Cisco Unified Contact Center Express Server

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Cisco Unified Contact Center Express Server Configuration Report Customer As-Built Documentation for project Chapter: 1 Report Summary 27 March 2015 1 Cisco Unified Contact Center Express Server Configuration Report Table of Content 1 Report Summary ............................................................................................................................................. 5 2 System ............................................................................................................................................................. 6 2.1 Server ....................................................................................................................................................... 6 2.2 Services .................................................................................................................................................... 6 2.3 System Parameters .................................................................................................................................. 8 2.4 License Information ................................................................................................................................. 9 2.5 Recording Configuration .......................................................................................................................... 9 2.6 Language Information .............................................................................................................................. 9 3 Applications................................................................................................................................................... 10 3.1 Application Management ...................................................................................................................... 10 3.2 Script Management................................................................................................................................ 10 3.3 Prompt Management............................................................................................................................. 10 3.4 Grammar Management ......................................................................................................................... 11 3.5 Document Management ........................................................................................................................ 11 4 Subsystems.................................................................................................................................................... 11 4.1 CUCM Telephony ................................................................................................................................... 11 4.1.1 Provider ........................................................................................................................................... 12 4.1.2 Call Control Group .......................................................................................................................... 12 4.1.3 Triggers............................................................................................................................................ 15 4.1.4 Telephony Advanced Settings ......................................................................................................... 19 4.2 RmCm ..................................................................................................................................................... 19 4.2.1 Skills................................................................................................................................................. 19 4.2.2 Resources ........................................................................................................................................ 19 4.2.3 Resource Groups ............................................................................................................................. 20 4.2.4 Contact Service Queues .................................................................................................................. 20 4.2.5 RmCm Provider ............................................................................................................................... 21 4.2.6 Agent Based Routing Settings ......................................................................................................... 21 4.2.7 Teams .............................................................................................................................................. 21 4.3 Chat ........................................................................................................................................................ 22 4.3.1 Chat Contact Service Queues .......................................................................................................... 22 4.3.2 Chat SocialMiner Configuration ...................................................................................................... 22 4.3.3 Chat System Parameters ................................................................................................................. 23 4.3.4 Chat Widget List .............................................................................................................................. 23 4.3.5 Teams .............................................................................................................................................. 25 4.4 Outbound ............................................................................................................................................... 25 4.4.1 Campaigns ....................................................................................................................................... 25 4.4.2 Area Codes ...................................................................................................................................... 25 4.4.3 SIP Gateway Configuration ............................................................................................................. 30 4.5 Database ................................................................................................................................................ 31 4.5.1 Data Sources ................................................................................................................................... 31 4.5.2 Parameters ...................................................................................................................................... 31 4.5.3 Drivers ............................................................................................................................................. 31 4.6 HTTP Trigger Configuration.................................................................................................................... 32 4.7 eMail Configuration ............................................................................................................................... 32 4.8 Cisco Media ............................................................................................................................................ 32 Page 2 of 77 Cisco Unified Contact Center Express Server Configuration Report 4.9 MRCP ASR............................................................................................................................................... 33 4.9.1 MRCP ASR Providers ....................................................................................................................... 33 4.9.2 MRCP ASR Servers........................................................................................................................... 33 4.9.3 MRCP ASR Dialog Groups ................................................................................................................ 33 4.10 MRCP TTS ............................................................................................................................................. 34 4.10.1 MRCP TTS Providers ...................................................................................................................... 34 4.10.2 MRCP TTS Servers ......................................................................................................................... 34 4.10.3 MRCP TTS Default Genders ........................................................................................................... 35 5 Tools .............................................................................................................................................................. 35 5.1 Historical Reporting ............................................................................................................................... 35 5.1.1 Database Server Configuration ....................................................................................................... 35 5.1.2 SMTP Server Configuration ............................................................................................................. 35 5.1.3 Purge Schedule Configuration ........................................................................................................ 36 6 Finesse Workflow Configuration................................................................................................................... 36 6.1 Call Variables Layout .............................................................................................................................. 36 6.2 Desktop Layout ...................................................................................................................................... 37 6.3 Phone Books .......................................................................................................................................... 40 6.4 Reasons .................................................................................................................................................. 40 6.5 Team Resources ..................................................................................................................................... 41 6.6 Workflows .............................................................................................................................................. 48 7 CAD Workflow Configuration........................................................................................................................ 48 7.1 DialStrings .............................................................................................................................................. 48 7.2 Phone Book ............................................................................................................................................ 49 7.3 Reason Codes ......................................................................................................................................... 50 7.4 Wrap-up Data......................................................................................................................................... 50 7.5 Work Flow Groups ................................................................................................................................. 51 7.5.1 Enterprise Data ............................................................................................................................... 51 7.5.2 Reason Codes .................................................................................................................................. 51 7.5.3 Wrap-Up Data ................................................................................................................................. 51 7.5.4 Phone Book ..................................................................................................................................... 51 7.5.5 CAD Agent ....................................................................................................................................... 51 7.5.6 CAD-BE Agent .................................................................................................................................. 53 7.5.7 IP Phone Agent ................................................................................................................................ 54 8 Command Line objects.................................................................................................................................. 54 8.1 Server 10.5.1.115 ................................................................................................................................... 54 8.1.1 Show status ..................................................................................................................................... 54 8.1.2 NTP Status ....................................................................................................................................... 55 8.1.3 Show hardware ............................................................................................................................... 55 8.1.4 Show network eth0 ......................................................................................................................... 56 8.1.5 Show version active ........................................................................................................................ 56 8.1.6 Show version inactive ..................................................................................................................... 56 8.1.7 Show timezone config ..................................................................................................................... 56 8.1.8 Show stats io ................................................................................................................................... 56 9 Script Files ..................................................................................................................................................... 57 9.1 Simple_Queuing.aef ............................................................................................................................... 57 9.2 SNU.aef .................................................................................................................................................. 58 9.3 voicebrowser.aef ................................................................................................................................... 61 9.4 Folder2__VisibleQ.aef ............................................................................................................................ 62 Page 3 of 77 Cisco Unified Contact Center Express Server Configuration Report 9.5 Folder1__BasicQ.aef .............................................................................................................................. 63 9.6 Folder1__CollectDigits.aef ..................................................................................................................... 64 9.7 Folder1__Folder11__aa.aef ................................................................................................................... 65 9.8 Folder1__Folder11__outboundVoiceBrowser.aef ................................................................................ 70 9.9 Folder1__Folder11__rmon.aef .............................................................................................................. 71 Page 4 of 77 Cisco Unified Contact Center Express Server Configuration Report 1 Report Summary This configuration report contains the configuration objects for the Cisco Unified Contact Center Express (Unified CCX) cluster. Cisco Unified Contact Center Express meets the needs of midmarket and enterprise branch-office or departmental companies that need easy-to-deploy, easy-to-use, secure, virtual, highly available, and sophisticated customer interaction management for up to 400 agents. Cisco Unified Contact Center Express support for powerful, agent-based service as well as fully integrated self-service applications results in reduced business costs and improved customer response by providing sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services in a single-server, contactcenter-in-a-box deployment while offering the flexibility to scale to larger, more demanding environments. Cisco Unified Contact Center Express helps ensure your business rules for inbound and outbound voice and email; and customer interaction management helps ensure that each contact is delivered to the right agent the first time. To help companies provide efficient, effective, customer-focused service in the contact center, supervisors must have the tools they need to manage team performance. Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express helps supervisors and other managers align contact center performance with business objectives by integrating workforce optimization into the team's daily workflow. Cisco Unified Contact Center Express is provided in three versions: Standard, Enhanced, and Premium, to better match product functions with your customer contact interaction management requirements. All Cisco Unified Contact Center Express products are tightly integrated with Cisco Unified Communications Manager. Cisco Unified Contact Center Express (Unified CCX), a member of the Cisco Unified Communications family of products, 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. A single-server, integrated 'contact center in a box' intended for both formal and informal contact centers, Cisco Unified Contact Center Express delivers:          Sophisticated call routing and comprehensive contact management capabilities Powerful, automatic call distributor features including conditional routing, call-in-queue and expected-wait-time messages, enterprise data displays, real-time data, and historical reporting Presence integration for increased caller satisfaction through improved agent performance and knowledge worker expertise Workforce Optimization, including Workforce Management, Quality Management and Advanced Quality Management Blended Preview Outbound Dialer and outbound interactive voice response capabilities Blended Agent Email Easy-to-use administration features Mobile Supervisor enabling real-time reports on the go Simplified installation, configuration, and application hosting Report Info Report date 27/03/2015 2:43:37 PM Report generated for Customer Description As-Built Documentation for project Server Info UCCX version 10.5.1.11001-49.i386 UCCX IP 10.5.1.115 Report Settings Page 5 of 77 Cisco Unified Contact Center Express Server Configuration Report Report Type Direct Report Visual style Blu Light.css Report Content All objects Template HTML UCCXreportTemplate.htm Template Word Bars_Phones_Green_Blue.doc Report Tool Info Report Tool version 10.6.3 / 26 March 2015 Report Tool License Licensed [Ent 467890] 2 System The System menu of the Unified CCX Administration system provides options for performing system-related tasks. Depending on the product package you purchased, the System menu contains some or all of the following menu options:      Server System Parameters Recording Configuration (for UCCX versions 10 and later) License Information Language Information 2.1 Server This section list the servers in the cluster. Each server information includes Host Name(IP Address), MAC Address, and description of the server. The following servers are configured in the cluster: Servers Host Name/IP Address Node ID UCCX115 2 MAC Address Description Desc UCCX 10.5.1.1 3 Desc - does not exist 2.2 Services The following services are present on this server: Services Server Name Node Type Service Name Status Activation Status Start Time 10.5.1.115 Publisher A Cisco DB Started Activated Thu Mar 26 20:23:06 2015 10.5.1.115 Publisher A Cisco DB Replicator Started Activated Thu Mar 26 20:23:07 2015 10.5.1.115 Publisher Cisco AMC Service Started Activated Thu Mar 26 20:23:34 2015 10.5.1.115 Publisher Cisco Audit Event Service Started Activated Thu Mar 26 20:23:35 2015 10.5.1.115 Publisher Cisco CDP Started Activated Thu Mar 26 20:23:22 2015 10.5.1.115 Publisher Cisco CDP Agent Started Activated Thu Mar 26 20:23:16 2015 10.5.1.115 Publisher Cisco CallManager Serviceability Started Activated Thu Mar 26 20:23:18 2015 10.5.1.115 Publisher Cisco Certificate Change Notification Started Activated Thu Mar 26 20:23:29 2015 10.5.1.115 Publisher Cisco Certificate Expiry Monitor Started Activated Thu Mar 26 20:23:28 2015 10.5.1.115 Publisher Cisco DRF Local Started Activated Thu Mar 26 20:23:27 2015 10.5.1.115 Publisher Cisco DRF Master Started Activated Thu Mar 26 20:23:26 Page 6 of 77 Cisco Unified Contact Center Express Server Configuration Report Services Server Name Node Type Service Name Status Activation Status Start Time 10.5.1.115 Publisher Cisco Database Layer Monitor Started Activated Thu Mar 26 20:23:08 2015 10.5.1.115 Publisher Cisco Desktop Administrator Service Started Activated Thu Mar 26 20:23:59 2015 10.5.1.115 Publisher Cisco Desktop Agent E-Mail Service Started Activated Thu Mar 26 20:23:58 2015 10.5.1.115 Publisher Cisco Desktop Browser and IP Phone Agent Service Started Activated Thu Mar 26 20:23:53 2015 10.5.1.115 Publisher Cisco Desktop Call/Chat Service Started Activated Thu Mar 26 20:23:50 2015 10.5.1.115 Publisher Cisco Desktop Enterprise Service Started Activated Thu Mar 26 20:23:51 2015 10.5.1.115 Publisher Cisco Desktop LDAP Monitor Service Started Activated Thu Mar 26 20:23:57 2015 10.5.1.115 Publisher Cisco Desktop License and Resource Manager Service Started Activated Thu Mar 26 20:23:49 2015 10.5.1.115 Publisher Cisco Desktop Recording and Playback Service Started Activated Thu Mar 26 20:23:56 2015 10.5.1.115 Publisher Cisco Desktop Recording and Statistics Service Started Activated Thu Mar 26 20:23:54 2015 10.5.1.115 Publisher Cisco Desktop Sync Service Started Activated Thu Mar 26 20:23:52 2015 10.5.1.115 Publisher Cisco Desktop VoIP Monitor Service Started Activated Thu Mar 26 20:23:55 2015 10.5.1.115 Publisher Cisco Finesse Tomcat Started Activated Thu Mar 26 20:24:01 2015 10.5.1.115 Publisher Cisco Log Partition Monitoring Tool Started Activated Thu Mar 26 20:23:21 2015 10.5.1.115 Publisher Cisco RIS Data Collector Started Activated Thu Mar 26 20:23:33 2015 10.5.1.115 Publisher Cisco RTMT Reporter Servlet Started Activated Thu Mar 26 20:23:20 2015 10.5.1.115 Publisher Cisco Syslog Agent Started Activated Thu Mar 26 20:23:17 2015 10.5.1.115 Publisher Cisco Tomcat Started Activated Thu Mar 26 20:23:11 2015 10.5.1.115 Publisher Cisco Tomcat Stats Servlet Started Activated Thu Mar 26 20:23:32 2015 10.5.1.115 Publisher Cisco Trace Collection Service Started Activated Thu Mar 26 20:23:31 2015 10.5.1.115 Publisher Cisco Trace Collection Servlet Started Activated Thu Mar 26 20:23:30 2015 10.5.1.115 Publisher Cisco Unified CCX Administration Started Activated Thu Mar 26 20:23:40 2015 10.5.1.115 Publisher Cisco Unified CCX CVD Dependent Webapp Started Activated Thu Mar 26 20:23:44 2015 10.5.1.115 Publisher Cisco Unified CCX Cluster View Daemon Started Activated Thu Mar 26 20:23:10 2015 10.5.1.115 Publisher Cisco Unified CCX Configuration API Started Activated Thu Mar 26 20:23:46 2015 10.5.1.115 Publisher Cisco Unified CCX DB Perfmon Counter Service Started Activated Thu Mar 26 20:23:43 2015 10.5.1.115 Publisher Cisco Unified CCX Database Started Activated Thu Mar 26 20:23:09 2015 10.5.1.115 Publisher Cisco Unified CCX Engine Started Activated Thu Mar 26 20:23:48 2015 10.5.1.115 Publisher Cisco Unified CCX Notification Service Started Activated Thu Mar 26 20:24:00 2015 2015 Page 7 of 77 Cisco Unified Contact Center Express Server Configuration Report Services Server Name Node Type Service Name Status Activation Status Start Time 10.5.1.115 Publisher Cisco Unified CCX Perfmon Counter Service Started Activated Thu Mar 26 20:23:45 2015 10.5.1.115 Publisher Cisco Unified CCX SNMP Java Adapter Started Activated Thu Mar 26 20:23:41 2015 10.5.1.115 Publisher Cisco Unified CCX Serviceability Started Activated Thu Mar 26 20:23:38 2015 10.5.1.115 Publisher Cisco Unified CCX Voice Subagent Started Activated Thu Mar 26 20:23:41 2015 10.5.1.115 Publisher Cisco Unified CCX WebServices Started Activated Thu Mar 26 20:23:39 2015 10.5.1.115 Publisher Cisco Unified Intelligence Center Reporting Service Started Activated Thu Mar 26 20:23:36 2015 10.5.1.115 Publisher Cisco Unified Intelligence Center Serviceability Service Started Activated Thu Mar 26 20:23:37 2015 10.5.1.115 Publisher Cisco Unified Serviceability RTMT Started Activated Thu Mar 26 20:23:19 2015 10.5.1.115 Publisher Host Resources Agent Started Activated Thu Mar 26 20:23:14 2015 10.5.1.115 Publisher MIB2 Agent Started Activated Thu Mar 26 20:23:13 2015 10.5.1.115 Publisher Platform Administrative Web Service Started Activated Thu Mar 26 20:23:47 2015 10.5.1.115 Publisher SNMP Master Agent Started Activated Thu Mar 26 20:23:12 2015 10.5.1.115 Publisher SOAP -Log Collection APIs Started Activated Thu Mar 26 20:23:25 2015 10.5.1.115 Publisher SOAP -Performance Monitoring APIs Started Activated Thu Mar 26 20:23:24 2015 10.5.1.115 Publisher SOAP -Real-Time Service APIs Started Activated Thu Mar 26 20:23:23 2015 10.5.1.115 Publisher System Application Agent Started Activated Thu Mar 26 20:23:15 2015 10.5.1.115 Publisher Cisco Serviceability Reporter Stopped Deactivated < None > 2.3 System Parameters The system parameter section defines the number of historical reporting clients, the recording count, port settings, the default session timeout, and codec. The following system parameters are configured in the cluster: System Parameters Configuration Parameter Name Parameter Value Generic System Parameters - System Time Zone* Pacific Standard Time Suggested Value Internationalization Parameters - Customizable Locales Internationalization Parameters - Default Currency* American Dollar [USD] American Dollar Media Parameters - Codec G711 G711 Media Parameters - Recording Count* 2 0 Media Parameters - Default TTS Provider < NONE > Media Parameters - User Prompts override System Prompts Disable Application Parameters - Supervisor Access No Access to Teams Application Parameters - Max Number of Executed Steps* 1000 1000 Application Parameters - Additional Tasks* 0 0 Application Parameters - Default Session Timeout* 30 30 minutes Application Parameters - Enterprise Call Info Parameter Separator* | | Application Parameters - Agent State after Ring No Answer* Not Ready Not Ready Application Parameters - Number of Direct Preview Outbound seats* 25 Disable Page 8 of 77 Cisco Unified Contact Center Express Server Configuration Report System Parameters Configuration Parameter Name Parameter Value Suggested Value Application Parameters - Live Data - Short Term Reporting Duration 5 5 minutes Application Parameters - Persistent Connection Enable Enable System Ports Parameters - RMI Port* 6999 6999 System Ports Parameters - RmCm TCP Port* 12028 12028 System Ports Parameters - Master Listener TCP Port* 1994 1994 2.4 License Information Cisco Unified Contact Center Express is provided in three versions: Standard, Enhanced, and Premium licensing packages.The uploaded licenses define the feature set for a Unified CCX system and the subsystems available in the configuration. The following licenses are available in the cluster: Configured Licenses: Package Cisco Unified CCX Premium Total IVR Port(s) 50 Cisco Unified CCX Premium Seat(s) 25 High Availability Enabled Cisco Unified CCX Preview Outbound Dialer Enabled Cisco Unified CCX Quality Manager Seat(s) 25 Cisco Unified CCX Advanced Quality Manager Seat(s) 25 Cisco Unified CCX Workforce Manager Seat(s) 25 Cisco Unified CCX Compliance Recording Seat(s) 25 Cisco Unified CCX Maximum Agents 400 Cisco Unified CCX Recording Count 25 Available Inbound IVR Port(s) 50 Cisco Unified CCX Licensed Outbound IVR Port(s) 25 Cisco Unified CCX Outbound IVR Port(s) In Use 0 Cisco Unified CCX Licensed Outbound Agent Seat(s) 25 Cisco Unified CCX Outbound Agent Seat(s) In Use 0 Current License MAC of the node c0f3499ba065 2.5 Recording Configuration Cisco Unified CCX Enhanced and Premium also provide the ability for agent calls to be recorded. Agent call recording can be triggered in the following ways:    Supervisor clicks record button on CSD for a specified agent call. Agent clicks record button on CAD or IPPA. Workflow configuration automatically triggers complete call recording on certain types of calls for agents using CAD. The following recording servers are configured: Recording Configuration Node 1 Hostname test.bla.com Node 2 Hostname User Name usr 2.6 Language Information The Languages configuration settings are used to enable and configure languages to be used with Cisco Unified Contact Center Express CAD and CSD. Enabling a language allows it to be used to play prompts and grammars through Cisco Unified IP IVR. The following languages configuration settings have been configured: Page 9 of 77 Cisco Unified Contact Center Express Server Configuration Report Language Configuration Default Language* English (United States) [en_US] CAD/CSD Language* English 3 Applications The process of configuring Cisco script applications includes uploading Unified CCX scripts and prerecorded prompts, installing grammars and customized languages, and adding triggers to applications. This section contains the following chapters:      Application Management Script Management Prompt Management Grammar Management Document Management 3.1 Application Management Cisco script applications are based on scripts that you must upload to the repository and make available to the Unified CCX system. A Cisco application has one or more triggers so that the application can respond to Unified CM and Unified CME Telephony calls and HTTP requests. Triggers are specified signals that invoke application scripts in response to incoming contacts. The Unified CCX system uses Unified CM/Unified CME Telephony triggers to trigger responses to telephone calls and HTTP triggers to respond to HTTP requests. The following applications are present: Applications Name ID Type Sessions Enabled Application1-89000 0 Cisco Script Application 2 Y 3.2 Script Management Unified CCX applications are based on scripts created in the Unified CCX Editor. Cisco script applications are based on scripts that you must upload to the repository and make available to the Unified CCX system. The following scripts are present: Script Management Name Path Size Date Modified Modified By SNU.aef ../ 58.00 KB 2015-03-09 23:45:50.339 crsadmin Simple_Queuing.aef ../ 10.00 KB 2015-03-10 03:32:01.839 crsadmin voicebrowser.aef ../ 7.00 KB 2015-03-09 23:45:53.478 crsadmin BasicQ.aef ../Folder1/ 10.00 KB 2015-03-09 23:46:13.415 crsadmin CollectDigits.aef ../Folder1/ 10.00 KB 2015-03-09 23:46:06.081 crsadmin aa.aef ../Folder1/Folder11/ 91.00 KB 2015-03-09 23:45:28.243 crsadmin outboundVoiceBrowser.aef ../Folder1/Folder11/ 15.00 KB 2015-03-09 23:45:35.455 crsadmin rmon.aef ../Folder1/Folder11/ 95.00 KB 2015-03-09 23:45:32.075 crsadmin VisibleQ.aef ../Folder2/ 14.00 KB 2015-03-09 23:46:36.748 crsadmin 3.3 Prompt Management Many applications make use of pre-recorded prompts, stored as .wav files, which are played back to callers to provide information and elicit caller response. You must upload these .wav files to the repository and make them available to the Unified CCX system. Page 10 of 77 Cisco Unified Contact Center Express Server Configuration Report The following prompts are present: Prompt Management Name Path Size Date Modified Modified By telephonering02.wav ../en_AU/ 3,844.00 KB 2015-03-12 03:24:19.24 crsadmin telephonering04.wav ../en_AU/ 4,780.00 KB 2015-03-12 03:24:30.336 crsadmin 3.4 Grammar Management A grammar is a specific set of all possible spoken phrases and Dual Tone Multi-Frequency (DTMF) digits to be recognized by Unified CCX applications and acted upon during run time. The Unified CCX system uses specific grammars when recognizing and responding to caller response to prompts. You must store these grammars in a directory to make them available to the Unified CCX system. The following grammars are present: < No records found > 3.5 Document Management Several system-level document files are loaded during Unified CCX installation. However, any file you create needs to be made available to the Unified CCX Engine before a Unified CCX application can use them. This is done through the Unified CCX cluster's Repository datastore, where the document files are created, stored, and updated. The following documents are present: Document Management Name Path Size Date Modified Modified By UCCX10_SeeUC10BetaFolder.txt ../en_AU/ 0 KB 2015-03-12 03:25:15.469 crsadmin 4 Subsystems The Subsystems menu of the Unified CCX Administration web interface provides access to the subsystems that are licensed for your Unified CCX system. The Unified CCX system uses subsystems for communicating with other services. Depending on the Unified CCX package you have installed, the Subsystems menu may vary. This section contains the following chapters:           CUCM Telephony RmCm (Resource Management) Chat (for UCCX versions 10 and later) Outbound Campaigns [Premium license required] Database [Premium license required] HTTP [Premium license required] Email (for UCCX versions 10 and later) Cisco Media MCRP ASR (Automatic Speech Recognition) [Premium license required] MCRP TTS (Text To Speech) [Premium license required] 4.1 CUCM Telephony The Unified CCX system uses the Unified CM Telephony subsystem of the Unified CCX Engine to send and receive call-related messages from the Unified CM Computer Telephony Interface (CTI) Manager. The