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Cisco Unified Contact Center Express

Integrate CUCM with UCCX

Cisco - Integrate CUCM with UCCX

Document ID: 113389

Updated: Jan 13, 2012

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Introduction

This document provides a sample configuration for the deployment of Unified Contact Center Express (CCX) with Unified CallManager (CM).

Prerequisites

Requirements

Ensure that you meet these requirements before you attempt this configuration:

  • Installation of the Unified CCX software on the first node, or publisher node first, and then on the second node has to be done.

  • DNS configuration is mandatory for Unified CCX installation. Both Forward and Reverse records are required.

  • Configure the server by using a static IP address so that the server IP address remains unchanged.

Components Used

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

  • Unified CCX 8.x that is packaged with the Linux-based Unified Communications Operating System (UCOS). It is an appliance model developed by Cisco.

  • Cisco Unified Communications Manager (CUCM) 8.x

  • Hardware for both UCCX and CUCM: Approved Media Convergence Servers (MCS), B-series, or C-series servers

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.

Conventions

Refer to the Cisco Technical Tips Conventions for more information on document conventions.

Perform Initial Setup for the First Node

After you install Unified CCX, use the web interface of Cisco Unified CCX Administration to perform the initial system setup. Cisco Unified CCX Administration is a web-based application that allows you to control, configure, and monitor many functions of your Unified CCX system.

Start the Initial Setup Configuration on the Unified CCX 8.x Server

In order to perform the initial setup on the Unified CCX 8.x system, complete these steps:

  1. Enter the http://servername/ URL in a web browser, where servername is the host name or the IP address of the server that you installed Unified CCX. Then, click the Cisco Unified Contact Center Express link.

    The product information page displays.

  2. Click Cisco Unified Contact Center Express.

    The Cisco Unified CCX Administration Authentication window appears.

  3. From the Cisco Unified CCX Administration Authentication page, enter the Application username and password that you created during installation.

  4. Click Login.

    The Cisco Unified CCX Administrator Setup window for the initial setup procedure displays.

  5. Choose Fresh Install. Then, click Next to continue.

    The Cisco Unified CM Configuration - Service Provider Configuration window displays.

  6. From the Cisco Unified CM Configuration - Service Provider Configuration window, enter the Unified CM hostname or IP address, AXL Admin User Name and Password in the respective fields for the Unified CM that you have installed to communicate with Unified CCX 8.x. Then, click Next to continue.

    The License Information window displays.

  7. From the License Information window, click Browse to select the license file that you have purchased. Then, click Next to continue.

    The License Information window with validation information displays.

  8. Verify the validation information that appears in the License Information window. Then, click Next to continue.

    The Component Activation window displays.

  9. Wait until all the components get activated. Once all the components are successfully activated, click Next to continue.

    The Publisher Activation window displays.

  10. Select the checkboxes that correspond to each datastore in order to activate the Publisher. If the checkboxes corresponding to the listed datastores are already selected and greyed out, then this is the first node in the cluster which would be the Publisher by default. Click Next to continue.

    The Cisco Unified CM Configuration window displays.

  11. From the Cisco Unified CM Configuration window, the Cisco Unified CCX 8.x AXL Service Provider Configuration area for a Unified CM Cluster setup displays a list of IP addresses of the AXL Service Providers sorted by priority, where the Unified CM Publisher is listed first followed by the Unified CM Subscribers.

    During the AXL Service Provider Authentication in the Unified CM Cluster deployment, the priority is given to the Unified CM Publisher. However, if the Unified CM Publisher is offline or not available, the next available Unified CM Subscriber is chosen for user authentication. You can also change the priority of the AXL Service Providers, if necessary, by selecting the IP address of an AXL Service Provider in the list and clicking the up and down arrow.

    uccx-cucm-01.gif

  12. Click Next to continue.

    The System Parameters Configuration page displays.

    Note: The details appear as shown here:

    uccx-cucm-02.gif

  13. Click Next to continue.

    The Languages Configuration window displays.

    Note: The details appear as shown here:

    uccx-cucm-03.gif

  14. Click Next to continue.

    The User Configuration page displays.

    Note: In the Cisco Unified CM Users list box, choose the Unified CM user that you want to designate as the Unified CCX Administrator.

  15. Click Finish.

    The Cisco Unified CCX Setup Result Information window displays confirming the result of the initial setup. The Unified CCX engine restarts.

  16. Close your web browser. You have completed the initial setup of Unified CCX. Now, the user selected as the Unified CCX Administrator (in step 14) can access the Cisco Unified CCX Administration using the Administrator credentials.

uccx-cucm-04.gif

Create New Unified CM Users

In order to create new Unified CM users, complete these steps:

  1. Access the Cisco Unified CM Administration Authentication window and log in using the Administrator credentials.

  2. From the Cisco Unified CM Administration Setup window, choose User Management > End User.

  3. In the Find and List Users window, click Add New.

  4. Create an end user by specifying the mandatory fields and other required details.

  5. Once the end user creation is successful, navigate back to Cisco Unified CCX Administration. From the User Configuration window, assign the newly created user as Administrator.

  6. Choose Tools > User Management, then select the Administrator Capability View.

  7. Click Update if the User Configuration window does not display the new end user in the Cisco Unified CM Users list box.

  8. In the Cisco Unified CM Users list box, choose the Unified CM user that you want to designate as the Unified CCX Administrator.

  9. Click the left arrow (<) to move the selected user to the Cisco Unified CCX Administrator list box.

  10. Click Finish.

  11. If the call center needs to be operational after you finish installing the first node, then run the Unified CCX Desktop Client Configuration Tool on this node. In order to do this, login to the web interface of the Cisco Unified CCX Administration. Then, choose Tools > Plugin > Desktop suit > Client Configuration Tool. Let the Unified CCX Desktop Client Configuration Tool run until it stops.

    Note: If calls are to be taken only after both nodes (in an HA setup) are up, then the Unified CCX Desktop Client Configuration Tool has to run only once. Otherwise, run it twice: once after the first node is up and one more time after the second node is up.

    uccx-cucm-05.gif

Related Information

Updated: Jan 13, 2012
Document ID: 113389