Cisco Unified Contact Center Express Server
Configuration Report
Customer
As-Built Documentation for project
Chapter: Document Information
8 March 2016
1
Cisco Unified Contact Center Express Server
Configuration Report
Document Information
Version Status
Release Number
1.0
Date
8-Mar-16
Reason for Version
Release
Client Information
Prepared for:
Company
Name:
Title:
Address:
Telephone:
Email:
Name
Company
123 Home Drive
+418112313
email@company.com
Presenter Information
Prepared by:
Company
Name:
Title:
Address:
Telephone:
Email:
Name
Company
123 Home Drive
+418112313
email@company.com
Page 2 of 77
Cisco Unified Contact Center Express Server
Configuration Report
Table of Content
Document Information ...................................................................................................................................... 2
Version Status ................................................................................................................................................ 2
Client Information .......................................................................................................................................... 2
Presenter Information ................................................................................................................................... 2
1 Report Summary ............................................................................................................................................. 5
2 System ............................................................................................................................................................. 6
2.1 Server ....................................................................................................................................................... 6
2.2 System Parameters .................................................................................................................................. 6
2.3 License Information ................................................................................................................................. 7
2.4 Language Information .............................................................................................................................. 7
3 Applications..................................................................................................................................................... 7
3.1 Application Management ........................................................................................................................ 7
3.2 Script Management.................................................................................................................................. 8
3.3 Prompt Management............................................................................................................................... 8
3.4 Grammar Management ........................................................................................................................... 9
3.5 Document Management .......................................................................................................................... 9
4 Subsystems...................................................................................................................................................... 9
4.1 CUCM Telephony ..................................................................................................................................... 9
4.1.1 Provider ........................................................................................................................................... 10
4.1.2 Call Control Group .......................................................................................................................... 10
4.1.3 Triggers............................................................................................................................................ 46
4.1.4 Telephony Advanced Settings ......................................................................................................... 50
4.2 RmCm ..................................................................................................................................................... 50
4.2.1 Skills................................................................................................................................................. 50
4.2.2 Resources ........................................................................................................................................ 50
4.2.3 Resource Groups ............................................................................................................................. 51
4.2.4 Contact Service Queues .................................................................................................................. 51
4.2.5 RmCm Provider ............................................................................................................................... 52
4.2.6 Agent Based Routing Settings ......................................................................................................... 52
4.2.7 Teams .............................................................................................................................................. 52
4.3 Cisco Media ............................................................................................................................................ 53
4.4 Outbound ............................................................................................................................................... 54
4.4.1 General Configuration..................................................................................................................... 54
4.4.2 Campaigns ....................................................................................................................................... 54
4.5 Database ................................................................................................................................................ 54
4.5.1 Database DataSources .................................................................................................................... 55
4.5.2 Database Parameters ...................................................................................................................... 55
4.6 HTTP Trigger Configuration.................................................................................................................... 55
4.7 MCRP ASR............................................................................................................................................... 56
4.7.1 MCRP ASR Providers ....................................................................................................................... 56
4.7.2 MCRP ASR Servers........................................................................................................................... 56
4.7.3 MCRP ASR Dialog Group ................................................................................................................. 57
4.8 MCRP TTS ............................................................................................................................................... 57
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4.8.1 MCRP TTS Providers ........................................................................................................................ 57
4.8.2 MCRP TTS Servers ........................................................................................................................... 57
4.8.3 MCRP TTS Default Gender .............................................................................................................. 58
5 Tools .............................................................................................................................................................. 58
5.1 Historical Reporting ............................................................................................................................... 58
5.1.1 Database Server Configuration ....................................................................................................... 58
5.1.2 Purge Schedule Configuration ........................................................................................................ 58
6 Command Line objects.................................................................................................................................. 59
6.1 Show status ............................................................................................................................................ 59
6.2 Show hardware ...................................................................................................................................... 59
6.3 Show network eth0 ................................................................................................................................ 60
6.4 Show version active ............................................................................................................................... 60
6.5 Show version inactive ............................................................................................................................ 60
6.6 Show timezone config ............................................................................................................................ 60
6.7 Show stats io .......................................................................................................................................... 60
7 Script Files ..................................................................................................................................................... 60
7.1 ScriptAllSteps.aef ................................................................................................................................... 60
7.2 SF1__SSF1__Collect_Digits.aef .............................................................................................................. 64
7.3 SF1__SSF1__Visible_Queuing.aef .......................................................................................................... 65
7.4 New Folder__Outbound_Voice_Browser.aef ........................................................................................ 65
7.5 New Folder__Voice_Browser.aef .......................................................................................................... 66
7.6 New Folder__FolderX__Remote_Monitoring.aef ................................................................................. 66
7.7 New Folder__FolderX__Simple_Queuing.aef........................................................................................ 71
7.8 folder1__aa.aef ...................................................................................................................................... 71
7.9 folder1__BasicQ.aef ............................................................................................................................... 76
7.10 folder1__icd.aef ................................................................................................................................... 76
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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, contact-center-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 Summary
Report date
3/15/2011 4:08:27 PM
Report generated for
Customer
Description
As-Built Documentation for project
UCCX version
8.5.1.10000-11
UCCX IP
10.5.1.87
Report Tool version
8.5c / 14032011
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Report Tool License
Demo
Visual style
Blu Light.css
Report Content
custom.content
Template HTML
UCCXreportTemplate.htm
Template Word
Bars_Phones_Green_Blue.doc
2 System
The System menu of the Unified CCX Administration system provides options for performing systemrelated tasks. Depending on the product package you purchased, the System menu contains some or
all of the following menu options:




Server
System Parameters
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
UCCX85
2
10.5.1.22
3
MAC Address
Description
this is uccx85 description 2
001122334455
this is 10.5.1.22
2.2 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*
Euro [EUR]
Australian Dollar
Media Parameters - Codec
G711
G711
Media Parameters - Recording Count*
3
0
Media Parameters - Default TTS Provider
< NONE >
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 HR session licenses*
2
0
Application Parameters - Number of Outbound seats*
25
System Ports Parameters - RMI Port*
6999
6999
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Configuration Report
System Parameters Configuration
Parameter Name
Parameter Value
Suggested Value
System Ports Parameters - RmCm TCP Port*
12028
12028
System Ports Parameters - Master Listener TCP Port*
1994
1994
2.3 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)
50
Cisco Unified CCX Maximum Agents
400
2.4 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:
Language Configuration
Default Language*
English (Australia) [en_AU]
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.
