How to Configure UCCX 11.5 with Finesse - Home Lab Edition

hey what's going on YouTube and welcome to this video on how to configure unified contact center Express with basic call queues in Cisco finesse now I will say that this is a makeshift setup than the usual I've got TV trays and everything else because last night I was gonna start making this video and as I was typing and getting computer setup I felt something like on my finger there was an ant and I felt something on my other finger there's another ant shine light down my desk was covered with ants keyboard computer I mean ants make me squeamish anyway and whenever anything like that happens and anytime you feel a little tickle or whatever you think it's an ant or something so you're smacking yourself and I thought you know for this video if I did it down there I'd probably be smacking myself the whole video whether it was ant or not which would make it more entertaining for sure but I decided to bring some of those stuff upstairs so that I could do it with minimal self-humiliation you know so hopefully this will work I've got my audio line feed test so let's get going for this example I'm going to use the free lab beta and so I'm essentially just using my cable connection to my DSL connection but that way for those of you that don't have your own labs and are using the free lab gives you some additional ideas and if you want to follow this video step-by-step you can use the same equipment I can just roll this back and that's essentially what I did if any of you saw the livestream the other day I rolled back the changes we did and there so we can do a fresh run from start and proceed from there so to begin I am just going to sign in to the VPN and if you haven't done it before you can load this up currently the username password is listed right on the web page and I haven't had a lot of people simultaneously going through making a lot of changes or needing certain objectives a lot of people are just kind of browsing around checking things out and that's totally fine but if it comes to a point where you know people are stepping on each other's toes then I will remove the password and try to have it more scheduled now it's kind of first-come first-serve so i'll just log in here and if you don't already have the anyconnect client you can click here actually do but in this case it's still saying that it doesn't detect it so it's going to have me download it so in this case I can actually just close this out I won't actually need to use it and if I launch the cisco anyconnect client I can just put in the same URL there and then I say connect any way put username password it's going to say untrusted I will say connect anyway and now we're connected on the VPN and we can actually close this window well now from this point we have two options so I'm used both for this setup and the first thing is got all the direct links here to the different cluster devices username password and then there's also three currently three remote desktop systems that we'll be using - so just for the initial check because there are different stages we'll just do a quick verification make sure we're ready to do the install or not the install but the initial configuration on contact center Express so I'm going to go click on our publisher here and sometimes the the amount of time that hits the load is longer than others just depends what all is going on and your connection as well as the server load alright so now we have our login prompt we'll login and the main thing first is obviously you know what devices are they registered and here we can see that there are some jabber clients as well as IP communicator these YouTube user a B and C are always going to be on the remote desktop sessions YouTube user D is what I'm actually gonna be using here because just like how we're using a PC to directly connect to it without using remote desktop keep in mind that you know if you have a cell phone you can use Cisco jabber on there or you can run like on the PC here you can run IP communicator directly and whatnot in this case I sitting next to me is a Cisco DX 650 which has any connect built onto it because it's Android based and so I'm going to use I'm going to configure a phone on here and a little bit to set up the VPN on there so that I can make the test calls when we call in to the agents and whatnot that are on the remote desktops use my desk phone here for that point being is you could also do that with jabber or something with the Android based phone or even iPhone or iPad or your desktop the other thing for the installation we need a you CCX user and I do have that on LDAP so if we go over to end-user here and find here we have the UCC X so it is already in there but if it's on a if I do a rollback and it's not on there all you have to do is go over to the LDAP directory here click on find and click on perform full sync now to pull down the user and originally created this UCC X user for unity connection in and of itself and one thing I didn't know until yesterday when I try to set up this lab for the first time is the Cisco desktop agent no longer exists for version 11 and up so you have to use Cisco finesse and so the first and only time I've ever used it was yesterday when I was setting up this lab so but it's not too bad to that point for UC CX where I'm going to add some additional privileges to be used for some eltz as we get there so now on my local machine I'm just going to pull up a remote desktop connection and I did test