Uccx 80 Pbt Lab Guide

Cisco Unified Contact

Center Express 8.0

Cisco Partner BETA Training Lab

November 2009

Presented to you by the

Unified Communications Field Trainers and Channels Organization s

Cisco Unified Contact Center Express 8.0 PBT Lab Cisco Confidential Page 2 of 50

Table of Contents Job Aids ................................................................................................................................................................................ 3

TASK 1: UCCX 8.0 Install ...................................................................................................................................................... 4

Installation Information Gathering ................................................................................................................................... 4 Doing the Install ................................................................................................................................................................ 6

Task 2: Post Installation ..................................................................................................................................................... 13

............................................................................................................................................ 13 How to License Your New UCCX 8.0 Platform ................................................................................................................. 14 Creating the Application Administration Account........................................................................................................... 16 Initial Configuration Wizard ............................................................................................................................................ 17

TASK 3: Getting Around in CCX Administration ................................................................................................................ 22

What about OS Control? ................................................................................................................................................. 24 ........................................................................................................................................... 25

Task 4: Getting Comfortable with UCCX 8.0 ..................................................................................................................... 27

Create a CSQ with agents using the RmCm Wizard......................................................................................................... 27 CTI Port Configuration .................................................................................................................................................... 32 Create an Application ..................................................................................................................................................... 33 Where is CAD? ................................................................................................................................................................ 36 Cisco Unified Desktop Administrator .............................................................................................................................. 37 Using CAD in 8.0.............................................................................................................................................................. 38 CCX Editor ....................................................................................................................................................................... 39

Task 5: Maintaining UCCX ................................................................................................................................................. 42

File Management ............................................................................................................................................................ 42 Upload a new script ........................................................................................................................................................ 42 Am I running out of Disk space? ..................................................................................................................................... 44

Task 6: Reporting .............................................................................................................................................................. 48

Agent Multi-Line Reporting via Historical Reporting ....................................................................................................... 48


Job Aids

Lab Information

Platform Interface Image Name IP Address Username Password Description

CUCM 8.0 CLI / Web 02 -CUCM80 Pub 10.1.1 00.10 0 Administrator Cisc0123 Cisco Unified

Commun ications

Manager This is the First Node in the cluster.

(Publisher)

UCCX 8.0 CLI / Web

pre initial

wizard 03 -UCCX80 PM 10.1.1 00 .11 0

Administrator Cisc0123 Cisco Unified Contact

Center Express - This is

the First Node in the cluster. (Primary)

Cisco Uni fied Contact

Center Express

UCCX 8.0 Web post install

uccxAdmin Cisc0123

Agent

PC 1

GUI 01 -Agent1 10.1.100.90 Student student

Agent

PC 2

GUI 04 -Agent2 10.1.100.92 Student student

Agent Information

Agent Username Password Extension ICD

Extension

Assigned

Queue

Skill and

Level

George Tennant agent1 Cisc0123 2009 3009 CSQSupport Support (10)

Emma Davis agent2 Cisc0123 2010 3010 CSQSales Sales (10)


TASK 1: UCCX 8 .0 Install

There are several stages to the installation of UCCX. The first requires the administrator to answer a series of questions. The second involves the actual install. During the install there are again four notable

stages that the install process will go through. The first of these is the install of the base OS. The second

is the install of the Informix database and the third is the install of UCCX and the fourth and final stage is

the Post - Installation steps. All of these steps will require several hours to comp lete. During the install for the lab it was noted that the install took approximately 2.5 hours.

Installation Information Gathering

The following steps out line the information gathering before the installation completes. If the participant is already fa miliar with the appliance version of CUCM then this will be very familiar territory.

Before installing Cisco Unified Contact Center Express gather information for each server being installed in

the cluster and obtain a print out of the data.

Before You Beg in

Use Table 1 to record the information about your Cisco Unified Contact Center Express server. The

information in the BLUE Bold type is what will be used in the lab. The last column in the table shows

whether a field can be changed after installation, and if so, whether you can change it through Operating

System Administration or through the Command Line Interface (CLI).

You cannot change some of the fields after installation without reinstalling the software, so ensure that

you enter the values you re quire.

Because some fields are optional, they may not be relevant to your configuration. For example, you may

choose not to set up an SMTP host.

Table 1 - Configuration Data

Configuration Data Your Entry Can Entry Be Changed After Installation

Administra tor Login Administrator No

Administrator Password Cisc0123 Yes

CLI: password admin

Application User Username Administrator Yes

CLI:

utils reset ui administrator name

Application User Password Cisc0123 Yes

CLI: utils reset ui administrator password

Security password for Cisco

Unified Communications Manager

publisher

Note: Enter the same security

password as the Cisco Unified Communications Manager

publisher on all servers in the

cluster.

