installation directory to store text substitution, eXtensible Style Language (xsl) templates, static and dynamic web pages, and Java Servlet Pages (JSPs).
Note
Use the Document Management page to upload these documents. For more information on the Document Management page, see
Prompts, Grammars, Documents, and Custom Files.”
Cisco Unified CCX Administration Guide, Release 7.0(1)
8-9
Chapter 8 Provisioning Additional Subsystems
Provisioning the HTTP Subsystem
To provision the HTTP subsystem, you need to provision HTTP triggers. HTTP applications use triggers to activate the application in response to an incoming
HTTP message.
In addition—if necessary—you can change the TCP/IP port used by the HTTP server.
This section describes:
•
•
Configuring HTTP Triggers, page 8-10
Changing Port Numbers, page 8-12
•
•
•
Related Topics
•
About Additional Subsystems, page 8-2
Provisioning the Unified ICME Subsystem, page 8-3
Provisioning the Database Subsystem, page 8-13
•
Provisioning the eMail Subsystem, page 8-20
Adding Application Triggers, page 9-18
Configuring HTTP Triggers
To configure HTTP triggers for applications, complete the following steps.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
HTTP.
The HTTP Trigger Configuration summary web page opens.
Click the Add a New HTTP Trigger hyperlink.
The HTTP Trigger Configuration web page opens.
Note
For a complete description of all columns, icons, and buttons on this page, see
HTTP Configuration, page 20-23
8-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 8 Provisioning Additional Subsystems
Step 3
Use this web page to specify the following fields.
Provisioning the HTTP Subsystem
Field
URL
Language
Maximum Number Of
Sessions
Idle Timeout (in ms)
Enabled
Description
The relative URL
For example: http://www.appserver.acme.com:8080/hello
Perform one of the following actions:
•
Note
Choose a default language from the drop-down list.
•
Click Edit, specify a default language in the dialog box that appears, and click OK.
The maximum amount of simultaneous sessions (instances) that the application can handle.
The limit for the maximum number of simultaneous remote monitoring sessions is 16, but the actual number depends on your system’s CPU and memory resources. Entering a number that is too high can result in unacceptable system performance.
Maximum amount of time (in milliseconds) that the system will wait to invoke the application before rejecting a contact.
(Radio button) Accept Yes (the default).
Note
If you disable the trigger, the user receives an error message when browsing to the defined trigger URL.
Step 4
Click Add.
The HTTP Trigger Configuration web page closes, and the trigger information appears on the HTTP Trigger Configuration summary web page.
You are now ready to provision any additional subsystems your Cisco Unified
CCX applications require or to begin configuring Cisco Unified CCX applications. See
Configuring Cisco Applications, page 9-1
.
Related Topics
•
Changing Port Numbers, page 8-12
•
About Additional Subsystems, page 8-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
8-11
Chapter 8 Provisioning Additional Subsystems
Provisioning the HTTP Subsystem
•
Adding Application Triggers, page 9-18
Changing Port Numbers
You can set the TCP/IP port number the Cisco Unified CCX Engine uses for the internal HTTP server when you install the HTTP subsystem. The default port used during installation is port 8080.
After the HTTP subsystem is installed, you can change the port in the Tomcat server.MIVR.xml file.
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
To change the TCP/IP port number, complete the following steps on all the Cisco
Unified CCX Engine-enabled nodes in the cluster.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Create a backup copy of the following configuration file:
installation directory\tomcat\conf\server.MIVR.xml
Open the original configuration file using any text editor.
Search the file to find the string “Normal HTTP.”
The following example shows the portion of the file that contains the port number:
<!-- Normal HTTP -->
<Connector className=”org.apache.tomcat.service.PoolTcpConnector”>
<Parameter name=”handler” value=”org.apache.tomcat.service.http.HttpConnectionHandler”/>
<Parameter name=”port”
value=”8080”/>
</Connector>
Change the value 8080 to the port number you want to use.
The standard port number for HTTP is port 80. The default port number for Secure
Socket Layer (SSL) servers (HTTPS) is 443.
Save the configuration file.
Cisco Unified CCX Administration Guide, Release 7.0(1)
8-12
Chapter 8 Provisioning Additional Subsystems
Step 6
Provisioning the Database Subsystem
Restart the Cisco Unified CCX Engine by performing the following steps:
a.
b.
Choose System > Control Center > Server from the Cisco Unified CCX
Administration menu bar.
Select the Cisco Unified CCX Engine radio button and click Restart or Stop and Start.
Tip
If you have just completed a Cisco Unified CCX cluster or server setup procedures, be sure to wait at least 10 minutes before you restart the Cisco
Unified CCX Engine. This time gap is required for Cisco Unified CCX to synchronize information across the cluster.
Related Topics
•
Configuring HTTP Triggers, page 8-10
•
•
About Additional Subsystems, page 8-2
Adding Application Triggers, page 9-18
Provisioning the Database Subsystem
Note
The database subsystem is available if your system has a license installed for either the Unified IP IVR or Unified CCX Premium product packages.
The Cisco Unified CCX system uses the Database subsystem to enable Cisco
Unified CCX applications to interact with database servers in order to make database information accessible to contacts.
Tip
If the enterprise database is an external SQL server, then you must configure this
SQL server to run in SQL Mixed Mode Authentication.
Cisco Unified CCX Administration Guide, Release 7.0(1)
8-13
Chapter 8 Provisioning Additional Subsystems
Provisioning the Database Subsystem
Caution
Cisco Unified CCX does not support the use of Mixed Mode authentication for internal SQL with MSDE or SQL 2000.
Note
If you are not using Cisco Unified CCX applications that require access to databases, you do not need to provision the Database subsystem.
Caution
The Database subsystem does not support database views or execute store procedures.
To provision the Database subsystem, perform the following procedures:
•
Defining an ODBC Data Source, page 8-14
•
Adding a New Data Source, page 8-17
Related Topics
•
About Additional Subsystems, page 8-2
•
Provisioning the Unified ICME Subsystem, page 8-3
•
•
Provisioning the HTTP Subsystem, page 8-9
Provisioning the eMail Subsystem, page 8-20
Defining an ODBC Data Source
For an application script to use information from a database, you must define an
ODBC data source name. The ODBC data source name provides information to
Microsoft Windows about how to connect the application server to an enterprise database such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2.
Note
To determine a list of enterprise databases supported for the Database subsystem, see the Cisco Unified CCX Software and Hardware Compatibility Guide: http://www.cisco.com/univercd/cc/td/doc/product/voice/sw_ap_to/Cisco Unified
CCXcomtx.pdf.
8-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 8 Provisioning Additional Subsystems
Provisioning the Database Subsystem
To set up a data source name, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
On the script server, choose Start > Programs > Administrative Tools >
Data Sources (ODBC).
The ODBC Data Source Administrator window opens.
Click the System DSN tab.
The System DSN tab of the ODBC Data Source Administrator window opens.
To add a Data Source Name (DSN), click Add.
The Create New Data Source window opens.
Select the driver for which you want to set up a data source, and click Finish. As an example, to create a DSN for Microsoft SQL Server, select SQL Server.
The Create a New Data Source to SQL Server window opens.
In the Create a New Data Source to SQL Server window, perform the following tasks:
•
In the Name field, enter a name.
The name you enter must match the value entered in the Data Source Name field in the Cisco Unified CCX Administration web interface.
•
In the Description field, enter a description.
Enter information that will help the application designer identify the purpose of this data source.
•
From the Server drop-down menu, choose the host name or IP address of the computer where the enterprise database resides.
Click Next.
The second Create a New Data Source to SQL Server window opens.
Select the SQL Server radio button as the authentication mode to access the
Enterprise Database. This choice is the only supported mode to connect to
Enterprise Database.
Cisco Unified CCX Administration Guide, Release 7.0(1)
8-15
Chapter 8 Provisioning Additional Subsystems
Provisioning the Database Subsystem
Note
When you want the workflow application script to read information from the db_cra Cisco Unified CCX database, then select the Windows NT radio button as the authentication mode in a separate DSN. This choice provides read-only access to the db_cra database.
Tip
Select SQL server as the authentication mode for external databases.
Step 8
Step 9
Step 10
Step 11
Click Client Configuration to configure the connection between the Cisco
Unified CCX server and the computer where the enterprise database resides.
The Client Configuration window opens.
Choose TCP/IP network libraries.
Enter a username in the Login ID field and a password in the Password field.
Make a note of the username and password you choose. You will use this username and password to complete the enterprise database configuration in the following procedure.
Click Next to complete the DSN configuration and to test connectivity to the chosen data source.
You are now ready to add a new data source.
Related Topics
•
Adding a New Data Source, page 8-17
•
Polling Database Connectivity, page 8-18
•
About Additional Subsystems, page 8-2
8-16
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 8 Provisioning Additional Subsystems
Provisioning the Database Subsystem
Adding a New Data Source
After defining the ODBC data source (see
To add a new data source, complete the following steps.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Database.
The Enterprise Database Subsystem Configuration summary web page opens. The following information is populated for configured data sources.
Field
Data Source Name
Username
Password
Maximum Number of
Connections
Delete
Refresh
Description
Data source name configured when an ODBC
1
data source is defined.
Username defined for connecting to the enterprise database.
Password defined for connecting to the enterprise database.
Maximum number of connections allowed to connect to the database.
This database is usually an external database to which the customer script can connect. While the limit is set by that database and governed by your license. If this number in this setting is exceeded, the corresponding workflow is aborted and the caller receives an error message. However, you can avoid this error by configuring the appropriate number of sessions (see
, in
Chapter 9, “Maximum Number Of Sessions”
) in the corresponding script/application. Also the script writer can provide information about how many connections are used per call (or instance of application).
Click the icon to delete the data source information in that specific row.
Click the icon to refresh the data source information in that specific row.
1.
ODBC = Open Database Connectivity
Step 2
Click the Add a New Data Source hyperlink.
The Enterprise Database Subsystem Configuration web page opens.
Cisco Unified CCX Administration Guide, Release 7.0(1)
8-17
Chapter 8 Provisioning Additional Subsystems
Provisioning the Database Subsystem
Step 3
Use this web page to specify the following fields:
Field
Datasource Name
User Name
Password / Confirm
Password
Maximum Number of
Connections
Description
Data Source Name configured when an ODBC Data Source is defined.
Username defined for connecting to the enterprise database in this field.
Password defined for connecting to the enterprise database.
The maximum amount of simultaneous sessions (instances) that the application can handle.
Note
The limit for the maximum number of simultaneous remote monitoring sessions is 16, but the actual number depends on your system’s CPU and memory resources. Entering a number that is too high can result in unacceptable system performance.
Step 4
Click Add to apply changes.
The Enterprise Database Subsystem Configuration summary web page opens, showing the data source you added. You are now ready to provision any additional subsystems your Cisco Unified CCX applications require or to begin configuring
Cisco Unified CCX applications. See Configuring Cisco Applications, page 9-1
.
Related Topics
•
Defining an ODBC Data Source, page 8-14
•
Adding a New Data Source, page 8-17
•
About Additional Subsystems, page 8-2
Polling Database Connectivity
To poll connectivity to the database on a periodic basis, complete the following steps.
8-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 8 Provisioning Additional Subsystems
Provisioning the Database Subsystem
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Database.
The Enterprise Database Subsystem Configuration summary web page opens.
Click the Parameters hyperlink.
The Enterprise Database Subsystem Configuration web page opens to display the parameter-related fields.
Use this web page to specify the following fields:
Step 3
Field Description
RetryConnectInterval Specifies the interval between two connection attempts when a data source is initialized. The default is 15,000.
NumAttempt Specifies the number of attempts to establish connections to the database when a data source is initialized. The default is 3 attempts.
LoginTimeout
SQLState
Sets the maximum time in seconds that a driver will wait while attempting to connect to a database. The default is 0 (disabled).
Error code returned by the database when an invalid, stored procedure is executed. The default state is |HY000|. If required, you can add other states, using | as the separator.
Step 4
Click Update to apply changes (or Reset to Default if you prefer to retain the default values.
The Enterprise Database Subsystem Configuration summary web page opens, showing the data source you added. You are now ready to provision any additional subsystems your Cisco Unified CCX applications require or to begin configuring
Cisco Unified CCX applications (see Configuring Cisco Applications, page 9-1 ).
Related Topics
•
Defining an ODBC Data Source, page 8-14
•
About Additional Subsystems, page 8-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
8-19
Chapter 8 Provisioning Additional Subsystems
Provisioning the eMail Subsystem
Provisioning the eMail Subsystem
Note
The eMail subsystem is available if your system has a license installed for one of the following Cisco product packages: Unified IP IVR or Unified CCX Premium.
The Cisco Unified CCX system uses the eMail subsystem to communicate with your e-mail server and enable your applications to create and send email. You must provision the eMail subsystem if you intend to create scripts that use messaging steps to create and send e-mail.
Tip
If your e-mail system is configured to receive acknowledgments, you should process the mailbox you identify in your configuration to determine whether or not an e-mail was successfully sent.
The e-mail configuration process identifies the default e-mail address and server to be used for sending e-mail (including e-pages and faxes) and for receiving acknowledgments.
Note
If you are not using e-mail applications, you do not need to provision the eMail subsystem.
To provision the e-mail subsystem, complete the following steps.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
eMail.
The eMail Configuration web page opens.
8-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 8 Provisioning Additional Subsystems
Step 2
Use this web page to specify the following fields:
Provisioning the eMail Subsystem
Field
Mail Server
eMail Address
Description
A fully-qualified e-mail server name.
Example: server.domain.com)
An existing fully qualified e-mail address for the administrative account.
Example:[email protected]
Step 3
Click Update.
The Cisco Unified CCX system saves your changes and the Cisco Unified
CCX Administration web page opens.
Note
Cisco does not currently support multiple e-mail configurations. To remove the e-mail information, you must erase the fields and click Update.
You are now ready to provision any additional subsystems your Cisco Unified
CCX applications require, or to begin configuring Cisco Unified CCX applications (see
Chapter 9, “Configuring Cisco Applications,” and
“Managing Prompts, Grammars, Documents, and Custom Files.” )
Related Topics
•
About Additional Subsystems, page 8-2
•
•
•
•
Provisioning the Unified ICME Subsystem, page 8-3
Provisioning the HTTP Subsystem, page 8-9
Provisioning the Database Subsystem, page 8-13
Provisioning the eMail Subsystem, page 8-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
8-21
Provisioning the eMail Subsystem
Chapter 8 Provisioning Additional Subsystems
8-22
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
9
Configuring Cisco Applications
The Cisco Unified CCX system uses applications to interact with contacts and perform a wide variety of functions, such as prompting callers for information, transferring calls, and providing information to callers.
To configure Cisco Unified CCX applications, you must complete the following tasks:
•
Provision telephony and media resources (see
•
•
Provision your Unified CCX subsystem, if required (see
Provision additional subsystems, if required (see
The following sections describe how to configure applications and make them available to the Cisco Unified CCX system.
•
About Cisco Unified CCX Applications, page 9-2
•
•
Adding Application Triggers, page 9-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-1
Chapter 9 Configuring Cisco Applications
About Cisco Unified CCX Applications
About Cisco Unified CCX Applications
The Cisco Unified CCX system uses applications to interact with contacts and perform a wide variety of functions.
Note
Cisco Unified CCX licenses you purchase and install determine the applications available on your system (see
The Application Management Menu Option, page 19-2 ).
Cisco Unified CCX provides the following application types:
•
Script (see
Configuring Cisco Script Applications, page 9-3 ).
•
•
•
Busy (see
Configuring the Busy Application, page 9-7
).
Ring-No-Answer (see
Configuring the Ring-No-Answer Application, page 9-8
).
Remote Monitoring (see Configuring the Remote Monitoring Application, page 9-16 ).
If Cisco Unified CCX is integrated with Unified ICME, you will also need to configure one or both of the following application types:
•
•
Unified ICME post-routing (see
Post-Routing Application, page 9-10 ).
Unified ICME translation-routing (see Configuring the Unified ICME
Translation-Routing Application, page 9-14 ).
Note
If you are not using Cisco Unified Intelligent Contact Management
Enterprise (Unified ICME) software, you do not need to configure
Unified ICME post-routing and Unified ICME translation-routing applications. For information about these Unified ICME software features, see the Cisco Unified ICME Scripting and Media Routing Guide.
Related Topic
Cisco Unified CCX Licensing Packages, page A-1
9-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 9 Configuring Cisco Applications
About Cisco Unified CCX Applications
Configuring Cisco Script Applications
Cisco Unified CCX script applications are applications based on scripts created in the Cisco Unified CCX Editor. These applications come with every Cisco
Unified CCX system and execute scripts created in the Cisco Unified CCX Editor
Use the Cisco Unified CCX Editor to create scripts that direct the Cisco Unified
CCX system to automatically answer calls and other types of contacts, prompt callers for information, accept caller input, queue calls, distribute calls to available agents, place outbound calls, respond to HTTP requests, and send e-mail messages.
Note
The Cisco Unified CCX system includes a number of sample scripts. For a description of these sample scripts, and for more information on creating scripts with the Cisco Unified CCX Editor, see the Cisco Unified CCX Scripting and
Development Series: Volume 1, Getting Started with Scripts. In addition, a script repository is available at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_architectures_ list.html
. This repository provides some examples of scripting techniques that can leverage Cisco Unified CCX abilities.
Cisco script applications can make use of many components, such as scripts, pre-recorded prompts, grammars, languages, locales, and custom Java classes.
For more information about these components, see
Prompts, Grammars, Documents, and Custom Files.”
Tip
Upload these components to the Repository before you configure a Cisco script application that uses them.
Depending on your particular Cisco Unified CCX implementation, you may need to perform most or all of the following tasks to configure a Cisco script application:
1.
Manage scripts. Cisco script applications are based on scripts that you must upload to the repository and make available to the Cisco Unified CCX system.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-3
Chapter 9 Configuring Cisco Applications
About Cisco Unified CCX Applications
2.
3.
4.
Manage prompts. Many applications make use of pre-recorded prompts, stored as .wav files, which are played back to callers in order to provide information and elicit caller response. You must upload these .wav files to the repository and make them available to the Cisco Unified CCX system.
Install grammars. The Cisco Unified CCX system uses specific grammars to recognize and respond to caller response to prompts. You must store these grammars in a directory to make them available to the Cisco Unified CCX system.
Install customized Cisco Unified CCX languages. Language packs, such as
American English, Canadian French, and so on, are installed with Cisco
Unified CCX. You install language packs in a directory accessible by the
Cisco Unified CCX system.
5.
6.
Install Java files. In addition to the Java files automatically installed as part of the Cisco Unified CCX installation process, you can install your own custom classes and Java Archive (JAR) files in order to customize the performance of your Cisco Unified CCX system.
Add a Cisco script application. Scripts created in the Cisco Unified
CCX Editor are used as the basis for Cisco script applications.
7.
Add an application trigger. Triggers are specified signals that invoke application scripts in response to incoming contacts. After adding a new
Cisco script application, you need to add a trigger so that this application can respond to telephone calls and/or HTTP requests.
To add a new Cisco script application, complete the following steps.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose Applications >
Application Management.
The Application Configuration summary web page opens.
Click the Add a New Application hyperlink.
The Add a New Application web page opens.
From the Application Type drop-down menu, choose Cisco Script Application and click Next.
The Cisco Script Application configuration web page opens.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-4
Chapter 9 Configuring Cisco Applications
Step 4
About Cisco Unified CCX Applications
Use this web page to specify the following fields.
Field
Name
ID
Maximum Number Of
Sessions
Script
Description
Description
A name for the application.
Accept the automatically-generated ID, or enter a unique ID.
Note
The Historical Reporting feature uses this ID to identify this application.
The maximum amount of simultaneous sessions (instances) that the application can handle.
Note
Note
The limit for the maximum number of simultaneous remote monitoring sessions is 16, but the actual number depends on your system’s CPU and memory resources. Entering a number that is too high can result in unacceptable system performance.
This field is only available for Cisco Script Application type.
Perform one of the following actions:
•
Note
Choose a script from the drop-down list to run the application. If the script contains parameters, the parameters display below the Script drop-down menu. Each parameter has a check box, which enables you to override the default value for that parameter. If you want to override the value, check the check box for that parameter.
•
Click Edit, enter the script name in the dialog box, and click OK. The
User Prompt dialog box closes, and the name you entered appears in the Script field.
Note
If you enter the script name as a file URL, enter the value with double backslashes (\\). For example, file://c:\\temp\\aa.aef
Use the Tab key to automatically populate this field.
Note
For the Busy and Ring-No-Answer application types, this field is only visible when you click on Show More.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-5
Chapter 9 Configuring Cisco Applications
About Cisco Unified CCX Applications
Field
Enabled
Default Script
Description
Click the required radio button to accept (Yes = default) or reject (No)
Note
Note
For the Busy and Ring-No-Answer application types, this field is only visible when you click on Show More.
This field is only available for Cisco Script Application type.
The default script executes when an error occurs with the configured script application that causes it to abort.
Perform one of the following actions:
•
Choose a script from the drop-down list to run the application. If a
Default Script is not defined, the internal system default is executed.
•
Click Edit, specify a script in the dialog box that appears, and click
OK.
Step 5
Step 6
Click Add.
The Cisco Script Application page refreshes, the Add New Trigger hyperlink appears on the navigation bar, and a dialog box opens with the following message
The following message appears:
The operation has been executed successfully.
Click OK to close the dialog box.
Your next step is to add a trigger for the application (see
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
Configuring the Busy Application, page 9-7
•
•
•
•
Configuring the Ring-No-Answer Application, page 9-8
Configuring the Remote Monitoring Application, page 9-16
Configuring the Unified ICME Post-Routing Application, page 9-10
Configuring the Unified ICME Translation-Routing Application, page 9-14
9-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 9 Configuring Cisco Applications
About Cisco Unified CCX Applications
Configuring the Busy Application
This application, which comes with every Cisco Unified CCX system, plays a busy signal.
Field
Name
Description
ID
Note
The Cisco Busy application comes with each Cisco Unified CCX system.
The Cisco Busy application returns a busy signal when a call reaches a Computer
Telephony Interface (CTI) route point and the extension is busy.
To configure the Busy application, you will need to perform the following tasks:
1.
Add the Busy application.
2.
Add a Unified CM Telephony trigger to the Busy application. The Busy application is activated when it is triggered by a Unified CM Telephony trigger. The Busy application does not support HTTP triggers.
To configure the Cisco Unified CCX server with the Busy application, complete the following steps.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose Applications >
Application Management and click the Add a New Application hyperlink.
The Add a New Application web page opens.
From the Application Type drop-down menu, choose Busy, and then click Next.
The Busy Application Configuration web pages appears.
Use this web page to specify the following fields.
Description
A name for the application.
Use the Tab key to automatically populate this field.
Accept the automatically-generated ID, or enter a unique ID.
Note
The Historical Reporting feature uses this ID to identify this application.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-7
Chapter 9 Configuring Cisco Applications
About Cisco Unified CCX Applications
Field Description
Maximum Number Of
Sessions
The maximum amount of simultaneous sessions (instances) that the application can handle.
Note
The limit for the maximum number of simultaneous remote monitoring sessions is 16, but the actual number depends on your system’s CPU and memory resources. Entering a number that is too high can result in unacceptable system performance.
Enabled (Radio button) Accept Yes (the default).
Step 4
Step 5
Click Add.
The Busy web page refreshes, the Add New Trigger hyperlink appears on the navigation bar, and a dialog box opens with the following message:
The operation has been executed successfully
Click OK to close the dialog box.
Your next step is to add a trigger for the application (see
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
Configuring Cisco Script Applications, page 9-3
•
•
•
•
Configuring the Ring-No-Answer Application, page 9-8
Configuring the Remote Monitoring Application, page 9-16
Configuring the Unified ICME Post-Routing Application, page 9-10
Configuring the Unified ICME Translation-Routing Application, page 9-14
Configuring the Ring-No-Answer Application
This application, which comes with each Cisco Unified CCX system, plays a ring tone.
9-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 9 Configuring Cisco Applications
About Cisco Unified CCX Applications
Field
Name
Description
ID
Note
The Cisco Ring-No-Answer application comes with each Cisco Unified CCX system.
The Cisco Ring-No-Answer application returns a ring tone signal when a call reaches a CTI route point.
To configure the Ring-No-Answer application, you will need to perform the following tasks:
1.
Add the Ring-No-Answer application.
2.
Add a Unified CM Telephony trigger to the Ring-No-Answer application.
The Ring-No-Answer application is activated when it is triggered by a
Unified CM Telephony trigger.
To configure the Cisco Unified CCX server with the Ring-No-Answer application, complete the following steps.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose Applications >
Application Management and click the Add a New Application hyperlink.
The Add a New Application web page opens.
From the Application Type drop-down menu, choose Ring-No-Answer, and then click Next.
The Ring-No-Answer web page opens.
Use this web page to specify the following fields.
Description
A name for the application.
Use the Tab key to automatically populate this field.
Accept the automatically-generated ID, or enter a unique ID.
Note
The Historical Reporting feature uses this ID to identify this application.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-9
Chapter 9 Configuring Cisco Applications
About Cisco Unified CCX Applications
Field
Maximum Number Of Sessions
Enabled
Description
The maximum amount of simultaneous sessions (instances) that the application can handle.
Note
The limit for the maximum number of simultaneous remote monitoring sessions is 16, but the actual number depends on your system’s CPU and memory resources. Entering a number that is too high can result in unacceptable system performance.
(Radio button) Accept Yes (the default).
Step 4
Step 5
Click Add.
The Ring-No-Answer web page refreshes, the Add New Trigger hyperlink appears on the navigation bar, and a dialog box opens with the following message:
The operation has been executed successfully
Click OK to close the dialog box.
Your next step is to add a trigger for the application (see
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
Configuring Cisco Script Applications, page 9-3
•
•
•
•
Configuring the Busy Application, page 9-7
Configuring the Ring-No-Answer Application, page 9-8
Configuring the Remote Monitoring Application, page 9-16
Configuring the Unified ICME Translation-Routing Application, page 9-14
Configuring the Unified ICME Post-Routing Application
These applications are used by the Unified IP IVR system to receive calls directly from Unified CM, which sends the call to the post-routing route point on the Cisco
Unified CCX system.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-10
Chapter 9 Configuring Cisco Applications
About Cisco Unified CCX Applications
Note
The Unified ICME Post-routing application comes with Unified IP IVR.
Unified ICME post-routing applications use the Cisco Unified CCX server as a queue point for Unified ICME. In Unified ICME post-routing, the Unified IP IVR system receives calls directly from Unified CM, which sends the call to the post-routing route point on the Cisco Unified CCX system.
If you configure this route point to run an initial application, such as an application to welcome the caller and collect an account number, the Cisco
Unified CCX system notifies the Unified ICME software about the call, and then waits for further instructions. If you do not configure an initial script, the Cisco
Unified CCX system informs the Unified ICME software about the call, but takes no other action.
After notification, the Unified ICME system runs a script, which can be composed of many different call-handling steps, including three commands that can be sent to the Cisco Unified CCX system:
•
•
Connect—This request is automatically sent by Unified ICME whenever an agent is available and the call can be connected to that agent.
Release—This request releases the call.
•
Run VRU Script—This request runs the VRU script.
Note
Before you can configure a Unified ICME post-routing application, you must first upload any VRU scripts that the application will need
(see
Provisioning the Unified ICME Subsystem, page 8-3 ).
To configure a Unified ICME post-routing application, you will need to perform the following tasks:
1.
Add a Unified ICME post-routing application. In addition to configuring general information such as name and ID, you must specify the script on which the Unified ICME post-routing application is based.
2.
Add a Unified CM Telephony trigger to the Unified ICME post-routing application. The Unified ICME post-routing application is invoked by a
Unified CM Telephony trigger. The Unified ICME post-routing application does not support HTTP triggers.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-11
Chapter 9 Configuring Cisco Applications
About Cisco Unified CCX Applications
To configure the Cisco Unified CCX server with the post-routing application and to add a Unified CM Telephony trigger, complete the following steps.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose Applications >
Application Management and click the Add a New Application hyperlink.
The Add a New Application web page opens.
From the Application Type drop-down menu, choose Unified ICME
Post-Routing.
The Unified ICME Post-Routing configuration web page opens.
Use this web page to specify the following fields.
Field
Name
Description
ID
Maximum Number Of
Sessions
Enabled
Timeout (in seconds)
Description
A name for the application.
Use the Tab key to automatically populate this field.
Accept the automatically-generated ID, or enter a unique ID.
This ID is the service identifier that will be reported with the call back to
Unified ICME.
The maximum amount of simultaneous sessions (instances) that the application can handle.
Note
The limit for the maximum number of simultaneous remote monitoring sessions is 16, but the actual number depends on your system’s CPU and memory resources. Entering a number that is too high can result in unacceptable system performance.
(Radio button) Accept Yes (the default).
The maximum amount of time (in seconds) that the system will wait to invoke the application before rejecting a contact.
9-12
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 9 Configuring Cisco Applications
Field
Initial Script
Default Script
About Cisco Unified CCX Applications
Description
(Drop-down list) Choose a script to run when the Cisco Unified CCX receives a call.
This script can be used to acquire initial digits from the caller and report the information to Unified ICME as part of the notification of the incoming call. This capability allows Unified ICME to correctly choose a Unified
ICME script to serve the call.
(Drop-down list) Choose a script to run to route a call to a default treatment in the event of a:
•
•
System error
Request by Unified ICME
Step 4
Step 5
Click Add.
The Unified ICME Post-Routing web page refreshes, the Add New Trigger hyperlink appears on the navigation bar, and a dialog box opens with the following message:
The operation has been executed successfully
Click OK to close the dialog box.
Your next step is to add a trigger for the application (see
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
Configuring Cisco Script Applications, page 9-3
•
•
•
•
•
Configuring the Busy Application, page 9-7
Configuring the Ring-No-Answer Application, page 9-8
Configuring the Remote Monitoring Application, page 9-16
Configuring the Unified ICME Post-Routing Application, page 9-10
Provisioning the Unified ICME Subsystem, page 8-3
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-13
Chapter 9 Configuring Cisco Applications
About Cisco Unified CCX Applications
Configuring the Unified ICME Translation-Routing Application
These applications use the Cisco Unified CCX server as a queue point for Unified
CCX, so that Unified ICME can route calls to the Cisco Unified CCX server.
Note
The Unified ICME Translation-routing application comes with Unified IP IVR.
You must configure Unified ICME translation-routing applications when the
Cisco Unified CCX server is used as a queue point for a Unified CCX solution in which calls are expected to be routed by the Unified ICME to the Cisco Unified
CCX server.
The call attributes will be reported as part of a configured translation-route on the
Unified ICME.
Note
Before you can configure a Unified ICME translation-routing application, you must first upload any VRU scripts that the application will need (see
Provisioning the Unified ICME Subsystem, page 8-3
).
To configure the Unified ICME translation-routing application, you will need to perform the following tasks:
1.
Add a Unified ICME translation-routing application.
2.
In addition to configuring general information such as name and ID, you must specify the script on which the Unified ICME translation-routing application is based.
Add a Unified CM Telephony trigger to the Unified ICME translation-routing application.
The Unified ICME translation-routing application is invoked by a Unified
CM Telephony trigger, and does not support HTTP triggers.
To configure the Cisco Unified CCX server with a Unified ICME translation-routing application and to add a Unified CM Telephony trigger, complete the following steps.
9-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 9 Configuring Cisco Applications
About Cisco Unified CCX Applications
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose Applications >
Application Management and click the Add a New Application hyperlink.
The Add a New Application web page opens.
From the Application Type drop-down menu, choose Unified ICME
Translation-Routing.
The Unified ICME Translation-Routing configuration web page opens.
Use this web page to specify the following fields.
Field
Name
Description
ID
Maximum Number Of
Sessions
Enabled
Timeout (in seconds)
Default Script
Description
A name for the application.
Use the Tab key to automatically populate this field.
Accept the automatically-generated ID, or enter a unique ID.
This field corresponds to the service identifier of the call reported to the
Unified ICME and configured in the Unified ICME translation route.
The maximum amount of simultaneous sessions (instances) that the application can handle.
Note
The limit for the maximum number of simultaneous remote monitoring sessions is 16, but the actual number depends on your system’s CPU and memory resources. Entering a number that is too high can result in unacceptable system performance.
(Radio button) Accept Yes (the default).
The maximum amount of time (in seconds) that the system will wait to invoke the application before rejecting a contact.
(Drop-down list) Choose a script to run to route a call to a default treatment in the event of a:
•
System error
•
Request by Unified ICME
Step 4
Click Add.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-15
Chapter 9 Configuring Cisco Applications
About Cisco Unified CCX Applications
Step 5
The Unified ICME Translation Routing web page refreshes, the Add New
Trigger hyperlink appears on the navigation bar, and a dialog box opens with the following message:
The operation has been executed successfully
Click OK to close the dialog box.
Your next step is to add a trigger for the application (see
•
•
•
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
Configuring Cisco Script Applications, page 9-3
Configuring the Busy Application, page 9-7
•
•
•
Configuring the Remote Monitoring Application, page 9-16
Configuring the Unified ICME Post-Routing Application, page 9-10
Configuring the Unified ICME Translation-Routing Application, page 9-14
Provisioning the Unified ICME Subsystem, page 8-3
Configuring the Remote Monitoring Application
This application, available when you purchase Unified CCX Premium, allows a supervisor to monitor an agent’s conversation.
Note
The Remote Monitoring application comes with Unified CCX Premium systems.
9-16
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 9 Configuring Cisco Applications
About Cisco Unified CCX Applications
You must configure Remote Monitoring applications when you want to use the
Remote Monitoring feature to allow a supervisor to monitor an agent’s conversation.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose Applications >
Application Management and click the Add a New Application hyperlink.
The Add a New Application web page opens.
Choose Cisco Script Application from the Application Type drop-down menu and click Next.
The Cisco Script Application web page appears.
Use this web page to specify the following fields.
Field
Name
Description
ID
Maximum Number of Sessions
Enabled
Script
WelcomePrompt
MaxRetry
Description
A name for the application.
Use the Tab key to automatically populate this field.
Accept the automatically-generated ID, or enter a unique ID.
Note
The Historical Reporting feature uses this ID to identify this application.
The maximum amount of simultaneous sessions that monitoring sessions allow.
Note
The limit for the maximum number of simultaneous remote monitoring sessions is 16, but the actual number depends on your system’s CPU and memory resources. Entering a number that is too high can result in unacceptable system performance.
(Radio button) Accept Yes (the default).
Select a customized Remote Monitor script or rmon.aef from the drop-down list.
Note
A new set of fields appears for a remote monitoring script.
The .wav file of the Welcome prompt.
The number of times that the script allows a supervisor to enter an incorrect user
ID or password before disconnecting the supervisor.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-17
Chapter 9 Configuring Cisco Applications
Adding Application Triggers
Field Description
Operator Extension The extension of the agent being monitored.
Default Script Accept System Default. The default script is executed if an error occurs with the configured application script.
Step 4
Step 5
Click Add.
The Remote Monitoring web page refreshes, the Add New Trigger hyperlink appears on the navigation bar, and a dialog box opens with the following message:
The operation has been executed successfully
Click OK to close the dialog box.
Your next step is to add a trigger for the application (see
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
•
•
•
•
Configuring Cisco Script Applications, page 9-3
Configuring the Busy Application, page 9-7
Configuring the Ring-No-Answer Application, page 9-8
Configuring the Unified ICME Post-Routing Application, page 9-10
Configuring the Unified ICME Translation-Routing Application, page 9-14
Adding Application Triggers
After adding a new Cisco application, you need to add one or more triggers so that the application can respond to Unified CM/Unified CME Telephony calls and/or
HTTP requests.
Triggers are specified signals that invoke application scripts in response to incoming contacts. The Cisco Unified CCX system uses Unified CM/Unified
CME Telephony triggers to trigger responses to telephone calls and HTTP triggers to respond to HTTP requests.
9-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 9 Configuring Cisco Applications
Adding Application Triggers
You can use either of two methods to add a trigger to an application: Add the trigger from the Cisco Application web page or add the trigger from the Unified
CM/Unified CME Telephony or HTTP Triggers web pages available from the
Subsystem menu.
This section contains the following procedures:
•
Adding a Unified CM/Unified CME Telephony Trigger, page 9-19
•
Adding an HTTP Trigger, page 9-21
•
•
•
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
Provisioning the Unified CM Telephony Subsystem, page 6-5
Provisioning the Unified CME Telephony Subsystem, page 5-6
Provisioning the HTTP Subsystem, page 8-9
Adding a Unified CM/Unified CME Telephony Trigger
You must add Unified CM/Unified CME Telephony triggers to invoke Cisco applications in response to incoming contacts.
A Unified CM/Unified CME Telephony trigger responds to calls that arrive on a specific route point by selecting telephony and media resources to serve the call and invoking an application script to handle the call.
This section contains the following procedures:
•
•
Adding Unified CM/Unified CME Telephony Triggers from an Application
Adding Unified CM/Unified CME Telephony Triggers from Cisco Unified
Related Topics
•
Adding a Unified CM/Unified CME Telephony Trigger, page 9-19
•
Provisioning the Unified CM Telephony Subsystem, page 6-5
•
Provisioning the Unified CME Telephony Subsystem, page 5-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-19
Chapter 9 Configuring Cisco Applications
Adding Application Triggers
Adding Unified CM/Unified CME Telephony Triggers from an Application Web
Page
To add a Unified CM/Unified CME Telephony trigger directly from the Cisco
Application configuration web page, complete the following steps.
Procedure
Step 1
Step 2
Step 3
From the configuration web page for the application you want to add a trigger for, click the Add New Trigger hyperlink.
The Add a New Trigger window opens.
From the Trigger Type drop-down menu, select Unified CM/Unified CME
Telephony and click Click Next.
The Unified CM//Unified CME Telephony Trigger Configuration window opens.
Follow the procedure described in
Adding a Unified CM Telephony Trigger, page 6-15 .
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
•
•
•
•
Adding a Unified CM/Unified CME Telephony Trigger, page 9-19
Adding an HTTP Trigger, page 9-21
Provisioning the Unified CM Telephony Subsystem, page 6-5
Provisioning the Unified CME Telephony Subsystem, page 5-6
Configuring HTTP Triggers, page 8-10
9-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 9 Configuring Cisco Applications
Adding Application Triggers
Adding Unified CM/Unified CME Telephony Triggers from Cisco Unified CCX
To add a Unified CM/Unified CME Telephony trigger to an application from the
Unified CM/Unified CME Telephony subsystem, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Unified CM/Unified CME Telephony.
The Unified CM/Unified CME Telephony Configuration web page opens.
On the navigation bar, click the Unified CM/Unified CME Telephony Triggers hyperlink.
The first Unified CM Telephony Trigger Configuration summary web page opens.
Click the Add a New Unified CM/Unified CME Telephony Trigger hyperlink.
Follow the procedure described in
Adding a Unified CM Telephony Trigger, page 6-15 .
•
•
•
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
•
Adding Application Triggers, page 9-18
Adding a Unified CM/Unified CME Telephony Trigger, page 9-19
•
Adding an HTTP Trigger, page 9-21
Provisioning the Unified CM Telephony Subsystem, page 6-5
Provisioning the Unified CME Telephony Subsystem, page 5-6
Configuring HTTP Triggers, page 8-10
Adding an HTTP Trigger
A Cisco application can be used to handle HTTP requests when the Cisco Unified
CCX system is provisioned with an HTTP trigger.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-21
Chapter 9 Configuring Cisco Applications
Adding Application Triggers
Note
HTTP triggers are available if your system has a license installed for one of the following Cisco product packages: Unified IP IVR or Unified CCX Premium.
An HTTP trigger is the relative URL a user enters into the client browser to start the application. You can upload either eXtensible Style Language Transformation
(XSLT) templates or Java Server Pages (JSP) templates to serve as your HTTP trigger.
The following path is an example of an HTTP-triggered request (using the HTTP trigger name “/hello”): http://www.appserver.acme.com:8080/hello
In this example, the URL starts the application with the HTTP trigger “/hello” on a web server running on port 8080 with the host name www.appserver.acme.com.
You can add the HTTP trigger from the Cisco Script Application web page or add the trigger from the HTTP subsystem.
This section contains the following procedures:
•
Adding HTTP Triggers from an Application Web Page, page 9-22
•
Adding HTTP Triggers from the HTTP Subsystem, page 9-24
Adding HTTP Triggers from an Application Web Page
To add an HTTP trigger directly from a Cisco Application Configuration web page, complete the following steps.
Procedure
Step 1
From the configuration web page for the application you want to add a trigger for, click the Add New Trigger hyperlink.
The Add a New Trigger window opens.
9-22
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 9 Configuring Cisco Applications
Step 2
Step 3
Adding Application Triggers
From the Trigger Type drop-down menu, select HTTP and click Click Next.
The HTTP Trigger Configuration window opens.
Use this web page to specify the following fields.
Field
URL
Language
Maximum Number Of
Sessions
Idle Timeout (in ms)
Enabled
Description
The relative URL
For example: http://www.appserver.acme.com:8080/hello
Perform one of the following actions:
•
Choose a default language from the drop-down list.
•
Click Edit, specify a default language in the dialog box that appears, and click OK.
The maximum amount of simultaneous sessions that can be served by the
HTTP subsystem for this trigger.
Maximum amount of time (in milliseconds) that the system will wait to invoke the application before rejecting a contact.
(Radio button) Accept Yes (the default).
Note
If you disable the trigger, the user receives an error message when browsing to the defined trigger URL.
Step 4
Step 5
Click Add.
The Cisco Application Configuration web page appears, and the URL of the
HTTP trigger appears on the navigation bar.
Test the trigger by entering the URL you just configured in the address bar of your browser.
For example, http://www.appserver.acme.com:8080/hello
The browser should display “hello”.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-23
Chapter 9 Configuring Cisco Applications
Adding Application Triggers
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
Adding a Unified CM/Unified CME Telephony Trigger, page 9-19
•
•
•
Adding an HTTP Trigger, page 9-21
Provisioning the Unified CM Telephony Subsystem, page 6-5
Configuring HTTP Triggers, page 8-10
Adding HTTP Triggers from the HTTP Subsystem
To configure a HTTP trigger from the HTTP subsystem, complete the following steps.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
HTTP.
The first HTTP Trigger Configuration window opens.
Click the Add a New HTTP Triggers hyperlink.
The HTTP Trigger Configuration window opens.
Use this web page to specify the following fields.
Field
URL
Language
Maximum Number Of
Sessions
Description
The relative URL
For example: http://www.appserver.acme.com:8080/hello
Perform one of the following actions:
•
Choose a default language from the drop-down list.
•
Click Edit, specify a default language in the dialog box that appears, and click OK.
The maximum amount of simultaneous sessions that can be served by the
HTTP subsystem for this trigger.
9-24
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 9 Configuring Cisco Applications
Managing Scripts
Field Description
Idle Timeout (in ms) Maximum amount of time (in milliseconds) that the system will wait to invoke the application before rejecting a contact.
Enabled (Radio button) Accept Yes (the default).
Note
If you disable the trigger, the user receives an error message when browsing to the defined trigger URL.
Step 4
Step 5
Click Add.
The Cisco Application Configuration web page appears, and the URL of the
HTTP trigger appears on the navigation bar.
To test the trigger, enter the URL you just configured in the address bar of your browser.
For example, http://www.appserver.acme.com:8080/hello
The browser should display “hello”.
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
•
•
•
Adding a Unified CM/Unified CME Telephony Trigger, page 9-19
Adding an HTTP Trigger, page 9-21
Provisioning the Unified CM Telephony Subsystem, page 6-5
Configuring HTTP Triggers, page 8-10
Managing Scripts
Scripts are created with the Cisco Unified CCX Editor, and can perform a wide variety of functions. For example, scripts can prompt callers for extension numbers in order to transfer calls, place callers in a queue and route calls to available agents, and place outbound calls.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-25
Managing Scripts
Chapter 9 Configuring Cisco Applications
The Script Management option of the Applications menu of the Cisco Unified
CCX Administration web interface contains options for managing and refreshing
Cisco Unified CCX scripts that are stored in the repository.
Note
Your Cisco Unified CCX system includes sample scripts stored as .aef files. For a description of these scripts, see the
“Sample Scripts” section on page 9-35 .
This section contains the following procedures:
•
Uploading New Scripts, page 9-26
•
•
•
•
•
•
Viewing or Downloading a Script File, page 9-29
Renaming a Script or Folder, page 9-33
Deleting a Script or Folder, page 9-34
Caution
If a large number of VRU scripts are configured for your system, the Upload a
New Script and Refresh Scripts operations can take a long time to complete.
These tasks can also result in high CPU utilization.
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
Adding Application Triggers, page 9-18
Uploading New Scripts
To make a script available for use as a Cisco Unified CCX application, you must first upload the script to the repository.
From Cisco Unified CCX Release 4.5, uploaded scripts are stored in the
Repository Datastore (RDS) database, along with prompts, grammars, and documents files. Prior to Release 4.5, the RDS database only contained the
9-26
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 9 Configuring Cisco Applications
Managing Scripts
prompts, grammars, and documents files. The scripts can also be grouped into folders and subfolders. When user scripts are uploaded into repository, they get synchronized to local disk and are accessed from there.
To upload a script to the repository, complete the following steps.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Applications >
Script Management.
The Script Management page opens.
Note
The Script Management page allow you to only work with user scripts, it does not have language-based directories.
The following table describes the available columns on the Script Management web page.
Field
Folder
Folder path
Name
Size
Description
A drop-down list defaulting to the root directory as the Script repository. This directory contains one folder called default
. You cannot create a new folder at the root directory level nor can you rename the default
folder. Within the default folder, you can create, rename, and delete folders. You can upload scripts to the default folder as a zip file so its contents (the *.aef files) can be unzipped and uploaded to the repository.
The level of the directory that is currently selected in the folder drop-down list.
The name of the script.
Note
Click the icon in front of the script name to download the script file.
The size of the script file prefixed with
KB
. The file size is converted from bytes to
KB.
Note
This column is usually blank on the root page as the items on this page are usually folders.
Date Modified The date when the document was last uploaded or changed.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-27
Chapter 9 Configuring Cisco Applications
Managing Scripts
Field
Modified by
Action
Description
The user ID of the person who performed these modifications.
This column contains the following icons:
•
Delete icon—Click to delete the corresponding folder.
Caution
When you delete a folder, you permanently remove it from the repository and make it unavailable to the Cisco Unified CCX system.
•
•
Rename Folder icon—Click to rename the corresponding script. In the resulting
Cisco Unified CCX Administration window, select the required subfolder and provide the new name for this subfolder.
Refresh icon—Click to upload the newest version of the corresponding script.
Step 2
Step 3
Step 4
Step 5
Step 6
Click on the default
folder.
The Script Management page opens to display the contents of the default
folder.
Click the Upload New Scripts hyperlink.
A dialog box opens.
In the File Name field, click Browse.
A Choose File window opens.
Navigate to the directory in which scripts are located, select a script, and then click Open.
The Choose File window closes, and the script path appears in the File Name field.
Click Upload to upload the script to the repository.
A window opens, informing you that the script was successfully uploaded.
Note
When you make changes to a script, you must refresh the script in order to direct all the applications and subsystems that use this script to reload the new version (see
).
9-28
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 9 Configuring Cisco Applications
Managing Scripts
You are now ready to manage any existing scripts shown in the Script
Management page (if necessary) or add prompts that may be useful to your applications.
•
•
•
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
Viewing or Downloading a Script File, page 9-29
•
•
Renaming a Script or Folder, page 9-33
Deleting a Script or Folder, page 9-34
Viewing or Downloading a Script File
You can view or download any script file that appears in the list on the Script
Management web page.
To view or download a script file, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose Applications >
Script Management.
The Script Management page opens.
Click on the default
folder.
The Script Management page opens to display the contents of the default
folder.
Click the Download Script icon that appears next to the Name of the script file you want to view or download.
The File Download dialog box opens.
Perform one of the following tasks:
•
To view the script file, click Open.
The script file opens in the Cisco Unified CCX Editor.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-29
Managing Scripts
Chapter 9 Configuring Cisco Applications
•
To download the script file, click Save, and then follow the prompts to choose a directory and file name for the script file.
The file is saved to the specified directory.
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
Uploading New Scripts, page 9-26
•
•
•
•
Renaming a Script or Folder, page 9-33
Deleting a Script or Folder, page 9-34
Refreshing Scripts
Caution
If a large number of VRU scripts are configured for your system, the Upload a
New Script and Refresh Scripts operations can take a long time to complete.
These tasks can also result in high CPU utilization.
When you make changes to a script, you must refresh the script in order to direct all the applications and subsystems that use this script to reload the new version.
There are two script refresh options:
•
Individual script refresh
•
Bulk script refresh
9-30
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 9 Configuring Cisco Applications
Managing Scripts
Individual Script Refresh
To refresh an individual script on the Cisco Unified CCX server from the repository (RDS), complete the following steps.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose Applications >
Script Management.
The Script Management page opens.
Click on the default
folder.
The Script Management page opens to display the contents of the default
folder.
Click the Refresh icon in the row that contains the script to refresh.
The script information refreshes and the Script Management page reappears.
•
•
•
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
•
Uploading New Scripts, page 9-26
Viewing or Downloading a Script File, page 9-29
•
Renaming a Script or Folder, page 9-33
Deleting a Script or Folder, page 9-34
Bulk Script Refresh
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-31
Chapter 9 Configuring Cisco Applications
Managing Scripts
Bulk scripts refers to multiple .aef script files within one .zip file. This option is only available when you upload .zip files. After the selected file is successfully uploaded, you will see the option to refresh scripts.
To refresh all scripts (within a zip file) with one command, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From the Cisco Unified CCX Administration menu bar, choose Applications >
Script Management.
The Script Management page opens.
Click on the default
folder.
The Script Management page opens to display the contents of the default
folder.
Click the Upload New Scripts hyperlink.
A dialog box opens.
In the File Name field, click Browse.
A Choose File window opens.
Navigate to the directory in which scripts are located, select a file, and then click
Open.
Step 6
Step 7
Step 8
Tip
You can only upload .zip files containing .aef files. The total size of the
.zip file cannot exceed 20 MB.
The Choose File window closes, and the selected file appears in the File Name field.
Click Upload to upload the script to the repository.
A window opens, informing you that the script upload succeeded.
Click the Refresh the Script hyperlink.
The Script Management web page opens, giving you the option of refreshing the script and the applications that reference it, or just refreshing the script.
Specify one of the following options:
9-32
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 9 Configuring Cisco Applications
Managing Scripts
•
If you want all applications and subsystems that reference the script (in the repository) to use the new version, click Yes.
•
•
If you only want to refresh the scripts, click No.
If you want to cancel the operation, click Cancel.
The script information refreshes and the Script Management page reappears to display the newly-loaded .zip file.
•
•
•
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
Uploading New Scripts, page 9-26
•
•
Viewing or Downloading a Script File, page 9-29
Renaming a Script or Folder, page 9-33
Deleting a Script or Folder, page 9-34
Renaming a Script or Folder
To rename a script, complete the following steps.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose Applications >
Script Management.
The Script Management page opens.
Click on the default
folder.
The Script Management page opens to display the contents of the default
folder.
Perform one of the following actions:
•
Click the Rename Folder hyperlink. A dialog box opens to display a drop-down list of available scripts and folders. Select the required subfolder from the Select Folder to Rename drop-down list.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-33
Chapter 9 Configuring Cisco Applications
Managing Scripts
Step 4
Step 5
Step 6
•
Click the Rename Folder icon under the Actions column. A dialog box opens to display the selected folder or script in the Select Folder to Rename drop-down list.
Enter the new name for this folder in the Rename Folder to field.
Click Rename.
The dialog box refreshes to state that the folder was successfully renamed.
Click the Return to Script Management hyperlink.
The dialog box closes and the default
folder’s updated Script Management page refreshes to display the new script name.
•
•
•
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
Uploading New Scripts, page 9-26
•
Viewing or Downloading a Script File, page 9-29
Deleting a Script or Folder, page 9-34
Deleting a Script or Folder
When you delete a script or a folder, you remove it permanently from the repository.
To delete a script or folder, complete the following steps.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Applications >
Script Management.
The Script Management page opens.
Click on the default
folder.
The Script Management page opens to display the contents of the default
folder.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-34
Chapter 9 Configuring Cisco Applications
Step 3
Managing Scripts
Perform one of the following actions:
•
Click the Delete Folder hyperlink.
A dialog box opens to display a drop-down list of available scripts and folders. Select the required subfolder in the Select Folder to Delete field.
Click Delete. The dialog box refreshes to state that the folder or script was successfully deleted. Click the Return to Script Management hyperlink.
•
Click the Delete icon under the Actions column. A dialog box opens to confirm your action on the selected script or folder. Click OK.
The dialog box closes and the default
folder’s updated Script Management page refreshes to display the updated list of folders and scripts.
•
•
•
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
•
Uploading New Scripts, page 9-26
Viewing or Downloading a Script File, page 9-29
•
Renaming a Script or Folder, page 9-33
Deleting a Script or Folder, page 9-34
Sample Scripts
Your Cisco Unified CCX system includes sample scripts stored as .aef files. These scripts have been built using Cisco Unified CCX Editor steps, including prerecorded prompts. You can use these scripts to create applications without performing any script development, or you can use these scripts as models for your own customized scripts.
Note
The included scripts are bundled with the Cisco Unified CCX system solely as samples, and are not supported by Cisco. For more information on these sample scripts, see the Cisco Unified CCX Scripting and Development Series: Volume 1,
Getting Started with Scripts.
Cisco Unified CCX Administration Guide, Release 7.0(1)
9-35
Managing Scripts
Chapter 9 Configuring Cisco Applications
9-36
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
10
Managing Prompts, Grammars,
Documents, and Custom Files
Cisco Unified CCX applications can make use of many auxiliary files that interact with callers, such as scripts, pre-recorded prompts, grammars, and custom Java classes.
To manage these auxiliary files, you must complete the following tasks:
•
•
•
•
Provision telephony and media resources (see
Provision Cisco Unified Contact Center Express (Unified CCX) subsystem, if required (see
Chapter 7, “Provisioning Unified CCX”).
Provision additional subsystems, if required (see
Configure Cisco script applications (see Chapter 9, “Configuring Cisco
Depending on your particular Cisco Unified CCX implementation, your applications might make use of some or all of the file types described in the following sections:
•
Managing Prompt Files, page 10-2
•
•
•
•
Managing Grammar Files, page 10-4
Managing Document Files, page 10-6
Recording and Uploading Prompt Files, page 10-12
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-1
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing Prompt Files
•
•
Managing Custom Files, page 10-16
Managing AAR Files, page 10-20
Managing Prompt Files
Many applications make use of pre-recorded prompts, stored as .wav files, which are played back to callers in order to provide information and elicit caller response.
Several system-level prompt files are loaded during Cisco Unified CCX installation. However, any file you create needs to be made available to the Cisco
Unified CCX Engine before a Cisco Unified CCX application can use them. This is done through the Cisco Unified CCX cluster’s Repository datastore, where the prompt, grammar, and document files are created, stored, and updated.
Field
Language
Folder
Codec
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
The Cisco Unified CCX Server's local disk prompt files are synchronized with the central repository during Cisco Unified CCX Engine startup and during run-time when the Repository datastore is modified. For more information about the
Repository datastore, see
Chapter 12, “Managing the Cisco Unified CCX
To access the Prompt Management page, select Application > Prompt
Management. The Prompt Management web page opens to display the following fields.
Create Language
Rename Language
Description
Location of the items listed in the Name column.
