Cisco Unified CCX Administration Guide, Release 9.0(1)
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Contents

Subsystems menu

The Subsystems menu of the Unified CCX Administration web interface provides access to the subsystems that are licensed for your Unified CCX system.

The Unified CCX system uses subsystems for communicating with other services. Depending on the Unified CCX package you have installed, the Subsystems menu may contain some or most of the following menu options:

  • Cisco Unified CM Telephony—to enter Unified CM Telephony provider information, Computer Telephony Interface (CTI) port group information, Unified CM Telephony trigger information, and to resynchronize Unified CM Telephony information.
  • RmCm—to set up your Unified CCX resources.
  • Chat—allows Unified CCX to configure and manage chat CSQs, chat widget list, and configure SocialMiner.
  • Outbound—to configure contact centers for automated outbound activities.
  • ICM—to configure the Unified Intelligent Contact Management Enterprise (Unified ICME) subsystem to interact with Unified ICME software and to add new Voice Response Units (VRU) scripts.
  • Database—to configure the Unified CCX system to communicate with database servers.
  • HTTP—to configure the Unified CCX Engine to respond to requests from a variety of web clients, including computers and IP phones.
  • eMail—to configure the Unified CCX Engine to communicate with your email server and enable your applications to create and send email.
  • Cisco Media—to configure Cisco Media Termination (CMT) dialog groups that can be used to handle simple Dual-Tone Multi-Frequency (DTMF) based dialog interactions with customers.
  • MRCP ASR—to configure the MRCP Automated Speech Recognition (ASR) subsystem, which allows users to navigate through a menu of options using spoken responses to prompts.
  • MRCP TTS—to configure the MRCP Text-to-Speech (TTS) subsystem, which converts plain text (UNICODE) into spoken words to provide a user with information or to prompt a user to respond to an action.

Unified CM Telephony menu

The Unified CCX system uses the Unified CM Telephony subsystem of the Unified CCX Engine to send and receive call-related messages from the Unified CM Computer Telephony Interface (CTI) Manager.

To access the Unified CM Telephony Configuration web pages, choose Subsystems > Cisco Unified CM Telephony from the Unified CCX Administration menu bar.

The Unified CM Telephony Configuration menu contains the following submenu options:

  • Unified CM Telephony Provider—Choose this option to enter Unified CM Telephony provider information.
  • Unified CM Telephony Call Control Group Configuration—Choose this option to configure CTI port groups for applications.
  • Unified CM Telephony Trigger Configuration—Choose this option to configure Unified CM Telephony triggers for applications.
  • Data Synchronization—Choose this option to check and synchronize data components like Unified CM Telephony Users (JTAPI Application Users), Unified CCX Triggers/Route points, and Call Control Groups between Unified CCX and Unified CM.
  • Cisco JTAPI Resync—Choose this option to resynchronize Cisco JTAPI Client versions.
  • Advanced Settings—Choose this option to configure advanced settings for the Cisco Unified CM Telephony client.

Unified CM Telephony Provider configuration

To access this configuration area, choose Subsystems > Cisco Unified CM Telephony > Provider from the Unified CCX Administration menu bar. The Cisco Unified CM Telephony Provider web page opens.

Use the Unified CM Telephony Provider Configuration web page to view and modify the primary and secondary location of your Unified CM Telephony provider, and user prefix.

Related Tasks
Related References
Related Information

Unified CM Telephony Call Control Group configuration

Choose Subsystems > Cisco Unified CM Telephony > Call Control Group from the Unified CCX Administration menu bar to access the Unified CM Telephony Call Control Group list web page. Use the Unified CM Telephony Call Control Group Configuration web pages to display, add, modify, and delete information about the call control group.

To add a new Unified CM Telephony Call Control Group, click the Add New icon or button on the Unified CM Telephony Call Control Group Configuration web page.

To modify an existing Unified CM Telephony Call Control Group, click any hyperlink within the Ports List table entry; the Cisco Unified CM Telephony Call Control Group Configuration web page opens.

Related Tasks
Related Information

Unified CM Telephony Triggers configuration

Choose Subsystems > Cisco Unified CM Telephony > Unified CM Telephony > Triggers from the Cisco Unified CCX Administration menu bar to configure Unified CM Telephony Triggers.

The Cisco Unified CM Telephony Trigger Configuration web page opens where you can view, add, modify, and delete Unified CM Telephony triggers. To add a Unified CM Telephony trigger, click the Add New icon or button. The Cisco Unified CM Telephony Trigger Configuration web page opens.

Related Tasks
Related References
Related Information

Synchronize Unified CM Telephony data

Since Unified CCX Release 9.0(1), you can configure the telephony data synchronization through a new web page called Cisco Unified CM Telephony Data Synchronization.

The data synchronization process ensures that data components like Unified CM Telephony Users (JTAPI Application Users), Unified CCX Triggers/Route points, and Call Control Groups between Unified CCX and Unified CM are in sync, without any inconsistency.

Data Check displays whether the selected data components are in synch or not between Unified CCX and Unified CM. If you find any inconsistency, click Data Resync to rectify the issue. To check and synchronize the JTAPI data components between Cisco Unified CM and Cisco Unified CCX, perform the following steps:


Caution

It is important that you plan to perform this task during off peak hours to avoid hampering routine contact center operations.

Procedure
    Step 1   From the Unified CCX Administration menu bar, choose Subsystems > Cisco Unified CM Telephony > Data Synchronization.

    The Cisco Unified CM Telephony Data Synchronization page appears.