Cisc0123 Yes

The security password that you enter during

this in itial installation can be changed in one

of two ways:

During your post - installation set up on Cisco Unified Presence.

After you log into Cisco Unified Presence

Administration for the first time.

In Cisco Unified Presence Administration: select System CUCM Publisher


Configuration Data Your Entry Can Entry Be Changed After Installation

Country Select an appropriate

Country

Yes

CLI: set web - security

DHCP Select No for DHCP Static IP Address:

Gateway:

Yes. In Cisco Unified Communications Operating Sys tem Administration: select Settings

IPPublisher

CLI: set network dhcp

DNS Primary Do not configure DNS Yes

CLI: set network dns

DNS Secondary Do not configure a

secondary DNS

Yes

CLI: set network dns

Domain Yes

CLI: Set Network Domain

Domain Name S ervice DNS Enable Yes

Gateway Address 10.1.100.90 Yes.

In Cisco Unified Communications Operating System Administration: select Settings

IP Ethernet

or

CLI: set network gateway

Host Name UCCX80PM Yes In Cisco Unified Communications Operating System Administration: select Settings

IP Ethernet

or CLI: set network IP

IP Address 10.1.100.110 Yes In Cisco Unified Communications Operating System Administration: select Settings

IP Ethernet

or

CLI: set network IP

IP Mask 255.255.255.0

Yes

In Cisc o Unified Communications Operating System Administration: select Settings

IP Ethernet

or

CLI: set IP

Cisco Unified Contact Center

Express Publisher Node Host

Name

Not required in the

lab as only one server

is being configured.

Yes

In Cisco Unified Co mmunications Operating System Administration: select Settings IP Publisher

Location Remote Yes


Master Administrator ID No

NTP Server IP Address 10.1.100.90 Yes

In Cisco Unified Communications Operating System Administration: s elect Settings

NTP Servers

Organization UCFT Yes



Doing the Install

These steps were already done for you in the lab. Please read through this section and then continue on with the lab at Task 2 Post Installation.

Note/R eminder: The use of the mouse is not possible when navigating through the UCCX installation

steps. Click once with the mouse on the blue screen to bring navigational focus to the screen. Use the Arrow keys for navigation. Use the Space bar when making a selection * from a

list of items. Use the Enter key to continue on to the next step. Additional navigation instructions are found at the bottom of the blue installation screen.

Step 1: Click OK to confirm the installation of UCCX.

The install process will do a quick check of the

system displaying this information at the

bottom of the screen.

Step 2: Click Yes to confirm the installation of the version on the DVD.

Step 3: Select Proceed .

!


Step 4: Select No to apply an upgrade patch as part of this installation.

Step 5: Press the Enter key to Continue

Step 6: Select the correct time zone. Right arrow or Tab to OK and press Enter.


Step 7: Select No to configure the NIC speed and duplex.

Step 8: Set the NIC to Full / 1 00 MB . Tab to OK and press Enter.

Step 9: Select NO to chan ge the MTU size.


Step 10: Select No to configure DHCP.

Step 11: Enter the Static Network

Configuration information as

requested.

a. Hostname UCCX80 PM

b. IP Address 10.1.100 .110

c. IP Mask 255.255.255.0

d. Gateway Address 10.1.1 00.90

Step 12: Select No to enable DNS.

Step 13: Enter Organi zation information as

requested.

a. Organization UCFT

b. Unit Channels

c. Location RTP

d. State NC

e. Country United States


Step 14: Select Yes to indicate that this is the First Node. This will set this server as the Primary

Server if High Availability is configure d.

Step 15: Set the IP Address of the NTP server(s). Down arrow to OK and press Enter.

a. NTP Server 1 10.1.1 00 .90

Step 16: Enter the Security Password for the cluster.

a. Security Password Cisc0123

b. Confirm Password Cisc0123


Step 17: Select No to not configure SMTP.

Step 18: Config ure the Application Username. This username and password will become obsolete

once the post installation wizard is

completed.

a. Application Username

Administrator

b. Password Cisc0123

c. Confirm Password Cisc0123

Step 19: The information gathering is

complete. S elect OK to continue.


Step 20: The final question is which call control platform UCCX is being installed against. Select

Cisco Un i fied Communications Manager . Tab or down arrow to OK and press Enter.

Now what do I

do?...

The install process will now commen ce and will take approxima tely 2 to 3 hours to

complete.

