Cisco Unified Contact Center Express Server Configuration Report

Transcription

1 Chapter: 1 Report Summary Please note that this report has been fully generated by the UPLINX Report Tool. Nothing has been changed or edited (except this message it is truly zero touch. Generation has taken about 10 minutes. Cisco Unified Contact Center Express Server Customer As-Built Documentation for project 27 March 1

2 Table of Content 1 Report Summary System Server Services System Parameters License Information Recording Configuration Language Information Applications Application Management Script Management Prompt Management Grammar Management Document Management Subsystems CUCM Telephony Provider Call Control Group Triggers Telephony Advanced Settings RmCm Skills Resources Resource Groups Contact Service Queues RmCm Provider Agent Based Routing Settings Teams Chat Chat Contact Service Queues Chat SocialMiner Configuration Chat System Parameters Chat Widget List Teams Outbound Campaigns Area Codes SIP Gateway Configuration Database Data Sources Parameters Drivers HTTP Trigger Configuration Configuration Cisco Media Page 2 of 77

3 4.9 MRCP ASR MRCP ASR Providers MRCP ASR Servers MRCP ASR Dialog Groups MRCP TTS MRCP TTS Providers MRCP TTS Servers MRCP TTS Default Genders Tools Historical Reporting Database Server Configuration SMTP Server Configuration Purge Schedule Configuration Finesse Workflow Configuration Call Variables Layout Desktop Layout Phone Books Reasons Team Resources Workflows CAD Workflow Configuration DialStrings Phone Book Reason Codes Wrap-up Data Work Flow Groups Enterprise Data Reason Codes Wrap-Up Data Phone Book CAD Agent CAD-BE Agent IP Phone Agent Command Line objects Server Show status NTP Status Show hardware Show network eth Show version active Show version inactive Show timezone config Show stats io Script Files Simple_Queuing.aef SNU.aef voicebrowser.aef Folder2 VisibleQ.aef Page 3 of 77

4 9.5 Folder1 BasicQ.aef Folder1 CollectDigits.aef Folder1 Folder11 aa.aef Folder1 Folder11 outboundvoicebrowser.aef Folder1 Folder11 rmon.aef Page 4 of 77

5 1 Report Summary This configuration report contains the configuration objects for the Cisco Unified Contact Center Express (Unified CCX) cluster. Cisco Unified Contact Center Express meets the needs of midmarket and enterprise branch-office or departmental companies that need easy-to-deploy, easy-to-use, secure, virtual, highly available, and sophisticated customer interaction management for up to 400 agents. Cisco Unified Contact Center Express support for powerful, agent-based service as well as fully integrated self-service applications results in reduced business costs and improved customer response by providing sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services in a single-server, contactcenter-in-a-box deployment while offering the flexibility to scale to larger, more demanding environments. Cisco Unified Contact Center Express helps ensure your business rules for inbound and outbound voice and ; 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 Easy-to-use administration features Mobile Supervisor enabling real-time reports on the go Simplified installation, configuration, and application hosting Report Info Report date 27/03/ 2:43:37 PM Report generated for Customer Description As-Built Documentation for project Server Info UCCX version i386 UCCX IP Report Settings Page 5 of 77

6 Report Type Visual style Report Content Template HTML Template Word Report Tool Info Direct Report Blu Light.css All objects UCCXreportTemplate.htm Bars_Phones_Green_Blue.doc Report Tool version / 26 March Report Tool License Licensed [Ent ] 2 System The System menu of the Unified CCX Administration system provides options for performing system-related tasks. Depending on the product package you purchased, the System menu contains some or all of the following menu options: Server System Parameters Recording Configuration (for UCCX versions 10 and later) License Information Language Information 2.1 Server This section list the servers in the cluster. Each server information includes Host Name(IP Address), MAC Address, and description of the server. The following servers are configured in the cluster: Servers Host Name/IP Address Node ID MAC Address Description UCCX115 2 Desc UCCX Desc - does not exist 2.2 Services The following services are present on this server: Services Server Name Node Type Service Name Status Activation Status Start Time Publisher A Cisco DB Started Activated Thu Mar 26 20:23: Publisher A Cisco DB Replicator Started Activated Thu Mar 26 20:23: Publisher Cisco AMC Service Started Activated Thu Mar 26 20:23: Publisher Cisco Audit Event Service Started Activated Thu Mar 26 20:23: Publisher Cisco CDP Started Activated Thu Mar 26 20:23: Publisher Cisco CDP Agent Started Activated Thu Mar 26 20:23: Publisher Cisco CallManager Serviceability Started Activated Thu Mar 26 20:23: Publisher Cisco Certificate Change Notification Started Activated Thu Mar 26 20:23: Publisher Cisco Certificate Expiry Monitor Started Activated Thu Mar 26 20:23: Publisher Cisco DRF Local Started Activated Thu Mar 26 20:23: Publisher Cisco DRF Master Started Activated Thu Mar 26 20:23:26 Page 6 of 77

7 Services Server Name Node Type Service Name Status Activation Status Start Time Publisher Cisco Database Layer Monitor Started Activated Thu Mar 26 20:23: Publisher Cisco Desktop Administrator Service Started Activated Thu Mar 26 20:23: Publisher Cisco Desktop Agent Service Started Activated Thu Mar 26 20:23: Publisher Cisco Desktop Browser and IP Phone Agent Service Started Activated Thu Mar 26 20:23: Publisher Cisco Desktop Call/Chat Service Started Activated Thu Mar 26 20:23: Publisher Cisco Desktop Enterprise Service Started Activated Thu Mar 26 20:23: Publisher Cisco Desktop LDAP Monitor Service Started Activated Thu Mar 26 20:23: Publisher Cisco Desktop License and Resource Manager Service Publisher Cisco Desktop Recording and Playback Service Publisher Cisco Desktop Recording and Statistics Service Started Activated Thu Mar 26 20:23:49 Started Activated Thu Mar 26 20:23:56 Started Activated Thu Mar 26 20:23: Publisher Cisco Desktop Sync Service Started Activated Thu Mar 26 20:23: Publisher Cisco Desktop VoIP Monitor Service Started Activated Thu Mar 26 20:23: Publisher Cisco Finesse Tomcat Started Activated Thu Mar 26 20:24: Publisher Cisco Log Partition Monitoring Tool Started Activated Thu Mar 26 20:23: Publisher Cisco RIS Data Collector Started Activated Thu Mar 26 20:23: Publisher Cisco RTMT Reporter Servlet Started Activated Thu Mar 26 20:23: Publisher Cisco Syslog Agent Started Activated Thu Mar 26 20:23: Publisher Cisco Tomcat Started Activated Thu Mar 26 20:23: Publisher Cisco Tomcat Stats Servlet Started Activated Thu Mar 26 20:23: Publisher Cisco Trace Collection Service Started Activated Thu Mar 26 20:23: Publisher Cisco Trace Collection Servlet Started Activated Thu Mar 26 20:23: Publisher Cisco Unified CCX Administration Started Activated Thu Mar 26 20:23: Publisher Cisco Unified CCX CVD Dependent Webapp Started Activated Thu Mar 26 20:23: Publisher Cisco Unified CCX Cluster View Daemon Started Activated Thu Mar 26 20:23: Publisher Cisco Unified CCX Configuration API Started Activated Thu Mar 26 20:23: Publisher Cisco Unified CCX DB Perfmon Counter Service Started Activated Thu Mar 26 20:23: Publisher Cisco Unified CCX Database Started Activated Thu Mar 26 20:23: Publisher Cisco Unified CCX Engine Started Activated Thu Mar 26 20:23: Publisher Cisco Unified CCX Notification Service Started Activated Thu Mar 26 20:24:00 Page 7 of 77

8 Services Server Name Node Type Service Name Status Activation Status Start Time Publisher Cisco Unified CCX Perfmon Counter Service Started Activated Thu Mar 26 20:23: Publisher Cisco Unified CCX SNMP Java Adapter Started Activated Thu Mar 26 20:23: Publisher Cisco Unified CCX Serviceability Started Activated Thu Mar 26 20:23: Publisher Cisco Unified CCX Voice Subagent Started Activated Thu Mar 26 20:23: Publisher Cisco Unified CCX WebServices Started Activated Thu Mar 26 20:23: Publisher Cisco Unified Intelligence Center Reporting Service Publisher Cisco Unified Intelligence Center Serviceability Service Started Activated Thu Mar 26 20:23:36 Started Activated Thu Mar 26 20:23: Publisher Cisco Unified Serviceability RTMT Started Activated Thu Mar 26 20:23: Publisher Host Resources Agent Started Activated Thu Mar 26 20:23: Publisher MIB2 Agent Started Activated Thu Mar 26 20:23: Publisher Platform Administrative Web Service Started Activated Thu Mar 26 20:23: Publisher SNMP Master Agent Started Activated Thu Mar 26 20:23: Publisher SOAP -Log Collection APIs Started Activated Thu Mar 26 20:23: Publisher SOAP -Performance Monitoring APIs Started Activated Thu Mar 26 20:23: Publisher SOAP -Real-Time Service APIs Started Activated Thu Mar 26 20:23: Publisher System Application Agent Started Activated Thu Mar 26 20:23: Publisher Cisco Serviceability Reporter Stopped Deactivated < None > 2.3 System Parameters The system parameter section defines the number of historical reporting clients, the recording count, port settings, the default session timeout, and codec. The following system parameters are configured in the cluster: System Parameters Configuration Parameter Name Parameter Value Suggested Value Generic System Parameters - System Time Zone* Internationalization Parameters - Customizable Locales Pacific Standard Time Internationalization Parameters - Default Currency* American Dollar [USD] American Dollar Media Parameters - Codec G711 G711 Media Parameters - Recording Count* 2 0 Media Parameters - Default TTS Provider < NONE > Media Parameters - User Prompts override System Prompts Disable Disable Application Parameters - Supervisor Access No Access to Teams Application Parameters - Max Number of Executed Steps* Application Parameters - Additional Tasks* 0 0 Application Parameters - Default Session Timeout* minutes Application Parameters - Enterprise Call Info Parameter Separator* Application Parameters - Agent State after Ring No Answer* Not Ready Not Ready Application Parameters - Number of Direct Preview Outbound seats* 25 Page 8 of 77

9 System Parameters Configuration Parameter Name Parameter Value Suggested Value Application Parameters - Live Data - Short Term Reporting Duration 5 5 minutes Application Parameters - Persistent Connection Enable Enable System Ports Parameters - RMI Port* System Ports Parameters - RmCm TCP Port* System Ports Parameters - Master Listener TCP Port* 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 Total IVR Port(s) 50 Cisco Unified CCX Premium Seat(s) 25 High Availability Cisco Unified CCX Preview Outbound Dialer Cisco Unified CCX Quality Manager Seat(s) 25 Cisco Unified CCX Advanced Quality Manager Seat(s) 25 Cisco Unified CCX Workforce Manager Seat(s) 25 Cisco Unified CCX Compliance Recording Seat(s) 25 Cisco Unified CCX Maximum Agents 400 Cisco Unified CCX Recording Count 25 Available Inbound IVR Port(s) 50 Cisco Unified CCX Licensed Outbound IVR Port(s) 25 Cisco Unified CCX Outbound IVR Port(s) In Use 0 Cisco Unified CCX Licensed Outbound Agent Seat(s) 25 Cisco Unified CCX Outbound Agent Seat(s) In Use 0 Current License MAC of the node 2.5 Recording Configuration Cisco Unified CCX Premium Enabled Enabled c0f3499ba065 Cisco Unified CCX Enhanced and Premium also provide the ability for agent calls to be recorded. Agent call recording can be triggered in the following ways: Supervisor clicks record button on CSD for a specified agent call. Agent clicks record button on CAD or IPPA. Workflow configuration automatically triggers complete call recording on certain types of calls for agents using CAD. The following recording servers are configured: Recording Configuration Node 1 Hostname Node 2 Hostname User Name test.bla.com usr 2.6 Language Information The Languages configuration settings are used to enable and configure languages to be used with Cisco Unified Contact Center Express CAD and CSD. Enabling a language allows it to be used to play prompts and grammars through Cisco Unified IP IVR. The following languages configuration settings have been configured: Page 9 of 77

