- Preface
- Unified CCX Introduction
- Unified CCX Administration Web Interface
- Unified CCX Provision Checklist
- Provision Unified CM for Unified CCX
- Update Unified CM IP Address Change in Unified CCX
- Cisco Applications Configuration
- Telephony and Media Provision
- Provision of Unified CCX
- Provision of Additional Subsystems
- Management of Prompts, Grammars, Documents, and Custom Files
- Unified CCX System Management
- Unified CCX Reporting
- Unified CCX Outbound Dialer Configuration
- Cisco Unified Contact Center Express Supervisor and User Options Plug-Ins
- System Menu
- Applications Menu
- Subsystems Menu
- Wizards Menu
- Tools Menu
- Help Menu
- Cisco Mobile Skill Manager
- Cisco Finesse
- Extend and Connect
- Cisco Unified CCX Serviceability
- Real-Time Monitoring
- Backup and Restore
- Command Line Interface
- Cisco Unified Contact Center Express License Packages
- Context Service Connection Timeouts
Cisco Unified Contact Center Express Administration and Operations Guide, Release 11.6(1)
- Updated:
- April 6, 2018
Chapter: Unified CCX Administration Web Interface
Unified CCX
Administration Web Interface
The Unified CCX provides a multimedia (voice, data, and web) IP-enabled customer-care application environment, using VoIP technology that allows your Cisco Unified Communications network to share resources with your data network.
You can then use a web browser located on any computer on the IP network to configure and administer your applications with the Unified CCX Administration web interface.
 Note | Support for high availability and remote servers is available only in multiple-server deployments. |
The Unified CCX Administration web interfaces (Cisco Unified CCX Administration and Cisco Unified CCX Serviceability) allows you to:
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Configure and monitor overall system functions, applications, and subsystems
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Access a wide variety of system tools
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Perform many other administrative tasks
The following sections provide more information about the Unified CCX Administration web interface:
- Access Unified CCX Administration Web Interface
- Cisco Unified CCX Administration Menu Bar and Menus
- Cisco Unified CCX Administration Navigation
- Unified CCX Configuration Web Pages
Access Unified CCX Administration Web Interface
The web pages of the Unified CCX Administration web interface allow you to configure and manage the Unified CCX system and its subsystems.
Use the following procedure to browse into the server and log in to Unified CCX Administration web interface.
Cisco Unified CCX Administration Menu Bar and Menus
The Cisco Unified CCX Administration menu bar appears at the top of every web page of the Unified CCX Administration web interface. You begin every Unified CCX configuration and administration task by choosing a menu and submenu option from the menu bar.
The Cisco Unified CCX Administration menu bar contains the following menu options:
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System—Contains options for configuring new servers in the cluster, Unified CM information, language information, changing system parameters, custom file configuration, standalone CUIC configuration, adding or displaying licenses, and single sign-on.
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Applications—Contains options for managing applications, scripts, prompts, grammars, documents, and AAR files.
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Subsystems—Contains options for configuring parameters for the subsystems that are licensed for your Unified CCX server. Your Subsystems menu may include submenu options for one or more of the following subsystems: Unified CM Telephony, Unified CCX, Database, HTTP, Chat and Email, Cisco Media, MRCP Automatic Speech Recognition (ASR), and MRCP Text-To-Speech (TTS).
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Wizards—Contains options that provide access to the following wizards of your Unified CCX server: Application and RmCm.
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Tools—Contains options that allow you to access system tools such as Plug-ins, Real-Time Reporting, Real-Time Snapshot Config. You can also assign access levels to administrators and supervisors and reset passwords.
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Help—Provides access to online help for Unified CCX.
Cisco Unified CCX Administration Navigation
After you log in, the main Cisco Unified CCX Administration web page appears.
Note | The minimum supported screen resolution specifies 1024 x 768. Devices with lower screen resolutions may not display the applications correctly. |
The choices in the drop-down list include the following Cisco Unified CCX Administration applications:
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Cisco Unified CCX Administration — Uses Cisco Unified CCX Administration to configure system parameters, subsystems, wizards, and much more.
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Cisco Unified CCX Serviceability — Takes you to the main Cisco Unified CCX Serviceability web page that is used to configure trace files, alarms, and to activate and deactivate services.
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Cisco Finesse Administration — Uses Cisco Finesse Administration to configure system settings in Cisco Finesse.
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Cisco Unified Serviceability — Takes you to the main Cisco Unified Serviceability web page that is used to save alarms and traces for troubleshooting, provide alarm message definitions, activate and deactivate services and so on.
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Cisco Unified OS Administration — Takes you to the main Cisco Unified OS Administration web page, so that you can configure and administer the Cisco Unified Communications platform.
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Disaster Recovery System — Takes you to the Cisco Disaster Recovery System, a program that provides data backup and restore capabilities for all servers in a Cisco Unified CCX Administration cluster.