this on one of them here so I'm going to add a new one that I haven't logged into just so you can see what it's like so if we do show options we've got of let's see if we go back over here so I'm going to log into desktop number two here which is the 102 address and then the username free lab - - and I always choose the allow safe credentials just because it's easier for the display I usually make it a little bit smaller than whatever my native resolution is you can have it full screen if you want to but you're usually toggling between different ones so it's kinda nice just to have a bit smaller and then for remote audio say play on this computer that way you can hear what's happening and the only [Music] being summoned let me pause the video real quick okay sorry about that alright so now the only caveat is let's say if you have IP communicator completely closed and you try to open it and it says no valid audio detector or detected found what a workaround for that is to change this to play on remote computer hit OK log in and then launch IP communicator and once that's loaded exit back out and then switch back to play on this computer sign back in with IP communicator already running then it works no problem so I'm not sure why that is it happens from time to time so if you don't hear audio or it's closed and you can't launch it because it can't detect an audio driver just do this procedure and that should clear that so that I'll hit connect and put in the password and I'll say don't ask me again and yes ok and now that we're in here if I load up Google Chrome you can see I have most of the bookmarks already up here and in this case we're going to go to the UCC ex console and we'll login all right and so as you see I've rolled back from the last time we did a live stream so we'll go ahead and put in our call manager information here on i.t 1 6 8 2 0 2 2 1 1 and this Axl username we're just going to use the admin that we have been using because it already has the Axl privat privileges but as you may remember from if you've been watching the playlist the previous video videos where we were setting up unity connection we're using the Axl user to import the users well this is going to be used for that but then also it's going to configure the JTP users the our MCM users apply all the device associations and things like that so we'll go ahead and use the same here so now currently the license I have I'm testing in my home production so to speak lab so for this on the DSL line we're just going to use the sixty-day that comes with it so all we have to do is hit next we don't actually have to upload it so this will go ahead and generate the 60 day trial license and allow us to continue from there okay now that that's done we will hit next and it's going to go ahead and activate all the services all right now that they're activated we will choose next and next again all right so here's our Axl service providers and we can go ahead and add the publishers as well already has the admin username that we specified earlier then for the CM telephony subsystem CTI managers this is for all the JTP users so we'll go ahead and add these this is more for a called control this is what's going to go in and configure the route ports of the media ports and everything route points I should say and do all the device and user Association so for the user prefix we could just use J tapi for Java telephony application programming interface or API and give it a password then we go down to the AR MCM subsystem we can go ahead and add the publisher and subscriber here as well and this is going to be the user that's going to control all the phone so we'll have our initial agents and then this is the device it can when you're after the call set up or torn or tears down what actually controls the phone itself now unlike the J tapi that does the device Association automatically for the user that is created here we're going to need to manually add the device associations for it to work properly so we can give it our M agent for example and give it password alright we can just give this the max with the default codec of g.711 choose next and we'll choose our IVR language and in my case is going to be English us and as you mentioned you can actually go back into the service parameters later to change that because we'll look at a few of those options and here we can choose who we want to be as and administrator in this case I'm going to say the UCC ex is going to be our administrator and we'll click finish now at this point everything is all set up so the server is going to reboot this will take a little bit so I'm going to pause the video and while that's rebooting I'm going to create the DX 650 endpoint in call manager so that I can use that to dial in to the agents that we set up so see you guys in just a second all right welcome back and so now that you can see that it is booted up and we have our licenses installed and while that was doing that I just went in and set up my diya 650 connected to the free lab VPN and you can see it's got a 192 168 200 address so that's essentially the sudden that you get when you're on the VPN and then you have access to the 201 and 202 networks so I've got that set up now before we configure this actually we can go over to our end-users to our application users and verify so here's our J tapi user that was created and has standard CGI enabled doesn't currently have any devices associated with it and then we have our RM agent and let's see this one it does have