Getting Started with Cisco Unified Contact Center Express Release 9.0(1)
Install and configure Unified CCX
Downloads: This chapterpdf (PDF - 1.05MB) The complete bookPDF (PDF - 2.78MB) | Feedback

Install and configure Unified CCX

Install and configure Unified CCX

After you have configured Unified CM, install and configure Unified CCX.

Unified CCX application configuration checklist

Unified CCX require Unified CCX scripts. For instructions on creating and editing scripts, refer to the Cisco Unified Contact Center Express Script Developer Series documentation at the Unified CCX web site.

To configure your applications for Unified CCX, do the following tasks in the given order.

Procedure

Task

Purpose and Notes

1. If needed, create and edit the script. Create or upload the prompts, documents, grammars, and custom files required by the script.

To customize the script for your needs.

Note   

By double clicking on an uploaded script listed in the Unified CCX Script Management page, you can open the script with the Unified CCX Editor.

Configuration location: Unified CCX script editor and Unified CCX administration.

Procedure location: The Cisco Unified CCX Scripting and Developer Series documentation.

Managing Scripts, Prompts, Grammars, and Documents in the Cisco Unified CCX Administration Guide.

2. Upload the script and upload any prompts, documents, grammars, and custom files needed for the script.

This step can be handled by the Application Wizard in the Unified CCX Administration GUI.

To put the needed scripts, prompts, documents, grammars, and custom files in the Unified CCX repository so that they are available for use in a Unified CCX application.

Configuration location: Unified CCX Script Management page

From the Unified CCX administration menu bar, select Applications > Script Management. Then in the Script Management page, click Upload New Scripts icon or button.

Procedure location: The Uploading a Script section in the Cisco Unified CCX Administration Guide.

3. Add the application.

This step can be handled by the Application Wizard in the Unified CCX Administration GUI.

To perform a telephony task through Unified CCX, you need a Unified CCX application.

Adding an application involves giving it a name, assigning it a script, and defining script parameters, if any.

For example, a sample AutoAttendent application can be created using the aa.aef script that is provided with the Unified CCX. The script for the Intelligent Call distribution in Unified CCX is icd.aef.

Configuration location: Unified CCX Application Configuration page.

From the Unified CCX administration web page menu bar, select Applications > Application Management and then in the Application Management web page, click the Add New icon or button. Then, in the Add a New Application web page, select Cisco Script Application from the Application Type drop-down list and click Next. Cisco Script Application web page opens.

Procedure location: The Configure a Cisco Script Application section in the Cisco Unified CCX Administration Guide.

3.1. Give the application a name and assign the script to the application.

This step can be handled by the Application Wizard in the Unified CCX Administration GUI.

To make the application available for use.

Configuration location: Unified CCX Script Application web page.

Procedure location: The Configure a Cisco Script Application section in the Cisco Unified CCX Administration Guide.

3.2.Customize the application parameters.

This step can be handled by the Application Wizard in the Unified CCX Administration GUI.

On the Application page, if there are variables, you can customize the application by the definitions (values) you give the variables.

If you are using a Cisco supplied script, you might want to customize the application prompts. For example, you can record and upload your own prompts.

Configuration location: Unified CCX Script Application web page.

Procedure location: The Configure a Cisco Script Application section in the Cisco Unified CCX Administration Guide.

4. Add the application trigger.

This step can be handled by the Application Wizard in the Unified CCX Administration GUI.

Enable the application to respond to Unified CM Telephony calls and/or HTTP requests.

Note   

When you configure Unified CM Telephony triggers, you need to specify the CTI Route Point attributes used by the trigger. For example, device pool, location, and voice mail profile.

Configuration location: Unified CCX Add Application Triggers web page.

From the script configuration page of the application for which you want to add a trigger, click the Add New Trigger link.

Procedure location: The Adding Application Triggers section in the Cisco Unified CCX Administration Guide.

5.Test the application.

Make sure it works.

Note   

For the Unified CCX system to receive calls, the Unified CCX engine must be running.

Configuration location: From one of your phones, place a call to the number specified by the trigger. Or if you have an HTTP trigger, use a standard Web browser to access the HTTP Trigger URL - http://<IP address of the Unified CCX server>:9080/<httpTrigger>.

Procedure location: Your application-specific documentation.