Cisco Unified CCX Administration Guide, Release 9.0(1)
Cisco Unified Contact Center Express supervisor and user options plug-ins
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Cisco Unified Contact Center Express supervisor and user options plug-ins

The following sections provide detailed information on the additional plug-in options provided by the Unified CCX.

About user management

In earlier versions of Unified CCX, many user parameters like user ID, password, and pin were configured from the Unified CM Administrator. Some Unified CCX-related user parameters were configured through the Unified CCX Administration.

In Unified CCX, all Unified CCX user roles (capabilities) are consolidated into one User Configuration area.

The Unified CM user details are stored in the Unified CM database.

About Unified CCX user capabilities

The capability for each user refers to the Unified CCX access level assigned for each user. Unified CCX users can be assigned to one of the following four roles (or capabilities):

  • Administrator
  • Supervisor
  • Historical Report User
  • Agent

Each of these roles are described in this section.

Administrator privileges

A Unified CCX Administrator is a user with complete access to the Unified CCX Administration and has the authority to configure the entire system. An Administrator can also be assigned a combination of other roles.

The Administrator can turn on/off the authority of a Supervisor to manage the teams and agents.

Supervisor privileges

Supervisors can additionally modify and view skills, view the list of all teams for which this user is the supervisor, view the skills, CSQs, and resource groups configured in this system, view and manage resources, and configure the teams that they are to manage.

Unified CCX provides three types of supervisors:

  • Application Supervisor: A basic supervisor role applicable to a Unified CCX Application server without a Unified CCX license. An application supervisor can only view reports.
  • ACD Supervisor: A supervisor with an agent role. This role is applicable to a Unified CCX Application server with any Unified CCX license. An ACD supervisor can administer teams/agents and also view reports. Thus Unified CCX enables dynamic reskilling, the ability by which an ACD supervisor can add or remove skills from an agent without an administrator privilege.
  • Remote Monitoring Supervisor: An application supervisor role with all numeric characters in the assigned user ID. This role is applicable to a Unified CCX Application server with only a Unified CCX Premium license. In addition to viewing reports, this supervisor can also view the list of agents and CSQs being monitored.

Depending on the license allowed, Unified CCX Supervisors have the following privileges:

  • Download and install the Historical Reporting client to view reports. View reports through Unified Intelligence Center web client.
  • View agents and CSQ being monitored. This is only for a remote Supervisor.
  • Download and install the Supervisor Desktop and the Agent Desktop.
  • View the list of all teams for which this user is the Supervisor.
  • Configure the teams managed by the Supervisor.
  • View the skills, CSQs, and Resource Groups configured in this system.

Note


The RmCm menu can be viewed by the Supervisor only when any of the following two options are selected as the parameter value for the Supervisor Access field located in System > System Parameters > Application Parameters:

- Access to all Teams

- Access to Supervisor's Teams only


  • View and manage all the resources.

Historical Report user privileges

A user with a historical report client role can view various historical reports. The number and types of reports allowed to be viewed depends on the licenses available on a given Unified CCX system.

Agent privileges


Note


An agent capability is only available with a Unified CCX license.


Unified CM users in Unified CCX are assigned an agent role when an agent extension is associated to the user in the Unified CM User Configuration page. Consequently, this role can only be assigned or removed for the user using Unified CM Administrator End User Configuration web page. These users can not be assigned or removed in Unified CCX Administration.

Unified CCX Supervisor web interface

Use the Unified CCX Supervisor web page to:

  • View and monitor permitted agents
  • View and monitor permitted CSQs
  • Install client-side Historical Reporting
  • Access real-time reports, tools, and settings
Related References

Access Unified CCX Supervisor web page

To access the Unified CCX Supervisor web page, perform the following steps:

Procedure
    Step 1   Ensure supervisor capability is assigned to the user designated as supervisor (see Supervisor privileges and User view submenu).
    Note   

    If the supervisor is assigned administrator capability as well, the Unified CCX Administration window is opened instead of the Supervisor web page.

