User Guide for Cisco Unified Contact

Center Management Portal, Release

12.6(1)
For Unified Contact Center Enterprise

First Published: May, 2021

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Table of Contents 3

Table of Contents
Table of Contents 3
Preface 20
About This Guide 20
Who Should Read This Document 20
Product Naming Conventions 20
Related Documentation 20
Communications, Services, and Additional Information 21
Cisco Bug Search Tool 21
Field Alerts and Field Notices 21
Documentation Feedback 22
Document Conventions 22
Getting Started 24
The Basics 24
About Unified Contact Center Management Portal 24
About Unified CCMP User Types 24
About Standard and Advanced Mode 25
Keyboard Shortcuts 26
Accessing The Web Application 26
Logging In to Unified CCMP 26
Using Online Help 28
The Home Page 29
About the Home Page 29
The Menu Bar 29
Standard Mode Team Management Page 30
Gadgets 30
Tools 30
Disabling Pop-up Blockers 31
Changing Your Language 31
The Folder Tree 32
Table of Contents 4

About the Folder Tree 32

Contents and Organization 32
Folder Order 33
Expanding and Collapsing Nodes 33
Showing Child Folders 33
Selecting Multiple Folders 34
Shortcut Menus 34
Keyboard Shortcuts 34
Drag and Drop Operations 35
Logging Out 35
Gadgets and Apps 36
About Apps 36
Opening an App 36
Setting Your Default App 36
Building Apps 37
Clearing All Gadgets 37
Adding Gadgets 37
Resizing Gadgets 38
Moving and Editing Gadgets 38
Saving an App 38
Deleting an App 39
Settings 40
User Settings 40
Changing your password 40
Changing your other user settings 40
System Settings 41
About System Settings 41
Changing the System Settings 41
Custom Links 44
About Custom Links 44
Table of Contents 5

Adding a Custom Link 45

Editing a Custom Link 45
About Page 45
Viewing the Product Version 45
Agent Re-Skilling 46
About the Agent Re-Skilling Tool 46
Configuring a Unified CCMP User to Access the Re-Skilling Tool 46
Opening the Agent Re-Skilling Tool 47
Viewing a Skill Group 47
Adding an Agent to a Skill Group 47
Removing an Agent from a Skill Group 48
Agent Team Manager 49
About the Agent Team Manager Tool 49
Configuring an Unified CCMP User to Access the Agent Team Manager Tool 49
Opening the Agent Team Manager Tool 50
Viewing an Agent Team 50
Viewing or Editing Agents 50
Changing an Agent’s Team 51
Adding a New Agent 52
Adding a New Person 54
Information Notices 56
About Information Notices 56
Viewing Current Information Notices 56
Advanced Mode Options 56
About Advanced Mode Options 56
Opening the Information Notices Tool 56
Creating an Information Notice 57
Viewing Information Notices 57
Editing an Information Notice 57
Deleting an Information Notice 57
Table of Contents 6

Moving an Information Notice 57

Activity Monitor 59
About the Activity Monitor 59
Opening the Activity Monitor 59
Provisioning Queue Tab 59
Audit Detail Tab 61
Resource Manager 63
Introduction 63
About Resource Manager 63
Resource Manager User Interface 63
Overview 63
Folder Tree Panel 64
Items Panel 64
Details Panel 65
Common Details Panel Tabs 66
Details Tab 66
Associations Tabs 66
Advanced Tab 67
History Tab 67
Custom Data Tab 67
Folders 68
About Folders 68
Creating a Folder 68
Renaming a Folder 69
Moving a Folder 69
Deleting a Folder 70
Bulk Uploading Folders 71
Tenants and Prefix Rules 71
About Tenants and Tenant Mappings 71
Tenants 71
Table of Contents 7

