Cisco Unified CCX Administration Guide, Release 9.0(1)
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Tools menu

The Tools menu of the Unified CCX Administration web interface provides access to system tools you can use to perform a variety of administrative tasks and contains the following menu options:

  • Plug-ins—to download plug-ins that you can use to enhance the Unified CCX Engine.
  • Real-Time Reporting—to generate reports that provide detailed information about the status of your Unified CCX system.
  • Real-Time Snapshot Config—to configure the Unified CCX database connection to a wallboard display.
  • Historical Reporting—to perform Historical Reporting tasks, including configuring the database server, synchronizing data, configuring users, installing client software, and purging your database.
  • User Management—to assign access levels to administrators and supervisors.
  • Password Management—to reset passwords for external database access users like workforce management, historical reporting user and so on.
  • W1 Upgrade—to show if you have selected "Upgrade from a previous Unified CCX release" option during initial Appadmin setup in a single-node or high availability deployment.

The following sections describe the various menu options.

Plug-ins menu

The Unified CCX system includes software components called plug-ins that you can use to enhance the Unified CCX Engine. You can download these plug-ins from the Plug-ins web page.

To access the Plug-ins web page, choose Tools > Plug-ins from the Unified CCX Administration menu bar.

The Plug-ins web page contains one or more of the following hyperlinks (depending on the Unified CCX package you have purchased):

  • Cisco Unified CCX Editor—Click this hyperlink to install the client-side Unified CCX Editor. For more information, see the Cisco Unified Contact Center Express Scripting and Development Series: Volume 1, Getting Started with Scripts 9.0(1) and Volume 2, Editor Step Reference 9.0(1) Guide.

Caution

Do not install the Unified CCX editor on the same machine as the Cisco Unity Editor. Both editors cannot coexist on the same machine.

  • Cisco Unified CCX Desktop Suites—Click this hyperlink to install Cisco Desktop Administrator, Supervisor Desktop, Agent Desktop, and Client Configuration tool. For more information, see Cisco Unified CCX Supervisor Desktop Plug-in Tasks and the Cisco Unified CCX Agent Desktop Plug-in Tasks.

Note

You must download Cisco Unified CCX Desktop Client Configuration tool prior to installing any applications from the Cisco Unified CCX Desktop Product Suite.

  • Cisco Unified CCX Historical Reports—Click this hyperlink to install client-side historical reporting. For more information, see the Cisco Unified CCX Historical Reports User Guide.

    Note

    If you use Historical Reporting, the Unified CCX Historical Reports client system must be the same version as the Unified CCX system.

  • Cisco Unified CCX Real-Time Monitoring Tool for Windows—Click this hyperlink to install client-side Unified CCX Serviceability Real-Time Monitoring Tool (RTMT) for Windows. This tool monitors real-time behavior of the components in a Unified CCX cluster. RTMT uses HTTP/HTTPS and TCP to monitor device status, system performance, device discovery, and CTI applications. It also connects directly to devices by using HTTP/HTTPS for troubleshooting system problems. This plug in is available only for users with administrator capability.

    Note

    To download on Windows, right-click Download hyperlink and select Save Target As option.

  • Cisco Unified CCX Real-Time Monitoring Tool for Linux—Click this hyperlink to install client-side Unified CCX Serviceability Real-Time Monitoring Tool (RTMT) for Linux. RTMT uses HTTP/HTTPS and TCP to monitor device status, system performance, device discovery, and CTI applications. It also connects directly to devices by using HTTP/HTTPS for troubleshooting system problems. This plug in is available only for users with administrator capability.

Real-time reporting menu


Caution

While Unified CM supports Unicode characters in first and last names, those characters become corrupted in Unified CCX Administration web pages for RmCm configuration, Real Time Reporting, Cisco Agent/Supervisor Desktop, and Historical Reports.

The Real-Time Reporting tool is a Java applet that you can use to generate a variety of reports that provide detailed information about the status of your Unified CCX system. You use the Application Reporting web page to access the Real-Time Reporting tool.

