Installing and Configuring Cisco HCS for Contact Center 9.2(1)
Administration
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Administration

Contents

Administration

This chapter contains the procedures to provision Cisco HCS for Contact Center.

Provision Unified CCE Using Unified CCDM

CRUD Operations for Unified CCDM Objects

The following table mentions the Create, Read, Update, and Delete (CRUD) operations for Unified CCDM objects.
Object Create Read Update Delete Bulk Upload
Bucket Interval, see Configure Call Type.   x x x  
ECC Variables, see Configure Expanded Call Variable. x x x x  
Network VRU Script, see Configure Network VRU Scripts. x x x x x
Calltype, see Create a Call Type. x x x x x
Dialed Number, see Configure Dialed Number. x x x x x
Skillgroup, see Configure Skill Group. x x x x x
Folder, see Configure Folder. x x x x  
Group, see Configure Group. x x x x  
Agent, see Configure Agents. x x x x x
Agent Desktop, see Configure Agent Desktop. x x x x x
Agent Team, see Configure Agent Team. x x x x x
Person, see Configure Person. x x x x x
User, see Configure User. x x x x  
User Variable, see Configure User Variable. x x x x x
Enterprise Skill Group, see Configure Enterprise Skill Group. x x x x x
Label, see Configure Label. x x x x x
Attribute, see Configure Attribute. x x x x x
Precision Queue, see Configure Precision Queue. x x x x x
Adding Media File, see Uploading the Media File x x x x
Adding IVR Script, see Uploading the IVR Script x x x x

Note


Bulk upload supports only the create operation.

Configure Unified CCDM Elements

Complete the following procedure to configure Unified CCDM elements.

Procedure
    Step 1   To sign into a system http://<webserver IP>/Portal, enter administrator log in details of the respective tenant created for Unified Contact Center Enterprise instance .
    Step 2   Choose the tenant folder that points to the Unified Contact Center Enterprise instance.
    Step 3   Choose the field that you need to modify or configure.

    Configure Agents

    Complete the following procedures for agent configuration:

    Create an Agent

    Complete the following procedure to create an agent:

    Procedure
      Step 1   Login to Unified CCDM Portal as Tenant or Sub customer user and Navigate to System Manager.
      Step 2   In System Manager, in the Folder Tree panel, select the folder where you want to create the agent.
      Step 3   In the Folder Tree panel, click Resource, and then click Agent.
      Step 4   Click the Details tab and configure the following:
      1. Enter the Agent's Name.
      2. Enter a Description of the agent.
      3. Select a Peripheral to create the agent on.
      4. Choose whether to associate the agent with an existing person, or to create a new person.

        Select Existing Person - Select a person from the drop-down list, or search for a specific person by typing a part of their name in the Search box. The new agent uses the details specified in that Person's Peripheral Login box to log in to their Agent Desk Setting.

        Create New Person - Enter the first name and last (or family) name for the person, and fill in the details they will use to log in to the peripheral. The person is automatically created and associated with the agent.

      Step 5   Click the Supervisor tab and configure the following:
      1. If the agent is a supervisor, check the Supervisor check box.

        The agent must be associated with a Domain Account (the account they use to log in to a computer on the contact center network).

      2. Type in part of the account name, click Find and then select the correct account.
        Note    You cannot set up a domain account from Unified CCDM because security rules typically prevent this. Contact your administrator if you are uncertain of the domain account to use.
      Step 6   Click the Agent Teams tab and configure the following:
      1. Select an agent team for the agent to belong to. Agents may only be a member of a single team, but a supervisor can supervise multiple teams. Use the Selected Path drop-down list to see agent teams in other folders.
      2. Click Add to associate the team with this agent.
      3. Check the Member check box to make the agent a member of the team.

        Supervisors can supervise a team without being a member.

      4. If the agent is a supervisor, select a primary or secondary supervisory role for any team they supervise..

        They may or may not also be a member of this team.

      Step 7   Click the Skill Groups tab and configure the following:
      1. Select skill groups for the agent to belong to. Use the Selected Path drop-down to change folders.
      2. Click Add to add the agent to the selected skill groups.
      Step 8   Click Save.

      Edit an Agent

      Complete the following procedure to view or edit agents.
      Procedure
        Step 1   Login to Unified CCDM Portal as Supervisor.
        Step 2   Select an agent team from the drop-down list.
        Step 3   Click the agent details icon.

        The agent details page displays.

        Step 4   Edit the agent details.

        Clicking a different tab (such as Supervisor or Agent Teams) show a different set of fields. You can return to previous tabs if necessary.

        Step 5   Click Save to save your changes or Cancel to leave the agent details as they were before you started editing.

        Delete an Agent

        Complete the following procedure to delete an agent.

        Procedure
          Step 1   Login to Unified CCDM Portal as Tenant or Sub customer user and Navigate to System Manager.
          Step 2   In System Manager, navigate to the folder containing the Agent you want to delete, and view the agents in that folder using the Items panel list view.
          Step 3   In the Items panel, check the check box or check boxes of the agent or agents you want to delete.
          Step 4   Click Delete.

          Delete Agent confirmation dialog box appears.

          Step 5   Click OK to delete the agent.

          Configure Agent Desktop

          Complete the following procedures to configure an agent desktop:

          Create an Agent Desktop

          Complete the following procedure to create an agent desktop.

          Procedure
            Step 1   Login to Unified CCDM Portal as Tenant or Sub customer user and Navigate to System Manager.
            Step 2   In System Manager, in the Folder Tree panel, select the folder where you want to create the agent desktop.
            Step 3   In the Folder Tree panel, click Resource, and click Agent Desktop.
            Step 4   Enter unique name of up to 32 characters for the record.

            This name can use alphanumeric characters, periods, and underscores.

            Step 5   Complete the mandatory fields such as Incoming work mode, Outgoing work mode, Wrap-up time, Remote Agent Type, and other required fields.
            Step 6   Click Save.

            Edit an Agent Desktop

            Complete the following procedure to edit an agent desktop.

            Procedure
              Step 1   Login to Unified CCDM Portal as Tenant or Sub customer user and Navigate to System Manager.
              Step 2   In System Manager, navigate to the folder containing the agent desktop you want to edit, and view the agent desktops in that folder using the Items panel list view.
              Step 3   In the Items panel, click the agent desktop you want to edit.

              The details of this agent desktop appears in the Details panel.

              Step 4   In the Details panel, click the appropriate tab and make the desired changes.
              Step 5   Click Save.

              Delete an Agent Desktop

              Complete the following procedure to delete the agent desktop.

              Procedure
                Step 1   Login to Unified CCDM Portal as Tenant or Sub customer user and Navigate to System Manager.
                Step 2   In System Manager, navigate to the folder containing the agent desktop you want to delete, and view the agent desktops in that folder using the Items panel list view.
                Step 3   In the Items panel, check the check box or check boxes of the agent desktops you want to delete.
                Step 4   Click Delete and Click OK.
                Note    You cannot delete an agent desktop if it is being referenced by an agent record or if it is specified as the default desktop.

                Configure Agent Team

                Complete the following procedures to configure an agent team:

                Create an Agent Team

                Complete the following procedure to create an agent team:

                Procedure
                  Step 1   Login to Unified CCDM Portal as Tenant or Sub customer user and Navigate to System Manager.
                  Step 2   In System Manager, in the Folder Tree panel, select the folder where you want to create the agent team.
                  Step 3   In the Folder Tree panel, click Resource, and then click Agent Team.
                  Step 4   Enter a unique name for the team.
                  Note    Use only alphanumeric characters, periods and underscore for the name and upto 32 characters.
                  Step 5   Complete fields as for the agent team.
                  Step 6   To assign agents to the team, check the check boxes of one or more agents in the Agents tab, and click Add.
                  Step 7   When you add an agent to the team, you must also check their Member check box to make them a member of the team.

                  This is because it is possible to be involved with a team without being a member, by supervising it.

                  If an agent is a supervisor, a drop-down list appears in the right-hand column.

                  Step 8   Specify whether the agent has a supervisory role for this particular team.
                  Step 9   Click Save.

                  Edit an Agent Team

                  Complete the following procedure to edit an agent team.

                  Procedure
                    Step 1   Login to Unified CCDM Portal as Tenant or Sub customer user and Navigate to System Manager.
                    Step 2   In System Manager, navigate to the folder containing the agent team you want to edit, and view the agent teams in that folder using the Items panel list view.
                    Step 3   In the Items panel, click the agent team you want to edit.

                    The details of this agent team appear in the Details panel.

                    Step 4   Click through the tabs and edit the fields you want to change.
                    Step 5   To remove agents from a team, click the Agents tab and check the check boxes of the agents you wish to remove from the team and click Remove.
                    Step 6   Click Save.

                    Delete an Agent Team

                    Complete the following procedure to delete an agent team

                    Procedure
                      Step 1   Login to Unified CCDM Portal as Tenant or Sub customer user and Navigate to System Manager.
                      Step 2   In System Manager, navigate to the folder containing the agent teams you want to delete, and view the agent teams in that folder using the Items panel list view.
                      Step 3   In the Items panel, check the check box or check boxes of the agent teams you want to delete.
                      Step 4   Click Delete.

                      Delete Agent Teams confirmation dialog box appears.

                      Step 5   Click OK to delete the agent teams.

                      Configure Bucket Interval

                      Configured Bucket interval is included in the following call type configurations.

                      Create a Call Type

                      Complete the following procedure to create a call type.

                      Procedure
                        Step 1   Login to Unified CCDM Portal as Tenant or Sub customer user and Navigate to System Manager.
                        Step 2   In System Manager > Folder Tree Panel, choose a folder where you want to create the call type.
                        Step 3   Click Resource, and then click Call Type.
                        Step 4   Enter a unique name of up to 32 characters for the call type.

                        Use only alphanumeric characters, periods, and underscores for the name.

                        Step 5   Complete the Call Type fields.
                        Step 6   Select Bucket Interval from the drop-down list.
                        Step 7   Click Save.
                        Note    The bucket interval is the count of answered or abandoned calls that are used as intervals for the Call Type. The default value is system default.

                        Delete a Call Type

                        Complete the following procedure to delete a call type.

                        Procedure
                          Step 1   Login to Unified CCDM Portal as Tenant or Sub customer user and Navigate to System Manager.
                          Step 2   In System Manager, navigate to the folder containing the call types you want to delete and under Summary in Items panel list view click Call Type .
                          Step 3   In the Items panel, select the call types you want to delete.
                          Step 4   Click Delete.
                          Step 5   Click OK.

                          Configure Precision Routing

                          Complete the following procedures to configure precision routing.

                          Configure Attribute

                          Complete the following procedures to configure attribute.

                          Create Attribute

                          Complete the following procedure to create an attribute.

                          Procedure
                            Step 1   Log in to the CCDM portal as Tenant/Sub customer user and navigate to System Manager.
                            Step 2   Select the required tenant to create an attribute.
                            Step 3   In the Folder Tree panel, click Resource, and click Attribute.

                            A new page appears.

                            Step 4   Provide a Name for the attribute. For example, ENGLISH.
                            Step 5   Enter the Description for the attribute.
                            Step 6   Select the Data Type for the attribute. For example, Proficiency.
                            Step 7   Select the Default Value from the drop-down list.
                            Step 8   Click Save.

                            Edit Attribute

                            Complete the following procedure to edit an attribute.

                            Procedure
                              Step 1   Log in to the CCDM portal as Tenant/Sub customer user and navigate to System Manager.
                              Step 2   In System Manager, navigate to the folder containing the attribute you want to edit, and view the attributes in that folder using the Items panel list view.
                              Step 3   In the Items panel, click the attribute you want to edit.

                              The details of this attribute appears in the Details panel.

                              Step 4   In the Details panel, click the appropriate tab and make the desired changes.
                              Step 5   Click Save.
                              Note   

                              The attribute of a data type cannot be modified once it is assigned. However, the default value of the data type can be modified.


                              Delete Attribute

                              Complete the following procedure to delete an attribute.

                              Procedure
                                Step 1   Log in to the CCDM portal as Tenant/Sub customer user and navigate to System Manager.
                                Step 2   In System Manager, navigate to the folder containing the attribute you want to delete, and view the attributes in that folder using the Items panel list view.
                                Step 3   In the Items panel, check the check boxes of the attributes that you want to delete.
                                Step 4   Click Delete.
                                Note   

                                You cannot delete an attribute if it is referenced by a precision queue.


                                Assign Attribute to an Agent

                                Complete the following procedure to assign the attribute to an agent.

                                Procedure
                                  Step 1   Log in to the CCDM portal as Tenant/Sub customer user and navigate to System Manager.
                                  Step 2   In System Manager, navigate to the folder containing the agent to which you want to assign the attribute and view the agent in that folder using the Items panel list view.
                                  Step 3   In the Items panel, click the agent to which you want to assign the attribute.

                                  The details of this agent appear in the Details panel.

