CCMP User Guide 10 5
Uploaded by
Ahmad MuttaqinCCMP User Guide 10 5
Uploaded by
Ahmad MuttaqinUser Guide for Cisco Unified Contact
Center Management Portal
Release 10.5
April 2014
Corporate Headquarters
Cisco Systems, Inc.
170, West Tasman Drive
San Jose, CA 95134-1706
USA
http://www.cisco.com
Tel:
408 526-4000
800 553-NETS (6387)
Fax:
408 526-4100
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT
NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE
PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR
APPLICATION OF ANY PRODUCTS.
THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION
PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO
LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY.
The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as
part of UCBs public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California.
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INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE
THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco
trademarks, go to this URL: http://www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners.
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coincidental.
Copyright 2014 Cisco Systems, Inc. All rights reserved.
Table of Contents
iii
Table of Contents
Table of Contents
Preface
iii
xvii
Purpose
xvii
Audience
xvii
Organization
xvii
Related Documentation
xviii
Document Conventions
xix
Obtaining Documentation, Obtaining Support and Security Guidelines
xix
Documentation Feedback
xx
1 Getting Started
1.1 The Basics
1.1.1 About Unified Contact Center Management Portal
1.1.2 About DifferentKinds of User
1.1.2.1 Kinds of Unified CCMP User
1.1.2.2 Host Administrator
1.1.2.3 Tenant Administrator
1.1.2.4 Tenant User
1.1.2.5 Basic User
1.1.3 About Basic and Advanced Mode
1.2 Accessing The Web Application
3
4
1.2.1 Supported Browsers
1.2.2 Disabling Pop-up Blockers
1.2.3 Changing Your Language
1.2.4 Logging In to Unified CCMP
1.2.5 Logging In Using Single Sign On
1.2.6 Using Online Help
1.2.7 Logging Out
1.2.8 About the Home Page
1.2.8.1 Overview
Table of Contents
iv
1.2.8.2 The Top Menu
1.2.8.3 Basic Mode Options
1.2.8.4 Advanced Mode Options
1.2.9 About the Folder Tree
1.2.9.1 Overview
9
9
1.2.9.2 Contents and Organization
10
1.2.9.3 Folder Order
11
1.2.9.4 Expanding and Collapsing the Folder Tree
11
1.2.9.5 Showing Child Folders
11
1.2.9.6 Selecting a Single Folder
14
1.2.9.7 Selecting Multiple Folders
14
1.2.9.8 Making Provisional Selections
14
1.2.9.9 Shortcut Menus
15
1.2.9.10 Drag and Drop Operations
16
1.2.9.11 Keyboard Shortcuts
16
2 Settings
18
2.1 About Unified CCMP Settings
18
2.2 User Settings
18
2.2.1 Changing Your User Settings
2.3 Passwords
18
19
2.3.1 About Passwords
19
2.3.2 Changing Your Password
20
2.4 System Settings
20
2.4.1 About System Settings
20
2.4.2 Changing the System Settings
21
2.4.3 About the Top Menu
22
2.4.4 Adding a Link to the Top Menu
22
2.4.5 Editing a Link on the Top Menu
22
2.4.6 Deleting a Link from the Top Menu
23
2.5 Security Settings
2.5.1 About Security Settings
23
23
Table of Contents
2.5.2 Changing the Security Settings
2.6 Provisioning Settings
2.6.1 Changing the Provisioning Settings
2.7 Viewing the Unified CCMP Version
3 Service Manager
23
25
25
26
27
3.1 About Service Manager
27
3.2 Configuring Access to the Service Management Tools
27
3.3 Agent Team Management
28
3.3.1 About the Agent Teams Tool
28
3.3.2 Viewing an Agent Team
28
3.3.3 Viewing or Editing Agents
28
3.3.4 Changing an Agents Team
30
3.3.5 Adding a New Agent
30
3.3.6 Adding a New Person
32
3.4 Agent Reskilling
33
3.4.1 About the Re-Skilling Tool
33
3.4.2 Viewing a Skill Group
33
3.4.3 Adding an Agent to a Skill Group
34
3.4.4 Removing an Agent from a Skill Group
34
4 Information Notices
35
4.1 About Information Notices
35
4.2 Viewing Current Information Notices
35
4.3 Advanced Mode Options
36
4.3.1 About Advanced Mode Options
36
4.3.2 Creating an Information Notice
36
4.3.3 Viewing Information Notices
37
4.3.4 Editing an Information Notice
37
4.3.5 Deleting an Information Notice
37
4.3.6 Moving an Information Notice
37
5 Activity Monitor
5.1 About the Activity Monitor
38
38
Table of Contents
vi
5.2 Provisioning Queue Tab
38
5.3 Audit Detail Tab
40
6 System Manager
42
6.1 Introduction
42
6.1.1 About System Manager
42
6.1.2 System Management Tools
42
6.1.3 System Manager User Interface
43
6.1.3.1 Overview
43
6.1.3.2 Folder Tree Panel
43
6.1.3.3 Items Panel
44
6.1.3.4 Details Panel
45
6.1.4 Common Details Panel Tabs
45
6.1.4.1 Details Tab
45
6.1.4.2 Associations Tabs
46
6.1.4.3 Advanced Tab
46
6.1.4.4 History Tab
46
6.1.4.5 Custom Data Tab
47
6.2 Folders
47
6.2.1 About Folders
47
6.2.2 Creating a Folder
48
6.2.3 Renaming a Folder
49
6.2.4 Moving a Folder
49
6.2.5 Deleting a Folder
50
6.2.6 Bulk Uploading Folders
51
6.3 Tenants and Prefix Rules
6.3.1 About Tenants and Prefix Rules
51
51
6.3.1.1 Tenants
51
6.3.1.2 Prefix Rules
51
6.3.2 Creating a Prefix Rule
52
6.3.3 Editing a Prefix Rule
53
6.3.4 Viewing a Prefix Rule
54
Table of Contents
vii
6.3.5 Deleting a Prefix Rule
54
6.3.6 More About Tenants and Prefix Rules
55
6.3.6.1 Prefixes and Multi-tenanted Environments
6.4 Resources
6.4.1 About Resources
55
55
55
6.4.1.1 Resource Types
55
6.4.1.2 System Resources
56
6.4.1.3 Remote Resources
56
6.4.1.4 Resource States
58
6.4.2 Creating a Resource
60
6.4.3 Viewing Resources
61
6.4.4 Selecting Resources
61
6.4.5 Viewing Resource Status
62
6.4.6 Moving Resources
62
6.4.7 Deleting Resources
63
6.4.8 Purging Resources
63
6.4.9 More About Moving Resources
64
6.4.9.1 Moving a Resource to a Different Tenant
64
6.4.9.2 Moving Remote Resources Owned by Remote Tenants
64
6.4.9.3 Moving Resources Using AW tools
65
6.5 Bulk Upload of Resources
65
6.5.1 About Bulk Upload
65
6.5.1.1 The Bulk Upload Tool
65
6.5.1.2 Resources That Can Be Bulk Uploaded
66
6.5.2 Editing CSV files
66
6.5.3 Using the Bulk Upload Tool
66
6.5.3.1 Starting a Bulk Upload
66
6.5.3.2 Bulk Upload Errors
67
6.5.3.3 Reasons for Upload Failure
67
6.5.4 Bulk Upload Data Types
68
6.5.5 Global Bulk Upload Columns
69
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viii
6.5.6 Bulk Upload Person Template
70
6.5.7 Bulk Upload Agent Template
71
6.5.8 Bulk Upload Agent Desktop Template
72
6.5.9 Bulk Upload Agent Team Template
73
6.5.10 Bulk Upload Attributes Template
74
6.5.11 Bulk Upload Call Type Template
75
6.5.12 Bulk Upload Departments Template
75
6.5.13 Bulk Upload Dialed Number Template
76
6.5.14 Bulk Upload Enterprise Skill Group Template
76
6.5.15 Bulk Upload Folders Template
77
6.5.16 Bulk Upload Label Template
77
6.5.17 Bulk Upload Network VRUScripts Template
78
6.5.18 Bulk Upload Precision Queues Template
78
6.5.18.1 Syntax for Precision Queue Steps
79
6.5.19 Bulk Upload Skill Group Template
81
6.5.20 Bulk Upload User Variable Template
82
6.5.21 Bulk Upload Users Template
83
6.6 Item Merge
84
6.6.1 About Merging
84
6.6.2 Merging Items
84
6.6.2.1 Overview
84
6.6.2.2 Master Item
84
6.6.2.3 Items to Merge
85
6.6.2.4 Filter Options
85
6.6.2.5 Merge
85
6.7 System Search Folders
85
6.7.1 About System Search Folders
85
6.7.2 Viewing Search Details
86
6.7.3 Running a Predefined Search
86
6.7.4 Refreshing the Search Results
86
6.7.5 Moving or Deleting Searches
86
Table of Contents
ix
6.7.6 Viewing or Editing Search Results
87
6.7.7 Moving Items in Search Results
87
6.7.8 Deleting Items from Search Results
88
7 System Manager Resource Guide
89
7.1 About Resource Types
89
7.2 Agents
89
7.2.1 About Agents and Supervisor Agents
89
7.2.1.1 Agents
89
7.2.1.2 Supervisor Agents
90
7.2.1.3 Agent Example
90
7.2.2 Creating an Agent
91
7.2.3 Adding an Agent to a Team
92
7.2.4 Editing an Agent
93
7.2.5 Deleting an Agent
93
7.2.6 Bulk Uploading Agents
94
7.2.7 Agent Fields
94
7.3 Agent Desktops
102
7.3.1 About Agent Desktops
102
7.3.2 Creating an Agent Desktop
103
7.3.3 Editing an Agent Desktop
103
7.3.4 Deleting an Agent Desktop
103
7.3.5 Bulk Uploading Agent Desktops
104
7.3.6 Agent Desktop Fields
104
7.4 Agent Teams
109
7.4.1 About Agent Teams
109
7.4.2 Creating an Agent Team
110
7.4.3 Editing an Agent Team
110
7.4.4 Deleting an Agent Team
111
7.4.5 Bulk Uploading Agent Teams
111
7.4.6 Agent Team Fields
111
7.5 Attributes
113
Table of Contents
7.5.1 About Attributes
7.5.1.1 Attribute Examples
113
114
7.5.2 Creating an Attribute
114
7.5.3 Editing an Attribute
115
7.5.4 Deleting an Attribute
115
7.5.5 Bulk Uploading Attributes
116
7.5.6 Attribute Fields
116
7.6 Call Types
7.6.1 About Call Types
118
118
7.6.1.1 Overview
118
7.6.1.2 Call Types and Dialed Number Associations
118
7.6.1.3 Call Types and Routing Scripts
119
7.6.2 Creating a Call Type
119
7.6.3 Deleting a Call Type
120
7.6.4 Bulk Uploading Call Types
120
7.6.5 Call Type Fields
120
7.7 Departments
122
7.7.1 About Departments
122
7.7.2 Creating a Department
123
7.7.3 Editing a Department
123
7.7.4 Deleting a Department
124
7.7.5 Bulk Uploading Departments
124
7.7.6 Department Fields
124
7.8 Device Profiles
125
7.8.1 About Device Profiles
125
7.8.2 Creating a Device Profile
126
7.8.3 Deleting a Device Profile
126
7.8.4 Device Profile Fields
126
7.9 Dialed Numbers
129
7.9.1 About Dialed Numbers
129
7.9.2 Creating a Dialed Number
129
Table of Contents
xi
7.9.3 Deleting a Dialed Number
129
7.9.4 Bulk Uploading Dialed Numbers
130
7.9.5 Dialed Number Fields
130
7.10 Directory Numbers
134
7.10.1 About Directory Numbers
134
7.10.2 Creating a Directory Number
134
7.10.3 Deleting a Directory Number
135
7.10.4 Directory Number Fields
135
7.11 Enterprise Skill Groups
138
7.11.1 About Enterprise Skill Groups
138
7.11.2 Creating an Enterprise Skill Group
139
7.11.3 Deleting an Enterprise Skill Group
139
7.11.4 Bulk Uploading Enterprise Skill Groups
139
7.11.5 Enterprise Skill Group Fields
139
7.12 Expanded Call Variables
141
7.12.1 About Expanded Call Variables
141
7.12.2 Creating an Expanded Call Variable
142
7.12.3 Deleting an Expanded Call Variable
142
7.12.4 Expanded Call Variable Fields
142
7.13 IP Phones
145
7.13.1 About IP Phones
145
7.13.2 Creating an IP Phone
145
7.13.3 Deleting an IP Phone
145
7.13.4 IP Phone Fields
145
7.13.5 More About IP Phones
148
7.13.5.1 Using Unified CCMP with Other Provisioning Systems
148
7.13.5.2 Advanced Information
149
7.14 IVR Apps
149
7.14.1 About IVR Apps
149
7.14.2 Creating an IVR App
149
7.14.3 Editing an IVR App
150
Table of Contents
xii
7.14.4 Deleting an IVR App
150
7.14.5 IVR App Fields
151
7.15 Labels
151
7.15.1 About Labels
151
7.15.2 Creating a Label
151
7.15.3 Deleting a Label
152
7.15.4 Bulk Uploading Labels
152
7.15.5 Label Fields
152
7.16 Media Files
154
7.16.1 About Media Files
154
7.16.2 Creating a Media File
154
7.16.3 Editing a Media File
155
7.16.4 Deleting a Media File
155
7.16.5 Media File Fields
156
7.17 Network VRU Scripts
156
7.17.1 About Network VRU Scripts
156
7.17.1.1 Micro-Applications
157
7.17.1.2 Network VRUScript Configuration
157
7.17.2 Creating a Network VRUScript
158
7.17.3 Associating an Audio File with a Network VRU Script
158
7.17.4 Editing a Network VRUScript
159
7.17.5 Deleting a Network VRUScript
160
7.17.6 Bulk Uploading Network VRUScripts
160
7.17.7 Network VRU Script Fields
160
7.18 Peripherals
164
7.18.1 About Peripherals
164
7.18.2 Editing a Peripheral
165
7.18.3 Peripheral Fields
165
7.19 Persons
166
7.19.1 About Persons
166
7.19.2 Creating a Person
166
Table of Contents
xiii
7.19.3 Changing a Person's Password
167
7.19.4 Deleting a Person
167
7.19.5 Bulk Uploading Persons
167
7.19.6 Person Fields
167
7.20 Precision Queues
174
7.20.1 About Precision Queues
174
7.20.1.1 Precision Queue Steps
174
7.20.1.2 Consider If Conditions
175
7.20.1.3 Expressions
175
7.20.1.4 Attribute Comparisons
175
7.20.2 Creating a Precision Queue
176
7.20.3 Editing a Precision Queue
176
7.20.4 Deleting a Precision Queue
176
7.20.5 Bulk Uploading PrecisionQueues
177
7.20.6 Precision Queue Fields
177
7.21 Services
184
7.21.1 About Services
184
7.21.2 Creating a Service
184
7.21.3 Deleting a Service
185
7.21.4 Service Fields
185
7.22 Skill Groups
188
7.22.1 About Skill Groups
188
7.22.2 Creating a Skill Group
189
7.22.3 Editing a Skill Group
189
7.22.4 Deleting a Skill Group
190
7.22.5 Bulk Uploading Skill Groups
190
7.22.6 Skill Group Fields
190
7.23 User Variables
194
7.23.1 About User Variables
194
7.23.2 Creating a User Variable
194
7.23.3 Deleting a User Variable
194
Table of Contents
xiv
7.23.4 Bulk Uploading User Variables
195
7.23.5 User Variable Fields
195
8 Security Manager
8.1 Security Features
8.1.1 About Security
197
197
197
8.1.1.1 Security and theFolder Structure
197
8.1.1.2 Inheritance and Policy Root Folders
197
8.1.2 About Users and Groups
198
8.1.3 About Default Groups
199
8.1.4 About Permissions
199
8.1.5 About Default Roles
200
8.1.6 About Security Management Tools
200
8.2 Global Roles
201
8.2.1 About The Global Role Manager
201
8.2.2 About Global Roles
201
8.2.3 Managing Global Roles
202
8.2.4 Creating a Global Role
202
8.2.5 Assigning a Global Role
202
8.2.6 Editing a Global Role
203
8.2.7 Deleting a Global Role
203
8.3 Folder Roles
203
8.3.1 About The RoleManager
203
8.3.2 About Folder Roles
203
8.3.3 Managing Folder Roles
204
8.3.4 Creating a Folder Role
204
8.3.5 Assigning a Folder Role
204
8.3.6 Editing a Folder Role
205
8.3.7 Deleting a Folder Role
205
8.4 Users
205
8.4.1 About The UserManager
205
8.4.2 About Users
205
Table of Contents
xv
8.4.3 About ISE Enabled Users
205
8.4.4 Managing Users
206
8.4.5 Creating a User
206
8.4.6 Editing User Details
208
8.4.7 Moving a User
209
8.4.8 Deleting a User
209
8.4.9 Copying a User
209
8.4.10 Viewing User Permissions
210
8.4.11 Changing User Permissions
210
8.4.12 Changing the Groups a User Belongs To
211
8.4.13 Configuring Imported UCCE Users for ISE Integration
211
8.4.14 User Fields
213
8.4.14.1 Fields Available When Creating a User
213
8.4.14.2 Fields Available When Editing a User
216
8.5 Groups
218
8.5.1 About The GroupManager
218
8.5.2 About Groups
218
8.5.3 Managing Groups
219
8.5.4 Creating a Group
219
8.5.5 Editing Group Details
219
8.5.6 Moving a Group
220
8.5.7 Deleting a Group
220
8.5.8 Viewing Group Permissions
221
8.5.9 Changing Group Permissions
221
8.5.10 Changing the Members in a Group
221
8.5.11 Changing the Groups a Group Belongs To
222
8.5.12 Group Fields
223
8.5.12.1 Fields Available When Creating a Group
223
8.5.12.2 Fields Available When Editing a Group
223
8.6 The Security Manager
8.6.1 About the Security Manager
224
224
Table of Contents
xvi
8.6.2 Viewing Folder Roles Assigned to a Folder
225
8.6.3 Assigning Folder Roles to Users and Groups
225
8.6.4 Changing the Inheritance for a Folder
225
8.6.5 Viewing and Editing Folder Roles
226
8.6.6 Editing User Details
226
8.6.7 Editing Group Details
227
9 System Administration Tasks
228
9.1 About Administrator Tasks
228
9.2 Agent and Group Related Tasks
228
9.3 Contact Routing Tasks
229
Glossary
231
Preface
xvii
Preface
Purpose
This document explains how to use the Unified Contact Center Management
Portal (Unified CCMP) to manage settings, services, security and your system
using the Web Portal tool.
Audience
This document is intended for all users of Unified CCMP, from high-level
administrators to team supervisors. The reader needs no technical understanding
beyond a basic knowledge of how to use computers.
Organization
The sections of this guide are as follows:
Chapter1 GettingStarted
Provides basic information on the Unified CCMP
environment and how to use the context-sensitive
online help.
Chapter2 Settings
Describes how users can change their settings, or
the settings of others, such as email address, timezone, or security privileges.
Chapter3 Service Manager
Explains how supervisor users can use Unified
CCMP for management of agents, teams, and skill
groups.
Chapter4 Information Notices
Explains how to view and edit information notices.
Chapter5 System Manager
Describes the folder structure of Unified CCMP and
explains how to set up and maintain agents,
contacts, equipment, and other resources using
Unified CCMP.
Preface
xviii
Chapter6 SystemManagerResource
Guide
Provides detailed information about each
provisionable resource type.
Chapter7 Security Manager
Explains how to set up security settings for
individual users by means of roles and tasks, and
how users with the same permissions can be added
to groups to simplify management.
Chapter8 SystemAdministrationTasks
Explains the mainUnified CCMP administrative
tasks.
Related Documentation
Documentation for Cisco Unified ICM/Contact Center Enterprise & Hosted, as
well as related documentation, is accessible from Cisco.com at:
http://www.cisco.com/cisco/web/psa/default.html.
Related documentation includes the documentation sets for Cisco CTI Object
Server (CTIOS), Cisco Agent Desktop (CAD), Cisco Agent Desktop Browser Edition (CAD-BE), Cisco Unified Contact Center Management
Portal, Cisco Unified Customer Voice Portal (CVP),Cisco Unified IP IVR,
Cisco Unified Intelligence Center, and Cisco Support Tools.
For documentation for these Cisco Unified Contact Center products, go to
http://www.cisco.com/cisco/web/psa/default.html, click Voice and Unified
Communications, then click Customer Collaboration, then click Cisco
Unified Contact Center Products or Cisco Unified Voice Self-Service
Products, then click the product/option you are interested in.
For troubleshooting tips for these Cisco Unified Contact Center products, go
to http://docwiki.cisco.com/wiki/Category:Troubleshooting, then click the
product/option you are interested in.
Documentation for Cisco Unified Communications Manager is accessible
from: http://www.cisco.com/cisco/web/psa/default.html.
Technical Support documentation and tools are accessible from:
http://www.cisco.com/en/US/support/index.html.
The Product Alert tool is accessible from (sign in required):
http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice.
For information on the Cisco software support methodology, refer to
Software Release and Support Methodology: ICM/IPCC available at (sign in
required):
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_
bulletins_list.html.
Preface
xix
For a detailed list of language localizations, refer to the Cisco Unified
ICM/Contact Center Product and System Localization Matrix available at the
bottom of the following page:
http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_
reference_list.html.
Document Conventions
This document uses the following conventions:
Convention Description
boldface font Boldface font is used to indicate commands, such as entries, keys, buttons,
folders and submenu names. For example:
Choose Edit > Find
Click Finish
italic font
Italic font is used to indicate the following:
To introduce a new term; for example:
A skill group is a collection of agents who share similar skills
For emphasis; for example:
Do not use the numerical naming convention
A syntax value that the user must replace; for example:
IF (condition, true-value, false-value)
A title of a publication; for example:
Refer to the Cisco CRS Installation Guide
window font
Window font, such as Courier, is used for the following:
Text as it appears in code or that the window displays; for example:
<html><title>Cisco Systems, Inc. </title></html>
< >
Angle brackets are used to indicate the following:
For arguments where the context does not allow italic, such as ASCII
output
A character string that the user enters but that does not appear on the
window, such as a password
Obtaining Documentation, Obtaining Support and Security
Guidelines
For information on obtaining documentation, obtaining support, security guidelines,
and also recommended aliases and general Cisco documents, see the monthly
Whats New in Cisco Product Documentation, which also lists all new and revised
Cisco technical documentation, at:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html
Preface
xx
Documentation Feedback
You can provide comments about this document by sending an email message to
the following address: [email protected]
We appreciate your comments.
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1 Getting Started
Getting Started
1.1
The Basics
1.1.1
About Unified Contact Center Management Portal
Unified Contact Center Management Portal (Unified CCMP) is a browser-based
management application designed for use by contact center and system
administrators, business users, and supervisors. It is a dense, multi-tenanted
provisioning platform that overlays the contact center equipment. The contact
center equipment is viewed as consisting of configuration items, generally known
as resources, such as agents or skill groups, and events logged when the resources
are used by the equipment, such as call record statistics.
Unified CCMP partitions the resources in the equipment using a familiar folder
paradigm. These folders are then secured using a sophisticated security structure
that allows administrators to specify which users can perform which actions
within the specified folders. Unified CCMP supplies a number of tools that
operate on the configuration and statistics data and allow users to monitor and
modify both the contact center and Unified CCMP itself. The tools are all
inherently multi-tenanted and those currently supported are:
the Information Notices tool provides a "Message of the Day" functionality
the Service Manager tool enables the dynamic modification of Agent Teams
and Skill Groups
the System Manager tool enables users to create and modify resources such
as agents or call types, and organize them into a hierarchical folder structure
the Security tool enables administrators to set up and manage security
permissions.
Unified CCMP focuses on supplying multi-tenancy functionality, playing to the
business plans of hosts and large enterprises by enabling distributed or disparate
contact center equipment to be partitioned.
1 Getting Started
Unified CCMP abstracts and virtualizes the underlying contact center
equipment, thereby allowing centralized deployment and decentralized
control which in turn gives economies of scale while supporting multi-level
user command and control.
Unified CCMP allows the powerful and flexible native provisioning
operations to be abstracted into simple, high level tasks that enable business
users to rapidly add and maintain contact center services across the
virtualized enterprise (or portion thereof).
Unified CCMP users can only see the resources in the platform that they are
entitled to see, thereby giving true multi-tenancy.
Unified CCMP users can only manipulate resources visible to them, by using
the tools and features they are authorized to use, thereby giving role-based
task control.
Unified CCMP maintains a complete data model of the contact center equipment
to which it is connected which is periodically synchronized with the equipment. In
addition to the configuration information such as agent and skill-groups, Unified
CCMP records the events logged by the equipment, such as call records, to
provide management information.
1.1.2
About DifferentKinds of User
1.1.2.1
Kinds of Unified CCMP User
There are a number of different kinds of Unified CCMP user:
A host administrator is responsible for the whole platform and therefore
has a view across all the equipment, tenants and their resources.
A tenant administrator is responsible for the administration of the slice of
the system assigned to them by the host administrator. This will usually be
the part of the system that belongs to a single tenant.
A tenant user has access only to the resources and tools assigned to them
by the tenant administrator. Several sub-classes of tenant user may be
created by the tenant administrator using user groups and roles to achieve
their business requirements. For example one class of user may be able to
add information notices.
A basic user has limited access to the system to manage one or more agent
teams.
When Unified CCMP is first installed, the host administrator configures up the
platform and creates the tenant administrators. Each tenant administrator
configures the tenant area and creates the tenant users.
1 Getting Started
1.1.2.2
Host Administrator
A host administrator is responsible for:
Ensuring that the tenant equipment (peripherals) are correctly located in the
tenant or Shared folders.
Creating an administrator user for each tenant.
Adding them to the tenant administrators group and assigning any specific
roles.
1.1.2.3
Tenant Administrator
A tenant administrator is created by the host administrator and is responsible for:
Creating a resource folder structure that maps onto the tenant's business.
Moving the tenant's resources into the relevant subfolders.
Creating security groups which provide the required role based access to the
subfolders.
Creating the required number of users and assigning them to the security
group(s) relevant to the role of the user.
1.1.2.4
Tenant User
A tenant user is created by the tenant administrator. Tenant users can select the
following tools from the home page, depending on the privileges they have been
assigned:
Information Notices: view or manage information notices
Security Manager: manage users and security groups.
System Manager: manage resources (sometimes referred to as dimensions).
Service Manager: view and manage teams and agent reskilling.
1.1.2.5
Basic User
A basic user can be created by the tenant administrator or by a tenant user with
sufficient privileges. Basic users have a restricted user interface that allows them
to perform functions related to day-to-day team management only.
1.1.3
About Basic and Advanced Mode
Unified CCMP provides two user modes, basic mode and advanced mode.
Basic Mode provides a simplified interface that allows supervisors to
manage their teams.Basic mode users can perform a limited set of agent
management functions, access information notices, and modify their own
1 Getting Started
user settings. There is no access to advanced functions like system or
security management. Only options for which users have permission will be
displayed.
Advanced Mode provides a more comprehensive interface with additional
functionality. Depending on their security permissions, users may be able to:
manage resources (Agent Teams and Skill Groups)
manage security
manage folders
manage information notices
Advanced mode users can also switch between basic and advanced modes.
1.2
Accessing The Web Application
1.2.1
Supported Browsers
The Unified CCMP web application supports the following browsers:
Internet Explorer version 7 or later
Google Chrome version 25 or later
Mozilla Firefox version 18 or later.
1.2.2
Disabling Pop-up Blockers
The Unified CCMP web application may be affected by browser or third-party
pop-up blocking utilities. If you have trouble viewing the Unified CCMP web
application, you may need to disable pop-up blocking, or enable pop-ups for
Unified CCMP only.
To disable pop-up blocking (in other words, to enable pop-ups):
In Internet Explorer, click Tools > Internet Options.
Select the Privacy tab.
At the bottom of the window, make sure the Block pop-ups is cleared.
Click OK.
To enable pop-ups for Unified CCMP only, use Unified CCMP normally until a
message displays at the top of the browser window telling you a pop-up has been
blocked. Click on this and choose to permanently allow pop-ups from Unified
CCMP, while remaining protected against pop-ups from other sites.
1 Getting Started
1.2.3
Changing Your Language
For new users, Unified CCMP recognizes supported languages from Internet
Explorer.
To change your language preferences in your web browser before you first login
follow these steps:
1.
Click Tools > Internet Options.
2.
Click Languages.
3.
Click Add to add a language to your list.
4.
Use the Move Up and Move Down buttons to change a languages priority.
For example, if you understand both English and French but prefer to read
web pages in French, your list would contain both English and French (frFR), with French at the top.
To change the language settings for a user that has already accessed the system,
go to the Settings section of the interface using the link available in the header.
From there the user culture can be selected from the list of supported languages.
1.2.4
Logging In to Unified CCMP
To login to the system:
1.
Open your web browser and in the browser's address field, enter the address
of the server that is running Unified CCMP. This will be in the format:
http://<Unified CCMP server>/portal
For example: http://webserver1/portal.
2.
The security access page containing the login message is displayed.
Tip
If you do not see the login message, then your system has probably been set up to
use single sign on (see section 1.2.5 "Logging In Using Single Sign On").
3.
Click Agree.
4.
The Login page displays.
5.
Enter your username and password and click Login. If the login is
successful, your home page displays.
Notes
The password field is case sensitive. If your password is 'password1' and
you type 'PASSWORD1' your login will fail. If you have difficulty logging
in, make sure that you have not accidentally pressed the Caps Lock key.
1 Getting Started
By default, you have a maximum of three attempts to log into the system. If,
after three attempts, you have not logged in correctly, your user account may
be locked. If this happens, contact the administrator responsible for reenabling it.
If the web page is already open when you want to login, click Logout. The
system displays the normal login window.
Default Host Administrator User
Before the system is used for the first time, the User Name for the host
administrator is automatically set to administrator, with a blank password. A new
password must be set immediately after login.
First Time Users
The first time you access Unified CCMP you may be prompted to accept a
security certificate. Accept this security certificate then proceed.
After you have logged in for the first time, you may have to change your password
immediately. If prompted to change your password you must do so, otherwise
further access will be denied.
Automatic Logout
You will be automatically logged out if:
you close your web browser window
you have not performed any action on the system for twenty minutes.
1.2.5
Logging In Using Single Sign On
The administrator may have set up Unified CCMP so that it recognizes the
Windows users who are able to access it. In this case, as long as you are logged
into Windows as yourself, you should not need to log in to Unified CCMP at all.
The first time you access Unified CCMP using Single Sign On (SSO) a dialog box
may pop up, requesting your Windows username and password. To sign in
automatically in future, you need to add the Unified CCMP website to your
browser's list of local intranet sites.
To do this in Internet Explorer:
1.
Click Tools > Internet Options, and select the Security tab.
2.
Select the Local intranet zone and click the Sites button.
3.
Click Advanced to add the Unified CCMP site to Internet Explorer's list of
local intranet sites.
4.
Enter the URL of the Unified CCMP website in Add this website to the
zone, and click Add.
1 Getting Started
5.
1.2.6
Click OK when prompted until you are returned to the browser window.
Using Online Help
To open the online help, click Help in the top right hand corner of the screen.The
online help opens in a separate window of your web browser.
The online help has the following sections:
the toolbar which runs across the top. You can use the toolbar to move
between topics, print topics, add a topic to your favorite topics and enter
search text. Hover over a toolbar icon to see what it does (you may need to
click on the toolbar first).
the right hand pane which contains the help text
the left hand pane which contains tabs for search and navigation. Click on a
tab to open it in the left hand pane. The tabs are:
Contents to see and select the available help topics
Search to search for a help topics that include a specific word or
phrase
Glossary to see definitions of terms used by Unified CCMP
When you first click Help, you will see help about your current task. There are
several ways see other help topics.
You can use the Contents or Search tabs in the left hand pane to choose
another topic.
You can use the Back and Forward icons on the toolbar to move backwards
and forwards between the topics you have just displayed.
You can use the Previous Topic and Next Topic icons on the toolbar to
move backwards and forwards between the topics in the contents.
1.2.7
Logging Out
To log out of Unified CCMP, click Logout in the top menu. After logging out,
close your browser session to ensure that no other user can interfere with your
account. Alternatively, closing the web browser window logs you out of Unified
CCMP automatically.
1.2.8
About the Home Page
1.2.8.1
Overview
After you have logged in, your personalized home page displays. Your home page
is the launch pad for accessing the rest of the system.
1 Getting Started
If you are a basic mode user, you will see your team management page.
If you are an advanced mode user, you will see the Tools page.
1.2.8.2
The Top Menu
The menu across the top of the screen displays further functions, which may vary
depending upon the system functions you are using and the permissions granted to
you:
Home. Click to return to your home page.
Tools. Click to display a tiled view of all the tools available to you. Click on
a tool to open that tool.
Help. Click to display the online help. It contains everything you need to
understand and use the system features. For more information see section
1.2.6 "Using Online Help".
Settings. Click to change user or system settings. For more information see
section 2.1 "About Unified CCMP Settings".
Logout. Click to end your session. For more information see section 1.2.7
"Logging Out".
Other options may have been provided by your system administrator.
1.2.8.3
Basic Mode Options
After logging in as a basic mode user, your team management page displays. You
can return to this page at any time by clicking Home on the top menu.
The following functions are available on your home page:
Agent Teams: allows you to manage your agent teams.
Re-Skilling: allows you to manage your skill groups.
You can also select Tools from the top menu at any time to access any of these
tools.
1.2.8.4
Advanced Mode Options
Advanced mode provides access to system management functions.
To switch between basic mode and advanced mode, click Settings > User
Settings. Select the Advanced Mode check box then click Save and Back.
1 Getting Started
After logging in as an advanced mode user, your home page displays. Your home
page shows the tools available to you. You can return to your home page at any
time by clicking Home on the top menu.
The following tools may be available (depending on your security permissions):
Information Notices enables you to create and manage online notices; a
messaging feature which informs and updates system users with important
information.
Security enables you to manage security by creating and managing users and
groups, their roles, which define the tasks they can perform and the customer
data and system functions they can access.
Service Manager enables you to view and manage individual Agent Teams
and Skill Groups.
System Manager enables you to provision and manage the entire system.
You can also select Tools from the top menu at any time to access any of these
tools directly.
Note
If you think you should have access to some of these tools but cannot see them,
contact your system administrator.
1.2.9
About the Folder Tree
1.2.9.1
Overview
Note
The folder tree is only available to advanced mode users. Basic mode users have
a simplified interface that just shows a list of the resources that are available to
them.
The Unified CCMP folder tree defines the hierarchical structure of tenants and
resources in the system. It is used by many of the tools available in advanced
mode. The folder tree allows users to move around the hierarchy, to view
resources, and modify items, depending on the user permissions applied to the
folder in the hierarchy.
Users with suitable privileges can:
use System Manager to modify the structure and contents of the folder tree
(seesection 6.1.1 "About System Manager")
use Security Manager to apply security settings to control access to sections
of the folder tree (seesection 8.6.1 "About the Security Manager").
1 Getting Started
10
Information Notices also uses the folder tree to display the hierarchy and to view
and modify items in it.
The following sections describe the general features of the folder tree. Unless
otherwise stated, the features are available everywhere the folder tree appears.
Note
Most users cannot access everything in the folder tree. A user can only see and
modify the folders and items allowed by their user permissions.
Usually, only host administrator users can see and modify the whole folder tree.
Tenant administrator users can typically see and modify the items that belong to
their tenant. Other users are likely to have greater restrictions.
1.2.9.2
Contents and Organization
The top of the folder tree is a root folder. This usually corresponds to the service
provider. Beneath the root folder are the customers, their resources and the users
who can access them.
The following types of folder can occur below the root folder:
Search folders. These folders contain a number of predefined searches and
are only visible to users with appropriate permissions. For more information,
seesection 6.7.1 "About System Search Folders".
System folders. These folders can only occur immediately below the root
folder:
Shared system folder. This is a single system folder that contains
resources that may be shared across all tenants. This folder can only be
accessed by the Host Administrator.
Unallocated system folder. This is a single system folder that contains
all the resources that are not allocated to a specific tenant or shared
across all tenants. By default, this folder can only be accessed by the
Host Administrator.
Tenant folders. These folders can only occur immediately below the root
folder. Each tenant has one top-level folder. The folder contains all the
resources that belong to that tenant. Tenant folders are usually created by the
Host Administrator when the system is first configured.
Resource folders (or resource filters), containing resources of a single
type. They provide quick access to all resources of that type in a folder.
1 Getting Started
11
Some resource types can exist at a system level or below a tenant, but some
resource types can only be associated with a tenant.For more information
see section 6.4.1 "About Resources").
Other folders, which may in turn contain any of the folder types in this
section except system folders and tenant folders. These may occur anywhere
in the hierarchy.
Note
Search folders and resource folders are only shown in the folder tree in the
System Manager tool. They are not shown in the other tools.
1.2.9.3
Folder Order
At each node in the folder tree, folders are ordered as follows:
Search folders, in alphabetical order (System Manager only).
System folders, in alphabetical order.
Tenant folders, in alphabetical order.
Other non-resource folders, in alphabetical order.
Resource folders, in alphabetical order (System Manager only).
1.2.9.4
Expanding and Collapsing the Folder Tree
Nodes in the folder tree can be expanded and collapsed using the + (plus) and (minus) icons displayed next to a folder. Any folder with the + icon displayed next
to it is a parent folder that contains subfolders or child folders. Click on the + icon
to expand the tree at that point and display the child folders. Similarly, click the icon to collapse the tree at that node and hide the child folders.
1.2.9.5
Showing Child Folders
To improve performance, if there are many child folders below a parent folder, not
all of them are shown when the parent folder is expanded. The number that are
shown is user configurable (Settings > User Settings > Folder Paging Size, see
section 2.2.1 "Changing Your User Settings").
If a node contains more items than the folder paging size:
If there are more items above the first item shown in an expanded folder, the
Page Up icon is shown at the top of the contents of the expanded node. Click
on Page Up to scroll one page further up the items.
1 Getting Started
12
If there are more items below the last item shown in an expanded folder, the
Page Down icon is shown at the top of the contents of the expanded node.
Click on Page Down to scroll one page further down the items.
Each time the user clicks Page Down or Page Up, the items below the unexpanded
node scroll down or up by the folder paging size.
Figure 1.1
Expanded Folder with More Items Below the Items
Displayed
1 Getting Started
13
Figure 1.2
Expanded Folder with More Items Above and Below the
Items Displayed
Figure 1.3
Expanded Folder with More Items Above the Items
Displayed
1 Getting Started
1.2.9.6
14
Selecting a Single Folder
When you select a single folder in the folder tree, it is shown in dark blue
highlight. What happens next depends on the tool you are using and the type of
folder you have selected.
