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

Configure Core Component Integrated Options

Results

Updated:
May 20, 2022

Chapter: Configure Core Component Integrated Options

Configure Core Component Integrated Options

Configure Courtesy Callback

The following diagram shows the components that you must configure for Courtesy Callback.

Figure 1. Courtesy Callback components


Complete the following procedures for Courtesy Callback configurations:

Configure Gateway

Configure the VXML Gateway for Courtesy Callback

Complete the following procedure to configure the VXML gateway for Courtesy Callback:

Procedure
Step 1

Copy cvp_ccb_vxml.tcl from the CVP Operations Console to the flash memory of the gateway, as follows:

  1. Select Bulk Administration > File Transfer > Scripts and Media.

  2. In Device Association, select Gateway for Device Type.

  3. Select the required gateway from the Available list.

  4. Click the right arrow icon to move the available gateway to the Selected list.

  5. From the default gateway files, highlight cvp_ccb_vxml.tcl.

  6. Click Transfer.

Step 2

Log on to VXML gateway.

Step 3

Add the cvp_cc service to the configuration service cvp_cc flash:cvp_ccb_vxml.tcl.

This service does not require any parameters.

Step 4

Enter the following command to load the application:

call application voice load cvp_cc

Step 5

On the VoIP dial-peer that defines the VRU from Unified CCE, verify that the codec can be used for recording.

Example:

The following example verifies that g711ulaw can be used for recording in Courtesy Callback: 

dial-peer voice 123 voip
 service bootstrap
 incoming called-number 123T
 dtmf-relay rte-nte
 h245-signal
 h245-alphanumeric
 codec g711ulaw
 no vad!
Step 6

Configure the following to ensure that SIP is setup to forward SIP INFO messaging: 

voice service voip
 signaling forward unconditional
Step 7

To play the beep to prompt the caller to record their name in the BillingQueue example script add the following text to the configuration:

vxml version 2.0

Note 

Whenever you enable vxml version 2.0 on the gateway, vxml audioerror is off by default. When an audio file cannot be played, error.badfetch will not generate an audio error event.

To generate an error in the gateway, enable vxmlaudioerror.

Example:
The following example uses config terminal mode to add both commands: 
config t
vxml version 2.0
vxml audioerror
exit

Configure the Ingress Gateway for Courtesy Callback

Complete the following procedure to configure the ingress gateway for courtesy callback:

Procedure
Step 1

Copy surviability.tcl from the Operations Console to the flash memory of the gateway, as follows:

  1. Select Bulk Administration > File Transfer > Scripts and Media.

  2. In Device Association, select Gateway for Device Type.

  3. Select the required gateway from the Available list.

  4. Click the right arrow icon to move the available gateway to the Selected list.

  5. From the default gateway files, highlight survivability.tcl.

  6. Click Transfer.

Step 2

Log onto the ingress gateway.

Step 3

Add the following to the survivability service:

param ccb id:<host name or ip of this gateway>;loc:<location name>;trunks:<number of callback trunks>

  • id - A unique identifier for this gateway and is logged to the database to show which gateway processed the original callback request.

  • loc - An arbitrary location name specifying the location of this gateway.

  • Trunks - The number of DS0's reserved for callbacks on this gateway. Limit the number of T1/E1 trunks to enable the system to limit the resources allowed for callbacks.

Example:
The following example shows a basic configuration: 
service cvp-survivability flash:survivability.tcl
param ccb id:10.86.132.177;loc:doclab;trunks:1!
Step 4

Create the incoming POTS dial peer, or verify that the survivability service is being used on your incoming POTS dial peer.

Example:
For example, 
dial-peer voice 978555 pots
service cvp-survivability
incoming called-number 9785551234
direct-inward-dial!
Step 5

Create outgoing POTS dial peers for the callbacks. These are the dial peers that place the actual call back out to the PSTN.

Example:
For example, 
dial-peer voice 978555 pots
destination-pattern 978555....
no digit-strip port 0/0/1:23!
Step 6

Use the following configuration to ensure that SIP is set up to forward SIP INFO messaging:

voice service voip signaling forward unconditional

Configure CUBE-E for Courtesy Callback


Note

If you are using CUBE-E then you need sip profile configuration and apply it on outgoing dial-peer through cvp. See the below the example:

A "sip-profile¨ configuration is needed on ISR CUBE E for the courtesy callback feature. To configure the "sip-profile", the following must be added

voice class sip-profiles 103

request INVITE sip-header Call-Info add "X-Cisco-CCBProbe: <ccb param>"

where "<ccb param>" is the "ccb" parameter defined in the survivability service. Add this "sip-profile" to the outgoing dial-peer to the CVP.

The following is a configuration example

voice class sip-profiles 103

request INVITE sip-header Call-Info add "X-Cisco-CCBProbe: id:10.10.10.180;sydlab;trunks:4"

dial-peer voice 5001 voip

description Comprehensive outbound route to CVP

destination-pattern 5001

session protocol sipv2

session target ipv4:10.10.10.10

dtmf-relay rtp-nte

voice-class sip profiles 103

codec g711ulaw

no vad

In the above example, 10.10.10.180 is the CUBE IP and 10.10.10.10 is the CVP Call Server IP.


Note

If CUBE E is used for Courtesy Call Back then under voice service voip class in CUBE E must have media flow-through for Courtesy Call Back to work.

Configure Unified CVP

Configure the Reporting Server for Courtesy Callback

A reporting server is required for the Courtesy Callback feature. Complete the following procedure to configure a reporting server for Courtesy Callback:

Before you begin

Install and configure the Reporting Server.

Procedure
Step 1

In the Operations Console, select System > Courtesy Callback.

The Courtesy Callback Configuration page displays.

Step 2

Choose the General tab.

Step 3

Click the Unified CVP Reporting Server drop-down, and select the Reporting Server to use for storing Courtesy Callback data.

Step 4

If required, select Enable secure communication with the Courtesy Callback database.

Step 5

Configure allowed and disabled dialed numbers.

These are the numbers that the system should and should not call when it is making a Courtesy Callback to a caller.

Note 

Initially, there are no allowed dialed numbers for the Courtesy Callback feature. Allow Unmatched Dialed Numbers is de-selected and, the Allowed Dialed Numbers window is empty.

Step 6

Adjust the Maximum Number of Calls per Calling Number to the desired number.

By default, this is set to 0 and no limit is imposed. This setting allows you to limit the number of calls that are eligible to receive a callback from the same calling number.

If this field is set to a positive number (X), then the Courtesy Callback Validate element only allows X callbacks per calling number to go through the preemptive exit state at any time.

If there are already X callbacks offered for a calling number, new calls go through the none exit state of the Validate element.

In addition, if no calling number is available for a call, the call always goes through the none exit state of the Validate element.

Step 7

Choose the Call Server Deployment tab and move the Call Server you want to use for Courtesy Callbacks from the Available box to the Selected box.

Step 8

Click Save.

The configuration becomes active (is deployed) the next time the Reporting Server is restarted.

Step 9

You can also deploy the new Reporting Server configuration immediately by clicking Save & Deploy.

Note 
After all the updates are configured, restart the Reporting Server to update the configuration.

Configure the Call Studio Scripts for Courtesy Callback

The Courtesy Callback feature is controlled by a combination of Call Studio scripts and ICM scripts. Complete the following procedure to configure the Call Studio scripts:
Procedure
Step 1

Access the .zip file from the CVP OAMP machine from the location C:\Cisco\CVP\OPSConsoleServer\StudioDownloads\CourtesyCallbackStudioScripts.zip.

Step 2

Extract the example Call Studio Courtesy Callback scripts contained in CourtesyCallbackStudioScripts.zip to a folder of your choice on the computer running CallStudio.

Each folder contains a Call Studio project having the same name as the folder. The five individual project comprise the Courtesy Callback feature.

Note 
Do not modify the scripts CallbackEngine and CallbackQueue.
Step 3

Modify the scripts BillingQueue, CallbackEntry, and CallbackWait to suit your business needs.

Step 4

Start Call Studio by selecting Start > All Programs > Cisco > Cisco Unified Call Studio.

Step 5

Select File > Import.

The Import dialog box displays.

Step 6

Expand the Call Studio folder and select Existing Call Studio Project Into Workspace.

Step 7

Click Next .

The Import Call Studio Project From File System displays.

Step 8

Browse to the location where you extracted the call studio projects. For each of the folders that were unzipped, select the folder (for example BillingQueue) and select Finish.

The project is imported into Call Studio.

Step 9

Repeat the action in previous step for each of the five folders.

The five projects display in the upper-left of the Navigator window.

Step 10

Update the Default Audio Path URI field in Call Studio to contain the IP address and port value for your media server.

Step 11

For each of the Call Studio projects previously unzipped, complete the following steps:

  1. Select the project in the Navigator window of Call Studio.

  2. Choose Project > Properties > Call Studio > Audio Settings.

  3. On the Audio Settings window, modify the Default Audio Path URI field to http://<media-server >/en-us/VL/.

  4. Click Apply then click OK.

Step 12

Under BillingQueue Project, if required, change the music played to the caller while on hold.

  1. Expand the tree structure of the project and click app.callflow.

  2. Click the node Audio_01.

  3. Navigate to Element Configuration > Audio > Audio Groups expand the tree structure and click audio item 1, Use Default Audio Path to change the .wav file to be played.

Step 13

Under CallbackEntry Project, if required, modify the caller interaction settings in the SetQueueDefault_01 node.

  1. In the Call Studio Navigator panel, open the CallBackEntry project and double-click app.callflow to display the application elements in the script window.

