CCIE Collaboration - Integrating UCCX 9 with CUCM 9

welcome to UC collaboration a global name in unified communication formally voice would come hello my name is Faisal Khan CEO and founder of UC collaboration in this particular video I'm going to focus on the UCC X Cisco Unified contacts into Express integration with call manager the contact center Express is dividing the three primary function it is designed to provide interactive voice response IVR which provides information such as recorded message spoken text over telephone line in response to color input we are using a DTM of signaling then you have a CD automatic called distributor when a call comes in to a call center contacts them to express route the call to the next available agent and qualified agent based on the availability and the third part is called a CGI or computer telephony integration the purpose of the CTI is to pass data from your database back-end database to the agents desktop application is it like for example the use of caller ID to retrieve customer information automatically from a database and then paths displayed on that information on the agent desktop now to go more deeper into these functionalities the both all these three different functions are divided into basic and advanced functions in a basic if you are to purchase the IVR you will get a prompt and collect capabilities and using a DTMF signals it allows you to do call control such as accept a call trunk terminate a call transfer a call or even place a call it does so basic document processing of holidays from an XML database now if you purchase the advanced feature or license then you have a database integration where IBR can use any cisco supported ODBC compliant sequel databases and then pull information and read information out of the database it can also initiate an HTTP trigger for callback request email routing application stars extract etc it also has a capability to do email generation to send confirmation or even request an attachment it supports voice voice XML for advanced speech application support of java is included I also have a media recording control protocol RMR CP for ASR and TTS services - or properly a CD basic function can provide call routing and queuing provide a cisco agent desktop capability which allows the agent to login using a special software and then provide constant support to the client if in case if you do not want to use agent desktop software then you can use agent phone as an agent capability to receive a call from a client of course agent phone IP Phone agent is not the same as cat as CAD can provide more advanced integration with your back-end application every call center has supervisors and supervisors per job is to monitor the call center its capacity is agent to see if they are working properly or if they're running out of resources or how many calls are being fail and so and so your supervisor can use the Cisco supervisor desktop to control that basically functionality also provide historical reporting and real-time reporting reporting is a big part of contact center that gives you a picture of how your contacts and the help of a contact center for that matter then you have the advanced now in advance agent skill and competency routing it can be can provide a skills-based or competency routing proud rescuing work mode after after call work wrap up time time or encode agent based routing which is a premium license and allows you to do remote silent monitoring of an agent and contacts service queue advanced function of the ACD or sorry not ACD advanced function of X Cisco agent desktop for example it can be integrated with the different application provides workflow buttons and shortcuts and it can do on-demand call recording whereas the Supervisory desktop is a silent monitoring of an 8 calls allows the supervisor to barge in an agent call and join the conversation or even allow the supervisor to intercept a call transfer the agent call to supervisor and do a callback recording and playback if needed so this application will provide much more greater functionality on day-to-day management of the agents CTI basic functions can provide access to enterprise data window and a date on the agent desktop which is customizable display popup data required for each call such as a 9 DN eyes information color input details on the call progress IVR time time with other agent and queue wait time all this information will be displayed with advanced functionality you City I can work with workflow which allows data to be passed to other applications such as CRM Outlook HTTP based software and so and so data can also be passed to application with a key except keystroke macros as well as acquired data from XML data sources now the licensing option is divided into standard enhance and premium and define license will get you different feature set for example in this standard you get a form a CD perspective you get a simple group conditional routing skills-based competitive group standard templates and historical reporting with enhance you get everything from standard but you get more enhanced template and customized reporting but the premium gives you more information more apt features for example priority queuing data-driven priority progress routing Enterprise DBMS database access template and so on so where the desktop for example gives you a standard IP Phone agent but no desk desktop app based application which is the CAD however a standard supervisor desktop is allowed so that supervisor can continue to monitor the agent and so and so so this all these features are included in a different different features are included in a different licensing so this is an example what CTI and IVR and multi-channel features are available depending on a license now licensing is such a very complex topic like I said it could be it licensing can be itself a bootcamp so here's the example of a call flow I'm going to walk you through a call flow between contact center Express and call measure first of all contacts them to Express when you deploy it as a agents or base resolution it is 100% dependent on call manager that means in order to deploy contact center Express you must have call manager I'll call manage Express now the communication between these two device take place over a protocol called GAAP now by default contact center Express does not have an admin account for day-to-day administration one of the first thing we do is we go to call manager and create a normal user account but we will use that account for day-to-day administration once that part is done we will log into the context center Express using a set up account such as administrator and voice bootcamp initially the contact center Express will walk us through a series of setups and during the set up where we're going to do we are going to define our jet IP provider jet IP provides now context into Express has two main component that are very important to us jet IP provider and our MCM provider in both case the provider is the call manager because jet app is responsible for signaling communication between these two device our MCM is