Table of Content

Table of Contents

1 Report Summary 2 System 2.1 Server 2.2 Services 2.3 System Parameters 2.4 License Information 2.5 Recording Configuration 2.6 Standalone CUIC Configuration 2.7 Language Information 3 Applications 3.1 Application Management 3.2 Script Management 3.3 Prompt Management 3.4 Grammar Management 3.5 Document Management 4 Subsystems 4.1 CUCM Telephony 4.1.1 Provider 4.1.2 Call Control Group 4.1.2.1 UCCX Call Control Group ID 2 4.1.2.2 CUCM Call Control Group ID 2 4.1.2.3 UCCX Call Control Group ID 3 4.1.2.4 CUCM Call Control Group ID 3 4.1.3 Triggers 4.1.3.1 UCCX Trigger Route Point 50200 4.1.3.2 CUCM Trigger Route Point 50200 4.1.3.3 UCCX Trigger Route Point 50201 4.1.3.4 CUCM Trigger Route Point 50201 4.1.3.5 UCCX Trigger Route Point 50205 4.1.3.6 CUCM Trigger Route Point 50205 4.1.3.7 UCCX Trigger Route Point 4444 4.1.3.8 CUCM Trigger Route Point 4444 4.1.4 Telephony Advanced Settings 4.2 RmCm 4.2.1 Skills 4.2.2 Resources 4.2.3 Resource Groups 4.2.4 Contact Service Queues 4.2.5 RmCm Provider 4.2.6 Agent Based Routing Settings 4.2.7 Teams 4.3 Chat and Email 4.3.1 Contact Service Queues 4.3.2 Chat SocialMiner Configuration 4.3.3 Mail Server Configuration 4.3.4 Predefined Responses 4.3.5 Channel Parameters 4.3.6 Chat Widget List 4.3.7 Teams 4.4 Outbound 4.4.1 General 4.4.2 Campaigns 4.4.3 Area Codes 4.4.4 SIP Gateway Configuration 4.5 Database 4.5.1 Data Sources 4.5.2 Parameters 4.5.3 Drivers 4.6 HTTP Trigger Configuration 4.7 eMail Configuration 4.8 Cisco Media 4.9 MRCP ASR 4.9.1 MRCP ASR Providers 4.9.2 MRCP ASR Servers 4.9.3 MRCP ASR Dialog Groups 4.10 MRCP TTS 4.10.1 MRCP TTS Providers 4.10.2 MRCP TTS Servers 4.10.3 MRCP TTS Default Genders 5 Tools 5.1 Historical Reporting 5.1.1 Database Server Configuration 5.1.2 SMTP Server Configuration 5.1.3 Purge Schedule Configuration 5.1.4 Purge Now 6 Finesse Workflow Configuration 6.1 IP Phone Agent Settings 6.2 Call Variables Layout 6.3 Desktop Layout 6.4 Phone Books 6.5 Reasons 6.6 Team Resources 6.7 Workflows 7 Command Line objects 7.1 Server 10.5.1.14 7.1.1 Show status 7.1.2 NTP Status 7.1.3 Show hardware 7.1.4 Show network eth0 7.1.5 Show version active 7.1.6 Show version inactive 7.1.7 Show timezone config 7.1.8 Show stats io 8 Script Files 8.1 aa.aef 8.2 SNU.aef 8.3 voicebrowser.aef 8.4 F1__aa.aef 8.5 F1__icd.aef


1 Report Summary

This configuration report contains the configuration objects for the Cisco Unified Contact Center Express (Unified CCX) cluster.

Cisco Unified Contact Center Express meets the needs of midmarket and enterprise branch-office or departmental companies that need easy-to-deploy, easy-to-use, secure, virtual, highly available, and sophisticated customer interaction management for up to 400 agents. Cisco Unified Contact Center Express support for powerful, agent-based service as well as fully integrated self-service applications results in reduced business costs and improved customer response by providing sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services in a single-server, contact-center-in-a-box deployment while offering the flexibility to scale to larger, more demanding environments. Cisco Unified Contact Center Express helps ensure your business rules for inbound and outbound voice and email; and customer interaction management helps ensure that each contact is delivered to the right agent the first time.

To help companies provide efficient, effective, customer-focused service in the contact center, supervisors must have the tools they need to manage team performance. Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express helps supervisors and other managers align contact center performance with business objectives by integrating workforce optimization into the team's daily workflow. Cisco Unified Contact Center Express is provided in three versions: Standard, Enhanced, and Premium, to better match product functions with your customer contact interaction management requirements. All Cisco Unified Contact Center Express products are tightly integrated with Cisco Unified Communications Manager.

Cisco Unified Contact Center Express (Unified CCX), a member of the Cisco Unified Communications family of products, manages customer voice contact centers for departments, branches, or small to medium-size companies planning to deploy an entry-level or mid-market contact center solution.

A single-server, integrated 'contact center in a box' intended for both formal and informal contact centers, Cisco Unified Contact Center Express delivers:


Report Info
Report date12/09/2016 2:41:54 PM
Report generated forCustomer
DescriptionAs-Built Documentation for project
Server Info
UCCX version11.0.1.10000-75.i386
UCCX IP10.5.1.14
Report Settings
Report TypeDirect Report
Visual styleBlu Light.css
Report ContentAll objects
Template HTMLUCCXreportTemplate.htm
Template WordBars_Phones_Green_Blue.doc
Report Tool Info
Report Tool version11.0.10 / 06 Sep 2016
Report Tool LicenseLicensed [Prof 1]

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:

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 AddressNode IDIPv6 AddressMAC AddressDescription
uccx1122001:0db8:85a3:0000:0000:8a2e:0370:733AAAABBBBCCCCDescription

2.2 Services

The following services are present on this server:

Services
Server NameNode TypeService NameStatusActivation StatusStart Time
10.5.1.14PublisherA Cisco DBStartedActivatedSun Sep 11 08:00:36 2016
10.5.1.14PublisherA Cisco DB ReplicatorStartedActivatedSun Sep 11 08:00:37 2016
10.5.1.14PublisherCisco AMC ServiceStartedActivatedSun Sep 11 08:01:04 2016
10.5.1.14PublisherCisco Audit Event ServiceStartedActivatedSun Sep 11 08:01:05 2016
10.5.1.14PublisherCisco CDPStartedActivatedSun Sep 11 08:00:52 2016
10.5.1.14PublisherCisco CDP AgentStartedActivatedSun Sep 11 08:00:46 2016
10.5.1.14PublisherCisco CallManager ServiceabilityStartedActivatedSun Sep 11 08:08:28 2016
10.5.1.14PublisherCisco Certificate Change NotificationStartedActivatedSun Sep 11 08:00:59 2016
10.5.1.14PublisherCisco Certificate Expiry MonitorStartedActivatedSun Sep 11 08:00:58 2016
10.5.1.14PublisherCisco DRF LocalStartedActivatedSun Sep 11 08:00:57 2016
10.5.1.14PublisherCisco DRF MasterStartedActivatedSun Sep 11 08:00:56 2016
10.5.1.14PublisherCisco Database Layer MonitorStartedActivatedSun Sep 11 08:00:38 2016
10.5.1.14PublisherCisco Finesse TomcatStartedActivatedSun Sep 11 08:01:21 2016
10.5.1.14PublisherCisco Log Partition Monitoring ToolStartedActivatedSun Sep 11 08:00:51 2016
10.5.1.14PublisherCisco RIS Data CollectorStartedActivatedSun Sep 11 08:01:03 2016
10.5.1.14PublisherCisco RTMT Reporter ServletStartedActivatedSun Sep 11 08:08:29 2016
10.5.1.14PublisherCisco Syslog AgentStartedActivatedSun Sep 11 08:00:47 2016
10.5.1.14PublisherCisco TomcatStartedActivatedSun Sep 11 08:00:41 2016
10.5.1.14PublisherCisco Tomcat Stats ServletStartedActivatedSun Sep 11 08:08:33 2016
10.5.1.14PublisherCisco Trace Collection ServiceStartedActivatedSun Sep 11 08:01:01 2016
10.5.1.14PublisherCisco Trace Collection ServletStartedActivatedSun Sep 11 08:08:33 2016
10.5.1.14PublisherCisco Unified CCX AdministrationStartedActivatedSun Sep 11 08:08:33 2016
10.5.1.14PublisherCisco Unified CCX CVD Dependent WebappStartedActivatedSun Sep 11 08:08:33 2016
10.5.1.14PublisherCisco Unified CCX Cluster View DaemonStartedActivatedSun Sep 11 08:00:40 2016
10.5.1.14PublisherCisco Unified CCX Configuration APIStartedActivatedSun Sep 11 08:08:33 2016
10.5.1.14PublisherCisco Unified CCX DB Perfmon Counter ServiceStartedActivatedSun Sep 11 08:01:13 2016
10.5.1.14PublisherCisco Unified CCX DatabaseStartedActivatedSun Sep 11 08:00:39 2016
10.5.1.14PublisherCisco Unified CCX EngineStartedActivatedSun Sep 11 08:01:19 2016
10.5.1.14PublisherCisco Unified CCX Notification ServiceStartedActivatedSun Sep 11 08:01:20 2016
10.5.1.14PublisherCisco Unified CCX Perfmon Counter ServiceStartedActivatedSun Sep 11 08:01:15 2016
10.5.1.14PublisherCisco Unified CCX SNMP Java AdapterStartedActivatedSun Sep 11 08:01:11 2016
10.5.1.14PublisherCisco Unified CCX ServiceabilityStartedActivatedSun Sep 11 08:08:33 2016
10.5.1.14PublisherCisco Unified CCX Socket.IO ServiceStartedActivatedSun Sep 11 08:01:17 2016
10.5.1.14PublisherCisco Unified CCX Voice SubagentStartedActivatedSun Sep 11 08:01:11 2016
10.5.1.14PublisherCisco Unified CCX WebServicesStartedActivatedSun Sep 11 08:08:33 2016
10.5.1.14PublisherCisco Unified Intelligence Center Reporting ServiceStartedActivatedSun Sep 11 08:01:06 2016
10.5.1.14PublisherCisco Unified Intelligence Center Serviceability ServiceStartedActivatedSun Sep 11 08:01:07 2016
10.5.1.14PublisherCisco Unified Serviceability RTMTStartedActivatedSun Sep 11 08:08:29 2016
10.5.1.14PublisherHost Resources AgentStartedActivatedSun Sep 11 08:00:44 2016
10.5.1.14PublisherMIB2 AgentStartedActivatedSun Sep 11 08:00:43 2016
10.5.1.14PublisherPlatform Administrative Web ServiceStartedActivatedSun Sep 11 08:08:33 2016
10.5.1.14PublisherSNMP Master AgentStartedActivatedSun Sep 11 08:00:42 2016
10.5.1.14PublisherSOAP -Log Collection APIsStartedActivatedSun Sep 11 08:00:55 2016
10.5.1.14PublisherSOAP -Performance Monitoring APIsStartedActivatedSun Sep 11 08:00:54 2016
10.5.1.14PublisherSOAP -Real-Time Service APIsStartedActivatedSun Sep 11 08:00:53 2016
10.5.1.14PublisherSystem Application AgentStartedActivatedSun Sep 11 08:00:45 2016
10.5.1.14PublisherCisco Serviceability ReporterStoppedDeactivated< 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 NameParameter ValueSuggested Value
Generic System Parameters - System Time Zone* Pacific Standard Time  
Internationalization Parameters - Customizable Locales   
Internationalization Parameters - Default Currency* American Dollar [USD]Australian Dollar
Media Parameters - Codec G711 G711
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* 10001000
Application Parameters - Additional Tasks* 00
Application Parameters - Default Session Timeout* 3030 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* 100 
Application Parameters - Live Data - Short Term Reporting Duration 5 5 minutes
Application Parameters - Persistent Connection Enable Enable
System Ports Parameters - RMI Port* 69996999
System Ports Parameters - RmCm TCP Port* 1202812028
System Ports Parameters - Master Listener TCP Port* 19941994
Context Service Parameters - Lab Mode* Disable Disable
Context Service Parameters - Max Retries* 11
Context Service Parameters - Request Timeout* 12001200 milliseconds

2.4 License Information

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

The following licenses are available in the cluster:

Configured Licenses:
Package Cisco Unified CCX Premium
Total IVR Port(s) 100
Cisco Unified CCX Premium Seat(s) 100
High Availability Enabled
Cisco Unified CCX Preview Outbound Dialer Enabled
Cisco Unified CCX Quality Manager Seat(s) 100
Cisco Unified CCX Advanced Quality Manager Seat(s) 100
Cisco Unified CCX Workforce Manager Seat(s) 100
Cisco Unified CCX Compliance Recording Seat(s) 100
Cisco Unified CCX Maximum Agents 400
Cisco Unified CCX Recording Count100
Available Inbound IVR Port(s) 100
Cisco Unified CCX Licensed Outbound IVR Port(s) 100
Cisco Unified CCX Outbound IVR Port(s) In Use 0
Cisco Unified CCX Licensed Outbound Agent Seat(s) 100
Cisco Unified CCX Outbound Agent Seat(s) In Use 0
Current License MAC of the node1ee4bfd30965

2.5 Recording Configuration

Cisco Unified CCX Enhanced and Premium also provide the ability for agent calls to be recorded. Agent call recording can be triggered in the following ways:

The following recording servers are configured:

Recording Configuration
Node 1 Hostnametest1.lab.com
Node 2 Hostnametest2.lab.com
User Nameapi

2.6 Standalone CUIC Configuration

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

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

The following CUIC server is configured:

CUIC Configuration
FQDN
Datasource Name
User Name

2.7 Language Information

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

The following languages configuration settings have been configured:

Language Configuration
Default Language* English (Australia) [en_AU]

3 Applications

The process of configuring Cisco script applications includes uploading Unified CCX scripts and pre-recorded prompts, installing grammars and customized languages, and adding triggers to applications.

