UCCX 7.x Admin Guide

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Transcript of UCCX 7.x Admin Guide

Cisco Unified CCX Administration Guide, Release 7.0(1)Cisco Unified Contact Center Express and Cisco Unified IP IVR April 2009

Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED AS IS WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCDE, CCSI, CCENT, Cisco Eos, Cisco HealthPresence, the Cisco logo, Cisco Lumin, Cisco Nexus, Cisco Nurse Connect, Cisco Stackpower, Cisco StadiumVision, Cisco TelePresence, Cisco WebEx, DCE, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn and Cisco Store are service marks; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, EtherFast, EtherSwitch, Event Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iPhone, iQuick Study, IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0903R) Cisco Unified CCX Administration Guide, Release 7.0(1) Copyright 2009 Cisco Systems, Inc. All rights reserved.

CONTENTSPreface iii Audience 1-iv Organization 1-iv Conventions 1-viii Obtaining Documentation and Submitting a Service Request 1-ix1

PART

Unified CCX: Overview1

CHAPTER

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

Cisco Unified CCX Administration Guide, Release 7.0(1)

i

Contents

Configuring Unified CCX Applications 1-16 Available Applications 1-16 Managing Scripts, Prompts, Grammars, and Documents 1-17 Configuring Unified CCX Historical Reporting 1-18 Running and Managing Unified CCX 1-18 Where To Go From Here? 1-192

CHAPTER

Introduction to Unified CCX Administration Web Interface 2-1 Accessing Unified CCX Administration Web Interface 2-2 Unified CCX Administration Menu Bar and Menus 2-3 Unified CCX Configuration Web Pages 2-4 Displaying Details for Advanced Configuration 2-5 Using Navigation Bar 2-6 Using Other Hyperlinks and Buttons 2-6 Using Configuration Wizards 2-7

PART

2

Unified CCX: Configuration3

CHAPTER

Unified CCX Provisioning Checklist 3-1 About Unified CCX 3-2 Unified CCX Provisioning Checklist 3-3 Changing the Licensing Packages 3-4

CHAPTER

4

Provisioning Unified CM for Unified CCX 4-1 Configuring Unified CM Information 4-2 Modifying Cluster Information from Unified CCX 4-3 Displaying Unified CM Cluster Nodes in Unified CCX 4-4 Modifying AXL Information 4-5

Cisco Unified CCX Administration Guide, Release 7.0(1)

ii

Contents

Modifying Unified CM Telephony Information 4-8 Modifying RmCm Provider Information 4-10 Modifying NTP Configuration 4-12 Configuring Unified CM for Unified CCX 4-14 Invoking Unified CM Administration 4-14 Defining Unified CM Users as Agents 4-15 Guidelines for Configuring Agent Phones 4-16 Assigning Unified CM Users as Cisco TelePresence Virtual Agents 4-17 Assigning Unified CM Users as Unified CCX Agents 4-195

CHAPTER

Provisioning Unified CCX for Unified CME 5-1 Introducing Unified CME for Unified CCX 5-2 Guidelines 5-2 Supported Features 5-3 Interoperability between Unified CCX and Unified CME 5-4 Verifying Licenses 5-5 Modifying Unified CME Information from Unified CCX 5-5 Configuring the AXL User in Unified CCX 5-6 Provisioning Unified CME Telephony Subsystem 5-7 Validating Unified CME and Unified CCX Data 5-8 Configuring a Unified CME Telephony Provider 5-9 Modifying Unified CME Telephony Call Control Group 5-10 Modifying a Unified CME Telephony Trigger 5-10 Managing Unified CME Users 5-15 Assigning Capability Views to Unified CME Users 5-15 Creating New Unified CME Users 5-16 Changing Passwords and Pins 5-18 Identifying Agent Directory Numbers 5-18

Cisco Unified CCX Administration Guide, Release 7.0(1)

iii

Contents

CHAPTER

6

Provisioning Telephony and Media 6-1 About Unified CCX Telephony and Media 6-2 Media Termination Groups 6-3 Provisioning Channels to Handle Calls 6-3 Telephony and Media Resources Provisioning Checklist 6-5 Provisioning Unified CM Telephony Subsystem 6-5 Resynchronizing Unified CM Telephony Data 6-6 Resynchronizing Cisco JTAPI Client 6-7 Configuring a Unified CM Telephony Provider 6-8 Adding a New Unified CM Telephony Call Control Group 6-9 Adding a Unified CM Telephony Trigger 6-15 Additional Unified CM Telephony Information 6-22 Provisioning Unified CM Telephony Triggers for Unified CCX Queuing 6-22 Resynchronizing Unified CM Telephony Information 6-22 Unified CM Telephony Provider Migration 6-24 Provisioning Cisco Media Subsystem 6-24 Adding a CMT Dialog Control Group 6-25 Provisioning ASR and TTS in Unified CCX 6-27 Before You Provision ASR/TTS 6-27 Provisioning MRCP ASR Subsystem 6-28 Provisioning MRCP ASR Providers 6-29 Provisioning MRCP ASR Servers 6-30 Provisioning MRCP ASR Dialog Groups 6-32 Provisioning MRCP TTS Subsystem 6-35 Provisioning MRCP TTS Providers 6-36 Provisioning MRCP TTS Servers 6-38 Provisioning MRCP TTS Default Genders 6-39

Cisco Unified CCX Administration Guide, Release 7.0(1)

iv

Contents

CHAPTER

7

Provisioning Unified CCX 7-1 Configuring RmCm Provider 7-2 Provisioning RmCm Provider 7-2 Associating Agent Extensions with the RmCm Provider 7-3 Configuring Resource Groups 7-4 Creating a Resource Group 7-4 Modifying an Existing Resource Group Name 7-5 Deleting a Resource Group 7-6 Configuring Skills 7-7 Creating a Skill 7-7 Modifying an Existing Skill Name 7-8 Deleting a Skill 7-9 Configuring Agents 7-10 Implications of Deleting Agents in Unified CM 7-11 Assigning Resource Groups and Skills to One Agent 7-12 Assigning Resource Groups and Skills to Multiple Agents 7-14 Removing Skills from Agents 7-16 Configuring Contact Service Queues 7-17 Creating a CSQ 7-18 Modifying an Existing CSQ 7-25 Deleting a CSQ 7-26 Resource Pool Selection Criteria: Skills and Groups 7-27 Resource Skill Selection Criteria Within a CSQ 7-28 Configuring and Using Remote Monitoring 7-30 Creating a Remote Monitoring Supervisor 7-31 Assigning Resources and CSQs to a Supervisor 7-32 Configuring Agent-Based Routing 7-34 Wrap-Up Data Usage 7-35 Configuring Teams 7-35Cisco Unified CCX Administration Guide, Release 7.0(1)

v

Contents

Creating a Team Supervisor 7-36 Creating Teams 7-37 Modifying Agents on Teams 7-38 Deleting a Team 7-39 Unified Gateway Auto-Configuration Details 7-408

CHAPTER

Provisioning Additional Subsystems 8-1 About Additional Subsystems 8-2 Provisioning Unified ICME Subsystem 8-3 Configuring General Unified ICME Information 8-4 Configuring Unified ICME VRU Scripts 8-7 Provisioning HTTP Subsystem 8-9 Configuring HTTP Triggers 8-10 Changing Port Numbers 8-12 Provisioning Database Subsystem 8-13 Defining an ODBC Data Source 8-14 Adding a New Data Source 8-17 Polling Database Connectivity 8-18 Provisioning eMail Subsystem 8-20

CHAPTER

9

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