Configure Supervisor Across Multiple CUCM Peripherals in UCCE

Introduction

This document describes the procedure to configure supervisors who want to monitor teams across multiple Cisco Unified Call Manager (CUCM) Peripheral Gateways (PG) in an Cisco Unified Contact Center Enterprise (UCCE) environment where there is more than one agent peripheral configured.

Contributed by Poorvi Binaikiya  and Anuj Bhatia, Cisco TAC Engineers

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco Unified Contact Center Enterprise (UCCE)
• Cisco Unified Call Manager (CUCM)

Components Used

The information in this document is based on these software versions:

• Cisco Unified Contact Center Enterprise (UCCE) Release 11.6(x)
• Cisco Contact Center Enterprise(CCE) Admin tool
• CUCM release 11.X

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Assign Supervisor Role to Agent Problem

In UCCE 11.6 , by default administrators can no longer use the configuration manager tool to select a person that already exists and assign it as a supervisor or agent when a person is already assigned to another supervisor or agent.  The error which tool generates is "The user is already a Supervisor".

This issue is documented and tracked in this defect  CSCvf89574  Person configuration support lack for Multiple Supervisors. The resolution in the form of patch can be downloaded from the link:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/ucce_b_unified-contact-center-enterprise-engineering/ucce_b_unified-contact-center-enterprise-engineering_chapter_0100.html

After the patch installation administrator's tend to use these steps to configure supervisor to monitor teams across two peripheral's which always ends up in database update failure error.

For example on peripheral PG1,  an agent is configured with login name b.XXXX@domain.com and is selected a supervisor, as shown in the image.

On peripheral PG2 if administrator wishes to build an agent with same details it fails with the error "LoginName is already defined , Data location: Person", as shown in the image.

Solution

In order to workaround this scenario, here is an example on how to configure the supervisor who can monitor teams across both peripherals.

Step 1. On peripherl PG1, configure and agent with login name b.XXXX@domain.com and make it as a supervisor, as shown in the image.

Step 2. On peripheral PG2, instead of manually add the user with same login name, on the agent tab, click on Select Person option, choose the desired agent and mark it as the supervisor.

This way supervisor with same login name will be able to now monitor teams from both PG's.

Note: This supervisor which now has been associated to more than one person will not be able to use Manage User site in CCEAdmin. When the supervisor tries to use this option, an "Internal Server Error"  is generated 

This is a limitation of UCCE admin page. This limitation is tracked in this defect CSCvm37836 - Update workaround for CSCvf89574 in the ES Readme.

The workaround for this limitation is to use the Cisco Unified Contact Center Management Portal (CCMP) tool instead of the CCEAdmin tool.