supporting conferences and transfers but we'll also need to add actually say begins with CTI / sorry contains CT I will also want to add the allow control of phone supporting rollover mode for like the 99 70 ones and I'm not sure on the new ones there's some I saw a matrix I'll post it in a link that shows the compatible phones but we can just add that and save so we should be good to go there and again the JTP is going to control the media ports and the route trigger points and then the RM agent is that going to control the actual phones so let's go back over to our remote desktop session here and under Wizards just an example if you go over like our MCM wizard description of steps this is going to break down all the different steps that you can you can also use the configuration guide but for these examples we're just going to create a few basic IVRS to answer calls have agents available to send them to and things like that so under the Cisco telephony under provider you're going to see our publisher subscriber Jade tapi and if we go to our call control group we can go ahead and create one and these are going to be all of our CTI ports so we just call it CGI ports and how many we can say we'll say five and B for inbound the device name prefix can be whatever you want so we can just call it the UCC export in the starting directory number for the actual agents and we'll say five thousand one because we'll have our application trigger be five thousand and in this case we didn't use any regions not set for multi-site so we just have we're just using the default device pool and you want to you can you know add some other parameters here we're not not doing anything out of the ordinary here so we can just go ahead and add scene C says in progress it's creating these port groups and actually at this point if we go back to our call manager and go back to our phones you can now see that we have these CGI ports for the media path already set up and registered now if we go back to our MCM resources you can see there are none here and why is that well if we go back to our CCM here even though we have these ports created if we go to the individual users and actually before I forget if you go to application gtp user you can see that automatically the control devices are already associated so then on the end users so we have YouTube user ABCD so if we click on YouTube user a and scroll down where we looked earlier there wasn't that IP CC extension available but now that it is we can give it an extension and hit save and we'll do these for all the users that we want to be part of the UCC X so let's see we want a B and C so we'll just go down and add these extension here to a B and C save that alright now if we go back to our mode desktop here and refresh this go to our resources now you can see we have these three users available as a resource so now we can go over to our resource groups to create a new group and just call this a free lab group and now if we go over to skills we can create a new skill and we can just call this free lab skills and actually that's not very specific let's say you can call them voice voice skills and data skills and to be determined skills so now if we go back to our resources and we'll click on YouTube user a here we can select the resource group so we have the free lab group now if you wanted to if you don't need skills based routing and just want a single group this is all you'd have to do and then you can assign specific skills that you want for the user so we'll give YouTube a all the skills and keep the team name default we'll hit update and we can do the same for the other users and also let's just sit for an example let's say we so by default here the competency level is 5 so we just add a mall on the previous one it was 5 but let's say if you want data skills 5 we'll say 2 BD is 1 or maybe they don't have any to be determined skills take take that out and then voice skills will say 9 but this user add that hit update so you can change the competency for these if you want oh I missed the group and will do the same for user C user C is going to have nine for data and four for voice headed to the group alright so we've got our resources configured and now we can actually go to our context service queues or csq this is going to be essentially the scripts for call queuing so we call this I'll call it say free lab oops these are case-sensitive zsq okay and for the automatic work so with the different states so when you first sign in you're not ready then you can go ready if you are receiving a call goes into reserved but then after you take a call it will say change the state to talking automatic work is an option where let's say so then bite because by default as soon as that call ends you're back into a ready state but the automatic work and wrap up time is for to automatically put you in a work state so maybe you're finishing up typing whatever and there's different reasons for that so if you enable that just by itself then you'll stay in that work and not be available to receive any calls until you go manually go back into ready or you can enable a wrap up timer and we can just say this is a 15 seconds for this example but that means they have 15 seconds after the time they receive the call before they'll be automatically placed back into already and if we had any custom prompts we could do that I'm just going to use the defaults for now and here we can choose the resource criteria and if there's any specific skills that are required so for