The Unified CCX provides a multimedia (voice, data, and web) IP-enabled customer-care application environment, using VoIP technology that allows your Cisco Unified Communications network to share resources with your data network.
You can then use a web browser located on any computer on the IP network to configure and administer your applications with the Unified CCX Administration web interface.
Support for High Availability and remote servers is available only in multiple-server deployments.
The Unified CCX Administration web interfaces, that is, Cisco Unified CCX Administration and Cisco Unified CCX Serviceability, together allow you to:
Configure and monitor overall system functions, applications, and subsystems
Access a wide variety of system tools
Perform many other administrative tasks
The following sections provide more information about the Unified CCX Administration web interface:
The web pages of the Unified CCX Administration web interface allow you to configure and manage the Unified CCX system and its subsystems.
Use the following procedure to browse into the server and log in to Unified CCX Administration web interface.
Open the Unified CCX Administration Authentication page from a web browser on any computer on your network and enter the following case-sensitive URL:
In this example, replace <servername> with the hostname or IP address of the required Unified CCX server.
A Security Alert dialog box displays.
Click the appropriate button.
The Authentication page appears.
Ensure that Cisco Tomcat and Cisco Unified Cluster View Daemon services are running before you log in to the Unified CCX Administration using the above-mentioned URL. If you are using Microsoft Internet Explorer Version 6.0 or later or Mozilla Firefox Version 2.0 or 3.0 browser, verify that the popup blocker is disabled.
On the main Cisco Unified CCX Administration web page, enter your Unified CCX username and password.
If you are accessing Unified CCX for the first time, enter the Application User credentials specified during installation of the Unified CCX. See the Cisco Unified Contact Center Express Installation Guide for further instructions. The user ID is case insensitive in Unified CCX.
A web page opens listing information about Cisco Unified CCX Administration and the Cisco Unified CCX Administration menu bar appears at the top of the page.
For security purposes, Cisco Unified CCX Administration logs you out after 30 minutes of inactivity, and you must log back in.
Cisco Unified CCX Administration menu bar and menus
The Cisco Unified CCX Administration menu bar appears at the top of every web page of the Unified CCX Administration web interface. You begin every Unified CCX configuration and administration task by choosing a menu and submenu option from the menu bar.
The Cisco Unified CCX Administration menu bar contains the following menu options:
System—Contains options for configuring new servers in the cluster, Unified CM information, language information, changing system parameters, custom file configuration, and adding or displaying licenses.
Applications—Contains options for managing applications, scripts, prompts, grammars, documents, and AAR files.
Subsystems—Contains options for configuring parameters for the subsystems that are licensed for your Unified CCX server. Your Subsystems menu may include submenu options for one or more of the following subsystems: Unified CM Telephony, Unified CCX, Cisco Unified Intelligence Contact Management Enterprise (Unified ICME) software, Database, HTTP, Email, Cisco Media, MRCP Automatic Speech Recognition (ASR), and MRCP Text-To-Speech (TTS).
Wizards—Contains options that provide access to the following wizards of your Unified CCX server: Application and RmCm.
Tools—Contains options that allow you to access system tools such as Plug-ins, Real-Time Reporting, Real-Time Snapshot Config, and Historical Reporting. You can also assign access levels to administrators and supervisors and reset passwords.
Help—Provides access to online help for Unified CCX.
Cisco Unified CCX Administration navigation
After you log in, the main Cisco Unified CCX Administration web page redisplays. The web page includes the drop-down list box in the upper right corner called Toolbar. To access the applications in the drop-down list box, choose the program that you want and click Go.
The minimum supported screen resolution specifies 1024 x 768. Devices with lower screen resolutions may not display the applications correctly.
The choices in the drop-down list box include the following Cisco Unified CCX Administration applications:
Cisco Unified CCX Administration—Use Cisco Unified CCX Administration to configure system parameters, subsystems, wizards, and much more
Cisco Unified CCX Serviceability—Takes you to the main Cisco Unified CCX Serviceability web page that is used to configure trace files, alarms, and to activate and deactivate services
Cisco Desktop Administrator—Takes you to the main Cisco Desktop Administrator web page that is used to configure Enterprise Data, Personnel, Cisco Unified Presence Settings, and Agent Email Settings
Cisco Unified Serviceability—Takes you to the main Cisco Unified Serviceability web page that is used to save alarms and traces for troubleshooting, provide alarm message definitions, activate and deactivate services and so on
Cisco Unified OS Administration—Takes you to main Cisco Unified OS Administration web page, so you can configure and administer the Cisco Unified Communications platform
Disaster Recovery System—Takes you to the Cisco Disaster Recovery System, a program that provides data backup and restore capabilities for all servers in a Cisco Unified CCX Administration cluster
You can log in to Cisco Unified CCX Administration as either an end user or application user.
