Provision of Additional Subsystems

About Additional Subsystems

Your Unified CCX system may include some or all of the following additional subsystems:

  • The HTTP subsystem—The Unified CCX system uses the HTTP subsystem to enable Unified CCX applications to respond to requests from a variety of web clients, including computers and IP phones.

  • The Database subsystem—The Unified CCX system uses the Database subsystem to enable Unified CCX applications to interact with customer-provided enterprise database servers to make database information accessible to contacts.

  • The eMail subsystem—The Unified CCX system uses the eMail subsystem to communicate with your email server and enable your applications to create and send email.

If you plan to run applications that use any of the additional Unified CCX subsystems included in your Unified CCX package, you should now provision those subsystems. The Unified CCX system uses these additional subsystems to communicate with supporting systems such as web servers, database servers, and email servers.


Note

You need to provision a particular subsystem only if you are using Unified CCX applications that require it.

Provision of Unified ICME Subsystem


Note

The Unified ICME subsystem is available if your system has a license installed for Unified IP IVR.

The Unified CCX system uses the Unified ICME subsystem to communicate with Unified ICME to manage call distribution across sites and call-processing environments.

The Unified CCX server is frequently used as part of a Unified ICME solution with Unified ICME. In this type of installation, the Unified ICME uses the Unified CCX server to queue calls and perform other functions such as collecting caller-entered digits, performing database lookups, and playing back prompts.


Note

If you are not using Unified ICME, you do not need to provision the Unified ICME subsystem.

Unified ICME scripts can direct calls based on various criteria such as the time of day or the availability of subsystems. The Unified ICME uses four different commands to interact with the Unified CCX system:

  • Connect—Connects the call. Unified ICME sends the connect message with a label to instruct the Unified CCX system where to direct the call.

  • Release—Hangs up the call.

  • Run VRU Script—Runs a Unified ICME Voice Response Unit (VRU) script on the Unified CCX system.

  • Cancel—Cancels the Unified ICME VRU script that is currently running.

Configure General Unified ICME Information

General Unified ICME information includes the TCP/IP socket number for receiving messages from the Unified ICME system and the expanded call context variables you want to use to pass call-related information. To configure general Unified ICME information, complete the following steps.

Procedure

Step 1

From the Unified CCXAdministration menu bar, choose Subsystems > ICM > General.

The ICME Configuration web page opens. For information on the web page fields, see ICME Configuration Web Page

Step 2

Specify the fields.

Step 3

Click Update.

The configuration information is added to the system.

You are now ready to configure the Unified ICME VRU Scripts area of the Unified ICME Configuration web page.

ICME Configuration Web Page

The following table describes the fields for the ICME Configuration web page.

Field

Description

VRU Connection Port

The same number configured in the VRU Peripheral Interface Manager (PIM) on the Unified ICME system. The default value in the Unified ICME setup is 5000. This is a mandatory field.

The system uses this TCP/IP socket number to receive messages from the Unified ICME system. You can copy the VRU Connection Port value from the VRU PIM configuration dialog box of the VRU PG machine.

PG Hosts Allow

By default, any PG will be able to connect in the Unified ICME setup. For security reasons, you can configure selected PGs, which you want to connect to the Unified IP IVR system using any one of the following three options:

  • All – Click the All radio button if you want any PG to be able to connect to the Unified IP IVR. This radio button will be selected by default in the Unified ICME setup.

  • None - Click the None radio button if you do not want even a single PG to connect to the Unified IP IVR.

  • Specific – Click the Specific radio button if you want to connect only specific PGs to the Unified IP IVR. Once you select this option, you will be able to enter the Host name or IP address for one or both the PGs using the following fields:

    • PG 1 Hostname/IP Address

    • PG 2 Hostname/IP Address

Note

 

When you select the Specific option, the PG1 Hostname/IP Address is a mandatory field.

Service Control

If you click Yes, the Service Control interface allows Unified ICME to provide call-processing instructions to the Unified CCX system. It also provides Unified ICME software with event reports indicating changes in call state.

You must enable the service control interface to use the Unified ICME subsystem.

Additional VRU Call Information

Select the required variables to pass call-related information by selecting the check box. The following expanded call variables are available on the Unified ICME subsystem:

  • Task ID: Task ID that handles the current call.

  • Media ID: Media ID that handles the current call.

  • Last Redirected Address: Transient part ID of the call.

  • Arrival Type: Arrival type of the call.

  • Session Handled: Boolean flag that the Unified ICME software or a Set Contact Info step with a Handled flag step sets to indicate whether the session is handled.

    Note

     

    Unified CCX automatically sets the flag whenever a call is connected to an agent.

  • VRU Script Name: Script name to run on the PreConnect feature.

    Note

     

    All scripts under the default directory are listed in the drop-down list of the Script field in the Cisco Script Application Configuration page.

  • Config Param: Parameters for the VRU scripts on the PreConnect feature.


