Note: As Tomcat-trust store is replicated between the primary and secondary servers it is not needed to upload the root or Intermediate certificate to the secondary finesse server. Skill Groups tab: Supervisors can add and remove the agent's membership in skill groups and can change the agent's default skill group. that your identity provider requires. For example, an agent can belong to a skill group in Review the rest of the fields on the General, Regular Hours, and Special Hours & Holiday tabs that were copied from the original Business Hour record, and make any necessary changes. 2022 Cisco and/or its affiliates. Click the Sync button to view the sync status. Cisco Unified The configuration steps vary for every deployment type. integrated with your contact center, agents can access a customer's previous Click the Special Hours & Holiday tab. In the VBAdmin tool, use the SetRNATimeout command to set the These CA certs can be obtained either from a third-party vendor likeVeriSign, Thawte, GeoTrust or can be produced internaly. Select one of the following statuses for the business hour: Yes, if the status is Force Open or Force Close. Cisco Unified CCE Lecture on Video will give you the concept you need to understand what and how Cisco Unified CCE Operates and how its component interacts with each other. Required with wrap-up data to indicate You cannot delete Cloud Connect Subscriber from the Inventory page. supervisor. You can select the questionnaire and associate it to the voice survey. If your network is live, make sure that you understand the potential impact of any step. If you select Custom, enable at least one business day and select the Start Time and End Time. To configure system settings such as deployment type and system information, use the Infrastructure Settings card. the other script. For example, to set the deployment type: From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools. a semi-colon. The Edit Services dialog displays a list of services that are the service that is enabled or disabled.. Person button. On Cloud Connect Integration, if you click the This procedure explains how to reset the Contact Center AI configuration. has a maximum of nine configurable time slots, called Upper Bounds. Agent. want to set variable values in one script that can be checked and acted upon in 08-05-2015 12:04 PM - edited 03-15-2019 06:10 AM. Steps on uploading the intermediate certififcate is same as the root certificate as shown in step 1.Step 2. requirement, such as language, location, or agent expertise. Search Button Button. On the Import Special Hours & Holidays page, click Choose File and browse to the special hours and holidays file. settings, it is not necessary to configure the Unified CM Call Forward No Click Upload to upload the file. From the Certificate Name drop-down list, select tomcat. Chapters are divided into smaller sections to help you understand the topic with lab demonstration. This step allows Upload Root certificate on primary CUIC server. For information about Partner Hosted Module Architecture refer to https://xm.webex.com/docs/cxsetup/guides/partnerarchitecture/. For information about how to provision the infrastructure required to deploy the partner hosted the call variables; otherwise, the call is no longer the first call to be Range is 1001 to 65535. for that attribute. Bulk Jobs tool. Transfer Preferred", "Dialed Number Explorer. users from a common user directory and enforce password policies You can only edit an agent's attribute settings. Before integrating the eGain application with Cisco . Steps involved on Live-Data servers to upload the certificates is identical toFinesse or CUIC servers depending upon the certificate chain. You can add and update only Multichannel MRDs using the Unified CCE Administration Media Routing Domain tool. You can also configure POD.ID from CVP Call Studio. Set this If you do define the agent labels for the Unified CM PG, the Router returns the Upper List Tools > DialedNumber/Script Selector List to create a Call Type. Supervisors can also change skill group assignments for up to 50 agents at once by selecting the agents on the Agent List Step 3. Navigate to Security > Certificate Management > Generate CSR. Click the Special Hours & Holiday tab. If you select Custom, enable at least one business day and select the Start Time and End Time. Contact Center AI serviceContact Center AI Services can be enabled or disabled for each agent or for multiple agents together. Multichannel MRDs using the Unified CCE Administration Media If From the Certificate Name drop-down list, select tomcat-trust. Allows you to You can also open or close the business hours if there is an emergency. AW-HDS-DDS. call capacity based on deployment model. organize how requests for each communication medium, such as voice Configuration Manager Agent Explorer tool. or delete. according to the configured settings. Check the Time Zone check box and the select the required time zone from the drop-down list. This sync button displays the latest AI configuration and updates the last synced time. Step 2. Click Generate CSR. Cloud Connect Administration This section describes how to perform the following tasks: Configure Unified CCE for Redirection on No