Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 10.0(1)
Manage general settings
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Manage general settings

For Packaged CCE, Manage > Settings has two tabs: General and Access.

This chapter explains the tools on the General tab, which you use to manage general system settings: System Information, System Settings, System Deployment, and Agent Trace.

The tools on the Access tab are explained in Manage administrators.

System Administrators have access to tools on the System menu. Unless a custom role gives them access, other administrators cannot use the System menu, and supervisors do not see this menu.

System Information

The System Information tool for Packaged CCE contains the General, Capacity Info, and Peripheral Gateways tabs.

General

The General tab provides the following information:

  • The deployment type that was selected at the initial sign-in.
  • The software version of Unified CCE that is currently deployed.

Capacity Info

Open the Capacity Info tab to see a table that provides following capacity information:

Column Description

Status

The status column shows how your system stands with respect to the capacity limit. The status icons are:
  • Green for 0-75% of capacity.
  • Yellow for 76-95%.
  • Orange for 96-99%.
  • Red for when you are at 100%.

Number of Configured

Shows the name of the object.

At Most

Shows the maximum capacity of each configurable object that Packaged CCE allows.

Actual

Shows the number of objects currently configured on your system.

% Used

Shows the percentage of the maximum capacity represented by your configuration.

The arrow icon at the right of each row opens the page where you can view, add, edit, and delete the objects to maintain the capacity.

Peripheral Gateways

This display-only tab shows details about the peripheral gateways and peripherals in your deployment. This information can be useful in troubleshooting.

System Validation

The System Validation tab is not available in all deployments. For Packaged CCE deployment, System Validation information is available through the System Inventory tool. (See Deployment: System Inventory for more information.)

Packaged CCE is qualified to operate within certain software specifications.

The display-only System Validation tab shows the status of your system with regard to each specification rule, a description of the rule, and the actual value on your system. You can sort all rows in order.

A red status icon indicates that your system is invalid (it either exceeds the limits of these rules or is not set up to satisfy one of these rules). You cannot work in Packaged CCE or access its tools until you correct the underlying software specifications. If your goal is to redeploy an existing system as a Packaged CCE system, this tab will assist partners and Cisco Technical Support in bringing your system to a valid state.

Settings

The System > General > Settings tool has 3 tabs: General, Agent, and Call Reporting.

General system settings

Use this tab to review congestion control fields and to set the number of retained script versions. This tab contains the following fields:
Field Description
Congestion Control fields
  • Treatment Mode This display-only field shows Treat call with DN default label.
  • System Default Label This display-only field is blank for Packaged CCE: CCE-PAC-M1 and Packaged CCE: CCE-PAC-M1 Lab Only. If your system was changed from another deployment type, this field retains the system default label for that deployment.
  • Capacity This display-only field displays the current value for maximum calls per second for the deployment.

Retain Script Version

Enter a value from 1 to 100 to define the maximum number of versions of each routing script you want to maintain in the database. When you select a number, the system automatically deletes the oldest version when the limit is exceeded.

Deployment types

You can select the following deployment types from the deployment type drop-down menu:

  • Not Specified--This is an initial deployment type when none has been selected.
  • UCCE 12000 Agents Router/Logger
  • UCCE 8000 Agents Router/Logger
  • UCCE 4000 Agents Rogger
  • UCCE 450 Agents Progger
  • HCS-CC 4000 Agents
  • HCS-CC 1000 Agents
  • HCS-CC 500 Agents
  • ICM Rogger
  • ICM Router/Logger
  • NAM
  • NAM Rogger
  • Packaged CCE: CCE-PAC-M1
  • Packaged CCE: CCE-PAC-M1 Lab Only
  • IVR-ICM

System settings for agents

Enter values on this tab to define system-level values for agents. This tab contains the following fields:

Field Required? Description

Desk Settings

yes

Click the magnifying glass icon to display the popup list of configured desk settings. This list shows only global desk settings (desk settings not restricted to a department). The desk settings you select will be the system default for all agents. You can change the desk settings for individual agents. (See Add and maintain agents.)