Path of the item selected in the Name column. Default = default folder
(Display only). The CODEC chosen during installation for this Cisco
Unified CCX server.
Displays a dialog box that lets you create a new language folder.
Displays a dialog box that lets you rename an existing language folder.
10-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Field
Delete Language
Upload Zip Files
Name
Size
Date Modified
Modified by
Actions
Managing Prompt Files
Description
Displays a dialog box that lets you delete an existing language folder.
Displays a dialog box that lets you locate and upload a zip file.
Note
The zip file must contain language folders in the root directory. Be sure to place the prompt files in folders and then zip the folders.
Name of the language.
The size of the prompt file prefixed with
KB
. The file size is converted from bytes to KB.
Note
This column is usually blank on the root page as the items on this page are usually folders.
The date when the document was last uploaded or changed.
The user ID of the person who performed these modifications.
The following icons:
•
•
•
•
Delete - Click to remove the folder and its contents from the repository.
Rename - Click to rename the folder in the repository.
Refresh - Click to rename the folder in the repository.
Upload - (For files, only.) Click to upload a file to the repository.
When you click on a hyperlink (if configured) in the Name folder column, a secondary page appears. From this page, you can create a subfolder or upload a new Prompt, Grammar, or Document.
•
•
•
Related Topics
•
•
•
•
•
Managing Grammar Files, page 10-4
Managing Document Files, page 10-6
Recording and Uploading Prompt Files, page 10-12
Managing Custom Files, page 10-16
Managing AAR Files, page 10-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-3
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing Grammar Files
Managing Grammar Files
The Cisco Unified CCX system uses specific grammars when recognizing and responding to caller response to prompts. A grammar is a specific set of all possible spoken phrases and/or Dual Tone Multi-Frequency (DTMF) digits to be recognized by Cisco Unified CCX applications and acted upon during run time.
Several system-level grammar files are loaded during Cisco Unified CCX installation. However, any file you create needs to be made available to the Cisco
Unified CCX Engine before a Cisco Unified CCX application can use them. This is done through the Cisco Unified CCX cluster’s Repository datastore, where the grammar files are created, stored, and updated.
Field
Language
Folder
Codec
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
The Cisco Unified CCX Server's local disk grammar files are synchronized with the central repository during Cisco Unified CCX Engine startup and during run-time when the Repository datastore is modified. For more information about the Repository datastore, see
Chapter 12, “Managing the Cisco Unified CCX
To access the Grammar Management page, select Application > Grammar
Management. The Grammar Management web page opens to display the following fields.
Create Language
Rename Language
Delete Language
Description
Location of the items listed in the Name column.
Path of the item selected in the Name column.
(Display only). The CODEC chosen during installation for this Cisco
Unified CCX server.
Displays a dialog box that lets you create a new language folder.
Displays a dialog box that lets you rename an existing language folder.
Displays a dialog box that lets you delete an existing language folder.
10-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing Grammar Files
Field Description
Upload Zip Files Displays a dialog box that lets you locate and upload a zip file.
Name
Size
Note
The zip file must contain language folders in the root directory. Be sure to place the grammar files in folders and then zip the folders.
Name of the language.
The size of the grammar file prefixed with
KB
. The file size is converted from bytes to KB.
Note
This column is usually blank on the root page as the items on this page are usually folders.
Date Modified
Modified by
Actions
The date when the document was last uploaded or changed.
The user ID of the person who performed these modifications.
The following icons:
•
Delete - Click to remove the folder and its contents from the repository.
•
•
•
Rename - Click to rename the folder in the repository.
Refresh - Click to rename the folder in the repository.
Upload - (For files, only.) Click to upload a file to the repository.
When you click on a hyperlink (if configured) in the Name folder column, a secondary page appears. From this page, you can create a subfolder or upload a new Prompt, Grammar, or Document.
Related Topics
•
•
Managing Prompt Files, page 10-2
•
•
•
•
•
•
Managing Document Files, page 10-6
Recording and Uploading Prompt Files, page 10-12
Managing Custom Files, page 10-16
Managing AAR Files, page 10-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-5
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing Document Files
Managing Document Files
Documents might consist of .txt, .doc, .jsp, or .html files. Documents can also include custom classes and Java Archive (JAR) files that allow you to customize the performance of your Cisco Unified CCX system.
Several system-level document files are loaded during Cisco Unified CCX installation. However, any file you create needs to be made available to the Cisco
Unified CCX Engine before a Cisco Unified CCX application can use them. This is done through the Cisco Unified CCX cluster’s Repository datastore, where the document files are created, stored, and updated.
Field
Language
Folder
Codec
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
The Cisco Unified CCX Server's local disk document files are synchronized with the central repository during Cisco Unified CCX Engine startup and during run-time when the Repository datastore is modified. For more information about the Repository datastore, see
Chapter 12, “Managing the Cisco Unified CCX
To access the Document Management page, select Application > Document
Management. The Document Management web page opens to display the following fields.
Create Language
Rename Language
Delete Language
Upload Zip Files
Description
Location of the items listed in the Name column.
Path of the item selected in the Name column.
(Display only). The CODEC chosen during installation for this Cisco
Unified CCX server.
Displays a dialog box that lets you create a new language folder.
Displays a dialog box that lets you rename an existing language folder.
Displays a dialog box that lets you delete an existing language folder.
Displays a dialog box that lets you locate and upload a zip file.
Note
The zip file must contain language folders in the root directory. Be sure to place the document files in folders and then zip the folders.
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-6
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing Document Files
Field Description
Name
Size
Name of the language.
The size of the document file prefixed with from bytes to KB.
KB
. The file size is converted
Date Modified
Modified by
Actions
Note
This column is usually blank on the root page as the items on this page are usually folders.
The date when the document was last uploaded or changed.
The user ID of the person who performed these modifications.
The following icons:
•
•
•
•
Delete - Click to remove the folder and its contents from the repository.
Rename - Click to rename the folder in the repository.
Refresh - Click to rename the folder in the repository.
Upload - (For files, only.) Click to upload a file to the repository.
When you click on a hyperlink (if configured) in the Name folder column, a secondary page appears. From this page, you can create a subfolder or upload a new Prompt, Grammar, or Document.
•
•
•
Related Topics
•
•
•
Managing Prompt Files, page 10-2
Managing Grammar Files, page 10-4
•
•
Recording and Uploading Prompt Files, page 10-12
Managing Custom Files, page 10-16
Managing AAR Files, page 10-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-7
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing Languages
Managing Languages
The topics in this section describe the procedures for managing languages:
•
•
•
•
•
•
Creating a New Language, page 10-8
Renaming a Language, page 10-9
Deleting a Language, page 10-9
Upload Zip files to a Language Folder, page 10-10
Unzipping a Document File After Uploading, page 10-11
Creating a New Language
Use this procedure to create a new Prompt, Grammar, or Document language folder in the Repository datastore.
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose Applications >
Prompt Management or Grammar Management or Document Management.
The corresponding Management web page opens.
Click the Create Language hyperlink.
A dialog box opens.
Perform one of the following actions:
•
Select a value from the Language drop-down list.
•
Click Edit, specify a language name, and click OK.
Click Create.
A new language folder Name appears on the summary web page.
10-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing Languages
Renaming a Language
Use this procedure to rename a Prompt/Grammar/Document language folder in the Repository datastore.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose Applications >
Prompt Management or Grammar Management or Document Management.
The corresponding Management web page opens.
Perform one of the following actions:
•
•
Select the Rename Language hyperlink, select a folder to rename, specify a folder name, and click Rename.
Click the Rename icon next to the name of a folder on the summary web page.
Click OK to confirm the renaming of the folder.
Deleting a Language
Use this procedure to delete a Prompt/Grammar/Document language folder in the
Repository datastore.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Applications >
Prompt Management or Grammar Management or Document Management.
The corresponding Management web page opens.
Perform one of the following actions:
•
•
Select the Delete Language hyperlink, specify a folder name, and click
Delete.
Click the Delete icon next to the name of a folder on the summary web page.
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-9
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing Languages
Step 3
Click OK to confirm the deletion.
Upload Zip files to a Language Folder
In addition to adding Prompt or Document files individually, you can upload multiple files from a Zip file.
Note
The maximum upload file size is 20MB, whether it is a single file or a Zip file.
Tip
Be sure to upload (or download) large zip files in Prompt, Grammar and
Document Management pages during off-peak hours.
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose Applications >
Prompt Management or Grammar Management or Document Management.
The corresponding Management web page opens.
Click the Upload Zip Files hyperlink.
A dialog box opens.
Enter a file name or click Browse to locate a file.
Verify if you want to retain the default action of unzipping the file before uploading. If you want to change this option, uncheck the box.
Step 5
Caution
In the Documents Management summary web page, you have the option to zip or to unzip the file before uploading. By default, this check box is checked to unzip the file before uploading. Ensure to uncheck the check box if you want to upload it as a zipped file.
Click OK.
10-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
The contents of the zip file is uploaded to the folder.
Managing Languages
Unzipping a Document File After Uploading
Use this procedure to automatically unzip a Document file after uploading it in the Repository datastore.
Note
The feature is only available for Cisco Unified CCX Document File Management.
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose Applications >
Document Management.
The Document Management summary web page opens.
Click the Upload Zip Files hyperlink.
A dialog box opens.
Perform the following steps.
a.
b.
Enter a File Name or click Browse to locate a file.
Select the Unzip after uploading checkbox.
Click OK to confirm the deletion.
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-11
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Recording and Uploading Prompt Files
Recording and Uploading Prompt Files
Prompts are messages that the Cisco Unified CCX system plays back to callers.
Cisco Unified CCX applications often use prompts to elicit caller response so that the Cisco Unified CCX system can transfer calls, receive account information, and perform other functions.
To use prompts in your Cisco Unified CCX applications, you must first create a folder to store them. You can then record and upload new user prompts, delete prompts, and modify existing prompts.
You store pre-recorded prompts as .wav files. The Cisco Unified CCX system also allows users to record spoken names, which you can upload to be used in the playback of prompts.
Note
Although your MRCP vendor might support multiple .wav file header formats,
Cisco Unified CCX supports audio playback of RIFF header .wav files, only.
ScanSoft uses RIFF headers. When generating a wav file prompt specifically for
Nuance, be sure to consider the server playing the prompt:
•
If the prompt is played by the Nuance Speech Server, then the .wav file will requires a SPHERE header.
•
If the prompt is played by the Cisco Unified CCX server, then the .wav file requires a RIFF header.
Nuance provides a tool to convert .wav files from RIFF headers to SPHERE headers.
Managing prompts involves the following tasks:
1.
Create a folder to store prompts. You must create a folder to store the .wav files that the Cisco Unified CCX system uses as prompts.
2.
3.
Record a prompt. You can record your own prompts to be used in applications.
Upload a prompt (or prompts). You can replace any of the stored prompts used by Cisco script applications with a different .wav file by uploading the new .wav file.
10-12
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Recording and Uploading Prompt Files
4.
If necessary, add spoken name prompts. Some Cisco Unified CCX applications play back the pre-recorded names of the people that callers are trying to reach, in order to allow the caller to confirm the transfer of the call.
This section contains the following topics:
•
Recording a Prompt, page 10-13
•
Add Spoken Name Prompts, page 10-15
Note
For instructions for Adding and Uploading prompts, see
Recording a Prompt
You can record your own prompts to be used in applications. The example provided in this section uses the Windows Sound Record option. This option is one of many possibilities for recording G711 prompts. G711 is a freely distributed public domain codec and has several recording options. Some of these options are included in Microsoft Windows systems and are available to any sound recording application.
On the other hand, the G729 codec is licensed and is not freely distributed. A white paper that describes the G729 prompt recording options is available on request. You can request a copy of this white paper by sending an e-mail message to [email protected].
To record a prompt, complete the following steps.
Note
The following procedure describes one example of recording G.711 prompts with
Microsoft Windows Sound Recorder, using a microphone plugged into your computer. If you are not using Microsoft Windows Sound Recorder, refer to the documentation provided with your audio application.
Procedure
Step 1
From your Windows Start menu, choose Start > Programs > Accessories >
Entertainment > Sound Recorder.
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-13
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Recording and Uploading Prompt Files
Step 2
Step 3
Step 4
Step 5
Step 6
Step 7
The Sound Recorder dialog box opens.
Click the Record button and speak your greeting into the microphone.
Click the Stop button when you finish recording.
To check your greeting, click the Rewind button or drag the slider back to the beginning of the recording. Then click the Play button.
When you are satisfied with your greeting, choose File > Save As.
The Save As window opens.
Click Change to set the recording options.
You can also set recording properties by choosing Properties from the Sound
Recorder File menu.
The Sound Selection dialog box opens.
From the Format drop-down menu, choose one of the following options based on the prompts selected during the Cisco Unified CCX software installation process:
•
CCITT u-Law if you selected G711 prompts when installing the Cisco
Unified CCX software.
•
See your G.729 white paper if you selected G729 prompts when installing the
Cisco Unified CCX software
10-14
Note
The instructions in this procedure assume that, during Cisco Unified CCX installation, you configured Cisco Unified CCX to use the G.711 codec for prompts. If this assumption is incorrect, and you specified the G.727 codec instead, you would choose a G.729 option from this menu. (For more information about recording prompts with G.729, see your G.729 documentation.
Step 8
Step 9
Step 10
Step 11
From the Attributes drop-down menu, choose 8.000 kHz, 8 Bit, Mono 7 kb/sec.
Click Save As.
The Save As dialog box opens.
Enter a name for this format, and then click OK.
The Save As Dialog Box closes.
In the Sound Selection dialog box, click OK.
The Sound Selection dialog box closes.
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Recording and Uploading Prompt Files
Step 12
Step 13
In the Save As window, navigate to the directory of your choice, preferably a directory that you have set aside for prompts.
Select the file name, and click Save.
The Save As dialog box closes.
You are now ready to add this prompt to the Cisco Unified CCX system.
Add Spoken Name Prompts
Some Cisco Unified CCX applications play back the prerecorded names of people that callers are trying to reach, to allow callers to confirm the transfer of a call.
To upload .wav files of the spoken names of users, complete the following steps.
Procedure
Field
User Id
Codec
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, Tools > User
Management.
In the navigation bar, click the Spoken Name Upload hyperlink.
The Spoken Name Prompt Upload web page opens. The following fields are displayed on the Spoken Name Prompt Upload web page.
Spoken Name (.wav)
Description
Unique identifier of the user for which the spoken name is to be uploaded.
(Display only.) The codec chosen during installation for this Cisco
Unified CCX server.
Location of the .wav file.
Step 3
Step 4
Step 5
In the User Id field, enter an ID number that will identify the user.
In the Spoken Name (.wav) field, click Browse to navigate to the directory that contains the Spoken Name .wav file.
Click Upload to upload the file.
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-15
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing Custom Files
Step 6
Repeat this process as needed to upload all spoken name .wav files.
Managing Custom Files
Use the Custom File Configuration web pages to:
•
•
Configure the classpath location of custom classes, steps, and subsystem.
Define the startup order of custom subsystems.
•
Display the order of custom steps.
Making custom subsystems or steps available to applications involves several steps:
1.
2.
Creating a class that implements the WFSubsystem interface.
Uploading the class/jars to default/classpath folder using the Document
Management web page.
3.
4.
Use the Custom File Configuration web pages to select the jars/folders which contain the classes, specify a subsystem and start-up order.
Restart the Cisco Unified CCX Engine.
Tip
If you have just completed a Cisco Unified CCX cluster or server setup procedures, be sure to wait at least 10 minutes before you restart the Cisco
Unified CCX Engine. This time gap is required for Cisco Unified CCX to synchronize information across the cluster.
Subsystems will be visible under Subsystem Managers in the Control Center and the custom steps will be visible in Cisco Unified CCX Editor.
Note
You must upload custom jars and custom class files that are used in custom subsystems and steps to default [default]/classpath
.
This section includes the following topics:
•
10-16
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing Custom Files
•
•
Specify the Custom Steps Startup Order, page 10-18
Specify the Custom Subsystems Start Up Order, page 10-19
Specify Custom Classpath Entries
Use these Custom Classes/Steps/Subsystems Configuration web pages to specify the available classpath entries.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, select System > Custom
File Configuration.
The Custom File Configuration web page opens.
On the navigation bar, click one of the following options:
•
Classpath for Custom Classes hyperlink to access the Custom Classes
Configuration area. Select required entries from the Available Classpath
Entries list and arrange them in the order you want. Use the arrow icons to move items between the Available Classpath Entries and Selected Classpath
Entries lists.
•
•
Classpath for Custom Steps hyperlink to access the Custom Steps
Configuration area.
–
Enter the fully qualified class name classpath of the BeanInfo class and palette of each custom step, in the correct display order, that they wish to add to the Cisco Unified CCX Editor.
–
–
To create a palette, click the Enter a new Palette hyperlink. After creating a Palette.
To add a step, click the Enter a new Step hyperlink.
–
–
To arrange the steps within or across palettes, use the arrow icons.
To remove a step or whole palette, select the required steps and then click the Remove button.
Classpath for Custom Subsystems hyperlink to access the Custom
Subsystems Configuration area.
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-17
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing Custom Files
Step 3
Step 4
Step 5
Use the arrow keys to move items between the Available Classpath Entries and
Selected Classpath Entries lists.
–
–
Enter the fully qualified class name of the subsystem class file of each custom subsystem, in the required startup order.
To enter the fully qualified subsystem name, click the Enter a new
Subsystem hyperlink
–
–
To arrange items in the Select the Order of Startup, use the arrow icons.
To remove a subsystem entry, select the required entry from the list box and then click the Remove button.
Click Update when your selections are complete.
Restart the process as required (see
Specify the Custom Steps Startup Order, page 10-18 ).
Specify the Custom Steps Startup Order
Use these Custom Steps Start Up Order pages to specify the order in which custom steps or palettes will execute.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From the Cisco Unified CCX Administration menu bar, select System > Custom
File Configuration.
The Custom File Configuration web page opens.
On the navigation bar, click the List of Custom Steps hyperlink to access the
Custom Steps Startup Order area.
Optionally, click the Enter a New Pallette hyperlink and use the dialog box to specify a pallette name.
Optionally, click the Enter a New Step hyperlink and use the dialog box to specify a step name. A new step is created under the palette.
Use the arrow keys to move items up and down on the Select the Order of startup list. The table below describes the processes that need to be restarted after you make changes to these configuration pages.
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-18
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing Custom Files
Table 10-1 Processes to Restart after Order Changes
Custom Step Order
Custom class classpath
Custom subsystem classpath
Custom step classpath
Engine Editor
X
X
X
X
X
Cisco Unified CCX
Administration
X
X
Step 6
Click Update when your selections are complete.
Specify the Custom Subsystems Start Up Order
Use these Custom Subsystems Start Up Order pages to define the order in which custom subsystems will be accessed.
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, select System > Custom
File Configuration.
The Custom File Configuration web page opens.
On the navigation bar, click the List of Custom Subsystems hyperlink to access the Custom Steps Subsystems Order area.
Optionally, click the Enter a Subsystem hyperlink and use the dialog box to specify a pallette name.
Use the arrow keys to move items up and down on the Select the Order of startup list. The table below describes the processes that need to be restarted after you make changes to these configuration pages.
Table 10-2 Processes to Restart after Order Changes
Cisco Unified CCX
Administration Subsystem Order
Custom subsystem startup order
Custom step display order
Engine Editor
X
X
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-19
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing AAR Files
Step 4
Click Update when your selections are complete.
Managing AAR Files
Caution
It is the user’s responsibility to ensure that the contents of the AAR file are correct and conform to the specifications detailed in this section. If you upload AAR files that do not conform to these specifications the Cisco Unified CCX Engine may not function as designed. Consequently, you need to manually reconfigure some of the applications uploaded through AAR.
AAR files are archives of prompt, grammar, document, scripts, applications, and custom classes that you use as building blocks for applications and extensions.
An AAR file can be simple—for instance, consisting of a single prompt—or complex—for example, containing all the prompts for all languages application uses, the workflow, and the configuration information for an application.
An AAR file is essentially a zip file that contains an optional META-INF directory. The META-INF directory, if it exists, stores configuration data, including security, versioning, extensions, and services (see
You create AAR files using Java tools. Once a file is created, you then need to upload it to Cisco Unified CCX.
The example below shows a sample AAR Application Manifest.
Example 10-1 Sample AAR Main Manifest
Manifest-Version: 1.1
Created-By: 1.4.2_05 (Sun Microsystems Inc.)
Built-By: aaruser
Sealed: false
Cisco Unified CCX-Version: 4.5(1)
Class-Path:
Step-Class-Path: CustomStep1.jar CustomStep2.jar com\mycompany\steps
Subsystem-Class-Path: CustomSubsystem1.jar CustomSubsystem2.jar
Application-List: customApp1.mf customApp2.mf
Subsystem-List: sub1.mf sub2.mf
10-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing AAR Files
Palette-List: Custom1 Custom2
Custom1-Palette-Name: Category1
Custom2-Palette-Name: Category2
Custom1-Step-List: step1.mf
Custom2-Step-List: step2.mf step3.mf
Implementation-Title: AAR Test File
Implementation-Version: 4.5(1)
Implementation-Vendor: Cisco Systems, Inc.
Implementation-Vendor-Id: 12345
Implementation-URL: http://www.cisco.com
Example 10-2 Sample AAR Application Manifest
Application-Version: 1.1
Created-By: 1.4.2_05 (Sun Microsystems Inc.)
Built-By: aaruser
Sealed: false
Implementation-Title: AAR Application MF
Implementation-Version: 4.5(1)
Implementation-Vendor: Cisco Systems, Inc.
Implementation-Vendor-Id: 12345
Implementation-URL: http://www.cisco.com
Application-Name: Custom AA
Application-Type: Cisco Script Application
Application-Description: Cisco Unified CCX Cisco Custom Application
Application-Id: 100
Max-Sessions: 300
Enabled: true
Script: SSCRIPT[aa.aef]
Default-Script: SSCRIPT[aa.aef]
Initial-Script: SSCRIPT[aa.aef]
Example 10-3 Sample AAR Step Manifest
Step-Version: 1.1
Created-By: 1.4.2_05 (Sun Microsystems Inc.)
Built-By: aaruser
Sealed: false
Implementation-Title: AAR Step MF
Implementation-Version: 4.5(1)
Implementation-Vendor: Cisco Systems, Inc.
Implementation-Vendor-Id: 12345
Implementation-URL: http://www.cisco.com
Step-Bean: com.cisco.step.beanInfo.CustomStepBeanInfo.class
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-21
Managing AAR Files
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Example 10-4 Sample AAR Subsystem Manifest
Subsystem-Version: 1.1
Created-By: 1.4.2_05 (Sun Microsystems Inc.)
Built-By: aaruser
Sealed: false
Implementation-Title: AAR Subsystem MF
Implementation-Version: 4.5(1)
Implementation-Vendor: Cisco Systems, Inc.
Implementation-Vendor-Id: 12345
Implementation-URL: http://www.cisco.com
Subsystem-Class: com.cisco.subsystem.CustomSubsystem1.class
The figure below shows a sample AAR file.
Figure 10-1 Sample AAR File
10-22
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Figure 10-2 Sample Directory Structure
Managing AAR Files
To deploy custom applications, steps, and subsystems through an AAR file, you must first create the AAR file using a jar or zip tool and then upload the file through the Cisco Unified CCX Administration web page.
The sections that follow describe how to:
•
Creating AAR Files, page 10-24
•
•
•
•
Uploading AAR Files, page 10-24
The Prompts, Grammars, Documents, and Scripts Directories, page 10-25
The META-INF Directory, page 10-25
•
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-23
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing AAR Files
Creating AAR Files
You create an AAR file using a jar or WinZip tool.
An AAR file format is similar to a Zip file format. It includes an optional
META-INF directory which is used to store configuration data, including security, versioning, extension and services.
Uploading AAR Files
To upload an AAR file, complete the following steps.
Procedure
Field
Name
Browse
Upload
Step 1
From the Cisco Unified CCX Administration menu bar, choose Applications >
AAR Management.
The AAR Management web page opens to display the following fields.
Description
The name of the AAR file.
Click this button to navigate to the directory in which the file is located.
Click this button to upload a new AAR file.
Step 2
Step 3
Enter a file name or click the Browse button to upload a file.
Click OK.
The contents of the AAR file are uploaded to the respective folders.
Note
Cisco Unified CCX generates an error if the AAR file is not formatted correctly or is missing some custom files.
10-24
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing AAR Files
The META-INF Directory
Cisco Unified CCX uses the following files and subdirectories in the META-INF directory to configure applications, extensions and services:
•
MANIFEST.MF. The file used to define extension and application related data (see
•
•
applications. This directory stores all application configuration files (see
The application Subdirectory Attributes, page 10-33 ).
•
steps. This directory stores all steps configuration files (see
Subdirectory Attributes, page 10-36 ).
The Prompts, Grammars, Documents, and Scripts Directories
The AAR files features also provides directories to store prompts, grammars, documents, and scripts to be uploaded to the Repository.
The AAR directory structure mirrors the function of the Cisco Unified CCX
Prompt, Grammar, Documents, and Scripts Management web pages. Each directory corresponds to each language for which to install prompts, grammars, documents and scripts. Languages are defined using the Java Locale standard and the special default directory is used for prompts, grammars, and documents that are common to all languages.
Only Cisco Unified CCX supported prompt files and extensions are allowed within each directory. The maximum length of each individual folder name and file name within a directory is 64 characters.
The Prompts Directory
The Prompts directory stores prompts that must be uploaded to the prompt repository (to make it seem like they were uploaded through Cisco Unified CCX
Prompt Management).
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-25
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing AAR Files
The Grammars Directory
The Grammars directory stores grammars that must be uploaded to the grammar repository (to make it seem like they were uploaded through Cisco Unified CCX
Grammar Management).
The Documents Directory
The Documents directory stores documents that must be uploaded to the document repository (to make it seem like they were uploaded through Cisco
Unified CCX Document Management).
The Scripts Directory
The Scripts directory stores scripts that must be uploaded to the script repository
(to make it seem like they were uploaded through Cisco Unified CCX Script
Management).
Note
The Script directory must define a single directory named default
under which all script files must be listed.
AAR Manifest
An AAR file manifest consists of a main section followed by a list of sections for individual AAR file entries, each separated by a newline.
Information in a manifest file contains name-value pairs—which are also referred to as headers or attributes. Groups of name-value pairs are known as a section; sections are separated by empty lines.
Table 10-3 describes the expected syntax of the manifest file
Table 10-3 Manifest File Syntax
Name
section: nonempty-section:
Value
*header +newline
+header +newline
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-26
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing AAR Files
Manifest File Syntax (continued) Table 10-3
Name
newline: header: name: value: continuation:
Value
CR LF | LF | CR (not followed by LF) name: value alphanum *headerchar
SPACE *otherchar newline *continuation
SPACE *otherchar newline alphanum: headerchar:
{A-Z} | {a-z} | {0-9} alphanum | - | _ otherchar:
Note
Any UTF-8 character except NUL, CR and LF
To prevent corruption of files sent through e-mail, do not use
“From” to start a header.
The main section, which is terminated by an empty line:
•
•
Contains security and configuration information about the AAR file itself, as well as the applications or extensions that this AAR file is defining.
Defines main attributes that apply to every individual manifest entry. No attribute in this section can have its name equal to “Name”.
The individual sections define various attributes for directories or files contained in this AAR file. Not all files in the AAR file need to be listed in the manifest as entries. The manifest file itself must not be listed. Each section must start with an attribute with the name as “Name”, and the value must be a relative path to the file or directory.
If there are multiple individual sections for the same file entry, the attributes in these sections are merged. If a certain attribute have different values in different sections, the last one is recognized.
Attributes which are not understood are ignored. Such attributes may include implementation specific information used by applications.
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-27
Managing AAR Files
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Table 10-4 describes the specification for any file that can be archived in the
AAR.
Table 10-4 Syntax for AAR Files
Name
manifest-file main-section version-info version-number main-attribute individual-section perentry-attribute newline digit
Value
main-section newline *individual-section version-info newline *main-attribute
Manifest-Version: version-number digit+{.digit+}*
(any legitimate main attribute) newline
Name: value newline *perentry-attribute
(any legitimate perentry attribute) newline
CR LF | LF | CR (not followed by LF)
{0-9}
Attribute Types
Attributes that appear in the main section are called main attributes. Attributes that appear in individual sections are called per-entry attributes. Some attributes appear in both the main and individual sections, in which case the per-entry attribute value overrides the main attribute value for the specified entry.
10-28
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Main Attributes
Managing AAR Files
Main attributes are the attributes that are present in the main section of the manifest. They fall into three different groups:
•
General main attributes: See
.
Table 10-5 General Category in the Main Attributes
Attribute
Manifest-Version
Created-By
Cisco Unified
CCX-Version
Description
The manifest file version. The value is a legitimate version number, as described in the above spec.
Cisco Unified CCX 4.5 will start with version 1.1.
The version and the vendor of the java implementation on top of which this manifest file is generated. This attribute is generated by the jar tool.
The minimum Cisco Unified CCX version release compatible with the AAR file. Cisco Unified
CCX-version is the accumulation of the Cisco
Unified CCX release, Cisco Unified CCX Service
Release, and Cisco Unified CCX Engineering
Special defined in that order. For example, if the
AAR file is compatible with Cisco Unified CCX release 4.5(1)_Build705, SR1_Build001,
ES2_Build002, the Cisco Unified CCX-Version would be defined as 4.5(1)SR1ES2_Build002. Only the last build number is taken. So for instance, if the
AAR file is compatible with Cisco Unified CCX release 4.5(1)_build705, SR1_Build001, then the
Cisco Unified CCX-Version is 4.5(1)SR1_Build001.
As a last example, if AAR file is compatible with
Cisco Unified CCX release 4.5(1)_Build705 and above, then Cisco Unified CCX-Version would be
4.5(1)_Build705.
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-29
Managing AAR Files
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
General Category in the Main Attributes Table 10-5
Attribute
Class-Path
Description
The directories or JAR files that need to be installed and accessed by scripts directly. Entries are separated by one or more spaces. The Cisco Unified CCX class loader uses the value of this attribute to construct its internal search path where each entry is defined relative to the /Documents/default/classpath directory in this AAR file.
Step-Class-Path
Subsystem-Class-Path The directories or JAR files that need to be installed and accessed by customer-defined subsystems directly. Entries are separated by one or more spaces.
The Cisco Unified CCX class loader uses the value of this attribute to construct its internal search path where each entry is defined relative to the
/Documents/default/classpath directory in this AAR file.
Application-List
The directories or JAR files that need to be installed and accessed by customer-defined steps directly.
Entries are separated by one or more spaces. The
Cisco Unified CCX class loader uses the value of this attribute to construct its internal search path where each entry is defined relative to the
/Documents/default/classpath directory in this AAR file.
Subsystem-List
The application configuration files from the
META-INF/applications/ directory to be installed.
Entries are separated by one or more spaces.
The subsystem configuration files from the
META-INF/subsystems/ directory to be installed.
Entries are separated by one or more spaces.
Palette-List The step palettes that need to be installed. Each palette listed in this attribute will have a set of additional attributes that the Cisco Unified CCX editor uses to specify the palette name and the palette steps to install. Entries are separated by one or more spaces.
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-30
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing AAR Files
General Category in the Main Attributes Table 10-5
Attribute
<palette>-Palette-Name The unique name of the palette to define in the Cisco
Unified CCX editor where the specified steps will be grouped and accessible.
<palette>-Step-List
Description
The step configuration files from the
META-INF/steps/ directory to be installed under the palette. Entries are separated by one or more spaces.
•
•
Attribute defined for extension identification: Extension-Name
This attribute specifies a name for the extension contained in the AAR file.
The name should be a unique identifier.
Attributes defined for extension and directory versioning and sealing information: These attributes define features of the extension which the AAR file is a part of. The values of these attributes apply to all the directories in the AAR file, but can be overridden by per-entry attributes. See
Table 10-6 Implementation Category in the Main Attributes
Attribute
Implementation-Title
Description
The title of the extension implementation.
Implementation-Version The version of the extension implementation.
Implementation-Vendor The organization that maintains the extension implementation.
Implementation-Vendor-Id The ID of the organization that maintains the extension implementation.
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-31
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing AAR Files
Sealed
Implementation Category in the Main Attributes Table 10-6
Attribute
Implementation-URL
Description
The URL from which the extension implementation is downloaded.
Defines if this AAR file is sealed. Sealing a directory means that the files uploaded to the corresponding repository will not be modifiable once installed unless the AAR file is reinstalled. If set to true, then all directories in the AAR file default to be sealed, unless individually defined otherwise. If set to false, then all directories are modifiable.
Per-Entry Attributes
Per-entry attributes apply only to individual AAR file entry with which the manifest entry is associated. If the same attribute also appears in the main section, then the value of the per-entry attribute overwrites the main attribute's value.
•
Example 1: If AAR file a.aar has the following manifest content, then all the files archived in a.aar are sealed, except US English prompts. If the same attributes also appeared in an entry representing a parent directory of another entry then the value of the per-entry attribute overwrites the parent directory per-entry attribute’s value.
Manifest-Version: 1.1
Created-By: 1.2 (Sun Microsystems Inc.)
Sealed: true
Name: Prompts/en_US/
Sealed: false
•
Example 2: If AAR file a.aar has the following manifest content, then all the
US English prompts archived in a.aar are sealed, except US English prompts located in the AA/ directory.
Manifest-Version: 1.1
Created-By: 1.2 (Sun Microsystems Inc.)
Name: Prompts/en_US/
Sealed: true
Name: Prompts/en_US/AA/
Sealed: false
10-32
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing AAR Files
The per-entry attributes fall into the following groups:
•
Attributes defined for file contents: Content-Type
This attribute specifies the MIME type and subtype of data for a specific file entry in the AAR file. The value should be a string in the form of type/subtype. For example, image/bmp is an image type with a subtype of bmp (representing bitmap). This indicates the file entry as an image with the data stored as a bitmap. RFC 1521 and 1522 discuss and define the MIME types definition.
•
Attributes defined for directory versioning and sealing information:
These are the same set of attributes defined in
for the main attributes. When used as per-entry attributes, these attributes overwrite the main attributes for the individual file specified by the manifest entry.
The META-INF Directory Attributes
The Cisco Unified CCX platform recognizes the x.MF file in the applications, subsystems, and steps subdirectories in the META-INF directory and interprets each to configure applications, subsystems, and steps respectively. The x is the base file name as listed on the Application-List main attribute of the manifest file.
The X.MF file contains one section defining the configuration of a particular application.
The application Subdirectory Attributes
Table 10-7 describes the syntax of the manifest file for the application
subdirectory.
Table 10-7 Application Subdirectory’s Manifest File Syntax
Name
application-file version-info version-number application-attribute newline digit
Value
version-info newline *application-attribute
Application-Version: version-number digit+{.digit+}*
(any legitimate application attribute) newline
CR LF | LF | CR (not followed by LF)
{0-9}
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-33
Managing AAR Files
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
The application attributes fall into the following groups:
•
General main attributes: See
.
Table 10-8 Application Attributes
Attribute
Application-Version
Application-Name
Application-Type
Application-Description
(optional)
Application-Id
The unique name of the application (see Cisco
Unified CCX Application Management).
The type of the application (Cisco Script Application,
Busy, Ring-No-Answer, Unified ICME Translation or
Post Routing).
The description for the application (see Cisco Unified
CCX Application Management).
A unique identifier for the application (see Cisco
Unified CCX Application Management).
Max-Sessions
Enabled
Script
Description
The application configurations file version. The value is a legitimate version number. For example Cisco
Unified CCX, Release 4.5 starts with version 1.1.
The maximum number of sessions for the application
(see Cisco Unified CCX Application Management).
The application is enabled if the value is set to true
(see Cisco Unified CCX Application Management).
If the value is set to false, the case is ignored.
The main script of a Cisco Script Application (see
Cisco Unified CCX Application Management). The value must be relative to the Scripts directory. Cisco
Unified CCX 4.5 doesn’t support configuring script parameters.
10-34
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing AAR Files
Table 10-8
Attribute
Default-Script
Initial-Script
Application Attributes
Description
The default script of a Cisco Script Application,
Unified ICME Translation or Post Routing application (see Cisco Unified CCX Application
Management). The value must be relative to the
Scripts directory. Cisco Unified CCX 4.5 doesn’t support configuring script parameters.
The initial script of an Unified CCX Post Routing application (see Cisco Unified CCX Application
Management). The value must be relative to the
Scripts directory. Cisco Unified CCX 4.5 doesn’t support configuring script parameters.
•
Attributes defined for application versioning and sealing information: These attributes define features of the application to which the AAR file belongs.
These attributes are the same as those listed in
“Implementation Category in the Main Attributes”
(see
).
The subsystems Subdirectory Attributes
Table 10-9 describes the syntax of the manifest file for the subsystems
subdirectory.
Table 10-9 Subsystems Subdirectory’s Manifest File Syntax
Name
subsystem-file version-info version-number subsystem-attribute newline digit
Value
version-info newline *subsystem-attribute
Subsystem-Version: version-number digit+{.digit+}*
(any legitimate application attribute) newline
CR LF | LF | CR (not followed by LF)
{0-9}
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-35
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing AAR Files
The subsystems attributes fall into the following groups:
•
General main attributes: See
.
Table 10-10 Subsystems Attributes
Attribute Description
Application-Version The subsystems configuration file version. The value is a legitimate version number. For example Cisco Unified
CCX, Release 4.5 starts with version 1.1.
Subsystem-Class The class name of the subsystem to be installed. The class must be accessible by the Cisco Unified CCX class loader from the Subsystem-Class-Path provided in the manifest file.
•
Attributes defined for application versioning and sealing information: These attributes define features of the application to which the AAR file belongs.
These attributes are the same as those listed in
“Implementation Category in the Main Attributes”
(see
).
The steps Subdirectory Attributes
Table 10-11 describes the syntax of the manifest file for the steps subdirectory.
Table 10-11 Steps Subdirectory’s Manifest File Syntax
Name
step-file version-info version-number step-attribute newline digit
Value
version-info newline *step-attribute
Application-Version: version-number digit+{.digit+}*
(any legitimate application attribute) newline
CR LF | LF | CR (not followed by LF)
{0-9}
10-36
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
Managing AAR Files
The steps attributes fall into the following groups:
•
General main attributes: See
.
Table 10-12 Steps Attributes
Attribute
Step-Version
Step-Bean
Description
The step configurations file version. The value is a legitimate version number. For example Cisco Unified CCX, Release 4.5 starts with version 1.1.
The bean information class name of the step to be installed.
The class must be accessible by the Cisco Unified CCX class loader from the Step-Class-Path provided in the manifest file.
•
Attributes defined for application versioning and sealing information: These attributes define features of the application to which the AAR file belongs.
These attributes are the same as those listed in
“Implementation Category in the Main Attributes”
(see
).
Cisco Unified CCX Administration Guide, Release 7.0(1)
10-37
Managing AAR Files
Chapter 10 Managing Prompts, Grammars, Documents, and Custom Files
10-38
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
11
Managing the Cisco Unified CCX
System
Cisco Unified CCX administration provides options to configure, control, and monitor Cisco Unified CCX component activities and information across a cluster.
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
See the Cisco Unified CCX Installation Guide for instructions about tasks that significantly change your Cisco Unified CCX deployment, such as:
•
Changing from a single-server deployment to a multiple-server deployment.
•
•
Removing a Cisco Unified CCX Software component from a server.
Moving a Cisco Unified CCX Software component to another server.
•
Changes to a Cisco Unified CCX cluster (adding, removing, or replacing a server).
The following sections describe the day-to-day management of Cisco Unified
CCX components.
•
•
•
•
Control Center Terminology, page 11-2
About Control Center Management, page 11-4
High Availability and Automatic Failover, page 11-7
Managing the Control Center, page 11-9
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-1
Chapter 11 Managing the Cisco Unified CCX System
Control Center Terminology
•
•
•
•
•
•
Managing the Cisco Unified CCX Engine, page 11-20
Managing Cisco Unified CCX CDS Information, page 11-23
Managing System Parameters, page 11-23
Exiting Cisco Unified CCX Administration, page 11-29
Tracing Configuration, page 11-29
Cisco Unified CCX Utilities, page 11-30
Control Center Terminology
This section provides information about control center terminology.
•
Cluster. A Cisco Unified CCX cluster (often referred to as cluster in this manual) consists of one or more servers (nodes) that are running Cisco
Unified CCX components in your Cisco Unified CCX deployment. If you deploy Cisco Unified CCX components on a single server, the Cisco Unified
CCX cluster consists of that server. If you deploy Cisco Unified CCX on multiple servers, the cluster includes the Cisco Unified CCX server and any expansion (additional) servers and standby servers on which you installed
Cisco Unified CCX. The Cisco Unified CCX cluster supports up to two Cisco
Unified CCX servers, one designated as the active Cisco Unified CCX server and the other designated as the standby Cisco Unified CCX server for high availability purposes.
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
•
•
•
Cluster profile. The Cisco Unified CCX Administration web page (home page) displays information about the cluster profile. A cluster profile includes data relating to the Cisco Unified CCX servers, components, and licenses installed in a cluster.
Node (server). A computer that belongs to a cluster.
Expansion Server. You can increase the capacity of your Cisco Unified CCX deployment by activating the Database, Monitoring, and Recording components on various additional servers in the Cisco Unified CCX cluster.
Such an additional server is called an expansion server.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-2
Chapter 11 Managing the Cisco Unified CCX System
Control Center Terminology
•
•
•
•
•
•
•
Active Server. The active server provides all system services and resources.
You can deploy one active server in each Cisco Unified CCX subsystem. If the active server fails, the Cisco Unified CCX subsystem automatically fails over to the standby server (see
High Availability and Automatic Failover, page 11-7 ).
Standby Server. You can deploy up to two servers in each Cisco Unified
CCX system for high availability—one active server (master) and one standby (not active) server. With high availability, if an active server becomes unavailable, the standby server immediately and automatically becomes the
active server (see High Availability and Automatic Failover, page 11-7
).
Component. The software units in the Cisco Unified CCX system. When you install Cisco Unified CCX system, you must specify the components that run on a particular server. The main software components of the Cisco Unified
CCX server are the Engine, datastores, monitoring, recording, and the node manager. When you perform the server setup procedure, you can activate the components that run on the server. See the Cisco Unified CCX Installation
Guide for more information on setup and installation procedures.
Service. An executable unit. A service may have other services as its children. (For example, subsystems and managers are children of the engine service).
Feature. A logical representation of the functional unit.
Master service. A specially-elected service. Only one service from the
Engine service, desktop services, database services set can be the master within the Cisco Unified CCX Engine component (see
Standby service. An active service that can take over the master functionality incase the master service becomes unavailable within the Cisco Unified CCX
Engine component. You cannot configure the standby service. The Cluster
View Daemon (CVD) dynamically elects one of the standby services to be a master. (see
).
Note
One service can belong to multiple components. For example, Cisco Unified CCX
SQL server agent service belongs to all datastore components (Agent,
Configuration, Historical, and Repository).
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-3
Chapter 11 Managing the Cisco Unified CCX System
About Control Center Management
About Control Center Management
Use Control Center web pages to:
•
Display all servers belonging to the same cluster.
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
•
•
•
•
Display the server states (running or stopped) with an option to restart one particular server or all servers in the cluster.
Display the date and time of the last failure for each server.
Display the server services (running or stopped).
Configure trace at cluster level.
•
View the traces on all machines in the cluster.
The Control Center page contains two tabs:
•
Servers. This tab provides a physical view of the cluster architecture, that is, the nodes and services that made up its structure.
•
Features. This tab provides a logical view of the cluster, that is, the components that represent functionality.
Use the tabs to toggle between these two views, illustrated in the figures that follow.
11-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Figure 11-1
About Control Center Management
Control Center - Server Summary web page
Use this link to access the
Component Activation page.
The Servers tab lists the names of all the servers in the cluster.
Click a server name to access detailed service information for that server.
The main section of the page gives summary information about each server.
Mouse-over the Status icon to view the server status.
Click the Eyeglasses
Click the Pin icon to view icon to view logs.
details about the server.
Note
For description of the Status icons and the server states they represent, see
Monitoring Service Status, page 11-21 .
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-5
About Control Center Management
Figure 11-2
Chapter 11 Managing the Cisco Unified CCX System
Control Center - Features web page
Use this link to access the
Component Activation page.
The Features tab lists all the features in the cluster.
Click a feature name to access detailed service information about that feature.
The main section of the page gives summary information about each feature.
11-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
High Availability and Automatic Failover
High Availability and Automatic Failover
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments. Unified CCX does not support more than two nodes in a HA setup.
Cisco Unified CCX provides high availability and automatic failover capability through the use of two servers, the active server and the standby server.
Caution
You can deploy over Wide Area Network (WAN) expansion servers on which only the Monitoring component or on which only the Monitoring and Recording components are installed. All other servers in the cluster must be deployed on the same LAN.
The active server provides all system services and resources; no services or resources are available from the standby server. Both servers will be synchronized when administrative changes are made on the active server.
If the active server fails, there is automatic failover to the standby server.
When an active server failover occurs, the following happens:
•
Any active calls existing in the system—and those ringing at an agent’s phone—are terminated.
Note
Calls already connected to an agent will not be lost. The agent will be logged out of the system but the call in progress will continue.
•
While the system processes the failover, a time window can occur where calls might get rejected or aborted; this time window is five seconds. When the failover to the standby server is complete, call treatment, routing, and queuing will commence on incoming calls.
Note
In cases of network failure, failover processing might take a longer time, so reconvergence can take more than the standard five-second window.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-7
Chapter 11 Managing the Cisco Unified CCX System
High Availability and Automatic Failover
•
•
All agents will be automatically re-logged in, and put in the ‘unavailable’ state. Once automatically re-logged in, each agent must manually change their state to what they need it to be.
The standby server becomes the new active server. Until the former active server is recovered or a new Unified CCX server is brought online, the system will be running without any standby capability. When the former active server or a new server is brought online, it will become the new standby server.
Network Partitions
Network malfunction or misconfiguration can create network partitions and split the network into separate islands. If a node enters this state, the node is referred to as being in the island mode. Nodes in the island mode are hard to detect. While these nodes can communicate within a partitioned island, they cannot communicate between partitioned islands. If the islands do not communicate, then each island will select its own active server.
Generally, you can connect to the Cisco Unified CCX administration on any node, and see a consistent cluster view. If a node is in the island mode, you will see different cluster views when you connect to nodes in each island.
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
If your node enters the island mode, perform one of the following tasks:
•
reboot every cluster node, or
•
stop all cluster nodes, and restart the Cisco Unified CCX node manager.
If the cluster node cannot be restarted, first ensure that all nodes are functioning as desired. Next, from each node, verify the network accessibility to every other node.
11-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Managing the Control Center
Managing the Control Center
Use the Control Center Server Configuration pages to:
•
Activate or deactivate components (see
Activating a Component, page 11-12 )
•
•
Remove a server from the cluster (see Removing a Server, page 11-14
)
Disable a server temporarily or permanently (see
Disabling a Server, page 11-15
•
Start, stop, and restart services (see Starting, Stopping, and Restarting Cisco
Unified CCX Services, page 11-16
)
Reelect master for a particular service (see
•
•
•
View server trace files (see
View server or services details (see
)
To access the Control Center Server Configuration page, select choose System >
Control Center from the Cisco Unified CCX Administration menu bar and then click the required Server name hyperlink in the main pane.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-9
Managing the Control Center
Figure 11-3
Chapter 11 Managing the Cisco Unified CCX System
Control Center - Server Configuration web page
Use this page to start, stop, restart services on a server and to reset master/standby server settings.
The Control Center configuration page lists the status of services running on a particular server; the figure above shows the status of services on a server named
PC22000.
Table 11-1 below describes the different areas of this page.
11-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
3
4
5
Chapter 11 Managing the Cisco Unified CCX System
Managing the Control Center
Table 11-1
Callout
1
2
Areas of the Control Center Web Page
Description
The server name and Cisco Unified CCX Engine status. Button to Start, Stop, Restart, and
Reelect individual services.
The services installed on this server. Master services are labeled with a small, blue M icon; standby services with a small, blue S icon.
Some Cisco services—Cisco Unified CCX Administration, Cisco Unified CCX CVD,
Cisco Unified CCX Editor, and Cisco Unified CCX Engine—contain a sub-level manager; these are indicated by a plus sign. Each service with a sub-level manager contains a
Manager; the Cisco Unified CCX Engine also contains a Subsystem Manager.
6
Caution
Stopping a service containing a sub-level manager stops all the components controlled by that manager.
Stopping one Cisco Unified CCX SQL server service stops all other Cisco
Unified CCX SQL server services, with the exception of Microsoft Distributed
Transaction Coordinator.
The Status icons and the server states they represent. For more information, see
“Monitoring Service Status” section on page 11-21
.
The Last Failure column notes the last time the service was stopped. for each node. The last failure reason is provided in the history information window for each node.
Information icons:
•
The Eyeglasses icon accesses server log files.
•
The Pin icon accesses details about the server.
Use these hyperlinks to obtain more information about the server:
•
Server Traces accesses the trace logs for the server.
•
Server Details access detailed information about the server, such as properties, hardware, services, and reason for last failure.
See the
“Activating a Component” section on page 11-12
for details on tasks you can perform using the Control Center page.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-11
Chapter 11 Managing the Cisco Unified CCX System
Managing the Control Center
Activating a Component
Note
You do not need to activate components for single node deployments. In a single node deployment, all components are activated by default.
You activate components using the Component Activation Page.
Figure 11-4 Control Center - Component Activation web page
Use these links to remove or disable this server.
The server name
List of components, and their license and activation status.
To activate a component, complete the following steps.
Note
A component can be activated even if it is not licensed. However, Cisco Unified
CCX Node Manager cannot start services related to a component until the license related to the component is uploaded. In other words, in order for a service to run, its component needs to be licensed and activated.
Note
You cannot deactivate publisher datastore components. To deactivate a publisher datastore component, first change the component to be a subscriber and then deactivate the component (see
Changing Publisher to Subscriber, page 12-9
).
11-12
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Managing the Control Center
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose System > Control
Center.
The Control Center/Servers summary web page opens.
Click the Component Activation hyperlink.
The Component Activation web page opens.
Use the check boxes next to Component Names to enable or disable that component feature.
Some feature components, such as the Nuance Vocalizer feature have subfeatures you can also enable or disable. If you disable a feature with subfeatures, the subfeatures are automatically disabled, too.
When a feature component is disabled, it is disabled on that server, only. Every time a server is rebooted, the Node Manager checks for the availability of the license as well as the enable feature flag to enable a particular component.
Step 4
Note
When the Cisco Unified CCX Engine is enabled or disabled, it creates or removes the Unified CM Telephony user in the Unified CM Telephony
Provider for that node, provided Unified CM Telephony information exists. If Unified CM Telephony Port groups have already been configured, then Cisco Unified CCX will create/remove CTI ports for this node.
See
“Viewing License Information” section on page 1-14 for details on viewing
license information.
Click Update.
A component activation summary displays.
Note
For information about the messages that can appear in this summary, see the Cisco Unified CCX Servicing and Troubleshooting Guide.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-13
Chapter 11 Managing the Cisco Unified CCX System
Managing the Control Center
Removing a Server
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
Caution
Once a server is removed, the only way to restore it to the cluster is to reinstall it.
Also, after a server is removed, there will be a delay before the change is reflected across all nodes in the cluster.
Note
A server cannot be removed if at least one of the datastores has publisher set on this node.
Tip
You can only remove a server from a multiple-node cluster.
To remove a server, complete the following steps:
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose System > Control
Center.
The Control Center/Servers summary web page opens.
Click the Component Activation link on the Right.
Select the server name from the navigation bar on the left.
The component information for that server appears.
Click the Remove Server hyperlink to remove the server.
The system prompts you to confirm the deletion; click OK.
The system removes the node from the cluster. Unified CM Telephony and CTI
Ports for this node are removed only if the removed node is a Cisco Unified CCX
Engine-enabled node.
11-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Managing the Control Center
Step 5
Click Update.
Disabling a Server
Tip
You can only disable a server in a multiple-node cluster. The Disable Server link is only available when the server you wish to disable is already up and running.
To disable a server, complete the following steps:
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose System > Control
Center.
The Control Center/Servers summary web page opens.
Select the Component Activation hyperlink.
The Component Activation web page opens.
Select the required server name from the navigation bar.
The component information for that server is displayed.
Click the Disable Server hyperlink to disable the server.
The system prompts you to specify a disable method for the server:
•
Temporarily. Cisco Unified CCX Node Manager is shut down. This server is still part of the cluster. If you reboot the server, the node manager is automatically enabled.
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
•
Permanently. Cisco Unified CCX Node Manager is shut down and its service type in Windows services is changed to “Manual” (the default set during system installation is “Automatic”). This server is still part of the cluster; but the Node Manager remains in the manual state. If you reboot the server, the
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-15
Chapter 11 Managing the Cisco Unified CCX System
Managing the Control Center
Step 5
Node Manager continues to remain in the manual state and will not be enabled automatically. you must explicitly change the default back to
“Automatic.” To re-enable the node manager, start the Cisco Unified CCX
Node Manager service by setting service type to Automatic in the Service
Control panel, and reboot the node (see
Starting, Stopping, and Restarting
Cisco Unified CCX Services, page 11-16
).
If this server happens to be a master for any of the services, then failover happens for that service.
Click Update.
Starting, Stopping, and Restarting Cisco Unified CCX Services
At times, you may need to stop and restart the Cisco Unified CCX services. For example, you must stop the Engine before modifying the Historical Reporting configuration, and restart the Engine for the changes to take effect. You may also stop and restart the Cisco Unified CCX Engine to view the status of the Engine and subsystems while the Engine stops and starts.
Tip
If you have just completed a Cisco Unified CCX cluster or server setup procedures, be sure to wait at least 10 minutes before you restart the Cisco Unified
CCX Engine. This time gap is required for Cisco Unified CCX to synchronize information across the cluster.
11-16
Caution
Stopping one Cisco Unified CCX SQL server service stops all other Cisco Unified
CCX SQL server services, with the exception of Microsoft Distributed
Transaction Coordinator.
To start, stop or restart Cisco Unified CCX services, complete the following steps.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose System > Control
Center.
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Step 2
Step 3
Managing the Control Center
The Control Center/Servers summary web page opens.
Click a Server Name hyperlink on the navigation bar.
The Control Center/Server Configuration web page opens.
Select the radio button next to the service whose status you want to change and click one of the following buttons:
•
•
•
Start
Stop
Restart
Reelect Master
The type of service determines how a master is initially elected. For example:
•
For the Cisco Unified CCX Engine, the first available service becomes the master. That service does not surrender its position as master, even if another service becomes active.
•
For datastore services, the best candidate is always elected as master.
You can manually reelect a master service using the Control Center’s Reelect
Master button. However, if the best candidate for the service is already defined as the master, choosing Reelect Master does not cause any changes. (For more information, about master and standby services, see
Terminology” section on page 11-2 .)
Note
If the best candidate for the service is already master, Reelect Master does not cause any changes.
Caution
Use this button carefully, as all active calls on the current master server may be
(if failover is available) dropped when you click Reelect.
To reelect a master service, complete the following steps:
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-17
Chapter 11 Managing the Cisco Unified CCX System
Managing the Control Center
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose System > Control
Center.
The Control Center/Servers summary web page opens.
Select the server that is currently configured as a standby server, by clicking on the corresponding radio button. (Master services are labeled with a small, blue M icon; Standby services with a small, blue S icon.)