    Step 2   Select one or more of the following three components by checking the corresponding check boxes:
    • Call Control Group(s)
    • Trigger(s)
    • CM Telephony User(s)
    Step 3   Click Data Check or Data Resync. Once you click Data Check or Data Resync, a confirmation message dialog box appears prompting you to either proceed or cancel. Click OK to continue.
    Note   

    Once you click OK in the confirmation message for Data Check or Data Resync, you will not be allowed to cancel the process.

    Step 4   The Cisco Unified CM Telephony Data Synchronization web page continues to update until the Data Check or Data Resync process is complete. On completion of the Data Check or Data Resync process, the result is displayed in the same web page in a tree structure. The result for each selected component is displayed in collapsed format with a tick mark if no mismatch is found. Click the arrow adjacent to each selected component to expand and view the detailed results.

    If any mismatch is found in the elements of the selected component, the results for those components are displayed automatically in an expanded format.

    Note   

    If you had multiple device pools (for Call Control Groups) in your older versions of Unified CCX setup, performing Data Resync after an upgrade (from an older version to Unified CCX 9.0(1)) would merge all multiple device pools to a single default device pool. However, you can manually assign a different device pool to the Call Control Group if the default device pool is not the intended one.

    Related Tasks
    Related References

    Unified CM Telephony Cisco JTAPI Resync

    Choose Subsystems > Cisco Unified CM Telephony > Cisco JTAPI Resync from the Cisco Unified CCX Administration menu bar to resynchronize the JTAPI client version on the Unified CCX with the JTAPI version on the Unified CM. You can view the status of Cisco JTAPI client resynchronization in this web page.

    If the Unified CCX detects a mismatch, the system downloads and installs the compatible or JTAPI client required installer version. Restart the Unified CCX Engine to view these configuration changes.

    The JTAPI client update happens only on the local node and not on the second node in case of High Availability deployment.

    Related Tasks

    Unified CM Telephony Advanced Settings

    Choose Subsystems > Cisco Unified CM Telephony > Advanced Settings from the Cisco Unified CCX Administration menu bar to configure advanced settings for the Unified CM Telephony Client.

    Use the Unified CM Telephony Advanced Settings web page to update the following information:

    • Periodic Wakeup Interval (seconds): Select the check box before Enable Periodic Wakeup prior to updating the existing value in this field.
    • Queue Size Threshold: Select the check box before Enable Queue Stats prior to updating the existing value in this field.
    • CTI Request Timeout (sec)
    • Provider Open Request Timeout (sec)
    • Provider Retry Interval (sec)
    • Server Heartbeat Interval (sec)
    • Route Select Timeout (ms)
    • Post Condition Timeout
    • Use Progress As Disconnect

    Click the Update icon that displays in the toolbar in the upper left corner of the window or the Update button that displays at the bottom of the window to save the changes. Restart the Unified CCX Engine to view these configuration changes.

    In case of High Availability deployment, the changes are propagated to the second node. If the second node cannot be contacted, an alert message indicating that the update has failed on the remote node is displayed.

    Related Tasks

    RmCm menu

    Use the RmCm Configuration web page to configure skills groups, resources, resource groups, Contact Service Queues (CSQs), and RM (Resource Manager) Unified CM Telephony providers. To access the Unified CCX Configuration web page, choose Subsystems > RmCm from the Unified CCX Administration menu bar.

    The RmCm menu contains the following submenu options:

    • Skills—Click this submenu to create skills. This option is available only with the Unified CCX Enhanced and Unified CCX Premium license packages.
    • Resources—Click this submenu to assign a resource group and skills to agents.
    • Resource Groups—Click this submenu to create resource groups.
    • Contact Services Queues (CSQs)—Click this submenu to configure CSQs.
    • RmCm Provider—Click this submenu to configure the RM (Resource Manager) Unified CM Telephony provider for the RmCm subsystem.
    • Assign Skills—Click this submenu to assign skills and a resource group to agents in bulk.
    • Remote Monitor—Click this submenu to associate agents and CSQs that will be monitored by supervisors.
    • Agent Based Routing Settings—Click this submenu to send a call to a specific agent, rather than to any agent available in a CSQ.
    • Teams—Click this submenu to create or associate teams with various agents, CSQs, and supervisors.

    For details on the maximum number of agents, skills, and CSQs that you can configure on your system, see Unified CCX.

    Skill configuration

    Use the Skills page to add, modify, or delete skill.

    Choose Subsystems > RmCm > Skills from the Unified CCX Administration menu bar to access the Skills summary web page.

    Related Information

    Add new skill

    Use the Skill Configuration area to add a new skill name.

    Procedure
    Click the Add New icon that displays in the toolbar in the upper left corner of the window or the Add New button that displays at the bottom of the window to access the Skill Configuration area.

    Related Information

    Modify skills

    Click the required skill in the Skill name column on the Skill Configuration web page to access the Skill Configuration area.

    Procedure
    Click the Open Printable Report of this Skill Configuration icon to view a list of the resources associated with that skill.

    Related Tasks

    Resources configuration

    Use the Resources Configuration area to assign a resource group and skills to a resource.

    To access this configuration area, choose Subsystems > RmCm > Resources from the Unified CCX Administration menu bar. The main area of the Resources area of the Unified CCX Configuration web page contains a list of resources (if configured).

    Click the Open Resources Summary Report icon to open the Resources Summary Report in a new window. For each resource, this report lists the resource groups associated with the resource, the Unified CCX extension of the resource, and the number of CSQs and team to which the resource is assigned.