example we could add these skills and what the minimum competences so if any of the users don't meet the minimum then they won't be placed into queue but for example let me just add this right now for skill space if we go back in here and instead wanted it to be just based on the group we can hit next and then it gives you just the option to say okay which resource group which has those three users and then this list of options whereas the previous ones were set up to be more specific as far as see let me update this because that's one we'll use but just for an example if we go back to the skills base and add these in here just to show you can choose the different competencies but then you also have stuff like skill by weight and you give different weight values to what's more important data voice things like that so you can get more granular with how you want your call setup but in this case we're just going to use the the default group and it is set for longest available so whoever's been available the longest and then also then over here on the system parameters initially we set up that g.711 codec now that's here where you can change it and you also have this option here let's see agent state after ring no answer so what happens if a call is offered to an agent and they don't answer it put them back into ready or not ready and not sure why you would want to put them back and ready like if they leave their desk or something and just gets caught in the loop but you have the option to change it if you'd like then under applications and prompt management this is where if we wanted to create our own custom prompts where we can upload them and put them into you know whichever directory we want and you can create them on your own there's a number of ways to do it you can use audacity which is free just make sure it's on the 8,000 Hertz 8 bit you law or a law whichever region your call manager setup for this case we're using you law and alternatively you could also use for example on if we pull up the VM console VM as in voicemail C and then another thing you could do is go to any of the user like C you go to youtube user a for example and if you scroll down you have this option here where you can have the phone call you so you can place a recording and then you this download option will be available so it will record it in the proper format that you can download it and then upload it back on this page if you want to use your own prompts but I'm going to use the system default for this example so we'll go ahead and start our first application and so we'll say add new and here you have a few different types this case we're in use the Cisco script application and we can just give it a name like free lab app max number of sessions is going to be based on how many CTI ports did we set up at 5 and here are some of the system scripts defaults and in this case we're going to use the ICD and this will and on the back end there's a bunch of scripts and these options here give you some variables to change things so for example the csq that we created was called what we call it free lab oh shoot can't remember what I called it now a lot of times might be easier just call it like csq or something so let's see CS Q's free lab dot C sq so let me just copy this and add new justgo script for lab app 5 and the script is the IC e CS q is and then in these quotes we'll put in the actual name and here's where you could change prompts I use different script prompts we're just using the system default here and we'll click on add oh and as you can see here it says triggers can be added after the application is created so you can see here now we have a new link we can click on so if we add the new trigger we're going to say this particular one is a unified call manager telephony trigger choose next and then the directory number we're going to make for this is 5,000 and this is what's going to create our CTI route point and so although subsequent agents were the five thousand one through five and the device name we can just give it the same that we gave the app name so the free lab csq free lab beta dsq test and for the inbound call control group we're going to select our CTI ports that we group that we created you can do show more to add additional options I haven't really played around with these too much so we'll just hit add and now at this point you see CX should be able to handle inbound calls but there's a few more housekeeping items we need to do so for example if we go back over to call manager remember under the application user a for oh I should show you that we should now have under device CTI route point we have one here device name free lab csq that's registered and if we go to the application user the J tapi you can see that that free lab has already been added to the control devices however we need to add the RM agent still doesn't have any devices because like I said earlier we have to add these manually so it has all the permissions which we set up but we need to go to Device Association and add the phones that are going to be participating with UCC X so in this case we're going to use all three IP communicators so YouTube a B and C will say save selected changes back to the user saved just to be sure so now we have these control devices for those of you that are familiar with the IP Phone agents or IP PA that those steps that have worked from like version 3 through 10 10 5 anyway don't work on version 11 anymore because now they have the FIP or a finesse IP agent which is