Cisco Packaged Contact Center Enterprise Configuration Guide

Cisco Packaged Contact Center Enterprise Administration and

Configuration Guide, Release 12.5(1)

First Published: 2020-02-05

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CONTENTS

Preface xxiii

PREFACE

Change History xxiii

About This Guide xxvi

Audience xxvi

Related Documents xxvii

Communications, Services, and Additional Information xxvii

Field Notice xxviii

Documentation Feedback xxviii

Conventions xxviii

Post Installation Configuration 1

CHAPTER 1

CCEDataProtect Tool 1

Configure External DBLookUp Registry Value using CCEDataProtect Tool 2

Packaged CCE 2000 Agents Deployment 3

Configure CCE Component 3

Configure SQL Server for CCE Components 4

Set up Organizational Units 4

Initialize the Packaged CCE 2000 Agents Deployment Type 7

Configure Cisco Unified Contact Center Enterprise PG 23

Cisco SNMP Setup 24

Configure Cisco Unified Customer Voice Portal 27

Configure Cisco Unified Communications Manager 27

Configure Fully Qualified Domain Name 28

Configure Cisco Unified Communications Manager Groups 28

Configure Conference Bridges 28

Configure Media Termination Points 29

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Transcoder Configuration in Unified CM and IOS Gateway 29

Configure Media Resource Groups 30

Configure and Associate Media Resource Group List 31

Configure CTI Route Point 31

Configure Ingress Gateways for Locations-based Call Admission Control 32

Add a SIP Profile in Unified CM 32

Configure Trunk 33

Configure Route Group 33

Configure Route List 34

Configure Route Pattern 34

Configure Cisco Unified Intelligence Center 34

Configure Unified Intelligence Center Data Sources for External HDS 35

Download Report Bundles 36

Import Reports 36

Configure Unified Intelligence Center Administration 38

Configure Cisco Finesse 39

Configure Contact Center Agents and Routing for Live Data Reports 39

Live Data Reports 39

Configure Cisco Unified Customer Voice Portal Reporting Server 42

Obtain Cisco Unified Customer Voice Portal Report Templates 42

Create Data Source for Cisco Unified CVP Report Data 43

Import Unified CVP Report Templates in Unified Intelligence Center 44

Configure VVB 45

Configure Cisco IOS Enterprise Voice Gateway 45

About Ingress and VXML Gateway Configuration 46

Common Configuration for the Ingress Gateway and VXML Gateway 46

Configure Ingress Gateway 46

Configure VXML Gateway 49

File Transfer to Gateway 51

Configure Codec for Ingress and VXML Gateways 51

Configure IPv6 53

IPv6 Configuration 53

Set Up IPv6 for VOS-Based Contact Center Applications 53

Configure NAT64 for IPv6-Enabled Deployment 55

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Configure IPv6 on Unified CVP Call Server 57

Configure Gateways to Support IPv6 57

Configure IPv6 on Unified Communications Manager 58

Packaged CCE 4000 Agents Deployment 61

Configure CCE Component 62

Configure Rogger 62

Configure AW-HDS-DDS 67

Configure Packaged CCE Deployment Type 70

System Inventory for Packaged CCE 4000 Agents and 12000 Agents Deployment 75

Configure Cisco Unified Contact Center Enterprise PG 78

Configure Cisco Unified Customer Voice Portal 82

Configure SNMP 83

Configure Cisco Unified Communications Manager 85

Set Up Device Pool 86

Set Up Application User 87

Configure A-Law Codec 87

Configure SNMP 88

Configure Agent Desk Settings 89

Configure Cisco Unified Intelligence Center 90

Configure Cisco Finesse 90

Restart the Cisco Tomcat Service 91

Configure Cisco Finesse Administration 91

Configure Live Data 99

Initial Setup for Live Data 99

Configure Live Data with AW 99

Configure SQL User Account 100

Configure Live Data Machine Services 101

Configure Live Data for Unified Intelligence Center Data Sources 102

Configure Cross Origin Resource Sharing (CORS) for Live Data 102

Restart Live Data 103

Set Up Certificates for Live Data 103

Packaged CCE 12000 Agents Deployment 103

Configure CCE Component 104

Configure Logger 105

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Configure Router 105

Configure HDS-DDS 106

Configure AW-HDS 106

Packaged CCE Lab Only Deployments 108

Packaged CCE Lab Only Deployment Components 109

Simplex Mode 109

Duplex Mode 110

Initialize the Packaged CCE Lab Mode Deployment 112

Enable System Inventory, Log Collection, and Live Data Using the Inventory Content File 113

