The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.
This initial configuration brings the contact center to the point where a complete call flow is possible. The configured system will process information about incoming calls, perform call routing, and enable call handling.
| Task | See |
|---|---|
| Set Deployment Type in Unified CCE Administration Configuration |
Set Deployment Type in Unified CCE Administration Configuration |
| Configure Cisco Unified Contact Center Enterprise | Configure Cisco Unified Contact Center Enterprise |
| Configure Cisco Unified Intelligence Center | Configure Cisco Unified Intelligence Center |
| Configure Cisco Unified Customer Voice Portal | Configure Cisco Unified Customer Voice Portal |
| Configure Cisco Unified Communications Manager | Configure Cisco Unified Communications Manager |
| Configure Cisco Finesse | Configure Cisco Finesse |
In this release,Unified CCE defaults to providing user privileges by memberships to local user groups on local machines. This technique moves authorization out of Active Directory. However, it requires a one-time task on each local machine to grant the required permissions.
 Note |
You can use the ADSecurityGroupUpdate registry key to choose between the new default behavior and the previous behavior. For more information, see the chapter on solution security in the Solution Design Guide. |
Before using the Configuration Manager tool, configure the required registry and folder permissions for the UcceConfig group.
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Step 1 |
Run the regedit.exe utility. |
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Step 2 |
Select HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM. |
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Step 3 |
Right-click and select Permissions. |
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Step 4 |
If necessary, add UcceConfig in Group or user names. |
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Step 5 |
Select UcceConfig and check Allow for the Full Control option. |
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Step 6 |
Click OK to save the change. |
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Step 7 |
Repeat the previous steps to grant Full Control to the UcceConfig group for HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Cisco Systems, Inc.\ICM. |
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Step 8 |
Repeat the previous steps to grant Full Control to the UcceConfig group for HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\WinSock2.
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UcceConfig group members.
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In SQL Management Studio, do the following:
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Note |
SQL login account |
Grant the required folder permissions to the UcceConfig group on the local machine.
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Step 1 |
In Windows Explorer, select <ICM install directory>\icm. |
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Step 2 |
Right-click and select Properties. |
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Step 3 |
On the Security tab, select UcceConfig and check Allow for the Full Control option. |
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Step 4 |
Click OK to save the change. |
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Step 5 |
Repeat the previous steps to grant Full Control to the UcceConfig group for <SystemDrive>:\temp. |
To establish secure connection between a client and a server, use one of the following security certificates:
You can configure individual records, or you can use the Bulk Configuration tool to configure multiple records at one time. Bulk configuration is available for the following:
Agents
Call types
Dialed number plans
Dialed numbers
Labels
Network trunk groups
Network VRU scripts
Peripheral targets
Persons
Regions
Region prefixes
Routes
Trunks
Trunk groups
Scheduled targets
Services
Skill groups
VRU port maps
You perform all Unified CCE configuration tasks using the Configuration Manager tool, which is installed with the Unified CCE software.
From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools.
Double-click the Configuration Manager icon.
You must establish Media Routing Domains (MRD) for each media type that your Unified CCE System supports. A Voice MRD is installed by default with Unified CCE. You need to create MRDs for other media such as chat, email, and tasks. Additionally, if you are using Cisco Enterprise Chat and Email (ECE), you need to create media classes for ECE chat and email.
If you are configuring Media Routing Domains for ECE, see the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise for complete instructions, at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html.
Important |
If you are configuring a Media Routing Domain for Task Routing with third-party multichannel applications, do not use this procedure. See the Cisco Unified Contact Center Enterprise Features Guide for instructions, at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html. |
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Step 1 |
Start the Configuration Manager and select . |
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Step 2 |
Click Retrieve and then click Add. The Attributes tab appears. |
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Step 3 |
On the Attributes tab, provide values for the following fields: Name. Enter the enterprise name of the MRD. Media Class. Use the drop-down list to select the media class for the integrated application. Max Time in queue. The default maximum queue time for calls in queue is one hour. To override this default, modify the value of the Max Time In queue field. The MR domain ID is automatically generated when you save the MRD. |
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Step 4 |
After completing the required fields, click Save. |
Repeat this procedure to add an MRD for each media class that your system supports.
For the Unified CCE, the Network Trunk Group is the placeholder in the Unified CCE database for the trunk group; it performs no other function.
Use the Unified CCE System PG, you must create one Network Trunk Group for each Unified CCE System PG peripheral.
Do not use the Unified CCE System PG, you must create two Network Trunk Groups—one for the Unified Communications Manager and one for the Unified CVP or Unified IP IVR. If you are deploying the Unified CVP, create one Network Trunk Group per CVP Server.
A Unified CCE Trunk Group is a collection of trunks associated with a single peripheral and usually used for a common purpose. For the Unified CCE, the trunk groups for VRU peripherals are used primarily as a place holder in the Unified CCE database.
Create a trunk group for each Unified Communications Manager peripheral and a trunk group for each Unified IP IVR application. If you are deploying Unified CVP, you must create two trunk groups for each Unified CVP Server that match the Group Numbers configured in Unified CVP Application Administration. For Unified IP IVR, the trunk group peripheral number in the Unified CCE must match the CTI Port Group ID on Unified IP IVR.
To configure a Network Trunk Group (and the trunk group under it):
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Step 1 |
From the Configuration Manager, choose . The ICM Network Trunk Group Explorer dialog box opens. |
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Step 2 |
Click Retrieve. |
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Step 3 |
Click Add Network Trunk Group. The Network Trunk Group tab opens. |
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Step 4 |
Add a unique name for the Network Trunk Group and an appropriate description. |
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Step 5 |
Click Add Trunk Group to add a trunk group. |
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Step 6 |
Complete these fields: Peripheral. Select the peripheral to which the trunk group is associated.
Peripheral Name. Enter the name of the trunk group as understood by the peripheral. This name must be unique among all trunk groups associated with the peripheral. Name. Enter the enterprise name of the trunk group. The Unified CCE forms a default for this name using the entries from the Peripheral and Peripheral Name fields. Extension. Leave this field blank. Trunk Count. Select Use Trunk Data. When you specify Use Trunk Data, the system software determines the trunk count dynamically by counting the associated records in the Trunk table. Configuration Parameters. Leave this field blank. Description. Enter an optional description. |
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Step 7 |
To add trunks to the trunk group, click Add Trunk. |
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Step 8 |
Add trunks as desired. |
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Step 9 |
Click Save and then click Close. |
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Step 10 |
Repeat these steps to create all necessary trunk groups. |
The Network VRU Bank allows load balancing across multiple VRUs to occur and eliminates the need for complex translation-route configuration.
Configure a Network VRU Bank, only if your deployment uses the Unified CCE System PG.
Do this after you configure the following:
Network VRU
Network Trunk Group
All other trunk groups
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Step 1 |
From the Configuration Manager, choose . The Network VRU Explorer dialog box opens. |
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Step 2 |
Click Retrieve and select your Network VRU. |
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Step 3 |
Select the Network VRU Bank tab and click Add. The Select Trunk Group dialog box opens, displaying the all trunk groups configured on all Unified CCE System PG peripherals. |
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Step 4 |
Select the trunk group associated with the translation routing group on your Unified IP IVR. Make the appropriate trunk group selection for each Unified IP IVR in your deployment. |
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Step 5 |
Click OK. |
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Step 6 |
Click Add Label to add a label for the Network VRU Bank. The label must be the CTI Route Point trigger for the Translation-Routing application on the Unified IP IVR. By default, in the Label tab, the first field shows the selected Network VRU, not the Network VRU Bank:
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If Network VRU Bank labels are available, the Router uses them when it balances the load between the Unified IP IVRs. If the Router cannot find an eligible Network VRU Bank labels, it uses the Network VRU label.
A service refers to a type of processing that a caller requires. For example, separate services might be defined for Sales, Support, or Accounts Payable. Services are often associated with a peripheral, and are sometimes referred to as peripheral services. An agent is assigned one or more skills that in turn is associated with services. Routing to a Unified CCE service effectively targets an agent assigned to a Unified CCE skill group associated with the Unified CCE service.
Services on the Unified CCE correspond to CTI Route Points on Unified Communications Manager.
Note |
On Unified CCE systems that interface with Unified CVP systems, you must configure two services with Peripheral Numbers of 1 and 2. However, outside of these services the preferred method of defining Unified CCE routable tasks is by defining call types. For the two Unified CVP services, you do not need to configure Service Members, Routes, Peripheral Targets, or Labels. |
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Step 1 |
From the Configuration Manager menu, choose . The Service Explorer dialog box opens. |
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Step 2 |
Select the peripheral for which you want to create a service and click Retrieve. |
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Step 3 |
Click Add Service. |
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Step 4 |
On the Service tab, enter the following: The Media Routing Domain associated with the service. Peripheral Number. Enter the number for the service on the peripheral. This field must be unique for all services for the peripheral, but not necessarily across all peripherals. If you are deploying the Unified CVP, enter 1 for the first service and 2 for the second service. Peripheral Name. Enter a name that describes the service. Enterprise Name. Enter an enterprise name for the service. This name must be unique among all the services in the enterprise. If you do not enter a value, this name is autogenerated. Config Param. Not used for the Unified CCE. Description. Enter any additional information about the service. Service Level Type. Indicates how the Unified CCE calculates the service level for the service. You can choose to omit abandoned calls from the calculation, treat them as having exceeded the threshold (negative impact on service level), or treat them as answered calls (positive impact on service level). You can also choose to use the default specified for the peripheral. Service Level Threshold. Enter the time in seconds, for the service level. The Unified CCE tracks the percentage of calls answered within this threshold. If this field is negative, the value of the default for the peripheral is used. |
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Step 5 |
On the Advanced tab, enter the following: Peripheral Service Level. Indicates the type of service level calculation that the peripheral performs for this service. This setting has no effect because the PG does not report a peripheral service level. Schedule name. Identifies an imported schedule associated with the service. Extension. If you are deploying Outbound Option, enter the extension to associate with this service. This corresponds to a CTI Route Point defined in Unified Communications Manager and is associated with the PG User. |
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Step 6 |
On the Service Members tab, select skill groups to associate with this service. |
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Step 7 |
Click Apply. |
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Step 8 |
Repeat this procedure to add any other services. |
The dialed number (DN) is the number that the caller dials to start the call and identifies the Unified CCE routing script to run. Set dialed numbers for ring no answer, dialed number plan entries, and for Supervisor/emergency calls.
For Unified Communications Manager to generate a route request to the Unified CCE, the cluster associates the DN with a CTI Route Point for the Unified CCE JTAPI User. Configure the DN in the Unified CCE. After the Unified CCE receives the route request with the DN, that DN is mapped to a Unified CCE Call type, which is then mapped to a Unified CCE routing script.
Note |
You cannot use the DN for a CTI Route Point on a different CTI Route Point in another partition. Ensure that DNs are unique across all CTI Route Points on all partitions. |
Unified CCE generates a unique value for the Label Name list after you configure a dialed number.
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Step 1 |
From the Configuration Manager, choose . The Dialed Number/Script Selector List dialog box opens. |
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Step 2 |
Click Retrieve and then click Add. The Attributes tab displays. |
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Step 3 |
In the Attributes tab, enter values in the following fields: Routing client. Choose the enterprise name of the routing client associated with this dialed number. After you select a routing client and save to the database, this field becomes read only. Media Routing Domain. The media routing domain associated with the selected dialed number or script selector. Dialed number string. Enter the string value that the routing client passes to the Unified CCE for this dialed number (for example: 8005551212). Name. Enter the enterprise name for the dialed number. This name must be unique among all dialed numbers in the system. If you do not enter a value, the name is autogenerated. Customer. Use the drop-down list to select the customer (Unified CCE instance) associated with the dialed number. Default label. Choose the name of the default label for this dialed number. The label must have been previously defined for it to be in the selection list. Use the Label List tool in the Configuration Manager to define labels. If the Unified CCE fails to determine a target for the call within the routing client's time-out threshold, then the default label for the dialed number is used. Description. Enter a description for the dialed number. Permit application routing. If you intend to route calls from a parent system to this dialed number, check this dialog box. Reserved by IVR. For VRU dialed numbers, check this box. This setting prevents the CallManager PIM from trying to exert control on the calls arriving on these Route Points. |
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Step 4 |
On the DN Mapping tab, as desired, click Add to specify a call type and other dialing information to associate with this dialed number. |
|
Step 5 |
Click Save to enter the dialed number information. |
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Step 6 |
Repeat this procedure for any additional dialed numbers. |
A call type is a category of Unified CCE routable task. Each call type has a schedule that determines which routing script or scripts are active for that call type at any time.
There are two classes of call types:
Voice (phone calls). Voice call types are categorized by the dialed number (DN), caller-entered digits (CED), and calling line ID (CLID). The CED and CLID can be optional, depending on the call.
Non-voice (email and text chat). Non-voice call types are categorized by the Script Type Selector, Application String 1, and Application String 2. Application String 1 and Application String 2 can be optional, depending on the application.
To facilitate Unified CCE reporting, it is good practice to create separate call types for VRU applications and queuing applications.
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Step 1 |
From the Configuration Manager, select . The Call Type List dialog box opens. |
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Step 2 |
Click Retrieve and then click Add. The Attributes tab appears. |
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Step 3 |
In the Attributes tab, enter values for the following fields: Name. Enter an enterprise name for the call type. This name must be unique among call types in the system. Customer. Choose the customer (Unified CCE Instance) from the drop-down list. Service level threshold. The service level threshold is the target maximum time that a caller spends in a queue before being connected to an agent. When you set up a peripheral, you specify a default service level threshold for all services associated with that peripheral. If you enter a negative number, the service level threshold from the Peripheral table is used. This field is prepopulated with the default service level threshold for this peripheral and grayed out. If you wish to override this default, check the Override System Information Default check box to the right of this field and enter a different value. You can also set the Service Level in the Configuration Manager with the System Information tool. When the service level is defined with the Call Type tool, this setting overrides a setting made with the System Information tool. If service level is not defined with the Call Type tool, but is defined with the System Information tool, the Unified CCE uses the System Information setting. Service level type. Indicates how the system software calculates the service level for the service. The default is the level specified for the associated peripheral. To set a different level type, check the Override System Information Default check box and select the type you want from the selection box. Bucket Intervals. Indicates the Bucket Intervals setting for the call type. Bucket intervals are defined with the Bucket Intervals List tool. If you wish to override the defined default, check the Override System Information Default check box and select a different Bucket Intervals setting. Description. Enter an optional description of the call type. |
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Step 4 |
Click Save to enter the call type information. |
Repeat this procedure to add additional call types.