Unified CM Telephony subsystem is the subsystem of the Unified CCX Engine that sends and receives call-related messages from the Unified CM CTI Manager through the Unified CM Telephony client. To enable your Unified CCX server to handle Cisco Unified Communications requests, you Page 11 of 77 Cisco Unified Contact Center Express Server Configuration Report will need to provision the Unified CM Telephony subsystem. The Unified CM Telephony subsystem is available in all the Unified CCX license packages. The CUCM telephony configuration section is used to enter Unified CM Telephony provider information, Computer Telephony Interface (CTI) port group information, Unified CM Telephony trigger information, and to resynchronize Unified CM Telephony information. This section contains the following chapters:     CM Telephony Provider Call Control Group Triggers CM Telephony Advanced Settings 4.1.1 Provider The Unified CCX system uses the Unified CM Telephony provider to send and receive call-related messages via the Unified CM Computer Telephony Interface (CTI) Manager. The Primary Unified CM Telephony Provider defines the IP address of the Cisco Media Convergence Server (Cisco MCS) running Unified CM CTI Manager in the cluster. The User Prefix defines User prefix for the Unified CM user IDs created in Unified CM. The following settings for the Unified CM Telephony provider are configured: CUCM Telephony Provider Primary Cisco Unified CM Telephony Provider 10.5.1.112 Secondary Cisco Unified CM Telephony Provider 10.5.1.113 User Prefix crscti 4.1.2 Call Control Group The Unified CCX system uses Unified CM Telephony call control groups to pool together a series of CTI ports, which the system uses to serve calls as they arrive or depart from the Unified CCX server. The corresponding CTI ports are created in the Unified CM Telephony call control group. You can create multiple Unified CM Telephony call control groups to share and limit the resources to be used by specific applications. The following Unified CM Telephony Call Control Groups are defined: 4.1.2.1 UCCX Call Control Group ID 2 Group ID 2 Details Group Information Description CCG1 Number Of CTI Ports 4 Group Type Inbound Directory Number Information Device Name Prefix* crs Starting Directory Number* 90000 List of CTI Ports crs_90000,crs_90001,crs_90002,crs_90003 Device Pool DP_2 DN Calling Search Space CSS_1 Location Hub_None Partition P_1 Page 12 of 77 Cisco Unified Contact Center Express Server Configuration Report 4.1.2.2 CUCM Call Control Group ID 2 CTI Port Phone crs_90000 Base settings Lines Model CTI Port Description CCG1-1 Protocol SCCP Device Pool DP_2 CSS CSS_1 MRGL < None > Location Hub_None # Extension Partition CSS Line 1 90000 # Extension Partition CSS Line 1 90001 # Extension Partition CSS Line 1 90002 P_1 Linetext Alerting Name External Mask Pickup Grp < None > max/busy VM Profile CF All CF Busy CF NoAnswer 4/2 / < None > / < None > / < None > max/busy VM Profile CF All CF Busy CF NoAnswer 4/2 / < None > / < None > / < None > max/busy VM Profile CF All CF Busy CF NoAnswer 4/2 / < None > / < None > / < None > < None > CFNA [secs] AAR Group Button Template crs_90001 Softkey Template < None > Owner User ID < None > Model CTI Port Description CCG1-1 Protocol SCCP Device Pool DP_2 CSS CSS_1 MRGL < None > Location Hub_None P_1 Linetext Alerting Name External Mask Pickup Grp < None > < None > CFNA [secs] AAR Group Button Template crs_90002 Softkey Template < None > Owner User ID < None > Model CTI Port Description CCG1-1 Protocol SCCP Device Pool DP_2 CSS CSS_1 MRGL < None > Location Hub_None P_1 < None > Linetext Alerting Name External Mask Pickup Grp < None > CFNA [secs] AAR Group Page 13 of 77 Cisco Unified Contact Center Express Server Configuration Report CTI Port Phone Base settings Lines Button Template crs_90003 Softkey Template < None > Owner User ID < None > Model CTI Port Description CCG1-1 Protocol SCCP Device Pool DP_2 CSS CSS_1 MRGL < None > Location Hub_None # Extension Partition CSS Line 1 90003 P_1 < None > Linetext Alerting Name External Mask Pickup Grp max/busy VM Profile CF All CF Busy CF NoAnswer 4/2 / < None > / < None > / < None > < None > CFNA [secs] AAR Group Button Template Softkey Template < None > Owner User ID < None > Page 14 of 77 Cisco Unified Contact Center Express Server Configuration Report 4.1.3 Triggers Unified CM Telephony triggers are defined to invoke application scripts in response to incoming contacts. A Unified CM Telephony trigger responds to calls that arrive on a specific route point by selecting telephony and media resources to serve the call and invoking an application script to handle the call. The following Unified CM Telephony triggers are defined: 4.1.3.1 UCCX Trigger Route Point 89000 Route Point 89000 Details Directory Information Directory Number 89000 Trigger Information Language en_US Application Name Application1-89000 Description Cisco JTAPI Trigger Call Control Group CCG1(2) Advanced Trigger Information Enabled Y Maximum Number Of Sessions 2 Idle Timeout (in ms) 5000 CTI Route Point Information Alerting Name ASCII Device Pool Default Location Hub_None Directory Number Settings Partition None Voice Mail Profile None Calling Search Space None Calling Search Space for Redirect Default Calling Search Space Presence Group Standard Presence group Call Forward and Pickup Settings Voice Mail N Destination Calling Search Space None Line Settings Display External Phone Number Mask Page 15 of 77 Cisco Unified Contact Center Express Server Configuration Report 4.1.3.2 CUCM Trigger Route Point 89000 < No records found > Page 16 of 77 Cisco Unified Contact Center Express Server Configuration Report 4.1.3.3 UCCX Trigger Route Point 89001 Route Point 89001 Details Directory Information Directory Number 89001 Trigger Information Language en_AU Application Name Application1-89000 Description Cisco JTAPI Trigger Call Control Group CCG1(2) Advanced Trigger Information Enabled Y Maximum Number Of Sessions 2 Idle Timeout (in ms) 5000 CTI Route Point Information Alerting Name ASCII Device Pool Default Location Hub_None Directory Number Settings Partition None Voice Mail Profile None Calling Search Space None Calling Search Space for Redirect Default Calling Search Space Presence Group Standard Presence group Call Forward and Pickup Settings Voice Mail N Destination Calling Search Space None Line Settings Display External Phone Number Mask Page 17 of 77 Cisco Unified Contact Center Express Server Configuration Report 4.1.3.4 CUCM Trigger Route Point 89001 < No records found > Page 18 of 77 Cisco Unified Contact Center Express Server Configuration Report 4.1.4 Telephony Advanced Settings The following advanced settings for the Unified CM Telephony Client are configured: CUCM Telephony Advanced Settings Enable Periodic Wakeup: Y Periodic Wakeup Interval (sec) 50 Enable Queue Stats: Y Queue Size Threshold 25 CTI Request Timeout (sec) 30 Provider Open Request Timeout (sec) 200 Provider Retry Interval (sec) 30 Server Heartbeat Interval (sec) 30 Route Select Timeout (ms) 5000 Post Condition Timeout 15 Use Progress As Disconnect 0 4.2 RmCm The RmCm configuration section is used to configure skills groups, resources, resource groups, Contact Service Queues (CSQs), and RM (Resource Manager) Unified CM Telephony providers. This section contains the following chapters:        Skills Resources Resource Groups Contact Service Queues Rm Cm Provider [requires Enhanced or Premium license package] Agent based routing settings [requires Enhanced or Premium license package] Teams 4.2.1 Skills Skills are customer-definable labels assigned to agents. Once the skills have been created, you can add skills to agents. You can also select the competence level of the agent(s) for each of the assigned skills. Competence level indicates the agent's level of expertise in that skill. The following skills are defined and assigned to the agents in the right column: Skill List Skill Name Resources Skill1 agent1 UCCX Skill2 agent1 UCCX Skill3 4.2.2 Resources Once the end users in Cisco Unified Communications1 are defined as agents, the list of agents and their associated Unified CCX devices are displayed in the Subsystems > RmCm > Resources page. These agents are also called resources. After you create a resource group, you can assign agents (resources) to that group. If you have Unified CCX Standard license package, you can add skills to agents once the skills have been created. You can also select the competence level of the agent(s) in assigned skills. Competence level indicates the agent's level of expertise in that skill. The following agents (resources) are configured: Resources List Resource Name supervisor1 UCCX Resource Information Resources Page 19 of 77 Cisco Unified Contact Center Express Server Configuration Report Resources List Resource Name Resource Information Resource ID supervisor1 IPCC Extension 9010 Resource Group RG1 Automatic Available Y Assigned Skills < No records found > Team Team1 agent1 UCCX Resources Resource ID agent1 IPCC Extension 9000 Resource Group RG1 Automatic Available Y Assigned Skills Team Assigned Skills Skill Name Competence Level Skill1 5 Skill2 5 Team1 4.2.3 Resource Groups Resource groups are collections of agents that your CSQ uses to handle incoming calls. To use resource groupbased CSQs, you must specify a resource group. The following resource groups are defined: List Resource Group Resource Group Name Resources RG1 supervisor1 UCCX, agent1 UCCX RG2 4.2.4 Contact Service Queues The Contact Service Queue (CSQ) controls incoming calls by determining where an incoming call should be placed in the queue and to which agent the call is sent. After you assign an agent to a resource group and skills, you need to configure the CSQs. You assign agents to a CSQ by associating a resource group or by associating all skills of a particular CSQ. Agents in the selected resource group or having all the selected skills are assigned to the CSQ. Skills within the CSQ can be ordered. This means, when resources are selected, a comparison is done based on the competency level (highest for 'most skilled' and lowest for 'least skilled') of the first skill in the list. If there is a tie, then the next skill within the order is used, and so on. Skills within the CSQ can also be weighted. The weight value is an integer from 1 to 1000. Each competency level is multiplied by the skill's associated weight, and a final comparison is done on the sum of all the weighted skill competencies (highest value for "most skilled" and lowest for "least skilled"). The following Contact Service Queues (CSQs) are configured: Contact Service Queues Name CSQ1 Details Contact Service Queue Contact Service Queue Type Voice Contact Queuing Criteria FIFO Automatic Work Y Wrapup Time N Resource Pool Selection Model Resource Group Service Level 5 Page 20 of 77 Cisco Unified Contact Center Express Server Configuration Report Contact Service Queues Name CSQ2 Details Service Level Percentage 70 Prompt < None > Resource Selection Criteria Longest Available Resource Group name RG1 Assigned Resources supervisor1 UCCX agent1 UCCX Contact Service Queue Contact Service Queue Type Voice Contact Queuing Criteria FIFO Automatic Work Y Wrapup Time N Resource Pool Selection Model Resource Skills Service Level 5 Service Level Percentage 70 Prompt telephonering04.wav Resource Selection Criteria Longest Available Required Skills Skill2(5) Skill3(5) 4.2.5 RmCm Provider The Unified CCX Resource Manager (RM) uses a Unified CM/Unified CME Telephony user (called the RmCm Provider) to monitor agent phones, control agent states, and route and queue calls. The RmCm user specified through Unified CCX Administration is updated automatically in Unified CM. Rm Cm Provider Primary RmCm Provider 10.5.1.113 Secondary RmCm Provider 10.5.1.112 User ID crsrm 4.2.6 Agent Based Routing Settings Use the Agent Based Routing Settings area of the Unified CCX Configuration web page to configure Automatic Work and Wrapup Time. The Agent Based Routing Settings is available only if you are using Unified CCX Enhanced or Premium license packages. The Automatic Work setting determines if agents automatically move to the Work state after a call. This causes agents to go into Work state automatically when a call ends. If disabled (default) this setting causes agents to enter Ready or Not Ready state when a call ends, depending on the Automatic Available setting for the agent. The Wrapup Time setting determines if agents automatically enter Wrapup after a call. This setting controls how long the agent can stay in the Work state if Automatic work is enabled. The seconds field specifies the Wrapup time length (greater than 0 second but less than 7200 seconds). If the Wrapup Time setting is Disabled (default) there is no limit of how long the agent can stay in the Work state if Automatic Work is enabled. Agent Based Routing Setting Automatic Work* disabled Wrapup Time* disabled 4.2.7 Teams A team is a group of agents who report to the same supervisor. A team can have one primary supervisor and optional secondary supervisor(s). A supervisor can also monitor CSQs that are assigned to the team being supervised. Barge in is when a supervisor joins an existing call between an agent and a customer.Intercept is when the supervisor joins a call and drops the agent from the call. Page 21 of 77 Cisco Unified Contact Center Express Server Configuration Report A default team is automatically created by the system and cannot be deleted. If agents are not assigned to any team, they belong to the default team. When an agent is assigned to a team, the team's supervisor can barge-in and intercept any call being handled by the agent. The following teams are configured: List Team Team Name Details Default Team Configuration Primary Supervisor NONE Secondary Supervisors Assigned Resources Assigned CSQs Team1 Team Configuration Primary Supervisor supervisor1 UCCX Secondary Supervisors Assigned Resources supervisor1 UCCX agent1 UCCX Assigned CSQs CSQ1 4.3 Chat The Chat Configuration section configures and manage Chat Contact Service Queues (CSQs), Web Forms, and SocialMiner. This option is available only with the Unified CCX Premium license package and for Cisco UCCX versions 10 and later. Depending on the product package you purchased, the System menu contains some or all of the following menu options:      Chat Contact Service Queues SocialMiner Configuration Chat System Parameters Chat Web Form List Teams 4.3.1 Chat Contact Service Queues The Chat Contact Service Queues (CSQs) screen contains definitions for the chats service queue such as CSQ type, queuing criteria, resource pool (resource skills used for the chat CSQ), resource selection criteria (longest available, most skilled). The following Chat Contact Service Queues (CSQs) are configured: List of Chat CSQs CSQ Name Queuing Criteria Resource Pool Selection Model Resource Selection Criteria CSQ-Chat1 FIFO Resource Skills: Skill2(5), Skill3(5) Longest Available CSQ-Chat2 FIFO Resource Skills: Skill1(4) Most Skilled 4.3.2 Chat SocialMiner Configuration Cisco SocialMiner is a customer-care system that provides capture, filtering, workflow, queuing, and reporting for social media engagement teams. Internet postings captured by SocialMiner are referred to as Social Contacts. SocialMiner stores the social contacts and groups them into user-defined Campaigns. Each Campaign obtains social contacts from one or more Feeds. SocialMiner presents the social contacts to social media customer care personnel who can search, review, categorize, and respond to the postings. SocialMiner also produces reporting metrics on the handling of the social contacts. THe following SocialMiner configuration settings are present: SocialMiner Configuration IP Address / Host Name SM116 User Name admin Page 22 of 77 Cisco Unified Contact Center Express Server Configuration Report Chat Join Timeout (Minutes) 1 Chat Inactivity Timeout (Minutes) 5 4.3.3 Chat System Parameters The following Chat System Parameters are configured: Chat System Parameters Configuration Chat No Answer Timeout (Seconds)*: 15 Offer Chat Contact When On Voice Call*: Yes 4.3.4 Chat Widget List The following Chat Web forms (widgets) are configured: List Chat Web Forms Name Details Widg et 1 Descripti desc Widget on Logo URL Widget Welcome. Please wait while we connect you to a customer care representative. Wait Message Join All customer care representatives are busy. Please wait or try again later. Time-out Message Error Sorry, the chat service is currently not available. Please try again later. Message Generat <html> ed HTML <head> <meta http-equiv="Content-Type" content="text/html; charset=utf-8" /> <script language="JavaScript"> function updateAuthor(theForm){ if(theForm.extensionField_Name){ if(theForm.extensionField_Name.value!