Inventory Content File 114

Optional Configurations 117

CHAPTER 2

Optional Configuration for Packaged CCE 2000 Agents Deployment 117

Add and Maintain Remote Sites 117

Add Remote Site 118

Reconfigure Remote Site 120

Delete Remote Site 120

Add and Maintain External Machines 121

Add External Machines 121

Add Media Server as External Machine 122

Edit Machines 123

Add PIMs to the Media Routing Peripheral Gateway 132

Add Multichannel PIM to 2000 Agent Deployment 133

Configure Email and Chat 134

Optional Configuration for Packaged CCE 4000/12000 Agents Deployment 134

Remote Site 135

Add and Maintain Remote Site 135

Delete Remote Site 138

Machines 139

Add and Maintain Machines 139

Edit Machines 142

Delete Machine 149

Add PIMs to the Media Routing Peripheral Gateway 150

Add Multichannel PIM to Packaged CCE 4000/12000 Agents Deployment 150

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Peripheral Set 151

Add and Maintain Peripheral Set 152

Update Peripheral Set 154

Delete Peripheral Set 155

Avaya Configurations 155

Add Users to Local Security Group 156

Configure and Setup Avaya Peripheral Gateway 157

Restart Live Data for Avaya PG 158

ICM-to-ICM Gateway Configurations 158

Remote ICM type application gateway global settings 158

Optional Configuration for Packaged CCE Lab deployment 159

Remote Sites in Lab Mode 159

Post Technology Refresh Configurations 161

CHAPTER 3

Packaged CCE 2000 Agents Deployment 161

Single-stage Configurations 161

Update Inventory 162

Configure CCE Components 163

Configure External HDS 163

Configure Customer Voice Portal 164

Solution Synchronization and Cutover 164

Packaged CCE 4000 Agents Deployment 166

Single-stage Configurations 166

Configure CCE Components 167

Configure Cisco Unified Customer Voice Portal 167

Configure Customer Collaboration Platform(CCP) 168

Multistage Configurations 168

Update Inventory 170

Packaged CCE 12000 Agents Deployment 171

Single-stage Configurations 171

Configure CCE Components 172

Multistage Configurations 173

Packaged CCE Lab Only Deployments 175

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Packaged CCE Administration 177

CHAPTER 4

Getting Started 177

Sign In 177

Single Sign-On Log Out 178

System Interface 178

Lists 179

Add Objects 180

Update Objects 180

Delete Objects 183

Popup Windows 184

Keyboard Shortcuts 185

System and Device Sync Alerts 185

System Alerts 185

Device Out of Sync Alerts 185

Smart License 186

Overview 186

Smart Licensing Capabilities 187

Documentation Resources 188

Prerequisites for Smart Licensing 188

Smart License Deployments 188

Smart Licensing Task Flow 189

Obtain the Product Instance Registration Token 190

Configure Transport Settings for Smart Licensing 191

Select License Type 191

Register with Cisco Smart Software Manager 193

Registration, Authorization, and Entitlement Status 194

Out-Of-Compliance and Enforcement Rules 196

License States 196

Notifications and Alerts 198

License Consumption Calculation 199

License Computation Scenario 1 199

License Computation Scenario 2 200

New Deployments 200

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Migrate to Smart Licensing 201

PAK-Based Migration 201

Device-Based Conversion 202

License Management 202

Smart Licensing Tasks 203

Renew Authorization 204

Renew Registration 204

Reregister License 204

Deregister License 205

Best Practices 205

Infrastructure Settings 206

Inventory Management 206

Manage Devices 206

CVP Server Services Setup 206

Configure CVP Reporting Server 236

Cisco Virtualized Voice Browser (VVB) Setup 241

Finesse 249

Configure Cisco Identity Service 256

Application Gateway 266

Peripheral Gateways 266

Log Collection 267

Command Execution Pane 268

User Setup 270

Manage Agents 270

Agents 270

Add and Maintain Agents 270

Add an Agent by Copying an Existing Agent Record 275

Search for Agents 276

Manage Agent Expertise 276

Agent Reskilling 277

Edit Skill Group Membership for Multiple Agents 277

Edit Description, Desk Settings, and Teams for Multiple Agents 278

Manage Supervisors 279

Supervisor Access and Permissions 280

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Add Supervisor Status to an Agent 281

