Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 10.0(1)
Initial configuration
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Initial configuration

Contents

Initial configuration

Initial configuration overview

The goal of initial configuration is to bring the contact center to the point where a complete call flow is possible. Configure the system to process information about incoming calls, perform call routing, and enable call handling.

Initial configuration task flow

Task See
Configure Cisco Unified Contact Center Enterprise Configure Cisco Unified Contact Center Enterprise
Configure Cisco Unified Intelligence Center Configure Cisco Unified Intelligence Center
Configure Cisco Unified Customer Voice Portal Configure Cisco Unified Customer Voice Portal
Configure Cisco Unified Communications Manager Configure Cisco Unified Communications Manager
Configure Cisco Finesse Configure Cisco Finesse

Initial configuration tasks

Configure Cisco Unified Contact Center Enterprise

You can configure individual records, or you can use the Bulk Configuration tool to configure multiple records at one time. Bulk configuration is available for the following:

  • Agents
  • Call types
  • Dialed number plans
  • Dialed numbers
  • Device targets
  • Labels
  • Network trunk groups
  • Network VRU scripts
  • Peripheral targets
  • Persons
  • Regions
  • Region prefixes
  • Routes
  • Trunks
  • Trunk groups
  • Scheduled targets
  • Services
  • Skill groups
  • VRU port maps
Related Information

Access Configuration Manager tool

You perform all Unified CCE configuration tasks using the Configuration Manager tool, which is installed with the Unified CCE software.

  1. From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools.
  2. Click the Configuration Manager icon.

Configure Media Routing Domain

You must establish Media Routing Domains (MRD) for each multi-media class that your Unified CCE System supports. Valid media classes are: multi-session chat, single-session chat, blended collaboration, email, and voice. An MRD for the voice media class is installed by default with your Unified CCE software. You do not need to create an MRD for the voice media class.

Procedure
    Step 1   Start the Configuration Manager and select Tools > List Tools > Media Routing Domain List.
    Step 2   Click Retrieve and then click Add.

    The Attributes tab appears.

    Step 3   On the Attributes tab, provide values for the following fields:

    Name. Enter the enterprise name of the MRD.

    Media Class. Use the drop-down list to select the media class for the integrated application.

    Max Time in queue. The default maximum queue time for calls in queue is one hour. To override this default, modify the value of the Max Time In queue field.

    The MR domain ID is automatically generated when you save the MRD.

    Step 4   After completing the required fields, click Save.

    Repeat this procedure to add an MRD for each media class that your system supports.

    Configure trunk groups

    For the Unified CCE, the Network Trunk Group is the placeholder in the Unified CCE database for the trunk group; it performs no other function.

    For deployments that:
    • Use the Unified CCE System PG, you must create one Network Trunk Group for each Unified CCE System PG peripheral.
    • Do not use the Unified CCE System PG, you must create two Network Trunk Groups—one for the Unified Communications Manager and one for the Unified CVP or Unified IP IVR. If you are deploying the Unified CVP, create one Network Trunk Group per Call Server.

    A Unified CCE Trunk Group is a collection of trunks associated with a single peripheral and usually used for a common purpose. For the Unified CCE, the trunk groups for VRU peripherals are used primarily as a place holder in the Unified CCE database.

    Create a trunk group for each Unified Communications Manager peripheral and a trunk group for each Unified IP IVR application. If you are deploying Unified CVP, you must create two trunk groups for each Unified CVP Call Server that match the Group Numbers configured in Unified CVP Application Administration. For Unified IP IVR, the trunk group peripheral number in the Unified CCE must match the CTI Port Group ID on Unified IP IVR.

    To configure a Network Trunk Group (and the trunk group under it):

    Procedure
      Step 1   From the Configuration Manager, choose Configure ICM > Peripherals > Trunk Group > Network Trunk Group Explorer. The ICM Network Trunk Group Explorer dialog box opens.
      Step 2   Click Retrieve.
      Step 3   Click Add Network Trunk Group. The Network Trunk Group tab opens.
      Step 4   Add a unique name for the Network Trunk Group and an appropriate description.
      Step 5   Click Add Trunk Group to add a trunk group.
      Step 6   Complete these fields:

      Peripheral. Select the peripheral to which the trunk group is associated.

      Peripheral Number. Enter the number of the trunk group as understood by the peripheral. This number must be unique among all trunk groups associated with the peripheral. For Unified IP IVR, this number must:
      1. Match a CTI Port Group ID configured on the Unified IP IVR
      2. Be an odd number
      3. Be unique for all Unified IP IVRs handled by an Unified CCE System PG
      For example, if a Unified CCE System PG handles four Unified IP IVRs and each Unified IP IVR peripheral has one CTI Port Group, then the CTI Port Group ID for the first Unified IP IVR should be 1, the port group ID for the second Unified IP IVR should be 3, and so on. For the Unified CVP, this number must match a Call Server Group Number configured on the Call Server.

      Peripheral Name. Enter the name of the trunk group as understood by the peripheral. This name must be unique among all trunk groups associated with the peripheral.

      Name. Enter the enterprise name of the trunk group. The Unified CCE forms a default for this name using the entries from the Peripheral and Peripheral Name fields.

      Extension. Leave this field blank.

      Trunk Count. Select Use Trunk Data. When you specify Use Trunk Data, the system software determines the trunk count dynamically by counting the associated records in the Trunk table.

      Configuration Parameters. Leave this field blank.

      Description. Enter an optional description.

      Step 7   To add trunks to the trunk group, click Add Trunk.
      Step 8   Add trunks as desired.
      Step 9   Click Save and then click Close.
      Step 10   Repeat these steps to create all necessary trunk groups.

      Configure Network VRU Bank

      The Network VRU Bank allows load balancing across multiple VRUs to occur and eliminates the need for complex translation-route configuration.

      Configure a Network VRU Bank, only if your deployment uses the Unified CCE System PG.

      Before You Begin

      Do this after you configure the following:

      • Network VRU
      • Network Trunk Group
      • All other trunk groups
      Procedure
        Step 1   From the Configuration Manager, choose Explorer Tools > Network VRU Explorer. The Network VRU Explorer dialog box opens.
        Step 2   Click Retrieve and select your Network VRU.
        Step 3   Select the Network VRU Bank tab and click Add.

        The Select Trunk Group dialog box opens, displaying the all trunk groups configured on all Unified CCE System PG peripherals.

        Step 4   Select the trunk group associated with the translation routing group on your Unified IP IVR. Make the appropriate trunk group selection for each Unified IP IVR in your deployment.
        Step 5   Click OK.
        Step 6   Click Add Label to add a label for the Network VRU Bank. The label must be the CTI Route Point trigger for the Translation-Routing application on the Unified IP IVR. By default, in the Label tab, the first field shows the selected Network VRU, not the Network VRU Bank:
        1. Click the drop-down list box to show the available Network VRU banks.
        2. Select a Network VRU bank in the drop-down list.
        3. Then configure the label for the Network VRU bank.
        4. Repeat the steps to configure labels for all of the Network VRU Banks.

        If Network VRU Bank labels are available, the Router uses them when it balances the load between the Unified IP IVRs. If the Router cannot find an eligible Network VRU Bank labels, it uses the Network VRU label.

        Configure services

        A service refers to a type of processing that a caller requires. For example, separate services might be defined for Sales, Support, or Accounts Payable. Services are often associated with a peripheral, and are sometimes referred to as peripheral services. An agent is assigned one or more skills that in turn is associated with services. Routing to a Unified CCE service effectively targets an agent assigned to a Unified CCE skill group associated with the Unified CCE service.

        Services on the Unified CCE correspond to CTI Route Points on Unified Communications Manager.


        Note


        On Unified CCE systems that interface with Unified CVP systems, you must configure two services with Peripheral Numbers of 1 and 2. However, outside of these services the preferred method of defining Unified CCE routable tasks is by defining call types.

        For the two Unified CVP services, you do not need to configure Service Members, Routes, Peripheral Targets, or Labels.


        Procedure
          Step 1   From the Configuration Manager menu, choose Tools > Explorer Tools > Service Explorer. The Service Explorer dialog box opens.
          Step 2   Select the peripheral for which you want to create a service and click Retrieve.
          Step 3   Click Add Service. The Service Configuration window opens.
          Step 4   On the Service tab, enter the following:

          Media Routing Domain.

          Peripheral Number. Enter the number for the service on the peripheral. This field must be unique for all services for the peripheral, but not necessarily across all peripherals. If you are deploying the Unified CVP, enter 1 for the first service and 2 for the second service.

          Peripheral Name. Enter a name that describes the service.

          Enterprise Name. Enter an enterprise name for the service. This name must be unique among all the services in the enterprise. If you do not enter a value, this name is autogenerated.

          Config Param. Not used for the Unified CCE.

          Description. Enter any additional information about the service.

          Service Level Type. Indicates how the Unified CCE calculates the service level for the service. You can choose to omit abandoned calls from the calculation, treat them as having exceeded the threshold (negative impact on service level), or treat them as answered calls (positive impact on service level). You can also choose to use the default specified for the peripheral.

          Service Level Threshold. Enter the time in seconds, for the service level. The Unified CCE tracks the percentage of calls answered within this threshold. If this field is negative, the value of the default for the peripheral is used.

          Step 5   On the Advanced tab, enter the following:

          Peripheral Service Level. Indicates the type of service level calculation that the peripheral performs for this service. This setting has no effect because the PG does not report a peripheral service level.

          Schedule name. Identifies an imported schedule associated with the service.

          Extension. If you are deploying Outbound Option, enter the extension to associate with this service. This corresponds to a CTI Route Point defined in Unified Communications Manager and is associated with the PG User.

          Step 6   On the Service Members tab, select skill groups to associate with this service.
          Step 7   Click Apply.
          Step 8   Repeat this procedure to add any other services.

          Configure dialed numbers

          The dialed number (DN) is the number that the caller dials to start the call and identifies the Unified CCE routing script to run. Dialed numbers must be set up for ring no answer, dialed number plan entries, and for Supervisor/emergency calls.

          For Unified Communications Manager to generate a route request to the Unified CCE, the cluster must associate the DN with a CTI Route Point that is associated with the Unified CCE JTAPI User. Configure the DN in the Unified CCE. After the Unified CCE receives the route request with the DN, that DN is mapped to a Unified CCE Call type, which is then mapped to a Unified CCE routing script.

          Unified CCE generates a unique value for the Label Name list after you configure a dialed number.

          Procedure
            Step 1   From the Configuration Manager, choose Tools > List Tools > Dialed Number/Script Selector List.

            The Dialed Number/Script Selector List dialog box opens.

            Step 2   Click Retrieve and then click Add.

            The Attributes tab displays.

            Step 3   In the Attributes tab, enter values in the following fields:

            Routing client. Choose the enterprise name of the routing client associated with this dialed number. After you select a routing client and save to the database, this field becomes read only.

            Media Routing Domain

            Dialed number string. Enter the string value that the routing client passes to the Unified CCE for this dialed number (for example: 8005551212).

            Name. Enter the enterprise name for the dialed number. This name must be unique among all dialed numbers in the system. If you do not enter a value, the name is autogenerated.

            Customer. Use the drop-down list to select the customer (Unified CCE instance) associated with the dialed number.

            Default label. Choose the name of the default label for this dialed number. The label must have been previously defined for it to be in the selection list. Use the Label List tool in the Configuration Manager to define labels. If the Unified CCE fails to determine a target for the call within the routing client's time-out threshold, then the default label for the dialed number is used.

            Description. Enter a description for the dialed number.

            Permit application routing. If you intend to route calls from a parent system to this dialed number, check this dialog box.

            Note   

            If you build your software script to capture ECC variables and you want those variables passed to Cisco Agent Desktop agents after they queue to an IVR, then check this check box. This setting enables the data to be sent when a call is queued. Apply the setting for all the dialed numbers to which calls queue.

            Reserved by IVR. For IVR dialed numbers, check the Reserved by IVR check box. This setting prevents the CallManager PIM from trying to exert control on the calls arriving on these Route Points.

            Step 4   On the DN Mapping tab, as desired, click Add to specify a call type and other dialing information to associate with this dialed number.
            Step 5   Click Save to enter the dialed number information.
            Step 6   Repeat this procedure for any additional dialed numbers.

            Configure call types

            A call type is a category of Unified CCE routable task. Each call type has a schedule that determines which routing script or scripts are active for that call type at any time.

            There are two classes of call types:

            • Voice (phone calls). Voice call types are categorized by the dialed number (DN), caller-entered digits (CED), and calling line ID (CLID). The CED and CLID can be optional, depending on the call.
            • Non-voice (email and text chat). Non-voice call types are categorized by the Script Type Selector, Application String 1, and Application String 2. Application String 1 and Application String 2 can be optional, depending on the application.

            To facilitate Unified CCE reporting, it is good practice to create separate call types for IVR applications and queuing applications.

            Procedure
              Step 1   From the Configuration Manager, select Tools > List Tools > Call Type List.

              The Call Type List dialog box opens.

              Step 2   Click Retrieve and then click Add.

              The Attributes tab appears.

              Step 3   In the Attributes tab, enter values for the following fields:

              Name. Enter an enterprise name for the call type. This name must be unique among call types in the system.

              Customer. Choose the customer (Unified CCE Instance) from the drop-down list.

              Service level threshold. The service level threshold is the target maximum time that a caller spends in a queue before being connected to an agent. When you set up a peripheral, you specify a default service level threshold for all services associated with that peripheral. If you enter a negative number, the service level threshold from the Peripheral table is used.

              This field is prepopulated with the default service level threshold for this peripheral and grayed out. If you wish to override this default, check the Override System Information Default check box to the right of this field and enter a different value.

              You can also set the Service Level in the Configuration Manager with the System Information tool. When the service level is defined with the Call Type tool, this setting overrides a setting made with the System Information tool. If service level is not defined with the Call Type tool, but is defined with the System Information tool, the Unified CCE uses the System Information setting.

              Service level type. Indicates how the system software calculates the service level for the service. The default is the level specified for the associated peripheral. To set a different level type, check the Override System Information Default check box and select the type you want from the selection box.

              Bucket Intervals. Indicates the Bucket Intervals setting for the call type. Bucket intervals are defined with the Bucket Intervals List tool. If you wish to override the defined default, check the Override System Information Default check box and select a different Bucket Intervals setting.

              Description. Enter an optional description of the call type.

              Step 4   Click Save to enter the call type information.

              Repeat this procedure to add additional call types.

              Configure variables

              Configure Expanded Call Context variables

              Expanded Call Context (ECC) variables are variables that you define and enable in the Configuration Manager to store values associated with the call. You can specify the variable name and data type. The name must begin with the string "user." These are in addition to the variables the system software defines for each call (PeripheralVariable1 through PeripheralVariable10, CallerEnteredDigits, CallingLineID, and so on).

              An ECC variable name can be up to 33 bytes long (1–32 usable characters ). Use the following naming convention when creating an ECC variable:

              user.<CompanyName>.<VariableDescription>

              In this syntax:

              • <CompanyName> is the name of your company
              • <VariableDescription> is a descriptive tag for the variable.

              For example, you could use the following name for an ECC variable created for Cisco account numbers:

              user.Cisco.AcctNum

              Using this naming convention prevents naming conflicts with any third-party applications that interface with the system software.


              Note


              If your corporation is large, you may want to break <VariableDescription> down to include the Business Unit, Division, or other organizational entity that exists in your company.

              In addition:

              • An ECC variable can be either a scalar variable or an array element, each with a maximum length of 210 bytes.

                Note


                Array types are not supported for an agent request.
              • The maximum number of elements in an array can be 255.
              • The maximum buffer size for each scalar variable = 5 + the maximum length of the variable where the 5 bytes includes 4 bytes to tag the variable and 1 byte for the null terminator.
              • The maximum buffer size for each array = 5 + (1 + the maximum length of array element) * (the maximum number of elements in the array).
              • There is a null terminator for each element, as well as a null terminator for the array as a whole.
              • Since the total size of the buffer used to store the variables internally is 2000 bytes, the total sum of all the maximum buffer sizes for each variable and each array must be no greater than 2000. For example, if you intended to use one scalar ECC variable with a maximum length of 100 bytes, one scalar ECC variable with a maximum length of 80 bytes, and an ECC array with a maximum of 9 elements with each element having a maximum length of 200 bytes, the buffer size would be: (5+100) + (5+80) + (5 + (1+200)*9) = 2004. As this buffer size is too large, the length of one of the scalar ECC variables or the length of the array ECC variable must be adjusted.

              For Web Callback and Delayed Callback to work properly, an ECC variable (also known as a named variable) must be defined. The Cisco CTI driver supports the use of ECC variables in addition to the standard call variables associated with a call. Before an ECC variable can be used, it must be defined in the Unified CCE ECC variable database table.

              ECC variables for blended collaboration or voice MRDs with collaboration

              ECC variables must be configured in Configuration Manager's Expanded Call Variable List tool (for each integrated application) to route requests using the voice Media Routing Domain.

              For Cisco Blended Collaboration or Voice MRDs with Collaboration, the ECC variables are:

              • user.cisco.cmb
              • user.cisco.cmb.callclass
              • user.cim.activity.id
              • user.wim.customer.name
              Important: While their default size is 40 characters, use the Expanded Call Variable List tool in the Configuration Manager to limit the user.cisco.cmb variable to 8 bytes and the user.cisco.cmb.callclass variable to 10 bytes to prevent ECC space limitation issues.
              Validate ECC variable size for CTI Server

              Before configuring ECC variables, validate the total size of the ECC variables against the following rules and limits:

              • Because the total size of the buffer used to store the variables in CTI Server internally is 2500 bytes, the total sum of all the maximum buffer sizes for each scalar variable and arrays must be no greater than 2500.
              • The maximum buffer size for each scalar variable = 4 + length of the ECC name + the maximum length of the variable where the 4 bytes includes a 1 byte tag, 1 byte to define the length, and 2 terminating NULL characters.
              • The maximum buffer size for each array = (5 + length of the ECC name + the maximum length of array element) * (the maximum number of elements in the array) where the 5 bytes includes a 1 byte tag, 1 byte to define the length, 1 byte for the array index, and 2 terminating NULL characters.
              • For example, if you intend to use one scalar ECC variable with a maximum length of 100 bytes named user.var, one scalar ECC variable with a maximum length of 80 bytes named user.vartwo, and an ECC array named user.varthree with a maximum of 9 elements with each element having a maximum length of 200 bytes, the buffer size would be: (4+8+100) + (4+11+80) + ((5 + 13 + 200)*9)) = 2169 where 8 is the length of user.var, 11 is the length of user.vartwo and 13 is the length of user.varthree.
              Enable ECC variables
              Procedure
                Step 1   Within the Configuration Manager, double-click Tools > Miscellaneous Tools > System Information.

                The System Information window appears.

                Step 2   Select the Expanded call context enabled checkbox. For additional information, refer to the online Help.
                Step 3   Click Save to apply your changes.

                Define ECC variables
                Procedure
                  Step 1   Within the Configuration Manager, double-click Tools > List Tools > Expanded Call Variable List.

                  The Expanded Call Variable List window appears.

                  Step 2   In the Expanded Call Variable List window, enable Add by clicking Retrieve.
                  Step 3   Click Add.

                  The Attributes property tab appears.

                  Step 4   Complete the Attributes property tab:

                  Field

                  Description

                  Name (required)

                  The enterprise name of the expanded call variable. This name must start with the string user and must be unique among all expanded call variables in the system (an enterprise name).

                  Note    Use the following syntax to prevent naming conflicts: user.company.name where company is your company name and name describes the expanded call variable.

                  Maximum length (required)

                  Specifies the maximum number of characters (1–210) allowed in the extended call variable value (the size of the variable string). For a numeric value, the number of digits is specified.

                  Important notes:

                  • The maximum amount of space that all the ECC variables together can take up in the Unified CCE system is no more than 2000 bytes (not 2K or 2048 bytes) and sometimes less, depending on your combination of scalar and array variables and their sizes. Each ECC variable takes up space based on the following formula: For scalar: 5 + Maximum_Length For array: 5 + (1 + Maximum_Length) * (Maximum_Array_Size)
                  • The number of characters or digits does not indicate the number of bytes. For example, a scalar ECC variable of 10 characters could take up 15 bytes of space.

