This document describes to end users how to quickly walk through a Communications Manager (CM) server setup and verify that all the proper settings for a Unified Contact Center Enterprise (UCCE)/Cisco Unified Contact Center Express (UCCX) integration with CM are in place. If any of these settings are incorrect, then various different problems are expected to occur (such as you are not able to control the agent line, you receive a duplicate Distinguished Name (DN) error/Share Line error, and so on). The Technical Assistance Center (TAC) requests the modification of the parameters if any are incorrect. This document is also necessary for UCCX integrations.
Cisco recommends that you have agents configured with DNs already configured on CM and integrated within UCCE.
The information in this document is based on these software and hardware versions:
CM 6.X Revision 11.x, installed
UCCE 7.x Revision 10.5, installed
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.
If your agents use 8900 Series or 9900 Series phones, you must enable Multi-Line on the Unified Communications Manager peripheral. Since this configuration option is a peripheral-wide option, if you enable Multi-Line for even one agent who uses an 8900 Series or 9900 Series phone then you must enable it for all agents. You must configure all phones with these settings:
• Set Maximum number of calls to 2. • Set Busy trigger to 1.
UCCE and CM configured with a 'PGUser' type associated on both sides.
Check that the Application User, not an End User, is configured for the connection between the CM and UCCE/UCCX. The Application User configuration has been required since it was introduced back in CM Release 5.x.
As shown in this example, there is a 'pguser' configured within the Application User and not End User. This is very important.
Ensure that the Application User has the right associations in the Permissions Information section.
The five Groups and Roles selected here are the only Groups/Roles that should be selected for the vast majority of integrations. If any else are needed, let the TAC make that recommendation.
Do not choose the 'Standard CTI Allow Control of All Devices' selection because this causes other issues. The 'Standard CTI Allow Control of Phones supporting Connected Xfer and conf' selection is necessary for newer SIP phone models to work properly.
Ensure the phones are selected in the 'Controlled Devices' location. However if the agent logs in via Extension Mobility, ensure that the Extension Mobility profile instead of the device is selected in this location. Do not include the device at all.
Verify that the CM cluster only has the single agent DN and not any other form of that DN at all in the cluster. Choose Call Routing > Route Plan Report > Find (or search on the exact DN that the agent logs in with). The DN should appear only one time. Important restrictions are listed here:
Duplicate DNs are not supported
Duplicate DNs with different partitions are not supported
Call Park and call pickup is not supported
Hunt Groups are not supported
Computer Telephony Integration (CTI) Route Points and CTI ports should never be duplicated because that causes issues
Check the DN configuration for 'Maximum Number of Calls' and 'Busy Trigger'. 'Maximum Number of Calls' should always be 2 and 'Busy Trigger' should always be 1 for any UCCE agent DN. If any other numbers are present, expect various different problems (Shared Line errors when you log in, agents receive multiple calls but cannot handle them, and so on).
In order to verify these values, click the agent phone and choose Agent DN.
There is currently no verification procedure available for this configuration.
There is currently no specific troubleshooting information available for this configuration.
Call pickup and call park are not supported with UCCE/UCCX monitored extensions. Hunt groups are not supported either.