Cisco Unified CCX Administration Guide, Release 9.0(1)
Provision Unified CM for Unified CCX
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Provision Unified CM for Unified CCX

When you access Unified CCX Administration for the first time in a cluster, the system automatically initiates the cluster setup procedure once for each cluster to perform the following tasks:

  • Identify Unified CCX license files
  • Enter information about Unified CM Administrative XML Layer (AXL) and Unified CM Telephony and RmCm providers

You can modify the Unified CM information from Unified CCX. See the Installation Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 9.0(1) for detailed information on how to perform the initial system setup using the Unified CCX Administration web interface.

The following topics explain how to modify the Unified CM information from Unified CCX:

Configure Unified CM information

During initial setup of Unified CCX using the Unified CCX Administration web interface, the administrator who installed the Unified CCX should have already provided the Unified CM IP address and hostname(s). The administrator must also provide the Administrative XML Layer (AXL) authentication (user ID and password) information.

The Unified CM Configuration web page allows you to configure and update the AXL authentication information, Unified CM Telephony subsystem information, and RmCm Provider configuration information from within Unified CCX.

This page has four blocks of information: AXL service details, Unified CM Telephony Provider details, and RmCm Provider details.

Related Tasks
Related References
Related Information

Modify AXL information

To change previously configured AXL information, complete the following steps.

Procedure
    Step 1   From the Unified CCX Administration menu bar, choose System > Cisco Unified CM Configuration.

    The Cisco Unified CM Configuration web page opens.

    Step 2   Go to the AXL Service Provider Configuration section to modify the AXL information using the following fields:

    Field

    Description

    AXL Service Provider Configuration

    Selected AXL Service Providers

    Lists the AXL service providers selected by the Unified CCX user. Select the required entry and move to the opposite list box using the right and left arrows. Arrange the order of the selected entries using the up and down arrows.

    Note   

    If you deselect the AXL service provider from the Selected list box, a Microsoft Internet Explorer or Mozilla Firefox window opens, informing you about the (list of) deselected services. For security reasons (in case the service is being used by another AXL service provider), manually disable the AXL service only from the Unified CM.

    Available AXL Service Providers

    Lists the Unified CM entries in the cluster. Select the required entry and move to the opposite list box using the right and left arrows.

    Note   

    Make sure you configure multiple AXL providers running the AXL Service for a redundant system.

    Cluster Wide Parameters

    User Name

    The Unified CM User ID. This information is provided during cluster setup in the Unified CCX installation process.

    When you select an AXL Service Provider, the corresponding username is automatically displayed in this field. This is a mandatory field.

    Password

    Password for the Unified CM User ID. This information is provided during cluster setup in the Unified CCX installation process. When you select an AXL Service Provider, the corresponding user password is automatically displayed in this field. This is a mandatory field.

    Step 3   After logging in to the Unified CCX Administration web interface, follow these steps to update the AXL password:
    1. Log in to Unified CM Administration web interface and update the password for the application user (AXL provider).
    2. Navigate back to System > Cisco Unified CM Configuration web page of Unified CCX and enter the new password in the Password field.

      A dialog box prompts you to confirm the AXL username and password. Re-enter the AXL user ID and password and click Login.

      The system validates the data and takes you back to the Unified CM configuration page.

    3. Enter the updated password once again to validate and click Update.

      The AXL password is updated successfully and you should be able to log in to Unified CCX Administration web interface of Unified CCX with the new AXL password.

    Step 4   Click Update at the top of the Cisco Unified CM Configuration web page or the Update button that displays at the bottom of the web page to save the changes. The Unified CM Configuration web page refreshes to display the new settings.

    The selected AXL services are now enabled. If the selected AXL services cannot be enabled, an error message instructs you to reselect AXL service providers.

    Related Tasks
    Related Information

    Modify Unified CM Telephony information


    Note

    The Unified CM Telephony client is installed in the background after you configure the Unified CM Telephony user. The Unified CM Telephony client runs silently and verifies that the right version and the right client are installed.