    Related Information

    Modify resource

    Use the Resource Configuration area to modify resource configuration.

    To access the Resource Configuration area, click any of the required resource in the Resource area of the Unified CCX Configuration summary web page.

    Procedure
    Click the Open Printable Report of this Resource Configuration icon to open a Resource Report for the agent. The Resource Report lists each agent resource ID, resource name, Unified CCX extension, resource group, automatic available status, skills, CSQs, and team.

    Related Tasks

    Resource group configuration

    Use the Resource Group Configuration web page to display and modify the names of existing resource groups and to add new resource groups.

    Choose Subsystems > RmCm > Resource Groups from the Unified CCX Administration menu bar to access the Resource Groups web page.

    Related Information

    Add new resource group

    Use the Resource Configuration area to enter resource group name in the Resource Group Name field.

    Procedure
    Add a new Resource Groups by clicking Add New icon or button in the Resource Group area of the Unified CCX Configuration web page.

    Related Tasks

    Modify existing resource groups

    Use the Resource Modification page to change or update the resource group name into the Resource Group Name field.

    Modify an existing Resource Group by clicking the required resource group in the Resource Groups area. In the Resource Group Configuration area, change the Resource Group and update.

    Procedure
    Click the Open Printable Report of this Resource Group Configuration icon to view a list of the available resources for this resource group.

    Related Tasks

    Contact Service Queues configuration

    Use the Contact Service Queues area of the Unified CCX Configuration web page to display existing CSQs, delete a CSQ, and add a new CSQ.

    To access the Contact Service Queues area, choose Subsystems > RmCm > Contact Service Queues from the Unified CCX Administration menu bar.

    Related Information

    Add a CSQ

    Use the Contact Service Queues Configuration area to add a new CSQ.

    To access the Contact Service Queues Configuration area, click the Add New icon or button in the Contact Service Queues area of the Unified CCX Configuration web page.

    To open the Contact Service Queue Report for the required CSQ, click the Open Printable Report of this CSQ Configuration icon from the Contact Service Queues Configuration area.

    Related Tasks
    Related References

    RmCm provider configuration

    Use the RmCm Provider area of the Unified CCX Configuration web page to identify the Unified CM Telephony user for the Resource Manager.

    Choose Subsystems > RmCm > RmCm Provider from the Unified CCX Administration menu bar to access the RmCm Provider web page.

    Related Tasks
    Related Information

    Skills configuration assignment

    Use the Assign Skills area of the Unified CCX Configuration web page to modify an existing resource group and skill configuration or to assign new resource groups and skills to all or selected agents.

    Choose Subsystems > RmCm > Assign Skills from the Unified CCX Administration menu bar to access this configuration area.

    This web page also contains the following icons and buttons:

    • Add Skill—to add new skills or resource groups to all or selected agents.
    • Remove Skill—to remove skills of all or selected agents.
    Related Tasks
    Related Information

    Add skills

    When you click the Add Skill button in the Assign Skills area of the Unified CCX Configuration web page, the Add Skill area opens. Use the Add Skill area to add a resource group and skills to the selected agents.

    Related Tasks

    Remove skills

    When you click the Remove Skill button in the Assign Skills area of the Unified CCX Configuration web page, the Remove Skill area opens. Use the Remove Skill area to remove skills of all or selected agents.

    Related Tasks

    Remote monitor configuration

    Use the Remote Monitor area of the Unified CCX Configuration web page to specify the monitoring method: by agent or by CSQ.

    Choose Subsystems > RmCm > Remote Monitor from the Unified CCX Administration menu bar to access this configuration area.

    Related Tasks
    Related Information

    Assign resources and CSQs to Remote Supervisor

    Use the Remote Monitor configuration web page to assign a Supervisor a list of Resources and CSQs they are allowed to monitor.

    To access the Remote Monitoring Configuration web page, click a User ID value.

    Related Tasks
    Related Information

    Agent Based Routing Settings configuration

    Use the Agent Based Routing Settings area of the Unified CCX Configuration web page to configure Automatic Work and Wrapup Time.

    Choose Subsystems > RmCm > Agent Based Routing Settings from the Unified CCX Administration menu bar to access this configuration area.

    Related Tasks

    Teams configuration

    Use the Teams area of the Unified CCX Configuration web page to create or associate teams with various agents, CSQs, and supervisors.

    Choose Subsystems > RmCm > Teams from the Unified CCX Administration menu bar to access this configuration area.

    Related Tasks
    Related Information

    Add new team

    Click the Add New icon or button on the Teams summary web page. The Team Configuration page appears.

    Click the Open Printable Report of this Team Configuration icon in the Teams web page to open the report in a new window and send it to a printer.

    Related Tasks

    Chat menu option

    Use the Chat Configuration web page to configure and manage Chat Contact Service Queues (CSQs), Web Forms, and configure SocialMiner. To access the Chat menu option, choose Subsystems > Chat from the Unified CCX Administration menu bar. This option is available only with the Unified CCX Premium license package.

    The Chat menu contains the following submenu options:
    • Chat Contact Service Queues—Choose this option to configure chat CSQs.
    • SocialMiner Configuration—Choose this option to configure and integrate chat CSQs with SocialMiner.
    • Chat System Parameters—Choose this option to configure chat system parameters.
    • Chat Web Form List—Choose this option to configure and manage chat web forms.
    • Teams—Choose this option to configure teams.

    Chat Contact Service Queues

    Procedure
      Step 1   From the Unified CCX Administration menu bar, choose Subsystems > Chat > Chat Contact Service Queues.

