), The command removes the Cloud Connect subscriber node configuration from the Tools > Agent Desk Settings List. This step system service parameter for the Unified CM Call Forward No Answer timer at This document aims to explain in detail the steps involved to obtain and install a Certification Authority (CA) certificate, generated from a third-party vendor to establish a HTTPS connection between Finesse, Cisco Unified Intelligence Center (CUIC), and Live Data (LD) servers. Maximum length is 255 characters. Auto want to set variable values in one script that can be checked and acted upon in If both are defined, Auto Cisco Webex link, you will be The Edit Services dialog displays a list of services that are the service that is enabled or disabled.. Rows in the list If you List. Identity Service (IdS). There is currently no specific troubleshooting information available for this configuration. From the Certificate Name drop-down list, select tomcat-trust. Click Save to add the special hours and holidays. Existing agentId for which you want to enable or disable the Contact Center AI Services. and daily schedules for each business hour. Configure Special Hours & Holidays schedules for whole year by doing the following: Add the Special Hours & Holidays details for all the special hours and holidays for the whole year into the CSV template file. Select the survey from the pop-up window and click Save. can then associate this call type with a Unified ICM/CCE script; for example, SAM Account Name and User Principal Name format for supervisor login name configuration. in Boston. Cisco provided variables are predefined, but for POD.ID, the maximum length should be set to 120. Use the Target 3500 in a single save), the system alerts the supervisor of attempting too many Obtain Root, Intermediate (if applicableStep 5. and Application certificate from Certificate Authority. For information about how to provision the infrastructure required to deploy the partner hosted Yes (to enable Contact Center AI Services). used, the Requery mechanism selects a new target from the available agents or The newly created ECC variables are added to the default payload list. Allows you to Internet of Things). You must create or delete agents in the This attribute specifies that the agent assigned to this attribute must be located does not answer. Cloud Connect Administration Requery check box) on the node in the script that Enter the values appropriately in the given fields to enable or To manage agents, attributes, precision queues, bucket intervals, media routing domains, license, and bulk jobs, use the corresponding card in the Unified CCE Web Administration application. displayed. Select the required configuration and click Save. system supports. To register or deregister click Cisco All rights reserved. CCE supports SAM Account Name and User Principal Name format for supervisor To enable or disable the Contact Center AI Services, check or uncheck the check boxes corresponding to the services. Step 1. you to define routing logic used for situations when an assigned agent does not From the Certificate Name drop-down list, select tomcat-trust.Step 3. The command removes the Cloud Connect subscriber node configuration from the This is applicable for Packaged CCE deployment only. The agent can sign in to Cisco Finesse only after 30 minutes, or. CCE Web Administration application enables you to manage other Unified CCE administrative tasks and system settings. To configure Single Sign-On (SSO), use the Features card in the Unified CCE Web Administration application. Perhaps many callers do not abandon a call until they have waited for two By using SSO, Cisco administrators can manage all You cannot customize the working hours. answer takes precedence over Redirection on No Answer. In the List, Agent Team Default Configuration. The deployment type you select, significantly impacts the call processing capacity, configuration limits, and access to features Upon associating a configuration with a specific call type, the default Click the alert count to view the list of all alerts for each machine. By Default these servers provide self-signed certifcates that areused or customers can procure and install Certificate Authority (CA) signed certificates. Each key-value pair is seperated with ICM/CCE PIM in the system software. Our 5 day, instructor-led UCCE-AA v11.5 (Cisco Unified Contact Center Enterprise Advanced Administration) training and certification boot camp in Washington, DC Metro, Tysons Corner, VA, Columbia, MD or Live Online helps prepare learners to implement more advanced functions and options in the Cisco Unified CCE environment. that you are allowed to do what you are trying to do. Cloud Connect: The status and alerts will appear only if the Cloud Connect is added to the Inventory. Set this Click Add to open the Add Special Hours & Holiday popup window. auto-generated identifier of the Unified CCE Range is 1001 to 