Cisco Hosted Collaboration Solution for Contact Center Configuration Guide 12.5(1)

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Book Title

Cisco Hosted Collaboration Solution for Contact Center Configuration Guide 12.5(1)

Chapter Title

Appendix

Results

Updated:
February 5, 2020

Chapter: Appendix

Appendix

Migrate CCE Servers to the New Domain

Associate Virtual Machine with New Domain

Complete the following procedure to associate the virtual machine with the new domain.

Procedure

Step 1

Login to the machine using the local Administrator account.

Step 2

Launch Server Manger and click Change System Properties.

Step 3

Remove the machine from the old domain and reboot.

Step 4

Login to the machine again using the local Administrator account.

Step 5

Launch Server Manger and click Change System Properties.

Step 6

Enter the Fully Qualified Domain Name and click OK.

Step 7

Enter the domain administrator username and password.

Step 8

Reboot the server and log in to the domain with the domain credentials.

Associate Unified CCE with New Domain

Complete the following steps to associate the Unified CCE with the new domain.

Procedure

Step 1

Open the Domain Manager application from the Cisco Unified CCE Tools folder.

Step 2

Choose All Programs > Cisco Unified CCE Tools > Domain Manager.

Step 3

Choose the Domain Name.

Step 4

Add the Cisco Root organizational unit (OU), a Facility organizational unit (OU), and an Instance organizational unit (OU).

Step 5

Configure the following to change the domain for Unified CCE applications:

  1. Run Web Setup.

  2. Choose Instance Management.

  3. Select the Instance to be modified, then click Change Domain.

    The Change Domain page appears, displaying the currently configured domain and the new domain name.

  4. Click Save.

    A query is sent to confirm that you want to change the domain.

  5. Click Yes.

    The Instance List page appears.

Note

 
Ensure that the domain user is created in the new domain to perform the service operation of Loggers and Administration & Data Servers component.

Caution

 

Use the same domain user account for all the distributor and logger services. If you want to use different domain accounts for the logger and the distributor, ensure that the distributor service user account is added to the local logger UcceService groups on Side A and Side B.

Add CUCM SUBSCRIBER Mobile Agent Call flow

In this example, the adjacency is created for one of the sub-customer, that is SUBCUST1-CUCM-SUB-MOBILE-AGENT. For mobile agent login. 


config
	sbc
		signaling
			adjacency sip SUBCUST1-CUCM-SUB-MOBILE-AGENT
        description "Trunk SUBCUSTOMER 1 CUCM subscriber for Mobile Agent call flow"
        account cust1
        interop
          preferred-transport tcp
          message-manipulation
            edit-profiles inbound he-dtmf
        force-signaling-peer all-requests
        adjacency-type preset-core
        service-address SA-cust1
          # service-network 1
          # signaling-local-address ipv4 20.20.20.2
        signaling-local-port 5078
        signaling-peer 20.20.20.130
        signaling-peer-port 5060
        statistics-setting summary
        activate

Supported Gadgets for HCS for CC

To access the gadget, on the Administration and Data server, click Start and navigate to All Programs > Cisco Unified CCE Tools->Administration Tools and open Unified CCE Web administration. The following table shows the CRUD operations supported by the HCS for CC gadgets.

Gadget Create Read Update Delete
Agent x x (only attribute assignment)
Agent State Trace x x
Attribute x x x x
Bucket Interval x x x x

Bulk Jobs

x

x

x

x
Deployment

x

x x

x
Media Routing Domain x x x x
Network VRU Script x x x x
Precision Queue x x x x
Reason Code x x x x
Settings (Congestion Control) x x
Single Sign-On x x

x- Stands for supported

Supported API for HCS for CC


Note

Agents can only perform attribute update.

API filters are built to look at the URL and the deployment model to determine if the API is accessible. It also supports read-write (GET/PUT/POST/DELETE) or read-only access to each API.

The following tables show the supported API for the HCS for CC deployment model.

Table 1. Supported API for HCS for CC
API Create Read Update Delete

Active Directory Domain

x

Administrator

x

x

x

x

Agent

x

x (only attribute assignment)

Agent State Trace

x

x

Agent Team

x

Attribute

x

x

x

x

Bucket Interval

x

x

x

x

Bulk Jobs

x

x

x

x

Congestion Control

x

x

Deployment Type Info

x

x

Dialed Number

x

Machine Inventory

x

x

x

x

Media Routing Domain

x

x

x

x

Network VRU Script

x

x

x

x

Operation

x

x

x

x

Outbound API: Outbound Campaign

x

x

x

x

Outbound API: Campaign Status

x

Outbound API: Do Not Call

x

x

x

x

Outbound API: Import

x

x

x

Outbound API: Personal Callback

x

x

x

x

Outbound API: Time Zone

x

Peripheral Gateway

x

Precision Queue

x

x

x

x

Reason Code

x

x

x

x

Scan

x

Serviceability

x

Single Sign-On Global State

x

x

Single Sign-On Registration

x

x

Single Sign-On Status

x

x

Skill Group

x

x

Status

x

x- Stands for supported

Administrator API

An administrator is an Active Directory user who has been provided access to the system.

Use the Administrator API to list the administrators currently defined in the database, define new administrators, and view, edit, and delete existing administrators.

URL

https://<server>:<serverport>/unifiedconfig/config/administrator

For more details on Administrator API, see the Cisco Packaged Contact Center Enterprise Developer Reference Guide at https://developer.cisco.com/site/packaged-contact-center/documentation/index.gsp.

Cisco Unified Communications Manager Configurations

Provision Cisco Unified Communications Manager

Complete the following procedures to provision Cisco Unified Communications Manager.


Note

This section is only for reference. You must configure Unified CM using Unified Communications Domain Manager.

Set Up Device Pool

Complete the following procedure to configure a device pool.

Procedure

Step 1

Choose System > device pool.

Step 2

Click Add new.

Step 3

Provide an appropriate device pool name in Device Pool Name.

Step 4

Select a corresponding Call manager group in Cisco Unified Communications Manager group.

Step 5

Select appropriate Date/Time Group and Region.

Step 6

Select an appropriate Media resource group list in Media Resource Group List.

Step 7

Click Save.

Set Up Unified Communications Manager Groups

Complete the following procedure to add a Unified Communications Manager to the Unified Communications Manager Group.

Before you configure a Unified Communications Manager Group, you must configure the Unified Communications Managers that you want to assign as members to that group.

Procedure

Step 1

Login to the Cisco Unified Communication Manager Administration page, choose System > Server.

Step 2

Make sure that you configure both the Publisher and Subscriber.

  1. Click Add New.

  2. Select appropriate Server Type Eg: CUCM Voice/Video Select Next.

  3. Enter the Host Name/IP Address.

  4. Click Save.

Step 3

Choose System > Cisco Unified CM.

Step 4

Click Find.

Step 5

Make sure that you configured both the Publisher and Subscriber.

Step 6

Choose System > Cisco Unified CM Group.

Step 7

Add both Cisco Unified Communications Managers to the Default Unified Communications Manager Group. Select Default and from the Available Cisco unified communication managers select both Publisher and Subscriber to Selected Cisco Unified Communications Managers

Step 8

Click Save.

Set Up CTI Route Point

Complete the following procedure to add a computer telephony integration (CTI) route point for agents to use for transfer and conference.

Procedure

Step 1

Choose Device > CTI Route Point.

Step 2

Click Add New.

Step 3

Use the wildcard string XXXXX to represent the digits of the dialed number configured on Unified CCE.

Note

 

For example, the preconfigured dialed number in the Unified CCE for an agent phone is 10112.

Step 4

Select the appropriate device pool.

Step 5

Click Save.

Set Up Trunk

Complete the following procedure to configure a trunk for the Unified CVP Servers.

Procedure

Step 1

Choose Device > Trunk.

Step 2

Click Add New.

Step 3

From the Trunk Type drop-down list, choose SIP Trunk, and then click Next.

Step 4

In the Device Name field, enter a name for the SIP trunk.

Step 5

In the Description field, enter a description for the SIP trunk.

  1. Enter the SIP Trunk name in the Device Name field.

  2. Select the appropriate Device Pool.

Step 6

Click Next.

Step 7

In the Trunk Configuration window, enter the appropriate settings:

  1. Uncheck the Media Termination Point Required check box.

  2. Enter the Destination Address.

  3. Select the appropriate SIP Trunk Security Profile

  4. From the SIP Profile drop-down list, choose Standard SIP Profile.

  5. From the DTMF Signaling Method drop-down list, choose RFC 2833.

Step 8

Click Save.

Set Up Application User

Procedure

Step 1

Choose User Management > Application User.

Step 2

In the Application User Configuration window, click Add New.

Step 3

Enter the User ID that you entered in Set Up Enterprise Parameters. Unified CCE defines the user ID as pguser.

Step 4

Enter a cisco in the Password field of your choice.

Note

 

If you change this user ID or password in Unified CCE, you must also change the Unified Communications Manager application user configuration.

Note

 

To change the JTAPI password on the CUCM configuration page:

  1. Open the peripheral Gateway Setup in PG Machine.

  2. Edit the CUCM PG.

  3. Set the same password for the user as previously set in Step 4.

Step 5

Add the application user to the Standard CTI Enabled Group and Role:

  1. Click Add to Access Control Group.

  2. Select the Standard CTI Enabled group.

  3. Select the Standard CTI Allow Control of Phones supporting Connected Xfer and conf group.

  4. Select the Standard CTI Allow Control of Phones supporting Rollover Mode group.

  5. Click Add Selected.

  6. Click Save.

Step 6

Associate the CTI route points and the phones with the application user.

Step 7

Click Save.

Set Up SIP Options

Procedure

Step 1

Login to CUCM administration page.

Step 2

Navigate to Device > Device Settings > SIP Profile.

Step 3

Click Add New.

Step 4

Enter Name.

Step 5

Check Enable OPTIONS Ping to monitor destination status for Trunks with Service Type "None (Default)" check box, in SIP OPTIONS Ping panel.

Step 6

Click Save.

Note

 

Once SIP profile is created, map newly added SIP profile to agent phones.

Set Up Route Pattern

Procedure

Step 1

Choose Call Routing > Route Hunt > Route Pattern.

Step 2

Add a route pattern for the Unified CVP routing clients as follows:

  1. Click Add New.

  2. In the Route Pattern field, enter 7777777777!

  3. In the Gateway/Route List field, choose SIPTRK_to_CVP_1.

  4. Click Save.

Step 3

Add a route pattern for the Cisco Unified Communications Manager routing client.

  1. Click Add New.

  2. In the Route Pattern field, enter 8881111!

  3. In the Gateway/Route List field, choose SIPTRK_to_CVP_1.

  4. Click Save.

    Note

     

    These route patterns must match the network VRU label defined in Unified CCE.

Set Up Conference Bridge

Procedure

Step 1

Choose Media Resources > Conference bridge.

Step 2

Add a conference bridge for each ingress/VXML combination gateway in the deployment.

Step 3

In the Conference Bridge name field, enter a unique identifier for the conference bridge name that coincides with the configuration on the gateway.

Step 4

Click Save.

Step 5

Click Apply Config.

Set Up Media Termination Point

Procedure

Step 1

Choose Media Resources > Media Termination Point.

Step 2

Add a media termination point for each ingress/VXML combo gateway in the deployment.

Step 3

In the Media Termination Point Name field, enter a media termination point name for each ingress/VXML combo gateway in the deployment.

Step 4

Click Save.

Step 5

Click Apply Config.

Set Up Transcoder

Procedure

Step 1

Choose Media Resources > Transcoder.

Step 2

Add a transcoder for each ingress/VXML combo gateway in the deployment.

Step 3

In the Device Name field, enter a unique identifier for the transcoder that coincides with the configuration on the gateway.

Step 4

Click Save.

Step 5

Click Apply Config.

Set Up Media Resource Group

Complete the following procedure to configure a media resource group for conference bridge, media termination point, and transcoder.

Procedure

Step 1

Choose Media Resources > Media Resource Group.

Step 2

Add a Media Resource Group for Conference Bridges.

Step 3

Select all the hardware conference bridge resources configured for each ingress/VXML combination gateway in the deployment and add them to the group.

Step 4

Click Save.

Step 5

Choose Media Resources > Media Resource Group.

Step 6

Add a Media Resource Group for Media Termination Point.

Step 7

Select all the hardware media termination points configured for each ingress/VXML combination gateway in the deployment and add them to the group.

Step 8

Click Save.

Step 9

Choose Media Resources > Media Resource Group.

Step 10

Add a Media Resource Group for Transcoder.