An end user is a user that is configured on the Unified CM with Administrator capability in Unified CCX. An application user is a user that is configured during the installation of Unified CCX having administrator capability by default.
If you log in as an end user, you can access the following applications that display in the Navigation drop-down list box in top right corner of the Administration menu bar:
Cisco Unified CCX Administration
Cisco Unified CCX Serviceability
Cisco Desktop Administrator
If you log in as an application user, you can seamlessly traverse between the above-mentioned Unified CCX web applications as well as the Cisco Unified Serviceability without logging in again.
An application user can login to these four Unified CCX web applications even when Unified CM is down.
You can access the following platform-based web applications using the platform user credentials as configured during installation of Unified CCX:
Cisco Unified Operating System Administration
Disaster Recovery System
To access these applications from Cisco Unified CCX Administration, you must first choose the desired application from the Navigation drop-down list box in the upper right corner and click Go.
Unified CCX configuration web pages
When you choose any menu and submenu option from the Unified CCX Administration menu bar, a configuration or administration web page opens. Use this web page to continue your configuration or administration task.
In some cases you will perform your configuration or administration task on this one web page.
In other cases, the web page that first opens when you choose a submenu item leads to a series of web pages. For example, the Unified CM Telephony Call Control Group Configuration web page contains both a tool bar in the top with a few icons that link to other web pages and a configuration area.
The following table describes the Refresh All button and the Copy, Delete, and Refresh icons that are found on several Unified CCX web pages.
Click this icon to copy the information in that specific row.
When you click Copy, the web page displays the copied configuration so you can make changes, if desired.
Click this icon to delete the information in that specific row.
Click this icon to refresh the information in that specific row.
Click this button to refresh the information listed on this page.
In Unified CCX Administration web interface, advanced configuration with Show More and Show Less options exists. On the applicable pages, all configuration details can be displayed or minimised based on user preferences and requirements.
A page by default displays fewer parameters. Parameters configured with default values and not requiring modification or user input are now available in the advanced configuration section. You can access this advanced configuration section by clicking the Show More button at the bottom of the page. When you click this button, the extra parameters become visible and the button changes to Show Less. When you click Show Less, the page reverts to its original list of parameters.
If you are using Unified CCX with Cisco Contact Center Gateway solution, see the Cisco IPCC Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX. The instructions for configuring Unified CCX with that solution differs from what is described in this guide. The Unified Gateway provides for the integration of the Unified ICME system with Unified CCX by way of Unified Gateway. See the Cisco Unified Contact Center Enterprise installation and upgrade guides available at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_installation_guides_list.html for detailed information. The Unified Gateway is a Peripheral Gateway (PG), which you configure on the Unified ICME software.
On the top left toolbar of many web pages, you will find an Add New icon and the same Add New will also be displayed as a button at the bottom of the web page.
For example, the Unified CM Telephony Call Control Group Configuration web page contains Add New and Refresh All icons on the top left toolbar and the same are displayed as buttons at the bottom of the web page. When you click the Add New icon or button, another Unified CM Telephony Call Control Group Configuration web page opens. Use this area to add a new Unified CM Telephony Call Control Group.
Many web pages contain icons or buttons that perform a variety of functions. For example, the Refresh All button on the Unified CM Telephony Call Control Group Configuration web page refreshes all the Unified CM Telephony call control group configurations in the Unified CCX server.
A few web pages (for example, Subsystems > Database > Parameters page) also contain a Reset to Default icon and button. This allows you to revert to the software set defaults for each parameter on this page.
In Unified CCX, two wizards are available in the main menu: the Application Wizard and the RmCm Wizard.
To improve the usability and configuration process, these wizards take you through the configuration pages in the required order and help ease the configuration process for these two features. You can access these wizards from a new main menu option called Wizards.