Cisco Unified CCX Administration Guide, Release 11.0(1)First Published: 2015-08-27
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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 xxii
Audience xxii
Related Documents xxiii
Documentation and Support xxiii
Documentation Feedback xxiii
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 4
Unified CCX Active Server 5
Unified CCX Engine 6
Set Up Unified CCX 7
Provision Telephony and Media Subsystems 7
Configure Unified CCX Subsystems 8
Provision Unified CCX Subsystem 8
Provision Additional Unified CCX Subsystems 9
View License Information 9
Upload Licenses 10
Configure Unified CCX Applications 11
Available Applications 11
Manage Scripts Prompts, Grammars, and Documents 11
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Configure Unified CCX Historical Reporting 11
Manage Unified CCX 12
Unified CCX Administration Web Interface 13C H A P T E R 2
Access Unified CCX Administration Web Interface 13
Cisco Unified CCX Administration Menu Bar and Menus 14
Cisco Unified CCX Administration Navigation 15
Unified CCX Configuration Web Pages 17
Details for Advanced Configuration 17
Toolbar and Buttons 18
Application and RmCmWizards 18
Unified CCX Provision Checklist 19C H A P T E R 3
Unified CCX 19
Provision Unified CCX 20
Change Licensing Packages 21
Provision Unified CM for Unified CCX 23C H A P T E R 4
Configure Unified Communications Manager Information 23
Modify AXL Information 23
Modify Unified Communications Manager Telephony Information 25
Modify RmCm Provider Information 27
Unified Communications Manager for Unified CCX Configuration 28
Invoke Unified Communications Manager Administration 28
Unified Communications Manager Users as Unified CCX Agents 29
Guidelines for Agent Phone Configuration 30
Modify Existing Unified Communications Manager Users 32
Assign Unified Communications Manager Users as Cisco TelePresence Virtual Agents 34
Configure Tool for Auto-Registered Phones Support (TAPS) 35
Update Unified CM IP Address Change in Unified CCX 39C H A P T E R 5
Update Unified CM IP Address Change in Unified CCX 39
Cisco Applications Configuration 41C H A P T E R 6
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Contents
About Unified CCX Applications 41
Configure Script Applications 41
Add New Cisco Script Application 42
Configure Busy Application 44
Configure Ring-No-Answer Application 45
Application Triggers 46
Unified CM Telephony Trigger 47
Add Unified CM Telephony Triggers from Application Web Page 47
Add Unified CM Telephony Triggers from Unified CCX 47
HTTP Trigger Provision 48
Add HTTP Trigger from Application Web Page 48
Add HTTP Trigger from HTTP Subsystem 49
Script Management 50
Upload New Scripts 51
Download Script File 52
Refresh Scripts 53
Refresh Scripts Individually 53
Refresh Bulk Scripts 53
Rename Script or Folder 54
Delete Script or Folder 55
Sample Scripts 55
Telephony and Media Provision 57C H A P T E R 7
Unified CCX Telephony and Media 57
Media Termination Groups 58
Channels Required to Process Calls 58
Provision Telephony and Media Resources 59
Provision Unified CM Telephony Subsystem 59
Resynchronize Cisco JTAPI Client 60
Resynchronize Unified CM Telephony Data 60
Configure Unified CM Telephony Provider 61
Add New Call Control Group 62
Add Unified CM Telephony Trigger 70
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Contents
Additional Unified CM Telephony Information 74
Unified CM Telephony Triggers for Unified CCX Queuing 74
Unified CM Telephony Information Resynchronization 75
Cisco Media Subsystem 75
Add CMT Dialog Control Group 76
ASR and TTS in Unified CCX 77
Prepare to Provision ASR/TTS 77
Provision of MRCP ASR Subsystem 78
Provision MRCP ASR Providers 78
Provision MRCP ASR Servers 79
Provision MRCP ASR Dialog Groups 81
MRCP TTS Subsystem 83
Provision MRCP TTS Providers 83
Provision MRCP TTS Servers 84
Provision MRCP TTS Default Genders 86
Provision of Unified CCX 89C H A P T E R 8
RmCm Provider Configuration 89
RmCm Provider Modification 90
Associating Agent Extensions with the RmCm Provider 90
Resource Groups 91
Create Resource Group 91
Modify Resource Group Name 91
Delete Resource Group 92
Skills Configuration 92
Create a Skill 92
Modify a Skill Name 93
Delete a Skill 93
Agent Configuration 94
Implications of Deleting Agents in Unified CM 95
Assign Resource Groups and Skills to One Agent 95
Assign Resource Groups and Skills to Multiple Agents 97
Remove Skills from Agents 98
Contact Service Queue Configuration 98
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Contents
Create a Contact Service Queue 99
Contact Service Queue Configuration Web Page 101
Modify a Contact Service Queue 102
Delete a Contact Service Queue 103
Resource Pool Selection Criteria: Skills and Groups 104
Resource Skill Selection Criteria within a Contact Service Queue 105
Configure Agent-Based Routing 106
Wrap-Up Data Usage 107
Teams Configuration 107
Assign Supervisor Privilege to a User 107
Create Team Supervisor 108
Create Teams 108
Modify Agents on Teams 108
Delete a Team 109
Provision of Additional Subsystems 111C H A P T E R 9
About Additional Subsystems 111
Provision of HTTP Subsystem 112
Configure HTTP Triggers 112
Provision of Database Subsystem 113
Database Subsystem Configuration 113
Add New Datasource 114
Datasource Configuration Web Page 114
Poll Database Connectivity 115
Provision eMail Subsystem 116
Management of Prompts, Grammars, Documents, and Custom Files 119C H A P T E R 1 0
Manage Prompt Files 119
Manage Grammar Files 121
Manage Document Files 122
Language Management 123
Create New Language 124
Rename Language 124
Delete Language 125
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Contents
Upload Zip Files to Language Folder 125
Upload of Prompt Files 126
Record a Prompt 127
Add Spoken-Name Prompts 128
Management of Custom Files 129
Specify Custom Classpath Entries 129
AAR File Management 129
AAR File Creation 131
Upload AAR Files 131
META-INF Directory 132
Directories for Prompts, Grammars, Documents, and Scripts