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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
AA1
0
Cisco Script Application
3
Y
RNA_1
2
Ring-No-Answer
432
N
Busy 1
1
Busy
5
Y
busy test
3
Busy
10
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
icd.aef
../folder1/
10.00 KB
2010-12-10 22:36:51.698
crsadmin
aa.aef
../folder1/
92.00 KB
2010-12-21 10:39:53.152
crsadmin
BasicQ.aef
../folder1/
10.00 KB
2010-12-10 22:37:21.644
crsadmin
Collect_Digits.aef
../SF1/SSF1/
10.00 KB
2010-12-28 11:44:07.072
crsadmin
Visible_Queuing.aef
../SF1/SSF1/
14.00 KB
2010-12-28 11:44:16.852
crsadmin
Voice_Browser.aef
../New Folder/
7.00 KB
2010-12-28 11:43:29.813
crsadmin
Outbound_Voice_Browser.aef
../New Folder/
15.00 KB
2010-12-28 11:43:41.462
crsadmin
Remote_Monitoring.aef
../New Folder/FolderX/
95.00 KB
2010-12-28 11:43:05.647
crsadmin
Simple_Queuing.aef
../New Folder/FolderX/
10.00 KB
2010-12-28 11:43:11.214
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.
The following prompts are present:
Prompt Management
Name
Path
Size
Date Modified
Modified By
continue_enter_number.wav
../en/
14.00 KB
2010-12-11 00:03:31.684
crsadmin
did_not_hear_name.wav
../en/
20.00 KB
2010-12-11 00:03:39.461
crsadmin
Finished.wav
../en/
14.00 KB
2010-12-11 00:03:44.709
crsadmin
Goodbye.wav
../en/
6.00 KB
2010-12-11 00:03:48.423
crsadmin
continue_enter_number.wav
../default/
14.00 KB
2010-12-31 09:56:00.941
crsadmin
Finished.wav
../default/
14.00 KB
2010-12-31 09:56:07.968
crsadmin
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Configuration Report
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
Real-Time_Monitoring_Tool_8.7_InstallLog.log
../default/classpath/
4.00 KB
2010-12-14 10:40:07.822
crsadmin
Book1.xlsx
../en_US/test/test2/
12.00 KB
2010-12-25 17:42:27.877
crsadmin
sqljdbc4.jar
../edbsdefault/
525.00 KB
2010-12-27 13:54:54.186
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)
Outbound Campaigns [Premium license required]
Database [Premium license required]
HTTP [Premium license required]
Cisco Media
MCRP ASR (Automatic Speach Recognition) [Premium license required]
MCRP TTS (Text To Sepach) [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 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.
