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  • Cisco Unified CCX Administration Guide, Release 11.0(1)First Published: 2015-08-27

    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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    IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUTLIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERSHAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

    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 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

    Cisco Unified CCX Administration Guide, Release 11.0(1)iii

  • 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

    Cisco Unified CCX Administration Guide, Release 11.0(1)iv

    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

    Cisco Unified CCX Administration Guide, Release 11.0(1)v

    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

    Cisco Unified CCX Administration Guide, Release 11.0(1)vi

    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

    Cisco Unified CCX Administration Guide, Release 11.0(1)vii

    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

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