10 Language Configuration Default Language* CAD/CSD Language* English (United States) [en_us] English 3 Applications The process of configuring Cisco script applications includes uploading Unified CCX scripts and prerecorded prompts, installing grammars and customized languages, and adding triggers to applications. This section contains the following chapters: Application Management Script Management Prompt Management Grammar Management Document Management 3.1 Application Management Cisco script applications are based on scripts that you must upload to the repository and make available to the Unified CCX system. A Cisco application has one or more triggers so that the application can respond to Unified CM and Unified CME Telephony calls and HTTP requests. Triggers are specified signals that invoke application scripts in response to incoming contacts. The Unified CCX system uses Unified CM/Unified CME Telephony triggers to trigger responses to telephone calls and HTTP triggers to respond to HTTP requests. The following applications are present: Applications Name ID Type Sessions Enabled Application Cisco Script Application 2 Y 3.2 Script Management Unified CCX applications are based on scripts created in the Unified CCX Editor. Cisco script applications are based on scripts that you must upload to the repository and make available to the Unified CCX system. The following scripts are present: Script Management Name Path Size Date Modified Modified By SNU.aef../ KB :45: crsadmin Simple_Queuing.aef../ KB :32: crsadmin voicebrowser.aef../ 7.00 KB :45: crsadmin BasicQ.aef../Folder1/ KB :46: crsadmin CollectDigits.aef../Folder1/ KB :46: crsadmin aa.aef../folder1/folder11/ KB :45: crsadmin outboundvoicebrowser.aef../folder1/folder11/ KB :45: crsadmin rmon.aef../folder1/folder11/ KB :45: crsadmin VisibleQ.aef../Folder2/ KB :46: crsadmin 3.3 Prompt Management Many applications make use of pre-recorded prompts, stored as.wav files, which are played back to callers to provide information and elicit caller response. You must upload these.wav files to the repository and make them available to the Unified CCX system. Page 10 of 77

11 The following prompts are present: Prompt Management Name Path Size Date Modified Modified By telephonering02.wav../en_au/ 3, KB :24:19.24 crsadmin telephonering04.wav../en_au/ 4, KB :24: crsadmin 3.4 Grammar Management A grammar is a specific set of all possible spoken phrases and Dual Tone Multi-Frequency (DTMF) digits to be recognized by Unified CCX applications and acted upon during run time. The Unified CCX system uses specific grammars when recognizing and responding to caller response to prompts. You must store these grammars in a directory to make them available to the Unified CCX system. The following grammars are present: < No records found > 3.5 Document Management Several system-level document files are loaded during Unified CCX installation. However, any file you create needs to be made available to the Unified CCX Engine before a Unified CCX application can use them. This is done through the Unified CCX cluster's Repository datastore, where the document files are created, stored, and updated. The following documents are present: Document Management Name Path Size Date Modified Modified By UCCX10_SeeUC10BetaFolder.txt../en_AU/ 0 KB :25: crsadmin 4 Subsystems The Subsystems menu of the Unified CCX Administration web interface provides access to the subsystems that are licensed for your Unified CCX system. The Unified CCX system uses subsystems for communicating with other services. Depending on the Unified CCX package you have installed, the Subsystems menu may vary. This section contains the following chapters: CUCM Telephony RmCm (Resource Management) Chat (for UCCX versions 10 and later) Outbound Campaigns [Premium license required] Database [Premium license required] HTTP [Premium license required] (for UCCX versions 10 and later) Cisco Media MCRP ASR (Automatic Speech Recognition) [Premium license required] MCRP TTS (Text To Speech) [Premium license required] 4.1 CUCM Telephony The Unified CCX system uses the Unified CM Telephony subsystem of the Unified CCX Engine to send and receive call-related messages from the Unified CM Computer Telephony Interface (CTI) Manager. The Unified CM Telephony subsystem is the subsystem of the Unified CCX Engine that sends and receives call-related messages from the Unified CM CTI Manager through the Unified CM Telephony client. To enable your Unified CCX server to handle Cisco Unified Communications requests, you Page 11 of 77

12 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 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 Secondary Cisco Unified CM Telephony Provider User Prefix crscti 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: UCCX Call Control Group ID 2 Group ID Details 2 Group Information Description Number Of CTI Ports 4 Group Type Directory Number Information Device Name Prefix* CCG1 Inbound crs Starting Directory Number* List of CTI Ports Device Pool DN Calling Search Space Location Partition crs_90000,crs_90001,crs_90002,crs_90003 DP_2 CSS_1 Hub_None P_1 Page 12 of 77

13 CUCM Call Control Group ID 2 CTI Port Phone Base settings Lines crs_90000 Model CTI Port Description Protocol Device Pool CSS CCG1-1 SCCP DP_2 CSS_1 MRGL < None > Location AAR Group Button Template Hub_None Softkey Template < None > Owner User ID < None > # Extension Partition CSS Linetext Alerting Name Line 1 External Mask Pickup Grp max/busy VM Profile P_1 < None > 4/2 < None > / < None > CF All CF Busy CF NoAnswer / < None > / < None > CFNA [secs] crs_90001 Model CTI Port Description CCG1-1 Protocol SCCP Device Pool DP_2 CSS CSS_1 MRGL < None > Location Hub_None AAR Group Button Template Softkey Template < None > Owner User ID < None > # Extension Partition CSS Linetext Alerting Name Line 1 External Mask Pickup Grp max/busy VM Profile P_1 < None > 4/2 < None > / < None > CF All CF Busy CF NoAnswer / < None > / < None > CFNA [secs] crs_90002 Model CTI Port Description CCG1-1 Protocol SCCP Device Pool DP_2 CSS CSS_1 MRGL < None > Location Hub_None AAR Group # Extension Partition CSS Linetext Alerting Name Line 1 External Mask Pickup Grp max/busy VM Profile P_1 < None > 4/2 < None > / < None > CF All CF Busy CF NoAnswer / < None > / < None > CFNA [secs] Page 13 of 77

14 CTI Port Phone Base settings Lines Button Template Softkey Template < None > Owner User ID < None > crs_90003 Model CTI Port Description CCG1-1 Protocol SCCP Device Pool DP_2 CSS CSS_1 MRGL < None > Location Hub_None AAR Group Button Template Softkey Template < None > Owner User ID < None > # Extension Partition CSS Linetext Alerting Name Line 1 External Mask Pickup Grp max/busy VM Profile P_1 < None > 4/2 < None > / < None > CF All CF Busy CF NoAnswer / < None > / < None > CFNA [secs] Page 14 of 77

15 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: UCCX Trigger Route Point Route Point Details Directory Information Directory Number Trigger Information Language Application Name Description Call Control Group Advanced Trigger Information Enabled Maximum Number Of Sessions 2 en_us Application Cisco JTAPI Trigger CCG1(2) Idle Timeout (in ms) 5000 CTI Route Point Information Alerting Name ASCII Device Pool Location Directory Number Settings Partition Voice Mail Profile Calling Search Space Calling Search Space for Redirect Presence Group Call Forward and Pickup Settings Voice Mail Destination Calling Search Space Line Settings Display External Phone Number Mask Y Default Hub_None None None None Default Calling Search Space Standard Presence group N None Page 15 of 77

16 CUCM Trigger Route Point < No records found > Page 16 of 77

17 UCCX Trigger Route Point Route Point Details Directory Information Directory Number Trigger Information Language en_au Application Name Application Description Cisco JTAPI Trigger Call Control Group CCG1(2) Advanced Trigger Information Enabled Y Maximum Number Of Sessions 2 Idle Timeout (in ms) 5000 CTI Route Point Information Alerting Name ASCII Device Pool Default Location Hub_None Directory Number Settings Partition None Voice Mail Profile None Calling Search Space None Calling Search Space for Redirect Default Calling Search Space Presence Group Standard Presence group Call Forward and Pickup Settings Voice Mail N Destination Calling Search Space None Line Settings Display External Phone Number Mask Page 17 of 77

18 CUCM Trigger Route Point < No records found > Page 18 of 77

19 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: Periodic Wakeup Interval (sec) 50 Enable Queue Stats: Queue Size Threshold 25 CTI Request Timeout (sec) 30 Provider Open Request Timeout (sec) 200 Provider Retry Interval (sec) 30 Server Heartbeat Interval (sec) 30 Route Select Timeout (ms) 5000 Post Condition Timeout 15 Use Progress As Disconnect RmCm The RmCm configuration section is used to configure skills groups, resources, resource groups, Contact Service Queues (CSQs), and RM (Resource Manager) Unified CM Telephony providers. This section contains the following chapters: Skills Resources Resource Groups Contact Service Queues Rm Cm Provider [requires Enhanced or Premium license package] Agent based routing settings [requires Enhanced or Premium license package] Teams 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: Y Y Skill List Skill Name Skill1 Skill2 Skill3 Resources agent1 UCCX agent1 UCCX Resources Once the end users in Cisco Unified Communications1 are defined as agents, the list of agents and their associated Unified CCX devices are displayed in the Subsystems > RmCm > Resources page. These agents are also called resources. After you create a resource group, you can assign agents (resources) to that group. If you have Unified CCX Standard license package, you can add skills to agents once the skills have been created. You can also select the competence level of the agent(s) in assigned skills. Competence level indicates the agent's level of expertise in that skill. The following agents (resources) are configured: Resources List Resource Name supervisor1 UCCX Resource Information Resources Page 19 of 77

20 Resources List Resource Name agent1 UCCX Resource Information Resource ID supervisor1 IPCC Extension 9010 Resource Group RG1 Automatic Available Y Assigned Skills < No records found > Team Team1 Resources Resource ID agent1 IPCC Extension 9000 Resource Group RG1 Automatic Available Y Assigned Skills Assigned Skills Skill Name Competence Level Skill1 5 Skill2 5 Team Team 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 RG1 RG2 Resources supervisor1 UCCX, agent1 UCCX 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 Each competency level is multiplied by the skill's associated weight, and a final comparison is done on the sum of all the weighted skill competencies (highest value for "most skilled" and lowest for "least skilled"). The following Contact Service Queues (CSQs) are configured: Contact Service Queues Name CSQ1 Details Contact Service Queue Contact Service Queue Type Voice Contact Queuing Criteria FIFO Automatic Work Y Wrapup Time N Resource Pool Selection Model Resource Group Service Level 5 Page 20 of 77

21 Contact Service Queues Name CSQ2 Details Service Level Percentage 70 Prompt < None > Resource Selection Criteria Resource Group name Assigned Resources Contact Service Queue Contact Service Queue Type Contact Queuing Criteria Automatic Work Wrapup Time Resource Pool Selection Model Service Level 5 Longest Available RG1 Service Level Percentage 70 Prompt Resource Selection Criteria Required Skills supervisor1 UCCX agent1 UCCX Voice FIFO Y N Resource Skills telephonering04.wav Longest Available Skill2(5) Skill3(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 Secondary RmCm Provider User ID crsrm Agent Based Routing Settings Use the Agent Based Routing Settings area of the Unified CCX Configuration web page to configure Automatic Work and Wrapup Time. The Agent Based Routing Settings is available only if you are using Unified CCX Enhanced or Premium license packages. The Automatic Work setting determines if agents automatically move to the Work state after a call. This causes agents to go into Work state automatically when a call ends. If disabled (default) this setting causes agents to enter Ready or Not Ready state when a call ends, depending on the Automatic Available setting for the agent. The Wrapup Time setting determines if agents automatically enter Wrapup after a call. This setting controls how long the agent can stay in the Work state if Automatic work is enabled. The seconds field specifies the Wrapup time length (greater than 0 second but less than 7200 seconds). If the Wrapup Time setting is Disabled (default) there is no limit of how long the agent can stay in the Work state if Automatic Work is enabled. Agent Based Routing Setting Automatic Work* Wrapup Time* disabled disabled Teams A team is a group of agents who report to the same supervisor. A team can have one primary supervisor and optional secondary supervisor(s). A supervisor can also monitor CSQs that are assigned to the team being supervised. Barge in is when a supervisor joins an existing call between an agent and a customer.intercept is when the supervisor joins a call and drops the agent from the call. Page 21 of 77

