Getting Started with Cisco Unified Contact Center Express Release 9.0(1)
Install and configure Unified CM for Unified CCX
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Install and configure Unified CM for Unified CCX

Install and configure Unified CM for Unified CCX

This chapter describes how to install and configure Unified CM for Unified CCX.

About Unified CM

Unified CM provides features for which organizations have traditionally used PBX systems. Unified CM uses open standards, such as TCP/IP, H.323 standards (for packet-based multimedia communications systems), and Media Gateway Control Protocol (MGCP). Unified CM allows deployment of voice applications and the integration of telephony systems with Intranet applications. The Unified CM software must be installed on the Cisco MCS.

Installation instructions for Unified CM

Follow the step-by-step installation instructions for Unified CM included in the Installing Unified CM Guide. There are no Cisco IPCC-specific installation prerequisites or instructions for Unified CM. You can find this guide and the other guides mentioned in the following list and table at the Unified CM documentation Web site.

Once Unified CM installation is complete, configure Unified CM as described in the next section.

Prior to proceeding with configuration, ensure that:

  • A Unified CM instance has been created on the Unified CM server.
  • All Unified CM services and third-party services required by Unified CM are running.
  • The Bulk Administration Tool has been installed on the Unified CM.
  • Identify the users in the Unified CM with administration privileges in Unified CCX. If these users do not exist in the Unified CM, then you must create those users in the Unified CM.

For the Unified CM documentation available on the Web, see Unified CM Documentation.

See Also

  • Cisco Installing Unified CM Guide
  • Bulk Administration Tool Guide for Cisco Unified CM
  • Cisco Unified CM Administration Guide
  • Cisco Unified CM Features and Service Guide

Configure Unified CM

For instructions on configuring the Unified CM, refer to the configuration instructions in the Cisco Unified Communications Manager Administration Guide.

Most of the Unified CM configuration tasks are performed from the Unified CM Administration utility. Unified CM Administration is installed on all Unified CM servers. To access Unified CM Administration enter https://<CM_servername>/ccmadmin in a Web browser.

Unified CM configuration checklist

When configuring the Unified CM, complete the tasks described in the table below to configure Unified CM for use with Unified CCX.

Table 1 Unified CM configuration checklist

Task

Purpose

Configuration Location

1. Create Unified CM users that will later be assigned administrative privileges in the Unified CCX Administration software.

Provides a user account for Unified CCX to connect with the Unified CM.

You will need to remember the user IDs and passwords for when you install and configure Unified CCX.

The user ID should not be longer than 31 alphanumeric characters. Although a user ID in the Unified CM can contain up to 128 alphanumeric characters, in a Unified CCX system, a user ID can be no longer than 31 alphanumeric characters.

User Configuration page.

From the Unified CM Administration page menu bar, select User Management > End User and then click the Add New button.

2. Configure the appropriate regions for the sites.

Specifies the Codecs to be used by calls between devices in that region and other regions.

Region Configuration page

From the Unified CM Administration page menu bar, select System > Region and then in the upper, right corner of the window, click the Add a New Region link.

3. Configure the locations for the sites.

Implements Call Admission Control which regulates voice quality by limiting the available bandwidth for calls.

Location Configuration page.

From the Unified CM Administration page menu bar, select System > Location and then in the upper, right corner of the window, click the Add a New Location link.

4. Configure the device pool with the previously configured regions, to be used by the devices.

Specifies the voice Codec to be used for calls in the regions with the devices.

Device Pool Configuration page.

From the Unified CM Administration page menu bar, select System > Device Pool and then in the upper, right corner of the window, click the Add a New Device Pool link.

5. Configure the Unified CM Group for the devices.

Specifies the Unified CM group to assign to devices in this device pool.

Device Pool Configuration page.

6. Associate the phones with the appropriate device pool.

Defines characteristics for devices, such as region, date/time group, failover behavior, and others.

Phone Configuration page.


Note


You must set the configuration on each agent Cisco Unified Communications so that it can locate and connect to Unified CM. This procedure varies by site according to the customer's network configuration.


Check your phone configuration in Unified CM

  1. From a Web browser, open Unified CM Administration/CCMADMIN
  2. From the Device menu, select Phone.
  3. In the Find and List Phones page, make sure the last text box is blank and click Find.

This will list all the Cisco Unified Communications phones connected to your system plus the CTI ports and Call Control groups automatically created in Unified CM when you configure the Unified CCX application.

Unified CM extension mobility feature

Unified CM provides an extension mobility feature that lets users access their Cisco Unified Communications configuration, including line appearances, services, and speed dials, from other Cisco Unified Communications phones. If you enable extension mobility, agents can share the same Cisco Unified Communications phone and retain their personal settings. In an Unified CCX system, Cisco Unified Communications phones with extension mobility have the same behavior and features as regular Cisco Unified Communications phones. Procedures for enabling extension mobility are not described in this guide. For instructions, refer to the Cisco Unified Communications Manager Features and Services Guide.

Unified CCX configuration checklist for Unified Communications Manager

When configuring Unified Communications Manager for Unified CCX, complete the following tasks.

Table 2 Unified CCX configuration checklist

Task

Purpose

1. Obtain the AXL authentication details for the Unified CCX setup wizard.

During Unified CCX setup, the administrator provides the Unified Communications Manager IP address and hostname and the Administrative XML Layer (AXL) authentication (user ID and password).

When required, you can change this information from Unified CCX. If you change the information, provide the IP address of the AXL server to which you will move this server. For more information, see the “Perform initial setup on Unified CCX server” section of Cisco Unified Contact Center Express Installation Guide.

2. Configure the AXL User in Unified CCX.

The Unified Communications Manager Telephony Subsystem is available if you have a license installed for one of these Cisco product packages: Unified IP IVR, Unified CCX Standard, Unified CCX Enhanced, or Unified CCX Premium.

You can change previously configured Unified Communications Manager setup information from Unified CCX. For more information, see the “Provision Unified CM for Unified CCX” section of Cisco Unified CCX Administration Guide.

3. Provision the Unified Communications Manager Telephony Subsystem.

The Telephony subsystem sends and receives call-related messages. For more information, see the “Telephony and media provision” section of Cisco Unified CCX Administration Guide.

4. Validate Unified Communications Manager and Unified CCX versions.

Click Validate to check whether the configuration in Unified CCX and Unified Communications Manager are synchronized. For more information, see the “Telephony and media provision” section of Cisco Unified CCX Administration Guide.

5. Configure a Unified Communications Manager Telephony Provider, if not already configured. Specify the server on which Unified Communications Manager is running, and provide user ID and password.

The Telephony provider opens a logical session with Unified Communications Manager to detect the state of the connection. For more information, see the “Telephony and media provision” section of Cisco Unified CCX Administration Guide.

6. Provision Unified Communications Manager Telephony call control groups.

Call control groups share and limit the resources to be used by specific applications. For more information, see the “Telephony and media provision” section of Cisco Unified CCX Administration Guide.

7. Provision a Unified Communications Manager Telephony trigger.

Telephony triggers define the route point to which a directory number is associated, and invoke application scripts in response to incoming contacts. For more information, see the “Telephony and media provision” section of Cisco Unified CCX Administration Guide.

8. Provision the RmCm Provider to allow the RmCm Subsystem to be in service.

The Unified CCX Resource Manager (RM) uses a Unified Communications Manager Telephony user (called the RmCm Provider) to monitor agent phones, control agent states, and route and queue calls. For more information, see the “Provision of Unified CCX” section of Cisco Unified CCX Administration Guide.

Follow the configuration steps in the next chapters to complete initial Unified CCX configuration.