=""){ theForm.author.value=theForm.extensionField_Name.value; theForm.extensionField_Name.name='extensionField_h_Name'; return(true);} } if(theForm.extensionField_Email){ if(theForm.extensionField_Email.value!=""){ theForm.author.value=theForm.extensionField_Email.value; theForm.extensionField_Email.name='extensionField_h_Email'; return(true); } } return(true); } </script> </head> <body> <form action="https://sm116.lab.test/ccp/chat/form/100002" method="post" onsubmit="return updateAuthor(this)"> <style type="text/css">span { display: inline-block; width: 120px; }</style> <span>Name:</span><input type="text" name="extensionField_Name" /><br/> <span>Details:</span><input type="text" name="extensionField_Details" /><br/> <span>Email:</span><input type="text" name="extensionField_Email" /><br/> <span>Problem:</span> <select name="extensionField_ccxqueuetag"><br/> <option value="Chat_Csq3">Problem Statement 1</option> </select><br/> <input type="submit" value="Submit"/></form> <input type="hidden" name="author" value="Customer" /> <br /> <input type="hidden" name="title" value="ccx chat" /> <br /> <input type="hidden" name="extensionField_h_widgetName123456" value="Widget 1" /> <br />  <input type="hidden" name="extensionField_chatLogo" value="" /> <br /> <input type="hidden" name="extensionField_chatWaiting" value="Welcome. Please wait while we connect you to a customer c are representative." /> <input type="hidden" name="extensionField_chatAgentJoinTimeOut" value="All customer care representatives are busy. Pleas e wait or try again later." /> <input type="hidden" name="extensionField_chatError" value="Sorry, the chat service is currently not available. Please try agai n later." /> </body> </html> Chat Widg et 2 Descripti Yet another chat widget on Logo URL https://www.google.com.au/logos/doodles/2015/st-patricks-day-2015-5203623298465792-hp.gif Widget Welcome. Please wait while we connect you to a customer care representative. Wait Message Join All customer care representatives are busy. Please wait or try again later. Time-out Message Error Sorry, the chat service is currently not available. Please try again later. Message Generat <html> ed HTML <head> <meta http-equiv="Content-Type" content="text/html; charset=utf-8" /> <script language="JavaScript"> function updateAuthor(theForm){ if(theForm.extensionField_Name){ if(theForm.extensionField_Name.value!=""){ theForm.author.value=theForm.extensionField_Name.value; theForm.extensionField_Name.name='extensionField_h_Name'; return(true);} } if(theForm.extensionField_Email){ if(theForm.extensionField_Email.value!=""){ theForm.author.value=theForm.extensionField_Email.value; theForm.extensionField_Email.name='extensionField_h_Email'; return(true); } } return(true); } </script> </head> <body> <form action="https://sm116.lab.test/ccp/chat/form/100002" method="post" onsubmit="return updateAuthor(this)"> <style type="text/css">span { display: inline-block; width: 120px; }</style> <span>Title:</span><input type="text" name="extensionField_Title" /><br/> <span>Name:</span><input type="text" name="extensionField_Name" /><br/> <span>Details:</span><input type="text" name="extensionField_Details" /><br/> <span>Problem:</span> <select name="extensionField_ccxqueuetag"><br/> <option value="Chat_Csq3">Problem Statement 2</option> <option value="Chat_Csq4">Problem Statement 3</option> </select><br/> <input type="submit" value="Submit"/></form> <input type="hidden" name="author" value="Customer" /> <br /> <input type="hidden" name="title" value="ccx chat" /> <br /> <input type="hidden" name="extensionField_h_widgetName123456" value="Widget 1" /> <br />  <input type="hidden" name="extensionField_chatLogo" value="" /> <br /> <input type="hidden" name="extensionField_chatWaiting" value="Welcome. Please wait while we connect you to a customer c are representative." /> Page 24 of 77 Cisco Unified Contact Center Express Server Configuration Report List Chat Web Forms Name Details <input type="hidden" name="extensionField_chatAgentJoinTimeOut" value="All customer care representatives are busy. Pleas e wait or try again later." /> <input type="hidden" name="extensionField_chatError" value="Sorry, the chat service is currently not available. Please try agai n later." /> </body> </html> 4.3.5 Teams The team configuration for chat is the same as as the team configuration for voice. < Refer to Subsystems\RmCm\Teams > 4.4 Outbound The 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. This section contains the following chapters:     General Campaigns Area Codes (for UCCX version 10 and later) SIP Gateway Configuration (for UCCX version 10 and later) 4.4.1 Campaigns The Outbound subsystem views campaigns as logical entities that group a set of contacts together in a dialing list. Campaigns deliver outgoing calls to agents. Agents are assigned to campaigns using CSQs. The following campaigns have been configured: Campaigns Name Direct Preview Campaign 1 Details Enabled No Description Desc Direct Preview Campaign 1 Start Time 16:00 (UTC) End Time 29:00 (UTC) Maximum Attempts to Dial Contact 3 Contact Records Cache Size 20 Answering Machine Retry 0 Callback Time Limit 15 Callback Missed Reschedule for same time next business day Assigned CSQs CSQ2 4.4.2 Area Codes The following area codes are configured: Area Codes Area Code Time Zone Daylight Savings Observed 219 America/New_York N 615 America/Chicago Y 607 America/New_York Y 760 America/Los_Angeles Y 914 America/New_York Y 671 America/Juneau N Page 25 of 77 Cisco Unified Contact Center Express Server Configuration Report Area Codes Area Code Time Zone Daylight Savings Observed 518 America/New_York Y 906 America/Chicago Y 817 America/Chicago Y 970 America/Denver Y 574 America/New_York N 954 America/New_York Y 865 America/New_York Y 978 America/New_York Y 301 America/New_York Y 212 America/New_York Y 503 America/Los_Angeles Y 260 America/New_York N 414 America/Chicago Y 810 America/New_York Y 252 America/New_York Y 406 America/Denver Y 802 America/New_York Y 325 America/Chicago Y 713 America/Chicago Y 317 America/New_York N 228 America/Chicago Y 309 America/Chicago Y 850 America/Chicago Y 931 America/Chicago Y 616 America/New_York Y 608 America/Chicago Y 915 America/Denver Y 276 America/New_York Y 907 America/Lima Y 818 America/Los_Angeles Y 559 America/Los_Angeles Y 478 America/New_York Y 785 America/Chicago Y 858 America/Los_Angeles Y 979 America/Chicago Y 310 America/Los_Angeles Y 302 America/New_York Y 213 America/Los_Angeles Y 520 America/Denver N 601 America/Chicago Y 205 America/Chicago Y 512 America/Chicago Y 504 America/Chicago Y 423 America/New_York Y 415 America/Los_Angeles Y 253 America/Los_Angeles Y 334 America/Chicago Y 407 America/New_York Y 803 America/New_York Y 641 America/Chicago Y 714 America/Los_Angeles Y 318 America/Chicago Y Page 26 of 77 Cisco Unified Contact Center Express Server Configuration Report Area Codes Area Code Time Zone Daylight Savings Observed 940 America/Chicago Y 706 America/New_York Y 229 America/New_York Y 617 America/New_York Y 770 America/New_York Y 843 America/New_York Y 609 America/New_York Y 916 America/Los_Angeles Y 269 America/New_York Y 908 America/New_York Y 972 America/Chicago Y 479 America/Chicago Y 956 America/Chicago Y 859 America/New_York Y 303 America/Denver Y 214 America/Chicago Y 610 America/New_York Y 602 America/Denver N 206 America/Los_Angeles Y 440 America/New_York Y 513 America/New_York Y 270 America/Chicago Y 432 America/Chicago Y 901 America/Chicago Y 262 America/Chicago Y 505 America/Denver Y 650 America/Los_Angeles Y 731 America/Chicago Y 812 America/New_York N 254 America/Chicago Y 561 America/New_York Y 480 America/Denver N 408 America/Los_Angeles Y 804 America/New_York Y 319 America/Chicago Y 715 America/Chicago Y 941 America/New_York Y 626 America/Los_Angeles Y 707 America/Los_Angeles Y 860 America/New_York Y 618 America/Chicago Y 763 America/Chicago Y 925 America/Los_Angeles Y 909 America/Los_Angeles Y 585 America/New_York Y 828 America/New_York Y 973 America/New_York Y 949 America/Los_Angeles Y 787 America/Nipigon N 989 America/New_York Y 320 America/Chicago Y 401 America/New_York Y Page 27 of 77 Cisco Unified Contact Center Express Server Configuration Report Area Codes Area Code Time Zone Daylight Savings Observed 312 America/Chicago Y 231 America/New_York Y 304 America/New_York Y 530 America/Los_Angeles Y 215 America/New_York Y 603 America/New_York Y 360 America/Los_Angeles Y 207 America/New_York Y 352 America/New_York Y 910 America/New_York Y 425 America/Los_Angeles Y 740 America/New_York Y 813 America/New_York Y 417 America/Chicago Y 732 America/New_York Y 336 America/New_York Y 570 America/New_York Y 651 America/Chicago Y 562 America/Los_Angeles Y 409 America/Chicago Y 724 America/New_York Y 805 America/Los_Angeles Y 239 America/New_York Y 716 America/New_York Y 708 America/Chicago Y 772 America/New_York Y 619 America/Los_Angeles Y 845 America/New_York Y 918 America/Chicago Y 586 America/New_York Y 410 America/New_York Y 321 America/New_York Y 402 America/Chicago Y 313 America/New_York Y 305 America/New_York Y 620 America/Chicago Y 701 America/Chicago Y 612 America/Chicago Y 216 America/New_York Y 361 America/Chicago Y 208 America/Denver Y 830 America/Chicago Y 515 America/Chicago Y 434 America/New_York Y 903 America/Chicago Y 660 America/Chicago Y 507 America/Chicago Y 256 America/Chicago Y 337 America/Chicago Y 814 America/New_York Y 563 America/Chicago Y 806 America/Chicago Y Page 28 of 77 Cisco Unified Contact Center Express Server Configuration Report Area Codes Area Code Time Zone Daylight Savings Observed 248 America/New_York Y 636 America/Chicago Y 951 America/Los_Angeles Y 870 America/Chicago Y 717 America/New_York Y 781 America/New_York Y 773 America/Chicago Y 765 America/New_York N 919 America/New_York Y 757 America/New_York Y 201 America/New_York Y 330 America/New_York Y 314 America/Chicago Y 702 America/Los_Angeles Y 225 America/Chicago Y 540 America/New_York Y 217 America/Chicago Y 605 America/Denver Y 920 America/Chicago Y 209 America/Los_Angeles Y 281 America/Chicago Y 831 America/Los_Angeles Y 516 America/New_York Y 435 America/Denver Y 912 America/New_York Y 904 America/New_York Y 580 America/Chicago Y 661 America/Los_Angeles Y 508 America/New_York Y 734 America/New_York Y 419 America/New_York Y 815 America/Chicago Y 952 America/Chicago Y 718 America/New_York Y 863 America/New_York Y 386 America/New_York Y 936 America/Chicago Y 928 America/Denver N 847 America/Chicago Y 000 America/Juneau N 210 America/Chicago Y 202 America/New_York Y 501 America/Chicago Y 412 America/New_York Y 323 America/Los_Angeles Y 404 America/New_York Y 315 America/New_York Y 630 America/Chicago Y 703 America/New_York Y 307 America/Denver Y 541 America/Los_Angeles Y 614 America/New_York Y Page 29 of 77 Cisco Unified Contact Center Express Server Configuration Report Area Codes Area Code Time Zone Daylight Savings Observed 218 America/Chicago Y 606 America/New_York Y 670 America/Juneau N 913 America/Chicago Y 517 America/New_York Y 662 America/Chicago Y 509 America/Los_Angeles Y 573 America/Chicago Y 816 America/Chicago Y 727 America/New_York Y 808 America/La_Paz N 719 America/Denver Y 864 America/New_York Y 856 America/New_York Y 775 America/Los_Angeles Y 937 America/New_York Y 985 America/Chicago Y 203 America/New_York Y 510 America/Los_Angeles Y 340 America/Nipigon N 502 America/New_York Y 251 America/Chicago Y 413 America/New_York Y 801 America/Denver Y 405 America/Chicago Y 316 America/Chicago Y 631 America/New_York Y 712 America/Chicago Y 623 America/Denver N 704 America/New_York Y 308 America/Chicago Y 1111 America/Los_Angeles N 2222 America/Los_Angeles N 3333 Europe/Lisbon Y 4.4.3 SIP Gateway Configuration The SIP Gateway configuration lists parameters that enable the Outbound subsystem of Unified CCX to communicate with the SIP gateway. It also includes parameters specific to Call Progress Analysis functionality of the gateway. Call Progress Analysis is a feature of the SIP gateway by which it determines whether the outcome of a call is an answering machine, live voice, fax, or beep tone and so on. The SIP gateway performs call progressive analysis of the call and informs the outcome of the call to Unified CCX. Gateway Configuration Gateway Hostname/IP Address 10.5.1.1 Gateway Port 5060 Local CCX Port 5065 Local User Agent Cisco-UCCX/8.5 Transport Protocol UDP Call Progress Analysis Configuration Minimum Silence Period (100 - 1000)* 375 Analysis Period (1000 - 10000)* 2500 Maximum Time Analysis (1000 - 10000)* 3000 Page 30 of 77 Cisco Unified Contact Center Express Server Configuration Report Minimum Valid Speech Time (50 - 500)* 112 Maximum Term Tone Analysis (1000 - 60000)* 15000 4.5 Database The Unified CCX system uses the Database subsystem to enable Unified CCX applications to interact with customer provided enterprise database servers to make database information accessible to contacts. You can connect the Unified CCX system with enterprise databases such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2. The database subsystem is available if your system has a license installed for either the Unified IP IVR or Unified CCX Premium product packages. If you are not using Unified CCX applications that require access to databases, you do not need to provision the Database subsystem. This section contains the following chapters:    Data Source Database Parameters Drivers (for UCCX versions 10 and later) 4.5.1 Data Sources The Unified CCX system uses the Database subsystem to enable Unified CCX applications to interact with customer provided enterprise database servers to make database information accessible to contacts. You can connect the Unified CCX system with enterprise databases such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2. The following database sources have been configured: Data Sources DataSource 1 User Name* user Maximum Number of Connections* 2 Driver* net.sourceforge.jtds.jdbc.Driver JDBC URL* jdbc:jtds:sqlserver://10.5.1.1:3454/dbtest 4.5.2 Parameters This section configures database source parameters. RetryConnectInterval Specifies the interval between two connection attempts when a data source is initialized. The default is 15,000 milliseconds. NumAttempt Specifies the number of attempts to establish connections to the database when a data source is initialized. The default is 3 attempts. LoginTimeout Sets the maximum time in seconds that a driver will wait while attempting to connect to a database. The default is 0 (disabled). Parameters RetryConnectInterval (Milliseconds) 15000 NumAttempt (Seconds) 5 LoginTimeout (Seconds) 10 4.5.3 Drivers The following database drivers are present: Driver List Driver Class Name net.sourceforge.jtds.jdbc.Driver Page 31 of 77 Cisco Unified Contact Center Express Server Configuration Report 4.6 HTTP Trigger Configuration The Unified CCX system uses the HTTP subsystem to enable Unified CCX applications to respond to requests from a variety of web clients, including computers and IP phones. To provision the HTTP subsystem, you need to provision HTTP triggers. HTTP applications use triggers to activate the application in response to an incoming HTTP message. Use the Document Management page to upload these documents. The HTTP subsystem is available if your system has a license installed for one of the following Cisco product packages: Unified IP IVR or Unified CCX Premium. The following HTTP triggers have been configured: HTTP Trigger Name Details /trigger1 /trigger2 Language* English (Australia) [en_AU] Application Name* Application1-89000 Maximum Number Of Sessions* 2 Idle Timeout (in ms)* 1000 Enabled* "Yes" Language* English [en] Application Name* Application1-89000 Maximum Number Of Sessions* 2 Idle Timeout (in ms)* 1000 Enabled* "Yes" 4.7 eMail Configuration The Unified CCX system uses the eMail subsystem of the Unified CCX Engine to communicate with your email server and enable your applications to create and send email. The email configuration identifies the default email address and server to be used for sending email (including e-pages and faxes) and for receiving acknowledgments. eMail Configuration Mail Server 10.5.1.210 eMail Address test@uccx.com 4.8 Cisco Media The Cisco Media subsystem is a subsystem of the Unified CCX Engine. The Cisco Media subsystem manages the CMT media resource. CMT channels are required for Unified CCX to be able to play or record media. 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. The Unified CCX system uses the Media subsystem of the Unified CCX Engine to configure Cisco Media Termination (CMT) dialog groups that can be used to handle simple Dual-Tone Multi-Frequency (DTMF) based dialog interactions with customers. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller. The following Media Termination (CMT) dialog groups are configured: Cisco Media Termination Dialog Groups Group ID 0 1 Details Description Default Maximum Number Of Channels 50 Description CMT Auto#2 Maximum Number Of Channels 4 Page 32 of 77 Cisco Unified Contact Center Express Server Configuration Report 4.9 MRCP ASR The MRCP ASR subsystem allows users to navigate through a menu of options by speaking instead of pressing keys on a touch-tone telephone. When a user calls local directory assistance, for example, ASR can prompt the user to say the city and state in which to locate the information, then connect the user to an appropriate operator. To provision the MRCP ASR subsystem, the following information has been defined:    MRCP ASR Providers: Information about the vendor of your speech server, including the number of licenses and the grammar type (see Provisioning MRCP ASR Providers). MRCP ASR Servers: Information about the ASR server's name, port location, and available languages (see Provisioning MRCP ASR Servers). MRCP ASR Groups: Information about the MRCP ASR dialog control groups and associated locales, which enable Unified CCX applications to use speech recognition. 4.9.1 MRCP ASR Providers The MRCP ASR Provider Configuration web page opens, displaying the list of currently configured MRCP Providers, licenses, and the corresponding status. MRCP ASR Provider Configuration Provider0 Provider2-Nuance Provider -SISR Number Of Provider Licenses* 0 Grammar Variant* OSR 3.1.x Status UNKNOWN Number Of Provider Licenses* 1 Grammar Variant* Nuance Status OUT_OF_SERVICE Number Of Provider Licenses* 2 Grammar Variant* 2003 SISR Status OUT_OF_SERVICE 4.9.2 MRCP ASR Servers The following details for the MRCP ASR Server have been configured for the speech server's name, port location, and available language. MRCP ASR Server Configuration asr-server-Nuance Provider Name* Provider2-Nuance Port Number* 4900 Enabled Languages* server-sisr1 Afrikaans (Namibia) Y Arabic (Algeria) Y Status UNREACHABLE Provider Name* Provider -SISR Port Number* 4900 Enabled Languages* Status Afar Y Afrikaans (South Africa) Y Amharic (Eritrea) Y UNREACHABLE 4.9.3 MRCP ASR Dialog Groups The MRCP Groups Configuration is used to specify information about MRCP ASR dialog control groups, which enable Unified CCX applications to use speech recognition. You must have a MRCP ASR Provider defined before you can provision a MRCP ASR Group. Also, you should configure MRCP ASR Servers for the specific MRCP Provider before configuring the MRCP ASR Groups. This allows users to configure languages for the groups based on the languages supported by the configured servers. MRCP ASR Dialog Group Configuration Page 33 of 77 Cisco Unified Contact Center Express Server Configuration Report MRCP ASR Dialog Group Configuration MRCP ASR Group #2 Group ID* 2 Number Of Provider Licenses 1 Number Of Licensed IVR Ports 50 Maximum Number Of sessions* 0 Provider Name Enabled Languages* MRCP ASR Group #3 Provider2-Nuance Afrikaans (Namibia) Group ID* 3 Number Of Provider Licenses 1 Y Number Of Licensed IVR Ports 50 Maximum Number Of sessions* 0 Provider Name Enabled Languages* Provider2-Nuance Afrikaans (Namibia) Y Arabic (Algeria) Y 4.10 MRCP TTS The Unified CCX system uses the MRCP (Text-to-Speech) subsystem to convert plain text (UNICODE) into spoken words to provide a user with information or to prompt a user to respond to an action. To provision the MRCP TTS subsystem, the following information has been defined:    MRCP TTS Providers MRCP TTS Servers MRCP TTS Default Genders 4.10.1 MRCP TTS Providers The MRCP TTS Providers configuration specifies information about the vendor of the TTS server. You need at least one MRCP TTS Server associated with each configured provider. Ports List Provider Status IBM WebSphere Voice Server V5.1.3 OUT_OF_SERVICE Nuance Vocalizer 4.0 OUT_OF_SERVICE Scansoft Realspeak 4.0 UNKNOWN 4.10.2 MRCP TTS Servers The MRCP TTS Servers configuration defines the TTS server's name, port location, and available languages. You need at least one MRCP TTS Server associated with each configured provider. MRCP TTS Server Configuration Nuance Vocalizer 4.0 Server Name ServerNuance Provider Name Nuance Vocalizer 4.0 Port Number 554 Enabled Languages IBM WebSphere Voice Server V5.1.3 Language Gender Language Male Female Neutral Afar Y Y N Zulu Y Y N Server Name WebSphereServer1 Provider Name IBM WebSphere Voice Server V5.1.3 Port Number 554 Enabled Languages Language Gender Page 34 of 77 Cisco Unified Contact Center Express Server Configuration Report MRCP TTS Server Configuration Language Male Female Neutral Amharic (Eritrea) Y N N Aragonese Y Y Y Arabic (Algeria) N Y Y English (United States Minor Outlying Islands) N N Y 4.10.3 MRCP TTS Default Genders The MRCP TTS Default Genders configuration specifies the default gender settings per Locale per Provider. TTS uses default genders when a prompt for a specific locale is used without specifying the gender. Default Gender Provider Name Locales Male Female Neutral IBM WebSphere Voice Server V5.1.3 am_ER N N Y IBM WebSphere Voice Server V5.1.3 an N N Y IBM WebSphere Voice Server V5.1.3 ar_DZ N N Y IBM WebSphere Voice Server V5.1.3 en_UM N N Y Nuance Vocalizer 4.0 aa N N Y Nuance Vocalizer 4.0 zu N N Y Scansoft Realspeak 4.0 no record was found 5 Tools The tools section contains options that allow you to access the following system tools such as Plug-ins, Real-Time Reporting, Real-Time Snapshot Config, and Historical Reporting, You can also assign access levels to administrators and supervisors and reset passwords. This section contains the following chapters:   Database Server Configuration Purge Schedule Configuration 5.1 Historical Reporting Historical reports are not shown in this configuration report. You can view the historical reports through Historical Reporting client. This section contains the following configuration settings:    Database Server Configuration SMTP Server Configuration (for UCCX versions 10 and later) Purge Schedule Configuration 5.1.1 Database Server Configuration The Database Server configuration specifies the maximum number of client and scheduler connections that can access the database server. Database Server Configuration Server Name UCCX115* Max DB Connections for Report Client Sessions 5 5.1.2 SMTP Server Configuration The SMTP Server configuration contains email server settings which are used to email scheduled Cisco Unified Intelligence Center (CUIC) reports. SMTP Server Configuration HostName/IP Address Page 35 of 77 Cisco Unified Contact Center Express Server Configuration Report From Email Address Use Email Proxy N Email Proxy Hostname Email Proxy Port Use SMTP Authentication N SMTP Username 5.1.3 Purge Schedule Configuration You can change the time of day that the system assesses the need to purge data and the age of data to purge. When data is purged, the Unified CCX sends a 'Database purged' message. This message announces that a purge has taken place and includes an explanation of the purging activity. If the database is approaching its maximum size, then the Unified CCX sends the following message - 'Database approaching maximum size'. The system can send notifications through Syslog (system log) and SNMP traps. The following purge schedule options are defined: Purge Schedule Configuration Purge Schedule Daily purge at 01:00 Purge data older than 90 months. Auto Purge Configuration Initiate automatic purge when database size exceeds 80% of 11038 MB Auto purge data for the oldest 16 days. 6 Finesse Workflow Configuration Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. It helps improve the customer experience while offering a user-centric design to enhance customer care representative satisfaction as well. This section contains following chapters:       Call Variables Layout Desktop Layout Phone Books Reasons Team Resources Workflows 6.1 Call Variables Layout The Finesse agent desktop supports one variable in the header of the call control gadget and up to a total of 20 variables in two columns below the header (up to 10 in each column). Call variables, Extended Call Context (ECC) variables, or the following Outbound Option ECC variables can be used:         BACampaign BAAccountNumber BAResponse BAStatus BADialedListID BATimeZone BABuddyName BACustomerNumber Call Variables Layout Display Name Variable Call Header Layout Call Variable 1 callVariable1 Call Body Left-Hand Layout BA Status BAStatus Page 36 of 77 Cisco Unified Contact Center Express Server Configuration Report Call Variables Layout Display Name Variable BA Response BAResponse Call Variable 6 callVariable6 Call Variable 7 callVariable7 Call Variable 8 callVariable8 Call Variable 9 callVariable9 Call Variable 10 callVariable10 Call Body Right-Hand Layout BA AccountNumber BAAccountNumber BA Campaign BACampaign Call Variable 1 callVariable1 Call Variable 2 callVariable2 Call Variable 3 callVariable3 Call Variable 4 callVariable4 Call Variable 5 callVariable5 6.2 Desktop Layout The Finesse Layout XML defines the layout of the Finesse desktop, including tab names and the gadgets that appear on each tab. Manage Desktop Layout gadget can be used to upload an XML layout file to define the layout of the Finesse desktop for agents and supervisors. Desktop Layout Finesse Layout XML <finesseLayout xmlns="http://www.cisco.com/vtg/finesse"> <layout> <role>Agent</role> <page> <gadget>/desktop/gadgets/CallControl.jsp</gadget>  </page> <tabs> <tab> <id>home</id> <label>finesse.container.tabs.agent.homeLabel</label> <columns> <column> <gadgets> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=76D964AD1000014000 0000830A4E5E6F&filterId=AgentCSQStats.csqName=CL&compositeFilterId=AgentCSQStats.AgentIds.agentId=loginId</gadget> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=5C626F9C1000014000 0000600A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> </gadgets> </column> </columns> </tab> <tab> <id>myStatistics</id> <label>finesse.container.tabs.agent.myStatisticsLabel</label> <columns> <column> <gadgets> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=112&viewId=67D4371110000140000 001080A4E5E6B&filterId=ResourceIAQStats.resourceId=loginId</gadget> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=420&viewId=5D411E8A1000014000 0000230A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget> </gadgets> </column> </columns> Page 37 of 77 Cisco Unified Contact Center Express Server Configuration Report Desktop Layout Finesse Layout XML </tab> <tab> <id>manageCall</id> <label>finesse.container.tabs.agent.manageCallLabel</label> </tab> <!-The following Tab and Gadget are used for WebChat. They are *ONLY* supported with WebChat. If you are not using WebChat, then remove them. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat CSQs. To include this functionality: 1) Remove these comments leaving the tab and gadget 2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server. 3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter. IMPORTANT NOTE: - In order for this Gadget to work, you must have performed all documented prerequisite steps. <tab> <id>manageChats</id> <label>finesse.container.tabs.agent.manageChatsLabel</label> <columns> <column> <gadgets> <gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget> </gadgets> </column> </columns> </tab> --> </tabs> </layout> <layout> <role>Supervisor</role> <page> <gadget>/desktop/gadgets/CallControl.jsp</gadget> <!-The following Gadget is used for WebChat. It is *ONLY* supported with WebChat. If you are not using WebChat, then remove it. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat CSQs. To include this functionality: 1) Remove these comments leaving the gadget <gadget>https://localhost/agentdesktop/gadgets/chatControl.xml</gadget> --> </page> <tabs> <tab> <id>manageTeam</id> <label>finesse.container.tabs.supervisor.manageTeamLabel</label> <columns> <column> <gadgets> <gadget>/desktop/gadgets/TeamPerformance.jsp</gadget> </gadgets> </column> </columns> </tab> <tab> <id>teamData</id> <label>finesse.container.tabs.supervisor.teamDataLabel</label> <columns> <column> <gadgets> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=7291DCB41000014000 0000890A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=728283C210000140000 000530A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> <!-The following Gadget is used for WebChat. It is *ONLY* supported with WebChat. If you are not using WebChat, then remove it. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat CSQs. To include this functionality: 1) Remove these comments leaving the gadget <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=F2F1FC1710000144000 0014E0A4E5D48&filterId=ChatAgentStats.agentId=CL</gadget> --> Page 38 of 77 Cisco Unified Contact Center Express Server Configuration Report Desktop Layout Finesse Layout XML <!-The following Gadgets are used for Predictive/Progressive/Preview Agent Outbound. To include this functionality: 1) Remove these comments leaving the gadget <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB91000014400 00005D0A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB51000014400 0000470A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget> --> </gadgets> </column> </columns> </tab> <tab> <id>queueData</id> <label>finesse.container.tabs.supervisor.queueDataLabel</label> <columns> <column> <gadgets> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8E2DB161000014000 0000A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL</gadget> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE1000014000 0000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVo iceCSQName=CL</gadget> <!-The following Gadget is used for WebChat. It is *ONLY* supported with WebChat. If you are not using WebChat, then remove it. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat CSQs. To include this functionality: 1) Remove these comments leaving the gadget <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=E42ED7881000014400 00007B0A4E5CA1&filterId=ChatQueueStatistics.queueName=CL</gadget> --> </gadgets> </column> </columns> </tab> <tab> <id>manageCall</id> <label>finesse.container.tabs.supervisor.manageCallLabel</label> </tab> <!-The following Tab and Gadget are used for WebChat. They are *ONLY* supported with WebChat. If you are not using WebChat, then remove them. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat CSQs. To include this functionality: 1) Remove these comments leaving the tab and gadget 2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server. 3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter. IMPORTANT NOTE: - In order for this Gadget to work, you must have performed all documented prerequisite steps. <tab> <id>manageChats</id> <label>finesse.container.tabs.supervisor.manageChatsLabel</label> <columns> <column> <gadgets> <gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget> </gadgets> </column> </columns> </tab> --> <!-The following Tab and Gadget are for MediaSense. They are *ONLY* supported with MediaSense. If you are not using MediaSense, then remove them. If you are using MediaSense and wish to show Recording Management, then do the following: 1) Remove these comments leaving the tab and gadget 2) Replace all instances of "my-mediasense-server" with the Fully Qualified Domain Name of your MediaSense Server. IMPORTANT NOTE: - In order for this Gadget to work, you must have performed all documented prerequisite steps. Page 39 of 77 Cisco Unified Contact Center Express Server Configuration Report Desktop Layout Finesse Layout XML <tab> <id>manageRecordings</id> <label>finesse.container.tabs.supervisor.manageRecordingsLabel</label> <columns> <column> <gadgets> <gadget>https://my-mediasense-server:8440/ora/gadget/MediaSenseGadget.xml</gadget> </gadgets> </column> </columns> </tab> --> </tabs> </layout> </finesseLayout> 6.3 Phone Books On the Phone Books tab of the Cisco Finesse administration console, global and team phone books and phone book contacts can be created and managed. Global phone books are available to all agents; team phone books are available to agents in that specific team.          