22 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 Team1 Details Team Configuration Primary Supervisor Secondary Supervisors Assigned Resources Assigned CSQs Team Configuration Primary Supervisor Secondary Supervisors Assigned Resources Assigned CSQs NONE supervisor1 UCCX supervisor1 UCCX agent1 UCCX CSQ1 4.3 Chat The Chat Configuration section configures and manage Chat Contact Service Queues (CSQs), Web Forms, and SocialMiner. This option is available only with the Unified CCX Premium license package and for Cisco UCCX versions 10 and later. Depending on the product package you purchased, the System menu contains some or all of the following menu options: Chat Contact Service Queues SocialMiner Configuration Chat System Parameters Chat Web Form List Teams Chat Contact Service Queues The Chat Contact Service Queues (CSQs) screen contains definitions for the chats service queue such as CSQ type, queuing criteria, resource pool (resource skills used for the chat CSQ), resource selection criteria (longest available, most skilled). The following Chat Contact Service Queues (CSQs) are configured: List of Chat CSQs CSQ Name Queuing Criteria Resource Pool Selection Model Resource Selection Criteria CSQ-Chat1 FIFO Resource Skills: Skill2(5), Skill3(5) Longest Available CSQ-Chat2 FIFO Resource Skills: Skill1(4) Most Skilled Chat SocialMiner Configuration Cisco SocialMiner is a customer-care system that provides capture, filtering, workflow, queuing, and reporting for social media engagement teams. Internet postings captured by SocialMiner are referred to as Social Contacts. SocialMiner stores the social contacts and groups them into user-defined Campaigns. Each Campaign obtains social contacts from one or more Feeds. SocialMiner presents the social contacts to social media customer care personnel who can search, review, categorize, and respond to the postings. SocialMiner also produces reporting metrics on the handling of the social contacts. THe following SocialMiner configuration settings are present: SocialMiner Configuration IP Address / Host Name User Name SM116 admin Page 22 of 77

23 Chat Join Timeout (Minutes) 1 Chat Inactivity Timeout (Minutes) Chat System Parameters The following Chat System Parameters are configured: Chat System Parameters Configuration Chat No Answer Timeout (Seconds)*: 15 Offer Chat Contact When On Voice Call*: Chat Widget List The following Chat Web forms (widgets) are configured: List Chat Web Forms Name Details Widg et 1 Descripti on Logo URL Widget Wait Message Join Time-out Message Error Message Generat ed HTML desc Widget Welcome. Please wait while we connect you to a customer care representative. All customer care representatives are busy. Please wait or try again later. Sorry, the chat service is currently not available. Please try again later. <html> <head> <meta http-equiv="content-type" content="text/html; charset=utf-8" /> <script language="javascript"> function updateauthor(theform){ if(theform.extensionfield_name){ if(theform.extensionfield_name.value!=""){ theform.author.value=theform.extensionfield_name.value; theform.extensionfield_name.name='extensionfield_h_name'; return(true);} } if(theform.extensionfield_ ){ if(theform.extensionfield_ .value!=""){ theform.author.value=theform.extensionfield_ .value; theform.extensionfield_ .name='extensionfield_h_ '; return(true); } } return(true); } </script> </head> <body> <form action=" method="post" onsubmit="return updateauthor(this)"> <style type="text/css">span { display: inline-block; width: 120px; }</style> <span>name:</span><input type="text" name="extensionfield_name" /><br/> <span>details:</span><input type="text" name="extensionfield_details" /><br/> <span> </span><input type="text" name="extensionfield_ " /><br/> <span>problem:</span> <select name="extensionfield_ccxqueuetag"><br/> <option value="chat_csq3">problem Statement 1</option> </select><br/> <input type="submit" value="submit"/></form> <input type="hidden" name="author" value="customer" /> <br /> <input type="hidden" name="title" value="ccx chat" /> <br /> <input type="hidden" name="extensionfield_h_widgetname123456" value="widget 1" /> <br /> <!-- The following optional, hidden fields are available in order to customize the Customer Chat user interface. Unlike other extension fields, these are not added to the social contact, and therefore do not display in the Agent Cha Yes Page 23 of 77

24 List Chat Web Forms Name Details Chat Widg et 2 Descripti on Logo URL Widget Wait Message Join Time-out Message Error Message Generat ed HTML t user interface.--> <input type="hidden" name="extensionfield_chatlogo" value="" /> <br /> <input type="hidden" name="extensionfield_chatwaiting" value="welcome. Please wait while we connect you to a customer c are representative." /> <input type="hidden" name="extensionfield_chatagentjointimeout" value="all customer care representatives are busy. Pleas e wait or try again later." /> <input type="hidden" name="extensionfield_chaterror" value="sorry, the chat service is currently not available. Please try agai n later." /> </body> </html> Yet another chat widget Welcome. Please wait while we connect you to a customer care representative. All customer care representatives are busy. Please wait or try again later. Sorry, the chat service is currently not available. Please try again later. <html> <head> <meta http-equiv="content-type" content="text/html; charset=utf-8" /> <script language="javascript"> function updateauthor(theform){ if(theform.extensionfield_name){ if(theform.extensionfield_name.value!=""){ theform.author.value=theform.extensionfield_name.value; theform.extensionfield_name.name='extensionfield_h_name'; return(true);} } if(theform.extensionfield_ ){ if(theform.extensionfield_ .value!=""){ theform.author.value=theform.extensionfield_ .value; theform.extensionfield_ .name='extensionfield_h_ '; return(true); } } return(true); } </script> </head> <body> <form action=" method="post" onsubmit="return updateauthor(this)"> <style type="text/css">span { display: inline-block; width: 120px; }</style> <span>title:</span><input type="text" name="extensionfield_title" /><br/> <span>name:</span><input type="text" name="extensionfield_name" /><br/> <span>details:</span><input type="text" name="extensionfield_details" /><br/> <span>problem:</span> <select name="extensionfield_ccxqueuetag"><br/> <option value="chat_csq3">problem Statement 2</option> <option value="chat_csq4">problem Statement 3</option> </select><br/> <input type="submit" value="submit"/></form> <input type="hidden" name="author" value="customer" /> <br /> <input type="hidden" name="title" value="ccx chat" /> <br /> <input type="hidden" name="extensionfield_h_widgetname123456" value="widget 1" /> <br />  <input type="hidden" name="extensionfield_chatlogo" value="" /> <br /> <input type="hidden" name="extensionfield_chatwaiting" value="welcome. Please wait while we connect you to a customer c are representative." /> Page 24 of 77

25 List Chat Web Forms Name Details <input type="hidden" name="extensionfield_chatagentjointimeout" value="all customer care representatives are busy. Pleas e wait or try again later." /> <input type="hidden" name="extensionfield_chaterror" value="sorry, the chat service is currently not available. Please try agai n later." /> </body> </html> Teams The team configuration for chat is the same as as the team configuration for voice. < Refer to Subsystems\RmCm\Teams > 4.4 Outbound The Outbound feature provides Outbound dialing functionality in addition to existing Unified CCX inbound capabilities. This feature allows agents who are not busy with inbound calls to handle Outbound calls. With the Outbound feature, customer calls are placed using the Cisco Unified Communications by way of the Unified CM for call control. This section contains the following chapters: General Campaigns Area Codes (for UCCX version 10 and later) SIP Gateway Configuration (for UCCX version 10 and later) Campaigns The Outbound subsystem views campaigns as logical entities that group a set of contacts together in a dialing list. Campaigns deliver outgoing calls to agents. Agents are assigned to campaigns using CSQs. The following campaigns have been configured: Campaigns Name Details Direct Preview Campaign 1 Enabled No Description Desc Direct Preview Campaign 1 Start Time End Time Maximum Attempts to Dial Contact 3 Contact Records Cache Size 20 Answering Machine Retry 0 Callback Time Limit 15 Callback Missed Assigned CSQs 16:00 (UTC) 29:00 (UTC) Reschedule for same time next business day CSQ Area Codes The following area codes are configured: Area Codes Area Code Time Zone Daylight Savings Observed 219 America/New_York N 615 America/Chicago Y 607 America/New_York Y 760 America/Los_Angeles Y 914 America/New_York Y 671 America/Juneau N Page 25 of 77

26 Area Codes Area Code Time Zone Daylight Savings Observed 518 America/New_York Y 906 America/Chicago Y 817 America/Chicago Y 970 America/Denver Y 574 America/New_York N 954 America/New_York Y 865 America/New_York Y 978 America/New_York Y 301 America/New_York Y 212 America/New_York Y 503 America/Los_Angeles Y 260 America/New_York N 414 America/Chicago Y 810 America/New_York Y 252 America/New_York Y 406 America/Denver Y 802 America/New_York Y 325 America/Chicago Y 713 America/Chicago Y 317 America/New_York N 228 America/Chicago Y 309 America/Chicago Y 850 America/Chicago Y 931 America/Chicago Y 616 America/New_York Y 608 America/Chicago Y 915 America/Denver Y 276 America/New_York Y 907 America/Lima Y 818 America/Los_Angeles Y 559 America/Los_Angeles Y 478 America/New_York Y 785 America/Chicago Y 858 America/Los_Angeles Y 979 America/Chicago Y 310 America/Los_Angeles Y 302 America/New_York Y 213 America/Los_Angeles Y 520 America/Denver N 601 America/Chicago Y 205 America/Chicago Y 512 America/Chicago Y 504 America/Chicago Y 423 America/New_York Y 415 America/Los_Angeles Y 253 America/Los_Angeles Y 334 America/Chicago Y 407 America/New_York Y 803 America/New_York Y 641 America/Chicago Y 714 America/Los_Angeles Y 318 America/Chicago Y Page 26 of 77

27 Area Codes Area Code Time Zone Daylight Savings Observed 940 America/Chicago Y 706 America/New_York Y 229 America/New_York Y 617 America/New_York Y 770 America/New_York Y 843 America/New_York Y 609 America/New_York Y 916 America/Los_Angeles Y 269 America/New_York Y 908 America/New_York Y 972 America/Chicago Y 479 America/Chicago Y 956 America/Chicago Y 859 America/New_York Y 303 America/Denver Y 214 America/Chicago Y 610 America/New_York Y 602 America/Denver N 206 America/Los_Angeles Y 440 America/New_York Y 513 America/New_York Y 270 America/Chicago Y 432 America/Chicago Y 901 America/Chicago Y 262 America/Chicago Y 505 America/Denver Y 650 America/Los_Angeles Y 731 America/Chicago Y 812 America/New_York N 254 America/Chicago Y 561 America/New_York Y 480 America/Denver N 408 America/Los_Angeles Y 804 America/New_York Y 319 America/Chicago Y 715 America/Chicago Y 941 America/New_York Y 626 America/Los_Angeles Y 707 America/Los_Angeles Y 860 America/New_York Y 618 America/Chicago Y 763 America/Chicago Y 925 America/Los_Angeles Y 909 America/Los_Angeles Y 585 America/New_York Y 828 America/New_York Y 973 America/New_York Y 949 America/Los_Angeles Y 787 America/Nipigon N 989 America/New_York Y 320 America/Chicago Y 401 America/New_York Y Page 27 of 77

28 Area Codes Area Code Time Zone Daylight Savings Observed 312 America/Chicago Y 231 America/New_York Y 304 America/New_York Y 530 America/Los_Angeles Y 215 America/New_York Y 603 America/New_York Y 360 America/Los_Angeles Y 207 America/New_York Y 352 America/New_York Y 910 America/New_York Y 425 America/Los_Angeles Y 740 America/New_York Y 813 America/New_York Y 417 America/Chicago Y 732 America/New_York Y 336 America/New_York Y 570 America/New_York Y 651 America/Chicago Y 562 America/Los_Angeles Y 409 America/Chicago Y 724 America/New_York Y 805 America/Los_Angeles Y 239 America/New_York Y 716 America/New_York Y 708 America/Chicago Y 772 America/New_York Y 619 America/Los_Angeles Y 845 America/New_York Y 918 America/Chicago Y 586 America/New_York Y 410 America/New_York Y 321 America/New_York Y 402 America/Chicago Y 313 America/New_York Y 305 America/New_York Y 620 America/Chicago Y 701 America/Chicago Y 612 America/Chicago Y 216 America/New_York Y 361 America/Chicago Y 208 America/Denver Y 830 America/Chicago Y 515 America/Chicago Y 434 America/New_York Y 903 America/Chicago Y 660 America/Chicago Y 507 America/Chicago Y 256 America/Chicago Y 337 America/Chicago Y 814 America/New_York Y 563 America/Chicago Y 806 America/Chicago Y Page 28 of 77