                  Array (checkbox)

                  When selected, indicates the expanded call variable is an array, not a scalar. Maximum array size If the expanded call variable is an array, this indicates the maximum number of elements (1–255) in that array. See also the note under the Maximum length description. Note: Arrays are not supported with the Agent Request feature.

                  Enabled(checkbox)

                  When selected, the expanded call variable is included for each call.

                  Persistent (checkbox)

                  When selected, ECC variables are written to the Logger database.

                  Note    Non-persistent variables can be used in routing scripts, but are not written to the database.

                  Because these variables may be persisted, do not use ECC variables to store sensitive information belonging to the customer or company. Storing confidential information in these variables can lead to violation of security standards, such as PCI, the Common Criteria, HIPAA, or FIPS 140-2.

                  Cisco provided (checkbox)

                  When selected, indicates that the system software predefines the selected expanded call variable.

                  Description

                  Provides additional information about the ECC variable.

                  Step 5   Click Save to apply your changes.

                  Configure user variables

                  You can also create global user variables; for example, you can create a user variable called usertemp to serve as a temporary storage area for a string value used by an If node.

                  After you have defined a user variable, you can then use the Script Editor Formula Editor to access the variable and reference it in expressions, just as you would with a "built-in" variable.

                  Each user variable must:

                  • Have a name that begins with user.

                    Note


                    This name cannot contain the dot/period (.) character.
                  • Be associated with an object type, for example, Service. (This enables the system software to maintain an instance of that variable for each object of that type in the system.)
                  • Be identified as a persistent (retains value across CallRouter restarts) or non-persistent (does not retain value across CallRouter restarts) variable.

                    Note


                    Because these variables may be persisted, do not use User Variables to store sensitive information belonging to the customer or company. Using these variables to store confidential information could lead to violation of security standards, such as PCI, the Common Criteria, HIPAA, or FIPS 140-2.


                  A user variable can store a value up to 40 characters long.

                  Define user variables
                  Procedure
                    Step 1   Within the Configuration Manager, select Tools > List Tools > User Variable List.

                    The User Variable List window appears.

                    Step 2   In the User Variable List window, click Retrieve to enable Add.
                    Step 3   Click Add.

                    The Attributes property tab appears.

                    Step 4   Complete the Attributes property tab.
                    Note    The Variable name, Object type, and Data type fields are required. All other fields are optional. For additional information refer to the online Help.
                    Step 5   Click Save to apply your changes.

                    Configure users

                    Add users to security groups

                    To add a domain user to a security group, use this procedure. The user is then granted the user privileges to the functions that are controlled by that security group.

                    Procedure
                      Step 1   Open the Domain Manager tool and select the Security Group you want to add a user to.
                      Step 2   Under Security group, click Members.
                      Step 3   Under Users, click Add.
                      Step 4   Select the domain of the user you want to add.
                      Step 5   (Optional) In the Optional Filter field, choose to further filter by the Name or User Logon Name, apply the search condition, and enter the search value.
                      Step 6   Click Search.
                      Step 7   Select the member you want to add to the Security Group from the search results.
                      Step 8   Click OK.

                      Create Person records

                      All Unified CCE agents must have a Person record. When you create an Agent record, you can associate the record with an existing Person record. If you do not associate the Agent record with an existing Person record, a new Person record is automatically created when you create the agent.

                      To configure a Person record before configuring an agent, complete the following steps:

                      Procedure
                        Step 1   From the Configuration Manager, choose Peripherals > Person > Person List. The Person List dialog box opens.
                        Step 2   Click Retrieve and then click Add.
                        Step 3   in the Attributes tab, enter information in the following fields:

                        First Name. Enter the person's first name.

                        Last Name. Enter the person's last name.

                        Login Name. Enter the person's login name.

                        Password. Enter a password for the person.

                        Enable Logins. Check this check box.

                        Step 4   Click Save and then click Close.
                        Step 5   Repeat this procedure to add additional Person records.

                        Associate agents with peripherals
                        Procedure
                          Step 1   Select Tools > Explorer Tools > Agent Explorer. The Agent Explorer dialog box displays.
                          Step 2   Select the peripheral you want associated with the agent from the drop-down list and click Retrieve.
                          Step 3   Click Add Agent to display the Agent configuration tab.
                          Step 4   In the Agent tab, enter information in the following fields:

                          Last Name. Enter the agent's last name.

                          First Name. Enter the agent's first name.

                          Login Name. Enter the name the agent uses to login. This name must be unique in the enterprise.

                          Password. Enter the agent's password. This password is validated during the agent login process.

                          Login Enabled. Check this check box if you want the enable the agent to login.

                          Select Person. Click this button to select a person to associate with the agent record. You can select a person for a new agent, an existing agent, or a temporary agent.

                          Enterprise Name. Enter an enterprise name for the agent that is unique within the enterprise. The default is a combination of the peripheral name with the agent's first and last name.

                          Peripheral Name. Enter a name for the agent as known to the peripheral.

                          Peripheral Number. Enter the agent's login ID. This number identifies the agent to the peripheral. This number needs to be unique among all agents for the peripheral, but does not need to be unique across all peripherals. Agent IDs can be up to nine digits long. The first digit in the ID must be 1 through 9. It cannot be 0. Also, this number cannot be the same as the extensions on the Unified Communications Manager cluster for this agent. Finally, the ID can not exceed the extension length specified in the Unified Communications Manager Peripheral Gateway Setup

                          Step 5   Click the Advanced tab and enter information in the following fields:

                          Desk Setting. Use the drop-down list to select the desktop settings to be associated with the agent. If you do not make a selection, the Unified CCE applies the default desk settings defined for the peripheral.

                          ConfigParam. Use this field to enter any specific configuration parameters that may be required. Make entries in this field only if instructed to do so by your Cisco support representative.

                          Description. Enter any other information you want about the agent.

                          Agent State Trace. Select to enable the agent's state trace control. When enabled, the Unified CCE records every state transition made by the agent.

                          Step 6   Click Save.
                          Step 7   Repeat this procedure to configure additional agents.

                          Assign Agent Desk Settings

                          Agent Desk Settings associate a set of permissions or characteristics with specific agents. The settings are comparable to Class of Service settings on a PBX or ACD. Desk settings are associated with an agent when you configure the agent. The desk settings are global in scope and you can apply them to any configured agent on any peripheral within a Unified CCE configuration.

                          Agent Desk Settings provide a profile that specifies parameters such as whether auto-answer is enabled, how long to wait before rerouting a call for Ring No Answer, what DN to use in the rerouting, and whether reason codes are needed for logging out and going not-ready. You must associate each agent with an agent desk setting profile in the Unified CCE configuration. A single agent desk setting profile can be shared by many agents. Changes made to an agent's desk setting profile while the agent is logged in are not activated until the agent logs out and logs in again.

                          If Agent Desk Settings are not associated with an agent, the agent is assigned the peripheral default settings, which depend on the peripheral to which the agent is assigned.

                          When you configure Agent Desk Settings, you specify the amount of non-active time after which an agent is automatically logged out, whether wrap up is required following incoming and outbound calls, the amount of time allocated for wrap up, and the method used for assist and emergency calls. You also specify settings for the Ring No Answer feature.

                          Ring No Answer

                          The Ring No Answer feature, configured in Agent Desk Settings, ensures that when an agent does not answer a call, the call is taken away from the agent after a specified number of seconds and re-assigned to another agent or requeued.

                          When a call is routed to an agent but the agent fails to answer the call within a configurable amount of time, the Unified Communications Manager PIM for the agent who did not answer changes that agent's state to not ready (so that the agent does not get more calls) and launches a route request to find another agent. Any call data is preserved and popped onto the next agent's desktop. If no agent is available, the call can be sent back to the Unified IP IVR for queuing treatment again. Again, all call data is preserved. The routing script for this RONA treatment should set the call priority to "high" so that the next available agent is selected for this caller. In the agent desk settings, you can set the RONA timer and the DN used to specify a unique call type and routing script for RONA treatment.

                          This feature behaves and is configured differently depending on whether you deploy the Unified CVP or Unified IP IVR in the Unified CCE System.


                          Note


                          The Dialed Number for Ring No Answer is peripheral-specific. Therefore, each Unified Communications Manager PG in your deployment must have its own set of Agent Desk Settings configured for it; you cannot use a particular desk setting across peripherals.
                          About Ring No Answer with Unified IP IVR

                          For Unified CCE systems in which you deploy the Unified IP IVR, the Ring No Answer feature ensures that when an agent does not answer a call the following applies:

                          • The call is taken away from that agent after ringing for a configurable number of seconds and is rerouted to a different agent or placed in queue.
                          • The state of the agent who did not answer the call is changed to "Not Ready."

                          Reroute a call on Ring No Answer works as follows for Unified IP IVR:

                          1. A routing script connects the call to an agent.
                          2. If the agent does not answer the phone within the Ring No Answer time set in Agent Desk Settings, the Unified Communications Manager changes the agent's state to "Not Ready" and post routes the call to Unified CCE.
                          3. The Unified CCE Router runs a routing script using the dialed number specified in the agent desk setting record. The routing script associated with the DN typically looks for another agent and routes the call to that new agent.
                          4. If no agents are available, the call typically is translation routed or queued to the IVR, or sent to some other queue point. Queuing treatment is restarted.

                            Note


                            Give the call the highest priority in the queue so that the call is routed to the next available agent.
                          5. Any call data is preserved to be popped onto the agent screen. In addition, a flag is set in the database so that Unified CCE can report on all of the occurrences of Ring No Answer.
                          About Ring No Answer with Unified CVP

                          For Unified CCE systems in which you deploy the Unified CVP, the Unified Communications Manager does not control the Unified CVP and cannot send an unanswered call back to the Unified CVP for re-queuing. You configure the Ring No Answer feature to only make the agent "Not Ready" when they do not answer a call, and use the Unified CVP Router Requery feature to re-queue the call.

                          As of Release 9.0, the Unified CVP deployment no longer requires that you configure the RNA timer on both sides (Unified CVP and Unified CCE); configure Ring No Answer (RNA) timeout only in Unified CVP. This removes the requirement to manually align the relevant Unified CVP and Unified CCE timer configuration. To configure RNA timeout in Unified CVP, see the Patterns for RNA timeout on outbound SIP calls section in the Unified CVP OAMP console.

                          Reroute a call on Ring No Answer works as follows for Unified CVP:

                          1. A routing script connects the call to an agent by sending a connect message to the Unified CVP. The script node should have Enable Target Requery enabled. To enable this, edit the node, select Change and check the Enable Target Requery check box.
                          2. The agent's phone rings.
                          3. If the phone is not answered (either via the agent desktop or physically going off-hook) within the Ring No Answer time set in Agent Desk Settings, Unified CCE makes the agent unavailable, but does not actually change the agent state to Not Ready until the call is redirected.
                          4. When the Unified CVP Ring No Answer timeout expires, the Unified CVP sends an EventReport=No Answer message to the Router instructing it to select another target according to the routing script and send a Connect message to Unified CVP. The target might be another agent or a VRU label to requeue the call.

                            Note


                            Give the call the highest priority in the queue so that the call is routed to the next available agent.
                          5. Any call data is preserved to be popped onto the second agent screen.

                            Note


                            In addition, a flag is set in the database so that Unified CCE can report on all of the occurrences of Ring No Answer.
                          6. When the call is redirected from the original agent, the agent's state changes to "Not Ready."
                          Configure Agent Desk Settings
                          Procedure
                            Step 1   From the Configuration Manager, choose Configure ICM > Enterprise > Agent Desk Settings > Agent Desk Settings List.

                            The Agent Desk Settings List dialog box opens.

                            Step 2   Click Retrieve and then Click Add.
                            Step 3   Fill in the Attributes tab information:

                            Name. Enter a name for the agent desk settings that is unique within the enterprise.

                            Ring No Answer Time. Enter the number of seconds (between 1 and 120) that a call may ring at the agent's station. If you are deploying the Unified CVP, make sure this number is less than the number set for the No Answer Timeout for Router Requery that you set in the Unified CVP.

                            If you configure this timer, you do not need to configure the Unified Communications Manager Call Forward on No Answer for agent extensions in the Unified Communications Manager, unless you want them to be used when the agent is not logged in. If you set the Unified Communications Manager Call Forward No Answer time, enter a value at least 3 seconds higher than the Ring No Answer Time on each Unified Communications Manager node.

                            Ring no answer dialed number. Enter the Unified CCE DN associated with the routing script that you want to use to reroute a call that an agent has not answered. If you are deploying the Unified CVP, leave this field blank.

                            Logout non-activity Time. Enter the number of seconds (between 10 and 7200) in which the agent can remain in Not Ready state before Unified CCE automatically logs out the agent.

                            Work Mode on Incoming. Select whether wrap-up is required following an incoming call. Select an option from the drop-down list.

                            Work Mode on Outgoing. Select whether wrap-up is required following an outgoing call. Select an option from the drop-down list.

                            Wrap Up Time. Enter the amount of time, in seconds, allocated to an agent to wrap up a call.

                            Assist Call Method. Select whether Unified CCE creates a consultative call or a blind conference call for a supervisor assistance request.

                            Emergency Alert Method. Select whether the Unified CCE creates a consultative call or a blind conference call for an emergency call request.

                            Blind conference is not supported if the call may queue on an IVR.

                            Description. Enter additional optional information about the agent desk settings.

                            Step 4   Use the following boxes to select or de-select miscellaneous settings:

                            Auto-answer. Indicates whether calls to the agent are automatically answered. The agent is not required to take any action to answer the call. If a second call comes in while a call is in progress, the call is not automatically answered. This is the same behavior as with Unified Communications Manager.

                            In a multi-line enabled environment with auto-answer selected, if you are on a call on your non-ACD line, the call will not auto-answer. However, if you turn on Unified Communications Manager Auto Answer, the call will answer.

                            Idle Reason Required. Indicates whether an agent is required to enter a reason before entering the Idle state.

                            Logout Reason Required. Indicates whether an agent is required to enter a reason before logging out.

                            Auto Record on Emergency. Indicates in a record request is automatically sent when an emergency call request starts.

                            Cisco Unified Mobile Agent (check box). Enables the Unified Mobile Agent feature so that the agent can log in remotely and take calls from any phone. For more information about the Unified Mobile Agent, see the Cisco Unified Contact Center Features Guide at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​products_​feature_​guides_​list.html.

                            Step 5   Click Save and then click Close.

                            Designate agent supervisors

                            When you create an agent, you can assign that agent to be an agent supervisor.

                            Procedure
                              Step 1   On the open Agent Explorer for the agent that you want to make a supervisor, click the Supervisor tab.
                              Step 2   On the Supervisor tab, enter information in the following fields:

                              Supervisor Agent. Check this check box to indicate that the selected agent is a supervisor.

                              Domain name. Select the trusted domain name from the drop-down list. The location button when selected, lists the Active Directory folders in the selected domain.

                              Supervisor login as user. Enter the Active Directory user ID of the selected agent.

                              If you enter an existing user from the domain in the edit box, a message appears stating "The account <name> in domain <domain name> exists. Do you want to associate an agent supervisor with this existing account?" If you select "Yes," the agent supervisor is associated as a Unified CCE user. If you select "No," you must enter a name again.

                              If the user does not exist, the user is created on the domain.

                              Note    A single user with Configuration Manager credentials cannot be defined as both a "Supervisor" and a "Unified ICM/CCE/CCH user". The following error occurs in such case: "User XXX in YYY Domain exists as an ICM user or is already a Supervisor. Please select another user." To circumvent this limitation, create two records for this user with the same basic username, but with a different role appended to each (for example, for user1 create user1.supervisor and user1.icm).

                              A user who is defined as a supervisor agent can access and use the Supervisor Desktop, Agent Re-skilling Web Tool. Supervisors can also add and remove members of their teams.

                              Supervisor login password. Enter the Active Directory User password for the account of the selected supervisor agent.

                              Description. Enter an optional description for the supervisor.

                              Step 3   Click Save.

                              Create agent teams

                              You can group individual agents into agent teams that supervisors can manage. Agent teams are assigned to specific peripherals, so you must assign all agents of a given team to the same peripheral. You assign agents individually to agent teams.

                              When configuring agent teams, be aware of the following rules:

                              • An agent can be a member of only one agent team.
                              • An agent team can have only one Primary Supervisor.
                              • A supervisor can be a supervisor of any number of agent teams.
                              • A supervisor for an agent team can also be a member of that agent team.
                              • All agents belonging to an agent team and all supervisors for that agent team must be on the same peripheral.
                              Procedure
                                Step 1   From the Configuration Manager, select Configure ICM > Peripherals > Agent Team > Agent Team List.
                                Step 2   Click Retrieve and then Add to add a new agent team.
                                Step 3   Click the Attributes tab and enter values in the following fields:

                                Name. Enter an enterprise name for the agent team that is unique within the enterprise.

                                Peripheral: Enter the name of the agent team peripheral. You can select the name from the drop-down list.

                                Supervisor Script Dialed Number: Select a dialed number for the agent team from the drop-down list. If you have not created a supervisor script, select the default, "none". When you create the script, return to this screen and enter the dialed number for the script.

                                Description: Enter additional information about the agent team.

                                Step 4   Click the Members tab and click Add.
                                Step 5   Choose the agents that you to assign to the team and click OK.
                                Step 6   Click the Supervisor tab and choose the supervisor from the Primary Supervisor drop-down list.
                                Step 7   To add a secondary supervisor, click the Add button and select a secondary supervisor from the list. Click OK.
                                Step 8   Click Save and then click Close.

                                Configure Network VRUs

                                Use the Configuration Manager tool to configure Network VRUs.

                                After you configure a Network VRU and VRU scripts, you can use the Script Editor to write a routing script to send a call to the VRU and invoke a specific VRU script.

                                See Scripting and Media Routing Guide for Cisco Unified ICM/​Contact Center Enterprise & Hosted for more information.

                                Create Network VRU target
                                Procedure
                                  Step 1   Within the Configuration Manager, select Tools > Explorer Tools > Network VRU Explorer.

                                  The Network VRU Explorer window appears.

                                  Step 2   In the Network VRU Explorer window, click Retrieve to enable Add Network VRU .
                                  Step 3   Click Add Network VRU.

                                  The Network VRU property tab appears.

                                  Step 4   Complete the Network VRU property tab. The Name and Type fields are required. All other fields are optional. For additional information refer to the online Help.
                                  Step 5   Click Save to apply your changes.

                                  Define Network VRU label

                                  You must associate all VRU Types (except Type 6) with a Network VRU label.

                                  Procedure
                                    Step 1   In the Network VRU Explorer window, click Retrieve and select the Network VRU you want to add the label to.

                                    The Label property tab appears.

                                    Step 2   Complete the Label property tab. The Routing client, Label, and Label type fields are required. All other fields are optional. For additional information refer to the online Help.
                                    Step 3   Click Save to apply your changes.

                                    Set default Network VRU and range of correlation numbers

                                    For Network VRUs, you must use the System Information dialog to define a range of correlation IDs so the system software can communicate with the VRU about the call.

                                    Procedure
                                      Step 1   Within the Configuration Manager, select Tools > Miscellaneous Tools > System Information.

                                      The System Information window appears.

                                      Step 2   In the System Information window, select the Default Network VRU.
                                      Step 3   Enter the Minimum Correlation Number.
                                      Step 4   Enter the Maximum Correlation Number. For additional information refer to the online help.
                                      Step 5   Click Save to apply your changes.

                                      Configure scripts

                                      Network VRU scripts

                                      VRU scripts differ from routing scripts. A configured VRU script runs only when the Unified CCE instructs it to do so from a routing script. A VRU script on the Unified CCE is the configured record for the VRU script that resides on the VRU system. A VRU script executes to collect digits, play hold music, or perform many other common IVR functions.

                                      After you configure the VRU scripts, you can use the Script Editor to write a routing script to send a call to the VRU and invoke a specific VRU script.

                                      For deployments that include the Unified CVP, use the Translation Route to VRU node to send calls to the Network VRU and invoke IVR scripts. Do not use Translation Route to VRU node for deployments that use the Unified CCE System PG. Instead, use any one of Queue to Skill Group or Send to VRU nodes.