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Cisco Identity Service Management- Takes you to the Identity Service Management page where the Identity Service configurations can be done.
You can log in to Cisco Unified CCX Administration either as an administration user or an application user.
Note | An administration user is an end user that is configured on the Unified CM with Administrator capability in Unified CCX. An application user is an user that is configured during the installation of Unified CCX having administrator capability by default. |
If you log in as an Administrator, you can access the following applications that display in the navigation drop-down list in the top right corner of the Administration menu bar:
If you log in as an application user, you can seamlessly traverse between the Unified CCX web applications as well as the Cisco Identity Service Management and Cisco Unified Serviceability without logging in again.
Note | For security purposes, Cisco Unified CCX Administration and Cisco Unified CCX Serviceability logs you out after a configured session timeout for an inactive session and you must log back in. This session timeout can be configured using the platform based command line interface command set webapp session timeout. For more information on this command, see Command Line Interface Reference Guide for Cisco Unified Communications Solutions at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.html. |
Note | An application user can log in to these four Unified CCX web applications even when Unified CM is down. |
To access these applications from Cisco Unified CCX Administration, you must first choose the desired application from the navigation drop-down list in the upper right corner and click Go.
Note | Cisco Finesse Administration Console opens in a new tab or in a new window based on the browser settings. To log in to Cisco Finesse Administration, you must be a user with administrator privileges. When the Cisco Tomcat service is down on any of the Unified CCX nodes, you will not be able to launch Cisco Unified CCX Administration from any of the Unified CCX nodes; therefore, you will not be able to launch the Cisco Finesse Administration from within it. In that case, you can launch the Cisco Finesse Administration directly from the browser. To launch the Finesse Administration Console, direct your browser to https://FQDN:8445/cfadmin, where FQDN is the fully-qualified domain name of the server. |
You can access the following platform-based web applications using the platform user credentials as configured during installation of Unified CCX:
Unified CCX Configuration Web Pages
When you choose any menu and submenu option from the Unified CCX Administration menu bar, a configuration or administration web page opens. Use this web page to continue your configuration or administration task.
In some cases, you will perform your configuration or administration task on this one web page.
In other cases, the web page that first opens when you choose a submenu item leads to a series of web pages. For example, the Unified CM Telephony Call Control Group Configuration web page contains both a tool bar in the top with a few icons that link to other web pages and a configuration area.
The following table describes the Refresh All button and the Copy, Delete, and Refresh icons that are found on several Unified CCX web pages.
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Icon/Button |
Description |
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|---|---|---|---|
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Copy |
Click this icon to copy the information in that specific row.
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Delete |
Click this icon to delete the information in that specific row. |
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Refresh |
Click this icon to refresh the information in that specific row. |
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Refresh All |
Click this button to refresh the information listed on this page. |
Details for Advanced Configuration
In Unified CCX Administration web interface, advanced configuration with Show More and Show Less options exists. On the applicable pages, all configuration details can be displayed or minimised based on user preferences and requirements.
A page by default displays fewer parameters. Parameters configured with default values and not requiring modification or user input are now available in the advanced configuration section. You can access this advanced configuration section by clicking the Show More button at the bottom of the page. When you click this button, the extra parameters become visible and the button changes to Show Less. When you click Show Less, the page reverts to its original list of parameters.
Note | If you are using Unified CCX with Cisco Contact Center Gateway solution, see the 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 Unified Gateway. See the Cisco Unified Contact Center Enterprise installation and upgrade guides available at https://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_installation_guides_list.html for detailed information. The Unified Gateway is a Peripheral Gateway (PG), which you configure on the Unified ICME software. |
Toolbar and Buttons
On the top left toolbar of many web pages, you will find an Add New icon and the same Add New will also be displayed as a button at the bottom of the web page.
For example, the Unified CM Telephony Call Control Group Configuration web page contains Add New and Refresh All icons on the top left toolbar and the same are displayed as buttons at the bottom of the web page. When you click the Add New icon or button, another Unified CM Telephony Call Control Group Configuration web page opens. Use this area to add a new Unified CM Telephony Call Control Group.
Many web pages contain icons or buttons that perform a variety of functions. For example, the Refresh All button on the Unified CM Telephony Call Control Group Configuration web page refreshes all the Unified CM Telephony call control group configurations in the Unified CCX server.
A few web pages (for example, page) also contain a Reset to Default icon and button. This allows you to revert to the software set defaults for each parameter on this page.
Application and RmCm Wizards
In Unified CCX, two wizards are available in the main menu: the Application Wizard and the RmCm Wizard.
To improve the usability and configuration process, these wizards take you through the configuration pages in the required order and help ease the configuration process for these two features. You can access these wizards from a new main menu option called Wizards.
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