                                  Step 4   In the Details panel, click Attribute. Check the check box against the attribute tab and click Add.
                                  Step 5   Click Save.
                                  Note   

                                  The supervisor agent must be associated with a domain account before they can have attributes assigned to them.


                                  Configure Precision Queue

                                  Complete the following procedures to configure precision queue.

                                  Create Precision Queue
                                  Procedure
                                    Step 1   Log in to the CCDM portal as Tenant/Sub Customer user and navigate to System Manager.
                                    Step 2   Select the required tenant to create the precision queue.
                                    Step 3   In the Folder Tree panel, click Resource, and click Precision Queue.

                                    A new page appears.

                                    Step 4   Enter the required fields for the following:
                                    • Name: Enter a name for the Precision Queue.

                                    • Description: Enter a description for the Precision Queue.

                                    • Service Level Type: Select the Service Level Type from the drop-down list.

                                    • Service Level Threshold: Enter the Service Level Threshold details.

                                    • Agent Order: Select the Agent Order from the drop-down list.

                                    Step 5   Select the Steps tab and click Step1. A new page appears.
                                    Step 6   In the Expression1 field, provide the attribute name and select the operation from the drop-down list and also select Proficiency level from the drop-down list. For example, Attribute = ENGLISH, Operation is >, and Proficiency level is 6.
                                    Step 7   Click OK.
                                    Note   

                                    Based on the requirement, we can add the number of expression and steps.

                                    Step 8   Click Save.

                                    Edit Precision Queue

                                    Complete the following procedure to edit a Precision Queue.

                                    Procedure
                                      Step 1   Log in to the CCDM portal as Tenant/Sub customer user and navigate to System Manager.
                                      Step 2   In System Manager, navigate to the folder containing the Precision Queue you want to edit, and view the Precision Queue in that folder using the Items panel list view.
                                      Step 3   In the Items panel, click the Precision Queue that you want to edit.

                                      The details of this Precision Queue appears in the Details panel.

                                      Step 4   In the Details panel, click the appropriate tab and make the desired changes.
                                      Step 5   Click Save.

                                      Delete Precision Queue

                                      Complete the following procedure to delete the Precision Queue.

                                      Procedure
                                        Step 1   Log in to the CCDM portal as Tenant/Sub customer user and navigate to System Manager.
                                        Step 2   In System Manager, navigate to the folder containing the Precision Queue you want to delete and view the Precision Queue in that folder using the Items panel list view.
                                        Step 3   In the Items panel, check the check boxes of the Precision Queue that you want to delete.
                                        Step 4   Click Delete.

                                        Create Routing Scripts

                                        See the following illustration to create routing scripts:

                                        Figure 1. Create Routing scripts

                                        Configure Network VRU Script

                                        Complete the following procedure to change an audio file associated with a VRU script.

                                        Procedure
                                          Step 1   Login to the CCDM portal as Tenant/Sub customer user and navigate to System Manager.
                                          Step 2   In the System Manager, navigate to the folder containing the Network VRU script you want to edit, and view the Network VRU scripts in that folder using the Items panel list view.
                                          Step 3   In the Items panel, click the Network VRU script you want to edit.
                                          Step 4   Click the Audio tab.
                                          Step 5   Click Browse and navigate to where you saved the audio file, and then select the file.
                                          Step 6   Click Upload.
                                          Step 7   After the file has uploaded, click Save.

                                          Create Network VRU Script

                                          Complete the following procedure to set up the network VRU script.

                                          Procedure
                                            Step 1   Log in to the CCDM portal as Tenant/Sub customer user and navigate to System Manager.
                                            Step 2   In System Manager, in the Folder Tree panel, select the folder where you want to create the network VRU Script.
                                            Step 3   In the Folder Tree panel, select Resource, and click Network Vru Script.
                                            Step 4   Complete fields as follows:
                                            1. Name* (Required)- Enter a unique name that will identify the script, using a maximum of 32 alphanumeric characters. Only alphanumeric characters, _ or . are valid. First character must be alphanumeric. For example: Play_Welcome.
                                            2. Description (Optional)- Enter additional information about the script, using a maximum of 255 characters. There is no restriction of characters.
                                            3. Network VRU* (Required) - Select the Network VRU from the drop-down list.
                                            4. VRU Script Name* (Required)- Enter the name of the script as it is known on the Unified CVP. The name must be unique and can have a maximum of 39 characters. There is no restriction of characters. See VRU Script Name parameters.
                                            5. Configuration Parameter (Optional)- A string used by Unified CVP to pass additional parameters to the IVR Service. The content of string depends on the micro-application to be accessed. Maximum length is 255. No restriction of characters.
                                            6. Timeout* (Required)- Enter a number to indicate the number of seconds for the system to wait for a response from the routing client after directing it to run the script. The default value is 180 seconds. Enter a whole number between 0 and 2147483647.
                                            7. Interruptible (Optional)- This check box indicates whether or not the script can be interrupted; for example, when an agent becomes available to handle the call.
                                            8. Overridable (Optional)- By default, this option is unchecked.
                                            Step 5   Click Save.

                                            A confirmation message appears to indicate the successful creation of a network VRU script.


                                            Configure Dialed Number

                                            Complete the following procedures for dialed number configuration:

                                            Create a Dialed Number

                                            Complete the following procedure to create one or more dialed numbers.

                                            Procedure
                                              Step 1   Log in to the CCDM portal as Tenant/Sub customer user and navigate to System Manager.
                                              Step 2   In System Manager, in the Folder Tree panel, select the folder where you want to create the dialed number.
                                              Step 3   Click Resource, and then click Dialed Number.
                                              Step 4   Enter unique name of up to 32 characters for the dialed number.

                                              This must only consist of alphanumeric characters, periods, and underscores only.

                                              Step 5   Complete fields as for the dialed number Fields.
                                              Step 6   Click Add to specify the call types and other dialing information to be associated with this dialed number.
                                              Step 7   Click Save.

                                              Delete a Dialed Number

                                              Complete the following procedure to delete one or more dialed numbers.

                                              Procedure
                                                Step 1   Log in to the CCDM portal as Tenant/Sub customer user and navigate to System Manager.
                                                Step 2   In System Manager, navigate to the folder containing the dialed numbers you want to delete, and view the dialed numbers in that folder using the Items panel list view.
                                                Step 3   In the Items panel, select the dialed numbers to be deleted.
                                                Step 4   Click Delete.

                                                Configure Enterprise Skill Group

                                                Complete the following procedures for enterprise skill group configuration:

                                                Create an Enterprise Skill Group

                                                Complete the following procedure to create an enterprise skill group.

                                                Procedure
                                                  Step 1   Log in to the CCDM portal as Tenant/Sub customer user and navigate to System Manager.
                                                  Step 2   In System Manager, in the Folder Tree panel, select the folder where you want to create the enterprise skill group.
                                                  Step 3   In the Folder Tree panel, click Resource, and then click Enterprise Skill Group.
                                                  Step 4   Enter a unique name for the group.
                                                  Step 5   Complete all the fields for enterprise skill group.
                                                  Step 6   To assign skill groups to the group, click Add and select one or more skill groups.
                                                  Step 7   Click Save.

                                                  Delete an Enterprise Skill Group

                                                  Complete the following procedure to delete an enterprise skill group.

                                                  Procedure
                                                    Step 1   Log in to the CCDM portal as Tenant/Sub customer user and navigate to System Manager.
                                                    Step 2   In System Manager, navigate to the folder containing the enterprise skill groups you want to delete, and view the enterprise skill groups in that folder using the Items panel list view.
                                                    Step 3   In the Items panel, check the check box or check boxes of the enterprise skill groups you want to delete.
                                                    Step 4   Click Delete.

                                                    The Delete Enterprise Skill Groups page appears

                                                    Step 5   Click OK.

                                                    The enterprise skill groups are deleted.


                                                    Configure Expanded Call Variable

                                                    Complete the following procedures to configure an expanded call variable.

                                                    Create an Expanded Call Variable

                                                    Complete the following procedure to create an expanded call variable.

                                                    Procedure
                                                      Step 1   Log in to the CCDM portal as Tenant/Sub customer user and navigate to System Manager.
                                                      Step 2   In System Manager > Folder Tree Panel, select the folder where you want to create the expanded call variable.
                                                      Step 3   Click Resource, and then click Expanded Call Variable.
                                                      Step 4   Complete the expanded call variable fields.
                                                      Step 5   Set the active from and to dates in the Advanced tab.
                                                      Step 6   Click Save.

                                                      Delete an Expanded Call Variable

                                                      Complete the following procedure to delete expanded call variable.

                                                      Procedure
                                                        Step 1   Log in to the CCDM portal as Tenant/Sub customer user and navigate to System Manager.
                                                        Step 2   In the System Manager, navigate to the folder containing the expanded call variables you want to delete, and view the expanded call variables.
                                                        Step 3   In the Items panel, select the expanded call variables that you want to delete.
                                                        Step 4   Click Delete.
                                                        Step 5   Click OK.

                                                        Configure Folder

                                                        Complete the following procedures for folder configuration:

                                                        Create Folders

                                                        Complete any one of the following procedures to create folders:

                                                        Create Folders

                                                        Complete the following procedures to create folders:

                                                        Procedure
                                                          Step 1   Log in to the CCDM portal as System Administrator and navigate to System Manager.
                                                          Step 2   In System Manager > Folder Tree panel, select the folder where you want to create the new folder.
                                                          Step 3   Click System, and then click Folder.
                                                          Step 4   In the Name field enter a name for the new folder.
                                                          Step 5   In the Description field enter any explanatory text for the folder, if required.
                                                          Step 6   If required, uncheck the Inherit Permissions check box to make this folder a policy root that does not inherit security permissions from its parent folder.
                                                          Step 7   Check the Create Another check box if you want to create more folders at the same point in the tree structure.
                                                          Step 8   Click Save to save the new folder in the tree.

                                                          Create Folders Using Default Values

                                                          Complete the following procedure to create a folder using the default value.

                                                          Procedure
                                                            Step 1   In System Manager > Folder Tree panel, select the folder where you want to create the new folder.
                                                            Step 2   Create the folder in one of the following ways:
                                                            • Press the Insert key on the keyboard.
                                                            • Right-click at the position where you want to create the new folder and select Create Folder.

                                                            A new folder is created with the default name NewN, a default blank description, and the default setting to inherit permissions from the parent.

                                                            Step 3   Enter a new name to replace the default name if required.

                                                            Rename a Folder

                                                            Complete the following procedure to rename a folder in one of the following ways.

                                                            Procedure
                                                              Step 1   In System Manager, select the folder in the Folder Tree panel and press F2 on the keyboard.
                                                              Step 2   In System Manager, right-click the folder in the Folder Tree panel and select Rename Folder.

                                                              Move Folder

                                                              Complete any one of the following procedures to move a folder:

                                                              Move a Folder Using Drag and Drop

                                                              Complete the following procedure to move a folder using drag and drop.

                                                              Procedure
                                                                Step 1   In System Manager > Folder Tree panel, select the folder or folders you want to move.
                                                                Step 2   Drag and drop the selected folders to the new location.

                                                                Move Folder

                                                                Complete the following procedure to move a folder:

                                                                Procedure
                                                                  Step 1   Log in to the CCDM portal as System Administrator and navigate to System Manager.
                                                                  Step 2   In System Manager > Folder Tree panel, select the folder that contains the folder or folders you want to move.
                                                                  Step 3   In the Items panel, click Folders.
                                                                  Step 4   Select the folders to be moved.
                                                                  Step 5   Click Move.
                                                                  Step 6   In the folder tree, select the location to move the folders to.
                                                                  Step 7   Click Save.

                                                                  Delete Folder

                                                                  Complete any one of the following procedures to delete a folder:

                                                                  Delete a Folder Using Folder Tree

                                                                  Complete the procedure to delete a folder using the Folder Tree.

                                                                  Procedure
                                                                    Step 1   In System Manager > Folder Tree panel, select the folder or folders you want to delete.
                                                                    Step 2   In the Folder Tree panel, either press the Delete key on the keyboard, or right-click to see the shortcut menu, and click Delete Folder.
                                                                    Step 3   In the Delete Folder dialog, select OK.

                                                                    Delete Folder

                                                                    Complete the following procedures to delete a folder:

                                                                    Procedure
                                                                      Step 1   Log in to the CCDM portal as System Administrator and navigate to System Manager.
                                                                      Step 2   In System Manager > Folder Tree panel, select the folder that contains the folder or folders you want to delete.
                                                                      Step 3   In the Items panel, click Folders.
                                                                      Step 4   Select the folder or folders to be deleted.
                                                                      Step 5   Click Delete.
                                                                      Step 6   In the Delete folder dialog, select OK.

                                                                      Configure Group

                                                                      Complete the following procedure for group configuration:

                                                                      Create a Group

                                                                      Complete the following procedure to create a group.

                                                                      Procedure
                                                                        Step 1   Log in to the CCDM portal as System Administrator and navigate to Group Manager.
                                                                        Step 2   From the folder tree on the left, select the folder in which you want to create the new group.
                                                                        Step 3   Click New.
                                                                        Step 4   Enter the following details:
                                                                        1. In the Name field enter the name for the new group.