Prefix Rules 71
Equipment Mappings 72
Creating a Prefix Rule 72
Editing a Prefix Rule 73
Viewing a Prefix Rule 74
Deleting a Prefix Rule 74
More About Tenants and Prefix Rules 75
Prefixes and Multi-tenanted Environments 75
Viewing Equipment Mapping 75
Resources 76
About Resources 76
Resource Types 76
System Resources 76
Remote Resources 76
Resource States 78
Creating a Resource 80
Viewing and Editing Resources 80
Selecting Resources 81
Viewing Resource Status 81
Moving Resources 82
Deleting Resources 83
Purging Resources 83
More About Moving Resources 83
Moving a Resource to a Different Tenant 83
Moving Remote Resources Owned by Remote Tenants 84
Moving Resources Using AW tools 85
Bulk Upload of Resources 85
About Bulk Upload 85
The Bulk Upload Tool 85
Resources That Can Be Bulk Uploaded 85
Table of Contents 8

Editing CSV files 86

Using the Bulk Upload Tool 86
Starting a Bulk Upload 86
Bulk Upload Errors 87
Reasons for Upload Failure 87
Bulk Upload Data Types 88
Global Bulk Upload Columns 88
Bulk Upload Agent Template 89
Bulk Upload Agent Desktop Template 91
Bulk Upload Agent Team Template 92
Bulk Upload Call Type Template 93
Bulk Upload Departments Template 94
Bulk Upload Dialed Number Template 94
Bulk Upload Enterprise Skill Group Template 95
Bulk Upload Folders Template 95
Bulk Upload Label Template 96
Bulk Upload Network VRU Scripts Template 97
Bulk Upload Person Template 98
Bulk Upload Precision Attributes Template 99
Bulk Upload Precision Queues Template 99
Syntax for Precision Queue Steps 100
Bulk Upload Skill Group Template 102
Bulk Upload User Variable Template 103
Bulk Upload Users Template 104
About Merging 105
Merging Items 106
Overview 106
Master Item 106
Items to Merge 106
Filter Options 106
Table of Contents 9

Merge 106
System Search Folders 107
About System Search Folders 107
Viewing Search Details 107
Running a Predefined Search 107
Refreshing the Search Results 108
Moving or Deleting Searches 108
Viewing or Editing Search Results 108
Moving Items in Search Results 108
Deleting Items from Search Results 109
Cisco Resource Guide 110
About Resource Types 110
Agents 110
About Agents and Supervisor Agents 110
Creating an Agent 112
Adding an Agent to a Team 113
Editing an Agent 114
Deleting an Agent 114
Bulk Uploading Agents 115
Agent Fields 115
Agent Desktops 126
About Agent Desktops 126
Creating an Agent Desktop 126
Editing an Agent Desktop 126
Deleting an Agent Desktop 127
Bulk Uploading Agent Desktops 127
Agent Desktop Fields 127
Agent Teams 133
About Agent Teams 133
Creating an Agent Team 133
Table of Contents 10

Editing an Agent Team 134

Deleting an Agent Team 134
Bulk Uploading Agent Teams 134
Agent Team Fields 134
Call Types 138
About Call Types 138
Creating a Call Type 138
Editing a Call Type 139
Deleting a Call Type 139
Bulk Uploading Call Types 139
Call Type Fields 139
Departments 142
About Departments 142
Creating a Department 143
Editing a Department 144
Deleting a Department 144
Bulk Uploading Departments 144
Department Fields 144
About Device Profiles 146
Creating a Device Profile 146
Deleting a Device Profile 146
Device Profile Fields 146
Dialed Numbers 149
About Dialed Numbers 149
Creating a Dialed Number 149
Editing a Dialed Number 150
Deleting a Dialed Number 150
Bulk Uploading Dialed Numbers 151
Dialed Number Fields 151
About Directory Numbers 156
Table of Contents 11

Creating a Directory Number 156

Deleting a Directory Number 156
Directory Number Fields 156
Enterprise Skill Groups 158
About Enterprise Skill Groups 158
Creating an Enterprise Skill Group 159
Deleting an Enterprise Skill Group 159
Bulk Uploading Enterprise Skill Groups 159
Enterprise Skill Group Fields 159
Editing an Enterprise Skill Group 162
Expanded Call Variables 163
About Expanded Call Variables 163
Creating an Expanded Call Variable 163
Deleting an Expanded Call Variable 163
Expanded Call Variable Fields 163
ECC Payloads 165
About ECC Payloads 165
Creating an ECC Payload 166
Deleting an ECC Payload 166
ECC Payload Fields 167
About IP Phones 168
Creating an IP Phone 168
Deleting an IP Phone 168
IP Phone Fields 169
More About IP Phones 171
Using Unified CCMP with Other Provisioning Systems 171
Advanced Information 171
IVR Apps 172
About IVR Apps 172
Creating an IVR App 172
Table of Contents 12

