Installing and Configuring Cisco Hosted Collaboration Solution for Contact Center, Release 9.0
Appendix
Downloads: This chapterpdf (PDF - 481.0KB) The complete bookPDF (PDF - 8.51MB) | Feedback

Appendix

Appendix

Supported API for HCS

API filters are built to look at the URL and the deployment model to determine if the API is accessible. It also supports read-write (GET/PUT/POST/DELETE) or read-only access to each API.

Note


Agents can only perform attribute update.


The following tables show the supported API and Gadgets for the HCS deployment model.

Table 1 Supported API for HCS
API Create Read Update Delete

Precision queue

x x x x

bucket interval

x x x x

Network VRU script

x x x x

activedirectorydomain

  x    

agent

  x x (only attribute assignment)  

agentpqcount

  x    
asyncrequeststatus x   x x

attribute

x x x x

capacity

  x    

configlimit

  x x  
congestion control   x x  
deploymenttypeinfo   x x  
mediaroutingdomain   x    
notreadyreasoncode   x x x
prlimits-pqagentCount   x    
prlimits-pqstepagentCount   x    
pqstepreview        
serviceability   x    

Provision Cisco Unified Communications Manager

Activate Service

Complete the following procedure to activate service.

Procedure
    Step 1   From the Cisco Unified Serviceability drop-down list, choose Tools > Service Activation.
    Step 2   From the Server drop-down list, choose the server on which you want to activate the service, and then click Go.

    The window displays the service names and activation status of the services.

    Step 3   Check the following services to activate:
    1. Publisher:
      • Cisco Unified CM
      • Cisco TFTP
      • Cisco IP Voice Media Streaming Application
      • Cisco Computer Telephony Integration (CTI) Manager
      • Cisco AXL Web Service
      • Cisco Bulk Provisioning Service
      • Cisco Serviceability Reporter
      • Cisco Computer Telephone Interface (CTI) Provider
      • Cisco Certificate Authority Proxy Function
    2. Subscriber:
      • Cisco Unified CM
      • Cisco IP Voice Media Streaming Application
      • Cisco Computer Telephone Interface (CTI) Manager
      • Cisco Computer Telephone Interface (CTI) Provider
      • Cisco AXL Web Service
    Step 4   Click Save.

    Set up Device Pool

    Complete the following procedure to configure a device pool.

    Procedure
      Step 1   Choose System > device pool.
      Step 2   Click Add new.
      Step 3   Provide an appropriate device pool name in Device Pool Name.
      Step 4   Select a corresponding Call manager group in Cisco Unified Communications Manager group.
      Step 5   Select an appropriate Media resource group list in Media Resource Group List.
      Step 6   Click Save.

      Set up Unified Communications Manager Groups

      Complete the following procedure to add a Unified Communications Manager to the Unified Communications Manager Group.

      Before you configure a Unified Communications Manager Group, you must configure the Unified Communications Managers that you want to assign as members to that group.

      Procedure
        Step 1   From the Cisco Unified CM Administration drop-down list, choose System > Server.
        Step 2   Make sure that you configured both the Publisher and Subscriber.
        Step 3   Choose System > Cisco Unified CM.
        Step 4   Click Find.
        Step 5   Make sure that you configured both the Publisher and Subscriber.
        Step 6   Choose System > Cisco Unified CM Group.
        Step 7   Add both Cisco Unified Communications Managers to the Default Unified Communications Manager Group.
        Step 8   Click Save.

        Set up CTI Route Point

        Complete the following procedure to add a computer telephony integration (CTI) route point for agents to use for transfer and conference.

        Procedure
          Step 1   Choose Device > CTI Route Point.
          Step 2   Click Add New.
          Step 3   Use the wildcard string XXXXX to represent the digits of the dialed number configured on the Unified CCE.
          Note   

          For example, the preconfigured dialed number in the Unified CCE for an agent phone is 10112.

          Step 4   Click Save.

          Set up Trunk

          Complete the following procedure to configure a trunk for the Unified CVP Call Servers.

          Procedure
            Step 1   Choose Device > Trunk.
            Step 2   Click Add New.
            Step 3   From the Trunk Type drop-down list, choose SIP Trunk, and then click Next.
            Step 4   In the Device Name field, enter a name for the SIP trunk.
            Step 5   In the Description field, enter a description for the SIP trunk.
            Step 6   Click Next.
            Step 7   In the Trunk Configuration window, enter the appropriate settings:
            1. Do not check the Media Termination Point Required check box.
            2. From the DTMF Signaling Method drop-down list, choose RFC 2833.
            3. From the SIP Profile drop-down list, choose Standard SIP Profile.
            Step 8   Click Save.