Step 11

Select all the transcoders configured for each ingress/VXML combination gateway in the deployment and add them to the group.

Step 12

Click Save.

Set Up and Associate Media Resource Group List

Complete the following procedure to configure and associate a media resource group list. Add the media resource group list to the following devices and device pool.

Procedure

Step 1

Choose Media Resources > Media Resource Group List.

Step 2

Add a Media Resource Group list and associate all of the media resource groups.

Step 3

Click Save.

Step 4

Choose System > Device Pool.

Step 5

Click Default.

Step 6

From the Media Resource Group List drop-down list, choose the media resource group added in Step 2.

Step 7

Click Save.

Step 8

Click Reset.

Step 9

Choose Device > CTI Route Point.

Step 10

Click the configured CTI Route Point. For more information, see Set Up CTI Route Point.

Step 11

From the Media Resource Group List drop-down list, choose the media resource group added in Step 2

Step 12

Click Save.

Step 13

Click Reset.

Step 14

Choose Device > SIP Trunk.

Step 15

Click the configured SIP Trunk for. For more information, see Set Up Trunk.

Step 16

From the Media Resource Group List drop-down list, choose the media resource group added in Step 2

Step 17

Click Save.

Step 18

Click Reset.

Set Up Enterprise Parameters

Procedure

Step 1

Choose System > Enterprise Parameter.

Step 2

Configure the Cluster Fully Qualified Domain Name.

Example:
ccm.cce.icm

Note

 

The Cluster Fully Qualified Domain Name is the name of the Unified Communications Manager Server Group defined in Unified CVP.

Set Up Service Parameters

Complete the following procedure to modify the maximum number of conference participants that the conference bridge support and maximum total number of call parties that the media termination point will support. This parameter change is required only for SCC deployment model.

Procedure

Step 1

Login to the CUCM Administration page.

Step 2

Under the System tab, Select Service Parameter.

Step 3

Select the CUCM server from the drop-down list.

Step 4

Select the service 'Cisco IP Voice Media Streaming App'.

Step 5

Under 'Conference Bridge (CFB) Parameters' modify the default value of 'Call Count' parameter(0-256).

Step 6

Under 'Media Termination Point (MTP) Parameters' modify the default value of 'Call Count' parameter(0-512).

Set up Recording Profile

Procedure

Step 1

Login to CUCM Administration page.

Step 2

Select Device > Device Settings > Recording Profile.

Step 3

Configure the recording profile name, and the recording destination address (enter the route pattern number you configured), and click Save.

Configuring Device

Procedure

Step 1

Choose the audio forking phone.

Step 2

Select the Built In Bridge configuration for this device and change the setting to ON.

Step 3

Access the Directory Number Configuration page for the line to be recorded.

Step 4

If you are using a recording partner, select either Automatic Call Recording Enabled or Application Invoked Call Recording Enabled from the Recording Option drop-down list, according to the recording partner recommendations. If you are not using a recording partner, select Automatic Call Recording Enabled .

Step 5

Select the recording profile created earlier in this procedure.

Disable iLBC, iSAC and g.722 for Recording Device

Procedure

Step 1

Login to CUCM administration page.

Step 2

Navigate to System > Service parameters

Step 3

Choose Server from the drop-down list.

Step 4

Choose Service from the drop-down list.

Displays Service Parameter Configuration page.

Step 5

In Cluster-wide parameters (System - Location and Region) panel, choose Enable for All Devices Except Recording-Enabled Devices for the below drop-down lists:

  • iLBC Codec Enabled

  • iSAC Codec Enabled

  • G.722 Codec Enabled

Step 6

Click Save.

Set up Music on Hold Server Audio Source

Procedure

Step 1

Navigate to Media Resources > Music On Hold Audio Source.

Step 2

Select the default Sample Audio Source.

Step 3

Select Initial Announcement from drop-down list, it is optional.

Step 4

Click Save.

Note

 
If you have to create new Audio Source then follow the below steps:

  1. Click Add New.

  2. Select MOH Audio Stream Number from drop-down list.

  3. Choose MOH Audio Source File from the drop-down list.

  4. Enter MOH Source Name.

  5. Choose Initial Announcement from the drop-down list.

  6. Click Save.

Set up Service Parameters for Music on Hold

Procedure

Step 1

Navigate to System > Service Parameters.

Step 2

Select MOH Server.

Step 3

Select the Cisco IP Voice Media Streaming App service.

Step 4

In Supported MOH Codecs field, select the required Codec and Click Ok in the pop-up window.

Step 5

Click Save.

Set up Phone Configuration for Music on Hold

Procedure

Step 1

Navigate to Device > Phone.

Step 2

Select the phone for which you want to configure MOH.

Step 3

For User Hold MOH Audio Source select the Audio Source that is added in the section Add Music on Hold Server Audio Source.

Step 4

For Network Hold MOH Audio Source select the Audio Source that is added in the section Add Music on Hold Server Audio Source.

Step 5

Click Save and Apply Config and reset the phone.

Setup Partition

Follow the below procedure for each sub customer.

Procedure

Step 1

Log in to Cisco Unified Communications Administration Page.

Step 2

Select Call Routing > Class Of Control > Partition.

Step 3

Click Add New.

Step 4

In Name field, enter the partition name.

Step 5

Click Save.

Setup Calling Search Space

Follow the below procedure for each sub customer.

Procedure

Step 1

Log in to CUCM Administration Page.

Step 2

Select Call Routing > Class Of Control > Calling Space Search

Step 3

Click Add New.

Step 4

In Name field, enter the calling search space name.

Step 5

Move the required partitions from Available Partitions to Selected Partitions.

Step 6

Click Save.

Associate CSS and Partition with Phones and Lines

Follow the below procedure for each sub customer.

Procedure

Step 1

Log in to CUCM Administration page.

Step 2

Select Device > Phone > Find.

Step 3

Select the phone from the list that you want to associate the partition and CSS.

Step 4

Select the required Calling Search Space from the drop-down list.

Step 5

From SUBSCRIBE Calling Search Space drop-down list, select the required Calling Search Space.

Step 6

Select the Directory Number Line from the list that you want to associate partition and CSS.

Step 7

Select the required Route Partition from the drop-down list.

Step 8

Select the required Calling Search Space from the drop-down list.

Step 9

Click Apply Config.

Step 10

Click Reset and click Close.

What to do next

Associate the required sub customer partitions with CSS, see Setup Calling Search Space.

Associate CSS with Trunk

Procedure

Step 1

Log in to CUCM Administration Page.

Step 2

Select Device > Trunk.

Step 3

Select the trunk to which you want associate CSS.

Step 4

From Calling Search Space drop-down list, select the required CSS.

Note

 

Select the CSS where all the sub customer partitions are associated.

Step 5

Click Save.

Step 6

Click Reset and click Close.

Note

 

The route pattern which associated with trunk must be in default partition.

Provision Cisco Unified Communications Manager for Core Component Integrated Options

Configure Agent Greeting

Procedure

Step 1

Enable Built-in-Bridge for the local agent phones to support Agent Greeting.

Step 2

Click System > Service parameters.

Step 3

Select a Unified Communications Manager server from the Server drop-down list.

Step 4

Select Cisco CallManager(Active) from the Service drop-down list.

Step 5

Under Clusterwide Parameters (Device-Phone), select On for Built-in-Bridge Enable.

Step 6

Click Save.

Configure Mobile Agent

Complete the following procedure to configure CTI ports for Unified Mobile Agent.
Procedure

Step 1

In Unified Communications Manager Administration, choose Device > Phone.

Step 2

Click Add a New Phone.

Step 3

Select CTI Port from the Phone Type drop-down list.

Step 4

Click Next.

Step 5

In Device Name, enter a unique name for the local CTI Port pool name; click OK when finished.

Using the example naming convention format LCPxxxxFyyyy:

  1. LCP identifies the CTI Port as a local device.

  2. xxxx is the peripheral ID for the Unified Communications Manager PIM.

  3. yyyy is the local CTI Port.

    The name LCP5000F0000 would represent CTI Port: 0 in a local CTI Port pool for the Unified Communications Manager PIM with the peripheral ID 5000.

Step 6

In Description, enter text identifying the local CTI Port pool.

Step 7

Use the Device Pool drop-down list to choose the device pool to which you want network CTIPort pool assigned. (The device pool defines sets of common characteristics for devices.)

Step 8

Click Save.

Step 9

Highlight a record and select Add a New DN.

Step 10

Add a unique directory number for the CTI port you just created.

Step 11

When finished, click Save and Close.

Step 12

Repeat the preceding steps to configure the network CTI Port pool.

Step 13

In Device Name, enter a unique name for the local CTI Port pool name; click OK when finished.

Use the example naming convention format RCPxxxxFyyyy, where:

  1. RCP identifies the CTI Port as a network device.

  2. xxxx is the peripheral ID for the Unified Communications Manager PIM.

  3. yyyy is the network CTI Port.

    The name RCP5000F0000 would represent CTI Port: 0 in a network CTI Port pool for the Unified Communications Manager PIM with the peripheral ID 5000.

Step 14

In Description, enter text identifying the network CTI Port pool.

Step 15

Use the Device Pool drop-down list to choose the device pool to which you want network CTI Port pool assigned. (The device pool defines sets of common characteristics for devices.)

Step 16

Click Save.

Step 17

Highlight a record and select Add a New DN.

Step 18

Add a unique directory number for the CTI port you just created.

Step 19

When finished, click Save and Close.

Configure Local Trunk

Complete the following procedure to configure Unified Communications Manager for Local Trunk.

Procedure

Step 1

From Unified Communications Manager Administration choose System > Location info > Location.

Step 2

Click Find to list the locations and add new ones with appropriate bandwidth (8000).

Step 3

For the branch phones, configure each phone so that it is assigned the branch location for that phone.

  1. Choose Device > Phone.

  2. Click Find to list the phones.

  3. Select a phone and set the Location field.

Step 4

Verify that the Cisco AXL Web Service is started and that an Application User is defined and has a role of Standard AXL API Access.

  1. Select Cisco Unified Serviceability from the Navigation drop-down list and click Go.

  2. Navigate to Tools > Control Center > Feature Services .

  3. Start the Cisco AXL Web Service, if it is not started.

  4. From Unified Communications Manager Administration, choose User Management > Application User. Verify you have a user with the role of Standard AXL API Access, or create a new one and add that user to a group that has the role of Standard AXL API Access.

Deploy SIP Trunk

Complete the following procedure to deploy the SIP trunk for local trunk:

Procedure

Step 1

Using Unified Communications Manager, create a SIP trunk toward the SIP proxy server and select the Phantom location.

Step 2

Create a SIP trunk for each ingress gateway and make the location of these ingress TDM-IP gateways the actual branch location.

Step 3

Create a route pattern pointing the Network VRU Label of the Unified Communications Manager routing client to the SIP trunk toward the SIP proxy.

The SIP proxy should route the Network VRU label of the Unified Communications Manager routing client to the Unified CVP Servers.

Step 4

For any IP-originated calls, associate the Unified Communications Manager route pattern with the SIP trunk.

Step 5

Using the Unified Communications Manager Administration, choose Device > Device Settings > SIP Profile > Trunk Specific Configuration > Reroute Incoming Request to new Trunk based on > Call-Info header with the purpose equal to x-cisco-origIP.

Step 6

Associate the new SIP profile with the SIP trunk and each ingress gateway.

Configure Outbound Dialer

Complete the following procedure to configure Unified Communications Manager:

Procedure

Step 1

Log in to the Unified Communications Manager administration page.

Step 2

Select Devices > Trunk.

Step 3

Create a SIP trunk to Outbound gateway.

Configure A-Law Codec

Complete the following procedure to configure Unified Communications Manager.

Procedure

Step 1

Click the System.

Step 2

Select Service Parameters.

Step 3

Select a Server.

Step 4

Select the service as Cisco Call Manager(Active).

Step 5

Under Clusterwide Parameters (system-location and region), ensure the following:

  • G.711 A-law Codec Enabled is Enabled.

  • G7.11 mu-law Codec Enabled to Disabled.

Step 6

Click Save.

Create SIP Trunk between CUCM and CUBE (SP)

Create SIP Trunk Security Profile
Procedure

Step 1

Log In to CUCM Admin Portal.

Step 2

Navigate to System->Security->Sip Trunk Security Profile.

Step 3

Click on Add New.

Step 4

Provide the name for Sip Trunk Security Profile.

Step 5

In Incoming Transport Type field Select "TCP+UDP" from the drop down list.

Step 6

In Incoming Port Field Provide the Port number other than 5060 and 5090.