Editing an IVR App 173

Deleting an IVR App 173
IVR App Fields 173
Labels 174
About Labels 174
Creating a Label 174
Editing a Label 174
Deleting a Label 175
Bulk Uploading Labels 175
Label Fields 175
Media Files 178
About Media Files 178
Creating a Media File 178
Editing a Media File 179
Deleting a Media File 179
Media File Fields 179
Network VRU Scripts 180
About Network VRU Scripts 180
Creating a Network VRU Script 182
Associating an Audio File with a Network VRU Script 182
Editing a Network VRU Script 183
Deleting a Network VRU Script 183
Bulk Uploading Network VRU Scripts 184
Network VRU Script Fields 184
Peripherals 188
About Peripherals 188
Peripheral Fields 189
Persons 190
About Persons 190
Creating a Person 190
Table of Contents 13

Editing a Person 191

Deleting a Person 191
Bulk Uploading Persons 191
Person Fields 191
Precision Attributes 197
About Precision Attributes 197
Creating a Precision Attribute 198
Editing a Precision Attribute 198
Deleting a Precision Attribute 199
Bulk Uploading Precision Attributes 199
Precision Attribute Fields 199
Precision Queues 203
About Precision Queues 203
Creating a Precision Queue 205
Editing a Precision Queue 205
Deleting a Precision Queue 205
Bulk Uploading Precision Queues 206
Precision Queue Fields 206
Services 221
About Services 221
Creating a Service 221
Deleting a Service 221
Service Fields 221
Editing a Service 225
Skill Groups 226
About Skill Groups 226
Creating a Skill Group 226
Editing a Skill Group 227
Deleting a Skill Group 227
Bulk Uploading Skill Groups 228
Table of Contents 14

Skill Group Fields 228

User Variables 231
About User Variables 231
Creating a User Variable 232
Deleting a User Variable 232
Bulk Uploading User Variables 232
User Variable Fields 232
Security 235
Security Features 235
About Security 235
Security and the Folder Structure 235
Inheritance and Policy Root Folders 235
About Users and Groups 236
About Default Groups 237
About Permissions 237
About Default Roles 238
About Security Management Tools 238
Users 239
About Users 239
Starting the User Manager 239
Creating a User 239
Editing User Details 242
Moving a User 242
Deleting a User 242
Copying a User 243
Viewing User Permissions 243
Changing User Permissions 243
Changing the Groups a User Belongs To 243
About ISE Enabled Users 244
Configuring Imported UCCE Users for ISE Integration 244
Table of Contents 15

User Fields 245

Fields Available When Creating a User 245
Fields Available When Editing a User 249
Groups 252
About Groups 252
Starting the Group Manager 252
Creating a Group 252
Editing Group Details 253
Moving a Group 253
Deleting a Group 253
Viewing Group Permissions 254
Changing Group Permissions 254
Changing the Members in a Group 254
Changing the Groups a Group Belongs To 255
Group Fields 255
Fields Available When Creating a Group 255
Fields Available When Editing a Group 255
Security Permissions 257
About Security Permissions 257
Starting the Security Permissions Manager 257
Viewing Folder Roles Assigned to a Folder 257
Assigning Folder Roles to Users and Groups 257
Changing the Inheritance for a Folder 258
Viewing and Editing Folder Roles 258
Editing User Details 259
Editing Group Details 259
Roles 259
About The Role Manager 259
About Folder Roles 260
Starting the Role Manager 260
Table of Contents 16