Expanded Call Context (ECC) variables are variables that you define and enable in the Configuration Manager to store values for a call. You can specify the variable name and data type. The name must begin with the string "user." ECC variables are in addition to the variables the system software defines for each call (PeripheralVariable1 through PeripheralVariable10, CallerEnteredDigits, CallingLineID, and so on).
An ECC variable name can be up to 33 bytes long (1–32 usable characters). Use the following naming convention when creating an ECC variable:
user.<CompanyName>.<VariableDescription>
In this syntax:
<CompanyName> is the name of your company.
<VariableDescription> is a descriptive tag for the variable.
For example:
user.Cisco.AcctNum
Using this naming convention prevents naming conflicts with any third-party applications that interface with the system software.
Note |
For a large corporation, you can break <VariableDescription> down to include the Business Unit, Division, or other organizational entities. |
ECC variables follow these size rules:
An ECC variable can be either a scalar variable or an array element, each with a maximum length of 210 bytes.
Note |
Array types are not supported for an agent request. |
The maximum number of elements in an array is 255.
The maximum buffer size for each scalar variable = 5 + the maximum variable length. The 5 bytes includes 4 bytes to tag the variable and 1 byte for the null terminator.
The maximum buffer size for each array = 5 + (1 + the maximum length of an array element) * (the maximum elements in the array). There is a null terminator for each element, and a null terminator for the array as a whole.
You pass ECC variables in an ECC payload which has a 2000-byte limit. The total sum of all the maximum buffer sizes for each variable and each array in one ECC payload cannot exceed 2000 bytes.
For example, if you intended to use the following:
A scalar ECC variable with a maximum length of 100 bytes
A scalar ECC variable with a maximum length of 80 bytes
An ECC array with a maximum of 9 elements with each element having a maximum length of 200 bytes
Totaled the buffer size is: (5+100) + (5+80) + (5 + (1+200)*9) = 2004. Because this size is too large, you must change the length of one of the scalar ECC variables or the length of the array ECC variables.
For Web Callback and Delayed Callback to work properly, an ECC variable (also known as a named variable) must be defined. The Cisco CTI driver supports the use of ECC variables in addition to the standard call variables associated with a call. Before an ECC variable can be used, it must be defined in the Unified CCE ECC variable database table.
ECC variables must be configured in Configuration Manager's Expanded Call Variable List tool (for each integrated application) to route requests using the voice Media Routing Domain.
For Voice MRDs with Collaboration, the ECC variables are:
user.ewm.activity.id
user.ewm.customer.name
Before configuring ECC variables, validate the total size of the ECC variables against the following rules and limits:
Because the total size of the buffer used to store the variables in CTI Server internally is 2500 bytes, the total sum of all the maximum buffer sizes for each scalar variable and arrays must be no greater than 2500.
The maximum buffer size for each scalar variable = 4 + length of the ECC name + the maximum length of the variable where the 4 bytes includes a 1 byte tag, 1 byte to define the length, and 2 terminating NULL characters.
The maximum buffer size for each array = (5 + length of the ECC name + the maximum length of array element) * (the maximum number of elements in the array) where the 5 bytes includes a 1 byte tag, 1 byte to define the length, 1 byte for the array index, and 2 terminating NULL characters.
For example, if you intend to use one scalar ECC variable with a maximum length of 100 bytes named user.var, one scalar ECC variable with a maximum length of 80 bytes named user.vartwo, and an ECC array named user.varthree with a maximum of 9 elements with each element having a maximum length of 200 bytes, the buffer size would be:
(4+8+100) + (4+11+80) + ((5 + 13 + 200)*9)) = 2169
where 8 is the length of user.var, 11 is the length of user.vartwo and 13 is the length of user.varthree.
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Step 1 |
Within the Configuration Manager, double-click . The System Information window appears. |
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Step 2 |
Select the Expanded call context enabled check box. |
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Step 3 |
Click Save to apply your changes. |
|
Step 1 |
Within the Configuration Manager, double-click . The Expanded Call Variable List window appears. |
|
Step 2 |
Click Retrieve to enable adding ECC variables. |
|
Step 3 |
Click Add. The Attributes property tab appears. |
|
Step 4 |
Complete the Attributes property tab. See the List Tools Online Help for details on the Attributes property tab. |
|
Step 5 |
Click Save to apply your changes. |
If you change the configuration of any ECC variable with the Expanded Call Variable List tool, restart the Unified CVP Call Server or VRU PIM to force a renegotiation of the ECC variables.
Before you can use the new ECC variable, you must add it to an ECC payload.
Note |
If your solution only has a Default payload, the solution automatically adds any new ECC variables to the Default payload until it reaches the 2000-byte limit. |
You can create and modify ECC payloads in the Expanded Call Variable Payload List tool.
Note |
The tool checks that the ECC payload does not exceed the 2000-byte limit only when you save your changes. The counters on the Members tab only show what the current size is with all the selected members. They are only informational and do not enforce the limit. The limit is enforced when you attempt to save the changes. |
To define an ECC payload, you create the ECC payload and then add its members.
|
Step 1 |
In the Configuration Manager, open . The ECC Payload List window appears. |
|
Step 2 |
Click Retrieve to enable adding ECC payloads. |
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Step 3 |
Click Add. The Attributes property tab appears. |
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Step 4 |
Complete the Attributes property tab. See the List Tools Online Help for details on the Attributes property tab. |
|
Step 5 |
On the Members tab, click Add. A dialog box listing all the existing ECC variables appears. |
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Step 6 |
Select the members for your ECC payload and click OK. Watch that the ECC Variable Size counter does not exceed 2000 bytes. For ECC payloads that go to CTI clients, watch that the CTI Message Size counter does not exceed 2500 bytes. |
|
Step 7 |
Click Save to apply your changes. |
You can also create global user variables; for example, you can create a user variable called usertemp to serve as a temporary storage area for a string value used by an If node.
After you have defined a user variable, you can then use the Script Editor Formula Editor to access the variable and reference it in expressions, just as you would with a "built-in" variable.
Each user variable must:
Have a name that begins with user.
Note |
This name cannot contain the dot/period (.) character. |
Be associated with an object type, for example, Service. (This enables the system software to maintain an instance of that variable for each object of that type in the system.)
Be checked as persistent. A persistent variable maintians its value between script invocations. This allows you to set the variable in one script and reference later in another script.
Note |
Because these variables may be persisted, do not use User Variables to store sensitive information belonging to the customer or company. Using these variables to store confidential information could lead to violation of security standards, such as PCI, the Common Criteria, HIPAA, or FIPS 140-2. |
A user variable can store a value up to 40 characters long.
|
Step 1 |
Within the Configuration Manager, select . The User Variable List window appears. |
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|
Step 2 |
In the User Variable List window, click Retrieve to enable Add. |
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|
Step 3 |
Click Add. The Attributes property tab appears. |
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|
Step 4 |
Complete the Attributes property tab.
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|
Step 5 |
Click Save to apply your changes. |
All Unified CCE agents must have a Person record. When you create an Agent record, you can associate the record with an existing Person record. If you do not associate the Agent record with an existing Person record, a new Person record is automatically created when you create the agent.
To configure a Person record before configuring an agent, complete the following steps:
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Step 1 |
From the Configuration Manager, choose . |
|
Step 2 |
Click Retrieve and then click Add. |
|
Step 3 |
in the Attributes tab, enter information in the following fields: First Name. Enter the person's first name. Last Name. Enter the person's last name. Login Name. Enter the person's login name. Password. Enter a password for the person. Enable Logins. Check this check box. |
|
Step 4 |
Click Save and then click Close. |
|
Step 5 |
Repeat this procedure to add additional Person records. |
|
Step 1 |
Select . |
|
Step 2 |
Select the peripheral you want associated with the agent from the drop-down list and click Retrieve. |
|
Step 3 |
Click Add Agent to display the Agent configuration tab. |
|
Step 4 |
In the Agent tab, enter information in the following fields: Last Name. Enter the agent's last name. First Name. Enter the agent's first name. Login Name. Enter the name the agent uses to login. This name must be unique in the enterprise. Password. Enter the agent's password. This password is validated during the agent login process. Login Enabled. Check this check box if you want the enable the agent to login. Select Person. Click this button to select a person to associate with the agent record. You can select a person for a new agent, an existing agent, or a temporary agent. Enterprise Name. Enter an enterprise name for the agent that is unique within the enterprise. The default is a combination of the peripheral name with the agent's first and last name. Peripheral Name. Enter a name for the agent as known to the peripheral. Peripheral Number. Enter the agent's login ID. This number identifies the agent to the peripheral. This number needs to be unique among all agents for the peripheral, but does not need to be unique across all peripherals. Agent IDs can be up to eleven digits long. The first digit in the ID must be 1 through 9. It cannot be 0. Also, this number cannot be the same as the extensions on the Unified Communications Manager cluster for this agent. Finally, the ID can not exceed the extension length specified in the Unified Communications Manager Peripheral Gateway Setup |
|
Step 5 |
Click the Advanced tab and enter information in the following fields: Desk Setting. Use the drop-down list to select the desktop settings to be associated with the agent. If you do not make a selection, the Unified CCE applies the default desk settings defined for the peripheral. ConfigParam. Use this field to enter any specific configuration parameters that may be required. Make entries in this field only if instructed to do so by your Cisco support representative. Description. Enter any other information you want about the agent. Agent State Trace. Select to enable the agent's state trace control. When enabled, the Unified CCE records every state transition made by the agent. |
|
Step 6 |
Click Save. |
|
Step 7 |
Repeat this procedure to configure additional agents. |
Agent Desk Settings associate a set of permissions or characteristics with specific agents. The settings are comparable to Class of Service settings on a PBX or ACD. Desk settings are associated with an agent when you configure the agent. The desk settings are global in scope and you can apply them to any configured agent on any peripheral within a Unified CCE configuration.
Agent Desk Settings provide a profile that specifies parameters such as whether auto-answer is enabled, how long to wait before rerouting a call for Ring No Answer, what DN to use in the rerouting, and whether reason codes are needed for logging out and going not-ready. You must associate each agent with an agent desk setting profile in the Unified CCE configuration. A single agent desk setting profile can be shared by many agents. Changes made to an agent's desk setting profile while the agent is logged in are not activated until the agent logs out and logs in again.
If Agent Desk Settings are not associated with an agent, the agent is assigned the peripheral default settings, which depend on the peripheral to which the agent is assigned.
When you configure Agent Desk Settings, you specify the amount of non-active time after which an agent is automatically logged out, whether wrap up is required following incoming and outbound calls, the amount of time allocated for wrap up, and the method used for assist and emergency calls. You also specify settings for the Ring No Answer feature.
The Ring No Answer feature, configured in Agent Desk Settings, ensures that when an agent does not answer a call, the call is taken away from the agent after a specified number of seconds and re-assigned to another agent or requeued.
When a call is routed to an agent but the agent fails to answer the call within a configurable amount of time, the Unified Communications Manager PIM for the agent who did not answer changes that agent's state to not ready (so that the agent does not get more calls) and launches a route request to find another agent. Any call data is preserved and popped onto the next agent's desktop. If no agent is available, the call can be sent back to the Unified IP IVR for queuing treatment again. Again, all call data is preserved. The routing script for this RONA treatment should set the call priority to "high" so that the next available agent is selected for this caller. In the agent desk settings, you can set the RONA timer and the DN used to specify a unique call type and routing script for RONA treatment.
This feature behaves and is configured differently depending on whether you deploy the Unified CVP or Unified IP IVR in the Unified CCE System.
Note |
The Dialed Number for Ring No Answer is peripheral-specific. Therefore, each Unified Communications Manager PG in your deployment must have its own set of Agent Desk Settings configured for it; you cannot use a particular desk setting across peripherals. |
For Unified CCE systems in which you deploy the Unified IP IVR, the Ring No Answer feature ensures that when an agent does not answer a call the following applies:
The call is taken away from that agent after ringing for a configurable number of seconds and is rerouted to a different agent or placed in queue.
The state of the agent who did not answer the call is changed to "Not Ready."
Reroute a call on Ring No Answer works as follows for Unified IP IVR:
A routing script connects the call to an agent.
If the agent does not answer the phone within the Ring No Answer time set in Agent Desk Settings, the Unified Communications Manager changes the agent's state to "Not Ready" and post routes the call to Unified CCE.
The Unified CCE Router runs a routing script using the dialed number specified in the agent desk setting record. The routing script associated with the DN typically looks for another agent and routes the call to that new agent.
If no agents are available, the call typically is translation routed or queued to the VRU, or sent to some other queue point. Queuing treatment is restarted.
Note |
Give the call the highest priority in the queue so that the call is routed to the next available agent. |
Any call data is preserved to be popped onto the agent screen. In addition, a flag is set in the database so that Unified CCE can report on all of the occurrences of Ring No Answer.
For Unified CCE systems in which you deploy the Unified CVP, the Unified Communications Manager does not control the Unified CVP and cannot send an unanswered call back to the Unified CVP for re-queuing. You configure the Ring No Answer feature to only make the agent "Not Ready" when they do not answer a call, and use the Unified CVP Router Requery feature to re-queue the call.
As of Release 9.0, the Unified CVP deployment no longer requires that you configure the RNA timer on both sides (Unified CVP and Unified CCE); configure Ring No Answer (RNA) timeout only in Unified CVP. This removes the requirement to manually align the relevant Unified CVP and Unified CCE timer configuration. To configure RNA timeout in Unified CVP, see the Patterns for RNA timeout on outbound SIP calls section in the Unified CVP OAMP console.
Reroute a call on Ring No Answer works as follows for Unified CVP:
A routing script connects the call to an agent by sending a connect message to the Unified CVP. The script node should have Enable Target Requery enabled. To enable this, edit the node, select Change and check the Enable Target Requery check box.
The agent's phone rings.
If the phone is not answered (either via the agent desktop or physically going off-hook) within the Ring No Answer time set in Agent Desk Settings, Unified CCE makes the agent unavailable, but does not actually change the agent state to Not Ready until the call is redirected.