                                      Routing and administrative scripts

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

                                      An administrative script runs periodically to perform a task, such as setting variables.

                                      Configure Network VRU scripts
                                      Procedure
                                        Step 1   From the Configuration Manager, select Tools > List Tools > Network VRU Script List.

                                        The Network VRU Script List dialog box opens.

                                        Step 2   Click Retrieve and then click Add.
                                        Step 3   On the Attributes tab, enter the configuration information for the VRU script as follows:

                                        Network VRU. Specify the Network VRU with which this script should be associated.

                                        VRU Script Name. Enter script name; for example, BasicQ.

                                        Name. Enter the script file name; for example, BasicQ.aef

                                        Timeout [seconds]. Enter 180.

                                        Configuration param. Leave blank.

                                        Customer. Choose the same Unified CCE customer you chose for call type from the drop-down list.

                                        Step 4   Check the Interruptible check box.
                                        Step 5   Click Save and the click Close.

                                        Troubleshoot Network VRU scripts

                                        If a timeout occurs on a VRU script, it is possible that the Router does not notify the VRU PIM that a timeout has occurred. Because the VRU PIM is not informed of the problem, it does not notify the VRU to cancel the script.

                                        At this point, the options for script flow include the following:

                                        • The failure path in the Router script sends the call to a label, the VRU PIM gets a Connect and, if the IVR supports it, generates a Cancel message. This is the most common result.
                                        • Before the Router picks a label, the VRU script completes and the VRU sends a Script Result message to the Router. The Router then sends a Dialogue Failure Event because it is not expecting a Script Result. This is the next most common result.
                                        • The failure path in the Router script tries to run another VRU script. This is not a common result.

                                        Currently, the best resolution to this problem is to use longer time-outs or create shorter VRU scripts. Be aware that the failure exit from the Run VRU Script node is a problem that you may need to resolve.

                                        VRU error checking

                                        A special call variable VruStatus, allows you to check the result of the last IVR node (Send To VRU/Translation Route to VRU/Run VRU Script) that the Unified CCE processed. The following table lists the values for this variable.

                                        Value

                                        Meaning

                                        Description

                                        0

                                        VRU_SUCCESS

                                        The last VRU node was successful.

                                        1

                                        VRU_ERROR

                                        The last VRU node failed because of a routing or configuration error.

                                        2

                                        VRU_TIMEOUT

                                        The last Send To VRU or Translation Route to VRU node failed because the routing client did not respond within 20 seconds or the last Run VRU Script node failed because the timeout limit defined for the script expired.

                                        3

                                        VRU_ABORTED

                                        The last VRU node did not complete because the caller hung up or was otherwise lost. (Because this causes the routing script to terminate immediately, this value is never seen.)

                                        4

                                        VRU_DIALOG_FAILED

                                        The last VRU node failed because communication with the VRU ended unexpectedly.

                                        5

                                        VRU_SCRIPT_NOT_FOUND

                                        The VRU failed because the referenced VRU script was not found in the Unified CCE configuration.

                                        Configure routing and administrative scripts

                                        After you complete your Unified CCE configuration, you can write routing scripts and administrative scripts. You create, maintain, and monitor these scripts using the Script Editor.

                                        Configure agent or device targets


                                        Note


                                        Device targets are deprecated. Use Agent Targeting Rules instead.


                                        Configure Agent Targeting Rules

                                        The Agent Targeting Rules (ATR) configures call routing by specifying the agent extension range, instead of configuring Device Targets and Labels for every phone/Routing Client. This simplifies the call routing configuration for the Agent PGs. Also, this feature reduces the amount of memory used by the Router because a large number of Device Targets and Labels are replaced by a few rules. ATRs are therefore, the preferred method for installation.

                                        Before You Begin

                                        You must configure the PGs and routing clients before you configure the Agent Targeting Rules.

                                        Procedure
                                          Step 1   From the Configuration Manager, choose one of the following:
                                          • Configure ICM > Targets > Device Target > Agent Targeting Rule.
                                          • Tools > List Tools > Agent Targeting Rule.

                                          The ICM Agent Targeting Rules dialog box opens.

                                          Step 2   Click Retrieve.
                                          Step 3   Click Add.
                                          Step 4   Enter a name for the rule.
                                          Step 5   Select a peripheral where the rule will be associated.
                                          Step 6   Select the rule type:
                                          • Agent Extension

                                          • Substitute Agent Extension: Enter the agent extension prefix and agent extension length.

                                          • Translation Route: Select a Translation Route.

                                            For the Translation Route option, you must also configure the Translation Route DAIS as dialed numbers associated with the target agent's peripheral routing client in Unified CCE. You must map the dialed numbers to the route points that are configured in Unified Communications Manager and associated with the JTAPI user. This is necessary to complete the Translation Route Rule.

                                          Step 7   Select one or more routing clients that can initiate the route request.
                                          Step 8   Enter the agent's extension range.
                                          Step 9   Click Save.
                                          Step 10   Test the rule configuration by routing calls from each routing client to each agent extension you defined. If you defined a range, simplify the test by testing the lower and the upper limits of the agent extension, and a sampling of the extensions in between the range limits.

                                          Configure device targets and labels

                                          Note


                                          Device targets are deprecated. Use Agent Targeting Rules instead.


                                          A device target is a telephony device that can be uniquely addressed by a telephone number. If you use device targets, you configure a device target for each IP telephone that an agent uses. A device target is not associated with any one peripheral. Each device target must have one or more associated labels, although only one label may exist per routing client. The Unified CCE uses the device target to locate the label that routes a call to a Unified CCE agent.

                                          An agent is dynamically associated to a device target at the time the agent logs in to a peripheral. The agent log-in request specifies the device target, or targets, to be associated with the agent. The association between the agent and the device target lasts until the agent logs out of the peripheral.

                                          After you configure device targets, you can verify that you have configured agents properly in the Unified CCE by placing an Agent to Agent call. This test verifies your installation and configuration of the JTAPI client, CTI OS, and agents in the Unified CCE. To verify agent configuration, you must log in as an agent and then make a call to another agent. Calling another agent requires that you use the agent ID and not the phone number of the instrument.

                                          You configure each IP phone in the Unified CCE as a device target. You can configure only one extension on the phone as a device target. You can configure additional extensions on the phone, but Unified CCE does not operate with those extensions. So, no monitoring or control of those additional extensions is possible. Unified CCE provides call treatment for ring no answer (RONA). So, you do not configure call forwarding on ring-no-answer in the Unified Communications Manager configuration for the phones. Unless call center policy permits warm (agent-to-agent) transfers, the Unified CCE extension also should not be published or dialed by anyone directly, and only Unified CCE should route calls to this phone extension.

                                          At agent login, the agent ID and phone extension are associated, and this association is released when the agent logs out. This feature allows the agent to log in to any agent phone. At agent login, the Unified Communications Manager PIM requests the Unified Communications Manager to begin monitoring the agent phone and to provide device and call control for that phone. Each phone must be mapped to the Unified CCE JTAPI user ID in order for the agent login to be successful.

                                          Configure device targets

                                          Note


                                          You do not have to configure device targets if your deployment uses a Unified CCE System PG. Device targets are deprecated. Use Agent Targeting Rules instead.


                                          Procedure
                                            Step 1   From the Configuration Manager, select Configure ICM > Targets > Device Target > Device Target Explorer. The Device Target Explorer window opens.
                                            Step 2   Click Retrieve and then click Add Device Target.

                                            The Device Target tab opens.

                                            Step 3   In the Device Target tab, enter values in the following fields:

                                            Name. Enter an enterprise name for the target. This name must be unique among all device targets in the enterprise.

                                            Global Address. A unique identifier. You can use the global address field to enforce validation that the agent desktop and agent phone are at the same IP Address for media terminated agent desktops, including the Unified CCE agent. The decimal format for an IP address is xxx.xxx.xxx.xxx. For example: 128.127.500.224. If you are not validating the IP address of an agent desktop and agent phone, then the global address can be any unique string.

                                            Note   

                                            Entering an IP Address for an Unified CCE agent that uses an IP hard phone prevents agent log in.

                                            Config Parameters. Use this field to enter any specific configuration parameters you may require:

                                            – /devtype (CiscoPhone)

                                            – /dn (full phone number) /ext (extension)

                                            The Unified CCE gives this string to the Unified Communications Manager to initialize the device.

                                            Using the extension (ext) may be optional, depending on your environment. In most cases, using the dialed number (DN) is sufficient. The DN must start with a number 1 through 9 (0 is not allowed), and the extension length must match the length that you indicated in the Unified Communications Manager Peripheral Gateway Setup.

                                            Description. Enter a description of the device. This is an optional field used to provide additional information about the device.

                                            Step 4   Click Save.

                                            Configure labels

                                            Note


                                            If your deployment uses a Unified CCE System PG, you do not have to configure labels.
                                            Procedure
                                              Step 1   In the Device Targets Explorer window, select the target (service) for which you are creating the label and click Add Label.
                                              Step 2   In the Label tab, enter values in the following fields:

                                              Routing Client. Select the enterprise name of the routing client that can receive the label. Configure a label for each type of Unified CCE routing client, including the interexchange carriers, NICs, Network VRUs, and post-routing PGs.

                                              Label. Enter the literal string of characters to be returned to the routing client.

                                              Label Type. Enter the label type. The label type for the Unified CCE is Normal.

                                              Customer. Choose the customer (Unified CCE Instance) from the drop-down list.

                                              Description. Enter optional information about the label.

                                              Step 3   Click Save.

                                              The Unified CCE generates a unique value for the Label Name list after you save the attributes. Repeat this procedure for any additional labels.

                                              Configure translation routes

                                              Use the Translation Route wizard to configure the translation routes for the Unified Communications Manager and VRU peripherals. This wizard automates the correct associations with peripheral targets, labels, and routes.


                                              Note


                                              Run the Translation Route Wizard only if your Unified CCE solution uses Unified CVP.
                                              Procedure
                                                Step 1   In the Configuration Manager, select Tools > Wizards > Translation Route Wizard.

                                                The Translation Route Wizard introductory dialog box opens.

                                                Step 2   Click Next.

                                                The Acquire Lock and Select Configuration Task dialog box opens.

                                                Step 3   Select Create New.
                                                Step 4   Click Next.

                                                The Define Translation Route dialog box opens. The graphic on the left of the dialog box shows the entities you are defining while using the Translation Route Wizard.

                                                Step 5   Enter a long and short name for the translation route and, optionally, a description (the short name is used in forming target names).
                                                Step 6   Click Next.

                                                The Select Configuration dialog box opens.

                                                Step 7   Choose the single peripheral, single routing client configuration from the drop-down list.

                                                The graphic changes to show the configuration you select.

                                                Step 8   Click Next.

                                                The Select Peripheral Gateway, Peripherals, and Services dialog box opens.

                                                Step 9   Enter values for the following fields:

                                                Peripheral Gateway. Choose the gateway target for the translation route.

                                                Peripheral. Choose the single peripheral or the peripheral to route calls to.

                                                Service/Service Array. If the translation route is associated with a single peripheral, choose the service associated with the translation route. If the translation route is associated with multiple VRUs, then select a service array.

                                                Step 10   Click Next.

                                                The Select Routing Clients and Dialed Numbers dialog box opens. Use this dialog box to specify the Unified Communications Manager peripheral (or VRU peripheral) as the routing client from which translation routed calls originate. For the Unified CCE the dialed number string is not applicable.

                                                Step 11   Click Next.

                                                The Select Network Trunk Groups for Routing Clients dialog box opens. Choose at least one network trunk group to be used in peripheral targets associated with the translation route.

                                                Step 12   Choose a routing client, select a network trunk group value for it, and click Add.

                                                The Network Trunk Group appears in the list at the bottom of the dialog box.

                                                Step 13   Click Next.

                                                The Configure DAIS dialog box opens.

                                                Step 14   Use this dialog box to specify the DAIS values that map to route points on the VRU. Do one of the following (either a or b:
                                                1. To enter a specific DAIS value, click Add DAIS and enter the value.
                                                2. To add a range of DAIS values, typically required by a translation route, click Add DAIS Range.

                                                  A dialog box prompts you to enter a starting and ending DAIS value. The Translation Route Wizard automatically generates the DAIS values in the range.

                                                Step 15   Click Next.

                                                The Configure Label dialog box appears.

                                                Step 16   16. Use this dialog box to define a label that maps to the DAIS/CTI route points. A label consists of a prefix and a suffix. Each DAIS value requires a unique label. Do one of the following:
                                                1. Enter prefixes and suffixes individually.
                                                2. Use the buttons in this dialog box to set a range of values or to base the prefix or suffix values on the DAIS values.
                                                Step 17   Click Next.

                                                The Wizard Complete dialog box opens.

                                                Step 18   Click Create Translation Route to create the translation route and its associated entities.

                                                First, the Translation Route Wizard displays a success message and then the dialog box appears.

                                                Step 19   Do one of the following:
                                                1. To see details about the translation route you just created, click Run Report.
                                                2. To return to the beginning of the Translation Route Wizard and perform a new task, select Start New Task and click Finish.
                                                3. To exit the Translation Route Wizard, click Finish.


                                                Note


                                                You can also use the Translation Route Explorer to create a translation route or to modify a translation route that you created with the Translation Route Wizard. Select Configuration Manager > Tools > Explorer Tools > Translation Route Explorer.

                                                Configure skill groups or precision routing

                                                Skill groups are collections of agents that share a common set of skills. Skill groups are associated with a peripheral and are members of Services. You can associate agents with one or more skill groups.

                                                To configure skill groups, you create skill groups, add the skill groups to services as members, and assign agents to one or more skill groups.

                                                Precision routing offers an alternative to skill group routing. Using Unified CCE scripting, you can dynamically map the precision queues to direct a call to the agent who best matches the caller's precise needs.

                                                To configure precision routing, you create attributes, assign attributes to agents, create precision queues, and create routing scripts.

                                                Configure skill groups
                                                Add skill groups

                                                You configure skill groups to group agents with similar skills. You can associate agents with one or more skill groups. Skill groups are associated with a specific Unified Communications Manager PIM. You can group skill groups from multiple PIMs into Enterprise Skill Groups. You can direct calls to (routed to) Enterprise Skill Groups to share the load across multiple call centers or Unified Communications Manager installations. You can do reporting on Enterprise Skill Groups.

                                                Agents are assigned one or more skills by associating the agent with the desired skill group.

                                                After you create services and skill groups, you associate one or more skill groups with a service by making them members of that service.

                                                A default skill group is created automatically when you create system PGs. The default skill group acts as a bucket to capture information about calls not routed by Unified CCE. (A call placed directly to an agent extension is an example of such a scenario.) If you deploy multichannel applications in your Unified CCE system, default skill groups are created for each Media Routing Domain that you configure.


                                                Note


                                                An agent must be assigned to at least one skill group to log in.
                                                Procedure
                                                  Step 1   From the Configuration Manager, select Configure ICM > Peripherals > Skill Group > Skill Group Explorer. The Skill Group Explorer dialog box opens.
                                                  Step 2   In the Select filter data section, select the peripheral from the drop-down list:
                                                  Step 3   Click Retrieve and then click Add Skill group to add a new skill group for the selected peripheral.
                                                  Step 4   Click the Skill Group tab and enter values for the following:

                                                  Media Routing Domain. Use Cisco_Voice for agents that do not use other media. For more information, see the Cisco Unified Web & E-Mail Interaction Manager System Administration Guide.

                                                  Peripheral Number. Enter the skill group number as known by the peripheral. This value must be unique among all skill groups for the peripheral, but does not need to be unique across peripherals.

                                                  Peripheral Name. Enter the local name for the skill group. This value must be unique among all skill groups for the peripheral, but does not need to be unique across peripherals.

                                                  Name. The Configuration Manager generates the value for this field. This value is a unique name for the skill group made up of a default value from the peripheral enterprise name and the skill group peripheral name.

                                                  Available Holdoff Delay. For the Unified CCE peripheral type, set this field to 0.

                                                  Priority. This field is read-only and defaults to 0.

                                                  Extension. Leave blank for the Unified CCE peripheral type.

                                                  ICM picks the agent. Check this check box.

                                                  Step 5   Click Save and then click Close.
                                                  Step 6   Repeat this procedure for any additional skill groups.

                                                  Assign skill groups as service members

                                                  To make a skill group a member of a service, you establish mappings of skill groups to services. Each skill group can be mapped to zero, one, or more services. Each service can have zero, one, or more skill group members.

                                                  Procedure
                                                    Step 1   From the Configuration Manager, choose Configure ICM > Peripherals > Service > Service Explorer. The Service Explorer dialog box opens.
                                                    Step 2   Click Retrieve.
                                                    Step 3   Click the service that directs the skill group and then click the Service Members tab.
                                                    Step 4   On the Service Members tab, click Add to associate a skill group with the service.
                                                    Step 5   Click OK.
                                                    Step 6   Click Save and then click Close.
                                                    Step 7   Repeat this procedure for each skill group you want to associate with a service.

                                                    Assign agents to skill groups

                                                    Agents must be assigned to at least one skill group in order to log in. You can assign agents to the most appropriate skill groups according to their talents and skills to ensure that the most appropriate agent for a request responds to the customer.

                                                    Procedure
                                                      Step 1   From the Agent Explorer dialog box, choose the Skill Group Membership tab.
                                                      Step 2   From the Skill group name list, select the skill groups to which you want this agent assigned.
                                                      Step 3   Click Add. The Add Skill Group Membership box opens, showing the skill groups to which the agent has been assigned.
                                                      Step 4   Click OK.
                                                      Step 5   Click Save and then click Close on the Agent Explorer dialog box.
                                                      Step 6   Repeat this procedure to assign additional agents to skill groups.


                                                      Note


                                                      You can remove agents from the Skill Group tab if necessary by selecting the agent and clicking Remove, then Save.

                                                      Configure precision routing

                                                      To configure precision routing, use the Unified CCE Web Administration application, which links to various precision routing gadgets. To access the application, click the CCE Web Administration shortcut on your desktop, or copy the following URL into your browser: https://distributor ip/cceadmin.

                                                      For more information on precision routing, see the Cisco Unified Contact Center Enterprise Features Guide at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​products_​feature_​guides_​list.html

                                                      Add attributes
                                                      Procedure
                                                        Step 1   Navigate to Unified CCE Administration Manage > Agent > Attributes.
                                                        Step 2   In the List of Attributes window, click New.
                                                        Step 3   Complete the following fields.
                                                        Field Required? Description
                                                        Department yes (for departmental administrators)

                                                        A departmental administrator must select one department from the departments popup list to associate with this attribute. The list shows all of this administrator's departments.

                                                        A global administrator can leave this field set to the default, which sets the attribute as global (belonging to no departments). A global administrator can also select a department for this attribute.

                                                        Name yes

                                                        Type a unique attribute name. For example, to create an attribute for mortgage insurance, type "mortgage".

                                                        Description yes Enter a maximum of 255 characters to describe the Dialed Number String.
                                                        Type yes Select the type: Boolean or Proficiency.
                                                        Default yes Select the default (True or False for Boolean, or a number from 1 to 10 for Proficiency).
                                                        Step 4   Click Save.

                                                        Search for Agents

                                                        The Search field in the Agents tool offers an advanced and flexible search.

                                                        Click the + icon at the far right of the Search field to open a popup window, where you can:

                                                        • Select to search for agents only, supervisors only, or both.
                                                        • Enter a username, agent ID, first or last name, or description to search for that string.
                                                        • Enter one or more team names separated by spaces. (Team is an OR search--the agent or supervisor must be a member of one of the teams.)
                                                        • Enter one or more attribute names separated by spaces. (Attributes is an AND search--the agent or supervisor must have all attributes.)
                                                        • Enter one or more skill group names separated by spaces. (Skill Groups is an AND search.)
                                                        • Select departments, with options for Globals and Departments, Globals only, or Departments only. Selecting Globals and Departments or Departments only enables an input field where you can enter a space-separated list of department names. (Departments is an OR search.)

                                                          Note


                                                          Search by department is enabled only when departments are configured.


