Cisco Unified CCX Administration

Guide, Release 8.5(1)

Cisco Unified Contact Center Express and Cisco Unified IP IVR
December 2011

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Cisco Unified CCX Administration Guide, Release 8.5(1)

Copyright © 2011 Cisco Systems, Inc. All rights reserved.
 CONTENTS

Preface i
Audience 1-ii
Organization 1-ii
Glossary 1-v
Conventions 1-vi
Obtaining Documentation and Submitting a Service Request 1-vii

PART 1 Unified CCX: Overview

CHAPTER 1 Introducing Unified CCX 1-1

About the Unified CCX Components 1-1
The Unified CCX Product Family 1-4
Unified IP IVR 1-4
Unified Contact Center Express 1-5
About Unified CCX Cluster Architecture 1-6
About Unified CCX Active Server 1-7
About Unified CCX Engine 1-8
Setting Up Unified CCX 1-10
Provisioning Telephony and Media Subsystems 1-11
Provisioning Unified CCX Subsystems 1-12
Provisioning the Unified CCX Subsystem 1-12
Provisioning Additional Unified CCX Subsystems 1-13
Viewing License Information 1-14

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Uploading Licenses 1-15

Deleting Licenses 1-16
Configuring Unified CCX Applications 1-17
Available Applications 1-17
Managing Scripts, Prompts, Grammars, and Documents 1-18
Configuring Unified CCX Historical Reporting 1-18
Running and Managing Unified CCX 1-19
Where To Go From Here? 1-19

CHAPTER 2 Introduction to Unified CCX Administration Web Interface 2-1

Accessing Unified CCX Administration Web Interface 2-2
Cisco Unified CCX Administration Menu Bar and Menus 2-3
Navigating the Cisco Unified CCX Administration Application 2-4
Unified CCX Configuration Web Pages 2-6
Displaying Details for Advanced Configuration 2-7
Using Tool Bar and Buttons 2-7
Using Configuration Wizards 2-8

PART 2 Unified CCX: Configuration

CHAPTER 3 Unified CCX Provisioning Checklist 3-1

About Unified CCX 3-2
Unified CCX Provisioning Checklist 3-3
Changing the Licensing Packages 3-5

CHAPTER 4 Provisioning Unified CM for Unified CCX 4-1

Configuring Unified CM Information 4-2
Modifying Cluster Information from Unified CCX 4-2

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Displaying Unified CM Cluster Nodes in Unified CCX 4-4

Selecting Server for Unified CM Configuration (displayed only in a HA
over WAN deployment) 4-5
Modifying AXL Information 4-5
Modifying Unified CM Telephony Information 4-8
Modifying RmCm Provider Information 4-10
Configuring Unified CM for Unified CCX 4-12
Invoking Unified CM Administration 4-13
Defining Unified CM Users as Agents 4-13
Guidelines for Configuring Agent Phones 4-14
Assigning Unified CM Users as Cisco TelePresence Virtual Agents 4-16
Assigning Unified CM Users as Unified CCX Agents 4-18
Configuring Tool for Auto-Registered Phones Support (TAPS) 4-22

CHAPTER 5 Provisioning Unified CCX for Unified CME 5-1

Introducing Unified CME for Unified CCX 5-1
Guidelines 5-2
Supported Features 5-3
Interoperability between Unified CCX and Unified CME 5-4
Verifying Licenses 5-5
Modifying Unified CME Information from Unified CCX 5-5
Configuring the AXL User in Unified CCX 5-6
Provisioning Unified CME Telephony Subsystem 5-7
Validating Unified CME and Unified CCX Data 5-8
Configuring a Unified CME Telephony Provider 5-9
Modifying Unified CME Telephony Call Control Group 5-10
Adding or Modifying a Unified CME Telephony Trigger 5-11
Managing Unified CCX Users 5-14

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Assigning Capability Views to Unified CCX Users in a Unified CME

Deployment 5-15
Creating New Unified CCX Users in a Unified CME Deployment 5-15
Changing Passwords and Pins 5-17
Identifying Agent Directory Numbers 5-18

CHAPTER 6 Configuring Cisco Applications 6-1

About Unified CCX Applications 6-1
Configuring Script Applications 6-2
Configuring Busy Application 6-7
Configuring Ring-No-Answer Application 6-9
Configuring Unified ICME Post-Routing Application 6-11
Configuring Unified ICME Translation-Routing Application 6-14
Configuring Remote Monitoring Application 6-16
Adding Application Triggers 6-18
Adding a Unified CM/Unified CME Telephony Trigger 6-19
Adding Unified CM/Unified CME Telephony Triggers from an Application
Web Page 6-20
Adding Unified CM/Unified CME Telephony Triggers from Unified
CCX 6-21
Adding an HTTP Trigger 6-21
Adding HTTP Triggers from an Application Web Page 6-22
Adding HTTP Triggers from the HTTP Subsystem 6-24
Managing Scripts 6-25
Uploading New Scripts 6-26
Viewing or Downloading a Script File 6-28
Refreshing Scripts 6-30
Individual Script Refresh 6-30
Bulk Script Refresh 6-31
Renaming a Script or Folder 6-32

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Deleting a Script or Folder 6-33

Sample Scripts 6-34

CHAPTER 7 Provisioning Telephony and Media 7-1

About Unified CCX Telephony and Media 7-1
Media Termination Groups 7-2
Provisioning Channels to Handle Calls 7-3
Telephony and Media Resources Provisioning Checklist 7-4
Provisioning Unified CM Telephony Subsystem 7-5
Resynchronizing Cisco JTAPI Client 7-6
Resynchronizing Unified CM Telephony Data 7-7
Configuring a Unified CM Telephony Provider 7-7
Adding a New Unified CM Telephony Call Control Group 7-9
Adding a Unified CM Telephony Trigger 7-16
Additional Unified CM Telephony Information 7-22
Provisioning Unified CM Telephony Triggers for Unified CCX Queuing 7-22
Resynchronizing Unified CM Telephony Information 7-22
Provisioning Cisco Media Subsystem 7-23
Adding a CMT Dialog Control Group 7-24
Provisioning ASR and TTS in Unified CCX 7-26
Before You Provision ASR/TTS 7-26
Provisioning MRCP ASR Subsystem 7-27
Provisioning MRCP ASR Providers 7-28
Provisioning MRCP ASR Servers 7-29
Provisioning MRCP ASR Dialog Groups 7-31
Provisioning MRCP TTS Subsystem 7-34
Provisioning MRCP TTS Providers 7-35
Provisioning MRCP TTS Servers 7-37
Provisioning MRCP TTS Default Genders 7-39

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CHAPTER 8 Provisioning Unified CCX 8-1

Configuring RmCm Provider 8-2
Modifying RmCm Provider 8-2
Associating Agent Extensions with the RmCm Provider 8-3
Configuring Resource Groups 8-4
Creating a Resource Group 8-4
Modifying an Existing Resource Group Name 8-5
Deleting a Resource Group 8-6
Configuring Skills 8-7
Creating a Skill 8-7
Modifying an Existing Skill Name 8-8
Deleting a Skill 8-9
Configuring Agents 8-10
Implications of Deleting Agents in Unified CM 8-11
Assigning Resource Groups and Skills to One Agent 8-12
Assigning Resource Groups and Skills to Multiple Agents 8-14
Removing Skills from Agents 8-16
Configuring Contact Service Queues 8-17
Creating a CSQ 8-18
Modifying an Existing CSQ 8-24
Deleting a CSQ 8-25
Resource Pool Selection Criteria: Skills and Groups 8-26
Resource Skill Selection Criteria Within a CSQ 8-28
Configuring and Using Remote Monitoring 8-30
Creating a Remote Monitoring Supervisor 8-31
Assigning Resources and CSQs to a Supervisor 8-32
Configuring Agent-Based Routing 8-34
Wrap-Up Data Usage 8-35
Configuring Teams 8-35

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Creating a Team Supervisor 8-36

Creating Teams 8-37
Modifying Agents on Teams 8-39
Deleting a Team 8-39
Unified Gateway Auto-Configuration Details 8-40

CHAPTER 9 Provisioning Additional Subsystems 9-1

About Additional Subsystems 9-2
Provisioning Unified ICME Subsystem 9-3
Configuring General Unified ICME Information 9-4
Configuring Unified ICME VRU Scripts 9-7
Provisioning HTTP Subsystem 9-10
Configuring HTTP Triggers 9-11
Provisioning Database Subsystem 9-12
Configuring Database Subsystem 9-13
Adding a New DataSource 9-14
Polling Database Connectivity 9-15
Provisioning eMail Subsystem 9-16

CHAPTER 10 Managing Prompts, Grammars, Documents, and Custom Files 10-1

Managing Prompt Files 10-2
Managing Grammar Files 10-5
Managing Document Files 10-7
Managing Languages 10-9
Creating a New Language 10-9
Renaming a Language 10-10
Deleting a Language 10-11
Upload Zip files to a Language Folder 10-11
Recording and Uploading Prompt Files 10-13

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Recording a Prompt 10-14

Add Spoken Name Prompts 10-16
Managing Custom Files 10-17
Specify Custom Classpath Entries 10-17
Managing AAR Files 10-18
Creating AAR Files 10-21
Uploading AAR Files 10-21
META-INF Directory 10-22
Prompts, Grammars, Documents, and Scripts Directories 10-22
Prompts Directory 10-23
Grammars Directory 10-23
Documents Directory 10-23
Scripts Directory 10-23
AAR Manifest 10-23
Attribute Types 10-25
Main Attributes 10-26
Per-Entry Attributes 10-28
META-INF Directory Attributes 10-29

CHAPTER 11 Managing the Unified CCX System 11-1

Basic Terminology 11-2
High Availability and Automatic Failover 11-3
Network Partitions 11-4
Managing Unified CCX CDS Information 11-4
Managing System Parameters 11-5
Changing IP Address of Unified CCX 11-10
Readiness Checklist 11-11
Changing the IP Address 11-13
Changing the IP Address for Server in a Single-Node Deployment 11-13

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Changing the IP Addresses for Servers in a High Availability (HA)

Deployment 11-16
Post-Change Task List 11-22
Exiting Unified CCX Administration 11-23

CHAPTER 12 Managing Unified CCX Historical Reporting 12-1

About Unified CCX Historical Datastore 12-1
Historical Reporting Configuration 12-2
Configuring Database Server Limits 12-2
Viewing Historical Reports 12-3
Purging Historical Data 12-3
Configuring Automatic Purging 12-4
Configuring Purge Schedule Configuration Parameters 12-5
Purging Manually 12-6
File Restore 12-7

CHAPTER 13 Configuring Unified CCX Outbound Dialer 13-1

Unified CCX Outbound IVR Dialer Types 13-1
About the Outbound Feature for Unified CCX 13-3
Outbound Characteristics 13-3
Unified CCX Requirements 13-4
Outbound Components 13-7
Dialing Modes 13-8
Direct Preview Dialing Mode 13-9
Progressive Dialing Mode 13-10
Understanding the Working of an IVR-Based Progressive
Campaign 13-10
Predictive Dialing Mode 13-12
Predictive Dialing Description 13-12

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Steps to Configure an Outbound IVR Subsystem in Unified CCX 13-14

How Is a Contact’s Local Time Determined? 13-15
The Outbound Configuration Checklist 13-16
Verifying the RmCm and Outbound Subsystems 13-17
Configuring General Outbound Properties 13-18
Customer Dialing Lists 13-21
Handling Callbacks 13-27
How the Outbound Option Works with Area Codes 13-28
Handling Configuration Updates 13-29
Allocating CSQ Agent Pool Percentages 13-30
Adding a New Campaign 13-31
Importing Contacts for a Campaign 13-39
Enabling Campaigns 13-41
Adding Area Codes 13-42
Setting-up Communications with the Agent’s Desktop 13-43
Agents Receive Outbound Calls 13-44
Agent Allocation and Queuing 13-45
Previewing Customer Information 13-46
Exchanging Data with CAD 13-48
Call Status Values 13-50
Resetting Contact States at Midnight 13-51
Call Result Values 13-52
Reclassification Status Behavior 13-54
Handling Skip-Next Behavior 13-56
Handling Skip/Reject Behavior 13-57
Call Retrieval Priority 13-58
Handling Failover and System Restarts 13-58
Handling Do Not Call Contacts 13-59

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CHAPTER 14 Reporting on Real-Time Unified CCX Data 14-1

Available Unified CCX Real-Time Reports 14-2
Opening Real-Time Reporting 14-3
Running Reports 14-5
Viewing Detailed Subreports 14-5
Printing Reports 14-6
Resetting Report Statistics 14-6
Clearing Stuck Calls 14-7
Setting Report Options 14-7
Setting Report Appearance 14-8
Application Reporting User Interface 14-8
Report Menu 14-9
Contacts Summary Real-Time Report 14-11
Application Tasks Summary Real-Time Report 14-13
Application Tasks 14-13
Engine Tasks 14-14
Contacts 14-14
Applications 14-19
Sessions 14-20
Datasource Usage 14-20
Overall Cisco Unified Contact Center Express Stats 14-21
CSQ Cisco Unified Contact Center Express Stats 14-25
Preview Outbound Campaign Cisco Unified Contact Center Express
Stats 14-27
IVR Outbound Campaign Stats 14-29
Overall IVR Outbound Stats 14-31
Resource Cisco Unified Contact Center Express Stats 14-32
Failover Behavior for Unified CCX Stats 14-34
Tools Menu 14-35

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The Reset All Statistics Menu Option 14-35

Open Printable Report Menu Option 14-36
Refresh Connections Menu Option 14-36
Clear Contact Menu Option 14-36
Views Menu 14-37
Application Tasks 14-39
Contacts 14-39
Applications 14-39
Sessions 14-40
Settings Menu 14-40
Options Menu Option 14-41

CHAPTER 15 Using Unified CCX Supervisor and Unified CCX User Options Plug-Ins 15-1
About User Management 15-1
About Unified CCX User Capabilities 15-2
Administrator Privileges 15-3
Supervisor Privileges 15-3
Historical Report User Privileges 15-5
Agent Privileges 15-5
Using Unified CCX Supervisor Web Interface 15-6
Accessing the Unified CCX Supervisor Web Page 15-6
Monitoring Agents 15-7
Monitoring CSQs 15-7
Viewing CSQ IDs for Remote Monitoring 15-8
Installing Client-Side Historical Reporting 15-9
Using the Unified CCX User Options Web Interface 15-9
Accessing the Unified CCX User Options Web page 15-9
Downloading Agent Desktop 15-10
Cisco Unified CCX Desktop Client Configuration Tool 15-11
Adding Alternative Pronunciations 15-12

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Accessing Unified CM User Options page 15-13

PART 3 Unified CCX: Reference

CHAPTER 16 System Menu 16-1

Server Menu Option 16-1
Unified CM Configuration Menu Option 16-3
Unified CME Configuration Menu Option 16-4
System Parameters Menu Option 16-4
Custom File Configuration Menu Option 16-5
License Information Menu Option 16-5
Add License(s) 16-6
Display Licenses 16-6
Language Information Menu Option 16-7
Logout Menu Option 16-8

CHAPTER 17 Applications Menu 17-1

Application Management Menu Option 17-1
Script Management 17-3
Prompt Management 17-4
Grammar Management 17-5
Document Management 17-6
AAR Management 17-6

CHAPTER 18 Subsystems Menu 18-1

Unified CM Telephony Menu Option 18-2
Unified CM Telephony Provider Configuration 18-3
Unified CM Telephony Call Control Group Configuration 18-4

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Unified CM Telephony Triggers Configuration 18-4

Unified CM Telephony Data Synchronization 18-5
Unified CM Telephony Cisco JTAPI Resync 18-6
Unified CM Telephony Advanced Settings 18-7
Unified CME Telephony Menu Option 18-8
Unified CME Telephony Provider Configuration 18-8
Unified CME Telephony Call Control Group Configuration 18-9
Unified CME Telephony Triggers Configuration 18-9
Validate Unified CME in Unified CCX Data 18-10
RmCm Menu Option 18-10
Skill Configuration 18-11
Adding a New Skill 18-11
Modifying Skills 18-12
Resources Configuration 18-12
Modifying a Resource 18-12
Resource Group Configuration 18-13
Adding a New Resource Group 18-13
Modifying Existing Resource Groups 18-13
Contact Service Queues Configuration 18-14
Adding a CSQ 18-14
RmCm Provider Configuration 18-15
Assign Skills Configuration 18-15
Adding Skills 18-16
Removing Skills 18-16
Remote Monitor Configuration 18-16
Assigning Resources and CSQs to a Remote Supervisor 18-17
Agent Based Routing Settings Configuration 18-17
Teams Configuration 18-17
Adding a New Team 18-18
Outbound Menu Option 18-18

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General Configuration 18-19

Campaign Configuration 18-19
Add New Campaigns 18-20
Import Contacts 18-20
Delete Contacts 18-21
Area Code Management 18-21
Add New Area Code 18-22
SIP Gateway Configuration 18-22
Unified ICM Menu Option 18-25
Unified ICME Configuration 18-25
Unified ICME VRU Scripts 18-26
Add a New VRU Script 18-27
Database Menu Option 18-27
DataSource 18-28
Adding a New DataSource 18-28
Adding a New Database Parameter 18-29
Driver 18-29
Adding a New Database Driver 18-29
HTTP Menu Option 18-30
HTTP Configuration 18-31
Add a New HTTP Trigger 18-31
eMail Menu Option 18-31
Cisco Media Menu Option 18-32
MRCP ASR Menu Option 18-33
MRCP ASR Provider 18-33
MRCP ASR Servers 18-33
MRCP ASR Dialog Groups 18-34
MRCP TTS Menu Option 18-35
MRCP TTS Providers 18-35

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MRCP TTS Servers 18-36

MRCP TTS Default Genders 18-36

CHAPTER 19 Wizards Menu 19-1

Application Wizard 19-1
RmCm Wizard 19-3

CHAPTER 20 Tools Menu 20-1

Plug-ins Menu Option 20-2
Real-Time Reporting Menu Option 20-3
Real-Time Snapshot Config Menu Option 20-4
Creating a System DSN for Wallboard 20-5
Using Wallboard Software in a High Availability (HA) Deployment 20-8
Historical Reporting Menu Option 20-10
Database Server Configuration 20-10
Purge Schedule Configuration 20-11
Purge Now 20-11
File Restore 20-12
User Management Menu Option 20-12
User View Submenu Option 20-13
Name Grammar Generator Configuration 20-14
Spoken Name Upload Submenu Option 20-15
Administrator Capability View Menu Option 20-16
Supervisor Capability View Menu Option 20-16
Reporting Capability View Menu Option 20-16
Agent Capability View Menu Option 20-17
Password Management 20-17
Windows Upgrade Menu Option 20-18

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CHAPTER 21 Help Menu 21-1

Contents and Index Option 21-2
For This Page Menu Option 21-3
Troubleshooting Tips Menu Option 21-3
Unified CCX Documentation Link Option 21-3
About Menu Option 21-3

APPENDIX A Unified CCX Licensing Packages A-1

Application Availability by License Package A-2
Trigger Availability by License Package A-2
Subsystem Availability by License Package A-2
Historical Report Availability by License Package A-4
Unified CCX Services Availability by License Package A-4
Unified CCX Component Availability by License Package A-6
Support Scalability for Unified CME A-6

INDEX

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Preface

Cisco Unified Contact Center Express (Unified CCX), a member of the Cisco
Unified Communications family of products, manages customer voice contact
centers for departments, branches, or small to medium-size companies planning
to deploy an entry-level or mid-market contact center solution.
The Cisco Unified CCX Administration Guide provides instructions for using the
Administration web interface to provision the subsystems of the Unified CCX
package and to configure Unified CCX applications.
This guide shows you how to implement the following two systems that integrate
with the Unified CCX:
• Cisco Unified Contact Center Express (Unified CCX)
• Cisco Unified Interactive Voice Response (Unified IP IVR)
This guide also includes a reference section that describes all the menus and menu
options of the Unified CCX Administration web interface.
This guide will help you to:
• Perform initial configuration tasks.
• Administer applications such as the Unified CCX Engine, and other
components of the Cisco Unified Communication family of products.
• Familiarize yourself with the menus and menu options of the Unified
CCX Administration web interface.

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Audience

Audience
The Cisco Unified CCX Administration Guide is written for business analysts and
application designers who have the domain-specific knowledge required to create
multimedia and telephony customer response applications. Experience or training
with Java is not required but is useful for making best use of the capabilities of
the Cisco Unified Communications family of products.

Organization
This guide is divided into three parts.
• Part 1, “Unified CCX: Overview”, provides an overview of the Unified CCX
components and Administration web interface.
• Part 2, “Unified CCX: Configuration,” describes the tasks necessary for
configuring Unified CCX.
• Part 3, “Unified CCX: Reference,” describes the menu options of the
available real-time reports.
Part 1 contains the following chapters:

Chapter Number and Title Description

Chapter 1, “Introducing Describes key features of the Unified CCX system.
Unified CCX” Provides an overview of the configuration tasks
necessary to configure and administer the Unified
CCX.
Chapter 2, “Introduction Provides an overview of the Unified
to Unified CCX CCX Administration web interface.
Administration Web
Interface”

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Organization

Part 2 contains the following chapters:

Chapter Number and Title Description

Chapter 3, “Unified CCX Introduces the Unified CCX subsystem and
Provisioning Checklist” provides a configuration checklist for the available
products.
Chapter 4, “Provisioning Explains how to modify the Unified CM Unified
Unified CM for Unified CM information from Unified CCX.
CCX”
Chapter 5, “Provisioning Explains how to modify the Unified CME
Unified CCX for Unified information from Unified CCX.
CME”
Chapter 6, “Configuring Describes how to configure Cisco Busy
Cisco Applications” applications, Cisco Ring-No-Answer applications,
Unified ICME post-routing applications, Unified
ICME translation-routing applications, and how to
manage script files.
Chapter 7, “Provisioning Introduces the Unified CCX telephony and media
Telephony and Media” subsystems and describes how to provision the
Unified CM telephony, CMT (Cisco Media
Termination), MRCP ASR (Automated Speech
Recognition), and MRCP TTS (Text-To-Speech)
subsystems.
Chapter 8, “Provisioning Describes how to provision Unified CM and the
Unified CCX” Unified CCX subsystem.
Chapter 9, “Provisioning Describes how to provision the Cisco Unified
Additional Subsystems” Intelligent Contact Management Enterprise
(Unified ICME), HTTP, Database, and eMail
subsystems.
Chapter 10, “Managing Describes how to manage prompt, grammar, and
Prompts, Grammars, document files.
Documents, and Custom
Files”
Chapter 11, “Managing Describes how to configure, control, and monitor
the Unified CCX System” Unified CCX component activities and information
in a Unified CCX Cluster.

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Organization

Chapter Number and Title Description

Chapter 12, “Managing Describes how to configure the database server,
Unified CCX Historical schedule data synchronization, configure historical
Reporting” report users, and set up automatic and manual
purging of the Unified CCX historical reports
databases.
Chapter 13, “Configuring Describes how to configure the Unified Outbound
Unified CCX Outbound Dialer feature for automated outbound activities for
Dialer” the Unified CM deployment of Unified CCX.
Chapter 14, “Reporting on Describes how to run real-time reports on Unified
Real-Time Unified CCX CCX data. Provides directions for launching
Data” sub-reports, printing reports, refreshing reports,
and setting report options.
Chapter 15, “Using Provides detailed information on the additional
Unified CCX Supervisor plug-in options provided by Unified CCX.
and Unified CCX User
Options Plug-Ins”

Part 3 contains the following chapters:

Chapter Number and Title Description

Chapter 16, “System Describes the options under the System menu of the
Menu” Unified CCX Administration menu bar.
Chapter 17, “Applications Describes the options under the Applications menu
Menu” of the Unified CCX Administration menu bar.
Chapter 18, “Subsystems Describes the options under the Subsystems menu
Menu” of the Unified CCX Administration menu bar.
Chapter 19, “Wizards Describes the options under the Wizards menu of
Menu” the Unified CCX Administration menu bar.
Chapter 20, “Tools Describes the options under the Tools menu of the
Menu” Unified CCX Administration menu bar.

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Glossary

Chapter Number and Title Description

Chapter 21, “Help Menu” Describes the options under the Help menu of the
Unified CCX Administration menu bar.
Appendix A, “Unified Describes the features that are available with each
CCX Licensing Packages” Unified CCX license package.

Glossary
For a complete list of terms used in Cisco Unified CCX and Cisco Unified IP IVR,
see
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_technical_refer
ence_list.html.

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Conventions

Conventions
This manual uses the following conventions:

Convention Description
boldface font Boldface font is used to indicate commands, such as user
entries, keys, buttons, and folder and submenu names. For
example:
• Choose Edit > Find.
• Click Finish.
italic font Italic font is used to indicate the following:
• To introduce a new term. Example: A skill group is a
collection of agents who share similar skills.
• For emphasis. Example: 
Do not use the numerical naming convention.
• A syntax value that the user must replace. Example: 
IF (condition, true-value, false-value)
• A book title. Example: 
See the Installation Guide for Cisco Unified CCX and
Cisco Unified IP IVR, Release 8.5(1).
window font Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays.
Example:
<html><title>Cisco Systems,Inc.
</title></html>
<> Angle brackets are used to indicate the following:
• For arguments where the context does not allow italic,
such as ASCII output.
• A character string that the user enters but that does not
appear on the window such as a password.

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Obtaining Documentation and Submitting a Service Request

Related Documentation
Related Unified CCX documentation is available at the URL mentioned below:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_s
eries_home.html

Obtaining Documentation and Submitting a Service

Request
For information on obtaining documentation, submitting a service request, and
gathering additional information, see the monthly What’s New in Cisco Product
Documentation, which also lists all new and revised Cisco technical
documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Subscribe to the What’s New in Cisco Product Documentation as a Really Simple
Syndication (RSS) feed and set content to be delivered directly to your desktop using
a reader application. The RSS feeds are a free service and Cisco currently supports
RSS version 2.0.

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PA R T 1

Unified CCX: Overview

 CH A P T E R 1
Introducing Unified CCX

The Unified CCX provides a multimedia (voice, data, and web) IP enabled
customer-care application environment that enhances the efficiency of contact
centers by simplifying business integration, easing agent administration,
increasing agent flexibility, and enhancing network hosting.
The following sections provide an overview of the configuration and management
components of the Unified CCX product family:
• About the Unified CCX Components, page 1-1
• The Unified CCX Product Family, page 1-4
• About Unified CCX Cluster Architecture, page 1-6
• Setting Up Unified CCX, page 1-10
• Running and Managing Unified CCX, page 1-19
• Where To Go From Here?, page 1-19

About the Unified CCX Components

This section describes the following components of the Unified CCX system:
• Unified Gateway—Connects the Cisco Unified Communications family of
products to the Public Switched Telephone Network (PSTN) and to other
private telephone systems such as PBX.

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• Unified CM Server—The Cisco Unified Communications Manager (Unified

CM) provides the features required to implement IP phones, manage
gateways, provide failover and redundancy service for the telephony system,
and direct Voice over IP (VoIP) traffic to the Unified CCX system.

Note Cisco Unified Communications Manager was previously known as

Unified Call Manager. This guide uses Cisco Unified
Communications Manager at the first occurrence and Unified CM for
later occurrences.

• Unified CME interoperability—The Cisco Unified Communications

Manager Express (Unified CME) provides interoperability between Unified
CCX and Unified CME, call routing using SIP-based route point, keep alive
session management, Support of Cisco Agent Desktop for use with Unified
CME, and the ability to store the users locally in the Unified CCX database.

Note Cisco Unified Communications Manager Express was previously

known as Unified CallManager Express. This guide uses Cisco
Unified Communications Manager Express at the first occurrence and
Unified CME for later occurrences.

• Unified CCX Server—Contains the Unified CCX Engine that runs

applications, including Cisco script applications, Unified CM user
integration, Unified CME interoperability, Cisco Unified Intelligent Contact
Management Enterprise (Unified ICME) translation-routing and post-routing
applications, Busy applications, Ring No Answer applications, and Voice
Extensible Markup Language (VXML) 2.0 applications. 
You can position your Unified CCX application server anywhere on the IP
network and administer your applications from a web browser on any
computer on the IP network. Because Unified CCX uses an open architecture
that supports industry standards, you can integrate your applications with a
wide variety of technologies and products such as Enterprise databases and
Unified CCX Agent Desktop. The Unified CCX Server has the following
components:
– Unified CCX Configuration Datastore (CDS)—Manages configuration,
component, and application information within the Unified CCX cluster
and communicates with Unified CM. See the Cisco Unified Contact
Center Express Serviceability Administration Guide.

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– Historical Reports Database Server—Dedicated server that stores

Unified CCX database for the following datastores: Configuration
Datastore (CDS), Historical Datastore (HDS), Repository Datastore
(RDS), and Agent Datastore (ADS).

Note If you are using Microsoft Internet Explorer Version 6.0 or higher or
Mozilla Firefox Version 2.0 or 3.0 browser, verify that the popup
blocker is disabled.

• Unified CCX Editor—Allows application developers to use a simple

Graphical User Interface (GUI) to create, modify, and debug Unified CCX
scripts for automating customer interactions. Each script consists of a series
of steps, implemented as Java Beans.
• Unified CCX Administration and Unified CCX Serviceability web
interfaces—Provides access through a web browser for administrators to
configure and manage Unified CCX Datastores, Servers, and Applications.
• Cisco IP Agent and Supervisor Desktops—Desktop programs that allow
Unified CCX agents and supervisors to log into the system, change agent
states, and monitor status.
• Media Resource Control Protocol (MRCP) Automatic Speech Recognition
(ASR) server—(optional.) Dedicated server that performs real-time speech
recognition.
• MRCP Text-to-Speech (TTS) server—(optional.) Dedicated server that
converts text into speech and plays it back to the caller.

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

• Historical Reporting Client—The Unified CCX and Unified IP IVR

applications can generate a variety of historical reports that provide detailed
Call ContactCall Detail record (CCDR) records, application performance,
and traffic analysis information.

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The Unified CCX Product Family

The Unified CCX product family provides contact-processing functions for your
Cisco Unified Communications solution.
The software package you choose determines which steps, components, and
subsystems you receive. Each Unified CCX product includes Unified
CCX Engine and Unified CCX Editor.
The Unified CCX product family includes the following packages:
• Unified IP IVR, page 1-4
• Unified Contact Center Express, page 1-5

Unified IP IVR
The Unified IP IVR is a multimedia (voice, data, web) IP enabled interactive
voice response solution that offers an open and feature-rich foundation for the
creation and delivery of Unified IP IVR applications via Internet technology.
Unified IP IVR automates call handling by autonomously interacting with
contacts. Using Unified IP IVR, you can create applications that answer calls,
provide menu choices for callers, obtain caller data such as passwords or account
identification, and transfer calls to caller-selected extensions. You can also create
Unified IP IVR applications that respond to HTTP requests, outbound calling,
sending e-mail, and processing VXML 2.0 commands.
The Unified IP IVR package provides the following features:
• JDBC support—Unified IP IVR applications can access Oracle, Sybase, and
IBM DB2 databases.
• Real-Time reporting client—Unified IP IVR applications can generate a
variety of reports that provide detailed information about the real-time status
of your system.
• Historical reporting client—Unified IP IVR applications can generate a
variety of historical reports that provide detailed information about the
performance of your system.
• ASR—Unified IP IVR applications can take advantage of ASR to provide
callers with the option to use speech to navigate through menu options.
• TTS—Unified IP IVR applications can use TTS to read back documents and
pre-scripted prompts to callers.
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Unified Contact Center Express

Cisco Unified Contact Center Express (Unified CCX) is an IP-based Automated
Call Distribution (ACD) system that queues and distributes incoming calls to
Unified CCX agents, who can be either groups of Unified CM users for Unified
CM integration or Unified CCX users for Unified CME integration.
You can use Unified CCX applications to route calls to specific agents. You can
also integrate Unified CCX with Unified IP IVR to gather caller data and classify
incoming calls.
Unified CCX includes a web-based real-time and historical reporting system that
you can use to monitor system, Contact Service Queue (CSQ), and resource
performance.
The Unified CCX system consists of the following major components:
• Resource Manager—Application program that monitors Unified CCX agent
phones and allows you to organize agents into resource groups or skills-based
partitions according to the types of calls each group can handle.
• CSQ—Application program that places incoming calls in a queue and
distributes them to the appropriate set of agents as the agents become
available.
• Unified CCX Agent Desktop—Application program that Unified CCX agents
run on their desktop computers to log in to the system, change Unified CCX
state, and monitor status.
The following licensing options are available for the Unified CCX system:
• Unified CCX Standard (designed for entry-level users)—Includes the steps
necessary for creating basic Unified CCX applications including IP Phone
Agent (IPPA) and skills-based routing and does not include Cisco Agent
Desktop (CAD).
• Unified CCX Enhanced (designed for enterprise-level users)—Includes all
functions of Unified CCX Standard, plus support for priority queuing.
Includes a license to enable custom Java extensions.
• Unified CCX Premium—Adds full Unified IP IVR support (except for
Unified ICM integration) including database integration, Voice eXtensible
Markup Language (VoiceXML), HTML web integration, custom Java
extensions, and e-Notification services. The outbound feature is now bundled

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with the Premium package. You will receive one outbound seat free with each
premium seat. The maximum number of outbound seats supported will be
based on the hardware type.
• Unified CCX Outbound IVR—You need to have an Unified CCX Outbound
IVR license on top of Unified CCX premium license to enable this feature.
You can increase the number of ports for an existing Outbound IVR license.
The Display License sub menu option displays the licensed Outbound IVR
ports and the sum of the dedicated Outbound IVR ports for all IVR campaigns
that are running currently in your Unified CCX. The dedicated Outbound IVR
port for a campaign is the number of IVR ports that you want to reserve for a
campaign based on the number of CTI ports available in the outbound call
control group.

Note The Unified CCX Enhanced package and the Unified CCX Premium package are
provisioned in the same way.

About Unified CCX Cluster Architecture

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

The Unified CCX cluster consists of one or more servers (nodes) that are running
Unified CCX components in your Unified CCX deployment.
If you deploy Unified CCX components on a single server, the Unified CCX
cluster (often referred to as cluster in this manual) consists of that server. If you
deploy Unified CCX on multiple servers, the cluster includes the Unified CCX
server and standby server on which you installed Unified CCX. The Unified CCX
cluster can support up to two Unified CCX Servers, one designated as the active
Unified CCX Server and the other designated as the standby Unified CCX Server
for high availability purposes.
When you install or upgrade Unified CCX on a server, you designate the cluster
to which the server will belong by designating the cluster profile for that cluster.

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Cluster architecture accommodates high availability and failover since, in case of

the failure of a component, a secondary server will take over the functionality lost
by that failed component.
All Unified CCX servers within the cluster are configured identically and
installed with the same features. One server is designated the active server.

About Unified CCX Active Server

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

The Unified CCX active server makes global decisions for the cluster and keeps
track of calls in the CSQs, agent states (if Unified CCX is installed) and
generating historical detail records.

Note Only one server in the cluster can be the active server at any given time.

If the active server fails, the Unified CCX provides automatic failover to the
standby server. If the active server fails (for example, in the event a hardware
failure occurs or the Unified CCX Engine process terminates), some calls being
handled by the server are lost. The lost calls are restricted to those being handled
by the system (those in the IVR stage or in queue). Calls answered by agents
continue to remain live even though related data on the agent desktop is lost.
When the standby server takes over as the new active server, call processing
continues (see High Availability and Automatic Failover, page 11-3).
A Unified CCX cluster consists of the one or more servers (nodes) that run
Unified CCX components in your Unified CCX deployment (see Basic
Terminology, page 11-2).
Cluster management consists of two main elements:
• Cluster Manager—Receives updates about cluster status and subsystem
states.

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• Cluster View Daemon (CVD)—Java code that interacts with Platform

Service Manager and implements inter-node communication on behalf of the
cluster. It detects availability of the other nodes, components and services,
provides consistent cluster view and dynamically elects a master service. The
following figure shows the components of the CVD interaction with nodes.

Figure 1-1 Cluster View Daemon

The CVD has two interfaces:

• One that monitors inside the node, using:
– Node Manager to monitor and control local processes.
– Cluster Manager publisher or subscriber to communicate with local
applications, such as Engine and Application Administration.
• Another that monitors outside the node and communicates with other nodes
in the cluster.

Note For detailed information about Unified CCX clusters, see Chapter 11, “Managing
the Unified CCX System.”

About Unified CCX Engine

The Unified CCX Engine enables you to run multiple applications to handle
Unified CM Telephony calls, Unified CME Telephone calls, or HTTP requests.

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The Unified CCX Engine uses the Unified CM Telephony subsystem to request
and receive services from the Computer Telephony Interface (CTI) manager that
controls Unified CM clusters. The Unified CCX Engine is implemented as a
service that supports multiple applications.
The Unified CCX Engine uses the Unified CME Subsystem to interact with the
Unified CME application that run on Integrated Service Routers (ISRs) using
open standard Session Initiation Protocol (SIP).
You can use a web browser to administer the Unified CCX Engine and your
Unified CCX applications from any computer on the network. Unified CCX
provides you the following two web applications:
• Unified CCX Administration web interface - Used to configure system
parameters, subsystems, view real-time reports that include total system
activity and application statistics and so on.
• Unified CCX Serviceability web interface - Used to view alarm and trace
definitions for Unified CCX services, start and stop the Unified CCX Engine,
monitor Unified CCX Engine activity, and so on.

Note If you are using Microsoft Internet Explorer Version 6.0 or higher or
Mozilla Firefox Version 2.0 or 3.0 browser, verify that the popup blocker
is disabled.

Depending on the Unified CCX products that you are using, the Unified CCX
server may employ as many as 14 subsystems for communicating with other
services:
• Applications—Manages the applications in the Unified CCX Engine and
other features such as session management.
• Cisco Media—Configures Cisco Media Termination (CMT) dialog control
groups, which can be used to handle simple Dual Tone Multifrequency
(DTMF) based dialog interactions with customers.
• Core Reporting—Provides information for Unified IP IVR real-time reports.
• Database—Handles the connections between the Unified CCX server and the
enterprise database.
• eMail—Adds components to the Unified CCX Engine that allows it to send
e-mail messages.

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• Enterprise Server—Communicates data for screen pops to the Unified CCX

Agent Desktop.
• HTTP—Adds components to the Unified CCX Engine that allow it to respond
to HTTP requests.
• ICM Subsytem—Manages the connection between the Unified CCX server
and ICM.
• Unified CM Telephony—Manages the connection between Unified CM CTI
Manager and the Unified CCX Engine.
• Unified CME Telephony—Manages the SIP connection between Unified
CME and the Unified CCX Engine.
• MRCP ASR—Allows a script to respond to voice input in addition to DTMF
using the MRCP protocol.
• MRCP TTS—Composes voice prompts that are generated real-time from
text, such as speaking the words in the text of an e-mail message using the
MRCP protocol.
• Resource Manager-Contact Manager (RmCm)—Allows Unified CCX to
monitor agent phones, control agent states, route and queue calls, and manage
the historical reporting feature.
• Voice Browser—Manages Voice Browser functionality.
• Unified CCX Voice over Internet Protocol (VoIP)—Enables remote
recording and monitoring

Note Recording and monitoring over pre-configured SPAN port is not

supported in HA over WAN deployment of Unified CCX.

Setting Up Unified CCX

After you install the Unified CCX system and perform the initial setup as
mentioned in the Cisco Unified Contact Center Express Installation Guide, you
can start provisioning and configuring the system:
• Provisioning is the process of allocating resources and devising strategies for
drawing on them to support the needs of your business.

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• Configuring is the process of making applications available to the Unified

CCX system.
The sections that follow describe these tasks:
• Provisioning Telephony and Media Subsystems, page 1-11
• Provisioning Unified CCX Subsystems, page 1-12
• Viewing License Information, page 1-14
• Configuring Unified CCX Applications, page 1-17

Provisioning Telephony and Media Subsystems

The Unified CCX telephony and media subsystems manage telephony and media
resources and communicate with supporting telephony and media systems.
Depending on the Unified CCX applications you plan to use, you need to
provision some or all of the following subsystems:
• Unified CM Telephony. The Unified CM Telephony subsystem controls the
Unified CM telephony resources for the Unified CCX system.

Caution While Unified CM supports Unicode characters in first and last names,
those characters become corrupted in Unified CCX Administration
web pages for Real Time Reporting, Cisco Agent/Supervisor Desktop,
and Historical Reports.

• Unified CME Telephony. The Unified CME Telephony subsystem controls

the Unified CME telephony resources for the Unified CCX system.
• Cisco Media. The Cisco Media subsystem controls the CMT media resources
for the Unified CCX system.
• MRCP ASR. The MRCP ASR subsystem controls the ASR media resources
for the Unified CCX system.
• MRCP TTS. The MRCP TTS subsystem controls the TTS media resources
for the Unified CCX system.

Note For detailed instructions on provisioning the Unified CCX telephony subsystems,
see Chapter 7, “Provisioning Telephony and Media.”

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Provisioning Unified CCX Subsystems

You need to provision your Unified CCX subsystems to enable the Unified CCX
Engine to run multiple applications to handle Unified Communications calls or
HTTP requests.

Note You need to configure a particular subsystem only if you are using Unified CCX
applications that require it and which are installed and activated using the
appropriate license.

To continue the Unified CCX system configuration process, you will connect to
the Unified CCX Administration web interface and perform the following tasks:
• Provisioning Unified CCX Subsystems, page 1-12
• Provisioning Additional Unified CCX Subsystems, page 1-13
• Wizards Menu, page 19-1

Provisioning the Unified CCX Subsystem

If you have purchased any of the three versions of Unified CCX, you will need to
provision the Unified CCX subsystem.

Note If your Unified CCX system does not include Unified CCX, proceed directly to
the “Provisioning Additional Unified CCX Subsystems” section on page 1-13.

Provision the following settings on the Unified CCX subsystem:

• RmCm Provider. The Resource Manager (RM) of the Unified CCX system
uses a Unified CM user (called a Unified CM Telephony provider) for
monitoring agent phones, controlling agent states, and routing and queueing
calls.
• Resources. Agents that answer calls are also called resources. After you
create a resource group, you must assign agents (resources) to that group.
You can assign skills to agents if you have Unified CCX Standard license.
• Resource Groups. Collections of agents that your CSQ uses to handle
incoming calls. To use resource group-based CSQs, you must specify a
resource group.

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• Skills. (Unified CCX Standard license) Skills are customer-definable labels

assigned to agents. You can route incoming calls to agents who have the
necessary skill or sets of skill to handle the call.
• CSQs. After you assign an agent to a resource group, or assign skills to an
agent, you need to configure the agent for the CSQ to which the agent will be
assigned.
• Agent-Based Routing Settings. You can configure Automatic Work and
Wrapup Time settings for the agent based routing feature from the
Agent-Based Routing Settings page (see Configuring Agent-Based Routing,
page 8-34).
• Remote Monitoring. If you want to associate agents and CSQs that will be
monitored by remote supervisors, you need to configure remote monitoring
settings. This feature is not available when interoperating with Unified CME.
• Teams. If you want to create or associate teams with various agents, CSQs,
and supervisors, you need to configure team settings.

Note For detailed instructions on provisioning the Unified CCX subsystem, see
Chapter 8, “Provisioning Unified CCX” and Chapter 19, “Wizards Menu.”

Provisioning Additional Unified CCX Subsystems

The additional Unified CCX subsystems provide Unified ICME, HTTP,
Database, and E-mail features.
Provision the following subsystems:
• Unified ICME. The ICM subsystem communicates with Unified ICME
software.
• HTTP. The HTTP subsystem enables Unified CCX applications to respond
to requests from a variety of web clients.
• Database. The Database subsystem enables Unified CCX applications to
communicate with enterprise database servers.
• eMail. The eMail subsystem enables Unified CCX applications to create and
send e-mail.

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Note For detailed instructions on provisioning these four subsystems, see Chapter 9,
“Provisioning Additional Subsystems.”

Viewing License Information

The initial license configuration is part of the Setup Wizard procedure (during
installation). The uploaded licenses define the feature set for a Unified CCX
system. See the Cisco Unified Contact Center Express Installation Guide for
more information on obtaining and installing licenses for Cisco Unified CCX
8.5(1).
You can add additional licenses using the Add Licenses submenu option (see
Uploading Licenses, page 1-15). See Unified CCX Licensing Packages, page A-1
for details on license options.
To view the license details of your Unified CCX, choose System > License
Information > Display License(s) from the Unified CCX Administration menu
bar. The License Information web page opens displaying the details of the
configured licenses including the expiry date in case of time bound licenses (see
License Information Menu Option, page 16-5).
From 8.5(1)SU3 release, the Licence Information web page displays a drop-down
list with all licenses, active and expired, that have been configured in the system.
When you choose a license from the list, the content of that license is displayed.
You can view the cumulative content of all the currently active licenses in the
system by selecting Cumulative License Information from the drop-down list.
This option also displays a breakup of the temporary and permanent license
counts.

Note If two licenses with same feature name are uploaded, the Unified
CCX Administration Display Licenses web page will display the nearest one as
the expiry date. Though the expiry date refers to the nearest date, it does not mean
that the license expires on the date displayed in the “Display Licenses” page if you
had uploaded a permanent license.

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For Unified CCX 8.5(1), if you have a premium license with an Outbound IVR
license, then this web page will display the number of licensed IVR ports for
outbound and inbound and the dedicated ports for both outbound and inbound
calls.

Caution Deleting or reducing the number of Outbound IVR ports in the license is not a
supported scenario in Unified CCX 8.5(1). Doing this might lead to inaccurate
data in Dedicated Licensed Ports, which in turn might lead to more number of
abandoned calls.

Uploading Licenses
Software for all the Unified CCX feature components are loaded on the system
during installation. However, no feature is available for use unless a license for
that feature is added and activated.
You can upload and display licenses using the License Information page. To
upload a license, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose System > License
Information > Add License(s).
The License Information web page opens.
Step 2 Specify a License file or click Browse to locate a file.
You can either specify a single file with a .lic extension or a .zip file containing
multiple .lic files.

Note While upgrading from a previous release, if there are multiple licenses, it is
recommended to zip all the .lic files into a single .zip file and then upload the zip
file. If specifying a .zip file, ensure that all .lic files that need to be added are in
the root of the .zip file and are not in subfolders in the zip file.

Step 3 Click Upload.

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Step 4 On successful upload of license, you will see the following confirmation message
in the status bar on top of this web page - “License has been uploaded
successfully”.
If you upload an Add-on license to increase the existing licensed Outbound IVR
ports, the following message will be displayed - “As the number of licensed
Outbound IVR Ports have increased, please increase the number of ports in the
Outbound Call Control Group to utilize all the licensed ports".

Deleting Licenses
From the 8.5(1)SU3 release, there is a provision to delete temporary licenses.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose System > License
Information > Display License(s).
The Display License(s) web page opens.
Step 2 From the drop-down list, choose the license to be deleted.
The content of the license is displayed. Make sure you have selected the correct
license to be deleted.

Note The Delete button beside the drop-down list is enabled only when a
temporary license is selected. For all other licenses, this button remains
dimmed.

Step 3 Click Delete placed next to the drop-down list.

Note For a High Availability (HA) system, you may delete the license from only one
node. The delete effect replicates to the other node. Login to the second node to
confirm that the change is reflected.

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If the HA system is operating in the Island mode where both the nodes are
masters, it is recommended that you delete the license separately from both the
nodes.

Configuring Unified CCX Applications

After you provision the Unified CCX subsystems and view your license
information, you need to configure Unified CCX applications to interact with
contacts and perform a wide variety of functions.
To continue the Unified CCX system configuration process, connect to the
Unified CCX Administration web interface and manage the following tasks:
• Available Applications, page 1-17
• Managing Scripts, Prompts, Grammars, and Documents, page 1-18
• Wizards Menu, page 19-1

Available Applications
There are several types of applications you can configure for Unified CCX:
• Script applications perform such functions as receiving calls, playing back
prompts, receiving caller input, transferring calls, and queueing calls.
• The Busy application simulates a busy signal.
• The Ring-No-Answer application simulates a ring tone.
In addition, if your Unified CCX system is to be configured to interface with
Unified IP IVR for Unified ICME (not with Unified CCX by way of the Unified
Gateway) two extra applications are available: ICME post-routing applications
and ICME translation-routing applications (see “About Unified CCX
Applications” section on page 6-1).
After adding a Unified CCX application, you need to define a trigger so that this
application can respond to telephone calls and HTTP requests. Triggers are
specified signals that invoke application scripts in response to incoming contacts.

Note For detailed instructions on configuring Unified CCX applications and defining
triggers, see Chapter 6, “Configuring Cisco Applications.”

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Setting Up Unified CCX

Managing Scripts, Prompts, Grammars, and Documents

The process of configuring Cisco script applications includes uploading Unified
CCX scripts and pre-recorded prompts, installing grammars and customized
languages, and adding triggers to applications.
Depending on your particular Unified CCX implementation, you may need to
perform most or all of the following tasks to configure a Cisco script application:
• Manage scripts: Cisco script applications are based on scripts that you must
upload to the repository and make available to the Unified CCX system.
• Manage prompts: Many applications make use of pre-recorded prompts,
stored as .wav files, which are played back to callers to provide information
and elicit caller response. You must upload these .wav files to the repository
and make them available to the Unified CCX system.
• Install grammars: A grammar is a specific set of all possible spoken phrases
and Dual Tone Multi-Frequency (DTMF) digits to be recognized by Unified
CCX applications and acted upon during run time. The Unified CCX
system uses specific grammars when recognizing and responding to caller
response to prompts. You must store these grammars in a directory to make
them available to the Unified CCX system.
• Install customized Unified CCX languages: Language packs, such as
American English, Canadian French, and so on are installed with Unified
CCX.

Note For detailed instructions on managing these files, see Chapter 10, “Managing
Prompts, Grammars, Documents, and Custom Files.”

Configuring Unified CCX Historical Reporting

When you install the Unified CCX system, the installation process creates a
database named db_cra. This database contains:
• Information for historical reports, including Unified CCX configuration
information, stored procedures, and some call statistics.
• The ContactCallDetail table, which is the main table for call statistics.

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Running and Managing Unified CCX

To conclude the Unified CCX system configuration process, connect to the

Unified CCX Administration web interface and perform the following Historical
Reporting Configuration tasks:
1. Define the maximum number of database connections for report client
sessions.
2. Assign historical reporting capability to users.
3. Configure the Daily Purge Schedule and specify notification parameters.

Note For detailed instructions on how to configure the Unified CCX historical
reporting database, see Chapter 12, “Managing Unified CCX Historical
Reporting.”

Running and Managing Unified CCX

To manage your Unified CCX, you must first provision and configure it. The
day-to-day administration of the Unified CCX system and datastores consist of
many tasks, such as:
• Starting and stopping the Unified CCX Engine and processes.
• Managing and monitoring the status of Unified CCX servers and components
across the cluster.

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

Where To Go From Here?

• Introduction and overview of the Unified CCX system
– See Chapter 2, “Introduction to Unified CCX Administration Web
Interface.”
• Provisioning and management tasks.
– See Chapter 3, “Unified CCX Provisioning Checklist”

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Where To Go From Here?

– See Chapter 4, “Provisioning Unified CM for Unified CCX.”

– See Chapter 5, “Provisioning Unified CCX for Unified CME”
– See Chapter 7, “Provisioning Telephony and Media.”
– See Chapter 8, “Provisioning Unified CCX.”
– See Chapter 9, “Provisioning Additional Subsystems.”
– See Chapter 6, “Configuring Cisco Applications.”
– See Chapter 10, “Managing Prompts, Grammars, Documents, and
Custom Files.”
– See Chapter 11, “Managing the Unified CCX System.”
– See Chapter 12, “Managing Unified CCX Historical Reporting.”
– See Chapter 13, “Configuring Unified CCX Outbound Dialer”
– See Chapter 14, “Reporting on Real-Time Unified CCX Data.”
– See Chapter 15, “Using Unified CCX Supervisor and Unified CCX User
Options Plug-Ins.”
• Reference information for each Unified CCX Administration menu option.
– See Chapter 16, “System Menu.”
– See Chapter 17, “Applications Menu.”
– See Chapter 18, “Subsystems Menu.”
– See Chapter 19, “Wizards Menu”
– See Chapter 20, “Tools Menu.”
– See Chapter 21, “Help Menu.”

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Introduction to Unified CCX
Administration Web Interface

The Unified CCX provides a multimedia (voice, data, and web) IP-enabled
customer-care application environment, using VoIP technology that allows your
Cisco Unified Communications network to share resources with your data
network.
You can then use a web browser located on any computer on the IP network to
configure and administer your applications with the Unified CCX Administration
web interface.

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

The Unified CCX Administration web interfaces, that is, Cisco Unified CCX
Administration and Cisco Unified CCX Serviceability together allows you to:
• Configure and monitor overall system functions, applications, and
subsystems
• Access a wide variety of system tools, and
• Perform many other administrative tasks.
The following sections provide more information about the Unified CCX
Administration web interface:
• Accessing Unified CCX Administration Web Interface, page 2-2
• Cisco Unified CCX Administration Menu Bar and Menus, page 2-3

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Accessing Unified CCX Administration Web Interface

• Unified CCX Configuration Web Pages, page 2-6

Accessing Unified CCX Administration Web

Interface
The web pages of the Unified CCX Administration web interface allow you to
configure and manage the Unified CCX system and its subsystems.
Use the following procedure to browse into the server and log on to Unified CCX
Administration web interface.

Procedure

Step 1 Open the Unified CCX Administration Authentication page from a web browser
on any computer on your network and enter the following case-sensitive URL:
https://<servername>/appadmin

In this example, replace <servername> with the host name or IP address of the
required Unified CCX server.
Step 2 A Security Alert dialog box displays. Click the appropriate button.
The Authentication page appears.

Note Ensure that Cisco Tomcat and Cisco Unified Cluster View Daemon
services are up and running before you login to the Unified CCX
Administration using the above-mentioned URL. If you are using
Microsoft Internet Explorer Version 6.0 or higher or Mozilla Firefox
Version 2.0 or 3.0 browser, verify that the popup blocker is disabled.

Step 3 At the main Cisco Unified CCX Administration web page, enter your Unified
CCX username and password.

Note If you are accessing Unified CCX for the first time, enter the Application
User credentials specified during installation of the Unified CCX. See the
Cisco Unified Contact Center Express Installation Guide for further
instructions. The user id is case-insensitive in Unified CCX 8.5(1).

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Cisco Unified CCX Administration Menu Bar and Menus

Step 4 Click Login.

A web page opens listing information about Cisco Unified CCX Administration
and the Cisco Unified CCX Administration menu bar appears at the top of the
page.

Note For security purposes, Cisco Unified CCX Administration logs you out
after 30 minutes of inactivity, and you must log back in.

Related Topics
• Using Unified CCX Supervisor Web Interface, page 15-6
• Using the Unified CCX User Options Web Interface, page 15-9

Cisco Unified CCX Administration Menu Bar and

Menus
The Cisco Unified CCX Administration menu bar appears at the top of every web
page of the Unified CCX Administration web interface. You begin every Unified
CCX configuration and administration task by choosing a menu and submenu
option from the menu bar.
The Cisco Unified CCX Administration menu bar contains the following menu
options:
• System—Contains options for configuring new servers in the cluster, Unified
CM information, language information, changing system parameters, custom
file configuration, and adding or displaying licenses. For a description of all
System menu options, see Chapter 16, “System Menu.”
• Applications—Contains options for managing applications, scripts, prompts,
grammars, documents, and AAR files. For a description of all Applications
menu options, see Chapter 17, “Applications Menu.”
• Subsystems—Contains options for configuring parameters for the
subsystems that are licensed for your Unified CCX server. Your Subsystems
menu may include submenu options for one or more of the following

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Navigating the Cisco Unified CCX Administration Application

subsystems: Unified CM Telephony, Unified CME Telephony, Unified CCX,

Cisco Unified Intelligent Contact Management Enterprise (Unified ICME)
software, Database, HTTP, Email, Cisco Media, MRCP Automatic Speech
Recognition (ASR), and MRCP Text-To-Speech (TTS). For a description of
all Subsystem menu options, see Chapter 18, “Subsystems Menu.”
• Wizards—Contains options that provide access to the following wizards of
your Unified CCX server: Application and RmCm. For description of these
two wizard menu options, see Chapter 19, “Wizards Menu”.
• Tools—Contains options that allow you to access the following system tools
such as Plug-ins, Real-Time Reporting, Real-Time Snapshot Config, and
Historical Reporting, You can also assign access levels to administrators and
supervisors and reset passwords. For a description of all Tools menu options,
see Chapter 20, “Tools Menu.”
• Help—Provides access to online help for Unified CCX. For a description of
all Help menu options, see Chapter 21, “Help Menu.”

Navigating the Cisco Unified CCX Administration

Application
After you log on, the main Cisco Unified CCX Administration web page
redisplays. The web page includes the drop-down list box in the upper, right
corner called Toolbar. To access the applications in the drop-down list box,
choose the program that you want and click Go.

Note The minimum supported screen resolution specifies 1024x768. Devices with
lower screen resolutions may not display the applications correctly.

The choices in the drop-down list box include the following Cisco Unified CCX
Administration applications:
• Cisco Unified CCX Administration—Use Cisco Unified CCX
Administration to configure system parameters, subsystems, wizards, and
much more.
• Cisco Unified CCX Serviceability—Takes you to the main Cisco Unified
CCX Serviceability web page that is used to configure trace files, alarms, and
to activate and deactivate services.

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Navigating the Cisco Unified CCX Administration Application

• Cisco Desktop Administrator—Takes you to the main Cisco Desktop

Administrator web page that is used to configure Enterprise Data, Personnel,
Cisco Unified Presence Settings, and Agent E-Mail Settings.
• Cisco Unified Serviceability—Takes you to the main Cisco Unified
Serviceability web page that is used to save alarms and traces for
troubleshooting, provide alarm message definitions, activate and deactivate
services and so on.
• Cisco Unified OS Administration—Takes you to main Cisco Unified OS
Administration web page, so you can configure and administer the Cisco
Unified Communications platform.
• Disaster Recovery System—Takes you to the Cisco Disaster Recovery
System, a program that provides data backup and restore capabilities for all
servers in a Cisco Unified CCX Administration cluster.
After you log in to Cisco Unified CCX Administration, you can access the
following three applications that display in the Navigation drop-down list box in
top right corner of the Administration menu bar with single sign-on:
• Cisco Unified CCX Administration
• Cisco Unified CCX Serviceability
• Cisco Desktop Administrator

Note You must be an end user on the configured Unified CM with Administrator
capability in Unified CCX to log in to any of the Cisco Unified CCX
Administration web applications.

You can access the following three platform-based web applications using the
credentials mentioned against the application:
• Cisco Unified Serviceability—Application User credentials as configured
during installation of Unified CCX.
• Cisco Unified Operating System Administration—Platform User credentials
as configured during installation of Unified CCX.
• Disaster Recovery System—Platform User credentials as configured during
installation of Unified CCX.
To access these applications from Cisco Unified CCX Administration, you must
first choose the desired application from the Navigation drop-down list box in the
upper, right corner and click Go.

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Unified CCX Configuration Web Pages

Unified CCX Configuration Web Pages

When you choose any menu and submenu option from the Unified
CCX Administration menu bar, a configuration or administration web page
opens. Use this web page to continue your configuration or administration task.
In some cases you will perform your configuration or administration task on this
one web page.
In other cases, the web page that first opens when you choose a submenu item
leads to a series of web pages. For example, the Unified CM Telephony Call
Control Group Configuration web page contains both a tool bar in the top with a
few icons that link to other web pages and a configuration area.
The following table describes the Refresh All button and the Copy, Delete, and
Refresh icons that are found in several Unified CCX web pages.
-
Icon/Button Description
Copy Click this icon to copy the information in that specific row.
Note When you click Copy icon, the web page, displays the
copied configuration so you can make changes, if desired.
Delete Click this icon to delete the information in that specific row.
Refresh Click this icon to refresh the information in that specific row.
Refresh All Click this button to refresh the information listed on this page.

Related Topics
• Displaying Details for Advanced Configuration, page 2-7
• Using Tool Bar and Buttons, page 2-7
• Using Tool Bar and Buttons, page 2-7
• Using Configuration Wizards, page 2-8

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Unified CCX Configuration Web Pages

Displaying Details for Advanced Configuration

In Unified CCX Administration web interface, the concept of advanced
configuration with the Show More and Show Less options exists. On the
applicable pages, all configuration details can be displayed or reduced based on
user preferences and requirements.
A page by default displays fewer parameters. Parameters configured with default
values and not requiring modification or user input are now available in the
advanced configuration section. You can access this advanced configuration
section by clicking the Show More button at the bottom of the page. When you
click this button, the extra parameters become visible and the button changes to
Show Less. When you click Show Less button, the page reverts to its original list
of parameters.

Note If you are using Unified CCX with Cisco Contact Center Gateway solution, see
the Cisco IPCC Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX.
The instructions for configuring Unified CCX with that solution differs from what
is described in this guide. The Unified Gateway provides for the integration of the
Unified ICME system with Unified CCX by way of Unified Gateway. See the
Cisco Unified Contact Center Enterprise Install and Upgrade Guides available at
http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_installation_gu
ides_list.html for detailed information. The Unified Gateway is a Peripheral
Gateway (PG) which you configure on the Unified ICME software.

Related Topics
• Unified CCX Configuration Web Pages, page 2-6
• Using Tool Bar and Buttons, page 2-7
• Using Configuration Wizards, page 2-8

Using Tool Bar and Buttons

On the top left tool bar of many web pages, you will find a Add New icon and the
same Add New will also be displayed as a button at the bottom of the web page
also.

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Unified CCX Configuration Web Pages

For example, the Unified CM Telephony Call Control Group Configuration web
page contains Add New and Refresh All icons on the top left tool bar and the
same are displayed as buttons at the bottom of the web page. When you click the
Add New icon or button, another Unified CM Telephony Call Control Group
Configuration web page opens. Use this area to add a new Unified CM Telephony
Call Control Group.
Many web pages contain icons or buttons that perform a variety of functions. For
example, the Refresh All button on the Unified CM Telephony Call Control
Group Configuration web page refreshes all the Unified CM Telephony call
control group configurations in the Unified CCX server.
A few web pages (for example, Subsystems > Database > Parameters page) also
contain a Reset to Default icon and button. This allows you to revert to the
software set defaults for each parameter on this page.

Related Topics
• Unified CCX Configuration Web Pages, page 2-6
• Displaying Details for Advanced Configuration, page 2-7
• Using Tool Bar and Buttons, page 2-7
• Using Configuration Wizards, page 2-8

Using Configuration Wizards

In Unified CCX, two wizards are available in the main menu: the Application
Wizard and the RmCm Wizard.
To improve the usability and configuration process, these wizards walk you
through the configuration pages in the required order and help ease the
configuration process for these two features. You can access these wizards from
a new main menu option called Wizards.

Related Topics
• Wizards Menu, page 19-1
• Unified CCX Configuration Web Pages, page 2-6
• Displaying Details for Advanced Configuration, page 2-7
• Using Tool Bar and Buttons, page 2-7

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Unified CCX: Configuration

 CH A P T E R 3
Unified CCX Provisioning Checklist

The following two product deployments are available for the Unified CCX:
• The Unified CM product supports both single-node and two-node (high
availability) deployments.
• The Unified CME product only supports a single-node deployment.
The deployment model is transparent to the Unified CCX installer as the
clustering for Unified CM is performed through the Unified CCX Administration
using the Unified CCX setup wizard. HA over WAN feature of Unified CCX is
supported only for Unified CM deployments and not for Unified CME
deployments.

Note This guide is applicable for both product deployments and identifies the
configuration differences between the products where applicable.

The following topics introduce the Unified CCX subsystem and explain how to
modify the Unified CM/Unified CME information from Unified CCX.
• About Unified CCX, page 3-2
• Unified CCX Provisioning Checklist, page 3-3

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About Unified CCX

About Unified CCX

The Unified CCX system uses the Unified CCX subsystem as part of an ACD
system to provide resource distribution and queueing to call centers.
See Unified Contact Center Express, page 1-5 to know more about the licensing
options that are available for the Unified CCX system.
Two types of routing are available:
• Contact Service Queue (CSQ)-based routing: CSQs are entities that route
calls to your resources (agents). Each CSQ controls incoming calls and
determines where an incoming call is placed in the queue and to which agent
the call is sent.
Each CSQ selects resources from an associated resource pool that you define
or from resource skills for all Unified CCX license packages. When an agent
becomes available to take a call, the system chooses a queued call from one
of the CSQs whose resource pool includes the agent, and routes that call to
that agent.
• Agent-based routing: Agent-based routing provides the ability to send a call
to a specific agent, rather than any agent available in a CSQ.
A Unified CCX agent can participate in both CSQ- and agent-based routing.
Unified CCX agent can be any one of the following:
• Cisco Agent Desktop (CAD)
• IP Phone Agent
• Extension Mobility (EM) Agent
• Cisco Agent Desktop Business Edition (CAD-BE) Agent

Note EM agents are not supported with Unified CME deployments.

• Supervisor (if the supervisor is taking calls).

Note A supervisor who is not taking calls is not considered as an agent.

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Unified CCX Provisioning Checklist

Calls are queued in the Unified CCX server and sent to agents by the Unified CCX
server.
The machine you install your Unified CCX system on determines how many
agents and IVR ports Unified CCX can accommodate. However, there are several
general configuration rules that you should be aware of:
• Each agent cannot be associated with more than:
– 25 CSQs. (This is a configuration design guideline; Unified CCX
Administration does not enforce the rule.)
– 50 skills. (Unified CCX Administration enforces this rule.)
• Each CSQ cannot be associated with more than 50 skills. (Unified CCX
Administration enforces this rule.)
• A call should not queue for more than 25 CSQs. (This is a configuration
design guideline; Unified CCX Administration does not enforce the rule.)

Related Topic
Unified CCX Provisioning Checklist, page 3-3

Unified CCX Provisioning Checklist

To provision Unified CCX, complete the following tasks:

Step Task For Unified CM, See... For Unified CME, See...
Step 1 Configure Unified CME to Not applicable “Provisioning Unified CCX
enable interoperability with for Unified CME” section on
Unified CCX. page 5-1
Also see the Cisco Unified
Communications Manager
Express 8.5(1) New
Features.

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Unified CCX Provisioning Checklist

Step Task For Unified CM, See... For Unified CME, See...
Step 2 Configuring Unified CM users “Provisioning Unified CM Not applicable
who will be agents in your for Unified CCX” section
Unified CCX system. on page 4-1
Create users and assign the agent Not applicable “Managing Unified CCX
capability to these users in Users” section on page 5-14
Unified CCX.
Step 3 Provisioning the resources  “Provisioning Unified CM “Provisioning Unified CME
information for the Unified CCX Telephony Subsystem” Telephony Subsystem”
telephony and media section on page 7-5 section on page 5-7
Step 4 Provisioning the RmCm “Configuring RmCm Provider” section on page 8-2
Provider to allow the RmCm
Subsystem to be in service.
Step 5 Creating resource groups. “Configuring Resource Groups” section on page 8-4
Step 6 Creating skills. “Configuring Skills” section on page 8-7
Step 7 Assigning agents to resource “Configuring Agents” section on page 8-10
groups and assigning skills to
agents.
Step 8 Creating Contact Service “Configuring Contact Service Queues” section on
Queues. page 8-17
Step 9 Provisioning Remote Monitor- “Configuring and Using Not applicable
ing—if you are using Unified Remote Monitoring”
CCX Premium. section on page 8-30
Step 10 Provisioning agent-based rout- “Configuring Agent-Based Routing” section on page 8-34
ing—if you are using Unified
CCX Enhanced or Premium.
Step 11 Creating teams and assigning “Configuring Teams” section on page 8-35
agents to teams.

Related Topic
About Unified CCX, page 3-2

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Changing the Licensing Packages

Changing the Licensing Packages

The following three license upgrade options are available for Unified CCX
system:
• Standard to Premium
• Standard to Enhanced
• Enhanced to Premium
For detailed information on licensing packages, see Application Availability by
License Package, page A-2.
While upgrading the licenses, you need to configure certain system parameters
details of which are explained below. Choose System > System Parameters from
the Cisco Unified CCX Administration menu bar to open the System Parameters
Configuration web page where you can update these values.
• Standard to Premium or Enhanced: Only Enhanced and Premium package
licenses support Recording. When you upgrade to Enhanced or Premium
license package, you need to manually change the Recording Count to a
desired value to enable the recording functionality.
• Standard or Enhanced to Premium: You need to configure the Number of
Outbound Seats while upgrading to a Premium license.
Refer to Managing System Parameters, page 11-5 for more information on
configuring the system parameters.

Note Downgrade of license is not supported in Unified CCX.

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 CH A P T E R 4
Provisioning Unified CM for Unified
CCX

When you access Unified CCX Administration for the first time in a cluster, the
system automatically initiates the cluster setup procedure once for each cluster to
perform the following tasks:
• Identify Unified CCX license files
• Enter information about Unified CM Administrative XML Layer (AXL) and
Unified CM Telephony and RmCm providers
You can modify the Unified CM information from Unified CCX. See the
Installation Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release
8.5(1) for detailed information on how to perform the initial system setup using
the Unified CCX Administration web interface.
The following topics explain how to modify the Unified CM information from
Unified CCX.
• Configuring Unified CM Information, page 4-2
• Modifying Cluster Information from Unified CCX, page 4-2
• Modifying AXL Information, page 4-5
• Modifying Unified CM Telephony Information, page 4-8
• Modifying RmCm Provider Information, page 4-10
• Configuring Unified CM for Unified CCX, page 4-12
• Defining Unified CM Users as Agents, page 4-13
• Configuring Tool for Auto-Registered Phones Support (TAPS), page 4-22

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Configuring Unified CM Information

Configuring Unified CM Information

During initial setup of Unified CCX using the Unified CCX Administration web
interface, the administrator who installed the Unified CCX should have already
provided the Unified CM IP address and host name(s). The administrator must
also provide the Administrative XML Layer (AXL) authentication (user ID and
password) information.
The Unified CM Configuration web page allows you to configure and update the
Unified CM cluster information, AXL authentication information, Unified CM
Telephony subsystem information, and RmCm Provider configuration
information from within Unified CCX.
This page has four blocks of information: Unified CM cluster details, AXL
service details, Unified CM Telephony Provider details, and RmCm Provider
details.

Related Topics
• Modifying Cluster Information from Unified CCX, page 4-2
• Modifying AXL Information, page 4-5
• Modifying Unified CM Telephony Information, page 4-8
• Modifying RmCm Provider Information, page 4-10
• Configuring Unified CM for Unified CCX, page 4-12
• Configuring RmCm Provider, page 8-2
• Provisioning Unified CM Telephony Subsystem, page 7-5

Modifying Cluster Information from Unified CCX

Caution If you change the cluster information, you must reconfigure the Unified CM
Telephony/RmCm setup. After reconfiguring this information, you must restart
the Unified CCX Engine.

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Modifying Cluster Information from Unified CCX

Tip To log back into Unified CCX Administration, you must associate a user with
Administrator capabilities.

The cluster setup is derived from the information provided during the Unified
CCX installation process—if configured. You can change this information at any
time as required from Unified CCX. If you do change the cluster, you must
provide the IP address of the AXL server to which you will move this server.
For the cluster setup change to take effect, the Administrative XML Layer (AXL)
service must be enabled on the required server. If the AXL service is enabled on
that server, the Unified CCX Administration attempts to access that server and
updates the Unified CM cluster setup information.
To change previously-configured cluster setup information from Unified CCX,
complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose System > Cisco Unified
CM Configuration.
The Cisco Unified CM Configuration web page opens.
Step 2 Click Change Unified CM Cluster icon that displays in the tool bar in the upper,
left corner of the window to change the existing cluster setup for this server.
The Change CM Cluster dialog box opens.
Step 3 Use this dialog box to specify the following three mandatory fields.
-
Field Description
AXL Service Provider Provide the IP address or host name of the AXL server providing access to
Unified CM.

Note Ensure to configure multiple AXL providers running the AXL

Service for a redundant system.

User Name Enter the user name for the AXL server providing access to Unified CM.
Password Enter the corresponding password for the user account providing access to
Unified CM.

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Modifying Cluster Information from Unified CCX

Step 4 Click OK.

Unified CCX Administration enables that service and then tries to access the
Unified CM Cluster information and update the Unified CM Configuration page.

Note In a HA over WAN deployment of Unified CCX, the updated AXL Service
provider information will be updated against the primary Unified CCX node.
After successful change of cluster, you can configure the AXL service provider
for the secondary node from the Cisco Unified CM Configuration web page by
navigating to System > Cisco Unified CM Configuration menu option from the
Unified CCX Administration menu bar.

Related Topics
• Displaying Unified CM Cluster Nodes in Unified CCX, page 4-4
• Modifying AXL Information, page 4-5
• Modifying Unified CM Telephony Information, page 4-8
• Modifying RmCm Provider Information, page 4-10
• Configuring RmCm Provider, page 8-2
• Provisioning Unified CM Telephony Subsystem, page 7-5

Displaying Unified CM Cluster Nodes in Unified CCX

When connected to a Unified CM cluster, the Unified CM Configuration page in
the Unified CCX Administration GUI only displays the IP address of one node.
However, in a two-node cluster, it should show the IP addresses of both the
publisher and subscriber nodes. To display both IP addresses, you must configure
the Domain Name Server (DNS) suffix information (for the required nodes in the
cluster) in the server in which Unified CCX is installed.

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Selecting Server for Unified CM Configuration (displayed only in a HA over WAN

deployment)
In a HA over WAN deployment of Unified CCX, when you choose System >
Cisco Unified CM Configuration from the Unified CCX Administration menu
bar, the Select Server for UCM Configuration section displays a new field
called Select Server. You can view the different Unified CCX nodes that are
available in a drop-down list. Select the node for which you want to update the
Unified CM configuration and click Go. The Unified CM Configuration for the
selected node will be displayed.
Though the user credentials are common for all the nodes in the cluster, you can
select a different AXL service provider and CTI manager for each node. Thus, you
can opt to associate the selected Unified CCX node with a different AXL Service
Provider and CTI Manager that is local rather than those over WAN. Once you
configure the data for the selected node, click Update to save the configuration
information. The selected Unified CCX node will communicate only with the
AXL service provider or CTI Manager with which it is configured. For detailed
information on behaviour in HA over WAN scenario, refer to Expected Behaviour
During a Failover Guide.