Note

 

  • The port configured in step 6 should match with the "signaling peer port" that you configure in the CUBE(SP) for CUCM PUBLISHER adjacency

  • A unique sip trunk security profile is required for mobile agent call flow for the each sub customer in SCC model

Step 7

Click On Save.

Create SIP Trunk
Procedure

Step 1

Log in to CUCM Admin Portal.

Step 2

Select Device > Trunk.

Step 3

Click Add New.

Step 4

In Trunk Type field, select the SIP trunk from the drop-down list, then click Next.

Step 5

Provide the name for Sip Trunk, select the device pool from the drop-down list and select Media Resource Group List from the drop-down list.

Step 6

In Sip Profile field, select the Standard Sip Profile from the drop down list. Check Run On All Active Unified CM Nodes check-box.

Step 7

Under SIP Information, provide the signaling-address and signaling-port details of the CUBE(SP) adjacency for the CUCM publisher for mobile agent call flow. See Add CUCM SUBSCRIBER Mobile Agent Call flow.

Step 8

In SIP Trunk Security Profile field, select the profile which is created in the above procedure from the drop-down list.

Step 9

Retain rest all default value.

Step 10

Click Save.

Configure Music on Hold

Configure Unified Communication Manager
A Unified Communications Manager MoH server can generate a MoH stream from two types of sources, audio file and fixed source, either of which can be transmitted as unicast or multicast. There are two deployment modes:
  1. An MoH server is deployed along with Unified CM on the same server for HCS for CC deployments with less than 1250 users in a CM Cluster
  2. An MoH server is deployed as standalone node (TFTP/MoH Server) for HCS for CC deployments with more than 1250 users in a CM Cluster
Configure Music on Hold Server Audio Source

Hold Server Audio Source is also known as MOH Track in UCDM.

Procedure

Step 1

In Track Name field, Enter the name for MOH Track.

Step 2

Enter the Track ID.

Step 3

Choose MOH Server from the drop down list.

Step 4

Click Submit.

Configure Service Parameters for Music on Hold
Procedure

Step 1

Navigate to Network > PBX Devices.

Step 2

Select CUCM Cluster and click on Attributes and search with the Parameter Codec.

Step 3

Set the value to 1 for the below listed parameters.

  • DefaultMOHCodec
  • G711ALawCodecEnabled
  • G711ULawCodecEnabled

Step 4

Click Modify.

Modify Phone configuration for Music On Hold
Procedure

Step 1

Navigate to Location Administration > Phone Management and select the appropriate provider, reseller, customer, division and location.

Step 2

Click Device Name(Phone) that is added.

Step 3

In Music On Hold field, select the MOH Track that was configured in the above configuration.

Step 4

Click Modify

Base Configuration Parameters

Base Configuration Parameters for 2000 Agent Deployment

Unified CCE Instance Explorer

Name

Type

Network VRU

HCS for CC

Standard

CVP_Network_VRU

hcs

Standard

CVP_Network_VRU

Agent Desk Settings List

Name

Ring No Answer Time

Logout Non-activity Time

Maximum Wrap Up Time

Default_Agent_Desk_Settings

null

null

7200

PG Explorer

Peripheral Gateway

Type of PIM

Routing Client Name

Unified Communication Manager PG1

CUCM

CUCMPG1

Unified Voice Response (VRU) PG

VRU

CVPPG1A

VRU

CVPPG1B

MR PG

MediaRouting

Multichannel

MediaRouting

Outbound

MediaRouting

Socialminer

Network VRU Explorer

Name

Type

Network VRU Label

Routing Client Name

CVP_Network_VRU Type10

7777777777

CVPPG1A

7777777777

CVPPG1B

8881111000

CUCMPG1

6661111000

Outbound

MR_Network_VRU Type 2

Network VRU Mapping

  • All Unified CVP routing clients are mapped to CVP_Network_VRU of Type10. This is displayed in the Advanced tab of the PG Explorer.

  • All Media Routing clients are mapped to MR_Network_VRU of Type2. This is displayed in the Advanced tab of the PG Explorer.

Network VRU Script List

Name Network VRU VRU Script Name

Time

out

(Sec)

Configuration

Parameter

Customer Interruptible Override

VXML_Server

Type 10 CVP VRU

GS, Server, V

180 __ HCS for CC Unchecked Unchecked

VXML_Server_ Interruptible

Type 10 CVP VRU

GS, Server, V, interrupt

9000 __ HCS for CC Checked Unchecked

VXML_Server_ Noninterruptible

Type 10 CVP VRU

GS,

Server, V , nointerrupt

9000 __ HCS for CC Unchecked Unchecked

AgentGreeting

Type 10 CVP VRU

PM, -a

180 none HCS for CC Unchecked Unchecked

GreetingMenu

_1_to_9

Type 10 CVP VRU

M, press

_1_thru_9

_greeting, A

180 1-9 HCS for CC Checked Unchecked

Greeting

SubMenu

Type 10 CVP VRU

M,

press1-

press2-press3,A

180 1-3 HCS for CC Checked Unchecked

Greeting

_Not_Found

Type10 CVP VRU

PM, no

_greeting

_recorded, A

180 Y HCS for CC Checked Unchecked

GreetingReview

Type10 CVP VRU

PM,-a,A

180 Y HCS for CC Checked Unchecked

T10_GS_AUDIUM

Type 10 CVP VRU

GS,Server,V, FTP

180 ,,,,,,,,,,Y HCS for CC Checked Unchecked

CIMExternal

ApplicationScript

Type 2 MR VRU

CIMExternal

ApplicationScript

180 - HCS for CC Unchecked Unchecked
Name Network VRU VRU Script Name

Time

out

(Sec)

Configuration

Parameter

Customer Interruptible Override

VXML_Server

Type 10 CVP VRU

GS, Server, V

180 __ hcs Unchecked Unchecked

VXML_Server_ Interruptible

Type 10 CVP VRU

GS, Server, V, interrupt

9000 __ hcs Checked Unchecked

VXML_Server_ Noninterruptible

Type 10 CVP VRU

GS,

Server, V , nointerrupt

9000 __ hcs Unchecked Unchecked

AgentGreeting

Type 10 CVP VRU

PM, -a

180 none hcs Unchecked Unchecked

GreetingMenu

_1_to_9

Type 10 CVP VRU

M, press

_1_thru_9

_greeting, A

180 1-9 hcs Checked Unchecked

Greeting

SubMenu

Type 10 CVP VRU

M,

press1-

press2-press3,A

180 1-3 hcs Checked Unchecked

Greeting

_Not_Found

Type10 CVP VRU

PM, no

_greeting

_recorded, A

180 Y hcs Checked Unchecked

GreetingReview

Type10 CVP VRU

PM,-a,A

180 Y hcs Checked Unchecked

T10_GS_AUDIUM

Type 10 CVP VRU

GS,Server,V, FTP

180 ,,,,,,,,,,Y hcs Checked Unchecked

CIMExternal

ApplicationScript

Type 2 MR VRU

CIMExternal

ApplicationScript

180 - hcs Unchecked Unchecked

Application Instance List

Application Instance

Name

Application Type

Permission Level

Application Key

Multichannel

MultiChannel

Other

Full read/write

cisco123

CCDM

CCDM

Cisco Voice

Full read/write

cisco123

Application Path List

Application Instance

Name

Peripheral Gateway

Application Path List members

UQ.Desktop

5000.UQ.Desktop

CUCM_PG

Peripheral

Media Routing Domain

CUCM_PG_1

SocialMiner_Task

Media Class List

Name

Description

Life

Start Timeout

Max Duration
Cisco_Chat

System provided media class for Cisco chat

1200

30

28800
Cisco_Task

System provided media class for Cisco Task

1200

30

28800
Cisco_Voice

Default value for Cisco Voice

0

0

0

CIM_BC

-

300

30

28800
ECE_Chat -

300

30

28800
ECE_Email -

300

30

28800
ECE_Outbound -

300

30

28800

Media Routing Domain List

Interruptible Calls in Queue (Max) Max per call type Max time in queue
Cisco_BC Unchecked 5000 - -
ECE_Email Checked 15000 - -
ECE_Outbound Checked 5000 - -
ECE_Chat Unchecked 5000 - -
SocialMiner_Task Unchecked - - -

Cisco_Voice

 Unchecked As per your requirement - -

Note

Set the Max Per Call Type and Max Time in Queue values as per your requirement.

Expanded Call Variable List


Note

ECC variables will not be enabled by default. Use Unified CCE Configuration manager tool to enable the required ECC variables under the Expanded Call Variable List.

Name Enabled Persistent Maximum Length Description
user.CourtesyCallbackEnabled FALSE FALSE 1 Determines if Courtesy Callback is offered to a caller.
user.cvp_server_info FALSE FALSE 15 Used by Unified CVP to send the IP address of the Call Server sending the request to Unified CCE.
user.microapp.app_media_lib FALSE FALSE 210 Directory for all application-specific media files and grammar files. The .. bypasses the user. When writing a URL path, microapp.app_media_lib and

user.microapp.locale are the ECC variables.

user.microapp.caller_input FALSE FALSE 210 Storage area for an ASR input that is collected from Get Speech.

Note

 
Get Speech results are written to the ECC variable. Results from Get Digits or Menu microapplications are written to the CED.
user.microapp.currency FALSE FALSE 6 Currency type.
user.microapp.error_code FALSE FALSE 2 Error status code returned from Unified CVP to Unified CCE when the Run Script Result is False.
user.microapp.FromExtVXML FALSE FALSE

60

This variable array returns information from the external VoiceXML file. Must be configured as array variables, not Scalar Variables, and array length set to 4.
user.microapp.input_type FALSE FALSE 1 Specifies the type of input that is allowed. Valid contents are: D(DTMF) and B (Both DTMF and Voice). B is the default. If you are not using an ASR, set this variable to D. If you are using an ASR, you can set this variable to either D or B.
user.microapp.locale FALSE FALSE 5 Combination of language and country that defines the grammar and prompt set to use.
user.microapp.metadata FALSE FALSE 62 Following the Menu (M), Get Data (GD) and Get Speech (GS) micro-applications, Unified CVP now returns information about the execution of that micro-application.
user.microapp.play_data FALSE FALSE 40 Default storage area for data for Play Data micro-applications.
user.microapp.sys_media_lib FALSE FALSE 10 Directory for all systems media files, such as individual digits, months, default error messages, and so forth.
user.microapp.ToExtVXML FALSE FALSE

60

This variable array sends information to the external VoiceXML file. Must be configured as Array variables, not Scalar Variables and array length set to 4.
user.microapp.UseVXMLParams FALSE FALSE 1 Specifies the manner in which you pass the information to the external VoiceXML.
user.microapp.isPostCallSurvey FALSE FALSE 1 Used to determine if post call survey should be offered to a caller after the agent disconnects the call.
user.ece.activity.id FALSE FALSE

30

Needed for all types of WIM and EIM activities.
user.ece.customer.name FALSE FALSE

30

Needed for chat, callback, and delayed callback activities.
user.media.id FALSE FALSE 36 A number identifying a call to the Unified CCE Service, optionally, the H.323 Service.
user.microapp.grammar_choices FALSE FALSE 210 Specifies the ASR choices that a caller can input for the Get Speech micro-application.
user.microapp.inline_tts FALSE FALSE 210 Specifies the text for inline Text To Speech (TTS).
user.microapp.media_server FALSE FALSE 60 Root of the URL for all media files and external grammar files used in the script.
user.microapp.override_cli FALSE FALSE 200 Used by the system to override the CLI field on outgoing transfers.
user.microapp.pd_tts FALSE FALSE 1 Specifies whether Unifies Text To Speech or media files must be played to the caller.

