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Cisco Unified CCX Administration Guide, Release 9.0(2)
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Preface
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Unified CCX introduction
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Unified CCX Administration web interface
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Unified CCX provision checklist
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Provision Unified CM for Unified CCX
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Cisco applications configuration
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Telephony and media provision
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Provision of Unified CCX
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Provision of additional subsystems
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Management of prompts, grammars, documents, and custom files
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Unified CCX system management
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Unified CCX historical reporting management
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Unified CCX outbound dialer configuration
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Real-time Cisco Unified Contact Center Express data reports
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Cisco Unified Contact Center Express supervisor and user options plug-ins
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System menu
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Applications menu
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Subsystems menu
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Wizards menu
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Tools menu
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Help menu
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Cisco Mobile Skill Manager
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Cisco Unified Contact Center Express license packages
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Index
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Feedback
Contents
- Provision of Unified CCX
- RmCm provider configuration
- RmCm provider modification
- Associating Agent Extensions with the RmCm Provider
- Resource groups
- Create resource group
- Modify resource group name
- Delete resource group
- Skills configuration
- Create a skill
- Modify a skill name
- Delete a skill
- Agent configuration
- Implications of deleting agents in Unified CM
- Assign resource groups and skills to one agent
- Assign resource groups and skills to multiple agents
- Remove skills from agents
- Contact Service Queue configuration
- Create a Contact Service Queue
- Contact Service Queue Configuration web page
- Modify a Contact Service Queue
- Delete a Contact Service Queue
- Resource pool selection criteria: Skills and groups
- Resource skill selection criteria within a Contact Service Queue
- Remote monitoring use and configuration
- Create Remote Monitoring supervisor
- Assign resources and Contact Service Queues to a supervisor
- Configure agent-based routing
- Wrap-up data usage
- Teams configuration
- Assign supervisor privilege to a user
- Create team supervisor
- Create teams
- Modify agents on teams
- Delete a team
- Unified Gateway auto-configuration details
Provision of Unified CCX
To provision the Unified CCX subsystem, you must provision your telephony and media resources (see the Provision telephony and media resources).
The following topics introduce the Unified CCX subsystem and explain how to provision it in the Unified CCX system:
- RmCm provider configuration
- Resource groups
- Skills configuration
- Agent configuration
- Contact Service Queue configuration
- Remote monitoring use and configuration
- Configure agent-based routing
- Teams configuration
- Unified Gateway auto-configuration details
RmCm provider configuration
The Unified CCX Resource Manager (RM) uses a Unified CM Telephony user (called the RmCm Provider) to monitor agent phones, control agent states, and route and queue calls. For information on adding Unified CM users, see section "Adding Users to a User Group" section in the Cisco Unified Communications Manager Administration Guide available here:
Note
The RmCm user specified through Unified CCX Administration is updated automatically in Unified CM.
RmCm provider modification
Note
This section only applies to Unified CCX deployments with Unified CM.
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 RmCm Provider web page is a read-only page that displays the latest configured information. To access this configuration area, choose from the Unified CCX Administration menu bar. The RmCm Provider web page opens, displaying the following read-only fields.
To modify the RmCm Provider, click Modify RmCm Provider Information icon in the tool bar in the upper, left corner of the window. The Cisco Unified CM Configuration web page opens.
Related Tasks
Associating Agent Extensions with the RmCm Provider
Note
This section only applies to Unified CCX Deployments with Unified CM.
For every agent/resource created in Unified CM, make sure that the agent phone is also associated with the RmCm Provider. You do this from the Unified CM User Page for the RmCm Provider. In other words, even though you create the RmCm User in Unified CCX Administration, you still need to use the Unified CM interface to associate the RmCm user with an agent phone. These phones are the same as those associated with each agent.
Resource groups
Resource groups are collections of agents that your CSQ uses to handle incoming calls. To use resource group-based CSQs, you must specify a resource group.