Modifying AXL Information

To change previously-configured AXL information, complete the following
steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose System > Cisco Unified
CM Configuration.
Step 2 The Cisco Unified CM Configuration web page opens. Go to AXL Service
Provider Configuration section to modify the AXL information using the
following fields.

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-
Field Description
AXL Service Provider Configuration
Selected AXL Service Providers Lists the AXL service providers selected by the Unified CCX user.
Select the required entry and move to the opposite list box using
the right and left arrows. Arrange the order of the selected entries
using the up and down arrows.
Note If you deselect the AXL service provider from the
Selected list box, a Microsoft IE or Mozilla Firefox
window pops up informing you about the (list of)
deselected service(s). For security reasons (in case the
service is being used by another AXL service provider),
manually disable the AXL service only from the Unified
CM.
Available AXL Service Providers Lists the Unified CM entries in the cluster. Select the required
entry and move to the opposite list box using the right and left
arrows.
Cluster Wide Parameters

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Field Description
User Name The Unified CM User ID. This information is provided during
cluster setup in the Unified CCX installation process.
When you select an AXL Service Provider, the corresponding user
name is automatically displayed in this field. This is a mandatory
field.
Password Password for the Unified CM User ID. This information is
provided during cluster setup in the Unified CCX installation
process. When you select an AXL Service Provider, the
corresponding user’s password is automatically displayed in this
field. This is a mandatory field.
After logging in to the Unified CCX Administration web
interface, follow the steps mentioned below to update the AXL
password:
a. Login to Unified CM Administration web interface and
update the password for the application user (AXL provider).
b. Navigate back to System > Cisco Unified CM
Configuration web page of Unified CCX and enter the new
password in the Password field.
c. A dialog box prompts you to confirm the AXL user name and
password. Re-enter the AXL user id and password and click
Login.
d. The system validates the data and takes you back to the
Unified CM configuration page. Enter the updated password
once again to validate and click Update.
The AXL password is updated successfully and you should be able
to login to Unified CCX Administration web interface of Unified
CCX with the new AXL password.

Step 3 Click Update icon on top of the Cisco Unified CM Configuration web page or the
Update button that displays at the bottom of the web page to save the changes.
The Unified CM Configuration web page refreshes to display the new settings.

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The selected AXL services are now enabled. If the selected AXL services cannot
be enabled, an error message instructs you to reselect AXL service providers.

Related Topics
• Modifying Cluster Information from Unified CCX, page 4-2
• Modifying Unified CM Telephony Information, page 4-8
• Modifying RmCm Provider Information, page 4-10
• Configuring RmCm Provider, page 8-2
• Provisioning Unified CM Telephony Subsystem, page 7-5

Modifying Unified CM Telephony Information

Note The Unified CM Telephony client is installed in the background after you
configure the Unified CM Telephony user. The Unified CM Telephony client runs
silently and verifies that the right version and the right client are installed.

Configuring the Unified CM Telephony user does not automatically install the
Unified CM Telephony client. This is normally done during activation of Unified
CCX engine in component activation (see Cisco Unified Contact Center Express
Serviceability Guide). To do it manually, go to Subsystems > Unified CM
Telephony and select Cisco JTAPI Resync submenu option from the Unified
CCX Administration menu bar. See Configuring a Unified CM Telephony
Provider, page 7-7 to install the Unified Telephony client.
The latest list of CTI Managers within a cluster are listed in this section. If the
Unified CM is not functioning or if the Unified CCX is not able to connect to the
Unified CM for any reason, information obtained from the most recent connection
is saved as a part of the bootstrap information.
To change previously-configured Unified CM Telephony information, complete
the following steps.

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Procedure

Step 1 From the Unified CCX Administration menu bar, choose System > Unified CM
Configuration.
The Cisco Unified CM Configuration web page opens.
Step 2 Scroll down to Unified CM Telephony Subsystem - Unified CM Telephony
Provider Configuration section and reconfigure the Unified CM Telephony
information using the following fields.
-
Field Description
Unified CM Telephony Subsystem—Unified CM Telephony Provider Configuration
Selected CTI Managers Lists the CTI Managers selected by the Unified CCX user.
Select the required entry and move to the opposite list box
using the right and left arrows. Arrange the order of the
selected entries using the up and down arrows.
Note If you deselect CTI Managers from the Selected list
box, a Microsoft IE or Mozilla Firefox window pops
up informing you about the (list of) deselected CTI
Manager(s).
Available CTI Managers Lists the CTI Managers in the cluster. Move to the opposite
list box using the right and left arrows.
Cluster Wide Parameters
User Prefix The syntax of the User ID is: <userprefix>_<nodeid>
For example, if you set this field to cti_user, then the User ID
for Node 1 will be cti_user_1. This is a mandatory field.
Password Password you defined for the User ID in Unified CM.
If a CTI Manager is already selected, then the corresponding
password is displayed in this field. This is a mandatory field.
Confirm Password Re-enter the password that you provided in the Password
field. This is a mandatory field.

Step 3 Click Update icon on top of the Cisco Unified CM Configuration web page or the
Update button that displays at the bottom of the web page to save the changes.
The Unified CM Configuration web page refreshes to display the new settings.

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The newly selected CTI Manager is now enabled. If the selected CTI Manager
cannot be enabled, an error message instructs you to reselect CTI Managers.

Note In a HA over WAN deployment of Unified CCX, the JTAPI user will be created
only for the selected node. To create JTAPI user for the HA node, you have to
explicitly select the HA node, make necessary updates, and click Update. See
Selecting Server for Unified CM Configuration (displayed only in a HA over
WAN deployment), page 4-5 section for detailed information.

Related Topics
• Modifying Cluster Information from Unified CCX, page 4-2
• Modifying AXL Information, page 4-5
• Modifying RmCm Provider Information, page 4-10
• Configuring Unified CM for Unified CCX, page 4-12
• Configuring RmCm Provider, page 8-2
• Provisioning Unified CM Telephony Subsystem, page 7-5

Modifying RmCm Provider Information

The list of all CTI Managers available in a cluster are saved as a part of the
bootstrap information. You can change to any available CTI Managers listed in
the Available CTI Managers list box in this page.

Note The RmCm Provider specified through the Unified CCX Administration is
automatically created in Unified CM. You do not need to use the Unified CM web
interface to create the user.

To change previously-configured RmCm provider information or to configure a

new RmCm Provider, complete the following steps.

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Procedure

Step 1 From the Unified CCX Administration menu bar, choose System > Unified CM
Configuration.
The Unified CM Configuration web page opens.
Step 2 Scroll down to RmCm Subsystem - RmCm Provider Configuration and
reconfigure the selected CTI Manager using the following fields.
-
Field Description
RmCm Subsystems—RmCm Provider Configuration
Selected CTI Managers Lists the CTI Managers selected by the Unified CCX user.
Select the required entry and move to the opposite list box
using the right and left arrows. Arrange the order of the
selected entries using the up and down arrows.
Note If you deselect CTI Managers from the Selected list
box, a Microsoft IE or Mozilla Firefox window pops
up informing you the list of deselected CTI
Manager(s).
Available CTI Managers Lists the CTI Managers in the cluster. Select the required
entry and move to the opposite list box using the right and left
arrows.
User ID User prefix for the Unified CM User IDs to be created in
Unified CM.
If a CTI Manager is already selected, then the corresponding
user name is displayed in this field. If you change the CTI
Managers, be sure to enter the corresponding user prefix for
the selected service. This is a mandatory field.
Password Password you defined for the User ID in Unified CM.
If a CTI Manager is already selected, then the corresponding
password is displayed in this field. If you change the CTI
Manager, be sure to enter the corresponding password for the
selected service. This is a mandatory field.
Confirm Password Re-enter the password that you provided in the Password
field. This is a mandatory field.

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Step 3 Click Update icon on top of the Cisco Unified CM Configuration web page or the
Update button that displays at the bottom of the web page to save the changes.
The Unified CM Configuration web page refreshes to display the new settings.
The newly selected RmCm Provider is now enabled. If the selected RmCm
Provider cannot be enabled, an error message instructs you to reselect RmCm
Provider.

Related Topics
• Modifying Cluster Information from Unified CCX, page 4-2
• Modifying AXL Information, page 4-5
• Modifying Unified CM Telephony Information, page 4-8
• Configuring RmCm Provider, page 8-2
• Provisioning Unified CM Telephony Subsystem, page 7-5

Configuring Unified CM for Unified CCX

To enable Unified CCX to communicate with Unified CM, you also need to assign
extensions for the users who will be agents in your Unified CCX system. If you
delete a Unified CCX user with Administrative rights from Unified CM, the user
will not be able to log into the Unified CCX Administration web interface.

Note Q Signalling (QSIG) and Path Replacement (PR) feature of Unified CM are not
supported by Unified CCX.

Caution When logging into Cisco Agent Desktop, agents use the Unified CM user ID and
password. While the Unified CM limits agent IDs to 128 alphanumeric characters,
the Unified CCX limits agent IDs to 31 alphanumeric characters. Be sure to abide
by the 31 character-limit when configuring agents in Unified CM.

This section contains the following procedures:

• Invoking Unified CM Administration, page 4-13

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• Defining Unified CM Users as Agents, page 4-13

Invoking Unified CM Administration

Begin the process of configuring Unified CM by connecting to the Unified CM
Administration web interface.
To connect to the Unified CM Administration web interface, complete the
following steps.

Procedure

Step 1 From a web browser on any computer on your network, enter the following URL:
https://servername/ccmadmin.
In this example, servername is the host name or IP address of your Unified CM
server.
Step 2 A Security Alert dialog box displays. Click the appropriate button.
Step 3 At the main Cisco Unified Communications Manager Administration web page,
enter the Unified CM user name and password, and then click Login.
The Unified CM Administration web page appears.
You are now ready to use the Unified CM Administration web interface to
configure users for Unified CCX.

Related Topic
Defining Unified CM Users as Agents, page 4-13

Defining Unified CM Users as Agents

Warning Do not configure Unified CM users having same username/password as the

application administration credentials (configured during install). Doing so
may restrict the Unified CM when shared across multiple Unified CCX servers.

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To use any version of Unified CM, you must first ensure that you define Unified
CM users as Unified CCX agents in Unified CM. Once you perform this task,
these Unified CCX agents can be combined into Resource Groups, assigned
Skills, and placed in CSQs.

Note In Unified CCX, this operation is called “associating a device.”

Note Languages like Cyrillic use 2 bytes per character. Some of the desktop
applications do not support more than 16 characters. Ensure that the first name,
the last name, and the user ID of the agent for these languages are restricted to 16
characters each.

This section contains the following topics:

• Guidelines for Configuring Agent Phones, page 4-14
• Assigning Unified CM Users as Cisco TelePresence Virtual Agents,
page 4-16
• Assigning Unified CM Users as Unified CCX Agents, page 4-18

Related Topic
Invoking Unified CM Administration, page 4-13

Guidelines for Configuring Agent Phones

Follow these guidelines when configuring agent phones for Unified CCX agents:
• Choose Device > Phone in the Unified CM Administration. The Find and List
Phones window displays. Enter search criteria to locate a specific phone and
click Find. A list of phones that match the search criteria displays. Click the
device name of the phone to which you want to add a directory number. The
Phone Configuration window displays. In the Unified CM Administration
Phone Configuration web page, select the required Association Information
(on the left) to get to the Directory Number Configuration web page. In this
page, make the following changes:
– In the Multiple Call/Call Waiting Settings section, set the Maximum
Number of Calls to 2 (default is 4) for TNP phones and 3 for RT phones.

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– In the Multiple Call/Call Waiting Settings section, set the Busy Trigger
value to 1 (default is 2).
– In the Call Forward and Call Pickup Settings section, verify that you do
not forward any Unified CM device to the Unified CCX extension of an
agent.
– In the Call Forward and Call Pickup Settings section, verify that you do
not configure the Unified CCX extension of an agent to forward to a
Unified CCX route point.
• Always disable (off) Secure Real-Time Transport Protocol (SRTP) when
configuring a Cisco Unified Communications product. You can disable SRTP
for a specified device or for the entire Unified CM:
– For a specified device: Choose Device > Phone. In the Find and List
Phone page, select the required phone device. In the Phone Configuration
page for the selected phone, scroll down to the Protocol Specific
Information section.To turn off SRTP on the phone device, select any
one of the Non Secure SCCP Profile auth by choices from the
drop-down list of SCCP Phone Security Profile or SCCP Device
Security Profile field.
– For the entire Unified CM cluster: Choose System > Enterprise
Parameters. In the Enterprise Parameters Configuration page, scroll
down to the Securities Parameters section, to verify that the
corresponding value for the Cluster Security Mode field is 0. This
parameter indicates the security mode of the cluster. A value of 0
indicates that phones will register in non-secure mode (no security).
• The UCCX extension for the agent must be listed within the top 4 extensions
on the device profile. Listing the extension from position 5 on will cause
UCCX to fail to monitor the device, hence the agent will not be able to log in.
• Do not forward any Unified CM device to the Unified CCX extension of an
agent.
• Do not configure the Unified CCX extension of an agent to forward to a
Unified CCX route point.
• Do not use characters other than the numerals 0 - 9 in the Unified CCX
extension of an agent.
• Do not configure two lines on an agent’s phone with the same extension when
both lines exist in different partitions.
• Do not assign a Unified CCX extension to multiple devices.

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• Do not configure the same Unified CCX extension in more than one device
or device profile. (Configuring a Unified CCX extension in one device or
device profile is supported.)
• To use Cisco Unified IP Phones 9900 Series, 8900 Series and 6900 Series as
agent devices, the RmCm Application user in Unified Communications
Manager needs to have 'Allow device with connected transfer/conference'
option assigned to itself.
To determine a list of Unified CCX agent devices supported by the Cisco Agent
Desktop, see the Cisco Unified CCX Software and Hardware Compatibility Guide
for active releases available at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_sup
port_tables_list.html.

Related Topics
• Invoking Unified CM Administration, page 4-13
• Assigning Unified CM Users as Unified CCX Agents, page 4-18

Assigning Unified CM Users as Cisco TelePresence Virtual Agents

The Cisco TelePresence application enables enterprises to create a live,
face-to-face interaction with customers over the network. This solution allows
rapid deployment of a virtual contact center infrastructure, Agents using Cisco
TelePresence are referred to as virtual agents in this guide. Virtual agents connect
to callers using Unified CCX thus incorporating ACD, CAD, CTI, and Unified IP
IVR with Cisco Unified CM and providing the entire solution on one server.

Note For more information on the Cisco TelePresence solution, see

http://www.cisco.com/en/US/products/ps7060/index.html.

The following guidelines apply for the Cisco TelePresence integration with
Unified CCX:
• The only commonly-supported codec for Unified CCX and Cisco
TelePresence is G711.
• The following supervisor features are not supported:
– Monitoring and recording is not supported for Cisco TelePresence
integration with Unified CCX.

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– Due to the unavailability of third-party call control, Cisco Supervisor

Desktop (CSD) features, barge-in, and intercept are not supported.
• You will not be able to use the call control Cisco Agent Desktop (CAD)
features (hold, unhold, answer, transfer, conference, Make Call, and touch
tone). Be sure to remove or disable these features from CAD as specified in
Step 4 in the following procedure.
Follow this procedure to assign Unified CM users as virtual agents:

Procedure

Step 1 Identify the required Cisco TelePresence system that should participate as a
virtual agent in the Unified CCX application.
a. Note the Unified CM extension of the Cisco TelePresence deployment.

Note The Cisco Unified IP Phone 7970G phone and Cisco TelePresence
system must be assigned the same extension in Unified CM as they
both share the same line.

b. Note the MAC address or the Directory Number of the Cisco Unified IP
Phone 7970G phone connected to the identified Cisco TelePresence system.

Tip From the Unified CCX perspective, this is another SIP end point.

Step 2 Associate the Cisco Unified IP Phone 7970G phone with the Unified CM user to
configure this user as a virtual agent (see Defining Unified CM Users as Agents,
page 4-13).
Step 3 Associate the Cisco Unified IP Phone 7970G phone with the RmCm provider (see
Configuring RmCm Provider, page 8-2).

Note Do not associate the corresponding Cisco TelePresence system with the RmCm
provider.

Step 4 Customize the Cisco Agent Desktop workflow groups (see Cisco Desktop
Administrator User's Guide).

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Tip All the Cisco Agent Desktop call control buttons must be disabled as
third-party call control will not be available for the Cisco TelePresence
integration with Unified CCX.

Assigning Unified CM Users as Unified CCX Agents

Warning Do not configure Unified CM users having same username/password as the

application administration credentials (configured during install). Doing so
may restrict the Unified CM when shared across multiple Unified CCX servers.

RmCm uses the Unified CM database to determine which devices it can control
and provides an interface method for getting the Media Access Control (MAC)
address of the calling party.
After you install RmCm, you have access to the Unified CM database. The
database stores parameters that initialize Unified CM Telephony, user profiles,
application logic, network-specific configuration information, and Directory
Number Associations such as Primary Extension and Unified CCX Extension.
The Primary Extension field represents the primary directory number for the end
user. End users can have multiple lines on their phones. From the drop-down list
box, choose a primary extension when associating devices for this end user.
Unified CCX Extension allows you to define Unified CM users as Unified CCX
agents in Unified CM.
To assign Unified CCX devices to end users and application users in the Unified
CM, these users must first exist in Unified CM. If these users do not exist, you
must first add the users. See the Cisco Unified Communications Manager
Administration guide to obtain detailed information about the Unified CCX web
interface and configuration procedures. After adding the end user and the
application user, be sure to modify their Unified CCX settings (see Modifying
Existing Unified CM Users).

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Modifying Existing Unified CM Users

Note Be sure to assign Unified CCX devices to both end users and application users in
the Unified CM web interface.

To assign devices to an end user, you must access the End User Configuration
window for that user. The End User Configuration window in Unified CM
Administration allows the administrator to add, search, display, and maintain
information about Unified CM end users.
To assign devices to an application user, you must access the Application User
Configuration window for that user. The Application User Configuration window
in Unified CM Administration allows the administrator to add, search, display,
and maintain information about Unified CM application users.
To modify the Unified CCX Extension settings for existing Unified CM users
who are Unified CCX agents, complete the following steps.

Procedure

Step 1 Connect to the Unified CM Administration web interface.

For information about connecting to the Unified CM Administration web
interface (see Invoking Unified CM Administration, page 4-13).
The Unified CM Administration web page appears.
Step 2 From the Unified CM Administration menu bar, choose User Management >
End User.
The Find and List End Users page displays. Use the two drop-down list boxes to
search for an end user.

Tip To find all end users registered in the database, click Find without
entering any search text. A list of discovered end users displays. If you
choose to do this step, skip to Step 6.

Step 3 From the first Find end user where drop-down list box, choose one of the listed
criteria.

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Step 4 From the second Find end user where drop-down list box, choose one of the listed
criteria,
Step 5 Specify the appropriate search text, if applicable, and click Find.
A list of discovered end users displays.
Step 6 From the list of records, click the end user name that matches your search criteria.
The End User Configuration page opens displaying the configuration information
for the end user that you chose.
Step 7 In the Controlled Devices list box below the Device Information section, select
the device and click the Down arrow below the Available Profiles list box. If the
device that you want to associate with this end user is not displayed in this pane,
do the following to associate devices with an end user:
a. From the Device Information pane, click Device Association. The User
Device Association page opens.
b. Finding a Device - Because you may have several devices in your network,
Cisco Unified Communications Manager lets you locate specific devices on
the basis of specific criteria. Click Find. All or matching records display.
You can change the number of items that display in each page by choosing a
different value from the Rows per Page drop-down list box.
c. Associating a Device - From the Device association for (this particular user)
pane, choose the devices that you want to associate with this end user by
checking the box to the left of the device name(s). You can also use the
buttons at the bottom of the window to select and deselect devices to
associate with the end user.
d. To complete the association, click Save Selected/Changes.
e. From Related Links drop-down list box in the upper, right corner of the web
page, choose Back to User, and click Go.
a. The End User Configuration page displays, and the associated devices that
you chose display in the Controlled Devices pane.
Step 8 Select the required device, if you are not using the Extension Mobility feature,
and save your changes to associate that device with this end user.
If you are using Extension Mobility feature, associate the User Device Profile, not
the device, with this end user.

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After the device is associated, the Controlled Devices field displays the
description information (for example, the MAC address) that the end user
controls.
Step 9 In the End User Configuration page, scroll down to the Directory Number
Associations section.
Step 10 In the Primary Extension field drop-down list and the IPCC Extension field
drop-down list, choose the required agent extension for this device.
These fields represent the primary directory number for the end user. End users
can have multiple lines on their phones. If you have a single line, be sure to select
the same extension for both fields.
Step 11 Click Update to apply the changes.
The specific End User Information page for this user appears, with the message
that the update was successful.
Step 12 From the Unified CM Administration menu bar, choose User Management >
Application User. RmCm Providers are referred to as application users in
Unified CM.

Note When you associate one device with the Unified CCX agent (end user)
and you are not using the Extension Mobility feature, you must also be
sure to associate the same device with the Unified CCX RmCm Provider
(application user).
If you are using the Extension Mobility feature, associate the device
profile, instead of the device, with the RmCm Provider (application user).

The Find and List Application Users window displays. Use the two drop-down list
boxes to search for the application users in Unified CM.

Tip To find all application users registered in the database, click Find without
entering any search text. A list of discovered end users displays. If you
choose to do this step, skip to Step 16.

Step 13 From the first Find application user where drop-down list box, choose one of the
listed criteria.
Step 14 From the second Find application user where drop-down list box, choose one of
the listed criteria,

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Step 15 Specify the appropriate search text, if applicable, and click Find.
A list of discovered application users displays.
Step 16 From the list of records, click the application user name that matches your search
criteria.
The window displays the application user that you choose.
Step 17 Repeat Step 7 and Step 8 for the selected Application User.
These steps ensure that the Unified CM application users are also defined as
Unified CCX agents in Unified CM.
Step 18 Click Update to apply the changes.
The specific Application Information page for this user appears, with the message
that the update was successful.
See the “User Management Configuration" section in Cisco Unified
Communications Manager Administration guide for detailed information on how
to configure an End User and Application User using Unified CM.
Now that you have defined the agent in Unified CM, you can configure agents in
Unified CCX (see Configuring Agents, page 8-10). Subsequent to that, you will
also need to configure resource groups (see Configuring Resource Groups,
page 8-4) and CSQs (see Creating a CSQ, page 8-18).

Related Topics
• Guidelines for Configuring Agent Phones, page 4-14
• Invoking Unified CM Administration, page 4-13
• Configuring Agents, page 8-10

Configuring Tool for Auto-Registered Phones Support (TAPS)

The Tool for Auto-Registered Phone Support (TAPS) loads a preconfigured
phone setting on a phone. The TAPS works in conjunction with the Bulk
Administration Tool (BAT). After the BAT is used to bulk add phones with
dummy MAC addresses to Cisco Unified Communications Manager Release
8.5(1) (Unified CM) Administration, you can plug the phones into the network.

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Configuring Unified CM for Unified CCX

The administrator or the phones’ users can then dial a TAPS directory number that
causes the phone to download its configuration. At the same time, the phone gets
updated in the Unified CM database with the correct MAC address of the phone.
Refer to Configuring the Bulk Administration Tool (BAT) if you are not familiar
with the BAT.
For the TAPS to function, you must make sure that Auto-registration is enabled
in Cisco Unified CM Administration (select System > Cisco Unified CM).
Follow the instructions mentioned in the procedure below to install and configure
TAPS application with Unified CCX 8.5(1).

Procedure

Step 1 Login to Cisco Unified CM Administration Release 8.5(1) and choose 

Application > Plugins from the Cisco Unified CM Administration menu bar.
Step 2 In the Find and List Plugins web page, search for “Cisco TAPS” and click Find.
Step 3 Download the TAPS_AAR.aar file to your client PC, which is used for accessing
Unified CM Administration and Unified CCX Administration.
Step 4 Install Unified CCX 8.5(1) using the procedure mentioned in Installing Cisco
Unified Contact Center Express Release 8.5(1) Guide. Complete steps 1 to 15
mentioned in “Performing the Initial Setup for a Deployment with Cisco Unified
CM” section of the Installing Cisco Unified Contact Center Express Release
8.5(1) Guide.
Step 5 After completing Steps 1 to 15, do the following from User Configuration page in
Unified CCX Administration:
a. In the Cisco Unified CM Users list box, select the Cisco Unified CM user
whom you want to designate as the Cisco Unified CCX administrator and
who can configure TAPS.
b. Click the left arrow (<) to move the selected user to the Cisco Unified CCX
Administrator list box.
c. Click Finish. The Cisco Unified CCX Setup Result Information window
displays. This window confirms the result of the initial setup. The Cisco
Unified CCX engine will restart.
d. Close your web browser.

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Step 6 Login to Cisco Unified CCX Administration as the Unified CCX application
administrator, who can configure TAPS. After installing and configuring Unified
CCX 8.5(1) and Unified CM, follow the procedure below to setup TAPS.
a. From the Unified CCX Administration menu bar, choose Applications >
AAR Management. Click Browse button and upload the TAPS_AAR.aar
file downloaded in Step 3 from Unified CM.
b. On successful upload, you will see a confirmation message in the status bar
on top of the AAR Management web page.

Note For TAPS configuration, you need to restart the Unified CCX engine and Unified
CCX Cluster View Daemon (CVD). You can restart the CVD using the CLI
command - utils service <service name> stop/start.

c. After restarting the CVD, login once again to Cisco Unified CCX
Administration as the Unified CCX application administrator. From the
Unified CCX Administration menu bar, choose Subsystems > Unified CM
Telephony > Call Control Group. Click Add New and provide the Call
Control Group Configuration values for TAPS using the following fields:
– Group ID
– Number of CTI Ports
– Media Termination Support
– Device Name Prefix
– Starting Directory Number
d. From the Unified CCX Administration menu bar, choose Subsystems >
Cisco Unified CM Telephony > Triggers. Click Add New and specify
values for the following mandatory fields:
– Directory Number
– Language
– Application Name
– Device Name
– Description
– Call Control Group: The call control group types can be Inbound or
Outbound for Unified CCX running with Unified CM.

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e. Choose Subsystems > Cisco Unified CM Telephony > Data Resync from
the Cisco Unified CCX Administration menu bar to check and resynchronize
the JTAPI data between Cisco Unified CM and Cisco Unified CCX.
f. From the Unified CCX Administration menu bar, choose Applications >
Application Management. The Application Management web page opens
displaying the details of existing applications.
g. Click Add New icon or button. The Add a New Application web page opens.
h. From the Application Type drop-down menu, choose Cisco Script
Application and click Next. The Cisco Script Application configuration web
page opens.
i. In the Script field, select the script “/TAPS.aef” from the drop-down list and
enter the IP address of the Cisco Unified CM in the text box below the Script
drop-down list.
j. Check the check box against Cisco_Unified_CM_IP_Address field.
k. Click Yes radio button in the Enabled field.
l. Click Update.
m. Login to Cisco Unified CM Serviceability Page and restart the TAPS Service.

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Provisioning Unified CCX for Unified
CME

After you complete the initial setup of Unified CCX (see the Installation Guide
for Cisco Unified CCX and Cisco Unified IP IVR, Release 8.5(1)), you will have
identified the information that Unified CCX requires to provision Unified CME
for Unified CCX (see Interoperability between Unified CCX and Unified CME,
page 5-4). You can modify the Unified CME information from Unified CCX.
The following topics explain how to modify the Unified CME information from
Unified CCX.
• Introducing Unified CME for Unified CCX, page 5-1
• Verifying Licenses, page 5-5
• Modifying Unified CME Information from Unified CCX, page 5-5
• Configuring the AXL User in Unified CCX, page 5-6
• Provisioning Unified CME Telephony Subsystem, page 5-7
• Managing Unified CCX Users, page 5-14
• Identifying Agent Directory Numbers, page 5-18

Introducing Unified CME for Unified CCX

Unified CCX enables interoperability with Unified CME, Release 4.2 and later.
This interoperability allows for the following functions:
• Configuration query and update between Unified CCX and Unified CME.

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Introducing Unified CME for Unified CCX

• SIP-based simple and supplementary call control services including call

routing between Unified CME and Unified CCX using SIP-based route point.
• Unified CCX keep alive session management of Unified CME.
• Unified CCX device and call monitoring of agent lines and call activities in
Unified CME.
• Support of Unified CCX 8.5(1) Cisco Agent Desktop for use with Unified
CME.
This section includes the following topics:
• Guidelines, page 5-2
• Supported Features, page 5-3
• Interoperability between Unified CCX and Unified CME, page 5-4
• Unified CCX Provisioning Checklist, page 3-3

Guidelines
The following guidelines apply when using the Unified CME product for Unified
CCX:
• In the Unified CME Telephony subsystem the concept of CTI Ports does not
exist. When a call is offered at a CME Telephony Route Point, the route point
accepts the call. The call is not transferred to a CTI Port.
• The Unified CME Telephony subsystem only supports G711 codec prompts.
• Unified CME Telephony users are stored locally in the Unified CCX
Database.
• Unified IP Phone Agents are limited to one Unified CCX for each Unified
CME product.
• The Unified CME Telephony subsystem supports only SCCP Phones as agent
devices.
• Only incoming calls from PSTN trunk are supported for deployment of the
interoperability feature between Unified CME and Unified CCX. Other
trunks, such as SIP and H.323, are supported as usual in Unified CME,
however, not for customer calls to Unified CCX. For more information on
deployment models, see Deployment Models, page 5-4

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Introducing Unified CME for Unified CCX

Related Topics
• Supported Features, page 5-3
• Interoperability between Unified CCX and Unified CME, page 5-4
• Unified CCX Provisioning Checklist, page 3-3
• Configuring Unified CCX Applications, page 1-17

Supported Features
The following Unified CCX features are supported by the Unified CME product
for Unified CCX:
• Unified CCX as a whole
• Limited CAD Functionality
• Limited CSD Functionality
For more information on Unified CCX features that are not supported by the
Unified CME offering, see the Release Notes for Cisco Unified Contact Center
Express and Cisco Unified IP IVR, Release 8.5(1).

Related Topics
• Guidelines, page 5-2
• Interoperability between Unified CCX and Unified CME, page 5-4
• Unified CCX Provisioning Checklist, page 3-3

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Introducing Unified CME for Unified CCX

Interoperability between Unified CCX and Unified CME

Table 5-1 identifies the tasks to configure interoperability between Unified CCX
and Unified CME.

Table 5-1 Tasks to Configure Interoperability between Unified CCX and Unified CME

Step Task Name of Document

1 Verify that the appropriate version of Unified CME is See the Configuring
installed on the router. Interoperability with Cisco
2 Configure the Unified CME router. Unified CCX chapter in the
Cisco Unified Communications
Tip Note the AXL user ID, password, and the Manager Express System
router’s IP address. Administrator Guide.
3 Configure Unified CME to enable interoperability
with Unified CCX.
4 Install Unified CCX for Unified CME. See the Installation Guide for
5 Launch the setup wizard on Unified CCX and go Cisco Unified CCX and Cisco
through the setup for the Unified CME. Unified IP IVR, Release 8.5(1).

Tip When setup launches, you are asked for the

AXL user ID and password that you created in
Unified CME. You also need to enter the
router IP address.
6 Configure Unified CME Telephony Subsystem to Provided in this chapter of the
enable interoperability with Unified CCX. Cisco Unified CCX
7 Create users and assign the agent capability to these Administration Guide.
users in Unified CCX.

Deployment Models
• Examples of Supported Deployments:
• PSTN -- PRI -- CME -- UCCX
• PSTN -- BRI -- CME -- UCCX
• PSTN -- FXO/FXS -- CME -- UCCX
• PSTN -- T1 CAS -- CME -- UCCX

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• Examples of Unsupported Deployments:

• SIP Provider -- CME -- UCCX
• Provider -- H.323 Trunk -- CME -- UCCX

Related Topics
• Guidelines, page 5-2
• Supported Features, page 5-3
• Unified CCX Provisioning Checklist, page 3-3

Verifying Licenses
Licenses are installed for the first time in the Unified CCX setup wizard. Once
you have uploaded the licenses, the Unified CME Telephony Call Control Group
is automatically created.

Related Topics
• Viewing License Information, page 1-14
• Display Licenses, page 16-6
• Add License(s), page 16-6

Modifying Unified CME Information from Unified CCX

During the Unified CCX setup process, the administrator provides the Unified
CME IP address and host name(s) and the Administrative XML Layer (AXL)
authentication (user ID and password) information. You can change this
information at any time as required from Unified CCX. If you do change the
information, you must provide the IP address of the AXL server to which you will
move this server.

Related Topics
• Introducing Unified CME for Unified CCX, page 5-1
• Verifying Licenses, page 5-5
• Configuring the AXL User in Unified CCX, page 5-6

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Configuring the AXL User in Unified CCX

• Provisioning Unified CME Telephony Subsystem, page 5-7

• Managing Unified CCX Users, page 5-14
• Identifying Agent Directory Numbers, page 5-18

Configuring the AXL User in Unified CCX

To change previously-configured Unified CME setup information from Unified
CCX, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose System > Cisco Unified
CME Configuration.
The Unified CME Configuration web page opens. This page facilitates
configuration of Unified CME server information, which is required to
authenticate the AXL Service of the Unified CME server.
Step 2 Use this web page to specify the following fields.
-
Field Description
Unified CME server host IP address or Host name of the Unified CME router.
name or IP address
AXL User ID User name for the AXL server providing access to Unified CME. The user
name is created on the Unified CME router.
AXL User Password The corresponding password for the user account providing access to
Unified CME. The user name is created on the Unified CME router.

Note The above-mentioned fields are mandatory.

Step 3 Click Update.

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Unified CCX Administration enables that service and then tries to access the
Unified CME information and updates the page.

Provisioning Unified CME Telephony Subsystem

The Unified CCX Engine uses the Unified CME Telephony subsystem to open a
logical session with Unified CME. This session verifies provider authentication,
periodically exchanges heartbeats, and monitors Unified CME availability after
successful authentication. The Unified CME Telephony subsystem is available
with all Unified CCX license packages.
To enable your Unified CCX server to handle Cisco Unified Communications
requests, you will need to provision the Unified CME Telephony subsystem.
From the Unified CCX Administration GUI, you can configure and update the
Unified CME Telephony subsystem information.
To provision the Unified CME Telephony subsystem, complete the following
tasks:

Step Task For instructions, see

1 Configure a Unified CME Telephony Provider, if not already Configuring a Unified
configured. Specify the router on which Unified CME is running, CME Telephony
and provide a Unified CME user ID and password. Provider, page 5-9
2 Validate Unified CME and Unified CCX versions. Validating Unified CME
and Unified CCX Data,
page 5-8
3 Provision Unified CME Telephony call control groups. Modifying Unified CME
Telephony Call Control
Group, page 5-10
4 Provision a Unified CME Telephony trigger. Unified CME Adding or Modifying a
Telephony triggers invoke application scripts in response to Unified CME Telephony
incoming contacts. Trigger, page 5-11

Related Topics
• Provisioning Unified CME Telephony Subsystem, page 5-7

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• Managing Unified CCX Users, page 5-14

• Introducing Unified CME for Unified CCX, page 5-1
• Verifying Licenses, page 5-5
• Modifying Unified CME Information from Unified CCX, page 5-5
• Configuring the AXL User in Unified CCX, page 5-6
• Managing Unified CCX Users, page 5-14
• Identifying Agent Directory Numbers, page 5-18

Validating Unified CME and Unified CCX Data

Use the validate tool when the configuration in Unified CCX and Unified CME
are not synchronized. You can also use this tool to perform a comparison between
the Unified CCX and Unified CME configurations. For example, if the router
configuration does not match the configuration stored in the Unified CCX
database, you can run the validate tool to verify the missing information.

Tip You can only run this tool when Unified CME is accessible from Unified CCX.

Caution This tool does not perform the resynchronization, it only points out the problems.

To validate the Unified CME and Unified CCX data, choose Subsystems > Cisco
Unified CME Telephony > Validate Cisco Unified CME in Cisco Unified
CCX from the Unified CCX Administration menu bar. The Validation Results
web page opens, displaying the summary and status of the validation.

Related Topics
• Configuring a Unified CME Telephony Provider, page 5-9
• Modifying Unified CME Telephony Call Control Group, page 5-10
• Adding or Modifying a Unified CME Telephony Trigger, page 5-11

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Configuring a Unified CME Telephony Provider

The Unified CME Telephony provider opens a logical session with Unified CME
to detect the state of the connection. This session verifies provider authentication,
periodically exchanges heartbeats, and continues to monitor Unified CME
availability after successful authentication.
Absence of the heartbeats might be caused by various issues. See the
Troubleshooting Wiki page:
http://docwiki.cisco.com/wiki/Troubleshooting_Unified_Contact_Center_Expre
ss for more details.
The Unified CME Telephony Providers area of the Unified CME Telephony
Configuration web page is a configurable page that displays the latest configured
information.
To modify the Unified CME Telephony subsystem, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > Cisco
Unified CME Telephony > Cisco Unified CME Telephony Provider.
The Unified CME Telephony Configuration web page opens displaying the fields
mentioned in the following table:

Field Description
Remote Cisco Unified Enter the SIP port number used by Unified CME to communicate with
CME Telephony Port Unified CCX. This is a mandatory field and the default value is 5060.
Local Cisco Unified CME This read only field provides the port number of the available port in
Telephony Port Unified CCX. The default value is 5062.
User Agent This read-only field provides a description of the owner for this
connection.
Keep Alive Interval If a keep alive message is not received for more than the time period
specified in this field, then the connection between Unified CCX and
Unified CME is considered broken. This is a mandatory field.
Session Server ID This read only field provides the auto-generated unique ID for the
Unified CCX server.

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Field Description
Transport Specify the required protocol to send the keep alive messages. This is a
mandatory field and only the TCP Protocol is accepted.
Outbound Trigger DN This user-specified trigger must be created before the Unified CME
Telephony triggers are created. Unified CCX uses this trigger to place
calls outside of the Unified CCX. This is a mandatory field.

Step 2 Click Update icon that displays in the tool bar in the upper, left corner of the
window or the Update button that displays at the bottom of the window to save
the changes.

Related Topics
• Validating Unified CME and Unified CCX Data, page 5-8
• Modifying Unified CME Telephony Call Control Group, page 5-10
• Adding or Modifying a Unified CME Telephony Trigger, page 5-11

Modifying Unified CME Telephony Call Control Group

The Unified CME Telephony call control group is automatically added based on
license. It is created when you upload the license. The number of channel equals
the licensed IVR ports.
The Unified CME Telephony Call Control Group Information web page is
read-only and cannot be modified.

Related Topics
• Validating Unified CME and Unified CCX Data, page 5-8
• Configuring a Unified CME Telephony Provider, page 5-9
• Adding or Modifying a Unified CME Telephony Trigger, page 5-11

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Adding or Modifying a Unified CME Telephony Trigger

Unified CME Telephony triggers define the route point to which a directory
number is associated. A Unified CME Telephony trigger responds to calls that
arrive on a specific route point by selecting telephony and media resources to
serve the call and invoking an application script to handle the call. The Unified
CME Telephony triggers are available with all Unified CCX license packages.
Unified CME Telephony trigger settings include:
• Directory Number information, such as the Voice Mail Profile and Calling
Search Space.
• Application information, such as the application name to associate with the
trigger.
• Session information, such as the application to associate with the trigger,
Maximum Number of sessions allowed, and the Idle Timeout value.
To add or modify a Unified CME Telephony trigger, complete the following
steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > Cisco
Unified CME Telephony > Cisco Unified CME Telephony Triggers.
The Unified CME Telephony Trigger Configuration web page opens.

Note You can access the Unified CME Telephony Configuration web page
only when the Unified CCX Engine is running.

Step 2 The following table describes the different fields on this page.

Field Description
Directory Number A unique phone number.
Application Application name to associate with the trigger.
Sessions Maximum number of simultaneous calls that the trigger can handle.
Enabled True if the trigger is enabled; False if the trigger is disabled.

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Step 3 Click Add New icon in the tool bar in the upper, left corner of the window or Add
New button at the bottom of the window. To modify Unified CME Telephony
trigger information for an existing record, click the specific record.
Step 4 The Unified CME Telephony Trigger Configuration web page opens. Use this
web page to add or update values in the following fields:

Page Area Field Description

Directory Directory Number A unique phone number. The value includes numeric
Information characters, preceded or appended by the following special
characters:
#*[]X-
Examples of valid Directory Numbers: 
*#12#* or 12*23
Examples of invalid Directory Numbers: 
91X+, 91X?, 91!, 813510[^0-5] as it contains a character other
than numerical and allowed special characters or 
8]90[-, as it doesn't conform with the rule that the square
bracket ([ ]) characters enclose a range of values. This is a
mandatory field.
Note See the Wild cards and Special Characters in Route
Patterns and Hunt Pilots section in the Cisco Unified
Communications Manager System Guide for more
information.
Trigger Language Drop-down menu, choose the default language to associate
Information with the incoming call when the application is started. This is a
mandatory field.
Note To add a Language option, click Edit button. The User Prompt dialog box opens.
Enter a locale string value and click OK. The User Prompt dialog box closes,
and the name of the language opens in the Language field in the Unified CME
Telephony Configuration web page.
Application Name Drop-down menu, choose the application to associate with the
trigger. This is a mandatory field.

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Page Area Field Description

Advanced Enabled Default = Enabled (Yes). Radio buttons, choose the required
Trigger option: Yes - enable the trigger. No - disable the trigger.
Information Maximum Number of The maximum number of simultaneous calls that this trigger
(Click Show sessions can handle. The number is actually governed by the Unified
More to see CM (10,000 for each separate line). However in Unified CCX,
these this number is restricted to the maximum number of sessions.
settings.) Any call exceeding this number gets the busy tone.
Idle Timeout (in ms) Default = 5000ms. The number of milliseconds (ms) the system
should wait before rejecting the Unified CME Telephony
request for this trigger.
Call Control Group Default = Media Termination. A read-only field displaying the
call control group to associate with the trigger. To override this
default, select Yes in the Override Media Termination field.By
default, only one Unified CME Telephony Call Control Group
is (Default Call Control Group) is created during the setup
process.
Override Media Radio buttons, choose the required option: Yes - Override
Termination media termination. No - Enable media termination.
Default = Media Termination. If you select Yes, two panes
open:
• Selected Dialog Groups displays the default or selected
group.
• Available Dialog Groups lists the configured dialog
groups. Use the left and right arrow to move the required
dialog group to the Selected Dialog Group pane.
You can add dialog groups when adding a new dialog group via
ASR/TTS. Only two dialog groups are allowed to be added to
Unified CME deployment.
Description Description of the trigger.
Call Control Group Displays the group type information in the drop down box for
selecting the call control group.

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Step 5 Click Add icon at the top of the page.

The Unified CME Telephony Trigger Configuration web page opens, and
displays the new Unified CME Telephony trigger.
To add a new Cisco Media Termination (CMT) dialog control group, click Add
New CMT Dialog Control Group icon that displays in the tool bar in the upper,
left corner of the window. The Cisco Media Termination Dialog Group
Configuration web page opens. Follow the steps mentioned in Adding a CMT
Dialog Control Group, page 7-24 for detailed instructions on how to add a new
CMT dialog control group.

Related Topics
• Validating Unified CME and Unified CCX Data, page 5-8
• Configuring a Unified CME Telephony Provider, page 5-9
• Modifying Unified CME Telephony Call Control Group, page 5-10
• Adding a CMT Dialog Control Group, page 7-24

Managing Unified CCX Users

Unlike Unified CM users, Unified CCX users on Unified CME are configured and
managed by Unified CCX.
A Unified CCX user on Unified CME can be assigned one of the following
Unified CCX capabilities: Administrator, Supervisor, Reporting, or Agent.
This section includes the following topics:
• Assigning Capability Views to Unified CCX Users in a Unified CME
Deployment, page 5-15
• Creating New Unified CCX Users in a Unified CME Deployment, page 5-15

Related Topics
• User Management Menu Option, page 20-12
• About Unified CCX User Capabilities, page 15-2

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Assigning Capability Views to Unified CCX Users in a Unified

CME Deployment
You can assign a capability after you create the Unified CME user or when you
are creating the Unified CME user. To assign a capability when creating a Unified
CME user, see Creating New Unified CCX Users in a Unified CME Deployment,
page 5-15.
To assign a capability to a pre-existing Unified CME user in Unified CCX,
complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Tools > User
Management > Administrator Capability View or Supervisor Capability
View or Reporting Capability View or Agent Capability View.
The User Configuration web page displays with two panes. The pane on the right
always displays the list of Available Users and the left pane changes to display
the users assigned to the selected view.

Step 2 Change the users as required for each view using the arrow in either direction.
Your changes are displayed in this page and must be saved to the database.
Step 3 Click Update icon that displays in the tool bar in the upper, left corner of the
window or the Update button that displays at the bottom of the window to save
the changes to the database
Step 4 Repeat this process as needed to assign the required capability for each user.
See About Unified CCX User Capabilities, page 15-2 for detailed description of
each roles.

Creating New Unified CCX Users in a Unified CME Deployment

You can create new Unified CME users from Unified CCX at any time. When
creating these users, you can simultaneously assign the capability level.

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Managing Unified CCX Users

To create a new Unified CME user and to assign a capability in Unified CCX,
complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Tools > User
Management > User View.
The User Configuration web page opens.

Step 2 Click Create New User icon that displays in the tool bar in the upper, left corner
of the window.
The User Configuration page reopens where you can specify values for the
following fields:

Field Description
User ID Unique identifier for this new Unified CME user. This is a mandatory field.
First Name The first name for this new Unified CME user.
Last Name The last name for this new Unified CME user. This is a mandatory field.
Name An automatically generated field that concatenates the first and last name into a unique
Dialing field to dial a name by function.
Password This filed cannot be empty. The password requires at least five alphanumeric
characters. This is a mandatory field.
Confirm Retype the password assigned in the previous field. Do not copy and paste the
Password password. This is a mandatory field.
PIN This filed cannot be empty. The pin is limited to five numbers and cannot be greater
than 20 numbers.
Confirm PIN Retype the pin assigned in the previous field. Do not copy and paste the pin. This is a
mandatory field.
Capabilities

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Field Description
Selected The capability assigned for each Unified CME user is identified in this box. Use the
Capabilities arrow to assign the required capability for this new Unified CME user. If you wish to
change the assigned capability at a later time, follow the procedure provided in the
“Assigning Capability Views to Unified CCX Users in a Unified CME Deployment”
section on page 5-15.
Available The list of capabilities that can be assigned for this new Unified CME user. Use the
Capabilities arrow in either direction to assign the required capability.

Step 3 After entering the information in the fields/boxes, click Update icon that displays
in the tool bar in the upper, left corner of the window or the Update button that
displays at the bottom of the window.
The User Configuration page refreshes to dynamically display the newly-added
Unified CME user. The capabilities for the newly-added user are effective
immediately.
Click Show More button to specify values for different fields related to General,
Localization, and Organizational properties.
Step 4 Repeat this process as needed to assign other new users.

Changing Passwords and Pins

The Unified CCX users in a Unified CME Deployment are configured and
managed by Unified CCX. Therefore, in addition to the general privileges, a
Unified CCX Application User (http://<Cisco Unified CCX IP
address>/Appuser) has the following additional privileges:
• Change password
• Change the pin
• Upload the spoken name
To access the Unified CCX Supervisor web page, see Accessing the Unified CCX
Supervisor Web Page, page 15-6.

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Identifying Agent Directory Numbers

Identifying Agent Directory Numbers

Directory numbers associated with Unified CCX agent phones must be
configured in Unified CME. Identifying agent directory numbers in Unified CME
is an ongoing task. See the Cisco Unified Communications Manager Express
8.5(1) New Features document for more information.

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Configuring Cisco Applications

The Unified CCX system uses applications to interact with contacts and perform
a wide variety of functions, such as prompting callers for information,
transferring calls, and providing information to callers.
To configure Unified CCX applications, you must complete the following tasks:
• Provision telephony and media resources (see Chapter 7, “Provisioning
Telephony and Media”)
• Provision your Unified CCX subsystem, if required (see Chapter 8,
“Provisioning Unified CCX”)
• Provision additional subsystems, if required (see Chapter 9, “Provisioning
Additional Subsystems”)
The following sections describe how to configure applications and make them
available to the Unified CCX system.
• About Unified CCX Applications, page 6-1
• Adding Application Triggers, page 6-18
• Managing Scripts, page 6-25

About Unified CCX Applications

The Unified CCX system uses applications to interact with contacts and perform
a wide variety of functions.

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Note Unified CCX licenses you purchase and install determine the applications
available on your system (see Application Management Menu Option,
page 17-1).

Unified CCX provides the following application types:

• Script (see Configuring Script Applications, page 6-2).
• Busy (see Configuring Busy Application, page 6-7).
• Ring-No-Answer (see Configuring Ring-No-Answer Application, page 6-9).
• Remote Monitoring (see Configuring Remote Monitoring Application,
page 6-16).
If Unified CCX is integrated with Unified ICME, you will also need to configure
one or both of the following application types:
• Unified ICME post-routing (see Configuring Unified ICME Post-Routing
Application, page 6-11).
• Unified ICME translation-routing (see Configuring Unified ICME
Translation-Routing Application, page 6-14).

Note If you are not using Cisco Unified Intelligent Contact Management
Enterprise (Unified ICME) software, you do not need to configure
Unified ICME post-routing and Unified ICME translation-routing
applications. For information about these Unified ICME software
features, see the Cisco Unified ICME Scripting and Media Routing Guide.

Related Topic
Unified CCX Licensing Packages, page A-1

Configuring Script Applications

The Unified CCX script applications are applications based on scripts created in
the Unified CCX Editor. These applications come with every Unified CCX
system and execute scripts created in the Unified CCX Editor

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Use the Unified CCX Editor to create scripts that direct the Unified CCX system
to automatically answer calls and other types of contacts, prompt callers for
information, accept caller input, queue calls, distribute calls to available agents,
place outbound calls, respond to HTTP requests, and send e-mail messages.

Note The Unified CCX system includes a number of sample scripts. For a description
of these sample scripts, and for more information on creating scripts with the
Unified CCX Editor, see the Cisco Unified CCX Scripting and Development
Series: Volume 1, Getting Started with Scripts. In addition, a script repository is
available at
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implement
ation_design_guides_list.html. This repository provides some examples of
scripting techniques that can leverage Unified CCX abilities.

Cisco script applications can make use of many components, such as scripts,
pre-recorded prompts, grammars, languages, locales, and custom Java classes.
For more information about these components, see Chapter 10, “Managing
Prompts, Grammars, Documents, and Custom Files.”

Tip Upload these components to the Repository before you configure a Cisco script
application that uses them.

Depending on your particular Unified CCX implementation, you may need to

perform most or all of the following tasks to configure a Cisco script application:
1. Manage scripts. Cisco script applications are based on scripts that you must
upload to the repository and make available to the Unified CCX system.
2. Manage prompts. Many applications make use of pre-recorded prompts,
stored as .wav files, which are played back to callers to provide information
and elicit caller response. You must upload these .wav files to the repository
and make them available to the Unified CCX system.
3. Install grammars. The Unified CCX system uses specific grammars to
recognize and respond to caller response to prompts. You must store these
grammars in a directory to make them available to the Unified CCX system.

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4. Install customized Unified CCX languages. Language packs, such as

American English, Canadian French, and so on, are installed with Unified
CCX. You install language packs in a directory accessible by the Unified
CCX system.
5. Install Java files. In addition to the Java files automatically installed as part
of the Unified CCX installation process, you can install your own custom
classes and Java Archive (JAR) files to customize the performance of your
Unified CCX system.
6. Add a Cisco script application. Scripts created in the Unified CCX Editor are
used as the basis for Cisco script applications.
7. Add an application trigger. Triggers are specified signals that invoke
application scripts in response to incoming contacts. After adding a new
Cisco script application, you need to add a trigger so that this application can
respond to telephone calls and HTTP requests.
To add a new Cisco script application, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications >
Application Management.
The Application Management web page opens displaying the details of existing
applications, if any.

Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window.
The Add a New Application web page opens
Step 3 From the Application Type drop-down menu, choose Cisco Script Application
and click Next.
The Cisco Script Application configuration web page opens.
Step 4 Use this web page to specify the following fields.

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Field Description
Name A name for the application. This is a mandatory field.
ID Accept the automatically-generated ID, or enter a unique ID. This is a
mandatory field.
Note The Historical Reporting feature uses this ID to identify this
application.
Maximum Number Of The maximum amount of simultaneous sessions (instances) that the
Sessions application can handle. This is a mandatory field.
Note The limit for the maximum number of simultaneous remote
monitoring sessions is 16, but the actual number depends on your
system’s CPU and memory resources. Entering a number that is too
high can result in unacceptable system performance.
Script Note This field is available only for Cisco Script Application type. This
is a mandatory field.

Perform one of the following actions:

• Choose a script from the drop-down list to run the application. If the
script contains parameters, the parameters display below the Script
drop-down menu. Each parameter has a check box, which enables you
to override the default value for that parameter. If you want to override
the value, check the check box for that parameter.
Note All scripts under the default directory are listed in the drop-down
list of the Script field in the Cisco Script Application Configuration
page.

• Click Edit, enter the script name in the dialog box, and click OK. The
User Prompt dialog box closes, and the name you entered appears in
the Script field.
Note If you enter the script name as a file URL, enter the value with
double backslashes (\\). For example, file://c:\\temp\\aa.aef
Description Use the Tab key to automatically populate this field.
Note For the Busy and Ring-No-Answer application types, this field is
only visible when you click Show More.

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Field Description
Enabled Click the required radio button to accept (Yes = default) or reject (No)
Note For the Busy and Ring-No-Answer application types, this field is
only visible when you click Show More.
Default Script Note This field is available only for Cisco Script Application type.

The default script executes when an error occurs with the configured script
application that causes it to abort.
Perform one of the following actions:
• Choose a script from the drop-down list to run the application. If a
Default Script is not defined, the internal system default is executed.
• Click Edit, specify a script in the dialog box that appears, and click
OK.

Step 5 Click Add.

The Cisco Script Application page refreshes, the Add New Trigger hyperlink
appears in the left navigation bar, and the following message is displayed in the
status bar on top:
The operation has been executed successfully.

Click Back to Application List icon or button to view the list of existing
applications.
Step 6 Your next step is to add a trigger for the application (see Adding Application
Triggers, page 6-18).

Related Topics
• About Unified CCX Applications, page 6-1
• Configuring Busy Application, page 6-7
• Configuring Ring-No-Answer Application, page 6-9
• Configuring Remote Monitoring Application, page 6-16
• Configuring Unified ICME Post-Routing Application, page 6-11
• Configuring Unified ICME Translation-Routing Application, page 6-14

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Configuring Busy Application

This application, which comes with every Unified CCX system, plays a busy
signal.

Note The Cisco Busy application comes with each Unified CCX system.

The Cisco Busy application returns a busy signal when a call reaches a Computer
Telephony Interface (CTI) route point and the extension is busy.
To configure the Busy application, you will need to perform the following tasks:
1. Add the Busy application.
2. Add a Unified CM Telephony trigger to the Busy application. The Busy
application is activated when it is triggered by a Unified CM Telephony
trigger. The Busy application does not support HTTP triggers.
To configure the Unified CCX server with the Busy application, complete the
following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications >
Application Management.
The Application Management web page opens displaying the details of existing
applications, if any.
Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window.
The Add a New Application web page opens
Step 3 From the Application Type drop-down menu, choose Busy, and then click Next.
The Busy Application Configuration web page appears.

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Step 4 Use this web page to specify the following fields.

Field Description
Name A name for the application. This is a mandatory field.
ID Accept the automatically-generated ID, or enter a unique ID. This is a
mandatory field.
Note The Historical Reporting feature uses this ID to identify this
application.
Maximum Number Of The maximum amount of simultaneous sessions (instances) that the
Sessions application can handle.
Note The limit for the maximum number of simultaneous remote
monitoring sessions is 16, but the actual number depends on your
system’s CPU and memory resources. Entering a number that is too
high can result in unacceptable system performance.
The following fields are displayed only on click of Show More button
Description Use the Tab key to automatically populate this field.
Enabled (Radio button) Accept Yes (the default).

Step 5 Click Add.

The Busy web page refreshes, the Add New Trigger hyperlink appears in the left
navigation bar, and the following message is displayed in the status bar on top:
The operation has been executed successfully

Step 6 Your next step is to add a trigger for the application (see Adding Application
Triggers, page 6-18).

Related Topics
• About Unified CCX Applications, page 6-1
• Configuring Script Applications, page 6-2
• Configuring Ring-No-Answer Application, page 6-9
• Configuring Remote Monitoring Application, page 6-16
• Configuring Unified ICME Post-Routing Application, page 6-11

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• Configuring Unified ICME Translation-Routing Application, page 6-14

Configuring Ring-No-Answer Application

This application, which comes with each Unified CCX system, plays a ring tone.

Note The Cisco Ring-No-Answer application comes with each Unified CCX system.

The Cisco Ring-No-Answer application returns a ring tone signal when a call
reaches a CTI route point.
To configure the Ring-No-Answer application, you will need to perform the
following tasks:
1. Add the Ring-No-Answer application.
2. Add a Unified CM Telephony trigger to the Ring-No-Answer application.
The Ring-No-Answer application is activated when it is triggered by a
Unified CM Telephony trigger.
To configure the Unified CCX server with the Ring-No-Answer application,
complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications >
Application Management.
The Application Management web page opens displaying the details of existing
applications, if any.
Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window.

Step 3 From the Application Type drop-down menu, choose Ring-No-Answer, and then
click Next.
The Ring-No-Answer web page opens.

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Step 4 Use this web page to specify the following fields.

Field Description
Name A name for the application. This is a mandatory field.
ID Accept the automatically-generated ID, or enter a unique ID. This is
a mandatory field.
Note The Historical Reporting feature uses this ID to identify this
application.
Maximum Number Of Sessions The maximum amount of simultaneous sessions (instances) that the
application can handle. This is a mandatory field.
Note The limit for the maximum number of simultaneous remote
monitoring sessions is 16, but the actual number depends on
your system’s CPU and memory resources. Entering a
number that is too high can result in unacceptable system
performance.
The following fields are displayed only on click of Show More button
Description Use the Tab key to automatically populate this field.
Enabled (Radio button) Accept Yes (the default).

Step 5 Click Add.

The Ring-No-Answer web page refreshes, the Add New Trigger hyperlink
appears in the left navigation bar, and the following message is displayed in the
status bar on top:
The operation has been executed successfully

Step 6 Your next step is to add a trigger for the application (see Adding Application
Triggers, page 6-18).

Related Topics
• About Unified CCX Applications, page 6-1
• Configuring Script Applications, page 6-2
• Configuring Busy Application, page 6-7

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• Configuring Ring-No-Answer Application, page 6-9

• Configuring Unified ICME Translation-Routing Application, page 6-14

Configuring Unified ICME Post-Routing Application

These applications are used by the Unified IP IVR system to receive calls directly
from Unified CM, which sends the call to the post-routing route point on the
Unified CCX system.

Note The Unified ICME Post-routing application comes with Unified IP IVR.

Unified ICME post-routing applications use the Unified CCX server as a queue
point for Unified ICME. In Unified ICME post-routing, the Unified IP IVR
system receives calls directly from Unified CM, which sends the call to the
post-routing route point on the Unified CCX system.
If you configure this route point to run an initial application, such as an
application to welcome the caller and collect an account number, the Unified
CCX system notifies the Unified ICME software about the call, and then waits for
further instructions. If you do not configure an initial script, the Unified CCX
system informs the Unified ICME software about the call, but takes no other
action.
After notification, the Unified ICME system runs a script, which can be composed
of many different call-handling steps, including three commands that can be sent
to the Unified CCX system:
• Connect—This request is automatically sent by Unified ICME whenever an
agent is available and the call can be connected to that agent.
• Release—This request releases the call.
• Run VRU Script—This request runs the VRU script.

Note Before you can configure a Unified ICME post-routing application,

you must first upload any VRU scripts that the application will need
(see Provisioning Unified ICME Subsystem, page 9-3).

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To configure a Unified ICME post-routing application, you will need to perform

the following tasks:
1. Add a Unified ICME post-routing application. In addition to configuring
general information such as name and ID, you must specify the script on
which the Unified ICME post-routing application is based.
2. Add a Unified CM Telephony trigger to the Unified ICME post-routing
application. The Unified ICME post-routing application is invoked by a
Unified CM Telephony trigger. The Unified ICME post-routing application
does not support HTTP triggers.
To configure the Unified CCX server with the post-routing application and to add
a Unified CM Telephony trigger, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications >
Application Management.
The Application Management web page opens displaying the details of existing
applications, if any.
Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window.
Step 3 From the Application Type drop-down menu, choose Unified ICME
Post-Routing.
The Unified ICME Post-Routing configuration web page opens.
Step 4 Use this web page to specify the following fields.

Field Description
Name A name for the application.
Description Use the Tab key to automatically populate this field.
ID Accept the automatically-generated ID, or enter a unique ID.
This ID is the service identifier that will be reported with the call back to
Unified ICME.

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Field Description
Maximum Number Of The maximum amount of simultaneous sessions (instances) that the
Sessions application can handle.
Note The limit for the maximum number of simultaneous remote
monitoring sessions is 16, but the actual number depends on your
system’s CPU and memory resources. Entering a number that is too
high can result in unacceptable system performance.
Enabled (Radio button) Accept Yes (the default).
Timeout (in seconds) The maximum amount of time (in seconds) that the system will wait to
invoke the application before rejecting a contact.
Initial Script (Drop-down list) Choose a script to run when the Unified CCX receives a
call.
This script can be used to acquire initial digits from the caller and report
the information to Unified ICME as part of the notification of the incoming
call. This capability allows Unified ICME to correctly choose a Unified
ICME script to serve the call.
Default Script (Drop-down list) Choose a script to run to route a call to a default treatment
in the event of a:
• System error
• Request by Unified ICME

Step 5 Click Add.

The Unified ICME Post-Routing web page refreshes, the Add New Trigger
hyperlink appears in the left navigation bar, and the following message is
displayed in the status bar on top:
The operation has been executed successfully

Step 6 Your next step is to add a trigger for the application (see Adding Application
Triggers, page 6-18).

Related Topics
• About Unified CCX Applications, page 6-1
• Configuring Script Applications, page 6-2

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• Configuring Busy Application, page 6-7

• Configuring Ring-No-Answer Application, page 6-9
• Configuring Remote Monitoring Application, page 6-16
• Configuring Unified ICME Post-Routing Application, page 6-11
• Provisioning Unified ICME Subsystem, page 9-3

Configuring Unified ICME Translation-Routing Application

These applications use the Unified CCX server as a queue point for Unified IP
IVR, so that Unified ICME can route calls to the Unified CCX server.

Note The Unified ICME Translation-routing application comes with Unified IP IVR.

You must configure Unified ICME translation-routing applications when the

Unified CCX server is used as a queue point for a Unified CCX solution in which
calls are expected to be routed by the Unified ICME to the Unified CCX server.
The call attributes will be reported as part of a configured translation-route on the
Unified ICME.

Note Before you can configure a Unified ICME translation-routing application, you
must first upload any VRU scripts that the application will need (see Provisioning
Unified ICME Subsystem, page 9-3).

To configure the Unified ICME translation-routing application, you will need to

perform the following tasks:
1. Add a Unified ICME translation-routing application.
In addition to configuring general information such as name and ID, you must
specify the script on which the Unified ICME translation-routing application
is based.
2. Add a Unified CM Telephony trigger to the Unified ICME translation-routing
application.
The Unified ICME translation-routing application is invoked by a Unified
CM Telephony trigger, and does not support HTTP triggers.

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To configure the Unified CCX server with a Unified ICME translation-routing

application and to add a Unified CM Telephony trigger, complete the following
steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications >
Application Management.
The Application Management web page opens displaying the details of existing
applications, if any.
Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window.
The Add a New Application web page opens.
Step 3 From the Application Type drop-down menu, choose Unified ICME
Translation-Routing.
The Unified ICME Translation-Routing configuration web page opens.
Step 4 Use this web page to specify the following fields.

Field Description
Name A name for the application.
Description Use the Tab key to automatically populate this field.
ID Accept the automatically-generated ID, or enter a unique ID.
This field corresponds to the service identifier of the call reported to the
Unified ICME and configured in the Unified ICME translation route.
Maximum Number Of The maximum amount of simultaneous sessions (instances) that the
Sessions application can handle.
Note The limit for the maximum number of simultaneous remote
monitoring sessions is 16, but the actual number depends on your
system’s CPU and memory resources. Entering a number that is too
high can result in unacceptable system performance.
Enabled (Radio button) Accept Yes (the default).

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Field Description
Timeout (in seconds) The maximum amount of time (in seconds) that the system will wait to
invoke the application before rejecting a contact.
Default Script (Drop-down list) Choose a script to run to route a call to a default treatment
in the event of a:
• System error
• Request by Unified ICME

Step 5 Click Add.

The Unified ICME Translation Routing web page refreshes, the Add New
Trigger hyperlink appears in the left navigation bar, and the following message
is displayed in the status bar on top:
The operation has been executed successfully

Step 6 Your next step is to add a trigger for the application (see Adding Application
Triggers, page 6-18).

Related Topics
• About Unified CCX Applications, page 6-1
• Configuring Script Applications, page 6-2
• Configuring Busy Application, page 6-7
• Configuring Remote Monitoring Application, page 6-16
• Configuring Unified ICME Post-Routing Application, page 6-11
• Configuring Unified ICME Translation-Routing Application, page 6-14
• Provisioning Unified ICME Subsystem, page 9-3

Configuring Remote Monitoring Application

This application, available when you purchase Unified CCX Premium, allows a
supervisor to monitor an agent’s conversation.

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Note The Remote Monitoring application comes with Unified CCX Premium systems.

You must configure Remote Monitoring applications when you want to use the
Remote Monitoring feature to allow a supervisor to monitor an agent’s
conversation.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications >
Application Management and click Add New.
The Add a New Application web page opens.
Step 2 Choose Cisco Script Application from the Application Type drop-down menu
and click Next.
The Cisco Script Application web page appears.
Step 3 Use this web page to specify the following fields.

Field Description
Name A name for the application. This is a mandatory field.
ID Accept the automatically-generated ID, or enter a unique ID. This is a
mandatory field.
Note The Historical Reporting feature uses this ID to identify this application.
Maximum Number The maximum amount of simultaneous sessions that monitoring sessions allow.
of Sessions This is a mandatory field.
Note The limit for the maximum number of simultaneous remote monitoring
sessions is 16, but the actual number depends on your system’s CPU and
memory resources. Entering a number that is too high can result in
unacceptable system performance.
Script Select a customized Remote Monitor script or rmon.aef from the drop-down
list.
Note A new set of fields appears for a remote monitoring script.
Description Use the Tab key to automatically populate this field.

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Field Description
Enabled (Radio button) Accept Yes (the default).
Default Script Accept System Default. The default script is executed if an error occurs with
the configured application script.

Step 4 Click Add.

The Remote Monitoring web page refreshes displaying the following message
below the Status bar and the Add New Trigger hyperlink appears on the left
navigation bar:
The operation has been executed successfully

Your next step is to add a trigger for the application (see Adding Application
Triggers, page 6-18).

Related Topics
• About Unified CCX Applications, page 6-1
• Configuring Script Applications, page 6-2
• Configuring Busy Application, page 6-7
• Configuring Ring-No-Answer Application, page 6-9
• Configuring Unified ICME Post-Routing Application, page 6-11
• Configuring Unified ICME Translation-Routing Application, page 6-14

Adding Application Triggers

After adding a new Cisco application, you need to add one or more triggers so
that the application can respond to Unified CM/Unified CME Telephony calls and
HTTP requests.
Triggers are specified signals that invoke application scripts in response to
incoming contacts. The Unified CCX system uses Unified CM/Unified CME
Telephony triggers to trigger responses to telephone calls and HTTP triggers to
respond to HTTP requests.

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Adding Application Triggers

You can use either of two methods to add a trigger to an application: Add the
trigger from the Cisco Application web page or add the trigger from the Unified
CM/Unified CME Telephony or HTTP Triggers web pages available from the
Subsystem menu.
This section contains the following procedures:
• Adding a Unified CM/Unified CME Telephony Trigger, page 6-19
• Adding an HTTP Trigger, page 6-21

Related Topics
• About Unified CCX Applications, page 6-1
• Managing Scripts, page 6-25
• Provisioning Unified CM Telephony Subsystem, page 7-5
• Provisioning Unified CME Telephony Subsystem, page 5-7
• Provisioning HTTP Subsystem, page 9-10

Adding a Unified CM/Unified CME Telephony Trigger

You must add Unified CM/Unified CME Telephony triggers to invoke Cisco
applications in response to incoming contacts.
A Unified CM/Unified CME Telephony trigger responds to calls that arrive on a
specific route point by selecting telephony and media resources to serve the call
and invoking an application script to handle the call.
This section contains the following procedures:
• Adding Unified CM/Unified CME Telephony Triggers from an Application
Web Page, page 6-20
• Adding Unified CM/Unified CME Telephony Triggers from Unified CCX,
page 6-21

Related Topics
• Adding a Unified CM/Unified CME Telephony Trigger, page 6-19
• Provisioning Unified CM Telephony Subsystem, page 7-5
• Provisioning Unified CME Telephony Subsystem, page 5-7

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Adding Unified CM/Unified CME Telephony Triggers from an Application Web

Page
To add a Unified CM/Unified CME Telephony trigger directly from the Cisco
Application configuration web page, complete the following steps.

Procedure

Step 1 From the configuration web page for the application you want to add a trigger for,
click Add New Trigger.
The Add a New Trigger window opens.
Step 2 From the Trigger Type drop-down menu, choose Unified CM/Unified CME
Telephony and click Next.
The Unified CM//Unified CME Telephony Trigger Configuration window opens.
Step 3 Follow the procedure described in Adding a Unified CM Telephony Trigger,
page 7-16.

Related Topics
• About Unified CCX Applications, page 6-1
• Adding a Unified CM/Unified CME Telephony Trigger, page 6-19
• Adding an HTTP Trigger, page 6-21
• Provisioning Unified CM Telephony Subsystem, page 7-5
• Provisioning Unified CME Telephony Subsystem, page 5-7
• Configuring HTTP Triggers, page 9-11

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Adding Unified CM/Unified CME Telephony Triggers from Unified CCX

To add a Unified CM/Unified CME Telephony trigger to an application from the
Unified CM/Unified CME Telephony subsystem, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > Unified
CM/Unified CME Telephony > Triggers.
The respective Unified CM or Unified CME Telephony Trigger Configuration
summary web page opens.
Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window.
Step 3 The Cisco Unified CM Telephony Trigger Configuration web page opens. Follow
the procedure described in Adding a Unified CM Telephony Trigger, page 7-16
(Steps 3 and 4) for detailed instructions on adding and configuring a Unified CM
Telephony trigger.

Related Topics
• About Unified CCX Applications, page 6-1
• Adding Application Triggers, page 6-18
• Adding a Unified CM/Unified CME Telephony Trigger, page 6-19
• Adding an HTTP Trigger, page 6-21
• Provisioning Unified CM Telephony Subsystem, page 7-5
• Provisioning Unified CME Telephony Subsystem, page 5-7
• Configuring HTTP Triggers, page 9-11

Adding an HTTP Trigger

A Cisco application can be used to handle HTTP requests when the Unified CCX
system is provisioned with an HTTP trigger.

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

An HTTP trigger is the relative URL a user enters into the client browser to start
the application. You can upload either eXtensible Style Language Transformation
(XSLT) templates or Java Server Pages (JSP) templates to serve as your HTTP
trigger.
The following path is an example of an HTTP-triggered request (using the HTTP
trigger name “/hello”):
http://www.appserver.acme.com:9080/hello

In this example, the URL starts the application with the HTTP trigger “/hello” on
a web server running on port 9080 with the host name www.appserver.acme.com.
You can add the HTTP trigger from the Cisco Script Application web page or add
the trigger from the HTTP subsystem.
This section contains the following procedures:
• Adding HTTP Triggers from an Application Web Page, page 6-22
• Adding HTTP Triggers from the HTTP Subsystem, page 6-24

Adding HTTP Triggers from an Application Web Page

To add an HTTP trigger directly from a Cisco Application Configuration web
page, complete the following steps.

Procedure

Step 1 From the configuration web page for the application you want to add a trigger for,
click Add New Trigger hyperlink.
The Add a New Trigger window opens.

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Step 2 From the Trigger Type drop-down menu, select HTTP and click Next.
The HTTP Trigger Configuration window opens.
Step 3 Use this web page to specify the following fields.

Field Description
URL The relative URL
For example:
/hello
Language Perform one of the following actions:
• Choose a default language from the drop-down list.
• Click Edit, specify a default language in the dialog box that appears,
and click OK.
Maximum Number Of The maximum amount of simultaneous sessions that can be served by the
Sessions HTTP subsystem for this trigger.
Idle Timeout (in ms) Maximum amount of time (in milliseconds) that the system will wait to
invoke the application before rejecting a contact.
Enabled (Radio button) Accept Yes (the default).
Note If you disable the trigger, the user receives an error message when
browsing to the defined trigger URL.

Step 4 Click Add.

The Cisco Application Configuration web page appears, and the URL of the
HTTP trigger appears on the navigation bar.
Step 5 Test the trigger by entering the URL you just configured in the address bar of your
browser.
For example,
/hello

The browser should display “hello”.

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Related Topics
• About Unified CCX Applications, page 6-1
• Adding a Unified CM/Unified CME Telephony Trigger, page 6-19
• Adding an HTTP Trigger, page 6-21
• Provisioning Unified CM Telephony Subsystem, page 7-5
• Configuring HTTP Triggers, page 9-11

Adding HTTP Triggers from the HTTP Subsystem

To configure a HTTP trigger from the HTTP subsystem, complete the following
steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > HTTP.
The HTTP Trigger Configuration web page opens.
Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window.
The HTTP Trigger Configuration window opens.
Step 3 Use this web page to specify the following mandatory fields.

