1. Configure the JTAPI subsystem on Unified CCX.
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The Unified CCX Engine uses the JTAPI subsystem to send and
receive calls from Unified CM.
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JTAPI Configuration web page
From the Unified CCX Administration web page menu bar, select
. Then select JTAPI provider in the option list on the
left.
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Configuring a JTAPI Provider section in the Cisco Unified Contact Center Express Administration and Operations Guide.
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For the JTAPI Provider configuration, select the IP
address(es) or hostname(s) of one of the Available CTI Manager machines.
The Available CTI Managers list box lists all the available
CTI Managers that are in the Unified CM cluster.
The primary provider is the first value in the list of
selected CTI managers in the cluster, and the secondary provider is the second
(also the last) value in the list of CTI selected managers in the cluster.
There cannot be more than two selected CTI Managers for JTAPI
Provider Configuration.
The User Prefix is used by Unified CCX to create the
Application User in Unified CM that controls the Route Points and CTI Ports.
Make sure the users (<User prefix> +"_"+,nodeid) are NOT
defined in Unified CM.
On clicking OK, JTAPI users are created in the Unified CM.
Depending on how many Unified CCX engines are enabled in the cluster, those
many JTAPI users are created.
In an IP IVR system installed independently of Unified CCX,
you do not need to configure the RmCm subsystem.
That configuration is shown here only to show you what you
would have to configure next if your IP IVR system were installed as a part of
Unified CCX.
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2. Provision a JTAPI Call Control Group.
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The Unified CCX system uses JTAPI call control groups to pool
together a series of CTI ports, which the system uses to serve calls as they
arrive at the Unified CCX server.
Unified CCX automatically adds the needed CTI ports port
assignments and the specified call control groups to the Unified CM database
when you click Update.
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JTAPI Call Control Group Configuration
web page
From the
Unified CCX Administration web page menu
bar, select
. Then select JTAPI
Call Control Group in the option list on the left.
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Provisioning JTAPI Call Control Groups section in the Cisco Unified Contact Center Administration and Operations Guide.
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3. Check to make sure the JTAPI information in Unified CCX and
Unified CM is synchronized. If it is not synchronized, resynchronize it.
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Makes sure the JTAPI configuration data entered in Unified CM
through Unified CCX is synchronized with the JTAPI configuration data in
Unified CM for every server in both the Unified CM cluster and the Unified CCX
cluster.
The check and Synchronize option generates a report describing
the status of JTAPI information (JTAPI Users, Port Groups, and Triggers).
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The JTAPI Resynchronize dialog box
From the
Unified CCX Administration web page menu
bar, select
. Then select
Resynchronize in the option list on the
left.
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Provisioning JTAPI Call Control Groups section in the Cisco Unified Contact Center Express Administration and Operations Guide.
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4. Provision the Cisco Media Termination Subsystem.
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Specifies the media you need for your system.
The Unified CCX server uses the Real-Time Transport Protocol
(RTP) to send and receive media packets over the IP network. To ensure that the
Unified CCX can communicate with your Cisco Unified Communications system, you
need to configure the RTP ports that the Unified CCX Engine will use to send
and receive RTP data.
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Cisco Media Termination Dialog Group
Configuration web page
From the
Unified CCX Administration web page menu
bar, select
and then in
the upper, right corner of the window, click the
Add a New CMT Dialog Control Group link.
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Provisioning the Cisco Media Subsystem section in the Cisco Unified Contact Center Express Administration and Operations Guide.
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You can choose different types of media, from a simple type of
media capable of supporting prompts and DTMF (Cisco Media Termination) to a
more complex and rich type of media capable of supporting speech recognition.
It is even possible to provision calls without media.
Because of the media capabilities, you must provision media
manually. Each call requires both a CTI port and a media channel for the system
to be backward compatible or to support media interactions.
Media resources are licensed and sold as IVR ports so you can
provision more channels than you are licensed for and, at run-time, licensing
will be enforced to prevent the system accepting calls, as this would violate
your licensing agreements.
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5. Provision and configure any other Unified CCX subsystems
that you will use.
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Expands the functionality of your Unified IP IVR system.
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This task includes the following three tasks and depends on
whether or not you have bought licenses for subsystems and have installed them
when you installed Unified CCX.
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Provisioning ASR and TTS section in the Cisco Unified Contact Center Express Administration and Operations Guide.