When you select a single folder in most tools, you will see a list of items in
that folder with check boxes. Clicking the check box to select an item will
allow you to perform a range of actions on that item, for example, editing it,
moving it or deleting it.
When you select a single folder in System Manager, you will see a summary
list of the different item types and the number of each item type in that
folder. Clicking an item type will display the list of items of that type in the
folder (for more information see section 6.1.3.3 "Items Panel").
1.2.9.7
Selecting Multiple Folders
You can select multiple folders in the folder tree in one of the two ways:
select several individual folders by selecting each folder with CRTL +
Click
select a range of consecutive folders by selecting the first one in the range
using Click as usual, and the last one in the range using SHIFT + Click.
Note
Even though you have selected multiple folders, some folder tree commands (for
example, Delete, Create) will only apply to the first folder in a multiple selection.
The main use for multiple selections is when using drag and drop to move folders
(see section 1.2.9.10 "Drag and Drop Operations").
1.2.9.8
Making Provisional Selections
You can make a provisional selection by hovering over another folder in the tree
with the mouse, or by using the arrow keys on the keyboard to move from the
currently selected folder to another folder in the tree.
If there is a provisionally selected folder, it is shown in lighter blue.
The provisional folder does not become the selected folder until it is explicitly
selected, either by clicking on it with the mouse (left or right click) or by pressing
the SPACEBAR. To improve performance, the rest of the user display is not
updated until the provisional folder is selected as the current folder.
1 Getting Started
15
Figure 1.4
1.2.9.9
Selected and Provisionally Selected Folders in the
Folder Tree
Shortcut Menus
You can right click on most folders in the folder tree to get a shortcut menu. The
options shown on the shortcut menu depend on the type of folder you choose. The
following options may be shown:
Create Folder: Create new folder below the selected folder, if you have
sufficient permissions. The folder is created with a default name of New N,
a blank description, and inherits the permissions of the parent folder. You
cannot insert a folder below the search folder or any of the predefined
searches, or below a resource folder.
Delete Folder: Delete the selected folder, if you have the permission to
delete that folder. You will be asked to confirm the deletion. You cannot
delete the root folder, the search folder, any of the predefined searches, the
shared folder, the unallocated folder, or a resource folder.
Rename Folder: Make the folder name available for editing. Any text you
enter will overwrite the existing folder name. You cannot rename the root
folder the search folder, any of the predefined searches, the shared folder,
the unallocated folder, or a resource folder.
Refresh: Refresh the folder tree at the selected node to show the latest
information. If there is an associated Items panel display, that is refreshed
too.
1 Getting Started
16
Note
If there is no shortcut menu available for an item in the folder tree, right click
does the same thing as left click. In particular, right clicking on Page Up scrolls
up one page and right clicking on Page Down scrolls down one page.
1.2.9.10
Drag and Drop Operations
You can select one or more folders in the folder tree and move them to another
location in the tree using your mouse to drag and drop the selected items to a new
location.
While you are dragging the folders, if it is valid to drop them at the current
location, you will see a green tick beside the folders you are dragging. If you
cannot drop the folders at the current location, you will see a red cross beside the
folders you are dragging.
While you are dragging the folders, if you pause with your mouse over a folder
that is currently collapsed, it will expand so you can see the subfolders.
When the move operation starts, you will see a message saying the items in the
folder are being moved. You will see another message confirming that the move
has completed. Click OK when you see the confirmation message.
Note
When you use drag and drop to move folders and the items they contain, the usual
rules for moving items of that type apply. For example, if you move some
resources from one tenant to another, existing relationships may be broken, or
existing resources deleted and new ones recreated. See section 6.4.8 "Purging
Resources" for more details.
1.2.9.11
Keyboard Shortcuts
You can use the following keyboard shortcuts in the folder tree:
INS: insert a new folder below the currently selected folder (if the operation
is supported and you have the permission to create a folder there). The folder
is created with a default name of New N, a blank description, and which
inherits the permissions of the parent folder. You cannot insert a folder
below the search folder or any of the predefined searches, or below a
resource folder.
1 Getting Started
17
DEL: display a warning message asking if you want to delete the currently
selected folder (if the operation is supported and you have the permission to
delete that folder). You cannot delete the root folder, the search folder, any
of the predefined searches, the shared folder, the unallocated folder or a
resource folder.
LEFT ARROW: if the provisional selection is on an expanded node of the
folder tree, collapse the node, otherwise move the provisional selection one
position up the folder tree.
DOWN ARROW: move the provisional selection one position down the
folder tree.
UP ARROW: move the provisional selection one position up the folder tree.
RIGHT ARROW: if the provisional selection is on a collapsed node of the
folder tree, expand the node. If not, move the provisional selection one
position down the folder tree.
SPACEBAR: if the provisional selection is different from the current
selection, make the provisional selection into the current selection. But if the
provisional selection is on the Page Up or Page Down command, action the
command.
F2: make the currently selected item available to be renamed.
2 Settings
18
Settings
2.1
About Unified CCMP Settings
The Settings page allows you to customize several areas of Unified CCMP
operation.
User Settings enables users to change their time zone, culture, name,
description and various display parameters. Advanced users can also change
their home page settings.
Change Password enables users to change their password.
System Settings enable users with host administrator permissions to set
system options such as the login message.
Security Settings enables users with host administrator permissions to set
system security options such as password requirements or the default
security groups created in each policy root.
Provisioning Settings enables users with host administrator permissions to
set resource management options such as whether agent states can be traced.
About enables you to see the version of Unified CCMP that is being used.
2.2
User Settings
2.2.1
Changing Your User Settings
Click Settings to display the Settings page. Select User Settings from the left
menu panel. The Update settings for this user page displays.
Timezone: local time region. Select a zone from the drop-down list.
Report Timezone: the timezone used by reports. This setting is not used by
Unified CCMP.
Culture: local language. Select from the drop-down list.
2 Settings
19
First Name and Last Name: your preferred names identifying you in
Unified CCMP.
Email Address: email address to which Unified CCMP may send any
emails if necessary.
Description: a suitable description of yourself (such as job title or
departmental role).
Data Paging Size: dictates the number of selected items to be displayed per
page, for example, in the central Items panel of the System Manager.
Numbers above 20 are not recommended.
Folder Paging Size: specifies the number of folders to be displayed at one
time in an expanded node of the folder tree. Low numbers reduce the time
taken to generate and display the folder tree.
Show Default Parameter Set: displays available parameter sets of the
correct type when the user is viewing a report. This setting is not used by
Unified CCMP.
Additional Fields for Advanced Mode Users
Users who are able to use advanced mode can access further options.
Advanced Mode: Select to use the advanced mode user interface, clear to
use the basic mode user interface. In advanced mode your home page is the
Tools page, whereas in basic mode, your home page will show your team
management page.
User Home Folder: the folder you work in by default. This must be a folder
on which you have security permissions.
Show Deleted Resources: select this check box to view all deleted items
you have permission to see, or clear it to view only active and pending items.
Select or overwrite the required fields and click Save to save your settings.
2.3
Passwords
2.3.1
About Passwords
You need to change/set your password when:
You log in to Unified CCMP for the first time.
Your password has expired.
Others know your password.
2 Settings
20
Note
If you use single sign on to log into Unified CCMP (see section 1.2.5 "Logging In
Using Single Sign On") then you will not be able to change your password from
within Unified CCMP.
2.3.2
Changing Your Password
Tip
Create a secure password by choosing a memorable phrase. For example, choose
your favorite proverb or line of a poem, selecting the first letters of each word in
the phrase. Turn some of those letters into numbers. For example, the proverb 'a
chain is no stronger than its weakest link', can be shortened to 'acinstiwl', which
you can then turn into a password 'AC1nst1WL' which is easy to remember, but
difficult for a hacker to crack.
Note
Your password cannot be the same as your login name, and must meet any
password restrictions specified by the system administrator inSettings
>SecuritySettings.
To change your password:
1.
Click Settings, and then click Change Password on the left menu-panel.
The Change your password settings page is displayed.
2.
Enter your old password.
3.
Enter a new password.
4.
Re-enter your new password in the Confirm Password field.
5.
Click Save and then Back.
2.4
System Settings
2.4.1
About System Settings
The SystemSettings allow a user with sufficient privileges to:
change the message that is displayed at system login
add additional customized links to the commands available on the top Unified
CCMP menu.
2 Settings
2.4.2
21
Changing the System Settings
Only users with sufficient permissions can access and manage system settings.
To display the Settings page click the Settings link and select System Settings
from the left menu panel.
Product Name field displays the name of the application.
Set for Language allows you to modify the messages displayed for users of
specific languages. Selecting the value (Default Entry) allows you to edit
the messages displayed to users accessing the application using an
unconfigured language.
Login Message allows you to set the message displayed to a user before the
user logs into the system (this is known as the splash screen). By default a
WYSIWYG editor is used, but by clicking on the <> button you can choose
to work in plain text or insert your own HTML tags instead. Click the <>
button again to return to the WYSIWYG editor. You can remove the splash
screen entirely by setting a blank message.
Login Message, Message Agreement Link field contains the text to display
on the button that the user must click to proceed from the login message to
the login page. This text should be no longer than 40 characters.
Post Login Message allows you to set the message displayed to a user after
the user has logged into the system. Again, you can set a blank message to
remove this screen entirely.
Post LoginMessage, Message Agreement Link field contains the text to
display on the button that the user must click to proceed from the post login
message to the application. This text should be no longer than 40 characters.
Notes
Ideally, the login and post login messages should not exceed six lines (about
500 characters) in the default 8 point font or three lines in 14 point font.
The login and post login messages have a maximum limit of 2000 characters.
This includes the HTML tags embedded in the plain text.
To use the WYSIWYG editor to format the login message or post login
message, you must highlight the text to be formatted and use the appropriate
editor function.
2 Settings
22
When the system is first installed, the login message is set to a default
message. This is pre-translated for the following language and culture
settings: Chinese (People's Republic of China), Chinese (Taiwan), Danish
(Denmark), Dutch (Netherlands), French (Canada), French (France),
German (Germany), Italian (Italy), Japanese (Japan), Korean (Korea),
Portuguese (Brazil), Russian (Russia), Spanish (Spain) and Swedish
(Sweden). For all other language and culture settings, the default login
message is in English, although you may change it if you wish.
When the system is first installed, the post login message is not set.
2.4.3
About the Top Menu
The top menu is displayed at the top right of every screen. Users with sufficient
permissions can customize the top menu to include their own links.
Note
Changes to the top menu are system-wide and will be applied to all tenants.
2.4.4
Adding a Link to the Top Menu
To add a new custom link to the top menu:
1.
In the System Settings screen, click the Customize Top Menu button to
open the Customize Top Menu page.
2.
In the Create a new menu item section:
Name Enter the text to be shown in the top menu
Link Enter the URL to link to. You can check that this is valid by
clicking the Check Link (
) icon to the right of the link.
3.
2.4.5
Click Add.
Editing a Link on the Top Menu
To edit an existing custom link on the top menu:
1.
Click Customize Top Menu option in the toolbar to open the Customize Top
Menu page.
2.
Existing links are shown in the Existing editable menu-items list. Point to one
of these to bring up the Edit icon (
item.
3.
Click Edit.
4.
Change the link details as desired.
) and the Delete (
) icon for that
2 Settings
23
5.
Click the OK icon ( ) to save your changes, or the Cancel icon (
exit without saving your changes.
) to
Note
The custom link is not changed until you select Back and return to the System
Settings page.
2.4.6
Deleting a Link from the Top Menu
To delete an existing custom link from the top menu:
1.
Click Customize Top Menu option in the toolbar to open the Customize Top
Menu page.
2.
Existing links are shown in the Existing editable menu-items list. Point to one
of these to bring up the Edit icon (
item.
) and the Delete (
) icon for that
3.
Click Delete, and then OK at the confirmation dialog.
4.
Click Back to return to the System Settings page. The custom link will be
removed.
Note
The custom link is not removed until you select Back and return to the System
Settings page.
2.5
Security Settings
2.5.1
About Security Settings
Security settings cover all aspects of system security, from password restrictions
to security groups. Typically, only a user with host administrator permissions has
the right to access and manage security settings.
2.5.2
Changing the Security Settings
To change the systems security settings, click the Settings link. Then click
Security Settings. The following security settings are available:
New Folder Inheritance Default. If checked, then, when creating new
folders, the Inherit Permissions check box is checked by default.
Password Format. The required format for the password entered by a user.
The options are:
2 Settings
24
Custom. A custom string defined by a regular expression. This is for
system administrators only, and requires a knowledge of regular
expressions.
Low Security. Any string of any length.
Medium Security. Any string between the minimum and maximum
password length.
Medium/High Security. Any string between the minimum and
maximum password length, containing at least one lowercase value,
one uppercase value and one numeric value.
High Security. Any string between the minimum and maximum
password length, containing at least one lowercase value, one
uppercase value and one numeric value, and at least one of the
following special characters: @ # $% ^ & + = !
Note
Not all the settings below apply to all password formats, but where a setting is
available for a password format, it is independent of the password format. For
example, you may specify that the password follows the MediumSecurity format,
and that the minimum password length is 6 (instead of the default value of 8). If
you later change the password format to High Security, the previously-set
minimum password length of 6 will still apply to the new password format, unless
you change it again.
Password Expression. A regular expression defining the required password
format. Only shown when the selected Password Format is Custom.
Minimum Password Length. The lowest number of characters the system
will accept as valid for a password. Only shown when the selected Password
Format is one of Medium Security, Medium/High Security or High Security.
Maximum Password Length. The highest number of characters the system
will accept as valid for a password. Only shown when the selected Password
Format is one of Medium Security, Medium/High Security or High Security.
Minimum Password Age (days). The number of days a user must wait
between password changes.
Password Expiry (days). The number of days before the user is asked to
change their password.
Number of previous passwords to check. The number of previous
passwords the user cannot reuse when choosing a new password.
Login attempts before lockout. The number of times the user can enter the
wrong password before being locked out of the system.
2 Settings
25
User Folder Default Role. The default folder role that a new user is given
on the user folder when the Create a New Folder for This User option is
selected during user creation. This is a drop-down containing a list of the
folder roles available in the system (for more information see section 8.3.1
"About The RoleManager"). Note that you will still need to give the user the
correct global roles so that they can actually use these permissions (for more
information see section 8.2.1 "About The Global Role Manager").
User Folder Suffix. (Optional) The suffix which, when added to a user's
name, becomes the name of the personal folder created when the Create a
new folder for this user option is checked during user creation. This is
disabled when using single sign on.
Groups to create when removing inheritance. The groups that are
automatically created when a folder becomes a policy root, and the
permissions that they are assigned within that folder and its child folders.
You can select a group and assign it a custom role, or clear the group, so that
is not created automatically when a policy root folder is created. If you clear
the check box for all groups, no groups will be created automatically.
Seesection 8.1.1.2 "Inheritance and Policy Root Folders" for more
information on policy roots.
Note
It is not currently possible to change the global roles that groups are assigned by
default. The Basic User and Supervisor User groups will therefore always have
the permissions of the Basic global role, and the Advanced User group will have
the permissions of the Advanced global role.
2.6
Provisioning Settings
2.6.1
Changing the Provisioning Settings
Typically, only a user with host administrator permissions has the right to access
and manage provisioning settings.
To change the settings for provisioning on your system, click the Settings link.
Then click Provisioning Settings. The following provisioning settings are
available:
The Agent State Trace Enabled check box determines whether or not the
State Trace check box on the Agent Details page can be selected. When the
State Trace check box for an agent is selected, Unified CCE will capture
details of every state transition made by the agent.
2 Settings
26
An individual agents state will only be traced if the State Trace option is
selected. To view the status of this feature click Agent > Select an Agent >
Advanced tab.
Note
Agent State Trace must be limited due to the additional load it places on Unified
CCE. Please see the Cisco Unified Contact Center Enterprise Solution Reference
Network Design Guide (SRND) for details.
2.7
Viewing the Unified CCMP Version
The About This Installation page describes the version of Unified CCMP that is
installed on your system.
To view the version of Unified CCMP installed on your system, click the Settings
link. Then click About.
3 Service Manager
27
Service Manager
3.1
About Service Manager
The Service Manager provides advanced mode users with the ability to quickly
and directly manage the service that is provided by the contact center, using tools
that are also available directly to basic mode users. The Service Manager provides
the following tools:
Agent Teams, to manage agents
Re-Skilling, to manage skill groups and agent reskilling.
3.2
Configuring Access to the Service Management Tools
To manage agents using the Agent Teams tool or the Re-Skilling tool, the Unified
CCMP user must be associated with a related Unified CCE Person resource. This
Unified CCE Person must be associated with the supervisor agent for the agent
team that contains the agents to be managed.
The Agent Teams tool and the Re-Skilling tool rely on agent teams and their
associated supervisors being configured correctly in Unified CCMP. Once the
agent team and the associated supervisor agent exist then you can create a Unified
CCMP user that can use these tools. To create the user:
1.
Sign in to Unified CCMP using an Administrator account.
2.
Open System Manager and go to the folder containing the supervisor agent.
3.
Open the supervisor agent and choose the Person tab.
4.
Click Edit Person (green arrow).
5.
Go to the Portal tab.
6.
Select the Portal Account (this will display None if no user is mapped).
7.
Select Create User to create a new user account.
3 Service Manager
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8.
Specify User Name and Password for the new Unified CCMP user.
9.
In the group membership screen select the Basic User and Supervisor
groups for default permissions at the required location.
10.
Click Save to create the Unified CCMP user.
3.3
Agent Team Management
3.3.1
About the Agent Teams Tool
The Agent Teams tool allows supervisor agents to manage the Persons and Agents
in their Agent Teams.
Each Agent must be associated with a Person, which represents an actual physical
person who performs customer contact duties. A Person may be associated with
more than one Agent. For example a person who alternates between two teams on
different peripherals would need to be associated with two Agents, one on each
peripheral. So John Smith, who uses voice equipment and email equipment will
need:
a person record for his details
an associated agent record for his voice equipment
an associated agent record for his email equipment.
To start the Agent Teams tool, click Tools > Agent Teams.
3.3.2
Viewing an Agent Team
To see an agent team, click on the My Agent Team drop-down box and select the
team you wish to work with. A list of the agents in the team will be shown below
the box.
The agent list shows each agent's name, their status within the system (such as
Ready or Pending Active), and the date from which they have been active in the
system (an Active From Date in the future indicates an agent who has not yet
started work). There is also an agent details icon (
) that allows you to view
and edit agent details, and a copy icon ( ) that allows you to create a copy of
an agent (for example, if you wish to add to your team a new agent who has
exactly the same skills as an existing agent).
3.3.3
Viewing or Editing Agents
To view or edit an agent:
1.
Select an agent team from the drop-down list.
3 Service Manager
29
2.
Click on the agent details icon. The Edit the current Agent page will open,
showing you the agent's details.
3.
Make any changes to the agent. Selecting a different tab (such as Supervisor
or Agent Teams) will show a different set of fields. You can always go back
to previous tabs.
4.
Click Save to save your changes or Cancel to leave the agent's details as
they were before you started editing.
Note
You are unlikely to need to use the Advanced tab unless you are changing start or
finish dates for an agent.
To set an agent's starting or leaving date:
1.
Select an agent team from the drop-down list.
2.
Click on the agent icon for the agent you wish to edit. The Edit the current
Agent page will open, showing you the agent's details.
3.
To set or change an agent's starting date (Active From Date) or finishing
date (Active To Date), select the Advanced tab. You can only change the
Active From Date if it is in the future otherwise it is greyed out. To change
the Active To Date, first untick the Forever box, if it is ticked.
4.
To change a date, you can:
either use the UP and DOWN arrow keys to adjust the date and time in
the date/time box
or click on the calendar icon beside the Active From Date or Active To
Date field. A calendar popup appears.
To change the year, click on the drop-down arrow to select the
year you want.
To change the month, either click on the drop-down arrow to
select the month you want, or click on Prev or Next to go
backwards or forwards one month at a time.
Select the day of the month.
5.
Use the UP and DOWN arrow keys to set the time on the selected date on
which the agent is starting or finishing (for example, 17:00:00 for someone
leaving at the end of business hours).
6.
Click Save to save your changes or Cancel to leave the agent's details as
they were before you started.
3 Service Manager
3.3.4
30
Changing an Agents Team
To change an agent's team:
3.3.5
1.
Select the agent team to which the agent belongs from the drop-down list.
2.
Click on the agent details icon (not the copy icon beside it) for the agent you
wish to edit. The Edit the current Agent page will open, showing you the
agent's details.
3.
Click on the Agent Teams tab. The agent's current team membership is
shown.
4.
Select the check box for the agent team and click Remove.
5.
You may optionally select a team from the list below and click Add to add
the agent to that team. You can add the agent either as a member of that
team by checking the Member box, or as a primary or secondary supervisor
if they are a supervisor agent.
6.
Click Save.
Adding a New Agent
To add a new agent:
Note
All agents must be associated with a person. If a person record for the new agent
does not already exist on the system, you can create one as part of adding the
new agent.
1.
Click New Agent menu option. The Create a New Agent page displays.
2.
Fill in the fields for each tab. All mandatory fields are marked with a red
asterisk. These fields are on the Details tab. Save will not be enabled until
all the required fields have been filled in.
3.
On the Details tab:
Fill in the Agent's Name (such as BOates or Beth_Oates).
Give a Description of the agent (such as a job title).
Select a Peripheral to create the agent on (this will usually be the same
peripheral that you use).
Choose whether to associate the agent with an existing Person, or to
create a new one. A Person can have more than one agent identity if all
those agents are created on different peripherals
3 Service Manager
31
Select Existing Person Select a person from the drop-down list,
or search for a specific person by typing a part of their name in
the Search box. The new agent will use the details specified in
that Persons Peripheral Login box to log on to their Agent
Desktop.
Create New Person Enter the first name and last (or family)
name for the person, and fill in the details they will use to login to
the peripheral. The person will be automatically created and
associated with the agent.
Note
Multiple Agents may be associated with a single Person, if all Agents involved
are on different peripherals
4.
In the Supervisor tab:
If the agent is to be a supervisor, check the Supervisor check box.
If the Supervisor box is checked, the agent must be associated with a
Domain Account (the account they will use to log into a computer on
the contact center network). Type in part of the account name, click
Find and then select the correct account.
Note
You cannot set up a domain account from Unified CCMP. Contact your IT
department if you are uncertain of the domain account to use.
5.
In the Agent Teams tab:
Select an agent team for the agent to belong to. Agents may only be a
member of a single team, but a supervisor can supervise multiple
teams. Use the Selected Path drop-down to see agent teams in other
folders.
Click Add to associate the team with this agent.
Check the Member box to make the agent a member of the team.
Supervisors can supervise a team without being a member.
If the agent is a supervisor, select a primary or secondary supervisory
role for any team they are to supervise. They may or may not also be a
member of this team.
6.
In the Skill Groups tab:
Select skill groups for the agent to belong to. Use the Selected Path
drop-down to change folders.
3 Service Manager
32
Click Add to add the agent to the selected skill groups.
7.
In the Advanced tab:
Note
You will probably only edit these settings to set an agent's start or finish date.
Enterprise Name is the name the agent is known as within Unified
CCMP
Agent Extension is the internal extension number for the agent
Agent Desktop allows you to specify the agent's desk settings (also
called the Desk Setting)
Check State Trace if you wish to let the system track the agents
state, such as whether they are logged off or talking
Use the Active From Date box to set the agent's starting time and date
(you may enter the date manually in day/month/year format, or select a
date from the calendar)
Use the Active To Date box to set the agent's leaving date
3.3.6
8.
Check the Create Another check box to create another agent whose
settings are identical to this agent's except for their name and login details
9.
Click Save to create the agent, or Cancel to cancel agent creation and return
to your home page.
Adding a New Person
To add a new person:
1.
Click Create Person option.
2.
All mandatory fields are marked with a red asterisk. These fields are on the
Details tab. Save will not be enabled until all the required fields have been
filled in
3.
In the Details tab:
Person's First Name (such as Janet or John)
Person's Last Name or family name (such as Smith or Black)
Description of the Person (such as a job title)
Login Name they should use to log onto the Peripheral
Password they should use to log onto the Peripheral, and confirm it
4.
In the Portal tab:
3 Service Manager
33
Select the None option to present the Portal Account interface. When
prompted select the Create User option to add a new Unified CCMP
user mapped to this Person.
Fill in the Login Name they should use to log onto Unified CCMP.
Fill in the Password they should use to log onto Unified CCMP, and
confirm it. Passwords may be required to be of a certain length, or to
contain lower case letters, upper case letters and numbers. If you have
difficulty supplying a valid password, contact your system
administrator.
You may optionally add the user to any security Groups you yourself
are a member of, such as your company's Supervisors group if they will
need to manage teams.
5.
On the Advanced tab:
Use Active From Date box to set the person's starting time and date
(you may enter the date manually in day/month/year format, or select a
date from the calendar).
Use Active To Date box to set the person's leaving date.
6.
Check the Create Another check box to create another person after saving
the current one.
7.
Click Save to create the person, or Cancel to cancel person creation and
return to your home page.
3.4
Agent Reskilling
3.4.1
About the Re-Skilling Tool
The Re-Skilling tool allows you to view and edit agent skill group memberships.
To start the Re-Skilling tool, click Tools > Re-Skilling.
Note
Unified CCMP limits the number of skill groups to which an agent can belong, to
avoid affecting performance.
3.4.2
Viewing a Skill Group
To see a skill group, click on the Skillgroup drop-down box and select the skill
group you wish to work with. A list of the agents associated with the skill group
3 Service Manager
34
will be shown below the box. A complete list of all the agents who can be
associated with the skill group (those who are on the same peripheral as the skill
group) is shown below that.
The agent list shows each agents name, their status (such as Ready or Pending
Active), and the date from which they are active in the system (an Active From
Date in the future indicates an agent who has not yet started work). Clicking on
the Edit icon (
3.4.3
) allows you to edit the agent.
Adding an Agent to a Skill Group
To add an agent to a skill group:
3.4.4
1.
Select a skill group for the agent or agents to belong to.
2.
Select agents to belong to the skill group using the check boxes. Use the
Selected Path drop-down to see agents in other folders.
3.
You can type part of an agents name into the search box, and then click
Search to filter the list of agents by the specified search string.
4.
Click Add to associate the agents with this skill group
5.
Click Save to save your changes, or Cancel to leave the details as they were
before you started
Removing an Agent from a Skill Group
To remove an agent from a skill group:
1.
Select a skill group to remove an agent or agents from.
2.
In the top list, select the agents to remove from the skill group using the
check boxes.
3.
You can type part of an agents name into the search box, and then click
Search to filter the list of agents by the specified search string.
4.
Click Remove to remove the agents from this skill group.
5.
Click Save to save your changes, or Cancel to leave the details as they were
before you started.
4 Information Notices
Information Notices
4.1
About Information Notices
35
Information notices (also sometimes called system notices) are similar to a notice
board or Message of the Day feature. Information notices are a useful way to
inform all contact center staff of general information in one action and in one
location, rather than having to inform each staff member individually. Notices may
typically include changes to agent assignments or important customer information.
Once you have logged in, if there are any current information notices that apply to
you, you will see the Information Notice icon ( ) beside the top menu at the top
right corner of the screen.
4.2
Viewing Current Information Notices
To view an information notice:
1.
Click the
icon beside the top menu to display the Information Notices
dialog box showing the information notices available, and then click on the
name of the notice you wish to read from the list. The notice text will be
displayed in full.
2.
Once you have finished reading the notices, click the X in the top right hand
corner of the Information Notices dialog box.
Note
The information notices panel only shows current notices. Notices which have
expired (with a Valid To date in the past) or pending (with a Valid From date in
the future) are not shown.
4 Information Notices
36
4.3
Advanced Mode Options
4.3.1
About Advanced Mode Options
Advanced mode users are able to create and edit information notices as well as
view the current information notices.
To start the Information Notices tool, click Tools > Information Notices.
4.3.2
Creating an Information Notice
To create an information notice:
1.
Click New. The New System Notice page displays.
2.
Select the folder containing the users who need to see the new notice. The
folder name will be displayed at the top of the page. Then perform the
following:
In the Subject field enter a title for the notice.
In the Text field enter the text. You can format the text as required by
using the editor buttons displayed above the text field. Move the mouse
pointer over an editor button to see what it does. Click the Show Source
(< > ) editor button to switch between the WYSIWYG editor and plain
text with HTML tags.
Note
To format the information notice text, highlight the text to be formatted then click
the appropriate editor button. The editor functions do not allow you to format the
text as you type, for example, clicking the I button does not turn on italics mode
for the text you type afterwards.
In the Valid From and Valid To fields, enter start and end dates to
refine the lifetime of the notice, by clicking on the calendar icons and
selecting the appropriate months and days.
Select the Create Another check box if you wish to add another notice
after the creation of the current notice.
3.
Click Save.
Tip
You can also create a notice by clicking on the Create a Notice link on the
Information Notice section of the Home page.
4 Information Notices
4.3.3
37
Viewing Information Notices
When you select the Information Notices tool, the initial view shows a list of all
information notices.This list includes all information notices, including expired
information notices (with a Valid To date in the past) and pending information
notices (with a Valid From date in the future).
Tip
You can also view all information notices by clicking on the View Notices link
on the Information Notices section of the Home page.
4.3.4
Editing an Information Notice
To edit an information notice:
1.
Select the Information Notices tool and in the list of information notices,
click the name of the notice to be modified. The notice displays.
2.
Click Edit. The Edit Information Notices page displays.
3.
Make the required modifications to the notice in the fields provided, as
explained for creating an information notice above.
4.
Click Save to save your changes.
Tip
You can also edit a notice by clicking on the Edit Notice link on the Information
Notice section of the Home page.
4.3.5
Deleting an Information Notice
To delete one or more information notices from the list of information notices,
check the boxes by the notices you want to delete, and then click Delete.
To delete an information notice you are editing, select the Delete menu option.
4.3.6
Moving an Information Notice
To move an information notice:
1.
In the list of information notices, check the box or boxes of the notice or
notices to be moved. Click the Move button. The folder tree displays.
2.
Select the folder to move the notice to and click Save.
5 Activity Monitor
38
Activity Monitor
5.1
About the Activity Monitor
The Activity Monitor allows you to view the current status of the provisioning
queue and provides basic audit reporting for provisioned resources.
To start the Activity Monitor, click Tools > Activity Monitor.
5.2
Provisioning Queue Tab
Resource Displays
The Provisioning Queue tab provides two status monitors, showing a summary of
provisioning information for:
Resources I Control: the provisioning status of the remote resources that
you are authorized to view or edit.
All Resources: the provisioning status of all remote resources below the root
folder, to help understand the state of the entire system.
The status monitors show real-time data that is updated every 20 seconds. Each
status monitor shows:
Errors: the number of resources that are currently in an error state. In the
status display for Resources I Control, you can click on this number to view
the details of the errors.
Provisioning: the number of resources that are currently in the pending
active state or awaiting deletion state. In the status display for Resources I
Control, you can click on this number to view the details of these resources.
A performance indicator: the overall system performance recently. This is
to the right of the provisioning information and is one of the following
symbols:
: the number of items in the provisioning queue is decreasing
: the number of items in the provisioning queue remains
approximately constant
: the number of items in the provisioning queue is increasing.
The provisioning activity graph: a graph showing the state of the
provisioning queue at 20 second intervals over the last 15 minutes. At each
time interval the items in the queue are color-coded as follows:
5 Activity Monitor
39
Green: this represents the number of items at the time of sampling that
have been in the provisioning queue for less than the time specified by
the Provisioning Warn Threshold
Orange: this represents the number of items at the time of sampling
that have been in the provisioning queue for more than the time
specified by the Provisioning Warn Threshold but less than the time
specified by the Provisioning Max Threshold
Red: this represents the number of items that have been in the
provisioning queue for more than the time specified by the Provisioning
Max Threshold.
Note
The Provisioning Warn Threshold and Provisioning Max Threshold values are
configurable using the ICE System Properties tool (see the Administration Guide
for Cisco Unified Contact Center Management Portal, section System Properties
Manager). The default values are:
Provisioning Warn Threshold: 5 minutes
Provisioning Max Threshold: 10 minutes.
Error and Provisioning Details
Click on the number of error or provisioning resources in the Resources I Control
status display to see a list of resources in that state, and the details about each
operation. Some of the fields in the list are hyperlinks, so you can click on these to
get more information about the item. You can also click on some of the column
headers to sort the items in the list by the values in that column.
The fields that are available are:
Field
Meaning
Hyperlink? Sortable?
Date/Time
The date and time the event occurred, in
the time zone of the current user.
No
Yes
Item Type
The type of resource affected by the
event.
No
No
Name
The name of the resource affected by the
event.
Yes
Yes
Path
The location of the item in the folder
hierarchy.
No
Yes
Related Item Name
The name of the related resource
associated with this event, if applicable.
Yes
Yes
5 Activity Monitor
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Field
Meaning
Hyperlink? Sortable?
Related Item Path
The location of the related item in the
folder hierarchy, if applicable.
No
Yes
Last Modified by
The login name of user that last modified
the item.
No
Yes
Status
The status of the event.
No
Yes
No
Yes
Internal Error (for Error A description of the error that occurred.
Resources only)
5.3
Audit Detail Tab
The Audit Detail tab shows an audit history report for provisioned resources.
The following filters are available to restrict the number of items shown in the
report:
Path: Click on the drop down arrow to choose the folder path for the
resources you are interested in. The default folder path is your root folder.
Include Subfolders: Select the checkbox to include items in subfolders in
the audit history report.
Item Type: Click the drop down arrow to see the available item types, then
select the required items from the list. By default, no item types are selected.
Date from: Select the date and time of the oldest events to display. The
default value is midnight, one week ago.
Date to: Select the date and time of the newest events to display. The
default value is today and now.
Event Outcome: Select the event outcome or outcomes you want to view.
The default is to view events with both success and failure outcomes.
When you have selected your filters, click View to see the audit details. Some of
the fields in the list are hyperlinks, so you can click on these to get more
information about the item. You can also click on some of the column headers to
sort the items in the list by the values in that column.
The fields that are shown are:
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Field
Meaning
Hyperlink? Sortable?
Date/Time
The date and time the event occurred,
in the current users time zone.
No
Yes
Event
The event details.
Description
No
No
Item Type
The type of item affected by the
event.
No
No
Name
The name of the resource affected by
the event.
Yes
Yes
Path
The location of the resource in the
folder hierarchy.
No
Yes
Related
Item Name
The name of the related resource
associated with this event, if
applicable.
Yes
Yes
Related
Item Path
The location of the related resource in No
the hierarchy, if applicable.
Yes
Related
Item Type
The type of the related resource.
No
No
Equipment
The equipment the item is located on.
No
Yes
User
The login name of the user that
initiated the event.
No
Yes
Event
Outcome
The result of the event (success or
failure)
No
Yes
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System Manager
6.1
Introduction
6.1.1
About System Manager
The System Manager tool creates resource folders and resources and allows the
user to partition the resources in a hierarchical structure. This is achieved by the
use of a Folder Tree panel located at the left hand side of the tool. The user may
view the subfolders of specific folders by selecting them. Users with sufficient
security permissions can access and manage the entire contents of the system via
the System Manager interface. The Unified CCMP web application lets you
remotely configure and administer key aspects of your Unified CCE system
including:
agents, agent teams, skill groups and desktop settings
dialed numbers and call types.
Note
You cannot use System Manager to manage security in Unified CCMP. To
manage security, use the Security Manager (see section 8.6.1 "About the Security
Manager").
To start System Manager, click Tools > System Manager
6.1.2
System Management Tools
Unified CCMP provides the following tools to manage your system.
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Tool
Name
Usage
Activity
Monitor
Allows you to monitor and inspect:
the current status of the provisioning queue
the audit history for remote resources.
System Allows you to create and modify folders and resources, to partition
Manager the resources in a hierarchical structure and (for users with suitable
privileges) to manage the entire contents of the system.
These tools are available from the Tools menu.
6.1.3
System Manager User Interface
6.1.3.1
Overview
The System Manager tool consists of the following panels:
The standard toolbar, the breadcrumb trail (which shows the path by which
the user accessed the current page) and the Information Management panels
are displayed at the top of the browser.
The Folder Tree panel displays on the left of the browser. It shows a
hierarchical structure of all the resources the user is allowed to see based on
their security permissions. There is a minimize bar containing two small
arrowheads located on the right hand edge of the Folder Tree panel. Click on
this bar to close the Folder Tree panel and give more screen space if the
Folder Tree panel is not required.
The Items panel displays in the middle of the browser. It shows the items
contained in the currently selected folder. There is a minimize bar containing
two small arrowheads located on the right hand edge of this panel. Click on
this bar to give more screen space if the Items panel is not required.
The Details panel displays on the right hand side of the browser. This panel
displays the details of the most recent resource item selected in the Items
panel. If you have sufficient security permissions, you can edit these details.
6.1.3.2
Folder Tree Panel
For general information about the folder tree see section 1.2.9 "About the Folder
Tree".
In System Manager, the Folder Tree panel also contains these buttons:
System: allows you to create new system resource items
Resource: allows you to create new remote resource items
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Upload: allows you to perform bulk uploads (for more information, see
section 6.5.1 "About Bulk Upload").
Caution!
Ensure that no folder contains more than 1000 of any one type of resource. For
example, a folder can contain 900 Agent resources and 900 Agent Desktop
resources, but should not contain 1800 Agent resources.
6.1.3.3
Items Panel
Description
When you select an item in the Folder Tree panel, the Items panel displays the
contents of that folder. Depending on what you have selected in the Folder Tree
panel, the Items panel may show a list view, or a summary view.
If the selected item is a resource folder, the Items panel is a list view. The
list view show a list of each of the items of that resource type in the resource
folder. Each item has a check box beside it to allow it to be selected for a
move or delete operation. Click on the item itself to display the item details
in the Details panel.
If the selected item is any other sort of folder, the Items panel is a summary
view. The summary view shows a summary list of each of the resource types
in that folder, and the number of each resource type. When you click on a
resource type in the summary list, the Items panel displays a list view
containing each of the items of that resource type in the resource folder.
Note
In Unified CCMP 9.1 and later, the summary view in the Items panel does not
have a separate summary list item for tenants. Tenants are included in the folders
summary item.
List View Buttons
The Items panel (list view) contains the following buttons:
Move: allows you to move selected items in the list view to another location.
Delete: allows you to delete selected items from the database.
Merge: allows you to merge selected items into a single item (for more
information, see section 6.6.1 "About Merging").
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List View Pages
To improve performance, if there are many items to show in the Items panel list
view, they will be shown in pages. You can use the page numbers or the arrows at
the bottom left of the Items panel to move through the pages.
Note
You can change the number of items shown in each page of the Items panel, list
view, using Settings > User Settings > Data Paging Size.