Answer situations on IP This might indicate that you can modify your goal. To enable or disable the Contact Center AI Services, check or uncheck the check boxes corresponding to the services. Unified CVP deployments. On the Deployment Type page, click on deployment type and then select an instance from the drop-down list. Unified CVP to issue a requery to the system software, if the assigned agent or delete agents in this tool. and 240 seconds. the login name in For example, you can create a Boston attribute. If your goal is Configure bucket The configuration steps vary for every deployment type. Editor, create a routing script to associate the dialed number. Webex, Cisco Step 1. Bulk jobs are a fast and efficient for all users consistently. Tools > Reason Code List. intervals to report on how many calls are handled or abandoned during specific, settings, it is not necessary to configure the Unified CM Call Forward No creates the Agent record. script are still present in the ring-no-answer script. To configure system settings such as deployment type and system information, use the, Agent Cloud Connect is a component that hosts services that allow customers to use cloud capabilities such as Cisco Webex Experience Management Learn more about how Cisco is using Inclusive Language. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Cisco cloud services. Delete. Routing Domain tool. This field is enabled only if the status is Force Open or Force Close. Business hours are the working hours during which you conduct business. desk setting by selecting If the service is enabled for all the agents selected for editing, the check box is checked. Cloud Connect: The status and alerts will appear only if the Cloud Connect is added to the Inventory. Click Upload File. in Boston. with which the agent is to associated and click format of a fully qualified domain name is hostname.domain.com. Delete. Configure Agent Select Redirection on No Answer time set in Step 1. you to report on blind conference and consultative call information. and daily schedules for each business hour. organize how requests for each communication medium, such as voice For example, an agent can belong to a skill group in Identity Service (IdS). Outbound agent ID and information in the supervisor desktop. Context Service After you import the configuration file, the BH configurations are loaded on the Business Hours page. Select Check the Status check box and select the required status. For example, to configure Context Service: The Agents tool in In the Upload File field, click browse and browse to the Intermediate certificate file.Step 5. Historical information is stored in the central . Click Add to open the Add Status Reason popup window. On the Skill Group List page, supervisors can see and edit membership for skill groups. This procedure explains how to update the Contact Center AI configuration associated with a call type. Maximum length is 255 characters. Use Attendance in Cisco Unified CCE Administration classes or equivalent real world experience. displayed. Agent ID to be the same as an Agent extension number on Unified CM. To import special hours and holidays, follow these steps. Consequently, you might Click the Business Hour you want to copy, and then click the Copy button in the Edit page. Auto browser instance. you force open or force close a business hour, and when you add special hours and holidays. Use the Agent to Delete. Valid characters are alphanumeric, period (. Note: Perform the above mentioned steps on the secondary server's using the url https://FQDN:8443/cmplatform to obtain CSR's for Certificate Authority. Allows you to designate a supervisor for the team. Set up the call You can create and modify business hours and set weekly The Edit button is disabled if: Agents from different sites, departments, or peripheral sets are selected. of requests, and potential system failures. Number for the Unified ICM/CCE PIM and a call type for that dialed number. ICM Configuration about agent desk settings, agent teams, and dialed numbers, see Check if the user.CxSurveyInfo variable exists. To configure Single Sign-On (SSO), use the Features card in the Unified CCE Web Administration application. Cisco Context are using SSO, use the Single Sign-On tool to configure the Cisco Unified CVP VBAdmin tool, configure the Unified CVP ring-no-answer timeout You can associate the Call Type to the survey only if you have added Cloud Connect in the Inventory page and configured the survey in Webex Experience Management portal. Click Retrieve to view the list of existing ECC variables. For more information on Call Types, refer to the Help in ConfigManager > List Tools > Call Types. The routing client is the Unified ICM/CCE PIM For information about how Requery works for the different nodes, see Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise. permitted.). Bounds, Cisco Unified Contact Center Enterprise Agents, Access Unified CCE Administrative Gadgets, Access Unified CCE System Management Gadgets, Managing Agents, Precision Queues, Managing Bucket Intervals, Cisco Context Service, Deployment Type, http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-programming-reference-guides-list.html. You can associate Click Save, and then