    Step 2   From a web browser on any computer on your network, enter the following case-sensitive URL:
          https://<servername>/appadmin
    
    

    In this example, replace <servername> with the hostname or IP address of the required Unified CCX server.

    Tip   

    If you have already accessed the Unified CCX Administration application or Supervisor web page in the browser, be sure to logout from the current session using Logout link displayed in the top right corner of any Cisco Unified CCX Administration web page or System > Logout and login with respective user credentials.

    The Unified CCX Supervisor web page appears.


    Agent supervision

    The Supervisor can view and monitor agents only when the following conditions are met:

    • The Supervisor has to be a remote monitoring Supervisor.
    • The resources that are to be monitored should be assigned to the remote monitoring Supervisor.
    Related References

    Monitor CSQs

    The supervisor can view and monitor CSQs only when the following conditions are met:

    • The supervisor has to be a Remote Monitoring Supervisor.
    • The CSQs that are to be monitored should be assigned to the Remote Monitoring Supervisor.

    To monitor CSQs from the Unified CCX Supervisor web page, perform the following steps:

    Procedure
      Step 1   Select Tools > Plug-ins from the Unified CCX Administration menu bar.
      Step 2   Click the Cisco Unified CCX Desktop Suites hyperlink.
      Step 3   Click the View CSQ hyperlink to view allowed CSQs.
      Step 4   When finished, click Logout.

      Related References

      View CSQ Ids for Remote Monitoring

      To view CSQ IDs from the Unified CCX Supervisor web page, perform the following steps:

      Procedure
        Step 1   From the Unified CCX Supervisor web page, log in as the Remote Monitoring supervisor.
        Step 2   Select Tools > Plug-ins from the Unified CCX Administration menu bar.
        Step 3   Click the Cisco Unified CCX Desktop Suites hyperlink.
        Step 4   Click the View CSQ hyperlink to view allowed CSQs.

        The CSQ ID column shows the ID value that you should enter for the CSQ that you selected in the Start Monitor Step. See the Start Monitor Step in the Cisco Unified CCX Scripting and Development Series: Volume 2, Editor Step Reference for more information.


        Install client-side Historical Reporting

        To install client-side Historical Reporting, perform the following steps:

        For more instructions, see the Cisco Unified CCX Historical Reports User Guide.

        Procedure
          Step 1   Select Tools > Plug-ins from the Unified CCX Administration menu bar.
          Step 2   Click the Cisco Unified CCX Historical Reports hyperlink.

          Unified CCX User Options web interface

          Use the Unified CCX User Options web page to perform:

          • Unified CCX downloads
          • Alternate pronunciations for call by name
          • Access the Unified CM User web page

          Access Unified CCX User Options web page

          To access the Unified CCX User Options web page, perform the following steps:

          Procedure
            Step 1   From the Unified CCX Administration, enter http://<Cisco Unified CCX IP address>/appuser.
            Step 2   If prompted to do so, enter your User ID and Password.

            The Unified CCX User Options web page appears.

            Step 3   When finished, click Logout.

            Download Agent Desktop

            To install and configure the Agent Desktop, perform the following steps: 

            Procedure
              Step 1   In the Unified CCX User Options Welcome web page, go to User Options > Cisco Unified CCX Downloads.

              The Download page appears.

              Step 2   Click the Cisco Unified CCX Agent Desktop hyperlink displayed on this page.

              The File Download dialog box appears.

              Step 3   Click Run to install the Unified CCX Agent Desktop on your computer.
              Note   

              You must download Cisco Unified CCX Desktop Client Configuration tool prior to installing any applications from the Cisco Unified CCX Desktop Product Suite.


              Cisco Unified CCX Desktop Client Configuration Tool

              After completing a fresh installation or upgrade of Unified CCX, you must run the Cisco Unified CCX Desktop Client Configuration tool prior to installing any desktop application(s) from the Cisco Unified CCX Desktop Product Suite.

