Provisioning Cisco Unified Contact Center Express (UCCX)

Posted: April 5, 2012 in UCCX

1. Assign Unified CCX Extensions to Agents in CUCM

The Provisioning of Cisco Unified Contact Center Express (UCCX) including the assigning of Unified CCX Extensions to Agents in Cisco Unified Communications Manager (CUCM), Creating Skills in UCCX, Resource groups, Contact service queues, Creating and assigning teams in UCCX It will help the users post installation of UCCX in your network and it will assist getting your UCCX configuration done easily.

  • Cisco Unified Contact Center Express 7.0(1)
  • Cisco Unified Communications Manager 6.0

To use any version of Cisco Unified CCX, you must first assign extensions for the users who will be agents in your Cisco Unified CCX subsystem. Those extensions must be associated with the JTAPI Call Manager user in Cisco Unified Communications Manager.

Step 1: To access the Call Manager (Cisco Unified Communications Manager) administration pages, from your web browser, enter the following URL: https://<servername>/ccmadmin.

Step 2: Enter logon name and password. Typically, logon name is <ccmadministrator> and password < enter password >


Step 3: From the Cisco CallManager Administration menu bar, choose User Management> End User. The User information for Basic Search Web appears.If you know a search parameter(i.e. UserID) you can find the specific user.


Step 4: Alternatively, if you simply hit ‘find’ (with no search criteria inputted) then all configured end users will be returned.


Step 5: Select the appropriate user and the End User Configuration page appears. Ensure that Allow Control of Device from CTI is checked, Primary Extension is set to <None> and IPCC extension includes the value of the agent’s extension.


Step 6: On the End User Configuration page, locate and click on the Device Association hyperlink. The User Device Association web page appears. Note the telephone device directory number associated with your user ID also appears in the Description field with your device MAC address.


Step 7: Now, select User Management>Application User to ensure that the JTAPI CallManager User (called rm7 in the example below) controls the device associated with agent1.


Step 8: Simply move down the available appropriate device (associated to agent 1 ) to make it a controlled device by user rm7.


Step 9: Click on ‘Save’ button once complete. The Unified CCX extension on your phone has now been associated with the JTAPI user ‘rm7’. The JTAPI user can now manage the contact center functions for your IPCC extension.


Activity Verification You have completed this task when you see these results: Go back into Application User and verify the MAC address of the agent phone is a controlled device by the JTAPI user.

Provisioning Cisco UCCX …. 2


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