  2. Open the Start of Call page of the script using the tab at the bottom of the script display window.

  3. Select the SetQueueDefault_01 node.

  4. In the Element Configuration panel, choose the Setting tab and modify the default settings as required.

Step 14

In the CallbackEntry project, on the Wants Callback page, configure the following:

  1. Highlight the Record Name node and choose the Settings tab.

  2. In the Path setting, change the path to the location where you want to store the recorded names of the callers.

  3. Highlight the Add Callback to DB 1node.

  4. Change the Recorded name file setting to match the location of the recording folder that you created in the previous step.

  5. Ensure the keepalive Interval(in seconds) is greater than the length of the queue music being played. In the Start of Call page.

    The default is 120 seconds for the SetQueueDefaults_01 node.

  6. Save the CallbackEntry project.

  7. In the CallbackWait Project, modify values in the CallbackWait application.

    In this application, you can change the IVR interaction that the caller receives at the time of the actual callback. The caller interaction elements in CallbackWait > AskIfCallerReady page may be modified. Save the project after you modify it.

  8. Validate each of the five projects associated with the Courtesy Callback feature and deploy them to your VXML Server.

Step 15

Right-click each Courtesy Callback project in the Navigator window and select Validate.

Step 16

Right-click on one of the project and click Deploy.

Step 17

Check the check box against each project to select the required projects.

Step 18

In the Deploy Destination area, select Archive File and click Browse.

Step 19

Navigate to the archive folder that you have set up.

Example:
C:\Users\Administrator\Desktop\Sample.
Step 20

Enter the name of the file.

Example:
For example Samplefile.zip.
Step 21

Click Save.

Step 22

In the Deploy Destination area click Finish.

Step 23

Log in to OAMP and choose Bulk Administration\File Transfer\VXMLApplications.

Step 24

Select the VXML Server to which you want to deploy the applications.

Step 25

Select the zip file that contains the applications.

Example:
Samplefile.zip.
Step 26

Click Transfer.

Step 27

Right-click each of the projects and click Deploy, then click Finish.

Step 28

Using windows explorer, navigate to %CVP_HOME%\VXMLServer\applications.

Step 29

For each of the five Courtesy Callback applications, open the project's admin folder, in%CVP_Home%\VXMLServer\applications, and double-click deployApp.bat to deploy the application to the VXML Server.

Step 30

Verify that all the applications are running by going into %CVP_HOME%\VXMLServer\admin and double-clicking status.bat. All five applications should display under Application Name and with the status Running.

Configure the Media Server for Courtesy Callback

Several Courtesy Callback specific media files are included with the sample scripts for Courtesy Callback. Complete the procedure to configure the Media Server for Courtesy Callback:

Procedure
Step 1

During the Unified CVP installation, the media files are copied as: %CVP_HOME%\OPSConsoleServer\CCBDownloads\CCBAudioFiles.zip.

Step 2

Unzip the special audio files and copy to your media server VXMLServer\Tomcat\webapps\CVP\audio.

The sample scripts are set up to use the default location "\CVP\audio" for the audio files.

Step 3

Change the default location of the audio files in the sample scripts to be your media server path.

Configure Unified CCE

Configure the ICM Script for Courtesy Callback

Following figure shows the sample Courtesy Callback ICM script.

Figure 2. Sample Courtesy Callback ICM script


Complete the following procedure to configure ICM to use the sample Courtesy Callback ICM script:

Procedure
Step 1

Copy the CCE example script, CourtesyCallback.ICMS to the CCE Admin Workstation.

The example CCE script is available in the following locations:
  • On the CVP install media in \CVP\Downloads and Samples\.
  • From the Operations Console in %CVP_HOME%\OPSConsoleServer\ICMDownloads.
  • In the Import Script - Manual Object Mapping window, map the route and skill group to the route and skill group available for courtesy callback.
    Note 
    For Small Contact Center Deployment Model, copy the CourtesyCallback.ICMS Routing Script on the desktop where Internet Script editor is installed.
Step 2

In Script Editor, select File > Import Script...

Note 
For Small Contact Center Deployment Model follow the below steps.
  1. Log In to ISE by sub customer user and Click on File>Import Script.
  2. Select the Routing script which is copied in the desktop CourtesyCallback.ICMS.
Step 3

In the script location dialog, select the CourtesyCallback.ICMS script and click Open. You can bypass the set variable "Set media server" Highlighted as number 1 node in the Sample Courtesy Callback ICM script, as VXML Server, Call Server, and Media Server are collocated.

Step 4

Define a new ECC variable for courtesy callback.

A new ECC variable is used to determine if a caller is in a queue and can be offered a callback.

Step 5

Navigate to ICM Admin Workstation > ICM Configuration Manager > Expanded Call Variable List tool to create the ECC Variable user.CourtesyCallbackEnabled specific to Courtesy Callback.

Step 6

Set up the following parameters that are passed to CallbackEntry (VXML application):

Example:

  • ToExtVXML[0] =concatenate("application=CallbackEntry",";ewt=",Call.user.microapp.ToExtVXML[0])

  • ToExtVXML[1] = "qname=billing";

  • ToExtVXML[2] = "queueapp=BillingQueue;"

  • ToExtVXML[3] = concatenate("ani=",Call.CallingLineID,";");

CallbackEntry is the name of the VXML Server application that will be executed:

ewt is calculated in Block #2.

qname is the name of the VXML Server queue into which the call will be placed. There must be a unique qname for each unique resource pool queue.

queueapp is the name of the VXML Server queuing application that will be executed for this queue.

ani is the caller's calling Line Identifier.

Step 7

Create Network VRU Scripts.

Step 8

Navigate to ICM Configuration Manager > Network VRU Script List tool, create the following Interruptible Script Network VRU Scripts.

Name: VXML_Server_Interruptible

Network VRU: Select your Type 10 CVP VRU

VRU Script Name: GS,Server,V,interrupt

Timeout: 9000 seconds

Interruptible: Checked

Step 9

Choose ICM Configuration Manager > Network VRU Script List tool to create the following Non-Interruptible Script Network VRU Scripts.

Name - VXML_Server_NonInterruptible

Network VRU - Select your Type 10 CVP VRU

VRU Script Name - GS,Server,V, nointerrupt

Timeout - 9000 seconds ( must be greater than the maximum possible call life in Unified CVP)

Interruptible: Not Checked

Step 10

Verify that the user.microapp.ToExtVXMLECC variable is set up for an array of five items with a minimum size of 60 characters and the user.microapp.FromExtVXML variable is set up for an array of four with a minimum size of 60 characters.

Note 

Verify that you have at least one available route and skill group to map to the route and skillgroup in the example script.

Step 11

Save the script, then associate the call type and schedule the script.

Note 
For Small Contact Center Deployment Model ensure the resources used in this Routing Script, like Network VRU Scripts , ECC variables etc are specific to the sub customer.

Configure Agent Greeting

To use Agent Greeting, your phone must meet the following requirements:

  • The phones must have the BiB feature.

  • The phones must use the firmware version delivered with Unified CM 8.5(1) or greater.

    (In most cases phone firmware is upgraded automatically when you upgrade Unified CM installation.)

Complete the following procedures for Agent Greeting configuration:

Configure Gateway

Republish the tcl scripts to VXML Gateway

The .tcl script files that ship with Unified CVP include updates to support Agent Greeting. You must republish these updated files to your VXML Gateway.

Republishing scripts to the VXML Gateways is a standard task in CVP upgrades. You must republish the scripts before you can use Agent Greeting.

Procedure
Step 1

In the Unified CVP Operation Console, select Bulk Administration > File Transfer > Scripts and Media.

Step 2

Set Device to Gateway.

Step 3

Select the gateways you want to update. Typically you would select all of them unless you have a specific reason not to.

Step 4

Select Default Gateway Files.

Step 5

Click Transfer.

Set Cache Size on VXML Gateway

To ensure adequate performance, set the size of the cache on the VXML Gateway to the maximum allowed. The maximum size is 100 megabytes; the default is 15 kilobytes. Failure to set the VXML Gateway cache to its maximum can result in slowed performance to increased traffic to the media server.

Use the following Cisco IOS commands on the VXML Gateway to reset the cache size: 

conf t
http client cache memory pool 100000
exit
wr

For more information about configuring the cache size, see the Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html.

Configure Unified CVP

Complete the following procedures for Unified CVP configuration:

Configure FTP Enabled in Server Manager

Complete the following procedure to configure the FTP enabled in server manager.

Procedure
Step 1

Right- Click Roles in the left navigation page of server manager.

Step 2

Select Add Roles.

Step 3

Click Next.

Step 4

Check the checkbox Web Server (IIS) and click Next.

Step 5

Check the checkbox FTP Server and click Next.

Step 6

After the successful installation, click Close.

Step 7

Make sure that the FTP and the IIS share the same root directory, because the recording application writes the file to the media server directory structure, and the greeting playback call uses IIS to fetch the file. The en-us/app directory should be under the same root directory for FTP and IIS.

Step 8

Create a dedicated directory on the server to store your greeting files.

This lets you specify a lower cache timeout of 5 minutes for your agent greeting files that does not affect other more static files you may be serving from other directories. By default, the Record Greeting application posts the .wav file to the en-us/app directory under your web/ftp root directory. You may create a dedicated directory such as ag_gr under the en-us/app directory, and then indicate this in the Unified CCE script that invokes the recording application. Use the array for the ECC variable call.user.microapp.ToExtVXML to send the ftpPath parameter to the recording application. Make sure the ECC variable length is long enough, or it may get truncated and fail.