    Configuring the Unified CM Telephony user does not automatically install the Unified CM Telephony client. This is normally done during activation of Unified CCX Engine in component activation (see Cisco Unified Contact Center Express Serviceability Guide). To do it manually, go to Subsystems > Unified CM Telephony and select Cisco JTAPI Resync submenu option from the Unified CCX Administration menu bar.

    The latest list of CTI Managers within a cluster are listed in this section. If the Unified CM is not functioning or if the Unified CCX is not able to connect to the Unified CM for any reason, information obtained from the most recent connection is saved as a part of the bootstrap information.

    To change previously configured Unified CM Telephony information, complete the following steps.

    Procedure
      Step 1   From the Unified CCX Administration menu bar, choose System > Unified CM Configuration.

      The Cisco Unified CM Configuration web page opens.

      Step 2   Scroll down to Unified CM Telephony Subsystem - Unified CM Telephony Provider Configuration section and reconfigure the Unified CM Telephony information using the following fields.

      Field

      Description

      Unified CM Telephony Subsystem—Unified CM Telephony Provider Configuration

      Selected CTI Managers

      Lists the CTI Managers selected by the Unified CCX user. Select the required entry and move to the opposite list box using the right and left arrows. Arrange the order of the selected entries using the up and down arrows.

      Note   

      If you deselect CTI Managers from the Selected list box, a Microsoft Internet Explorer or Mozilla Firefox window opens, informing you about the (list of) deselected CTI Managers.

      Available CTI Managers

      Lists the CTI Managers in the cluster. Move to the opposite list box using the right and left arrows.

      Cluster Wide Parameters

      User Prefix

      The syntax of the User ID is: <userprefix>_<nodeid>

      For example, if you set this field to cti_user, the User ID for Node 1 will be cti_user_1. This is a mandatory field.

      Password

      Password you defined for the User ID in Unified CM.

      If a CTI Manager is already selected, the corresponding password is displayed in this field. This is a mandatory field.

      Confirm Password

      Re-enter the password that you provided in the Password field. This is a mandatory field.

      Step 3   Click Update at the top of the Cisco Unified CM Configuration web page or click the Update button that displays at the bottom of the web page to save the changes.

      The Unified CM Configuration web page refreshes to display the new settings.

      The newly selected CTI Manager is now enabled. If the selected CTI Manager cannot be enabled, an error message instructs you to reselect CTI Managers.

      Note   

      In a HA over WAN deployment of Unified CCX, the JTAPI user will be created only for the selected node. To create JTAPI user for the HA node, you have to explicitly select the HA node, make necessary updates, and click Update.

      Related Tasks
      Related References
      Related Information

      Modify RmCm provider information

      The list of all CTI Managers available in a cluster are saved as a part of the bootstrap information. You can change to any available CTI Managers listed in the Available CTI Managers list box in this page.


      Note

      The RmCm Provider specified through the Unified CCX Administration is automatically created in Unified CM. You do not need to use the Unified CM web interface to create the user.

      To change previously configured RmCm provider information or to configure a new RmCm Provider, complete the following steps.

      Procedure
        Step 1   From the Unified CCX Administration menu bar, choose System > Unified CM Configuration.

        The Unified CM Configuration web page opens.

        Step 2   Scroll down to RmCm Subsystem - RmCm Provider Configuration and reconfigure the selected CTI Manager using the following fields:

        Field

        Description

        RmCm Subsystems—RmCm Provider Configuration

        Selected CTI Managers

        Lists the CTI Managers selected by the Unified CCX user. Select the required entry and move to the opposite list box using the right and left arrows. Arrange the order of the selected entries using the up and down arrows.

        Note   

        If you deselect CTI Managers from the Selected list box, a Microsoft Internet Explorer or Mozilla Firefox window opens, informing you about the (list of) deselected CTI Managers.