      The Chat Contact Service Queues (CSQs) web page opens and displays the information for existing chat CSQs if any, or else add new CSQs.

      Step 2   To add a new CSQ, click the Add New icon that appears in the toolbar in the upper left corner of the window or the Add New button that appears at the bottom of the window to create a new chat CSQ.
      Note    You must create a skill before creating a CSQ.

      The Chat Contact Service Queues (CSQs) web page opens.

      Field

      Description

      CSQ Name

      Name of the chat CSQ

      CSQ Type

      Type of the chat CSQ

      Queuing Criteria

      Algorithm used to order the queued chat contacts

      Resource Pool Selection Model

      The resource skills used for the chat CSQ

      Resource Selection Criteria

      The resource selection criteria chosen for the chat CSQ.

      • Longest Available—Selects the agent who has been in the available state for the longest amount of time.
      • Most Skilled—Used for expert agent chat distribution. Selects the agent with the highest total competency level. The total competency level is determined by adding the agent's competency levels for each of their assigned skills that are also assigned to the CSQ.
        • Example 1: If Agent1 is assigned Skill1(5), Skill2(6), and Skill3(7) and CSQ1 specifies Skill1(min=1) and Skill3(min=1), the total competency level for Agent1 for CSQ1 is 12.
        • Example 2: If Agent1 is assigned Skill1(5) and Skill2(6) and Skill3(7) and CSQ1 specifies Skill1(min=1), only, the total competency level for Agent1 for CSQ1 is 5.
      Step 3   Click Next.

      The Skill Association for CSQ area opens with the newly assigned CSQ Name.

      Step 4   In the Skills list, view the available skills and highlight the skills you want.
      Note   

      The Resource Pool Selection Model setting determines the availability of these options.

      Step 5   Click Add for the skills you selected.

      The selected skill and the minimum competence level for that skill are displayed in the right pane below the heading Selected.

      Note   

      Use the Delete icon next to Minimum Competence to delete that skill from the Skills Required list.

      Step 6   Specify a minimum competence level for the skill assigned to the chat CSQ.
      Step 7   Click Save to save the changes for the chat CSQ.
      Step 8   To view the printable report and associated resources, edit the CSQ and then select Open Printable Report or Show Resources.
      Note   

      Click Delete to delete the selected chat CSQ after getting confirmation.

      Warning   

      When you click Delete for a chat CSQ, an alert message is displayed. Deleting the chat CSQ affects the associated chat web forms. After deleting, modify the corresponding chat web form configurations and generate the HTML code.

      Cisco SocialMiner Configuration

      Use the SocialMiner Configuration web page in Unified CCX Application Administration to configure and integrate chat CSQs with SocialMiner. This option is available only with the Unified CCX Premium license package. You must configure information on this web page to enable the chat feature to work.


      Note

      See http:/​/​docwiki.cisco.com/​wiki/​SocialMiner_​Release_​9.0(1)#Customer_​Chat for information about how to search and retrieve stored chat transcripts, change chat storage space, and calculate the disk space needed to store data for a specific duration.

      Procedure
         Command or ActionPurpose
        Step 1From the Unified CCX Administration menu bar, choose Subsystems > Chat > SocialMiner Configuration.  

        The SocialMiner Configuration web page opens.

        Note   

        Unified CCX and SocialMiner server should have DNS entries. SocialMiner must be accessible to Unified CCX using hostname.

         
        Step 2Use this web page to specify or modify the following fields for SocialMiner Configuration: 

        Field

        Description

        IP Address / Host Name

        IP address or fully qualified domain name of the SocialMiner server. For example, 192.168.1.5 or host.example.com

        User Name

        Username of the SocialMiner server

        Password

        Password of the SocialMiner server

        Chat Join Timeout (Minutes)

        The time after which the customer initiates a chat and, if an agent is not joined, the customer gets a message "No agent could be found". But an agent can still join the chat after this timeout. The default timeout is one minute and the maximum timeout value allowed is 60 minutes.

        Chat Inactivity Timeout (Minutes)

        The time after which the customer and agent stops chatting, and both the customer and the agent gets a message "You are alone in the chat room". The default timeout is five minutes and the maximum timeout value allowed is 60 minutes. The chat room will be closed after the timeout due to inactivity.

         
        Step 3Click Save to save the changes. 

        If you see an error message, click Save to re-create the chat feed, campaign, and notifications in SocialMiner.

        Note   

        The following message is displayed for SocialMiner configuration after an add to cluster operation is successful on an HA setup. This creates the notification rule for the second node in SocialMiner.

        In case of HA, configure the SocialMiner on secondary node after adding to cluster in the secondary node.

        As part of validation, Unified CCX checks the following:

        • Unified CCX sends a request to SocialMiner to check whether the host name and login credentials are valid.
        • Unified CCX checks if there is any chat feed session ID stored in the Unified CCX database. If there is an existing chat feed, Unified CCX validates the existence of this feed in SocialMiner, else an error message is displayed in the SocialMiner Configuration web page.
        • Unified CCX checks if there is any SocialMiner campaign stored in the Unified CCX database. If there is an existing campaign, Unified CCX validates the existence of this campaign in SocialMiner, or else an error message is displayed in the SocialMiner Configuration web page.
        • Unified CCX checks if there is any SocialMiner notification stored in CCX database. If there is an existing notification, Unified CCX validates the existence of this notification in SocialMiner, or else an error message is displayed in the SocialMiner Configuration web page.
        • If the Validation is successful, the chat feed, campaign, and notification rule status becomes green in color. In case of any issue, the status will be in red in color with an error message.
         
