The Unified CCX
Progressive and Predictive Agent Outbound feature allows for outbound calls to
be placed to contacts and then for live contacts to be serviced by
Direct Preview Outbound
Agents can use the Finesse agent desktop to preview an
outbound call before accepting the call.
Cisco Finesse-Based Multisession
handle multiple chat sessions. The administrator can configure one to five
sessions and the agent will be presented with the configured number of
Webchat contacts. The administrator can also configure if voice calls are to be offered
to the agent when on chat.
For Cisco Agent Desktop, only single-session chat
predefined responses are available to all agents in the Manage Chats gadget on
the Finesse Agent Desktop.
administrator can set an alias for the agents. When an agent is on chat, the
alias of the agent is displayed to the customer.
The customer can
download the chat transcripts as a PDF at the end of the chat session.
This option is also available on Cisco Agent Desktop.
Unified CCX supports IPv6 dual stack and IPv4-only addressing.
The following continue to function with IPv4:
Automatic Speech Recognition (ASR) and Text to Speech (TTS) engines. IPv6-only phones cannot take part in ASR/TTS.
MediaSense-based recording works with IPv4. It does not work for IPv6-only phones.
Quality Management-based recording works with IPv4. It does not work for IPv6-only phones.
Cisco Unified Workforce Management (WFM)
information, see the
Support" section of the
Unified Contact Center Express Design Guide, located at:
The phone numbers
of the imported contacts to place outbound calls can be in +E.164 format.
This feature is
available only for Finesse.
Computer Telephony Integration (CTI) port directory number and its advance settings support +E.164 numbering pattern where applicable.
Trigger advanced settings support +E.164.
the use of multiple lines on agent phones. You can configure one or more
secondary lines on an agent phone.
The first four lines (one ACD line and the next three secondary lines) are monitored for setting the agent's state. Any calls on the monitored lines are reported in the historical reports.
Across Line (DTAL) and Join Across Line (JAL) are not supported.
The following new
Live Data reports are available in Unified CCX:
Outbound Team Summary Report
performance statistics for the agents in the team for direct preview,
progressive, and predictive outbound campaigns. The following two views are
available for this report:
Short and Long Term Average
Agent Statistics Report
chat agent statistics.
chat agent statistics and contact statistics for a Contact Service Queue (CSQ).
The following new
Historical reports are available for the Outbound feature in Unified CCX:
Outbound Campaign Summary Report
call statistics for agent-based progressive and predictive outbound campaigns.
Outbound CCDR Report
Provides progressive and predictive agent outbound call-related information.
Outbound Half Hourly Report
Provides information about progressive and predictive agent
outbound calls for every half hour in the time range when the campaign is
Outbound Agent Detail Performance Report
Provides detailed statistics for each agent by campaign
(progressive and predictive).
For extend and connect-based Home agents an option of call by call setup and persistent connection setup is available.
real-time reports are updated for the Chat and Outbound features:
Resource Cisco Unified Contact Center Express Stats Report
real-time Unified CCX chat resource information.
Campaign Stats Report
real-time statistics for each IVR-based and agent-based progressive and
predictive outbound campaign. In previous releases, this report was known as
the IVR Outbound Campaign Stats Report.
Outbound Stats Report
real-time statistics across all IVR-based and agent-based progressive and
predictive campaigns. In previous releases, this report was known as the Overall
IVR Outbound Stats Report.
Cisco Unified Contact Center Express Stats Report
real-time agent information for direct preview, progressive, and predictive
In the Voice CSQ
Summary Report, the Since Midnight view is updated to include the following new
The following new
fields are added to the Chat Web Form configuration on application administration:
The Outbound IVR
license functionality is extended to include both Outbound IVR as well as
progressive and predictive agents. Direct preview outbound is included with a
premium agent license.
Added to Retrieve Session Information
New variables are
added to the
"Get Session Info" step of Unified CCX Editor for IVR-based and
agent-based progressive and predictive outbound campaigns. These variables also are
included in the session for an outbound call that is transferred to IVR
and is received by the answering machine or is abandoned. You must define the
variables in the script editor before you can retrieve the session information.
The following new
variables are added:
number of the caller.
the outbound campaign.
of an outbound call.
You can now configure up to 250 Contact Service Queues and 250 skills.
feature is not available in Unified CCX Release 10.5(1):
Agent Desktop Browser Edition
Finesse is the equivalent web-based agent and supervisor desktop.
Languages for Chat Transcript Download
language of the chat transcript PDF is English for customers whose languages
(locales) are not supported by SocialMiner. The chat transcript PDF supports
all languages that SocialMiner supports except for the following:
If you type in any
of the unsupported languages, the PDF will have a blank line in place of the
line that is in the unsupported language.
Websites for Cisco Agent Desktop
The Cisco Agent
Desktop-integrated browser does not support websites that use cross-domain
Options on Finesse for Direct Preview Outbound
Finesse does not
support Skip, Skip-Next, Skip-Close, Reject, Cancel Reservation, and Do Not
Call for direct preview outbound calls.
Features and Configurations for Progressive and Predictive Agent Outbound
Progressive and Predictive Agent Outbound feature is not supported on Cisco
Unified Border Element (CUBE).
Reporting Statistic" step is not supported for progressive and predictive
agent-based outbound campaigns.
does not support the translation or modification of the phone number that it
uses to dial outbound calls. Any
translation rules" that are configured in the gateway that modifies the
phone number are not supported.
use either of the following two supported methods to modify a dialed number in
remove the initial digits of the phone number, use
digit-strip in the dial-peer configuration.
a prefix to the phone number, use
prefix in the dial-peer configuration.
