CHAPTER 1 PREFACE... 1

Transcription

1 v CHAPTER 1 PREFACE... 1 Why I wrote this book... 1 Who this book is for?... 1 A brief history of UCCX... 2 What is UCCX... 3 Assumptions... 3 Reference Lab... 3 CHAPTER 2 INSTALLATION... 5 Preparation... 5 DNS Server... 5 NTP Server... 6 Application username/password... 7 Platform username/password... 8 Security password... 8 AXL Credential CUCM End User as UCCX Admin Candidate Installation Steps CHAPTER 3 INITIALIZATION Log onto UCCX Admin the first time AXL Credential License Upload Component Activation Datastore Activation Cisco Unified CM Configuration System Parameter Configuration... 34

2 vi Language Configuration CUCM user as UCCX Administrator CHAPTER 4 UCCX TERMINOLOGIES Trigger Application Script Resource Contact Service Queue (CSQ) Desktop Suite Cisco Finesse CHAPTER 5 INTELLIGENT CALL DISTRIBUTION Task List CTI CTI Port Device Association Primary Extension and IPCC Extension CUCM: Provision Agent Phones CUCM: Provision Agent User Accounts UCCX: Provision Call Control Group UCCX: Provision Resource (Agent) Resource Group UCCX: Provision Contact Service Queue (CSQ)... 60

3 UCCX: Provision Application UCCX: Provision Triggers Provision Agent Desktop Client Configuration Tool Install and Log Into Agent Desktop User ID, password, and extension is invalid RM JTAPI association error Agent Desktop State vii CHAPTER 6 SCRIPT Installing Script Editor Launching Script Editor Opening a Script Palette Pane Design Pane Message Pane Variable Pane ICD.aef CHAPTER 7 RESOURCE MANAGEMENT Resource Group Create Resource Group Assign Agents to Resource Group Create Group-Based CSQ Skills Create Skills Assign Skill Level to Agents Create Skill Based CSQ... 91

4 viii The Automatic Options Automatic Available Automatic Work Wrap-up Time Agent Based Routing Settings CHAPTER 8 DESKTOP SUITE Cisco Agent Desktop Cisco Supervisor Desktop Give a user Supervisor permission Assign supervisor to a team Cisco Desktop Administrator Web Portal Desktop Work Flow Administrator CHAPTER 9 IP PHONE AGENT Provision Phone Service Subscribe to IPPA service Agent Logon CHAPTER 10 ENTERPRISE DATA Define Data Format Fields Layouts Set Enterprise Call Info Step Example Define Fields Define Layout Create a Test Script Upload the Script Modify the Application Test the Application

5 CHAPTER 11 CUSTOMIZATION AND AUTOMATION Dial String Phone Book Reason Codes Wrap-up Data Enterprise Data Data Call Activity CAD Agent User Interface Toolbar Show Data Fields Miscellaneous Browser Setup Remote Access Voice Contact Work Flows Contact Work Flows Agent Management Work Flows IP Phone Agent Example 1 Enable Record Buttons for CAD Make a button visible on CAD Assign action to the button Customize the button icon Example 2 Configure Automatic Recording ix CHAPTER 12 SILENT MONITORING AND RECORDING Monitoring How does monitoring work? Client-based Monitoring Cabling CUCM Phone Configuration Network Card Driver

6 x UCCX Settings Server-based Monitoring Switch Port Mirroring UCCX Server Configuration Client-based vs. Server-based IP Phone Agent (IPPA) Citrix Additional Monitor Servers Supportability Mix and Match Recording How does recording work Recording Server in Server-Based Environment Recording Server in Client-Based Environment Manual Monitoring or Recording Monitoring Manual Recording - Supervisor Playback Supervisor Manual Recording Agent Automatic Recording Remote Monitor Create Remote Monitor Application Create Trigger Provision Supervisor Assign Resources and CSQs to Remote Supervisor Use Remote Monitor CSQ ID CHAPTER Server Agent Overview Agent Configuration Mail store configuration (Microsoft Exchange) Global Settings (CDA Web Portal) Create Contact Service Queue (UCCX AppAdmin Portal)

7 Contact Service Queue Settings (CDA Web Portal) xi CHAPTER 14 WEB CHAT Web Chat Overview Install Cisco SocialMiner Server Integrate UCCX with SocialMiner Create Web Chat CSQ Create Chat Widget Agent Web Chat Interface CAD Built-In Web Browser Standalone Browser CHAPTER 15 OUTBOUND DIALER Overview Basic Concepts Campaign Campaign Types Contact List Area Codes CPA (Call Progress Analysis) SIP Gateway Abandoned Calls LPA (Line Per Agent) and LPP (Line Per Port) Progressive and Predictive Progressive Predictive Dialer Types Finesse vs. CAD Preparation Licensing Outbound IVR Ports CSQs

8 xii Scripts, Applications and Triggers Global Configuration General Configuration Area Codes SIP Gateway Configuration General Workflow One-time global configuration Per campaign configuration (Agent Based) Direct Preview Dialer Preparation Enable Direct Preview for CAD Prepare CSQ Campaign-Specific Configuration Step 1: Create Campaign Step 2: Import Contacts Test the campaign Agent Based Campaign Agent Based Progressive Dialer Agent Based Predictive Dialer Lines Per Agent Maximum Lines Per Agent Predictive Correction Pace Predictive Gain Call Abandon Limit IVR Based Campaign IVR Based Progressive Dialer Number of Dedicated Ports Lines Per Port Answering Machine Treatment IVR Based Predictive Dialer CHAPTER 16 HTTP TRIGGER HTTP Trigger Overview Create a script

9 xiii Create an application to use the script Create a HTTP trigger for the application Build a web page to call the HTTP trigger CHAPTER 17 DATABASE SUBSYSTEM Overview of Database Subsystem Prepare Database Server Upload JDBC Driver to UCCX Server Configure Data Source Test Data Source Test from UCCX AppAdmin Portal Test from UCCX Script Editor CHAPTER 18 REPORTING Overview Realtime Report Realtime Snapshot Configure Real Time Snapshot (UCCX side) Configure Real Time Snapshot (UCCX side) Configure DSN (wallboard side) Historical Report CUIC (Cisco Unified Intelligence Center) CUIC SMTP Configuration Keep the size down rd -Party Reporting Tool CHAPTER 19 TROUBLESHOOTING Troubleshooting Overview Configuration Repository

10 xiv UCCX Database (Informix) XML Files Spanlink Directory Tools Cisco Unified CCX Serviceability Portal Tools > Control Center Network Services Trace > Configuration Trace > Profile Real Time Monitoring Tool (RTMT) CET (Configuration Editing Tool) LDAP Browser NotePad WinGrep CLI Commands Database Schema General Troubleshooting Procedure Get a Problem Statement Ask Questions to Clarify Problem Statement Define Problem Domain Narrow the Problem Domain Collect and Review Log Files Propose Solution UCCX Logs MIVR logs JTAPI Logs APPENDIX Appendix A. Frequently Used URLs UCCX Application Administration UCCX Serviceability Cisco Desktop Administrator Web Portal UCCX Web Chat Agent Desktop UCCX Web Chat Supervisor Desktop Cisco Finesse Administrator Cisco Finesse Agent and Supervisor Desktop

11 CUIC (Cisco Unified Intelligent Center) Reporting xv