This section contains the following chapters:

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
NameDetails
ICD
ID2
TypeCisco Script Application
Maximum Number of Sessions2
ScriptSCRIPT[F1/icd.aef]
DescriptionICD Desc
Enabled
Default ScriptSCRIPT[SNU.aef]
Telephony Triggers50205
4444
Http Triggers/rigger.htm
/trig2.htm
AA
ID1
TypeCisco Script Application
Maximum Number of Sessions2
ScriptSCRIPT[aa.aef]
DescriptionAA
Enabled
Default ScriptSystem Default
Telephony Triggers50200
50201

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
NamePathSizeDate ModifiedModified By
SNU.aef../58.00 KB2016-09-11 17:15:55.024crsadmin
aa.aef../90.00 KB2016-09-11 17:16:13.569crsadmin
voicebrowser.aef../7.00 KB2016-09-11 17:16:01.412crsadmin
aa.aef../F1/90.00 KB2016-09-11 17:16:51.484crsadmin
icd.aef../F1/10.00 KB2016-09-11 17:16:45.089crsadmin

3.3 Prompt Management

Many applications make use of pre-recorded prompts, stored as .wav files, which are played back to callers to provide information and elicit caller response. You must upload these .wav files to the repository and make them available to the Unified CCX system.

The following prompts are present:

< No records found >

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
NamePathSizeDate ModifiedModified By
jtds-1.3.1.jar../default/classpath/310.00 KB2016-09-11 17:07:32.579crsadmin

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:

4.1 CUCM Telephony

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

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

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

This section contains the following chapters:

4.1.1 Provider

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

The Primary Unified CM Telephony Provider defines the IP address of the Cisco Media Convergence Server (Cisco MCS) running Unified CM CTI Manager in the cluster.

The User Prefix defines User prefix for the Unified CM user IDs created in Unified CM.

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

CUCM Telephony Provider
Primary Cisco Unified CM Telephony Provider10.5.1.11
Secondary Cisco Unified CM Telephony Provider
User Prefixcrs

4.1.2 Call Control Group

The Unified CCX system uses Unified CM Telephony call control groups to pool together a series of CTI ports, which the system uses to serve calls as they arrive or depart from the Unified CCX server. The corresponding CTI ports are created in the Unified CM Telephony call control group. You can create multiple Unified CM Telephony call control groups to share and limit the resources to be used by specific applications.

The following Unified CM Telephony Call Control Groups are defined:

4.1.2.1 UCCX Call Control Group ID 2

Group IDDetails
2
Group Information
DescriptionCCG1
Number Of CTI Ports2
Media Termination Support
Group TypeInbound
Directory Number Information
Device Name PrefixCCG1
Starting Directory Number50000
List of CTI PortsCCG1_50000
CCG1_50001
Device PoolDP_1
DN Calling Search SpaceNone
LocationHub_None
PartitionP_4
Advanced Directory Number Information
Alerting Name ASCII
Redirect Calling Search SpaceRedirect Party
Media Resource Group ListNone
Directory Number Setting
Voice Mail ProfileNone
Presence GroupStandard Presence group
Require DTMF Reception
AAR GroupNone
User Hold Audio SourceNone
Network Hold Audio SourceNone
Call Forward and Pickup Settings
Call Pickup GroupNone
Display
External Phone Number Mask

4.1.2.2 CUCM Call Control Group ID 2

CTI Port
PhoneBase settingsLines
CCG1_50000
ModelCTI Port
DescriptionCCG1-1
ProtocolSCCP
Device PoolDP_1
CSS< None >
MRGL< None >
LocationHub_None
AAR Group
Button Template
Softkey Template< None >
Owner User ID< None >
#ExtensionPartitionCSSLinetextAlerting NameExternal MaskPickup Grpmax/busyVM ProfileCF AllCF BusyCF NoAnswerCFNA [secs]
Line 150000P_4< None >    4/2< None > / < None > / < None > / < None > 
CCG1_50001
ModelCTI Port
DescriptionCCG1-1
ProtocolSCCP
Device PoolDP_1
CSS< None >
MRGL< None >
LocationHub_None
AAR Group
Button Template
Softkey Template< None >
Owner User ID< None >
#ExtensionPartitionCSSLinetextAlerting NameExternal MaskPickup Grpmax/busyVM ProfileCF AllCF BusyCF NoAnswerCFNA [secs]
Line 150001P_4< None >    4/2< None > / < None > / < None > / < None > 

4.1.2.3 UCCX Call Control Group ID 3

Group IDDetails
3
Group Information
DescriptionCCG1-out
Number Of CTI Ports100
Media Termination Support
Group TypeOutbound
Directory Number Information
Device Name PrefixCGOUT
Starting Directory Number50100
List of CTI PortsCGOUT_50100
CGOUT_50101
CGOUT_50102
CGOUT_50103
CGOUT_50104
CGOUT_50105
CGOUT_50106
CGOUT_50107
CGOUT_50108
CGOUT_50109
CGOUT_50110
CGOUT_50111
CGOUT_50112
CGOUT_50113
CGOUT_50114
CGOUT_50115
CGOUT_50116
CGOUT_50117
CGOUT_50118
CGOUT_50119
CGOUT_50120
CGOUT_50121
CGOUT_50122
CGOUT_50123
CGOUT_50124
CGOUT_50125
CGOUT_50126
CGOUT_50127
CGOUT_50128
CGOUT_50129
CGOUT_50130
CGOUT_50131
CGOUT_50132
CGOUT_50133
CGOUT_50134
CGOUT_50135
CGOUT_50136
CGOUT_50137
CGOUT_50138
CGOUT_50139
CGOUT_50140
CGOUT_50141
CGOUT_50142
CGOUT_50143
CGOUT_50144
CGOUT_50145
CGOUT_50146
CGOUT_50147
CGOUT_50148
CGOUT_50149
CGOUT_50150
CGOUT_50151
CGOUT_50152
CGOUT_50153
CGOUT_50154
CGOUT_50155
CGOUT_50156
CGOUT_50157
CGOUT_50158
CGOUT_50159
CGOUT_50160
CGOUT_50161
CGOUT_50162
CGOUT_50163
CGOUT_50164
CGOUT_50165
CGOUT_50166
CGOUT_50167
CGOUT_50168
CGOUT_50169
CGOUT_50170
CGOUT_50171
CGOUT_50172
CGOUT_50173
CGOUT_50174
CGOUT_50175
CGOUT_50176
CGOUT_50177
CGOUT_50178
CGOUT_50179
CGOUT_50180
CGOUT_50181
CGOUT_50182
CGOUT_50183
CGOUT_50184
CGOUT_50185
CGOUT_50186
CGOUT_50187
CGOUT_50188
CGOUT_50189
CGOUT_50190
CGOUT_50191
CGOUT_50192
CGOUT_50193
CGOUT_50194
CGOUT_50195
CGOUT_50196
CGOUT_50197
CGOUT_50198
CGOUT_50199
Device PoolDP_1
DN Calling Search SpaceNone
LocationHub_None
PartitionP_4
Advanced Directory Number Information
Alerting Name ASCII
Redirect Calling Search SpaceRedirect Party
Media Resource Group ListNone
Directory Number Setting
Voice Mail ProfileNone
Presence GroupStandard Presence group
Require DTMF Reception
AAR GroupNone
User Hold Audio SourceNone
Network Hold Audio SourceNone
Call Forward and Pickup Settings
Call Pickup GroupNone
Display
External Phone Number Mask

4.1.2.4 CUCM Call Control Group ID 3

CTI Port
PhoneBase settingsLines
CGOUT_50100
ModelCTI Port
DescriptionCCG1-out-1
ProtocolSCCP
Device PoolDP_1
CSS< None >
MRGL< None >
LocationHub_None
AAR Group
Button Template
Softkey Template< None >
Owner User ID< None >
#ExtensionPartitionCSSLinetextAlerting NameExternal MaskPickup Grpmax/busyVM ProfileCF AllCF BusyCF NoAnswerCFNA [secs]
Line 150100P_4< None >    4/2< None > / < None > / < None > / < None > 
CGOUT_50101
ModelCTI Port
DescriptionCCG1-out-1
ProtocolSCCP
Device PoolDP_1
CSS< None >
MRGL< None >
LocationHub_None
AAR Group
Button Template
Softkey Template< None >
Owner User ID< None >
#ExtensionPartitionCSSLinetextAlerting NameExternal MaskPickup Grpmax/busyVM ProfileCF AllCF BusyCF NoAnswerCFNA [secs]
Line 150101P_4< None >    4/2< None > / < None > / < None > / < None > 

4.1.3 Triggers

Unified CM Telephony triggers are defined to invoke application scripts in response to incoming contacts. A Unified CM Telephony trigger responds to calls that arrive on a specific route point by selecting telephony and media resources to serve the call and invoking an application script to handle the call.

The following Unified CM Telephony triggers are defined:

4.1.3.1 UCCX Trigger Route Point 50200

Route PointDetails
50200
Directory Information
Directory Number50200
Trigger Information
Languageen_AU
Application NameAA
Device NameCRP-50200
DescriptionDesc
Call Control GroupCCG1(2)
Advanced Trigger Information
Enabled
Maximum Number Of Sessions2
Idle Timeout (in ms)5000
Override Media TerminationDefault
CTI Route Point Information
Alerting Name ASCII
Device PoolDefault
LocationHub_None
Directory Number Settings
PartitionNone
Voice Mail ProfileNone
Calling Search SpaceNone
Calling Search Space for Redirectdefault
Presence GroupStandard Presence group
Call Forward and Pickup Settings
Voice Mail
Destination
Calling Search SpaceNone
Line Settings
Display
External Phone Number Mask

4.1.3.2 CUCM Trigger Route Point 50200

CTI Route Point
NameBase settingsDetails
CRP-50200
DescriptionDesc
Device PoolDefault
Common Device Configuration< None >
Calling Search Space< None >
LocationHub_None
User Locale< None >
MRGL< None >
Network MOH Audio Source< None >
User MOH Audio Source< None >
Use Trusted Relay PointDefault
Calling Party Transformation CSS< None >
Use DP Calling Party Trans. CSS
Geolocation< None >
#ExtensionPartitionCSSLinetextAlerting NameExternal MaskPickup Grpmax/busyVM ProfileCF AllCF BusyCF NoAnswerCFNA [secs]
150200< None >< None >    10000/10000< None > / < None > / < None > / < None > 

4.1.3.3 UCCX Trigger Route Point 50201

Route PointDetails
50201
Directory Information
Directory Number50201
Trigger Information
Languageen_CA
Application NameAA
Device NameCRP-50201
Descriptiondesc 50201
Call Control GroupCCG1(2)
Advanced Trigger Information
Enabled
Maximum Number Of Sessions2
Idle Timeout (in ms)5000
Override Media TerminationDefault
CTI Route Point Information
Alerting Name ASCII
Device PoolDefault
LocationHub_None
Directory Number Settings
PartitionNone
Voice Mail ProfileNone
Calling Search SpaceNone
Calling Search Space for Redirectdefault
Presence GroupStandard Presence group
Call Forward and Pickup Settings
Voice Mail
Destination
Calling Search SpaceNone
Line Settings
Display
External Phone Number Mask

4.1.3.4 CUCM Trigger Route Point 50201

CTI Route Point
NameBase settingsDetails
CRP-50201
Descriptiondesc 50201
Device PoolDefault
Common Device Configuration< None >
Calling Search Space< None >
LocationHub_None
User Locale< None >
MRGL< None >
Network MOH Audio Source< None >
User MOH Audio Source< None >
Use Trusted Relay PointDefault
Calling Party Transformation CSS< None >
Use DP Calling Party Trans. CSS
Geolocation< None >
#ExtensionPartitionCSSLinetextAlerting NameExternal MaskPickup Grpmax/busyVM ProfileCF AllCF BusyCF NoAnswerCFNA [secs]
150201< None >< None >    10000/10000< None > / < None > / < None > / < None > 

