Carrying on with HelloWorld Script from previous lecture.
*Parameters enable the customer to manage the prompt in the GUI
Next steps are to get my lab up and running and start playing with this stuff!
Install editor from Plugins in CCX Administration
File – New – Templates
Blank Script (Demo)
Debug Pane – To validate script for errors
Contact -> Accept – This will accept the call! Whoever called script is the ‘contact’.
Media -> Play Prompt
Create a Variable
Save aef to UCCX Server (If mapped or save to HDD and upload)
Add Script to Application
Choose relevant AEF file
The created Variable is now on the GUI and you can upload a WAV file. When a parameter is ticked, it will be passed to the CCX GUI.
*Application is instance of Script
You can debug a script in great detail, by running the debug live during you calling the script.
- Creation of Call Control Group – Pool of IVR Ports or CTI Ports
- Application – To create or associate the Script, Trigger and CCG.
Add new Call Control Group from Subsystems – RmCm
When you click Add, you will use the CTI Ports being created, check this in CUCM.
Create the Trigger, however we will need an Application available first.
Create the Application, set max number of sessions/calls. Reference the CSQ name here.
**Scripting has not yes been discussed** ICD.aef is the default and is used in the demonstration.
Now add the Trigger through the Application, or via the RmCm menu.
Max Sessions can be set on the Application or Trigger. Application is the Parent and can have many Triggers, so you can limit 50 on the Application with 5 Triggers for example, with a limit of 10 on each. **Uses FIFO on the Application
If the demo we end up with this:
CSQ based on Resource skill.
Resource Selection Criteria: Most Skilled
Minimum Competence Level: 5 (Will pickup 5 and above)
This setting is attached to the CSQ.
1-Beginner – 10-Expert
If we set all the Competence level to 1 for minimum, the CSQ will add all the levels together and pickup the highest level:
If a tie in skills, the longest idle agent is delivered the call. If all agents have the same skill level and there is a tie, it falls back to the next skill.
Weight multiplies the skill level by the weight value.
Skilled values by weight:
Create 3 agents:
Tools -> User Mgmt -> User New
Subsystems -> RmCm -> Add new Skills
Subsystems -> RmCm -> Add new Resource Group (Sales)
Subsystems -> RmCm -> Resources (Assign Skills and Resource Group)
Competence Level – 1 beginner 10- expert for each Skill
Subsystems -> RmCm -> Add new Contact Service Queue (CSQ)
Attached CSQ to Resource Group
Walkthrough of UCCX Administration Page
System -> Server
Unified CM Telephony Subsystem – OUT OF SERVICE
Once we start to configure, this will enable the service and bring the overall CCX engine into service.
Unified CM Configuration (Saw this through the wizard)
Media Parameters – CODEC – G711/G729
- No Access to Teams
- Access to Supervisors Teams Only
- Access to all teams
Max Number of executed steps = 1000
License Information – Add/Display Licenses
- Application Management
AAR Management (All files in bulk, in archive format)
- Subsystems ->
Unified CM Telephony ->
Call Control Group
- RmCm ->
Remote Monitor – Cool!
Agent Based Routing – Automatic Work/Wrap Up Time
- Wizards – Newbies!
Tools -> User Management
Tools -> User Management -> User View
UCCX Admin Review
Cisco Desktop Administrator
Provides options to configure Enterprise Data on Agents settings such as Workflow Groups. Unified Presence Integration. More to follow in lab.
Unified Serviceability Review
Unified CCX Serviceability Review
Unified OS Administration – Patch/Upgrade Server / TFTP File Management