29 Area Codes Area Code Time Zone Daylight Savings Observed 248 America/New_York Y 636 America/Chicago Y 951 America/Los_Angeles Y 870 America/Chicago Y 717 America/New_York Y 781 America/New_York Y 773 America/Chicago Y 765 America/New_York N 919 America/New_York Y 757 America/New_York Y 201 America/New_York Y 330 America/New_York Y 314 America/Chicago Y 702 America/Los_Angeles Y 225 America/Chicago Y 540 America/New_York Y 217 America/Chicago Y 605 America/Denver Y 920 America/Chicago Y 209 America/Los_Angeles Y 281 America/Chicago Y 831 America/Los_Angeles Y 516 America/New_York Y 435 America/Denver Y 912 America/New_York Y 904 America/New_York Y 580 America/Chicago Y 661 America/Los_Angeles Y 508 America/New_York Y 734 America/New_York Y 419 America/New_York Y 815 America/Chicago Y 952 America/Chicago Y 718 America/New_York Y 863 America/New_York Y 386 America/New_York Y 936 America/Chicago Y 928 America/Denver N 847 America/Chicago Y 000 America/Juneau N 210 America/Chicago Y 202 America/New_York Y 501 America/Chicago Y 412 America/New_York Y 323 America/Los_Angeles Y 404 America/New_York Y 315 America/New_York Y 630 America/Chicago Y 703 America/New_York Y 307 America/Denver Y 541 America/Los_Angeles Y 614 America/New_York Y Page 29 of 77

30 Area Codes Area Code Time Zone Daylight Savings Observed 218 America/Chicago Y 606 America/New_York Y 670 America/Juneau N 913 America/Chicago Y 517 America/New_York Y 662 America/Chicago Y 509 America/Los_Angeles Y 573 America/Chicago Y 816 America/Chicago Y 727 America/New_York Y 808 America/La_Paz N 719 America/Denver Y 864 America/New_York Y 856 America/New_York Y 775 America/Los_Angeles Y 937 America/New_York Y 985 America/Chicago Y 203 America/New_York Y 510 America/Los_Angeles Y 340 America/Nipigon N 502 America/New_York Y 251 America/Chicago Y 413 America/New_York Y 801 America/Denver Y 405 America/Chicago Y 316 America/Chicago Y 631 America/New_York Y 712 America/Chicago Y 623 America/Denver N 704 America/New_York Y 308 America/Chicago Y 1111 America/Los_Angeles N 2222 America/Los_Angeles N 3333 Europe/Lisbon Y SIP Gateway Configuration The SIP Gateway configuration lists parameters that enable the Outbound subsystem of Unified CCX to communicate with the SIP gateway. It also includes parameters specific to Call Progress Analysis functionality of the gateway. Call Progress Analysis is a feature of the SIP gateway by which it determines whether the outcome of a call is an answering machine, live voice, fax, or beep tone and so on. The SIP gateway performs call progressive analysis of the call and informs the outcome of the call to Unified CCX. Gateway Configuration Gateway Hostname/IP Address Gateway Port 5060 Local CCX Port 5065 Local User Agent Transport Protocol Call Progress Analysis Configuration Minimum Silence Period ( )* 375 Analysis Period ( )* 2500 Maximum Time Analysis ( )* 3000 Cisco-UCCX/8.5 UDP Page 30 of 77

31 Minimum Valid Speech Time (50-500)* 112 Maximum Term Tone Analysis ( )* Database The Unified CCX system uses the Database subsystem to enable Unified CCX applications to interact with customer provided enterprise database servers to make database information accessible to contacts. You can connect the Unified CCX system with enterprise databases such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2. The database subsystem is available if your system has a license installed for either the Unified IP IVR or Unified CCX Premium product packages. If you are not using Unified CCX applications that require access to databases, you do not need to provision the Database subsystem. This section contains the following chapters: Data Source Database Parameters Drivers (for UCCX versions 10 and later) Data Sources The Unified CCX system uses the Database subsystem to enable Unified CCX applications to interact with customer provided enterprise database servers to make database information accessible to contacts. You can connect the Unified CCX system with enterprise databases such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2. The following database sources have been configured: Data Sources DataSource 1 User Name* user Maximum Number of Connections* 2 Driver* JDBC URL* net.sourceforge.jtds.jdbc.driver jdbc:jtds:sqlserver:// :3454/dbtest 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) NumAttempt (Seconds) 5 LoginTimeout (Seconds) Drivers The following database drivers are present: Driver List Driver Class Name net.sourceforge.jtds.jdbc.driver Page 31 of 77

32 4.6 HTTP Trigger Configuration The Unified CCX system uses the HTTP subsystem to enable Unified CCX applications to respond to requests from a variety of web clients, including computers and IP phones. To provision the HTTP subsystem, you need to provision HTTP triggers. HTTP applications use triggers to activate the application in response to an incoming HTTP message. Use the Document Management page to upload these documents. The HTTP subsystem is available if your system has a license installed for one of the following Cisco product packages: Unified IP IVR or Unified CCX Premium. The following HTTP triggers have been configured: HTTP Trigger Name Details /trigger1 Language* English (Australia) [en_au] Application Name* Maximum Number Of Sessions* 2 Idle Timeout (in ms)* 1000 Enabled* Application "Yes" /trigger2 Language* English [en] Application Name* Maximum Number Of Sessions* 2 Idle Timeout (in ms)* 1000 Enabled* Application "Yes" 4.7 Configuration The Unified CCX system uses the subsystem of the Unified CCX Engine to communicate with your server and enable your applications to create and send . The configuration identifies the default address and server to be used for sending (including e-pages and faxes) and for receiving acknowledgments. Configuration Mail Server Address 4.8 Cisco Media [email protected] The Cisco Media subsystem is a subsystem of the Unified CCX Engine. The Cisco Media subsystem manages the CMT media resource. CMT channels are required for Unified CCX to be able to play or record media. The Cisco Media subsystem uses dialog groups to organize and share resources among applications. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller, during which the caller responds to automated prompts by pressing buttons on a touch-tone phone. The Unified CCX system uses the Media subsystem of the Unified CCX Engine to configure Cisco Media Termination (CMT) dialog groups that can be used to handle simple Dual-Tone Multi-Frequency (DTMF) based dialog interactions with customers. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller. The following Media Termination (CMT) dialog groups are configured: Cisco Media Termination Dialog Groups Group ID Details 0 Description Default Maximum Number Of Channels 50 1 Description CMT Auto#2 Maximum Number Of Channels 4 Page 32 of 77

33 4.9 MRCP ASR The MRCP ASR subsystem allows users to navigate through a menu of options by speaking instead of pressing keys on a touch-tone telephone. When a user calls local directory assistance, for example, ASR can prompt the user to say the city and state in which to locate the information, then connect the user to an appropriate operator. To provision the MRCP ASR subsystem, the following information has been defined: MRCP ASR Providers: Information about the vendor of your speech server, including the number of licenses and the grammar type (see Provisioning MRCP ASR Providers). MRCP ASR Servers: Information about the ASR server's name, port location, and available languages (see Provisioning MRCP ASR Servers). MRCP ASR Groups: Information about the MRCP ASR dialog control groups and associated locales, which enable Unified CCX applications to use speech recognition MRCP ASR Providers The MRCP ASR Provider Configuration web page opens, displaying the list of currently configured MRCP Providers, licenses, and the corresponding status. MRCP ASR Provider Configuration Provider0 Number Of Provider Licenses* 0 Grammar Variant* Status OSR 3.1.x UNKNOWN Provider2-Nuance Number Of Provider Licenses* 1 Grammar Variant* Status Nuance OUT_OF_SERVICE Provider -SISR Number Of Provider Licenses* 2 Grammar Variant* Status 2003 SISR OUT_OF_SERVICE MRCP ASR Servers The following details for the MRCP ASR Server have been configured for the speech server's name, port location, and available language. MRCP ASR Server Configuration asr-server-nuance Provider Name* Provider2-Nuance Port Number* 4900 Enabled Languages* Afrikaans (Namibia) Y Status Arabic (Algeria) UNREACHABLE Y server-sisr1 Provider Name* Provider -SISR Port Number* 4900 Enabled Languages* Afar Y Status Afrikaans (South Africa) Amharic (Eritrea) UNREACHABLE Y Y MRCP ASR Dialog Groups The MRCP Groups Configuration is used to specify information about MRCP ASR dialog control groups, which enable Unified CCX applications to use speech recognition. You must have a MRCP ASR Provider defined before you can provision a MRCP ASR Group. Also, you should configure MRCP ASR Servers for the specific MRCP Provider before configuring the MRCP ASR Groups. This allows users to configure languages for the groups based on the languages supported by the configured servers. MRCP ASR Dialog Group Configuration Page 33 of 77

34 MRCP ASR Dialog Group Configuration MRCP ASR Group #2 Group ID* 2 Number Of Provider Licenses 1 Number Of Licensed IVR Ports 50 Maximum Number Of sessions* 0 Provider Name Provider2-Nuance Enabled Languages* Afrikaans (Namibia) Y MRCP ASR Group #3 Group ID* 3 Number Of Provider Licenses 1 Number Of Licensed IVR Ports 50 Maximum Number Of sessions* 0 Provider Name Provider2-Nuance Enabled Languages* Afrikaans (Namibia) Y Arabic (Algeria) Y 4.10 MRCP TTS The Unified CCX system uses the MRCP (Text-to-Speech) subsystem to convert plain text (UNICODE) into spoken words to provide a user with information or to prompt a user to respond to an action. To provision the MRCP TTS subsystem, the following information has been defined: MRCP TTS Providers MRCP TTS Servers MRCP TTS Default Genders MRCP TTS Providers The MRCP TTS Providers configuration specifies information about the vendor of the TTS server. You need at least one MRCP TTS Server associated with each configured provider. Ports List Provider IBM WebSphere Voice Server V5.1.3 Nuance Vocalizer 4.0 Scansoft Realspeak 4.0 Status OUT_OF_SERVICE OUT_OF_SERVICE UNKNOWN MRCP TTS Servers The MRCP TTS Servers configuration defines the TTS server's name, port location, and available languages. You need at least one MRCP TTS Server associated with each configured provider. MRCP TTS Server Configuration Nuance Vocalizer 4.0 Server Name ServerNuance Provider Name Nuance Vocalizer 4.0 Port Number 554 Enabled Languages Language Gender Language Male Female Neutral Afar Y Y N Zulu Y Y N IBM WebSphere Voice Server V5.1.3 Server Name WebSphereServer1 Provider Name IBM WebSphere Voice Server V5.1.3 Port Number 554 Enabled Languages Language Gender Page 34 of 77

35 MRCP TTS Server Configuration Language Male Female Neutral Amharic (Eritrea) Y N N Aragonese Y Y Y Arabic (Algeria) N Y Y English (United States Minor Outlying Islands) N N Y MRCP TTS Default Genders The MRCP TTS Default Genders configuration specifies the default gender settings per Locale per Provider. TTS uses default genders when a prompt for a specific locale is used without specifying the gender. Default Gender Provider Name Locales Male Female Neutral IBM WebSphere Voice Server V5.1.3 am_er N N Y IBM WebSphere Voice Server V5.1.3 an N N Y IBM WebSphere Voice Server V5.1.3 ar_dz N N Y IBM WebSphere Voice Server V5.1.3 en_um N N Y Nuance Vocalizer 4.0 aa N N Y Nuance Vocalizer 4.0 zu N N Y Scansoft Realspeak Tools no record was found The tools section contains options that allow you to access the following system tools such as Plug-ins, Real-Time Reporting, Real-Time Snapshot Config, and Historical Reporting, You can also assign access levels to administrators and supervisors and reset passwords. This section contains the following chapters: Database Server Configuration Purge Schedule Configuration 5.1 Historical Reporting Historical reports are not shown in this configuration report. You can view the historical reports through Historical Reporting client. This section contains the following configuration settings: Database Server Configuration SMTP Server Configuration (for UCCX versions 10 and later) Purge Schedule Configuration 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 Max DB Connections for Report Client Sessions 5 UCCX115* SMTP Server Configuration The SMTP Server configuration contains server settings which are used to scheduled Cisco Unified Intelligence Center (CUIC) reports. SMTP Server Configuration HostName/IP Address Page 35 of 77