IOS version 15.3(3)M3 for voice gateway. For more information, see
Unsupported Configurations and Scenarios for Unified CCX
Unified CCX does not support the following configurations:
Shared lines for CTI ports and CTI route points.
Expansion servers, except for Automatic Speech Recognition (ASR),
Text-To-Speech (TTS), SocialMiner and MediaSense, which must be separate, dedicated servers.
ICD call answer/transfer using any third-party attendant console
Use of "place call" step to generate a call and thereafter placing this
call in a queue within the same script.
SIP REFER between a switchboard and Unified CCX if
the transfer is completed after the call has been answered on the Unified CCX
CTI port because of media reestablishment issues.
During TTS prompt playback, if the call is put on hold and then retrieved, the prompt does not continue from the position at which it was left.
Unsupported Actions for Unified CCX Agents
Use of the following softkeys on a Cisco Unified IP Phone is not supported:
Unsupported and Supported Configurations for Agent Phones
Unsupported Configurations for Agent Phones
The following configurations are not supported for agent phones:
Two lines on an agent phone that have the same extension but
exist in different partitions.
Unified CCX extension that is assigned to multiple devices.
Configuring the same Unified CCX extension in more than one device
profile, or configuring the same Unified CCX extension in any combination of
device profiles and devices. (Configuring a Unified CCX extension in a single
device profile is supported.)
In the Unified Communication Manager Administration Directory Number Configuration web
page for each Unified CCX line, setting Maximum Number of Calls to a value
other than 2.
In the Unified Communication Manager Administration Directory Number Configuration web
page for each Unified CCX line, setting Busy Trigger to a value other than 1.
Configuring a Cisco Unified IP Phone with Secure Real-Time Protocol
(SRTP) for use in silent monitoring and recording.
No Cisco Unified Communications Manager device can be forwarded to
the Unified CCX extension of an agent.
The Unified CCX extension of an agent cannot be configured to
forward to a Cisco Unified CCX route point.
Use of characters other than the numerals 0–9 in the Unified CCX
extension of an agent.
Configuring the Unified Communication Manager intercom feature.
The following configurations are supported on agent phones:
A Unified CCX extension that is configured on a single device (but not on
A Unified CCX extension that is configured in a single device profile (but
not in multiple device profiles).
Multiple agents sharing the same Unified CCX extension, which you
can set up as follows:
Configure the Unified CCX extension to a single phone (not in a
Associate the phone with all the agents who will use this
Select the appropriate directory number (DN) as the Unified CCX
extension for each agent.
In this configuration, only one agent at a time can be logged in.
All agents who currently have the Unified CCX extension to be shared
must log out before you configure additional agents to share that
Unsupported Features in Unified Communications Manager and Cisco BE 6000
The following Unified Communications Manager features are not supported by Unified CCX. These features are disabled by default and should not be enabled for Unified CCX. For more information about these features, see Unified Communications Manager documentation, located at:
DSCP IP CTIManager to Application service parameter.
You can enable this service parameter for Unified Communications Manager but it does not
affect Unified CCX.
Advanced Ad Hoc Conference Enabled service parameter.
Drop ad hoc conference when creator leaves.
Signaling (QSIG) Path Replacement (PR).
This feature must be disabled when Unified CCX is deployed. To
disable this feature, set the Unified CM service parameters Path Replacement
Enabled and Path Replacement on Tromboned Calls to False.
Forced Authorization Code and Client Matter Code.
Because these features can be enabled per route pattern, you should turn them off for all route patterns in the Unified Communications Manager cluster that Unified CCX might use. Enabling these features for route patterns that Unified CCX does not use does not affect Unified CCX.
Multilevel precedence and preemption (MLPP).
You can enable this feature for devices in the cluster that do not
interact with Unified CCX.
Do not use Unified CM Administration to add or
change CTI ports or route points that are used by Unified CCX or
application users that are created by Unified CCX.
If you have an
account with Cisco.com, you can use the Bug Search tool to find caveats of any
severity for any release.
CCX Notifications Service stuck in Shtudown after upgrade to 10.0
Cross Frame Scripting Vulnerability in Cisco UCCX
UCCX Second Node Redirects To HTTPS IP Instead Of FQDN
perm validation failed in CUIC while reimporting the report - CSCuo08473
CAD randomly frozen for couple of min when an outbound call is presented
UCCX: SFTP session is kept open after a successful backup
UCCX: Configure Resource option under User View for agent throws error
UCCX: Need more robust handling of RMCM init issues due to cnfg errors
DOC: UCCX Port Guide shows CSD Chat port as 59020 but should have 59021
UCCX: 3 - 5 Second Delay on CAD When Answering New Call
UCCX: Agent PC Will Freeze Upon Macro Execution
Silent Monitor fails when Agent DN is greater than 12 digits
UCCX Refresh Upgrade fails with "Internal Error" at step 8
UCCX does not accept email addresses with .local in the domain name
CSD will only accept domain suffixes of three or less characters.
UCCX: Unable to upload prompt in UCCX 10
UCCX 9 Admin Guides incorrectly mention support for E.164
UCCX: CUIC XMPP information not updated after adding domain information
JTAPI logging page parameters reset
DOC: Web Chat CSQ Agent selection algorithm
The following table contains information on the known limitations in the
latest Unified CCX release. We has evaluated these defects on a case-by-case
basis. For each defect, we have determined that one of the following is true:
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