Username Case Sensitivity

no

Check this check box to indicate that all usernames are case-sensitive. Leave it unchecked to indicate that case does not matter.

Minimum Password Length

no

Enter a value between 0 and 32 to set the minimum required length for passwords. Changing this value affects new passwords only and does not apply to existing ones.

Agent Phone Line Control

yes
Select Single Line or All Lines to indicate whether all agents supported on the agent peripheral can have one or more than one line configured. IMPORTANT: Selecting All Lines requires that you do the following:
  • Access Cisco Unified Communications Manager to set Busy Trigger to 1 and Max Number of Calls to 2 for each phone. Use the Unified Communications Manager Bulk Administration tool to change these settings for all agent devices.
  • Access the Unified CCE Call Server on Side A and Side B. Open Service Control and restart PG1A, PG2A on Call Server Side A. Restart PG1B, and PG2B on Call Server Side B.

Non ACD Line Impact

yes
Enabled only when Agent Phone Line Control is set to All Lines. Select a value from the drop-down menu to specify how the agent state is set when the agent is on a call on a secondary line. Select one of the following options:
  • Available Agent Stays Available: The agent remains available to take a call on her primary line when the agent is on a call on a secondary line.
  • Available Agent Goes Not Ready: The agent state is Not Ready when the agent is on a call on a secondary line.

System settings for call reporting

Enter values on this tab to define system-level values for calls. The tab contains the following fields:

Field Required? Description

Bucket Intervals

yes

Click the magnifying glass icon to display the popup list of configured bucket intervals. This list shows only global bucket intervals (bucket intervals not associated with a department). Select a bucket interval to use as the system default. You can change the bucket interval for individual call types, skill groups, and precision queues. (See Call types, Skill groups, and Precision queues.)

Call Type

yes

Click the magnifying glass icon to display the popup list of configured call types. This list shows only global call types (call types not associated with a department). Select a call type to use as the system default. You can change the call type for individual Dialed numbers.

Service Level Type

yes

From the drop-down menu, select an option to configure the default method by which the system software calculates the service level type. You can change the service level type for individual call types and precision queues. You have the following service level options:
  • Ignore Abandoned Calls: This selection excludes abandoned calls from the service level calculation.
  • Abandoned Calls have Negative Impact: Select this if you want only 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 time.
  • Abandoned Calls have Positive Impact: Select this if you consider a call abandoned within the service level threshold time as a treated call. Abandoned calls have a positive impact on the service level.

Service Level Threshold

yes

Enter a value in seconds, using positive 32-bit integers only, for the maximum time that a caller spends in a queue before being connected to an agent. This value is used in reports to identify the percentage of calls that are answered within that time threshold, enabling you to see whether agents are meeting the target goal. Set the value to 0 seconds if you do not want a service level threshold to be set for calls. The value here sets the system default for service level threshold. You can change the value for individual call types and precision queues. (See Call types and Precision queues.)

Abandon Call Wait Time

yes

Enter a value in seconds (between 1 and 14400) to configure the minimum time an incoming call must be queued before the call is considered abandoned if the caller hangs up.

Answered Short Call Threshold

no

Enter a value in seconds (between 0 and 14,00) to configure the maximum duration for a short call. Calls with a duration below that value are considered short. Set the threshold to factor out short calls from handle times.

Reporting Interval

yes

From the drop-down menu, select 15 Minutes or 30 Minutes to configure the system to store historical information in 15-minute or half-hour summaries. The Unified CCE Call Server sends these records to the Logger, which in turn writes them to the Central Database. Note that the 15-minute interval requires a larger amount of database space than the 30-minute interval.

Deployment: Change deployment type

You can change your deployment type using the Deployment tool. There are more than a dozen possible Deployment types. Each has its own feature, capacity, and configuration limits.