Create resource group
Procedure
Modify resource group name
Procedure
Delete resource group
ProcedureWhen you delete a resource group, the resource group is removed automatically if it is not associated with any agents and CSQs. If the resource group is associated with any agents or CSQs and if you click Delete, you will be directed to another web page, where you can see a list of the associated CSQs and agents, and you are prompted to confirm whether you want to delete the same.
Tip
To delete resource groups, you can use the following procedure or open a Resource Group and click the Delete icon or button in the Resource Group Configuration web page.
Skills configuration
Skills are customer-definable labels assigned to agents. All the Unified CCX license packages can route incoming calls to agents who have the necessary skill or sets of skill to handle the call.
Create a skill
Procedure
Modify a skill name
Procedure
Step 1 From the Unified CCX Administration menu bar, choose . The Skills web page opens.
Step 2 In the Skill Name column, click the skill that you want to modify. The Skill Configuration web page opens.
Step 3 Modify the name of the skill in the Skill Name text field. Step 4 Click Update to apply the modifications. The Skills Configuration summary opens, displaying the modified skill name in the Skill Name column.
Delete a skill
ProcedureWhen you delete a skill, the skill is removed automatically if it is not associated with any agents and CSQs. If the skill is associated with any agents or CSQs and if you click Delete, you are directed to another web page, where you can see a list of the associated CSQs and agents, and you are prompted to confirm whether you want to delete the same.
Tip
To delete a skill, you can use the following procedure or open a skill and click Delete icon or button in the Skills Configuration web page.
Agent configuration
Once the end users in Cisco Unified Communications1 are defined as agents, the list of agents and their associated Unified CCX devices are displayed in the page. These agents are also called resources. After you create a resource group, you can assign agents (resources) to that group.
If you have the Unified CCX Standard license package, you can add skills to agents once the skills have been created. You can also select the competence level of agents in assigned skills. Competence level indicates agent level of expertise in that skill.
You can assign resource groups and skills to agents either individually or in bulk. The bulk option enables you to assign skills and resource groups to multiple agents at the same time.
Once you assign agents to resource groups and skills, you can create a CSQ.
WarningUnified CM supports the use of special characters such as $ & ` : < > [ ] { } " # % ; , | ~ / ? \ and space in a user ID when you configure end users. However, Unified CCX restricts the use of these characters when you configure end users as agents or supervisors.
- Implications of deleting agents in Unified CM
- Assign resource groups and skills to one agent
- Assign resource groups and skills to multiple agents
- Remove skills from agents
Implications of deleting agents in Unified CM
If you modify an agent's record in Unified CM (for example, changing the Unified CCX extension or deleting the agent), ensure to refresh the user page on Unified CCX Administration interface so that the agent information in the Unified CCX RmCm subsystem is updated. Choose option to update the Unified CCX information in the Unified CCX Administration any time. If you change the Unified CCX extension of an agent who is currently logged in, the agent will continue to use the old extension until the agent logs off. The agent must log off and then log back in to the Cisco Agent Desktop to get the new extension. When Unified CCX detects that the agent no longer exists in Unified CM, it automatically deletes that agent from the Unified CCX database.
Caution
Deleting Inactive Agents removes the agent details and records from the Historical Reporting Database, and HR reports will not display historical information of these agents.
If Unified CM connection errors have occurred, all agents will not be visible to Unified CCX. In this case, Unified CCX interprets these agents as deleted agents. As a result, the Inactive Agents list will not be accurate. When the errors are resolved, click Inactive Agents again to see an accurate list.
Assign resource groups and skills to one agent
Procedure
Step 1 From the Unified CCX Administration menu bar, choose . The Resources web page opens.
Note Only agents or supervisors who have assigned Unified CCX extensions are displayed in the list of resources in the Resources area.
Step 2 Click the name of the agent in the Resource Name column. The Resource Configuration web page opens.