Field Description
URL The relative URL
For example:
/hello
Language Perform one of the following actions:
• Choose a default language from the drop-down list.
• Click Edit, specify a default language in the dialog box that appears,
and click OK.
Application Name Choose the name of the Application from the drop-down list.
Maximum Number Of The maximum amount of simultaneous sessions that can be served by the
Sessions HTTP subsystem for this trigger.

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Field Description
Idle Timeout (in ms) Maximum amount of time (in milliseconds) that the system will wait to
invoke the application before rejecting a contact.
Enabled Click the required radio button to accept - Yes (the default)
Note If you disable the trigger, the user receives an error message when
browsing to the defined trigger URL.

Step 4 Click Add.

The Cisco Application Configuration web page appears, and the URL of the
HTTP trigger appears on the navigation bar.
Step 5 To test the trigger, enter the URL you just configured in the address bar of your
browser.
For example,
/hello

The browser should display “hello”.

Related Topics
• About Unified CCX Applications, page 6-1
• Adding a Unified CM/Unified CME Telephony Trigger, page 6-19
• Adding an HTTP Trigger, page 6-21
• Provisioning Unified CM Telephony Subsystem, page 7-5
• Configuring HTTP Triggers, page 9-11

Managing Scripts
Scripts are created with the Unified CCX Editor, and can perform a wide variety
of functions. For example, scripts can prompt callers for extension numbers to
transfer calls, place callers in a queue and route calls to available agents, and place
outbound calls.

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The Script Management option of the Applications menu of the Unified CCX
Administration web interface contains options for managing and refreshing
Unified CCX scripts that are stored in the repository.

Note Your Unified CCX system includes sample scripts stored as .aef files. For a
description of these scripts, see the “Sample Scripts” section on page 6-34.

This section contains the following procedures:

• Uploading New Scripts, page 6-26
• Viewing or Downloading a Script File, page 6-28
• Refreshing Scripts, page 6-30
• Renaming a Script or Folder, page 6-32
• Deleting a Script or Folder, page 6-33
• Sample Scripts, page 6-34
• Wizards Menu, page 19-1

Caution If a large number of VRU scripts are configured for your system, the Upload a
New Script and Refresh Scripts operations can take a long time to complete.
These tasks can also result in high CPU utilization.

Related Topics
• About Unified CCX Applications, page 6-1
• Adding Application Triggers, page 6-18

Uploading New Scripts

To make a script available for use as a Unified CCX application, you must first
upload the script to the repository.
In Unified CCX Release 4.5 and later, uploaded scripts are stored in the
Repository Datastore (RDS) database, along with prompts, grammars, and
documents files. Prior to Release 4.5, the RDS database only contained the

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prompts, grammars, and documents files. The scripts can also be grouped into
folders and subfolders. When user scripts are uploaded into repository, they get
synchronized to local disk and are accessed from there.
To upload a script to the repository, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Script
Management.
The Script Management page opens.

Note The Script Management page allows you to only work with user scripts;
it does not have language-based directories.

The following table describes the available columns on the Script Management
web page.

Field Description
Folder Path The level of the directory that is currently selected in the folder drop-down list.
Name The name of the script.
Note Click the icon in front of the script name to download the script file.
Size The size of the script file prefixed with KB. The file size is converted from bytes to
KB.
Note This column is usually blank on the root page as the items on this page are
usually folders.
Date Modified The date and time when the document was last uploaded or changed along with time
zone.
Modified by The user ID of the person who performed these modifications.
Delete To delete the corresponding folder.

Caution When you delete a folder, you permanently remove it from the repository
and make it unavailable to the Unified CCX system.

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Field Description
Rename To rename the required subfolder within the default folder.
Refresh To refresh the corresponding script (see Individual Script Refresh, page 6-30).

Step 2 Click Upload New Scripts icon that displays in the tool bar in the upper, left
corner of the window or the Upload New Scripts button that displays at the
bottom of the window.
Step 3 The Upload Script dialog box opens.
Step 4 To locate the script, click Browse button next to the File Name field, navigate to
the directory in which the scripts are located, select a script, and click Open. The
script path for the profile appears in the File Name field.
Step 5 Click Upload to upload the script to the repository.
A window opens, informing you that the script was successfully uploaded.
You are now ready to manage any existing scripts shown in the Script
Management page (if necessary) or add prompts that may be useful to your
applications.

Related Topics
• About Unified CCX Applications, page 6-1
• Viewing or Downloading a Script File, page 6-28
• Refreshing Scripts, page 6-30
• Renaming a Script or Folder, page 6-32
• Deleting a Script or Folder, page 6-33
• Sample Scripts, page 6-34

Viewing or Downloading a Script File

You can view or download any script file that appears in the list on the Script
Management web page.
To view or download a script file, complete the following steps.

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Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Script
Management.
Step 2 The Script Management page opens to display the contents of the default folder.
Step 3 Click Download Script icon that appears before the Name of the script file you
want to view or download.
The File Download dialog box opens.
Step 4 Perform one of the following tasks:
• To view the script file, click Open.
The script file opens in the Unified CCX Editor.
• To download the script file, click Save, and then follow the prompts to choose
a directory and file name for the script file.
The file is saved to the specified directory.

Related Topics
• About Unified CCX Applications, page 6-1
• Uploading New Scripts, page 6-26
• Refreshing Scripts, page 6-30
• Renaming a Script or Folder, page 6-32
• Deleting a Script or Folder, page 6-33
• Sample Scripts, page 6-34

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Refreshing Scripts

Caution If a large number of VRU scripts are configured for your system, the Upload a
New Script and Refresh Scripts operations can take a long time to complete.
These tasks can also result in high CPU utilization.

When you make changes to a script, you must refresh the script to direct all the
applications and subsystems that use this script to reload the new version. There
are two script refresh options:
• Individual Script Refresh
• Bulk Script Refresh

Individual Script Refresh

To refresh an individual script on the Unified CCX server from the repository
(RDS), complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Script
Management.
The Script Management page opens to display the contents of the default folder.
Step 2 In the row that contains the script, click Refresh icon.
The script information refreshes and the Script Management page reappears.

Related Topics
• About Unified CCX Applications, page 6-1
• Uploading New Scripts, page 6-26
• Viewing or Downloading a Script File, page 6-28
• Refreshing Scripts, page 6-30
• Renaming a Script or Folder, page 6-32

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• Deleting a Script or Folder, page 6-33

• Sample Scripts, page 6-34

Bulk Script Refresh

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

Bulk scripts refers to multiple .aef script files within one .zip file.

Note This option is available only when you upload .zip files. You will see the option
to refresh scripts after the selected file is uploaded successfully.

To refresh all scripts (within a zip file) with one command, complete the
following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Script
Management.
The Script Management page opens to display the contents of the default folder.
Step 2 Click Upload New Scripts icon or button.
Step 3 The Upload Script dialog box opens.
Step 4 To locate the script, click Browse button next to the File Name field, navigate to
the directory in which the scripts are located, select a file, and click Open. The
script path for the profile appears in the File Name field.

Tip You can only upload .zip files containing .aef files. The total size of
the.zip file cannot exceed 20 MB.

Step 5 Click Upload to upload the script to the repository.

A window opens, informing you that the script upload succeeded.

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Step 6 Click Refresh icon in the Script Management page.

The Script Management web page opens, giving you the option of refreshing the
script and the applications that reference it, or just refreshing the script.
Step 7 Specify one of the following options:
• If you want all applications and subsystems that reference the script (in the
repository) to use the new version, click Yes.
• If you only want to refresh the scripts, click No.
• If you want to cancel the operation, click Cancel.
The script information refreshes and the Script Management page reappears to
display the newly-loaded .zip file.

Related Topics
• About Unified CCX Applications, page 6-1
• Uploading New Scripts, page 6-26
• Viewing or Downloading a Script File, page 6-28
• Refreshing Scripts, page 6-30
• Renaming a Script or Folder, page 6-32
• Deleting a Script or Folder, page 6-33
• Sample Scripts, page 6-34

Renaming a Script or Folder

To rename a script, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Script
Management.
The Script Management page opens to display the contents of the default folder.
Step 2 Click Rename icon for the folder or script that you want to rename. A dialog box
opens displaying the name of the selected folder or script.

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Step 3 Enter a new name for this folder or script in the text box.
Step 4 Click Rename button.
The dialog box refreshes to state that the folder was successfully renamed.
Step 5 Click Return to Script Management button.
The dialog box closes and the default folder’s updated Script Management page
displays the new script name.

Related Topics
• About Unified CCX Applications, page 6-1
• Uploading New Scripts, page 6-26
• Viewing or Downloading a Script File, page 6-28
• Refreshing Scripts, page 6-30
• Deleting a Script or Folder, page 6-33
• Sample Scripts, page 6-34

Deleting a Script or Folder

When you delete a script or a folder, you remove it permanently from the
repository.
To delete a script or folder, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Script
Management.
The Script Management page opens to display the contents of the default folder.
Step 2 To delete a folder, click Delete icon for the folder or script that you want to delete.
Step 3 A dialog box opens to confirm your action on the selected script or folder. Click
OK.

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The dialog box closes and the default folder’s updated Script Management page
refreshes to display the updated list of folders and scripts.

Related Topics
• About Unified CCX Applications, page 6-1
• Uploading New Scripts, page 6-26
• Viewing or Downloading a Script File, page 6-28
• Refreshing Scripts, page 6-30
• Renaming a Script or Folder, page 6-32
• Deleting a Script or Folder, page 6-33
• Sample Scripts, page 6-34

Sample Scripts
Your Unified CCX system includes sample scripts stored as .aef files. These
scripts have been built using Unified CCX Editor steps, including pre-recorded
prompts. You can use these scripts to create applications without performing any
script development, or you can use these scripts as models for your own
customized scripts.

Note The included scripts are bundled with the Unified CCX system solely as samples,
they are not supported by Cisco. For more information on these sample scripts,
see the Cisco Unified CCX Scripting and Development Series: Volume 1, Getting
Started with Scripts.

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Provisioning Telephony and Media

Resource provisioning information for the Unified CCX telephony and media
subsystems are provided in the following sections:
• About Unified CCX Telephony and Media, page 7-1
• Provisioning Unified CM Telephony Subsystem, page 7-5
• Additional Unified CM Telephony Information, page 7-22
• Provisioning Cisco Media Subsystem, page 7-23
• Provisioning ASR and TTS in Unified CCX, page 7-26

About Unified CCX Telephony and Media

The Unified CCX system uses a telephony resource called Computer Telephony
Interface (CTI) ports to accept incoming calls and to place outbound calls. The
Unified CCX system uses the following media resources to provide interactive
services for calls:
• Unified CM Telephony—The Unified CCX Engine uses the Unified CM
Telephony subsystem to send and receive calls from the Unified CM by
interfacing with the CTI Manager through the Unified CM Telephony client.
• Unified CME Telephony—The Unified CCX Engine uses the Unified CME
Telephony subsystem to open a logical session with Unified CME. This
session verifies provider authentication, periodically exchanges heartbeats,
and monitors Unified CME availability after successful authentication.

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About Unified CCX Telephony and Media

• Cisco Media Termination (CMT)—The CMT channels provide media

terminations in the Unified CCX for Unified CM/CME Telephony Call
Contacts. These channels enable the Unified CCX to play media to the
connected party. DTMF digits are received out of band by the Unified
CM/CME Telephony subsystem.
• MRCP Automated Speech Recognition (MRCP ASR)—The ASR media
resource allows callers to use speech to navigate menus and to provide other
information to Unified CCX applications.
• MRCP Text-To-Speech (MRCP TTS)—The TTS media resource enables
Unified CCX applications to play back documents to callers as speech.

Note Media resources are licensed and sold as Unified IP IVR ports.
Although you can provision more channels than you are licensed for,
licensing is enforced at run-time. If more channels are provisioned
than licensed, the system will not accept the extra calls, as doing so
would violate your licensing agreements.

The Unified CCX system uses the concept of groups to share telephony and media
resources among different applications:
• Call control groups allow you to control how the system uses CTI ports. For
example, you can reserve more ports for higher-priority applications or
provide access to fewer ports for applications with less traffic.
• Media resource groups allow you to share media resources among different
applications. For example, you can share ASR media resource groups with
applications that collect caller information and applications that transfer calls
to specific extensions.
The Unified CCX system also uses the concept of triggers, which are specified
signals that invoke application scripts in response to incoming contacts.

Media Termination Groups

Media termination groups are associated with CTI port Groups.

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During initial Unified CCX Setup, based on the licensed number of CTI ports, a
default CTI port group and its associated media termination group is created. By
default, every trigger is associated with this CTI Port Group and the
corresponding media termination group.

Note For Unified CME deployments, this will be the only available CTI Port Group.
But in the Unified CM deployments, you can create and use additional CTI Port
Groups as required.

If a CTI port group is selected to support media termination and if the number of
channels are identical to both groups, then the CTI port group is automatically
created in the background. This auto creation feature eliminates the manual CTI
port group creation process.
If you elect to override media termination, then the call control channel chooses
the media termination automatically. If you wish to select a new dialog group then
you can have more than one media termination options. The options are used in
the order displayed in the drop-down list (see Adding a New Unified CM
Telephony Call Control Group, page 7-9).

Provisioning Channels to Handle Calls

Unified CCX needs two types of channels to process calls:
• A call control channel, which is provisioned through the Unified CM
Telephony subsystem and corresponds to CTI port resources in Unified CM.
• A media channel, which is provisioned through either the CMT subsystem or
the MRCP subsystem and corresponds to the kernel resources for handling
the media voice path with the caller.

Note MRCP channels also correspond to additional resources on the MRCP

server for performing speech recognition.

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Unified CCX needs access to a channel of each type to successfully process a call.
However, the capabilities of the two channel types are not identical.
For example, consider a Unified CCX system provisioned with a single Unified
CM Telephony call control channel (that is, a CTI port) and a single CMT
channel. The system can handle one call at a time; when that call terminates, the
system must reinitialize the channel resources before it can accept another call.
However, the time each channel takes to reinitialize is not equal—CMT channels
take more time to reinitialize then CTI ports. For example:
• The Unified CM Telephony call control channel may take approximately 1
millisecond to reinitialize
• The CMT channel may take approximately 200 milliseconds to reinitialize.
This example implies that the system will not be able to accept a new incoming
call for 200 milliseconds after the first call terminates; although the Unified CM
Telephony channel is available after one millisecond, the CMT channel is not and
Unified CCX needs both channels to process a call.
Such a delay can become an issue when a Unified CCX system is experiencing a
high load condition or needs to handle a burst of incoming calls. Consequently,
CMT channels require a higher channel count provisioning.

Tip To provision Unified CCX systems to handle burst calls equally among all
required resources, you must configure approximately 10% more CMT channels
than CTI ports, and approximately 10% more MRCP channels than ASR licenses.

Telephony and Media Resources Provisioning Checklist

To provision telephony and media resources, complete the following tasks:

Step Task For instructions, see

Step 1 Provision the Unified CM Telephony subsystem, which Provisioning Unified CM
controls the telephony resources for the Unified CCX Telephony Subsystem, page 7-5
system.
Step 2 Provision the Cisco Media subsystem, which controls Provisioning Cisco Media
the CMT media resources for the Unified CCX system. Subsystem, page 7-23

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Step Task For instructions, see

Step 3 Provision the MRCP ASR subsystem, which controls Provisioning MRCP ASR
the ASR media resources for the Unified CCX system. Subsystem, page 7-27
Step 4 Provision the MRCP TTS subsystem, which controls the Provisioning MRCP TTS
TTS media resources for the Unified CCX system. Subsystem, page 7-34

Provisioning Unified CM Telephony Subsystem

The Unified CM Telephony subsystem is the subsystem of the Unified
CCX Engine that sends and receives call-related messages from the Unified CM
CTI Manager through the Unified CM Telephony client. To enable your Unified
CCX server to handle Cisco Unified Communications requests, you will need to
provision the Unified CM Telephony subsystem. The Unified CM Telephony
subsystem is available in all the Unified CCX license packages.

Note In previous versions of Unified CCX, it was necessary to configure Unified CM

Telephony information using Unified CM. In Unified CCX Release 4.0 and later,
Unified CM Telephony configuration tasks are performed directly through
Unified CCX Administration web pages.

To provision the Unified CM Telephony subsystem, complete the following tasks:

Step Task For instructions, see

1 Configure a Unified CM Telephony Provider, if not already Configuring a Unified
configured. Specify the server on which the CM Telephony Provider,
Cisco Media Convergence Server (Cisco MCS) is running Unified page 7-7 and
CM CTI Manager, and provide a Unified CM user ID and password.
Modifying Unified CM
Telephony Information,
page 4-8
2 Provision Unified CM Telephony call control groups. Unified CM Adding a New Unified
Telephony call control groups pool together a series of CTI ports, CM Telephony Call
which the system then uses to serve calls as they arrive at the Unified Control Group, page 7-9
CCX server.

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Step Task For instructions, see

3 Provision a Unified CM Telephony trigger. Unified CM Telephony Adding a Unified CM
triggers invoke application scripts in response to incoming contacts. Telephony Trigger,
page 7-16
4 Resynchronize Unified CM Telephony versions. Provisioning Unified CM
• Configuring a Unified CM Telephony Provider, page 7-7 Telephony Subsystem,
page 7-5
• Resynchronizing Unified CM Telephony Data, page 7-7

Related Topics
Additional Unified CM Telephony Information, page 7-22

Resynchronizing Cisco JTAPI Client

During the resynchronizing process, an additional check ensures that the Unified
CM Telephony Client (also known as the Cisco JTAPI Client) are the same
between the clients installed on the Unified CCX node and the Cisco Unified CM.
If the Unified CCX detects a mismatch, the system downloads and installs the
required version of Cisco JTAPI Client.
To resynchronize and view the status of Cisco JTAPI client, complete the
following steps:

Procedure

Step 1 Choose Subsystems > Cisco Unified CM Telephony > Cisco JTAPI Resync
from the Unified CCX Administration menu bar.
Step 2 The Cisco JTAPI Resync web page opens displaying the status of Cisco JTAPI
Client resynchronization.
At this point, if there is an incompatible version, it automatically downloads the
new client.

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Related Topics
• Configuring a Unified CM Telephony Provider, page 7-7
• Adding a Unified CM Telephony Trigger, page 7-16
• Additional Unified CM Telephony Information, page 7-22

Resynchronizing Unified CM Telephony Data

This resynchronizing process ensures that the Unified CM Telephony user, the
call control groups, and the triggers matches the data of Unified CM being used.
To resynchronize the Unified CM Telephony data, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > Cisco
Unified CM Telephony > Data Resync.
Step 2 The Data Resync web page opens after resynchronization displaying the Data
Resync status of Unified CM Telephony Port Groups and Unified CM Telephony
Triggers.

Related Topics
• Configuring a Unified CM Telephony Provider, page 7-7
• Adding a Unified CM Telephony Trigger, page 7-16
• Additional Unified CM Telephony Information, page 7-22

Configuring a Unified CM Telephony Provider

The Unified CM Telephony Provider web page is a read-only page that displays
the latest configured information.

Caution Some setups may prevent the Unified CM directory administrator from creating
new Unified CM Telephony providers in a multi-server configuration. If this setup
applies to you, be sure to delete preexisting Unified CM Telephony providers

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before creating new Unified CM Telephony providers. For example, if the Unified
CM Telephony provider prefix is cmtelephony and you have a two-server
configuration (node_id1 and node_id2), then you must delete both
cmtelephony_<node_id1> and cmtelephony_<node_id2>. If you do not verify
and delete preexisting Unified CM Telephony providers, the Unified CM
Telephony subsystem issues an error and will not allow you to create Unified CM
Telephony providers from the Unified CM Telephony Provider Configuration web
page.

To access this configuration area, choose Subsystems > Cisco Unified CM

Telephony > Provider from the Unified CCX Administration menu bar. The
Cisco Unified CM Telephony Provider web page opens.
The following table describes the read-only fields displayed in the Unified CM
Telephony Provider Configuration web page.

Field Heading Description

Primary Unified CM IP address of the Cisco Media Convergence Server (Cisco MCS) running
Telephony Provider Unified CM CTI Manager in the cluster. This is normally the first CTI
Manager or Cisco Unified CM Telephony Provider selected by the
Unified CCX user for Unified CM Telephony subsystem using System >
Cisco Unified CM Configuration web page.
Secondary Unified CM IP address of the second Cisco Media Convergence Server (Cisco MCS)
Telephony Provider running Unified CM CTI Manager in the cluster. This is normally the
second CTI Manager or Cisco Unified CM Telephony Provider selected
by the Unified CCX user for Unified CM Telephony subsystem using
System > Cisco Unified CM Configuration web page.

Note If you have selected only one Unified CM Telephony provider,

this field will be blank.

User Prefix User prefix for the Unified CM user IDs created in Unified CM.

To modify the Unified CM Telephony subsystem, click Modify Cisco Unified

CM Telephony Provider Information icon that displays in the tool bar in the
upper, left corner of the window. The Cisco Unified CM Configuration web page

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opens. Refer to Modifying Unified CM Telephony Information, page 4-8 section

for detailed information on how to reconfigure the Unified CM Telephony
information.

Related Topics
• Configuring a Unified CM Telephony Provider, page 7-7
• Adding a New Unified CM Telephony Call Control Group, page 7-9
• Additional Unified CM Telephony Information, page 7-22
• Modifying Unified CM Telephony Information, page 4-8

Adding a New Unified CM Telephony Call Control Group

The Unified CCX system uses Unified CM Telephony call control groups to pool
together a series of CTI ports, which the system uses to serve calls as they arrive
or depart from the Unified CCX server. You can create multiple Unified CM
Telephony call control groups to share and limit the resources to be used by
specific applications.
To configure a new Unified CM Telephony call control group, complete the
following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > Unified
CM Telephony > Call Control Group.
The Cisco Unified CM Telephony call control group Configuration web page
opens, which displays the existing Unified CM Telephony Call Control Group
information, if any.
Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window to create
a new CTI port. The Cisco Unified CM Telephony Call Control Group
Configuration web page opens.

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Note You can create only one call control group of the Outbound type, in which the
number of CTI ports must be always equal to or greater than the licensed
Outbound IVR ports.

Step 3 Use this web page to specify the following information:

Page Area Field Description

Group Group ID Group ID corresponds to the trunk group number reported to Cisco
Information Unified Intelligent Contact Management Enterprise (Unified ICME) when
the Unified CCX server is part of the Unified ICME solution.
Note This field is not available in the page for adding a new call control
group. While you add a new call control group the next available
Group ID is used internally. This field is displayed only in Cisco
Unified CM Telephony Call Control Group Configuration list /
update page.

Note If a Stop icon displays beside the Group ID (on the Cisco Unified
CM Call Control Group Configuration list page), it indicates that
the data is invalid or out of sync with Unified CM data; if a Head
icon displays, then the Group is valid.
Description Enter a brief decsription for a call control group that is added. This is a
mandatory field and this field must be populated before you add a call
control group.

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Page Area Field Description

Group Number of Number of CTI Ports assigned to the call control group. This is a
Information CTI Ports mandatory field.
(continued)
If you have a Premium license with an Outbound IVR license, you can
create only one Outbound call control group with a minimum licensed
number of IVR ports or more. The number of CTI ports for an outbound
type of call control group can be modified but not below the licensed ports
for Outbound IVR. This rule does not apply to inbound type call control
groups. You can continue to create more inbound type call control groups.
Note If this field is set to <n>, the system creates <n> ports for each
Unified CCX Engine node (node in which Unified CCX Engine
component is enabled).
Media Enables the auto-creation of media termination groups. This is a
Termination mandatory field.
Support Yes = provides automatic media termination if the CTI port group is
successful (see Media Termination Groups, page 7-2).
No = Media termination port group is not created (default).
Group Type Select the group type for the call control group using this radio button.
The choices are Inbound and Outbound. This is a mandatory field and
Inbound radio button is enabled by default. You cannot change the group
type from Outbound to Inbound and vice versa. The Outbound type call
control group will be displayed only if you have uploaded the Outbound
IVR license on top of the premium license in your Unified CCX.
Note The existing call control groups will have this value as inbound
after an upgrade from Unified CCX versions prior to 8.5(1).
Directory Device The Device Name Prefix (DNP) used in the name that will be given all of
Number Name Prefix the CTI Ports in this group. This is a mandatory field.
Information
The CTI ports for this port group is restricted to a maximum of 5
characters and has the following format:
<deviceprefix>_<directoryno>
For example, if the Device Name Prefix is CTP and the starting Directory
Number is 7000, then the CTI Port that is created in Unified CM can have
the device name CTP_7000.
Select Server for Telephony Port Group Configuration (displayed only in a HA over WAN
deployment)

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Page Area Field Description

Select This field is displayed only in a HA over WAN deployment and it displays
Server the different Unified CCX nodes that are available in a HA over WAN
deployment in a drop-down list.
In a HA over WAN setup, you need to configure directory information
along with Unified CM-specific information for the ports in each node.
Once you select a node, all configuration details displayed below this field
will be specific to the selected node only. So, if you update any
node-specific parameters (below the Select Server field), it will be
applicable only to the ports specific to the selected node. But, if you
update any configuration data above the Select Server field, it will be
applicable for the ports in both the nodes except for the Number of CTI
Ports field.
Note You need to ensure that the values in Number of CTI ports field
for both the nodes are the same. If you modify this field, the
number of ports is modified for the selected node only as the
device pool selection for both nodes could be different in a HA
over WAN deployment. If you click Add before updating this
value for either of the node, then the port group for that node will
be marked with a red cross in the main Cisco Unified CM
Telephony Call Control Group Configuration web page to signify
the fact that the number of ports between the two nodes is different
and the other node should also be updated. In such a scenario,
click the hyperlink for the node that is tagged in red and from the
Cisco Unified CM Telephony Call Control Group Configuration
page for the selected node, update the value in the Number of CTI
Ports field and click Update to ensure the number of CTI ports
for both the nodes are the same.

Once you configure the data for the selected node and click Add or
Update, the updated configuration information will be saved. For detailed
information on behaviour in HA over WAN scenario, refer to Expected
Behaviour During a Failover Guide. In case of LAN deployment, this
field is not displayed as the same configuration data will be applicable for
both the nodes in the cluster.

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Page Area Field Description

Directory Starting A unique phone number. The value can include numeric characters and
Number Directory special characters (#) and (*). The specified number of ports will be
Information Number created starting from the value specified in this field. The Directory
Number that you enter can appear in more than one partition. This is a
mandatory field.
Note When a pattern is used as a Directory Number, the phone display
and the caller ID display on the dialed phone will contain
characters other than digits. To avoid this, provide a value for
Display (Internal Caller ID), Line Text Label, and External Phone
Number Mask.
Device Pool Set of common characteristics for devices, such as region, date/time
group, softkey template, and MLPP information to which you want to
assign this phone.
Note The support for having multiple device pools associated with call
control group(s) has been withdrawn in Unified CCX 8.5(1). If
you have multiple device pools associated with call control
group(s) in an older version of Unified CCX, it is recommended
to manually assign a single device pool to each call control group.
For more information, see Unified CM Telephony Data
Synchronization, page 18-5.
DN Calling A collection of partitions that are searched to determine how a dialed
Search number should be routed. The calling search space for the device and the
Space calling search space for the directory number get used together. The
directory number calling search space takes precedence over the device
calling search space.
For more information, see the Cisco Unified Communications Manager
System Guide.
Location The Cisco Unified Communications phone location setting specifies the total
bandwidth that is available for calls to and from this location. A location
setting of HUB_NONE means that the location feature does not keep track of
the bandwidth that this Cisco Unified Communications phone consumes.
Partition The Cisco Unified Communications phone location setting specifies the
total bandwidth that is available for calls to and from this location. A
location setting of HUB_NONE means that the location feature does not
keep track of the bandwidth that this Cisco Unified Communications
phone consumes.

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Page Area Field Description

Advanced Directory Number Information (only available if you click Show More)
Directory Alerting This information is automatically populated based on the configuration in
Number Name the Unified CM setup and displays the ASCII name filed used in one of
(continued) ASCII the following situations:
• if the device is not capable of handling the Unicode strings
• if the locals on end point devices do not match
• if the Unicode string is not specified
Redirect A collection of partitions that are searched to determine how a redirected
Calling call should be routed.
Search
Space
Media A prioritized grouping of media resource groups. An application chooses
Resource the required media resource, such as a Music On Hold server, from the
Group List available media resources according to the priority order that is defined in
a Media Resource Group List.
If you choose <none>, Unified CM uses the Media Resource Group that
is defined in the device pool.
Directory Voice Mail A list of profiles defined in the Voice Mail Profile Configuration.
Number Profile
The first option is <None>, which is the current default Voice Mail Profile
Setting
that is configured in the Voice Mail Profile Configuration.
Presence See Cisco Unified Communications Manager Administration Guide for
Group detailed information on how to configure presence groups.

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Page Area Field Description

Require A Unified CM radio button to determine if DTMF reception is required.
DTMF Yes is selected by default. If you select No, a warning message is
Reception displayed.
AAR Group Automated Alternate Routing (AAR) group for this device. The AAR
group provides the prefix digits that are used to route calls that are
otherwise blocked due to insufficient bandwidth. An AAR group setting
of <None> specifies that no rerouting of blocked calls will be attempted.
User Hold Audio source heard by the caller when the Unified CCX Script places the
Audio caller on hold via the Hold Step (when you press the hold key).
Source
Network Audio source heard by the caller will when Unified CCX performs a
Hold Audio Consult Transfer (when Unified CCX calls an agent). Use this entry for
Source the .wav file (for example, .wav file playing a ring back tone) to be played
to the caller during this Consult Transfer.
Call Call Pickup The number that can be dialed to answer calls to this directory number in
Forward Group the specified partition.
and Pickup Display Use a maximum of 30 alphanumeric characters. Typically, use the user
Settings name or the directory number (if using the directory number, the person
receiving the call may not see the proper identity of the caller).
Leave this field blank to have the system display the extension.
External Phone number (or mask) that is used to send Caller ID information when
Phone a call is placed from this line.
Number
You can enter a maximum of 30 number and X characters. The X
Mask
characters represent the directory number and must appear at the end of
the pattern. For example, if you specify a mask of 972813XXXX, an
external call from extension 1234 displays a caller ID number of
9728131234.

Step 4 Click Add or Save.

The Unified CM Telephony Call Control Group Configuration summary web page
opens. The corresponding CTI ports are created in the Unified CM Telephony call
control group. The new call control group appears in the list of call control groups
displayed in the Cisco Unified CM Telephony Call Control Group Configuration
web page.

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Related Topics
• Configuring a Unified CM Telephony Provider, page 7-7
• Adding a Unified CM Telephony Trigger, page 7-16
• Additional Unified CM Telephony Information, page 7-22

Adding a Unified CM Telephony Trigger

You must configure Unified CM Telephony triggers to invoke application scripts
in response to incoming contacts. A Unified CM Telephony trigger responds to
calls that arrive on a specific route point by selecting telephony and media
resources to serve the call and invoking an application script to handle the call.
The Unified CM Telephony triggers are available with all Unified CCX license
packages.
Unified CM Telephony trigger settings include:
• Session information, such as the application to associate with the trigger,
Maximum Number of sessions allowed (see Media Termination Groups,
page 7-2), and the Idle Timeout value.
• CTI information, such as a CTI port device and CTI route points for each call
Unified CCX simultaneously places or accepts.
• Directory Number information, such as the Voice Mail Profile and Calling
Search Space.
• Call Forward and Pickup instructions.
To add and configure a Unified CM Telephony trigger, complete the following
steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > Cisco
Unified CM Telephony > Triggers.

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The Unified CM Telephony Trigger Configuration web page opens displaying the
following fields.

Field Description
Route Point Available CTI route point, which is the directory number associated with the trigger.
Application Application name to associate with the trigger.
Sessions Maximum number of simultaneous calls that the trigger can handle.
Enabled True if the trigger is enabled; False if the trigger is disabled.

Note If you try to delete a trigger associated with an outbound call control group, then
the campaigns associated with the trigger become invalid and the application also
gets deleted. In such cases, on click of Delete icon or button, a dialog box opens
to confirm your action. Click OK if you want to delete the trigger and disassociate
the campaigns associated with it. If you delete a trigger and navigate to the
Campaign Configuration web page, you will also see an alert regarding the
missing trigger association for that campaign.

Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window.
The Unified CM Telephony Trigger Configuration web page opens.
Step 3 Use this web page to specify the following mandatory fields:

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Field Description
Directory Information
Directory Number A unique phone number. The value includes numeric characters, preceded or
appended by the following special characters:
#*[]X-
Examples of valid Directory Numbers: 
*#12#* or 12*23
Examples of invalid Directory Numbers: 
91X+, 91X?, 91!, 813510[^0-5] as it contains a character other than numerical
and allowed special characters or 
8]90[-, as it doesn't conform with the rule that the square bracket ([ ]) characters
enclose a range of values.
Note See the Wildcards and Special Characters in Route Patterns and Hunt
Pilots section in the Cisco Unified Communications Manager System
Guide for more information.
Trigger Information
Language Choose the default language to associate with the incoming call when the
application is started from this drop-down menu.
Note To add a Language option, click Edit button. The User Prompt dialog
box opens. Enter a locale string value and click OK. The User Prompt
dialog box closes, and the name of the language opens in the Language
field in the Unified CM Telephony Configuration web page.
Application Name Drop-down menu, choose the application to associate with the trigger.
Device Name A unique identifier for this device, consisting of alphanumeric characters, dots,
dashes, or underscores.
Description A descriptive name for the CTI route point.
Call Control Group Choose the call control group to associate with the trigger from this drop-down
menu. For Outbound IVR Dialer, you must select the call control group from
Outbound type call control group list. The route point should be created on
Unified CM. Once you assign the Outbound group for a trigger, you cannot
change it to an Inbound group and vice versa.
Advanced Configuration (available only if you click Show More).
Advanced Trigger Information

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Field Description
Enabled Radio buttons, choose the required option:
Yes - enable the trigger (default)
No - disable the trigger.
Maximum Number of The maximum number of simultaneous calls that this trigger can handle. The
Sessions number is actually governed by the Unified CM (10,000 for each separate line).
However in Unified CCX, this number is restricted to the maximum number of
sessions. Any call exceeding this number gets the busy tone (see the “Adding a
Unified CM Telephony Trigger” section on page 7-16).
Idle Timeout (in ms) The number of milliseconds (ms) the system should wait before rejecting the
Unified CM Telephony request for this trigger.
Override Media Radio buttons to choose the required options:
Termination Yes - Override media termination.
No - Enable media termination (default).
If you select Yes, two panes open:
• Selected Dialog Groups displays the default or selected group.
• Available Dialog Groups lists the configured dialog
CTI Route Point Information
Alerting Name ASCII This information is automatically populated based on the configuration in the
Unified CM setup and displays the ASCII name filed used in one of the
following situations:
• if the device is not capable of handling the Unicode strings
• if the locals on end point devices do not match
• if the Unicode string is not specified
Device Pool The device pool to which you want to assign this route point. A device pool
defines sets of common characteristics for devices, such as region, date/time
group, softkey template, and MLPP information.
Location The total bandwidth that is available for calls to/from this location. A location
setting of HUB_NONE indicates that the locations feature does not keep track
of the bandwidth used by this route point.
Directory Number Settings

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Field Description
Partition The partition to which the Directory Number belongs. The Directory Number
field value must be unique within the partition that you choose.
If you do not want to restrict access to the Directory Number, select <None> as
the partition setting.
Voice Mail Profile A list of profiles defined in the Voice Mail Profile Configuration.
The first option is <None>, which is the current default Voice Mail Profile that
is configured in the Voice Mail Profile Configuration.
Calling Search Space A collection of partitions that are searched for numbers that are called from this
directory number. The specified value applies to all devices that use this
directory number.
Note Changes to this field result in an update of the numbers listed in the Call
Pickup Group field.

You can configure calling search space for Forward All, Forward Busy,
Forward No Answer, and Forward on Failure directory numbers. The value you
choose applies to all devices that are using this directory number.
If you set the Forward All Calling Search Space field to <None>, Unified CM
uses the calling search spaces of the line and the phone when you forward the
calls by using the Cisco IP Phone User Options windows or the CFwdAll
softkey on the phone.
To restrict users from forwarding calls on their phones, choose a restrictive
calling search space from the Forward All Calling Search Space field.
For example, assume you have two calling search spaces: Building and PSTN.
Building only allows users to call within the building, while PSTN allows users
to call both in and outside the building. You could assign the phone to the
Building calling search space and the line on your phone to the PSTN calling
search space. If you set the Call Forward All calling search space to <None>,
Unified CM can forward calls to any number within the PSTN or building
calling search spaces. To prevent a user from forwarding calls to numbers
outside the building, set the Call Forward All calling search space to Building.
For more information, see the Cisco Unified Communications Manager System
Guide.
Presence Group A list of groups to integrate the device with the iPass server. The device/line
information is provided to integrating applications.

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Field Description
Call Forward and Pickup Settings
Forward Busy Check one of the following options:
Voice Mail - Check this box to use settings in the Voice Mail Profile
Configuration window.
Note When this box is checked, Unified CM ignores the settings in the
Destination box and Calling Search Space.

Destination: to use any disable phone number, including an outside

destination.
Calling Search Space: to apply the above setting all devices that are using this
directory number.
Display Use a maximum of 30 alphanumeric characters. Typically, use the user name or
the directory number (if using the directory number, the person receiving the
call may not see the proper identity of the caller). Leave this field blank to have
the system display an extension.
External Phone Phone number (or mask) that is used to send Caller ID information when a call
Number Mask is placed from this line.
You can enter a maximum of 30 number and X characters. The X characters
represent the directory number and must appear at the end of the pattern. For
example, if you specify a mask of 972813XXXX, an external call from
extension 1234 displays a caller ID number of 9728131234.

Step 4 Click Add or Save to save the changes. The specified route point is created on the
the Unified CM.
The Unified CM Telephony Trigger Configuration web page opens and displays
the new Unified CM Telephony trigger.

Related Topics
• Configuring a Unified CM Telephony Provider, page 7-7
• Configuring a Unified CM Telephony Provider, page 7-7
• Adding a New Unified CM Telephony Call Control Group, page 7-9
• Additional Unified CM Telephony Information, page 7-22

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Additional Unified CM Telephony Information

This section includes the following topics:
• Provisioning Unified CM Telephony Triggers for Unified CCX Queuing,
page 7-22
• Resynchronizing Unified CM Telephony Information, page 7-22

Provisioning Unified CM Telephony Triggers for Unified CCX

Queuing
When limiting the number of calls per application in Unified CCX applications,
you need to take care to coordinate the Unified CM Telephony trigger Maximum
Number of Sessions limit with the Media Group session limit.
For example, say you are using Unified CCX for queuing calls and set the Unified
CM Telephony trigger Maximum Number of Sessions limit on Unified CCX to 4
and set the Call Forward and Pickup Settings to send the fifth call to voice mail.
To make this happen, you must configure the Media Group Session Limit to the
identical setting (4). This will cause Unified CM to forward the next incoming call
to voice mail (once the CTI New Call Accept timer setting expires).
The drawback of this approach is that you need to define more media groups for
each application and you cannot share the same set of media groups across
multiple applications.

Related Topics
Provisioning Unified CM Telephony Subsystem, page 7-5

Resynchronizing Unified CM Telephony Information

If the Unified CM Telephony information (Unified CM Telephony users, CTI
ports, triggers) in the Unified CM is missing or not in sync with Unified CCX
data, choose Subsystems > Cisco Unified CM Telephony > Data Resync from
the Unified CCX Administration menu bar. Unified CCX checks whether:

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– The Unified CM Telephony users exist in Unified CM.

– All the ports belonging to the Port Group exist in Unified CM.
– The Port Group’s data is in sync with Ports data in Unified CM.
– The Ports’ association to users are correct.
– The Route Point exist in Unified CM.
– The Triggers data is in sync with the Route Point data in the Unified CM.
– The Route Points have been associated with all the Unified CM
Telephony users in Unified CM.
• Synchronizes the data by:
– Creating any missing users.
– Creating any missing ports.
– Modifying out-of-sync ports.
– Associating CTI Ports to Unified CM Telephony users. (For example,
associating CTI Ports created for Node 1 to the Unified CM Telephony
User for Node 1, and so forth.)
– Creating any missing route points.
– Modifying out-of-sync route points.
– Associating route points to all the Unified CM Telephony users.

Related Topics
Provisioning Unified CM Telephony Subsystem, page 7-5

Provisioning Cisco Media Subsystem

The Cisco Media subsystem is a subsystem of the Unified CCX Engine. The Cisco
Media subsystem manages the CMT media resource. CMT channels are required
for Unified CCX to be able to play or record media.
The Cisco Media subsystem uses dialog groups to organize and share resources
among applications. A dialog group is a pool of dialog channels in which each
channel is used to perform dialog interactions with a caller, during which the
caller responds to automated prompts by pressing buttons on a touch-tone phone.

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Note The built-in grammars and grammar options that are supported by Unified CCX
when using an MRCP dialog channel is determined by the MRCP speech software
you purchase. See the software vendor for information about what built-in
grammars and features are supported.

To enable your Unified CCX applications to handle simple DTMF-based dialog

interactions with customers, you will need to provision the Cisco Media
subsystem to configure CMT dialog groups.

Caution All media termination strings begin with auto and contain the same ID as the call
control group—not the CMT dialog group. If the default media termination is
configured and the ID differs, follow the procedure provided in the “Adding a
CMT Dialog Control Group” section on page 7-24.

Related Topics
• Adding a New Unified CM Telephony Call Control Group, page 7-9
• Cisco Media Menu Option, page 18-32

Adding a CMT Dialog Control Group

To add a CMT dialog control group, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > Cisco
Media.
The Cisco Media Termination Dialog Group Configuration web page opens. Any
preconfigured entry is listed on this page with the following information:

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-
Field Description
GroupID The unique Group ID associated with the media.
Description CMT group description.
Note The ID in the this field need not necessarily match the
CMT group ID.
Channels Number of channels associated with the group.

Step 2 Click Add New icon at the top or Add New button at the bottom of the window.
The Cisco Media Termination Dialog Group Configuration web page opens.

Note By default, a Unified CM Telephony Call Control Group with Group ID 0 is

created.

Step 3 Use this web page to specify the following fields.

Field Description
Group ID A Group ID value unique within all media group identifiers,
including ASR group identifiers. This is a mandatory field.
Description Description for the Cisco Media Termination Dialog group.
Number of Licensed IVR ports Number of licensed IVR ports. Display only.
Maximum Number Of Channels Maximum number of channels associated with this group. This is a
mandatory field.
Note You can specify any value for Maximum Number Of
Channels, but restrictions are placed on the system when a
call is made. This restriction is imposed by the number of
licensed IVR ports on your system. This is a mandatory
field.

Step 4 Click Add icon that displays in the tool bar in the upper, left corner of the window
or the Add button that displays at the bottom of the window.
The CMT Dialog Group Configuration web page opens, displaying the new CMT
dialog group.

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You are now ready to provision MRCP ASR and MRCP TTS subsystems.

Related Topics
• Provisioning Cisco Media Subsystem, page 7-23
• Cisco Media Menu Option, page 18-32

Provisioning ASR and TTS in Unified CCX

Unified CCX supports ASR and TTS through two subsystems:
• MRCP ASR—This subsystem allows users to navigate through a menu of
options by speaking instead of pressing keys on a touch-tone telephone.
• MRCP TTS—This subsystem converts plain text (UNICODE) into spoken
words to provide a user with information or prompt a user to respond to an
action.

Related Topics
• Before You Provision ASR/TTS, page 7-26
• Provisioning MRCP ASR Subsystem, page 7-27
• Provisioning MRCP TTS Subsystem, page 7-34

Before You Provision ASR/TTS

It is the responsibility of the customer to perform the following tasks:
• Order ASR/TTS speech servers from Cisco-supported vendors.

Note For more information on supported speech servers for Unified CCX,
see the Cisco Unified CCX Software and Hardware Compatibility
Guide for Active Releases available at
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products
_device_support_tables_list.html.

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• Work with the ASR/TTS vendor to size the solutions.

• Provision, install, and configure the ASR/TTS vendor software on a different
server (in the same LAN) and not where the Unified CCX runs. You can
configure the speech software for Unified CCX 8.5(1) in the same way as
Unified CCX 7.0 (see
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps18
46/product_bulletin_c25-546866.html for detailed information.
• Before uploading a ASR/TTS script to Unified CCX Administration, validate
the script against the capabilities and specifications supported by the
ASR/TTS vendor.

Provisioning MRCP ASR Subsystem

The MRCP ASR subsystem allows users to navigate through a menu of options by
speaking instead of pressing keys on a touch-tone telephone. When a user calls local
directory assistance, for example, ASR can prompt the user to say the city and
state in which to locate the information, then connect the user to an appropriate
operator.
To provision the MRCP ASR subsystem, define the following information:
• MRCP ASR Providers—Information about the vendor of your speech
server, including the number of licenses and the grammar type (see
Provisioning MRCP ASR Providers, page 7-28).
• MRCP ASR Servers—Information about the ASR server’s name, port
location, and available languages (see Provisioning MRCP ASR Servers,
page 7-29).
• MRCP ASR Groups— Information about the MRCP ASR dialog control
groups and associated locales, which enable Unified CCX applications to use
speech recognition (see Provisioning MRCP ASR Dialog Groups,
page 7-31).

Related Topics
• Before You Provision ASR/TTS, page 7-26
• Provisioning MRCP TTS Subsystem, page 7-34

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Provisioning MRCP ASR Providers

Use the MRCP ASR Provider Configuration web page to specify information
about the vendor of your speech server.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystem > MRCP
ASR > MRCP ASR Providers.
The MRCP ASR Provider Configuration web page opens, displaying the list of
currently configured MRCP Providers, licenses, and the corresponding status.
The following table provides a brief description of these fields.

Field Description
Provider MRCP ASR Providers configured by the Unified CCX
Administrator.
License The number of ASR port licenses purchased from the ASR vendor.
Status Status or state of the subsystem.

Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window.
The MRCP ASR Provider Configuration web page opens.
Step 3 Use this web page to specify the following mandatory fields.

Field Description
Provider Name Enter the name of the MRCP ASR provider supported by Unified CCX.
Number of Provider Licenses The number of ASR port licenses purchased from the ASR vendor.
Grammar Variant Vendor-specific grammar setting. Valid options:
• Nuance Open Speech Recognizer servers (OSR 3.1.x)
• Nuance 8.5 ASR servers (Nuance)
• IBM WVS ASR servers (2003 SISR)

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Step 4 Click Add icon in the tool bar in the upper, left corner of the window or the Add
button that displays at the bottom of this window to apply changes.

Note After you update MRCP ASR/TTS Providers, Servers, and Groups, the
corresponding Provider needs to be Refreshed for changes to take effect. The
Unified CCX Engine does not need to be restarted. However, during a Refresh,
Unified CM Telephony triggers using affected groups will fall back to the dialog
group that is configured and the MRCP Provider being refreshed will go
NOT_CONFIGURED until the reload is complete.

Your changes appear in the MRCP ASR Providers List page. You are now ready
to provision MRCP ASR Servers.

Note If you delete an ASR/TTS provider and all of its associated servers and then create
a new ASR/TTS provider, its status might become IN_SERVICE immediately,
even before you create any servers for it. In this situation, click Refresh for that
ASR/TTS provider, or click Refresh All. These actions change the status of the
ASR/TTS provider to NOT_CONFIGURED.

Related Topics
• Provisioning MRCP ASR Servers, page 7-29
• Provisioning MRCP ASR Dialog Groups, page 7-31

Provisioning MRCP ASR Servers

Use the MRCP ASR Server Configuration web page to specify information about
the speech server’s name, port location, and available language.

Note You must have a MRCP ASR Provider defined before you can provision a MRCP
ASR Server.

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Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystem > MRCP
ASR > MRCP ASR Servers.
The MRCP ASR Server Configuration web page opens, displaying a list of
previously configured servers, if applicable with the following information:

Column Description
Computer Name Host name or IP address in which the ASR server software is installed.
Note ASR server deployment over WAN is not supported in Unified CCX. In
other words, the ASR server should be in the same LAN where Unified CCX
is. Thus, you need to specify the ASR server host name or IP address that is
local with the Unified CCX node while installing the ASR server software
in this field.
Provider The MRCP ASR Provider to which this server is associated.
Port TCP port numbers used to connect to a MRCP server
• OSR 3.1x - 4900
• 2003 SISR - 554
• Nuance - 554
Status Status or state of the subsystem.

Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window to
provision a new MRCP ASR Server.
The MRCP ASR Server Configuration web page opens.
Step 3 Use this web page to specify the following fields.

Field Description
Server Name Host name or IP address of the server where the MRCP ASR server software is
installed.
Provider Name Select the name of the MRCP ASR Provider to which this server is associated from
this drop-down list.

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Field Description
Port Number TCP port numbers that are used to connect to an MRCP server. Though the default
value is shown as 4900, you need to provide any one of the following values in this
field based on the TCP provider or grammar variant you have selected while
configuring an MRCP ASR provider:
• OSR 3.1x - 4900
• 2003 SISR - 554
• Nuance - 554
Locales Languages supported by the ASR Provider. Select a language (or multiple
languages) from the drop-down list and click Add Language; the selected language
appears in the Enabled Language list.
Note Use the check box to disable/enable a language.

Step 4 Click Add to apply changes.

Your changes appear in the MRCP ASR Server list web page. You are now ready
to provision MRCP ASR Groups.

Related Topics
• Provisioning MRCP ASR Providers, page 7-28
• Provisioning MRCP ASR Dialog Groups, page 7-31

Provisioning MRCP ASR Dialog Groups

Use the MRCP Groups Configuration web page to specify information about
MRCP ASR dialog control groups, which enable Unified CCX applications to use
speech recognition.

Note You must have a MRCP ASR Provider defined before you can provision a MRCP
ASR Group. Also, you should configure MRCP ASR Servers for the specific
MRCP Provider before configuring the MRCP ASR Groups. This allows users to
configure languages for the groups based on the languages supported by the
configured servers.

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Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystem > MRCP
ASR > MRCP ASR Dialog Groups.
The MRCP ASR Dialog Group Configuration web page opens to display a list of
preconfigured entries, if applicable with the following information:

Field Description
Group ID Identifier for the group.
Description Description of this dialog group.
Provider Name of the MRCP ASR provider.
Channels Maximum number of sessions.

This web page also displays the Number of Licensed IVR Channels.
Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window to
provision a MRCP ASR Group.
The MRCP ASR Dialog Group Configuration web page opens.
Step 3 Use this web page to specify the following fields:

Field Description
Group ID Associated group ID.
Description Description of this dialog group.
Tip Include languages that will be used by this Group to the
description. Doing so will provide insight to the languages
this Group uses when you set up the dialog group in the
Unified CM Telephony trigger configuration. This also
ensures that the locales used by the application configured in
the Unified CM Telephony trigger match the locales
supported by the MRCP ASR dialog group being selected.
Number Of Provider Licenses Display only.
Number Of Licensed IVR Display only.
Ports

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Field Description
Maximum Number Of sessions Maximum number of sessions associated with this dialog group.
Note You can assign any value for Maximum Number Of Channels,
but restrictions are placed on the system when a call is made.
This restriction is imposed by the number of licensed IVR
ports on your system.

Caution Under heavy load, calls that utilize a channel from an

MRCP ASR Dialog Control Group, might have a reduced
call completion rate as the MRCP channels used by calls
can take some additional time to clean up all the sessions
set up with MRCP resources. To address this situation, you
can overprovision the value of this field by a factor of 1.2
or by an additional 20 percent. For example, if your
application requires 100 MRCP ASR channels, then
modify the value in this field to be 120 MRCP ASR
channels.

Provider Name Select a MRCP Provider name from the drop-down list that contains
a list of all previously defined provider names.
Enabled Languages Select the language(s) that you wish to configure for this group from
the list displayed.
The displayed languages represent the locales configured for all
MRCP ASR servers for the specified provider. If there are no MRCP
ASR servers configured, no languages are displayed. In this case, you
will need to update the group configuration once MRCP ASR servers
have been configured for the specified provider.

Step 4 Click Add to apply changes.

Your changes appear in the MRCP ASR Groups list web page.

Related Topics
• Provisioning MRCP ASR Providers, page 7-28
• Provisioning MRCP ASR Servers, page 7-29

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Provisioning MRCP TTS Subsystem

The MRCP TTS subsystem converts plain text (UNICODE) into spoken words to
provide a user with information or prompt a user to respond to an action.
For example, a company might use TTS to read back a customer’s name, address,
and telephone number for verification before the company ships a requested
product to the customer’s location. Or a customer might dial into a pre-designated
phone number, access a voice portal, and listen to the latest weather report or
stock quotes. TTS can also convert e-mail text to speech and play it back to the
customer over telephone.
To provision the MRCP TTS subsystem, define the following information:
• MRCP TTS Providers—Information about the vendor of your TTS system
(see Provisioning MRCP TTS Providers, page 7-35).

Note If you delete an ASR/TTS provider and all of its associated servers and
then create a new ASR/TTS provider, its status might become
IN_SERVICE immediately, even before you create any servers for it. In
this situation, click Refresh for that ASR/TTS provider, or click Refresh
All. These actions change the status of the ASR/TTS provider to
NOT_CONFIGURED.

• MRCP TTS Servers—Information about the TTS server’s name, port

location, and available languages (see Provisioning MRCP TTS Servers,
page 7-37).
• MRCP TTS Default Genders—Information about the default gender setting
for the Locales specified during TTS Server provisioning (Provisioning
MRCP TTS Default Genders, page 7-39).

Note You will need at least one MRCP TTS Provider for each vendor requiring TTS
server installation.

Related Topics
• Before You Provision ASR/TTS, page 7-26
• Provisioning MRCP ASR Subsystem, page 7-27

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Provisioning MRCP TTS Providers

Use the MRCP TTS Providers Configuration web page to specify information
about the vendor of your TTS server.

Note After you update MRCP ASR/TTS Providers, Servers, and Groups, the
corresponding Provider needs to be Refreshed for changes to take effect. The
Unified CCX Engine does not need to be restarted. However, during a Refresh,
Unified CM Telephony triggers using affected groups will fall back to the dialog
group that is configured and the MRCP Provider being refreshed will go
NOT_CONFIGURED until the reload is complete.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > MRCP
TTS > MRCP TTS Provider.
The MRCP TTS Provider Configuration web page opens. If providers are already
configured, this page lists the provider name and corresponding status. The
following table provides a brief description of these fields:

Field Description
Provider Name MRCP TTS Providers supported by Unified CCX.
Status Status or state of the subsystem.

Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window.
Use this web page to specify the MRCP TTS Provider supported by Unified CCX.
The MRCP TTS Provider Configuration web page reopens. The Provider Name
drop-down list displays the existing MRCP TTS Providers. Choose the MRCP
TTS Provider supported by Unified CCX from this list.

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

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Step 3 Click Add to apply changes.

Your changes appear in the MRCP TTS Provider Configuration web page. You are
now ready to provision MRCP TTS Servers.

Related Topics
• Configuring Default TTS Provider for the Unified CCX System, page 7-36
• Provisioning MRCP TTS Servers, page 7-37
• Provisioning MRCP TTS Default Genders, page 7-39

Configuring Default TTS Provider for the Unified CCX System

Optionally, you can configure a default TTS provider. The Unified CCX Prompt
Manager uses the default TTS provider for rendering TTS prompts if a TTS
provider is not configured in the TTS Prompt. This usually happens in the case of
VXML applications. For additional information on supported VXML tags for
Unified CCX, see Scripting and Development Series: Volume 1, Getting Started
with Scripts for Cisco Unified CCX and Cisco Unified IP IVR, Release 8.5(1).
To configure a default TTS provider, follow these steps.

Step 1 Choose System > System Parameters.

Step 2 In the Default TTS Provider drop down list below Media Parameters section,
select the provider you wish to be the system default. You must select only a
preconfigured TTS provider as the Default TTS Provider.

Note If you are deploying an VXML applications and the only TTS
functionality you need is to play pre-recorded .wav files, select the Cisco
LiteSSMLProcessor option as the Default TTS Provider. This option
allows you to execute SSML that has .wav file references in them.

Step 3 Click Update.

Related Topic
Provisioning MRCP TTS Providers, page 7-35

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Provisioning MRCP TTS Servers

Use the MRCP TTS Servers Configuration web page to configure the TTS
server’s name, port location, and available languages.
You need at least one MRCP TTS Server associated with each configured
provider.

Note You must have a MRCP TTS Provider defined before you can provision a MRCP
TTS Server.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > MRCP
TTS > MRCP TTS Server.
The MRCP TTS Server Configuration web page opens, displaying a list of
previously configured servers, if applicable with the following information:

Column Description
Computer Name Host name or IP address of the server in which the TTS server software is installed.
Note TTS server deployment over WAN is not supported in Unified CCX. In other
words, the TTS server should be in the same LAN where Unified CCX is.
Thus, you need to specify the TTS server host name or IP address that is
local with the Unified CCX node while installing the TTS server software in
this field.
Port TCP port numbers used to connect to a MRCP server:
• IBM WebSphere Voice Server
• Nuance Vocalizer 4.0
• Scansoft Realspeak 4.0
Provider The MRCP TTS Provider to which this server is associated.
Status Status or state of the subsystem.

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Step 2 Click Add MRCP TTS Server icon that displays in the tool bar in the upper, left
corner of the window or the Add New button that displays at the bottom of the
window to provision a new MRCP ASR Server.
The MRCP TTS Server Configuration web page opens.
Step 3 Use this web page to specify the following fields.

Field Description
Server Name Host name or IP address of the server the MRCP TTS server software is installed.
Provider Name Select the name of the MRCP TTS Provider to which this server is associated from
this drop-down list.
Port Number TCP port number used to connect to a MRCP TTS server. The port numbers are
automatically displayed based on the provider or grammar variant that you have
selected while configuring a MRCP TTS provider. Following are the different TCP
Provider names along with their port numbers:
• IBM WebSphere Voice Server V5.1.3 - 554
• Nuance Vocalizer 4.0 - 554
• Scansoft Realspeak 4.0 - 4900
Locales Languages supported by the TTS Provider. Select a language (or multiple
languages) from the drop-down list and click Add Language; the selected language
appears in the Enabled Language list.
Note Use the check box to disable/enable a language.

Step 4 Click Add to apply changes.

Your changes appear in the MRCP TTS Server Configuration web page. You are
now ready to provision MRCP TTS Default Genders.

Note Whenever a new language is added for a MRCP Server—and if this is the first
instance of this language being added for the corresponding MRCP
Provider—then the default gender for that locale and for the specified provider is

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set to Neutral. You should check the MRCP Locales page to review the default
genders that are set automatically per locale per provider. Default genders are
used when a prompt for a specific locale is used without specifying any gender.

Related Topics
• Provisioning MRCP TTS Providers, page 7-35
• Provisioning MRCP TTS Default Genders, page 7-39

Provisioning MRCP TTS Default Genders

Use the MRCP TTS Default Genders Configuration web page to configure the
default gender settings per Locale per Provider. TTS uses default genders when a
prompt for a specific locale is used without specifying the gender.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > MRCP
TTS > MRCP TTS Default Genders.
The MRCP TTS Default Gender Configuration web page opens displaying the
default genders currently configured for each locale for every MRCP TTS
Provider that is currently configured.
Step 2 Optionally, change the default gender setting for each locale for each provider.

Note The Locale radio button has the Male, Female, or Neutral options. By
default, the “Default Gender” is set to “Neutral” unless configured
explicitly.

Step 3 Click Update to apply changes.

The system updates the default gender setting for each Locale per Provider.

Related Topics
• Provisioning MRCP TTS Providers, page 7-35

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• Provisioning MRCP TTS Servers, page 7-37

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Provisioning Unified CCX

To provision the Unified CCX subsystem, you must provision your telephony and
media resources (see the “About Unified CCX Telephony and Media” section on
page 7-1).

Tip This section is common to both the Unified CM and Unified CME deployments.
Where applicable, a note calls attention if a particular section does not apply to
Unified CME.

The following topics introduce the Unified CCX subsystem and explain how to
provision it in the Unified CCX system.
• Configuring RmCm Provider, page 8-2
• Configuring Resource Groups, page 8-4
• Configuring Skills, page 8-7
• Configuring Agents, page 8-10
• Configuring Contact Service Queues, page 8-17
• Configuring and Using Remote Monitoring, page 8-30
• Configuring Agent-Based Routing, page 8-34
• Configuring Teams, page 8-35
• Unified Gateway Auto-Configuration Details, page 8-40

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Configuring RmCm Provider

Configuring RmCm Provider

The Unified CCX Resource Manager (RM) uses a Unified CM/Unified CME
Telephony user (called the RmCm Provider) to monitor agent phones, control
agent states, and route and queue calls. See Installing Cisco Unified Contact
Center Express Release 8.5(1) Guide for detailed instructions on how to configure
the RmCm Provider user.

Note For Unified CME, the concept of RmCm user does not exist. The AXL Service
provider account is used to preform this task.

Note The RmCm user specified through Unified CCX Administration is updated
automatically in Unified CM.

This section contains the following topics:

• Modifying RmCm Provider, page 8-2
• Associating Agent Extensions with the RmCm Provider, page 8-3

Modifying RmCm Provider

Note This section only applies to Unified CCX Deployments with Unified CM.

Caution While Unified CM supports Unicode characters in first and last names, those
characters become corrupted in Unified CCX Administration web pages for
RmCm configuration, Real Time Reporting, Cisco Agent/Supervisor Desktop,
and Historical Reports.

The RmCm Provider web page is a read-only page that displays the latest
configured information. To access this configuration area, choose Subsystems >
RmCm > RmCm Provider from the Unified CCX Administration menu bar. The
RmCm Provider web page opens displaying the following read-only fields.

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Configuring RmCm Provider

Field Description
Primary RmCm Provider The host name or IP address of the Cisco Media Convergence Server
(Cisco MCS) running CTI Manager (Unified CM that runs CTI
Manager).
The RmCm subsystem registers with the CTI Manager so that it can
observe an agent's device when the agent logs in. When the CTI
Manager fails, the RmCm subsystem registers with the second CTI
Manager, if there is one configured.
Secondary RmCm Provider The host name or IP address of the secondary RmCm Provider.
User ID The RmCm user ID.

To modify the RmCm Provider, click Modify RmCm Provider Information

icon in the tool bar in the upper, left corner of the window. The Cisco Unified CM
Configuration web page opens. See Modifying RmCm Provider Information,
page 4-10 for detailed instructions on how to change previously-configured
RmCm provider information.

Related Topic
Modifying RmCm Provider Information, page 4-10

Associating Agent Extensions with the RmCm Provider

Note This section only applies to Unified CCX Deployments with Unified CM.

For every agent/resource created in Unified CM make sure that the agent phone
is also associated with the RmCm Provider. You do this from the Unified CM
User Page for the RmCm Provider. In other words, even though you create the
RmCm User in Unified CCX Administration, you still need to use the Unified CM
interface to associate the RmCm user with an agent phone. These phones are the
same as those associated with each agent (see Assigning Unified CM Users as
Unified CCX Agents, page 4-18).

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For detailed information on Unified CME configuration, see the Configuration

page for Unified CME at
http://www.cisco.com/en/US/products/sw/voicesw/ps4625/tsd_products_support
_configure.html.

Configuring Resource Groups

Resource groups are collections of agents that your CSQ uses to handle incoming
calls. To use resource group-based CSQs, you must specify a resource group.
This section describes:
• Creating a Resource Group, page 8-4
• Modifying an Existing Resource Group Name, page 8-5
• Deleting a Resource Group, page 8-6

Creating a Resource Group

To create a resource group, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm
> Resource Groups.
The Resource Group web page opens with a list of configured resource groups (if
any).
Step 2 Click Add New icon in the tool bar in the upper, left corner of the window or Add
New button at the bottom of the window.
The Resource Group Configuration area opens.
Step 3 In the Resource Group Name field, enter a resource group name.
Enter a name that identifies the resource group to which you want to assign agents
(for example, “Languages”).
Step 4 Click Add.

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The Resource Groups page opens displaying the resource group name in the
Resource Group Name column.

Related Topics
• Modifying an Existing Resource Group Name, page 8-5
• Deleting a Resource Group, page 8-6

Modifying an Existing Resource Group Name

To modify a resource group name, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm
> Resource Groups.
The Resource Group web page opens.
Step 2 In the Resource Group Name column, click the resource group that you want to
modify.
The Resource Group Configuration area opens.
Step 3 Type the name of the resource group in the Resource Group Name text field.
Step 4 Click Update to apply the modifications.
The Resource Groups area opens, displaying the modified resource group name
in the Resource Group Name column.

Related Topics
• Creating a Resource Group, page 8-4
• Deleting a Resource Group, page 8-6

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Deleting a Resource Group

When you delete a resource group, the resource group is removed automatically
if it is not associated with any agents and CSQs. If the resource group is associated
with any agents or CSQs and if you click Delete, then you will be directed to
another web page, where you can see a list of the associated CSQs and agents and
you are prompted to confirm whether you want to delete the same.

Tip To delete resource groups, you can use the following procedure or open a
Resource Group and click Delete icon or button in the Resource Group
Configuration web page.

To delete a resource group, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm
> Resource Groups.
The Resource Group web page opens.
Step 2 Click Delete icon next to the name of the Resource Group that you want to delete.
A dialog box opens, warning that the resource group is about to be permanently
deleted
Step 3 Click Continue.
The resource group is deleted.

Related Topics
• Creating a Resource Group, page 8-4
• Modifying an Existing Resource Group Name, page 8-5

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Configuring Skills
Skills are customer-definable labels assigned to agents. All the Unified CCX
license packages can route incoming calls to agents who have the necessary skill
or sets of skill to handle the call.
This section describes:
• Creating a Skill, page 8-7
• Modifying an Existing Skill Name, page 8-8
• Deleting a Skill, page 8-9

Creating a Skill
To create a skill, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm
> Skills.
The Skills web page opens to display the Skill Name (customer-definable label
assigned to an agent), if configured.

Step 2 Click Add New icon in the tool bar in the upper, left corner of the window or Add
New button at the bottom of the window.

Note When the system reaches the maximum number of skills that can be
created, the Add New icon or button no longer appears.

The Skill Configuration web page opens.

Step 3 In the Skill Name field, enter a description of a relevant skill (for example,
French).
Step 4 Click Add.

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The Skills web page opens, showing the skill in the Skill Name column and the
total number of skills that exist in the system. You can add a maximum of 150
skills.

Related Topics
• Modifying an Existing Skill Name, page 8-8
• Deleting a Skill, page 8-9

Modifying an Existing Skill Name

To modify a skill name, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm
> Skills.
The Skills web page opens.
Step 2 In the Skill Name column, click the skill that you want to modify.
The Skill Configuration web page opens.
Step 3 Modify the name of the skill in the Skill Name text field.
Step 4 Click Update to apply the modifications.
The Skills Configuration summary opens, displaying the modified skill name in
the Skill Name column.

Related Topics
• Creating a Skill, page 8-7
• Deleting a Skill, page 8-9

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Deleting a Skill
When you delete a skill, the skill is removed automatically if it is not associated
with any agents and CSQs. If the skill is associated with any agents or CSQs and
if you click Delete, then you will be directed to another web page, where you can
see a list of the associated CSQs and agents and you are prompted to confirm
whether you want to delete the same.

Tip To delete skills, you can use the following procedure or open a skill and click
Delete icon or button in the Skills Configuration web page.

To delete a skill, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm.
> Skills.
The Skills web page opens.
Step 2 Click Delete icon next to the name of the skill that you want to delete.
A dialog box opens, warning that the skill is about to be permanently deleted.
Step 3 Click Continue.
The skill is deleted.

Related Topics
• Creating a Skill, page 8-7
• Modifying an Existing Skill Name, page 8-8

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Configuring Agents
Once the end users in Cisco Unified Communications1 are defined as agents, the
list of agents and their associated Unified CCX devices are displayed in the
Subsystems > RmCm > Resources page. These agents are also called resources.
After you create a resource group, you can assign agents (resources) to that group.
If you have Unified CCX Standard license package, you can add skills to agents
once the skills have been created. You can also select the competence level of the
agent(s) in assigned skills. Competence level indicates the agent’s level of
expertise in that skill.
You can assign resource groups and skills to agents either individually or in bulk.
The bulk option enables you to assign skills and resource groups to multiple
agents at the same time.
Once you assign agents to resource groups and skills, you can create a CSQ (see
Configuring Contact Service Queues, page 8-17).
This section describes:
• Implications of Deleting Agents in Unified CM, page 8-11
• Assigning Resource Groups and Skills to One Agent, page 8-12
• Assigning Resource Groups and Skills to Multiple Agents, page 8-14
• Removing Skills from Agents, page 8-16

Related Topics
• Assigning Unified CM Users as Unified CCX Agents, page 4-18
• Modifying an Existing Resource Group Name, page 8-5
• Deleting a Resource Group, page 8-6

1. Unified Communications users in a Unified CM deployment refers to a Unified CM

user. Unified Communications users in a Unified CME deployment refers to a
Unified CCX user. End users or agents in a Unified CME deployment is created in
the Unified CCX.

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Implications of Deleting Agents in Unified CM

Note This section only applies to Unified CCX Deployments with Unified CM.

If you modify an agent’s record in Unified CM (for example, changing the

Unified CCX extension or deleting the agent), ensure to refresh the user page on
Unified CCX Administration interface so that the agent’s information in the
Unified CCX RmCm subsystem is updated. Choose Subsystems > RmCm >
Resources option to update the Unified CCX information in the Unified
CCX Administration any time. If you change the Unified CCX extension of an
agent who is currently logged in, the agent will continue to use the old extension
until the agent logs off. The agent must log off and then log back in to the
Cisco Agent Desktop to get the new extension.
When Unified CCX detects that the agent no longer exists in Unified CM, it does
not automatically delete that agent from the Unified CCX database. Instead, the
Unified CCX Resources page displays a new link called Inactive Agents. When
you click this link, Unified CCX displays a list of agents deleted from Unified CM
but still existing in the Unified CCX database. In this case, select the agents to
delete from Unified CCX by checking the check box next to the required agent (or
select all agents for deletion by clicking Check All). Then click Delete to remove
the selected agents from the Unified CCX database. Unless you follow this
procedure, agents deleted in Unified CM will continue to appear in the agents list
in the Unified CCX Resources page, but they will not be able to log in as the
Unified CM authentication will not be successful.

Caution Deleting Inactive Agents removes the agent details and records from the
Historical Reporting Database and HR reports will not display historical
information of these agents. 
If Unified CM connection errors have occurred, all agents will not be visible to
Unified CCX. In this case, Unified CCX interprets these agents as deleted agents.
As a result, the Inactive Agents list will not be accurate. When the errors are
resolved, click Inactive Agents again to see an accurate list.

Related Topics
• Defining Unified CM Users as Agents, page 4-13
• Assigning Resource Groups and Skills to One Agent, page 8-12

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• Assigning Resource Groups and Skills to Multiple Agents, page 8-14

• Removing Skills from Agents, page 8-16

Assigning Resource Groups and Skills to One Agent

To assign a resource group and skills to an individual agent, complete the
following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm
> Resources.
The Resources web page opens.

Note Only agents or supervisors who have assigned Unified CCX extensions
are displayed in the list of resources in the Resources area.

Step 2 Use this web page to view the following fields.

Field Description
Resource Name Name of the agent.
Resource Group Resource group to which the agent has been assigned.
IPCC Extension Unified CCX Extension assigned to the resource group.
Team Team to which the agent belongs.

Step 3 Click the name of the agent in the Resource Name column.
The Resource Configuration web page opens.
Step 4 Use this web page to specify the following fields.

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Field Description
Resource Name Name of the agent (Display only).
Resource ID Unique identifying number of the agent (Display only). This is the 
alpha-numeric user id assigned in the Unified CM End User Configuration
page.
Unified CCX Extension Unified CCX Extension assigned to the resource group (Display only). This
is the IP Phone extension assigned to the user from the Unified CM End
User Configuration page as IPCC Extension.
Resource Group A resource group with which to associate the agent. (Optional).
Automatic Available Accept the default (Enabled) to automatically put the agent into the
Available or Ready state after the agent finishes a call and disconnects.
Note When a logged on agent in Ready, Not Ready, or Work state
answers a call, the agent’s state is subject to the Automatic
Available setting. (See Creating a CSQ, page 8-18.)
Assigned/Unassigned Select one or more skills from the Unassigned Skills list and click < to add
Skills the skills to the Assigned Skills List.
Select one or more skills from the Assigned Skills List and click > to
remove skills from the Unassigned Skills list.
You can assign up to 50 skills to the agent.
Note You can change the competency level of one skill at a time, only.
You cannot change skill competency level as a bulk procedure.
Competence Level Select a skill from the Assigned Skills list and choosing a number from the
Competence Level drop-down menu
Changes the competence level of an assigned skill (1 = Beginner, 10 =
Expert).
Team A group of agents who assign the team to which the resource belongs.

Step 5 Click Update to apply the changes.

The Resources area of the RmCm Configuration summary web page opens, and
the agent is now assigned to the resource group and skills (if skills were assigned).

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Related Topics
• Implications of Deleting Agents in Unified CM, page 8-11
• Assigning Resource Groups and Skills to Multiple Agents, page 8-14
• Removing Skills from Agents, page 8-16

Assigning Resource Groups and Skills to Multiple Agents

To assign resource groups and skills to agents in bulk, complete the following
steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, Subsystems > RmCm > Assign
Skills.
The Assign Skills summary web page opens.

Tip Only agents or supervisors who have assigned Unified CCX extensions
are displayed in the list of resources in the Resources area.

Step 2 Use this web page to view the following fields:

Field Description
Resource Name Contains the agent’s name.
Resource Group Contains the resource group assigned to the agent.
Cisco Unified CCX Contains the Unified CCX extension of the agent.
Extension

Step 3 In the Resource Name column, check the check box beside each agent to whom
you want to assign set of same resource group and skills. In the Resource Name
column, check the check box next to each agent you want to assign set of same
resource group and skills.

Note You can check the Select All check box to select all agents.

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The Skill summary web page shows the total number of skills created.
Step 4 Click Add Skill icon that displays in the tool bar in the upper, left corner of the
window or the Add Skill button that displays at the bottom of the window.
The Add Skill web page opens.
Step 5 Use this web page to specify the following fields.