Manage Roles 282

Roles 282

Manage Administrators 284

Add and Maintain Administrators 284

Administrators and System Access 286

Changing Authorization Modes of Administrators 288

Organization Setup 289

Manage Teams 289

Teams 289

Manage Skills 296

Skill Groups 296

Attributes 299

Precision Queues 300

Manage Departments 309

Departments 309

Manage Campaigns 312

Add and Maintain Agent Based Campaigns 312

Add and Maintain IVR Based Campaigns 318

Edit Contacts 323

Edit Status and Schedule 324

Save File Path of Do Not Call List Import File 324

Business Hours 325

Search for Business Hours 325

Add and Maintain Business Hours 326

Add Status Reasons 327

Edit Status for Multiple Business Hours 328

Edit Schedule for Multiple Business Hours 328

Desktop Settings 328

Resources 328

Manage Call Variables Layout 329

Manage Desktop Layouts 333

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Manage Phone Books 348

Manage Workflows 352

Reason Labels 360

Desk Settings 361

Agent Trace 364

Call Settings 365

Route Settings 365

Media Routing Domains 365

Dialed Number 366

Routing Pattern 373

Location Configuration 374

SIP Server Group 377

Call Type 383

Expanded Call Variables 385

IVR Settings 390

Network VRU Scripts 391

File Transfers 398

Bucket Intervals 400

Add and Maintain Bucket Intervals 400

Miscellaneous 401

Global 402

Main Site 404

Remote Sites 405

Feature Setup 405

Manage Features 405

Courtesy Callback 405

Single Sign-On 411

Third-party Integration 411

Customer Virtual Assistant 418

Cloud Connect Administration 424

Configure Cloud Connect 425

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Configuring Cloud Connect Node 426

set cloudconnect cherrypoint config 426

Email and Chat 427

Bulk Imports 427

Manage Bulk Jobs 427

Download Bulk Job Content File Template 428

Add and Maintain Bulk Jobs 442

Review Bulk Job Details 442

Capacity 443

Capacity Info 443

Using Configuration Manager 445

PART I

Configuration Manager 447

CHAPTER 5

Permanent Deletion 447

Packaged CCE 4000 and 12000 Agent Supported Tools 447

Routing and Scripting 453

PART II

Script Editor and Internet Script Editor 455

CHAPTER 6

Script Editor and Internet Script Editor 455

Administrator Privileges in Internet Script Editor 455

Install Internet Script Editor 456

Start Internet Script Editor 456

Upgrade Internet Script Editor 457

Common Tasks 459

CHAPTER 7

Common Tasks 459

The Palette 460

General Tab 460

Routing Tab 460

Targets Tab 460

Queue Tab 461

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Create Routing Script 461

Add Comments to a Node 462

Specify a Connection Label Location for a Node 462

Validate Scripts 463

Open Script Explorer 463

Schedule Routing Script 464

Viewing Modes 466

Making Packaged CCE Work with Unified CVP 466

Call Types, Contact Data, and Scripting 469

CHAPTER 8

Call Types 469

Default Call Types 469

Relation Between Call Types and Scripts 469

Call Type Qualifiers 470

Dialed Number (DN) 470

Association of Contacts with Call Types 470

Determination of Call Type for Voice Contact 470

Determination of Call Type for ECE Web Request 471

Determination of Call Type for a Task Routing Task 471

Contact Categorization 473

CHAPTER 9

Contact Categorization 473

Categorization and Call Type 473

Categorization Through Scheduling Scripts by Call Type 473

Change Call Type to Static 473

Change Call Type to Dynamic 474

Change Call Type and Execute a New Script 475

Categorization by Call Type Qualifiers 476

Categorize Contact by Dialed Number 477

Categorization by Time and Date 478

Categorize Contact by Date and Time 478

Categorize Contact by the Day of Week 480

Categorization by Branching 481

Execute a Different Script 481

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Direct Script Execution to Different Branches by Percentage 482