System Information

  • Expanded Call Context: Enabled

  • Minimum Correlation number: 1001

  • Maximum Correlation number: 9999

  • Retain script versions:5

Agent Targeting Rule

Attribute
Name

AgentExtensions

Peripheral CUCM_PG_1
Rule Type Agent Extension
Routing Client All routing clients
Extension Range

000 - 999

0000 - 9999

00000 - 99999

000000 - 999999

0000000 - 9999999

00000000 - 99999999

000000000 - 999999999

0000000000 - 9999999999

Outbound Dialer

SIP Dialer Name Enable

Unified CCE Pheripheral Name

Hangup Delay (1 - 10)

 Port Throttle
SIP_DIALER1 Yes CUCM_PG_1

1 sec

10.0
SIP_DIALER Yes CUCM_PG_1

1 sec

10.0

Base Configuration Parameters for 4000 Agent Deployment

Unified CCE Instance Explorer

Name

Type

Network VRU

HCS for CC

Standard

CVP_Network_VRU

hcs

Standard

CVP_Network_VRU

Agent Desk Settings List

Name

Ring No Answer Time

Logout Non-activity Time

Maximum Wrap Up Time

Default_Agent_Desk_Settings

null

null

7200

PG Explorer

Peripheral Gateway Type of PIM Routing Client Name

Unified Communication Manager PG1

CUCM

CUCMPG1

Unified Communication Manager PG2

CUCM

CUCMPG2

Unified Voice Response (VRU) PG1

VRU

CVPRC01 and CVPRC02

Unified Voice Response (VRU) PG2

VRU

CVPRC03 and CVPRC04

Media Routing (MR) PG 1

MediaRouting

Multichannel1

MediaRouting

Outbound1

MediaRouting

SocialMiner1

Media Routing (MR) PG 2

MediaRouting

Multichannel2

MediaRouting

Outbound2

MediaRouting

SocialMiner2

Network VRU Explorer

Name

Type

Network VRU Label

Routing Client Name

CVP_Network_VRU Type10

7777777777

CVPRC01

7777777777

CVPRC02

7777777777

CVPRC03

7777777777

CVPRC04

8881111000

CUCMPG1

8881111000

CUCMPG2

6661111000

Outbound1

6661111000

Outbound2

MR_Network_VRU_Type2 Type 2

-

-

Network VRU Mapping

  • All Unified CVP routing clients are mapped to CVP_Network_VRU of Type10. This is displayed in the Advanced tab of the PG Explorer.

  • All Media Routing clients are mapped to MR_Network_VRU_Type2 of Type2. This is displayed in the Advanced tab of the PG Explorer.

Network VRU Script List

Name Network VRU VRU Script Name

Time

out

(Sec)

Configuration

Parameter

Customer Interruptible Override

VXML_Server

Type 10 CVP VRU

GS, Server, V

180 __ HCS for CC Unchecked Unchecked

VXML_Server_ Interruptible

Type 10 CVP VRU

GS, Server, V, interrupt

9000 __ HCS for CC Checked Unchecked

VXML_Server_ Noninterruptible

Type 10 CVP VRU

GS,

Server, V , nointerrupt

9000 __ HCS for CC Unchecked Unchecked

AgentGreeting

Type 10 CVP VRU

PM, -a

180 none HCS for CC Unchecked Unchecked

GreetingMenu

_1_to_9

Type 10 CVP VRU

M, press

_1_thru_9

_greeting, A

180 1-9 HCS for CC Checked Unchecked

Greeting

SubMenu

Type 10 CVP VRU

M,

press1-

press2-press3,A

180 1-3 HCS for CC Checked Unchecked

Greeting

_Not_Found

Type10 CVP VRU

PM, no

_greeting

_recorded, A

180 Y HCS for CC Checked Unchecked

GreetingReview

Type10 CVP VRU

PM,-a,A

180 Y HCS for CC Checked Unchecked

T10_GS_AUDIUM

Type 10 CVP VRU

GS,Server,V, FTP

180 ,,,,,,,,,,Y HCS for CC Checked Unchecked

CIMExternal

ApplicationScript

Type 2 MR VRU

CIMExternal

ApplicationScript

180 - HCS for CC Unchecked Unchecked
Name Network VRU VRU Script Name

Time

out

(Sec)

Configuration

Parameter

Customer Interruptible Override

VXML_Server

Type 10 CVP VRU

GS, Server, V

180 __ hcs Unchecked Unchecked

VXML_Server_ Interruptible

Type 10 CVP VRU

GS, Server, V, interrupt

9000 __ hcs Checked Unchecked

VXML_Server_ Noninterruptible

Type 10 CVP VRU

GS,

Server, V , nointerrupt

9000 __ hcs Unchecked Unchecked

AgentGreeting

Type 10 CVP VRU

PM, -a

180 none hcs Unchecked Unchecked

GreetingMenu

_1_to_9

Type 10 CVP VRU

M, press

_1_thru_9

_greeting, A

180 1-9 hcs Checked Unchecked

Greeting

SubMenu

Type 10 CVP VRU

M,

press1-

press2-press3,A

180 1-3 hcs Checked Unchecked

Greeting

_Not_Found

Type10 CVP VRU

PM, no

_greeting

_recorded, A

180 Y hcs Checked Unchecked

GreetingReview

Type10 CVP VRU

PM,-a,A

180 Y hcs Checked Unchecked

T10_GS_AUDIUM

Type 10 CVP VRU

GS,Server,V, FTP

180 ,,,,,,,,,,Y hcs Checked Unchecked

CIMExternal

ApplicationScript

Type 2 MR VRU

CIMExternal

ApplicationScript

180 - hcs Unchecked Unchecked

Application Instance List

Application Instance

Name

Application Type

Permission Level

Application Key

Multichannel

MultiChannel

Other

Full read/write

cisco123

CCDM

CCDM

Cisco Voice

Full read/write

cisco123

Application Path List

Application Instance

Name

Peripheral Gateway

Application Path List
Peripheral Media Routing Domain

UQ.Desktop

5000.UQ.Desktop

CUCM_PG1

CUCM_PG_1

SocialMiner_Task

UQ.Desktop

5001.UQ.Desktop

CUCM_PG2

CUCM_PG_2

SocialMiner_Task

Media Class List

Name

Description

Life

Start Timeout

Max Duration
Cisco_Chat

System provided media class for Cisco chat

1200

30

28800
Cisco_Task

System provided media class for Cisco Task

1200

30

28800
Cisco_Voice

Default value for Cisco Voice

0

0

0

CIM_BC

-

300

30

28800
ECE_Chat -

300

30

28800
ECE_Email -

300

30

28800
ECE_Outbound -

300

30

28800

Media Routing Domain List

Interruptible Calls in Queue (Max) Max per call type Max time in queue
Cisco_BC Unchecked 5000 - -
ECE_Email Checked 15000 - -
ECE_Outbound Checked 5000 - -
ECE_Chat Unchecked 5000 - -
SocialMiner_Task Unchecked - - -

Cisco_Voice

 Unchecked As per your requirement - -

Note

Set the Max Per Call Type and Max Time in Queue values as per your requirement.

Expanded Call Variable List


Note

ECC variables will not be enabled by default. Use Unified CCE Configuration manager tool to enable the required ECC variables under the Expanded Call Variable List.

Name Enabled Persistent Maximum Length Description
user.CourtesyCallbackEnabled FALSE FALSE 1 Determines if Courtesy Callback is offered to a caller.
user.cvp_server_info FALSE FALSE 15 Used by Unified CVP to send the IP address of the Call Server sending the request to Unified CCE.
user.microapp.app_media_lib FALSE FALSE 210 Directory for all application-specific media files and grammar files. The .. bypasses the user. When writing a URL path, microapp.app_media_lib and

user.microapp.locale are the ECC variables.

user.microapp.caller_input FALSE FALSE 210 Storage area for an ASR input that is collected from Get Speech.

Note

 
Get Speech results are written to the ECC variable. Results from Get Digits or Menu microapplications are written to the CED.
user.microapp.currency FALSE FALSE 6 Currency type.
user.microapp.error_code FALSE FALSE 2 Error status code returned from Unified CVP to Unified CCE when the Run Script Result is False.
user.microapp.FromExtVXML FALSE FALSE

60

This variable array returns information from the external VoiceXML file. Must be configured as array variables, not Scalar Variables, and array length set to 4.
user.microapp.input_type FALSE FALSE 1 Specifies the type of input that is allowed. Valid contents are: D(DTMF) and B (Both DTMF and Voice). B is the default. If you are not using an ASR, set this variable to D. If you are using an ASR, you can set this variable to either D or B.
user.microapp.locale FALSE FALSE 5 Combination of language and country that defines the grammar and prompt set to use.
user.microapp.metadata FALSE FALSE 62 Following the Menu (M), Get Data (GD) and Get Speech (GS) micro-applications, Unified CVP now returns information about the execution of that micro-application.
user.microapp.play_data FALSE FALSE 40 Default storage area for data for Play Data micro-applications.
user.microapp.sys_media_lib FALSE FALSE 10 Directory for all systems media files, such as individual digits, months, default error messages, and so forth.
user.microapp.ToExtVXML FALSE FALSE

60

This variable array sends information to the external VoiceXML file. Must be configured as Array variables, not Scalar Variables and array length set to 4.
user.microapp.UseVXMLParams FALSE FALSE 1 Specifies the manner in which you pass the information to the external VoiceXML.
user.microapp.isPostCallSurvey FALSE FALSE 1 Used to determine if post call survey should be offered to a caller after the agent disconnects the call.
user.ece.activity.id FALSE FALSE

30

Needed for all types of WIM and EIM activities.
user.ece.customer.name FALSE FALSE

30

Needed for chat, callback, and delayed callback activities.
user.media.id FALSE FALSE 36 A number identifying a call to the Unified CCE Service, optionally, the H.323 Service.
user.microapp.grammar_choices FALSE FALSE 210 Specifies the ASR choices that a caller can input for the Get Speech micro-application.
user.microapp.inline_tts FALSE FALSE 210 Specifies the text for inline Text To Speech (TTS).
user.microapp.media_server FALSE FALSE 60 Root of the URL for all media files and external grammar files used in the script.
user.microapp.override_cli FALSE FALSE 200 Used by the system to override the CLI field on outgoing transfers.
user.microapp.pd_tts FALSE FALSE 1 Specifies whether Unifies Text To Speech or media files must be played to the caller.

System Information

  • Expanded Call Context: Enabled

  • Minimum Correlation number: 1001

  • Maximum Correlation number: 9999

  • Retain script versions:5

Agent Targeting Rule

Attribute
Name AgentExtension1 AgentExtension2
Peripheral CUCM_PG_1 CUCM_PG_2
Rule Type Agent Extension Agent Extension Agent Extension
Routing Client All routing clients All routing clients
Extension Range 000 - 999 000 - 999
0000 - 9999 0000 - 9999
00000 - 99999 00000 - 99999
000000 - 999999 000000 - 999999
0000000 - 9999999 0000000 - 9999999
00000000 - 99999999 00000000 - 99999999
000000000 - 999999999 000000000 - 999999999
0000000000 - 9999999999 0000000000 - 9999999999

Outbound Dialer

SIP Dialer Name Enable

Unified CCE Pheripheral Name

Hangup Delay (1 - 10)

 Port Throttle
SIP_DIALER1 Yes CUCM_PG_1

1 sec

10.0
SIP_DIALER2 Yes CUCM_PG_2

1 sec

10.0

Base Configuration Parameters for 12000 Agent Deployment

Unified CCE Instance Explorer

Name

Type

Network VRU

HCS for CC

Standard

CVP_Network_VRU

hcs

Standard

CVP_Network_VRU

Agent Desk Settings List

Name

Ring No Answer Time

Logout Non-activity Time

Maximum Wrap Up Time

Default_Agent_Desk_Settings

null

null

7200

PG Explorer

Peripheral Gateway Type of PIM Routing Client Names

Unified CommunicationManager PG1

CUCM

CUCMPG1

Unified CommunicationManager PG2

CUCM

CUCMPG2

Unified CommunicationManager PG3

CUCM

CUCMPG3

Unified CommunicationManager PG4

CUCM

CUCMPG4

Unified CommunicationManager PG5

CUCM

CUCMPG5

Unified CommunicationManager PG6

CUCM

CUCMPG6

Unified Voice Response (VRU) PG1

VRU

CVPRC01 and CVPRC02

Unified Voice Response (VRU) PG2

VRU

CVPRC03 and CVPRC04

Unified Voice Response (VRU) PG3

VRU

CVPRC05 and CVPRC06

Unified Voice Response (VRU) PG4

VRU

CVPRC07 and CVPRC08

Unified Voice Response (VRU) PG5

VRU

CVPRC09 and CVPRC10

Unified Voice Response (VRU) PG6

VRU

CVPRC11 and CVPRC12

Media Routing (MR) PG 1

MediaRouting

Multichannel1

MediaRouting

Outbound1

MediaRouting

SocialMiner1

Media Routing (MR) PG 2

MediaRouting

Multichannel2

MediaRouting

Outbound2

MediaRouting

SocialMiner2

Media Routing (MR) PG 3

MediaRouting

Multichannel3

MediaRouting

Outbound3

MediaRouting

SocialMiner3

Media Routing (MR) PG 4

MediaRouting

Multichannel4

MediaRouting

Outbound4

MediaRouting

SocialMiner4

Media Routing (MR) PG 5

MediaRouting

Multichannel5

MediaRouting

Outbound5

MediaRouting

SocialMiner5

Media Routing (MR) PG 6

MediaRouting

Multichannel6

MediaRouting

Outbound6

MediaRouting

SocialMiner6

Network VRU Explorer

Name

Type

Network VRU Label Routing Client Name
CVP Network VRU Type 10

7777777777

CVPRC01, CVPRC02 ... CVPRC12

8881111000

CUCMPG1, CUCMPG2 ... CUCMPG6

6661111000

Outbound1, Outbound2 ... Outbound6

MR_Network_VRU_Type2 Type 2 - -

Network VRU Mapping

  • All Unified CVP routing clients are mapped to CVP_Network_VRU of Type10. This is displayed in the Advanced tab of the PG Explorer.