Step 3 Specify the following fields.
Field
Description
Resource Name
Name of the agent (display only).
Resource ID
Unique identifying number of the agent (display only). This is the alpha-numeric user id assigned in the Unified CM End User Configuration page.
Unified CCX Extension
Unified CCX Extension assigned to the resource group (display only). This is the IP Phone extension assigned to the user from the Unified CM End User Configuration page as IPCC Extension.
Resource Group
A resource group with which to associate the agent (optional).
Automatic Available
Accept the default (Enabled) to automatically put the agent into the Available or Ready state after the agent finishes a call and disconnects.
Note When a logged on agent in Ready, Not Ready, or Work state answers a call, the agent state is subject to the Automatic Available setting.
Assigned/Unassigned Skills
Select one or more skills from the Unassigned Skills list and click < to add the skills to the Assigned Skills List.
Select one or more skills from the Assigned Skills List and click > to remove skills from the Unassigned Skills list.
You can assign up to 50 skills to the agent.
Competence Level
Select a skill from the Assigned Skills list and choose a number from the Competence Level drop-down menu
Changes the competence level of an assigned skill (1 = Beginner, 10 = Expert).
Note You can change the competency level one skill at a time, only. You cannot change skill competency level as a bulk procedure.
Team
A group of agents who assign the team to which the resource belongs.
Step 4 Click Update to apply the changes. The Resources area of the RmCm Configuration summary web page opens, and the agent is now assigned to the resource group and skills (if skills were assigned).
Related Tasks
Related Information
Assign resource groups and skills to multiple agents
Procedure
Step 1 From the Unified CCX Administration menu bar, select . The Assign Skills summary web page opens.
Tip Only agents or supervisors who have assigned Unified CCX extensions are displayed in the list of resources in the Resources area.
Step 2 In the Resource Name column, check the check box beside each agent to whom you want to assign set of same resource group and skills. In the Resource Name column, check the check box next to each agent you want to assign set of same resource group and skills.
Note You can check the Select All check box to select all agents.
The Skill summary web page shows the total number of skills created.
Step 3 Click Add Skill icon that displays in the tool bar in the upper, left corner of the window or the Add Skill button that displays at the bottom of the window. The Add Skill web page opens.
Step 4 Specify the following fields.
Field
Description
Resource Group
To assign a resource group to all the selected agents, choose a resource group from the Resource Group drop-down menu.
Skills to Add
Select one or more skills from the Skills list and click < to add the skills to the Skills to Add List.
Note The Skills to Add list contains all skills, not just the skills that agents already have.
Skills
List of the available skills.
Competence Level
Select a skill from the Assigned Skills list and choosing a number from the Competence Level drop-down menu
Step 5 Click Update to apply the changes. The Assign Skills area of the RmCm Configuration web page opens, and the agents are now assigned to the resource group and their skills (if skills were assigned).
Related Information
Remove skills from agents
Procedure
Note
If a resource is not assigned a skill that you attempt to remove, the resource is not updated. However, the system will still generate a related message.
Step 1 From the Unified CCX Administration menu bar, choose . The Assign Skill summary web page opens.
Step 2 In the Resource Name column, click the check box next to the agent you want to remove skills from.
Note You can click Select All check box to select all agents.
Step 3 Click Remove Skill icon that displays in the tool bar in the upper, left corner of the window or the Remove Skill button that displays at the bottom of the window. The Remove Skill Configuration web page opens.
Step 4 Remove skills by choosing one or more skills from the Skills list and clicking > to move the skills to the Skills to Remove list. Step 5 Click Update to apply the changes. The Assign Skills area of the RmCm Configuration web page opens, and the agents are no longer assigned to the skills.
Related Tasks
Related Information
Contact Service Queue configuration
The Contact Service Queue (CSQ) controls incoming calls by determining where an incoming call should be placed in the queue and to which agent the call is sent.