The console screen may go black or show only a blue screen. If the screen is black be

sure to click once with the mouse to bring the focus back to it and then right or left arrow. Pressing Enter or the space bar may result in making an undesirable selection

on an error /input screen. Even though the screen may not show progress, do not stop

the installation.

Once the

installation is

The system will display a message on the screen indicati ng such and will also present a login prompt.

Logging into

Wait an additional 10 15 min before attempting to log into the GUI interface as services are still starting in the back ground.


Task 2: P ost Installation

First a little housekeepi

Step 1: The phone on the Agent2 PC needs to be registered with CUCM. On the Agent2 workstation right click on the window

of the IP Co mmunicator and select Preferences from the short

cut menu.

Step 2: Click on the Network Tab.

Step 3: Click on the Use Network Adapter to gener ate Device Name.

Step 4: Click on the drop down list.

Step 5: Click OK on the pop up warning message.

Step 6: From the drop down list select Adapter #2 .

Step 7: Highlight the Device Name and copy it.

Step 8: Click on the Use this Device Name radial button.

Step 9: Paste the copy into the text box m aking sure to

overwrite the MAC address that is displayed.

Step 10: Set the TFTP address to 10.1.100.100 .

Next CUCM needs to be updated with this same MAC.

Step 11: Launch IE and browse to the CUCM address:

https://10.1.100.100/ccm admin .

Step 12: When the main page has loaded from the main menus select Device Phone .

Step 13: Click on Find .

Step 14: Select the phone with extension 2010 and update the Device Name with the IP

Communicator MAC address . Be sure to include SEP in the device name.

Step 15: Click Save .

Step 16: Click Apply Config .

Step 17: Click Reset . If the phone does not reset then minimize CUCM.

Step 18: On the IPC click on the Directories or Settings button.

Step 19: Click **#** to reset the phone. Do this combination as fast as possible.

Step 20: e Licensing exercise.
https://10.1.100.100/ccmadmin


How to License Your New UCCX 8.0 Platform

A few word s

about

licensing

A UCCX Node Locked license will need to be obtained before proceeding with the

Initial Configuration Wizard. With the release of UC System 8.0 a change is being m ade to the MAC address information that is used to obtain a license file . In place of

using the hardware MAC address, a Licens e MAC is generated during the installation

process . This License MAC along with your PAK (which you will receive with your media

kit) will be requested at http://www.cisco.com/go/license to generate your license file. More information can be obtained by reviewing the Cisco Unified Contact Center Install

Guide.

There are several pieces of information that are used to generate License MAC such as:

Time zone

NTP server 1 (or 'none') NIC speed (or 'auto')

Hostname

IP Address (or 'dhcp') , IP Mask (or 'dhcp') , Gateway Address (or 'dhcp')

Primary DNS (or 'dhcp') SMTP server (or 'none')

Certificate Information (Organization, Unit , Location , State , Country)

Where do I find the

Licensing

MAC?

The licensing MAC can be obtained via C ommand Line Interface (CLI) or via the GUI

interface.

Finding the License MAC via CLI

Step 1: To l og into the CLI on the workstation desktop double click the putty.exe icon

to connect via SSH into the UCCX platform .

Step 2: Click Yes on the PuTTY Security Alert popup.

Step 3: Enter in the IP address of the UCCX platform 10.1.100.110 . Leave the remaining

default setti ngs.

Step 4: Click Open .

Step 5: Login with:

a. Username Administrator


If the login fails close the putty.exe window and try launching it again.
http://www.cisco.com/go/license


Step 6: At the admin: prompt type in the following command: show status

Step 7: Record the License MAC and along with the PAK make the license request at

http://www.cisco.com/go/licensing .

Step 8: Keep this window open.

Finding the License MAC via the GUI

Step 9: Browse to the GUI Administration pages.

https://10.1.100.110/appadmin

Step 10: From the Navigation drop down list on the right side select Cisco Unified OS

Administration and click Go .

Note: It is not necessary to login first to the Cisco Unified UCCX Administration pages before loggi ng into

the OS Administration pages. These two logins are independent of each other.

Step 11: Login with the OS (CLI)

username and password:

a. Username

Administrator


Step 12: From the main menus select Show System .
http://www.cisco.com/go/licensinghttps://10.1.100.110/appadmin


Creating the Application Admi nistration Account

Once the UCCX System is installed and before logging into AppAdmin create or designate an already

established user account on CUCM as the new AppAdmin account.

These steps are already completed for you in the lab.