4.1.3.5 UCCX Trigger Route Point 50205

Route PointDetails
50205
Directory Information
Directory Number50205
Trigger Information
Languageen_GB
Application NameICD
Device NameCRP-50205
DescriptionDesc 50205
Call Control GroupCCG1(2)
Advanced Trigger Information
Enabled
Maximum Number Of Sessions2
Idle Timeout (in ms)5000
Override Media TerminationDefault
CTI Route Point Information
Alerting Name ASCII
Device PoolDefault
LocationHub_None
Directory Number Settings
PartitionNone
Voice Mail ProfileNone
Calling Search SpaceNone
Calling Search Space for Redirectdefault
Presence GroupStandard Presence group
Call Forward and Pickup Settings
Voice Mail
Destination
Calling Search SpaceNone
Line Settings
Display
External Phone Number Mask

4.1.3.6 CUCM Trigger Route Point 50205

CTI Route Point
NameBase settingsDetails
CRP-50205
DescriptionDesc 50205
Device PoolDefault
Common Device Configuration< None >
Calling Search Space< None >
LocationHub_None
User Locale< None >
MRGL< None >
Network MOH Audio Source< None >
User MOH Audio Source< None >
Use Trusted Relay PointDefault
Calling Party Transformation CSS< None >
Use DP Calling Party Trans. CSS
Geolocation< None >
#ExtensionPartitionCSSLinetextAlerting NameExternal MaskPickup Grpmax/busyVM ProfileCF AllCF BusyCF NoAnswerCFNA [secs]
150205< None >< None >    10000/10000< None > / < None > / < None > / < None > 

4.1.3.7 UCCX Trigger Route Point 4444

Route PointDetails
4444
Directory Information
Directory Number4444
Trigger Information
Languageen_AU
Application NameICD
Device Name4444-OutCmp
Descriptiondesc 4444-OutCmp
Call Control GroupCCG1-out(3)
Advanced Trigger Information
Enabled
Maximum Number Of Sessions2
Idle Timeout (in ms)5000
Override Media TerminationDefault
CTI Route Point Information
Alerting Name ASCII
Device PoolDefault
LocationHub_None
Directory Number Settings
PartitionNone
Voice Mail ProfileNone
Calling Search SpaceNone
Calling Search Space for Redirectdefault
Presence GroupStandard Presence group
Call Forward and Pickup Settings
Voice Mail
Destination
Calling Search SpaceNone
Line Settings
Display
External Phone Number Mask

4.1.3.8 CUCM Trigger Route Point 4444

CTI Route Point
NameBase settingsDetails
4444-OutCmp
Descriptiondesc 4444-OutCmp
Device PoolDefault
Common Device Configuration< None >
Calling Search Space< None >
LocationHub_None
User Locale< None >
MRGL< None >
Network MOH Audio Source< None >
User MOH Audio Source< None >
Use Trusted Relay PointDefault
Calling Party Transformation CSS< None >
Use DP Calling Party Trans. CSS
Geolocation< None >
#ExtensionPartitionCSSLinetextAlerting NameExternal MaskPickup Grpmax/busyVM ProfileCF AllCF BusyCF NoAnswerCFNA [secs]
14444< None >< None >    10000/10000< None > / < None > / < None > / < None > 

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:N
Periodic Wakeup Interval (sec)50
Enable Queue Stats:N
Queue Size Threshold25
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 Timeout15
Use Progress As Disconnect0

4.2 RmCm

The RmCm configuration section is used to configure skills groups, resources, resource groups, Contact Service Queues (CSQs), and RM (Resource Manager) Unified CM Telephony providers.

This section contains the following chapters:

4.2.1 Skills

Skills are customer-definable labels assigned to agents. Once the skills have been created, you can add skills to agents. You can also select the competence level of the agent(s) for each of the assigned skills. Competence level indicates the agent's level of expertise in that skill.

The following skills are defined and assigned to the agents in the right column:

Skill List
Skill NameResources
cleaningagent1 UCCX
lawn 
kitchenagent1 UCCX

4.2.2 Resources

Once the end users in Cisco Unified Communications1 are defined as agents, the list of agents and their associated Unified CCX devices are displayed in the Subsystems > RmCm > Resources page. These agents are also called resources. After you create a resource group, you can assign agents (resources) to that group.

If you have Unified CCX Standard license package, you can add skills to agents once the skills have been created. You can also select the competence level of the agent(s) in assigned skills. Competence level indicates the agent's level of expertise in that skill.

The following agents (resources) are configured:

Resources List
Resource NameResource Information
agent2 UCCX
Resources
Resource IDagent2
IPCC Extension 50502
Resource Groupnull
Automatic Available
Assigned Skills
< No records found >
TeamTeam-Winners
Agent Alias
agent1 UCCX
Resources
Resource IDagent1
IPCC Extension 9001
Resource GroupRG1
Automatic Available
Assigned Skills
Assigned Skills
Skill NameCompetence Level
cleaning5
kitchen5
TeamTeam-Winners
Agent Alias

4.2.3 Resource Groups

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

The following resource groups are defined:

List Resource Group
Resource Group NameResources
RG1agent1 UCCX
RG2 

4.2.4 Contact Service Queues

The Contact Service Queue (CSQ) controls incoming calls by determining where an incoming call should be placed in the queue and to which agent the call is sent.

After you assign an agent to a resource group and skills, you need to configure the CSQs. You assign agents to a CSQ by associating a resource group or by associating all skills of a particular CSQ. Agents in the selected resource group or having all the selected skills are assigned to the CSQ. Skills within the CSQ can be ordered. This means, when resources are selected, a comparison is done based on the competency level (highest for 'most skilled' and lowest for 'least skilled') of the first skill in the list. If there is a tie, then the next skill within the order is used, and so on.

Skills within the CSQ can also be weighted. The weight value is an integer from 1 to 1000. Each competency level is multiplied by the skill's associated weight, and a final comparison is done on the sum of all the weighted skill competencies (highest value for "most skilled" and lowest for "least skilled").

The following Contact Service Queues (CSQs) are configured:

Contact Service Queues
NameDetails
CSQ1
Contact Service Queue
Contact Service Queue TypeVoice
Contact Queuing CriteriaFIFO
Automatic Work
Wrapup Time 45 Second(s)
Resource Pool Selection ModelResource Skills
Service Level5
Service Level Percentage70
Prompt< None >
Resource Selection CriteriaLongest Available
Required Skills
CSQ2
Contact Service Queue
Contact Service Queue TypeVoice
Contact Queuing CriteriaFIFO
Automatic Work
Wrapup Time
Resource Pool Selection ModelResource Group
Service Level5
Service Level Percentage70
Prompt< None >
Resource Selection CriteriaLongest Available
Resource Group nameRG1
Assigned Resourcesagent1 UCCX

4.2.5 RmCm Provider

The Unified CCX Resource Manager (RM) uses a Unified CM/Unified CME Telephony user (called the RmCm Provider) to monitor agent phones, control agent states, and route and queue calls.

The RmCm user specified through Unified CCX Administration is updated automatically in Unified CM.

Rm Cm Provider
Primary RmCm Provider10.5.1.11
Secondary RmCm Provider
User IDcrsrmcm

4.2.6 Agent Based Routing Settings

Use the Agent Based Routing Settings area of the Unified CCX Configuration web page to configure Automatic Work and Wrapup Time.

The Agent Based Routing Settings is available only if you are using Unified CCX Enhanced or Premium license packages.

The Automatic Work setting determines if agents automatically move to the Work state after a call. This causes agents to go into Work state automatically when a call ends. If disabled (default) this setting causes agents to enter Ready or Not Ready state when a call ends, depending on the Automatic Available setting for the agent.

The Wrapup Time setting determines if agents automatically enter Wrapup after a call. This setting controls how long the agent can stay in the Work state if Automatic work is enabled. The seconds field specifies the Wrapup time length (greater than 0 second but less than 7200 seconds). If the Wrapup Time setting is Disabled (default) there is no limit of how long the agent can stay in the Work state if Automatic Work is enabled.

Agent Based Routing Setting
Automatic WorkEnabled
Wrapup StatusEnabled
Wrapup Time44

4.2.7 Teams

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

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

A default team is automatically created by the system and cannot be deleted. If agents are not assigned to any team, they belong to the default team. When an agent is assigned to a team, the team's supervisor can barge-in and intercept any call being handled by the agent.

The following teams are configured:

List Team
Team NameDetails
Default
Team Configuration
Primary SupervisorNONE
Secondary Supervisors
Assigned Resources
Assigned CSQs
Team-Winners
Team Configuration
Primary Supervisoragent1 UCCX
Secondary Supervisors
Assigned Resourcesagent2 UCCX
agent1 UCCX
Assigned CSQs

4.3 Chat and Email

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:

4.3.1 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:

Contact Service Queues
NameDetails
CSQ_longest
Resource Selection CriteriaLongest Available
CSQ TypeChat
Skillscleaning(5)
lawn(5)

4.3.2 Chat SocialMiner Configuration

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

THe following SocialMiner configuration settings are present:

SocialMiner Configuration
IP Address / Host Name
User Name

4.3.3 Mail Server Configuration

Mail Server Configuration
Incoming (Scure IMAP)
Host Nametest.bla.com
Port Number993
Outgoing (Secure SMTP)
Host Nametest.bla.com
Port Number587
Description
Descriptionnull

4.3.4 Predefined Responses

< No records found >

4.3.5 Channel Parameters

The following Chat System Parameters are configured:

Channel Parameters
Chat
No Answer Timeout (Seconds)15
Join Timeout (Minutes)1
Inactivity Timeout (Minutes)5
Offer Chat Contact When On Voice Call
Offer Voice Call When On Chat
Maximum Number Of Chat Sessions Per Agent1
Email
Maximum Number Of Email Sessions Per Agent5
Sticky Email Timeout (Hours)4

4.3.6 Chat Widget List

The following Chat Web forms (widgets) are configured:

< No records found >

4.3.7 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:

4.4.1 General

General Outbound properties refer to the settings information that is common for all the campaigns.

The following lists the settings for the general properties of outbound campaigns:

General Configuration
Start Time08:00
End Time21:00
Outbound Call Timeout (seconds)60
Dialing Prefix99
Long Distance Prefix88
International Prefix77
Local Area Code66
Do Not Remove Local Area Code When Dialing
Include Long Distance Prefix
Agent AutoAnswer
Assigned CSQsCSQ2(10)

4.4.2 Campaigns

The Outbound subsystem views campaigns as logical entities that group a set of contacts together in a dialing list. Campaigns deliver outgoing calls to agents. Agents are assigned to campaigns using CSQs.