Creating a Folder Role 260

Assigning a Folder Role 261
Editing a Folder Role 261
Deleting a Folder Role 261
Global Roles 261
About The Global Role Manager 261
About Global Roles 261
Starting the Global Role Manager 262
Creating a Global Role 262
Assigning a Global Role 262
Editing a Global Role 263
Deleting a Global Role 263
Standard Gadgets Guide 264
CVP Resource Upload Gadget 264
About the CVP Resource Upload Gadget 264
Tasks Associated with the CVP Resource Upload gadget 264
Uploading a Mediafile 264
Editing a Mediafile 265
Uploading a IVR App 265
Security Requirements for the CVP Resource Upload Gadget 265
Resource Manager Gadget 266
About the Resource Manager Gadget 266
About Resources 266
Tasks Associated with Resources 267
Viewing Resources in the Resource Grid 267
Viewing And Editing Resource Details and Status 268
Creating Resources 269
Moving Resources 270
Deleting Resources 270
Entering Data in Resource Manager Fields 270
Table of Contents 17

Search Filter 270

Resource Selector 271
Association Grid 271
Folder Tree 272
Drop-Down List 273
Security Requirements for the Resource Manager Gadget 273
Supported Resources 273
Agents 274
Agent Desktops 274
About Agent Desktops 274
Agent Desktop Properties 274
Agent Teams 279
About Agent Teams 279
Agent Team Properties 279
Call Types 282
About Call Types 282
Call Type Properties 282
Categories 285
About Categories 285
Category Properties 285
Departments 286
About Departments 286
Department Properties 287
Device Profiles 288
About Device Profiles 288
Device Profile Properties 288
Dialed Numbers 291
About Dialed Numbers 291
Dialed Number Properties 291
Directory Numbers 293
Table of Contents 18

About Directory Numbers 293

Directory Number Properties 293
Enterprise Skill Groups 295
About Enterprise Skill Groups 295
Enterprise Skill Group Properties 295
Expanded Call Variables 297
About Expanded Call Variables 297
Expanded Call Variable Properties 297
IP Phones 299
About IP Phones 299
IP Phone Properties 300
Labels 302
About Labels 302
Label Properties 302
Network VRU Scripts 305
About Network VRU Scripts 305
Network VRU Script Properties 306
Persons and Agents 309
About Persons 309
About Agents and Supervisor Agents 309
Person and Agent Properties 311
Precision Attributes 316
About Precision Attributes 316
Precision Attribute Properties 317
Precision Queues 320
About Precision Queues 320
Precision Queue Properties 321
Services 326
About Services 326
Service Properties 326
Table of Contents 19

Skill Groups 329

About Skill Groups 329
Skill Group Properties 329
Users 332
About Users 332
User Properties 332
User Variables 335
About User Variables 335
User Variable Properties 335
System Administration Tasks 338
About Administrator Tasks 338
Agent and Group Related Tasks 338
Contact Routing Tasks 339
Glossary 340
Preface 20

Preface
About This Guide
This document explains how to use the Unified Contact Center Management Portal (Unified
CCMP) to manage settings, services, security and your system using the Web Portal tool.

Who Should Read This Document

This document is intended for all users of Unified CCMP, from high-level administrators to team
supervisors. The reader needs no technical understanding beyond a basic knowledge of how to use
computers.

Product Naming Conventions

In this release, the product names defined in the table below have changed. The New Name (long
version) is reserved for the first instance of that product name and in all headings. The New Name
(short version) is used for subsequent instances of the product name.
Note: This document uses the naming conventions provided in each GUI, which means that in
some cases the old product name is in use.

Old Product Name New Name (long version) New

Name
(short
version
Cisco IPCC Enterprise Edition Cisco Unified Contact Center Enterprise Unified
CCE
Cisco IPCC Hosted Edition Cisco Unified Contact Center Hosted Unified
CCH
Cisco Intelligent Contact Management Cisco Unified Intelligent Contact Unified
(ICM) Enterprise Edition Management (ICM) Enterprise ICM
Cisco Intelligent Contact Management Cisco Intelligent Contact Management
(ICM) Hosted Edition (ICM) Hosted

Related Documentation
The latest versions of all Cisco documentation can be found online at https://www.cisco.com.
Preface 21

Technical Support documentation and tools are accessible from:

https://www.cisco.com/en/US/support/index.html.
The Product Alert tool is accessible from (sign in required): https://www.cisco.com/cgi-
bin/Support/FieldNoticeTool/field-notice.
For information on the Cisco software support methodology, refer to Software Release and
Support Methodology: ICM/IPCC available at (sign in required):
https://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_bulletins_list.html.
For a detailed list of language localizations, refer to the Cisco Unified ICM/Contact Center
Product and System Localization Matrix available at the bottom of the following page:
https://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference_list.html.