                                                                          Groups in different folders may have the same name.

                                                                        2. In the Description field enter a description for the group, such as a summary of its permissions or the categories of users it is intended for.
                                                                        3. If you want to create more than one group, check the Create Another check box (to remain on the Create a new group page after you have created this group).

                                                                        Edit a Group

                                                                        Complete the following procedure to edit or view group details.

                                                                        Procedure
                                                                          Step 1   Log in to the CCDM portal as System Administrator and navigate to Group Manager.
                                                                          Step 2   From the folder tree on the left, select the folder containing the group you want to edit.
                                                                          Step 3   Click group.
                                                                          Step 4   Edit the group details as required.
                                                                          Step 5   Click the Members tab to add or remove the members of the group.
                                                                          Step 6   Click the Groups tab to add or remove the group from other groups.
                                                                          Step 7   Click Save.

                                                                          Move a Group

                                                                          Complete the following procedure to move a group.

                                                                          Procedure
                                                                            Step 1   Log in to the CCDM portal as System Administrator and navigate to Group Manager.
                                                                            Step 2   From the folder tree on the left, select the folder containing the group to be moved.
                                                                            Step 3   Check the check box beside the group to be moved.
                                                                            Step 4   Click Move.
                                                                            Step 5   Navigate to the folder you want to move the group to.
                                                                            Step 6   Click Save.
                                                                            Step 7   Alternatively, choose a group name and click Move in the details page.

                                                                            Delete a Group

                                                                            Complete the following procedure to delete a group.

                                                                            Procedure
                                                                              Step 1   Log in to the CCDM portal as System Administrator and navigate to Group Manager.
                                                                              Step 2   From the folder tree on the left, click the folder containing the group you want to delete.
                                                                              Step 3   Check the group’s check box.
                                                                              Step 4   Click Delete and confirm the deletion when prompted.

                                                                              Configure Label

                                                                              Complete the following procedures for label configuration:

                                                                              Create a Label

                                                                              Complete the following procedure to create a label.

                                                                              Procedure
                                                                                Step 1   Log in to the CCDM portal as Tenant/Sub Customer User and navigate to System Manager.
                                                                                Step 2   In System Manager, in the Folder Tree panel, select the folder where you want to create the label.
                                                                                Step 3   In the Folder Tree panel, click Resource, and click Label.
                                                                                Step 4   Enter a unique name of up to 32 characters for the label.

                                                                                This must contain alphanumeric characters, periods and underscores only.

                                                                                Step 5   Complete all fields for the label.
                                                                                Step 6   Click Save.

                                                                                Delete a Label

                                                                                Complete the following procedure to delete a label.

                                                                                Procedure
                                                                                  Step 1   Log in to the CCDM portal as Tenant/Sub Customer User and navigate to System Manager.
                                                                                  Step 2   In System Manager, navigate to the folder containing the labels you want to delete, and view the labels in that folder using the Items panel list view.
                                                                                  Step 3   In the Items panel, check the check box or check boxes of the labels you want to delete.
                                                                                  Step 4   Click Delete.
                                                                                  Step 5   In the Delete Labels dialog box, click OK.

                                                                                  The labels are deleted.


                                                                                  Configure Person

                                                                                  Complete the following procedures to configure a person:

                                                                                  Create a Person

                                                                                  Complete the following procedure to create a person.

                                                                                  Procedure
                                                                                    Step 1   Log in to the CCDM portal as Tenant/Sub Customer User and navigate to System Manager.
                                                                                    Step 2   In System Manager, in the Folder Tree panel, select the folder where you want to create the person.
                                                                                    Step 3   In the Folder Tree panel, click Resource, and click Person.
                                                                                    Step 4   Enter a first name, last name, login name, and password for the person.

                                                                                    Names can be up to 32 characters, and must consist alphabets, numbers, underscores, and periods only.

                                                                                    Step 5   On the equipment tab, select the Unified Contact Center Enterprise and Unified Communications Manager to which you want to add the person. Specify any equipment specific configuration.
                                                                                    Step 6   Complete fields for the Persons fields.
                                                                                    Step 7   Set Active from and to dates in the Advanced tab.
                                                                                    Step 8   Click Save.
                                                                                    Note   

                                                                                    After you create a person, you cannot edit the Unified CCDM account details for a person through another person. You must edit the Unified CCDM account details directly.

                                                                                    You cannot link a person with an existing Unified CCDM user account.


                                                                                    Delete a Person

                                                                                    Complete the following procedure to delete a person.

                                                                                    Procedure
                                                                                      Step 1   Login to the CCDM portal as Tenant/Sub Customer User and navigate to System Manager.
                                                                                      Step 2   In System Manager, navigate to the folder containing the person or persons you want to delete the persons in that folder using the Items panel list view.
                                                                                      Step 3   In the Items panel check the check box or check boxes of the person or persons you want to delete.
                                                                                      Step 4   Click Delete.
                                                                                      Step 5   Click OK to delete the person.

                                                                                      Configure Supervisors

                                                                                      Complete the following procedure to configure a supervisor.

                                                                                      Before You Begin
                                                                                      This is applicable for Sub-customer users of Small Contact Center Deployment that requires Supervisor to associate with Domain account.
                                                                                      • Navigate to Security, select Sub-customer Tenant and click User Tab>Userand click Change Permission.
                                                                                      • Check Full Permission check-box, for the Sub customer tenant and click OK.
                                                                                      Procedure
                                                                                        Step 1   Log in to the CCDM portal as Tenant/Sub Customer User and navigate to System Manager.
                                                                                        Step 2   In the System Manager, navigate to the folder containing the Agent that you want as a Supervisor or create a new agent. To create a new agent, see Create an Agent.
                                                                                        Step 3   Click Create New Person/Select Existing Person.
                                                                                        Step 4   Enter the agent name, first name, last name, login name, and password for the person.
                                                                                        Step 5   Associate the skill group for the agent in the Skill Group tab.
                                                                                        Step 6   Select the Supervisor tab and enable Supervisor.
                                                                                        Step 7   Enable Associate with Domain Account (Optional). To enable Associate with domain account perform the following instructions.
                                                                                        1. Check the Associate with Domain Account check-box.
                                                                                        2. Enter Domain\Supervisor(Logon) name and click on Find, ensure the logon name is already created in the domain controller if not the logon name will not be listed.
                                                                                          Note    In Precision routing enabling the Associate domain is mandatory for assigning the attribute to a supervisor.
                                                                                        Step 8   Click Save.

                                                                                        Configure Skill Group

                                                                                        Complete the following procedures to configure skill group:

                                                                                        Create a Skill Group

                                                                                        Complete the following procedure to create a skill group.

                                                                                        Procedure
                                                                                          Step 1   Log in to the CCDM portal as Tenant/Sub Customer User and navigate to System Manager.
                                                                                          Step 2   In System Manager, in the Folder Tree panel, select the folder where you want to create the skill group.
                                                                                          Step 3   Click Resource, and click Skill Group.
                                                                                          Step 4   Enter a unique name for the group.
                                                                                          Step 5   Complete fields for the skill group.
                                                                                          Step 6   To assign agents to the team, see Add an Agent to Skill Group, and click Save.

                                                                                          Edit a Skill Group

                                                                                          Complete the following procedure to edit a skill group.

                                                                                          Procedure
                                                                                            Step 1   Log in to the CCDM portal as Tenant/Sub Customer User and navigate to System Manager.
                                                                                            Step 2   In System Manager, navigate to the folder containing the skill group you want to edit, and view the skill groups in that folder using the Items panel list view.
                                                                                            Step 3   In the Items panel, click the skill group you want to edit.

                                                                                            The details of this skill group display in the Details panel.

                                                                                            Step 4   Click the tabs and edit the fields you want to change.
                                                                                            Step 5   To remove agents from a skill group, click the Agents tab and select the agents you want to remove from the team.
                                                                                            Step 6   Click Remove.
                                                                                            Step 7   Click Save.

                                                                                            Delete a Skill Group

                                                                                            Complete the following procedure to delete a skill group.

                                                                                            Procedure
                                                                                              Step 1   Log in to the CCDM portal as Tenant/Sub Customer User and navigate to System Manager.
                                                                                              Step 2   In System Manager, navigate to the folder containing the skill groups you want to delete, and view the skill groups in that folder using the Items panel list view.
                                                                                              Step 3   In the Items panel, select the skill groups you want to delete.
                                                                                              Step 4   Click Delete.

                                                                                              The Delete Skill Groups page appears.

                                                                                              Step 5   Click OK.

                                                                                              The skill groups are deleted.


                                                                                              Configure Route

                                                                                              Complete the following procedure to configure a route.

                                                                                              Procedure
                                                                                                Step 1   Log in to the CCDM portal as Tenant/Sub Customer User and navigate to System Manager.
                                                                                                Step 2   In System Manager, in the Folder Tree panel, select the folder where you want to create the route.
                                                                                                Step 3   In the Folder Tree panel, click Skill Group.
                                                                                                Step 4   Choose the skill group for which you are creating a route.
                                                                                                Step 5   Select Routes and configure the following:
                                                                                                • Route Name—Enter a unique router name that will identify the script, using a maximum of 32 alphanumeric characters. Only alphanumeric characters, _ or . are valid. First character must be alphanumeric.

                                                                                                • Route Description—Enter the route description. Maximum length: 255. No restriction of characters.

                                                                                                Step 6   Click Add.
                                                                                                Step 7   Click Save.

                                                                                                Agent Re-skilling

                                                                                                The Skill Group Manager tool allows you to view and edit agent skill group memberships. Complete the following procedure to display skill group manager in Supervisor and Advanced mode:

                                                                                                Procedure
                                                                                                  Step 1   To display the Skill Group Manager in Supervisor Mode, click the Skill Group Manager listed in the drop-down list of Home from the tools menu bar.
                                                                                                  Step 2   To display the Skill Group Manager in Advanced Mode, from the home page, go to the Service Manager tool and click the Skill Group Manager link.

                                                                                                  View Skill Group

                                                                                                  Complete the following procedure to view a skill group.

                                                                                                  Procedure
                                                                                                    Step 1   To see a skill group, click the Skillgroup drop-down list and select the skill group you want to work with.

                                                                                                    The agent list shows agent name, status (such as Ready or Pending Active), and the date from which the agent is active in the system (an Active From Date in the future indicates an agent who has not yet started work).

                                                                                                    Step 2   Click Edit to edit the agent details.

                                                                                                    Add an Agent to Skill Group

                                                                                                    Complete the following procedure to add an agent to a skill group.

                                                                                                    Procedure
                                                                                                      Step 1   Select a skill group for the agent or agents.
                                                                                                      Step 2   Select agents to belong to the skill group using the check boxes. Use the Selected Path drop-down to see agents in other folders.
                                                                                                      Step 3   You can enter part of an agent's name into the search box, and then click Search to filter the list of agents by the specified search string.
                                                                                                      Step 4   Click Add to associate the agents with this skill group.
                                                                                                      Step 5   Click Save to save your changes, or Cancel to leave the details as they were before you started.

                                                                                                      Remove an Agent from Skill Group

                                                                                                      Complete the following procedure to remove an agent from a skill group.

                                                                                                      Procedure
                                                                                                        Step 1   Select a skill group to remove an agent or agents.
                                                                                                        Step 2   In the top list, select the agents to remove from the skill group using the check boxes.
                                                                                                        Step 3   You enter part of an agent's name into the search box, and then click Search to filter the list of agents by the specified search string.
                                                                                                        Step 4   Click Remove to remove the agents from this skill group.
                                                                                                        Step 5   Click Save to save your changes, or Cancel to leave the details as they were before you started.

                                                                                                        Self Skilling

                                                                                                        You can access Self Skilling through the basic mode tools menu or through the advanced mode Service Manager tool. Self-Skilling allows a Unified CCDM user associated with a valid Unified CCE person to update the skill groups to which they are assigned.

                                                                                                        Add Yourself to Skill Group

                                                                                                        Complete the following procedure to add yourself to a skill group.

                                                                                                        Procedure
                                                                                                          Step 1   If a Person is mapped to more than one Agent, select which Agent you wish to re-skill using the drop-down list provided.
                                                                                                          Step 2   Browse to the folder where the skill groups are you want to add yourself to.
                                                                                                          Step 3   Check the check box next to the skill groups you wish to join.
                                                                                                          Step 4   Click Add and they appear in the Selected Skill Groups list.
                                                                                                          Step 5   Click Save to commit the changes.

                                                                                                          Remove Yourself from Skill Group

                                                                                                          Complete the following procedure to remove yourself from a skill group.

                                                                                                          Procedure
                                                                                                            Step 1   If your person is mapped to more than one Agent, select which Agent you wish to re-skill using the drop-down list box provided.
                                                                                                            Step 2   Check the check box next to the skill group you wish to remove yourself from in the Selected Skill Groups list.
                                                                                                            Step 3   Click Remove and the skill group will disappear from this list.
                                                                                                            Step 4   If you are the last person in the skill group (and removing yourself would effectively leave this skill group empty), a confirmation window appears. Click OK if you wish to continue or click Cancel to abort.
                                                                                                            Step 5   Click Save to commit the changes.

