Administration

Unified CCE Administration

Smart Licensing

Cisco Smart Software Licensing is a flexible software licensing model that streamlines the way you activate and manage Cisco software licenses across your organization. Smart Licenses provide greater insight into software license ownership and consumption, so that you know what you own and how the licenses are being used. The solution allows you to easily track the status of your license and software usage trends. It pools the license entitlements in a single account and allows you to move licenses freely across virtual accounts. Smart Licensing is enabled across most of the Cisco products and managed by a direct cloud-based or mediated deployment model.

Smart Licensing registers the Product Instance, reports license usage, and obtains the necessary authorization from Cisco Smart Software Manager (Cisco SSM) or Cisco Smart Software Manager On-Prem (Cisco SSM On-Prem).

You can use Smart Licensing to:

  • View license usage and count.

  • View the status of each license type and the product instance.

  • View the product licenses available on Cisco SSM or Cisco SSM On-Prem.

  • Register or deregister the Product Instance, renew license authorization and license registration.

  • Sign in additional agents to Unified CCX up to the maximum limit that is configured in your OVA.

Smart Licensing Capabilities

Smart Licensing works in conjunction with Cisco Smart Software Manager (Cisco SSM) to intelligently manage product licenses by providing real-time visibility of license status and usage. You can use this data to make better purchase decisions, based on your consumption. Smart Licensing establishes a pool of software licenses or entitlements in Cisco Smart Account.

The Smart Account provides a central location where you can view, store, and manage your licenses, across the organization. You can get access to your software licenses, hardware, and subscriptions through your Smart Account. Smart Accounts are required to access and manage Smart License-enabled products.

Creating a Smart Account is easy and takes less than five minutes. Create a Smart Account on software.cisco.com.

Prerequisites for Smart Licensing

The following are the prerequisites for configuring Smart Licensing:

  • Smart Licensing Enrollment

    Set up Smart and Virtual accounts. For more information, see https://software.cisco.com/#module/SmartLicensing.

  • Adoption of License Integration Strategy

    Decide how you want to connect your product instance to Smart Licensing servers:

    For more information, see Smart License Deployments.

  • Import the Rogger A certificate into the AW machines

    1. Export Logger/Rogger A certificate and save it by using the url https:<Logger/Roggerhostname>:443

    2. Import the certificate in AW by using the following command:

      • cd %CCE_JAVA_HOME%\bin
      C:\Program Files (x86)\Java\jre1.8.0_221\bin>keytool.exe -keystore 
Program Files (x86)\Java\jre1.8.0_221\lib\security\cacerts" 
-import -alias <alias name> -file <certicate with fully qualified path>

    3. Enter the truststore password when prompted.

    4. Enter 'Yes' when prompted to trust the certificate.

    5. Restart the Tomcat service.

Smart License Deployments

There are two software deployment options for Smart Licensing:

  • Direct - Cisco Smart Software Manager (Cisco SSM)

  • Cisco Smart Software Manager On-Prem (Cisco SSM On-Prem)

Direct - Cisco Smart Software Manager (Cisco SSM)

The Cisco SSM is a cloud-based service that handles your system licensing. The Product Instance can connect either directly to Cisco SSM or through a proxy server.

Cisco SSM allows you to:

  • Create, manage, or view virtual accounts.

  • Manage and track the licenses.

  • Move licenses across the virtual accounts.

  • Create and manage Product Instance Registration Tokens.

For more information about Cisco SSM, go to https://software.cisco.com.

Cisco Smart Software Manager On-Prem (Cisco SSM On-Prem)

Cisco SSM On-Prem is an on-premises component that can handle your licensing needs. When you choose this option, registers and reports license consumption to the Cisco SSM On-Prem, which synchronizes its database regularly with Cisco SSM that is hosted on cisco.com.

You can use the Cisco SSM On-Prem in either Connected or Disconnected mode, depending on whether the Cisco SSM On-Prem can connect directly to cisco.com.

Configure Transport URL for Cisco SSM On-Prem with Smart Call-Home URL: https://<OnpremCSSM>/Transportgateway/services/DeviceRequestHandler


Note

The <OnpremCSSM> value must match with the SSM Tomcat Certificate Common Name or Subject Alternative Name. In the above URL, replace <OnpremCSSM> with FQDN or IP, based on the SSM Tomcat Certificate.

  • Connected—Use when there is connectivity to cisco.com directly from the Cisco SSM On-Prem. Smart account synchronization occurs automatically.

  • Disconnected—Use when there is no connectivity to cisco.com from the Cisco SSM On-Prem. Cisco SSM On-Prem must synchronize with Cisco SSM manually to reflect the latest license entitlements.

    For more information on Cisco SSM On-Prem, see https://www.cisco.com/c/en/us/buy/smart-accounts/software-manager.html.

Smart Licensing Task Flow

Complete these tasks to set up smart licensing for HCS for CC.

Steps

Action

Description

Step 1

Create your Smart Account

Use the Smart Account to organize licenses according to your needs. To create a Smart Account, go to http://software.cisco.com

After the Smart Account is created, Cisco SSM creates a default Virtual Account for this Smart Account. You can use the default account or create other Virtual Accounts.

Step 2

Obtain the Product Instance Registration Token

Generate a product instance registration token for your virtual account.

For more information, see Obtain the Product Instance Registration Token.

Step 3

Configure Transport Settings for Smart Licensing

Configure the transport settings through which HCS for CC connects to the Cisco SSM or Cisco SSM On-Prem.

For more information, see Configure Transport Settings for Smart Licensing.

Step 4

Select the License Type

Select the License Type before registering the product instance.

For more information, see License Types.

Step 5

Register with Cisco SSM

You can register HCS for CC with Cisco SSM or Cisco SSM On-Prem.

For more information, see Register with Cisco Smart Software Manager.


Note

After performing the above steps, wait for 10-15 minutes for the correct status to get reflected in the UI. There is no need to restart the services.

Obtain the Product Instance Registration Token

Obtain the product instance registration token from Cisco SSM or Cisco SSM On-Prem to register the product instance. Generate the registration token with or without enabling the Export-Controlled functionality.


Note

The Allow export-controlled functionality on the products that are registered with this token check box does not appear for Smart Accounts that are not permitted to use the Export-Controlled functionality.

Procedure

Step 1

Log in to your smart account in either Cisco SSM or Cisco SSM On-Prem.

Step 2

Navigate to the virtual account with which you want to associate the product instance.

Step 3

Generate the Product Instance Registration Token.

Note

 

  • Select the Allow export-controlled functionality on the products registered with this token check box to turn on the Export-Controlled functionality for a product instance you want in this smart account. When you select this check box and accept the terms, you enable higher levels of encryption for products that are registered with this registration token. By default, this check box is selected.

  • Use this option only if you are compliant with the Export-Controlled functionality.

Step 4

Copy the generated token. This token is required when registering Smart Licensing with Cisco SSM.

Configure Transport Settings for Smart Licensing

Configure the connection mode between HCS for CC and Cisco SSM.

Procedure

Step 1

From Unified CCE Administration, navigate to Overview > Infrastructure Settings > License Management.

Step 2

Click Transport Settings to set the connection method.

Step 3

Select the connection method to Cisco SSM:

  • Direct—HCS for CC connects directly to Cisco SSM on cisco.com. This is the default option.

  • Transport Gateway—HCS for CC connects to Cisco SSM On-Prem for smart licensing. Enter the Cisco SSM On-Prem URL.

  • HTTP/HTTPS Proxy—HCS for CC connects to a proxy server, which connects to Cisco SSM. Enter the Fully Qualified Domain Name (FQDN) of the proxy server along with the port.

Step 4

Click Save to save the settings.

Select License Type

Smart Licensing offers two types of license—Flex and Perpetual

  • Flex—Flex license is a recurring subscription of Standard and Premium license. These subscriptions are renewed periodically, for example 1, 3, or 5 years.

  • Perpetual—Perpetual license is a permanent and one-time payment license that offers Premium license.


Note

If you select incorrect License Type, the product instance is placed in the Out-of-Compliance state. If this issue is unresolved, the product instance is placed in the Enforcement state where the system operations are impacted.


Note

If you select the Deployment Type as HCS-CC, the system automatically updates to Flex even when the License Type is configured as Perpetual.

Procedure

Step 1

From Unified CCE Administration, navigate to Overview > Infrastructure Settings > License Management.

Step 2

Click License Type.

The Select License Type page is displayed.

Step 3

Select the License Type corresponding to what you have purchased before registering the product instance.

Step 4

Select the License Type and the Usage Mode corresponding to what you have purchased before registering the product instance.

Step 5

Click Save.

Register with Cisco Smart Software Manager

The product instance has 90 days of evaluation period, within which, the registration must be completed. Else, the product instance gets into the enforcement state.

Register your product instance with Cisco SSM or Cisco SSM On-Prem to exit the Evaluation or Enforcement state.


Note

After you register the product instance, you cannot change the license type. To change the license type, deregister the product instance.

Procedure

Step 1

In Unified CCE Administration, navigate to Overview > Infrastructure Settings > License Management.

Step 2

Click Register.

Note

 

  • Before you register the product instance, ensure to select the License Type and the communication mechanism in Transport Settings.

Step 3

In the Smart Software Licensing Product Registration dialog box, paste the product instance registration token that you generated from Cisco SSM or Cisco SSM On-Prem.

For information on generating the Registration Token, see the Obtain the Product Instance Registration Token section in Cisco Unified Contact Center Express Features Guide.

Step 4

Click Register to complete the registration process.

After registration, the Smart Licensing Status displays the following details.

Table 2. Smart Licensing Status

Smart License Status

Description

On Unsuccessful Registration

Registration Status

Unregistered

License Authorization Status

Evaluation

Export-Controlled Functionality

Not Allowed

On Successful Registration

Registration Status

Registered (Date and time of registration)

License Authorization Status

Authorized (Date and time of authorization)

Export-Controlled Functionality

Not Allowed

Smart Account

The name of the smart account

Virtual Account

The name of the virtual account

Product Instance Name

The name of the product instance

Serial Number

The serial number of the product instance

Entitlements are a set of privileges customers and partners receive when purchasing a Cisco service agreement. Using Smart Licensing, you can view the License consumption summary for the entitlements of different license types. The License consumption summary displays the License Name, Usage Count, and Status against each entitlement name.

You can update or purchase entitlements on the Cisco Commerce website. For more information, see https://apps.cisco.com/Commerce/.

Registration, Authorization, and Entitlement Status

Registration Status

This table explains the various product registration status for Smart Licensing in the Unified CCE Administration portal:

Table 3. Registration Status

Status

Description

Unregistered

Product is unregistered.

Registered

Product is registered. Registration is automatically renewed every six months.

Registration Expired

Product registration has expired because the ID Certificate issued by Cisco SSM is not renewed for more than 12 months.

Authorization Status

This table describes the possible product authorization status for Smart Licensing in the Unified CCE Administration portal:

Table 4. Authorization Status

Status

Description

Evaluation state

Product is not registered with Cisco.

Evaluation Expired

Product evaluation period has expired.

Authorized

Product is in authorized or in compliance state. Authorization is renewed every 30 days.

Authorization Expired

Product authorization has expired. This usually happens when the product has not communicated with Cisco for 90 days. It is in an overage period for 90 days before enforcing restrictions.

Out-of-Compliance

Product is in out-of-compliance state because of insufficient licenses. It is in an overage period for 90 days before enforcing restrictions.

Unauthorized

Product is unauthorized.

No License in Use

No Licenses are in use.
License Entitlement Status

This table describes the possible product instance license entitlement status for Smart Licensing in the Unified CCE Administration portal:

Table 5. License Entitlement Status

Status

Status Description

Authorization Expired

Product authorization has expired, when the product has not communicated with Cisco for 90 days.

Not Authorized

Product instance is not authorized.

Evaluation state

Product is not registered with Cisco.

Evaluation Expired

Product evaluation period has expired.

In Compliance

Product is in authorized or in compliance state. Authorization is renewed every 30 days.

ReservedInCompliance

Entitlement is in compliance with the installed reservation authorization code.

Out-of-Compliance

Product is in out-of-compliance state because of insufficient licenses. It is in an overage period for 90 days before enforcing restrictions.

Not Applicable

Entitlement is not applicable.

Invalid

Error condition state.

Invalid Tag

Entitlement tag is invalid.

No License in Use

Entitlement is not in use.

Waiting

Waiting for an entitlement request's response from Cisco SSM or Cisco SSM On-Prem.

Disabled

Product instance is deactivated or disabled.

Out-Of-Compliance and Enforcement Rules

Out-of-Compliance

The Product Instance reports license usage to Cisco SSM every 15 minutes. If your license consumption is more than the entitlements for four consecutive reporting intervals, the Product Instance is pushed to the Out-of-Compliance state. The Out-of-Compliance period is for 90 days, within which you need to purchase the additional licenses. If you fail to take corrective action within the 90 days period, the Product Instance is pushed to the Enforcement state.

All CVPs in a virtual account share the licenses from a pool. If the license consumption exceeds than those available in the pool, all CVPs in the virtual account follow the Out-of-Compliance and Enforcement rules.

Enforcement

The Product Instance is in the Enforcement state in the following scenarios:

  • Out-of-Compliance expiry: When the Out-of-Compliance period of 90 days has expired.

    Purchase new licenses to exit the Enforcement state.

  • Authorization expiry: When the Product Instance has not communicated with Cisco SSM or Cisco SSM On-Prem for 90 days and has not automatically renewed the entitlement authorizations.

    Renew the license authorizations to exit the authorization expiry state.

  • Evaluation expiry: When the license evaluation period of 90 days has expired and the Product Instance is not registered with Cisco SSM.

    Register the Product Instance with Cisco SSM to exit the Evaluation expiry state.


    Note

    In the Enforcement state, addition of new agents is blocked in HCS for CC.

License States

Smart Licensing has the following states:

  • Registration State

    • Unregistered—Product Instance is unregistered.

    • Registered—After you purchase the license, you need to register the Product Instance with Cisco SSM. To register with Cisco SSM, generate a registration token from the Cisco SSM portal. Use the registration token to register your Product Instance.

    • Registration Expired—Product Instance registration has expired because the ID Certificate issued by Cisco SSM is not renewed for more than 12 months. Reregister the Product Instance.

  • Authorization State

    • No licenses in use

    • Evaluation Mode—The Product Instance license has an Evaluation period of 90 days. In the Evaluation period you have unlimited access to the product with highest set of product capabilities and unlimited number of licenses. You must register the system with Cisco SSM or Cisco SSM On-Prem within 90 days. If the system is not registered before the end of the evaluation period, it will be moved to the Enforcement state where certain system functions are restricted.

    • In Compliance—When the license consumption is as per the purchased quantity, the product is compliant.

    • Evaluation expired—Product Instance evaluation period has expired.

    • Authorized—Product Instance is in authorized or in compliance state. Authorization is renewed every 30 days.

    • Out of Compliance—Product Instance reports license usage to Cisco SSM every 15 minutes. If your license consumption is more than the entitlements for five consecutive reporting intervals, the Product Instance is transitioned to the Out of Compliance state.

      The out-of-compliance period is for 90 days, within which you need to purchase the additional licenses. If you fail to take corrective action within the 90 days period, the Product Instance is transitioned to the Enforcement state.

    • Authorization Expired—Product Instance authorization has expired. This usually happens when the product has not communicated with Cisco SSM for more than 90 days. It is in an overage period for 90 days before restrictions are enforced.

  • Enforcement State

    When the 90 day period of Out-of-Compliance, Evaluation Period or Authorization period has expired, the Product Instance is moved to the Enforcement state in which system operations are impacted for Contact Center components. The Product Instance is in the Enforcement state in the following scenarios:

    • Out-of-Compliance expiry—When the out-of-compliance period of 90 days has expired.

      Purchase new licenses to exit the Enforcement state.

    • Authorization expiry—When the Product Instance has not communicated with Cisco SSM or Cisco SSM On-Prem for 90 days and has not automatically renewed the entitlement authorizations.

      Renew the license authorizations to exit the Authorization expiry state.

    • Evaluation expiry—When the license evaluation period of 90 days has expired and the Product Instance is not registered with Cisco SSM.

      Register the Product Instance with Cisco SSM to exit the evaluation expiry state.

A pictorial representation of different license states is as follows:

Figure 1. License States

Notifications and Alerts

The system maintains real-time status of license usage after Product Instances are registered and activated. Administrators are notified through alerts, event logs, and emails on the status of licenses in the Smart and Virtual Accounts. Pay attention to system alerts and banners to get regular information on compliance status and take necessary action.

Following are some of the notification methods:

  • Banner Notifications

  • System Alerts

Banner Notifications

  • The banner displays the aggregate license compliance status on the Unified CCE Administration portal. The banner is displayed only when any of the product instances in the deployment is in the Evaluation, Out-of-Compliance, or Enforcement state.