Click Reelect Master.
Repeat Steps 4 and 5, as necessary.
Server Traces
You can access trace log files for servers from the Control Center pages by completing the following steps.
Note
Cisco Unified CCX Node Manager needs to be running for the system to access trace log files. If a remote node or Cisco Unified CCX Node Manager is not running, then traces cannot be accessed.
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose System > Control
Center.
The Control Center/Servers summary web page opens.
Click a Server Name hyperlink on the servers navigation bar.
The Control Center/Servers Configuration web page open.
Click the Server Traces hyperlink.
The Server Traces web page opens, displaying a folder for each server service.
Click the folder for the service for which you want to see log files.
11-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Step 5
Step 6
Managing the Control Center
A new page opens listing the log files for that folder.
Click a log file Name hyperlink.
The log file opens in a separate window.
Perform one of the following actions:
•
•
View the contents of the log and select File > Close to close the log file window.
Select File > Save As, use the Save Web Page dialog to save the contents of the log to a file, and then select File > Close to close the window.
•
•
•
Related Topics
•
Tracing Configuration, page 11-29
•
Configuring Trace Settings, page 12-10
Trace File Configuration, page 18-10
Trace Configuration, page 18-10
Agent/Historical/Repository Trace Configuration, page 18-11
Server Details
You can access detailed information about particular server’s configuration by completing the following steps.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose System > Control
Center.
The Control Center/Servers summary web page opens.
Click a Server Name hyperlink on the servers navigation bar.
The Control Center/Servers Configuration web page opens.
Click a Server Name hyperlink on the servers navigation bar.
The Control Center/Servers Configuration web page opens.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-19
Chapter 11 Managing the Cisco Unified CCX System
Managing the Cisco Unified CCX Engine
Step 4
Step 5
Click the Server Details hyperlink.
The following details display in a separate window:
•
Computer name
•
Server IP address
•
•
Server host name
State
Hardware type
•
•
•
•
Install time
Last restart
Hardware properties
Services for enabled components (regardless of state)
•
•
•
Software version
Time of upgrade
•
Server description
Click OK to close the window.
Managing the Cisco Unified CCX Engine
Use the Control Center/Server configuration web page to:
•
•
Remove a server from the cluster (see Removing a Server, page 11-14
Disable a server temporarily or permanently (see
Disabling a Server, page 11-15 )
)
•
•
•
•
Start, stop, and restart services (see
Starting, Stopping, and Restarting Cisco
Unified CCX Services, page 11-16
)
Reelect master for a particular service (see
View server trace files (see
View server or services details (see
)
11-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Managing the Cisco Unified CCX Engine
•
•
Monitor service status (see
Monitoring Service Status, page 11-21 )
Configure the Auto Refresh Interval (see
)
Monitoring Service Status
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
To view the status of the Cisco Unified CCX system and its subsystems across the cluster, complete the following steps.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose System > Control
Center.
The Control Center/Servers summary web page opens.
Click a Server Name hyperlink on the navigation bar.
The Control Center/Server Configuration web page opens.
Move the cursor over the status icon next to the service name you want to monitor.
One of messages listed in the following table appears to display the current service status:
Status Message
Initializing
Shutting Down
Shutdown
In Service
Description
The subsystem is in the process of initializing itself.
The subsystem is in the process of shutting down.
Note
Completion of a subsystem shutdown varies from subsystem to subsystem. While the Shutting Down state may be too quick to register for some subsystems, other subsystems may be in the Shutting
Down state for a prolonged period of time.
The subsystem has completed the process of shutting down.
The subsystem initialized successfully and is serving with full functionality.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-21
Chapter 11 Managing the Cisco Unified CCX System
Managing the Cisco Unified CCX Engine
Status Message
Partial Service
Out of Service
Description
The subsystem detected at least one error during initialization and is serving with reduced functionality.
The subsystem failed to initialize or is not ready to serve for some other reason.
Step 4
To obtain more information about a server, click the icons in the Info column:
•
•
Logs icon. Accesses the Server Traces summary page.
Details icon. Accesses property information about the server.
Controlling the Auto Refresh Interval
11-22
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
When you start or stop a service, the Cisco Unified CCX system refreshes the information in the Status area at regular intervals so you can monitor the status of the system or subsystems across the cluster.
To configure the auto-refresh setting perform the following steps.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration menu bar, choose System > Control
Center.
The Control Center/Servers summary web page opens.
Click a Server Name hyperlink on the navigation bar.
The Control Center/Server Configuration web page opens.
Select the Auto-refresh checkbox and, optionally, change the value in the seconds field.
The Auto-refresh option causes the page to be refreshed until all of the services on the node are in either IN_SERVICE or SHUTDOWN state.
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Managing Cisco Unified CCX CDS Information
Also, a page refresh occurs automatically whenever you START/STOP/RESTART a particular service.
Note
When Auto-refresh is in progress, avoid performing another Cisco Unified
CCX-related actions until the refresh completes.
Step 4
Click the Component Activation hyperlink.
The system applies the changes.
Managing Cisco Unified CCX CDS Information
The Cisco Unified CCX system stores configuration information in the Cisco
Configuration Datastore Server (CDS). The Cisco Unified CCX Administration configurations are stored in the CDS.
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
The Cisco Unified CCX server can receive directory information from one Cisco
Unified Communications directory and application configuration and script logic from a repository on another server.
Related Topic
About the Cisco Unified CCX Datastore, page 12-2
Managing System Parameters
The parameters in the System Parameters Configuration page are grouped logically into sections with headings. Each parameter has a corresponding suggested or default value on the right side of the page. Where applicable, radio buttons are used to toggle between the parameter options.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-23
Chapter 11 Managing the Cisco Unified CCX System
Managing System Parameters
In this web page, you can configure the number of historical reporting clients, the recording count, port settings, the default session timeout, and Codec.
Procedure
Step 1
Choose System > System Parameters from the Cisco Unified
CCX Administration menu bar.
The System Parameters Configuration web page appears displaying the following fields.
Field Description
Internationalization Parameters
Default Language System default language associated with new contacts for which no language has been defined. This field specifies the last possible fallback language when the system searches for resources such as prompts and grammars.
Customizable Locales
Default: English (United States) [en_US]
Use to specify a unique locale.
Default Currency
Default: (blank)
Default currency, such as American dollars (USD), French Francs (FRF), and so on.
The system uses the default currency for converting currency amounts in a playable format when no currency designator is specified.
Default: American Dollar [USD]
Media Parameters
Codec The codec chosen during installation for this Cisco Unified CCX server.
The Codec configuration settings differs based on the Cisco Unified CCX deployment type:
•
•
In Unified CM deployments, the Codec parameter is configurable.
In Unified CME deployments, the Codec parameter is not configurable and is always G711.
11-24
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Field
Recording Count
Managing System Parameters
Description
The maximum number of simultaneous sessions that are supported with this system configuration. This value cannot be greater than the number of seats.
Note
Standard license package does not support recording. Premiun package license supports recording, however, when you upgrade from Standard to Premium license package, you need to manually change this recording count to 80 to enable recording functionality.
Default TTS Provider
Default: 0
Default TTS (Text-to-Speech) provider.
Default: By default, no TTS provider is configured. Select a provider from the drop-down list to configure it as the default. The system uses the default
TTS provider to determine which provider to use if the TTS request does not explicitly specify the provider to use.
Application Parameters
Supervisor Access The Administrator uses this option to allow certain privileges to supervisors (all supervisors have the same privilege). The options are:
•
No access to teams—The supervisor logs into the Supervisor page, but will not be able to see any team information (No RmCm info)
•
•
Access to all teams—The supervisor logs into the Supervisor page, and will be able to see all the teams (RmCm information)
Access to supervisor’s teams only—The supervisor logs into the
Supervisor page, and will be able to see the teams they supervise.
Max Number of Executed
Steps
The maximum number of steps an application can execute before the Cisco
Unified CCX Engine terminates the script or application.
This limitation is intended to prevent a script from running indefinitely.
Default: 1000
Note
Do not change the default value.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-25
Chapter 11 Managing the Cisco Unified CCX System
Managing System Parameters
Field
Additional Tasks
Description
This field allows you to control the creation of additional threads that the
Cisco Unified CCX server internally initializes based on licensed Unified
IP IVR ports.
Default: 0
Default Session Timeout Maximum number of minutes a user-defined mapping ID remains in the session object memory after the session is moved to the idle state. During this duration, the session continues to be accessible even if you have terminated that session. Use this setting to configure the time required to perform your after-call work (for example, writing variables to a database before clearing the session).
Enterprise Call Info
Parameter Separator
Agent State after Ring
No Answer
The default is 30 minutes (recommended). Reducing this number, also reduces the system memory usage comparatively.
You can add a user-defined mapping ID to a session using the Session
Mapping step in the script editor. Once assigned, you can use this mapping
ID to get the session object from another application instance. By doing so, other applications obtain access to the session context. See the Cisco
Unified CCX Getting Started with Scripts guide for more information.
A character used Get/Set Enterprise Call Info steps in the Cisco Unified
CCX Editor to act as a delimiter for call data.
Default: | (bar)
Radio button determining how agent state should be set after a “Ring No
Answer” event. The choices are:
•
•
Ready. If an agent does not answer a call, the Agent State is set to
Ready.
Not Ready (default). If an agent does not answer a call, the Agent State is set to Not Ready.
11-26
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Managing System Parameters
Field
Number of HR session licenses
Number of Outbound seats
Description
The maximum number of Historical Reporting sessions that can be supported with this system configuration. Historical reporting sessions
(seats) refer to the number of historical reporting clients that can be started at the same time on different client machines.
This value cannot be greater than the number of licensed seats in the case
of Unified CCX (see Historical Reporting Configuration, page 13-2
).
Default: 0 for Unified CCX (Standard, Enhanced, and Premium), 5 Unified
IP IVR.
The maximum number of Outbound seats. The configuration of Outbound seats is done during the configuration or setup phase, after the installation.
Note
This is a mandatory field. This field will be displayed only if you have a Premium license.
The maximum number of preview outbound seats that can be configured is the limited by either the Premium Seat Count or the hardware limit, whichever is the least. An error message will be displayed incase of invalid configuration.
The hardware limit for the Preview Outbound seat count is as shown in the table:
System Port Parameters
RMI Port
1
The port number used by the Cisco Unified CCX Engine to serve RMI requests.
Default: 1099
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-27
Chapter 11 Managing the Cisco Unified CCX System
Managing System Parameters
Field
RmCm TCP Port
Description
TCP port number on which the CTI server component of the RmCm subsystem opens the server socket and listens to the clients. All CTI server clients, such as Cisco Agent Desktop, Unified ICME Server, Sync Server, and IP Phone Agent Server, use this port number.
Note
If you change this value, the system will logged out. (The system generates a warning before proceeding.)
SQL TCP Port
Master Listener TCP
Port
1
1
Heartbeat UDP Port
1
Default: 42027
The TCP port the Cisco Unified CCX SQL Server instance listens on for database connections over TCP/IP network protocol.
Default: 4433
UDP port used to send UDP packets (heartbeats) between all cluster nodes.
A undetectable heartbeat indicates that a node is not running.
Set this port to a unique value between 1 and 65635. (This setting should do not conflict with other UDP ports on the node.)
If you change this value, all CVD on all cluster nodes must be restarted.
Default: 996
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
TCP port used for communication between CVD and Cisco
Agent/Supervisor Desktop Services.
Set one value for every cluster node. Set this port to a unique value between
1 and 65635. (This setting should not conflict with other TCP ports on the node.)
If you change this value, all CVD on all cluster nodes must be restarted.
Backup and Restore Port
1
Default: 994
TCP port for communicating between BARS and BRM.
Default: 996
1.
The port changes for this parameter requires restart of Cisco Unified CCX Engine on all nodes in the cluster.
Step 2
Click Update.
The system notifies all nodes in the cluster about the changes.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-28
Chapter 11 Managing the Cisco Unified CCX System
Exiting Cisco Unified CCX Administration
Note
If Node Manager is not in Shutdown state during this operation, then the changes just made are synchronized on that node when Node manager is started again.
Exiting Cisco Unified CCX Administration
You can exit Cisco Unified CCX Administration by closing your web browser.
To exit Cisco Unified CCX Administration without closing your web browser, choose System > Logout from the Cisco Unified CCX Administration menu bar.
The system logs you out of Cisco Unified CCX Administration and displays the
Authentication web page.
Tracing Configuration
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
You can configure trace options for each Cisco Unified CCX component. Tracing enables you to monitor Cisco Unified CCX and subsystem activities across the cluster.
Note
If you activate tracing, monitor the CPU usage and available disk space on the server. CPU usage near 100% or a full disk can cause your system to shut down unexpectedly.
Access tracing configuration by choosing System > Tracing from the Cisco
Unified CCX Administration menu.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-29
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
Note
For an overview regarding the options available on the Alarm and Trace
Configuration pages, see
Configuring Trace Settings, page 12-10
For complete instructions on configuring tracing, see the Cisco Unified CCX
Servicing and Troubleshooting Guide.
Cisco Unified CCX Log Collection Tool
The Cisco Unified CCX Log Collection Tool provides the ability to collect all log files from the Cisco Unified CCX server into one zip file. The tool also provides the ability to write the zip file to a local or network drive.
For complete Cisco Unified CCX Log Collection tool information and procedures, refer to the Cisco Unified Contact Center Express Servicing and
Troubleshooting Guide.
Related Topics
•
•
•
•
•
Configuring Trace Settings, page 12-10
Trace File Configuration, page 18-10
Trace Configuration, page 18-10
Agent/Historical/Repository Trace Configuration, page 18-11
Cisco Unified CCX Utilities
Cisco Unified CCX has additional tools to help you manage system components:
•
•
Cisco Unified CCX Admin Utility. Enables you to change or synchronize
passwords for Cisco Unified CCX Windows User accounts (see Cisco Unified
).
Cisco Unified CCX Serviceability Utility. Enables you to synchronize the bootstrap data in a Cisco Unified CCX server, update Cisco Unified CCX IP address information, update Unified CM IP address information, and update
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-30
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
Cisco Unified CCX configurable property files that are stored in the Cisco
Unified CCX bootstrap repository (see
Cisco Unified CCX Serviceability
).
Cisco Unified CCX Admin Utility
Note
Support for High Availability and remote servers, and expansion servers is only available in multiple-server deployments.
Use the Cisco Unified CCX Admin Utility to change or synchronize passwords of the following Cisco Unified CCX Windows User accounts:
•
CRSAdministrator
•
CiscoHistRrptUsr
Cisco Unified CCX Admin Utility applies the password change of any of the above accounts to the Windows services running under these accounts.
The Cisco Unified CCX Admin Utility consists of a window that displays the password status of these accounts on each of the nodes in the Cisco Unified CCX
Cluster.
Note
The displayed accounts depend on the Cisco Unified CCX deployment option.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-31
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
The figure below shows an example of a Cisco Unified CCX Admin Utility window.
Figure 11-5 Cisco Unified CCX Admin Utility
Each account in the Cisco Unified CCX Admin Utility window has a color-coded icon representing the status of the account’s password:
•
A green icon indicates that the account matches the cluster-level password.
•
A red icon indicates that the account does not match the cluster-level password.
This section describes the following topics:
•
•
Guidelines and Requirements for the Cisco Unified CCX Admin Utility, page 11-32
Logging on to the Cisco Unified CCX Admin Utility, page 11-33
•
•
•
Changing the Cisco Unified CCX Administrator Password, page 11-34
Changing the Cisco Unified CCX Administrator Password for Multiple-Node
Synchronizing the Cisco Historical Reports User Password, page 11-36
Guidelines and Requirements for the Cisco Unified CCX Admin Utility
Be sure to follow these guidelines when using the Cisco Unified CCX Admin
Utility:
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-32
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
•
•
•
•
•
Effective Cisco Unified CCX 5.0, the Cisco Unified CCX Admin Utility only works on the bootstrap server.
Only run the Cisco Unified CCX Admin Utility on the bootstrap server. Only the bootstrap server has the required bootstrap data storage tool installed.
This tool is required to update password for the Cisco Unified CCX Admin
Utility.
Run the Cisco Unified CCX Admin Utility only after the software is properly installed and configured in the server (or cluster as applicable).
Do not run the Cisco Unified CCX Admin Utility before, during the installation, or during the cluster configuration.
Do not change passwords during peak call traffic times. Doing so may impact the performance of your system.
Note
Changing/synchronizing the password will restart the Cisco Unified CCX Node
Manager and its dependent services on all the nodes in the cluster and could take significant amount of time.
Logging on to the Cisco Unified CCX Admin Utility
To access and logon to the Cisco Unified CCX Admin Utility, complete the following steps.
Note
Only one instance of this utility should be run within the cluster at any given time to apply password changes across the cluster.
Procedure
Step 1
Step 2
Select Start > Programs > Cisco Unified CCX Administrator > Cisco Unified
CCX Admin Utility.
The Cisco Unified CCX Admin Utility Logon window opens.
Specify your Windows NT Administrator User Name and Password and click OK.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-33
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
The Cisco Unified CCX Admin Utility window opens, displaying the Cisco
Unified CCX Cluster information for the CRSAdministrator and
CiscoHistRrptUsr accounts.
Changing the Cisco Unified CCX Administrator Password
To change the Cisco Unified CCX Administrator password across the cluster, complete the following steps.
Note
Do not change passwords during peak call traffic times. Doing so may impact the performance of your system.
Procedure
Step 1
Step 2
Step 3
Step 4
In the Cisco Unified CCX Admin Utility, use the checkbox to select the
CRSAdminstrator account.
Select Option > Set New Password.
The Set Accounts Password dialog box appears.
Use the dialog box fields to specify and confirm a new password and click OK.
A warning dialog box appears.
Click OK.
The password is applied to each node in the cluster and the accounts running under CRSAdministrator account on all nodes; a dialog box reports the status of the changes.
11-34
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
Changing the Cisco Unified CCX Administrator Password for Multiple-Node
Deployments
If one or more nodes in the cluster has a Cisco Unified CCXAdministrator password that is different than the cluster-level password, instead of setting a new password for the cluster, you can change or resynchronize the passwords for the required node.
Note
A red Cisco Unified CCXAdministrator icon indicates that the password is out of sync.
To change a Cisco Unified CCXAdministrator password, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Log in to the bootstrap server node that is currently active.
Shut down the Cisco Unified CCX Administration window for the required node in the cluster.
In the Cisco Unified CCX Admin Utility, use the checkbox to select the
CRSAdminstrator account.
Select Option > Change Password.
Follow the instructions specified in each window.
Note
Several message boxes provide the status at each stage, read the update and proceed as required at each stage.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-35
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
Synchronizing the Cisco Unified CCXAdministrator Password for Multiple-Node
Deployments
If one or more nodes have a Cisco Unified CCXAdministrator password that is different from other nodes in the cluster, you can resynchronize the passwords for the required nodes.
To synchronize a Cisco Unified CCXAdministrator password in a multiple-node deployment, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Run the Cisco Unified CCX Admin Utility on the bootstrap server node that is currently the active (master) server:
Start > Program > Cisco Unified CCX Administrator > Cisco Unified CCX
Admin Utility
Shut down the Cisco Unified CCX Administration window for all nodes in the cluster.
In the Cisco Unified CCX Admin Utility, use the checkbox to select the Cisco
Unified CCXAdminstrator account.
Select Option > Synchronize.
Follow the instructions specified in each window.
Note
Several message boxes provide the status at each stage, read the update and proceed as required at each stage.
Synchronizing the Cisco Historical Reports User Password
During Cisco Unified CCX installation, a pre-determined password phrase is set for CiscoHistRrptUsr. If this password is ever changed on any node, you can synchronize it to the pre-determined password.
To synchronize a password, complete the following steps.
11-36
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
Note
You cannot change a CiscoHistRrptUsr password, only synchronize it.
Procedure
Step 1
Step 2
Step 3
In the Cisco Unified CCX Admin Utility, use the check box to select the Cisco
Unified CCXHistRrptUsr account.
Select Option > Synchronize.
A warning dialog box appears.
Click OK.
The password is applied to each node in the cluster where the Cisco Unified
CCXHistRrptUsr account is out-of-sync; a dialog box reports the status of the changes.
Refreshing Account Sync Status
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
The Refresh Menu option refreshes each node’s account sync status with cluster level information, whether they are in-sync or out-of-sync.
Procedure
Step 1
In the Cisco Unified CCX Admin Utility, select View > Refresh.
Cisco Unified CCX refreshes the node’s account sync status with cluster information.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-37
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
LogLevel Entry in Registry
The LogLevel entry can be found in registry as the following key:
HKLM\Software\Cisco Systems,Inc.\Cisco Unified CCX Admin
Utility\Log\LogLevel.
•
•
•
The value for this entry can be:
1 - Errors are logged.
2 - Errors and warnings are logged.
•
•
3 - Errors, warnings, and informational messages are logged.
4 - Errors, warnings, informational and debugging messages are logged.
5 - Errors, warnings, informational, debugging and verbose messages are logged
Timeout Seconds Entry in Registry
The TimeoutSeconds entry can be found in registry as the following key:
HKLM\Software\Cisco Systems,Inc.\Cisco Unified CCX Admin
Utility\Log\TimeoutSeconds.
The default value is 5.
The Cisco Unified CCX Admin Utility sleeps for the timeout defined by this register before it pools the status of the node manager or goes to next step.
It increases when the node manage start up takes a long time for the bootstrap to be in IN_SERVICE, or if the shut down is slow.
ExtRetries Entry in Registry
The ExtRetries entry can be found in registry as the following key:
HKLM\Software\Cisco Systems,Inc.\Cisco Unified CCX Admin
Utility\Log\ExtRetries
Default value is 250.
The retry number defines the Maximums retry to pool the node manager status before failing the function.
11-38
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
It increases when the node manage start up takes a long time for the bootstrap to be in IN_SERVICE, or if the shut down is slow.
Cisco Unified CCX Serviceability Utility
The Cisco Unified CCX Serviceability Utility allows you to:
•
Update Cisco Unified CCX IP address information.
•
•
Update Unified CM IP address information.
Update Cisco Unified CCX configurable property files that are stored in the
Cisco Unified CCX bootstrap repository.
This section describes the following topics:
•
Launching the Cisco Unified CCX Serviceability Utility, page 11-39
•
•
•
•
Updating Property File information, page 11-40
Updating Cisco Unified CCX IP Address Information, page 11-40
Updating Unified CM Information, page 11-41
Examples: Updating Cisco Unified CCX IP Address Information, page 11-42
Launching the Cisco Unified CCX Serviceability Utility
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
You can launch the Cisco Unified CCX Serviceability Utility from any server in the cluster by selecting Start > Programs > Cisco Unified CCX Administrator
> Cisco Unified CCX Serviceability Utility.
One of the following happens:
•
The Cisco Unified CCX Serviceability Utility connects to the Cisco Unified
CCX bootstrap repository and displays bootstrap (and cluster, if applicable) information.
•
If the Cisco Unified CCX Serviceability Utility cannot connect to the Cisco
Unified CCX bootstrap repository for any reason, the following error message is displayed.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-39
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
Load/Update failed due to Bootstrap Repository error.
Updating Property File information
Use the Properties tab of the Cisco Unified CCX Serviceability Utility to make changes to properties file information.
To update property file information, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
In the Cisco Unified CCX Serviceability Utility, click the Properties tab.
Use the drop-down list on the left side of the dialog and select a Properties File
Name.
Specify your changes.
Repeat Steps 1 and 2.
Click Save. Each entry in the property file provides an important attribute to the
Cisco Unified CCX Cluster. Be sure to save each change made to the property file.
The system saves the information to the configuration datastore server.
Restart the Cisco Unified CCX Node Manager for the changes to take effect.
Note
If the changes are to take effect on all nodes in the cluster, restart Cisco
Unified CCX Node Manager on all nodes.
Updating Cisco Unified CCX IP Address Information
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
Use the Node Information tab of the Cisco Unified CCX Serviceability Utility to make changes to the IP address of any node in the cluster.
11-40
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
To update node information, complete the following steps.
Procedure
Step 1
Step 2
Step 3
In the Cisco Unified CCX Serviceability Utility, click the Node Information tab.
Select a Node ID from the drop-down list on the left.
Specify changes to the following fields:
•
Existing IP Address
•
New IP Address
Note
The Machine Name is a read only field and cannot be changed.
Step 4
Step 5
Tip
In a multiple-server scenario, the Cisco Agent/Supervisor Desktop client computers and CRA engine should use the same set of active and standby servers to ensure failover protection.
Click Update.
The system saves the information in the configuration datastore.
Restart the Cisco Unified CCX Node Manager on all nodes for the changes to take effect.
Updating Unified CM Information
If the Unified CM IP address changes, you must update the AXL Provider, the
Unified CM Telephony Provider, and the RmCm Unified CM Telephony Provider information. You can update this information using one of two methods:
•
Use the Cisco Unified CCX Unified CM Configuration web page (see
Configuring Unified CM Information, page 4-2
). This is the recommended method if you can access the server at any time.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-41
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
•
Use the Cisco Unified CCX Serviceability Utility (the procedure in this section). This is the procedure to use if, for any reason, you are not able to connect to the existing server setup.
To update Unified CM information, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
In the Cisco Unified CCX Serviceability Utility, click the Unified CM
Configuration tab.
Specify changes to the following fields:
•
Existing and New AXL Service Provider information
•
•
Existing and New Unified CM Telephony Provider information
Existing and New RmCm Unified CM Telephony Provider information
Click Update.
The system saves the information in the configuration datastore.
Restart the Cisco Unified CCX Node Manager on all nodes for the changes to take effect.
Examples: Updating Cisco Unified CCX IP Address Information
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
This section provides examples of the steps you need to follow whenever there is a change in IP address for the nodes in a cluster for the following Cisco Unified
CCX deployments:
•
•
Single-node scenario
Cisco Unified CCX node with third party servers for MRCP ASR and MRCP
TTS.
11-42
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
Note
The deployment options listed above are supported and tested.
Scenario 1: Single-Node Cluster
In a deployment consisting of a single-node Cisco Unified CCX cluster, do the following to update the IP address:
1.
Stop the Cisco Unified CCX Node manager from the Services window.
2.
3.
4.
Modify the IP address of the machine using the Windows TCP/IP Properties window.
Update the DNS server so that new IP address matches the old host name.
5.
If you have Unified CCX, run the Cisco Agent Desktop Configuration Setup by double clicking the PostInstall.exe file (located under C:\Program files\Cisco\Desktop\bin) and modify the IP address of the Primary/Secondary
CAD Directory Service, click OK, and then modify the IP address under the appropriate subsequent screens (such as Unified CM, VoIP Network Device and service IP address).
Launch the Cisco Unified CCX Serviceability Utility and follow these steps:
a.
When launching the tool, a dialog box appears displaying the old Cisco
Unified CM IP address connection details. Enter the new IP address and click Sync; the utility updates the information internally and the tabs are populated with the data.
b.
Go to the Node Information tab and select the node for which the IP address has to be changed. Select the IP address from the drop-down list, enter the new IP address and click Update.
Note
You need to perform this step on all the nodes in the cluster (if applicable).
c.
Go to the Node Manager Information tab, enter the new IP address, and click Update.
d.
Go to the Unified CM Configuration tab. Update RmCm Unified CM
Telephony Provider and Unified CM Telephony Provider with the new IP address and click Update.
e.
Exit the Serviceability utility.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-43
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
6.
7.
Reboot the Node.
If you have Unified CCX and you have configured IP Phone Agent (IPPA) service on Unified CM, access the Unified CM Administration page, update the URL in the IPPA service with new IP address, and click Update
subscriptions.
Note
For non-Unified CCX packages ignore Step 5, Running the Cisco Agent Desktop
Configuration Setup, and Step 8, Updating IPPA Service.
Scenario 1: Single-Node Cluster with High Availability
In a deployment consisting of a single-node Cisco Unified CCX cluster with high availability, do the following to update the IP address:
1.
Stop the Cisco Unified CCX Node manager from the Services window.
2.
3.
4.
Modify the IP address of the machine using the Windows TCP/IP Properties window.
Update the DNS server so that new IP address matches the old host name.
5.
If you have Unified CCX, run the Cisco Agent Desktop Configuration Setup by double clicking the PostInstall.exe file (located under C:\Program files\Cisco\Desktop\bin) and modify the IP address of the Primary/Secondary
CAD Directory Service, click OK, and then modify the IP address under the appropriate subsequent screens (such as Unified CM, VoIP Network Device and service IP address).
Launch the Cisco Unified CCX Serviceability Utility and follow these steps:
a.
When launching the tool, a dialog box appears displaying the old Cisco
Unified CM IP address connection details. Enter the new IP address and click Sync; the utility updates the information internally and the tabs are populated with the data.
b.
Go to the Node Information tab and select the node for which the IP address has to be changed. Select the IP address from the drop-down list, enter the new IP address and click Update.
Note
You need to perform this step on all the nodes in the cluster (if applicable).
11-44
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
6.
7.
8.
c.
Go to the Node Manager Information tab, enter the new IP address, and click Update.
d.
Go to the Unified CM Configuration tab. Update RmCm Unified CM
Telephony Provider and Unified CM Telephony Provider with the new IP address and click Update.
e.
Exit the Serviceability utility.
Repeat Step 2 to Step 5 on the second node in the cluster (or on all nodes in the cluster).
Reboot each node in the cluster.
If you have Unified CCX and you have configured IP Phone Agent (IPPA) service on Unified CM, access the Unified CM Administration page, update the URL in the IPPA service with new IP address, and click Update
subscriptions.
Scenario 3: Cisco Unified CCX Node with Third-Party Servers for ASR and TTS
In a deployment consisting of a Cisco Unified CCX node with third party servers for MRCP ASR and MRCP TTS, do the following to update the IP address on the nodes in the cluster:
1.
If you change the IP address for any of the nodes within the Cisco Unified
CCX cluster, follow the instructions in the previous scenarios.
2.
3.
Changing the IP address of the Cisco Unified CCX node does not affect the third party MRCP ASR and MRCP TTS servers. Apart from the instructions in the previous scenarios, no other change is required.
If you change the IP address of the third party server(s) that hosts the ASR and/or TTS server software from the MRCP vendors, you will need to update the server configuration data in the App Admin pages for the MRCP ASR and/or MRCP TTS subsystems.
4.
5.
6.
Depending on whether this is a MRCP ASR or TTS server that is impacted, select Subsystems > MRCP ASR or Subsystems > MRCP TTS.
From the links on the left select the MRCP Servers link. This will list the currently configured servers for the different MRCP Providers in the system.
Select the server with the old IP address that was configured earlier and delete it by clicking the Delete icon.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-45
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
7.
8.
9.
Then add a new server by clicking the Add MRCP ASR Server or Add
MRCP TTS Server link at the top right of the page.
As part of this configuration enter the new IP address of the third-party server and configure additional information as before such as the provider name, port number and the locales. In the case of TTS, configure the gender information as well. Click Add to add the server.
Next, click MRCP Providers. This will list all the MRCP Providers configured in the system.
10.
11.
The newly added server change will not take effect in the Cisco Unified CCX
Engine until the MRCP provider is refreshed. To make this change effective, either click Refresh for the specific MRCP Provider that was affected by this server IP address change, or alternatively if all MRCP providers were affected, you can Refresh All at the bottom of the page.
The Cisco Unified CCX Engine will then reload the corresponding MRCP
Providers for ASR and/or TTS and the IP address change will take effect.
Note
Host name changes are not supported.
Using the Cisco Unified CCX Log Collection Tool
The Cisco Unified CCX Log Collection Tool provides a way for you to collect all of the log files you want to view into one zip file. The tool also provides a way for you to run it remotely and to move the zip file off of the Cisco Unified CCX server to your own desktop or to a network drive.
Tip
Cisco Unified CCX servers do not have JRE installed by default. If you have installed the Real Time Reporting tool, you will have a JRE version on your Cisco
Unified CCX server. Otherwise, be sure to install JRE on your Cisco Unified CCX server.
To use the log collection tool to collect log files into a zip file, complete the following steps:
11-46
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 11 Managing the Cisco Unified CCX System
Cisco Unified CCX Utilities
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
To access the Cisco Unified CCX Log Collection Tool, go to Start > Programs
> Cisco Unified CCX Administration > Log Collection Tool.
A warning message appears listing several requirements. Be sure to adhere to these requirements.
After reading the message, click OK.
Enter the path and name of the zip file you want to create and click Save.
This step collects all the log files on the system into the zip file. If you want to limit the number of files by date, time, and component, and if you want to select another location for the zip file, check the Advanced Options check box, and another dialog box appears with more options:
Enter the information to limit the collection of log files by date and time. Click the check boxes of the components for which you want to collect log files, and then browse to a location where you want to move the zip file, by clicking the ... box next to the Source Drive field. Select the location for the zip file; it then appears in the Source Drive field. Then click Save.
If you choose a location on the Cisco Unified CCX system instead of a network drive, a warning message appears asking if you want to continue.
Click Yes to save the file to the Cisco Unified CCX system, or click No to go back and select another location on a network drive.
When you click Yes, The tool displays the following dialog box with the estimated disk space to be used by the zip file before actually writing the zip file.
Click Yes to continue, or click No if you want to stop the collection of log files into the zip file.
While the tool is collecting the log files, a Progress dialog box appears to indicate the progress of the log collection process.
Cisco Unified CCX Administration Guide, Release 7.0(1)
11-47
Cisco Unified CCX Utilities
Chapter 11 Managing the Cisco Unified CCX System
11-48
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
12
Managing the Cisco Unified CCX
Datastores
Datastores are components that allow you to manage and monitor historical, repository, and configuration data across all servers in the Cisco Unified CCX cluster
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
The following sections provide more information on Cisco Unified CCX datastores.
•
About the Cisco Unified CCX Datastore, page 12-2
•
•
•
•
•
The Cisco Unified CCX Datastore Control Center, page 12-4
The Publisher Activation Page, page 12-8
Configuring Trace Settings, page 12-10
Starting, Stopping, and Restarting Datastores, page 12-16
Configuring Alarm Settings, page 12-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
12-1
Chapter 12 Managing the Cisco Unified CCX Datastores
About the Cisco Unified CCX Datastore
About the Cisco Unified CCX Datastore
The Cisco Unified CCX Cluster uses the publisher/subscriber database model for data replication across the system. Under normal circumstances, the publisher acts as the source of data and the subscriber acts as the target for the data.
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
The publisher/subscriber database model enables Cisco Unified CCX to provide high-availability and failover support. To support this on the database level, the data must be available on multiple nodes of the cluster. To have such data availability, replication is used for the Agent, Historical, and Repository datastore. (The Configuration datastore does not use replication; instead, it uses atomic transaction to commit data changes to all active Configuration datastore in the cluster.)
The publisher is the main database. All data is written to this database, with the other databases (subscribers) synchronizing with the publisher. If the publisher fails, then data can be written to the subscriber(s). When the publisher is back online, it returns to accepting writes. It also synchronizes with the subscriber(s) by performing the following functions:
•
•
•
Adding any files or records that are new.
Deleting any files or records that have been removed.
Updating any files or records that have a later modification time stamp on the subscriber database.
When the publisher is fully synchronized, then all subscribers return to synchronizing with the publisher.
Note
You cannot deactivate publisher datastore components. To deactivate a publisher datastore component, first change the component to be a subscriber and then activate the component (see
Changing Publisher to Subscriber, page 12-9
).
Internally, Cisco Unified CCX datastores use the Microsoft SQL Server merge replication model. This means that a publisher is associated with a snapshot agent and a subscriber is associated with a subscription agent.
12-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 12 Managing the Cisco Unified CCX Datastores
About the Cisco Unified CCX Datastore
•
Snapshot agent. Generates a snapshot or image of the current database data.
For the Cisco Unified CCX datastores, usually a new snapshot is generated only when the publisher is created or a subscriber is added. However, the
Cisco Unified CCX administrator has the option of manually triggering a snapshot.
•
Subscription agent. Actively replicates data between the publisher and subscriber. Since Cisco Unified CCX uses bidirectional replication, the subscription agent will replicate data from publisher to subscriber as well as from the subscriber to the publisher.
New nodes added to the cluster having datastores will not have any replication role or type. In a multiple node cluster, the first node becomes the publisher only when the second node is activated, and the second node becomes the subscriber.
A datastore with replication can play the following roles:
1.
Unknown/Deactivated
2.
3.
Subscriber
Publisher
A datastore can only move up or down the line of roles one step at a time. For example, a publisher cannot be deactivated, so you first need to change the publisher to a subscriber and then deactivate the subscriber.
Also note that, while Cisco Unified CCX administrators can configure a publisher, they cannot configure a subscriber. Subscribers are managed automatically by Cisco Unified CCX; the event that triggers a datastore to play the role of a subscriber is the datastore component activation.
You use the Cisco Unified CCX Datastore Control Center to manage and monitor these agents.
Inactive Retention Period
By default, a subscriber is dropped from the publisher during a merge replication if the subscriber did not synchronize with the publisher within the retention period of two or four days. If a subscriber is dropped under these circumstances, use the
Cisco Unified CCX Datastore Control Center to prevent data loss.
Cisco Unified CCX Administration Guide, Release 7.0(1)
12-3
Chapter 12 Managing the Cisco Unified CCX Datastores
The Cisco Unified CCX Datastore Control Center
Note
The retention period is two days on a 18GB-30GB hard disk space system, and 4 days on a system with more than 30GB hard disk space.
Publisher Goes Down
For example, in a 2-node cluster, if Node A is currently the publisher and Node B is the subscriber and Node A goes down for than the 2- or 4-day retention period.
In this case, you must change Node B to become the publisher. When you do this,
Node A automatically becomes the subscriber and obtains the latest information from Node B.
Subscriber Goes Down
When the subscriber goes down for more than the 2- or 4-day retention period, reinitialize the subscriber in Cisco Unified CCX Administration (Datastore
Control Center web page) and reinitialize the subscription for all the datastores.
The Cisco Unified CCX Datastore Control Center
Cisco Unified CCX Cluster configuration is not complete until Agent, Historical, and Repository publishers are configured.
Tip
The Datastore Control Center page is not available in single-node deployments.
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
Note
Cisco Unified CCX only supports datastore publishers in a multiple node cluster having high availability.
12-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 12 Managing the Cisco Unified CCX Datastores
The Cisco Unified CCX Datastore Control Center
The Datastore Control Center allows you to configure and manage the following data across all servers in the cluster:
•
•
•
Agent records
Historical records
Repository data, such as prompts, grammars and documents
•
Configuration data for historical reporting
Access the Datastore Control Center by selecting System > Datastore Control
Center from the Cisco Unified CCX Administration menu bar.
Figure 12-1 Datastore Control Center web page
Use this link to access the
Publisher Activation page.
Use this link to open the page to configure trace settings.
The navigation bar provides links to the datastore configuration pages.
The datastore function buttons.
Information about that particular datastore type
(historical, repository, or configuration) across all servers in the cluster
Use the Datastore Control Center to perform the following functions:
•
Obtain an overview of the datastores in the cluster and their relationships.
Cisco Unified CCX Administration Guide, Release 7.0(1)
12-5
Chapter 12 Managing the Cisco Unified CCX Datastores
The Cisco Unified CCX Datastore Control Center
•
Manage the datastore read/write access.
•
Monitor and control the replication agents. (Available for Agent, Historical, and Repository datastores, only.)
•
Activate the publisher.
The following table describes the datastores available and what they contain.
Datastore Name Description
Historical This datastore contains Historical Report data.
Repository
Agent
Configuration
This datastore contains user prompts tables, grammar tables, and document tables
This datastore contains agent configuration information, agent report data, and metadata for recorded files.
This datastore contains Cisco Unified CCX system configuration information.
Use the navigation hyperlinks in to access the configuration web pages.
Note
For more information, see
“Datastore Control Center” section on page 12-6 .
Datastore Control Center
The following fields describe the Datastore Control Center contents common to all the Cisco Unified CCX datastores.
Field
Server
Replication Type
Description
Server machine name.
One of the following values:
•
•
•
•
•
Unknown
Publication Snapshot Agent
Subscription Agent
Atomic Transaction
Migration Agent (for HDS3x- upgrade from Cisco Unified CCX 3.x
12-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 12 Managing the Cisco Unified CCX Datastores
Field
Node ID
Read Access
Write Access
Replication Status
LastAction
Info
The Cisco Unified CCX Datastore Control Center
Description
Node ID of server/node in Cisco Unified CCX cluster.
Indicates whether data can be read from the datastore. Options: Yes, No.
Indicates whether data can be written to the datastore. Options: Yes, No.
Can be one of the following values:
UNKNOWN—Status cannot be obtained.
RUNNING—Replication agent is running
RETRYING—Replication agent is retrying some failed operation.
STOPPED—Replication agent is stopped.
FAILED*—Data migration agent failed
COMPLETED*—Migration agent successfully completed.
CANCELLED*—Migration agent last run was cancelled.
* Specific to HDS3x migration agent (upgrade from Cisco Unified
CCX3.x), only
Indicates the last action the replication agent was performing. (Basically, the most recent message logged into the replication agent history.)
Use these icons to access further information:
Error—Click this icon to open a window containing any error information for this datastore replication agent.
History—Click this icon to open a window containing history information for this datastore replication agent.
In addition, the Datastore Control Center contains the following hyperlinks:
•
•
Publisher Activation. Allows for Publisher activation, switch or reset functions. (see
The Publisher Activation Page, page 12-8
.)
Trace Configuration. Access Trace Configuration, where you can activate detailed debugging for Cisco Unified CCX datastore replication (see
Configuring Trace Settings, page 12-10
).
Cisco Unified CCX Administration Guide, Release 7.0(1)
12-7
Chapter 12 Managing the Cisco Unified CCX Datastores
The Publisher Activation Page
Note
Debugging should be switched Off once the debug session is completed since it impacts the server when left turned On under normal operations
(for example, disk space used by replication logs will grow without limit.)
Debugging reports are written to \wfavvid\log\ReplLogs as well as SQL
Server logs and NT Event viewer.
This web page also contains the following buttons:
•
Start—Click this button to start the replication agent.
•
Stop—Click this button to stop the replication agent.
•
•
Restart—Click this button to restart the replication agent.
Reinit Subscriber—Click this button to reinitialize the subscriber with a copy of data from the Publisher. (This causes the data on the subscriber to be overwritten by the data from the Publisher.)
Note
Only use this button if you have determined that the Subscriber needs this data from the Publisher (if the Subscriber and the Publisher are not synchronized).
The Datastore Control Center web page contains two fields: the auto-refresh checkbox and seconds field. Use these two fields if you need to modify the refresh interval for this web page.
The Publisher Activation Page
You can activate a new publisher or reset an existing publisher. If you selected datastore components (repository, historical, config, or agent datastores) during initial setup, the Publisher Activation page displays the selected datastores. You cannot deactivate the publisher, only change it to be a subscriber (see
Publisher to Subscriber, page 12-9
).
Tip
Use the publisher activation and reset functions in the event of a catastrophic situation where the publisher becomes inaccessible.
12-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 12 Managing the Cisco Unified CCX Datastores
Changing Publisher to Subscriber
Warning Perform the publisher activation and reset functions sparingly. Inappropriate use of these functions may lead to data loss.
Procedure
Step 1
Step 2
Step 3
Select Systems > Datastore Control from the Cisco Unified
CCX Administration menu bar.
The Datastore Control Center page appears.
Select Publisher Activation.
The Publisher Activation page appears.
Select the required server and perform one of the following actions
•
•
Click Activate Publisher to activate the selected server.
Click Reset Publisher to reset the existing server.
Changing Publisher to Subscriber
Use the Tracing page to activate and deactivate logging.
Note
For more information on Trace Configuration, see the Cisco Unified CCX
Servicing and Troubleshooting Guide.
Procedure
Step 1
Step 2
Access the Datastore Control Center by selecting Systems > Datastore Control from the Cisco Unified CCX Administration menu bar.
The Datastore Control Center page appears.
Select each datastore on the left pane and then click Publisher Activation.
The Publisher Activation page appears.
Cisco Unified CCX Administration Guide, Release 7.0(1)
12-9
Chapter 12 Managing the Cisco Unified CCX Datastores
Configuring Trace Settings
Step 3
Step 4
Select the required server (for the subscriber to be changed) by clicking on the check box next to the server
Click Activate Publisher.
A warning message window appears.
To proceed with the change, click OK.
Repeat
and
Step 4 for each datastore component that requires this change.
When you activate the new publisher, the old publisher automatically becomes the subscriber datastore.
Configuring Trace Settings
You configure Trace settings by component:
•
Cisco Unified CCX Administration—Trace File Configuration and Trace
Configuration settings.
•
•
Cisco Unified CCX Engine— Trace File Configuration and Trace
Configuration settings.
Cisco Unified CCX Editor—Define Trace File Configuration and Trace
Configuration settings.
•
•
Cisco Unified CCX Cluster View Daemon—Trace File Configuration and
Trace Configuration settings.
Cisco Unified CCX SQL Server—Define Agent, Historical, and Repository settings.
Note
For more information on Trace Configuration, see the Cisco Unified CCX
Servicing and Troubleshooting Guide.
This section includes the following topics:
•
•
•
Updating Trace File Information, page 12-11
Activating/Deactivating Logging, page 12-12
Trace Settings and Unified CM Telephony Performance, page 12-13
12-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 12 Managing the Cisco Unified CCX Datastores
Configuring Trace Settings
•
Agent, Historical, or Repository Trace Configuration, page 12-13
Updating Trace File Information
To update trace file information, follow these steps.
Procedure
Step 1
From any Datastore Control Center web page, click the Tracing hyperlink.
The Trace Configuration page appears and defaults to display the Trace File
Configuration hyperlink. The following fields are displayed on this page.
Field
File Name Prefix
File Extension
Number of Trace Files
Trace File Size
Description
A prefix to be added to each trace file name.
The extension to be added to the trace file name.
The number of trace files to be retained by the system.
The maximum file size for each trace file retained by the system.
Step 2
Click Update.
•
•
•
Related Topics
•
Activating/Deactivating Logging, page 12-12
•
Trace Settings and Unified CM Telephony Performance, page 12-13
Agent, Historical, or Repository Trace Configuration, page 12-13
Configuring Alarm Settings, page 12-14
Tracing Configuration, page 11-29
Cisco Unified CCX Administration Guide, Release 7.0(1)
12-11
Chapter 12 Managing the Cisco Unified CCX Datastores
Configuring Trace Settings
Activating/Deactivating Logging
To activate and deactivate logging, follow these steps.
Procedure
Step 1
Step 2
From any Datastore Control Center web page, click the Tracing hyperlink.
The Trace Configuration page appears for that datastore component.
Perform one of the following actions:
•
•
To activate logging for a server, select the Logging checkbox next to its node
ID.
To deactivate logging for a server, deselect the Logging checkbox next to its node ID.
Caution
You should activate logging only for the purpose of debugging and remember to
deactivate logging once the debugging session is complete. When Logging is activated, debug logs are be written to \wfavvid\log\ReplLogs, SQL Server logs, and the NT Event viewer.
Note
Step 3
For detailed information about how to use tracing in your system, see the Cisco
Unified CCX Servicing and Troubleshooting Guide.
Click Update.
Related Topics
•
Updating Trace File Information, page 12-11
•
•
•
•
Trace Settings and Unified CM Telephony Performance, page 12-13
Agent, Historical, or Repository Trace Configuration, page 12-13
Configuring Alarm Settings, page 12-14
Tracing Configuration, page 11-29
12-12
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 12 Managing the Cisco Unified CCX Datastores
Configuring Trace Settings
Trace Settings and Unified CM Telephony Performance
Unified CM performance can degrade under high agent and call load if the default trace setting is used and AntiVirus is enabled, resulting in rejected and aborted calls.
You can improve Unified CM performance under high load by performing the following steps.
Procedure
Step 1
Step 2
Step 3
Set Unified CM SDL Trace Directory path to:
F:\Program Files\Cisco\Trace\SDL\
Set the Unified CM SDL Trace output setting to file name:
F:\Program Files\Cisco\Trace\CCM\ccm.txt
Exclude the following folders from AntiVirus:
C:\Program Files\Cisco\Trace
F:\Program Files\Cisco\Trace
Related Topics
•
Updating Trace File Information, page 12-11
•
•
•
•
Activating/Deactivating Logging, page 12-12
Agent, Historical, or Repository Trace Configuration, page 12-13
Configuring Alarm Settings, page 12-14
Tracing Configuration, page 11-29
Agent, Historical, or Repository Trace Configuration
Note
Agent/Historical/Repository Trace Configuration is available for the SQL Server component, only.
Cisco Unified CCX Administration Guide, Release 7.0(1)
12-13
Chapter 12 Managing the Cisco Unified CCX Datastores
Configuring Alarm Settings
To access a Agent/Historical/Repository Trace Configuration page, select one of the following hyperlinks from the SQL Server list on the Tracing Configuration page navigation bar:
•
•
Agent
Historical
•
Repository
Each one of these options displays a configuration summary page listing all the servers in the cluster. Use the checkbox in the Logging column to enable/disable trace logging for the selected datastore on a particular server and click Update.
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
Related Topics
•
Updating Trace File Information, page 12-11
•
•
•
•
Activating/Deactivating Logging, page 12-12
Trace Settings and Unified CM Telephony Performance, page 12-13
Configuring Alarm Settings, page 12-14
Tracing Configuration, page 11-29
Configuring Alarm Settings
Use the Alarm Configuration page configure system-wide settings to define the
Alarm Server.
Note
Alarm Server Configuration is available for the following Cisco Unified CCX components: Cisco Unified CCX Administration, Cisco Unified CCX Engine, and Cisco Unified CCX Cluster View Daemon.
12-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 12 Managing the Cisco Unified CCX Datastores
Configuring Alarm Settings
Procedure
Field
Catalog
Alarm Name
Step 1
From any Datastore Control Center web page, click the Alarm Configuration hyperlink.
The Alarm Configuration page appears for that datastore component. The following fields are displayed on the Alarm Definitions web page.
Description
Catalog of alarm message names.
Alarm message name for which you want to locate a stored alarm file.
Step 2
Perform one of the following actions.
•
•
To activate logging for a server, select the Logging checkbox next to its node
ID.
To deactivate logging for a server, deselect the Logging checkbox next to its node ID.
Caution
You should activate logging only for the purpose of debugging and remember to
deactivate logging once the debugging session is complete. When Logging is activated, debug logs are be written to \wfavvid\log\ReplLogs, SQL Server logs, and the NT Event viewer.
Step 3
Click Update.
Related Topics
Configuring Trace Settings, page 12-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
12-15
Chapter 12 Managing the Cisco Unified CCX Datastores
Starting, Stopping, and Restarting Datastores
Starting, Stopping, and Restarting Datastores
Caution
Shutting down one datastore shuts down all datastores on that same node!
All the datastores on a single node share the same SQL Server. When you stop one
SQL Server of a datastore on a node, all the other datastores on the same node will stop automatically
When SQL Services are shutdown, data will not be read, written or replicated because these services are managed by the Node Manager.
12-16
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
13
Managing Cisco Unified CCX
Historical Reporting
The following sections describe how to manage the Cisco Unified CCX Historical
Datastore to accommodate historical reporting.
•
About the Cisco Unified CCX Historical Datastore, page 13-2
•
•
•
•
•
Historical Reporting Configuration, page 13-2
Purging Historical Data, page 13-4
Database Details for Multichannel Reports, page 13-11
Truncating db_cra Database Transaction Log Files, page 13-13
Importing Historical Data from Data Files, page 13-15
Cisco Unified CCX Administration Guide, Release 7.0(1)
13-1
Chapter 13 Managing Cisco Unified CCX Historical Reporting
About the Cisco Unified CCX Historical Datastore
About the Cisco Unified CCX Historical Datastore
In a Cisco Unified CCX Cluster, there can be one or more Historical datastores.
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
The Historical datastore can be:
•
Co-located on a Cisco Unified CCX Server with the Cisco Unified CCX
Engine.
•
Located on Cisco Unified CCX Server without the Cisco Unified CCX
Engine, (that is, a remote database Server.)
Note
For more information about the Historical datastore, see
Chapter 12, “Managing the Cisco Unified CCX Datastores.”
Historical Reporting Configuration
Note
Verify that the Number of HR Session Licenses field is updated to reflect the licensed value. This value cannot be greater than the number of licensed Unified CCX seats. The default value is 0 for Unified CCX
(Standard, Enhanced, and Premium), and 5 for Unified IP IVR (see
Managing System Parameters, page 11-23 ).
13-2
Caution
If this value remains at 0 (default), you may encounter a licensing error and you cannot login to the Historical Reporting Client.
The Cisco Unified CCX Historical Reporting subsystem provides you with a way to set up and manage the purging of the Historical Reporting databases.
Setting up Cisco Unified CCX for Historical Reporting consists of three tasks:
1.
Configuring Database Server Limits, page 13-3
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 13 Managing Cisco Unified CCX Historical Reporting
Historical Reporting Configuration
2.
3.
4.
Specifying Users for Historical Reporting, page 13-4
Configuring Automatic Purging, page 13-5
Verifying the Migration Status, page 13-10
Configuring Database Server Limits
To limit the performance impact of historical reporting on a particular Cisco
Unified CCX server, you can configure a maximum number of client/scheduler database connections per server.
To do so, complete the following steps:
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Tools >
Historical Reporting.
Note
The Historical Reporting configuration web page opens, displaying a list of
Historical Datastore components in your cluster. The Database Server
Configuration area automatically opens in the Historical Reporting Configuration web page when you first choose the Historical Reporting menu option from the
Tools menu.
The following fields are displayed in the Database Server Configuration area of the Historical Reporting Configuration web page.
Field
Server Name
Maximum DB Connections for
Report Clients Sessions
Description
The host name or IP Address of the database server.
The maximum number of client and scheduler connections that can access the Historical Reports Database server.
There is a limit of 5 instances of Historical Reporting Client and
Scheduler based on the load that can be run on each server. The historical report client issues an error if you exceed this limit.
Cisco Unified CCX Administration Guide, Release 7.0(1)
13-3
Chapter 13 Managing Cisco Unified CCX Historical Reporting
Purging Historical Data
Step 2
Step 3
Enter a value in the Maximum DB Connections for Report Client Sessions field next to a Server Name.
Click Update.
The configuration changes take effect.
Specifying Users for Historical Reporting
Effective Cisco Unified CCX 5.0, you can configure historical reporting users
using the Tools > User Management page (see Historical Report User Privileges, page 17-4 ).
Purging Historical Data
As the Cisco Unified CCX Engine runs, it collects information about the status and performance of the Cisco Unified CCX system. Historical information is stored in a database that can then be accessed to provide reports (see the Cisco
Unified CCX Historical Reports User Guide for more information about Cisco
Unified CCX Historical Reports).
When the database approaches its maximum size, some or all of the data in it must be removed. Removing data from a database is called purging.
When the system purges data, it removes data from the db_cra database. It determines what information to purge based on the number of months you specify and on the current date. For example, if you instruct the system to purge data older than 12 months, a purge on January 15 will purge data older than January 15 of the previous year.
Note
When you purge data, you permanently delete it. If you want to keep data that will be purged, back up the database.
Cisco Unified CCX Administration provides the following features for purging historical reports from the database:
13-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 13 Managing Cisco Unified CCX Historical Reporting
Purging Historical Data
•
•
•
•
Daily comparison of the size of the database to a user-specified maximum size
User-specified time at which the system purges data
Automatic purging of the database when it exceeds the user-specified maximum sizes
Automatic purging of the database based on user-specified parameters
Manual purging of the database
•
•
•
Automatic e-mail notification of purging activities
Automatic Simple Network Management Protocol (SNMP) traps and Syslog messages describing purging activities
This section describes:
•
Configuring Automatic Purging, page 13-5
•
Configuring Automatic Purging
The Cisco Unified CCX Engine performs automatic purging each day at a preset time.