        Step 4At anytime if you navigate to this page, the health of chat feed, campaign, and notification rule validates and shows the appropriate status.   

        Chat System Parameters

        Procedure
          Step 1   From the Unified CCX Administration menu bar, choose Subsystems > Chat > Chat System Parameters.

          The Chat System Parameters Configuration web page opens.

          Step 2   Use this web page to specify or modify the following fields for chat system parameters:

          Field

          Description

          Chat No Answer Timeout (Seconds)

          If an agent does not respond to the chat request within the timeout duration (in seconds) specified in this field, the chat request is routed back to the chat queue. This is a mandatory field.

          Range = 10 to 7200 seconds

          Offer Chat Contact When On Voice Call

          Click the Yes radio button if agents are allowed to handle a chat session during a voice call, or else click No.
          Step 3   Click Save to save the changes for the chat system parameters.
          Note   

          If any of the above parameters are changed during the call center operation, the updated values are not applied to the existing contacts in the system. The changed parameters will affect only the new contacts coming into the system.

          Chat Web Form List

          Procedure
            Step 1   From the Unified CCX Administration menu bar, choose Subsystems > Chat > Chat Widget List.

            The List Chat Web Forms web page opens, displaying the information for existing Chat Web Forms, if any.

            Step 2   Click the Add New icon that displays in the toolbar in the upper left corner of the window or the Add New button that displays at the bottom of the window to create a new chat web form.

            The Chat Web Form Configuration web page opens

            Step 3   Enter Name and Description for the Widget Details
            Step 4   Select the desired fields from the Available Fields and move it to the Selected Fields.
            Step 5   Click the Add Custom Field button if you want to create new field(s) in addition to the list of available fields.

            The Explorer User Prompt dialog box opens.

            Step 6   Enter the name of the new custom field in the text box and click OK.

            The new custom field should appear in the list of Selected Fields.

            Step 7   Click Next.

            The Add problem Statement CSQ mapping area opens.

            Step 8   Add the problem statement for the chat web form and map the same with an existing chat CSQ.
            Step 9   Click any of the following:
            • Click the Add More button if you want to add more problem statements and associate the same with chat CSQs.
            • Click the Delete button subsequent to the CSQ List if you want to delete the problem statement.
            Step 10   Click Next.

            The Web Form Preview area displays a preview of how the chat web form will look after it is created. It will display all the fields that you had selected for the user form and problem statements along with CSQ mapping.

            Step 11   Click any of the following:
            • Click the Back button if you want to modify the configuration of the chat web form.
            • Click the Finish button if you want to generate the web form code.
            Note   

            The following optional hidden fields are available to customize the customer chat user interface. Unlike other extension fields, these are not added to the social contact and they are not displayed in the agent chat user interface.

            Replace ./img/ciscoLogoColor.png with the location of your own logo. Replace the welcome/waiting message with your own customized message. Similarly, you can customize the remaining values by replacing it with your own timeout and error messages.

            • input type="hidden" name="extensionField_chatLogo" value="./img/ciscoLogoColor.png"
            • input type="hidden" name="extensionField_chatWaiting" value="Welcome, please wait while we connect you with a customer care representative."
            • input type="hidden" name="extensionField_chatAgentJoinTimeOut" value="All customer care representatives are busy assisting other clients. Please continue to wait or try again later."
            • input type="hidden" name="extensionField_chatError" value="Sorry, the chat service is currently not available. Please try again later."

            Teams

            Choose Subsystems > Chat > Teams from the Unified CCX Administration menu bar to access this configuration area.


            Note

            The team configuration for chat is same as voice.

            Obtaining CA-signed certificate for web chat

            CA-signed certificate for Unified CCX

            To avoid certification error in the Cisco Agent Desktop and Cisco Supervisor Desktop, obtain the third-party Certificate Authority (CA) certificates. For more information about how to obtain the third-party CA certificates, follow the upload certification process from step 1 through step 6 from "Obtain third-party CA certificates" section of the Cisco Unified Communications Operating System Administration Guide.

            After you upload the certificate, perform the following procedure.

            1. Sign out from the Unified CCX.
            2. Restart the Unified CCX Notification Service (SSH to Unified CCX and use this CLI: admin:utils service restart Cisco Unified CCX Notification Service).
            3. Restart Tomcat (SSH to Unified CCX and use this CLI: admin:utils service restart Cisco Tomcat).
            4. Log in to the Unified CCX.

            CA-signed certificate for Cisco SocialMiner

            To avoid certification error in the SocialMiner, obtain the third-party CA certificates. For more information about how to obtain the third-party CA certificates, see http:/​/​docwiki.cisco.com/​wiki/​SocialMiner_​Release_​9.0(1)#Obtaining_​a_​CA-Signed_​Certificate.

            Outbound menu

            Use the Outbound Configuration web page to provision outbound dialing functionality feature in Cisco Unified Preview Outbound Dialer Express (Outbound).

            The Outbound menu option will be displayed when you upload the Cisco Unified Premium license.

            Related References

            General configuration

            Choose Subsystems > Outbound > General from the Cisco Unified CCX Administration menu bar to access the General Configuration web page.

            Use this web page to add or modify Outbound dialing preferences.