The following campaigns have been configured:

Campaigns
NameDetails
Campaign-Out
Campaign TypeAGENT
Dialer TypeDIRECT_PREVIEW
Enabled
DescriptionDesc Campaign-Out
Start Time (hh:mm)08:00 Pacific Standard Time
End Time (hh:mm)21:00 Pacific Standard Time
Maximum Attempts to Dial Contact3
Contact Records Cache Size20
Answering Machine Retry
Callback Time Limit15
Callback MissedNEXT_DAY
Assigned CSQs
Assigned CSQsCSQ2
CMp-Out1
Campaign TypeIVR
Dialer TypePREDICTIVE
Enabled
DescriptionDesc Campaign-Out
Start Time (hh:mm)08:00 Pacific Standard Time
End Time (hh:mm)21:00 Pacific Standard Time
Campaign Calling Number5555
Application Trigger4444
Application NameICD
Maximum Attempts to Dial Contact3
Callback Time Limit15
Dialing Options
Number Of Dedicated Ports0
Lines Per Port(1-3)1.5
Maximum Lines Per Port(1-3)3.0
Predictive Correction Pace(10-1000)100
Predictive Gain1.0
Call Abandon Limit(0-100)3.0%
Handle Low Volume as Voice
Answering Machine TreatmentTRANSFER_TO_IVR
Dial Settings
No Answer Ring Limit15
Abandoned Call Wait Time2
Retries
No Answer Delay60
Busy Signal Delay60
Customer Abandoned Delay0
Dialer Abandoned Delay0

4.4.3 Area Codes

The following area codes are configured:

Area Codes
Area CodeTime ZoneDaylight Savings Observed
219America/New_York
615America/Chicago
607America/New_York
760America/Los_Angeles
914America/New_York
671America/Juneau
518America/New_York
906America/Chicago
817America/Chicago
970America/Denver
574America/New_York
954America/New_York
865America/New_York
978America/New_York
301America/New_York
212America/New_York
503America/Los_Angeles
260America/New_York
414America/Chicago
810America/New_York
252America/New_York
406America/Denver
802America/New_York
325America/Chicago
713America/Chicago
317America/New_York
228America/Chicago
309America/Chicago
850America/Chicago
931America/Chicago
616America/New_York
608America/Chicago
915America/Denver
276America/New_York
907America/Lima
818America/Los_Angeles
559America/Los_Angeles
478America/New_York
785America/Chicago
858America/Los_Angeles
979America/Chicago
310America/Los_Angeles
302America/New_York
213America/Los_Angeles
520America/Denver
601America/Chicago
205America/Chicago
512America/Chicago
504America/Chicago
423America/New_York
415America/Los_Angeles
253America/Los_Angeles
334America/Chicago
407America/New_York
803America/New_York
641America/Chicago
714America/Los_Angeles
318America/Chicago
940America/Chicago
706America/New_York
229America/New_York
617America/New_York
770America/New_York
843America/New_York
609America/New_York
916America/Los_Angeles
269America/New_York
908America/New_York
972America/Chicago
479America/Chicago
956America/Chicago
859America/New_York
303America/Denver
214America/Chicago
610America/New_York
602America/Denver
206America/Los_Angeles
440America/New_York
513America/New_York
270America/Chicago
432America/Chicago
901America/Chicago
262America/Chicago
505America/Denver
650America/Los_Angeles
731America/Chicago
812America/New_York
254America/Chicago
561America/New_York
480America/Denver
408America/Los_Angeles
804America/New_York
319America/Chicago
715America/Chicago
941America/New_York
626America/Los_Angeles
707America/Los_Angeles
860America/New_York
618America/Chicago
763America/Chicago
925America/Los_Angeles
909America/Los_Angeles
585America/New_York
828America/New_York
973America/New_York
949America/Los_Angeles
787America/Nipigon
989America/New_York
320America/Chicago
401America/New_York
312America/Chicago
231America/New_York
304America/New_York
530America/Los_Angeles
215America/New_York
603America/New_York
360America/Los_Angeles
207America/New_York
352America/New_York
910America/New_York
425America/Los_Angeles
740America/New_York
813America/New_York
417America/Chicago
732America/New_York
336America/New_York
570America/New_York
651America/Chicago
562America/Los_Angeles
409America/Chicago
724America/New_York
805America/Los_Angeles
239America/New_York
716America/New_York
708America/Chicago
772America/New_York
619America/Los_Angeles
845America/New_York
918America/Chicago
586America/New_York
410America/New_York
321America/New_York
402America/Chicago
313America/New_York
305America/New_York
620America/Chicago
701America/Chicago
612America/Chicago
216America/New_York
361America/Chicago
208America/Denver
830America/Chicago
515America/Chicago
434America/New_York
903America/Chicago
660America/Chicago
507America/Chicago
256America/Chicago
337America/Chicago
814America/New_York
563America/Chicago
806America/Chicago
248America/New_York
636America/Chicago
951America/Los_Angeles
870America/Chicago
717America/New_York
781America/New_York
773America/Chicago
765America/New_York
919America/New_York
757America/New_York
201America/New_York
330America/New_York
314America/Chicago
702America/Los_Angeles
225America/Chicago
540America/New_York
217America/Chicago
605America/Denver
920America/Chicago
209America/Los_Angeles
281America/Chicago
831America/Los_Angeles
516America/New_York
435America/Denver
912America/New_York
904America/New_York
580America/Chicago
661America/Los_Angeles
508America/New_York
734America/New_York
419America/New_York
815America/Chicago
952America/Chicago
718America/New_York
863America/New_York
386America/New_York
936America/Chicago
928America/Denver
847America/Chicago
000America/Juneau
210America/Chicago
202America/New_York
501America/Chicago
412America/New_York
323America/Los_Angeles
404America/New_York
315America/New_York
630America/Chicago
703America/New_York
307America/Denver
541America/Los_Angeles
614America/New_York
218America/Chicago
606America/New_York
670America/Juneau
913America/Chicago
517America/New_York
662America/Chicago
509America/Los_Angeles
573America/Chicago
816America/Chicago
727America/New_York
808America/La_Paz
719America/Denver
864America/New_York
856America/New_York
775America/Los_Angeles
937America/New_York
985America/Chicago
203America/New_York
510America/Los_Angeles
340America/Nipigon
502America/New_York
251America/Chicago
413America/New_York
801America/Denver
405America/Chicago
316America/Chicago
631America/New_York
712America/Chicago
623America/Denver
704America/New_York
308America/Chicago

4.4.4 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 Address10.5.1.1
Gateway Port5060
Local CCX Port5065
Transport ProtocolTCP
eMail Configuration
Minimum Silence Period (100 - 1000)375 Milliseconds
Analysis Period (1000 - 10000)2500 Milliseconds
Maximum Time Analysis (1000 - 10000)3000 Milliseconds
Minimum Valid Speech Time (50 - 500)112 Milliseconds
Maximum Term Tone Analysis (1000 - 60000)15000 Milliseconds

4.5 Database

The Unified CCX system uses the Database subsystem to enable Unified CCX applications to interact with customer provided enterprise database servers to make database information accessible to contacts. You can connect the Unified CCX system with enterprise databases such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2.

The database subsystem is available if your system has a license installed for either the Unified IP IVR or Unified CCX Premium product packages. If you are not using Unified CCX applications that require access to databases, you do not need to provision the Database subsystem.

This section contains the following chapters:

4.5.1 Data Sources

The Unified CCX system uses the Database subsystem to enable Unified CCX applications to interact with customer provided enterprise database servers to make database information accessible to contacts. You can connect the Unified CCX system with enterprise databases such as Microsoft SQL Server, Sybase, Oracle, or IBM DB2.

The following database sources have been configured:

Data Sources
DataSource 1
User Name*crsadmin
Maximum Number of Connections*3
Driver*net.sourceforge.jtds.jdbc.Driver
JDBC URL*jdbc:jtds:sybase://not:56565/whatever

4.5.2 Parameters

This section configures database source parameters.

RetryConnectInterval
Specifies the interval between two connection attempts when a data source is initialized. The default is 15,000 milliseconds.

NumAttempt
Specifies the number of attempts to establish connections to the database when a data source is initialized. The default is 3 attempts.

LoginTimeout
Sets the maximum time in seconds that a driver will wait while attempting to connect to a database. The default is 0 (disabled).

Parameters
RetryConnectInterval (Milliseconds)15000
NumAttempt (Seconds)5
LoginTimeout (Seconds)15000

4.5.3 Drivers

The following database drivers are present:

Driver List
Driver Class Name
net.sourceforge.jtds.jdbc.Driver

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
NameDetails
/rigger.htm
Languageen_AU
Application NameICD
Maximum Number Of Sessions2
Idle Timeout (in ms)1000
Enabled
/trig2.htm
Languageen_US
Application NameICD
Maximum Number Of Sessions2
Idle Timeout (in ms)1000
Enabled

4.7 eMail Configuration

The Unified CCX system uses the eMail subsystem of the Unified CCX Engine to communicate with your email server and enable your applications to create and send email. The email configuration identifies the default email address and server to be used for sending email (including e-pages and faxes) and for receiving acknowledgments.

eMail Configuration
Mail Server10.5.1.166
eMail Addressuccx@lab.test

4.8 Cisco Media

The Cisco Media subsystem is a subsystem of the Unified CCX Engine. The Cisco Media subsystem manages the CMT media resource. CMT channels are required for Unified CCX to be able to play or record media.

The Cisco Media subsystem uses dialog groups to organize and share resources among applications. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller, during which the caller responds to automated prompts by pressing buttons on a touch-tone phone.

The Unified CCX system uses the Media subsystem of the Unified CCX Engine to configure Cisco Media Termination (CMT) dialog groups that can be used to handle simple Dual-Tone Multi-Frequency (DTMF) based dialog interactions with customers. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller.

The following Media Termination (CMT) dialog groups are configured:

Cisco Media Termination Dialog Groups
Group IDDescriptionChannels
0Default100
2Cisco Media Group #12

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:

4.9.1 MRCP ASR Providers

The MRCP ASR Provider Configuration web page opens, displaying the list of currently configured MRCP Providers, licenses, and the corresponding status.

MRCP ASR Provider Configuration
NameDetails
Provider0
Number Of Provider Licenses*0
Grammar Variant* OSR 3.1.x
StatusUNKNOWN
Provider2
Number Of Provider Licenses*2
Grammar Variant* 2003 SISR
StatusUNKNOWN

4.9.2 MRCP ASR Servers

The following details for the MRCP ASR Server have been configured for the speech server's name, port location, and available language.

MRCP ASR Server Configuration
NameDetails
MRCPASRServer1
Provider Name*Provider0
Port Number* 4900
Enabled Languages*
AfarY
Amharic (Eritrea)Y
StatusUNREACHABLE
MRCPASRServer2
Provider Name*Provider2
Port Number* 4900
Enabled Languages*
Amharic (Eritrea)Y
AragoneseY
StatusUNREACHABLE

4.9.3 MRCP ASR Dialog Groups

The MRCP Groups Configuration is used to specify information about MRCP ASR dialog control groups, which enable Unified CCX applications to use speech recognition.

You must have a MRCP ASR Provider defined before you can provision a MRCP ASR Group. Also, you should configure MRCP ASR Servers for the specific MRCP Provider before configuring the MRCP ASR Groups. This allows users to configure languages for the groups based on the languages supported by the configured servers.

MRCP ASR Dialog Group Configuration
NameDetails
MRCP ASR Group #1
Group ID*1
Number Of Provider Licenses0
Number Of Licensed IVR Ports100
Maximum Number Of sessions*2
Provider NameProvider0
Enabled Languages*
AfarY
MRCP ASR Group #3
Group ID*3
Number Of Provider Licenses2
Number Of Licensed IVR Ports100
Maximum Number Of sessions*0
Provider NameProvider2
Enabled Languages*
AragoneseY

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:

4.10.1 MRCP TTS Providers

The MRCP TTS Providers configuration specifies information about the vendor of the TTS server.

You need at least one MRCP TTS Server associated with each configured provider.

Ports List
ProviderStatus
IBM WebSphere Voice Server V5.1.3 UNKNOWN
Nuance Vocalizer 4.0 UNKNOWN

4.10.2 MRCP TTS Servers

The MRCP TTS Servers configuration defines the TTS server's name, port location, and available languages.

You need at least one MRCP TTS Server associated with each configured provider.

MRCP TTS Server Configuration
NameDetails
IBM WebSphere Voice Server V5.1.3
Server NameTTServerWebIBM
Provider NameIBM WebSphere Voice Server V5.1.3
Port Number554
Enabled Languages
Language Gender
LanguageMaleFemaleNeutral
French (Senegal) YYY
Nuance Vocalizer 4.0
Server NameTTSserverNuance
Provider NameNuance Vocalizer 4.0
Port Number554
Enabled Languages
Language Gender
LanguageMaleFemaleNeutral
Arabic (Bahrain) NYN
Arabic (Western Sahara) YNN
Yiddish NYN

4.10.3 MRCP TTS Default Genders

The MRCP TTS Default Genders configuration specifies the default gender settings per Locale per Provider.

TTS uses default genders when a prompt for a specific locale is used without specifying the gender.

Default Gender
Provider NameLocalesMaleFemaleNeutral
IBM WebSphere Voice Server V5.1.3fr_SN NNY
Nuance Vocalizer 4.0ar_BH NNY
Nuance Vocalizer 4.0ar_EH NNY
Nuance Vocalizer 4.0ji NNY

5 Tools

The tools section contains options that allow you to access the following system tools such as Plug-ins, Real-Time Reporting, Real-Time Snapshot Config, and Historical Reporting, You can also assign access levels to administrators and supervisors and reset passwords.

This section contains the following chapters:

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:

5.1.1 Database Server Configuration

The Database Server configuration specifies the maximum number of client and scheduler connections that can access the database server.

Database Server Configuration
Server Nameuccx11*
Max DB Connections for Report Client Sessions5

5.1.2 SMTP Server Configuration

The SMTP Server configuration contains email server settings which are used to email scheduled Cisco Unified Intelligence Center (CUIC) reports.

SMTP Server Configuration
HostName/IP Address
From Email Address
Use Email ProxyN
Email Proxy Hostname
Email Proxy Port
Use SMTP Authentication N
SMTP Username

5.1.3 Purge Schedule Configuration

You can change the time of day that the system assesses the need to purge data and the age of data to purge.

