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Getting Started with Cisco Unified CCXCisco Unified Contact Center Express and Cisco Unified IP IVR Premium, Enhanced, and Standard, Release 8.0(1) February 2010

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, CCENT, CCSI, Cisco Eos, Cisco Explorer, Cisco HealthPresence, Cisco IronPort, the Cisco logo, Cisco Nurse Connect, Cisco Pulse, Cisco SensorBase, Cisco StackPower, Cisco StadiumVision, Cisco TelePresence, Cisco TrustSec, Cisco Unified Computing System, Cisco WebEx, DCE, Flip Channels, Flip for Good, Flip Mino, Flipshare (Design), Flip Ultra, Flip Video, Flip Video (Design), Instant Broadband, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn, Cisco Capital, Cisco Capital (Design), Cisco:Financed (Stylized), Cisco Store, Flip Gift Card, and One Million Acts of Green are service marks; and Access Registrar, Aironet, AllTouch, 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 Lumin, Cisco Nexus, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, Continuum, EtherFast, EtherSwitch, Event Center, Explorer, Follow Me Browsing, GainMaker, iLYNX, IOS, iPhone, IronPort, the IronPort logo, Laser Link, LightStream, Linksys, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, PCNow, PIX, PowerKEY, PowerPanels, PowerTV, PowerTV (Design), PowerVu, Prisma, ProConnect, ROSA, SenderBase, SMARTnet, Spectrum Expert, StackWise, WebEx, and the WebEx logo are registered trademarks of Cisco 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. (1002R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. Getting Started with Unified CCX 2010 Cisco Systems, Inc. All rights reserved.

CONTENTSPrefacevii vii vii vii

Purpose Audience Glossary

Organization3-ix

Related Documentation

ix 3-x

Obtaining Documentation and Submitting a Service Request1

PART

Unified CCX Overview1

CHAPTER

About Unified CCX

1-1 1-1 1-6 1-8

Unified CCX Features

Seat and Licensing Usage

About Installing Multiple Unified CCX Products on a Server Unified CCX Package Descriptions1-8 1-8 1-15

Feature Summary for Each Unified CCX Package Sample Default Unified CCX Scripts21-17

Unified CCX Subsystems Supported by Unified CCX

CHAPTER

Features Enabled by Product Licensing

2-1 2-1 2-3

Unified CCX Administration Menus Enabled by Product Licensing Unified CCX Subsystems Enabled by Product Licensing Application Types Enabled by Product Licensing Editor Steps Enabled by Product Licensing2-4 2-5 2-4 2-3

Prompt, Spoken Name Upload, and Plugin Options Enabled by Product Licensing

Historical Reports Enabled by Product Licensing

Real-Time Reports Enabled by Product Licensing for Unified CCX3

2-5

CHAPTER

Unified CCX Architecture

3-1 3-1 3-2

Available Deployment Models

Single-Server Non-High Availability Deployment Model Two-Server High Availability Deployment Model3-2

Getting Started with Unified CCX

iii

Contents

Services from Partners Cisco Advanced Services4

3-3 3-3

CHAPTER

Basic Contact Flow Concepts for a Unified CM Deployment How Applications Work Together4-1

4-1

Relationships Between Tasks, Sessions, Contacts, and Channels Unified CM Telephony Deployment Considerations An HTTP Contact Flow4-5 4-5 4-6 4-7 4-3

4-3

Important Unified CM Configuration Dependencies Important Outbound Configuration Dependencies Important Unified CME Configuration Dependencies2

PART

Installing and Configuring Unified CCX with Unified CM5

CHAPTER

Installing and Configuring Unified CM for Unified CCX About Unified CM5-1 5-1 5-2 5-2

5-1

How to Install Unified CM

How to Configure Unified CM

Unified CM Configuration Check List

How to Check Your Phone Configuration in Unified CM About the Unified CM Extension Mobility Feature35-3

5-3

PART

Installing and Configuring Unified CME for Unified CCX6

CHAPTER

Installing and Configuring Unified CME for Unified CCX About Unified CME6-1 6-1

6-1

How to Install and Configure Unified CME

Support Information and Guidelines to Interoperate with Unified CME Unified CCX Configuration Check List for Unified CME46-2

6-2

PART

Installing and Provisioning Cisco Unified CCX7

CHAPTER

Installing and Configuring Unified CCX

7-1 7-1

Unified CCX Application Configuration Check List


iv

Contents

CHAPTER

8

Deploying the Sample Script, icd.aef Overview of icd.aef Script8-1

8-1

Designing and Configuring the icd.aef Script

8-1 8-2

Testing your System and the Unified CCX Script9

CHAPTER

Installing Agent and Supervisor Desktop for Unified CCX About Agent and Supervisor Desktops for Unified CCX About Routing and CSQs9-2 9-2 9-1

9-1

Cisco Agent Desktop Configuration Check List

How to Install and Configure the Cisco Agent Desktop Applications10

9-7

CHAPTER

Monitoring and Recording Features for Unified CCX Remote Monitoring CSD Monitoring Recording Prompts10-1 10-2 10-2

10-1

Recording Agent Conversations10-2

CHAPTER

11

Using Unified CCX Historical Reports Real-Time Unified CCX Reports11-2

11-1 11-2

The Default Unified CCX Historical Reports

CHAPTER

12

Managing Unified CCX

12-1 12-1

Managing Prompt, Grammar, and Document Files Managing Unified CCX DatastoresINDEX

12-2

Getting Started with Unified CCX OL-xxxxx-xx

v

Contents


vi

PrefacePurposeThe Getting Started with Cisco Unified Contact Center Express book provides high-level steps from a solution perspective on how to understand and configure the Premium, Enhanced, and Standard packages for Cisco Unified Contact Center Express (Unified CCX).

AudienceThe Getting Started with Cisco Unified Contact Center Express book is written to ease the deployment process for application designers, system architects, engineers, and Cisco channel partners who wish to enhance the efficiency of their contact center organization and apply the best design practices for Unified CCX packages.

OrganizationThis guide consists of the following parts and chapters. Part/Chapter Part I Chapter 1 Title Unified CCX Overview About Unified CCX Description Provides an overview of Unified CCX. Explains key components of Unified CCX, and describes where Unified CCX fits into the Cisco Customer Contact management portfolio.

Chapter 2 Chapter 3 Chapter 4 Part II Chapter 5

Features Enabled by Product Licensing Provides a comparative list of all the Unified CCX features enabled by product licensing for each Unified CCX package. Unified CCX Architecture Basic Contact Flow Concepts for a Unified CM Deployment Installing and Configuring Unified CCX with Unified CM Describes the available deployment model for this Unified CCX package. Provides information on Unified CCX concepts, call flows, and configuration dependencies. Describes how to install and configure Unified CCX with Cisco Unified Communications Manager (Unified CM).

Installing and Configuring Unified CM Provides information on installing and configuring the Unified CM for Unified CCX. for Unified CCX


vii

Preface

Part/Chapter Chapter 6 Chapter 7 Chapter 8 Chapter 9 Chapter 10 Chapter 11

Title Installing and Configuring Unified CME for Unified CCX Installing and Configuring Unified CCX Deploying the Sample Script, icd.aef Installing Agent and Supervisor Desktop for Unified CCX

Description Provides information on installing and configuring the Unified CME for Unified CCX. Provides information on deploying the icd.aef script for Unified CCX. Provides information on the Unified CCX agent and supervisor desktops. Provides information on the dependencies to use the monitoring and recording features in Unified CCX.

Monitoring and Recording Features for Provides information on configuring the database connection for to facilitate historical reports and scheduling details for users. Unified CCX, page 1 Managing Unified CCX, page 1 Provides information on managing the prompt, grammar, and document files, the central datastore, and Unified CCX repository.

The following web addresses provide additional information on Unified CCX.

Note

The web addresses referenced in this guide were accurate at the time this guide was written but might change. If an address does not work, go to Cisco.com and search for the related document at the Search prompt.