very similar when you set up your services but it's a little bit different so before we get into that let's go ahead and configure finesse to handle these agents now when I first came across finesse yesterday because I had everything pre set up with the Cisco agent desktop the old way from version 10 and lower then I thought it was a different standalone instance so some of you have already used it priority knew this but essentially couple things one it requires DNS so as you can see with the bookmarks I have because originally I set this up with that with no DNS reliance this one does require DNS reliance so if you don't know what the DNS name is I do have pointer records setup so if you were to open a command prompt for example and like here we're on the UCC X administration if we type in nslookup 192 168 202 at tu-16 this is going to give you the UCC x3 lab that local or the fully qualified domain name because that's what we're going to have to use in this case so we'll copy this and it's actually the same URL so https except this time going to put in the fully qualified domain name followed by 8 4 4 5 slash and then CF admin or Cisco finesse admin and I somehow had didn't remove the one there try that again and then here we can log with the same admin ID okay so now under the IP phone agent settings this is one of the new things that you don't have to do with the desktop agent and that is specified user so if we go to our end users here use CCX you can see that it has the CTI permissions but not the device control profiles and this is what we're going to need in order for our services to work so just like we did with the RM agent we're going to go ahead and add the YouTube a B and C to control devices for this user CEMEX user save and then when we go back to here we're going to say you see C X and password save that successfully saved call variables have there's a whole bunch of different things and resources you can integrate which I set up social minor to work with this or it's I'm working on that's going to be one of the next things to add into it but for this is just basic call communications but this we're going to set the different variables that come in the desktop layout is an XML format and the design guide has some different snippets of types of layouts that you can use modify and update then at any time that you update this you need to restore the default layout because one of the things you have to do is like change localhost to the actual fully qualified domain name great phone books and then the reasons we can so manage regions codes for not ready we could say give it a reason code and there's some negative one two three 0:32 767 and like fifty thousand one through five and a few others that are reserved but I just start with you know one Dave you know so we've met these different reasons for your signup codes you can add different signup codes like and of shift or I quit to wrap up reasons decide to go on a power walk but not actual break you can take it I mean you can put whatever you want watching YouTube so that's where different recent codes then more XML custom XML for the displays and workflows now in according to this we do need to reset the Tomcat services so if we just take this part off go back to the HTTP you see CX go to the administration and then c CX serviceability log in here and under network services if we go down here we have finessed services and cisco finished Tomcat so I'm going to go ahead and restart this alright looks like it's back in service so we can go back to 8 4 4 5 admin sign back in make sure everything looks alright alright so we can see the user has been saved and now if we actually see let's go back to our use ECX console just one thing I let's see we go to our resources see a team default I think what I forgot to do is also is go to user management we need to give these let's see so we got agent agent agent so let's make youtube a a supervisor and administrator and reporting how about all that so update that user will just give reporting to these agents you all right so now if we go to our call manager to set up for the services and actually I was logged in call manager over on the my direct desktop here so here we can go to device device settings and then we want to do phone services and we're going to create a new one so we'll say add new so for service name it we can call it f IP PA and up one touch login and this service URL has to be the fully quiet qualified domain name so it's going to be UC CX dot free lab that local on port 808 to slash F IPP a slash and then the variable of device name and we can keep sealed this is an XML service we keep that at the same if we just enable it then you can manually subscribe each into individual phone to that resource or if you choose Enterprise subscription all phones in your cluster will be automatically registered to it so in this case I'm just going to say enable because we don't necessarily want all the phone's per se so we'll go ahead and save that and for our parameters it's going to be very similar to how it was before so for example you have ID display name ID call it h and ID this parameter is required so save and close and then on the old one it was like ext4 extension so in this case it's actually extension extension parameters required same clothes and then then we have the password password and we will check parameters password so it keeps that save and close and will say update subscriptions or save so apparently she did I login somewhere else let's