When data is purged, the Unified CCX sends a 'Database purged' message. This message announces that a purge has taken place and includes an explanation of the purging activity. If the database is approaching its maximum size, then the Unified CCX sends the following message - 'Database approaching maximum size'. The system can send notifications through Syslog (system log) and SNMP traps.

The following purge schedule options are defined:

Purge Schedule Configuration
Purge Schedule
Daily purge at 01:00
Purge data older than 90 months.
Auto Purge Configuration
Initiate automatic purge when database size exceeds 80% maximum database size
Auto purge data for the oldest 16 days.

5.1.4 Purge Now

Purge Now
Purge Now
Current historical database size at 1 % ( 9216 KB ) of 11038 MB.
Current config database size at 5 % ( 20480 KB ) of 500 MB.
Purge data older than 13 months and 15 days.
Purge run time 7 hours.

6 Finesse Workflow Configuration

Cisco Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. It helps improve the customer experience while offering a user-centric design to enhance customer care representative satisfaction as well.

This section contains following chapters:

6.1 IP Phone Agent Settings

IP Phone Agent Settings
Phone URL Authentication Settings
Username

6.2 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:

Call Variables Layouts
NameDetails
Default Layout
Layout Details
DescriptionLayout used when no other layout matches the user layout Custom/ECC Variable
Call Header Layout
Call Variable 1callVariable1
Call Body Left-Hand Layout
BA AccountNumberBAAccountNumber
BA CampaignBACampaign
Call Variable 1callVariable1
Call Variable 2callVariable2
Call Variable 3callVariable3
Call Variable 4callVariable4
Call Variable 5callVariable5
Call Body Right-Hand Layout
BA StatusBAStatus
BA ResponseBAResponse
Call Variable 6callVariable6
Call Variable 7callVariable7
Call Variable 8callVariable8
Call Variable 9callVariable9
Call Variable 10callVariable10

6.3 Desktop Layout

The Finesse Layout XML defines the layout of the Finesse desktop, including tab names and the gadgets that appear on each tab. Manage Desktop Layout gadget can be used to upload an XML layout file to define the layout of the Finesse desktop for agents and supervisors.

Desktop Layout
Finesse Layout XML
<finesseLayout xmlns="http://www.cisco.com/vtg/finesse">
    <layout>
        <role>Agent</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>
<!--
    The following Gadget is used for WebChat and Email. It is *ONLY* supported with WebChat and Email.  If you are not using WebChat and Email, then
    remove it. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat and email
    CSQs. To include this functionality:
        1) Remove these comments leaving the gadget

    RESTRICTIONS:
        - The NonVoiceControl gadget must be configured as a page level gadget
        - The NonVoiceControl gadget must not be configured in a column
    
            <gadget>https://localhost/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
-->
        </page>
        <tabs>
            <tab>
                <id>home</id>
                <label>finesse.container.tabs.agent.homeLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&amp;viewId=76D964AD10000140000000830A4E5E6F&amp;filterId=AgentCSQStats.csqName=CL&amp;compositeFilterId=AgentCSQStats.AgentIds.agentId=loginId</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&amp;viewId=5C626F9C10000140000000600A4E5B33&amp;filterId=ResourceIAQStats.resourceId=CL</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>myStatistics</id>
                <label>finesse.container.tabs.agent.myStatisticsLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=150&amp;viewId=67D4371110000140000001080A4E5E6B&amp;filterId=ResourceIAQStats.resourceId=loginId</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=420&amp;viewId=5D411E8A10000140000000230A4E5E6B&amp;filterId=AgentStateDetailStats.agentID=loginId</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCustomer</id>
                <label>finesse.container.tabs.agent.manageCustomerLabel</label>
                <gadgets>
                    <gadget>/desktop/gadgets/CustomerContext.xml</gadget>
                </gadgets>
            </tab>
<!--
    The following Tab and Gadget are used for WebChat and Email. They are *ONLY* supported with WebChat and Email. If you are not using WebChat or Email, then
    remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    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.

    RESTRICTIONS:
        - The multisession-reply-gadget must not be configured as a page level gadget
        - The multisession-reply-gadget must not be configured in a column
        
 
            <tab>
                <id>manageNonVoiceMedia</id>
                <label>finesse.container.tabs.agent.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->
        </tabs>
    </layout>
    <layout>
        <role>Supervisor</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>
<!--
    The following Gadget is used for WebChat and Email.  It is *ONLY* supported with WebChat and Email.  If you are not using WebChat and Email, then
    remove it.  If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    CSQs. To include this functionality:
        1) Remove these comments leaving the gadget

    RESTRICTIONS:
        - The NonVoiceControl gadget must be configured as a page level gadget
        - The NonVoiceControl gadget must not be configured in a column
    
            <gadget>https://localhost/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
-->
        </page>
        <tabs>
            <tab>
                <id>manageTeam</id>
                <label>finesse.container.tabs.supervisor.manageTeamLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>/desktop/gadgets/TeamPerformance.jsp</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>teamData</id>
                <label>finesse.container.tabs.supervisor.teamDataLabel</label>
                <columns>
                    <column>
                        <gadgets>                           
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&amp;viewId_1=7291DCB410000140000000890A4E5B33&amp;filterId_1=ResourceIAQStats.resourceId=CL&amp;viewId_2=728283C210000140000000530A4E5B33&amp;filterId_2=ResourceIAQStats.resourceId=CL</gadget>
<!--
    The following Gadget is used for WebChat.  It is *ONLY* supported with WebChat.  If you are not using WebChat, then
    remove it.  If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat
    CSQs.  To include this functionality:
        1) Remove these comments leaving the gadget
 
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=F2F1FC17100001440000014E0A4E5D48&filterId=ChatAgentStats.agentId=CL</gadget>
 -->
<!--
    The following Gadgets are used for Predictive/Progressive/Preview Agent Outbound.
    To include this functionality:
    1) Remove these comments leaving the gadget
 
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB9100001440000005D0A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB510000144000000470A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget>
-->
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>queueData</id>
                <label>finesse.container.tabs.supervisor.queueDataLabel</label>
                <columns>
                    <column>
                        <gadgets>                            
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&amp;viewId_1=C8E2DB1610000140000000A60A4E5E6B&amp;filterId_1=VoiceIAQStats.esdName=CL&amp;viewId_2=9A7A14CE10000140000000ED0A4E5E6B&amp;filterId_2=VoiceCSQDetailsStats.agentId=CL&amp;compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL&amp;viewId_3=C8EF510810000140000000EB0A4E5E6B&amp;filterId_3=VoiceIAQStats.esdName=CL&amp;viewId_4=C8EE241910000140000000C30A4E5E6B&amp;filterId_4=VoiceIAQStats.esdName=CL</gadget>
<!--
    The following Gadget is used for WebChat. It is *ONLY* supported with WebChat.  If you are not using WebChat, then
    remove it.  If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat
    CSQs.  To include this functionality:
        1) Remove these comments leaving the gadget
 
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=E42ED788100001440000007B0A4E5CA1&filterId=ChatQueueStatistics.queueName=CL</gadget>
 -->
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCustomer</id>
                <label>finesse.container.tabs.supervisor.manageCustomerLabel</label>
                <gadgets>
                    <gadget>/desktop/gadgets/CustomerContext.xml</gadget>
                </gadgets>
            </tab>
<!--
    The following Tab and Gadget are used for WebChat and Email. They are *ONLY* supported with WebChat and Email. If you are not using WebChat or Email, then
    remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    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.

    RESTRICTIONS:
        - The multisession-reply-gadget must not be configured as a page level gadget
        - The multisession-reply-gadget must not be configured in a column
        
 
            <tab>
                <id>manageNonVoiceMedia</id>
                <label>finesse.container.tabs.supervisor.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->
<!--
    The following Tab and Gadget are for MediaSense.  They are *ONLY* supported with MediaSense.  If you are not using MediaSense,
    then remove them.  If you are using MediaSense and wish to show Recording Management, then do the following:
        1) Remove these comments leaving the tab and gadget
        2) Replace all instances of "my-mediasense-server" with the Fully Qualified Domain Name of your MediaSense Server.
 
    IMPORTANT NOTE:
        - In order for this Gadget to work, you must have performed all documented prerequisite steps.
 
            <tab>
                <id>manageRecordings</id>
                <label>finesse.container.tabs.supervisor.manageRecordingsLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://my-mediasense-server:8440/ora/gadget/MediaSenseGadget.xml</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->
        </tabs>
    </layout>
</finesseLayout>

6.4 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.

< No records found >

6.5 Reasons

The Reasons tab on the Cisco Finesse administration console allows to view, add, edit, and delete Not Ready reason codes, Sign Out reason codes, and Wrap-Up reasons.

Not Ready reason codes represent reasons that agents can select when they change their state to Not Ready.

Sign Out reason codes represent reasons that agents can select when they sign out of the Finesse desktop.

Wrap-Up reasons represent the reasons that agents can apply to calls. A Wrap-Up reason indicates why a customer called the contact center. For example, there may be one Wrap-Up reason for sales calls and another for support calls.

Reasons
LabelCodeGlobal?
Reason Codes (Not Ready)
Reason Codes (Sign Out)
Wrap-Up Reasons

6.6 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
NameDetails
Default
ID1
Desktop Layout<finesseLayout xmlns="http://www.cisco.com/vtg/finesse">
    <layout>
        <role>Agent</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>
<!--
    The following Gadget is used for WebChat and Email. It is *ONLY* supported with WebChat and Email.  If you are not using WebChat and Email, then
    remove it. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat and email
    CSQs. To include this functionality:
        1) Remove these comments leaving the gadget

    RESTRICTIONS:
        - The NonVoiceControl gadget must be configured as a page level gadget
        - The NonVoiceControl gadget must not be configured in a column
    
            <gadget>https://localhost/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
-->
        </page>
        <tabs>
            <tab>
                <id>home</id>
                <label>finesse.container.tabs.agent.homeLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&amp;viewId=76D964AD10000140000000830A4E5E6F&amp;filterId=AgentCSQStats.csqName=CL&amp;compositeFilterId=AgentCSQStats.AgentIds.agentId=loginId</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&amp;viewId=5C626F9C10000140000000600A4E5B33&amp;filterId=ResourceIAQStats.resourceId=CL</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>myStatistics</id>
                <label>finesse.container.tabs.agent.myStatisticsLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=150&amp;viewId=67D4371110000140000001080A4E5E6B&amp;filterId=ResourceIAQStats.resourceId=loginId</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=420&amp;viewId=5D411E8A10000140000000230A4E5E6B&amp;filterId=AgentStateDetailStats.agentID=loginId</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCustomer</id>
                <label>finesse.container.tabs.agent.manageCustomerLabel</label>
                <gadgets>
                    <gadget>/desktop/gadgets/CustomerContext.xml</gadget>
                </gadgets>
            </tab>
<!--
    The following Tab and Gadget are used for WebChat and Email. They are *ONLY* supported with WebChat and Email. If you are not using WebChat or Email, then
    remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    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.

    RESTRICTIONS:
        - The multisession-reply-gadget must not be configured as a page level gadget
        - The multisession-reply-gadget must not be configured in a column
        
 
            <tab>
                <id>manageNonVoiceMedia</id>
                <label>finesse.container.tabs.agent.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->
        </tabs>
    </layout>
    <layout>
        <role>Supervisor</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>
<!--
    The following Gadget is used for WebChat and Email.  It is *ONLY* supported with WebChat and Email.  If you are not using WebChat and Email, then
    remove it.  If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    CSQs. To include this functionality:
        1) Remove these comments leaving the gadget

    RESTRICTIONS:
        - The NonVoiceControl gadget must be configured as a page level gadget
        - The NonVoiceControl gadget must not be configured in a column
    
            <gadget>https://localhost/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
-->
        </page>
        <tabs>
            <tab>
                <id>manageTeam</id>
                <label>finesse.container.tabs.supervisor.manageTeamLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>/desktop/gadgets/TeamPerformance.jsp</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>teamData</id>
                <label>finesse.container.tabs.supervisor.teamDataLabel</label>
                <columns>
                    <column>
                        <gadgets>                           
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&amp;viewId_1=7291DCB410000140000000890A4E5B33&amp;filterId_1=ResourceIAQStats.resourceId=CL&amp;viewId_2=728283C210000140000000530A4E5B33&amp;filterId_2=ResourceIAQStats.resourceId=CL</gadget>
<!--
    The following Gadget is used for WebChat.  It is *ONLY* supported with WebChat.  If you are not using WebChat, then
    remove it.  If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat
    CSQs.  To include this functionality:
        1) Remove these comments leaving the gadget
 
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=F2F1FC17100001440000014E0A4E5D48&filterId=ChatAgentStats.agentId=CL</gadget>
 -->
<!--
    The following Gadgets are used for Predictive/Progressive/Preview Agent Outbound.
    To include this functionality:
    1) Remove these comments leaving the gadget
 
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB9100001440000005D0A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB510000144000000470A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget>
-->
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>queueData</id>
                <label>finesse.container.tabs.supervisor.queueDataLabel</label>
                <columns>
                    <column>
                        <gadgets>                            
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&amp;viewId_1=C8E2DB1610000140000000A60A4E5E6B&amp;filterId_1=VoiceIAQStats.esdName=CL&amp;viewId_2=9A7A14CE10000140000000ED0A4E5E6B&amp;filterId_2=VoiceCSQDetailsStats.agentId=CL&amp;compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL&amp;viewId_3=C8EF510810000140000000EB0A4E5E6B&amp;filterId_3=VoiceIAQStats.esdName=CL&amp;viewId_4=C8EE241910000140000000C30A4E5E6B&amp;filterId_4=VoiceIAQStats.esdName=CL</gadget>
<!--
    The following Gadget is used for WebChat. It is *ONLY* supported with WebChat.  If you are not using WebChat, then
    remove it.  If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat
    CSQs.  To include this functionality:
        1) Remove these comments leaving the gadget
 
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=E42ED788100001440000007B0A4E5CA1&filterId=ChatQueueStatistics.queueName=CL</gadget>
 -->
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCustomer</id>
                <label>finesse.container.tabs.supervisor.manageCustomerLabel</label>
                <gadgets>
                    <gadget>/desktop/gadgets/CustomerContext.xml</gadget>
                </gadgets>
            </tab>
<!--
    The following Tab and Gadget are used for WebChat and Email. They are *ONLY* supported with WebChat and Email. If you are not using WebChat or Email, then
    remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    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.