Communications, Services, and Additional

Information
To receive timely, relevant information from Cisco, sign up at Cisco Profile Manager.
To get the business impact you’re looking for with the technologies that matter, visit Cisco
Services.
To submit a service request, visit Cisco Support.
To discover and browse secure, validated enterprise-class apps, products, solutions and
services, visit Cisco Marketplace.
To obtain general networking, training, and certification titles, visit Cisco Press.
To find warranty information for a specific product or product family, access Cisco
Warranty Finder.

Cisco Bug Search Tool

Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking
system that maintains a comprehensive list of defects and vulnerabilities in Cisco products and
software. BST provides you with detailed defect information about your products and software.

Field Alerts and Field Notices

Cisco products may be modified or key processes may be determined to be important. These are
announced through use of the Cisco Field Alerts and Cisco Field Notices. You can register to
receive Field Alerts and Field Notices through the Product Alert Tool on Cisco.com. This tool
enables you to create a profile to receive announcements by selecting all products of interest.
Log into www.cisco.com and then access the tool at
https://www.cisco.com/cisco/support/notifications.html
Preface 22

Documentation Feedback
To provide comments about this document, send an email message to the following address:
contactcenterproducts_docfeedback@cisco.com
We appreciate your comments.

Document Conventions
This document uses the following conventions:

Convention Description
boldface font Boldface font is used to indicate commands, such as entries, keys, buttons, folders
and submenu names. For example:
Choose Edit > Find
Click Finish
italic font Italic font is used to indicate the following:
To introduce a new term; for example:
A skill group is a collection of agents who share similar skills
For emphasis; for example:
Do not use the numerical naming convention
A syntax value that the user must replace; for example:
IF (condition, true-value, false-value)
A title of a publication; for example:
Refer to the Cisco CRS Installation Guide
window font Window font, such as Courier, is used for the following:
Text as it appears in code or that the window displays; for example:
<html><title>Cisco Systems, Inc. </title></html>
< > Angle brackets are used to indicate the following:
For arguments where the context does not allow italic, such as ASCII output
A character string that the user enters but that does not appear on the window,
such as a password
 23

This page intentionally blank.

Getting Started 24

Getting Started

The Basics
About Unified Contact Center Management Portal
Unified Contact Center Management Portal is a browser-based contact center management
application. It provides an unified view of the equipment in your contact center equipment, and
enables you to monitor and control it using a single interface.
Unified CCMP enables you to manage the resources in your contact center (for example, agents
and skill groups).
Unified CCMP partitions the contact center resources in folders. These folders can be secured
using a sophisticated security structure that enables administrators to specify which users can
perform which actions within which folders.
Unified CCMP supplies a number of tools that enable users to monitor and modify contact center
resources:
Provisioning tools enable you to manage the contact center resources. If you are a
supervisor, you can manage and reskill the agents in your teams. If you have appropriate
permissions, you can also partition, view and edit resources, and view the provisioning
status.
Security tools enable you to create and manage users and groups, allocate role-based
permissions to users and groups, and apply folder-based permissions to the partitioned
contact center resources
Information notices enable you to display messages to users as required.

About Unified CCMP User Types

There are several types of Unified CCMP user:
A host administrator is responsible for the whole platform and has a view across all the
equipment, tenants and their resources.
A tenant administrator is responsible for the administration of part of the system, usually
the part that belongs to a single tenant.
A tenant user has access only to the resources and tools assigned to them by the tenant
administrator. Several classes of tenant user may be created by the tenant administrator
using user groups and roles to achieve their business requirements.
A basic user has limited access to the system to manage one or more agent teams.
Getting Started 25

When Unified CCMP is first installed, the host administrator configures the platform and creates
the tenant administrators. Each tenant administrator configures the tenant area and creates the
tenant users.

Host Administrator
A host administrator is responsible for:
Ensuring that the tenant equipment (peripherals) are correctly located in the tenant or shared
folders.
Creating a tenant administrator user for each tenant.
Assigning any specific roles.

