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Cisco Unified CCX Administration Guide, Release 10.6(1) · PDF fileCONTENTS PREFACE Preface xix ChangeHistory xix AboutThisGuide xx Audience xx RelatedDocuments xx DocumentationandSupport

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Text of Cisco Unified CCX Administration Guide, Release 10.6(1) · PDF fileCONTENTS PREFACE Preface...

  • Cisco Unified CCX Administration Guide, Release 10.6(1)First Published: 2014-12-15

    Americas HeadquartersCisco Systems, Inc.170 West Tasman DriveSan Jose, CA 95134-1706USAhttp://www.cisco.comTel: 408 526-4000

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  • 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 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

    Preface xixP R E F A C EChange History xix

    About This Guide xx

    Audience xx

    Related Documents xx

    Documentation and Support xxi

    Documentation Feedback xxi

    Unified CCX Introduction 1C H A P T E R 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 8

    Provision Unified CCX Subsystem 9

    Provision Additional Unified CCX Subsystems 9

    View License Information 10

    Upload Licenses 11

    Configure Unified CCX Applications 12

    Available Applications 12

    Manage Scripts Prompts, Grammars, and Documents 12

    Cisco Unified CCX Administration Guide, Release 10.6(1)iii

  • Configure Unified CCX Historical Reporting 13

    Manage Unified CCX 13

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

    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 20

    Toolbar and Buttons 20

    Application and RmCmWizards 21

    Unified CCX Provision Checklist 23C H A P T E R 3

    Unified CCX 23

    Provision Unified CCX 24

    Change Licensing Packages 25

    Provision Unified CM for Unified CCX 27C H A P T E R 4

    Configure Unified Communications Manager Information 27

    Modify AXL Information 28

    Modify Unified Communications Manager Telephony Information 29

    Modify RmCm Provider Information 31

    Unified Communications Manager for Unified CCX Configuration 32

    Invoke Unified Communications Manager Administration 33

    Unified Communications Manager Users as Unified CCX Agents 33

    Guidelines for Agent Phone Configuration 35

    Modify Existing Unified Communications Manager Users 36

    Assign Unified Communications Manager Users as Cisco TelePresence Virtual Agents 39

    Configure Tool for Auto-Registered Phones Support (TAPS) 40

    Cisco Applications Configuration 43C H A P T E R 5

    About Unified CCX Applications 43

    Configure Script Applications 44

    Add New Cisco Script Application 45

    Cisco Unified CCX Administration Guide, Release 10.6(1)iv

    Contents

  • Configure Busy Application 47

    Configure Ring-No-Answer Application 48

    Configure Unified ICME Post-Routing Application 50

    Configure Unified ICME Translation-Routing Application 52

    Configure Remote Monitoring Application 54

    Application Triggers 55

    Unified CM Telephony Trigger 55

    Add Unified CM Telephony Triggers from Application Web Page 56

    Add Unified CM Telephony Triggers from Unified CCX 56

    HTTP Trigger Provision 57

    Add HTTP Trigger from Application Web Page 57

    Add HTTP Trigger from HTTP Subsystem 58

    Script Management 59

    Upload New Scripts 60

    Download Script File 61

    Refresh Scripts 62

    Refresh Scripts Individually 62

    Refresh Bulk Scripts 63

    Rename Script or Folder 64

    Delete Script or Folder 65

    Sample Scripts 65

    Telephony and Media Provision 67C H A P T E R 6

    Unified CCX Telephony and Media 67

    Media Termination Groups 68

    Channels Required to Process Calls 68

    Provision Telephony and Media Resources 69

    Provision Unified CM Telephony Subsystem 69

    Resynchronize Cisco JTAPI Client 70

    Resynchronize Unified CM Telephony Data 71

    Configure Unified CM Telephony Provider 71

    Add New Call Control Group 72

    Add Unified CM Telephony Trigger 80

    Additional Unified CM Telephony Information 85

    Cisco Unified CCX Administration Guide, Release 10.6(1)v

    Contents

  • Unified CM Telephony Triggers for Unified CCX Queuing 85

    Unified CM Telephony Information Resynchronization 85

    Cisco Media Subsystem 86

    Add CMT Dialog Control Group 87

    ASR and TTS in Unified CCX 88

    Prepare to Provision ASR/TTS 88

    Provision of MRCP ASR Subsystem 89

    Provision MRCP ASR Providers 89

    Provision MRCP ASR Servers 90

    Provision MRCP ASR Dialog Groups 92

    MRCP TTS Subsystem 94

    Provision MRCP TTS Providers 94

    Provision MRCP TTS Servers 95

    Provision MRCP TTS Default Genders 97

    Provision of Unified CCX 99C H A P T E R 7

    RmCm Provider Configuration 99

    RmCm Provider Modification 100

    Associating Agent Extensions with the RmCm Provider 100

    Resource Groups 101

    Create Resource Group 101

    Modify Resource Group Name 101

    Delete Resource Group 102

    Skills Configuration 103

    Create a Skill 103

    Modify a Skill Name 103

    Delete a Skill 104

    Agent Configuration 104

    Implications of Deleting Agents in Unified CM 105

    Assign Resource Groups and Skills to One Agent 106

    Assign Resource Groups and Skills to Multiple Agents 107

    Remove Skills from Agents 108

    Contact Service Queue Configuration 109

    Create a Contact Service Queue 110

    Cisco Unified CCX Administration Guide, Release 10.6(1)vi

    Contents

  • Contact Service Queue Configuration Web Page 112

    Modify a Contact Service Queue 114

    Delete a Contact Service Queue 115

    Resource Pool Selection Criteria: Skills and Groups 115

    Resource Skill Selection Criteria within a Contact Service Queue 116

    Remote Monitoring Use and Configuration 118

    Create Remote Monitoring Supervisor 118

    Assign Resources and Contact Service Queues to a Supervisor 119

    Configure Agent-Based Routing 120

    Wrap-Up Data Usage 121

    Teams Configuration 121

    Assign Supervisor Privilege to a User 121

    Create Team Supervisor 122

    Create Teams 122

    Modify Agents on Teams 123

    Delete a Team 123

    Unified Gateway Auto-configuration Details 124

    Provision of Additional Subsystems 125C H A P T E R 8

    About Additional Subsystems 125

    Provision of Unified ICME Subsystem 126

    Configure General Unified ICME Information 127

    ICME Configuration Web Page 127

    Configure Unified ICME VRU Scripts 129

    Provision of HTTP Subsystem 130

    Configure HTTP Triggers 131

    Provision of Database Subsystem 132

    Database Subsystem Configuration 132

    Add New Datasource 133

    Datasource Configuration Web Page 133

    Poll Database Connectivity 134

    Provision eMail Subsystem 135

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

    Cisco Unified CCX Administration Guide, Release 10.6(1)vii

    Contents

  • Manage Prompt Files 137

    Manage Grammar Files 139

    Manage Document Files 140

    Language Management 142

    Create New Language 142

    Re

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