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

2 System

The System menu of the Unified CCX Administration system provides options for performing system-related tasks. Depending on the product package you purchased, the System menu contains some or all of the following menu options:

• Server
• System Parameters
• Recording Configuration (for UCCX versions 10 and later)
• License Information
• Language Information

2.1 Server

This section list the servers in the cluster. Each server information includes Host Name(IP Address), MAC Address, and description of the server.

The following servers are configured in the cluster:

2.2 Services

The following services are present on this server:

2.3 System Parameters

The system parameter section defines the number of historical reporting clients, the recording count, port settings, the default session timeout, and codec.

The following system parameters are configured in the cluster:

2.4 License Information

Cisco Unified Contact Center Express is provided in three versions: Standard, Enhanced, and Premium licensing packages.The uploaded licenses define the feature set for a Unified CCX system and the subsystems available in the configuration.

The following licenses are available in the cluster:

2.5 Standalone CUIC Configuration

Cisco Unified Intelligence Center is a comprehensive, end-to-end reporting solution designed to make the task of creating reports easier for the user.

The core reporting component of Unified Intelligence Center is bundled with Unified CCX.

The following CUIC server is configured:

2.6 Language Information

The Languages configuration settings are used to enable and configure languages to be used with Cisco Unified Contact Center Express CAD and CSD. Enabling a language allows it to be used to play prompts and grammars through Cisco Unified IP IVR.

The following languages configuration settings have been configured:

3 Applications

The process of configuring Cisco script applications includes uploading Unified CCX scripts and pre-recorded 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
• AAR Management (missing in report)
• Calendar Management (UCCX v12 and later)

3.1 Application Management

Cisco script applications are based on scripts that you must upload to the repository and make available to the Unified CCX system.

A Cisco application has one or more triggers so that the application can respond to Unified CM and Unified CME Telephony calls and HTTP requests.

Triggers are specified signals that invoke application scripts in response to incoming contacts. The Unified CCX system uses Unified CM/Unified CME Telephony triggers to trigger responses to telephone calls and HTTP triggers to respond to HTTP requests.

The following applications are present:

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:

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:

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:

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:

3.6 Calendar Management

The Calendar Management section configures calendars to schedule business hours such as start and end time for business days, special days, and holidays. Calendars can be assigned to one or multiple supervisors or can be accessed by the Calendar Step in scripts.

• Calendar Management: Administrators can create calendars, configure business hours, special days, and holidays. Administrators can associate calendars with chat widget by using Chat Widget Configuration. Administrators can assign the calendars to supervisors so that supervisors can manage the calendars.
• Calendar Step: The calendars that are created in Unified CCX can be included in a script by using the Calendar Step in the Unified CCX Editor.

The following Calendars are configured:

4 Subsystems

The Subsystems menu of the Unified CCX Administration web interface provides access to the subsystems that are licensed for your Unified CCX system.

The Unified CCX system uses subsystems for communicating with other services. Depending on the Unified CCX package you have installed, the Subsystems menu may vary.

This section contains the following chapters:

• CUCM Telephony
• RmCm (Resource Management)
• Chat (for UCCX versions 10 and later)
• Outbound Campaigns [Premium license required]
• Database [Premium license required]
• HTTP [Premium license required]
• Email (for UCCX versions 10 and later)
• Cisco Media
• MCRP ASR (Automatic Speech Recognition) [Premium license required]
• MCRP TTS (Text To Speech) [Premium license required]

4.1 CUCM Telephony

The Unified CCX system uses the Unified CM Telephony subsystem of the Unified CCX Engine to send and receive call-related messages from the Unified CM Computer Telephony Interface (CTI) Manager.

The Unified CM Telephony subsystem is the subsystem of the Unified CCX Engine that sends and receives call-related messages from the Unified CM CTI Manager through the Unified CM Telephony client. To enable your Unified CCX server to handle Cisco Unified Communications requests, you will need to provision the Unified CM Telephony subsystem. The Unified CM Telephony subsystem is available in all the Unified CCX license packages.

The CUCM telephony configuration section is used to enter Unified CM Telephony provider information, Computer Telephony Interface (CTI) port group information, Unified CM Telephony trigger information, and to resynchronize Unified CM Telephony information.

This section contains the following chapters:

• CM Telephony Provider
• Call Control Group
• Triggers
• CM Telephony Advanced Settings

4.1.1 Provider

The Unified CCX system uses the Unified CM Telephony provider to send and receive call-related messages via the Unified CM Computer Telephony Interface (CTI) Manager.

The Primary Unified CM Telephony Provider defines the IP address of the primary CTI Manager service in the CUCM cluster.

The User Prefix defines the end-user prefix for CUCM end-user created in CUCM.

The following settings for the Unified CM Telephony provider are configured:

4.1.2 Call Control Group

The Unified CCX system uses 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. Multiple call control groups can be created to share and limit the resources to be used by specific applications.