When the Unified CVP Ring No Answer timeout expires, the Unified CVP sends an EventReport=No Answer message to the Router instructing it to select another target according to the routing script and send a Connect message to Unified CVP. The target might be another agent or a VRU label to requeue the call.
Note |
Give the call the highest priority in the queue so that the call is routed to the next available agent. |
Any call data is preserved to be popped onto the second agent screen.
Note |
In addition, a flag is set in the database so that Unified CCE can report on all of the occurrences of Ring No Answer. |
When the call is redirected from the original agent, the agent's state changes to "Not Ready."
|
Step 1 |
From the AW server, open Configuration Manager, choose . The Agent Desk Settings List dialog box opens. |
||
|
Step 2 |
Click Retrieve and then Click Add. |
||
|
Step 3 |
Fill in the Attributes tab information: Name. Enter a name for the agent desk settings that is unique within the enterprise. Ring No Answer Time. Enter the number of seconds (between 1 and 120) that a call may ring at the agent's station. If you are deploying the Unified CVP, make sure this number is less than the number set for the No Answer Timeout for Router Requery that you set in the Unified CVP. If you configure this timer, you do not need to configure the Unified Communications Manager Call Forward on No Answer for agent extensions in the Unified Communications Manager, unless you want them to be used when the agent is not logged in. If you set the Unified Communications Manager Call Forward No Answer time, enter a value at least 3 seconds higher than the Ring No Answer Time on each Unified Communications Manager node. Ring no answer dialed number. Enter the Unified CCE DN associated with the routing script that you want to use to reroute a call that an agent has not answered. If you are deploying the Unified CVP, leave this field blank. Logout non-activity Time. Enter the number of seconds (between 10 and 7200) in which the agent can remain in Not Ready state before Unified CCE automatically logs out the agent. Work Mode on Incoming. Select whether wrap-up is required following an incoming call. Select an option from the drop-down list. Work Mode on Outgoing. Select whether wrap-up is required following an outgoing call. Select an option from the drop-down list. Wrap Up Time. Enter the amount of time, in seconds, allocated to an agent to wrap up a call. Assist Call Method. Select whether Unified CCE creates a consultative call or a blind conference call for a supervisor assistance request. Emergency Alert Method. Select whether the Unified CCE creates a consultative call or a blind conference call for an emergency call request. Blind conference is not supported if the call may queue on a VRU. Description. Enter additional optional information about the agent desk settings. |
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|
Step 4 |
Use the following boxes to select or de-select miscellaneous settings: Auto-answer. Indicates whether calls to the agent are automatically answered. The agent is not required to take any action to answer the call. If a second call comes in while a call is in progress, the call is not automatically answered. This is the same behavior as with Unified Communications Manager. If you enable auto-answer, you must also configure the agent phone in Unified Communications Manager to turn the speakerphone or headset (or both) to ON. If you turn only the headset to ON, the agent must also turn the phone headset button to ON. In a multi-line enabled environment with auto-answer selected, if you are on a call on your non-ACD line, the call will not auto-answer. However, if you turn on Unified Communications Manager Auto Answer, the call will answer. Idle Reason Required. Indicates whether an agent is required to enter a reason before entering the Idle state. Logout Reason Required. Indicates whether an agent is required to enter a reason before logging out. Auto Record on Emergency. Indicates in a record request is automatically sent when an emergency call request starts. Cisco Unified Mobile Agent (check box). Enables the Unified Mobile Agent feature so that the agent can log in remotely and take calls from any phone. For more information about the Unified Mobile Agent, see the Cisco Unified Contact Center Enterprise Features Guide at https://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_feature_guides_list.html. |
||
|
Step 5 |
Click Save and then click Close.
|
If you define an agent as a supervisor:
If single sign-on is disabled either globally or for the agent you want to designate as a supervisor, the supervisor must have an Active Directory account. If the supervisor does not have an Active Directory account, the designation fails.
If single sign-on is enabled either globally or for the agent you want to designate as a supervisor, you must enter the individual's name in the format that your identity provider requires.
To create an agent who is a supervisor:
|
Step 1 |
In the Configuration Manager menu, select . The Agent Explorer window appears. |
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|
Step 2 |
In the Select filter data box, select the peripheral with which the agent is to associated and click Retrieve. This enables the Add Agent button. |
||
|
Step 3 |
Click Add Agent.
|
||
|
Step 4 |
In the property tabs on the right side of the window, enter the appropriate property values. Use the Agent Tab to define the agent and designate the agent as a supervisor. Use the Skill Group Membership Tab to map the agent to any skill groups. (See the Configuration Manager online help for more information.)
|
||
|
Step 5 |
When finished, click Save. |
You can group individual agents into agent teams that supervisors can manage. Agent teams are assigned to specific peripherals, so you must assign all agents of a given team to the same peripheral. You assign agents individually to agent teams.
When configuring agent teams, be aware of the following rules:
An agent can be a member of only one agent team.
An agent team can have only one Primary Supervisor.
A supervisor can be a supervisor of any number of agent teams.
A supervisor for an agent team can also be a member of that agent team.
All agents belonging to an agent team and all supervisors for that agent team must be on the same peripheral.
For more information on team limits, see the appendix on system requirements in the Solution Design Guide for Cisco Unified Contact Center Enterprise at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.
|
Step 1 |
From the Configuration Manager, select . |
|
Step 2 |
Click Retrieve and then Add to add a new agent team. |
|
Step 3 |
Click the Attributes tab and enter values in the following fields: Name. Enter an enterprise name for the agent team that is unique within the enterprise. Peripheral: Enter the name of the agent team peripheral. You can select the name from the drop-down list. Supervisor Script Dialed Number: Select a dialed number for the agent team from the drop-down list. If you have not created a supervisor script, select the default, "none". When you create the script, return to this screen and enter the dialed number for the script. Description: Enter additional information about the agent team. |
|
Step 4 |
Click the Members tab and click Add. |
|
Step 5 |
Choose the agents that you to assign to the team and click OK. |
|
Step 6 |
Click the Supervisor tab and choose the supervisor from the Primary Supervisor drop-down list. |
|
Step 7 |
To add a secondary supervisor, click the Add button and select a secondary supervisor from the list. Click OK. |
|
Step 8 |
Click Save and then click Close. |
Use the Configuration Manager tool to configure Network VRUs.
After you configure a Network VRU and VRU scripts, you can use the Script Editor to write a routing script to send a call to the VRU and invoke a specific VRU script.
See Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_user_guide_list.html for more information.
|
Step 1 |
Within the Configuration Manager, select . The Network VRU Explorer window appears. |
|
Step 2 |
In the Network VRU Explorer window, click Retrieve to enable Add Network VRU . |
|
Step 3 |
Click Add Network VRU. The Network VRU property tab appears. |
|
Step 4 |
Complete the Network VRU property tab. The Name and Type fields are required. All other fields are optional. The ECC Payload field provides the name of the ECC payload that has scope for interactions with this network VRU. For additional information refer to the Online Help. |
|
Step 5 |
Click Save to apply your changes. |
You must associate all VRU Types (except Type 6) with a Network VRU label.
|
Step 1 |
In the Network VRU Explorer window, click Retrieve and select the Network VRU you want to add the label to. The Label property tab appears. |
|
Step 2 |
Complete the Label property tab. |
|
Step 3 |
Click Save to apply your changes. |
For Network VRUs, you must use the System Information dialog to define a range of correlation IDs so the system software can communicate with the VRU about the call.
|
Step 1 |
Within the Configuration Manager, select . The System Information window appears. |
|
Step 2 |
In the System Information window, select the Default Network VRU. |
|
Step 3 |
Enter the Minimum Correlation Number. |
|
Step 4 |
Enter the Maximum Correlation Number. |
|
Step 5 |
Click Save to apply your changes. |
VRU scripts differ from routing scripts. A configured VRU script runs only when the Unified CCE instructs it to do so from a routing script. A VRU script on the Unified CCE is the configured record for the VRU script that resides on the VRU system. A VRU script runs to collect digits, play hold music, or perform many other common functions.
After you configure the VRU scripts, you can use the Script Editor to write a routing script to send a call to the VRU and invoke a specific VRU script.
For deployments that include the Unified CVP, use the Translation Route to VRU node to send calls to the Network VRU and invoke VRU scripts. Do not use Translation Route to VRU node for deployments that use the Unified CCE System PG. Instead, use any one of Queue to Skill Group or Send to VRU nodes.
A routing script processes call routing requests from a routing client. Typically it examines several targets and applies selection rules to find an available qualified agent or a target with the shortest expected delay. You can set up different routing scripts to run for different types of tasks. You can define call types in terms of the telephone number the caller dialed, the number the caller is calling from, and additional digits entered by the caller. For each call type, you can schedule different routing scripts to run on different days or at different times of the day.
An administrative script runs periodically to perform a task, such as setting variables.
|
Step 1 |
From the Configuration Manager, select . The Network VRU Script List dialog box opens. |
|
Step 2 |
Click Retrieve and then click Add. |
|
Step 3 |
On the Attributes tab, enter the configuration information for the VRU script as follows: Network VRU. Specify the Network VRU with which this script should be associated. VRU Script Name. Enter script name; for example, BasicQ. Name. Enter the script file name; for example, BasicQ.aef Timeout [seconds]. Enter 180. Configuration param. Leave blank. Customer. Choose the same Unified CCE customer you chose for call type from the drop-down list. |
|
Step 4 |
Check the Interruptible check box. |
|
Step 5 |
Click Save and the click Close. |
If a timeout occurs on a VRU script, it is possible that the Router does not notify the VRU PIM that a timeout has occurred. Because the VRU PIM is not informed of the problem, it does not notify the VRU to cancel the script.
At this point, the options for script flow include the following:
The failure path in the Router script sends the call to a label, the VRU PIM gets a Connect and, if the VRU supports it, generates a Cancel message. This is the most common result.
Before the Router picks a label, the VRU script completes and the VRU sends a Script Result message to the Router. The Router then sends a Dialogue Failure Event because it is not expecting a Script Result. This is the next most common result.
The failure path in the Router script tries to run another VRU script. This is not a common result.
Currently, the best resolution to this problem is to use longer time-outs or create shorter VRU scripts. Be aware that the failure exit from the Run VRU Script node is a problem that you may need to resolve.
A special call variable VruStatus, allows you to check the result of the last VRU node (Send To VRU/Translation Route to VRU/Run VRU Script) that the Unified CCE processed. The following table lists the values for this variable.
|
Value |
Meaning |
Description |
|---|---|---|
|
0 |
VRU_SUCCESS |
The last VRU node was successful. |
|
1 |
VRU_ERROR |
The last VRU node failed because of a routing or configuration error. |
|
2 |
VRU_TIMEOUT |
The last Send To VRU or Translation Route to VRU node failed because the routing client did not respond within 20 seconds or the last Run VRU Script node failed because the timeout limit defined for the script expired. |
|
3 |
VRU_ABORTED |
The last VRU node did not complete because the caller ended the call or was otherwise lost. (Because this causes the routing script to terminate immediately, this value is never seen.) |
|
4 |
VRU_DIALOG_FAILED |
The last VRU node failed because communication with the VRU ended unexpectedly. |
|
5 |
VRU_SCRIPT_NOT_FOUND |
The VRU failed because the referenced VRU script was not found in the Unified CCE configuration. |
After you complete your Unified CCE configuration, you can write routing scripts and administrative scripts. You create, maintain, and monitor these scripts using the Script Editor.
| For Information about | See |
|---|---|
|
Creating Unified CCE scripts |
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_installation_and_configuration_guides_list.html |
|
Designing scripts for Unified CCE using the Script Editor |
Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_user_guide_list.html |
|
Planning scripts for your Unified CCE reporting needs |
Cisco Unified Contact Center Enterprise Reporting User Guide at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_user_guide_list.html |
|
Creating scripts for Outbound Option |
Outbound Option Guide for Unified Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps524/prod_installation_guides_list.html |
The Agent Targeting Rules (ATR) configures call routing by specifying the agent extension range, instead of configuring Device Targets and Labels for every phone/Routing Client. This simplifies the call routing configuration for the Agent PGs. Also, this feature reduces the amount of memory used by the Router because a large number of Device Targets and Labels are replaced by a few rules. ATRs are therefore, the preferred method for installation.
You must configure the PGs and routing clients before you configure the Agent Targeting Rules.
|
Step 1 |
From the Configuration Manager, choose one of the following:
The ICM Agent Targeting Rules dialog box opens. |
|
Step 2 |
Click Retrieve. |
|
Step 3 |
Click Add. |
|
Step 4 |
Enter a name for the rule. |
|
Step 5 |
Select a peripheral where the rule will be associated. |
|
Step 6 |
Select the rule type:
|
|
Step 7 |
Select one or more routing clients that can initiate the route request. |
|
Step 8 |
Enter the agent's extension range. |
|
Step 9 |
Click Save. |
|
Step 10 |
Test the rule configuration by routing calls from each routing client to each agent extension you defined. If you defined a range, simplify the test by testing the lower and the upper limits of the agent extension, and a sampling of the extensions in between the range limits. |
Use the Translation Route wizard to configure the translation routes for the Unified Communications Manager and VRU peripherals. This wizard automates the correct associations with peripheral targets, labels, and routes.