    The License Compliance report displays the license status of product instances in the deployment. The reporting hierarchy is Enforcement, Out-of-Compliance, and Evaluation. This means that if any of the product instances in the deployment is in the Enforcement state, the banner displays Enforcement state as the overall status. Click the Learn More option to view the consolidated License Compliance report.

  • When licenses are consumed in a Non-Production System, a banner message, "You are using a Non-Production System”, is displayed.

System Alerts

Smart Licensing related system alerts, which get auto-corrected, are displayed in Unified CCE Administration portal when:

  • Smart License state is not initialized

  • Smart Agent is not enabled

  • Serial number is not generated

In the above conditions, a red system alert is displayed in the Alerts button on the Unified CCE Administration portal. The red circle against the name of the machine in the inventory indicates the identified issue and the immediate action needed. After the issue is resolved, a green circle against the name of the machine indicates the system is running fine, for example, when the Smart Agent is enabled or Smart License state is initialized.

License Consumption Calculation

The system reports peak license usage to Cisco SSM every 15 minutes. If in five consecutive reports you are seen to have consumed more licenses than you are authorized to, the Product Instance is pushed to the Out-of-Compliance state. The Out-of-Compliance period is for 90 days, within which you need to purchase additional licenses. If you do not take corrective action within the 90 days period, the Product Instance is pushed to the Enforcement state in which, some of the operations are impacted.

Log in to Cisco SSM to view the detailed license consumption. Cisco SSM reports purchased quantity, in-use quantity, and balance licenses. At a quick glance, you can decide if the consumption of your licenses are in deficit or surplus, based on which you can make the right decision on the number of licenses that are required.

License Computation Scenario 1

License purchased: 100 licenses

Figure 2. License Computation

If Cisco SSM registers consecutive five instances of license over usage, the Product Instance transitions to Out-of-Compliance. Thereafter, the Product Instance reports Locked usage quantity (130 in the above scenario) until the deficit licenses (130-100=30) are purchased. The Locked usage is the highest number of license usage (130) in the Out-of-Compliance state. The Product Instance will not report the actual license usage when the Product Instance is in the Out-of-Compliance state.

Purchase additional licenses from the Cisco Commerce website (CCW) to exit the Out-of-Compliance state.

Reported Usage column in the License Management page displays the locked usage quantity. However, the actual license usage is available in the License Consumption report of CUIC.

For more information, see Cisco Unified Contact Center Express Reporting User Guide.

License Computation Scenario 2

If Cisco SSM reports only two consecutive instances of license over usage within a one-hour window, the Product Instance will not transition to Out-of-Compliance. For example:

License Purchased: 100 licenses

Figure 3. License Computation

In the example, the Product Instance is back to In-compliance state after two instances of overage. The next time the Product Instance goes Out-of-Compliance, the count will be 1 of 5. So, you get 45 min (after the first Out-of-Compliance notification from Cisco SSM) to bring back the consumption within the acceptable range to stay in the In-compliance state.


Note

To know about the agent license that is consumed by the Standard and Premium licenses, see the Cisco Collaboration Flex Plan Contact Center Data Sheet at https://www.cisco.com/c/en/us/products/collateral/unified-communications/cisco-collaboration-flex-plan/datasheet-c78-741220.html

New Deployments

For new deployments, buy the licenses on Cisco Commerce website at https://apps.cisco.com. Begin to use the product by using the licenses from your Smart Account.

Migrate to Smart Licensing

PAK-Based Migration

Migrate to Smart Licensing for fulfilled, partially fulfilled, and unfulfilled PAKs.

  1. Log in to the Traditional Licensing Portal at https://tools.cisco.com/SWIFT/LicensingUI/Home.

  2. Locate the PAKs that are to be migrated.

  3. Right click and select Assign to Smart Account and Virtual Account.

  4. Select the Smart Account and Virtual Account to which the PAK will be assigned.

    Once done, the classic PAKs will show assigned Smart Account.

Using LRP

  1. Select the PAK that needs to be converted to smart entitlement.

  2. From the PAK context option, select Convert to Smart Licensing.

  3. Select the SKUs, Quantity to Convert and click on Submit.


    Note

    Classic Licenses that are partially converted will need new Classic License file for managing the remaining Classic Licenses.

    After the licenses are converted to smart entitlements, successful conversion message is shown. The entitlements will be available on Cisco SSM under selected Smart and Virtual Account.

Using Cisco SSM

Convert PAKs to equivalent Smart Licenses.

  1. Go to the Convert PAKs tab.

    Assigned PAKs are listed on the Cisco SSM portal.

  2. Click Convert to Smart License in the Actions column.

  3. Select SKUs and Quantity to Convert and click Next.

    Classic Licenses which are partially converted will need new Classic License file for managing the remaining Classic Licenses.

  4. Review and to confirm click Convert License.

    Once converted to Smart Entitlement, the old classic licenses will be invalidated. Converted Smart Licenses are added into the Smart Account and the Virtual Account.

Device-Based Conversion

Use the device-based Smart Licensing to convert the Classic licenses to smart entitlements.

Using LRP

  1. Login to the Traditional Licensing Portal at https://tools.cisco.com/SWIFT/LicensingUI/Home

  2. Go to Devices tab and then Add Device.

  3. Locate the device to be migrated (filter using the device UUID). Once added, the added device shows up under Devices tab.

  4. Select the device and right click Assign to Smart Account to Smart Account and Virtual Account.

  5. Select the Smart Account and the Virtual Account.

    Once done, the table is updated with the Smart Account assigned to the device.

  6. For Classic licenses to be converted to smart entitlements, select the device and select Convert licenses to Smart Licensing option.

  7. Select the SKUs and Quantity to Convert.

    Classic Licenses which are partially converted will need new Classic License file for managing the remaining Classic Licenses.

  8. Confirm and click Submit.

    Once the licenses are fully converted, the device UUID will be removed from the LRP. Once done, the successful conversion message is shown. The entitlements will now be available on Cisco SSM under selected Smart and Virtual Account.

Using Cisco SSM

Assigned Devices show up on the Cisco SSM Portal. The Cisco SSM portal is refreshed every hour. If the assigned device is not visible in Cisco SSM, please recheck after an hour.

  1. Go to Convert Licenses tab and click the License Conversion wizard.

  2. Select the Product family and provide the device UUID.

  3. Select the SKU and Quantity to Convert.

    Classic Licenses which are partially converted will need new License file for managing the remaining Classic Licenses.

  4. Review, Confirm and click Submit.

    When the conversion is complete and smart licenses are active, the classic licenses are invalidated.

License Management

Smart Licensing can be managed by using Cisco SSM and .

  • Cisco SSM—Cisco SSM enables you to manage all your Cisco smart software licenses from a centralized website. With Cisco SSM, you organize and view your licenses in groups called virtual accounts (collections of licenses and product instances).

    You can access Cisco SSM from https://software.cisco.com, by clicking the Smart Software Licensing link under the License menu.

  • License Management in Unified CCE Administration portal—Using the License Management option in the Unified CCE Administration portal, you can register or deregister the product instance, select your License Type, set transport settings or view the licensing consumption summary.

Smart Licensing Tasks

After you successfully register Smart Licensing, you can perform the following tasks as per the requirement:

  • Renew Authorization—The license authorization is renewed automatically every 30 days. Use this option to manually renew the authorization.

  • Renew Registration—The initial registration is valid for one year. Registration is automatically renewed every six months. Use this option to manually renew the registration.

  • Reregister—Use this option to forcefully register the product instance again.

  • Deregister—Use this option to release all the licenses from the current virtual account.

Renew Authorization and Renew Registration are automated tasks that take place at regular intervals. If there is a failure in the automated process, you can manually renew authorization and registration.

For more information, see Smart License Management section in Cisco Unified Contact Center Express Admin and Operations Guide.


Note

You have to Deregister and Reregister manually.

Renew Authorization

The license authorization is renewed automatically every 30 days. The authorization status expires after 90 days if the product is not connected to Cisco SSM or Cisco SSM On-Prem.

Use this procedure to manually renew the License Authorization Status for all the licenses listed in the License Type.

Procedure

Step 1

In Unified CCE Administration, navigate to Overview > Infrastructure Settings > License Management.

Step 2

Click Action > Renew Authorization.

This process takes a few seconds to renew the authorization and close the window.

Renew Registration

Use this procedure to manually renew your certificates.

The initial registration is valid for one year. Renewal of registration is automatically done every six months, provided the product is connected to Cisco SSM or Cisco SSM On-Prem.

Procedure

Step 1

In Unified CCE Administration, navigate to Overview > Infrastructure Settings > License Management .

Step 2

Click Action > Renew Registration.

This process takes a few seconds to renew the authorization and close the window.

Reregister License

Use this procedure to reregister HCS for CC with Cisco SSM or Cisco SSM On-Prem.

Note

Product can migrate to a different virtual account when reregistering with the token from a new virtual account.
Procedure

Step 1

In Unified CCE Administration, navigate to Overview > Infrastructure Settings > License Management.

Step 2

Click Action > Reregister.

Step 3

In the Smart Software Licensing Product Registration dialog box, paste the copied or saved Registration Token Key that you generated using the Cisco SSM or Cisco SSM On-Prem in the Product Instance Registration Token text box.

Step 4

Click Reregister to complete the reregistration process.

Step 5

Close the window.

Deregister License

Use this procedure to deregister HCS for CC from Cisco SSM or Cisco SSM On-Prem and release all the licenses from the current virtual account. All license entitlements that are used for the product are released to the virtual account and is available for other product instances to use.

Note

If HCS for CC is unable to connect to Cisco SSM or Cisco SSM On-Prem, and the product is deregistered, then a confirmation message notifies you to remove the product manually from Cisco SSM or Cisco SSM On-Prem to free up licenses.


Note

After deregistering, the product reverts to the Evaluation state if the evaluation period is not expired. All the license entitlements that are used for the product are immediately released to the virtual account and are available for other product instances to use them.

Procedure

Step 1

In Unified CCE Administration, navigate to Overview > Infrastructure Settings > License Management .

Step 2

Click Action > Deregister.

Step 3

On the Confirm Deregistration dialog box, click Yes to deregister.

Best Practices

Some of the best practices for Smart Licensing are:

  • Before purchasing your licenses, run the License Consumption report on the existing system to understand the consumption pattern to make the right purchase decisions on the license requirement.

  • Configure Admin email address in Cisco SSM to receive notifications and alerts from Cisco SSM.

Provision Unified CCE Using Unified CCDM

Complete the following procedures to provision the Unified CCE using Unified Contact Center Domain Manager (Unified CCDM).

CRUD Operations for Unified CCDM Objects

The following table mentions the Create, Read, Update, and Delete (CRUD) operations for Unified CCDM objects.

Note

Bulk upload supports only the create operation. See Bulk Operations Using Unified CCDM.

You cannot edit any default resources in CCDM portal.

Object Create Read Update Delete Bulk Upload
Bucket Interval, see Configure Call Type. x
ECC Variables, see Configure Expanded Call Variable. x x x x
Network VRU Script, see Configure Network VRU Scripts. x x x x x
Call Type, see Create a Call Type. x x x x x
Dialed Number, see Configure Dialed Number. x x x x x
Skill Group, see Configure Skill Group. x x x x x
Folder, see Configure Folder. x x x x x
Group, see Configure Group. x x x x
Agent, see Configure Agents. x x x x x
Agent Desktop, see Configure Agent Desktop. x x x x x
Agent Team, see Configure Agent Team. x x x x x
Person, see Configure Person. x x x x x
User, see Configure User. x x x x x
User Variable, see Configure User Variable. x x x x x
Enterprise Skill Group, see Configure Enterprise Skill Group. x x x x x
Label, see Configure Label. x x x x x
Attribute, see Configure Precision Attribute. x x x x x
Precision Queue, see Configure Precision Queue. x x x x x
Service, see Configure Service x x x x

Configure User

Complete the following procedures to configure a user:

Create User

Note

Login as administrator to create tenant/sub customer user.

Procedure

Step 1

In Unified CCDM portal, click burger icon in the top-left corner and select Security > Users.

Step 2

Select the tenant in which you have to create user and click New.

Step 3

Enter Login Name.

Step 4

Enter First Name, Last Name and Description.

Step 5

From Culture drop-down list, select English (United States) option.

Step 6

Check the following check boxes:

Advanced Mode

  • Account Enabled

  • Password Never Expires

  • User Cannot Change Password

  • Internet Script Editor Enabled (applicable for ISE user)

Step 7

In User Home Folder field, ensure that selected path is correct.

Ensure that Create a new folder for this user check box is unchecked.

Step 8

Enter Password and Confirm the password.

Step 9

Click Save.

Configure an Imported Unified CCE User

After integration of Unified CCE with Unified CCDM, Unified CCDM import existing Unified CCE users. All imported users are located in default import location, move the imported users to appropriate tenants/folders.

Follow the below steps to configure imported users.

Procedure

Step 1

In Unified CCDM, locate the imported Unified CCE user. Edit the username of Unified CCDM as follows:

<username>@<domainname>, where username is a windows username and domainname is a fully qualified windows domain name.

Example:
iseuser1@testdomain.local

Step 2

Select the user to view the details.

Step 3

Select Details tab and check the following check boxes:

  • Account Enabled

  • Advanced Mode

  • Internet Script Editor (applicable for ISE user)

Step 4

Click Save to update the user details for the linked Unified CCDM user.

Note

 

Before you login ISE, if SSO is disabled, you must log in to Unified CCDM portal as imported Unified CCE user. Enter corresponding windows active directory user password in Password field.

Assign Roles to Users

Follow the below procedure to assign corresponding roles to the user:

Procedure

Step 1

In Unified CCDM portal, click burger icon in the top-left corner and select Security > Users.

Step 2

Select newly created user from the list.

Step 3

Select Group tab, click Add to Group.

Step 4

Select the tenant/folder that has a user you want to assign roles.

Step 5

Check Basic Users check box to provide basic permission for the tenant.

Step 6

Check Advanced Users check-box for a tenant/ISE user and click OK.

Default, advanced users will have Browse Dimension permission.

Step 7

Check Supervisors check-box for a supervisor user and click OK.

Step 8

Click Save.

Assign Permission to Sub-customer Tenant and User
Procedure

Step 1

Log in to CCDM Web portal.

Step 2

Click burger icon.

Step 3

Select Security > Permissions.

Step 4

Select the sub-customer tenant and click Permission tab, uncheck Inherit Permissions from /Root and click OK.

Repeat this step for Unallocated > SCCTenant Folder.

Step 5

Select newly added user and click Group tab.

Step 6

Click Add to Groups.

Step 7

Click Unallocated > SCCTenant Folder and enable Basic Users permissions.

Step 8

Click the sub-customer tenant and assign Advanced Users permissions and click OK.

Default, Advanced User will have Browse Dimension permission.

Step 9

Click Save.

Edit User

Follow the below procedure to edit user:

Procedure

Step 1

In Unified CCDM portal, click burger icon in the top-left corner and select Security > Users.

Step 2

From the folder tree, select the folder containing the user that you want to edit.

Step 3

Select the user you want to edit.

Step 4

Click Details tab.

Step 5

Edit the required details.

Step 6

Click Groups tab, to add or remove the groups.

Step 7

Click Save.

Delete User

Follow the below procedures to delete users:

Procedure

Step 1

In Unified CCDM portal, click burger icon in the top-left corner and select Security > Users.

Step 2

From folder tree on left, select the folder containing the user that you want to delete.

Step 3

Select the user that you want to delete.

Step 4

Click Delete and click Yes.

Configure Departments

To configure a department perform the following instructions.
Create a Department
Procedure

Step 1

Log in to CCDM portal as Tenant Administrator.

Step 2

Click the burger icon and select Provisioning > Resource Manager

Step 3

Select the required Folder from the Tenant. Click Resource and select Department.

Step 4

Enter the name of the department and complete the mandatory fields.

Step 5

Click Save.

Edit a Department
Procedure

Step 1

Log in to CCDM portal as Tenant Administrator.

Step 2

Click the burger icon and select Provisioning > Resource Manager

Step 3

Expand the required Folder from the Tenant. Click Department.

Step 4

Select the department that you want to edit and modify the required fields.

Step 5

Click Save.

Move a Department
Procedure

Step 1

Log in to CCDM portal as Tenant Administrator.

Step 2

Click the burger icon and select Provisioning > Resource Manager

Step 3

Expand the required Folder from the Tenant. Click Department.

Step 4

In Department tab, check the department you want to move and click Move.

Step 5

Browse to the destination folder you want the department to be moved and click Save and click Ok.

Delete a Department
Procedure

Step 1

Log in to CCDM portal as Tenant Administrator.

Step 2

Click the burger icon and select Provisioning > Resource Manager

Step 3

Expand the required Folder from the Tenant. Click Department.

Step 4

In the Department tab, Select the department that you want to delete.

Step 5

Click Delete and click Ok.

Configure Agents

Complete the following procedures for agent configuration:

Create an Agent

Complete the following procedure to create an agent:

Procedure

Step 1

Log in to CCDM portal as tenant or sub customer user or Supervisor user.