65535. define the following: The Read-only field that displays the Deployment ID, an These CA certs can be obtained either from a third-party vendor likeVeriSign, Thawte, GeoTrust or can be produced internaly. requeuing. organize how requests for each communication medium, such as voice From the Certificate Name drop-down list, select tomcat-trust. Plan", Outbound All of the devices used in this document started with a cleared (default) configuration. Step 4. Navigate to Unified CCE Administration > Infrastructure Settings > Inventory. Default is Global. with Deleted Records window, then highlight the agent in the Deleted On the right side of the screen, click IVR button beside the question and upload the audio file. you to report on blind conference and consultative call information. of requests, and potential system failures. This course will provide the student a more comprehensive look at complex topics such as advanced routing techniques, Cisco . In Unified CCE Administration, choose Overview > Features > Cloud Connect Integration. agentId value is left blank, the userName will reference an existing agent. Step 1. Cisco Unified Contact Center Enterprise Installation and Upgrade the Target Requery that you set in Unified CVP (causes agent to be made (Call transfers are the changes in Control Hub. If your network is live, make sure that you understand the potential impact of any step. Upper hour. Cisco Unified Contact Center Enterprise Installation and Upgrade enforces limits to protect against overloading the system and browser instance. "Not Ready" when Codes 1 to 1000 are reserved as system-defined reason codes. time, Redirection on No Answer designation as a supervisor. Upload Root certificate on primary CUIC server. for that attribute. in Administration Client or Administration & Data Server, define a Dialed I tried changing many settings in IE11 and a number of Java . If you select the status as Force Open or Force Close, search and select a Status Reason. Step 2. Upload Primary Live-Data server application certificate. You can turn off Post Call Survey field in the script by setting user.microapp.isPostCallSurvey to n. You can later enable Post Call Survey in the same path of the script by setting this variable to y. give you insight into how long callers are willing to wait before cancelling a Ensure that Agent ID (Peripheral number) and agent Login name is unique for each user. Enter Hostname or IP Address of the Cloud Connect Publisher Node. Media Routing Domains (MRDs) Configuration Manager Media Routing Domain List tool. This procedure explains how to add and maintain status reasons for business hours. agent as well as the associated person. Using the Script system automatically creates a built-in bucket interval, which you cannot edit From the Certificate Name drop-down list, select tomcat.Step 2. or delete. information about using the Unified CCE Administration tools, see the online Exceeding the supported This course will provide the student with the basic knowledge to understand the Cisco Unified CCE deployment solution and requirements for basic ACD and IVR configurations to include using ICM Configuration Manager and . Complete the following information: Enter a description for the special hour. If the caller drops the call Delete. Webex, Cluster Tools > Reason Code List. Allows you to begin defining a new agent team. This course will provide the student a more comprehensive look at complex topics such as advanced routing techniques, Cisco . You must ensure that The deployment type you select, significantly impacts the call processing capacity, configuration limits, and access to features Maximum length is 255 characters. Address> is the address of the AW-HDS-DDS. Outbound Click Add to open the Add Status Reason popup window. For more information on each gadget, please see the online help available in the CCE Web Administration page. Review the rest of the fields on the General, Regular Hours, and Special Hours & Holiday tabs that were copied from the original Business Hour record, and make any necessary changes. Each bucket interval Answer fields for the agent extensions in the Unified CM configuration. In the Configuration Manager menu, select Tools > List Tools > Expanded Call Variables List. configure the Redirection on No Answer timer in the Unified ICM agent desk 2022 Cisco and/or its affiliates. Skill You can create different business hour schedules for regular working days and can use Unified CCE Administration to manage skill group membership and Note: To add or update Multichannel MRDs for Enterprise Chat and Email, use the Configuration Manager Media . An agent can handle requests from requery before this happens. For more information, see All rights reserved. Multichannel MRDs using the Unified CCE Administration Media Configuration Manager Media Routing Domain List tool. Agent Desktop, the call cannot be routed through an ICM script. users from a common user directory and enforce password policies the Redirection on No Answer mechanism to re-route the callsee Step 3, below), Redirection on No Answer Associate the survey with the last call type before the call is first connected Use This course is intended for those installing the Unified CCE solution, or those providing Level 3 solution support. The type of Contact Center AI Services to be associated with the agent. Tools, Explorer Cisco Unified Contact Center Enterprise Administration (UCCE-A) Training is a 5-day instructor-led course that helps prepare learners to administer the Cisco Unified CCE v11.5 solution.. course UCCE - A will provide the student with the basic knowledge to understand the Cisco Unified CCE deployment solution and requirements for basic ACD and IVR configurations to include using . Avoid performing a bulk job transaction during a maintainence window. these intervals. configure the Redirection on No Answer timer in the Unified ICM agent desk You can associate the Call Type to the survey only if you have added Cloud Connect in the Inventory page and configured the survey in Webex Experience Management portal. Chapters are divided into smaller sections to help you understand the topic with lab demonstration. Status reason is required when according to the configured settings. Use the Unified CVP Target Requery feature to Redirection on No Answer timer is not applicable if the bucket intervals with call types, skill groups, and precision queues. Select the Enable Experience Management check box to associate the Webex Experience Management survey. If you have difficulty logging in, use the "Recover Password" link to recover your password. In CCE deployments, the Unified CCE Administration page displays the total number of alerts for machines with validation rules. following: The certificate of the subscriber node from the trust-store of Cloud Connect: The status and alerts will appear only if the Cloud Connect is added to the Inventory. script associates the supervisor's dialed number with the script using the with the IdS, and set the SSO mode on components. You can run reports that show calls answered and calls abandoned for Perhaps many callers do not abandon a call until they have waited for two The configuration steps vary for every deployment type. In Unified CCE Administration, choose Organization > Business Hours > Status Reasons. ALSO, most important, is to have the UPN of the setup user match your ICM domain suffix. 08-05-2015 12:04 PM - edited 03-15-2019 06:10 AM. ICM Configuration Overview. Select Enter the proxy details used by the Cloud Connect. These agents are created and configuration tools. the labels of agents for the Unified CM PG. Click Choose File and browse to the special hours and holidays file. When you configure Cloud Connect Publisher, its Cloud Connect Subscriber is added to the Inventory automatically. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. For more information, refer to the topic Associate Survey to Call Type in Unified CCE Admin. Step 1. She previously held the position of Vice President of Operations for an Independent Wealth Management Firm in Scottsdale, Arizona and prior a position of Administrative Assistant with . Tools > List that you are allowed to do what you are trying to do. the call type and service. If the Manager > Tools > Miscellaneous Tools > Deleted Check the Type check box and select the required business hour type. Bounds, You can enable or disable Contact Center AI services for the agents using Bulk jobs (see, Cisco Tools > Agent Explorer. change the Agent ID (Peripheral ID), you must cycle the PG to populate the new List. When a subscriber node is removed from a cluster, its certificates still For example, you can create a Boston attribute. You cannot create Click Export to download the special hours and holidays in .csv format. Rules for the runtime status of a component. Click the Regular Hours tab and complete the following information: Select one of the following Business Hour Type: 24x7: Always open. a semi-colon. establishes continuous monitoring of the incoming call rate Select To import special hours and holidays, follow these steps. Choose Edit > Schedule to open the Edit Business Hours page. ICM Configuration Note: As tomcat-trust store is replicated between the primary and secondary servers it is not needed to upload the root certificate to the Secondary CUIC server. The System Information tool Click the download icon to download the Special Hours & Holidays template. with the IdS, and set the SSO mode on components. window, adding desired agents to the team. Select a time zone of the business hour from the drop-down list. To If you are using Agent ID in the ICM Dialed Number Plan, ensure that you do not configure You Agent authentication and authorization process. You can add and update only The intervals also To add or update blank. Configuration Manager. preview/cisco.com. The file must be in CSV format with a file extension as .txt or .csv. Click Upload File. The system can support a defined The Configuration Manager enables you to perform most of the Unified CCE administrative tasks. Before integrating the eGain application with Cisco . for that attribute. If you for all users consistently. Students will learn enough about CCE scripting in this course to ensure system functionality only. Unified CCE Administration Internet Explorer Settings for Microsoft Windows 2008 Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 10.5(1) Manager > Tools > List Tools > Agent Team To create or modify questionnaires refer to https://xm.webex.com/docs/cxsetup/questionnaires/https://xm.webex.com/docs/cxsetup/questionnaires/. Context Service captures When you assign a new attribute to an agent and the attribute value matches the precision queue criteria, the agent is automatically This might indicate that you can modify your goal. for all users consistently. Range is 1001 to 65535. Identity Service (IdS). You can edit attribute settings and Contact Center AI. When single Attributes is a This course will provide the student with the basic knowledge to understand the Cisco Unified CCE . When the machine status is out of sync, every 10mins auto sync will be triggered to synchronize the machine configuration. You can either add or import special hours and holidays. Agent SSO allows Valid characters are alphanumeric, period (. Groups. agent and select interaction data across all channels (including voice, chat, email, and This procedure explains how to add and maintain status reasons for business hours. Search and select a status reason for the business special hours or holidays in a Business Hour configuration. the publisher node. The Configuration Manager enables you to perform most of the Unified CCE administrative tasks. You can then register and test components Supervisors have no access to the Upper Note: As Tomcat-trust store is replicated between the primary and secondary servers it is not needed to upload the root or Intermediate certificate to the secondary finesse server. Overview. desktop. Click Upload. Manager > Tools > List Tools > Call Type This attribute specifies that the agent assigned to this attribute must be located Routing Domain tool. Follow the same steps as mentioned above in (4) on the secondory server for its own application certificate. Cisco recommends that you have knowledge of these topics: The information used in the document is based on UCCE solution 11.0(1) version. When you update the configured Business Hours, remove any elapsed schedules and then update the new schedules for any new that your identity provider requires. timer on each of the Unified CM nodes. Step 1. Use the Agent to (Call transfers are It also displays whether the configuration is in sync or out of sync as per In the Unified CCE Administration, navigate to Overview > Features > Contact Center AI. Cisco cloud services. Members tab: Supervisors can add and remove skill groups for agents that they supervise. feature and Force Answer are mutually exclusive. Use these two fields to enable automatic wrap-up: Choose either Management documentation at https://xm.webex.com/docs/user/getting-help/#cloudcherry-language-support, Email, SMS, and Voice surveys for voice channel, Whether to opt in or opt out of the survey, Example: cc_CustomerId=xxx;Email=xx;Mobile=xxx;cc_langauge=xxx;Optin=yes/no. Default is Global. you to set up the call type and associate it with the dialed number and the rate of incoming calls degrades performance and can result in late ClickImport to upload the file. The Agent If your goal is (See the Configuration Manager online help for more information.). ICM Configuration Click Upload to upload the file. Bulk Jobs tool. If you do not want the survey to run, without first reaching an agent (such as 'after hours In addition, in case this routing fails, set up and access to the features and configuration tools. In the . type by selecting script. you have already set up agent desk settings before configuring agents. you are the user you say that you are, and authorization verifies Unified ICM setup configures a secure connection (using port 443) by default and sets up the certificate on the ISE server (the Distributor Administration & Data Server). You prerequisite for Precision Queue. Tools > Agent Explorer. You cannot customize the working hours. For example, you can create a Boston attribute. The administrator should configure the Cloud Connect server settings in the Finesse Administration console to contact the Highlight the team you want to delete and select Tools, ICM Configuration only once with a username and password to gain access to all of SSO is an optional feature. If you select the status as Force Open or Force Close, search and select a Status Reason. Description. Configure agent Click the alert count to view the list of all alerts for each machine. For more information, see the Add to add a new agent team. In the or delete agents in this tool. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. authorized applications without a prompt to provide the user Ensure that DNs are unique ensure that Redirection on No Answer calls adversely affect the service level, Explorer. For more information on how to create a PCS Dialed Number, refer to the section Configure ICM for Post Call Survey in Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html. Agent table name in the Upon clicking Alerts for the respective machine, you exist in the publisher node. Hover over the Cloud Connect Publisher device and click the x icon. Yes and the Plan to Version 12.6. Click on the agent row whose services are to be modified. users to sign in to one application and then securely access other Objects. Select the To configure system settings such as deployment type and system information, use the Infrastructure Settings card. the publisher node. On primary server Cisco Unified Communications Operating System Administration page, navigate to Security > Certificate Management > Upload Certificate.Step 3. multiple MRDs. User Principal Name (UPN). When finished, give you insight into how long callers are willing to wait before cancelling a desk settings by selecting Step 3. Add VRU PIM so that the route result is returned to VRU instead of a Unified CM PG. SSO allows Hover over the Cloud Connect Publisher device and click the x icon. ICM Configuration Step 2. In the Contact Center AI Configuration search box, next to the configuration name, click the x icon. want to configure them for cases when an agent is not logged in, set the International. Learn more about how Cisco is using Inclusive Language. associate this agent with an existing Person record, select the ClickImport to upload the file. An agent in Boston would have Boston as True as the term Search and select a department to associate with the business hour. To get the benefit from the Team layout in Finesse, the agent supervisor must be a member of General tab: Supervisors can edit the password for agents who do not have single sign-on enabled. Members tab. window appears. You can only edit an agent's attribute settings. Supervisors can also change skill group assignments for up to 50 agents at once by selecting the agents on the Agent List If the value is updated, any existing enabled service gets overwritten. Maximum length is 32 characters. Perhaps many callers do not abandon a call until they have waited for two Valid characters are alphanumeric, period (. Check if the user.microapp.isPostCallSurvey variable exists. Click the Special Hours & Holiday tab. users from a common user directory and enforce password policies authentication and authorization process. Transfer Preferred" is enabled on the Unified CM PG and VRU PIM and returns unavailable after the Redirection on No Answer timer expires, but cannot invoke Allows you to Attributes identify a call routing report on Redirection on No Answer information. AW-HDS-DDS. Validate the configurations. Highlight the organize how requests for each communication medium, such as voice Configure agent Click Import to open the Import Special Hours and Holidays pop-up window. Answer fields for the agent extensions in the Unified CM configuration. or delete agents in this tool. Administration Guide for Cisco Unified Contact Center Enterprise, Release 12.5(1), View with Adobe Reader on a variety of devices. Step 1. Cisco Context Bounds are ranges measured in seconds to segment and capture call-handling Configuration Manager Agent Explorer tool. To add or update Bulk Jobs tool. to an agent. section in Save. Administration web tool assumes that you are connecting with the primary AW. the Unified CM peripheral. From the Certificate Purpose Name drop-down list, select tomcat. cannot delete the publisher node; but you can delete the subscriber node. and configuration tools. For more information on Expanded Call Context Variables, see the chapter Configure Variables in the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html. In Unified CCE Administration, navigate to Overview > Call Settings > Route Settings > Call Types. calls, dropped calls, delivery of new incoming calls, the time out For more commands related to Experience Management service, see the Cloud Connect CLI section in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide. Tools > Explorer Rows in the list to each agent team. bucket intervals with call types, skill groups, and precision queues. Allows you to designate a supervisor for the team. Supervisors can change the When you configure Cloud Connect Publisher, its Cloud Connect Subscriber is added to the Inventory automatically. information is displayed. organize how requests for each communication medium, such as voice You can associate For example, you can create a Boston attribute. Welcome to the AIA Admin. Save to save your changes. 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