List View Display Options
To filter the list of items, type part of a resource name into the search box, and
then click Search to show just the resource items that match that text.
To refresh the list of resource items click the Refresh icon (
).
To toggle the display names between the user-entered names and the enterprise
names click the Display icon ( ).
6.1.3.4
Details Panel
Description
Use the Details panel to view or change the details and associations of the
resource item that is currently selected in the Items panel (list view).
The Details panel contains a tabbed dialog, where each tab represents an
operation to be performed. For a description of the tabs that are common to several
resources, see section 6.1.4 "Common Details Panel Tabs".
Anchoring Resources
When you select a tab in the Details panel, and then change the selected item in
the center Items panel (list view), the view is anchored by the Details panel so
that the same tab will be viewed for the new item.
The reverse is also true: if you select an associated resource that is shown in the
Details panel (for example, a Skill Group would be an associated resource shown
for an Agent), the type of resources shown in the Items panel (list view) will also
change.
6.1.4
Common Details Panel Tabs
The following sections describe the contents of some tabs that are common to
several resource types.
6.1.4.1
Details Tab
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The details tab is a form which contains a series of fields for information that
belong to the resource, such as Name in the case of an Agent. Each fieldmay be
either mandatory, optional or read-only (that is, Unified CCMP fills it in
automatically). Each field has a help text item to guide the user on its use and an
indication as to whether it is mandatory or not.
6.1.4.2
Associations Tabs
Depending on the type of resource there may be one or more association tabs that
allow the user to associate other resources with this resource. For example, if a
Skill Group has been selected then there will be an Agents tab to allow the user to
specify which agents are to be associated with this skill group.
Tip
The associations can usually be modified from either side of the association. For
example, to add an Agent to a Skill Group you can either select the skill group
and use the agents tab or select the agent and use the skill groups tab.
Each association tab has two sub-panels, one above the other. The top sub-panel
shows the resource items that are already associated with this resource, the
bottom sub-panel shows the available resources that may be added. The contents
of this available items sub-panel is filtered by the logged in user's security
permissions and any other pertinent business rule. For example, if adding Agents
to a Skill Group then the sub-panel will only show those agents who are on the
same peripheral as the skill group.
The user can move resource items between the bottom and top panels to make and
break associations as required.
To improve performance, if there are many items to show, they will be shown in
pages. You can use the page numbers or the arrows at the bottom left of the panel
to move through the pages.
Note
You can change the number of items shown in each page using Settings > User
Settings > Data Paging Size.
6.1.4.3
Advanced Tab
Depending on the type of resource there may also be an advanced tab. This shows
information that is normally set by the system but may be overridden by the user.
6.1.4.4
History Tab
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Note
This tab is only shown for remote resources, and only after they have been
created in Unified CCMP. It is not shown for a system resource, or when a
remote resource is first created.
The history tab shows audit information for the resource.
Where an event involves another resource, for example adding an agent to a skill
group, the resource is linked to in the description. If a drop-down arrow is shown
beneath an event, you can click on it for more information (such as the user who
performed the event). A Request event indicates a change made using Unified
CCMP's user interface; an Execution event indicates that the requested changes
were successfully made on Unified CCE. Success or failure of the event is shown
by a green tick or red cross.
If the audit history for a resource is long, you can use the Edit Filter link to show
only certain events, such as unsuccessful change attempts.
6.1.4.5
Custom Data Tab
Some remote resources have a custom data tab, which allows you to specify your
own key fields and corresponding values for these keys.
Each resource can have a maximum of ten custom data keys.
If a resource has several custom data keys, you can type a key value into the key
text box to quickly show that key and the corresponding key value.
An example of how custom data can be used is:
to hold emergency contact numbers that the system can be configured to
notify if the service level drops below a certain threshold.
6.2
Folders
6.2.1
About Folders
Unified CCMP uses folders to allow the user to partition resources in a
hierarchical structure.
For more information about the folder tree and how to use it, see section 1.2.9
"About the Folder Tree".
You can use System Manager to create, edit, rename, move and delete folders.
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6.2.2
48
Creating a Folder
Method 1 Specifying the Folder Properties
To create a folder and specify all the folder properties:
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the new folder.
2.
In the Folder Tree panel, click System, and then click Folder.
3.
In the Name field enter a name for the new folder.
4.
In the Description field enter any explanatory text for the folder, if required.
5.
If required, uncheck the Inherit Permissions check box to turn this folder
into a policy root that does not inherit security permissions from its parent
folder.
6.
Select the Create Another check box if you wish to create further folders at
the same point in the tree structure.
7.
Click Save to save the new folder in the tree.
Method 2 Using the Default Values for Folder Properties
To create a folder, using the default values for folder properties:
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the new folder.
2.
Create the folder in one of the following ways:
Press the INS key on the keyboard.
Right click at the position where you want to create the new folder and
select Create Folder.
3.
A new folder is created with the following default values:
Name: New followed by a unique number
Description: no value (left blank)
Permission: inherit permissions from the parent.
4.
Enter a new name to replace the default name if required.
Notes
To change the security permissions for the folder, you need to use the Role
Manager tool. For more information, see section 8.3.1 "About The
RoleManager".
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6.2.3
49
Renaming a Folder
You can rename a folder in one of the following ways:
In System Manager, select the folder in the Folder Tree panel and press F2
on the keyboard.
In System Manager, right click on the folder in the Folder Tree panel and
select Rename Folder.
Tip
You can use either of these methods to rename tenants as well as folders.
6.2.4
Moving a Folder
To move a folder:
Method 1 Using Drag and Drop
1.
In System Manager, in the Folder Tree panel, select the folder or folders
you want to move (to learn how to select multiple folders, seesection 1.2.9.7
"Selecting Multiple Folders").
2.
Drag and drop the selected folders to the new location (for more information
about drag and drop, seesection 1.2.9.10 "Drag and Drop Operations").
Method 2 Using the Move Button
1.
In System Manager, in the Folder Tree panel, select the folder that contains
the folder or folders you want to move. The Items panel displays a list of the
resource types contained in that folder.
2.
In the Items panel click on Folders The Items panel changes to a list view
showing the folders in this location.
3.
Check the box or boxes of the folder or folders to be moved.
4.
Click the Move button.
5.
The Move the Current Items page will be displayed, showing the folder tree.
6.
In the folder tree, select the location to move the folder or folders to.
7.
Click Save.
Note
If the folder is moved to a different tenant then any remote resources it contains
will be marked as deleted and recreated under the new tenant. For more
information about the effects of this, see section 6.4.9 "More About Moving
Resources".
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6.2.5
50
Deleting a Folder
Note
If the folder to be deleted contains resources, you must move them to another
location before you can delete the folder. This includes deleted resources, which
can be shown by selecting Settings > User Settings > Show Deleted
Resources.
To delete a folder:
Method 1 Using the Folder Tree
1.
In System Manager, in the Folder Tree panel, select the folder or folders
you want to delete (to learn how to select multiple folders, seesection
1.2.9.7 "Selecting Multiple Folders").
2.
In the Folder Tree panel, either press the DEL key on the keyboard, or right
click to see the shortcut menu, and select Delete Folder .
3.
In the Delete Folder dialog, select OK. The selected folders and any
subfolders will be deleted.
Method 2 Using the Delete Button
1.
In System Manager, in the Folder Tree panel, select the folder that contains
the folder or folders you want to delete. The Items panel displays a list of the
resource types contained in that folder.
2.
In the Items panel click Folders. The Items panel changes to a list view
showing the folders in this location.
3.
Check the box or boxes of the folder or folders to be deleted.
4.
Click Delete.
5.
In the Delete folder dialog, select OK. The selected folders and any
subfolders will be deleted.
Notes
You may receive the message WARNING: This folder [/path] has a direct
mapping to the remote equipment. Deleting the folder will result in a change
to the importers logic surrounding the placement of new resources. Please ask an
administrator or refer to the Administration Guide for Cisco Unified Contact
Center Management Portal, section Equipment Mapped Folders.
The folder may contain resources that are not visible to you. If so, you will be
prompted to find an administrator to move these resources elsewhere.
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51
Bulk Uploading Folders
In addition to creating folders one at a time, you can also bulk load folders
previously output to a CSV (comma separated values) file. For more information
seesection 6.5.1 "About Bulk Upload".
6.3
Tenants and Prefix Rules
6.3.1
About Tenants and Prefix Rules
6.3.1.1
Tenants
A tenant represents a real world organization which has been configured as a
customer definition in Unified CCE. For each customer definition created in
Unified CCE (a remote tenant), a corresponding tenant can be created in Unified
CCMP. Just as Unified CCE enforces telephony isolation between tenants,
visibility and management of tenants is controlled within Unified CCMP via the
security model.
The isolation of each tenant within Unified CCMP means that a tenant folder does
not inherit the permissions and properties of the Root folder. Each tenant folder
has an individual set of security permissions and user groups. While users who are
members of the customer organization that the tenant represents will need access
to view and manage resources within a tenant, only system wide or host
administrators should be given access to manage the tenants themselves.
Note
Tenants cannot be created or deleted in Unified CCMP. They are set up using the
Integrated Configuration Environment (ICE) Cluster Configuration tool. See the
Installation and Configuration Guide for Cisco Unified Contact Center
Management Portal for more details.
6.3.1.2
Prefix Rules
A prefix rule is a rule which is used by Unified CCMP to move remote resources
to a specific folder based on a naming convention or taxonomy. Prefix rules are
matched against the Internal Name (Enterprise Name) of an item.
When remote resources such as Agents, Call Types and Dialed Numbers are first
imported into Unified CCMP they are placed in a default location based on the
following rules:
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If Unified CCMP can determine the tenant which owns the item from
information stored in Unified CCE then the item will be placed in the root of
the owning tenant.
If Unified CCMP cannot determine the tenant which owns the item from
information stored within Unified CCE then the item will be placed in the
corresponding equipment folder under the Unallocated folder. The
Unallocated folder contains an equipment folder for each Unified CCE
which is configured for use with Unified CCMP.
Using prefix rules to automate the movement of remote resources reduces the
administrative overhead of manually moving items which are imported into
Unified CCMP from Unified CCE which can be significant for large systems with
complex folder structures.
The movement of items according to prefix rules is carried out by a scheduled
process which runs overnight.
If a resource which matches a prefix rule is manually moved to a location within
the same tenant or a to location in the Unallocated folder, the resource will be
moved back to the location defined by the rule the next time the prefix
management process runs unless the rule is disabled or deleted.
6.3.2
Creating a Prefix Rule
To create a prefix rule for a tenant do the following:
1.
In System Manager, in the Folder Tree panel, select the folder containing
the tenant you want to create a prefix rule for. The Items panel displays a list
of the resource types contained in the folder.
2.
Select Folder (at this level tenants are just another type of folder). The
Items panel changes to a list view showing each of the folders and tenants at
this location.
3.
Click on the name of the tenant. The tenant details are displayed in the
Details panel.
4.
Click Prefixes tab. Any existing prefixes associated with the selected tenant
display in a table.
5.
Click Add New Row (
6.
Fill in the fields as follows:
) to add a prefix.
In Prefix field enter the new prefix that will be used to match against
resource names. The % character is used to match against zero or
more occurrences of any character.
For example, the prefix %.SAL.ENG.%.ag would match:
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BOS.SAL.ENG.JohnSmith.ag
CHI.SAL.ENG.SamirPatel.ag
It would not match:
BOS.SAL.SPA.JohnSmith.ag
BOSSAL.ENG.JohnPatel.ag
By default the rules are case insensitive, unless case sensitivity was
enforced in the database management system when Unified CCMP
was installed.
From Type drop-down list, select the remote resource type that the rule
will apply to.
In Priority field enter a unique numerical value (0 - 9999). The priority
value must be unique among prefix rules within the tenant. If a
resource matches more than one rule for its type, the rule with the
highest value priority number will take precedence.
To enable the prefix, select Enabled check box.
Click in the Path field to display the folder tree, and then select the
destination folder for matching resources.
7.
6.3.3
Click Submit to create the prefix rule.
Editing a Prefix Rule
To edit a prefix rule for a tenant do the following:
1.
In System Manager, in the Folder Tree panel, select the folder containing
the tenant with the prefix rule you want to edit. The Items panel displays a
list of the resources contained in the folder.
2.
Select Folder (at this level tenants are just another type of folder). The
Items panel changes to a list view showing each of the folders and tenants at
this location.
3.
Click on the tenant you want to edit. The tenant details are displayed in the
Details panel.
4.
Click the Prefixes tab. Any existing prefixes associated with the selected
tenant display in a table.
5.
Click on a prefix to select it.
6.
Click Edit selected row (
prefix rule.
7.
Amend the required field(s).
) at the bottom of the table to edit the selected
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6.3.4
54
Click Submit to finish editing the rule.
Viewing a Prefix Rule
To view a prefix rule for a tenant do the following:
6.3.5
1.
In System Manager, in the Folder Tree panel, select the folder containing
the tenant with the prefix rule you want to view. The Items panel displays a
list of the resources contained in the folder.
2.
Select Folder (at this level tenants are just another type of folder). The
Items panel changes to a list view showing each of the folders and tenants at
this location.
3.
Click on the tenant you want to edit. The tenant details are displayed in the
Details panel.
4.
Click the Prefixes tab. Any existing prefixes associated with the selected
tenant display in a table.
5.
Click on a prefix to select it.
6.
Click View selected row (
selected prefix rule.
7.
If there is more than one prefix rule for the tenant, you can use the < and >
symbols at the bottom left corner of the dialog box to view the other prefix
rules.
8.
Click Close to finish viewing the rule.
) at the bottom of the table to view the
Deleting a Prefix Rule
To delete a prefix rule for a tenant do the following:
1.
In System Manager, in the Folder Tree panel, select the folder containing
the tenant with the prefix rule you want to delete. The Items panel displays a
list of the resources contained in the folder.
2.
Select Folder (at this level tenants are just another type of folder). The
Items panel changes to a list view showing each of the folders and tenants in
this location.
3.
Click on the tenant you want to edit. The tenant details are displayed in the
Details panel.
4.
Click the Prefixes tab. Any existing prefixes associated with the selected
tenant display in a table.
5.
Click on a prefix to select it.
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6.
Click Delete Selected Row (
selected prefix rule.
) at the bottom of the table to delete the
7.
Click Delete to confirm the deletion of the rule.
6.3.6
More About Tenants and Prefix Rules
6.3.6.1
Prefixes and Multi-tenanted Environments
When more than one tenant shares the same Unified CCE environment, resources
may be shared between them. The host administrator must ensure that different
prefix rules are used for each tenant that shares the same Unified CCE
environment.
If a resource matches prefix rules on more than one tenant on the same Unified
CCE equipment, the tenant that is ordered first alphabetically within Unified
CCMP will own that shared resource and the movement of that resource. Rules
configured for subsequent tenants on the same equipment will not be applied.
If resources are moved between different tenants on the same Unified CCE
equipment, any prefix rules that applied to the resource on the original tenant will
not apply until the resource is moved back to the previous tenant or the
Unallocated folder. This is because a prefix rule only applies within the scope of
the tenant for which it is defined and the Unallocated folder.
6.4
Resources
6.4.1
About Resources
6.4.1.1
Resource Types
Each tenant in the system has resources assigned to them, such as dialed numbers,
agents and so on. These resources are used on a daily basis as a part of contact
center network operations. However it is important to differentiate between the
types of resources used by the system. There are two different types:
System Resources (users, folders and so on) are entities which can be
created and managed by Unified CCMP. These resources are local to
Unified CCMP, and not provisioned onto the remote equipment. Unified
CCMP resources may or may not be associated with a tenant.
Remote Resources (agents, dialed numbers and so on) are entities which
exist on the remote equipment. Some remote resources can be created or
edited in Unified CCMP and provisioned onto the remote system. Other
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56
remote resources can be accessed by Unified CCMP but cannot be created,
edited or provisioned in Unified CCMP. All remote resources must be
associated with a specific tenant.
6.4.1.2
System Resources
You can create and manage the following types of system resource:
Folder. A placeholders in the system for related information. For more
information seesection 6.2.1 "About Folders".
Group. A set of Unified CCMP users who share the same security
permissions. For more information seesection 8.5.1 "About The
GroupManager".
Information Notice. The Message Of The Day facility. For more
information seesection 4.1 "About Information Notices".
User. The contact center members who are permitted to access Unified
CCMP. For more information seesection 8.4.1 "About The UserManager".
6.4.1.3
Remote Resources
You can create and manage the following types of remote resource:
Agent. A person who handles customer contacts. For more information
seesection 7.2.1 "About Agents and Supervisor Agents".
Agent Desktop. A set of permissions or settings for a particular agent, such
as how much time is allocated to wrap up a call and what outbound calls can
be made. For more information seesection 7.3.1 "About Agent Desktops".
Agent Team. A group of agents, managed by one or more supervisors. For
more information seesection 7.4.1 "About Agent Teams".
Attribute. User-defined information that can be associated with an agent. It
defines the agents knowledge or experience in a particular area and the
level of that knowledge or experience. For more information see section
7.5.1 "About Attributes"
Call Type. A category of incoming routable task. The call type determines
the routing script that is run for the call. For more information seesection
7.6.1 "About Call Types".
Department. A a way of grouping related resources according to userdefined business needs.For more information, see section 7.7.1 "About
Departments".
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57
Device Profile. A telephone template that a user can use to retain their
specific phone configuration across a number of different physical phones.
For more information seesection 7.8.1 "About Device Profiles".
Dialed Number. The number dialed by the caller. This helps to determine
the call type. For more information seesection 7.9.1 "About Dialed
Numbers".
Directory Number. The line connected to an IP Phone. For more
information seesection 7.10.1 "About Directory Numbers".
Enterprise Skill Group. A logical grouping of skill groups. These may be
from different media routing domains. For more information seesection
7.11.1 "About Enterprise Skill Groups".
Expanded Call Variable. A variable used to pass information about calls.
For more information seesection 7.12.1 "About Expanded Call Variables".
IP Phone. An IP device with a single line used by an agent to make and
receive calls. For more information seesection 7.13.1 "About IP Phones".
IVR Application. A voice XML (VXML) application that runs on a CVP
IVR app server and is used to control call routing. For more information see
section 7.14.1 "About IVR Apps".
Label. A string that is passed to a routing client for each network target. For
more information seesection 7.15.1 "About Labels".
Media File. A .wav file that is used by IVR to play back prompts and
messages to callers. For more information see section 7.16.1 "About Media
Files".
Network VRU Script. A script used by the voice response unit to play a
message to the caller. For more information seesection 7.17.1 "About
Network VRU Scripts".
Peripheral. A connected system such as an ACD switch that routes
customer phone calls to contact center staff. For more information
seesection 7.18.1 "About Peripherals".
Notes
You cannot provision a peripheral through Unified CCMP, you can only change
its associated user for Unified CM provisioning.
Person. The representation of a physical person on the system. A person can
be a user and/or one or more agents. For more information seesection 7.19.1
"About Persons".
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Precision Queue. A mechanism to define how to route calls to agents
depending on the agents proficiency attributes and availability. Precision
queues can be referenced in routing scripts to define how calls are routed.
For more information see section 7.20.1 "About Precision Queues"
Service. A Unified CCE Service, with associated Skill Groups and
Peripherals. For more information seesection 7.21.1 "About Services".
Skill Group. A collection of agents with the same skills and assigned to a
single media routing domain. For more information seesection 7.22.1 "About
Skill Groups".
User Variable. A named object that holds a value - often used in routing
scripts. For more information seesection 7.23.1 "About User Variables".
You can view the details of other remote resources provisioned through Unified
CCE, such as Media Routing Domain or Script, but you cannot edit these.
Note
If your Unified CCMP deployment is connected to an HCS 500, 1000 or 4000
Agent Unified CCE configuration, then the predefined capacity limits of that
deployment type will be enforced by Unified CCMP. An error message is
displayed if you request a change that exceeds one of these capacity limits, for
example, if you try to add a (Precision Queue) Attribute to an Agent that already
has the maximum number of Attribute memberships. You can see the capacity
limits that are enforced by the application using the ICE System Properties tool,
under the Capacity Properties tab (for more details about the ICE System
Properties tool, see the Administration Guide for Cisco Unified Contact Center
Management Portal).
6.4.1.4
Resource States
Each remote resource in Unified CCMP can be in one of five states that indicate
its stage in the resource life cycle.
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Figure 6.1
Resource Lifecycle States
Pending Active
When a resource is successfully created or changed using the Unified CCMP web
application, its state is set to Pending Active (sometimes shortened to just
Pending). This indicates that while it has been provisioned successfully within
Unified CCMP, it has not yet been fully provisioned on the remote system. A
resource can be deleted while it is in this state.
Note
A resource can be successfully provisioned in Unified CCMP even if it cannot be
provisioned on the remote system. In this case it will remain in the Pending
Active state.
Ready
When a resource has been successfully provisioned in Unified CCMP and pushed
to the remote system its state will be set to Ready. A resource will normally
remain in this state until it is deleted.
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Error
Where Unified CCMP is unable to provision the resource on the remote system, it
will enter the Error state. You can attempt to fix this either by editing the item, in
which case its state will become Pending Active again, or you can delete it, in
which case it will be set to Awaiting Deletion (also known as Delete Pending).
Awaiting Deletion
When you delete a resource through the Unified CCMP web application (or when
Unified CCMP automatically deletes a resource that has reached its Active to
date) it enters the Awaiting Deletion state, which means that it has been
successfully marked as deleted within Unified CCMP but has not yet been deleted
from the remote system.
Deleted
Once the resource has been successfully deleted from on the remote system it
enters the state Deleted. Resources are never actually deleted from Unified
CCMP, only set to the state Deleted, as their histories are kept for audit reporting
purposes.
6.4.2
Creating a Resource
To create a new resource:
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the new resource.
To create a System resource item, click on System, and then select the
type of resource you want to create from the drop-down list.
To create a remote resource, click on Resource, and then select the
type of resource you want to create from the drop-down list.
2.
A new page will be displayed. The contents of this page depend on the
resource that is being created. Fill in the details and press Save to confirm or
Back to cancel the operation.
3.
You will be returned to the System Manager and the new resource item will
appear in the resource item list in the Items panel.
For more information about resource properties, see the detailed description for
each resource. For system resources see section 6.4.1.2 "System Resources" and
for remote resources see section 6.4.1.3 "Remote Resources".
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Note
System resources can be created anywhere in the folder tree, except below the
Search Folders node, but remote resources must be created below a tenant.
6.4.3
Viewing Resources
ViewingResources Using the Summary View in the Items Panel
You can view the resources of a particular resource type in a folder by selecting
the resource type from the Items panel, summary view, as follows:
1.
In System Manager, in the Folder Tree panel, click on the folder that
contains the resources you want to view. The Items panel displays a
summary view, showing a list of the resource types contained in the folder.
If the Items panel was minimized then it will automatically be opened to
display the summary view.
2.
In the Items panel, click on the resource type you want to view. The Items
panel changes to a list view showing a list of the resources of that type in
this location.
3.
To view the details for an individual resource, in the Items Panel, click on
the resource you want to view .The resource details are displayed in the
details panel.
ViewingResources Using a Resource Filter in the Folder Tree
You can also view the resources of a particular resource type in a folder by
selecting the resource type filter from the Folder Tree panel, as follows:
6.4.4
1.
In System Manager, in the Folder Tree panel, go to the folder that contains
the resources that you want to view, and click on the resource filter for the
type of resource you want to view. The Items panel displays a list view
showing the resources of that type at that location. If the Items panel was
minimized then it will automatically be opened to display the list view.
2.
To view the details for an individual resource, in the Items Panel, click on
the resource you want to view .The resource details are displayed in the
details panel.
Selecting Resources
There are two ways to select resources from a list view in the Items panel,
depending on the action you want to take next.
To select one or more resources to move or delete (or to merge, if
applicable), select the check boxes to the left of the resource.
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To view or edit the properties of a single resource, click on the name of
the resource. The properties of the resource will be shown in the Details
panel.
For more details about the properties of a specific resource type, see the
description for that resource. The location of the relevant information is listed in
section 6.4.1.2 "System Resources" for system resources and section 6.4.1.3
"Remote Resources" for remote resources.
6.4.5
Viewing Resource Status
To see the current status of a resource:
1.
View the resource details (see section 6.4.3 "Viewing Resources"). The
resource status is shown as an icon at the bottom of the details panel. This is
green if the resource is Ready, orange if the resource is Pending Active and
red if the resource is in the Error state. You may also see information about
the status of related resources and memberships.
2.
If required, click the status icon to see the status dialog box, showing more
information about the status of the resource and of any related resources or
memberships. The status dialog box may also contain a Purge button if the
resource is in the Error state or appears to be stuck in the Pending Active
state. You can click this to purge a stuck resource (see section 6.4.8
"Purging Resources").
Note
Status information is only available for remote resources (for example, Agents,
Skill Groups, Precision Queues). It is not available for Unified CCMP Resources
(for example, Folders, Users, Groups).
6.4.6
Moving Resources
1.
In System Manager, in the Folder Tree panel, select the location that
contains the resource or resources you want to move.
2.
If you selected a resource filter from the Folder Tree panel then the Items
panel shows a list view showing the resources of that type at that location.
3.
If you selected any other folder from the Folder Tree panel, the Items panel
shows a summary view, showing the resource types at that location. In this
case, click on a resource type to see the list of resources of that type.
4.
Check the box or boxes of the resource or resources to be moved.
5.
Click the Move button.
6.
The Move the Current Items page will be displayed, showing the folder tree.
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7.
In the folder tree, select the location to move the item or items to.
8.
Click Save to begin the move operation.
9.
A confirmation message is displayed. You will be returned to the
mainSystem Manager page automatically after 5 seconds, or you can click
OK to return to the main System Manager page immediately.
Note
To move a resource, you need the appropriate permissions to manage the
resource type, and to access the source and destination folders. The resource
inherits the security defined for the new location.
When a remote resource is moved to a different tenant, the resource is marked as
deleted at its old location and recreated under the new tenant. For more
information about the effects of this, see section 6.4.9 "More About Moving
Resources".
6.4.7
Deleting Resources
To delete one or more resources items:
1.
In System Manager, in the Folder Tree panel, select the location that
contains the resource or resources you want to delete.
2.
If you selected a resource filter from the Folder Tree panel then the Items
panel shows a list view showing the resources of that type at that location.
3.
If you selected any other folder from the Folder Tree panel, the Items panel
shows a summary view, showing the resource types at that location. In this
case, click on a resource type to see the list of resources of that type.
4.
Check the box or boxes of the resource or resources to be deleted.
5.
Click the Delete toolbar button and a confirmation dialog will be displayed.
6.
Click OK button to start the delete operation.
For more information about the effect of deleting a specific resource type, see the
description for each resource. For system resources see section 6.4.1.2 "System
Resources" and for remote resources see section 6.4.1.3 "Remote Resources".
6.4.8
Purging Resources
If a remote resource has been in the Pending Active state for a long time or is in
the Error state (see section 6.4.1.4 "Resource States"), you can click Purge in the
Status dialog (see section 6.4.5 "Viewing Resource Status") to delete the resource
and break any relationships with other resources. The resource will be re-imported
into Unified CCMP on the next import cycle.
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6.4.9
64
More About Moving Resources
This section contains additional information for users who need to understand
more about moving resources.
Note
For detailed information about moving resources, see the information about
equipment mappings in the Administration Guide for Cisco Unified Contact
Center Management Portal
6.4.9.1
Moving a Resource to a Different Tenant
When a resource is moved out of a tenant, the resource is no longer owned by that
tenant. The original resource is deleted and a new resource is recreated at the new
location. The user is asked whether related audit data should be moved with the
resource, or remain with the deleted resource.
No changes are performed on the remote equipment during this change.
6.4.9.2
Moving Remote Resources Owned by Remote Tenants
In Unified CCE the following types of resource can belong to a Remote Tenant:
Dialed Number
Call Type
Label
Network VRU Script
Scheduled Target
Routing Script
Unified CCMP automatically manages which resources belong to which Remote
Tenant according to where they are located in the folder tree. A resource which is
located anywhere under a Remote Tenant mapped folder is associated with and
belongs to that Remote Tenant.
If a resource is moved out of a Remote Tenant folder then the user is prompted for
confirmation. If the user continues, the resource is disassociated from the Remote
Tenant on the Unified CCE, and deleted and recreated at the new location. The
user is asked whether related audit data should be moved with the resource, or
remain with the deleted resource.
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When a resource is moved into a Remote Tenant mapped folder, an association to
that Remote Tenant is created on the Unified CCE.
If the resource is referenced by a customer-specific Unified CCE script or has a
membership to any other items which have a Remote Tenant mapping then it
cannot be moved to another Remote Tenant. For example, you cannot move a label
out of a folder which has a Remote Tenant mapping if the label is referenced by a
script which has a Remote Tenant association. To move the label, first remove it
from the script or make the script visible to all customers using the Unified CCE
Script Editor.
Provisioning of Scheduled Targets is not supported, so any move which requires a
change of Remote Tenant will not be allowed. Likewise if a Routing Script move
results in a change of Remote Tenant ownership and Script Provisioning is
disabled in Cluster Configuration, the move operation will be aborted.
Resources owned by Remote Tenants that do not have a folder mapping will not
have their Remote Tenant ownership changed unless they are moved under a
folder with a Remote Tenant mapping.
6.4.9.3
Moving Resources Using AW tools
If the ownership of a resource is changed outside Unified CCMP, by using the
Admin Workstation (AW) and changing the Customer Definition ID, the change
will be imported into Unified CCMP on the next import cycle.
This change will disable the resource at the old location and create a new instance
of the resource under the new tenant.
The old resource instance will retain its historical audit data. Any new audit data
since the change of ownership will be associated with the new resource instance.
6.5
Bulk Upload of Resources
6.5.1
About Bulk Upload
6.5.1.1
The Bulk Upload Tool
The bulk upload tool is used for importing large numbers of resource items into
Unified CCMP. It is used to generate resources such as Agents or Skill Groups by
filling in resource attributes using the standard CSV format.
All CSV files require headers that dictate where each value goes. These headers
are provided by templates that can be downloaded from the appropriate Bulk
Upload page in Unified CCMP.
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6.5.1.2
66
Resources That Can Be Bulk Uploaded
You can bulk upload the following resources:
Agents
Agent desktops
Agent teams
Attributes
Call Types
Departments
Dialed Numbers
Enterprise Skill Groups
Folders
Labels
Network VRU Scripts
Persons
Precision Queues
Skill Groups
Users
User Variables
6.5.2
Editing CSV files
You can use Notepad or any other text-based editor to edit CSV files for use with
bulk upload. Excel also offers support for CSV files so you can edit these in a
familiar environment while maintaining the integrity of the CSV format.
Note
Editing CSV files in Excel can cause missing commas.
6.5.3
Using the Bulk Upload Tool
6.5.3.1
Starting a Bulk Upload
To use the bulk upload tool:
1.
Open the System Manager page.
2.
Select the required folder.
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3.
Click on Upload in the Folder Tree panel and then select the item type you
want to bulk upload from the drop-down list. The Bulk Upload Control page
displays.
4.
Select a template for your chosen resource. The template link is present in
the horizontal toolbar near the top of the page. Once selected, a download
box is presented allowing you to save this CSV file onto your machine.
5.
Open the template in the editor you require (such as Notepad) and begin to
enter your data or paste it from another source.
6.
Return to the Bulk Upload Control page and make sure the path is set
correctly.
Note
This path will only be used if you have removed the Path column in the CSV file.
This option is not available for folders.
7.
Browse to the CSV file you have just entered the data into.
8.
Click Upload.
A progress bar at the bottom of the screen displays the upload progress.
Caution!
Do not upload more than 500 items per CSV file.
6.5.3.2
Bulk Upload Errors
If something goes wrong during the bulk upload, you may want to pause the upload
and check why an item failed. For more information about possible reasons for
bulk upload failures, seesection 6.5.3.3 "Reasons for Upload Failure".
If the upload tool encounters a problem that affects all rows and not just the
current one, an alert box appears that describes the problems description and
returns you to the Bulk Upload Control page.
Once every row has been processed a summary dialog appears to inform you of
how many rows failed and how many passed. Please note this dialog does not give
you the result of provisioning these items onto the host system, only the result of
uploading the items into Unified CCMP.
6.5.3.3
Reasons for Upload Failure
The table below details some reasons why an upload might fail.
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Exception Reason
Type
No
Capacity
Left
The capacity limit has been reached.
Enterprise
Name
Already
Exists
The enterprise name already exists.
Login
Name
Already
Exists
The peripheral login name already exists.
SQL
Exception
SQL error during upload, usually due to bad data.
Argument
Exception
An attribute contains a bad value. This usually occurs when you
have an empty string in the Path column when attempting to upload
items which cannot be contained in the Root folder.
Security
Exception
You do not have security permissions to upload to the folder.
Format
Exception
Invalid data in a column.
No Identity Identity not available.
Available
6.5.4
Bulk Upload Data Types
Bulk upload uses the following data types:
SNC means Standard Naming Convention. This is alphanumeric data with no
exclamation marks or hyphens, although underscores (_) are permitted.
BOOLEAN means one of the following values:
TRUE
FALSE
Empty field. Leaving these fields empty defaults the field to FALSE.
Y/N is similar to Boolean however it can only contain the values Y or N.
Date format is the universal date format <Year>-<Month>-<Day> for
example 2006-08-30.
CSS means a valid CSS (Cascading Style Sheet) style definition, for
example color:black; background-color: #e08000
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CSS Styled List
Any Data Type marked with a hyphen (-) means that there are no constraints
on what you can put in the field (except for the constraints imposed by the
native CSV format).
Where a column supports a list of values (for example, an agent may belong to
multiple skill groups) separate each skill group with a semi-colon (;) character, for
example Skillgroup1; Skillgroup2; Skillgroup3.
Note
Make sure that the value you specify for each field is a valid value for that data
type. The upload will fail with an error if any values are invalid.
6.5.5
Global Bulk Upload Columns
These columns are common to every bulk upload template file except where
stated.
The Required? column in the tables below indicates whether the column must be
present.
Column
Name
Data Required? Description
Type
Path
Path
No
Describes where in the tree the resource will be
created. If you wish to supply the path in the bulk
upload screen, you must remove this column.
Note If you leave the column present and do not set a
value, it will attempt to upload into the Root directory,
which is valid for items such as folders, but not for
resources such as Agent or Skill Group. Removing the
column completely will upload the resources into the
folder you were working in when you initiated the bulk
upload.
Name
SNC
Yes
The name of the resource in Unified CCMP. This must
be a unique name. In most cases, this will not be
provisioned.
Description
No
Describes the dimension being created. This is never
provisioned.
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Column
Name
70
Data Required? Description
Type
EnterpriseName SNC
No
The name for the resource being created. This field is
provisioned and cannot be omitted. If you leave it blank
an Enterprise name is generated for you.
EffectiveFrom
Date
No
The date from which the resource is active. The default
is the current date.
Note This date is not localized, and will be treated as a
UTC date.
EffectiveTo
Date
No
The date on which the resource becomes inactive. The
default is forever.
Note This date is not localized, and will be treated as a
UTC date.
6.5.6
Bulk Upload Person Template
This table shows the columns required when bulk loading Persons.
Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns".
Column Name
Data
Type
Required? Description
DepartmentMember SNC
No
The department that this item belongs to. This
field is only valid if the tenant is associated with
a Unified CCE instance running Unified CCE
version 10.0 or later. Otherwise, an error will be
reported if this field is present.
EquipmentName
SNC
No
The instance name of the Unified CCE or
Unified CM you want this person added to. This
will correspond directly with the equipment
instance name that was specified when
configured via the Unified CCMP ICE Cluster
Configuration utility (see Administration Guide
for Cisco Unified Contact Center Management
Portal).
Omit this item or leave it blank to automatically
add this Person to all available equipment. To
add this Person to multiple equipment instances,
specify each of the equipment instance names
you want to add this person to, separating each
equipment instance with a ";"(semi-colon)
character.
FirstName
SNC
Yes
The first name of the person.
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Column Name
Data
Type
Required? Description
LastName
SNC
Yes
The last name of the person.
LoginName
SNC
Yes
The peripheral login name for the person.
PassPhrase
Password Yes
The peripheral login password for the person.
Note
When uploading Person records to a location where both Unified CCE and
Unified CM resources exist, the Person will be attached to all pieces of
equipment unless the equipment field is set in the bulk load template.
6.5.7
Bulk Upload Agent Template
This table shows the columns required when bulk loading Agents.
Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns".
Column Name
Data
Type
Required? Description
DepartmentMember
SNC
No
DefaultSkillGroup
Enterprise No
Name
The default skill group to be used when
the skill group routing is not available.
This skill group will be automatically
included in the SkillGroupMember field
if it is not already present.
Peripheral
Number
Numeric
Yes
The service number as known at the
peripheral. Autogenerated if not
supplied.
Peripheral
Name
SNC
No
The name identifying the agent on the
associated peripheral.
Supervisor
Boolean
No
Indicates whether the agent is a
supervisor. This will not create a Unified
CCMP user, as this is a future feature,
however it enables you to bind this agent
to a domain login name.
The department that this item belongs to.
This field is only valid if the tenant is
associated with a Unified CCE instance
running Unified CCE version 10.0 or
later. Otherwise, an error will be
reported if this field is present.
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Column Name
Data
Type
Required? Description
AgentState
Trace
Y/N
No
DomainLogin
Name
NETBIOS If Agent is The login name for the domain user this
Login
a supervisor Agent is associated with. This will often
Name
be of the form <domain>\<username>
DomainUser
Name
NETBIOS If Agent is The username of the domain user this
Username a supervisor Agent is associated with. In the above
Domain Login example, this would be
simply <username>
Peripheral
Member
Enterprise Yes
Name
The Peripheral to assign this Agent to.
AgentDesktop
Member
Enterprise No
Name
The Desktop this Agent will use.
PersonMember
Login
Name
The Person that this Agent represents.
AgentTeamMember
Enterprise No
Name
The team this agent belongs to. The team
must be on the same Peripheral
otherwise provisioning will fail. This
column may also be subject to capacity
limitations. For example, there may only
be so many agents allowed in a team and
that team has already reached its
capacity.
SkillGroupMember
Enterprise No
Name
The skill group or skill groups this agent
belongs to. The skill groups must be on
the same Peripheral otherwise
provisioning will fail. To specify
multiple skill groups, separate each skill
group with a semi-colon (;) character.
PrecisionAttributeMember -
6.5.8
Yes
No
Indicates whether the software collects
agent state trace data for the agent.
The attributes that this agent has and the
values of each.Assign values using "="
and separate multiple attributes with a
semi-colon (;).For example, Spanish=5;
MortgageTraining=True for an agent
with a proficiency of 5 inSpanish and
who is trained in mortgages.
Bulk Upload Agent Desktop Template
This table shows the columns required when bulk loading Agent Desktops.