Field Description
Resource Group To assign a resource group to all the selected agents, choose a resource
group from the Resource Group drop-down menu.
Skills to Add Select one or more skills from the Skills list and click < to add the skills to
the Skills to Add List.
Note The Skills to Add list contains all skills, not just the skills that
agents already have.
Skills List of the available skills.
Competence Level Select a skill from the Assigned Skills list and choosing a number from the
Competence Level drop-down menu

Step 6 Click Update to apply the changes.

The Assign Skills area of the RmCm Configuration web page opens, and the
agents are now assigned to the resource group and skills (if skills were assigned).

Related Topics
• Implications of Deleting Agents in Unified CM, page 8-11
• Assigning Resource Groups and Skills to One Agent, page 8-12
• Removing Skills from Agents, page 8-16

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Removing Skills from Agents

Note If a resource is not assigned a skill you attempt to remove, the resource is not
updated. However, the system will still generate a related message.

To remove skills from agents, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm
> Assign Skills.
The Assign Skill summary web page opens.
Step 2 In the Resource Name column, click the check box next to the agent(s) you want
to remove skills from.

Note You can click Select All check box to select all agents.

Step 3 Click Remove Skill icon that displays in the tool bar in the upper, left corner of
the window or the Remove Skill button that displays at the bottom of the window.
The Remove Skill Configuration web page opens.
Step 4 Use this web page to specify the following fields.

Field Description
Skills to Remove List of skills that can be removed from the selected agents.
Skills List of the skills not assigned to the agents.
Update Click this button to apply changes.
Cancel Click this button to cancel changes.

Step 5 Remove skills by choosing one or more skills from the Skills list and clicking >
to move the skills to the Skills to Remove list.
Step 6 Click Update to apply the changes.

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The Assign Skills area of the RmCm Configuration web page opens, and the
agents are no longer assigned to the skills.

Related Topics
• Implications of Deleting Agents in Unified CM, page 8-11
• Assigning Resource Groups and Skills to One Agent, page 8-12
• Assigning Resource Groups and Skills to Multiple Agents, page 8-14

Configuring Contact Service Queues

The Contact Service Queue (CSQ) controls incoming calls by determining where
an incoming call should be placed in the queue and to which agent the call is sent.
After you assign an agent to a resource group and skills, you need to configure the
CSQs.
You assign agents to a CSQ by associating a resource group or by associating all
skills of a particular CSQ. Agents in the selected resource group or having all the
selected skills are assigned to the CSQ.
Skills within the CSQ can be ordered. This means, when resources are selected,
a comparison is done based on the competency level (highest for “most skilled”
and lowest for “least skilled”) of the first skill in the list. If there is a “tie,” then
the next skill within the order is used, and so on.
Skills within the CSQ can also be weighted. The weight value is an integer from
1 to 1000. Each competency level is multiplied by the skill's associated weight,
and a final comparison is done on the sum of all the weighted skill competencies
(highest value for “most skilled” and lowest for “least skilled”).

Note For an example of using skill order and weight to determine agent competency
level, see “Resource Pool Selection Criteria: Skills and Groups” section on
page 8-26.

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The maximum number of CSQs in the system depends on the type of server on
which the engine is running. For example, in Unified CCX Release 8.5(1), the
following numbers apply:
• MCS-7845 (or equivalent platform): 150 CSQs
• All other platforms: 25 CSQs
For more information, see the Unified CCX Data Sheets at
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_literature.html
.
Each agent can belong to up to 25 CSQs. To ensure that agents are not assigned
to more than 25 CSQs, click Resources submenu option in the RmCm
Configuration web page, and click Open Resources Summary Report icon. The
report opens, listing each agent and the number of CSQs to which the agent
belongs. If the agent belongs to more than 25 CSQs, modify the skills and
resource groups to which the agent is assigned so that the agent does not belong
to more than 25 CSQs.
This section describes the following procedures:
• Creating a CSQ, page 8-18
• Modifying an Existing CSQ, page 8-24
• Deleting a CSQ, page 8-25
• Resource Pool Selection Criteria: Skills and Groups, page 8-26
• Resource Skill Selection Criteria Within a CSQ, page 8-28

Creating a CSQ
To create a new CSQ and assign agents, complete the following steps.

Note See Configuring Contact Service Queues, page 8-17 for the number of CSQs that
you can create on your system.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm
> Contact Service Queues.

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The Contact Service Queues web page opens.

Step 2 Use this web page to view the following fields:

Field Description
Name Name of the resource or skill group.
Contact Queuing Criteria Algorithm used to order the queued calls (contacts).
Resource Pool Selection Model The resource selection criteria chosen for this CSQ.
Resource Pool The skills or resource group used for this CSQ.
CSQ Type The type of the CSQ.
Delete Deletes the selected CSQ.

Step 3 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window.
The Contact Service Queue Configuration web page opens.

Note If this link does not appear on the page, it means that the system has
reached the maximum number of CSQs that can be created. The CSQ
Summary page displays the total number of created CSQs.

Step 4 Use this web page to specify the following fields.

Field Description
Contact Service Enter a meaningful name that is concise, yet easy to recognize (for example,
Queue Name LanguageExperts). This is a mandatory field.
Contact Service Select one of the following options from this drop-down menu:
Queue Type
• Voice (default)—Agents in this CSQ can handle inbound voice calls.
• Email—Agents in this CSQ can handle inbound email.

Note If you select Email CSQ type, you can configure only the Resource Pool
Selection Model field. All other fields are not configurable.

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Field Description
Contact Display-only. Displays the criteria used for queuing the contacts. For example, First
Queuing In, First Out (FIFO).
Criteria
Automatic Determines whether agents in this CSQ automatically enter Work state after a call.
Work This is a mandatory field. Options are:
• Enabled—Causes the agents to go into Work state automatically when a call
ends.
• Disabled (default)—Causes agents to enter Ready or Not Ready state when a call
ends, depending on the Automatic Available setting for the agent.
Note For more information, see Assigning Resource Groups and Skills to One
Agent, page 8-12.
Wrapup Time Determines the length of the workstate for this CSQ after a call. Options are:
• Enabled button with seconds field—The seconds field specifies the length of the
workstate phase (greater than 0 second but less than 7200 seconds).
• Disabled—No limit on how long the agent can stay in the workstate.
Resource Pool Select one of the following options from the drop-down menu:
Selection Model
• Resource Skills—To create a skills-based CSQ.
• Resource Group—To create a resource group-based CSQ.
Note This is a mandatory field. For information about choosing between
skill-based or group-based selection, see “Resource Pool Selection Criteria:
Skills and Groups” section on page 8-26.
Service Level The target maximum number of seconds a call is queued before it is connected to an
agent. This is a mandatory field.
Service Level The target goal for percentage of contacts that meet the service level. This is a
Percentage mandatory field.
For example, a call center that has a service level of 20 and a service level percentage
of 80 percent has a goal of answering 80 percent of its calls within 20 seconds.

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Field Description
Prompt .wav prompt file to associate with the CSQ. You can retrieve the prompt file that you
select from this Prompt drop-down list using the Create CSQ Prompt Step in the
Unified CCX Editor.
In the Unified CCX Editor, Create CSQ Prompt Step is one of the steps used to create
scripts for the Unified CCX engine. In this step, you need to give the CSQ ID that is
displayed as the last number in the AppAdmin address bar of the web page that is
displayed when you click on an existing CSQ. For example, the CSQ ID will be 3 if
the address bar of an existing CSQ Configuration web page ends with “&csdid=3”.
When the script executes, it will return the prompt associated with the specific CSQ
ID. Use the Play Prompt Step within the script to play this prompt.
See the Cisco Unified CCX Editor Step Reference Guide for detailed information on
scripting.

Step 5 Click Next.

The second Contact Service Queue Configuration area opens with the
newly-assigned CSQ Name.
Step 6 Select an option from the Resource Selection Criteria drop-down menu.

Note The Resource Selection Criteria field is displayed only if you have
selected the CSQ type as Voice. This field is not configurable for an
E-mail CSQ type.

Note The Resource Pool Selection Model settings determine the options
available in this drop-down menu.

• Longest Available—Selects the agent who has been in the Available state for
the longest amount of time.
• Most Handled Contacts—Selects the agent who has answered the most
handled calls.
• Shortest Average Handle Time—Selects the agent who generally spends
the least amount of time talking to customers.

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• Most Skilled—Used for expert agent call distribution. Selects the agent with
the highest total competency level. The total competency level is determined
by adding the agent’s competency levels for each of their assigned skills that
are also assigned to the CSQ.
– Example 1: If Agent1 is assigned Skill1(5), Skill2(6), and Skill3(7) and
CSQ1 specifies Skill1(min=1) and Skill3(min=1), the total competency
level for Agent1 for CSQ1 is 12.
– Example 2: If Agent1 is assigned Skill1(5) and Skill2(6) and Skill3(7)
and CSQ1 specifies Skill1(min=1), only, the total competency level for
Agent1 for CSQ1 is 5.
• Least Skilled—Used for expert agent call distribution. Selects the agent with
the lowest total competency level. The total competency level is determined
by adding the agent’s competency level in each assigned skill.
• Most Skilled by Weight— Used for expert agent call distribution. Selects the
agent with the highest total competency level multiplied by the skill’s
associated weight.
• Least Skilled by Weight—Used for expert agent call distribution. Selects the
agent with the lowest total competency level multiplied by the skill’s
associated weight.
• Most Skilled by Order— Used for expert agent call distribution. Selects the
agent with the highest total competency level in the ordered list.
• Least Skilled by Order— Used for expert agent call distribution. Selects the
agent with the lowest total competency level in the ordered list.

Note If two or more agents have equal competency level, then the selection
automatically defaults to Longest Available selection criteria.

Step 7 Specify the following settings, as necessary:

Note The Resource Pool Selection Model setting determines the availability of
these options.

a. Use the Select Skills list to highlight the skills you want; click Add button
next to the list.

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b. Specify a Minimum Competence Level for the skills assigned to the CSQ.
Depending on the Resource pool criteria you chose, specify a Weight value
between 1 and 1000.
c. If the Resource Selection Criteria is Most Skilled by Order or Least Skilled
by Order, use the arrow icons to order the skills by moving them up or down
in the list.

Note Use the Delete icon next to a skill to delete that skill from the Skills
Required list.

Step 8 If you selected one of the Least/Most Skilled options as shown in the bulleted list
below for the Resource Selection Criteria, you can view the agent order using
Show Resources icon or button.

Note The order of the agents determines the priority, the agent at the top of the
list having the highest priority.

To change the order of the agents belonging to the CSQ, you should modify the
skill set of the agents. The Least/Most Skilled Resource Selection Criteria option
comprises the following:
• Most Skilled
• Least Skilled
• Most Skilled by Order
• Least Skilled by Order
• Most Skilled by Weight
• Least Skilled by Weight
Step 9 If you selected Resource Groups as the Resource Pool Selection Model on the
previous page, follow these steps:
a. Select an option from the Resource Selection Criteria drop-down menu:
– Longest Available—Selects the agent who has been in the Available
state for the longest amount of time.
– Linear—Selects the next available agent with the highest priority, as
determined by the agent order in the Resources list.

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– Circular—Selects the next available agent with the highest priority,

based on the last agent selected and the agent order in the Resources list.
– Most Handled Contacts—Selects the agent who has answered the most
handled calls.
– Shortest Average Handle Time—Selects the agent who generally
spends the least amount of time talking to customers.
b. Choose the resource group for this CSQ from the Resource Group drop-down
menu.
c. Click Show Resources icon to show all agents who meet the specified
criteria.
d. If you selected Linear or Circular as the Resource Selection Criteria, if
necessary, rearrange the order of agents in the Resources list by highlighting
an agent and using the up and down arrows to move the agent in the list.
e. Click Add to apply changes and update the system.
The new CSQ is now displayed, and all agents who belong to the resource group
or all selected skill groups are now a part of this CSQ.

Related Topics
• Modifying an Existing CSQ, page 8-24
• Deleting a CSQ, page 8-25
• Resource Pool Selection Criteria: Skills and Groups, page 8-26
• Resource Skill Selection Criteria Within a CSQ, page 8-28

Modifying an Existing CSQ

Note Changes take effect when all agents affected by the changes have left the Ready
state.

To modify an existing CSQ, complete the following steps.

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Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm
> Contact Service Queues.
The Contact Service Queues web page opens.
Step 2 In the Name list, click the CSQ that you want to modify.
The Contact Service Queue Configuration page opens.
Step 3 Modify the Contact Service Queue Configuration information as necessary.

Note Click Next icon that displays in the tool bar in the upper, left corner of the window
or the Next button that displays at the bottom of the window to view and update
the remaining fields.

Step 4 Click Update icon in the top of the window or the Update button that displays at
the bottom of the window to apply the modifications.

Related Topics
• Creating a CSQ, page 8-18
• Deleting a CSQ, page 8-25
• Resource Pool Selection Criteria: Skills and Groups, page 8-26
• Resource Skill Selection Criteria Within a CSQ, page 8-28

Deleting a CSQ
When you delete a CSQ, any skills or resource groups assigned to that CSQ are
automatically removed from the CSQ, and any application using that CSQ can no
longer access it. Before deleting the CSQ, change the applications to use a
different CSQ. If the application is using a CSQ when the CSQ is deleted, new
incoming calls will get an error and existing queued calls will not be routed to
agents.

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To delete a CSQ, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm
> Contact Service Queues.
The Contact Service Queues web page opens.
Step 2 Click Delete icon next to the name of the CSQ that you want to delete.

Note You can also delete a CSQ from its Contact Service Queue Configuration
page using the Delete icon or button.

Related Topics
• Creating a CSQ, page 8-18
• Modifying an Existing CSQ, page 8-24
• Resource Pool Selection Criteria: Skills and Groups, page 8-26
• Resource Skill Selection Criteria Within a CSQ, page 8-28

Resource Pool Selection Criteria: Skills and Groups

The resource selection criteria available for CSQs with Resource Skills is
different from that of CSQs with Resource Groups.
Example—In a banking application with two skills (Banking and CreditCard) and
one Resource Group (General Queries), assume that the following agents, skills,
and resource groups are defined:

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Agent ID Assigned Skills Resource Group

Agent1 Banking (Competence Level 10) GeneralQueries
CreditCard (Competence Level 6)
Agent2 Banking (Competence Level 5) GeneralQueries
CreditCard (Competence Level 10)
Agent3 None GeneralQueries

In addition, suppose you had the following Contact Service Queue information
defined:

Table 8-1 Agent Skill and Resource Group Settings

Resource Pool Resource Selection Available

CSQ Name Selection Model Criteria Skill/Competence Agents
CSQ1 Resource Skills Most Skilled Banking Agent1
Minimum competency: 5 Agent2
CSQ2 Resource Skills Most Skilled CreditCard Agent1
Minimum competency: 5 Agent2
CSQ3 Resource Group Longest Available GeneralQueries Agent1
Agent2
Agent3

In this scenario, if a caller calls with a question about CreditCard information and
there are no CSQs currently available with CreditCard skills (that is, Agent1 and
Agent2), there is a possibility for Agent3—who has no CreditCard skill—to get
selected as the Longest Available Agent.
To avoid such a situation, you could design the script to always look into CSQ2
for available agents since it has the highest competency of 10 for CreditCard, and
agent selection here is based on most skilled.

Note If two or more agents have equal competency level, then the selection
automatically defaults to Longest Available selection criteria.

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Related Topics
• Creating a CSQ, page 8-18
• Modifying an Existing CSQ, page 8-24
• Deleting a CSQ, page 8-25
• Resource Skill Selection Criteria Within a CSQ, page 8-28

Resource Skill Selection Criteria Within a CSQ

Resource selection within a CSQ is based on the resource competency levels of
the skills associated to the CSQ. You can choose between the most and least
skilled.
The Unified CCX system defines a Level 10 competency to be the highest skill
level, while a Level 1 denotes the lowest skill level. When more than one skill is
involved, each skill is given the same weight, meaning no preference is given to
any skill. A comparison is performed on the sum of all the competency levels for
the associated skills. (Skills assigned to resources but not associated to the CSQ
are ignored.) In the case of a tie when skill competencies are equal, the resource
that has been ready for the longest amount of time will be chosen.
The following table provides examples of how Unified CCX selects resources
within a CSQ.

Table 8-2 Resource Skill Selection Criteria

Agent Competency Sequence Agents

Example CSQ Skills Levels Become Ready Selection Order
Most skilled Technical Agent A = 10 A, B C A, B, C
resource selection Support C, A, B A, B, C
Agent B = 10
model
Agent C = 5 A, C, B A, B, C
C, B, A B, A, C
Least skilled Technical Agent A = 10 A, B, C C, A, B
resource selection Support C, A, B C, A, B
Agent B = 10
model
Agent C = 5 A, C, B C, A, B
C, B, A C, B, A

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Table 8-2 Resource Skill Selection Criteria

Agent Competency Sequence Agents

Example CSQ Skills Levels Become Ready Selection Order
Note The ordering in the two examples above are not opposite because the selection criteria has
changed from most to least skilled—when competency levels are equal, both selection models
choose the resources that have been available for the longest time.
Most skilled Sales Agent A = Sales (10) A, B, C A, B, C
resource selection Support Support (5) C, A, B A, B, C
model
Agent B = Sales (5), A, C, B A, B, C
Support (10)
C, B, A B, A, C
Agent C = Sales (5)
Support (1)
Least skilled Sales Agent A = Sales (10) A, B, C C, A, B
resource selection Support Support (5) C, A, B C, A, B
model
Agent B = Sales (5), A, C, B C, A, B
Support (10)
C, B, A C, B, A
Agent C = Sales (5)
Support (1)

Related Topics
• Creating a CSQ, page 8-18
• Modifying an Existing CSQ, page 8-24
• Deleting a CSQ, page 8-25
• Resource Pool Selection Criteria: Skills and Groups, page 8-26

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Configuring and Using Remote Monitoring

Configuring and Using Remote Monitoring

Note This section only applies to Unified CCX Deployments with Unified CM.

The Unified CCX Remote Monitoring feature allows a supervisor to call into any
site where the supervisor has a Unified CM user profile and monitor an agent’s
conversation.

Note The incoming and outgoing streams to/from the agent phone and the outgoing
stream to the supervisor phone must have the same encoding with only G.711
being supported.

When you, as a supervisor, monitor a conversation, you can hear all parties on the
call. The parties will have no indication that you are monitoring the call. You
cannot join the call or be heard by the parties. This is referred to as silent
monitoring.
With Remote Monitoring, you can choose to monitor a call in either of these
ways:
• By resource (agent)—In this case, you identify the resource by agent
extension. If the agent is on a call, monitoring will begin immediately. If the
agent is not on a call, monitoring will begin when the agent is presented with
a call (that is, when the agent’s phone rings) or when the agent initiates a call
(that is, when the agent’s phone goes off-hook).
• By CSQ—In this case, you will monitor the call of an agent who belongs to
the CSQ. When you monitor by CSQ, you select the CSQ from a menu. When
a call is presented to an agent who belongs to the selected CSQ, monitoring
will begin for that agent and call.

Note For CSQ monitoring, the supervisor cannot start monitoring the call after it
connects to the agent; the call must arrive at the agent after supervision begins.
For agent monitoring, supervision can begin after the call connects to the agent.

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This section describes the steps needed to configure Remote Monitoring:

• Creating a Remote Monitoring Supervisor, page 8-31
• Assigning Resources and CSQs to a Supervisor, page 8-32

Related Topics
• Configuring Remote Monitoring Application, page 6-16
• Viewing CSQ IDs for Remote Monitoring, page 15-8

Creating a Remote Monitoring Supervisor

Note This section only applies to Unified CCX Deployments with Unified CM.

Use the User Management web page to assign supervisor privileges to a user.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Tools > User
Management > Supervisor Capability View.
The User Configuration web page opens displaying the list in two panes. The left
pane displays the list of existing Unified CCX Supervisors and the right pane
displays the list of Available Users.

Step 2 Change the users as required using the arrow in either direction.
Your changes are dynamically displayed in this page and are effective
immediately.
Step 3 Repeat this process as needed to assign the Supervisor capability for more than
one user.

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Click Back to User List icon that displays in the tool bar in the upper, left corner
of the window or the Back to User List button that displays at the bottom of the
window to view the list of existing users. This web page display the following
fields.

Field Description
User Id Unique identifier of the user for which the spoken name is to be uploaded.

Note The User Id must be numerical.

First Name The first name for each user. You can sort this field alphabetically.
Last Name The last name for each user. You can sort this field alphabetically.
Capability The capability assigned for each user. You can sort this field alphabetically.

Related Topics
• Configuring and Using Remote Monitoring, page 8-30
• Assigning Resources and CSQs to a Supervisor, page 8-32
• Configuring Remote Monitoring Application, page 6-16
• Viewing CSQ IDs for Remote Monitoring, page 15-8

Assigning Resources and CSQs to a Supervisor

Note This section only applies to Unified CCX Deployments with Unified CM.

Use the Remote Monitor configuration web page to assign a Supervisor a list of
Resources and CSQs that he/she is allowed to monitor.

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Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm
> Remote Monitor.
The Remote Monitor web page opens to display the Supervisor, Name, and User
ID of Unified CM users who are Unified CCX supervisors (if configured).

Note The Remote Monitor submenu option is available only if you are using
Unified CCX Premium license package.

Step 2 Click a User ID value.

Note This is a Unified CM user configured as a Unified CCX supervisor. (see

Creating a Remote Monitoring Supervisor, page 8-31).

The Remote Monitor Configuration web page opens.

Step 3 Use this web page to specify the following fields.

Field Description
Contact Service Queues Name (Check box.) CSQ Names the supervisor can monitor.
Resources (Check box.) User IDs of agents the supervisor can monitor.

Step 4 Click Update to apply the changes.

The Remote Monitor area of the RmCm Configuration web page reappears.
The Supervisor can now access the Unified CCX Supervisor web page and view
the allowed CSQs and agents.

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Tip When running the Remote Monitoring script, you might need to provide
a CSQ ID. This ID is internally generated and is only visible on the
Unified CCX Supervisor page (see Viewing CSQ IDs for Remote
Monitoring, page 15-8).

Related Topics
• Configuring and Using Remote Monitoring, page 8-30
• Creating a Remote Monitoring Supervisor, page 8-31
• Configuring Remote Monitoring Application, page 6-16
• Viewing CSQ IDs for Remote Monitoring, page 15-8

Configuring Agent-Based Routing

Agent-based routing provides the ability to send a call to a specific agent, rather
than any agent available in a CSQ.
Use the Agent Based Routing Settings web page to configure system-wide
parameters to be used in an agent-based routing application.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm
> Agent Based Routing Settings. The Agent-Based Routing Settings area opens.

Note The Agent Based Routing Settings is available only if you are using
Unified CCX Enhanced or Premium license packages.

Step 2 Use this web page to specify the following fields.

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Field Description
Automatic Work Determines if agents automatically move to the Work state after a call.
• Enabled—Causes agents to go into Work state automatically when a call ends.
• Disabled (default)—Causes agents to enter Ready or Not Ready state when a
call ends, depending on the Automatic Available setting for the agent.
Wrapup Time Determines if agents automatically enter Wrapup after a call.
• Enabled button with seconds field—Controls how long the agent can stay in
the Work state if Automatic work is enabled. The seconds field specifies the
Wrapup time length (greater than 0 second but less than 7200 seconds).
• Disabled (default)—No limit of how long the agent can stay in the Work state
if Automatic Work is enabled.

Step 3 Click Save icon that displays in the tool bar in the upper, left corner of the window
or the Save button that displays at the bottom of the window to apply changes.

Wrap-Up Data Usage

Contact centers use wrap-up data to track the frequency of activities or to identify
the account to which a call is charged, and other similar situations. Like reason
codes, wrap-up data descriptions are set up by your system administrator to reflect
the needs of your contact center. By default this feature is disabled.
If the wrap-up data feature is enabled in Cisco Desktop Administration, the agent
will see a pop-up window when he moves to work state in which he can select the
appropriate description that sums up the call outcome.
See the Cisco Desktop Administrator User Guide for more information.

Configuring Teams
A team is a group of agents who report to the same supervisor. A team can have
one primary supervisor and optional secondary supervisor(s). A supervisor can
also monitor CSQs that are assigned to the team being supervised.

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Barge-in is when a supervisor joins an existing call between an agent and a

customer.
Intercept is when the supervisor joins a call and drops the agent from the call.
A default team is automatically created by the system and cannot be deleted. If
agents are not assigned to any team, they belong to the default team. When an
agent is assigned to a team, the team’s supervisor can barge-in and intercept any
call being handled by the agent.

Note Before creating a team, you must set up supervisors using the User Management
page.

This section describes:

• Creating a Team Supervisor, page 8-36
• Creating Teams, page 8-37
• Modifying Agents on Teams, page 8-39
• Deleting a Team, page 8-39

Creating a Team Supervisor

You can use the following procedure to view a list of all users. Double-click the
required user and change the capability for that user to Supervisor.
Use the User Management web page to assign supervisor privileges to a user.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Tools > User
Management > Supervisor Capability View.
The User Configuration web page opens displaying the list in two panes. The left
pane displays the list of existing Unified CCX Supervisors and the right pane
displays the list of Available Users.

Step 2 Change the users as required using the arrow in either direction.
Step 3 Click Update to save your changes so that they are effective immediately.

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Click Back to User List icon that displays in the tool bar in the upper, left corner
of the window or the Back to User List button that displays at the bottom of the
window to view the list of existing users. This web page display the following
fields.

Field Description
User Id Unique identifier of the user for which the spoken name is to be uploaded.

Note The User Id must be numerical.

First Name The first name for each user. You can sort this field alphabetically.
Last Name The last name for each user. You can sort this field alphabetically.
Capability The capability assigned for each user. You can sort this field alphabetically.

Related Topics
• Creating Teams, page 8-37
• Modifying Agents on Teams, page 8-39
• Deleting a Team, page 8-39

Creating Teams
Use the Teams area of the RmCm Configuration web page to create or associate
teams with various agents, CSQs, and supervisors.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm
> Teams.
The Teams web page opens displaying the following fields.

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Field Description
Team Name Name for the team.
Primary Supervisor (Drop-down list.) Primary supervisor for the team.
The drop-down list contains users designated as supervisors on the User
Management web page.

Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window.
The Team Configuration page appears.
Step 3 Use this web page to specify the following fields.

Note Primary and secondary supervisors are users configured as Unified CCX
supervisors (see Creating a Team Supervisor, page 8-36).

Field Description
Team Name Name for the team. This is a mandatory field.
Primary Supervisor Assign a Primary supervisor for the team from this drop-down list.
Secondary Supervisors / Use the arrow buttons to assign secondary supervisors for the team.
Available Supervisors
Assigned Resources / Available Use the arrow buttons to assign or remove resources for the team
Resources from the available resources.
Note You cannot remove resources from the default team.
Assigned CSQs / Available Use the arrow buttons to assign or CSQs for the team.
CSQs
Note You can remove CSQs from the default team.

Step 4 Click Add to apply changes.

Related Topics
• Creating a Team Supervisor, page 8-36

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• Modifying Agents on Teams, page 8-39

• Deleting a Team, page 8-39

Modifying Agents on Teams

Use the Teams area to add agents or change agents on an existing Team.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm
> Teams.
The Teams web page opens.
Step 2 Click a name in the Team Name column
The Team Configuration page appears.
Step 3 Select an agent name in the Resources Assigned to other Teams list and use the
arrow icon to move it into the Assigned Resources list if you want to add an agent
to this team.
To remove an agent from this team, select an agent name in the Assigned
Resources list and use the arrow icon to move it into the Resources Assigned to
other Teams list. This agent now belongs to the default team.
Step 4 Click Update to apply changes.

Related Topics
• Creating a Team Supervisor, page 8-36
• Creating Teams, page 8-37
• Deleting a Team, page 8-39

Deleting a Team
Use the Teams area of the RmCm Configuration web page to delete an existing
Team.

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Unified Gateway Auto-Configuration Details

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > RmCm
> Teams.
The Teams web page opens.
Step 2 Click Delete icon for the Team Name you want to delete.
The system prompts you to confirm the delete.
Step 3 Click OK.

Related Topics
• Creating a Team Supervisor, page 8-36
• Creating Teams, page 8-37
• Modifying Agents on Teams, page 8-39

Unified Gateway Auto-Configuration Details

Note Unified CCX supports ACD integration with the Cisco Unified Intelligent
Contact Management Enterprise (Unified ICME) solution by way of the Cisco
Unified Gateway. The Unified Gateway is a Peripheral Gateway (PG) which is
configured on the Unified ICME software. The Unified Gateway is no longer
coresident on the Unified CCX server as opposed to the earlier versions of Unified
CCX. The CTI protocol, supports integration of Unified Gateway with Unified
ICME. The Cisco IPCC Gateway Deployment Guide for Cisco Unified
ICME/CCE/CCX provides an overview of the Unified Gateway feature, lists the
supported deployment options, provides comparative information, and includes
information on configuring and integrating the Unified Gateway.

Some of the configurations performed on the Unified CCX using the appropriate
web page in Unified CCX Administration will be automatically configured on
Unified ICME via the Unified Gateway. The following table provides a list of

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these configurations, the equivalent term used on Unified ICME for these
configurations, and the Configuration Manager tool that can be used on the
Unified ICME Admin Workstation to view these configurations.

Unified ICME
Unified CCX Term Term Unified ICME Configuration
Application Service Service Explorer
Route Point (Trigger) Routing Device Peripheral Monitor Table
CSQ Skill Group Skill Group Explorer
Resource Agent Agent Explorer
Note The agent extension goes to
the Peripheral Monitor
Table.

Note These configurations and their attributes cannot be changed on Unified ICME if
auto-configuration is enabled on Unified ICME.

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 CH A P T E R 9
Provisioning Additional Subsystems

To provision additional subsystems, you must complete the following tasks:

• Log into the Unified CCX Administration (see Chapter 2, “Accessing
Unified CCX Administration Web Interface”).
• Provision your telephony and media resources (see Chapter 7, “Provisioning
Telephony and Media”).
• Provision your Unified CCX subsystem, if required (see Chapter 8,
“Provisioning Unified CCX”).
The following sections introduce the additional Unified CCX subsystems and
explain how to provision them.
• About Additional Subsystems, page 9-2
• Provisioning Unified ICME Subsystem, page 9-3
• Provisioning HTTP Subsystem, page 9-10
• Provisioning Database Subsystem, page 9-12
• Provisioning eMail Subsystem, page 9-16

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About Additional Subsystems

About Additional Subsystems

Your Unified CCX system may include some or all of the following additional
subsystems:
• The Unified ICME subsystem—The Unified CCX system uses the Cisco
Unified Intelligent Contact Management Enterprise (Unified ICME)
subsystem to communicate with Unified ICME to manage call distribution
across sites and call-processing environments. (see Provisioning Unified
ICME Subsystem, page 9-3).

Note If you are using Unified CCX with Cisco Contact Center Gateway
solution, please see the Cisco IPCC Gateway Deployment Guide for
Cisco Unified ICME/CCE/CCX. The instructions for configuring
Unified CCX with that solution differs from what is described in this
guide. The Unified Gateway provides for the integration of the
Unified ICME system with Unified CCX by way of the Unified
Gateway. The Unified Gateway is a Peripheral Gateway (PG) which
you configure on the Unified ICME software.

• The HTTP subsystem—The Unified CCX system uses the HTTP subsystem
to enable Unified CCX applications to respond to requests from a variety of
web clients, including computers and IP phones (see Provisioning HTTP
Subsystem, page 9-10).
• The Database subsystem—The Unified CCX system uses the Database
subsystem to enable Unified CCX applications to interact with customer
provided enterprise database servers to make database information accessible
to contacts (see Provisioning Database Subsystem, page 9-12).
• The eMail subsystem—The Unified CCX system uses the eMail subsystem
to communicate with your e-mail server and enable your applications to
create and send e-mail. (see Provisioning eMail Subsystem, page 9-16).
If you plan to run applications that use any of the additional Unified CCX
subsystems included in your Unified CCX package, you should now provision
those subsystems. The Unified CCX system uses these additional subsystems to
communicate with supporting systems such as Unified ICME, web servers,
database servers, and e-mail servers.

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Provisioning Unified ICME Subsystem

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

Provisioning Unified ICME Subsystem

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

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

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

Unified ICME scripts can direct calls based on various criteria such as the time of
day or the availability of subsystems. The Unified ICME uses four different
commands to interact with the Unified CCX system:
• Connect—Connects the call. Unified ICME sends the connect message with
a label to instruct the Unified CCX system where to direct the call.
• Release—Hangs up the call.
• Run VRU Script—Runs a Unified ICME Voice Response Unit (VRU) script
on the Unified CCX system.
• Cancel—Cancels the Unified ICME VRU script that is currently running.
This section includes the following tasks:
• Configuring General Unified ICME Information, page 9-4
• Configuring Unified ICME VRU Scripts, page 9-7

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Related Topics
• About Additional Subsystems, page 9-2
• Provisioning HTTP Subsystem, page 9-10
• Provisioning Database Subsystem, page 9-12
• Provisioning eMail Subsystem, page 9-16
• Configuring Unified ICME Post-Routing Application, page 6-11
• Configuring Unified ICME Translation-Routing Application, page 6-14

Configuring General Unified ICME Information

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

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > ICM >
General.
The ICME Configuration web page opens displaying the following fields.
Step 2 Use this web page to specify the following fields.

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Field Description
VRU Connection Port The same number configured in the VRU Peripheral Interface Manager (PIM)
on the Unified ICME system. The default value in the Unified ICME setup is
5000. This is a mandatory field.
The system uses this TCP/IP socket number to receive messages from the
Unified ICME system. You can copy the VRU Connection Port value from
the VRU PIM configuration dialog box of the VRU PG machine.
PG Hosts Allow By default, any PG will be able to connect in the Unified ICME setup. For
security reasons, you can configure selected PGs, which you want to connect
to the Unified IP IVR system using any one of the following three options:
• All – Click the All radio button if you want any PG to be able to connect
to the Unified IP IVR. This radio button will be selected by default in the
Unified ICME setup.
• None - Click the None radio button if you do not want even a single PG
to connect to the Unified IP IVR.
• Specific – Click the Specific radio button if you want to connect only
specific PGs to the Unified IP IVR. Once you select this option, you will
be able to enter the Host name or IP address for any one or both the PGs
using the following fields:
– PG 1 Hostname/IP Address
– PG 2 Hostname/IP Address

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

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Field Description
Service Control If you click Yes, the Service Control interface allows Unified ICME to
provide call-processing instructions to the Unified CCX system. It also
provides Unified ICME software with event reports indicating changes in call
state.
You must enable the service control interface to use the Unified ICME
subsystem.
Additional VRU Call Select the required variables to pass call-related information by selecting the
Information check box. The following expanded call variables are available on the Unified
ICME subsystem:
• Task ID: Task ID that handles the current call.
• Media ID: Media ID that handles the current call.
• Last Redirected Address: Transient part ID of the call.
• Arrival Type: Arrival type of the call.
• Session Handled: Boolean flag that the Unified ICME software or a Set
Contact Info step with a Handled flag step sets to indicate whether the
session is handled.

Note Unified CCX automatically sets the flag whenever a call is

connected to an agent.

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

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

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

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

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

Step 3 Click Update.

The configuration information is added to the system.
You are now ready to configure the Unified ICME VRU Scripts area of the
Unified ICME Configuration web page.

Related Topic
• Configuring Unified ICME VRU Scripts, page 9-7
• About Additional Subsystems, page 9-2

Configuring Unified ICME VRU Scripts

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

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Unified ICME uses VRU scripts to handle interactions with contacts. These
scripts are loaded as applications on the Unified CCX Engine.
To configure Unified ICME VRU Scripts, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > ICM.
The Unified ICME Configuration web page opens, displaying the General area.
Step 2 On the Unified ICME Configuration toolbar, click Unified ICME VRU Scripts.
The Unified ICME VRU Scripts summary web page opens.
Step 3 Use this web page to specify the following fields.

Field Description
VRU Script Name Displays the VRU script name.
Note All scripts under the default directory are listed in the drop-down list
of the Script field in the Cisco Script Application Configuration page.
Script Displays the script associated with the VRU script.

Step 4 Click Add a New VRU Script icon or button.

The Unified ICME VRU Script area of the Unified ICME Configuration web page
opens.
Step 5 Use this web page to specify the following fields.

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Field Description
VRU Script Name A name for the VRU script you want to add.
Script The Unified CCX script to associate with the VRU script. You can select
the script from the drop-down list or click Edit button to specify a new
script.
Note All scripts under the default directory are listed in the drop-down
list of the Script field in the Cisco Script Application Configuration
page.

To specify a new script, click Edit, enter the script name in the dialog box,
and click OK. The User Prompt dialog box closes, and the name you
entered appears in the Script field.
Note If you enter the script name as a file URL, enter the value with
double backslashes (\\). For example, file://c:\\temp\\aa.aef

Step 6 Click Add.

The Unified ICME VRU Script area closes, and the name of the VRU script you
added appears in the Unified ICME VRU Scripts summary web page.
You are now ready to provision any additional subsystems your Unified CCX
applications require or to begin configuring Unified CCX applications. See
Chapter 6, “Configuring Cisco Applications.”

Related Topics
• Configuring General Unified ICME Information, page 9-4
• About Additional Subsystems, page 9-2

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Provisioning HTTP Subsystem

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

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

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

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

Note Use the Document Management page to upload these documents. For more
information on the Document Management page, see Chapter 10, “Managing
Prompts, Grammars, Documents, and Custom Files.”

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

Note You cannot change the TCP/IP port numbers used by the HTTP subsystems or
triggers in Unified CCX 8.5(1).

This section describes:

• Configuring HTTP Triggers, page 9-11

Related Topics
• About Additional Subsystems, page 9-2
• Provisioning Unified ICME Subsystem, page 9-3

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• Provisioning Database Subsystem, page 9-12

• Provisioning eMail Subsystem, page 9-16
• Adding Application Triggers, page 6-18

Configuring HTTP Triggers

You need to create an application using Applications > Application
Management menu from the Unified CCX Administration menu bar. Once you
create an application, you can configure HTTP triggers for the application using
the steps mentioned below.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > HTTP.
The HTTP Trigger Configuration web page opens.

Note For a complete description of all columns, icons, and buttons on this page,
see HTTP Configuration, page 18-31.

Step 2 Use this web page to specify the following fields.

Field Description
URL The relative URL
For example:
/hello
Application Name Select an application for which you want to add a HTTP trigger from this
list box.

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Field Description
Sessions The maximum amount of simultaneous sessions (instances) that the
application can handle.
• The limit for the maximum number of simultaneous remote
monitoring sessions is 16, but the actual number depends on your
system’s CPU and memory resources. Entering a number that is too
high can result in unacceptable system performance.
Enabled (Radio button) Accept Yes (the default).
Note If you disable the trigger, the user receives an error message when
browsing to the defined trigger URL.

Step 3 Click Add New.

The HTTP Trigger Configuration web page closes, and the trigger information
appears on the HTTP Trigger Configuration summary web page.
You are now ready to provision any additional subsystems your Unified CCX
applications require or to begin configuring Unified CCX applications. See
Configuring Cisco Applications, page 6-1.

Related Topics
• About Additional Subsystems, page 9-2
• Adding Application Triggers, page 6-18

Provisioning Database Subsystem

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

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The Unified CCX system uses the Database subsystem to enable Unified CCX
applications to interact with database servers to make database information
accessible to contacts.
To provision the Database subsystem, perform the following procedures:
• Configuring Database Subsystem, page 9-13
• Adding a New DataSource, page 9-14

Caution The Database subsystem does not support database views or execute store
procedures.

Related Topics
• About Additional Subsystems, page 9-2
• Provisioning Unified ICME Subsystem, page 9-3
• Provisioning HTTP Subsystem, page 9-10
• Provisioning eMail Subsystem, page 9-16

Configuring Database Subsystem

The Database subsystem enables the Unified CCX applications to obtain
information from data sources, which are databases configured to communicate
with the Unified CCX system. You can connect the Unified CCX system with
enterprise databases such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2.
You can upload JDBC driver files using Subsystems > Database > Drivers menu
option. Refer to Adding a New Database Driver, page 18-29 for detailed
instructions on how to upload a jdbc driver.

Note To determine a list of enterprise databases supported for the Database subsystem,
see the Cisco Unified CCX Software and Hardware Compatibility Guide for
active releases available at
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_sup
port_tables_list.html.

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Adding a New DataSource

After uploading the JDBC driver (see Configuring Database Subsystem,
page 9-13), you need to use this to create the datasource in the Database
subsystem.
To add a new data source, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems >
Database > DataSource. Click Add New icon that displays in the tool bar in the
upper, left corner of the window or the Add New button that displays at the
bottom of the window.from the DataSources web page.
The Datasource Configuration web page opens where you can specify the
following fields.

Field Description
Data Source Name Data source name for referring to the datasource. This is a mandatory
field.
User Name Username defined for connecting to the enterprise database. This is a
mandatory field.
Password Password defined for connecting to the enterprise database.
Confirm Password Re-enter the password that you provided in the Password field.
Maximum Number of Maximum number of connections allowed to connect to the database.
Connections
This database is usually an external database to which the customer
script can connect. While the limit is set by that database and governed
by your license, if this number in this setting is exceeded, the
corresponding workflow is aborted and the caller receives an error
message. However, you can avoid this error by configuring the
appropriate number of sessions (see Maximum Number Of Sessions, in
Chapter 6, “Maximum Number Of Sessions”) in the corresponding
script/application. Also the script writer can provide information about
how many connections are used per call (or instance of application).
This is a mandatory field.

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Field Description
Driver Displays the list of available drivers for the enterprise database. One or
more datasources can use the same driver. Select a driver for this
datasource from this list box. This is a mandatory field.
JDBC URL JDBC URL that is used to obtain a connection to the enterprise database.
This is a mandatory field. The JDBC URL provided will be used by
Unified CCX to connect to the enterprise database using JDBC. The
URL to be used is dependent on the database you are connecting. The
examples provided in the Datasource Configuration web page can be
used as a reference to define the URL. Refer to the driver documentation
for more information.

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

Step 2 Click Add to save the changes.

The Enterprise Database Subsystem Configuration web page opens. You are now
ready to provision any additional subsystems your Unified CCX applications
require or to begin configuring Unified CCX applications. See Configuring Cisco
Applications, page 6-1.

Related Topics
• Configuring Database Subsystem, page 9-13
• Adding a New DataSource, page 9-14
• About Additional Subsystems, page 9-2

Polling Database Connectivity

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

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Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems >
Database > Parameters.
The Parameters web page opens to display the parameter-related fields.
Step 2 Use this web page to specify the following fields:

Field Description
RetryConnectInterval Specifies the interval between two connection attempts when a data source is
initialized. The default is 15,000 milliseconds.
NumAttempt Specifies the number of attempts to establish connections to the database
when a data source is initialized. The default is 3 attempts.
LoginTimeout Sets the maximum time in seconds that a driver will wait while attempting to
connect to a database. The default is 0 (disabled).

Step 3 Click Update to apply changes (or Reset to Default if you prefer to retain the
default values.
The window refreshes and Unified CCX updates the parameters with your
changes. You are now ready to provision any additional subsystems your Unified
CCX applications require or to begin configuring Unified CCX applications (see
Configuring Cisco Applications, page 6-1).

Related Topics
• Configuring Database Subsystem, page 9-13
• About Additional Subsystems, page 9-2

Provisioning eMail Subsystem

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

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Provisioning eMail Subsystem

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

Tip If your e-mail system is configured to receive acknowledgments, you should

process the mailbox you identify in your configuration to determine whether or
not an e-mail was successfully sent.

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

Note If you are not using e-mail applications, you do not need to provision the eMail
subsystem.

To provision the eMail subsystem, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > eMail.
The eMail Configuration web page opens.
Step 2 Use this web page to specify the following fields:

Field Description
Mail Server A fully-qualified e-mail server name.
Example: server.domain.com)
email Address An existing fully qualified e-mail address for the administrative account.
Example:[email protected]

Step 3 Click Update.

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

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

You are now ready to provision any additional subsystems your Unified CCX
applications require, or to begin configuring Unified CCX applications (see
Chapter 6, “Configuring Cisco Applications,” and Chapter 10, “Managing
Prompts, Grammars, Documents, and Custom Files.”)

Related Topics
• About Additional Subsystems, page 9-2
• Provisioning Unified ICME Subsystem, page 9-3
• Provisioning HTTP Subsystem, page 9-10
• Provisioning Database Subsystem, page 9-12
• Provisioning eMail Subsystem, page 9-16

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Managing Prompts, Grammars,
Documents, and Custom Files

Unified CCX applications can make use of many auxiliary files that interact with
callers, such as scripts, pre-recorded prompts, grammars, and custom Java
classes.
To manage these auxiliary files, you must complete the following tasks:
• Provision telephony and media resources (see Chapter 7, “Provisioning
Telephony and Media”).
• Provision Unified CCX subsystem, if required (see Chapter 8, “Provisioning
Unified CCX”).
• Provision additional subsystems, if required (see Chapter 9, “Provisioning
Additional Subsystems”.
• Configure Cisco script applications (see Chapter 6, “Configuring Cisco
Applications”
Depending on your particular Unified CCX implementation, your applications
might make use of some or all of the file types described in the following sections:
• Managing Prompt Files, page 10-2
• Managing Grammar Files, page 10-5
• Managing Document Files, page 10-7
• Managing Languages, page 10-9
• Recording and Uploading Prompt Files, page 10-13
• Managing Custom Files, page 10-17

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• Managing AAR Files, page 10-18

Managing Prompt Files

Many applications make use of pre-recorded prompts stored as .wav files, which
are played back to callers to provide information and elicit caller response.
Several system-level prompt files are loaded during Unified CCX installation.
However, any file you create needs to be made available to the Unified CCX
Engine before a Unified CCX application can use them. This is done through the
Unified CCX cluster’s Repository datastore, where the prompt, grammar, and
document files are created, stored, and updated.

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

The Unified CCX Server's local disk prompt files are synchronized with the
central repository during Unified CCX Engine startup and during run-time when
the Repository datastore is modified. For more information about the Repository
datastore, see Cisco Unified Contact Center Express Serviceability Guide .
To access the Prompt Management page, perform the following steps:

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Application > Prompt
Management.
Step 2 The Prompt Management web page opens to display the following fields and
buttons.

Field Description
Language Lists the location of the items listed in the Name column.
Folder Path of the current item selected in the Name column with respect to the root
folder.
Name Name of the language.

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Field Description
Size The size of the prompt file prefixed with KB. The file size is converted from
bytes to KB.
Note This column is usually blank on the root page because the items on
this page are usually folders.
Date Modified The date and time when the document was last uploaded or changed along
with time zone.
Modified by The user ID of the person who performed these modifications.
Delete Click Delete icon to remove the folder and its contents from the repository.
Rename Click Rename icon to rename the folder in the repository.
Refresh Click Refresh icon to refresh the folder in the repository.
Create Language Displays a dialog box that lets you create a new language folder. For detailed
information on how to create a new language, see Creating a New Language,
page 10-9.
Upload Zip Files Displays a dialog box that lets you locate and upload a zip file. For detailed
information on how to upload a zip file, see Upload Zip files to a Language
Folder, page 10-11.
Note The zip file must contain language folders in the root directory. Be
sure to place the grammar files in folders and then zip the folders.

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When you click a hyperlink (if configured) in the Name folder column, a
secondary page appears. From this page, you can create a new subfolder or upload
a new Prompt. The below figure shows the structure of the system prompts.

Related Topics
• Wizards Menu, page 19-1
• Managing Grammar Files, page 10-5
• Managing Document Files, page 10-7
• Managing Languages, page 10-9
• Recording and Uploading Prompt Files, page 10-13
• Managing Custom Files, page 10-17
• Managing AAR Files, page 10-18
• Managing Scripts, page 6-25

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Managing Grammar Files

The Unified CCX system uses specific grammars when recognizing and
responding to caller response to prompts. A grammar is a specific set of all
possible spoken phrases and Dual Tone Multi-Frequency (DTMF) digits to be
recognized by Unified CCX applications and acted upon during run time.
Several system-level grammar files are loaded during Unified CCX installation.
However, any file you create needs to be made available to the Unified CCX
Engine before a Unified CCX application can use them. This is done through the
Unified CCX cluster’s Repository datastore, where the grammar files are created,
stored, and updated.

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

The Unified CCX Server's local disk grammar files are synchronized with the
central repository during Unified CCX Engine startup and during run-time when
the Repository datastore is modified. For more information about the Repository
datastore, see Cisco Unified Contact Center Express Serviceability Guide.
To access the Grammar Management page, perform the following steps:

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications >
Grammar Management.
Step 2 The Grammar Management web page opens to display the following fields and
buttons.

Field Description
Language Location of the items listed in the Name column.
Folder Path of the current item selected in the Name column with respect to the root
folder.
Codec The codec chosen during installation for this Unified CCX server. Display
only.
Name Name of the language folder.

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Field Description
Size The size of the grammar file prefixed with KB. The file size is converted
from bytes to KB.
This column is usually blank on the root page as the items on this page are
usually folders.
Date Modified The date and time when the document was last uploaded or changed along
with time zone.
Modified by The user ID of the person who performed these modifications.
Delete Displays a dialog box that lets you delete an existing language folder.
Rename Displays a dialog box that lets you rename an existing language folder.
Refresh Refreshes the specified folder in the repository.
Create Language Displays a dialog box that lets you create a new language folder. For detailed
information on how to create a new language, see Creating a New Language,
page 10-9.
Upload Zip Files Displays a dialog box that lets you locate and upload a zip file. For detailed
information on how to upload a zip file, see Upload Zip files to a Language
Folder, page 10-11.
Note The zip file must contain language folders in the root directory. Be
sure to place the grammar files in folders and then zip the folders.

When you click a hyperlink (if configured) in the Name folder column, a
secondary page appears. From this page, you can create a subfolder or upload a
new Prompt, Grammar, or Document.

Related Topics
• Wizards Menu, page 19-1
• Managing Prompt Files, page 10-2
• Managing Document Files, page 10-7
• Managing Languages, page 10-9
• Recording and Uploading Prompt Files, page 10-13
• Managing Custom Files, page 10-17
• Managing AAR Files, page 10-18

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Managing Document Files

• Managing Scripts, page 6-25

Managing Document Files

Documents might consist of .txt, .doc, .jsp, or .html files. Documents can also
include custom classes and Java Archive (JAR) files that allow you to customize
the performance of your Unified CCX system.
Several system-level document files are loaded during Unified CCX installation.
However, any file you create needs to be made available to the Unified CCX
Engine before a Unified CCX application can use them. This is done through the
Unified CCX cluster’s Repository datastore, where the document files are
created, stored, and updated.

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

The Unified CCX Server's local disk document files are synchronized with the
central repository during Unified CCX Engine startup and during run-time when
the Repository datastore is modified. For more information about the Repository
datastore, see Cisco Unified Contact Center Express Serviceability Guide.
To access the Document Management page, perform the following steps:

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications >
Document Management.
Step 2 The Document Management web page opens to display the following fields and
buttons.

Field Description
Language Location of the items listed in the Name column.
Folder Path of the current item selected in the Name column with respect to the root
folder.
Name Name of the language.

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Field Description
Size The size of the document file prefixed with KB. The file size is converted
from bytes to KB.
Note This column is usually blank on the root page because the items on
this page are usually folders.
Date Modified The date and time when the document was last uploaded or changed along
with time zone.
Modified by The user ID of the person who performed these modifications.
Delete Displays a dialog box that lets you delete an existing language folder.
Rename Displays a dialog box that lets you rename an existing language folder.
Refresh Refreshes the specified folder in the repository.
Create Language Displays a dialog box that lets you create a new language folder. For detailed
information on how to create a new language, see Creating a New Language,
page 10-9.
Upload Zip Files Displays a dialog box that lets you locate and upload a zip file to the
repository. For detailed information on how to upload a zip file, see Upload
Zip files to a Language Folder, page 10-11.
Note The zip file must contain language folders in the root directory. Be
sure to place the grammar files in folders and then zip the folders.

When you click a hyperlink (if configured) in the Name folder column, a
secondary page appears. From this page, you can create a subfolder or upload a
new Prompt, Grammar, or Document.

Related Topics
• Wizards Menu, page 19-1
• Managing Prompt Files, page 10-2
• Managing Grammar Files, page 10-5
• Managing Languages, page 10-9
• Recording and Uploading Prompt Files, page 10-13
• Managing Custom Files, page 10-17
• Managing AAR Files, page 10-18

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Managing Languages

• Managing Scripts, page 6-25

Managing Languages
The topics in this section describe the procedure for managing languages:
• Wizards Menu, page 19-1
• Creating a New Language, page 10-9
• Renaming a Language, page 10-10
• Deleting a Language, page 10-11
• Upload Zip files to a Language Folder, page 10-11

Creating a New Language

Follow this procedure to create a new Prompt, Grammar, or Document language
folder in the Repository datastore:

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Prompt
Management or Grammar Management or Document Management.
The corresponding Management web page opens.
Step 2 Click Create New Folder or Create Language icon that displays in the tool bar
in the upper, left corner of the window or the Create New Folder or Create
Language button that displays at the bottom of the window.
The Create New Folder or Create Language dialog box opens.
Step 3 Perform any one of the following actions:
• Select a value from the Language drop-down list.
• If you’re unable to find a particular language or if the Language drop-down
list is empty, click Edit button to add a new Language. The Explorer User
Prompt dialog box opens. Enter the name of the new language in the
Language Name field and click OK.
Step 4 Click Create.

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Managing Languages

A new language folder Name appears on the summary web page.

Renaming a Language
Follow this procedure to rename a Prompt/Grammar/Document language folder
in the Repository datastore:

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Prompt
Management or Grammar Management or Document Management.
The corresponding Management web page opens.
Step 2 Select the Rename icon against the folder you want to rename.
Step 3 The Rename Folder dialog box opens.
Step 4 From the Select Language Folder To Rename field, choose the name of the folder
to be renamed.
Step 5 In the Rename Folder To field, enter the new name.
Step 6 Click Rename.
The web page then refreshes itself to provide a summary and status. Click Return
to Document Management to navigate to the respective Prompt or Grammar or
Document Management page.

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Deleting a Language
Follow this procedure to delete a Prompt/Grammar/Document language folder in
the Repository datastore:

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Prompt
Management or Grammar Management or Document Management.
The corresponding Management web page opens.
Step 2 Select the Delete icon against the respective folder, which you want to delete.
Step 3 A dialog box opens to confirm the Delete action for the specific folder.
Step 4 Click OK to delete.

Upload Zip files to a Language Folder

In addition to adding Prompt or Document files individually, you can upload
multiple files from a Zip file.

Note The maximum upload file size is 20MB, whether it is a single file or a Zip file.

Tip Be sure to upload (or download) large zip files in Prompt, Grammar and
Document Management pages during off-peak hours.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > Prompt
Management or Grammar Management or Document Management.
The corresponding Management web page opens.

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Step 2 Click Upload Zip Files icon that displays in the tool bar in the upper, left corner
of the window or the Upload Zip Files button that displays at the bottom of the
window to upload a new prompt or zip file.
Step 3 The Upload Document dialog box opens.
Step 4 Enter the path for the script file or click Browse to locate the script or the zip file
containing the script files. Select the required script file and click Open.

Note You can upload only files with extension .aef or .zip.

Step 5 Click the Upload button to upload the new script to the repository. A dialog box
confirms the successful upload of the files.

Note If you try to upload invalid script files, then the upload would be unsuccessful and
an error message would be displayed on the upload dialog box. You can also
create User defined directories using “Create a New folder” option and uploads
scripts to those directories.

Step 6 By default, the files are unzipped after uploading. If you want to change this
option, uncheck the Unzip after uploading check box.

Caution In the Documents Management summary web page, you have the
option to zip or to unzip the file before uploading. By default, this
check box is checked to unzip the file before uploading. Ensure to
uncheck the check box if you want to upload it as a zipped file. 
The maximum upload file size of the Zip file is 20MB.

Step 7 The contents of the zip file is uploaded to the folder. On successful uploading of
the zip file, the status icon is updated accordingly. Click Return to Document
Management button to go back to the respective Management web page.

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Recording and Uploading Prompt Files

Recording and Uploading Prompt Files

Prompts are messages that the Unified CCX system plays back to callers. Unified
CCX applications often use prompts to elicit caller response so that the Unified
CCX system can transfer calls, receive account information, and perform other
functions.
To use prompts in your Unified CCX applications, you must first create a folder
to store them. You can then record and upload new user prompts, delete prompts,
and modify existing prompts.
You store pre-recorded prompts as .wav files. The Unified CCX system also
allows users to record spoken names, which you can upload to be used in the
playback of prompts.

Note Unified CCX supports audio playback of RIFF header .wav files only though your
MRCP vendor might support multiple .wav file header formats.

ScanSoft uses RIFF headers. When generating a wav file prompt specifically for
Nuance, be sure to consider the server playing the prompt:
• If the prompt is played by the Nuance Speech Server, then the .wav file will
requires a SPHERE header.
• If the prompt is played by the Unified CCX server, then the .wav file requires
a RIFF header.
Nuance provides a tool to convert .wav files from RIFF headers to SPHERE
headers.
Managing prompts can include one or more of the following activities:
• Creating a folder: You must create a folder to store the .wav files that the
Unified CCX system uses as prompts.
• Recording a prompt: You can record your own prompts to be used in
applications.
• Upload one or more prompts: You can replace any of the stored prompts used
by Cisco script applications with a different .wav file by uploading the
new.wav file. If necessary, you can also add spoken name prompts. Some
Unified CCX applications play back the pre-recorded names of the people
that callers are trying to reach, to allow the caller to confirm the transfer of
the call.

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This section contains the following topics:

• Recording a Prompt, page 10-14
• Add Spoken Name Prompts, page 10-16

Note For instructions for Adding and Uploading prompts, see “Managing Prompt
Files” section on page 10-2.

Recording a Prompt
You can record your own prompts to be used in applications. The example
provided in this section uses the Windows Sound Record option. This option is
one of many possibilities for recording G711 prompts. G711 is a freely distributed
public domain codec and has several recording options. Some of these options are
included in Microsoft Windows systems and are available to any sound recording
application.
The G729 codec is licensed and is not freely distributed. A white paper that
describes the G729 prompt recording options is available on request. The white
paper is located at
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/s
olution_overview_c22-524728.html
To record a prompt, complete the following steps.
The following procedure is an example of recording G.711 prompts with
Microsoft Windows Sound Recorder, using a microphone plugged into your
computer. If you are not using Microsoft Windows Sound Recorder, see the
documentation provided with your audio application.

Procedure

Step 1 From your Windows Start menu, choose Start > Programs > Accessories >
Entertainment > Sound Recorder.
The Sound Recorder dialog box opens.
Step 2 Click Record button and speak your greeting into the microphone.
Step 3 Click Stop button when you finish recording.

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Step 4 To check your greeting, click Rewind button or drag the slider back to the
beginning of the recording. Then click Play button.
Step 5 When you are satisfied with your greeting, choose File > Save As.
The Save As window opens.
Step 6 Click Change to set the recording options.
You can also set recording properties by choosing Properties from the Sound
Recorder File menu.
The Sound Selection dialog box opens.
Step 7 From the Format drop-down menu, choose one of the following options based on
the prompts selected during the installation of Unified CCX software:
• If you selected G711 prompts, then CCITT u-Law.
• If you selected G729 prompts, then see your G.729 white paper.

Note The instructions in this procedure assume that, during Unified CCX
installation, you configured Unified CCX to use the G.711 codec for
prompts. If this assumption is incorrect, and you specified the G.729
codec instead, you would choose a G.729 option from this menu. For
more information about recording prompts with G.729, see your G.729
documentation.

Step 8 From the Attributes drop-down menu, choose 8.000 kHz, 8 Bit, Mono 7 kb/sec.
Step 9 Click Save As.
The Save As dialog box opens.
Step 10 Enter a name for this format, and then click OK.
The Save As Dialog Box closes.
Step 11 In the Sound Selection dialog box, click OK.
The Sound Selection dialog box closes.
Step 12 In the Save As window, navigate to the directory of your choice, preferably a
directory that you have set aside for prompts.
Step 13 Select the file name, and click Save.
The Save As dialog box closes.

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You are now ready to add this prompt to the Unified CCX system.

Add Spoken Name Prompts

Some Unified CCX applications play back the pre-recorded names of people that
callers are trying to reach, to allow callers to confirm the transfer of a call.
To upload .wav files of the spoken names of users, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Tools > User
Management > Spoken Name Upload.
Step 2 The Spoken Name Prompt Upload web page opens with the following fields:

Field Description
User Id Unique identifier of the user for which the spoken name is to be
uploaded. This is a mandatory field.
Codec The codec chosen during installation for this Unified CCX server.
Display only.
Spoken Name (.wav) Location of the .wav file. This is a mandatory field.

Step 3 In the User Id field, enter an ID number that will identify the user.
Step 4 In the Spoken Name (.wav) field, enter the path for a .wav file or click Browse to
navigate to the directory that contains the Spoken Name .wav file.
The Choose File dialog box opens. Select the required script file and click Open.
Step 5 Click Upload icon that displays in the tool bar in the upper, left corner of the
window or click the Upload button that displays at the bottom of the window to
upload the file.
Step 6 Repeat this process as needed to upload all spoken name .wav files.

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Managing Custom Files

Managing Custom Files

Use the Custom File Configuration web page to configure the classpath location
of custom classes.

Specify Custom Classpath Entries

Use the Custom Classes Configuration web page to specify the available classpath
entries.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose System > Custom File
Configuration.
The Custom Classes Configuration web page opens. You can:
– Select required entries from the Available Classpath Entries list and
arrange them in the order you want.
– Use the arrow icons to move items between the Available Classpath
Entries and Selected Classpath Entries lists.
Step 2 Click Update when your selections are complete.
Click Upload Custom Jar Files icon that displays in the tool bar in the upper, left
corner of the window or the Upload Custom Jar Files button that displays at the
bottom of the window to upload Jar files. The Document Management web page
opens. Refer to Managing Document Files, page 10-7 to know the procedure for
uploading Jar files.

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Managing AAR Files

Caution Ensure that the contents of the AAR file are correct and conform to the
specifications detailed in this section. If you upload AAR files that do not
conform to these specifications, the Unified CCX Engine may not function as
designed. Consequently, you need to manually reconfigure some of the
applications uploaded through AAR.

AAR files are archives of prompt, grammar, document, scripts, applications, and
custom classes that you use as building blocks for applications and extensions.
An AAR file can be simple—for instance, consisting of a single prompt—or
complex—for example, containing all the prompts for all languages application
uses, the workflow, and the configuration information for an application.
An AAR file is essentially a zip file that contains an optional META-INF
directory. The META-INF directory, if it exists, stores configuration data,
including security, versioning, extensions, and services (see META-INF
Directory, page 10-22).
You create AAR files using Java tools. After creating a file, you need to upload
it to Unified CCX.
The example below shows a sample AAR Application Manifest.

Example 10-1 Sample AAR Main Manifest

Manifest-Version: 1.1
Created-By: 1.4.2_05 (Sun Microsystems Inc.)
Built-By: aaruser
Sealed: false
Cisco Unified CCX-Version: 8.5(1)
Class-Path:
Application-List: customApp1.mf customApp2.mf
Subsystem-List: sub1.mf sub2.mf
Palette-List: Custom1 Custom2
Custom1-Palette-Name: Category1
Custom2-Palette-Name: Category2
Custom1-Step-List: step1.mf
Custom2-Step-List: step2.mf step3.mf
Implementation-Title: AAR Test File
Implementation-Version: 4.5(1)
Implementation-Vendor: Cisco Systems, Inc.

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Implementation-Vendor-Id: 12345
Implementation-URL: http://www.cisco.com

Example 10-2 Sample AAR Application Manifest

Application-Version: 1.1
Created-By: 1.4.2_05 (Sun Microsystems Inc.)
Built-By: aaruser
Sealed: false
Implementation-Title: AAR Application MF
Implementation-Version: 8.5(1)
Implementation-Vendor: Cisco Systems, Inc.
Implementation-Vendor-Id: 12345
Implementation-URL: http://www.cisco.com
Application-Name: Custom AA
Application-Type: Cisco Script Application
Application-Description: Cisco Unified CCX Cisco Custom Application
Application-Id: 100
Max-Sessions: 300
Enabled: true
Script: SSCRIPT[aa.aef]
Default-Script: SSCRIPT[aa.aef]
Initial-Script: SSCRIPT[aa.aef]

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The figure below shows a sample AAR file.

Figure 10-1 Sample AAR File

To deploy custom applications, steps, and subsystems through an AAR file, you
must first create the AAR file using a jar or zip tool and then upload the file
through the Unified CCX Administration web page.
The sections that follow describe how to:
• Creating AAR Files, page 10-21
• Uploading AAR Files, page 10-21
• META-INF Directory, page 10-22

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• Prompts, Grammars, Documents, and Scripts Directories, page 10-22

• AAR Manifest, page 10-23
• Attribute Types, page 10-25

Creating AAR Files

You create an AAR file using a jar or WinZip tool.
An AAR file format is similar to a Zip file format. It includes an optional
META-INF directory, which is used to store configuration data, including
security, versioning, extension, and services.

Uploading AAR Files

To upload an AAR file, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications > AAR
Management.
The AAR Management web page opens to display the following fields.

Field Description
Enter a Valid You can either enter the name of the AAR file or click Browse button next to this field
AAR File to to navigate to the directory in which the file is located. This is a mandatory field.
Upload
Overwrite Enable this checkbox in case you want to overwrite the existing
existing files
Upload Click this button to upload the AAR file.
Clear Click this button to clear the selected file.

Enter the path for the AAR file or click Browse button to upload the file. The
Choose File dialog box opens. Select the required script file and click Open.
Step 2 Click Upload.

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The contents of the AAR file are uploaded to the respective folders.

Note Unified CCX generates an error if the AAR file is not formatted correctly or is
missing some custom files.

META-INF Directory
Unified CCX uses the following files and subdirectories in the META-INF
directory to configure applications, extensions and services:
• MANIFEST.MF. The file used to define extension and application related
data (see AAR Manifest, page 10-23).
• applications. This directory stores all application configuration files (see
The application Subdirectory Attributes, page 10-30).

Prompts, Grammars, Documents, and Scripts Directories

The AAR files features also provides directories to store prompts, grammars,
documents, and scripts to be uploaded to the Repository.
The AAR directory structure mirrors the function of the Unified CCX Prompt,
Grammar, Documents, and Scripts Management web pages. Each directory
corresponds to each language for which to install prompts, grammars, documents
and scripts. Languages are defined using the Java Locale standard and the special
default directory is used for prompts, grammars, and documents that are common
to all languages.
Only Unified CCX supported prompt files and extensions are allowed within each
directory. The maximum length of each individual folder name and file name
within a directory is 64 characters.

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Prompts Directory
The Prompts directory stores prompts that must be uploaded to the prompt
repository (to make it seem like they were uploaded through Unified CCX Prompt
Management).

Grammars Directory
The Grammars directory stores grammars that must be uploaded to the grammar
repository (to make it seem like they were uploaded through Unified CCX
Grammar Management).

Documents Directory
The Documents directory stores documents that must be uploaded to the
document repository (to make it seem like they were uploaded through Unified
CCX Document Management).

Scripts Directory
The Scripts directory stores scripts that must be uploaded to the script repository
(to make it seem like they were uploaded through Unified CCX Script
Management).

Note The Script directory must define a single directory named default under which
all script files must be listed.

AAR Manifest
An AAR file manifest consists of a main section followed by a list of sections for
individual AAR file entries, each separated by a newline.
Information in a manifest file contains name-value pairs—which are also referred
to as headers or attributes. Groups of name-value pairs are known as a section;
sections are separated by empty lines.

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Table 10-1 describes the expected syntax of the manifest file.

Table 10-1 Manifest File Syntax

Name Value
section: *header +newline
nonempty-section: +header +newline
newline: CR LF | LF | CR (not followed by LF)
header: name: value
name: alphanum *headerchar
value: SPACE *otherchar newline *continuation
continuation: SPACE *otherchar newline
alphanum: {A-Z} | {a-z} | {0-9}
headerchar: alphanum | - | _
otherchar: Any UTF-8 character except NUL, CR and LF
Note To prevent corruption of files sent through e-mail, do not use
“From” to start a header.

The main section, which is terminated by an empty line:

• Contains security and configuration information about the AAR file itself, as
well as the applications or extensions that this AAR file is defining.
• Defines main attributes that apply to every individual manifest entry. No
attribute in this section can have its name equal to “Name”.
The individual sections define various attributes for directories or files contained
in this AAR file. Not all files in the AAR file need to be listed in the manifest as
entries. The manifest file itself must not be listed. Each section must start with an
attribute with the name as “Name”, and the value must be a relative path to the
file or directory.
If there are multiple individual sections for the same file entry, the attributes in
these sections are merged. If a certain attribute have different values in different
sections, the last one is recognized.
Attributes that are not understood are ignored. Such attributes may include
implementation specific information used by applications.

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Table 10-2 describes the specification for any file that can be archived in the
AAR.

Table 10-2 Syntax for AAR Files

Name Value
manifest-file main-section newline *individual-section
main-section version-info newline *main-attribute
version-info Manifest-Version: version-number
version-number digit+{.digit+}*
main-attribute (any legitimate main attribute) newline
individual-section Name: value newline *perentry-attribute
perentry-attribute (any legitimate perentry attribute) newline
newline CR LF | LF | CR (not followed by LF)
digit {0-9}

Attribute Types
Attributes that appear in the main section are called main attributes. Attributes
that appear in individual sections are called per-entry attributes. Some attributes
appear in both the main and individual sections, in which case the per-entry
attribute value overrides the main attribute value for the specified entry.

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Main Attributes
Main attributes are the attributes that are present in the main section of the
manifest:
• General main attributes: See Table 10-3.

Table 10-3 General Category in the Main Attributes

Attribute Description
Manifest-Version The manifest file version. The value is a legitimate
version number. Unified CCX 8.5(1) will start with
version 1.1.
Created-By The version and the vendor of the java
implementation on top of which this manifest file is
generated. This attribute is generated by the jar tool.
Cisco Unified The minimum Unified CCX version release
CCX-Version compatible with the AAR file. Unified CCX-version
is the accumulation of the Unified CCX release,
Unified CCX Service Release, and Unified CCX
Engineering Special defined in that order. For
example, if the AAR file is compatible with Cisco
Unified CCX release 4.5(1)_Build705,
SR1_Build001, ES2_Build002, the Cisco Unified
CCX-Version would be defined as
4.5(1)SR1ES2_Build002. Only the last build number
is taken. So for instance, if the AAR file is
compatible with Cisco Unified CCX release
4.5(1)_build705, SR1_Build001, then the Cisco
Unified CCX-Version is 4.5(1)SR1_Build001. As a
last example, if AAR file is compatible with Cisco
Unified CCX release 4.5(1)_Build705 and above,
then Cisco Unified CCX-Version would be
4.5(1)_Build705.

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Table 10-3 General Category in the Main Attributes

Attribute Description
Class-Path The directories or JAR files that need to be installed
and accessed by scripts directly. Entries are
separated by one or more spaces. The Unified CCX
class loader uses the value of this attribute to
construct its internal search path where each entry is
defined relative to the /Documents/default/classpath
directory in this AAR file.
Application-List The application configuration files from the
META-INF/applications/ directory to be installed.
Entries are separated by one or more spaces.
Subsystem-List The subsystem configuration files from the
META-INF/subsystems/ directory to be installed.
Entries are separated by one or more spaces.
Palette-List The step palettes that need to be installed. Each
palette listed in this attribute will have a set of
additional attributes that the Unified CCX editor uses
to specify the palette name and the palette steps to
install. Entries are separated by one or more spaces.
<palette>-Palette-Name The unique name of the palette to define in the
Unified CCX editor where the specified steps will be
grouped and accessible.
<palette>-Step-List The step configuration files from the
META-INF/steps/ directory to be installed under the
palette. Entries are separated by one or more spaces.

• Attribute defined for extension identification: Extension-Name

This attribute specifies a name for the extension contained in the AAR file.
The name should be a unique identifier.

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• Attributes defined for extension and directory versioning and sealing

information: These attributes define features of the extension which the AAR
file is a part of. The values of these attributes apply to all the directories in
the AAR file, but can be overridden by per-entry attributes. See Table 10-4.

Table 10-4 Implementation Category in the Main Attributes

Attribute Description
Implementation-Title The title of the extension implementation.
Implementation-Version The version of the extension implementation.
Implementation-Vendor The organization that maintains the extension
implementation.
Implementation-Vendor-Id The ID of the organization that maintains the
extension implementation.
Implementation-URL The URL from which the extension
implementation is downloaded.
Sealed Defines if this AAR file is sealed. Sealing a
directory means that the files uploaded to the
corresponding repository will not be modifiable
once installed unless the AAR file is reinstalled. If
set to true, then all directories in the AAR file
default to be sealed, unless individually defined
otherwise. If set to false, then all directories are
modifiable.

Per-Entry Attributes
Per-entry attributes apply only to individual AAR file entry with which the
manifest entry is associated. If the same attribute also appears in the main section,
then the value of the per-entry attribute overwrites the main attribute's value.
• Example 1: If AAR file a.aar has the following manifest content, then all the
files archived in a.aar are sealed, except US English prompts. If the same
attributes also appeared in an entry representing a parent directory of another
entry then the value of the per-entry attribute overwrites the parent directory
per-entry attribute’s value.
Manifest-Version: 1.1
Created-By: 1.2 (Sun Microsystems Inc.)

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Sealed: true
Name: Prompts/en_US/
Sealed: false

• Example 2: If AAR file a.aar has the following manifest content, then all the
US English prompts archived in a.aar are sealed, except US English prompts
located in the AA/ directory.
Manifest-Version: 1.1
Created-By: 1.2 (Sun Microsystems Inc.)
Name: Prompts/en_US/
Sealed: true
Name: Prompts/en_US/AA/
Sealed: false

The per-entry attributes fall into the following groups:

• Attributes defined for file contents: Content-Type
This attribute specifies the MIME type and subtype of data for a specific file
entry in the AAR file. The value should be a string in the form of
type/subtype. For example, image/bmp is an image type with a subtype of
bmp (representing bitmap). This indicates the file entry as an image with the
data stored as a bitmap. RFC 1521 and 1522 discuss and define the MIME
types definition.
• Attributes defined for directory versioning and sealing information:
These are the same set of attributes defined in Table 10-4 for the main
attributes. When used as per-entry attributes, these attributes overwrite the
main attributes for the individual file specified by the manifest entry.

