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59-Integration On UCCX With CallManager

This document provides instructions for integrating a Unified Contact Center Express (UCCX) system with a Cisco CallManager cluster to enable contact center functionality. It describes configuring CTI route points, ports, and credentials in CallManager and UCCX. It also provides details on configuring JTAPI and RMCM users, call control groups, resource groups, and other settings to enable agents to log in via IP phones and handle calls routed to the UCCX system.

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Indra Kenward
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89 views7 pages

59-Integration On UCCX With CallManager

This document provides instructions for integrating a Unified Contact Center Express (UCCX) system with a Cisco CallManager cluster to enable contact center functionality. It describes configuring CTI route points, ports, and credentials in CallManager and UCCX. It also provides details on configuring JTAPI and RMCM users, call control groups, resource groups, and other settings to enable agents to log in via IP phones and handle calls routed to the UCCX system.

Uploaded by

Indra Kenward
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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CCIE Collaboration (http://labs.ine.com/workbook/toc/ccie-


collaboration)  UCCX (Unified Contact Center Express)

Integration on UCCX with CallManager



 Unity Connection HQ MWI Restrictions (/workbook/view/ccie-collaboration/task/unity-connection-hq-mwi-restrictions-
MzA3OQ%3D%3D) | UCCX Custom Scripting (/workbook/view/ccie-collaboration/task/uccx-custom-scripting-MzA4MQ%3D%3D)
CONTENTS

Last updated: November 13, 2017

Tasks
Add second line 2201 on HQ Phone 1.
Add second line 2202 on HQ Phone 2. Edit Line 2102 for the same
Integrate HQ UCCX with HQ CallManager Cluster using following information.

JTAPI User Details: jtapi/C1sc0123

RMCM User Details: rm/C1sc0123

Codec: g729

Configure the following CUCM, UCCX and ICD script to accommodate the customer
requirements for HQ listed below

CTI Route Point: 2300

CTI Ports: 2301 to 2305

Jtapi Prefix: jtapi

Jtapi password: C1sc0123

Rm username: rm

Rm password: C1sc0123

Use One-Button Login feature on IP phones.


Both agent should become ready for the next call immediately after the existing call is disconnected.
You should be able to dial UCCX CTI Route point from HQ/SiteB/SiteC and from PSTN Phone Line 1.
Use the ICD script.

Note:
It is not required to meet Region requirements.

Configuration:  Click to collapse

HQ - Publisher
Device > Phone > HQ Phone 2 > Add New Line

Repeat the above procedure for HQ Phone 1 Line 2


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User Management > End User > hqone

User Management > End User > hqtwo

Device > Device Settings > Phone Services

 http://142.100.64.14:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp
http://142.100.64.14:6293/ipphone/jsp/sciphonexml/IPAgentLogin.jsp
CONTENTS

Device > Phone > HQ Phone 1 > Related Links: Subscribe/ Unsubscribe Services > Go
Select IPCC > Click Next
Do for HQ Phone 1 and HQ Phone 2

Repeat the above procedure for HQ Phone 2 as well.


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HQ - UCCX
System > Cisco Unified CM Configuration

Passwords for jtapi and rm = C1sc0123


CONTENTS

HQ UCCX Server
Navigation > Cisco Unified CCX Serviceability
Login to UCCX using admin or uccxadmin account
Tools > Control Center - Network Services

HQ UCCX Subsystems > Cisco Unified CM Telephony > Call Control Group > Add New
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CONTENTS

HQ Publisher
Verify CTI Ports Registration

Device > Phone

User Management > Application User ( Go to Jtapi_1 user)

HQ Publisher Server
User Management > Application User > rm

On UCCX Server
Subsystems > RmCm > Resource Groups > Add New
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Subsystems > RmCm > Resources > hqone

Subsystems > RmCm > Resources > hqtwo

Subsystems > RmCm > Contact Service Queues


CONTENTS

Click Next

Applications > Application Management > Add New

Click Add new trigger


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CONTENTS

On HQ Publisher
Device > CTI Route Point

On UCCX
Subsystems > Rmcm > Resources (For both user HQ 1 & HQ 2)

System > System Parameters


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CONTENTS

Tools > Control Center – Network Services (Restart the Cisco Unified CCX Engine Service)

Verification
Make both HQ phones login using IPCC Service and ensure they are in ready state.
Call From HQ PSTN Line to 5022300.

 Unity Connection HQ MWI Restrictions (/workbook/view/ccie-collaboration/task/unity-connection-hq-mwi-


restrictions-MzA3OQ%3D%3D) | UCCX Custom Scripting (/workbook/view/ccie-collaboration/task/uccx-custom-
scripting-MzA4MQ%3D%3D) 

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