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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
10.5.1.85
Secondary Cisco Unified CM Telephony Provider
10.5.1.2
User Prefix
crstsp_2
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 0
Group ID
0
Details
Group Information
Description
Unified CM Telephony Group #0
Number Of CTI Ports
2
Group Type
Inbound
Directory Number Information
Device Name Prefix*
CCG0
Starting Directory Number*
7000
List of CTI Ports
CCG0_7000,CCG0_7001
Device Pool
Default
DN Calling Search Space
None
Location
Hub_None
Partition
None
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4.1.2.2 CUCM Call Control Group ID 0
CTI Port
Phone
CCG0_7000
Phone Base settings
Lines
Model
CTI Port
#
Extension Partition CSS
Description
Unified CM
Telephony Group
#0-1
Line
1
7000
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Linetext Alerting
Name
External
Mask
Pickup
Grp
< None > < None >
max/busy VM
Profile
CF All
CF Busy
CF
NoAnswer
2/1
/
< 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
CCG0_7001
Softkey Template
< None >
Model
CTI Port
#
Extension Partition CSS
Description
Unified CM
Telephony Group
#0-1
Line
1
7001
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
< None > < None >
Linetext Alerting
Name
External
Mask
Pickup
Grp
< None >
CFNA
[secs]
AAR Group
Button Template
Softkey Template
< None >
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4.1.2.3 UCCX Call Control Group ID 1
Group ID
1
Details
Group Information
Description
Unified CM Telephony Group #1
Number Of CTI Ports
33
Group Type
Inbound
Directory Number Information
Device Name Prefix*
223
Starting Directory Number*
424
List of CTI Ports
223_424,223_425,223_426,223_427,223_428,223_429,223_430,223_
431,223_432,223_433,223_434,223_435,223_436,223_437,223_438,
223_439,223_440,223_441,223_442,223_443,223_444,223_445,223_
446,223_447,223_448,223_449,223_450,223_451,223_452,223_453,
223_454,223_455,223_456
Device Pool
Default
DN Calling Search Space
None
Location
Hub_None
Partition
None
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4.1.2.4 CUCM Call Control Group ID 1
CTI Port
Phone
223_424
Phone Base settings
Lines
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 424
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
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 >
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_425
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 425
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_426
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 426
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
442776
Pickup
Grp
NoVoiceMail
CFNA
[secs]
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CTI Port
Phone
Phone Base settings
Lines
MRGL
< None >
Location
Hub_None
AAR Group
Button Template
223_427
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 427
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
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 >
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_428
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 428
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_429
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 429
1
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
442776
Pickup
Grp
NoVoiceMail
CFNA
[secs]
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CTI Port
Phone
Phone Base settings
Lines
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
AAR Group
Button Template
223_430
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 430
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
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 >
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_431
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 431
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
442776
Pickup
Grp
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
Softkey Template
< None >
Page 15 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
223_432
Phone Base settings
Lines
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 432
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
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 >
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_433
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 433
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_434
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 434
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
442776
Pickup
Grp
NoVoiceMail
CFNA
[secs]
Page 16 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
AAR Group
Button Template
223_435
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 435
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
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 >
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_436
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 436
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_437
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 437
1
Protocol
SCCP
Device Pool
Default
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
442776
Pickup
Grp
NoVoiceMail
CFNA
[secs]
Page 17 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
CSS
< None >
MRGL
< None >
Location
Hub_None
AAR Group
Button Template
223_438
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 438
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
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 >
CF All
CF Busy
CF
NoAnswer
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_439
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 439
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_440
Softkey Template
< None >
Model
CTI Port
Description
Unified CM
#
Extension Partition
CSS
Linetext Alerting
Name
External
Mask
Pickup
Grp
max/busy VM Profile
CFNA
[secs]
Page 18 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
Telephony Group #11
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Line 440
1
< None > < None > 442776
442776
4/2
NoVoiceMail
/
< 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 >
AAR Group
Button Template
223_441
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 441
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_442
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 442
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
442776
Pickup
Grp
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
Page 19 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
223_443
Phone Base settings
Lines
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 443
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
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 >
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_444
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 444
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_445
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 445
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
442776
Pickup
Grp
NoVoiceMail
CFNA
[secs]
Page 20 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Location
Lines
Hub_None
AAR Group
Button Template
223_446
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 446
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
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 >
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_447
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 447