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Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns".
Column Name
Data
Type
DepartmentMember SNC
Required? Description
No
The department that this item belongs to. This
field is only valid if the tenant is associated with
a Unified CCE instance running Unified CCE
version 10.0 or later. Otherwise, an error will be
reported if this field is present.
WrapupData
IncomingMode
Numeric No
Indicates whether the agent is allowed or
required to enter wrap-up data after an incoming
call.
0: Required
1: Optional
2: Not allowed
If not supplied, defaults to 1.
WrapupData
OutgoingMode
Numeric No
Indicates whether the agent is allowed or
required to enter wrap-up data after an outgoing
call.
0: Required
1: Optional
2: Not allowed
If not supplied, defaults to 1.
WorkModeTimer
Numeric No
The amount of time in seconds (1-7200) allocated
to an agent to wrap up the call.
If not supplied, defaults to 7200.
RemoteAgentType
Numeric No
Indicates how mobile agents are handled.
0: No remote access
1: Use call by call routing
2: Use nailed connection
3: Agent chooses routing at login
If not supplied, defaults to 0.
6.5.9
Bulk Upload Agent Team Template
This table shows the columns required when bulk loading Agent Teams.
Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns".
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Column Name
74
Data
Type
DepartmentMember SNC
Required? Description
No
The department that this item belongs to. This
field is only valid if the tenant is associated
with a Unified CCE instance running Unified
CCE version 10.0 or later. Otherwise, an error
will be reported if this field is present.
Peripheral
Member
Enterprise Yes
Name
The peripheral to assign this Agent Team to.
DialedNumber
Member
Enterprise No
Name
The dialed number to use for this Agent Team.
6.5.10
Bulk Upload Attributes Template
This table shows the columns required when bulk loading Precision Attributes.
Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns".
Column Name
Data Type
Required? Description
DepartmentMember SNC
No
The department that this item belongs
to. This field is only valid if the tenant
is associated with a Unified CCE
instance running Unified CCE version
10.0 or later. Otherwise, an error will
be reported if this field is present.
AttributeDataType
Numeric
Yes
Type of data to associate with
attribute. One of:
3: boolean (true or false only)
4: proficiency (a numeric range).
MinimumValue
Numeric
Yes, for
proficiency
data types
only.Null
otherwise.
Minimum value that the attribute can
have. Must be between 1 and 10.
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Column Name
Data Type
Required? Description
MaximumValue
Numeric
Yes, for
proficiency
data types
only.Null
otherwise.
DefaultValue
Boolean or
No
Numeric,
according to
AttributeDataType
6.5.11
Maximum value that the attribute can
have. Must be between 1 and 10.
Default value to be used when an
attribute is assigned to an agent if no
explicit value is specified.
Bulk Upload Call Type Template
This table shows the columns required when bulk loading Call Types.
Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns".
Column Name
Data
Type
DepartmentMember SNC
Required? Description
No
The department that this item belongs to. This
field is only valid if the tenant is associated with
a Unified CCE instance running Unified CCE
version 10.0 or later. Otherwise, an error will be
reported if this field is present.
ServiceLevelType
Numeric No
Indicates how the system software calculates the
service level for the skill group. If this field is 0,
Unified CCE uses the default for the associated
Peripheral/MRD pair.
Valid numbers are as follows:
0 or blank: Use Default
1: Ignore Abandoned Calls
2: Abandoned Call Has Negative Impact
3:Abandoned Call Has Positive Impact.
ServiceLevel
Threshold
Numeric No
The service level threshold, in seconds, for the
service level. If this field is negative, the value
of the Service Level Threshold field in the
Peripheral table is used.
6.5.12
Bulk Upload Departments Template
There are no extra columns required when bulk loading Departments.
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Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns".
6.5.13
Bulk Upload Dialed Number Template
This table shows the columns required when bulk loading Dialed Numbers.
Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns".
Column Name
Data Required? Description
Type
DepartmentMember SNC
No
The department that this item belongs to. This field
is only valid if the tenant is associated with a
Unified CCE instance running Unified CCE version
10.0 or later. Otherwise, an error will be reported if
this field is present.
Dialednumber
SNC
Yes
The string value by which the Agent/IVR Controller
identifies the Dialed Number.
RoutingClient
Member
SNC
Yes
The name of the routing client (such as NIC or PG)
that this number should use to submit routing
requests to the Unified CCE.
MediaRouting
DomainMember
SNC
Yes
The name of the media routing domain.
6.5.14
Bulk Upload Enterprise Skill Group Template
This table shows the columns required when bulk loading Enterprise SkillGroups.
Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns".
Column Name
Data
Type
DepartmentMember SNC
SkillGroupMember
Required? Description
No
Enterprise No
Name
The department that this item belongs to. This
field is only valid if the tenant is associated
with a Unified CCE instance running Unified
CCE version 10.0 or later. Otherwise, an error
will be reported if this field is present.
The skill group or skill groups associated with
this enterprise skill group. The skill groups must
be on the same Peripheral otherwise
provisioning will fail. To specify multiple skill
groups, separate each skill group with a semicolon (;) character.
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77
Bulk Upload Folders Template
This table shows the columns required when bulk loading Folders.
Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns"
Note
Folders do not use the Enterprise Name, Effective To or Effective From global
columns.
Column Data
Name
Type
Required? Description
Security
No
CSS
Styled
List
Allows you to set security on the folder you upload. See
below for an example of the syntax for this field.
Security Field Example
DOS-styled syntax example:
<USERNAME>:<ROLENAME>;<USERNAME>:<ROLENAME>[:<MULTIPLEROLENAMES>]
This is an example of what can be put into the Security field in the agent CSV file:
A single user with a single role
Administrator:Advanced Users
A single user with more than one role
Administrator:Advanced Users:Supervisors
Multiple users
Administrator:Advanced Users:Supervisors;User1:Basic Users
Users are separated by semicolons. Users are separated from roles by colons.
This is similar to CSS syntax except that a user can have multiple roles.
Note
Group permissions on a folder cannot be set during bulk upload.
6.5.16
Bulk Upload Label Template
This table shows the columns required when bulk loading Labels.
Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns".
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Column
Name
Data Required? Description
Type
RoutingClient SNC
Member
6.5.17
78
Yes
The name of the routing client (such as NIC or PG) that
this number should use to submit routing requests to the
Unified CCE.
Bulk Upload Network VRUScripts Template
This table shows the columns required when bulk loading Network VRUScripts.
Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns".
Column Name
Data
Type
DepartmentMember SNC
Required? Description
No
The department that this item belongs to. This
field is only valid if the tenant is associated with
a Unified CCE instance running Unified CCE
version 10.0 or later. Otherwise, an error will be
reported if this field is present.
VRUSCriptName
SNC,
Yes
plus
commas
(,)
Up to 39 characters. This is a composite string
identifying the micro-application to run, the name
of the associated media file (if applicable) and
any options that need to be specified for that
micro-application.
Timeout
Numeric Yes
The number of seconds to wait for a response
after the script starts executing.
Network
VruMember
SNC
The network VRU to associate with this
NetworkVRUScript.
6.5.18
Yes
Bulk Upload Precision Queues Template
This table shows the columns required when bulk loading Precision Queues.
Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns".
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Column Name
Data
Type
Required? Description
DepartmentMember
SNC
No
The department that this item belongs to. This
field is only valid if the tenant is associated
with a Unified CCE instance running Unified
CCE version 10.0 or later. Otherwise, an
error will be reported if this field is present.
Steps
Yes
Specification of the steps in this precision
queue. See below for syntax of this field.
AgentOrdering
Numeric Yes
The way to choose an agent to handle the call
if more than one agent satisfies the precision
queue criteria. One of:
1:agent that has been available the longest
2:most skilled agent
3:least skilled agent
ServiceLevelThreshold Numeric Yes
The service level threshold, in seconds, for
allocating the call to a suitable agent using the
rules in the precision queue. 0 to 2147483647
ServiceLevelType
Indicates how to handle abandoned calls in
service level calculations.One of:
1:ignore abandoned calls
2: abandoned calls have negative impact (that
is, exceed the service level threshold)
3:abandoned calls have positive impact (that
is, meet the service level threshold)
6.5.18.1
Numeric No
Syntax for Precision Queue Steps
The Precision Queue Steps field consists of one or more steps. Each step is broken
down into several parts. The parts are
The ConsiderIf Condition (optional). If present, this specifies the
circumstances to which the step applies. For example, a step might only
apply if there has been a higher than usual number of unanswered calls that
day.Do not specify aConsiderIf condition for the last step in a Precision
Queue.
The condition expressions (always required for each step). This specifies
the attributes an agent must have to receive the call. It may be a simple
comparison, or it may involve multiple comparisons linked by and or or.
For example, the condition expressions might specify an agent who can
speak Spanish, and is trained to sell mortgages and is based in London.
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The WaitTime (optional). Specifies the amount of time in seconds to wait
before moving on to the next step if the conditions in this step cannot be met.
For example, a wait time value of 20 would mean that if no agent matching
the conditions for that step was available at the end of 20 seconds, the next
step would be considered. If a wait time is not specified then a default of 0 is
used. Do not specify a wait time for the last step in a Precision Queue.
To build the Steps field from these components, separate the parts of each step
with a colon (:) and separate each step with a semi-colon (;). Do not add a semicolon at the end of the last step.
The example below shows a Steps field with three steps, The first step has a
WaitTime expression and the condition expression. The second has a ConsiderIf
expression and a WaitTime expression as well as the condition expression. The
third step is the last step, so can only have a condition expression.
Step 1
Specify the time in seconds to wait for the conditions in the step to be met. This
ends with a colon as it is part of the step.
WaitTime=10:
Specify the condition expression to be used. This ends with a semi-colon as it is
the end of the step, and another step follows it.
Spanish >= 5 && MortgageTrained == True && Location == London;
Step 2
Specify the circumstances to consider this step. This ends with a colon as it is part
of the step.See the note below for the syntax for the ConsiderIf statement.
ConsiderIf=TestforSituation:
Specify the time in seconds to wait for the conditions in the step to be met. This
ends with a colon as it is part of the step.
WaitTime=20:
Specify the condition expression to be used. This ends with a semi-colon as it is
the end of the step, and another step follows it.
Spanish >= 5 && MortgageTrained == True;
Step 3
Specify the condition expression to be used if the previous steps have all failed.
This has no semi-colon at the end as it is the final step.
(Spanish >= 5) || (Spanish >=3 && MortgageTrained == True)
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Notes
In the example above the Step field has been separated into sections so you can
see how it is constructed. When used in a bulk upload script, enter it as a single
string in the same record as the other PrecisionQueue fields.
The ConsiderIf part of the test is not parsed by Unified CCMP but is passed
directly to Unified CCE. For more information about the syntax of ConsiderIf
expressions, see the Unified CCE documentation at
http://docwiki.cisco.com/wiki/Precision_Routing_Release_9.0(1).
In the condition expression, you can use the following
for joining conditions && (AND) or || (OR)
for comparisons of Boolean attributes == (is equal to) or != (is not equal to)
for comparisons of proficiency attributes, == (is equal to), != (is not equal
to), < (is less than). <= (is less than or equal to), > (is greater than) >= (is
greater than or equal to).
6.5.19
Bulk Upload Skill Group Template
This table shows the columns required when bulk loading Skill Groups.
Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns".
Column Name
Data
Type
Required? Description
DepartmentMember SNC
No
The department that this item belongs to. This
field is only valid if the tenant is associated
with a Unified CCE instance running Unified
CCE version 10.0 or later. Otherwise, an error
will be reported if this field is present.
PeripheralNumber
Numeric
No
The service number as known at the peripheral.
If not supplied, an auto-generated number is
used.
PeripheralName
SNC
No
The name of the Peripheral as it is known on
the site.
AvailableHoldOff
Delay
Numeric
No
The value for this Skill Group instead of using
the one associated with this peripheral.
Priority
Numeric
No
The routing priority for the skill. This should be
set to 0.
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Column Name
Data
Type
Required? Description
Extension
Numeric
No
The extension number for the service (used by
Lucent DEFINITY ECS).
IPTA
Y/N
No
Indicates whether the Unified CCE picks the
agent.
ServiceLevel
Threshold
Numeric
No
The service level threshold, in seconds, for the
service level. If this field is negative, the value
of the Service Level Threshold field in the
Peripheral table is used.
ServiceLevelType
Numeric
No
Indicates how the system software calculates
the service level for the skill group. If this field
is 0, Unified CCE uses the default for the
associated Peripheral/MRD pair.
Possible values: 0 = Use Default; 1 = Ignore
Abandoned Calls; 2 = Abandoned Call Has
Negative Impact; 3 = Abandoned Call Has
Positive Impact.
DefaultEntry
Numeric
No
Normal entries are 0 (zero). Any records with a
value greater than 0 are considered a default
skill group for configuration purposes. Records
having a value of 1 are used by Unified CCE as
the default target skill group.
PeripheralMember
Enterprise Yes
Name
The peripheral to assign this skill group to.
RouteMember
SNC
No
The Routes associated with this skill group. To
supply a list of routes, separate the routes in the
list with a semi-colon (;).
Note: The specified route or routes must not
already exist. They will be created as part of
the bulk upload of the skill group.
MediaRouting
DomainMember
Numeric
Yes
The Media Routing Domain. This cannot be
changed after skill group upload.
6.5.20
Bulk Upload User Variable Template
This table shows the columns required when bulk loading UserVariables.
Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns".
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Column
Name
Data
Type
83
Required? Description
ObjectType Numeric Yes
6.5.21
A number indicating the type of object with which to
associate the variable. You may choose not to associate
the user variable with an object by selecting 31 (User
Variable). Valid numbers are as follows:
1: Service
2 : Skill Group
7 : Call Type
8 : Enterprise Service
9 : Enterprise Skill Group
11 : Dialed Number
14 : Peripheral
16 : Trunk Group
17 : Route
20 : Master Script
21 : Script Table
29 : Application Gateway
31 : User Variable
Bulk Upload Users Template
This table shows the columns required when bulk loading Users.
Columns that are common to many resources are described in section 6.5.5
"Global Bulk Upload Columns".
Note
Users use only the Path and Description global columns from the Global
Template.
Column Name Data
Type
Required? Description
LoginName
SNC
Yes
Password
Password Yes
The password for the new user account
AdvancedMode
Boolean
No
Determines if the user is advanced or not
FirstName
SNC
No
The first name of the user
LastName
SNC
No
The last name of the user
No
Determines if after the initial logon the user should
be prompted to reset their password
ChangePassword Boolean
OnNextLogon
The login name of the user that will be used for
application logon.
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Column Name Data
Type
Required? Description
PasswordNever
Expires
Boolean
No
Determines if the password for this user will ever
expire
HomeFolder
Path
No
The folder path to the folder which will be used as
the users home folder
CreateNewUser
Folder
Boolean
No
Determines whether a new folder should be
created for the user home folder in the HomeFolder
location
Groups
Group
Name(s)
No
A semi colon separated list of group names
(including their path) to which the user will be
added. Since group names are not unique the path
must be also specified for example,
/Folder1/Admins;/Folder2/Admins
6.6
Item Merge
6.6.1
About Merging
The Merge function allows items from multiple pieces of equipment to be
combined into one single item. By merging items together common properties may
be provisioned in one single place, reducing the time involved with creating and
updating resource items.
6.6.2
Merging Items
6.6.2.1
Overview
The Merge function is accessed using the Merge button in the Items panel of the
System Manager tool.
Note
The Merge function is only supported for Person items. You can use the Merge
function to merge a Unified CCE Person and a Unified CM End User to create a
single person.
6.6.2.2
Master Item
The master item is the item to which all other items will be merged into. The
master item may already be selected for you based on selections made in System
Manager before entering the page. The equipment that the item is currently
located on is shown in brackets after the item name.
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To select a new master item, click on a row in Selectable Items table.
6.6.2.3
Items to Merge
The Items to Merge section of the page displays the current list of items to be
merged into the master item. These items may already be selected for you based
on selections made in System Manager before entering the page.
To add an entry to the Items to Merge list you must first locate the item in the
Selectable Items sections of the page. Once the item is located, expand the row
using the cross to show a list of equipment which the item is located on. Select
which item equipment mappings you wish to merge into the master item by
selecting the check-boxes.
To remove an entry from the Items to Merge list, click the cross located next to
the item name.
6.6.2.4
Filter Options
You can filter the Selectable Items table using the Filter Options section of the
page. Enter part or all of an item name and press the Find button.
You can filter a search by a specific piece of equipment using the Filter by
Equipment drop-down box. You can search for an item across all pieces of
equipment by selecting the All Equipment option.
6.6.2.5
Merge
When you have selected one or more Items to Merge, select the Merge button to
merge the items into the Master Item. This will display a confirmation message
for you to check that the items being merged are correct. Press the Confirm button
to commit the changes.
6.7
System Search Folders
6.7.1
About System Search Folders
If you have a global role that includes the Browse Search Folders permission then
you may be able to see search system folders containing predefined searches in
the Folder Tree panel (more information about global roles, seesection 8.2.2
"About Global Roles"). System search folders may exist at root level, or in
subfolders, or in both locations.
By default, Unified CCMP is configured with these predefined searches, located
in Search Folders, immediately below the root folder:
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Awaiting Deletion: shows the user a flat list of all the items in the system
that they have permission to see and are currently at Awaiting Deletion
status.
Error: shows the user a flat list of all the items in the system that they have
permission to see and are currently at Error status.
Pending Active: shows the user a flat list of all the items in the system that
they have permission to see and are currently at Pending Active status.
Recently Modified: shows the user a flat list of all the items in the system
that they have permission to see and have been modified in the last hour.
Note
Depending on your system configuration, there may also be other search folders
containing customized searches at other locations in the hierarchy.
6.7.2
6.7.3
6.7.4
Viewing Search Details
1.
In the Folder Tree panel, click on Search Folders.
2.
In the Items panel (summary view) you will see a single summary entry
representing the searches in the folder. Click on the summary entry to show
the list of searches in the Items panel (list view).
3.
In the Items panel (summary view), click on a search to see the search
details in the Detail panel.
Running a Predefined Search
1.
To run a predefined search, in the Folder Tree panel, click on the + beside
Search Folders to expand it, and then click on the search folder that
contains the search you want to run. This runs the search.
2.
The Items panel displays a summary list of the item types that match the
search criteria. Click on an item type in the summary list to see the items of
that type that match the search criteria.
Refreshing the Search Results
Right click on a search and select refresh to refresh the search results.
6.7.5
Moving or Deleting Searches
The searches are predefined. You cannot move or delete searches using the
functionality in the Folder Tree panel or in the Items panel.
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87
Viewing or Editing Search Results
To view or edit the items returned in a search:
1.
In the Folder Tree panel, below Search Folders, identify the search you are
interested in.
2.
Next
either click on the search to see a summary view of the results in the
Items panel, and then click on a resource type to see a list of the items
of that type.
or click on a resource folder below the search to see a list view of the
resource items of that type in the Items panel.
3.
Click on an item in the Items panel to view the details for that item.
4.
Optionally, edit the item details, as required, and then click Save to apply
any changes, or Cancel to revert the changes.
Note
If you edit the item, you are editing the actual item, not just the search result.
6.7.7
Moving Items in Search Results
To move one or more items returned in a search:
1.
In the Folder Tree panel, below Search Folders, identify the search you are
interested in.
2.
Next,
either click on the search to see a summary view of the results in the
Items panel, and then click on a resource type to see a list of the items
of that type.
or click on a resource folder below the search to see a list of the items
of that type in the Items panel.
3.
Check the box or boxes of the item or items to be moved.
4.
Click the Move button.
5.
The Move the Current Items page will be displayed, showing the folder tree.
6.
Select the location in the folder tree to move the folder or folders to.
7.
Click Save.
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Notes
If you move an item, you are moving the actual item, not just the search result.
6.7.8
Deleting Items from Search Results
To delete one or more items returned in a search:
1.
In the Folder Tree panel, below Search Folders, identify the search you are
interested in.
2.
Next,
either click on the search to see a summary view of the results in the
Items panel, and then click on a resource type to see a list of the items
of that type.
or click on a resource folder below the search to see a list of the items
of that type in the Items panel.
3.
Check the box or boxes of the item or items to be deleted.
4.
Click Delete.
5.
At the confirmation message, click OK to start the deletion.
Notes
If you delete an item, you are deleting the actual item, not just the search result.
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7.1
About Resource Types
89
This chapter describes:
each resource type
how to create, edit and delete that resource type (as applicable)
other operations that can be performed on that resource
the fields that can be set for that resource, and what each field means.
7.2
Agents
7.2.1
About Agents and Supervisor Agents
7.2.1.1
Agents
An Agent is a person who handles customer contacts. In Unified CCE, each agent
can be a member of one or more skill groups. You can group agents into agent
teams, which associate each with a specific supervisor or supervisors.
Each agent record must be associated with a Person. During agent creation, you
can choose either to associate the agent with an existing person, or to create a
new person for that agent. Multiple agents can be associated with a single person,
should it be necessary (for example, someone who provides cover for teams on
different peripherals will need to be represented by a separate agent account on
each peripheral used).
You can use System Manager to create, edit, and delete agents, and to define
agent properties such as passwords, skill group associations, and desk settings.
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Note
In order to use non-voice applications agents must be enabled for non-voice use
via the administration interfaces for these multi-channel applications. Thus, while
you can create all of your new agent records using Unified CCMP, you will need
to use the administration interfaces of these non-voice applications to configure
agents for their use.
7.2.1.2
Supervisor Agents
A supervisor agent is an agent, often with a user account on Unified CCMP, who
can administer specific agents and agent teams. While a supervisor agent does not
have to be assigned to supervise a specific team, an agent must be a supervisor
agent to supervise a team.
A team supervisor may be a primary or secondary supervisor. A team may have
any number of secondary supervisors, but only one primary supervisor.
You can define an agent to be a supervisor agent by checking the Supervisor
check box.
Notes
If an agent is a supervisor agent, and if the associated Person has a Unified
CCMP user account, that user should be added to the Supervisors security group,
which allows users to edit agents and agent teams.
If an agent is a supervisor agent, then the agent must be associated with a domain
account before they can have attributes associated with them.
7.2.1.3
Agent Example
ExampleCorp has ten agents in its New York contact center, and five in San
Francisco. These agents are to be divided into three teams.
First, ExampleCorp creates two teams (Green and Blue) in New York, and one
(Red) in San Francisco. Then it creates five Persons in San Francisco and ten
Persons in New York, creates an Agent associated with each, and adds each
Agent to a team.
ExampleCorp wants the two teams in New York to be supervised by the same
senior supervisor agent. ExampleCorp therefore edits this agent to make her into a
supervisor agent, and adds her as a Primary Supervisor to both teams. An agent
can only be a member of a single team, however this supervisor supervises the
Blue Team without being a member of it.
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The user account of the Person associated with this supervisor agent is added to
the ExampleCorp_Supervisors user group.
A primary supervisor is also assigned to the Red Team.
ExampleCorp then assigns secondary supervisors. It decides that the senior
supervisor agent in New York should also be a secondary supervisor of the Red
Team in San Francisco. Since it is possible to have any number of secondary
supervisors for each team, this does not prevent them assigning a San Francisco
agent as secondary supervisor to this team as well.
See Figure 7.1 "Agent Teams Example" for a diagram of this scenario.
Figure 7.1
7.2.2
Agent Teams Example
Creating an Agent
To create an agent:
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the agent.
2.
In the Folder Tree panel, click Resource, and then click Agent.
3.
Enter a Name, and select a Peripheral and Person to associate the agent
with. You can choose either to associate the agent with an existing Person,
or to create a new Person for that agent as follows:
Select Existing Person. Select a person from the drop-down list, or
search for a specific person by typing a part of their name in the Search
box. The new agent will use the details specified in that Persons
Peripheral Login box to log on to their Agent Desktop.
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Create New Person. Enter the first name and last (or family) name for
the person, and fill in the details they will use to login to the peripheral.
The person will be automatically created and associated with the agent.
4.
Complete the remaining fields as described in section 7.2.7 "Agent Fields".
Active from and to dates can be set in the Advanced tab.
5.
Click Save.
Once you've created an agent, you can assign that user as the member of an Agent
Team, and to one or more Skill Groups.
Note
Multiple Agents may be associated with a single Person, if all Agents involved
are on different peripherals.
The peripheral login details cannot be edited once the agent has been created.
7.2.3
Adding an Agent to a Team
You can use the Agent Teams tab to change the team an agent is a member of
and, in the case of a supervisor agent, to set the agent as primary or secondary
supervisor for one or more teams.
Note
A supervisor agent does not need to be a member of a team to supervise it.
To add an agent to a team as either a supervisor or a member:
1.
In System Manager, go to the folder containing the agent you want to
update, and view the agents in that folder using the Items panel list view.
2.
In the Items panel, click on the agent you want to add to a team. The details
of this agent are displayed in the Details panel.
3.
In the Details panel, click on the Agent Teams tab. The upper box shows a
list of teams the agent is currently assigned to, and the lower box shows a
list of teams available in the current folder. You can see the agent teams in
other folders using the Selected Path drop-down folder list. The dates
between which each team is active are displayed, as is the primary
supervisor for that team.
4.
Select teams in the lower box and click on the Add button to add the agent to
them. They will automatically be moved into the upper box.
5.
Check the Member box if the agent is to be a member of the team. This box
should be checked in most cases.
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Note
An agent cannot be a member of more than one team, though a supervisor can
supervise multiple teams.
If the agent is a supervisor agent, you may choose to assign them as a
supervisor to that team. Select Primary Supervisor or Secondary
Supervisor from the drop-down list. A team can have multiple
secondary supervisors but only one primary supervisor.
Note
If you replace an existing primary supervisor, the replaced supervisor will
automatically become a secondary supervisor for that team.
You can remove the agent from a team by selecting the team (or
teams) in the upper box and clicking on the Remove button.
6.
7.2.4
Click Save.
Editing an Agent
To edit an agent:
1.
In System Manager, go to the folder containing the agent you want to edit,
and view the agents in that folder using the Items panel list view.
2.
In the Items panel, click on the agent you want to edit. The details of this
agent are displayed in the Details panel.
3.
In the Details panel, click on the appropriate tab and make the desired
changes.
Note
If you select the Person tab and edit the details for the associated person, then the
existing person record is updated when the agent changes are saved.
4.
7.2.5
Click Save.
Deleting an Agent
To delete one or more agents:
1.
In System Manager, go to the folder containing the agent or agents you want
to delete, and view the agents in that folder using the Items panel list view.
2.
In the Items panel, check the box or boxes of the agent or agents to be
deleted.
3.
Click Delete.
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In the Delete Agent dialog box, select OK. The agent or agents will be
deleted.
Notes
Deleting an agent or agent supervisor will automatically remove that agent from
any associated teams or skill groups, including multi-channel skill groups.
Deleting an agent or agent supervisor does not delete the associated person.
7.2.6
Bulk Uploading Agents
In addition to creating agents one at a time, you can also bulk load agent records
previously output to a CSV (comma separated values) file. For more information
seesection 6.5.1 "About Bulk Upload".
7.2.7
Agent Fields
This table shows the tabs and fields available for the Agent resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Field
Description
Entry
Default
Name
A unique name for the
entry. This may be the
same as the login name,
last name or first name
fields. Your company may
specify a convention for
this field (such as <first
name>_<last name>) to
make it easier to identify
agents.
Unique. Up to 32
Null
characters, letters,
numbers, and
underscore characters
only. Must begin with
letter or number.
Yes
Description
A description of the
agent.
Up to 255 characters. Null
No
Path
Only shown when
resource is first created.
The location in the folder
tree where the resource is
to be created.
Click on the drop
down arrow to show
the folder tree, then
select the required
location.
Current location Yes
in folder tree
Peripheral
The peripheral to be used
for the agent.
Select from list.
Default
Peripheral
Required
Details Tab
Yes
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Field
Description
Entry
Default
Required
Create New
Person or
Select
Existing
Person
option
Only shown when
resource is first created.
The kind of person to
associate this agent with.
Create New Person: The
agent record is for a new
employee, or one who has
not previously existed as a
Person within Unified
CCMP.
Select Existing Person:
The person to be
associated with this agent
record already exists
within the system, for
example if the Person
record for a new
employee was created
before it was clear which
peripheral they would be
using.
Select one of the
options, and then
complete the
remaining fields for
that option as shown
below.
Create New
Person
Yes
Create New The person's first name.
Person >
First Name
Up to 32 characters.
Null
Yes
Create New The person's last name.
Person >
Last Name
Up to 32 characters.
Null
Yes
Create New A unique login name for
Person >
the person to allow them
Login Name to login to the peripheral.
Note: The Unified CCE
database is caseinsensitive in determining
whether a login name is
unique - for example, it
considers "joe_smith" and
"JOE_SMITH" to be the
same. Further, agent
login to agent desktop
software (such as CTI
OS) is not case-sensitive.
Unique. Up to 32
Null
characters, letters,
numbers, and
underscore characters
only. Must begin with
letter or number.
Yes
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Field
Description
96
Default
Required
Create New The password that the
Unique. At least five
Person >
person will use to log in to letters long. Longer
Password
the system.
passwords, including
numbers and other
characters, may be
required. Ask your
system administrator
for details.
Null
Yes
Create New Confirmation of the
Person >
password.
Confirm
Password
The same as for the
Password field. This
ensures that the
person is not
prevented from
logging in by
typographical errors
made when setting
his or her password.
Null
Yes
Select
Existing
Person >
List of
persons
Select the person
corresponding to this
agent.
First person in
list.
Yes
Type a partial name
to restrict the list of
available persons to
those which include
that name.
None (complete No
list of persons
shown).
List of available persons,
optionally filtered by the
search field.
Select
Optional search field to
Existing
filter results in list of
Person >
persons.
Search filter
Entry
Person Tab (not shown when creating an agent)
First Name
The person's first name.
Up to 32 characters.
Null
Yes
Last Name
The person's last name.
Up to 32 characters.
Null
Yes
Description
The persons description
Up to 255 characters. Null
No
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Field
Description
Login Name A unique login name for
the person associated with
this agent to allow them to
login to the peripheral.
Note: The Unified CCE
database is caseinsensitive in determining
whether a login name is
unique - for example, it
considers "joe_smith" and
"JOE_SMITH" to be the
same. Further, agent
login to agent desktop
software (such as CTI
OS) is not case-sensitive.
97
Entry
Default
Unique. Up to 32
Null
characters, letters,
numbers, and
underscore characters
only. Must begin with
letter or number.
Required
Yes
Login
Enabled
Check this box to allow
Check box.
the person associated with
the agent to log on to
peripheral
Checked.
No
Reset
Password
Check this box to reset
the password for the
person associated with
this agent.
Check box.
Unchecked.
No
Password
The new password that
the person uses to log in
to the system. Only shown
if Reset Password is
checked.
Unique. At least five
letters long. Longer
passwords, including
numbers and other
characters, may be
required. Ask your
system administrator
for details.
Null
Yes
Confirm
Password
Confirmation of the
changed password. Only
shown if Reset Password
is checked.
The same as for the
Password field. This
ensures that the
person is not
prevented from
logging in by
typographical errors
made when setting
his or her password.
Null
Yes
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Field
Description
98
Entry
Default
Required
Supervisor Tab
Supervisor
Check this box if an agent Check box.
is to be considered a
supervisor agent. This
does not require that they
supervise a team.
Unchecked
No
Associate
with
Domain
Account
Associates a supervisor
agent with an existing
domain account (the
account used to log onto
the network and to
WebView).
Note:The supervisor
agent must be associated
with a domain account
before they can have
attributes assigned to
them.
Unchecked
No
Check box.
Login Name The domain login name to Existing domain login Null
be used by the supervisor name. Select from list
agent.
of possibilities by
typing part of the
login name.
If
Associate
with
Domain
Account
checked
Agent Teams Tab
Agent
Teams
The supervisory teams
with which the agent is
associated.
Select from lower list Null
of available agent
teams and click Add
to include agent in the
checked teams. To
remove an agent from
an existing agent
team, select agent
team from upper list
and click Remove.
No
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Field
Description
99
Entry
Default
Required
Skill Groups Tab
Skill Group
The skill group or groups
of which the agent is a
member. Changes to an
agent's skill group
membership take place
immediately within the
agent's current session.
Select from lower list Null
of available skill
groups and click Add
to include the agent in
the selected skill
groups. To remove
the agent from an
existing skill group,
select from upper list
and click Remove.
To set the default
skill group for the
agent, firstly, ensure
that the agent is in the
required skillgroup as
above, then select the
Default check box
beside the skill group.
To revert the default
skill group for this
agent to the system
default, clear the
selected Default
check box.
No
Select from lower list Null
of available attributes
and click Add to
associate the agent
with the checked
attributes. To remove
an agent association
with an existing
attribute, select from
upper list and click
Remove.
To specify the value
for an attribute
associated with the
agent, select the
value from the drop
down list in the value
column.
No
Attributes Tab
Attribute
The attribute or attributes
associated with the agent.
Changes to an agent's
attribute association take
place immediately within
the agent's current
session.
Note:If the agent is a
supervisor agent, they
must be associated with a
domain account before
they can have attributes
assigned to them.
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Field
Description
100
Entry
Default
Required
Advanced Tab
Enterprise
Name
The name used to identify Unique. Up to 32
the agent within the
characters, letters,
system
numbers, and
underscore characters
only. Must begin with
letter or number.
Department
(Only shown for tenants
Select from the drop- None
associated with Unified
down list of available
CCE instances running
departments.
Unified CCE version 10.0
or later). The department
that this resource is
associated with.
Agent ID
The internal extension
number that can be used
to call the agent.
Agent
Desktop
The desktop settings to be Select from list of
associated with the agent. available agent
desktops.
Up to 18 numbers.
Auto-generated No
from the agent
name.
The system
reserves 5
characters for
tenant, 5
characters for
peripheral, 17
characters
taken from the
agent name, and
2 characters for
dimension type,
plus 3
separating dots.
No
Auto-generated. No
None
No
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Field
Description
Default
Required
State Trace
Enables the system to
Check box.
track the agent's state
transitions such as
Available or Talking. This
check box is dimmed by
default and must be made
available by a System
Administrator before it
can be used (using
Settings > Provisioning
Settings > Agent State
Trace Enabled).
Note: Cisco state that
tracking agent state data
puts additional load on
UCCE. Please consult the
Cisco documentation
before using this feature.
Unchecked
No
Active From The date from which the
Select date from
Date
agent will be active in the calendar.
system.
Current date
Yes
Active To
Date
Forever
No
The date after which the
agent should be deleted
from the system.
Entry
Either leave Forever
checked, or uncheck
Forever and select
date from calendar.
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Field
Description
102
Entry
Default
Required
Custom Data Tab
Key
The key for this custom
data item.
Unique. Up to 50
Null.
characters,
alphanumeric, period,
and underscore
characters only. Must
begin with
alphanumeric.
No
Value
The value to associate
with this key.
Up to 500 characters. Null
To add a new custom
data key-value pair,
complete both fields,
and click Add. You
can have a maximum
of ten custom data
key-value pairs.
To edit an existing
key-value pair, rest
the mouse briefly on
the entry, select the
edit icon ( ) and
make your
changes.Then select
the tick to confirm the
change, or the cross
to undo the change.
To delete an existing
key-value pair, rest
the mouse briefly on
the entry, select the
delete icon ( ), then
clickOKto confirm
the deletion.
Yes.
7.3
Agent Desktops
7.3.1
About Agent Desktops
Agent Desktops associate a set of permissions or characteristics with specific
agents. The settings are comparable to Class of Service settings on a PBX or
ACD. You assign Agent Desktops to each agent via the Agent record.
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When you create an Agent Desktop definition, you specify the amount of nonactive time after which an agent is automatically logged out, whether wrap-up is
required following incoming and outbound calls, the amount of time allocated for
wrap-up, and the method used for assist and emergency calls. You also specify
settings for the Re-route on No Answer feature.
Unified CCE ships with a system default AgentDesktop. New agent records are
automatically assigned this default unless you specify otherwise when creating an
agent.
You can use System Manager to create, edit, and delete Agent Desktops.
7.3.2
Creating an Agent Desktop
To create anAgent Desktop record:
7.3.3
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the Agent Desktop.
2.
In the Folder Tree panel, click Resource, and then click Agent Desktop.
3.
Enter unique name of up to 32 characters for the record. This name can use
alphanumeric characters, periods, and underscores.
4.
Complete the remaining fields as described in section 7.3.6 "Agent Desktop
Fields".
5.
Click Save.
Editing an Agent Desktop
To edit the details of an Agent Desktop:
7.3.4
1.
In System Manager, go to the folder containing the Agent Desktop you want
to edit, and view the Agent Desktops in that folder using the Items panel list
view.
2.
In the Items panel, click on the Agent Desktop you want to edit. The details
of this Agent Desktop are displayed in the Details panel.
3.
In the Details panel, click on the appropriate tab and make the desired
changes.
4.
Click Save.
Deleting an Agent Desktop
Note
You cannot delete an Agent Desktop if it is being referenced by an Agent record
or if it is the default desktop.
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To delete one or more Agent Desktops:
7.3.5
1.
In System Manager, go to the folder containing the Agent Desktops you
want to delete, and view the Agent Desktops in that folder using the Items
panel list view.
2.
In the Items panel, check the box or boxes of the Agent Desktops to be
deleted.
3.
Click Delete.
4.
In the Delete Folder dialog box, click OK. The Agent Desktops will be
deleted.
Bulk Uploading Agent Desktops
In addition to creating Agent Desktops one at a time, you can also bulk load Agent
Desktop records previously output to a CSV (comma separated values) file. For
more information seesection 6.5.1 "About Bulk Upload".
7.3.6
Agent Desktop Fields
This table shows the tabs and fields available for the AgentDesktop resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Field
Description
Entry
Default
Name
A unique name for the
record.
Unique. Up to 32
Null
characters, alphanumeric,
period, and underscore
characters only. Must begin
with alphanumeric.
Yes
Path
Only shown when
resource is first created.
The location in the folder
tree where the resource is
to be created.
Click on the drop down
arrow to show the folder
tree, then select the
required location.
Current
location in
folder tree
Yes
Ring no
answer
time
The maximum number of
seconds a call will to ring
at the agents station
before being redirected.
This can be from 1 to 120
seconds (2 minutes).
1 to 120
Null
No
Required
Details Tab
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Field
Description
Entry
Ring no
answer
dialed
number
Identifies the dialed
Select from list
number for a new re-route
destination in the case of
a ring no answer. The
selection list consists of
the dialed numbers
configured for the system.
Default
Required
Null
No
Logout
The number of seconds
non-activity during which the agent
time
has been in the not ready
state and inactive that the
system will wait before
logging out the agent. A
blank entry will disable
the timer.
10 to 7200
Null
No
Incoming
work mode
Indicates whether the
agent is allowed or
required to enter work
mode after an incoming
call.