  • All Media Routing clients are mapped to MR_Network_VRU_Type2 of Type2. This is displayed in the Advanced tab of the PG Explorer.

Network VRU Script List

Name Network VRU VRU Script Name

Time

out

(Sec)

Configuration

Parameter

Customer Interruptible Override

VXML_Server

Type 10 CVP VRU

GS, Server, V

180 __ HCS for CC Unchecked Unchecked

VXML_Server_ Interruptible

Type 10 CVP VRU

GS, Server, V, interrupt

9000 __ HCS for CC Checked Unchecked

VXML_Server_ Noninterruptible

Type 10 CVP VRU

GS,

Server, V , nointerrupt

9000 __ HCS for CC Unchecked Unchecked

AgentGreeting

Type 10 CVP VRU

PM, -a

180 none HCS for CC Unchecked Unchecked

GreetingMenu

_1_to_9

Type 10 CVP VRU

M, press

_1_thru_9

_greeting, A

180 1-9 HCS for CC Checked Unchecked

Greeting

SubMenu

Type 10 CVP VRU

M,

press1-

press2-press3,A

180 1-3 HCS for CC Checked Unchecked

Greeting

_Not_Found

Type10 CVP VRU

PM, no

_greeting

_recorded, A

180 Y HCS for CC Checked Unchecked

GreetingReview

Type10 CVP VRU

PM,-a,A

180 Y HCS for CC Checked Unchecked

T10_GS_AUDIUM

Type 10 CVP VRU

GS,Server,V, FTP

180 ,,,,,,,,,,Y HCS for CC Checked Unchecked

CIMExternal

ApplicationScript

Type 2 MR VRU

CIMExternal

ApplicationScript

180 - HCS for CC Unchecked Unchecked
Name Network VRU VRU Script Name

Time

out

(Sec)

Configuration

Parameter

Customer Interruptible Override

VXML_Server

Type 10 CVP VRU

GS, Server, V

180 __ hcs Unchecked Unchecked

VXML_Server_ Interruptible

Type 10 CVP VRU

GS, Server, V, interrupt

9000 __ hcs Checked Unchecked

VXML_Server_ Noninterruptible

Type 10 CVP VRU

GS,

Server, V , nointerrupt

9000 __ hcs Unchecked Unchecked

AgentGreeting

Type 10 CVP VRU

PM, -a

180 none hcs Unchecked Unchecked

GreetingMenu

_1_to_9

Type 10 CVP VRU

M, press

_1_thru_9

_greeting, A

180 1-9 hcs Checked Unchecked

Greeting

SubMenu

Type 10 CVP VRU

M,

press1-

press2-press3,A

180 1-3 hcs Checked Unchecked

Greeting

_Not_Found

Type10 CVP VRU

PM, no

_greeting

_recorded, A

180 Y hcs Checked Unchecked

GreetingReview

Type10 CVP VRU

PM,-a,A

180 Y hcs Checked Unchecked

T10_GS_AUDIUM

Type 10 CVP VRU

GS,Server,V, FTP

180 ,,,,,,,,,,Y hcs Checked Unchecked

CIMExternal

ApplicationScript

Type 2 MR VRU

CIMExternal

ApplicationScript

180 - hcs Unchecked Unchecked

Application Instance List

Application Instance

Name

Application Type

Permission Level

Application Key

Multichannel

MultiChannel

Other

Full read/write

cisco123

CCDM

CCDM

Cisco Voice

Full read/write

cisco123

Application Path List

Application Instance

Name

Peripheral Gateway

Application Path List
Peripheral Media Routing Domain

UQ.Desktop

5000.UQ.Desktop

CUCM_PG1

CUCM_PG_1

SocialMiner_Task

UQ.Desktop

5001.UQ.Desktop

CUCM_PG2

CUCM_PG_2

SocialMiner_Task

UQ.Desktop

5002.UQ.Desktop

CUCM_PG3

CUCM_PG_3

SocialMiner_Task

UQ.Desktop

5003.UQ.Desktop

CUCM_PG4

CUCM_PG_4

SocialMiner_Task

UQ.Desktop

5004.UQ.Desktop

CUCM_PG5

CUCM_PG_5

SocialMiner_Task

UQ.Desktop

5005.UQ.Desktop

CUCM_PG6

CUCM_PG_6

SocialMiner_Task

Media Class List

Name

Description

Life

Start Timeout

Max Duration
Cisco_Chat

System provided media class for Cisco chat

1200

30

28800
Cisco_Task

System provided media class for Cisco Task

1200

30

28800
Cisco_Voice

Default value for Cisco Voice

0

0

0

CIM_BC

-

300

30

28800
ECE_Chat -

300

30

28800
ECE_Email -

300

30

28800
ECE_Outbound -

300

30

28800

Media Routing Domain List

Interruptible Calls in Queue (Max) Max per call type Max time in queue
Cisco_BC Unchecked 5000 - -
ECE_Email Checked 15000 - -
ECE_Outbound Checked 5000 - -
ECE_Chat Unchecked 5000 - -
SocialMiner_Task Unchecked - - -

Cisco_Voice

 Unchecked As per your requirement - -

Note

Set the Max Per Call Type and Max Time in Queue values as per your requirement.

Expanded Call Variable List


Note

ECC variables will not be enabled by default. Use Unified CCE Configuration manager tool to enable the required ECC variables under the Expanded Call Variable List.

Name Enabled Persistent Maximum Length Description
user.CourtesyCallbackEnabled FALSE FALSE 1 Determines if Courtesy Callback is offered to a caller.
user.cvp_server_info FALSE FALSE 15 Used by Unified CVP to send the IP address of the Call Server sending the request to Unified CCE.
user.microapp.app_media_lib FALSE FALSE 210 Directory for all application-specific media files and grammar files. The .. bypasses the user. When writing a URL path, microapp.app_media_lib and

user.microapp.locale are the ECC variables.

user.microapp.caller_input FALSE FALSE 210 Storage area for an ASR input that is collected from Get Speech.

Note

 
Get Speech results are written to the ECC variable. Results from Get Digits or Menu microapplications are written to the CED.
user.microapp.currency FALSE FALSE 6 Currency type.
user.microapp.error_code FALSE FALSE 2 Error status code returned from Unified CVP to Unified CCE when the Run Script Result is False.
user.microapp.FromExtVXML FALSE FALSE

60

This variable array returns information from the external VoiceXML file. Must be configured as array variables, not Scalar Variables, and array length set to 4.
user.microapp.input_type FALSE FALSE 1 Specifies the type of input that is allowed. Valid contents are: D(DTMF) and B (Both DTMF and Voice). B is the default. If you are not using an ASR, set this variable to D. If you are using an ASR, you can set this variable to either D or B.
user.microapp.locale FALSE FALSE 5 Combination of language and country that defines the grammar and prompt set to use.
user.microapp.metadata FALSE FALSE 62 Following the Menu (M), Get Data (GD) and Get Speech (GS) micro-applications, Unified CVP now returns information about the execution of that micro-application.
user.microapp.play_data FALSE FALSE 40 Default storage area for data for Play Data micro-applications.
user.microapp.sys_media_lib FALSE FALSE 10 Directory for all systems media files, such as individual digits, months, default error messages, and so forth.
user.microapp.ToExtVXML FALSE FALSE

60

This variable array sends information to the external VoiceXML file. Must be configured as Array variables, not Scalar Variables and array length set to 4.
user.microapp.UseVXMLParams FALSE FALSE 1 Specifies the manner in which you pass the information to the external VoiceXML.
user.microapp.isPostCallSurvey FALSE FALSE 1 Used to determine if post call survey should be offered to a caller after the agent disconnects the call.
user.ece.activity.id FALSE FALSE

30

Needed for all types of WIM and EIM activities.
user.ece.customer.name FALSE FALSE

30

Needed for chat, callback, and delayed callback activities.
user.media.id FALSE FALSE 36 A number identifying a call to the Unified CCE Service, optionally, the H.323 Service.
user.microapp.grammar_choices FALSE FALSE 210 Specifies the ASR choices that a caller can input for the Get Speech micro-application.
user.microapp.inline_tts FALSE FALSE 210 Specifies the text for inline Text To Speech (TTS).
user.microapp.media_server FALSE FALSE 60 Root of the URL for all media files and external grammar files used in the script.
user.microapp.override_cli FALSE FALSE 200 Used by the system to override the CLI field on outgoing transfers.
user.microapp.pd_tts FALSE FALSE 1 Specifies whether Unifies Text To Speech or media files must be played to the caller.

System Information

  • Expanded Call Context: Enabled

  • Minimum Correlation number: 1001

  • Maximum Correlation number: 9999

  • Retain script versions:5

Agent Targeting Rule

Attribute
Name AgentExtension1, AgentExtension2 … AgentExtension6
Peripheral CUCM_PG_1, CUCM_PG_2 … CUCM_PG_6
Rule Type Agent Extension Agent Extension
Routing Client All routing clients
Extension Range

000 - 999

0000 - 9999

00000 - 99999

000000 - 999999

0000000 - 9999999

00000000 - 99999999

000000000 - 999999999

0000000000 - 9999999999

Outbound Dialer

SIP Dialer Name Enable

Unified CCE Pheripheral Name

Hangup Delay (1 - 10)