Important:

Changing deployment type can have significant impact on call processing capacity, configuration limits, and the features and configuration tools you can access. You should fully understand a deployment type change before you proceed.

Change to a non-Packaged CCE deployment

To change to any deployment type other than Packaged CCE: CCE-PAC-M1:

  1. Navigate to Unified CCE Administration System > General > Deployment.
  2. Click on the Deployment Type field. The Configure Deployment popup window opens.
  3. Select a deployment type from the drop-down list. The system responds with a warning that explains the effects of implementing the change and requires your confirmation.
  4. Click Yes.
    One of the following appears:
    • A congratulations message.
    • Error messages.

Change to a Packaged CCE deployment

When you change to a Packaged CCE deployment, you are asked for the following system component information:

  • Side A and Side B servers: host or IP address, username, and password
  • Unified CM (on box): Unified CM Publisher and AXL username and password
  • Unified CM (external): Unified CM Publisher name and IP address, and AXL username and password
  • Unified CVP Ops Console: System CLI username and password
  • Unified CCE Diagnostic Framework: Diagnostic Framework username and password. This username and password must be valid on all CCE components in your deployment (the Side A and B Unified CCE Data Servers and the Side A and B Unified CCE Call Servers).

To change to Packaged CCE: CCE-PAC-M1:

  1. Navigate to Unified CCE Administration System > General > Deployment.
  2. Click on the Deployment Type field. The Configure Deployment popup window opens.
  3. Select Packaged CCE: CCE-PAC-M1 from the drop-down menu. The system responds with a warning that explains the effects of implementing the change and requires your confirmation.
  4. Click Yes.
  5. Initiate the VM Validation process by entering the host (or IP address), username, and password for the two core servers (Side A and Side B).
  6. Click Next. You see error messages if you entered incorrect credentials for Side A or Side B, or if your system does not conform to the VM Validation, System Validation, and Capacity rules. VM Validation includes validating:
    • Properties of the host system and VMs.
    • VM network configuration.
    • VM power status.
    • VMware tools are installed on the VMs.
    Packaged CCE supports several Unified CM configurations. To see errors that apply to your configuration, select it from the Select Unified CM Deployment configuration drop-down menu. The error message lists any unmatched and required VMs. An unmatched VM is a VM that is detected by the scan, but that does not meet the requirements. A required VM is a required VM that was not detected by the scan. Typically, if the scan returns an unmatched VM, it will also return a required VM. For example, if the VM for your Unified CCE Data Server does not match the requirements, the VM is listed as an unmatched VM, and Unified CCE Data Server is listed as a required VM. Fix any errors and click Retry to continue. Once you have corrected all of the errors, you have successfully changed to a Packaged CCE deployment. Complete the following steps to be able to access the System Inventory.
  7. For an on-box Unified Communications Manager deployment, specify Side A Unified CM information by selecting the Unified CM Publisher from the drop-down menu and then entering the AXL username and password for that VM. Click Next. For an external Unified CM deployment, enter the Unified CM publisher name and IP address and the AXL username and password. The system validates that you have entered the correct credentials.
  8. Enter the Unified CVP Operations Console Server System CLI username and password. Click Next The system validates that you have entered the correct credentials and scans for gateways.
  9. Enter the Unified CCE Diagnostic Framework username and password. These credentials must be valid on all CCE components in your deployment (the Side A and B Unified CCE Data Servers and the Side A and B Unified CCE Call Servers). Click Next. A congratulations message appears.
  10. Click Finish to close the Configure Deployment popup window and view your System Inventory.

Note


You must enter all required information in the Configure Deployment popup window to view the System Inventory. If you navigate away from the Deployment tool before entering all required information in the Configure Deployment popup window, the popup opens automatically the next time you open the Deployment tool.


VM validation

The validation for the Packaged CCE: CCE-PAC-M1 deployment type makes the following checks to ensure conformance with the Cisco-provided OVA files.

  • For Hosts:
    • Vendor
    • BIOS
    • ESXi version
    • Total number of VMs
    • Maximum CPU
    • Minimum memory
    • Exact disk size
  • For VMs:
    • Number of CPUs
    • CPU reservation
    • Exact memory
    • Exact disk size
    • Exact number of disks
    • VMware tools

Deployment: System Inventory

The System Inventory is a visual display of the Virtual Machines (VMs) on Side A, the VMs on Side B, External Machines, and the Gateways in your deployment. You can access the System Inventory after you have completed the change to a Packaged CCE deployment and have entered all required information in the Configure Deployment popup window. (See Deployment: Change deployment type)

System Inventory contents are updated when you select or change deployment type and after regular system scans. If a system scan detects VMs that do not conform to Packaged CCE requirements, the Configure Deployment popup window opens automatically, detailing the errors. You can access the System Inventory again after you have corrected the errors and completed the Configure Deployment popup window.

For each machine with validation rules, the System Inventory displays the total number of alerts for those rules. The alert count is updated after system scans. Click the alert count to open the Server Status popup window, which lists all of the rules for that machine and indicates which have warnings and errors.

The Server Status popup window for the Side A Unified CCE Data Server also includes a System Validation tab that shows the status of your system with regard to each specification rule, a description of the rule, and the actual value on your system.

Restriction:

Departmental administrators cannot add, edit, or delete information in the System Inventory. Global administrators who are configured as "read-only" cannot add, edit, or delete information in the System Inventory.

Table 1 System Inventory layout and actions
Item Notes Actions
Validate

If a system scan detects an error or warning for validation rules, the Validate button appears above the Solution Inventory. After you have corrected the errors or warnings, click Validate to run an immediate scan and verify that you corrected the problem.

Click Validate.
Side A This panel shows all VMs on Side A.
These VMs are editable. Click the VM pencil icon to edit the following fields:
  • Unified CCE Data Server—Diagnostic Framework Service Username and Password. (Public and Private IP Addresses are not editable.)
  • Unified CM Publisher—AXL Username and Password. These are the credentials for connecting to the Unifed CM Publisher. (Name and Address are not editable.)
    Note   

    Only available for on-box deployments.

  • Unified CVP Ops Console Server—Username and Password for the Web Services Manager. (Name and Address are not editable.)
    Note   

    Updating the Unified CVP Operations Console Server initiates a scan for gateways. The popup window closes when the scan for gateways is finished.

These VMs are not editable:
  • Unified CCE Call Server
  • Unified CVP 1
  • Unified CVP 2
  • Unified Intelligence Center Publisher
  • Unified CM Subscriber
    Note   

    Only available for on-box deployments.

  • Finesse Primary

Unified CM—If the administrator has manually added an additional Unified CM, the scan detects it, and you see a third Unified CM box on Side A. Click the pencil icon to open a dialog where you can identify the Unified CM as a publisher or a subscriber.

You can launch the administration tool for these VMs by clicking the VM arrow icon:

  • Unified Intelligence Center Publisher
  • Unified CVP Ops Console Server
  • Finesse Primary
Side B This panel shows all VMs on Side B.
These VMs appear in the Side B panel and are not editable:
  • Unified CCE Call Server
  • Unified CCE Data Server
  • Unified CVP 1
  • Unified CVP 2
  • Unified CM Subscriber 2
    Note   

    Only available for on-box deployments.

  • Unified CVP Reporting
    Note   

    Not a required component. Present only when configured.

  • Unified Intelligence Center Subscriber
  • Finesse Secondary

External Machines

This panel shows all external machines in the deployment, and can include any of the following:
  • HDS
  • Unified CM Publisher (off-box only deployment)
  • Unified CM Subscriber (off-box only deployment)
  • SocialMiner
  • Unified CVP Reporting
  • MediaSense
Note   

Unified CM Subscriber machines are dedicated to the contact center. When you configure an external Unified CM Publisher, its Unified CM Subscribers are added to the System Inventory automatically.