36 From Address Use Proxy Proxy Hostname Proxy Port Use SMTP Authentication SMTP Username N N Purge Schedule Configuration You can change the time of day that the system assesses the need to purge data and the age of data to purge. When data is purged, the Unified CCX sends a 'Database purged' message. This message announces that a purge has taken place and includes an explanation of the purging activity. If the database is approaching its maximum size, then the Unified CCX sends the following message - 'Database approaching maximum size'. The system can send notifications through Syslog (system log) and SNMP traps. The following purge schedule options are defined: Purge Schedule Configuration Purge Schedule Daily purge at 01:00 Purge data older than Auto Purge Configuration Initiate automatic purge when database size exceeds Auto purge data for the oldest 6 Finesse Workflow Configuration 90 months. 80% of MB 16 days. Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. It helps improve the customer experience while offering a user-centric design to enhance customer care representative satisfaction as well. This section contains following chapters: Call Variables Layout Desktop Layout Phone Books Reasons Team Resources Workflows 6.1 Call Variables Layout The Finesse agent desktop supports one variable in the header of the call control gadget and up to a total of 20 variables in two columns below the header (up to 10 in each column). Call variables, Extended Call Context (ECC) variables, or the following Outbound Option ECC variables can be used: BACampaign BAAccountNumber BAResponse BAStatus BADialedListID BATimeZone BABuddyName BACustomerNumber Call Variables Layout Display Name Call Header Layout Call Variable 1 Call Body Left-Hand Layout BA Status Variable callvariable1 BAStatus Page 36 of 77

37 Call Variables Layout Display Name BA Response Call Variable 6 Call Variable 7 Call Variable 8 Call Variable 9 Call Variable 10 Call Body Right-Hand Layout BA AccountNumber BA Campaign Call Variable 1 Call Variable 2 Call Variable 3 Call Variable 4 Call Variable 5 Variable BAResponse callvariable6 callvariable7 callvariable8 callvariable9 callvariable10 BAAccountNumber BACampaign callvariable1 callvariable2 callvariable3 callvariable4 callvariable5 6.2 Desktop Layout The Finesse Layout XML defines the layout of the Finesse desktop, including tab names and the gadgets that appear on each tab. Manage Desktop Layout gadget can be used to upload an XML layout file to define the layout of the Finesse desktop for agents and supervisors. Desktop Layout Finesse Layout XML <finesselayout xmlns=" <layout> <role>agent</role> <page> <gadget>/desktop/gadgets/callcontrol.jsp</gadget>  </page> <tabs> <tab> <id>home</id> <label>finesse.container.tabs.agent.homelabel</label> <columns> <column> <gadgets> <gadget> A4E5E6F&filterId=AgentCSQStats.csqName=CL&compositeFilterId=AgentCSQStats.AgentIds.agentId=loginId</gadget> <gadget> A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> </gadgets> </column> </columns> </tab> <tab> <id>mystatistics</id> <label>finesse.container.tabs.agent.mystatisticslabel</label> <columns> <column> <gadgets> <gadget> A4E5E6B&filterId=ResourceIAQStats.resourceId=loginId</gadget> <gadget> A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget> </gadgets> </column> </columns> Page 37 of 77

38 Desktop Layout Finesse Layout XML </tab> <tab> <id>managecall</id> <label>finesse.container.tabs.agent.managecalllabel</label> </tab>  </tabs> </layout> <layout> <role>supervisor</role> <page> <gadget>/desktop/gadgets/callcontrol.jsp</gadget>  </page> <tabs> <tab> <id>manageteam</id> <label>finesse.container.tabs.supervisor.manageteamlabel</label> <columns> <column> <gadgets> <gadget>/desktop/gadgets/teamperformance.jsp</gadget> </gadgets> </column> </columns> </tab> <tab> <id>teamdata</id> <label>finesse.container.tabs.supervisor.teamdatalabel</label> <columns> <column> <gadgets> <gadget> A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> <gadget> A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>  Page 38 of 77

39 Desktop Layout Finesse Layout XML  </gadgets> </column> </columns> </tab> <tab> <id>queuedata</id> <label>finesse.container.tabs.supervisor.queuedatalabel</label> <columns> <column> <gadgets> <gadget> 0000A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL</gadget> <gadget> 0000ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVo icecsqname=cl</gadget>  </gadgets> </column> </columns> </tab> <tab> <id>managecall</id> <label>finesse.container.tabs.supervisor.managecalllabel</label> </tab>  <!-- The following Tab and Gadget are for MediaSense. They are *ONLY* supported with MediaSense. If you are not using MediaSense, then remove them. If you are using MediaSense and wish to show Recording Management, then do the following: 1) Remove these comments leaving the tab and gadget 2) Replace all instances of "my-mediasense-server" with the Fully Qualified Domain Name of your MediaSense Server. IMPORTANT NOTE: - In order for this Gadget to work, you must have performed all documented prerequisite steps. Page 39 of 77

40 Desktop Layout Finesse Layout XML <tab> <id>managerecordings</id> <label>finesse.container.tabs.supervisor.managerecordingslabel</label> <columns> <column> <gadgets> <gadget> </gadgets> </column> </columns> </tab> --> </tabs> </layout> </finesselayout> 6.3 Phone Books On the Phone Books tab of the Cisco Finesse administration console, global and team phone books and phone book contacts can be created and managed. Global phone books are available to all agents; team phone books are available to agents in that specific team. Phone Books and Contacts Add Phone Book Edit Phone Book Delete Phone Book Import Contacts Export Contacts Add Contact Edit Contact Delete Contact Phone Books Name Assign To List of Contacts PB1 Teams Last Name First Name Number Note PB2 All Users < No records found > 6.4 Reasons C1last C Note 1 C2Last C2 222 Note 2 The Reasons tab on the Cisco Finesse administration console allows to view, add, edit, and delete Not Ready reason codes, Sign Out reason codes, and Wrap-Up reasons. Not Ready reason codes represent reasons that agents can select when they change their state to Not Ready. Sign Out reason codes represent reasons that agents can select when they sign out of the Finesse desktop. Wrap-Up reasons represent the reasons that agents can apply to calls. A Wrap-Up reason indicates why a customer called the contact center. For example, there may be one Wrap-Up reason for sales calls and another for support calls. Reasons Label Code Global? Reason Codes (Not Ready) Reason Label1 1 Yes Reason Label 2 2 Yes Reason Label 3 - non global 3 No Reason Codes (Sign Out) Page 40 of 77

41 Reasons Label Code Global? Reason Label 1 1 Yes Reason Label 2 2 Yes Reason Label 3 - Non global 3 No Wrap-Up Reasons Wrap-Up Reason 1 Wrap-Up Reason 2 Wrap-Up Reason 3 - non global 6.5 Team Resources Phone books, reason codes, wrap-up reasons, custom desktop layouts, and workflows can be assigned to teams using the Team Resources tab of the administration console. Team Resources Na Details me De fau lt ID 1 Des ktop Lay out <finesselayout xmlns=" <layout> <role>agent</role> <page> <gadget>/desktop/gadgets/callcontrol.jsp</gadget>  </page> <tabs> <tab> <id>home</id> <label>finesse.container.tabs.agent.homelabel</label> <columns> <column> <gadgets> <gadget> A4E5E6F&filterId=AgentCSQStats.csqName=CL&compositeFilterId=AgentCSQStats.AgentIds.agentId=logi nid</gadget> <gadget> A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> </gadgets> </column> </columns> </tab> <tab> <id>mystatistics</id> <label>finesse.container.tabs.agent.mystatisticslabel</label> <columns> <column> <gadgets> <gadget> A4E5E6B&filterId=ResourceIAQStats.resourceId=loginId</gadget> <gadget> A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget> </gadgets> </column> </columns> </tab> <tab> <id>managecall</id> <label>finesse.container.tabs.agent.managecalllabel</label> </tab> <!-- The following Tab and Gadget are used for WebChat. They are *ONLY* supported with WebChat. If you are not using WebChat, then remove them. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat Yes Yes No Page 41 of 77

42 Team Resources Na Details me CSQs. To include this functionality: 1) Remove these comments leaving the tab and gadget 2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server. 3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetheight" parameter. IMPORTANT NOTE: - In order for this Gadget to work, you must have performed all documented prerequisite steps. <tab> <id>managechats</id> <label>finesse.container.tabs.agent.managechatslabel</label> <columns> <column> <gadgets> <gadget> </gadgets> </column> </columns> </tab> --> </tabs> </layout> <layout> <role>supervisor</role> <page> <gadget>/desktop/gadgets/callcontrol.jsp</gadget>  </page> <tabs> <tab> <id>manageteam</id> <label>finesse.container.tabs.supervisor.manageteamlabel</label> <columns> <column> <gadgets> <gadget>/desktop/gadgets/teamperformance.jsp</gadget> </gadgets> </column> </columns> </tab> <tab> <id>teamdata</id> <label>finesse.container.tabs.supervisor.teamdatalabel</label> <columns> <column> <gadgets> <gadget> A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> <gadget> A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>  <!-- The following Gadgets are used for Predictive/Progressive/Preview Agent Outbound. To include this functionality: 1) Remove these comments leaving the gadget <gadget> Page 42 of 77

43 Team Resources Na Details me D0A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget> <gadget> A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget> --> </gadgets> </column> </columns> </tab> <tab> <id>queuedata</id> <label>finesse.container.tabs.supervisor.queuedatalabel</label> <columns> <column> <gadgets> <gadget> A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL</gadget> <gadget> ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoi cecsqnames.agentvoicecsqname=cl</gadget>  </gadgets> </column> </columns> </tab> <tab> <id>managecall</id> <label>finesse.container.tabs.supervisor.managecalllabel</label> </tab>  <!-- The following Tab and Gadget are for MediaSense. They are *ONLY* supported with MediaSense. If you are not using MediaSense, then remove them. If you are using MediaSense and wish to show Recording Management, then do the following: 1) Remove these comments leaving the tab and gadget 2) Replace all instances of "my-mediasense-server" with the Fully Qualified Domain Name of your MediaSense Server. IMPORTANT NOTE: - In order for this Gadget to work, you must have performed all documented prerequisite steps. <tab> <id>managerecordings</id> <label>finesse.container.tabs.supervisor.managerecordingslabel</label> Page 43 of 77

44 Team Resources Na Details me Te am 1 Pho ne Boo ks Rea son Cod es (Not Rea dy) Rea son Cod es (Sig n Out ) Wra p- Up Rea son s Wor kflo ws ID 2 Des ktop Lay out <columns> <column> <gadgets> <gadget> </gadgets> </column> </columns> </tab> --> </tabs> </layout> </finesselayout> < No records found > Label Reason Label 3 - non global 3 Label Reason Label 3 - Non global 3 < No records found > Name Code Code Description Workflow3 Desc Workflow 3 Workflow 2 Desc Workflow 1 Workflow 1 Desc Workflow 1 <finesselayout xmlns=" <layout> <role>agent</role> <page> <gadget>/desktop/gadgets/callcontrol.jsp</gadget>  </page> <tabs> <tab> <id>home</id> <label>finesse.container.tabs.agent.homelabel</label> <columns> <column> <gadgets> <gadget> A4E5E6F&filterId=AgentCSQStats.csqName=CL&compositeFilterId=AgentCSQStats.AgentIds.agentId=logi nid</gadget> <gadget> Page 44 of 77

45 Team Resources Na Details me A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> </gadgets> </column> </columns> </tab> <tab> <id>mystatistics</id> <label>finesse.container.tabs.agent.mystatisticslabel</label> <columns> <column> <gadgets> <gadget> A4E5E6B&filterId=ResourceIAQStats.resourceId=loginId</gadget> <gadget> A4E5E6B&filterId=AgentStateDetailStats.agentID=loginId</gadget> </gadgets> </column> </columns> </tab> <tab> <id>managecall</id> <label>finesse.container.tabs.agent.managecalllabel</label> </tab>  </tabs> </layout> <layout> <role>supervisor</role> <page> <gadget>/desktop/gadgets/callcontrol.jsp</gadget>  <gadget> </page> <tabs> <tab> <id>manageteam</id> <label>finesse.container.tabs.supervisor.manageteamlabel</label> <columns> <column> <gadgets> <gadget>/desktop/gadgets/teamperformance.jsp</gadget> </gadgets> </column> </columns> Page 45 of 77

46 Team Resources Na Details me </tab> <tab> <id>teamdata</id> <label>finesse.container.tabs.supervisor.teamdatalabel</label> <columns> <column> <gadgets> <gadget> A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget> <gadget> A4E5B33&filterId=ResourceIAQStats.resourceId=CL</gadget>   </gadgets> </column> </columns> </tab> <tab> <id>queuedata</id> <label>finesse.container.tabs.supervisor.queuedatalabel</label> <columns> <column> <gadgets> <gadget> A60A4E5E6B&filterId=VoiceIAQStats.esdName=CL</gadget> <gadget> ED0A4E5E6B&filterId=VoiceCSQDetailsStats.agentId=CL&compositeFilterId=VoiceCSQDetailsStats.AgentVoi cecsqnames.agentvoicecsqname=cl</gadget>  </gadgets> </column> </columns> </tab> <tab> <id>managecall</id> <label>finesse.container.tabs.supervisor.managecalllabel</label> </tab> <!-- The following Tab and Gadget are used for WebChat. They are *ONLY* supported with WebChat. If you are not using WebChat, then remove them. If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat CSQs. To include this functionality: 1) Remove these comments leaving the tab and gadget 2) Replace all instances of "my-socialminer-server" with the Fully Qualified Domain Name of your SocialMiner Server. 3) [OPTIONAL] Adjust the height of the gadget by changing the "gadgetheight" parameter. IMPORTANT NOTE: - In order for this Gadget to work, you must have performed all documented prerequisite steps. Page 46 of 77