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_448
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 448
1
Protocol
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
442776
Pickup
Grp
NoVoiceMail
CFNA
[secs]
SCCP
Page 21 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
AAR Group
Button Template
223_449
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 449
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
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 >
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_450
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 450
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
442776
Pickup
Grp
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
Softkey Template
< None >
Page 22 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
223_451
Phone Base settings
Lines
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 451
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
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 >
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_452
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 452
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_453
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 453
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
442776
Pickup
Grp
NoVoiceMail
CFNA
[secs]
Page 23 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
AAR Group
Button Template
223_454
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 454
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
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 >
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_455
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 455
1
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Hub_None
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
Pickup
Grp
442776
NoVoiceMail
CFNA
[secs]
AAR Group
Button Template
223_456
Softkey Template
< None >
Model
CTI Port
#
Description
Unified CM
Telephony Group #11
Line 456
1
Protocol
SCCP
Device Pool
Default
Extension Partition
CSS
Linetext Alerting
Name
< None > < None > 442776
External
Mask
442776
Pickup
Grp
NoVoiceMail
CFNA
[secs]
Page 24 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
CSS
< None >
MRGL
< None >
Location
Hub_None
AAR Group
Button Template
Softkey Template
< None >
Page 25 of 77
Cisco Unified Contact Center Express Server
Configuration Report
4.1.2.5 UCCX Call Control Group ID 2
Group ID
2
Details
Group Information
Description
Unified CM Telephony Group #2
Number Of CTI Ports
44
Group Type
Inbound
Directory Number Information
Device Name Prefix*
asd2
Starting Directory Number*
233
List of CTI Ports
asd2_233,asd2_234,asd2_235,asd2_236,asd2_237,asd2_238,asd2_2
39,asd2_240,asd2_241,asd2_242,asd2_243,asd2_244,asd2_245,asd
2_246,asd2_247,asd2_248,asd2_249,asd2_250,asd2_251,asd2_252,
asd2_253,asd2_254,asd2_255,asd2_256,asd2_257,asd2_258,asd2_2
59,asd2_260,asd2_261,asd2_262,asd2_263,asd2_264,asd2_265,asd
2_266,asd2_267,asd2_268,asd2_269,asd2_270,asd2_271,asd2_272,
asd2_273,asd2_274,asd2_275,asd2_276
Device Pool
Default
DN Calling Search Space
None
Location
Phantom
Partition
None
Page 26 of 77
Cisco Unified Contact Center Express Server
Configuration Report
4.1.2.6 CUCM Call Control Group ID 2
CTI Port
Phone
asd2_233
Phone Base settings
Lines
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
233
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
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 >
Default
CFNA
[secs]
AAR Group
Button Template
asd2_234
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
234
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
Default
CFNA
[secs]
AAR Group
Button Template
asd2_235
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
235
Protocol
SCCP
Device Pool
Default
CSS
< None >
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
23XX
Pickup
Grp
Default
CFNA
[secs]
Page 27 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
MRGL
< None >
Location
Phantom
AAR Group
Button Template
asd2_236
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
236
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
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 >
Default
CFNA
[secs]
AAR Group
Button Template
asd2_237
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
237
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
Default
CFNA
[secs]
AAR Group
Button Template
asd2_238
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
238
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
23XX
Pickup
Grp
Default
CFNA
[secs]
Page 28 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
AAR Group
Button Template
asd2_239
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
239
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
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 >
Default
CFNA
[secs]
AAR Group
Button Template
asd2_240
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
240
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
23XX
Pickup
Grp
Default
CFNA
[secs]
AAR Group
Button Template
Softkey Template
< None >
Page 29 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
asd2_241
Phone Base settings
Lines
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
241
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
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 >
Default
CFNA
[secs]
AAR Group
Button Template
asd2_242
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
242
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
Default
CFNA
[secs]
AAR Group
Button Template
asd2_243
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
243
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
23XX
Pickup
Grp
Default
CFNA
[secs]
Page 30 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
AAR Group
Button Template
asd2_244
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
244
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
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 >
Default
CFNA
[secs]
AAR Group
Button Template
asd2_245
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
245
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
Default
CFNA
[secs]
AAR Group
Button Template
asd2_246
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
246
Protocol
SCCP
Device Pool
Default
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
23XX
Pickup
Grp
Default
CFNA
[secs]
Page 31 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
CSS
< None >
MRGL
< None >
Location
Phantom
AAR Group
Button Template
asd2_247
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
247
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
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 >
CF All
CF Busy
CF
NoAnswer
Default
CFNA
[secs]
AAR Group
Button Template
asd2_248
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
248
#
Extension Partition
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
Default
CFNA
[secs]
AAR Group
Button Template
asd2_249
Softkey Template
< None >
Model
CTI Port
Description
Unified CM
CSS
Linetext Alerting
Name
External
Mask
Pickup
Grp
max/busy VM
Profile
CFNA
[secs]
Page 32 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
Telephony Group #21
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
Line
1
249
< None > < None > 23XX
23XX
4/2
Default
/
< 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 >
AAR Group
Button Template