responsible for managing the agent phones so in a jet IP provider you will point to the IP address of the call manager you define a username now doing the setup context Center Express will go to call manager and create a username and that username will become your jet IP application user which which will control the communication between these two device so let's quickly go through that under user management I'm going to cry an end user I will call this UCC X admin call it a password Cisco Cisco forget to scope has called it a voice boot camp boys boot camp says well call it a voice boot camp let's save it a normal user account nothing complex about it so we define that then we log in to the context and to express server for the first time and that is under we log into context enter Express server you click on the contacts into Express name so here we're going to use the installation account or the set up account that we define during the installation of the contact center it's going to ask you if I want to save it I'm going to send no and it gives you option to do a fresh or an upgrade so obviously we're going to do fresh installation but let me go through the setup before we continue on the web website of it so during that particular during this setup right here the process of wizard that I'm going to go through what I'm going to do I'm going to define who's the IP address of the JTP provider and what user name application user name I'm going to create to maintain this communication so during the setup I'm going to define to username one is called jet app user one is called our MCM user J tap users is going to be responsible for monitoring and controlling the communication between these two device our MCM user on the other hand is going to be used to monitor the agent phone because a contact center needs to know which phone a which form out of 5,000 phone in your organization which are the agent phone and B although they are being used or they are available or they are not so the health of those agents so we must define that the ones the initial space is set up the next step is to define how many simultaneous poured am I going to create so that will depend on your license and how many port that how many summons cause do you want this for a 3 port that we are creating with called call control group from a contact center perspective they are known as call control group now each call control group must have a unique directory number remember earlier I said that everything is in vocable using a directory number application users phone while everyone of this extension is going to have a directory number we set up this call control group from the contact center but reality what the contact center does it logs into call manager and creates 3 CTI port equivalent with the same directory number and then associate this 3 CTI port with this user account called ghfp because he is going to control those poor communication so that's the first thing happens then you need to define how many channel you are simultaneous call RTP session you want we want to have that will that will be depend on Cisco media once you define this your next step is to tell the our MCM that out of all in the entire organization which phone are going to be the our agent phone so we select the phone and we associate those phone to the our MCM users then we need to create agent account a 1 and a 2 every agent must have an user account office owner home individual and then we associate the agent to their respective phones so that whichever phone they are going to use to login now when you associate the agent to the phone we must also associate what is going to be the ipcc extension or UCC X extension so you typically in a contact center an agent should have a 1 extension for this his or her private call making a like a personal call even 9-1-1 call emergency and then second extension to receive calls from the queue from the customer so you select the second extension or whichever extension does you do you really really want doesn't matter as an IPC extension as soon as you select that agent die PCC extension what happen is that a one the username will be will be imported directly into context Center expressed as an agent so that's basically what it really does because remember you in your organization you could have five thousand accounts from your Active Directory but doesn't mean that all five thousand accounts are agent you only select those agent and associate to their respective phone and designate them as an agent by associating the ipcc extension then we create a resource group or skills contact center Express can route calls based on skills group or resource group we're going to keep it stick to resource group as a paying very basic way of trotting calls you can create a group called sales and support and put some agent in sales group some agent in support group totally up to you once the aged resource group is created then we're going to create a contact service queue contacts service queue is the key where the call will be hold and every restore and it must be pointed to a resource group who's responsible for providing support now in order to call this queue we must associate the queue name to a script this is the script that you your URI will drive right to execute our call center call now the script can be is a programmable it's a programming basically so you need to kind of think of your imagination of what you want to do with your program but at some point in the script the call will be sent to the cue the key will then send a cost to resource group which will send the cost of available agent who are logged in now how do I call the queue up to a script I associate the script by creating an application in in context into Express in context into Express to invoke a script we must create an application so think about applications like a profiling but then how do I call the application how do I invoke the application itself by creating a trigger we're going to create a a JTP trigger with the number 3,500 or any number you want and when you create a trigger every trigger is the so shared one particular application now an application could have multiple trigger but the trigger itself can only point to one application when you create this trigger it goes to comic-con manager and creates a CTI route point and with the same number 3500 now at this stage will happen is this CTI route point will be associate the same username call jet happy remember the city airports why because jet app is responsible for the communication now CTI route point 3500 becomes your call center number or you help this number or K customer support number this is the number the user will dial and you can use you can map your 800 number to this number you can map your local help desk number this number totally up to you so this is the call flow that's taking place when a user called 3500 the call manager will forward the call over the CTI ports to the contact center context Center looks at the number 3,500 realized it is a trigger and that trigger is open to this uptick associated with this application so it's going to