For .... the Unified Communications phone configuration check list

See .... The Phone Configuration Checklist section in the Cisco Unified Communications Phones chapter of the Unified CM System Guide, Release 6.0(1) at http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_gui des_list.html#anchor1 Cisco SIP Phone 7960 Software Refer to the Cisco Unified CCX Software and Hardware Compatibility Matrix for a complete list of agent phones supported this release. The latest version of this matrix is available at the following website: http://www.cisco.com/application/pdf/en/us/guest/products/ps1846/c1683/ccmig ration_09186a008077cb33.pdf

SIP Phone Support

An explanation on using the Cisco 7900 series phone Unified CCX products and services, datasheets, case studies, and other documents Cisco Unified Contact Center Express Co-Resident Bundle with Cisco Unified Communications Manager (Unified CM) Best practices, case studies, success stories, and customizable templates How to perform Speed Deployments with Solution Reference Network Design (SRND) Guides

Cisco 7900 Series Phones at Unified CCX Product Literature

Q&A

Partner Central Steps to Success SRND Resources


viii

Preface Glossary

For .... Skills and knowledge required to plan, design, implement, and operate How to install or upgrade Unified CCX How to develop and program Unified CCX Scripts How to troubleshoot Unified CCX

See .... Unified CCX Specialist training course Installing Cisco Unified Contact Center Express Release 8.5(1) Guide at Unified CCX Install and Upgrade Guides Cisco Unified CCX Scripting and Development Series manuals at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programm ing_reference_guides_list.html Troubleshooting Wiki page at http://docwiki.cisco.com/wiki/Troubleshooting_Unified_Contact_Center_Expre ss Unified CCX Technical Support and Documentation at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_suppo rt_series_home.html Cisco Unified Contact Center Express Compatibility Information at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_su pport_tables_list.html Interoperability Portal at http://www.cisco.com/en/US/netsol/ns728/networking_solutions_program_categ ory_home.html Unified CCX Field Notices at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_field_notices_l ist.html Unified CCX Translated End User Guides at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_suppo rt_translated_end_user_guides_list.html

Technical Support and Documentation

Software compatibility information

Interoperability information

Field Notices

Translated Documents

Cisco Unified Communications and Voice Cisco Unified Communications and Voice Products at Products http://www.cisco.com/en/US/products/sw/voicesw/index.html Unified CM Unified CCX Unified CM Unified CCX

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

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


ix

Preface Obtaining Documentation and Submitting a Service Request

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


x

PA R T

1

Unified CCX Overview

CH A P T E R

1

About Unified CCXUnified CCX manages customer voice contact centers for departments, branches, or small to medium-size companies planning to deploy an entry-level or mid-market contact center solution. It provides an Integrated Automatic Call Distribution (ACD), Unified IP IVR, and Computer Telephony Integration (CTI) virtual contact center solution with support for up to 300 agents and 300 Unified ports. An Unified IP IVR port refers to a basic self-service port for the Standard and Enhanced packages and a premium self-service port for the Premium package. This chapter contains the following:

Unified CCX Features, page 1-1 Seat and Licensing Usage, page 1-6 About Installing Multiple Unified CCX Products on a Server, page 1-8 Unified CCX Package Descriptions, page 1-8 Feature Summary for Each Unified CCX Package, page 1-8 Unified CCX Subsystems Supported by Unified CCX, page 1-15 Sample Default Unified CCX Scripts, page 1-17

Unified CCX FeaturesThis chapter explains the features in Unified CCX, Release 8.0(1).

The most significant change in Unified CCX Release 8.0(1) is the transition to Cisco's Unified Communications Operating System (UCOS). UCOS is based on Redhat Linux and follows the appliance model thus providing more security. In the appliance model, the operating system, Unified CCX application, and other components like database are bundled together in Unified CCX and you need not install them separately. The term Unified Communications Platform or platform refers to UCOS, other common services, and components. Unified CCX 8.0(1) aligns with Cisco Unified Communications Manager Versions (Unified CM) 7.1(3) and 8.0 Cisco Unified Communications Manager Express (Unified CME) 8.0 Cisco Unified Contact Center Enterprise (Unified CCE) or Cisco Unified Intelligent Contact

Management Enterprise (Unified ICME) Version 8.0 Cisco Security Agent (CSA) Version 6.0(1) and Java Runtime Environment (JRE) 1.611. CSA and JRE are automatically installed as part of UCOS in Unified CCX 8.0(1).


1-1

Chapter 1 Unified CCX Features

About Unified CCX

CiscoWorks Campus Manager 4.x

Supports upgrade only from the latest Service Releases (SRs) of CRS 5.0 and Unified CCX 7.0 to Unified CCX 8.0(1) in both single-node and two-node (high availability) deployments. See Cisco Unified Communications Operating System Administration Guide for Cisco Unified Contact Center Express and Cisco Unified IP IVR Release 8.0(1) for detailed information on Software Upgrades.

Note

To check for the current versions of the preceding software supported by your version of Unified CCX, refer to the Cisco Unified CCX Software and Hardware Compatibility Matrix.

Enhanced Licensing: In Unified CCX 8.0(1), all the licenses are node-locked, which means the use of the license is restricted to only one particular node based on the License MAC Address of that node. Typically, a Cisco Unified CCX 8.0(1) license is based on the License MAC of the first node only. The License MAC string is generated during installation and is based on various input fields, such as the hostname, IP address, and so on. If any of these fields change after installation, the License MAC will become invalid and you must request new license(s). The system however continues to operate for 30 days without a new license. After the 30-days grace period ends, the system will shut down until you upload a new license using the updated License MAC. Demo License: The Cisco Unified CCX 8.0(1) Installation CD will contain four demo licenses,

each for Unified IP IVR, STD, ENH, and PRE packages. Since actual license ordering can take some time, you can use these demo licenses by uploading them to the system using the Cisco Unified CCX 8.0(1) web administration. The demo license will work for initial 30 days. See the Installing Cisco Unified Contact Center Express Release 8.0(1) Guide for detailed information on licensing.

Unified CCX Outbound Preview Dialer (Outbound): The Unified CCX Outbound Preview Dialer (Outbound) feature is available in the Unified CM version of the Unified CCX product. With this feature, you can maintain high agent productivity by configuring contact centers for automated Outbound activities and allow agents who are not busy with inbound calls to perform Outbound calls. Effective Unified CCX 8.0(1), in a two-node (high availability) deployment of Unified CCX, the Outbound preview dialer will be functional when publisher node is up and subscriber node is down. For more information, see the Cisco Unified CCX Administration Guide.

Note

You do not need to upload an additional license for Outbound preview dialer feature. The Outbound feature will be automatically available when you have a Premium license of Unified CCX 8.0(1). The Outbound feature is not available in the Unified CCX Standard and Enhanced versions, Unified CME version of Unified CCX, and Unified IP IVR.

Desktop Services: Supports new CAD/CSD enhancements such as independent client configuration package for automated deployment. Round Table Phone Support: Unified CCX 8.0(1) supports the following next generation phones in addition to Cisco IP Phone 7900 series: Cisco Unified IP Phone 8900 Series and Cisco Unified IP Phone 9900 Series Cisco Unified IP Phone 6900 Series

Troubleshooting Wiki: The Unified CCX system provides the Troubleshooting Tips tool as a way for you to search the troubleshooting wiki page for suggestions on how to solve problems that may arise in the performance of your Unified CCX system. See the Troubleshooting Wiki page available at http://docwiki.cisco.com/wiki/Troubleshooting_Unified_Contact_Center_Express.


1-2

Chapter 1

About Unified CCX Unified CCX Features

Deployment Models: Two product deployments are available for Unified CCX 8.0(1): The Unified CM product supports both single-node and two-node (high availability)

deployments. Effective Unified CCX Release 8.0(1), high availability deployment is supported over both LAN and WAN. The Unified CME product only supports a single-node deployments.

The deployment model is transparent to the Unified CCX installer as the clustering for Unified CM is performed through the Unified CCX Administration using the Unified CCX setup wizard.

Note

For installation details, see the Installing Cisco Unified Contact Center Express Release 8.0(1) Guide.

High Availability Over WAN Deployment (HAoWAN): Unified CCX supports High Availability (HA) over WAN to provide site redundancy. In this deployment, the Unified CCX servers are located in two different sites across the WAN. Cisco recommends each site should have at least one Unified CM server that is running CTI Manager with which the Unified CCX communicates. The maximum allowed round-trip time (RTT) between the Unified CCX servers is 80 msec. See Cisco Unified CCX Solution Reference Network Design to know the guidelines and considerations that apply to Unified CCX servers in HA over WAN deployment. Localization: Unified CCX supports the following new languages in Release 8.0(1):New Languages Supported in Unified CCX 8.0(1)

Table 1-1

IVR Languages Australian English Turkish Hungarian Czech Polish

CAD Languages Canadian French Turkish Polish

Migration Status: You can verify the status of data migration while upgrading from one Unified CCX release to another using the Migration Status submenu option in Cisco Unified CCX Administration web interface. This option will be visible only if you are upgrading to Unified CCX 8.0(1) from a previous Unified CCX release.

Note

For more information, see the Cisco Unified CCX Administration Guide.