asd2_250
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
250
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
Default
CFNA
[secs]
AAR Group
Button Template
asd2_251
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
251
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
23XX
Pickup
Grp
Default
CFNA
[secs]
AAR Group
Button Template
Page 33 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
asd2_252
Phone Base settings
Lines
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
252
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
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 >
Default
CFNA
[secs]
AAR Group
Button Template
asd2_253
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
253
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
Default
CFNA
[secs]
AAR Group
Button Template
asd2_254
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
254
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
23XX
Pickup
Grp
Default
CFNA
[secs]
Page 34 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Location
Lines
Phantom
AAR Group
Button Template
asd2_255
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
255
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
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 >
Default
CFNA
[secs]
AAR Group
Button Template
asd2_256
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
256
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
Default
CFNA
[secs]
AAR Group
Button Template
asd2_257
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
257
Protocol
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
23XX
Pickup
Grp
Default
CFNA
[secs]
SCCP
Page 35 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
AAR Group
Button Template
asd2_258
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
258
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
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 >
Default
CFNA
[secs]
AAR Group
Button Template
asd2_259
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
259
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
23XX
Pickup
Grp
Default
CFNA
[secs]
AAR Group
Button Template
Softkey Template
< None >
Page 36 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
asd2_260
Phone Base settings
Lines
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
260
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
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 >
Default
CFNA
[secs]
AAR Group
Button Template
asd2_261
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
261
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
Default
CFNA
[secs]
AAR Group
Button Template
asd2_262
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
262
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
23XX
Pickup
Grp
Default
CFNA
[secs]
Page 37 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
AAR Group
Button Template
asd2_263
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
263
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
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 >
Default
CFNA
[secs]
AAR Group
Button Template
asd2_264
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
264
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
Default
CFNA
[secs]
AAR Group
Button Template
asd2_265
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
265
Protocol
SCCP
Device Pool
Default
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
23XX
Pickup
Grp
Default
CFNA
[secs]
Page 38 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
CSS
< None >
MRGL
< None >
Location
Phantom
AAR Group
Button Template
asd2_266
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
266
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
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 >
CF All
CF Busy
CF
NoAnswer
Default
CFNA
[secs]
AAR Group
Button Template
asd2_267
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
267
#
Extension Partition
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
Default
CFNA
[secs]
AAR Group
Button Template
asd2_268
Softkey Template
< None >
Model
CTI Port
Description
Unified CM
CSS
Linetext Alerting
Name
External
Mask
Pickup
Grp
max/busy VM
Profile
CFNA
[secs]
Page 39 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
Telephony Group #21
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
Line
1
268
< None > < None > 23XX
23XX
4/2
Default
/
< 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 >
AAR Group
Button Template
asd2_269
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
269
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
Default
CFNA
[secs]
AAR Group
Button Template
asd2_270
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
270
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
23XX
Pickup
Grp
Default
CFNA
[secs]
AAR Group
Button Template
Page 40 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
asd2_271
Phone Base settings
Lines
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
271
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
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 >
Default
CFNA
[secs]
AAR Group
Button Template
asd2_272
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
272
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
Default
CFNA
[secs]
AAR Group
Button Template
asd2_273
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
273
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
23XX
Pickup
Grp
Default
CFNA
[secs]
Page 41 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Location
Lines
Phantom
AAR Group
Button Template
asd2_274
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
274
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
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 >
Default
CFNA
[secs]
AAR Group
Button Template
asd2_275
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
275
Protocol
SCCP
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
Pickup
Grp
23XX
Default
CFNA
[secs]
AAR Group
Button Template
asd2_276
Softkey Template
< None >
Model
CTI Port
#
Extension Partition
Description
Unified CM
Telephony Group #21
Line
1
276
Protocol
CSS
Linetext Alerting
Name
< None > < None > 23XX
External
Mask
23XX
Pickup
Grp
Default
CFNA
[secs]
SCCP
Page 42 of 77
Cisco Unified Contact Center Express Server
Configuration Report
CTI Port
Phone
Phone Base settings
Lines
Device Pool
Default
CSS
< None >
MRGL
< None >
Location
Phantom
AAR Group
Button Template
Softkey Template
< None >
Page 43 of 77
Cisco Unified Contact Center Express Server
Configuration Report
4.1.2.7 UCCX Call Control Group ID 3
Group ID
3
Details
Group Information
Description
Unified CM Telephony Group #3
Number Of CTI Ports
2
Group Type
Inbound
Directory Number Information
Device Name Prefix*
CCG
Starting Directory Number*
4000
List of CTI Ports
CCG_4000,CCG_4001
Device Pool
DPool1
DN Calling Search Space
None
Location
Hub_None
Partition
None
Page 44 of 77
Cisco Unified Contact Center Express Server
Configuration Report
4.1.2.8 CUCM Call Control Group ID 3
CTI Port
Phone
CCG_4000
Phone Base settings
Lines
Model
CTI Port
#
Extension Partition CSS
Description
Unified CM
Telephony Group
#3-1
Line
1
4000
Protocol
SCCP
Device Pool
DPool1
CSS
< None >
MRGL
< None >
Location
Hub_None
Linetext Alerting
Name
External
Mask
Pickup
Grp
< 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
CCG_4001
Softkey Template
< None >
Model
CTI Port