                                                                                                            Configure User

                                                                                                            Complete the following procedures to configure a user:

                                                                                                            Create a User

                                                                                                            Complete the following procedure to create a user.

                                                                                                            Procedure
                                                                                                              Step 1   Log in to the CCDM portal as System Administrator and navigate to Group Manager.
                                                                                                              Step 2   From the folder tree on the left, select the folder in which to create the new user.
                                                                                                              Step 3   Click New.
                                                                                                              Step 4   Enter the following details in Create a New User page:
                                                                                                              1. In the Login Name field, enter the name for the new user account.

                                                                                                                Use this name to login to Unified CCDM.

                                                                                                              2. In the Password field, enter the password for the new user.
                                                                                                              3. In the Confirm Password field, re-enter the selected password.
                                                                                                              4. In the First Name and Last Name fields, enter the user's details.
                                                                                                              5. In the Email field, enter the email address (if any) of the new user.
                                                                                                              6. In the Description field, optionally enter any explanatory text, such as a job title.
                                                                                                              7. Enter the User Home Folder that the user will start in when they log in.

                                                                                                                If you leave this blank, it automatically sets to the folder the user is created in.

                                                                                                              Step 5   Select the following check boxes based on the requirement:
                                                                                                              1. Check the Advanced Mode check box if you want to assign global roles to the user that allow them to access Advanced Mode tools such as the System Manager.
                                                                                                              2. Check the Account Enabled check box to ensure that the user is live in the system. If unchecked, the new user account is saved in the system, but the user can not login.
                                                                                                              3. Check the User must change password at next Logon from the folder tree on the left and select the folder to create the new user. This prompts new users to change their password after their first login.
                                                                                                              4. Check the Password Never Expires check box to assign the password to the new user indefinitely.
                                                                                                              5. Check the User cannot change password check box to prevent new users from changing their own password (it can still be changed by administrators).
                                                                                                              Step 6   To create more than one user, Check the Create Another check box to remain on the Create a new user page after you have created this user.
                                                                                                              Step 7   Click Save.

                                                                                                              Edit a User

                                                                                                              Complete the following procedure to edit user details.

                                                                                                              Procedure
                                                                                                                Step 1   Log in to the CCDM portal as System Administrator and navigate to Group Manager.
                                                                                                                Step 2   From the folder tree on the left, select the folder containing the user you want to edit.
                                                                                                                Step 3   Click the user.

                                                                                                                A page showing the user details displays.

                                                                                                                Step 4   Edit details as required.

                                                                                                                You can change the user password by using on the Password tab, and add or remove the groups using the Groups tab.

                                                                                                                Step 5   Click Save.

                                                                                                                Delete a User

                                                                                                                Complete the following procedure to delete a user.

                                                                                                                Procedure
                                                                                                                  Step 1   Log in to the CCDM portal as System Administrator and navigate to Group Manager.
                                                                                                                  Step 2   From the folder tree on the left, select the folder containing the user you want to delete.
                                                                                                                  Step 3   Check the check box beside the user you want to delete.
                                                                                                                  Step 4   Click Delete and confirm the deletion when prompted.

                                                                                                                  Configure User Variable

                                                                                                                  Complete the following procedure for user variable configuration:

                                                                                                                  Create a User Variable

                                                                                                                  Complete the following procedure to create a user variable.

                                                                                                                  Procedure
                                                                                                                    Step 1   Log in to the CCDM portal as System Administrator and navigate to System Manager.
                                                                                                                    Step 2   In System Manager, in the Folder Tree panel, select the folder where you want to create the user variable.
                                                                                                                    Step 3   In the Folder Tree panel, click Resource, and then click User Variable
                                                                                                                    Step 4   Complete all the fields for User Variable Fields. Set the Active from and to dates in the Advanced tab.
                                                                                                                    Step 5   Click Save.

                                                                                                                    Delete a User Variable

                                                                                                                    Complete the following procedure to delete a user variable.

                                                                                                                    Procedure
                                                                                                                      Step 1   Log in to the CCDM portal as System Administrator and navigate to System Manager.
                                                                                                                      Step 2   In System Manager, navigate to the folder containing the user variables you want to delete, and view the user variables in that folder using the Items panel list view.
                                                                                                                      Step 3   In the Items panel, check the check box or check boxes of the user variables you want to delete.
                                                                                                                      Step 4   Click Delete.
                                                                                                                      Step 5   In the Delete User Variables dialog box, click OK.

                                                                                                                      The user variables are deleted.


                                                                                                                      View the Unified CCDM Version

                                                                                                                      Complete the following procedure to view the Unified CCDM version.

                                                                                                                      Procedure
                                                                                                                        Step 1   In the Settings page, click Settings.
                                                                                                                        Step 2   Click About.

                                                                                                                        View the Unified CCDM version installed on your system in the About This Installation Page.


                                                                                                                        Bulk Operations Using Unified CCDM

                                                                                                                        The bulk upload tool is used for importing large numbers of resource items into Unified CCDM. It is used to generate resources such as Agents or Skill Groups by filling in resource attributes using the standard CSV format. All CSV files require headers that dictate where each value goes. These headers are provided by templates that can be downloaded from the appropriate Bulk Upload page in Unified CCDM. You can bulk upload the following resources:

                                                                                                                        • Agents

                                                                                                                        • Agent Desktops

                                                                                                                        • Agent Teams

                                                                                                                        • Attributes

                                                                                                                        • Skill Groups

                                                                                                                        • User Variables

                                                                                                                        • Persons

                                                                                                                        • Precision Queues

                                                                                                                        Templates for Creating CSV Files

                                                                                                                        Data types

                                                                                                                        The following data types are used for creating CSV files:

                                                                                                                        • Standard Naming Convention (SNC). This is alphanumeric data with no exclamation marks or hyphens, although underscores are permitted.

                                                                                                                        • BOOLEAN values can be one of the following:

                                                                                                                          • TRUE.

                                                                                                                          • FALSE.

                                                                                                                          • Empty field. Leaving these fields empty defaults the field to FALSE.

                                                                                                                        • Y/N is similar to BOOLEAN however it can only contain the values Y or N.

                                                                                                                        • Date format is the universal date format <Year>-<Month>-<Day> for example 2006-08-30.

                                                                                                                        • Any Data Type marked with a hyphen (-) implies that there are no constraints on what you can put in the field (except for the constraints imposed by the native CSV format).

                                                                                                                        • When a column supports a list of values (for example, an agent may belong to multiple skill groups) separate each skill group with a semi-colon, for example Skillgroup1; Skillgroup2; Skillgroup3.

                                                                                                                        Global Template Columns

                                                                                                                        These columns are common to every template file except where stated. The Required? column indicates whether the column can be removed entirely.

                                                                                                                        Column Name

                                                                                                                        Data Type

                                                                                                                        Required?

                                                                                                                        Description

                                                                                                                        Path

                                                                                                                        Path

                                                                                                                        No

                                                                                                                        Describes where in the tree the resource will be created. If you wish to supply the path in the bulk upload screen, you must remove this column.

                                                                                                                        Note   

                                                                                                                        If you leave the column present and do not set a value, it attempts to upload into the Root directory, which is valid for items such as folders, but not for resources such as agent or skill group. If you remove the column completely, the resources upload into the folder you were working in when you initiated the bulk upload.

                                                                                                                        Name

                                                                                                                        SNC

                                                                                                                        Yes*

                                                                                                                        The name of the resource in the Unified CCDM system. This must be a unique name. In most cases, this is not provisioned.

                                                                                                                        Description

                                                                                                                        Yes

                                                                                                                        Describes the dimension being created. This is never provisioned.

                                                                                                                        EnterpriseName

                                                                                                                        SNC

                                                                                                                        Yes*

                                                                                                                        The name for the resource being created. This field is provisioned. If you leave it blank an Enterprise name is generated for you.

                                                                                                                        EffectiveFrom

                                                                                                                        Date

                                                                                                                        No

                                                                                                                        The date from which the resource is active. The default is the current date.

                                                                                                                        Note   

                                                                                                                        This date is not localized, and is treated as a UTC date.

                                                                                                                        EffectiveTo

                                                                                                                        Date

                                                                                                                        No

                                                                                                                        The date on which the resource becomes inactive. The default is forever.

                                                                                                                        Note   

                                                                                                                        This date is not localized, and is treated as a UTC date.

                                                                                                                        * indicates that this column cannot support a field that is empty.

                                                                                                                        Agent Template

                                                                                                                        Column Name

                                                                                                                        Data Type

                                                                                                                        Required?

                                                                                                                        Description

                                                                                                                        PeripheralNumber

                                                                                                                        Numeric

                                                                                                                        Yes*

                                                                                                                        The service number as known at the peripheral.

                                                                                                                        PeripheralName

                                                                                                                        SNC

                                                                                                                        No

                                                                                                                        The name identifying the agent on the associated peripheral.

                                                                                                                        Supervisor

                                                                                                                        Boolean

                                                                                                                        No

                                                                                                                        Indicates whether the agent is a supervisor. The Supervisor column name does not create a Unified CCDM system user but it allows you to bind this agent to a domain login name.

                                                                                                                        AgentStateTrace

                                                                                                                        Y/N

                                                                                                                        No

                                                                                                                        Indicates whether the software collects agent state trace data for the agent.

                                                                                                                        DomainLogin

                                                                                                                        NETBIOS Login Name

                                                                                                                        If Agent is a supervisor

                                                                                                                        The login name for the domain user this agent is associated with. The login name often uses the form <domain>\<username>

                                                                                                                        DomainUserName

                                                                                                                        NETBIOS Username

                                                                                                                        If Agent is a supervisor

                                                                                                                        The username of the domain user this agent is associated with.

                                                                                                                        PeripheralMember

                                                                                                                        Enterprise Name-PG name

                                                                                                                        Yes*

                                                                                                                        The peripheral to assign this agent to.

                                                                                                                        AgentDesktopMember

                                                                                                                        Enterprise Name

                                                                                                                        No*

                                                                                                                        The desktop this agent will use.

                                                                                                                        PersonMember

                                                                                                                        Enterprise Name

                                                                                                                        Yes

                                                                                                                        The person that this agent represents.

                                                                                                                        AgentTeamMember

                                                                                                                        Enterprise Name

                                                                                                                        No*

                                                                                                                        The team this agent belongs to. The team must be on the same peripheral otherwise provisioning will fail. This column may also be subject to capacity limitations. For example, there may only be so many agents allowed in a team and that team has already reached its capacity.

                                                                                                                        SkillGroupMember

                                                                                                                        Enterprise Name

                                                                                                                        No

                                                                                                                        The skill group or skill groups this agent belongs to. The skill groups must be on the same peripheral otherwise provisioning fails. To specify multiple skill groups, separate each skill group with a semi-colon (;) character.

                                                                                                                        DepartmentMember

                                                                                                                        Enterprise Name

                                                                                                                        Yes*

                                                                                                                        The department that this agent represents.

                                                                                                                        Agent Desktop Template
                                                                                                                        Column Name Data Type Required? Description
                                                                                                                        WrapupDataIncomingMode Numeric

                                                                                                                        Yes*

                                                                                                                        Indicates whether the agent is allowed or required to enter wrap-up data after an inbound call.

                                                                                                                        0: Required

                                                                                                                        1: Optional

                                                                                                                        2: Not allowed

                                                                                                                        WrapupDataOutgoingMode Numeric

                                                                                                                        Yes*

                                                                                                                        Indicates whether the agent is allowed or required to enter wrap-up data after an outbound call.

                                                                                                                        0: Required

                                                                                                                        1: Optional

                                                                                                                        2: Not allowed

                                                                                                                        WorkModeTimer Numeric

                                                                                                                        Yes*

                                                                                                                        The amount of time in seconds (1-7200) allocated to an agent to wrap up the call.
                                                                                                                        RemoteAgentType Numeric

                                                                                                                        Yes*

                                                                                                                        Indicates how mobile agents are handled.

                                                                                                                        0 : No remote access

                                                                                                                        1 : Use call by call routing

                                                                                                                        2 : Use nailed connection

                                                                                                                        3 : Agent chooses routing at login

                                                                                                                        DepartmentMember Alpha Numeric

                                                                                                                        Yes*

                                                                                                                        The department that this agent desktop represents
                                                                                                                        Agent Team Template
                                                                                                                        Column Name Data Type Required? Description
                                                                                                                        PeripheralMember Enterprise Name- PG name Yes* The peripheral to assign this agent team to.
                                                                                                                        DialedNumberMember Enterprise Name No The dialed number to use for this agent team.
                                                                                                                        DepartmentMember Enterprise Name

                                                                                                                        Yes*

                                                                                                                        The department that this agent team represents.
                                                                                                                        Attributes Template

                                                                                                                        The following table includes the columns that are required for loading bulk precision attributes.

