Cisco Unified CCX Editor
– They are used to handle errors.
– It’s not important their location in the script, they will be run when the exception happens.
– ContactInactiveException – When the caller hangs the call. Usually to go to END
Showing CSQ info to the Agent
IP Phone Agent Configuration
Cisco CCX allows the usage of Cisco Desktop Agent (CDA), Finnesse or IP Phone Agent (IPPA) to allow agents to manage their status and get information from the calls.
CDA and Finnesse are not available in Standard CCX version, so it could be needed to configure IPPA and it need to be done in CUCM.
On the CUCM, go to Device > Device Settings > IP Phone Services
Create a new service with the following configuration:
Service name: IP Phone Agent ASCII Service Name: IP Phone Agent Service URL: http://[IP]:[PORT]/ipphone/jsp/sciphonexml/IPAgentInitial.jsp Sercive Category: XML Service Service Type: Standard IP phone service Enable
Where [IP] is the IP of the Contact Center server and [PORT] is 6293 for the CCX or 8088 for CCE
Go to the Phone or Device Profile configuration and Subscribe it to the recently created IP Phone Agent service