                                                        Assign attributes to agents
                                                        Procedure
                                                          Step 1   With the selected agent displayed, click the Attributes tab.
                                                          Step 2   Complete the Attributes tab:

                                                          This tab shows the attributes associated with this agent and their current values. If the agent has no attributes, the Name field shows "No Items Found" and "No Items".

                                                          Click Add to open a popup list of all attributes, showing the name and current default value for each.

                                                          1. Click the attributes you want to add for this agent.
                                                          2. Set the attribute value as appropriate for this agent.
                                                          3. Click Save to return to the List window, where a message confirms the successful creation of the agent.

                                                          To enter or change fields in the other tabs, click those tabs.


                                                          Add precision queue
                                                          Procedure
                                                            Step 1   Navigate to Unified CCE Administration Manage > Agent > Precision Queues.

                                                            This opens a List of Precision Queues window showing all precision queues that are currently configured.

                                                            Step 2   Click New to open the New Precision Queue window. Complete the fields.
                                                            Name Required? Description
                                                            Department yes (for department administrators only)

                                                            A departmental administrator must select one department from the department popup list to associate with this precision queue. The list shows all of this administrator's departments.

                                                            A global administrator can leave this field set to the default, which establishes the precision queue as global (belonging to no departments). A global administrator can also select a department for this precision queue.

                                                            When an administrator selects a department for the precision queue, the popup lists for attributes and bucket intervals show global objects and objects in that department.

                                                            When an administrator changes the precision queue department, selections for bucket intervals and attributes are cleared if the selections do not belong to the new department or the global department.

                                                            Description no Enter up to 255 characters to describe the precision queue.
                                                            Service Level Type yes

                                                            Select the service level type used for reporting on your service level agreement.

                                                            Service level type indicates how calls that are abandoned before the service level threshold affect the service level calculation. This is a drop-down menu that defaults to Ignore Abandoned Calls, and includes these options:

                                                            • Ignore Abandoned Calls: Select this option if you want to exclude abandoned calls from the service level calculation.
                                                            • Abandoned Calls have Negative Impact: Select this option if you want only those calls that are answered within the service level threshold time to be counted as treated calls. The service level is negatively affected by calls that abandon within the service level threshold time.
                                                            • Abandoned Calls have Positive Impact: Select this option if you consider a call that is abandoned within the service level threshold time as a treated call. With this configuration, abandoned calls have a positive impact on the service level.
                                                            Service Level Threshold yes

                                                            Enter the time in seconds that calls are to be answered based on your service level agreement.

                                                            The time that you enter in this field is used to report on service level agreements and does not affect how long a call remains in a precision queue. The length of time a call remains in a step is determined by the wait time for each individual step.

                                                            Agent Order yes

                                                            Select an option to determine which agents receive calls from this queue.

                                                            The ordering of agents does not dictate the agents who are selected into a Precision Queue step. Agents are included or excluded based on the conditions specified for the step.

                                                            • Longest Available Agent (default): The default method of agent ordering for a precision queue. The call is delivered to the agent who has been in the available (or ready) state the longest.
                                                            • Most Skilled Agent: The call is delivered to the agent who has the highest competency sum from all the attributes pertinent to the Precision Queue step. In an agent-rich environment, this can mean that more competent agents would be utilized more than less competent agents.
                                                            • Least Skilled Agent: The call is delivered to the agent who has the lowest competency sum from all the attributes pertinent to the Precision Queue step.
                                                            Bucket Intervals no

                                                            Select the bucket interval whose bounds are to be used to measure the time slot in which calls are answered.

                                                            To select a different bucket interval:

                                                            1. Click the magnifying glass icon to display Select Bucket Intervals.
                                                            2. Click a link to make a selection and close the list.
                                                            Step 3   Click the numbered Step Builder link (Step 1, Step 2, and so on) to open the Step Builder popup window.
                                                            Step 4   When you have finished adding, click Save.

                                                            Consider If Formula for Precision Queue

                                                            If you are not on the last step of the precision queue, then you can enter a Consider If formula for that step. A Consider If formula evaluates a call (within a step) against additional criteria. Each time a call reaches a step with a Consider If expression, the expression is evaluated. If the value for the expression returns as true, the call is considered for the step. If the value returns as false, the call moves to the next step. If no expression is provided for a step, the step is always considered for calls.

                                                            To add a Consider If formula, type the formula into the Consider If box. Alternatively, you can use the Script Editor to build the formula and then copy and paste it into the Consider If box. Objects used in Consider If formulas are case-sensitive. All Consider If formulas that you add to a precision queue must be valid. If you add an invalid formula, you cannot save the precision queue. To ensure that the formula is valid, use Script Editor to build and validate the formula.

                                                            Only the following scripting objects are valid in a Consider If formula:
                                                            • Call
                                                            • PQ
                                                            • Skillgroup
                                                            • ECC
                                                            • PQ Step
                                                            • Call Type
                                                            • Custom Functions (You can create custom functions in Script Editor.)

                                                            It is possible that a valid Consider If formula can become invalid. For example, if you delete an object used in the formula after you create or update the precision queue, the formula is no longer valid.

                                                            Consider If Formula Examples

                                                            • PQ.PQ1.LoggedOn > 1--Evaluates whether there is more than one agent logged in to this queue.
                                                            • CallType.CallType1.CallsRoutedToday > 100--Evaluates whether more than 100 calls of this call type were routed today.
                                                            • PQStep.PQ1.1.RouterAgentsLoggedIn > 1--Evaluates whether there is more than one router agent logged in to this queue for Step 1.
                                                            • CustomFunction(Call.PeripheralVariable1) > 10--Evaluates whether this formula using a custom function returns a value greater than 10.
                                                            Build Precision Queue Steps

                                                            Every precision queue must have a step, and every step must have an Expression. An Expression is a collection of attribute terms.

                                                            Procedure
                                                              Step 1   Enter all required fields for the new precision queue.
                                                              Step 2   Click the numbered step link in the Steps panel (Step 1, Step 2, and so on).

                                                              This opens a step number window.

                                                              Step 3   Build the first step as follows.
                                                              1. Bypass the Consider if and Wait for fields. They are display-only on the first and last step of a precision queue. As soon as you create a second step, you can return to the first step and enter values for Consider if and Wait for.
                                                              2. Click the magnifying glass icon to the right of the Select Attribute field in the Expression 1 panel.
                                                              3. Select an attribute from the list.
                                                              4. Use the two Select fields to establish the terms of the attribute. Click the first Select field to choose an operator.
                                                                • For Boolean attributes, choices are the operators for Equal and Not Equal.
                                                                • For Proficiency attributes, choices are the operators for True, False, Less Than, Less Than or Equal To, Greater Than, and Greater Than or Equal To.
                                                              5. Click the second Select field to choose a value.
                                                                • For Boolean attributes, values are True and False.
                                                                • For Proficiency attributes, values are numbers from 1 to 10.

                                                                Your selection creates an attribute term for the Expression. At this point, the term will appear in the precision queue similar to this: [(Spanish == 10)]. The term is a requirement that the agent must be fluent in Spanish.

                                                              Step 4   To add a second attribute to the first Expression, click Add Attribute in the Expression 1 row.
                                                              1. Select AND or OR to establish the relationship between the first and second attributes.

                                                              2. Repeat steps 3b, 3c, and 3d.
                                                              Step 5   Continue to add attributes to Expression 1.

                                                              All attributes within an expression must be joined by the same logical operator. They must all be ANDs, or they must all be ORs.

                                                              Step 6   To add a second Expression, click the Add Attribute drop-down in the Expression 1 row and select Add Expression.
                                                              Step 7   Select AND or OR to establish the relationship between the first and second Expressions.
                                                              Step 8   Add attributes to Expression 2.
                                                              Step 9   Continue to add Expressions as needed.

                                                              In this example, a Spanish caller located in the Boston area needs an onsite visit from a technician to repair his ServerXYZ. An ideal agent should be fluent in Spanish and have the highest proficiency in ServerXYZ. This can be seen in Expression 1. Expression 2 allows us to specify that the selected agent must also be from either Boston or the New England area.

                                                              Step 10   When you have completed the step, click OK to add it to the precision queue.
                                                              Step 11   To build the next step, click the numbered step link in the Steps panel (Step 1).

                                                              Each successive step is prepopulated with the Expressions and attributes of its predecessor. Decrease the attribute qualifications and competencies in successive steps to lower the bar such that the pool of acceptable agents increases.

                                                              Step 12   When you have created all steps, you can open any step except the last and enter values in the Consider if and Wait for fields.
                                                              • Consider if is a formula that evaluates a call within a step against additional criteria.
                                                              • Wait for is a value in seconds to wait for an available agent. A call will queue at a particular step and wait for an available agent matching that step criteria until the number of seconds specified. A blank wait time indicates that the call will proceed immediately to the next step if no available agents match the step criteria. Wait time defaults to 0 and can take a value up to 2147483647.

                                                              Configure routes

                                                              The route is a value returned by a routing script that maps to a target or a peripheral. Those targets include services, skill groups, agents, translation routes, queue points, or CTI route points. The Unified CCE converts a route to a device target to direct to the request destination.

                                                              When you create a route, you associate the route with a service.

                                                              Procedure
                                                                Step 1   From the Configuration manager, choose Tools > Explorer Tools > Skill Group Explorer. The Skill Group Explorer dialog box opens.
                                                                Step 2   Click Retrieve.
                                                                Step 3   Choose the skill group for which you are creating the route.
                                                                Step 4   Click Add Route.

                                                                The Route tab opens.

                                                                Step 5   In the Route tab, enter information in the following fields:

                                                                Skill group priority. The value 0 indicates a base skill group. This is the default when there is only one skill group and there are no priorities.

                                                                Name. The enterprise name of the route.

                                                                Description. Enter an optional description of the route.

                                                                Service Name: The name for the service.

                                                                Step 6   Click Save.


                                                                Caution


                                                                When you break the association between a route and a peripheral, the Unified CCE removes the Route ID value from all peripheral targets that reference that route.

                                                                Perform bulk configuration

                                                                Access Bulk Configuration Tools
                                                                Procedure
                                                                  Step 1   Double-click Configuration Manager in the Administration Data Server group or the Administration Client group.
                                                                  Step 2   In the Menu selection box, select Tools > Bulk Configuration.
                                                                  Step 3   From the submenu selection list, select Insert if you need to insert data or Edit if you need to edit.
                                                                  Step 4   In the next menu selection list, select the type of table with which you need to work.

                                                                  Add New Records

                                                                  You can add records by inserting multiple blank rows (records) and filling in the data or by importing the data.

                                                                  You can also edit the data you insert when you insert it.

                                                                  Insert new records

                                                                  To insert a new record:

                                                                  Procedure
                                                                    Step 1   In the Bulk Configuration > Insert menu, select the name of the data table to which you want to add records. The appropriate Insert window opens, automatically displaying one new row.
                                                                    Step 2   To create additional rows, enter the number of additional rows in the Quantity field and click Insert. The additional rows are added in the Insert window.
                                                                    Step 3   Enter the data in the rows:
                                                                    1. If you want to edit individual fields in the new rows, type the information you want in each of the fields and skip to Step 8.
                                                                    2. If you want to edit a column in multiple rows so that a range of values is entered, continue to Step 4.
                                                                      Note   

                                                                      For other ways of entering data into multiple rows, see Edit range of data

                                                                    Step 4   Select the rows in the column you want to modify.
                                                                    Step 5   Click Edit Range. The Edit Range dialog appears.
                                                                    Step 6   Enter a prefix (optional), the start value for the range, and a suffix (optional). The generated values are listed in the dialog.
                                                                    Step 7   Click OK to close the Edit Range dialog and apply the values to the column you selected.
                                                                    Step 8   When you have finished setting fields in the new rows, press Enter to apply your changes to the Unified CCE database.
                                                                    Note    You can leave empty rows, the system ignores them. No changes are made to the database until you press Enter.

                                                                    Import data

                                                                    You can import data from a specified text file into the opened database table. You can import whole records or only columns of data if the data matches (see Step 3 of the following procedure). If any error occurs during the import process, the process is cancelled.

                                                                    Procedure
                                                                      Step 1   In the Insert or Edit window, click Import.
                                                                      Step 2   In the Import dialog, click File.
                                                                      Step 3   In the File Open dialog, select the file containing the data you want to import and click Open.

                                                                      The Import File Data area displays the first few lines of the opened file.

                                                                      • When importing data in the Edit mode, the following rules apply:
                                                                        • The Bulk Configuration tool reads only those records whose primary key values match those of records in the Edit window. If a record does not match the primary key value, the record is considered to be an error and a message box with the primary key value pops up to ask you to correct the problem.
                                                                        • If any field in the import record is null, the corresponding field value in the grid window become blank for an edit cell or uses the default value for a drop-down list cell.
                                                                        • If any field is missing in the import file, the corresponding field in the Edit window remains unchanged.
                                                                        • If there is a larger number of records in the file to be imported than the number of rows in the grid, it is considered as an error and a message box pops up asking you to correct it.
                                                                        • If there is a duplicated primary key in the file to be imported, it is considered as an error and a message box with the duplicated primary key value pops up asking you to correct it.
                                                                        • After importing, all records imported (including records marked for deletion in the grid) are marked as "Changed" regardless of whether the value is changed or not.
                                                                        • After importing, the records are displayed in index order (ordered by logical keys). If you did not sort before importing, the order appears the same after the import.
                                                                      • When importing data in the Insert mode, the following rules apply:
                                                                        • Only a single import is supported and any existing rows are removed from the grid. When you click Import, the following message box pops up if there is any record in the grid: All the existing data will be replaced by the data to be imported. If you want to retain the current data on the grid please click the Cancel button then save or export the existing data. Click the OK button to proceed with the importing.
                                                                        • After importing, all rows are marked as "New" and the ordering is the same as that in the file imported from.
                                                                        • In the Import Insert mode, the tool reads only those records whose primary key values are not presented. If the primary key field is selected for file to be imported, it is considered an error and a message box with the primary key field name pops up asking you to correct the problem.
                                                                        • If any field in the import record is null, the corresponding field value in the grid window becomes blank for an edit cell or uses the default value for a drop-down list cell.
                                                                          Note    If headers are included in the imported file, the Add and Remove buttons are not enabled and you can only import the record(s) as a whole. In that case, skip to Step 6.
                                                                      Step 4   If the imported data does not contain headers, in the Available Fields list box, select the names of the fields to import that match the data and click Add.
                                                                      Step 5   To change the order of the columns, select a column and move it within the list by clicking Up or Down.
                                                                      Step 6   Click OK. The data is imported into the data table.

                                                                      Data file format

                                                                      The import and export files used by the Bulk Configuration tool can optionally include a header that identifies the table and columns in the file. The header is followed by one line for each row of data.

                                                                      The following rules apply to file headers:

                                                                      • A line beginning with a number sign (#) is a comment and is ignored.
                                                                      • Blank lines are also ignored.
                                                                      • The header content is indicated by a line beginning with two underline characters and the word TABLE or COLUMNS. The following line contains the name of the table or the name of the columns. For example: __TABLE Call_Type __ COLUMNS CallTypeID EnterpriseName Description Deleted CustomerDefinitionID
                                                                      • All column names must be on a single line and are separated by Tab characters. The following rules apply to the data in the files:
                                                                        • One row of table data per line.
                                                                        • Column values must be in the same order in all rows. If columns are specified in the header, the columns in the data rows must be in the same order.
                                                                        • Column values are separated by a single Tab character.
                                                                        • Fields intentionally left blank must be represented by two adjacent Tab characters or a Tab character at the end of a line. On import, the default value is used for such a value.
                                                                        • String values may include spaces.
                                                                        • An error occurs on import if a line contains too few or too many values.

                                                                        Note


                                                                        A simple way to create the import file with a valid format is to use Excel and save the file as Text (Tab delimited) (*.TXT).
                                                                      Select data

                                                                      You can select whole records for importing, exporting, setting security, deleting, or undeleting. Or, you can select the same field in multiple records for simultaneous editing.

                                                                      Select records

                                                                      Click in the left-most numbered field in a row to select that row and highlight it. Click in any other field in a row to select the row but not highlight it.

                                                                      Select one field in multiple records

                                                                      You can select one edit-control field (when there is no section box in the field) in multiple records in any of the following three ways:

                                                                      • Click the field where you want to start and, keeping the left mouse button held down, move the cursor to the last field.
                                                                      • Click the field where you want to start. While holding down the Shift key, click the last field.
                                                                      • Click the field where you want to start. While holding down the Shift key, click the down arrow to select.
                                                                      • Press Ctrl, then click on each field you wish to select. This allows you to select a discontinuous group of fields.
                                                                      Edit range of data
                                                                      You can edit a range of data in a table column in three ways:
                                                                      • Apply a single value to a range of edit-control fields

                                                                      • Apply a single value to a range of selection-box fields

                                                                      • Apply a range of values to a range of fields

                                                                      Apply a Single Value to a Range of Edit-Control Fields

                                                                      An edit-control field is one you can edit that does not contain a selection box.

                                                                      To apply a single value to a range of edit-control fields:

                                                                      Procedure
                                                                        Step 1   Make your selection: click the field where you want the range to start and, keeping the left mouse button held down, move the cursor to the last field in the range.
                                                                        Step 2   Type the new entry that you want to appear in all the fields.
                                                                        Step 3   Click Enter or Tab. This applies the change to all the records in the range and moves the focus to the next data field.

                                                                        Apply a Single Value to a Range of Selection-Box Fields

                                                                        To apply a single value to a range of selection-box fields:

                                                                        Procedure
                                                                          Step 1   Select the first field where you want the range to start.
                                                                          Step 2   Press the Shift key and hold it down for steps 3, 4, and 5.
                                                                          Step 3   Click the selection-box down arrow but keep the left mouse button held down and select the fields you want in the range.
                                                                          Step 4   Click the last field in the selection to display the selection list. You can also open the selection box by pressing Alt + an arrow key.
                                                                          Step 5   Click your selection.
                                                                          Step 6   Click Enter or Tab (or any other field). This applies the change to all the records and moves the focus to the next data field.

                                                                          Apply a Range of Values to a Range of Fields in a Column

                                                                          To apply a range of values to a range of fields in a column:

                                                                          Procedure
                                                                            Step 1   Select the range of fields in a database column. This enables the Edit Range button.
                                                                            Note    The Edit Range button does not work for selection-box fields.
                                                                            Step 2   Click Edit Range. The Edit Range dialog displays.
                                                                            Figure 1. Edit Range Dialog Box



                                                                            Step 3   In the Edit Range From field, enter the first number of the range.
                                                                            Step 4   In the Prefix and Suffix fields, you can optionally enter substrings to appear before or after each value. The Edit Range dialog lists the generated values.
                                                                            Note    When entering a numeric range, you may also enter leading zeros to ensure proper alignment (that is, 001 to 999).
                                                                            Step 5   Click OK. This applies the changes to the fields you selected in the Insert or Edit window.

                                                                            Configure Cisco Unified Intelligence Center

                                                                            Acquire license

                                                                            Procedure
                                                                              Step 1   To acquire the license file, go to the Cisco Product License Registration website at this URL: https:/​/​tools.cisco.com/​SWIFT/​Licensing/​PrivateRegistrationServlet.
                                                                              Step 2   If you do not have a Product Authorization Key (PAK), click the available licenses link.
                                                                              Step 3   Scroll to Unified communications and click Cisco Unified Intelligence Center.
                                                                              Step 4   Enter your MAC Address, accept the agreement, and enter your Registrant Information.

                                                                              The MAC Address appears online at the end of the installation. If you need to find the MAC Address again, follow these steps to obtain it:

                                                                              1. Sign in to the server node, using the credentials of the System Administration user.
                                                                              2. Enter this CLI command: show status.
                                                                              Step 5   Follow prompts to complete the registration windows.

                                                                              You will receive an email from Cisco that contains your license file as an attachment. The file format is *.lic.

                                                                              Step 6   Save the license file in a location where the System Application User can access it.
                                                                              Warning    Save a backup copy of this file. You can open a *.lic. file to look at it, but do not make any changes to it. Changing the file invalidates the license.

                                                                              Sign In to Administration Console

                                                                              Who can sign in to the administration console: The System Application User who is the default Superuser.

                                                                              To upload the license, you must sign in to the Unified Intelligence Center Administration Console. This is the OAMP interface for Unified Intelligence Center. The first person who signs in to the Administration application must do so using the user ID and password that were defined for the System Application User during the installation. This user is the initial Superuser for Unified Intelligence Center Administration.

                                                                              Procedure
                                                                                Step 1   Enter this URL: http://<HOST ADDRESS>/oamp, where HOST ADDRESS is the IP address or hostname of your Controller node.
                                                                                Step 2   Enter the System Application User ID and password that you defined during installation.

                                                                                Upload license

                                                                                After the license file is uploaded to the publisher node, within a minute, it is automatically replicated to all nodes in the cluster.

                                                                                Procedure
                                                                                  Step 1   In the Administration application, choose Cluster Configuration > License Management.
                                                                                  Step 2   Click Browse.
                                                                                  Step 3   Navigate to the location where the *.lic file was saved.
                                                                                  Step 4   Click Apply License to load the license.

                                                                                  A message appears indicating that the license file was uploaded successfully and will be distributed to other nodes (if any) in the cluster in approximately one minute.

                                                                                  Note    The databases are polled once a minute for changes. The license replication is not immediate but occurs within a minute.

                                                                                  Configure SQL user account

                                                                                  Procedure
                                                                                    Step 1   Launch Microsoft SQL Server Management Studio on the Unified CCE Administration Client workstation.
                                                                                    Step 2   Connect to the Side A Logger using the default credentials.
                                                                                    Step 3   Navigate to Security > Logins, right-click Logins and select New Logins.

                                                                                    You use this login when you configure the data sources for Cisco Unified Intelligence Center reporting.

                                                                                    Step 4   On the General Screen:
                                                                                    1. Enter the Login Name.
                                                                                    2. Select SQL Server authentication.
                                                                                    3. Enter and confirm the password.
                                                                                    4. Uncheck Enforce password policy.
                                                                                    Step 5   Navigate to the User Mapping Screen page and perform the following:
                                                                                    1. Check the databases associated with Side A and AWdb.
                                                                                    2. Choose each database and associate it with the db_datareader and public roles, and click OK.
                                                                                    Step 6   Repeat this procedure on the Side B Logger.

                                                                                    Configure data sources

                                                                                    To integrate Unified Intelligence Center with Unified CCE, you must configure the following two data sources:

                                                                                    • Unified CCE Historical data source—This data source is added by default to support the Unified CCE stock historical reports and Unified CCE User Integration. You must complete the Database Host, Database Name, and the Database User ID and Password fields for this data source and ensure that it is online before Unified CCE User Synchronization can occur.
                                                                                    • Unified CCE Realtime data source—This data source is added by default to support the Unified CCE stock real time reports. Complete the Database Host, Database Name, and the Database User ID and Password fields for this data source.

                                                                                    Depending on your environment, the Unified CCE Historical and Realtime data sources can point to the same machine.

                                                                                    You have the option to execute a CLI command to point each node to a unique IP Address for the Unified CCE Historical or Realtime data source. The command is set cuic-properties host-to-ip. For more information about the CLI, see Administration Console User Guide for Cisco Unified Intelligence Center.

                                                                                    To integrate Unified Intelligence Center with Unified CVP, you must add a Unified CVP data source.

                                                                                    A Unified Intelligence Center data source is also installed by default. This data source represents the Unified Intelligence Center database on the node that stores records for reports, dashboards, and users maintained on that node. This data is replicated across all nodes in the cluster. You can edit the description for this data source, but do not change other fields. The Unified Intelligence Center data source for each node is configured by default to point to that member.

                                                                                    Configure Unified CCE Data Sources

                                                                                    Placeholders for two Unified CCE data sources appear by default on the Data Sources page. These are the data sources for the data that populates the stock templates. Before you can run reports or can run Unified CCE User Integration, you must edit the parameters of these data sources to complete the configuration, including Database Host, Database port, Database Name, User ID and Password.

                                                                                    The two data sources—Unified CCE Historical and Unified CCE Realtime—contain the same information, but the Unified CCE Historical data source has a lower load volume and is used to gather data for most of the stock value lists and for Unified CCE User Integration.

                                                                                    Before you can run reports or can run Unified CCE User Integration, you must edit the Unified CCE Historical data source to complete the configuration for the Database Host Address, Database Name, IP Address, User ID, and Password.

                                                                                    Procedure
                                                                                      Step 1   From the Unified Intelligence Center Reporting application, click the Data Sources drawer in the left panel to open the Data Sources page.
                                                                                      Step 2   Select the Unified CCE Historical Data Source.
                                                                                      Step 3   Click Edit to open the Data Source Create/Edit page.
                                                                                      Step 4   Complete the fields for this data source. See the online help for guidance.
                                                                                      Step 5   Test the data source connection. Troubleshoot if necessary.
                                                                                      Step 6   Save the data source.
                                                                                      Step 7   Repeat steps 2 through 6 for the Unified CCE Realtime data source.

                                                                                      Create Data Source for Cisco Unified CVP Report Data

                                                                                      Similar to creating an Open Database Connectivity (ODBC) connection, this task is necessary to access the Unified CVP reporting data.

                                                                                      In Unified Intelligence Center, the user must perform this task with the System Configuration Administrator User Role.

                                                                                      Perform the following procedure to create a data source.

                                                                                      Procedure
                                                                                        Step 1   Log in to the Unified Intelligence Center at http://{hostname of CUIC Publisher}:8444/cuic.
                                                                                        Step 2   Select the Data Sources drawer to open the Data Sources page.
                                                                                        Step 3   Click Create to open an Add Data Source window.
                                                                                        Step 4   Complete fields on this page as follows:

                                                                                        Field

                                                                                        Value

                                                                                        Name

                                                                                        Enter the name of this data source.

                                                                                        Report Designers and Report Definition Designers do not have access to the Data Sources page but can see the list of Data Sources when they create custom reports. To benefit those users, give a new Data Source a meaningful name.

                                                                                        Description

                                                                                        Enter a description for this data source.

                                                                                        Type

                                                                                        Choose Informix.

                                                                                        Note   

                                                                                        Type is disabled in Edit mode.

                                                                                        Database Host

                                                                                        Enter the IP address or Domain Name System (DNS) name for the server.

                                                                                        Port

                                                                                        Enter the port number. Typically, the port is 1526.

                                                                                        Database name

                                                                                        Enter the name of the reporting database on the Unified CVP reporting server.

                                                                                        Instance

                                                                                        Specify the instance name of the desired database. By default, this is cvp.

                                                                                        Timezone

                                                                                        Choose the correct time zone for the data stored in the database. In locations that change from Standard Time to Daylight Savings Time, this time zone is updated automatically.

                                                                                        Database User ID

                                                                                        Enter the user ID of the Reporting User who is configured in the Operations Console to access the Unified CVP reporting database.

                                                                                        Password and Confirm Password

                                                                                        Enter and confirm the password for the database user.

                                                                                        Charset

                                                                                        Choose UTF-8.

                                                                                        Note   

                                                                                        If this field is not set correctly, the Unified Intelligence Center cannot connect.

                                                                                        Default Permissions

                                                                                        View or edit the permissions for this datasource for My Group and for the All Users group.

                                                                                        Step 5   Click Test Connection.

                                                                                        If the status is not Online, review the error message to determine the cause and edit the data source accordingly.

                                                                                        Step 6   Click Save to close the Add Data Source window.

                                                                                        The new data source appears on the Data Sources list.


                                                                                        Configure Unified Intelligence Center Administration

                                                                                        Complete the following procedure to configure Unified Intelligence Center Administration.
                                                                                        Procedure
                                                                                          Step 1   Sign in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
                                                                                          Step 2   Configure the Active Directory tab under Cluster Configuration > Reporting Configuration.
                                                                                          1. For Host Address for the Primary Active Directory Server, enter the IP address of the domain controller.
                                                                                          2. For Port, enter the port number for the domain controller.
                                                                                          3. Complete the Manager Distinguished Name fields that are required for the customer.
                                                                                          4. Enter and confirm the password with which the Manager accesses the domain controller.
                                                                                          5. For User Search Base, specify users and the domain name and any sub-domain names .
                                                                                          6. For Attribute for User ID, select sAMAccountName.
                                                                                          7. Add at least one domain for the UserName Identifier. Do not type the @ sign before the domain name.
                                                                                          8. Set a domain as the default.
                                                                                          9. Click Test Connection.
                                                                                          10. Click Save.
                                                                                          Step 3   Configure syslog for all devices.
                                                                                          1. Choose Device Management > Log and Trace Settings.
                                                                                          2. For each host address:
                                                                                            • Select the associated servers.
                                                                                            • In the Edit Serviceability Settings screen Syslog Settings pane, configure the Primary and Backup Host. Click Save.
                                                                                          Step 4   Configure SNMP for all devices.
                                                                                          1. Select Network Management > SNMP.
                                                                                          2. Navigate to SNMP and for each server add the following:
                                                                                            • V1/V2c Community Strings.
                                                                                            • Notification Destination.

                                                                                          Configure Cisco Unified Customer Voice Portal

                                                                                          Configure Unified CVP Server

                                                                                          Configure Network Card for Unified CVP
                                                                                          Procedure
                                                                                            Step 1   Choose Start and right-click Network.
                                                                                            Step 2   Select Properties. Then select Change Adapter Settings.
                                                                                            Step 3   Press Alt F from the Network Connections page to display the Advanced menu.
                                                                                            Step 4   From the Advanced menu choose Advanced Settings.

                                                                                            Set up Unified CVP Media Service IIS

                                                                                            To simplify Unified CCE scripting, do not define Cisco Unified CVP Media Server IIS in scripts.

                                                                                            Complete the following procedure on each of the CVP servers in the deployment.

                                                                                            Procedure
                                                                                              Step 1   Choose Start > Programs > Administrative Tools > Server Manager.
                                                                                              Step 2   Expand Roles in the left panel of the Server Manager window.
                                                                                              Step 3   Expand Web Server (IIS) and select Internet Information Services (IIS) Manager.
                                                                                              Step 4   Click the Hostname in the Internet Information Services Manager window.
                                                                                              Step 5   Under IIS, right-click Directory Browsing and select Open feature.
                                                                                              Step 6   Click Enable on the Action pane. Right-click Directory Browsing and click Start.

                                                                                              Set Up FTP Server
                                                                                              Procedure
                                                                                                Step 1   Install the FTP Service on the server.
                                                                                                1. Choose Start > Administrative Tools > Server Manager.
                                                                                                2. Expand Roles in the left panel of the Server Manager window.
                                                                                                3. Right-click Web Server (IIS) and click Add Role Services.
                                                                                                4. Check the FTP Server check box and then click Install, installation takes a few moments.
                                                                                                5. When the installation is complete, click Finish.
                                                                                                Step 2   Enable the FTP Service on the server.
                                                                                                1. Choose Start > Administrative Tools > Server Manager.
                                                                                                2. Expand Roles in the left panel of the Server Manager window.
                                                                                                3. Expand Web Server (IIS) and then click Internet Information Services (IIS) Manager.
                                                                                                4. Expand hostname.
                                                                                                5. Right-click Sites and click Add FTP Site.
                                                                                                6. Enter a FTP site name.
                                                                                                7. Enter c:\Inetpub\wwwroot in the Physical path of the FTP site name, and click Next.
                                                                                                8. Enter the IP address of the CVP Server.
                                                                                                9. Select No SSL in SSL Options and then click Next.
                                                                                                10. Check the Anonymous and Basic check boxes.
                                                                                                11. Select All Users from the Allow Access To drop-down list.
                                                                                                12. Check the Read and Write check boxes, and then click Finish.
                                                                                                Step 3   Set the Basic Setting for the FTP Server.
                                                                                                1. Click Sites and then click the FTP server that you have created.
                                                                                                2. Click Basic Settings in the Actions tab and click Connect as.
                                                                                                3. Select Application user (pass-through authentication) option and click OK twice.

                                                                                                Configure Unified CVP Reporting Server

                                                                                                Create Reporting Users
                                                                                                Who can create a user:
                                                                                                • Initially, the System Application User who is the default Superuser.
                                                                                                • Eventually, any Superuser.

                                                                                                Unified CVP reporting users can sign in to Unified Intelligence Center only if they exist in the Administration console as Superusers or if Active Directory (AD) is configured in the Unified Intelligence Center Administration console for their domain:

                                                                                                • Superusers who are added are considered to be IP Multimedia Subsystem (IMS) users.
                                                                                                • Users who are authenticated through Active Directory are considered to be Lightweight Directory Access Protocol (LDAP) users. For more information, see Set Up Active Directory Server for LDAP Users.

                                                                                                Both IMS users and LDAP users can log in to Unified Intelligence Center reporting and are restricted to the limited Login User role until the Unified Intelligence Center reporting security administrator gives them additional roles and flags them as active users.

                                                                                                Although you can create a user on the Unified Intelligence Center User List page, an entry on the User List is not sufficient for that user to sign in to the Unified Intelligence Center. One reason to create users on the User List page is to expedite the permissions for users before their Active Directory domain is configured.

                                                                                                Create Superusers
                                                                                                Procedure
                                                                                                  Step 1   Log in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
                                                                                                  Step 2   Navigate to Admin User Management > Admin User Management to open the Users page.
                                                                                                  Step 3   Click Add New to add and configure a new user or click an existing username to edit the configuration for that user.

                                                                                                  This page has three tabs: General, Credentials, and Policy. For information about completing these tabs, see Administration Console User Guide for Cisco Unified Intelligence Center or the Administration console online help.

                                                                                                  Step 4   Click Save.

                                                                                                  Set Up Active Directory Server for LDAP Users

                                                                                                  Configure the Active Directory tab in the Administration console so that Unified CVP reporting users can log in to the Unified Intelligence Center reporting application with the user name and password that is defined in their domain.

                                                                                                  Procedure
                                                                                                    Step 1   In the Administration application, navigate to Cluster Configuration > Reporting Configuration and select the Active Directory tab.
                                                                                                    Step 2   Complete all fields on this page, referring to the online help for guidance.
                                                                                                    Step 3   Click Test Connection.
                                                                                                    Step 4   When the connection is confirmed, click Save.

                                                                                                    Sign In to Cisco Unified Intelligence Center Reporting Interface
                                                                                                    Who can sign in to the Unified Intelligence Center reporting interface:
                                                                                                    • Initially, the System Application User who is the default Superuser.
                                                                                                    • Eventually, any Unified CVP user who was created in the Administration Console as an IMS superuser or an LDAP user.
                                                                                                    Procedure
                                                                                                      Step 1   Sign in to the Cisco Unified Intelligence Center Administration Console (http://{hostname}/oamp).
                                                                                                      Step 2   Navigate to Control Center > Device Control.
                                                                                                      Step 3   Click on the name of the Member node you want to access. This opens the Cisco Unified Intelligence Center login page for that member.
                                                                                                      Step 4   Enter your user ID and password. The Overview page appears.

                                                                                                      What to Do Next

                                                                                                      Create data source and import report templates
                                                                                                      Obtain Cisco Unified CVP Report Templates

                                                                                                      Who can obtain import Unified CVP report templates: any user in your organization.

                                                                                                      The Unified CVP reporting template XML files are installed with Unified CVP. Locate them and copy them to a Cisco Unified Intelligence Center client workstation.

                                                                                                      Procedure
                                                                                                        Step 1   In the Unified CVP server, locate the Unified CVP template files. These are XML files that reside on the reporting server in %CVP_HOME%\CVP_Reporting_Templates. You can also find them on the Installation DVD in \Downloads and Samples\Reporting Templates.
                                                                                                        Step 2   Choose the files and copy them to the client computer from where you can launch the Unified Intelligence Center Reporting web application.

                                                                                                        Import Unified CVP Report Templates and Set Data Source
                                                                                                        Who can do this:
                                                                                                        • Initially, the System Application User who has full permissions in Unified Intelligence Center Reporting.
                                                                                                        • Eventually, any Report Designer who has full permissions.

                                                                                                        Before reporting users can run the Unified CVP report templates in the Unified Intelligence Center reporting application, a Unified IC reporting user with permission to do so must import them into Unified IC and associate them with the Unified CVP Data Source.

                                                                                                        Procedure
                                                                                                          Step 1   Launch the Unified Intelligence Center web application using the URL http://<HOST ADDRESS>/8444/cuic
                                                                                                          Step 2   Enter your User Name and Password.

                                                                                                          This opens the Overview page.

                                                                                                          Step 3   ClickReports.
                                                                                                          Step 4   Right-click the top Reports folder and select Create Sub-Category.
                                                                                                          Step 5   Name the new sub-category as a container for Unified CVP reports. Click OK.
                                                                                                          Step 6   Click Import Reports.
                                                                                                          Step 7   Browse to the location where you copied the Unified CVP Reporting templates files.
                                                                                                          Step 8   Select a report.

                                                                                                          This populates the File Name with the full path for the report.

                                                                                                          Step 9   Click Import.
                                                                                                          Step 10   From the Data source for Report Definition and Data source for value List drop down lists, Choose the Data source you created to access the Unified CVP Reporting database.
                                                                                                          Step 11   Save to the Unified CVP sub-category folder you created in Step 5.
                                                                                                          Step 12   Click Import.
                                                                                                          Step 13   Repeat for the callback templates.

                                                                                                          Configure Unified CVP Operations Console

                                                                                                          Enable Unified CVP Operations Console
                                                                                                          Complete the following procedure on the Unified CVP OAMP server to enable the Unified CVP Operations Console.
                                                                                                          Procedure
                                                                                                            Step 1   Go to Start > Run and type services.msc.
                                                                                                            Step 2   Check that Cisco CVP OPSConsoleServer service is running. If it is not, right-click that service and click Start.
                                                                                                            Step 3   Go to Start > All Programs > Cisco Unified Customer Voice Portal > Operation Console to open the Unified CVP OPSConsole page. If you are using Microsoft Internet Explorer, you will need to accept the self-signed certificate.

                                                                                                            Configure Unified CVP Call Server
                                                                                                            Procedure
                                                                                                              Step 1   On the Unified CVP OAMP server, go to Start > All Programs > Cisco Unified Customer Voice Portal.
                                                                                                              Step 2   Click Operations Console and log in.
                                                                                                              Step 3   Navigate to Device Management > Unified CVP Call Server.
                                                                                                              Step 4   Click Add New.
                                                                                                              Step 5   On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server. Check ICM, IVR, and SIP. Click Next.
                                                                                                              Step 6   Click the ICM tab. For each of the Cisco Unified CVP Call Servers, retain the default port of 5000 for the VRU Connection Port.
                                                                                                              Step 7   Click the SIP tab:
                                                                                                              1. In the Enable outbound proxy field, select No.
                                                                                                              2. In the Use DNS SRV type query field, select Yes.
                                                                                                              3. Check Resolve SRV records locally.
                                                                                                              Step 8   Click the Device Pool tab. Make sure the default device pool is selected.
                                                                                                              Step 9   (Optional) Click the Infrastructure tab. In the Configuration Syslog Settings pane, configure these fields as follows:
                                                                                                              1. Enter the IP address or the hostname of the syslog server.
                                                                                                              2. Enter 514 for the port number of the syslog server.
                                                                                                              3. Enter the name of the backup server to which the reporting server writes log messages.
                                                                                                              4. In the Backup server port number field, enter the port number of the backup syslog server.
                                                                                                              Step 10   Click Save & Deploy.
                                                                                                              Step 11   Repeat this procedure for the remaining Unified CVP Call Servers.