work the application application is pointing to a script it's going to open the script that's when you're going to hear the message saying welcome to voice boot camp press one for sales to for support assume you press one for sales sales will be pointed to our sales queue and the sales queue will be pointed to resource group call sales we were an agent might be logged in as soon as they are available the call goes to the agent if they're not available the call remains in the queue for X number of minutes so that's the call flow about contact center called flow so to integrate that we follow all this setup so of course we first create a user account called UCC X that means you can choose any name you want then we login to the system as administrator password this is all password you could choose whatever password you have selected and we're going to create a say we're going to run through initial setup so we were first thing we will do do a fresh installation so first up we login using this address define new or upgrade so we're going to select fresh install in the fresh install the first thing is going to ask you for easier name and password of your call manager or a Excel username and password of the call manager here you define the IP address of your call manager and select an admin account that has a excel privileges now for lab purposes we use that ministry account so we're going to select the IP address of our call manager and the username and the password of the call manager as well this will be used to authenticate in the column manager server next step is to define license so we're going to select our license file so from the browser we're going to select document demo license and less sequence like the PRA demo premium license click Next now after selecting the license we move into next screen where to activate all the component now these components that you see will depend on the license that you apply you may not have some of these components in your license if you selected enhance or premium sorry standard so if you select premium you might see all the license and then component that you need that's going to activate automatically so now click Next to continue up the license has been validation validated so the next screen it will activate all the components and it takes some some time to activate those components so be patient now once the component there is some publisher activation that needs to be done so again it will be done automatically you click on next once that is done this is where you define the JTP information such as the Jetta API servers both call magic pop and sub what user name should I be creating for Jetta P what should be the our MCM provider which is a publisher and subscribers IP address and the user name that I'm going to create for our MCM and this is of course again the column manager IP address that you have for primary and secondary so we will select all these three all these items once our activation is completed now while the next thing you need to do is define the codec what codec you want to support how many historical reporting session license we have so obviously we're going to select the default code activity 711 you can choose the language depending on which country you're deploying it and what should be a language for your CAD system all this must be selected and the last stage is to define the user name that are imported from call managers such as the UCC Exide min and this is the user name that's going to be the new administrator for your contact center Express once you're done you log out log back in to the system and you next thing we're going to start customizing all our Jetta P related setting so here we're going to activate the publisher component so click Next we're going to select our Jetta P the username is going to be GAAP and define the password and then our MCM and then define the password as well so our MCM user the password then click Next so the here we're going to select the codec by default g.711 so continue to use that we will select the US as our default language cat and the CSD we'll also using English it's going to give you ordering saying that you know please download and run the desktop client configuration tool up that setup is completed so now we'll select the user account that will be acting as the administrator EC CX admin and then click on finish so now we can log out and log back in using the new account alright so now that we logged in so next step is to create this number of City I call control group so we'll do that by going to sub system subsystem menu select Cisco Unified tell a telephone and call control group but before we do that let's take a look at quickly what has been set up by the system so if we log in to our account call manager so if I look at under applicator management application user I should see two new user account created one is called jet IP based on what we provided and one is called RM now what we're going to do we're going to select the RM user and associate the RM user to the agent phone so we will select let's see which one my our agent phone two zero three zero zero three directory number I'll select this to be an agent phone hopefully that will work save and that once that is done I will take a look at the JTP JTP is not associated anything right now so those are the two account that is created so next time next thing next thing is to associate or create a call control group in UCC X so here we'll go to subsystem you notice is how you get it you're not able to get any menu that is a compressor compatibility issue so we must add this to our browser compiler the compatibility list okay so we just have to open an application again so subsystem is a square 5cm telephony call control group add new control group it shows you a 50 port license 25 IP our outbound IVR and then 50 IVR port so we'll call this let's say I don't know helpdesk number of ports 3 mediator mission point support a we don't need that right now device prefix UCCS ECX starting number let's say 30 201 HQ site location HQ partitions not record this stage slip simply click on add is supposed to open up a pop-up window so if you have a pop-up block you might not see it so let's see what happened here is telling you that in progress created city I ports while it is being in what what is it is in progress we can go to call manager and on the device go to phone clear the filter I should start to see my CC export right there see 3201 3202 32 or 3 so this has been created for three Poor's next step so we have just them done this part so next step is to configure the RM CRM CM user which we already did associate the agent to that our MCM user then we're going to define the resource skills group CS context service queue we're going to assign that context service queue to the group created an application assigned application to the script and then create a trigger so first thing going back to call manager we have already associated the application user RM to the respective phone so let me double check one thing just make sure device configuration looks good so I'm going to use this phone as an