Categorize Contact Based on a Condition 484

Categorize a Contact Based on Its Media Routing Domain 484

Categorize by External Applications 485

Routing Target Selection 489

CHAPTER 10

Routing Targets 489

Agent Routing Nodes 489

Transfer Calls from Agents to Agents 489

Nodes Used to Receive Contacts 491

Define Set of Enterprise Skill Groups to Receive the Contact 491

Define Set of Enterprise Services to Receive the Contact 493

Define Set of Services to Receive the Contact 494

Send Call to a VRU with Translation Route to VRU 495

Nodes Used to Stop Script Processing 498

End Node 498

Release Call Node 498

Service Requested 498

ServiceRequested Variable 499

Target Requery 499

Target Requery Functionality 499

Test of the RequeryStatus Variable 500

Nodes That Support Target Requery 501

Use Target Requery 501

Network VRUs 503

CHAPTER 11

VRU Functionality 503

Access to VRU Scripts in Packaged CCE Routing Scripts 503

Send Call to a VRU with Send to VRU Node 503

Run External Scripts 504

VRU Errors 506

Call Queuing at VRUs 506

Place a Call in Queue 507

Precision Queue Script Node 509

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Precision Queue Properties Dialog Box - Static Precision Queue 510

Precision Queue Properties Dialog Box - Dynamic Precision Queue 511

Queuing Behavior of the Precision Queue Node 512

Adjust Priority of a Call in a Queue 512

Remove Call from a Queue 514

Temporarily Halt Script Execution 514

Multichannel Routing 517

CHAPTER 12

Overview of Multichannel Services 517

Enterprise Chat and Email 517

Supported Route Requests for Enterprise Chat and Email 517

Application Request Routing with Enterprise Chat and Email 518

Synchronized Agents and Skill Groups for ECE 518

Independent Media Queues for ECE 518

Task Routing 519

Media Routing Domains 519

Media Routing Domains and Interruptibility 519

Use Media Routing Domains to Categorize Contacts 519

Pick / Pull Node 520

Skill Group and Precision Queue Routing for Nonvoice Tasks 521

Queue to Agent Node 522

Change Queue to Agent Type 522

Specify an Agent Directly 523

Select an Agent by an Expression 524

RONA and Transfer Scripting for Task Routing 525

Estimated Wait Time Scripting for Task Routing 525

Example Universal Queue Scripts 526

Selection of Agents from Skill Groups 526

Categorization by Media Routing Domain with Skill Groups 527

Categorization by Media Routing Domain with Precision Queues 528

Script That Queues to Agents 528

RONA and Transfer Script 529

Estimated Wait Time Script 530

Example Enterprise Chat and Email Scripts 532

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Use of Formulas 533

CHAPTER 13

VRU Functionality 533

Access to VRU Scripts in Packaged CCE Routing Scripts 533

Send Call to a VRU with Send to VRU Node 533

Run External Scripts 534

VRU Errors 536

Call Queuing at VRUs 536

Place a Call in Queue 537

Precision Queue Script Node 539

Precision Queue Properties Dialog Box - Static Precision Queue 540

Precision Queue Properties Dialog Box - Dynamic Precision Queue 541

Queuing Behavior of the Precision Queue Node 542

Adjust Priority of a Call in a Queue 542

Remove Call from a Queue 544

Temporarily Halt Script Execution 544

Scripting Specifics in a Packaged CCE Environment 547

CHAPTER 14

Call Priority 547

Check for Available Agents 547

Scripts for Precision Queues 547

Precision Queue Script Node 548

Configure a Static Precision Queue 548

Configure a Dynamic Precision Queue 549

Queuing Behavior of the Precision Queue Node 549

Cancel Queuing Node 550

End Node 550

Agent to Agent Node 550

Unified CVP as a queue point 550

Interruptible vs. Non-interruptible 551

Utility Nodes 553

CHAPTER 15

Start Node 553

Comment Node 553

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Line Connector Node 554

Unified CVP Scripting 557

CHAPTER 16

Writing Scripts for Unified CVP 557

Before You Begin 557

Scripts to Access Unified CVP from Packaged CCE 558

Invoke Unified CVP Micro-applications Through Routing Scripts 558

Unified CVP Call Studio Scripting 558

Scripting for Unified CVP with Packaged CCE 559

Micro-applications 559

Simple Example Script: Welcome to XYZ Corporation 560

Packaged CCE Unified CVP Micro-app Connection 561

Information Exchange Between Packaged CCE and Unified CVP 563

Packaged CCE Data Handling 563

Unified CVP Script Error Checking 563

Writing Packaged CCE Applications for Unified CVP 568

Run External Script Node That Accesses a Unified CVP Micro-application 568

Unified CVP Micro-applications 568

Dynamic Audio File Support for Micro-applications 569

Default Media Server for Micro-applications 569

Capture Micro-application 570

Play Media Micro-application 571