META-INF Directory Attributes

The Unified CCX recognizes the x.MF file in the applications, subsystems, and
steps subdirectories in the META-INF directory and interprets each to configure
applications, subsystems, and steps respectively. The x is the base file name as
listed on the Application-List main attribute of the manifest file. The X.MF file
contains one section defining the configuration of a particular application.

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The application Subdirectory Attributes

Table 10-5 describes the syntax of the manifest file for the application
subdirectory.

Table 10-5 Application Subdirectory’s Manifest File Syntax

Name Value
application-file version-info newline *application-attribute
version-info Application-Version: version-number
version-number digit+{.digit+}*
application-attribute (any legitimate application attribute) newline
newline CR LF | LF | CR (not followed by LF)
digit {0-9}

The application attributes fall into the following groups:

• General main attributes: See Table 10-6.

Table 10-6 Application Attributes

Attribute Description
Application-Version The application configurations file version. The value
is a legitimate version number. For example, Cisco
Unified CCX Release 4.5 starts with version 1.1.
Application-Name The unique name of the application (see Unified CCX
Application Management).
Application-Type The type of the application (Cisco Script Application,
Busy, Ring-No-Answer, Unified ICME Translation
or Post Routing).
Application-Description The description for the application (see Unified CCX
(optional) Application Management).
Application-Id A unique identifier for the application (see Unified
CCX Application Management).
Max-Sessions The maximum number of sessions for the application
(see Unified CCX Application Management).

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Table 10-6 Application Attributes

Attribute Description
Enabled The application is enabled if the value is set to true
(see Unified CCX Application Management). If the
value is set to false, the case is ignored.
Script The main script of a Cisco Script Application (see
Unified CCX Application Management). The value
must be relative to the Scripts directory. Unified CCX
8.5(1) does not support configuring script
parameters.
Default-Script The default script of a Cisco Script Application,
Unified ICME Translation or Post Routing
application (see Unified CCX Application
Management). The value must be relative to the
Scripts directory. Unified CCX 8.5(1) does not
support configuring script parameters.
Initial-Script The initial script of a Unified CCX Post Routing
application (see Unified CCX Application
Management). The value must be relative to the
Scripts directory. Unified CCX 8.5(1) does not
support configuring script parameters.

• Attributes defined for application versioning and sealing information: These

attributes define features of the application to which the AAR file belongs.
These attributes are the same as those listed in “Implementation Category in
the Main Attributes” (see Table 10-4).

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 CH A P T E R 11
Managing the Unified CCX System

Unified CCX administration provides options to configure, control, and monitor

Unified CCX component activities and information across a cluster.

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

See the Installation Guide for Cisco Unified CCX and Cisco Unified IP IVR,
Release 8.5(1) for instructions about tasks that significantly change your Unified
CCX deployment, such as:
• Changing from a single-server deployment to a multiple-server deployment.
• Removing a Unified CCX Software component from a server.
• Moving a Unified CCX Software component to another server.
• Changes to a Unified CCX cluster (adding, removing, or replacing a server).
The following sections describe the day-to-day management of Unified CCX
components.
• Basic Terminology, page 11-2
• High Availability and Automatic Failover, page 11-3
• Managing Unified CCX CDS Information, page 11-4
• Managing System Parameters, page 11-5
• Changing IP Address of Unified CCX, page 11-10
• Exiting Unified CCX Administration, page 11-23

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Basic Terminology

Basic Terminology
This section provides information about different Unified CCX terminology.
• Cluster. A Unified CCX cluster (often referred to as cluster in this manual)
consists of one or more servers (nodes) that are running Unified CCX
components in your Unified CCX deployment. If you deploy Unified CCX
components on a single server, the Unified CCX cluster consists of that
server. If you deploy Unified CCX on multiple servers, the cluster includes
the Unified CCX server and standby server on which you installed Unified
CCX. The Unified CCX cluster supports up to two Unified CCX servers, one
designated as the active Unified CCX server and the other designated as the
standby Unified CCX server for high availability purposes.

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

• Cluster profile. The Unified CCX Administration web page (home page)
displays information about the cluster profile. A cluster profile includes data
relating to the Unified CCX servers, components, and licenses installed in a
cluster.
• Node (server). A server that is part of the Unified CCX cluster.
• Active Server. The active server provides all system services and resources.
You can deploy one active server in each Unified CCX subsystem. If the
active server fails, the Unified CCX subsystem automatically fails over to the
standby server (see High Availability and Automatic Failover, page 11-3).
• Standby Server. You can deploy up to two servers in each Unified CCX
system for high availability—one active server (master) and one standby (not
active) server. With high availability, if an active server becomes
unavailable, the standby server automatically becomes the active server (see
High Availability and Automatic Failover, page 11-3).
• Component.The software units in the Unified CCX system. The main
software components of the Unified CCX server are the Engine, datastores,
monitoring, recording, and the Cluster View Daemon (CVD). See the
Installation Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release
8.5(1) for more information on setup and installation procedures.

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• Service. An executable unit. A service may have other services as its

children. (For example, subsystems and managers are children of the engine
service).
• Feature. A logical representation of the functional unit.
• Master service. A specially-elected service. Only one service from the
Engine service, desktop services, database services set can be the master
within the Unified CCX Engine component. See the Cisco Unified Contact
Center Express Serviceability Guide for detailed information on services.
• Standby service. An active service that can take over the master
functionality in case the master service becomes unavailable within the
Unified CCX Engine component. You cannot configure the standby service.
The Cluster View Daemon (CVD) dynamically elects the services on the
active node to be the master. See the Cisco Unified Contact Center Express
Serviceability Guide for detailed information on services.

High Availability and Automatic Failover

Note Support for High Availability (HA) and remote servers is available only in
multiple-server deployments. Unified CCX does not support more than two nodes
in a HA setup. Expansion servers where the Database, Monitoring, or Recording
components are running on separate servers are not supported.

Unified CCX provides high availability and automatic failover capability through
the use of two servers, the active server and the standby server.
The active server provides all system services and resources; no services or
resources are available from the standby server. When you make administrative
changes on the active server, both the servers are synchronized.
If the active server fails, there is automatic failover to the standby server. For
detailed information on HA over WAN deployment, see Cisco Unified CCX
Solution Reference Network Design.

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Managing Unified CCX CDS Information

Network Partitions
Network malfunction or misconfiguration can create network partitions and split
the network into separate islands. If a node enters this state, the node is referred
to as being in the island mode. Nodes in the island mode are hard to detect. While
these nodes can communicate within a partitioned island, they cannot
communicate between partitioned islands. If the islands do not communicate, then
each island will select its own active server.
Generally, you can connect to the Unified CCX administration on any node, and
see a consistent cluster view. If a node is in the island mode, you will see different
cluster views when you connect to nodes in each island.

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

If your node enters the island mode, it should recover from the island mode as
soon as the underlying network issue is resolved. If the island mode persists,
check the network connectivity/reachability between the two CCX servers and
take action accordingly.

Managing Unified CCX CDS Information

The Unified CCX system stores configuration information in the Cisco
Configuration Datastore Server (CDS). The Unified CCX Administration
configurations are stored in the CDS.

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

The Unified CCX server can receive directory information from one Cisco
Unified Communications directory and application configuration and script logic
from a repository on another server. See Cisco Unified Contact Center Express
Serviceability Guide for detailed information.

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Managing System Parameters

The parameters in the System Parameters Configuration page are grouped
logically into sections with headings. Each parameter has a corresponding
suggested or default value on the right side of the page. Where applicable, radio
buttons are used to toggle between the parameter options.
In this web page, you can configure the number of historical reporting clients, the
recording count, port settings, the default session timeout, and codec.

Note Changing some system parameters like IP address, Network Time Protocol (NTP)
and so on can result in a different License MAC. You need to get rehosted license
files (with new License MAC) in such cases within 30-day grace period beyond
which the system will stop working.

Procedure

Step 1 Choose System > System Parameters from the Unified CCX Administration
menu bar.
The System Parameters Configuration web page appears displaying the following
fields.

Field Description
Generic System Parameters
System Time Zone The system or primary time zone will be the same as local time zone of the
primary Unified CCX node configured during installation. Display only
field. Unified CCX Administration uses this primary time zone to display
time-related data.

Note If you have changed the primary time zone, you need to reboot
both the nodes in the Unified CCX cluster.

Network Deployment Parameters (displayed only in a HA over WAN deployment)

Network Deployment Display only field that displays the network deployment type as LAN or
Type WAN only if we have more than one node.

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Field Description
Internationalization Parameters
Customizable Locales Use to specify a unique locale.
Default: (blank)
Default Currency Default currency, such as American dollars (USD), Euros, and so on. This
is a mandatory field.
The system uses the default currency for converting currency amounts in a
playable format when no currency designator is specified.
Default: American Dollar [USD]
Media Parameters
Codec The codec chosen during installation for this Unified CCX server.
The codec configuration settings differ based on the Unified CCX
deployment type:
• In Unified CM deployments, the codec parameter is configurable.
• In Unified CME deployments, the codec parameter is not configurable
and is always G711.
Recording Count The maximum number of simultaneous sessions that are supported with
this system configuration. This value cannot be greater than the number of
seats. This is a mandatory field.

Note Standard license package does not support recording. Premium

package license supports recording, however, when you upgrade
from Standard to Premium license package, you need to manually
change this recording count to a suitable value based on the
hardware type to enable recording functionality.

Default: 0
Default TTS Provider Default TTS (Text-to-Speech) provider.
Default: By default, no TTS provider is configured. Select a provider from
the drop-down list to configure it as the default. The system uses the
default TTS provider to determine which provider to use if the TTS request
does not explicitly specify the provider to use.

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Field Description
User Prompts override When enabled, custom recorded prompt files can be uploaded to the
System Prompts appropriate language directory under Prompt Management as described in
Managing Prompt Files, page 10-2, to override the system default prompt
files for that language. By default, this is disabled.
Application Parameters
Supervisor Access The Administrator uses this option to allow certain privileges to
supervisors (all supervisors have the same privilege). The options are:
• No access to teams—The supervisor logs into the Supervisor page, but
will not be able to see any team information (No RmCm info).
• Access to all teams—The supervisor logs into the Supervisor page, and
will be able to see all the teams (RmCm information)
• Access to supervisor’s teams only—The supervisor logs into the
Supervisor page, and will be able to see the teams they supervise.
Default: No access to teams

Note A supervisor who does not have administrator privileges can add,
modify, or remove skills from an agent (see Supervisor Privileges,
page 15-3).

Max Number of Executed The maximum number of steps an application can execute before the
Steps Unified CCX Engine terminates the script or application. This is a
mandatory field.
This limitation is intended to prevent a script from running indefinitely.
Default: 1000
Note Do not change the default value.
Additional Tasks This field allows you to control the creation of additional threads that the
Unified CCX server internally initializes based on licensed Unified IP IVR
ports. This is a mandatory field.
Default: 0

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Field Description
Default Session Timeout Maximum amount of time (in minutes) a user-defined mapping ID remains
in the session object memory after the session is moved to the idle state.
During this duration, the session continues to be accessible even if you
have terminated that session. Use this setting to configure the time required
to perform your after-call work (for example, writing variables to a
database before clearing the session). This is a mandatory field.
The default is 30 minutes (recommended). Reducing this number, also
reduces the system memory usage comparatively.
You can add a user-defined mapping ID to a session using the Session
Mapping step in the script editor. Once assigned, you can use this mapping
ID to get the session object from another application instance. By doing so,
other applications obtain access to the session context. See the Cisco
Unified CCX Getting Started with Scripts guide for more information.
Enterprise Call Info A character used Get/Set Enterprise Call Info steps in the Unified CCX
Parameter Separator Editor to act as a delimiter for call data. This is a mandatory field.
Default: | (bar)
Agent State after Ring Radio button determining how agent state should be set after a Ring No
No Answer Answer event. This is a mandatory field. The choices are:
• Ready. If an agent does not answer a call, the Agent State is set to
Ready.
• Not Ready (default). If an agent does not answer a call, the Agent State
is set to Not Ready.
Number of HR session The number of Historical Reporting sessions that can be supported with
licenses this system configuration. This denotes the number of historical reporting
clients that can be started simultaneously on different client machines. This
is a mandatory field.
This value cannot be greater than the number of licensed seats in the case
of Unified CCX (see Historical Reporting Configuration, page 12-2).
Default: 0 for Unified CCX (Standard, Enhanced, and Premium), 5 Unified
IP IVR.

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Field Description
Number of Outbound The maximum number of Outbound seats. The configuration of Outbound
seats seats is done during the initial configuration or setup phase, after the
installation.

Note This is a mandatory field. This field will be displayed only if

you have a Premium license.

The maximum number of preview outbound seats that can be configured is

the limited by either the Premium Seat Count or the hardware limit,
whichever is the least. If there is an invalid entry during configuration, an
error message is displayed.
The hardware limit for the Preview Outbound seat count is as shown in the
table:

System Ports Parameters

RMI Port The port number used by the Unified CCX CVD to serve RMI requests.
This is a mandatory field.
Default: 6999

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Field Description
RmCm TCP Port TCP port number on which the CTI server component of the RmCm
subsystem opens the server socket and listens to the clients. All CTI server
clients, such as Cisco Agent Desktop, Unified ICME Server, Sync Server,
and IP Phone Agent Server, use this port number. This is a read-only field
and cannot be modified.
Default: 12028
Master Listener TCP Port TCP port used for communication between CVD and Cisco
Agent/Supervisor Desktop Services. This is a read-only field and cannot be
modified.
Default: 1994

Step 2 Click Update icon that displays in the tool bar in the upper, left corner of the
window or the Update button that displays at the bottom of the window.
The system notifies all nodes in the cluster about the changes.

Note If Cluster View Daemon is in Shutdown state during this operation, then the
changes just made are synchronized on that node when Cluster View Daemon is
started again.

Changing IP Address of Unified CCX

This section provides the steps you need to follow whenever there is a change in
IP address for the following Unified CCX deployments:
• Unified CCX Cluster with Single-node
• Unified CCX Cluster with High Availability (HA)
You may want to change the IP address for a variety of reasons, including moving
the server from one segment to another or resolving a duplicate IP address
problem. This section contains the following sub-sections:
• Readiness Checklist, page 11-11

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• Changing the IP Address, page 11-13

– Changing the IP Address for Server in a Single-Node Deployment,
page 11-13
– Changing the IP Addresses for Servers in a High Availability (HA)
Deployment, page 11-16
• Post-Change Task List, page 11-22

Note Host name change is not supported in Cisco Unified CCX 8.5(1).

Readiness Checklist
Perform the following tasks to ensure that your system is prepared for a successful
IP address change.

Note If you do not receive the results that you expect when you perform these tasks, do
not continue with this procedure until after you resolve any problems that you
find. DB replication across the entire cluster is essential for this process.

Procedure

Step 1 List all servers in the cluster and note whether the nodes are defined by using IP
addresses or host names.
• From Cisco Customer Response Solutions menu bar on the first node,
navigate to System > Server. A list of all servers in the cluster displays.
• See whether the servers are defined using IP addresses or host names and
capture this list of servers for later reference. Ensure that you have saved an
inventory of both the host name and IP address of each node in your cluster.
Step 2 Ensure that all servers in the cluster are up and available by checking for any
active ServerDown alerts. You can check by using either the Real Time
Monitoring Tool (RTMT) or the Command Line Interface (CLI) on the first node.
• To check by using RTMT, access Alert Central and check for ServerDown
alerts.

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• To check by using the CLI on the first node, enter the following command
and inspect the application event log:
file search activelog syslog/CiscoSyslog ServerDown

Step 3 Check the DB replication status on all the Cisco CRS nodes and Cisco Unified
Communications nodes in the cluster to ensure that all servers are replicating
database changes successfully using the steps mentioned below:
a. For Unified CCX: In a High Availability deployment of Unified CCX, you
can check the DB replication status for the datastores across all servers in the
cluster using Unified CCX Serviceability Administration. Choose Tools >
Datastore Control Center > Replication Servers from the Unified CCX
Serviceability menu bar to view the replication status. The value in State field
for both the servers in this web page should display ACTIVE/ CONNECTED.
Refer to Cisco Unified Contact Center Express Serviceability Guide for more
information on how to reset replication.
b. For Cisco Unified Communications Platform: You can check the DB
replication status on all the Cisco Unified Communications nodes in the
cluster by using either RTMT or a CLI command.
– To check by using RTMT, access the Database Summary and inspect the
replication status.
– To check by using the CLI, enter the command that is shown in the
following example:
admin: show perf query class "Number of Replicates Created and
State of Replication"
==>query class :

- Perf class (Number of Replicates Created and State of

Replication)
has instances and values:
ReplicateCount -> Number of Replicates Created = 344
ReplicateCount -> Replicate_State = 2

Be aware that the Replicate_State object shows a value of 2 in this case. The
following list shows the possible values for Replicate_State:
– 0—Replication Not Started. Either no subscribers exist, or the Database
Layer Monitor service is not running and has not been running since the
subscriber was installed.
– 1—Replicates have been created, but their count is incorrect.

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– 2—Replication is good.
– 3—Replication is bad in the cluster.
– 4—Replication setup did not succeed.
Step 4 Run a manual DRS backup and ensure that all nodes and active services are
backed up successfully. For more information, refer the Disaster Recovery System
Administration Guide for your release.
Step 5 Run the CLI command utils diagnose module validate_network through
Platform CLI on all nodes in the cluster to ensure network connectivity and DNS
server configuration are intact.

Changing the IP Address

This section describes how to change the IP address.

Caution Changing the IP address on any node in a Cisco CRS cluster can interrupt call
processing and other system functions. Also, changing the IP address can cause
the system to generate certain alarms and alerts such as ServerDown and
automatic failover to a backup server may not operate. Because of this potential
impact to the system, you must perform IP address changes during a planned
maintenance window.

This section contains the following subsections:

• Changing the IP Address for Server in a Single-Node Deployment
• Changing the IP Addresses for Servers in a High Availability (HA)
Deployment

Changing the IP Address for Server in a Single-Node Deployment

Use this procedure to change the IP address of the server in a single-node
deployment.

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Procedure

Step 1 Change the DNS record of the server to point to the new IP address. Ensure that
you correctly update both the forward (A) and reverse (PTR) records, and there
are no duplicate PTR records.

Note Skip Step 2 if the server is defined by host name and you are changing only the
IP address.

Step 2 From Cisco Customer Response Solutions menu bar, perform the following tasks:
a. Navigate to System > Server. Click the IP address of the server.
b. The Server Configuration page for the server opens. Enter the new IP address
in the Host Name/IP Address field and click Save.
Step 3 If you are moving the server to a different subnet that requires a new default
gateway address, you can change the default gateway and IP address using either
CLI command or through Cisco Unified Communications Operating System
Administration interface as explained below:

Using CLI command:

a. To change the default gateway, enter the following CLI command:
set network gateway <IP Address>
The following sample output displays:
admin:set network gateway 10.3.90.2
*** W A R N I N G ***
This will cause the system to temporarily lose network
connectivity

Do you want to continue ?

Enter "yes" to continue or any other key to abort

yes
executing...
admin:

Note Ensure that the server is moved to the new subnet and has access to the default
gateway before proceeding to the following sub-step.

b. To change the IP address of the server, enter the following CLI command:

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set network ip eth0 <ip_address> <netmask>

where ip_address specifies the new server IP address and netmask specifies
the new server network mask.
The following sample output displays:
admin: set network ip eth0 10.3.90.21 255.255.254.0
** W A R N I N G ***
If there are IP addresses (not hostnames)
configured in UCCX Administration
under System -> Servers then you must change
the IP address there BEFORE changing it here
or call processing will fail. This will cause the system to
restart
=======================================================
Note: To recognize the new IP address all nodes within
the cluster will have to be manually rebooted.
=======================================================
Do you want to continue?
Enter "yes" to continue and restart or any other key to abort

Enter y and press Enter. This will automatically reboot this server with the
new IP address.

Through Cisco Unified Communications Operating System Administration Interface:

Alternatively, you can change the IP address and default gateway of the
server from Cisco Unified Communications Operating System
Administration interface using the steps mentioned below:
a. Choose Settings > IP > Ethernet.
b. Change the IP address, default gateway, and netmask, and click Save. The
server reboots automatically with the new IP address.
Step 4 If you change the IP address, License MAC of the server will also change. Rehost
the new license. Old license enters its grace period.
Step 5 From Cisco Desktop Administrator web page, choose Services Configuration >
Silent Monitoring & Recording > Remove VoIP/Recording & Playback
Services. Remove any VoIP Monitor Service or Recording & Playback Service
listed, which uses the IP address that has been changed.

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Step 6 From Cisco Desktop Administrator, navigate to CAD Configuration Setup.

Update primary location of the CAD-BE Server to the new IP address. The
Services IP Address should display the new IP address. If not, change it to the new
IP address. Click Save and then restart all CAD services on the server after
making these updates.

Note When you change the IP address in a single node deployment, CAD does not
launch itself and you need to run the Cisco Unified CCX Desktop Client
Configuration tool to update the client installations with the new IP address (see
Post-Change Task List, page 11-22).

Changing the IP Addresses for Servers in a High Availability (HA) Deployment

Use the following subsections to change the IP address of publisher and
subscriber in a HA deployment:
• Changing the IP Address for Publisher Server in a HA Deployment,
page 11-16
• Changing the IP Address for Subscriber Server in a HA Deployment,
page 11-19

Changing the IP Address for Publisher Server in a HA Deployment

Use this procedure to change the IP address of publisher server in a HA

deployment.

Procedure

Step 1 Change the DNS record of the publisher server to point to the new IP address.
Ensure that you correctly update both the forward (A) and reverse (PTR) records,
and there are no duplicate PTR records.
Step 2 Verify that the DNS change propagates to other nodes by using the utils
network host and show tech network hosts CLI commands on all the cluster
nodes.

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Note Skip Step 3 if the server is defined by host name and you are changing only the
IP address.

Step 3 From Cisco Customer Response Solutions menu bar, perform the following tasks:
a. Navigate to System > Server. From the List Servers web page, click the IP
address of the publisher server.
b. The Server Configuration page for the publisher server opens. Enter the new
IP address in the Host Name/IP Address field and click Save.
Step 4 From the Cisco Unified Operating System Administration web page of the
subscriber server in the cluster, perform the following tasks:
a. Navigate to Settings > IP > Publisher.
b. Change the IP address of the publisher server.
Step 5 To update new IP of the publisher server in subscriber, enter the following CLI
command on the subscriber server:
utils uccx modify remote_IPAddress <Old_IP_of_Publisher>
<New_IP_of_Publisher>

The following output displays:

admin:utils uccx modify remote_IPAddress 10.3.90.21 10.3.90.28

Old Remote IP Address: 10.3.90.21

New Remote IP Address: 10.3.90.28

This command should be executed only in case you are changing IP

Address of remote server.
Are you sure you want to run this command?
Continue (y/n)?

Enter y and press Enter.

Step 6 If you are moving the publisher server to a different subnet that requires a new
default gateway address, you can change the default gateway and IP address using
either CLI command or through Cisco Unified Communications Operating
System Administration interface as explained below:

Using CLI command:

a. To change the default gateway, enter the following CLI command:

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set network gateway <IP Address>

The following sample output displays:
admin:set network gateway 10.3.90.2
*** W A R N I N G ***
This will cause the system to temporarily lose network
connectivity

Do you want to continue ?

Enter "yes" to continue or any other key to abort

yes
executing...
admin:

Note Ensure that the server is moved to the new subnet and has access to the default
gateway before proceeding to the following sub-step.

b. To change the IP address of the server, enter the following CLI command:
set network ip eth0 <ip_address> <netmask>
where ip_address specifies the new server IP address and netmask specifies
the new server network mask.
The following sample output displays:
admin: set network ip eth0 10.3.90.21 255.255.254.0
** W A R N I N G ***
If there are IP addresses (not hostnames)
configured in UCCX Administration
under System -> Servers then you must change
the IP address there BEFORE changing it here
or call processing will fail. This will cause the system to
restart
=======================================================
Note: To recognize the new IP address all nodes within
the cluster will have to be manually rebooted.
=======================================================
Do you want to continue?
Enter "yes" to continue and restart or any other key to abort

Enter y and press Enter. This will automatically reboot this server with the
new IP address.

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Through Cisco Unified Communications Operating System Administration Interface:

Alternatively, you can change the IP address and default gateway of the
server from Cisco Unified Communications Operating System
Administration interface using the steps mentioned below:
a. Choose Settings > IP > Ethernet.
b. Change the IP address, default gateway, and netmask, and click Save. The
server reboots automatically with the new IP address.
Step 7 Reboot all other servers in the cluster using the CLI command utils system
restart.

Step 8 If you change the IP address, License MAC will also change. Rehost the new
license for the new LicenseMAC. Old license enters its grace period.
Step 9 From Cisco Desktop Administrator web page, choose Services Configuration >
Silent Monitoring & Recording > Remove VoIP/Recording & Playback
Services. Remove any VoIP Monitor Service or Recording & Playback Service
listed, which uses the IP address that has been changed.
Step 10 From Cisco Desktop Administrator, navigate to CAD Configuration Setup.
Update primary and secondary location of the CAD-BE Servers to the new IP
address. The Services IP Address should display the new IP address. If not,
change it to the new IP address. Click Save and then restart all CAD services on
the server after making these updates.

Note When you change the IP address of publisher, CAD will connect to the subscriber
and will update the IP address of the publisher automatically through its True
Update functionality (see Post-Change Task List, page 11-22).

Changing the IP Address for Subscriber Server in a HA Deployment

Use this procedure to change the IP address of a subscriber server in a HA

deployment.

Procedure

Step 1 Change the DNS record of the subscriber server to point to the new IP address.
Ensure that you correctly update both the forward (A) and reverse (PTR) records,
and there are no duplicate PTR records.

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Step 2 Verify that the DNS change propagates to other nodes by using the utils
network host and show tech network hosts CLI commands on all the cluster
nodes.

Note Skip Step 3 if the server is defined by host name and you are changing only the
IP address.

Step 3 From Cisco Customer Response Solutions menu bar, perform the following tasks:
a. Navigate to System > Server. From the List Servers web page, click the IP
address of the subscriber server.
b. The Server Configuration page for the subscriber server opens. Enter the new
IP address in the Host Name/IP Address field and click Save.

Note You can use the CLI command run sql select name,nodeid from ProcessNode
to check whether the new IP address has been replicated on all the servers.

Step 4 To update new IP of the subscriber in publisher, enter the following CLI
command on the publisher server:
utils uccx modify remote_IPAddress <Old_IP_of_Subscriber>
<New_IP_of_Subscriber>

The following output displays:

admin:utils uccx modify remote_IPAddress 10.3.90.21 10.3.90.28

Old Remote IP Address: 10.3.90.21

New Remote IP Address: 10.3.90.28

This command should be executed only in case you are changing IP

Address of remote server.
Are you sure you want to run this command?
Continue (y/n)?

Enter y and press Enter.

Step 5 If you are moving the server to a different subnet that requires a new default
gateway address, you can change the default gateway and IP address using either
CLI command or through Cisco Unified Communications Operating System
Administration interface as explained below:

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Using CLI command:

a. To change the default gateway, enter the following CLI command:
set network gateway <IP Address>
The following sample output displays:
admin:set network gateway 10.3.90.2
*** W A R N I N G ***
This will cause the system to temporarily lose network
connectivity

Do you want to continue ?

Enter "yes" to continue or any other key to abort

yes
executing...
admin:

Note Ensure that the server is moved to the new subnet and has access to the default
gateway before proceeding to the following sub-step.

b. To change the IP address of the server, enter the following CLI command:
set network ip eth0 <ip_address> <netmask>
where ip_address specifies the new server IP address and netmask specifies
the new server network mask.
The following sample output displays:
admin: set network ip eth0 10.3.90.21 255.255.254.0
** W A R N I N G ***
If there are IP addresses (not hostnames)
configured in UCCX Administration
under System -> Servers then you must change
the IP address there BEFORE changing it here
or call processing will fail. This will cause the system to
restart
=======================================================
Note: To recognize the new IP address all nodes within
the cluster will have to be manually rebooted.
=======================================================
Do you want to continue?
Enter "yes" to continue and restart or any other key to abort

Enter y and press Enter. This will automatically reboot this server with the
new IP address.

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Through Cisco Unified Communications Operating System Administration Interface:

Alternatively, you can change the IP address and default gateway of the
server from Cisco Unified Communications Operating System
Administration interface using the steps mentioned below:
a. Choose Settings > IP > Ethernet.
b. Change the IP address, default gateway, and netmask, and click Save. The
server reboots automatically with the new IP address.
Step 6 Reboot all other servers in the cluster using the CLI command utils system
restart.

Step 7 From Cisco Desktop Administrator web page, choose Services Configuration >
Silent Monitoring & Recording > Remove VoIP/Recording & Playback
Services. Remove any VoIP Monitor Service or Recording & Playback Service
listed, which uses the IP address that has been changed.
Step 8 From Cisco Desktop Administrator, navigate to CAD Configuration Setup.
Update primary and secondary location of the CAD-BE Servers to the new IP
address. The Services IP Address should display the new IP address. If not,
change it to the new IP address. Click Save and then restart all CAD services on
the server after making these updates.

Post-Change Task List

Once you change the IP addresses of your cluster, complete the following tasks:

Procedure

Step 1 Choose Tools > Plug-ins and click Cisco Unified CCX Desktop Suites from the
Unified CCX Administration menu bar. From the Cisco Unified CCX web page,
run the Cisco Unified CCX Desktop Client Configuration tool to update the client
installations with the new IP addresses. 
On the client, if only one IP address in a HA system has been updated and the
client is an XP machine with administrator privileges, then the Automatic Update
process will update the registry the next time the user logs on. However, you will
have to manually update the client's system by running C:\Program
Files\Cisco\Desktop\bin\PostInstall.exe program, and update it with the
correct IP addresses, if any of the following conditions are true:
• IP address of a single node deployment is changed

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• Both IP addresses in a HA system is changed

• Client OS is Microsoft Vista or Win7
• Client does not have administrative rights
Step 2 Ensure that all the servers in the cluster are up and available.
Step 3 Check the DB replication status as mentioned in Step 3 of the Readiness Checklist
to ensure all the servers are replicating database changes successfully.
Step 4 Run a manual DRS Backup and ensure that all nodes and active services are
successfully backed up.
Step 5 Run the CLI command utils diagnose module validate_network through
platform CLI on all nodes in the cluster to ensure network connectivity and DNS
server configuration are intact.
Step 6 If you have changed the IP address to move the Unified CCX server to a different
network, then any firewall configuration on the other network must be changed to
permit or deny traffic from the new IP address.
Step 7 If you have created any DSN using old IP address, change the DSN to point to the
new IP. For example, the DSN created for Wallboard.
Step 8 You might have to update the new IP address in the following web pages as well:
• Cisco Desktop Administrator > Cisco Unified Presence Settings > Cisco
Unified Presence Cluster - Publisher Host/IP Address and Subscriber
Host/IP Addresses
• Cisco Desktop Administrator > Agent E-Mail Settings > Global Settings
- IMAP Server Host/IP Address and SMTP Server Host/IP Address
• Work Flow Configuration > User Interface > Browser Setup - URL and
Home Page
• Work Flow Configuration > HTTP Action - Host
• Work Flow Configuration > IPC Action - IP Address

Exiting Unified CCX Administration

To exit Unified CCX Administration without closing your web browser, you can:

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• Click the Logout link displayed in the top right corner of any Cisco Unified
CCX Administration web page or
• Choose System > Logout from the Unified CCX Administration menu bar.
The system logs you out of Unified CCX and displays the Unified CCX
Authentication web page.

Note You can also exit Unified CCX Administration by closing your web browser.

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Managing Unified CCX Historical
Reporting

The following sections describe how to manage the Unified CCX Historical
Datastore to accommodate historical reporting.
• About Unified CCX Historical Datastore, page 12-1
• Historical Reporting Configuration, page 12-2
• Purging Historical Data, page 12-3
• File Restore, page 12-7

About Unified CCX Historical Datastore

In a Unified CCX Cluster, there can be one or more Historical datastores.

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

The Historical Unified CCX Datastore can be co-located only on the server with
the Unified CCX Engine.

Note For more information about Historical datastore, see Cisco Unified Contact
Center Express Serviceability Guide.

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Historical Reporting Configuration

Historical Reporting Configuration

Note Verify that the Number of HR Session Licenses field is updated to
reflect the licensed value. This value cannot be greater than the number
of licensed Unified CCX seats. The default value is 0 for Unified CCX
(Standard, Enhanced, and Premium), and 5 for Unified IP IVR (see
Managing System Parameters, page 11-5).

Caution If this value remains at 0 (default), you may encounter a licensing error
and you cannot login to the Historical Reporting Client.

The Unified CCX Historical Reporting subsystem provides you with a way to set
up and manage the purging of the Historical Reporting databases.
Setting up Unified CCX for Historical Reporting consists of three tasks:
1. Configuring Database Server Limits, page 12-2
2. Viewing Historical Reports, page 12-3
3. Configuring Automatic Purging, page 12-4

Configuring Database Server Limits

To limit the performance impact of historical reporting on a particular Unified
CCX server, you can configure a maximum number of five client/scheduler
database connections per server.
To do so, complete the following steps:

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Tools > Historical
Reporting > Database Server Configuration.

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The Database Server Configuration web page opens with the following fields:

Field Description
Server Name The host name or IP Address of the database server.
Maximum DB Connections for The maximum number of client and scheduler connections that can
Report Clients Sessions access the Historical Reports Database server.
There is a limit of 5 instances of Historical Reporting Client and
Scheduler based on the load that can be run on each server. The
historical report client issues an error if you exceed this limit.

Step 2 Enter a value in the Maximum DB Connections for Report Client Sessions field
next to a Server Name.
Step 3 Click Update.
The configuration changes take effect.

Viewing Historical Reports

Choose Tools > User Management > Reporting Capability View to configure
historical reporting users. The User Configuration web page opens (see Historical
Report User Privileges, page 15-5) for detailed instructions. You can view the
historical reports through Historical Reporting client.

Purging Historical Data

As the Unified CCX Engine runs, it collects information about the status and
performance of the Unified CCX system. Historical information is stored in a
database that can then be accessed to provide reports (see the Cisco Unified CCX
Historical Reports User Guide for more information about Unified CCX
Historical Reports).
When the database approaches its maximum size, some or all of the data in it must
be removed. Removing data from a database is called purging.

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Purging Historical Data

When the system purges data, it removes data from the db_cra database. It
determines what information to purge based on the number of months you specify
and on the current date. For example, if you instruct the system to purge data older
than 12 months, a purge on January 15 will purge data older than January 15 of
the previous year.

Note When you purge data, you permanently delete it. If you want to keep data that will
be purged, back up the database.

Unified CCX Administration provides the following features for purging

historical reports from the database:
• Daily comparison of the size of the database to a user-specified maximum
size
• User-specified time at which the system purges data
• Automatic purging of the database when it exceeds the user-specified
maximum sizes
• Automatic purging of the database based on user-specified parameters
• Manual purging of the database
This section describes:
• Configuring Automatic Purging, page 12-4
• Purging Manually, page 12-6

Configuring Automatic Purging

The Unified CCX Engine performs automatic purging each day at a preset time.
To help keep your system running most efficiently, schedule automatic purging
to run when your system is least busy. By default, daily purges are scheduled to
run at 12:00 a.m. (00:00 Hrs), but you can change this time.
The system bases its purging activities on a variety of parameters. You can change
the default value for any parameter as needed.
The following section contains the procedure for setting daily purge schedule and
auto purge.

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Configuring Purge Schedule Configuration Parameters

You can change the time of day that the system assesses the need to purge data
and the age of data to purge.
When data is purged, the Unified CCX sends a “Database purged” message. This
message announces that a purge has taken place and includes an explanation of
the purging activity. If the database is approaching its maximum size, then the
Unified CCX sends the following message - “Database approaching maximum
size”.
The system can send notifications through the following two methods:
• Syslog (system log)
• SNMP traps
To set the purge schedule configuration parameters, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Tools >
Historical Reporting > Purge Schedule Configuration.
The Purge Schedule Configuration area opens. The following fields are displayed
in the Purge Schedule Configuration area.

Field Description
Purge Schedule
Daily purge at Time of day for the daily purge along with the time zone. The
time mentioned here is based on the primary time zone,
which is specified during initial setup of Unified CCX
Administration.
In a High Availability over WAN deployment, the purge
schedule will happen at the time zone of the primary node.
Purge data older than Number of months data can persist before being purged.
Auto Purge Configuration

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Field Description
Initiate automatic purge when database Percentage of the maximum database size at which an
exceeds automatic purge is initiated (as compared to the total
available size).
Auto purge data for the oldest Age of data to be purged.

Step 2 From the drop-down list in the Daily purge at field, choose a time of day at which
the system determines if purging is necessary.
Step 3 From the drop-down list in the Purge data older than field, choose the required
number of months.
If the system determines that purging is necessary, it will purge both databases of
data that is older than the number of months specified in this field.
Step 4 From the drop-down list in the Initiate automatic purge when database size
exceeds field, accept the default, or choose another number.
Step 5 From the drop-down menu in the Auto purge data for the oldest field, accept the
default of 15, or choose another number.
Step 6 Click Update icon that displays in the tool bar in the upper, left corner of the
window or the Update button that displays at the bottom of the window.
The new purge schedule configuration is added to the Unified CCX system.

Purging Manually
You can manually purge the databases at any time. This action will not affect the
automatic purging schedule.

Note Support for High Availability is available only in multiple-server deployments.

To manually purge historical data, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Tools >
Historical Reporting > Purge Now.

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File Restore

The Purge Now web page opens. The Purge data older than field is displayed in
the Purge Now web page. You can specify this field in months and days.
Step 2 From the drop-down list in the Purge data older than N months field, keep the
default (13 months) or specify the required number of months.
If the system determines that purging is necessary, it will purge both databases of
data that is older than the number of months specified in this field.
The Initiate automatic purge when database exceeds field displays the current
historical database size as compared to the total available size.
Step 3 From the drop-down list in the Purge data older than N days field, keep the default
(15 days) or specify the required number of days.
If the system determines that purging is necessary, it will purge both databases of
data that is older than the number of days specified in this field.
Step 4 Click Purge Now.
The database purge is initiated in the server and the Purge Now area refreshes.

Related Topic
• Configuring Purge Schedule Configuration Parameters, page 12-5

File Restore
Use the File Restore menu option to restore the database records written to HR
files when the database goes down. See File Restore, page 20-12 for detailed
information on how to restore the database records written to HR files when the
database goes down.

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Configuring Unified CCX Outbound
Dialer

The Unified CCX Outbound Dialer feature, available in the Unified CM version
of the Unified CCX product, is bundled along with the Unified CCX Premium
license package. This chapter provides conceptual, installation, and configuration
information about the Unified CCX Outbound application.
When you upload the Premium license, the Outbound subsystem will
automatically appear in the Subsystems menu. With this feature, you can maintain
high agent productivity by configuring contact centers for automated Outbound
activities and allow agents who are not busy with inbound calls to perform
Outbound calls.

Unified CCX Outbound IVR Dialer Types

In addition to the existing preview outbound dialer option, Unified CCX Release
8.5(1) supports IVR-based dialing. You can configure a campaign as an Outbound
IVR campaign if you have an Outbound IVR license in addition to the existing
Unified CCX Premium license. If you select the IVR based option for a campaign,
the outbound calls will be handled by the IVR scripts. Typical applications
include appointment and bill payment reminders.
You can choose any one of the following dialer types for an IVR-based campaign:
• Progressive
• Predictive

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Predictive/Progressive Dialer is developed to leverage call control and Answering

Machine Detection (AMD) capability of SIP Gateway Interface to perform
dialing, call control, and Call Progress Analysis for Outbound campaigns. This
offloads call control off the Unified CM since the calls that need not be treated by
an agent or an IVR such as no answers, busy tones, and so on are not sent to
Unified CM.
You can procure Unified CCX Outbound IVR license based on the IVR ports that
you want to use for an Outbound IVR campaign. You need to upload an additional
license for Outbound IVR feature. The Outbound IVR feature will not be
available with Premium license of Unified CCX (see Unified CCX Requirements,
page 13-4).

Note The Outbound feature is not supported in the following Unified CCX packages:
- Unified CCX Standard version
- Unified CCX Enhanced version
- Unified CME Version of Unified CCX
- Unified IP IVR

The following sections describe how to configure the Outbound feature in detail.
• About the Outbound Feature for Unified CCX, page 13-3
• Dialing Modes, page 13-8
• Steps to Configure an Outbound IVR Subsystem in Unified CCX, page 13-14
• How Is a Contact’s Local Time Determined?, page 13-15
• The Outbound Configuration Checklist, page 13-16
• Verifying the RmCm and Outbound Subsystems, page 13-17
• Configuring General Outbound Properties, page 13-18
• Adding a New Campaign, page 13-31
• Importing Contacts for a Campaign, page 13-39
• Enabling Campaigns, page 13-41
• Adding Area Codes, page 13-42
• Setting-up Communications with the Agent’s Desktop, page 13-43
• Handling Do Not Call Contacts, page 13-59

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About the Outbound Feature for Unified CCX

About the Outbound Feature for Unified CCX

The Outbound feature provides Outbound dialing functionality in addition to
existing Unified CCX inbound capabilities. This feature allows agents who are
not busy with inbound calls to handle Outbound calls.
With the Outbound feature, customer calls are placed using the Cisco Unified
Communications by way of the Unified CM for call control.
This section contains the following topics:
• Outbound Characteristics, page 13-3
• Unified CCX Requirements, page 13-4
• Outbound Components, page 13-7
• Dialing Modes, page 13-8

Outbound Characteristics
The Outbound feature includes the following characteristics:
• An Outbound subsystem that can be monitored from the control center
• Dialing modes - Direct preview, Predictive, and Progressive
• Unified CCX Administration web pages to configure the Outbound feature
• Outbound historical report templates (see the Cisco Unified CCX Historical
Reports User Guide)

Note Calls made by the Outbound subsystem will not be displayed in the
Contacts Summary Real-Time Report.

• Real-Time reports are part of the Unified CCX Administration GUI real-time
reporting applet (see Chapter 14, “Reporting on Real-Time Unified CCX
Data”)
• Access to real-time Outbound data from the GetReportingStatistics step
• Cisco Agent Desktop (CAD) allows agents to handle Outbound calls (see the
Cisco Desktop Administrator’s User Guide)
• Sequential dialing

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About the Outbound Feature for Unified CCX

Related Topics:
• About the Outbound Feature for Unified CCX, page 13-3
• Unified CCX Requirements, page 13-4
• Outbound Components, page 13-7
• Direct Preview Dialing Mode, page 13-9

Unified CCX Requirements

To use the Outbound feature, you must adhere to the following requirements:
• Unified CCX Licensing Requirements: The licensing requirements for
Outbound feature in Unified CCX will vary depending on the dialing modes
(see Dialing Modes, page 13-8).
– For Unified CCX Outbound Direct Preview Dialer: The Unified CCX
Outbound Preview Dialer feature is automatically available with
Premium license package without any additional license. It is no longer
available with Enhanced license (see Unified CCX Licensing Packages,
page A-1).
– For Unified CCX Outbound IVR Dialer: You need to upload an
Outbound IVR license on top of Unified CCX premium license with the
required number of IVR ports that you would like to use for the Outbound
IVR feature (see Uploading Licenses, page 1-15).

Note The sum of inbound and outbound IVR ports should be less than or equal to
maximum number of IVR ports supported for your hardware model.

Once you obtain the Outbound IVR license for a specific number of
ports, the IVR ports will be distributed between the inbound and
outbound IVR calls using the following approach based on the different
scenarios explained below.
You can view the licensed IVR ports for outbound and inbound and the
dedicated ports for both outbound and inbound calls by navigating to
System > License Information > Display License(s) submenu from the
Unified CCX Administration menu bar.

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Scenario 1:
If your Contact Center is already utilizing maximum licensed IVR ports
supported for your hardware model, then:
– Inbound calls will take precedence over the configured Outbound IVR
calls.
– If IVR ports are dedicated for a campaign, then the Outbound IVR ports
available for the campaign will be gradually incremented as and when the
inbound ports become free.
For example, if you have an MCS 7845 hardware that supports maximum of
300 IVR ports and if you have 200 premium seats, then the current licensed
IVR ports = 300 (Minimum of [seats*2, maximum supported for platform]).
In this case, if you upload an Outbound IVR add-on license for 100 IVR ports
and add 3 campaigns with 20 dedicated ports each running at the same time,
then the 60 Outbound IVR ports will be available to the campaigns only when
the number of inbound ports are freed up to support the Outbound IVR calls.
In other words, if the number of inbound ports that are used during the
outbound IVR campaign time is 280, then only 20 Outbound IVR ports will
be available to the campaigns. The number of Outbound IVR ports will be
gradually incremented depending on the availability of free inbound ports.
Scenario 2:
If your Contact Center is close to utilizing the maximum IVR ports supported
for your hardware model, then:
– Inbound calls will take precedence over the configured Outbound IVR
calls.
– If IVR ports are dedicated for a campaign and if you reach the maximum
inbound call limit, then the Outbound IVR ports available for the
campaign will be gradually incremented as and when the inbound ports
become free.
For example, if you have an MCS 7845 hardware that supports maximum of
300 IVR ports and if you have 130 premium seats, then the current licensed
IVR ports = 260 (Minimum of [seats*2, max supported for platform]).
In this case, if you upload an Outbound IVR add-on license for 50 IVR ports
and add 2 campaigns with 25 dedicated ports each running at the same time
and if you reach the inbound call limit of 260 during the outbound IVR

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campaign time, then only 40 ports (300-260) will be freed up initially for
Outbound IVR calls. The number of Outbound IVR ports will be gradually
incremented depending on the availability of free inbound ports.
Scenario 3:
If your Contact Center is using fewer ports than the maximum licensed ports
supported for your hardware model, then the number of available IVR ports
for inbound will continue to remain the same.
For example, if you have an MCS 7845 hardware that supports maximum of
300 IVR ports and if you have 60 premium sea ts, then the current licensed
IVR ports = 120 (Minimum of [seats*2, max supported for platform]).
In this case if you upload an Outbound IVR add-on license for 50 IVR
Outbound ports, and add 2 campaigns with 20 dedicated ports each running
at the same time, then Unified CCX will support 40 IVR Outbound calls and
inbound port limit will continue to be 120 as the sum of both inbound and
outbound ports (160) are within the maximum licensed ports (300) for the
platform.
• Unified CCX Subsystem Requirements:
– The Outbound subsystem must be IN SERVICE (see Verifying the
RmCm and Outbound Subsystems, page 13-17).
– The RmCm subsystem must be IN SERVICE (see Configuring RmCm
Provider, page 8-2).
– The Unified CM Telephony subsystem must be IN SERVICE (see
Provisioning Unified CM Telephony Subsystem, page 7-5).
– The Unified CCX Database must be IN SERVICE.
– IBM Informix Dynamic Server
• Cisco Security Agent (CSA) usage: If you plan to use CSA, which Cisco
highly recommends, you must always use the default directories when
installing any software on a server. You need not choose the default disk
drive if an option is available (for example, C: or D:), but you must use default
directories.

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About the Outbound Feature for Unified CCX

• Geographic region support:

– The Outbound feature can be used in any geographic region supported by
Unified CCX. The area codes and time zones mapping for North America
are automatically pre-populated in the system. The system uses this
information to determine the time zone of a customer’s phone number.
See Adding Area Codes, page 13-42.
– For regions outside North America, administrators must enter the
mapping of the international area codes and their time zones using the
Unified CCX Administration GUI. See How Is a Contact’s Local Time
Determined?, page 13-15.
– The national do_not_call list is not supported in this release. Be sure to
abide by the national do_not_call list. See Handling Do Not Call
Contacts, page 13-59.

Note In this guide, the underscore character linking each word differentiates the
national do_not_call list from the Outbound subsystem’s Do Not Call list.

Related Topics:
• About the Outbound Feature for Unified CCX, page 13-3
• Outbound Characteristics, page 13-3
• Outbound Components, page 13-7
• Direct Preview Dialing Mode, page 13-9

Outbound Components
This section provides details about the following Outbound feature components:
• Unified CCX Administration: Enables the Outbound subsystem
configuration, creates campaigns, and imports contacts to generate the
dialing list.
• Outbound subsystem: Is responsible for the following tasks:
– Manages campaigns
– Maintains Outbound system configurations
– Manages the dialing list

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– Reserves agents
– Makes Outbound calls
– Updates the call data in the dialing list based on the outcome of the call.
– Decides which contact records to retrieve from a campaign
The Outbound subsystem views campaigns as logical entities that group a set of
contacts together in a dialing list. Campaigns deliver outgoing calls to agents.
Agents are assigned to campaigns using CSQs.

Related Topics:
• About the Outbound Feature for Unified CCX, page 13-3
• Outbound Characteristics, page 13-3
• Unified CCX Requirements, page 13-4
• Direct Preview Dialing Mode, page 13-9

Dialing Modes
The Outbound feature in Unified CCX Release 8.5(1), supports the following
dialing modes:
• Direct Preview Dialing Mode
• Progressive Dialing Mode
• Predictive Dialing Mode
This new feature in the Outbound Dialer allows agents who are not busy with
inbound calls to handle outbound calls, thus maintaining high level of agent
productivity.

Note In Unified CCX 8.5(1), progressive and predictive dialers will be only used for 
IVR-based campaigns and not for Agent-based campaigns. In other words, the
agents cannot preview the contact information on their desktops while using
Predictive and Progressive dialing modes in Unified CCX Release 8.5(1).

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Direct Preview Dialing Mode

The direct preview dialing mode allows agents to preview a customer call on CAD
before the call is placed. The advantage of this mode is that an agent is already on
the call when the customer answers and can quickly begin talking with the
customer immediately.
The Outbound subsystem presents the agent with a popup window displaying the
customer information prior to placing the Outbound call. The agent has the choice
of accepting the call or ignoring it. The Outbound subsystem dials the customer
only if the agent accepts the call.
If the agent accepts the call in this mode, the Outbound call is initiated from the
agent’s phone. Since the call is initiated from the agent’s phone, the agent can
hear the customer’s phone ring and also hear other tones, such as a busy signal.

Tip You must explicitly disable the Call Waiting option on the agent’s phone to
successfully use this feature. The Call Waiting option must be disabled (default)
in Unified CM on each Outbound agent phone to ensure that every customer call
successfully transfers to an available agent.

Related Topics:
• About the Outbound Feature for Unified CCX, page 13-3
• Outbound Characteristics, page 13-3
• Unified CCX Requirements, page 13-4
• Outbound Components, page 13-7
When an Outbound call is transferred or conferenced to another agent, the
second/subsequent agents are not counted towards the number of Outbound
licenses. For example, if you have five seats licensed for Outbound and Agent1
gets an Outbound call, Agent1 accepts the call and conferences in Agent2 and
Agent3. Now, three agents are on one Outbound call but only Agent1 is
considered an Outbound agent and you are only using one licensed seat.
Consequently, your system allows four more Outbound calls to agents.

Caution When Agent A transfers an Outbound call to Agent B, all Preview Outbound
option buttons are enabled on Agent B’s desktop. Despite all buttons being
enabled, Agent B must only select the Do Not Call or the callback buttons at this

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time. 
Likewise, after transferring the call to Agent B, Agent A should not attempt to set
or change a callback time for that call.

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3
• How Is a Contact’s Local Time Determined?, page 13-15
• The Outbound Configuration Checklist, page 13-16

Progressive Dialing Mode

Progressive dialer configuration is set for each campaign at the time of creating a
campaign and can be updated at a later point.
In the Progressive Dialing mode, you can specify a fixed number of lines that will
always be dialed per available IVR port. You can configure the progressive dialer
settings for each campaign while creating the campaign through Unified CCX
Application Administration web interface. You can also update the configuration
at a later date (see Adding a New Campaign, page 13-31).
For example, in Progressive dialer if Number of Lines Per Port is 3 and X number
of dedicated ports are available for Outbound calls, then the Outbound IVR dialer
will dial 3X IVR calls (3*X). Depending on the number of calls that are getting
abandoned due to the shortage of dedicated ports which may occur, you might
have to adjust the lines per port manually to make the calls efficiently.
An abandoned call occurs when a customer answers the phone, but no port is
available to play the prompts to the customer. In some cases, the abandoned call
rate is limited by government regulations (typically, less than 3% for
telemarketing calls).

Understanding the Working of an IVR-Based Progressive Campaign

The outbound subsystem does the following in an IVR-based Progressive
campaign of Unified CCX.

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Procedure

Step 1 The outbound subsystem checks the licensing information to determine the
number of available ports for the campaign.
Step 2 Then the outbound dialer will multiply the available ports for the campaign with
the configured number of lines per port. Based on this output and the number of
contacts, it will start dialing the contacts. For instance, if 50 ports are available
for a campaign and if you have configured the lines per port as 2 through Unified
CCX Application Administration web interface, then it can dial 100 contacts.
Step 3 The SIP gateway performs call progressive analysis of the call and informs the
outcome of the call to Unified CCX. See SIP Gateway Configuration, page 18-22
for detailed information on how to configure the SIP gateway parameters through
Unified CCX Administration web interface. The outcome of a call can be anyone
of the following:
a. All the dialed contacts, which turns out to be live voice will be connected to
the CTI port, which plays the IVR script and it will disconnect the remaining
calls.
If the dialer detects more contacts with live voice than the available ports,
then it will drop those calls and those will be considered as abandoned calls.
If the dialer detects less contacts with live voice, then the dialer will connect
those calls to the CTI port that plays the IVR script and the remaining CTI
ports will be freed.
b. If the dialer detects an answering machine, then it performs either of the
following depending on the option selected in the Answering Machine
Treatment field in the Campaign Configuration web page:
– Connects to the CTI port that plays the IVR script or
– Abandons the call
c. If the dialer detects a fax or modem, then the dialer abandons the call.
d. If the dialer detects a call as low volume, then it performs either of the
following depending on the options selected in the Handle Low Volume as
Voice field in the Campaign Configuration web page:
– If you have selected Yes radio button in the Handle Low Volume as
Voice field, then the dialer considers the call as live voice and connects
the call to the CTI port that plays the IVR script.

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– If you have selected No radio button in the Handle Low Volume as Voice
field, then low volume calls are not handled as voice and they are
abandoned.
See Adding a New Campaign, page 13-31 for detailed information on how to
configure these values through the Unified CCX Application Administration web
interface.

Related Topics:
• About the Outbound Feature for Unified CCX, page 13-3
• Direct Preview Dialing Mode, page 13-9
• Predictive Dialing Mode, page 13-12

Predictive Dialing Mode

The Predictive Dialing mode works similar to the Progressive Dialing mode in
terms of dialing the Outbound IVR calls. The difference remains in tuning the
lines per port depending on the abandoned call rate thus eliminating manual
intervention as in the case of the Progressive Dialer.
In other words, in the Predictive Dialing mode, the Dialer adjusts the number of
customers to dial per available IVR port for transfer to an IVR campaign. The
number of lines to dial is calculated by an algorithm and gets updated
automatically.
A Predictive Dialer is designed to increase IVR port utilization in a contact center.
To increase the chances of reaching a customer, a Predictive Dialer dials several
outbound calls to customers per available IVR port. The goal is to dial enough
lines to keep the IVR ports busy while not exceeding the configured maximum
abandoned call rate.

Predictive Dialing Description

The Outbound IVR feature in predictive dialing works by keeping outbound
dialing at a level where the abandoned rate is below the maximum allowed
abandon rate. For example, each campaign is configured with a maximum
allowed abandon rate. In Predictive mode, the Dialer continuously increments the
number of lines being dialed per port until the abandon rate rises to the

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preconfigured maximum abandon rate. At this point, the Dialer begins lowering
the lines per port until the abandon rate goes below the preconfigured maximum.
In this way, the Dialer stays just below the preconfigured maximum abandon rate.
Under ideal circumstances, the Dialer internally targets an abandon rate of 85%
of the preconfigured maximum abandon rate. Due to the random nature of
outbound dialing, the actual attainable abandon rate at any given point in time
may vary for your Dialer.
When a campaign starts for the first time, the predictive algorithm starts off with
the seed value of Lines Per Port configured through the AppAdmin web interface.
The predictive algorithm starts correcting the Lines Per Port value only when the
number of calls answered by live voice reaches the value defined by the Predictive
Correction Pace.
Consecutive corrections happen after Predictive Correction Pace divided by 4,
number of live voice calls. The amount of correction given by the predictive
algorithm is controlled by the Predictive Gain as well. The correction factor is
multiplied by the Predictive Gain and then it is added to the Lines Per Port of the
previous iteration.

Note It is advisable not to change the Correction Pace and Predictive Gain values
unless there is an urgent need to control the output of the predictive algorithm.
For example, in cases where a campaign runs for a very short time and the Lines
Per Port needs to be corrected at a very faster pace then you can reduce the
Predictive Correction Pace and update the value in the Gain field as 1.0, which is
the maximum value.

If a campaign runs for multiple days, then when the campaign starts up, the
predictive algorithm starts off with the Lines Per Port value from the previous day
instead of the seed value in the AppAdmin web interface, so that better correction
is achieved within a given time.

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3
• Direct Preview Dialing Mode, page 13-9
• Progressive Dialing Mode, page 13-10

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Steps to Configure an Outbound IVR Subsystem in Unified CCX

Table 13-1 identifies the tasks that you need to perform while configuring an
Outbound IVR subsystem in Unified CCX.

Table 13-1 Tasks to Perform while Configuring an Outbound IVR Subsystem in Unified CCX

Name of the Document or Related

Step Task Sections in this Guide
1 Install Unified CCX with Unified CM and perform the See the Installation Guide for
initial system setup using the Cisco Unified CCX Cisco Unified CCX and Cisco
Administration web interface. Unified IP IVR, Release 8.5(1).
2 Verify whether you have performed the different • Unified CCX Requirements,
requirements mentioned in Unified CCX Requirements, page 13-4
page 13-4. • Uploading Licenses,
Note You need to have Unified CCX Outbound IVR page 1-15
license on top of Unified CCX premium license to
use the Outbound IVR feature
3 Configure the General Outbound properties that are Configuring General Outbound
common for all the campaigns. Properties, page 13-18
4 To enable communication between Unified CCX and SIP SIP Gateway Configuration,
gateway, configure the SIP Gateway parameters using the page 18-22
SIP Gateway Configuration web page in Unified CCX
Application Administration web interface.
5 Create a Call Control Group for Outbound type with the Adding a New Unified CM
required number of IVR ports to be used for Outbound IVR Telephony Call Control Group,
campaigns. page 7-9
6 Create an application, which will be used for the Outbound • Configuring Unified CCX
IVR campaign. Applications, page 1-17
• About Unified CCX
Applications, page 6-1
7 Create a trigger and assign the newly created Outbound Call Adding a Unified CM Telephony
Control group to this trigger. Trigger, page 7-16

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Table 13-1 Tasks to Perform while Configuring an Outbound IVR Subsystem in Unified CCX

Name of the Document or Related

Step Task Sections in this Guide
8 Create a new IVR campaign and configure the progressive Adding a New Campaign,
dialer parameters for this campaign. page 13-31
9 Import contact for the campaign. Importing Contacts for a
Campaign, page 13-39

How Is a Contact’s Local Time Determined?

The Outbound subsystem use the area code of a contact’s phone number to
determine the time zone of the contact’s calling area. The system provides the
mapping for North American area codes to their corresponding time zones. The
Area Codes web page allows you to add, modify, and delete any area code to time
zone mapping (see Adding Area Codes, page 13-42).
Some area codes extend across multiple time zones. For such area codes, you can
edit the default time zone for that area code and specify a different one, if
required.
Changes to area codes take affect the next time you import contacts (see
Importing Contacts for a Campaign, page 13-39). For example, if the time zone
of area code 603 is changed from 16 to 17, contacts already present in the system
that have an area code of 603 continue to have the GMT Offset of 16. Any
contacts with area code 603 that are imported after the area code change have 17
for the GMT Offset.
When Outbound contacts are imported into the database, all contacts are assigned
a GMT time zone for the three phone numbers provided. The Outbound subsystem
determines this GMT time zone by extracting the area code of each phone number
and checking it against the Area Codes table to obtain the corresponding time
zone. If the area code cannot be matched, the Outbound subsystem uses the local
time zone and Daylight Savings Time (DST) setting of the server. The Outbound
subsystem also considers the DST to determine if an Outbound contact can be
called at a given time.

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The Outbound subsystem ensures that the contacts are dialed at valid times. For
Outbound contacts which have been scheduled for callback, the scheduled
callback time is converted to GMT time zone and stored in the callbackDateTime
field in the database.
For pending records, the Outbound subsystem ensures that Outbound contacts are
called only within the Customer Dialing Time Range (hh:mm) detected by the
MinCustomerDialTime and MaxCustomerDialTime, as per federal regulations.
You can configure this time in the Unified CCX Administration GUI (see
Configuring General Outbound Properties, page 13-18).

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3
• The Outbound Configuration Checklist, page 13-16
• Adding Area Codes, page 13-42

The Outbound Configuration Checklist

To configure the Outbound subsystem, complete the following tasks:

Step Task For instructions, see

Step 1 Configure RmCM. • Configuring RmCm Provider, page 8-2
Create CSQs. • Creating a CSQ, page 8-18.
Assign resources to CSQ. • Resource Skill Selection Criteria Within a
CSQ, page 8-28
Step 2 Verify that the RmCm and Outbound Verifying the RmCm and Outbound
subsystems are IN SERVICE. Subsystems, page 13-17
Configure the general properties of the Configuring General Outbound Properties,
Outbound subsystem. page 13-18
a Configure customer dialing time How Is a Contact’s Local Time Determined?,
range as determined by the page 13-15
regulations of the required region
b Configure the dialing prefixes for How the Outbound Option Works with Area
your geographic area. Codes, page 13-28

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Step Task For instructions, see

Step 3 c Assign the CSQs and % of Logged in Allocating CSQ Agent Pool Percentages,
Agents for Outbound. page 13-30
Handling Configuration Updates, page 13-29
To configure CSQs, see Configuring Contact
Service Queues, page 8-17
Step 4 Create campaigns. Adding a New Campaign, page 13-31
Step 5 Import contacts for each campaign. Importing Contacts for a Campaign,
page 13-39
Step 6 Enable campaigns. Enabling Campaigns, page 13-41
Step 7 If the dialing list contains contacts outside Adding Area Codes, page 13-42
of North America or if Unified CCX is
installed outside of North America,
manually add the area codes and their
corresponding time zones of the regions
Step 8 Enable direct preview in CDA. See the Cisco Desktop Administrator User's
Guide.
Step 9 Setup communication with the agent’s Setting-up Communications with the Agent’s
desktop. Desktop, page 13-43
Step 10 Agents log in and get ready to receive Agents Receive Outbound Calls, page 13-44
Outbound calls (agents must belong to
CSQs assigned to Outbound).

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3

Verifying the RmCm and Outbound Subsystems

The Outbound subsystem’s initial state is OUT OF SERVICE. Next, it goes to
INITIALIZING state, at which point it checks the conditions listed below. If all
the conditions are met, the state changes to IN SERVICE.
For the Outbound subsystem to be IN SERVICE, the following conditions apply:

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• The RmCm subsystem on the same box must also be in service. The RmCm
subsystem is considered to be active when you have provisioned the RmCm
Provider and associated agent extensions with the RmCm Provider (see
Configuring RmCm Provider, page 8-2).
• The Unified CCX Database service (on the publisher node) should be up and
running. For example, if you have a dual node (Node A and B) setup with
Node A as the publisher node, you need to have the Unified CCX Database
service up and running on Node A for the Outbound subsystem to be IN
SERVICE.

Note The publisher node will always be the first node installed in the cluster.

On the standby service, if all four nodes are up and running and RmCM is in
service, then the Outbound subsystem is IN SERVICE.

Tip During a fail over, it might take a couple of minutes before the Outbound
subsystem displays the correct state (IN SERVICE) as the verification cycle needs
to complete.

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3
• The Outbound Configuration Checklist, page 13-16

Configuring General Outbound Properties

General Outbound properties refer to the settings information that is common for
all the campaigns.

Caution Area code and long distance prefix configuration changes made to the Outbound
subsystem do not take effect for calls/contacts currently in the Outbound
subsystem’s memory. For example, if you change the long distance prefix or local
area code, the contacts already in the Outbound subsystem’s memory will
continue to use the old long distance prefix and local area code.

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To configure general Outbound properties, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems >
Outbound > General.
The General Configuration web page opens to display the General pane (default
view).
Step 2 Use this web page to specify the following fields in the General Configuration
section.

Field Description
Customer Dialing Time The time range during which a customer can be called. This time range
Range (hh:mm) supersedes the time range of individual campaigns and ensures that a
customer is never called outside the legally allowed time range for that
country. This is a mandatory field.
For example, in the USA, the Federal Communications Commission (FCC)
specifies the legal time range as 8 AM – 9 PM. This does not apply to
callbacks since the customer explicitly requested to be called at a certain
time. This time range is always converted to the local time for each contact
record.
Default = 8:00 AM - 9:00 PM (USA FCC regulations)
Preview Call Timeout If an agent does not respond to the Outbound preview call on the Cisco
Agent Desktop (CAD) within the timeout duration specified in this field,
the system sets the agent to the Not Ready state, similar to the behavior for
Ring No Answer (RNA) for inbound calls. This is a mandatory field.
Default= 60 seconds, Range = 5 to 3600 seconds.
Dialing Prefix The number to pre-pend to the phone number for dialing outgoing calls
(also referred to as switch prefix). This number can have any numeric
value, including 0 or leading zeros.
Long Distance Prefix The number to pre-pend to the phone number for dialing long distance.
This number can have any numeric value, including 0 or leading zeros.
International Prefix The number to pre-pend to international phone numbers. This number can
have any numeric value, including 0 or leading zeros.

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Field Description
Local Area Code The area code of the Unified CCX server location. This number can have
any numeric value, including 0 or leading zeros.
Do Not Remove Local If this box is checked, the local area code is included when dialing the
Area Code When Dialing phone numbers within this area code. If it is unchecked, then the local area
code is stripped from the phone number before dialing the local numbers.
It is expected that when contacts are imported into the system, the phone
numbers include the area code. For international phone numbers, the
country code must be included when importing contacts.
Include Long Distance This field will be displayed only if you select the Do Not Remove Local
Prefix Area Code When Dialing check box. For local numbers, the long distance
prefix will be prepended only if this checkbox is checked.
The long distance prefix will be prepended to the phone number for all
non-local numbers (the numbers that do not start with local area code)
irrespective of the status (checked/unchecked) of this checkbox.
Assigned CSQs Assigned CSQs refer to CSQs used by the Outbound subsystem. To
allocate CSQs for Outbound, select a CSQ from the Assigned CSQ list, and
then select a value from the % of Logged in Agents for Outbound
drop-down to indicate what percentage of the CSQ is allocated for
Outbound and then click “<” icon. At this point, the selected CSQ is
removed from the Available CSQs box and shows up in the Assigned CSQs
box with the percentage allocation in parentheses next to the CSQ name.
This is a mandatory field.
Available CSQs The Available CSQs pane displays all CSQs configured in the CSQ
Configuration page under the RmCm subsystem configuration.
% of Logged in Agents The % of Logged in Agents for Outbound field indicates the percentage of
for Outbound logged in agents in each of the selected CSQs that are allocated for
handling Outbound calls.
Note The CSQ allocation percentage is defined at the global level and
not at a campaign level. For example, if a CSQ has 100 agents and
20% are allocated for Outbound, a pool of 20 agents are shared
among the Outbound campaigns. In the Add New Campaign web
page, you can specify the CSQs to assign to a campaign.

Step 3 Click Update icon that displays in the tool bar in the upper, left corner of the
window or the Update button that displays at the bottom of the window.

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The System Options components are now updated.

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3
• The Outbound Configuration Checklist, page 13-16
• Customer Dialing Lists, page 13-21
• Handling Callbacks, page 13-27
• How the Outbound Option Works with Area Codes, page 13-28
• Handling Configuration Updates, page 13-29
• Allocating CSQ Agent Pool Percentages, page 13-30

Customer Dialing Lists

Contact centers purchase or maintain customer dialing lists in files, which can be
imported using the Unified CCX Administration GUI. When the file is imported,
the Outbound subsystem generates a dialing list that is then used to dial
customers.
A dialing list can be in comma-delimited format, with a maximum of 10240
characters per row.
The following table lists all columns in the dialing list table.

Field Name Data Type Required Description

recordID int Yes A unique identifier for the record.
dialingListID int Yes Unique identifier for a contact.
profileID int Yes Identifier for the Unified CCX profile that is
associated with this record.
campaignID int Yes A unique identifier for the campaign.
createDateTime datetime Yes The time when the record is created or updated

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Field Name Data Type Required Description

accountNumber nvarchar(25) NO Account number of contact. From imported file. This
field is sent to the agent desktop.
This parameter has a maximum length of 25
characters.
firstName nvarchar(50) NO First Name of contact. From imported file.
This parameter has a maximum length of 50
characters.
lastName nvarchar(50) NO Last Name of contact. From imported file.
This parameter has a maximum length of 50
characters.
phone01 varchar(28) Yes Primary Phone Number of contact. From imported
file.
This parameter has a maximum length of 28
characters and must be a valid phone number.
phone02 varchar(28) NO Additional Number of contact. From imported file.
This number is dialed when agent selects Skip--Next
for the preview call.
This parameter has a maximum length of 28
characters and must be a valid phone number.
phone03 varchar(28) NO Additional Number of contact. From imported file.
This number is dialed if the attempts to dial first two
numbers were unsuccessful.
This parameter has a maximum length of 28
characters and must be a valid phone number.
gmtZonePhone01 smallint Yes The time zone for this phone number of this contact.
GMT time zones are on a 0-23 scale which begins
with 0 at Greenwich, England and increases to the
East. For the United States, New York is GMT 19,
San Francisco is at GMT 16.
dstPhone01 bit Yes 1 - DST is observed at this phone.
0 - DST is not observed at this phone.

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Field Name Data Type Required Description

gmtZonePhone02 smallint Yes The time zone for this phone number of the contact.
GMT time zones are on a 0-23 scale which begins
with 0 at Greenwich, England and increases to the
East. For the United States, New York is GMT 19,
San Francisco is at GMT 16.
dstPhone02 bit Yes 1 - DST is observed at this phone.
0 - DST is not observed at this phone.
gmtZonePhone03 smallint Yes The time zone for this phone number of the contact.
GMT time zones are on a 0-23 scale which begins
with 0 at Greenwich, England and increases to the
East. For the United States, New York is GMT 19,
San Francisco is at GMT 16.
dstPhone03 bit Yes 1 - DST is observed at this phone.
0 - DST is not observed at this phone.
callbackNumber varchar(28) NO Phone number to be used for callback - can be
supplied by the agent.
callbackDateTime datetime NO This column is used, after a call attempt has been
made, to store the time in which this contact is called
back. For customer requested callbacks, this time is
the requested callback time. For retries due to no
answers or busy attempts, this is the time when the
system retries this contact. Stored in UTC time.

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Field Name Data Type Required Description

callStatus smallint Yes The status of the contact record.
1 = Pending: The call is pending.
2 = Active: The record is sent (active) to the
Outbound subsystem for dialing
3 = Closed: The record is closed.
4 = Callback: The record is marked for a callback.
5 = Max Calls: Maximum attempts have been
reached for this record (considered closed).
6 = Retry: The call is redialed immediately whenever
there is any miss.
7 = Unknown: If the Outbound subsystem was
restarted with records in the Active (2) state, they are
moved to this state.
8 = Retries with delay: The call is redialed as it was
either busy, no answer, customer abandoned or
system abandoned. Retry time is set as per the
corresponding configuration in the Unified CCX
Application Administration web interface.
Note When contacts are imported, they will have a default value of 1 in the call status column and
0 in the call result column in the Dialing List table. The call status of 3 and a call result 0
denotes that the contact was closed without being dialed. This happens if the phone01 column
is empty for the contact.

Tip If you import contacts with the same phone01 field as an existing contact, then the existing
contact is overwritten by the imported contact in the following fields: accountNumber,
firstName, lastName, phone02, phone03. However, other fields like call result, call status are
not overwritten. Besides, a new contact will NOT be added to the Dialing List table

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Field Name Data Type Required Description

callResult smallint NO The call result from the last call placed for this record
1 = (Voice) Customer answered and was connected
to agent
2 = Fax machine or modem detected
3 = Answering machine detected
4 = Number reported as invalid by the network
5 = Customer did not want to be called again
6 = Number successfully contacted but wrong
number
7 = Number successfully contacted but reached the
wrong person
8 = Customer requested callback
9 = Agent has skipped or rejected the preview call
10 = Agent has skipped or rejected the preview call
with the close option (not dialed)
11 = Busy tone detected
12 = Agent did not respond to the preview call within
the timeout duration
13 = Callback Failed - this value is not written to the
database; this is for internal use only
14 = Callback missed and marked for Retry
15 = Customer’s phone timed out either due to Ring
No Answer (RNA) or Gateway failure.
16 = Call was abandoned because IVR port was
unavailable or Unified CCX failed to transfer the call
to the IVR port.
17 = Call failed due any one of the reasons mentioned
in Call Result Values, page 13-52.
18 = Customer abandoned as customer disconnected
the call within the time limit as configured in
“Abandoned Call Wait Time” in Unified CCX
Application Administration web interface.

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Field Name Data Type Required Description

callResult01 smallint NO The call result from the last time phone01 was called.
Values same as callResult
callResult02 smallint NO The call result from the last time phone02 was called.
Values same as callResult
callResult03 smallint NO The call result from the last time phone03 was called.
Values same as callResult
lastNumberDialed smallint NO The last number dialed.
1 = phone01
2 = phone02
3 = phone03
callsMadeToPhone0 smallint NO The number of call attempts made to phone01. If
1 there was an error in attempting to call this number,
the attempt is not counted here.
callsMadeToPhone0 smallint NO The number of call attempts made to phone02. If
2 there was an error in attempting to call this number,
the attempt is not counted here.
callsMadeToPhone0 smallint NO The number of call attempts made to phone03. If
3 there was an error in attempting to call this number,
the attempt is not counted here.
privateData image(16) NO Any field which is used internally only can be stored
in this column in a blob
active bit YES Whether the record is active in the system.
A record becomes inactive if the campaign is deleted
from the system.
0 = Inactive
1 = Active
dateInactive datetime NO Date this record was deleted.