Phone Books and Contacts Add Phone Book Edit Phone Book Delete Phone Book Import Contacts Export Contacts Add Contact Edit Contact Delete Contact Phone Books Name Assign To PB1 Teams PB2 List of Contacts All Users Last Name First Name Number Note C1last C1 11111111 Note 1 C2Last C2 222 Note 2 < No records found > 6.4 Reasons The Reasons tab on the Cisco Finesse administration console allows to view, add, edit, and delete Not Ready reason codes, Sign Out reason codes, and Wrap-Up reasons. Not Ready reason codes represent reasons that agents can select when they change their state to Not Ready. Sign Out reason codes represent reasons that agents can select when they sign out of the Finesse desktop. Wrap-Up reasons represent the reasons that agents can apply to calls. A Wrap-Up reason indicates why a customer called the contact center. For example, there may be one Wrap-Up reason for sales calls and another for support calls. Reasons Label Code Global? Reason Label1 1 Yes Reason Label 2 2 Yes Reason Label 3 - non global 3 No Reason Codes (Not Ready) Reason Codes (Sign Out) Page 40 of 77 Cisco Unified Contact Center Express Server Configuration Report Reasons Label Code Global? Reason Label 1 1 Yes Reason Label 2 2 Yes Reason Label 3 - Non global 3 No Wrap-Up Reasons Wrap-Up Reason 1 Yes Wrap-Up Reason 2 Yes Wrap-Up Reason 3 - non global No 6.5 Team Resources Phone books, reason codes, wrap-up reasons, custom desktop layouts, and workflows can be assigned to teams using the Team Resources tab of the administration console. Team Resources Na Details me De ID 1 fau Des <finesseLayout xmlns="http://www.cisco.com/vtg/finesse"> lt ktop <layout> Lay <role>Agent</role> out <page> <gadget>/desktop/gadgets/CallControl.jsp</gadget>  </page> <tabs> <tab> <id>home</id> <label>finesse.container.tabs.agent.homeLabel</label> <columns> <column> <gadgets> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=76D964AD1 0000140000000830A4E5E6F&filterId=AgentCSQStats.csqName=CL&compositeFilterId=AgentCSQStats.AgentIds.agentId=logi nId</gadget> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=5C626F9C1 0000140000000600A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> </gadgets> </column> </columns> </tab> <tab> <id>myStatistics</id> <label>finesse.container.tabs.agent.myStatisticsLabel</label> <columns> <column> <gadgets> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=112&viewId=67D4371110 000140000001080A4E5E6B&filterId=ResourceIAQStats.resourceId=loginId</gadget> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=420&viewId=5D411E8A1 0000140000000230A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget> </gadgets> </column> </columns> </tab> <tab> <id>manageCall</id> <label>finesse.container.tabs.agent.manageCallLabel</label> </tab> <!-The following Tab and Gadget are used for WebChat. They are *ONLY* supported with WebChat. If you are not using WebChat, then remove them. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat Page 41 of 77 Cisco Unified Contact Center Express Server Configuration Report Team Resources Na Details me CSQs. To include this functionality: 1) Remove these comments leaving the tab and gadget 2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server. 3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter. IMPORTANT NOTE: - In order for this Gadget to work, you must have performed all documented prerequisite steps. <tab> <id>manageChats</id> <label>finesse.container.tabs.agent.manageChatsLabel</label> <columns> <column> <gadgets> <gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-replygadget.jsp?gadgetHeight=430</gadget> </gadgets> </column> </columns> </tab> --> </tabs> </layout> <layout> <role>Supervisor</role> <page> <gadget>/desktop/gadgets/CallControl.jsp</gadget> <!-The following Gadget is used for WebChat. It is *ONLY* supported with WebChat. If you are not using WebChat, then remove it. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat CSQs. To include this functionality: 1) Remove these comments leaving the gadget <gadget>https://localhost/agentdesktop/gadgets/chatControl.xml</gadget> --> </page> <tabs> <tab> <id>manageTeam</id> <label>finesse.container.tabs.supervisor.manageTeamLabel</label> <columns> <column> <gadgets> <gadget>/desktop/gadgets/TeamPerformance.jsp</gadget> </gadgets> </column> </columns> </tab> <tab> <id>teamData</id> <label>finesse.container.tabs.supervisor.teamDataLabel</label> <columns> <column> <gadgets> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=7291DCB41 0000140000000890A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=728283C210 000140000000530A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> <!-The following Gadget is used for WebChat. It is *ONLY* supported with WebChat. If you are not using WebChat, then remove it. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat CSQs. To include this functionality: 1) Remove these comments leaving the gadget <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=F2F1FC171 00001440000014E0A4E5D48&filterId=ChatAgentStats.agentId=CL</gadget> --> <!-The following Gadgets are used for Predictive/Progressive/Preview Agent Outbound. To include this functionality: 1) Remove these comments leaving the gadget <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB91 Page 42 of 77 Cisco Unified Contact Center Express Server Configuration Report Team Resources Na Details me 00001440000005D0A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB51 0000144000000470A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget> --> </gadgets> </column> </columns> </tab> <tab> <id>queueData</id> <label>finesse.container.tabs.supervisor.queueDataLabel</label> <columns> <column> <gadgets> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8E2DB161 0000140000000A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL</gadget> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE1 0000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoi ceCSQNames.agentVoiceCSQName=CL</gadget> <!-The following Gadget is used for WebChat. It is *ONLY* supported with WebChat. If you are not using WebChat, then remove it. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat CSQs. To include this functionality: 1) Remove these comments leaving the gadget <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=E42ED7881 00001440000007B0A4E5CA1&filterId=ChatQueueStatistics.queueName=CL</gadget> --> </gadgets> </column> </columns> </tab> <tab> <id>manageCall</id> <label>finesse.container.tabs.supervisor.manageCallLabel</label> </tab> <!-The following Tab and Gadget are used for WebChat. They are *ONLY* supported with WebChat. If you are not using WebChat, then remove them. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat CSQs. To include this functionality: 1) Remove these comments leaving the tab and gadget 2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server. 3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter. IMPORTANT NOTE: - In order for this Gadget to work, you must have performed all documented prerequisite steps. <tab> <id>manageChats</id> <label>finesse.container.tabs.supervisor.manageChatsLabel</label> <columns> <column> <gadgets> <gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-replygadget.jsp?gadgetHeight=430</gadget> </gadgets> </column> </columns> </tab> --> <!-The following Tab and Gadget are for MediaSense. They are *ONLY* supported with MediaSense. If you are not using MediaSense, then remove them. If you are using MediaSense and wish to show Recording Management, then do the following: 1) Remove these comments leaving the tab and gadget 2) Replace all instances of "my-mediasense-server" with the Fully Qualified Domain Name of your MediaSense Server. IMPORTANT NOTE: - In order for this Gadget to work, you must have performed all documented prerequisite steps. <tab> <id>manageRecordings</id> <label>finesse.container.tabs.supervisor.manageRecordingsLabel</label> Page 43 of 77 Cisco Unified Contact Center Express Server Configuration Report Team Resources Na Details me <columns> <column> <gadgets> <gadget>https://my-mediasense-server:8440/ora/gadget/MediaSenseGadget.xml</gadget> </gadgets> </column> </columns> </tab> --> </tabs> </layout> </finesseLayout> Pho < No records found > ne Boo ks Rea Label son Cod Reason Label 3 - non global es (Not Rea dy) Code Rea Label son Cod Reason Label 3 - Non global es (Sig n Out ) Code 3 3 Wra < No records found > pUp Rea son s Wor Name kflo Workflow3 ws Workflow 2 Workflow 1 Description Desc Workflow 3 Desc Workflow 1 Desc Workflow 1 Te ID 2 am Des <finesseLayout xmlns="http://www.cisco.com/vtg/finesse"> 1 ktop <layout> Lay <role>Agent</role> out <page> <gadget>/desktop/gadgets/CallControl.jsp</gadget>  </page> <tabs> <tab> <id>home</id> <label>finesse.container.tabs.agent.homeLabel</label> <columns> <column> <gadgets> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=76D964AD1 0000140000000830A4E5E6F&filterId=AgentCSQStats.csqName=CL&compositeFilterId=AgentCSQStats.AgentIds.agentId=logi nId</gadget> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=5C626F9C1 Page 44 of 77 Cisco Unified Contact Center Express Server Configuration Report Team Resources Na Details me 0000140000000600A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> </gadgets> </column> </columns> </tab> <tab> <id>myStatistics</id> <label>finesse.container.tabs.agent.myStatisticsLabel</label> <columns> <column> <gadgets> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=112&viewId=67D4371110 000140000001080A4E5E6B&filterId=ResourceIAQStats.resourceId=loginId</gadget> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=420&viewId=5D411E8A1 0000140000000230A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget> </gadgets> </column> </columns> </tab> <tab> <id>manageCall</id> <label>finesse.container.tabs.agent.manageCallLabel</label> </tab> <!-The following Tab and Gadget are used for WebChat. They are *ONLY* supported with WebChat. If you are not using WebChat, then remove them. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat CSQs. To include this functionality: 1) Remove these comments leaving the tab and gadget 2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server. 3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter. IMPORTANT NOTE: - In order for this Gadget to work, you must have performed all documented prerequisite steps. <tab> <id>manageChats</id> <label>finesse.container.tabs.agent.manageChatsLabel</label> <columns> <column> <gadgets> <gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-replygadget.jsp?gadgetHeight=430</gadget> </gadgets> </column> </columns> </tab> --> </tabs> </layout> <layout> <role>Supervisor</role> <page> <gadget>/desktop/gadgets/CallControl.jsp</gadget> <!-The following Gadget is used for WebChat. It is *ONLY* supported with WebChat. If you are not using WebChat, then remove it. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat CSQs. To include this functionality: 1) Remove these comments leaving the gadget <gadget>https://localhost/agentdesktop/gadgets/chatControl.xml</gadget> --> </page> <tabs> <tab> <id>manageTeam</id> <label>finesse.container.tabs.supervisor.manageTeamLabel</label> <columns> <column> <gadgets> <gadget>/desktop/gadgets/TeamPerformance.jsp</gadget> </gadgets> </column> </columns> Page 45 of 77 Cisco Unified Contact Center Express Server Configuration Report Team Resources Na Details me </tab> <tab> <id>teamData</id> <label>finesse.container.tabs.supervisor.teamDataLabel</label> <columns> <column> <gadgets> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=7291DCB41 0000140000000890A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=728283C210 000140000000530A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> <!-The following Gadget is used for WebChat. It is *ONLY* supported with WebChat. If you are not using WebChat, then remove it. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat CSQs. To include this functionality: 1) Remove these comments leaving the gadget <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=F2F1FC171 00001440000014E0A4E5D48&filterId=ChatAgentStats.agentId=CL</gadget> --> <!-The following Gadgets are used for Predictive/Progressive/Preview Agent Outbound. To include this functionality: 1) Remove these comments leaving the gadget <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB91 00001440000005D0A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB51 0000144000000470A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget> --> </gadgets> </column> </columns> </tab> <tab> <id>queueData</id> <label>finesse.container.tabs.supervisor.queueDataLabel</label> <columns> <column> <gadgets> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=C8E2DB161 0000140000000A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL</gadget> <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=9A7A14CE1 0000140000000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoi ceCSQNames.agentVoiceCSQName=CL</gadget> <!-The following Gadget is used for WebChat. It is *ONLY* supported with WebChat. If you are not using WebChat, then remove it. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat CSQs. To include this functionality: 1) Remove these comments leaving the gadget <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=E42ED7881 00001440000007B0A4E5CA1&filterId=ChatQueueStatistics.queueName=CL</gadget> --> </gadgets> </column> </columns> </tab> <tab> <id>manageCall</id> <label>finesse.container.tabs.supervisor.manageCallLabel</label> </tab> <!-The following Tab and Gadget are used for WebChat. They are *ONLY* supported with WebChat. If you are not using WebChat, then remove them. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat CSQs. To include this functionality: 1) Remove these comments leaving the tab and gadget 2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server. 3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetHeight" parameter. IMPORTANT NOTE: - In order for this Gadget to work, you must have performed all documented prerequisite steps. Page 46 of 77 Cisco Unified Contact Center Express Server Configuration Report Team Resources Na Details me <tab> <id>manageChats</id> <label>finesse.container.tabs.supervisor.manageChatsLabel</label> <columns> <column> <gadgets> <gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-replygadget.jsp?gadgetHeight=430</gadget> </gadgets> </column> </columns> </tab> --> <!-The following Tab and Gadget are for MediaSense. They are *ONLY* supported with MediaSense. If you are not using MediaSense, then remove them. If you are using MediaSense and wish to show Recording Management, then do the following: 1) Remove these comments leaving the tab and gadget 2) Replace all instances of "my-mediasense-server" with the Fully Qualified Domain Name of your MediaSense Server. IMPORTANT NOTE: - In order for this Gadget to work, you must have performed all documented prerequisite steps. <tab> <id>manageRecordings</id> <label>finesse.container.tabs.supervisor.manageRecordingsLabel</label> <columns> <column> <gadgets> <gadget>https://my-mediasense-server:8440/ora/gadget/MediaSenseGadget.xml</gadget> </gadgets> </column> </columns> </tab> --> </tabs> </layout> </finesseLayout> Pho Name ne Boo PB1 ks Rea Label son Cod Reason Label 3 - non global es (Not Rea dy) Code Rea Label son Cod Reason Label 3 - Non global es (Sig n Out ) Code 3 3 Wra Label pWrap-Up Reason 3 - non global Up Rea son s Wor Name kflo Workflow 2 ws Workflow 1 Workflow3 Description Desc Workflow 1 Desc Workflow 1 Desc Workflow 3 Page 47 of 77 Cisco Unified Contact Center Express Server Configuration Report 6.6 Workflows Workflows can be used to automate common repetitive agent tasks. A workflow has a unique name and a helpful description. Manage Workflows and Manage Workflow Actions gadgets can be used to view, add, edit, or delete workflows and workflow actions. All workflows are team-level workflows. Global workflow cannot be created. If global workflow is required, team workflow can be created first and then it can be assigned to all teams. Workflows Name Workflow 1 Details Description Desc Workflow 1 When to perform Actions When a Call arrives How to apply Conditions If all Conditions are met Conditions Variable Comparator Value callVariable1 Is equal to 111 Ordered List of < No records found > Actions Workflow 2 Description Desc Workflow 1 When to perform Actions When a Call ends How to apply Conditions If any Conditions are met Conditions Variable Comparator Value callVariable4 Is equal to 333 callVariable1 Begins with start BACustomerNumber Is equal to 4444 Ordered List of < No records found > Actions Workflow3 Description Desc Workflow 3 When to perform Actions When a Call ends How to apply Conditions If any Conditions are met Conditions Variable Comparator Value callVariable1 Begins with 1 callVariable1 Is equal to 1 Ordered List of Name Actions Action3 Type BROWSER_POP Action 2 HTTP_REQUEST 7 CAD Workflow Configuration Cisco ® Agent Desktop is a powerful team productivity and management suite of software solutions for the Cisco Unified Contact Center. It provides a unified framework of tools in a composite application that customer contact teams need to increase productivity, improve customer satisfaction, and reduce costs. 