Configure Network VRU Script for Play Media 571

Configure Play Media Micro-application to Use Streaming Audio 573

Play Media Examples: Play Welcome Message 576

Play Data Micro-application 577

Play Data and Data Storage 578

Configure Network VRU Script Settings for Play Data Micro-application 578

Play Back Types for Voice Data 580

Play Data Configuration Examples 598

Get Digits Micro-application 599

Configure Network VRU Script Settings for Get Digits Micro-application 599

Get Digits Configuration Examples 602

Get Digits and Digit Entry Completion 603

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Menu Micro-application 604

Configure Network VRU Script Settings for the Menu Micro-application 604

Menu Configuration Examples 606

Menu and Digit Entry Completion 607

Get Speech Micro-application 608

Configure Network VRU Script Settings for the Get Speech Micro-application 608

Passing Information to the Call Studio Scripts Executing on VXML Server 609

Passing Data Back to Packaged CCE from the VXML Server 610

Scripting for Unified CVP with Call Studio 610

High-Level Configuration Instructions 611

Call Studio ReqICMLabel Element to Pass Data 611

Integrate Call Studio Scripts with Unified CCE Scripts - Traditional Method 613

Integrate Call Studio Scripts with Packaged CCE Scripts 614

Call Studio Scripts in Unified CVP 614

Deploy Call Studio Scripts Using Call Studio 614

Outbound Option Scripting 617

CHAPTER 17

Outbound Option Scripting 617

Experience Management Scripting 619

CHAPTER 18

Modify CCE Scripts for Experience Management Voice, SMS, and Email Surveys 619

Create Experience Management Routing Script for Voice 619

Create Experience Management Routing Script for SMS and Email 621

Configure Call Studio App Data Format 621

Configure ICM Script 622

Modify CCE Script for Experience Management Digital Channel Surveys 623

Create Experience Management Routing Script for Digital Channel Surveys 623

Database Administration 627

PART III

Database Administration 629

CHAPTER 19

Unified CCE Database Administration 629

Historical Data 630

Database Statistics 631

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Database Administration Tool 631

Create Database with Configured Components 632

Create Database Without Configured Components 633

Delete a Database 634

Expand a Database 634

Recreate a Database 635

View Database Properties 636

View Table Properties 636

Import and Export Data 637

Synchronize Database Data 637

Configure a Database Server 638

Database Sizing Estimator Tool 639

Start Database Sizing Estimator 640

Estimate Database Size 641

Administration & Data Server with Historical Data Server Setup 642

Set Up HDS and Add Instance 642

Set Up HDS from Added Instance 643

Database Size Monitoring 643

System Response When Database Nears Capacity 644

Allocation of More Database Space 644

Initialize Local Database (AWDB) 645

General Database Administration 645

Logger Events 645

Database Networking Support 646

Database Backup and Restore 646

Database Recovery Models 647

Database Comparison 647

Database Resynchronization 647

Synchronize Configuration Data between Loggers from Command Window 647

Security Certificates 649

PART IV

Security Certificates 651

CHAPTER 20

CA Certificates 651

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Generate CSR 652

Create Trusted CA-Signed Server or Application Certificate 653

Produce Certificate Internally 654

Set up Microsoft Certificate Server for Windows Server 654

Upload and Bind CA-Signed Certificate 655

Upload CA-Signed Certificate to IIS Manager 655

Bind CA-Signed Certificate to IIS Manager 655

Import WSM CA Certificate into CVP 656

Import CA Certificate into AW Machines 658

Self-Signed Certificates 658

Import AW Certificate into Cisco Unified CVP Servers 659

Self-Signed Certificates 660

Import CCE Component Certificates 660

Import ECE Web Server Certificate into AW Machines 661

Import WSM Certificate into AW Machines 662

Import VOS Components Certificate 663

Troubleshooting 665

APPENDIX A

Packaged CCE Logs 665

Native Character Sets 667

System Performance During Database Updates 668

Reference 669

APPENDIX B

Certificates for Live Data 669

Certificates and Secure Communications 669

Self-Signed Certificates and Third-Party CA Certificates 670

Export Self-Signed Live Data Certificates 670

Import Self-Signed Live Data Certificates 671

Obtain and Upload Third-party CA Certificate 671

Change Java Truststore Password 672

Graceful Shutdown of Call Server/Reporting Server 672

Unified CVP Statistics 673

Call Server 673

Unified ICM Service Call Statistics 673

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