see let's go back see Pippa well there's the information there so it seems like it saved I'm not sure I got that message but that should be all set then the other thing is the users have to create their variables themselves so well maybe that's why because I have this remote desktop and my regular home machine so let me I'm going to sign out of my home machine at this point we'll just work in the remote desktop though if we change this to CCM user and we'll start with the YouTube a Oh another thing I didn't think because again this lab can be restaged at different points there's other configurations we probably should verify so let's just log in here and make sure that they are set up for end-users so it's a YouTube a yep so let's see um check our LDAP authentication or let's actually do a perform full sync make sure LDAP is working so a directory find alright perform full sync now okay so login failure oh okay so I know what happened the admin password on the 2012 server changed so I think there's just a what did it change too let me save this update successful alright so let's go to authentication and do the same thing here save that now that is that's something that shouldn't happen I was going to change the password back because I didn't have it set to password never expires and I meant to change it back and I forgot to do that so now let's try logging in and we have the private privileges um let's check it again okay YouTube a has everything let's see if it's for all users so you to be so you choose YouTube see got in I wonder if those other accounts got locked trying to login let me pause the video real quick and check the 2012 server alright so I just went an unlocked user a and B and D because I think my the jabber wasn't working on my DX 650 and I'll bet you that's why so let's see so let's go back to the user and we'll say you tube a there we go so that's I guess one another cool thing about doing real-time stuff on the fly like this is because I've never had that happen before so now I know what you get when that happens so let's go over to or actually before we do this we actually have to assign it to the individual phones because we didn't enable it globally so if we go back to here and so we're on see we are on YouTube user a so let's go to let's go and say phone services that I'm not sure why this keeps happening but see maybe the time it took it art just expired all right so device by settings phone services make sure this is on there at the One Touch login with our so I'll get there so now let's go to our devices so we had the IP communicator for YouTube a and we'll go to subscribe services and we are going to choose PIPA next we can specify this for the user but the user can also provide it themselves so in this case the exemptions 2001 and ideas YouTube user a subscribe and close that and we'll do the same for the other devices you and for youtube user bi won't fill it in and just to show you how they can do it so let's subscribe it like that and same for YouTube user see this one I will put the extension in okay so now yeah might have to sign out and back in or these sessions are conflicting with each other and get out of this one and see if we can reload this page and we'll say YouTube a login go to settings now services we have the HIPAA or Flippa and here you can specify so you got the ID extension and put in the password because we need to clean the cookies on this machine login as YouTube be again settings and this one we didn't specify so it's completely blank so here for the ID YouTube user B extension 2001 password and save and YouTube user C should be all set now as well alright so let's since we're already on YouTube user B let's set our services button incorrect ID or password alright oh I've been making this through the course throughout the day it's YouTube be you guys probably caught that all right so that's not working so let's see if if we go to our we'll sign out of here let's go to our desktop our agent desktop so just add desktop there and YouTube B and web sign and by the way this is the new agent desktop there is a agent interface and an administrator interface in this case we're in the agent and here's where we can set our status ready for incoming calls and these are the not reddy's that we had configured look at statistics and let's I'm going to open another remote desktop for YouTube a so we get that signed in you and let's see if okay so this has the same problem oh okay guys I know it's because I the letters I'm doing DD instead of three three for free lab so it probably easier just to fix this in the user portal so because like I say even if you configure this through the administrative portal the user can change it themselves whenever they want so in just a CCM user YouTube a and for IP communicator settings these services here see right here it's the long day what can I say YouTube a two thousand one and then I'll put the password here just to make sure it's in there correctly sign out and YouTube be for you to see well I guess we still have to change that in here but I was going to show you what I was doing wrong with the password so YouTube B and password and then finally for YouTube user see okay so those are all updated now but what I was going to say is like 4c now YouTube user a is logged in as not ready so let me sign out real quick and here's your options end of shift or I quit but where the problem was is if I said YouTube a because I'm typing this right the put the password of F R and then the threes