7.1 DialStrings The Dial Strings option is used to configure the way desktop applications display and dial phone numbers. Dial Strings Name Setting Telephone Number Display Page 48 of 77 Cisco Unified Contact Center Express Server Configuration Report Dial Strings Name Setting External number format Area code Y Exchange Y Subscriber code Y Parentheses around area code Y Area code / Exchange Separator Exchange / Subscriber code Separator Internal number format Leading 'x' Y Remove first 'n' digits Remove last 'n' digits Outgoing Calls Local Area Code Prefixes Local line access code Long distance line access code Ensure a 1 on long distance calls Y Use area code for toll calls within the area code Y Use area code for local calls Y Local exchanges All exchanges are local Y Local exchanges Miscellanous Use text from the clipboard as the phone number when pressing the call button Y Show dial pad when using text from clipboard for dialing Y Convert text to digits in phone numbers Y Use North American Dial String Formatting Y Use Variable Length Dial String Formatting Y 7.2 Phone Book Agents have a number of phone number lists available to them:       The Recent Call List, a dynamic list of up to 100 recently-called phone numbers kept by Agent Desktop A personal phone book, created and maintained by the agent (and enabled/disabled by the system administrator) Up to 256 phone books (includes global and work flow group phone books). Each phone book supports a maximum of 3,000 directory entries. CAD supports in total up to 10,000 directory entries that includes global, work flow group, or personal phone book entries. Work flow group phone books, created by the system administrator with the work flow group Phone Book function Global phone books, which are available to all agents, are created and maintained using the Phone Book node under the Work Flow Configuration node. Work flow groups phone books, which are available to agents only in that specific work flow group, are created and maintained using the Phone Book node under the specific work flow group's node .The global Phone Book window enables you to set up and manage the global phone books that are shared by all agents, and to disable all phone books or just personal phone books. Page 49 of 77 Cisco Unified Contact Center Express Server Configuration Report 7.3 Reason Codes Reason codes describe why an agent has changed to the Not Ready agent state or has logged out. A maximum of 999 reason codes can be set up for CAD and CAD-BE. IP Phone Agent has a limit of 100 reason codes. Global reason codes, which are available to all agents, are assigned using the Reason Codes node under the Work Flow Configuration node. Work flow group reason codes, which are available only to agents in that specific work flow group, are assigned using the Reason Codes node under the specific work flow group's node. Reserved reason codes (identified by [Reserved List] after the description) are predefined in Directory Services and cannot be created or deleted. There are also Unified CCX-generated reason codes that are entered when an agent is automatically put in the Not Ready or Logout state. Reason Codes Name Code/Description Logout Available Reason Codes List Global Reason Codes List Reserved List 22=Supervisor logout 32749=Agent canceled call 32755=Call ended 32756=Device in service 32757=Call Manager failover 32758=Work timer expired 32759=Device out of service 32760=Logon 32761=Non-ICD call 32762=Offhook 32763=Ring no answer 32764=CRS failover 32765=Connection down 32766=Force logout 32767=Force login 1000=ACD voice Not Ready Available Reason Codes List Global Reason Codes List Reserved List 33=Supervisor not ready 32749=Agent canceled call 32755=Call ended 32756=Device in service 32757=Call Manager failover 32758=Work timer expired 32759=Device out of service 32760=Logon 32761=Non-ICD call 32762=Offhook 32763=Ring no answer 32764=CRS failover 32765=Connection down 32766=Force logout 32767=Force login 1000=ACD voice 7.4 Wrap-up Data Wrap-up data descriptions are used by contact centers for purposes such as tracking the frequency of different activities and identifying the account to which to charge a call, among others. Wrap-up data is set up and maintained, and automated state changes are enabled, using the Wrap-up Data window. Wrap-up data descriptions are used for both calls and e-mails. Wrap-up Data Name List Page 50 of 77 Cisco Unified Contact Center Express Server Configuration Report Wrap-up Data Name List Available Wrap-up Descriptions Global Wrap-up Descriptions 7.5 Work Flow Groups 7.5.1 Enterprise Data Enterprise Data Work Enterprise Data Flow Group Name default Name Setting Allow agent to edit Enterprise Data Y Call Activity Device Type Caution Warning CSQ 0mins 0secs 0mins 0secs Agent 0mins 0secs 0mins 0secs Total 0mins 0secs 0mins 0secs 7.5.2 Reason Codes Reason Codes Work Reason Codes Flow Group Name default Name List Logout Available Reason Codes List Global Reason Codes List Work Flow Group List Not Ready Available Reason Codes List Global Reason Codes List Work Flow Group List 7.5.3 Wrap-Up Data < No records found > 7.5.4 Phone Book < No records found > 7.5.5 CAD Agent User Interface - CAD Page 51 of 77 Cisco Unified Contact Center Express Server Configuration Report Work User Interface - CAD Flow Group Name default Name Hint Visible Accept BUTTON Accept (Alt+Shift+A) N Answer BUTTON Answer/Drop (Ctrl+A) Y Browser BUTTON Show/Hide Integrated Browser (Alt+B) Y Call BUTTON Make Call (Ctrl+M) Y CallBack BUTTON Callback (Alt+Shift+C) N Cancel Reservation BUTTON Cancel Reservation (Alt+Shift+D) N Chat BUTTON Chat (Ctrl+J) Y Conference BUTTON Conference (Ctrl+F) Y ContactMgmt BUTTON Show/Hide Contact Management (Ctrl+G) Y E-Mail Not Ready BUTTON E-Mail Not Ready (Ctrl+Shift+O) Y E-Mail Ready BUTTON E-Mail Ready (Ctrl+Shift+W) Y Help BUTTON Help/About (Alt+H) Y Hold BUTTON Hold/Unhold (Ctrl+H) Y Login BUTTON Login/Logout (Ctrl+L) Y NotReady BUTTON Not Ready (Ctrl+O) Y Preferences BUTTON Preferences (Alt+P) Y Ready BUTTON Ready (Ctrl+W) Y Reclassify BUTTON Reclassify (Alt+Shift+Q) N Reject BUTTON Reject (Alt+Shift+R) N RejectClose BUTTON Reject-Close (Alt+Shift+U) N Reports BUTTON Reports (Ctrl+Q) Y Skip BUTTON Skip (Alt+Shift+S) N SkipClose BUTTON Skip-Close (Alt+Shift+T) N SkipNext BUTTON Skip-Next (Alt+Shift+K) N Task1 BUTTON Task1 (Alt+1) 0 Task10 BUTTON Task10 (Alt+0) 0 Task2 BUTTON Task2 (Alt+2) 0 Task3 BUTTON Task3 (Alt+3) 0 Task4 BUTTON Task4 (Alt+4) 0 Task5 BUTTON Task5 (Alt+5) 0 Task6 BUTTON Task6 (Alt+6) 0 Task7 BUTTON Task7 (Alt+7) 0 Task8 BUTTON Task8 (Alt+8) 0 Task9 BUTTON Task9 (Alt+9) 0 TouchTones BUTTON Touch Tones (Ctrl+D) Y Transfer BUTTON Transfer (Ctrl+T) Y Work BUTTON Work (Ctrl+Y) Y Show Data Fields Show these fields in this order 0 : Calling# 1 : Called# 2 : Alerting# 3 : Original Calling# 4 : Original Called# Miscellaneous Name Setting Window Behavior N Macro Hot Key F2 Real time displays always on top N Page 52 of 77 Cisco Unified Contact Center Express Server Configuration Report User Interface - CAD Work User Interface - CAD Flow Group Name Dial pad always on top N Rules and Actions only apply to the first call appearance Y Browser Setup General Browser Options Allow Address Editing Y Allow Hyperlink Dialing Y Popups In New Windows Y Enable Integrated Browser Y Number Of Workflow Browsers Home Page WWW.CISCO.COM Work Sites Supervisor & Workflow Browser Tabs Remote Access Name Setting Allow IPC receive events N Enter the port number to use Voice Contact Work Flows - CAD Work Flow Group Name Voice Contact Work Flows - CAD default < No records found > Email Contact Work Flows Work Flow Group Name Email Contact Work Flows default < No records found > Agent Management - CAD Work Flow Group Name Agent Management - CAD default < No records found > 7.5.6 CAD-BE Agent User Interface - CAD-BE Work User Interface - CAD-BE Flow Group Name default < No records found > Show Data Fields Show these fields in this order Miscellaneous Name Setting Rules and Actions only apply to the first call appearance N Browser Setup Page 53 of 77 Cisco Unified Contact Center Express Server Configuration Report User Interface - CAD-BE Work User Interface - CAD-BE Flow Group Name General Browser Options Allow Address Editing Y Allow Hyperlink Dialing Y Popups In New Windows Y Enable Integrated Browser Y Number Of Workflow Browsers Home Page Work Sites Home Page Voice Contract Work Flows - CAD-BE Work Flow Group Name Voice Contract Work Flows - CAD-BE default < No records found > 7.5.7 IP Phone Agent IP Phone Agent Work Flow Group Name IP Phone Agent default < No records found > 8 Command Line objects This section contains status and configuration objects obtained via the command line. 8.1 Server 10.5.1.115 This section contains status and configuration objects obtained via the command line.         show status utils ntp status show hardware show network eth0 show version active show version inactive show timezone config show stats io 8.1.1 Show status show status Host Name : UCCX115 Date : Thu Mar 26, 2015 20:43:45 Time Zone : Pacific Daylight Time (America/Los_Angeles) Locale : en_US.UTF-8 Product Ver : 10.5.1.11001-49 Unified OS Version : 6.0.0.0-2 License MAC : c0f3499ba065 Uptime: 20:43:46 up 21 min, 2 users, load average: 0.71, 0.94, 1.44 CPU Idle: 80.61% System: 08.16% User: 11.22% Page 54 of 77 Cisco Unified Contact Center Express Server Configuration Report show status IOWAIT: 00.00% IRQ: 00.00% Soft: 00.00% Memory Total: 3926064K Free: 129588K Used: 3796476K Cached: 371376K Shared: 0K Buffers: 7608K Total Free Used Disk/active 30663692K 17596648K 12755516K (43%) Disk/inactive 30663692K 28929972K 176064K (1%) Disk/logging 106694728K 59083220K 42191732K (42%) 8.1.2 NTP Status utils ntp status ntpd (pid 6844) is running... remote refid st t when poll reach delay offset jitter ============================================================================== *10.5.1.100 128.184.34.53 4 u 31 64 377 1.022 0.415 0.194 synchronised to NTP server (10.5.1.100) at stratum 5 time correct to within 60 ms polling server every 64 s Current time in UTC is : Fri Mar 27 03:43:46 UTC 2015 Current time in America/Los_Angeles is : Thu Mar 26 20:43:46 PDT 2015 8.1.3 Show hardware show hardware HW Platform : VMware Virtual Machine Processors : 1 Type : Intel(R) Core(TM) i7-4930K CPU @ 3.40GHz CPU Speed : 3400 Memory : 4096 MBytes Object ID : 1.3.6.1.4.1.9.1.1348 OS Version : UCOS 6.0.0.0-2.i386 Serial Number : VMware-56 4d 90 48 ec 9d 0c 85-6a c4 a7 e1 55 98 27 70 RAID Version : No RAID controller information is available BIOS Information : PhoenixTechnologiesLTD 6.00 07/30/2013 RAID Details : No RAID information is available ----------------------------------------------------------------------Physical device information ----------------------------------------------------------------------Number of Disks : 1 Hard Disk #1 Size (in GB) : 165 Partition Details : Disk /dev/sda: 21539 cylinders, 255 heads, 63 sectors/track Units = sectors of 512 bytes, counting from 0 Device Boot Start End #sectors Id System /dev/sda1 * 2048 62308351 62306304 83 Linux /dev/sda2 62308352 124614655 62306304 83 Linux /dev/sda3 124614656 125138943 524288 83 Linux /dev/sda4 125138944 346030079 220891136 5 Extended /dev/sda5 125140992 129236991 4096000 82 Linux swap / Solaris /dev/sda6 129239040 346030079 216791040 83 Linux Page 55 of 77 Cisco Unified Contact Center Express Server Configuration Report 8.1.4 Show network eth0 show network eth0 Ethernet 0 DHCP : disabled Status : up IP Address : 10.5.1.115 IP Mask : 255.255.255.000 Link Detected: yes Mode : Auto enabled, Full, 1000 Mbits/s Duplicate IP : no DNS Primary : 10.5.1.166 Secondary : Not Configured Options : timeout:5 attempts:2 Domain : lab.test Gateway : 10.5.1.1 on Ethernet 0 8.1.5 Show version active show version active Active Master Version: 10.5.1.11001-49 Active Version Installed Software Options: No Installed Software Options Found. 8.1.6 Show version inactive show version inactive Inactive Master Version: 0.0.0.0000-0000 8.1.7 Show timezone config show timezone config Current timezone: Pacific Daylight Time (America/Los_Angeles) Timezone version: 2013i 8.1.8 Show stats io show stats io avg-cpu: %user %nice %system %iowait %steal %idle 33.88 2.38 7.37 1.10 0.00 55.26 Device: tps Blk_read/s Blk_wrtn/s Blk_read Blk_wrtn sda 110.87 3252.15 1123.47 4154778 1435284 Page 56 of 77 Cisco Unified Contact Center Express Server Configuration Report 9 Script Files Unified CCX applications are based on scripts created in the Unified CCX Editor. The following sub chapters list each script that is present in the UCCX script repository.          Simple_Queuing.aef SNU.aef voicebrowser.aef Folder2__VisibleQ.aef Folder1__BasicQ.aef Folder1__CollectDigits.aef Folder1__Folder11__aa.aef Folder1__Folder11__outboundVoiceBrowser.aef Folder1__Folder11__rmon.aef 9.1 Simple_Queuing.aef Start Simple Queuing Template Accept (--Triggering Contact--) Play Prompt (--Triggering Contact--, WelcomePrompt) Select Resource (--Triggering Contact-- from CSQ) Connected Queued queueLoop: Play Prompt (--Triggering Contact--, QueuePrompt) Delay DelayWhileQueued sec Goto queueLoop End Script Variables resourceID Name Type String "" Value Attributes null CSQ String "" Parameter DelayWhileQueued int 30 Parameter WelcomePrompt Prompt SP[ICD\ICDWelcome.wav] Parameter QueuePrompt Prompt SP[ICD\ICDQueue.wav] Parameter SRS_TempResourceSelectedVar2 User null null Page 57 of 77 Cisco Unified Contact Center Express Server Configuration Report 9.2 SNU.aef Start Spoken Name Upload Template Accept (--Triggering Contact--) language = Get Contact Info (--Triggering Contact--, Language) Play Prompt (--Triggering Contact--, SP[SNU\welcomeSpokenName.wav]) GetUser: user = Name To User (--Triggering Contact--, -- Default --) Successful currentRecording = Get User Info (user, Spoken Name) If (currentRecording != null) Then True namePrompt = Create Container Prompt Concatenation (currentRecording) False Get User Info (user) /*Spell fullname based on locale*/ spelledPrompt = Create Generated Prompt fullname (firstName, lastName) ttsPrompt = Create Generated Prompt fullname (firstName, lastName, ...) /*Fall back to spelled prompt if TTS is not available*/ Set namePrompt = ttsPrompt ||| spelledPrompt GetPin: pin = Get Digit String (--Triggering Contact--) Successful Authenticate: Authenticate User PIN (user, pin) Success pound = Create Generated Prompt telephone.number ("#") Record: /*Localize based on language*/ instructPrompt = Create Language Prompt (L[ko]: SP[SNU\finished.wav]+pound+SP[SNU\press.wav], L[]: SP[SNU\finished.wav]+pound, ...) recording = Recording (--Triggering Contact--, SP[SNU\rec_name.wav]+instructPrompt, 10) Successful Play Prompt (--Triggering Contact--, SP[SNU\new_rec.wav] + recording) Menu (--Triggering Contact--, SP[SNU\menu_re_rec.wav]) Key 1 Set User Info (user) Success finalPrompt = Create Container Prompt Concatenation (SP[SNU\store_success.wav]) Goto Bye Unsuccessful finalPrompt = Create Container Prompt Concatenation (SP[SNU\error_general.wav] + SP[SNU\error_try_later]) Goto Bye Key 2 If (triesRecord < triesMaxRecord ) Then True Set triesRecord = triesRecord +1 Goto Record False finalPrompt = Create Container Prompt Concatenation (SP[SNU\error_try_later.wav]) Goto Bye Page 58 of 77 Cisco Unified Contact Center Express Server Configuration Report Timeout finalPrompt = Create Container Prompt Concatenation (SP[SNU\error_try_later.wav]) Goto Bye Unsuccessful finalPrompt = Create Container Prompt Concatenation (SP[SNU\error_try_later.wav]) Goto Bye Unsuccessful finalPrompt = Create Container Prompt Concatenation (SP[SNU\error_rec.wav] + SP[SNU\error_try_later.wav]) Goto Bye Unsuccessful If (triesAuthentication True Play Prompt (--Triggering Contact--, SP[SNU\error_auth.wav]) Set triesAuthentication = triesAuthentication+ 1 Goto GetUser False finalPrompt = Create Container Prompt Concatenation (SP[SNU\error_auth.wav] + SP[SNU\error_try_later.wav]) Goto Bye Timeout If (pin == "") Then True /*No pin was entered*/ If (triesGetDigit True Set triesGetDigit = triesGetDigit + 1 Play Prompt (--Triggering Contact--, SP[SNU\still_there.wav] + DP[500]) Goto GetPin False /*Disconnect Caller Max retries reached.*/ finalPrompt = Create Container Prompt Concatenation (SP[SNU\error_try_later.wav]) Goto Bye False Goto Authenticate Unsuccessful finalPrompt = Create Container Prompt Concatenation (SP[SNU\error_try_later.wav]) Goto Bye Timeout finalPrompt = Create Container Prompt Concatenation (SP[SNU\error_try_later.wav]) Goto Bye Unsuccessful finalPrompt = Create Container Prompt Concatenation (SP[SNU\error_try_later.wav]) Goto Bye Bye: Set Contact Info (--Triggering Contact--, handled) Set finalPrompt = finalPrompt + DP[500] + SP[SNU\goodbye.wav] Play Prompt (--Triggering Contact--, finalPrompt) Terminate (--Triggering Contact--) End Script Variables Name pin Type String Value "" Attributes null Page 59 of 77 Cisco Unified Contact Center Express Server Configuration Report user User null null recording Document null null finalPrompt Prompt P[] null triesAuthentication int 0 null triesMaxAuthentication int 3 null triesRecord int 0 null triesMaxRecord int 3 null currentRecording Document null null fullName String "" null triesGetDigit int 0 null triesMaxGetDigit int 3 null spelledPrompt Prompt P[] null firstName String "" null lastName String "" null language Language L[en_US] null instructPrompt Prompt P[] null pound Prompt P[] null ttsPrompt Prompt P[] null namePrompt Prompt P[] null Page 60 of 77 Cisco Unified Contact Center Express Server Configuration Report 9.3 voicebrowser.aef Start Voice Browser Template Accept (--Triggering Contact--) DEFAULT_DOC_VER3 = Create URL Document (uri) Voice Browser (--Triggering Contact--, DEFAULT_DOC_VER3) Terminate (--Triggering Contact--) End Script Variables Name Type Value uri String "" Attributes Parameter DEFAULT_DOC_VER3 Document DOC[] null Page 61 of 77 Cisco Unified Contact Center Express Server Configuration Report 9.4 Folder2__VisibleQ.aef Start Visible Queuing Template WaitTime = Get Enterprise Call Info (--Triggering Contact--, "user.expected.wait.time", -- Scalar --, -- All --) Accept (--Triggering Contact--) /*Play Visible Queue Announcement */ Play Prompt (--Triggering Contact--, SP[ICM\ICMVisibleQAnn1]) Play Prompt (--Triggering Contact--, SP[] + WaitTime + SP[ICM\ICMSecond] + SP[ICM\ICMVisibleQAnn2]) /*Play music for 30 seconds.