                                                                                                              Configure Unified CVP VXML Server
                                                                                                              Procedure
                                                                                                                Step 1   In the Unified CVP Operations console, navigate to Device Management > Unified CVP VXML Server.
                                                                                                                Step 2   Click Add New.
                                                                                                                Step 3   On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server.
                                                                                                                Step 4   Configure the primary and backup CVP Call Servers as follows:
                                                                                                                1. For CVP-1A, the primary call server is CVP-1A and the backup call server is CVP-1B.
                                                                                                                2. For CVP-2A, the primary call server is CVP-2A and the backup call server is CVP-2B.
                                                                                                                3. For CVP-1B, the primary call server is CVP-1B and the backup call server is CVP-1A.
                                                                                                                4. For CVP-2B, the primary call server is CVP-2B and the backup call server is CVP-2A.
                                                                                                                Step 5   Click the Configuration tab. In the Enable reporting for this CVP VXML Server field, click Yes to optionally enable reporting. If you do not want to enable reporting, click No.
                                                                                                                Step 6   Click the Device Pool tab. Make sure the default device pool is selected. If prompted to restart the primary and secondary call servers, click No. Do not restart at this time.
                                                                                                                Step 7   Click Save & Deploy.
                                                                                                                Step 8   Repeat this procedure for all CVP Servers.

                                                                                                                Configure Unified CVP Media Server
                                                                                                                Procedure
                                                                                                                  Step 1   In the CVP Operations Console, navigate to Device Management > Media Server.
                                                                                                                  Step 2   Click Add New.
                                                                                                                  Step 3   On the General tab, enter the IP address and the hostname of the Unified CVP server.
                                                                                                                  Step 4   Click Save.
                                                                                                                  Step 5   Repeat Steps 1 through 4 for all CVP Servers.
                                                                                                                  Step 6   In the CVP Operations Console, navigate to Device Management > Media Server.
                                                                                                                  Step 7   Change Default Media Server from None to any one of the Unified CVP servers. Then click Set.
                                                                                                                  Step 8   Click Deploy.

                                                                                                                  Install Unified CVP licenses
                                                                                                                  Procedure
                                                                                                                    Step 1   Sign in to the CVP Operations Console.
                                                                                                                    Step 2   Choose Bulk Administration > File Transfer > Licenses.
                                                                                                                    Step 3   In the Select device type field, choose All Unified CVP devices.
                                                                                                                    Step 4   Browse and select the license file.
                                                                                                                    Step 5   Click Transfer.
                                                                                                                    Step 6   Click File Transfer Status to monitor transfer progress.

                                                                                                                    Configure Gateways
                                                                                                                    Procedure
                                                                                                                      Step 1   In the Unified CVP Operations Console, navigate to Device Management > Gateway.
                                                                                                                      Step 2   Click Add New.
                                                                                                                      Step 3   On the General tab, configure as follows:
                                                                                                                      1. Enter the IP address.
                                                                                                                      2. Enter the hostname.
                                                                                                                      3. Choose the Device Type.
                                                                                                                      4. In the Username and Passwords pane, enter the username, password, and enable password.
                                                                                                                      Step 4   Click Save.
                                                                                                                      Step 5   Repeat for every gateway.

                                                                                                                      Add Unified CCE Devices
                                                                                                                      Procedure
                                                                                                                        Step 1   Log in to the Unified CVP Operations Console.
                                                                                                                        Step 2   Navigate to the Cisco Unified CCE Device. Choose Device Management > Unified ICM.
                                                                                                                        Step 3   Click Add New.
                                                                                                                        Step 4   On the General tab, configure as follows:
                                                                                                                        1. Enter the IP address.
                                                                                                                        2. Enter the Hostname.
                                                                                                                        3. Check Enable Serviceability.
                                                                                                                        4. Enter the Username.
                                                                                                                        5. Enter the Password.
                                                                                                                        6. Confirm Password.
                                                                                                                        7. Accept the default port.
                                                                                                                        Step 5   Click Save.
                                                                                                                        Step 6   Repeat Steps 1 to 5 for all Unified CCE machines.

                                                                                                                        Add Unified Communications Manager Devices
                                                                                                                        Procedure
                                                                                                                          Step 1   Log in to the CVP Operations Console.
                                                                                                                          Step 2   Navigate to the Cisco Unified Communications Manager Device. Choose Device Management > Unified CM.
                                                                                                                          Step 3   Click Add New.
                                                                                                                          Step 4   On the General tab, configure as follows:
                                                                                                                          1. Enter the IP address.
                                                                                                                          2. Enter the Hostname.
                                                                                                                          3. Check Enable Synchronization.
                                                                                                                          4. Enter the Username.
                                                                                                                          5. Enter the Password.
                                                                                                                          6. Confirm Password.
                                                                                                                          7. Accept the default port.
                                                                                                                          Step 5   Click Save.
                                                                                                                          Step 6   Repeat Steps 1 to 5 for all Unified Communications Manager Devices.

                                                                                                                          Add Unified Intelligence Center Devices
                                                                                                                          Procedure
                                                                                                                            Step 1   Log in to the CVP Operations Console.
                                                                                                                            Step 2   Navigate to the Cisco Unified Intelligence Center Device. Choose Device Management > Unified IC.
                                                                                                                            Step 3   Click Add New.
                                                                                                                            Step 4   On the General tab, configure as follows:
                                                                                                                            1. Enter the IP address.
                                                                                                                            2. Enter the Hostname.
                                                                                                                            3. Check Enable Serviceability.
                                                                                                                            4. Enter the Username.
                                                                                                                            5. Enter the Password.
                                                                                                                            6. Confirm Password.
                                                                                                                            7. Accept the default port.
                                                                                                                            8. Associate all the existing CVP Reporting Servers.
                                                                                                                            Step 5   Click Save.

                                                                                                                            Transfer Scripts and Media Files
                                                                                                                            Create the notification destination and deploy to all of the Unified CVP devices.
                                                                                                                            Procedure
                                                                                                                              Step 1   In the Unified CVP Operations Console, navigate to Bulk Administration > File Transfer > Scripts & Media.
                                                                                                                              Step 2   In the Select device type field, select the Gateway.
                                                                                                                              Step 3   Move all Gateways to Selected.
                                                                                                                              Step 4   Click Default Gateway files.
                                                                                                                              Step 5   Click Transfer and select OK at the popup window.
                                                                                                                              Step 6   Click File Transfer Status to monitor transfer progress.

                                                                                                                              Configure SNMP
                                                                                                                              Procedure
                                                                                                                                Step 1   In the Unified CVP Operations Console, navigate to SNMP > V1/V2c > Community String .
                                                                                                                                Step 2   Click Add New.
                                                                                                                                1. Name the community string.
                                                                                                                                2. Select the Devices tab and assign the SNMP community string to a device.
                                                                                                                                3. Click Save and Deploy.
                                                                                                                                Step 3   Create the notification destination and deploy to all of the Unified CVP devices.
                                                                                                                                1. Navigate to SNMP > V1/V2c > Notification Destination.
                                                                                                                                2. Complete the fields.
                                                                                                                                3. Select the Devices tab and assign the SNMP notification destination to a device.
                                                                                                                                4. Click Save and Deploy.

                                                                                                                                Configure SIP Server Group

                                                                                                                                SIP Server Groups are required for Cisco Unified Communications Manager and Gateways.

                                                                                                                                Procedure
                                                                                                                                  Step 1   In the Unified CVP Operations Console, navigate to System > SIP Server Group .
                                                                                                                                  Step 2   Create a server group for the Cisco Unified Communications Manager devices:
                                                                                                                                  1. On the General tab, click Add New.
                                                                                                                                  2. Fill in the SRV Domain Name FQDN field with a value that will also be used in the Cluster FQDN setting in Enterprise Parameters in Communications Manager. For example, cucm.cisco.com.
                                                                                                                                  3. In the IP Address/Hostname field, enter an IP address or hostname for the Unified Communications Manager node.
                                                                                                                                  4. Click Add.

                                                                                                                                  The FQDN should match the FQDN configured in the Enterprise Cluster FQDN setting on the Cisco Unified Communications Manager. For example, cucm.cisco.com. Adding the cluster subscriber nodes will load balance across all sub nodes.

                                                                                                                                  Step 3   Create a server group for the gateway devices:
                                                                                                                                  1. On the General tab, click Add New.
                                                                                                                                  2. In the SRV Domain Name FQDN field, enter the SRV Domain Name FQDN. For example vxmlgw.cisco.com.
                                                                                                                                  3. In the IP Address/Hostname field, enter an IP address or hostname for each gateway.
                                                                                                                                  4. Click Add.
                                                                                                                                  5. Repeat Steps c and d for each gateway. Click Save.

                                                                                                                                    Add all VXML gateways as appropriate for deployment and branches. Adding all VXML gateways to the server group will load balance calls across all the member server group gateways.

                                                                                                                                  Step 4   Associate these server groups to all Unified CVP Call Servers:
                                                                                                                                  1. On the Call Server Deployment tab, move all Unified CVP Call Servers from the Available list to the Selected list.
                                                                                                                                  2. Click Save and Deploy.
                                                                                                                                  Step 5   Click Deployment Status to make sure that you applied the configuration.

                                                                                                                                  Configure Dialed Number Patterns
                                                                                                                                  Dialed number patterns are required for:
                                                                                                                                  • Agent Device
                                                                                                                                  • Network VRU
                                                                                                                                  • Ringtone
                                                                                                                                  • Error
                                                                                                                                  Procedure
                                                                                                                                    Step 1   In the Unified CVP Operations Console, navigate to System > Dialed Number Pattern.
                                                                                                                                    Step 2   For each dialed number pattern in the table below:
                                                                                                                                    1. Click Add New.
                                                                                                                                    2. In the Dialed Number Pattern field, enter the dialed number pattern.
                                                                                                                                    3. In the Description field, enter a description for the dialed number pattern.
                                                                                                                                    4. In the Dialed Number Pattern Types pane, check the specified dialed number pattern types.
                                                                                                                                    5. Click Save.
                                                                                                                                    Step 3   After you configure all dialed number patterns, click Deploy.
                                                                                                                                    Step 4   Click Deployment Status to make sure that you applied the configuration.

                                                                                                                                    Dialed number pattern

                                                                                                                                    Description

                                                                                                                                    Dialed number pattern types

                                                                                                                                    91*

                                                                                                                                    Ringtone

                                                                                                                                    Check Enable Local Static Route.

                                                                                                                                    Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example, vxmlgw.cisco.com).

                                                                                                                                    Check Enable Send Calls to Originator.

                                                                                                                                    92*

                                                                                                                                    Error

                                                                                                                                    Check Enable Local Static Route.

                                                                                                                                    Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example, vxmlgw.cisco.com).

                                                                                                                                    Check Enable Send Calls to Originator.

                                                                                                                                    The agent extension pattern. For example, enter 500* where the range of agent extensions is 5001 to 500999.

                                                                                                                                    Agent Device. Not applicable to SCC Deployment model.

                                                                                                                                    Check Enable Local Static Route.

                                                                                                                                    Route to SIP Server Group and IP Address/Hostname/Server Group Name are both the Unified Communications Manager gateway.

                                                                                                                                    Check Enable RNA Timeout for Outbound Calls. The timeout is 15 seconds.

                                                                                                                                    777*

                                                                                                                                    Network VRU Label

                                                                                                                                    Check Enable Local Static Route.

                                                                                                                                    Route to SIP Server Group and IP Address/Hostname/Server Group Name are both VXML Gateway (for example vxmlgw.cisco.com).

                                                                                                                                    Check Enable Send Calls to Originator.


                                                                                                                                    Configure Cisco Unified Communications Manager

                                                                                                                                    Activate Services

                                                                                                                                    Complete the following procedure to activate services.

                                                                                                                                    Procedure
                                                                                                                                      Step 1   Launch the Unified Communications Manager in a browser (http://<IP Address of CUCM Node>).
                                                                                                                                      Step 2   From the Cisco Unified Serviceability drop-down list, choose Tools > Service Activation.
                                                                                                                                      Step 3   From the Server drop-down list, choose the server on which you want to activate the services, and then click Go.

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

                                                                                                                                      Step 4   Check the following services to activate:
                                                                                                                                      1. Publisher:
                                                                                                                                        • Cisco Call Manager
                                                                                                                                        • Cisco TFTP
                                                                                                                                        • Cisco IP Voice Media Streaming Application
                                                                                                                                        • Cisco Computer Telephony Integration (CTI) Manager
                                                                                                                                        • Cisco AXL Web Service
                                                                                                                                        • Cisco Bulk Provisioning Service
                                                                                                                                        • Cisco Serviceability Reporter
                                                                                                                                        • Cisco CTL (Certificate Trust Level) Provider
                                                                                                                                        • Cisco Certificate Authority Proxy Function
                                                                                                                                      2. Subscriber:
                                                                                                                                        • Cisco Call Manager
                                                                                                                                        • Cisco IP Voice Media Streaming Application
                                                                                                                                        • Cisco Computer Telephone Interface (CTI) Manager
                                                                                                                                        • Cisco CTL (Certificate Trust Level) Provider
                                                                                                                                        • Cisco AXL Web Service
                                                                                                                                      Step 5   Click Save.
                                                                                                                                      Note    Activating Cisco Call Manager, will automatically Activate CTI Manager and Cisco Dialed Number Analyzer server. Click OK when prompted.

                                                                                                                                      Set Up Device Pool

                                                                                                                                      Complete the following procedure to configure a device pool.

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

                                                                                                                                        Set Up Unified Communications Manager Groups

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

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

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

                                                                                                                                          Set Up CTI Route Point

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

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

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

                                                                                                                                            Step 4   Click Save.

                                                                                                                                            Set Up Trunk

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

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

                                                                                                                                              Set Up Application User

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

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

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

                                                                                                                                                Set Up SIP Options

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

                                                                                                                                                  Set Up Route Pattern

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

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


                                                                                                                                                    Set Up Conference Bridge

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

                                                                                                                                                      Set Up Media Termination Point

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

                                                                                                                                                        Set Up Transcoder

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

                                                                                                                                                          Set Up Media Resource Group

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

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

                                                                                                                                                            Set Up and Associate Media Resource Group List

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

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

                                                                                                                                                              Set Up Enterprise Parameters

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

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


                                                                                                                                                                Configure Agent Greeting

                                                                                                                                                                Procedure
                                                                                                                                                                  Step 1   Enable Built-in-Bridge for the local agent phones to support Agent Greeting.
                                                                                                                                                                  Step 2   Click System > Service parameters to activate Built-in-Bridge option in Unified Communications Manager.
                                                                                                                                                                  Step 3   Select a Unified Communications Manager server from the Server drop-down list.
                                                                                                                                                                  Step 4   Select Cisco CallManager(Active) from the Service drop-down list.
                                                                                                                                                                  Step 5   Under Clusterwide Parameters (Device-Phone), select On for Built-in-Bridge Enable.
                                                                                                                                                                  Step 6   Click Save.

                                                                                                                                                                  Configure Mobile Agent

                                                                                                                                                                  Complete the following procedure to configure CTI ports for Unified Mobile Agent.
                                                                                                                                                                  Procedure
                                                                                                                                                                    Step 1   In Unified Communications Manager Administration, choose Device > Phone.
                                                                                                                                                                    Step 2   Click Add a New Phone.
                                                                                                                                                                    Step 3   From Phone Type, select CTI Port.
                                                                                                                                                                    Step 4   Click Next.
                                                                                                                                                                    Step 5   In Device Name, enter a unique name for the local CTI Port pool name; click OK when finished.

                                                                                                                                                                    Using the example naming convention format LCPxxxxFyyyy:

                                                                                                                                                                    1. LCP identifies the CTI Port as a local device.
                                                                                                                                                                    2. xxxx is the peripheral ID for the Unified Communications Manager PIM.
                                                                                                                                                                    3. yyyy is the local CTI Port.

                                                                                                                                                                      The name LCP5000F0000 would represent CTI Port: 0 in a local CTI Port pool for the Unified Communications Manager PIM with the peripheral ID 5000.

                                                                                                                                                                    Step 6   In Description, enter text identifying the local CTI Port pool.
                                                                                                                                                                    Step 7   Use the Device Pool drop-down list to choose the device pool to which you want network CTIPort pool assigned. (The device pool defines sets of common characteristics for devices.)
                                                                                                                                                                    Step 8   Click Save.
                                                                                                                                                                    Step 9   Highlight a record and select Add a New DN.
                                                                                                                                                                    Step 10   Add a unique directory number for the CTI port you just created.
                                                                                                                                                                    Step 11   When finished, click Save and Close.
                                                                                                                                                                    Step 12   Repeat the above steps to configure the network CTI Port pool.
                                                                                                                                                                    Step 13   In Device Name, enter a unique name for the local CTI Port pool name; click OK when finished.

                                                                                                                                                                    Use the example naming convention format RCPxxxxFyyyy, where:

                                                                                                                                                                    1. RCP identifies the CTI Port as a network device.
                                                                                                                                                                    2. xxxx is the peripheral ID for the Unified Communications Manager PIM.
                                                                                                                                                                    3. yyyy is the network CTI Port.

                                                                                                                                                                      The name RCP5000F0000 would represent CTI Port: 0 in a network CTI Port pool for the Unified Communications Manager PIM with the peripheral ID 5000.

                                                                                                                                                                    Step 14   In Description, enter text identifying the network CTI Port pool.
                                                                                                                                                                    Step 15   Use the Device Pool drop-down list to choose the device pool to which you want network CTI Port pool assigned. (The device pool defines sets of common characteristics for devices.)
                                                                                                                                                                    Step 16   Click Save.
                                                                                                                                                                    Step 17   Highlight a record and select Add a New DN.
                                                                                                                                                                    Step 18   Add a unique directory number for the CTI port you just created.
                                                                                                                                                                    Step 19   When finished, click Save and Close.

                                                                                                                                                                    Configure Local Trunk

                                                                                                                                                                    Complete the following procedure to configure Unified Communications Manager for Local Trunk.

                                                                                                                                                                    Procedure
                                                                                                                                                                      Step 1   From Unified Communications Manager Administration choose System > Location.
                                                                                                                                                                      Step 2   Click Find to list the locations and add new ones with appropriate bandwidth (8000).
                                                                                                                                                                      Step 3   For the branch phones, configure each phone so that it is assigned the branch location for that phone.
                                                                                                                                                                      1. Choose Device > Phone.
                                                                                                                                                                      2. Click Find to list the phones.
                                                                                                                                                                      3. Select a phone and set the Location field.
                                                                                                                                                                      Step 4   Verify that the Cisco AXL Web Service is started and that an Application User is defined and has a role of Standard AXL API Access.
                                                                                                                                                                      1. From Cisco Unified Serviceability, choose Tools > Control Center > Feature Services.
                                                                                                                                                                      2. Start the Cisco AXL Web Service, if it is not started.
                                                                                                                                                                      3. From Unified Communications Manager Administration, choose User Management > Application User. Verify you have a user with the role of Standard AXL API Access, or create a new one and add that user to a group that has the role of Standard AXL API Access.

                                                                                                                                                                      Deploy SIP Trunk

                                                                                                                                                                      Complete the following procedure to deploy the SIP trunk for local trunk:

                                                                                                                                                                      Procedure
                                                                                                                                                                        Step 1   Using Unified Communications Manager, create a SIP trunk toward the SIP proxy server and select the Phantom location.
                                                                                                                                                                        Step 2   Create a SIP trunk for each ingress gateway and make the location of these ingress TDM-IP gateways the actual branch location.
                                                                                                                                                                        Step 3   Create a route pattern pointing the Network VRU Label of the Unified Communications Manager routing client to the SIP trunk toward the SIP proxy.

                                                                                                                                                                        The SIP proxy should route the Network VRU label of the Unified Communications Manager routing client to the Unified CVP Call Servers.

                                                                                                                                                                        Step 4   For any IP-originated calls, associate the Unified Communications Manager route pattern with the SIP trunk.
                                                                                                                                                                        Step 5   Using the Unified Communications Manager Administration, choose Device > Device Settings > SIP Profile > Trunk Specific Configuration > Reroute Incoming Request to new Trunk based on > Call-Info header with the purpose equal to x-cisco-origIP.
                                                                                                                                                                        Step 6   Associate the new SIP profile with the SIP trunk and each ingress gateway.

                                                                                                                                                                        Configure Outbound Dialer

                                                                                                                                                                        Complete the following procedure to configure Unified Communications Manager:

                                                                                                                                                                        Procedure
                                                                                                                                                                          Step 1   Log in to the Unified Communications Manager administration page.
                                                                                                                                                                          Step 2   Select Devices > Trunk.
                                                                                                                                                                          Step 3   Create a SIP trunk to Outbound gateway.