                                                                                                                        Column Name

                                                                                                                        Data Type

                                                                                                                        Required?

                                                                                                                        Description

                                                                                                                        AttributeDataType

                                                                                                                        Numeric

                                                                                                                        Yes

                                                                                                                        Type of data to associate with one of the following attributes:

                                                                                                                        3: Boolean (true or false only)

                                                                                                                        4: Proficiency (a numeric range)

                                                                                                                        MinimumValue

                                                                                                                        Numeric

                                                                                                                        Yes, for proficiency data types only (else it is Null).

                                                                                                                        Minimum value of the attribute must be between 1 and 10.

                                                                                                                        MaximumValue

                                                                                                                        Numeric

                                                                                                                        Yes, for proficiency data types only (else it is Null).

                                                                                                                        Maximum value of the attribute must be between 1 and 10.

                                                                                                                        DefaultValue

                                                                                                                        Boolean or Numeric, according to Attribute Data Type

                                                                                                                        No

                                                                                                                        Default value to be used when an attribute is assigned to an agent if no explicit value is specified.

                                                                                                                        DepartmentName Enterprise Name

                                                                                                                        Yes

                                                                                                                        The department that this attribute represents.
                                                                                                                        Skill Group Template
                                                                                                                        Column Name Data Type Required? Description
                                                                                                                        PeripheralNumber Numeric

                                                                                                                        Yes*

                                                                                                                        The service number as known at the peripheral.
                                                                                                                        PeripheralName SNC No* The name of the peripheral as it is known on the site.
                                                                                                                        AvailableHoldoffDelay Numeric No The value for this skill group instead of using the one associated with this peripheral.
                                                                                                                        Priority Numeric No The routing priority for the skill. This should be set to 0.
                                                                                                                        Extension Numeric No The extension number for the service.
                                                                                                                        IPTA Y/N No* Indicates whether the Unified CCE picks the agent.
                                                                                                                        ServiceLevelThreshold Numeric No The service level threshold, in seconds, for the service level. If this field is negative, it uses the value of the Service Level Threshold field in the peripheral table.
                                                                                                                        ServiceLevelType Numeric No Indicates how the system software calculates the service level for the skill group. If this field is 0, Unified CCE uses the default for the associated peripheral/MRD pair. Possible values are:

                                                                                                                        0 = Use Default

                                                                                                                        1 = Ignore Abandoned Calls

                                                                                                                        2 = Abandoned Call Has Negative Impact

                                                                                                                        3 = Abandoned Call Has Positive Impact

                                                                                                                        DefaultEntry Numeric No Normal entries are 0 (zero). Any records with a value greater than 0 are considered a default skill group for configuration purposes. Unified CCE uses records with the value of 1 as the default target skill group.
                                                                                                                        PeripheralMember Enterprise Name Yes* The peripheral to assign this skill group to.
                                                                                                                        MediaRoutingDomainMember Numeric Yes You cannot change this column name after skill group upload.
                                                                                                                        DepartmentMember Enterprise Name Yes The department that this skill group represents.

                                                                                                                        Note


                                                                                                                        The Enterprise Skill Group template is same as the Global template.
                                                                                                                        User Variable Template

                                                                                                                        Column Name

                                                                                                                        Data Type

                                                                                                                        Required?

                                                                                                                        Description

                                                                                                                        ObjectType

                                                                                                                        Numeric

                                                                                                                        Yes*

                                                                                                                        A number indicating the type of object with which to associate the variable. Select 31 (User Variable) if you choose to not associate the user variable with an object. The valid numbers are:

                                                                                                                        1: Service

                                                                                                                        2: Skill Group

                                                                                                                        7: Call Type

                                                                                                                        8: Enterprise Service

                                                                                                                        9: Enterprise Skill Group

                                                                                                                        11: Dialed Number

                                                                                                                        14: Peripheral

                                                                                                                        16: Trunk Group

                                                                                                                        17: Route

                                                                                                                        20: Master Script

                                                                                                                        21: Script Table

                                                                                                                        29: Application Gateway

                                                                                                                        31: User Variable

                                                                                                                        Person Template
                                                                                                                        Column Name Data Type Required? Description
                                                                                                                        EquipmentName SNC No

                                                                                                                        The instance name of the Unified CCE or Unified CM you want this person added to. This name corresponds directly with the equipment instance name that was specified when configured through the Unified CCDM Cluster Configuration utility.

                                                                                                                        FirstName SNC Yes* The first name of the person.
                                                                                                                        LastName SNC Yes* The last name of the person.
                                                                                                                        LoginName SNC Yes* The peripheral login name for the person.
                                                                                                                        PassPhrase Password Yes The peripheral login password for the person.
                                                                                                                        DepartmentMember Enterprise Name

                                                                                                                        Yes*

                                                                                                                        The department that this person represents.
                                                                                                                        Precision Queues Template

                                                                                                                        The following table includes the columns that are required for loading bulk precision queues.

                                                                                                                        Column Name Data Type Required? Description

                                                                                                                        Steps

                                                                                                                        __ Yes

                                                                                                                        Specification of the steps in this precision queue. See Syntax for Precision Queue Steps

                                                                                                                        AgentOrdering

                                                                                                                        Numeric

                                                                                                                        Yes

                                                                                                                        If more than one agent satisfies the precision queue criteria agents are chosen in the following order to handle the call:

                                                                                                                        1: Agent that has been available the longest.

                                                                                                                        2: Most skilled agent.

                                                                                                                        3: Least skilled agent.

                                                                                                                        ServiceLevelThreshold

                                                                                                                        Numeric

                                                                                                                        Yes

                                                                                                                        The service level threshold in seconds for allocating the call to a suitable agent using the rules in the precision queue from 0 to 2147483647.

                                                                                                                        ServiceLevelType

                                                                                                                        Numeric

                                                                                                                        No

                                                                                                                        Abandoned calls in service level calculations, calls are handled in the following order:

                                                                                                                        1: Ignore abandoned calls.

                                                                                                                        2: Abandoned calls have negative impact (that is, exceed the service level threshold).

                                                                                                                        3: Abandoned calls have positive impact (that is, meet the service level threshold).

                                                                                                                        DepartmentMember Enterprise Name

                                                                                                                        Yes

                                                                                                                        The department that this precision queue represents.
                                                                                                                        Syntax for Precision Queue Steps
                                                                                                                        The Precision Queue Steps field consists of one or more steps. Each step is divided into the following parts:
                                                                                                                        • Consider If condition (optional, but not valid if there is only one step, and not valid for the last step if there is more than one step). If it is present, this condition specifies the circumstances to which the step applies. For example, a step might apply only if there has been a higher than usual number of unanswered calls for the day.

                                                                                                                        • Condition Expressions (always required for each step). This condition specifies the attributes that an agent must have to receive the call. It may be a simple comparison, or it may involve multiple comparisons linked by and or or. For example, the condition expressions might specify an agent who can speak Spanish and is trained to sell mortgages and is based in London.

                                                                                                                        • Wait Time (always required, except for the last step) this condition specifies the amount of time in seconds to wait before moving on to the next step if the conditions in this step cannot be satisfied. For example, a wait time value of 20 means that if no agent that matches the conditions for that step is available at the end of 20 seconds, the next step is considered.


                                                                                                                        Note


                                                                                                                        To build the Steps field from these components, separate each step with a semicolon (;) and separate the parts of each step with a colon (:) as example shown below:

                                                                                                                        Example: ENGLISH1==5:WaitTime=22;ENGLISH1==5:WaitTime=20;ENGLISH==5


                                                                                                                        The following example shows a Steps field with three steps. The first step has a Wait Time expression and the condition expression. The second has a Consider If expression and a Wait Time expression as well as the condition expression. The third step is the last step, so it has only a condition expression.

                                                                                                                        First Step:

                                                                                                                        Specify the time in seconds to wait for the conditions in the step to be satisfied. This syntax is a part of the step, so it ends with a colon.

                                                                                                                        WaitTime=10:

                                                                                                                        Specify the condition expression to be used. This syntax is the end of the step, so it ends with a semicolon.

                                                                                                                        Spanish >= 5 && MortgageTrained == True && Location == London;

                                                                                                                        Second Step:

                                                                                                                        Specify the circumstances to consider this step. This syntax is part of the step, so it ends with a colon. See the note below for the syntax for the Consider If statement.

                                                                                                                        ConsiderIf=TestforSituation:

                                                                                                                        Specify the time in seconds to wait for the conditions in the step to be satisfied. This syntax is a part of the step, so ends with a colon.

                                                                                                                        WaitTime=20:

                                                                                                                        Specify the condition expression to be used. This syntax is the end of the step, so it ends with a semicolon.

                                                                                                                        Spanish >= 5 && MortgageTrained == True;

                                                                                                                        Third Step:

                                                                                                                        Specify the condition expression to be used if all previous steps fail.

                                                                                                                        (Spanish >= 5) || (Spanish >=3 && MortgageTrained == True),

                                                                                                                        Bulk Upload for Unified CCDM

                                                                                                                        Complete the following procedure to bulk upload Unified CCDM:

                                                                                                                        Procedure
                                                                                                                          Step 1   Log in to the CCDM portal as Tenant/Sub Customer User and navigate to System Manager.
                                                                                                                          Step 2   Open the System Manager page.
                                                                                                                          Step 3   Click the required folder.
                                                                                                                          Step 4   Click Upload in the Folder Tree panel and then select the item type you want to bulk upload from the drop-down list.

                                                                                                                          The Bulk Upload Control page appears.

                                                                                                                          Step 5   Select a template for your chosen resource. The template link is present in the horizontal toolbar near the top of the page. Once selected, a download box is presented allowing you to save this CSV file onto your machine. .
                                                                                                                          Step 6   Open the template in the editor you require (such as Notepad) and begin to enter your data or paste it from another source. For detailed information on Bulk Upload templates, please refer to User Guide for Cisco Unified Contact Center Domain Manager
                                                                                                                          Step 7   Return to the Bulk Upload Control page and make sure the path is set correctly.
                                                                                                                          Note    This path is only used if you removed the Path column in the CSV file. This option is not available for folders, dashboard layouts or dashboard styles.
                                                                                                                          Step 8   Browse to the CSV file into which you just entered the data.
                                                                                                                          Step 9   Click Upload. A progress bar at the bottom of the screen displays the upload progress.
                                                                                                                          Note    Do not upload more than 500 items per CSV file.

                                                                                                                          Manage Roles

                                                                                                                          Roles are collections of tasks that can be grouped together and applied to users or groups. Like tasks, roles can be folder-based, containing a collection of folder-based tasks, or global, containing a collection of global tasks. Folder roles always apply to folders. A user that has a particular folder role can perform all the tasks in that role on the items in that folder. A user with a global role can perform all the tasks for that global role.

                                                                                                                          Default Roles

                                                                                                                          Following default roles are provided in the system:

                                                                                                                          • Default global roles

                                                                                                                            • Global Basic - Allows a user to perform basic provisioning and management functions.

                                                                                                                            • Global Advanced - Allows a user to perform advanced provisioning and management functions, including all those allowed by the global basic role.

                                                                                                                            • Global Host - Allows a user to perform all licensed functions.

                                                                                                                          • Default folder roles

                                                                                                                            • Supervisor - Allows a user to manage users and most resources in the specified folder.

                                                                                                                            • My Reports - Allows a user to browse and manage reports and parameter sets.

                                                                                                                            • Basic - Allows a user to browse most resources and to manage reports and parameter sets in the specified folder.

                                                                                                                            • Advanced - Allows a user to browse and access most resources in the specified folder, including all those allowed by the basic folder role and the supervisor folder role.

                                                                                                                            • Full Permissions - Allows a user to perform all licensed functions in the specified folder.

                                                                                                                          Create a Global Role

                                                                                                                          Complete the following procedure to create a global role.

                                                                                                                          Procedure
                                                                                                                            Step 1   Login the CCDM Portal as Administrator.
                                                                                                                            Step 2   Click Global Roles in Security.
                                                                                                                            Step 3   In Global Roles window, Click New.
                                                                                                                            Step 4   Enter the new role name in the Name field that reflects the permissions or the category of user it is intended for.
                                                                                                                            Step 5   Add a description if necessary, such as a summary of the permissions granted.
                                                                                                                            Step 6   Check the tasks to be included in this role.
                                                                                                                            Step 7   Click Save.

                                                                                                                            Assign a Global Role

                                                                                                                            Complete the following procedure to assign users with global roles.

                                                                                                                            Procedure
                                                                                                                              Step 1   To grant or remove global permissions, Login as Administrator and configure the following:
                                                                                                                              1. In the Global Roles window, click the name of the global role to be assigned to users or groups.
                                                                                                                              2. Click Members.
                                                                                                                              3. Click Add Members.
                                                                                                                              4. Navigate through the folder tree on the left to the folder containing the users or groups to be assigned this global role.

                                                                                                                                You can use the fields at the top to filter this view to show only users or only groups, or to search for specific names.