To access the Application Reporting web page, choose Tools > Real Time Reporting from the Unified CCX Administration menu bar.

Related References

Real-time Snapshot Config menu

Many call centers use wallboards to display their real-time reporting status. Wallboards can display data such as available agents in CSQs, call volumes, talk times, wait times, and number of handled calls. You can enable the Unified CCX system to write Unified CCX real-time information to a database that can then be displayed on a wallboard.


Note

You must purchase the wallboard separately, and configure and control it with its own wallboard software. Wallboard software and hardware are supported by the third-party wallboard vendors, not by Cisco.

You must install the wallboard software on a separate machine or desktop, not on the Unified CCX server. During installation of your wallboard software, you must configure your wallboard software to access the Unified CCX database. To do this, you must assign a DSN, User ID, and password.

Use the Real-Time Snapshot Writing Configuration for Wallboard web page to enable the system to write data to the wallboard system.

To access the Real-Time Snapshot Writing Configuration for Wallboard web page, choose Tools > Real Time Snapshot Config from the Unified CCX Administration menu bar.

The following fields are displayed on the Real-Time Snapshot Writing Configuration for Wallboard web page.

Field

Description

Data Writing Enable

If checked, the system writes the data to the database. If not checked, the system does not write the data to the database.

The default is disabled.

Data Writing Interval

Sets the refresh interval for the wallboard data. Valid options: 5, 10, 15, 20, and 25.

Cisco Unified CCX CSQs Summary

If checked, writes information about each CSQ to the RtCSQsSummary table in the Unified CCX database.

Cisco Unified CCX System Summary

If checked, writes overall Unified CCX system summary to the RtICDStatistics table in the Unified CCX database.

Wallboard System

Server Name

IP addresses of the servers running the Wallboard software pointing to the HDS Database Server, which contains the Wallboard Real-Time Snapshot data. If you have multiple Wallboard servers, you can list their IP addresses in this field separated by commas.


Note

For details about the information written to the RtCSQsSummary and RtUnified CCXStatistics database tables, see the Cisco Unified CCX Database Schema Guide. Only the RtCSQsSummary and RtICDStatistics statistics tables can be used in wallboard queries. Use of historical reporting tables in wallboard queries is not supported.

See the Cisco Unified CCX Software and Hardware Compatibility Guide for compatibility information.

Create system DSN for wallboard

You can create a system Data Source Name (DSN) on your Windows server by performing the following procedure.

Procedure
    Step 1   Install the wallboard software and IBM Informix ODBC Driver (IDS Version 3.0.0.13219 and above) on the wallboard client desktop.
    Note   

    You can download the Informix ODBC driver from the following URL: http:/​/​www14.software.ibm.com/​webapp/​download/​search.jsp?rs=ifxdl. Download the IBM Informix Client Software Development Kit (CSDK) Version 3.00 or higher for the operating system you are installing with the wallboard client. More information about the CSDK can be found at the following URL:http:/​/​www.ibm.com/​software/​data/​informix/​tools/​csdk/​.

    Step 2   Select Start > Settings > Control Panel.
    Step 3   From the Control Panel menu, select Administrative Tools > Data Sources ODBC to launch the OBDC Data Source Administrator.
    Step 4   Click the System DSN tab. Then click Add to open the Create New Data Source dialog box.
    Step 5   Scroll down to locate and select the IBM INFORMIX ODBC DRIVER.
    Step 6   Click Finish to open the IBM Informix Setup dialog box.
    Step 7   On the General tab, enter and apply a Data Source Name and Description.
    Step 8   On the Connection tab, enter the values for the fields as shown in the table below:

    Field

    Description

    Server Name

    This is the instance name of the Informix database.

    Informix database instance name can be formed using Host Name of the Unified CCX server by following these conventions:

    • Convert all upper case letters to lower case.
    • Replace hyphens with underscore.
    • Add the letter "i" as a prefix to the instance name, if the hostname starts with a number.
    • Append the letters "_uccx" to the instance name.

    For example, if the hostname is "802UCCX-Ha-Node1", enter "i802uccx_ha_node1_uccx" in the Server Name field.

    Host Name

    Enter the hostname of the primary Unified CCX server.

    Service

    Enter 1504.

    Protocol

    Enter onsoctcp.

    Options

    Leave blank.

    Database Name

    Enter db_cra.

    User ID

    Enter uccxwallboard. This is the user id of the Unified CCX database created for wallboard.

    Password

    The password for the wallboard user that has been configured. You can change the password by going to Tools > Password Management submenu option from the Unified CCX Administration menu bar.

    Step 9   Click Apply.
    Step 10   Click the Environment tab and enter the values for the following fields:

    Field

    Description

    Client Locale

    Enter en_US.UTF8.

    Database Locale

    Enter en_US.UTF8.

    Step 11   Click OK.
    Step 12   Return to the Connection tab and click Apply and Test Connection.

    If the phrase "Test completed successfully" is returned, click OK.

    If the test is unsuccessful, return to the configuration sequence and fix any errors.

    Related References

    Wallboard software in High Availability (HA) deployment

    If you use wallboard software in an High Availability (HA) deployment of Unified CCX and do not want any manual intervention in case of failover, you must upgrade your wallboard software.

    Upgraded wallboard software should have a new service which periodically requests Unified CCX server for database mastership information using REST API (URL - http://<Unified CCX server IP Address>/uccx/isDBMaster). During failover, this new service in wallboard will update DSN registry to use new database master server.

    REST API can be requested only from wallboard servers configured through Tools > Real Time Snapshot Config web page from the Unified CCX Administration menu bar.

    Use upgraded wallboard software with new service in HA deployment

    If you use wallboard software in a High Availability (HA) deployment of Unified CCX, you must work with your wallboard vendor to use the new API exposed by Unified CCX.

    Wallboard software with the new service ensures that the wallboard server always displays data from the master database server of Unified CCX and no manual intervention is required. Follow this procedure to complete the setup:

    Procedure
      Step 1   Create DSN using secondary server information and modify the same DSN using primary server information. This will create sqlhost entries for both the servers in a registry at HKEY_LOCAL_MACHINE\SOFTWARE\Informix\SqlHosts.
      Step 2   Configure the wallboard software with new service as described in the wallboard software documentation.
      Step 3   Configure information of both the Unified CCX servers with new service of wallboard as described in the wallboard software documentation.
      What to Do Next

      After you complete this procedure, no manual intervention is required in case of failover.

      Use wallboard software (without new service) in HA deployment

      If you use the existing wallboard software without the new service in an High Availability (HA) deployment of Unified CCX, you must complete the following actions:

      Procedure
        Step 1   Create DSN using secondary server information and modify the same DSN using primary server information. This will create sqlhost entries for both the servers in a registry at HKEY_LOCAL_MACHINE\SOFTWARE\Informix\SqlHosts.
        Step 2   Configure the wallboard software as described in the wallboard software documentation.
        Step 3   Whenever there is a failover, you must manually change the DSN registry entry as follows:
        1. Enter http://<Unified CCX server IP Address>/uccx/isDBMaster in a web browser from any wallboard client to know whether the requested Unified CCX IP address server has a database master or not.
        2. On failover, change SERVER value to master DB instance name in registry of DSN under HKEY_LOCAL_MACHINE\SOFTWARE\ODBC\ODBC.INI
        3. You can find the exact database instance name at HKEY_LOCAL_MACHINE\SOFTWARE\Informix\SqlHosts

        Historical Reporting menu


        Caution

        While Unified CM supports Unicode characters in first and last names, those characters become corrupted in Unified CCX Administration web pages for RmCm configuration, Real Time Reporting, Cisco Agent/Supervisor Desktop, and Historical Reports.

        Use the areas of the Historical Reporting Configuration web page to perform a variety of tasks, including configuring users, installing client software, and purging your database.