Network Time Protocol (NTP) Configuration: You can configure NTP after you finish the basic installation of Unified CCX 8.0(1). The NTP host name or IP address is typically derived from the Unified CM, but can be pointed to another NTP Server if desired. If you provide a valid host name or IP address of the NTP server, the NTP service synchronizes the client time to that of the NTP server.

Note

For installation and configuration of NTP, see the Installing Cisco Unified Contact Center Express Release 8.0(1) Guide.


1-3

Chapter 1 Unified CCX Features

About Unified CCX

Serviceability - Real-Time Monitoring Tool: Unified CCX 8.0(1) supports Cisco Unified Real-Time Monitoring Tool (RTMT), which runs as a client-side application to monitor various counters, performance parameters, alerts, alarms, CPU and disk usage of the Unified CCX server. RTMT allows you to perform the following tasks:

Monitor a set of predefined management objects that monitor the health of the system. Generate various alerts, in the form of e-mails, for objects when values go over/below user-configured thresholds. Collect and view traces in various default viewers that exist in RTMT for any node(s) in the Unified CCX cluster. View syslog messages in SysLog Viewer. Work with performance-monitoring counters.

Note

Use the Application User credentials provided during installation of Unified CCX for logging in to RTMT. See Cisco Unified Real-Time Monitoring Tool Administration Guide for Cisco Unified Contact Center Express and Cisco Unified IP IVR Release 8.0(1) for detailed instructions on how to use this tool.

Serviceability - Analysis Manager: The RTMT installed with Unified CM in a Unified CCX 8.0(1) deployment includes the Analysis Manager solution tool. You can use the Analysis Manager to do solution wide monitoring, trace collection, and system call tracking. The Analysis Manager allows you to do the following: Add nodes of different Unified Communications products to a group. View and set trace levels for individual nodes. Collect traces or schedule jobs for collecting traces. View system information such as product version, license, configuration, and platform

information for the node(s). Has a system call tracking tool to trace calls incoming to and outgoing from Unified CCX

through other Unified Communication devices.

Additions to the Unified CCX Administration GUI: Effective Unified CCX 8.0(1), Cisco Unified CCX Application Administration web interface is made consistent with other Unified Communications applications. The Serviceability related functions such as alarm, trace, control center and so on is moved to a new web application called Cisco Unified CCX Serviceability Administration. The new Unified CCX Administration web interfaces, that is, Cisco Unified CCX Administration and Cisco Unified CCX Serviceability together allows you to configure and monitor overall system functions, applications, and subsystems, access a wide variety of system tools, and perform many other administrative tasks. Single Sign-on: After you log in to Cisco Unified CCX Administration, you can access the

following three applications with single sign-on if you are an end user on the configured Unified CM or Unified CME with Administrator capability in Unified CCX: a. Cisco Unified CCX Administration b. Cisco Unified CCX Serviceability c. Cisco Desktop Administrator


1-4

Chapter 1

About Unified CCX Unified CCX Features

You can access Cisco Unified Serviceability with Application User credentials as configured during installation of Unified CCX while you can access the Cisco Unified Operating System Administration and Disaster Recovery System only using the platform user credentials as configured during installation of Unified CCX 8.0(1). Menu Bar and Menus: The Cisco Unified CCX Administration menu bar appears at the top of

every web page of the Unified CCX Administration web interface. You begin every Unified CCX configuration and administration task by choosing a menu and submenu option from the menu bar. Tool Bar and Buttons: In the Cisco Unified CCX Administration or Serviceability web

interfaces, for example, you might find an icon such as Add New in the top left tool bar of many web pages, and the same Add New will also be displayed as a button at the bottom of the web page. You can use either the icon or the button to perform the desired action.

New Web Applications: The following new web applications are available in the Unified CCX Administration GUI. Cisco Unified CCX Serviceability: Cisco Unified CCX Serviceability, a web-based

troubleshooting tool for Cisco Unified CCX, provides the following functionality:

Configure alarms for local and remote Syslogs. Configure trace settings for Unified CCX components. Once enabled, you can collect and view trace information using the Real-Time Monitoring Tool (RTMT). Configure the log profiles to which Unified CCX trace information will be saved and manage the log profiles for different Unified CCX components. Manage and control network and feature services. View replication status, synchronize data, and reset replication for Unified CCX servers in a cluster through Datastore Control Center. Set parameters for different platform services. Set JVM parameters for different Unified CCX services and collect thread and memory traces.

See Cisco Unified CCX Serviceability Administration Guide for description and procedures for configuring alarms, traces, service parameters, and performance configuration and logging. Cisco Unified Serviceability: Cisco Unified Serviceability, a web-based troubleshooting tool,

provides the following functionality:

Saves alarms and events for troubleshooting and provides alarm message definitions for both Unified CCX and Unified Communications platform. Saves trace information to various log files for troubleshooting. Monitors real-time behavior of components through the Cisco Unified Real-Time Monitoring Tool (RTMT). Provides audit capability by logging any configuration changes to the Cisco Unified CCX by a user or as a result of the user action. Provides an interface for starting and stopping feature and network services.

See Cisco Unified Serviceability Administration Guide for Cisco Unified Contact Center Express and Cisco Unified IP IVR for detailed information on how to configure alarms, traces, and so on for platform components and SNMP for platform and Unified CCX components.


1-5

Chapter 1 Seat and Licensing Usage

About Unified CCX

Cisco Unified OS Administration: Cisco Unified Operating System Administration web

interface in Unified CCX allows you to configure and manage the Cisco Unified Communications Operating System. You can perform many common system administration functions for Unified CCX through the Cisco Unified Communications Operating System. Administration tasks include the following examples:

Check software and hardware status. Check and update IP addresses. Ping other network devices. Manage NTP servers. Upgrade system software and options. Manage server security, including IPSec and certificates Manage remote support accounts Restart the system.

See Cisco Unified Communications Operating System Administration Guide for Cisco Unified Contact Center Express and Cisco Unified IP IVR for detailed instructions on how to configure and manage the Cisco Unified Communications Operating System from Unified CCX. Disaster Recovery System: Unified CCX 8.0(1) supports integration with Disaster Recovery

Framework, which is based on the Linux. You can invoke the Disaster Recovery System (DRS) from Cisco Unified CCX Administration and the DRS provides full data backup and restore capabilities for all servers in a Cisco Unified CCX cluster. The DRS allows you to perform regularly scheduled automatic or user-invoked data backups. The Disaster Recovery System can back up and restore the following components. The system backs up all of its components automatically.

Cluster configurations and applications profile in the data repository Workflow scripts that are already uploaded in the data repository Platform Databases (such as Db_cra, db_cra_repository and FCRasSvr database) Configuration data (such as open LDAP and flat files) Recording files JTAPI configuration (jtapi.ini) Trace Collection Tool (TCT) User prompts, grammars, and documents

See Disaster Recovery System Administration Guide for Cisco Unified Contact Center Express Release 8.0(1) for detailed information on how to perform regularly scheduled automatic or user-invoked data backups.

Seat and Licensing UsageA seat provides all the licenses required for all combinations of deployed features. A seat includes two Unified IP IVR ports, an agent, a supervisor, a supervisor logging in as an agent, Cisco Unified Communications phone agent, a historical reports client, or a recording license.


1-6

Chapter 1

About Unified CCX Seat and Licensing Usage

Note

Recording licenses are only available with the Unified CCX Enhanced or Premium packages. Each Unified CCX Standard seat is licensed for concurrent use of one standard agent or one standard supervisor or one standard supervisor logging in as an agent. It includes a concurrent license use of one standard historical reporting session. Each Unified CCX Enhanced seat is licensed for concurrent use of one enhanced agent or one enhanced supervisor or one enhanced supervisor logging in as an agent. It includes a concurrent license use of one enhanced historical reporting session and one call recording or playback license. Each Unified CCX Premium seat is licensed for concurrent use of one enhanced agent or one enhanced supervisor or one enhanced supervisor logging in as an agent. It includes a concurrent license use of one enhanced historical reporting session and one call recording or playback license. The total number of seats is calculated as follows: Total seats = Total concurrent agents + Total concurrent supervisors

Note

Additional Unified CCX Premium seats must be purchased when the number of concurrent Unified IP IVR ports required is larger than twice the number of seats as computed above. You must purchase additional Unified CCX seats if the following situations apply:

When the number of concurrent historical reporting sessions exceeds the number of seats as computed above. When the number of concurrent call recording or playback sessions exceeds the number of seats as computed above. Unified CCX packages are sold and licensed on a concurrent use basis. For example, if you have two shifts of 50 agents, you only need to purchase 50 agent licenses (not 100 licenses) for multiple users on a single specific PC. For standalone systems, the number of Unified IP IVR ports is dependent on the number of purchased seat licenses. All supported Unified CCX languages are included in all Unified CCX packages. You must install them as required.