 Port Throttle
SIP_DIALER1 Yes CUCM_PG_1

1 sec

10.0
SIP_DIALER2 Yes CUCM_PG_2

1 sec

10.0
SIP_DIALER3 Yes CUCM_PG_3

1 sec

10.0
SIP_DIALER4 Yes CUCM_PG_4

1 sec

10.0
SIP_DIALER5 Yes CUCM_PG_5

1 sec

10.0
SIP_DIALER6 Yes CUCM_PG_6

1 sec

10.0

Base Configuration Parameters for 24000 Agent Deployment

Unified CCE Instance Explorer

Name

Type

Network VRU

HCS for CC

Standard

CVP_Network_VRU

hcs

Standard

CVP_Network_VRU

Agent Desk Settings List

Name

Ring No Answer Time

Logout Non-activity Time

Maximum Wrap Up Time

Default_Agent_Desk_Settings

null

null

7200

PG Explorer

Peripheral Gateway Type of PIM Routing Client Names

Unified CommunicationManager PG1

CUCM

CUCMPG1

Unified CommunicationManager PG2

CUCM

CUCMPG2

Unified CommunicationManager PG3

CUCM

CUCMPG3

Unified CommunicationManager PG4

CUCM

CUCMPG4

Unified CommunicationManager PG5

CUCM

CUCMPG5

Unified CommunicationManager PG6

CUCM

CUCMPG6

Unified CommunicationManager PG7

CUCM

CUCMPG7

Unified CommunicationManager PG8

CUCM

CUCMPG8

Unified CommunicationManager PG9

CUCM

CUCMPG9

Unified CommunicationManager PG10

CUCM

CUCMPG10

Unified CommunicationManager PG11

CUCM

CUCMPG11

Unified CommunicationManager PG12

CUCM

CUCMPG12

Unified Voice Response (VRU) PG1

VRU

CVPRC01 and CVPRC02

Unified Voice Response (VRU) PG2

VRU

CVPRC03 and CVPRC04

Unified Voice Response (VRU) PG3

VRU

CVPRC05 and CVPRC06

Unified Voice Response (VRU) PG4

VRU

CVPRC07 and CVPRC08

Unified Voice Response (VRU) PG5

VRU

CVPRC09 and CVPRC10

Unified Voice Response (VRU) PG6

VRU

CVPRC11 and CVPRC12

Unified Voice Response (VRU) PG7

VRU

CVPRC13 and CVPRC15

Unified Voice Response (VRU) PG8

VRU

CVPRC15 and CVPRC16

Unified Voice Response (VRU) PG9

VRU

CVPRC17 and CVPRC18

Unified Voice Response (VRU) PG10

VRU

CVPRC19 and CVPRC20

Unified Voice Response (VRU) PG11

VRU

CVPRC21 and CVPRC22

Unified Voice Response (VRU) PG12

VRU

CVPRC23 and CVPRC24

Media Routing (MR) PG 1

MediaRouting

Multichannel1

MediaRouting

Outbound1

MediaRouting

SocialMiner1

Media Routing (MR) PG 2

MediaRouting

Multichannel2

MediaRouting

Outbound2

MediaRouting

SocialMiner2

Media Routing (MR) PG 3

MediaRouting

Multichannel3

MediaRouting

Outbound3

MediaRouting

SocialMiner3

Media Routing (MR) PG 4

MediaRouting

Multichannel4

MediaRouting

Outbound4

MediaRouting

SocialMiner4

Media Routing (MR) PG 5

MediaRouting

Multichannel5

MediaRouting

Outbound5

MediaRouting

SocialMiner5

Media Routing (MR) PG 6

MediaRouting

Multichannel6

MediaRouting

Outbound6

MediaRouting

SocialMiner6

Media Routing (MR) PG 7

MediaRouting

Multichannel7

MediaRouting

Outbound7

MediaRouting

SocialMiner7

Media Routing (MR) PG 8

MediaRouting

Multichannel8

MediaRouting

Outbound8

MediaRouting

SocialMiner8

Media Routing (MR) PG 9

MediaRouting

Multichannel9

MediaRouting

SocialMiner9

MediaRouting

Outbound9

Media Routing (MR) PG 10

MediaRouting

Multichannel10

MediaRouting

Outbound10

MediaRouting

SocialMiner10

Media Routing (MR) PG 11

MediaRouting

Multichannel11

MediaRouting

Outbound11

MediaRouting

SocialMiner11

Media Routing (MR) PG 12

MediaRouting

Multichannel12

MediaRouting

Outbound12

MediaRouting

SocialMiner12

Network VRU Explorer

Name

Type

Network VRU Label Routing Client Name
CVP Network VRU Type 10

7777777777

CVPRC01, CVPRC02 ... CVPRC24

8881111000

CUCMPG1, CUCMPG2 ... CUCMPG12

6661111000

Outbound1, Outbound2 ... Outbound12

MR_Network_VRU_Type2 Type 2 - -

Network VRU Mapping

  • All Unified CVP routing clients are mapped to CVP_Network_VRU of Type10. This is displayed in the Advanced tab of the PG Explorer.

  • All Media Routing clients are mapped to MR_Network_VRU_Type2 of Type2. This is displayed in the Advanced tab of the PG Explorer.

Network VRU Script List

Name Network VRU VRU Script Name

Time

out

(Sec)

Configuration

Parameter

Customer Interruptible Override
Name Network VRU VRU Script Name Time out (Sec) Configuration Parameter Customer Interruptible Override
Greeting SubMenu Type 10 CVP VRU

M,

press1- press2-press3,A

 180 1-3 HCS for CC Checked Unchecked
Greeting _Not_Found Type10 CVP VRU PM, no _greeting _recorded, A 180 Y HCS for CC Checked Unchecked
GreetingReview Type10 CVP VRU PM,-a,A 180 Y HCS for CC Checked Unchecked
T10_GS_AUDIUM Type 10 CVP VRU GS,Server,V, FTP 180 ,,,,,,,,,,Y HCS for CC Checked Unchecked
CIMExternal ApplicationScript Type 2 MR VRU CIMExternal ApplicationScript 180 - HCS for CC Unchecked Unchecked
VXML_Server Type 10 CVP VRU GS, Server, V 180 __ HCS for CC Unchecked Unchecked
VXML_Server_ Interruptible Type 10 CVP VRU GS, Server, V, interrupt 9000 __ HCS for CC Checked Unchecked
VXML_Server_ Noninterruptible Type 10 CVP VRU

GS,

Server, V , nointerrupt

 9000 __ HCS for CC Unchecked Unchecked
AgentGreeting Type 10 CVP VRU PM, -a 180 none HCS for CC Unchecked Unchecked
GreetingMenu _1_to_9 Type 10 CVP VRU M, press _1_thru_9 _greeting, A 180 1-9 HCS for CC Checked Unchecked
Name Network VRU VRU Script Name

Time

out

(Sec)

Configuration

Parameter

Customer Interruptible Override
Greeting SubMenu Type 10 CVP VRU

M,

press1- press2-press3,A

 180 1-3 hcs Checked Unchecked
Greeting _Not_Found Type10 CVP VRU PM, no _greeting _recorded, A 180 Y hcs Checked Unchecked
GreetingReview Type10 CVP VRU PM,-a,A 180 Y hcs Checked Unchecked
T10_GS_AUDIUM Type 10 CVP VRU GS,Server,V, FTP 180 ,,,,,,,,,,Y hcs Checked Unchecked
CIMExternal ApplicationScript Type 2 MR VRU CIMExternal ApplicationScript 180 - hcs Unchecked Unchecked
VXML_Server Type 10 CVP VRU GS, Server, V 180 __ hcs Unchecked Unchecked
VXML_Server_ Interruptible Type 10 CVP VRU GS, Server, V, interrupt 9000 __ hcs Checked Unchecked
VXML_Server_ Noninterruptible Type 10 CVP VRU

GS,

Server, V , nointerrupt

 9000 __ hcs Unchecked Unchecked
AgentGreeting Type 10 CVP VRU PM, -a 180 none hcs Unchecked Unchecked
GreetingMenu _1_to_9 Type 10 CVP VRU M, press _1_thru_9 _greeting, A 180 1-9 hcs Checked Unchecked

Application Instance List

Application Instance

Name

Application Type

Permission Level

Application Key

Multichannel

MultiChannel

Other

Full read/write

cisco123

CCDM

CCDM

Cisco Voice

Full read/write

cisco123

Application Path List

Application Instance

Name

Peripheral Gateway

Application Path List
Peripheral Media Routing Domain

UQ.Desktop

5000.UQ.Desktop

CUCM_PG1

CUCM_PG_1

SocialMiner_Task

UQ.Desktop

5001.UQ.Desktop

CUCM_PG2

CUCM_PG_2

SocialMiner_Task

UQ.Desktop

5002.UQ.Desktop

CUCM_PG3

CUCM_PG_3

SocialMiner_Task

UQ.Desktop

5003.UQ.Desktop

CUCM_PG4

CUCM_PG_4

SocialMiner_Task

UQ.Desktop

5004.UQ.Desktop

CUCM_PG5

CUCM_PG_5

SocialMiner_Task

UQ.Desktop

5005.UQ.Desktop

CUCM_PG6

CUCM_PG_6

SocialMiner_Task

UQ.Desktop

5006.UQ.Desktop

CUCM_PG7

CUCM_PG_7

SocialMiner_Task

UQ.Desktop

5007.UQ.Desktop

CUCM_PG8

CUCM_PG_8

SocialMiner_Task

UQ.Desktop

5008.UQ.Desktop

CUCM_PG9

CUCM_PG_9

SocialMiner_Task

UQ.Desktop

5009.UQ.Desktop

CUCM_PG10

CUCM_PG_10

SocialMiner_Task

UQ.Desktop

5010.UQ.Desktop

CUCM_PG11

CUCM_PG_11

SocialMiner_Task

UQ.Desktop

5011.UQ.Desktop

CUCM_PG12

CUCM_PG_12

SocialMiner_Task

Expanded Call Variable List


Note

ECC variables will not be enabled by default. Use Unified CCE Configuration manager tool to enable the required ECC variables under the Expanded Call Variable List.

Name Enabled Persistent Maximum Length Description
user.CourtesyCallbackEnabled FALSE FALSE 1 Determines if Courtesy Callback is offered to a caller.
user.cvp_server_info FALSE FALSE 15 Used by Unified CVP to send the IP address of the Call Server sending the request to Unified CCE.
user.microapp.app_media_lib FALSE FALSE 210

Directory for all application-specific media files and grammar files. The .. bypasses the user. When writing a URL path, microapp.app_media_lib and

user.microapp.locale are the ECC variables.

user.microapp.caller_input FALSE FALSE 210

Storage area for an ASR input that is collected from Get Speech.

Note Get Speech results are

written to the ECC variable. Results from Get Digits or Menu microapplications are written to the CED.

user.microapp.currency FALSE FALSE 6 Currency type.
user.microapp.error_code FALSE FALSE 2 Error status code returned from Unified CVP to Unified CCE when the Run Script Result is False.
user.microapp.FromExtVXML FALSE FALSE 60 This variable array returns information from the external VoiceXML file. Must be configured as array variables, not Scalar Variables, and array length set to 4.
user.microapp.input_type FALSE FALSE 1 Specifies the type of input that is allowed. Valid contents are: D(DTMF) and B (Both DTMF and Voice). B is the default. If you are not using an ASR, set this variable to D. If you are using an ASR, you can set this variable to either D or B.
user.microapp.locale FALSE FALSE 5 Combination of language and country that defines the grammar and prompt set to use.
user.microapp.metadata FALSE FALSE 62 Following the Menu (M), Get Data (GD) and Get Speech (GS) micro-applications, Unified CVP now returns information about the execution of that micro-application.
user.microapp.play_data FALSE FALSE 40 Default storage area for data for Play Data micro-applications.
user.microapp.inline_tts FALSE FALSE 210 Specifies the text for inline Text To Speech (TTS).
user.microapp.media_server FALSE FALSE 60 Root of the URL for all media files and external grammar files used in the script.
user.microapp.override_cli FALSE FALSE 200 Used by the system to override the CLI field on outgoing transfers.
user.microapp.pd_tts FALSE FALSE 1 Specifies whether Unifies Text To Speech or media files must be played to the caller.
user.ece.activity.id FALSE FALSE 30 Needed for all types of WIM and EIM activities.
user.ece.customer.name FALSE FALSE 30 Needed for chat, callback, and delayed callback activities.
user.media.id FALSE FALSE 36 A number identifying a call to the Unified CCE Service, optionally, the H.323 Service.
user.microapp.grammar_choices FALSE FALSE 210 Specifies the ASR choices that a caller can input for the Get Speech micro-application.

Media Class List

Name

Description

Life

Start Timeout

Max Duration
Cisco_Chat

System provided media class for Cisco chat

1200

30

28800
Cisco_Task

System provided media class for Cisco Task

1200

30

28800
Cisco_Voice

Default value for Cisco Voice

0

0

0

CIM_BC

-

300

30

28800
ECE_Chat -

300

30

28800
ECE_Email -

300

30

28800
ECE_Outbound -

300

30

28800

Media Routing Domain List

Interruptible Calls in Queue (Max) Max per call type Max time in queue
Cisco_BC Unchecked 5000 - -
ECE_Email Checked 15000 - -
ECE_Outbound Checked 5000 - -
ECE_Chat Unchecked 5000 - -
SocialMiner_Task Unchecked - - -

Cisco_Voice

 Unchecked As per your requirement - -

Note

Set the Max Per Call Type and Max Time in Queue values as per your requirement.

System Information

  • Expanded Call Context: Enabled

  • Minimum Correlation number: 1001

  • Maximum Correlation number: 9999

  • Retain script versions:5

Agent Targeting Rule

Attribute
Name AgentExtension1, AgentExtension2 … AgentExtension6
Peripheral CUCM_PG_1, CUCM_PG_2 … CUCM_PG_12
Rule Type Agent Extension Agent Extension
Routing Client All routing clients
Extension Range

000 - 999

0000 - 9999

00000 - 99999

000000 - 999999

0000000 - 9999999

00000000 - 99999999

000000000 - 999999999

0000000000 - 9999999999

Outbound Dialer

SIP Dialer Name Enable

Unified CCE Pheripheral Name

Hangup Delay (1 - 10)

 Port Throttle
SIP_DIALER1 Yes CUCM_PG_1

1 sec

10.0
SIP_DIALER2 Yes CUCM_PG_2

1 sec

 10.0
SIP_DIALER3 Yes CUCM_PG_3

1 sec

 10.0
SIP_DIALER4 Yes CUCM_PG_4

1 sec

 10.0
SIP_DIALER5 Yes CUCM_PG_5

1 sec

 10.0
SIP_DIALER6 Yes CUCM_PG_6

1 sec

 10.0
SIP_DIALER7

Yes

CUCM_PG_7

1 sec

10.0
SIP_DIALER8

Yes

CUCM_PG_8

1 sec

10.0
SIP_DIALER9

Yes

CUCM_PG_9

1 sec

10.0
SIP_DIALER10

Yes

CUCM_PG_10

1 sec

10.0
SIP_DIALER11

Yes

CUCM_PG_11

1 sec

10.0
SIP_DIALER12

Yes

CUCM_PG_12

1 sec

10.0

Base Configuration Parameters for Small Contact Center Agent Deployment

Unified CCE Instance Explorer

Name

Type

Network VRU

HCS for CC

Standard

CVP_Network_VRU

hcs

Standard

CVP_Network_VRU

Agent Desk Settings List

Name

Ring No Answer Time

Logout Non-activity Time

Maximum Wrap Up Time

Default_Agent_Desk_Settings

null

null

7200

PG Explorer

Peripheral Gateway Type of PIM Routing client Name
Unified Communication Manager PG1 CUCM CUCMPG1
Unified Voice Response (VRU) PG VRU CVPRC01
VRU CVPRC02
VRU CVPRC03
VRU CVPRC04

Network VRU Explorer

Name Type Network VRU Label Routing Client Name
CVP Network VRU Type 10 7777777777 CVPRC01
7777777777 CVPRC02
7777777777 CVPRC03
7777777777 CVPRC04
8881111000 CUCMPG1
MR_Network_VRU Type 2

-

-

Network VRU Mapping

All Unified CVP routing clients are mapped to CVP_Network_VRU of Type10. This is displayed in the Advanced tab of the PG Explorer.