After you assign an agent to a resource group and assign skills, you need to configure the CSQs.
You assign agents to a CSQ by associating a resource group or by associating all skills of a particular CSQ. Agents in the selected resource group or who have all the selected skills are assigned to the CSQ.
Skills within the CSQ can be ordered. This means, when resources are selected, a comparison is done based on the competency level (highest for "most skilled" and lowest for "least skilled") of the first skill in the list. If there is a "tie" the next skill within the order is used, and so on.
Skills within the CSQ can also be weighted. The weight value is an integer from 1 to 1000. Each competency level is multiplied by the skill's associated weight, and a final comparison is done on the sum of all the weighted skill competencies (highest value for "most skilled" and lowest for "least skilled"). The maximum number of CSQs in the system depends on the type of server on which the engine is running.
For more information, see the Unified CCX Data Sheets at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_literature.html.
Each agent can belong to up to 25 CSQs. To ensure that agents are not assigned to more than 25 CSQs, click Resources submenu option in the RmCm Configuration web page, and click Open Resources Summary Report icon. The report opens, listing each agent and the number of CSQs to which the agent belongs. If the agent belongs to more than 25 CSQs, modify the skills and resource groups to which the agent is assigned so that the agent does not belong to more than 25 CSQs.
- Create a Contact Service Queue
- Modify a Contact Service Queue
- Delete a Contact Service Queue
- Resource pool selection criteria: Skills and groups
- Resource skill selection criteria within a Contact Service Queue
Related References
Create a Contact Service Queue
Procedure
Step 1 From the Unified CCX Administration menu bar, choose . The Contact Service Queues web page opens.
Use this web page to view the following fields:
Field
Description
Name
Name of the resource or skill group.
Contact Queuing Criteria
Algorithm used to order the queued calls (contacts).
Resource Pool Selection Model
The resource selection criteria chosen for this CSQ.
Resource Pool
The skills or resource group used for this CSQ.
CSQ Type
The type of the CSQ.
Delete
Deletes the selected CSQ.
Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the window or the Add New button that displays at the bottom of the window. The Contact Service Queue Configuration web page opens.
Note If this link does not appear on the page, it means that the system has reached the maximum number of CSQs that can be created. The CSQ Summary page displays the total number of created CSQs.
Step 3 Use the Contact Service Queue Configuration web page to specify the various fields. For more information on the fields, see Contact Service Queue Configuration web page. Step 4 Click Next. The second Contact Service Queue Configuration area opens with the newly-assigned CSQ Name.
Step 5 Select an option from the Resource Selection Criteria drop-down menu.
Note The Resource Selection Criteria field is displayed only if you have selected the CSQ type as Voice. This field is not configurable for an Email CSQ type.
Note The Resource Pool Selection Model settings determine the options available in this drop-down menu.
- Longest Available—Selects the agent who has been in the Available state for the longest amount of time.
- Most Handled Contacts—Selects the agent who has handled the most calls.
- Shortest Average Handle Time—Selects the agent who generally spends the least amount of time talking to customers.
- Most Skilled—Used for expert agent call 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.
- Least Skilled—Used for expert agent call distribution. Selects the agent with the lowest total competency level. The total competency level is determined by adding the agent’s competency level in each assigned skill.
- Most Skilled by Weight— Used for expert agent call distribution. Selects the agent with the highest total competency level multiplied by the skill’s associated weight.
- Least Skilled by Weight—Used for expert agent call distribution. Selects the agent with the lowest total competency level multiplied by the skill’s associated weight.
- Most Skilled by Order— Used for expert agent call distribution. Selects the agent with the highest total competency level in the ordered list.
- Least Skilled by Order— Used for expert agent call distribution. Selects the agent with the lowest total competency level in the ordered list.
Note If two or more agents have equal competency level, the selection automatically defaults to Longest Available selection criteria. Step 6 Specify the following settings, as necessary:
Note The Resource Pool Selection Model setting determines the availability of these options.