Note
SQL Agent Job Scheduler manages purge scheduling.
To help keep your system running most efficiently, schedule automatic purging to run when your system is least busy. By default, daily purges are scheduled to run at 4:00 a.m. (0400), but you can change this time.
The system bases its purging activities on a variety of parameters. You can change the default value for any parameter as needed.
A log file, PurgeProcess.log, stores information about the automatic purging activities that the system performs. The PurgeProcess.log file has a maximum size of 2 MB. When this file reaches its maximum size, the system copies it to a backup file named PurgeProcess.bak. The system maintains one such backup file.
Each time the PurgeProcess.log file reaches 2 MB in size, the system moves that information to the existing backup file, overwriting the information in the existing backup file. This log file is stored on the Cisco Unified CCX server in the <Cisco
Cisco Unified CCX Administration Guide, Release 7.0(1)
13-5
Chapter 13 Managing Cisco Unified CCX Historical Reporting
Purging Historical Data
Unified CCXinstallationDirectory>\wfavvid\log\Purge_Sch directory. (By default, the system installs in the Program Files directory.) You can view this log file by opening the file in a text editor.
This section contains the following procedures:
•
Setting the Daily Purge Schedule, page 13-6
•
Configuring Purge Schedule Configuration Parameters, page 13-7
Setting the Daily Purge Schedule
You can change the time of day that the system assesses the need to purge data and the age of data to purge.
To set the purge schedule, complete the following steps.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Tools >
Historical Reporting.
The Historical Reporting Configuration web page opens, displaying the Database
Server Configuration area.
Click the Purge Schedule Configuration hyperlink on the Historical Reporting
Configuration navigation bar.
The Purge Schedule Configuration area opens. The following fields are displayed in the Purge Schedule Configuration area.
Field
Daily purge at
Purge data older than N months
Description
Time of day for the daily purge.
Number of months data can persist before being purged.
Step 3
Step 4
From the drop-down list in the Daily purge at field, choose a time of day at which the system determines if purging is necessary.
From the drop-down list in the Purge data older than N months field, choose the required number of months.
If the system determines that purging is necessary, it will purge both databases of data that is older than the number of months specified in this field.
Cisco Unified CCX Administration Guide, Release 7.0(1)
13-6
Chapter 13 Managing Cisco Unified CCX Historical Reporting
Step 5
Purging Historical Data
Click Update.
The new purge schedule configuration is added to the Cisco Unified CCX system.
Configuring Purge Schedule Configuration Parameters
When data is purged, the Cisco Unified CCX system sends one of the following messages, depending on the activity that occurs:
•
•
Database purged—Announces a purge has taken place, and includes an explanation of the purging activity.
Database approaching maximum size—Sends an alert that the database is approaching its maximum size.
The system can send notifications through the following three methods:
•
•
•
Syslog (system log)
SNMP traps
For e-mail notification, the eMail subsystem must be configured on the Cisco
Unified CCX server. For information about configuring the eMail subsystem, see the
“Provisioning the eMail Subsystem” section on page 8-20 .
For Syslog and SNMP trap notification, the Cisco Unified CCX Alarm service must be running, and Syslog and SNMP must be properly configured. For more information about Cisco Unified CCX Alarm service, Syslog, and SNMP, see the
Cisco Unified CCX Servicing and Troubleshooting Guide.
To set purge schedule configuration parameters, complete the following steps.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Tools >
Historical Reporting.
The Historical Reporting Configuration web page opens.
Click the Purge Schedule Configuration hyperlink on the Historical Reporting
Configuration navigation bar.
Cisco Unified CCX Administration Guide, Release 7.0(1)
13-7
Chapter 13 Managing Cisco Unified CCX Historical Reporting
Purging Historical Data
The Purge Schedule Configuration area opens. The following fields are displayed in the Purge Schedule Configuration area.
Field
Send email notifications to when database exceeds N% of
<database max size > MB
Description
Email address(es) where notification is sent.
Percentage of the maximum database size at which notification is sent.
Where <database max size> can be one of the following based on your database edition:
Initiate automatic purge when database exceeds N% of <database max size >
MB
•
•
MSDE = 2048 MB
SQL server = 10240 MB
Percentage of the maximum database size at which an automatic purge is initiated.
Where <database max size> can be one of the following based on your database edition:
•
•
MSDE = 2048 MB
SQL server = 10240 MB
Auto purge data for the oldest N Days Age of data to be purged.
Step 3
Step 4
Step 5
Step 6
Step 7
In the Send email notifications to field, enter the e-mail address for notifications.
From the drop-down list in the Purge data when database size exceeds N% of 2048
MB field, accept the default, or choose another number. The default without redundancy is 70 and the default with redundancy is 55.
From the drop-down list in the Initiate an automatic purge when database size exceeds N% of 2048 MB, accept the default, or choose another number. The default without redundancy is 80 and the default with redundancy is 65.
From the drop-down menu in the Auto purge data for the oldest N days field, accept the default of 7, or choose another number.
Click Update.
The Purge Schedule Configuration area refreshes, and the Cisco Unified CCX system is configured with the new values.
13-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 13 Managing Cisco Unified CCX Historical Reporting
Purging Historical Data
Purging Manually
You can manually purge the databases at any time. This action will not affect the automatic purging schedule.
A MADM directory, stores log files about the manual purge activities that you perform. These log files are stored on the Cisco Unified CCX server in the <Cisco
Unified CCXinstallationDirectory>\wfavvid\log\MADM directory. By default, the system installs in the Program Files directory. You can view this log file by opening the file in a text editor.
In a cluster with more than one database server, when the db_cra database size does not match, the smallest database size will be shown and used for the purging threshold.
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
To manually purge historical data, complete the following steps.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Tools >
Historical Reporting.
The Historical Reporting Configuration web page opens.
Click the Purge Now hyperlink on the Historical Reporting Configuration navigation bar.
Note
When you access the Purge Now area, the system displays the percentage of the historical database’s 2048 MB storage space that is currently being used.
Step 3
The Purge Now web page opens. The Purge data older than field is displayed in the Purge Now area of the Historical Reporting Configuration web page. You can specify this field in months and/or days.
From the drop-down list in the Purge data older than N days field, keep the default
(15 days) or specify the required number of days.
Cisco Unified CCX Administration Guide, Release 7.0(1)
13-9
Chapter 13 Managing Cisco Unified CCX Historical Reporting
Purging Historical Data
Step 4
Step 5
If the system determines that purging is necessary, it will purge both databases of data that is older than the number of days specified in this field.
From the drop-down list in the Purge data older than N months field, keep the default (13 months) or specify the required number of months.
If the system determines that purging is necessary, it will purge both databases of data that is older than the number of months specified in this field.
Click Purge Now.
The databases are purged, and the Purge Now area refreshes.
Verifying the Migration Status
You can verify the status of a migration from one release to another using the
Migration Status option.
To verify the migration status from one release to another, complete the following steps.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Tools >
Historical Reporting.
The Historical Reporting Configuration web page opens, displaying the Database
Server Configuration area.
Click the Migration Status hyperlink on the Historical Reporting Configuration navigation bar.
The Migration Status pane opens to display the columns described in the following table.
Note
If the migration process is not possible (for example from Cisco Unified CCX 5.0 to a non-existent release), then a corresponding message is displayed and the columns remain empty.
13-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 13 Managing Cisco Unified CCX Historical Reporting
Column
Source Version
Target Version
Percentage Migrated
Migration Status
Date Completed
Delete
Database Details for Multichannel Reports
Description
The version from which you migrated.
The version to which you migrated.
The status of the migration at the point when you viewed this page.
Information on whether the migration completed.
The date when the migration was performed.
Deletes the selected migration status entry. This option is enabled when the migration process is a 100% complete.
Database Details for Multichannel Reports
Note
The multichannel reports feature requires a Unified CCX Premium license along with a Multichannel license. After loading the Multichannel license in the Cisco
Unified CCX Administration application, you must restart the Unified
EIM/Unified WIM services as the license is not detected automatically.
Multichannel reports are specific to Cisco Unified E-Mail Interaction Manager
(Unified EIM) and Cisco Unified Web Interaction Manager (Unified WIM). These products use the MS SQL 2000 database (installed in a mixed mode authentication). To generate combined historical reports, Cisco Unified CCX requires access details for the Unified EIM/Unified WIM database (host name or
IP address of the server, database name, database user, and database password).
Unified EIM increases agent productivity through a powerful, visual workflow designer that helps create the e-mail handling process. Using the required service level agreement (SLA) triggers, you can automate email routing and monitoring.
This e-mail collaboration provides full HTML support for both inbound and
Cisco Unified CCX Administration Guide, Release 7.0(1)
13-11
Chapter 13 Managing Cisco Unified CCX Historical Reporting
Database Details for Multichannel Reports
outbound communications, the ability to attach larger files from the agent desktop is supported, and powerful content-parsing capabilities in the product enable auto-suggestions from the knowledge base.
Unified WIM ensures that your online customers are connected easily and seamlessly to the right agent every time. It also provides powerful file-sharing capabilities which allows agents to easily share files residing on their desktop.
Advanced co-browsing capabilities allow agents and the customers to fill out forms together, field by field, even highlighting specific areas of a form or Web page for additional clarity.
Multichannel License Requirements
Effective Cisco Unified CCX Release 5.0, multichannel reports are available in the Unified CM version of the Unified CCX product. This addition requires the
Multichannel license along with the Unified Premium license.
See
for detailed information.
Configuring the Database Access Details
Tip
Be sure to update the database access details if the corresponding configuration on the Unified EIM/Unified WIM database server was changed.
The multichannel database configuration is backed-up and restored with each upgrade.
To configure the database access details for a Unified EIM or a Unified WIM database, complete the following steps.
Procedure
Step 1
From the Cisco Unified CCX Administration menu bar, choose Tools >
Historical Reporting.
The Historical Reporting Configuration web page opens, displaying the Database
Server Configuration area.
13-12
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 13 Managing Cisco Unified CCX Historical Reporting
Step 2
Truncating db_cra Database Transaction Log Files
Click the Unified WIM/ Unified EIM Database Configuration hyperlink located in the left pane.
The Unified WIM/Unified EIM Database Configuration web page opens. The following fields are displayed in the configuration area.
Field
Host Name
Database Name
Database User
Database Password
Description
The IP address or host name of the Unified EIM or Unified WIM database server.
The database name of the Unified EIM or Unified WIM server.
The user name of the Unified EIM or Unified WIM database server.
The encrypted form of the Unified EIM or Unified WIM user password.
Caution
If the database for the Unified EIM/Unified WIM product is not functioning as designed, the corresponding multichannel reports may display an SQL error condition. In this case, be sure to verify that the Unified EIM/Unified WIM database is in service and that the Cisco Unified CCX network connection to the database is active.
Step 3
Click Update.
The information is updated in the Cisco Unified CCX database using the configuration objects.
Truncating db_cra Database Transaction Log Files
The db_cra_log.ldf database transaction log file can become very large. This log file is stored in the <Cisco Unified CCXSQLServerInstallationDirectory>\Data directory (for example, c:\Program FIles\Microsoft SQL Server\MSSQL$Cisco
Unified CCXSQL\Data) on any Cisco Unified CCX Server with an Historical
Datastore component.
Cisco Unified CCX Administration Guide, Release 7.0(1)
13-13
Chapter 13 Managing Cisco Unified CCX Historical Reporting
Truncating db_cra Database Transaction Log Files
The Cisco Unified CCX runTruncateHistDBLogs command line tool can truncate this file to a size that you specify. You can run this command from a
Microsoft Windows command window.
Table 13-1
Parameter
“db_cra”
“tempdb”
size
Note
The runTruncateHistDBLogs command can spend up to 5 minutes per database log file performing the truncation. If you are substantially truncating a log file, this time limit may not allow the command to truncate the log file to the size that you specified. In this case, rerun the runTruncateHistDBLogs command to truncate the log files to the desired size.
To ensure that the truncated log files are updated with current information, perform a complete backup of the Cisco Unified CCX databases and log files after executing the runTruncateHistDBLogs command.
The syntax for the runTruncateHistDBLogs command is:
runTruncateHistDBLogs {“db_cra” | “tempdb”} size
The table that follows lists the options and parameters for the runTruncateHistDBLogs command.
Parameters for runTruncateHistDBLogs command
Description
Truncates the db_cra_log.ldf database transaction log file.
Truncates the tempdb.ldf database transaction log file.
Size in MB to which the file or files will be truncated.
Note
For the ldb_cra_log.ldf file, specify a size value no less than one-fourth the size of the ldb_cra.mdf database.
For example, the following command truncates the db_cra_log.ldf database transaction log file to 250 MB:
runTruncateHistDBLogs “db_cra” 250
13-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 13 Managing Cisco Unified CCX Historical Reporting
Importing Historical Data from Data Files
Table 13-2
Importing Historical Data from Data Files
If the database on the Cisco Unified CCX server is down, historical records are cached to be written to the database. If the number of records exceeds the cache maximum, the additional records are written to files stored in the
wfaavid\SQLdata directory. These data files are also generated if the historical record queue is exceeded when the database on the Expansion server and Cisco
Unified CCX server are down.
You can import the data from these files into the historical database by running the osql command for all data files in the wfavvid\SQLData directory.
The syntax for the osql command is:
osql -E -S <server>\Cisco Unified CCXSQL -i <datafilename>
The table that follows lists the options and parameters for the osql command on the Cisco Unified CCX server.
Options and Parameters for osql command
Option or Parameter
-E
-S server/Cisco
Unified CCXSQL
Description
-E – Use entrusted source
-S – Server
server/Cisco Unified CCXSQL – Name of your server, appended by ID for
Cisco Unified CCX SQL
i datafilename
Note
-i – (Small “i”) Input file, with name of the file to be imported to database.
Cisco Unified CCX supports a limited set of databases via ODBC and does not allow connection to a flat file using an ODBC connection.
Example:
If the server name is Cisco Unified CCXDBServer_1 and the file name is
SampleFile.data, the command is:
osql -E -S Cisco Unified CCXDBServer_1/Cisco Unified CCXSQL -i
SampleFile.data
Cisco Unified CCX Administration Guide, Release 7.0(1)
13-15
Importing Historical Data from Data Files
Chapter 13 Managing Cisco Unified CCX Historical Reporting
13-16
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
14
Configuring Cisco Unified CCX
Outbound Preview Dialer
Effective Cisco Unified CCX Release 7.0, the Cisco Unified CCX Outbound
Preview Dialer (Outbound) feature, available in the Unified CM version of the
Unified CCX product, is bundled along with the Unified CCX Premium licence package. When you upload the Premium license, the Outbound subsystem will appear in the Subsystems menu.
Note
You do not need to upload an additional license for Outbound preview dialer feature. The Outbound feature will be automatically available when you have a Premium licence.
With this feature, you can maintain high agent productivity by configuring contact centers for automated Outbound activities and allow agents who are not busy with inbound calls to perform Outbound calls.
Note
The Outbound feature is not available in the following products:
- Unified CCX Standard version
- Unified CCX Enhanced version
- Unified CME version of Unified CCX
- Unified IP IVR
The following sections describe how to configure the Outbound feature.
•
About the Outbound Feature for Unified CCX, page 14-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-1
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
About the Outbound Feature for Unified CCX
•
•
•
•
•
•
•
•
•
•
How Is a Contact’s Local Time Determined?, page 14-7
The Outbound Configuration Checklist, page 14-8
Verifying the RmCm and Outbound Subsystems, page 14-9
Configuring General Outbound Properties, page 14-10
Adding a New Campaign, page 14-21
Importing Contacts for a Campaign, page 14-24
Enabling Campaigns, page 14-26
Setting-up Communications with the Agent’s Desktop, page 14-29
Removing Contacts from the Do Not Call List, page 14-44
About the Outbound Feature for Unified CCX
The Outbound feature provides Outbound dialing functionality in addition to existing Unified CCX inbound capabilities. This feature allows agents who are not busy with inbound calls to handle Outbound calls.
With the Outbound feature, customer calls are placed using the Cisco Unified
Communications by way of the Unified CM for call control.
This section contains the following topics:
•
Outbound Characteristics, page 14-2
•
•
•
Unified CCX Requirements, page 14-3
Outbound Components, page 14-5
Direct Preview Dialing Mode, page 14-6
Outbound Characteristics
The Outbound feature includes the following characteristics:
•
•
•
A Outbound subsystem that can be monitored from the control center.
Direct preview dialing mode
Inbound/Outbound blending
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-2
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
About the Outbound Feature for Unified CCX
•
•
Cisco Unified CCX Administration web pages to configure the Outbound feature.
Outbound historical report templates (see the Cisco Unified CCX Historical
Reports User Guide).
Note
Calls made by the Outbound subsystem will not be displayed in the
Contact Summary Real Time Report.
•
•
•
•
Real-time reports are part of the Cisco Unified CCX Administration GUI real-time reporting applet (see
Chapter 16, “Reporting on Real-Time Cisco
Access to real-time Outbound data from the GetReportingStatistics step.
Cisco Agent Desktop (CAD) allows agents to handle Outbound calls (see the
Cisco Desktop Administrator’s User Guide
).
Sequential dialing
Related Topics:
•
About the Outbound Feature for Unified CCX, page 14-2
•
•
•
Unified CCX Requirements, page 14-3
Outbound Components, page 14-5
Direct Preview Dialing Mode, page 14-6
Unified CCX Requirements
To use the Outbound feature, you must adhere to the following requirements:
•
License requirements:
–
The Unified CCX Premium license package (see
).
Note
Effective Cisco Unified CCX Release 7.0, outbound feature is automatically available with Premium license package without any additional license. It is no longer available with Enhanced license.
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-3
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
About the Outbound Feature for Unified CCX
•
•
•
Unified CCX subsystem requirements:
–
–
The Outbound subsystem must be IN SERVICE (see
RmCm and Outbound Subsystems, page 14-9
).
The RmCm subsystem must be IN SERVICE (see
–
–
The Unified CM Telephony subsystem must be IN SERVICE (see
Provisioning the Unified CM Telephony Subsystem, page 6-5
).
The Configuration Datastore Server (CDS) must be IN SERVICE (
About the Cisco Unified CCX Datastore, page 12-2 ).
–
–
Microsoft Distributed Transaction Coordinator
Microsoft SQL Server
Cisco Security Agent (CSA) usage: If you plan to use CSA, which Cisco highly recommends, you must always use the default directories when installing any software on a server. You need not choose the default disk drive if an option is available (for example, C: or D:), but you must use default directories (see the Installing Cisco Security Agent for Cisco Unified CCX 5.0(x) guide ).
Geographic region support:
–
–
The Outbound feature can be used in any geographic region supported by
Unified CCX. The area codes and time zones mapping for North America are automatically pre-populated in the system. The system uses this information to determine the time zone of a customer’s phone number.
See
Adding Area Codes, page 14-27 .
For regions outside North America, administrators must enter the mapping of the international area codes and their time zones using the
Cisco Unified CCX Administration GUI. See
.
–
The national do_not_call list is not supported in this release. Be sure to
abide by the national do_not_call list. See Removing Contacts from the
Do Not Call List, page 14-44 .
Note
In this guide, the underscore character linking each word differentiates the national do_not_call list from the Outbound subsystem’s Do Not Call list.
14-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
About the Outbound Feature for Unified CCX
Related Topics:
•
About the Outbound Feature for Unified CCX, page 14-2
•
Outbound Characteristics, page 14-2
•
•
Outbound Components, page 14-5
Direct Preview Dialing Mode, page 14-6
Outbound Components
This section provides details about the following Outbound feature components:
•
Cisco Unified CCX Administration: Enables the Outbound subsystem configuration, creates campaigns, and imports contacts to generate the dialing list.
•
Outbound subsystem: Is responsible for the following tasks:
–
Manages campaigns
–
–
Maintains Outbound system configurations
Manages the dialing list
–
–
Reserves agents
Makes Outbound calls
–
–
Updates the call data in the dialing list based on the outcome of the call.
Decides which contact records to retrieve from a campaign
The Outbound subsystem views campaigns as logical entities that group a set of contacts together in a dialing list. Campaigns deliver outgoing calls to agents.
Agents are assigned to campaigns using CSQs.
Related Topics:
•
About the Outbound Feature for Unified CCX, page 14-2
•
•
•
Outbound Characteristics, page 14-2
Unified CCX Requirements, page 14-3
Direct Preview Dialing Mode, page 14-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-5
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
About the Outbound Feature for Unified CCX
Direct Preview Dialing Mode
The Outbound feature supports the direct preview mode in the Unified CCX
Release 7.0(1).
The direct preview dialing mode allows agents to preview a customer call on CAD before the call is placed. The advantage of this mode is that an agent is already on the call when the customer answers and can quickly begin talking with the customer immediately.
The Outbound subsystem presents the agent with a popup window displaying the customer information prior to placing the Outbound call. The agent has the choice of accepting the call or ignoring it. The Outbound subsystem dials the customer only if the agent accepts the call.
If the agent accepts the call in this mode, the Outbound call is initiated from the agent’s phone. Since the call is initiated from the agent’s phone, the agent can hear the customer’s phone ring and also hear other tones, such as a busy signal.
Tip
You must explicitly disable the Call Waiting option on the agent’s phone to successfully use this feature. The Call Waiting option must be disabled (default) in Unified CM on each Outbound agent phone to ensure that every customer call successfully transfers to an available agent.
Related Topics:
•
About the Outbound Feature for Unified CCX, page 14-2
•
Outbound Characteristics, page 14-2
•
•
Unified CCX Requirements, page 14-3
Outbound Components, page 14-5
When an Outbound call is transferred or conferenced to another agent, the second/subsequent agents are not counted towards the number of Outbound licenses. For example, if you have five seats licensed for Outbound and Agent1 gets an Outbound call, Agent1 accepts the call and conferences in Agent2 and
Agent3. Now, three agents are on one Outbound call but only Agent1 is considered an Outbound agent and you are only using one licensed seat.
Consequently, your system allows four more Outbound calls to agents.
14-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
How Is a Contact’s Local Time Determined?
Caution
When Agent A transfers an Outbound call to Agent B, all Outbound option buttons are enabled on Agent B’s desktop. Despite all buttons being enabled,
Agent B must only select the Do Not Call or the callback buttons at this time.
Likewise, after transferring the call to Agent B, Agent A should not attempt to set or change a callback time for that call.
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
•
•
How Is a Contact’s Local Time Determined?, page 14-7
The Outbound Configuration Checklist, page 14-8
How Is a Contact’s Local Time Determined?
The Outbound subsystem use the area code of a contact’s phone number to determine the time zone of the contact’s calling area. The system provides the mapping for North American area codes to their corresponding time zones. The
Area Codes web page allows you to add, modify, and delete any area code to time zone mapping (see
Adding Area Codes, page 14-27 ).
Some area codes extend across multiple time zones. For such area codes, you can edit the default time zone for that area code and specify a different one, if required.
Changes to area codes take affect the next time you import contacts (see
Contacts for a Campaign, page 14-24
). For example, if the time zone of area code
603 is changed from 16 to 17, contacts already present in the system that have an area code of 603 continue to have the GMT Offset of 16. Any contacts with area code 603 that are imported after the area code change have 17 for the GMT Offset.
When Outbound contacts are imported into the database, all contacts are assigned a GMT time zone for the three phone numbers provided. The Outbound subsystem determines this GMT time zone by extracting the area code of each phone number and checking it against the Area Codes table to obtain the corresponding time zone. If the area code cannot be matched, the Outbound subsystem uses the local time zone and Daylight Savings Time (DST) setting of the server. The Outbound subsystem also considers the DST to determine if an Outbound contact can be called at a given time.
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-7
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
The Outbound Configuration Checklist
The Outbound subsystem ensures that the contacts are dialed at valid times. For
Outbound contacts which have been scheduled for callback, the scheduled callback time is converted to the server’s time zone and stored in the
callbackDateTime field in the database.
For pending records, the Outbound subsystem ensures that Outbound contacts are called only within the
Customer Dialing Time Range (hh:mm)
detected by the
MinCustomerDialTime and MaxCustomerDialTime, as per federal regulations.
You can configure this time in the Cisco Unified CCX Administration GUI (see
Configuring General Outbound Properties, page 14-10 ).
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
•
The Outbound Configuration Checklist, page 14-8
•
The Outbound Configuration Checklist
To configure the Outbound subsystem, complete the following tasks after:
Step Task
Step 1 Configure RmCM.
Create CSQs.
For instructions, see
•
•
Configuring the RmCm Provider, page 7-2
.
Assign resources to CSQ.
Step 2 Verify that the RmCm and Outbound subsystems are IN SERVICE.
Configure the general properties of the
Outbound subsystem.
a Configure customer dialing time range as determined by the regulations of the required region b Configure the dialing prefixes for your geographic area.
•
Resource Skill Selection Criteria Within a
Verifying the RmCm and Outbound
Configuring General Outbound Properties, page 14-10
How Is a Contact’s Local Time Determined?, page 14-7
How the Outbound Option Works with Area
14-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Verifying the RmCm and Outbound Subsystems
Step Task
Step 3 c Assign the CSQs and the percentage of each CSQ to be used for Outbound.
Allocating CSQ Agent Pool Percentages, page 14-21
Handling Configuration Updates, page 14-19
Step 4
Step 5
Create campaigns.
Import contacts for each campaign.
To configure CSQs, see
Adding a New Campaign, page 14-21
Importing Contacts for a Campaign, page 14-24
Enabling Campaigns, page 14-26
Step 6 Enable campaigns.
Step 7 If the dialing list contains contacts outside of North America or if Unified CCX is installed outside of North America, manually add the area codes and their corresponding time zones of the regions
Step 8 Enable direct preview in CDA.
Step 9 Setup communication with the agent’s desktop.
Step 10 Agents log in and get ready to receive
Outbound calls (agents must belong to
CSQs assigned to Outbound).
See the
Cisco Desktop Administrator User's
Guide
.
Setting-up Communications with the Agent’s
Agents Receive Outbound Calls, page 14-30
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
Verifying the RmCm and Outbound Subsystems
The Outbound subsystem’s initial state is OUT OF SERVICE. Next, it goes to
INITIALIZING state, at which point it checks the conditions listed below. If all the conditions are met, the state changes to IN SERVICE.
For the Outbound subsystem to be IN SERVICE, the following conditions apply:
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-9
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Configuring General Outbound Properties
•
•
The RmCm subsystem on the same box must also be in service. The RmCm subsystem is considered to be active when you have provisioned the RmCm
Provider and associated agent extensions with the RmCm Provider (see
Configuring the RmCm Provider, page 7-2 ).
The following services (on all boxes) should be up and running:
–
Microsoft Distributed Transaction Coordinator
–
–
Microsoft SQL Server
The Cisco Unified CCX Datastore
For example, if you have a dual node (Node A and B) setup, you have two of the above database services on Node A and two on Node B. All four nodes need to be up and running for the Outbound subsystem to be IN SERVICE.
On the standby service, if all four nodes are up and running and RmCM is in service, then the Outbound subsystem is IN SERVICE.
Tip
During a fail over, it might take a couple of minutes before the Outbound subsystem displays the correct state (IN SERVICE) as the verification cycle needs to complete.
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
•
The Outbound Configuration Checklist, page 14-8
Configuring General Outbound Properties
General Outbound properties refer to the settings information that is common for all the campaigns.
Caution
14-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Configuring General Outbound Properties
To configure general Outbound properties, complete the following steps.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Outbound and click the General hyperlink in the left pane.
The Outbound Configuration web page opens to display the General pane (default view).
Use this web page to specify the following fields in the General Configuration section.
Field
Customer Dialing Time
Range (hh:mm)
Preview Call Timeout
Dialing Prefix
Long Distance Prefix
Include Long Distance
Prefix
International Prefix
Description
The time range during which a customer can be called. This time range supersedes the time range of individual campaigns and ensures that a customer is never called outside the legally allowed time range for that country. For example, in the USA, the Federal Communications
Commission (FCC) specifies the legal time range as 8 AM – 9 PM. This does not apply to callbacks since the customer explicitly requested to be called at a certain time. This time range is always converted to the local time for each contact record.
Default = 8:00 AM - 9:00 PM (USA FCC regulations)
If an agent does not respond to the Outbound preview call on the Cisco
Agent Desktop (CAD) within the timeout duration specified in this field, the system sets the agent to the Not Ready state, similar to the behavior for
Ring No Answer (RNA) for inbound calls.
Default= 60 seconds, Range = 5 to 3600 seconds.
The number to pre-pend to the phone number for dialing outgoing calls
(also referred to as switch prefix). This number can have any numeric value, including 0 or leading zeros.
The number to pre-pend to the phone number for dialing long distance.
This number can have any numeric value, including 0 or leading zeros.
If the Include Long Distance Prefix checkbox is checked, this number is included when dialing.
The number to pre-pend to international phone numbers. This number can have any numeric value, including 0 or leading zeros.
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-11
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Configuring General Outbound Properties
Field Description
Local Area Code The area code of the Unified CCX server location. This number can have any numeric value, including 0 or leading zeros.
Do Not Remove Local
Area Code When Dialing
Available CSQs
Assigned CSQs
If this box is checked, the local area code is included when dialing the phone numbers within this area code. If it is unchecked, then the local area code is stripped from the phone number before dialing the local numbers.
It is expected that when contacts are imported into the system, the phone numbers include the area code. For international phone numbers, the country code must be included when importing contacts.
The Available CSQs pane displays all CSQs configured in the CSQ
Configuration page under the RmCm subsystem configuration.
Assigned CSQs refer to CSQs used by the Outbound subsystem. In order to allocate CSQs for Outbound, select a CSQ from the Assigned CSQ list, and then select a value from the % of Logged in Agents for Outbound drop-down to indicate what percentage of the CSQ is allocated for
Outbound and then click on the “<” icon. At this point, the selected CSQ is removed from the Available CSQs box and shows up in the Assigned CSQs box with the percentage allocation in parenthesis next to the CSQ name.
% of Logged in Agents for Outbound
The % of Logged in Agents for Outbound field indicates the percentage of logged in agents in each of the selected CSQs that are allocated for handling Outbound calls.
Note
The CSQ allocation percentage is defined at the global level and not at a campaign level. For example, if a CSQ has 100 agents and 20% are allocated for Outbound, a pool of 20 agents are shared among the Outbound campaigns. In the Add New Campaign web page, you can specify the CSQs to assign to a campaign.
Step 3
Click Update.
The System Options components are now updated.
14-12
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
•
The Outbound Configuration Checklist, page 14-8
•
Customer Dialing Lists, page 14-13
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Configuring General Outbound Properties
•
•
•
•
Handling Callbacks, page 14-17
How the Outbound Option Works with Area Codes, page 14-19
Handling Configuration Updates, page 14-19
Allocating CSQ Agent Pool Percentages, page 14-21
Customer Dialing Lists
Contact centers purchase or maintain customer dialing lists in files, which can be imported using the Cisco Unified CCX Administration GUI. When the file is imported, the Outbound subsystem generates a dialing list that is then used to dial customers.
A dialing list can be in comma-delimited format, with a maximum of 10240 characters per row.
The following table lists all columns in the dialing list table.
Field Name
recordID dialingListID profileID campaignID createDateTime accountNumber firstName lastName phone01 phone02
Data Type
int int int
Required Description
Yes A unique identifier for the record.
Yes
Yes
Unique identifier for a contact.
Identifier for the Cisco Unified CCX profile that is associated with this record.
int datetime
Yes
Yes nvarchar(25) NO
A unique identifier for the campaign.
The time when the record is created or updated
Account number of contact. From imported file. This field is sent to the agent desktop.
First Name of contact. From imported file.
nvarchar(50) NO nvarchar(50) NO varchar(28) varchar(28)
Yes
NO
Last Name of contact. From imported file.
Primary Phone Number of contact. From imported file.
Additional Number of contact. From imported file.
This number is dialed when agent selects Skip--Next for the preview call.
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-13
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Configuring General Outbound Properties
Field Name
phone03
Data Type
varchar(28) gmtZonePhone01 smallint dstPhone01 dstPhone02 dstPhone03 bit gmtZonePhone02 smallint bit gmtZonePhone03 smallint bit callbackNumber varchar(28) callbackDateTime datetime
Required Description
NO Additional Number of contact. From imported file.
This number is dialed if the attempts to dial first two numbers was unsuccessful.
Yes
Yes
The time zone for this phone number of this contact.
GMT time zones are on a 0-23 scale which begins with
0 at Greenwich, England and increases to the East. For the United States, New York is GMT 19, San Francisco is at GMT 16.
1 - DST is observed at this phone.
Yes
Yes
Yes
Yes
NO
NO
0 - DST is not observed at this phone.
The time zone for this phone number of the contact.
GMT time zones are on a 0-23 scale which begins with
0 at Greenwich, England and increases to the East. For the United States, New York is GMT 19, San Francisco is at GMT 16.
1 - DST is observed at this phone.
0 - DST is not observed at this phone.
The time zone for this phone number of the contact.
GMT time zones are on a 0-23 scale which begins with
0 at Greenwich, England and increases to the East. For the United States, New York is GMT 19, San Francisco is at GMT 16.
1 - DST is observed at this phone.
0 - DST is not observed at this phone.
Phone number to be used for callback - can be supplied by the agent.
This column is used, after a call attempt has been made, to store the time in which this contact is called back. For customer requested callbacks, this time is the requested callback time. For retries due to no answers or busy attempts, this is the time when the system retries this contact. Stored in UTC time.
14-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Configuring General Outbound Properties
Field Name
callStatus
Note
Data Type
smallint
Required Description
Yes The status of the contact record.
1 = Pending: The call is pending.
2 = Active: The record is sent (active) to the Outbound subsystem for dialing
3 = Closed: The record is closed.
4 = Callback: The record is marked for a callback.
5 = Max Calls: Maximum attempts have been reached for this record (considered closed).
6 = Retry: This record is retried since the previous attempt resulted in busy, ans m/c etc. Retry time is set in CallbackDateTime.
7 = Unknown. If the Outbound subsystem was restarted with records in the Active (2) state, they are moved to this state.
When contacts are imported, they will have a default value of 1 in the call status column and 0 in the call result column in the Dialing List table. A call status of 3 and a call result is 0 this means that the contact was closed without being dialed. This happens if the phone01 column is empty for the contact.
Tip
If you import contacts with the same phone01 field as an existing contact, then the existing contact is overwritten by the imported contact in the following fields: accountNumber, firstName, lastName, phone02, phone03 fields. However, other fields like call result, call status are not overwritten. Besides, a new contact will NOT be added to the Dialing List table
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-15
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Configuring General Outbound Properties
Field Name
callResult callResult01 callResult02 callResult03
Data Type
smallint smallint smallint smallint lastNumberDialed smallint
Required Description
NO The call result from the last call placed for this record
1 =(Voice) Customer answered and was connected to agent
2 = Fax machine detected.
3 = Answering machine detected
4 = Number reported as invalid by the network
5 = Customer does not want to be called again.
NO
NO
NO
NO
6 = Number successfully contacted but wrong number
7 = Number successfully contacted but reached the wrong person
8 = Customer requested regular callback
9 = Agent has skipped or rejected a preview call
10 = Agent has skipped or rejected a preview call with the close option
11 = Busy signal detected
12 = Timeout (the agent did not respond in the allotted time to the previous call)
The call result from the last time phone01 was called.
Values same as callResult
The call result from the last time phone02 was called.
Values same as callResult
The call result from the last time phone03 was called.
Values same as callResult
The last number dialed.
1 = phone01
2 = phone02
3 = phone03
14-16
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Field Name
callsMadeToPhon e01
Data Type
smallint callsMadeToPhon e02 smallint callsMadeToPhon e03 smallint privateData active dateInactive image(16) bit datetime
Configuring General Outbound Properties
Required Description
NO The number of call attempts made to phone01. If there was an error in attempting to call this number, the attempt is not counted here.
NO
NO
The number of call attempts made to phone02. If there was an error in attempting to call this number, the attempt is not counted here.
The number of call attempts made to phone03. If there was an error in attempting to call this number, the attempt is not counted here.
NO
YES
Any fields which is used internally only can be stored in this column in a blob
Whether the record is active in the system.
A record becomes inactive if the campaign is deleted from the system.
NO
0 = Inactive
1 = Active
Date this record was deleted.
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
•
The Outbound Configuration Checklist, page 14-8
•
•
•
•
Handling Callbacks, page 14-17
How the Outbound Option Works with Area Codes, page 14-19
Handling Configuration Updates, page 14-19
Allocating CSQ Agent Pool Percentages, page 14-21
Handling Callbacks
A customer can request a callback at a specific callback phone number and also specify the time/date of the callback. The Outbound subsystem stores this information (the callback phone number, date, time) in the dialing list table.
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-17
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Configuring General Outbound Properties
The Outbound subsystem handles the callback as follows:
•
•
Different Time Zones: If the server’s time zone differs from the contact’s time zone, then the customer’s time zone is converted to the server’s time zone and stored in the database.
Agent not Available: When the Outbound subsystem looks up the database for contacts, it first checks the callbacks. The default callback time limit is 15 minutes (can be changed) before and after the customer-specified time. If an agent is available, then the Outbound subsystem places the callback. If an agent is not available, the Outbound subsystem retries agent availability
(agent state) after 10 minutes.
•
Missed Callbacks: If a callback is missed, you have three actions options:
–
Reschedule it to the same time on the next business day
–
–
Mark it as another retry (the callback phone number is removed and the callback date time is ignored). In this case, it moves out of the call back sate and into the retry state.
Close the record (never dialed again).
•
•
The selected status is changed at midnight for calls not retrieved (see
Resetting Contact States at Midnight, page 14-36
).
Agent reclassifications: If calls were retrieved and presented to the agent and if the agent reclassified it (for example, changed it to answering machine status), then the call status is updated to answering machine (see
Reclassification Status Behavior, page 14-39
).
Invalid number: If the number is invalid, the callback continues to be retried until the callback time limit expires or the agent reaches the customer.
Caution
If a callback is presented and the callback number is invalid (or busy), the callback continues to be retried irrespective of the number of retries set (for normal busy/invalid). It will be retried until the callback time limit expires.
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
•
•
The Outbound Configuration Checklist, page 14-8
Customer Dialing Lists, page 14-13
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-18
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Configuring General Outbound Properties
•
•
•
How the Outbound Option Works with Area Codes, page 14-19
Handling Configuration Updates, page 14-19
Allocating CSQ Agent Pool Percentages, page 14-21
How the Outbound Option Works with Area Codes
In the Outbound option, the area code determines the geographical location of the phone number you dial, which correspondingly provides the Greenwich Meridian
Time (GMT) zone. The db_cra database contains a mapping of the area codes to the time zones.
The U.S. area code mappings are provided along with the product. International customers should provide their own data and add it to the database (see
).
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
•
•
•
•
The Outbound Configuration Checklist, page 14-8
Customer Dialing Lists, page 14-13
Handling Callbacks, page 14-17
Handling Configuration Updates, page 14-19
•
Allocating CSQ Agent Pool Percentages, page 14-21
Handling Configuration Updates
Whenever Outbound parameters are modified in the Cisco Unified CCX
Administration GUI, the changes take effect immediately. If a new CSQ is added using the RmCm -> Contact Service Queue menu option, it is instantly displayed in the list of available CSQs in the General configuration page in the
Cisco Unified CCX Administration GUI as this list is dynamically updated. If a
CSQ is modified and if this impacts the allocation of agents, the Outbound subsystem is aware of this change as it refreshes the list of agents in each relevant
CSQ periodically.
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-19
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Configuring General Outbound Properties
•
•
•
•
If a configuration change affects the Outbound contacts dialing process (for example, if a campaign is disabled or a CSQ is removed from a campaign), the Outbound subsystem stops processing the Outbound contacts, recalls these contacts to the database, and resets the call status to Pending.
If a campaign start time is changed, the Outbound subsystem checks if the campaign is enabled. If it is enabled, and if the new start time is after the current time, it performs the following actions:
–
Sends a recallContactsMsg to the Outbound subsystem passing the campaign ID.
–
For all Outbound contacts for this campaign in the Outbound subsystem’s memory, it resets all Outbound contacts to the pending state and clears them from memory.
If the campaign is disabled or if the new start time is before the current time, the Outbound subsystem ignores this change.
If campaign end time is changed, the Outbound subsystem checks if the campaign is enabled. If it is enabled, and if the new end time is before the current time, it performs the following actions:
–
Sends a recallContactsMsg to the Outbound subsystem passing the campaignID.
–
For all the Outbound contacts for this campaign in Outbound subsystem’s memory, it resets all the Outbound contacts to the Pending state and clear them from memory.
If the campaign is disabled or if the new end time is after the current time, the
Outbound subsystem ignores this change.
If a CSQ is deleted from a campaign or if the CSQ itself is deleted, the
Outbound subsystem sends a recallContactsMsg with the csqID of the deleted
CSQ. It also reallocates any Outbound contacts in its memory that are currently allocated to this CSQ among the other existing CSQs for this campaign.
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
•
The Outbound Configuration Checklist, page 14-8
•
•
Customer Dialing Lists, page 14-13
Handling Callbacks, page 14-17
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-20
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Adding a New Campaign
•
•
How the Outbound Option Works with Area Codes, page 14-19
Allocating CSQ Agent Pool Percentages, page 14-21
Allocating CSQ Agent Pool Percentages
You need to specify a percentage of total agents in the assigned CSQs to be allocated for Outbound calls. This pool of agents is shared by all Outbound campaigns.
Tip
The CSQs for Outbound are the same as those CSQs for inbound. If you need more CSQs, you must first configure them in Unified CCX and assign the required
CSQs for agents as required by your configuration before allocating them as specified in this procedure.
•
•
•
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
•
How Is a Contact’s Local Time Determined?, page 14-7
•
•
•
•
The Outbound Configuration Checklist, page 14-8
Configuring General Outbound Properties, page 14-10
Customer Dialing Lists, page 14-13
Handling Callbacks, page 14-17
How the Outbound Option Works with Area Codes, page 14-19
Handling Configuration Updates, page 14-19
Adding a New Campaign, page 14-21
Adding a New Campaign
Use the Campaign component to configure the properties for the campaign, including the campaign name and description, CSQ selection, and the time range when a campaign can call contacts.
To configure the system options component, complete the following steps.
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-21
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Adding a New Campaign
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Outbound and click the Campaigns hyperlink.
The Campaigns Configuration web page opens.
Click the Campaigns link in the left pane.
The Campaign web page opens and displays all the campaigns that have been configured.
Click the Add New Campaign hyperlink located in the right side of this page.
The Area Codes Management web page opens and displays all the campaigns that have been configured.
Use this web page to specify the following fields.
Field
Campaign Name
Enabled
Description
Start Time/End Time
(hh:mm) AM PM
Maximum Attempts to
Dial Contact
Description
Name of the campaign (must be a unique identifier).
Indicates to the Outbound subsystem whether this campaign is currently active.
Default = No.
Description of the campaign.
Indicate the time range during which the campaign runs.
Default = 8:00 AM - 9:00 PM (USA FCC regulations)
The maximum number of times the Outbound subsystem attempts to dial a contact.
Default = 1, Range = 1 to 3
14-22
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Adding a New Campaign
Contact Records Cache
Size
Answering Machine
Retry
Callback Time Limit minutes
Callback Missed
The number of contact records the Outbound subsystem retrieves from the database in bulk for dialing. The allowed values are 1-100. For example, if
50 records are retrieved in bulk for campaign 1 and 10 for campaign 2 and they are running at the same time, the Outbound subsystem attempts to place 50 Outbound calls for campaign 1 and 10 Outbound calls for campaign 2. The number of Outbound calls actually placed for each campaign depends upon the number of agents available for the respective campaigns.
Once all the records retrieved for a campaign have been dialed, the
Outbound subsystem fetches another batch of records for that campaign.
Over a period of time, it is likely that more contacts would have been called from campaign 1 than from campaign 2.
If two campaigns run simultaneously and share CSQs or agents, the records in both campaigns may not be processed at the same rate—even if their contact cache sizes are identical. It is possible that more records from one of these two campaigns is processed before the other.
Default = 20, Range = 1 to 100
If you select Yes, then the Outbound subsystem tries to call the phone number again at a later time if an answering machine was reached the first time. This parameter also applies to calls reclassified as FAX.
Default = No
The duration past the scheduled callback time until which the Outbound subsystem attempts to place a callback. For example, if a callback was scheduled for 9:30 am and if for some reason, the callback could not be placed at that time (for example, agents not available), then the Outbound subsystem tries until 9:45 am to place the callback if the default time limit expires.
Default = 15 minutes, Range = 1 to 60 minutes
Determines the action that to be taken on the contacts that were not called back. The three options for this field are:
•
Reschedule for same time next business day (default)
•
•
Mark it for a retry
Close the record.
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-23
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Importing Contacts for a Campaign
Assigned CSQs
Available CSQs
CSQs from which agents are selected for Outbound calls for this campaign.
CSQs that have been allocated for Outbound and are not yet assigned to this campaign.
Step 5
Click Update.
The System Options components are now updated.
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
•
How Is a Contact’s Local Time Determined?, page 14-7
•
•
•
The Outbound Configuration Checklist, page 14-8
Configuring General Outbound Properties, page 14-10
Importing Contacts for a Campaign, page 14-24
Importing Contacts for a Campaign
Note •
You can only import a total of 10,000 contacts for a campaign at any given time. When some or all of these contacts are processed, you can import additional contacts to add up to a total of 10,000 at any given time.
•
While importing the contacts file for a campaign, use only comma-separated plain text file with .txt extension.
When contacts are imported, the contacts text file is checked for duplicate entries.
If the phone01 value of a contact matches the phone01, phone02, or phone03 values of another contact in the contacts list being imported, then the previous contact is overwritten with the new contact.
Caution
You must verify all the contacts against the national do_not_call list before importing them.
14-24
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Importing Contacts for a Campaign
Note
Tip
Each time contacts are imported, they are appended to the existing list of contacts for the selected campaign. If the new list contains a contact with the same phone01 value as the phone01, phone02, or phone03 value or the same phone02 value as the phone01, phone02, or phone03 value or the same phone03 value as the phone01, phone02, or phone03 value, of an existing contact, the existing contact is overwritten with the new contact information. The call history for the contact (if any) is retained.
To import contacts for a selected campaign, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Outbound and click the Campaign hyperlink.
The Campaign Configuration web page opens.
Click the Campaigns link in the left pane.
The Campaign web page opens and displays all the campaigns that have been configured.
Click the hyperlink for the required campaign under the Name column.
The Campaign Configuration web page opens for the selected web page.
Click Import Contacts.
A popup window opens.
Specify a file name to import the contacts from the fields being imported.
A contact list can contain up to 6 fields: AccountNumber, FirstName, LastName,
Phone1, Phone2, and Phone 3.
Navigate to the directory that contains the imported fields in the same order as they appear in the text file.
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-25
Enabling Campaigns
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
•
How Is a Contact’s Local Time Determined?, page 14-7
•
•
•
•
The Outbound Configuration Checklist, page 14-8
Configuring General Outbound Properties, page 14-10
Adding a New Campaign, page 14-21
Enabling Campaigns, page 14-26
Enabling Campaigns
You must verify that the configured campaigns are active that the start and end times for the enabled campaigns are specified as required.
To verify the state of the required campaign, complete the following steps.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Outbound.
The General Configuration web page opens.
Click the Campaigns link in the left pane.
The Campaign web page opens and displays all the campaigns that have been configured.
Field
Name
Start Time/End Time
(hh:mm) AM PM
Description
Name of the campaign.
Start Time and End Time fields indicate the time range during which the campaign runs.
14-26
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Adding Area Codes
Field Description
Remaining Contacts The Remaining Contacts field indicates the number of contacts that are yet to be dialed for each campaign. In addition to the contacts that have not been dialed, this number also includes contacts that have requested a callback and contacts that will be tried again because of unsuccessful prior attempt(s) (for example, contact was busy or unavailable). A detailed breakdown of the pending contacts is provided in the Printable Reports page for each campaign.
Enabled The Enabled field indicates to the Outbound subsystem whether this campaign is currently active.
Step 3
Verify that the Enabled field is set to TRUE and that the start and end times are specified as required.
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
•
How Is a Contact’s Local Time Determined?, page 14-7
•
•
•
•
The Outbound Configuration Checklist, page 14-8
Configuring General Outbound Properties, page 14-10
Adding a New Campaign, page 14-21
Adding Area Codes
Caution
Area code and long distance prefix configuration changes made to the Outbound subsystem do not take effect for calls/contacts currently in the Outbound subsystem’s memory. For example, if you change the long distance prefix or local area code, the contacts already in the Outbound subsystem’s memory will continue to use the old long distance prefix and local area code.
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-27
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Adding Area Codes
The Outbound subsystem provides all of the mappings from North American area codes to their corresponding time zones at the time of product release. The Area
Codes page allows the administrator to add, modify, and delete any area code to time zone mappings.
Some area codes extend across multiple time zones. For such area codes, an administrator can edit the default time zone for that area code and specify a different one, if required.
The Area Codes Management page allows users to find, add, delete, and modify the mapping of area codes and time zones. The Outbound subsystem uses the area code of a contact’s phone number to determine the time zone of the contact’s calling area. This page can also be used for adding international area codes.
International area codes must include the country code and the city code.
To add an area code, complete the following steps.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Outbound and click the Area Codes hyperlink.
The Area Code Management web page opens.
Click the Add New Area Code hyperlink in the right pane.
The Area Code Management web page refreshes to display the following fields:
14-28
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Setting-up Communications with the Agent’s Desktop
Field
Area Code
Time Zone
Daylight Savings
Observed
Description
A unique identifier for the area code. This number can have any numeric value, including 0 or leading zeros.
The time zone contains a drop-down list of valid time zones in the world.
This radio button toggles between Yes (default) and No.
•
No—If the time zone of this area code observes DST, then the system does not take DST into consideration when calculating the local time of the contact for phone numbers beginnning with this area code.
•
Yes (default)—If the time zone observes DST, then the DST is taken into consideration.
•
•
•
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
How Is a Contact’s Local Time Determined?, page 14-7
The Outbound Configuration Checklist, page 14-8
•
•
•
Configuring General Outbound Properties, page 14-10
Adding a New Campaign, page 14-21
Importing Contacts for a Campaign, page 14-24
Enabling Campaigns, page 14-26
Setting-up Communications with the Agent’s
Desktop
Effective Unified CCX Release 5.0(x), CAD allows agents to handle Outbound calls. The Cisco Agent Desktop and Cisco Supervisor Desktop does not support any new reports.
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-29
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Agents Receive Outbound Calls
To display the additional buttons for the Outbound feature on CAD, the Direct
Preview option must be enabled on Cisco Desktop Administrator (CDA). See the
Cisco Desktop Administrator’s User Guide and the
Cisco Agent User Guide
,
Release 6.4 for Unified CCX, Release 5.0(x).
•
•
•
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
•
•
•
•
How Is a Contact’s Local Time Determined?, page 14-7
The Outbound Configuration Checklist, page 14-8
Configuring General Outbound Properties, page 14-10
Adding a New Campaign, page 14-21
•
Importing Contacts for a Campaign, page 14-24
Enabling Campaigns, page 14-26
Agents Receive Outbound Calls, page 14-30
Agents Receive Outbound Calls
•
•
•
Agents can now log in and get ready to receive Outbound calls. To do so, agents must belong to CSQs assigned to Outbound (see
This section contains the following topics:
•
Agent Allocation and Queuing, page 14-31
•
•
Previewing Customer Information, page 14-32
Exchanging Data with CAD, page 14-34
•
•
•
Call Status Values, page 14-36
Call Result Values, page 14-38
Reclassification Status Behavior, page 14-39
Handling Skip-Next Behavior, page 14-41
Handling Skip/Reject Behavior, page 14-42
Call Retrieval Priority, page 14-43
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-30
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Agents Receive Outbound Calls
•
Handling Failover and System Restarts, page 14-43
•
•
•
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
•
•
•
•
How Is a Contact’s Local Time Determined?, page 14-7
The Outbound Configuration Checklist, page 14-8
Configuring General Outbound Properties, page 14-10
Adding a New Campaign, page 14-21
•
•
Importing Contacts for a Campaign, page 14-24
Enabling Campaigns, page 14-26
Setting-up Communications with the Agent’s Desktop, page 14-29
Removing Contacts from the Do Not Call List, page 14-44
Agent Allocation and Queuing
The Outbound subsystem allocates agents for Outbound calls by pulling a batch of contacts from the db_cra database and assigning a Ready agent to each by reserving the agents for Outbound calls and presenting them with the Outbound calls. Only CAD agents are presented with Outbound calls.
Agents are chosen from the CSQ using the same criteria configured in Cisco
Unified CCX Administration GUI for inbound calls. If an agent accepts an
Outbound call, the Outbound subsystem initiates a call on the agent’s behalf. If the agent rejects the contact, the agent reservation is cancelled and the agent becomes Ready again and may be presented with either an Outbound call or an inbound call. The contact that was rejected is assigned to another agent. If the agent decides to skip the contact, the agent reservation is not cancelled. Instead, the skipped contact gets assigned to another (or same) agent.
The agent’s response such as accept, skip, and reject is saved in the database for each contact presented during a campaign. If the agent does not respond within the timeout configured on the General page of the Outbound subsystem configuration in Cisco Unified CCX Administration GUI, the Outbound subsystem moves the agent to Not Ready state (much like an inbound Not Ready state) and assigns the contact to another agent. The status of the contact (for
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-31
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Agents Receive Outbound Calls
example, the contact can be closed or needs to be dialed again) and the call result
(for example, the contact was reached successfully or contact was not home) is recorded in the database and this data is presented in the real-time and historical reports.
Note
Calls made by the Outbound subsystem will not be displayed in the Contact
The goal of the subsystem is to maximize the number of Outbound calls made without sacrificing the inbound service level of the CSQs involved in the
Outbound campaign. It accomplishes this by only using agents sitting idle in
Ready state, not handling inbound calls. The administrator configures, through
Cisco Unified CCX Administration GUI, the percentage of logged in agents
(CAD + IPPA in ready, work, reserved, or talking state) in a CSQ that are allocated for handling Outbound calls.
Related Topics
•
Previewing Customer Information, page 14-32
•
•
•
•
•
•
•
•
Exchanging Data with CAD, page 14-34
Call Status Values, page 14-36
Call Result Values, page 14-38
Reclassification Status Behavior, page 14-39
Handling Skip-Next Behavior, page 14-41
Handling Skip/Reject Behavior, page 14-42
Call Retrieval Priority, page 14-43
Handling Failover and System Restarts, page 14-43
Previewing Customer Information
Before placing an Outbound call, an available agent is reserved and presented with a preview record on the desktop. This lets the agent preview the contact before deciding on an action. This dialog contains customer information such as name, account number, and phone number.
14-32
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Agents Receive Outbound Calls
The enabled buttons when an agent is in the Reserved state is described in the following table:
Status
Accept
Result of Selecting this Status
Accept the current preview record and initiate the Outbound call to the customer from the agent’s phone.
Reject Reject the current preview record, cancel the agent reservation, and change the agent state to Ready. The agent can now handle either inbound or Outbound calls.
Reject-Close Reject the current preview call and close the record so that contact is not called again for this particular campaign. This cancels the agent reservation and change the agent’s state to Ready so the agent can now handle either inbound or Outbound calls.
Skip
Skip-Close
Skip the current preview record and retain the agent in the reserved state to allow the agent to handle another Outbound contact.