Step 1: From the Agent 1 PC open IE and browse to the CUCM Admin pages at

https://10.1.100.100/ccmadmin .

Step 2: Click Yes on the Security Popup Warning window.

Note : With the version of CUCM 8.0 being used in the lab the initial CUCM Admin pag e

takes a few minutes to load. Please be patient.

Step 3: Login with the following credentials :



Step 4: From the main menus select User Management End User .

Step 5: Click Add New .

Step 6: Create the new AppAdmin user with the following se ttings:

a. User ID uccxAdmin

b. Password and Confirm Password Cisc0123

c. PIN and Confirm PIN 12345

d. Last name Administrator

e. First name UCCX


Step 8: Minimize the CUCM web page.

Note: If using an existing account or creating a

new account and CUCM is synchronized with an

Active Directory please be sure that this account

exists within the necessary OU in the AD.


Initial Configuration Wizard

The installation is now complete and 10

Administr ation pages. The first pages that come up will be the Initial Configuration Wizard. Make the

selections that will reflect the installation.

Step 1: Return to the SSH session of the UCCX server. (putty.exe session.)

Step 2: Check to see if the Cisco Security Agent (CSA) is disabled. At the admin: prompt

Step 3: At the admin: prompt type in the following command: utils csa disable

What is this? This command disables the Cisco Security Agent running on the server platform.

Why am I doing this?

This needs to be done before the i nitial wizard is run as the Security Agent can

interfere with the initial configur ation of the server. The service can be re started

again using the utils csa enable command.

Step 4: Acknowledge the system reboot by typing yes when requested.

Step 5: Close the SSH sessi on and wait 15 min utes before continuing on with the next step .

Step 6: When the server has restarted, l aunch IE and browse to the following address

https://10.1.100.110/appadmin .

Step 7: Log into AppAdmin with the following c redentials:



Step 8: Select Fresh Install .

Step 9: Click Next .

Step 10: Enter in the information for the Service

Provider (CUCM).

a. For Host Name or IP Address

10.1.1 00 .100

b. Enter in the AXL Admin credentials as

follows .

i. Username u ccxAXL

ii. Password Cisc0123

Note: This Application User must be created on

CUCM before entering it in this wizard. When creating the user be sure to add this user to the CM

Standard Super User group.


Step 11: Click Browse to select the first license file. Browse to the Shared Documents

UCCX8.0 License Files folder on the Agent 1 PC.

Step 12: Select first the ccx80_pre_150seat_19a68f96fafa.lic file.

Step 13: Click Next to upload the license file.

Step 14: Wait for the validation message to appear and then click Browse to upload the nex t license

file ccx80_pre_warm_stby_19a68f96fafa.lic . All license files obtained should be added

to the system in this step. License updates can , as will be illustrated later from the

AppAdmin pages, be added to the system once the initial wizard is compl eted.

Step 15: Once the last licence file is added, c lick Next to initiate the activation of the different

system components.


Step 16: Wait for all services to be activated. Please be patient as this will take several minutes to

complete. Once Activated click Next .

Step 17: If this is the First Node being configured all selections on this page will be grayed out. Note

the information icon indicating that Datastores are auto selected as the first node in the

cluster would be the Publisher by default. Click Next .

Step 18: For the CM Configuration one user was already configured in CUCM and is auto filled. The

CTI Manager and RMCM Managers need to be created in the following steps.

a. The AXL user previously created on CUCM will be picked up automatically .

Step 19: The following users are created on CUCM by UCCX during the UCCX install:

a. Move the address of the available CTI Managers to the Selected CTI Managers box.

b. Enter the following account information for the CM Telephony Subsystem :

i. User Pr efix uccxJTAPI (The Prefix user is crea

used to distinguish it in a two node (HA) system. )

ii. Password and Password Confirmation Cisc0123


c. Move the address of the available CTI Managers to the Selected CTI Managers box.

d. Enter for RMCM Subsystem

i. User Id uccxR MCM

ii. Password and Confirm Password Cisc0123


Step 21: Configure the system parameters

for the following:

a. HR sessions 2

b. Recording Count 10

c. Outbound will be auto filled

by the license file information.

d. Codec select the

appropriate code. The lab will use the default G711.


Step 23: Select the appropriate Language . Both Group Default and

Country Specific must be selected.

Step 24: Click Next . It will take a few minutes for the next screen to come up.


Step 25: Select the End User(s) from the Cisco

Unified CM User list and move the

account(s) to the CCX Administrator box. The uccxAdmin account will be used to

administer the App Admin. The

Administrator account created during the

installation period is not longer available once the wizard has completed.

Step 26: Click Finish .