                                                                                                                                                                          Configure A-Law Codec

                                                                                                                                                                          Complete the following procedure to configure Unified Communications Manager.

                                                                                                                                                                          Procedure
                                                                                                                                                                            Step 1   Click the System.
                                                                                                                                                                            Step 2   Select Service Parameters.
                                                                                                                                                                            Step 3   Select a Server.
                                                                                                                                                                            Step 4   Select the service as Cisco Call Manager(Active).
                                                                                                                                                                            Step 5   Under Clusterwide Parameters (system-location and region), ensure the following:
                                                                                                                                                                            • G.711 A-law Codec Enabled is Enabled.
                                                                                                                                                                            • G7.11 mu-law Codec Enabled to Disabled.
                                                                                                                                                                            Step 6   Click Save.

                                                                                                                                                                            Configure Support for Multiline Agent Control

                                                                                                                                                                            To enable reporting and control of secondary lines—particularly in deployments that have agents using phones that require Join Across Line to be enabled—you must follow these configuration steps on Unified Communications Manager.

                                                                                                                                                                            Multiline Agent Control supports a maximum of four lines per phone, one ACD line and up to three non-ACD lines.

                                                                                                                                                                            Shared lines are not supported for ACD or non-ACD lines; you cannot have two or more agents that share a common extension on their phones.

                                                                                                                                                                            Procedure
                                                                                                                                                                              Step 1   Enable the Application User for the agent peripheral with the role of Standard CTI Allow Control of Phones supporting Connected Xfer and conf to support phones that require Join Across Line setting on the hard phone.
                                                                                                                                                                              Step 2   Configure all agent phones with the following parameters:
                                                                                                                                                                              • Busy Trigger: 1
                                                                                                                                                                              • Maximum Number of Calls: 2

                                                                                                                                                                              Configure Remote Silent Monitoring

                                                                                                                                                                              Configure the Cisco Remote Silent Monitoring (RSM) Server in distributed mode, through Cisco Unified Communications Manager.

                                                                                                                                                                              To facilitate the configuration of RSM, you can use the Unified Communications Manager Bulk Administration Tool (BAT) to automatically create and add line DNs to your simphone devices. Consider this approach if the number of simphones you need to create is large.

                                                                                                                                                                              Configure Simulated Phone
                                                                                                                                                                              You must determine how many simulated phones( also called as simphones) to assign to each Unified Communications Manager cluster. Each cluster must have a number of simphones greater than or equal to the maximum number of agents that will be simultaneously monitored through RSM for the cluster. This section provides the following information:
                                                                                                                                                                              • To configure the simphone device dependencies, to create a Unified Communications Manager group, RSM region, device pool, route partition, and calling search space.
                                                                                                                                                                              • To create the simphone devices and assign MAC addresses.
                                                                                                                                                                              • To add line DNs to the simphone devices.

                                                                                                                                                                              The procedures describe how to create one simphone and its associated line DN. Additional simphones can be created by using Unified Communications Manager's super copy feature or by creating a batch file.


                                                                                                                                                                              Note


                                                                                                                                                                              You must be logged in to the Administration interface of a Unified Communications Manager cluster before you can configure your simphones as described below.


                                                                                                                                                                              Create Simphone Device Dependencies
                                                                                                                                                                              Procedure
                                                                                                                                                                                Step 1   To create a Unified Communications Manager group:
                                                                                                                                                                                1. Navigate to System > Cisco Unified CM Groups.
                                                                                                                                                                                2. Click Add New.
                                                                                                                                                                                3. Enter RSMSimPhone for the Unified Communications Manager group name.
                                                                                                                                                                                4. Assign the necessary Unified Communications Managers to the group. If you have more than one Unified Communications Manager in the cluster, select the subscribers to be part of the group but do not select the publisher.
                                                                                                                                                                                5. Click Save.
                                                                                                                                                                                Step 2   To create a simphone region:
                                                                                                                                                                                1. Navigate to System > Region Information >Region.
                                                                                                                                                                                2. Click Add New.
                                                                                                                                                                                3. Enter RSMSimPhone for the region name, adding prefix or suffix naming conventions, if required.
                                                                                                                                                                                4. Click Save.
                                                                                                                                                                                5. Add relationships with agent phones to the regions in your environment. Note that calls between simphones and agent phones must use the G.729 codec.
                                                                                                                                                                                6. Click Save.
                                                                                                                                                                                Step 3   To create a simphone device pool:
                                                                                                                                                                                1. Navigate to System > Device Pool.
                                                                                                                                                                                2. Click Add New.
                                                                                                                                                                                3. Enter RSMSimPhone for the device pool name, adding prefix or suffix naming conventions, if required.
                                                                                                                                                                                4. Select the RSMSimPhone Communications Manager group from the Device Pool Settings > Cisco Unified Communications Manager Group drop-down list.
                                                                                                                                                                                5. Select RSMSimPhone region from the Roaming Sensitive Settings > Region drop-down list.
                                                                                                                                                                                6. Enter the remaining parameters, according to your configuration (for example, date/time group and user locale.)
                                                                                                                                                                                7. Click Save.
                                                                                                                                                                                Step 4   To create a simphone route partition:
                                                                                                                                                                                1. Navigate to Call Routing > Class of Control > Partition.
                                                                                                                                                                                2. Click Add New.
                                                                                                                                                                                3. Enter RSMSimPhone in the text box, adding prefix or suffix naming conventions, if required.
                                                                                                                                                                                4. Click Save.
                                                                                                                                                                                Step 5   To create a simphone calling search space:
                                                                                                                                                                                1. Navigate to Call Routing > Class of Control > Calling Search Space.
                                                                                                                                                                                2. Click Add New.
                                                                                                                                                                                3. Enter RSMSimPhone for the calling search space name, adding prefix or suffix naming conventions, if required.
                                                                                                                                                                                4. Select the route partition containing the agent phones that RSM will monitor from the Available Partitions selection box, and move them to the Selected Partitions selection box.
                                                                                                                                                                                5. Click Save.
                                                                                                                                                                                Note   

                                                                                                                                                                                For 4000 agent deployment, repeat this procedure for the second PG.


                                                                                                                                                                                Create Simphone Device
                                                                                                                                                                                Procedure
                                                                                                                                                                                  Step 1   Navigate to Device > Phone.
                                                                                                                                                                                  Step 2   Click Add New to create a new phone device.
                                                                                                                                                                                  Step 3   Select Cisco 7941 for the phone type, then click Next.
                                                                                                                                                                                  Step 4   Choose SIP for the device protocol, then click Next.
                                                                                                                                                                                  Step 5   The Phone Configuration page appears. Enter the MAC address.
                                                                                                                                                                                  Step 6   Enter the parameters:

                                                                                                                                                                                  Parameter

                                                                                                                                                                                  Setting

                                                                                                                                                                                  Device Pool

                                                                                                                                                                                  RSMSimPhone

                                                                                                                                                                                  Phone Button Template Standard 7941 SIP
                                                                                                                                                                                  Location Relevant environment
                                                                                                                                                                                  Built In Bridge Off
                                                                                                                                                                                  Phone Personalization Disabled
                                                                                                                                                                                  Allow Device Control through CTI Yes
                                                                                                                                                                                  Presence Group Standard
                                                                                                                                                                                  Device Security Profile Cisco 7941 Standard Non-Secure SIP
                                                                                                                                                                                  SIP Profile Standard
                                                                                                                                                                                  Maximum Calls 2 (two)
                                                                                                                                                                                  Busy Trigger 1 (one)
                                                                                                                                                                                  Step 7   Click Save.

                                                                                                                                                                                  The simphone device is created.

                                                                                                                                                                                  Note   

                                                                                                                                                                                  Parameters not listed can be left to their default settings.


                                                                                                                                                                                  Associate a Line DN to Simphone Device
                                                                                                                                                                                  Procedure
                                                                                                                                                                                    Step 1   Click the Line [1] - Add a new DN link in the Association Information panel.
                                                                                                                                                                                    Step 2   Enter the parameters. Parameters that are marked with an asterisk (*) are optional; those not listed may be left to their default settings.
                                                                                                                                                                                    Parameter Setting
                                                                                                                                                                                    Directory Number 5040
                                                                                                                                                                                    Route Partition RSMSimPhone
                                                                                                                                                                                    CTI Control Yes
                                                                                                                                                                                    Voice Mail Profile No voicemail
                                                                                                                                                                                    Calling Search Space RSMSimPhone
                                                                                                                                                                                    Presence Group Standard Presence group
                                                                                                                                                                                    User Hold MOH Audio Source * 1-SampleAudioSource
                                                                                                                                                                                    Network Hold MOH Audio Source * 1-SampleAudioSource

                                                                                                                                                                                    Line1 on Device <MAC ADDR>

                                                                                                                                                                                    Monitoring Calling Search Space (CSS)

                                                                                                                                                                                    RSM SimPhone
                                                                                                                                                                                    Step 3   Click Save. Your first simphone and its associated line DN is now configured.

                                                                                                                                                                                    Use Simphone Bulk Administration Tool

                                                                                                                                                                                    To use the Bulk Administration Tool , you must first import the comma-separated-values template (from either the RSM installation CD or installed instance of RSM), and then edit it, as applicable, in a spreadsheet application such as Microsoft Excel.

                                                                                                                                                                                    Procedure
                                                                                                                                                                                      Step 1   Import the rsmsimphones.csv spreadsheet template file from the installed instance of RSM (located in the C:\CiscoRSM\Extras directory).
                                                                                                                                                                                      Step 2   Open the file in a spreadsheet application, then add or remove rows in the file to match the number of simphone devices you need to create (default rows = 75).
                                                                                                                                                                                      Step 3   If adding new rows, be sure to modify the data in the Device Name and Directory Number 1 columns to increment sequentially from the previous row in the list for the columns (for example, 00005E000001, 00005E000002, 00005E000003, and so on, for the simphone MAC addresses, and 5040, 5041, 5042, and soon, for the line DNs).
                                                                                                                                                                                      Step 4   Verify that the Device Pool, Partition 1, Line CSS 1 and Monitoring Calling Search Space 1 settings arecorrect for your environment (refer to Tables 3-1 and 3-2, above).
                                                                                                                                                                                      Note   

                                                                                                                                                                                      No changes are required if you entered RSMSimPhone for the Simphone Device Pool, Partition, and CSS settings during your simphone configuration.

                                                                                                                                                                                      Step 5   Navigate to Bulk Administration > Upload/Download Files.
                                                                                                                                                                                      Step 6   Click Add New.
                                                                                                                                                                                      Step 7   Click Browse and navigate to the rsmsimphones.csv file that you previously downloaded and modified.
                                                                                                                                                                                      Step 8   Choose Phones from the Select the Targetdrop-down list.
                                                                                                                                                                                      Step 9   Select Insert Phones - All Details from the Select Transaction Type drop-down list.
                                                                                                                                                                                      Step 10   Click Save. The file is uploaded to the system.
                                                                                                                                                                                      Step 11   Navigate to Bulk Administration > Phones > Insert Phones.
                                                                                                                                                                                      Step 12   Select Insert Phones-All Details, and then select rsmsimphones.csv from the File Name drop-down list.
                                                                                                                                                                                      Step 13   Enter Insert RSMSimPhones for the Job Description, and then select Run Immediately.
                                                                                                                                                                                      Step 14   Click Submit.

                                                                                                                                                                                      The file is imported into the system.

                                                                                                                                                                                      Step 15   Navigate to Bulk Administration > Job Scheduler to verify that the job status is either Processing or Completed.
                                                                                                                                                                                      Step 16   When the job status is Completed, navigate to Device > Phones and review the phones that you have created.
                                                                                                                                                                                      Step 17   Enter SEP00005E in the Find Phone text box, then click Find.

                                                                                                                                                                                      The simphone devices that you have created will appear in the returned results.


                                                                                                                                                                                      Set Up Login Pool Simphone

                                                                                                                                                                                      The first five simphone devices that are created for each cluster are automatically assigned to the VLEngine login pool. The login pool performs a test login to CTI OS when a caller is authenticated by RSM, to support the VLEngine authentication mechanism.

                                                                                                                                                                                      Because CTI OS logins are performed on these simphone devices, they must be associated with the pguser account on each Unified Communications Manager cluster. They must also have Cisco Unified Intelligent Contact Management Enterprise device targets created for them, as described below.


                                                                                                                                                                                      Note


                                                                                                                                                                                      Device target creation is required only for Unified CCE. You do not need to create device targets if you use Cisco Unified System Contact Center Enterprise (Unified SCCE) or if the Cisco Unified CCE PG type is IPCC.


                                                                                                                                                                                      Follow this procedure to associate a pguser.

                                                                                                                                                                                      Procedure
                                                                                                                                                                                        Step 1   Navigate to User Management > Application User.
                                                                                                                                                                                        Step 2   Click Find to display all application users. Locate then click the pguser account for your cluster.
                                                                                                                                                                                        Step 3   Select the first five simphone devices in the Device Information > Available Devices list box.
                                                                                                                                                                                        Step 4   Click the down arrow above the box to move the devices to the Controlled Devices list box. Click Save.

                                                                                                                                                                                        Create RSM User Group

                                                                                                                                                                                        A RSM user group must be created for each cluster used by RSM. This provides the user with the necessary system permissions that would otherwise be available only to the Unified Communications Manager Super Administrator.

                                                                                                                                                                                        Follow this procedure to add an RSM user group to a cluster.

                                                                                                                                                                                        Procedure
                                                                                                                                                                                          Step 1   Navigate to User Management > User Settings > Access Control Group.
                                                                                                                                                                                          Step 2   Click Add New.
                                                                                                                                                                                          Step 3   Enter Remote Silent Monitoring in the Name field, then click Save.
                                                                                                                                                                                          Step 4   Navigate to User Management > User Group.
                                                                                                                                                                                          Step 5   Click Find to display all user groups.
                                                                                                                                                                                          Step 6   Click the i icon in the Roles column for the Remote Silent Monitoring group.
                                                                                                                                                                                          Step 7   Click Assign Role to Group. A new window appears.
                                                                                                                                                                                          Step 8   Click Find to display all group roles.
                                                                                                                                                                                          Step 9   Select the following roles:
                                                                                                                                                                                          • Standard CTI Allow Call Monitoring
                                                                                                                                                                                          • Standard CTI Allow Control of All Devices
                                                                                                                                                                                          • Standard CTI Enabled
                                                                                                                                                                                          Step 10   Click Add Selected. The User Group Configuration page appears.
                                                                                                                                                                                          Step 11   Click Save.

                                                                                                                                                                                          Create RSM Application User

                                                                                                                                                                                          You must create an application user named rsmuser on each Unified Communications Manager cluster for RSM. This user derives its permissions from the user group that was previously created. The rsmuser must be associated with all simphones in the cluster (with the exception of simphones in the login pool). It must also be associated with all agent phones that RSM can monitor.

                                                                                                                                                                                          Simphones in the login pool (that is the first five simphone devices) must be associated with the cluster’s pguser, while all other simphones not in the login pool are associated with the RSM application user.


                                                                                                                                                                                          Note


                                                                                                                                                                                          • For 4000 agent deployment create two Application Users.
                                                                                                                                                                                          • Whenever a new non-login-pool simphone or agent device is created, it must be associated with the RSM user.

                                                                                                                                                                                          Follow this procedure to add an RSM application user to a cluster.


                                                                                                                                                                                          Procedure
                                                                                                                                                                                            Step 1   Navigate to User Management > Application User.
                                                                                                                                                                                            Step 2   Click Add New to create a new application user.
                                                                                                                                                                                            Step 3   Enter rsmuser for the user ID.
                                                                                                                                                                                            Step 4   Enter a password. Ensure that the password is alphanumeric and does not contain any special characters.
                                                                                                                                                                                            Step 5   Associate the user with all simphone devices in the cluster (except for the login pool devices) by selecting those devices in the Available Devices section and moving them to the Controlled Devices section.
                                                                                                                                                                                            Step 6   Associate all agent phone devices to be monitored through RSM.
                                                                                                                                                                                            Step 7   From the Permissions Information window, click Add to User Group, and then add the user to the Remote Silent Monitoring group, as previously created.
                                                                                                                                                                                            Step 8   Click Save.

                                                                                                                                                                                            Set Up Agent Phone Device

                                                                                                                                                                                            To configure an agent phone device to be monitored by RSM, ensure the following:

                                                                                                                                                                                            • Edit the device using the Cisco Unified Communications Manager Administration interface and enable the Built-In Bridge setting
                                                                                                                                                                                            • Associate the device with the rsmuser, similar to the way it is associated with the pguser.

                                                                                                                                                                                            Configure caller specific Music on Hold

                                                                                                                                                                                            Upload audio file

                                                                                                                                                                                            Follow this procedure to upload an audio file in an existing node or new node in a Cisco Unified Communications Manager cluster.

                                                                                                                                                                                            If you are uploading to a new node, you must first configure a new and dedicated Music on Hold node that can have only two Cisco Unified Communications Manager services running: Cisco Call Manager, and Cisco IP Voice Media Streaming Application. Additionally, the Cisco IP Voice Media Streaming Application service must be deactivated in all of the other nodes in the Cisco Unified Communications Manager cluster that contains the dedicated Music on Hold node. For more information, see Installing Cisco Unified Communications Manager.

                                                                                                                                                                                            Procedure
                                                                                                                                                                                              Step 1   Log in to the Cisco Unified Communications Manager Administration page.
                                                                                                                                                                                              Step 2   Click the Media resources tab, and then click MOH Audio File Management.
                                                                                                                                                                                              Step 3   In the MOH Audio File Management page, click Upload File.
                                                                                                                                                                                              Step 4   In the Upload File window, click Browse, select the audio file that you want to set for Music on Hold, and then click Open.
                                                                                                                                                                                              Step 5   Click Upload File.

                                                                                                                                                                                              The audio file is now available for use as a Music on Hold audio source.

                                                                                                                                                                                              What to Do Next

                                                                                                                                                                                              Configure the uploaded audio file so that it can be used as an audio source for Music on Hold.

                                                                                                                                                                                              Configure audio source
                                                                                                                                                                                              Procedure
                                                                                                                                                                                                Step 1   In the Cisco Unified Communications Manager Administration page, click Media resources tab, and then click Music On Hold Audio Source.
                                                                                                                                                                                                Step 2   Click Add new.
                                                                                                                                                                                                Step 3   In the MOH Audio Stream Number field, enter a number that you want to assign to the audio file. You cannot choose a number that has already been assigned to another audio file.
                                                                                                                                                                                                Step 4   In the MOH Audio Source file drop-down menu, choose the audio file that you want to configure as the MoH audio source.
                                                                                                                                                                                                Step 5   (Optional) The MOH Audio Source Name field automatically populates the name of the audio file that you chose in the previous step. You can edit the name of the audio file that you selected.
                                                                                                                                                                                                Step 6   Click Save.

                                                                                                                                                                                                What to Do Next

                                                                                                                                                                                                Configure the audio source in the Unified CCE routing script.

                                                                                                                                                                                                Configure Unified CCE routing script
                                                                                                                                                                                                Procedure
                                                                                                                                                                                                  Step 1   Log in to the Unified CCE Administrator workstation.
                                                                                                                                                                                                  Step 2   Open the Script Editor.
                                                                                                                                                                                                  Step 3   Open the script in which you want to set the caller specific Music on Hold.
                                                                                                                                                                                                  Step 4   Set the call variable SIPHeader with the value X-cisco-moh-source~mod~<User Hold MoH Audio File number>,<Network Hold MoH Audio File number>.

                                                                                                                                                                                                  Example:For example, X-cisco-moh-source~mod~6,7; where 6 and 7 are the numbers that you assigned to the audio file. In this example, the audio file assigned for number 6 is played when the call is placed on user hold, and the audio file assigned for number 7 is played when the call is placed on network hold.
                                                                                                                                                                                                  Note   
                                                                                                                                                                                                  • List the new call variable after a Dialed Number (DN) or CallingLineID node. This ensures that the call is for a particular DN, or from a particular Calling Line ID.
                                                                                                                                                                                                  • If only one audio file is specified, the same file is used for both user hold and network hold.
                                                                                                                                                                                                  • If the audio stream that you specified is not present in the Cisco Unified Communications Manager cluster, then the default Music on Hold of the device plays.
                                                                                                                                                                                                  Step 5   Click Save.