        Available CTI Managers

        Lists the CTI Managers in the cluster. Move to the opposite list box using the right and left arrows.

        User ID

        User prefix for the Unified CM User IDs to be created in Unified CM.

        If a CTI Manager is already selected, the corresponding user name is displayed in this field. If you change the CTI Managers, be sure to enter the corresponding user prefix for the selected service. This is a mandatory field.

        Password

        Password you defined for the User ID in Unified CM.

        If a CTI Manager is already selected, the corresponding password is displayed in this field. If you change the CTI Manager, be sure to enter the corresponding password for the selected service. This is a mandatory field.

        Confirm Password

        Re-enter the password that you provided in the Password field. This is a mandatory field.

        Step 3   Click Update at the top of the Cisco Unified CM Configuration web page or click the Update button that displays at the bottom of the web page to save the changes.

        The Unified CM Configuration web page refreshes to display the new settings.

        The newly selected RmCm Provider is now enabled. If the selected RmCm Provider cannot be enabled, an error message instructs you to reselect RmCm Provider.

        Related Tasks
        Related Information

        Unified CM for Unifed CCX configuration

        To enable Unified CCX to communicate with Unified CM, you also need to assign extensions for the users who will be agents in your Unified CCX system.


        Note

        If you delete a Unified CCX user with Administrative rights from Unified CM, you can still log in to the Unified CCX Administration web interface as an application user.


        Note

        Q Signaling (QSIG) and Path Replacement (PR) features of Unified CM are not supported by Unified CCX.

        Invoke Unified CM administration

        Begin the process of configuring Unified CM by connecting to the Unified CM Administration web interface.

        To connect to the Unified CM Administration web interface, complete the following steps.

        Procedure
          Step 1   From a web browser on any computer on your network, enter the following URL: https://servername/ccmadmin.

          In this example, servername is the hostname or IP address of your Unified CM server.

          A Security Alert dialog box displays.

          Step 2   Click the appropriate button.
          Step 3   At the main Cisco Unified Communications Manager Administration web page, enter the Unified CM username and password, and then click Login.

          The Unified CM Administration web page appears.

          You are now ready to use the Unified CM Administration web interface to configure users for Unified CCX.

          Unified CM users as agents


          Warning

          Do not configure Unified CM users having same username/password as the application administration credentials (configured during installation). Doing so may restrict the Unified CM when shared across multiple Unified CCX servers.


          Caution

          When logging in to Cisco Agent Desktop, agents use the Unified CM user ID and password. While the Unified CM limits agent IDs to 128 alphanumeric characters, the Unified CCX limits agent IDs to 31 alphanumeric characters. Be sure to abide by the 31-character limit when configuring agents in Unified CM.


          Note

          Languages like Cyrillic use 2 bytes per character. Some of the desktop applications do not support more than 16 characters. Hence, the first name, the last name, and the user ID of the agent for those languages should be restricted to 16 characters.

          To use any version of Unified CM, you must first ensure that you define Unified CM users as Unified CCX agents in Unified CM. After you perform this task, these Unified CCX agents can be combined into Resource Groups, assigned Skills, and placed in CSQs.


          Note

          In Unified CCX, this operation is called "associating a device."

          Guidelines for agent phone configuration

          Follow these guidelines when configuring agent phones for Unified CCX agents:

          • Choose Device > Phone in Unified CM Administration. The Find and List Phones window displays. Enter search criteria to locate a specific phone and click Find. A list of phones that match the search criteria displays. Click the device name of the phone to which you want to add a directory number. The Phone Configuration window displays. In the Unified CM Administration Phone Configuration web page, select the required Association Information (on the left) to get to the Directory Number Configuration web page. On this page, make the following changes:
            • In the Multiple Call/Call Waiting Settings section, set the Maximum Number of Calls to 2 (default is 4) for Cisco Unified IP Phones 7900 Series and 3 for Cisco Unified IP Phones 8961, 9951, and 9971.
            • In the Multiple Call/Call Waiting Settings section, set the Busy Trigger value to 1 (default is 2).
            • In the Call Forward and Call Pickup Settings section, verify that you do not forward any Unified CM device to the Unified CCX extension of an agent.
            • In the Call Forward and Call Pickup Settings section, verify that you do not configure the Unified CCX extension of an agent to forward to a Unified CCX route point.
          • Always disable (turn off) Secure Real-Time Transport Protocol (SRTP) when configuring a Cisco Unified Communications product. You can disable SRTP for a specified device or for the entire Unified CM:
            • For a specified device: Choose Device > Phone. In the Find and List Phone page, select the required phone device. In the Phone Configuration page for the selected phone, scroll down to the Protocol Specific Information section.To turn off SRTP on the phone device, select any one of the Non Secure SCCP Profile auth by choices from the drop-down list of SCCP Phone Security Profile or SCCP Device Security Profile field.
            • For the entire Unified CM cluster: Choose System > Enterprise Parameters. In the Enterprise Parameters Configuration page, scroll down to the Securities Parameters section, to verify that the corresponding value for the Cluster Security Mode field is 0. This parameter indicates the security mode of the cluster. A value of 0 indicates that phones will register in nonsecure mode (no security).
          • The Unified CCX extension for the agent must be listed within the top 4 extensions on the device profile. Listing the extension from position 5 on will cause Unified CCX to fail to monitor the device, so the agent will not be able to log in.
          • Do not forward any Unified CM device to the Unified CCX extension of an agent.
          • Do not configure the Unified CCX extension of an agent to forward to a Unified CCX route point.
          • Do not use characters other than the numerals 0 to 9 in the Unified CCX extension of an agent.
          • Do not configure two lines on an agent phone with the same extension when both lines exist in different partitions.
          • Do not assign a Unified CCX extension to multiple devices.
          • Do not configure the same Unified CCX extension in more than one device or device profile. (Configuring a Unified CCX extension in one device or device profile is supported.)
          • To use Cisco Unified IP Phones 9900 Series, 8900 Series, and 6900 Series as agent devices, the RmCm application user in Unified CM needs to have "Allow device with connected transfer/conference" option assigned to itself.

          To determine a list of Unified CCX agent devices supported by Cisco Agent Desktop, see the Cisco Unified CCX Software and Hardware Compatibility Guide for active releases available at: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​device_​support_​tables_​list.html.

          Related Tasks

          Assign Unified CM users as Cisco TelePresence virtual agents

          The Cisco TelePresence application enables enterprises to create a live, face-to-face interaction with customers over the network. This solution allows rapid deployment of a virtual contact center infrastructure. Agents using Cisco TelePresence are referred to as virtual agents in this guide. Virtual agents connect to callers using Unified CCX, thus incorporating ACD, CAD, CTI, and Unified IP IVR with Cisco Unified CM and providing the entire solution on one server.


          Note

          For more information on the Cisco TelePresence solution, see http:/​/​www.cisco.com/​en/​US/​products/​ps7060/​index.html.

          The following guidelines apply for the Cisco TelePresence integration with Unified CCX:

          • The only commonly supported codec for Unified CCX and Cisco TelePresence is G711.
          • The following supervisor features are not supported:
            • Monitoring and Recording is not supported for Cisco TelePresence integration with Unified CCX.
            • Due to the unavailability of third-party call control, Cisco Supervisor Desktop (CSD) features, Barge-in, and Intercept are not supported.
          • You will not be able to use the call control Cisco Agent Desktop (CAD) features (Hold, Unhold, Answer, Transfer, Conference, Make Call, and Touch Tone). Be sure to remove or disable these features from CAD as specified in Step 4 in the following procedure.

          Follow this procedure to assign Unified CM users as virtual agents:

          Procedure
            Step 1   Identify the required Cisco TelePresence system that will participate as a virtual agent in the Unified CCX application.
            1. Note the Unified CM extension of the Cisco TelePresence deployment.
              Note   

              The Cisco Unified IP Phone 7970G and Cisco TelePresence system must be assigned the same extension in Unified CM, because they both share the same line.

