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
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
Configure and monitor overall system functions, applications, and
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
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
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.
Cisco Unified Contact Center Express Installation
Guide for further instructions. The user ID is case insensitive in
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
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
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
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
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
Refresh icons that are found on several Unified
CCX web pages.
Click this icon to copy the information in that specific
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
Click this icon to refresh the information in that specific
Click this button to refresh the information listed on this
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
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
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
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