Note |
Run the Translation Route Wizard only if your Unified CCE solution uses Unified CVP. |
|
Step 1 |
In the Configuration Manager, select . The Translation Route Wizard introductory dialog box opens. |
|
Step 2 |
Click Next. The Acquire Lock and Select Configuration Task dialog box opens. |
|
Step 3 |
Select Create New. |
|
Step 4 |
Click Next. The Define Translation Route dialog box opens. The graphic on the left of the dialog box shows the entities you are defining while using the Translation Route Wizard. |
|
Step 5 |
Enter a long and short name for the translation route and, optionally, a description (the short name is used in forming target names). |
|
Step 6 |
Click Next. The Select Configuration dialog box opens. |
|
Step 7 |
Choose the single peripheral, single routing client configuration from the drop-down list. The graphic changes to show the configuration you select. |
|
Step 8 |
Click Next. The Select Peripheral Gateway, Peripherals, and Services dialog box opens. |
|
Step 9 |
Enter values for the following fields: Peripheral Gateway. Choose the gateway target for the translation route. Peripheral. Choose the single peripheral or the peripheral to route calls to. Service/Service Array. If the translation route is associated with a single peripheral, choose the service associated with the translation route. If the translation route is associated with multiple VRUs, then select a service array. |
|
Step 10 |
Click Next. The Select Routing Clients and Dialed Numbers dialog box opens. Use this dialog box to specify the Unified Communications Manager peripheral (or VRU peripheral) as the routing client from which translation routed calls originate. For the Unified CCE the dialed number string is not applicable. |
|
Step 11 |
Click Next. The Select Network Trunk Groups for Routing Clients dialog box opens. Choose at least one network trunk group to be used in peripheral targets associated with the translation route. |
|
Step 12 |
Choose a routing client, select a network trunk group value for it, and click Add. The Network Trunk Group appears in the list at the bottom of the dialog box. |
|
Step 13 |
Click Next. The Configure DAIS dialog box opens. |
|
Step 14 |
Use this dialog box to specify the DAIS values that map to route points on the VRU. Do one of the following:
A dialog box prompts you to enter a starting and ending DAIS value. The Translation Route Wizard automatically generates the DAIS values in the range. |
|
Step 15 |
Click Next. The Configure Label dialog box appears. |
|
Step 16 |
Use this dialog box to define a label that maps to the DAIS/CTI route points. A label consists of a prefix and a suffix. Each DAIS value requires a unique label. Do one of the following:
|
|
Step 17 |
Click Next. The Wizard Complete dialog box opens. |
|
Step 18 |
Click Create Translation Route to create the translation route and its associated entities. First, the Translation Route Wizard displays a success message and then the dialog box appears. |
|
Step 19 |
Do one of the following:
|
Note |
You can also use the Translation Route Explorer to create a translation route or to modify a translation route that you created with the Translation Route Wizard. Select . |
Skill groups are collections of agents that share a common set of skills. Skill groups are associated with a peripheral and are members of Services. You can associate agents with one or more skill groups.
To configure skill groups, you create skill groups, add the skill groups to services as members, and assign agents to one or more skill groups.
Precision routing offers an alternative to skill group routing. Using Unified CCE scripting, you can dynamically map the precision queues to direct a call to the agent who best matches the precise needs of the caller.
To configure precision routing, you create attributes, assign attributes to agents, create precision queues, and create routing scripts.
You configure skill groups to group agents with similar skills. You can associate agents with one or more skill groups. Skill groups are associated with a specific Unified Communications Manager PIM. You can group skill groups from multiple PIMs into Enterprise Skill Groups. You can direct calls to (routed to) Enterprise Skill Groups to share the load across multiple call centers or Unified Communications Manager installations. You can do reporting on Enterprise Skill Groups.
Agents are assigned one or more skills by associating the agent with the desired skill group.
After you create services and skill groups, you associate one or more skill groups with a service by making them members of that service.
A default skill group is created automatically when you create system PGs. The default skill group acts as a bucket to capture information about calls not routed by Unified CCE. (A call placed directly to an agent extension is an example of such a scenario.) If you deploy multichannel applications in your Unified CCE system, default skill groups are created for each Media Routing Domain that you configure.
Note |
An agent must be assigned to at least one skill group to log in. |
|
Step 1 |
From the Configuration Manager, select . |
|
Step 2 |
In the Select filter data section, select the peripheral from the drop-down list: |
|
Step 3 |
Click Retrieve and then click Add Skill group to add a new skill group for the selected peripheral. |
|
Step 4 |
Click the Skill Group tab and enter values for the following: Media Routing Domain. Use Cisco_Voice for agents that do not use other media. For more information, see the Enterprise Chat and Email Installation Guide (for Unified Contact Center Enterprise) at https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-guides-list.html. Peripheral Number. Enter the skill group number as known by the peripheral. This value must be unique among all skill groups for the peripheral, but does not need to be unique across peripherals. Peripheral Name. Enter the local name for the skill group. This value must be unique among all skill groups for the peripheral, but does not need to be unique across peripherals. Name. The Configuration Manager generates the value for this field. This value is a unique name for the skill group made up of a default value from the peripheral enterprise name and the skill group peripheral name. Available Holdoff Delay. For the Unified CCE peripheral type, set this field to 0. Priority. This field is read-only and defaults to 0. Extension. Leave blank for the Unified CCE peripheral type. ICM picks the agent. Check this check box. |
|
Step 5 |
Click Save and then click Close. |
|
Step 6 |
Repeat this procedure for any additional skill groups. |
To make a skill group a member of a service, you establish mappings of skill groups to services. Each skill group can be mapped to zero, one, or more services. Each service can have zero, one, or more skill group members.
|
Step 1 |
From the Configuration Manager, choose . |
|
Step 2 |
Click Retrieve. |
|
Step 3 |
Click the service that directs the skill group and then click the Service Members tab. |
|
Step 4 |
On the Service Members tab, click Add to associate a skill group with the service. |
|
Step 5 |
Click OK. |
|
Step 6 |
Click Save and then click Close. |
|
Step 7 |
Repeat this procedure for each skill group you want to associate with a service. |
Agents must be assigned to at least one skill group in order to log in. You can assign agents to the most appropriate skill groups according to their talents and skills to ensure that the most appropriate agent for a request responds to the customer.
|
Step 1 |
From the Agent Explorer dialog box, choose the Skill Group Membership tab. |
|
Step 2 |
From the Skill group name list, select the skill groups to which you want this agent assigned. |
|
Step 3 |
Click Add. |
|
Step 4 |
Click OK. |
|
Step 5 |
Click Save and then click Close on the Agent Explorer dialog box. |
|
Step 6 |
Repeat this procedure to assign additional agents to skill groups. |
Note |
You can remove agents from the Skill Group tab if necessary by selecting the agent and clicking Remove, then Save. |
To configure precision routing, use the Unified CCE Web Administration application, which links to various precision routing gadgets. To access the application, click the CCE Web Administration shortcut on your desktop, or copy the following URL into your browser: https://distributor ip/cceadmin.
For more information on precision routing, see the Cisco Unified Contact Center Enterprise Features Guide at https://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_feature_guides_list.html
|
Step 1 |
Navigate to . |
|||||||||||||||
|
Step 2 |
In the List of Attributes window, click New. The New Attributes window has two tabs: General and Member. |
|||||||||||||||
|
Step 3 |
Complete the following fields on the General tab:
|
|||||||||||||||
|
Step 4 |
Click Save. |
The Search field in the Agents tool offers an advanced and flexible search.
Click the + icon at the far right of the Search field to open a popup window, where you can:
Select to search for agents only, supervisors only, or both.
Select to search for all agents or only ECE enabled agents.
Enter a username, agent ID, first or last name, or description to search for that string.
Enter one or more site names separated by spaces. (Site is an OR search.)
Enter one or more peripheral set names separated by spaces (Peripheral Set is an OR search). The search is case-insensitive and does not support partial matches.
Note |
Search by department is available only when departments are configured. |
|
Step 1 |
With the selected agent displayed, click the Attributes tab. |
|
Step 2 |
Complete the Attributes tab: This tab shows the attributes associated with this agent and their current values. Click Add to open a popup list of all attributes, showing the name and current default value for each.
|
|
Step 1 |
Navigate to . This opens a List of Precision Queues window showing all precision queues that are currently configured. |
|||||||||||||||||||||
|
Step 2 |
Click New to open the New Precision Queue window. Complete the fields.
|
|||||||||||||||||||||
|
Step 3 |
Click the numbered Step Builder link (Step 1, Step 2, and so on) to build a precision queue step in the Step Builder popup window. |
|||||||||||||||||||||
|
Step 4 |
When you have finished adding, click Save. |
If you are not on the last step of the precision queue, then you can enter a Consider If formula for that step. A Consider If formula evaluates a call (within a step) against additional criteria. Each time a call reaches a step with a Consider If expression, the expression is evaluated. If the value for the expression returns as true, the call is considered for the step. If the value returns as false, the call moves to the next step. If no expression is provided for a step, the step is always considered for calls.
To add a Consider If formula, type the formula into the Consider If box. Alternatively, you can use the Script Editor to build the formula and then copy and paste it into the Consider If box. Objects used in Consider If formulas are case-sensitive. All Consider If formulas that you add to a precision queue must be valid. If you add an invalid formula, you cannot save the precision queue. To ensure that the formula is valid, use Script Editor to build and validate the formula.
Only the following scripting objects are valid in a Consider If formula:
Call
PQ
Skillgroup
ECC
PQ Step
Call Type
Custom Functions (You can create custom functions in Script Editor.)
It is possible that a valid Consider If formula can become invalid. For example, if you delete an object used in the formula after you create or update the precision queue, the formula is no longer valid.
Consider If Formula Examples
PQ.PQ1.LoggedOn > 1--Evaluates whether there is more than one agent logged in to this queue.
CallType.CallType1.CallsRoutedToday > 100--Evaluates whether more than 100 calls of this call type were routed today.
PQStep.PQ1.1.RouterAgentsLoggedIn > 1--Evaluates whether there is more than one router agent logged in to this queue for Step 1.
CustomFunction(Call.PeripheralVariable1) > 10--Evaluates whether this formula using a custom function returns a value greater than 10.
Every precision queue must have a step, and every step must have an Expression. An Expression is a collection of attribute terms.
|
Step 1 |
Click the numbered step link in the Steps panel (Step 1, Step 2, and so on). The step number popup window opens. |
|
Step 2 |
Build the first step as follows. |
|
Step 3 |
To add a second attribute to the first Expression, click Add Attribute in the Expression 1 row.
|
|
Step 4 |
Continue to add attributes to Expression 1. All attributes within an expression must be joined by the same logical operator. They must all be ANDs, or they must all be ORs. |
|
Step 5 |
To add a second Expression, click the Add Attribute drop-down in the Expression 1 row and select Add Expression. |
|
Step 6 |
Select AND or OR to establish the relationship between the first and second Expressions. |
|
Step 7 |
Add attributes to Expression 2. |
|
Step 8 |
Continue to add Expressions as needed.  In this example, a Spanish caller located in the Boston area needs an onsite visit from a technician to repair his ServerXYZ. An ideal agent should be fluent in Spanish and have the highest proficiency in ServerXYZ. This can be seen in Expression 1. Expression 2 allows us to specify that the selected agent must also be from either Boston or the New England area. |
|
Step 9 |
When you have completed the step, click OK to add it to the precision queue. |
|
Step 10 |
To build the next step, click Add Step. Each successive step is prepopulated with the Expressions and attributes of its predecessor. Decrease the attribute qualifications and competencies in successive steps to lower the bar such that the pool of acceptable agents increases. |
|
Step 11 |
When you have created all steps, you can open any step except the last and enter values in the Consider if and Wait for fields.
|
The route is a value returned by a routing script that maps to a target or a peripheral. Those targets include services, skill groups, agents, translation routes, queue points, or CTI route points. The Unified CCE converts a route to a device target to direct to the request destination.
When you create a route, you associate the route with a service.
|
Step 1 |
From the Configuration manager, choose . |
|
Step 2 |
Click Retrieve. |
|
Step 3 |
Choose the skill group for which you are creating the route. |
|
Step 4 |
Click Add Route. The Route tab opens. |
|
Step 5 |
In the Route tab, enter information in the following fields: Skill group priority. The value 0 indicates a base skill group. This is the default when there is only one skill group and there are no priorities. Name. The enterprise name of the route. Description. Enter an optional description of the route. Service Name: The name for the service. |
|
Step 6 |
Click Save. |
 Caution |
When you break the association between a route and a peripheral, the Unified CCE removes the Route ID value from all peripheral targets that reference that route. |
|
Step 1 |
Double-click Configuration Manager in the Administration Data Server group or the Administration Client group. |
|
Step 2 |
In the Menu selection box, select . |
|
Step 3 |
From the submenu selection list, select Insert if you need to insert data or Edit if you need to edit. |
|
Step 4 |
In the next menu selection list, select the type of table with which you need to work. |
You can add records by inserting multiple blank rows (records) and filling in the data or by importing the data.
You can also edit the data you insert when you insert it.
To insert a new record:
|
Step 1 |
In the menu, select the name of the data table to which you want to add records. The appropriate Insert window opens, automatically displaying one new row. |
||
|
Step 2 |
To create additional rows, enter the number of additional rows in the Quantity field and click Insert. The additional rows are added in the Insert window. |
||
|
Step 3 |
Enter the data in the rows: |
||
|
Step 4 |
Select the rows in the column you want to modify. |
||
|
Step 5 |
Click Edit Range. The Edit Range dialog appears. |
||
|
Step 6 |
Enter a prefix (optional), the start value for the range, and a suffix (optional). The generated values are listed in the dialog. |
||
|
Step 7 |
Click OK to close the Edit Range dialog and apply the values to the column you selected. |
||
|
Step 8 |
When you have finished setting fields in the new rows, press Enter to apply your changes to the Unified CCE database.
|
You can import data from a specified text file into the opened database table. You can import whole records or only columns of data if the data matches (see Step 3 of the following procedure). The process cancels if any error occurs during the import process.
|
Step 1 |
In the Insert or Edit window, click Import. |
||
|
Step 2 |
In the Import dialog, click File. |
||
|
Step 3 |
In the File Open dialog, select the file containing the data that you want to import and click Open. The Import File Data area displays the first few lines of the opened file.
|
||
|
Step 4 |
If the imported data does not contain headers, in the Available Fields list box, select the names of the fields to import that match the data and click Add. |
||
|
Step 5 |
To change the order of the columns, select a column and move it within the list by clicking Up or Down. |
||
|
Step 6 |
Click OK. The data is imported into the data table. |
The import and export files used by the Bulk Configuration tool can optionally include a header that identifies the table and columns in the file. The header is followed by one line for each row of data.
The following rules apply to file headers:
A line beginning with a number sign (#) is a comment and is ignored.
Blank lines are also ignored.
The header content is indicated by a line beginning with two underline characters and the word TABLE or COLUMNS. The following line contains the name of the table or the name of the columns. For example:
__TABLE
Call_Type __
COLUMNS
CallTypeID EnterpriseName Description Deleted
CustomerDefinitionID
All column names must be on a single line and are separated by Tab characters.
The following rules apply to the data in the files:
One row of table data per line.
Column values must be in the same order in all rows. If columns are specified in the header, the columns in the data rows must be in the same order.
Column values are separated by a single Tab character.
Fields intentionally left blank must be represented by two adjacent Tab characters or a Tab character at the end of a line. On import, the default value is used for such a value.