            Related Tasks
            Related References

            Campaign configuration

            Choose Subsystems > Outbound > Campaigns from the Cisco Unified CCX Administration menu bar to access the Campaigns web page. You can create and schedule a campaign, modify the settings that apply to a campaign, and import a list of contacts (in bulk from a text file) into the Unified CCX database for each campaign using this web page.

            In Unified CCX Release 9.0(1), you can define any one of the following two types for a campaign:

            • Agent-based - If you select this campaign type, all the outbound calls will be handled by the available agents.
            • IVR-based - In this campaign type, the outbound calls will be handled by the IVR scripts.

            Note

            The existing campaigns will be marked as Agent-based after an upgrade from Unified CCX versions prior to 9.0(1).

            Add new campaigns

            To configure the properties for the campaign, including the campaign name and description, personal callback settings, skill group selection, and the time range, click Add New icon or button in the Campaigns web page.

            Related Tasks

            Import contacts

            To import contacts for a selected campaign, click the hyperlink for the required campaign under the Name column and click Import Contacts. This will open the Import Contacts window through which you can import contacts.

            The Open Printable Report for this Campaign Configuration icon provides the following information for the selected campaign in addition to call-specific information, which varies depending on the selected dialer type for outbound IVR:

            • Campaign Name
            • Enabled - Yes or No
            • Description
            • Start Time of the campaign
            • End Time of the campaign
            • Contact Records Cache Size
            • Remaining Contacts
            Related Tasks

            Delete contacts

            To ensure that a contact does not get called again for subsequent campaigns, you must delete the contact from all campaigns to which it belongs.

            Click Delete All Contacts icon or button in the Campaign Configuration web page to delete all contacts of a particular campaign. Once you click Delete All Contacts, you will see a dialog box with the message "This campaign will be disabled and all its contacts will be permanently deleted. Continue?" with OK and Cancel buttons.

            If you click OK, the Outbound subsystem checks whether the contacts are used in an active Outbound IVR campaign. If the contacts are used as part of an active Outbound IVR campaign, you will see the following alert message in the status bar at the top of the Campaign Configuration web page: "Campaign is active. Cannot remove contacts from an active campaign. Disable the campaign and try again." In such cases, disable the campaign first and then try deleting all contacts. Click Cancel if you do not want to delete all contacts for the specific campaign.

            Related Tasks
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            Area code management

            Use this page to manually add new area codes, update existing area codes, and to add international area codes.

            Related Tasks
            Related References

            Add new area code

            The Area Codes Management page allows you to find, add, delete, and modify the mapping of area codes and time zones. The dialer uses the area code of a contact phone number to determine the time zone of the contact calling area.

            Related Tasks
            Related References

            Configure SIP Gateway

            You can use the SIP Gateway Configuration web page to add or modify the parameters that enable the Outbound subsystem of Unified CCX to communicate with the SIP gateway. You can also update the parameters specific to Call Progress Analysis functionality of the gateway using this web page.

            Call Progress Analysis is a feature of the SIP gateway by which it determines whether the outcome of a call is an answering machine, live voice, fax, or beep tone and so on. The SIP gateway performs call progressive analysis of the call and informs the outcome of the call to Unified CCX.


            Note

            The SIP Gateway is used by the Outbound subsystem to place calls only in case of IVR campaigns. Hence, it is mandatory to configure the SIP Gateway if you want to make Outbound IVR Campaigns.

            Follow this procedure to configure the SIP gateway parameters through Unified CCX Administration web interface:

            Procedure
              Step 1   From the Unified CCX Administration menu bar, choose Subsystems > Outbound > SIP Gateway Configuration.

              The SIP Gateway Configuration web page opens.

              Step 2   Click Update to save the configuration changes.

              The new SIP gateway configuration is added to the Unified CCX system.

              Step 3   Click Cancel to restore the default settings.
              Related Tasks
              Related References

              SIP Gateway Configuration web page

              The SIP Gateway Configuration web page.

              Field

              Description

              Gateway Configuration

              Gateway Hostname/IP Address

              The HostName or IP Address of the SIP Gateway in the Unified CCX server, which will be used by the Outbound subsystem to place calls for the predictive or progressive campaigns.

              Gateway Port

              The SIP port used by the gateway to communicate with Unified CCX. The default value is 5060.

              Local CCX Port

              The port number to be used on the Unified CCX server to communicate with the gateway. The default value is 5060.

              Local User Agent

              This read-only field provides a description of the owner for this connection. The default value is Cisco-UCCX/8.0.

              Transport(TCP/UDP)

              The protocol required to send SIP messages. You can select any one of the following protocols:

              • TCP - Transport Control Protocol or
              • UDP - User Datagram Protocol

              The default value is UDP.

              Call Progress Analysis Configuration (displays the parameter name, parameter value, and suggested value for the following fields)

              Minimum Silence Period (10-1000)

              The amount of time that the signal must be silent after speech detection to declare a live voice (in milliseconds).

              Default = 375 milliseconds, Range = 10-1000 milliseconds

              Analysis Period (1000 - 10000)

              Maximum amount of time (from the moment the system first detects the speech) during which analysis will be performed on the input audio.

              Default = 2500 milliseconds, Range = 1000-10000 milliseconds

              Maximum Time Analysis (1000-10000)

              The amount of time to wait when it is difficult for the dialer to determine voice or answering machine.

              Default = 3000 milliseconds, Range = 1000-10000 milliseconds

              Minimum Valid Speech Time (50-500)

              Amount of time that the energy must be active before being declared speech. Anything less is considered as a glitch.