Step 9

In IIS Manager, set the cache expiration for the dedicated directory to a value that allows re-recorded greetings to replace their predecessor in a reasonable amount of time, while minimizing requests for data to the media server from the VXML Gateway.

The ideal value varies depending on the number of agents you support and how often they re-record their greetings. Two minutes may be a reasonable starting point.

Step 10

Find the site you are using, go to the agent greeting folder you created (ag_gr), and then select HTTP Response Headers .

Step 11

Select Add, then Set Common Headers .

Create Voice Prompts for Recording Greetings

You must create audio files for each of the voice prompts that agents hear as they record a greeting. The number of prompts you require can vary, but a typical set can consist of:

  • A welcome followed by a prompt to select which greeting to work with (this assumes you support multiple greetings per agent)

  • A prompt to select whether they want to hear the current version, record a new one, or return to the main menu

  • A prompt to play if a current greeting is not found.

To create voice prompts for recording greetings:

Procedure
Step 1

Create the files using the recording tool of your choice. When you record your files:

  • The media files must be in .wav format. Your .wav files must match Unified CVP encoding and format requirements (G.711, CCITT A-Law 8 kHz, 8 bit, mono).

  • Test your audio files. Ensure that they are not clipped and that they are consistent in volume and tone.

Step 2

After recording, deploy the files to your Unified CVP media server. The default deployment location is to the <web_server_root>\en-us\app directory.

Step 3

Note the names of the files and the location where you deployed them on the media server. Your script authors need this information for the Agent Greeting scripts.

Built-In Recording Prompts

The Unified CVP Get Speech micro-application used to record Agent Greetings includes the following built-in prompts:

  • A prompt that agents can use to play back what they recorded

  • A prompt to save the greeting, record it again, or return to the main menu

  • A prompt that confirms the save, with an option to hang up or return to the main menu

You can replace these .wav files with files of your own. For more information, see the Unified Customer Voice Portal Call Studio documentation at https://www.cisco.com/c/en/us/support/unified-communications/unified-call-studio/tsd-products-support-series-home.html.

Configure Unified CVP Media Server

Procedure
Step 1

In the CVP Operations Console, navigate to Device Management > Media Server.

Step 2

Click Add New.

Step 3

On the General tab, configure the following.

  1. Enter the IP address and the hostname of the Unified CVP server.

  2. Check FTP Enabled.

  3. Either Check Anonymous Access or enter the credentials.

  4. Click Test SignIn to validate the FTP access.

Step 4

Click Save.

Step 5

Repeat Step 1 through 4 for all Media Servers.

Step 6

After you configure all Media Servers, click Deploy.

Step 7

Click Deployment Status to make sure that you applied the configuration.

Step 8

In the CVP Operations Console, navigate to Device Management > Media Server.

Step 9

Change Default Media Server from None to any one of the Unified CVP servers. Then click Set.

Step 10

Click Deploy.

Configure the Call Studio Scripts for Record Agent Greeting

The Record Agent Greeting is controlled by a combination of Call Studio script and ICM script. Complete the following procedure to configure the Call Studio script:

Procedure
Step 1

Access the .zip file from the CVP OAMP machine from the location C:\Cisco\CVP\OPSConsoleServer\StudioDownloads\RecordAgentGreeting.zip.

Step 2

Extract the example Call Studio Record Agent Greeting scripts contained in RecordAgentGreeting.zip to a folder of your choice on the computer running CallStudio. The folder contains a CallStudio project having the same name as the folder.

Step 3

Start Call Studio by selecting Start > Programs > Cisco > Cisco Unified Call Studio.

Step 4

Select File > Import.

The Import dialog box displays.
Step 5

Expand the Call Studio folder and select Existing Call Studio project Into Workspace.

Step 6

Click Next.

The Import Call Studio Project From File System displays.
Step 7

Browse to the location where you extracted the call studio projects. Select the folder and select Finish.

Example:
RecordAgentGreeting
Step 8

Follow the below steps, to save the file in a defined path:

  1. In the Call Studio Navigator panel, open the RecordAgentGreeting project and double click app.callflow to display the application elements in the script window.

  2. Select the Record Greeting With Confirm node.

  3. In the Element Configuration panel, choose the Setting tab and modify the default path settings to c:\inetpub\wwwroot\en-us\app\ag_gr. Save the project after you modify it.

  4. Validate the project associated with the Record Agent Greeting and deploy them to your VXML Server.

Step 9

Right-click on Record Agent Greeting project in the Navigator window and select Validate.

Step 10

Right-click on the Record Agent Greeting project and click Deploy.

Step 11

In the Deploy Destination area, select Archive File and click Browse.

Step 12

Navigate to the archive folder that you have set up:

Example:
C:\Users\Administrator\Desktop\Sample.
Step 13

Enter the name of the file.

Example:
Samplefile.zip
Step 14

Click Save.

Step 15

In the Deploy Destinationarea click Finish.

Step 16

Log in to OAMP and choose Bulk Administration\File Transfer\VXMLApplications.

Step 17

Select the VXML Server to which you want to deploy the applications.

Step 18

Select the zip file that contains the applications.

Example:
Samplefile.zip
Step 19

Click Transfer.

Step 20

Right-click on the project and click Deploy, then click Finish.

Step 21

Using windows explorer, navigate to %CVP_HOME%\VXMLServer\applications\RecordAgentGreeting, open the project's admin folder and double-click deployApp.bat to deploy the application to the VXML Server.

Step 22

Verify that the application is running in the following path %CVP_HOME%\VXMLServer\applications\RecordAgentGreeting\admin and double-click status.bat. The application should display under Application Name and with the status Running.

Set Content Expiration in IIS (Windows Server) in Media

Complete the following procedure to set content expiration in IIS on a Windows Server:

Procedure
Step 1

Right-click My Computer on the desktop and select Manage.

Step 2

Select Server Manager > Roles > Web Server (IIS) > Internet Information Services (IIS) Manager.

Step 3

Select the default website and navigate to Features View.

Step 4

Double-click HTTP Response Headers.

Step 5

Under Actions, select Set Common Headers….

Step 6

On Set Common HTTP Response Headers, select Enable HTTP keep-alive and Expire Web content and set After 5 minutes.

Configure Unified CCE

Complete the following procedures forUnified CCE configuration:

Create Agent Greeting Play Script

A dedicated routing script plays the Agent Greeting. This script is invoked by the PlayAgent Greeting dialed number on the specific routing client. You must create the dialed number and associate it with a call type that executes the script.

Figure 3. Agent Greeting Play Script


Create Agent Greeting Recording Script

The Agent Greeting Recording script lets agents record a greeting. The agent desktop calls the script when an agent clicks the Record Agent Greeting button, prompting the agent to select which greeting to play or record. Create the dialed number RecordAgentGreeting for the specific routing client and associate it with a call type that then executes this script.

Figure 4. Agent Greeting recording script


Unified CCE Configuration for Record Agent Greeting

  • user.microapp.ToExtVXML : This is used twice in an Agent Greeting record script, the first time is to queue the Unified CVP Record Agent Greeting application and the second time is to tell the recording application where to save greeting files. Configure it as an array with size 3. Use the Unified CCE Administration tool to ensure this variable includes Maximum Length as 100 and Enabled.

  • user.microapp.app_media_lib :This is required in Agent Greeting record and play scripts to specify the dedicated directory on the media server where your greeting audio files are stored. Maximum Length is 100 and Enabled.

  • user.microapp.input_type: This is required in Agent Greeting record scripts to limit the allowable input type to DTMF. Maximum Length is 100 and Enabled.


Note
For more information on how to enable the ECC variables, see the Cisco Hosted Collaboration Solution for Contact Center Configuration Guide at https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-installation-and-configuration-guides-list.html.

Import the Example Agent Greeting Scripts

To view or use the example Agent Greeting scripts, you must first import them into theUnified CCE Script Editor. Complete the following procedure to import the example Agent Greeting scripts:

Procedure
Step 1

Launch Script Editor.

Step 2

Select File>Import Script and select the following scripts to import:

  1. Agent Greeting Play Script

  2. Agent Greeting Recording Script

The scripts will be located in the icm\bin directory on the data server (DS) node.

Step 3

Repeat for the remaining scripts.

Note 
For Small Contact Center Deployment Model, Default Routing Scripts are available in the partners Community. Download the Routing Scripts to the Desktop where ISE is Installed and Login as the Sub Customer User into the ISE to perform the Step 2 and 3. Download the Routing Script files for all Deployment models https://software.cisco.com/download/navigator.html?mdfid=284526699.
Note 
For Small Contact Center Deployment Model ensure the resources used in this Routing script, like Network VRU Scripts , ECC variables etc are specific to the sub customer.

Configure Call Types

Procedure
Step 1

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

Step 2

Click the burger icon and select Provisioning > Resource Manager

Step 3

Select the folder where you want to create the call type.

Step 4

Click Resource, then click Call Types.

Step 5

Create a call type to record agent greetings and enter RecordAgentGreeting as the name.

Step 6

Create a call type to play agent greetings and enter PlayAgentGreeting as the name.

Configure Dialed Numbers

Procedure
Step 1

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

Step 2

Click the burger icon and select Provisioning > Resource Manager

Step 3

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

Step 4

Click Resource, then click Dialed Number.

Step 5

Create a dialed number to record agent greetings and enter RecordAgentGreeting as the name.

Step 6

Create a dialed number to play agent greetings and enter PlayAgentGreeting as the name.

Step 7

Complete the following for each dialed number:

  1. Select Internal Voice for the Routing type.

  2. Retain the default domain value.

  3. Select the call type appropriate to the dialed number.

    This helps to associate each number to its call type and to a script that executes.