*/ Call Hold (--Triggering Contact--) Delay 30 sec PlayWaitAnnounce: Call Unhold (--Triggering Contact--) Play Prompt (--Triggering Contact--, SP[ICM\ICMWait4NextAvail]) Call Hold (--Triggering Contact--) Delay 60 sec Goto PlayWaitAnnounce End Script Variables Name WaitTime Type int Value 0 Attributes null Page 62 of 77 Cisco Unified Contact Center Express Server Configuration Report 9.5 Folder1__BasicQ.aef Start Basic Queuing Template Accept (--Triggering Contact--) Play Prompt (--Triggering Contact--, SP[ICM\ICMStayOnline]) /*Play Music for 30 seconds*/ Call Hold (--Triggering Contact--) Delay 30 sec PlayWaitAnnounce: Call Unhold (--Triggering Contact--) Play Prompt (--Triggering Contact--, SP[ICM\ICMWait4NextAvail]) Call Hold (--Triggering Contact--) Delay 60 sec Goto PlayWaitAnnounce End Page 63 of 77 Cisco Unified Contact Center Express Server Configuration Report 9.6 Folder1__CollectDigits.aef Start Collect Digits Template Accept (--Triggering Contact--) acctno = Get Digit String (--Triggering Contact--) Successful Set Enterprise Call Info (--Triggering Contact--) Variables Used:acctno Timeout /*CED will be empty and let ICM handles the error.*/ Unsuccessful /*CED will be empty and let ICM handles the error.*/ End Script Variables Name acctno Type String Value "" Attributes null Page 64 of 77 Cisco Unified Contact Center Express Server Configuration Report 9.7 Folder1__Folder11__aa.aef Start Auto Attendant Template Accept (--Triggering Contact--) /*Check if we support ASR*/ Get Contact Info (--Triggering Contact--) /*Initialize Prompts*/ menuPrompt = Create Conditional Prompt (asr ? SP[AA\AAMainMenu_ASR] : SP[AA\AAMainMenu]) extnPrompt = Create Conditional Prompt (asr ? SP[AA\AAEnterExtn_ASR] : SP[AA\AAEnterExtn]) namePrompt = Create Container Prompt Escalation (SP[AA\AANameDial0_ASR] || SP[AA\AANameDial1_ASR] || ...) namePrompt = Create Conditional Prompt (asr ? namePrompt : SP[AA\AANameDial]) /*Play Welcome Prompt without any interruptions or barge-in being enabled.*/ Play Prompt (--Triggering Contact--, welcomePrompt) MainMenu: If (asr || AlwaysEnableDialByName ) Then True /*DialByName supported.*/ False Switch Language ( language ) en /*DialByName supported for English*/ fr_CA /*DialByName supported for Canadian French.*/ Default /*DialByName not supported.*/ Goto DialByExtn prompt = Create Container Prompt Escalation (prefixPrompt + menuPrompt || menuPrompt) /*Clear Prefix*/ Set prefixPrompt = P[] Simple Recognition (--Triggering Contact--, prompt, SG[AA\AAMainMenu]) DialByExtn DialByExtn: prompt = Create Container Prompt Concatenation (prefixPrompt + extnPrompt) /*Clear Prefix*/ Set prefixPrompt = P[] extnXfer = Get Digit String (--Triggering Contact--) Successful If (extnXfer == "") Then True Set prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] If (attempts < MaxRetry ) Then True Increment attempts Goto MainMenu False False prompt = Create Generated Prompt telephone.number (extnXfer) /*Localize based on Language*/ prompt = Create Language Prompt (L[ja]: prompt + SP[AA\AACallingExtn], L[ko]: prompt + SP[AA\AACallingExtn], ...) Implicit Confirmation (--Triggering Contact--, prompt) Page 65 of 77 Cisco Unified Contact Center Express Server Configuration Report No If (attempts < MaxRetry ) Then True /*Flush Input Buffer in case the caller pushed multiple times on the keys to stop the transfer. We need to do it here because the GetDigitString that queries for the extension doesn't flush the buffer. Now we could also have replace the GetDigitString step for a ExtendedGetDigitStep and dynamically change the boolean variable used for the FlushInputBuffer property to be true before we branch there. */ Play Prompt (--Triggering Contact--, P[]) Increment attempts Goto DialByExtn False Yes Call Redirect (--Triggering Contact-- to extnXfer) Successful Set Contact Info (--Triggering Contact--, handled) End Busy Set prefixPrompt = SP[AA\AABusyExtn] + DP[500] Invalid Set prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] Unsuccessful Set prefixPrompt = SP[AA\AAExtnOutOfService] + DP[500] If (attempts < MaxRetry ) Then True Increment attempts Goto MainMenu False Timeout Unsuccessful DialByName DialByName: prompt = Create Container Prompt Concatenation (prefixPrompt + namePrompt) /*Clear Prefix*/ Set prefixPrompt = P[] user = Name To User (--Triggering Contact--, prompt) Successful Get User Info (user) If (spokenName == null) Then True Set prompt = SP[AA\AACalling] False /*Localize based on Language*/ prompt = Create Language Prompt (L[ja]: spokenName + SP[AA\AACallingName], L[ko]: spokenName + SP[AA\AACallingName], ...) Implicit Confirmation (--Triggering Contact--, prompt) No /*Fall back to Spelling prompt if there is no spoken name and TTS is not available.*/ fullNamePrompt = Create Generated Prompt fullname (firstName, lastName) ttsPrompt = Create Generated Prompt fullname (firstName, lastName, ...) prompt = Create Conditional Prompt (spokenName == null ? ttsPrompt ||| fullNamePrompt : P[] + spokenName) Page 66 of 77 Cisco Unified Contact Center Express Server Configuration Report If (asr) Then True /*Localize based on Language*/ prompt = Create Language Prompt (L[ja]: prompt + SP[AA\AAWant2Call_ASR], L[ko]: prompt + SP[AA\AAWant2Call_ASR], ...) False Set prompt = prompt + DP[250] + SP[AA\AAWant2Call] prompt = Create Container Prompt Concatenation (prompt) /*Set needs to be removed as soon as the step is fixed to support grammar expressions*/ Set grammar = SG[AA\AAWantToCall] Explicit Confirmation (--Triggering Contact--, prompt, grammar) Yes Goto Xfer No Timeout Error If (attempts < MaxRetry ) Then True Increment attempts Goto DialByName False Yes Xfer: /*Check if extension exist as the new NameToUser step can return users that do not have devices associated with them.*/ If (extnXfer != null) Then True Call Redirect (--Triggering Contact-- to extnXfer) Successful Set Contact Info (--Triggering Contact--, handled) End Busy Set prefixPrompt = SP[AA\AABusyExtn] + DP[500] Invalid Set prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] Unsuccessful Set prefixPrompt = SP[AA\AAExtnOutOfService] + DP[500] False Set prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] If (attempts < MaxRetry ) Then True Increment attempts Goto MainMenu False Timeout Unsuccessful Operator Goto XferOperator Operator XferOperator: Call Redirect (--Triggering Contact-- to operExtn) Page 67 of 77 Cisco Unified Contact Center Express Server Configuration Report Successful Set Contact Info (--Triggering Contact--, handled) End Busy Set prefixPrompt = SP[AA\AABusyExtn] + DP[500] Invalid Set prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] Unsuccessful Set prefixPrompt = SP[AA\AAExtnOutOfService] + DP[500] If (attempts < MaxRetry ) Then True Increment attempts Goto MainMenu False Timeout Unsuccessful /*We could not recognize anything or transfer anywhere*/ Play Prompt (--Triggering Contact--, prefixPrompt + SP[AA\AASorry]) Call Redirect (--Triggering Contact-- to operExtn) Successful Terminate (--Triggering Contact--) End Busy Set prefixPrompt = SP[AA\AABusyExtn] + DP[500] Invalid Set prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] Unsuccessful Set prefixPrompt = SP[AA\AAExtnOutOfService] + DP[500] If (attempts < MaxRetry ) Then True Increment attempts Goto MainMenu False /*Were not able to transfer to the operator. Playback the prompt and simply exit the application. The system default treatment will kick in.*/ Play Prompt (--Triggering Contact--, prefixPrompt + DP[1000]) Terminate (--Triggering Contact--) End Script Variables welcomePrompt Name Type Prompt Value SP[AA\AAWelcome.wav] Attributes Parameter extnXfer String "" null user User null null menuPrompt Prompt P[] null asr boolean false null prefixPrompt Prompt P[] null attempts int 1 null extnPrompt Prompt P[] null namePrompt Prompt P[] null prompt Prompt P[] null spokenName Document null null Page 68 of 77 Cisco Unified Contact Center Express Server Configuration Report name String "" null language Language L[en_US] null MaxRetry int 3 Parameter AlwaysEnableDialByName boolean false null grammar Grammar G[] null operExtn String "" Parameter firstName String "" null lastName String "" null fullNamePrompt Prompt P[] null ttsPrompt Prompt P[] null Page 69 of 77 Cisco Unified Contact Center Express Server Configuration Report 9.8 Folder1__Folder11__outboundVoiceBrowser.aef Start Outbound Voice Browser Template Get Http Contact Info (--Triggering Contact--) call = Place Call (to destPhoneNo) Successful /*Make call Successful*/ DEFAULT_DOC_VER3 = Create URL Document (callerURI) VxmlResponse = Voice Browser (call, DEFAULT_DOC_VER3) NoAnswer /*No Answer */ End Busy /*Dest Busy*/ End Invalid NoResource Unsuccessful Terminate (call) Http Forward (--Triggering Contact--, "/vxml/outbound_example/Response.jsp") End Script Variables call Name Type Contact null Value Attributes null CallControlGroupId int 0 Parameter RNATimeout int 30 Parameter DialogControlGroupId int 1 Parameter destPhoneNo String "1000" null callerURI String "http://localhost:8080/aCallerScript.vxml" null VxmlResponse String "N/A" null DEFAULT_DOC_VER3 Document DOC[] null Page 70 of 77 Cisco Unified Contact Center Express Server Configuration Report 9.9 Folder1__Folder11__rmon.aef Start Remote Monitoring Template Accept (--Triggering Contact--) Play Prompt (--Triggering Contact--, welcomePrompt) Set numAuth = 0 authStart: Set authOk = false userLogin = Get Digit String (--Triggering Contact--) Successful password = Get Digit String (--Triggering Contact--) Successful Authenticate User PIN (userLogin, password) Success Set authOk = true Unsuccessful Timeout Unsuccessful Timeout Unsuccessful If (authOk) Then True False Increment numAuth If (numAuth < AuthenticationRetry) Then True Play Prompt (--Triggering Contact--, SP[SSA\pwdOrUidWrong]) Goto authStart False Play Prompt (--Triggering Contact--, SP[SSA\failAuthenticate]) Goto end /*Dynamically construct the prompt for selectting CSQs*/ Set errorCount = 0 getOptionOfCsqOrExt: Menu (--Triggering Contact--, SP[SSA\extOrCSQ]) Output 1 getExtension: Set ext = "" extStr = Get Digit String (--Triggering Contact--) Successful Set ext = extStr Timeout Set ext = "" Unsuccessful Set ext = "" If (ext !="") Then True Play Prompt (--Triggering Contact--, SP[SSA\cancelMonitor]) monitorExtStep: failureCode = Start Monitor Resource Extension (--Triggering Contact--, ext, Supervisor: userLogin, Enable Allowed Agents) WaitForCall Page 71 of 77 Cisco Unified Contact Center Express Server Configuration Report Set errorCount = 0 waitForCallAgent: Menu (--Triggering Contact--, DP[1]) Output 1 Stop Monitor (--Triggering Contact--) Success Goto getOptionOfCsqOrExt Fail Goto getOptionOfCsqOrExt Timeout Goto waitForCallAgent Unsuccessful Goto waitForCallAgent Monitor Set errorCount = 0 monitorAgent: Menu (--Triggering Contact--, DP[1]) Output 1 Stop Monitor (--Triggering Contact--) Success Menu (--Triggering Contact--, SP[SSA\doneMenu]) Output 1 Play Prompt (--Triggering Contact--, SP[SSA\cancelMonitor]) Goto monitorExtStep Output 2 Goto getOptionOfCsqOrExt Output 3 Goto end Timeout Goto end Unsuccessful Goto end Fail Goto getOptionOfCsqOrExt Timeout Goto monitorAgent Unsuccessful Goto monitorAgent NotAnswered Set errorCount = 0 Goto monitorExtStep Error Switch int ( failureCode ) InvalidInput Play Prompt (--Triggering Contact--, SP[SSA\invalidInput]) AgentNotLogin Play Prompt (--Triggering Contact--, SP[SSA\agentNotLogin]) NotAllowed Play Prompt (--Triggering Contact--, SP[SSA\notAllowed]) VoipServerDown Play Prompt (--Triggering Contact--, SP[SSA\voipServerDown]) UnableMixing Page 72 of 77 Cisco Unified Contact Center Express Server Configuration Report Play Prompt (--Triggering Contact--, SP[SSA\unableToMix]) UnableFollowCall Play Prompt (--Triggering Contact--, SP[SSA\unableFollowCall]) Default Play Prompt (--Triggering Contact--, SP[SSA\unableToMonitor]) If (errorCount < maxTotalFails ) Then True Increment errorCount Goto getOptionOfCsqOrExt False Goto end Done Set errorCount = 0 doneAgent: Menu (--Triggering Contact--, SP[SSA\doneMenu]) Output 1 Play Prompt (--Triggering Contact--, SP[SSA\cancelMonitor]) Goto monitorExtStep Output 2 Goto getOptionOfCsqOrExt Output 3 Goto end Timeout Goto end Unsuccessful Goto end False If (errorCount < maxTotalFails ) Then True Increment errorCount Play Prompt (--Triggering Contact--, SP[try_again]) Goto getExtension False Goto end Goto end Output 2 csqMenu: Set csq = "" csq = Get Digit String (--Triggering Contact--) Successful csqNameWavePrompt = Create CSQ Prompt (csq) Successful Set csqNameWavePrompt = SP[SSA\haveSelectCSQ]+csqNameWavePrompt Play Prompt (--Triggering Contact--, csqNameWavePrompt) Unsuccessful Invalid CSQ ID Play Prompt (--Triggering Contact--, SP[SSA\cancelMonitor]) StartMonitorCSQ: failureCode = Start Monitor CSQ (--Triggering Contact--, csq, Supervisor: userLogin, Enable Allowed Agents) WaitForCall Set errorCount = 0 waitForCallCSQ: Page 73 of 77 Cisco Unified Contact Center Express Server Configuration Report Menu (--Triggering Contact--, DP[1]) Output 1 Stop Monitor (--Triggering Contact--) Success Goto getOptionOfCsqOrExt Fail Goto getOptionOfCsqOrExt Timeout Goto waitForCallCSQ Unsuccessful Goto waitForCallCSQ Monitor Set errorCount = 0 monitorCSQ: Menu (--Triggering Contact--, DP[1]) Output 1 Stop Monitor (--Triggering Contact--) Success Menu (--Triggering Contact--, SP[SSA\doneMenu]) Output 1 Play Prompt (--Triggering Contact--, SP[SSA\cancelMonitor]) Goto StartMonitorCSQ Output 2 Goto getOptionOfCsqOrExt Output 3 Goto end Timeout Goto end Unsuccessful Goto end Fail Goto getOptionOfCsqOrExt Timeout Goto monitorCSQ Unsuccessful Goto monitorCSQ NotAnswered Set errorCount = 0 Goto StartMonitorCSQ Error Switch int ( failureCode ) InvalidInput Play Prompt (--Triggering Contact--, SP[SSA\invalidInput]) AgentNotLogin Play Prompt (--Triggering Contact--, SP[SSA\agentNotLogin]) NotAllowed Play Prompt (--Triggering Contact--, SP[SSA\notAllowed]) VoipServerDown Play Prompt (--Triggering Contact--, SP[SSA\voipServerDown]) UnableMixing Play Prompt (--Triggering Contact--, SP[SSA\unableToMix]) UnableFollowCall Page 74 of 77 Cisco Unified Contact Center Express Server Configuration Report Play Prompt (--Triggering Contact--, SP[SSA\unableFollowCall]) Default Play Prompt (--Triggering Contact--, SP[SSA\unableToMonitor]) If (errorCount < maxTotalFails ) Then True Increment errorCount Goto getOptionOfCsqOrExt False Goto end Done Set errorCount = 0 doneCSQ: Menu (--Triggering Contact--, SP[SSA\doneMenu]) Output 1 Play Prompt (--Triggering Contact--, SP[SSA\cancelMonitor]) Goto StartMonitorCSQ Output 2 Goto getOptionOfCsqOrExt Output 3 Goto end Timeout Goto end Unsuccessful Goto end Timeout If (errorCount < maxTotalFails ) Then True Increment errorCount Play Prompt (--Triggering Contact--, SP[try_again]) Goto csqMenu False Goto end Unsuccessful If (errorCount < maxTotalFails ) Then True Increment errorCount Play Prompt (--Triggering Contact--, SP[try_again]) Goto csqMenu False Goto end Timeout Goto end Unsuccessful Goto end end: Play Prompt (--Triggering Contact--, SP[goodbye]) Set Contact Info (--Triggering Contact--, handled) Terminate (--Triggering Contact--) End Script Variables Name userLogin Type String Value "" Attributes null Page 75 of 77 Cisco Unified Contact Center Express Server Configuration Report password String "" null authOk boolean false null numAuth int 0 null ext String "" null csq String "" null AuthenticationRetry int 3 Parameter extStr String "" null maxTotalFails int 10 null errorCount int 0 null failureCode int 0 null csqNameWavePrompt Prompt P[] null welcomePrompt Prompt SP[SSA\welcomeRmon] Parameter Page 76 of 77 Cisco Unified Contact Center Express Server Configuration Report 77 of 77

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