String values may include spaces.
An error occurs on import if a line contains too few or too many values.
Note |
A simple way to create the import file with a valid format is to use Excel and save the file as Text (Tab delimited) (*.TXT). |
You can select whole records for importing, exporting, setting security, deleting, or undeleting. Or, you can select the same field in multiple records for simultaneous editing.
Click in the left-most numbered field in a row to select that row and highlight it. Click in any other field in a row to select the row but not highlight it.
You can select one edit-control field (when there is no section box in the field) in multiple records in any of the following three ways:
Click the field where you want to start and, keeping the left mouse button held down, move the cursor to the last field.
Click the field where you want to start. While holding down the Shift key, click the last field.
Click the field where you want to start. While holding down the Shift key, click the down arrow to select.
Press Ctrl, then click on each field you wish to select. This allows you to select a discontinuous group of fields.
Apply a single value to a range of edit-control fields
Apply a single value to a range of selection-box fields
Apply a range of values to a range of fields
An edit-control field is one you can edit that does not contain a selection box.
To apply a single value to a range of edit-control fields:
|
Step 1 |
Make your selection: click the field where you want the range to start and, keeping the left mouse button held down, move the cursor to the last field in the range. |
|
Step 2 |
Type the new entry that you want to appear in all the fields. |
|
Step 3 |
Click Enter or Tab. This applies the change to all the records in the range and moves the focus to the next data field. |
To apply a single value to a range of selection-box fields:
|
Step 1 |
Select the first field where you want the range to start. |
|
Step 2 |
Press the Shift key and hold it down for steps 3, 4, and 5. |
|
Step 3 |
Click the selection-box down arrow but keep the left mouse button held down and select the fields you want in the range. |
|
Step 4 |
Click the last field in the selection to display the selection list. You can also open the selection box by pressing Alt + an arrow key. |
|
Step 5 |
Click your selection. |
|
Step 6 |
Click Enter or Tab (or any other field). This applies the change to all the records and moves the focus to the next data field. |
To apply a range of values to a range of fields in a column:
|
Step 1 |
Select the range of fields in a database column. This enables the Edit Range button.
|
||
|
Step 2 |
Click Edit Range. The Edit Range dialog displays.  |
||
|
Step 3 |
In the Edit Range From field, enter the first number of the range. |
||
|
Step 4 |
In the Prefix and Suffix fields, you can optionally enter substrings to appear before or after each value. The Edit Range dialog lists the generated values.
|
||
|
Step 5 |
Click OK. This applies the changes to the fields you selected in the Insert or Edit window. |
Who can sign in to the administration console: The System Application User who is the default Superuser.
To upload the license, you must sign in to the Unified Intelligence Center Administration Console. This is the OAMP interface for Unified Intelligence Center. The first person who signs in to the Administration application must do so using the user ID and password that were defined for the System Application User during the installation. This user is the initial Superuser for Unified Intelligence Center Administration.
|
Step 1 |
Enter this URL:
|
|
Step 2 |
Enter the System Application User ID and password that you defined during installation. |
|
Step 1 |
Launch Microsoft SQL Server Management Studio using System Administrator login credentials on the Administration and Data Server. |
||
|
Step 2 |
Navigate to , right-click Logins and select New Logins. Use these steps to create login accounts for the Cisco Unified Intelligence Center reporting data sources and for Finesse connectivity to the AW Database on the Cisco Finesse Administration page. |
||
|
Step 3 |
On the General Screen:
|
||
|
Step 4 |
In the Server Roles page, check the public check box. |
||
|
Step 5 |
On the User Mapping page, do the following:
|
||
|
Step 6 |
Click OK. |
Note |
Ensure that you configure SQL User Account on both the primary and secondary AW databases. |
To integrate Unified Intelligence Center with Unified CCE, you must configure the following two data sources:
Unified CCE Historical data source—This data source is added by default to support the Unified CCE stock historical reports and Unified CCE User Integration. Complete the Database Host, Database Name, and the Database User ID and Password fields for this data source and ensure that it is online before Unified CCE User Synchronization can occur.
Unified CCE Realtime data source—This data source is added by default to support the Unified CCE stock real time reports. Complete the Database Host, Database Name, and the Database User ID and Password fields for this data source.
Depending on your environment, the Unified CCE Historical and Realtime data sources can point to the same machine.
You can run a CLI command to point each node to a unique IP Address for the Unified CCE Historical or Realtime data source.
The command is set cuic properties host-to-ip. For more information about the CLI, see the
Administration Console User Guide for Cisco Unified Intelligence Center
at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-maintenance-guides-list.html.
To integrate Unified Intelligence Center with Unified CVP, you must add a Unified CVP data source.
A Unified Intelligence Center data source is also installed by default. This data source represents the Unified Intelligence Center database on the node that stores records for reports, dashboards, and users maintained on that node. This data is replicated across all nodes in the cluster. You can edit the description for this data source, but do not change other fields. The Unified Intelligence Center data source for each node is configured by default to point to that member.
|
Step 1 |
From the Unified Intelligence Center Reporting application, click Data Sources drawer on the left panel to open the Data Sources page. |
||
|
Step 2 |
Select the Unified CCE Historical Data Source. |
||
|
Step 3 |
Click Edit to open the Data Source Create/Edit page. |
||
|
Step 4 |
Complete the fields for the selected data source. See online help for guidance.
|
||
|
Step 5 |
Test the data source connection. Troubleshoot, if required. |
||
|
Step 6 |
Save the data source. |
||
|
Step 7 |
Repeat steps 2 through 6 for the Unified CCE Realtime data source. |
|
Step 1 |
Log in to the Unified Intelligence Center at https://<hostname/ IP address of CUIC Publisher>:8444/cuicui. |
||||||||||||||||||||||||||||||||||||
|
Step 2 |
Select the Data Sources drawer to open the Data Sources page. |
||||||||||||||||||||||||||||||||||||
|
Step 3 |
Click New to open New Data Source page. |
||||||||||||||||||||||||||||||||||||
|
Step 4 |
Complete fields on this page as follows:
|
||||||||||||||||||||||||||||||||||||
|
Step 5 |
Click Test Connection. If the status is not Online, review the error message to determine the cause and edit the data source accordingly. |
||||||||||||||||||||||||||||||||||||
|
Step 6 |
Click Save to close the Add Data Source window. The new data source appears on the Data Sources list. |
||||||||||||||||||||||||||||||||||||
There are seven User Roles, and a user can be assigned to one, any, or all of them. The roles are:
Login User
System Configuration Administrator
Security Administrator
Dashboard Designer
Value List Collection Designer
Report Designer
Report Definition Designer
Depending on the size, staff, geographical distribution, and security practices of your call center, you might want to assign multiple user roles to a few people or to distribute user roles to many people.
By default, everyone who can sign in to Unified Intelligence Center is a Login User. Login Users have that role and only that role until the Security Administrator assigns additional roles or deactivates (removes) the Login User role.
A Security Administrator or System Application user can remove the login role from any user.
An active login user can:
Log in to Unified Intelligence Center
Open the Security drawer, access the User List, and edit his own User Information page; for example, to change his alias or phone number.
This user has all the rights of an active Login User and also:
Has full access to the Data Sources drawer and its functions.
Has full access to the Scheduler drawer and its functions.
This user has all the rights of an active Login User and also has full access to the Security drawer and its functions.
This user has all the rights of an active Login User and also has full access to the Dashboard drawer.
This user has all the rights of an active Login User and also:
Has full access to the Value Lists drawer.
Has View (Read) access to the Data Sources drawer.
This user has all the rights of an active Login User and also:
Has full access to the Reports drawer.
Has View (Read) access to the Data Sources and Value Lists drawers.
Can access the Scheduler drawer to work with the user's own reports.
This user has all the rights of an active Login User and also:
Has full access to the Report Definition drawer.
Has View (Read) access to the Data Sources and Value Lists drawers.
The following Cisco Unified Intelligence Center report bundles are available as downloads from Cisco.com https://software.cisco.com/download/type.html?mdfid=282163829&catid=null. Click the Intelligence Center Reports link to view all available report bundles:
Realtime and Historical Transitional templates - Introductory templates designed for new users. These templates are simplified versions of the All Fields templates, and are similar to templates available in other contact center solutions.
Realtime and Historical All Fields templates - Templates that provide data from all fields in a database. These templates are most useful as a basis for creating custom report templates.
Live Data templates - Templates that provide up to the moment data for contact center activity.
Realtime and Historical Outbound templates - Templates for reporting on Outbound Option activity. Import these templates if your deployment includes Outbound Option.
Cisco Unified Intelligence Center Admin Security templates - Templates to report on Cisco Unified Intelligence Server audit trails, permissions, and template ownership.
Additionally, sample custom report templates are available from the Cisco Developer Network (https://developer.cisco.com/web/ccr/documentation).
|
Step 1 |
Sign in to Unified Intelligence Center at https://<hostname/ IP address of CUIC Publisher>:8444/cuicui, and click Reports in the left pane. |
||
|
Step 2 |
Click Import Report. |
||
|
Step 3 |
In the File Name (XML or ZIP file) field, click Browse. |
||
|
Step 4 |
Browse to and select the report bundle zip file, and click Open. Select a report bundle for the version of software deployed in the contact center. |
||
|
Step 5 |
Select the location where you want to save the file. |
||
|
Step 6 |
Click Import. |
||
|
Step 7 |
Choose one:
|
|
Step 1 |
Sign in to the Cisco Unified Intelligence Center Administration Console
|
||
|
Step 2 |
Configure the Active Directory tab under Cluster Configuration > Reporting Configuration.
|
||
|
Step 3 |
Configure syslog for all devices. |
||
|
Step 4 |
Configure SNMP for all devices, if used. |
|
Step 1 |
Install the FTP Service on the server.
|
|
Step 2 |
Enable the FTP Service on the server.
|
|
Step 3 |
Set the Basic Setting for the FTP Server.
|
Who can create a user:
Initially, the System Application User who is the default Superuser.
Eventually, any Superuser.
Unified CVP reporting users can sign in to Unified Intelligence Center only if they exist in the Administration console as Superusers or if Active Directory (AD) is configured in the Unified Intelligence Center Administration console for their domain:
Superusers who are added are considered to be IP Multimedia Subsystem (IMS) users.
Users who are authenticated through Active Directory are considered to be Lightweight Directory Access Protocol (LDAP) users.
Both IMS users and LDAP users can log in to Unified Intelligence Center reporting and are restricted to the limited Login User role until the Unified Intelligence Center reporting security administrator gives them additional roles and flags them as active users.
|
Step 1 |
Log in to the Cisco Unified Intelligence Center Administration Console |
|
Step 2 |
Navigate to Admin User Management > Admin User Management to open the Users page. |
|
Step 3 |
Click Add New to add and configure a new user or click an existing username to edit the configuration for that user. This page has three tabs: General, Credentials, and Policy. For information about completing these tabs, see Administration Console User Guide for Cisco Unified Intelligence Center at https://www.cisco.com/en/US/products/ps9755/prod_maintenance_guides_list.html or the Administration console online help. |
|
Step 4 |
Click Save. |
Configure the Active Directory tab in the Cisco Unified Intelligence Center Administration console so that Unified CVP reporting users can log in to the Unified Intelligence Center reporting application with the user name and password that is defined in their domain.
|
Step 1 |
In the Cisco Unified Intelligence Center Administration application, navigate to and select the Active Directory tab. |
|
Step 2 |
Complete all fields on this page, referring to the online help for guidance. |
|
Step 3 |
Click Test Connection. |
|
Step 4 |
When the connection is confirmed, click Save. |
Who can sign in to the Unified Intelligence Center reporting interface:
Initially, the System Application User who is the default Superuser.
Eventually, any Unified CVP user who was created in the Administration Console as an IMS superuser or an LDAP user.
Perform the following procedure to sign in to the Unified Intelligence Center reporting interface.
|
Step 1 |
Sign in to the Cisco Unified Intelligence Center Administration Console (https://<HOST ADDRESS>/oamp). |
|
Step 2 |
Navigate to Control Center > Device Control. |
|
Step 3 |
Click on the name of the Member node you want to access. This opens the Cisco Unified Intelligence Center login page for that member. |
|
Step 4 |
Enter your user ID and password. The Overview page appears. |
|
Step 5 |
Once Unified CVP users log in to Unified Intelligence Center, they are added to the Unified Intelligence Center database and appear on the user list.
New users are initially defined as Login Users: the lowest level user role of Unified Intelligence Center. A Unified Intelligence Center Security Admin user must access the User List page to check a User is Active check box and to grant additional user roles to the user.
Who can obtain import Unified CVP report templates: any user in your organization.
The Unified CVP reporting template XML files are installed with Unified CVP. Locate them and copy them to a Cisco Unified Intelligence Center client workstation.