                                                                                                                              5. Check the check box of the new members.

                                                                                                                                You can select users and groups from multiple folders.

                                                                                                                              6. Click OK and then click Save.
                                                                                                                              Step 2   To remove a user or group from this global role, click the Delete icon, and then click Confirm.

                                                                                                                              Edit a Global Role

                                                                                                                              Complete the following procedure to edit a global role.

                                                                                                                              Procedure
                                                                                                                                Step 1   Login as Administrator and navinagte to Global Roles, click the name of the global role you want to edit.
                                                                                                                                Step 2   Click the Details tab and change the details if required.
                                                                                                                                Step 3   Check the Enabled check box to ensure that the global role is available to system users.
                                                                                                                                Step 4   Check the Hidden check box if you want the global role to be hidden from system users.
                                                                                                                                Step 5   On the Tasks tab check the tasks you want to add to the global role, and uncheck the tasks you want to remove from the global role.
                                                                                                                                Step 6   Click Save to save your changes.

                                                                                                                                Delete a Global Role

                                                                                                                                Complete the following procedure to delete a global role.

                                                                                                                                Procedure
                                                                                                                                  Step 1   Login as System Administrator and click Global Roles in Security.
                                                                                                                                  Step 2   In Global Roles window, check the box beside the global role you want to delete and click Delete.
                                                                                                                                  Step 3   Click OK to confirm the deletion.

                                                                                                                                  Create a Folder Role

                                                                                                                                  Complete the following procedure to create a folder role.

                                                                                                                                  Procedure
                                                                                                                                    Step 1   Login the CCDM Portal as System Administrator.
                                                                                                                                    Step 2   Click Roles in Security.
                                                                                                                                    Step 3   In Roles window, Click New.
                                                                                                                                    Step 4   Enter a name for the new role.

                                                                                                                                    Use a name that reflects the permissions or the category of user it is intended for.

                                                                                                                                    Step 5   Add a description if necessary.

                                                                                                                                    Description can be a summary of the permissions granted or a list of the global roles that are suitable for use with this folder role.

                                                                                                                                    Step 6   Check the tasks to be included in this role.
                                                                                                                                    Step 7   Click Save.

                                                                                                                                    Assign a Folder Role

                                                                                                                                    Complete the following procedure to assign a folder role.

                                                                                                                                    Procedure
                                                                                                                                      Step 1   Login the CCDM Portal as Administrator and click Security.
                                                                                                                                      Step 2   In Security Manager, click the location in the folder tree that contains the users or groups you want to assign folder roles to. Then, do one of the following:
                                                                                                                                      • Click the Users tab to see the users in that folder. (or)

                                                                                                                                      • Click the Groups tab to see the users in that folder.

                                                                                                                                      Step 3   Check the check boxes beside the users or groups that you want to edit the permissions for.
                                                                                                                                      Step 4   Click Change Permissions to change the folder roles for the selected users or groups.
                                                                                                                                      Step 5   If you see a message that states that the current folder is inheriting permissions, and you want to stop this process and set different permissions for this folder, click Edit Item Security, and then click OK to confirm the action. Click Cancel if you do not want to set different permissions for the folder.
                                                                                                                                      Step 6   If you are continuing to set folder roles, in the Folder Permissions dialog box, select a folder location from the folder tree on the left side of the screen, and one or more folder roles from the right side of the screen.
                                                                                                                                      Step 7   Check the Change Permissions for Subfolders check box if you want to copy the changed permissions to the subfolders of the selected folder also.
                                                                                                                                      Step 8   Click Save to see a summary of the folder roles that you changed.
                                                                                                                                      Step 9   Click Confirm to apply the new folder roles.

                                                                                                                                      Edit a Folder Role

                                                                                                                                      Complete the following procedure to edit a folder role.

                                                                                                                                      Procedure
                                                                                                                                        Step 1   Login the CCDM Portal as Administrator and click Roles under Security.
                                                                                                                                        Step 2   In Role Manager, click the name of the folder role you want to edit.
                                                                                                                                        Step 3   Check the Enabled check box to ensure that the folder role is available to system users.
                                                                                                                                        Step 4   Check the Hidden check box if you want the folder role to be hidden from system users.
                                                                                                                                        Step 5   Check the tasks you want to add to the folder role, and uncheck the tasks you want to remove from the folder role.
                                                                                                                                        Step 6   Click Save to save your changes.

                                                                                                                                        Delete a Folder Role

                                                                                                                                        Complete the following procedure to delete a folder role:

                                                                                                                                        Procedure
                                                                                                                                          Step 1   To delete a folder role, in Role Manager, check the check box beside the folder role you want to delete.
                                                                                                                                          Step 2   Click Delete, and then click OK.

                                                                                                                                          You cannot delete a folder role that is still being used.


                                                                                                                                          Global Role Tasks

                                                                                                                                          Global roles such as Basic, Advanced, Host and System Administrator are applied to users or groups of users, enabling them to access the same set of functions on all the folders to which they have access. The following table displays a list of all available tasks configurable for a global role, accessed through Security > Global.

                                                                                                                                          Global Task Name

                                                                                                                                          Comments

                                                                                                                                          Basic

                                                                                                                                          Advanced

                                                                                                                                          Security Manager

                                                                                                                                          Displays Security Manager and Security Manager options on the user's tools page.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Service Manager

                                                                                                                                          Displays Service Manager on the tools page.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          System Manager

                                                                                                                                          Displays System Manager on the tools page.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Advanced User

                                                                                                                                          Displays a check box on the user settings page, enabling access to Advanced User mode, which displays the tools page on startup.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Manage site

                                                                                                                                          Allows the user to save system settings, security settings, reporting settings, and provisioning settings on the Settings page.

                                                                                                                                             

                                                                                                                                          Self skill

                                                                                                                                          Allows the user to save system settings, security settings, reporting settings, and provisioning settings on the Settings page.

                                                                                                                                             

                                                                                                                                          Browse Roles

                                                                                                                                          Allows the user to view folder-based roles within Role Manager and Security Manager.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Manage Roles

                                                                                                                                          Allows the user to create, modify, and delete folder-based roles within Security Manager > Role Manager.

                                                                                                                                             

                                                                                                                                          Browse Global Roles

                                                                                                                                          Allows the user to view global roles in Global Security Manager.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Manage Global Roles

                                                                                                                                          Allows the user to add, modify, and delete global roles using Global Security Manager.

                                                                                                                                             

                                                                                                                                          Browse Global Security

                                                                                                                                          Enables Global Security Manager within the Security Manager tool on the home page. Access is view-only. Roles are unable to be edited.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Manage Global Security

                                                                                                                                          Displays the Global Security Manager option within Security Manager tool on the tools page enabling the user to view and edit global security roles.

                                                                                                                                             

                                                                                                                                          Browse Dimension type

                                                                                                                                          Allows the user to select dimension types (such as Agent or Call Type) from an Item Type drop-down when creating a Parameter Set in Reports.

                                                                                                                                          x

                                                                                                                                          x

                                                                                                                                          Bulk Import Dimensions

                                                                                                                                          Allows the user to select dimension types (such as Agent or Call Type) from an Item Type drop-down when creating a Parameter Set in Reports.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Provision Agent

                                                                                                                                          Allows the user to create and manage an Agent using System Manager, or Agent Team Manager, provided the user also has granted permission to Manage Dimensions on the specified folder, and Browse Connected Systems is enabled.

                                                                                                                                          x

                                                                                                                                          x

                                                                                                                                          Provision Agent Desktop

                                                                                                                                          Allows the user to add an Agent Desktop, through the New > Resource Items menu within System Manager, provided the user also has granted permission to Manage Dimensions on the specified folder, and Browse Connected Systems is enabled.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Provision Agent Team

                                                                                                                                          Allows the user to add an Agent Team item to a folder, through the New > Resource Items menu within System Manager.

                                                                                                                                          x

                                                                                                                                          x

                                                                                                                                          Provision Call Type

                                                                                                                                          Allows the user to add a new Call Type to a folder using the System Manager, New > Resource Items menu.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Provision Dialed Number

                                                                                                                                          Allows the user to provision new dialed Numbers.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Provision Directory Number

                                                                                                                                          Allows the user to provision new directory numbers.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Provision Enterprise Skill Group

                                                                                                                                          Allows the user to provision new Enterprise skill groups.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Provision Expanded Call Variable

                                                                                                                                          Allows the user to create an Expanded Call Variable and manage its settings and active dates through System Manager > New Resource.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Provision Label

                                                                                                                                          Allows the user to create labels through System Manager > Resource Folder > Resource Item.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Provision Person

                                                                                                                                          Allows the user to provision a person using System Manager or Service Manager, provided the user also has granted permission to Manage Dimensions on the specified folder, and Browse Connected Systems is enabled.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Provision Service

                                                                                                                                          Allows the user to provision and manage a service, including setting Service Level Type, associated Skill Groups, and peripherals, using System Manager.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Provision Skill Group

                                                                                                                                          Allows the user to manage skill groups using System Manager, Skill Group Manager (within Service Manager) provided the user also has given permission to Manage Dimensions on the folder where the skill group is located.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Provision User Variable

                                                                                                                                          Allows the user to provision a user-defined variable using System Manager.

                                                                                                                                           

                                                                                                                                          x

                                                                                                                                          Folder-Based Roles

                                                                                                                                          You can apply roles to a specific folder, so that users that are assigned the folder-based role have access to the task-based permissions specified only for that folder. The following table lists the tasks available to create a folder-based role, using Security Manager > Role Manager. The Basic, Supervisor, and Advanced columns indicate whether the task is enabled by default for these preconfigured roles in Unified CCDM.

                                                                                                                                          Name Comments Basic Supervisor Advanced
                                                                                                                                          Folder Settings
                                                                                                                                          Browse Folders Allows the user to see a folder in the folder tree. x x
                                                                                                                                          Manage Folders Allows the user to edit, create, and remove folders in the specified folder.     x
                                                                                                                                          Users and Security
                                                                                                                                          Browse Users Allows the user to view the details of all users in the specified folder. x x
                                                                                                                                          Manage Users Allows the user to modify settings of users within the specified folder.   x x
                                                                                                                                          Reset passwords Allows the user to reset the password of other users within the specified folder.     x
                                                                                                                                          Manage Tenants Allows the user to manage the tenant items within the specified folder.      
                                                                                                                                          Manage Security Allows the user to modify security permissions on the selected folder. Access to the Security Manager tool is required.     x
                                                                                                                                          Dimensions and Prefixes
                                                                                                                                          Browse Dimensions Allows the user to list system resources in the specified folder. x x
                                                                                                                                          Manage Dimension Allows the user to edit, move, and delete dimensions such as agents, agent teams, or skill groups in the specified folder using System Manager.   x x
                                                                                                                                          Manage Dimension Memberships Allows the user to add, modify, and delete dimension memberships.      
                                                                                                                                          Clone Dimensions Allows user to copy agents.   x  
                                                                                                                                          Browse Prefixes Allows the user to browse automatic resource movement prefixes in the specified folder on the prefix details tab of a tenant item in the System Manager.     x
                                                                                                                                          Manage Prefixes Allows the user to add and remove automatic resource movement prefixes in the specified folder on the prefix details tab of a tenant item in the System Manager.      

                                                                                                                                          Provision Unified CCE Using Administration Workstation

                                                                                                                                          Complete the following procedures to provision Unified Contact Center Enterprise using Administration Workstation.


                                                                                                                                          Note


                                                                                                                                          • The base configuration that you uploaded using the ICMdba tool will automatically provision the Configure Expanded Call Variable. This provisioning includes the generic PG, MR PG, Network VRU Explorer (CVP_Network_VRU - Type10 and MR_Network_VRU- Type 2), trunk groups, label, Application Instance List, and Agent Desk Settings.
                                                                                                                                          • Administration Workstations can support remote desktop access. But, only one user can access workstation at a time. Unified CCE does not support simultaneous access by several users on the same workstation.

                                                                                                                                          Set up Agent Targeting Rules

                                                                                                                                          Complete the following procedure to configure individual agent targeting rules.

                                                                                                                                          Procedure
                                                                                                                                            Step 1   In the Configuration Manager, navigate to Configure ICM > Targets > Device target > Agent Targeting Rule or navigate to Tools > List Tools > Agent Targeting Rule.
                                                                                                                                            Step 2   In the ICM Agent Targeting Rules dialog box, click Retrieve.
                                                                                                                                            Step 3   Click Add.
                                                                                                                                            Step 4   Enter a name for the rule.
                                                                                                                                            Step 5   Choose a peripheral where the rule will be associated.
                                                                                                                                            Step 6   Choose Agent Extension from the Rule Type drop-down list.
                                                                                                                                            Step 7   Choose one or more routing clients that can initiate the route request.
                                                                                                                                            Step 8   Enter the agent extension range.
                                                                                                                                            Step 9   Click Save.