              Default = 112 milliseconds, Range = 50-500 milliseconds

              Maximum Term Tone Analysis (1000-60000)

              This is the amount of time the gateway will look for a terminating beep once an answering machine has been detected.

              Default = 15000 milliseconds, Range = 1000-60000 milliseconds

              Unified ICM menu

              Use the Intelligent Contact Manager (ICM) Configuration web pages to add or modify Unified ICME configuration parameters and to modify VRU script information.

              Related Tasks
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              Related Information

              Unified ICME configuration


              Note

              If you are using Unified CCX with Cisco Contact Center Gateway solution, see Cisco IPCC Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX. The instructions for configuring Unified CCX with that solution differs from what is described in this guide. The Unified Gateway provides for the integration of the Unified ICME system with Unified CCX by way of the Unified Gateway. The Unified Gateway is a Peripheral Gateway (PG) which you configure on the Unified ICME software.

              Use the General area of the Unified ICME Configuration page to add or modify Unified ICME configuration parameters.

              To configure the Unified ICME subsystem, choose Subsystems > ICME > General from the Unified CCX Administration menu bar to access the Unified ICME Configuration web page.

              Related Tasks
              Related References
              Related Information

              Unified ICME VRU scripts

              Unified ICME uses Unified ICME Voice Response Unit (VRU) scripts to handle interaction with contacts. These scripts are loaded as applications on the Unified CCX Engine.

              Choose Subsystems > ICME > ICME VRU Scripts from the Unified CCX Administration menu bar to access the ICME VRU Scripts web page.

              Related Tasks
              Related References
              Related Information

              Add new VRU script

              Use the ICME VRU Scripts web page to add a new VRU script.

              Procedure
                Step 1   Click the Add New icon that displays in the toolbar in the upper left corner of the window or the Add New button that displays at the bottom of the window on the ICME VRU Scripts web page.
                Step 2   To modify a VRU script, click any hyperlink within the VRU Script list table entry; the ICME VRU Scripts web page opens, displaying the list of VRU Scripts in the Scripts drop-down box. Click Update to save the changes.
                Related Tasks
                Related References
                Related Information

                Database menu

                The Unified CCX system uses the Database subsystem of the Unified CCX Engine to communicate with database servers, to obtain information that can be relayed to callers or to make application decisions. The Database subsystem enables the Unified CCX applications to obtain information from data sources, which are databases configured to communicate with the Unified CCX system.

                The Database menu contains the following options, which are explained below:

                • Datasource
                • Parameters
                • Drivers
                Related Tasks
                Related References
                Related Information

                DataSource

                Use the DataSources web page to add a new data source, display, modify, or delete existing datasources.

                Choose Subsystems > Database > DataSource from the Cisco Unified CCX Administration menu bar to access the DataSources web page.

                Related Tasks
                Related References

                New DataSource

                Follow this procedure from the DataSources web page to add a new DataSource:

                Procedure
                Click the Add New icon that displays in the toolbar in the upper left corner of the window or the button that displays at the bottom of the window to add a new data source.

                The DataSource Configuration web page opens.


                Related Tasks
                Related References
                Related Information

                Add new database parameter

                To add a new database parameter:

                Procedure
                Choose Subsystems > Database > Parameter from the Unified CCX Administration menu bar.

                The Parameters web page displays. See Poll database connectivity to know more about how to update parameter-related fields.


                Related Tasks
                Related References
                Related Information

                Driver

                Use the Driver List web page to upload new drivers, or to view and delete existing drivers.

                Add new database driver

                Follow this procedure to add a new jdbc driver:

                Procedure
                  Step 1   From the Unified CCX Administration menu bar, choose Subsystems > Database > Drivers.

                  The Driver List web page opens up displaying a list of uploaded driver class file names along with a Delete icon.

                  Step 2   Click the Add New icon that displays in the toolbar in the upper left corner of the window or the Add New button that displays at the bottom of the window to add a new driver class name.

                  The Driver Management web page opens.

                  Step 3   Specify a valid JDBC driver jar file in the Driver File field or click Browse to locate the driver file.

                  The driver file is validated before uploading.

                  Step 4   Choose the supported class name for the new driver from the Driver Class Name drop-down list box.
                  Step 5   Click Upload to save the new driver to the database.
                  Tip   
                  • Contact your database vendor to know the appropriate JDBC driver versions that is compatible with your Enterprise database server. Though multiple jdbc driver versions are supported, the following table lists the JDBC drivers that have been tested with different databases.
                  • While uploading com.ibm.db2.jcc.DB2Driver, if your IBM DB2 deployment also requires a license Jar to be in the application's classpath, upload the license Jar as a Custom Jar File using the procedure detailed in Specify Custom Classpath Entries. Then, restart the Unified CCX Engine on all nodes through Unified CCX Serviceability.
                  Table 1 JDBC driver versions tested with Enterprise database

                  Databases

                  Tested JDBC Drivers

                  Oracle 11g R2

                  ojdbc6.jar

                  Oracle 10g R2

                  ojdbc14.jar

                  Oracle 10g XE

                  ojdbc14.jar

                  Sybase Adaptive Server 12

                  jTDS 1.2.2, jconn2.jar

                  IBM DB2 8.2

                  db2jcc4.jar

                  MS SQL Server 2000

                  jTDS 1.2.2

                  MS SQL Server 2005

                  jTDS 1.2.2

                  MS SQL Server 2008

                  Microsoft SQL Server native Client 10.0 Driver
                  Related Tasks
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                  HTTP menu

                  The Unified CCX system uses the HTTP subsystem of the Unified CCX Engine to add components to the Unified CCX Engine that allow applications to be triggered in response to requests from a variety of web clients, including computers and IP phones.

