Configure Extend and Connect Feature for UCCX

Introduction

This document describes how to configure Extend and Connect Feature for Cisco Unified Contact Center Express (UCCX). 

With the Extend and Connect feature, Unified Contact Center Express agents and supervisors can work from a remote location using any device. This feature gives the user (agent or supervisor) the flexibility to answer or make calls using devices that are connected to the PSTN or to mobile or other PBX networks.

Extend and Connect functions by leveraging CTI remote device and persistent connection features of the Cisco Unified Communications Manager (CUCM)

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco Unified Communications Manager (CUCM)
• Cisco Jabber
• Cisco Unified Contact Center Express

Components Used

The information in this document is based on these software and hardware versions:

• Cisco Unified Communications Manager (CUCM) 12.5
• Cisco Jabber 12.5.1
• Cisco Unified Contact Center Express (UCCX) 12.5(1)

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Configure

Configurations

Step 1. Create an Enduser with these parameters.

1. Enable Mobility.
2. Add these roles to Access Control Group:

• Standard CCM End-Users
• Standard CTI Enabled

Step 2. Create a Cisco Unified Client Services Framework (CSF) Device.

1. Associate the Device to the end-user created in Step 1.
2. Associate the line to the same end-user.

Step 3. Create a CTI Remote Device.

1. Select the Enduser Created in Step 1.
   
   
2. Add the line. Associate the line to the end-user created in Step 1.
   
   
3. In the CTI Remote Device Configuration page. Click on Add a New Remote Destination under Associated Remote Destinations.
   
   
4. In order to use the remote destination with Cisco Jabber clients must configure the destination name as JabberRD.
   
   
5. In the Remote Destination Configuration window, enter the External number for the user in the Destination field.

For instance, the external number is the mobile number of the Agent with Route Pattern Prefix if any.

Enable Extend and Connected field is checked by default.

Step 4. Go to the end-user configured in Step 1.

1. Associate both the CSF and CTI Remote device.
   
   
2. Select the Primary and IPCC Extension. IPCC Extension is the DN of the CTI Remote Device.

Step 5. Navigate to the rmcm application user. In Device Association, associate the CTI Remote device.

Step 6. Configuration in CCX.

1. In order to select Persistent Connection or Call by Call mode, under CCX administration page, navigate to System > System Parameters > Persistent Connection.
   
   If you select disable on the persistent connection, it by default enables call by call mode. Refer UCCX design guide to understand the difference between persistent and call by call mode.
   
   
2. Configure the resource for required skills, resource group, team and etc.

Verify

Step 1. Log in to Jabber Device with the use of how the end-user is configured in Step 1.

In Use other number of calls, Select the external number configured for Remote Destination, as shown in this image.

Step 2. Verify that CTI Remote device shows registered and external number shows up as Active Remote destination number.

Step 3. The procedure to verify the Cisco Finesse Desktop Login to extend and connect feature in persistent mode is below

1. Log in to Cisco Finesse Desktop using credentials for the end-user created in Step1 and CTI RD extension.
   
   
2. Verify that External Number for the CTI RD gets the call when you click the login button on finesse.
   
   
3. At the same time, Jabber Device shows “EC Mode” with an indication that incoming call is on the external number.

Note: In Call By Call Mode, the external number doesn't get this call during agent login.

 4. Jabber shows EC Mode after the call answered at the external device.

 5. In the Cisco Finesse Desktop, change the state to Ready. Verify that able to answer calls using Cisco FInesse Desktop.

Troubleshoot

There is currently no specific troubleshooting information available for this configuration.

Related Information

• Home Agent with Extend and Connect in Solution Design Guide for Cisco Unified Contact Center Express.
• Extend and Connect in Cisco Unified Contact Center Express Administration and Operations Guide
• Extend and Connect in Feature Configuration Guide for Cisco Unified Communications Manager.