Step 27: A Setup Result Information page displays. Review the information and then close the

browser window.

NOTE: Due to a bug in the code being used in this lab the Application Use r s just created

need to have their passwords reset on CUCM.

Step 28: Launch IE and browse to CUCM: https://10.1.100.100/ccmadmin .

Step 29: From the main menu select User Management Application Users .

Step 30: Click Find .

Step 31: Click on the uccxJTAPI user and reset the password to Cisc0123 .


Step 33: Return to the List of Users by clicking Go next the Related Links.

Step 34: Click on the uccxR MCM user and reset the password to Cisc0123 .


!


TASK 3: Getting Around in CCX Admin istration

Step 1: Re- launch IE and browse to the address: https://10.1.100.110/appadmin

Step 2: Login with the account credentials

created during the wizard process:

a. Username uccxAdmin


The Menu Bar gives access to the configuration of the UCCX system.

The Navigation drop do wn list is the way to navigate through the system menus such as UCCX

Serviceability or Disaster Recovery System. Make a s elect ion and click Go .

What is this? Login

Cisco Unfied CCX

Administration This is the main Application Admini stration pages

where system parameters, subsystems, wizards, and more are located and configured from.

UCCX specific Administrator

account

Cisco Unified CCX

Serviceability CCX Serviceability is used to configure trace files, alarms and to activate and deactive se rvices.

Starting and Stopping the CCX Engine is going to

be done from this location.

Same as the UCCX specific

Administrator account. If navigating from and already

logged in to the App Admin pages

time.

Cisco Desktop

Administration This is used to configure Enterprise Data,

Personnel, Cisco Unified Presence Settings, and Agent E -Mail Settings .

Note: Work Flow editing will still require the

installation of a local Desktop Administrator

application. This application can be downloaded from the Tools Plugins page.

Same as the UCCX specific

Administrator account. If

navigating from and already

logged in to the App Admin pages

time.

Cisco Unified Serviceability

This Serviceability access i s where system level

services are accessed from. This would be

services such as

Use the CLI/OS Administrator account.

Cisco Unified OS

Administration Command Line Access or CLI is not required to

view how the CCX server is running. Having the capabilit y of changing the IP address on the NIC

or viewing system information is going to


Disaster Recovery

System Remember BARS? Well this is now replaced with



Step 3: Select Cisco Unified CCX Serviceability and click Go .

Step 4: From the main menus select Tools Control Center: Network Services .

Step 5: Expand the Subsystem Manager services by clicking on the arrow.

Step 6: Select the radial button next to Cisco Unified CCX E ngine.

Step 7: Click Restart from the control buttons.

Step 8: Observe the Engine stopping and restarting.

Step 9: If the page does not appear to be refreshing, click on the Refresh button.


What about OS Control?

OS and System control can be done from two locations. The f irst is from the UCCX GUI. The second is

from the Command Line Interface (CLI) . Which interface is going to be used will depend entirely on the

comfort level of the person administering the system. Just remember CLI access is not necessary to

maintain the UCCX server(s). What can be done via CLI can also be done via the GUI interface. Such as changing a h ostname or even an IP address.

Step 1: From the Navigation menu select Cisco Unified Serviceability and Click Go.

Not e: Jumping from Cisco Unified Serviceability to Cisco Unified CCX Serviceability will require a re -

logon.

Step 2: Login with

a. Usernam e Ad m in ist r at o r

b. Password Cisc0 1 2 3

The menu selections offered are related to the underlying system services.

Step 3: If any services that are not directly tied to the UCCX system need to be activated or deactivated they can be

found un der the Tools menu. From the Tools menu

select Service Activation .

Step 4: If HA is configured then both servers can be managed

from the Primary Master. Select the appropriate server (1 0 .1 .1 0 0 .1 1 0 ) where extra services need to be

activated or deactivated and click Go.

Step 5: Select the Cisco AXL Web Service check box.


Step 7: Click OK to acknowledge the Pop up warning and wait for the page to refresh.

Step 8: To stop, start or restart a service from the menus select Tools Control Center:

Feature Services.

Information displa yed here will show what state a particular service is in. It is also easy to navigate to

any of the sub menus related to the Control Center by making a selection from the Related Links drop

down list.