Step 7 If you selected one of the Least/Most Skilled options as shown in the list below for the Resource Selection Criteria, you can view the agent order using Show Resources icon or button.
Note The order of the agents determines the priority, with the agent at the top of the list having the highest priority.
To change the order of the agents belonging to the CSQ, you should modify the skill set of the agents. The Least/Most Skilled Resource Selection Criteria option comprises the following:
Step 8 If you selected Resource Groups as the Resource Pool Selection Model on the previous page, follow these steps:
Related References
Related Information
Contact Service Queue Configuration web page
Contact Service Queue Configuration web page:
Field
Description
Contact Service Queue Name
Enter a meaningful name that is concise, yet easy to recognize (for example, Language Experts). This is a mandatory field.
Contact Service Queue Type
Select one of the following options from this drop-down menu:
Contact Queuing Criteria
Display only. Displays the criteria used for queuing the contacts. For example, First In, First Out (FIFO).
Automatic Work
Determines whether agents in this CSQ automatically enter Work state after a call. This is a mandatory field. Options are:
Wrapup Time
Determines the length of the workstate for this CSQ after a call. Options are:
Resource Pool Selection Model
Select one of the following options from the drop-down menu:
This is a mandatory field.
Service Level
The target maximum number of seconds a call is queued before it is connected to an agent. This is a mandatory field.
Service Level Percentage
The target goal for percentage of contacts that meet the service level. This is a mandatory field.
For example, a call center that has a service level of 20 and a service level percentage of 80 percent has a goal of answering 80 percent of its calls within 20 seconds.
Prompt
.wav prompt file to associate with the CSQ. You can retrieve the prompt file that you select from this Prompt drop-down list using the Create CSQ Prompt Step in the Unified CCX Editor.
In the Unified CCX Editor, Create CSQ Prompt Step is one of the steps used to create scripts for the Unified CCX engine. In this step, you need to give the CSQ ID that is displayed as the last number in the AppAdmin address bar of the web page that is displayed when you click on an existing CSQ. For example, the CSQ ID will be 3 if the address bar of an existing CSQ Configuration web page ends with "&csdid=3". When the script executes, it will return the prompt associated with the specific CSQ ID. Use the Play Prompt Step within the script to play this prompt.
See the Cisco Unified CCX Editor Step Reference Guide for detailed information on scripting.
Related References
Modify a Contact Service Queue
Procedure
Step 1 From the Unified CCX Administration menu bar, choose . The Contact Service Queues web page opens.
Step 2 In the Name list, click the CSQ that you want to modify. The Contact Service Queue Configuration page opens.
Step 3 Modify the Contact Service Queue Configuration information as necessary.
Note If you change an existing CSQ name, the old name still exists in the HR reports and the CSQ is not removed even if all the data is purged.
Note Click Next icon that displays in the tool bar in the upper, left corner of the window or the Next button that displays at the bottom of the window to view and update the remaining fields.
Step 4 Click Update icon in the top of the window or the Update button that displays at the bottom of the window to apply the modifications.
Delete a Contact Service Queue
ProcedureWhen you delete a CSQ, any skills or resource groups assigned to that CSQ are automatically removed from the CSQ, and any application using that CSQ can no longer access it. Before deleting the CSQ, change the applications to use a different CSQ. If the application is using a CSQ when the CSQ is deleted, new incoming calls will get an error and existing queued calls will not be routed to agents.
Step 1 From the Unified CCX Administration menu bar, choose . The Contact Service Queues web page opens.
Step 2 Click the Delete icon next to the name of the CSQ that you want to delete.
Note You can also delete a CSQ from its Contact Service Queue Configuration page using the Delete icon or button.
Resource pool selection criteria: Skills and groups
The resource selection criteria available for CSQs with Resource Skills is different from that of CSQs with Resource Groups.