    RESTRICTIONS:
        - The multisession-reply-gadget must not be configured as a page level gadget
        - The multisession-reply-gadget must not be configured in a column
        
 
            <tab>
                <id>manageNonVoiceMedia</id>
                <label>finesse.container.tabs.supervisor.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->
<!--
    The following Tab and Gadget are for MediaSense.  They are *ONLY* supported with MediaSense.  If you are not using MediaSense,
    then remove them.  If you are using MediaSense and wish to show Recording Management, then do the following:
        1) Remove these comments leaving the tab and gadget
        2) Replace all instances of "my-mediasense-server" with the Fully Qualified Domain Name of your MediaSense Server.
 
    IMPORTANT NOTE:
        - In order for this Gadget to work, you must have performed all documented prerequisite steps.
 
            <tab>
                <id>manageRecordings</id>
                <label>finesse.container.tabs.supervisor.manageRecordingsLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://my-mediasense-server:8440/ora/gadget/MediaSenseGadget.xml</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->
        </tabs>
    </layout>
</finesseLayout>
Phone Books
< No records found >
Reason Codes (Not Ready)
< No records found >
Reason Codes (Sign Out)
< No records found >
Wrap-Up Reasons
< No records found >
Workflows
< No records found >
Team-Winners
ID2
Desktop Layout<finesseLayout xmlns="http://www.cisco.com/vtg/finesse">
    <layout>
        <role>Agent</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>
<!--
    The following Gadget is used for WebChat and Email. It is *ONLY* supported with WebChat and Email.  If you are not using WebChat and Email, then
    remove it. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat and email
    CSQs. To include this functionality:
        1) Remove these comments leaving the gadget

    RESTRICTIONS:
        - The NonVoiceControl gadget must be configured as a page level gadget
        - The NonVoiceControl gadget must not be configured in a column
    
            <gadget>https://localhost/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
-->
        </page>
        <tabs>
            <tab>
                <id>home</id>
                <label>finesse.container.tabs.agent.homeLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&amp;viewId=76D964AD10000140000000830A4E5E6F&amp;filterId=AgentCSQStats.csqName=CL&amp;compositeFilterId=AgentCSQStats.AgentIds.agentId=loginId</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&amp;viewId=5C626F9C10000140000000600A4E5B33&amp;filterId=ResourceIAQStats.resourceId=CL</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>myStatistics</id>
                <label>finesse.container.tabs.agent.myStatisticsLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=150&amp;viewId=67D4371110000140000001080A4E5E6B&amp;filterId=ResourceIAQStats.resourceId=loginId</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=420&amp;viewId=5D411E8A10000140000000230A4E5E6B&amp;filterId=AgentStateDetailStats.agentID=loginId</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCustomer</id>
                <label>finesse.container.tabs.agent.manageCustomerLabel</label>
                <gadgets>
                    <gadget>/desktop/gadgets/CustomerContext.xml</gadget>
                </gadgets>
            </tab>
<!--
    The following Tab and Gadget are used for WebChat and Email. They are *ONLY* supported with WebChat and Email. If you are not using WebChat or Email, then
    remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    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.

    RESTRICTIONS:
        - The multisession-reply-gadget must not be configured as a page level gadget
        - The multisession-reply-gadget must not be configured in a column
        
 
            <tab>
                <id>manageNonVoiceMedia</id>
                <label>finesse.container.tabs.agent.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->
        </tabs>
    </layout>
    <layout>
        <role>Supervisor</role>
        <page>
            <gadget>/desktop/gadgets/CallControl.jsp</gadget>
<!--
    The following Gadget is used for WebChat and Email.  It is *ONLY* supported with WebChat and Email.  If you are not using WebChat and Email, then
    remove it.  If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    CSQs. To include this functionality:
        1) Remove these comments leaving the gadget

    RESTRICTIONS:
        - The NonVoiceControl gadget must be configured as a page level gadget
        - The NonVoiceControl gadget must not be configured in a column
    
            <gadget>https://localhost/agentdesktop/gadgets/NonVoiceControl.xml</gadget>
-->
        </page>
        <tabs>
            <tab>
                <id>manageTeam</id>
                <label>finesse.container.tabs.supervisor.manageTeamLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>/desktop/gadgets/TeamPerformance.jsp</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>teamData</id>
                <label>finesse.container.tabs.supervisor.teamDataLabel</label>
                <columns>
                    <column>
                        <gadgets>                           
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&amp;viewId_1=7291DCB410000140000000890A4E5B33&amp;filterId_1=ResourceIAQStats.resourceId=CL&amp;viewId_2=728283C210000140000000530A4E5B33&amp;filterId_2=ResourceIAQStats.resourceId=CL</gadget>
<!--
    The following Gadget is used for WebChat.  It is *ONLY* supported with WebChat.  If you are not using WebChat, then
    remove it.  If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat
    CSQs.  To include this functionality:
        1) Remove these comments leaving the gadget
 
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=F2F1FC17100001440000014E0A4E5D48&filterId=ChatAgentStats.agentId=CL</gadget>
 -->
<!--
    The following Gadgets are used for Predictive/Progressive/Preview Agent Outbound.
    To include this functionality:
    1) Remove these comments leaving the gadget
 
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB9100001440000005D0A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget>
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=FD919FB510000144000000470A4E5B29&filterId=ResourceIAQStats.resourceId=CL</gadget>
-->
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>queueData</id>
                <label>finesse.container.tabs.supervisor.queueDataLabel</label>
                <columns>
                    <column>
                        <gadgets>                            
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=620&amp;viewId_1=C8E2DB1610000140000000A60A4E5E6B&amp;filterId_1=VoiceIAQStats.esdName=CL&amp;viewId_2=9A7A14CE10000140000000ED0A4E5E6B&amp;filterId_2=VoiceCSQDetailsStats.agentId=CL&amp;compositeFilterId=VoiceCSQDetailsStats.AgentVoiceCSQNames.agentVoiceCSQName=CL&amp;viewId_3=C8EF510810000140000000EB0A4E5E6B&amp;filterId_3=VoiceIAQStats.esdName=CL&amp;viewId_4=C8EE241910000140000000C30A4E5E6B&amp;filterId_4=VoiceIAQStats.esdName=CL</gadget>
<!--
    The following Gadget is used for WebChat. It is *ONLY* supported with WebChat.  If you are not using WebChat, then
    remove it.  If you are using WebChat, include this Gadget in the Desktop Layouts used by Teams associated with chat
    CSQs.  To include this functionality:
        1) Remove these comments leaving the gadget
 
                            <gadget>https://localhost:8444/cuic/gadget/LiveData/LiveDataGadget.jsp?gadgetHeight=310&viewId=E42ED788100001440000007B0A4E5CA1&filterId=ChatQueueStatistics.queueName=CL</gadget>
 -->
                        </gadgets>
                    </column>
                </columns>
            </tab>
            <tab>
                <id>manageCustomer</id>
                <label>finesse.container.tabs.supervisor.manageCustomerLabel</label>
                <gadgets>
                    <gadget>/desktop/gadgets/CustomerContext.xml</gadget>
                </gadgets>
            </tab>
<!--
    The following Tab and Gadget are used for WebChat and Email. They are *ONLY* supported with WebChat and Email. If you are not using WebChat or Email, then
    remove them. If you are using WebChat or Email, include this Gadget in the Desktop Layouts used by Teams associated with chat or email
    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.

    RESTRICTIONS:
        - The multisession-reply-gadget must not be configured as a page level gadget
        - The multisession-reply-gadget must not be configured in a column
        
 
            <tab>
                <id>manageNonVoiceMedia</id>
                <label>finesse.container.tabs.supervisor.manageNonVoiceMediaLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://my-socialminer-server/multisession/ui/gadgets/multisession-reply-gadget.jsp?gadgetHeight=430</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->
<!--
    The following Tab and Gadget are for MediaSense.  They are *ONLY* supported with MediaSense.  If you are not using MediaSense,
    then remove them.  If you are using MediaSense and wish to show Recording Management, then do the following:
        1) Remove these comments leaving the tab and gadget
        2) Replace all instances of "my-mediasense-server" with the Fully Qualified Domain Name of your MediaSense Server.
 
    IMPORTANT NOTE:
        - In order for this Gadget to work, you must have performed all documented prerequisite steps.
 
            <tab>
                <id>manageRecordings</id>
                <label>finesse.container.tabs.supervisor.manageRecordingsLabel</label>
                <columns>
                    <column>
                        <gadgets>
                            <gadget>https://my-mediasense-server:8440/ora/gadget/MediaSenseGadget.xml</gadget>
                        </gadgets>
                    </column>
                </columns>
            </tab>
-->
        </tabs>
    </layout>
</finesseLayout>
Phone Books
< No records found >
Reason Codes (Not Ready)
< No records found >
Reason Codes (Sign Out)
< No records found >
Wrap-Up Reasons
< No records found >
Workflows
< No records found >

6.7 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.

< No records found >

7 Command Line objects

This section contains status and configuration objects obtained via the command line.

7.1 Server 10.5.1.14

This section contains status and configuration objects obtained via the command line.

7.1.1 Show status

show status
Host Name : uccx11
Date : Mon Sep 12, 2016 05:42:07
Time Zone : Pacific Daylight Time (America/Los_Angeles)
Locale : en_US.UTF-8
Product Ver : 11.0.1.10000-75
Unified OS Version : 6.0.0.0-2
License MAC : 1ee4bfd30965

Uptime:
05:42:08 up 21:42, 2 users, load average: 0.29, 0.11, 0.09

CPU Idle: 59.14% System: 07.11% User: 33.76%
IOWAIT: 00.00% IRQ: 00.00% Soft: 00.00%

Memory Total: 5733844K
Free: 566556K
Used: 5167288K
Cached: 437020K
Shared: 0K
Buffers: 19360K

Total Free Used
Disk/active 30663692K 17484560K 12867604K (43%)
Disk/inactive 30663692K 28929972K 176064K (1%)
Disk/logging 106694728K 58973836K 42301116K (42%)

7.1.2 NTP Status

utils ntp status
ntpd (pid 7348) is running...

remote refid st t when poll reach delay offset jitter
==============================================================================
*10.5.1.100 128.184.34.53 4 u 245 1024 377 1.202 -0.158 0.337


synchronised to NTP server (10.5.1.100) at stratum 5
time correct to within 459 ms
polling server every 1024 s

Current time in UTC is : Mon Sep 12 12:42:09 UTC 2016
Current time in America/Los_Angeles is : Mon Sep 12 05:42:09 PDT 2016

7.1.3 Show hardware

show hardware
HW Platform : VMware Virtual Machine
Processors : 4
Type : Intel(R) Core(TM) i7-3930K CPU @ 3.20GHz
CPU Speed : 3200
Memory : 6144 MBytes
Object ID : 1.3.6.1.4.1.9.1.1348
OS Version : UCOS 6.0.0.0-2.i386
Serial Number : VMware-56 4d bc d7 d7 62 dc 8d-80 14 70 d7 e2 c3 89 df

RAID Version :
No RAID controller information is available

BIOS Information :
PhoenixTechnologiesLTD 6.00 04/14/2014

RAID Details :
No RAID information is available
-----------------------------------------------------------------------
Physical device information
-----------------------------------------------------------------------
Number of Disks : 1
Hard Disk #1
Size (in GB) : 165