Network VRU Script List

Name Network VRU VRU Script Name

Time

out

(Sec)

Configuration

Parameter

Customer Interruptible Override

VXML_Server

Type 10 CVP VRU

GS, Server, V

180 __ HCS for CC Unchecked Unchecked

VXML_Server_ Interruptible

Type 10 CVP VRU

GS, Server, V, interrupt

9000 __ HCS for CC Checked Unchecked

VXML_Server_ Noninterruptible

Type 10 CVP VRU

GS,

Server, V , nointerrupt

9000 __ HCS for CC Unchecked Unchecked

AgentGreeting

Type 10 CVP VRU

PM, -a

180 none HCS for CC Unchecked Unchecked

GreetingMenu

_1_to_9

Type 10 CVP VRU

M, press

_1_thru_9

_greeting, A

180 1-9 HCS for CC Checked Unchecked

Greeting

SubMenu

Type 10 CVP VRU

M,

press1-

press2-press3,A

180 1-3 HCS for CC Checked Unchecked

Greeting

_Not_Found

Type10 CVP VRU

PM, no

_greeting

_recorded, A

180 Y HCS for CC Checked Unchecked

GreetingReview

Type10 CVP VRU

PM,-a,A

180 Y HCS for CC Checked Unchecked

T10_GS_AUDIUM

Type 10 CVP VRU

GS,Server,V, FTP

180 ,,,,,,,,,,Y HCS for CC Checked Unchecked

CIMExternal

ApplicationScript

Type 2 MR VRU

CIMExternal

ApplicationScript

180 - HCS for CC Unchecked Unchecked
Name Network VRU VRU Script Name

Time

out

(Sec)

Configuration

Parameter

Customer Interruptible Override

VXML_Server

Type 10 CVP VRU

GS, Server, V

180 __ hcs Unchecked Unchecked

VXML_Server_ Interruptible

Type 10 CVP VRU

GS, Server, V, interrupt

9000 __ hcs Checked Unchecked

VXML_Server_ Noninterruptible

Type 10 CVP VRU

GS,

Server, V , nointerrupt

9000 __ hcs Unchecked Unchecked

AgentGreeting

Type 10 CVP VRU

PM, -a

180 none hcs Unchecked Unchecked

GreetingMenu

_1_to_9

Type 10 CVP VRU

M, press

_1_thru_9

_greeting, A

180 1-9 hcs Checked Unchecked

Greeting

SubMenu

Type 10 CVP VRU

M,

press1-

press2-press3,A

180 1-3 hcs Checked Unchecked

Greeting

_Not_Found

Type10 CVP VRU

PM, no

_greeting

_recorded, A

180 Y hcs Checked Unchecked

GreetingReview

Type10 CVP VRU

PM,-a,A

180 Y hcs Checked Unchecked

T10_GS_AUDIUM

Type 10 CVP VRU

GS,Server,V, FTP

180 ,,,,,,,,,,Y hcs Checked Unchecked

CIMExternal

ApplicationScript

Type 2 MR VRU

CIMExternal

ApplicationScript

180 - hcs Unchecked Unchecked

Application Instance List

Application Instance

Name

Application Type

Permission Level

Application Key

Multichannel

MultiChannel

Other

Full read/write

cisco123

CCDM

CCDM

Cisco Voice

Full read/write

cisco123

Application Path List

Application Instance

Name

Peripheral Gateway

Application Path List members

UQ.Desktop

5000.UQ.Desktop

CUCM_PG

Peripheral

Media Routing Domain

CUCM_PG_1

SocialMiner_Task

Media Class List

Name

Description

Life

Start Timeout

Max Duration
Cisco_Chat

System provided media class for Cisco chat

1200

30

28800
Cisco_Task

System provided media class for Cisco Task

1200

30

28800
Cisco_Voice

Default value for Cisco Voice

0

0

0

CIM_BC

-

300

30

28800
ECE_Chat -

300

30

28800
ECE_Email -

300

30

28800
ECE_Outbound -

300

30

28800

Media Routing Domain List

Interruptible Calls in Queue (Max) Max per call type Max time in queue
Cisco_BC Unchecked 5000 - -
ECE_Email Checked 15000 - -
ECE_Outbound Checked 5000 - -
ECE_Chat Unchecked 5000 - -
SocialMiner_Task Unchecked - - -

Cisco_Voice

 Unchecked As per your requirement - -

Note

Set the Max Per Call Type and Max Time in Queue values as per your requirement.

Expanded Call Variable List


Note

ECC variables will not be enabled by default. Use Unified CCE Configuration manager tool to enable the required ECC variables under the Expanded Call Variable List.

Name Enabled Persistent Maximum Length Description
user.CourtesyCallbackEnabled FALSE FALSE 1 Determines if Courtesy Callback is offered to a caller.
user.cvp_server_info FALSE FALSE 15 Used by Unified CVP to send the IP address of the Call Server sending the request to Unified CCE.
user.microapp.app_media_lib FALSE FALSE 210 Directory for all application-specific media files and grammar files. The .. bypasses the user. When writing a URL path, microapp.app_media_lib and

user.microapp.locale are the ECC variables.

user.microapp.caller_input FALSE FALSE 210 Storage area for an ASR input that is collected from Get Speech.

Note

 
Get Speech results are written to the ECC variable. Results from Get Digits or Menu microapplications are written to the CED.
user.microapp.currency FALSE FALSE 6 Currency type.
user.microapp.error_code FALSE FALSE 2 Error status code returned from Unified CVP to Unified CCE when the Run Script Result is False.
user.microapp.FromExtVXML FALSE FALSE

60

This variable array returns information from the external VoiceXML file. Must be configured as array variables, not Scalar Variables, and array length set to 4.
user.microapp.input_type FALSE FALSE 1 Specifies the type of input that is allowed. Valid contents are: D(DTMF) and B (Both DTMF and Voice). B is the default. If you are not using an ASR, set this variable to D. If you are using an ASR, you can set this variable to either D or B.
user.microapp.locale FALSE FALSE 5 Combination of language and country that defines the grammar and prompt set to use.
user.microapp.metadata FALSE FALSE 62 Following the Menu (M), Get Data (GD) and Get Speech (GS) micro-applications, Unified CVP now returns information about the execution of that micro-application.
user.microapp.play_data FALSE FALSE 40 Default storage area for data for Play Data micro-applications.
user.microapp.sys_media_lib FALSE FALSE 10 Directory for all systems media files, such as individual digits, months, default error messages, and so forth.
user.microapp.ToExtVXML FALSE FALSE

60

This variable array sends information to the external VoiceXML file. Must be configured as Array variables, not Scalar Variables and array length set to 4.
user.microapp.UseVXMLParams FALSE FALSE 1 Specifies the manner in which you pass the information to the external VoiceXML.
user.microapp.isPostCallSurvey FALSE FALSE 1 Used to determine if post call survey should be offered to a caller after the agent disconnects the call.
user.ece.activity.id FALSE FALSE

30

Needed for all types of WIM and EIM activities.
user.ece.customer.name FALSE FALSE

30

Needed for chat, callback, and delayed callback activities.
user.media.id FALSE FALSE 36 A number identifying a call to the Unified CCE Service, optionally, the H.323 Service.
user.microapp.grammar_choices FALSE FALSE 210 Specifies the ASR choices that a caller can input for the Get Speech micro-application.
user.microapp.inline_tts FALSE FALSE 210 Specifies the text for inline Text To Speech (TTS).
user.microapp.media_server FALSE FALSE 60 Root of the URL for all media files and external grammar files used in the script.
user.microapp.override_cli FALSE FALSE 200 Used by the system to override the CLI field on outgoing transfers.
user.microapp.pd_tts FALSE FALSE 1 Specifies whether Unifies Text To Speech or media files must be played to the caller.

System Information

  • Expanded Call Context: Enabled

  • Minimum Correlation number: 1001

  • Maximum Correlation number: 9999

  • Retain script versions:5

Agent Targeting Rule

Attribute
Name

AgentExtensions

Peripheral CUCM_PG_1
Rule Type Agent Extension
Routing Client All routing clients
Extension Range

000 - 999

0000 - 9999

00000 - 99999

000000 - 999999

0000000 - 9999999

00000000 - 99999999

000000000 - 999999999

0000000000 - 9999999999

IOPS values for Unified Communication Manager

The IOPS values for Unified Communication Manager are based on the BHCA values. These values may differs for the following scenarios:

  • Software upgrades during business hours generate 800 to 1200 IOPS in addition to steady state IOPS.

  • CDR/CMR using CDR Analysis and Reporting (CAR):

    • A Unified Communications Manager that sends CDR/CMR to the external billing server does not incur any additional IOPS.

    • CAR continuous loading results in around 300 IOPS average on the system.

    • Scheduled uploads are around 250 IOPS for Publisher VM only.

  • Trace collection is 100 IOPS (occurs on all VMs for which tracing is enabled).

  • Nightly backup (usually Publisher VM only) is 50 IOPS.

Mount ISO Files

Upload ISO image to data store:

  1. Select the host in the vSphere client and click Configuration. Then click Storage in the left panel.

  2. Select the datastore that will hold the ISO file.

  3. Right click and select Browse datastore.

  4. Click the Upload icon and select Upload file.

  5. Browse to the location on your local drive where you saved the ISO file, and upload the ISO to the datastore.

Mount the ISO image:

  1. Right-click the VM in the vSphere client and select Edit virtual machine settings.

  2. Click Hardware and select CD|DVD Drive 1.

  3. Check Connect at power on (Device status panel upper right).

  4. Click the Datastore ISO File radio button and then click Browse.

  5. Navigate to the data store where you uploaded the file.

  6. Select the ISO file and click OK.

Set Up NTP and Time Configuration at the Customer Site

Any domain controllers at the customer site must be configured to use NTP servers. The two ESXi host servers must point to the same NTP servers as the domain controllers. Additionally, you must review time configuration settings on the ESXi servers.

Procedure

Step 1

To add an NTP server to the domain controller:

  1. Locate the Microsoft instructions on how to configure an authoritative time server in Windows Server.

    Public NTP servers are available on the Internet if you do not have one.

  2. Note down the IP address or domain name of the NTP server that you add.

Step 2

To point the ESXi core servers to the domain controller NTP servers:

  1. For each core server, click the Configuration tab.

  2. Choose Time Configuration > Properties... > Options.

    This opens a panel with two sections: General and NTP Settings.

  3. Click NTP Settings. Then click Add.

  4. Enter the IP address of the primary domain controller. Click OK. Click Restart.

Step 3

To set the startup policy for the NTP server(s):

  1. Navigate to Time Configuration . Then select Properties.

  2. Check NTP Client Enabled.

  3. Click Options.

  4. Select Start. Click OK.

Step 4

To review the time settings for the host servers:

  1. Click the Configuration tab.

  2. In the Software panel, select Time Configuration, which shows the Date & Time and the NTP Servers.

Step 5

To adjust the Date & Time if they are incorrect:

  1. Click Properties...

    This opens the Time Configuration dialog box.

  2. Change the Time and Date fields. Then click OK.

CCDM Logging and MaxSizeRollBackups

This section refers to the CCDM Logging and MaxSizeRollBackups:

Logging

Unified CCDM provides an extensive logging framework for each of the components of the system to aid troubleshooting in the event of a problem.