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3

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• The Outbound Configuration Checklist, page 13-16

• Handling Callbacks, page 13-27
• How the Outbound Option Works with Area Codes, page 13-28
• Handling Configuration Updates, page 13-29
• Allocating CSQ Agent Pool Percentages, page 13-30

Handling Callbacks
A customer can request a callback at a specific callback phone number and also
specify the time/date of the callback. The Outbound subsystem stores this
information (the callback phone number, date, time) in the dialing list table.
The Outbound subsystem handles the callback as follows:
• Convert to GMT: The callback date and time specified with respect to the
customer's time zone is converted to GMT time zone and then stored in the
database.
• Agent not Available: When the Outbound subsystem looks up the database
for contacts, it first checks the callbacks. The default callback time limit is 15
minutes (can be changed) before and after the customer-specified time. If an
agent is available, then the Outbound subsystem places the callback. If an
agent is not available, the Outbound subsystem retries agent availability
(agent state) after 10 minutes.
• Missed Callbacks: If a callback is missed, you have three action options:
– Reschedule it to the same time on the next business day
– Mark it as another retry (the callback phone number is removed and the
callback date time is ignored). In this case, it moves out of the call back
state and into the retry state.
– Close the record (never dialed again).
The selected status is changed at midnight for calls not retrieved (see
Resetting Contact States at Midnight, page 13-51).
• Agent reclassifications: If calls were retrieved and presented to the agent and
if the agent reclassified it (for example, changed it to answering machine
status), then the call status is updated to answering machine (see
Reclassification Status Behavior, page 13-54).

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• Invalid number: If the number is invalid, the callback continues to be retried

until the callback time limit expires or the agent reaches the customer.

Caution If a callback is presented and the callback number is invalid (or busy),
the callback continues to be retried irrespective of the number of retries
set (for normal busy/invalid). It will be retried until the callback time
limit expires.

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3
• The Outbound Configuration Checklist, page 13-16
• Customer Dialing Lists, page 13-21
• How the Outbound Option Works with Area Codes, page 13-28
• Handling Configuration Updates, page 13-29
• Allocating CSQ Agent Pool Percentages, page 13-30

How the Outbound Option Works with Area Codes

In the Outbound option, the area code determines the geographical location of the
phone number you dial, which correspondingly provides the Greenwich Meridian
Time (GMT) zone. The db_cra database contains a mapping of the area codes to
the time zones.
The U.S. area code mappings are provided along with the product. International
customers should provide their own data and add it to the database (see Adding
Area Codes, page 13-42).

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3
• The Outbound Configuration Checklist, page 13-16
• Customer Dialing Lists, page 13-21
• Handling Callbacks, page 13-27
• Handling Configuration Updates, page 13-29
• Allocating CSQ Agent Pool Percentages, page 13-30

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Handling Configuration Updates

Whenever Outbound parameters are modified in the Unified CCX Administration
GUI, the changes take effect immediately. If a new CSQ is added using the
Subsystems -> RmCm -> Contact Service Queues menu option, it is instantly
displayed in the list of available CSQs in the General configuration page in the
Unified CCX Administration GUI as this list is dynamically updated. If a CSQ is
modified and if this impacts the allocation of agents, the Outbound subsystem is
aware of this change as it refreshes the list of agents in each relevant CSQ
periodically.
• If a configuration change affects the Outbound contacts dialing process (for
example, if a campaign is disabled or a CSQ is removed from a campaign),
the Outbound subsystem stops processing the Outbound contacts, recalls
these contacts to the database, and resets the call status to Pending.
• If a campaign start time is changed, the Outbound subsystem checks if the
campaign is enabled. If it is enabled, and if the new start time is after the
current time, it performs the following actions:
– Sends a recall contact message to the Outbound subsystem passing the
campaign ID.
– For all Outbound contacts for this campaign in the Outbound
subsystem’s memory, it resets all Outbound contacts to the pending state
and clears them from memory.
If the campaign is disabled or if the new start time is before the current time,
the Outbound subsystem ignores this change.
• If campaign end time is changed, the Outbound subsystem checks if the
campaign is enabled. If it is enabled, and if the new end time is before the
current time, it performs the following actions:
– Sends a recall contact message to the Outbound subsystem passing the
campaign ID.
– For all the Outbound contacts for this campaign in Outbound
subsystem’s memory, it resets all the Outbound contacts to the Pending
state and clears them from memory.
If the campaign is disabled or if the new end time is after the current time, the
Outbound subsystem ignores this change.

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• If a CSQ is deleted from a campaign or if the CSQ itself is deleted, the

Outbound subsystem sends a recall contacts message with the csq ID of the
deleted CSQ. It also reallocates any Outbound contacts in its memory that are
currently allocated to this CSQ among the other existing CSQs for this
campaign.

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3
• The Outbound Configuration Checklist, page 13-16
• Customer Dialing Lists, page 13-21
• Handling Callbacks, page 13-27
• How the Outbound Option Works with Area Codes, page 13-28
• Allocating CSQ Agent Pool Percentages, page 13-30

Allocating CSQ Agent Pool Percentages

You need to specify a percentage of total agents in the assigned CSQs to be
allocated for Outbound calls. This pool of agents is shared by all Outbound
campaigns.

Tip The CSQs for Outbound are the same as those CSQs for inbound. If you need
more CSQs, you must first configure them in Unified CCX and assign the
required CSQs for agents as required by your configuration before allocating
them as specified in this procedure.

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3
• How Is a Contact’s Local Time Determined?, page 13-15
• The Outbound Configuration Checklist, page 13-16
• Configuring General Outbound Properties, page 13-18
• Customer Dialing Lists, page 13-21
• Handling Callbacks, page 13-27

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Adding a New Campaign

• How the Outbound Option Works with Area Codes, page 13-28
• Handling Configuration Updates, page 13-29
• Adding a New Campaign, page 13-31

Adding a New Campaign

Use the Campaign component to configure properties for the campaign, including
the campaign name and description, CSQ selection, and the time range when a
campaign can call contacts.
Complete the following steps to define or modify the settings that apply to a
campaign:

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems >
Outbound > Campaigns.
The Campaign web page opens displaying the details of existing campaigns, if
any. Click an existing campaign to view or update the configuration settings for
the campaign.
Step 2 Click Add New icon in the tool bar in the upper, left corner of the window or the
Add New button at the bottom of the window.
On click of Add New, Add a New Campaign web page opens up where you can
specify the campaign type and the dialer type for the campaign using the
following fields.

Note You need to upload an Outbound IVR license on top of the Premium license for
Unified CCX to create a campaign for Outbound IVR.

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Field Description
Select the type of the campaign
Campaign Type Type of the campaign to be used for outbound calls. You can specify any
one of the following two campaign types:
• Agent based - If you select this, all the outbound calls in a campaign
will be handled by the available agents.
• IVR based - If you select the IVR based option, the outbound calls in
a campaign will be handled by the IVR scripts.
Select the type of dialer for the campaign
Dialer Type The dialer type options available for a campaign will vary depending on the
selected Campaign Type. If you select Agent Based campaign type, Direct
Preview dialer type option is displayed. If you select IVR based campaign
type, then you can select any one of the following dialer types:
• Progressive (default)
• Predictive
See the Importing Contacts for a Campaign, page 13-39 for detailed
information on different dialing modes for outbound calls.

Note You cannot change the Campaign Type and Dialer Type for an existing campaign.

Once you select the campaign type and dialer type, click Next to continue. The
Campaign Configuration web page opens displaying the following three column
headings:
• Parameter Name
• Parameter Value
• Suggested Value
You can specify values for a new campaign or modify values for an campaign
using the fields mentioned below Parameter Value column. See the table below
for a list of fields along with their description.

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The Suggested Value displays the default configuration value for each campaign.
You can refer to these values if you want to revert any changes made to one or
more parameters mentioned in the Campaign Configuration web page.

Field Description
Campaign Name Name of the campaign (must be a unique identifier). This is a mandatory
field.
Enabled Indicates to the Outbound subsystem whether this campaign is currently
active.
Default = No.
Description Description of the campaign.
Start Time/End Time Indicate the time range during which the campaign runs. These are
(hh:mm) AM PM Time mandatory fields. The name of the primary time zone is also displayed
Zone adjacent to these two field values.
Default = 8:00 AM - 9:00 PM Pacific Standard Time (USA FCC
regulations).
Campaign Calling Number The campaign calling number is the number that will be displayed to the
contact. This number is used by the dialer. This is a mandatory field.
Application Trigger This is the JTAPI trigger associated with this campaign. There will
one-to-one mapping between a campaign and an application trigger.
Hence, only those triggers that are not associated with any other
campaigns are displayed in the trigger list.
Application Name The name of the application associated with the above-mentioned JTAPI
trigger. This field is auto-populated.
Maximum Attempts to Dial The maximum number of times the Outbound subsystem attempts to dial
Contact a contact beyond which the call status will be marked as closed. You can
choose this value from the drop-down list box.
Default = 3, Range = 1 to 3.
Callback Time Limit The duration before and after the scheduled callback time during which
the Outbound subsystem attempts to place a callback. For example, if a
callback was scheduled for 9:30 am and if the Callback Time Limit is set
to 15 minutes, then the Outbound subsystem calls the customer anytime
between 9:15 am to 9:45 am.
Default = 15 minutes, Range = 1 to 60 minutes

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Field Description
Dialing Options (displayed only if you have selected IVR-based campaign type)
Number of Dedicated Ports Number of dedicated IVR ports that you want to reserve for this
campaign based on the number of CTI ports available in the outbound
call control group for the campaign duration. That is, the total number of
dedicated IVR ports for the selected campaign cannot exceed the
maximum licensed ports for Outbound IVR minus the sum total of IVR
ports dedicated to other campaigns running at the same time.
You can enter or update this value for a campaign only after associating
a trigger with the campaign. Default value = 0, Range = 0 to number of
available ports for the campaign duration.
For example, if you have an MCS 7845 hardware, which supports
maximum of 300 IVR ports with 50 licensed ports for Outbound IVR and
you have already dedicated:
• 20 ports for Campaign1, which runs between 10-12 pm and
• 10 ports for Campaign2, which runs between 2-4 pm, then the
number of dedicated IVR ports that you can enter in this field for a
new campaign cannot exceed:
– 30 ports if the new campaign runs between 10-12 pm and
– 40 ports if the new campaign runs between 2-4 pm and
– 50 ports if the new campaign runs during any time other than
10-12 pm and 2-4 pm
If the number of configured ports for a campaign is greater than the
available number of licensed ports at the specified campaign time, then
an alert message stating the same will be shown while saving the
campaign.
See Unified CCX Requirements, page 13-4 to know how the licensed
IVR ports are distributed between the inbound and outbound IVR calls
in different scenarios.

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Field Description
Lines Per Port (1-3) Number of lines to be dialed for each port. The dialer will try to connect
as many live voices to the available port(s) where IVR script is playing
and it will disconnect the remaining calls. The probability of abandoned
calls increases geometrically as the lines per port increases.
In an IVR-based Progressive campaign, you can configure the number of
lines to dial per port at a time. The dialer will determine the number of
calls to dial based on the following calculation - Lines per port *
Available number of ports.
In an IVR-based Predictive campaign, this is the seed value that is passed
to the predictive algorithm. Initially the dialer starts dialing with this
value.
Note If you change this value in the middle, the predictive algorithm
will take the updated value in this field during the next iteration.

This is a mandatory field.

Default value = 1.5; Range = 1 to 3.
Handle Low Volume as Determines whether a low volume call should be treated as voice or
Voice disconnected. Select Yes or No radio button accordingly.
Default is Yes, which means low volume calls are handled as voice and
they are connected to the IVR port.
Answering Machine This field enables you to specify how to handle an outbound call if it
Treatment detects an answering machine. If the call detects an answering machine,
you can choose to abandon the call or transfer it to IVR by selecting the
desired radio button in this field.
Transfer to IVR radio button is enabled by default.
(The following four fields in Dialing Options are displayed only if you have selected Predictive
dialer type for an IVR-based campaign)
Maximum Lines Per Port Maximum number of lines to be dialed for each port. You can configure
(1-3) the maximum number of lines that can be dialed per port and the
predictive algorithm ensures that it does not exceed this number.
This is a mandatory field. Default value = 3.0, Range = 1 to 3.

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Field Description
Predictive Correction Pace The number of calls that were answered by live voice that the predictive
(10-1000) algorithm should consider for each iteration. This is directly proportional
with the correction frequency made in the Lines Per Port parameter. This
is a mandatory field. Default value = 100, Range = 10 to 1000.
Note It is advisable not to change this value.
Predictive Gain The Gain parameter controls the size of the lines per port corrections.
This is directly proportional to the size of the lines per port correction.
This is a mandatory field. Default value = 1.0, Range = Greater than 0 to
1.0.
Note It is advisable not to change this value.
Call Abandon Limit Call abandon percentage, which should be within the limit specified by
(0-100) Federal Trade Commission (FTC). This is a mandatory field.
Default value - 3%, Range 0-100%. This means that no more than three
percent of calls that are answered by a person are abandoned, measured
per day per calling campaign.
Dial Settings (displayed only if you have selected IVR-based campaign type)
No Answer Ring Limit The duration for which the Progressive/Predictive dialer should allow the
phone to ring before disconnecting an unanswered call.
Default is 15 seconds, which means that the dialer should wait for a
minimum of 15 seconds before disconnecting a call. Range = 1-60
seconds.
Abandoned Call Wait Time If the customer disconnects the call within the time set here, then the call
is classified as customer abandoned. This is a mandatory field.
Default value = 2 seconds, Range = 1 to 10 seconds.
Retries (displayed only if you have selected IVR-based campaign type): Set the value for the
following four fields as “0” if you want to disable retry option for an existing IVR campaign.
No Answer Delay Duration (in minutes) for which the dialer waits before calling back a
no-answer call.
Default value = 60 minutes.
Busy Signal Delay Duration (in minutes) for which the dialer waits before calling back a
busy telephone number.
Default value = 60 minutes.

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Field Description
Customer Abandoned If a customer abandons a call, the duration (in minutes) after which the
Delay dialer should call the customer back.
Default value = 30 minutes.
Dialer Abandoned Delay If the dialer abandons a call, the duration (in minutes) after which the
dialer should call back the customer.
Default value = 60 minutes.
Displayed only if you have selected Agent Based campaign type
Contact Records Cache The number of contact records the Outbound subsystem retrieves from
Size the database in bulk for dialing. The allowed values are 1-100. This is a
mandatory field. For example, if 50 records are retrieved in bulk for
campaign1 and 10 for campaign2 and they are running at the same time,
the Outbound subsystem attempts to place 50 Outbound calls for
campaign1 and 10 Outbound calls for campaign2. The number of
Outbound calls actually placed for each campaign depends upon the
number of agents available for the respective campaigns.
Once all the records retrieved for a campaign have been dialed, the
Outbound subsystem fetches another batch of records for that campaign.
Over a period of time, it is likely that more contacts would have been
called from campaign1 than from campaign2.
If two campaigns run simultaneously and share CSQs or agents, the
records in both campaigns may not be processed at the same rate—even
if their contact cache sizes are identical. It is possible that more records
from one of these two campaigns is processed before the other.
Default = 20, Range = 1 to 100
Answering Machine Retry If you select Yes, then the Outbound subsystem tries to call the phone
number again at a later time if an answering machine was reached the
first time.
Default = No
Callback Missed Determines the action that should be taken on the contacts that were not
called back. The three options for this field are:
• Reschedule for same time next business day (default)
• Mark it for a retry
• Close the record.

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Field Description
Assigned CSQs CSQs from which agents are selected for Outbound calls for this
campaign. This is a mandatory field.
Available CSQs CSQs that have been allocated for Outbound and are not yet assigned to
this campaign.

Step 3 Click Add or Save to save the configuration changes. While saving a new or
updated IVR campaign, the Outbound IVR subsystem validates the Session
values in the application and trigger pages based on following criteria and it might
display an alert message to increase Session value in application and trigger
pages:
• In case of Progressive campaign, the Outbound subsytem checks whether the
Lines Per Port * Dedicated Port is greater than minimum of the Session value
in application and trigger.
• In case of Predictive campaign, the Outbound subsytem checks whether the
maximum Lines Per Port * Dedicated Port is greater than minimum of the
Session value in application and trigger.
You should increase the Session values in the application and trigger to the
suggested value in the alert message to reduce the number of abandoned calls in
an IVR campaign.
Once you create a campaign, you need to import contacts for the campaign. See
Importing Contacts for a Campaign, page 13-39 section for detailed information
on how to import contacts for different types of campaigns.

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3
• How Is a Contact’s Local Time Determined?, page 13-15
• The Outbound Configuration Checklist, page 13-16
• Configuring General Outbound Properties, page 13-18

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Importing Contacts for a Campaign

Importing Contacts for a Campaign

Note • You can only import a total of 10,000 contacts for a campaign at any given
time. When some or all of these contacts are processed, you can import
additional contacts to add up to a total of 10,000 at any given time.
• While importing the contacts file for a campaign, use only comma-separated
plain text file with .txt extension. The contacts file should be ASCII-encoded
or UTF-8 encoded if it contains special characters (for example, if the contact
names are in Chinese, Russian, Japanese and so on).
When contacts are imported, the contacts text file is checked for duplicate entries.
If the phone01 value of a contact matches the phone01, phone02, or phone03
values of another contact in the contacts list being imported, then the previous
contact is overwritten with the new contact.

Caution You must verify all the contacts against the national do_not_call list before
importing them.

Note In this guide, the underscore character linking each word differentiates the
national do_not_call list from the Outbound subsystem’s Do Not Call list.

Tip Each time contacts are imported, they are appended to the existing list of contacts
for the selected campaign. If the new list contains a contact with the same
phone01 value as the phone01, phone02, or phone03 value or the same phone02
value as the phone01, phone02, or phone03 value or the same phone03 value as
the phone01, phone02, or phone03 value, of an existing contact, the existing
contact is overwritten with the new contact information. The call history for the
contact (if any) is retained.

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Importing Contacts for a Campaign

To import contacts for a selected campaign, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems >
Outbound > Campaigns.
The Campaigns web page opens displaying the details of existing campaigns.
Step 2 Click the hyperlink below the Name column for the campaign for which you want
to import the contacts.
The Campaign Configuration web page opens for the selected campaign.
Step 3 Click Import Contacts. The Import Contacts web page opens.
Step 4 Specify a file name to import the contacts from the fields being imported.
A contact list can contain up to 6 fields: AccountNumber, FirstName, LastName,
Phone1, Phone2, and Phone 3.
Step 5 Navigate to the directory that contains the imported fields in the same order as
they appear in the text file.

While uploading outbound contacts in a HA over WAN deployment of Unified

CCX, if all the contacts that are being uploaded exist in the database and are being
modified, then follow the guidelines mentioned below to avoid long delays:
• Upload the contacts during non-peak hours
• Upload in batches of 500 contacts or less

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3
• How Is a Contact’s Local Time Determined?, page 13-15
• The Outbound Configuration Checklist, page 13-16
• Configuring General Outbound Properties, page 13-18
• Adding a New Campaign, page 13-31
• Enabling Campaigns, page 13-41

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Enabling Campaigns

Enabling Campaigns
You must verify that the configured campaigns are active and that the start and
end times for the enabled campaigns are specified as required.
To verify the state of the required campaign, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems >
Outbound > Campaigns.
The Campaigns web page opens displaying following information for the existing
campaigns:

Field Description
Name Name of the campaign.
Start Time/End Time Start Time and End Time fields indicate the time range during which the
(hh:mm) AM PM campaign runs.
Remaining Contacts The Remaining Contacts field indicates the number of contacts that are yet
to be dialed for each campaign. In addition to the contacts that have not
been dialed, this number also includes contacts that have requested a
callback and contacts that will be tried again because of unsuccessful prior
attempt(s) (for example, contact was busy or unavailable). A detailed
breakdown of the pending contacts is provided in the Printable Reports
page for each campaign.
Enabled The Enabled field indicates to the Outbound subsystem whether this
campaign is currently active.
Campaign Type Denotes whether a specific campaign is IVR-based or Agent-based. The
existing campaigns will be marked as Agent-based after an upgrade.
Delete Click Delete icon next to the name of the campaign that you want to delete.

Step 2 Verify that the Enabled field is set to TRUE and that the start and end times are
specified as required.

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Adding Area Codes

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3
• How Is a Contact’s Local Time Determined?, page 13-15
• The Outbound Configuration Checklist, page 13-16
• Configuring General Outbound Properties, page 13-18
• Adding a New Campaign, page 13-31
• Adding Area Codes, page 13-42

Adding Area Codes

Caution Area code and long distance prefix configuration changes made to the Outbound
subsystem do not take effect for calls/contacts currently in the Outbound
subsystem’s memory. For example, if you change the long distance prefix or local
area code, the contacts already in the Outbound subsystem’s memory will
continue to use the old long distance prefix and local area code.

The Outbound subsystem provides all of the mappings from North American area
codes to their corresponding time zones at the time of product release. The Area
Codes page allows the administrator to add, modify, and delete any area code to
time zone mappings.
Some area codes extend across multiple time zones. For such area codes, an
administrator can edit the default time zone for that area code and specify a
different one, if required.
The Area Codes Management page allows users to find, add, delete, and modify
the mapping of area codes and time zones. The Outbound subsystem uses the area
code of a contact’s phone number to determine the time zone of the contact’s
calling area. This page can also be used for adding international area codes.
International area codes must include the country code and the city code.

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Setting-up Communications with the Agent’s Desktop

To add an area code, complete the following steps.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems >
Outbound > Area Codes.
The Area Codes Management web page opens.
Step 2 In the Area Code field, specify a unique identifier for the area code. This field can
have any numeric value, including 0 or leading zeros. This is a mandatory field.
Step 3 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window.
The new Area Code information is updated.

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3
• How Is a Contact’s Local Time Determined?, page 13-15
• The Outbound Configuration Checklist, page 13-16
• Configuring General Outbound Properties, page 13-18
• Adding a New Campaign, page 13-31
• Importing Contacts for a Campaign, page 13-39
• Enabling Campaigns, page 13-41

Setting-up Communications with the Agent’s

Desktop
In Unified CCX, CAD allows agents to handle Outbound calls. The Cisco Agent
Desktop and Cisco Supervisor Desktop do not support any new reports.
To display the additional buttons for the Outbound feature on CAD, the Direct
Preview option must be enabled on Cisco Desktop Administrator (CDA). See the
Cisco Desktop Administrator’s User Guide and the Cisco Agent User Guide for
further information.

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Related Topics
• About the Outbound Feature for Unified CCX, page 13-3
• How Is a Contact’s Local Time Determined?, page 13-15
• The Outbound Configuration Checklist, page 13-16
• Configuring General Outbound Properties, page 13-18
• Adding a New Campaign, page 13-31
• Importing Contacts for a Campaign, page 13-39
• Enabling Campaigns, page 13-41
• Adding Area Codes, page 13-42
• Agents Receive Outbound Calls, page 13-44

Agents Receive Outbound Calls

Agents can now log in and get ready to receive Outbound calls. To do so, agents
must belong to CSQs assigned to Outbound (see Allocating CSQ Agent Pool
Percentages, page 13-30).
This section contains the following topics:
• Agent Allocation and Queuing, page 13-45
• Previewing Customer Information, page 13-46
• Exchanging Data with CAD, page 13-48
• Call Status Values, page 13-50
• Call Result Values, page 13-52
• Reclassification Status Behavior, page 13-54
• Handling Skip-Next Behavior, page 13-56
• Handling Skip/Reject Behavior, page 13-57
• Call Retrieval Priority, page 13-58
• Handling Failover and System Restarts, page 13-58

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3

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• How Is a Contact’s Local Time Determined?, page 13-15

• The Outbound Configuration Checklist, page 13-16
• Configuring General Outbound Properties, page 13-18
• Adding a New Campaign, page 13-31
• Importing Contacts for a Campaign, page 13-39
• Enabling Campaigns, page 13-41
• Adding Area Codes, page 13-42
• Setting-up Communications with the Agent’s Desktop, page 13-43
• Handling Do Not Call Contacts, page 13-59

Agent Allocation and Queuing

The Outbound subsystem allocates agents for Outbound calls by pulling a batch
of contacts from the db_cra database and assigning a Ready agent to each by
reserving the agents for Outbound calls and presenting them with the Outbound
calls. Only CAD agents are presented with Outbound calls.
Agents are chosen from the CSQ using the same criteria configured in Unified
CCX Administration GUI for inbound calls. If an agent accepts an Outbound call,
the Outbound subsystem initiates a call on the agent’s behalf. If the agent rejects
the contact, the agent reservation is cancelled and the agent becomes Ready again
and may be presented with either an Outbound call or an inbound call. The contact
that was rejected is assigned to another agent. If the agent decides to skip the
contact, the agent reservation is not cancelled. Instead, the skipped contact gets
assigned to another (or the same) agent.
The agent’s response such as accept, skip, and reject is saved in the database for
each contact presented during a campaign. If the agent does not respond within
the timeout configured on the General page of the Outbound subsystem
configuration in Unified CCX Administration GUI, the Outbound subsystem
moves the agent to Not Ready state (much like an inbound Not Ready state) and
assigns the contact to another agent. The status of the contact (for example, the
contact can be closed or needs to be dialed again) and the call result (for example,
the contact was reached successfully or contact was not home) is recorded in the
database and this data is presented in the real-time and historical reports.

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Note Calls made by the Outbound subsystem will not be displayed in the Contacts
Summary Real-Time Report.

The goal of the subsystem is to maximize the number of Outbound calls made
without sacrificing the inbound service level of the CSQs involved in the
Outbound campaign. It accomplishes this by only using agents sitting idle in
Ready state, not handling inbound calls. The administrator configures, through
Unified CCX Administration GUI, the percentage of logged in agents (CAD +
IPPA in ready, work, reserved, or talking state) in a CSQ that are allocated for
handling Outbound calls.

Related Topics
• Previewing Customer Information, page 13-46
• Exchanging Data with CAD, page 13-48
• Call Status Values, page 13-50
• Call Result Values, page 13-52
• Reclassification Status Behavior, page 13-54
• Handling Skip-Next Behavior, page 13-56
• Handling Skip/Reject Behavior, page 13-57
• Call Retrieval Priority, page 13-58
• Handling Failover and System Restarts, page 13-58

Previewing Customer Information

Before placing an Outbound call, an available agent is reserved and presented
with a preview record on the desktop. This lets the agent preview the contact
before deciding on an action. This dialog contains customer information such as
name, account number, and phone number.
The enabled buttons when an agent is in the Reserved state are described in the
following table:

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Status Result of Selecting this Status

Accept Accept the current preview record and initiate the Outbound call to the customer from
the agent’s phone.
Reject Reject the current preview record, cancel the agent reservation, and change the agent
state to Ready. The agent can now handle either inbound or Outbound calls.
Reject-Close Reject the current preview call and close the record so that contact is not called again
for this particular campaign. This cancels the agent reservation and changes the agent’s
state to Ready so the agent can now handle either inbound or Outbound calls.
Skip Skip the current preview record and retain the agent in the reserved state to allow the
agent to handle another Outbound contact.
Skip-Close Skip the current preview call and close the record so the contact is not called again for
this particular campaign. The agent remains reserved to handle another Outbound
contact.
Cancel Cancel the agent reservation and set the agent to the Not Ready state. The record
Reservation remains open in the database. This state is similar to the Reject state except that the
agent is transferred to the Not Ready state instead of the Ready state.

Related Topics
• Agent Allocation and Queuing, page 13-45
• Exchanging Data with CAD, page 13-48
• Call Status Values, page 13-50
• Call Result Values, page 13-52
• Reclassification Status Behavior, page 13-54
• Handling Skip-Next Behavior, page 13-56
• Handling Skip/Reject Behavior, page 13-57
• Call Retrieval Priority, page 13-58
• Handling Failover and System Restarts, page 13-58

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Exchanging Data with CAD

Unified CCX uses predefined Expanded Call Context (ECC) variables to
exchange data with CAD for the Preview Outbound option. Unified CCX uses the
same ECC variables that Unified ICME uses for the Preview Outbound option.
These ECC variables are present on CDA. To display them on CAD, they must be
added to the OODefault layout that is associated with the call.
The following table lists the pre-defined ECC variables used for the Preview
Outbound option:

Caution Do not use these pre-defined ECC variables in any other context as they are
reserved for the Outbound feature.

.
ECC Variable Description
BAStatus Required. Contains two characters indicating the mode and direction of the
Preview Outbound option initiated call.
• The first character identifies the call mode:
– D = Direct Preview reservation for Unified CCX
– C = Direct Preview call for Unified CCX
– Z = the Outbound call transferred or conferenced
• The second character identifies the direction (always ‘O’ = Outbound for
Unified CCX).
So a BAStatus of DO would indicate a Direct Preview Reservation for an
Outbound Call, which is always the case for Outbound calls in Unified CCX.
BACampaign Optional. The name of the Outbound campaign to which the call belongs.
BAAccountNumber Optional. Identifies a customer account number and can be used by CAD to
perform a database lookup to obtain additional customer data. This ECC
variable displays only if the data was available in the customer import file.
Note: The maximum character length of this ECC variable is 30 characters.

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ECC Variable Description

BAResponse Optional. Multi-purpose placeholder that sends data from CAD to the Preview
Outbound option. This variable is used when the CAD responds to the server’s
agent reservation request (for example, Accept, Reject, Skip, etc.). It is also
used to schedule and cancel callbacks and make changes to the callback
number.
BADialedListID Optional. Unique key identifying a specific customer record.
BATimeZone Optional. The GMT offset, in minutes, for the customer’s time zone and local
time.
BABuddyName Optional. Contains the customer’s first and last name separated by a comma, if
provided in the contacts list imported for the campaign.
BACustomerNumber Optional. Contains dialed customer phone number.

Related Topics
• Agent Allocation and Queuing, page 13-45
• Previewing Customer Information, page 13-46
• Call Status Values, page 13-50
• Call Result Values, page 13-52
• Reclassification Status Behavior, page 13-54
• Handling Skip-Next Behavior, page 13-56
• Handling Skip/Reject Behavior, page 13-57
• Call Retrieval Priority, page 13-58
• Handling Failover and System Restarts, page 13-58

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Call Status Values

For each contact, the call statuses and their corresponding values are recorded in
the database and described in the following table:

Value (stored
Call Status in database) Description
Pending 1 The call is pending. This is the initial state for all records.
Active 2 The record was retrieved by the Outbound subsystem for dialing.
Closed 3 The record is closed (not dialed).
Callback 4 The record is marked for a callback.
Max Calls 5 Maximum attempts have been reached for this record (considered
closed).
Retry 6 The record is redialed immediately whenever there is any miss in the
callbacks for Retries with Delay.
Unknown 7 If the Outbound subsystem was restarted with records in the Active (2)
state, they are moved to this state.
Retries 8 The record is redialed as it was either busy, no answer, customer
with Delay abandoned or system abandoned. Retry time is set as per the
corresponding configuration in Unified CCX Application Administration
web interface.

Related Topics
• Agent Allocation and Queuing, page 13-45
• Previewing Customer Information, page 13-46
• Exchanging Data with CAD, page 13-48
• Resetting Contact States at Midnight, page 13-51
• Call Result Values, page 13-52
• Reclassification Status Behavior, page 13-54
• Handling Skip-Next Behavior, page 13-56
• Handling Skip/Reject Behavior, page 13-57
• Call Retrieval Priority, page 13-58

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• Handling Failover and System Restarts, page 13-58

Resetting Contact States at Midnight

The Outbound subsystem performs the following actions at midnight:
• The DialingListConfig records with a call status of Unknown are reset to
Pending.
• Missed callback records (dialingListConfig records that have call status
callback and a callBackDateTime smaller than the current time) are updated
depending on the missed callback action configured in the Unified CCX
Administration GUI.
– MissedCallbackAction: Reschedule (for the same time on the next
business day)
– MissedCallbackAction: Retry (sets the call status to Retry and deletes the
callBackNumber from the database).
– MissedCallbackAction: Close (sets the call status to Closed)
– Dialing list records with a call status of Closed or Max_Calls are deleted.

Note The records marked as closed today will be deleted the next day at
midnight. For example, the records closed on 4th June will be deleted
on 5th June at midnight.

– Dialing list records with a call result of Do Not Call are not deleted as
these records are exported to a text file.
• The DialingListConfig records with a call status of “Retries with delay” and
which could not be retried due to lapsed time are marked for immediate retry
at midnight.
• When the Unified CCX engine goes from offline to online (for example, the
standby server becomes active (online) if the active (first) server fails), the
dialing list records with a status of Unknown are reset to Pending.

Related Topics
• Agent Allocation and Queuing, page 13-45
• Previewing Customer Information, page 13-46

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• Exchanging Data with CAD, page 13-48

• Call Status Values, page 13-50
• Call Result Values, page 13-52
• Reclassification Status Behavior, page 13-54
• Handling Skip-Next Behavior, page 13-56
• Handling Skip/Reject Behavior, page 13-57
• Call Retrieval Priority, page 13-58
• Handling Failover and System Restarts, page 13-58

Call Result Values

For each contact, the call results (as marked by the agent on CAD or automatically
deleted by the system) and their corresponding values are recorded in the database
and described in the following table:

Value (stored
Call Result in database) Description
Voice 1 Customer answered and was connected to agent.
Fax 2 Fax machine or modem detected.
Answering machine 3 Answering machine detected.
Invalid 4 Number reported as invalid by the network.
Do Not Call 5 Customer did not want to be called again.
Wrong Number 6 Number successfully contacted but wrong number.
Customer Not Home 7 Number successfully contacted but reached the wrong person.
Callback 8 Customer requested callback.
Agent Rejected 9 Agent skipped or rejected the preview call.
Agent Closed 10 Agent skipped or rejected the preview call with the close
option (not dialed).
Busy 11 Busy tone detected.

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Value (stored
Call Result in database) Description
Ring No Answer 12 Agent did not respond to the preview call within the time out
duration.
Note You can configure the time out duration using the
Preview Call Timeout field detailed in the
“Configuring General Outbound Properties” section
on page 13-18.
Callback Failed 13 This value should not be written to the database; this is for
internal use only.
Callback Missed 14 Callback missed and marked for Retry.
Timeout 15 Customer’s phone timed out either due to Ring No Answer
(RNA) or Gateway failure.
Call Abandoned 16 Call was abandoned because IVR port was unavailable or
Unified CCX failed to transfer the call to the IVR port.
Call Failed 17 Call failed due any one of the following reasons:
• Dialer asked the Gateway to cancel a call that has not yet
been placed
• Gateway has declined the call
• Gateway is down or Gateway has timed out while placing
the call
• Gateway failure or configuration issues at the Gateway.
Customer Abandoned 18 Customer abandoned as customer disconnected the call within
the time limit as configured in “Abandoned Call Wait Time”
in Unified CCX Application Administration web interface.

Related Topics
• Agent Allocation and Queuing, page 13-45
• Previewing Customer Information, page 13-46
• Exchanging Data with CAD, page 13-48
• Call Status Values, page 13-50
• Call Result Values, page 13-52

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• Reclassification Status Behavior, page 13-54

• Handling Skip-Next Behavior, page 13-56
• Handling Skip/Reject Behavior, page 13-57
• Call Retrieval Priority, page 13-58
• Handling Failover and System Restarts, page 13-58

Reclassification Status Behavior

When the Outbound contacts are imported into the database from the Unified
CCX Administration GUI, the call status column in the Dialing List table is
assigned the default value of 1 (Pending) indicating that these Outbound contacts
are yet to be dialed. When the Outbound subsystem retrieves a batch of contacts
from the database, the call status is set to 2 (Active). After a call is placed to the
Outbound contact, the call status is set to 3 (Closed) and the call result is set to 1
(Voice), as all Outbound calls are classified by the agent desktop as voice by
default. If the agent clicks the reclassification button on the agent desktop and
reclassifies the call as answering machine/fax/busy/invalid or selects the callback
button and schedules a callback, the Outbound subsystem updates the call result
field accordingly, and based on the call result, it also updates the call status.
The following table describes the relationship between call status and call result
values and the resulting behavior of the system. The values in brackets are the
actual values stored in the database.

Note The following information is applicable only for Preview Dialer.

Call Result Call Status Behavior

Voice (1) Closed (3) This contact is not dialed again.
Fax (2) Retry (6) This contact is retried, using a different phone number
provided for this contact. If alternate phone numbers are not
available, the call status is closed.
Answering machine (3) Retry (6) This contact is retried, with the same phone number as before.

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Call Result Call Status Behavior

Invalid (4) Retry (6) This contact is retried, using a different phone number
provided for this contact. If alternate phone numbers are not
available, the call status is closed.
Do Not Call (5) Closed (3) This contact is not dialed again.
Wrong Number (6) Retry (6) This contact is retried, using a different phone number
CustomerNotHome (7) Retry (6) provided for this contact. If alternate phone numbers are not
available, the call status is closed.
Callback (8) Callback (4) This contact is dialed again using the number stored in the
callbackNumber column, at the time stored in
callbackDateTime column.
Reject or Skip (9) Active (No This contact is presented to another agent.
change)
Reject-Close or Closed (3) This contact is not dialed again.
Skip-Close
Busy Retry (6) This contact is retried, with the same phone number as before.

The call status is set to 3 (Closed) when the Outbound contact is no longer dialed
for this campaign. This happens when a call was successfully placed (call result
is voice) and also when an agent selects Skip-Closed, Reject-Closed, or Do Not
Call. This also happens automatically if the system reaches the maximum
attempts limit for an Outbound contact which means that the system tried dialing
the Outbound contact the maximum number of times configured in the Unified
CCX Administration GUI.

Related Topics
• Agent Allocation and Queuing, page 13-45
• Previewing Customer Information, page 13-46
• Exchanging Data with CAD, page 13-48
• Call Status Values, page 13-50
• Call Result Values, page 13-52
• Handling Skip-Next Behavior, page 13-56
• Handling Skip/Reject Behavior, page 13-57

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• Call Retrieval Priority, page 13-58

• Handling Failover and System Restarts, page 13-58

Handling Skip-Next Behavior

Tip To ensure that a skip-next selection is handled as designed, be sure to set at least
two, if not all three, phone numbers.

When an agent on an Outbound call with a customer selects the skip-next button
on CAD, two options (wrong number or not home) are made available to this
agent. The behavior for both options is the same, the agent continues to remain on
the call with the customer, while the Outbound subsystem updates the phone
number to be dialed to the next available number (with up to three phone number
possibilities—phone01, phone02m and phone03). If the record is imported with
only one phone number and phone02 and phone03 are empty, this record is closed
after the agent drops the call. If phone02 is empty, but phone03 is present, then
phone03 is used as the next number to dial.
If the max attempts to dial contact is set to 2 (default), even if the agent selects
the skip-next button, the record is closed and the next number is never dialed.

Related Topics
• Agent Allocation and Queuing, page 13-45
• Previewing Customer Information, page 13-46
• Exchanging Data with CAD, page 13-48
• Call Status Values, page 13-50
• Call Result Values, page 13-52
• Reclassification Status Behavior, page 13-54
• Handling Skip/Reject Behavior, page 13-57
• Call Retrieval Priority, page 13-58
• Handling Failover and System Restarts, page 13-58

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Handling Skip/Reject Behavior

The Outbound subsystem handles an agent’s skip/reject requests as listed below:
• Skip/reject close request: the contact is always set to Closed.
• Contact is a callback record: the contact goes back in queue so the callback
can be retried.
• Contact is not a callback: it is set to Pending and is picked up from the
database the next time that the Outbound subsystem reads records.
• Contact is recalled (deleted the CSQ to which this contact belonged, or the
campaign that this contact belongs to was stopped): then this contact is no
longer considered a callback.
• Reject: the agent is moved to available or unavailable (depending on
configuration) after the reject.
• Skip: The Outbound subsystem verified if there is another contact in queue
for this agent. If so, the agent remains in the reserved state and receives a new
DialingListConfig. Now, the agent has the option again to
accept/reject/skip/… for this new record.
• No new record for this agent: this agent is moved to available or unavailable,
again depending on the configuration.
• No record for this agent: With only one active agent for a CSQ, the Outbound
subsystem only requests one contact,. If the agent skips this contact, there is
no other contact available.

Related Topics
• Agent Allocation and Queuing, page 13-45
• Previewing Customer Information, page 13-46
• Exchanging Data with CAD, page 13-48
• Call Status Values, page 13-50
• Call Result Values, page 13-52
• Reclassification Status Behavior, page 13-54
• Handling Skip-Next Behavior, page 13-56
• Call Retrieval Priority, page 13-58
• Handling Failover and System Restarts, page 13-58

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Call Retrieval Priority

While retrieving Outbound contacts from the database, records that have
scheduled callbacks have priority as the callback time must be adhered to.
Outbound contacts are retrieved in the following order of priority:
• Priority 1: Outbound contacts with scheduled callback (call status = 4) and
the current time is within the CallbackTimeLimit configured on the
Campaigns page (default value is15 minutes) of the scheduled callback time.
• Priority 2: Outbound contacts in the Pending state (call status = 1).
• Priority 3: Outbound contacts in the Retry state (call status = 6).

Related Topics
• Agent Allocation and Queuing, page 13-45
• Previewing Customer Information, page 13-46
• Exchanging Data with CAD, page 13-48
• Call Status Values, page 13-50
• Call Result Values, page 13-52
• Reclassification Status Behavior, page 13-54
• Handling Skip-Next Behavior, page 13-56
• Handling Skip/Reject Behavior, page 13-57
• Handling Failover and System Restarts, page 13-58

Handling Failover and System Restarts

Outbound contacts with an Active call status during a failover indicate that these
contacts were retrieved from the database but the system went down either before
they could be dialed or after they were dialed but before the call status and call
result columns were updated. When the system restarts, the call status for all such
Outbound contacts is changed to 7 (Unknown). All Outbound contacts in the
Unknown state will be reset to the Pending state (should be retrieved for dialing
again) at midnight every night.

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Handling Do Not Call Contacts

If there is an Outbound call in progress during a failover, they cannot be dialed

again as the call status is set to Closed as soon as an Outbound call is placed and
these records will not be retrieved for dialing again when the system comes back.
However, if the failover happened before the system could update the call status
to Closed, these records remain in the Active state and are marked Unknown so
they transition to Pending state after midnight. Once they are in the Pending state,
they will be dialed again.

Related Topics
• Agent Allocation and Queuing, page 13-45
• Previewing Customer Information, page 13-46
• Exchanging Data with CAD, page 13-48
• Call Status Values, page 13-50
• Call Result Values, page 13-52
• Call Result Values, page 13-52
• Reclassification Status Behavior, page 13-54
• Handling Skip-Next Behavior, page 13-56
• Handling Skip/Reject Behavior, page 13-57
• Call Retrieval Priority, page 13-58

Handling Do Not Call Contacts

Note In this guide, the underscore character linking each word differentiates the
national do_not_call list from the Outbound subsystem’s Do Not Call list.

When an agent reclassifies an outbound contact as Do Not Call from CAD, then
the record of the contact is closed and marked inactive in the database and it will
not be dialed again. In addition to this, for all contacts in other campaigns that
contain the same phone number as the outbound contact marked as Do Not Call,
the records will be closed and marked inactive in the database and those contacts
will not be dialed again.
The following actions are performed by the Outbound subsystem:

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• All contacts marked Do Not Call are exported to a text file <root
dir>:\DoNotCall.txt. If the file already exists, the new contacts being
exported are appended to the file along with a timestamp of when the export
was done.
• After the Do Not Call contacts are exported to the text file, they are marked
inactive in the Dialing List table and are permanently deleted from the
database when the database is purged (see Purging Historical Data,
page 12-3).

Related Topics
• About the Outbound Feature for Unified CCX, page 13-3
• How Is a Contact’s Local Time Determined?, page 13-15
• The Outbound Configuration Checklist, page 13-16
• Verifying the RmCm and Outbound Subsystems, page 13-17
• Configuring General Outbound Properties, page 13-18
• Adding a New Campaign, page 13-31
• Importing Contacts for a Campaign, page 13-39
• Enabling Campaigns, page 13-41
• Adding Area Codes, page 13-42
• Setting-up Communications with the Agent’s Desktop, page 13-43

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Reporting on Real-Time Unified CCX
Data

When the Unified CCX system is configured and functioning, you can run reports
to monitor real-time activity using the Unified CCX Administration web
interface.
If you have the Cisco Agent Desktop and Cisco Supervisor Desktop, you also can
run real-time reports directly from these applications. Cisco Agent Desktop and
Cisco Supervisor Desktop do not use the same calculations or data display
methods as those that Unified CCX real-time reporting uses. Therefore, a report
run using Unified CCX real-time reporting and a report run using Cisco
Supervisor Desktop may not display the same information for a given statistic. To
avoid confusion, it might help to make one of these tools your standard reporting
tool.
You must be logged into the Unified CCX Administration web interface to run
Unified CCX real-time reports.

Caution While Unified CM supports Unicode characters in first and last names,
those characters become corrupted in Unified CCX Administration
web pages for RmCm configuration, Real Time Reporting, Cisco
Agent/Supervisor Desktop, and Historical Reports.

The following sections provide more information about real-time Unified CCX
data.
• Available Unified CCX Real-Time Reports, page 14-2

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Available Unified CCX Real-Time Reports

• Opening Real-Time Reporting, page 14-3

• Running Reports, page 14-5
• Viewing Detailed Subreports, page 14-5
• Printing Reports, page 14-6
• Resetting Report Statistics, page 14-6
• Clearing Stuck Calls, page 14-7
• Setting Report Options, page 14-7
• Setting Report Appearance, page 14-8
• Application Reporting User Interface, page 14-8

Available Unified CCX Real-Time Reports

Unified CCX real-time reporting provides up to 12 reports that you can use to
monitor Unified CCX system activity. The following table briefly describes each
of these reports.

Report Description
Application Tasks Provides information about currently active applications.
Application Tasks Summary Provides a summary of specific applications’ activity.
Applications Provides a list of all applications loaded on the Unified CCX server.
Contacts Summary Provides information for call contacts, e-mail contacts, and HTTP
contacts. Also provides the total number of contacts.
Note Calls made by the Outbound subsystem will not be displayed
in the Contacts Summary Real-Time Report.
Contacts Provides information about currently active contacts.
CSQ Cisco Unified Contact Provides information about CSQ activity. This report is available only
Center Express Stats if Unified CCX has been configured.
Data source Usage Provides information about configured data source names (DSNs).
Engine Tasks Provides information about currently active Engine tasks.

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Opening Real-Time Reporting

Report Description
Preview Outbound Campaign Provides information about real-time Unified CCX information for the
Cisco Unified Contact Center Outbound preview dialer.
Express Stats
IVR Outbound Campaign Provides real-time statistics on progressive and predictive Outbound
Stats IVR campaigns since the statistics were last reset.
Note This report will be available only if you have an Outbound IVR
license on top of Unified CCX premium license in your
Unified CCX.
Overall IVR Outbound Stats Provides real-time statistics across all predictive and progressive
campaigns for all the configured Outbound IVR campaigns since the
statistics were last reset.
Note This report will be available only if you have an Outbound IVR
license on top of Unified CCX premium license in your
Unified CCX.
Overall Cisco Unified Provides information about Unified CCX resources and calls. This
Contact Center Express Stats report is available only if Unified CCX has been configured.
Resource Cisco Unified Provides information about Unified CCX resources activity.
Contact Center Express Stats
Sessions Provides information on all active sessions.

Related Topic
Report Menu, page 14-9

Opening Real-Time Reporting

Real-Time reporting is available from the Unified CCX Administration web
interface.

Note Real-Time Reporting requires the Java plug-in. If the Java plug-in is not
already installed on the PC on which you are viewing the reports, the Unified
CCX system will automatically install it when you choose Tools > Real Time
Reporting.

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Opening Real-Time Reporting

The Application Reporting web page is a stand-alone component of the Unified

CCX Administration interface. It has its own menu bar, which replaces the
Unified CCX Administration menu bar.
To open real-time reporting, complete the following steps.

Procedure

Step 1 If you are running Real-Time Reporting for the first time on this system, log into
Unified CCX Administration as an Administrator.
The system prompts you to download the Java plug-in; follow the prompt
instructions.

Note After you perform the initial download of the Real-Time Reporting Java
plug-in, non-Administrative users can access Real-Time Reporting on
this system.

Step 2 Choose Tools > Real-Time Reporting from the Unified CCX Administration
menu bar.
The Application Reporting web page opens in a new window. The real-time
reporting tool requires a Java plug-in. If the plug-in is not installed on the machine
you are using, the Unified CCX system prompts you to accept the automatic
installation of the plug-in. If you do not accept the installation, you cannot use
real-time reporting.

Related Topics
• Application Reporting User Interface, page 14-8.

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Running Reports

Running Reports
Open the real-time reporting tool from the Unified CCX Administration web
interface to run reports.
To run a real-time report, complete the following steps.

Procedure

Step 1 From the Application Reporting menu bar, choose Reports.

Step 2 From the Reports menu, choose the report to run.
The report opens in the Application Reporting window.

Note For detailed information about the real-time reports that are available, see “Report
Menu” section on page 14-9.

Viewing Detailed Subreports

You can view more detailed information for selected items in these four reports:
• Application Tasks report
• Contacts report
• Applications report
• Sessions report
To view detailed subreports, complete the following steps.

Procedure

Step 1 Run the Application Tasks, Contacts, Applications, or Sessions report.

Step 2 Click a line in the report for which you want to view more detailed information.
For example, click an e-mail address in the Contacts report.

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Printing Reports

Step 3 From the Application Reporting menu bar, choose Views and click the subreport
that you want to run.
You can also open a subreport by right-clicking the selected item and choosing a
subreport.
The subreport opens.

Note For detailed information about the subreports that are available, see “Views
Menu” section on page 14-37.

Printing Reports
To facilitate printing, you can open a printable version of a report.
To print a report, complete the following steps.

Procedure

Step 1 Run a report.

Step 2 From the Application Reporting menu, choose Tools > Open Printable Report.
A printable version of the report opens in a separate window.
Step 3 Print the report using your browser’s print functionality.

Resetting Report Statistics

The Unified CCX system automatically resets all statistics each day at midnight.
You can reset the accumulated statistics manually at any time. Resetting statistics
does not reset active statistics, such as active contacts and active tasks.
To reset report statistics, complete the following steps.

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Clearing Stuck Calls

Procedure

Step 1 From the Application Reporting menu bar, choose Tools > Reset All Stats.
The Reset Stats dialog box opens for you to confirm the reset.
Step 2 Click Yes.
Accumulated statistics are reset.

Clearing Stuck Calls

You may sometimes see a Contact/Call as waiting in Real Time Reports in CSQ
Stats and even though there are available Agents in the queue, the call does not
seem to get routed to these Agents. The waiting time for the Queued call
accumulates and will not clear even if the user activates “Reset All Stats” option
from the Real-Time Reporting menu.
To enable clearing such stuck call entries from the system, Unified CCX system
provides the Clear Contact option. This has the ability to clear stuck calls in the
system without requiring a restart of the engine.
For information on clearing stuck calls, see Clear Contact Menu Option,
page 14-36

Setting Report Options

You can set the following reporting options:
• Refresh interval
• Number of times that the Unified CCX Administration web interface should
attempt to reconnect to the Unified CCX server.
• Whether logged off users appear in reports
To set report options, complete the following steps.

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Setting Report Appearance

Procedure

Step 1 From the Application Reporting menu bar, choose Settings > Options.
Step 2 The Options dialog box opens.
Step 3 From the Polling Interval drop-down menu, choose the refresh rate in seconds.
Step 4 From the Server Connect Retry Count drop-down menu, choose the number of
times that the Unified CCX Administration web interface should attempt to
reconnect to the Unified CCX server.
Step 5 From the Show Logged Off Resources drop-down menu, choose whether logged
off agents appear in reports.
Step 6 Click Apply to apply the settings.

Setting Report Appearance

You can select from three report appearances:
• Windows, which displays reports in colors based on your Windows settings
• Motif, which displays reports in purple and menu items in brown
• Metal, which displays reports in grey and menu items in black
To set the report appearance, choose Settings from the Application Reporting
menu bar and click the appearance that you want.

Note For more information, see “Settings Menu” section on page 14-40.

Application Reporting User Interface

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

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Application Reporting User Interface

When you choose Tools > Real-Time Reporting from the Unified
CCX Administration menu, the Application Reporting tool opens a web page in a
new window.
The Application Reporting tool menu bar contains the following options:
• Report—Choose this option to display a list of the available top-level
real-time reports (see Report Menu, page 14-9).
• Tools—Choose this option to reset all the statistics and refresh connections
(see Tools Menu, page 14-35).
• Settings—Choose this option to set the look and feel of the real-time
Reporting client, set the polling (refresh) interval times, and set the amount
of times the server will attempt to reconnect (see Views Menu, page 14-37).
• Help—Choose this option to display system information and to access
Unified CCX online help (Settings Menu, page 14-40).

Report Menu

Note All real-time reports display a Last Updated At field, which indicates the time of
the snapshot. All summary reports display both a start time (which indicates when
the summary statistics started being collected) and the current time. All real-time
reports display a Connected or Not Connected status for each node in the cluster.

The Report menu provides access to a variety of top-level reports. It contains the
following menu options:
• Contacts Summary Real-Time Report, page 14-11
• Application Tasks Summary Real-Time Report, page 14-13
• Application Tasks, page 14-13
• Engine Tasks, page 14-14
• Contacts, page 14-14
• Applications, page 14-19
• Sessions, page 14-20
• Datasource Usage, page 14-20

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• Overall Cisco Unified Contact Center Express Stats, page 14-21

• CSQ Cisco Unified Contact Center Express Stats, page 14-25
• Preview Outbound Campaign Cisco Unified Contact Center Express Stats,
page 14-27
• IVR Outbound Campaign Stats, page 14-29
• Overall IVR Outbound Stats, page 14-31
• Resource Cisco Unified Contact Center Express Stats, page 14-32
• Failover Behavior for Unified CCX Stats, page 14-34

High Availability (HA) Setup

In a HA setup, IVR real-time reports obtain data from both nodes in the cluster.

Note Support for High Availability and remote servers is available only in
multiple-server deployments.

Failover in a two-node cluster is available for Unified IP IVR reports as described

in the following table.

Failover Scenario Connection Status Node 1 Status Node 2

Both nodes are up Fully Connected Node ID current/start-time Node ID current/start-time
Node 1 is up Partially Connected Node ID current/start-time Node ID Not Connected
Node 2 is down
Node 1 is down Partially Connected Node ID Not Connected Node ID current/start-time
Node 2 is up
Both nodes are down Not Connected Node ID Not Connected Node ID Not Connected

Unified CCX real-time reports obtain data only from the current master
node—failover in a two-node cluster is available as described in the following
table.

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Failover Scenario Connection Status Node 1 Status Node 2

Both nodes are up Fully Connected Node ID current/start-time Node ID Not Connected
Node 1 is master
Node 1 is master Fully Connected Node ID current/start-time Node ID Not Connected
Node 2 is down
Node 1 is down  Fully Connected Node ID Not Connected Node ID current/start-time
Node 2 is master
Both nodes are down Not Connected Node ID Not Connected Node ID Not Connected

Contacts Summary Real-Time Report

Use the Contacts Summary report to view specific contact information for call
contacts, e-mail contacts, HTTP contacts, and total number of contacts.
To access the Contacts Summary real-time report, choose Reports > Contacts
Summary from the Application Reporting menu bar.

Note You display the data on this report as numbers or percentages by clicking the
Display Value/Display % toggle button.

The following fields are displayed on the Contacts Summary report.

Field Description
Active Active contacts that are currently running.
Inbound Number of inbound contacts since the statistics were last reset.
Outbound Number of outbound contacts since the statistics were last reset.
Connected Number of connected contacts since the statistics were last reset.
Provides a total for contacts that are connected to resources (for example, a call
connected to an ACD agent).

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Field Description
Terminated Number of terminated contacts since the statistics were last reset.
This row reports contacts that are ended normally by the application (for example,
a caller hangs up and the application terminates), indicating whether the contact
was terminated:
• Locally—On the local server.
• Remotely—On a remote server in the cluster.
Note Use the + toggle button to access these statistics.
Rejected Number of rejected contacts since the statistics were last reset.
This row reports contacts that are not accepted and processed (as a result, for
example, of insufficient resources or the rejection of the contact based on some
customer-defined logic). Indicates the reason code for the reject:
• Channels busy
• No channel license
• No trigger
Note Use the + toggle button to access these statistics.
Aborted Number of aborted contacts since the statistics were last reset.
This row reports contacts improperly ended by a task associated with the
application (as when, for example, the system generates an exception or can not
invoke the application because of some error in the application) and includes the
associated Java exception code.
Note Java exception codes are dynamic, as they can be generated from a variety
of sources.

Note Use the + toggle button to access these statistics.

Handled Number of handled contacts since the statistics were last reset.
This row reports contacts that are explicitly marked “Handled” by the application
(typically when the application connects the contact to a Unified CCX agent).
Abandoned Number of abandoned contacts since the statistics were last reset.
This row reports contacts that end without being marked “Handled” by the
application.

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Application Tasks Summary Real-Time Report

Use the Application Tasks Summary report to display statistics that summarize
the activity of specific applications.
To access the Application Tasks Summary real-time report, choose Reports >
Application Tasks Summary from the Application Reporting menu bar.
The following fields are displayed on the Application Tasks Summary report.

Field Description
Application Name Names of the applications that are running or have run.
Running Currently running applications.
Completed Applications that have stopped running.
Total Number of times an application was invoked since the statistics were last reset.
DTMF VB and AA Application names configured from the Unified CCX administration.
Status Displays the failover connection status. The possibilities are: Fully connected,
Partially connected, and Not connected. See the following tables for detailed
status information for Unified IP IVR and Unified CCX reports.

Application Tasks
Use the Application Tasks real-time report to view information about currently
active applications.
To access the Application Tasks report, choose Reports > Application Tasks
from the Application Reporting menu bar. The following fields are displayed on
the Application Tasks report.

Field Description
ID Unique application task ID.
Node ID Unique ID for a server in the cluster.
Application Name of the application.
Start Time Time when the application task started.
Duration Length of time that the application has been active.

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Note If this report indicates that an application is running for an unusually long time,
there may be a problem with the application. The application’s script may not
include error handling that prevents infinite retries if a call is no longer present.
If the application does not receive a disconnect signal after a call, the application
repeatedly retries to locate the call, and causes the application to run for an
unusually long time. To prevent this problem, include the proper error handling
in the application script.

Engine Tasks
Use the Engine Tasks real-time report to view information about currently active
Engine tasks.
To access the Engine Tasks report, choose Reports > Engine Tasks from the
Application Reporting menu bar.
The following fields are displayed on the Engine Tasks report.

Field Description
ID Unique identifier of the engine task.
If the engine task is the main task running the application and the parent ID is
empty, its identifier will match the Application Task Identifier.
Parent ID Unique identifier for the parent of the engine task (if any).
Node ID Unique identifier for a server in the cluster.
Server IP Address IP address identifying the server in the cluster.
Script Name of the script that is running the task (if the task is running a Unified CCX
script).
Start Time Time that the task started.
Duration Length of time the task has been active.

Contacts
Use the Contacts real-time report to view information for all the active contacts
for all servers across clusters.

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Note Support for High Availability and remote servers is available only in
multiple-server deployments.

To access the Contacts report, choose Reports > Contacts from the Application
Reporting menu bar.
The following fields are displayed on the Contacts report.

Field Description
ID Unique identifier representing a contact.
Type Type of contact: Unified CM Telephony call, Cisco agent call, or Cisco HTTP Contact.
Impl ID Unique identifier provided by the particular type of contact. For example, for a call
contact, this identifier would represent the Unified CM global call ID.
Node ID Unique identifier for a server in the cluster.
Start Time Time stamp when the contact was created.
Duration Length of time that the contact is active.
Handled If True, the contact is handled; if False, the contact is not handled.
Aborting If True, the contact is aborted with a default treatment; if False, the contact is not
aborted.
Application Name of the application currently managing the contact.
Task Unique identifier of the application task that is currently responsible for the contact.
Session Unique identifier of the session currently managing the contact (if any).

You can access detailed information about specific contacts listed on the Contacts
web page by performing one of the following procedures:
• Accessing Detailed Call Contact Information, page 14-16
• Accessing Detailed E-mail Contact Information, page 14-17
• Accessing Detailed HTTP Contact Information, page 14-18

Note The information displayed is dependent on the type of contact selected.

Depending on the type of call, some fields may not be supported and will appear
blank.

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Related Topic
Clear Contact Menu Option, page 14-36

Accessing Detailed Call Contact Information

Use the Call Contacts Detailed Info real-time report to view all information
related to the call contact.
To access the Call Contacts Detailed Info report, right-click a specific call contact
record on the Contacts report; information for that specific record displays.
The following fields are displayed on the Call Contacts Detailed Info report.

Field Description
State Current state of the contact.
Inbound If True, this call was received by the Unified CCX server; if False, this call
was placed as an outbound call by an application.
Language The selected language context of the call.
Application ID Unique identifier of the associated application.
Called Number Called number for this call leg from the perspective of the called party.
Dialed Number Dialed number for this call leg from the perspective of the calling party.
Calling Number Calling number of the originator of this call.
ANI Automatic number identification.
DNIS Dialed number identification service.
CLID Caller ID.
Arrival Type Information on how the call contact arrived in the system.
Last Redirected Number Number from which the last call diversion or transfer was invoked.
Original Called Number Originally called number.
Original Dialed Number Originally dialed number.
ANI Digits Automatic Number Identification information indicator digit codes.
CED Entered digits that were gathered by the network before the call was
received.
Note Calls running Unified ICME applications are also reported here.

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Accessing Detailed E-mail Contact Information

Use the Email Detailed Info real-time report to view all information related to the
e-mail contact.
To access the Email Detailed Info report, right-click a specific e-mail contact
record on the Contacts report; information for that specific record displays.
The following fields are displayed on the Email Detailed Info report.

Field Description
State Current state of the contact.
Inbound If True, this e-mail message was received by the Unified CCX server; if False,
this e-mail was created by an application.
Note Inbound e-mail messages are not currently supported.
Language Selected language context of the e-mail message.
Application ID Unique identifier of the associated application.
From Sender of this e-mail message.
To All the recipients of this e-mail message.
Subject “Subject” field of this e-mail message.
Attachments List of all attachments (file names) associated with this e-mail message.

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Accessing Detailed HTTP Contact Information

Use the HTTP Detailed Info real-time report to view all information related to the
HTTP contact.
To access the HTTP Detailed Info report, right-click a specific HTTP contact
record in the Contacts report; information for that specific record displays.
The following fields are displayed on the HTTP Detailed Info report.

Field Description
State Current state of the contact.
Inbound If True, this HTTP request was received by the Unified CCX server; if False,
this HTTP request was created by an application.
Note This information will always be reported as True, because the Unified
CCX server does not currently track outbound HTTP requests in this
way.
Language Language currently associated with the HTTP request.
Application ID Unique identifier of the associated application.
Authentication Type Name of the authentication scheme used to protect the servlet; for example,
“BASIC” or “SSL.”
Character Encoding Length, in bytes, of the request body, which is made available by the input
stream, or -1 if the length is not known.
Note This length is the same as the value of the CGI1 variable
CONTENT_LENGTH.
Content Length MIME type of the body of the request, or null if the type is not known.
Note This is the same as the value of the CGI variable CONTENT_TYPE.
Content Type Type of HTTP contact request.
Request Language Preferred language for client content (the language that the client accepts for
its content), based on the Accept-Language header.
Path Info Any extra path information associated with the URL the client sent when the
HTTP request was made.

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Field Description
Protocol Name and version of the protocol the request uses in the form:
protocol/majorVersion.minorVersion; for example, HTTP/1.1
Note This value is the same as the value of the CGI variable
SERVER_PROTOCOL.
Remote Address IP address of the client that sent the request
Note This value is the same as the value of the CGI variable
REMOTE_ADDR.
Remote Host Fully qualified name of the client that sent the request, or the IP address of the
client, if the name cannot be determined
Note This value is the same as the value of the CGI variable
REMOTE_HOST.
Remote User Login of the user making this request, if the user has been authenticated.
Requested Session ID HTTP session ID as specified by the client.
Request URL Section of the URL of the HTTP request, from the protocol name up to the
query string in the first line of the HTTP request.
1. CGI = Common Gateway Interface

Applications
Use the Applications real-time report to view all the applications loaded on the
server.
To access the Applications report, choose Reports > Applications from the
Application Reporting menu bar.
The following fields are displayed on the Applications report.

Field Description
Name Unique name of the currently loaded application.
ID Application ID.
Type Type of application that is currently running (for example, a Cisco Script
Application).
Description Description of the application as entered on the Unified CCX Administration web
site.

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Field Description
Enabled If True, the application is enabled; if False, the application is disabled.
Max. Sessions Maximum number of simultaneous task instances that can run simultaneously on
the Unified CCX server.
Valid If True, the application is valid; if False, the application is invalid.1
1. An application is valid if it was successfully loaded and initialized from its configuration. At any time, an application can
become invalid if it internally fails to be refreshed.

Sessions
Use the Sessions real-time report to view real-time information on all the active
sessions.
To access the Sessions report, choose Reports > Sessions from the Application
Reporting menu bar.
The following fields are displayed on the Sessions report.

Field Description
ID Session ID.
Note This identifier is guaranteed to remain unique for a period of 12 months.
Mapping ID User- or system-defined identifier that maps to this session.
Node ID Unique identifier for a server in the cluster.
Parent Sessions that were created as a result of consult calls propagated in the system.
Creation Time Creation time of the session.
State Current state of the session.
Note When marked IDLE, the session is subject to being “garbage collected”
by the system after a specified period of time. In addition, a session is
IN_USE if it still has a contact associated or a child session.
Idle Time Length of time that the session has been idle.

Datasource Usage
Use the Data Source Usage real-time report to view real-time information on all
configured Data Source Names (DSNs).

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To access the Data Source Usage report, choose Reports > Datasource Usage
from the Application Reporting menu bar.
The following fields are displayed on the Data Source Usage report.

Field Description
Data Source Name Name of the data source, as configured through the Unified
CCX Administration web interface.
Available Connections Number of connections available.
Busy Connections Number of busy connections.
Note Busy + available = Maximum number of connections configured.
Checkouts Granted Number of times the database connections have been used up since the
statistics were last reset.
Checkouts Denied Number of times the Database connections have been denied since the
statistics were last reset.

Overall Cisco Unified Contact Center Express Stats

Use the Overall Cisco Unified Contact Center Express Stats real-time report to
view real-time Unified CCX resource and call information.

Note Unified CCX reports contain information for calls that have been queued in one
or more CSQs. If a call is not queued (for example, the caller hangs up before
being queued), the reports do not display data for that call.

Unified CCX reports retrieve the following statistics:

• Unified CCX statistics from the current Master node.
• Unified IP IVR statistics from all nodes in the cluster.
To access the Overall Unified CCX Stats report, choose Reports > Overall Cisco
Unified Contact Center Express Stats from the Application Reporting menu
bar.

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Note Preview Outbound durations are updated when the preview outbound call
disconnects and all agents (resources) involved in the call move out of the work
and talking state.

The following fields are displayed on the Overall Cisco Unified Contact Center
Express Stats report.

Field Description
Resource Information
CSQs Number of CSQs currently configured. If a CSQ is added or removed, this
statistic reflects that change.
Logged-in Resources Number of resources currently logged in.
Talking Resources Number of resources currently talking.
Note This number includes resources in Talking, Work, and Reserved
states.
Ready Resources Number of resources currently ready.
Not Ready Resources Number of resources currently not ready.
Call Information — Inbound
Total Contacts Number of total contacts that have arrived since the statistics were last reset.
This includes contacts that are waiting, contacts connected to a resource, and
contacts that have disconnected.
If a resource transfers to or conferences with a route point, this value
increases.
Contacts Waiting Number of contacts waiting to be connected to a resource.
Note A contact is shown as waiting until the call is answered by the agent.
This means that, even if the phone is ringing at the agent, the contact
will still show as waiting in RTR.
Contacts Handled Number of contacts that have been handled by a resource.
Oldest Call in Queue Displays the wait time for the oldest contact in the queue.
Contacts Abandoned Number of contacts that have arrived and disconnected before being
connected to a resource.

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Field Description
Avg Talk Duration Average duration (in seconds) that resources spend talking on Unified CCX
contacts. Talk duration starts when a contact first connects to a resource and
ends when the contact disconnects from the last resource to which it was
connected.
Talk duration does not include hold time.
Avg Wait Duration Average wait time (in seconds). It begins when the contact enters the system
and ends when the contact stops waiting. Wait duration does not include hold
time. The time a contact spends on a CTI port prior to getting queued is
included in this report.
Longest Talk Duration Longest talk duration (in seconds) of a contact. Talk duration does not
include hold time.
Longest Wait Duration Longest wait (in seconds) for a contact to be connected to a resource. Wait
duration does not include hold time.
Call Information — Preview Outbound
Active Total number of preview outbound calls currently previewed or connected to
agents.
Preview Total number of preview outbound calls currently previewed but have not
been accepted, rejected. or closed by the agents.
Connected Total number of preview outbound calls currently connected to agents. When
an agent conferences in other agents, the call is counted once towards the
total number of connected calls.
Offered Total number of preview outbound calls offered. A call is considered offered
when it is presented to an agent. A contact that is presented to an agent,
skipped/rejected by that agent, and then presented to the same agent or to
another agent is counted twice towards the number of calls offered. Offered
= Accepted + Rejected + Closed + Timed-out.
Accepted Total number of preview outbound calls accepted. A call is considered
accepted if an agent has clicked Accept when presented the call. A call that
is presented to an agent, skipped/rejected by that agent, presented to another
agent, and then accepted by that other agent is counted once towards the
number of calls accepted.

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Field Description
Rejected The number of preview outbound calls that were skipped or rejected by an
agent. This means that the agent selected Reject, Skip, or Cancel Reservation.
These contacts will be dialed again. If a contact is rejected by multiple agents,
this field increments each time the contact is rejected.
The number Rejected is also incremented each time an agent drops the
preview call while it is ringing at the customer’s contact.
Closed The number of preview outbound contacts that were closed by agents. This
means that the agent selected Skip-Close or Reject-close. These contacts will
not be dialed again.
Timed-Out Total number of preview outbound calls that timed out. A call is considered
timed out when it is presented to an agent and not accepted, rejected, or
closed within the allocated time. These contacts will be dialed again. If a
contact timed out multiple agents, this field is incremented each time the
contact is timed out for each agent.
Invalid Number The number of preview outbound calls that were dialed to an invalid number.
This means that the agent accepted the call (by clicking Accept), got
connected to the customer, and selected the Invalid Number option from the
contact Reclassification drop down. It also includes the number of preview
outbound calls that failed at the network level.
Note The agent can manually reclassify the contact as Invalid Number
while the customer contact is on the call or when the agent has gone
into the Work state after the call.
Voice The number of preview outbound calls that ended in successful customer
contact. This means that an agent accepted the call (by clicking Accept) and
selected a classification of Voice (default) or Do Not Call for this contact.
Answering Machine The number of preview outbound calls that connected to an answering
machine for this campaign. This means that the agent accepted the call (by
clicking Accept), got connected to the answering machine and selected the
Answering Machine option from the contact Reclassification drop down.
Note The agent can manually reclassify the contact as Answering Machine
while the customer contact is on the call or when the agent has gone
into the Work state after the call.

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Field Description
Requested Callback The number of contacts marked for callback. This means that the agent
accepted the call (by clicking Accept), got connected to the contact, the
contact requested a callback, and the agent selected the CallBack option. A
call that is accepted by an agent, marked for callback, later presented to and
accepted by another agent (at the callback time), and marked for callback
again is counted twice towards the number of callback calls.
Avg Talk Duration The average time in HH:MM:SS (hours, minutes, seconds) that agents spend
talking on outbound calls. The durations consider all calls that were Agent
Accepted and classified as Voice. If a preview outbound call is transferred or
conferenced to a route point, this average outbound talk duration does not
include the talk time of agents who handle the call after it came through the
route point. Instead, the talk time is included in the inbound talk duration.
Longest Talk Duration The longest talk duration of a preview outbound call in HH:MM:SS (hours,
minutes, seconds). The durations consider all calls that were Agent Accepted
and classified as Voice.

Related Topic
Clear Contact Menu Option, page 14-36

CSQ Cisco Unified Contact Center Express Stats

Use the CSQ Cisco Unified Contact Center Express Stats real-time report to view
real-time information.

Note Unified CCX reports contain information for calls that have been queued in one
or more CSQs. If a call is not queued, the reports do not display data for that call. .

To access the CSQ Cisco Unified Contact Center Express Stats report, choose
Reports > CSQ Cisco Unified Contact Center Express Stats from the
Application Reporting menu bar.

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The following fields are displayed on the CSQ Cisco Unified Contact Center
Express Stats report.

Field Description
Name Name of the CSQ.
Talking/ Number of resources who are in the talking, ready, and not ready states, and
Ready Resources/ the number of resources logged in for this CSQ. Values for the four items are
Not Ready Resources/ separated by colons. Values are displayed in the same order that the items
Logged-In Resources appear in the column heading.
Note This number includes resources in Talking, Work, and Reserved
states. If you are logged into the Unified CCX Administration web
interface as a Supervisor and opening the Real-Time Reporting
plug-in, you will be able see all the logged in agents from all the
teams independent of team membership.
Total Contacts Number of total contacts since the statistics were last reset for this CSQ.
Contacts Waiting Number of contacts waiting to be connected to a resource in this CSQ.
This column also displays how long the oldest contact has been waiting.
Contacts [oldest Duration of longest currently waiting contact.
contact in queue]
Contacts Handled Number of contacts that have been handled by this CSQ.
Contacts Abandoned Number of contacts that have been abandoned by this CSQ.
Contacts Dequeued Number of contacts that have been dequeued from this CSQ.
Avg Talk Duration Average time (in seconds) agents in this CSQ spent talking to contacts.
Avg Wait Duration Average wait time (in seconds). It begins when the call was queued (when
you execute the “Select Resource” step) and ends when the call reaches the
agent. Wait duration does not include hold time.The time a contact spends on
a CTI port prior to getting queued is not included in this wait time.
Longest Talk Duration Longest time (in seconds) agents in this CSQ spend talking to contacts.
Longest Wait Duration Longest wait (in seconds) for a contact to be connected to a resource.