A further look at

License files can be added to the system in two different ways. The first is via the Initial Configuration Wizard and the second is via the System Menu. Via the System menu License Information can either be

viewed to see what is currently configured on the system or to make any license changes. Please be sure

to read the information about Node Locked licenses at the beginning of this guide. Remember ANY

changes made to the underlying system information will require a new license file. If a change is required

there will be a 30 day grace period applied to the system. This should be sufficient time to obtain a new license file. If one is not applied within the 30 days, the UCCX system will cease to function. Every time

an AppAdminitrator logs into the system a pop up

box will indicate that the system is running on a

system where a new license file is required. In fact will show how many days are remaining on the

Step 9: Return to AppAdmin using the Navigation menus.

Step 10: From the main menus select System License Info rmation Display License(s) .


Step 11: To add a license or update licensing from the System

menu select License Information Add License(s) .

Step 12: Click Browse and select the ccx80_addon_19a68f96fafa.lic

Add -On license. The license is in the following folder Share d Documents UCCX80 Licenses .

Step 13: Click Upload .

Step 14: Go back and take a look again at the License information (System License Information

Display License (s). Note the additional licenses added.


Task 4: Getting Comfortable with UCCX 8.0

Create a C SQ with agents using the RmCm Wizard

Step 1: From the main menus select Wizard RmCm Wizard Description of Steps.

Step 2: Read through the descriptions and then click Next .

Step 3: Add two skills. Enter the first Skill Sales .


Step 5: Click OK in the pop up box to ent er another skill.

Step 6: Enter the second Skill Support .


Step 8: Click Cancel to continue on to the next step in the wizard.

Step 9: Resource Groups will not be configured. Click Skip to

continue.


Step 10: Click Next to select the Resources (Agents) already create.

Step 11: Review the Agent list and confirm that th ey have the correct Capability assigned.

Step 12: Click on agent2 and assign Emma the capabilities of Supervisor and Reporting as well as

Agent .

Step 13: Click on the IVR and ICD check boxes.




Step 16: In the Resource List select George Tennant .

Step 17: Using the table configure both Agents with the following parameters:

Agent George Tennant Emma Davis

Resource Group -Not Selected - -Not Selected -

Automatic Available Enabled Enabled

Assigned Skills Support Level 10 Sales Level 10

[1] , then select the Competence Level [2] , and then click the arrow to move this skill level to the Assigned Skills level [3] .

Team * Default Default Team information will be configured in a later step.

Step 18: Click on Add a new C ontact Service Queue .

1

2

3


Step 19: Create two queues with the following parameters:

Step 20: Click Next to complete the second page of the CSQ configuration.

Step 21: Click Next

Step 22: Create two Teams , one for each CSQ by clicking on A dd a New Team. Use the information

provided in the table on the following page.

Queue Number 1 2

CSQ Name CSQSales CSQSupport

CSQ Type Voice Voice

Queue Criteria FIFO FIFO

Autom atic Work Enabled Enabled

Wrapup Time Enabled 10 Sec Enabled 10 Sec

Resource Pool Selection Model Resource Skill Resource Skill

Service Level 5 5

Service Level Percentage 70 70

Prompt -No Selection - -No Selection -

Resource Selection Criteria Longes t Available Longest Available

Select Required Skills Sales Support

Minimum Competence 5 5


Team Name Sales Support

Primary Supervisor Emma Davis Emma Davis

Secondary Supervisors none None

Assigned Resources Emma Davis George Tennant

Assigned CSQ CSQSales CSQSupport

Step 23: Click Next when both Teams are created.

Step 24: The system automatically launches the Application Configuration Wizard. Since CTI Ports

(Media) need to be created before an Application can be created, click Exit.


CTI Port Configuration

Step 1: From the main menus select Subsystems Cisco Unified CM Telephony Call

Control Group .


Step 3: Configure two Call Control Group s with the following parameters:

Parameter Group 1 Sales Group 2 Support

Group ID

5000 6000

Enter in a unique identifier for the CTI port group.

Description

This will auto fill however add the

following to the end Sales

This will auto fill however add the

following to the end Support

This information will auto fill however to provide a more detailed description eithe r change the default or add to the description as shown in the lab.

Number of CTI Ports

5 5

These are the total number of CTI ports that will be assigned to a Trigger and Application.

Media Termination Support

Yes Yes

Device Name Prefix

CTI_S CTISu

Use a name that will be quickly identified on CUCM.

Starting Directory

Number

5001 6001

Enter the starting DN for the CTI ports. These ports will be created on CUCM

by the UCCX system. It is recommended that these port be configured in this

manner and not created first on CUCM.

Step 4: Leave the default values for the remaining drop down lists. (Screen shot on next page.)


Step 5: Click Add . The system will then configure the CTI Ports on CUCM.

Step 6: Create the second CTI Call Control Group as per the table on th e previous page.

Create an Application

Step 1: From the main menus select Application Application Management .