            Set up Application User

            Complete the following procedure to configure an application user.

            Procedure
              Step 1   Choose User Management > Application User.
              Step 2   In the Application User Configuration window, click Add New.
              Step 3   Enter the User ID that you entered in Set up Enterprise Parameters. Unified CCE defines the user ID as pguser.
              Step 4   Enter cisco in the Password field.
              Note   

              If you change this user ID or password in Unified CCE, you must also change the Unified Communication Manager application user configuration.

              Step 5   Associate Standard CTI Allow Control of Phones supporting Connected Xfer and conf with the application user.
              Step 6   Associate Standard CTI Allow Control of Phones supporting Rollover Mode with the application user.
              Step 7   Associate the CTI route points and the phones with the application user.
              Step 8   Click Save.

              Set up SIP Options

              Complete the following procedure to configure SIP options.

              Procedure
                Step 1   Choose Device > Device Settings > SIP Profile.
                Step 2   Click Standard SIP Profile.
                Step 3   Check Enable OPTIONS Ping to monitor destination status for Trunks with Service Type "None (Default)".
                Step 4   Click Save.
                Step 5   Click Reset.

                Set up Route Pattern

                Complete the following procedure to configure a route pattern.

                Procedure
                  Step 1   Choose Call Routing > Route Hunt > Route Pattern.
                  Step 2   Add a route pattern for the A-side Unified CVP routing clients.
                  1. Click Add New.
                  2. In the Route Pattern field, enter 999911!
                  3. In the Gateway/Route List field, choose SIPTRK_to_CVP_1.
                  4. Click Save.
                  Step 3   Add a route pattern for the B-side Unified CVP routing clients.
                  1. Click Add New.
                  2. In the Route Pattern field, enter 999922!
                  3. In the Gateway/Route List field, choose SIPTRK_to_CVP_2.
                  4. Click Save.
                  Step 4   Add a route pattern for the Cisco Unified Communications Manager routing client.
                  1. Click Add New.
                  2. In the Route Pattern field, enter 999933!
                  3. In the Gateway/Route List field, choose SIPTRK_to_CVP_1.
                  4. Click Save.
                    Note   

                    These route patterns must match the network VRU label defined in Unified CCE. The predefined network VRU label for the side A is 9999111010. The predefined network VRU label for the side B is 9999221010. The predefined network VRU label for Unified Communications Manager is 9999331010.


                  Set up Conference Bridge

                  Complete the following procedure to configure a conference bridge.

                  Procedure
                    Step 1   Choose Media Resources > Conference bridge.
                    Step 2   Add a conference bridge for each ingress/VXML combination gateway in the deployment.
                    Step 3   In the Conference Bridge name field, enter a unique identifier for the conference bridge name that coincides with the configuration on the gateway.
                    Step 4   Click Save.
                    Step 5   Click Apply Config.

                    Set up Media Termination Point

                    Complete the following procedure to configure a media termination point.

                    Procedure
                      Step 1   Choose Media Resources > Media Termination Point.
                      Step 2   Add a media termination point for each ingress/VXML combo gateway in the deployment.
                      Step 3   In the Media Termination Point Name field, enter a media termination point name for each ingress/VXML combo gateway in the deployment.
                      Step 4   Click Save.
                      Step 5   Click Apply Config.

                      Set up Transcoder

                      Complete the following procedure to configure a transcoder.

                      Procedure
                        Step 1   Choose Media Resources > Transcoder.
                        Step 2   Add a transcoder for each ingress/VXML combo gateway in the deployment.
                        Step 3   In the Device Name field, enter a unique identifier for the transcoder that coincides with the configuration on the gateway.
                        Step 4   Click Save.
                        Step 5   Click Apply Config.

                        Set up Media Resource Group

                        Complete the following procedure to configure a media resource group for conference bridge, media termination point, and transcoder.

                        Procedure
                          Step 1   Choose Media Resources > Media Resource Group.
                          Step 2   Add a Media Resource Group for Conference Bridges.
                          Step 3   Select all the hardware conference bridge resources configured for each ingress/VXML combination gateway in the deployment and add them to the group.
                          Step 4   Click Save.
                          Step 5   Choose Media Resources > Media Resource Group.
                          Step 6   Add a Media Resource Group for Media Termination Point.
                          Step 7   Select all the hardware media termination points configured for each ingress/VXML combination gateway in the deployment and add them to the group.
                          Step 8   Click Save.
                          Step 9   Choose Media Resources > Media Resource Group.
                          Step 10   Add a Media Resource Group for Transcoder.
                          Step 11   Select all the transcoders configured for each ingress/VXML combination gateway in the deployment and add them to the group.
                          Step 12   Click Save.