Note

You can also define your own expanded call variables in the ConfigureICME tool in the Unified ICME system. The Unified CCXEngine registers the user-defined expanded call variables with Unified ICME after it loads the VRU scripts that use these variables. The variables remain registered until the Unified ICME session is reopened (either by request from the VRU PG or when the Unified CCXEngine is restarted). The variables remain registered even if you delete the script that uses them.


Tip

Every Call Context Variable and Expanded Call Context Variable must be defined on both sides of the system that receive and send variable data in scripts. In a Unified CCX system, these variables must be defined in Unified CCX. In a Unified CCX system integrated with Unified ICME through the Unified Gateway, these variable must be defined in Unified CCX and also in Unified ICME.

Configure Unified ICME VRU Scripts

Configure Unified ICME VRU scripts. Unified ICME VRU Script entries allow you to map the VRU script name, used by Unified ICME in the Run VRU Script node, to a Unified CCX script name.

Unified ICME uses VRU scripts to handle interactions with contacts. These scripts are loaded as applications on the Unified CCXEngine.

To configure Unified ICME VRU Scripts, complete the following steps.

Procedure

Step 1

From the Unified CCXAdministration menu bar, choose Subsystems > ICM.

The Unified ICME Configuration web page opens, displaying the General area.

Step 2

On the Unified ICME Configuration toolbar, click Unified ICME VRU Scripts.

The Unified ICME VRU Scripts summary web page opens.

Step 3

Use this web page to specify the following fields.

Field

Description

VRU Script Name

Displays the VRU script name.

Note

 

All scripts under the default directory are listed in the drop-down list of the Script field in the Cisco Script Application Configuration page.

Script

Displays the script associated with the VRU script.

Step 4

Click Add a New VRU Script icon or button.

The Unified ICME VRU Script area of the Unified ICME Configuration web page opens.

Step 5

Specify the following fields:

Field

Description

VRU Script Name

A name for the VRU script you want to add.

Script

The Unified CCX script to associate with the VRU script. You can select the script from the drop-down list or click Edit button to specify a new script.

Note

 

All scripts under the default directory are listed in the drop-down list of the Script field in the Cisco Script Application Configuration page.

To specify a new script, click Edit, enter the script name in the dialog box, and click OK. The User Prompt dialog box closes, and the name you entered appears in the Script field.

Note

 

If you enter the script name as a file URL, enter the value with double backslashes (\\). For example, file://c:\\temp\\aa.aef

Step 6

Click Add.

The Unified ICME VRU Script area closes, and the name of the VRU script you added appears in the Unified ICME VRU Scripts summary web page.

You are now ready to provision any additional subsystems your Unified CCX applications require or to begin configuring Unified CCX applications.

Provision of HTTP Subsystem


Note

The HTTP subsystem is available if your system has a license installed for one of the following Cisco product packages: Unified IP IVR or Unified CCX Premium.

The Unified CCX system uses the HTTP subsystem to enable Unified CCX applications to respond to requests from a variety of web clients, including computers and IP phones.


Note

If you are not using HTTP applications, you do not need to provision the HTTP subsystem.

The Unified CCX system uses subdirectories in the Unified CCX installation directory to store text substitution, eXtensible Style Language (xsl) templates, static and dynamic web pages, and Java Servlet Pages (JSPs).


Note

Use the Document Management page to upload these documents.

To provision the HTTP subsystem, you need to provision HTTP triggers. HTTP applications use triggers to activate the application in response to an incoming HTTP message.


Note

You cannot change the TCP/IP port numbers used by the HTTP subsystems or triggers in Unified CCX.

Configure HTTP Triggers

You need to create an application using Applications > Application Management menu from the Unified CCX Administration menu bar. After you create an application, you can configure HTTP triggers for the application using the following procedure.

Procedure

Step 1

From the Unified CCXAdministration menu bar, choose Subsystems > HTTP.

The HTTP Trigger Configuration web page opens.

Step 2

Specify the following fields:

Field

Description

URL

The relative URL.

For example:

/hello

Application Name

Select an application for which you want to add a HTTP trigger from this list box.

Sessions

The maximum amount of simultaneous sessions (instances) that the application can handle.

Enabled

Click the required radio button to accept - Yes (the default).

Note

 

If you disable the trigger, the user receives an error message when browsing to the defined trigger URL.

Step 3

Click Add New.

The HTTP Trigger Configuration web page closes, and the trigger information appears on the HTTP Trigger Configuration summary web page.

You are now ready to provision any additional subsystems your Unified CCX applications require or to begin configuring Unified CCX applications.

Provision of Database Subsystem


Note

The Database subsystem is available if your system has a license installed for either the Unified IP IVR or Unified CCX Premium product packages. If you are not using Unified CCX applications that require access to databases, you do not need to provision the Database subsystem.

The Unified CCX system uses the Database subsystem to enable Unified CCX applications to interact with database servers to make database information accessible to contacts.


Caution

The Database subsystem does not support database views or running the store procedures.

Database Subsystem Configuration

The Database subsystem enables the Unified CCX applications to obtain information from data sources, which are databases configured to communicate with the Unified CCX system. You can connect the Unified CCX system with enterprise databases such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2.