Partition Details :

Disk /dev/sda: 21539 cylinders, 255 heads, 63 sectors/track
Units = sectors of 512 bytes, counting from 0

Device Boot Start End #sectors Id System
/dev/sda1 * 2048 62308351 62306304 83 Linux
/dev/sda2 62308352 124614655 62306304 83 Linux
/dev/sda3 124614656 125138943 524288 83 Linux
/dev/sda4 125138944 346030079 220891136 5 Extended
/dev/sda5 125140992 129236991 4096000 82 Linux swap / Solaris
/dev/sda6 129239040 346030079 216791040 83 Linux

7.1.4 Show network eth0

show network eth0
Ethernet 0
DHCP : disabled Status : up
IP Address : 10.5.1.14 IP Mask : 255.255.255.000
Link Detected: yes Mode : Auto enabled, Full, 1000 Mbits/s
Duplicate IP : no

DNS
Primary : 10.5.1.166 Secondary : Not Configured
Options : timeout:5 attempts:2 single-request-reopen
Domain : lab.test
Gateway : 10.5.1.1 on Ethernet 0

7.1.5 Show version active

show version active
Active Master Version: 11.0.1.10000-75
Active Version Installed Software Options:
ciscouccx.1101.ES06.37.cop

7.1.6 Show version inactive

show version inactive
Inactive Master Version: No Inactive side available

7.1.7 Show timezone config

show timezone config
Current timezone: Pacific Daylight Time (America/Los_Angeles)
Timezone version: 2015a

7.1.8 Show stats io

show stats io
avg-cpu: %user %nice %system %iowait %steal %idle
2.75 0.16 1.88 0.05 0.00 95.16

Device: tps Blk_read/s Blk_wrtn/s Blk_read Blk_wrtn
sda 34.19 153.20 520.64 11970908 40682992

8 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.

8.1 aa.aef

  Start Auto Attendant Template 
  Accept  (--Triggering Contact--) 
 /*Check if we support ASR*/ 
  Get Contact Info  (--Triggering Contact--) 
 /*Initialize Prompts*/ 
 menuPrompt =  Create Conditional Prompt (asr ? SP[AA\AAMainMenu_ASR] : SP[AA\AAMainMenu]) 
 extnPrompt =  Create Conditional Prompt (asr ? SP[AA\AAEnterExtn_ASR] : SP[AA\AAEnterExtn]) 
 namePrompt =  Create Container Prompt  Escalation (SP[AA\AANameDial0_ASR] || SP[AA\AANameDial1_ASR] || ...) 
 namePrompt =  Create Conditional Prompt (asr ? namePrompt : SP[AA\AANameDial]) 
 /*Play Welcome Prompt without any interruptions or barge-in being enabled.*/ 
  Play Prompt  (--Triggering Contact--, welcomePrompt) 
 MainMenu: 
  If  (asr || AlwaysEnableDialByName ) Then 
 True 
 /*DialByName supported.*/ 
 False 
  Switch  Language ( language ) 
 en 
 /*DialByName supported for English*/ 
 fr_CA 
 /*DialByName supported for Canadian French.*/ 
 Default 
 /*DialByName not supported.*/ 
  Goto  DialByExtn 
 prompt =  Create Container Prompt  Escalation (prefixPrompt + menuPrompt || menuPrompt) 
 /*Clear Prefix*/ 
  Set  prefixPrompt = P[] 
  Simple Recognition  (--Triggering Contact--, prompt, SG[AA\AAMainMenu]) 
 DialByExtn 
 DialByExtn: 
 prompt =  Create Container Prompt  Concatenation (prefixPrompt + extnPrompt) 
 /*Clear Prefix*/ 
  Set  prefixPrompt = P[] 
 extnXfer =  Get Digit String  (--Triggering Contact--) 
 Successful 
  If  (extnXfer == "") Then 
 True 
  Set  prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] 
  If  (attempts < MaxRetry ) Then 
 True 
  Increment  attempts 
  Goto  MainMenu 
 False 
 False 
 prompt =  Create Generated Prompt  telephone.number (extnXfer) 
 /*Localize based on Language*/ 
 prompt =  Create Language Prompt (L[ja]: prompt + SP[AA\AACallingExtn], L[ko]: prompt + SP[AA\AACallingExtn], ...) 
  Implicit Confirmation  (--Triggering Contact--, prompt) 
 No 
  If  (attempts < MaxRetry ) Then 
 True 
 /*Flush Input Buffer in case the caller pushed multiple times on the keys to stop the transfer. We need to do it here because the GetDigitString that queries for the extension doesn't flush the buffer. Now we could also have replace the GetDigitString step for a ExtendedGetDigitStep and dynamically change the boolean variable used for the FlushInputBuffer property to be true before we branch there. */ 
  Play Prompt  (--Triggering Contact--, P[]) 
  Increment  attempts 
  Goto  DialByExtn 
 False 
 Yes 
  Call Redirect  (--Triggering Contact-- to extnXfer) 
 Successful 
  Set Contact Info  (--Triggering Contact--, handled) 
  End  
 Busy 
  Set  prefixPrompt = SP[AA\AABusyExtn] + DP[500] 
 Invalid 
  Set  prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] 
 Unsuccessful 
  Set  prefixPrompt = SP[AA\AAExtnOutOfService] + DP[500] 
  If  (attempts < MaxRetry ) Then 
 True 
  Increment  attempts 
  Goto  MainMenu 
 False 
 Timeout 
 Unsuccessful 
 DialByName 
 DialByName: 
 prompt =  Create Container Prompt  Concatenation (prefixPrompt + namePrompt) 
 /*Clear Prefix*/ 
  Set  prefixPrompt = P[] 
 user =  Name To User  (--Triggering Contact--, prompt) 
 Successful 
  Get User Info  (user) 
  If  (spokenName == null) Then 
 True 
  Set  prompt = SP[AA\AACalling] 
 False 
 /*Localize based on Language*/ 
 prompt =  Create Language Prompt (L[ja]: spokenName + SP[AA\AACallingName], L[ko]: spokenName + SP[AA\AACallingName], ...) 
  Implicit Confirmation  (--Triggering Contact--, prompt) 
 No 
 /*Fall back to Spelling prompt if there is no spoken name and TTS is not available.*/ 
 fullNamePrompt =  Create Generated Prompt  fullname (firstName, lastName) 
 ttsPrompt =  Create Generated Prompt  fullname (firstName, lastName, ...) 
 prompt =  Create Conditional Prompt (spokenName == null ? ttsPrompt ||| fullNamePrompt : P[] + spokenName) 
  If  (asr) Then 
 True 
 /*Localize based on Language*/ 
 prompt =  Create Language Prompt (L[ja]: prompt + SP[AA\AAWant2Call_ASR], L[ko]: prompt + SP[AA\AAWant2Call_ASR], ...) 
 False 
  Set  prompt = prompt + DP[250] + SP[AA\AAWant2Call] 
 prompt =  Create Container Prompt  Concatenation (prompt) 
 /*Set needs to be removed as soon as the step is fixed to support grammar expressions*/ 
  Set  grammar = SG[AA\AAWantToCall] 
  Explicit Confirmation  (--Triggering Contact--, prompt, grammar) 
 Yes 
  Goto  Xfer 
 No 
 Timeout 
 Error 
  If  (attempts < MaxRetry ) Then 
 True 
  Increment  attempts 
  Goto  DialByName 
 False 
 Yes 
 Xfer: 
 /*Check if extension exist as the new NameToUser step can return users that do not have devices associated with them.*/ 
  If  (extnXfer != null) Then 
 True 
  Call Redirect  (--Triggering Contact-- to extnXfer) 
 Successful 
  Set Contact Info  (--Triggering Contact--, handled) 
  End  
 Busy 
  Set  prefixPrompt = SP[AA\AABusyExtn] + DP[500] 
 Invalid 
  Set  prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] 
 Unsuccessful 
  Set  prefixPrompt = SP[AA\AAExtnOutOfService] + DP[500] 
 False 
  Set  prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] 
  If  (attempts < MaxRetry ) Then 
 True 
  Increment  attempts 
  Goto  MainMenu 
 False 
 Timeout 
 Unsuccessful 
 Operator 
  Goto  XferOperator 
 Operator 
 XferOperator: 
  Call Redirect  (--Triggering Contact-- to operExtn) 
 Successful 
  Set Contact Info  (--Triggering Contact--, handled) 
  End  
 Busy 
  Set  prefixPrompt = SP[AA\AABusyExtn] + DP[500] 
 Invalid 
  Set  prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] 
 Unsuccessful 
  Set  prefixPrompt = SP[AA\AAExtnOutOfService] + DP[500] 
  If  (attempts < MaxRetry ) Then 
 True 
  Increment  attempts 
  Goto  MainMenu 
 False 
 Timeout 
 Unsuccessful 
 /*We could not recognize anything or transfer anywhere*/ 
  Play Prompt  (--Triggering Contact--, prefixPrompt + SP[AA\AASorry]) 
  Call Redirect  (--Triggering Contact-- to operExtn) 
 Successful 
  Terminate  (--Triggering Contact--) 
  End  
 Busy 
  Set  prefixPrompt = SP[AA\AABusyExtn] + DP[500] 
 Invalid 
  Set  prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] 
 Unsuccessful 
  Set  prefixPrompt = SP[AA\AAExtnOutOfService] + DP[500] 
  If  (attempts < MaxRetry ) Then 
 True 
  Increment  attempts 
  Goto  MainMenu 
 False 
 /*Were not able to transfer to the operator. Playback the prompt and simply exit the application. The system default treatment will kick in.*/ 
  Play Prompt  (--Triggering Contact--, prefixPrompt + DP[1000]) 
  Terminate  (--Triggering Contact--) 
  End  
Script Variables
NameTypeValueAttributes
welcomePromptPromptSP[AA\AAWelcome.wav]Parameter
extnXferString""null
userUsernullnull
menuPromptPromptP[]null
asrbooleanfalsenull
prefixPromptPromptP[]null
attemptsint1null
extnPromptPromptP[]null
namePromptPromptP[]null
promptPromptP[]null
spokenNameDocumentnullnull
nameString""null
languageLanguageL[en_US]null
MaxRetryint3Parameter
AlwaysEnableDialByNamebooleanfalsenull
grammarGrammarG[]null
operExtnString""Parameter
firstNameString""null
lastNameString""null
fullNamePromptPromptP[]null
ttsPromptPromptP[]null