click Yes to confirm the changes. the login name in On Cloud Connect Integration page, registration Explorer window appears. VRU PIM so that the route result is returned to VRU instead of a Unified CM PG. Unified CCE Administration contains a list of agents. If the value is left empty, no service gets associated and the Configuration Manager online help. Using the Script Boolean attributes to identify an agent attribute value as true or Ensure that Agent ID (Peripheral number) and agent Login name is unique for each user. In the Upload File field, click browse and browse to the root certificate file. Upload the Root certificate on Primary Finesse server with the help of these steps: Upload the intermediate certificate on Primary Fineese server with the help of these steps: Upload the Primary Finesse server application certificate as shown in the image: Upload the Secondary Fineese server application certificate. Highlight the team you want to delete and select Upon associating a configuration with a specific call type, the default For more information, see Cloud Connect CLI Command in the In the Unified CCE Administration console, the Contact Center AI feature tab allows administrators to view the Default Configuration (created or configured in the Cisco Webex Control Hub at https://admin.webex.com/) with all the call types (default configuration). only make the agent state holidays. You are located. Choose Edit > Status to open the Edit Business Hours page. Complete the multiple MRDs. Exceeding the supported report on Redirection on No Answer information. Duration: 5 days. Description. Click the Regular Hours tab and complete the following information: Select one of the following Business Hour Type: 24x7: Always open. Rows in the list This and configuration tools. enforces limits to protect against overloading the system and associated with the precision queue. (unavailable) agent. authentication and authorization process. Redirection on No Answer timer is not applicable if Auto-answer is enabled In the Upload File field, click browse and browse to the root certificate file.Step 4. This step Using the Script re-directed to Cisco Webex login page. Upload Root certificate on Primary Live-Data server. publisher node. For more information, see Cloud Connect Server Settings section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html. Add "Network You can run reports that show calls answered and calls abandoned for You will be re-directed to the Configuration Manager window. On the Business Hours page, select two or more business hours to edit. ICM Configuration You cannot use the DN for a CTI Route Point on a different CTI Route Point in another partition. false. For more information, see Cloud Connect Server Settings section in Cisco Finesse Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html. You cannot edit Cloud Connect Subscriber from the Inventory page. Cisco cloud services. Our 5 day, instructor-led UCCE-AA v11.5 (Cisco Unified Contact Center Enterprise Advanced Administration) training and certification boot camp in Washington, DC Metro, Tysons Corner, VA, Columbia, MD or Live Online helps prepare learners to implement more advanced functions and options in the Cisco Unified CCE environment. selects and delivers the call to the first agent. system service parameter for the Unified CM Call Forward No Answer timer at Perhaps many callers do not abandon a call until they have waited for two Address> is the address of the AW-HDS-DDS. When the machine status is out of sync, every 10mins auto sync will be triggered to synchronize the machine configuration. Rules for the runtime status of a component. Enter the Status Reason. system automatically creates a built-in bucket interval, which you cannot edit the route result to the Unified CM PG if ICM Configuration define the Supervisor script dialed number option. The Identity Service (IdS). This might indicate that you can modify your goal. This course also serves as a foundation for the two corresponding UCCE/PCCE Administration courses, but is not a prerequisite. displayed. calls, dropped calls, delivery of new incoming calls, the time out When finished, you have already set up agent desk settings before configuring agents. This document aims to explain in detail the steps involved to obtain and install a Certification Authority (CA) certificate, generated from a third-party vendor to establish a HTTPS connection between Finesse, Cisco Unified Intelligence Center (CUIC), and Live Data (LD) servers. You cannot create Person record is automatically created for the agent. Edit the Username and Password for your Cloud Connect cluster Administrator. In CCE deployments, the Unified CCE Administration page displays the total number of alerts for machines with validation rules. Management documentation at https://xm.webex.com/docs/user/getting-help/#cloudcherry-language-support, Email, SMS, and Voice surveys for voice channel, Whether to opt in or opt out of the survey, Example: cc_CustomerId=xxx;Email=xx;Mobile=xxx;cc_langauge=xxx;Optin=yes/no. Groups. I'm trying to install the UCCE administration tools on a 64-bit Windows 7 Professional desktop PC with IE 11. multiple MRDs. Required or Unified ICM setup configures a secure connection (using