              Since Unified CCX is developed on Cisco Unified Communications Operating System (UCOS), which in turn is based on Redhat Linux, the client MSIs cannot be created while installing the desktop applications. The Unified CCX Desktop Client Configuration Tool uses the client PC for configuring the client MSIs.

              The Unified CCX Desktop Client Configuration Tool downloads the files that are needed to create the MSIs into a temporary folder, creates the MSIs, and then uploads those MSIs to the server from where they can be launched through the hyperlinks in the Plug-ins page. This tool uploads the MSIs to the Linux server and cleans up all the folders and files it created on the Windows PC.

              From the client PC, which you use to access Unified CCX Administration, choose Tools > Plug-ins menu option; and in the Plug-ins web page, click Cisco Unified CCX Desktop Suites. You will see another web page with the following two categories:

              • Cisco Unified CCX Desktop Client Configuration tool
              • Cisco Unified CCX Desktop Product Suite

              To launch this tool, click the Cisco Unified CCX Desktop Client Configuration tool hyperlink from the Cisco Unified CCX web page. You will see a File Download dialog box. Click Run to run the CAD Client Configuration.msi, which is a Windows Installer (MSI). You will see a dialog box with progress bars showing the status of Agent, Supervisor, and Administrator MSIs that are being packaged and uploaded to the Unified CCX.

              If you run this tool from either of the node(s) in a High Availability deployment of Unified CCX, the MSIs are uploaded on both the primary and secondary nodes of Unified CCX.

              You must run the Desktop Client Configuration tool in the following scenarios:

              • After fresh installation of Unified CCX
              • After installing Service Release (SR) and Engineering Special (ES) release of Unified CCX
              • After changing the IP address of one or more nodes of Unified CCX
              • After installing Unified CCX on the second node
              • After moving to single-node from an HA deployment of Unified CCX
              • After changing the CAD Language that you want to be available for use in the agent desktops and supervisor desktops of Unified CCX.

              Add alternative pronunciations

              Alternative Pronunciations for Call by Name is an independent feature located on the Unified CCX User Options Welcome web page. This feature lets you add one or more alternate pronunciations for your first or last name and is useful if callers might refer to you by more than one name. For example, if your first name is Bob, you might add the alternate pronunciations "Bob" and "Bobby". Similarly, if your last name is Xhu, you might add the alternate pronunciation "Xhu".

              To access the Alternative Pronunciations for Call by Name web page, perform the following steps:  

              Procedure
                Step 1   In the Cisco Unified CCX User Options Welcome web page, choose User Options > Alternative Pronunciations for Call by Name.

                The Alternate Pronunciations web page appears.

                Step 2   In the First Name field, you can enter an alternate pronunciation of your first name. For example, if your name is "Mary," you might enter "Maria."
                Step 3   Click Add>>.

                The name moves to a list of alternate first name pronunciations.

                Step 4   Repeat Steps 2 and 3 as needed to add other alternate pronunciations.

                To remove an alternate pronunciation for your first name, click the alternate pronunciation and then click Remove.

                Step 5   In the Last Name field, you can enter an alternate pronunciation of your last name. For example, if your last name is "Smith," you might enter "Smitty."
                Step 6   Click Add>>.

                The name moves to a list of alternate last name pronunciations.

                Step 7   Repeat Steps 5 and 6 as needed to add other alternate pronunciations.

                To remove an alternate pronunciation of your last name, click the alternate pronunciation and then click Remove.

                Step 8   Click Save to apply the changes.

                Access Unified CM User Options page

                To access the Unified CM User Options web page, perform the following steps: 

                Procedure
                  Step 1   In the Unified CCX User Options Welcome web page, choose User Options > Cisco Unified CM User Page.

                  The Unified CM User Options Log On dialog box appears.

                  Step 2   Enter your Unified CM user ID and password, and then click Log On.

                  The Unified CM User Options web page appears.

                  Step 3   Click the option you want.
                  Step 4   When finished, click Logout.