agent form so hopefully this will work next step is to create a end user account which is going to be what we call is the agent account so let's call this agent I will call it f con why not so we already have a user name call Def Con we're going to associate f-con called device association to the IP communicator phone let's call this 3 0 303 we're going to associate this phones every agent has to be associated with his or her respective phones that they're going to use to to day-to-day login so once you associate the user to the phone remember how I say that it must select the ipcc extension oops so we select the user name device Association to the respective phone and select the ipcc extension this is right here once late 2 3 0 0 3 I PCC Extension and then save as soon as I did that I go back to contact center I should see under subsystem our MCM resource I should see my name right there so subsystem RM resource well let's see make sure so here's our name five spoke on extension and it's been imported now we're going to create a resource group that is going to be sales group so on the subsystem goal the our MCM go to resource group let's call this sales group upon creating a sales group we're going to associate the sales group we're going to create two skills you can write a calls based on sales that products kills a product base so you can have certain competency level based on skills or based on the product I want to keep it very simple just to show you in the next slide I'm going to show you more advanced features of contact centers but for now just simple Korea will increase create skills called CCIE collaboration and I am the expert in that alright so once that part is done we're going to associate the resource to the group and the skill set so go to subsystem our MCM go to resource select the user and we're going to say that I've Faisal Khan belong to sales group and he has three I'm going to give myself ten most skills well you got to select the agent select ten and drop it right here so now I have a competition level of ten four skills cos CC a collaboration once this part is done next thing is to create a contact service Q the Q which is the place where the call will be held subsystem our MCM contact service Q we're going to call this Q let's say a simple name sales it's going to be voice we're going to enable it wrap up time let's say 120 seconds give yourself hundred twenty seconds before you start receiving next call we're going to route the call based on group select the algorithm how do you so if you have multiple agent then you can say longest available agent or you can choose linear circular most handled so and so again all these features would be discussed in the subsequent chapter sales group show resource and I should see my name there ad so I have create a sales queue next step create an application where we define the script and the queue name under application menu select add new Cisco script application and then we're going to call this helpdesk number of session 3 the script we're going to select ICD for now and then csq will be the name of the sales key which is sales so simply click on ADD and this is the case sensitive by the way ok now the application is created next step is to create the trigger which is going to associate with the application we're going to add new trigger click Jetta P trigger or HTTP so going to be Jetta P next let's call this trigger 3000 device name helpdesk description whatever the description you want help desk call center call control group that we created earlier and then click on add now the JTP trigger is created if I go back to call manager device CTI route point I should see my jet IP call control device created with extension 3000 has a registered with the contact center IP address now one thing keep in mind remember the call control group that we created well call control group is a signaling force it is important that the call control group has the proper settings all of our agent phones belongs to internal partition if we don't select the partition properly that may cause problem so here you have a DN calling search space we must make sure that we choose internal partition in there so select HQ device which has the internal partition to all those for CTI pores all right so now that is done next step is to create a type II phone service so that the phone can login we're going to create a device menu device settings click on phone service and associate that phone create a service name call IPCC login this is the URL which you can find on cisco cad documentation i will show you the URL in full this is the URL that you need to either memorize are copied from google or even from cisco cad i think a desktop products with documentation anyway this is the URL we're going to apply to all to the IP communicator form so go to device IP phone service we're going to create an add new copy this URL let's call this IPCC login this is the URL enable if I do enterprise is going to apply to all the phone so I don't want to do the enterprise right now so save I'm going to go to the IP communicator which is site B and in the IP communicator we're going to go to write related link and then select subscribe unsubscribe services select ipcc log in next subscribe and you're done alright so hopefully at this stage if I have my IP Phone registered so let's see if it's going to work so to verify you can make sure that all the triggers are registered that all the CTI ports are registered if you get a fast busy then check for codec mismatch restart and all this features so again those are all leave it for troubleshooting but for now I'm just going to create a very simple call from site so let's try from this thank you for calling all of our representatives are assisting other callers at this time your call is very important to us please stay on the line and your call will be handled in the order it was received so what we're going to do from the IP communicator let's see if we can log in as an agent my username f-con password boys bootcamp extension 3 0 0 3 if I click on submit all of our representatives are assisting other colors at this time your call is very important to us please stay on the line and your call will be handled in the order it when you see it there's one call in the queue but I'm not ready to take the call yet if I click on update sorry state and I say go to ready mode I select one a la call comes to me so that's how you set up a basic call center alright so this is basically it for the integration of contacts and to express the next subject and module we're going to focus on the scripting part of it and various scenarios so I strongly recommend that you go through this integration a couple of time make sure you understand every single components and what they are doing and watch it as many times as possible and I will see you in the next video

Channel: Faisal Khan

Views: 29,196

Keywords: ccie Cisco Unified Communications Manager Cisco Systems, Inc. (Organization) Cisco Systems, Inc. (Organization) CCNA (Field Of Study)

Id: CKurHK4DuyQ

Length: 39min 32sec (2372 seconds)

Published: Tue Feb 04 2014