Schedule the Script

Procedure
Step 1

In the Script Editor, select Script > Call Type Manager.

Step 2

From the Call Type Manager screen, select the Schedules tab.

Step 3

From the Call type drop-down list, select the call type to associate with the script; for example, PlayAgentGreeting.

Step 4

Click Add and select the script you want from the Scripts box.

Step 5

Click OK twice to exit.

Configure Agent Greeting

This section describes how to deploy and configure the Agent Greeting feature.

Agent Greeting Deployment Tasks
Procedure
Step 1

Ensure your system meets the baseline requirements for software, hardware, and configuration described in the System Requirements and Limitations section.

Step 2

Configure IIS and FTP on Media Server.

Step 3

In Unified CVP, add media servers, configure FTP connection information, and deploy the media servers.

Step 4

Configure a Unified CVP media server, if you have not already done so. See Configure Unified CVP Media Server.

Step 5

In Unified CVP Operations Console, republish the VXML Gateway.tcl scripts with updated Agent Greeting support. See Republish the tcl scripts to VXML Gateway for Agent Greeting support.

Step 6

Set the cache size on the VXML Gateway. See Set Cache Size on VXML Gateway.

Step 7

Record the voice prompts to play to agents when they record a greeting and to deploy the audio files to your media server, see Create Voice Prompts for Recording Greetings.

Step 8

Configure Call Types to record and play agent greetings.

Step 9

Configure Dialed Numbers to record and play agent greetings.

Step 10

Schedule the Script

Step 11

In Script Editor:

Step 12

Modify the Unified CCE call routing scripts to use Play Agent Greeting script.

Modify the Unified CCE call routing scripts to use Play Agent Greeting script

For an Agent Greeting play script to run, you must add an AgentGreetingType Set Variable node to your existing Unified CCE call routing scripts: This variable's value is used to select the audio file to play for the greeting. Set the variable before the script node that queues the call to an agent (that is, the Queue [to Skill Group or Precision Queue], Queue Agent, Route Select, or Select node).

Specify AgentGreetingType Call Variable

To include Agent Greeting in a script, insert a Set Variable node that references the AgentGreetingType call variable. The AgentGreetingType variable causes a greeting to play and specifies the audio file it should use. The variable value corresponds to the name of the greeting type for the skill group or Precision Queue. For example, if there is a skill group or Precision Queue for Sales agents and if the greeting type for Sales is '5', then the variable value should be 5.

You can use a single greeting prompt throughout a single call type. As a result, use one AgentGreetingType set node per script. However, as needed, you can set the variable at multiple places in your scripts to allow different greetings to play for different endpoints. For example, if you do skills-based routing, you can specify the variable at each decision point used to select a particular skill group or Precision Queue.


Note

Only one greeting can play per call. If a script references and sets the AgentGreetingType variable more than once in any single path through a script, the last value to be set is the one that plays.

Use these settings in the Set Variable node for Agent Greeting:

  • Object Type: Call.

  • Variable: Must use the AgentGreetingType variable.

  • Type: Must use the PersonID_AgentGreetingType type.

  • Value: Specify the value that corresponds to the greeting type you want to play. For example: "2" or "French"

    • You must enclose the value in quotes.

    • The value is not case-sensitive.

    • The value cannot include spaces or characters that require URL encoding.

Configure Unified Communications Manager

Built-in-Bridge

Built-in-Bridge (BIB) is not enabled by default for the phones. It is disabled at the system level as it is not used by all the customer by default. It is used only by the customers having Contact Center.

The provider has to perform the following procedures to enable BIB for the customers having contact center.


Note

Create a new Field Display Policies at the customer level and add Built-in Bridge to the list.

Configure the Built-in-Bridge
Procedure
Step 1

Login to Cisco Unified Communication Domain Manager as provider.

Step 2

Navigate Role Management > Field Display Policies.

Step 3

Ensure that hierarchy is set to the appropriate customer.

Step 4

Select the SubscriberPhoneMenuItemProvider.

Step 5

In the details page, go to Action menu and click Clone.

Step 6

Enter SubscriberPhoneMenuItemProvider as the name.

Step 7

Select relation/SubscriberPhone from the Target Model Type drop-down list.

Step 8

Expand Groups section and enter Phone for Title.

Step 9

Select builtInBridgeStatus from the Available list and click Select.

Step 10

Click Save.

Enable or Disable the Built-in-Bridge
Before you begin

Ensure that you configure Built-in-Bridge. See, Configure the Built-in-Bridge.

Procedure
Step 1

Login to Cisco Unified Communication Domain Manager as a provider.

Step 2

Ensure that hierarchy is set to the appropriate customer.

Step 3

Navigate Subscriber Management > Phones and select the appropriate phone.

Step 4

In the Phone tab:

  • To enable BIB choose On from the Built in Bridge drop-down list.

  • To disable BIB choose Off from the Built in Bridge drop-down list.

Step 5

Click Save.

Configure Whisper Announcement

Complete the following procedures for Whisper Announcement configuration:

Configure Gateway

Gateway uses two different dialed numbers for Whisper Announcement.

  • 91919191 number calls the ring tone that the caller hears while the whisper plays to the agent

  • 9191919100 number calls the whisper itself

Configure a dial peer for incoming number 9191919100 and 91919191 as follows: 

dial-peer voice 919191 voip
description CVP SIP ringtone dial-peer
service ringtone
incoming called-number 9191T
voice-class sip rel1xx disable
dtmf-relay rtp-nte
codec g711ulaw
no vad

Configure Unified CVP

Configure the Whisper Announcement Service Dialed Numbers

Unified CVP uses two different dialed numbers for Whisper Announcement:

The first number calls the ring tone service that the caller hears while the whisper plays to the agent. The Unified CVP default for this number is 91919191.

The second number calls the whisper itself. The Unified CVP default for this number is 9191919100.

For Whisper Announcement to work, your dial number pattern must cover both of these numbers. The easiest way to ensure coverage is through the use of wild cards such as 9191*. However, if you decide to use an exact dialed number match, then you must specify both 91919191 and 9191919100.

Configure Unified CCE

Create Whisper Announcement Script

It is very important to deploy Whisper Announcement with the Call. Whisper Announcement variable and to set .wav file in your Unified CCE routing scripts.

Figure 5. Whisper Announcement Script

Configure Database Integration

Complete the following procedures for Database Integration configuration:


Note
Small Contact Center deployment model supports only CVP Database Integration.

Configure Unified CVP

Configure VXML Database Element

You need to configure Java Database Connectivity (JDBC) for VXML Database Element configuration.

Complete the following procedures for JDBC configuration:

Install JDBC driver

Complete the following procedure to install the JDBC driver:

Procedure
Step 1

Download the .exe file for Microsoft JDBC Driver for SQL Server

Example:
1033\sqljdbc_3.0.1301.101_enu.exe
Step 2

Run the executable and install the .exe file in the location C:\temp\

Step 3

Copy the file C:\temp\sqljdbc_3.0\enu\sqljdbc4.jar to the Unified CVP VXML servers' folder C:\Cisco\CVP\VXMLServer\Tomcat\common\lib

Add JNDI Context

Complete the following procedure to add the Java Naming and Directory Interface (JNDI) context configuration:

Procedure
Step 1

Go to the context.xml file located at C:\Cisco\CVP\VXMLServer\Tomcat\conf\context.xml file.

Step 2

Enter the JNDI name, SQL server address, SQL database name, username and password.

The following is an example of the SQL authentication context.xml file:

<Context>

<WatchedResource>WEB-INF/web.xml</WatchedResource>

<Manager pathname="" />

<Resource name="jdbc/dblookup"

auth="Container"

type="javax.sql.DataSource"

DriverClassName="com.microsoft.sqlserver.jdbc.SQLServerDriver"

url="jdbc:sqlserver://<dblookupnode_ipaddress>:1433;databaseName=DBLookup;user=sa;password=sa"

>

</Context>

Step 3

Perform following steps to restart VXML server services:

  1. Goto Run window and enter services.msc command.

  2. Select Cisco CVP VXML Server option.

  3. Right-click and select Restart option.

Note 
For small contact center agent deployment model , Resource name should be unique for each sub-customers. For example, Sub-cust1 Resource name = "jdbc/dblookup1" and Sub-cust2 Resource name = "jdbc/dblookup2".
Configure VXML Studio Script

Complete the following procedure to configure the VXML studio script:

Procedure
Step 1

Configure the following to create the VXML application with the database element.

  1. Select single under Type.

  2. Enter the database lookup name in JNDI Name.

  3. Query SQL:

    For example, select AccountNo from AccountInfo where CustomerNo = {CallData.ANI}

    Where AccountNo - Value to be retrieved

    AccountInfo - Table name

    CustomerNo - condition to be queried

    Data:

    Create a database element with the following values:

    Name - AccountNo

    Value - {Data.Element.Database_01.AccountNo}
Step 2

Deploy the script to the local computer or to the remote computer (VXML call server directly) to create CVP Subdialog return element.

Step 3

If you saved this to the local machine, copy the whole folder to the following location:

<Install dir>:\Cisco\CVP\VXMLServer\applications and deploy it using deployApp windows batch file located inside the admin folder of applications.

Create ICM Script

Create an ICM script similar to the one shown in the following figure:

Figure 6. Sample Script with ICM database Lookup

Configure Unified CCE

Configure ICM Database Lookup

Complete the following procedure to configure ICM Database Lookup.

Procedure
Step 1

Select Enable Database Routing in Router options to edit Router setup for database lookup changes.