When using Unified CCX package licenses, consider the following factors:1.

2. 3.

Unified CCX products have different Unified IP IVR capabilities depending on the product purchased. The Unified CCX Standard and Enhanced products include a basic prompt and collect Unified IP IVR function that provides call queue points, custom messaging and prompting, music on hold, and the ability to collect and process telephone keypad key presses made by the customer in response to Unified IP IVR prompts. Unified CCX Premium provides a full featured Unified IP IVR port with database integration that enables integrated Unified IP IVR self-service applications with optional ASR and TTS as well as data directed ACD routing and screen pops.

Note

Refer to the Unified CCX Deployment Model for information regarding capacity constraints for Unified CCX deployments.


1-7

Chapter 1 About Installing Multiple Unified CCX Products on a Server

About Unified CCX

About Installing Multiple Unified CCX Products on a ServerAll Unified CCX product packages are mutually exclusive. This means that only one of them can be installed at any point in time on a Cisco Media Convergence Server (MCS) or compatible partner servers. If more then one is installed, then priority is given to the package with the highest number at the left in the following list:4. 5. 6. 7.

Unified IP IVR software Unified CCX Standard Unified CCX Enhanced Unified CCX Premium

For example, the Unified CCX Standard package has a higher priority than Unified IP IVR, and if both are installed on the same Unified CCX server, you will only be able to use the Unified CCX Standard package.

Unified CCX Package DescriptionsCisco Unified CCX license is available in the following three variations:

Unified CCX Standard (designed for entry-level users)Includes the steps necessary for creating basic Unified CCX applications including IP Phone Agent (IPPA) and skills-based routing and does not include Cisco Agent Desktop (CAD). Unified CCX Enhanced (designed for enterprise-level users)Includes all functions of Unified CCX Standard, plus support for priority queuing. Includes a license to enable custom Java extensions. Unified CCX PremiumAdds full Unified IP IVR support (except for Unified ICM integration) including database integration, Voice eXtensible Markup Language (VoiceXML), HTML web integration, custom Java extensions, and e-Notification services. The outbound feature is now bundled with the Premium package. You will receive one outbound seat free with each premium seat. The maximum number of outbound seats supported will be based on the hardware type.

Note

The Unified CCX Enhanced package and the Unified CCX Premium package are provisioned in the same way. All Unified CCX solutions are tightly integrated with Unified CM. Unified CCX Standard can be upgraded to Unified CCX Enhanced or Premium and Unified CCX Enhanced can be upgraded to Unified CCX Premium. Upgrading from one Unified CCX product to another requires a new install of the new product. For example, to convert Unified CCX Standard to Unified CCX Enhanced, you need to reinstall Unified CCX only if all the Enhanced components are not installed and then add the new Enhanced license from the Unified CCX Control Center web page (from the Unified CCX administration menu bar, select System > Control Center > License Information > Add Licenses).

Feature Summary for Each Unified CCX PackageTable 1-2 lists the Unified CCX features supported in each Unified CCX package.


1-8

Chapter 1

About Unified CCX Feature Summary for Each Unified CCX Package

Table 1-2

Unified CCX Features in each Unified CCX Package

Feature General system features with server software

Feature Details Hardware configuration

Premium Cisco MCS and Cisco approved partner servers Microsoft Windows client-server software Unified CM 7.1(3), 8.0, and later Unified Communications Operating System (UCOS)

Enhanced Cisco MCS and Cisco approved partner servers

Standard Cisco MCS and Cisco approved partner servers

Software configuration

Microsoft Windows Microsoft Windows client-server client-server software software Unified CM 7.1(3), 8.0, and later Unified Communications Operating System (UCOS) Unified CM 7.1(3), 8.0, and later Unified Communications Operating System (UCOS) Unlimited (no software limitations) Unlimited (no software limitations) Unlimited (no software limitations) Unlimited (no software limitations) Included Included Included Included 300 300 Not applicable

Vendor systems Operating systems

Maximum number of analog trunks

Unlimited (no Unlimited (no software limitations) software limitations) Unlimited (no Unlimited (no software limitations) software limitations) Unlimited (no Unlimited (no software limitations) software limitations) Unlimited (no Unlimited (no software limitations) software limitations) Included Included Included Included Included Included Included 300 300 Not applicable

Maximum number of digital trunks

Maximum number of Cisco Unified Communications trunks Maximum number of trunk groups

Call conferencing Agent interdialing Direct Outward Dialing (DOD) Integrated ACD features with server software

Custom scripting using Unified CCX Included Drag and Drop Editor Maximum number of configurable agents Maximum number of active agents (inbound + outbound) Maximum number of active Outbound campaigns 300 300 15


1-9

Chapter 1 Feature Summary for Each Unified CCX Package

About Unified CCX

Table 1-2

Unified CCX Features in each Unified CCX Package (continued)

Feature IntegratedACD features with server software (continued)

Feature Details Maximum number of CSQs per Outbound campaign Maximum number of activecontacts per Outbound campaign Maximum number ofsupervisor positions Maximum number ofCSQs Maximum number of agents perCSQs ANI DNIS Route on skill Route onskill competency

Premium 10 10,000 32 150 300 Included Included Included Included

Enhanced Not applicable Not applicable 32 150 300 Included Included Included Included Included Included Not available Included 150 50

Standard Not applicable Not applicable 32 150 300 Included Included Not available Not available Included Included Not available Not available Not available Not available Unlimited (no software limitations) Unlimited (no software limitations) Included using Unified CM Music On Hold server or .wav file

Conditional routing (time of day, day Included of week, custom variables, etc) Overflow, interflow, intraflow routing Included

Custom Routing based on enterprise Included data (priority routing) Dynamic priorityqueuing Maximum number of definableskill groups Maximum number ofrouting programs Maximum number of steps per routing program IntegratedUnified Playmessages to callersmusic IP IVR features with server software Play messages to callersprompts Play messages to callerscombine prompts, music and messages Included 150

Maximum number ofskills per agent 50

Unlimited (no Unlimited (no software limitations) software limitations) Unlimited (no Unlimited (no software limitations) software limitations) Included using Unified CM Music On Hold server or .wav file Included using .wav file Included fully customizable Included using Unified CM Music On Hold server or .wav file

Included using .wav Included using .wav file file Included fully customizable Included fully customizable


1-10

Chapter 1


Table 1-2


Feature IntegratedUnified IP IVR features with server software (continued)

Feature Details

Premium

Enhanced Included Not available Included fully customizable Not available

Standard Included Not available Included fully customizable Not available Not available

Capture and process callerDual Tone Included Multifrequency (DTMF) input Capture and process caller DTMF input underVXML control Automated attendant support Database integration ASR - A dedicated, vendor-specific server that performs real-time ASR. (Optional) Included Included fully customizable Included

Optional using Not available Media Resource Control Protocol (MRCP)order from external vendor such as Nuance, ScanSoft, and IBM WVS Optional using Not available MRCPorder from external vendor such as Nuance, ScanSoft, and IBM WVS Included--paging and fax required third-party services Included Included Included Included Not available

TTS - A dedicated, vendor-specific server that converts text into speech and plays it back to the caller. (Optional) Real-time notification services (email,paging, fax) VoiceXML (VXML) for AST, TTS, andDTMF Read data from HTTP and XMLpages Run defined script using HTTP request Integrated self-service application support Integrated CTI/screen pop features with Unified CCX seat license

Not available

Not available

Not available Included Not available Not available Included

Not available Included Not available Not available Included

PopANI/DNIS and customer defined Included script data into the enterprise data window Automatically start anyMicrosoft Windows compatible application Send information to any Microsoft Windows compatible application Provide database dip in support of screen pop Included Included Included

Included Not available Not available

Not available Not available Not available


1-11


About Unified CCX

Table 1-2


Feature Integrated PC-based agent desktop features with Unified CCX seat license

Feature Details script automation/task buttons Poppingthird-party applications on events Recording and archiving ofcalls "Work" agent state forafter call wrap-up activity "Chat" with supervisor or agents using instant messaging Call log trackscall activity of incoming and outgoing calls Agent log tracksagent state changes and other information

Premium Included Included Included Included Included Included Included

Enhanced Included Included Included Included Included Included Included Included

Standard Not available Not available Not available Not available Included Included Included Included

PC desktop control Included ofagent/supervisor phone with phone directory Support for CiscoCisco Unified Included Communications--Cisco Unified Communications Phone not required for agents Agent state buttons Integrated Cisco Unified Communications Phone-Based Agent Desktop features with Unified CCX Seat License Refer to the Cisco Unified CCX Compatibility Matrix for the latest list of supported phones. Log in/out Ready/not ready Supervisor desktop Shows agent phone state Agent can initiate on-demand recording Supervisor can silent monitor, barge-in, and intercept calls Included Included

Included

Included

Included Included

Included Included

Included Included Included Included Included Included

Included Included Included Included Included Included

Included Included Included Included Not available Not available


1-12

Chapter 1


Table 1-2


Feature Integrated PC-based supervisor desktop features with Unified CCX seat license

Feature Details Viewagent activity in real time View agent andskill group statistics Chatsend text messages to any or all agents Marqueebroadcast scrolling messages to agent

Premium Included Included Included Included

Enhanced Included Included Included Included Included

Standard Included Included Included Included Included

Support for IP communicator--Cisco Included Unified Communications phone not required for agent phone Log out agent Make agentready Coachingprovideagent guidance through chat Silent monitoringlisten in on an agent's call Barge injoin in on anagent's conversation Recordcapture and archive call audio Integrated historical reporting with Unified CCX seat license Agent detail report Agent login/logout activity report Agent state summary report (by agent) Agent summary report Call custom variables report Called number summary activity report Common skill Contact Service Queue (CSQ) activity report CSQ activity report (by CSQ) Included Included Included Included Included

Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included

Included Included Included Not available Not available Not available Not available Included Included Included Included Included Included Included Not available Included

InterceptTake a call from an agent Included Included

Abandoned call detail activity report Included Included Included Included Included Included Included Included Included


1-13


About Unified CCX

Table 1-2


Feature Integrated historical reporting with Unified CCX seat license (continued)

Feature Details CSQ activity report (by interval) CSQ activity report CSQ service level report Detailed call-by-callContact Call Detail Record ( CCDR) report Detailed call, CSQ agent report Priority summary activity report Skill routing activity report Unified IP IVR application performance analysis report

Premium Included Included Included Included Included Included Included Included

Enhanced Included Included Included Included Included Included Included Included Included Included Included Not available--contact Cisco Contact Center recording partners Included Included Included

Standard Included Included Included Included Included Not available Not available Included Included Not available Not available Not available--contact Cisco Contact Center recording partners Included Included Included

Unified IP IVR traffic analysis report Included Recording with On demand agent recording Unified CCX seat On demand supervisor recording license "Always On" site recording Included Included Not available--contact Cisco Contact Center recording partners Included Included Included

Administration

Browser based: administer from anywhere on your WAN Web-enabledreal-time reporting client Full integration withCisco NMS including SNMP support and alarm service Support for third-party MIBs

Included

Included Included Included Optional (Cisco Unity) 2,500

Included Included Included Optional (Cisco Unity) 2,500

Support forCisco Campus Manager Included andResource Management Essentials Tracing andlocal logging Voice mail integration Voicemessaging interface Maximum number of voicemailboxes supported Maximum number of voicestorage hours Support for other vendor voice mail Unified messaging support Included Optional (Cisco Unity) 2,500 Unlimited (storage limitation hard disk dependent) Included Optional (Cisco Unity)

Unlimited (storage Unlimited (storage limitation hard disk limitation hard disk dependent) dependent) Included Optional (Cisco Unity) Included Optional (Cisco Unity)


1-14

Chapter 1

About Unified CCX Unified CCX Subsystems Supported by Unified CCX

Table 1-3 lists the Unified CCX features for Unified CCX 8.0(1) supported in each Unified CCX package.Table 1-3 Unified CCX features for Unified CCX 8.0(1) supported in each Unified CCX package

Feature Inbound Voice HA Outbound Wrap-up code and reports Unified Quality Manager (QM) Unified Advanced Quality Manager (AQM) Unified Workforce Manager (WFM) Unified Compliance Recording (CR)

Premium Yes Yes Yes Yes

Enhanced Yes No Yes No

Standard No No No No

Deployment Both Unified CM Both Unified CM

Cisco Unified Workforce Optimization:

Yes

Yes

Yes

Unified CM

Unified CCX Subsystems Supported by Unified CCXTable 1-4 lists all the Unified CCX subsystems supported by Unified CCX.Table 1-4 All the Unified CCX subsystems supported by Unified CCX

Subsystem Type CiscoMedia Termination (CMT)

Purpose

Premium

Enhanced Yes

Standard Yes

Configures CMT dialog control groups, which can be Yes used to handle simpleDTMF data collected from dialog interactions with customers. The Cisco Media subsystem uses dialog groups to organize and share resources among applications. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller, during which the caller responds to automated prompts by pressing buttons on a touch-tone phone.

Core Real-Time Report (RTR) Provides real-time statistics for contacts, sessions, and Yes applications. Database Enables the Unified CCX applications to obtain Yes information from data sources, which are enterprise databases configured to communicate with the Unified CCX system. Also provides JDBC supportUnified CCX can access Oracle, Sybase, and IBM DB2 databases. Refer to the Cisco Unified CCX Compatibility Matrix for the latest versions of thedatabase supported databases.

Yes No

Yes No


1-15

Chapter 1 Unified CCX Subsystems Supported by Unified CCX

About Unified CCX

Table 1-4

All the Unified CCX subsystems supported by Unified CCX (continued)

Subsystem Type Email Enterprise server data

Purpose Adds components to the Unified CCX Engine that allows it to send email messages

Premium Yes

Enhanced No Yes

Standard No Yes

Allows scripts written in Unified CCX Release 8.0(1) Yes to populate Enterprise Data fields in Unified CCX Release 8.0(1). Adds components to the Unified CCX Engine that allow it to respond to HTTP requests. Yes

HTTP Unified CM Telephony Unified CME Telephony Outbound

No Yes Yes No

No Yes Yes No

Manages the connection between the Unified CM, CTI Yes Manager, and the Unified CCX Engine. Manages the connection between Unified CME and the Unified CCX Engine. Configures contact centers for automated Outbound activities and allow agents who are not busy with inbound calls to perform Outbound calls Yes Yes

MRCP ASR

This allows a caller to verbally convey information to the system for processing instead of pressing keys on ASR ports (at least one is a touch-tone telephone. required) The number of ASR ports must be less than or equal to the number of Unified IP IVR ports. If there are more ASR ports than Unified IP IVR ports, then the excess ports are automatically disabled. Multi-language ASR support must be purchased from a certified Cisco ASR vendor. This support is restricted by the Unified CCX languages that are selected during the Unified CCX installation. You can install additional supported languages after the initial Unified CCX installation. The certified Cisco ASR vendor is Nuance.

ASR server software (required)

Allows a script to respond to voice input in addition to Yes DTMF. (optional)

No

No


1-16

Chapter 1

About Unified CCX Sample Default Unified CCX Scripts

Table 1-4

All the Unified CCX subsystems supported by Unified CCX (continued)

Subsystem Type MRCP TTS

Purpose

Premium

Enhanced No

Standard No

TTS server software (required) TTSports (at least one is required)

Composes voice prompts that are generated in real Yes time from text, such as speaking the words in the text (optional) of an email message. TTS is primarily used to convey information obtained from a database or other source that is non-repetitive. Examples of such information include name and address verification. Although the TTS technology has improved greatly since its inception, the tone still sounds computer generated. Allows Unified CCX to monitor agent phones, control Yes agent states, route and queue calls, and manage the historical reporting feature. Manages the voice browser function. Enables remote recording and monitoring. Yes Yes

Multi-language TTS support must be purchased from a certified Cisco TTS vendor

Resource Manager-Contact Manager (RmCm) Voice browser VoIP monitor

Yes

Yes

No Yes

No No

Sample Default Unified CCX ScriptsIn Unified CCX 8.0(1), uploaded scripts are stored in the Repository Datastore (RDS) database, along with prompts, grammars, and documents files. The scripts can also be grouped into folders and subfolders. When user scripts are uploaded into repository, they get synchronized to the local disk and are accessed from there. This release also provides Unified CCX script templates (stored as .aef files). You can access these templates from both the Unified CCX server and from the Cisco.com web site. You can use them to create applications without performing any script development, or you can use them as models for your own customized scripts. A sample scriptcannot be modified at any time. The included script templates are bundled with the Unified CCX system solely as samples, and are not supported by Cisco Systems. The icd.aef script is a basic Unified CCX script. It establishes a simple call queue and routes callers to a group of agents as the agents become available. Refer to the Cisco Unified CCX Scripting and Development Series documentsfor more information on templates and scripts. The Unified CCX Scripting and Development Series includes the following documents

Volume 1, Getting Started with Cisco Unified CCX Scripting Volume 2, Cisco Unified CCX Editor Reference Volume 3, Cisco Unified CCX Expression Language Reference


1-17

Chapter 1 Sample Default Unified CCX Scripts

About Unified CCX


1-18

CH A P T E R

2

Features Enabled by Product LicensingThe following sections describe the various features separately enabled by product licensing for Unified CCX. For a list of all license-enabled features for all Unified CCX products, refer to the Cisco Unified CCX Administration Guide. This chapter contains the following:

Unified CCX Administration Menus Enabled by Product Licensing, page 2-1 Prompt, Spoken Name Upload, and Plugin Options Enabled by Product Licensing, page 2-3 Unified CCX Subsystems Enabled by Product Licensing, page 2-3 Application Types Enabled by Product Licensing, page 2-4 Editor Steps Enabled by Product Licensing, page 2-4 Historical Reports Enabled by Product Licensing, page 2-5 Real-Time Reports Enabled by Product Licensing for Unified CCX, page 2-5

Unified CCX Administration Menus Enabled by Product LicensingA Yes in Table 2-1 means that the related menu item is enabled for the license package identified in that column.Table 2-1 Unified CCX Administration Menus Enabled by Product Licensing

Unified CCX Administrator Main Menu System

Menu Items Server Cisco Unified CM Configuration

Premium Yes Yes

Enhanced Yes Yes

Standard Yes Yes

Deployments Both Unified CM


2-1

Chapter 2 Unified CCX Administration Menus Enabled by Product Licensing


Table 2-1

Unified CCX Administration Menus Enabled by Product Licensing (continued)

Unified CCX Administrator Main Menu System (continued)

Menu Items Cisco Unified CME Configuration System Parameters Custom File Configuration

Premium Yes Yes Yes

Enhanced Yes Yes Yes

Standard Yes Yes

Deployments Unified CME Both

Yes Both (except classpath for custom classes) Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No No No No Yes No No Yes Yes Yes Yes Yes Yes Yes Yes Both Both Both Both Both Both Both Both Both Unified CM Unified CME Both Unified CM Both Both Both Both Both Both Both Both Both Both Both Both Both Both

License Information Language Information Logout Applications Application Management Script Management Prompt Management Grammar Management Document Management AAR Management Subsystems Unified CM Telephony Unified CME Telephony RmCm Outbound (additional license) Database HTTP eMail Cisco Media MRCP ASR MRCP TTS Wizards Tools Application Wizard RmCm Wizard Plug-ins Real Time Reporting Real Time Snapshot (RTS) Config Historical Reporting User Management Password Management

Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes

Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes No No No No Yes No No Yes Yes Yes Yes Yes Yes Yes Yes


2-2

Chapter 2

Features Enabled by Product Licensing Prompt, Spoken Name Upload, and Plugin Options Enabled by Product Licensing

Table 2-1

Unified CCX Administration Menus Enabled by Product Licensing (continued)

Unified CCX Administrator Main Menu Help

Menu Items Contents and Index For this Page Troubleshooting Tips Unified CCX Documentation on Cisco.com About

Premium Yes Yes Yes Yes Yes

Enhanced Yes Yes Yes Yes Yes

Standard Yes Yes Yes Yes Yes

Deployments Both Both Both Both Both

Prompt, Spoken Name Upload, and Plugin Options Enabled by Product LicensingTable 2-2 lists the availability of Unified CCX options not listed in the preceding menu list.Table 2-2 Prompt, Spoken Name Upload, and Plugin Options Enabled by Product Licensing

Option Prompt management Spoken name upload plugin editor Plugin historical reporting client (1) Cisco Desktop Product suite

Premium Yes Yes Yes Yes Yes

Enhanced Yes Yes Yes Yes Yes

Standard Yes No Yes Yes Yes

Deployment Both Both Both Both Both

Unified CCX Subsystems Enabled by Product LicensingThe following table lists the availability of Unified CCX subsystems and possible MRCP additions that are automatically started with each license package.Table 2-3 Unified CCX Subsystems Enabled by Product Licensing

Subsystem Application MRCP ASR Cisco Media Termination Core reporting Database E-Mail

Premium Yes Yes Yes Yes Yes Yes

Enhanced Yes No Yes Yes No No

Standard Yes No Yes Yes No No

MRCP ASR (Add on) MRCP TTS (Add on) Deployment Not applicable Yes Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Both Both Both Both Both Both


2-3

Chapter 2 Application Types Enabled by Product Licensing


Table 2-3

Unified CCX Subsystems Enabled by Product Licensing (continued)

Subsystem Enterprise server data HTTP Unified ICME system Unified CM Telephony Unified CME Telephony Outbound RmCm MRCP TTS Voice browser

Premium Yes Yes Yes Yes Yes Yes Yes Yes Yes

Enhanced Yes No No Yes Yes No Yes No Yes

Standard Yes No No Yes Yes No Yes No No

MRCP ASR (Add on) MRCP TTS (Add on) Deployment Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Yes The Voice Browser subsystem is available only if Nuance ASR is enabled. Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Not applicable Yes Not applicable Both Both Unified CM Unified CM Unified CME Unified CM Both Both Both

VoIP Monitor

Yes

Yes

No

Not applicable

Not applicable

Both

Application Types Enabled by Product LicensingTable 2-4 describes the application types available with each license package. You can view each application type by accessing the Application > Mgmt > Add a New Application > Application Type dropdown list.Table 2-4 Application Types Enabled by Product Licensing

Application Type Cisco Script Application Busy Ring No Answer

Premium Yes Yes Yes

Enhanced Yes Yes Yes

Standard Yes Yes Yes

Deployment Both Both Both

Editor Steps Enabled by Product LicensingTable 2-5 lists the Cisco Unified CCX Editor step palettes available for each Cisco Unified CCX license option.


2-4

Chapter 2

Features Enabled by Product Licensing Historical Reports Enabled by Product Licensing

Table 2-5

Editor Steps Enabled by Unified CCX Product Licensing

Cisco Unified IP IVRGeneral1 Session Contact Call Contact Email Contact HTTP Contact Media User Prompt3 2

Cisco Unified CCX Cisco Unified CCX Standard Enhanced X X X X X X X X

Cisco Unified CCX Premium X X X X X X

X X X X X X X X X X X X

X X X X X X4

X X X X X X5 X

X X X X X X X6 X

Grammar Doc DB ACD ICM Java7

X X

1. The Get Reporting Statistic step is only available with the Cisco Unified CCX packages. 2. The Voice Browser step is only available with the Cisco UnifiedIP IVR or Cisco Unified CCX Premium packages. 3. The Create TTS Prompt step is only available with the Cisco UnifiedIP IVR or Cisco Unified CCX Premium packages. 4. The Set Priority, Start Monitor, Stop Monitor, and CreateCSQSpokenNamePromptStep steps are not available with Cisco Unified CCX Standard 5. The Set Priority, and CreateCSQSpokenNamePromptStep steps are only available with Cisco Unified CCX Enhanced or Cisco Unified CCX Premium. 6. The Start Monitor and Stop Monitor steps are only available with Cisco Unified CCX Premium 7. When the step in the Java palette is enabled, the Java functionality of the expression language is also enabled.

Historical Reports Enabled by Product LicensingCisco Unified CCX Historical Reports can generate a variety of historical reports. For a detailed listing of historical reports that come with the Unified CCX packages, see Summary of Voice Historical Reports Table in the Cisco Unified CCX Historical Reports User Guide.

Real-Time Reports Enabled by Product Licensing for Unified CCXUnified CCX has two kinds of real-time reports: those provided by Cisco Supervisor Desktop (CSD) and those provided by Unified CCX Application Administration. Table 2-6 applies to administration.


2-5

Chapter 2 Real-Time Reports Enabled by Product Licensing for Unified CCX


Table 2-6

Real-Time Reports Enabled by Product Licensing for Unified CCX

Report Application Tasks Application Tasks Summary Applications Contacts Summary

Description Provides information about currently active applications. Provides a summary of specific applications activity. Provides a list of all applications loaded on the Unified CCX server. Provides information for call contacts, e-mail contacts, and HTTP contacts. Also provides the total number of contacts.Note

Calls made by the Outbound subsystem will not be displayed in the Contact Summary Real Time Report.

Contacts CSQ Cisco Unified Contact Center Express Stats Data source Usage Engine Tasks Outbound Campaign Cisco Unified Contact Center Express Stats

Provides information about currently active contacts. Provides information about CSQ activity. This report is available only if Unified CCX has been configured. Provides information about configured data source names (DSNs). Provides information about currently active Engine tasks. Provides information about real-time Unified CCX information for the Outbound preview dialer.

Overall Cisco Unified Contact Center Express Provides information about Unified CCX resources Stats and calls. This report is available only if Unified CCX has been configured. Resource Cisco Unified Contact Center Express Stats Sessions Provides information about Unified CCX resources activity. Provides information on all active sessions.

For procedural information on running real-time reports, refer to the Cisco Unified CCX Administration Guide.


2-6

CH A P T E R

3

Unified CCX ArchitectureThis chapter contains the following:

Available Deployment Models, page 3-1 Single-Server Non-High Availability Deployment Model, page 3-2 Two-Server High Availability Deployment Model, page 3-2 Services from Partners, page 3-3 Cisco Advanced Services, page 3-3

This chapter briefly describes the deployment models that you can use with this Unified CCX.

Available Deployment ModelsThis section discusses the deployment models that are available for this Cisco Unified CCX release. Unified CCX can be deployed anywhere in your Cisco Unified Communications network on Cisco MCS or Cisco approved, customer-provided servers. Unified CCX software components include the Unified CCX Engine, Database component, Recording component and Monitoring component. Table 3-1 shows the placement of these components for the different deployment models.Table 3-1 Cisco Unified CCX Deployment Models

Unified CCX Deployment Models Single-Server Non-High Availability Deployment ModelCisco Unified CM Integration

Cisco Unified CCX Components on Server 1 Engine, Database, Recording, Monitoring components

Cisco Unified CCX Components on Server 2

Two-Server High Availability Engine, Database, Recording, Monitoring Deployment ModelCisco Unified components CM Integration Single-Server Non-High Availability Deployment ModelCisco Unified CME Integration Engine, Database, Recording, Monitoring components

Engine, Database, Recording, Monitoring components


3-1

Chapter 3 Single-Server Non-High Availability Deployment Model


For detailed information on the deployment models for Unified CCX, see Cisco Unified CCX Solution Reference Network Design.

Note

Cisco Unified Communications Manager (Cisco Unified CM) coresident with Cisco Unified CCX deployment is not supported in Cisco Unified CCX. Expansion servers where the Database, Monitoring, or Recording components are running on separate servers are also not supported. The following are brief descriptions of key items for a Unified CCX deployment:

Voice Gateway: Connects the Cisco Unified Communications network to the Public Switched Telephone Network (PSTN) and to other private telephone systems. You purchase gateways separately. Both inbound and outbound calls to the PSTN travel through the gateway. Unified CM: Provides the features that are required to implement Cisco Unified Communications phones, manages gateways, and directs voice over Cisco Unified Communications traffic to the Unified CCX system. You must purchase Unified CM separately. Interoperability with Unified CME: Unified CCX enables interoperability with Unified CME. This interoperability allows configuration query and update between Unified CCX and Unified CME, SIP-based simple and supplementary call control services including call routing between Unified CME and Unified CCX using SIP-based route point, Unified CCX keep alive session management of Unified CME, Unified CCX device and call monitoring of agent lines and call activities in Unified CME, and Support of Unified CCX Cisco Agent Desktop for use with Unified CME. Unified CCX: Contains the Unified CCX Engine that runs Unified CCX.

Single-Server Non-High Availability Deployment ModelThis deployment model places a single instance of all four Cisco Unified CCX software components on the same server and uses Informix IDS as the database server. See Cisco Unified Contact Center Express Deployment Models section in Cisco Unified CCX Solution Reference Network Design for detailed information on single site deployment models of:

Cisco Unified CCX integrated with Cisco Unified CM Cisco Unified CCX integrated with Cisco Unified CME

Two-Server High Availability Deployment ModelThe Two-Server High Availability Deployment Model is for small to medium-sized contact centers requiring high availability. Informix IDS replication is used to keep the databases synchronized. Unified CCX 8.0(1) supports high availability over WAN to provide site redundancy. In this deployment, the Unified CCX servers are located in two different sites across the WAN. See Cisco Unified CCX Solution Reference Network Design for detailed information on guidelines and considerations that apply to high availability (HA) deployments of Unified CCX.


3-2

Chapter 3

Unified CCX Architecture Services from Partners

Services from PartnersOrdering from a Cisco-authorized online partner provides convenience for those customers that know which products best fit their needs and require immediate delivery. If your needs require onsite design, installation and ongoing support, a local reseller in your area could provide those value-added services. There are multiple places to order Cisco products online. Customers with Direct Purchasing agreements can order direct from Cisco. There are also numerous channel partners that transact e-commerce on their web site for Cisco products. A full list of global Cisco Partners can be found on Cisco's Partner Locator website. Customers at small and medium sized business who want the convenience of online ordering can use Cisco's Online Partners.

Cisco Advanced ServicesCisco Advanced Services incorporates a unique three-tiered program offering a real world life cycle process to help you achieve your business objectives. Depending on individual operational, maintenance, and network level requirements, each customer has unique support requirements throughout the network life cycle of planning, designing, implementing, operating, and optimizing the network (PDIOO).A full list of Cisco Advanced Services can be found on Advanced Services category.


3-3

Chapter 3 Cisco Advanced Services



3-4

CH A P T E R

4

Basic Contact Flow Concepts for a Unified CM DeploymentWhen installing and configuring your Unified CCX system, you must understand the concepts, call flows, and configuration dependencies described in this chapter. This chapter contains the following:

How Applications Work Together, page 4-1 Relationships Between Tasks, Sessions, Contacts, and Channels, page 4-3 Unified CM Telephony Deployment Considerations, page 4-3 An HTTP Contact Flow, page 4-5 Important Unified CM Configuration Dependencies, page 4-5 Important Outbound Configuration Dependencies, page 4-6

How Applications Work TogetherFigure 4-1 shows how various applications in your Unified CCX system work together.


4-1

Chapter 4 How Applications Work Together

Basic Contact Flow Concepts for a Unified CM Deployment

Figure 4-1

Typical Unified CCX Call Flow

The basic Unified CCX call flow process is identified below:1. 2. 3. 4.

A call arrives at voice gateway. The voice gateway routes the call based on direction from the Unified CM (using H.323 or MGCP). The Unified CM is configured for the dialed number to be routed by Unified CCX so a route request is sent to the Unified CCX server (using Unified CM Telephony). Based upon the dialed number, the Unified CCX server selects an available CTI port and initiates the configured script. The first step in the work flow (accept) initiates the establishment of an Real-time Transport Protocol (RTP) VoIP data stream between the CTI port on the Unified CCX server and the VG port. In this scenario, we are assuming no appropriately skilled agents are available, so the application flow executes the queue loop logic until an agent becomes available. An appropriately skilled agent becomes available. The agent is selected/reserved by the Unified CCX server and this triggers the call to be transferred to the agent's phone and subsequently causes the agent's phone to ring (using Unified CM signaling). In addition, the Unified CCX server delivers a screen pop to the selected agent's desktop and enables the answer button on the agent's desktop. The agent answers the call, which initiates the establishment of an RTP VoIP data stream between the agent's phone and the voice gateway port.

5. 6.

7.


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Chapter 4

Basic Contact Flow Concepts for a Unified CM Deployment Relationships Between Tasks, Sessions, Contacts, and Channels

Relationships Between Tasks, Sessions, Contacts, and ChannelsWhen installing and configuring Unified CCX, you must understand the concepts, call flows, and configuration dependencies explained in This chapter:

Task. Unified CCX receives the incoming contact (call) signal on a trigger, which is then assigned an application. The application can be a script application, a Java application, a routing application, or an post-routing application. When Unified CCX accepts the contact, the application starts an application task. The application task in turn invokes an instance of a script associated with the application. Session. A session tracks contacts as they move around the system. This enables information to be shared among contacts that are related to the same session. When a contact is received (inbound) or initiated (outbound), Unified CCX checks to see if an existing session already exists with that contact's Implementation ID. The Implementation ID is the Unified CM Global Call ID plus the Unified CM node (GCID/). If a session already exists for the contact, Unified CCX associates it with that session. If no session already exists for the contact, Unified CCX automatically creates one. After the contact ends, the session remains idle in memory for a default period of 30 minutes before being automatically deleted. Contact. A contact can be a Call, an HTTP request, or an e-mail. A contact carries attributes such as creation time, state, language, and so on. Channel. Each type of contact has its own channel. Channels are allocated and associated with contacts as needed and are used to perform actions on contacts.