Select from list.
Required
Yes
Outgoing
work mode
Indicates whether the
agent is allowed or
required to enter work
mode after an outgoing
call.
Select from list.
Required
Yes
Wrap-up
time
The amount of time in
seconds allocated to an
agent to wrap up the call.
1 to 7200
7200
Yes
Assist call
method
Indicates whether to use a Select from list.
consultative call or a blind
conference call for the
supervisor assistance
request.
None.
No
Emergency Indicates whether to use a Select from list.
call method consultative call or a blind
conference call for an
emergency call request.
None
No
Recording
Mode
None
No
Specifies whether calls
are routed through the
Peripheral Interface
Manager (PIM)
Select from list
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Field
Description
106
Entry
Default
Required
Remote
Indicates how mobile
Agent Type agent call routing is
handled.
Select from list. One of
Local Only Yes
Local Only: mobile
agent call routing is not
required.
Call by Call
Routing:the mobile
agent is called
individually for each
call.
Nailed Connection
Routing: the mobile
agent is called at login
and remains connected
until log off.
Agent Chooses At
Login: the mobile agent
can choose the one of
the two mobile agent
call routing types at
login.
For information about
configuring mobile agents,
see Administration Guide
for Cisco Unified Contact
Center Management Portal.
Description A description of the
desktop.
Up to 255 characters.
Null
Checked or Unchecked
Unchecked No
Idle reason Indicates the agent must
required
enter a Not Ready reason
before entering the Idle
state.
Checked or Unchecked
Unchecked No
Logout
reason
required
Checked or Unchecked
Unchecked No
No
Details Tab > Miscellaneous
Auto
answer
Indicates calls to the
agent are automatically
answered.
Indicates the agent must
enter a reason before
logging out.
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Field
Description
Entry
Default
Auto
record on
emergency
Specifies that a record
Checked or Unchecked
request (a request to
record the call) is
automatically sent when
an emergency call request
starts.
Unchecked No
Silent
Monitor
Audible
Indication
Specifies whether to
Checked or Unchecked
indicate that silent
monitoring has begun by a
click.
Unchecked No
Silent
Monitor
Warning
Message
Specifies whether to
Checked or Unchecked
indicate that silent
monitoring has begun with
a message box on the
agents desktop.
Unchecked No
Available
after
Incoming
Whether the agent is to be Checked or Unchecked
automatically considered
available after handling an
incoming call.
Unchecked No
Available
after
Outgoing
Whether the agent is to be Checked or Unchecked
automatically considered
available after handling an
outgoing call.
Unchecked No
Remote
Login
Without
Desktop
Allows the agent to log in
to the contact center
without using an agent
desktop
Checked or Unchecked
Unchecked No
Select one or more from
International, National,
Local private network,
Operator assisted, PBX,
Agent to Agent, Non ACD
Calls, Initiate Supervisor
Calls Allowed.
Unchecked No
Required
Details Tab > Outbound Access
Outbound
Access
For deployments where
agents can make outbound
calls, determines the type
of outbound calls they can
make.
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Description
108
Entry
Default
Required
Agent Tab
Agents
The agents with which the Select from lower list of
Null
desktop is associated.
available agents and click
Add to include the checked
agents in this desktop. To
remove existing agents from
this desktop, select from
upper list and click
Remove.
No
Advanced Tab
Enterprise
Name
The name used to identify Unique. Up to 32
the desktop within the
characters, letters, numbers,
system.
and underscore characters
only. Must begin with letter
or number.
Autogenerated
from the
name.
No
Department (Only shown for tenants
Select from the drop-down
associated with Unified
list of available
CCE instances running
departments.
Unified CCE version 10.0
or later). The department
that this resource is
associated with.
None
No
Active
From Date
The date from which the
desktop will be active
within the system.
Select date from calendar.
Current
date
Yes
Active To
Date
The date after which the
desktop will be deleted
from the system.
Either leave Forever
checked, or uncheck
Forever and select date
from calendar.
Forever
No
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Description
109
Entry
Default
Required
Custom Data Tab
Key
The key for this custom
data item.
Unique. Up to 50
Null.
characters, alphanumeric,
period, and underscore
characters only. Must begin
with alphanumeric.
No
Value
The value to associate
with this key.
Up to 500 characters.
Null
To add a new custom data
key-value pair, complete
both fields, and click Add.
You can have a maximum
of ten custom data keyvalue pairs.
To edit an existing keyvalue pair, rest the mouse
briefly on the entry, select
the edit icon ( ) and make
your changes.Then select
the tick to confirm the
change, or the cross to undo
the change.
To delete an existing keyvalue pair, rest the mouse
briefly on the entry, select
the delete icon ( ), then
clickOKto confirm the
deletion.
Yes.
7.4
Agent Teams
7.4.1
About Agent Teams
An agent team is a group of individuals that can be managed by a supervisor.
Agents are assigned to agent teams individually. When configuring agent teams,
be aware of the following rules:
An agent can be a member of only one agent team (or of no teams).
An agent team can have only one Primary Supervisor.
A supervisor can be a supervisor of any number of agent teams.
A supervisor for an agent team can also be a member of that agent team.
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You can use System Manager to create, edit, and delete agent teams, and to
assign agents and supervisors to a team.
7.4.2
Creating an Agent Team
To create an agent team:
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the agent team.
2.
In the Folder Tree panel, click Resource, and then click Agent Team.
3.
Enter a unique name for the team.
4.
Complete the remaining fields as described in section 7.4.6 "Agent Team
Fields".
5.
To assign agents to the team, check the boxes of one or more agents in the
Agents tab, and click on Add above the list.
Note
The Selected Path drop-down opens up a folder tree so that you can also select
agents from other folders to add to the team.
6.
Once an agent is added to the team, you must also check their Member box
to make them a member of the team. This is because it is possible to be
involved with a team without being a member, by supervising it.
7.
If an agent is a supervisor, a drop-down list appears in the right-hand
column. You can use this to specify whether the agent has a supervisory role
for this particular team.
Note
A team may have multiple secondary supervisors, but only one primary
supervisor. If you replace an existing primary supervisor, the replaced supervisor
will automatically become a secondary supervisor for that team.
8.
7.4.3
Click Save.
Editing an Agent Team
To edit an agent team:
1.
In System Manager, go to the folder containing the agent team you want to
edit, and view the agent teams in that folder using the Items panel list view.
2.
In the Items panel, click on the agent team you want to edit. The details of
this agent team are displayed in the Details panel.
3.
Click through the tabs and edit the fields you want to change.
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4.
To remove agents from a team, click on the Agents tab and check the boxes
of the agents you wish to remove from the team. Click Remove.
5.
Click Save.
Deleting an Agent Team
To delete one or more agent teams:
7.4.5
1.
In System Manager, go to the folder containing the agent teams you want to
delete, and view the agent teams in that folder using the Items panel list
view.
2.
In the Items panel, check the box or boxes of the agent teams to be deleted.
3.
Click Delete.
4.
In the Delete Agent Teams dialog box, click OK. The agent teams will be
deleted.
Bulk Uploading Agent Teams
In addition to creating agent teams one at a time, you can also bulk load agent
team records previously output to a CSV (comma separated values) file. For more
information seesection 6.5.1 "About Bulk Upload".
7.4.6
Agent Team Fields
This table shows the tabs and fields available for the AgentTeam resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Field
Description
Entry
Default
Required
A unique name for the
record.
Unique. Up to 32 characters,
alphanumeric, period, and
underscore characters only.
Must begin with
alphanumeric.
Null
Yes
Up to 255 characters.
Null
No
Details Tab
Name
Description A description of the
team.
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Field
Description
Path
112
Entry
Default
Required
Only shown when
Click on the drop down arrow
resource is first created. to show the folder tree, then
The location in the folder select the required location.
tree where the resource
is to be created.
Current
location
in folder
tree
Yes
Peripheral
The peripheral to
associate with the team.
Select from list.
Default
Yes
peripheral
Supervisor
script
dialed
number
The dialed number
identifier for the agent
team.
Select from list.
None
No
Individual agents
associated with this
team.
Select from lower list of
available agents and click
Add to include the checked
agents in this agent team. To
remove existing agents from
this agent team, select from
upper list and click Remove.
Null
No
Agents Tab
Agents
Advanced Tab
Enterprise
Name
The name that will
Unique. Up to 32 characters,
represent the team within alphanumeric, period, and
the network
underscore characters only.
Must begin with
alphanumeric.
Department (Only shown for tenants
associated with Unified
CCE instances running
Unified CCE version
10.0 or later). The
department that this
resource is associated
with.
From
Yes
Name and
Peripheral
Select from the drop-down list None
of available departments.
Active
From Date
The date from which this Select date from calendar.
team must be active
within the network.
Current
date
Active To
Date
The date after which this Either leave Forever
Forever
team will be deleted
checked, or uncheck Forever
from the system.
and select date from calendar.
No
Yes
No
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Description
113
Entry
Default
Required
Null.
No
Custom Data Tab
Key
The key for this custom
data item.
Unique. Up to 50 characters,
alphanumeric, period, and
underscore characters only.
Must begin with
alphanumeric.
Value
The value to associate
with this key.
Up to 500 characters.
Null
To add a new custom data
key-value pair, complete both
fields, and click Add. You
can have a maximum of ten
custom data key-value pairs.
To edit an existing key-value
pair, rest the mouse briefly on
the entry, select the edit icon
( ) and make your
changes.Then select the tick
to confirm the change, or the
cross to undo the change.
To delete an existing keyvalue pair, rest the mouse
briefly on the entry, select the
delete icon ( ), then
clickOKto confirm the
deletion.
7.5
Attributes
7.5.1
About Attributes
Yes.
An attribute is some user-defined information that can be associated with an
agent. It defines the agents knowledge or experience in a particular area and the
level of that knowledge or experience. An attribute has a name, which identifies
the attribute, and a value, which indicates the level an agent has attained for that
attribute.
Attribute values can be:
boolean (the agent either has that attribute or does not have that attribute)
graded according to proficiency (the agent has attained a specific grade of
expertise in that attribute).
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Attributes are used in Precision Queues (seesection 7.20.1 "About Precision
Queues") to define rules for routing calls based on agent attributes.
You can use System Manager to create, edit and delete user-defined attributes and
to assign attributes to agents.
Note
Attributes can only be created on tenants that are associated with a Unified CCE
instance running Unified CCE version 9.0 or later.
7.5.1.1
Attribute Examples
An attribute called Mortgage_Training may be defined with a boolean value to
indicate whether an agent has been trained to sell mortgages. This attribute can
then be associated with a number of agents, and for each agent, the value of the
Mortgage Training attribute can be set to either True or False, depending on
whether the agent has had the training or not.
Another example could be an attribute called Spanish_Speaker with a proficiency
value to indicate how fluent the agent is in the Spanish language. If an agent does
not speak Spanish, then this attribute can be set to 1 (the lowest possible
proficiency value). If the agent is a native Spanish speaker, the attribute can be set
to 10 (the highest possible proficiency value). If the agent knows some Spanish but
is not very fluent, the attribute could be set to 5.
7.5.2
Creating an Attribute
To create an attribute:
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the attribute.
2.
In the Folder Tree panel, click Resource, and then click Attribute.
3.
Enter a unique name for the attribute.
4.
Complete the remaining fields as described in section 7.5.6 "Attribute
Fields".
5.
To assign agents to the attribute, on the Agents tab check the boxes of one or
more agents, and click on Add above the list. For each agent you add, click
on the drop-down arrow in the Value column to select the value of that
attribute for that agent.
Notes
1. The Selected Path drop-down at the top allows you to select agents from
other folders to associate with the attribute.
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6.
7.5.3
115
If you change the attribute type on the Details tab after you have assigned
attribute values to agents, a warning message will be displayed and all agent
attribute values will be reset to the default value for the new attribute type.
Click Save to create the attribute and assign it to the specified agents.
Editing an Attribute
To edit an attribute:
7.5.4
1.
In System Manager, go to the folder containing the attribute you want to
edit, and view the attributes in that folder using the Items panel list view.
2.
In the Items panel, click on the attribute you want to edit. The details of this
attribute are displayed in the Details panel.
3.
Click through the tabs and edit the fields you want to change.
4.
To remove an attribute from one or more agents, click on the Agents tab and
check the boxes of the agents you wish to remove the attribute from. Click
Remove.
5.
To change the attribute value associated with an agent, click on the
Agents tab, locate the agent you want modify, click on the drop down arrow
beside the attribute value and select the new value.
6.
Click Save.
Deleting an Attribute
Note
You cannot delete an attribute that is included in a Precision Queue. This
reference must be removed before the attribute can be deleted.
To delete one or more attributes:
1.
In System Manager, go to the folder containing the attributes you want to
delete, and view the attributes in that folder using the Items panel list view.
2.
In the Items panel, check the box or boxes of the attributes to be deleted.
3.
Click Delete.
4.
In the Delete Attributes dialog box, click OK. The attributes will be deleted.
Note
Deleting an attribute automatically removes the attribute association from any
agents that were associated with that attribute.
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Bulk Uploading Attributes
In addition to creating Attributes one at a time, you can also bulk load Attribute
records previously output to a CSV (comma separated values) file. For more
information see section 6.5.1 "About Bulk Upload".
7.5.6
Attribute Fields
This table shows the tabs and fields available for the Attribute resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Field
Description
Entry
Default
A unique name for the
attribute.
Unique. Up to 50
Null
characters, letters,
numbers, periods, and
underscore characters only.
Must begin with letter or
number.
Yes
Description A description of the
attribute.
Up to 255 characters.
Null
No
Path
Only shown when
resource is first
created. The location
in the folder tree where
the resource is to be
created.
Click on the drop down
arrow to show the folder
tree, then select the
required location.
Current
location in
folder tree
Yes
Data Type
The data type of the
attribute value.
Select from list. Values
Boolean
are:
Boolean: the value can
be True or False
Proficiency: the value
can be a whole number
between 1 and 10 (1 is
least proficient and 10 is
most proficient).
Default
Value
The default value to be
used when this
attribute is associated
with an agent.
Select from list
Required
Details Tab
Name
Yes
True (Boolean Yes
attributes) or 1
(proficiency
attributes)
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Field
Description
117
Entry
Default
Required
Null
No
Agents Tab
Agents
Agents associated with Select from lower list of
this attribute.
available agents and click
Add to associate this
attribute with the selected
agents. To remove this
attribute from existing
agents, select from upper
list and click Remove.
To specify the value for
this attribute associated
with a particular agent,
select the value from the
drop down list in the value
column.
Advanced Tab
Enterprise
Name
The name that will
represent the attribute
within the network
Unique. Up to 32
Autogenerated Yes
characters, alphanumeric,
period, and underscore
characters only. Must begin
with alphanumeric.
Department (Only shown for
Select from the drop-down
tenants associated with list of available
Unified CCE instances departments.
running Unified CCE
version 10.0 or later).
The department that
this resource is
associated with.
None
No
Active
From Date
The date from which
the attribute should be
active in the system
Select date from calendar.
Current date
Yes
Active To
Date
The date after which
the attribute should be
deleted from the
system
Either leave Forever
checked, or uncheck
Forever and select date
from calendar.
Forever
No
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Field
Description
118
Entry
Default
Required
Custom Data Tab
Key
Null.
The key for this custom Unique. Up to 50
characters,
alphanumeric,
data item.
period, and underscore
characters only. Must begin
with alphanumeric.
Value
The value to associate
with this key.
Up to 500 characters.
To add a new custom data
key-value pair, complete
both fields, and click Add.
You can have a maximum
of ten custom data keyvalue pairs.
To edit an existing keyvalue pair, rest the mouse
briefly on the entry, select
the edit icon ( ) and
make your changes.Then
select the tick to confirm
the change, or the cross to
undo the change.
To delete an existing keyvalue pair, rest the mouse
briefly on the entry, select
the delete icon ( ), then
clickOKto confirm the
deletion.
7.6
Call Types
7.6.1
About Call Types
7.6.1.1
Overview
Null
No
Yes.
A call type is a category of incoming routable task. Specific call types are
associated with Dialed Numbers. In this association, each call type has a schedule
that determines which routing script or scripts are active for that call type at any
time.
You can use System Manager to create, edit, and delete call types.
7.6.1.2
Call Types and Dialed Number Associations
There are two classes of call type/dialed number associations:
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Voice: Voice call type/dialed number combinations such as phone calls are
categorized by the dialed number (DN), caller-entered digits (CED), and
calling line ID (CLID). The CED and CLID can be optional, depending on
the call.
Non-voice: Non-voice type/dialed number combinations (such as e-mail and
text chat) are categorized by the Script Type Selector, Application String 1,
and Application String 2. Application String 1 and Application String 2 can
be optional, depending on the application.
7.6.1.3
Call Types and Routing Scripts
Because the call type determines which routing script is run for a call, the call
type defines call treatment.
In routing scripts you can change the call type at specific points in the script to
indicate that a transaction has been completed. For example, if the customer is
calling a bank and successfully checks his or her account balance using a SelfService script, you may want to change the call type to indicate that the account
balance transaction has completed and a new transaction has begun. You can also
change call type in a script to invoke a new routing script associated with that call
type. For example, if a call is not answered at an agent's desktop, you can change
the call type in the script to redirect the call to a different script designed for
Redirection on No Answer. The Redirection on No Answer script assigns a
different agent to handle the call.
7.6.2
Creating a Call Type
To create a call type:
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the call type.
2.
In the Folder Tree panel, click Resource, and then click Call Type.
3.
Enter a unique name of up to 32 characters for the call type. This can contain
alphanumeric characters, periods, and underscores only.
4.
Complete the remaining fields as described in section 7.6.5 "Call Type
Fields".
5.
Click Save.
Once you have created a call type you can reference it in a dialed number
configuration through Unified CCE.
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120
Deleting a Call Type
Note
You cannot delete the default call type.
To delete one or more call types:
1.
In System Manager, go to the folder containing the call types you want to
delete, and view the call types in that folder using the Items panel list view.
2.
In the Items panel, check the box or boxes of the call types to be deleted.
3.
Click Delete.
4.
In the Delete Call Types dialog box, click OK. The call types will be
deleted.
Note
Deleting a call type automatically removes it from any dialed number mappings
in which it is referenced.
7.6.4
Bulk Uploading Call Types
In addition to creating call types one at a time, you can also bulk load call type
records previously output to a CSV (comma separated values) file. For more
information seesection 6.5.1 "About Bulk Upload".
7.6.5
Call Type Fields
This table shows the tabs and fields available for the CallType resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Field
Description
Entry
Default
Required
A unique name for the
record.
Unique. Up to 32 characters,
alphanumeric, period, and
underscore characters only.
Must begin with
alphanumeric.
Null
Yes
Null
No
Details Tab
Name
Description An internal description of Up to 255 characters.
the record.
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Field
Description
Entry
Default
Required
Path
Only shown when
resource is first created.
The location in the folder
tree where the resource
is to be created.
Click on the drop down arrow
to show the folder tree, then
select the required location.
Current
location
in folder
tree
Yes
Bucket
Interval
The count of Answered
or Abandoned calls that
are used as intervals for
the Call Type
Select from list
System
Default
No
Service
level
threshold
Optionally, use to
indicate whether this call
type will use a service
level threshold other than
the system default.
Select from Use Global,
None, and Use Specified.
For Use specified, you must
also enter a number in
seconds between 0 and
2147483647.
Use
global
No
Service
level type
Optionally, use to
indicate how abandoned
calls should be factored
in calculating service
levels.
Select from Use global
setting, Ignore Abandoned
Calls, Abandoned Calls Have
Negative Impact, and
Abandoned Calls Have
Positive Impact.
Use
global
setting
No
Unique. Up to 32 characters,
alphanumeric, period, and
underscore characters only.
Must begin with
alphanumeric.
AutoNo
generated
from
Name
Advanced Tab
Enterprise
Name
The name that will
represent the Call Type
within the network.
Department (Only shown for tenants
associated with Unified
CCE instances running
Unified CCE version
10.0 or later). The
department that this
resource is associated
with.
Select from the drop-down list None
of available departments.
No
Active
From Date
Select date from calendar.
Yes
The date from which this
Call Type should be
active within the system
Current
date
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Field
Description
Entry
Default
Required
Active To
Date
The date after which this
Call Type should be
deleted from the system
Either leave Forever
checked, or uncheck Forever
and select date from calendar
Forever
No
Null.
No
Custom Data Tab
Key
The key for this custom
data item.
Unique. Up to 50 characters,
alphanumeric, period, and
underscore characters only.
Must begin with
alphanumeric.
Value
The value to associate
with this key.
Up to 500 characters.
Null
To add a new custom data
key-value pair, complete both
fields, and click Add. You
can have a maximum of ten
custom data key-value pairs.
To edit an existing key-value
pair, rest the mouse briefly on
the entry, select the edit icon
( ) and make your
changes.Then select the tick
to confirm the change, or the
cross to undo the change.
To delete an existing keyvalue pair, rest the mouse
briefly on the entry, select the
delete icon ( ), then
clickOKto confirm the
deletion.
7.7
Departments
7.7.1
About Departments
Yes.
A Department is a way of grouping related resources according to user-defined
business needs. You can create a department, then add various resources to it, to
reflect your particular organization.
The following resources can be added to a department:
Agents
Agent Desktops
Agent Teams
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Precision Attributes
Call Types
Dialed Numbers
Enterprise Skill Groups
Network VRU Scripts
Persons
Precision Queues
Services
Skill Groups
For example, you may create a department called Sales then include in it all the
Agents, Agent Teams, Call Types, Dialed Numbers and Skill Groups that relate to
the sales function. A resource can only be included in one department.
You can use System Manager to create, edit, and delete departments. To add a
resource to a department or remove a resource from a department, you must edit
the resource you want to add or remove, not the department.
Note
Department resources can only be created on tenants that are associated with a
Unified CCE instance running Unified CCE version 10.0 or later.
7.7.2
Creating a Department
To create a Department:
7.7.3
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the department.
2.
In the Folder Tree panel, click Resource, and then click Department.
3.
Enter a unique name of up to 32 characters for the Department. This must
consist of alphanumeric characters, periods, and underscores only.
4.
Complete the remaining fields as described in section 7.7.6 "Department
Fields".
5.
Click Save.
Editing a Department
To edit a Department:
1.
In System Manager, go to the folder containing the department you want to
edit, and view the departments in that folder using the Items panel list view.
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2.
In the Items panel, click on the department you want to edit. The details of
this department are displayed in the Details panel.
3.
Click through the tabs and edit the fields you want to change.
4.
Click Save.
Note
To add a resource to a department or remove a resource from a department, you
must edit the resource you want to add or remove, not the department.
7.7.4
Deleting a Department
Note
You cannot delete a Department that has any resources associated with it. All
resources must be removed from the department before it can be deleted.
To delete one or more departments:
7.7.5
1.
In System Manager, go to the folder containing the departments you want to
delete, and view the departments in that folder using the Items panel list
view.
2.
In the Items panel, check the box or boxes of the departments to be deleted.
3.
Click Delete.
4.
In the Delete Departments dialog box, click OK. The departments will be
deleted.
Bulk Uploading Departments
In addition to creating Departments one at a time, you can also bulk load
Department records previously output to a CSV (comma separated values) file.
For more information see section 6.5.1 "About Bulk Upload".
7.7.6
Department Fields
This table shows the tabs and fields available for the Department resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
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Field
125
Description
Entry
Default Required
A unique name for the
record.
Unique. Up to 32 characters,
alphanumeric, period, and
underscore characters only.
Must begin with
alphanumeric.
Null
Yes
Description A description of the record.
Up to 255 characters.
Null
No
Path
Click on the drop down
arrow to show the folder
tree, then select the required
location.
Current Yes
location
in folder
tree
Details Tab
Name
Only shown when resource
is first created. The location
in the folder tree where the
resource is to be created.
Advanced Tab
Enterprise
Name
The name that will
represent the Department
within the network.
Unique. Up to 32 characters,
alphanumeric, period, and
underscore characters only.
Must begin with
alphanumeric.
From
Name
Yes
Active
From Date
The date from which the
Department will be active
in the system.
Select date from calendar.
Current
date
Yes
Active To
Date
The date after which the
Department should be
deleted from the system.
Either leave Forever
Forever
checked, or uncheck
Forever and select date from
calendar.
7.8
Device Profiles
7.8.1
About Device Profiles
No
A device profile is a telephone template that a user can use to retain their specific
phone configuration across a number of different physical phones. A device profile
may be associated with more than one user allowing it to be shared by multiple
Unified CM users. A device profile may contain a number of directory number
mappings.
You can use System Manager to create, edit, and delete Unified CM extension
mobility device profiles.
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126
Creating a Device Profile
To create a device profile:
7.8.3
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the device profile.
2.
In the Folder Tree panel, click Resource, and then click Device Profile.
3.
On the Directory Numbers tab, optionally add directory numbers by checking
the boxes of numbers to add and clicking Add.
4.
On the Users tab, optionally add associated users that may use the device
profile by checking the boxes of those users and clicking Add.
5.
Complete the remaining fields as described in section 7.8.4 "Device Profile
Fields".
6.
Click Save.
Deleting a Device Profile
To delete one or more device profiles:
7.8.4
1.
In System Manager, go to the folder containing the device profiles you want
to delete, and view the device profiles in that folder using the Items panel list
view.
2.
In the Items panel, check the box or boxes of the device profiles to be
deleted.
3.
Click Delete.
4.
In the Delete Device Profiles dialog box, click OK. The device profiles will
be deleted.
Device Profile Fields
This table shows the tabs and fields available for the Device Profile resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
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Field
Description
Entry
A unique name
for the device
profile.
Unique. Up to 100 characters,
alphanumeric, period, and underscore
characters only.
Must begin with alphanumeric.
127
Default
Required
Details Tab
Name
Yes
Description An internal
Up to 128 characters.
description of the
device profile.
Null
No
Path
Current
location
in folder
tree
Yes
Only shown
Click on the drop down arrow to show
when resource is the folder tree, then select the required
first created. The location.
location in the
folder tree where
the resource is to
be created.
Directory Numbers Tab
Directory
Numbers
The lines to be
associated with
the device
profile.
To associate a directory number with Null
this device profile, select a directory
number from the lower list of available
directory numbers and click Add. To
remove a directory number association
from this device profile, select the
directory number from the upper list
and click Remove.
Index
The port on the
Number.
IP Phone that the
line is plugged
into.
No
Next in
No
sequence.
Users Tab
Users
The users to be
associated with
the device
profile.
To associate a user with this device
Null
profile, select a user from the lower
list of available users and click Add.
To remove a user association from this
device profile, select the user from the
upper list and click Remove.
No
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Field
Description
128
Entry
Default
Required
Unique. Up to 50 characters,
alphanumeric, period, and underscore
characters only.
Must begin with alphanumeric.
Current
date
Yes
Advanced Tab
Enterprise
Name
The name that
will represent the
device profile
within the
network.
Active
From Date
The date from
Select date from calendar.
which the device
profile will be
active in the
system.
Active To
Date
The date after
Either leave Forever checked, or
Forever
which the device uncheck Forever and select date from
profile should be calendar.
deleted from the
system.
No
Custom Data Tab
Key
The key for this
custom data
item.
Unique. Up to 50 characters,
alphanumeric, period, and underscore
characters only. Must begin with
alphanumeric.
Null.
Value
The value to
associate with
this key.
Up to 500 characters.
Null
To add a new custom data key-value
pair, complete both fields, and click
Add. You can have a maximum of ten
custom data key-value pairs.
To edit an existing key-value pair, rest
the mouse briefly on the entry, select
the edit icon ( ) and make your
changes.Then select the tick to
confirm the change, or the cross to
undo the change.
To delete an existing key-value pair,
rest the mouse briefly on the entry,
select the delete icon ( ), then
clickOKto confirm the deletion.
No
Yes.
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7.9
Dialed Numbers
7.9.1
About Dialed Numbers
129
A dialed number (DN) is the number a caller dials to initiate a call. It is sent as
part of the call detail information in the route request message sent from the
routing client. The Dialed Number plays an integral role in routing calls. Dialed
Numbers are required pieces of call types, which are used to identify the
appropriate routing script for each call. In addition to answered calls, Dialed
Numbers also need to be set up for ring on no answer, dialed number plan entries,
and for supervisor/emergency calls.
You can use System Manager to create, edit, and delete dialed numbers and
associate them with other resources such as Agent Desktops or Labels.
7.9.2
Creating a Dialed Number
To create a dialed number:
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the dialed number.
2.
In the Folder Tree panel, click Resource, and then click Dialed Number.
3.
Enter unique name of up to 32 characters for the Dialed Number. This must
consist of alphanumeric characters, periods, and underscores only.
4.
Complete the remaining fields as described in section 7.9.5 "Dialed Number
Fields".
5.
Click Add to specify the call types and other dialing information to be
associated with this dialed number.
Note
The order of the entries in the Dialed Number mapping table reflects the order in
which call types are processed for the Dialed Number.
6.
7.9.3
Click Save.
Deleting a Dialed Number
Note
You cannot delete a Dialed Number that is referenced in a script. This reference
must be removed before the Dialed Number can be deleted.
To delete one or more dialed numbers:
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130
1.
In System Manager, go to the folder containing the dialed numbers you want
to delete, and view the dialed numbers in that folder using the Items panel
list view.
2.
In the Items panel, check the box or boxes of the dialed numbers to be
deleted.
3.
Click Delete.
4.
In the Delete Dialed Numbers dialog box, click OK. The dialed numbers
will be deleted.
Bulk Uploading Dialed Numbers
In addition to creating dialed numbers one at a time, you can also bulk load dialed
number records previously output to a CSV (comma separated values) file. For
more information seesection 6.5.1 "About Bulk Upload".
7.9.5
Dialed Number Fields
This table shows the tabs and fields available for the Dialed Number resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Field
Description
Entry
Default
Required
A unique name for the
record.
Unique. Up to 32 characters,
alphanumeric, period, and
underscore characters only.
Must begin with
alphanumeric.
Null
Yes
Description A description of the
record.
Up to 255 characters.
Null
No
Path
Click on the drop down arrow Current
to show the folder tree, then
location
select the required location.
in folder
tree
Details Tab
Name
Only shown when
resource is first created.
The location in the folder
tree where the resource is
to be created.
Yes
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Field
Description
Dialed
Number
For voice MRD only, the
Up to 32 characters.
string value by which the
Agent/IVR Controller
identifies this Dialed
Number. This must be the
value the Agent/IVR
Controller uses for calls to
this number. For example:
8005551212
Permit
Indicates whether
Application Application Routing is
Routing
allowed
Entry
Check box.
Default
Required
Null
Yes
Disabled No
Routing
Client
The routing client (such as Drop-down list.
NIC or PG) that this
Cannot be edited after dialed
number should use to
number has been created.
submit routing requests to
the Unified CCE
First in
list
Yes
Media
Routing
Domain
A description of how
contact is made
Cisco_
Voice
Yes
Select from a drop-down list.
Cannot be edited after dialed
number has been created.
Agent Desktops Tab
Agent
Desktops
The Agent Desktops
Select from lower list of
Null
associated with this Dialed available agent desktops and
Number.
click Add to associate the
checked agent desktops with
this dialed number. To
remove an agent desktop
association from this dialed
number, select from upper list
and click Remove.
No
Agent Teams Tab
Agent
Teams
The Agent Teams
Select from lower list of
Null
associated with this Dialed available agent teams and
Number.
click Add to associate the
checked agent teams with this
dialed number. To remove an
agent team association from
this dialed number, select
from upper list and click
Remove.
No
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Field
132
Description
Entry
Default
The Labels associated
with this Dialed Number.
Select from lower list of
Null
available labels and click
Add to associate the checked
labels with this dialed
number. To remove a label
association from this dialed
number, select from upper list
and click Remove.
No
The Call Types associated Either click:
Null
with this Dialed Number.
Add to add a details for a
These specify onward
new call type
routing for certain calls.
The call types are listed in or select an existing call type
from list and click:
priority order.
Edit to edit existing call
type details
Remove to delete existing
call type details
The Call Type dialog box is
displayed.
Note: You can select a call
type from the list then click
Up Arrow ( ) to move the
call type up the priority list or
click Down Arrow ( ) to
move the call type down the
priority list.
No
Required
Labels Tab
Labels
Call Types Tab
Call Types
Call Types Tab > Call Type dialog box
Call Type
The call type for this call
type routing.
Select from list.
First in
list
Yes
Calling
Line ID
The calling line
identification (CLID) to
associate with this call
type and routing.
Select one of the options.
All: route all calls
Region: route all calls from
specified region
Prefix: route all calls where
number starts with this prefix
Match: route calls from this
number only
All
Yes
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Field
Description
Entry
Default
Caller
Entered
Digits
The caller entered digits
(CED) to associate with
this call type and routing.
Select one of the options.
All
All: route all calls regardless
of CEDNone: route calls with
no CED.
CED: route calls with this
CED only.
If you choose None, you can
also optionally check one or
both of:
None Required: caller
wasnt asked for any CED
None Entered: caller was
asked for CED but didnt
respond
Yes
Unique. Up to 32 characters,
alphanumeric, period, and
underscore characters only.
Must begin with
alphanumeric.
Yes
Required
Advanced Tab
Enterprise
Name
The name that will
represent the Dialed
Number within the
network.
From
Name
Department (Only shown for tenants
associated with Unified
CCE instances running
Unified CCE version 10.0
or later). The department
that this resource is
associated with.
Select from the drop-down list None
of available departments.
No
Active
From Date
The date from which the
Dialed Number will be
active in the system.
Select date from calendar.
Yes
Active To
Date
The date after which the
Dialed Number should be
deleted from the system.
Either leave Forever
Forever
checked, or uncheck Forever
and select date from calendar.
Current
date
No
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Description
134
Entry
Default
Required
Null.
No
Custom Data Tab
Key
The key for this custom
data item.
Unique. Up to 50 characters,
alphanumeric, period, and
underscore characters only.
Must begin with
alphanumeric.
Value
The value to associate
with this key.
Up to 500 characters.
Null
To add a new custom data
key-value pair, complete both
fields, and click Add. You
can have a maximum of ten
custom data key-value pairs.
To edit an existing key-value
pair, rest the mouse briefly on
the entry, select the edit icon
( ) and make your
changes.Then select the tick
to confirm the change, or the
cross to undo the change.
To delete an existing keyvalue pair, rest the mouse
briefly on the entry, select the
delete icon ( ), then
clickOKto confirm the
deletion.
Yes.
Note
The Self Care tab is only shown for existing resources.It is not shown when the
resource is first created.
7.10
Directory Numbers
7.10.1
About Directory Numbers
A directory number is an extension line which is attached to an IP Phone.
You can use System Manager to create, edit, and delete directory numbers.
7.10.2
Creating a Directory Number
To create a Directory Number:
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1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the directory number.
2.
In the Folder Tree panel, click Resource, and then click Directory
Number.
3.
Select whether the number is contact center enabled.
4.
Complete the remaining fields as described in section 7.10.4 "Directory
Number Fields".
5.
Click Save.
Deleting a Directory Number
To delete one or more directory numbers:
7.10.4
1.
In System Manager, go to the folder containing the directory numbers you
want to delete, and view the directory numbers in that folder using the Items
panel list view.
2.
In the Items panel, check the box or boxes of the directory numbers to be
deleted.
3.
Click Delete.
4.
In the Delete Directory Numbers dialog box, click OK. The directory
numbers will be deleted.
Directory Number Fields
This table shows the tabs and fields available for the Directory Number resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Field
Description
Entry
Default
Required?
Details Tab
Name
A unique name for Unique. Up to 100
the record.
characters,
alphanumeric, period,
and underscore
characters only. Must
begin with
alphanumeric.
Null
Yes
Description
An internal
description of the
record.
Null
No
Up to 50 characters.
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Field
Description
Entry
Default
Required?
Path
Only shown when
resource is first
created. The
location in the
folder tree where
the resource is to
be created.
Click on the drop down
arrow to show the
folder tree, then select
the required location.
Current location Yes
in folder tree
Contact Center
Enabled
Determines
whether a Device
Target must be
created on the
Unified CCE for
this number.
Check box.
This check box must be
selected for:
any directory
number added using
a separate
provisioning system
any directory
number that will be
used by mobile
agents (for more
information, see
Administration
Guide for Cisco
Unified Contact
Center Management
Portal).
Unchecked
Select from the list of
Communications
Managers available for
the tenant.
Default
Yes
Communications
Manager
No
Advanced Tab
Communications The Cisco Unified
Manager
Communications
Manager to be
associated with
the Directory
Number.
Route Partition
The group of
Select from list.
numbers (such as
area codes or
internal numbers)
that this Directory
Number is to be
associated with.
Default
Peripheral
Yes
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Field
Description
Entry
Default
Automatically
Allocate a
Number Pattern/
Number Pattern
Whether to
automatically
allocate the
number to be used
for this Directory
Number.
Check box. Either leave Checked
box checked or clear to
enter number of 1-20
digits manually in the
Number Pattern text
box.
Active From
Date
The date from
Select date from
which the
calendar.
Directory Number
will be active in
the system.
Active To Date
The date after
which the
Directory Number
should be deleted
from the system.
Current date
Either leave Forever
Forever
checked, or clear
Forever and select date
from calendar.
Required?
Yes
Yes
No
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Description
138
Entry
Default
Required?
Unique. Up to 50
characters,
alphanumeric, period,
and underscore
characters only. Must
begin with
alphanumeric.
Null.
No
Custom Data Tab
Key
The key for this
custom data item.
Value
Up to 500 characters.
The value to
Null
associate with this To add a new custom
data key-value pair,
key.
complete both fields,
and click Add. You can
have a maximum of ten
custom data key-value
pairs.
To edit an existing keyvalue pair, rest the
mouse briefly on the
entry, select the edit
icon ( ) and make
your changes.Then
select the tick to
confirm the change, or
the cross to undo the
change.
To delete an existing
key-value pair, rest the
mouse briefly on the
entry, select the delete
icon ( ), then
clickOKto confirm the
deletion.
7.11
Enterprise Skill Groups
7.11.1
About Enterprise Skill Groups
Yes.
An Enterprise Skill Group is a logical grouping of skill groups joined together for
reporting purposes. Enterprise skill groups can include skill groups from different
media routing domains.
You can use System Manager to create, edit, and delete enterprise skill groups.
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Creating an Enterprise Skill Group
To create an enterprise skill group:
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the enterprise skill group.
2.
In the Folder Tree panel, click Resource, and then click Enterprise Skill
Group.
3.
Enter a unique name for the group.
4.
Complete the remaining fields as described in section 7.11.5 "Enterprise
Skill Group Fields".
5.
To assign skill groups to the group, click the Add button below the Skill
Groups box and select one or more skill groups.
Note
The Selected Path drop-down at the top allows you to select skill groups from
other folders to add to the enterprise skill group.
6.