Step 2

Click the burger icon and select Provisioning.

Step 3

Create an agent.

  • For Tenant or Sub customer user, select Resource Manger, select the folder that you want to create the agent. Select Resource > Agent.

  • For Supervisor user, select Agent Team Manager and click New Agent.

Step 4

Click the Details tab and configure as follows:

  1. Enter the Agent's Name.

  2. Enter a Description of the agent.

  3. Select a Peripheral to create the agent.

  4. Associate the person with the agent.

    You can choose an existing person, or you can create a new person and associate with the agent.

    • Select Existing Person: Select an existing person from the drop-down list, . You can search for a specific person by typing a part of their name in the search box. The new agent uses the details specified in that person's Peripheral Login box to log in to their Agent Desk Setting.

    • Create New Person: Enter the first name and last (or family) name for the person, and fill in the details they will use to log in to the peripheral. The person is automatically created and associated with the agent.

  5. If Unified CCE is in hybrid mode , check the SSO checkbox to make the agent a SSO agent.

Step 5

To make agent a supervisor, click Supervisor tab and check the Supervisor checkbox. If supervisor is a non-SSO agent, do the following:

  1. Associate the agent with a Domain Account (the account the agent uses to log into a computer on the contact center network).

    Note

     
    You cannot set up a domain account from Unified CCDM because security rules typically prevent this. Contact your administrator if you are uncertain of the domain account to use.

  2. Enter part of the account name, click Find and then select the correct account.

Step 6

Click the Agent Teams tab and configure the following:

  1. Select an agent team to which the agent belongs to. Agents may only be a member of a single team, but a supervisor can supervise multiple teams. Use the Selected Path drop-down list to see agent teams in other folders.

  2. Click Add to associate the team with this agent.

  3. Check the Member check box to make the agent a member of the team.

    Supervisors can supervise a team without being a member.

  4. If the agent is a supervisor, select a primary or secondary supervisory role for any team they supervise..

    They may or may not also be a member of this team.

Step 7

Click the Skill Groups tab and configure the following:

  1. Select skill groups for the agent to belong to. Use the Selected Path drop-down to change folders.

  2. Click Add to add the agent to the selected skill groups.

Step 8

Click Save.

Edit an Agent
Complete the following procedure to view or edit agents.
Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In Resource Manager, in the folder tree panel, select the folder where you want to edit the agent.

Step 4

In Items panel, select the agent from the list.

Step 5

Edit the agent details.

Clicking a different tab (such as Supervisor or Agent Teams) shows a different set of fields. You can return to previous tabs if necessary.

Step 6

Click Save.

Delete an Agent

Complete the following procedure to delete an agent.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In Resource Manager, navigate to the folder containing the Agent you want to delete, and view the agents in that folder using the Items panel list view.

Step 4

In the Items panel, check the required agent check boxes that you want to delete.

Step 5

Click Delete.

Step 6

Click Yes to delete the agent.

Configure Agent Desktop

Complete the following procedures to configure an agent desktop:

Create an Agent Desktop

Complete the following procedure to create an agent desktop.

Procedure

Step 1

Login to Unified CCDM Portal as Tenant or Sub customer user and select Resource Manager.

Step 2

In Resource Manager, in the Folder Tree panel, select the folder where you want to create the agent desktop.

Step 3

Click Resource, and click Agent Desktop.

Step 4

Complete the required fields.

Step 5

Click Save.

Edit an Agent Desktop

Complete the following procedure to edit an agent desktop.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder that contains the agent desktop you want to edit, and view the agent desktops in that folder using the Items panel list view.

Step 4

In the Items panel, click the agent desktop you want to edit.

The details of this agent desktop appears in the Details panel.

Step 5

In the Details tab, click the appropriate tab and make the required changes.

Step 6

Click Save.

Delete an Agent Desktop

Complete the following procedure to delete the agent desktop.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder that contain the agent desktop you want to delete, and view the agent desktops in that folder using the Items panel list view.

Step 4

In the Items panel, check the check box or check boxes of the agent desktops you want to delete.

Step 5

Click Delete and Click Yes.

Note

 
Deletion of agent desktop will remove the associated agent desktops automatically.

Configure Agent Team

Complete the following procedures to configure an agent team:
Create an Agent Team

Complete the following procedure to create an agent team:

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In the folder tree panel, select the folder where you want to create the agent team.

Step 4

Click Resource, and then click Agent Team.

Step 5

Enter a unique name for the team.

Step 6

Enter all the required fields to create the agent team.

Step 7

To assign agents to the team, check the check boxes of one or more agents in the Agents tab, and click Add.

Step 8

When you add an agent to the team, you must also check their Member check box to make them a member of the team.

This is because it is possible to be involved with a team without being a member, by supervising it.

If an agent is a supervisor, a drop-down list appears in the right-hand column.

Step 9

Specify whether the agent has a supervisory role for this particular team.

Step 10

Click Save.

Edit an Agent Team

Complete the following procedure to edit an agent team.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder that contain the agent team you want to edit, and view the agent teams in that folder using the Items panel list view.

Step 4

In the Items panel, click the agent team you want to edit.

The details of this agent team appear in the Details panel.

Step 5

Click through the tabs and edit the fields you want to change.

Step 6

To remove agents from a team, click the Agents tab and check the check boxes of the agents you wish to remove from the team and click Remove.

Step 7

Click Save.

Delete an Agent Team

Complete the following procedure to delete an agent team

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder that contains the agent teams you want to delete, and view the agent teams in that folder using the Items panel list view.

Step 4

In Items panel, check the check box or check boxes of the agent teams you want to delete.

Step 5

Click Delete.

Delete Agent Teams confirmation dialog box appears.

Step 6

Click Yes to delete the agent teams.

Configure Call Type

Create a Call Type

Complete the following procedure to create a call type.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In folder tree panel, select a folder where you want to create the call type.

Step 4

Click Resource, and then click Call Type.

Step 5

Enter the following details:

  1. In Name field, enter the unique name.

  2. Select Bucket Interval from the drop-down list.

    Note

     

    The bucket interval is the count of answered or abandoned calls that are used as intervals for the Call Type. The default value is system default.

  3. Select Service Level Threshold from the drop-down list.

  4. Select Service Level Type from the drop-down list.

Step 6

Click Save.

Edit a Call Type

Complete the following procedure to edit a call type.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder that contain call types that you want to delete, and view the call types in that folder using the Items panel list view.

Step 4

In Items panel, select the call types you want to edit.

Step 5

Click through the tabs and edit the fields you want to change.

Step 6

Click Save.

Delete a Call Type

Complete the following procedure to delete a call type.


Note

You cannot delete the default call type.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the call types you want to delete and under Summary in Items panel list view click Call Type .

Step 4

In Items panel, select the call types you want to delete.

Step 5

Click Delete and click Yes.

Configure Precision Routing

Complete the following procedures to configure precision routing.

Configure Precision Attribute

Complete the following procedures to configure precision attribute.

Create Precision Attribute

Complete the following procedure to create a precision attribute.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the required tenant to create precision attribute.

Step 4

Click Resource, and click Precision Attribute.

Step 5

Provide a Name for the precision attribute. For example, ENGLISH.

Step 6

Enter the Description for the precision attribute.

Step 7

Select the Data Type for the precision attribute. For example, Proficiency.

Step 8

Select the Default Value from the drop-down list.

Step 9

Click Save.

Edit Precision Attribute

Complete the following procedure to edit a precision attribute.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In Resource Manager, select the folder containing the precision attribute you want to edit, and view the precision attributes in that folder using the Items panel list view.

Step 4

In the Items panel, click the precision attribute you want to edit.

The details of this precision attribute appears in the Details panel.

Step 5

In the Details panel, click the appropriate tab and make the desired changes.

Step 6

Click Save.

Note

 

The precision attribute of a data type cannot be modified once it is assigned. However, the default value of the data type can be modified.

Delete Precision Attribute

Complete the following procedure to delete a precision attribute.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In Resource Manager, select the folder containing the precision attribute you want to delete, and view the precision attributes in that folder using the Items panel list view.

Step 4

In Items panel, check the check boxes of the precision attributes that you want to delete.

Step 5

Click Delete.

Note

 

You cannot delete the precision attribute if it is referenced by a precision queue, remove the reference to delete the precision attribute.

Step 6

Click Yes.

Assign Precision Attribute to an Agent

Complete the following procedure to assign the precision attribute to an agent.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In Resource Manager, navigate to the folder containing the agent to which you want to assign the precision attribute and view the agent in that folder using the Items panel list view.

Step 4

In the Items panel, click the agent to which you want to assign the precision attribute.

The details of this agent appear in the Details panel.

Step 5

In the Details panel, click Precision Attribute. Check the check box against the precision attribute tab and click Add.

Step 6

Click Save.

Note

 

The supervisor agent must be associated with a domain account before they can have precision attributes assigned to them.

Configure Precision Queue

Complete the following procedures to configure precision queue.

Create Precision Queue
Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the required tenant to create the precision queue.

Step 4

Click Resource, and click Precision Queue.

A new page appears.

Step 5

Complete the required fields

Step 6

Select the Steps tab and click Step1. A new page appears.

Step 7

In the Expression1 field, provide the attribute name and select the operation from the drop-down list and also select Proficiency level from the drop-down list. For example, Attribute = ENGLISH, Operation is >, and Proficiency level is 6.

Note

 

Based on the requirement, we can add the attribute, expression and steps.

Step 8

Click OK.

Step 9

Click Save.

Edit Precision Queue

Complete the following procedure to edit a Precision Queue.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In Resource Manager, select the folder containing the Precision Queue you want to edit, and view the Precision Queue in that folder using the Items panel list view.

Step 4

In the Items panel, click the Precision Queue that you want to edit.

The details of this Precision Queue appears in the Details panel.

Step 5

In the Details panel, click the appropriate tab and make the desired changes.

Step 6

Click Save.

Delete Precision Queue

Complete the following procedure to delete the Precision Queue.


Note

You cannot delete a precision queue that is referenced in a routing script, remove the reference to delete the precision queue.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In Resource Manager, navigate to the folder containing the Precision Queue you want to delete and view the Precision Queue in that folder using the Items panel list view.

Step 4

In the Items panel, check the check boxes of the Precision Queue that you want to delete.

Step 5

Click Delete.

Step 6

Click Yes.

Create Routing Scripts

See the following illustration to create routing scripts:

Figure 4. Create Routing scripts

Configure Network VRU Scripts

Create Network VRU Script

Complete the following procedure to set up the network VRU script.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder where you want to create the network VRU Script.

Step 4

Select Resource, and click Network Vru Script.

Step 5

Complete fields as follows:

  1. Name* (Required)- Enter a unique name that will identify the script.

    Example:
    Play_Welcome

  2. Network VRU* (Required) - Select the Network VRU from the drop-down list.

  3. VRU Script Name* (Required)- Enter the name of the script as it is known on the Unified CVP.

  4. Configuration Parameter (Optional)- A string used by Unified CVP to pass additional parameters to the IVR Service. The content of string depends on the micro-application to be accessed.

  5. Timeout* (Required)- Enter a number to indicate the number of seconds for the system to wait for a response from the routing client after directing it to run the script.

  6. Interruptible (Optional)- This check box indicates whether or not the script can be interrupted; for example, when an agent becomes available to handle the call.

Note

 

  • System generates a default Enterprise Name in Advance tab.

  • You cannot upload an audio file, when you first create the network VRU script.

Step 6

Click Save.

Edit Network VRU Scripts

Complete the following procedure to edit Network VRU details and associate an audio file with a VRU script:

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the Network VRU script you want to edit.

Step 4

In the Items panel, click the Network VRU script you want to edit.

Step 5

Click the Audio tab.

Step 6

Click Browse and select the audio file from your hard drive.

Step 7

Click Upload.

Step 8

After the file has uploaded, click Save.

Delete Network VRU Scripts

Note

You cannot delete the dialed number that is referenced in a script. This reference should be removed to delete the dialed number.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the Network VRU script you want to delete.

Step 4

In the Items panel, click the Network VRU script you want to delete.

Step 5

Select the Delete option.

Step 6

Click Yes, to delete the Network VRU script.

Configure Dialed Number

Complete the following procedures for dialed number configuration:

Create a Dialed Number

Complete the following procedure to create one or more dialed numbers.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder where you want to create the dialed number.

Step 4

Click Resource, and then click Dialed Number.

Step 5

Enter unique name of up to 32 characters for the dialed number.

This should consist alphanumeric characters, periods, and underscores only.

For wild card dialed number follow the pattern below:

Example:
7xx

Step 6

Complete fields as for the dialed number Fields.

Step 7

Click Add to specify the call types and other dialing information to be associated with this dialed number.

Step 8

Click Save.

Edit a Dialed Number

Complete the following procedure to edit the dialed numbers.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder where you want to edit, and view the dialed number in that folder using the Items panel list view.

Step 4

In the Items panel, select the dialed numbers that you want to edit.

Step 5

After modification, click Save.

Delete a Dialed Number

Complete the following procedure to delete one or more dialed numbers.


Note

You cannot delete the dialed number that is referenced in a script, remove the reference to delete the dialed number.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the dialed numbers that you want to delete, and view the dialed numbers in that folder using the Items panel list view.

Step 4

In Items panel, select the dialed numbers to be deleted.

Step 5

Click Delete.

Step 6

Click Yes.

Configure Enterprise Skill Group

Complete the following procedures for enterprise skill group configuration:

Create an Enterprise Skill Group

Complete the following procedure to create an enterprise skill group.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder where you want to create the enterprise skill group.

Step 4

Click Resource, and then click Enterprise Skill Group.

Step 5

Enter a unique name for the group.

Step 6

Enter all the required fields to create an enterprise skill group.

Step 7

To assign skill groups to the group, click Add and select one or more skill groups.

Step 8

Click Save.

Edit an Enterprise Skill Group Configuration

Complete the following procedure to edit an enterprise skill group.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In the folder tree panel, select the folder where you want to edit, and view the enterprise skill groups in that folder using the Items panel list view.

Step 4

In the Items panel, select the enterprise skill groups that you want to edit.

Step 5

After modification, click Save.

Delete an Enterprise Skill Group

Complete the following procedure to delete an enterprise skill group.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the enterprise skill groups you want to delete, and view the enterprise skill groups in that folder using the Items panel list view.

Step 4

In the Items panel, check the check box or check boxes of the enterprise skill groups you want to delete.

Step 5

Click Delete.

Step 6

Click Yes.

Configure Expanded Call Variable

Complete the following procedures to configure an expanded call variable.

Create an Expanded Call Variable

Complete the following procedure to create an expanded call variable.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder where you want to create the expanded call variable.

Step 4

Click Resource, and then click Expanded Call Variable.

Step 5

Enter the required information in the following fields:

  1. In Name field, enter the unique name.

  2. In Description field, enter the description.

  3. In Maximum Length field, enter the maximum length of call variable.

  4. Optional, check Persistent check-box.

  5. Optional, check Enabled check-box.

  6. Optional, check ECC Array check-box.

Step 6

In Advanced tab, set the end date for the call variable.

Note

 

Uncheck Forever check-box to set the end date.

Step 7

Click Save.

Edit an Expanded Call Variable
Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder where you want to modify the expanded call variable.

Step 4

Click Expanded Call Variable in the items panel.

Step 5

Select the Expanded Call Variable to modify.

Step 6

Modify the fields in Details tab as required.

Step 7

Click Save.

Delete an Expanded Call Variable

Complete the following procedure to delete expanded call variable.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the expanded call variables you want to delete, and view the expanded call variables.

Step 4

In Items panel, select the expanded call variables that you want to delete.

Step 5

Click Delete.

Step 6

Click Yes.

Configure ECC Payload

Complete the following procedures to configure an expanded call variable.

Create an ECC Payload

Complete the following procedure to create an ECC Payload.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the Cisco icon and select Gadget > Open App. Create an App if it is not already created. For more information, see Configure Gadgets.

Step 3

Select an ECC payload resource from the search bar list.

Step 4

Click the New icon.

Step 5

On the Details tab, enter the required information:

  1. In the Name field, provide a name for the ECC Payload.

  2. In the Description field, provide a suitable description for the ECC Payload.

Step 6

To add the Expanded Call Variable to the ECC Payload, on the Expanded Call Variable tab, click Show Available. Select the available call variable and add it to the ECC payload.

Step 7

On theAdvanced tab, enter the Enterprise name and set the end date for the ECC payload.

Step 8

Click Save.

Edit an ECC Payload
Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the Cisco icon and select Gadget > Open App.

Step 3

Select an ECC payload resource from the search bar list.

Step 4

Select the ECC payload to be modified.

Step 5

Modify the fields in the Details tab as required.

Step 6

Add or remove the ECC variable as required.

Step 7

Click Save.

Delete an ECC Payload
Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the Cisco icon and select Gadget > Open App.

Step 3

Select the ECC payload resource from the search bar list.

Step 4

Select the ECC payload to be deleted and click Delete.