#
Extension Partition CSS
Description
Unified CM
Telephony Group
#3-1
Line
1
4001
Protocol
SCCP
Device Pool
DPool1
CSS
< None >
MRGL
< None >
Location
Hub_None
< None > < None >
Linetext Alerting
Name
External
Mask
Pickup
Grp
< None >
CFNA
[secs]
AAR Group
Button Template
Softkey Template
< None >
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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 4455
Route Point
4455
Details
Directory Information
Directory Number
4455
Trigger Information
Language
en_AU
Application Name
RNA_1
Description
Cisco JTAPI Trigger
Advanced Trigger Information
Enabled
Y
Maximum Number Of Sessions
432
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
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4.1.3.2 CUCM Trigger Route Point 4455
CTI Route Point
Name Base settings
D_11
Details
Description
D_11 Description
Device Pool
Default
Common Device
Configuration
< None >
# Extension Partition
CSS
1 4455
< None >
< None >
Linetext Alerting
Name
External
Mask
Pickup
Grp
max/busy
VM Profile CF All
10000/10000
< None >
CF Busy
CF
NoAnswer
CFNA
[secs]
/ < None > / < None > / < None >
Calling Search Space < None >
Location
Hub_None
User Locale
< None >
MRGL
< None >
Network MOH Audio
Source
< None >
User MOH Audio
Source
< None >
Use Trusted Relay
Point
Default
Calling Party
Transformation CSS
< None >
Use DP Calling Party Y
Trans. CSS
Geolocation
< None >
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4.1.3.3 UCCX Trigger Route Point 6000
Route Point
6000
Details
Directory Information
Directory Number
6000
Trigger Information
Language
en_AU
Application Name
Busy 1
Description
Cisco JTAPI Trigger
Advanced Trigger Information
Enabled
Y
Maximum Number Of Sessions
5
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
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4.1.3.4 CUCM Trigger Route Point 6000
CTI Route Point
Name
CRP6000_AA
Base settings
Details
Description
AA 6000
Device Pool
Default
Common Device
Configuration
< None >
Calling Search
Space
< None >
Location
Hub_None
User Locale
< None >
MRGL
< None >
# Extension Partition CSS
1 6000
< None > < None >
Linetext Alerting
Name
External
Mask
Pickup
Grp
max/busy
VM
Profile
10000/10000 < None >
CF All
CF Busy
CF
NoAnswer
/
< None >
/
< None >
/ < None >
CFNA
[secs]
Network MOH Audio < None >
Source
User MOH Audio
Source
< None >
Use Trusted Relay
Point
Default
Calling Party
< None >
Transformation CSS
Use DP Calling
Party Trans. CSS
Y
Geolocation
< None >
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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)
100
Enable Queue Stats:
N
Queue Size Threshold
25
CTI Request Timeout (sec)
30
Provider Open Request Timeout (sec)
200
Provider Retry Interval (sec)
30
Server Heartbeat Interval (sec)
35
Route Select Timeout (ms)
3500
Post Condition Timeout
20
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 Premoium 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
Skill_Cooking 2
CRS
Skill_Engineering
CRS
Sklll_Cleaning 2
CRS
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
Resource Information
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Resources List
Resource Name
Resource Information
CRS
Resources
Resource ID
crsuser1
IPCC Extension
5001
Resource Group
RG_2
Automatic Available
Y
Assigned Skills
Team
User2 CRS
Assigned Skills
Skill Name
Competence Level
Skill_Cooking 2
1
Skill_Engineering
5
Sklll_Cleaning 2
7
Default
Resources
Resource ID
crsuser2
IPCC Extension
1000
Resource Group
null
Automatic Available
Y
Assigned Skills
< No records found >
Team
Default
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
RG_1
RG_2
CRS
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
CSQ_12
Details
Contact Service Queue
Contact Service Queue Type
Voice
Contact Queuing Criteria
FIFO
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Contact Service Queues
Name
CSQ_14
Details
Automatic Work
N
Wrapup Time
Y 1 Second(s)
Resource Pool Selection Model
Resource Skills
Service Level
5
Service Level Percentage
70
Resource Selection Criteria
Longest Available
Required Skills
Skill_Engineering(2),
Sklll_Cleaning 2(3)
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
Service Level Percentage
70
Resource Selection Criteria
Longest Available
Resource Group name
RG_1
Assigned Resources
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
10.5.1.85
Secondary RmCm Provider
10.5.1.2
User ID
crsrm2
4.2.6 Agent Based Routing Settings
Use the Agent Based Routing Settings area of the Unified CCX Configuration web page to configure Automatic W ork
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.
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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.
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
Default
Details
Team Configuration
Primary Supervisor
CRS
Secondary Supervisors
Team1
Assigned Resources
CRS
User2 CRS
Assigned CSQs
CSQ_14
Team Configuration
Primary Supervisor
NONE
Secondary Supervisors
CRS
Assigned Resources
Assigned CSQs
CSQ_12
4.3 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:
Ports List
Group ID
1
2
0
3
Details
Group Information
Description
CMT Auto#0
Maximum Number Of Channels
2
Group Information
Description
CMT Auto#1
Maximum Number Of Channels
33
Group Information
Description
Default
Maximum Number Of Channels
50
Group Information
Description
Cisco Media Group #3
Maximum Number Of Channels
5
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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
4.4.1 General Configuration
General Outbound properties refer to the settings information that is common for all the campaigns.
The following lists the settings for the general properties of outbound campaigns:
General Configuration
Start Time
8:00AM
End Time
9:00PM
Preview Call Timeout* (seconds)
60
Dialing Prefix
Long Distance Prefix
International Prefix
Local Area Code
Do Not Remove Local Area Code When Dialing
N
Assigned CSQs
CSQ_14(10)
% of Logged in Agents for Outbound
10
4.4.2 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
Campaign Name
231
Details
Parameter Name and Value
Enabled
0
Description
rwar
Start Time
960
End Time
1740
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
CSQ_14
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.
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This section contains the following chapters:
 Data Source
 Database Parameters
4.5.1 Database DataSources
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:
DataSources
Datasource Name*
test
User Name*
test
Maximum Number of Connections*
10
Driver*
net.sourceforge.jtds.jdbc.Driver
JDBC URL*
asdasd
Datasource Name*
wer
User Name*
wer
Maximum Number of Connections*
43
Driver*
net.sourceforge.jtds.jdbc.Driver
JDBC URL*
3124
4.5.2 Database 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
4.6 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 Settings
/www.test.com
Settings
Language*
English (Australia) [en_AU]
Application Name*
AA1
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/test3.com
/www.test3.com
Maximum Number Of Sessions*
4
Idle Timeout (in ms)*
1000
Enabled*
"No"
Settings
Language*
English [en]
Application Name*
RNA_1
Maximum Number Of Sessions*
43
Idle Timeout (in ms)*
1000
Enabled*
"No"
Settings
Language*
English (Australia) [en_AU]
Application Name*
RNA_1
Maximum Number Of Sessions*
123
Idle Timeout (in ms)*
1000
Enabled*
"Yes"