7.11.3
Click Save.
Deleting an Enterprise Skill Group
To delete one or more enterprise skill groups:
7.11.4
1.
In System Manager, go to the folder containing the enterprise skill groups
you want to delete, and view the enterprise skill groups in that folder using
the Items panel list view.
2.
In the Items panel, check the box or boxes of the enterprise skill groups to be
deleted.
3.
Click Delete.
4.
In the Delete Enterprise Skill Groups dialog box, click OK. The enterprise
skill groups will be deleted.
Bulk Uploading Enterprise Skill Groups
In addition to creating enterprise skill groups one at a time, you can also bulk load
enterprise skill group records previously output to a CSV (comma separated
values) file. For more information seesection 6.5.1 "About Bulk Upload".
7.11.5
Enterprise Skill Group Fields
This table shows the tabs and fields available for the Enterprise Skill Group
resource.
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For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Field
Description
Entry
Default
Required
A unique name for the
record.
Unique. Up to 32 characters,
letters, numbers, periods, and
underscore characters only.
Must begin with letter or
number.
Null
Yes
Up to 255 characters.
Null
No
Current
location
in folder
tree
Yes
Select from lower list of
available agents and click
Add to include the checked
agents in this agent team. To
remove existing agents from
this agent team, select from
upper list and click Remove.
Null
No
Unique. Up to 32 characters,
letters, numbers, periods, and
underscore characters only.
Must begin with letter or
number.
Auto
No
generated
Details Tab
Name
Description A description of this
enterprise skill group.
Path
Only shown when
Click on the drop down arrow
resource is first created. to show the folder tree, then
The location in the folder select the required location.
tree where the resource
is to be created.
Skill Groups Tab
Skill
Groups
Skill groups associated
with this enterprise skill
group.
Advanced Tab
Enterprise
Name
The name by which the
Enterprise Skill Group
will be known within the
system.
Department (Only shown for tenants
associated with Unified
CCE instances running
Unified CCE version
10.0 or later). The
department that this
resource is associated
with.
Select from the drop-down list None
of available departments.
No
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Field
Description
Entry
Default
Required
Active
From Date
The date from which the
Enterprise Skill Group
should be active in the
system.
Select date from calendar.
Current
date
No
Active To
Date
The date from which the
Enterprise Skill Group
should be deleted from
the system.
Either leave Forever
checked, or uncheck Forever
and select date f from
calendar.
Forever
No
Custom Data Tab
Key
The key for this custom
data item.
Unique. Up to 50 characters,
alphanumeric, period, and
underscore characters only.
Must begin with
alphanumeric.
Null.
No
Value
The value to associate
with this key.
Up to 500 characters.
To add a new custom data
key-value pair, complete both
fields, and click Add. You
can have a maximum of ten
custom data key-value pairs.
To edit an existing key-value
pair, rest the mouse briefly on
the entry, select the edit icon
( ) and make your
changes.Then select the tick
to confirm the change, or the
cross to undo the change.
To delete an existing keyvalue pair, rest the mouse
briefly on the entry, select the
delete icon ( ), then
clickOKto confirm the
deletion.
Null
Yes.
7.12
Expanded Call Variables
7.12.1
About Expanded Call Variables
An expanded call variable (ECC) is a named object which is used by a VRU
script to exchange call information with the Unified CCE.
You can use System Manager to create and delete expanded call variables.
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Creating an Expanded Call Variable
To create an expanded call variable:
7.12.3
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the expanded call variable.
2.
In the Folder Tree panel, click Resource, and then click Expanded Call
Variable.
3.
Complete the remaining fields as described in section 7.12.4 "Expanded Call
Variable Fields". Active from and to dates can be set in the Advanced tab.
4.
Click Save.
Deleting an Expanded Call Variable
To delete one or more expanded call variables:
7.12.4
1.
In System Manager, go to the folder containing the expanded call variables
you want to delete, and view the expanded call variables in that folder using
the Items panel list view.
2.
In the Items panel, check the box or boxes of the expanded call variables to
be deleted.
3.
Click Delete.
4.
In the Delete Expanded Call Variables dialog box, click OK. The expanded
call variables will be deleted.
Expanded Call Variable Fields
This table shows the tabs and fields available for the Expanded CallVariable
resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
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Description
Entry
Default
Required?
The name of the
call variable
Unique. Up to 27 characters,
letters, numbers, and underscore
characters only. Must begin with
letter or number. Will be
automatically prefixed with
user. by the system.
Null
Yes
Description The description of
the call variable
Up to 255 characters
Null
No
Path
Only shown when
resource is first
created. The
location in the
folder tree where
the resource is to
be created.
Click on the drop down arrow to
show the folder tree, then select
the required location.
Current
location in
folder tree
Yes
Maximum
Length
The maximum
length of the value
of the call variable
A whole number between 1 and
210.
Null
Yes
Provided
by Cisco
Whether the call
variable provided
by Cisco. This is
normally
determined by the
system.
Check box.
Unchecked No
Persistent
Whether the
variable is written
to the historical
database with the
TCD/RCD record
Check box.
Unchecked No
Enabled
Whether the call
variable is
currently enabled
Check box.
Checked
Details Tab
Name
ECC Array Whether the
Check box.
variable is an array
No
Unchecked No
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Field
Description
Entry
Default
Maximum
Array Size
The maximum size
of elements in the
array represented
by the call variable
Up to 255. The equation
Null
<Maximum Length> *
<Maximum Array Size> +
<Maximum Array Size> + 5 must
not exceed 299. For example, if
the Maximum Length was 97, the
array size could not exceed 3.
Required?
If ECC
Array
checked
Advanced Tab
Active
From Date
The date from
Select date from calendar.
which the variable
will be active in the
system.
Current
date
No
Active To
Date
The date after
which the variable
should be deleted
from the system.
Either leave Forever checked, or Forever
uncheck Forever and select date
from calendar.
No
Custom Data Tab
Key
The key for this
custom data item.
Unique. Up to 50 characters,
Null.
alphanumeric, period, and
underscore characters only. Must
begin with alphanumeric.
No
Value
The value to
associate with this
key.
Up to 500 characters.
Null
To add a new custom data keyvalue pair, complete both fields,
and click Add. You can have a
maximum of ten custom data keyvalue pairs.
To edit an existing key-value
pair, rest the mouse briefly on the
entry, select the edit icon ( )
and make your changes.Then
select the tick to confirm the
change, or the cross to undo the
change.
To delete an existing key-value
pair, rest the mouse briefly on the
entry, select the delete icon ( ),
then clickOKto confirm the
deletion.
Yes.
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IP Phones
7.13.1
About IP Phones
145
A IP phone (or telephone) is the IP device that the contact center agent uses to
make or receive calls. The IP phone has a single line (typically line 1 if using a
Cisco multi-line phone), whose number is known to the call routing software. The
agent logs into the contact center using the login name and password allocated by
the Manage Agent page and the line number allocated in this page. Line numbers
may be allocated automatically by Unified CCMP or entered manually through the
user interface.
You can use System Manager to create, edit, and delete IP Phones.
7.13.2
Creating an IP Phone
To create an IP Phone:
7.13.3
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the IP phone.
2.
In the Folder Tree panel, click Resource, and then click IP Phone.
3.
Select the phone type from the drop-down.
4.
Complete the remaining fields as described in section 7.13.4 "IP Phone
Fields".
5.
Optionally add directory numbers by checking the boxes of numbers to add
and clicking Add.
6.
Click Save.
Deleting an IP Phone
To delete one or more IP phones:
7.13.4
1.
In System Manager, go to the folder containing the IP phones you want to
delete, and view the IP phones in that folder using the Items panel list view.
2.
In the Items panel, check the box or boxes of the IP phones to be deleted.
3.
Click Delete.
4.
In the Delete IP Phones dialog box, click OK. The IP phones will be deleted.
IP Phone Fields
This table shows the tabs and fields available for the IPPhone resource.
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For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Field
Description
Entry
Default
Required
Details Tab
Name
A unique name for Unique. Up to 100
Null
the record.
characters, alphanumeric,
period, and underscore
characters only. Must
begin with alphanumeric.
Path
Only shown when
resource is first
created. The
location in the
folder tree where
the resource is to
be created.
Click on the drop down
arrow to show the folder
tree, then select the
required location.
Current location Yes
in folder tree
Description
An internal
description of the
record.
Up to 128 characters.
Null
Select from the list of
Communications
Managers available for
the tenant.
Default
Yes
Communications
Manager
Communications The
Manager
Communications
Manager to be
associated with
the IP Phone.
Yes
No
Peripheral
The Peripheral to Select from the list of
Default
be associated with Peripherals associated
Peripheral
the IP Phone.
with the selected Unified
CM.
No
Product
Type of Telephone Select from list.
Null
Yes
Protocol
The type of
protocol the
telephone should
use for
communication.
Select from list.
Depends on
product.
Yes
Template
The XML
template to be
used to configure
the IP Phone.
Select from list of
Null
templates available for
the specific phone model.
Yes
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Description
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Entry
Default
Required
Button Template The configuration
to use for the
buttons
Select from list of button
templates set up.
Null
Yes
MAC Address
The MAC
Address of the IP
phone used to
uniquely identify
it.
12-digit hexadecimal
number.
Null
Yes
Extension
Mobility
Used to configure
the Extension
Mobility service
on the phone.
When selected,
users may log on
to the phone using
their associated
device profile.
Check box.
Depends on
template
selected.
No.
To associate a directory
number with this IP
phone, select a directory
number from the lower
list of available directory
numbers and click Add.
To remove a directory
number association from
this IP phone, select the
directory number from
the upper list and click
Remove.
Null
No
Next in
sequence.
No
Directory Numbers Tab
Directory
Numbers
The lines to be
associated with
the IP Phone.
Index
The port on the IP Number.
Phone that the line
is plugged into.
Advanced Tab
Device Pool
A pool of phones
that have similar
character.
Select from the list of
Default Device
Device Pools available to Pool
the logged in user.
No
Active From
Date
The date from
which the IP
Phone will be
active in the
system.
Select date from
calendar.
Yes
Current date
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Field
Description
Entry
Default
Required
Active To Date
The date after
which the IP
Phone should be
deleted from the
system.
Either leave Forever
checked, or clear
Forever and select date
from calendar.
Forever
No
Custom Data Tab
Unique. Up to 50
Null.
characters, alphanumeric,
period, and underscore
characters only. Must
begin with alphanumeric.
Key
The key for this
custom data item.
Value
Up to 500 characters.
The value to
Null
associate with this To add a new custom
data key-value pair,
key.
complete both fields, and
click Add. You can have
a maximum of ten custom
data key-value pairs.
To edit an existing keyvalue pair, rest the mouse
briefly on the entry,
select the edit icon ( )
and make your
changes.Then select the
tick to confirm the
change, or the cross to
undo the change.
To delete an existing keyvalue pair, rest the mouse
briefly on the entry,
select the delete icon (
), then clickOKto
confirm the deletion.
7.13.5
More About IP Phones
7.13.5.1
Using Unified CCMP with Other Provisioning Systems
No
Yes.
When using a separate provisioning system to add IP phones to a Unified CM,
check the Contact Center Enabled check box for all the Directory Numbers
provisioned by the external system to ensure that they are added correctly to
Unified CCE. Do not use Unified CCMP to make any other changes to phones on
that Unified CM.
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Advanced Information
The Unified CCMP web application automatically links or adds default additional
information to Unified CCE as follows:
Links the Unified CM calling search space from the tenant owning folder
Links the Unified CM route partition from the tenant owning folder
Links the Unified CM location from the parent folder
Links the Unified CM owner user ID from the PG user id allocated to the
tenant
Creates a Unified CCE device target for the phone/line.
Creates a Unified CCE label for each combination of device target and
routing client (to route calls to a Unified CCE agent, you must have defined
a label associated with the device target).
7.14
IVR Apps
7.14.1
About IVR Apps
A IVR App is a voice XML (VXML) application that runs on a CVP IVR app
server and is used to control call routing. IVRapps can be created using Cisco
Call Studio.
Unified CCMP allows you to upload an existing IVR app to a CVP IVR app
server and to edit the IVR app details.
IVR apps are uploaded as zip files that contain the various application
components. One zip file can contain more than one IVR app.
7.14.2
Creating an IVR App
Note
This process creates a Unified CCMP IVR app resource and uploads the
associated IVR app file to an IVR app server. The IVR app file must already
exist and be formatted as a .zip file. The IVR app file may contain more than one
IVR app, and if so, multiple Unified CCMP IVR app resources will be created.
To create (upload) an IVR app:
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the IVR app resource. This folder must be located on a tenant
that has a remote equipment mapping to a CVP Operations Console.
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2.
In the Folder Tree panel, click Resource, and then click IVR App. If the
IVR App option is not available, then check that the selected folder is on a
tenant that is mapped to a CVP Operations Console.
3.
If you want to change the location in the Unified CCMP folder tree where
the IVR app will be created, click the drop-down arrow beside Path and
select the new location.
4.
Select the IVR app server or servers where you want the IVR app to be
uploaded to.
5.
Click Add Files (may appear as Browse in some older browsers), select a
.zip file containing one or more IVR apps to be uploaded and click Open.
The selected file is added to the list of files to be uploaded. You can click
Add Files (or Browse) again to add more files if required, or Cancel to
remove a file from the list to be uploaded.
6.
Click Save to upload the files to the selected IVR app servers. As each file
is uploaded, you will see the upload status.
7.
If an upload succeeds, the file is unzipped and each IVR app in the file is
copied to the IVR app server. The corresponding resources or resources (one
for each IVR app in the file) will be imported into Unified CCMP in the next
import cycle. If an upload fails, you can rest the mouse briefly on the upload
status to see more information.
Editing an IVR App
To edit an IVR app:
1.
In System Manager, go to the folder containing the IVR app you want to
edit, and view the IVR apps in that folder using the Items panel list view.
Note
IVR apps can only exist on tenants that have a remote equipment mapping to a
CVP Operations Console.
7.14.4
2.
In the Items panel, click on the IVR app you want to edit. The details of this
IVR app are displayed in the Details panel.
3.
Make your required changes, then click Save.
Deleting an IVR App
1.
In System Manager, go to the folder containing the IVR apps you want to
delete, and view the IVR apps in that folder using the Items panel list view.
2.
In the Items panel, select the check boxes beside the IVR app or apps to be
deleted.
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3.
Click Delete.
4.
In the confirmation dialog box, click OK. The selected IVR apps will be
deleted.
IVR App Fields
This table shows the tabs and fields available for the IVR app resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Field
Description
Entry
Default Required
Details Tab
Name
A unique enterprise name for the Unique. Up to 100
record.
characters.
Description A description of the IVR app.
7.15
Labels
7.15.1
About Labels
Up to 255 characters.
Null
Yes
Null
No
In Unified CCE the label represents a string that is passed to a routing client for
each network target. Unified CCMP will automatically create labels for many
high level operations but the functionality is included for specific label creation
such as blind transfers. The only label type supported will be type Normal, the
only network target is device target.
You can use System Manager to create, edit, and delete labels.
7.15.2
Creating a Label
To create a label:
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the label.
2.
In the Folder Tree panel, click Resource, and then click Label.
3.
Enter a unique name of up to 32 characters for the label. This can only
contain alphanumeric characters, periods and underscores.
4.
Complete the remaining fields as described in section 7.15.5 "Label Fields".
5.
Click Save.
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Deleting a Label
To delete one or more labels:
7.15.4
1.
In System Manager, go to the folder containing the labels you want to
delete, and view the labels in that folder using the Items panel list view.
2.
In the Items panel, check the box or boxes of the labels to be deleted.
3.
Click Delete.
4.
In the Delete Labels dialog box, click OK. The labels will be deleted.
Bulk Uploading Labels
In addition to creating labels one at a time, you can also bulk load label records
previously output to a CSV (comma separated values) file. For more information
seesection 6.5.1 "About Bulk Upload".
7.15.5
Label Fields
This table shows the tabs and fields available for the Label resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Field
Description
Entry
Default Required
A unique name for
the record.
Unique. Up to 32 characters.
Null
Yes
Description A description of the Up to 255 characters.
record.
Null
No
Label
The string value
used to identify the
label by the routing
client
Null
Yes
Path
Only shown when
Click on the drop down arrow to
resource is first
show the folder tree, then select the
created. The
required location.
location in the
folder tree where
the resource is to be
created.
Details Tab
Name
Up to 32 characters.
Current Yes
location
in folder
tree
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Field
Description
Entry
Default Required
Routing
Client
The enterprise
name of the routing
client associated
with this label
Select from the supplied list of
routing clients that the logged in user
has the security permissions to see.
Null
Yes
Dialed Numbers Tab
Dialed
Numbers
The Dialed
Numbers to
associate with this
label
Select from lower list of available
Null
dialed numbers and click Add to
associate the checked dialed numbers
with this label. To remove a dialed
number association from this label,
select from upper list and click
Remove.
No
Advanced Tab
Active
From Date
The date from
which this label
should be active
within the system
Select date from calendar.
Current
date
Yes
Active To
Date
The date after
which this label
should be deleted
from the system
Either leave Forever checked, or
uncheck Forever and select date
from calendar.
Forever
No
Custom Data Tab
Key
The key for this
custom data item.
Unique. Up to 50 characters,
Null.
alphanumeric, period, and underscore
characters only. Must begin with
alphanumeric.
No
Value
The value to
associate with this
key.
Up to 500 characters.
To add a new custom data key-value
pair, complete both fields, and click
Add. You can have a maximum of
ten custom data key-value pairs.
To edit an existing key-value pair,
rest the mouse briefly on the entry,
select the edit icon ( ) and make
your changes.Then select the tick to
confirm the change, or the cross to
undo the change.
To delete an existing key-value pair,
rest the mouse briefly on the entry,
select the delete icon ( ), then
clickOKto confirm the deletion.
Yes.
Null
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Note
The Self Care tab is only shown for existing resources.It is not shown when the
resource is first created.
7.16
Media Files
7.16.1
About Media Files
A Media File is a .wav file that is used by IVR to play back prompts and
messages to callers. Media files are stored on CVP media servers.
Unified CCMP allows you to upload media files to CVP media servers in the
Unified CCMP cluster, and to change the audio associated with an existing media
files.
7.16.2
Creating a Media File
To create (upload) a media file:
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the media file resource. This folder must be located on a
tenant that has a remote equipment mapping to a CVP Operations Console.
2.
In the Folder Tree panel, click Resource, and then click Media File. If the
Media File option is not available, then check that the selected folder is on a
tenant that is mapped to a CVP Operations Console.
3.
If you want to change the location in the Unified CCMP folder tree where
the media file will be created, click the drop-down arrow beside Path and
select the new location.
4.
Select the media file server or servers where you want to the media file to
be uploaded to.
5.
In the Remote Path field, specify the location where the files are be
uploaded to. This is a folder location on the media file server. You may
include "/" characters to denote subfolders. If the folder does not exist, it will
be created. Note that Unified CCMP does not validate this field, and if it is
invalid, the upload will fail.
6.
Click Add Files (may appear as Browse in some older browsers), select a
.wav media file and click Open. The selected file is added to the list of files
to be uploaded. You can click Add Files (or Browse) again to add more
files if required, or Cancel to remove a file from the list to be uploaded.
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155
7.
Click Save to upload the media files to the specified location on the selected
media file servers. As each media file is uploaded, you will see the upload
status.
8.
If an upload succeeds, the media file resource is available immediately in
Unified CCMP and on the CVP server. If an upload fails, you can rest the
mouse briefly on the upload status to see more information.
Editing a Media File
To edit a media file:
1.
In System Manager, go to the folder containing the media file you want to
edit, and view the media files in that folder using the Items panel list view.
Note
Media files can only exist on tenants that have a remote equipment mapping to a
CVP Operations Console.
7.16.4
2.
In the Items panel, click on the media file you want to edit. The details of
this media file are displayed in the Details panel.
3.
To change the name of the media file resource in Unified CCMP, in the
Details tab, enter the new name in the Name field. You can view the
Remote Path but cannot change it.
4.
To change the media file associated with this resource, in the Media tab,
click the drop-down by Servers and select the server or servers you want to
upload the new media file to. Then click Add Files (may appear as Browse
in some older browsers), locate the media file to upload, and click Open.
5.
Click Save to replace the existing media file with the new one. After the
upload completes, you will see the upload status.
6.
If an upload fails, you can rest the mouse briefly on the upload status to see
more information.
Deleting a Media File
To delete one or more media files:
1.
In System Manager, go to the folder containing the media files you want to
delete, and view the media files in that folder using the Items panel list view.
2.
In the Items panel, select the check boxes beside the media file or files to be
deleted.
3.
Click Delete.
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7.16.5
156
In the confirmation dialog box, click OK. The selected media files will be
deleted.
Media File Fields
This table shows the tabs and fields available for the Media File resource. These
fields are available when the Media File is edited.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Field
Description
Entry
Default
Required
A unique enterprise
name for the record.
Unique. Up to 100
characters.
The name of
the uploaded
media file.
Yes
Description A description of the
media file.
Up to 255 characters.
Null
No
Remote
Path
Read only.
The remote
location of the
uploaded
media file.
Yes
Details Tab
Name
The path on the media
file server where the
media file is stored.
Media Tab
Servers
None
The media file server or Select the media file
servers where the new
server or servers from the
media file is be uploaded list.
to.
New audio The new media file to
file
upload.
Click Add Files (or
Browse ), select a media
file to be uploaded and
click Open.
7.17
Network VRU Scripts
7.17.1
About Network VRU Scripts
None
Yes
Yes
A Network Voice Response Unit (VRU) Script is a script that runs on a Network
VRU (a telecommunications computer that responds to caller-entered touch-tone
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digits). One or more Network VRUscripts may be called by a Unified ICME
routing script to handle the interaction with the caller and hence route the call
appropriately.
You can use System Manager to create, edit, and delete Network VRUScripts.
7.17.1.1
Micro-Applications
Network VRUScripts invoke Unified CVP micro-applications which are used to
provide prompts, collect user responses and play .wav files while callers are
queuing. Network VRUScripts can invoke the following micro-applications.
Play Media (PM): plays a message that is contained in a media file or
streaming audio file. This may be used, for example, to play a welcome
message, or to play music while the caller is in a queue.
Play Data (PD): retrieves data from a storage area and plays it to the caller
in a specific format, called a data play back type. This data may be, for
example, information retrieved from a database, or information entered by
the caller.
Get Digits (GD): plays a media file and retrieves one or more digits from
the caller. For example, this micro-application may be used to prompt a
caller to enter a password.
Menu (M): plays a menu media file and retrieves a single digit from the
caller. This is similar to the Get Digits micro-application, but it only accepts
a single digit, and also checks that it is valid. This micro-application may be
used, for example, to offer the caller several options in a menu, and retrieve
the option chosen by the caller.
GetSpeech (GS): collects voice or tone dialing (DTMF) input from the
caller. This micro-application may be used, for example, to retrieve a spoken
"Yes" or "No" response from the caller or to detect that the caller has
pressed the # key.
Capture (CAP): captures and stores data about the call at that point in the
routing script.The data collected can be used for analysis purposes.
Note
Use the Capture micro-application sparingly.It places a heavy processing load on
the system, and may capture a lot of data that is not required along with data that
is useful. Overuse of the Capture micro-application may reduce the call handling
capability of the system.
7.17.1.2
Network VRUScript Configuration
To define the Network VRUScript configuration you need to specify:
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the VRU script name, a composite string containing the micro-application
to run, the associated media file (if required by the micro-application) and
any parameters required by the micro-application.The value specified for
the VRUscript name is used to derive the name to be used for the media file
when it is uploaded.
the configuration parameters to be passed to the Network VRU Script
when it runs. This is a string, and the format depends on the microapplication specified.
the audio file to upload and associate with the Network VRU Script (where
applicable). When the audio file is uploaded, it will be named with the media
file name specified in the VRU script name string. If you specify an
incorrectly formatted VRUscript name string, you will not be able to upload
the audio file.
Note
The audio file cannot be specified when the NetworkVRUScript is first created.
You must first create the NetworkVRUScript item, then edit it to specify the
audio file.
For more information about the Unified CVP micro-applications, the
corresponding VRU script name strings and the configuration parameters, see the
Configuration and AdministrationGuide for Cisco Unified Customer Voice Portal,
section"Writing scripts for Unified CVP".
7.17.2
Creating a Network VRUScript
To create a Network VRU Script:
7.17.3
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the Network VRUScript.
2.
In the Folder Tree panel, click Resource, and then click Network
VruScript.
3.
Enter a unique name of up to 32 characters for the Network VRUScript.
This can only contain alphanumeric characters, periods and underscores.
4.
Complete the remaining fields as described in section 7.17.7 "Network VRU
Script Fields". You will not be able to upload an audio file when you first
create the Network VRU Script.
5.
Click Save.
Associating an Audio File with a Network VRU Script
To set or change the audio file associated with a Network VRU script:
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1.
In System Manager, go to the folder containing the Network VRU script
you want to edit, and view the Network VRU scripts in that folder using the
Items panel list view.
2.
In the Items panel, click on the Network VRU script you want to edit. The
details of this script are displayed in the Details panel.
3.
Select the Audio tab and click Add Files(s) (may appear as Browse in some
older browsers). Go to the folder on your machine where the audio file is
stored, select the audio file and click Open.
4.
Click Save to upload the .wav file and save any other changes to the
Network VRU Script.
Notes
1. If Save is not enabled, then either the VRU script name specified on the
Details tab is incorrectly formatted or the associated micro-application does
not require an audio file.
2. The audio file will be saved under the name specified for the media file in
the VRU script name field, and will replace any previous audio file.
3. If an upload error is reported, contact your system administrator to ensure
that Unified CVP Media File Upload has been correctly configured on your
system (see the Installation and Configuration Guide for Cisco Unified
Contact Center Management Portal for more details).
7.17.4
Editing a Network VRUScript
To edit a Network VRUScript:
1.
In System Manager, go to the folder containing the Network VRUScript
you want to edit, and view the Network VRUScripts in that folder using the
Items panel list view.
2.
In the Items panel, click on the Network VRUScript you want to edit. The
details for this Network VRUScript are displayed in the Details panel.
3.
In the Details panel, click on the appropriate tab and make the desired
changes.
4.
If you want to add or change the audio file associated with this Network
VRU Script, select the Audio tab and click Add Files(s) (may appear as
Browse in some older browsers). Go to the folder on your machine where
the audio file is stored, select the audio file and click Open.
5.
Click Save.
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Notes
1. If Save is not enabled, then either the VRU script name specified on the
Details tab is incorrectly formatted or the associated micro-application does
not require an audio file.
2. If you change the audio file, it will be saved under the name specified for the
media file in the VRU script name field, and will replace any previous audio
file.
3. If an upload error is reported when you try to change the audio file, contact
your system administrator to ensure that Unified CVP Media File Upload has
been correctly configured on your system (see the Installation and
Configuration Guide for Cisco Unified Contact Center Management Portal
for more details).
7.17.5
Deleting a Network VRUScript
To delete one or more Network VRUScripts:
7.17.6
1.
In System Manager, go to the folder containing the Network VRUScripts
you want to delete, and view the Network VRUScripts in that folder using
the Items panel list view.
2.
In the Items panel, select the Network VRUScripts to be deleted.
3.
Click Delete.
4.
In the Delete Network VRU Script dialog box, click OK. The selected
Network VRUScripts will be deleted.
Bulk Uploading Network VRUScripts
In addition to creating Network VRUScripts one at a time, you can also bulk load
Network VRUScript records previously output to a CSV (comma separated
values) file. For more information seesection 6.5.1 "About Bulk Upload".
7.17.7
Network VRU Script Fields
This table shows the tabs and fields available for the Network VRUScript
resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
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161
Description
Entry
Default
Name
A unique name for the
record.
Unique. Up to 32
Null
characters, alphanumeric,
period, and underscore
characters only. Must begin
with alphanumeric.
Yes
Description
A description of the
record.
Up to 255 characters.
Null
No
Path
Only shown when
resource is first created.
The location in the
folder tree where the
resource is to be
created.
Click on the drop down
arrow to show the folder
tree, then select the
required location.
Current
location in
folder tree
Yes
Network
VRU
The network VRU to
associate with this
NetworkVRUScript.
Select from list of available Default
Network VRUs. If you do
Network
not have permission to
VRU
access at least one
Network VRU then you
will not be able to create a
Network VRUScript and
will see a warning message
instead.
Yes
VRU Script
Name
The name of the
VRUScript.
Up to 39 characters. This is Null
a composite string
identifying the microapplication to run, the name
of the associated media file
(if applicable) and any
options that need to be
specified for that microapplication.
The format of this string is
specified in the
Configuration and
AdministrationGuide for
Cisco Unified Customer
Voice Portal,
section"Writing scripts for
Unified CVP".
The VRUScript name must
be unique on the Network
VRU.
Yes
Required
Details Tab
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Description
162
Entry
Default
Required
Configuration A string to be passed to
Parameter
the NetworkVRU when
the script runs to specify
static options in the
script.
Up to 255 characters.The
Null
contents of this string
depend on the microapplication that is specified
as part of the VRUScript
Name field above.
The format of this string is
specified in the
Configuration and
AdministrationGuide for
Cisco Unified Customer
Voice Portal,
section"Writing scripts for
Unified CVP".
No
Timeout
The number of seconds
to wait for a response
after the script starts
executing.
0 to 2147483647.
Yes
Interruptible
Whether the execution
of the script can be
interrupted.
Check box. Select if the
script execution can be
interrupted, for example,
when an agent becomes
free to handle a call.
Unselected No
Overridable
Whether the script can
Check box.Select if the
override the interruptible script is allowed to make
status during execution. itself interruptible or noninterruptible while
executing.
Unselected No
Audio Tab (not available when item is first created)
New
AudioFile
The file information of
the audio file to
associate with the VRU
script.
Click Add Files(s) (or
Browse ), and locate the
required .wav file on your
system. ClickSave to
upload the wav file to the
server.
Null
No
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Field
Description
163
Entry
Default
Required
Advanced Tab
Enterprise
Name
The name that will
represent the Network
VRUScript within the
network.
Unique. Up to 32
characters, alphanumeric,
period, and underscore
characters only.
Must begin with
alphanumeric.
From
Name
Yes
Department
(Only shown for tenants
associated with Unified
CCE instances running
Unified CCE version
10.0 or later). The
department that this
resource is associated
with.
Select from the drop-down
list of available
departments.
None
No
Active From
Date
The date from which the Select date from calendar.
Network VRUScript
will be active in the
system.
Current
date
Yes
Active To
Date
The date after which the
Network VRUScript
should be deleted from
the system.
Forever
No
Either leave Forever
checked, or uncheck
Forever and select date
from calendar.
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Field
Description
164
Entry
Default
Required
Custom Data Tab
Key
The key for this custom
data item.
Unique. Up to 50
Null.
characters, alphanumeric,
period, and underscore
characters only. Must begin
with alphanumeric.
No
Value
The value to associate
with this key.
Up to 500 characters.
Null
To add a new custom data
key-value pair, complete
both fields, and click Add.
You can have a maximum
of ten custom data keyvalue pairs.
To edit an existing keyvalue pair, rest the mouse
briefly on the entry, select
the edit icon ( ) and make
your changes.Then select
the tick to confirm the
change, or the cross to undo
the change.
To delete an existing keyvalue pair, rest the mouse
briefly on the entry, select
the delete icon ( ), then
clickOKto confirm the
deletion.
Yes.
7.18
Peripherals
7.18.1
About Peripherals
A peripheral is a connected system such as an ACD switch that routes customer
phone calls to contact center staff.
You can use System Manager to view and edit the properties of a peripheral.
Note
Unified CCMP only allows you to view the peripheral details, change the display
name and the application user associated with it. You cannot create or delete a
peripheral through Unified CCMP, or edit any other fields.
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165
Editing a Peripheral
Use the following steps to edit a peripheral.
7.18.3
1.
In System Manager, go to the folder containing the peripheral you want to
edit, and view the peripherals in that folder using the Items panel list view.
2.
In the Items panel, click on the peripheral you want to edit. The details of
this peripheral are displayed in the Details panel.
3.
In the Details panel, click on the appropriate tab and make the desired
changes.
4.
Click Save.
Peripheral Fields
This table shows the tabs and fields available for the Peripheral resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Field
Description
Entry
Default
Required
A unique display
name for the
peripheral.
Unique. Up to 50 characters,
alphanumeric, period, and
underscore characters only. Must
begin with alphanumeric.
Name
used by
Unified
CCE.
Yes
Details Tab
Name
Description An internal
description of the
peripheral.
You cannot change this value in
Unified CCMP.
Advanced Tab
Enterprise
Name
The name that will
represent the
peripheral within the
network.
You cannot change this value in
Unified CCMP.
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Field
Description
Entry
Application A user on the Unified Select from list.
User
CM, with whom new
phones will be
associated.
Active
From Date
The date from which You cannot change this value in
the peripheral will be Unified CCMP.
active in the system.
Active To
Date
The date after which
the peripheral should
be deleted from the
system.
7.19
Persons
7.19.1
About Persons
166
Default
Required
Default
Yes
application
user.
You cannot change this value in
Unified CCMP.
Each person item represents a single physical person who handles customer
contacts. This person may be associated with a user account on Unified CCMP, or
with one or more Agents.
You can use System Manager to create, edit, and delete individual persons, and to
define their access to Unified CCMP (if any).
7.19.2
Creating a Person
To create a person:
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the person.
2.
In the Folder Tree panel, click Resource, and then click Person.
3.
Enter a first name, last name, login name and password for the person.
Names can be up to 32 characters long, and must consist of letters, numbers,
underscores and periods only.
4.
On the equipment tab select the Unified CCEs and Unified
Communications Managers to which the person should be added,
specifying any equipment specific configuration.
5.
Complete the remaining fields as described in section 7.19.6 "Person Fields".
Active from and to dates can be set in the Advanced tab.
6.
Click Save.
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Note
Once created, a Persons Unified CCMP account details cannot be edited via the
Person. You must edit the user directly.
A Person cannot be linked with an existing Unified CCMP user account.
7.19.3
Changing a Person's Password
To change a person's password:
7.19.4
1.
In System Manager, go to the folder containing the person you want to
update, and view the persons in that folder using the Items panel list view.
2.
In the Items panel, click on the person you want to edit. The details of this
person are displayed in the Details panel.
3.
On the Details tab, check the Reset Password check box.
4.
Enter a new password and confirm.
5.
Click Save.
Deleting a Person
To delete one or more persons:
1.
In System Manager, go to the folder containing the person or persons you
want to update, and view the persons in that folder using the Items panel list
view.
2.
In the Items panel check the box or boxes of the person or persons to be
deleted.
3.
Click Delete.
4.
In the Delete Person dialog box, select OK. The person or persons will be
deleted.
Note
All agents associated with those persons will also be deleted.
7.19.5
Bulk Uploading Persons
In addition to creating agents one at a time, you can also bulk load agent records
previously output to a CSV (comma separated values) file. For more information
seesection 6.5.1 "About Bulk Upload".
7.19.6
Person Fields
This table shows the tabs and fields available for the Person resource.
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For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Notes
To associate a person with more than one Agent, each Agent must be on a
different peripheral.
Persons may be created on multiple pieces of equipment. Common properties are
inherited from those entered on the Details tab unless specifically over-written
using the Equipment tab.
Field
Description
Entry
Default
Required
Details Tab
Reset Details on Only shown (with
informational message) if
All Equipment
person details are not the
same on all items of
linked equipment. If
shown,but not selected,
First Name, Last
Name,Description and
Login Name fields are
disabled, as there is no
common value to show.
Note:This is not an error,
although you may want to
change this.
Select to enable First Clear
Name, Last Name,
Description and Login
Name fields. Enter the
required values then
clickSave . This
allows you to quickly
reset the details for all
linked equipment to
the details on this
page.
No
First Name
The person's first name.
Disabled if Resetcheck
box is shown but not
selected.
Up to 32 characters.
Null
Yes
Last Name
The person's last name.
Disabled if Resetcheck
box is shown but not
selected.
Up to 32 characters.
Null
Yes
Description
A description of the
person. Disabled if
Resetcheck box is shown
but not selected.
Up to 255 characters.
Null
No
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Field
Description
Entry
Default
Required
Login Name
A unique login name for
the person to allow them
to login to the peripheral.
Disabled if Resetcheck
box is shown but not
selected.
Note: Peripheral login
names are not case
sensitive.For example,
"joe_smith" and "JOE_
SMITH"are the same.
Also, login names for
agent login to agent
desktop software (such as
CTI OS) are not casesensitive either.
Unique. Up to 32
characters, letters,
numbers, and
underscore characters
only. Must begin with
letter or number.
Null
Yes
Password
The password that the
Unique. At least five
person uses to log in to the letters long. Longer
system.
passwords, including
numbers and other
characters, may be
required. Ask your
system administrator
for details.
Null
Depends
on setting
on
underlying
equipment
Confirm
Password
The same as for the
Password field. This
ensures that the person is
not prevented from logging
in by typographical errors
made when setting his or
her password.
Null
Depends
on setting
on
underlying
equipment
Path
Only shown when
resource is first created.
The location in the folder
tree where the resource is
to be created.
Current
location in
folder tree
Yes
Click on the drop
down arrow to show
the folder tree, then
select the required
location.
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170
Description
Entry
Default
Required
Check this box to create
the associated person onto
an associated Unified
CCE. Once selected you
must choose the Unified
CCE to add the person to.
Check box to select,
and then check the
required Unified CCE
equipment.
Checked
No
Equipment Tab
Unified CCE
Unified
Check this box to create
Communications the associated person onto
Manager
an associated Unified
Communications
Manager. Once selected
you must choose the
Unified Communications
Managers to add the
person to.
Click on the
icon to
edit the login details
for the equipment.
Check box to select,
Unchecked No
and then check the
required Unified
Communications
Manager equipment.
Click on the
icon to
edit the login details
for the equipment.
Equipment Tab > EquipmentFields Dialog Box
First Name
Person's first name on this Up to 32 characters.
equipment.
Last Name
Person's last name on this
equipment.
Same as
Yes
First Name
of Person
Up to 32 characters.
Same as
Last Name
of Person
Description
A description of the
(UCCE
person.
Equipment only)
Up to 255 characters.
Same as
No
Description
of Person
Login Name
Unique. Up to 32
characters, letters,
numbers, and
underscore characters
only. Must begin with
letter or number.
Same as
Login
Name of
Person
Yes
Reset Password Select to reset password
(UCCE only)
on this equipment.
Clear
No
Login Enabled
(UCCE only)
Clear
No
Person's login name on
this equipment.
Select to enable login on
this equipment.
Yes
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Description
171
Entry
Default
Required
None
No
Portal Tab
Portal Account
Click this link to show the Hyperlink
Choose a User dialog box
which can be used to
associate the person with
a Portal user account. It is
advantageous for
supervisors to have a
Portal account in order to
manage their teams.