Step 5

Click OK to confirm the changes.

Configure Folder

Complete the following procedures for folder configuration:

Create Folders

Complete the following procedures to create folders:

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder/tenant where you want to create the new folder.

Step 4

Click System, and then click Folder.

Step 5

In the Name field enter a name for the new folder.

Step 6

In the Description field enter any explanatory text for the folder, this is optional.

Step 7

If required, uncheck the Inherit Permissions check box to make this folder a policy root that does not inherit security permissions from its parent folder.

Step 8

Check the Create Another check box if you want to create more folders at the same point in the tree structure.

Step 9

Click Save to save the new folder in the tree.

Rename a Folder
Procedure

In Resource Manager, right-click the folder in the Folder Tree panel and select Rename Folder and enter the required name.

Move Folder

Complete the following procedure to move a folder:

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In the Items panel, click Folders.

Step 4

Check the folder(s) check box that you want to move.

Step 5

Click Move.

Step 6

In the folder tree, select the location that you want to move the folders.

Step 7

Click Save.

You can also use drag and drop option to move folders.

Delete Folder

Complete the following procedures to delete a folder:

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In the Items panel, click Folders.

Step 4

Check the folder(s) check boxes that you want to delete.

Step 5

Click Delete.

Step 6

In the Delete folder dialog, select Yes.

Configure Group

Complete the following procedure for group configuration:

Create a Group

Complete the following procedure to create a group.

Procedure

Step 1

Log in to Unified CCDM Portal as Administrator/Tenant /Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager .

Step 3

Select the folder or the tenant where you want to create the new group.

Step 4

Click System , and then click Group

Step 5

Enter the following details:

  1. In the Name field enter the name for the new group.

    Groups in different folders may have the same name.

  2. In the Description field enter a description for the group, such as a summary of its permissions or the categories of users it is intended for.

  3. If you want to create more than one group, check the Create Another check box (to remain on the Create a new group page after you have created this group).

  4. Click Save.

Edit a Group

Complete the following procedure to edit or view group details.

Procedure

Step 1

Log in to Unified CCDM Portal as Administrator/Tenant /Sub Customer user.

Step 2

Click the burger icon and select Provisioing > Resource Manager .

Step 3

Select the folder that contain groups that you want to modify, and view the group in that folder using the Items panel list view.

Step 4

In the Items panel , select the group that you want to edit.

Step 5

Edit the group details as required.

Step 6

Click the Members tab to add or remove the members of the group.

Step 7

Click the Groups tab to add or remove the group from other groups.

Step 8

Click Save.

Move a Group

Complete the following procedure to move a group.

Procedure

Step 1

Log in to Unified CCDM Portal as Administrator/Tenant /Sub Customer user.

Step 2

Click the burger icon and select Provisioing > Resource Manager.

Step 3

Select the folder that contain groups that you want to move, and view the group in that folder using the Items panel list view.

Step 4

In the Items panel , select the group to be moved.

Step 5

Click Move.

Step 6

Navigate to the tenant or the folder you want to move the group to.

Step 7

Click Save.

Delete a Group

Complete the following procedure to delete a group.

Procedure

Step 1

Log in to Unified CCDM Portal as Administrator/Tenant /Sub Customer user.

Step 2

Click the burger icon and select Provisioing > Resource Manager .

Step 3

Select the folder that contain groups that you want to delete, and view the group in that folder using the Items panel list view.

Step 4

In the Items panel , select the group that you want to deleted.

Step 5

Click Delete and confirm the deletion when prompted.

Configure Label

Complete the following procedures for label configuration:

Create a Label

Complete the following procedure to create a label.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder where you want to create the label.

Step 4

Click Resource, and click Label.

Step 5

Complete all fields for the label.

Step 6

Click Save.

Edit a Label

Complete the following procedure to edit a label.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the labels that you want to edit, and view the labels in that folder using the Items panel list view.

Step 4

In the Items panel, select the labels that you want to edit.

Step 5

After modification, Click Save.

Delete a Label

Complete the following procedure to delete a label.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the labels you want to delete, and view the labels in that folder using the Items panel list view.

Step 4

In the Items panel, check the check box or check boxes of the labels you want to delete.

Step 5

Click Delete.

Step 6

In the Delete Labels dialog box, click Yes.

Configure Person

Complete the following procedures to configure a person:

Create a Person

Complete the following procedure to create a person.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user or Supervisor user.

Step 2

Click the burger icon and select Provisioning.

Step 3

Create a person.

  • For Tenant or Sub customer user, select Resource Manger, select the folder that you want to create the agent. Select Resource > Person.

  • For Supervisor user, select Agent Team Manager and click New Person.

Step 4

Complete the required fields for person.

Step 5

Select Equipment tab, select the Unified Contact Center Enterprise.

Step 6

Set Active from and to dates in the Advanced tab.

Step 7

Click Save.

Note

 

After you create a person, you cannot edit the Unified CCDM account details for a person through another person. You must edit the Unified CCDM account details directly.

You cannot link a person with an existing Unified CCDM user account.

Edit a Person

Complete the following procedure to edit a person.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub-Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the persons that you want to edit, and view the person in that folder using the Items panel list view.

Step 4

In the Items panel, select the persons that you want to edit.

Step 5

Optional, reset the password as follows:

  1. Select Details tab.

  2. Check Reset Password check box.

  3. Enter new password and confirm.

Step 6

After modification, Click Save.

Delete a Person

Complete the following procedure to delete a person.


Note

Deletes all the agents associated with the person.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select folder containing the person or persons you want to delete the persons in that folder using the Items panel list view.

Step 4

In the Items panel check the check box or check boxes of the person or persons you want to delete.

Step 5

Click Delete.

Step 6

Click Yes to delete the person.

Configure Supervisors

Complete the following procedure to configure a supervisor.

Before you begin

This is applicable for Sub-customer users of Small Contact Center Deployment that requires Supervisor to associate with Domain account.

  1. Select Security > Sub-customer Tenant.

  2. Select User Tab > User and click Change Permission.

  3. Check Full Permission check-box for the Sub customer tenant and click OK.

  4. Add this sub-customer tenant to Advanced Group.

Procedure

Step 1

Log in to the CCDM portal as Tenant/Sub Customer User and select Resource Manager.

Step 2

In Resource Manager, select the folder that contains the agent that you want as a supervisor or create a new agent to configure supervisor, see Create an Agent.

Step 3

Click Supervisor tab and and check the Supervisor checkbox. This does not require that they supervise a team. If supervisor is a non-SSO agent, the Supervisor tab only displays the Supervisor checkbox. All other fields and checkboxes are not available when a default domain has been configured for Unified CCE 11.5 or later versions.

Note

 
You cannot set up a domain account from Unified CCDM because security rules typically prevent this. Contact your administrator if you are uncertain of which domain account to use.

Step 4

Click Save.

Configure Service


Note

Complete the following procedures to configure service:

Create Service

Complete the following procedure to create service:

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder that you want to create service from the left-hand side panel.

Step 4

In Resource drop-down list, select Service option.

Step 5

Complete the required fields.

Step 6

Goto Advanced tab, choose Cisco_Voice from Media Routing Domain drop-down list.

Step 7

Goto Skillgroups tab, check the skill group that you want to add and click Add.

Step 8

Click Save.

Edit Service
Procedure

Step 1

Log in to Unified CCDM Portal as Tenant.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Navigate to the folder that you want to edit or view service from the left-hand side panel.

Displays the list of all the services in items panel.

Step 4

Click on the service that you want to edit.

Step 5

After editing click Save.

Delete Service
Procedure

Step 1

Log in to Unified CCDM Portal as Tenant.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder that you want to delete service from the left-hand side panel.

Step 4

Check the service from the list that you want to delete.

Step 5

Click Delete and click Yes.

Configure Skill Group

Complete the following procedures to configure skill group:

Create a Skill Group

Complete the following procedure to create a skill group.


Note

When you create a skill group, a default route is created.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In the folder tree panel, select the folder where you want to create the skill group.

Step 4

Click Resource, and click Skill Group.

Step 5

Enter a unique name for the group.

Step 6

Select Agents tab, check the agent(s) check box and click Add.

Step 7

Click Save.

Edit a Skill Group

Complete the following procedure to edit a skill group.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the skill group that you want to edit, and view the skill groups in that folder using the Items panel list view.

Step 4

In the Items panel, click the skill group you want to edit.

The details of this skill group display in the Details panel.

Step 5

Click the tabs and edit the fields you want to change.

Step 6

Optional, to remove agents from a skill group, select Agents tab and select the agents you want to remove from the team.

Step 7

Click Remove.

Step 8

Optional, to remove the route association from a skill group, select Route tab and click Delete for which route you want to delete.

Step 9

Optional, to edit the details of an existing route associated with the skill group, select Route tab and click Edit for which route you want to delete. Click Update.

Step 10

Click Save.

Delete a Skill Group

Complete the following procedure to delete a skill group.


Note

You cannot delete the skill group that is referenced in a script, remove the reference to delete the skill group.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the skill groups you want to delete, and view the skill groups in that folder using the Items panel list view.

Step 4

In the Items panel, select the skill groups you want to delete.

Note

 
Ensure that skillgroup is not mapped to any services.

Step 5

Click Delete.

Delete Skill Groups page appears.

Step 6

Click Yes.

The skill groups are deleted.

Configure Route

Complete the following procedure to configure a route.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In the folder tree panel, select the folder where you want to create the route.

Step 4

In the Folder Tree panel, click Skill Group.

Step 5

Choose the skill group for which you are creating a route.

Step 6

Select Routes tab.

Step 7

In Route Name field, enter a unique name that will identify the script.

Step 8

Click Add.

Step 9

Click Save.

Agent Re-skilling and Agent Team Manager

You can login as user with supervisor role to perform agent re-skilling and agent team manager.

Before performing these tasks ensure that the user is created. To create user, see Create User and to assign supervisor role, see Assign Roles to Users.

Configure Supervisor for Agent Re-skill and Agent Team Manager in CCDM
Procedure

Step 1

Log in to the Unified CCDM Portal as administrator.

Step 2

Click the burger icon and select Provisioning > Resource Manager .

Step 3

Click on resource and select Agent resource.

Step 4

Select an agent for the supervisor.

Step 5

In Supervisor tab, check the checkbox for supervisor and click Save.

Step 6

In Person tab, select the goto person icon.

Step 7

In Portal tab, click the portal account and click the existing user.

Step 8

Select the tenant and select supervisor user from the list of users.

Step 9

Click next icon.

Displays User's Group dialog box.

Step 10

Make sure supervisor group is added to the user and click Save.

Step 11

Click Save.

Associating Supervisor Agent to Agent Team
Procedure

Step 1

Log in to Unified CCDM Portal as administrator.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Click resource and select Agent resource.

Step 4

Select the Supervisor agent.

Step 5

In the Agent Team tab, select agent teams that you want to add and click Add.

Step 6

In Supervisory Role column, Select Primary from the drop-down list and click Save.

View Skill Group

Complete the following procedure to view a skill group.

Procedure

Step 1

Log in to Unified CCDM portal as supervisor.

Step 2

Click the burger icon and select Provisioning > Agent Re-Skilling.

Step 3

From the Skill Group drop-down list, select the skill group you want to view.

Displays a list of agents for the selected skill group.

Step 4

Click the Goto Agent icon to modify the agent details

Add an Agent to Skill Group

Complete the following procedure to add an agent to a skill group.

Procedure

Step 1

Log in to Unified CCDM portal as supervisor.

Step 2

Click the burger icon and select Provisioning > Agent Re-Skilling .

Step 3

Select Skill Group from the drop-down list.

Displays a list of agents for the selected skill group.

Step 4

In My Agents on Peripheral list, select the agents you want to add to the skill group, then click Add.

Note

 

You can search agents using a search bar with a part of agent's name.

Step 5

Click Save.

Remove an Agent from Skill Group

Complete the following procedure to remove an agent from a skill group.

Procedure

Step 1

Log in to Unified CCDM portal as supervisor.

Step 2

Click the burger icon and select Provisioning > Agent Re-Skilling .

Step 3

Select a skill group to remove an agent or agents.

Step 4

In the top list, select the agents to remove from the skill group using the check boxes.

Step 5

You enter part of an agent's name into the search box, and then click Search to filter the list of agents by the specified search string.

Step 6

Click Remove to remove the agents from this skill group.

Step 7

Click Save to save your changes, or Cancel to leave the details as they were before you started.

View Agent Team

Login as a supervisor user and complete the following procedure to view Agent team

Procedure

Step 1

Log in to Unified CCDM portal as supervisor.

Step 2

Click the burger icon and select Provisioning > Agent Team manager .

Step 3

Select the Agent team drop-down list and select the agent team you want to view.

Displays the list of agents for the selected agent team.
Modify Agent Team

Complete the following procedure to modify an agent's team:

Procedure

Step 1

Log in to Unified CCDM portal as supervisor.

Step 2

Click the burger icon and select Provisioning > Agent Team Manager.

Step 3

From the My Agent Team drop-down list, select the agent team to which agent belongs.

Step 4

Click the Goto Agent icon to modify the agent details.

Step 5

Select Agent Team tab.

Displays the current membership of agent with the agent team.

Step 6

Optional, check the agent team check box that you want to remove and click Remove.

Step 7

Optional, select the agent team from the list that you want to add and click Add.

Note

 

You can add an agent as a member of that team, check the Member check box. Otherwise, you can also add an agent as primary or secondary supervisor, if they are supervisor agent.

Step 8

Click Save.

Configure User Variable

Complete the following procedure for user variable configuration:

Create a User Variable

Complete the following procedure to create a user variable.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

In folder tree panel, select the folder where you want to create the user variable.

Step 4

Click Resource and click User Variable

Step 5

Complete the required fields for user variable.

Step 6

Set Active from and to dates in Advanced tab.

Step 7

Click Save.

Edit a User Variable

Complete the following procedure to edit a user variable.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the user variables that you want to edit, and view the user variables in that folder using the Items panel list view.

Step 4

In the Items panel, select the user variables that you want to edit.

Step 5

After modification, Click Save.

Delete a User Variable

Complete the following procedure to delete a user variable.

Procedure

Step 1

Log in to Unified CCDM Portal as Tenant or Sub Customer user.

Step 2

Click the burger icon and select Provisioning > Resource Manager.

Step 3

Select the folder containing the user variables you want to delete, and view the user variables in that folder using the Items panel list view.

Step 4

In Items panel, check the check box or check boxes of the user variables you want to delete.

Step 5

Click Delete.

Step 6

In the Delete User Variables dialog box, click Yes.

The user variables are deleted.

View the Unified CCDM Version

Complete the following procedure to view the Unified CCDM version.

Procedure

Step 1

In the Settings page, click Settings.

Step 2

Click About.

View the Unified CCDM version installed on your system.

Bulk Operations Using Unified CCDM

The bulk upload tool is used for importing large numbers of resource items into Unified CCDM. It is used to generate resources such as Agents or Skill Groups by filling in resource attributes using the standard CSV format. All CSV files require headers that dictate where each value goes. These headers are provided by templates that can be downloaded from the appropriate Bulk Upload page in Unified CCDM. You can bulk upload the following resources:

  • Agents
  • Agent desktop
  • Agent team
  • Call Type
  • Department
  • Dialed Number
  • Enterprise Skill Group
  • Skill Group
  • User Variable
  • Folder
  • Network VRU Script
  • Label
  • Person
  • User
  • Precision Attribute
  • Precision Queue
Bulk Upload for Unified CCDM

Complete the following procedure to bulk upload Unified CCDM:

Procedure

Step 1

Log in to Unified CCDM portal as Tenant or Sub-Customer.

Step 2

Click the burger icon and select Provisioing > Resource Manager.

Step 3

Click the required folder.

Step 4

Click Upload in the Folder Tree panel and then select the item type you want to bulk upload from the drop-down list.

The Bulk Upload Control page appears.

Step 5

Select a template for your chosen resource. The template link is present in the horizontal toolbar near the top of the page. Once selected, a download box is presented allowing you to save this CSV file onto your machine. .

Step 6

Open the template in the editor you require (such as Notepad) and begin to enter your data or paste it from another source.

For detailed information on Bulk Upload templates, please refer to User Guide for Cisco Unified Contact Center Domain Manager

Step 7

Return to the Bulk Upload Control page and make sure the path is set correctly.

Note

 
This path is only used if you removed the Path column in the CSV file. This option is not available for folders, dashboard layouts or dashboard styles.

Step 8

Browse to the CSV file into which you just entered the data.

Step 9

Click Upload.

A progress bar at the bottom of the screen displays the upload progress.

Note

 
Do not upload more than 500 items per CSV file.
Templates for Creating CSV Files
Data types

The following data types are used for creating CSV files:

  • Standard Naming Convention (SNC). This is alphanumeric data with no exclamation marks or hyphens, although underscores are permitted.

  • BOOLEAN values can be one of the following:

    • TRUE.

    • FALSE.