I'd have to tab over so make sure it's three three lab exclamation point extension 2001 now I should be able to sign in as normal so what I was doing is I was typing in the fr3 three real quick which was ended up being DD instead so here's the YouTube user a signed in and actually will do this part with YouTube user C because since YouTube user a is a an administrator we'll get to see the features in finesse that will go to our c CX console and change this to a 4 4 5 desktop username YouTube a free tool and an extension 2001 all right so no teams assigned that's one thing on the to-do list so let's go to use ezx console and under teams I've got our default team here all right so primary supervisors YouTube user a and we got resources a through C and using the free lab service Q so let's save that now sign back in oops so now our display should be a little different we should be able to see the status of the other agents okay so we've got a not ready well in the supervisor doesn't necessary have to take the call so I'm gonna open the other remote desktop which I haven't set up yet so that's 103 and we'll say a free lab 3 allow me to save credentials connector alright good just want to make sure that was still low so connect and don't ask to verify yes and now with this one we can use the desktop agent here or we can use the regular service now YouTube user C is logged in and we'll change the status to ready and do the same thing for so here's my other remote desktop mm - so this is put this user being - ready all right so first thing let's let me see if the speaker works okay it does you should be able to hear that so if i dial 5,000 thank you for calling so now it is ringing youtube user see so the status changed to reserved and here's the call coming in now if the user doesn't answer this it puts the call back into not ready and now you can see it's ringing here now I can answer here from the GUI and so now you can see that we have an active call sort of something definitely went haywire but since that was answered now you can see the the 15 seconds that it was in wrap up and then ready so let's let me try this again so 5,000 thank you for calling [Music] all right so we have that answer status change to talking and then over here we're going to change to ready oh this is the one that messed up it looks like let's see ready sorry get my this is one we want that's which already when I was on the call I've gotten getting the desk remote desktops confused so let's make it easier I'm going to make the test call here from my DX 650 so let me unlock it here and I will also put YouTube user a the supervisor into ready status all right so I'm going to have 5,000 I'll turn this up so you can hear it I guess is bad idea being able to hear both at the same time alright so now this one's going to go over so I'll answer this you can actually hear me I'm going to mute my phone so it doesn't come through here now me is the supervisor I can also go over here and change the status of the other teammates so this bill shows talking now let's say if nobody is available so let me go not ready here I'll go not ready here and we'll disconnect the call and see it's still unwrapped up and after 15 seconds it will change like that so we're going to make this one not ready and then on here we're going to switch to not ready don't want to work up YouTube see got to change that - oh I didn't select the reason I'll say I'm tired so we got someone that doesn't want to work someone who's too tired and you to be he's just not ready so now if I die all 5,000 [Music] let's say I'm not hearing let me drive with here so if we still have audio 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 a line and your call will be handled in the order it was received all right so my wireless VPN on the DX 650 is apparently getting one-way audio right now because I only hear or I don't hear the announcement play but I do through here so again this is a beta lab but that as you can see you'll pretty much set your weight and then every 30 seconds or so you'll hear the call agents are still busy as you would expect 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 all right and then I could go to ready now the calls coming through [Music] so this was just a quick demonstration based on the free lab I provided for you guys again if you're following along you can do that but if you don't have access to any of this stuff then you can certainly use this one other thing I was just going to show - which I forgot because I have both of these users signed in let me turn off the see sign out I quit all right that's probably what messed it up the first time - is because I was signed into both the phone and through the web or maybe not let's see like say this is my first time using it as of yesterday so it's pretty cool because like I got social media or social minor so that like with the VC SC Expressway and the guest jabber web interface there's a built-in chat which then can also integrate directly with this so that's one of the next things I'm going to be playing around with when I get some time but but yeah so you can see the difference between the supervisor view and the agent view so as always thanks for watching and I will see you guys in the next video

Channel: wmx99

Views: 40,839

Keywords: cisco, unified, communications, manager, 11.5, contact center, express, finesse, configuration, home lab, voip, how to, collaboration

Id: NlA8KixfsS4

Length: 65min 12sec (3912 seconds)

Published: Fri Jan 06 2017