        To access the different Historical Reporting Configuration options, choose Tools > Historical Reporting and click any of the following submenu options from the Unified CCX Administration menu bar:

        • Reporting Configuration—to specify the reporting options provided to the user using the following configurations:
          • Reporting Client Configuration
          • Database Server Configuration
        • SMTP Configuration—to configure the email server used to email scheduled Cisco Unified Intelligence Center (CUIC) reports.
        • Purge Schedule Configuration—to automatically purge data as per the following configurations:
          • Timing of the purge
          • Automatic purge configuration
        • Purge Now—to manually purge data.
        • File Restore—to restore database records written to HR files when the database goes down.

        Note

        For additional information on Historical Reporting, see Cisco Unified CCX Historical Reports User Guide.

        Related Tasks
        Related References

        Database server configuration

        Reporting Client Configuration

        The Reporting Client Configuration has two options:

        • Historical Reporting Client
        • Cisco Unified Intelligence Center Reporting Client

        Note

        You can enable only one reporting client at a time. When the Cisco Unified Intelligence Center Reporting Client is enabled, you can click on Launch CUIC link to access the Cisco Unified Intelligence Center login page.

        Enabling the Unified Intelligence Center Reporting Client will synchronize all the reporting users to the Unified Intelligence Center database. For more information on Unified Intelligence Center, see Cisco Unified CCX Historical Reports User Guide available at: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​user_​guide_​list.html

        Important:

        The Unified Intelligence Center Reporting Client cannot be enabled if you are using Cisco IP IVR license.

        Use the Database Server Configuration area to specify the maximum number of client and scheduler connections that can access the database server.

        SMTP Configuration

        Use SMTP Server Settings area to configure the email server used to email scheduled Cisco Unified Intelligence Center (CUIC) reports.


        Note

        This page is enabled only if you select Cisco Unified Intelligence Center Reporting Client in the Reporting Configuration page.

        The following fields are displayed in the SMTP Server Settings area:

        Field Description

        Host/IP Address

        The host name or IP address of the SMTP server

        From email address

        The email address that is to appear in the From field of emails sent by the Scheduler

        Use Email Proxy

        Check this if you use a proxy server to reach your SMTP server

        Email Proxy Hostname

        The hostname or IP address of the proxy server used to reach the SMTP server

        Email Proxy Port

        The port used to connect to the SMTP proxy server

        Use SMTP Authentication

        Check this if your SMTP server expects to receive username/password credentials

        SMTP Username

        If you check the Authenticate checkbox, enter the username that is to be authenticated

        SMTP Password

        If you check the Authenticate checkbox, enter the password that is to be authenticated

        Note

        You will not be able to save the SMTP configuration if Cisco Unified Intelligence Center service on the publisher node is down.

        Related Tasks

        Purge Schedule Configuration option

        Use the Purge Schedule Configuration area to select a user for whom you want to choose a reporting package for the Unified CCX Historical Reports system.

        Choose Tools > Historical Reporting > Purge Schedule Configuration from the Unified CCX Administration menu bar to access the Purge Schedule Configuration web page.

        The Historical Reporting Configuration web page opens, enabling you to configure the following:

        • Daily purge schedule
        • Automatic purge (you can specify how long records should persist before the system purges them)
        Related Tasks

        Purge Now option

        Use the Purge Now area to manually purge data.

        Choose Tools > Historical Reporting > Purge Now from the Unified CCX Administration menu bar to access the Purge Now area.

        Related Tasks

        File Restore option

        Use the File Restore area to restore the database records written to HR files when the database goes down.

        In case of an High Availability setup, files from both the nodes are restored to the HR Database of the first and second node respectively. If it is unable to connect to the second node, you will see an alert message stating that the remote node is not reachable. When the second node comes up, the restored data will be replicated but you must repeat this Restore operation to restore the HR files, if any, on the second node.

        Procedure
          Step 1   Choose Tools > Historical Reporting > File Restore from the Unified CCX Administration menu bar to access the Historical Reporting Configuration web page.
          Note   

          Restore Now radio button is enabled by default on this page.