Portal Tab > Choose a User dialog box
Choose a User
The kind of user to
Select one of the
associate the person with. options.
Options are:
None: no user is
associated with this
person.
Create User: a new user
is associated with this
person.
Existing User: an existing
user is associated with
this person.
None
Yes
Create User
option >
Login Name
The unique name of the
Portal user account. This
can be the same as the
login name for WebView
reporting, or that for the
peripheral.
Unique. Up to 50
characters.Any
Unicode character is
valid, except single
quote ('), double quote
(") and Unicode
characters in the
"Symbol, Other"
category.
Null
Yes
Create User
option >
Password
The password that the
user will use to log in to
the Portal.
Unique. At least five
letters long. Longer
passwords, including
numbers and other
characters, may be
required. Ask your
system administrator
for details.
Null
If creating
a new
user.
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Field
Description
Entry
Default
Create User
option >
Confirm
Password
The same as for the
Password field. This
ensures that the user is not
prevented from logging in
by typographical errors
made when setting his or
her password.
Enter password
Null
confirmation, and then
>> to continue to
Users Groups dialog
box.
If creating
a new
user.
Create User
option > Users
Groups Dialog
box
Allows you to assign the
user to one or more
security groups, such as
the Supervisors group.
You can only assign a
user to groups you have
permission to modify.
If required, click Add None
then select security
group from folder tree.
Repeat to add user to
more groups. Click
Save to save details
and create user.
No
Existing User
option
Associates the person to a Find and select the
None
Portal user account that
user in the folder tree
already exists.
that is displayed. Then
click the >> button to
continue to Users
Groups dialog box
Users Groups dialog
box.
If
selecting
an existing
user.
Existing User >
Users Groups
dialog box
Allows you to assign the
user to one or more
security groups, such as
the Supervisors group.
You can only assign a
user to groups you have
permission to modify.
If required, click Add None
then select security
group from folder tree.
Repeat to add user to
more groups. Click
Save to save details
and amend users
security groups.
No
Department
(Only shown for tenants
associated with Unified
CCE instances running
Unified CCE version 10.0
or later). The department
that this resource is
associated with.
Select from the dropdown list of available
departments.
None
No
Active From
Date
The date from which the
person will be active in
the system.
Select date from
calendar.
Current
date
Yes
Required
Advanced Tab
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Field
Description
Entry
Default
Required
Active To Date
The date after which the
person should be deleted
from the system.
Either leave Forever
checked, or uncheck
Forever and select
date from calendar.
Forever
No
Null.
No
Custom Data Tab
Key
The key for this custom
data item.
Unique. Up to 50
characters,
alphanumeric, period,
and underscore
characters only. Must
begin with
alphanumeric.
Value
The value to associate
with this key.
Up to 500 characters. Null
To add a new custom
data key-value pair,
complete both fields,
and click Add. You
can have a maximum
of ten custom data
key-value pairs.
To edit an existing
key-value pair, rest the
mouse briefly on the
entry, select the edit
icon ( ) and make
your changes.Then
select the tick to
confirm the change, or
the cross to undo the
change.
To delete an existing
key-value pair, rest the
mouse briefly on the
entry, select the delete
icon ( ), then
clickOKto confirm
the deletion.
Yes.
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7.20
Precision Queues
7.20.1
About Precision Queues
174
A precision queue is a mechanism that defines how to route calls to agents
depending on the agents proficiency attributes and availability. Precision queues
can be referenced in routing scripts to define how calls are routed.
You can use System Manager to create, edit and delete precision queues
containing one or more precision queue steps.
Note
Precision Queues can only be created on tenants that are associated with a
Unified CCE instance running Unified CCE version 9.0 or later.
7.20.1.1
Precision Queue Steps
A precision queue contains one or more precision queue steps. Each step includes:
some criteria defining a set of agent attributes that must be satisfied when
choosing an agent to receive the call
a time to wait for a suitable agent to become available, after which the
criteria specified in the next step are considered instead (this feature is not
available for the last step, since there is no next step after the last step).
Typically, the criteria specified in successive steps will get progressively less
stringent. For example, the first step may specify that:
the agent has been trained to sell mortgages (for example, Mortgage_
Training is True)
the agent is an excellent Spanish speaker (for example, Spanish_Speaker >=
8)
the call will be held for up to 120 seconds waiting for an agent meeting these
criteria to become available.
The next step is only considered if no agent becomes available in that time, and
may specify that
the agent has been trained to sell mortgages (for example, Mortgage_
Training is True)
the agent can speak Spanish (for example, Spanish_Speaker >= 3)
the call will be held for up to 300 seconds waiting for an agent meeting these
criteria to become available.
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The final step may specify that the call can be routed to any available agent who
can speak Spanish at any level (for example, Spanish_Speaker >= 1).
7.20.1.2
Consider If Conditions
Any step except the last step can have a Consider If condition associated with it.
A Consider If condition allows you to specify additional criteria about the call to
determine whether the step is relevant for that category of call.
For example, a Consider If expression may be used to include a specific step only
if more than 100 calls of a certain type have been received in the last 24 hours.
The Consider If expression is passed directly to Unified CCE and validated there.
For more information about Consider If expressions, see the Unified CCE
documentation at http://docwiki.cisco.com/wiki/Precision_Routing_Release_9.0(1)
7.20.1.3
Expressions
Each step consists of:
one or more expressions
the rules for combining those expressions.
An expression defines a set of requirements an agent must satisfy in order to
receive the call. Expressions in a step can be combined using AND (both the latest
expression and the previous one must be satisfied) or OR (either the latest
expression or the previous one, or both, must be satisfied).
For example, a step may have two expressions, one specifying some skills an
agent may have, and the other specifying some qualifications an agent may have.
If these two expressions are combined in a step using AND, calls will only be
routed to agents that have both the specified skills and the specified training. But if
the expressions are combined using OR, calls can be routed to agents with either
the skills or the training or both.
7.20.1.4
Attribute Comparisons
Each expression consists of:
one or more attribute comparisons
the rules for combining those attribute comparisons.
An attribute comparison is an attribute (seesection 7.5.1 "About Attributes"), a
value and a rule for the comparison. Some typical attribute comparisons are:
Spanish_Speaker >= 8
Mortgage_Training = True.
Like expressions in a step, attributes in an expression can be combined using
AND or OR.
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Tip
To keep your steps and expressions simple, you may like to:
group your attribute comparisons into expressions using AND (for
example, an expression is made up of attribute1 AND attribute2 AND
attribute3)
group your expressions into steps using OR (for example, a step is made up
of expression1 OR expression2 OR expression3)
7.20.2
Creating a Precision Queue
To create a precision queue:
7.20.3
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the precision queue.
2.
In the Folder Tree panel, click Resource, and then click Precision Queue.
3.
Enter a unique name for the precision queue.
4.
Complete the remaining fields as described in section 7.20.6 "Precision
Queue Fields".
5.
Click Save to create the precision queue.
Editing a Precision Queue
To edit a precision queue:
7.20.4
1.
In System Manager, go to the folder containing the precision queue you
want to edit, and view the precision queue in that folder using the Items
panel list view.
2.
In the Items panel, click on the precision queue you want to edit. The details
of this attribute are displayed in the Details panel.
3.
Click through the tabs and edit the fields you want to change.
4.
Click Save.
Deleting a Precision Queue
Note
You cannot delete a precision queue that is referenced in a routing script. This
reference must be removed before the precision queue can be deleted.
To delete one or more precision queues:
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177
1.
In System Manager, go to the folder containing the precision queues you
want to delete, and view the precision queues in that folder using the Items
panel list view.
2.
In the Items panel, check the box or boxes of the precision queues to be
deleted.
3.
Click Delete.
4.
In the Delete Precision Queue dialog box, click OK. The precision queue
will be deleted.
Bulk Uploading PrecisionQueues
In addition to creating PrecisionQueues one at a time, you can also bulk load
PrecisionQueue records previously output to a CSV (comma separated values)
file. For more information seesection 6.5.1 "About Bulk Upload".
7.20.6
Precision Queue Fields
This table shows the tabs and fields available for the Precision Queue resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Descriptio
n
Entry
Default
Require
d
Name
A unique
name for the
precision
queue.
Unique. Up to 50 characters, letters,
numbers, periods, and underscore
characters only. Must begin with letter
or number.
Null
Yes
Descriptio
n
A
description
of the
precision
queue.
Up to 255 characters.
Null
No
Field
Details Tab
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Require
d
Field
Descriptio
n
Path
Only shown Click on the drop down arrow to show Current
when
the folder tree, then select the required location in
resource is
location.
folder tree
first created.
The location
in the folder
tree where
the resource
is to be
created.
Yes
Agent
Order
The agent to Select from list. Values are:
allocate to a
Longest Available Agent
call if more
Most Skilled Agent
than one
Least Skilled Agent
agent
satisfies the
criteria in
the precision
queue.
Longest
Available
Agent
Yes
Service
Optionally,
Select from:
Level Type use to
Ignore Abandoned Calls: do not
indicate how
include abandoned calls in the
to handle
calculation
abandoned
Abandoned Calls have Negative
calls in
Impact: abandoned calls count as
service level
having exceeded the service level
calculations.
threshold.
Abandoned Calls have Positive
Impact: abandoned calls count as
having been promptly answered
Ignore
Abandoned
Calls
No
Service
Level
Threshold
Null
Yes
Entry
The service 0 to 2147483647.
level
threshold, in
seconds, for
allocating
the call to a
suitable
agent using
the rules in
the precision
queue.
Default
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Require
d
Descriptio
n
Entry
Add Step
Button to add
a new
precision
step to the
precision
queue. A
step consists
of one or
more
conditional
expressions.
Click to add another step to the list of
Null
steps. You can also change the order of
steps by clicking on a step name and
dragging the step to a new position in
the list.
Note:if you rearrange the steps, the
steps in the sequence are renumbered
starting with Step 1.
Yes
Wait Time
The time in
seconds to
wait before
moving on to
the next step
if the criteria
in this step
cannot be
satisfied.
0 to 2147483647.
Note: Not applicable to last step in
sequence.
Note: If the steps are reordered as
above, and the last step changes, the
wait time is removed from the new last
step, and the old last step is given a
wait time of 0.
Yes, if
precision
queue has
more than
one step.
Step<n>
The name
and
definition of
the nth step
in the list.
The definition shows the details of the Null
step and the number of agents that
currently meet the criteria for that step.
A warning is shown if fewer agents
meet the criteria for a step than met the
criteria for the previous step.
Click on the name of a step to display a
dialog box to edit the conditional
expressions in that step. When you
have finished editing the expressions in
that step, click OK to save the step.
Field
Default
Steps Tab
0
(Not
applicable to
last step)
Yes
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Field
Descriptio
n
Entry
180
Default
Require
d
Steps Tab > Add Step
Consider If Criteria that
determines
whether the
step is
executed
Optionally, enter a scripting condition Null
that will be evaluated to determine
whether this step is considered for the
call. If the condition is present but not
satisfied by the call, the call passes to
the next step in the precision queue.
The scripting condition is validated by
the remote equipment.
Only the following scripting objects are
valid in a Consider If expression:
Call
PQ
Skillgroup
ECC
PQ Step
Call Type
custom functions.
For more information about Consider If
expressions, see
http://docwiki.cisco.com/wiki/Precisio
n_Routing_Release_9.0(1).
No
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Field
Descriptio
n
Add
Button to add
Expression a new
expression to
the precision
step. An
expression
consists of
one or more
attribute
comparisons.
Entry
181
Default
Create an expression containing one or Null
more attribute comparisons. The first
attribute comparison is ready to
complete. Click Add Attribute to
optionally add more attribute
comparisons. For each attribute
comparison, complete the fields as
described for Add Attribute.
For each expression except the first,
also click on the drop down beside the
expression number to choose how this
expression contributes to the results of
the step:
AND the step will be satisfied if
an agent is found that satisfies this
expression and also satisfies the
previous expressions in the step
OR (default) the step will be
satisfied if an agent is found that
satisfies this expression even if that
agent does not satisfy the previous
expressions in the step.
Click X to remove the expression from
the step.
Require
d
Yes
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Field
Descriptio
n
Add
Attribute
Button to add Click to add a new attribute
Null
a new
comparison as follows:
attribute
Click in the first box and start
comparison
typing some characters to see a list
to the
of attributes that contain those
expression.
characters.
An attribute
Choose the attribute you want from
comparison
the drop-down list
consists of
Move to the next box and choose
an attribute,
the comparison type from the
a comparison
following:
type and a
== : equal to this value
comparison
!= : not equal to this value
value.
< : less than this value
<= : less than or equal to this value
> : greater than this value
>= : greater than or equal to this
value
Move to the final box and choose
the value you want to compare
against.
Note. The last four comparison types
above are only valid for proficiency
attribute types.
For each attribute in the expression
except the first, also click on the drop
down to the left of the attribute to
choose how this attribute comparison
contributes to the results of the
expression:
AND (default) the expression will
be satisfied if an agent is found that
satisfies this attribute comparison
and also satisfies the previous
attribute comparisons in the
expression
OR the expression will be
satisfied if an agent is found that
satisfies this attribute comparison
even if that agent does not satisfy
the previous attribute comparisons
in the expression.
Click X to remove the attribute
comparison from the expression.
Entry
Default
Require
d
Yes
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Entry
Default
Require
d
Unique. Up to 32 characters,
alphanumeric, period, and underscore
characters only. Must begin with
alphanumeric.
Autogenerate
d
Yes
Departmen (Only shown Select from the drop-down list of
t
for tenants
available departments.
associated
with Unified
CCE
instances
running
Unified CCE
version 10.0
or later). The
department
that this
resource is
associated
with.
None
No
Bucket
Interval
The count of Select from list of available bucket
Answered or intervals
Abandoned
calls that are
used as
intervals for
the Call
Type
System
Default
No
Active
From Date
The date
Select date from calendar.
from which
the precision
queue should
be active in
the system
Current date
Yes
Field
Descriptio
n
Advanced Tab
Enterprise
Name
The name
that will
represent the
precision
queue within
the network
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Field
Descriptio
n
Active To
Date
The date
Either leave Forever checked, or
after which uncheck Forever and select date from
the precision calendar.
queue should
be deleted
from the
system
Entry
184
Default
Require
d
Forever
No
Custom Data Tab
Key
The key for
this custom
data item.
Unique. Up to 50 characters,
alphanumeric, period, and underscore
characters only. Must begin with
alphanumeric.
Null.
No
Value
The value to
associate
with this
key.
Up to 500 characters.
To add a new custom data key-value
pair, complete both fields, and click
Add. You can have a maximum of ten
custom data key-value pairs.
To edit an existing key-value pair, rest
the mouse briefly on the entry, select
the edit icon ( ) and make your
changes.Then select the tick to
confirm the change, or the cross to
undo the change.
To delete an existing key-value pair,
rest the mouse briefly on the entry,
select the delete icon ( ), then
clickOKto confirm the deletion.
Null
Yes.
7.21
Services
7.21.1
About Services
A service is a particular type of call processing required by the user, which is
associated with a specific peripheral. Skill Groups may be associated with one or
more services. For example, a Customer Support service might be associated with
a Customer Support Skill Group.
You can use System Manager to create, edit, and delete services.
7.21.2
Creating a Service
To create a service:
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185
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the service.
2.
In the Folder Tree panel, click Resource, and then click Service.
3.
Enter a unique name of up to 32 characters for the service. This can only
contain alphanumeric characters, periods and underscores.
4.
Complete the remaining fields as described in section 7.21.4 "Service
Fields".
5.
Click Save.
Deleting a Service
To delete one or more services:
7.21.4
1.
In System Manager, go to the folder containing the services you want to
delete, and view the services in that folder using the Items panel list view.
2.
In the Items panel, check the box or boxes of the services to be deleted.
3.
Click Delete.
4.
In the Delete Services dialog box, click OK. The services will be deleted.
Service Fields
This table shows the tabs and fields available for the Service resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Field
Description
Entry
Default Required
A unique name for the
record.
Unique. Up to 32 characters,
alphanumeric, period, and
underscore characters only.
Must begin with alphanumeric.
Null
Yes
Description A description of the
record.
Up to 255 characters.
Null
No
Path
Click on the drop down arrow to Current Yes
show the folder tree, then select location
the required location.
in folder
tree
Details Tab
Name
Only shown when
resource is first created.
The location in the
folder tree where the
resource is to be
created.
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Field
Description
Entry
Default Required
Peripheral
The peripheral to
associate this service
with.
Select from drop-down.
Null
Yes
Peripheral
Name
The name to be
Up to 32 characters.
specified for this service
at the peripheral
Null
Yes
Service
How the service level is
Level Type calculated
Select from drop-down:
Default
Default Use the default
specified for the peripheral
Ignore Abandoned Calls Do
not include abandoned calls in
the calculation
Abandoned Calls have
Negative Impact Abandoned
calls count as exceeding the
service level threshold
Abandoned Calls have Positive
Impact Abandoned calls count
as having been promptly
answered
Note For services associated
with a Communications
Manager, this will always be
Ignore Abandoned Calls.
Yes
Service
Level
Threshold
0 to 1000000, or blank, to
Null
disable service level calculation
and force the router to use the
service level threshold of the
associated MRD peripheral.
Yes
Select from lower list of
available skill groups and click
Add to associate the checked
skill groups with this label. To
remove a skill groups
association from this service,
select from upper list and click
Remove.
No
The acceptable time
limit in seconds during
which a call should be
answered.
Skill Groups Tab
Skill
Groups
The Skill Groups to
associate with this
service
Null
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Field
Description
187
Entry
Default Required
Unique. Up to 32 characters,
alphanumeric, period, and
underscore characters only.
Must begin with alphanumeric.
From
Name
Yes
Select from the drop-down list
of available departments.
None
No
Advanced Tab
Enterprise
Name
The name that will
represent the service
within the network.
Department (Only shown for tenants
associated with Unified
CCE instances running
Unified CCE version
10.0 or later). The
department that this
resource is associated
with.
Peripheral
Number
The number to be
0 to 999999999.
specified for this service
at the peripheral.
Null
Yes
Media
Routing
Domain
The media routing
domain associated with
this service.
Null
Yes
Active
From Date
The date from which this Select date from calendar.
service should be active
within the system
Current
date
Yes
Active To
Date
The date after which this Either leave Forever checked,
service should be
or uncheck Forever and select
deleted from the system date from calendar.
Forever
No
Select from list.
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Field
Description
188
Entry
Default Required
Custom Data Tab
Key
The key for this custom
data item.
Unique. Up to 50 characters,
alphanumeric, period, and
underscore characters only.
Must begin with alphanumeric.
Null.
No
Value
The value to associate
with this key.
Up to 500 characters.
To add a new custom data keyvalue pair, complete both fields,
and click Add. You can have a
maximum of ten custom data
key-value pairs.
To edit an existing key-value
pair, rest the mouse briefly on
the entry, select the edit icon (
) and make your
changes.Then select the tick to
confirm the change, or the cross
to undo the change.
To delete an existing key-value
pair, rest the mouse briefly on
the entry, select the delete icon
( ), then clickOKto confirm
the deletion.
Null
Yes.
7.22
Skill Groups
7.22.1
About Skill Groups
A skill group is a collection of agents that share a common set of skills. Agents
are assigned one or more skills by associating the agent with the desired skill
groups.
Each skill group is associated with a specific media routing domain such as voice,
chat, or e-mail. In a multichannel deployment (that is, a Unified CCE deployment
that includes non-voice applications like Cisco Collaboration Server or E-Mail
Manager), when an agent logs in the agent automatically logs into skill groups
associated with that agent within the correct MRD. Then, as a task request for a
specific MRD begins script execution, the Agent/IVR Controller considers only
the skill groups associated with that specific MRD. This allows one script to be
written to handle many MRDs.
You can use System Manager to create, edit, and delete skill groups, and to assign
agents to these groups.
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Note
Unified CCMP does not support "sub-skill groups" - skill groups defined as a
subset of a parent group.
7.22.2
Creating a Skill Group
To create a skill group:
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the skill group.
2.
In the Folder Tree panel, click Resource, and then click Skill Group.
3.
Enter a unique name for the group.
4.
Complete the remaining fields as described in section 7.22.6 "Skill Group
Fields".
5.
To assign agents to the skill group, on the Agents tab, check the boxes of one
or more agents, and click on Add above the list.
Note
The Selected Path drop-down at the top allows you to select agents from other
folders to add to the skill group.
7.22.3
6.
To create a route and assign it to the skill group, on the Routes tab, specify
the name of the route, and an optional description, then click Add. A new
route will be created and associated with the skill group when the skill group
is saved.
7.
Click Save.
Editing a Skill Group
To edit a skill group:
1.
In System Manager, go to the folder containing the skill group you want to
edit, and view the skill groups in that folder using the Items panel list view.
2.
In the Items panel, click on the skill group you want to edit. The details of
this skill group are displayed in the Details panel.
3.
Click through the tabs and edit the fields you want to change.
4.
To remove agents from a skill group, click on the Agents tab and check the
boxes of the agents you wish to remove from the team. Click Remove.
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190
5.
To remove a route association from a skill group, on the Routes tab, click the
Delete icon beside the route you want to remove. The route will be deleted,
and the association with the skill group will be removed when the changes to
the skillgroup are saved.
6.
To edit the details of an existing route that is associated with a skill group,
click the Edit icon beside the route, make the required changes, then click
OK to confirm the changes. The route details will be changed when the
changes to the skill group are saved.
7.
Click Save.
Deleting a Skill Group
Note
You cannot delete a skill group that is referenced in a script. This reference must
be removed before the skill group can be deleted.
To delete one or more skill groups:
1.
In System Manager, go to the folder containing the skill groups you want to
delete, and view the skill groups in that folder using the Items panel list
view.
2.
In the Items panel, check the box or boxes of the skill groups to be deleted.
3.
Click Delete.
4.
In the Delete Skill Groups dialog box, click OK. The skill groups and any
routes associated with them will be deleted.
Note
Deleting a skill group automatically removes it from any enterprise skill groups in
which it is referenced.
7.22.5
Bulk Uploading Skill Groups
In addition to creating skill groups one at a time, you can also bulk load skill group
records previously output to a CSV (comma separated values) file. For more
information seesection 6.5.1 "About Bulk Upload".
7.22.6
Skill Group Fields
This table shows the tabs and fields available for the Skill Group resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
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Description
Entry
Default
A unique enterprise
name for the record.
Unique. Up to 32
Null
characters, letters, numbers,
periods, and underscore
characters only. Must begin
with letter or number.
Yes
Description A description of the
skill group.
Up to 255 characters.
No
Path
Only shown when
resource is first
created. The location in
the folder tree where
the resource is to be
created.
Click on the drop down
Current
arrow to show the folder
location in
tree, then select the required folder tree
location.
Yes
Peripheral
The peripheral to be
used for the agents in
the skill group.
Select from list.
Default
Peripheral
Yes
Media
Routing
Domain
A description of how
contact is made
Select from list
Cisco_Voice
No
Contact
Center
Picks The
Agent
(IPTA)
A tick-box indicating
whether Unified CCE
selects the Agents
within the Skill Group
to receive calls
Check box.
Checked
No
Select from Default, Ignore
Abandoned Calls,
Abandoned Calls Have
Negative Impact, and
Abandoned Calls Have
Positive Impact.
Note: "Default" = Ignore
Abandoned Calls.
Use Default
No
Null
No
Required
Details Tab
Name
Service
Optionally, use to
Level Type indicate how abandoned
calls should be factored
in calculating service
levels.
Service
Level
Threshold
The threshold, in
0 to 2147483647.
seconds, for the Unified
CCE service level.
Null
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Description
Entry
Default
Agents associated with
this skill group.
Select from lower list of
Null
available agents and click
Add to include the checked
agents in this skill group. To
remove existing agents from
this skill group, select from
upper list and click
Remove.
To make this skill group the
default skill group for an
agent, check the Default
box beside the agent. To
revert the default skill group
for this agent to the system
default, uncheck the box.
No
The name of the route.
Unique. Up to 32
Null
characters, letters, numbers,
periods, and underscore
characters only. Must begin
with letter or number.
Yes
Up to 255 characters.
Null
No
From Name
and
Peripheral
Yes
None
No
Required
Agents Tab
Agents
Routes Tab
Route
Name
Route
A description of the
Description route.
Advanced Tab
Enterprise
Name
The name that will
Unique. Up to 32
represent the skill group characters, alphanumeric,
within the network
period, and underscore
characters only. Must begin
with alphanumeric.
Department (Only shown for tenants Select from the drop-down
associated with Unified list of available
CCE instances running departments.
Unified CCE version
10.0 or later). The
department that this
resource is associated
with.
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Field
Description
Entry
Default
Peripheral
Number
The number to be used 0 to 16777215.
on the peripheral for the
Skill Group
Generated
No
automatically
Active
From Date
The date from which
the Skill Group should
be active in the system
Select date from calendar.
Current date
Yes
Active To
Date
The date after which
the Skill Group should
be deleted from the
system
Either leave Forever
checked, or uncheck
Forever and select date
from calendar.
Forever
No
Null.
No
Required
Custom Data Tab
Key
The key for this custom Unique. Up to 50
characters, alphanumeric,
data item.
period, and underscore
characters only. Must begin
with alphanumeric.
Value
The value to associate
with this key.
Up to 500 characters.
Null
To add a new custom data
key-value pair, complete
both fields, and click Add.
You can have a maximum
of ten custom data keyvalue pairs.
To edit an existing keyvalue pair, rest the mouse
briefly on the entry, select
the edit icon ( ) and make
your changes.Then select
the tick to confirm the
change, or the cross to undo
the change.
To delete an existing keyvalue pair, rest the mouse
briefly on the entry, select
the delete icon ( ), then
clickOKto confirm the
deletion.
Yes.
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7.23
User Variables
7.23.1
About User Variables
194
A user variable is a named object which can hold a value up to 40 characters long.
User variables are used in routing scripts.
You can use System Manager to create and delete user variables.
Note
User variables can only be created and deleted. They cannot be edited.
7.23.2
Creating a User Variable
To create a user variable:
1.
In System Manager, in the Folder Tree panel, select the folder where you
want to create the user variable.
2.
In the Folder Tree panel, click Resource, and then click User Variable.
3.
Complete the remaining fields as described in section 7.23.5 "User Variable
Fields". Active from and to dates can be set in the Advanced tab.
Note
Unified CCE requires that all user variable names begin with the string user. The
Code Text will therefore automatically be prefixed with this string on saving. For
example, if you enter a Code Text of Temp, the resulting user variable will be
called userTemp.
4.
7.23.3
Click Save.
Deleting a User Variable
To delete one or more user variables:
1.
In System Manager, go to the folder containing the user variables you want
to delete, and view the user variables in that folder using the Items panel list
view.
2.
In the Items panel, check the box or boxes of the user variables to be
deleted.
3.
Click Delete.
4.
In the Delete User Variables dialog box, click OK. The user variables will
be deleted.
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Bulk Uploading User Variables
In addition to creating user variables one at a time, you can also bulk load user
variable records previously output to a CSV (comma separated values) file. For
more information seesection 6.5.1 "About Bulk Upload".
7.23.5
User Variable Fields
This table shows the tabs and fields available for the User Variable resource.
For more information about tabs that are common to many resources, see section
6.1.4 "Common Details Panel Tabs".
Field
Description
Entry
Default Required
Code Text
The name of the user
variable.
Up to 28 characters, consisting Null
of letters, numbers, periods and
underscores only.
Will be automatically prefixed
with user by the system upon
saving
Yes
Object
Type
The type of object with
which to associate the
variable. You may
choose not to associate
the user variable with an
object by selecting OT_
USER_VARIABLE.
Select from list
Null
Yes
Data Type
The data type for the
variable.
Select from list
Long
Yes
Persistent
Whether the user
Check box.
variable retains value
across Central Controller
restarts.
Details Tab
Description A description of the
variable and how it
should be used.
Path
Up to 255 characters.
Only shown when
Click on the drop down arrow
resource is first created. to show the folder tree, then
The location in the folder select the required location.
tree where the resource
is to be created.
Checked No
Null
No
Current Yes
location
in folder
tree
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Description
196
Entry
Default Required
Advanced Tab
Active
From Date
The date from which the
variable will be active in
the system.
Select date from calendar.
Current
date
No
Active To
Date
The date after which the
variable should be
deleted from the system.
Either leave Forever checked,
or uncheck Forever and select
date from calendar.
Forever
No
Null.
No
Custom Data Tab
Key
The key for this custom
data item.
Unique. Up to 50 characters,
alphanumeric, period, and
underscore characters only.
Must begin with alphanumeric.
Value
The value to associate
with this key.
Up to 500 characters.
Null
To add a new custom data keyvalue pair, complete both
fields, and click Add. You can
have a maximum of ten custom
data key-value pairs.
To edit an existing key-value
pair, rest the mouse briefly on
the entry, select the edit icon (
) and make your
changes.Then select the tick to
confirm the change, or the
cross to undo the change.
To delete an existing key-value
pair, rest the mouse briefly on
the entry, select the delete icon
( ), then clickOKto confirm
the deletion.
Yes.
8 Security Manager
Security Manager
8.1
Security Features
8.1.1
About Security
8.1.1.1
Security and theFolder Structure
197
Security management in Unified CCMP is folder based, and therefore a basic
folder structure needs to be in place before security can be set up. Users are
granted permissions to perform certain tasks within specified folders, and these
permissions are inherited by the child folders and on down through the folder tree.
8.1.1.2
Inheritance and Policy Root Folders
By default, all folders except the tenant folder inherit the permissions of their
parent. The tenant folder is therefore considered the root folder for a single
security policy.
This inheritance link can be broken for individual folders, allowing separate
permissions to be applied to them. These folders become policy roots, with their
child folders inheriting their permissions.
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Figure 8.1
198
Folders and Security Policies
Note
When changing a user's permissions on a folder, checking the Change
permissions for sub-folders box forces the system to propagate the changes into
any policy roots below it in the tree.
8.1.2
About Users and Groups
Users can belong to groups of users that have the same permissions. The
permissions assigned to that group apply to all members of that group.
Groups may be members of other groups. For example, if you wanted users with
permissions over the San Francisco policy root to have permissions only within the
San Francisco tree, but users with permissions within the New York policy root to
have permissions within both New York and San Francisco, you could create a
group for each policy which had permissions only within that policy, and then
make the New York group a member of the San Francisco group.
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Figure 8.2
Groups and Security Policies Example
Both users and groups may be members of more than one group.
Users and groups are created, moved, edited and deleted using Tools > Users and
Tools > Groups. To assign permissions to a user or group use Tools > Security.
8.1.3
About Default Groups
When you break the inheritance link for a folder, you create a new policy root
folder. This automatically creates a number of default user groups within the
policy root folder, with permissions over that policy. The default groups that are
created, and the permissions they are assigned on folders, are set using Settings >
System Settings.
Two default groups are also present in the Root folder. These are:
Everyone: allows users to browse the Shared and Unallocated folders.
When a user is created they are automatically assigned to this group.
Administrators: provides the host administrator with full permissions
throughout the system.
The details of these two groups cannot be changed, although users and groups may
be assigned to them or removed from them as normal.
8.1.4
About Permissions
Individual permissions (or tasks), such as creating agents or viewing resources,
are gathered together into roles. Permissions for users and groups are then granted
by means of these roles. There are two kinds of role used to grant permissions:
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Global roles globally switch on the ability to perform certain kinds of
action within the system, such as the ability to access the Security Manager
tool (see section 8.2.2 "About Global Roles" for more information about
global roles).
Folder roles specify the tasks which may be performed within individual
folders, for example the ability to manage security within a specific tenant
folder (see section 8.3.2 "About Folder Roles" for more information about
folder roles).
For example, to manage security for a folder, a user needs a global role granting
security management permissions, and a folder role granting permission to manage
security within that folder.
8.1.5
About Default Roles
A number of default roles are provided with the system. These roles are shown
below.
Default global roles:
Global Basic: allows a user to perform basic provisioning and management
functions.
Global Advanced: allows a user to perform advanced provisioning and
management functions, including all those allowed by the Global Basic
global role.
Global Host: allows a user to perform all licensed functions.
Default folder roles:
Supervisor: allows a user to manage users and most resources in the
specified folder.
Basic: allows a user to browse most resources in the specified folder.
Advanced: allows a user to browse and access to most resources in the
specified folder, including all those allowed by the Basic folder role and the
Supervisor folder role.
Full Permissions: allows a user to perform all licensed functions in the
specified folder.
8.1.6
About Security Management Tools
Unified CCMP provides the following functions to manage security.
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Function Usage
Global
Roles
Allows you to create and manage global roles, and to assign these
global roles to users and groups. (access via Tools > Roles > Roles)
Roles
Allows you to create and manage folder roles.
Note. Use Security to assign folder roles to users or groups for
specific folders.
Users
Allows you to create and manage users, and to view the folder roles
and global roles they have.
Groups
Allows you to create and manage groups, and to view the folder
roles and global roles they have.
Security
Allows you to view and edit (but not create) folder roles, assign
folder roles to users and groups, change folder security inheritance
and view and edit users and groups.
Note. Use Tools > Roles >Global Roles to assign global roles to
users and groups.
All these functions are available from Tools on the top menu.
8.2
Global Roles
8.2.1
About The Global Role Manager
The Global Role Manager allows you to create and manage global roles, and to
assign these global roles to users and groups.
8.2.2
About Global Roles
Global roles are collections of tasks that specify the permissions a user has the
potential to perform within the system. For example, a user assigned a global role
that includes the 'System Manager' task has the potential to access the System
Manager tool if they are assigned folder roles that require this. Global roles are
not contained within individual folders, but exist throughout the system and can be
applied to any user or group.
The roles that are needed in Unified CCMP are determined by the requirements of
the different categories of user who will be working within that system.
Note
If some roles appear disabled and marked as unlicensed following an install or an
upgrade, it may be that you need a license upgrade to access those features.
Contact your reseller for further information.
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202
Managing Global Roles
Global roles can normally only be managed by host administrators, but it is
possible to allow tenant administrators to grant users and groups global
permissions without assigning them full global security permissions by setting up
global permissions groups in each tenant root, each of which has been uniquely
assigned a particular global role.
To manage global roles, click Tools > Roles to start the Role Manager, then click
Global Roles.
8.2.4
Creating a Global Role
To create a global role:
8.2.5
1.
In the Global Role Manager, click New.
2.
Give the new role a name reflecting the permissions it grants or the category
of user it is intended for.
3.
Add a description if necessary, such as a summary of the permissions
granted.
4.
Select the tasks to be included in this global role.
5.
Click Save.
Assigning a Global Role
To grant or remove global permissions:
1.
In the Global Role Manager, click the global role to be assigned to users or
groups. The properties of the global role are displayed.
2.
Click the Members tab.
To remove a user or group from this global role:
1.
Click the Delete icon (
) by the member, and then click Confirm.
To add a user or group to this global role:
1.
Click the Add Members button. A dialog box will open.
2.
Go to the folder containing the users or groups to be assigned this global role.
You can use the fields at the top to filter this view to show only users or only
groups, or to search for specific names.
3.
Select the required members. You can select users and groups from multiple
folders. Then click OK.
4.
Close and Save.
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203
Editing a Global Role
To edit a global role:
8.2.7
1.
In the Global Role Manager, click the global role to be edited.
2.
Click the Details tab and change the details if required.
3.
Select Enabled to ensure that the global role is available to system users.
4.
Select Hidden if you want the global role to be hidden from system users.
5.
On the Tasks tab select the tasks you want to add to the global role, and
clear the tasks you want to remove from the global role.
6.
Click Save to save your changes.
Deleting a Global Role
To delete a global role:
1.
In Global Role Manager, select the global role you want to delete and click
Delete.
2.
Click OK to confirm the deletion.
Note
You will not be able to delete a global role that still has members.
8.3
Folder Roles
8.3.1
About The RoleManager
The Role Manager allows you to create and manage folder roles.
Note
You cannot use the Role Manager to assign folder roles to users and groups. Use
the Security Manager to assign folder roles to users or groups for specific folders.
8.3.2
About Folder Roles
Folder roles are sets of permissions that users and groups may be granted on
specific folders. They are not contained within individual folders, but exist
throughout the system and can be applied to any user or group for any folder.
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The roles that are needed in Unified CCMP are determined by the requirements of
the different categories of user who will be working within that system. For each
folder role created there should be a global role which provides all the global
permissions necessary to allow performance of the tasks specified. A global role
with more permissions than needed can normally be safely used instead.
For example, if a folder role contains the task 'Manage Dimensions', there should
also be a global role containing the 'System Manager' task along with tasks like
'Provision Agent', 'Provision Agent Desktop', depending on which resources the
folder role allows users to manage.
Note
If some roles appear disabled and marked as unlicensed following an install or an
upgrade, it may be that you need a license upgrade to access those features.
Contact your reseller for further information.
8.3.3
Managing Folder Roles
To manage folder roles, click Tools > Roles.
To grant users roles on specific folders, use the Security Manager instead.
Note
By default, only host administrators can manage folder roles.
8.3.4
Creating a Folder Role
To create a folder role:
8.3.5
1.
In the Role Manager, click New.
2.
Give the new role a name reflecting the permissions it grants or the category
of user it is intended for.
3.
Add a description if necessary, such as a summary of the permissions
granted or a list of the global roles that are suitable for use with this folder
role.
4.
Select the tasks to be included in this role.
5.
Click Save.
Assigning a Folder Role
To assign a folder role to a folder, use the Security Manager tool (see section
8.6.1 "About the Security Manager").
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205
Editing a Folder Role
To edit a folder role:
8.3.7
1.
In Role Manager, click the folder role you want to edit.
2.
Select Enabled to ensure that the folder role is available to system users.
3.
Select Hidden if you want the folder role to be hidden from system users.
4.
Select the tasks you want to add to the folder role, and clear the tasks you
want to remove from the folder role.
5.
Click Save to save your changes.
Deleting a Folder Role
To delete a folder role, in Role Manager, select the folder role you want to
delete, click Delete, and then OK.
Note
You will not be able to delete a folder role that is still being used.
8.4
Users
8.4.1
About The UserManager
The User Manager allows you to create and manage users, and to view the folder
roles and global roles they have.
8.4.2
About Users
Unified CCMP treats user accounts similarly to resources. That is, each user
account must be contained within a specific folder, and users with appropriate
permissions on that folder can change the properties of that user (for example, the
password) or move or delete the user account.
The folder that contains a user account does not affect the permissions of that
user.
8.4.3
About ISE Enabled Users
ISE enabled users are Unified CCMP users that are linked to Unified CCE users.
When the linked Unified CCEuser runs Cisco's Internet Script Editor (ISE),
Unified CCMP security is applied to the scripts and resources shown. So the
Unified CCE user is only able to access the ISE scripts and resources that the
linked Unified CCMP user is able to access.