Skip the current preview call and close the record so the contact is not called again for this particular campaign. The agent remains reserved to handle another Outbound contact.
Cancel
Reservation
Cancel the agent reservation and set the agent to the Not Ready state. The record remains open in the database. This state is similar to the Reject state except that the agent is transferred to the Not Ready state instead of the Ready state.
Related Topics
•
Agent Allocation and Queuing, page 14-31
•
•
•
•
•
•
•
•
Exchanging Data with CAD, page 14-34
Call Status Values, page 14-36
Call Result Values, page 14-38
Reclassification Status Behavior, page 14-39
Handling Skip-Next Behavior, page 14-41
Handling Skip/Reject Behavior, page 14-42
Call Retrieval Priority, page 14-43
Handling Failover and System Restarts, page 14-43
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-33
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Agents Receive Outbound Calls
Exchanging Data with CAD
Unified CCX uses predefined Expanded Call Context (ECC) variables to exchange data with CAD for the Outbound option. Unified CCX uses the same
ECC variables that Unified ICME uses for the Outbound option.
These ECC variables are present on CDA. To display them on CAD, they must be added to the called
OODefault
.
The following table lists the pre-defined ECC variables used for the Outbound option:
Caution
Do not use these pre-defined ECC variables in any other context as they are reserved for the Outbound feature.
.
ECC Variable
BAStatus
Description
Required. Contains two characters indicating the mode and direction of the
Outbound option initiated call.
•
The first character identifies the call mode:
–
D = Direct Preview reservation for Unified CCX
–
–
C = Direct Preview call for unified CCX
Z = the Outbound call transferred or conferenced
•
The second character identifies the direction (always ‘O’ = Outbound for
Unified CCX).
So a
BAStatus
of DO would indicate a Direct Preview Reservation for an
Outbound Call, which is always the case for Outbound calls in Unified CCX.
Optional. The name of the Outbound campaign to which the call belongs.
BACampaign
BAAccountNumber Optional. Identifies a customer account number and can be used by CAD to perform a database lookup to obtain additional customer data. This ECC variable displays only if the data was available in the customer import file. Note
The maximum character length of this ECC variable is 30 characters.
14-34
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Agents Receive Outbound Calls
ECC Variable
BAResponse
Description
Optional. Multi-purpose placeholder that sends data from CAD to the
Outbound option. This variable is used when the CAD responds to the server’s agent reservation request (for example, Accept, Reject, Skip, etc.). It is also used to schedule and cancel callbacks and make changes to the callback number.
BADialedListID
BATimeZone
Optional. Unique key identifying a specific customer record.
Optional. The GMT offset, in minutes, for the customer’s time zone and local time.
BABuddyName Optional. Contains the customer’s first and last name separated by a comma, if provided in the contacts list imported for the campaign.
BACustomerNumber Optional. Contains dialed customer phone number.
•
•
•
Related Topics
•
Agent Allocation and Queuing, page 14-31
Previewing Customer Information, page 14-32
Call Status Values, page 14-36
•
•
•
Call Result Values, page 14-38
Reclassification Status Behavior, page 14-39
Handling Skip-Next Behavior, page 14-41
Handling Skip/Reject Behavior, page 14-42
•
•
Call Retrieval Priority, page 14-43
Handling Failover and System Restarts, page 14-43
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-35
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Agents Receive Outbound Calls
Call Status Values
For each contact, the call status and their corresponding values are recorded in the database and described in the following table:
Call Status
Pending
Active
Closed 3
Callback 4
Max Calls 5
Retry 6
1
2
Value (stored in database) Description
The call is pending. This is the initial state for all records.
The record was retrieved by the Outbound subsystem for dialing.
The record is closed (not dialed).
The record is marked for a callback.
Maximum attempts have been reached for this record (considered closed).
Unknown 7
This record is retried since the previous attempt resulted in busy or answering machine status.
If the Outbound subsystem was restarted with records in the Active (2) state, they are moved to this state.
•
•
•
Related Topics
•
Agent Allocation and Queuing, page 14-31
•
•
Previewing Customer Information, page 14-32
Exchanging Data with CAD, page 14-34
•
•
Resetting Contact States at Midnight, page 14-36
Call Result Values, page 14-38
Reclassification Status Behavior, page 14-39
Handling Skip-Next Behavior, page 14-41
•
•
Handling Skip/Reject Behavior, page 14-42
Call Retrieval Priority, page 14-43
Handling Failover and System Restarts, page 14-43
Resetting Contact States at Midnight
The Outbound subsystem performs the following actions at midnight:
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-36
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Agents Receive Outbound Calls
•
•
The DialingListConfig records with a call status of Unknown are reset to
Pending.
Missed callback records (dialingListConfig records that have call status callback and a callBackDateTime smaller than the current time) are updated depending on the missed callback action configured in the Cisco Unified
CCX Administration GUI.
–
MissedCallbackAction: Reschedule (for the same time on the next business day)
–
–
MissedCallbackAction: Retry (sets the call status to Retry and deletes the callBackNumber from the database).
MissedCallbackAction: Close (sets the call status to Closed)
–
Dialing list records with a call status of Closed or Max_Calls are deleted.
Note
Please note that the records marked as closed today will be deleted the next day at midnight. For example, the records closed on 4th June will be deleted on 5th June at midnight.
•
–
Dialing list records with a call result of Do Not Call are not deleted as these records are exported to a text file.
When the Cisco Unified CCX engine goes from offline to online (for example, the standby server becomes active (online) if the active (first) server fails), the dialing list records with a status of Unknown are reset to Pending.
Related Topics
•
Agent Allocation and Queuing, page 14-31
•
•
•
•
•
•
•
•
Previewing Customer Information, page 14-32
Exchanging Data with CAD, page 14-34
Call Status Values, page 14-36
Call Result Values, page 14-38
Reclassification Status Behavior, page 14-39
Handling Skip-Next Behavior, page 14-41
Handling Skip/Reject Behavior, page 14-42
Call Retrieval Priority, page 14-43
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-37
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Agents Receive Outbound Calls
•
Handling Failover and System Restarts, page 14-43
Call Result Values
For each contact, the call result (as marked by the agent on CAD or automatically deleted by the system) and their corresponding values are recorded in the database and described in the following table:
Call Result
Voice
Fax
Answering machine 3
1
2
Value (stored in database) Description
Customer answered and was connected to agent.
Fax machine or modem detected.
Answering machine detected.
Invalid
Do Not Call
4
5
Number reported as invalid by the network.
Customer did not want to be called again.
Wrong Number
Customer Not Home
Callback
Agent Rejected
Agent Closed
6
7
8
9
10
Number successfully contacted but wrong number.
Number successfully contacted but reached the wrong person.
Customer requested callback.
Agent skipped or rejected the preview call.
Busy
Ring No Answer
11
12
Agent skipped or rejected the preview call with the close option (not dialed).
Busy tone detected.
Agent did not respond to the preview call within the time out duration.
Note
You can configure the time out duration using the
Preview Call Timeout field detailed in the
“Configuring General Outbound Properties” section on page 14-10
Related Topics
•
Agent Allocation and Queuing, page 14-31
•
Previewing Customer Information, page 14-32
14-38
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Agents Receive Outbound Calls
•
•
•
•
•
•
•
•
Exchanging Data with CAD, page 14-34
Call Status Values, page 14-36
Call Result Values, page 14-38
Reclassification Status Behavior, page 14-39
Handling Skip-Next Behavior, page 14-41
Handling Skip/Reject Behavior, page 14-42
Call Retrieval Priority, page 14-43
Handling Failover and System Restarts, page 14-43
Reclassification Status Behavior
When the Outbound contacts are imported into the database from the Cisco
Unified CCX Administration GUI, the call status column in the Dialing List table is assigned the default value of 1 (Pending) indicating that these Outbound contacts are yet to be dialed. When the Outbound subsystem retrieves a batch of contacts from the database, the call status is set to 2 (Active). After a call is placed to the Outbound contact, the call status is set to 3 (Closed) and the call result is set to 1 (Voice), as all Outbound calls are classified by the agent desktop as voice by default. If the agent clicks the reclassification button on the agent desktop and reclassifies the call as answering machine/fax/busy/invalid or selects the callback button and schedules a callback, the Outbound subsystem updates the call result field accordingly, and based on the call result, it also updates the call status.
The following table describes the relationship between call status and call result values and the resulting behavior of the system. The values in brackets are the actual values stored in the database.
Call Result
Voice (1)
Fax (2)
Call Status Behavior
Closed (3) This contact is not dialed again.
Retry (6)
Answering machine (3) Retry (6)
This contact is retried, using a different phone number provided for this contact. If alternate phone numbers are not available, the call status is closed.
This contact is retried, with the same phone number as before.
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-39
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Agents Receive Outbound Calls
Call Result
Invalid (4)
Reject or Skip (9)
Reject-Close or
Skip-Close
Busy
Call Status Behavior
Retry (6) This contact is retried, using a different phone number provided for this contact. If alternate phone numbers are not available, the call status is closed.
Do Not Call (5)
Wrong Number (6)
CustomerNotHome (7)
Closed (3) This contact is not dialed again
Retry (6)
Retry (6)
This contact is retried, using a different phone number provided for this contact. If alternate phone numbers are not available, the call status is closed.
Callback (8) Callback (4) This contact is dialed again using the number stored in the callbackNumber column, at the time stored in callbackDateTime column.
Active (No change)
This contact is presented to another agent.
Closed (3) This contact is not dialed again.
Retry (6) This contact is retried, with the same phone number as before.
The call status is set to 3 (Closed) when the Outbound contact is no longer dialed for this campaign. This happens when a call was successfully placed (call result is voice) and also when an agent selects Skip-Closed, Reject-Closed, or Do Not
Call. This also happens automatically if the system reaches the maximum attempts limit for an Outbound contact which means that the system tried dialing the Outbound contact the maximum number of times configured in the Cisco
Unified CCX Administration GUI.
Related Topics
•
Agent Allocation and Queuing, page 14-31
•
•
•
•
Previewing Customer Information, page 14-32
Exchanging Data with CAD, page 14-34
Call Status Values, page 14-36
Call Result Values, page 14-38
•
•
Handling Skip-Next Behavior, page 14-41
Handling Skip/Reject Behavior, page 14-42
14-40
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Agents Receive Outbound Calls
•
•
Call Retrieval Priority, page 14-43
Handling Failover and System Restarts, page 14-43
Handling Skip-Next Behavior
Tip
To ensure that a skip-next selection is handled as designed, be sure to set at least two, if not all three, phone numbers.
When an agent on an Outbound call with a customer selects the skip-next button on CAD, two options (wrong number or not home) are made available to this agent. The behavior for both options is the same, the agent continues to remain on the call with the customer, while the Outbound subsystem updates the phone number to be dialed to the next available number (with up to three phone number possibilities—phone01, phone02m and phone03). If the record is imported with only one phone number and phone02 and phone03 are empty, this record is closed after the agent drops the call. If phone02 is empty, but phone03 is present, thenphone03 is used as the next number to dial.
If the max attempts to dial contact is set to 2 (default), even if the agent selects the skip-next button, the record is closed and the next number is never be dialed.
•
•
•
Related Topics
•
Agent Allocation and Queuing, page 14-31
•
Previewing Customer Information, page 14-32
•
•
Exchanging Data with CAD, page 14-34
Call Status Values, page 14-36
Call Result Values, page 14-38
Reclassification Status Behavior, page 14-39
•
•
Handling Skip/Reject Behavior, page 14-42
Call Retrieval Priority, page 14-43
Handling Failover and System Restarts, page 14-43
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-41
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Agents Receive Outbound Calls
Handling Skip/Reject Behavior
The Outbound subsystem handles an agent’s skip/reject requests as listed below:
•
Skip/reject close request: the contact is always set to Closed.
•
•
Contact is a callback record: the contact goes back in queue so the callback can be retried.
Contact is not a callback: t is set to Pending and is picked up from the database the next time that the Outbound subsystem reads records.
•
•
•
•
•
Contact is recalled (deleted the CSQ to which this contact belonged, or the campaign that this contact belongs to was stopped): then this contact is no longer considered a callback.
Reject: the agent is moved to available or unavailable (depending on configuration) after the reject.
Skip: The Outbound subsystem verified if there is another contact in queue for this agent. If so, the agent remains in the reserved state and receives a new
DialingListConfig. Now, the agent has the option again to accept/reject/skip/… for this new record.
No new record for this agent: this agent is moved to available or unavailable, again depending on the configuration.
No record for this agent: With only one active agent for a CSQ, the Outbound subsystem only requests one contact,. If the agent skips this contact, there is no other contact available.
•
•
•
Related Topics
•
Agent Allocation and Queuing, page 14-31
•
Previewing Customer Information, page 14-32
•
•
Exchanging Data with CAD, page 14-34
Call Status Values, page 14-36
Call Result Values, page 14-38
Reclassification Status Behavior, page 14-39
•
•
Handling Skip-Next Behavior, page 14-41
Call Retrieval Priority, page 14-43
Handling Failover and System Restarts, page 14-43
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-42
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Agents Receive Outbound Calls
Call Retrieval Priority
While retrieving Outbound contacts from the database, records that have scheduled callbacks have priority as the callback time must be adhered. Outbound contacts are retrieved in the following order of priority:
•
Priority 1: Outbound contacts with scheduled callback (call status = 4) and the current time is within the CallbackTimeLimit configured on the
Campaigns page in Abdomen (default value is15 minutes) of the scheduled callback time.
•
•
Priority 2: Outbound contacts in the Pending state (call status = 1).
Priority 3: Outbound contacts in the Retry state (call status = 6).
•
•
•
Related Topics
•
Agent Allocation and Queuing, page 14-31
Previewing Customer Information, page 14-32
Exchanging Data with CAD, page 14-34
•
•
•
Call Status Values, page 14-36
Call Result Values, page 14-38
Reclassification Status Behavior, page 14-39
Handling Skip-Next Behavior, page 14-41
•
•
Handling Skip/Reject Behavior, page 14-42
Handling Failover and System Restarts, page 14-43
Handling Failover and System Restarts
Outbound contacts with an Active call status during a failover indicates that these contacts were retrieved from the database but the system went down either before they could be dialed or after they were dialed but before the call status and call result columns were updated. When the system restarts, the call status for all such
Outbound contacts is changed to 7 (Unknown). All Outbound contacts in the
Unknown state will be reset to the Pending state (should be retrieved for dialing again) at midnight every night.
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-43
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Removing Contacts from the Do Not Call List
If Outbound calls in progress during a failover are not dialed again, when the system comes back up. The call status is set to Closed as soon an Outbound call is placed and these records will not be retrieved for dialing again. However, if the failover happened before the system could update the call status to Closed, these records remain in the Active state and are marked Unknown so they transition to
Pending state after midnight. Once they are in the Pending state, they will be dialed again.
•
•
•
Related Topics
•
Agent Allocation and Queuing, page 14-31
•
•
•
•
Previewing Customer Information, page 14-32
Exchanging Data with CAD, page 14-34
Call Status Values, page 14-36
Call Result Values, page 14-38
•
•
Call Result Values, page 14-38
Reclassification Status Behavior, page 14-39
Handling Skip-Next Behavior, page 14-41
Handling Skip/Reject Behavior, page 14-42
Call Retrieval Priority, page 14-43
Removing Contacts from the Do Not Call List
Note
When an agent reclassifies a call as Do Not Call from CAD, the Outbound subsystem marks it as Do Not Call for the campaign for which this contact was called. To ensure that a contact does not get called again for a subsequent campaign, you must delete the contact from all campaigns to which it belongs.
To delete Do Not Call contacts from all campaigns, follow this procedure.
14-44
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Removing Contacts from the Do Not Call List
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration menu bar, choose Subsystems >
Outbound and click the Campaigns hyperlink.
The Campaign web page opens and displays all the campaigns that have been configured.
In the Campaign Configuration pane, click on the Delete All Contacts button in the right pane.
Caution
Do not click the Delete All Contacts button (or begin this task) during peak work hours at the call center. This database-intensive operation may cause issues if the system is under high load. Instead, disable the campaign, to stop the processing of contacts for that campaign and then during off-peak hours, click the Delete All Contacts button to delete all the records from the database.
Step 3
Note
The Delete All Contacts button first disables the campaign and then removes all contacts associated with this campaign.
A popup window appears to confirm your action.
Click OK in the popup window.
Caution
If you click Cancel at this point, then a contact remains marked as Do Not Call for the campaign that was in progress when the request was made. however, that contact may get called again for a different campaign. A list of all records that have been marked Do Not Call can be obtained manually from the database by running a query on the appropriate table.
If you click OK, the following actions are performed by the Outbound subsystem:
•
•
The campaign is disabled if it is currently enabled.
Any contact with the same phone01, phone02, or phone03 value as the phone01 value of a contact marked Do Not Call is also marked Do Not Call across all campaigns.
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-45
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Removing Contacts from the Do Not Call List
•
•
All contacts marked do not call are exported to a text file
<root dir>:\wfavvid\DoNotCall.txt
. If the file already exists, the new contacts being exported are appended to the file along with a timestamp of when the export was done.
After the Do Not Call contacts are exported to the text file, they are marked inactive in the Dialing List table and are permanently deleted from the database when the database is purged (see
Purging Historical Data, page 13-4 ).
•
•
•
Related Topics
•
About the Outbound Feature for Unified CCX, page 14-2
•
How Is a Contact’s Local Time Determined?, page 14-7
•
•
•
•
The Outbound Configuration Checklist, page 14-8
Verifying the RmCm and Outbound Subsystems, page 14-9
Configuring General Outbound Properties, page 14-10
Adding a New Campaign, page 14-21
•
Importing Contacts for a Campaign, page 14-24
Enabling Campaigns, page 14-26
Setting-up Communications with the Agent’s Desktop, page 14-29
14-46
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
Removing Contacts from the Do Not Call List
Cisco Unified CCX Administration Guide, Release 7.0(1)
14-47
Removing Contacts from the Do Not Call List
Chapter 14 Configuring Cisco Unified CCX Outbound Preview Dialer
14-48
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
15
Backing-up and Restoring Data
Effective Cisco Unified CCX 5.0, the Backup and Restore application for Cisco
Unified CCX is embedded in the Cisco Unified CCX Administrator. You do not need to install it separately in a remote server.
Note
Cisco Unified CCX 5.0 does not support integration with the Disaster Recovery
Framework which is based on the Linux platform.
This section contains the following topics:
•
•
•
•
•
•
About the Backup and Restore Application, page 15-2
Guidelines and Requirements, page 15-2
Tasks to Perform after a Restore, page 15-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
15-1
Chapter 15 Backing-up and Restoring Data
About the Backup and Restore Application
About the Backup and Restore Application
Note
The BARS software which was used in Cisco Unified CCX 4.5 is not supported in Cisco Unified CCX 7.0.
Cisco Unified CCX 7.0 provides a Backup and Restore application that is embedded with the Cisco Unified CCX platform.
The Backup and Restore application performs the following tasks:
•
Saves all settings configured through the Backup and Restore Configuration web page in the Cisco Unified CCX Administration GUI.
•
•
•
Authenticates the credentials that you provide during the backup and restore configuration process.
Creates a trace for each task.
Backs up the Cisco Unified CCX databases and configurations.
•
•
Restores the data that was backed up.
Provides a status of the backup and restore operation on the Cisco Unified
CCX Administration GUI.
Guidelines and Requirements
Be sure to adhere to the following requirements before using the Backup and
Restore application:
•
Perform the backup and restore operation from the Cisco Unified CCX server.
Do not run it from a client desktop.
•
•
•
Verify that the popup blocker is disabled for the internet browser in the supported operating systems.
Backup the original ClusterData folder. To do this, copy the ClusterData folder from the C:\Program Files\wfavvid\ folder and save it on a separate machine.
If you have multiple Network Interface Cards (NICs) configured in your
Cisco Unified CCX server, verify that the same NIC configuration (created during the Cisco Unified CCX installation process) is also maintained during
15-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 15 Backing-up and Restoring Data
Backing-up Data
•
•
the backup and restore operation. Changes made to the NIC configuration after the Cisco Unified CCX installation results in a failed backup and restore process.
While performing a restore operation, verify that your Cisco Unified CCX server(s) maintain the same IP address, host name, and deployment type
(Unified CM or Unified CME) used during the backup phase.
Do not close or refresh the progress window that appears after you initiate the backup and restore operation. Be sure to respond to the messages/warnings/errors that appear in this window. Failure to do so could time out the backup and restore process.
Note
Refer to the Cisco Unified CCX Software and Hardware Compatibility Guide for details on supported internet browser versions, operating systems, and software releases.
Backing-up Data
To backup data, complete the following tasks in the specified order:
Step Task
1
2
Configure the backup storage location.
For instructions, see
Specifying the Backup Storage Location, page 15-4
You can backup Cisco Unified CCX data in one of two ways:
Perform a scheduled backup or
Manually perform a backup.
Configuring the Backup Scheduler, page 15-5
Performing a Backup Now, page 15-8
Related Topics
•
About the Backup and Restore Application, page 15-2
•
•
Guidelines and Requirements, page 15-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
15-3
Backing-up Data
Specifying the Backup Storage Location
Chapter 15 Backing-up and Restoring Data
You must configure the backup storage location before starting a backup.
To specify the backup storage location, complete the following procedure.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration main menu, select Tools > Backup
and Restore.
The Status pane of the Backup and Restore Configuration web page is displayed.
Click the Backup Storage Location link in the left pane.
The Destination Options pane of the Backup and Restore Configuration web page is displayed.
Step 3
Use this web page to specify the following fields:
-
Field Description
Network Directory Toggle this button if you are specifying a directory path to any server in your network. When you toggle this button, you automatically disable the tape device path (even if specified).
Path Name Specify the network directory location in the following format:
\\<server name or IP address>\<required folder>
User Name
Password
Tape Device
Device Name
Verify that the specified folder is a shared folder with write permissions.
Windows administrator for the server specified in the above path.
Windows administrator password for the server specified in the above path.
Toggle this button if you are specifying a directory a local tape device. When you toggle this button, you automatically disable the network directory path
(even if specified).
Lists the available tape device names present in the Cisco Unified CCX cluster.
Step 4
Click the Update button at the top of the page.
The information provided in the Backup Storage Location web page is validated and in case of any discrepancy, the corresponding error message is displayed.
15-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 15 Backing-up and Restoring Data
Backing-up Data
Refer to the Cisco Unified CCX Servicing and Troubleshooting Guide for details on handling error situations.
•
•
•
Related Topics
•
About the Backup and Restore Application, page 15-2
Guidelines and Requirements, page 15-2
Configuring the Backup Scheduler, page 15-5
•
•
•
Disabling the Backup Schedule, page 15-6
Restoring the Default Schedule, page 15-7
Performing a Backup Now, page 15-8
Configuring the Backup Scheduler
In the Cisco Unified CCX Administration GUI, you can configure the Cisco
Unified CCX backup Scheduler to automatically trigger on a designated day and time.
Cisco sets a default backup schedule to ensure that the scheduled backup occurs at the designated time. You can change the schedule at any time, restore the default schedule, and enable/disable the configured schedule.
Note
The Scheduler is disabled by default.
You must enable the Scheduler to ensure that the scheduled backup occurs at the designated time.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration main menu, select Tools > Backup
and Restore.
The Status pane of the Backup and Restore Configuration web page is displayed.
Click the Backup Scheduler link in the left pane.
Cisco Unified CCX Administration Guide, Release 7.0(1)
15-5
Backing-up Data
Chapter 15 Backing-up and Restoring Data
The message “Scheduler Status: Enabled” displays.
•
•
•
Related Topics
•
About the Backup and Restore Application, page 15-2
Guidelines and Requirements, page 15-2
Specifying the Backup Storage Location, page 15-4
•
•
•
Disabling the Backup Schedule, page 15-6
Restoring the Default Schedule, page 15-7
Performing a Backup Now, page 15-8
Disabling the Backup Schedule
When you disable the Scheduler, scheduled backups do not occur.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration main menu, select Tools > Backup
and Restore.
The Status pane of the Backup and Restore Configuration web page is displayed.
Click the Backup Scheduler link in the left pane.
Click Disable Scheduler.
The message Scheduler Status: Disabled displays.
Related Topics
•
About the Backup and Restore Application, page 15-2
•
•
•
Guidelines and Requirements, page 15-2
Specifying the Backup Storage Location, page 15-4
Configuring the Backup Scheduler, page 15-5
15-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 15 Backing-up and Restoring Data
Backing-up Data
•
•
•
Restoring the Default Schedule, page 15-7
Performing a Backup Now, page 15-8
Restoring the Default Schedule
If you want to restore the Backup and Restore application’s default schedule, perform the following procedure:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From the Cisco Unified CCX Administration main menu, select Tools > Backup
and Restore.
The Status pane of the Backup and Restore Configuration web page is displayed.
Click the Backup Scheduler link in the left pane.
Click Restore Defaults.
The default schedule appears in the window.
To ensure that backup runs as scheduled, click Enable Scheduler.
To save the default settings, click Update Schedule.
When you restore the default schedule, all default settings including the frequency and the log settings appear in the Configure Scheduler window. Schedule status—enabled or disabled—does not change.
Related Topics
•
About the Backup and Restore Application, page 15-2
•
Guidelines and Requirements, page 15-2
•
•
•
•
Specifying the Backup Storage Location, page 15-4
Disabling the Backup Schedule, page 15-6
Performing a Backup Now, page 15-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
15-7
Chapter 15 Backing-up and Restoring Data
Backing-up Data
Performing a Backup Now
Caution
The “Backup Now” and “Restore Now” operations cannot be performed from a
remote server/client/desktop. You must perform these operations from the server running the Cisco Unified CCX software.
Tip
If you have a cluster setup (multiple nodes), then perform the backup and restore operation on only one of the nodes in the cluster. You do not need to perform this operation on all the nodes in the cluster.
Procedure
Step 1
Step 2
From the Cisco Unified CCX Administration main menu, select Tools > Backup
and Restore.
The Status pane of the Backup and Restore Configuration web page is displayed.
Click the Backup Now link in the left pane.
The window refreshes to display the backup status and to ensure that you do not close the window until the backup operation is completed.
Caution
During the backup, heed warnings about the amount of temporary space that is available on the staging directory. The staging directory serves as a temporary directory where Backup and Restore application places all files until it builds the single Backupmm-dd-yy#hh-mm.tar file. If you do not have enough temporary space, the backup will fail. Do not run a backup if you receive these warnings.
Always verify that the backup completed successfully.
15-8
Related Topics
•
About the Backup and Restore Application, page 15-2
•
Guidelines and Requirements, page 15-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 15 Backing-up and Restoring Data
•
•
•
•
Specifying the Backup Storage Location, page 15-4
Disabling the Backup Schedule, page 15-6
Restoring the Default Schedule, page 15-7
Backing-up Data
What Is Backed Up?
Cisco Unified CCX 5.0 restores the data backed in Cisco Unified CCX 4.5.
•
•
•
•
•
•
•
•
Clusters, configurations, and applications profile in the data repository
Workflow scripts that are already uploaded in the data repository
The db_cra repository, FCRasSvr database
Unified CCX configuration data (such as open bootstrap and flat files)
Unified CCX recording files
Windows hosts and lmhosts
Unified CM Telephony configuration (jtapi.ini)
User prompts, grammars, and documents under these paths:
–
–
c:\Program Files\wfavvid\Prompts\user c:\Program Files\wfavvid\Grammars\user
–
c:\Program Files\wfavvid\Documents\user
Related Topics
•
About the Backup and Restore Application, page 15-2
•
Guidelines and Requirements, page 15-2
•
•
•
•
•
Specifying the Backup Storage Location, page 15-4
Disabling the Backup Schedule, page 15-6
Restoring the Default Schedule, page 15-7
Performing a Backup Now, page 15-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
15-9
Chapter 15 Backing-up and Restoring Data
Restoring Data
Restoring Data
This section describes how to restore data. It includes the following topics:
•
Understanding How the Restore Process Works, page 15-10
•
Performing a Restore Operation, page 15-11
Understanding How the Restore Process Works
Caution
During the restoration process, services may stop and trigger call-processing interruptions. To minimize the effect of these interruptions on your call processing operations, perform the restore operation during off-peak hours.
The restore process validates if the current system configuration is in sync with the backed up data before it proceeds with restoring the configuration data.
The restore process differs depending on the number of nodes in the cluster:
•
Single-node deployment: When you restore a configuration for a single-node deployment, the cluster data folder is saved in the
C:\BackupClusterData\ClusterData folder. You will not be prompted for the path where the cluster data folder is to be stored.
•
Multiple-node deployment: When you restore a configuration for a multiple-node deployment, you must manually copy the cluster data folder to the required location.
Caution
Before starting the restore, be sure to manually copy the ClusterData folder for both nodes and store it in a folder of your choice.
Tip
If you performed the backup operation on Server A in a multiple node environment, be sure to also perform the restore operation on Server A.
15-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 15 Backing-up and Restoring Data
Restoring Data
The restore process allows you to recover all data that was compressed into the backup file.
Caution
After performing a successful restore operation, if you are prompted to remove the
C:\BackupClusterData
folder, be sure to delete the folder. This folder only serves as a temporary storage space and is generally deleted by the software after a successful restore operation. If the software does not automatically delete this folder for any reason, then you will need to manually delete it. Failure to delete this folder after each restore operation may affect you next restore process.
Related Topics
•
Performing a Restore Operation, page 15-11
•
Tasks to Perform after a Restore, page 15-14
•
Performing a Restore Operation
Tip
Be sure to perform the restore operation using the latest backup tar file.
Caution
Stop and disable the following applications before performing a restore operation:
- all intrusion-detection applications, such as Cisco Security Agent
- virus-protection software
- third party, Cisco-provided/approved applications co-resident on the Cisco
Unified CCX server
Tip
For a multiple-node deployment, copy the original cluster data folder for both nodes BEFORE you begin the restore operation. This will ensure a backup situation should your restore operation fails for any reason.
Cisco Unified CCX Administration Guide, Release 7.0(1)
15-11
Chapter 15 Backing-up and Restoring Data
Restoring Data
Caution
Note
Before you begin a recovery procedure, be sure to verify that the time on both
Cisco Unified CCX engine nodes are synchronized:
- When restore is in progress after a system reimage (disaster/recovery), the NTP service will only be available after it is configured through the Cisco Unified CCX
Administration Setup Wizard. In this case, be sure to manually synchronize each node.
-When restore is in progress on already configured nodes, the servers are automatically synchronized if the NTP service is configured (see
Configuration, page 4-12 ). If NTP is not configured, then you must manually
synchronize each node.
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration main menu, select Tools > Backup
and Restore.
The Status pane of the Backup and Restore Configuration web page is displayed.
Click the Restore Now link in the left pane.
The Location Options pane of the Restore Configuration web page is displayed.
Use this web page to specify the following fields:
15-12
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 15 Backing-up and Restoring Data
Restoring Data
Field Description
Network Directory
Toggle this button if you are specifying a directory path to any server in your network. When you toggle this button, you automatically disable the tape device path (even if specified).
Path Name Specify the network directory location in the following format:
\\<server name or IP address>\<shared folder>\<tar _file name>
Verify that the specified folder is a shared folder with write permissions.
Specify the tar filename. If you do not specify the tar file name, and proceed to click Restore, a message prompts you to do so before proceeding.
User Name
Password
Tape Device
Device Name
Caution
If the tar file is greater than 1GB, be sure to manually copy the tar file to c:\temp\backup.tar
before running the restore process.
Also, use the same path name in this Path Name field (for example,
\\<local host>\c$\temp\backup.tar
).
When you press the Restore button, a Cisco Unified CCX Wizard window appears to complete the restore/upgrade process. However, if the tar file is excessively large and is being extracted over the network, this Cisco Unified
CCX Wizard window may not appear until the tar file is extracted. This delay slows down the restore/upgrade process. You can avoid this delay by copying the tar file as mentioned in the caution above.
Warning Do not restore large tar files over the network. Instead, copy it to a local directory and then begin the restore process.
Windows administrator for the server specified in the above path.
Windows administrator password for the server specified in the above path.
Toggle this button to specify a directory or a local tape device. By toggling this button, you automatically disable the network directory path (even if specified).
Lists the available tape device names present in the Cisco Unified CCX cluster.
Cisco Unified CCX Administration Guide, Release 7.0(1)
15-13
Restoring Data
Chapter 15 Backing-up and Restoring Data
Related Topics
•
Understanding How the Restore Process Works, page 15-10
•
Tasks to Perform after a Restore, page 15-14
•
Tasks to Perform after a Restore
Whenever you run a restore process, perform the following post-restore tasks:
•
•
Verify that no errors occurred during the restore.
Go to the Cisco Unified CCX Administration Control Center webpage and verify that all configured subsystems are in service.
•
Related Topics
•
Understanding How the Restore Process Works, page 15-10
•
•
Performing a Restore Operation, page 15-11
15-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
16
Reporting on Real-Time Cisco Unified
CCX Data
When the Cisco Unified CCX system is configured and functioning, you can run reports to monitor real-time activity using the Cisco Unified CCX Administration web interface.
If you have the Cisco Agent Desktop and Cisco Supervisor Desktop, you also can run real-time reports directly from these applications. Cisco Agent Desktop and
Cisco Supervisor Desktop do not use the same calculations or data display methods as those that Cisco Unified CCX real-time reporting uses. Therefore, a report run using Cisco Unified CCX real-time reporting and a report run using
Cisco Supervisor Desktop may not display the same information for a given statistic. To avoid confusion, it might help to make one of these tools your standard reporting tool.
You must be logged into the Cisco Unified CCX Administration web interface to run Cisco Unified CCX real-time reports.
Caution
Administration web pages for RmCm configuration, Real Time
Reporting, Cisco Agent/Supervisor Desktop, and Historical Reports.
The following sections provide more information about real-time Cisco Unified
CCX data.
•
Available Cisco Unified CCX Real-time Reports, page 16-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-1
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
Available Cisco Unified CCX Real-time Reports
•
•
•
•
•
•
•
•
•
Opening Real-time Reporting, page 16-3
Viewing Detailed Subreports, page 16-5
Resetting Report Statistics, page 16-6
Clearing Stuck Calls, page 16-7
Setting Report Options, page 16-7
Setting Report Appearance, page 16-8
The Application Reporting User Interface, page 16-8
Available Cisco Unified CCX Real-time Reports
Cisco Unified CCX real-time reporting provides up to 12 reports that you can use to monitor Cisco Unified CCX system activity. The following table briefly describes each of these reports.
Report
Application Tasks
Description
Provides information about currently active applications.
Application Tasks Summary Provides a summary of specific applications’ activity.
Applications Provides a list of all applications loaded on the Cisco Unified CCX server.
Contacts Summary Provides information for call contacts, e-mail contacts, and HTTP contacts. Also provides the total number of contacts.
Contacts
CSQ Cisco Unified Contact
Center Express Stats
Data source Usage
Engine Tasks
Note
Calls made by the Outbound subsystem will not be displayed in the Contact Summary Real Time Report.
Provides information about currently active contacts.
Provides information about CSQ activity. This report is available only if Unified CCX has been configured.
Provides information about configured data source names (DSNs).
Provides information about currently active Engine tasks.
16-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
Opening Real-time Reporting
Report
Outbound Campaign Cisco
Unified Contact Center
Express Stats
Description
Provides information about real-time Unified CCX information for the
Outbound preview dialer.
Overall Cisco Unified Contact
Center Express Stats
Resource Cisco Unified
Contact Center Express Stats
Sessions
Provides information about Unified CCX resources and calls. This report is available only if Unified CCX has been configured.
Provides information about Unified CCX resources activity.
Provides information on all active sessions.
Related Topic
Opening Real-time Reporting
Real-time reporting is available from the Cisco Unified CCX Administration web interface.
Note
Real-time Reporting requires the Java plug-in. If the Java plug-in is not already installed on the PC on which you are viewing the reports, the Cisco
Unified CCX system will automatically install it when you choose Tools >
Real Time Reporting.
The Application Reporting web page is a stand-alone component of the Cisco
Unified CCX Administration interface. It has its own menu bar, which replaces the Cisco Unified CCX Administration menu bar.
To open real-time reporting, complete the following steps.
Procedure
Step 1
If you are running Real-time Reporting for the first time on this system, log into
Cisco Unified CCX Administration as an Administrator.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-3
Running Reports
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The system prompts you to download the Java plug-in; follow the prompt instructions.
Step 2
Note
After you perform the initial download of the Real-Time Reporting Java plug-in, non-Administrative users can access Real-Time Reporting on this system.
Choose Tools > Real-time Reporting from the Cisco Unified
CCX Administration menu.
The Application Reporting web page opens in a new window. The real-time reporting tool requires a Java plug-in. If the plug-ins is not installed on the machine you are using, the Cisco Unified CCX system prompts you to accept the automatic installation of the plug-in. If you do not accept the installation, you cannot use real-time reporting.
Related Topics
•
The Application Reporting User Interface, page 16-8
.
Running Reports
Open the real-time reporting tool from the Cisco Unified CCX Administration web interface to run reports.
To run a real-time report, complete the following steps.
Procedure
Step 1
Step 2
From the Application Reporting menu bar, choose Reports.
From the Reports menu, choose the report to run.
The report opens in the Application Reporting window.
16-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
Viewing Detailed Subreports
Note
For detailed information about the real-time reports that are available, see
Report Menu” section on page 16-9 .
Viewing Detailed Subreports
You can view more detailed information for selected items in these four reports:
•
•
•
Application Tasks report
Contacts report
Applications report
•
Sessions report
To view detailed subreports, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Run the Application Task, Contacts, Applications, or Sessions report.
Click a line in the report for which you want to view more detailed information.
For example, click an e-mail address in the Contacts report.
From the Application Reporting menu bar, choose Views and click the subreport that you want to run.
You can also open a subreport by right-clicking on the selected item and choosing a subreport.
The subreport opens.
Note
For detailed information about the subreports that are available, see
.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-5
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
Printing Reports
Printing Reports
To facilitate printing, you can open a printable version of a report.
To print a report, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Run a report.
From the Application Reporting menu, select Tools > Open Printable Report.
A printable version of the report opens in a separate window.
Print the report using your browser’s print functionality.
Resetting Report Statistics
The Cisco Unified CCX system automatically resets all statistics each day at midnight. You can reset the accumulated statistics manually at any time. Resetting statistics does not reset active statistics, such as active contacts and active tasks.
To reset report statistics, complete the following steps.
Procedure
Step 1
Step 2
From the Application Reporting menu bar, choose Tools > Reset All Stats.
The Reset Stats dialog box opens for you to confirm the reset.
Click Yes.
Accumulated statistics are reset.
16-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
Clearing Stuck Calls
Clearing Stuck Calls
You may sometimes see a Contact/Call as waiting in Real Time Reports in CSQ
Stats and even though there are available Agents in the queue, the call does not seem to get routed to these Agents. The waiting time for the Queued call accumulates and will not clear even if the user activates “Reset All Stats” option from the Real-time Reporting menu.
To enable clearing such stuck call entries from the system, Cisco Unified CCX system provides the Clear Contact option. This has the ability to clear stuck calls in the system without requiring a restart of the engine.
For information on clearing stuck calls, see
The Clear Contact Menu Option, page 16-32
Setting Report Options
You can set the following reporting options:
•
Refresh interval
•
•
Number of times that the Cisco Unified CCX Administration web interface should attend to reconnect to the Cisco Unified CCX server.
Whether logged off users appear in reports
To set report options, complete the following steps.
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
From the Application Reporting menu bar, choose Settings > Options.
The Options dialog box opens.
From the Polling Interval drop-down menu, choose the refresh rate in seconds.
From the Server Connect Retry Count drop-down menu, choose the number of times that the Cisco Unified CCX Administration web interface should attempt to reconnect to the Cisco Unified CCX server.
From the Show Logged Off Resources drop-down menu, choose whether logged off agents appear in reports.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-7
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
Setting Report Appearance
Step 6
Click Apply to apply the settings.
Setting Report Appearance
You can select from three report appearances:
•
•
Windows, which displays reports in colors based on your Windows settings
Motif, which displays reports in purple and menu items in brown
•
Metal, which displays reports in grey and menu items in black
To set the report appearance, choose Settings from the Application Reporting menu bar and click the appearance that you want.
Note
For more information, see
“The Settings Menu” section on page 16-36 .
The Application Reporting User Interface
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
When you choose Tools > Real-time Reporting from the Cisco Unified
CCX Administration menu, the Application Reporting tool opens a web page in a new window.
The Application Reporting tool menu bar contains the following options:
•
Report—Choose this option to display a list of the available top-level real-time reports (see
).
•
Tools—Choose this option to reset all the statistics and refresh connections
(see
).
16-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
•
•
Settings—Choose this option to set the look and feel of the real-time
Reporting client, set the polling (refresh) interval times, and set the amount of times the server will attempt to reconnect (see
Help—Choose this option to display system information and to access Cisco
Unified CCX online help (
).
The Report Menu
Note
All real-time reports display a Last Updated At field, which indicates the time of the snapshot. All summary reports display both a start time (which indicates when the summary statistics started being collected) and the current time. All real-time reports display a Connected or Not Connected status for each node in the cluster.
The Report menu provides access to a variety of top-level reports. It contains the following menu options:
•
•
•
•
Contacts Summary Real-Time Report, page 16-10
Application Tasks Summary Real-Time Report, page 16-11
•
•
•
•
•
•
Overall Cisco Unified Contact Center Express Stats, page 16-21
•
•
•
CSQ Cisco Unified Contact Center Express Stats, page 16-25
Resource Cisco Unified Contact Center Express Stats, page 16-28
Outbound Campaign Cisco Unified Contact Center Express Stats, page 16-26
Failover Behavior for Unified CCX Stats, page 16-30
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-9
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
Contacts Summary Real-Time Report
Use the Contacts Summary report to view specific contact information for call contacts, e-mail contacts, HTTP contacts, and total number of contacts.
To access the Contacts Summary real-time report, select Reports > Contacts
Summary from the Application Reporting menu bar.
Field
Active
Inbound
Outbound
Connected
Terminated
Note
You display the data on this report as numbers or percentages by clicking the
Display Value/Display % toggle button.
The following fields are displayed on the Contacts Summary report.
Description
Active contacts that are currently running.
Number of inbound contacts since the statistics were last reset.
Number of outbound contacts since the statistics were last reset.
Number of connected contacts since the statistics were last reset.
Provides a total for contacts that are connected to resources (for example, a call connected to an ACD agent).
Number of terminated contacts since the statistics were last reset.
This row reports contacts that are ended normally by the application (for example, a caller hangs up and the application terminates), indicating whether the contact was terminated:
•
•
Note
Locally—On the local server.
Remotely—On a remote server in the cluster.
Use the + toggle button to access these statistics.
16-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
Field
Rejected
Aborted
Handled
Abandoned
The Application Reporting User Interface
Description
Number of rejected contacts since the statistics were last reset.
This row reports contacts that are not accepted and/or processed (as a result, for example, of insufficient resources or the rejection of the contact based on some customer-defined logic). Indicates the reason code for the reject:
•
•
Channels busy
No channel license
•
Note
No trigger
Use the + toggle button to access these statistics.
Number of aborted contacts since the statistics were last reset.
This row reports contacts improperly ended by a task associated with the application (as when, for example, the system generates an exception or can not invoke the application because of some error in the application) and includes the associated Java exception code.
Note
Java exception codes are dynamic, as they can be generated from a variety of sources.
Note
Use the + toggle button to access these statistics.
Number of handled contacts since the statistics were last reset.
This row reports contacts that are explicitly marked “Handled” by the application
(typically when the application connects the contact to an Unified CCX agent).
Number of abandoned contacts since the statistics were last reset.
This row reports contacts that end without being marked “Handled” by the application.
Application Tasks Summary Real-Time Report
Use the Application Tasks Summary report to displays statistics that summarize the activity of specific applications.
To access the Application Tasks Summary real-time report, select Reports >
Application Tasks Summary from the Application Reporting menu bar.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-11
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
The following fields are displayed on the Application Tasks Summary report.
Field Description
Application Name Names of the applications that are running or have run.
Running
Completed
Currently running applications.
Applications that have stopped running.
Total Number of times an application was invoked since the statistics were last reset.
DTMF VB and AA Application names configured from the Cisco Unified CCX administration.
Status Displays the failover connection status. The possibilities are: Fully connected,
Partially connected, and Not connected. See the following tables for detailed status information for Unified IP IVR and Unified CCX reports.
IVR real-time reports obtain data from both nodes in the cluster.
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
Failover in a two-node cluster is available for Unified IP IVR reports as described in the following table.
Failover Scenario Connection Status Node 1 Status Node 2
Both nodes are up
Node 1 is up
Node 2 is down
Node 1 is down
Node 2 is up
Fully Connected
Partially Connected
Partially Connected
Both nodes are down Not Connected
Node ID current/start-time Node ID current/start-time
Node ID current/start-time Node ID Not Connected
Node ID Not Connected
Node ID Not Connected
Node ID current/start-time
Node ID Not Connected
Unified CCX real-time reports obtain data only from the current master node—failover in a two-node cluster is available as described in the following table.
16-12
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
Failover Scenario
Both nodes are up
Node 1 is master
Node 1 is master
Node 2 is down
Node 1 is down
Node 2 is master
Connection Status
Fully Connected
Fully Connected
Fully Connected
Both nodes are down Not Connected
Node 1 Status Node 2
Node ID current/start-time Node ID Not Connected
Node ID current/start-time Node ID Not Connected
Node ID Not Connected Node ID current/start-time
Node ID Not Connected Node ID Not Connected
Application Tasks
Use the Application Tasks real-time report to view information about currently active applications.
To access the Application Tasks report, select Reports > Application Tasks from the Application Reporting menu bar. The following fields are displayed on the
Application Tasks report.
Field
ID
Node ID
Application
Start Time
Duration
Description
Unique application task ID.
Unique ID for a server in the cluster.
Name of the application.
Time when the application task started.
Length of time that the application has been active.
Note
If this report indicates that an application is running for an unusually long time, there may be a problem with the application. The application’s script may not include error handling that prevents infinite retries if a call is no longer present.
If the application does not receive a disconnect signal after a call, the application repeatedly retries to locate the call, and causes the application to run for an unusually long time. To prevent this problem, include the proper error handling in the application script.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-13
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
Engine Tasks
Field
ID
Parent ID
Node ID
Server IP Address
Script
Start Time
Duration
Use the Engine Tasks real-time report to view information about currently active
Engine tasks.
To access the Engine Tasks report, select Reports > Engine Tasks from the
Application Reporting menu bar.
The following fields are displayed on the Engine Tasks report.
Description
Unique identifier of the engine task.
If the engine task is the main task running the application and the parent ID is empty, its identifier will match the Application Task Identifier.
Unique identifier for the parent of the engine task (if any).
Unique identifier for a server in the cluster.
IP address identifying the server in the cluster.
Name of the script that is running the task (if the task is running a Cisco Unified
CCX script).
Time that the task started.
Length of time the task has been active.
Contacts
Use the Contacts real-time report to view information for all the active contacts for all servers across clusters.
Note
Support for High Availability, remote servers, and expansion servers is only available in multiple-server deployments.
To access the Contacts report, select Reports > Contacts from the Application
Reporting menu bar.
16-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
The following fields are displayed on the Contacts report.
Field
ID
Type
Impl ID
Description
Unique identifier representing a contact.
Type of contact: Unified CM Telephony call, Cisco agent call, or Cisco HTTP Contact.
Unique identifier provided by the particular type of contact. For example, for a call contact, this identifier would represent the Unified CM global call ID.
Node ID Unique identifier for a server in the cluster.
Start Time Time stamp when the contact was created.
Duration
Handled
Length of time that the contact is active.
If True, the contact is handled; if False, the contact is not handled.
Aborting If True, the contact is aborted with a default treatment; if False, the contact is not aborted.
Application Name of the application currently managing the contact.
Task
Session
Unique identifier of the application task that is currently responsible for the contact.
Unique identifier of the session currently managing the contact (if any).
You can access detailed information about specific contacts listed on the Contacts web page by performing one of the following procedures:
•
•
•
Accessing Detailed Call Contact Information, page 16-15
Accessing Detailed E-mail Contact Information, page 16-16
Accessing Detailed HTTP Contact Information, page 16-17
Note
The information displayed is dependent on the type of contact selected.
Depending on the type of call, some fields may not be supported and will appear blank.
Accessing Detailed Call Contact Information
Use the Call Contacts Detailed Info real-time report to view all information related to the call contact.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-15
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
To access the Call Contacts Detailed Info report, right-click a specific call contact record on the Contacts report; information for that specific record displays.
The following fields are displayed on the Call Contacts Detailed Info report.
Field
State
Inbound
Description
Current state of the contact.
If True, this call was received by the Cisco Unified CCX server; if False, this call was placed as an outbound call by an application.
The selected language context of the call.
Language
Application ID
Called Number
Dialed Number
Calling Number
ANI
DNIS
Unique identifier of the associated application.
Called number for this call leg from the perspective of the called party.
Dialed number for this call leg from the perspective of the calling party.
Calling number of the originator of this call.
Automatic number identification.
Dialed number identification service.
CLID
Arrival Type
Caller ID.
Information on how the call contact arrived in the system.
Last Redirected Number Number from which the last call diversion or transfer was invoked.
Original Called Number Originally called number.
Original Dialed Number Originally dialed number.
ANI Digits Automatic Number Identification information indicator digit codes.
CED Entered digits that were gathered by the network before the call was received.
Note
Calls running Unified ICME applications are also reported here.
Accessing Detailed E-mail Contact Information
Use the Email Detailed Info real-time report to view all information related to the e-mail contact.
To access the Email Detailed Info report, right-click a specific e-mail contact record on the Contacts report; information for that specific record displays.
16-16
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
The following fields are displayed on the Email Detailed Info report.
Field
State
Inbound
Language
Application ID
From
To
Subject
Attachments
Description
Current state of the contact.
If True, this e-mail message was received by the Cisco Unified CCX server; if
False, this e-mail was created by an application.
Note
Inbound e-mails are not currently supported.
Selected language context of the e-mail message.
Unique identifier of the associated application.
Sender of this e-mail message.
All the recipients of this e-mail message.
“Subject” field of this e-mail message.
List of all attachments (file names) associated with this e-mail message.
Accessing Detailed HTTP Contact Information
Use the HTTP Detailed Info real-time report to view all information related to the
HTTP contact.
To access the HTTP Detailed Info report, right-click a specific HTTP contact record in the Contacts report; information for that specific record displays.
The following fields are displayed on the HTTP Detailed Info report.
Field
State
Inbound
Language
Application ID
Description
Current state of the contact.
If True, this HTTP request was received by the Cisco Unified CCX server; if
False, this HTTP request was created by an application.
Note
This information will always be reported as True, because the Cisco
Unified CCX server does not currently track outbound HTTP requests in this way.
Language currently associated with the HTTP request.
Unique identifier of the associated application.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-17
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
Field
Authentication Type Name of the authentication scheme used to protect the servlet; for example,
“BASIC” or “SSL.”
Character Encoding
Description
Length, in bytes, of the request body, which is made available by the input stream, or -1 if the length is not known.
Note
This length is the same as the value of the CGI
1
variable
CONTENT_LENGTH.
Content Length MIME type of the body of the request, or null if the type is not known.
Note
This is the same as the value of the CGI variable CONTENT_TYPE.
Content Type
Request Language
Path Info
Protocol
Type of HTTP contact request.
Preferred language for client content (the language that the client accepts for its content), based on the Accept-Language header.
Any extra path information associated with the URL the client sent when the
HTTP request was made.
Name and version of the protocol the request uses in the form:
protocol/majorVersion.minorVersion; for example, HTTP/1.1
Remote Address
Remote Host
Note
This value is the same as the value of the CGI variable
SERVER_PROTOCOL.
IP address of the client that sent the request
Note
This value is the same as the value of the CGI variable
REMOTE_ADDR.
Fully qualified name of the client that sent the request, or the IP address of the client, if the name cannot be determined
Note
Remote User Login of the user making this request, if the user has been authenticated.
Requested Session ID HTTP session ID as specified by the client.
Request URL
This value is the same as the value of the CGI variable
REMOTE_HOST.
Section of the URL of the HTTP request, from the protocol name up to the query string in the first line of the HTTP request.
1.
CGI = Common Gateway Interface
16-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
Applications
Use the Applications real-time report to view all the applications loaded on the server.
To access the Applications report, select Reports > Applications from the
Application Reporting menu bar.
The following fields are displayed on the Applications report.
Field
Name
ID
Type
Description
Enabled
Max. Sessions
Description
Unique name of the currently loaded application.
Application ID.
Type of application that is currently running (for example, a Cisco Script
Application).
Description of the application as entered on the Cisco Unified CCX Administration web site.
If True, the application is enabled; if False, the application is disabled.
Maximum number of simultaneous task instances that can run simultaneously on the Cisco Unified CCX server.
If True, the application is valid; if False, the application is invalid.
1
Valid
1.
An application is valid if it was successfully loaded and initialized from its configuration. At any time, an application can become invalid if it internally fails to be refreshed.
Sessions
Use the Sessions real-time report to view real-time information on all the active sessions.
To access the Sessions report, select Reports > Sessions from the Application
Reporting menu bar.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-19
Field
ID
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
The following fields are displayed on the Sessions report.
Mapping ID
Node ID
Parent
Creation Time
State
Idle Time
Description
Session ID.
Note
This identifier is guaranteed to remain unique for a period of 12 months.
User- or system-defined identifier that maps to this session.
Unique identifier for a server in the cluster.
Sessions that were created as a result of consult calls propagated in the system.
Creation time of the session.
Current state of the session.
Note
When marked IDLE, the session is subject to being “garbage collected” by the system after a specified period of time. In addition, a session is
IN_USE if it still has a contact associated or a child session.
Length of time that the session has been idle.
Datasource Usage
Use the Data Source Usage real-time report to view real-time information on all configured Data Source Names (DSNs).
To access the Data Source Usage report, select Reports > Datasource Usage from the Application Reporting menu bar.
The following fields are displayed on the Data Source Usage report.
Field Description
Data Source Name Name of the data source, as configured through the Cisco Unified
CCX Administration web interface.
Available Connections Number of connections available.
Busy Connections Number of busy connections.
Note
Busy + available = Maximum number of connections configured.
16-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
Field
Checkouts Granted
Checkouts Denied
The Application Reporting User Interface
Description
Number of times the database connections have been used up since the statistics were last reset.
Number of times the Database connections have been denied since the statistics were last reset.
Overall Cisco Unified Contact Center Express Stats
Use the Overall Cisco Unified Contact Center Express Stats real-time report to view real-time Unified CCX resource and call information.
Note
Unified CCX reports contain information for calls that have been queued in one or more CSQs. If a call is not queued (for example, the caller hangs up before being queued), the reports do not display data for that call.
Cisco Unified CCX reports retrieve the following statistics:
•
•
Unified CCX statistics from the current Master node.
Unified IP IVR statistics from all nodes in the cluster.
To access the Overall Unified CCX Stats report, select Reports > Overall Cisco
Unified Contact Center Express Stats from the Application Reporting menu bar.
Note
Outbound durations are updated when the outbound call disconnects and all agents (resources) involved in the call move out of the work and/or talking state.
The following fields are displayed on the Overall Cisco Unified Contact Center
Express Stats report.
Field Description
Resource Information
CSQs Number of CSQs currently configured. If a CSQ is added or removed, this statistic reflects that change.
Logged-in Resources Number of resources currently logged in.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-21
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
Field
Talking Resources
Description
Number of resources currently talking.
Note
This number includes resources in Talking, Work, and Reserved states.
Ready Resources Number of resources currently ready.