Perform the following procedure to obtain import Unified CVP report templates.
|
Step 1 |
In the Unified CVP server, locate the Unified CVP template files. These are XML files that reside on the reporting server in %CVP_HOME%\CVP_Reporting_Templates. You can also find them in the Installation directory \Downloads and Samples\Reporting Templates. |
|
Step 2 |
Choose the files and copy them to the client computer from where you can launch the Unified Intelligence Center Reporting web application. |
|
Step 1 |
Launch the
Unified Intelligence Center web application using the
|
||
|
Step 2 |
Enter CUIC Username and Password. |
||
|
Step 3 |
Create a folder to import the reports.
|
||
|
Step 4 |
Import the report templates.
|
|
Step 1 |
Go to Start > Run and type services.msc. |
|
Step 2 |
Check that Cisco CVP OPSConsoleServer service is running. If it is not, right-click that service and click Start. |
|
Step 3 |
Go to Start > All Programs > Cisco Unified Customer Voice Portal > Operation Console to open the Unified CVP OPSConsole page. |
Note |
|
|
Step 1 |
On the Unified CVP OAMP server, go to . |
|
Step 2 |
Click Operations Console and log in. |
|
Step 3 |
Navigate to Device Management > Unified CVP Call Server. |
|
Step 4 |
Click Add New. |
|
Step 5 |
On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server. Check ICM, IVR, and SIP. Click Next. |
|
Step 6 |
Click the ICM tab. For each of the Cisco Unified CVP Call Servers, retain the default port of 5000 for the VRU Connection Port. |
|
Step 7 |
Click the SIP tab:
|
|
Step 8 |
Click the Device Pool tab. Make sure the default device pool is selected. |
|
Step 9 |
(Optional) Click the Infrastructure tab. In the Configuration Syslog Settings pane, configure these fields as follows: |
|
Step 10 |
Click Save & Deploy. |
|
Step 11 |
Repeat this procedure for the remaining Unified CVP Servers. |
|
Step 1 |
In the Unified CVP Operations console, navigate to . |
|
Step 2 |
Click Add New. |
|
Step 3 |
On the General tab, enter the IP address and the hostname of the Cisco Unified CVP Server. |
|
Step 4 |
Configure the primary and backup CVP Call Servers. |
|
Step 5 |
Click the Configuration tab. In the Enable reporting for this CVP VXML Server field, click Yes to optionally enable reporting. If you do not want to enable reporting, click No. |
|
Step 6 |
Click the Device Pool tab. Make sure the default device pool is selected. If prompted to restart the primary and secondary call servers, click No. Do not restart at this time. |
|
Step 7 |
Click Save & Deploy. |
|
Step 8 |
Repeat this procedure for all CVP Servers. |
|
Step 1 |
In the CVP Operations Console, navigate to Device Management > Media Server. |
|
Step 2 |
Click Add New. |
|
Step 3 |
On the General tab, configure the following.
|
|
Step 4 |
Click Save. |
|
Step 5 |
Repeat Step 1 through 4 for all Media Servers. |
|
Step 6 |
After you configure all Media Servers, click Deploy. |
|
Step 7 |
Click Deployment Status to make sure that you applied the configuration. |
|
Step 8 |
In the CVP Operations Console, navigate to Device Management > Media Server. |
|
Step 9 |
Change Default Media Server from None to any one of the Unified CVP servers. Then click Set. |
|
Step 10 |
Click Deploy. |
For instructions on installing Unified CVP licences, see the Smart Licensing section in Administration Guide for Cisco Unified Customer Voice Portal guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html.
|
Step 1 |
In the Unified CVP Operations Console, navigate to . |
|
Step 2 |
Click Add New. |
|
Step 3 |
On the General tab, configure as follows:
|
|
Step 4 |
Click Test Sign-in to verify that a connection with the gateway can be established and that the credentials are correct. |
|
Step 5 |
Click Save. |
|
Step 6 |
Repeat for every gateway. |
|
Step 1 |
Log in to the Unified CVP Operations Console. |
|
Step 2 |
Choose . |
|
Step 3 |
Click Add New. |
|
Step 4 |
On the General tab, configure as follows:
|
|
Step 5 |
Click Save. |
|
Step 6 |
Repeat Steps 1 to 5 for all Unified CCE machines. |
|
Step 1 |
Log in to the CVP Operations Console. |
||
|
Step 2 |
Choose . |
||
|
Step 3 |
Click Add New. |
||
|
Step 4 |
On the General tab, configure as follows:
|
||
|
Step 5 |
Click Save. |
||
|
Step 6 |
Repeat Steps 1 to 5 for all Unified Communications Manager Devices. |
|
Step 1 |
Log in to the CVP Operations Console. |
|
Step 2 |
Navigate to the Cisco Unified Intelligence Center Device. Choose . |
|
Step 3 |
Click Add New. |
|
Step 4 |
On the General tab, configure as follows:
|
|
Step 5 |
Click Save. |
|
Step 1 |
In the Unified CVP Operations Console, navigate to . |
|
Step 2 |
In the Select device type field, select the Gateway. |
|
Step 3 |
Move all Gateways to Selected. |
|
Step 4 |
Click Default Gateway files. |
|
Step 5 |
Click Transfer and select OK at the popup window. |
|
Step 6 |
Click File Transfer Status to monitor transfer progress. |
For more information about SNMP in Unified CCE, see the Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_installation_and_configuration_guides_list.html and SNMP Guide for Cisco Unified ICM/Contact Center Enterprise at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_installation_and_configuration_guides_list.html.
|
Step 1 |
In the Unified CVP Operations Console, navigate to . |
|
Step 2 |
Click Add New.
|
|
Step 3 |
Create the notification destination and deploy to all of the Unified CVP devices.
|
SIP Server Groups are required for Cisco Unified Communications Manager and Gateways.
|
Step 1 |
In the Unified CVP Operations Console, navigate to . |
|
Step 2 |
Create a server group for the Cisco Unified Communications Manager devices: The FQDN should match the FQDN configured in the Enterprise Cluster FQDN setting on the Cisco Unified Communications Manager. For example, cucm.cisco.com. Adding the cluster subscriber nodes will load balance across all sub nodes. |
|
Step 3 |
Create a server group for the gateway devices: |
|
Step 4 |
Associate these server groups to all Unified CVP Call Servers: |
Dialed number patterns are required for:
Agent Device
Network VRU
Ringtone
Error
|
Step 1 |
In the Unified CVP Operations Console, navigate to . |
||||||||||||||||||||
|
Step 2 |
For each dialed number pattern in the following table:
|
||||||||||||||||||||
|
Step 3 |
After you configure all dialed number patterns, click Deploy. |
||||||||||||||||||||
|
Step 4 |
Click Deployment Status to make sure that you applied the configuration.
|
Note |
Complete all configuration steps in mode. |
|
Step 1 |
Configure the network interfaces: |
||||
|
Step 2 |
Configure global settings: |
||||
|
Step 3 |
Configure voice codec preference: |
||||
|
Step 4 |
Configure Unified CVP services and settings: |
||||
|
Step 5 |
Configure primary and secondary media servers: |
||||
|
Step 6 |
Configure the dial-peers: |
||||
|
Step 7 |
Configure the hardware resources (transcoder, conference bridge, and MTP):
|
||||
|
Step 8 |
(Optional) Configure the SIP Trunking: |
||||
|
Step 9 |
Configure Incoming PSTN Sip Trunk Dial Peer |
||||
|
Step 10 |
Configure ASR TTS: |
||||
|
Step 11 |
Configure SNMP |
||||
|
Step 12 |
Configure Back-office
Example:
|
Complete the following procedure to configure a device pool.
|
Step 1 |
Choose . |
|
Step 2 |
Click Add new. |
|
Step 3 |
Provide an appropriate device pool name in Device Pool Name. |
|
Step 4 |
Select a corresponding Call manager group in Cisco Unified Communications Manager group. |
|
Step 5 |
Select appropriate Date/Time Group and Region. |
|
Step 6 |
Select an appropriate Media resource group list in Media Resource Group List. |
|
Step 7 |
Click Save. |
Complete the following procedure to add a Unified Communications Manager to the Unified Communications Manager Group.
Before you configure a Unified Communications Manager Group, you must configure the Unified Communications Managers that you want to assign as members to that group.
|
Step 1 |
Login to the Cisco Unified Communication Manager Administration page, choose . |
|
Step 2 |
Make sure that you configure both the Publisher and Subscriber.
|
|
Step 3 |
Choose. |
|
Step 4 |
Click Find. |
|
Step 5 |
Make sure that you configured both the Publisher and Subscriber. |
|
Step 6 |
Choose . |
|
Step 7 |
Add both Cisco Unified Communications Managers to the Default Unified Communications Manager Group. Select Default and from the Available Cisco unified communication managers select both Publisher and Subscriber to Selected Cisco Unified Communications Managers |
|
Step 8 |
Click Save. |
Complete the following procedure to add a computer telephony integration (CTI) route point for agents to use for transfer and conference.
|
Step 1 |
Choose. |
||
|
Step 2 |
Click Add New. |
||
|
Step 3 |
Use the wildcard string XXXXX to represent the digits of the dialed number configured on Unified CCE.
|
||
|
Step 4 |
Select the appropriate device pool. |
||
|
Step 5 |
Click Save. |
Complete the following procedure to configure a trunk for the Unified CVP Servers.
|
Step 1 |
Choose . |
|
Step 2 |
Click Add New. |
|
Step 3 |
From the Trunk Type drop-down list, choose SIP Trunk, and then click Next. |
|
Step 4 |
In the Device Name field, enter a name for the SIP trunk. |
|
Step 5 |
In the Description field, enter a description for the SIP trunk.
|
|
Step 6 |
Click Next. |
|
Step 7 |
In the Trunk Configuration window, enter the appropriate settings:
|
|
Step 8 |
Click Save. |
|
Step 1 |
Choose . |
||||
|
Step 2 |
In the Application User Configuration window, click Add New. |
||||
|
Step 3 |
Enter the User ID that you entered in Set Up Enterprise Parameters. Unified CCE defines the user ID as pguser. |
||||
|
Step 4 |
Enter a cisco in the Password field of your choice.
|
||||
|
Step 5 |
Add the application user to the Standard CTI Enabled Group and Role:
|
||||
|
Step 6 |
Associate the CTI route points and the phones with the application user. |
||||
|
Step 7 |
Click Save. |
|
Step 1 |
Select . |
|
Step 2 |
Enter values for the mandatory fields. |
|
Step 3 |
Select the Enable OPTIONS Ping to monitor destination status for Trunks with Service Type "None (Default)" check box. |
|
Step 4 |
Associate this SIP profile on the trunk. |
|
Step 1 |
Choose . |
|
Step 2 |
Add a route pattern for the Unified CVP routing clients as follows:
|
|
Step 3 |
Add a route pattern for the Cisco Unified Communications Manager routing client. |
|
Step 1 |
Choose . |
|
Step 2 |
Add a conference bridge for each ingress/VXML combination gateway in the deployment. |
|
Step 3 |
In the Conference Bridge name field, enter a unique identifier for the conference bridge name that coincides with the configuration on the gateway. |
|
Step 4 |
Click Save. |
|
Step 5 |
Click Apply Config. |
|
Step 1 |
Choose . |
|
Step 2 |
Add a media termination point for each ingress/VXML combo gateway in the deployment. |
|
Step 3 |
In the Media Termination Point Name field, enter a media termination point name for each ingress/VXML combo gateway in the deployment. |
|
Step 4 |
Click Save. |
|
Step 5 |
Click Apply Config. |
|
Step 1 |
Choose . |
|
Step 2 |
Add a transcoder for each ingress/VXML combo gateway in the deployment. |
|
Step 3 |
In the Device Name field, enter a unique identifier for the transcoder that coincides with the configuration on the gateway. |
|
Step 4 |
Click Save. |
|
Step 5 |
Click Apply Config. |
Complete the following procedure to configure a media resource group for conference bridge, media termination point, and transcoder.
|
Step 1 |
Choose . |
|
Step 2 |
Add a Media Resource Group for Conference Bridges. |
|
Step 3 |
Select all the hardware conference bridge resources configured for each ingress/VXML combination gateway in the deployment and add them to the group. |
|
Step 4 |
Click Save. |
|
Step 5 |
Choose . |
|
Step 6 |
Add a Media Resource Group for Media Termination Point. |
|
Step 7 |
Select all the hardware media termination points configured for each ingress/VXML combination gateway in the deployment and add them to the group. |
|
Step 8 |
Click Save. |
|
Step 9 |
Choose . |
|
Step 10 |
Add a Media Resource Group for Transcoder. |
|
Step 11 |
Select all the transcoders configured for each ingress/VXML combination gateway in the deployment and add them to the group. |
|
Step 12 |
Click Save. |
Complete the following procedure to configure and associate a media resource group list. Add the media resource group list to the following devices and device pool.
|
Step 1 |
Choose . |
|
Step 2 |
Add a Media Resource Group list and associate all of the media resource groups. |
|
Step 3 |
Click Save. |
|
Step 4 |
Choose . |
|
Step 5 |
Click Default. |
|
Step 6 |
From the Media Resource Group List drop-down list, choose the media resource group added in Step 2. |
|
Step 7 |
Click Save. |
|
Step 8 |
Click Reset. |
|
Step 9 |
Choose . |
|
Step 10 |
Click the configured CTI Route Point. For more information, see Set Up CTI Route Point. |
|
Step 11 |
From the Media Resource Group List drop-down list, choose the media resource group added in Step 2 |
|
Step 12 |
Click Save. |
|
Step 13 |
Click Reset. |
|
Step 14 |
Choose . |
|
Step 15 |
Click the configured SIP Trunk for. For more information, see Set Up Trunk. |
|
Step 16 |
From the Media Resource Group List drop-down list, choose the media resource group added in Step 2 |
|
Step 17 |
Click Save. |
|
Step 18 |
Click Reset. |
|
Step 1 |
Choose . |
||
|
Step 2 |
Configure the Cluster Fully Qualified Domain Name. Example:
|
|
Step 1 |
In Unified Communications Manager Administration, choose . |
|
Step 2 |
Click Add a New Phone. |
|
Step 3 |
Select CTI Port from the Phone Type drop-down list. |
|
Step 4 |
Click Next. |
|
Step 5 |
In Device Name, enter a unique name for the local CTI Port pool name; click OK when finished. Using the example naming convention format LCPxxxxFyyyy: |
|
Step 6 |
In Description, enter text identifying the local CTI Port pool. |
|
Step 7 |
Use the Device Pool drop-down list to choose the device pool to which you want network CTIPort pool assigned. (The device pool defines sets of common characteristics for devices.) |
|
Step 8 |
Click Save. |
|
Step 9 |
Highlight a record and select Add a New DN. |
|
Step 10 |
Add a unique directory number for the CTI port you just created. |
|
Step 11 |
When finished, click Save and Close. |
|
Step 12 |
Repeat the preceding steps to configure the network CTI Port pool. |
|
Step 13 |
In Device Name, enter a unique name for the local CTI Port pool name; click OK when finished. Use the example naming convention format RCPxxxxFyyyy, where: |
|
Step 14 |
In Description, enter text identifying the network CTI Port pool. |
|
Step 15 |
Use the Device Pool drop-down list to choose the device pool to which you want network CTI Port pool assigned. (The device pool defines sets of common characteristics for devices.) |
|
Step 16 |
Click Save. |
|
Step 17 |
Highlight a record and select Add a New DN. |
|
Step 18 |
Add a unique directory number for the CTI port you just created. |
|
Step 19 |
When finished, click Save and Close. |
Complete the following procedure to configure Unified Communications Manager for Local Trunk.
|
Step 1 |
From Unified Communications Manager Administration choose . |
|
Step 2 |
Click Find to list the locations and add new ones with appropriate bandwidth (8000). |
|
Step 3 |
For the branch phones, configure each phone so that it is assigned the branch location for that phone.
|
|
Step 4 |
Verify that the Cisco AXL Web Service is started and that an Application User is defined and has a role of Standard AXL API Access.
|
Complete the following procedure to deploy the SIP trunk for local trunk:
|
Step 1 |
Using Unified Communications Manager, create a SIP trunk toward the SIP proxy server and select the Phantom location. |
|
Step 2 |
Create a SIP trunk for each ingress gateway and make the location of these ingress TDM-IP gateways the actual branch location. |
|
Step 3 |
Create a route pattern pointing the Network VRU Label of the Unified Communications Manager routing client to the SIP trunk toward the SIP proxy. The SIP proxy should route the Network VRU label of the Unified Communications Manager routing client to the Unified CVP Servers. |
|
Step 4 |
For any IP-originated calls, associate the Unified Communications Manager route pattern with the SIP trunk. |
|
Step 5 |
Using the Unified Communications Manager Administration, choose Device > Device Settings > SIP Profile > Trunk Specific Configuration > Reroute Incoming Request to new Trunk based on > Call-Info header with the purpose equal to x-cisco-origIP. |
|
Step 6 |
Associate the new SIP profile with the SIP trunk and each ingress gateway. |
Complete the following procedure to configure Unified Communications Manager:
|
Step 1 |
Log in to the Unified Communications Manager administration page. |
|
Step 2 |
Select Devices > Trunk. |
|
Step 3 |
Create a SIP trunk to Outbound gateway. |
Complete the following procedure to configure Unified Communications Manager.
|
Step 1 |
Click the System. |
|
Step 2 |
Select Service Parameters. |
|
Step 3 |
Select a Server. |
|
Step 4 |
Select the service as Cisco Call Manager(Active). |
|
Step 5 |
Under Clusterwide Parameters (system-location and region), ensure the following:
|
|
Step 6 |
Click Save. |
To enable reporting and control of secondary lines, follow these configuration steps on Unified Communications Manager. This is required for deployments that have agents using phones that require Join Across Line (JAL) to be enabled.
