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Cisco Unified CCX Administration Guide, Release 10 · PDF fileCisco Unified CCX Administration Guide, Release 10.5 First Published: June11,2014 Last Modified: July25,2014 Americas

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  • Cisco Unified CCX Administration Guide, Release 10.5First Published: June 11, 2014

    Last Modified: July 25, 2014

    Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAhttp://www.cisco.comTel: 408 526-4000 800 553-NETS (6387)Fax: 408 527-0883

  • 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 LIMITEDWARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITHTHE 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.

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    Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, networktopology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentionaland coincidental.

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  • C O N T E N T S

    P r e f a c e Preface xxi

    Change History xxi

    About This Guide xxiii

    Audience xxiv

    Related Documents xxiv

    Documentation and Support xxv

    Documentation Feedback xxv

    C H A P T E R 1 Unified CCX Introduction 1

    Unified CCX Components 1

    Unified CCX Product Family 3

    Unified IP IVR 3

    Unified Contact Center Express 3

    Unified CCX Cluster Architecture 5

    Unified CCX Active Server 5

    Unified CCX Engine 6

    Set Up Unified CCX 8

    Provision Telephony and Media Subsystems 8

    Configure Unified CCX Subsystems 9

    Provision Unified CCX Subsystem 9

    Provision Additional Unified CCX Subsystems 10

    View License Information 10

    Upload Licenses 11

    Configure Unified CCX Applications 12

    Available Applications 12

    Manage Scripts Prompts, Grammars, and Documents 13

    Configure Unified CCX Historical Reporting 13

    Cisco Unified CCX Administration Guide, Release 10.5 iii

  • Manage Unified CCX 14

    C H A P T E R 2 Unified CCX Administration Web Interface 15

    Access Unified CCX Administration Web Interface 15

    Cisco Unified CCX Administration Menu Bar and Menus 16

    Cisco Unified CCX Administration Navigation 17

    Unified CCX Configuration Web Pages 19

    Details for Advanced Configuration 19

    Toolbar and Buttons 20

    Application and RmCmWizards 20

    C H A P T E R 3 Unified CCX Provision Checklist 21

    Unified CCX 21

    Provision Unified CCX 22

    Change Licensing Packages 23

    C H A P T E R 4 Provision Unified CM for Unified CCX 25

    Configure Unified Communications Manager Information 25

    Modify AXL Information 26

    Modify Unified Communications Manager Telephony Information 28

    Modify RmCm Provider Information 29

    Unified Communications Manager for Unified CCX Configuration 31

    Invoke Unified Communications Manager Administration 31

    Unified Communications Manager Users as Unified CCX Agents 32

    Guidelines for Agent Phone Configuration 33

    Modify Existing Unified Communications Manager Users 35

    Assign Unified Communications Manager Users as Cisco TelePresence Virtual Agents 37

    Configure Tool for Auto-Registered Phones Support (TAPS) 38

    C H A P T E R 5 Cisco Applications Configuration 41

    About Unified CCX Applications 41

    Configure Script Applications 42

    Add New Cisco Script Application 43

    Configure Busy Application 45

    Configure Ring-No-Answer Application 47

    Cisco Unified CCX Administration Guide, Release 10.5iv

    Contents

  • Configure Unified ICME Post-Routing Application 48

    Configure Unified ICME Translation-Routing Application 50

    Configure Remote Monitoring Application 52

    Application Triggers 54

    Unified CM Telephony Trigger 54

    Add Unified CM Telephony Triggers from Application Web Page 54

    Add Unified CM Telephony Triggers from Unified CCX 55

    HTTP Trigger Provision 55

    Add HTTP Trigger from Application Web Page 56

    Add HTTP Trigger from HTTP Subsystem 57

    Script Management 58

    Upload New Scripts 59

    Download Script File 60

    Refresh Scripts 61

    Refresh Scripts Individually 61

    Refresh Bulk Scripts 62

    Rename Script or Folder 63

    Delete Script or Folder 64

    Sample Scripts 64

    C H A P T E R 6 Telephony and Media Provision 65

    Unified CCX Telephony and Media 65

    Media Termination Groups 66

    Channels Required to Process Calls 66

    Provision Telephony and Media Resources 67

    Provision Unified CM Telephony Subsystem 68

    Resynchronize Cisco JTAPI Client 68

    Resynchronize Unified CM Telephony Data 69

    Configure Unified CM Telephony Provider 69

    Add New Call Control Group 71

    Add Unified CM Telephony Trigger 77

    Additional Unified CM Telephony Information 81

    Unified CM Telephony Triggers for Unified CCX Queuing 82

    Unified CM Telephony Information Resynchronization 82

    Cisco Media Subsystem 83

    Cisco Unified CCX Administration Guide, Release 10.5 v

    Contents

  • Add CMT Dialog Control Group 83

    ASR and TTS in Unified CCX 84

    Prepare to Provision ASR/TTS 85

    Provision of MRCP ASR Subsystem 85

    Provision MRCP ASR Providers 86

    Provision MRCP ASR Servers 87

    Provision MRCP ASR Dialog Groups 89

    MRCP TTS Subsystem 91

    Provision MRCP TTS Providers 92

    Configure Default TTS Provider for Unified CCX System 93

    Provision MRCP TTS Servers 93

    Provision MRCP TTS Default Genders 95

    C H A P T E R 7 Provision of Unified CCX 97

    RmCm Provider Configuration 97

    RmCm Provider Modification 98

    Associating Agent Extensions with the RmCm Provider 98

    Resource Groups 99

    Create Resource Group 99

    Modify Resource Group Name 99

    Delete Resource Group 100

    Skills Configuration 100

    Create a Skill 101

    Modify a Skill Name 101

    Delete a Skill 102

    Agent Configuration 102

    Implications of Deleting Agents in Unified CM 103

    Assign Resource Groups and Skills to One Agent 104

    Assign Resource Groups and Skills to Multiple Agents 105

    Remove Skills from Agents 106

    Contact Service Queue Configuration 107

    Create a Contact Service Queue 107

    Contact Service Queue Configuration Web Page 110

    Modify a Contact Service Queue 112

    Delete a Contact Service Queue 112

    Cisco Unified CCX Administration Guide, Release 10.5vi

    Contents

  • Resource Pool Selection Criteria: Skills and Groups 113

    Resource Skill Selection Criteria within a Contact Service Queue 114

    Remote Monitoring Use and Configuration 116

    Create Remote Monitoring Supervisor 116

    Assign Resources and Contact Service Queues to a Supervisor 117

    Configure Agent-Based Routing 118

    Wrap-Up Data Usage 119

    Teams Configuration 119

    Assign Supervisor Privilege to a User 119

    Create Team Supervisor 120

    Create Teams 120

    Modify Agents on Teams 121

    Delete a Team 121

    Unified Gateway Auto-configuration Details 122

    C H A P T E R 8 Provision of Additional Subsystems 123

    About Additional Subsystems 123

    Provision of Unified ICME Subsystem 124

    Configure General Unified ICME Information 125

    ICME Configuration Web Page 125

    Configure Unified ICME VRU Scripts 127

    Provision of HTTP Subsystem 129

    Configure HTTP Triggers 129

    Provision of Database Subsystem 131

    Database Subsystem Configuration 131

    Add New Datasource 131

    Datasource Configuration Web Page 132

    Poll Database Connectivity 133

    Provision eMail Subsystem 134

    C H A P T E R 9 Management of Prompts, Grammars, Documents, and Custom Files 137

    Manage Prompt Files 137

    Manage Grammar Files 139

    Manage Document Files

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