                                                                                                                                                                                                  The audio file is now configured as the source audio file that will play for caller specific Music on Hold.

                                                                                                                                                                                                  Configure Cisco Finesse

                                                                                                                                                                                                  Configure Contact Center Enterprise CTI Server Settings

                                                                                                                                                                                                  Access the Administration Console on the primary Finesse server to configure the A Side and B Side CTI servers.


                                                                                                                                                                                                  Note


                                                                                                                                                                                                  After you restart Finesse, it can take approximately 6 minutes for all server-related services to restart. Therefore, you should wait 6 minutes before you attempt to access the Finesse Administration Console.



                                                                                                                                                                                                  Note


                                                                                                                                                                                                  If you are using HTTPS, the first time you access the Administration Console, you see a browser security warning. To eliminate browser security warnings each time you sign in, you can trust the self-signed certificate provided with Finesse or obtain and upload a CA certificate.


                                                                                                                                                                                                  Procedure
                                                                                                                                                                                                    Step 1   Direct your browser to the following URL:

                                                                                                                                                                                                    http://hostname of primary Finesse server/cfadmin

                                                                                                                                                                                                    Step 2   Sign in with the Application User credentials defined during installation.
                                                                                                                                                                                                    Step 3   In the Contact Center Enterprise CTI Server Settings area, enter the CTI server settings as described in the following table. Refer to your configuration worksheet if necessary.

                                                                                                                                                                                                    Field

                                                                                                                                                                                                    Description

                                                                                                                                                                                                    A Side Host/IP Address

                                                                                                                                                                                                    Enter the hostname or IP address of the A Side CTI server.

                                                                                                                                                                                                    This value is typically the IP address of the Peripheral Gateway (PG). The CTI server runs on the PG.

                                                                                                                                                                                                    A Side Port

                                                                                                                                                                                                    Enter the port number of the A Side CTI server. The value of this field must match the port configured during the setup of the A Side CTI server.

                                                                                                                                                                                                    Peripheral ID

                                                                                                                                                                                                    Enter the ID of the Agent PG Routing Client (PIM).

                                                                                                                                                                                                    The Agent PG Peripheral ID should be configured to the same value for the A Side and B Side CTI servers.

                                                                                                                                                                                                    B Side Host/IP Address

                                                                                                                                                                                                    Enter the hostname or IP address of the B Side CTI server.

                                                                                                                                                                                                    B Side Port

                                                                                                                                                                                                    Enter the port of the B Side CTI server. The value of this field must match the port configured during the setup of the B Side CTI server.

                                                                                                                                                                                                    Step 4   Click Save.

                                                                                                                                                                                                    Configure Contact Center Enterprise Administration & Data Server Settings

                                                                                                                                                                                                    Configure the Contact Center Enterprise Administration & Data Server settings to enable authentication for Finesse agents and supervisors.

                                                                                                                                                                                                    Procedure
                                                                                                                                                                                                      Step 1   If you are not already signed in, sign in to the Administration Console.
                                                                                                                                                                                                      Step 2   In the Contact Center Enterprise Administration & Data Server Settings area, enter the Administration & Data Server settings as described in the following table. Refer to your configuration worksheet if necessary.

                                                                                                                                                                                                      Field

                                                                                                                                                                                                      Description

                                                                                                                                                                                                      Primary Host/IP Address

                                                                                                                                                                                                      Enter the hostname or IP address of the Unified CCE Administration & Data Server.

                                                                                                                                                                                                      Backup Host/IP Address

                                                                                                                                                                                                      Enter the hostname or IP address of the backup Unified CCE Administration & Data Server.

                                                                                                                                                                                                      Database Port

                                                                                                                                                                                                      Enter the port of the Unified CCE Administration & Data Server.

                                                                                                                                                                                                      Note   

                                                                                                                                                                                                      Because Finesse expects the primary and backup Administration & Data Server ports to be the same, the Finesse Administration Console exposes only one port field. You must ensure that the port is the same for the primary and backup Administration & Data Servers.

                                                                                                                                                                                                      AW Database Name

                                                                                                                                                                                                      Enter the name of the AW Database (AWDB) (for example, ucceinstance_awdb).

                                                                                                                                                                                                      Domain

                                                                                                                                                                                                      Enter the domain of the AWDB.

                                                                                                                                                                                                      Username

                                                                                                                                                                                                      Enter the username required to sign in to the AWDB.

                                                                                                                                                                                                      Password

                                                                                                                                                                                                      Enter the password required to sign in to the AWDB.

                                                                                                                                                                                                      Step 3   Click Save.

                                                                                                                                                                                                      Configure Cluster Settings

                                                                                                                                                                                                      Configure the cluster settings for the secondary Finesse node. The secondary Finesse node handles agent requests if the primary server goes down.

                                                                                                                                                                                                      Procedure
                                                                                                                                                                                                        Step 1   If you are not already signed in, sign in to the Administration Console with the Application User credentials.
                                                                                                                                                                                                        Step 2   In the Cluster Settings area, in the Host/IP Address field, enter the hostname or IP address of the secondary Finesse server.
                                                                                                                                                                                                        Step 3   Click Save.

                                                                                                                                                                                                        Restart Cisco Tomcat

                                                                                                                                                                                                        After you make changes to the Contact Center Enterprise CTI Server, Contact Center Enterprise Administration & Data Server, or cluster settings, you must restart Cisco Tomcat for the changes to take effect.

                                                                                                                                                                                                        Procedure
                                                                                                                                                                                                          Step 1   Access the CLI and sign in using the Administrator User credentials defined during the installation.
                                                                                                                                                                                                          Step 2   Enter the following command:

                                                                                                                                                                                                          utils service restart Cisco Tomcat

                                                                                                                                                                                                          Step 3   You can enter the command utils service list to monitor the Cisco Tomcat Service. After Cisco Tomcat changes to STARTED, agents who have passwords can sign in to the desktop.

                                                                                                                                                                                                          Check Replication Status

                                                                                                                                                                                                          Procedure
                                                                                                                                                                                                            Step 1   Access the CLI on the primary Finesse server using a monitor and keyboard at the server console or by SSH.
                                                                                                                                                                                                            Step 2   Sign in with the Administrator User credentials defined during installation.
                                                                                                                                                                                                            Step 3   Run the following command:

                                                                                                                                                                                                            utils dbreplication runtimestate

                                                                                                                                                                                                            This command returns the replication status on both the primary and secondary Finesse servers.


                                                                                                                                                                                                            Ensure Agents Have Passwords

                                                                                                                                                                                                            Agents who do not have a password defined in Unified CCE Configuration Manager cannot sign in to Finesse.

                                                                                                                                                                                                            Agent password is an optional field in Unified CCE, but it is mandatory for Cisco Finesse.

                                                                                                                                                                                                            For agents who do not have passwords, you must perform the following steps:

                                                                                                                                                                                                            Procedure
                                                                                                                                                                                                              Step 1   Launch Unified CCE Configuration Manager.
                                                                                                                                                                                                              Step 2   Locate the record for the agent (Agent Explorer > Agent tab).
                                                                                                                                                                                                              Step 3   Enter a password, and save the record.

                                                                                                                                                                                                              Ensure Logout Non-Activity Time for Agents is Configured

                                                                                                                                                                                                              The Logout non-activity time specifies how long an agent can remain inactive in the Not Ready state before that agent is signed out of Finesse. Perform the following steps to configure logout non-activity time.

                                                                                                                                                                                                              Procedure
                                                                                                                                                                                                                Step 1   Launch the Unified CCE Configuration Manager.
                                                                                                                                                                                                                Step 2   Launch Agent Desk Settings List (Tools > List Tools).
                                                                                                                                                                                                                Step 3   Select Agent Desktop Settings from the list.
                                                                                                                                                                                                                Step 4   In the Logout non-activity time field, enter the number of seconds of agent inactivity while in the Not Ready state before the system software signs the agent out. You can enter a value between 10 seconds and 7200 seconds.
                                                                                                                                                                                                                Step 5   Click Save. The modified settings are applied to all of the agents who use these agent desktop settings.

                                                                                                                                                                                                                Ensure Agents Can Sign in to Desktop

                                                                                                                                                                                                                After the system administrator defines configuration settings and restarts services, agents who have passwords and operational handsets can sign in to the Finesse Agent Desktop.


                                                                                                                                                                                                                Note


                                                                                                                                                                                                                After you restart Finesse, it takes approximately 6 minutes for all server-related services to restart. Therefore, you should wait 6 minutes before you attempt to sign in to the desktop.



                                                                                                                                                                                                                Note


                                                                                                                                                                                                                If you are using HTTPS, the first time you access the agent desktop, you see a browser security warning. To eliminate browser security warnings each time you sign in, you can trust the self-signed certificate provided with Finesse or obtain and upload a CA certificate.


                                                                                                                                                                                                                Procedure
                                                                                                                                                                                                                  Step 1   Enter the following URL in the address bar of your browser:

                                                                                                                                                                                                                  http://hostname of Finesse server

                                                                                                                                                                                                                  Step 2   If you installed the language pack COP file, you can select the language you want to appear on the desktop from the language selector drop-down list. If you did not install the language pack COP file, the language selector drop-down list does not appear in the user interface.
                                                                                                                                                                                                                  Note   

                                                                                                                                                                                                                  If you installed the language pack COP file, you can also select a language by passing the locale as part of the URL (for example, http://hostname of Finesse server/desktop?locale=fr_FR) or by changing your browser preferred language. The default language is English (en_US).

                                                                                                                                                                                                                  Step 3   Enter your agent ID or username, password, and extension, and the click Sign In.
                                                                                                                                                                                                                  Figure 2. Desktop Sign-In


                                                                                                                                                                                                                  Trust Self-Signed Certificate

                                                                                                                                                                                                                  Trust the self-signed certificate provided by Finesse to eliminate browser warnings each time you sign in to the Administration Console or agent desktop.

                                                                                                                                                                                                                  If you are not using HTTPS or if you uploaded a CA certificate, you can skip this procedure.

                                                                                                                                                                                                                  Procedure
                                                                                                                                                                                                                    Step 1   In your browser, enter the URL for the Administration Console (https://hostname of primary Finesse server:portnumber/cfadmin) or the agent desktop (https://hostname of primary Finesse server).
                                                                                                                                                                                                                    Step 2   Perform the steps in the following table for the browser you are using.
                                                                                                                                                                                                                    Option Description

                                                                                                                                                                                                                    If you use Internet Explorer:

                                                                                                                                                                                                                    1. A page appears that states there is a problem with the website's security certificate. Click Continue to this website (not recommended). This action opens the sign in page for the Administration Console (or agent desktop). A certificate error appears in the address bar of your browser.
                                                                                                                                                                                                                    2. Click Certificate Error, and then click View Certificates to open the Certificate dialog box.
                                                                                                                                                                                                                    3. On the Certificate dialog box, click Install Certificate. This action opens the Certificate Import Wizard.
                                                                                                                                                                                                                    4. Click Next.
                                                                                                                                                                                                                    5. Select Place all certificates in the following store, and then click Browse.
                                                                                                                                                                                                                    6. Select Trusted Root Certification Authorities, and then click OK.
                                                                                                                                                                                                                    7. Click Next.
                                                                                                                                                                                                                    8. Click Finish.
                                                                                                                                                                                                                    9. If a Security Warning dialog box appears that asks if you want to install the certificate, click Yes. A Certificate Import dialog box that states the import was successful appears.
                                                                                                                                                                                                                    10. Click OK.
                                                                                                                                                                                                                    11. Enter your credentials, and then click Sign In.

                                                                                                                                                                                                                    If you use Firefox:

                                                                                                                                                                                                                    1. A page appears that states this connection is untrusted.
                                                                                                                                                                                                                    2. Click I Understand the Risks, and then click Add Exception.
                                                                                                                                                                                                                    3. On the Add Security Exception dialog box, ensure the Permanently store this exception check box is checked.
                                                                                                                                                                                                                    4. Click Confirm Security Exception. The page that states this connection is untrusted automatically closes and the Administration Console (or agent desktop) loads.
                                                                                                                                                                                                                    5. Enter your credentials, and then click Sign In.
                                                                                                                                                                                                                    6. For the agent desktop only, an error appears that states Finesse cannot connect to the Cisco Finesse Notification Service and prompts you to add a security exception for the certificates issued by the Finesse server. Click OK.

                                                                                                                                                                                                                    Obtain and Upload CA Certificate


                                                                                                                                                                                                                    Note


                                                                                                                                                                                                                    This procedure only applies if you are using HTTPS.

                                                                                                                                                                                                                    This procedure is optional. If you are using HTTPS, you can choose to obtain and upload a CA certificate or you can choose to use the self-signed certificate provided with Finesse.


                                                                                                                                                                                                                    To eliminate browser security warnings each time you sign in, obtain an application and root certificate signed by a Certificate Authority (CA). Use the Certificate Management utility from Cisco Unified Communications Operating System Administration.

                                                                                                                                                                                                                    To open Cisco Unified Communications Operating System Administration, enter the following URL in your browser:

                                                                                                                                                                                                                    https://hostname of primary Finesse server/cmplatform

                                                                                                                                                                                                                    Sign in using the username and password for the Application User account created during the installation of Finesse.


                                                                                                                                                                                                                    Note


                                                                                                                                                                                                                    You can find detailed explanations in the Security topics of the Cisco Unified Communications Operating System Administration Online Help.


                                                                                                                                                                                                                    Procedure
                                                                                                                                                                                                                      Step 1   Generate a CSR.
                                                                                                                                                                                                                      1. Select Security > Certificate Management > Generate CSR.
                                                                                                                                                                                                                      2. From the Certificate Name drop-down list, select tomcat.
                                                                                                                                                                                                                      3. Click Generate CSR.
                                                                                                                                                                                                                      Step 2   Download the CSR.
                                                                                                                                                                                                                      1. Select Security > Certificate Management > Download CSR.
                                                                                                                                                                                                                      2. From the Certificate Name drop-down list, select tomcat.
                                                                                                                                                                                                                      3. Click Download CSR.
                                                                                                                                                                                                                      Step 3   Use the CSR to obtain the signed application certificate and the CA root certificate from the Certificate Authority.
                                                                                                                                                                                                                      Step 4   When you receive the certificates, select Security > Certificate Management > Upload Certificate.
                                                                                                                                                                                                                      Step 5   Upload the root certificate.
                                                                                                                                                                                                                      1. From the Certificate Name drop-down list, select tomcat-trust.
                                                                                                                                                                                                                      2. In the Upload File field, click Browse and browse to the root certificate file.
                                                                                                                                                                                                                      3. Click Upload File.
                                                                                                                                                                                                                      Step 6   Upload the application certificate.
                                                                                                                                                                                                                      1. From the Certificate Name drop-down list, select tomcat.
                                                                                                                                                                                                                      2. In the Root Certificate field, enter the name of the CA root certificate.
                                                                                                                                                                                                                      3. In the Upload File field, click Browse and browse to the application certificate file.
                                                                                                                                                                                                                      4. Click Upload File.
                                                                                                                                                                                                                      Step 7   After the upload is complete, sign out of Finesse.
                                                                                                                                                                                                                      Step 8   Access the CLI on the primary Finesse server.
                                                                                                                                                                                                                      Step 9   Enter the command utils service restart Cisco Finesse Notification Service to restart the Cisco Finesse Notification service.
                                                                                                                                                                                                                      Step 10   Enter the command utils service restart Cisco Tomcat to restart the Cisco Tomcat service.
                                                                                                                                                                                                                      Step 11   Upload the root certificate and application certificate to the secondary Finesse server.
                                                                                                                                                                                                                      Note   

                                                                                                                                                                                                                      To open Cisco Unified Operating System Administration for the secondary server, enter the following URL in the address bar of your browser:

                                                                                                                                                                                                                      https://hostname of secondary Finesse server/cmplatform

                                                                                                                                                                                                                      Step 12   Access the CLI on the secondary Finesse server and restart the Cisco Finesse Notification Service and the Cisco Tomcat Service.

                                                                                                                                                                                                                      Configure DNS on Clients


                                                                                                                                                                                                                      Note


                                                                                                                                                                                                                      This procedure is required for uncommon environments where non-hierarchical DNS configuration exists. If your environment has hierarchical DNS configuration, you do not need to perform this procedure. This procedure applies to clients that use a Windows operating system. For information about configuring DNS on Mac clients, see your Apple documentation (www.apple.com/​mac).

                                                                                                                                                                                                                      Configuring DNS on client computers allows the clients to resolve the fully-qualified domain name (FQDN) of the active Finesse server during a failover.

                                                                                                                                                                                                                      Procedure
                                                                                                                                                                                                                        Step 1   Go to Control Panel > Network and Internet > Network Connections. (Open the Control Panel, enter Network Connections in the search bar, and then click View network connections.)

                                                                                                                                                                                                                        On Windows XP clients, open Control Panel > Network Connections.

                                                                                                                                                                                                                        Step 2   Right-click the appropriate network connection and choose Properties.
                                                                                                                                                                                                                        Step 3   On the Networking tab, select Internet protocol version 4 (TCP/IPv4), and then click Properties.

                                                                                                                                                                                                                        On Windows XP clients, on the General tab, select Internet Protocol (TCP/IP), and then click Properties.

                                                                                                                                                                                                                        Step 4   Click Advanced.
                                                                                                                                                                                                                        Step 5   On the DNS tab, under DNS server addresses, in order of use, click Add.
                                                                                                                                                                                                                        Step 6   Enter the IP address of the DNS server that was entered during installation and click Add.
                                                                                                                                                                                                                        Step 7   If a secondary DNS was entered during installation, repeat Step 5 and Step 6 to add its IP address.

                                                                                                                                                                                                                        Initial Configuration Troubleshooting

                                                                                                                                                                                                                        If

                                                                                                                                                                                                                        Then

                                                                                                                                                                                                                        The Administration Console does not load after a fresh installation.

                                                                                                                                                                                                                        1. Clear your browser cache (delete browsing history and cookies).
                                                                                                                                                                                                                        2. If the problem persists, restart the Cisco Tomcat service or restart the Finesse server.

                                                                                                                                                                                                                        Agents cannot sign in to the desktop after a fresh installation.

                                                                                                                                                                                                                        1. Verify that the agent ID and password are correct.
                                                                                                                                                                                                                        2. Verify that a valid domain was configured during installation and that forward and revers DNS are set up correctly. To check whether DND was configured during installation, check the install.log for the following: InstallWizard|USER_ACTION_BTN_PUSH: Screen = DNS Client Configuration, button pushed = No|<LVL::Info The preceding message indicates that DNS was not configured during the installation. Reinstall Finesse and configure the DNS with a valid domain.
                                                                                                                                                                                                                        3. Verify that the agent is configured in Unified CCE.
                                                                                                                                                                                                                        4. Verify that the AWDB is configured correctly.
                                                                                                                                                                                                                          1. Check the realm.log for the following line: "ERROR com.cisco.ccbu.finesse.realms.ccerealm.CCERealmConfig - Cannot connect to any AWDB! Ensure that at least one AWDB is configured properly and running!" This line indicates that Finesse cannot connect to the AWDB.
                                                                                                                                                                                                                          2. Check that the values entered in the Contact Center Enterprise Administration & Data Server Settings gadget are correct.
                                                                                                                                                                                                                            • Verify that the username entered is a Windows domain user.
                                                                                                                                                                                                                            • Verify that the username is not prepended with the domain (for example, domain\username).
                                                                                                                                                                                                                            • Verify that the port configured is open to the Finesse server.
                                                                                                                                                                                                                          3. Check that the AWDB is set up correctly and running.
                                                                                                                                                                                                                            • The AWDB SQL server must use Windows authentication.
                                                                                                                                                                                                                            • Verify that the AWDB server is up and that the Distributor service is running.
                                                                                                                                                                                                                        5. Restart Cisco Tomcat on the primary and secondary Finesse servers.
                                                                                                                                                                                                                        6. Verify that the agent's device is properly configured in Unified Communications Manager and is active.