47 Team Resources Na Details me Pho ne Boo ks Rea son Cod es (Not Rea dy) Rea son Cod es (Sig n Out ) Wra p- Up Rea son s Wor kflo ws <tab> <id>managechats</id> <label>finesse.container.tabs.supervisor.managechatslabel</label> <columns> <column> <gadgets> <gadget> </gadgets> </column> </columns> </tab> -->  </tabs> </layout> </finesselayout> Name PB1 Label Reason Label 3 - non global 3 Label Reason Label 3 - Non global 3 Label Wrap-Up Reason 3 - non global Name Code Code Description Workflow 2 Desc Workflow 1 Workflow 1 Desc Workflow 1 Workflow3 Desc Workflow 3 Page 47 of 77

48 6.6 Workflows Workflows can be used to automate common repetitive agent tasks. A workflow has a unique name and a helpful description. Manage Workflows and Manage Workflow Actions gadgets can be used to view, add, edit, or delete workflows and workflow actions. All workflows are team-level workflows. Global workflow cannot be created. If global workflow is required, team workflow can be created first and then it can be assigned to all teams. Workflows Name Details Workflow 1 Description Desc Workflow 1 When to perform Actions How to apply Conditions When a Call arrives If all Conditions are met Conditions Variable Comparator Value Ordered List of Actions callvariable1 Is equal to 111 < No records found > Workflow 2 Description Desc Workflow 1 When to perform Actions How to apply Conditions When a Call ends If any Conditions are met Conditions Variable Comparator Value Ordered List of Actions callvariable4 Is equal to 333 callvariable1 Begins with start BACustomerNumber Is equal to 4444 < No records found > Workflow3 Description Desc Workflow 3 When to perform Actions How to apply Conditions When a Call ends If any Conditions are met Conditions Variable Comparator Value Ordered List of Actions callvariable1 Begins with 1 callvariable1 Is equal to 1 Name Action3 Action 2 Type BROWSER_POP HTTP_REQUEST 7 CAD Workflow Configuration Cisco Agent Desktop is a powerful team productivity and management suite of software solutions for the Cisco Unified Contact Center. It provides a unified framework of tools in a composite application that customer contact teams need to increase productivity, improve customer satisfaction, and reduce costs. 7.1 DialStrings The Dial Strings option is used to configure the way desktop applications display and dial phone numbers. Dial Strings Name Telephone Number Display Setting Page 48 of 77

49 Dial Strings Name External number format Area code Exchange Subscriber code Parentheses around area code Area code / Exchange Separator Exchange / Subscriber code Separator Internal number format Leading 'x' Remove first 'n' digits Remove last 'n' digits Setting Y Y Y Y Y Outgoing Calls Local Area Code Prefixes Local line access code Long distance line access code Ensure a 1 on long distance calls Use area code for toll calls within the area code Use area code for local calls Local exchanges All exchanges are local Local exchanges Y Y Y Y Miscellanous Use text from the clipboard as the phone number when pressing the call button Show dial pad when using text from clipboard for dialing Convert text to digits in phone numbers Y Y Y Use North American Dial String Formatting Use Variable Length Dial String Formatting Y Y 7.2 Phone Book Agents have a number of phone number lists available to them: The Recent Call List, a dynamic list of up to 100 recently-called phone numbers kept by Agent Desktop A personal phone book, created and maintained by the agent (and enabled/disabled by the system administrator) Up to 256 phone books (includes global and work flow group phone books). Each phone book supports a maximum of 3,000 directory entries. CAD supports in total up to 10,000 directory entries that includes global, work flow group, or personal phone book entries. Work flow group phone books, created by the system administrator with the work flow group Phone Book function Global phone books, which are available to all agents, are created and maintained using the Phone Book node under the Work Flow Configuration node. Work flow groups phone books, which are available to agents only in that specific work flow group, are created and maintained using the Phone Book node under the specific work flow group's node.the global Phone Book window enables you to set up and manage the global phone books that are shared by all agents, and to disable all phone books or just personal phone books. Page 49 of 77

50 7.3 Reason Codes Reason codes describe why an agent has changed to the Not Ready agent state or has logged out. A maximum of 999 reason codes can be set up for CAD and CAD-BE. IP Phone Agent has a limit of 100 reason codes. Global reason codes, which are available to all agents, are assigned using the Reason Codes node under the Work Flow Configuration node. Work flow group reason codes, which are available only to agents in that specific work flow group, are assigned using the Reason Codes node under the specific work flow group's node. Reserved reason codes (identified by [Reserved List] after the description) are predefined in Directory Services and cannot be created or deleted. There are also Unified CCX-generated reason codes that are entered when an agent is automatically put in the Not Ready or Logout state. Reason Codes Name Logout Available Reason Codes List Global Reason Codes List Reserved List Not Ready Available Reason Codes List Global Reason Codes List Reserved List Code/Description 22=Supervisor logout 32749=Agent canceled call 32755=Call ended 32756=Device in service 32757=Call Manager failover 32758=Work timer expired 32759=Device out of service 32760=Logon 32761=Non-ICD call 32762=Offhook 32763=Ring no answer 32764=CRS failover 32765=Connection down 32766=Force logout 32767=Force login 1000=ACD voice 33=Supervisor not ready 32749=Agent canceled call 32755=Call ended 32756=Device in service 32757=Call Manager failover 32758=Work timer expired 32759=Device out of service 32760=Logon 32761=Non-ICD call 32762=Offhook 32763=Ring no answer 32764=CRS failover 32765=Connection down 32766=Force logout 32767=Force login 1000=ACD voice 7.4 Wrap-up Data Wrap-up data descriptions are used by contact centers for purposes such as tracking the frequency of different activities and identifying the account to which to charge a call, among others. Wrap-up data is set up and maintained, and automated state changes are enabled, using the Wrap-up Data window. Wrap-up data descriptions are used for both calls and s. Wrap-up Data Name List Page 50 of 77

51 Wrap-up Data Name Available Wrap-up Descriptions Global Wrap-up Descriptions List 7.5 Work Flow Groups Enterprise Data Enterprise Data Work Flow Group Name default Name Enterprise Data Allow agent to edit Enterprise Data Setting Y Call Activity Device Type Caution Warning CSQ 0mins 0secs 0mins 0secs Agent 0mins 0secs 0mins 0secs Total 0mins 0secs 0mins 0secs Reason Codes Reason Codes Work Flow Group Name default Name Reason Codes Logout Available Reason Codes List Global Reason Codes List Work Flow Group List Not Ready Available Reason Codes List Global Reason Codes List Work Flow Group List List Wrap-Up Data < No records found > Phone Book < No records found > CAD Agent User Interface - CAD Page 51 of 77

52 Work Flow Group Name User Interface - CAD default Name Hint Visible Accept BUTTON Accept (Alt+Shift+A) N Answer BUTTON Answer/Drop (Ctrl+A) Y Browser BUTTON Show/Hide Integrated Browser (Alt+B) Y Call BUTTON Make Call (Ctrl+M) Y CallBack BUTTON Callback (Alt+Shift+C) N Cancel Reservation BUTTON Cancel Reservation (Alt+Shift+D) N Chat BUTTON Chat (Ctrl+J) Y Conference BUTTON Conference (Ctrl+F) Y ContactMgmt BUTTON Show/Hide Contact Management (Ctrl+G) Y Not Ready BUTTON Not Ready (Ctrl+Shift+O) Y Ready BUTTON Ready (Ctrl+Shift+W) Y Help BUTTON Help/About (Alt+H) Y Hold BUTTON Hold/Unhold (Ctrl+H) Y Login BUTTON Login/Logout (Ctrl+L) Y NotReady BUTTON Not Ready (Ctrl+O) Y Preferences BUTTON Preferences (Alt+P) Y Ready BUTTON Ready (Ctrl+W) Y Reclassify BUTTON Reclassify (Alt+Shift+Q) N Reject BUTTON Reject (Alt+Shift+R) N RejectClose BUTTON Reject-Close (Alt+Shift+U) N Reports BUTTON Reports (Ctrl+Q) Y Skip BUTTON Skip (Alt+Shift+S) N SkipClose BUTTON Skip-Close (Alt+Shift+T) N SkipNext BUTTON Skip-Next (Alt+Shift+K) N Task1 BUTTON Task1 (Alt+1) 0 Task10 BUTTON Task10 (Alt+0) 0 Task2 BUTTON Task2 (Alt+2) 0 Task3 BUTTON Task3 (Alt+3) 0 Task4 BUTTON Task4 (Alt+4) 0 Task5 BUTTON Task5 (Alt+5) 0 Task6 BUTTON Task6 (Alt+6) 0 Task7 BUTTON Task7 (Alt+7) 0 Task8 BUTTON Task8 (Alt+8) 0 Task9 BUTTON Task9 (Alt+9) 0 TouchTones BUTTON Touch Tones (Ctrl+D) Y Transfer BUTTON Transfer (Ctrl+T) Y Work BUTTON Work (Ctrl+Y) Y Show Data Fields Show these fields in this order 0 : Calling# 1 : Called# 2 : Alerting# 3 : Original Calling# 4 : Original Called# Miscellaneous Name Window Behavior Macro Hot Key Real time displays always on top Setting N F2 N Page 52 of 77

53 User Interface - CAD Work Flow Group Name User Interface - CAD Dial pad always on top Rules and Actions only apply to the first call appearance N Y Browser Setup General Browser Options Allow Address Editing Allow Hyperlink Dialing Popups In New Windows Enable Integrated Browser Number Of Workflow Browsers Home Page Work Sites Supervisor & Workflow Browser Tabs Y Y Y Y Remote Access Name Allow IPC receive events Enter the port number to use Setting N Voice Contact Work Flows - CAD Work Flow Group Name Voice Contact Work Flows - CAD default < No records found > Contact Work Flows Work Flow Group Name Contact Work Flows default < No records found > Agent Management - CAD Work Flow Group Name Agent Management - CAD default < No records found > CAD-BE Agent User Interface - CAD-BE Work Flow Group Name User Interface - CAD-BE default < No records found > Show Data Fields Show these fields in this order Miscellaneous Name Rules and Actions only apply to the first call appearance Setting N Browser Setup Page 53 of 77

54 User Interface - CAD-BE Work Flow Group Name User Interface - CAD-BE General Browser Options Allow Address Editing Allow Hyperlink Dialing Popups In New Windows Enable Integrated Browser Number Of Workflow Browsers Home Page Work Sites Home Page Y Y Y Y Voice Contract Work Flows - CAD-BE Work Flow Group Name Voice Contract Work Flows - CAD-BE default < No records found > IP Phone Agent IP Phone Agent Work Flow Group Name IP Phone Agent default < No records found > 8 Command Line objects This section contains status and configuration objects obtained via the command line. 8.1 Server This section contains status and configuration objects obtained via the command line. show status utils ntp status show hardware show network eth0 show version active show version inactive show timezone config show stats io Show status show status Host Name : UCCX115 Date : Thu Mar 26, 20:43:45 Time Zone : Pacific Daylight Time (America/Los_Angeles) Locale : en_us.utf-8 Product Ver : Unified OS Version : License MAC : c0f3499ba065 Uptime: 20:43:46 up 21 min, 2 users, load average: 0.71, 0.94, 1.44 CPU Idle: 80.61% System: 08.16% User: 11.22% Page 54 of 77