          Step 2   Click the Start icon that displays in the toolbar in the upper left corner of the window or the Start button that displays at the bottom of the window to restore the database records.

          You can view the status of the restore operation on this page.

          User management menu

          The User Management menu option allows you to assign access levels to Unified CCX system administrators and supervisors.

          When you configure a Unified CCX supervisor, you are configuring users who can access the Unified CCX Supervisor web pages. You are not creating a supervisor for Unified CCX.


          Note

          Only administrators can update the Unified CCX system. You must select at least one administrator, so that someone is available to perform updates.

          Procedure
          Choose Tools > User Management and click any of the following submenu options from the Unified CCX Administration menu bar to assign administrative privileges to administrators and supervisors:

          Related Tasks
          Related References
          Related Information

          User view submenu

          From the Unified CCX Administration menu bar, choose Tools > User Management > User View to access the User Configuration web page.

          Use this page to view existing users and assign administrative privileges to administrators and supervisors. You can provide a search string based on a user ID; for example, if you provide the search string as

          • "*Agent1", it will display user IDs ending with Agent1
          • "Agent1*", it will display user IDs starting with Agent1
          • "Agent1", it will display user IDs that contain Agent1.

          All the columns are hyperlinked to the user configuration page.

          Related Tasks
          Related References
          Related Information

          Name Grammar Generator Configuration

          Use the Name Grammar Generator Configuration web page to define scheduling information for the Name Grammar Generator.

          From the Unified CCX Administration menu bar, choose Tools > User Management > Name Grammar Generator Configuration to access Name Grammar Generator Configuration area.

          Name Grammars must be generated if you wish to use the Name to User Step with ASR. The Name Grammar Generator scans the User Directory and creates a speech recognition grammar containing every user in the directory. These grammars are saved in the grammar repository.

          You may use the Name Grammar Generator Configuration page to run the Name Grammar Generator or schedule it to run at some later time. The page also displays the date and time that the Name Grammar Generator was last run and the completion status of that run.

          The following fields are displayed on the Name Grammar Generator web page.

          Field

          Description

          Frequency

          How often Name Grammar Generator is automatically run. Valid options: Never, Daily, and Weekly. This is a mandatory field.

          Run task on (hrs of day)

          Time of day to run the task. This is a mandatory field.

          Run task on (day of week)

          Day of week to run the task. This is a mandatory field.

          Last Completed on

          Date of last generation of name grammar.

          Last Completion Result

          The status after the last name grammar generation. (Display only.)

          Grammar Variant

          Select one or more grammar variants to generate from the check box next to the following three options:

          • OSR 3.1.x
          • 2003 SISR
          • Nuance

          Current Status

          Running status of the Name Grammar Generator. (Display only.)

          Click the Generate Name Grammar Now icon or button to trigger the Name Grammar Generator.


          Note

          Clicking Generate Name Grammar Now will not apply changes to the scheduling configuration; you must click Update to apply scheduling changes.

          Spoken Name Upload submenu

          When a caller requests to be transferred to a specific extension, Unified CCX applications can playback a recording of the spoken name of the person to whom the caller has called. These spoken name recordings are stored as .wav files and managed by the Spoken Name Upload tool of the Unified CCX Administration web interface.

          To access the Spoken Name Prompt Upload web page, choose Tools > User Management > Spoken Name Upload from the Unified CCX Administration menu bar.

          The Spoken Name Prompt Upload web page also contains the Click Here for Recording Information icon and button, which displays a .htm page in your browser with more information on recording spoken name prompts.

          Related Tasks

          Administrator Capability View menu

          From the Unified CCX Administration menu bar, choose Tools > User Management > Administrator Capability View to access the capability view for the Administrator User Management area.

          This web page contains a pane for users identified as Unified CCX Administrator and another pane with the list of Available Users. Based on your requirements, you can move users back and forth between these two panes by clicking the arrows in either direction. Click Update to save the changes.