                  Related References

                  HTTP configuration

                  Use the HTTP Trigger Configuration web pages to display, add, modify, and delete existing HTTP triggers.

                  Choose Subsystems > HTTP from the Cisco Unified CCX Administration menu bar to access the HTTP Trigger Configuration web page.

                  Related References

                  Add new HTTP trigger

                  To add a new HTTP trigger:

                  Procedure
                  Click the Add New icon or button on the HTTP Trigger Configuration web page to access the HTTP Trigger Configuration web page.

                  To modify an existing trigger, click any hyperlink within the HTTP Trigger List table; the HTTP Trigger Configuration web page opens.


                  Related References

                  eMail menu

                  The Unified CCX system uses the eMail subsystem of the Unified CCX Engine to communicate with your email server and enable your applications to create and send email. The email configuration identifies the default email address and server to be used for sending email (including e-pages and faxes) and for receiving acknowledgments.

                  Choose Subsystems > eMail from the Cisco Unified CCX Administration menu bar to access the eMail Configuration web page. You must configure email functionality so that Unified CCX scripts created with the email steps will function correctly.

                  Related Tasks
                  Related References
                  Related Information

                  Cisco Media menu

                  Choose Subsystems > Cisco Media from the Unified CCX Administration menu bar to access the Cisco Media Termination Dialog Group Configuration web page.

                  The Unified CCX system uses the Media subsystem of the Unified CCX Engine to configure Cisco Media Termination (CMT) dialog groups that can be used to handle simple Dual-Tone Multi-Frequency (DTMF) based dialog interactions with customers. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller.

                  To modify an existing CMT dialog group, click any hyperlink within the trigger's summary table entry; the Cisco Media Termination Dialog Group Configuration web page opens.

                  To add a new CMT dialog group, click the Add New icon or button in the Cisco Media Termination Dialog Group Configuration web page. The Cisco Media Termination Dialog Group Configuration web page opens.

                  Related Tasks
                  Related Information

                  MRCP ASR menu

                  The Unified CCX system uses the MRCP ASR (Automatic Speech Recognition) subsystem to allow navigation through a menu of options by speaking instead of pressing keys on a touch-tone telephone.

                  Related Tasks
                  Related Information

                  MRCP ASR Provider

                  Choose Subsystems > MRCP ASR > MRCP ASR Provider from the Cisco Unified CCX Administration menu bar to configure information about the vendor of your speech server, including the number of licenses, and the grammar type.

                  To modify an existing ASR Provider information, click any hyperlink within the provider's summary table entry; the ASR Provider Configuration web page opens.

                  To add a new ASR Provider information, click the Add New icon or button.

                  Related Tasks

                  MRCP ASR Servers

                  Choose Subsystems > MRCP ASR > MRCP ASR Servers from the Cisco Unified CCX Administration menu bar to configure your speech server name, port location, and available languages.


                  Note

                  You must have a MRCP ASR Provider defined before you can provision a MRCP ASR Server.

                  To modify an existing ASR Server, click any hyperlink within the server summary table entry; the ASR Server Configuration web page opens.

                  To add a new ASR Server, click the Add New icon or button.

                  Related Tasks

                  MRCP ASR Dialog Groups

                  Use the MRCP ASR Dialog Group Configuration web page to display, add, modify, and delete information about MRCP ASR dialog control groups, which enable Unified CCX applications to use speech recognition.

                  Choose Subsystems > MRCP ASR > MRCP ASR Dialog Groups from the Cisco Unified CCX Administration menu bar to configure the MRCP ASR dialog control groups.


                  Note

                  You must have a MRCP ASR Provider defined before you can provision a MRCP ASR Group.

                  To modify an existing MRCP ASR Dialog Group, click any hyperlink within the group summary table entry; the MRCP ASR Dialog Control Group Configuration web page opens.

                  To add a new MRCP ASR Group, click the Add New icon or button.

                  Related Tasks

                  MRCP TTS menu

                  The Unified CCX system uses the MRCP (Text-to-Speech) subsystem to convert plain text (UNICODE) into spoken words to provide a user with information or to prompt a user to respond to an action.

                  Related Tasks
                  Related Information

                  MRCP TTS Providers

                  Use the MRCP TTS Provider Configuration web pages to display, add, modify, and delete information about your TTS Provider.

                  Choose Subsystems > MRCP TTS > MRCP TTS Provider from the Cisco Unified CCX Administration menu bar to configure information about the vendor of your TTS system.

                  To modify an existing MRCP TTS Provider, click any hyperlink within the provider summary table entry; the MRCP TTS Provider Configuration web page opens.

                  Related Tasks

                  MRCP TTS Servers

                  Use the MRCP TTS Server Configuration web page to display, add, modify, and delete the text-to-speech server name, port location, and available language.

                  To modify an existing MRCP TTS Server, click any hyperlink within the server summary table entry; the MRCP TTS Server Configuration web page opens.

                  To add a new MRCP TTS Server, click Add New icon or button in the MRCP TTS Server Configuration web page.

                  Related Topic

                  Provision MRCP TTS servers

                  MRCP TTS Default Genders

                  Use the MRCP TTS Default Genders Configuration web page to display or modify the gender setting for each Locale. You can modify the default gender setting for the Locales specified during TTS Server provisioning using this page. Click the Update icon or button to save the changes.

                  Related Topic

                  Provision MRCP TTS default genders