In earlier versions of Unified CCX, many user parameters like
user ID, password, and pin were configured from the
Unified CM Administrator. Some
Unified CCX-related user parameters were configured through the Unified CCX
In Unified CCX, all Unified CCX user roles (capabilities) are
consolidated into one User Configuration area.
Unified CM user details are
stored in the
Unified CM database.
About Unified CCX user capabilities
The capability for each user refers to the Unified CCX access
level assigned for each user. Unified CCX users can be assigned to one of the
following four roles (or capabilities):
Historical Report User
Each of these roles are described in this section.
A Unified CCX Administrator is a user with complete access to
the Unified CCX Administration and has the authority to configure the entire
system. An Administrator can also be assigned a combination of other roles.
The Administrator can turn on/off the authority of a
Supervisor to manage the teams and agents.
Supervisors can additionally modify and view skills, view the
list of all teams for which this user is the supervisor, view the skills, CSQs,
and resource groups configured in this system, view and manage resources, and
configure the teams that they are to manage.
Unified CCX provides three types of supervisors:
Application Supervisor: A basic supervisor role applicable
to a Unified CCX Application server
without a Unified CCX license. An application supervisor can
only view reports.
ACD Supervisor: A supervisor with an agent role. This role
is applicable to a Unified CCX Application server with
any Unified CCX license. An ACD supervisor can administer
teams/agents and also view reports. Thus Unified CCX enables dynamic
reskilling, the ability by which an ACD supervisor can add or remove skills
from an agent without an administrator privilege.
Remote Monitoring Supervisor: An application supervisor
role with all numeric characters in the assigned user ID. This role is
applicable to a Unified CCX Application server with
only a Unified CCX Premium license. In addition to viewing reports, this supervisor can also view the
list of agents and CSQs being monitored.
Depending on the license allowed, Unified CCX Supervisors
have the following privileges:
View reports through Unified Intelligence Center web client.
View agents and CSQ being monitored. This is only for a remote
Download and install the Supervisor Desktop and the Agent Desktop.
View the list of all teams for which this user is the Supervisor.
Configure the teams managed by the Supervisor.
View the skills, CSQs, and Resource Groups configured in this
The RmCm menu can be viewed by the Supervisor only when any of
the following two options are selected as the parameter value for the
Supervisor Access field located in
System > System
Parameters > Application
An agent capability is only available with a Unified CCX license.
Unified CM users in
Unified CCX are assigned an agent role when an agent extension is associated to
the user in the
Unified CM User Configuration page.
Consequently, this role can
only be assigned or removed for the user using
Unified CM Administrator End User
Configuration web page. These users can not be assigned or removed in Unified
If the supervisor is assigned administrator capability as well,
the Unified CCX Administration window is opened instead of the Supervisor
From a web browser on any computer on your network, enter the
following case-sensitive URL:
In this example, replace
<servername> with the hostname or IP
address of the required Unified CCX server.
If you have already accessed the Unified CCX Administration
application or Supervisor web page in the browser, be sure to logout from the
current session using
Logout link displayed in the top right
corner of any Cisco Unified CCX Administration web page or
System > Logout
and login with respective user
The Unified CCX Supervisor web page appears.
The Supervisor can view and monitor agents only when the
following conditions are met:
The Supervisor has to be a remote monitoring Supervisor.
The resources that are to be monitored should be assigned to the
remote monitoring Supervisor.
To view CSQ IDs from the Unified CCX Supervisor web page,
perform the following steps:
From the Unified CCX Supervisor web page, log in as the Remote
Tools > Plug-ins
from the Unified CCX Administration menu bar.
the Cisco Unified CCX Desktop Suites hyperlink.
the View CSQ hyperlink to view allowed CSQs.
The CSQ ID column shows the ID value that you should enter for the
CSQ that you selected in the Start Monitor Step. See the
Start Monitor Step in the Cisco Unified CCX Scripting and
Development Series: Volume 2, Editor Step Reference for more
Unified CCX User Options web interface
Use the Unified CCX User Options web page to perform:
After completing a fresh installation or upgrade of Unified
CCX, you must run the Cisco Unified CCX Desktop Client Configuration tool
prior to installing any desktop application(s) from the Cisco Unified CCX
Desktop Product Suite.
Since Unified CCX is developed on Cisco
Unified Communications Operating System (UCOS), which in turn is based on
Redhat Linux, the client MSIs cannot be created while installing the desktop
applications. The Unified CCX Desktop Client Configuration Tool uses the client
PC for configuring the client MSIs.
The Unified CCX Desktop Client Configuration Tool downloads the files that are needed to create the MSIs
into a temporary folder, creates the MSIs, and then uploads those MSIs to the
server from where they can be launched through the hyperlinks in the Plug-ins
page. This tool uploads the MSIs to the Linux server and cleans up all the folders
and files it created on the Windows PC.
From the client PC, which you use to access Unified CCX
Tools > Plug-ins
menu option; and in the Plug-ins web page, click
Cisco Unified CCX Desktop Suites. You will see
another web page with the following two categories:
To launch this tool, click
the Cisco Unified CCX Desktop Client Configuration
tool hyperlink from the Cisco Unified CCX web page. You will see a
File Download dialog box. Click
Run to run the
CAD Client Configuration.msi, which is a Windows
Installer (MSI). You will see a dialog box with progress bars showing the
status of Agent, Supervisor, and Administrator MSIs that are being packaged and
uploaded to the Unified CCX.
If you run this tool from either of the node(s) in a High
Availability deployment of Unified CCX, the MSIs are uploaded on both the
primary and secondary nodes of Unified CCX.
You must run the Desktop Client Configuration tool in the
After fresh installation of Unified CCX
After installing Service Release (SR) and Engineering Special (ES)
release of Unified CCX
After changing the IP address of one or more nodes of Unified CCX
After installing Unified CCX on the second node
After moving to single-node from an HA deployment of Unified CCX
After changing the CAD Language that you want to be available for
use in the agent desktops and supervisor desktops of Unified CCX.
Add alternative pronunciations
Alternative Pronunciations for Call by Name is an
independent feature located on the Unified CCX User Options Welcome web page.
This feature lets you add one or more alternate pronunciations for your first
or last name and is useful if callers might refer to you by more than one name.
For example, if your first name is Bob, you might add the alternate
"Bobby". Similarly, if your last name is Xhu, you might add the
To access the Alternative Pronunciations for Call by Name
web page, perform the following steps:
In the Cisco Unified CCX User Options Welcome web page, choose
Options > Alternative Pronunciations for Call by
The Alternate Pronunciations web page appears.
In the First Name field, you can enter an alternate pronunciation
of your first name. For example, if your name is
"Mary," you might enter
The name moves to a list of alternate first name pronunciations.
Repeat Steps 2 and 3 as needed to add other alternate
To remove an alternate pronunciation for your first name, click
the alternate pronunciation and then click
In the Last Name field, you can enter an alternate pronunciation
of your last name. For example, if your last name is
"Smith," you might enter
The name moves to a list of alternate last name pronunciations.
Repeat Steps 5 and 6 as needed to add other alternate
To remove an alternate pronunciation of your last name, click the
alternate pronunciation and then click
Save to apply the changes.
Access Unified CM User Options page
To access the
Unified CM User Options web page,
perform the following steps:
In the Unified CCX User Options Welcome web page, choose
User Options > Cisco
Unified CM User
Unified CM User Options Log On
dialog box appears.
Unified CM user ID and password,
and then click