Not Ready Resources Number of resources currently not ready.
Call Information — Inbound
Total Contacts Number of total contacts that have arrived since the statistics were last reset.
This includes contacts that are waiting, contacts connected to a resource, and contacts that have disconnected.
Contacts Waiting
If a resource transfers to or conferences with a route point, this value increases.
Number of contacts waiting to be connected to a resource.
Note
A contact is shown as waiting until the call is answered by the agent.
This means that, even if the phone is ringing at the agent, the contact will still show as waiting in RTR.
Number of contacts that have been handled by a resource. Contacts Handled
Oldest Call in Queue Displays the wait time for the oldest contact in the queue.
Contacts Abandoned Number of contacts that have arrived and disconnected before being connected to a resource.
Avg Talk Duration Average duration (in seconds) that resources spend talking on Unified CCX contacts. Talk duration starts when a contact first connects to a resource and ends when the contact disconnects from the last resource to which it was connected.
Avg Wait Duration
Talk duration does not include hold time.
Average wait time (in seconds). It begins when the contact enters the system and ends when the contact stops waiting. Wait duration does not include hold time. The time a contact spends on a CTI port prior to getting queued is included in this report.
Longest Talk Duration Longest talk duration (in seconds) of a contact. Talk duration does not include hold time.
Longest Wait Duration Longest wait (in seconds) for a contact to be connected to a resource. Wait duration does not include hold time.
16-22
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
Field Description
Call Information — Outbound
Active
Preview
Total number of outbound calls currently previewed or connected to agents.
Total number of outbound calls currently previewed but have not been accepted, rejected. or closed by the agents.
Connected
Offered
Accepted
Rejected
Total number of Outbound calls currently connected to agents. When an agent conferences in other agents, the call is counted once towards the total number of connected calls.
Total number of outbound calls offered. A call is considered offered when it is presented to an agent. A contact that is presented to an agent, skipped/rejected by that agent, and then presented to the same agent or to another agent is counted twice towards the number of calls offered. Offered
= Accepted + Rejected + Closed + Timed-out.
Total number of outbound calls accepted. A call is considered accepted if an agent has clicked Accept when presented the call. A call that is presented to an agent, skipped/rejected by that agent, presented to another agent, and then accepted by that other agent is counted once towards the number of calls accepted.
The number of outbound calls that were skipped or rejected by an agent. This means that the agent selected Reject, Skip, or Cancel Reservation. These contacts will be dialed again. If a contact is rejected by multiple agents, this field is increments each time the contact is rejected.
Closed
Timed-Out
The number of Rejected is also incremented each time an agent drops the preview call while it is ringing at the customer’s contact.
The number of outbound contacts that were closed by agents. This means that the agent selected Skip-Close or Reject-close. These contacts will not be dialed again.
Total number of outbound calls that timed out. A call is considered timed out when it is presented to an agent and not accepted, rejected, or closed within the allocated time. These contacts will be dialed again. If a contact timed out multiple agents, this field is incremented each time the contact is timed out for each agent.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-23
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
Field
Invalid Number
Voice
Description
The number of outbound calls that were dialed to an invalid number. This means that the agent accepted the call (by clicking Accept), got connected to the customer, and selected the Invalid Number option from the contact
Reclassification drop down. It also includes the number of outbound calls that failed at the network level.
Note
The agent can manually reclassify the contact as Invalid Number while the customer contact is on the call or when the agent has gone into the Work state after the call.
The number of outbound calls that ended in successful customer contact. This means that an agent accepted the call (by clicking Accept) and selected a classification of Voice (default) or Do Not Call for this contact.
Answering Machine The number of outbound calls that connected to an answering machine for this campaign. This means that the agent accepted the call (by clicking
Accept), got connected to the answering machine and selected the Answering
Machine option from the contact Reclassification drop down.
Note
The agent can manually reclassify the contact as Answering Machine while the customer contact is on the call or when the agent has gone into the Work state after the call.
Requested Callback
Avg Talk Duration
The number of contacts marked for callback. This means that the agent accepted the call (by clicking Accept), got connected to the contact. The contact requested a callback and the agent selected the CallBack option. A call that is accepted by an agent, marked for callback, later presented to and accepted by another agent (at the callback time), and marked for callback again is counted twice towards the number of callback calls.
The average time in HH:MM:SS (hours, minutes, seconds) that agents spend talking on outbound calls. The durations consider all calls that were Agent
Accepted and classified as Voice. If an Outbound call is transferred or conferenced to a route point, this average outbound talk duration does not include the talk time of agents who handle the call after it came through the route point. Instead, the talk time is included in the inbound talk duration.
Longest Talk Duration The longest talk duration of an outbound call in HH:MM:SS (hours, minutes, seconds). The durations consider all calls that were Agent Accepted and classified as Voice.
16-24
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
CSQ Cisco Unified Contact Center Express Stats
Use the CSQ Cisco Unified Contact Center Express Stats real-time report to view real-time information.
Note
Unified CCX reports contain information for calls that have been queued in one or more CSQs. If a call is not queued, the reports do not display data for that call.
Field
Name
Talking/
Ready Resources/
Not Ready Resources/
Logged-In Resources
Total Contacts
Contacts Waiting
To access the CSQ Cisco Unified Contact Center Express Stats report, select
Reports > CSQ Cisco Unified Contact Center Express Stats from the
Application Reporting menu bar.
The following fields are displayed on the CSQ Cisco Unified Contact Center
Express Stats report.
Description
Name of the CSQ.
Number of resources who are in the talking, ready, and not ready states, and the number of resources logged in for this CSQ. Values for the four items are separated by colons. Values are displayed in the same order that the items appear in the column heading.
Note
This number includes resources in Talking, Work, and Reserved states.
Number of total contacts since the statistics were last reset for this CSQ.
Number of contacts waiting to be connected to a resource in this CSQ.
This column also displays how long the oldest contact has been waiting.
Duration of longest currently waiting contact.
Contacts [oldest contact in queue]
Contacts Handled
Contacts Abandoned
Contacts Dequeued
Avg Talk Duration
Number of contacts that have been handled by this CSQ.
Number of contacts that have been abandoned by this CSQ.
Number of contacts that have been dequeued from this CSQ.
Average time (in seconds) agents in this CSQ spent talking to contacts.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-25
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
Field
Avg Wait Duration
Description
Average wait time (in seconds). It begins when the call was queued (when you execute the “Select Resource” step) and ends when the call reaches the agent. Wait duration does not include hold time.The time a contact spends on a CTI port prior to getting queued is not included in this wait time.
Longest Talk Duration Longest time (in seconds) agents in this CSQ spend talking to contacts.
Longest Wait Duration Longest wait (in seconds) for a contact to be connected to a resource.
Outbound Campaign Cisco Unified Contact Center Express Stats
Use the Outbound Campaign Cisco Unified Contact Center Express Stats real-time report to view real-time Unified Contact CCX information for the
Outbound preview dialer.
To access the Outbound Campaign Cisco Unified Contact Center Express Stats report, select Reports > Outbound Campaign Cisco Unified Contact Center
Express Stats from the Application Reporting menu bar.
The following fields are displayed on the Outbound Campaign Cisco Unified
Contact Center Express Stats report.
Field
Campaign
Status
Active
Preview
Connected
Description
The name of the campaign.
The current activation state of the campaign:
•
•
Running: an active campaign
Stopped: an inactive campaign.
Total number of outbound calls currently previewed by or connected to agents for this
Campaign. Active Calls = Previewed + Connected.
Total number of outbound calls currently previewed but have not been accepted, rejected or closed by the agents as part of this campaign.
Total number of Outbound calls currently connected to agents for this campaign.
When an agent conferences in other agents, the call is counted once towards the total number of connected calls.
16-26
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
Field
Offered
Accepted
Rejected
Closed
Timed-Out
Invalid
Number
Voice
The Application Reporting User Interface
Description
Total number of outbound calls offered for this campaign. A call is considered offered when it is presented to an agent as part of this campaign. A contact that is presented to an agent, skipped/rejected by that agent, and then presented to the same agent or to another agent is counted twice towards the number of calls offered. Offered =
Accepted + Rejected + Closed + Timed-out.
Total number of outbound calls accepted for this campaign. A call is considered accepted if an agent has clicked Accept when presented the call. A call that is presented to an agent, skipped/rejected by that agent, presented to another agent, and then accepted by that other agent is counted once towards the number of calls accepted.
The number of outbound calls that were skipped or rejected by an agent as part of this campaign. This means that the agent selected Reject, Skip, or Cancel Reservation.
These contacts will be dialed again. If a contact is rejected by multiple agents, this field is increments each time the contact is rejected.
The number of Rejected is also incremented each time an agent drops the preview call while it is ringing at the customer’s contact.
The number of outbound contacts that were closed by agents as part of this campaign.
This means that the agent selected Skip-Close or Reject-close. These contacts will not be dialed again.
Total number of outbound calls that timed out. A call is considered timed out when it is presented to an agent and not accepted, rejected, or closed within the allocated time.
These contacts will be dialed again. If a contact times out for multiple agents, this field is incremented each time the contact is timed out for each agent.
The number of outbound calls that were dialed to an invalid number for this campaign.
This means that the agent accepted the call (by clicking Accept), got connected to the customer, and selected the “Invalid Number” option from the contact Reclassification drop down. It also includes the number of outbound calls that failed at the network level.
Note
The agent can manually reclassify the contact as Invalid Number while the customer contact is on the call or when the agent has gone into the Work state after the call.
The number of outbound calls that ended in successful customer contact. This means that an agent accepted the call (by clicking Accept) and selected a classification of
Voice or Do Not Call for this contact.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-27
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
Field
Answering
Machine
Requested
Callback
Avg Talk
Duration
Longest Talk
Duration
Description
The number of outbound calls that connected to an answering machine for this campaign. This means that the agent accepted the call (by clicking Accept), got connected to the answering machine and selected the Answering Machine option from the contact Reclassification drop down.
Note
The agent can manually reclassify the contact as Answering Machine while the customer contact is on the call or when the agent has gone into the Work state after the call.
The number of contacts marked for callback for this campaign. This means that the agent accepted the call (by clicking Accept), got connected to the contact. The contact requested a callback and the agent selected the CallBack option. A call that is accepted by an agent, marked for callback, later presented to and accepted by another agent (at the callback time), and marked for callback again is counted twice towards the number of callback calls.
The average time in HH:MM:SS (hours, minutes, seconds) that agents spend talking on outbound calls for this campaign. The durations consider all calls that were Agent
Accepted and classified as Voice. If a call is transferred or conferenced back to the route point, the campaign talk duration does not handle the talk time of agents who handle the call after it came through the route point.
The longest talk duration of an outbound call in HH:MM:SS (hours, minutes, seconds) for this campaign. The durations consider all calls that were Agent Accepted and classified as Voice.
Resource Cisco Unified Contact Center Express Stats
Use the Resource Cisco Unified Contact Center Express Stats real-time report to view real-time Unified Contact CCX resource information.
To access the Resource Cisco Unified Contact Center Express Stats report, select
Reports > Resource Cisco Unified Contact Center Express Stats from the
Application Reporting menu bar.
16-28
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
Outbound Closed
The following fields are displayed on the Resource Cisco Unified Contact Center
Express Stats report.
Field
Name (ID)
State
Duration in State
Contacts Presented
Contacts Handled
Avg Talk Duration
Avg Hold Duration
Description
Unique identifier of the resource.
Current state of the resource.
Length of time (in seconds) the resource has remained in the current state.
Number of contacts that have been connected to this resource.
Number of contacts that have been handled by this resource.
Average time (in seconds) that this resource spends talking to contacts.
Average time (in seconds) that the resource keeps contacts on hold.
Longest Talk Duration Longest time (in seconds) that this resource has spent talking to a contact.
Longest Hold Duration Longest time (in seconds) that this resource has placed a call on hold.
Outbound Offered
Outbound Accepted
Outbound Rejected
Total number of outbound calls offered to this resource. A call is considered offered when it is presented to an agent. A contact that is presented to an agent, skipped/rejected by that agent, and then presented to the same agent or to another agent is counted twice towards the number of calls offered. Offered
= Accepted + Rejected + Closed + Timed-out.
Total number of outbound calls accepted by this resource. A call is considered accepted if an agent has clicked Accept when presented the call. A call that is presented to an agent, skipped/rejected by that agent, presented to another agent, and then accepted by that other agent is counted once towards the number of calls accepted. For transferred or conferenced outbound calls, the call is considered handled by the resource if it is answered by that resource
The number of outbound calls that were skipped or rejected by this agent.
This means that the agent selected Reject, Skip, or Cancel Reservation. These contacts will be dialed again.
The number of Rejected is also incremented each time an agent drops the preview call while it is ringing at the customer’s contact.
The number of outbound contacts that were closed by this agent. This means that the agent selected Skip-Close or Reject-close. These contacts will not be dialed again.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-29
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
Field
Outbound Timed-Out Total number of outbound calls that timed out. A call is considered timed out when it is presented to an agent and not accepted, rejected, or closed within the allocated time. These contacts will be dialed again. If a contact timed out for multiple agents, this field is incremented each time the contact is timed out for each agent.
Outbound Voice
Description
Outbound Avg Talk
Duration
The number of outbound calls that ended in successful customer contact for this resource. This means that the agent accepted the call (by clicking Accept)
and selected a classification of Voice or Do Not Call for this contact.
The average time in HH:MM:SS (hours, minutes, seconds) that agents spend talking on outbound calls. The durations consider all calls that were Agent
Accepted and classified as Voice. This talk duration includes talk time spent by a resource handling an outbound call that was transferred or conferenced to a route point.
Outbound Avg Hold
Duration
Outbound Longest
Talk Duration
The longest time in HH:MM:SS (hours, minutes, seconds) that the Resource has spent holding an outbound call among accepted calls. The durations consider all calls that were Agent Accepted and classified as Voice.
The longest time in HH:MM:SS (hours, minutes, seconds) that an agent has spent talking on an outbound call. The durations consider all calls that were
Agent Accepted and classified as Voice.
Outbound Longest
Hold Duration
The average time in HH:MM:SS (hours, minutes, seconds) that the Resource spend talking the outbound calls among accepted calls. The durations consider all calls that were Agent Accepted and classified as Voice.
Failover Behavior for Unified CCX Stats
All failovers, regardless of whether the Cisco Unified CCX engine is restarted, will cause the Unified CCX stats to reset.
The Unified IP IVR stats do not reset in all cases if the Cisco Unified CCX engine is not restarted on a node. However, the node loses its active server status. The
Unified IP IVR stats on that node will not be reset.
16-30
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
The Tools Menu
The Tools menu gives you access to the following Application Reporting tools:
•
Reset All Stats—Choose this option to reset all statistics.
•
•
Open Printable Report—Choose this option to get a printable report of all currently active contacts in the system.
Refresh Connections—Choose this option to refresh connections with the
Cisco Unified CCX system
•
Clear Contact—Choose this option to clear contacts/calls that have been in stuck in the system for a long time.
This section contains the following topics:
•
•
•
•
The Reset All Statistics Menu Option, page 16-31
The Open Printable Report Menu Option, page 16-31
The Refresh Connections Menu Option, page 16-32
The Clear Contact Menu Option, page 16-32
The Reset All Statistics Menu Option
Use the Reset All Stats option to reset all statistics accumulated since the last time the statistics were reset. It will not reset active statistics, such as active contacts, tasks, and so on.
Note
The Cisco Unified CCX system automatically resets all statistics each day at midnight.
To reset all statistics, select Tools > Reset All Statistics from the Application
Reporting menu bar. The Cisco Unified CCX system resets all statistics.
The Open Printable Report Menu Option
Use the option to get a printable report of all currently active contacts in the system.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-31
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
To get a printable report, select a real-time report from the Report menu option and then Tools > Open Printable Report from the Application Reporting menu bar.
The Refresh Connections Menu Option
To refresh connections with the Cisco Unified CCX system, select Tools >
Refresh Connections from the Application Reporting menu bar. The Cisco
Unified CCX system refreshes all connections.
The Clear Contact Menu Option
You can use the Clear Contact menu option to clear contacts in three scenarios:
Scenario 1 - From the Contacts real-time report
To clear stuck calls/contacts from the Cisco Unified CCX system,
Step 1
Step 2
Step 3
Step 4
Select the contact from Reports > Contacts.
From the Application Reporting menu bar, select Tools > Clear Contact. A Clear
Call dialog box is displayed to warn you. If you want to continue with the clear action, click No. To cancel the action, click Yes.
Click No to proceed with the clear action. A Clear Contact dialog box is displayed for you to confirm the action. You can click Yes to proceed or No to cancel.
Click Yes. The Cisco Unified CCX system removes the contact from all its queues.
Scenario 2 - From the Overall Cisco Unified Contact Center Express Stats real-time report
To clear stuck calls/contacts from the Cisco Unified CCX system,
Step 1
Step 2
Select Reports > Overall Cisco Unified Contact Center Express Stats.
Select the contact from Views > Overall Waiting Contacts Info.
16-32
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
Note
Please note that the Overall Waiting Contacts Info menu option displays only those calls that are queued in CSQs and not Agent Based routing calls.
Step 3
Step 4
From the Application Reporting menu bar, select Tools > Clear Contact. A Clear
Call dialog box is displayed to warn you. If you want to continue with the clear action, click No. To cancel the action, click Yes.
Click No to proceed with the clear action. A Clear Contact dialog box is displayed for you to confirm the action. You can click Yes to proceed or No to cancel.
Click Yes. The Cisco Unified CCX system removes the contact from all its queues.
Scenario 3 - From the CSQ Cisco Unified Contact Center Express Stats real-time report
To clear stuck calls/contacts from the Cisco Unified CCX system,
Step 1
Step 2
Step 3
Step 4
Select Reports > CSQ Cisco Unified Contact Center Express Stats.
Select the contact from Views > CSQ Waiting Contacts Info.
From the Application Reporting menu bar, select Tools > Clear Contact. A Clear
Call dialog box is displayed to warn you. If you want to continue with the clear action, click No. To cancel the action, click Yes.
Click No to proceed with the clear action. A Clear Contact dialog box is displayed for you to confirm the action. You can click Yes to proceed or No to cancel.
Click Yes. The Cisco Unified CCX system removes the contact from all its queues.
The Views Menu
The Views menu allows you to access more detailed information for six reports:
The Application Tasks report, the Contacts report, the Applications report, the
Sessions report, Overall Cisco Unified Contact Center Express Stats report, and the CSQ Cisco Unified Contact Center Express Stats report.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-33
The Application Reporting User Interface
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
Note
For some reports, detailed information is also available by right-clicking a record in that report.
The Views menu contains different options, depending on the report you have chosen. Possible options are:
•
Contacts by Application Task ID—Choose this option to view contacts according to Application Task ID numbers.
•
Engine Tasks by Application Task ID—Choose this option to view Engine tasks according to Application Task ID numbers.
•
•
Detailed Info—Choose this option to view more detailed information on selected reports.
Application Tasks by Application Name—Choose this option to view application tasks by application name.
Contacts by Session ID—Choose this option to view contacts by session ID.
•
•
•
Overall Waiting Contacts Info—Choose this option to view detailed information for the overall waiting contacts. To clear stuck calls in this view, see Scenario 2 in
The Clear Contact Menu Option, page 16-32
CSQ Waiting Contacts Info—Choose this option to view detailed information for the CSQ waiting contacts. To clear stuck calls in this view, see Scenario 3 in
The Clear Contact Menu Option, page 16-32
This section contains the following topics:
•
•
•
•
•
•
Overall Cisco Unified Contact Center Express Stats, page 16-21
CSQ Cisco Unified Contact Center Express Stats, page 16-25
16-34
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
Application Tasks
When you use the Views options with the Application Tasks reports, the Views menu contains the following options:
•
Contacts by Application Task ID, page 16-35
•
Engine Tasks by Application Task ID, page 16-35
Contacts by Application Task ID
This report displays the same report as the Contact report (see the
“Contacts” section on page 16-14
,) with the exception that the Contacts by Application Task
ID report has been filtered using only the contact currently being managed by the selected application task.
Engine Tasks by Application Task ID
This report displays the same report as the Engine Task reports (see the
,) except that the Engine Tasks by Application Task
ID report has been filtered to display only the engine tasks that are associated with the application task.
Contacts
When you use the Views options with the Contacts report, the Views menu contains only the Detailed Info option.
The Detailed Info option provides various detailed information, depending on the type of contact selected. For example, if the contact is a call, the Calling Party number, the Called Number, and so on, are displayed for that particular call.
For more information, please see the
“Accessing Detailed Call Contact
Information” section on page 16-15 .
Applications
When you use the Views options with the Application reports, the Views menu contains only the Application Tasks by Application Name option.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-35
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
The Application Reporting User Interface
The Application Task By Application Name report displays the same report as the
Application Task report (see
Application Tasks, page 16-35 ), except that the
Application Task By Application Name report is filtered using only the active application tasks associated with this application.
Sessions
When you use the Views options with the Session reports, the Views menu contains the following options:
•
Contacts By Session ID, page 16-36
•
Contacts By Session ID
This report displays the same report as the Contact report (see the
“Contacts” section on page 16-14
,) with the exception that the Contacts By Session ID report is filtered using only the contacts associated with the selected session.
Detailed Info
Detailed info displays the time the session was created and its current state.
The Settings Menu
The Settings menu of the Application Reporting menu bar allows you to adjust various settings of the Real Time Reporting tool.
The Settings menu contains the following menu options:
•
•
Options—Choose this option to set the polling (refresh) interval times and to set the amount of times the server will attempt to reconnect.
Window—Choose this option to display reports in colors based on your
Windows settings.
•
•
Motif—Choose this option to display reports in purple and menu items in brown.
Metal—Choose this option to display reports in grey and menu items in black.
16-36
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
This section contains the following topic:
•
The Options Menu Option, page 16-37
The Application Reporting User Interface
The Options Menu Option
Choose Settings > Options to access the Options dialog box. Use the Options dialog box to set the polling (refresh) interval time, set the number of times the server will attempt to reconnect, and specify whether logged of agents appear in reports.
The following fields are displayed in the Options dialog box.
Field Description
Polling Interval Time between two requests to the server for new statistics by the client.
Server Connect Retry Count The number of times that the Cisco Unified CCX Administration web interface should attempt to reconnect to the Cisco Unified CCX server.
Note
If an error occurs, an Error dialog box opens to alert you that the server is not communicating with the web interface.
Show Logged Off Resources Specifies whether logged off agents appear in reports.
Click Apply to submit configuration changes.
Cisco Unified CCX Administration Guide, Release 7.0(1)
16-37
The Application Reporting User Interface
Chapter 16 Reporting on Real-Time Cisco Unified CCX Data
16-38
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
17
Using the Unified CCX Supervisor and
Unified CCX User Options Plug-Ins
The following sections provide detailed information on the additional plug-in options provided by the Cisco Unified CCX platform.
•
About User Management, page 17-2
•
•
•
About Cisco Unified CCX User Capabilities, page 17-2
Using the Cisco Unified CCX Supervisor Web Interface, page 17-6
Using the Cisco Unified CCX User Options Web Interface, page 17-9
Related Topics
•
Accessing the Cisco Unified CCX Administration Web Interface, page 2-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
17-1
Chapter 17 Using the Unified CCX Supervisor and Unified CCX User Options Plug-Ins
About User Management
About User Management
In earlier versions of Cisco Unified CCX, many user parameters like user ID, password, and pin were configured from the Unified CM Administrator. Some
Cisco Unified CCX-related user parameters were configured through the Cisco
Unified CCX Administration.
Effective Cisco Unified CCX, Release 5.0, all Cisco Unified CCX user roles
(capabilities) are consolidated into one User Configuration area.
In Cisco Unified CCX versions supporting Unified CME, the user configuration and management is entirely done by Cisco Unified CCX. Therefore, in addition to consolidating all user management under one menu, Cisco Unified CCX users are managed from within the same menu.
The user information for each product is stored in different locations:
•
•
The Unified CM user details are stored in the Unified CM database.
The Unified CME user details are stored in the Cisco Unified CCX Database.
•
•
•
Related Topics
•
About Cisco Unified CCX User Capabilities, page 17-2
Administrator Privileges, page 17-3
Supervisor Privileges, page 17-3
•
Historical Report User Privileges, page 17-4
About Cisco Unified CCX User Capabilities
The capability for each user refers to the Cisco Unified CCX access level assigned for each user. Cisco Unified CCX users can be assigned to one of four roles (or capabilities): Administrator, Supervisor, Historical Report User, or Agent. Each of these roles are described in this section.
Related Topics
•
About User Management, page 17-2
•
Administrator Privileges, page 17-3
Cisco Unified CCX Administration Guide, Release 7.0(1)
17-2
Chapter 17 Using the Unified CCX Supervisor and Unified CCX User Options Plug-Ins
About Cisco Unified CCX User Capabilities
•
•
•
Supervisor Privileges, page 17-3
Historical Report User Privileges, page 17-4
Administrator Privileges
A Cisco Unified CCX Administrator is a user with complete access to the Cisco
Unified CCX Administration and has the authority to configure the entire system.
An Administrator can also be assigned a combination of other roles.
The Administrator can turn on/off the authority of a Supervisor to manage the teams and agents.
Related Topics
•
The Administrator Capability View, page 22-14
•
•
•
•
About User Management, page 17-2
About Cisco Unified CCX User Capabilities, page 17-2
Supervisor Privileges, page 17-3
Historical Report User Privileges, page 17-4
•
Supervisor Privileges
Supervisors can additionally modify and view skills, view the list of all teams for which this user is the supervisor, view the skills, CSQs, and resource groups configured in this system, view and manage resources, and configure the teams managed by the supervisor.
Cisco Unified CCX, provides three types of Supervisors:
•
Application Supervisor: A basic supervisor role applicable to a Cisco Unified
CCX Application server without a Unified CCX license. An application supervisor can only view reports.
•
ACD Supervisor: A supervisor with an agent’s role. This role is applicable to a Cisco Unified CCX Application server with any Unified CCX license. An
ACD supervisor can administer teams/agents and also view reports.
Cisco Unified CCX Administration Guide, Release 7.0(1)
17-3
Chapter 17 Using the Unified CCX Supervisor and Unified CCX User Options Plug-Ins
About Cisco Unified CCX User Capabilities
•
Depending on the license allowed, Cisco Unified CCX Supervisors have the following privileges:
•
Download and install the Real Time Reporting client and Historical
Reporting client to view reports.
•
Remote Monitoring Supervisor: An application supervisor role with all numeric characters in the assigned user ID. This role is applicable to a Cisco
Unified CCX Application server with only a Unified CCX Premium license.
This role is not available for Unified CME users. In addition to viewing reports, this supervisor can also view the list of agents and CSQs being monitored.
•
•
•
•
•
View agents and CSQ being monitored. This is only for a remote Supervisor.
Download and install the Supervisor Desktop and the Agent Desktop.
View the list of all Teams for which this user is the Supervisor.
Configure the Teams managed by the Supervisor.
View the Skills, CSQs and Resource Groups configured in this system.
View and manage all the resources.
•
•
•
Related Topics
•
About User Management, page 17-2
•
•
About Cisco Unified CCX User Capabilities, page 17-2
Administrator Privileges, page 17-3
•
Historical Report User Privileges, page 17-4
Using the Cisco Unified CCX Supervisor Web Interface, page 17-6
The Supervisor Capability View, page 22-14
Historical Report User Privileges
A user with a historical report client role can view various historical reports. The number and types of reports allowed to be viewed depends on the licenses available on a given Cisco Unified CCX system.
Generally, a Historical Report User has the following privileges:
17-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 17 Using the Unified CCX Supervisor and Unified CCX User Options Plug-Ins
About Cisco Unified CCX User Capabilities
•
•
Download and install the Agent Desktop.
•
Configure alternate pronunciations for their name.
For Unified CM, Cisco Unified CCX users are also Unified CM end users and are managed by Unified CM entirely.
Unified CME users are configured and management by Cisco Unified CCX.
Therefore, in addition to the general privileges, a Cisco Unified CCX Application
User has the following additional:
•
Change password
•
Change the pin
Upload the Spoken Name
Related Topics
•
The Reporting Capability View, page 22-15
•
•
•
•
About User Management, page 17-2
About Cisco Unified CCX User Capabilities, page 17-2
Administrator Privileges, page 17-3
Supervisor Privileges, page 17-3
•
Agent Privileges
Note
An agent capability is only available with a Unified CCX license.
Unified CM users in Cisco Unified CCX are assigned an agent’s role when an agent extension is associated to the user in the Unified CM User Configuration page. Consequently, this role can only be assigned or removed for the user using
Unified CM Administrator’s End User configuration web page only (see
Chapter 4, “Provisioning Unified CM for Unified CCX”
). These users can not be assigned or removed in Cisco Unified CCX Administration.
Cisco Unified CCX Administration Guide, Release 7.0(1)
17-5
Chapter 17 Using the Unified CCX Supervisor and Unified CCX User Options Plug-Ins
Using the Cisco Unified CCX Supervisor Web Interface
Unified CME users in Cisco Unified CCX are entirely managed by Cisco Unified
CCX. This ability to change an agent’s role is only available for Unified CME users. Hence, on selecting the required agents, this page leads you to the Bulk
Resource Configuration web page you can configure multiple users and assign skills/resource groups at the same time.
Related Topics
•
The Agent Capability View, page 22-15
•
•
•
•
About User Management, page 17-2
About Cisco Unified CCX User Capabilities, page 17-2
Administrator Privileges, page 17-3
Supervisor Privileges, page 17-3
•
Historical Report User Privileges, page 17-4
Using the Cisco Unified CCX Supervisor Web
Interface
•
•
•
Use the Cisco Unified CCX Supervisor web page to:
View and monitor permitted agents (see
).
View and monitor permitted CSQs (see
).
•
Install client-side Historical Reporting (see
Installing Client-Side Historical
Access real-time reports, tools, and settings (see
Real-Time Cisco Unified CCX Data” ).
Accessing the Cisco Unified CCX Supervisor Web Page
To access the Cisco Unified CCX Supervisor web page, perform the following steps:
17-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 17 Using the Unified CCX Supervisor and Unified CCX User Options Plug-Ins
Using the Cisco Unified CCX Supervisor Web Interface
Procedure
Step 1
Verify that the user designated as a supervisor is not assigned to any other capability (see
Supervisor Privileges, page 17-3
and The User View Menu Option, page 22-11 ).
Step 2
Note
You can access this page only if the supervisor has not been assigned to any other capability views. Be sure to assign only the Supervisor capability to this user.
In a new web browser window, enter http://<Cisco Unified CCX IP
address>/AppAdmin.
Step 3
Tip
If you have already accessed the Cisco Unified CCX Administration application using any capability, other than a supervisor, the web browser remembers the login access and continues to display the regular Cisco
Unified CCX Administration window. Be sure to open a new web browser window to access the Cisco Unified CCX Supervisor page.
When prompted, enter the User ID and Password for the supervisor of that server.
The Cisco Unified CCX Supervisor web page appears.
Monitoring Agents
To monitor agents from the Cisco Unified CCX Supervisor web page, perform the following steps:
Procedure
Step 1
Step 2
Step 3
Select Tools > Plug-ins from the Cisco Unified CCX Administration menu bar.
Click the Cisco Unified CCX Desktop Suites hyperlink.
Click the View Agents hyperlink to view allowed Agents and CSQs.
Cisco Unified CCX Administration Guide, Release 7.0(1)
17-7
Chapter 17 Using the Unified CCX Supervisor and Unified CCX User Options Plug-Ins
Using the Cisco Unified CCX Supervisor Web Interface
Step 4
When finished, click Return to main page.
Monitoring CSQs
To monitor CSQs from the Cisco Unified CCX Supervisor web page, perform the following steps:
Procedure
Step 1
Step 2
Step 3
Step 4
Select Tools > Plug-ins from the Cisco Unified CCX Administration menu bar.
Click the Cisco Unified CCX Desktop Suites hyperlink.
Click the View CSQ hyperlink to view allowed Agents and CSQs.
When finished, click Return to main page.
Viewing CSQ IDs for Remote Monitoring
To view CSQ IDs from the Cisco Unified CCX Supervisor web page, perform the following steps:
Procedure
Step 1
Step 2
Step 3
Step 4
From the Cisco Unified CCX Supervisor web page, log in as the Remote
Monitoring supervisor.
Click the Unified CCX link.
Select Tools > Plug-ins from the Cisco Unified CCX Administration menu bar.
Click the View CSQ hyperlink to view the Agents and CSQs being monitored by this supervisor.
17-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 17 Using the Unified CCX Supervisor and Unified CCX User Options Plug-Ins
Using the Cisco Unified CCX User Options Web Interface
The CSQ ID column shows the ID value that you should enter for the CSQ that you selected in the Start Monitor Step. See the Start Monitor Step in the Cisco
Unified CCX Scripting and Development Series: Volume 2, Editor Step Reference
for more information.
Installing Client-Side Historical Reporting
To install client-side Historical Reporting, perform the following steps:
Procedure
Step 1
Step 2
Step 3
Select Tools > Plug-ins from the Cisco Unified CCX Administration menu bar.
Click the Cisco Unified CCX Historical Reports hyperlink.
For more instructions, see the Cisco Unified CCX Historical Reports User Guide.
Using the Cisco Unified CCX User Options Web
Interface
Use the Cisco Unified CCX User Options web page to perform:
•
Unified CCX downloads
•
•
Alternate pronunciations for call by name
Access the Unified CM User Page
Note
For a Unified CME deployment, you can also change the password/PIN and upload a spoken name prompt.
Cisco Unified CCX Administration Guide, Release 7.0(1)
17-9
Chapter 17 Using the Unified CCX Supervisor and Unified CCX User Options Plug-Ins
Using the Cisco Unified CCX User Options Web Interface
Accessing the Cisco Unified CCX User Options Web page
To access the Cisco Unified CCX User Options web page, perform the following steps:
Procedure
Step 1
Step 2
Step 3
From the Cisco Unified CCX Administration enter http://<Cisco Unified CCX IP
address>/Appuser.
If prompted to do so, enter your User ID and Password.
The Cisco Unified CCX User Option web page appears.
When finished, click Return to main page.
Downloading the Agent Desktop
To install and configure the Agent Desktop, perform the following steps:
Procedure
Step 1
Step 2
Step 3
Step 4
In the Cisco Unified CCX User Options Welcome web page, click the Unified
CCX Downloads hyperlink.
The Download Unified CCX Agent Desktop web page appears.
Use the Windows Copy function to copy the following command line from the
Download Unified CCX Agent Desktop web page. (Servername is the IP address of your Cisco Unified CCX Server.)
\\Servername\DESKTOP_CFG|desktop\InstallManager
From the Windows Start menu, choose Run.
The Run dialog box appears.
In the Open field in the Run dialog box, use the Windows Paste function to paste the command line that you copied in Step 2, and then click OK.
The Enter Network Password dialog box appears.
17-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 17 Using the Unified CCX Supervisor and Unified CCX User Options Plug-Ins
Using the Cisco Unified CCX User Options Web Interface
Step 5
Step 6
Enter your user name and password, and then click OK.
The Welcome dialog box appears.
Follow the instructions in the Welcome dialog box to install the Unified CCX
Agent Desktop on your computer.
Adding Alternative Pronunciations
Alternative Pronunciations for Call by Name is an independent feature located on the Cisco Unified CCX User Options Welcome web page. This feature lets you add one or more alternate pronunciations for your first or last name and is useful if callers might refer to you by more than one name. For example, if your first name is Bob, you might add the alternate pronunciations “Bob” and “Bobby.”
Similarly, if your last name is Xhu, you might add the alternate pronunciation
“Xhu.”
To access the Alternative Pronunciations for Call by Name web page, perform the following steps:
Procedure
Step 1
Step 2
Step 3
Step 4
Step 5
Step 6
In the Cisco Unified CCX User Options Welcome web page, click the Alternative
Pronunciations for Call by Name hyperlink.
The Alternate Pronunciations web page appears.
In the First Name field, you can enter an alternate pronunciation of your first name. For example, if your name is “Mary,” you might enter “Maria.”
Click Add>>.
The name moves to a list of alternate first name pronunciations.
Repeat Steps 2 and 3 as needed to add other alternate pronunciations.
To remove an alternate pronunciation for your first name, click the alternate pronunciation and then click Remove.
In the Last Name field, you can enter an alternate pronunciation of your last name.
For example, if your last name is “Smith,” you might enter “Smitty.”
Click Add>>.
Cisco Unified CCX Administration Guide, Release 7.0(1)
17-11
Chapter 17 Using the Unified CCX Supervisor and Unified CCX User Options Plug-Ins
Using the Cisco Unified CCX User Options Web Interface
Step 7
Step 8
The name moves to a list of alternate last name pronunciations.
Repeat Steps 5 and 6 as needed to add other alternate pronunciations.
To remove an alternate pronunciation of your last name, click the alternate pronunciation and then click Remove.
Click Update to apply the changes.
To return to the Cisco Unified CCX User Options Welcome web page, click the
Back to Cisco Unified CCX User home page hyperlink.
Accessing the Unified CM User Options page
To access the Unified CM User Options web page, perform the following steps:
Procedure
Step 1
Step 2
Step 3
Step 4
In the Cisco Unified CCX User Options Welcome web page, click the Unified
CM User Page hyperlink.
The Unified CM User Options Log On dialog box appears.
Enter your Unified CM User ID and Password and click Log On.
The Unified CM User Options web page appears.
Click on the option you want.
When finished, click Logout.
17-12
Cisco Unified CCX Administration Guide, Release 7.0(1)
P
A R T
3
Cisco Unified Contact Center
Express: Reference
Text Part Number:
The System Menu
C H A P T E R
18
The System menu of the Cisco Unified CCX Administration system provides options for performing system-related tasks. Depending on the product package you purchased, the System menu contains some or all of the following menu options:
•
Installation-based options:
–
Unified CM Configuration (see
The Unified CM Configuration Menu
).
•
•
•
•
–
Unified CME Configuration (see
Control Center (see
The Control Center Menu Option, page 18-4 ).
Datastore Control Center (see
The Datastore Control Center Menu Option, page 18-6 ).
System Parameters (see The System Parameters Menu Option, page 18-7 ).
•
•
•
•
Custom File Configuration (see
The Custom File Configuration Menu
).
Alarm Configuration (see
The Alarm Configuration Menu Option, page 18-9 ).
Tracing (see
The Tracing Menu Option, page 18-9
).
License Information (see
The License Information Menu Option, page 18-11 ).
Language Information (see
The Language Information Menu Option, page 18-12 ).
Cisco Unified CCX Administration Guide, Release 7.0(1)
18-1
Chapter 18 The System Menu
•
Logout (see
The Logout Menu Option, page 18-13 ).
18-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 18 The System Menu
The Unified CM Configuration Menu Option
The Unified CM Configuration Menu Option
Use the Unified CM Configuration web page to update the following information at anytime:
•
Unified Unified CM cluster information
•
•
AXL authentication information
Unified CM Telephony subsystem information
•
RmCm Provider configuration information at anytime from within Cisco
Unified CCX.
Select System > Unified CM Configuration from the Cisco Unified
CCX Administration menu bar to access the Unified CM Configuration web page.
•
•
•
Related Topics
•
Modifying Cluster Information from Cisco Unified CCX, page 4-3
Modifying AXL Information, page 4-5
Modifying Unified CM Telephony Information, page 4-8
•
•
Modifying RmCm Provider Information, page 4-10
Configuring the RmCm Provider, page 7-2
Provisioning the Unified CM Telephony Subsystem, page 6-5
Cisco Unified CCX Administration Guide, Release 7.0(1)
18-3
Chapter 18 The System Menu
The Unified CME Configuration Menu Option
The Unified CME Configuration Menu Option
Use the Unified CME Configuration web page to update the following information at anytime:
•
Unified CME cluster information
•
•
Unified CME Telephony subsystem information
AXL Service Provider configuration information at anytime from within
Cisco Unified CCX.
Select System > Unified CME Configuration from the Cisco Unified
CCX Administration menu bar to access the Unified CME Configuration web page.
Related Topic
Introducing Unified CME for Cisco Unified CCX, page 5-2
The Control Center Menu Option
•
•
•
Use the Control Center web page to:
•
Display all servers (Cisco Unified CCX Servers as well as Add-On Servers) belonging to the same cluster.
•
•
Display the server states (running or stopped) with an option to restart one particular server or all servers in the cluster.
Display the feature states (running or stopped).
Display the server services (running or stopped).
Configure trace at cluster level.
View the traces on all machines in the cluster.
18-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 18 The System Menu
The Control Center Menu Option
Control Center/Servers
Select System > Control Center from the Cisco Unified CCX Administration menu bar to access the Control Center/Servers web page.
Related Topics
•
About Control Center Management, page 11-4
•
Managing the Control Center, page 11-9
Control Center/Servers/Server Traces
Select System > Control Center from the Cisco Unified CCX Administration menu bar to access the Control Center/Servers web page. You can access trace log files for servers from the Control Center pages by clicking on the Server Traces hyperlink.
Related Topics
•
•
Managing the Control Center, page 11-9
Control Center/Features
Select System > Control Center from the Cisco Unified CCX Administration menu bar to access the Control Center web page; then click the Features tab.
Related Topic
About Control Center Management, page 11-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
18-5
The Datastore Control Center Menu Option
Control Center/Features/Component Activation
Chapter 18 The System Menu
From the Control Center/Features web page, select Component Activation.
Use this page to activate licensed components.
Related Topics
•
About Control Center Management, page 11-4
•
Activating a Component, page 11-12
The Datastore Control Center Menu Option
The Datastore Control Center allows you to manage your datastores and monitor their status.
In addition, the Datastore Control Center contains the following hyperlinks:
•
•
Publisher Activation. Allows for publisher activation, switch or reset functions.
Trace Configuration. Allows you to activate detailed debugging for Cisco
Unified CCX datastore replication.
For more information, see
Chapter 12, “Managing the Cisco Unified CCX
Note
Debugging should be switched off once the debug session is completed since it impacts the server when left turned on under normal operations
(for example, disk space used by replication logs will grow without limit.)
Debugging reports are written to \wfavvid\log\ReplLogs as well as SQL
Server logs and NT Event viewer.
This web page also contains the following buttons:
•
Start—Click this button to start the replication agent.
•
•
Stop—Click this button to stop the replication agent.
Restart—Click this button to restart the replication agent.
18-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 18 The System Menu
The System Parameters Menu Option
•
Reinit Subscriber—Click this button to reinitialize the Subscriber with a copy of data from the Publisher. (This causes the data on the Subscriber to be overwritten by the data from the Publisher.)
Note
Only use this button if you have determined that the Subscriber doesn’t have any data that the Publisher needs.
The Datastore Control Center web page also contains an autorefresh checkbox and seconds field; use them to specify a refresh interval for the web page.
Related Topic
Chapter 12, “Managing the Cisco Unified CCX Datastores.”
The System Parameters Menu Option
Use the System Parameters web page to configure system parameters such as port settings, and set the default session timeout.
Note
When the System Parameters web page is updated, the system notifies all nodes in the cluster about the changes. If a node or a Node Manager is not in service during this operation, Application Administration will notify it of the changes the next time Node Manager is started.
Choose System > System Parameters from the Cisco Unified
CCX Administration menu bar to access the System Parameters Configuration web page.
Related Topics
•
Managing System Parameters, page 11-23
•
Configure the Default TTS Provider for the Cisco Unified CCX System, page 6-37
Cisco Unified CCX Administration Guide, Release 7.0(1)
18-7
Chapter 18 The System Menu
The Custom File Configuration Menu Option
The Custom File Configuration Menu Option
Use the Custom File Configuration classpath web pages to specify the classpath for custom classes, steps, and subsystems.
Choose System > Custom File Configuration from the Cisco Unified
CCX Administration menu bar to access the Custom File Configuration web page and then:
•
•
Click the Classpath for Custom Classes hyperlink to access the Custom
Classes Configuration area.
Click the Classpath for Custom Steps hyperlink to access the Custom Steps
Configuration area.
•
Click the Classpath for Custom Subsystems hyperlink to access the Custom
Subsystems Configuration area.
Cisco Unified CCX determines the available classpath for custom steps and subsystems from the list of jar files and directories under default/classpath of the
Document Repository. If the classpath refers to jars or directories that no longer exist in the Repository, Cisco Unified CCX generates a warning message box when you open this page.
Related Topics
•
Specify Custom Classpath Entries, page 10-17
•
•
Specify the Custom Steps Startup Order, page 10-18
Specify the Custom Subsystems Start Up Order, page 10-19
List of Custom Start Up Order
Use the Custom File Configuration Start Up Order pages to specify the order
Cisco Unified CCX should execute custom steps or subsystems.
Choose System > Custom File Configuration from the Cisco Unified
CCX Administration menu bar to access the Custom File Configuration web page.
To access the Custom Steps Startup Order area, click the List of Custom
Subsystems hyperlink.
18-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 18 The System Menu
Related Topic
Managing Custom Files, page 10-16
The Alarm Configuration Menu Option
The Alarm Configuration Menu Option
Use the Alarm Configuration web pages to define system-wide Alarm Server settings and options.
Select System > Alarm Configuration from the Cisco Unified CCX
Administration menu bar to access the Alarm Server Configuration web page.
Related Topic
•
Configuring Alarm Settings, page 12-14
The Tracing Menu Option
Use the Tracing web pages to define trace file settings for the following options:
•
Cisco Unified CCX Administration
•
•
•
•
Cisco Unified CCX Engine
Cisco Unified CCX Editor
Cisco Unified CCX Cluster View Daemon
Cisco Unified CCX SQL Server
This section describes the following topics:
•
Trace File Configuration, page 18-10
•
•
Trace Configuration, page 18-10
Agent/Historical/Repository Trace Configuration, page 18-11
Related Topic
Configuring Trace Settings, page 12-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
18-9
Chapter 18 The System Menu
The Tracing Menu Option
Trace File Configuration
Note
Trace File Configuration is available for the following Cisco Unified CCX components: Cisco Unified CCX Administration, Cisco Unified CCX Engine, and Cisco Unified CCX Cluster View Daemon.
To access the Trace File Configuration page, select the Trace File Configuration hyperlink from any Tracing Configuration page navigation bar.
Related Topics
•
Configuring Trace Settings, page 12-10
•
Tracing Configuration, page 11-29
Trace Configuration
Note
Trace Configuration is available for the following Cisco Unified CCX components: Cisco Unified CCX Administration, Cisco Unified CCX Engine, and Cisco Unified CCX Cluster View Daemon.
To access the Trace Configuration page, select Trace Configuration from the
Tracing page navigation bar.
Use the checkboxes on this page to select the subfacilities you want to trace and debug.
Related Topics
•
Updating Trace File Information, page 12-11
•
•
Activating/Deactivating Logging, page 12-12
Trace Settings and Unified CM Telephony Performance, page 12-13
•
•
•
Agent, Historical, or Repository Trace Configuration, page 12-13
Configuring Alarm Settings, page 12-14
Tracing Configuration, page 11-29
18-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 18 The System Menu
The License Information Menu Option
Agent/Historical/Repository Trace Configuration
Note
Agent/Historical/Repository Trace Configuration is available for the SQL Server component, only.
To access a Agent/Historical/Repository Trace Configuration page, select one of the required hyperlink from the SQL Server list on the Tracing Configuration page navigation bar.
Related Topics
•
Updating Trace File Information, page 12-11
•
•
•
•
•
Activating/Deactivating Logging, page 12-12
Trace Settings and Unified CM Telephony Performance, page 12-13
Agent, Historical, or Repository Trace Configuration, page 12-13
Configuring Alarm Settings, page 12-14
Tracing Configuration, page 11-29
The License Information Menu Option
Use the License Information web pages to display the cluster licensing information and to upload additional licenses.
Select System > License Information from the Cisco Unified CCX
Administration menu bar to access the License Information web page.
Related Topics
•
•
•
•
Viewing License Information, page 1-14
Cisco Unified CCX Licensing Packages, page A-1
Cisco Unified CCX Administration Guide, Release 7.0(1)
18-11
The Language Information Menu Option
Display Licenses
From the Systems menu, select License Information.
Chapter 18 The System Menu
Related Topics
•
•
Viewing License Information, page 1-14
•
Cisco Unified CCX Licensing Packages, page A-1
Add License(s)
From the System menu, select License Information and then click the Add
License hyperlink on the navigation bar.
Use this page to specify a license file and upload it to Cisco Unified CCX.
Related Topics
•
•
•
•
Viewing License Information, page 1-14
Cisco Unified CCX Licensing Packages, page A-1
The Language Information Menu Option
Customized Cisco Unified CCX languages such as American English, Canadian
French, and so on, are installed with Cisco Unified CCX.
Use the Language Information web pages to enable languages that can be used to play prompts and grammars.
Select System > Language Information from the Cisco Unified CCX
Administration menu bar to access the Language Information web page. Select the required language from the drop-down list and specify the required Country and group. Some languages only have one choice. US English (en_US) is the default.
Be sure to click on Update to implement your changes.
Cisco Unified CCX Administration Guide, Release 7.0(1)
18-12
Chapter 18 The System Menu
The Logout Menu Option
The Logout Menu Option
To exit Cisco Unified CCX Administration without closing your web browser, choose System > Logout from the Cisco Unified CCX Administration menu bar.
The system logs you out of Cisco Unified CCX Administration and displays the
Authentication web page.
Note
You can also exit Cisco Unified CCX Administration by closing your web browser.
Cisco Unified CCX Administration Guide, Release 7.0(1)
18-13
The Logout Menu Option
Chapter 18 The System Menu
18-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
19
The Applications Menu
The Applications menu contains the following menu options:
•
•
Application Management—to add, configure, copy, delete, or refresh a specific application. (see
The Application Management Menu Option, page 19-2 .)
Script Management—to add a new script and to view, refresh, upload, or
delete an existing script. (see Script Management, page 19-3 .)
•
•
Prompt Management/Grammar Management/Document
Management—to display, modify, or delete existing prompts, grammars and
documents, and to add new prompts, grammars and documents. (see Prompt
.)
AAR Management—to upload AAR files to Cisco Unified CCX. (see
.)
Cisco Unified CCX Administration Guide, Release 7.0(1)
19-1
Chapter 19 The Applications Menu
The Application Management Menu Option
The Application Management Menu Option
The Application Management option of the Applications menu of the Cisco
Unified CCX Administration web interface contains options for configuring and managing the applications the Cisco Unified CCX system uses to interact with contacts and perform a wide variety of functions.
To access the Application Management web pages, select Applications >
Application Management from the Cisco Unified CCX Administration menu bar. The Applications Configuration web page displays a list of the applications that are currently configured on your Cisco Unified CCX server.
To add a new application, click the Add a New Application hyperlink to access the Add a New Application web page, where you select the type of application to create.
To refresh all application information across the cluster, click the Refresh
Applications hyperlink.
•
•
•
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
•
Configuring Cisco Script Applications, page 9-3
Configuring the Busy Application, page 9-7
•
•
•
Configuring the Ring-No-Answer Application, page 9-8
Configuring the Unified ICME Post-Routing Application, page 9-10
Configuring the Unified ICME Translation-Routing Application, page 9-14
Adding Application Triggers, page 9-18
Application Availability by License Package, page A-2
Provisioning the Unified ICME Subsystem, page 8-3
19-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 19 The Applications Menu
Script Management
Script Management
Use the Script Management web page to add a new script and to rename, refresh, or delete an existing script. Cisco Unified CCX applications are based on scripts created in the Cisco Unified CCX Editor.
To access the Script Management web page, select Applications > Script
Management from the Cisco Unified CCX Administration menu bar. The Script
Management web page displays the default directory that contains the scripts uploaded to the repository.
The Script Management web page also contains the following hyperlinks:
•
Create/Rename Language—Click this hyperlink to create/rename a default
folder. If the default
folder already exists, you receive a warning message. You can create/rename multiple folders under the default
folder.
•
•
Delete Language—Click this hyperlink to delete the default
folder from the repository.
Upload Zip Files—You cannot upload zip files at this level. Click the default
folder hyperlink and then on the Upload New Scripts hyperlink.
Click on the default
folder (if it already exists) to see the following hyperlinks:
•
Create New Folder—Click this hyperlink to create a new subfolder under the default folder. Enter the name of the new subfolder in the Folder Name field and click Create. When the folder is successfully created, click the
Return to Script Management hyperlink to return to the default
folder’s updated Script Management page. You can create any number of folders within the default
folder.
•
•
Rename Folder—Click this hyperlink to rename the required subfolder within the default folder. Alternately, click the Rename icon under the
Actions column (see
Renaming a Script or Folder, page 9-33 ).
Delete Folder—Click this hyperlink to delete a specific subfolder within the default folder. Alternately, click the Delete icon under the Actions column
(see
Deleting a Script or Folder, page 9-34
).
•
Upload New Scripts—Click this hyperlink to upload scripts to the default folder as a zip file so its contents (.aef files) can be automatically unzipped
and uploaded to the repository (see Uploading New Scripts, page 9-26
).
Click the Refresh icon under the Actions Column to refresh the corresponding script (see
Individual Script Refresh, page 9-31
).
Cisco Unified CCX Administration Guide, Release 7.0(1)
19-3
Prompt Management
Chapter 19 The Applications Menu
Related Topics
•
About Cisco Unified CCX Applications, page 9-2
•
Viewing or Downloading a Script File, page 9-29
•
•
Prompt Management
Several system-level prompt files are loaded during Cisco Unified CCX installation. However, any file you create needs to be made available to the Cisco
Unified CCX Engine before a Cisco Unified CCX application can use them. This is done through the Cisco Unified CCX cluster’s Repository datastore, where the prompt, grammar, and document files are created, stored, and updated.
Note
You can use a custom script or the Cisco Unified CCX Administration to upload a prompt.
To access the Prompt Management page, select Application > Prompt
Management.
The Prompt Management web page also contains the following hyperlinks:
•
Create Language—Click this hyperlink to create a new language folder (see
Creating a New Language, page 10-8
).
•
•
Rename Language—Click this hyperlink to rename an existing language folder (see
Renaming a Language, page 10-9 ).
Delete Language—Click this hyperlink to delete an existing language folder
(see
Deleting a Language, page 10-9 ).
•
Upload New Prompts—Click this hyperlink to upload a new prompt or zip file (see
Upload Zip files to a Language Folder, page 10-10 ).
19-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 19 The Applications Menu
Grammar Management
Click on the required folder (if it already exists) to see the following hyperlinks:
•
•
Create New Folder—Click this hyperlink to create a new subfolder under the selected folder.
Rename Folder—Click this hyperlink to rename the required subfolder within the selected folder. Alternately, click the Rename icon under the
Actions column.
•
•
Delete Folder—Click this hyperlink to delete a specific subfolder within the selected folder. Alternately, click the Delete icon under the Actions column.
Upload New Prompts—Click this hyperlink to upload a new prompt or zip file so its contents (the .wav files) can be unzipped and uploaded to the repository.
•
•
•
Related Topics
•
Managing Prompt Files, page 10-2
Recording and Uploading Prompt Files, page 10-12
•
Managing Custom Files, page 10-16
Grammar Management
Several system-level grammar files are loaded during Cisco Unified CCX installation. However, any file you create needs to be made available to the Cisco
Unified CCX Engine before a Cisco Unified CCX application can use them. This is done through the Cisco Unified CCX cluster’s Repository datastore, where the grammar files are created, stored, and updated.
To access the Grammar Management page, select Application > Grammar
Management.
Cisco Unified CCX Administration Guide, Release 7.0(1)
19-5
Chapter 19 The Applications Menu
Grammar Management
The Grammar Management web page also contains the following hyperlinks:
•
•
Create Language—Click this hyperlink to create a new language folder (see
Creating a New Language, page 10-8
).