    • Empty field. Leaving these fields empty defaults the field to FALSE.

  • Y/N is similar to BOOLEAN however it can only contain the values Y or N.

  • Date format is the universal date format <Year>-<Month>-<Day> for example 2006-08-30.

  • Any Data Type marked with a hyphen (-) implies that there are no constraints on what you can put in the field (except for the constraints imposed by the built-in CSV format).

  • When a column supports a list of values (for example, an agent may belong to multiple skill groups) separate each skill group with a semi-colon, for example Skillgroup1; Skillgroup2; Skillgroup3.

Global Template Columns

These columns are common to every template file except where stated. The Required? column indicates whether the column can be removed entirely.

Column Name

Data Type

Required?

Description

Path

Path

No

Describes where in the tree the resource will be created. If you wish to supply the path in the bulk upload screen, you must remove this column.

Note

 

If you leave the column present and do not set a value, it attempts to upload into the Root directory, which is valid for items such as folders, but not for resources such as agent or skill group. If you remove the column completely, the resources upload into the folder you were working in when you initiated the bulk upload.

Name

SNC

Yes

The name of the resource in the Unified CCDM system. This must be a unique name. In most cases, this is not provisioned.

Description

—

Yes

Describes the dimension being created. This is never provisioned.

EnterpriseName

SNC

No

The name for the resource being created. This field is provisioned. If you leave it blank an Enterprise name is generated for you.

EffectiveFrom

Date

No

The date from which the resource is active. The default is the current date.

Note

 

This date is not localized, and is treated as a UTC date.

EffectiveTo

Date

No

The date on which the resource becomes inactive. The default is forever.

Note

 

This date is not localized, and is treated as a UTC date.

Department Template
Column Name Data Type Required? Description
EnterpriseName SNC

No

 The name for the Department being created. This field is provisioned. If you leave it blank an Enterprise name is generated for you.
Name SNC Yes The name of the Department in the Unified CCDM system. This must be a unique name. In most cases, this is not provisioned.
EffectiveFrom Date No The date from which the resource is active. The default is the current date. Note This date is not localized, and is treated as a UTC date.
EffectiveTo Date No The date on which the resource becomes inactive. The default is forever. Note. This date is not localized, and is treated as a UTC date.
Person Template
Column Name Data Type Required? Description
EquipmentName SNC No

The instance name of the Unified CCE or Unified CM you want this person added to. This name corresponds directly with the equipment instance name that was specified when configured through the Unified CCDM Cluster Configuration utility.

FirstName SNC Yes The first name of the person.
LastName SNC Yes The last name of the person.
LoginName SNC Yes The peripheral login name for the person.
PassPhrase Password Yes The peripheral login password for the person.
DepartmentMember Enterprise Name

No

The department that this person represents.
Agent Template

Column Name

Data Type

Required?

Description

PeripheralNumber

Numeric

No

The service number as known at the peripheral.

PeripheralName

SNC

No

The name identifying the agent on the associated peripheral.

Supervisor

Boolean

No

Indicates whether the agent is a supervisor. The Supervisor column name does not create a Unified CCDM system user but it allows you to bind this agent to a domain login name.

AgentStateTrace

Y/N

No

Indicates whether the software collects agent state trace data for the agent.

DomainLogin

NETBIOS Login Name

If Agent is a supervisor

The login name for the domain user this agent is associated with. The login name often uses the form <domain>\<username>

DomainUserName

NETBIOS Username

If Agent is a supervisor

The username of the domain user this agent is associated with.

PeripheralMember

Enterprise Name-PG name

Yes

The peripheral to assign this agent to.

AgentDesktopMember

Enterprise Name

No

The desktop this agent will use.

PersonMember

Enterprise Name

Yes

The person that this agent represents.

AgentTeamMember

Enterprise Name

No

The team this agent belongs to. The team must be on the same peripheral otherwise provisioning will fail. This column may also be subject to capacity limitations. For example, there may only be so many agents allowed in a team and that team has already reached its capacity.

SkillGroupMember

Enterprise Name

No

The skill group or skill groups this agent belongs to. The skill groups must be on the same peripheral otherwise provisioning fails. To specify multiple skill groups, separate each skill group with a semi-colon (;) character.

DepartmentMember

Enterprise Name

No

The department that this agent represents.

PrecisionAttributeMember

Enterprise Name and Values

No

The attributes that agent has and the values of each. Assign values using '=' and separate each attributes with a semicolon(;).

Example: Spanish=5, MortgageTraining=True

DefaultSkillGroup

Enterprise Name

No

Agent Desktop Template
Column Name Data Type Required? Description
WrapupDataIncomingMode Numeric

No

Indicates whether the agent is allowed or required to enter wrap-up data after an inbound call.

0: Required

1: Optional

2: Not allowed

3 : Required with Wrap up Data. If value is blank, it assigns default value to 1

WrapupDataOutgoingMode Numeric

No

Indicates whether the agent is allowed or required to enter wrap-up data after an outbound call.

0: Required

1: Optional

2: Not allowed

3 : Required with Wrap up Data. If value is blank, it assigns default value to 1

WorkModeTimer Numeric

No

The amount of time in seconds (1-7200) allocated to an agent to wrap up the call.

Default value will be 7200.

RemoteAgentType Numeric

No

Indicates how mobile agents are handled.

0 : No remote access

1 : Use call by call routing

2 : Use nailed connection

3 : Agent chooses routing at login

4 : Required with Wrap up Data If value is blank, it assigns default value to 1

DepartmentMember Alpha Numeric

No

The department that this agent desktop represents
Agent Team Template
Column Name Data Type Required? Description
PeripheralMember Enterprise Name- PG name Yes The peripheral to assign this agent team to.
DialedNumberMember Enterprise Name No The dialed number to use for this agent team.
DepartmentMember Enterprise Name

No

 The department that this agent team represents.
Call Type Template
Column Name Data Type Required? Description
ServiceLevelType Numeric No Indicates how the system software calculates the service level for the skill group. If this field is 0, Unified CCE uses the default for the associated Peripheral/MRD pair. Valid numbers are as follows: 0 or blank: Use Default 1: Ignore Abandoned Calls 2: Abandoned Call Has Negative Impact 3:Abandoned Call Has Positive Impact.
ServiceLevelThreshold Numeric No The service level threshold, in seconds, for the service level. If this field is negative, the value of the Service Level Threshold field in the Peripheral table is used.
DepartmentMember

Enterprise Name

No The department that agent team represents.
Dialed Number Template
Column Name Data Type Required? Description

Dialed Number

SNC

Yes

The string value by which the Agent/IVR Controller identifies the dialed number.

RoutingClient Member SNC Yes The name of the routing client (such as NIC or PG) that this number should use to submit routing requests to the Unified CCE.
MediaRouting DomainMember SNC Yes The name of the media routing domain.
DepartmentMember

Enterprise Name

No The department that agent team represents.
Skill Group Template
Column Name Data Type Required? Description
PeripheralNumber Numeric

No

The service number as known at the peripheral.
PeripheralName SNC No The name of the peripheral as it is known on the site.
AvailableHoldoffDelay Numeric No The value for this skill group instead of using the one associated with this peripheral.
Priority Numeric No The routing priority for the skill. This should be set to 0.
Extension Numeric No The extension number for the service.
IPTA Y/N No Indicates whether the Unified CCE picks the agent.
ServiceLevelThreshold Numeric No The service level threshold, in seconds, for the service level. If this field is negative, it uses the value of the Service Level Threshold field in the peripheral table.
ServiceLevelType Numeric No Indicates how the system software calculates the service level for the skill group. If this field is 0, Unified CCE uses the default for the associated peripheral/MRD pair. Possible values are:

0 = Use Default

1 = Ignore Abandoned Calls

2 = Abandoned Call Has Negative Impact

3 = Abandoned Call Has Positive Impact

DefaultEntry Numeric No Typical entries are 0 (zero). Any records with a value greater than 0 are considered a default skill group for configuration purposes. Unified CCE uses records with the value of 1 as the default target skill group.
PeripheralMember Enterprise Name Yes The peripheral to assign this skill group to.
MediaRoutingDomainMember Numeric Yes You cannot change this column name after skill group upload.
DepartmentMember Enterprise Name Yes The department that this skill group represents.
RouteMember SNC No The Routes associated with this skill group. To supply a list of routes, separate the routes in the list with a semi-colon (;).

Note

 
The specified route or routes must not already exist. They will be created as part of the bulk upload of the skill group.
Enterprise Skill Group Template
Column Name Data Type Required? Description
DepartmentMember Enterprise Name No The department that this item belongs to. This field is only valid if the tenant is associated with a Unified CCE instance running Unified CCE version 10.0 or later. Otherwise, an error will be reported if this field is present.
SkillGroupMember Enterprise Name No The skill group or skill groups associated with this enterprise skill group. The skill groups must be on the same Peripheral otherwise provisioning will fail. To specify multiple skill groups, separate each skill group with a semi-colon (;) character.
User Variable Template

Column Name

Data Type

Required?

Description

ObjectType

Numeric

Yes

A number indicating the type of object with which to associate the variable. Select 31 (User Variable) if you choose to not associate the user variable with an object. The valid numbers are:

1: Service

2: Skill Group

7: Call Type

8: Enterprise Service

9: Enterprise Skill Group

11: Dialed Number

14: Peripheral

16: Trunk Group

17: Route

20: Master Script

21: Script Table

29: Application Gateway

31: User Variable

Label Template
Column Name Data Type Required? Description
RoutingClientMember SNC Yes The name of the routing client (NIC or PG), this number is used to submit the routing request to Unified CCE.
LableType Numeric False The type of label:

  • 0: Normal

  • 1: DNIS Overide

  • 2: Busy

  • 3: Ring

  • 4: Post-Query

  • 5: Resource

Label SNC False

The string value used to identify the label by the routing client.

Network VRU Script Template
Column Name Data Type Required? Description
NetworkVruMember SNC Yes The network VRU to associate with this Network VRU Script.
VruScriptName SNC Yes Represent the VRU Script Name
DepartmentMember Enterprise No The department that is Network VRU represent .
Timeout Numeric Yes The number of seconds to wait for a response after the script starts executing.
Folder Template

Note

Folders do not use the Enterprise Name, Effective To or Effective From global columns.

Column Name Data Type Required? Description
Security CSS Styled List No Allows you to set security on the folder you upload. See section Security Field Example for an example of the syntax for this field.
User Template

Note
Users use only the 'Path' and 'Description' global columns from the Global Template
Column Name Data Type Required? Description
LoginName SNC Yes Login name of the user that will be used for application logon
Password Password Yes Password for the new user account
AdvancedMode Boolean No Determines if the user is advanced or not
FirstName SNC No The first name of the user
LastName SNC No The last name of the user
ChangePasswordOn NextLogon Boolean No Determines if after the initial logon the user should be prompted to reset their password
PasswordNeverExpires Boolean No Determines if the password for this user will ever expire
HomeFolder Path No The folder path to the folder which will be used as the users home folder
CreateNewUserFolder Boolean No Determines whether a new folder should be created for the user home folder in the HomeFolder location
Groups Group Name(s) No A semi colon separated list of Group names (including their path) to which the user will be added. Since group names are not unique the path must also be specified for example, /Folder1/Admins;/Folder2/Admins
InternetScriptEditorEnabled Boolean No

Whether the user is linked to a Unified CCE user that can access Cisco's Internet Script Editor. If true, the following apply:

  • The login name must correspond to an existing Windows active directory use

  • If the installation does not use single sign on, the specified password must match the password for the corresponding active directory user

Precision Attribute Template

The following table includes the columns that are required for loading bulk precision attributes.

Column Name

Data Type

Required?

Description

AttributeDataType

Numeric

Yes

Type of data to associate with one of the following attributes:

3: Boolean (true or false only)

4: Proficiency (a numeric range)

DefaultValue

Boolean or Numeric, according to Attribute Data Type

Yes

Default value to be used when an attribute is assigned to an agent if no explicit value is specified.

DepartmentMember Enterprise Name

No

The department that this attribute represents.
Precision Queue Template

The following table includes the columns that are required for loading bulk precision queues.

Column Name Data Type Required? Description

Steps

__ Yes

Specification of the steps in this precision queue. See Syntax for Precision Queue Steps

AgentOrdering

Numeric

Yes

If more than one agent satisfies the precision queue criteria agents are chosen in the following order to handle the call:

1: Agent that has been available the longest.

2: Most skilled agent.

3: Least skilled agent.

ServiceLevelThreshold

Numeric

No

The service level threshold in seconds for allocating the call to a suitable agent using the rules in the precision queue from 0 to 2147483647.

ServiceLevelType

Numeric

No

Abandoned calls in service level calculations, calls are handled in the following order:

1: Ignore abandoned calls.

2: Abandoned calls have negative impact (that is, exceed the service level threshold).

3: Abandoned calls have positive impact (that is, meet the service level threshold).

DepartmentMember Enterprise Name

No

The department that this precision queue represents.
Syntax for Precision Queue Steps
The Precision Queue Steps field consists of one or more steps. Each step is divided into the following parts:

  • Consider If condition (optional, but not valid if there is only one step, and not valid for the last step if there is more than one step). If it is present, this condition specifies the circumstances to which the step applies. For example, a step might apply only if there has been a higher than usual number of unanswered calls for the day.

  • Condition Expressions (always required for each step). This condition specifies the attributes that an agent must have to receive the call. It may be a simple comparison, or it may involve multiple comparisons linked by and or or. For example, the condition expressions might specify an agent who can speak Spanish and is trained to sell mortgages and is based in London.

  • Wait Time (always required, except for the last step) this condition specifies the amount of time in seconds to wait before moving on to the next step if the conditions in this step cannot be satisfied. For example, a wait time value of 20 means that if no agent that matches the conditions for that step is available at the end of 20 seconds, the next step is considered.


Note

To build the Steps field from these components, separate each step with a semicolon (;) and separate the parts of each step with a colon (:) as example shown below:

Example: ENGLISH1==5:WaitTime=22;ENGLISH1==5:WaitTime=20;ENGLISH==5

"English1" and "English" indicates the Enterprise Name of Precision Attribute.

The following example shows a Steps field with three steps. The first step has a Wait Time expression and the condition expression. The second has a Consider If expression and a Wait Time expression as well as the condition expression. The third step is the last step, so it has only a condition expression.

First Step:

Specify the time in seconds to wait for the conditions in the step to be satisfied. This syntax is a part of the step, so it ends with a colon. 

WaitTime=10:

Specify the condition expression to be used. This syntax is the end of the step, so it ends with a semicolon. 

Spanish >= 5 && MortgageTrained == True && Location == London;

Second Step:

Specify the circumstances to consider this step. This syntax is part of the step, so it ends with a colon. See the note below for the syntax for the Consider If statement. 

ConsiderIf=TestforSituation:

Specify the time in seconds to wait for the conditions in the step to be satisfied. This syntax is a part of the step, so ends with a colon. 

WaitTime=20:

Specify the condition expression to be used. This syntax is the end of the step, so it ends with a semicolon. 

Spanish >= 5 && MortgageTrained == True;

Third Step:

Specify the condition expression to be used if all previous steps fail. 

(Spanish >= 5) || (Spanish >=3 && MortgageTrained == True),

Manage Roles

Roles are collections of tasks that can be grouped together and applied to users or groups. Like tasks, roles can be folder-based, containing a collection of folder-based tasks, or global, containing a collection of global tasks. Folder roles always apply to folders. A user that has a particular folder role can perform all the tasks in that role on the items in that folder. A user with a global role can perform all the tasks for that global role.

Default Roles

Following default roles are provided in the system:

  • Default global roles

    • Global Basic - Allows a user to perform basic provisioning and management functions.

    • Global Advanced - Allows a user to perform advanced provisioning and management functions, including all those allowed by the global basic role.

    • Global Host - Allows a user to perform all licensed functions.

  • Default folder roles

    • Supervisor - Allows a user to manage users and most resources in the specified folder.

    • Basic - Allows a user to browse most resources and to manage reports and parameter sets in the specified folder.

    • Advanced - Allows a user to browse and access most resources in the specified folder, including all those allowed by the basic folder role and the supervisor folder role.

    • Full Permissions - Allows a user to perform all licensed functions in the specified folder.

Create a Global Role

Complete the following procedure to create a global role.

Procedure

Step 1

Log in to CCDM portal as administrator.

Step 2

Click the burger icon and select Security > Roles > Global Roles.

Step 3

Click New.

Step 4

In Name field, enter new role name that reflects the permissions or category of the user it is intended.

Step 5

Optional, in Description field, enter description. It can be summary of the permissions granted.

Step 6

Select the tasks you want to enable the role.

Step 7

Click Save.

Assign a Global Role

Complete the following procedure to assign users with global roles.

Procedure

Step 1

Login as administrator and configure the following, to grant or remove global permissions:

  1. In Global Roles window, select the global role that you want to assign to users or groups.

  2. Click Members.

  3. Click Add Members.

  4. In folder tree panel, select the folder that has users or groups you want to assign.

    Note

     

    You can use the fields at the top to filter the view such as only users, only groups, or to search for specific names.