The following Unified CM Telephony Call Control Groups are defined:

4.1.2.1 UCCX Call Control Group ID 2

4.1.2.2 CUCM Call Control Group ID 2

4.1.2.3 UCCX Call Control Group ID 3

4.1.2.4 CUCM Call Control Group ID 3

4.1.3 Triggers

Unified CM Telephony triggers are defined to invoke application scripts in response to incoming contacts. A 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 98001

4.1.3.2 CUCM Trigger Route Point 98001

4.1.3.3 UCCX Trigger Route Point 98002

4.1.3.4 CUCM Trigger Route Point 98002

4.1.3.5 UCCX Trigger Route Point 98003

4.1.3.6 CUCM Trigger Route Point 98003

4.1.3.7 UCCX Trigger Route Point 98004

4.1.3.8 CUCM Trigger Route Point 98004

4.1.4 Telephony Advanced Settings

The following advanced settings for the Unified CM Telephony Client are configured:

4.2 RmCm

The Unified CCX Resource Manager (RM) uses a Unified CM Telephony user (called the RmCm Provider) to monitor agent phones, control agent states, and route and queue calls. 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
• RmCm Provider [requires Enhanced or Premium license package]
• Agent based routing settings [requires Enhanced or Premium license package]
• Teams

4.2.1 Skills

Skills are customer-definable labels assigned to agents. Once the skills have been created, you can add skills to agents called Resources. You can also select the competence level of the agent 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 agent(s) in the right column:

4.2.2 Resources

In CUCM, when an ICD extension is selected of an assigned device of a CUCM end-user, this end-user will appear as Resource in UCCX in the Subsystems > RmCm > Resources page. An agent is also called a Resource in UCCX. Further configuration options such as team membership and Skills and Competence levels and a Resource Group can be assigned to an agent.

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:

4.2.3 Resource Groups

Resource groups are collections of agents that your CSQ uses to handle incoming calls. To use resource group based CSQs, you must specify a resource group.

The following resource groups are defined:

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:

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 CUCM.

4.2.6 Agent Based Routing Settings

The section Agent Based Routing Settings configure Automatic Work and Wrapup Time. This section is only available when 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.

4.2.7 Teams

A team is a group of agents who report to the same supervisor. A team can have one primary supervisor and optional secondary supervisor(s). A supervisor can also monitor CSQs that are assigned to the team being supervised.

Barge-in is when a supervisor joins an existing call between an agent and a customer. Intercept is when the supervisor joins a call and drops the agent from the call.

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:

4.3 Chat and Email

The subsystem 'Chat and Email' configures and manages Chat Contact Service Queues, Web Forms, and Customer Collaboration Platform (CCP), formerly called SocialMiner. This option is only available with the Unified CCX Premium license package and for Cisco UCCX versions 10 and later and requires a CCP server.

When present, the subsystem 'Chat and Email' contains some or all the following menu options:

• Chat Contact Service Queues
• Customer Collaboration Platform (CCP) Configuration
• Mail Server Configuration
• Predefined Responses
• Wrap-up Reasons
• Chat System (Channel) Parameters
• Chat Widgets (Web Form) List
• Teams

4.3.1 Contact Service Queues

The Chat Contact Service Queues (CSQs) section defines chats service queue such as CSQ type, queuing criteria, resource pool (resource skills used for the chat CSQ), resource selection criteria (longest available, most skilled).

The following Chat Contact Service Queues (CSQs) are configured:

4.3.2 Chat SocialMiner Configuration

Cisco Customer Collaboration Platform (CCP), formerly called SocialMiner, is a customer-care system that provides capture, filtering, workflow, queuing, and reporting for social media engagement teams. Internet postings captured by CCP are referred to as Social Contacts. CCP stores the social contacts and groups them into user-defined Campaigns. Each Campaign obtains social contacts from one or more Feeds. CCP presents the social contacts to social media customer care personnel who can search, review, categorize, and respond to the postings. SocialMiner also produces reporting metrics on the handling of the social contacts.

The following Cisco Customer Collaboration Platform (CCP) settings are present:

4.3.3 Mail Server Configuration

The Mail Server Configuration configures the mail server. This web page is available on the Unified CCX node with a premium license. Before creating an email CSQ, you must have configured the mail server.

4.3.4 Predefined Responses

The Predefined Responses page configures and manages chat and email predefined responses. You can add a maximum of 500 chat and email predefined responses in total. These predefined responses are available in the Manage Chat and Email gadget on the Finesse Agent Desktop.

The responses are available either to all the agents or only to the agents that are associated with specific CSQs. Predefined responses are not available in the Cisco Agent Desktop. They are only available with the Finesse Agent Desktop.

The following Predefined Responses are configured:

4.3.5 Chat Wrap-Up Reasons

The Wrap-Up Reasons configure categories and reasons for chat and email Contact Service Queues (CSQs). Wrap-Up Reasons can be Global (available to all CSQs) or only to agents that are associated with some CSQs. Wrap-Up Reasons are a quick way to categorize an interaction with a caller. It is entered by the agent at the end of the call.

The following Wrap-Up Reasons are configured:

4.3.6 Channel Parameters

The following Chat System Parameters are configured:

4.3.7 Chat Widgets

The Chat Widgets section configures the bubble chat widget and generates HTML code that can be hosted on the customer's website.

The following Chat Web forms (widgets) are configured:

4.3.8 Teams

The team configuration for chat is the same as as the team configuration for voice.

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.

This section contains the following chapters:

• General
• Campaigns
• Area Codes (for UCCX version 10 and later)
• SIP Gateway Configuration (for UCCX version 10 and later)

4.4.1 General

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:

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:

4.4.3 Area Codes

The Area Codes section defines the mapping of area codes and time zones. The dialer uses the area code of a contact phone number to determine the time zone of the contact calling area.

The following area codes are configured: