Cisco UC – CCX – Contact Center

By | 26/08/2014

Queues Design

http://routeswitchblog.com/2013/04/01/uccx-automatic-call-distribution-acd-part-1/

http://routeswitchblog.com/2013/04/25/uccx-automatic-call-distribution-acd-part-2/

 

Application Scripts

Cisco Unified CCX Editor

Video

 

Holiday days

Link

 

Exceptions

– 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

Article:

Using Exceptions in UCCX 

 

Showing CSQ info to the Agent

Custom label in CAD

 

IVR

Video

 

CiscoVoiceDude Videos

 

 

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

Reference:

IPPA and One Button Login configuration for  Call Manager 4

Cisco IP Phone Agent Guide