You can upload JDBC driver files using Subsystems > Database > Drivers menu option.


Note

To determine a list of enterprise databases supported for the Database subsystem, see the Unified CCX Compatibility related information, located at: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html.

Add New Datasource

After uploading the JDBC driver, you need to use this to create the datasource in the Database subsystem.

To add a new data source, complete the following steps.

Procedure

Step 1

From the Unified CCXAdministration menu bar, choose Subsystems > Database > DataSource. 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 page.

The Datasource Configuration web page opens. For more information on the web page fields, see Datasource Configuration Web Page.

Step 2

Click Add to save the changes.

The Enterprise Database Subsystem Configuration web page opens. You are now ready to provision any additional subsystems your Unified CCX applications require or to begin configuring Unified CCX applications.

Datasource Configuration Web Page

Datasource Configuration web page.

Field

Description

Secure Connection

When enabled, encrypts the connections to enterprise database servers. By default, it is disabled.

Data Source Name

Data source name for referring to the datasource. This is a mandatory field.

User Name

Username defined for connecting to the enterprise database. This is a mandatory field.

Password

Password defined for connecting to the enterprise database.

Confirm Password

Re-enter the password that you provided in the Password field.

Maximum Number of Connections

Maximum number of connections allowed to connect to the database.

This database is usually an external database to which the customer script can connect. While the limit is set by that database and governed by your license, if this number in this setting is exceeded, the corresponding workflow is aborted and the caller receives an error message. However, you can avoid this error by configuring the appropriate number of sessions in the corresponding script or application. Also, the script writer can provide information about how many connections are used per call (or instance of application). This is a mandatory field.

Driver

Displays the list of available drivers for the enterprise database. One or more datasources can use the same driver. Select a driver for this datasource from this list box. This is a mandatory field.

JDBC URL

JDBC URL that is used to obtain a connection to the enterprise database. This is a mandatory field. The JDBC URL provided will be used by Unified CCX to connect to the enterprise database using JDBC. The URL to be used is dependent on the database you are connecting. The examples provided in the Datasource Configuration web page can be used as a reference to define the URL. Refer to the driver documentation for more information.

Note

 

  • If the test connection fails for Oracle JDBC drive connection, try the following connection url: jdbc:oracle:thin:[user/password]@[host][:port]:SID

  • Encrypted connections to enterprise database servers are supported. This is applicable from Unified CCX release 12.5(1) SU3 ES03.

  • If you enable Secure Connection, ensure that the communication ports on the external database server are configured to be secure. Otherwise, the communication is not restricted.


Note

If you enable FIPS, then the password length must be minimum 14 characters for Oracle users connecting to external datasource configuration.

Poll Database Connectivity

To poll connectivity to the database on a periodic basis, complete the following steps.

Procedure

Step 1

From the Unified CCXAdministration menu bar, choose Subsystems > Database > Parameters.

The Parameters web page opens to display the parameter-related fields.

Step 2

Specify the following fields:

Field

Description

RetryConnectInterval

Specifies the interval between two connection attempts when a data source is initialized. The default is 15,000 milliseconds.

NumAttempt

Specifies the number of attempts to establish connections to the database when a data source is initialized. The default is 3 attempts.

LoginTimeout

Sets the maximum time in seconds that a driver will wait while attempting to connect to a database. The default is 0 (disabled).

Step 3

Click Update to apply changes (or Reset to Default if you prefer to retain the default values).

The window refreshes and Unified CCX updates the parameters with your changes. You are now ready to provision any additional subsystems your Unified CCX applications require or to begin configuring Unified CCX applications.

Provision eMail Subsystem


Note

The eMail subsystem is available if your system has a license installed for one of the following Cisco product packages: Unified IP IVR or Unified CCX Premium.

The Unified CCX system uses the eMail subsystem to communicate with your email server and enable your applications to create and send email. You must provision the eMail subsystem if you intend to create scripts that use messaging steps to create and send email.


Tip

If your email system is configured to receive acknowledgments, you should process the mailbox you identify in your configuration to determine whether or not an email was successfully sent.

The email configuration process identifies the default email address and server to be used for sending email (including e-pages and faxes) and for receiving acknowledgments.


Note

If you are not using email applications, you do not need to provision the eMail subsystem.

Complete the following steps.

Procedure

Step 1

Choose Subsystems > eMail.

The eMail Configuration web page opens.

Step 2

Specify the following fields:

Field

Description

Mail Server

A fully-qualified email server name. (Example: server.domain.com)

email Address

An existing fully qualified e-mail address for the administrative account. Example:administrator@domain.com

Note

 
Unified CCX supports alphanumeric IDs and special characters (only hyphen "-" , underscore "_", and dot ".").

Step 3

Click Update.

The Unified CCX system saves your changes and the Unified CCXAdministration web page opens.

Note

 

Cisco does not currently support multiple email configurations. To remove the email information, you must erase the fields and click Update.

You are now ready to provision any additional subsystems your Unified CCX applications require, or to begin configuring Unified CCX applications.