Rename Language—Click this hyperlink to rename an existing language folder (see
Renaming a Language, page 10-9 ).
•
•
Click on the required folder (if it already exists) to see the following hyperlinks:
•
Create New Folder—Click this hyperlink to create a new subfolder under the selected folder.
•
Delete Language—Click this hyperlink to delete an existing language folder
(see
Deleting a Language, page 10-9 ).
Upload New Prompts—Click this hyperlink to upload a new prompt or zip file (see
Upload Zip files to a Language Folder, page 10-10 ).
•
Rename Folder—Click this hyperlink to rename the required subfolder within the selected folder. Alternately, click the Rename icon under the
Actions column.
Delete Folder—Click this hyperlink to delete a specific subfolder within the selected folder. Alternately, click the Delete icon under the Actions column.
•
Upload New Grammars—Click this hyperlink to upload a new grammar or a zip file so its contents (the .xml files) can be unzipped and uploaded to the repository.
•
•
•
Related Topics
•
Managing Grammar Files, page 10-4
•
Recording and Uploading Prompt Files, page 10-12
Managing Custom Files, page 10-16
19-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 19 The Applications Menu
Document Management
Document Management
Several system-level document files are loaded during Cisco Unified CCX installation. However, any file you create needs to be made available to the Cisco
Unified CCX Engine before a Cisco Unified CCX application can use them. This is done through the Cisco Unified CCX cluster’s Repository datastore, where the document files are created, stored, and updated.
To access the Document Management page, select Application > Document
Management.
The Document Management web page also contains the following hyperlinks:
•
Create Language—Click this hyperlink to create a new language folder (see
Creating a New Language, page 10-8
).
•
•
Rename Language—Click this hyperlink to rename an existing language folder (see
Renaming a Language, page 10-9 ).
Delete Language—Click this hyperlink to delete an existing language folder
(see
Deleting a Language, page 10-9 ).
•
Upload New Prompts—Click this hyperlink to upload a new prompt or zip file (see
Upload Zip files to a Language Folder, page 10-10 ).
Click on the required folder (if it already exists) to see the following hyperlinks:
•
•
Create New Folder—Click this hyperlink to create a new subfolder under the selected folder.
Rename Folder—Click this hyperlink to rename the required subfolder within the selected folder. Alternately, click the Rename icon under the
Actions column.
•
•
Delete Folder—Click this hyperlink to delete a specific subfolder within the selected folder. Alternately, click the Delete icon under the Actions column.
Upload New Documents—Click this hyperlink to upload a new document or a zip file so its contents (the .txt, .doc, .jsp, or .html files) can be unzipped and uploaded to the repository.
Related Topics
•
Managing Document Files, page 10-6
•
•
Recording and Uploading Prompt Files, page 10-12
Cisco Unified CCX Administration Guide, Release 7.0(1)
19-7
Chapter 19 The Applications Menu
AAR Management
•
•
Managing Custom Files, page 10-16
AAR Management
Use the AAR Management web page to upload an AAR file to Cisco Unified
CCX.
To access the AAR Management web page, select Applications > AAR
Management from the Cisco Unified CCX Administration menu bar. The AAR
Management web page displays.
Related Topic
Managing AAR Files, page 10-20
19-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
20
The Subsystems Menu
The Subsystems menu of the Cisco Unified CCX Administration web interface provides access to the subsystems that are licensed for your Cisco Unified CCX system.
The Cisco Unified CCX system uses subsystems for communicating with other services. Depending on the Cisco Unified CCX package you have installed, the
Subsystems menu may contain some or most of the following menu options:
•
Depending on the installation, you can select one of two options:
–
–
Unified CM Telephony—to enter Unified CM Telephony provider information, Computer Telephony Interface (CTI) port group information, Unified CM Telephony trigger information, and to
resynchronize Unified CM Telephony information (see The Unified CM
Telephony Menu Option, page 20-2
).
Unified CME Telephony—to enter Unified CME Telephony provider information, Computer Telephony Interface (CTI) port group information, Unified CME Telephony trigger information, and to validate
CME and Cisco Unified CCX data (see The Unified CME Telephony
•
•
RmCm—to set up your Unified CCX resources (
The RmCm Menu Option, page 20-8 ).
Outbound—to configure contact centers for automated outbound activities
(
The Outbound Menu Option, page 20-15
).
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-1
Chapter 20 The Subsystems Menu
The Unified CM Telephony Menu Option
•
•
•
•
•
•
•
ICM—to configure the Unified Intelligent Contact Management Enterprise
(Unified ICME) subsystem to interact with Unified ICME software and to add new Voice Response Units (VRU) scripts (see
).
Database—to configure the Cisco Unified CCX system to communicate with database servers (see
The Database Menu Option, page 20-21 ).
HTTP—to configure the Cisco Unified CCX Engine to respond to requests from a variety of web clients, including computers and IP phones (see
).
eMail—to configure the Cisco Unified CCX Engine to communicate with your e-mail server and enable your applications to create and send e-mail (see
The eMail Menu Option, page 20-24
).
Cisco Media—to configure Cisco Media Termination (CMT) dialog groups that can be used to handle simple Dual-Tone Multi-Frequency (DTMF) based
dialog interactions with customers (see The Cisco Media Menu Option, page 20-25 ).
MRCP ASR—to configure the MRCP Automated Speech Recognition
(ASR) subsystem, which allows users to navigate through a menu of options
using spoken responses to prompts (see The MRCP ASR Menu Option, page 20-25 ).
MRCP TTS—to configure the MRCP Text-to-Speech (TTS) subsystem, which converts plain text (UNICODE) into spoken words in order to provide a user with information or to prompt a user to respond to an action (see
MRCP TTS Menu Option, page 20-28
).
The Unified CM Telephony Menu Option
The Cisco Unified CCX system uses the Unified CM Telephony subsystem of the
Cisco Unified CCX Engine to send and receive call-related messages from the
Unified CM Computer Telephony Interface (CTI) Manager.
To access the Unified CM Telephony Configuration web pages, select
Subsystems > Unified CM Telephony from the Cisco Unified
CCX Administration menu bar.
20-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 20 The Subsystems Menu
The Unified CM Telephony Menu Option
The Unified CM Telephony Configuration navigation bar contains the following hyperlinks:
•
•
Unified CM Telephony Provider—Choose this option to enter Unified CM
Telephony provider information (see
Unified CM Telephony Call Control Groups—Choose this option to configure CTI port groups for applications (see
Control Group Configuration, page 20-3 ).
•
•
Unified CM Telephony Triggers—Choose this option to configure Unified
CM Telephony triggers for applications (see
Resynchronize—Choose this option to resynchronize Cisco Unified CCX with Unified CM (see
Unified CM Telephony > Data Resync, page 20-5
).
Unified CM Telephony Provider Configuration
To access this configuration area, click the Unified CM Telephony Provider hyperlink on the navigation bar of any Unified CM Telephony Configuration web page.
Use the Unified CM Telephony Provider Configuration web page to enter the location of your Unified CM Telephony provider, user ID, and password.
Related Topics
•
Provisioning the Unified CM Telephony Subsystem, page 6-5
•
•
Additional Unified CM Telephony Information, page 6-22
Resynchronizing Unified CM Telephony Information, page 6-22
•
Modifying Unified CM Telephony Information, page 4-8
Unified CM Telephony Call Control Group Configuration
Use the Unified CM Telephony Call Control Group Configuration web pages to display, add, modify, and delete information about the call control group.
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-3
Chapter 20 The Subsystems Menu
The Unified CM Telephony Menu Option
Select Subsystems > Unified CM Telephony from the Cisco Unified
CCX Administration menu bar to access the JTPAI Call Control Group summary web page.
To add a new Unified CM Telephony Call Control Group, click the Add a New
Unified CM Telephony Call Control Group hyperlink on the Unified CM
Telephony Call Control Group Configuration summary web page.
To modify an existing Unified CM Telephony Call Control Group, click any hyperlink within the group’s summary table entry; the Unified CM Telephony
Call Control Group Configuration page opens.
Related Topics
•
Adding a New Unified CM Telephony Call Control Group, page 6-10
•
Additional Unified CM Telephony Information, page 6-22
Unified CM Telephony Triggers Configuration
To access this configuration area, click the Unified CM Telephony Triggers hyperlink on the navigation bar of any Unified CM Telephony Configuration web page.
Use the Unified CM Telephony Triggers Configuration web pages to display, add, modify, and delete information about the Unified CM Telephony triggers.
To add a Unified CM Telephony trigger, click the Add a New Unified CM
Telephony Trigger hyperlink on the Unified CM Telephony Triggers
Configuration summary web page; the Unified CM Telephony Triggers
Configuration page opens.
Related Topics
•
Adding a Unified CM Telephony Trigger, page 6-15
•
Additional Unified CM Telephony Information, page 6-22
•
Adding Application Triggers, page 9-18
20-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 20 The Subsystems Menu
The Unified CME Telephony Menu Option
Unified CM Telephony > Data Resync
To access this configuration area, click the Data Resync hyperlink on the navigation bar of any Unified CM Telephony Configuration web page.
To verify the connection, click on Check.
To resynchronize the connection, click on Synchronize.
Related Topics
•
Resynchronizing the Unified CM Telephony Data, page 6-6
•
Resynchronizing the Cisco JTAPI Client, page 6-7
•
Unified CM Telephony Provider Configuration, page 20-3
Unified CM Telephony > Cisco JTAPI Resync
To access this configuration area, click the Cisco JTAPI Resync hyperlink on the navigation bar of any Unified CM Telephony Configuration web page.
If the Cisco Unified CCX platform detects a mismatch, the system downloads and installs the compatible/required installer version.
Related Topics
•
Resynchronizing the Unified CM Telephony Data, page 6-6
•
•
Resynchronizing the Cisco JTAPI Client, page 6-7
Unified CM Telephony Provider Configuration, page 20-3
The Unified CME Telephony Menu Option
The Cisco Unified CCX system uses the Unified CME Telephony subsystem of the Cisco Unified CCX Engine to send and receive call-related messages from the
Unified CME CTI Manager.
To access the Unified CME Telephony Configuration web pages, select
Subsystems > Unified CME Telephony from the Cisco Unified
CCX Administration menu bar.
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-5
Chapter 20 The Subsystems Menu
The Unified CME Telephony Menu Option
The Unified CME Telephony Configuration navigation bar contains the following hyperlinks:
•
•
Unified CME Telephony Provider—Choose this option to enter Unified
CME Telephony provider information (see
Unified CME Telephony Provider
Unified CME Telephony Call Control Groups—Choose this option to configure CTI port groups for applications (see
Control Group Configuration, page 20-6 ).
•
•
Unified CME Telephony Triggers—Choose this option to configure Unified
CME Telephony triggers for applications (see
Triggers Configuration, page 20-7
).
Validate Unified CME in Cisco Unified CCX Data—Choose this option to resynchronize Cisco Unified CCX with Unified CM (see
CME in Cisco Unified CCX Data, page 20-7
).
Unified CME Telephony Provider Configuration
To access this configuration area, click the Unified CME Telephony Provider hyperlink on the navigation bar of any Unified CME Telephony Configuration web page.
Use the Unified CME Telephony Provider Configuration web page to enter the location of your Unified CME Telephony provider, user ID, and password.
Related Topics
•
Configuring a Unified CME Telephony Provider, page 5-9
•
Modifying a Unified CME Telephony Trigger, page 5-10
Unified CME Telephony Call Control Group Configuration
Use the Unified CME Telephony Call Control Group Configuration web pages to display, add, modify, and delete information about the call control group.
Select Subsystems > Unified CME Telephony from the Cisco Unified
CCX Administration menu bar to access the Unified CME Telephony Call
Control Group summary web page.
20-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 20 The Subsystems Menu
The Unified CME Telephony Menu Option
To access this configuration area, click the Unified CME Telephony Default
Call Control Group hyperlink on the navigation bar of any Unified CME
Telephony Configuration web page.
Related Topics
•
•
Modifying the Unified CME Telephony Call Control Group, page 5-10
Unified CME Telephony Triggers Configuration
To access this configuration area, click the Unified CME Telephony Triggers hyperlink on the navigation bar of any Unified CME Telephony Configuration web page.
Use the Unified CME Telephony Triggers Configuration web pages to display, add, modify, and delete information about the Unified CME Telephony triggers.
To add a Unified CME Telephony trigger, click the Add a New CME Telephony
Trigger hyperlink on the Unified CME Telephony Triggers Configuration summary web page; the Unified CME Telephony Triggers Configuration page opens.
Related Topics
•
Modifying a Unified CME Telephony Trigger, page 5-10
•
Modifying a Unified CME Telephony Trigger, page 5-10
Validate Unified CME in Cisco Unified CCX Data
To access this configuration area, click the Validate Unified CME in Cisco
Unified CCX Data hyperlink on the navigation bar of any Unified CME
Telephony Configuration web page.
Related Topics
•
Introducing Unified CME for Cisco Unified CCX, page 5-2
•
Validating Unified CME and Cisco Unified CCX Data, page 5-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-7
Chapter 20 The Subsystems Menu
The RmCm Menu Option
The RmCm Menu Option
Use the areas of the Unified CCX Configuration web page to configure skills groups, resources, resource groups, Contact Service Queues (CSQs) and RM
(Resource Manager) Unified CM Telephony providers.
To access the Unified CCX Configuration web page, select Subsystems > RmCm from the Cisco Unified CCX Administration menu bar.
The Unified CCX Configuration navigation bar contains the following hyperlinks:
•
Skills—Click this hyperlink to create skills. This option is available only with the Unified CCX Enhanced and Unified CCX Premium license packages (see
Skills Configuration, page 20-9 ).
•
•
Resources—Click this hyperlink to assign a resource group and/or skills to agents (see
Resources Configuration, page 20-9 ).
Resource Groups—Click this hyperlink to create resource groups (see
Resource Group Configuration, page 20-10 ).
•
•
•
•
Contact Services Queues (CSQs)—Click this hyperlink to configure CSQs
(see
Contact Service Queues Configuration, page 20-11 ).
RmCm Provider—Click this hyperlink to configure the RM (Resource
Manager) Unified CM Telephony provider for the RmCm subsystem (see
RmCm Provider Configuration, page 20-12 ).
Assign Skills—Click this hyperlink to assign skills and/or a resource group
to agents in bulk (see Assign Skills Configuration, page 20-13 ).
Remote Monitor—Click this hyperlink to associate agents and CSQs that will be monitored by supervisors (see
Remote Monitor Configuration, page 20-14 ).
•
•
Agent Based Routing Settings—Click this hyperlink to send a call to a specific agent, rather than to any agent available in a CSQ (see
Routing Settings Configuration, page 20-14 ).
Teams—Click this hyperlink to create or associate teams with various agents,
CSQs, and supervisors (see
Teams Configuration, page 20-15 ).
For details on the maximum number of agents, skills, and CSQs that you can configure on your system, see
20-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 20 The Subsystems Menu
The RmCm Menu Option
Skills Configuration
Use the Skills page to add, modify, or delete skill.
Click the Skills hyperlink on the navigation bar of the Unified CCX Configuration web page to access the Skills summary web page.
Related Topic
Adding a New Skill
Use the Skills Configuration area to add a new skill name.
Access the Skills Configuration area by clicking the Add a New Skill hyperlink in the Skills Configuration web page.
Related Topic
Modifying Skills
Access the Skills Configuration area by clicking the required skill in the Skill name column on the Skills Configuration web page.
Click the Open Printable Report of this Skill Configuration hyperlink to view a list of the resources associated with that skill.
Related Topics
•
Modifying an Existing Skill Name, page 7-8
•
Resources Configuration
Use the Resources Configuration area to assign a resource group and skills to a resource.
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-9
Chapter 20 The Subsystems Menu
The RmCm Menu Option
To access this configuration area, click the Resources hyperlink on the navigation bar of Unified CCX Configuration web page. The main area of the Resources area of the Unified CCX Configuration web page contains a list of resources (if configured).
Click the Open Resources Summary Report hyperlink to open the Resources
Summary Report in a new window. For each resource, this report lists the resource groups associated with the resource, the Unified CCX extension of the resource, and the number of CSQs and team to which the resource is assigned.
Related Topic
•
•
Configuring Contact Service Queues, page 7-18
Modifying a Resource
Use the Resource Configuration area to modify resource configuration.
To access the Resource Configuration area, click any of the required resource in the Resource area of the Unified CCX Configuration summary web page.
Click the Open Printable Report of this Resource Configuration hyperlink. to open a Resource Report for the agent. The Resource Report lists each agent’s resource ID, resource name, Unified CCX extension, resource group, automatic available status, skills, CSQs, and team.
Related Topic
•
Assigning Resource Groups and Skills to One Agent, page 7-12
•
Removing Skills from Agents, page 7-17
Resource Group Configuration
Use the Resource Group Configuration web page to display and modify the names of existing resource groups and to add new resource groups.
Click the Resource Group hyperlink on the navigation bar of the Unified CCX
Configuration web page to access the Resource Groups summary web page.
20-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 20 The Subsystems Menu
The RmCm Menu Option
Related Topic
Configuring Resource Groups, page 7-4
Adding a New Resource Group
Use the Resource Configuration area to enter the resource group name into the
Resource Group Name field.
Add a new Resource Groups by clicking Add a New Resource Group hyperlink in the Resource Groups area of the Unified CCX Configuration web page.
Related Topic
Creating a Resource Group, page 7-4
Modifying Existing Resource Groups
Use the Resource Modification page to change or update the resource group name into the Resource Group Name field.
Modify an existing Resource Group by clicking the required resource group in the
Resource Groups area. In the Resource Group Configuration area, change the
Resource Group and update.
Click the Open Printable Report of this Resource Group Configuration hyperlink to view a list of the available resources for this resource group.
Related Topics
•
Modifying an Existing Resource Group Name, page 7-5
•
Deleting a Resource Group, page 7-6
Contact Service Queues Configuration
Use the Contact Service Queues area of the Unified CCX Configuration web page to display existing CSQs, to delete a CSQ, and to add a new CSQ.
To access the Contact Service Queues area, click the Contact Service Queue hyperlink on the navigation bar of the Unified CCX Configuration web page.
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-11
The RmCm Menu Option
Related Topic
Configuring Contact Service Queues, page 7-18
Chapter 20 The Subsystems Menu
Adding a CSQ
Use the Contact Service Queue Configuration area to add a new CSQ.
To access the Contact Service Queue Configuration area, click the Add a New
Contact Service Queue hyperlink in the Contact Service Queue area of the
Unified CCX Configuration web page.
To open the Contact Service Queue Report for the required CSQ, click the Open
Printable Report of this CSQ Configuration hyperlink from the Contact
Service Queue Configuration area.
Related Topics
•
•
Modifying an Existing CSQ, page 7-26
•
•
•
Resource Pool Selection Criteria: Skills and Groups, page 7-28
Resource Skill Selection Criteria Within a CSQ, page 7-29
RmCm Provider Configuration
Use the RmCm Provider area of the Unified CCX Configuration web page to identify the Unified CM Telephony user for the Resource Manager.
To access this configuration area, click the RmCm Provider hyperlink on the navigation bar of any Unified CCX Configuration web page.
Related Topics
•
Configuring the RmCm Provider, page 7-2
•
•
•
Modifying RmCm Provider Information, page 4-10
Invoking Unified CM Administration, page 4-14
Defining Unified CM Users as Agents, page 4-15
20-12
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 20 The Subsystems Menu
The RmCm Menu Option
Assign Skills Configuration
Use the Assign Skills areas of the Unified CCX Configuration web page to modify an existing resource group and skills configuration or to assign new resource groups and skills to the selected agents.
To access this configuration area, click the Assign Skills hyperlink on the navigation bar any Unified CCX Configuration web page.
This web page also contains the following buttons:
•
Add Skill—to add new skills or resource groups to selected agent (see
•
Remove Skill—to remove skills from selected agent (see Removing Skills, page 20-13 ).
Related Topic
Adding Skills
When you click the Add Skill button in the Assign Skills area of the Unified CCX
Configuration web page, the Add Skills area opens. Use the Add Skill area to add a resource group and skills to the selected agents.
Related Topic
Assigning Resource Groups and Skills to Multiple Agents, page 7-15
Removing Skills
When you click the Remove Skill button in the Assign Skills area of the Unified
CCX Configuration web page, the Remove Skill area opens. Use the Remove Skill area to remove skills from the selected agents.
Related Topic
Removing Skills from Agents, page 7-17
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-13
Chapter 20 The Subsystems Menu
The RmCm Menu Option
Remote Monitor Configuration
Use the Remote Monitor areas of the Unified CCX Configuration web page to specify the monitoring method: by agent or by CSQ.
To access this configuration area, click the Remote Monitor hyperlink on the navigation bar of any Unified CCX Configuration web page.
Related Topics
•
Configuring and Using Remote Monitoring, page 7-31
•
•
Creating a Remote Monitoring Supervisor, page 7-32
Assigning Resources and CSQs to a Supervisor, page 7-33
•
•
Configuring the Remote Monitoring Application, page 9-16 .
Viewing CSQ IDs for Remote Monitoring, page 17-8
Assigning Resources and CSQs to a Remote Supervisor
Use the Remote Monitor configuration web page to assign a Supervisor a list of
Resources and CSQs that he/she is allowed to monitor.
To access the Remote Monitoring Configuration web page, click a User ID value.
•
•
•
Related Topics
•
Configuring and Using Remote Monitoring, page 7-31
•
Creating a Remote Monitoring Supervisor, page 7-32
Assigning Resources and CSQs to a Supervisor, page 7-33
Configuring the Remote Monitoring Application, page 9-16 .
Viewing CSQ IDs for Remote Monitoring, page 17-8
Agent Based Routing Settings Configuration
Use the Agent Based Routing Settings areas of the Unified CCX Configuration web page to configure Automatic Work and Wrapup Time.
To access this configuration area, click the Agent Based Routing Settings hyperlink on the navigation bar of any Unified CCX Configuration web page.
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-14
Chapter 20 The Subsystems Menu
Related Topic
Configuring Agent-Based Routing, page 7-35
The Outbound Menu Option
Teams Configuration
Use the Teams area of the Unified CCX Configuration web page to create or associate teams with various agents, CSQs, and supervisors.
To access this configuration area, click the Teams hyperlink on the navigation bar of any Unified CCX Configuration web page.
Related Topics
•
•
Creating a Team Supervisor, page 7-37
Adding a New Team
Click the Add a new Team hyperlink on the Teams summary web page. The Team
Configuration page appear.
To open the report in a new window and send it to a printer, click the Open
Printable Report of this Team Configuration hyperlink in the Team
Configuration area of the Teams web page.
Related Topics
•
Creating a Team Supervisor, page 7-37
•
•
•
Modifying Agents on Teams, page 7-40
The Outbound Menu Option
Use the Outbound Configuration web pages to provision the Cisco Unified
Preview Outbound Dialer Express (Outbound) feature’s outbound dialing functionality.
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-15
Chapter 20 The Subsystems Menu
The Outbound Menu Option
Choose Subsystems > Outbound from the Cisco Unified CCX Administration menu bar to access the Outbound Configuration General Configuration web page.
The Outbound menu option will be displayed when you upload the Cisco Unified
Premium license.
This section contains the following topics:
•
•
•
General Configuration, page 20-16
Campaign Configuration, page 20-17
Area Code Management, page 20-18
Related Topic
Chapter 14, “Configuring Cisco Unified CCX Outbound Preview Dialer”
General Configuration
Use the General area of the General Configuration pane to add or modify
Outbound dialing preferences.
To configure the general Outbound preferences, select Subsystems > Outbound from the Cisco Unified CCX Administration menu bar.
Related Topics
•
Chapter 14, “Configuring Cisco Unified CCX Outbound Preview Dialer”
•
•
•
•
•
•
Chapter 14, “Configuring General Outbound Properties”
Campaign Configuration, page 20-17
Area Code Management, page 20-18
Delete Do Not Call Contacts, page 20-18
20-16
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 20 The Subsystems Menu
The Outbound Menu Option
Campaign Configuration
From the Campaigns web page in the Cisco Unified CCX Administration GUI, a
Cisco Unified CCX administrator can create and schedule campaign, and import a list of contacts (in bulk from a text file) into the Unified CCX database for each campaign.
Related Topics
•
•
•
Delete Do Not Call Contacts, page 20-18
Add New Campaigns
To configure the properties for the campaign, including the campaign name and description, personal callback settings, skill group selection, and the time range, click the Add New Campaign hyperlink in the Campaigns web page.
Related Topics
•
Adding a New Campaign, page 14-21
•
•
•
Delete Do Not Call Contacts, page 20-18
Import Contacts
To import contacts for a selected campaign, click the hyperlink for the required campaign under the Name column.
The Open Printable Report for this Campaign Configuration hyperlink provides a detailed breakup of the number of callbacks, number of retries, and number of pending contacts.
Related Topics
•
Importing Contacts for a Campaign, page 14-24
•
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-17
Chapter 20 The Subsystems Menu
The Outbound Menu Option
•
•
Delete Do Not Call Contacts, page 20-18
Delete Do Not Call Contacts
To ensure that a contact does not get called again for a subsequent campaign, you must delete the contact from all campaigns to which it belongs.
In the Campaign Configuration pane, click on the Delete All Contacts button in the right pane
Related Topics
•
Removing Contacts from the Do Not Call List, page 14-44
•
•
•
Area Code Management
Use this page to manually add new area codes, update existing area codes, and to add international area codes.
•
•
•
Related Topics
•
General Configuration, page 20-16
Campaign Configuration, page 20-17
•
•
Delete Do Not Call Contacts, page 20-18
20-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 20 The Subsystems Menu
The Unified ICM Menu Option
Add New Area Code
The Area Codes Management page allows you to find, add, delete, and modify the mapping of area codes and time zones. The dialer uses the area code of a contact’s phone number to determine the time zone of the contact’s calling area.
Related Topics
•
•
•
•
•
•
General Configuration, page 20-16
Area Code Management, page 20-18
Chapter 14, “Configuring Cisco Unified CCX Outbound Preview Dialer”
Delete Do Not Call Contacts, page 20-18
The Unified ICM Menu Option
Use the Intelligent Contact Manager (ICM) Configuration web pages to add or modify Unified ICME configuration parameters and to modify VRU script information.
Choose Subsystems > ICM from the Cisco Unified CCX Administration menu bar to access the Unified ICME Configuration summary web page.
Related Topics
•
Provisioning the Unified ICME Subsystem, page 8-3
•
•
•
•
Configuring General Unified ICME Information, page 8-4
Configuring Unified ICME VRU Scripts, page 8-7
Unified Gateway Auto-Configuration Details, page 7-42
Configuring the Unified ICME Post-Routing Application, page 9-10
•
Configuring the Unified ICME Translation-Routing Application, page 9-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-19
Chapter 20 The Subsystems Menu
The Unified ICM Menu Option
Unified ICME Configuration
Note
If you are using Unified CCX with the Cisco Unified Gateway solution, see the
Cisco Unified Gateway Deployment Guide. The instructions for configuring
Unified CCX with that solution differs from what is described in this guide. The
Unified Gateway provides for the integration of the Unified ICME system with
Unified CCX by way of the Unified Gateway. The Unified Gateway is a Peripheral
Gateway (PG) which you configure on the Unified ICME software.
Use the General area of the Unified ICME Configuration page to add or modify
Unified ICME configuration parameters.
To configure the Unified ICME subsystem, select Subsystems > ICM from the
Cisco Unified CCX Administration menu bar to access the Unified ICME
Configuration web page.
Related Topics
•
Provisioning the Unified ICME Subsystem, page 8-3
•
Configuring General Unified ICME Information, page 8-4
•
•
•
•
Configuring Unified ICME VRU Scripts, page 8-7
Unified Gateway Auto-Configuration Details, page 7-42
Configuring the Unified ICME Post-Routing Application, page 9-10
Configuring the Unified ICME Translation-Routing Application, page 9-14
Unified ICME VRU Scripts
Unified ICME uses Unified ICME Voice Response Unit (VRU) scripts to handle interactions with contacts. These scripts are loaded as applications on the Cisco
Unified CCX Engine.
Click the Unified ICME VRU Scripts hyperlink on the navigation bar of the
Unified ICME Configuration web page to access the Unified ICME VRU Scripts
Configuration web page opens.
20-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 20 The Subsystems Menu
The Database Menu Option
Related Topics
•
Provisioning the Unified ICME Subsystem, page 8-3
•
Configuring General Unified ICME Information, page 8-4
•
•
•
•
Configuring Unified ICME VRU Scripts, page 8-7
Unified Gateway Auto-Configuration Details, page 7-42
Configuring the Unified ICME Post-Routing Application, page 9-10
Configuring the Unified ICME Translation-Routing Application, page 9-14
Add a New VRU Script
To add a new VRU Script, click the Add New VRU Script hyperlink on the VRU
Script’s summary web page to access the VRU Scripts Configuration web page.
To modify a VRU script, click any hyperlink within the VRU Script’s summary table entry; the VRU Script Configuration page opens.
•
•
•
Related Topics
•
Provisioning the Unified ICME Subsystem, page 8-3
•
Configuring General Unified ICME Information, page 8-4
•
Configuring Unified ICME VRU Scripts, page 8-7
Unified Gateway Auto-Configuration Details, page 7-42
Configuring the Unified ICME Post-Routing Application, page 9-10
Configuring the Unified ICME Translation-Routing Application, page 9-14
The Database Menu Option
The Cisco Unified CCX system uses the Database subsystem of the Cisco Unified
CCX Engine to communicate with database servers, in order to obtain information to relay to callers or to make application decisions. The Database subsystem enables the Cisco Unified CCX applications to obtain information from data sources, which are databases configured to communicate with the Cisco Unified
CCX system.
This web page contains the following hyperlinks:
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-21
Chapter 20 The Subsystems Menu
The Database Menu Option
•
•
•
DataSource Configuration, page 20-22
Adding a New Data Source, page 20-22
Adding a New Database Parameter, page 20-23
•
•
•
Related Topics
•
Defining an ODBC Data Source, page 8-14
•
•
About Additional Subsystems, page 8-2
Provisioning the Unified ICME Subsystem, page 8-3
Provisioning the HTTP Subsystem, page 8-9
Provisioning the Database Subsystem, page 8-13
Provisioning the eMail Subsystem, page 8-20
DataSource Configuration
Use the Enterprise Database Subsystem Configuration web pages to display, modify, or delete existing data sources, or to add a new data source.
Choose Subsystems > Database from the Cisco Unified CCX Administration menu bar to access the Enterprise Database Subsystem Configuration summary web page.
Related Topics
•
Adding a New Database Parameter, page 20-23
•
About Additional Subsystems, page 8-2
Adding a New Data Source
To add a new data source, click the Add New Data Source hyperlink on the
Enterprise Database Subsystem Configuration summary web page.
Related Topics
•
Adding a New Database Parameter, page 20-23
•
Defining an ODBC Data Source, page 8-14
20-22
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 20 The Subsystems Menu
•
About Additional Subsystems, page 8-2
The HTTP Menu Option
Adding a New Database Parameter
To add a new data source, click the Parameter hyperlink on the Enterprise
Database Subsystem Configuration summary web page.
Related Topics
•
Polling Database Connectivity, page 8-18
•
Defining an ODBC Data Source, page 8-14
•
•
About Additional Subsystems, page 8-2
Adding a New Data Source, page 20-22
The HTTP Menu Option
The Cisco Unified CCX system uses the HTTP subsystem of the Cisco Unified
CCX Engine to add components to the Cisco Unified CCX Engine that allow applications to be triggered in response to requests from a variety of web clients, including computers and IP phones.
Related Topics
•
Provisioning the HTTP Subsystem, page 8-9
•
Adding Application Triggers, page 9-18
HTTP Configuration
Use the HTTP Trigger Configuration web pages to display, add, modify, and delete existing HTTP triggers.
Select Subsystems > HTTP from the Cisco Unified CCX Administration menu bar to access the HTTP Trigger Configuration summary web page.
Related Topics
•
Provisioning the HTTP Subsystem, page 8-9
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-23
Chapter 20 The Subsystems Menu
The eMail Menu Option
•
Adding Application Triggers, page 9-18
Add a New HTTP Trigger
To add a new HTTP trigger, click the Add New HTTP Trigger hyperlink on the
HTTP Trigger Configuration summary web page to access the HTTP Trigger
Configuration web page.
To modify an existing trigger, click any hyperlink within the trigger’s summary table entry; the HTTP Trigger Configuration page opens.
Related Topics
•
Provisioning the HTTP Subsystem, page 8-9
•
Adding Application Triggers, page 9-18
The eMail Menu Option
The Cisco Unified CCX system uses the eMail subsystem of the Cisco Unified
CCX Engine to communicate with your e-mail server and enable your applications to create and send email. The e-mail configuration identifies the default e-mail address and server to be used for sending e-mail (including e-pages and faxes) and for receiving acknowledgments.
To access the eMail Configuration web page to configure e-mail functionality so that Cisco Unified CCX scripts created with the e-mail steps will function correctly, select Subsystems > eMail from the Cisco Unified CCX
Administration menu bar.
Related Topics
•
About Additional Subsystems, page 8-2
•
Provisioning the Unified ICME Subsystem, page 8-3
•
•
•
Provisioning the HTTP Subsystem, page 8-9
Provisioning the Database Subsystem, page 8-13
Provisioning the eMail Subsystem, page 8-20
20-24
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 20 The Subsystems Menu
The Cisco Media Menu Option
The Cisco Media Menu Option
Select Subsystems > Cisco Media from the Cisco Unified CCX Administration menu bar to access the Cisco Media Termination Dialog Group Configuration summary web page opens.
The Cisco Unified CCX system uses the Media subsystem of the Cisco Unified
CCX Engine to configure Cisco Media Termination (CMT) dialog groups that can be used to handle simple Dual-Tone Multi-Frequency (DTMF) based dialog interactions with customers. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller.
To modify an existing CMT dialog group, click any hyperlink within the trigger’s summary table entry; Cisco Media Termination Dialog Group Configuration web page opens.
To add a new CMT dialog group, click the Add a New CMT Dialog Control
Group hyperlink.
Related Topics
•
Provisioning the Cisco Media Subsystem, page 6-24
•
Adding a New Unified CM Telephony Call Control Group, page 6-10
The MRCP ASR Menu Option
The Cisco Unified CCX system uses the MRCP ASR (Automatic Speech
Recognition) subsystem to allow navigation through a menu of options by speaking instead of pressing keys on a touch-tone telephone.
Choose Subsystems > MRCP ASR from the Cisco Unified CCX Administration menu bar to configure the MRCP ASR subsystem.
Use MRCP ASR Configuration navigation bar hyperlinks to access the following web pages:
•
•
•
MRCP ASR Dialog Groups, page 20-27
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-25
Chapter 20 The Subsystems Menu
The MRCP ASR Menu Option
Related Topics
•
Before You Provision ASR/TTS, page 6-27
•
Provisioning the MRCP ASR Subsystem, page 6-28
MRCP ASR Provider
Click on the MRCP ASR Provider option to configure information about the vendor of your speech server, including the number of licenses and the grammar type.
To modify existing ASR Provider information, click any hyperlink within the provider’s summary table entry; the ASR Provider Configuration web page opens.
To add new ASR Provider information, click the Add MRCP ASR Provider hyperlink.
Related Topic
Provisioning MRCP ASR Providers, page 6-29
MRCP ASR Servers
Click on the MRCP ASR Servers option to configure your speech server’s name, port location, and available languages.
Note
You must have a MRCP ASR Provider defined before you can provision a MRCP
ASR Server.
To modify an existing ASR Server, click any hyperlink within the server’s summary table entry; the ASR Server Configuration web page opens.
To add a new ASR Server, click the Add MRCP ASR Sever hyperlink.
Related Topic
Provisioning MRCP ASR Servers, page 6-30
20-26
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 20 The Subsystems Menu
The MRCP ASR Menu Option
MRCP ASR Dialog Groups
Use the MRCP ASR Dialog Group Configuration web page to display, add, modify, and delete information about MRCP ASR dialog control groups, which enable Cisco Unified CCX applications to use speech recognition.
Click on the MRCP ASR Dialog Groups option to configure the MRCP ASR dialog control groups.
Note
You must have a MRCP ASR Provider defined before you can provision a MRCP
ASR Group.
To modify an existing MRCP ASR Dialog Group, click any hyperlink within the group’s summary table entry; the MRCP ASR Dialog Control Group
Configuration web page opens.
To add a new MRCP ASR Group, click the Add MRCP ASR Dialog Control
Group hyperlink.
Related Topic
Provisioning MRCP ASR Dialog Groups, page 6-32
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-27
Chapter 20 The Subsystems Menu
The MRCP TTS Menu Option
The MRCP TTS Menu Option
The Cisco Unified CCX system uses the MRCP (Text-to-Speech) subsystem to convert plain text (UNICODE) into spoken words in order to provide a user with information or to prompt a user to respond to an action.
Choose Subsystems > MRCP TTS from the Cisco Unified CCX Administration menu bar to configure the MRCP TTS subsystem.
Use one or more of the following MRCP TTS Configuration hyperlinks:
Use MRCP ASR Configuration navigation bar hyperlinks to access the following web pages:
•
•
•
MRCP TTS Providers, page 20-28
MRCP TTS Default Genders, page 20-29
Related Topics
•
Before You Provision ASR/TTS, page 6-27
•
Provisioning the MRCP TTS Subsystem, page 6-35
MRCP TTS Providers
Use the MRCP TTS Provider Configuration web pages to display, add, modify, and delete information about your TTS Provider.
On any MRCP TTS Configuration web page, click the MRCP TTS Provider hyperlink on the navigation bar to configure information about the vendor of your
TTS system.
To modify an existing MRCP TTS Provider, click any hyperlink within the provider’s summary table entry; the MRCP TTS Provider Configuration web page opens.
Related Topics
•
Provisioning MRCP TTS Providers, page 6-36
•
Configure the Default TTS Provider for the Cisco Unified CCX System, page 6-37
20-28
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 20 The Subsystems Menu
The MRCP TTS Menu Option
MRCP TTS Servers
Use the MRCP TTS Server Configuration web pages to display, add, modify, and delete the text-to-speech server’s name, port location, and available language.
To modify an existing MRCP TTS Server, click any hyperlink within the server’s summary table entry; the MRCP TTS Server Configuration web page opens.
To add a new MRCP TTS Server, click the Add MRCP TTS Server hyperlink.
Related Topic
Provisioning MRCP TTS Servers, page 6-38
MRCP TTS Default Genders
Use the MRCP TTS Default Genders Configuration web page to display or modify the gender setting for each Locale.
On any MRCP TTS Configuration web page, click the MRCP TTS Default
Genders hyperlink on the navigation bar to configure the default gender setting for the Locales specified during TTS Server provisioning.
To modify the default gender, click the MRCP TTS Default Genders hyperlink.
Related Topic
Provisioning MRCP TTS Default Genders, page 6-39
Cisco Unified CCX Administration Guide, Release 7.0(1)
20-29
The MRCP TTS Menu Option
Chapter 20 The Subsystems Menu
20-30
Cisco Unified CCX Administration Guide, Release 7.0(1)
The Wizards Menu
C H A P T E R
21
Effective Cisco Unified CCX Release 5.0, the Wizards menu of the Cisco Unified
CCX Administration web interface provides access to the wizards available for your Cisco Unified CCX system.
In each Wizard web page, you are provided with a list of procedures in the left pane and a description of each procedure in the main pane. At the top of the page, you have the option to exit the wizard at any time or go to the next step as required.
You can also jump to any other step by clicking on the required procedure in the left pane.
The Cisco Unified CCX system contains the following options in the Wizards menu:
•
•
The Application Wizard (see
The Application Wizard, page 21-2 ).
The RmCm Wizard (see
Cisco Unified CCX Administration Guide, Release 7.0(1)
21-1
Chapter 21 The Wizards Menu
The Application Wizard
The Application Wizard
Application Configuration is one of the very basic requirements in Cisco Unified
CCX Administration. You need to complete several steps in the suggested order to successfully complete Application Configuration. The Application
Configuration wizard leads you through the suggested steps.
To access the Application Wizard, select Wizards > Application Wizard from the Cisco Unified CCX Administration menu bar.
The Application Wizard web page contains the following hyperlinks:
•
Description of Steps—Choose this option to review the order in which to perform the configuration and for a description of each stage in the process.
You can jump to any step directly or click Next to proceed to the next step
(see
Configuring Cisco Unified CCX Applications, page 1-16
).
•
•
Scripts—Choose this option to upload multiple custom scripts. In this step, you are transferred to the Script Management web page which lists the available scripts, provides links to create a folder, and upload scripts (see
Managing Scripts, page 9-25 ).
Prompts—Choose this option to upload multiple prompt files. In this step, you are transferred to the Prompt Management web page which lists the custom available prompts, provides the links to create new folders, and upload prompts (see
Managing Prompt Files, page 10-2
).
•
•
•
Documents—Choose this option to upload multiple document files. In this step, you are transferred to the Document Management web page which lists the available .txt, .doc, .jsp, or .html, custom classes, and Java Archive (JAR) files that allow you to customize the performance of your Cisco Unified CCX system (see
Managing Document Files, page 10-6 ).
Grammars—Choose this option to upload multiple grammar files. In this step, you are transferred to the Grammar Management web page which lists specific grammar files to recognize and respond to caller prompts. (see
Managing Grammar Files, page 10-4
).
Application Configuration—Choose this option to select the type of application to be configured. In this step, you are transferred to the
Application Configuration page (to select the name and maximum number of sessions) after selecting the type of application to be configured. By default, the uploaded script, prompt, document and grammar are selected, if applicable (see
About Cisco Unified CCX Applications, page 9-2 ).
Cisco Unified CCX Administration Guide, Release 7.0(1)
21-2
Chapter 21 The Wizards Menu
The RmCm Wizard
•
Trigger—Choose this option to complete the trigger configuration. In this step, you are transferred to the trigger configuration page. By default, the application configured in the previous step is automatically selected. On providing the Directory Number, device name and language, the trigger
configuration is complete (see Adding Application Triggers, page 9-18
).
Selecting the type of the trigger concludes the Application Configuration wizard process.
Related Topics
•
Using Configuration Wizards, page 2-7
•
The RmCm Wizard
Note
The RmCm Wizard option is available with any Unified CCX license (Standard,
Enhanced, or Premium).
RmCm Configuration is commonly performed procedure in the contact center environment. You need to complete several steps in the suggested order to successfully complete RmCm Configuration. The RmCm Configuration wizard leads you through the suggested steps.
To access the RmCm Wizard, select Wizards > RmCm Wizard from the Cisco
Unified CCX Administration menu bar.
The RmCm Wizard web page contains the following hyperlinks:
•
Description of Steps—Choose this option to review the order in which to perform the configuration and for a description of each stage in the process.
You can jump to any step directly or click Next to proceed to the next step
(see
Provision the Unified CCX Subsystem, page 1-12 ).
•
Add a Skill—Choose this option to configure the skills to be associated with the user. In this step, you are transferred to the RmCm Configuration Skills web page which lists the configured list of skills. Repeat this step to create multiple skills.(see
Configuring Skills, page 7-7 ).
Cisco Unified CCX Administration Guide, Release 7.0(1)
21-3
The RmCm Wizard
Chapter 21 The Wizards Menu
•
•
•
•
•
Add a Resource Group—Choose this option to upload multiple custom scripts. In this step, you are transferred to the RmCm Configuration Resource
Groups web page which lists the agent resources. On either selecting an existing agent as a resource or creating a new resource, you are transferred to the Resource configuration page where you associate this resource to the various skills along with a competency level (see
).
Add Resources—Choose this option to create resource groups that will later be assigned to resources. In this step, you are transferred to RmCm
Configuration web page with a hyperlink to Add resources in Cisco Unified
CM. This link invokes Unified CM automatically (see the following related topics:
–
Configuring the RmCm Provider, page 7-2
–
–
Configuring Unified CM for Unified CCX, page 4-14
Defining Unified CM Users as Agents, page 4-15
).
Add Supervisors—Choose this option to assign supervisor privileges to a user. In this step, you are transferred to the User Management web page which allows you to search for a specific user (see
Monitoring Supervisor, page 7-32 ).
Configure Resources—Choose this option to add or remove skills that are associated with resources. In this step, you are transferred to the RmCm
Configuration Resources web page which lists the configured resources.
Resources can be modified together to obtain the same skills, or they can be modified separately to be assigned different skills.(see
Configuring Agents, page 7-10 ).
Contact Service Queues—In this optional step, you can either create a new
CSQ or modify an existing CSQ by adding more skills (see
Contact Service Queues, page 7-18 ).
–
Modify Existing Contact Service Queues—Choose this option to skills that are associated with a contact service queue. In this step, you are transferred to the RmCm Configuration Contact Service Queue web page which lists the configured CSQs (see
Modifying an Existing CSQ, page 7-26 ).
–
Add a Contact Service Queue—Choose this option to add contact service queues. Skills or resource groups are associated to these contact service queues in order to filter out the resources. In this step, you are
21-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 21 The Wizards Menu
The RmCm Wizard
•
•
transferred to the RmCm Configuration Contact Service Queue
Configuration web page which allows you to add CSQs (see
).
Teams—In this optional step, you can either create a new team or modify an existing team. Supervisors, resources, and contact service queues are associated to these teams. (see
).
–
Modify Existing Teams—Choose this option to modify agents in existing teams. In this step, you are transferred to the RmCm
Configuration Contact Teams web page which lists the configured teams
(see
Modifying Agents on Teams, page 7-40 ).
–
Add a Team—Choose this option to create new teams and associate those teams with new agents. In this step, you are transferred to the
RmCm Configuration Team Configuration web page which allows you to create new teams (see
Create an Application—On completing the RmCm configuration, you can optionally proceed to the Application Wizard configuration (see
).
Related Topics
•
Using Configuration Wizards, page 2-7
•
The Application Wizard, page 21-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
21-5
The RmCm Wizard
Chapter 21 The Wizards Menu
21-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
The Tools Menu
C H A P T E R
22
The Tools menu of the Cisco Unified CCX Administration web interface provides access to system tools you can use to perform a variety of administrative tasks and contains the following menu options:
•
•
Alarm Definition—to use the alarm catalog to find information about an
alarm message name (see Alarm Definition Menu Option, page 22-2 ).
Plug-ins—to download plug-ins that you can use to enhance the Cisco
Unified CCX Engine (see
The Plug-ins Menu Option, page 22-2
).
•
•
•
•
•
Real-time Reporting—to generate reports that provide detailed information about the status of your Cisco Unified CCX system (see
Reporting Menu Option, page 22-3
).
Real-time Snapshot Config—to configure the Cisco Unified CCX database connection to a wallboard display (see
The Real-time Snapshot Config Menu
).
Historical Reporting—to perform Historical Reporting tasks, including configuring the database server, synchronizing data, configuring users, installing client software, and purging your database (see
Reporting Menu Option, page 22-7
).
User Management—to assign access levels to administrators and supervisors (see
The User Management Menu Option, page 22-10 ).
Troubleshooting Tips—to search the troubleshooting database for suggestions on how to solve problems that may arise in the performance of
your Cisco Unified CCX system (see The Troubleshooting Tips Menu
).
Cisco Unified CCX Administration Guide, Release 7.0(1)
22-1
Chapter 22 The Tools Menu
Alarm Definition Menu Option
•
Backup and Restore—to (see
The Backup and Restore Menu Option, page 22-17 ).
Alarm Definition Menu Option
The Cisco Unified CCX Engine maintains a list of alarm catalogs, each of which contains a list of alarms and alarm definitions. Each alarm definition includes the alarm name, a description, an explanation, suggested actions, and related information.
Use the Alarm Definitions web page to find information about an alarm message name.
To access the Alarm Definitions web page, select Tools > Alarm Definition from the Cisco Unified CCX Administration menu bar.
Note
For more information on Alarms and Alarm definitions, please see the
Cisco Unified CCX Servicing and Troubleshooting Guide.
Related Topic
Configuring Alarm Settings, page 12-14
The Plug-ins Menu Option
The Cisco Unified CCX system includes software components called plug-ins that you can use to enhance the Cisco Unified CCX Engine. You can download these plug-ins from the Plug-ins web page.
To access the Plug-ins web page, select Tools > Plug-ins from the Cisco Unified
CCX Administration menu bar.
The Plug-ins web page contains one or more of the following hyperlinks
(depending on the Cisco Unified CCX package you have purchased):
•
Cisco Unified CCX Editor—Click this hyperlink to install the client-side
Cisco Unified CCX Editor. For more information, see the Cisco Unified CCX
Developer Guide and the Cisco Unified CCX Editor Step Reference Guide.
22-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 22 The Tools Menu
The Real-Time Reporting Menu Option
Caution
Do not install the Cisco Unified CCX editor on the same machine as the
Cisco Unity Editor. Both editors cannot coexist on the same machine.
•
•
Cisco Desktop Product Suite—Click this hyperlink to install Cisco Desktop
Administrator, Supervisor Desktop, or Agent Desktop. For more information, see Cisco Unified CCX Supervisor Desktop Plug-in Tasks and the Cisco
Unified CCX Agent Desktop Plug-in Tasks.
Cisco Unified CCX Historical Reports—Click this hyperlink to install client-side historical reporting. For more information, see the Cisco Unified
CCX Historical Reports User Guide.
Note
If you will use Cisco Historical Reporting, the Cisco Unified CCX
Historical Reports client system must be same version as the Cisco
Unified CCX system.
The Real-Time Reporting Menu Option
Caution
While Unified CM supports Unicode characters in first and last names, those characters become corrupted in Cisco Unified CCX Administration web pages for
RmCm configuration, Real Time Reporting, Cisco Agent/Supervisor Desktop, and Historical Reports.
The Real-time Reporting tool is a Java applet that you can use to generate a variety of reports that provide detailed information about the status of your Cisco Unified
CCX system. You use the Application Reporting web page to access the Real-time
Reporting tool.
To access the Application Reporting web page, select Tools > Real Time
Reporting from the Cisco Unified CCX Administration menu bar.
Note
For complete information about using the Application Reporting component, see
Chapter 16, “Reporting on Real-Time Cisco Unified CCX Data.”
Cisco Unified CCX Administration Guide, Release 7.0(1)
22-3
Chapter 22 The Tools Menu
The Real-time Snapshot Config Menu Option
The Real-time Snapshot Config Menu Option
Many call centers use wallboards to display their real-time reporting status.
Wallboards can display data such as available agents in CSQs, call volumes, talk times, wait times, and number of handled calls. You can enable the Cisco Unified
CCX system to write Unified CCX real-time information to a database that can then be displayed on a wallboard.
Unified CCX CSQs
Summary
Unified CCX System
Summary
Note
You must purchase the wallboard separately, and configure and control it with its own wallboard software. Wallboard software and hardware are supported by the third-party wallboard vendors, not by Cisco.
You must install the wallboard software on a separate machine or desktop, not on the Cisco Unified CCX server. During installation of your wallboard software, you will need to configure your wallboard software to access the Cisco Unified
CCX database. To do this, you need to assign a DSN, User ID, and password.
Use the Real-time Snapshot Writing Configuration for Wallboard web page to enable the system to write data to the wallboard system.
To access the Real-time Snapshot Writing Configuration for Wallboard web page, select Tools > Real Time Snapshot Config from the Cisco Unified CCX
Administration menu bar.
The following fields are displayed on the Real-time Snapshot Writing
Configuration for Wallboard web page.
Field
Data Writing Enabled
Data Writing Interval
Description
If checked, the system writes the data to the database. If not checked, the system does not write the data to the database.
The default is disabled.
Sets the refresh interval for the wallboard data. Valid options: 5, 10, 15,
20, and 25.
If checked, writes information about each CSQ to the RtCSQsSummary table in the Cisco Unified CCX database.
If checked, writes overall Unified CCX system summary to the
RtUnifiedCCXStatistics table in the Cisco Unified CCX database.
22-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 22 The Tools Menu
The Real-time Snapshot Config Menu Option
Field
Server Name
Description
Host Name or IP address of the Server running the Wallboard software pointing to the HDS Database Server which contains the Wallboard
Real-time Snapshot data
Administrator User ID Unique identifier representing an administrator-level user of the
Database Server.
The password of the Administrator User of the Database Server.
Password
Note
Configuring these Wallboard settings enables the WallboardDataWriter to update the host file on the wallboard software system with the HDS master IP address whenever HDS mastership changes on the Cisco Unified CCX.
Note
For details about the information written to the RtCSQsSummary and RtUnified
CCXStatistics database tables, see the Cisco Unified CCX Database Schema.
The wallboard software must be installed on a separate machine or desktop, not on the Cisco Unified CCX server. During installation of your wallboard software, you will need to configure your wallboard software to access the Cisco Unified
CCX database.
See the
Cisco Unified CCX Software and Hardware Compatibility Guide
for compatibility information.
To do this, you need to create a system Data Source Name (DSN) on your
Windows server by performing the following procedure.
Procedure
Step 1
Step 2
Step 3
Go to Start> Programs > Administrative Tools > Data Sources (ODBC).
The OBDC Data Source Administrator window opens.
Click the System DSN tab and click Add.
The Create New Data Source window opens.
In the Create New Data Source window, choose a SQL Server driver and click
Finish.
The first Create a New Data Source to SQL Server window opens.
Cisco Unified CCX Administration Guide, Release 7.0(1)
22-5
Chapter 22 The Tools Menu
The Real-time Snapshot Config Menu Option
Step 4
Step 5
Step 6
Step 7
Step 8
Step 9
Step 10
In the first Create a New Data Source to SQL Server window, perform the following tasks:
•
•
In the Name field, specify a name for this DSN (for example, Wallboard.)
In the Description field, enter a descriptive name.
•
In the Which SQL Server field, enter the Cisco Unified CCX server IP address or system name.
Click Finish.
The second Create a New Data Source to SQL Server window opens.
In the second Create a New Data Source to SQL Server window, perform the following tasks:
•
•
Check the Windows NT server authentication button.
Use wallboardUser as login ID and password.
Click Next.
The third Create a New Data Source to SQL Server window opens.
In the third Create a New Data Source to SQL Server window, change the default database to db_cra and click Next.
The fourth Create a New Data Source to SQL Server window opens.
In the fourth Create a New Data Source to SQL Server window, click Finish.
The ODBC Microsoft SQL Server window opens.
In the ODBC Microsoft SQL Server window, click Test Data Source.
If the phrase “Test completed successfully” is returned, then click OK.
If the test is unsuccessful, return to the configuration sequence and fix any errors.
22-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 22 The Tools Menu
The Historical Reporting Menu Option
The Historical Reporting Menu Option
Caution
While Unified CM supports Unicode characters in first and last names, those characters become corrupted in Cisco Unified CCX
Administration web pages for RmCm configuration, Real Time
Reporting, Cisco Agent/Supervisor Desktop, and Historical Reports., page 22-3
Use the areas of the Historical Reporting Configuration web page to perform a variety of tasks, including configuring users, installing client software, and purging your database.
To access the Historical Reporting Configuration web page to configure users and set up purging parameters for the Historical Reporting subsystem, select Tools >
Historical Reporting from the Cisco Unified CCX Administration menu bar.
Note
For additional information on Historical Reporting, see the Cisco Unified CCX
Historical Reports User Guide.
The Historical Reporting Configuration navigation bar contains the following hyperlinks:
•
•
Database Server Configuration—to specify the maximum number of client and scheduler connections to the database server (see
Configuration Hyperlink, page 22-8
).
Purge Schedule Configuration—to choose the user for which you want to configure the Historical Reports (see
The Purge Schedule Configuration
).