  5. Check the check box for the newly added members.

    Note

     

    You can select users and groups from multiple folders.

  6. Click OK.

  7. Click Save.

Step 2

Click delete icon and click Confirm, to remove a user or group from this global role.

Edit a Global Role

Complete the following procedure to edit a global role.

Procedure

Step 1

Login as administrator and select Security > Roles > Global Roles.

Step 2

Select the global role that you want to edit.

Step 3

Select Details tab and change the details if required.

Step 4

Check Enabled check box to ensure that global role is available to users.

Step 5

Check Hidden check box if you want to hide global roles from system users.

Step 6

Select Tasks tab and check the tasks that you want to add and uncheck the tasks that you want to remove from the global role.

Step 7

Click Save.

Delete a Global Role

Complete the following procedure to delete a global role.

Procedure

Step 1

Login as System Administrator and click Global Roles in Security.

Step 2

In Global Roles window, check the required global role check box you want to delete and click Delete.

Step 3

Click OK to confirm the deletion.

Create a Folder Role

Complete the following procedure to create a folder role.

Procedure

Step 1

Login the CCDM Portal as System Administrator.

Step 2

Click the burger icon and select Security > Roles.

Step 3

In Roles window, click New.

Step 4

In Name field, enter new role name that reflects the permissions or category of the user it is intended.

Step 5

Optional, in Description field, enter description. It can be summary of the permissions granted.

Step 6

Select the tasks you want to enable the role.

Step 7

Click Save.

Assign a Folder Role

Complete the following procedure to assign a folder role.

Procedure

Step 1

Login the CCDM Portal as Administrator and click Security > Permissions.

Step 2

In Security Manager, click the location in the folder tree that contains the users or groups you want to assign folder roles to. Then, do one of the following:

  • Click the Users tab to see the users in that folder. (or)

  • Click the Groups tab to see the users in that folder.

Step 3

Check the check boxes beside the users or groups that you want to edit the permissions for.

Step 4

Click Change Permissions to change the folder roles for the selected users or groups.

Step 5

If you see a message that states that the current folder is inheriting permissions, and you want to stop this process and set different permissions for this folder, click Edit Item Security, and then click OK to confirm the action. Click Cancel if you do not want to set different permissions for the folder.

Step 6

If you are continuing to set folder roles, in the Folder Permissions dialog box, select a folder location from the folder tree on the left side of the screen, and one or more folder roles from the right side of the screen.

Step 7

Check the Change Permissions for Subfolders check box if you want to copy the changed permissions to the subfolders of the selected folder also.

Step 8

Click Save to see a summary of the folder roles that you changed.

Step 9

Click Confirm to apply the new folder roles.

Edit a Folder Role

Complete the following procedure to edit a folder role.

Procedure

Step 1

Login the CCDM Portal as Administrator and click Roles under Security.

Step 2

In Role Manager, click the name of the folder role you want to edit.

Step 3

Check the tasks you want to add to the folder role, and uncheck the tasks you want to remove from the folder role.

Step 4

Click Save to save your changes.

Delete a Folder Role

Complete the following procedure to delete a folder role:

Procedure

Step 1

To delete a folder role, in Role Manager, check the check box beside the folder role you want to delete.

Step 2

Click Delete, and then click OK.

You cannot delete a folder role that is still being used.
Global Role Tasks

Global roles such as Basic, Advanced, Host and System Administrator are applied to users or groups of users, enabling them to access the same set of functions on all the folders to which they have access. The following table displays a list of all available tasks configurable for a global role, accessed through Security > Global.

Global Task Name

Comments

Basic

Advanced

Security Manager

Displays Security Manager and Security Manager options on the user's tools page.

x

Service Manager

Displays Service Manager on the tools page.

x

System Manager

Displays System Manager on the tools page.

x

Advanced User

Displays a check box on the user settings page, enabling access to Advanced User mode, which displays the tools page on startup.

x

Manage site

Allows the user to save system settings, security settings, reporting settings, and provisioning settings on the Settings page.

Self skill

Allows the user to save system settings, security settings, reporting settings, and provisioning settings on the Settings page.

Browse Roles

Allows the user to view folder-based roles within Role Manager and Security Manager.

x

Manage Roles

Allows the user to create, modify, and delete folder-based roles within Security Manager > Role Manager.

Browse Global Roles

Allows the user to view global roles in Global Security Manager.

x

Manage Global Roles

Allows the user to add, modify, and delete global roles using Global Security Manager.

Browse Global Security

Enables Global Security Manager within the Security Manager tool on the home page. Access is view-only. Roles are unable to be edited.

x

Manage Global Security

Displays the Global Security Manager option within Security Manager tool on the tools page enabling the user to view and edit global security roles.

Browse Dimension type

Allows the user to select dimension types (such as Agent or Call Type) from an Item Type drop-down when creating a Parameter Set in Reports.

x

x

Bulk Import Dimensions

Allows the user to select dimension types (such as Agent or Call Type) from an Item Type drop-down when creating a Parameter Set in Reports.

x

Provision Agent

Allows the user to create and manage an Agent using System Manager, or Agent Team Manager, provided the user also has granted permission to Manage Dimensions on the specified folder, and Browse Connected Systems is enabled.

x

x

Provision Agent Desktop

Allows the user to add an Agent Desktop, through the New > Resource Items menu within System Manager, provided the user also has granted permission to Manage Dimensions on the specified folder, and Browse Connected Systems is enabled.

x

Provision Agent Team

Allows the user to add an Agent Team item to a folder, through the New > Resource Items menu within System Manager.

x

x

Provision Call Type

Allows the user to add a new Call Type to a folder using the System Manager, New > Resource Items menu.

x

Provision Dialed Number

Allows the user to provision new dialed Numbers.

x

Provision Directory Number

Allows the user to provision new directory numbers.

x

Provision Enterprise Skill Group

Allows the user to provision new Enterprise skill groups.

x

Provision Expanded Call Variable

Allows the user to create an Expanded Call Variable and manage its settings and active dates through System Manager > New Resource.

x

Provision Label

Allows the user to create labels through System Manager > Resource Folder > Resource Item.

x

Provision Person

Allows the user to provision a person using System Manager or Service Manager, provided the user also has granted permission to Manage Dimensions on the specified folder, and Browse Connected Systems is enabled.

x

Provision Service

Allows the user to provision and manage a service, including setting Service Level Type, associated Skill Groups, and peripherals, using System Manager.

x

Provision Skill Group

Allows the user to manage skill groups using System Manager, Skill Group Manager (within Service Manager) provided the user also has given permission to Manage Dimensions on the folder where the skill group is located.

x

Provision User Variable

Allows the user to provision a user-defined variable using System Manager.

x

Folder-Based Roles

You can apply roles to a specific folder, so that users that are assigned the folder-based role have access to the task-based permissions specified only for that folder. The following table lists the tasks available to create a folder-based role, using Security Manager > Role Manager. The Basic, Supervisor, and Advanced columns indicate whether the task is enabled by default for these preconfigured roles in Unified CCDM.

Name Comments Basic Supervisor Advanced
Folder Settings
Browse Folders Allows the user to see a folder in the folder tree. x x
Manage Folders Allows the user to edit, create, and remove folders in the specified folder. x
Users and Security
Browse Users Allows the user to view the details of all users in the specified folder. x x
Manage Users Allows the user to modify settings of users within the specified folder. x x
Reset passwords Allows the user to reset the password of other users within the specified folder. x
Manage Tenants Allows the user to manage the tenant items within the specified folder.
Manage Security Allows the user to modify security permissions on the selected folder. Access to the Security Manager tool is required. x
Dimensions and Prefixes
Browse Dimensions Allows the user to list system resources in the specified folder. x x
Manage Dimension Allows the user to edit, move, and delete dimensions such as agents, agent teams, or skill groups in the specified folder using System Manager. x x
Manage Dimension Memberships Allows the user to add, modify, and delete dimension memberships.
Clone Dimensions Allows user to copy agents. x
Browse Prefixes Allows the user to browse automatic resource movement prefixes in the specified folder on the prefix details tab of a tenant item in the System Manager. x
Manage Prefixes Allows the user to add and remove automatic resource movement prefixes in the specified folder on the prefix details tab of a tenant item in the System Manager.

Configure Gadgets

You can perform the following operations to configure gadgets:
Create Gadget
Procedure

Step 1

Login to the CCDM portal as tenant or sub-customer user.

Step 2

Click Gadget.

Step 3

Select Add Gadget from the drop-down list.

Step 4

Click Resource Manager.

Step 5

Click the burger icon and select a tenant.

Step 6

Select a resource from the search bar list.

The list includes Agent, Agent Desktop, Agent Team, Call Type, Department, Dialed number, Enterprise Skill Group, Expanded Call Variable, Label, Network Vru Script, Person, Precision Attribute, Precision Queue, Service, Service, Skill Group, and User Variable.

Step 7

Click Gadget > Save App, enter a name for the gadget and browse a folder to save the gadget.

Edit Gadget
Procedure

Step 1

Login to the CCDM portal as tenant or sub-customer user.

Step 2

Click Gadget and select Open App, choose the app that you have created.

Step 3

Select the gadget you want to modify.

Step 4

Select the required tenant and required resource to modify the gadget.

Step 5

Click App Name > Save App, click Yes to save the modified fields.

Delete Gadget
Procedure

Step 1

Login to the CCDM portal as tenant or sub-customer user.

Step 2

Click Gadget > Open App and select an app.

Step 3

Select the gadget that you want delete from the app and click Delete.

Step 4

Click Save to save the app.

Note

 

To delete an app, click Gadget > Delete App and click OK.

Provision Unified CCE Using Administration Workstation

Complete the following procedures to provision Unified CCE using Administration Workstation.


Note
  • The base configuration that you upload using the ICMdba tool will automatically provision other required elements of Unified CCE.
  • Administration Workstations can support remote desktop access. But, only one user can access workstation at a time. Unified CCE does not support simultaneous access by several users on the same workstation.

Set up Agent Targeting Rules

Complete the following procedure to configure individual agent targeting rules.

Procedure

Step 1

In the Configuration Manager, navigate to Configure ICM > Targets > Device target > Agent Targeting Rule or navigate to Tools > List Tools > Agent Targeting Rule.

Step 2

In the ICM Agent Targeting Rules dialog box, click Retrieve.

Step 3

Click Add.

Step 4

Enter a name for the rule.

Step 5

Choose a peripheral where the rule will be associated.

Step 6

Choose Agent Extension from the Rule Type drop-down list.

Step 7

Choose one or more routing clients that can initiate the route request.

Step 8

Enter the agent extension range.

Step 9

Click Save.

Provision Unified CCE Using Web Administration

Set Up Reason Code

Complete the following procedure to set up the reason code.

Procedure

Step 1

Login to the CCE Web Administration page, click Manage and select Reason Codes.

Step 2

Click New on the List of Reason Codes page to open the New Reason Code page.

Step 3

Complete fields as follows:

  1. In Text field, enter the relevant text for the reason code.

  2. In Code field, enter a unique positive number.

  3. Optional, in Description field, enter the description for the reason code.

Step 4

Save the reason code to return to the List page, where a message confirms the successful creation.

Provision Routing Script Using Internet Script Editor

Complete the following procedure to log in to ISE:

Procedure

Step 1

Launch Internet Script Editor iscriptEditor.exe.

Step 2

Enter your Username, Password and Domain.

Example:

If ISE user is in format iseuser1@domain.com then username will be iseuser1 and domain will be domain.com

Step 3

Click Connection.

Step 4

Enter the AW Server Address, Port, and ICM Instance Name.

Step 5

Click OK.

Step 6

Click OK.

Upgrade Internet Script Editor, if necessary.

Note

 
After login, you will see only the script items that the linked Unified CCDM user has access to view.

Business Hours

Business hours are the working hours during which you conduct business. You can create and modify business hours and set weekly and daily schedules for each business hour. You can create different business hour schedules for regular working days and holidays. You can also open or close the business hours if there is an emergency.

You can define the status reasons for business hours and assign codes for each status reason. Status reason is required when you force open or force close a business hour, and when you add special hours and holidays.

Add and Maintain Business Hours

Procedure

Step 1

In Unified CCE Administration, choose Organization > Business Hours.

Step 2

On the Business Hours page, click New to open the New Business Hours page.

Step 3

Complete the following information on the General tab and click Save.

Field Required? Description

Status

-

Select one of the following statuses for the business hour:

  • Open/Closed as per Business Calendar

  • Force Open

  • Force Close

Status Reason

Yes, if the status is Force Open or Force Close.

This field is enabled only if the status is Force Open or Force Close. Search and select a status reason for the business hour.

Name

Yes

Enter a unique name for the business hour. Maximum length is 32 characters. Valid characters are alphanumeric, period (.), and underscore (_). The first character must be alphanumeric.

Description

No

Enter a description of the business hour.

Time Zone

Yes

Select a time zone of the business hour from the drop-down list.

Department

-

Search and select a department to associate with the business hour. Default is Global.

Note

 

This is applicable for Packaged CCE deployment only.

Step 4

Click the Regular Hours tab and complete the following information:

  • Select one of the following Business Hour Type:

    • 24x7: Always open. You cannot customize the working hours.

    • Custom: You can customize the working hours.

  • If you select Custom, enable at least one business day and select the Start Time and End Time.

Step 5

Click the Special Hours & Holiday tab. You can either add or import special hours and holidays.

Step 6

Click Add to open the Add Special Hours & Holiday popup window. Complete the following information:

Field Required? Description

Date

Yes

Select a date from the calendar.

Description

No

Enter a description for the special hour.

Status

-

Select a status.

If the status is Open, the Start Time and End Time fields are enabled.

Start Time

Yes, if status is Open.

Select a start time for the special hour.

End Time

Yes, if status is Open.

Select an end time for the special hour.

Duration

-

Displays the duration of the special hour.

Status Reason

Yes

Search and select a status reason.

Step 7

Click Save to add the special hours and holidays.

Step 8

To import special hours and holidays, follow these steps.

  1. Click Import to open the Import Special Hours and Holidays pop-up window.

  2. Click the download icon to download the Special Hours & Holidays template. Use this template to enter the special hours and holidays.

  3. Click Choose File and browse to the special hours and holidays file. ClickImport to upload the file.

    Note

     

    The file must contain at least one special hour and holiday.

    The file must be in CSV format with a file extension as .txt or .csv.

Step 9

Click Export to download the special hours and holidays in .csv format.

Step 10

Click Save.

Note

 

The imported business hours overwrites the existing ones.

Add Business Hours by Copying an Existing Business Hour Record

You can create a new Business Hour record by copying an existing Business Hour record.

Procedure

Step 1

In Unified CCE Administration, choose Organization > Business Hours.

Step 2

Click the Business Hour you want to copy, and then click the Copy button in the Edit <Business Hour> page.

The New Business Hour page opens.

Step 3

Enter Name and Description for the Business Hour.

Step 4

Review the rest of the fields on the General, Regular Hours, and Special Hours & Holiday tabs that were copied from the original Business Hour record, and make any necessary changes.

Step 5

Click Save to return to the List window.

Add Status Reasons

This procedure explains how to add and maintain status reasons for business hours.

Procedure

Step 1

In Unified CCE Administration, choose Organization > Business Hours > Status Reasons.

Step 2

Click Add to open the Add Status Reason popup window.

Step 3

Enter the Status Reason. Maximum length is 255 characters.

Step 4

Enter a unique Reason Code. Range is 1001 to 65535. Codes 1 to 1000 are reserved as system-defined reason codes.

Step 5

Click Save.

To add more status reasons, repeat steps from 2 to 5.

Step 6

Click Done to return to the List window.

Edit Status for Multiple Business Hours

Perform the following steps to edit the status of multiple business hours at once.

Procedure

Step 1

On the Business Hours page, select two or more business hours to edit.

Step 2

Choose Edit > Status to open the Edit Business Hours page.

Step 3

Check the Status check box and select the required status.

Step 4

If you select the status as Force Open or Force Close, search and select a Status Reason.

Step 5

Click Save.

Edit Schedule for Multiple Business Hours

Perform the following steps to edit schedules of multiple business hours at once.

Procedure

Step 1

On the Business Hours page, select two or more business hours to edit.

Step 2

Choose Edit > Schedule to open the Edit Business Hours page.

Step 3

Check the Time Zone check box and the select the required time zone from the drop-down list.

Step 4

Check the Type check box and select the required business hour type.

Step 5

If you select Custom, enable atleast one business day and select the Start Time and End Time.

Step 6

Click Save.

Configure Yearly Schedules

You can configure and maintain Business Hour schedules for the whole year.

Procedure

Step 1

Configure the regular working hours for weekdays.

Step 2

Configure Special Hours & Holidays schedules for whole year by doing the following:

  1. Add the Special Hours & Holidays details for all the special hours and holidays for the whole year into the CSV template file.