Step 2

Configure Database Lookup explorer:

  1. Click Start > All programs > Cisco Unified CCE Tools > Administration Tools > Configuration Manager.

  2. Open Tools > Explorer Tools > Database Lookup Explorer.

  3. Configure Script Table and Script Table Column as shown in the following example:

    Script Table:

    Name: AccountInfo

    Side A: \\dblookup1\DBLookup.AccountInfo

    Side B: <Update Side B of database here>

    Description: <Provide description here>

    dblookup1 is external database server name, DBLookup is external database name, and AccountInfo is the table name.

    Script Table Column:

    Column name: AccountNo

    Description: <Provide description here>
Step 3

Use the CCEDataProtect Tool to configure the registry settings in Unified CCE. For more information, see Configure External DBLookUp Registry Value using CCEDataProtect Tool procedure in the Administration Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-maintenance-guides-list.html
Step 4

Create the ICM script with the database lookup node with the respective table and lookup value.

The following figure shows AccountInfo as the table name and Call.CallingLineID as the lookup value.

Figure 7. Example ICM Database Look Up

Configure Unified Mobile Agent

Configure Gateway for SCC Deployment with VRF

Configure Dial Peer for Sub-Customer1 CUCM 


 dial-peer voice 21011 voip
 description from CVP towards VRF1 to Sub-Customer1 for mobileagent
 destination-pattern 100.
 session protocol sipv2
 session target ipv4:20.20.20.31
 session transport udp
 voice-class codec 1
 voice-class sip rel1xx disable
	voice-class sip bind control source-interface GigabitEthernet2.100
 voice-class sip bind media source-interface GigabitEthernet2.100
 dtmf-relay rtp-nte h245-signal h245-alphanumeric

Configure Dial Peer for Sub-Customer2 CUCM


 dial-peer voice 22011 voip
 description from CVP towards VRF2 to Sub-Customer2 for mobileagent
 destination-pattern 300.
 session protocol sipv2
 session target ipv4:20.20.20.31
 session transport udp
 voice-class codec 1
 voice-class sip rel1xx disable
 voice-class sip bind control source-interface GigabitEthernet2.200
 voice-class sip bind media source-interface GigabitEthernet2.200
 dtmf-relay rtp-nte h245-signal h245-alphanumeric

Configure Unified CCE

Complete the following procedure to configure Mobile Agent in Unified CCE:

Procedure

Step 1

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

Step 2

Click the burger icon and select Provisioning > Resource Manager

Step 3

Select the folder where you want to create the agent desktop.

Step 4

Click Resource, then click Agent Desktop.

Step 5

Enter unique name of up to 32 characters for the record.

This name can use alphanumeric characters, periods, and underscores.
Step 6

Enter the mandatory fields such as Incoming Work mode, Outgoing Work mode, Wrap-up time, and other required fields.

Step 7

Click Save.

Enable Mobile Agent Option in CTI OS Server

Complete the following procedure to enable Mobile Agent option in CTI OS server:

Procedure
Step 1

Invoke the CTI OS Server setup.

Step 2

In Peripheral Identifier window, check Enable Mobile Agent check box, and select Mobile Agent Mode from the drop-down list.

Step 3

Repeat the above steps on both sides of CTI OS server.

Configure Unified Communications Manager

Perform the following to configure unified communications manager:

Configure CTI Port

Ensure that directory numbers are added. See Add Directory Number Inventory.

Unified Mobile Agent needs two configured CTI Port pools on Unified Communications Domain Manager:

  • A local CTI port as the agent's virtual extension

  • A network CTI port to initiate a call to the Mobile Agent's phone


Note

For 12000 agent deployment model, add CTI ports for all three Unified CM clusters.

Complete the following procedure to configure CTI port:

Configure CTI Port as Provider or Reseller
Procedure
Step 1

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

Step 2

Ensure that hierarchy is set to appropriate site

Step 3

Navigate to Subscriber Management > Phones.

Step 4

Click Add.

Step 5

In Phones tab:

  1. Enter Local CTI Port pool name in Device Name field, in LCPxxxxFyyyy format.

    • LCP - identifies the CTI port as a local device

    • xxxx - is the peripheral ID of the Unified Communication Manager PIM

    • yyyy - is the local CTI Port

  2. Choose CTI Port from Product Type drop-down list.

  3. Choose Calling Search Space from the drop-down list.

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

  5. Choose Location from the drop-down list.

Step 6

Goto Lines tab:

  1. Click Add icon in Lines panel.

  2. Choose directory number from Pattern drop-down list, in Drin Panel.

  3. Choose Route Partition Name from drop-down list.

Step 7

Click Save.

What to do next
Repeat the above steps to create Network CTI port. Enter Network CTI Port pool name in Device Name field, in RCPxxxxFyyyy format.

  • RCP - identifies the CTI port as a network device

  • xxxx - is the peripheral ID of the Unified Communication Manager PIM

  • yyyy - is the network CTI Port


Note

Local CTI port and Network CTI port should be same

Configure CTI Port as Customer
Procedure
Step 1

Login to Cisco Unified Communication Domain Manager as Customer admin.

Step 2

Ensure that hierarchy is set to appropriate site

Step 3

Navigate to Subscriber Management > Phones.

Step 4

Click Add.

Step 5

In Basic Information tab:

  1. Choose CTI Port from Product Type drop-down list.

  2. Enter Local CTI Port pool name in Device Name field, in LCPxxxxFyyyy format.

    • LCP - identifies the CTI port as a local device

    • xxxx - is peripheral ID of the Unified Communication Manager PIM

    • yyyy - is the local CTI Port

  3. Choose Calling Search Space from the drop-down list.

Step 6

Goto Advanced Infromation tab:

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

  2. Choose Location from the drop-down list.

Step 7

Goto Lines tab:

  1. Click Add icon in Lines panel.

  2. Choose directory number from Pattern drop-down list, in Drin Panel.

  3. Choose Route Partition Name from drop-down list.

Step 8

Click Save.

What to do next
Repeat the above steps to create Network CTI port. Enter Network CTI Port pool name in Device Name field, in RCPxxxxFyyyy format.

  • RCP - identifies the CTI port as a network device

  • xxxx - is the peripheral ID of the Unified Communication Manager PIM

  • yyyy - is the network CTI Port


Note

Local CTI port and Network CTI port should be same

Tag CTI Ports as Contact Center Agent Lines

Before you begin

Ensure CTI ports are added. See, Configure CTI Port


Note

For 12000 agent deployment model, the CTI port for all three CUCM clusters should be tagged.

Perform the below steps for both LCP and RCP CTI ports:

Procedure
Step 1

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

Step 2

Ensure that hierarchy is set to appropriate level.

Step 3

Navigate Subscribe Management > Agent Lines

Step 4

Click Add.

Step 5

Choose Phones from Device Types drop-down list.

Step 6

Choose CTI Ports from Device Name drop-down list.

Step 7

Choose Line from the drop-down list.

Step 8

Choose Application User from drop-down list.

Step 9

Click Save.

Configure Outbound Dialer

Complete the following procedure to configure Outbound Dialer:

Configure Gateway


Note
  • In small contact center agent deployment model customer can choose a dedicated or a shared outbound gateway. If it is shared gateway there should be a PSTN connectivity.
  • Outbound Dialer do not support A-law, it is not instructed to configure the A-law under inbound dial-peer in the voice gateway.

Follow the below procedure to configure gateway/CUBE(E):

Procedure

Step 1

Create a voice encapsulation type with following voip parameters

Example:

voice service voip
     no ip address trusted authenticate
     mode border-element
     allow-connections sip to sip
     no supplementary-service sip refer
     supplementary-service media-renegotiate
     redirect ip2ip
     signaling forward none
sip
     header-passing
     error-passthru
     asymmetric payload full
     options-ping 60
     midcall-signaling passthru
     !
Step 2

Default, CPA is enabled for gateway/CUBE(E). Otherwise, enable CPA for CUBE(E).

Example:

voice service voip
	cpa
Step 3

Create a voice codec class

Example:

voice class codec 1
     codec preference 1 g729r8
     codec preference 2 g711ulaw
Step 4

Create dial peer configuration to reach the customer PSTN number.

Example:

dial-peer voice 978100 voip
     session protocol sipv2
     incoming called-number <Customer Phone Number Pattern>
     voice-class codec 1
     voice-class sip rel1xx supported "100rel"
     dtmf-relay rtp-nte sip-kpml
     no vad

dial-peer voice 97810 pots     
     destination-pattern 97810[1-9]
     port 1/0:23
     forward-digits all
     progress_ind alert enable 8
Step 5

Create dial peer configuration to reach the agent extension (VOIP)

Example:

dial-peer voice 40000 voip
     description ***To CUCM Agent Extension***
     destination-pattern <Agent Extension Pattern to CUCM>
     session protocol sipv2
     session target ipv4:<CUCM IP Address>
     voice-class codec<Codec Preference number>
     voice-class sip rel1xx supported "100rel"
     dtmf-relay rtp-nte
     no vad
     !
Note 

In 12000 agent deployment model dial peer needs to be created for all 3 CUCM clusters.

Step 6

Create dial peer configuration to reach CVP

Example:

dial-peer voice 99995 voip
     description ******To CVP for IVR OB*****
     destination-pattern 9999500T
     session protocol sipv2
     session target ipv4:10.10.10.10
     codec g711ulaw
     voice-class sip rel1xx disable
     dtmf-relay rtp-nte h245-signal h245-alphanumeric
     no vad
     !
     !
Note 
Step 7

Configure Transcoding Profile for CUBE E:

Example:

dspfarm profile 4 transcode universal
     codec g729r8
     codec g711ulaw
     codec g711alaw
     codec g729ar8
     codec g729abr8
     maximum sessions 250
     associate application CUBE
     !