•
•
Purge Schedule Configuration—to automatically purge data per the following configurations
–
Timing of the purge (see The Purge Schedule Hyperlink, page 22-9
).
–
E-mail addresses notification and database size criteria for the purge (see
The Purge Schedule Configuration Hyperlink, page 22-9
).
Purge Now—to manually purge data (see
The Purge Now Hyperlink, page 22-9 ).
Cisco Unified CCX Administration Guide, Release 7.0(1)
22-7
Chapter 22 The Tools Menu
The Historical Reporting Menu Option
•
•
Migration Status—to view the impact of a migration status from one release
to another (see The Migration Status Hyperlink, page 22-10 ).
Unified EIM/WIM Database—to configure the database access details for a
Unified EIM or a Unified WIM database server (see
/Unified EIM Database Hyperlink, page 22-10
).
Database Server Configuration Hyperlink
Use the Database Server Configuration area to specify the maximum number of client and scheduler connections that can access the database server.
Click the Database Server Configuration hyperlink on the navigation bar of the
Historical Reporting Configuration web page to access the Database Server
Configuration area.
Related Topics
Historical Reporting Configuration, page 13-2
The Purge Schedule Configuration Hyperlink
Use the Purge Schedule Configuration area to select a user for which you want to choose a reporting package for the Cisco Unified CCX Historical Reports system.
Click the Purge Schedule Configuration hyperlink on the navigation bar of the
Historical Reporting Configuration web page to access the Purge Schedule
Configuration web page.
Use the Purge Schedule Configuration for User area to select a reporting package for this user from the list of installed reporting packages.
Use the arrow buttons to toggle highlighted selections between the Installed
Report Page and Selected Reporting Package fields.
Related topic
Specifying Users for Historical Reporting, page 13-4
22-8
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 22 The Tools Menu
The Historical Reporting Menu Option
The Purge Schedule Hyperlink
Use the Purge Schedule Configuration area of the Historical Reports
Configuration web page to control the daily purge schedule and specify how long records should persist before the system purges them.
To access the Purge Schedule Configuration area, click the Purge Schedule
Configuration hyperlink on the navigation bar of the Historical Reporting
Configuration web page.
Related Topic
Configuring Automatic Purging, page 13-5
The Purge Schedule Configuration Hyperlink
Use the Purge Schedule Configuration area of the Historical Reports
Configuration web page to specify database size criteria for the purge and to whom purge notification should be sent.
To access the Purge Schedule Configuration area, click the Purge Schedule
Configuration hyperlink on the navigation bar of the Historical Reporting
Configuration web page.
Related Topic
Configuring Purge Schedule Configuration Parameters, page 13-7
The Purge Now Hyperlink
Use the Purge Now area to manually purge data.
Click the Purge Now hyperlink on the navigation bar of the Historical Reporting
Configuration web page to access the Purge Now area.
Related Topic
Cisco Unified CCX Administration Guide, Release 7.0(1)
22-9
Chapter 22 The Tools Menu
The User Management Menu Option
The Migration Status Hyperlink
Use the Migration Status area to view the impact of a migration status from one release to another.
Click the Migration Status hyperlink on the navigation bar of the Historical
Reporting Configuration web page to access the Migration Status area.
Related Topic
Verifying the Migration Status, page 13-10
The Unified WIM /Unified EIM Database Hyperlink
Use the WIM/EIM Database area to configure the database access details for a
Unified EIM or a Unified WIM database server.
Click the Unified WIM/Unified EIM Database hyperlink on the navigation bar of the Historical Reporting Configuration web page to access the Unified
WIM/Unified EIM database web page.
Related Topic
Database Details for Multichannel Reports, page 13-11
The User Management Menu Option
The User Management menu option allows you to assign access levels to Cisco
Unified CCX system administrators and supervisors.
When you configure a Cisco Unified CCX supervisor, you are configuring users who can access the Cisco Unified CCX Supervisor web pages. You are not creating a supervisor for Unified CCX.
Note
Only Administrators can update the Cisco Unified CCX system. You must select at least one Administrator, so that someone is available to perform updates.
22-10
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 22 The Tools Menu
The User Management Menu Option
To access the User Management web page to assign administrative privileges to administrators and supervisors, select Tools > User Management from the Cisco
Unified CCX Administration menu bar.
This page contains the following hyperlinks:
•
The User View Menu Option, page 22-11
•
•
•
The Name Grammar Generation Configuration, page 22-12
The Spoken Name Upload Menu Option, page 22-13
The Capability View Menu Option, page 22-14
Related Topics
•
Managing Unified CME Users, page 5-15
•
About Cisco Unified CCX User Capabilities, page 17-2
•
•
•
•
Configuring and Using Remote Monitoring, page 7-31
Creating a Remote Monitoring Supervisor, page 7-32
Assigning Resources and CSQs to a Supervisor, page 7-33
Viewing CSQ IDs for Remote Monitoring, page 17-8
•
•
Creating a Team Supervisor, page 7-37
Managing Unified CME Users, page 5-15
The User View Menu Option
To access the User Management web page to assign administrative privileges to administrators and supervisors, select Tools > User Management from the Cisco
Unified CCX Administration menu bar. Click the User View hyperlink on the left pane of the User Management Configuration web page to access the User
Configuration area.
Use the User View web page to view existing users and to create new users. You can provide a search string based on a users ID, first name, or last name. The user
ID column is hyperlinked to the user configuration page.
Cisco Unified CCX Administration Guide, Release 7.0(1)
22-11
Chapter 22 The Tools Menu
The User Management Menu Option
•
•
•
Related Topics
•
Configuring and Using Remote Monitoring, page 7-31
•
Creating a Remote Monitoring Supervisor, page 7-32
•
•
Assigning Resources and CSQs to a Supervisor, page 7-33
Configuring the Remote Monitoring Application, page 9-16 .
Viewing CSQ IDs for Remote Monitoring, page 17-8
Creating a Team Supervisor, page 7-37
•
Managing Unified CME Users, page 5-15
About Cisco Unified CCX User Capabilities, page 17-2
The Name Grammar Generation Configuration
Use the Name Grammar Generation Configuration web page to define scheduling information for the Name Grammar Generator.
Click the Name Grammar Generation Configuration hyperlink on the navigation bar of the User Maintenance Configuration web page to access Name
Grammar Generation Configuration area.
Name Grammars need to be generated if you wish to use the Name to User Step with ASR. The Name Grammar Generator scans the User Directory and creates a speech recognition grammar containing every user in the directory. These grammars are saved in the grammar repository.
You may use the Name Grammar Generator Configuration page to run the Name
Grammar Generator or schedule it to run at some later time. The page also displays date and time the Name Grammar Generator was last run and the completion status of that run.
The following fields are displayed on the Name Grammar Generation web page.
Field Description
Frequency
Run task on (hrs of day)
How often Name Grammar Generator is automatically run. Valid options: Never, Daily, Weekly.
Time of day to run the task.
Run task on (day of week) Day of week to run the task.
22-12
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 22 The Tools Menu
The User Management Menu Option
Field Description
Last Completed on (Display only.) Date of last generation.
Last Completion Result
Grammar Variant
(Display only.) The status after the last name grammar generation.
Select one or more grammar variants to generate: Valid options:
Current Status
•
•
OSR 3.1.x
Nuance
•
2003 SISR
(Display only.) Running status of the Name Grammar Generator.
Name Grammar Generation Configuration web page also contains the Generate
Name Grammar Now hyperlink, which triggers the Name Grammar Generator.
Note
Clicking this link will not apply changes to the scheduling configuration; you must click Update to apply scheduling changes.
The Spoken Name Upload Menu Option
When a caller requests to be transferred to a specific extension, Cisco Unified
CCX applications can play back a recording of the spoken name of the person to whom the caller has called. These spoken name recordings are stored as .wav files and managed by the Spoken Name Upload tool of the Cisco Unified
CCX Administration web interface.
To access the Spoken Name Prompt Upload web page, select the Spoken Name
Upload hyperlink in the navigation bar of the User Maintenance Configuration page.
The Spoken Name Prompt Upload web page also contains the Click Here for
More Recording Information hyperlink, which displays a text file in your browser with more information on recording spoken name prompts.
Related Topic
Add Spoken Name Prompts, page 10-15
Cisco Unified CCX Administration Guide, Release 7.0(1)
22-13
Chapter 22 The Tools Menu
The User Management Menu Option
The Capability View Menu Option
The Capability View web page also contains the following hyperlinks:
•
Administrator (see
The Administrator Capability View, page 22-14 )
•
Supervisor (see
The Supervisor Capability View, page 22-14
)
•
•
Historical User (see
The Reporting Capability View, page 22-15 )
Agent (see
The Agent Capability View, page 22-15 )
Related Topics
•
Managing Unified CME Users, page 5-15
•
Add Spoken Name Prompts, page 10-15
•
About Cisco Unified CCX User Capabilities, page 17-2
The Administrator Capability View
The capability view for the Administrator User Management web page contains a pane for the user(s) identified as the Cisco Unified CCX Administrator and another pane with the list of Available Users. Based on your requirements, you can move users back and forth between these two panes by clicking on the arrows in either direction.
Related Topics
•
The Capability View Menu Option, page 22-14
•
Managing Unified CME Users, page 5-15
•
Administrator Privileges, page 17-3
The Supervisor Capability View
The capability view for the Supervisor User Management web page contains a pane for the user(s) identified as the Cisco Unified CCX Administrator and another pane with the list of Available Users. Based on your requirements, you can move users back and forth between these two panes by clicking on the arrows in either direction.
22-14
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 22 The Tools Menu
The User Management Menu Option
Related Topics
•
Supervisor Privileges, page 17-3
•
Using the Cisco Unified CCX Supervisor Web Interface, page 17-6
•
•
The Capability View Menu Option, page 22-14
Managing Unified CME Users, page 5-15
The Reporting Capability View
The capability view for the Reporting Management web page contains a pane for the user(s) identified as the Cisco Unified CCX Administrator and another pane with the list of Available Users. Based on your requirements, you can move users back and forth between these two panes by clicking on the arrows in either direction.
If a user is assigned the Reporting capability, then the Configure Resource hyperlink becomes visible on the top right corner. This link allows the assigned agent to configure resource Configuration.
Related Topics
•
The Capability View Menu Option, page 22-14
•
Managing Unified CME Users, page 5-15
•
Historical Report User Privileges, page 17-4
The Agent Capability View
The capability view for the Agent User Management web page contains a pane for the user(s) identified as the Cisco Unified CCX Administrator and another pane with the list of Available Users. Based on your requirements, you can move users back and forth between these two panes by clicking on the arrows in either direction.
If a user is assigned the Agent capability, then the Configure Resource hyperlink becomes visible on the top right corner. This link allows the assigned agent to configure resources.
Cisco Unified CCX Administration Guide, Release 7.0(1)
22-15
Chapter 22 The Tools Menu
The Troubleshooting Tips Menu Option
Note
This role is assigned by default to Unified CME users with an Agent Extension association in Cisco Unified CCX.
Related Topics
•
The Capability View Menu Option, page 22-14
•
Managing Unified CME Users, page 5-15
•
The Troubleshooting Tips Menu Option
The Cisco Unified CCX system provides the Troubleshooting Tips tool as a way for you to search the troubleshooting database for suggestions on how to solve problems that may arise in the performance of your Cisco Unified CCX system.
Note
For more information, see the Cisco Unified CCX Servicing and Troubleshooting
Guide.
To access the Troubleshooting Tips web page, select Tools > Troubleshooting
Tips from the Cisco Unified CCX Administration menu bar.
The Troubleshooting Tips web page also contains a hyperlink to the Cisco
Technical Tips Website.
The following fields are displayed on the Troubleshooting Tips web page.
Field
Components
Description
(Drop-down list.) Restricts the search to a specific Cisco Unified CCX component.
Note
Selecting ALL will result in all components being searched for the problem keywords.
Enter Problem Keyword(s) Searches the troubleshooting database for specific keywords.
22-16
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 22 The Tools Menu
The Backup and Restore Menu Option
The Backup and Restore Menu Option
Choose this option to migrate the required data when a node is being upgraded,
To access the Backup and Restore Configuration web page, select Tools >
Backup and Restore from the Cisco Unified CCX Administration menu bar.
For additional information refer to the following documents:
•
For compatibility issues, see the
Cisco Unified CCX Software and Hardware
Compatibility Guide
.
•
•
For the latest information on this release, see the
Release Notes for Cisco
Unified CCX
.
For Installation issues, see the
Cisco Unified CCX Installation Guide
.
The Backup and Restore Configuration web page contains the following hyperlinks:
•
Status (see
•
•
•
•
Backup Storage Location (see Backup Storage Location, page 22-18 )
Backup Scheduler (see
Backup Scheduler, page 22-18 )
Backup Now (see
)
Restore Now (see
Status
Use this option to view the status of the backup or restore at each stage of your configuration.
Related Topics
•
Guidelines and Requirements, page 15-2
•
Backup Storage Location, page 22-18
•
•
•
Cisco Unified CCX Administration Guide, Release 7.0(1)
22-17
Chapter 22 The Tools Menu
The Backup and Restore Menu Option
Backup Storage Location
Use this option to specify the location of the file where the backup must be saved.
Related Topics
•
Guidelines and Requirements, page 15-2
•
Specifying the Backup Storage Location, page 15-4
•
•
•
Backup Scheduler
Use this option to ensure that the scheduled backup occurs at the designated time
Related Topics
•
Guidelines and Requirements, page 15-2
•
Configuring the Backup Scheduler, page 15-5
•
•
•
Backup Storage Location, page 22-18
Backup Now
Use this option to perform a manual backup at any time.
Related Topics
•
Configuring the Backup Scheduler, page 15-5
•
•
Guidelines and Requirements, page 15-2
Backup Storage Location, page 22-18
•
Performing a Backup Now, page 15-8
22-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 22 The Tools Menu
•
The Backup and Restore Menu Option
Restore Now
Use this option to recover all data that was compressed into the backup file.
•
•
•
Related Topics
•
Guidelines and Requirements, page 15-2
•
Configuring the Backup Scheduler, page 15-5
Backup Storage Location, page 22-18
Cisco Unified CCX Administration Guide, Release 7.0(1)
22-19
The Backup and Restore Menu Option
Chapter 22 The Tools Menu
22-20
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
23
The Help Menu
The Help Menu of the Cisco Unified Contact Center Express (Cisco Unified
CCX) Administration web interface provides access to online help for the Cisco
Unified CCX system.
Use the Help menu to access configuration procedures and descriptions of Cisco
Unified CCX components.
The Help menu contains the following menu options:
•
•
Contents and Index—Choose this option to view the entire Cisco Unified
CCX Administrator Guide online help system and index (see
The Contents and Index Option, page 23-2 ).
For this page—Choose this option to view context-sensitive help (see
For This Page Menu Option, page 23-3
).
•
•
Cisco Unified CCX Documentation on Cisco.com—Choose this option to view the documentation index page (see
The For This Page Menu Option, page 23-3 ).
About—Choose this option to view Cisco Unified CCX version information
(see
The About Menu Option, page 23-3
).
Cisco Unified CCX Administration Guide, Release 7.0(1)
23-1
Chapter 23 The Help Menu
The Contents and Index Option
The Contents and Index Option
To view the entire Cisco Unified CCX Administrator Guide online help system and index, choose Help > Contents and Index from the Cisco Unified
CCX Administration menu bar. The Cisco Unified CCX Administrator Guide
Online Help window opens.
When you click on any topic in the left pane, the section of the online help that corresponds to that topic appears in the right pane.
The table below describes the menu options in the Cisco Unified CCX
Administrator Guide Online Help window.
Table 23-1 Online Help Menu Options
Menu Option
Home
Search
Using Help
Glossary
View PDF
Contents
Index
Description
Returns you to the beginning of the online help document.
Opens a search window, in which you can search for specific words in the online help files.
Opens a file explaining how to use the online help files.
Opens a glossary of definitions for terms used in the Cisco Unified CCX Administrator Guide.
Opens a PDF
1
version of the Cisco Unified CCX
Administrator Guide.
Displays the contents of the Cisco Unified CCX
Administrator Guide online help files in the left pane of the online help window.
Displays the index of the Cisco Unified CCX
Administrator Guide online help files in the left pane of the online help window.
1.
PDF = Portable Document Format
23-2
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter 23 The Help Menu
The For This Page Menu Option
The For This Page Menu Option
To access context-sensitive help, open the web page for which you want help and choose Help > For This Page from the Cisco Unified CCX Administration menu bar. The Cisco Unified CCX Administration online help displays information that is specific to the open web page.
The Cisco Unified CCX Documentation Link Option
To access the complete Cisco Unified CCX documentation set for Cisco Unified
CCX, and Unified IP IVR, choose Help > Cisco Unified CCX Documentation
on Cisco.com from the Cisco Unified CCX Administration menu bar. A new browser window opens to display the following documentation index page: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_suppo rt_series_home.html
.
The About Menu Option
To access Cisco Unified CCX version information, choose Help > About from the
Cisco Unified CCX Administration menu bar. The Cisco Unified CCX
Administration web page opens, displaying version information and package information.
Cisco Unified CCX Administration Guide, Release 7.0(1)
23-3
The About Menu Option
Chapter 23 The Help Menu
23-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
C H A P T E R
Cisco Unified CCX Licensing
Packages
A
This appendix describes the features that are available with each Cisco Unified
CCX license package. It includes the following sections:
•
Application Availability by License Package, page A-2
•
•
•
•
•
Trigger Availability by License Package, page A-2
Subsystem Availability by License Package, page A-2
Historical Report Availability by License Package, page A-4
Cisco Unified CCX Services Availability by License Package, page A-4
Cisco Unified CCX Component Availability by License Package, page A-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
A-1
Chapter A Cisco Unified CCX Licensing Packages
Application Availability by License Package
Application Availability by License Package
The following table lists the applications available with each license package.
Application
Cisco Script Application
Unified
IP IVR
Busy
Ring No Answer X
Unified ICME Post Routing X
Unified ICME Translation
Routing
X
X
X
Unified CCX
Standard
X
X
X
Unified CCX
Enhanced
X
X
X
Unified CCX
Premium
X
X
X
Trigger Availability by License Package
The following table lists the triggers available with each license package.
Trigger
Unified CM Telephony
Unified CME Telephony
HTTP
X
X
Unified
IP IVR
X
Unified CCX
Standard
X
X
Unified CCX
Enhanced
X
X X
X
Unified CCX
Premium
X
Subsystem Availability by License Package
The following table lists the subsystems available with each license package.
Subsystem
CMT Subsystem
Core RTR Subsystem
Unified
IP IVR
X
X
Unified CCX
Standard
X
X
Unified CCX
Enhanced
X
X
Unified CCX
Premium
X
X
Cisco Unified CCX Administration Guide, Release 7.0(1)
A-2
Chapter A Cisco Unified CCX Licensing Packages
Subsystem Availability by License Package
Subsystem
Database Subsystem eMail Subsystem
Enterprise Server Data
Subsystem
HTTP Subsystem
Unified CM Telephony
Subsystem
Unified CME Telephony
Subsystem
MRCP ASR Subsystem
X
MRCP TTS Subsystem
Outbound Subsystem
1
RmCm Subsystem X
Voice Browser Subsystem X
VoIP Monitor Subsystem
X
X
X
X
Unified
IP IVR
X
X
Unified CCX
Standard
X
X
X
X
Unified CCX
Enhanced
X
X
X
X
Unified CCX
Premium
X
X
X
X
X
X
X
X
X
X
X
X
X
1.
Effective Cisco Unified CCX 7.0, the Outbound feature does not require an additional Outbound feature licence. The Outbound feature comes as part of the Premium licence package.
Cisco Unified CCX Administration Guide, Release 7.0(1)
A-3
Chapter A Cisco Unified CCX Licensing Packages
Historical Report Availability by License Package
Historical Report Availability by License Package
The following table lists the historical reports available with each license package.
Historical Report Type
Cisco Interactive Manager
(CIM) for Unified EIM and
Unified WIM
1
Unified IP IVR
Unified CCX Standard
Unified CCX Enhanced
Wrap-up code and reports
Unified
IP IVR
X
Unified CCX
Standard
X
X
Unified CCX
Enhanced
X
Unified CCX
Premium
X
X
X
X
X
X
1.
The Unified EIM/WIM feature requires an additional CIM license along with the Unified CCX Premium license.
Cisco Unified CCX Services Availability by License
Package
The following table lists the Cisco Unified CCX Services available with each license package.
Cisco Unified CCX Services None
1
Cisco Unified CCX Cluster
View Daemon
X
X Cisco Unified CCX
Administration
Cisco Unified CCX Engine
Unified
IP IVR
X
X
X
X
X
Unified CCX
Standard
X
Unified CCX
Enhanced
X
Unified CCX
Premium
X
X
X
X
X
A-4
Cisco Unified CCX Administration Guide, Release 7.0(1)
Chapter A Cisco Unified CCX Licensing Packages
Cisco Unified CCX Services Availability by License Package
Cisco Unified CCX Services None
1
Cisco Desktop Call/Chat
Service
Cisco Desktop Enterprise
Service
Cisco Desktop IP Phone
Agent Service
Cisco Desktop LDAP
Monitor Service
Cisco Desktop License and
Resource Manager
Cisco Desktop Recording
Service (call recording)
Cisco Desktop Recording and Statistic Service
Cisco Desktop Sync Service
Cisco Desktop VoIP Service
Unified
IP IVR
X
X
X
X
X
X
Unified CCX
Standard
X
Unified CCX
Enhanced
X
Unified CCX
Premium
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
X
Microsoft DTC
2
Microsoft SQL Agent
X
X
X
X
X
X
X
X
Cisco Unified CCX SQL
Server - Agent
Cisco Unified CCX SQL
Server - Config
Cisco Unified CCX SQL
Server - Historical
Cisco Unified CCX SQL
Server - Repository
X
X
X
X
X
X
X
1.
Available upon installation, before license package is activated.
2.
Distributed Transaction Coordinator (DTC)
X
X
X
X
X
X
X
X
Cisco Unified CCX Administration Guide, Release 7.0(1)
A-5
Chapter A Cisco Unified CCX Licensing Packages
Cisco Unified CCX Component Availability by License Package
Cisco Unified CCX Component Availability by
License Package
The following table lists the Cisco Unified CCX Component available with each license package.
Cisco Unified CCX
Component
Cisco Unified CCX Node
Manager
Cisco Unified CCX Engine
Cisco Unified CCX
Repository Datastore
Cisco Unified CCX
Historical Datastore
Cisco Unified CCX
Configuration Datastore
Cisco Unified CCX Agent
Datastore
Cisco Unified CCX
Recording
Cisco Unified CCX
Monitoring
None
X
1
Unified
IP IVR
X
X
X
X
X
Unified CCX
Standard
X
X
X
X
X
X
1.
Available upon installation, before license package is activated.
X
X
X
X
X
X
Unified CCX
Enhanced
X
Unified CCX
Premium
X
X
X
X
X
X
X
X
Support Scalability for Unified CME
See the Release Notes for Cisco Unified CCX, Release 7.0
at http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_release
_notes_list.html
.
A-6
Cisco Unified CCX Administration Guide, Release 7.0(1)
G L O S S A R Y
A - C - D - E - F - G - I - J - L - M - N - P - R - S - T - V - W - X
A
ACD
Automatic Call Distribution. A feature that automatically routes incoming calls to the next available or longest idle agent or attendant in a line hunt group.
alarm
Signals that declare the run-time status and state of the Cisco Unified CCX system and provide information for troubleshooting. Alarms can be forwarded to a Syslog server, to an SNMP trap subagent, or to a Windows Event Log.
alarm catalog
A file that contains alarms definitions.
alarm definition
A list of alarms and their properties. The definition for each alarm includes the alarm name, a description, an explanation, recommended actions, and related information.
alarm message
An alarm name followed by the reason for the alarm or the module name.
alarm service
A Windows service that receives alarms from the Cisco Unified CCX Engine and its subsystems.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-1
Glossary application
In general, an application is a program that helps you accomplish a specific task; for example, a word processing program, a spreadsheet program, or an FTP client. Applications should be distinguished from system programs, which control the computer and run applications, and utilities, which are small assistance programs. In Cisco Unified CCX, an application represents a configured combination of one or more triggers, a script, and the values for any parameter in that script.
Application Engine
A group of Java beans that can be combined in many ways to create applications such as Unified IP IVR.
The Application Engine is the execution vehicle for all Cisco Unified CCX based applications including
Cisco Unified Contact Center Express and Cisco Unified IP IVR scripts.
ASR
Automatic Speech Recognition. A technology that allows users of IVR systems to speak entries rather than enter numbers on a keypad.
Automatic Call Distribution
See ACD.
Automatic Speech Recognition
See ASR.
C
Call control group
Allows you to control how the Cisco Unified CCX system uses CTI ports.
Call queuing
A method of handling calls until they can be answered by an agent.
Campaign
A grouping of contacts for a particular purpose, such as a sales drive or a general announcement to a group of customers. Campaigns are used by Cisco Unified Outbound Preview Dialer to automatically place outgoing calls to a specific list of contacts.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-2
Glossary
Campaign manager
A Campaign Manager is the main control program of the Cisco Unified Outbound Preview Dialer. It maintains campaigns, dialer configuration, and current campaign data.
CDP
Cisco Discovery Protocol. Media- and protocol-independent device-discovery protocol that runs on all
Cisco-manufactured equipment including routers, access servers, bridges, and switches. Using CDP, a device can advertise its existence to other devices and receive information about other devices on the same LAN or on the remote side of a WAN. CDP runs on all media that support SNAP, including LANs,
Frame Relay, and ATM media.
Cisco Unified CCX Alarm Service
A Windows service automatically installed as part of Cisco Unified CCX installation that receives alarms about system events from the Cisco Unified CCX Engine and its subsystems. These alarms are defined in XML format in files called catalogs, which are set up as part of the Cisco Unified CCX installation process.
CISCO-CCM-MIB
Cisco Unified Communications Manager Management Information Base. Exports the data in the Cisco
Unified Communications Manager (Unified CM) database and other data sources. Examples of data exports include Unified CM group tables, region tables, time zone group tables, phone detail tables, gateway information tables, and status traps.
Cisco Unified CCX
Cisco Unified CCX. A platform that offers integrated application functionality, including Cisco Unified
Contact Center Express (Unified CCX) for contact center functionality such as ACD, CTI, IVR, and
Cisco Unified IP IVR (Unified IP IVR) for call treatment and self-help automation, an option for an IP
Contact Center that provides call treatment to calls in queue.
Cisco Unified CCX Editor
A Windows tool with which application designers create new scripts or modify existing scripts. The visual scripting tool allows designers to drag and drop call-flow steps from a palette into the main design window.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-3
Glossary
Cisco Unified CCX Engine
Execution vehicle for Cisco Unified CCX scripts. The Cisco Unified CCX Engine can run multiple scripts simultaneously. On startup, the Cisco Unified CCX Engine loads all scripts and configuration information from the Cisco Unified CCX configuration datastore server. Individual scripts can be updated in real time and manually pushed to the Cisco Unified CCX Engine without restarting the engine. Scripts that are running when a download occurs will not be affected by updates; they will run to completion with the pre-update logic. One Unified CM can support multiple Cisco Unified CCX engines, but the Cisco Unified CCX engines bind to only one Unified CM.
One Unified CM supports many Cisco Unified CCX Clusters (and not just one engine) and one Cisco
Unified CCX cluster, which may contain up to 2 Cisco Unified CCX Engines, binds to one Unified CM.
Cisco Unified Contact Center Enterprise (Unified CCE)
Unified CCE can also handle traditional ACD calls and functions as a virtual ACD. Capabilities of
Unified CCE include intelligent multichannel contact routing, ACD functionality, network-to-desktop
CTI, IVR integration, call queuing, and consolidated reporting.
Cisco Unified Contact Center Express (Unified CCX)
Unified CCX is an application that uses the Cisco Unified CCX platform to provide a multimedia (voice, data, and web) IP-enabled customer-care environment to enhance the efficiency of contact center.
Unified CCX is available in Unified CCX Standard, Unified CCX Enhanced, and Unified CCX Premium packages.
Cisco Unified Contact Center Express (Unified CCX) Call Monitoring Server
Dedicated server that provides for call monitoring.
Cisco Unified Contact Center Express (Unified CCX) Call Statistics, Recording, and Monitoring Server
Dedicated server that maintains Unified CCX call statistics and that provides for recording and call monitoring for Unified CCX Enhanced.
Cisco Unified E-Mail Interaction Manager (Unified EIM)
Unified EIM increases agent productivity through a powerful, visual workflow designer that helps create the e-mail handling process. Using the required service level agreement (SLA) triggers, you can automate email routing and monitoring. This e-mail collaboration provides full HTML support for both
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-4
Glossary
inbound and outbound communications, the ability to attach larger files from the agent desktop is supported, and powerful content-parsing capabilities in the product enable auto-suggestions from the knowledge base.
Cisco Unified Intelligent Contact Management Enterprise (Unified ICME)
The Unified CCE component that is responsible for making routing decisions and performing ACD functions. In Cisco Unified CCX with the IPCC Gateway PG, Unified CCX can be integrated as an ACD with Unified ICME software.
Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) subsystem
A subsystem of the Unified IP IVR system that allows that system to interact with Unified ICME.
Unified ICME provides a central control system that directs calls to various human and automated systems, such as Voice Response Units (VRUs) and ACDs.
Cisco Unified Outbound Preview Dialer (Outbound)
Allows agents who are not busy with inbound calls to handle outbound calls, thereby maintaining high level of agent productivity. The Outbound provides the ability to create and schedule Outbound campaigns for Unified CCX. The Contacts to Dial are kept in the Cisco Unified CCX Database. A campaign selects agents from CSQs assigned to it.
Cisco Unified Web Interaction Manager (Unified WIM)
Unified WIM ensures that your online customers are connected easily and seamlessly to the right agent every time. It also provides powerful file-sharing capabilities which allows agents to easily share files residing on their desktop. Advanced co-browsing capabilities allow agents and the customers to fill out forms together, field by field, even highlighting specific areas of a form or Web page for additional clarity.
Configuration Datastore Server (CDS)
The Cisco Unified CCX Configuration Datastore Server (CDS) manages and shares configuration, component, and application information within the Cisco Unified CCX cluster and communicates with
Unified CM.
Cisco Discovery Protocol
See CDP.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-5
Glossary
Cisco Media Termination
See CMT.
CISCO-VOICE-APPS-MIB
Cisco Voice Applications Management Information Base. Provides information about supported SNMP traps.
CiscoWorks
CiscoWorks, available as a package separate from Cisco Unified CCX, provides a suite of web-based applications for managing Cisco devices. It is the network management system (NMS) of choice for the
Cisco Unified CCX system and for other Cisco Unified Communications family of products.
Cluster
A Cisco Unified CCX cluster consists of a server (node) running Cisco Unified CCX components in your
Cisco Unified CCX deployment.
Cluster profile
The Cisco Unified CCX web page (home page) displays information about the cluster profile. A cluster profile includes data relating to the Cisco Unified CCX servers, components, and licenses installed in a cluster.
CMT
Cisco Media Termination. An option to terminate the media on an agent's personal computer.
Codec
Coder/Decoder. A sampling and compression algorithm.
Comma-Separated Value
See CSV.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-6
Glossary
Component
An installation unit, either hardware or software, that you can install in a Cisco Unified CCX system.
Cisco Unified CCX software components include the Cisco Unified CCX Engine, the Database component, the Monitoring component, and the recording component. Hardware components include servers and client computers. You select the components you want when you install the system
Configuration file
A file containing information for a computer or an application.
Contact
A connection with a remote customer.
Contact Service Queue
See CSQ.
Cisco Unified CCX Datastores
Components that allow you to manage and monitor historical, repository, and configuration data across all servers in the Cisco Unified CCX cluster.
CSQ
Contact Service Queue. In Unified CCX, a CSQ is a call queue associated with one and only one Unified
CM CTI Route Point.
CSV
Comma-separated value. A text file format used as a way of recording database fields.
CTI
Computer Telephony Integration. The name given to the merger of traditional telecommunications
(PBX) equipment with computers and computer applications. The use of caller ID to retrieve customer information automatically from a database is an example of a CTI application.
CTI Port
A virtual port, analogous to a trunk line in a traditional ACD or PBX setting. A CTI Port allows access to the post-pouting capabilities of Unified IP IVR.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-7
Glossary
CTI Port Group
A group of access points into the Unified CCX telephone network.
CTI Route Point
A virtual device that can receive multiple simultaneous calls for the purpose of application-controlled redirection.
Customizer
A window used to configure the properties of a step in the Cisco Unified CCX Editor.
D
Datastores
See Cisco Unified CCX Datastores
Data type
In a programming language, a set of data with values having predefined characteristics. Examples include integer, floating point unit number, character, string, and pointer. Usually, a limited number of such data types come built into a language. The language usually specifies the range of values for a given data type, how the values are processed by the computer, and how they are stored.
Default script
A script that gracefully terminates a call in the event of an error in the main script.
Deployment scenario
A set of Cisco Unified CCX features and options on a server or servers.
Dialing list
A file containing a list of customer account numbers, names, and phone numbers that can be imported as contacts for a specific outward bound campaign.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-8
Glossary
Directory profile
The directory profile describes the directory structure. It contains the directory host name or IP address, directory port number, directory user (DN), directory password, base context, server type, and configuration profile name. For each Unified IP IVR system, a directory profile must be created. There are two directories associated with each Unified IP IVR system: the Configuration Directory and the
Repository Directory (called “the Repository”).
Direct preview dialing mode
A mode of dialing in the Outbound In this mode, Cisco Agent Desktop (CAD) software enables agents to view outbound call requests automatically placed by the system.
DTMF
Dual Tone Multi-Frequency. The signal to the telephone company that is generated when you press a key on a telephone keypad. With DTMF, each key you press on your phone generates two tones of specific frequencies. So that a voice cannot imitate the tones, one tone is generated from a high-frequency group of tones and the other from a low-frequency group. Unified CCX telephone keypad presses resulting in
DTMF is often used to capture customer input to IVR prompts.
Dual Tone Multi-Frequency
See DTMF.
E
Event
An occurrence that is significant to an application and that may call for a response from the application.
Excel (XLS) format
Format of data in the Microsoft Excel spreadsheet application.
Export
To convert a file from the format of one application to the format of another application, or to move data out of one file and import it into another file.
Expression
A formula, evaluated when a Cisco Unified CCX script executes, to determine the value of a variable.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-9
Glossary
F
Field (also database field)
An item in a database record. For example, Name, City, or Zip Code. A group of fields make up a record.
G
Grammar
A set of spoken phrases or DTMF digits that can be recognized by a script.
I
ICME
See Unified ICME
Interactive Voice Response
See IVR.
IP Phone Agent
A Unified CCX agent without a personal computer. The agent logs in, logs out, and changes states using the Cisco IP Phone screen.
IVR
Interactive Voice Response. A system that provides information as recorded messages over telephone lines in response to user input in the form of spoken words or, more commonly, DTMF signaling.
J
Java Database Connectivity
See JDBC.
Java Telephony Application Programming Interface
See JTAPI.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-10
Glossary
JDBC
Java Database Connectivity. A Java API that enables Java programs to execute SQL statements, allowing
Java programs to interact with any SQL-compliant database. Because nearly all relational DBMSs support SQL, and because Java itself runs on most platforms, JDBC makes it possible to write a single database application that can run on different platforms and can interact with different database management systems (DBMSs). JDBC is similar to Open Data Base Connectivity (ODBC) but is designed specifically for Java programs, whereas ODBC is language-independent.
JTAPI
Java Telephony Application Programming Interface. A call control model developed by Sun
Microsystems.
JTAPI call control groups
A pooled series of CTI ports that the Cisco Unified CCX system uses to serve calls as they arrive at the
Cisco Unified CCX server.
L
Log file
A file that keeps track of the activity of a computer or an application.
M
Master service
The service that controls the service-specific function in a Cisco Unified CCX cluster where you can have more than one service of the same type. Only one service of a given type can be the master within the Cisco Unified CCX Engine component. You cannot configure the master service.
MCS
Media Convergence Server. A turnkey server platform for Cisco Unified CCX.
Media Termination
See CMT.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-11
Glossary
Management Information Base
See MIB.
Media Convergence Server
See MCS.
Media Termination
See CMT.
MIB
Management Information Base. Database of network management information that is used and maintained by a network management protocol, such as SNMP or CMIP. The value of a MIB object can be changed or retrieved using SNMP or CMIP commands, usually through a graphical user interface network management system. MIB objects are organized in a tree structure that includes public
(standard) and private (proprietary) branches.
MRCP
Media Resource Control Protocol. An application level protocol that enables client devices requiring audio/video stream processing to control media service resources like Speech Synthesizers (TTS),
Speech Recognizers (ASR), Signal Generators, Signal Detectors, Fax Servers, and so on over a network.
This protocol is designed to work with streaming protocols like Real Time Streaming Protocol (RTSP) or Session Initiation Protocol (SIP) which help establish control connections to external media streaming devices, and media delivery mechanisms like Real Time Protocol (RTP).
N
Node
A computer that is linked to other computers in a network of computers.
P
Palette
A grouping of steps in the Cisco Unified CCX Editor.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-12
Glossary
Pane
A part of a window that is devoted to a specific function.
PIM
Peripheral Interface Manager. The Cisco proprietary interface between a peripheral device and the
Peripheral Gateway.
Ports
In a communications network, a logical channel identified by its unique port number.
Post-Routing
Process of making a routing decision after a call reaches a termination point.
Pre-Routing
Process of making a routing decision before a call reaches a termination point.
Prompts
A message from a computer that asks the operator to do something, such as enter a command, enter a password, or enter data, or that indicates that the computer is ready to accept input.
Purge
To delete both a set of data and all references to the data.
R
Real-Time Transport Protocol
See RTP.
Record (also database record)
In a database, a group of fields that make up one complete entry. For example, record about a customer might contain fields for name, address, and telephone number.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-13
Glossary
Repository
The subdirectory in the configuration datastore where Cisco user scripts are stored. You manage your
Cisco scripts with the Repository Manager.
Resource
Agent enabled to handle Unified CCX calls.
Resource group
A set of related resources.
RTP
Real-Time Transport Protocol. One of the IPv6 protocols. RTP is designed to provide end-to-end network transport functions for applications transmitting real-time data, such as audio, video, or simulation data, over multicast or unicast network services. RTP provides services such as payload type identification, sequence numbering, time stamping, and delivery monitoring to real-time applications.
S
Scheduler
A program that resides on a Cisco Unified CCX Historical Reports client computer. The Scheduler maintains information about each scheduled report, including when the report should execute and what information the report should contain. The scheduler also executes scheduled reports at their scheduled times, based on the time and date of the Cisco Unified CCX Historical Reports client computer.
Script
A sequence of steps constructed in the Cisco Unified CCX Editor. Scripts are sometimes also called
flows, call flows, or work flows since scripts control the flow of a call.
Server
A computer that provides services or resources to other computers (called clients) connected to it through a network.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-14
Glossary
Service
A program, routine, or process that performs a specific system function to support other programs, particularly at a low (close to the hardware) level. In Cisco Unified CCX, you can have a master service and a standby service.
Serviceability
Enables remote network management support for the Cisco Unified CCX system. Serviceability enables this support through CiscoWorks and through any other third-party network management system (NMS) that uses standard protocols.
Session (historical reporting)
Historical reporting seats are also called historical reporting sessions. Historical reporting sessions
(seats) refer to the number of historical reporting clients that can be started at the same time on different client machines.
Session (script)
An object that stores information about a caller as they move through a script
Simple Network Management Protocol
See SNMP.
Skill
Designated competency of an agent in a given area. Enables agents to handle calls associated with their expertise.
Skill Based Routing
The routing of calls to agents with designated skills.
Snapshot Agent
Generates a snapshot or image of the current database data.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-15
Glossary
SNMP
Simple Network Management Protocol. The standard protocol for network management software. Using
SNMP, programs called SNMP agents monitor devices on the network. Another program collects the data from the agents. The database created by the monitoring operations is called a management information base (MIB).
SNMP agent
Simple Network Management Protocol agent. Hardware or software that monitors devices on a network.
Data from an SNMP agent, which is contained in a MIB, helps in network management and troubleshooting.
SNMP service
A Windows service that provides a framework for SNMP and provides the SNMP agent that interfaces with SNMP subagents.
SNMP subagent
Cisco provides SNMP subagents to support each Cisco MIB. The SNMP service loads the Cisco SNMP subagents and it exchanges SNMP messages with the SNMP subagents. The SNMP service formats information as MIBs and sends this information to a Network Management System (NMS). It also sends traps from the SNMP subagents to the appropriate SNMP trap receivers.
Step
A single element in the Cisco Unified CCX Editor that accomplishes a specific function
Subfacility
A traceable software component.
Subsystem
Extensible modular development environment that performs a particular function.
Syslog
A Cisco standard that allows for logging of errors across an enterprise. Provides local logging of network events to files. Also provides remote logging to various systems via standard protocols.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-16
Glossary
T
Table (also database table)
A presentation of information organized in rows and columns.
Text-to-Speech
See TTS.
Trace (also trace file)
A TCP/IP utility that allows you to determine the route packets are taking to a particular host. Trace route works by increasing the “time to live” value of packets and seeing how far they get, until they reach the given destination.
Trap (also SNMP trap)
A program interrupt, usually caused by some exceptional situation in an application. In most cases, after such an interrupt, the operating system performs some action, then returns control to the application.
Trigger
Signals that respond to incoming contacts at a specified route point by selecting telephony and media resources to serve the contact and invoking application scripts to handle it. The Cisco Unified CCX system uses JTAPI triggers to start responses to telephone calls and HTTP triggers to start responses to
HTTP requests. In these cases, telephone numbers and Web addresses (associated with the triggers) act as the triggers.
TTS
Text-to-Speech. A speech synthesis application that creates a spoken sound version of the text in a document or database.
TTS Client
A component of TTS that must reside on the Cisco Unified CCX server.
TTS Server
A dedicated server that converts text into speech and plays it back to the caller.
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
GL-17
Glossary
V
Variable
A placeholder for data.
VXML (also VoiceXML)
Voice Extensible Markup Language. Allows a user to interact with the Internet through voice-recognition technology.
Variable
A placeholder for data.
W
Wrap-up
Call-related work performed by an agent after the call is over. An agent performing wrap-up is in either the Work Ready or Work Not Ready state. Often includes entering data, filling out forms and making outbound calls necessary to complete the transaction. The agent is unavailable to receive another inbound call while in this mode.
X
XML
Extensible Markup Language. A programming language developed by the World Wide Web Consortium that allows Web developers to create customized tags that will organize and deliver efficiently. XML is a metalanguage, containing a set of rules for constructing other markup languages.
GL-18
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
A
AAR files
group
management
uploading files
active server
adding triggers
administrator privileges
agent capabilities
configuring teams
datastore contents
handling callbacks
user privileges
alarm settings
alternative pronunciation
Call by Name window
Call by Name window, how to add
application by package license
I N D E X
configuration overview
management
report
server
architecture, cluster
ASR installation guidelines
provisioning
authentication mixed mode
Automated Alternate Routing see AAR
automatic failover
Automatic Speech Recognition
B
backup phase requirement
schedule
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
IN-1
Index
Backup and Restore busy application
C
application
requirements tasks
about
provisioning
cache size contact records
call control channel
calling search space ignore setting
restrict users
Unified CME Telephony trigger setting
Unified CM Telephony trigger setting
usage
call processing during failover
call waiting disabling in Unified CM
campaigns importing contacts
Outbound subsystem
time changes
capabilities users
channels
CIM provisioning
license
circular resource selection
Cisco Desktop Administration
Cisco IP Agent and Supervisor desktops about
Cisco Media subsystem about
provisioning
Cisco Script Application adding
adding a trigger
Cisco Security Agent usage
Cisco TelePresence application
Cisco Unified CCX Administration connecting
Cisco Unified CCX Administration web interface about
configuration web pages
menu bar and menus
using "Add a New . . . Hyperlink"
using navigation bars
Cisco Unified CCX Administrator changing password
synchronizing password
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
IN-2
Index
Cisco Unified CCX Admin utility about
logging on
Cisco Unified CCX applications configuration overview
Cisco Unified CCX Cluster profile
Cisco Unified CCX cluster profile
Cisco Unified CCX component availability by package license
Cisco Unified CCX components
Cisco Unified CCX Editor, about
Cisco Unified CCX Engine about
configuring tracing
starting and stopping
tracing files
Cisco Unified CCX Engine subsystems
Applications
Cisco Media
Core Reporting
Database
Enterprise Server
HTTP
MRCP ASR
RmCm
TTS
Unified CM Telephony
Unified ICME
Cisco Unified CCX platform, about
Cisco Unified CCX product family about
Unified CCX
Unified IP IVR
Cisco Unified CCX Server, about
Cisco Unified CCX Serviceability utility launching
node information, updating
properties files, updating
Unified CM IP address, updating
Unified CM LDAP information, updating
Cisco Unified CCX supervisor web
Cisco Unified CCX user options web
Cisco Unified Communications components about
Cisco IP Agent and Supervisor desktops
Cisco Unified CCX Admnistration web
Cisco Unified CCX Editor
Cisco Unified CCX Server
historical reports database server
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
IN-3
Index
MRCP ASR server
MRCP TTS
Unified CCX call statistics, recording, and monitoring server, about
Unified CM
Unified CME
Cisco Unified Email Interaction Manager
Multichannel reports
Cisco Unified IP IVR, about
Cisco Unified Web Interaction Manager
Multichannel reports
cluster active server
architecture
cluster manager
cluster view daemon
restore dependency
restore guideline
cluster, definition
cluster setup backup operation
CMT dialog channels, about
CMT dialog group about
CMT dialog interactions, about
CM Telephony
Call Control group configuration
provider configuration
CM Telephony providers
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
about
CM Telephony subsystem configuration overview
configuring CM Telephony providers
competence level, about
component, definition
components, activating
Computer Telephony Interface
configuration datastore server
configuration checklist
Outbound subsystem
configuration data
Configuration datastore, contents
Configuration Datastore Server in service
configuration updates
Outbound subsystem
configuring, definition
Contact Service Queues about
creating
deleting
contact summary report
Outbound
IN-4
Index
control center management
Core Reporting subsystem, about
CPU utilization and VRU scripts
creating campaigns
CSA
CSQ restore requirement
about
creating
Outbound percentage
Outbound subsystem percentage
resource based
skill based
Subsystems menu
CSQ Cisco Unified CCX Stats report
CTI managing clusters
port device and route point
CTI Ports
Unified CME guidelines
custom classpaths for custom classes, steps, subsystems
steps
subsystems
custom file configuration
custom file configuration (System menu)
D
daily purge schedule about
database maximum connections
MS SQL 2000
parameter
password
username
database connectivity polling
database purging, manual
Database subsystem about
adding ODBC datasource
configuration overview
defining ODBC datasource
supported Enterprise Databases
datasource, adding
datasource usage report
Datastore
datastore failover support and high availability
datastore control center
datastores starting, stopping, and restarting
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
IN-5
Index
Daylight Savings Time see DST
db_cra database area code mapping
db_cra repository
default schedule restore
devices by package license
dialing functionality
dialing lists importing
dialing mode direct preview
dialing prefixes geographic area
Directory Number associations
Directory Number information
disabling the Scheduler
do_not_call list national
document file unzipping after upload
documents about
Do Not Call list
IN-6
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Outbound subsystem
DST
Outbound subsystem
E
eMail subsystem about
enabling campaigns
enabling the Scheduler
engine tasks report
Enterprise Server subsystem, about
expansion server, about
F
failover and call processing
automatic
files adding zip
G
general properties
Outbound subsystem
geographic region
Outbound support
grammars about
H
handling callbacks
Help menu
About
Contents and Index
For this Page
high availability
Historical datastore, contents
historical reporting client
configuration overview
configuring users
historical reporting database configuring daily purge schedule
configuring database server
importing data files
purge configuration
historical reports by package license
historical reports database purging manually
I
historical reports database server about
historical report user capabilities
historical report user privileges
HTTP subsystem about
configuration overview
HTTP triggers, adding
Index
importing campaigns
importing contacts dialing lists
installation guidelines
Integrated Service Router see ISR
international area codes mapping
invalid number handling callbacks
IP address, updating (examples)
ISR
Cisco Unified CME integration
Unified CME integration
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
IN-7
Index
K
keep alive session management
L
LDAP server information (System menu)
least skilled by order
by weight
license adding components
application availability
CIM (Unified EIM/Unified WIM)
Cisco Unified CCX component availability
database subsystem
eMail subsystem
historical report availability
HTTP subsystem
multichannel reports
product
service availability
subsystem availability
Unified CME Telephony subsystem
Unified CM Telephony subsystem
Unified ICME subsystem
linear resource selection
log file, automatic purging activities
logging alarms
logging traces
logout (System menu)
longest available resource selection
M
MADM directory
manage scripts
managing users
master server
master service, definition
media channel
migrating Unified CM Telephony provider
missed callback
mixed mode
most handled contacts resource selection
most skilled by order
by weight
resource selection
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
IN-8
MRCP ASR groups configuration
provider configuration
provisioning
MRCP ASR server, about
MRCP ASR subsystem about
configuration overview
provisioning
MRCP TTS locals configuration
provider configuration
provisioning
MRCP TTS server, about
MRCP TTS subsystem about
provisioning
MS SQL 2000 database
multichannel license
multiple-node deployment restore operation
multiple time zones
N
national do_not_call list
navigation bar using
Network Interface Cards see NIC
Network Time Protocol
See NTP
NIC
Backup and Restore guideline
nickname
node, definition
NTP configuration
Index
O
ODBC datasource about
adding
defining
Outbound
Outbound Subsystem in service
Outbound subsystem
Overall Unified CCX Stats report
P
passwords, changing
Cisco Unified CCX Administrator
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
IN-9
Index
passwords, synchronizing
Cisco Unified CCX Administrator
UCCXHistRrptUsr
pending records
Outbound subsustem
pending state
plug-ins
point system for provisioning channels
product licenses
product license database subsystem
eMail subsystem
HTTP subsystem
Unified ICME subsystem
prompts about
adding spoken name prompt
recording
provisioning, definition
provisioning call control groups
Provisioning checklist
Unified CCX subsystem
provisioning checklist telephony and media resources
publisher
cluster manager
snapshot agent
purge configuration parameters
PurgeProcess.log
purging automatic
manual
purging, manually
Q
queuing calls with Unified CCX
R
real-time reports about
application tasks
application tasks summary
available reports
contacts
contact summary
datasource usage
engine tasks
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
IN-10
Overall Unified CCX Stats
printing reports
Resource Unified CCX Stats
running reports
sessions
setting appearance
setting options
viewing subreports
recording files
recover
Refresh All button
relect master server
Remote Monitoring application about
provisioning
remote server
removing a server
Repository datastore, contents
Resource based CSQ
resource groups creating
deleting
modifying name
Resource Manager, about
Resource pool selection criteria between skills and groups
Index
resources assigning to resource groups and skills in bulk
assigning to resource groups and skills
removing skills from individual
resource selection
least skilled by order
least skilled by weight
linear
longest available
most handled contacts
most skilled
most skilled by order
most skilled by weight
shortest average handle time
Resource Unified CCX Stats report
restore default schedule
restore operation
off-peak hours
resynchronizing
Cisco JTAPI Client
Unified CM Telephony data
Unified CM Telephony information
retention period
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
IN-11
Index
merge replication
Ring-No-Answer application about
provisioning
RmCm provider about
provisioning
RmCm subsystem in service
RmCm subsystem, about
RNA application about
provisioning
S
scheduling callbacks
Outbound subsystem
script application about
configuration overview
script management
script repository
scripts about
deleting
refreshing
renaming
server disabing
removing
servers
Cisco Unified CCX and expansion
server services, stopping SQL
service, definition
Session Initiation Protocol see SIP
shortest average handle time
single-node deployment restore operation
SIP router integration
Skill based CSQ
skills creating
deleting
modifying name
removing
removing from individual agents
snapshot agent
IN-12
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Index
publisher
spoken name prompt adding
SQL server service dependencies
staging directory
standby service, definition
storage location backup
subscriber cluster manager
database
subscription agent
subscription agent subscriber
subsystems by package license
Subsystems menu
Add a New Dialog Control Group
adding HTTP triggers
adding teams
agent-based routing
assigning skills
Cisco Media
CM Telephony
CM Telephony Call Control group configuration
CM Telephony provider configuration
CM Telephony triggers configuration
database configuration eMail
HTTP supervisor about
MRCP ASR
MRCP TTS
VRU scripts
System menu
supervisor capabilities supervisor privileges control center
resource group
resources
RmCm provider
teams
Unified CCX
Unified CME Telephony Call Control group configuration
Unified CME Telephony provider configuration
Unified CME Telephony triggers configuration
Unified ICME
configuring teams
alarm and trace configuration
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
IN-13
Index
systems parameters (System menu)
T
datastore control
LDAP Information
system parameters
team
creating a team
making changtes to agents on a team
temporary space backup operation
Text-to-speech see TTS
time zone determining local time
handling callbacks
Tools menu alarm definition
application tasks
application task summary
Clear Contact
contacts
contact summary report
CSQ Unified CCX Stats
datasource usage
engine tasks
historical reporting
Open Printable Report
Options
plug-ins
purge configuration
purge now
purge schedule
real-time reporting
real-time snapshot config
report
Reset All Stats
Resource Unified CCX Stats
sessions
Tools
troubleshooting tips
user configuration
user management
user management, Name Grammar
Generation
user management, Spoken Name
Upload
Views
Tools meny
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
IN-14
Index
Settings
trace file configuration
trace settings
triggers by package license
triggers and applications
TTS default provider
installation guidelines
provisioning
VXML applications
U
UCCXHistRrptUsr synchronizing password
UNICODE
Unified CCX about
assigning extensions
installing agent desktop
Unified CCX Agent Desktop, about
Unified CCX Call Monitoring server, about
CSQ
Resource Manager
Unified CCX Agent Desktop
Unified CCX Enhanced with CTI Option, about
Unified CCX Premium, about
Unified CCX Standard, about
Unified CM configure users
users
Unified CME provisioning
users
Unified CME Telephony
Call Control group configuration
provider configuration
Unified CME Telephony call control groups about
provisioning
Unified CME Telephony Subsystem license
Unified CME Telephony subsystem about
provisioning Unified CME Telephony call
provisioning Unified CME Telephony
Unified CME Telephony subsystem, license
Unified CME Telephony trigger about
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
IN-15
Index
adding
provisioning
Unified CM Telephony configuration backup
Unified CM telephony configuration
Unified CM Telephony information, resynchronizing
Unified CM Telephony provider migration
Unified CM Telephony subsystem about
configuration overview
configuring Unified CM Telephony providers
in service
provisioning call control groups
provisioning Unified CM Telephony trigger
Unified CM Telephony subsystem, license
Unified CM Telephony trigger adding
Unified CM Telephony triggers using with Unified CCX
Unified CM User Options page
Unified ICME about
Unified ICME post-routing application about
provisioning
Unified ICME subsystem about
configuration overview
configuring general Unified ICME
Unified ICME translation-routing application about
provisioning
Unified IP IVR, about
uploading licenses
uploading scripts
user roles
users configuring in Unified CM
V
virtual agents
virtual infrastructure
VRU scripts
uploading time
VXML applications default TTS provider
IN-16
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
W
wizards using
Wizards menu
Application
RmCm
workflow scripts
Wrap-up license
wrap-up data usage
Z
zip files, uploading
Index
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
IN-17
Index
IN-18
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
advertisement
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project