  2. On the Import Special Hours & Holidays page, click Choose File and browse to the special hours and holidays file.

  3. ClickImport to upload the file.

    After you import the configuration file, the BH configurations are loaded on the Business Hours page. Validate the configurations.

  4. Click Save.

Note

 

When you update the configured Business Hours, remove any elapsed schedules and then update the new schedules for any new special hours or holidays in a Business Hour configuration.

Unified CVP Administration

Provisioning Unified CVP Using Unified CCDM

Uploading the Media File

Procedure

Step 1

Log into CCDM Portal.

Step 2

In Resource Manager, navigate to the CVP assigned default import tenant.

Step 3

Click Resource and select Mediafile.

Step 4

Select the media server on which the file has to be uploaded.

Step 5

Click Add file(s) to add media files.

Step 6

Click Save.

Uploading the IVR Script

Procedure

Step 1

Log into the CCDM Portal

Step 2

In Resource Manager, select the CVP assigned default import tenant.

Step 3

Click Resource and select IVR app.

Step 4

Select the VXML servers on which the IVR script has to be uploaded.

Step 5

Click Add file(s) to add IVR files (.zip files).

Step 6

Click Save.

Unified Communication Manager Administration

Provision Unified Communications Manager Using UCDM

CRUD Operations for UCDM Objects

Following table provides an information of create, update or delete operations for UCDM objects.


Note

Bulk upload is supported only for create operations. See, CRUD Operations for UCDM Objects

Object

Create

Read

Update

Delete

Bulk Upload

Contact Center Servers

See, Configure Contact Center Servers

x x x x x

Contact Center Services

See, Configure Contact Center Services

x x x x x

SIP Trunks

See, Configure SIP Trunks

x x x x x

Route Group

See, Configure Route Groups

x x x x x

Route List

See, Configure Route List

x x x x x

Route Patterns

See, Configure Route Patterns

x x x x x

Directory Number and Lines

See, Configure Directory Number Inventory and Lines

x x x x x

Phones

See, Configure Phones

x x x x x

Regions

See, Configure Regions

x x x x x

Class of Service

See, Configure Class of Service

x x x x x

Device Pools

See, Configure Device Pool

x x x x x

Provisioning Contact Center Server and Contact Center Services

This section describes the procedure to configure contact center servers and services. Configuring server enables CUCM to communicate with Contact Center during call transfer from agent to agent and routing a call back to the customer voice portal (CVP). Configuring services enables internal service calls to be routed to CUBE for contact center process.

Configure Contact Center Servers

A Contact Center Server can be configured only for the customer assigned to a specific Cisco Unified Communications Manager.

Add Contact Center Servers
Procedure

Step 1

Login to the UCDM server using provider or reseller admin credentials.

Step 2

Set the hierarchy according to the customer level.

Step 3

Select Services > Contact Center > Servers.

Step 4

Click Add.

Step 5

Enter the contact center server name.

Step 6

Select the appropriate CUCM from the CUCM drop-down list.

Step 7

Enter the transfer conference pattern number.

This creates a CTI Route Point and associates with the default application user (pguser).

Step 8

Enter the network VRU pattern.

This creates route pattern associated with CVP trunk and CUBE trunk.

Step 9

Expand SIP trunk section and configure the CVP trunk.

  1. Select CVP trunk from Trunk Destination Type drop-down list.

  2. Expand Destination Addresses and enter the trunk destination address and trunk destination port.

  3. Select the appropriate trunk security profile from the drop-down list.

Step 10

Expand SIP trunk section and configure the CUBEE trunk.

  1. Select CUBEE trunk from Trunk Destination Type drop-down list.

  2. Expand Destination Addresses and enter the trunk destination address and trunk destination port.

  3. Select the appropriate trunk security profile from the drop-down list.

Step 11

Click Save.

Edit Contact Center Servers
Procedure

Step 1

Login to the UCDM server using provider or reseller admin credentials.

Step 2

Set the hierarchy according to the customer level.

Step 3

Select Services > Contact Center > Servers.

Step 4

Click the contact center server that you want to edit and modify the required fields.

Note

 

You cannot change contact center server name.

Step 5

Click Save.

Delete Contact Center Servers
Before you begin

Delete the contact center service and parameters associated with contact center server.

Procedure

Step 1

Login to the UCDM server using provider or reseller admin credentials.

Step 2

Set the hierarchy according to the customer level.

Step 3

Select Services > Contact Center > Servers.

Step 4

Click the contact server that you want delete.

Step 5

Click Save.

Configure Contact Center Services
Add Contact Center Services
Procedure

Step 1

Login to the UCDM server using provider or reseller admin credentials.

Step 2

Set the hierarchy to the customer or site level.

Step 3

Select Services > Contact Center > Service.

Step 4

Click Add.

Step 5

Enter the contact center service name

Step 6

Select the associated contact center server name from the drop-down list.

Step 7

Expand Internal Service Numbers section , enter the service number pattern ( pattern that is used to route internal service calls to the CUBE) .

Step 8

Click Save.

Note

 

Adding Contact center server and services in UCDM creates application user , Trunk , CTI route point , Route group , Route Pattern as default configuration.

For additional CTI Route Points, see Set Up CTI Route Point

Edit Contact Center Services
Procedure

Step 1

Log in to the Unified CDM server using provider or reseller admin credentials.

Step 2

Set the hierarchy according to the customer level.

Step 3

Select Services > Contact Center > Services.

Step 4

Click the contact center service that you want to edit and modify the required fields.

Note

 

You cannot change contact center service name.

Step 5

Click Save.

Delete Contact Center Services
Procedure

Step 1

Log in to the Unified CDM server using provider or reseller admin credentials.

Step 2

Set the hierarchy according to the customer level.

Step 3

Select Services > Contact Center > Services.

Step 4

Click the contact center service that you want to delete.

Step 5

Click Delete.

Configure SIP Trunks

Add SIP Trunks
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to SIP Trunks:

  • For provider or reseller administrator Device Management > CUCM > SIP Trunks

  • For customer administrator Device Management > Advanced > SIP Trunks

Step 4

Click Add to create SIP trunk.

Step 5

Perform the following, In Device Information tab:

  1. Choose required IP address from CUCM drop-down list that you want to add SIP trunk.

  2. Enter a unique SIP trunk name in Device Name field.

  3. Choose Device Pool from the drop-down list.

  4. Check Run On All Active Unified CM Nodes check-box, if required.

Step 6

Goto SIP Info tab and perform the following:

  1. Click Add icon in Destination panel.

  2. Enter destination IP address in Address IPv4 field.

    Note

     

    To create the SIP trunk from CUCM to CVP, CUBE or any other destinations, enter IP addresses of respective devices.

  3. Change Port, if required.

  4. Enter Sort Order to prioritize multiple destinations.

    Note

     

    Lower sort order indicates higher priority.

  5. Choose an appropriate option from SIP Trunk Security Profile drop-down list.

  6. Choose sip profile from the drop-down list.

Repeat this step to add another trunk.

Step 7

Click Save.

Edit SIP Trunks
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to SIP Trunks:

  • For provider or reseller administrator Device Management > CUCM > SIP Trunks

  • For customer administrator Device Management > Advanced > SIP Trunks

Step 4

Click the SIP trunk that you want to edit and modify the required fields.

Step 5

Click Save.

Delete SIP Trunks
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to SIP Trunks:

  • For provider or reseller administrator Device Management > CUCM > SIP Trunks

  • For customer administrator Device Management > Advanced > SIP Trunks

Step 4

Click the SIP trunk that you want to delete.

Step 5

Click Delete.

Configure Route Groups

Before you begin

Ensure SIP Trunks are configured. See, Configure SIP Trunks.

Perform the following instruction to configure route groups.

Add Route Group
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route Groups:

  • For provider or reseller administrator Device Management > CUCM > Route Groups

  • For customer administrator Device Management > Advanced > Route Groups

Step 4

Click Add to create route group.

Step 5

Choose required IP address from CUCM drop-down list to add route group.

Step 6

Enter a unique name in Route Group Name field.

Step 7

Click Add icon in Members panel.

Step 8

Choose an appropriate SIP trunk from Device Name drop-down list.

Note

 

When a SIP trunk is selected, it will select all the ports on the device.

Step 9

Click Save.

Edit Route Group
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route Groups:

  • For provider or reseller administrator Device Management > CUCM > Route Groups

  • For customer administrator Device Management > Advanced > Route Groups

Step 4

Click the route group from the list that you want to edit and modify required fields.

Step 5

Click Save.

Delete Route Group
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route Groups:

  • For provider or reseller administrator Device Management > CUCM > Route Groups

  • For customer administrator Device Management > Advanced > Route Groups

Step 4

Click the route group from the list that you want to delete.

Step 5

Click Delete.

Configure Route List

Before you begin

Ensure Route Groups are configured. See, Configure Route Groups.

Perform the following instructions to configure route list:

Add Route List
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route List:

  • For provider or reseller administrator Device Management > CUCM > Route List

  • For customer administrator Device Management > Advanced > Route List

Step 4

Click Add to create route list.

Step 5

Choose required IP address from CUCM drop-down list to add route list.

Step 6

Enter a unique route list name in Name field.

Step 7

Click Add icon in Route Group Items panel.

Step 8

Choose the route group from Route Group Name drop-down list.

Step 9

Click Save.

Edit Route List
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route List:

  • For provider or reseller administrator Device Management > CUCM > Route List

  • For customer administrator Device Management > Advanced > Route List

Step 4

Click the route list from the list that you want to edit and modify the required fields.

Step 5

Click Save.

Delete Route List
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route List:

  • For provider or reseller administrator Device Management > CUCM > Route List

  • For customer administrator Device Management > Advanced > Route List

Step 4

Click the route list from the list that you want to delete.

Step 5

Click Delete.

Configure Route Patterns

Before you begin

Ensure Route Lists are configured. See Configure Route List.

Perform the following instructions to configure route patterns:

Add Route Pattern
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route Patterns:

  • For provider or reseller administrator Device Management > CUCM > Route Patterns

  • For customer administrator Device Management > Advanced > Route Patterns

Step 4

Click Add to create route pattern.

Step 5

Perform the following, In Pattern Defination tab:

  1. Choose required IP address from CUCM drop-down list that you want to add route pattern.

  2. Enter a unique name in Route Pattern field.

  3. Choose either route list or trunk from respective drop-down list, in Destination (Only Choose Route List or Gateway) panel.

Step 6

Click Save.

Edit Route Patterns
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route Patterns:

  • For provider or reseller administrator Device Management > CUCM > Route Patterns

  • For customer administrator Device Management > Advanced > Route Patterns

Step 4

Click the route pattern from the list that you want to edit and modify the required fields.

Step 5

Click Save.

Delete Route Pattern
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Route Patterns:

  • For provider or reseller administrator Device Management > CUCM > Route Patterns

  • For customer administrator Device Management > Advanced > Route Patterns

Step 4

Click the route pattern from the list that you want to delete.

Step 5

Click Delete.

Configure Cisco Unified CM Group

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Unified CM Groups.

  • For provider or reseller administrator Device Management > CUCM > Unified CM Groups

  • For customer administrator Device Management > Advanced > Unified CM Groups

Step 4

Enter unique Unified CM group name in Name field.

Step 5

Click Add icon in Unified CM Group items panel.

Step 6

Enter Priority.

Step 7

Choose appropriate CUCM from Selected Cisco Unified Communications Manager field.

Step 8

Click Save.

Configure Device Pool

Ensure that Cisco Unified CM Group is configured. See, Configure Cisco Unified CM Group.

Add Device Pool
Procedure

Step 1

Login to Cisco Unified Communications Domain Manager as provider/reseller or customer admin.

Step 2

Ensure that hierarchy is set to node where CUCM is configured.

Step 3

Navigate to Device pool:

  • For provider/reseller Device Management > CUCM > Device Pools

  • For customer admin Device Management > Advanced > Device Pools

Step 4

Click Add.

Step 5

Choose Network Device List from the drop-down list.

Step 6

In Device Pool Settings tab:

  1. Enter Device Pool Name.

  2. Choose call manager group from Cisco Unified Communication Manager drop-down list.

Step 7

Goto Roaming Sensitive Settings tab:

  1. Choose Date/Time Group from drop-down list.

  2. Choose Region from drop-down list.

  3. Choose SRST Reference from drop-down list

Step 8

Click Save.

Edit Device Pool
Procedure

Step 1

Login to Cisco Unified Communications Domain Manager as provider/reseller or customer admin.

Step 2

Navigate to Device pool:

  • For provider/reseller Device Management > CUCM > Device Pools

  • For customer admin Device Management > Advanced > Device Pools

Step 3

Click device pool from the list that you want to edit and modify the required fields.

Step 4

Click Save.

Delete Device Pool
Procedure

Step 1

Login to Cisco Unified Communications Domain Manager as provider/reseller or customer admin.

Step 2

Navigate to Device pool:

  • For provider/reseller Device Management > CUCM > Device Pools

  • For customer admin Device Management > Advanced > Device Pools

Step 3

Click device pool from the list that you want to delete.

Step 4

Click Delete.

Configure Directory Number Inventory and Lines

Add Directory Number Inventory
Before you begin

Ensure Site dial plan is created, see Add Site Dial Plan.

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as a provider, reseller or customer.

Step 2

Ensure that hierarchy path is set to appropriate customer.

Step 3

Navigate to Dial Plan Management > Customer > Number Management > Add Directory Number Inventory.

Step 4

Choose Site from drop-down list that you want to add directory numbers.

Step 5

Enter Starting Extension value.

Step 6

If you want to set the range, enter Ending Extension value.

Step 7

Click Save.

Newly added directory number to inventory does not add directory number to Cisco Unified Communication Manager unless it is associated with a phone.

Edit Lines
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as a provider, reseller or customer.

Step 2

Ensure that hierarchy path is set to appropriate customer.

Step 3

Navigate to Subscriber Managemet > Lines.

Step 4

Click line from the list that you want to edit and modify the required fields.

Step 5

Click Save.

Delete Lines
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as a provider, reseller or customer.

Step 2

Ensure that hierarchy path is set to appropriate customer.

Step 3

Navigate to Subscriber Managemet > Lines.

Step 4

Click line from the list that you want to delete.

Step 5

Click Delete.

Configure Phones

Before you begin

Ensure Directory Number Inventory is created, see Add Directory Number Inventory

Perform the following instructions to configure phones:

Add Phones
Perform the following to add phone for provider, reseller or customer.
Add Phones as Provider or Reseller
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider or reseller .

Step 2

Ensure that hierarchy is set to appropriate site.

Step 3

Navigate to Subscriber Management > Phones.

Step 4

Click Add.

Step 5

Enter a unique Device Name with the prefix SEP.

Example:
SEPA1B2C3D4E5F6

Step 6

Choose Product Type from the drop-down list.

Step 7

Choose Device Protocol from the drop-down list.

Step 8

Choose Calling Search Space from drop-down list.

Step 9

Choose Device Pool from drop-down list.

Step 10

Choose Location from drop-down list.

Step 11

Goto Lines tab and perform the following:

  1. Click Add icon in Lines panel to add line.

  2. Choose directory number from Pattern drop-down list, in Dirn panel.

  3. Choose Route Partition Name from drop-down list.

Step 12

Click Save.

Add Phones as Customer
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as customer.

Step 2

Ensure that hierarchy is set to appropriate site.

Step 3

Navigate to Subscriber Management > Phones.

Step 4

Click Add.

Step 5

Choose Product Type from the drop-down list.

Step 6

Choose Protocol from the drop-down list.

Step 7

Enter a unique Device Name with the prefix SEP.

Example:
SEPA1B2C3D4E5F6

Step 8

Choose Calling Search Space from drop-down list.

Step 9

Goto Advanced Information tab and perform the following:

  1. Choose Device Pool from drop-down list.

  2. Choose Location from drop-down list.

Step 10

Goto Lines tab and perform the following:

  1. Click Add icon in Lines panel to add line.

  2. Choose directory number from Pattern drop-down list, in Dirn panel.

  3. Choose Route Partition Name from drop-down list.

Step 11

Click Save.

Edit Phones
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer.

Step 2

Ensure that hierarchy is set to appropriate site.

Step 3

Navigate to Subscriber Management > Phones.

Step 4

Click phone from the list that you want to edit and modify the required field.

Step 5

Click Save.

Delete Phones
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer.

Step 2

Ensure that hierarchy is set to appropriate site.

Step 3

Navigate to Subscriber Management > Phones.

Step 4

Click phone from the list that you want to delete.

Step 5

Click Delete.

Configure Regions

Add Regions
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Device Management > CUCM > Regions.

Step 4

Click Add.

Step 5

Choose CUCM from the drop-down list.

Step 6

Enter unique region name in Name field.

Step 7

Expand Related Regions.

Step 8

Choose Use System Default from Immersive Video Bandwidth (Kbps) drop-down list.

Step 9

Keep the default selection in Audio Bandwidth (Kbps) drop-down list.