55 show status IOWAIT: 00.00% IRQ: 00.00% Soft: 00.00% Memory Total: K Free: K Used: K Cached: K Shared: 0K Buffers: 7608K Total Free Used Disk/active K K K (43%) Disk/inactive K K K (1%) Disk/logging K K K (42%) NTP Status utils ntp status ntpd (pid 6844) is running... remote refid st t when poll reach delay offset jitter ============================================================================== * u synchronised to NTP server ( ) at stratum 5 time correct to within 60 ms polling server every 64 s Current time in UTC is : Fri Mar 27 03:43:46 UTC Current time in America/Los_Angeles is : Thu Mar 26 20:43:46 PDT Show hardware show hardware HW Platform : VMware Virtual Machine Processors : 1 Type : Intel(R) Core(TM) i7-4930k 3.40GHz CPU Speed : 3400 Memory : 4096 MBytes Object ID : OS Version : UCOS i386 Serial Number : VMware-56 4d ec 9d 0c 85-6a c4 a7 e RAID Version : No RAID controller information is available BIOS Information : PhoenixTechnologiesLTD /30/2013 RAID Details : No RAID information is available Physical device information Number of Disks : 1 Hard Disk #1 Size (in GB) : 165 Partition Details : Disk /dev/sda: cylinders, 255 heads, 63 sectors/track Units = sectors of 512 bytes, counting from 0 Device Boot Start End #sectors Id System /dev/sda1 * Linux /dev/sda Linux /dev/sda Linux /dev/sda Extended /dev/sda Linux swap / Solaris /dev/sda Linux Page 55 of 77

56 8.1.4 Show network eth0 show network eth0 Ethernet 0 DHCP : disabled Status : up IP Address : IP Mask : Link Detected: yes Mode : Auto enabled, Full, 1000 Mbits/s Duplicate IP : no DNS Primary : Secondary : Not Configured Options : timeout:5 attempts:2 Domain : lab.test Gateway : on Ethernet Show version active show version active Active Master Version: Active Version Installed Software Options: No Installed Software Options Found Show version inactive show version inactive Inactive Master Version: Show timezone config show timezone config Current timezone: Pacific Daylight Time (America/Los_Angeles) Timezone version: 2013i Show stats io show stats io avg-cpu: %user %nice %system %iowait %steal %idle Device: tps Blk_read/s Blk_wrtn/s Blk_read Blk_wrtn sda Page 56 of 77

57 9 Script Files Unified CCX applications are based on scripts created in the Unified CCX Editor. The following sub chapters list each script that is present in the UCCX script repository. Simple_Queuing.aef SNU.aef voicebrowser.aef Folder2 VisibleQ.aef Folder1 BasicQ.aef Folder1 CollectDigits.aef Folder1 Folder11 aa.aef Folder1 Folder11 outboundvoicebrowser.aef Folder1 Folder11 rmon.aef 9.1 Simple_Queuing.aef Start Simple Queuing Template Accept (--Triggering Contact--) Play Prompt (--Triggering Contact--, WelcomePrompt) Select Resource (--Triggering Contact-- from CSQ) Connected Queued queueloop: Play Prompt (--Triggering Contact--, QueuePrompt) Delay DelayWhileQueued sec Goto queueloop End Script Variables Name Type Value Attributes resourceid String "" null CSQ String "" Parameter DelayWhileQueued int 30 Parameter WelcomePrompt Prompt SP[ICD\ICDWelcome.wav] Parameter QueuePrompt Prompt SP[ICD\ICDQueue.wav] Parameter SRS_TempResourceSelectedVar2 User null null Page 57 of 77

58 9.2 SNU.aef Start Spoken Name Upload Template Accept (--Triggering Contact--) language = Get Contact Info (--Triggering Contact--, Language) Play Prompt (--Triggering Contact--, SP[SNU\welcomeSpokenName.wav]) GetUser: user = Name To User (--Triggering Contact--, -- Default --) Successful currentrecording = Get User Info (user, Spoken Name) If (currentrecording!= null) Then True GetPin: False nameprompt = Create Container Prompt Concatenation (currentrecording) Get User Info (user) /*Spell fullname based on locale*/ spelledprompt = Create Generated Prompt fullname (firstname, lastname) ttsprompt = Create Generated Prompt fullname (firstname, lastname,...) /*Fall back to spelled prompt if TTS is not available*/ Set nameprompt = ttsprompt spelledprompt pin = Get Digit String (--Triggering Contact--) Successful Authenticate: Authenticate User PIN (user, pin) Success pound = Create Generated Prompt telephone.number ("#") Record: /*Localize based on language*/ instructprompt = Create Language Prompt (L[ko]: SP[SNU\finished.wav]+pound+SP[SNU\press.wav], L[]: SP[SNU\finished.wav]+pound,...) recording = Recording (--Triggering Contact--, SP[SNU\rec_name.wav]+instructPrompt, 10) Successful Play Prompt (--Triggering Contact--, SP[SNU\new_rec.wav] + recording) Menu (--Triggering Contact--, SP[SNU\menu_re_rec.wav]) Key 1 Key 2 Set User Info (user) Success finalprompt = Create Container Prompt Concatenation (SP[SNU\store_success.wav]) Goto Bye Unsuccessful finalprompt = Create Container Prompt Concatenation (SP[SNU\error_general.wav] + SP[SNU\error_try_later]) Goto Bye If (triesrecord < triesmaxrecord ) Then True Set triesrecord = triesrecord +1 Goto Record False finalprompt = Create Container Prompt Concatenation (SP[SNU\error_try_later.wav]) Goto Bye Page 58 of 77

59 Bye: Timeout Timeout Unsuccessful Unsuccessful Timeout finalprompt = Create Container Prompt Concatenation (SP[SNU\error_try_later.wav]) Goto Bye Unsuccessful finalprompt = Create Container Prompt Concatenation (SP[SNU\error_try_later.wav]) Goto Bye finalprompt = Create Container Prompt Concatenation (SP[SNU\error_rec.wav] + SP[SNU\error_try_later.wav]) Goto Bye If (triesauthentication True False If (pin == "") Then True False Unsuccessful Play Prompt (--Triggering Contact--, SP[SNU\error_auth.wav]) Set triesauthentication = triesauthentication+ 1 Goto GetUser finalprompt = Create Container Prompt Concatenation (SP[SNU\error_auth.wav] + SP[SNU\error_try_later.wav]) Goto Bye /*No pin was entered*/ If (triesgetdigit True False Set triesgetdigit = triesgetdigit + 1 Play Prompt (--Triggering Contact--, SP[SNU\still_there.wav] + DP[500]) Goto GetPin /*Disconnect Caller Max retries reached.*/ finalprompt = Create Container Prompt Concatenation (SP[SNU\error_try_later.wav]) Goto Bye Goto Authenticate finalprompt = Create Container Prompt Concatenation (SP[SNU\error_try_later.wav]) Goto Bye finalprompt = Create Container Prompt Concatenation (SP[SNU\error_try_later.wav]) Goto Bye Unsuccessful finalprompt = Create Container Prompt Concatenation (SP[SNU\error_try_later.wav]) Goto Bye Set Contact Info (--Triggering Contact--, handled) Set finalprompt = finalprompt + DP[500] + SP[SNU\goodbye.wav] Play Prompt (--Triggering Contact--, finalprompt) Terminate (--Triggering Contact--) End Script Variables Name Type Value Attributes pin String "" null Page 59 of 77

60 user User null null recording Document null null finalprompt Prompt P[] null triesauthentication int 0 null triesmaxauthentication int 3 null triesrecord int 0 null triesmaxrecord int 3 null currentrecording Document null null fullname String "" null triesgetdigit int 0 null triesmaxgetdigit int 3 null spelledprompt Prompt P[] null firstname String "" null lastname String "" null language Language L[en_US] null instructprompt Prompt P[] null pound Prompt P[] null ttsprompt Prompt P[] null nameprompt Prompt P[] null Page 60 of 77

61 9.3 voicebrowser.aef Start Voice Browser Template Accept (--Triggering Contact--) DEFAULT_DOC_VER3 = Create URL Document (uri) Voice Browser (--Triggering Contact--, DEFAULT_DOC_VER3) Terminate (--Triggering Contact--) End Script Variables Name Type Value Attributes uri String "" Parameter DEFAULT_DOC_VER3 Document DOC[] null Page 61 of 77

62 9.4 Folder2 VisibleQ.aef Start Visible Queuing Template WaitTime = Get Enterprise Call Info (--Triggering Contact--, "user.expected.wait.time", -- Scalar --, -- All --) Accept (--Triggering Contact--) /*Play Visible Queue Announcement */ Play Prompt (--Triggering Contact--, SP[ICM\ICMVisibleQAnn1]) Play Prompt (--Triggering Contact--, SP[] + WaitTime + SP[ICM\ICMSecond] + SP[ICM\ICMVisibleQAnn2]) /*Play music for 30 seconds.*/ Call Hold (--Triggering Contact--) Delay 30 sec PlayWaitAnnounce: Call Unhold (--Triggering Contact--) Play Prompt (--Triggering Contact--, SP[ICM\ICMWait4NextAvail]) Call Hold (--Triggering Contact--) Delay 60 sec Goto PlayWaitAnnounce End Script Variables Name Type Value Attributes WaitTime int 0 null Page 62 of 77

63 9.5 Folder1 BasicQ.aef Start Basic Queuing Template Accept (--Triggering Contact--) Play Prompt (--Triggering Contact--, SP[ICM\ICMStayOnline]) /*Play Music for 30 seconds*/ Call Hold (--Triggering Contact--) Delay 30 sec PlayWaitAnnounce: Call Unhold (--Triggering Contact--) Play Prompt (--Triggering Contact--, SP[ICM\ICMWait4NextAvail]) Call Hold (--Triggering Contact--) Delay 60 sec Goto PlayWaitAnnounce End Page 63 of 77

64 9.6 Folder1 CollectDigits.aef Start Collect Digits Template Accept (--Triggering Contact--) acctno = Get Digit String (--Triggering Contact--) Successful Timeout Set Enterprise Call Info (--Triggering Contact--) Variables Used:acctno /*CED will be empty and let ICM handles the error.*/ Unsuccessful /*CED will be empty and let ICM handles the error.*/ End Script Variables Name Type Value Attributes acctno String "" null Page 64 of 77

65 9.7 Folder1 Folder11 aa.aef Start Auto Attendant Template Accept (--Triggering Contact--) /*Check if we support ASR*/ Get Contact Info (--Triggering Contact--) /*Initialize Prompts*/ menuprompt = Create Conditional Prompt (asr? SP[AA\AAMainMenu_ASR] : SP[AA\AAMainMenu]) extnprompt = Create Conditional Prompt (asr? SP[AA\AAEnterExtn_ASR] : SP[AA\AAEnterExtn]) nameprompt = Create Container Prompt Escalation (SP[AA\AANameDial0_ASR] SP[AA\AANameDial1_ASR]...) nameprompt = Create Conditional Prompt (asr? nameprompt : SP[AA\AANameDial]) /*Play Welcome Prompt without any interruptions or barge-in being enabled.*/ Play Prompt (--Triggering Contact--, welcomeprompt) MainMenu: If (asr AlwaysEnableDialByName ) Then True /*DialByName supported.*/ False Switch Language ( language ) en /*DialByName supported for English*/ fr_ca Default /*DialByName supported for Canadian French.*/ /*DialByName not supported.*/ Goto DialByExtn prompt = Create Container Prompt Escalation (prefixprompt + menuprompt menuprompt) /*Clear Prefix*/ Set prefixprompt = P[] Simple Recognition (--Triggering Contact--, prompt, SG[AA\AAMainMenu]) DialByExtn DialByExtn: prompt = Create Container Prompt Concatenation (prefixprompt + extnprompt) /*Clear Prefix*/ Set prefixprompt = P[] extnxfer = Get Digit String (--Triggering Contact--) Successful If (extnxfer == "") Then True Set prefixprompt = SP[AA\AAInvalidExtn] + DP[500] If (attempts < MaxRetry ) Then True Increment attempts Goto MainMenu False False prompt = Create Generated Prompt telephone.number (extnxfer) /*Localize based on Language*/ prompt = Create Language Prompt (L[ja]: prompt + SP[AA\AACallingExtn], L[ko]: prompt + SP[AA\AACallingExtn],...) Implicit Confirmation (--Triggering Contact--, prompt) Page 65 of 77