Configure Unified CVP

Add Outbound Configuration to an Existing Unified CVP Call Server

Complete the following procedure to add Outbound configuration to an existing Unified CVP Call Server.

Procedure
Step 1

Go to Unified CVP OAMP server and login to Operations console page.

Step 2

Click the Device Management tab and open Unified CVP Call Server from the menu.

Step 3

Open a Call Server and click the ICM tab and add DNIS.

DNIS number should match with the label configured in the Network VRU Explorer for Outbound in Unified CCE.

Step 4

Click Save and deploy.

Step 5

Repeat step 3 for each CVP Call Server.

Configure Unified CCE

Add Outbound Option Database Using ICMDBA Tool


Note

  • For 2000, 4000 agent deployment models and small contact center, perform the configurations on Unified CCE Rogger.

  • For 12000 agent deployment model, perform the configurations on Unified CCE Logger.

Procedure
Step 1

Select Start > All Programs > Cisco Unified CCE Tools > ICMdba. Click Yes at the warnings.

Step 2

Navigate to Server > Instance > Logger. Right-click on the logger that is installed and select Create to create the Outbound Option database.

Step 3

In the Create Database dialog box, click Add to open the Add Device dialog box. Click Data. Select the E drive. Leave the DB size with default value and click OK to return to the Create Database dialog box.

Step 4

In the Add Device dialog box, Click Log. Select the E drive. Leave the log size field with default value. Click OK to return to the Create Database dialog box.

Step 5

In the Create Database dialog box, click Create, then click Start. When you see the successful creation message, click OK, then click Close.

Configure the Logger for Outbound Option

Use this procedure to configure the Logger for Outbound Option.

You can (optionally) configure the Logger to enable Outbound Option and Outbound Option High Availability. Outbound Option High Availability facilitates two-way replication between the Outbound Option database on Logger Side A and the Outbound Option database on Logger Side B. Use the ICMDBA tool to create an outbound database on Side A and Side B; then set up the replication by using Web Setup.

Perform the following procedure on both the Side A and Side B Loggers to configure Outbound Option or Outbound Option High Availability. Both Logger machines must be up and operational.


Important

Before you configure the Logger for Outbound Option High Availability:

  • Confirm that an Outbound Option database exists on Logger Side A and Logger Side B.
Procedure
Step 1

Open the Web Setup tool.

Step 2

Choose Component Management > Loggers.

Step 3

Choose the Logger that you want to configure, and click Edit.

Step 4

Click Next twice.

Step 5

On the Additional Options page, click the Enable Outbound Option check box.

Step 6

Click the Enable High Availability check box to enable Outbound Option High Availability on the Logger. Checking this check box enables High Availability two-way replication between the Outbound Option database on Logger Side A and the Outbound Option database on Logger Side B. Two-way replication requires that you check this check box on the Additional Options page for both Logger Side A and Side B. If you disable two-way replication on one side, you must also disable it on the other side.

You must enable Outbound Option in order to enable Outbound Option High Availability. Similarly, if you have enabled High Availability, you must disable High Availability (uncheck the Enable High Availability check box) before you can disable Outbound Option (uncheck the Enable Outbound Option check box).

Step 7

If you enable High Availability, enter a valid public server hostname address for Logger Side A and Logger Side B. Entering a server IP address instead of a server name is not allowed.

Step 8

If you enable High Availability, enter the Active Directory Account Name that the opposite side Logger runs under or a security group that includes that account.

Note 

While using Outbound Option High Availability, if you want to change the Logger Public Interface or Active Directory Account Name, you must disable Outbound Option High Availability using logger setup. Only after disabling Outbound Option HA, change the Logger Public Interfaces or Active Directory Account Name, then re-enable Outbound Option High Availability to update the new Logger Public Interface or Active Directory Account Name.

Step 9

Click Next.

Step 10

Review the Summary page, and click Finish.

Configure Outbound Dialer

Procedure
Step 1

On the Unified CCE Admin Workstation Server, navigate to Start > Cisco Unified CCE Tools > Administration Tools > Configuration Manager.

Step 2

In the Configuration Manager window, select Outbound > Dialer.

Step 3

For Small Contact Center, click Retrieve > Add and configure:

  1. Enter the Dialer name.

  2. Enter the ICM Peripheral Name.

  3. Enter Hangup Delay (1-10) value as 1.

  4. Enter Port Throttle value as 10.

  5. Click Save.

Step 4

Click the Port Map Selection tab to display the port map configuration.

Step 5

Click Add to configure a set of ports and their associated extensions.

Step 6

Click OK.

Step 7

Click Save, then click Close.

Note 
For different sub customers, the port and extension range can be same, because each sub customer has separate dialer.

Configure SIP Outbound

Add Import Rule
Procedure
Step 1

Goto Unified CCE AW-HDS-DDS machine.

Step 2

Navigate to Configuration Manager > Outbound Option > Import Rule and click Retrieve.

Step 3

Click Add.

Step 4

In Import Rule General tab:

  1. Enter Import Name.

  2. Choose Import Type from the drop-down list.

  3. Enter Target Table Name.

  4. Browse Import File Path.

    Note 

  5. Choose Comma Delimited option from Import Data Type panel.

  6. Check Overwrite Table check box.

    Note 

    During Campaign, do not use both Import File Path and Overwrite option. Otherwise, dialer becomes unavailable to access records.

Step 5

Goto Definition tab:

  1. Click Add.

  2. Choose Standard Column Type from the drop-down list and retain the default values for remaining fields.

Step 6

Click Save.

Import Rule Deletion

When you delete an import rule, the corresponding contact table is deleted.

If you are using Outbound Option High Availability and either Side A or Side B is down when the rule is deleted, the corresponding table on that side is not deleted. However, when the side restarts, the table is then automatically deleted.

Add Query Rule
Before you begin

One or more Import rules must be defined. See Add Import Rule

Procedure
Step 1

Goto Unified CCE AW-HDS-DDS machine.

Step 2

Navigate to Configuration Manager > Outbound Option > Query Rule and click Retrieve.

Step 3

Click Add.

Step 4

Enter Query Rule Name.

Step 5

Choose Import Rule from the drop-down list.

Step 6

Enter Rule Clause.

Step 7

Click Save.

What to do next

  1. Goto Configuration Manager > Tools > List Tools > Call Tye List and add two call types; one for agent-based and another for IVR-based campaigns.

  2. Goto Configuration Manager > Tools > List Tools > Dialed Number / Script Selector List and add two dialed numbers under Media routing domain. Map the dial numbers with the call types created in the previous step (one dial number for each call type).

  3. Goto Configuration Manager > Tools > Explorer Tools > Skill Group Explorer and add a skill group under the call manger peripheral. Add a route for this skill group.

  4. Goto Configuration Manager > Tools > Explorer Tools > Agent Explorer and add an agent. Associate the agent with the skill group created in the previous step.

Delete a Query Rule

When you delete a query rule, the corresponding Dialing List table is also deleted.

If you are using Outbound Option High Availability and either Side A or Side B is down when the rule is deleted, the corresponding table on that side is not deleted. However, when the side restarts, the table is then automatically deleted.

Add Campaign

  • -

  • -

Add IVR Based Campaign
Procedure
Step 1

Goto Unified CCE AW-HDS-DDS machine.

Step 2

Navigate to Configuration Manager > Outbound Option > Campaign and click Retrieve.

Step 3

Click Add.

Step 4

Enter Campaign Name.

Step 5

Goto Campaign Purpose tab:

  1. Choose Tranfer to IVR Campaign option.

  2. Check Enable IP AMD check box.

  3. Choose Transfer to IVR Route Point option.

Step 6

Goto Query Rule Selection tab and click Add:

  1. Choose Query Rule Name from the drop-down list and click OK.

Step 7

Goto Skill Group Selection tab:

  1. Choose appropriate CUCM PG from Peripheral drop-down list, click Retrieve.

  2. Choose Skill Group from the drop-down list.

  3. Enter Overflow Agents per Skill value.

  4. Enter Dialed number.

  5. Enter Records to cache value.

  6. Enter Number of IVR Ports.

  7. Click OK.

Step 8

Goto Call Target tab, choose Daylight Savings Zone from the drop-down list.

Step 9

Click Save.

Add Agent Based Campaign
Procedure
Step 1
Step 2

Navigate to Configuration Manager > Outbound Option > Campaign and click Retrieve.

Step 3

Click Add.

Step 4

Enter Campaign Name.

Step 5

Goto Campaign Purpose tab:

  1. Choose Agent Based Campaign option.

  2. Check Enable IP AMD check box.

  3. Choose Transfer to Agent option.

Step 6

Goto Query Rule Selection tab and click Add:

  1. Choose Query Rule Name from the drop-down list and click OK.

Step 7

Goto Skill Group Selection tab:

  1. Choose appropriate CUCM PG from Peripheral drop-down list, click Retrieve.

  2. Choose Skill Group from the drop-down list.

  3. Enter Overflow Agents per Skill value.

  4. Enter Dialed number.

  5. Enter Records to cache value.

  6. Enter Number of IVR Ports.

  7. Click OK.

Step 8

Goto Call Target tab, choose Daylight Savings Zone from the drop-down list.

Step 9

Click Save.

Add Routing Script for Agent Based Campaign
Figure 9. Add Routing Script for Agent Based Campaign

For more information, see Outbound Option Guide.

Add Routing Script for IVR Based Campaign
Figure 10. Add Routing Script for IVR Based Campaign

Configure the following for IVR based campaign:

Procedure
Step 1

Open Network VRU Explorer Tool from Configuration Manager tool. Add a label (label should match with the DNIS value configured in CVP call server) to the existing Network VRU of type 10 and select Media Routing type as "Outbound" from drop down list.

Step 2

Add the IVR based campaign.

What to do next
Create Contact Import File

When creating a contact import file, observe the format you designed according to the database rules set up in Import Rule Definition Tab Page.

The following example assumes that you have contact information with AccountNumber, FirstName, LastName, and Phone column types.

Procedure
Step 1

Using a text editor, create a text file that contains the information for these fields.

Step 2

Enter an account number, first name, last name, and phone number for each entry on a new line.

Use either Comma Delimited or Fixed Format, as defined on the Import Rule General Tab Page.

Step 3

Save the text file to the local server.

Example

The following is an example of a contact import file in the comma-delimited format:

6782,Henry,Martin,2225554444

3456,Michele,Smith,2225559999

4569,Walker,Evans,2225552000

The following is the same example in Fixed Format with the following column definitions:

  • Custom - VARCHAR(4)

  • FirstName - VARCHAR(10)

  • LastName - VARCHAR(20)

  • Phone - VARCHAR(20)

6782HenryMartin2225554444

3456MicheleSmith2225559999

4569WalkerEvans2225552000

Create Do Not Call List

When creating a Do_Not_Call list file, format it correctly using the following instructions.

Procedure
Step 1

Using a text editor, create a text file that contains all the do-not-call phone numbers.

Step 2

Enter a phone number for each Do Not Call entry on a new line.

Step 3

Observe the following characteristics for each Do Not Call entry:

  • Each phone number can be a maximum of 20 characters long.

Step 4

Save the text file to the local server.

The following is an example of a Do_Not_Call list:

2225554444

2225556666

2225559999

To add a customer to this list, import a Do Not Call list.

The Campaign Manager reads from the Do_Not_Call table. Dialing List entries are marked as Do Not Call entries only when the Campaign Manager fetches the Dialing List entry and only when there is an exact, digit-for-digit match. This allows Do Not Call imports to happen while a Campaign is running without rebuilding the Dialing List.


Note
If the Dialing List includes a base number plus extension, this entry must match a Do Not Call entry for that same base number and same extension. The dialer will not dial the extension.

Note
To clear the Do Not Call list, import a blank file with the Overwrite table option enabled.

Install SIP Dialer Using Peripheral Gateway Setup

Procedure
Step 1

Stop all ICM Services.
Step 2

On the Unified CCE PG Side A and Side B, run Peripheral Gateway Setup. Select Start > All Programs > Cisco Unified CCE Tools > Peripheral Gateway Setup.

Step 3

In the Cisco Unified ICM/Contact Center Enterprise & Hosted Components Setup dialog, select an instance from the left column under Instances.

Step 4

Click Add in the Instance Components section.

The ICM Component Selection dialog opens.

Step 5

Click Outbound Option Dialer.

The Outbound Option Dialer Properties dialog opens.

Step 6

Check Production mode and Auto start at system startup, unless your Unified ICM support provider specifically tells you otherwise. These options set the Dialer Service startup type to Automatic, so the dialer starts automatically when the machine starts up.

The SIP (Session Initiation Protocol) Dialer Type is automatically selected.

Step 7

Click Next.

Step 8

On the Outbound Option Dialer Properties dialog, specify the following information:

  • Outbound Option server—The hostname or IP address of the Outbound Option server in Unified CCE. This server is typically the same VM where the Outbound Option Campaign Manager (Dataserver Side A) is located.

  • Campaign Manager server A—If the Campaign Manager is set up as duplex, enter the hostname or IP address of the machine where the Side A Campaign Manager is located. If the Campaign Manager is set up as simplex, enter the same hostname or IP address in this field and the Campaign Manager server B field. You must supply a value in this field.

  • Campaign Manager server B—If the Campaign Manager is set up as duplex, enter the hostname or IP address of the machine where the Side B Campaign Manager is located. If the Campaign Manager is set up as simplex, enter the same hostname or IP address in this field and the Campaign Manager server A field. You must supply a value in this field.

  • Enable Secured Connection— Allows you to establish secured connection between the following:

    • CTI server and dialer

    • MR PIM and dialer

    Check the Enable Secured Connection check box to enable secured connection.
    Note 

    If you check the Enable Secured Connection check box, secured connection is established between the dialer and the servers, such as MR PIM and CTI server.

    Note 
    Before you enable secured connection between the components, ensure to complete the security certificate management process.

    For more information, see the Security Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.

  • CTI server A—The hostname or IP address of the VM with CTI server Side A. This server is typically the same VM where the PG is located (Call Server Side A).

  • CTI server port A—The port number that the dialer uses to create an interface with CTI server Side A. The default is 42027 for non-secured connection and 42030 for secured connection. Make sure the CTI server port matches with the CG configuration. Locate the CTI OS Server port number by running the Diagnostic Framework Portico page from the call server machine, and selecting ListProcesses.

  • CTI server B—The hostname or IP address of the VM with CTI server Side B.

  • CTI server port B—The port number that the dialer uses to create an interface with CTI server Side B. The default is 43027 for non-secured connection and 43030 for secured connection.

  • Heart beat—The interval between dialer checks for the connection to the CTI server, in milliseconds. The default value is 500.

  • Media routing port—The port number that the dialer uses to create an interface with the Media Routing PIM on the Media Routing PG. The default is 38001. Make sure the Media routing port matches that of the MR PG configuration. For example, you can access this registry key: Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\mango\PG3A\PG\CurrentVersion\PIMS\pim1\MRData\Config\ApplicationTcpServiceName1.

Step 9

Click Next. A Summary screen appears.

Step 10

Click Next to begin the dialer installation.

Optional - Edit Dialer Registry Value for AutoAnswer

If you enable auto answer in the CallManager with a zip tone, you must disable auto answer in the Dialer or Dialers, if there are more than one. A zip tone is a tone sent to the agent's phone to signal that a customer is about to be connected.

To disable auto answer in the Dialer, after the Dialer process runs for the first time, change the value of the following registry key to 0:

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\pra01\Dialer\AutoAnswerCall

For information on other Dialer registry settings, see the Outbound Option Guide for Unified Contact Center Enterprise.

Add DNP Host File

Complete this procedure to add DNP Host file.

Procedure
Step 1

In the C drive of the virtual machine where dialer is installed, navigate to \icm\customerInstanceName\Dialer directory.

Step 2

Modify the DNP Host file for static route mapping.

The format for a static route is wildcard pattern, IP address or hostname of the Gateway that connects to the dialer, description.

Example : 7????? (Dial pattern), 10.86.227.144 (gateway ip) , calls to agent extensions

Note 
Repeat these steps for each sub customer Dialer.

Outbound Option Enterprise Data

In order for Outbound Option enterprise data to appear in the Cisco Agent Desktop Enterprise Data window, the administrator must edit the Default layout to include some or all Outbound Option variables. These variables are prefixed with “BA.” (Edit the default enterprise data layout in the Cisco Desktop Administrator.)

  • BAAccountNumber
  • BABuddyName
  • BACampaign
  • BADialedListID
  • BAResponse
  • BAStatus
  • BATimeZone

Note
To enable the ECC variables, See Configure Expanded Call Variable. The BAStatus field is required. All other BA fields are optional for Progressive and Predictive modes. In Preview mode, the Skip button will not work if BADialedListID is not enabled.
  • The BABuddyName field is required, if you want to see the customer’s name being called.
  • If a call is part of a Preview dialing mode campaign, the first letter in the BAStatus field entry is a P. If a call is part of a Direct Preview dialing mode campaign, the first letter in the BAStatus field entry is a “D.”

Configure Unified Communications Manager

Add Normalization Script

This script is needed to disable Ringback during Transfer to Agent for SIP calls.

Procedure
Step 1

Log in to Unified Communications Manager Administration page.

Step 2

Navigate to Devices > Device Settings > SIP Normalization Scripts.

Step 3

Click Add New.

Displays SIP Normalization Script page.
Step 4

Enter Name of the script.

Step 5

Enter the following script in Content field: 

M = {}
function M.outbound_180_INVITE(msg)
msg:setResponseCode(183, "Session in Progress")
end
return M
Step 6

Keep default values for remaining fields.

Step 7

Click Save.

Configure Trunk towards the Outbound Gateway

To configure trunk towards the outbound gateway, see Add SIP Trunks. While updating SIP info tab:

Procedure
Step 1

Enter IP address of outbound gateway in Address IPv4 field.

Step 2

Choose newly added Normalization Script from the drop-down list.

Configure Post Call Survey

Complete the following procedures to configure post call survey:

Configure Post Call Survey in CVP

Complete the following procedure to configure Post Call Survey in Unified CVP.

Procedure

Step 1

Log in to the Unified CVP Operations Console and choose System > Dialed Number Pattern.

Step 2

Enter the following configuration settings to associate incoming dialed numbers with survey numbers:

  • Dialed Number Pattern - Enter the appropriate dialed number.

    The incoming Dialed Number for calls being directed to a Post Call Survey Dialed. This is the Dialed Number you want to redirect to the survey.

  • Enable Post Call Survey for Incoming Calls - Select to enable post call survey for incoming calls.
  • Survey Dialed Number Pattern - Enter the dialed number of the Post Call Survey. This is the dialed number to which the calls should be transferred to after the normal call flow completes.
  • Click Save to save the Dialed Number Pattern.
Step 3

Click Deploy to deploy the configuration to all Unified CVP Call Server devices.