Example—In a banking application with two skills (Banking and CreditCard) and one Resource Group (General Queries), assume that the following agents, skills, and resource groups are defined:
Agent ID
Assigned Skills
Resource Group
Agent1
Banking (Competence Level 10)
CreditCard (Competence Level 6)
GeneralQueries
Agent2
Banking (Competence Level 5)
CreditCard (Competence Level 10)
GeneralQueries
Agent3
None
GeneralQueries
In addition, suppose you had the following Contact Service Queue information defined:
Table 1 Agent Skill and Resource Group settings CSQ Name
Resource Pool Selection Model
Resource Selection Criteria
Skill/Competence
Available Agents
CSQ1
Resource Skills
Most Skilled
BankingMinimum competency: 5
Agent1
Agent2
CSQ2
Resource Skills
Most Skilled
CreditCardMinimum competency: 5
Agent1
Agent2
CSQ3
Resource Group
Longest Available
GeneralQueries
Agent1
Agent2
Agent3
In this scenario, if a caller calls with a question about CreditCard information and there are no CSQs currently available with CreditCard skills (that is, Agent1 and Agent2), there is a possibility for Agent3—who has no CreditCard skill—to get selected as the Longest Available Agent.
To avoid such a situation, you could design the script to always look into CSQ2 for available agents since it has the highest competency of 10 for CreditCard, and agent selection here is based on most skilled.
Note
If two or more agents have equal competency level, the selection automatically defaults to Longest Available selection criteria.
Related Tasks
Related References
Resource skill selection criteria within a Contact Service Queue
Resource selection within a CSQ is based on the resource competency levels of the skills associated to the CSQ. You can choose between the most and least skilled.
The Unified CCX system defines a Level 10 competency to be the highest skill level, while a Level 1 denotes the lowest skill level. When more than one skill is involved, each skill is given the same weight, meaning no preference is given to any skill. A comparison is performed on the sum of all the competency levels for the associated skills. (Skills assigned to resources but not associated to the CSQ are ignored.) In the case of a tie when skill competencies are equal, the resource that has been ready for the longest amount of time will be chosen.
The following table provides examples of how Unified CCX selects resources within a CSQ.
Table 2 Resource Skill selection criteria Example
CSQ Skills
Agent Competency Levels
Sequence Agents Become Ready
Selection Order
Most skilled resource selection model
Technical Support
Agent A = 10
Agent B = 10
Agent C = 5
A, B C
A, B, C
C, A, B
A, B, C
A, C, B
A, B, C
C, B, A
B, A, C
Least skilled resource selection model
Technical Support
Agent A = 10
Agent B = 10
Agent C = 5
A, B, C
C, A, B
C, A, B
C, A, B
A, C, B
C, A, B
C, B, A
C, B, A
Note The ordering in the two examples above are not opposite because the selection criteria has changed from most to least skilled—when competency levels are equal, both selection models choose the resources that have been available for the longest time.
Most skilled resource selection model
SalesSupport
Agent A = Sales (10) Support (5)
Agent B = Sales (5), Support (10)
Agent C = Sales (5) Support (1)
A, B, C
A, B, C
C, A, B
A, B, C
A, C, B
A, B, C
C, B, A
B, A, C
Least skilled resource selection model
SalesSupport
Agent A = Sales (10) Support (5)
Agent B = Sales (5), Support (10)
Agent C = Sales (5) Support (1)
A, B, C
C, A, B
C, A, B
C, A, B
A, C, B
C, A, B
C, B, A
C, B, A
Related Tasks
Related References
Remote monitoring use and configuration
The Unified CCX Remote Monitoring feature allows a supervisor to call into any site where the supervisor has a Unified CM user profile and monitor agent conversations.
Note
The incoming and outgoing streams to and from the agent phone and the outgoing stream to the supervisor phone must have the same encoding, with only G.711 being supported.