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There are two ways to create a linked Unified CCE and Unified CCMP user so
that Unified CCMP security can be applied to ISE scripts and resources.
Normally, you will create the user in Unified CCMP, specify that it is ISEenabled, and Unified CCMP will automatically create the linked Unified CCE
user (see section 8.4.5 "Creating a User"). But if a suitable user already exists in
Unified CCE, Unified CCMP will automatically import it. You can then configure
the user as ISE-enabled in Unified CCMP (see section 8.4.13 "Configuring
Imported UCCE Users for ISE Integration").
For more information about configuring ISE to use Unified CCMP security and
creating ISE enabled users, see Administration Guide for Cisco Unified Contact
Center Management Portal, chapter Remote Resource Provisioning, section
Partitioned Internet Script Editor.
8.4.4
Managing Users
To manage users, select Tools > Users. This allows you to create, edit and delete
users, add them to groups and remove them from groups.
To change the permissions (folder roles) a user has on specific folders, use
Security Manager instead.
8.4.5
Creating a User
To create a user:
1.
Select Tools > Users.
2.
From the folder tree on the left, select the folder in which to create the new
user.
3.
Click the New option. The Create a New User page will open.
4.
Enter the following details:
In the Login Name field enter the name for the new user account. The
user will use this name to login to Unified CCMP.
Note
For an Internet Scrip Editor enabled user (see section 8.4.3 "About ISE Enabled
Users"), the login name must correspond to an existing Windows active directory
user. This name must be formatted as <username>@<domainname>, where
<username> is the Windows username and <domainname> is the fully qualified
Windows domain name, for example, [email protected].
In the Password field enter the password for the new user.
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Notes
You will not be asked for a password or password confirmation if your
installation uses single sign on.
The user's password cannot be the same as their Login Name, and must meet any
password restrictions that are specified by the system administrator in Settings
>Security Settings.
Additionally,for an Internet Script Editor enabled user (see section 8.4.3 "About
ISE Enabled Users"), the password must match the password for the
corresponding Windows active directory user.
In the Confirm Password field re-enter the selected password.
In the First Name and Last Name fields enter the user's details.
In the Email field enter the email address (if any) of the new user.
In the Description field, optionally enter any explanatory text, such as
a job title.
Enter the User Home Folder that the user will start in when they log
in. If you leave this blank, it will automatically be set to the folder the
user is created in.
If required, select Create a new folder for this user, to create a new
folder for the user below the User Home Folder. The name of the new
folder will be the users Login Name followed by the default folder
suffix specified in Settings > Security Settings > User Folder Suffix.
Note
Basic users will only be able to view their home folder.
5.
Select any of the following check boxes which are applicable:
Select the Advanced Mode check box if the user is to be assigned
global roles that allow them to access advanced mode tools such as the
System Manager.
Note
The number of advanced users should be limited as far as is practical.
Select the Account Enabled check box to ensure that the user is live in
the system. If unchecked the new user account will be saved in the
system, but the user will not be able to login.
Select the User must change password at next Logon check box to
prompt the new user to change their password after their first login.
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Select the Password Never Expires check box to assign the password
to the new user indefinitely.
Select the User cannot change password check box to prevent the
new user from changing their own password (it can still be changed by
administrators).
Select the Internet Script Editor Enabled check box to specify that
this user is ISE-enabled (see section 8.4.3 "About ISE Enabled
Users"). This also creates a linked Unified CCE user that can access
Cisco's Internet Script Editor using VIM security partitioning.
Note
If you select Internet Script Editor Enabled you must also ensure that:
the Login Name is in the format specified above for ISE-enabled users
the user has the Browse Dimensions permission on the folders containing
the scripts and resources that the linked Unified CCE user needs to be able
to access in Cisco's Internet Script Editor.
6.
If you wish to create more than one user, select the Create Another check
box to remain on the Create a new user page after you have created this
user.
7.
Click Save.
Note
You can also create a user in System Manager (in the Folder Tree panel, select
System > User).
8.4.6
Editing User Details
To edit user details in User Manager:
1.
Select Tools > Users.
2.
From the folder tree on the left, select the folder containing the user to be
edited.
3.
Click on the user. A page showing the user details opens.
4.
Edit details as desired. The user's password can be changed from the
Password tab, and the user can be added or removed from groups using the
Groups tab.
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Note
You can also edit a user in System Manager by clicking on the user in the Items
panel (list view).
8.4.7
Moving a User
To move a user in User Manager:
1.
Select Tools > Users.
2.
From the folder tree on the left, select the folder containing the user to be
moved.
3.
Select the check box beside the user to be moved.
4.
Click the Move option. The Move a user page will open.
5.
Go to the folder you want to move the user to.
6.
Click Save.
Note
You can also move a user in System Manager by selecting the check box beside
the user in the Items panel (list view) and clicking Move.
8.4.8
Deleting a User
To delete a user:
1.
Select Tools > Users.
2.
From the folder tree on the left, select the folder containing the user to be
deleted.
3.
Select the check box beside the user to be deleted.
4.
Click the Delete option and confirm the deletion when prompted.
Note
You can also delete a user in System Manager by selecting the check box beside
the user in the Items panel (list view) and clicking Delete.
8.4.9
Copying a User
To copy a user thus copying all of the users settings, group memberships and
roles:
1.
Select Tools > Users.
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210
2.
From the folder tree on the left, select the folder containing the user to be
copied.
3.
Click on the user. A page showing the user details will open.
4.
Click on the Copy option. A dialog displaying empty user fields will be
displayed.
5.
Fill in the details of the new user.
6.
Click the Copy button on the dialog.
Viewing User Permissions
To see a user's permissions (folder roles and global roles):
1.
Select Tools > Users.
2.
From the folder tree on the left, select the folder containing the user.
3.
Click on the user. A page showing the user details will open.
4.
Click on the Access option. You can see the folders the user can access, the
roles the user can perform on each folder and the global roles the user has.
Note
The Access option does not show whether these permissions have been assigned
directly to the user or through group memberships.
If there is an asterisk (*) beside a folder role or global role in the list, then that
permission is not currently active. This may be:
because the folder role or global role is not enabled
because the user has inherited the permission by being a member of a group
that has the permission, but the group is not enabled.
8.4.11
Changing User Permissions
To change the permissions (folder roles) a user has in a folder, use the Security
Manager tool (see section 8.6.1 "About the Security Manager").
To change the global roles that a user has, use the Global Role Manager (see
section 8.2.1 "About The Global Role Manager").
Note
For ease of maintenance, it is recommended that you assign user permissions to
groups, not to individual users.
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211
Changing the Groups a User Belongs To
To change the groups a user belongs to, use the Groups tab:
1.
Select Tools > Users.
2.
From the folder tree on the left, select the folder containing the user to be
updated.
3.
Click on the user. A page showing the user details will open.
4.
Select the Groups tab.
5.
From the Groups tab, you can remove the user from groups by clicking on the
Delete icon ( ) beside each group.
6.
You can add the user to new groups, as follows:
Click the Add to Group button. A dialog box opens.
Go to the folder containing the group the user is to be added to.
Select the check box of the group or groups. You can select groups
from multiple folders.
7.
8.4.13
Click Close and Save.
Configuring Imported UCCE Users for ISE Integration
Existing Unified CCE administrator users are automatically imported into Unified
CCMP in a format which supports Internet Script Editor (ISE) partitioning. These
Unified CCMP users need to be configured before the corresponding Unified CCE
users can use the ISE for partitioned editing.
To configure an imported Unified CCE user for partitioned ISE access:
1.
Select Tools > Users or Tools > System Manager and locate the user to be
edited. The user name will be formatted as <username>@<domainname>.
where <username> is the Windows user name and <domainname> is the
fully qualified Windows domain name. An example of an imported user
name could be [email protected]. The imported user will be in
your default import location unless you have moved the user after the import.
2.
Click the user to view the details.
3.
On the Details tab, select Account Enabled to enable the user.
4.
Give this user Browse Dimensions permission on the Unified CCE folders
and resources that they need to access using the Cisco Internet Script Editor.
You can do this in one of the following ways:
Select the Groups tab and add the user to a group that already has the
required permissions.
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Alternatively, after you have finished the remaining steps in this
section, select Tools > Security, On the Users tab, select the check
box beside the user, then click Change Permissions. Identify a
suitable folder role that includes Browse Dimensions, and assign it to
this user for each of the folders containing the scripts and resources
you want this linked user to be able to access.
5.
Click Save to update the user details for the linked Unified CCMP user.
6.
If your Unified CCMP installation does not use single sign on, then before
this user can be used to access ISE, you must log in to Unified CCMP as this
user, and supply a password when prompted. This password must be the
same as the password for the corresponding Windows active directory user.
If your VIM installation uses single sign on, this step is not required.
Note
For more info about ISE enabled users, see section 8.4.3 "About ISE Enabled
Users" and Administration Guide for Cisco Unified Contact Center Management
Portal, Chapter Remote Resource Provisioning, section Partitioned Internet Script
Editor.
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8.4.14
User Fields
8.4.14.1
Fields Available When Creating a User
Field
Description
Entry
Default Required
Login
Name
A unique login
name for the
Portal user.
Unique. Up to 50 characters. Any
Null
Unicode character is valid, except
single quote ('), double quote (") and
Unicode characters in the "Symbol,
Other" category.
Additionally, for an Internet Scrip
Editor enabled user, the login name
must correspond to an existing Windows
active directory user. This name must
be formatted as
<username>@<domainname>, where
<username> is the Windows username
and <domainname> is the fully
qualified Windows domain name, for
example, [email protected]
Yes
First Name The first name of Up to 50 characters.
the Portal user.
Null
No
Last Name The last name of
the Portal user.
Up to 50 characters.
Null
No
The users email
address
Up to 255 characters. Must be a valid
email address in the format
[email protected].
Null
No
Culture
The language
and location
setting for this
user.
Select from the drop-down list
Culture Yes
setting
of the
user
creating
the new
user
Up to 255 characters.
Null
No
Null
No
Description A description of
the Portal user.
Advanced
Mode
Indicates
Check this box to specify whether the
whether this user user has advanced mode functionality.
has advanced
mode
functionality.
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Field
Description
Entry
Default Required
Account
Enabled
Indicates
whether this user
is currently
active on the
system.
Check this box to specify that the user
is currently active. If this box is not
checked then this user will not be able
to log on to the Portal web application.
Selected No
User must
change
password
at next
login
Indicates
whether this
password is only
valid for a single
log in.
Check this box to force the user to
change their password the next time
they log in.
Null
No
Password
never
expires
Indicates
whether the
password will
never expire.
Check this box to specify that the users Null
password never expires. If this box is
not checked, the users password will
expire after the number of days
specified in Settings > Security Settings
> Password Expiry.
No
User
cannot
change
password
Indicates
whether the user
cannot change
their password.
Check this box to specify that the user
cannot change their password. If this
box is not checked, the user can change
their password using Settings > Change
Password.
Null
No
User Home The users home
Folder
folder.
From the folder tree, select the location
of the home folder that the user will be
taken to on login.
Yes
Internet
Script
Editor
Enabled
Check this box to create a linked
Cleared
Unified CCE user that can access
Cisco's Internet Script Editor using the
security settings of this VIM user. In
this case, the following apply:
The login name must correspond to
an existing Windows active
directory user.
If the installation does not use single
sign on, the specified password must
match the password for the
corresponding active directory user.
Indicates
whether the user
is linked to a
Unified CCE
user.
No
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Field
Description
Entry
Default Required
Create a
new folder
for this
user
Indicates
whether to
create a new
folder for this
user.
Check this box to create a new folder
Cleared
for the user below the User Home
Folder. The name of the new folder will
be the users Login Name followed by
the default folder suffix specified in
Settings > Security Settings > User
Folder Suffix.
No
Password
The password
that the user will
use to log in to
the system.
Only required if the installation does not Null
use single sign on.
The users password cannot be the
same as their Login Name, and must
meet any password restrictions that are
specified by the system administrator in
Settings > Security Settings.
Additionally,for an Internet Script
Editor enabled user, the password must
match the password for the
corresponding Windows active directory
user.
Yes
Confirm
Password
The same as for
the Password
field. This
ensures that the
user is not
prevented from
logging in by
typographical
errors made
when setting his
or her password.
Only required if the installation does not Null
use single sign on.
Enter password confirmation. This must
match the value specified in the
Password field.
Yes
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8.4.14.2
Field
216
Fields Available When Editing a User
Description
Entry
Default Required
A unique login
name for the
Portal user.
Unique. Up to 50 characters. Any
Current
Unicode character is valid, except single value
quote ('), double quote (") and Unicode
characters in the "Symbol, Other"
category.
Additionally, for an Internet Scrip Editor
enabled user, the login name must
correspond to an existing Windows active
directory user. This name must be
formatted as
<username>@<domainname>, where
<username> is the Windows username
and <domainname> is the fully qualified
Windows domain name, for example,
[email protected]
Yes
First Name The first name
of the Portal
user.
Up to 50 characters.
Null
No
Last Name The last name
of the Portal
user.
Up to 50 characters.
Null
No
Up to 255 characters. Must be a valid
email address in the format
[email protected]
Null
No
Description A description of Up to 255 characters.
the Portal user.
Null
No
User Home The users
Folder
home folder
From the folder tree, select the location
of the home folder that the user will be
taken to on login.
Yes
Advanced
Mode
Indicates
whether this
user has
advanced mode
functionality.
Check this box to specify whether the
user has advanced mode functionality.
Null
No
Account
Enabled
Indicates
whether this
user is currently
active on the
system.
Check this box to specify that the user is
currently active. If this box is not
checked then this user will not be able to
log on to the portal web application.
Selected No
Details Tab
Login
Name
The users
email address
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Field
Description
Entry
Default Required
Internet
Script
Editor
Enabled
Indicates
whether the
user is linked to
a Unified CCE
user
Check this box to create a linked Unified Cleared
CCE user that can access Cisco's
Internet Script Editor using the security
settings of this VIM user. In this case,
the following apply:
The login name must correspond to an
existing Windows active directory
use.
If the installation does not use single
sign on, the specified password must
match the password for the
corresponding active directory user.
No
Password Tab (only present if the installation does not use single sign on)
Reset
Password
Whether to
reset the
password for
this user.
Check this box to reset the users
password.
Null
No
Password
Only shown if
Reset Password
is checked. The
new password
for this user.
The users password cannot be the same
as their Login Name, and must meet any
password restrictions that are specified
by the system administrator in Settings >
Security Settings.
Additionally,for an Internet Script Editor
enabled user, the password must match
the password for the corresponding
Windows active directory user.
Null
Yes
Confirm
Password
Only shown if
Enter password confirmation. This must
Reset Password match the value specified in the
is checked. The Password field.
same as for the
Password field.
Null
Yes
User
exceeded
maximum
login
attempts
Set by the
system if the
user has been
locked out of
the system
because the
maximum
number of login
attempts has
been exceeded.
Null
No
Clear this box to re-enable the user if the
user has been locked out for exceeding
the maximum number of login attempts.
The user will not be able to log on to the
portal until this box has been cleared.
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Field
Description
Entry
Default Required
Password
never
expires
Indicates
whether
password will
never expire.
Check this box to specify that the users
password never expires. If this box is not
checked, the users password will expire
after the number of days specified in
Settings > Security Settings > Password
Expiry.
Null
No
User
cannot
change
password
Indicates
whether the
user cannot
change their
password.
Check this box to specify that the user
Null
cannot change their password. If this box
is not checked, the user can change their
password using Settings > Change
Password.
No
User must
change
password
at next
login
Indicates
whether this
password is
only valid for a
single log in.
Check this box to force the user to
change their password the next time they
log in.
Null
No
To add user to a group, click Add to
Group, go to the folder that contains the
group, then select the group and click
OK.
To remove a user from a group, click the
Null
No
Groups Tab
Groups
Add this user to
a group or
remove this
user from a
group.
beside the group you want to remove
the user from.
8.5
Groups
8.5.1
About The GroupManager
The Group Manager allows you to create and manage groups, and to view the
folder roles and global roles they have.
8.5.2
About Groups
Unified CCMP treats groups similarly to resources. That is, each group must be
contained within a specific folder, and any user with appropriate permissions on
that folder can change the properties of the group.
The folder that contains a group does not affect the permissions of that group.
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8.5.3
219
Managing Groups
To manage groups, click Tools > Groups. This allows you to create, edit and
delete groups, add users or other groups to them and remove users or other groups
from them.
To change the permissions (folder roles) a group has on specific folders, use
Security Manager instead.
8.5.4
Creating a Group
To create a group:
1.
Select Tools > Groups.
2.
From the folder tree on the left, select the folder in which to create the new
group.
3.
Click the New option. The Create a new group page opens.
4.
Enter the following details:
In the Name field enter the name for the new group. Groups in
different folders may have the same name.
In the Description field enter a description for the group, such as a
summary of its permissions or the categories of users it is intended for.
If you want to create more than one group, select the Create Another
check box to remain on the Create a new group page after you have
created this group.
5.
Click Save.
Note
You can also create a group in System Manager (in the Folder Tree panel, select
System > Group).
8.5.5
Editing Group Details
To edit group details:
1.
Select Tools > Groups.
2.
From the folder tree on the left, select the folder containing the group to be
edited.
3.
Click on the group. A page showing the group details opens.
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220
Edit details as desired. Members of the group can be added or removed using
the Members tab, and the group itself can be added to or removed from
other groups using the Groups tab.
Note
You can also edit a group in System Manager by clicking on the group in the
Items panel (list view).
8.5.6
Moving a Group
To move a group:
1.
Select Tools > Groups.
2.
From the folder tree on the left, select the folder containing the group to be
moved.
3.
Select the check box beside the group to be moved.
4.
Click Move. The Move a group page opens.
5.
Go to the folder you want to move the group to.
6.
Click Save.
7.
Alternatively, click on the group name and click the Move option from the
details page.
Note
You can also move a group in System Manager by selecting the check box
beside the group in the Items panel (list view) and selecting Move.
8.5.7
Deleting a Group
To delete a group:
1.
Select Tools > Groups.
2.
From the folder tree on the left, select the folder containing the group to be
deleted.
3.
Check the group's check box.
4.
Click the Delete option and confirm the deletion when prompted.
Note
You can also delete a group in System Manager by checking the box beside the
group in the Items panel (list view) and selecting Delete.
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8.5.8
221
Viewing Group Permissions
To view the permissions of a group (folder roles and global roles):
1.
Select Tools > Groups.
2.
From the folder tree on the left, select the folder containing the group.
3.
Click on the group. A page showing the group details will open.
4.
Click on the Access option. You can see the folders that members of this
group can access, the roles that they can perform on each folder and the
global roles the user has.
Note
The Access option does not show whether these permissions have been assigned
directly to the group or are inherited through membership of other groups.
If there is an asterisk (*) beside a folder role or global role in the list, then that
permission is not currently active. This may be:
because the folder role or global role is not enabled
because the group has inherited the permission by being a member of a
larger group that has the permission, but the larger group is not enabled
because the group is not enabled.
8.5.9
Changing Group Permissions
To change the permissions (folder roles) members of a group have in a folder, use
the Security Manager (see section 8.6.1 "About the Security Manager").
To change the global roles that members of a group have, use the Global Role
Manager (see section 8.2.1 "About The Global Role Manager").
8.5.10
Changing the Members in a Group
To change the members of a group, use the Members tab:
1.
Select Tools > Groups.
2.
From the folder tree on the left, select the folder containing the group.
3.
Click on the group. A page showing the group details will open.
4.
Select the Members tab.
5.
From the Members tab, you can remove members by clicking on the Delete
( ) icon beside their names.
6.
From the Members tab, you can add members as follows:
Click the Add Members button. A pop-up will open.
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Go to the folder containing the users or groups to be added to the
current group. You can use the fields at the top to filter this view to
show only users or only groups, or to search for specific names.
Check the check. box of the new members. You may select users and
groups from multiple folders.
7.
Click Close and Save.
Note
You can also change the members in a group in System Manager by clicking on
the group in the Items panel (list view).
8.5.11
Changing the Groups a Group Belongs To
To change the groups that a group belongs to, use the Groups tab:
1.
Select Tools > Groups.
2.
From the folder tree on the left, select the folder containing the group to
update.
3.
Click on the group. A page showing the group details opens.
4.
Select the Groups tab.
5.
From the Groups tab, you can remove the group from other groups it is a
member of click the Delete icon ( ) by the group.
6.
From the Groups tab, you can add the group to other groups as follows:
Click the Add to Group button. A dialog box will open.
Go to the folder containing the group the current group is to be added
to.
Check the check box of the group or groups. You may select groups
from multiple folders.
7.
Click Close and Save.
Note
You can also change the groups a group belongs to in System Manager by
clicking on the group in the Items panel (list view).
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8.5.12
Group Fields
8.5.12.1
Fields Available When Creating a Group
Field
Description Entry
Default Required
Name
A unique
name for the
group.
Null
Yes
Null
No
Unique. Up to 50 characters, letters,
numbers, and underscore characters only.
Must begin with letter or number.
Description A description Up to 255 characters.
of the group.
8.5.12.2
Field
Fields Available When Editing a Group
Description
Entry
Default Required
A unique name for
the group.
Unique. Up to 50 characters, letters,
numbers, and underscore characters
only. Must begin with letter or
number.
Null
Yes
Description A description of
the group.
Up to 255 characters.
Null
No
Enabled
Check this box to specify that the
Selected No
group is currently active. If this box is
not checked then any access that has
been granted to users through this
group is not available.
Details Tab
Name
Indicates whether
this group is
currently active on
the system.
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Field
224
Description
Entry
Default Required
To add one or more members to this
group, click Add Members, go to the
folder that contains the users to add,
then select the user or users and click
OK.
To remove a user member from this
Null
No
To add this group to another group,
Null
click Add to Group, go to the folder
that contains the group you want to
add this group to, then select the group
and click OK.
To remove this group from another
No
Members Tab
Members
Add members to
this group or
remove members
from this group.
group, click
beside the user you
want to remove from the group.
Groups
Groups
Add this group to
another group or
remove this group
from another
group.
group, click
beside the group you
want to remove this group from.
8.6
The Security Manager
8.6.1
About the Security Manager
The Security Manager tool allows you to:
view the folder roles assigned to users and groups for a particular folder
assign folder roles to users and groups for a particular folder
change the folder role inheritance for a folder
view and edit the permissions available in a folder role
view and edit users
view and edit groups.
To start the Security Manager, click Tools > Security.
Note
You cannot use the Security Manager to assign global roles to users and groups.
Use the Global Role Manager to assign global roles to users and groups.
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8.6.2
225
Viewing Folder Roles Assigned to a Folder
To see the folder roles that users and groups have on a particular folder, select
that folder from the folder tree on the left. All the folder roles that users or groups
have on the selected folder are shown in the Permissions tab.
8.6.3
Assigning Folder Roles to Users and Groups
To use Security Manager to assign folder roles to users or groups:
1.
In Security Manager, click on the location in the folder tree that contains
the users or groups you want to assign folder roles to. Then:
either click on the Users tab to see the users in that folder
or click on the Groups tab to see the groups in that folder.
2.
Check the box or boxes beside the users or groups that you want to edit the
permissions for.
3.
Click Change Permissions to change the folder roles for the selected users
or groups.
4.
If you see a message telling you that the current folder is inheriting
permissions, and you want to break the inheritance and set different
permissions for this folder, click Edit Item Security then OK to confirm the
action. Cancel if you do not want to break the inheritance.
5.
If you are continuing to set folder roles, in the Folder Permissions dialog
box, select a folder location from the folder tree on the left hand side of the
screen, and one or more folder roles from the right hand side of the screen.
6.
Check the Change Permissions for Subfolders if you want to copy the
changed permissions to the subfolders of the selected folder also.
7.
Click Save to see a summary of the folder roles that will be changed.
8.
Click Confirm to apply the new folder roles.
Note
When assigning folder roles, be aware that, in some cases, to modify an item,
users may need browse permissions on related items as well as needing
permissions to modify the item itself. For example, in order to modify Agent
and/or Skill Group configuration, a user must be able to see the Peripheral that
they belong to.
8.6.4
Changing the Inheritance for a Folder
To change a folder's inheritance rule:
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1.
In Security Manager, from the tree on the left, select the folder to change .
2.
In the Permissions tab, clear the Inherit permissions from parent check
box to break the inheritance with the parent (or select it to reapply
inheritance).
3.
Click OK to confirm.
If you break the inheritance, the initial permissions will be set to those
that currently exist on the folder. These can then be changed if
necessary.
If you recreate the inheritance, the security settings for the folder will
be replaced with those of its parent folder.
8.6.5
Viewing and Editing Folder Roles
To view the folder tasks that are included in a folder role:
1.
In Security Manager, select a folder from the folder tree and click the
Permissions tab to view the folder roles that apply to the selected folder.
2.
Click on the folder role that you want to view or edit, to see a list of tasks
that could be included in this folder role.
3.
Check the Enabled check box to ensure that the folder role is available to
system users.
4.
Check the Hidden check box if you want the folder role to be hidden from
system users.
5.
Check the tasks you want to add to the folder role, and uncheck the tasks you
want to remove from the folder role.
6.
Click Save to save your changes.
Note
You can also use the Role Manager tool to view or edit the folder tasks included
in a folder role (see section 8.3.6 "Editing a Folder Role").
8.6.6
Editing User Details
To edit user details in Security Manager:
1.
In Security Manager, click on a location in the folder tree, and click on the
Users tab to see the users in that folder.
2.
Edit the user details as described in section 8.4.6 "Editing User Details".
3.
Click Save.
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8.6.7
227
Editing Group Details
To edit group details in Security Manager:
1.
In Security Manager, click on a location in the folder tree, and click on the
Groups tab to see the groups in that folder.
2.
Edit the group details as described in section 8.5.5 "Editing Group Details".
3.
Click Save.
9 System Administration Tasks
System Administration Tasks
9.1
About Administrator Tasks
228
This section identifies the main tasks that users with tenant administrator
permissions perform in Unified CCMP. Tasks do not need to be performed in the
order shown below, however, this order reflects the dependency of certain item
types on the existence of others.
Note
Users with System Administrator permissions can also perform all of the tasks in
this section.
9.2
Agent and Group Related Tasks
The tasks listed below pertain to agent record creation and agent groupings.
9 System Administration Tasks
229
Task
Description
Where
Create Agent
Desktops
An Agent Desktop associates a set of permissions or
characteristics with specific agents, such as how and when
calls to these agents are redirected, how and when they enter
various works states, and whether they can make outbound
calls.
You can create a Default Desktop that is the set of
permissions automatically assigned to all new agents unless
overridden.
Manage
Agent
Desktops
page
Create Agents and
Agent Supervisors.
Assign desk settings
to agents.
In order to use the back-end system, all prospective agents
Manage
first need an account which includes a login name and
Agents
password. You can designate certain agents as supervisors,
page
allowing them to be later designated as supervisors of agent
teams.
You can assign different desk settings to different agents
based on their needs, and, as necessary, temporarily suspend
their login permissions or turn on Agent State Trace, which
allows you to track their transition through various states of
readiness.
Create Skill Groups
and assign agents to
skill groups.
A skill group is a collection of agents that share a common
set of skills. Skill groups are one of the primary devices for
call routing.
An agent can be associated with multiple skill groups and
each skill group is associated with a specific media routing
domain (MRD) such as voice, chat, or e-mail.
Manage
Skill
Groups
page
Create Agent
Teams. Assign
agents and
supervisors to teams.
Agent teams allow you to associate a set of agents with a
specific supervisor.This association allows Unified CCE to
determine which supervisor to route an agent's Supervisor
Assist requests to.
Manage
Agent
Teams
page
Optionally, create
Enterprise Skill
Groups. Assign skill
groups to enterprise
skill groups.
An enterprise skill group is a logical grouping of skill groups,
and can include skill groups from different MRDs.
Unlike the Skill Groups page, the Enterprise Skill Groups
page can display skill groups from all MRDs.
Manage
Enterprise
Skill
Groups
page
9.3
Contact Routing Tasks
The tasks listed below relate to contact (voice and non-voice) routing
configuration.
9 System Administration Tasks
230
Task
Description
Where
Create
Call
Types.
A call type is a category of incoming routable task. Specific call types
are associated with Dialed Numbers. In this association, each call type
has a schedule that determines which routing script(s) are active for
that call type at any time. Because the call type determines which
routing script is run for a call, the call type defines call treatment in a
Unified CCE system.
There are two classes of call type/dialed number associations: voice
and non-voice.
Manage
Call
Types
page
Create
Dialed
numbers.
Map Call
Types to
Dialed
Numbers.
You set up a Dialed Number List, which identifies all of the phone
numbers in your contact center that customers can dial to initiate
contact. Dialed numbers are mapped to call types; this mapping is used
to identify the appropriate routing script for each call.
A typical call center requires a number of dialed number definitions. In
addition to answered calls, dialed numbers also need to be set up for
ring on no answer, dialed number plan entries, and for
supervisor/emergency assist calls.
Manage
Dialed
Numbers
page
Glossary
231
Glossary
A
Advanced Mode
A CCMP operation mode that provides access to all CCMP functionality and tools that a user is
allowed to access. Compare with Basic Mode.
Agent
Any contact center operative dealing with customers, usually by answering incoming phone calls.
Each agent is associated with a peripheral and can be a member of one or more skill groups.
Agent Desktop
the phone settings for an enterprise or Unified CCE agent. Agent Desktops can be associated
with each Unified CCE agent or with a Unified CCE peripheral.
Agent Team
A functional grouping of agents. An agent team is generally served by the same peripheral and
has a common business focus such as a specific aspect of technical support.
Available
A call state in which the logged in agent is ready to accept calls. The equipment will not route a
call to an agent unless they are available. This is a key metric monitored by supervisors to ensure
the readiness of their team to accept calls. A careful balance is required to ensure that there are
enough Agents available to accept calls without overstaffing or understaffing.
B
Basic Mode
A CCMP operation mode that provides a simple user interface for supervisors to manage agent
teams and skills. Compare with Advanced Mode.
Breadcrumb Trail
A trail of links indicating the users current location in a folder hierarchy or a set of related
pages. You can usually click on a link in the breadcrumb trail to go directly to that location.
Glossary
232
C
Call Type
A category of incoming call, associated with one or more dialed numbers.
CCMP Resource
A resource that is created and managed by CCMP. These resources are local to CCMP, and not
provisioned onto the remote equipment, for example, folders, users, groups. A CCMP resource
may or may not be associated with a tenant. Also known as a System Resource. See also
Resource. Compare with Remote Resource.
Cisco Unified Communications Manager (Unified CM)
A computer platform that provides the facilities of a traditional private branch exchange
telephony system (PBX) to packet devices such as Voice over IP (VoIP) gateways.
Cisco Unified Contact Center Enterprise (Unified CCE)
Cisco call routing platform.
Cisco Unified Customer Voice Portal (Unified CVP)
A telephone system that allows callers to use touchtone signals or their own voice to request selfservice information.
Comma Separated Variable (CSV)
A method of representing a spreadsheet using a text file. The values are separated by commas,
and each record is ended by a line break. The column headers are contained in the first record.
CSV
See Comma Separated Variable.
D
Dialed Number
The telephone number dialed by the calling party.
Dimension
Another name for a resource.
Glossary
233
Drill down, Drill up
To navigate through trees or data hierarchies. Drill down to view child folders or data in finer
detail and drill up to view parent folders or summarized data values.
E
Enterprise Service
An organizational grouping of agents within a company, perhaps spanning several contact centers
and served by different peripherals, providing a specific customer service, such as technical
support.
Enterprise Skill Group
Organizational association of contact center agents within a company, perhaps spanning several
contact centers and served by different peripherals. Agents in a skill group share common talents
such as technical or language abilities, or skills in dealing with complaints.
Exception
A value which falls outside set parameters. Exceptions may be highlighted for ease of
identification. See Thresholds.
Extensible Markup Language (XML)
A markup language used to create special-purpose markup languages. It allows data to be shared
across different systems, particularly systems connected via the Internet.
Extension (filenames)
The characters that end a filename, and which identify the type of data in that file, and hence
which program or programs that can access it.
Extension (telephone)
Either a telephone number that is local to the switch or a telephone station served by a PBX.
F
Folder Role
A collection of folder-based security tasks that a user or group is able to do. A user or group that
has a specific folder role on a specific folder is able to perform all the tasks in that folder role on
that folder. They can also perform those tasks in any subfolders that inherit their security
Glossary
234
permission from that parent folder. In some cases, access to a folder role task is controlled by a
Global Role task that allows access to the required functionality. For example, a Supervisor
folder role may be defined which allows various supervisor tasks like managing users and
information notices. A user or group that has the Supervisor folder role assigned to a folder will
be able to do these tasks in that specific folder. See also Role, Global Role, Task.
G
Global Role
A collection of global tasks that a user or group is allowed to perform. A user or group that has a
specific global role is able to do the tasks in that global role. For example, a global role called
Basic User may be defined, which allows basic functionality like accessing information notices
and modifying their own user settings. A user or group that has the Basic User global role will be
able to do these tasks, provided they have an appropriate Folder Role in any related folder. See
also Role, Folder Role, Task.
Group
A collection of one or or more users who share the same security roles. See also Roles, User.
H
HCS
SeeHosted Collaboration Solution
Hosted Collaboration Solution
A unified communications and collaboration platform for service providers and partners who
want to offer Cisco collaboration technologies using hosted and managed models.
HTML
See Hypertext Markup Language.
Hypertext Markup Language (HTML)
A markup language used to build web pages and other information that can be viewed in a web
browser.
Glossary
235
I
Information Notice
A notice used to inform contact center staff of general information or new announcements.
Interactive Voice Response (IVR)
See Voice Response Unit.
Internal in
An internal (non-customer) call received by an agent.
Internal out
An internal (non-customer) call initiated by an agent.
IP Phone
A telephone that can be integrated into a network.
IVR
See Voice Response Unit.
L
Label
An identifier, usually a destination number, which is associated with a specific peripheral target
or with a specific network target used for call routing purposes.
Login Name
The name that a user uses to log on to CCMP. Sometimes called User Name.
M
Media Routing Domain (MRD)
A collection of skill groups and services associated with a particular contact medium, such as
voice or email.
Glossary
236
Micro-application
A VRU function that can be invoked from a Network VRU Script, to communicate with the
caller, for example, to play a message to the caller, or to retrieve digits that the caller has
entered on the keypad.
MRD
See Media Routing Domain.
N
Not Ready
A call state in which the logged in agent is not involved in call activities but is also not ready to
accept calls.
P
Peripheral
A device or switch that routes customer phone calls to contact center staff. The term peripheral
is also used to describe parts of a contact center enterprise that receive calls from the device
(see also Peripheral Agent, Peripheral Service and Peripheral Skill Group).
Peripheral Gateway (PG)
Software developed by Cisco Systems that enables the Unified CCE to communicate with other
network devices such as an ACD, IVR or PBX.
Peripheral Service
A group of contact center agents that receive calls routed from the same peripheral device and
provide a specific customer service, such as technical support.
Peripheral Skill Group
See Skill Group.
Person
The representation of a physical person on the contact center system. A person may be linked to
a CCMP Login Name and to one or more Agents. See also Agent, Login Name.
Glossary
237
PG
See Peripheral Gateway.
Prefix
A character or characters added to a folder to specify where to place imported resources.
Prefix Rule
A rule that specifies where to locate imported items that have a specified prefix.
R
Ready (agent state)
An agent state where an agent is logged in and available to receive a call.
Ready (resource state)
A resource state where a resource is active in the system and has no pending edits to be applied.
Remote Resource
A resource that exists on the remote equipment. Some remote resources can be created or edited
in CCMP and provisioned onto the remote system. Other remote resources can be accessed by
CCMP but cannot be created, edited or provisioned in CCMP. A remote resource is always
associated with a tenant. See also Resource, CCMP Resource.
Remote Tenant
A tenant that exists on remote equipment.
Reserved
A call state in which an agent is waiting for a specific call and is unavailable to take general
incoming calls.
Resource
An entity that represents an asset belonging to a customer, for example, a dialed number, an
agent, a call route. Resources are stored in folders. Also see Remote Resource or CCMP
Resource.
Glossary
238
Role
A collection of tasks that are commonly performed by the same group of people (for example,
defined by their business role or position). A role can be a Global Role (defining a collection of
general tasks) or a Folder Role (defining a collection tasks that are associated with folders). See
also Folder Role, Global Role and Task.
S
Script
A program that performs a specific simple, repeated task such as determining where to route a
call.
Skill Group
An organizational association of contact center agents sharing common talents (for example,
technical or language abilities). Skill groups are associated with a particular peripheral and allow
the Unified CCE to route calls to the most appropriate available agent. Several skill groups at
different contact centers are served by different peripherals and may be collectively combined in
an Enterprise Skill Group.
State (resource)
The provisioning status of a resource. There are five states: Pending Active, Error, Ready,
Delete Pending and Deleted.
Supervisor
A person responsible for a team of agents. A supervisor can add and remove agents and view
statistics for the team that they supervise. A supervisor may also be an agent. See also Agent
Team.
System Administrator
The highest level of user in the management system. The System Administrator is responsible for
creating more users and granting user permissions and access permissions.
System Resource
See CCMP Resource.
Glossary
239
T
Task
An action that a user may or may not be able to perform, depending on the security permissions
they have been assigned. The task may be a global task (for example, running the Security
Manager tool, provisioning an agent) or a task that is associated with a folder (for example,
creating a user in a specific folder, managing information notices in a specific folder). Tasks are
collected together to create Roles. See also Folder Role, Global Role and Role.
Tenant
The CCMP representation of a real world organizational unit. Tenants are used to group contact
center resources in isolation, providing customers with a security partitioning mechanism.
Tenant Folder
A folder exclusive to a particular tenant. It is the same as a system folder except that a tenant
folder does not inherit the security permissions of a parent folder and is a stand-alone entity.
Compare with Folder.
Toolbar
In the CCMP GUI, a row of one or more buttons at the top of a panel that shows a list of
functions or options. These buttons are used to access the various functions and options available
to the user.
Top Menu
In the CCMP GUI, the options shown at the top right of all pages. These commonly include
Home, Tools, Help, Settings and Logout, and may be customized.
Transfer
A call forwarded to an agent.
Trunk
A collection of telephone lines associated with a single peripheral and usually used for a common
purpose.
Glossary
240
U
Unified CCE
See Cisco Unified Contact Center Enterprise.
Unified CM
See Cisco Unified Communications Manager.
Unified CVP
See Cisco Unified Customer Voice Portal.
User
A CCMP user, identified by a Login Name.
V
Voice Response Unit (VRU)
A device capable of automatically routing a call using a customer's replies to a series of
prompted messages. A VRU may respond directly to a customer's voice or to a sequence of
caller entered digits. Also called Interactive Voice Response Unit (IVR).
X
XML
See Extensible Mark-up Language.
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