4.7 MCRP 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.
4.7.1 MCRP 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
Provider Name*
Provider0
Number Of Provider Licenses*
35
Grammar Variant*
OSR 3.1.x
Status
UNKNOWN
Provider Name*
Provider2
Number Of Provider Licenses*
3
Grammar Variant*
OSR 3.1.x
Status
UNKNOWN
4.7.2 MCRP 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
Server Name*
wer
Provider Name*
Provider0
Port Number*
4900
Enabled Languages*
Languages
Afar
Y
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Avestan
Status
Y
UNREACHABLE
4.7.3 MCRP ASR Dialog Group
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
Group ID*
4
Description*
dialog group
Number Of Provider Licenses
35
Number Of Licensed IVR Ports
50
Maximum Number Of sessions*
15
Provider Name
Provider0
Enabled Languages*
Languages
Afar
Y
4.8 MCRP 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
4.8.1 MCRP 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
UNKNOWN
Nuance Vocalizer 4.0
UNKNOWN
4.8.2 MCRP 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
Server Name
test
Provider Name
IBM WebSphere Voice Server V5.1.3
Port Number
554
Enabled Languages
Language Gender
Afar
Male
N
Female
Y
Neutral
N
Avestan
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Male
Y
Female
Y
Neutral
Y
Arabic
Male
N
Female
Y
Neutral
N
Arabic (Western Sahara)
Male
N
Female
Y
Neutral
N
4.8.3 MCRP TTS Default Gender
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
aa
N
N
Y
IBM WebSphere Voice Server V5.1.3
ae
Y
N
N
IBM WebSphere Voice Server V5.1.3
ar
N
N
Y
IBM WebSphere Voice Server V5.1.3
ar_EH
N
N
Y
Nuance Vocalizer 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
 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
UCCX85*
Max DB Connections for Report CLient Sessions
5
5.1.2 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,
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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
13:00
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 Command Line objects
This section contains status and configuration objects obtained via the command line.







show status
show hardware
show network eth0
show version active
show version inactive
show timezone config
show stats io
6.1 Show status
show status
Host Name : UCCX85
Date : Sat Dec 25, 2010 19:38:33
Time Zone : Pacific Standard Time (America/Los_Angeles)
Locale : en_US.UTF-8
Product Ver : 8.5.1.10000-11
OS Ver : 4.0.0.0-44
License MAC : 21089b345366
Uptime:
19:38:34 up 4:18, 3 users, load average: 0.41, 0.23, 0.11
CPU Idle: 89.11% System: 07.92% User: 02.97%
IOWAIT: 00.00% IRQ: 00.00% Soft: 00.00% Intr/sec: 352.48
Memory Total: 2074860K
Free: 27328K
Used: 2047532K
Cached: 794576K
Shared: 0K
Buffers: 16956K
Total Free Used
Disk/active 29719992K 18933000K 10485052K (36%)
Disk/inactive 29720020K 28132024K 78288K (1%)
Disk/logging 103415676K 54402428K 43759996K (45%)
6.2 Show hardware
show hardware
HW Platform : VMware Virtual Machine
Processors : 1
Type : Intel(R) Core(TM) i7 CPU 950 @ 3.07GHz
CPU Speed : 3070
Memory : 2048 MBytes
Object ID : VMware
OS Version : UCOS 4.0.0.0-44
Serial Number : VMware-56 4d 5d 74 aa 15 8a b6-f5 62 07 b4 fa f2 b1 98
RAID Version :
No RAID information found.
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show hardware
BIOS Information :
PhoenixTechnologiesLTD 6.00 09/22/2009
RAID Details :
No RAID information found.
6.3 Show network eth0
show network eth0
Ethernet 0
DHCP : disabled Status : up
IP Address : 10.5.1.87 IP Mask : 255.255.255.000
Link Detected: yes Mode : Auto enabled, Full, 1000 Mbits/s
Duplicate IP : no
DNS
Not configured.
Gateway : 10.5.1.1 on Ethernet 0
6.4 Show version active
show version active
Active Master Version: 8.5.1.10000-11
Active Version Installed Software Options:
No Installed Software Options Found.