                          Set up and Associate Media Resource Group List

                          Complete the following procedure to configure and associate a media resource group list. Add the media resource group list to the following devices and device pool.

                          Procedure
                            Step 1   Choose Media Resources > Media Resource Group List.
                            Step 2   Add a Media Resource Group list and associate all of the media resource groups.
                            Step 3   Click Save.
                            Step 4   Choose System > Device Pool.
                            Step 5   Click Default.
                            Step 6   From the Media Resource Group List drop-down list, choose the media resource group added in Step 2.
                            Step 7   Click Save.
                            Step 8   Click Reset.
                            Step 9   Choose Device > CTI Route Point.
                            Step 10   Click the configured CTI Route Point. For more information, see Set up CTI Route Point.
                            Step 11   From the Media Resource Group List drop-down list, choose the media resource group added in Step 2
                            Step 12   Click Save.
                            Step 13   Click Reset.
                            Step 14   Choose Device > SIP Trunk.
                            Step 15   Click the configured SIP Trunk for side A. For more information, see Set up Trunk.
                            Step 16   From the Media Resource Group List drop-down list, choose the media resource group added in Step 2
                            Step 17   Click Save.
                            Step 18   Click Reset.
                            Step 19   Click the configured SIP Trunk for side B. For more information, see Set up Trunk.
                            Step 20   From the Media Resource Group List drop-down list, choose the media resource group added in Step 2
                            Step 21   Click Save.
                            Step 22   Click Reset.

                            Set up Enterprise Parameters

                            Complete the following procedure to configure Enterprise parameters.

                            Procedure
                              Step 1   Choose System > Enterprise Parameter.
                              Step 2   Configure the Cluster Fully Qualified Domain Name, ccm.hcscc.icm.
                              Note   

                              The Cluster Fully Qualified Domain Name is the name of the Unified CCM Server Group defined in Unified CVP.


                              Base Configuration Parameters

                              Following is the list of load base configuration parameters:
                              1. PG Explorer
                                1. Generic PG
                                  Type of PIM Routing Client Name
                                  Call Manager PIM CUCM_PG_1
                                  CVP 1A PIM CVP_PG_1A
                                  CVP 1B PIM CVP_PG_1B
                                  CVP 2A PIM CVP_PG_2A
                                  CVP 2B PIM CVP_PG_2B
                                2. MR PG
                                  Type of PIM Routing Client Name
                                  MultiChannel PIM Multichannel
                                  Outbound PIM Outbound

                                  Note


                                  Select the option Enable Agent Reporting for CUCM_PG_1 Routing Client.


                              2. Network VRU Explorer
                                1. CVP_Network_VRU - Type10
                                  Sl No Network VRU Label Routing Client Name
                                  1 7771111000 CVP_PG_1A
                                  2 7771111000 CVP_PG_1B
                                  3 7771111000 CVP_PG_2A
                                  4 7771111000 CVP_PG_2B
                                  5 8881111000 CUCM_PG_1
                                2. MR_Network_VRU - Type 2
                              3. System Information
                                1. Expanded Call Content: Enabled
                                2. Minimum Correlation number: 1001
                                3. Maximum Correlation number: 9999
                              4. Expanded Call Variable List
                                Name Enabled Persistent Maximum Length Description
                                user.CourtesyCallbackEnabled FALSE FALSE 1 Determines if Courtesy Callback should be offered to a caller.
                                user.cvp_server_info FALSE FALSE 15 Used by Unified CVP to send the IP address of the Call Server sending the request to Unified CCE.
                                user.microapp.app_media_lib FALSE FALSE 210 Directory for all application-specific media files and grammar files. The .. bypasses the user. When writing a URL path, microapp.app_media_lib and

                                user.microapp.locale are the ECC variables.