                                                                                                                                            Set up Routing and Administrative Scripts

                                                                                                                                            A routing script processes call routing requests from a routing client. Typically the script examines several targets and applies selection rules to find an available qualified agent or a target with the shortest expected delay. You can specify routing scripts to execute for different types of tasks. You can define call types based on the telephone number the caller dialed, the number the caller is calling from, and additional digits the caller enters. For each call type, you can schedule routing scripts to execute on specific dates or at specific times of the day.

                                                                                                                                            An administrative script runs periodically to perform a task, such as setting variables. You create, maintain, and monitor Unified CCE scripts using the Script Editor.

                                                                                                                                            Provision Unified Communications Manager Using Unified Communications Domain Manager

                                                                                                                                            Activate Service

                                                                                                                                            You must activate services on Unified Communications Manager. For information on the procedure steps to activate the services, see Activate Services.

                                                                                                                                            Add Audio Region

                                                                                                                                            Procedure
                                                                                                                                              Step 1   Navigate to Network > PBX Devices.
                                                                                                                                              Step 2   Select the required Unified Communications Manager Cluster.
                                                                                                                                              Step 3   Click Audio Region.
                                                                                                                                              Step 4   Check for the available Audio Region; if not, Click Add.
                                                                                                                                              Step 5   Provide the Region name and Click Add.

                                                                                                                                              Set Up Device Pool

                                                                                                                                              The device pool name is imported when you import the parameters for provisioning. For more details, see Import Parameters.

                                                                                                                                              For additional Device Pool Configuration, perform the procedures below:

                                                                                                                                              Add Device Pool Template

                                                                                                                                              Procedure
                                                                                                                                                Step 1   Navigate to Network > PBX Devices.
                                                                                                                                                Step 2   Select the required Unified Communications Manager Cluster.
                                                                                                                                                Step 3   Click on Device Pool Templates.
                                                                                                                                                Step 4   Check for the available Device Pool Template; if not, click Add.
                                                                                                                                                Step 5   Provide the Device Pool Template Name and click Add.

                                                                                                                                                Add Device Pool


                                                                                                                                                Note


                                                                                                                                                Ensure that you have at least one Device Pool Template should exist to create a Device Pool.


                                                                                                                                                Procedure
                                                                                                                                                  Step 1   Click Location Administration > Telephony.
                                                                                                                                                  Step 2   Select the required location and click Device Pool.
                                                                                                                                                  Step 3   Click Add and provide the Device Pool Name.
                                                                                                                                                  Step 4   Enter all the required fields in the form.
                                                                                                                                                  Step 5   Click Add.

                                                                                                                                                  Provisioning Hardware Media Resources

                                                                                                                                                  Add an IOS Device

                                                                                                                                                  IOS Device is a voice gateway with one or more Digital-Signal-Processor (DSP) that inter-operates with Cisco Unified Communications Manager to enable multi-service support (Conferencing, Transcoding, Media termination). Follow these steps to add an IOS Device:

                                                                                                                                                  Procedure
                                                                                                                                                    Step 1   Navigate to Network > IOS Devices > Add, and click Custom Add.
                                                                                                                                                    Step 2   Under Device Details, enter the hostname of the IOS device.
                                                                                                                                                    Step 3   Select the Country, Owner, and Location of the IOS device.
                                                                                                                                                    Step 4   Under Connectivity Details, enter the IP Address, User Name, Password, and Software version.
                                                                                                                                                    Step 5   Select Media Resources as the Device Role.
                                                                                                                                                    Step 6   Click Add.
                                                                                                                                                    Step 7   Click Return to IOS device Management and select the IOS device.
                                                                                                                                                    Step 8   Under Device Roles, click Add for Media Resource.
                                                                                                                                                    Step 9   Under Hardware Media Resource details, configure the following fields:
                                                                                                                                                    1. Enter the Name for the Hardware Media Resource.
                                                                                                                                                    2. Select the Device from the drop-down list.
                                                                                                                                                    3. Enable the check box NAT of connected Device Address to gateway.
                                                                                                                                                    4. Enter the Voice Interface.
                                                                                                                                                    Step 10   Under Select HMR Resources to Configure, enable all the Media Resource types, and click Add.

                                                                                                                                                    Provisioning Hardware Conference Bridges

                                                                                                                                                    Complete the following procedure to configure the Hardware Conference Bridge.

                                                                                                                                                    Procedure
                                                                                                                                                      Step 1   Click Network > IOS Device under the main menu.
                                                                                                                                                      Step 2   Select the IOS Device.
                                                                                                                                                      Step 3   Click Configure in the Hardware Media Resource Details under Device Roles.
                                                                                                                                                      Step 4   Under Conference Details, click Add, and configure the following fields:
                                                                                                                                                      1. Enter a unique identifier for the conference bridge name that coincides with the configuration on the gateway.
                                                                                                                                                      2. For Conference Type, select theCisco IOS Enhanced Conference Bridge.
                                                                                                                                                      3. For Device Pool, select the appropriate name from the drop-down list.
                                                                                                                                                      4. Provide the appropriate values for Slot and Codecs.
                                                                                                                                                      5. For Max sessions, enter the value that coincides with the configuration on the gateway.
                                                                                                                                                      Step 5   Click Add.

                                                                                                                                                      Provisioning Hardware Media Termination Point

                                                                                                                                                      Complete the following procedure to configure a Hardware Media Termination Point.

                                                                                                                                                      Procedure
                                                                                                                                                        Step 1   Click Network > IOS Device under the main menu.
                                                                                                                                                        Step 2   Select the IOS Device.
                                                                                                                                                        Step 3   Click Configure in the Hardware Media Resource Details under Device Roles.
                                                                                                                                                        Step 4   Under MTP Details, click Add and configure the following fields:
                                                                                                                                                        1. Enter a unique identifier for the Media Resource Termination Point name that coincides with the configuration on the gateway.
                                                                                                                                                        2. For Device Pool, select the appropriate name from the drop-down list.
                                                                                                                                                        3. Provide the appropriate values for Slot and Codecs.
                                                                                                                                                        4. For Max sessions, enter the value that coincides with the configuration on the gateway.
                                                                                                                                                        Step 5   Click Add.

                                                                                                                                                        Provisioning Hardware Transcoders

                                                                                                                                                        Complete the following procedure to configure the Hardware Transcoder.

                                                                                                                                                        Procedure
                                                                                                                                                          Step 1   Click Network > IOS Device under the main menu.
                                                                                                                                                          Step 2   Select the IOS Device.
                                                                                                                                                          Step 3   Click Configure in the Hardware Media Resource Details under Device Roles.
                                                                                                                                                          Step 4   Under Transcoding Details, click Add and configure the following fields:
                                                                                                                                                          1. Enter a unique identifier for the Transcoder name that coincides with the configuration on the gateway.
                                                                                                                                                          2. For Transcoder Type, select the Cisco IOS Enhanced Media Termination Point.
                                                                                                                                                          3. For Device Pool, select the appropriate name from the drop-down list.
                                                                                                                                                          4. Provide the appropriate values for Slot and Codecs.
                                                                                                                                                          5. For Max sessions, enter the value that coincides with the configuration on the gateway.
                                                                                                                                                          Step 5   Click Add.

                                                                                                                                                          Media Resource Management

                                                                                                                                                          Media resource management provides a way to manage media resources efficiently. Media resources include transcoders, conference bridges, and MTP. This is accomplished by configuring media resource groups (MRGs) and media resource group lists (MRGLs), and then using media services to associate MRGLs to devices.

                                                                                                                                                          The following sections describe the configurations steps:

                                                                                                                                                          Media Resource Group

                                                                                                                                                          Media Resource Group define logical grouping of media servers (Transcoder, Conference Bridge and Transcoder). Complete the following procedure to configure a Media Resource Group.

                                                                                                                                                          Procedure
                                                                                                                                                            Step 1   Navigate to Network>PBX Devices.
                                                                                                                                                            Step 2   Select the name of the Cisco Unified Communications Manager cluster.
                                                                                                                                                            Step 3   Click Media Services.
                                                                                                                                                            Step 4   Click Media Resource Group.
                                                                                                                                                            Step 5   Click Add, and create name for the Conference Bridge group.
                                                                                                                                                            Step 6   Select all the hardware conference bridge resources and add them to the group.
                                                                                                                                                            Step 7   Click Add, and create name for the Media Termination Point group.
                                                                                                                                                            Step 8   Select all the hardware media termination points and add them to the group.
                                                                                                                                                            Step 9   Click Add, and create name for the Transcoder group.
                                                                                                                                                            Step 10   Select all the transcoders and add them to the group.

                                                                                                                                                            Media Resource Group List

                                                                                                                                                            Complete the following procedure to configure a Media Resource Group List.

                                                                                                                                                            Procedure
                                                                                                                                                              Step 1   Navigate to Network > PBX Devices.
                                                                                                                                                              Step 2   Select the name (active text link) of the Cisco Unified Communications Manager Cluster cluster.
                                                                                                                                                              Step 3   Click Media Services.
                                                                                                                                                              Step 4   Click Media Resource Group List.
                                                                                                                                                              Step 5   Click Add, and create name for the Media Resource Group List.
                                                                                                                                                              Step 6   Select the Media Resource Groups for Conference, Media Termination Point, and Transcoders from the drop-down list in the order, and click Add.

                                                                                                                                                              Associate MRGL to Media Services

                                                                                                                                                              Cisco Unified Communications Domain Manager manages the association of MRGL through media services. In turn, media services manage the allocation of media resources to the devices in the Unified Communications Domain Manager.

                                                                                                                                                              Procedure
                                                                                                                                                                Step 1   Navigate to Resources > Media Services.
                                                                                                                                                                Step 2   Select the Customer, and click Add.
                                                                                                                                                                Step 3   Enter the name of the Media Service, description, and select MRGL from the list.
                                                                                                                                                                Step 4   Click Add.

                                                                                                                                                                Associate Media Services to Devices

                                                                                                                                                                Cisco Unified Communications Domain Manager allows the association of media services to devices.

                                                                                                                                                                Associating Media Services at Location Management

                                                                                                                                                                Association at this level requires that the device(s) are set to use Derived from Location under Media Services.

                                                                                                                                                                Procedure
                                                                                                                                                                  Step 1   Navigate to Location Administration > Phone Management.
                                                                                                                                                                  Step 2   Select the Phone.
                                                                                                                                                                  Step 3   Select Derived from Location under Media Services.
                                                                                                                                                                  Step 4   Click Modify to save the changes.

                                                                                                                                                                  Add CTI Route Point

                                                                                                                                                                  Complete the following procedure to add a Computer Telephone Integration (CTI) route point.

                                                                                                                                                                  Procedure
                                                                                                                                                                    Step 1   Choose Location Administration > Telephony.
                                                                                                                                                                    Step 2   Select the Appropriate Location and select telephony then select the CTI Management Link.
                                                                                                                                                                    Step 3   Select the CTI Route Points link.
                                                                                                                                                                    Step 4   Click Add.
                                                                                                                                                                    Step 5   Complete all of the required fields and click Add.

                                                                                                                                                                    The CTI route point is added to the system.


                                                                                                                                                                    Add CTI Route Port

                                                                                                                                                                    Complete the following procedure to add a CTI route port.

                                                                                                                                                                    Procedure
                                                                                                                                                                      Step 1   Choose Location Administration > Telephony.
                                                                                                                                                                      Step 2   Select the CTI Management link.
                                                                                                                                                                      Step 3   Select the CTI Ports link.
                                                                                                                                                                      Step 4   Click Add.
                                                                                                                                                                      Step 5   Under Details, configure the following fields:
                                                                                                                                                                      • Device Name
                                                                                                                                                                      • Description
                                                                                                                                                                      • User Locale: Select from the list of country codes
                                                                                                                                                                      • Number: Select from the list of extension numbers available in the location
                                                                                                                                                                      • Feature Group: Select from the list of feature groups that define the features for the number selected.
                                                                                                                                                                      Step 6   Click Next.
                                                                                                                                                                      Step 7   Provide the settings for the features available in the feature group, and then click Add.

                                                                                                                                                                      The CTI Ports is added to the system.


                                                                                                                                                                      Add Application User

                                                                                                                                                                      Complete the following procedure to add an application user.

                                                                                                                                                                      Procedure
                                                                                                                                                                        Step 1   Choose Network > PBX Devices.
                                                                                                                                                                        Step 2   Click Application Users adjacent to the IPPBX if you want to add the application user.
                                                                                                                                                                        Step 3   Click Add.
                                                                                                                                                                        Step 4   Complete all of the required fields. The following fields are available when adding a new application user:
                                                                                                                                                                        Field Description Remarks
                                                                                                                                                                        Username The name of the user being added. This is a mandatory field.
                                                                                                                                                                        Description An optional description of the user  
                                                                                                                                                                        Enter Password The password for the application user. This is a mandatory field.
                                                                                                                                                                        Confirm Password The password for the application user re-entered. This is a mandatory field.
                                                                                                                                                                        Digest Credentials The digest credentials for the user.
                                                                                                                                                                        Confirm Digest Credentials The digest credentials for the user, re-entered.
                                                                                                                                                                        Application User Type Select the required application user type from the drop-down list.
                                                                                                                                                                        Step 5   Click Add.