Step 3: The application type being created is a Cisco Scrip t Application .



Step 5: Create two applications using the following parameters :

Parameter Application 1 Sales Application 2 - Support

Name Sales Support

Give the application a unique name.

ID 99 98

Assign an ID number to the script.

Maximum Number of

Sessions

5 5

How many calls will this application accept.

Script SSCRIP[icd.aef] SSCRIP[icd.aef]

Select the appropriate script from the drop down list.

Contact Service Queue

Which group of Agents will be assigned to answer calls for this application.

These prompts can be changed from what the def ault is in the base script.

Description Sales Support

Enabled Yes Yes

Step 6: Click Add .

Step 7: When the page refreshes click on Add New Trigger on the left hand side of the page.

What is a

Trigger?

A tri gger will be one of two types:

Unified CM Teleph ony Tri gger

HTTP Trigger

A Unified CM Telephony Trigger is just another way to say Route Point. This is the number that

can be called or have calls directed to that will invoke an application that will then direct the caller

to an agent.

An HTTP T rigger is use d to invoke an application by making a selection from within a web

browser.


Step 8: The Trigger will be a Un i fied CM Telephony Trigger .


Step 10: A Trigger will be created for each Application. Configure the two triggers with the following

criteria:

Para meter Application Trigger 1 Sales Application Trigger 2 Support

Directory Number 5000 6000

This needs to be a unique DN that will be configured by the UCCX system on CUCM.

Language

English (United States) [en_US] English (United States) [en_US]

This can be left at the system default or a selection can be made from the drop down list.

Application Name

Sales Support

This will auto fill when configured from Application Management.

Device Name

CTI_RP_Sales CTI_RP_Support

Give the CTI Route Point a name that will easily identify it and its purpose on CUCM.

Description

Enter in a brief description.

Call Control Group

Unified CM Telephony Group#5000Sales Unified CM Telephony

Group#6000Support

Select the previously configured Call Control Gro up (CTI Port Group) that was created for

this application.


Step 11: Click Add .

Step 12: Click Back to Application List to add the second Application.

Summary View

To obtain a summary overview of what is included in a script configuration from the Application List pag e,

click on the Summary button.

The following summary information is displayed on the Application Provisioning page and can also be modified from this location.

Where is CAD?

Depending on how CCX is licensed, the agent s interface will be either Cisco Agent Desktop (CAD) , a

client that is run on the agent workstation , or Cisco Ag en t Desk t op Browser Ed i t ion ( CAD - BE) , a

browser based client .

Step 1: From the main menu se lect Tools Plug - ins .

Step 2: Click on the Cisco Unified CCX Desktop Suites link .


If this the first time that CAD is being installed first download and run or run from the serv er the

Cisco Un i fied CCX Client Configuration Tool . This tool sets up the msi installers f or all three

desktop clients on the server so that they can be downloaded onto a workstation. The

clients cannot be downloaded until this client

is run.

Step 3: Run the Client Configuration Tool .

Step 4: Log out of AppAdmin and log back in again.

Step 5: Return to the Tools Plugins page.

Step 6: Click on the Cisco Unified CCX Desktop Suites link.

Step 7: Now c lick Cisco Unified CCX Agent Desktop link and either run the install from here or

download a copy of the client to the workstation and then perform the install.

Step 8: The install of CAD requires Java Runtime Environment 1.6 to be installed. If it is not found on the workstation the CAD installer will install it.

Step 9: Now login to the Agent2 PC . (These next steps can be completed by your lab partner if

you have one. Just follow the same conn ection instructions as outline

Step 10: Open IE and browse to the AppAdmin pages. Login in with:



Step 11: From the main menus select Tools Plugins

Step 12: Install the Cisco Unified CCX Supervisor Desktop client.

Cisco Un i fied Desktop Admi nistrator

The Cisco Agent Desktop (CDA) client will run as is without any further configuration however most environments would like to customize what quick task functionality can be given to the agents. This

customization is done via the Cisco Desktop Administ rator.

The CDA steps below are included to show what is configured via CDA as opposed to what is now done via

the Web CDA.

Step 15: Expand the work flow all the way to the CAD Agent User Interface .

Step 16: Update the Site Name to AppAdmin .

!

1

2


Step 17: Enter the URL https://10.1.100.110/appadmin

Step 18: Click Add .

Step 19: Click Apply .

Does UCCX 8.0 really work? back and forth.

A Qu ick Ch eck

Before running CAD m ake sure that the phones are registered with the uccxRMCM user created earlier.