Logging trace levels are stored in the registry for each separate component and may be set to one of the four following values:

Logging Level Name Description
0 ERROR This is the lowest level of logging. It will only log information relating to exceptions that occurred in the application.
1 WARN Warn provides ERROR level logging plus warnings raised for potential system issues.
2 INFO Info is the default logging level. It provides ERROR and WARN as well as standard diagnostic information.
3 DEBUG Debug is the highest level of logging. It provides detailed information of every operation that is performed. Debug logging has an adverse effect on performance, its usage should be kept to a minimum.

Set Logging Level Using the Unified System CLI in the CCDM Server

Complete the following procedure to set logging level using the Unified System CLI in the CCDM server.

Procedure

Step 1

Navigate to Start > All Programs > Domain Manager > Unified System CLI.

Step 2

Enter the username (wsmadmin) and password for the wsmadmin user

Step 3

Enter the instance name (optional) and click Enter.

Step 4

Enter a debug level , for example debug level 0.

Note

 
The value can be any logging level given in the table above.

MaxSizeRollBackups

MaxSizeRollBackups setting defines the number of log files per day to store before deleting them and creating a new one. This feature protects against a high volume of exceptions filling the disk in a short period of time.

MaxSizeRollBackups parameter is present in the configuration file for Application Server, Web, Data, Import Server services. Partitioning service, Provisioning service

Install and Configure Jabber for Windows

Install and Configure Jabber Client

You can run the installation program manually to install a single instance of the client and specify connection settings in the Manual setup and sign-in window.

Procedure

Step 1

Launch CiscoJabberSetup.msi.

The installation program opens a window to guide you through the installation process.

Step 2

Select Accept and Install to begin the installation.

Step 3

Check Launch Cisco Jabber and select Finish.

Step 4

Select Manual setup and sign-in.

Step 5

In Select your Account Type window check Cisco Communication Manager ( Phone capabilities only).

Step 6

In the Login server select: use the following servers and enter the details of TFTP server, CTI server and CUCM server . Click Save

Step 7

Enter the User Name( the end user created in CUCM for jabber phone) and Password and sign in.

Configure Jabber Using UCDM

Add End User

Procedure

Step 1

Log in as Provider / Customer Admin.

Step 2

Navigate to Location Administration > End Users.

Step 3

Choose a Location from the drop-down list.

Step 4

Click Add.

Step 5

Enter Username, Password, Lastname and then, choose a Role from drop-down list.

Step 6

Fill rest of the form with User Details and click Next.

Step 7

Enter Phone Pin for the user.

Step 8

Select Feature Group.

Step 9

Select Access Profile, Security Profile, and Feature Display Policy.

Step 10

Click Add.

Migrate Agents and Supervisors to Single Sign-On Accounts


Important

Be aware that this release does not provide support for disabling SSO once it is enabled.

Customers electing global hybrid mode to incrementally add SSO-enabled users may subsequently move to global enablement, or global enablement may be configured directly. However, the transition of hybrid mode to global off, of per-agent disablement while in hybrid mode, or of switching global on to global off is not supported at this time.

Customers who attempt to disable SSO after enabling it may experience user account inconsistencies, such as cleared (pre-SSO) passwords, invalid passwords, and Cisco Unified Intelligence Center reporting issues for supervisor accounts introduced after SSO was enabled. For this reason, be sure to back up Logger databases using the Microsoft SQL Server Backup and Restore utility.

Contact the Cisco TAC for questions or assistance.

If you are enabling SSO in an existing deployment, you can set the SSO state to hybrid to support a mix of SSO and non-SSO users. In hybrid mode, you can enable agents and supervisors selectively for SSO making it possible for you to transition your system to SSO in phases.

Use the procedures in this section to migrate groups of agents and supervisors to SSO accounts using the SSO Migration content file in the Unified CCE Administration Bulk Jobs tool. You use the Administration Bulk Jobs tool to download a content file containing records for agents and supervisors who have not migrated to SSO accounts. You modify the content file locally to specify SSO usernames for the existing agents and supervisors. Using the Administration Bulk Jobs tool again, you upload the content file to update the agents and supervisors usernames; the users are also automatically enabled for SSO.

The content file returns the first 12,000 agents and supervisors who have not been migrated to SSO accounts. After you run the bulk job to update users from that group of records, you can download the SSO Migration content file again to update additional agent and supervisor records.

If you do not want to migrate a user, delete the row for that user.

For instructions on how to setup SSO for Agent or Supervisor login, see the Configure the Cisco Identity Service.


Important

While the Finesse agent is logged in, changing the login name prevents the agent from answering or placing calls. In this situation, the agent can still change between ready and not_ready state. This affects all active agents, independent of whether SSO is enabled or disabled. Should you need to modify a login name, do so only after the corresponding agent is logged out. Note too that SSO migration (moving a non-SSO agent to be SSO-enabled, by either hybrid mode or global SSO mode) should not be done when the agent is logged in.

Procedure

Step 1

In Unified CCE Administration, navigate to Manage > Bulk Jobs.

Step 2

Download the SSO Migration bulk job content file.

  1. Click Templates.

    The Download Templates popup window opens.

  2. Click the Download icon for the SSO Migration template.

  3. Click OK to close the Download Templates popup window.

Step 3

Enter the SSO usernames in the SSO Migration content file.

  1. Open the template in Microsoft Excel. Update the newUserName field for the agents and supervisors whom you want to migrate to SSO accounts.

    The content file for the SSO migration bulk job contains these fields:

    Field

    Required?

    Description

    userName

    Yes

    The user's non-SSO username.

    firstName

    No

    The user's first name.

    lastName

    No

    The user's last name.

    newUserName

    No

    The user's new SSO username. Enter up to 255 ASCII characters.

    If you want to enable a user for SSO, but keep the current username, leave newUserName blank, or copy the value of userName into newUserName.

  2. Save the populated file locally.

Step 4

Create a bulk job to update the usernames in the database.

  1. Click New to open the New Bulk Job window.

  2. Enter an optional Description for the job.

  3. In the Content File field, browse to the SSO Migration content file you completed.

    The content file is validated before the bulk job is created.

  4. Click Save.

    The new bulk job appears in the list of bulk jobs. Optionally, click the bulk job to review the details and status for the bulk job. You can also download the log file for a bulk job.

    When the bulk job completes, the agents and supervisors are enabled for SSO and their usernames are updated. You can open an individual user's record to see the changes.

Step 5

Repeat this procedure, if needed, to migrate additional agents and supervisors to SSO usernames.

What to do next

After all of the agents and supervisors in your deployment are migrated to SSO accounts, you can enable SSO globally in your deployment.

Globally Disable Single Sign-On

Follow these steps if you need to globally disable single sign-on from either SSO or Hybrid mode.

Important
If you later want to migrate agents or supervisors from SSO-enabled to non-SSO:

  • If you change a Cisco Unified Intelligence Center supervisor who was created as SSO-enabled to non-SSO, a new, non-SSO user account is created for the supervisor after the next user synchronization. The older, SSO-enabled supervisor account (in the format SSO\<loginname>) still exists in Cisco Unified Intelligence Center, however, and you must delete it. You must reconfigure the new, non-SSO supervisor user account (that matches the supervisor's SAM account name in Active Directory) in Cisco Unified Intelligence Center Administration Console to set up the supervisor's reports and permissions.

Procedure

Step 1

If the system is in SSO mode, change the SSO mode to Hybrid in the Unified CCE Administration Single Sign-On tool.

Step 2

Disable agents for SSO, and assign the agents new passwords. This step allows the agents to sign into Finesse.

Step 3

Disable supervisors for SSO. This step allows the supervisors to sign in to Unified CCE Administration to reskill agents.

Step 4

After you have updated all of the agent and supervisor records, change the SSO mode to Non-SSO.

Java Upgrades

In 12.5(1), after the initial release, CCE transitioned from Oracle to OpenJDK for the Java runtime environment. Newer installs and upgrades with 12.5(1a) base installer run with OpenJDK JRE while the older installs and upgrades with 12.5(1) base run with Oracle JRE. Existing 12.5(1) deployments will transition to OpenJDK with 12.5(1) ES55, which in turn is a mandatory prerequisite for receiving further maintenance patches on CCE.

During installations and upgrades, Unified CCE installs the base required Java version.

Before updating the Java Runtime Environment (JRE):

  • Run the command at the command prompt: cd %CCE_JAVA_HOME%\bin.


    Important
    Use JAVA_HOME if you are employing Oracle JRE.

  • Export the certificates of all the components imported into the truststore.

    The command to export the certificates is keytool -export -keystore <JRE path>\lib\security\cacerts -alias <alias of the component> -file <filepath>.cer

  • Enter the truststore password when prompted.

You can apply Java updates to your contact center as follows:

After updating the OpenJDK Java Runtime Environment (JRE):

  • Run the command at the command prompt: cd %CCE_JAVA_HOME%\bin.


    Important
    Use JAVA_HOME if you are employing Oracle JRE.

  • Import the certificates for all the components that you previously exported from the truststore before you updated the JRE.

    The command to import certificates is keytool -import -keystore <JRE path>\lib\security\cacerts -file <filepath>.cer -alias <alias>.

  • Enter the truststore password when prompted.

  • Enter 'yes' when prompted to trust the certificate.

Upgrade OpenJDKUtility

The Cisco Upgrade OpenJDKUtility:

  • Upgrades OpenJDK JRE to latest release.

  • Supports upgrade for both MSI and Zip file formats.

  • Automatically sets the CCE_JAVA_HOME environment variable to updated version so that Unified CCE applications can employ the latest OpenJDK version as the Java runtime.

Before using the tool:

  • Download the OpenJDK installer from the OpenLogic OpenJDK website: https://www.openlogic.com/openjdk. (Both msi and zip formats are supported).

  • Copy the downloaded file into the Unified CCE component VMs. For Example C:\UpgradeOpenJDKTool.

  • Download the utility from and unzip OpenJdkUpgradeTool.zip to any local folder. For example: Download and Unzip under C:\UpgradeOpenJDKTool.

  • Run openJDKUtility.exe from unziped folder For all the supported commands and for more details, refer to the Readme.html (which is available as part of the OpenJdkUpgradeTool.zip ).

    Once the installation is successful, CCE_JAVA_HOME is updated and does not trigger the system reboot.

Upgrade Tomcat Utility

Use the optional Cisco Upgrade Tomcat Utility to:

  • Upgrade Tomcat to version 7.0 build releases. (That is, only version 7.0 build releases work with this tool.) You may choose to upgrade to newer builds of Tomcat release 7.0 to keep up with the latest security fixes.

    Tomcat uses the following release numbering scheme: Major.minor.build. For example, you can upgrade from 7.0.62 to 7.0.65 . You cannot use this tool for major or minor version upgrades.

    Revert a Tomcat upgrade.


    Note

    If you use the utility to upgrade Tomcat multiple times, you can revert to only one version back of Tomcat. For example, if you upgrade Tomcat from 7.0.62 to 7.0.63, and then to 7.0.75, the utility reverts Tomcat to 7.0.63.

Before using the tool:

  • Download the Tomcat installer (apache-tomcat-version.exe) from the Tomcat website: http://archive.apache.org/dist/tomcat/tomcat-7/ . Copy the installer onto the Unified CCE component VMs. For Example C:\UpgradeTomcatTool.

  • Download the utility zip file, extract it, and run the file to upgrade Tomcat.

    Download link:

  • Delete or back up large log files in these directories to reduce upgrade time:
    • <ICM install directory>:\icm\tomcat\logs
    • <ICM install directory>:\icm\debug.txt

Upgrade Tomcat

For detailed information on the results from each step, see the ../UpgradeTomcatResults/UpgradeTomcat.log file.


Note

Stop Unified CCE services on the VM before using the Tomcat Utility.

Procedure

Step 1

From the command line, navigate to the directory where you copied the Upgrade Tomcat Utility.

Step 2

Enter this command to run the tool: java -jar UpgradeTomcatTool-<version>.jar -upgrade

Step 3

When prompted, enter the full pathname of the new Tomcat installer.

For example: 
c:\tomcatInstaller\apache-tomcat-<version>.exe

Step 4

When prompted, enter yes to continue with the upgrade.

Step 5

Repeat these steps for all unified CCE component VMs.

Revert Tomcat

For detailed information on the results from each step, see the ../UpgradeTomcatResults/UpgradeTomcat.log file.


Note

Stop Unified CCE services on the VM before using the Tomcat Utility.

Procedure

Step 1

From the command line, navigate to the directory where you copied the Upgrade Tomcat Utility.

Step 2

Enter this command to run the tool: java -jar UpgradeTomcatTool-<version>.jar -revert

Step 3

When prompted, enter yes to continue with the reversion.

Step 4

Repeat these steps for all unified CCE component VMs.

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