Note |
Use of JAL and DTAL phone features is deprecated. Do not use these features in new deployments. |
Multiline Agent Control supports a maximum of four lines per phone, one ACD line and up to three non-ACD lines.
Note |
Unified CCE supports shared lines for ACD lines but does not support for Non ACD lines. Several agents cannot share a common extension on their phones. However, one agent can have two phones that share a common second line. The agent cannot sign in on both phones at the same time. |
|
Step 1 |
Enable the Application User for the agent peripheral with the role of Standard CTI Allow Control of Phones supporting Connected Xfer and conf to support phones that require Join Across Line setting. |
|
Step 2 |
Configure all agent phones with the following parameters:
|
Follow this procedure to upload an audio file in an existing node or new node in a Cisco Unified Communications Manager cluster.
If you are uploading to a new node, you must first configure a new and dedicated Music on Hold node that can have only two Cisco Unified Communications Manager services running: Cisco Call Manager, and Cisco IP Voice Media Streaming Application. Additionally, the Cisco IP Voice Media Streaming Application service must be deactivated in all of the other nodes in the Cisco Unified Communications Manager cluster that contains the dedicated Music on Hold node. For more information, see Installing Cisco Unified Communications Manager.
|
Step 1 |
Log in to the Cisco Unified Communications Manager Administration page. |
|
Step 2 |
Click the Media resources tab, and then click MOH Audio File Management. |
|
Step 3 |
In the MOH Audio File Management page, click Upload File. |
|
Step 4 |
In the Upload File window, click Browse, select the audio file that you want to set for Music on Hold, and then click Open. |
|
Step 5 |
Click Upload File. |
The audio file is now available for use as a Music on Hold audio source.
Configure the uploaded audio file so that it can be used as an audio source for Music on Hold.
|
Step 1 |
In the Cisco Unified Communications Manager Administration page, click Media resources tab, and then click Music On Hold Audio Source. |
|
Step 2 |
Click Add new. |
|
Step 3 |
In the MOH Audio Stream Number field, enter a number that you want to assign to the audio file. You cannot choose a number that has already been assigned to another audio file. |
|
Step 4 |
In the MOH Audio Source file drop-down menu, choose the audio file that you want to configure as the MoH audio source. |
|
Step 5 |
(Optional) The MOH Audio Source Name field automatically populates the name of the audio file that you chose in the previous step. You can edit the name of the audio file that you selected. |
|
Step 6 |
Click Save. |
Configure the audio source in the Unified CCE routing script.
|
Step 1 |
Log in to the Unified CCE Administrator workstation. |
||
|
Step 2 |
Open the Script Editor. |
||
|
Step 3 |
Open the script in which you want to set the caller specific Music on Hold. |
||
|
Step 4 |
Set the call variable SIPHeader with the value Example:
|
||
|
Step 5 |
Click Save. |
The audio file is now configured as the source audio file that will play for caller specific Music on Hold.
Configure the A Side and B Side CTI servers on the primary Finesse server.
|
Step 1 |
If you are not already signed in, sign in to the administration console on the primary Finesse server: https://FQDN of Finesse server/cfadmin |
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|
Step 2 |
Sign in with the Application User credentials defined during installation. |
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|
Step 3 |
In the Contact Center Enterprise CTI Server Settings area, enter the CTI server settings as described in the following table. Refer to your configuration worksheet if necessary.
|
||||||||||||||
|
Step 4 |
Click Save. |
Configure the Contact Center Enterprise Administration & Data Server settings to enable authentication for Cisco Finesse agents and supervisors.
Note |
If you are using HTTPS, the first time you access the administration console, you see a browser security warning. To eliminate browser security warnings each time you sign in, you can trust the self-signed certificate provided with Finesse or obtain and upload a CA certificate. |
|
Step 1 |
Sign in to the administration console. |
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|
Step 2 |
In the Contact Center Enterprise Administration & Data Server Settings area, enter the Administration & Data Server settings as described in the following table. Refer to your configuration worksheet if necessary.
|
||||||||||||||||||||
|
Step 3 |
Click Save. |
Configure the cluster settings for the secondary Finesse node. The secondary Finesse node handles agent requests if the primary server goes down.
|
Step 1 |
If you are not already signed in the primary node, sign in to the administration console of the primary node with the Application User credentials. |
|
Step 2 |
In the Cluster Settings area, in the Hostname field, enter the hostname of the secondary Finesse server. |
|
Step 3 |
Click Save. |
Note |
After you restart Finesse, it can take approximately 6 minutes for all server-related services to restart. Therefore, you wait 6 minutes before you attempt to access the Finesse administration console. |
|
Step 1 |
Access the CLI and run the following command: utils service restart Cisco Finesse Tomcat |
|
Step 2 |
You can enter the command utils service list to monitor the Cisco Finesse Tomcat Service. After Cisco Finesse Tomcat changes to STARTED, the configured agents can sign in to the desktop. |
|
Step 1 |
Access the CLI on the primary Finesse server. |
|
Step 2 |
Sign in with the Administrator User credentials that are defined during installation. |
|
Step 3 |
Run the following command: utils dbreplication runtimestate This command returns the replication status on both the primary and secondary Finesse servers. |
Agents who do not have a password defined in Unified CCE Configuration Manager cannot sign in to Finesse.
Agent password is an optional field in Unified CCE, but it is mandatory for Cisco Finesse.
For agents who do not have passwords, you must perform the following steps:
|
Step 1 |
Launch Unified CCE Configuration Manager. |
|
Step 2 |
Locate the record for the agent (Agent Explorer > Agent tab). |
|
Step 3 |
Enter a password, and save the record. |
The Logout non-activity time specifies how long an agent can remain inactive in the Not Ready state before that agent is signed out of Finesse.
For agents who use the Task Routing interface on Finesse for non-voice tasks, set the Logout non-activity time to blank.
Perform the following steps to configure Logout non-activity time for an agent.
|
Step 1 |
Launch the Unified CCE Configuration Manager. |
|
Step 2 |
Launch Agent Desk Settings List (). |
|
Step 3 |
Select Agent Desk Settings List. |
|
Step 4 |
In the Logout non-activity time field, enter the number of seconds of agent inactivity while in the Not Ready state before the system software signs the agent out. You can enter a value between 10 seconds and 7200 seconds. |
|
Step 5 |
Click Save. |
After the system administrator defines configuration settings and restarts services, agents who have passwords and operational handsets can sign in to the Finesse Agent Desktop.
Note |
Finesse agents can enter either their |
Note |
After you restart Finesse, it takes approximately 6 minutes for all server-related services to restart. Therefore, you should wait 6 minutes before you attempt to sign in to the desktop. |
Note |
If you are using HTTPS, the first time you access the agent desktop, you see a browser security warning. To eliminate browser security warnings each time you sign in, you can trust the self-signed certificate provided with Finesse or obtain and upload a CA certificate. |
|
Step 1 |
Enter the following URL in the address bar of your browser: http://FQDN of Finesse server/desktop |
||
|
Step 2 |
If you installed the language pack ES file, you can select the language you want to appear on the desktop from the language selector drop-down list. If you did not install the language pack ES file, the language selector drop-down list does not appear in the user interface.
|
||
|
Step 3 |
Enter your Username, Password, and Extension, and then click Sign In. If your agent is signed into the Agent Desktop in Single Sign-On Mode or Hybrid Mode, refer to the sections Sign In to Finesse Desktop Single Sign-On Mode or Sign In to Finesse Desktop Hybrid Mode in the Cisco Finesse Desktop User Guide for Unified Contact Center Enterprise. |
Note |
This procedure only applies if you are using HTTPS. This procedure is optional. If you are using HTTPS, you can choose to obtain and upload a CA certificate or you can choose to use the self-signed certificate provided with Finesse. |
To eliminate browser security warnings each time you sign in, obtain an application and root certificate signed by a Certificate Authority (CA). Use the Certificate Management utility from Cisco Unified Communications Operating System Administration.
To open Cisco Unified Communications Operating System Administration, enter the following URL in your browser:
https://hostname of primary UCCX server/cmplatform
Sign in using the username and password for the Application User account created during the installation of Finesse.
Note |
You can find detailed explanations in the Security topics of the Cisco Unified Communications Operating System Administration Online Help. |
|
Step 1 |
Generate a CSR. |
||
|
Step 2 |
Download the CSR.
|
||
|
Step 3 |
Generate and download a CSR for the secondary Finesse server. To open Cisco Unified Operating System Administration for the secondary server, enter the following URL in the address bar of your browser: https://hostname of secondary UCCX server/cmplatform |
||
|
Step 4 |
Use the CSRs to obtain the CA root certificate, intermediate certificate, and signed application certificate from the Certificate Authority.
|
||
|
Step 5 |
When you receive the certificates, select . |
||
|
Step 6 |
Upload the root certificate.
|
||
|
Step 7 |
Upload the intermediate certificate.
|
||
|
Step 8 |
Upload the application certificate.
|
||
|
Step 9 |
After the upload is complete, sign out from the Platform Admin page of Finesse. |
||
|
Step 10 |
Restart Cisco Tomcat on the primary Unified CCX node. |
||
|
Step 11 |
Restart Cisco Finesse Tomcat on the primary Unified CCX node. |
||
|
Step 12 |
Restart Cisco Unified Intelligence Center Reporting Service. |
||
|
Step 13 |
Restart Unified CCX Notification Service.
|
||
|
Step 14 |
Upload the application certificate to the secondary Unified CCX server. You do not need to upload the root and intermediate certificates to the secondary Unified CCX server. After you upload these certificates to the primary server, they are replicated to the secondary server. |
||
|
Step 15 |
Restart Cisco Tomcat and Cisco Finesse Tomcat on the secondary Unified CCX node. |
This procedure assumes that you are using the Windows Certificate Services. Perform the following steps to retrieve the root CA certificate from the certificate authority. After you retrieve the root certificate, each user must install it in the browser used to access Finesse.
|
Step 1 |
On the Windows domain controller, run the CLI command certutil -ca.cert ca_name.cer, in which ca_name is the name of your certificate. |
|
Step 2 |
Save the file. Note where you saved the file so you can retrieve it later. |
Every Firefox user in the system must perform the following steps once to accept the certificate.
Note |
To avoid certificate warnings, each user must use the fully-qualified domain name (FQDN) of the Finesse server to access the desktop. |
|
Step 1 |
From the Firefox browser menu, select Options. |
|
Step 2 |
Click Advanced. |
|
Step 3 |
Click the Certificates tab. |
|
Step 4 |
Click View Certificates. |
|
Step 5 |
Click Authorities. |
|
Step 6 |
Click Import and browse to the ca_name.cer file (in which ca_name is the name of your certificate). |
|
Step 7 |
Check the Validate Identical Certificates check box. |
|
Step 8 |
Restart the browser for certificate installation to take effect. |
|
Step 1 |
In the browser, go to Settings. |
|
Step 2 |
In the Chrome browser, select Advanced Settings > Privacy and Security, click Manage Certificates. |
|
Step 3 |
In the Microsoft Edge browser, select Privacy, search, and services. Under Security, click Manage Certificates. |
|
Step 4 |
Click Trusted Root Certification Authorities tab. |
|
Step 5 |
Click Import and browse to the ca_name.cer file. |
|
Step 6 |
Restart the browser for the certificate to install. |
Ensure that the pop-ups are enabled for the Finesse desktop.
After you enter the Finesse desktop URL in your browser, the procedure to add a certificate is as follows:
The procedure to add a certificate varies for each browser. The procedure for each browser is as follows:
Firefox
On Your connection is not secure page, click Advanced > Add Exception.
Note |
Ensure that the Permanently store this exception box is checked. |
Click Confirm Security Exception.
On and click Sign In.
In the SSL Certificate Not Accepted dialog box, click the certificate link. A browser tab opens for the certificate that you must accept.
On the browser tab, click I Understand the Risks > Add Exception. Ensure that the Permanently store this exception box is checked.
Click Confirm Security Exception. The browser tab closes after you accept the certificate and the accepted certificate link is removed from the SSL Certificate Not Accepted dialog box. Close the browser tab if it does not automatically close.
Repeat the preceding steps for all the certificate links. After you accept all the certificates, the sign-in process is complete.
Chrome and Edge Chromium (Microsoft Edge)
A page appears that states your connection is not private. To open the Finesse sign in page,
In Chrome, click Advanced > Proceed to <Hostname> (unsafe).