6.5 Show version inactive
show version inactive
No Inactive side available
6.6 Show timezone config
show timezone config
Current timezone: Pacific Standard Time (America/Los_Angeles)
Timezone version: 2010i
6.7 Show stats io
show stats io
avg-cpu: %user %nice %sys %iowait %idle
21.18 0.34 6.64 2.00 69.83
Device: tps Blk_read/s Blk_wrtn/s Blk_read Blk_wrtn
sda 57.73 78.45 1497.73 1218296 23258938
sda1 2.75 66.27 23.21 1029142 360420
sda2 0.01 0.29 0.02 4502 296
sda3 0.01 0.10 0.00 1498 22
sda5 0.07 1.54 9.20 23896 142800
sda6 54.89 10.25 1465.31 159226 22755400
7 Script Files
7.1 ScriptAllSteps.aef
Start
/*All Editor Steps*/
Call Subflow
Day of Week
Decrement
Delay
Do
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If
True
Increment COunter
False
LABEL0:
On Exception Clear
On Exception Goto
Set
Switch
Default
Call Consult Transfer
Successful
Call Hold (--Triggering Contact--)
Busy
Get Enterprise Call Info
Get Call Contact Info
Call Redirect
Successful
Busy
Invalid
Unsuccessful
Invalid
Set Enterprise Call Info
Call Unhold (--Triggering Contact--)
Timeout
Unsuccessful
Time of Day
Connection 1
Get Trigger Info
Connection 2
Trigger Application
Successful
Attach To eMail
Successful
Unsuccessful
Create eMail
NotFound
Send eMail
Successful
Unsuccessful
Invalid
Disabled
MaxSessions
Timeout
Unsuccessful
Connection 3
Get Session
Get Session Info
Session Mapping
Set Session Info
Connection 4
COunter = Get Contact Info (--Triggering Contact--, Identifier)
Accept (--Triggering Contact--)
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Reject (--Triggering Contact--)
Set Contact Info (--Triggering Contact--)
The Rest
Terminate (--Triggering Contact--)
/*HTTP Contact */
Get Http Contact Info
Http Forward
Http Include
Http Redirect
Send Http Response
Set Http Contact Info
/*Media*/
Explicit Confirmation
Yes
Extended Get Digit String
Successful
Timeout
Unsuccessful
Extended Play Prompt
No
Get Digit String
Successful
Implicit Confirmation
No
Yes
Recording
Successful
Unsuccessful
Menu
Timeout
Name To User
Successful
Timeout
Unsuccessful
Operator
Send Digit String
Simple Recognition
Timeout
Unsuccessful
Voice Browser
Generic Recognition (contact: --Triggering Contact--, , )
Successful
Get Recognition Result Info : (resultName: , resultIndex:)
Successful
Timeout
Get Recognition Interpretation : (resultName: , resultIndex:, interpretationIndex:)
Successful
Unsuccessful
Unsuccessful
Play Prompt
Timeout
Unsuccessful
Timeout
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/*User Steps*/
Authenticate User
Success
Unsuccessful
Get User
Successful
Set User Info
Success
Unsuccessful
Unsuccessful
Get User Info
Unsuccessful
/*Prompt Steps*/
Create Conditional Prompt
Create Container Prompt
Create Generated Prompt
Create Language Prompt
Create TTS Prompt
Upload Prompt
Successful
/*Grammar Steps*/
Create Language Grammar
Create Menu Grammar
Upload Grammar
Successful
Unsuccessful
Unsuccessful
/*Document Steps*/
Cache Document
Create File Document
Create URL Document
Create XML Document
Get XML Document Data
Keyword Transform Document
Upload Document
Successful
XSL Transform Document
Unsuccessful
Write Document
Switch int ( COunter )
one
/*Database Steps*/
DB Get : resource:
Successful
No Data
SQL Error
DB Read : resource: , database:
Successful
DB Write : resource: , database:
Successful
Connection Not Available
SQL Error
Connection Not Available
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SQL Error
DB Release : resource:
Two
/*ACD Steps*/
Connect
Connected
Create CSQ Prompt
Successful
Request Route
Selected
Failed
Select Resource
Connected
Queued
Set Priority
Start Monitor
WaitForCall
Monitor
NotAnswered
Error
Done
Stop Monitor (--Triggering Contact--)
Success
Set ICM Result
Create Remote Java Object
Fail
Unsuccessful
Invalid CSQ ID
Get Reporting Statistic
Failed
Dequeue
Three
/*Add Comment*/
Four
/*Add Comment*/
Default
End
Script Variables
Name
COunter
Type
int
Value
5
Attributes
null
7.2 SF1__SSF1__Collect_Digits.aef
Start Collect Digits Template
Accept (--Triggering Contact--)
acctno = Get Digit String (--Triggering Contact--)
Successful
Set Enterprise Call Info (--Triggering Contact--)
Timeout
/*CED will be empty and let ICM handles the error.*/
Unsuccessful
/*CED will be empty and let ICM handles the error.*/
End
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Script Variables
Name
acctno
Type
String
Value
Attributes
""
null
7.3 SF1__SSF1__Visible_Queuing.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
Type
WaitTime
int
Value
0
Attributes
null
7.4 New Folder__Outbound_Voice_Browser.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
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destPhoneNo
String
"1000"
null
callerURI
String
"http://localhost:8080/aCallerScript.vxml"
null
VxmlResponse
String
"N/A"
null
DEFAULT_DOC_VER3
Document DOC[]
null
7.5 New Folder__Voice_Browser.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
uri
Name
String
Type
""
Value
Attributes
Parameter
DEFAULT_DOC_VER3
Document
DOC[]
null
7.6 New Folder__FolderX__Remote_Monitoring.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])
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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
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
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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
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 = ""
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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:
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
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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
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
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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
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
7.7 New Folder__FolderX__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
Name
resourceID
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
7.8 folder1__aa.aef
Start Auto Attendant Template
Accept (--Triggering Contact--)
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/*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)
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
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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)
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)
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/*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)
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
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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
Name
welcomePrompt
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
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
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ttsPrompt
Prompt
P[]
null
7.9 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
7.10 folder1__icd.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
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