                                user.microapp.caller_input FALSE FALSE 210 Storage area for an ASR input that is collected from Get Speech.
                                Note    Get Speech results will be written to the ECC variable. Results from Get Digits or Menu micro-applications will be written to the CED.
                                user.microapp.currency FALSE FALSE 6 Currency type.
                                user.microapp.error_code FALSE FALSE 2 Error status code returned from Unified CVP to Unified CCE when the Run Script Result is False.
                                user.microapp.FromExtVXML FALSE FALSE 40 This variable array returns information from the externalVoiceXML file. Configured as Array variables, not ScalarVariables, even if the array length is set to 1.
                                user.microapp.input_type FALSE FALSE 1 Specifies the type of input that is allowed. Valid contents are: D(DTMF) and B (Both DTMF and Voice). B is the default. If you are not using an ASR, set this variable to D. If you are using an ASR, you can set this variable to either D or B.
                                user.microapp.locale FALSE FALSE 5 Combination of language and country which defines the grammar and prompt set to use.
                                user.microapp.metadata FALSE FALSE 62 Following the Menu (M), Get Data (GD) and Get Speech (GS) micro-applications, Unified CVP now returns information about the execution of that micro-application.
                                user.microapp.play_data FALSE FALSE 40 Default storage area for data for Play Data micro-applications.
                                user.microapp.sys_media_lib FALSE FALSE 10 Directory for all systems media files, such as individual digits, months, default error messages, and so forth.
                                user.microapp.ToExtVXML FALSE FALSE 40 This variable array sends information to the external VoiceXMLfile. Must be configured as Array variables, not Scalar Variables, even if the array length is set to 1.
                                user.microapp.UseVXMLParams FALSE FALSE 1 Specifies the manner in which you pass information to the externalVoiceXML.
                                user.microapp.isPostCallSurvey FALSE FALSE 1 Used to determine if post call survey should be offered to a caller after the agent hangs up.
                              5. Network VRU Script
                                • VXML Server Script
                                  • Name: VXML_Server
                                  • Network VRU: Select your Type 10 CVP VRU
                                  • VRU Script Name: GS,Server,V
                                  • Timeout: 180 seconds
                                  • Customer: hcs
                                  • Interruptible: Checked
                                  • Override: Checked
                                  • Description: This script is used by Unified CVP to route the call to the VXML Server IVR application.
                                • Courtesy Callback
                                  • Interruptible Script: Name: VXML_Server_Interruptible Network VRU: Select your Type 10 CVP VRU VRU Script Name: GS,Server,V,interrupt Timeout: 9000 seconds Customer: hcs Interruptible: Checked Override: Unchecked
                                  • Noninteruptible Script: Name: VXML_Server_ Noninterruptible Network VRU: Select your Type 10 CVP VRU VRU Script Name: GS,Server,V, nointerrupt Timeout: 9000 seconds Customer: hcs Interruptible: Unchecked Override: Unchecked
                                • AgentGreeting: Name: AgentGreeting Network VRU: Select your Type 10 CVP VRU VRU Script Name: PM,-a Timeout: 180 seconds Customer parameter: none Customer: hcs Interruptible: Unchecked Overridable: checked
                                  • GreetingMenu_1_to_9 Name: GreetingMenu_1_to_9 Network VRU: Select your Type 10 CVP VRU VRU Script Name: M,press_1_thru_9_greeting,A Interruptible: Checked Timeout: 180 seconds Customer parameter:1-9 Customer: hcs Overridable: Checked
                                  • GreetingSubMenu Name: GreetingSubMenu Network VRU: Select your Type 10 CVP VRU VRU Script Name: - M,press1-press2-press3,A Customer parameter:1-3 Timeout: 180 seconds Customer: hcs Interruptible: Checked Override: Unchecked
                                  • Greeting_Not_Found Name: Greeting_Not_Found Network VRU: Select your Type 10 CVP VRU VRU Script Name: PM,no_greeting_recorded,A Customer parameter: Y Timeout: 180 seconds Customer: hcs Interruptible: Checked Override:Notchecked
                              6. Default Agent Desk Settings Name: Default_Agent_Desk_Settings
                              7. Application Instance List
                                • Application Instance Multichannel: Name: MultiChannel Application Type : Other Permission Level : Full read/write Application Key : cisco123
                                • Application Instance CCDM: Name: CCDM Application key: cisco123 Application Type: Cisco_Voice Permission level: Full read/write Description: Application Instance for CCDM
                              8. Media Class for Multi Channel
                                • Media classes are created with following names: Name : CIM_BC Name : CIM_WIM Name: CIM_EIM
                                • Set the following values in task section: Life : 300 Start Time out : 30 Max duration : 28800
                              9. Network VRU Mapping
                                • In the Advanced tab of PG explorer for Unified CVP Routing client - Map the CVP_Network_VRU - Type10
                                • In the Advanced tab of PG explorer for Multichannel and outbound routing clients - Map the MR_Network_VRU - Type 2