In Microsoft Edge, click Advanced > Continue to <Hostname> (unsafe).
Enter your agent ID or username, password, and extension, and then click Sign In.
In the SSL Certificate Not Accepted dialog box, click the certificate link. A browser tab opens for the certificate that you must accept.
On the browser tab,
In Chrome, click Advanced > Proceed to <Hostname> (unsafe).
In Microsoft Edge, click Advanced > Continue to <Hostname> (unsafe).
The browser tab closes after you accept the certificate and the accepted certificate link is removed from the SSL Certificate Not Accepted dialog box. Close the browser tab if it does not automatically close.
Note |
If you click the certificate link and do not accept it, the certificate link stays enabled in the SSL Certificate Not Accepted dialog box. The certificate error appears every time you sign in. The procedure to permanently accept the certificate is as follows. |
Click on the certificate error that appears in the address bar and then,
In Chrome, select Certificate (Invalid).
In Microsoft Edge, select Certificate (not valid).
The Certificate dialog box appears.
In the Details tab, click Copy to File. The Certificate Export Wizard appears.
Click Next.
Keep the default selection DER encoded binary X.509 (.CER) and click Next.
Click Browse and select the folder in which you want to save the certificate, enter a recognizable file name and click Save.
Browse to the folder where you have saved the certificate (.cer file), right-click on the file, and click Install Certificate. The Certificate Import Wizard appears.
Keep the default selection Current User and click Next.
Select Place all certificates in the following store and click Browse. The Select Certificate Store dialog box appears.
Select Trusted Root Certification Authorities and click OK.
Click Next and then click Finish. A Security Warning dialog box appears that asks if you want to install the certificate.
Click Yes. A Certificate Import dialog box that states the import was successful appears.
Close the browser and sign in to Finesse. The security error does not appear in the address bar.
The procedure to download a certificate varies for each browser. The procedure for each browser is as follows:
Chrome and Edge Chromium (Microsoft Edge)
A warning page appears which states that your connection is not private. To open the Finesse Console sign in page,
In Chrome, click Advanced > Proceed to <Hostname> (unsafe).
In Microsoft Edge, click Advanced > Continue to <Hostname> (unsafe).
Click on the certificate error that appears in the address bar and then,
In Chrome, select Certificate (Invalid).
In Microsoft Edge, select Certificate (Not Valid).
A certificate dialog box appears with the certificate details.
Drag the Certificate icon to the desktop.
Double-click the certificate. The Keychain Access application opens.
In the right pane of Keychains dialog, browse to the certificate, right-click on the certificate, and select Get Info from the options that are listed. A dialog appears with more information about the certificate.
Expand Trust. From the When using this certificate drop-down, select Always Trust.
Close the dialog box that has more information about the certificate. A confirmation dialog box appears.
Authenticate the modification of Keychains by providing a password.
The certificate is now trusted, and the certificate error does not appear on the address bar.
Firefox
In your Firefox browser, enter the Finesse desktop URL. A warning page appears which states that there is a security risk.
Click Advanced and then click View Certificate link. The Certificate Viewer dialog box appears.
Click Details and then click Export. Save the certificate (.crt file) in a local folder.
Note |
If .crt file option is not available, select .der option to save the certificate. |
From the menu, select Firefox > Preferences. The Preferences page is displayed.
In the left pane, select Privacy & Security.
Scroll to the Certificates section and click View Certificates .... The Certificate Manager window is displayed.
Click Import and select the certificate.
The certificate is now authorized, and the certificate error does not appear on the address bar.
Complete the following steps to ensure Finesse responds as expected when it is not the active window:
|
Step 1 |
Open Firefox and enter about:config in the address bar. |
|
Step 2 |
On the warranty page, click I accept the risk!. |
|
Step 3 |
In the Search field, enter |
|
Step 4 |
Double-click dom.disable_window_flip to set the value to false. |
|
Step 5 |
Restart Firefox. |
|
Step 1 |
Open Chrome and enter chrome://flags/#automatic-tab-discarding in the address bar. |
|
Step 2 |
Press Enter. |
|
Step 3 |
Select Disabled from the drop-down list. |
|
Step 4 |
Click Relaunch Now. |
Note |
This procedure is required for uncommon environments where non-hierarchical DNS configuration exists. If your environment has hierarchical DNS configuration, you do not need to perform this procedure. This procedure applies to clients that use a Windows operating system. For information about configuring DNS on Mac clients, see your Apple documentation (www.apple.com/mac). |
Configuring DNS on client computers allows the clients to resolve the fully-qualified domain name (FQDN) of the active Finesse server during a failover.
|
Step 1 |
Go to . (Open the Control Panel, enter Network Connections in the search bar, and then click View network connections.) |
|
Step 2 |
Click the appropriate network connection. |
|
Step 3 |
Click Properties. |
|
Step 4 |
On the Networking tab, select Internet protocol version 4 (TCP/IPv4) or Internet protocol version 6 (TCP/IPv6) if the client is IPV6, and then click Properties. |
|
Step 5 |
Click Advanced. |
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Step 6 |
On the DNS tab, under DNS server addresses, in order of use, click Add. |
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Step 7 |
Enter the IP address of the DNS server that was entered during installation and click Add. |
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Step 8 |
If a secondary DNS was entered during installation, repeat Step 5 and Step 6 to add its IP address. |
Cisco Unified Intelligence Center provides Live Data real-time reports that you can add to the Finesse desktop.
Before you add Live Data reports to the desktop, you must meet the following prerequisites:
You must have the Live Data reports configured and working in Cisco Unified Intelligence Center.
You must use either HTTP or HTTPS for both Cisco Unified Intelligence Center and Finesse. You cannot use HTTP for one and HTTPS for the other. The default setting for both after a fresh installation is HTTPS. If you want to use HTTP, you must enable it on both Cisco Unified Intelligence Center and Finesse. For information about enabling HTTP for Cisco Unified Intelligence Center, see the Administration Console User Guide for Cisco Unified Intelligence Center at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-maintenance-guides-list.html.
Ensure that user integration synchronization is enabled for Cisco Unified Intelligence Center. For more information, see the Administration Console User Guide for Cisco Unified Intelligence Center .
If your deployment uses HTTPS, you must upload security certificates to the Finesse, Cisco Unified Intelligence Center, and Live Data servers depending your deployment:
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On Server |
Import Certificates From |
|---|---|
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Finesse |
Live Data and Cisco Unified Intelligence Center |
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Live Data |
None required |
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Cisco Unified Intelligence Center |
Live Data |
Finesse, Cisco Unified Intelligence Center, and Live Data are installed with self-signed certificates. However, if you use the self-signed certificates, agents and supervisors must accept certificates in the Finesse desktop when they sign in before they can use the Live Data gadget. To avoid this requirement, you can provide a CA certificate instead. You can obtain a CA certificate from a third-party certificate vendor or produce one internal to your organization.
The following sections describe how to add the Live Data reports to the Finesse desktop. The procedure that you follow depends on several factors, described in the following table.
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Procedure |
When to use |
|---|---|
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Add Live Data reports to default desktop layout |
Use this procedure if you want to add Live Data reports to the Finesse desktop after a fresh installation or after an upgrade if you have not customized the default desktop layout. |
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Add Live Data reports to custom desktop layout |
Use this procedure if you have customized the Finesse desktop layout. |
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Add Live Data reports to team layout |
Use this procedure if you want to add Live Data reports to the desktop layout for specific teams only. |
The Finesse default layout XML contains commented XML code for the Live Data report gadgets available for the Finesse desktop. The gadgets are divided into two categories: HTTPS version of Live Data gadgets and HTTP version of Live Data gadgets.
This procedure explains how to add the Live Data report gadgets to the default desktop layout. Use this procedure after a fresh installation of Finesse. If you upgraded Finesse but do not have a custom desktop layout, click Restore Default Layout on the Manage Desktop Layout gadget and then follow the steps in this procedure. Note that line breaks and spaces that appear in the example text are provided only for readability and must not be included in the actual code.
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Step 1 |
Sign in to the Finesse administration console (https://FQDN of Finesse server:Port Number(8445)/cfadmin), in which FQDN refers to the fully qualified domain name. |
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Step 2 |
Click the Desktop Layout tab. |
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Step 3 |
Remove the comment characters (<!-- and -->) from each report that you want to add to the desktop layout. Make sure you choose the reports that match the method your agents use to access the Finesse desktop (HTTP or HTTPS). |
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Step 4 |
Replace my-cuic-server with the fully qualified domain name of your Cisco Unified Intelligence Center Server. |
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Step 5 |
Optionally, change the gadget height. Example:The height specified in the Live Data gadget URLs is 310 pixels. If you want to change the height, change the gadgetHeight parameter in the URL to the desired value. For example, if you want the gadget height to be 400 pixels, change the code as follows, replacing 310 with 400: To maintain the optimal display of the gadget with scroll bars, set the value for the gadget height to a minimum of 200 pixels. If the report does not require scroll bars, for example a one-row report, you can set a smaller gadget height (for example, 100 pixels). If you do not specify anything for the gadget height (if you remove the 310 from the URL), it defaults to 170 pixels. |
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Step 6 |
Click Save.
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The Finesse default layout XML contains commented XML code for the Live Data report gadgets available for the Finesse desktop. The gadgets are divided into two categories: HTTPS version of Live Data gadgets and HTTP version of Live Data gadgets.
This procedure explains how to add the Live Data report gadgets to a custom desktop layout. Note that line breaks and spaces that appear in the example text are provided only for readability and must not be included in the actual code.
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Step 1 |
Sign in to the Finesse administration console. |
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Step 2 |
Click the Desktop Layout tab. |
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Step 3 |
Click Finesse Default Layout XML to show the default layout XML. |
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Step 4 |
Copy the XML code for the report you want to add from the Finesse default layout XML. If your agents use HTTP to access Finesse, copy the XML code for the HTTP report. If they use HTTPS, copy the XML code for the HTTPS report. Example:To add the Agent Report for HTTPS, copy the following: |
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Step 5 |
Paste the XML within the tab tags where you want it to appear. Example:To add the report to the home tab of the agent desktop: |
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Step 6 |
Replace my-cuic-server with the fully qualified domain name of your Cisco Unified Intelligence Center Server. |
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Step 7 |
Optionally, change the gadget height. Example:The height specified in the Live Data gadget URLs is 310 pixels. If you want to change the height, change the gadgetHeight parameter in the URL to the desired value. For example, if you want the gadget height to be 400 pixels, change the code as follows: To maintain the optimal display of the gadget with scroll bars, set the value for the gadget height to a minimum of 200 pixels. If the report does not require scroll bars, for example a one-row report, you can set a smaller gadget height (for example, 100 pixels). If you do not specify anything for the gadget height (if you remove the 310 from the URL), it defaults to 170 pixels. |
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Step 8 |
Click Save.
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The Finesse default layout XML contains commented XML code for the Live Data report gadgets available for the Finesse desktop. The gadgets are divided into two categories: HTTPS version of Live Data gadgets and HTTP version of Live Data gadgets.
This procedure explains how to add the Live Data report gadgets to the desktop layout of a specific team. Note that line breaks and spaces that appear in the example text are provided only for readability and must not be included in the actual code.
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Step 1 |
Sign in to the Finesse administration console. |
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|
Step 2 |
Click the Desktop Layout tab. |
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Step 3 |
Click Finesse Default Layout XML to show the default layout XML. |
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Step 4 |
Copy the XML code for the report you want to add from the Finesse default layout XML. If your agents use HTTP to access Finesse, copy the XML code for the HTTP report. If they use HTTPS, copy the XML code for the HTTPS report. Example:To add the Agent Report for HTTPS, copy the following: |
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|
Step 5 |
Click the Team Resources tab. |
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Step 6 |
Select the team from the list of teams for which you want to add the report. |
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Step 7 |
In the Resources for <team name> area, click the Desktop Layout tab. |
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Step 8 |
Check the Override System Default check box. |
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Step 9 |
Paste the XML within the tab tags where you want it to appear. Example:To add the report to the home tab of the agent desktop: |
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Step 10 |
Replace my-cuic-server with the fully qualified domain name of your Cisco Unified Intelligence Center Server. |
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Step 11 |
Optionally, change the gadget height. Example:The height specified in the Live Data gadget URLs is 310 pixels. If you want to change the height, change the gadgetHeight parameter in the URL to the desired value. For example, if you want the gadget height to be 400 pixels, change the code as follows: To maintain the optimal display of the gadget with scroll bars, set the value for the gadget height to a minimum of 200 pixels. If the report does not require scroll bars, for example a one-row report, you can set a smaller gadget height (for example, 100 pixels). If you do not specify anything for the gadget height (if you remove the 310 from the URL), it defaults to 170 pixels. |
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Step 12 |
Click Save.
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This procedure describes how to modify the Live Data stock reports in Cisco Unified Intelligence Center and add the modified report to the Finesse desktop layout. Note that line breaks and spaces that appear in the example text are provided only for readability and must not be included in the actual code.
Note |
To make sure the modified gadget renders in the Finesse desktop, you must give the appropriate permission for that report in Cisco Unified Intelligence Center. |
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Step 1 |
Sign in to the Finesse administration console. |
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|
Step 2 |
Click the Desktop Layout tab. |
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Step 3 |
Click Finesse Default Layout XML to show the default layout XML. |
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Step 4 |
Copy the gadget URL for the report you want to modify from the Finesse default layout XML and paste it into a text editor. Example:If you want to modify the Agent Report for HTTPS, copy the following URL and paste it into a text editor: |
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Step 5 |
In Cisco Unified Intelligence Center, in Edit view of the report, select the view for which you want to create a gadget URL and then click Links. The HTML Link field displays the permalink of the customized report. |
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Step 6 |
Copy the permalink of the customized report from the HTML Link field, and paste it in a text editor. Then copy the viewId value from this link into the desired view. Example:Copy the viewId, which is underlined in this example, from the permalink for the report. |
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Step 7 |
Replace the desired viewId value in the gadget URL with the viewId value from the permalink of the customized report. |
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Step 8 |
Replace my-cuic-server with the FQDN of the Cisco Unified Intelligence Center Server. |
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Step 9 |
Add the customized gadget URL to the desktop layout XML in the Manage Desktop Layout gadget and click Save.
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If |
Then |
|---|---|
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The administration console does not load after a fresh installation. |
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Agents cannot sign in to the desktop after a fresh installation. |
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