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5.1 Provision an MRCP Automated Speech Recognition (ASR)
subsystem. (optional)
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Allows users to navigate through a menu of options by speaking
instead of pressing keys on a touch-tone telephone.
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MRCP ASR Configuration web page
In the
Unified CCX Administration web page,
select
.
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The MRCP ASR software is optional and requires a vendor
license.
The License is the number of MRCP ASR port licenses purchased
from the ASR vendor. For the currently supported MRCP ASR vendors, see the
current
Unified CCX Compatibility Matrix.
To configure an MRCP ASR server or a dialog group, click the
MRCP ASR Servers
or
MRCP ASR Dialog Groups respectively in
the column on the left of the 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.
This step involves the configuration of your:
- MRCP ASR Providers
- MRCP ASR Servers
- MRCP ASR Dialog
Groups
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5.2 Provision an MRCP Text-to-Speech (TTS) subsystem.
(optional)
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Converts text (UNICODE) into spoken words in order to provide
a user with information or to prompt a user to respond to an action.
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MRCP TTS Configuration web page
In the
Unified CCX Administration web page,
select
, click
Add MRCP TTS Provider, link, fill in the
information required and click
Add.
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Provisioning ASR and TTS section in the Cisco Unified Contact Center Express Administration and Operations Guide.
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The MRCP TTS software is optional and requires a vendor
license. For the currently supported MRCP TTS vendors, see the current
Unified CCX Compatibility Matrix.
To configure an MRCP TTS server or default gender, click on
the
MRCP TTS Servers or the
MRCP TTS Default Genders in the column
on the left of the web page.
This step involves the configuration of your:
- MRCP TTS Providers
- MRCP TTS Servers
- MRCP TTS Default
Genders
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5.3 Provision the HTTP subsystem. (optional)
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Enables Unified IP IVR applications to respond to requests
from a variety of web clients, including computers and IP phones.
If you are not using HTTP applications, you do not need to
provision the HTTP subsystem.
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HTTP Trigger Configuration web page
From the Unified CCX Administration menu bar, choose
, and click the
Add a New HTTP Trigger link, fill in the
information required and click
Add.
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Provisioning the HTTP Subsystem section in the Cisco Unified Contact Center Express Administration and Operations Guide.
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5.4 Provision the database subsystem. (optional)
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Enables Unified CCX applications to interact with database
servers in order to make database information accessible to contacts.
For example, if you want customers to be able to dial in to
automatically get account information, you would need this subsystem.
The database subsystem is optional.
If you are not using Unified CCX applications that require
access to databases, you do not need to provision the Database subsystem.
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The
ODBC Data Source Administrator window and
the Enterprise Database Subsystem Configuration web page
This involves two procedures:
- On the script
server, select
.
- From the Unified
CCX Administration menu bar, select
,
- and in the
Database Subsystem Configuration web
page, click
Add a New Datasource.
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Provisioning the Database Subsystem section in the Cisco Unified Contact Center Express Administration and Operations Guide.
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5.5 Provision the email subsystem. (optional)
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Communicates with your email server and enables your Unified
IP IVR applications to create and send email.
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From the Unified CCX Administration menu bar, select
.
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Provisioning the eMail Subsystem section in the Cisco Unified Contact Center Express Administration and Operations Guide.
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The email subsystem is optional.
If you are not using email applications, you do not need to
provision the eMail subsystem.
Once you configure email functionality, the Unified CCX
scripts created with the email steps will function correctly.
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:
- A Mail Server is a
fully-qualified email server name. For example: server.domain.com)
- An eMail Address
is an existing fully qualified email address for the administrative account.
For Example:administrator@domain.com
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6. Start the Application Engine
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The Application Engine is the execution vehicle for Unified
IP IVR scripts.
The application engine runs when you install Unified CCX.
However, you need to restart the engine after you configure your subsystems.
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Unified CCX Control Center web page
From Unified CCX Administration menu bar, select
. Then
click
Component Activation. Finally, on the
Component Activation page, select all your components and click
Update.
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Starting, Stopping, and Restarting Unified CCX Services section in the Cisco Unified Contact Center Express Administration and Operations Guide.
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7. Install and configure the applications that you will use
with Unified CCX (as needed).
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Enable the Unified IP IVR applications you want.
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This task is subdivided into 5 tasks summarized in the
following Unified CCX Application Configuration Check List.
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See
Unified IP IVR Application Configuration Checklist.
For instructions for how to use a specific web page, from the
menu bar, select
.
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