This should be com pleted by the Rm Cm Wizard however experience has shown that it s bet ter to check and be sure.

Step 20: I f not already connected to CUCM, browse to ht tps: / / 10.1.100.100/ ccm admin

Step 21: Login with Administ rator and Cisc0123.

Step 22: From the m ain menus select User Managem ent Applicat ion Users.

Step 23: Click Find.

Step 24: Click on the uccxRMCM user.

Step 25: Make sure that both users phones are in the Associated Devices box.

Using CAD in 8.0

Step 1: Log Agent 1 into their CAD .

a. Username agent1


c. ICD Extension 3009
https://10.1.100.110/appadminhttps://10.1.100.100/ccmadmin


Step 2: Make the Agent Ready .

Step 3: From the second Workstation dial the extension 6000.

Step 4: On the Agent1 Workstation the call is presented to the agent and they are able to answer the call.

CCX Editor

Via the App Admin it is not possible to view or download the system default scripts such as aa.aef, icd.aef

and so for th. I nstalling the CCX Editor will also include and not lim ited to the basic aa.aef, icd.aef scripts

so they can be customized.

Step 1: Launch the CRS Editor from the Agent 1 Workstation. Start Program Files Cisco

Unified CCX Editor_801 Cisco Unified CCX Editor .

Step 2: Log in to the Editor with the uccxAdmin

credentials.

Step 3: Click on the Open Folder icon.

Step 4: Browse to the wfavvid_801 Scripts

System Default directory to find the

system default scripts.

Step 5: Take a few moments to browse through one or two scripts.


Step 6: Close any scripts that may have been opened.

Step 7: From the menus select Debug Reactive Script .

Step 8: In the pop up box type in the following: a. Script name SSCRIPT[icd.aef]

Tip : The script needs to be entered in the way the

system sees it. When a script is selected on the Applications Applications Management screen in

script.

b. Wait Time (secs) 120

Enter in enough time so that the script can be triggered.

Notice how the Reactive Debugging Script now shows a countdown timer showing how

many seconds are remaining before the reactive script will time out.

Step 9: Keeping focus on the Agent 1 Workstation, return to the phone on Agent 2 Workstation and

dial ext 6000.

Step 10: Watch how the C CX Editor pops up the icd.aef script as it is triggered by the call to ext 6000.


Step 11: Using the navigation / debug tools step through the script and listen to the re sponse on

the phone.


Task 5: Maintaining UCCX

File Management

File management changes with UCCX moving to an appliance. It is no longer possible to load any

Any files that may have been stored in user defined subdirectories on the Window platform will now need to be uploaded to the Repository on Linux platform.

This file management is done via the AppAdmin interface and does not require the administrator to access

the CLI to upload or download an y files. Files will be managed from the Applications menu as described in

the steps below.

Step 1: Return to the browser and if logged out, log back into App Admin .



Upload a new script

Step 2: From the main menus select Applicatio ns Script Management .

Step 3: Click on Create New Folder .

Step 4: Give the folder a name such as AutoAttendant .

Step 5: Click Create .

Step 6: Click Return to Script Management .

Step 7: Select the new AutoAttendant Folder.


Step 8: Click on Upload New Script .

Step 9: Click Browse and browse to the Shared Documents Scripts Folder on the Agent 1

Workstation.

Step 10: Click on Upload .

Step 11: Click on Return to Script Management .

Step 12: The newly uploaded script is now available for use from the system Repository.

Step 13: Return to Application Application Management and insert th e new script into one of

the already available CSQ.

Step 14: Update the necessary fields to reflect the new script.

Note: The Script name is now only preceded by SCRIPT whereas if a system scripts was chosen the script

would be preceded with SSCRIPT.

Step 15: Test the ne wly installed script by dialing extension 6000 from Agent 2 Workstation.


Am I running out of Disk space?

Now th at any files used by the UCCX system need to be on box how is disk space managed? With the

move to the appliance, opening My Computer and chec king how much space is consumed is no longer

statistics via a Windows interface is now done via the Real Time Monitoring Tool. So to find out if the app

Not e: The RTMT is specific to the version of CUCM or UCCX. I f you receive an error when logging in close

the login window and launch the correct tool.

Step 16: Login to the Tool using the following:

a. Host IP Address is the address of the CRS Server 10.1.100.110 .

b. User Name Administrator

account)

c. Password Cisc0123

Step 17: Leave the remaining default selections and click OK .

Step 18: Click OK to select the Default configuration.

Step 19: From the System Server m enu select Disk

Usage .

The RTMT will show both graphically and through number representation what the disk usage amount is.