Related Topic
Clear Contact Menu Option, page 14-36

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Preview Outbound Campaign Cisco Unified Contact Center Express Stats

Use the Preview Outbound Campaign Cisco Unified Contact Center Express Stats
real-time report to view real-time Unified Contact CCX information for the
Outbound preview dialer.
To access the Preview Outbound Campaign Cisco Unified Contact Center
Express Stats report, choose Reports > Preview Outbound Campaign Cisco
Unified Contact Center Express Stats from the Application Reporting menu
bar.
The following fields are displayed on the Preview Outbound Campaign Cisco
Unified Contact Center Express Stats report.

Field Description
Campaign The name of the preview outbound campaign.
Status The current activation state of the preview outbound campaign:
• Running: an active preview outbound campaign
• Stopped: an inactive preview outbound campaign.
Active Total number of outbound calls currently previewed by or connected to agents for this
preview outbound campaign. Active Calls = Previewed + Connected.
Preview Total number of outbound calls currently previewed but have not been accepted,
rejected or closed by the agents as part of this preview outbound campaign.
Connected Total number of outbound calls currently connected to agents for this preview
outbound campaign. When an agent conferences in other agents, the call is counted
once towards the total number of connected calls.
Offered Total number of outbound calls offered for this preview outbound campaign. A call
is considered offered when it is presented to an agent as part of this preview outbound
campaign. A contact that is presented to an agent, skipped/rejected by that agent, and
then presented to the same agent or to another agent is counted twice towards the
number of calls offered. Offered = Accepted + Rejected + Closed + Timed-out.
Accepted Total number of outbound calls accepted for this preview outbound campaign. A call
is considered accepted if an agent has clicked Accept when presented the call. A call
that is presented to an agent, skipped/rejected by that agent, presented to another
agent, and then accepted by that other agent is counted once towards the number of
calls accepted.

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Field Description
Rejected The number of outbound calls that were skipped or rejected by an agent as part of this
preview outbound campaign. This means that the agent selected Reject, Skip, or
Cancel Reservation. These contacts will be dialed again. If a contact is rejected by
multiple agents, this field increments each time the contact is rejected.
The number Rejected is also incremented each time an agent drops the preview call
while it is ringing at the customer’s contact.
Closed The number of outbound contacts that were closed by agents as part of this preview
outbound campaign. This means that the agent selected Skip-Close or Reject-close.
These contacts will not be dialed again.
Timed-Out Total number of outbound calls that timed out. A call is considered timed out when it
is presented to an agent and not accepted, rejected, or closed within the allocated time.
These contacts will be dialed again. If a contact times out for multiple agents, this
field is incremented each time the contact is timed out for each agent.
Invalid The number of outbound calls that were dialed to an invalid number for this preview
Number outbound campaign. This means that the agent accepted the call (by clicking Accept),
got connected to the customer, and selected the “Invalid Number” option from the
contact Reclassification drop down. It also includes the number of outbound calls that
failed at the network level.
Note The agent can manually reclassify the contact as Invalid Number while the
customer contact is on the call or when the agent has gone into the Work state
after the call.
Voice The number of outbound calls that ended in successful customer contact. This means
that an agent accepted the call (by clicking Accept) and selected a classification of
Voice or Do Not Call for this contact.
Answering The number of outbound calls that connected to an answering machine for this
Machine preview outbound campaign. This means that the agent accepted the call (by clicking
Accept), got connected to the answering machine and selected the Answering
Machine option from the contact Reclassification drop down.
Note The agent can manually reclassify the contact as Answering Machine while
the customer contact is on the call or when the agent has gone into the Work
state after the call.

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Field Description
Requested The number of contacts marked for callback for this preview outbound campaign.
Callback This means that the agent accepted the call (by clicking Accept), got connected to the
contact, the contact requested a callback, and the agent selected the CallBack option.
A call that is accepted by an agent, marked for callback, later presented to and
accepted by another agent (at the callback time), and marked for callback again is
counted twice towards the number of callback calls.
Avg Talk The average time in HH:MM:SS (hours, minutes, seconds) that agents spend talking
Duration on outbound calls for this preview outbound campaign. The durations consider all
calls that were Agent Accepted and classified as Voice. If a call is transferred or
conferenced back to the route point, the preview outbound campaign talk duration
does not handle the talk time of agents who handle the call after it came through the
route point.
Longest Talk The longest talk duration of an outbound call in HH:MM:SS (hours, minutes,
Duration seconds) for this preview outbound campaign. The durations consider all calls that
were Agent Accepted and classified as Voice.

IVR Outbound Campaign Stats

If you have an Outbound IVR license, use the IVR Outbound Campaign Stats
report to view real-time statistics on each progressive and predictive IVR
Outbound campaign configured in Unified CCX.

Note This report will be available only if you have an Outbound IVR license on top of
Unified CCX premium license in your Unified CCX.

To access the IVR Outbound Campaign Stats report, choose Reports > IVR
Outbound Campaign Stats from the Application Reporting menu bar. The
following fields are displayed on the IVR Outbound Campaign Stats report.

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Field Description
Campaign The name of the progressive or predictive campaign.
Name
Status The current activation state of the campaign:
• Running: an active progressive or predictive campaign
• Stopped: an inactive progressive or predictive campaign.
Type The dialer type of the campaign, which can be one of the following:
• Progressive
• Predictive
Attempted The number of calls that were attempted since the statistics were last reset.
Attempted will be equal to sum of the following counters - Voice + Answering
Machine + Invalid Number + Fax/Modem + No Answer + Busy + Failed if there are
no Customer Abandoned calls.
Voice The number of calls that are connected to live voice since the statistics were last reset.
• If you have selected Answering Machine Treatment as "Abandon Call" for an
Outbound IVR campaign through Campaign Configuration web page, then Voice
= Active + System Abandoned.
• If you have selected Answering Machine Treatment as "Transfer to IVR" for an
Outbound IVR campaign through Campaign Configuration web page, then Voice
+ Answering Machine = Active + System Abandoned.
Note Whenever there is an exception while executing some steps in an IVR script,
the call will be marked as System Abandoned after it has been marked as
Voice and Active. For example, if there is any codec mismatch issue, there
will be an exception in the Accept Step. In such cases, the same call will be
marked in the following three categories - voice, active, and system
abandoned.
Answering The number of calls that reached an answering machine since the statistics were last
Machine reset.
Invalid The number of calls that reached an invalid number since the statistics were last reset.
Number
Fax/Modem The number of calls that reached fax or modem since the statistics were last reset.
No Answer The number of calls that were not answered since the statistics were last reset.

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Field Description
Busy The number of calls that reached a busy destination since the statistics were last reset.
Failed The number of calls that were failed due to any one of the following reasons since the
statistics were last reset:
• Dialer asked the Gateway to cancel a call that has not yet been placed
• Gateway has declined the call
• Gateway is down or Gateway has timed out while placing the call
• Gateway failure or configuration issues at the Gateway.
Active The number of calls that were connected to Outbound IVR ports since the statistics
were last reset.
All the voice calls that will be connected to Outbound IVR ports will be marked as
active. If you have selected Answering Machine Treatment as "Transfer to IVR", then
the answering machine calls that are getting transferred to Outbound IVR ports will
also be marked as active.
Customer The number of calls that were abandoned by the customer since the statistics were last
Abandoned reset.
System The number of calls that were abandoned due to non-availability of ports or any issues
Abandoned at system level since the statistics were last reset.
Abandon Rate The call abandon rate since the statistics were last reset.
(in %)
Abandon Rate = (System Abandoned/Voice)*100

Overall IVR Outbound Stats

If you have an IVR Outbound license, you can use the Overall Outbound IVR
Stats report to view real-time statistics across all predictive and progressive
campaigns since the statistics were last reset.
To access the Overall IVR Outbound Stats report, choose Reports > Overall IVR
Outbound Stats from the Application Reporting menu bar. The following fields
are displayed on the Overall IVR Outbound Stats report for all the configured IVR
outbound campaigns.

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Field Description
Attempted The total number of Outbound IVR calls that were attempted since the statistics were
last reset.
Voice The total number of Outbound IVR calls that were connected to live voice since the
statistics were last reset.
Answering The total number of Outbound IVR calls that reached answering machine since the
Machine statistics were last reset.
Invalid The total number of Outbound IVR calls that reached an invalid number since the
Number statistics were last reset.
Fax/Modem The total number of Outbound IVR calls that reached fax or modem since the statistics
were last reset.
No Answer The total number of Outbound IVR calls that were not answered since the statistics
were last reset.
Busy The total number of Outbound IVR calls that reached a busy destination since the
statistics were last reset.
Failed The total number of failed Outbound IVR calls for all the Outbound IVR campaigns.
Active The total number of Outbound IVR calls that were connected to Outbound IVR ports
since the statistics were last reset.
Customer The total number of Outbound IVR calls that were abandoned by the customer since
Abandoned the statistics were last reset.
System The total number of Outbound IVR calls that were abandoned by the system since the
Abandoned statistics were last reset.

Resource Cisco Unified Contact Center Express Stats

Use the Resource Cisco Unified Contact Center Express Stats real-time report to
view real-time Unified Contact CCX resource information.
To access the Resource Cisco Unified Contact Center Express Stats report, choose
Reports > Resource Cisco Unified Contact Center Express Stats from the
Application Reporting menu bar.

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Note If multiple lines are configured for an agent, only the calls on the agent’s primary
extension are reported in Resource Cisco Unified Contact Center Express Stats
report.

The following fields are displayed on the Resource Cisco Unified Contact Center
Express Stats report.

Field Description
Name (ID) Unique identifier of the resource.
State Current state of the resource.
Duration in State Length of time (in seconds) the resource has remained in the current state.
Contacts Presented Number of contacts that have been connected to this resource.
Contacts Handled Number of contacts that have been handled by this resource.
Avg Talk Duration Average time (in seconds) that this resource spends talking to contacts.
Avg Hold Duration Average time (in seconds) that the resource keeps contacts on hold.
Longest Talk Duration Longest time (in seconds) that this resource has spent talking to a contact.
Longest Hold Duration Longest time (in seconds) that this resource has placed a call on hold.
Outbound Offered Total number of outbound calls offered to this resource. A call is considered
offered when it is presented to an agent. A contact that is presented to an
agent, skipped/rejected by that agent, and then presented to the same agent or
to another agent is counted twice towards the number of calls offered.
Offered = Accepted + Rejected + Closed + Timed-out.
Outbound Accepted Total number of outbound calls accepted by this resource. A call is
considered accepted if an agent has clicked Accept when presented the call.
A call that is presented to an agent, skipped/rejected by that agent, presented
to another agent, and then accepted by that other agent is counted once
towards the number of calls accepted. For transferred or conferenced
outbound calls, the call is considered handled by the resource if it is answered
by that resource

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Field Description
Outbound Rejected The number of outbound calls that were skipped or rejected by this agent.
This means that the agent selected Reject, Skip, or Cancel Reservation. These
contacts will be dialed again.
The number Rejected is also incremented each time an agent drops the
preview call while it is ringing at the customer’s contact.
Outbound Closed The number of outbound contacts that were closed by this agent. This means
that the agent selected Skip-Close or Reject-close. These contacts will not be
dialed again.
Outbound Timed-Out Total number of outbound calls that timed out. A call is considered timed out
when it is presented to an agent and not accepted, rejected, or closed within
the allocated time. These contacts will be dialed again. If a contact timed out
for multiple agents, this field is incremented each time the contact is timed
out for each agent.
Outbound Voice The number of outbound calls that ended in successful customer contact for
this resource. This means that the agent accepted the call (by clicking Accept)
and selected a classification of Voice or Do Not Call for this contact.
Outbound Avg Talk The average time in HH:MM:SS (hours, minutes, seconds) that agents spend
Duration talking on outbound calls. The durations consider all calls that were Agent
Accepted and classified as Voice. This talk duration includes talk time spent
by a resource handling an outbound call that was transferred or conferenced
to a route point.
Outbound Avg Hold The average time in HH:MM:SS (hours, minutes, seconds) that the Resource
Duration has spent holding an outbound call among accepted calls. The duration
considers all calls that were Agent Accepted and classified as Voice.
Outbound Longest The longest time in HH:MM:SS (hours, minutes, seconds) that an agent has
Talk Duration spent talking on an outbound call. The durations consider all calls that were
Agent Accepted and classified as Voice.
Outbound Longest The average time in HH:MM:SS (hours, minutes, seconds) that the Resource
Hold Duration has spent holding on the outbound calls among accepted calls. The duration
considers all calls that were Agent Accepted and classified as Voice.

Failover Behavior for Unified CCX Stats

All failovers, regardless of whether the Unified CCX engine is restarted, will
cause the Unified CCX stats to reset.

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The Unified IP IVR stats do not reset in all cases if the Unified CCX engine is not
restarted on a node. However, the node loses its active server status. The Unified
IP IVR stats on that node will not be reset.

Tools Menu
The Tools menu gives you access to the following Application Reporting tools:
• Reset All Stats—Choose this option to reset all statistics.
• Open Printable Report—Choose this option to get a printable report of all
currently active contacts in the system.
• Refresh Connections—Choose this option to refresh connections with the
Unified CCX system
• Clear Contact—Choose this option to clear contacts/calls that have been
stuck in the system for a long time.
This section contains the following topics:
• The Reset All Statistics Menu Option, page 14-35
• Open Printable Report Menu Option, page 14-36
• Refresh Connections Menu Option, page 14-36
• Clear Contact Menu Option, page 14-36

The Reset All Statistics Menu Option

Use the Reset All Stats option to reset all statistics accumulated since the last time
the statistics were reset. It will not reset active statistics, such as active contacts,
tasks, and so on.

Note The Unified CCX system automatically resets all statistics each day at
midnight.

To reset all statistics, choose Tools > Reset All Statistics from the Application
Reporting menu bar. The Unified CCX system resets all statistics.

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Open Printable Report Menu Option

Use the option to get a printable report of all currently active contacts in the
system.
To get a printable report, choose a real-time report from the Report menu option
and then Tools > Open Printable Report from the Application Reporting menu
bar.

Refresh Connections Menu Option

To refresh connections with the Unified CCX system, choose Tools > Refresh
Connections from the Application Reporting menu bar. The Unified CCX system
refreshes all connections.

Clear Contact Menu Option

You can use the Clear Contact menu option to clear contacts in the following three
situations:

Clearing Stuck Calls from the Contacts real-time report

To clear stuck calls/contacts from the Unified CCX system,

Step 1 Choose the contact from Reports > Contacts.

Step 2 From the Application Reporting menu bar, choose Tools > Clear Contact. A
Clear Call dialog box is displayed to warn you. If you want to continue with the
clear action, click No. To cancel the action, click Yes.
Step 3 Click No to proceed with the clear action. A Clear Contact dialog box is displayed
for you to confirm the action. You can click Yes to proceed or No to cancel.
Step 4 Click Yes. The Unified CCX system removes the contact from all its queues.

Clearing Stuck Calls from the Overall Cisco Unified Contact Center Express Stats real-time report

To clear stuck calls/contacts from the Unified CCX system,

Step 1 Choose Reports > Overall Cisco Unified Contact Center Express Stats.

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Step 2 Choose the contact from Views and click Overall Waiting Contacts Info.

Note Please note that the Overall Waiting Contacts Info menu option displays
only those calls that are queued in CSQs and not Agent Based routing
calls.

Step 3 From the Application Reporting menu bar, choose Tools and click Clear
Contact. A Clear Call dialog box is displayed to warn you. If you want to
continue with the clear action, click No. To cancel the action, click Yes.
Step 4 Click No to proceed with the clear action. A Clear Contact dialog box is displayed
for you to confirm the action. You can click Yes to proceed or No to cancel.
Click Yes. The Unified CCX system removes the contact from all its queues.

Clearing Stuck Calls from the CSQ Cisco Unified Contact Center Express Stats real-time report

To clear stuck calls/contacts from the Unified CCX system,

Step 1 Choose Reports > CSQ Cisco Unified Contact Center Express Stats.
Step 2 Choose the contact from Views and click CSQ Waiting Contacts Info.
Step 3 From the Application Reporting menu bar, choose Tools > Clear Contact. A
Clear Call dialog box is displayed to warn you. If you want to continue with the
clear action, click No. To cancel the action, click Yes.
Step 4 Click No to proceed with the clear action. A Clear Contact dialog box is displayed
for you to confirm the action. You can click Yes to proceed or No to cancel.
Click Yes. The Unified CCX system removes the contact from all its queues.

Views Menu
The Views menu allows you to access more detailed information for six reports:
The Application Tasks report, the Contacts report, the Applications report, the
Sessions report, Overall Cisco Unified Contact Center Express Stats report, and
the CSQ Cisco Unified Contact Center Express Stats report.

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Note For some reports, detailed information is also available by right-clicking a record
in that report.

The Views menu contains different options, depending on the report you have
chosen. Possible options are:
• Contacts by Application Task ID—Choose this option to view contacts
according to Application Task ID numbers.
• Engine Tasks by Application Task ID—Choose this option to view Engine
tasks according to Application Task ID numbers.
• Detailed Info—Choose this option to view more detailed information on
selected reports.
• Application Tasks by Application Name—Choose this option to view
application tasks by application name.
• Contacts by Session ID—Choose this option to view contacts by session ID.
• Overall Waiting Contacts Info—Choose this option to view detailed
information for the overall waiting contacts. To clear stuck calls in this view,
see Scenario 2 in Clear Contact Menu Option, page 14-36
• CSQ Waiting Contacts Info—Choose this option to view detailed
information for the CSQ waiting contacts. To clear stuck calls in this view,
see Scenario 3 in Clear Contact Menu Option, page 14-36
This section contains the following topics:
• Application Tasks, page 14-39
• Contacts, page 14-39
• Applications, page 14-39
• Sessions, page 14-40
• Overall Cisco Unified Contact Center Express Stats, page 14-21
• CSQ Cisco Unified Contact Center Express Stats, page 14-25

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Application Tasks
When you use the Views options with the Application Tasks reports, the Views
menu contains the following options:
• Contacts by Application Task ID, page 14-39
• Engine Tasks by Application Task ID, page 14-39

Contacts by Application Task ID

This report displays the same report as the Contact report (see the “Contacts”
section on page 14-14,) with the exception that the Contacts by Application Task
ID report has been filtered using only the contact currently being managed by the
selected application task.

Engine Tasks by Application Task ID

This report displays the same report as the Engine Task reports (see the “Engine
Tasks” section on page 14-14,) except that the Engine Tasks by Application Task
ID report has been filtered to display only the engine tasks that are associated with
the application task.

Contacts
When you use the Views options with the Contacts report, the Views menu
contains only the Detailed Info option.
The Detailed Info option provides various detailed information, depending on the
type of contact selected. For example, if the contact is a call, the Calling Party
number, the Called Number, and so on, are displayed for that particular call.
For more information, please see the “Accessing Detailed Call Contact
Information” section on page 14-16.

Applications
When you use the Views options with the Application reports, the Views menu
contains only the Application Tasks by Application Name option.

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The Application Task By Application Name report displays the same report as the
Application Task report (see Application Tasks, page 14-39), except that the
Application Task By Application Name report is filtered using only the active
application tasks associated with this application.

Sessions
When you use the Views options with the Session reports, the Views menu
contains the following options:
• Contacts By Session ID, page 14-40
• Detailed Info, page 14-40

Contacts By Session ID

This report displays the same report as the Contact report (see the “Contacts”
section on page 14-14,) with the exception that the Contacts By Session ID report
is filtered using only the contacts associated with the selected session.

Detailed Info

Detailed info displays the time the session was created and its current state.

Settings Menu
The Settings menu of the Application Reporting menu bar allows you to adjust
various settings of the Real Time Reporting tool.
The Settings menu contains the following menu options:
• Options—Choose this option to set the polling (refresh) interval times and to
set the amount of times the server will attempt to reconnect.
• Window—Choose this option to display reports in colors based on your
Windows settings.
• Motif—Choose this option to display reports in purple and menu items in
brown.
• Metal—Choose this option to display reports in grey and menu items in
black.

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Application Reporting User Interface

This section contains the following topic:

• Options Menu Option, page 14-41

Options Menu Option

Choose Settings and click Options to access the Options dialog box. Use the
Options dialog box to set the polling (refresh) interval time, set the number of
times the server will attempt to reconnect, and specify whether logged off agents
appear in reports.
The following fields are displayed in the Options dialog box.

Field Description
Polling Interval Time between two requests to the server for new statistics by the client.
Server Connect Retry Count The number of times that the Unified CCX Administration web
interface should attempt to reconnect to the Unified CCX server.
Note If an error occurs, an Error dialog box opens to alert you that
the server is not communicating with the web interface.
Show Logged Off Resources Specifies whether logged off agents appear in reports.

Click Apply to submit configuration changes.

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Using Unified CCX Supervisor and
Unified CCX User Options Plug-Ins

The following sections provide detailed information on the additional plug-in

options provided by the Unified CCX.
• About User Management, page 15-1
• About Unified CCX User Capabilities, page 15-2
• Using Unified CCX Supervisor Web Interface, page 15-6
• Using the Unified CCX User Options Web Interface, page 15-9

Related Topics
• Accessing Unified CCX Administration Web Interface, page 2-2

About User Management

In earlier versions of Unified CCX, many user parameters like user ID, password,
and pin were configured from the Unified CM Administrator. Some Unified
CCX-related user parameters were configured through the Unified CCX
Administration.
In Unified CCX, all Unified CCX user roles (capabilities) are consolidated into
one User Configuration area.

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About Unified CCX User Capabilities

In Unified CCX versions supporting Unified CME, the user configuration and
management is entirely done by Unified CCX. Therefore, in addition to
consolidating all user management under one menu, Unified CCX users are
managed from within the same menu.
The user information for each product is stored in different locations:
• The Unified CM user details are stored in the Unified CM database.
• The Unified CME user details are stored in the Unified CCX Database.

Related Topics
• About Unified CCX User Capabilities, page 15-2
• Administrator Privileges, page 15-3
• Supervisor Privileges, page 15-3
• Historical Report User Privileges, page 15-5
• Agent Privileges, page 15-5

About Unified CCX User Capabilities

The capability for each user refers to the Unified CCX access level assigned for
each user. Unified CCX users can be assigned to one of the following four roles
(or capabilities):
• Administrator
• Supervisor
• Historical Report User
• Agent
Each of these roles are described in this section.

Related Topics
• About User Management, page 15-1
• Administrator Privileges, page 15-3
• Supervisor Privileges, page 15-3
• Historical Report User Privileges, page 15-5

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• Agent Privileges, page 15-5

Administrator Privileges
A Unified CCX Administrator is a user with complete access to the Unified CCX
Administration and has the authority to configure the entire system. An
Administrator can also be assigned a combination of other roles.
The Administrator can turn on/off the authority of a Supervisor to manage the
teams and agents.

Related Topics
• Administrator Capability View Menu Option, page 20-16
• About User Management, page 15-1
• About Unified CCX User Capabilities, page 15-2
• Supervisor Privileges, page 15-3
• Historical Report User Privileges, page 15-5
• Agent Privileges, page 15-5

Supervisor Privileges
Supervisors can additionally modify and view skills, view the list of all teams for
which this user is the supervisor, view the skills, CSQs, and resource groups
configured in this system, view and manage resources, and configure the teams
managed by the supervisor.
Unified CCX provides three types of Supervisors:
• Application Supervisor: A basic supervisor role applicable to a Unified
CCX Application server without a Unified CCX license. An application
supervisor can only view reports.
• ACD Supervisor: A supervisor with an agent’s role. This role is applicable
to a Unified CCX Application server with any Unified CCX license. An ACD
supervisor can administer teams/agents and also view reports. Thus Unified
CCX enables dynamic reskilling, the ability by which an ACD supervisor can
add or remove skills from an agent without an administrator privilege.

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About Unified CCX User Capabilities

• Remote Monitoring Supervisor: An application supervisor role with all

numeric characters in the assigned user ID. This role is applicable to a
Unified CCX Application server with only a Unified CCX Premium license.
This role is not available for Unified CCX users in a Unified CME
deployment. In addition to viewing reports, this supervisor can also view the
list of agents and CSQs being monitored.
Depending on the license allowed, Unified CCX Supervisors have the following
privileges:
• Download and install the Historical Reporting client to view reports.
• View agents and CSQ being monitored. This is only for a remote Supervisor.
• Download and install the Supervisor Desktop and the Agent Desktop.
• View the list of all Teams for which this user is the Supervisor.
• Configure the Teams managed by the Supervisor.
• View the Skills, CSQs, and Resource Groups configured in this system.

Note The RmCm menu can be viewed by the Supervisor only when any one of the
following two options are selected as the parameter value for the Supervisor
Access field located in System -> System Parameters page -> Application
Parameters:
- Access to all Teams 
- Access to Supervisor's Teams only

• View and manage all the resources.

Related Topics
• About User Management, page 15-1
• About Unified CCX User Capabilities, page 15-2
• Administrator Privileges, page 15-3
• Historical Report User Privileges, page 15-5
• Agent Privileges, page 15-5
• Using Unified CCX Supervisor Web Interface, page 15-6
• Supervisor Capability View Menu Option, page 20-16

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Historical Report User Privileges

A user with a historical report client role can view various historical reports. The
number and types of reports allowed to be viewed depends on the licenses
available on a given Unified CCX system.

Related Topics
• Reporting Capability View Menu Option, page 20-16
• About User Management, page 15-1
• About Unified CCX User Capabilities, page 15-2
• Administrator Privileges, page 15-3
• Supervisor Privileges, page 15-3
• Agent Privileges, page 15-5

Agent Privileges

Note An agent capability is only available with a Unified CCX license.

Unified CM users in Unified CCX are assigned an agent’s role when an agent
extension is associated to the user in the Unified CM User Configuration page.
Consequently, this role can only be assigned or removed for the user using
Unified CM Administrator’s End User configuration web page (see Chapter 4,
“Provisioning Unified CM for Unified CCX”). These users can not be assigned or
removed in Unified CCX Administration.
Unified CCX users in a Unified CME deployment are entirely managed by
Unified CCX. This ability to change an agent’s role is available only for Unified
CCX users in a Unified CME deployment. Hence, on selecting the required
agents, this page leads you to the Bulk Resource Configuration web page where
you can configure multiple users and assign skills/resource groups at the same
time.

Related Topics
• Agent Capability View Menu Option, page 20-17

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• About User Management, page 15-1

• About Unified CCX User Capabilities, page 15-2
• Administrator Privileges, page 15-3
• Supervisor Privileges, page 15-3
• Historical Report User Privileges, page 15-5

Using Unified CCX Supervisor Web Interface

Use the Unified CCX Supervisor web page to:
• View and monitor permitted agents (see Monitoring Agents, page 15-7).
• View and monitor permitted CSQs (see Monitoring CSQs, page 15-7).
• Install client-side Historical Reporting (see Installing Client-Side Historical
Reporting, page 15-9)
• Access real-time reports, tools, and settings (see Chapter 14, “Reporting on
Real-Time Unified CCX Data”).

Accessing the Unified CCX Supervisor Web Page

To access the Unified CCX Supervisor web page, perform the following steps:

Procedure

Step 1 Ensure supervisor capability is assigned to the user designated as supervisor (see
Supervisor Privileges, page 15-3 and User View Submenu Option, page 20-13).

Note If the supervisor is assigned administrator capability as well, then the

Unified CCX Administration window is opened instead of the Supervisor
web page.

Step 2 From a web browser on any computer on your network, enter the following
case-sensitive URL:
https://<servername>/appadmin

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In this example, replace <servername> with the host name or IP address of the
required Unified CCX server.

Tip If you have already accessed the Unified CCX Administration application
or Supervisor web page in the browser, be sure to logout from the current
session using Logout link displayed in the top right corner of any Cisco
Unified CCX Administration web page or System -> Logout and login
with respective user credentials.

The Unified CCX Supervisor web page appears.

Monitoring Agents
The Supervisor can view and monitor agents only when the following conditions
are met:
• The Supervisor has to be a remote monitoring Supervisor. See Creating a
Remote Monitoring Supervisor, page 8-31.
• The resources that are to be monitored should be assigned to the remote
monitoring Supervisor. See Assigning Resources and CSQs to a Supervisor,
page 8-32.

Related Topics
• Supervisor Privileges, page 15-3

Monitoring CSQs
The Supervisor can view and monitor CSQs only when the following conditions
are met:
• The Supervisor has to be a remote monitoring Supervisor. See Creating a
Remote Monitoring Supervisor, page 8-31.

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• The CSQs that are to be monitored should be assigned to the remote

monitoring Supervisor. See Assigning Resources and CSQs to a Supervisor,
page 8-32.
To monitor CSQs from the Unified CCX Supervisor web page, perform the
following steps:

Procedure

Step 1 Select Tools > Plug-ins from the Unified CCX Administration menu bar.
Step 2 Click Cisco Unified CCX Desktop Suites hyperlink.
Step 3 Click View CSQ hyperlink to view allowed CSQs.
Step 4 When finished, click Logout.

Related Topics
• Supervisor Privileges, page 15-3

Viewing CSQ IDs for Remote Monitoring

To view CSQ IDs from the Unified CCX Supervisor web page, perform the
following steps:

Procedure

Step 1 From the Unified CCX Supervisor web page, log in as the Remote Monitoring
supervisor.
Step 2 Select Tools > Plug-ins from the Unified CCX Administration menu bar.
Step 3 Click Cisco Unified CCX Desktop Suites hyperlink.
Step 4 Click View CSQ hyperlink to view allowed CSQs.

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The CSQ ID column shows the ID value that you should enter for the CSQ that
you selected in the Start Monitor Step. See the Start Monitor Step in the Cisco
Unified CCX Scripting and Development Series: Volume 2, Editor Step Reference
for more information.

Installing Client-Side Historical Reporting

To install client-side Historical Reporting, perform the following steps:

Procedure

Step 1 Select Tools > Plug-ins from the Unified CCX Administration menu bar.
Step 2 Click Cisco Unified CCX Historical Reports hyperlink.
Step 3 For more instructions, see the Cisco Unified CCX Historical Reports User Guide.

Using the Unified CCX User Options Web Interface

Use the Unified CCX User Options web page to perform:
• Unified CCX downloads
• Alternate pronunciations for call by name
• Access the Unified CM User Page

Note For a Unified CME deployment, you can also change the password/PIN and
upload a spoken name prompt.

Accessing the Unified CCX User Options Web page

To access the Unified CCX User Options web page, perform the following steps:

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Procedure

Step 1 From the Unified CCX Administration enter http://<Cisco Unified CCX IP
address>/appuser.
Step 2 If prompted to do so, enter your User ID and Password.
The Unified CCX User Options web page appears.
Step 3 When finished, click Logout.

Downloading Agent Desktop

To install and configure the Agent Desktop, perform the following steps:

Procedure

Step 1 In the Unified CCX User Options Welcome web page, go to User Options >
Cisco Unified CCX Downloads.
The Download page appears.
Step 2 Click Cisco Unified CCX Agent Desktop hyperlink displayed on this page.
Step 3 The File Download dialog box appears. Click Run to install the Unified CCX
Agent Desktop on your computer.

Note You need to download Cisco Unified CCX Desktop Client Configuration tool
prior to installing any application(s) from the Cisco Unified CCX Desktop
Product Suite.

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Cisco Unified CCX Desktop Client Configuration Tool

After completing a fresh installation or upgrade of Unified CCX, you need to run
the Cisco Unified CCX Desktop Client Configuration tool prior to installing any
desktop application(s) from the Cisco Unified CCX Desktop Product Suite.
Since Unified CCX Release 8.5(1) is developed on the Cisco's Unified
Communications Operating System (UCOS), which in turn is based on Redhat
Linux, the client MSIs cannot be created while installing the desktop applications.
The Unified CCX Desktop Client Configuration Tool uses the client PC for
configuring the client MSIs.
It downloads the files that are needed to create the MSIs into a temporary folder,
creates the MSIs, and then uploads those MSIs to the server from where they can
be launched through the hyperlinks in the Plug-ins page. This tool uploads the
MSIs to the Linux server, cleans up all the folders and files it created on the
Windows PC.
From the client PC, which you use to access Unified CCX Administration, choose
Tools > Plug-ins menu option and in the Plug-ins web page, click Cisco Unified
CCX Desktop Suites. You will see another web page with the following two
categories:
• Cisco Unified CCX Desktop Client Configuration tool
• Cisco Unified CCX Desktop Product Suite
To launch this tool, click Cisco Unified CCX Desktop Client Configuration
tool hyperlink from the Cisco Unified CCX web page. You will see a File
Download dialog box. Click Run to run the CAD Client Configuration.msi, which
is a Windows Installer (MSI). You will see a dialog box with progress bars
showing the status of Agent, Supervisor, and Administrator MSIs that are being
packaged and uploaded to the Unified CCX.
If you run this tool from either of the node(s) in a High Availability deployment
of Unified CCX, the MSIs are uploaded on both the primary and secondary nodes
of Unified CCX.
You need to run the Desktop Client Configuration tool in the following scenarios:
• After fresh installation of Unified CCX 8.5(1)
• After installing Service Release (SR) and Engineering Special (ES) release of
Unified CCX
• After changing the IP address of one or more nodes of Unified CCX

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• After installing Unified CCX on the second node

• Moving to single-node from a HA deployment of Unified CCX
• After changing the CAD Language that you want to be available for use in
the agent desktops and supervisor desktops of Unified CCX.

Adding Alternative Pronunciations

Alternative Pronunciations for Call by Name is an independent feature located on
the Unified CCX User Options Welcome web page. This feature lets you add one
or more alternate pronunciations for your first or last name and is useful if callers
might refer to you by more than one name. For example, if your first name is Bob,
you might add the alternate pronunciations “Bob” and “Bobby.” Similarly, if your
last name is Xhu, you might add the alternate pronunciation “Xhu.”
To access the Alternative Pronunciations for Call by Name web page, perform the
following steps:

Procedure

Step 1 In the Cisco Unified CCX User Options Welcome web page, choose User
Options > Alternative Pronunciations for Call by Name.
The Alternate Pronunciations web page appears.
Step 2 In the First Name field, you can enter an alternate pronunciation of your first
name. For example, if your name is “Mary,” you might enter “Maria.”
Step 3 Click Add>>.
The name moves to a list of alternate first name pronunciations.
Step 4 Repeat Steps 2 and 3 as needed to add other alternate pronunciations.
To remove an alternate pronunciation for your first name, click the alternate
pronunciation and then click Remove.
Step 5 In the Last Name field, you can enter an alternate pronunciation of your last name.
For example, if your last name is “Smith,” you might enter “Smitty.”
Step 6 Click Add>>.
The name moves to a list of alternate last name pronunciations.
Step 7 Repeat Steps 5 and 6 as needed to add other alternate pronunciations.

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To remove an alternate pronunciation of your last name, click the alternate

pronunciation and then click Remove.
Step 8 Click Save to apply the changes.

Accessing Unified CM User Options page

To access the Unified CM User Options web page, perform the following steps:

Procedure

Step 1 In the Unified CCX User Options Welcome web page, choose User Options >
Cisco Unified CM User Page.
The Unified CM User Options Log On dialog box appears.
Step 2 Enter your Unified CM User ID and Password and click Log On.
The Unified CM User Options web page appears.
Step 3 Click the option you want.
Step 4 When finished, click Logout.

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Unified CCX: Reference

 CH A P T E R 16
System Menu

The System menu of the Unified CCX Administration system provides options for
performing system-related tasks. Depending on the product package you
purchased, the System menu contains some or all of the following menu options:
• Server (see Server Menu Option, page 16-1)
• Installation-based options:
– Unified CM Configuration (see Unified CM Configuration Menu
Option, page 16-3).
– Unified CME Configuration (see Unified CME Configuration Menu
Option, page 16-4).
• System Parameters (see System Parameters Menu Option, page 16-4).
• Custom File Configuration (see Custom File Configuration Menu Option,
page 16-5).
• License Information (see License Information Menu Option, page 16-5).
• Language Information (see Language Information Menu Option,
page 16-7).
• Logout (see Logout Menu Option, page 16-8).

Server Menu Option

Choose System > Server from the Cisco Unified CCX Administration menu bar
to access the List Servers web page. Use the List Servers web page to view, add,
remove, and view servers in the cluster.

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Server Menu Option

To view, modify, or delete the server configuration information of any server,

click the respective hyperlink in Host Name/IP Address field. The Server
Configuration web page opens to display Host Name/IP Address, MAC Address,
and Description of the server. Update the values in the fields and click Save to
save the changes. Click Delete to delete the configuration information of a server.

Note You cannot delete the publisher.

To configure a new server that needs to be added to the cluster in a High

Availability setup, complete the following steps:

Procedure

Step 1 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window to add
the new server from the List Servers web page.

Note You can add only one additional server. If you have already installed two servers
in the cluster or if you have a Unified CME deployment the server details of only
one server is displayed in this web page and the Add New button is disabled.

Note Host name change is not supported in Cisco Unified CCX 8.5(1)

The Server Configuration web page opens where you can specify values for the
following fields:

Field Description
Host Name/IP Host name or IP address of the new Unified CCX server to
Address be added to the cluster. This is a mandatory field.
MAC Address MAC address of the new server.
Description Description for the new server.

Step 2 Click Add to add details of the new server.

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Unified CM Configuration Menu Option

Warning Before installing Unified CCX on the second node, you need to configure the
second server using the procedure mentioned above. Installation of second
node will fail if you fail to do this configuration.

Note You will see a warning message if you click the Add New button without having
a High Availability license.

Related Topics
• Managing System Parameters, page 11-5
• Configuring Default TTS Provider for the Unified CCX System, page 7-36

Unified CM Configuration Menu Option

Use the Unified CM Configuration web page to update the following information:
• Unified CM cluster
• AXL authentication
• Unified CM Telephony subsystem
• RmCm Provider configuration from within Unified CCX.
Choose System > Unified CM Configuration from the Unified
CCX Administration menu bar to access the Unified CM Configuration web page.

Related Topics
• Modifying Cluster Information from Unified CCX, page 4-2
• Modifying AXL Information, page 4-5
• Modifying Unified CM Telephony Information, page 4-8
• Modifying RmCm Provider Information, page 4-10
• Configuring RmCm Provider, page 8-2
• Provisioning Unified CM Telephony Subsystem, page 7-5

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Unified CME Configuration Menu Option

Unified CME Configuration Menu Option

Use the Unified CME Configuration web page to update the following
information:
• Unified CME cluster
• Unified CME Telephony subsystem
• AXL Service Provider configuration from within Unified CCX.
Choose System > Unified CME Configuration from the Unified
CCX Administration menu bar to access the Unified CME Configuration web
page.

Related Topic
Introducing Unified CME for Unified CCX, page 5-1

System Parameters Menu Option

Use the System Parameters web page to configure system parameters such as port
settings, locale settings for Cisco Agent Desktop, and set the default session
timeout.
Choose System > System Parameters from the Unified CCX Administration
menu bar to access the System Parameters Configuration web page.

Related Topics
• Managing System Parameters, page 11-5
• Configuring Default TTS Provider for the Unified CCX System, page 7-36

Note You can configure only RMI port in Unified CCX 8.5(1). RmCm TCP and Master
Listener TCP ports are display only fields.

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Custom File Configuration Menu Option

Custom File Configuration Menu Option

Use the Custom Classes Configuration web page to specify the classpath for
custom classes.
Choose System > Custom File Configuration from the Unified
CCX Administration menu bar to access the Custom Classes Configuration area.

Related Topics
• Specify Custom Classpath Entries, page 10-17

License Information Menu Option

Use the License Information web pages to display the cluster licensing
information and to upload additional licenses.
Choose System > License Information > Add License(s) or Display License(s)
from the Cisco Unified CCX Administration menu bar to access the License
Information web pages.

Related Topics
• Add License(s), page 16-6
• Display Licenses, page 16-6
• Viewing License Information, page 1-14
• Unified CCX Licensing Packages, page A-1

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License Information Menu Option

Add License(s)
From the Unified CCX Administration menu bar, choose System > License
Information > Add License(s). The License Information web page displays.
In the License File field, enter the path for the license file or click Browse to
locate the license file. Select the required license file and click Open. Use this
page to specify a license file and upload it to Unified CCX.

Related Topics
• Display Licenses, page 16-6
• Uploading Licenses, page 1-15
• Viewing License Information, page 1-14
• Unified CCX Licensing Packages, page A-1

Display Licenses
From the Unified CCX Administration menu bar, choose System > License
Information > Display License(s). The License Information web page opens
displaying the details of the Configured License such as the license type, number
of IVR ports, number of seats, maximum number of agents, and so on.

Note The License Information page displayed on click of Display License(s) menu
option will also specify the expiry date in case of time bound licenses.

From 8.5(1)SU3 release, the Licence Information web page displays a drop-down
list with all licenses, active and expired, that have been configured in the system.
When you choose a license from the list, the content of that license is displayed.
You can view the cumulative content of all the currently active licenses in the
system by selecting Cumulative License Information from the drop-down list.
This option also displays a breakup of the temporary and permanent license
counts.

Related Topics
• Add License(s), page 16-6

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Language Information Menu Option

• Viewing License Information, page 1-14

• Unified CCX Licensing Packages, page A-1

Language Information Menu Option

Customized Unified CCX languages such as American English, Canadian French,
and so on are installed with Unified CCX.
Use the Languages Configuration web page to:
• Enable languages that can be used to play prompts and grammars through
Cisco Unified IP IVR.
• Configure the languages that you want to use with Cisco Unified Contact
Center Express CAD and CSD.
Choose System > Language Information from the Cisco Unified CCX
Administration menu bar to access the Languages Configuration web page. The
Languages Configuration web page opens to display the following fields and
buttons.

Field Description
IVR Language Configuration
Language Language that you wish to use with Unified IP IVR. You can select the
language from the drop-down list. You can also specify the group and
country-specific information for the language by selecting the desired radio
button and check box respectively. Some languages have only one choice.
US English (en_US) is the default.
Default IVR Language Configuration
Default Language System default language setting, which could be either one of the selected
IVR languages or country-specific or a user-defined language entered using
the Edit button. This is a mandatory field and you can choose from the
drop-down list. Click Edit to add a new Language option.
Default: English (United States) [en_US]
CAD/CSD Language Configuration

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Logout Menu Option

Field Description
CAD/CSD Language Language that you wish to use with Cisco Agent Desktop (CAD) or Cisco
Supervisor Desktop (CSD). You can configure this language by choosing
from the drop-down list.
Note If you are upgrading from CRS 4.5 to Unified CCX 8.5(1), ensure
that you have the same CAD and CSD Language Selection settings
as that of your CRS 4.5 system.
Update Click Update icon that displays in the tool bar in the upper, left corner of the
window or the Update button that displays at the bottom of the window to
save your changes.
Clear Click Clear icon that displays in the tool bar in the upper, left corner of the
window or the Clear button that displays at the bottom of the window to
restore the default settings.

Logout Menu Option

To exit Unified CCX Administration without closing your web browser, you can:
• Choose System > Logout from the Unified CCX Administration menu bar or
• Click Logout link displayed in the top right corner of any Cisco Unified CCX
Administration web page.
The system logs you out of Unified CCX and displays the Unified CCX
Authentication web page.

Note You can also exit Unified CCX Administration by closing your web browser.

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Applications Menu

The Applications menu on the top contains the following menu options:
• Application Management—to add, configure, copy, delete, or refresh a
specific application (see Application Management Menu Option, page 17-1.)
• Script Management—to add a new script and to view, refresh, upload, or
delete an existing script (see Script Management, page 17-3.)
• Prompt Management—to display, modify, or delete existing prompts, and
to add new prompts (see Prompt Management, page 17-4.)
• Grammar Management—to display, modify, or delete existing grammars,
and to add new grammars (see Grammar Management, page 17-5.)
• Document Management—to display, modify, or delete existing documents,
and to add new documents (see Document Management, page 17-6.)
• AAR Management—to upload AAR files to Unified CCX (see AAR
Management, page 17-6.)

Application Management Menu Option

The Application Management menu option in the Unified CCX Administration
web interface contains options for configuring and managing the applications the
Unified CCX system uses to interact with contacts and perform a wide variety of
functions.

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Application Management Menu Option

To access the Application Management web pages, perform the following steps:

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Applications >
Application Management.
The Applications Configuration web page opens displaying a list of applications
that are currently configured on your Unified CCX server.
Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window to add
a new application. Add a New Application web page opens.
Step 3 Select the type of application that you want to create from the Application Type
drop-down list. See About Unified CCX Applications, page 6-1 to know more
about the different application types available in Unified CCX and how to
configure them.

Related Topics
• Configuring Script Applications, page 6-2
• Configuring Busy Application, page 6-7
• Configuring Ring-No-Answer Application, page 6-9
• Configuring Unified ICME Post-Routing Application, page 6-11
• Configuring Unified ICME Translation-Routing Application, page 6-14
• Adding Application Triggers, page 6-18
• Application Availability by License Package, page A-2
• Provisioning Unified ICME Subsystem, page 9-3

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Script Management

Script Management
Use the Script Management web page to add a new script and to rename, refresh,
or delete an existing script. Unified CCX applications are based on scripts created
in the Unified CCX Editor.
To access the Script Management web page, choose Applications > Script
Management from the Unified CCX Administration menu bar. The Script
Management web page opens displaying the default directory that contains the
scripts uploaded to the repository.
See Uploading New Scripts, page 6-26 section to view description for the various
fields that are displayed in the Script Management web page for the default folder
(if it already exists).
To create a new subfolder under the default folder, perform the following steps:

Procedure

Step 1 Click Create New Folder icon that displays in the tool bar in the upper, left
corner of the window or the Create New Folder button that displays at the bottom
of the window.
The Create New Folder dialog box opens.
Step 2 Enter a name of the new subfolder in the Folder Name field and click Create.
Once the folder is successfully created, the dialog box refreshes with the
following message:
Folder successfully created

Step 3 Click Return to Script Management button to return to the default folder’s
updated Script Management page. You can create any number of folders within
the default folder.

Related Topics
• About Unified CCX Applications, page 6-1
• Viewing or Downloading a Script File, page 6-28
• Refreshing Scripts, page 6-30
• Sample Scripts, page 6-34

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Prompt Management

Prompt Management
Several system-level prompt files are loaded during Unified CCX installation.
However, any file you create needs to be made available to the Unified
CCX Engine before a Unified CCX application can use them. This is done
through the Unified CCX cluster’s Repository datastore, where the prompt files
are created, stored, and updated.

Note You can use a custom script or the Unified CCX Administration to upload
a prompt.

To access the Prompt Management page, choose Applications > Prompt

Management from the Unified CCX Administration menu bar.
The Prompt Management web page contains the following icons and buttons:
• Create Language—Click Create Language icon that displays in the tool bar
in the upper, left corner of the window or the Create Language button that
displays at the bottom of the window to create a new language folder (see
Creating a New Language, page 10-9).
• Upload Zip Files—Click Upload Zip Files icon that displays in the tool bar
in the upper, left corner of the window or the Upload Zip Files button that
displays at the bottom of the window to upload a new prompt or zip file (see
Upload Zip files to a Language Folder, page 10-11).
See Managing Prompt Files, page 10-2 section to know more about the different
fields in this page and how to rename, refresh, or delete existing prompts.

Related Topics
• Managing Prompt Files, page 10-2
• Managing Languages, page 10-9
• Recording and Uploading Prompt Files, page 10-13
• Managing Custom Files, page 10-17
• Refreshing Scripts, page 6-30

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Grammar Management

Grammar Management
Several system-level grammar files are loaded during Unified CCX installation.
However, any file you create needs to be made available to the Unified CCX
Engine before a Unified CCX application can use them. This is done through the
Unified CCX cluster’s Repository datastore, where the grammar files are created,
stored, and updated.
To access the Grammar Management page, choose Applications > Grammar
Management from the Unified CCX Administration menu bar.
The Grammar Management web page contains the following icons and buttons:
• Create Language—Click Create Language icon that displays in the tool bar
in the upper, left corner of the window or the Create Language button that
displays at the bottom of the window to create a new language folder (see
Creating a New Language, page 10-9).
• Upload Zip Files—Click Upload Zip Files icon that displays in the tool bar
in the upper, left corner of the window or the Upload Zip Files button that
displays at the bottom of the window to upload a new grammar or zip file (see
Upload Zip files to a Language Folder, page 10-11).
See Managing Grammar Files, page 10-5 section to know more about the different
fields in this page and how to rename, refresh or delete existing grammars.

Related Topics
• Managing Grammar Files, page 10-5
• Managing Languages, page 10-9
• Recording and Uploading Prompt Files, page 10-13
• Managing Custom Files, page 10-17
• Refreshing Scripts, page 6-30

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Document Management

Document Management
Several system-level document files are loaded during Unified CCX installation.
However, any file you create needs to be made available to the Unified CCX
Engine before a Unified CCX application can use them. This is done through the
Unified CCX cluster’s Repository datastore, where the document files are
created, stored, and updated.
To access the Document Management page, choose Applications > Document
Management from the Unified CCX Administration menu bar.
The Document Management web page contains the following icons and buttons:
• Create Language—Click Create Language icon that displays in the tool bar
in the upper, left corner of the window or the Create Language button that
displays at the bottom of the window to create a new language folder (see
Creating a New Language, page 10-9).
• Upload Zip Files—Click Upload Zip Files icon that displays in the tool bar
in the upper, left corner of the window or the Upload Zip Files button that
displays at the bottom of the window to upload a new document or zip file
(see Upload Zip files to a Language Folder, page 10-11).
See Managing Document Files, page 10-7 section to know more about the
different fields in this page and how to rename, refresh or delete existing
documents.

Related Topics
• Managing Document Files, page 10-7
• Managing Languages, page 10-9
• Recording and Uploading Prompt Files, page 10-13
• Managing Custom Files, page 10-17
• Refreshing Scripts, page 6-30

AAR Management
Use the AAR Management web page to upload an AAR file to Unified CCX.

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AAR Management

To access the AAR Management web page, choose Applications > AAR
Management from the Unified CCX Administration menu bar. The AAR
Management web page displays. See Uploading AAR Files, page 10-21 to know
the procedure for uploading an AAR file.

Related Topic
Managing AAR Files, page 10-18

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Subsystems Menu

The Subsystems menu of the Unified CCX Administration web interface provides
access to the subsystems that are licensed for your Unified CCX system.
The Unified CCX system uses subsystems for communicating with other services.
Depending on the Unified CCX package you have installed, the Subsystems menu
may contain some or most of the following menu options:
• Telephony: Depending on the installation, you can select one of two options:
– Cisco Unified CM Telephony—to enter Unified CM Telephony
provider information, Computer Telephony Interface (CTI) port group
information, Unified CM Telephony trigger information, and to
resynchronize Unified CM Telephony information (see Unified CM
Telephony Menu Option, page 18-2).
– Unified CME Telephony—to enter Unified CME Telephony provider
information, Computer Telephony Interface (CTI) port group
information, Unified CME Telephony trigger information, and to
validate CME and Unified CCX data (see Unified CME Telephony Menu
Option, page 18-8).
• RmCm—to set up your Unified CCX resources (RmCm Menu Option,
page 18-10).
• Outbound—to configure contact centers for automated outbound activities
(Outbound Menu Option, page 18-18).
• ICM—to configure the Unified Intelligent Contact Management Enterprise
(Unified ICME) subsystem to interact with Unified ICME software and to
add new Voice Response Units (VRU) scripts (see Unified ICM Menu
Option, page 18-25).

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• Database—to configure the Unified CCX system to communicate with

database servers (see Database Menu Option, page 18-27).
• HTTP—to configure the Unified CCX Engine to respond to requests from a
variety of web clients, including computers and IP phones (see HTTP Menu
Option, page 18-30).
• eMail—to configure the Unified CCX Engine to communicate with your
e-mail server and enable your applications to create and send e-mail (see
eMail Menu Option, page 18-31).
• Cisco Media—to configure Cisco Media Termination (CMT) dialog groups
that can be used to handle simple Dual-Tone Multi-Frequency (DTMF) based
dialog interactions with customers (see Cisco Media Menu Option,
page 18-32).
• MRCP ASR—to configure the MRCP Automated Speech Recognition
(ASR) subsystem, which allows users to navigate through a menu of options
using spoken responses to prompts (see MRCP ASR Menu Option,
page 18-33).
• MRCP TTS—to configure the MRCP Text-to-Speech (TTS) subsystem,
which converts plain text (UNICODE) into spoken words to provide a user
with information or to prompt a user to respond to an action (see MRCP TTS
Menu Option, page 18-35).

Unified CM Telephony Menu Option

The Unified CCX system uses the Unified CM Telephony subsystem of the
Unified CCX Engine to send and receive call-related messages from the Unified
CM Computer Telephony Interface (CTI) Manager.
To access the Unified CM Telephony Configuration web pages, choose
Subsystems > Cisco Unified CM Telephony from the Unified
CCX Administration menu bar.

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The Unified CM Telephony Configuration menu contains the following submenu

options:
• Unified CM Telephony Provider—Choose this option to enter Unified CM
Telephony provider information (see Unified CM Telephony Provider
Configuration, page 18-3).
• Unified CM Telephony Call Control Group Configuration—Choose this
option to configure CTI port groups for applications (see Unified CM
Telephony Call Control Group Configuration, page 18-4).
• Unified CM Telephony Trigger Configuration—Choose this option to
configure Unified CM Telephony triggers for applications (see Unified CM
Telephony Triggers Configuration, page 18-4).
• Data Synchronization—Choose this option to check and synchronize data
components like Unified CM Telephony Users (JTAPI Application Users),
Unified CCX Triggers/Route points, and Call Control Groups between
Unified CCX and Unified CM (see Unified CM Telephony Data
Synchronization, page 18-5).
• Cisco JTAPI Resync—Choose this option to resynchronize Cisco JTAPI
Client versions (see Unified CM Telephony Cisco JTAPI Resync, page 18-6).
• Advanced Settings—Choose this option to configure advanced settings for
the Cisco Unified CM Telephony client (see Unified CM Telephony
Advanced Settings, page 18-7).

Unified CM Telephony Provider Configuration

To access this configuration area, choose Subsystems > Cisco Unified CM
Telephony > Provider from the Unified CCX Administration menu bar. The
Cisco Unified CM Telephony Provider web page opens.
Use the Unified CM Telephony Provider Configuration web page to view and
modify the primary and secondary location of your Unified CM Telephony
provider, and user prefix.

Related Topics
• Modifying Unified CM Telephony Information, page 4-8
• Provisioning Unified CM Telephony Subsystem, page 7-5
• Additional Unified CM Telephony Information, page 7-22

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• Resynchronizing Unified CM Telephony Information, page 7-22

Unified CM Telephony Call Control Group Configuration

Choose Subsystems > Cisco Unified CM Telephony > Call Control Group
from the Unified CCX Administration menu bar to access the Unified CM
Telephony Call Control Group list web page. Use the Unified CM Telephony Call
Control Group Configuration web pages to display, add, modify, and delete
information about the call control group.
To add a new Unified CM Telephony Call Control Group, click Add New icon or
button on the Unified CM Telephony Call Control Group Configuration web
page.
To modify an existing Unified CM Telephony Call Control Group, click any
hyperlink within the Ports List table entry; the Cisco Unified CM Telephony Call
Control Group Configuration web page opens.

Related Topics
• Adding a New Unified CM Telephony Call Control Group, page 7-9
• Additional Unified CM Telephony Information, page 7-22

Unified CM Telephony Triggers Configuration

Choose Subsystems > Cisco Unified CM Telephony > Unified CM Telephony
> Triggers from the Cisco Unified CCX Administration menu bar to configure
Unified CM Telephony Triggers.
The Cisco Unified CM Telephony Trigger Configuration web page opens where
you can view, add, modify, and delete Unified CM Telephony triggers. To add a
Unified CM Telephony trigger, click Add New icon or button. The Cisco Unified
CM Telephony Trigger Configuration web page opens.

Related Topics
• Adding a Unified CM Telephony Trigger, page 7-16
• Additional Unified CM Telephony Information, page 7-22
• Adding Application Triggers, page 6-18

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Unified CM Telephony Data Synchronization

Since Unified CCX Release 8.5(1), you can configure the telephony data
synchronization through a new web page called Cisco Unified CM Telephony
Data Synchronization.
The data synchronization process ensures that data components like Unified CM
Telephony Users (JTAPI Application Users), Unified CCX Triggers/Route
points, and Call Control Groups between Unified CCX and Unified CM are in
sync, without any inconsistency.
Data Check displays whether the selected data components are in synch or not
between Unified CCX and Unified CM. If you find any inconsistency, click Data
Resync to rectify the issue. To check and synchronize the JTAPI data components
between Cisco Unified CM and Cisco Unified CCX, perform the following steps:

Caution It is important that you plan to perform this task during off peak hours to avoid
hampering routine contact center operations.

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > Cisco
Unified CM Telephony > Data Synchronization.
The Cisco Unified CM Telephony Data Synchronization page appears.
Step 2 Select one or more of the following three components by checking the
corresponding check boxes:
• Call Control Group(s)
• Trigger(s)
• CM Telephony User(s)
Step 3 Click Data Check or Data Resync. Once you click Data Check or Data Resync,
a confirmation message dialog box appears prompting you to either proceed or
cancel. Click OK to continue.

Note Once you click OK in the confirmation message for Data Check or Data
Resync, you will not be allowed to cancel the process.

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Step 4 The Cisco Unified CM Telephony Data Synchronization web page continues to
update until the Data Check or Data Resync process is complete. On completion
of the Data Check or Data Resync process, the result is displayed in the same web
page in a tree structure. The result for each selected component is displayed in
collapsed format with a tick mark if no mismatch is found. Click the arrow
adjacent to each selected component to expand and view the detailed results.
If any mismatch is found in the elements of the selected component, the results
for those components are displayed automatically in an expanded format.

Note If you had multiple device pools (for Call Control Groups) in your older versions
of Unified CCX setup, performing Data Resync after an upgrade (from an older
version to Unified CCX 8.5(1)) would merge all multiple device pools to a single
default device pool. However, you can manually assign a different device pool to
the Call Control Group if the default device pool is not the intended one.

Related Topics
• Resynchronizing Unified CM Telephony Data, page 7-7
• Configuring a Unified CM Telephony Provider, page 7-7
• Unified CM Telephony Provider Configuration, page 18-3

Unified CM Telephony Cisco JTAPI Resync

Choose Subsystems > Cisco Unified CM Telephony > Cisco JTAPI Resync
from the Cisco Unified CCX Administration menu bar to resynchronize the
JTAPI client version on the Unified CCX with the JTAPI version on the Unified
CM. You can view the status of Cisco JTAPI client resynchronization in this web
page.
If the Unified CCX detects a mismatch, the system downloads and installs the
compatible or JTAPI client. required installer version. Restart the Unified CCX
engine to view these configuration changes.
The JTAPI client update happens only on the local node and not on the second
node in case of High Availability deployment.

Related Topics
• Resynchronizing Unified CM Telephony Data, page 7-7

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• Configuring a Unified CM Telephony Provider, page 7-7

• Unified CM Telephony Provider Configuration, page 18-3

Unified CM Telephony Advanced Settings

Choose Subsystems > Cisco Unified CM Telephony > Advanced Settings from
the Cisco Unified CCX Administration menu bar to configure advanced settings
for the Unified CM Telephony Client.

Note This will be available only in Unified CM deployment of Unified CCX.

Use the Unified CM Telephony Advanced Settings web page to update the
following information:
• Periodic Wakeup Interval (seconds): Select the check box before Enable
Periodic Wakeup prior to updating the existing value in this field.
• Queue Size Threshold: Select the check box before Enable Queue Stats prior
to updating the existing value in this field.
• CTI Request Timeout (sec)
• Provider Open Request Timeout (sec)
• Provider Retry Interval (sec)
• Server Heartbeat Interval (sec)
• Route Select Timeout (ms)
• Post Condition Timeout
• Use Progress As Disconnect
Click Update icon that displays in the tool bar in the upper, left corner of the
window or the Update button that displays at the bottom of the window to save
the changes. Restart the Unified CCX engine to view these configuration changes.
In case of High Availability deployment, the changes are propagated to the second
node. If the second node cannot be contacted, an alert message indicating that the
update has failed on the remote node is displayed.

Related Topics
• Resynchronizing Unified CM Telephony Data, page 7-7

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• Configuring a Unified CM Telephony Provider, page 7-7

• Unified CM Telephony Provider Configuration, page 18-3

Unified CME Telephony Menu Option

The Unified CCX system uses the Unified CME Telephony subsystem of the
Unified CCX Engine to send and receive call-related messages from the Unified
CME CTI Manager.
To access the Unified CME Telephony Configuration web pages, choose
Subsystems > Unified CME Telephony from the Unified CCX Administration
menu bar.
The Unified CME Telephony Configuration navigation bar contains the following
submenu options:
• Unified CME Telephony Provider—Choose this option to enter Unified
CME Telephony provider information (see Unified CME Telephony Provider
Configuration, page 18-8).
• Unified CME Telephony Call Control Groups—Choose this option to
configure CTI port groups for applications (see Unified CME Telephony Call
Control Group Configuration, page 18-9).
• Unified CME Telephony Triggers—Choose this option to configure
Unified CME Telephony triggers for applications (see Unified CME
Telephony Triggers Configuration, page 18-9).
• Validate Unified CME in Unified CCX Data—Choose this option to
resynchronize Unified CCX with Unified CM (see Validate Unified CME in
Unified CCX Data, page 18-10).

Unified CME Telephony Provider Configuration

To access this configuration area, choose Subsystems > Unified CME
Telephony > Provider from the Unified CCX Administration menu bar.
Use the Unified CME Telephony Provider Configuration web page to enter the
location of your Unified CME Telephony provider, user ID, and password.

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Related Topics
• Configuring a Unified CME Telephony Provider, page 5-9
• Adding or Modifying a Unified CME Telephony Trigger, page 5-11

Unified CME Telephony Call Control Group Configuration

Use the Unified CME Telephony Call Control Group Configuration web pages to
display, add, modify, and delete information about the call control group.
Choose Subsystems > Unified CME Telephony > Call Control Group from the
Unified CCX Administration menu bar to access the Unified CME Telephony
Call Control Group web page.

Related Topics
• Verifying Licenses, page 5-5
• Modifying Unified CME Telephony Call Control Group, page 5-10

Unified CME Telephony Triggers Configuration

Choose Subsystems > Unified CME Telephony > Triggers from the Unified
CCX Administration menu bar to access the Unified CME Telephony Triggers
Configuration web page.
You can display, add, modify, and delete information about Unified CME
Telephony triggers using this configuration page.
To add a Unified CME Telephony trigger, click Add a New CME Telephony
Trigger icon or button on the Unified CME Telephony Triggers Configuration
web page; the Unified CME Telephony Triggers Configuration page opens.

Related Topics
• Configuring a Unified CME Telephony Provider, page 5-9
• Adding or Modifying a Unified CME Telephony Trigger, page 5-11

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Validate Unified CME in Unified CCX Data

To access this configuration area, Choose Subsystems > Unified CME
Telephony > Validate Unified CME in Unified CCX Data from the Unified
CCX Administration menu bar.

Related Topics
• Introducing Unified CME for Unified CCX, page 5-1
• Validating Unified CME and Unified CCX Data, page 5-8

RmCm Menu Option

Use the RmCm Configuration web page to configure skills groups, resources,
resource groups, Contact Service Queues (CSQs), and RM (Resource Manager)
Unified CM Telephony providers. To access the Unified CCX Configuration web
page, choose Subsystems > RmCm from the Unified CCX Administration menu
bar.
The RmCm menu contains the following submenu options:
• Skills—Click this submenu to create skills. This option is available only with
the Unified CCX Enhanced and Unified CCX Premium license packages (see
Skill Configuration, page 18-11).
• Resources—Click this submenu to assign a resource group and skills to
agents (see Resources Configuration, page 18-12).
• Resource Groups—Click this submenu to create resource groups (see
Resource Group Configuration, page 18-13).
• Contact Services Queues (CSQs)—Click this submenu to configure CSQs
(see Contact Service Queues Configuration, page 18-14).
• RmCm Provider—Click this submenu to configure the RM (Resource
Manager) Unified CM Telephony provider for the RmCm subsystem (see
RmCm Provider Configuration, page 18-15).
• Assign Skills—Click this submenu to assign skills and a resource group to
agents in bulk (see Assign Skills Configuration, page 18-15).

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• Remote Monitor—Click this submenu to associate agents and CSQs that

will be monitored by supervisors (see Remote Monitor Configuration,
page 18-16).
• Agent Based Routing Settings—Click this submenu to send a call to a
specific agent, rather than to any agent available in a CSQ (see Agent Based
Routing Settings Configuration, page 18-17).
• Teams—Click this submenu to create or associate teams with various agents,
CSQs, and supervisors (see Teams Configuration, page 18-17).
For details on the maximum number of agents, skills, and CSQs that you can
configure on your system, see About Unified CCX, page 3-2.

Skill Configuration
Use the Skills page to add, modify, or delete skill.
Choose Subsystems > RmCm > Skills from the Unified CCX Administration
menu bar to access the Skills summary web page.

Related Topic
Configuring Skills, page 8-7

Adding a New Skill

Use the Skill Configuration area to add a new skill name.
Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window to
access the Skill Configuration area.

Related Topic
Creating a Skill, page 8-7

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Modifying Skills
Click the required skill in the Skill name column on the Skill Configuration web
page to access the Skill Configuration area.
Click Open Printable Report of this Skill Configuration icon to view a list of
the resources associated with that skill.

Related Topics
• Modifying an Existing Skill Name, page 8-8
• Deleting a Skill, page 8-9

Resources Configuration
Use the Resources Configuration area to assign a resource group and skills to a
resource.
To access this configuration area, choose Subsystems > RmCm > Resources
from the Unified CCX Administration menu bar. The main area of the Resources
area of the Unified CCX Configuration web page contains a list of resources (if
configured).
Click Open Resources Summary Report icon to open the Resources Summary
Report in a new window. For each resource, this report lists the resource groups
associated with the resource, the Unified CCX extension of the resource, and the
number of CSQs and team to which the resource is assigned.

Related Topic
• Configuring Agents, page 8-10
• Configuring Contact Service Queues, page 8-17

Modifying a Resource
Use the Resource Configuration area to modify resource configuration.
To access the Resource Configuration area, click any of the required resource in
the Resource area of the Unified CCX Configuration summary web page.

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Click Open Printable Report of this Resource Configuration icon to open a

Resource Report for the agent. The Resource Report lists each agent’s resource
ID, resource name, Unified CCX extension, resource group, automatic available
status, skills, CSQs, and team.

Related Topic
• Assigning Resource Groups and Skills to One Agent, page 8-12
• Removing Skills from Agents, page 8-16

Resource Group Configuration

Use the Resource Group Configuration web page to display and modify the names
of existing resource groups and to add new resource groups.
Choose Subsystems > RmCm > Resource Groups from the Unified
CCX Administration menu bar to access the Resource Groups web page.

Related Topic
Configuring Resource Groups, page 8-4

Adding a New Resource Group

Use the Resource Configuration area to enter resource group name in the
Resource Group Name field.
Add a new Resource Groups by clicking Add New icon or button in the Resource
Group area of the Unified CCX Configuration web page.

Related Topic
Creating a Resource Group, page 8-4

Modifying Existing Resource Groups

Use the Resource Modification page to change or update the resource group name
into the Resource Group Name field.

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RmCm Menu Option

Modify an existing Resource Group by clicking the required resource group in the
Resource Groups area. In the Resource Group Configuration area, change the
Resource Group and update.
Click Open Printable Report of this Resource Group Configuration icon to
view a list of the available resources for this resource group.

Related Topics
• Modifying an Existing Resource Group Name, page 8-5
• Deleting a Resource Group, page 8-6

Contact Service Queues Configuration

Use the Contact Service Queues area of the Unified CCX Configuration web page
to display existing CSQs, delete a CSQ, and add a new CSQ.
To access the Contact Service Queues area, choose Subsystems > RmCm >
Contact Service Queues from the Unified CCX Administration menu bar.

Related Topic
Configuring Contact Service Queues, page 8-17

Adding a CSQ
Use the Contact Service Queues Configuration area to add a new CSQ.
To access the Contact Service Queues Configuration area, click Add New icon or
button in the Contact Service Queues area of the Unified CCX Configuration web
page.
To open the Contact Service Queue Report for the required CSQ, click Open
Printable Report of this CSQ Configuration icon from the Contact Service
Queues Configuration area.

Related Topics
• Creating a CSQ, page 8-18
• Modifying an Existing CSQ, page 8-24
• Deleting a CSQ, page 8-25

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• Resource Pool Selection Criteria: Skills and Groups, page 8-26

• Resource Skill Selection Criteria Within a CSQ, page 8-28

RmCm Provider Configuration

Use the RmCm Provider area of the Unified CCX Configuration web page to
identify the Unified CM Telephony user for the Resource Manager.
Choose Subsystems > RmCm > RmCm Provider from the Unified
CCX Administration menu bar to access the RmCm Provider web page.

Related Topics
• Configuring Agents, page 8-10
• Modifying RmCm Provider Information, page 4-10
• Invoking Unified CM Administration, page 4-13
• Defining Unified CM Users as Agents, page 4-13

Assign Skills Configuration

Use the Assign Skills area of the Unified CCX Configuration web page to modify
an existing resource group and skill configuration or to assign new resource
groups and skills to all or selected agents.
Choose Subsystems > RmCm > Assign Skills from the Unified
CCX Administration menu bar to access this configuration area.
This web page also contains the following icons and buttons:
• Add Skill—to add new skills or resource groups to all or selected agents (see
Adding Skills, page 18-16).
• Remove Skill—to remove skills of all or selected agents (see Removing
Skills, page 18-16).

Related Topic
Configuring Skills, page 8-7

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Adding Skills
When you click Add Skill button in the Assign Skills area of the Unified CCX
Configuration web page, the Add Skill area opens. Use the Add Skill area to add
a resource group and skills to the selected agents.

Related Topic
Assigning Resource Groups and Skills to Multiple Agents, page 8-14

Removing Skills
When you click Remove Skill button in the Assign Skills area of the Unified CCX
Configuration web page, the Remove Skill area opens. Use the Remove Skill area
to remove skills of all or selected agents.

Related Topic
Removing Skills from Agents, page 8-16

Remote Monitor Configuration

Use the Remote Monitor area of the Unified CCX Configuration web page to
specify the monitoring method: by agent or by CSQ.
Choose Subsystems > RmCm > Remote Monitor from the Unified
CCX Administration menu bar to access this configuration area.

Related Topics
• Configuring and Using Remote Monitoring, page 8-30
• Creating a Remote Monitoring Supervisor, page 8-31
• Assigning Resources and CSQs to a Supervisor, page 8-32
• Configuring Remote Monitoring Application, page 6-16.
• Viewing CSQ IDs for Remote Monitoring, page 15-8

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Assigning Resources and CSQs to a Remote Supervisor

Use the Remote Monitor configuration web page to assign a Supervisor a list of
Resources and CSQs that he/she is allowed to monitor.
To access the Remote Monitoring Configuration web page, click a User ID value.

Related Topics
• Configuring and Using Remote Monitoring, page 8-30
• Creating a Remote Monitoring Supervisor, page 8-31
• Assigning Resources and CSQs to a Supervisor, page 8-32
• Configuring Remote Monitoring Application, page 6-16.
• Viewing CSQ IDs for Remote Monitoring, page 15-8

Agent Based Routing Settings Configuration

Use the Agent Based Routing Settings area of the Unified CCX Configuration
web page to configure Automatic Work and Wrapup Time.
Choose Subsystems > RmCm > Agent Based Routing Settings from the Unified
CCX Administration menu bar to access this configuration area.

Related Topic
Configuring Agent-Based Routing, page 8-34

Teams Configuration
Use the Teams area of the Unified CCX Configuration web page to create or
associate teams with various agents, CSQs, and supervisors.
Choose Subsystems > RmCm > Teams from the Unified CCX Administration
menu bar to access this configuration area.

Related Topics
• Configuring Teams, page 8-35
• Creating a Team Supervisor, page 8-36

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Adding a New Team

Click Add New icon or button on the Teams summary web page. The Team
Configuration page appears.
Click Open Printable Report of this Team Configuration icon in the Teams
web page to open the report in a new window and send it to a printer.

Related Topics
• Creating a Team Supervisor, page 8-36
• Creating Teams, page 8-37
• Modifying Agents on Teams, page 8-39
• Deleting a Team, page 8-39

Outbound Menu Option

Use the Outbound Configuration web page to provision outbound dialing
functionality feature in Cisco Unified Preview Outbound Dialer Express
(Outbound).
The Outbound menu option will be displayed when you upload the Cisco Unified
Premium license.
This section contains the following options:
• General Configuration, page 18-19
• Campaign Configuration, page 18-19
• Area Code Management, page 18-21
• SIP Gateway Configuration, page 18-22

Related Topic
Configuring Unified CCX Outbound Dialer

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General Configuration
Choose Subsystems > Outbound > General from the Cisco Unified CCX
Administration menu bar to access the General Configuration web page.
Use this web page to add or modify Outbound dialing preferences.

Related Topics
• Configuring Unified CCX Outbound Dialer, page 13-1
• Configuring General Outbound Properties, page 13-18
• Campaign Configuration, page 18-19
• Area Code Management, page 18-21
• Add New Campaigns, page 18-20
• Delete Contacts, page 18-21
• Add New Area Code, page 18-22

Campaign Configuration
Choose Subsystems > Outbound > Campaigns from the Cisco Unified CCX
Administration menu bar to access the Campaigns web page. You can create and
schedule campaign, modify the settings that apply to campaign, and import a list
of contacts (in bulk from a text file) into the Unified CCX database for each
campaign using this web page.
In Unified CCX Release 8.5(1), you can define any one of the following two types
for a campaign:
• Agent based - If you select this campaign type, all the outbound calls will be
handled by the available agents
• IVR based - In this campaign type, the outbound calls will be handled by the
IVR scripts.