Configure Unified CCE

Configure ECC Variable

You need not configure Unified CCE to use Post Call Survey, however, you can turn the feature off (and then on again) within an ICM script by using the ECC variable user.microapp.isPostCallSurvey and a value of n or y (value is case insensitive) to disable and re-enable the feature.

Configure the ECC variable to a value of n or y before the label node or before the Queue to Skillgroup node. This sends the correct value to Unified CVP before the agent transfer. This ECC variable is not needed to initiate a Post Call Survey call, but you can use it to control the feature when the Post Call Survey is configured using the Operations Console.

When the DN is mapped in the Operations Console for Post Call Survey, the call automatically transfers to the configured Post Call Survey DN.

Complete the following procedure to enable or disable the Post Call Survey:

Procedure
Step 1

On the Unified CCE Administration Workstation, using configuration manager, select the Expanded Call Variable List tool.

Step 2

Create a new ECC Variable with Name:user.microapp.isPostCallSurvey.

Step 3

Set Maximum Length to 1.

Step 4

Select the Enabled check box then click Save.

Configure a-Law Codec

Configure the following in Cisco HCS for CC core components to support a-law codec:

Configure Gateway

Configure Ingress Gateway

Procedure
Step 1

Add the voice class codec 1 to set the codec preference in dial-peer:

Example:
voice class codec 1
     codec preference 1 g729r8
     codec preference 2 g711alaw
     codec preference 3 g711ulaw
dial-peer voice 70021 voip
     description Used for Switch leg SIP Direct
     preference 1
     max-conn 225 
     destination-pattern xxxx...... # Customer specific destination
     session protocol sipv2
     session target ipv4:###.###.###.### # IP Address for Unified CVP
     session transport tcp
     voice class codec 1
     voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
     dtmf-relay rtp-nte
     no vad
Step 2

Modify the dial-peer to specify the codec explicitly for a dial-peer: 

dial-peer voice 9 voip 
     description For Outbound Call for Customer
     destination-pattern <Customer Phone Number Pattern>
     session protocol sipv2
     session target ipv4:<Customer SIP Cloud IP Address>
     session transport tcp
     voice-class sip rel1xx supported "100rel"
     voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
     dtmf-relay rtp-nte
     codec g711alaw
     no vad

dial-peer voice 10 voip 
     description ***To CUCM Agent Extension For Outbound***
     destination-pattern <Agent Extension Pattern to CUCM>
     session protocol sipv2
     session target ipv4:<CUCM IP Address>
     voice-class sip rel1xx supported "100rel"
     dtmf-relay rtp-nte
     codec g711alaw

Configure VXML Gateway

Procedure

Modify the following dial-peer to specify the codec explicitly for a dial-peer: 

dial-peer voice 919191 voip
     description Unified CVP SIP ringtone dial-peer
     service ringtone
     incoming called-number 9191T
     voice-class sip rel1xx disable
     dtmf-relay rtp-nte
     codec g711alaw
     no vad

dial-peer voice 929292 voip
     description CVP SIP error dial-peer
     service cvperror
     incoming called-number 9292T
     voice-class sip rel1xx disable
     dtmf-relay rtp-nte
     codec g711alaw
     no vad

dial-peer voice 7777 voip
     description Used for VRU leg #Configure VXML leg where the incoming called
     service bootstrap
     incoming called-number 7777T
     dtmf-relay rtp-nte
     codec g711alaw
     no vad

dial-peer voice 5 voip
     description for SIP TTS Media Call
     preference 1
     session protocol sipv2
     session target ipv4: <ASR primary server IP>
     destination uri tts
     voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
     dtmf-relay rtp-nte
     codec g711alaw
     no vad

dial-peer voice 6 voip
     description for SIP ASR Media Call
     preference 1
     session protocol sipv2
     session target ipv4: <TTS primary server IP>
     destination uri asr
     voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
     dtmf-relay rtp-nte
     codec g711alaw
     no vad

dial-peer voice 7 voip
     description for SIP TTS Media Call
     preference 2
     session protocol sipv2
     session target ipv4: <ASR secondary server IP>
     destination uri tts
     voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
     dtmf-relay rtp-nte
     codec g711alaw
     no vad

dial-peer voice 8 voip
     description for SIP ASR Media Call
     preference 2
     session protocol sipv2
     session target ipv4: <TTS secondary server IP>
     destination uri asr
     voice-class sip options-keepalive up-interval 12 down-interval 65 retry 2
     dtmf-relay rtp-nte
     codec g711alaw
     no vad

Configure Unified CVP

Unified CVP does not require any specific configuration in OAMP.

You must convert the following files to A-law:

  1. C:\inetpub\wwwroot\en-us\app
  2. C:\inetpub\wwwroot\en-us\app\ag_gr
  3. C:\inetpub\wwwroot\en-us\sys
  4. C:\Cisco\CVP\OPSConsoleServer\GWDownloads in OAMP server
  5. C:\Cisco\CVP\VXMLServer\Tomcat\webapps\CVP\audio

Note

  • After converting the files in the OAMP server, access the Unified CVP OAMP page to upload the newly converted A-law files to the gateway.

  • If gateways are previously used for u-law, then restart the gateway to clear the u-law files in the gateway cache.

Complete the following procedure to convert mu-law audio files to a-law format:

Procedure

Step 1

Copy the wav file from Unified CVP to your local desktop.
Step 2

Go to All programs > Accessories > Entertainment.

Step 3

Open the Sound Recorder.

Step 4

Select File and click Open.

Step 5

Browse for the mu-law audio file and click Open.

Step 6

Go to Properties.

Step 7

Click Convert Now.

Step 8

Select CCITT A-Law from Format.

Step 9

Click OK.

Step 10

Select Files > Save As and provide a filename.

Step 11

Copy the new a-law format file into the following directory of media server:

C:\inetpub\wwwroot\en-us\app

Enable Recording for Agent Greeting and Courtesy Callback

Complete the following procedure to enable recording for Agent Greeting and Courtesy Callback.

Procedure
Step 1

Open the call studio and go to the callback entry application.

Step 2

Double-click app.callflow.

Step 3

Go to Record Name element settings and change the File Type to other (default is wav).

Step 4

Set the MIME type to audio/x-alaw-basic.

Step 5

Set the File extension as wav

Step 6

Open the RecordAgentGreeting application and double-click app.callflow.

Step 7

Go to Record Greeting With Confirm element settings and change the File Type to other (default is wav).

Step 8

Set the MIME type to audio/x-alaw-basic.

Step 9

Set the File extension as wav.

Step 10

Validate, save, and deploy the application.

Step 11

Restart the Unified CVP services.

Configure Unified Communication Manager

Complete the following procedure to provision a-Law through Cisco Unified Communications Manager:

Procedure

Step 1

Login to the Cisco Unified Communication Manager Administration page.

Step 2

Navigate to System > Service Parameter.

Step 3

Choose publisher server from Server drop-down list.

Step 4

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

Step 5

In ClusterWide Parameters (System - Location and region), choose Enabled for All Devices from G.711 A-law Codec Enabled drop-down list.

Step 6

Choose Disable from following drop-down lists:

  • G.711 mu-law Codec Enabled

  • G.722 Codec Enabled

  • iLBC Codec Enabled

  • iSAC Codec Enabled

Step 7

Click Save.

Configure Unified CM Based Silent Monitoring

Perform the following steps to configure unified CM based silent monitoring:

Add Monitoring Calling Search Space for the device

Before you begin

Ensure that agent phones are added. See, Add Phones.


Note

During CTIOS Server installation, for IPCC Silent Monitor Type, select CCM Based.

Procedure

Step 1

Log in to Unified Communication Domain Manager as provider, reseller or customer.

Step 2

Add Calling Search Space for monitoring purpose. See, Add Class of Service.

Step 3

Edit Lines, choose newly added Calling Search Space from the drop-down list. See, Edit Lines.

Step 4

Click Save.

Configure Unified Communication Manager

A Unified Communications Manager Music On Hold (MoH) server can generate MoH stream from an audio file or a fixed source. Either of this can be transmitted as unicast or multicast.

MoH server can be deployed in two modes.

  1. Along with Unified CM on the same server for HCS for CC deployments with less than 1250 users in a CM Cluster.

  2. 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

Procedure

Step 1

Login to Cisco Unified Communications Manager Administration page.

Step 2

Select Media Resources > Music On Hold Audio Source.

Step 3

Retain the default sample audio source.

Step 4

Select Initial Announcement from drop down list (optional).

Step 5

Click Save.

Step 6

Perform the following steps to create new Audio Source.

  1. Click Add New.

  2. Select MOH audio stream number from the drop down list.

  3. Select MOH audio source file from the drop down list.

  4. Enter the 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

Login to Cisco Unified Communications Manager Administration page.

Step 2

Select System > Service Parameters.

Step 3

Select the MoH server from the drop-down list .

Step 4

Select the app service from Cisco IP Voice Media Streaming App Service drop-down list.

Step 5

Select the required codec in the Supported MOH Codecs field and click Ok.

Step 6

Click Save.

Set up Phone Configuration for Music on Hold

Procedure

Step 1

Login to Cisco Unified Communications Manager Administration page.

Step 2

Select Device > Phone.

Step 3

Select the phone to configure MOH.

Step 4

Select a audio source from User Hold MOH Audio Source drop-down list.

Step 5

Select a audio source from Network Hold MOH Audio Source drop-down list.

Step 6

Click Save and click Apply and reset the phone.

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