Getting Started with Cisco Unified Contact Center Express Release 9.0(1)
Unified CCX management
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Unified CCX management

Unified CCX management

When you have provisioned the telephony and media resources, the Unified CCX subsystem, additional subsystems (if required) and configured the Cisco script applications, then you can manage the following files:

  • Prompt, Grammar, and Document Files
  • Central, datastore, and Unified CCX repository

See Cisco Unified CCX Administration Guide for detailed information on how to manage the auxiliary files that interact with callers such as scripts, pre-recorded prompts, grammars, and custom Java classes.

Prompt, grammar, and document files

Unified CCX applications might use auxiliary files that interact with callers, such as scripts, pre-recorded prompts, grammars, and custom Java classes. Depending on each implementation, Unified CCX applications use some or all of the following file types:

  • Prompts. Many applications make use of pre-recorded prompts, stored as .wav files, which are played back to callers in order to provide information and elicit caller response.
  • Grammars. The Unified CCX system uses specific grammars when recognizing and responding to caller response to prompts. A grammar is a specific set of all possible spoken phrases and/or Dual Tone Multi-Frequency (DTMF) digits to be recognized by Unified CCX applications and acted upon during run time.
  • Documents. Documents might consist of .txt, .doc, .jsp, or .html files. Documents can also include custom classes and Java Archive (JAR) files that allow you to customize the performance of your Unified CCX system. Several system-level prompt, grammar, and document files are loaded during Unified CCX installation. However, any file you create needs to be made available to the Unified CCX engine before a Unified CCX application can use them. This is done through the Unified CCX cluster's repository datastore, where the prompt, grammar, and document files are created, stored, and updated.

    Note


    The Unified CCX Server's local disk prompt, grammar, and document files are synchronized with the central repository during Unified CCX engine startup and during run-time when the Repository datastore is modified. For more information about the repository datastore, see the Cisco Unified CCX Serviceability Administration Guide.


Unified CCX datastores

The Datastore Control Center in Unified CCX 9.0(1) displays the status of datastore replication, allows you to synchronize data, and reset replication functions.

You can use the Datastore Control Center to perform the following functions:

  • Obtain an overview of the datastores in the cluster and their relationships
  • Manage the datastore read/write access
  • Monitor and control the replication state (available only for Agent, Historical, and Repository datastores)

Choose Tools > Datastore Control Center > Datastores from the Unified CCX Serviceability menu bar to view replication status of all the Unified CCX datastores and to synchronize data. For more information, refer to the Cisco Unified CCX Serviceability Administration Guide.