Note The existing campaigns will be marked as Agent based after an upgrade from
Unified CCX versions prior to 8.5(1).

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Related Topics
• Add New Campaigns, page 18-20
• Import Contacts, page 18-20
• Delete Contacts, page 18-21

Add New Campaigns

To configure the properties for the campaign, including the campaign name and
description, personal callback settings, skill group selection, and the time range,
click Add New icon or button in the Campaigns web page.

Related Topics
• Adding a New Campaign, page 13-31
• Import Contacts, page 18-20
• Delete Contacts, page 18-21
• Add New Area Code, page 18-22

Import Contacts
To import contacts for a selected campaign, click the hyperlink for the required
campaign under the Name column and click Import Contacts button. This will
open Import Contacts window through which you can import contacts.
The Open Printable Report for this Campaign Configuration icon provides
following information for the selected campaign in addition to call-specific
information, which varies depending on the selected dialer type for outbound
IVR:
• Campaign Name
• Enabled - Yes or No
• Description
• Start Time of the campaign
• End Time of the campaign
• Contact Records Cache Size
• Remaining Contacts

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Related Topics
• Importing Contacts for a Campaign, page 13-39
• Add New Campaigns, page 18-20
• Delete Contacts, page 18-21
• Add New Area Code, page 18-22

Delete Contacts
To ensure that a contact does not get called again for subsequent campaigns, you
must delete the contact from all campaigns to which it belongs.
Click Delete All Contacts icon or button in the Campaign Configuration web
page to delete all contacts of a particular campaign. Once you click Delete All
Contacts, you will see a dialog box with the following message - “This campaign
will be disabled and all its contacts will be permanently deleted. Continue?" with
OK and Cancel buttons.
If you click OK, the outbound subsystem checks whether the contacts are used in
an active outbound IVR campaign. If the contacts are used as part of an active
Outbound IVR campaign, then you will see the following alert message in the
status bar on top of the Campaign Configuration web page - "Campaign is active.
Cannot remove contacts from an active campaign. Disable the campaign and try
again." In such cases, disable the campaign first and then try deleting all contacts.
Click Cancel if you do not want to delete all contacts for the specific campaign.

Related Topics
• Handling Do Not Call Contacts, page 13-59
• Add New Campaigns, page 18-20
• Import Contacts, page 18-20
• Add New Area Code, page 18-22

Area Code Management

Use this page to manually add new area codes, update existing area codes, and to
add international area codes.

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Related Topics
• Adding Area Codes, page 13-42
• General Configuration, page 18-19
• Campaign Configuration, page 18-19
• Add New Campaigns, page 18-20
• Delete Contacts, page 18-21
• Add New Area Code, page 18-22

Add New Area Code

The Area Codes Management page allows you to find, add, delete, and modify the
mapping of area codes and time zones. The dialer uses the area code of a contact’s
phone number to determine the time zone of the contact’s calling area.

Related Topics
• Adding Area Codes, page 13-42
• General Configuration, page 18-19
• Area Code Management, page 18-21
• Chapter 13, “Configuring Unified CCX Outbound Dialer”
• Add New Campaigns, page 18-20
• Delete Contacts, page 18-21

SIP Gateway Configuration

Choose Subsystems > Outbound > SIP Gateway from the Cisco Unified CCX
Administration menu bar to access the SIP Gateway Configuration page. You can
use the SIP Gateway Configuration web page to add or modify the parameters that
enable the outbound subsystem of Unified CCX to communicate with the SIP
gateway. You can also update the parameters specific to Call Progress Analysis
functionality of the gateway using this web page.

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Call Progress Analysis is a feature of the SIP gateway by which it determines

whether the outcome of a call is an answering machine, live voice, fax, or beep
tone and so on. The SIP gateway performs call progressive analysis of the call and
informs the outcome of the call to Unified CCX.

Note The SIP Gateway is used by the outbound subsystem to place calls only in case of
IVR campaigns. Hence, it is mandatory to configure the SIP Gateway if you want
to make Outbound IVR Campaigns.

Follow the procedure mentioned below to configure the SIP gateway parameters
through Unified CCX Administration web interface:

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems >
Outbound > SIP Gateway Configuration.
The SIP Gateway Configuration area opens. Use this web page to view or update
values in the following fields.

Field Description
Gateway Configuration
Gateway Hostname/IP Address The HostName or IP Address of the SIP Gateway in the
Unified CCX server, which will be used by the outbound
subsystem to place calls for the predictive or progressive
campaigns.
Gateway Port The SIP port used by the gateway to communicate with
Unified CCX. The default value is 5060.
Local CCX Port The port number to be used on the Unified CCX server to
communicate with the gateway. The default value is 5060.
Local User Agent This read-only field provides a description of the owner for
this connection. The default value is Cisco-UCCX/8.0.

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Field Description
Transport(TCP/UDP) The protocol required to send SIP messages. You can select
any one of the following protocols:
• TCP - Transport Control Protocol or
• UDP - User Datagram Protocol
The default value is UDP.
Call Progress Analysis Configuration (displays the Parameter Name, Parameter Value, and
Suggested Value for the following fields)
Minimum Silence Period (10-1000) The amount of time that the signal must be silent after speech
detection to declare a live voice (in milliseconds).
Default = 375 milliseconds, Range = 10-1000 milliseconds
Analysis Period (1000 - 0000) Maximum amount of time (from the moment the system first
detects the speech) during which analysis will be performed
on the input audio.
Default = 2500 milliseconds, Range = 1000-10000
milliseconds
Maximum Time Analysis  The amount of time to wait when it is difficult for the dialer
(1000-10000) to determine voice or answering machine.
Default = 3000 milliseconds, Range = 1000-10000
milliseconds
Minimum Valid Speech Time (50-500) Amount of time that the energy must be active before being
declared speech. Anything less is considered as a glitch.
Default = 112 milliseconds, Range = 50-500 milliseconds
Maximum Term Tone Analysis This is the amount of time the gateway will look for a
(1000-60000) terminating beep once an answering machine has been
detected.
Default = 15000 milliseconds, Range = 1000-60000
milliseconds

Step 2 Click Update to save the configuration changes. The new SIP gateway
configuration is added to the Unified CCX system.

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Click Cancel to restore the default settings.

Related Topics
• Configuring General Outbound Properties, page 13-18
• Campaign Configuration, page 18-19
• Area Code Management, page 18-21
• Add New Campaigns, page 18-20

Unified ICM Menu Option

Use the Intelligent Contact Manager (ICM) Configuration web pages to add or
modify Unified ICME configuration parameters and to modify VRU script
information.

Related Topics
• Provisioning Unified ICME Subsystem, page 9-3
• Configuring General Unified ICME Information, page 9-4
• Configuring Unified ICME VRU Scripts, page 9-7
• Unified Gateway Auto-Configuration Details, page 8-40
• Configuring Unified ICME Post-Routing Application, page 6-11
• Configuring Unified ICME Translation-Routing Application, page 6-14

Unified ICME Configuration

Note If you are using Unified CCX with Cisco Contact Center Gateway solution, see
the Cisco IPCC Gateway Deployment Guide for Cisco Unified ICME/CCE/CCX.
The instructions for configuring Unified CCX with that solution differs from what
is described in this guide. The Unified Gateway provides for the integration of the

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Unified ICME system with Unified CCX by way of the Unified Gateway. The
Unified Gateway is a Peripheral Gateway (PG) which you configure on the
Unified ICME software.

Use the General area of the Unified ICME Configuration page to add or modify
Unified ICME configuration parameters.
To configure the Unified ICME subsystem, choose Subsystems > ICME >
General from the Unified CCX Administration menu bar to access the Unified
ICME Configuration web page.

Related Topics
• Provisioning Unified ICME Subsystem, page 9-3
• Configuring General Unified ICME Information, page 9-4
• Configuring Unified ICME VRU Scripts, page 9-7
• Unified Gateway Auto-Configuration Details, page 8-40
• Configuring Unified ICME Post-Routing Application, page 6-11
• Configuring Unified ICME Translation-Routing Application, page 6-14

Unified ICME VRU Scripts

Unified ICME uses Unified ICME Voice Response Unit (VRU) scripts to handle
interaction with contacts. These scripts are loaded as applications on the Unified
CCX Engine.
Choose Subsystems > ICME > ICME VRU Scripts from the Unified
CCX Administration menu bar to access the ICME VRU Scripts web page.

Related Topics
• Provisioning Unified ICME Subsystem, page 9-3
• Configuring General Unified ICME Information, page 9-4
• Configuring Unified ICME VRU Scripts, page 9-7
• Unified Gateway Auto-Configuration Details, page 8-40
• Configuring Unified ICME Post-Routing Application, page 6-11
• Configuring Unified ICME Translation-Routing Application, page 6-14

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Add a New VRU Script

To add a new VRU Script, click Add New icon that displays in the tool bar in the
upper, left corner of the window or the Add New button that displays at the
bottom of the window on the ICME VRU Scripts web page.
To modify a VRU script, click any hyperlink within the VRU Script list table
entry; the ICME VRU Scripts web page opens displaying the list of VRU Scripts
in the Scripts drop-down box. Click Update to save the changes.

Related Topics
• Provisioning Unified ICME Subsystem, page 9-3
• Configuring General Unified ICME Information, page 9-4
• Configuring Unified ICME VRU Scripts, page 9-7
• Unified Gateway Auto-Configuration Details, page 8-40
• Configuring Unified ICME Post-Routing Application, page 6-11
• Configuring Unified ICME Translation-Routing Application, page 6-14

Database Menu Option

The Unified CCX system uses the Database subsystem of the Unified CCX
Engine to communicate with database servers, to obtain information that can be
relayed to callers or to make application decisions. The Database subsystem
enables the Unified CCX applications to obtain information from data sources,
which are databases configured to communicate with the Unified CCX system.
The Database menu contains the following options, which are explained below:
• Datasource
• Parameters
• Drivers

Related Topics
• DataSource, page 18-28
• Adding a New Database Parameter, page 18-29
• Configuring Database Subsystem, page 9-13

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• About Additional Subsystems, page 9-2

• Provisioning Unified ICME Subsystem, page 9-3
• Provisioning HTTP Subsystem, page 9-10
• Provisioning Database Subsystem, page 9-12
• Provisioning eMail Subsystem, page 9-16

DataSource
Use the DataSources web page to add a new data source, display, modify, or
delete existing datasources.
Choose Subsystems > Database > DataSource from the Cisco Unified CCX
Administration menu bar to access the DataSources web page.

Related Topics
• Adding a New Database Parameter, page 18-29
• About Additional Subsystems, page 9-2

Adding a New DataSource

From the DataSources web page, click Add New icon that displays in the tool bar
in the upper, left corner of the window or the button that displays at the bottom of
the window to add a new data source.
The Datasource Configuration web page opens.
For instructions on Adding a new Datasource, see Adding a New DataSource,
page 9-14.

Related Topics
• Adding a New Database Parameter, page 18-29
• Configuring Database Subsystem, page 9-13
• About Additional Subsystems, page 9-2

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Adding a New Database Parameter

To add a new database parameter, choose Subsystems > Database > Parameter
from the Unified CCX Administration menu bar. The Parameters web page
displays. See Polling Database Connectivity, page 9-15 section to know more
about how to update parameter-related fields.

Related Topics
• Configuring Database Subsystem, page 9-13
• About Additional Subsystems, page 9-2
• Adding a New DataSource, page 18-28

Driver
Use the Driver List web page to upload new drivers, or to view and delete existing
drivers.

Adding a New Database Driver

Follow the steps mentioned below to add a new jdbc driver:

Procedure

Step 1 From the Unified CCX Administration menu bar, choose Subsystems > 
Database > Drivers.
The Driver List web page opens up displaying a list of uploaded driver class file
names along with a Delete icon.
Step 2 Click Add New icon that displays in the tool bar in the upper, left corner of the
window or the Add New button that displays at the bottom of the window to add
a new driver class name. The Driver Management web page opens.
Step 3 Specify a valid JDBC driver jar file in the Driver File field or click Browse to
locate the driver file. The driver file is validated before uploading.
Step 4 Choose the supported class name for the new driver from the Driver Class Name
drop-down list box.

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Step 5 Click Upload to save the new driver to the database.

Tip • Contact your database vendor to know the appropriate JDBC driver
version(s) that is compatible with your Enterprise database server. Though
multiple jdbc driver versions are supported, the following table lists the
JDBC drivers that have been tested with different databases.
• While uploading com.ibm.db2.jcc.DB2Driver, if your IBM DB2 deployment
also requires a license Jar to be in the application's classpath, upload the
license Jar as a Custom Jar File using the procedure detailed in Specify
Custom Classpath Entries, page 10-17. Then, restart the UCCX Engine on all
nodes through Unified CCX Serviceability.

Table 18-1 JDBC Driver Versions Tested with Enterprise Databases

Databases Tested JDBC Drivers

Oracle 10g R2 ojdbc14.jar
Oracle 10g XE ojdbc14.jar
Sybase Adaptive Server 12 jTDS 1.2.2, jconn2.jar
IBM DB2 8.2 db2jcc4.jar
MS SQL Server 2000 jTDS 1.2.2
MS SQL Server 2005 jTDS 1.2.2
MS SQL Server 2008 jTDS 1.2.5

Related Topics
• Adding a New DataSource, page 9-14
• About Additional Subsystems, page 9-2

HTTP Menu Option

The Unified CCX system uses the HTTP subsystem of the Unified CCX Engine
to add components to the Unified CCX Engine that allow applications to be
triggered in response to requests from a variety of web clients, including
computers and IP phones.

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Related Topics
• Provisioning HTTP Subsystem, page 9-10
• Adding Application Triggers, page 6-18

HTTP Configuration
Use the HTTP Trigger Configuration web pages to display, add, modify, and
delete existing HTTP triggers.
Choose Subsystems > HTTP from the Cisco Unified CCX Administration menu
bar to access the HTTP Trigger Configuration web page.

Related Topics
• Provisioning HTTP Subsystem, page 9-10
• Adding Application Triggers, page 6-18

Add a New HTTP Trigger

To add a new HTTP trigger, click Add New icon or button on the HTTP Trigger
Configuration web page to access the HTTP Trigger Configuration web page.
To modify an existing trigger, click any hyperlink within the HTTP Trigger List
table; the HTTP Trigger Configuration page opens.

Related Topics
• Provisioning HTTP Subsystem, page 9-10
• Adding Application Triggers, page 6-18

eMail Menu Option

The Unified CCX system uses the eMail subsystem of the Unified CCX Engine
to communicate with your e-mail server and enable your applications to create
and send e-mail. The e-mail configuration identifies the default e-mail address
and server to be used for sending e-mail (including e-pages and faxes) and for
receiving acknowledgments.

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Cisco Media Menu Option

Choose Subsystems > eMail from the Cisco Unified CCX Administration menu
bar to access the eMail Configuration web page. You need to configure e-mail
functionality so that Unified CCX scripts created with the e-mail steps will
function correctly.

Related Topics
• About Additional Subsystems, page 9-2
• Provisioning Unified ICME Subsystem, page 9-3
• Provisioning HTTP Subsystem, page 9-10
• Provisioning Database Subsystem, page 9-12
• Provisioning eMail Subsystem, page 9-16

Cisco Media Menu Option

Choose Subsystems > Cisco Media from the Unified CCX Administration menu
bar to access the Cisco Media Termination Dialog Group Configuration web
page.
The Unified CCX system uses the Media subsystem of the Unified CCX Engine
to configure Cisco Media Termination (CMT) dialog groups that can be used to
handle simple Dual-Tone Multi-Frequency (DTMF) based dialog interactions
with customers. A dialog group is a pool of dialog channels in which each channel
is used to perform dialog interactions with a caller.
To modify an existing CMT dialog group, click any hyperlink within the trigger’s
summary table entry; Cisco Media Termination Dialog Group Configuration web
page opens.
To add a new CMT dialog group, click Add New icon or button in the Cisco
Media Termination Dialog Group Configuration web page. The Cisco Media
Termination Dialog Group Configuration web page opens.

Related Topics
• Provisioning Cisco Media Subsystem, page 7-23
• Adding a CMT Dialog Control Group, page 7-24

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MRCP ASR Menu Option

The Unified CCX system uses the MRCP ASR (Automatic Speech Recognition)
subsystem to allow navigation through a menu of options by speaking instead of
pressing keys on a touch-tone telephone.
The MRCP ASR submenu has the following options:
• MRCP ASR Provider, page 18-33
• MRCP ASR Servers, page 18-33
• MRCP ASR Dialog Groups, page 18-34

Related Topics
• Before You Provision ASR/TTS, page 7-26
• Provisioning MRCP ASR Subsystem, page 7-27

MRCP ASR Provider

Choose Subsystems > MRCP ASR > MRCP ASR Provider from the Cisco
Unified CCX Administration menu bar to configure information about the vendor
of your speech server, including the number of licenses, and the grammar type.
To modify an existing ASR Provider information, click any hyperlink within the
provider’s summary table entry; the ASR Provider Configuration web page opens.
To add a new ASR Provider information, click Add New icon or button.

Related Topic
Provisioning MRCP ASR Providers, page 7-28

MRCP ASR Servers

Choose Subsystems > MRCP ASR > MRCP ASR Servers from the Cisco
Unified CCX Administration menu bar to configure your speech server’s name,
port location, and available languages.

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Note You must have a MRCP ASR Provider defined before you can provision a MRCP
ASR Server.

To modify an existing ASR Server, click any hyperlink within the server’s
summary table entry; the ASR Server Configuration web page opens.
To add a new ASR Server, click Add New icon or button.

Related Topic
Provisioning MRCP ASR Servers, page 7-29

MRCP ASR Dialog Groups

Use the MRCP ASR Dialog Group Configuration web page to display, add,
modify, and delete information about MRCP ASR dialog control groups, which
enable Unified CCX applications to use speech recognition.
Choose Subsystems > MRCP ASR > MRCP ASR Dialog Groups from the
Cisco Unified CCX Administration menu bar to configure the MRCP ASR dialog
control groups.

Note You must have a MRCP ASR Provider defined before you can provision a MRCP
ASR Group.

To modify an existing MRCP ASR Dialog Group, click any hyperlink within the
group’s summary table entry; the MRCP ASR Dialog Control Group
Configuration web page opens.
To add a new MRCP ASR Group, click Add New icon or button.

Related Topic
Provisioning MRCP ASR Dialog Groups, page 7-31

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MRCP TTS Menu Option

The Unified CCX system uses the MRCP (Text-to-Speech) subsystem to convert
plain text (UNICODE) into spoken words to provide a user with information or to
prompt a user to respond to an action.
Use one or more of the following MRCP TTS Configuration hyperlinks to access
the following web pages:
• MRCP TTS Providers, page 18-35
• MRCP TTS Servers, page 18-36
• MRCP TTS Default Genders, page 18-36

Related Topics
• Before You Provision ASR/TTS, page 7-26
• Provisioning MRCP TTS Subsystem, page 7-34

MRCP TTS Providers

Use the MRCP TTS Provider Configuration web pages to display, add, modify,
and delete information about your TTS Provider.
Choose Subsystems > MRCP TTS > MRCP TTS Provider from the Cisco
Unified CCX Administration menu bar to configure information about the vendor
of your TTS system.
To modify an existing MRCP TTS Provider, click any hyperlink within the
provider’s summary table entry; the MRCP TTS Provider Configuration web page
opens.

Related Topics
• Provisioning MRCP TTS Providers, page 7-35
• Configuring Default TTS Provider for the Unified CCX System, page 7-36

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MRCP TTS Servers

Use the MRCP TTS Server Configuration web page to display, add, modify, and
delete the text-to-speech server’s name, port location, and available language.
To modify an existing MRCP TTS Server, click any hyperlink within the server’s
summary table entry; the MRCP TTS Server Configuration web page opens.
To add a new MRCP TTS Server, click Add New icon or button in the MRCP TTS
Server Configuration web page.

Related Topic
Provisioning MRCP TTS Servers, page 7-37

MRCP TTS Default Genders

Use the MRCP TTS Default Genders Configuration web page to display or
modify the gender setting for each Locale. You can modify the default gender
setting for the Locales specified during TTS Server provisioning using this page.
Click Update icon or button to save the changes.

Related Topic
Provisioning MRCP TTS Default Genders, page 7-39

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Wizards Menu

The Wizards menu of the Unified CCX Administration web interface provides
access to the wizards available for your Unified CCX system.
In each Wizard web page, you are provided with a list of procedures and a
description for each procedure in the main pane.
Click Exit icon in the tool bar in the upper, left corner of the window or the Exit
button that displays at the bottom of the window to exit the wizard at any time and
to go to the main Unified CCX Administration menu bar. Click Next to go to the
next wizard menu option.
The Unified CCX system contains the following options in the Wizards menu:
• The Application Wizard (see Application Wizard, page 19-1).
• The RmCm Wizard (see RmCm Wizard, page 19-3).

Application Wizard
Application Configuration is one of the very basic requirements in Unified CCX
Administration. You need to complete several steps in the suggested order to
successfully complete Application Configuration.
To access the Application Wizard, select Wizards > Application Wizard >
Description of Steps from the Unified CCX Administration menu bar. The
Application Configuration Wizard: Description of Steps web page opens up
displaying the different steps in which you can perform the configuration along
with a brief description of each step as shown in the bulleted list below.

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Application Wizard

Click Next to proceed to the subsequent steps from the main Application
Configuration Wizard web page or jump directly to any step using Wizards >
Application Wizard and clicking the desired submenu (see Configuring Unified
CCX Applications, page 1-17).
• Scripts—In this step, you can view a list of existing custom scripts. On click
of Next from the main Application Configuration Wizard web page, you are
transferred to Script Management web page, which lists the available scripts,
provides links to create a folder, and upload custom scripts. Scripts can be
uploaded as either a single script file or a zip file of scripts. You can upload
multiple scripts in this step (see Managing Scripts, page 6-25).
• Prompts—In this step, you can view a list of existing custom prompts. The
Prompt Management web page lists the available prompts, provides links to
create new folders, and upload custom prompts. Prompts can be uploaded as
either a single prompt file or a zip file of prompts. You can upload multiple
prompts in this step (see Managing Prompt Files, page 10-2).
• Grammars—In this step, you can view a list of existing custom grammar
files that are used to recognize and respond to caller prompts. The Grammar
Management web page lists the available grammars, provides the links to
create new folders, and upload custom grammars. Grammars can be uploaded
as either a single grammar file or a zip file of grammars. You can upload
multiple grammars in this step (see Managing Grammar Files, page 10-5).
• Documents—In this step, you can view a list of existing custom documents
such as .txt, .doc, .jsp, or .html, custom classes, and Java Archive (JAR) files
that allow you to customize the performance of your Unified CCX system.
The Document Management web page lists the available documents, provides
the links to create new folders, and upload custom documents. Documents
can be uploaded as either a single document file or a zip file of documents.
You can upload multiple documents in this step (see Managing Document
Files, page 10-7).
• Application Configuration—In this step, you can select the type of
application to be configured using Add a New Application page. Click Next
to provide configuration details for the selected application type. Each
application can be any combination of the scripts, prompts, grammars, and
documents on file. By default, the uploaded script, prompt, document and
grammar are selected, if applicable. You can create multiple applications in
this step (see About Unified CCX Applications, page 6-1).

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RmCm Wizard

• Triggers—In this step, you can create different types of triggers for the
applications that were created in the previous step using the Trigger
Configuration page. More than one trigger can be created for one application.
By default, the application configured in the previous step is automatically
selected. On providing the Directory Number, device name and language, the
trigger configuration is complete. You can create multiple triggers in this step
(see Adding Application Triggers, page 6-18).
Selecting the type of the trigger concludes the Application Configuration wizard
process.

Related Topics
• Using Configuration Wizards, page 2-8
• RmCm Wizard, page 19-3

RmCm Wizard
RmCm Configuration is commonly performed procedure in the contact center
environment. You need to complete several steps in the suggested order to
successfully complete RmCm Configuration. The RmCm Configuration wizard
leads you through the suggested steps.

Note The RmCm Wizard option is available with all Unified CCX license packages.

To access the Application Wizard, select Wizards > RmCm Wizard >
Description of Steps from the Unified CCX Administration menu bar. The
Application Configuration Wizard: Description of Steps web page opens up
displaying the different steps in which you can perform the configuration along
with a brief description of each step as shown in the bulleted list below.
Click Next to proceed to the subsequent steps from the main RmCm Wizard web
page or jump directly to any step using Wizards > RmCm Wizard and clicking
the desired submenu (see Provisioning the Unified CCX Subsystem, page 1-12).
• Add a Skill—Choose this submenu to configure the skills to be associated
with the user. In this step, you are transferred to the RmCm > Skills web page
(see Creating a Skill, page 8-7). Repeat this step to create multiple skills.

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• Add a Resource Group—Choose this submenu to upload multiple custom

scripts. In this step, you are transferred to the Resource Group Configuration
web page, where you can enter the Resource Group Name (see Configuring
Resource Groups, page 8-4).
• Add Resources—Choose this submenu to create resource groups that will
later be assigned to resources. In this step, you are transferred to RmCm
Wizard - User Configuration web page, which has a hyperlink to Add
resources in Unified CM. This link invokes Unified CM automatically (see
the following related topics:
– Configuring RmCm Provider, page 8-2
– Configuring Unified CM for Unified CCX, page 4-12
– Defining Unified CM Users as Agents, page 4-13).
• Add Supervisors—Choose this submenu to assign supervisor privileges to a
user. In this step, you are transferred to the User Management web page,
which allows you to search for a specific user (see Creating a Remote
Monitoring Supervisor, page 8-31).
• Configure Resources—Choose this submenu to add or remove skills that are
associated with resources. In this step, you are transferred to the RmCm
Configuration Resources web page, which lists the configured resources.
Resources can be modified together to obtain the same skills, or they can be
modified separately to be assigned different skills.(see Configuring Agents,
page 8-10).
• Modify Existing Contact Service Queues—Choose this submenu to skills
that are associated with a contact service queue. In this step, you are
transferred to the RmCm Configuration Contact Service Queue web page,
which lists the configured CSQs (see Modifying an Existing CSQ,
page 8-24).
• Add a Contact Service Queue—Choose this submenu to add contact service
queues. Skills or resource groups are associated to these contact service
queues to filter out the resources. In this step, you are transferred to the
RmCm Configuration Contact Service Queue Configuration web page, which
allows you to add CSQs (see Creating a CSQ, page 8-18).
• Modify Existing Teams—Choose this submenu to modify agents in existing
teams. In this step, you are transferred to the RmCm Configuration Contact
Teams web page, which lists the configured teams (see Modifying Agents on
Teams, page 8-39).

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• Add a Team—Choose this submenu to create new teams and associate those
teams with new agents. In this step, you are transferred to the RmCm
Configuration Team Configuration web page, which allows you to create new
teams (see Creating Teams, page 8-37).
• Create an Application—On completing the RmCm configuration, you can
optionally proceed to the Application Wizard configuration (see Application
Wizard, page 19-1).

Related Topics
• Using Configuration Wizards, page 2-8
• Application Wizard, page 19-1

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Tools Menu

The Tools menu of the Unified CCX Administration web interface provides
access to system tools you can use to perform a variety of administrative tasks and
contains the following menu options:
• Plug-ins—to download plug-ins that you can use to enhance the Unified
CCX Engine (see Plug-ins Menu Option, page 20-2).
• Real-Time Reporting—to generate reports that provide detailed information
about the status of your Unified CCX system (see Real-Time Reporting Menu
Option, page 20-3).
• Real-Time Snapshot Config—to configure the Unified CCX database
connection to a wallboard display (see Real-Time Snapshot Config Menu
Option, page 20-4).
• Historical Reporting—to perform Historical Reporting tasks, including
configuring the database server, synchronizing data, configuring users,
installing client software, and purging your database (see Historical
Reporting Menu Option, page 20-10).
• User Management—to assign access levels to administrators and
supervisors (see User Management Menu Option, page 20-12).
• Password Management—to reset passwords for external database access
users like workforce management, historical reporting user and so on (see
Password Management, page 20-17).
• W1 Upgrade—to (see Windows Upgrade Menu Option, page 20-18).

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Plug-ins Menu Option

The Unified CCX system includes software components called plug-ins that you
can use to enhance the Unified CCX Engine. You can download these plug-ins
from the Plug-ins web page.
To access the Plug-ins web page, choose Tools > Plug-ins from the Unified
CCX Administration menu bar.
The Plug-ins web page contains one or more of the following hyperlinks
(depending on the Unified CCX package you have purchased):
• Cisco Unified CCX Editor—Click this hyperlink to install the client-side
Unified CCX Editor. For more information, see the Cisco Unified Contact
Center Express Scripting and Development Series: Volume 1, Getting Started
with Scripts 8.5(1) and Volume 2, Editor Step Reference 8.5(1) Guide.

Caution Do not install the Unified CCX editor on the same machine as the Cisco
Unity Editor. Both editors cannot coexist on the same machine.

• Cisco Unified CCX Desktop Suites—Click this hyperlink to install

Cisco Desktop Administrator, Supervisor Desktop, Agent Desktop, and
Client Configuration tool. For more information, see Cisco Unified CCX
Supervisor Desktop Plug-in Tasks and the Cisco Unified CCX Agent Desktop
Plug-in Tasks.

Note You need to download Cisco Unified CCX Desktop Client Configuration tool
prior to installing any application(s) from the Cisco Unified CCX Desktop
Product Suite.

• Cisco Unified CCX Historical Reports—Click this hyperlink to install

client-side historical reporting. For more information, see the Cisco Unified
CCX Historical Reports User Guide.

Note If you use Historical Reporting, the Unified CCX Historical Reports
client system must be same version as the Unified CCX system.

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• Cisco Unified CCX Real-Time Monitoring Tool for Windows—Click this

hyperlink to install client-side Unified CCX Serviceability Real-Time
Monitoring Tool (RTMT) for Windows. This tool monitors real-time
behavior of the components in a Unified CCX cluster. RTMT uses
HTTP/HTTPS and TCP to monitor device status, system performance, device
discovery, and CTI applications. It also connects directly to devices by using
HTTP/HTTPS for troubleshooting system problems. This plug in is available
only for users with administrator capability.

Note To download on Windows, right-click Download hyperlink and select

Save Target As option.

• Cisco Unified CCX Real-Time Monitoring Tool for Linux—Click this

hyperlink to install client-side Unified CCX Serviceability Real-Time
Monitoring Tool (RTMT) for Linux. RTMT uses HTTP/HTTPS and TCP to
monitor device status, system performance, device discovery, and CTI
applications. It also connects directly to devices by using HTTP/HTTPS for
troubleshooting system problems. This plug in is available only for users with
administrator capability.

Real-Time Reporting Menu Option

Caution While Unified CM supports Unicode characters in first and last names, those
characters become corrupted in Unified CCX Administration web pages for
RmCm configuration, Real Time Reporting, Cisco Agent/Supervisor Desktop,
and Historical Reports.

The Real-Time Reporting tool is a Java applet that you can use to generate a
variety of reports that provide detailed information about the status of your
Unified CCX system. You use the Application Reporting web page to access the
Real-Time Reporting tool.
To access the Application Reporting web page, choose Tools > Real Time
Reporting from the Unified CCX Administration menu bar.

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Note For complete information about using the Application Reporting component, see
Chapter 14, “Reporting on Real-Time Unified CCX Data.”

Real-Time Snapshot Config Menu Option

Many call centers use wallboards to display their real-time reporting status.
Wallboards can display data such as available agents in CSQs, call volumes, talk
times, wait times, and number of handled calls. You can enable the Unified CCX
system to write Unified CCX real-time information to a database that can then be
displayed on a wallboard.

Note You must purchase the wallboard separately, and configure and control it with its
own wallboard software. Wallboard software and hardware are supported by the
third-party wallboard vendors, not by Cisco. 

You must install the wallboard software on a separate machine or desktop, not on
the Unified CCX server. During installation of your wallboard software, you will
need to configure your wallboard software to access the Unified CCX database.
To do this, you need to assign a DSN, User ID, and password.

Use the Real-Time Snapshot Writing Configuration for Wallboard web page to
enable the system to write data to the wallboard system.
To access the Real-Time Snapshot Writing Configuration for Wallboard web
page, choose Tools > Real Time Snapshot Config from the Unified CCX
Administration menu bar.

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The following fields are displayed on the Real-Time Snapshot Writing

Configuration for Wallboard web page.

Field Description
Data Writing Enable If checked, the system writes the data to the database. If not checked, the
system does not write the data to the database.
The default is disabled.
Data Writing Interval Sets the refresh interval for the wallboard data. Valid options: 5, 10, 15,
20, and 25.
Cisco Unified CCX CSQs If checked, writes information about each CSQ to the RtCSQsSummary
Summary table in the Unified CCX database.
Cisco Unified CCX System If checked, writes overall Unified CCX system summary to the
Summary RtICDStatistics table in the Unified CCX database.
Wallboard System
Server Name IP addresses of the Servers running the Wallboard software pointing to
the HDS Database Server, which contains the Wallboard Real-Time
Snapshot data. If you have multiple Wallboard servers, you can list their
IP addresses in this field separated by commas.

Note For details about the information written to the RtCSQsSummary and
RtICDStatistics database tables, see the Cisco Unified CCX Database Schema
Guide. Only the RtCSQsSummary and RtICDStatistics statistics tables can be
used in wallboard queries. Use of historical reporting tables in wallboard queries
is not supported.

See the Cisco Unified CCX Software and Hardware Compatibility Guide for
compatibility information.

Creating a System DSN for Wallboard

You can create a system Data Source Name (DSN) on your Windows server by
performing the following procedure.

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Procedure

Step 1 Install the wallboard software and IBM Informix ODBC Driver (IDS version
3.0.0.13219 and above) on the wallboard client desktop.

Note You can download the Informix ODBC driver from the following URL:
http://www14.software.ibm.com/webapp/download/search.jsp?rs=ifxdl.
Download the IBM Informix Client Software Development Kit (CSDK) version
3.00 or higher for the operating system you are installing with the wallboard
client. More information about the CSDK can be found at the following URL:
http://www.ibm.com/software/data/informix/tools/csdk/.

Step 2 Select Start > Settings > Control Panel.

Step 3 From the Control Panel menu, select Administrative Tools > Data Sources
ODBC to launch the OBDC Data Source Administrator.
Step 4 Click the System DSN tab. Then click Add to open the Create New Data Source
dialog box.
Step 5 Scroll down to locate and select the IBM INFORMIX ODBC DRIVER.
Step 6 Click Finish to open the IBM Informix Setup dialog box.
Step 7 On the General tab, enter and apply a Data Source Name and Description.
Step 8 On the Connection tab, enter the values for the fields as shown in the table below:

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Field Description
Server Name This is the instance name of the Informix database.
Informix database instance name can be formed using Host Name of the
Unified CCX server by following the conventions mentioned below:
• Convert all upper case letters to lower case.
• Replace hyphens with underscore.
• Add the letter “i” as a prefix to the instance name, if the host name
starts with a number.
• Append the letters "_uccx" to the instance name.
For example, if the host name is "802UCCX-Ha-Node1", then you should
enter "i802uccx_ha_node1_uccx” in the server name field.
Host Name Enter the host name of the primary Unified CCX server.
Service Enter 1504.
Protocol Enter onsoctcp.
Options Leave blank.
Database Name Enter db_cra.
User ID Enter uccxwallboard. This is the user id of the Unified CCX database
created for wallboard.
Password The password for the wallboard user that has been configured. You can
change the password by going to Tools > Password Management
submenu option from the Unified CCX Administration menu bar (see
Password Management, page 20-17).

Step 9 Click Apply.

Step 10 Click the Environment tab and enter the values for the following fields:

Field Description
Client Locale Enter en_US.UTF8.
Database Locale Enter en_US.UTF8.

Leave the values unchanged (keep blank or use defaults) for all other fields.

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Step 11 Click OK.

Step 12 Return to the Connection tab and click Apply and Test Connection.
If the phrase “Test completed successfully” is returned, then click OK.
If the test is unsuccessful, return to the configuration sequence and fix any errors.

Using Wallboard Software in a High Availability (HA) Deployment

If you use wallboard software in a High Availability (HA) deployment of Unified
CCX 8.5(1) and do not want any manual intervention in case of failover, you need
to upgrade your Wallboard software.
Upgraded wallboard software should have a new service which periodically
requests Unified CCX server for database mastership information using REST
API (URL - http://<Unified CCX server IP Address>/uccx/isDBMaster). During
failover, this new service in wallboard will update DSN registry to use new
database master server.
This REST API can be requested only from those wallboard servers, which are
configured through Tools > Real Time Snapshot Config web page from the
Unified CCX Administration menu bar. See the following sub-sections for
detailed information on different scenarios.

Using Upgraded Wallboard Software with New Service in a High Availability (HA) Deployment

If you use wallboard software in a High Availability (HA) deployment of Unified

CCX 8.5(1), you will need to work with your wallboard vendor to use the new API
exposed by Unified CCX 8.5(1).
Wallboard software with the new service ensures that the wallboard server always
displays data from the master database server of Unified CCX and no manual
intervention is required. Follow the steps mentioned below to complete the setup:

Procedure

Step 1 Create DSN using secondary server information and modify the same DSN using
primary server information. This will create sqlhost entries for both the servers in
a registry at HKEY_LOCAL_MACHINE\SOFTWARE\Informix\SqlHosts.
Step 2 Configure the wallboard software with new service as mentioned in the wallboard
software documentation.

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Step 3 Configure information of both the Unified CCX servers with new service of
wallboard as mentioned in the wallboard software documentation.
Once you complete the steps mentioned above, no manual intervention is required
in case of failover.

Using Existing Wallboard Software (without the New Service) in a HA Deployment

If you use the existing wallboard software without the new service in a High
Availability (HA) deployment of Unified CCX 8.5(1), you will need to complete
the following actions:

Procedure

Step 1 Create DSN using secondary server information and modify the same DSN using
primary server information. This will create sqlhost entries for both the servers in
a registry at HKEY_LOCAL_MACHINE\SOFTWARE\Informix\SqlHosts.
Step 2 Configure the wallboard software as mentioned in the wallboard software
documentation.
Step 3 Whenever there is a failover, you need to manually change the DSN registry entry
using the sub steps mentioned below:
a. Enter http://<Unified CCX server IP Address>/uccx/isDBMaster in a web
browser from any wallboard client to know whether the requested Unified
CCX IP address server has a database master or not.
b. On failover, change SERVER value to master DB instance name in registry
of DSN under HKEY_LOCAL_MACHINE\SOFTWARE\ODBC\ODBC.INI
c. You can find the exact database instance name at
HKEY_LOCAL_MACHINE\SOFTWARE\Informix\SqlHosts

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Historical Reporting Menu Option

Caution While Unified CM supports Unicode characters in first and last names,
those characters become corrupted in Unified CCX Administration
web pages for RmCm configuration, Real Time Reporting, Cisco
Agent/Supervisor Desktop, and Historical Reports., page 22-3

Use the areas of the Historical Reporting Configuration web page to perform a
variety of tasks, including configuring users, installing client software, and
purging your database.
To access the different Historical Reporting Configuration options, choose Tools
> Historical Reporting and click any of the following submenu options from the
Unified CCX Administration menu bar:
• Database Server Configuration—to specify the maximum number of client
and scheduler connections to the database server (see Database Server
Configuration, page 20-10).
• Purge Schedule Configuration—to automatically purge data as per the
following configurations:
– Timing of the purge (see Purge Now, page 20-11).
– Automatic purge configuration (see Purge Schedule Configuration,
page 20-11).
• Purge Now—to manually purge data (see Purge Now, page 20-11).
• File Restore - to restore the database records written to HR files when the
database goes down (see File Restore, page 20-12).

Note For additional information on Historical Reporting, see the Cisco Unified CCX
Historical Reports User Guide.

Database Server Configuration

Use the Database Server Configuration area to specify the maximum number of
client and scheduler connections that can access the database server.

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Choose Tools > Historical Reporting > Database Server Configuration from
the Unified CCX Administration menu bar to access the Database Server
Configuration area.

Related Topics
Historical Reporting Configuration, page 12-2

Purge Schedule Configuration

Use the Purge Schedule Configuration area to select a user for whom you want to
choose a reporting package for the Unified CCX Historical Reports system.
Choose Tools > Historical Reporting > Purge Schedule Configuration from
the Unified CCX Administration menu bar to access the Purge Schedule
Configuration web page.
The Historical Reporting Configuration web page opens enabling you to
configure the following:
• Daily purge schedule
• Automatic purge (you can specify how long records should persist before the
system purges them)
See Configuring Purge Schedule Configuration Parameters, page 12-5 section to
know the procedure for setting up the purge schedule configuration parameters.

Related topic
Configuring Automatic Purging, page 12-4
Viewing Historical Reports, page 12-3

Purge Now
Use the Purge Now area to manually purge data.
Choose Tools > Historical Reporting > Purge Now from the Unified CCX
Administration menu bar to access the Purge Now area.

Related Topic
Purging Manually, page 12-6

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File Restore
Use the File Restore area to restore the database records written to HR files when
the database goes down.
To access the Historical Reporting Configuration area, choose Tools > Historical
Reporting > File Restore from the Unified CCX Administration menu bar to
access the Historical Reporting Configuration web page. Restore Now radio
button is enabled by default on this page.
Click Start icon that displays in the tool bar in the upper, left corner of the
window or the Start button that displays at the bottom of the window to restore
the database records. You can view the status of the restore operation on this page.
In case of a High Availability setup, files from both the nodes are restored to the
HR Database of the first and second node respectively. If it is unable to connect
to the second node, you will see an alert message stating that the remote node is
not reachable. When the second node comes up the restored data will be replicated
but you need to repeat this Restore operation to restore the HR files, if any, on the
second node.

User Management Menu Option

The User Management menu option allows you to assign access levels to Unified
CCX system administrators and supervisors.
When you configure a Unified CCX supervisor, you are configuring users who
can access the Unified CCX Supervisor web pages. You are not creating a
supervisor for Unified CCX.

Note Only Administrators can update the Unified CCX system. You must select at least
one Administrator, so that someone is available to perform updates.

Choose Tools > User Management and click any of the following submenu
options from the Unified CCX Administration menu bar to assign administrative
privileges to administrators and supervisors:
• User View Submenu Option, page 20-13
• Name Grammar Generator Configuration, page 20-14

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• Spoken Name Upload Submenu Option, page 20-15

• Administrator Capability View Menu Option, page 20-16
• Supervisor Capability View Menu Option, page 20-16
• Reporting Capability View Menu Option, page 20-16
• Agent Capability View Menu Option, page 20-17

Related Topics
• Managing Unified CCX Users, page 5-14
• About Unified CCX User Capabilities, page 15-2
• Configuring and Using Remote Monitoring, page 8-30
• Creating a Remote Monitoring Supervisor, page 8-31
• Assigning Resources and CSQs to a Supervisor, page 8-32
• Viewing CSQ IDs for Remote Monitoring, page 15-8
• Creating a Team Supervisor, page 8-36
• Managing Unified CCX Users, page 5-14

User View Submenu Option

From the Unified CCX Administration menu bar, choose Tools > User
Management > User View to access the User Configuration web page.
Use this page to view existing users, create new users (for CME only), and assign
administrative privileges to administrators and supervisors. You can provide a
search string based on a user’s ID. For example, if you provide the search string as
• "*Agent1", it will display user IDs ending with Agent1,
• "Agent1*", it will display user IDs starting with Agent1, and
• "Agent1", it will display user IDs that contain Agent1.
All the columns are hyperlinked to the user configuration page.

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Related Topics
• Configuring and Using Remote Monitoring, page 8-30
• Creating a Remote Monitoring Supervisor, page 8-31
• Assigning Resources and CSQs to a Supervisor, page 8-32
• Configuring Remote Monitoring Application, page 6-16.
• Viewing CSQ IDs for Remote Monitoring, page 15-8
• Creating a Team Supervisor, page 8-36
• Managing Unified CCX Users, page 5-14
• About Unified CCX User Capabilities, page 15-2

Name Grammar Generator Configuration

Use the Name Grammar Generator Configuration web page to define scheduling
information for the Name Grammar Generator.
From the Unified CCX Administration menu bar, choose Tools > User
Management > Name Grammar Generator Configuration to access Name
Grammar Generator Configuration area.
Name Grammars need to be generated if you wish to use the Name to User Step
with ASR. The Name Grammar Generator scans the User Directory and creates a
speech recognition grammar containing every user in the directory. These
grammars are saved in the grammar repository.
You may use the Name Grammar Generator Configuration page to run the Name
Grammar Generator or schedule it to run at some later time. The page also
displays date and time the Name Grammar Generator was last run and the
completion status of that run.
The following fields are displayed on the Name Grammar Generator web page.

Field Description
Frequency How often Name Grammar Generator is automatically run. Valid
options: Never, Daily, Weekly. This is a mandatory field.
Run task on (hrs of day) Time of day to run the task. This is a mandatory field.
Run task on (day of week) Day of week to run the task. This is a mandatory field.

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Field Description
Last Completed on (Display only.) Date of last generation of name grammar .
Last Completion Result (Display only.) The status after the last name grammar generation.
Grammar Variant Select one or more grammar variants to generate from the check box next
to the following three options:
• OSR 3.1.x
• 2003 SISR
• Nuance
Current Status (Display only.) Running status of the Name Grammar Generator.

Click Generate Name Grammar Now icon or button to trigger the Name
Grammar Generator.

Note Clicking Generate Name Grammar Now will not apply changes to the
scheduling configuration; you must click Update to apply scheduling changes.

Spoken Name Upload Submenu Option

When a caller requests to be transferred to a specific extension, Unified CCX
applications can playback a recording of the spoken name of the person to whom
the caller has called. These spoken name recordings are stored as .wav files and
managed by the Spoken Name Upload tool of the Unified CCX Administration
web interface.
To access the Spoken Name Prompt Upload web page, choose Tools > User
Management > Spoken Name Upload from the Unified CCX Administration
menu bar.
The Spoken Name Prompt Upload web page also contains the Click Here for
Recording Information icon and button, which displays a .htm page in your
browser with more information on recording spoken name prompts.

Related Topic
Add Spoken Name Prompts, page 10-16

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User Management Menu Option

Administrator Capability View Menu Option

From the Unified CCX Administration menu bar, choose Tools > User
Management > Administrator Capability View to access the capability view
for the Administrator User Management area.
This web page contains a pane for the user(s) identified as the Unified CCX
Administrator and another pane with the list of Available Users. Based on your
requirements, you can move users back and forth between these two panes by
clicking the arrows in either direction. Click Update to save the changes.

Related Topics
• Managing Unified CCX Users, page 5-14
• Administrator Privileges, page 15-3

Supervisor Capability View Menu Option

From the Unified CCX Administration menu bar, choose Tools > User
Management > Supervisor Capability View to access the capability view for
the Supervisor User Management area.
This web page contains a pane for the user(s) identified as the Unified CCX
Supervisor and another pane with the list of Available Users. Based on your
requirements, you can move users back and forth between these two panes by
clicking the arrows in either direction.

Related Topics
• Supervisor Privileges, page 15-3
• Using Unified CCX Supervisor Web Interface, page 15-6
• Managing Unified CCX Users, page 5-14

Reporting Capability View Menu Option

From the Unified CCX Administration menu bar, choose Tools > User
Management > Reporting Capability View to access the capability view for the
Historical Report Users area.

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Password Management

The capability view for the Reporting Management web page contains a pane for
the user(s) identified as the Unified CCX Historical Report Users and another
pane with the list of Available Users. Based on your requirements, you can move
users back and forth between these two panes by clicking the arrows in either
direction.

Related Topics
• Managing Unified CCX Users, page 5-14
• Historical Report User Privileges, page 15-5

Agent Capability View Menu Option

From the Unified CCX Administration menu bar, choose Tools > User
Management > Agent Capability View to access the capability view for Unified
CCX agents.
The capability view for the Agent User Management web page contains a pane for
the user(s) identified as the Unified CCX Agents and another pane with the list of
Available Users. Based on your requirements, you can move users back and forth
between these two panes by clicking the arrows in either direction.

Note This role is assigned by default to Unified CCX users in a Unified CME
deployment with an Agent Extension association in Unified CCX.

Related Topics
• Managing Unified CCX Users, page 5-14
• Agent Privileges, page 15-5

Password Management
From the Unified CCX Administration menu bar, choose Tools > User
Management to access the password management web page.

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Windows Upgrade Menu Option

You can set or reset the passwords for the following external database users using
this web page:
• Wallboard
• Recording SFTP
• Workforce Management
• Historical Reporting
• System Call Tracking (part of Real Time Monitoring Tool/ Analysis
Manager)
Click Save icon that displays in the tool bar in the upper, left corner of the window
or the Save button that displays at the bottom of the window. Click the Clear
button to remove the data entered and to retain the existing passwords. You will
see an error message if the old and new passwords are the same for any of the
users. Click Check Consistency to confirm
In case of a High Availability deployment, the password change will not be
propagated to the second node. You need to access the AppAdmin web interface
of the second node manually to change the password. In a HA setup, you will be
able to see Check Consistency icon or button in the Password Management page.
Use this button to check and confirm whether the passwords between the two
nodes match or not. You will be able to see the status of the password check in
the Password Management page.

Windows Upgrade Menu Option

Note This menu option will be visible only if you are upgrading to Unified CCX 8.5(1)
from a previous Unified CCX release. In other words, this menu option will show
only if you have selected "Upgrade from a previous Unified CCX release" option
during initial Appadmin setup in a single-node or high availability deployment.

Choose Tools > Windows Upgrade from the Unified CCX Administration menu
bar to view the status of data migration. The Unified CCX Upgrade Setup web
page opens where you can view the status messages for the migration activities at
each stage in the text box below the Windows to Linux Upgrade field. Click Next
to acquire control of the upgrade.

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Windows Upgrade Menu Option

Note You can close this window without affecting the data migration in progress. Go
to Tools > Windows Upgrade from the Unified CCX Administration menu bar
to come back and view the status once again.

For additional information, see the following documents:

• For upgrade issues, see the Cisco Unified CCX Upgrade Guide.
• For Installation issues, see the Installation Guide for Cisco Unified CCX and
Cisco Unified IP IVR, Release 8.5(1).

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 CH A P T E R 21
Help Menu

The Help Menu of the Unified CCX Administration web interface provides access
to online help for the Unified CCX system.
Use the Help menu to access configuration procedures and description of Unified
CCX components.
The Help menu contains the following menu options:
• Contents and Index—Choose this option to view the entire Unified CCX
Administrator Guide online help system and index (see Contents and Index
Option, page 21-2).
• For this page—Choose this option to view context-sensitive help (see For
This Page Menu Option, page 21-3).
• Troubleshooting Tips—Choose this option to view troubleshooting wiki
page for suggestions on how to solve problems that may arise in the
performance of your Unified CCX system (see Troubleshooting Tips Menu
Option, page 21-3).
• Unified CCX Documentation on Cisco.com—Choose this option to view
the documentation index page (see For This Page Menu Option, page 21-3).
• About—Choose this option to view Unified CCX version information (see
About Menu Option, page 21-3).

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Contents and Index Option

Contents and Index Option

To view the entire Unified CCX Administrator Guide online help system and
index, choose Help > Contents and Index from the Unified CCX Administration
menu bar. The Unified CCX Administrator Guide Online Help window opens.
When you click any topic in the top pane, the section of the online help that
corresponds to that topic appears in the bottom pane.
The following table describes the menu options in the Unified CCX Administrator
Guide Online Help window.

Table 21-1 Online Help Menu Options

Menu Option Description

Home Returns you to the beginning of the online help
document.
Search Opens a search window, in which you can search
for specific words in the online help files.
Using Help Opens a file explaining how to use the online help
files.
Glossary Opens a glossary of definitions for terms used in
Cisco Unified CCX and Cisco Unified IP IVR.
View PDF Opens a PDF1 version of the Cisco Unified CCX
Administration Guide.
Contents and Index Displays the index and contents of the Unified
CCX Administrator Guide online help files in a
separate web page. The index is displayed in the
left pane while the contents are displayed in the
right pane in the online help page.
1. PDF = Portable Document Format

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For This Page Menu Option

For This Page Menu Option

To access context-sensitive help, open the web page for which you want help and
choose Help > For This Page from the Unified CCX Administration menu bar.
The Unified CCX Administration online help displays information that is specific
to the open web page.

Troubleshooting Tips Menu Option

The Unified CCX system provides the Troubleshooting Tips tool as a way for you
to search the troubleshooting wiki page for suggestions on how to solve problems
that may arise in the performance of your Unified CCX system.

Note For more information, see the Troubleshooting Wiki page:

http://docwiki.cisco.com/wiki/Troubleshooting_Unified_Contact_Center_Expre
ss.

To access the Troubleshooting Tips wiki page, choose Help > Troubleshooting
Tips from the Unified CCX Serviceability Administration menu bar.

Unified CCX Documentation Link Option

To access the complete Unified CCX documentation set for Unified CCX, and
Unified IP IVR, choose Help > Cisco Unified CCX Documentation on
Cisco.com from the Unified CCX Administration menu bar. A new browser
window opens to display the following documentation index page:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_suppo
rt_series_home.html.

About Menu Option

To access Unified CCX version information, choose Help > About from the
Unified CCX Administration menu bar. The Unified CCX Administration web
page opens, displaying version information and package information.

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About Menu Option

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 CH A P T E R A
Unified CCX Licensing Packages

This appendix describes the features that are available with each Unified CCX
license package. It includes the following sections:
• Application Availability by License Package, page A-2
• Trigger Availability by License Package, page A-2
• Subsystem Availability by License Package, page A-2
• Historical Report Availability by License Package, page A-4
• Unified CCX Services Availability by License Package, page A-4
• Unified CCX Component Availability by License Package, page A-6

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Application Availability by License Package

Application Availability by License Package

The following table lists the applications available with each license package:

Unified IP Unified CCX Unified CCX Unified CCX

Application IVR Standard Enhanced Premium
Cisco Script Application X X X X
Busy X X X X
Ring No Answer X X X X
Unified ICME Post Routing X
Unified ICME Translation Routing X

Trigger Availability by License Package

The following table lists the triggers available with each license package:

Unified CCX Unified CCX Unified CCX

Trigger Unified IP IVR Standard Enhanced Premium
Unified CM Telephony X X X X
Unified CME Telephony X X X X
HTTP X X

Subsystem Availability by License Package

The following table lists the subsystems available with each license package:

Unified CCX Unified CCX Unified CCX

Subsystem Unified IP IVR Standard Enhanced Premium
CMT Subsystem X X X X
Core RTR Subsystem X X X X
Database Subsystem X X

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Subsystem Availability by License Package

Unified CCX Unified CCX Unified CCX

Subsystem Unified IP IVR Standard Enhanced Premium
eMail Subsystem X X
Enterprise Server Data Subsystem X X X
HTTP Subsystem X X
Unified CM Telephony Subsystem X X X X
Unified CME Telephony X X X X
Subsystem
MRCP ASR Subsystem X X
MRCP TTS Subsystem X X
1
Outbound Subsystem X
RmCm Subsystem X X X X
Voice Browser Subsystem X X
VoIP Monitor Subsystem X X
1. The Unified CCX Outbound Preview Dialer feature does not require an additional license and it comes as part of the Premium
license package.

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Historical Report Availability by License Package

Historical Report Availability by License Package

The following table lists the historical reports available with each license
package:

Unified CCX Unified CCX Unified CCX

Historical Report Type Unified IP IVR Standard Enhanced Premium
Unified IP IVR X X X X
Unified CCX Standard X
Unified CCX Enhanced X X
Wrap-up code and reports X X

Unified CCX Services Availability by License

Package
The following table lists the Unified CCX Services available with each license
package:

Unified CCX Unified CCX Unified CCX

Unified CCX Services None1 Unified IP IVR Standard Enhanced Premium
Unified CCX Cluster View X X X X X
Daemon
Unified CCX X X X X X
Administration
Unified CCX Engine X X X X

Cisco Desktop Call/Chat X X X

Service
Cisco Desktop Enterprise X X X
Service
Cisco Desktop IP Phone X X X
Agent Service

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Unified CCX Services Availability by License Package

Unified CCX Unified CCX Unified CCX

Unified CCX Services None1 Unified IP IVR Standard Enhanced Premium
Cisco Desktop LDAP X X X
Monitor Service
Cisco Desktop License and X X X
Resource Manager
Cisco Desktop Recording X X
Service (call recording)
Cisco Desktop Recording X X X
and Statistic Service
Cisco Desktop Sync Service X X X
Cisco Desktop VoIP Service X X

Cisco Unified CCX X X X X

Database
1. Available upon installation, before license package is activated.

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Unified CCX Component Availability by License Package

Unified CCX Component Availability by License

Package
The following table lists the Unified CCX Component available with each license
package:

Unified IP Unified CCX Unified CCX Unified CCX

Unified CCX Component None1 IVR Standard Enhanced Premium
Unified CCX Cluster View X X X X X
Daemon (CVD)
Unified CCX Engine X X X X
Unified CCX Repository Datastore X X X X
Unified CCX Historical Datastore X X X X
Unified CCX Configuration X X X X
Datastore
Unified CCX Agent Datastore X X X
Unified CCX Recording X X
Unified CCX Monitoring X
1. Available upon installation, before license package is activated.

Support Scalability for Unified CME

See the Release Notes for Unified CCX, Release 8.5(1) at
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_release
_notes_list.html.

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 INDEX

report 14-13, 14-19

A
server 1-4
AAR subsystem 1-9
files 10-18 triggers 6-18
group 7-15 architecture, cluster 1-6
management 17-6 ASR
uploading files 10-21 overview 7-26
active server 1-7, 11-2, 11-3 provisioning 7-27
adding triggers Automated Alternate Routing
Unified CME Telephony 5-11 see AAR 7-15
administrator privileges 15-3 automatic failover 1-7, 11-2, 11-3
agent Automatic Speech Recognition
capabilities 15-2 see ASR 7-26
configuring 4-19
configuring teams 8-35
handling callbacks 13-27
B
user privileges 15-5 busy application
alternative pronunciation 15-12 about 6-7
Call by Name window 15-12 provisioning 6-7
Call by Name window, how to add 15-12
application
C
by package license A-2
configuration overview 1-17 cache size
management 17-1 contact records 13-37

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call control channel 7-3 Cisco TelePresence application 4-16

calling search space Cisco Unified CCX Administration web
interface
ignore setting 7-21
restrict users 7-20 about 1-3, 2-1

Unified CME Telephony trigger configuration web pages 2-6

setting 5-11 menu bar and menus 2-3
Unified CM Telephony trigger setting 7-16 using navigation bars 2-7
usage 7-13, 7-20 Cisco Unified CCX applications
call waiting configuration overview 6-2
disabling in Unified CM 13-9 Cisco Unified CCX cluster
campaigns profile 11-2
importing contacts 13-39 Cisco Unified CCX component availability
Outbound subsystem 13-8 by package license A-6
time changes 13-29 Cisco Unified CCX components 1-1
capabilities Cisco Unified CCX Editor, about 1-3
users 15-2 Cisco Unified CCX Engine
channels about 1-8
provisioning 7-3 Cisco Unified CCX Engine subsystems 1-9
circular resource selection 8-24 Applications 1-9
Cisco Desktop Administration 8-35 Cisco Media 1-9
Cisco IP Agent and Supervisor desktops Core Reporting 1-9
about 1-3 Database 1-9
Cisco Media subsystem eMail 1-9
about 1-9 Enterprise Server 1-10
provisioning 7-23 HTTP 1-10
Cisco Script Application MRCP ASR 1-10
adding 6-2 RmCm 1-10
adding a trigger 6-18 TTS 1-10
Cisco Security Agent Unified CME Telephony 1-10
usage 13-6 Unified CM Telephony 1-10

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 Index

Unified ICME 1-10 architecture 1-6

Cisco Unified CCX platform, about 1-1 cluster manager 1-7
Cisco Unified CCX product family cluster view daemon 1-8
about 1-4 cluster, definition 11-2
Unified CCX 1-5 CMT dialog channels, about 7-23
Unified IP IVR 1-4, 1-9 CMT dialog group
Cisco Unified CCX Server, about 1-2 about 7-23
Cisco Unified CCX supervisor web CMT dialog interactions, about 7-23
interface 15-6
CM Telephony
Cisco Unified CCX user options web Call Control group configuration 18-4
interface 15-9
provider configuration 18-3
Cisco Unified Communications components
triggers 18-4
about 1-2
CM Telephony providers
Cisco IP Agent and Supervisor
desktops 1-3 about 5-9
Cisco Unified CCX Admnistration web configuring 5-9
interface 1-3 CM Telephony subsystem
Cisco Unified CCX Editor 1-3 configuration overview 5-7
Cisco Unified CCX Server 1-2 configuring CM Telephony providers 5-9
Cisco Unified Gateway 1-1 competence level, about 8-10
historical reports database server 1-3 component, definition 11-2
MRCP ASR server 1-3 Computer Telephony Interface
MRCP TTS 1-3 see CTI 1-9
Unified CM 1-2 configuration
Unified CME 1-2 datastore server 1-2
Cisco Unified Communications Manager configuration checklist
Administration
Outbound subsystem 13-16
navigating 2-4
configuration updates
Cisco Unified IP IVR, about 1-9
Outbound subsystem 13-29
cluster
configuring, definition 1-11
active server 1-7

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Configuring Tool for Auto-Registered Phones classpaths for custom classes, steps,
Support (TAPS) 4-2 subsystems 16-5
Contact Service Queues custom file configuration 16-5
about 8-17 custom file configuration (System menu) 10-17
creating 8-18
deleting 8-26
D
modifying 8-24
contacts report 14-14 daily purge schedule
contact summary report about 12-5
Outbound 13-3 configuring 12-5
Core Reporting subsystem, about 1-9 Database
CPU utilization in service 13-6
and VRU scripts 6-26 database
creating campaigns 13-17 maximum connections 9-14
CSQ parameter 18-29
about 1-5 password 9-14
creating 18-14 username 9-14
Outbound percentage 13-30 database connectivity
Outbound subsystem percentage 13-17 polling 9-15
resource based 8-17 Database subsystem
skill based 8-17 about 1-9, 9-2, 9-13
Subsystems menu 18-14 adding JDBC datasource 9-14
CSQ Cisco Unified CCX Stats report 14-25 configuration overview 9-13
CTI configuring 9-12
managing clusters 1-9 defining ODBC datasource 20-5
port device and route point 7-16 supported Enterprise Databases 9-13
CTI Ports datasource, adding 18-28
Unified CME guidelines 5-2 datasource usage report 14-20
custom Daylight Savings Time
see DST 13-15

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db_cra database about 1-9, 9-2, 9-16

area code mapping 13-28 configuring 9-16
default time zone 13-42 enabling campaigns 13-17, 13-41
devices engine tasks report 14-14
by package license A-4 Enterprise Server subsystem, about 1-10
dialing functionality 13-3
dialing lists
F
importing 13-21
dialing mode failover
direct preview 13-3, 13-9 automatic 1-7
dialing prefixes feature, definition 11-3
geographic area 13-16 files
Directory Number adding zip 10-11
associations 4-18 managing for applications 10-1
Directory Number information 5-11, 7-16
do_not_call list
G
national 13-7
document file general properties
unzipping after upload 10-12 Outbound subsystem 13-16, 13-18
documents geographic region
about 10-7 Outbound support 13-7
Do Not Call list grammars
Outbound subsystem 13-7 about 10-5
DST
Outbound subsystem 13-15
H

handling callbacks 13-27

E
Help menu 21-1
eMail subsystem About 21-3

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Contents and Index 21-2 Integrated Service Router

For this Page 21-3 see ISR 1-9
high availability 11-3 international area codes
historical reporting mapping 13-7
client 1-3 invalid number
configuration overview 1-18 handling callbacks 13-28
historical reporting database ISR
configuring daily purge schedule 12-5 Cisco Unified CME integration 8-32, 8-37
configuring database server 12-2 Unified CME integration 1-9
file restore 12-7
purge configuration 12-5
J
historical reports
by package license A-4 JDBC datasource
historical reports database adding 9-14
purging manually 12-6
historical reports database server
K
about 1-3
historical report user capabilities 15-2 keep alive session management 5-2
historical report user privileges 15-5
HTTP subsystem
L
about 1-10, 9-2, 9-10
configuration overview 9-10 LDAP server information (System menu) 11-4
HTTP triggers, adding 6-24 least skilled
by order 8-22
by weight 8-22
I
resource selection 8-22
importing campaigns 13-17 license
importing contacts adding components 1-15, 1-16
dialing lists 13-24 application availability A-2

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Cisco Unified CCX component by weight 8-22

availability A-6 resource selection 8-22
database subsystem 9-12 MRCP ASR
eMail subsystem 9-16 groups configuration 7-31
historical report availability A-4 provider configuration 7-28
HTTP subsystem 9-10 provisioning 7-27
product 7-16 server configuration 7-29
service availability A-4 MRCP ASR server, about 1-3
subsystem availability A-2 MRCP ASR subsystem
trigger availability A-2 about 1-10
triggers 5-11 configuration overview 7-27
Unified ICME subsystem 9-3 provisioning 7-27
linear MRCP TTS
resource selection 8-23 locals configuration 7-39
logout 16-8 provider configuration 7-35
logout (System menu) 11-23 provisioning 7-34
longest available MRCP TTS server, about 1-3
resource selection 8-21, 8-23 MRCP TTS subsystem
about 1-10, 7-34
M provisioning 7-34
multiple time zones 13-42
manage scripts 17-3
managing users 15-2
master service, definition 11-3 N
media channel 7-3 national do_not_call list 13-7, 13-39
missed callback 13-27
navigating
most handled contacts
Cisco Unified Communications Manager
resource selection 8-21, 8-24 Administration 2-4
most skilled nickname 15-12
by order 8-22 node, definition 11-2

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adding spoken name prompt 5-15, 5-16,

O
10-16

ODBC datasource recording 10-14

about 9-13 provisioning, definition 1-10
defining 20-5 provisioning call control groups 7-9
Outbound Provisioning checklist
licensed seat 13-9 Unified CCX subsystem 3-3
Outbound Subsystem provisioning checklist
in service 13-6 telephony and media resources 7-4
Outbound subsystem publisher
Do Not Call list 13-7 cluster manager 1-8
Overall Unified CCX Stats report 14-21 purge configuration
parameters 12-5
purging
P
automatic 12-4
pending records manual 12-5
Outbound subsustem 13-16 purging, manually 12-6
pending state 13-29
plug-ins 20-2
Q
point system for provisioning channels 7-3
product queuing calls
licenses 7-16 with Unified CCX 7-22
product license
database subsystem 9-12
R
eMail subsystem 9-16
HTTP subsystem 9-10 real-time reports
Unified ICME subsystem 9-3 about 14-1
profile, cluster 11-2 application tasks 14-13
prompts application tasks summary 14-13
about 10-2, 10-13 available reports 14-2

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contacts 14-14 assigning to resource groups and skills

individually 8-12
contact summary 14-11
CSQ Cisco Unified CCX Stats 14-25 modifying 18-12

datasource usage 14-20 removing skills from individual

agents 8-16
engine tasks 14-14
resource selection
Overall Unified CCX Stats 14-21
circular 8-24
printing reports 14-6
least skilled 8-22
resetting statistics 14-6, 14-7
least skilled by order 8-22
Resource Unified CCX Stats 14-27, 14-32
least skilled by weight 8-22
running reports 14-5
linear 8-23
sessions 14-20
longest available 8-21, 8-23
setting appearance 14-8
most handled contacts 8-21, 8-24
setting options 14-7
most skilled 8-22
viewing subreports 14-5
most skilled by order 8-22
Refresh All button 2-8
most skilled by weight 8-22
Remote Monitoring application
shortest average handle time 8-21, 8-24
about 6-17
Resource Unified CCX Stats report 14-27, 14-32
provisioning 6-16
resynchronizing
Resource based CSQ 8-17
Cisco JTAPI Client 7-6
resource groups
Unified CM Telephony data 7-7
creating 8-4, 18-13, 18-14
Unified CM Telephony information 7-22
deleting 8-6
Ring-No-Answer application
modifying name 8-5
about 6-9
Resource Manager, about 1-5
provisioning 6-9
Resource pool selection criteria
RmCm provider
between skills and groups 8-26
about 8-2
within a CSQ 8-28
provisioning 8-2
resources
RmCm subsystem
assigning to resource groups and skills in
bulk 8-14 in service 13-6

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RmCm subsystem, about 1-10 handle time 8-21, 8-24

RNA application SIP
about 6-9 router integration 1-9
provisioning 6-9 SIP-based route point 5-2
Skill based CSQ 8-17
skills
S
creating 8-7, 18-16
scheduling callbacks deleting 8-9
Outbound subsystem 13-16 modifying name 8-8
script application removing 18-16
about 6-3 removing from individual agents 8-16
configuration overview 6-3 spoken name prompt
script management 6-26, 17-3 adding 5-15, 5-16, 10-16
script repository 6-3 standby server 11-2, 11-3
scripts standby service, definition 11-3
about 6-25 subscriber
deleting 6-33 cluster manager 1-8
refreshing 6-30 subsystems
renaming 6-32 by package license A-2
viewing or downloading 6-28 Subsystems menu 18-1
scripts, uploading 6-26 Add a New Dialog Control Group 7-24
servers adding HTTP triggers 18-31
active and standy 11-2, 11-3 adding teams 18-18
service, definition 11-3 agent-based routing 18-17
Service Control interface 9-6 assigning skills 18-15
Session Initiation Protocol Cisco Media 18-32
see SIP 1-9 CM Telephony 18-2, 18-8
sessions report 14-20 CM Telephony Call Control group
shortest average configuration 18-4

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CM Telephony provider LDAP Information 11-4

configuration 18-3 logout 11-23, 16-8
CM Telephony triggers configuration 18-4 system parameters 11-5
database configuration 18-27 systems parameters (System menu) 11-5
eMail 18-31
general 18-25
HTTP 18-30 T
MRCP ASR 18-33 team
MRCP TTS 18-35 configuring 8-35
remote monitoring 18-16 creating a team 8-37
resource group 18-13 deleting a team 8-39
resources 18-12 making changtes to agents on a team 8-39
RmCm provider 18-15 Text-to-speech
skills configuration 18-11 see TTS 7-26
teams 18-17 time zone
Unified CCX 18-10 determining local time 13-15
Unified CME Telephony Call Control handling callbacks 13-27
group configuration 18-9
tool bar
Unified CME Telephony provider
configuration 18-8 using 2-7
Unified CME Telephony triggers Tools menu
configuration 18-9 application tasks 14-13
Unified ICME 18-25 application task summary 14-13
VRU scripts 18-26 Clear Contact 14-36
supervisor contacts 14-14
configuring teams 8-35 contact summary report 14-11
supervisor capabilities 15-2 CSQ Unified CCX Stats 14-25
supervisor privileges 15-3 database server configuration 20-10
System menu datasource usage 14-20
about 16-1 engine tasks 14-14
custom file configuration 10-17, 16-5

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file restore 20-12 triggers and applications 6-18

historical reporting 20-10 TTS
Open Printable Report 14-36 default provider 7-36
Options 14-41 overview 7-26
overall Unified CCX Stats 14-21 provisioning 7-34
overview 20-1 VXML applications 7-36
password management 20-17
plug-ins 20-2
U
purge now 20-11
purge schedule 20-11 UNICODE 7-34
real-time reporting 20-3 Unified CCX
real-time snapshot config 20-4 about 1-5
Refresh Connections 14-36 installing agent desktop 15-10
report 14-9 Unified CCX Administration
Reset All Stats 14-35 connecting 2-2
Resource Unified CCX Stats 14-27, 14-32 Unified CCX Agent Desktop, about 1-5
sessions 14-20 Unified CCX components 1-5
Tools 14-35 CSQ 1-5
troubleshooting tips 21-3 Resource Manager 1-5
user configuration 20-11 Unified CCX Agent Desktop 1-5
user management 20-12, 20-13 Unified CCX Enhanced, about 1-5
user management, Name Grammar Unified CCX Enhanced with CTI Option,
Generation 20-14 about 1-5, 1-6
user management, Spoken Name Unified CCX Standard, about 1-5
Upload 20-15 Unified CM
Views 14-37 configure users 4-14, 4-18
Tools meny connecting to web interface 4-13
Settings 14-40 users 15-13
triggers Unified CME
by package license A-2 provisioning 5-1

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users 15-5 configuring Unified CM Telephony

providers 7-7
Unified CME Telephony
Call Control group configuration 18-9 in service 13-6

provider configuration 18-8 provisioning call control groups 7-9

trigger information 5-11 provisioning Unified CM Telephony

trigger 7-16
triggers 18-9
Unified CM Telephony trigger
Unified CME Telephony call control groups
adding 6-21
about 5-10
Unified CM Telephony triggers
provisioning 5-10
using with Unified CCX 7-22
Unified CME Telephony Subsystem
Unified CM User Options page 15-13
license A-3
Unified ICME
Unified CME Telephony subsystem
about 1-10
about 1-10, 5-7
Unified ICME post-routing application
provisioning Unified CME Telephony call
about 6-11
control groups 5-10
provisioning 6-11
provisioning Unified CME Telephony
trigger 5-11 Unified ICME script commands 9-3
Unified CME Telephony trigger Unified ICME subsystem
about 5-11 about 1-10, 9-2, 9-3
adding 6-21 configuration overview 9-3
provisioning 5-11 configuring general Unified ICME
information 9-4
Unified CM Telephony
configuring VRU scripts 9-8
trigger information 7-16
Unified ICME translation-routing application
Unified CM telephony
about 6-14
configuration 7-5
provisioning 6-14
Unified CM Telephony information,
resynchronizing 7-22 Unified IP IVR, about 1-4
Unified CM Telephony subsystem uploading licenses 1-15
about 1-10 uploading scripts 6-26
configuration overview 7-5 user roles 15-1

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users
configuring in Unified CM 4-14, 4-18

virtual agents 4-16

virtual infrastructure 4-16
voice gateways 1-1
VRU scripts
configuring 9-8, 18-27
uploading time 6-26
VXML applications
default TTS provider 7-36

wizards
using 2-8
Wizards menu 19-1
Application 19-1
RmCm 19-3
Wrap-up
license A-4
wrap-up data
usage 8-35

zip files, uploading 10-11

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