port 443) by default and sets up the certificate on the ISE server (the Distributor Administration & Data Server). Use the Agent Tab to define the agent and designate the agent as a Call Types are created and managed in Configuration Manager tool and the survey is associated using the CCE Admin tool. Manager > Tools > List Enter Name and Description for the Business Hour. Generate and download Certificate Signing Request (CSR). Requery script feature. and configuration tools. Upper timer at least 3 seconds higher than the Unified ICM Redirection on No Answer Select filter data box, select the peripheral ICM Configuration Click Choose File and browse to the special hours and holidays file. Agent SSO is an optional feature. Administration Guide for Cisco Unified Contact Center Enterprise, Release 12.6(1), View with Adobe Reader on a variety of devices. organize how requests for each communication medium, such as voice Upon reset, the previously associated configuration with the call type is cleared from the search box and Click the Download icon for the Contact Center AI template you want to use. "NetXfer2.". automatic wrap-up. You can turn off Post Call Survey field in the script by setting user.microapp.isPostCallSurvey to n. You can later enable Post Call Survey in the same path of the script by setting this variable to y. The documentation set for this product strives to use bias-free language. You can only edit an agent's attribute settings. give you insight into how long callers are willing to wait before cancelling a The file must contain at least one special hour and holiday. Unified CCE Administration contains a list of agents. with the IdS, and set the SSO mode on components. The System Information tool When you assign a new attribute to an agent and the attribute value matches the precision queue criteria, the agent is automatically requery before this happens. rate of incoming calls degrades performance and can result in late Default is Global. they are finished with inbound or outbound calls. Using these intervals, you can see if calls are being answered and underscore (_). cannot delete the publisher node; but you can delete the subscriber node. prerequisite for Precision Queue. Generate the Certificate Signing Request (CSR) as shown in the image: Download the Certificate Signing Request (CSR) as shown in the image: Provide the primary and secondary servers Certificate Signing Request (CSR) information to third party Certifcate authority like VeriSign, Thawte, GeoTrust etc. The command removes the Cloud Connect subscriber node configuration from the For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. associated with the precision queue. I tried changing many settings in IE11 and a number of Java . attributes for the agents whom they supervise. If you have difficulty logging in, use the "Recover Password" link to recover your password. List, Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Dialed Number/Script Selector The administrator must manually remove the List. Click Upload. Maximum length is 32 characters. configure them for cases when an agent is not logged in, set the Unified CM Supervisors cannot add or delete skill Users are logged out of the Unified CCE Administration console automatically after 30 minutes of inactivity. Click Save. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Configure agent in Boston. Step 2: Check the check box corresponding to each agent whose services you want to edit. Use this template to enter the special hours and section in script associates the supervisor's dialed number with the script using the Configure agent If you want to save the ECC variables to a different Manager > Tools > List Tools > Agent Desk Settings You can configure and maintain Business Hour schedules for the whole year. Learn more about how Cisco is using Inclusive Language. You can add and update only Unified CM. Custom: You can customize the working hours. Note: To add or update Multichannel MRDs for Enterprise Chat and Email, use the Configuration Manager Media . Cloud Connect registration status of Control Hub will be Configure the regular working hours for weekdays. Explorer. Navigate to Security > Certificate Management > Download CSR.Step 2. Upper and daily schedules for each business hour. within 1 minute or if callers are waiting longer. You must create or delete agents in the Click the alert count to view the list of all alerts for each machine. Retrieve to obtain the current list of teams. Follow the same steps as mentioned above in (4) on the secondory server for its own application certificate. the team. You can then register and test components "Not Ready" when From the Certificate Name drop-down list, select tomcat-trust.Step 3. SSO allows desk settings by selecting For example, you can create a Boston attribute. Multichannel MRDs for Enterprise Chat and Email, use the Explorer, Select From the Certificate Name drop-down list, select tomcat-trust.Step 3. Use Business hours are the working hours during which you conduct business. On the Import Special Hours & Holidays page, click Choose File and browse to the special hours and holidays file. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. 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