                                                                                                                                                                        Set Up Trunk and Route Pattern

                                                                                                                                                                        Call routing connections refers to the ability to create, modify, and delete trunks, route groups, route lists, and route patterns using Unified Communications Domain Manager. Together, these elements enable call routing via a trunk, and the combined elements are treated as a logical connection. Each item is created in the context of this connection, and can be used with only that connection. Build the connection in a particular logical order and modify or delete with dependent records in mind.

                                                                                                                                                                        The administrator can use Add Connection (Call Routing Wizard) for quick setup, or individual modules (Connections, Route Lists, Route Groups, Trunks and Route Patterns) to create a custom connection.

                                                                                                                                                                        Complete the following procedures to set up trunk and route pattern.

                                                                                                                                                                        Note


                                                                                                                                                                        Only SIP trunks are supported at this time. Import the SIP profiles before adding new connections. Not all parameters are available in the connection GUIs.

                                                                                                                                                                        Use the Connection Wizard

                                                                                                                                                                        Complete the following procedure to use the Create Connection Wizard.

                                                                                                                                                                        Procedure
                                                                                                                                                                          Step 1   In the Unified Communications Domain Manager, choose Network > PBX Devices > Select Provider > Connectivity > PBX to Connection Destination.
                                                                                                                                                                          Step 2   Click Add Connection to launch the Call Routing Wizard, which assists an administrator adding a trunk, route group, route list, and route patterns in one session.
                                                                                                                                                                          Step 3   Enter the connection name and description.
                                                                                                                                                                          Table 1 Configure the fields as shown in the following table:
                                                                                                                                                                          Field Description Remarks
                                                                                                                                                                          Connection Name The name of the connection 'parent' for each routing entity in the Connections feature. This is a mandatory field.
                                                                                                                                                                          Description Provide a detailed description for the connection. -
                                                                                                                                                                          Device Protocol Select the required device protocol from the drop-down list. Only the SIP protocol is currently supported.
                                                                                                                                                                          Step 4   Click Finish, to create the connection and exit the Call Routing Wizard.

                                                                                                                                                                          Use Individual modules used to complete the connection.

                                                                                                                                                                          Step 5   Select Trunks and click Add Trunk.
                                                                                                                                                                          Step 6   To add a SIP trunk to a destination, provide or select the device name, description, trunk type, trunk model type, normalization script/parameters (if necessary), run on every node, and destination as shown in the following table, then click Finish.
                                                                                                                                                                          Field Description Remarks
                                                                                                                                                                          Device Name The name of the device being added, that is Trunk . This is a mandatory field when you add a trunk, but a read-only field when you modify a trunk.
                                                                                                                                                                          Description A brief description for the device being added. -
                                                                                                                                                                          Device Protocol The IPT transport protocol for this trunk. Only the SIP protocol is currently supported.
                                                                                                                                                                          Connection Parent Select the Connection Name of the parent connection to which this trunk belongs from the drop-down list. This is a mandatory field, and can be selected from a drop-down list when you add a trunk outside of the wizard.
                                                                                                                                                                          Trunk Type Select the relevant trunk type from the drop-down list. Two options are available when you add the trunk as part of the wizard, namely None and IP MultimediaSubsystem Service Control (ISC). Three additional options are available when you add the trunk outside of the wizard, namely: Call Control Discovery , Extension Mobility Cross Cluster (EMCC), and Cisco Intercompany Media Engine (IME) . This is because these trunk types cannot be associated to the subsequent elements in the wizard. Trunk types available depend on the version of the Cisco Unified Communications Manager to which the trunk is being added.
                                                                                                                                                                          Trunk Model Type Select the relevant trunk model type from the drop-down list. This determines the model template applied when you add the trunk. Various additional settings are made available via the model .
                                                                                                                                                                          SIP Profile Select the required SIP profile from the drop-down list to apply to the connection. This field is available only when the SIP device protocol is selected (see Device Protocol field above)
                                                                                                                                                                          Normalization Script Select the required normalization script from the drop-down list to apply to the trunk. This field is available only when the SIP device protocol is selected (see Device Protocol field above).
                                                                                                                                                                          Normalization Script Parameters Used to customize the normalization script. Enter the key value pairs to be used by the script; for example, key=value, key2=value2, key3=value3. This field is available only when the SIP device protocol is selected (see Device Protocol field above).
                                                                                                                                                                          Run on Every Node Select this check box is you want this trunk to run on every node in the IPPBX cluster. Available only for trunk type = None (default).
                                                                                                                                                                          Destination(s) Enter the required destination(s). Maximum of 16 destination addresses. Separate each destination with a comma. A port number may be included in the destination address if required (see examples).

                                                                                                                                                                          Example 1 : Destination(s) = 1.1.1.1:5060, 1.1.1.1:5061, 2.2.2.2:5060 - where the same IP is used with different ports

                                                                                                                                                                          Example 2 : Destination(s) = 1.1.1.1 - where the the port defaults to 5060, unless the port is different in the model for the model type selected

                                                                                                                                                                          Example 3 : Destination(s) = test.com (when Destination is SRV = true) - where the port is set to 0 irrespective of whether a port (for example. test.com:0), is entered or not.

                                                                                                                                                                          Note: Destinations are not required for the Call Control Discovery, Extension Mobility Cross Cluster (EMCC), and Cisco Intercompany Media Engine (IME) trunk types (see, Trunk Type field above).

                                                                                                                                                                          Step 7   Select Route Groups and click Add Route Group.
                                                                                                                                                                          Step 8   To add a route group, provide or select the route group name, distribution algorithm, and associated trunks, and then click Finish.
                                                                                                                                                                          Step 9   Select Route Lists and click Add Route List.
                                                                                                                                                                          Step 10   To add a route list, provide or select the route list name, call manager group, and associated route groups as shown in the following table, then click Finish.
                                                                                                                                                                          Field Description Remarks
                                                                                                                                                                          Route List Name Enter a name for this route list. This is a mandatory field, and must be a unique name in the system. Any combination of spaces, periods (.), hyphens (-), and underscore characters (_), up to 50 characters, can be entered as a route list name.
                                                                                                                                                                          Run on Every Node Check this check box if you want the route list to be active on every node. -
                                                                                                                                                                          Call Manager Group Select the required Cisco Unified Communications Manager group from the drop-down list. -
                                                                                                                                                                          Connection Parent Select the Connection entity to which this route list belongs from the drop-down list (if applicable). This is a mandatory field and can be specified when you add a Route List outside of the wizard.
                                                                                                                                                                          Route List-Route Group Model Type Select the relevant route list route group model type from the drop-down list. This determines the model template applied when associating the route list and route group. Various additional settings are made available via the model (see the Call Manager Model Guide / CCM 6.1.x - RL-RG Mappings workbook).
                                                                                                                                                                          Associated Route Groups Select the relevant route list model type from the drop-down list. This determines the model template applied when you add the route list - route group mapping. Add or remove route groups to associate to this route list by selecting the relevant route groups in the Available area of the screen and then clicking the Add>>button, or by selecting the relevant route groups in the Selected area of the screen, and then clicking the <<Remove button. Use the Select All link (active text link) to select multiple route groups as required. The route groups displayed in both the Available and Selected areas of the screen are of the same connection parent. To change the order of the route group in the Selected area of the screen, select the appropriate route group, and then click the Move Up or Move Down button as required.
                                                                                                                                                                          Step 11   Select Route Patterns and click Add Route Pattern and to add a route pattern, provide or select the route pattern name, description, route pattern partition, route pattern model type as shown in the following table and then click Finish.
                                                                                                                                                                          Field Description Remarks
                                                                                                                                                                          Route Pattern Name Enter a name for this route pattern. This is a mandatory field, and must be a unique name in the system.
                                                                                                                                                                          Description Enter a detailed description for the route pattern. It cannot include double-quotes ("), percentage sign (%), ampersand (&), or angle brackets (<>).
                                                                                                                                                                          Route Pattern Enter the route pattern. This is a mandatory field, and is the actual pattern for the string of digits and digit manipulation rules for routing calls to load on the Cisco Unified Communications Manager. Valid characters for a Route Pattern Rule are; [ ^ 0 1 2 3 4 5 6 7 8 9 A B C D - ] + ? ! X * # + . @ \+.
                                                                                                                                                                          Partition Select the required partition from the drop-down list into which this route pattern can be loaded. This is a mandatory field. It can contain a-z, A-Z and 0-9 characters, as well as spaces, hyphens (-), and underscore characters (_).
                                                                                                                                                                          Connection Parent Select the Connection entity to which this route pattern belongs from the drop-down list. This is a mandatory field, and can be specified when you add a route pattern outside of the wizard.
                                                                                                                                                                          Destination Route List / Trunk Select the required destination route list or trunk from the drop-down list to associate with this route pattern -
                                                                                                                                                                          Route Pattern Model Type Select the required route pattern model type from the drop-down list. This determines the model template applied when you add this route pattern. Various additional settings are made available via the model (see the Call Manager Model Guide / CCM 6.1.x - Route Patterns workbook for more information if required).
                                                                                                                                                                          Step 12   Click any individual element for modification. You can delete the entire connection on this page if necessary.
                                                                                                                                                                          Step 13   To modify an element, select the element , and then click Modify.
                                                                                                                                                                          Step 14   To delete an element, select the element , and then click Delete.

                                                                                                                                                                          Use the Standalone Methods

                                                                                                                                                                          Complete the following procedure to add the individual connection elements, such as, trunks, route groups, route lists, and route patterns to an existing connection.

                                                                                                                                                                          Procedure
                                                                                                                                                                            Step 1   Choose Network > PBX Devices.
                                                                                                                                                                            Step 2   Click Connectivity adjacent to the PBX that you want to modify.
                                                                                                                                                                            Step 3   Click PBX==>Connection Destination.
                                                                                                                                                                            Step 4   Click the relevant button to add the required connection element, that is Connections, Trunks, Route Groups, Route Lists, or Route Patterns.
                                                                                                                                                                            Step 5   Enter the required information in the relevant fields of the associated screens.

                                                                                                                                                                            Configure Enterprise Parameters

                                                                                                                                                                            Complete the following procedure to configure Enterprise Parameters.

                                                                                                                                                                            Procedure
                                                                                                                                                                              Step 1   Choose Network > PBX Devices.
                                                                                                                                                                              Step 2   Click CUCM cluster name.
                                                                                                                                                                              Step 3   Click Attributes*.
                                                                                                                                                                              Step 4   Perform a search for ClusterName.
                                                                                                                                                                              Step 5   Enter the cluster Fully Qualified Domain Name of the Unified Communications Manager cluster, for example, ccm.hcscc.icm
                                                                                                                                                                              Step 6   Click Modify against the attribute code.

                                                                                                                                                                              The cluster fully qualified domain name (FQDN) is the name of the Unified Communications Manager Server Group defined in Unified CVP.


                                                                                                                                                                              Add Trunks, Route Groups, Route Lists, and Route Patterns to an Existing Connection

                                                                                                                                                                              Complete the following procedure to add the trunks, route groups, route lists, and route patterns to an existing connection.

                                                                                                                                                                              Procedure
                                                                                                                                                                                Step 1   Choose Network > PBX Devices.
                                                                                                                                                                                Step 2   Click Connectivity adjacent to the PBX that you want to modify.
                                                                                                                                                                                Step 3   Click PBX==>Connection Destination.
                                                                                                                                                                                Step 4   Click the relevant connection parent Name link (active text link) to view the required connection elements, that is Trunks, Route Groups, Route Lists, or Route Patterns to the connection parent.
                                                                                                                                                                                Step 5   Click the relevant button to add the required connection element, that is, Add Trunk, Add Route Group, Add Route List, or Add Route Pattern.
                                                                                                                                                                                Step 6   Enter the required information in the relevant fields of the associated screen. These fields are the same as described in the wizard section.
                                                                                                                                                                                Step 7   Click Finish.

                                                                                                                                                                                Provision Unified CCE Using Web Administration

                                                                                                                                                                                Set Up Reason Code

                                                                                                                                                                                Complete the following procedure to set up the reason code.

                                                                                                                                                                                Procedure
                                                                                                                                                                                  Step 1   Login to the CCE Web Administration page, click Manage and select Reason Codes.
                                                                                                                                                                                  Step 2   Click New on the List of Reason Codes page to open the New Reason Code page.
                                                                                                                                                                                  Step 3   Complete fields as follows:
                                                                                                                                                                                  1. Text (Required)- Enter up to 40 characters. There is no restriction of characters.
                                                                                                                                                                                  2. Code (Required)- Enter a unique positive integer between 0 and 65,535.
                                                                                                                                                                                  3. Description (0ptional) Enter up to 255 characters to describe the reason code. There is no restriction of characters.
                                                                                                                                                                                  Step 4   Save the reason code to return to the List page, where a message confirms the successful creation.