When you, as a supervisor, monitor a conversation, you can hear all parties on the call. The parties will have no indication that you are monitoring the call. You cannot join the call or be heard by the parties. This is referred to as silent monitoring.
With Remote Monitoring, you can choose to monitor a call in either of these ways:
- By resource (agent)—In this case, you identify the resource by agent extension. If the agent is on a call, monitoring will begin immediately. If the agent is not on a call, monitoring will begin when the agent is presented with a call (that is, when the phone rings) or when the agent initiates a call (that is, when the phone goes off-hook).
- By CSQ—In this case, you will monitor the call of an agent who belongs to the CSQ. When you monitor by CSQ, you select the CSQ from a menu. When a call is presented to an agent who belongs to the selected CSQ, monitoring will begin for that agent and call.
Note
For CSQ monitoring, the supervisor cannot start monitoring the call after it connects to the agent; the call must arrive at the agent after supervision begins. For agent monitoring, supervision can begin after the call connects to the agent.
Related Tasks
Create Remote Monitoring supervisor
Procedure
Step 1 From the Unified CCX Administration menu bar, choose . The User Configuration web page opens, displaying the list in two panes. The left pane displays the list of existing Unified CCX Supervisors and the right pane displays the list of Available Users.
Step 2 Change the users as required using the arrow in either direction. Your changes are dynamically displayed in this page and are effective immediately.
Step 3 Repeat this process as needed to assign the Supervisor capability for more than one user. Click Back to User List icon that displays in the tool bar in the upper, left corner of the window or the Back to User List button that displays at the bottom of the window to view the list of existing users.
Related Tasks
Related Information
Assign resources and Contact Service Queues to a supervisor
ProcedureUse the Remote Monitor Configuration web page to assign a supervisor a list of resources and CSQs they are allowed to monitor.
Step 1 From the Unified CCX Administration menu bar, choose . The Remote Monitor web page opens to display the Supervisor, Name, and User ID of Unified CM users who are Unified CCX supervisors (if configured).
Note The Remote Monitor submenu option is available only if you are using the Unified CCX Premium license package.
Step 2 Click a User ID value.
Note This is a Unified CM user configured as a Unified CCX supervisor (see Create Remote Monitoring supervisor).
The Remote Monitor Configuration web page opens.
Step 3 Use this web page to specify the following fields. Step 4 Click Update to apply the changes. The Remote Monitor area of the RmCm Configuration web page reappears.
The Supervisor can now access the Unified CCX Supervisor web page and view the allowed CSQs and agents.
Tip When running the Remote Monitoring script, you might need to provide a CSQ ID. This ID is internally generated and is only visible on the Unified CCX Supervisor page.
Related Information
Configure agent-based routing
ProcedureAgent-based routing provides the ability to send a call to a specific agent, rather than any agent available in a CSQ.
Use the Agent Based Routing Settings web page to configure system-wide parameters to be used in an agent-based routing application.
Step 1 From the Unified CCX Administration menu bar, choose . The Agent-Based Routing Settings area opens.
Note The Agent Based Routing Settings is available only if you are using Unified CCX Enhanced or Premium license packages.
Step 2 Specify the following fields:
Field
Description
Automatic Work
Determines if agents automatically move to the Work state after a call.
Wrapup Time
Determines if agents automatically enter Wrapup after a call.
- Enabled button with seconds field—Controls how long the agent can stay in the Work state if Automatic work is enabled. The seconds field specifies the Wrapup time length (greater than 0 second but less than 7200 seconds).
- Disabled (default)—No limit of how long the agent can stay in the Work state if Automatic Work is enabled.
Step 3 Click Save icon that displays in the tool bar in the upper, left corner of the window or the Save button that displays at the bottom of the window to apply changes.
Wrap-up data usage
Contact centers use wrap-up data to track the frequency of activities or to identify the account to which a call is charged, and other similar situations. Like reason codes, wrap-up data descriptions are set up by your system administrator to reflect the needs of your contact center. By default this feature is disabled.