66 No If (attempts < MaxRetry ) Then True /*Flush Input Buffer in case the caller pushed multiple times on the keys to stop the transfer. We need to do it here because the GetDigitString that queries for the extension doesn't flush the buffer. Now we could also have replace the GetDigitString step for a ExtendedGetDigitStep and dynamically change the boolean variable used for the FlushInputBuffer property to be true before we branch there. */ DialByName Timeout Unsuccessful DialByName: Yes False Play Prompt (--Triggering Contact--, P[]) Increment attempts Goto DialByExtn Call Redirect (--Triggering Contact-- to extnxfer) Successful Busy Invalid Set Contact Info (--Triggering Contact--, handled) End Set prefixprompt = SP[AA\AABusyExtn] + DP[500] Set prefixprompt = SP[AA\AAInvalidExtn] + DP[500] Unsuccessful Set prefixprompt = SP[AA\AAExtnOutOfService] + DP[500] If (attempts < MaxRetry ) Then True False Increment attempts Goto MainMenu 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 False Set prompt = SP[AA\AACalling] /*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 not available.*/ /*Fall back to Spelling prompt if there is no spoken name and TTS is fullnameprompt = Create Generated Prompt fullname (firstname, lastname) ttsprompt = Create Generated Prompt fullname (firstname, lastname,...) prompt = Create Conditional Prompt (spokenname == null? ttsprompt fullnameprompt : P[] + spokenname) Page 66 of 77

67 If (asr) Then True /*Localize based on Language*/...) prompt = Create Language Prompt (L[ja]: prompt + SP[AA\AAWant2Call_ASR], L[ko]: prompt + SP[AA\AAWant2Call_ASR], False Set prompt = prompt + DP[250] + SP[AA\AAWant2Call] prompt = Create Container Prompt Concatenation (prompt) /*Set needs to be removed as soon as the step is fixed to support grammar expressions*/ Yes Set grammar = SG[AA\AAWantToCall] Explicit Confirmation (--Triggering Contact--, prompt, grammar) Yes No Timeout Error Goto Xfer If (attempts < MaxRetry ) Then Xfer: True False Increment attempts Goto DialByName /*Check if extension exist as the new NameToUser step can return users that do not have devices associated with them.*/ Operator Timeout Unsuccessful Operator XferOperator: If (extnxfer!= null) Then True False Call Redirect (--Triggering Contact-- to extnxfer) Successful Busy Invalid Set Contact Info (--Triggering Contact--, handled) End Set prefixprompt = SP[AA\AABusyExtn] + DP[500] Set prefixprompt = SP[AA\AAInvalidExtn] + DP[500] Unsuccessful Set prefixprompt = SP[AA\AAExtnOutOfService] + DP[500] Set prefixprompt = SP[AA\AAInvalidExtn] + DP[500] If (attempts < MaxRetry ) Then True False Goto XferOperator Increment attempts Goto MainMenu Call Redirect (--Triggering Contact-- to operextn) Page 67 of 77

68 Timeout Successful Busy Invalid Set Contact Info (--Triggering Contact--, handled) End Set prefixprompt = SP[AA\AABusyExtn] + DP[500] Set prefixprompt = SP[AA\AAInvalidExtn] + DP[500] Unsuccessful Set prefixprompt = SP[AA\AAExtnOutOfService] + DP[500] If (attempts < MaxRetry ) Then True False Unsuccessful Increment attempts Goto MainMenu /*We could not recognize anything or transfer anywhere*/ Play Prompt (--Triggering Contact--, prefixprompt + SP[AA\AASorry]) Call Redirect (--Triggering Contact-- to operextn) Successful Busy Invalid Terminate (--Triggering Contact--) End Set prefixprompt = SP[AA\AABusyExtn] + DP[500] Set prefixprompt = SP[AA\AAInvalidExtn] + DP[500] Unsuccessful Set prefixprompt = SP[AA\AAExtnOutOfService] + DP[500] If (attempts < MaxRetry ) Then True False Increment attempts Goto MainMenu /*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 Type Value Attributes welcomeprompt Prompt SP[AA\AAWelcome.wav] Parameter extnxfer String "" null user User null null menuprompt Prompt P[] null asr boolean false null prefixprompt Prompt P[] null attempts int 1 null extnprompt Prompt P[] null nameprompt Prompt P[] null prompt Prompt P[] null spokenname Document null null Page 68 of 77

69 name String "" null language Language L[en_US] null MaxRetry int 3 Parameter AlwaysEnableDialByName boolean false null grammar Grammar G[] null operextn String "" Parameter firstname String "" null lastname String "" null fullnameprompt Prompt P[] null ttsprompt Prompt P[] null Page 69 of 77

70 9.8 Folder1 Folder11 outboundvoicebrowser.aef Start Outbound Voice Browser Template Get Http Contact Info (--Triggering Contact--) call = Place Call (to destphoneno) Successful /*Make call Successful*/ DEFAULT_DOC_VER3 = Create URL Document (calleruri) VxmlResponse = Voice Browser (call, DEFAULT_DOC_VER3) NoAnswer Busy Invalid /*No Answer */ End /*Dest Busy*/ End NoResource Unsuccessful Terminate (call) Http Forward (--Triggering Contact--, "/vxml/outbound_example/response.jsp") End Script Variables Name Type Value Attributes call Contact null null CallControlGroupId int 0 Parameter RNATimeout int 30 Parameter DialogControlGroupId int 1 Parameter destphoneno String "1000" null calleruri String " null VxmlResponse String "N/A" null DEFAULT_DOC_VER3 Document DOC[] null Page 70 of 77

71 9.9 Folder1 Folder11 rmon.aef Start Remote Monitoring Template Accept (--Triggering Contact--) Play Prompt (--Triggering Contact--, welcomeprompt) Set numauth = 0 authstart: Set authok = false userlogin = Get Digit String (--Triggering Contact--) Successful password = Get Digit String (--Triggering Contact--) Successful Authenticate User PIN (userlogin, password) Success Set authok = true Unsuccessful Timeout Unsuccessful Timeout Unsuccessful If (authok) Then True False Increment numauth If (numauth < AuthenticationRetry) Then True Play Prompt (--Triggering Contact--, SP[SSA\pwdOrUidWrong]) Goto authstart False Play Prompt (--Triggering Contact--, SP[SSA\failAuthenticate]) Goto end /*Dynamically construct the prompt for selectting CSQs*/ Set errorcount = 0 getoptionofcsqorext: Menu (--Triggering Contact--, SP[SSA\extOrCSQ]) Output 1 getextension: Set ext = "" extstr = Get Digit String (--Triggering Contact--) Successful Set ext = extstr Timeout Set ext = "" Unsuccessful Set ext = "" If (ext!="") Then True Play Prompt (--Triggering Contact--, SP[SSA\cancelMonitor]) monitorextstep: failurecode = Start Monitor Resource Extension (--Triggering Contact--, ext, Supervisor: userlogin, Enable Allowed Agents) WaitForCall Page 71 of 77

72 Set errorcount = 0 waitforcallagent: Menu (--Triggering Contact--, DP[1]) Output 1 Stop Monitor (--Triggering Contact--) Success Goto getoptionofcsqorext Fail Goto getoptionofcsqorext Timeout Goto waitforcallagent Unsuccessful Goto waitforcallagent Monitor Set errorcount = 0 monitoragent: Menu (--Triggering Contact--, DP[1]) Output 1 Stop Monitor (--Triggering Contact--) Success Menu (--Triggering Contact--, SP[SSA\doneMenu]) Output 1 Play Prompt (--Triggering Contact--, SP[SSA\cancelMonitor]) Goto monitorextstep Output 2 Goto getoptionofcsqorext Output 3 Goto end Timeout Goto end Unsuccessful Goto end Fail Goto getoptionofcsqorext Timeout Goto monitoragent Unsuccessful Goto monitoragent NotAnswered Set errorcount = 0 Goto monitorextstep Error Switch int ( failurecode ) InvalidInput Play Prompt (--Triggering Contact--, SP[SSA\invalidInput]) AgentNotLogin Play Prompt (--Triggering Contact--, SP[SSA\agentNotLogin]) NotAllowed Play Prompt (--Triggering Contact--, SP[SSA\notAllowed]) VoipServerDown Play Prompt (--Triggering Contact--, SP[SSA\voipServerDown]) UnableMixing Page 72 of 77

73 Play Prompt (--Triggering Contact--, SP[SSA\unableToMix]) UnableFollowCall Play Prompt (--Triggering Contact--, SP[SSA\unableFollowCall]) Default Play Prompt (--Triggering Contact--, SP[SSA\unableToMonitor]) If (errorcount < maxtotalfails ) Then True Increment errorcount Goto getoptionofcsqorext False Goto end Done Set errorcount = 0 doneagent: Menu (--Triggering Contact--, SP[SSA\doneMenu]) Output 1 Play Prompt (--Triggering Contact--, SP[SSA\cancelMonitor]) Goto monitorextstep Output 2 Goto getoptionofcsqorext Output 3 Goto end Timeout Goto end Unsuccessful Goto end False If (errorcount < maxtotalfails ) Then True Increment errorcount Play Prompt (--Triggering Contact--, SP[try_again]) Goto getextension False Goto end Goto end Output 2 csqmenu: Set csq = "" csq = Get Digit String (--Triggering Contact--) Successful csqnamewaveprompt = Create CSQ Prompt (csq) Successful Set csqnamewaveprompt = SP[SSA\haveSelectCSQ]+csqNameWavePrompt Play Prompt (--Triggering Contact--, csqnamewaveprompt) Unsuccessful Invalid CSQ ID Play Prompt (--Triggering Contact--, SP[SSA\cancelMonitor]) StartMonitorCSQ: failurecode = Start Monitor CSQ (--Triggering Contact--, csq, Supervisor: userlogin, Enable Allowed Agents) WaitForCall Set errorcount = 0 waitforcallcsq: Page 73 of 77

74 Menu (--Triggering Contact--, DP[1]) Output 1 Stop Monitor (--Triggering Contact--) Success Goto getoptionofcsqorext Fail Goto getoptionofcsqorext Timeout Goto waitforcallcsq Unsuccessful Goto waitforcallcsq Monitor Set errorcount = 0 monitorcsq: Menu (--Triggering Contact--, DP[1]) Output 1 Stop Monitor (--Triggering Contact--) Success Menu (--Triggering Contact--, SP[SSA\doneMenu]) Output 1 Play Prompt (--Triggering Contact--, SP[SSA\cancelMonitor]) Goto StartMonitorCSQ Output 2 Goto getoptionofcsqorext Output 3 Goto end Timeout Goto end Unsuccessful Goto end Fail Goto getoptionofcsqorext Timeout Goto monitorcsq Unsuccessful Goto monitorcsq NotAnswered Set errorcount = 0 Goto StartMonitorCSQ Error Switch int ( failurecode ) InvalidInput Play Prompt (--Triggering Contact--, SP[SSA\invalidInput]) AgentNotLogin Play Prompt (--Triggering Contact--, SP[SSA\agentNotLogin]) NotAllowed Play Prompt (--Triggering Contact--, SP[SSA\notAllowed]) VoipServerDown Play Prompt (--Triggering Contact--, SP[SSA\voipServerDown]) UnableMixing Play Prompt (--Triggering Contact--, SP[SSA\unableToMix]) UnableFollowCall Page 74 of 77

75 end: Timeout Timeout Done Default Play Prompt (--Triggering Contact--, SP[SSA\unableFollowCall]) Play Prompt (--Triggering Contact--, SP[SSA\unableToMonitor]) If (errorcount < maxtotalfails ) Then True False Increment errorcount Goto getoptionofcsqorext Goto end Set errorcount = 0 donecsq: Menu (--Triggering Contact--, SP[SSA\doneMenu]) Output 1 Output 2 Output 3 Timeout Play Prompt (--Triggering Contact--, SP[SSA\cancelMonitor]) Goto StartMonitorCSQ Goto getoptionofcsqorext Goto end Goto end Unsuccessful Goto end If (errorcount < maxtotalfails ) Then True False Unsuccessful Goto end Unsuccessful Goto end Increment errorcount Play Prompt (--Triggering Contact--, SP[try_again]) Goto csqmenu Goto end If (errorcount < maxtotalfails ) Then True False Increment errorcount Play Prompt (--Triggering Contact--, SP[try_again]) Goto csqmenu Goto end Play Prompt (--Triggering Contact--, SP[goodbye]) Set Contact Info (--Triggering Contact--, handled) Terminate (--Triggering Contact--) End Script Variables Name Type Value Attributes userlogin String "" null Page 75 of 77

76 password String "" null authok boolean false null numauth int 0 null ext String "" null csq String "" null AuthenticationRetry int 3 Parameter extstr String "" null maxtotalfails int 10 null errorcount int 0 null failurecode int 0 null csqnamewaveprompt Prompt P[] null welcomeprompt Prompt SP[SSA\welcomeRmon] Parameter Page 76 of 77

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