            2. Note the MAC address or the Directory Number of the Cisco Unified IP Phone 7970G connected to the identified Cisco TelePresence system.
              Tip   

              From the Unified CCX perspective, this is another SIP endpoint.

            Step 2   Associate the Cisco Unified IP Phone 7970G with the Unified CM user to configure this user as a virtual agent.
            Step 3   Associate the Cisco Unified IP Phone 7970G with the RmCm provider.
            Note   

            Do not associate the corresponding Cisco TelePresence system with the RmCm provider.

            Step 4   Customize the Cisco Agent Desktop workflow groups (see Cisco Desktop Administrator Users Guide).
            Tip   

            All the Cisco Agent Desktop call control buttons must be disabled because third-party call control will not be available for the Cisco TelePresence integration with Unified CCX.

            Related Information

            Unified CM users as Unified CCX agents


            Warning

            Do not configure Unified CM users having same username/password as the application administration credentials (configured during installation). Doing so may restrict the Unified CM when shared across multiple Unified CCX servers.


            Caution

            When logging in to Cisco Agent Desktop, agents use the Unified CM user ID and password. While the Unified CM limits agent IDs to 128 alphanumeric characters, the Unified CCX limits agent IDs to 31 alphanumeric characters. Be sure to abide by the 31-character limit when configuring agents in Unified CM.

            RmCm uses the Unified CM database to determine which devices it can control and provides an interface method for getting the Media Access Control (MAC) address of the calling party.

            After you install RmCm, you have access to the Unified CM database. The database stores parameters that initialize Unified CM Telephony, user profiles, application logic, network-specific configuration information, and Directory Number Associations such as Primary Extension and Unified CCX Extension.

            The Primary Extension field represents the primary directory number for the end user. End users can have multiple lines on their phones. From the drop-down list box, choose a primary extension when associating devices for this end user.

            Unified CCX Extension allows you to define Unified CM users as Unified CCX agents in Unified CM.

            To assign Unified CCX devices to end users and application users in the Unified CM, these users must first exist in Unified CM. If these users do not exist, you must first add the users. See the Cisco Unified Communications Manager Administration Guide to obtain detailed information about the Unified CCX web interface and configuration procedures. After adding the end user and the application user, be sure to modify their Unified CCX settings.

            Modify existing Unified CM users

            Note

            Be sure to assign Unified CCX devices to both end users and application users in the Unified CM web interface.

            To assign devices to an end user, you must access the End User Configuration window for that user. The End User Configuration window in Unified CM Administration allows the administrator to add, search, display, and maintain information about Unified CM end users.

            To assign devices to an application user, you must access the Application User Configuration window for that user. The Application User Configuration window in Unified CM Administration allows the administrator to add, search, display, and maintain information about Unified CM application users.


            Note
            If Enterprise Mobility (EM) is used together with both Cisco Unified Communications Manager release 8.0 or later and Cisco Unified CM, the Resource Manager application user must be associated with the device profile and not with the device.

            To modify the Unified CCX Extension settings for existing Unified CM users who are Unified CCX agents, complete the following steps.

            Procedure
              Step 1   Connect to the Unified CM Administration web interface.

              The Unified CM Administration web page appears.

              Step 2   Choose User Management > End User.

              The Find and List End Users page displays. Use the two drop-down list boxes to search for an end user.

              Tip   

              To find all end users that are registered in the database, click Find without entering any search text. A list of discovered end users displays. Then, skip to Step 6.

              Step 3   From the first Find end user where drop-down list box, choose one of the listed criteria.
              Step 4   From the second Find end user where drop-down list box, choose one of the listed criteria.
              Step 5   Specify the appropriate search text, if applicable, and click Find.

              A list of discovered end users displays.

              Step 6   From the list of records, click the end user name that matches your search criteria.

              The End User Configuration page opens, displaying the configuration information for the end user that you chose.

              Step 7   In the Controlled Devices list box below the Device Information section, select the device and click the Down arrow below the Available Profiles list box. If the device that you want to associate with this end user is not displayed in this pane, do the following to associate devices with an end user:
              1. From the Device Information pane, click Device Association. The User Device Association page opens.
              2. Finding a Device: Because you may have several devices in your network, Cisco Unified Communications Manager lets you locate specific devices on the basis of specific criteria. Click Find. All or matching records display. You can change the number of items that display in each page by choosing a different value from the Rows per Page drop-down list box.
              3. Associating a Device: From the Device association for (this particular end user) pane, choose the devices that you want to associate with this end user by checking the box to the left of the device names. You can also use the buttons at the bottom of the window to select and deselect devices to associate with the end user.
              4. To complete the association, click Save Selected/Changes.
              5. From Related Links drop-down list box in the upper right corner of the web page, choose Back to User, and click Go.

                The End User Configuration page displays, and the associated devices that you chose display in the Controlled Devices pane.

              Step 8   Select the required device and save your changes to associate that device with this end user.

              After the device is associated, the Controlled Devices field displays the description information (for example, the MAC address) that the end user controls.

              Step 9   In the End User Configuration page, scroll down to the Directory Number Associations section.
              Step 10   In the Primary Extension field drop-down list and the IPCC Extension field drop-down list, choose the required agent extension for this device.

              These fields represent the primary directory number for the end user. End users can have multiple lines on their phones. If you have a single line, be sure to select the same extension for both fields.

              Step 11   Click Update to apply the changes.

              The specific End User Information page for this user appears, with the message that the update was successful.

              Step 12   From the Unified CM Administration menu bar, choose User Management > Application User. RmCm Providers are referred to as application users in Unified CM.
              Note   

              When you associate one device with the Unified CCX agent (end user), you must also be sure to associate the same device with the Unified CCX RmCm Provider (application user).

              The Find and List Application Users window displays. Use the two drop-down list boxes to search for the application users in Unified CM.

              Tip   

              To find all application users registered in the database, click Find without entering any search text. A list of discovered end users displays. Then, skip to Step 16.

              Step 13   From the first Find application user where drop-down list box, choose one of the listed criteria.
              Step 14   From the second Find application user where drop-down list box, choose one of the listed criteria,
              Step 15   Specify the appropriate search text, if applicable, and click Find.

              A list of discovered application users displays.

              Step 16   From the list of records, click the application user name that matches your search criteria.

              The window displays the application user that you choose.

              Step 17   Repeat Step 7 and Step 8 for the selected Application User.

              These steps ensure that the Unified CM application users are also defined as Unified CCX agents in Unified CM.

              Step 18   Click Update to apply the changes.

              The specific Application Information page for this user appears, with the message that the update was successful.

              See the "User Management Configuration" section in Cisco Unified Communications Manager Administration Guide for detailed information on how to configure an end user and application user using Unified CM.

              Now that you have defined the agent in Unified CM, you can configure agents in Unified CCX. Subsequent to that, you will also need to configure resource groups and CSQs.

              Related Tasks
              Related References
              Related Information

              Configure Tool for Auto-Registered Phones Support (TAPS)

              The Tool for Auto-Registered Phone Support (TAPS) loads a preconfigured phone setting on a phone. The TAPS works in conjunction with the Bulk Administration Tool (BAT). After the BAT is used to bulk add phones with dummy MAC addresses to Cisco Unified Communications Manager Release 9.0(1) (Unified CM) Administration, you can plug the phones into the network.

              The administrator or users can then dial a TAPS directory number that causes the phone to download its configuration. At the same time, the phone gets updated in the Unified CM database with the correct MAC address of the phone. Refer to Configuring the Bulk Administration Tool (BAT) if you are not familiar with the BAT.