Unified CM Telephony Deployment ConsiderationsThe CTI route point associated with the user enables the Unified CM to query the pertinent external application for routing instruction. Different route point's can query different applications (Unified CCX, Unified ICME, or third-party applications) through Unified CM Telephony. The trigger (route point or dialed number) is mapped to a CTI port group in the Unified CCX configuration. The Unified CCX system chooses an available CTI port in this port group and returns that CTI Port number to the Unified CM so it can setup a call to that CTI port. The Unified CM then makes a call to that CTI port making it ring and the accept step at the beginning of the application answers the call by taking the CTI port off hook. Until the accept step is executed, the caller hears ringing. If no CTI port is available in that port group, then the Unified CCX system answers the Unified CM with the all routes busy response, which triggers the Unified CM to use its forward on busy logic configured for that CTI route point. When deploying your system, you must understand the following about call flows and the Unified CM configuration dependencies that can impact call flow:

How is a call presented to the Unified CCX system? An incoming call is given to the Unified CCX system on a trigger (CTI Route Point, Caller > CTI Route Point). The trigger signals the Unified CCX system through Unified CM Telephony that there is an incoming call. Unified CCX rejects the call if the Max Session limit has been hit for the trigger or the application to which the trigger is assigned.


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Chapter 4 Unified CM Telephony Deployment Considerations


If there are available sessions, based on the Call Control Group assigned to the trigger, Unified CCX searches for an available CTI Port to receive the call. If it finds an available port, it sends a request to the Unified CM through Unified CM Telephony/CTI requesting that the caller be rerouted from the CTI Route Point to the CTI Port. This takes place as a Unified CM Telephony Redirect request. For this to be successful, the Unified CMs Default setting for Calling Search Space (CSS) must be able to place the call to the selected CTI Port (redirecting party, or in this case, the CTI Route Point).

Why is the CTI Route Point associated with a Unified CM user? For the Unified CCX system to know that a call is coming, it must have control of the line carrying the call. This is done through a Unified CM user. The Unified CM user is associated with the CTI Route Point as a device that the Unified CM user controls. When a trigger is assigned to an application in the Unified CCX system, the Unified CM Telephony subsystem knows that it must take control of that line using the Unified CM Telephony client installed on the Unified CCX system. Once it has control of the line, Unified CM Telephony monitors that line for events as well as performing call-control operations on that line.

How does the Unified CCX system determine which CTI Port to use? A Unified CCX application requires a trigger. The trigger type determines whether or not a port is required. There are two types of triggers: Unified CM Telephony and HTTP. If an application is started by dialing a phone number, it must have a Unified CM Telephony

trigger.

If an application is started by entering a URL, it must have anHTTPtrigger.

If an application is triggered by calling a Unified CM Telephony trigger:a. The Unified CCX system looks for an available CTI Port in the Unified CM Telephony Call

Control Group assigned to the trigger.b. Unified CCX then requests the Unified CM to redirect the caller to the desired CTI Port. c. The call is presented to the CTIport. d. Unified CCX accepts the call on the CTI Port, the call rings on the CTI Port, and a Unified CCX

script decides how to handle the call.

Why does the Unified CM Telephony trigger need to have primary and/or secondary dialog groups assigned to it? For the Unified CCX system to establish a media connection to a caller, Unified CCX must allocate a Media Channel for that call. When Unified CCX accepts a call on a CTI port, it looks for an available Media Channel in the primary dialog group. The primary dialog group may be an ASR channel. But if none is available, then the secondary dialog group may be a normal Cisco Media Channel (DTMF only). If you do not use ASR/TTS, you will be using the Cisco Media Group which does not have the secondary dialog group option.

What are the Unified CCX script call control choices? The call control step choices are: Accept. Answers the call and establishes a media connection. This is based on the Primary and

Secondary dialog groups assigned to the trigger. It can be either the Cisco Media Dialog Group or ASR. Reject. Rejects the call and returns it to the Unified CM without answering it.


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Chapter 4

Basic Contact Flow Concepts for a Unified CM Deployment An HTTP Contact Flow

Terminate. Disconnects the Contact. Redirect. Requests that the Unified CM reroute the caller to another destination.

How are Redirects done? Redirects can be done in several ways: When Unified CCX requests that a caller be rerouted from a CTI Route Point to a CTI Port. When a Unified CCX script executes a Call Redirect step.

Once the Unified CCX system requests a Redirect and the Unified CM accepts it, the redirecting CTI Port is released and returned to the idle port list.

An HTTP Contact FlowWhen an HTTP request is presented to Unified CCX:1. 2. 3. 4. 5.

The HTTP trigger is assigned to an application. When the URL trigger is hit, an application task is started. The application is assigned to a script and the script starts. An HTTP control channel is allocated. The script performs steps on the triggering contact. Get HTTP contact information. Obtain Header Information, Parameters, Cookies and

Possible step choices are: Environment Attributes and assign them to local variables.

Send a response. Send a Document Object as a response to the calling browser. Send a JSP reply. Send a response to the calling browser based on a JSP template. This step allows for the mapping of local variables to keywords in the template. HTTP redirect. Allows a calling browser to be redirected to a different URL.

Important Unified CM Configuration DependenciesThe Unified CCX software tells the Unified CM how to distribute calls. For both products to work together correctly, you must therefore understand how calls are set up when you configure Unified CM devices. You must be aware of the following:

Repository Datastore. The RDS resides on the Unified CCX server in the Informix database. It holds the prompts, grammars, documents, and scripts used by the system. CTI Ports and Route Points. When configuring Unified CCX in the Unified CCX Application Administration web page, you must enter the information that Unified CCX uses to configure CTI Ports and route points in the Unified CM. Unified CM Telephony User. When Unified CCX starts up, it establishes it's Unified CM Telephony communication session with Unified CM. The Unified CM Telephony user ID and password are used by Unified CM to authenticate the request to begin a Unified CM Telephony communication session. The Unified CM Telephony user ID and password are configured into Unified CM automatically as part of the Unified CCX installation process.


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Chapter 4 Important Outbound Configuration Dependencies


Redirects. The Unified CCX can instruct Unified CM to redirect calls to another destination. Redirects are essentially a blind transfer. When a new call arrives at Unified CM and is routed to a CTI route point, the Unified CCX selects an idle CTI port and implicitly instructs the Unified CM to redirect the call from the CTI route point device to the selected CTI port device. The redirect step in the application editor allows calls to be explicitly redirected to another destination. In either scenario, the destination needs to be in the same CSS as the CTI ports and CTI route points. Destination. A redirect will fail if the redirecting device (CTI Port) lacks a CSS that contains the partition bound to the destination. Calling Search Space. Calling search spaces (CSS) determine the partitions that calling devices, including Cisco Unified Communications phones (SCCP or SIP), and gateways, can search when attempting to complete a call. A collection of partitions are searched to determine how a dialed number must be routed. The CSS for the device and the CSS for the directory number get used together. The directory number CSS takes precedence over the device CSS. Refer to Partitions and CSS for more information. Device Regions. The calling and the called devices' regions determine the maximum amount of bandwidth that one call is allowed to consume. While this indirectly affects what codec is used when media negotiation happens between the two parties, the Region configuration simply dictates the highest bandwidth codec permissible. Depending on the configuration of the two parties, other lower-bandwidth codecs might be negotiated during media negotiation.

Warning

If you install Unified CCX with the default codec (G.711), your region configuration must allow calls into the region assigned to the CTI Ports at G.711. Otherwise, calls across the WAN are forced to G.729 in the region configuration, which causes the call to fail.

Refer to Regions Configuration for more information.

Device Locations. In the event that one or more of the devices are in a location, if sufficient bandwidth is not available, the requested call-control operation will fail. Refer to Location Configuration for more information. Media Connections. Media connections to the Unified CCX system are either all G.711 or all G.729. This means that the Unified CM region configuration must allow for connections between devices and the Unified CCX servers CTI Ports with the appropriate Codec. If not, then Transcoder channels MUST be configured and available. You do this at the appropriate matching Codec at Unified CCX installation time. Connection path device (Codec). When you create a region, you specify the codec that can be used for calls between devices within that region, and between that region and other regions. The system uses regions also for applications that only support a specific codec; for example, an application that only uses G.711.

Important Outbound Configuration DependenciesThe Outbound feature provides Outbound dialing functionality in addition to existing Unified CCX inbound capabilities. This feature allows agents who are not busy with inbound calls to handle Outbound calls. With the Outbound feature, customer calls are placed using the Cisco Unified Communications by way of the Unified CM for call control. You must be aware of the following:


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Chapter 4

Basic Contact Flow Concepts for a Unified CM Deployment Important Unified CME Configuration Dependencies

License requirements. The outbound feature is available along with the Unified CCX Premium license and not available with Standard and Enhanced licenses. Deployment availability. The Outbound feature is only available with Unified CM deployments. Area code mapping. The system is pre-configured with the area code and time zone mappings for only the area codes within North America. You must manually enter the time zone mapping for international area codes into the system using the Unified CCX Administration GUI. Do Not Call list. The United States Do Not Call list is not supported and must be filtered out manually before uploading. You must use your own tools t

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