Step 10

Choose Use System Default from Video Bandwidth (Kbps) drop-down list.

Step 11

Choose Use System Default from Audio Codec Preferrence drop-down list.

Default codec is G.711.

Step 12

Choose Region Name from drop-down list.

Step 13

Click Save.

Edit Regions
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Device Management > CUCM > Regions.

Step 4

Click the regions from the list that you want to edit and modify the required fields.

Step 5

Click Save.

Delete Regions
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to the node where Unified Communication Manager is configured.

Step 3

Navigate to Device Management > CUCM > Regions.

Step 4

Click the region that you want to delete.

Step 5

Click Delete.

Configure Class of Service

Use this procedure to create a new Calling Search Space (CSS) or edit an existing CSS that is tied to a site. The CSS can be used as a Class of Service (COS) for a device or line, or any of the other templates that rely on COS to filter different features.

Add Class of Service
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to valid site under customer.

Step 3

Navigate Dial Plan Management > Site > Class of Service

Step 4

Click Add.

Step 5

Enter unique Class of Service Name.

This name can use alphanumeric characters, periods, underscores, hyphens and spaces, it should not exceed 50 characters. You can also make use of macros that are available in the system to create a Class Of Service name. Macros allow you to dynamically add site IDs, customer IDs, and other types of information to the CSS.

Example:
Cu1-24HrsCLIP-PT-{{macro.HcsDpSiteName}}

Step 6

Expand Member panel to add partition.

Step 7

Choose partition from drop-down list under Selected Partitions column.

Note

 

  • Click Add icon to add more partitions, repeat this step to add desired members to this Class of Service.

  • Add Cu<CUSTOMER_ID>CC<CC_SERVER_ID>-Xfer4CCServer-PT to the Class of Service partition member list.

Step 8

Click Save.

Edit Class of Service
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to valid site under customer.

Step 3

Navigate Dial Plan Management > Site > Class of Service

Step 4

Click Class of Service from the list that you want to edit and modify the required fields.

Step 5

Click Save.

Delete Class of Service
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer admin.

Step 2

Ensure that hierarchy is set to valid site under customer.

Step 3

Navigate Dial Plan Management > Site > Class of Service

Step 4

Click Class of Service from the list that you want to delete.

Step 5

Click Delete.

Associate Phone to Application User

Before you begin

Phones should be added, see Add Phones

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider, reseller or customer.

Step 2

Ensure that hierarchy is set to appropriate site.

Step 3

Navigate to Subscriber Management > Agent Lines.

Step 4

Click Add to add new agent line.

Step 5

Choose Phones from Device Type drop-down list.

Step 6

Choose device from Device Name drop-down list.

Step 7

Choose Line from drop-down list.

Step 8

Choose Application User from drop-down list.

Step 9

Click Save.

Disassociate Unified Communication Manager from UCDM

To retain Unified Communication Manager configurations, perform the following before deleting the customer:

Procedure

Step 1

Login to UCDM as provider or reseller.

Step 2

Choose the customer from hierarchy that you want to disassociate CUCM.

Step 3

Navigate to Device Management > CUCM > Servers.

Step 4

Click the CUCM that you want to disassociate.

Step 5

Click Remove icon in Network Addresses panel.

Step 6

Click Save.

Built-in-Bridge

Built-in-Bridge (BIB) is not enabled by default for the phones. It is disabled at the system level as it is not used by all the customer by default. It is used only by the customers having Contact Center.

The provider has to perform the following procedures to enable BIB for the customers having contact center.


Note

Create a new Field Display Policies at the customer level and add Built-in Bridge to the list.

Configure the Built-in-Bridge
Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as provider.

Step 2

Navigate Role Management > Field Display Policies.

Step 3

Ensure that hierarchy is set to the appropriate customer.

Step 4

Select the SubscriberPhoneMenuItemProvider.

Step 5

In the details page, go to Action menu and click Clone.

Step 6

Enter SubscriberPhoneMenuItemProvider as the name.

Step 7

Select relation/SubscriberPhone from the Target Model Type drop-down list.

Step 8

Expand Groups section and enter Phone for Title.

Step 9

Select builtInBridgeStatus from the Available list and click Select.

Step 10

Click Save.

Enable or Disable the Built-in-Bridge
Before you begin

Ensure that you configure Built-in-Bridge. See, Configure the Built-in-Bridge.

Procedure

Step 1

Login to Cisco Unified Communication Domain Manager as a provider.

Step 2

Ensure that hierarchy is set to the appropriate customer.

Step 3

Navigate Subscriber Management > Phones and select the appropriate phone.

Step 4

In the Phone tab:

  • To enable BIB choose On from the Built in Bridge drop-down list.

  • To disable BIB choose Off from the Built in Bridge drop-down list.

Step 5

Click Save.

Bulk Operations Using UCDM

The bulk upload option is used for importing large numbers of resource items into Cisco Unified Communications Domain Manager (UCDM). It is used to generate resources for UCDM objects by filling in the resource attributes using the standard .xlsx format. All .xlsx files require headers that dictate where each value goes. These headers are provided by templates that can be downloaded from the appropriate Bulk Upload page in UCDM.

There are three ways to provision the bulk upload:

  1. HCS Intelligent Loader (HIL)

  2. Cisco Unified Communications Domain Manager Administrative tools/bulkloader

  3. Cisco Unified Communications Domain Manager REST API

For more information on provisioning bulk upload, see Cisco Unified Communications Domain Manager, Bulk Provisioning Guide. You can find this guide on the Component Documentation tab here:http://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-version-10-6-1/model.html#~tab-solution-documentation.

Cisco Unified Communications Domain Manager Administration Tools/Bulkloader
Export Bulk Load
Procedure

Step 1

Login to Unified Communication Domain Manager as provider, reseller or customer.

Step 2

Ensure the hierarchy is set to appropriate level for required UCDM object.

Step 3

Goto the required form of any UCDM object that supports bulk load.

Step 4

Click Action and click Export Bulk Load Template in submenu.

Step 5

Save Bulk load Template in .xlsx format in your local drive.

Bulk Load Sheets

An exported bulk load template is a workbook containing a single sheet and serves as the basis for bulk loading. A workbook can also be created that contains more than one sheet as a tabbed workbook.

For tabbed workbooks, bulk load transactions are carried out from the leftmost sheet or tab to the rightmost. For example, if a site is to be added under a customer, the customer sheet tab should be to the left of the associated site.

The spreadsheet workbook is in Microsoft Excel .xlsx format. The maximum file upload size is 4GB. You can enter any name for the workbook or enter the same filename and load the file multiple times, although it is appropriate to use different names.

To bulk load data, preliminary steps need to be carried out. Verify existing information on the sheet and determine required information in order to complete the required data and prepare the spreadsheet.

Perform Bulk Upload
Procedure

Step 1

Login to Unified Communication Domain Manager as provider, reseller or customer.

Step 2

Ensure the hierarchy is set to appropriate level for required UCDM object.

Step 3

Navigate to Administrative Tools > Bulk Load.

Step 4

Click Browse to open file upload dialog box.

Step 5

Click Bulk Load File.

Note

 

If you want to check the status of bulk load, navigate to Administrative Tools > Transactions.

Increase the SW MTP and SW Conference Resources

Procedure

Step 1

Login to the CUCM Administration web page.

Step 2

Under the System tab, select the Service Parameter.

Step 3

Select the CUCM server from the drop-down list.

Step 4

Select the Cisco IP Voice Media Streaming App service.

Step 5

Modify the Conference Bridge (CFB) parameters and the Media Termination Point (MTP) parameters field as following:

  • SW CFB:

    Default total conference parties : 48 (16 CFB 3-party sessions)

    Maximum conference parties : 256 (85 CFB 3-party sessions)

  • SW MTP:

    Default total MTP parties : 48 (24 MTP sessions with 2-parties per session)

    Maximum MTP parties : 512 (256 MTP sessions)

Single Sign-on Administration

Set up the System Inventory for Single Sign-On

Set up the System Inventory before configuring the Cisco Identity Service (Cisco IdS) and the components for single sign-on. By default, the System Inventory displays a list of all AWs, Routers, and Peripheral Gateways in the deployment.

The Principal AW (Admin Workstation) is responsible for managing background tasks that are run periodically to sync configuration with other solution components, such as SSO management, Smart Licensing, etc.

Select the Principal AW to manage to register the components with the Cisco IdS and enabling them for SSO. Add the remaining SSO-capable machines to the System Inventory, and select the default Cisco IdS for each of the SSO-capable machines.

Procedure

Step 1

In Unified CCE Administration, navigate to Features > Single Sign-On.

Step 2

Set the Principal AW:

  1. Click the AW that you want to be the Principal AW.

    Note

     

    If the AW is coresident with the Router, you can set the Principal AW on the Router.
    The Edit AW popup window opens.

  2. Check the Principal AW check box on the General tab.

  3. Enter the Unified CCE Diagnostic Framework Service domain, username, and password.

    These credentials must be for a domain user who is a member of the Config security group for the instance. These credentials must be valid on all CCE components in your deployment (Routers, PGs, AWs, and so on).

  4. Click Save.

Step 3

Add the SSO-capable machines to the System Inventory:

  1. Click New.

    The Add Machine popup window opens.

  2. From the Type drop-down, select one of the following types of machines:

    • Finesse Primary

    • CUIC, LD, IdS Publisher, if you’re using coresident deployment applicable for 2000 agent reference design.

    • Unified Intelligence Center Publisher, if you're using a standalone Unified Intelligence Center

    • Identity Service Primary, if you're using a standalone Cisco IdS

  3. In the Hostname field, enter the FQDN, IP address, or hostname of the machine.

    Note

     

    If you don’t enter the FQDN, the system converts the value you enter to FQDN.

  4. Enter the machine's Administration credentials.

  5. Click Save.

    The machine and its related Subscriber or Secondary machine are added to the System Inventory.

  6. Repeat this procedure to add all of the SSO-capable machines in the deployment.

Step 4

Select the default Identity Service for each of the following machines:

  • All Unified CCE AW servers

  • Finesse Primary and Secondary

  • Unified Intelligence Center Publisher and Subscriber

Note

 

If you're using a coresident CUIC, LD, Ids Publisher and Subscriber, you don't need to set the default Cisco IdS for those machines.

In a standalone deployment, select the Cisco IdS that's deployed on the same Data Center Side (A or B) as the machine that you're configuring. For example, in the Reference Deployment:

  • Select the Identity Service Publisher (IdS A) for AW-HDS-DDS 1, AW-HDS 3, Finesse 1 Pub, Finesse 2 Pub, CUIC Pub, and CUIC Sub 1.

  • Select the Identity Service Subscriber (Ids B) for AW-HDS-DDS 2, AW-HDS 4, Finesse 1 Sub, Finesse 2 Sub, CUIC Sub 2, and CUIC Sub 3.

For details on the Reference Deployment, see Solution Design Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.

  1. Click a machine to open the Edit Machine popup window.

  2. Click the Search icon next to Default Identity Service to open the Select Identity Service popup window.

  3. Enter the machine name for the Cisco IdS in the Search field and choose the Cisco IdS from the list.

  4. Click Save.

Configure the Cisco Identity Service

The Cisco Identity Service (Cisco IdS) provides authorization between the Identity Provider (IdP) and applications.

When you configure the Cisco IdS, you set up a metadata exchange between the Cisco IdS and the IdP. This exchange establishes a trust relationship that then allows applications to use the Cisco IdS for single sign-on. You establish the trust relationship by downloading a metadata file from the Cisco IdS and uploading it to the IdP. You can then select settings related to security, identify clients of the Cisco IdS service, and set log levels and, if desired, enable Syslog format.

Procedure

Step 1

In Administration, navigate to Features > Single Sign-On.

Note

 

Use a log in name in the format username@FQDN to log in to the Administration.

Step 2

Click Identity Service Management.

Result:

The Cisco Identity Service Management window opens.

Step 3

Enter your user name, and then click Next.

Step 4

Enter your password, and then click Sign In.

The Cisco Identity Service Management page opens, showing the Nodes, Settings, and Clients icons in the left pane.

Step 5

Click Nodes.

The Nodes page opens to the overall Node level view and identifies which nodes are in service. The page also provides the SAML Certificate Expiry details for each node, indicating when the certificate is due to expire. The node Status options are Not Configured, In Service, Partial Service, and Out of Service. Click a status to see more information. The star to the right of one of the Node names identifies the node that is the primary publisher.

Step 6

Click Settings.

Step 7

Click IdS Trust.

Step 8

To begin the Cisco IdS trust relationship setup between the Cisco IdS and the IdP, click Download Metadata File to download the file from the Cisco IdS Server.

Step 9

Click Next.

Step 10

To upload the trusted metadata file from your IdP, browse to locate the file.

The Upload IdP Metadata page opens and includes the path to the IdP. When the file upload finishes, you receive a notification message. The metadata exchange is now complete, and the trust relationship is in place.

Step 11

Clear the browser cache.

Step 12

Enter the valid credentials, when page is redirected to IdP.

Step 13

Click Next.

The Test SSO Setup page opens.

Step 14

Click Test SSO Setup.

A message appears telling you that the Cisco IdS configuration has succeeded.

Step 15

Click Settings.

Step 16

Click Security.

Step 17

Click Tokens.

Enter the duration for the following settings:

  • Refresh Token Expiry -- The default value is 10 hours. The minimum value is 2 hours. The maximum is 24 hours.

  • Authorization Code Expiry -- The default value is 1 minute, which is also the minimum. The maximum is 10 minutes.

  • Access Token Expiry -- The default value is 60 minutes. The minimum value is 5 minutes. The maximum is 120 minutes.

Step 18

Set the Encrypt Token (optional); the default setting is On.

Step 19

Click Save.

Step 20

Click Keys and Certificates.

The Generate Keys and SAML Certificate page opens and allows you to:

  • Regenerate the Encryption/Signature key by clicking Regenerate. A message appears to say that the Token Registration is successful and advises you to restart the system to complete the configuration.

  • Regenerate the SAML Certificate by clicking Regenerate. A message appears to say that the SAML certificate regeneration is successful.

Step 21

Click Save.

Step 22

Click Clients.

The Clients page identifies the existing Cisco IdS clients, providing the client name, the client ID, and a redirect URL. To search for a particular client, click the Search icon above the list of names and type the client's name.

Step 23

To add a client:

  1. Click Add Client.

  2. Enter the client's name.

  3. Enter the Redirect URL. To add more than one URL, click the plus icon.

  4. Click Add (or click Clear and then click the X to close the page without adding the client).

Step 24

To edit or delete a client, highlight the client row and click the ellipses under Actions. Then:

  • Click Edit to edit the client's name, ID, or redirect URL. On the Edit Client page, make changes and click Save (or click Clear and then click the X to close the page without saving edits).

  • Click Delete to delete the client.

Step 25

Click Settings.

Step 26

From the Settings page, click Troubleshooting to perform some optional troubleshooting.

Step 27

Set the local log level by choosing from Error, Warning, Info (the default), Debug, or Trace.

Step 28

To receive errors in Syslog format, enter the name of the Remote Syslog Server in the Host (Optional) field.

Step 29

Click Save.

You can now:

  • Register components with the Cisco IdS.

  • Enable (or disable) SSO for the entire deployment.

Register Components and Set Single Sign-On Mode

If you add any SSO-compatible machines to the System Inventory after you register components with the Cisco IdS, those machines are registered automatically.

Before you begin

  • Configure the Cisco Identity Service (Cisco IdS).

  • Disable popup blockers. It enables viewing all test results correctly.

  • If you are using Internet Explorer, verify that:

    • It is not in the Compatibility Mode.

    • You are using the fully qualified domain name of AW to access the CCE Administration (for example, https://<FQDN>/cceadmin).

Procedure

Step 1

In the Unified CCE Administration, navigate to Features > Single Sign-On.

Step 2

Click the Register button to register all SSO-compatible components with the Cisco IdS.

The component status table displays the registration status of each component.

If a component fails to register, correct the error and click Retry.

Step 3

Click the Test button. When the new browser tab opens, you may be prompted to accept a certificate. In order for the page to load, accept any certificates. Then, when presented with a log in dialog, log in as a user with SSO credentials.

The test process verifies that each component has been configured correctly to reach the Identity Provider, and that the Cisco IdS successfully generates access tokens. Each component that you are setting up for SSO is tested.

The component status table displays the status of testing each component.

If a test is unsuccessful, correct the error, and then click Test again.

Test results are not saved. If you refresh the page, run the test again before enabling SSO.

Step 4

Select the SSO mode for the system from the Set Mode drop-down menu:

  • Non-SSO: This mode disables SSO for all agents and supervisors. Users log in using existing Active Directory-based local authentication.

  • Hybrid: This mode allows you to enable agents and supervisors selectively for SSO.

  • SSO: This mode enables SSO for all agents and supervisors.

The component status table displays the status of setting the SSO mode on each component.

If the SSO mode fails to be set on a component, correct the error, and then select the mode again.