              For the TAPS to function, you must make sure that Auto-registration is enabled in Cisco Unified CM Administration (select System > Cisco Unified CM). Follow the instructions in the procedure below to install and configure TAPS application with Unified CCX 9.0(1).

              Procedure
                Step 1   Log in to Cisco Unified CM Administration Release 9.0(1) and choose Application > Plugins from the Cisco Unified CM Administration menu bar.
                Step 2   In the Find and List Plugins web page, search for "Cisco TAPS" and click Find.
                Step 3   Download the TAPS_AAR.aar file to your client PC, which is used for accessing Unified CM Administration and Unified CCX Administration.
                Step 4   Install Unified CCX 9.0(1) using the procedure described in Installing Cisco Unified Contact Center Express Release 9.0(1) Guide. Complete Steps 1 to 15 in the "Performing the Initial Setup for a Deployment with Cisco Unified CM" section of the Installing Cisco Unified Contact Center Express Release 9.0(1) Guide.
                Step 5   After completing Steps 1 to 15, follow these steps from the User Configuration page in Unified CCX Administration:
                1. In the Cisco Unified CM Users list box, select the Cisco Unified CM user whom you want to designate as the Cisco Unified CCX administrator and who can configure TAPS.
                2. Click the left arrow (<) to move the selected user to the Cisco Unified CCX Administrator list box.
                3. Click Finish. The Cisco Unified CCX Setup Result Information window displays. This window confirms the result of the initial setup. The Cisco Unified CCX engine will restart.
                4. Close your web browser.
                Step 6   Log in to Cisco Unified CCX Administration as the Unified CCX application administrator, who can configure TAPS. After installing and configuring Unified CCX 9.0(1) and Unified CM, follow the procedure below to set up TAPS.
                1. From the Unified CCX Administration menu bar, choose Applications > AAR Management. Click Browse and upload the TAPS_AAR.aar file that you downloaded in Step 3 from Unified CM.

                  On successful upload, you will see a confirmation message in the status bar at the top of the AAR Management web page.

                  Note   

                  For TAPS configuration, you need to restart the Unified CCX engine and Unified CCX Cluster View Daemon (CVD). You can restart the CVD using the CLI command - utils service <service name> stop/start.

                2. After restarting the CVD, log in once again to Cisco Unified CCX Administration as the Unified CCX application administrator. From the Unified CCX Administration menu bar, choose Subsystems > Unified CM Telephony > Call Control Group. Click Add New and provide the Call Control Group Configuration values for TAPS using the following fields:
                  • Group ID
                  • Number of CTI Ports
                  • Media Termination Support
                  • Device Name Prefix
                  • Starting Directory Number
                3. From the Unified CCX Administration menu bar, choose Subsystems > Cisco Unified CM Telephony > Triggers. Click Add New and specify values for the following mandatory fields:
                  • Directory Number
                  • Language
                  • Application Name
                  • Device Name
                  • Description
                  • Call Control Group: The call control group types can be Inbound or Outbound for Unified CCX running with Unified CM.
                4. Choose Subsystems > Cisco Unified CM Telephony > Data Resync from the Cisco Unified CCX Administration menu bar to check and resynchronize the JTAPI data between Cisco Unified CM and Cisco Unified CCX.
                5. From the Unified CCX Administration menu bar, choose Applications > Application Management. The Application Management web page opens, displaying the details of existing applications.
                6. Click the Add New icon or button. The Add a New Application web page opens.
                7. From the Application Type drop-down menu, choose Cisco Script Application and click Next. The Cisco Script Application configuration web page opens.
                8. In the Script field, select the script "/TAPS.aef" from the drop-down list and enter the IP address of the Cisco Unified CM in the text box below the Script drop-down list.
                9. Check the check box against Cisco_Unified_CM_IP_Address field.
                10. Click Yes radio button in the Enabled field.
                11. Click Update.
                12. Log in to Cisco Unified CM Serviceability Page and restart the TAPS Service.