Introduction to the UCCX Script Editor

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

Prompt

‘PromptWelcome’

Parameter

Save aef to UCCX Server (If mapped or save to HDD and upload)

Create Application

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

Create Trigger

—-

Reactive Debugging

You can debug a script in great detail, by running the debug live during you calling the script.

 

UCCX – 15 – UCCX Provisioning – Part 4

  • Creation of Call Control Group – Pool of IVR Ports or CTI Ports
  • Application – To create or associate the Script, Trigger and CCG.

6

Add new Call Control Group from Subsystems – RmCm

When you click Add, you will use the CTI Ports being created, check this in CUCM.

Triggers

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:

7

 

 

UCCX – 14 – UCCX Provisioning – Part 3

CSQ based on Resource skill.

Resource Selection Criteria: Most Skilled

1

Minimum Competence Level: 5 (Will pickup 5 and above)

This setting is attached to the CSQ.

1-Beginner – 10-Expert

Common CSQ:

2

If we set all the Competence level to 1 for minimum, the CSQ will add all the levels together and pickup the highest level:

2 3

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.

4

Skilled values by weight:

5

UCCX – 10 – Managing UCCX – 2

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)

System Parameters

Media Parameters – CODEC – G711/G729

Application Parameters

  • No Access to Teams
  • Access to Supervisors Teams Only
  • Access to all teams

Max Number of executed steps = 1000

License Information – Add/Display Licenses

Applications->

  • Application Management
    Script Management
    Prompt Management
    Grammar Management
    Document Management
    AAR Management (All files in bulk, in archive format)
  • Subsystems ->
    Unified CM Telephony ->
    Provider
    Call Control Group
    Triggers
  • RmCm ->
    Skills,
    Resources,
    Resource Groups,
    CSQ etc…
    Remote Monitor – Cool!
    Agent Based Routing – Automatic Work/Wrap Up Time
  • Wizards – Newbies!
    Application Wizard
    RmCM Wizard

Tools -> User Management

 

 

UCCX – 9 – Managing UCCX – Part 1

Tools -> User Management -> User View

Capabilities

  • Administrator
  • Supervisor
  • Reporting

DRS Review

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