          Note

          You cannot assign Administrator capability to a user ID that is the same as the application administrator user ID created during the Unified CCX installation. If you assign Administrator capability to such a user ID, an error appears.

          Related References

          Supervisor Capability View menu

          From the Unified CCX Administration menu bar, choose Tools > User Management > Supervisor Capability View to access the capability view for the Supervisor User Management area.

          This web page contains a pane for users identified as the Unified CCX Supervisor and another pane with the list of Available Users. Based on your requirements, you can move users back and forth between these two panes by clicking the arrows in either direction.


          Note

          You cannot assign Supervisor capability to a user ID that is the same as the application administrator user ID created during the Unified CCX installation. If you assign Supervisor capability to such a user ID, an error appears.

          Related References

          Reporting Capability View menu

          From the Unified CCX Administration menu bar, choose Tools > User Management > Reporting Capability View to access the capability view for the Historical Report Users area.

          The capability view for the Reporting Management web page contains a pane for users identified as Unified CCX Historical Report Users and another pane with the list of Available Users. Based on your requirements, you can move users back and forth between these two panes by clicking the arrows in either direction.


          Note

          You cannot assign Reporting capability to a user ID that is the same as the application administrator user ID created during the Unified CCX installation. If you assign Reporting capability to such a user ID, an error appears.

          The following users can access Unified Intelligence Center: (???To be reviewed???)

          Roles

          Access

          Available reports

          Application administrator

          Super user

          ???

          Unified CCX administrator

          The Unified CCX administrator must also be a Reporting User to access reports.
          • Historical reports
          • Real-time reports

          Reporting user

          Unified CCX administrator must assign this role to a user.
          • Historical reports
          • Real-time reports

          Supervisor

          Unified CCX administrator must assign this role to a user.

          Real-time reports

          Agent

          Unified CCX administrator must assign this role to a user.

          Agent-specific real-time reports
          Related References

          Agent Capability View menu

          From the Unified CCX Administration menu bar, choose Tools > User Management > Agent Capability View to access the capability view for Unified CCX agents.

          The capability view for the Agent User Management web page contains a pane for users identified as Unified CCX Agents and another pane with the list of Available Users. Based on your requirements, you can move users back and forth between these two panes by clicking the arrows in either direction.

          Related References

          Password management

          From the Unified CCX Administration menu bar, choose Tools > User Management to access the password management web page.

          You can set or reset the passwords for the following external database users using this web page:

          • Wallboard
          • Recording SFTP
          • Workforce Management
          • Historical Reporting
          • System Call Tracking (part of Real Time Monitoring Tool/ Analysis Manager)

          Click Save icon that displays in the toolbar in the upper left corner of the window or the Save button that displays at the bottom of the window. Click the Clear button to remove the data entered and to retain the existing passwords. You will see an error message if the old and new passwords are the same for any of the users. Click Check Consistency to confirm.

          In case of a High Availability deployment, the password change will not be propagated to the second node. You must access the AppAdmin web interface of the second node manually to change the password. In an HA setup, you will be able to see Check Consistency icon or button in the Password Management page. Use this button to check and confirm whether the passwords between the two nodes match or not. You will be able to see the status of the password check in the Password Management page.

          Windows Upgrade menu


          Note

          This menu option will be visible only if you are upgrading to Unified CCX 9.0(x) from a previous Unified CCX release. In other words, this menu option will show only if you have selected "Upgrade from a previous Unified CCX release" option during initial Appadmin setup in a single-node or high availability deployment.

          Choose Tools > Windows Upgrade from the Unified CCX Administration menu bar to view the status of data migration. The Unified CCX Upgrade Setup web page opens where you can view the status messages for the migration activities at each stage in the text box below the Windows to Linux Upgrade field. Click Next to acquire control of the upgrade.


          Note

          You can close this window without affecting the data migration in progress. Go to Tools > Windows Upgrade from the Unified CCX Administration menu bar to come back and view the status once again.