If the wrap-up data feature is enabled in Cisco Desktop Administration, the agent will see a pop-up window when he moves to Work state, in which he can select the appropriate description that sums up the call outcome.
See the Cisco Desktop Administrator User Guide for more information.
Teams configuration
A team is a group of agents who report to the same supervisor. A team can have one primary supervisor and optional secondary supervisors. A supervisor can also monitor CSQs that are assigned to the team being supervised.
Barge-in is when a supervisor joins an existing call between an agent and a customer.
Intercept is when the supervisor joins a call and drops the agent from the call.
A default team is automatically created by the system and cannot be deleted. If agents are not assigned to any team, they belong to the default team. When an agent is assigned to a team, the team supervisor can barge-in and intercept any call being handled by the agent.
Note
Before creating a team, you must set up supervisors using the User Management page.
- Assign supervisor privilege to a user
- Create team supervisor
- Create teams
- Modify agents on teams
- Delete a team
Assign supervisor privilege to a user
Procedure
Step 1 From the Unified CCX Administration menu, choose Tools > User Management > User View. The User Configuration page displays the list of all users.
Step 2 Click the user to whom you want to assign supervisor capability. The User Configuration page displays information about that user. In the Capabilities section, the left pane displays the list of assigned capabilities and the right pane displays the list of capabilities.
Step 3 Using the left arrow, assign Supervisor capability. Step 4 Click Update to save your changes.
Create team supervisor
Procedure
Step 1 From the Unified CCX Administration menu, choose Subsystems > RmCm > Teams. Step 2 Click the team for which you want to create a supervisor. The Team Configuration page displays the configuration information about the team.
Step 3 From the Primary Supervisor drop-down list, select the primary supervisor for the team. Step 4 (Optional) If you want to assign a secondary supervisor, select the supervisor from the Available Supervisors pane and then click the left arrow. Step 5 Click Save.
Create teams
Modify agents on teams
Procedure
Step 1 From the Unified CCX Administration menu bar, choose . The Teams web page opens.
Step 2 Click a name in the Team Name column The Team Configuration page appears.
Step 3 Select an agent name in the Resources Assigned to other Teams list and use the arrow icon to move it into the Assigned Resources list if you want to add an agent to this team. To remove an agent from this team, select an agent name in the Assigned Resources list and use the arrow icon to move it into the Resources Assigned to other Teams list. This agent now belongs to the default team.
Step 4 Click Update to apply changes.
Unified Gateway auto-configuration details
Note
Unified CCX supports ACD integration with the Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) solution by way of the Cisco Unified Gateway. The Unified Gateway is a Peripheral Gateway (PG) which is configured on the Unified ICME software. The Unified Gateway is no longer coresident on the Unified CCX server as opposed to the earlier versions of Unified CCX. The CTI protocol supports integration of Unified Gateway with Unified ICME. The Cisco IPCC Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX provides an overview of the Unified Gateway feature, lists the supported deployment options, provides comparative information, and includes information on configuring and integrating the Unified Gateway.
Some of the configurations performed on the Unified CCX using the appropriate web page in Unified CCX Administration will be automatically configured on Unified ICME via the Unified Gateway. The following table provides a list of these configurations, the equivalent term used on Unified ICME for these configurations, and the Configuration Manager tool that can be used on the Unified ICME Admin Workstation to view these configurations.
Unified CCX Term
Unified ICME Term
Unified ICME Configuration
Application
Service
Service Explorer
Route Point (Trigger)
Routing Device
Peripheral Monitor Table
CSQ
Skill Group
Skill Group Explorer
Resource
Agent
Agent Explorer
Note The agent extension goes to the Peripheral Monitor Table.
Note
These configurations and their attributes cannot be changed on Unified ICME if auto-configuration is enabled on Unified ICME.
1Unified Communications users in a Unified CM deployment refers to a Unified CM user.