8.2 SNU.aef

  Start Spoken Name Upload Template 
  Accept  (--Triggering Contact--) 
 language =  Get Contact Info  (--Triggering Contact--, Language) 
  Play Prompt  (--Triggering Contact--, SP[SNU\welcomeSpokenName.wav]) 
 GetUser: 
 user =  Name To User  (--Triggering Contact--, -- Default --) 
 Successful 
 currentRecording =  Get User Info  (user, Spoken Name) 
  If  (currentRecording != null) Then 
 True 
 namePrompt =  Create Container Prompt  Concatenation (currentRecording) 
 False 
  Get User Info  (user) 
 /*Spell fullname based on locale*/ 
 spelledPrompt =  Create Generated Prompt  fullname (firstName, lastName) 
 ttsPrompt =  Create Generated Prompt  fullname (firstName, lastName, ...) 
 /*Fall back to spelled prompt if TTS is not available*/ 
  Set  namePrompt = ttsPrompt ||| spelledPrompt 
 GetPin: 
 pin =  Get Digit String  (--Triggering Contact--) 
 Successful 
 Authenticate: 
  Authenticate User  PIN (user, pin) 
 Success 
 pound =  Create Generated Prompt  telephone.number ("#") 
 Record: 
 /*Localize based on language*/ 
 instructPrompt =  Create Language Prompt (L[ko]: SP[SNU\finished.wav]+pound+SP[SNU\press.wav], L[]: SP[SNU\finished.wav]+pound, ...) 
 recording =  Recording  (--Triggering Contact--, SP[SNU\rec_name.wav]+instructPrompt, 10) 
 Successful 
  Play Prompt  (--Triggering Contact--, SP[SNU\new_rec.wav] + recording) 
  Menu  (--Triggering Contact--, SP[SNU\menu_re_rec.wav]) 
 Key 1 
  Set User Info  (user) 
 Success 
 finalPrompt =  Create Container Prompt  Concatenation (SP[SNU\store_success.wav]) 
  Goto  Bye 
 Unsuccessful 
 finalPrompt =  Create Container Prompt  Concatenation (SP[SNU\error_general.wav] + SP[SNU\error_try_later]) 
  Goto  Bye 
 Key 2 
  If  (triesRecord < triesMaxRecord ) Then 
 True 
  Set  triesRecord = triesRecord +1 
  Goto  Record 
 False 
 finalPrompt =  Create Container Prompt  Concatenation (SP[SNU\error_try_later.wav]) 
  Goto  Bye 
 Timeout 
 finalPrompt =  Create Container Prompt  Concatenation (SP[SNU\error_try_later.wav]) 
  Goto  Bye 
 Unsuccessful 
 finalPrompt =  Create Container Prompt  Concatenation (SP[SNU\error_try_later.wav]) 
  Goto  Bye 
 Unsuccessful 
 finalPrompt =  Create Container Prompt  Concatenation (SP[SNU\error_rec.wav] + SP[SNU\error_try_later.wav]) 
  Goto  Bye 
 Unsuccessful 
  If  (triesAuthentication 
 True 
  Play Prompt  (--Triggering Contact--, SP[SNU\error_auth.wav]) 
  Set  triesAuthentication = triesAuthentication+ 1 
  Goto  GetUser 
 False 
 finalPrompt =  Create Container Prompt  Concatenation (SP[SNU\error_auth.wav] + SP[SNU\error_try_later.wav]) 
  Goto  Bye 
 Timeout 
  If  (pin == "") Then 
 True 
 /*No pin was entered*/ 
  If  (triesGetDigit 
 True 
  Set  triesGetDigit = triesGetDigit + 1 
  Play Prompt  (--Triggering Contact--, SP[SNU\still_there.wav] + DP[500]) 
  Goto  GetPin 
 False 
 /*Disconnect Caller Max retries reached.*/ 
 finalPrompt =  Create Container Prompt  Concatenation (SP[SNU\error_try_later.wav]) 
  Goto  Bye 
 False 
  Goto  Authenticate 
 Unsuccessful 
 finalPrompt =  Create Container Prompt  Concatenation (SP[SNU\error_try_later.wav]) 
  Goto  Bye 
 Timeout 
 finalPrompt =  Create Container Prompt  Concatenation (SP[SNU\error_try_later.wav]) 
  Goto  Bye 
 Unsuccessful 
 finalPrompt =  Create Container Prompt  Concatenation (SP[SNU\error_try_later.wav]) 
  Goto  Bye 
 Bye: 
  Set Contact Info  (--Triggering Contact--, handled) 
  Set  finalPrompt = finalPrompt + DP[500] + SP[SNU\goodbye.wav] 
  Play Prompt  (--Triggering Contact--, finalPrompt) 
  Terminate  (--Triggering Contact--) 
  End  
Script Variables
NameTypeValueAttributes
pinString""null
userUsernullnull
recordingDocumentnullnull
finalPromptPromptP[]null
triesAuthenticationint0null
triesMaxAuthenticationint3null
triesRecordint0null
triesMaxRecordint3null
currentRecordingDocumentnullnull
fullNameString""null
triesGetDigitint0null
triesMaxGetDigitint3null
spelledPromptPromptP[]null
firstNameString""null
lastNameString""null
languageLanguageL[en_US]null
instructPromptPromptP[]null
poundPromptP[]null
ttsPromptPromptP[]null
namePromptPromptP[]null

8.3 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
NameTypeValueAttributes
uriString""Parameter
DEFAULT_DOC_VER3DocumentDOC[]null

8.4 F1__aa.aef

  Start Auto Attendant Template 
  Accept  (--Triggering Contact--) 
 /*Check if we support ASR*/ 
  Get Contact Info  (--Triggering Contact--) 
 /*Initialize Prompts*/ 
 menuPrompt =  Create Conditional Prompt (asr ? SP[AA\AAMainMenu_ASR] : SP[AA\AAMainMenu]) 
 extnPrompt =  Create Conditional Prompt (asr ? SP[AA\AAEnterExtn_ASR] : SP[AA\AAEnterExtn]) 
 namePrompt =  Create Container Prompt  Escalation (SP[AA\AANameDial0_ASR] || SP[AA\AANameDial1_ASR] || ...) 
 namePrompt =  Create Conditional Prompt (asr ? namePrompt : SP[AA\AANameDial]) 
 /*Play Welcome Prompt without any interruptions or barge-in being enabled.*/ 
  Play Prompt  (--Triggering Contact--, welcomePrompt) 
 MainMenu: 
  If  (asr || AlwaysEnableDialByName ) Then 
 True 
 /*DialByName supported.*/ 
 False 
  Switch  Language ( language ) 
 en 
 /*DialByName supported for English*/ 
 fr_CA 
 /*DialByName supported for Canadian French.*/ 
 Default 
 /*DialByName not supported.*/ 
  Goto  DialByExtn 
 prompt =  Create Container Prompt  Escalation (prefixPrompt + menuPrompt || menuPrompt) 
 /*Clear Prefix*/ 
  Set  prefixPrompt = P[] 
  Simple Recognition  (--Triggering Contact--, prompt, SG[AA\AAMainMenu]) 
 DialByExtn 
 DialByExtn: 
 prompt =  Create Container Prompt  Concatenation (prefixPrompt + extnPrompt) 
 /*Clear Prefix*/ 
  Set  prefixPrompt = P[] 
 extnXfer =  Get Digit String  (--Triggering Contact--) 
 Successful 
  If  (extnXfer == "") Then 
 True 
  Set  prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] 
  If  (attempts < MaxRetry ) Then 
 True 
  Increment  attempts 
  Goto  MainMenu 
 False 
 False 
 prompt =  Create Generated Prompt  telephone.number (extnXfer) 
 /*Localize based on Language*/ 
 prompt =  Create Language Prompt (L[ja]: prompt + SP[AA\AACallingExtn], L[ko]: prompt + SP[AA\AACallingExtn], ...) 
  Implicit Confirmation  (--Triggering Contact--, prompt) 
 No 
  If  (attempts < MaxRetry ) Then 
 True 
 /*Flush Input Buffer in case the caller pushed multiple times on the keys to stop the transfer. We need to do it here because the GetDigitString that queries for the extension doesn't flush the buffer. Now we could also have replace the GetDigitString step for a ExtendedGetDigitStep and dynamically change the boolean variable used for the FlushInputBuffer property to be true before we branch there. */ 
  Play Prompt  (--Triggering Contact--, P[]) 
  Increment  attempts 
  Goto  DialByExtn 
 False 
 Yes 
  Call Redirect  (--Triggering Contact-- to extnXfer) 
 Successful 
  Set Contact Info  (--Triggering Contact--, handled) 
  End  
 Busy 
  Set  prefixPrompt = SP[AA\AABusyExtn] + DP[500] 
 Invalid 
  Set  prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] 
 Unsuccessful 
  Set  prefixPrompt = SP[AA\AAExtnOutOfService] + DP[500] 
  If  (attempts < MaxRetry ) Then 
 True 
  Increment  attempts 
  Goto  MainMenu 
 False 
 Timeout 
 Unsuccessful 
 DialByName 
 DialByName: 
 prompt =  Create Container Prompt  Concatenation (prefixPrompt + namePrompt) 
 /*Clear Prefix*/ 
  Set  prefixPrompt = P[] 
 user =  Name To User  (--Triggering Contact--, prompt) 
 Successful 
  Get User Info  (user) 
  If  (spokenName == null) Then 
 True 
  Set  prompt = SP[AA\AACalling] 
 False 
 /*Localize based on Language*/ 
 prompt =  Create Language Prompt (L[ja]: spokenName + SP[AA\AACallingName], L[ko]: spokenName + SP[AA\AACallingName], ...) 
  Implicit Confirmation  (--Triggering Contact--, prompt) 
 No 
 /*Fall back to Spelling prompt if there is no spoken name and TTS is not available.*/ 
 fullNamePrompt =  Create Generated Prompt  fullname (firstName, lastName) 
 ttsPrompt =  Create Generated Prompt  fullname (firstName, lastName, ...) 
 prompt =  Create Conditional Prompt (spokenName == null ? ttsPrompt ||| fullNamePrompt : P[] + spokenName) 
  If  (asr) Then 
 True 
 /*Localize based on Language*/ 
 prompt =  Create Language Prompt (L[ja]: prompt + SP[AA\AAWant2Call_ASR], L[ko]: prompt + SP[AA\AAWant2Call_ASR], ...) 
 False 
  Set  prompt = prompt + DP[250] + SP[AA\AAWant2Call] 
 prompt =  Create Container Prompt  Concatenation (prompt) 
 /*Set needs to be removed as soon as the step is fixed to support grammar expressions*/ 
  Set  grammar = SG[AA\AAWantToCall] 
  Explicit Confirmation  (--Triggering Contact--, prompt, grammar) 
 Yes 
  Goto  Xfer 
 No 
 Timeout 
 Error 
  If  (attempts < MaxRetry ) Then 
 True 
  Increment  attempts 
  Goto  DialByName 
 False 
 Yes 
 Xfer: 
 /*Check if extension exist as the new NameToUser step can return users that do not have devices associated with them.*/ 
  If  (extnXfer != null) Then 
 True 
  Call Redirect  (--Triggering Contact-- to extnXfer) 
 Successful 
  Set Contact Info  (--Triggering Contact--, handled) 
  End  
 Busy 
  Set  prefixPrompt = SP[AA\AABusyExtn] + DP[500] 
 Invalid 
  Set  prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] 
 Unsuccessful 
  Set  prefixPrompt = SP[AA\AAExtnOutOfService] + DP[500] 
 False 
  Set  prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] 
  If  (attempts < MaxRetry ) Then 
 True 
  Increment  attempts 
  Goto  MainMenu 
 False 
 Timeout 
 Unsuccessful 
 Operator 
  Goto  XferOperator 
 Operator 
 XferOperator: 
  Call Redirect  (--Triggering Contact-- to operExtn) 
 Successful 
  Set Contact Info  (--Triggering Contact--, handled) 
  End  
 Busy 
  Set  prefixPrompt = SP[AA\AABusyExtn] + DP[500] 
 Invalid 
  Set  prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] 
 Unsuccessful 
  Set  prefixPrompt = SP[AA\AAExtnOutOfService] + DP[500] 
  If  (attempts < MaxRetry ) Then 
 True 
  Increment  attempts 
  Goto  MainMenu 
 False 
 Timeout 
 Unsuccessful 
 /*We could not recognize anything or transfer anywhere*/ 
  Play Prompt  (--Triggering Contact--, prefixPrompt + SP[AA\AASorry]) 
  Call Redirect  (--Triggering Contact-- to operExtn) 
 Successful 
  Terminate  (--Triggering Contact--) 
  End  
 Busy 
  Set  prefixPrompt = SP[AA\AABusyExtn] + DP[500] 
 Invalid 
  Set  prefixPrompt = SP[AA\AAInvalidExtn] + DP[500] 
 Unsuccessful 
  Set  prefixPrompt = SP[AA\AAExtnOutOfService] + DP[500] 
  If  (attempts < MaxRetry ) Then 
 True 
  Increment  attempts 
  Goto  MainMenu 
 False 
 /*Were not able to transfer to the operator. Playback the prompt and simply exit the application. The system default treatment will kick in.*/ 
  Play Prompt  (--Triggering Contact--, prefixPrompt + DP[1000]) 
  Terminate  (--Triggering Contact--) 
  End  
Script Variables
NameTypeValueAttributes
welcomePromptPromptSP[AA\AAWelcome.wav]Parameter
extnXferString""null
userUsernullnull
menuPromptPromptP[]null
asrbooleanfalsenull
prefixPromptPromptP[]null
attemptsint1null
extnPromptPromptP[]null
namePromptPromptP[]null
promptPromptP[]null
spokenNameDocumentnullnull
nameString""null
languageLanguageL[en_US]null
MaxRetryint3Parameter
AlwaysEnableDialByNamebooleanfalsenull
grammarGrammarG[]null
operExtnString""Parameter
firstNameString""null
lastNameString""null
fullNamePromptPromptP[]null
ttsPromptPromptP[]null

8.5 F1__icd.aef

  Start Simple Queuing Template 
  Accept  (--Triggering Contact--) 
  Play Prompt  (--Triggering Contact--, WelcomePrompt) 
  Select Resource  (--Triggering Contact-- from CSQ) 
 Connected 
 Queued 
 queueLoop: 
  Play Prompt  (--Triggering Contact--, QueuePrompt) 
  Delay  DelayWhileQueued sec 
  Goto  queueLoop 
  End  
Script Variables
NameTypeValueAttributes
resourceIDString""null
CSQString""Parameter
DelayWhileQueuedint30Parameter
WelcomePromptPromptSP[ICD\ICDWelcome.wav]Parameter
QueuePromptPromptSP[ICD\ICDQueue.wav]Parameter
SRS_TempResourceSelectedVar2Usernullnull

Table of Contents [Hide TOC]