The external HDS and external Unified CM Subscribers are auto-detected. You do not need to add, edit, or delete them. You can add, edit, or delete other External Machines as follows:

To add:
  1. Click Add External Machine.
  2. Complete all required fields.
    • For the Unified CM Publisher, fields are Name, Address, and AXL Username and Password. The system validates the AXL information, connects to the Unified CM Publisher, and then automatically adds the Unified CM Subscribers to the System Inventory.
    • For all others, fields are Name and Address.
  3. Click Save.
To edit:
  1. Click the machine pencil icon.
  2. Edit fields as needed. Click Save.
Note   

If you edit the Unified CM Publisher, the Unified CM Subscribers associated with the publisher are updated automatically. You cannot edit Unified CM Subscribers from the System Inventory.

To delete, click the x on the machine. Confirm the deletion.

Note   

If you delete the Unified CM Publisher, the Unified CM Subscribers are deleted automatically.

You can open the administration tool for these external machines by clicking the arrow icon in the machine box:

  • Unified CM Publisher
  • SocialMiner
  • MediaSense
Gateways

The system scans for gateways every time you edit fields in the Unified CVP Ops Console Server popup window.

It is common practice to add inbound gateway information (hostname, IP Address) in the CVP OAMP, but not to configure outbound gateway information. If both inbound and outbound gateways are configured in the CVP OAMP, the System Inventory displays gateway information used for inbound and outbound calls.

The System Inventory displays the read-only name and address for each gateway.

Agent trace

Enabling agent trace allows you to track and report on every state an agent passes through. You might enable agent trace if you have concerns about the productivity or performance of one or more agents.

Important:

Enabling trace can affect system performance, as it requires additional network bandwidth and database space. Typically, you use this feature for short-term tracking of specific agents. The system imposes a configuration limit on the number of agents for whom you can enable trace.

Agent Trace is an option on the Settings menu.

Open this tool to view, add, and remove agents for whom agent trace is enabled.

To add trace to an agent:
  1. Click Add to open the Add Agents with Trace Enabled popup window. Use the sort and search features to navigate the list.
  2. Click one or more agent usernames to give them the trace-enabled status.
  3. Close Add Agents with Trace Enabled to return to the list.
  4. Click Save on the List window to confirm the trace status for the agents you added. Click Revert before you save to remove an agent from the Trace Enabled list.
To remove trace from an agent:
  1. On the List of Agents with Trace Enabled window, locate the agent whose trace status you want to remove.
  2. Click the x icon to clear trace status for that agent.
  3. Click Save on the List window to confirm the removal. To cancel, click Revert.

Log collection

Use the Log Collection tool to collect logs for Unified CCE, Unified CVP, and Unified Communications Manager. You can select individual or multiple components for log collection, and specify the start and end time for the logs. The maximum duration for log collection is eight hours. You can run one log collection at a time.

The logs for all selected components are consolidated into a single zip file. You can download the zip file once log collection is complete.

Delete a stored log collection by clicking the trash can icon for that collection in the list.

Unless limited by their role, administrators have full access to Log Collection. Supervisors have no access to this tool.

Important:

Run log collection during off-peak hours. Do not run log collection during heavy call load.

To collect log files:

  1. Navigate to System > Log Collection.
  2. Check each component for which you want to collect logs, or check All Components.
  3. Select a Start Time and End Time for log collection by clicking the calendar icon. Pick a date and time from the popup window, and then click anywhere outside the popup window to save your selection.
  4. Click Collect Logs. The new log collection appears in the list with an in progress icon in the Status column. When the log collection is complete, its download and trash can icons are enabled automatically.

    Note


    If errors are encountered during log collection, the Status column shows an error icon. Hover over the icon to view the tooltip which explains the error. If the Unified CCE Web Administration service restarts during log collection, a cancelled icon appears in the status column. You can delete log collections that have errors or have been cancelled; you cannot download these collections.


  5. Click the download icon to download the log zip file.