Tenant Administrator
A tenant administrator is responsible for:
Creating a resource folder structure that maps onto the tenant's business.
Moving the tenant's resources into the appropriate location sin the folder structure.
Creating security groups to provide role based access to the subfolders.
Creating tenant users and assigning them to security groups that are relevant to their role.

Tenant User
A tenant user may have access to any or all of the Unified CCMP tools, depending on their role in
the contact center and the privileges they have been assigned.

Basic User
A basic user can be created by the tenant administrator or by a tenant user with sufficient
privileges. Basic users have a restricted user interface that enables them to perform functions
related to day-to-day team management only.

About Standard and Advanced Mode

Unified CCMP provides two user modes, standard mode and advanced mode.
Standard mode provides a simplified interface that enables supervisors to manage their
teams. Standard mode users can perform a limited set of agent management functions,
access information notices, and modify their own user settings. All folder groupings on the
landing page are in a collapsed state upon first signing in. There is no access to advanced
functions like resource or security management.
Advanced Mode provides a more comprehensive interface with additional functionality.
Depending on their security permissions, users may be able to:
manage resources (agent teams and skill groups)
Getting Started 26

manage security
manage folders
manage information notices
Advanced mode users can also switch between standard and advanced modes.

Keyboard Shortcuts
The following keyboard shortcuts can be used while on the home page:

l "hamburger" ( ) menu shortcut: Press the tilde or grave key [ ` ].

When selecting objects in the application, The UP and DOWN arrows can be used to navigate
objects and the SPACEBAR can be used to select the object.

Accessing The Web Application

Logging In to Unified CCMP
Accessing the System
1. In your web browser, enter the address of the server that is running Unified CCMP. This is
in the format:
https://<External URL of the Application>/portal
For example: https://example.xyz.com</portal.
2. The login page is displayed. Provide your credentials and click Sign In.
Using Local Login
On the Security Access page containing the login message, click agree to display the Login Page.
To use local login, enter your user name and password and click Login. If the login is successful,
your home page displays.
The first time you access Unified CCMP you may be prompted to accept a security certificate.
Accept this security certificate then proceed.

Notes
The password field is case sensitive. If your password is 'password1' and you type
'PASSWORD1' your login will fail. If you have difficulty logging in, make sure that you
have not accidentally pressed the Caps Lock key.
By default, you have a maximum of three attempts to log into the system. If, after three
attempts, you have not logged in correctly, your user account may be locked. If this happens,
contact the administrator responsible for re-enabling it.
Getting Started 27

Using Single Sign-On (SSO)

Depending on your user settings and security configuration, there are multiple authentications you
can use to log into Unified CCMP using Single Sign-On. The authentication modes you can use to
login to the system are set by the Enabled Login Type setting in the user manager.
Single Sign-On (SSO) is an authentication and authorization process. Authentication proves you
are the user you say that you are, and authorization verifies that you are allowed to do what you
are trying to do. A single action of user authentication and authorization can permit a user to
access all computers and systems where they have access permission, without a prompt to
resupply user credentials.

Windows
To log in using Windows, click Windows. The first time you access Unified CCMP via Windows
you may be prompted to enter your user name and password. Click Login, and if the login is
successful, your home page displays. If you have used Windows authentication previously, you
will be logged in automatically.
The administrator may have set up Unified CCMP so that it recognizes the Windows users who
are able to access it. In this case, as long as you are logged into Windows as yourself, you should
not need to login to Unified CCMP at all.

ADFS
To log in using Active Directory Federation Services (ADFS):
1. Click ADFS. The ADFS login screen displays.
2. Enter your ADFS user name and password to sign in with your organizational account. The
ADFS welcome screen displays.
3. Click OK to start using Unified CCMP.

Note
If the web page is already open when you want to login, click Logout. The system initially
displays the logout page, and then the normal login window. The login window will not
display if you used ADFS to login to Unified CCMP.
To sign in automatically in future, you need to add the Unified CCMP website to your browser's
list of local intranet sites.
Here are the instructions for doing this in some common browsers.

Chrome
Latest versions of Chrome automatically accept the Unified CCMP site if both the server and
client machines are on the same domain. Older versions of Chrome need to be started with a
version-specific command line option in order to accept the site. Please ask your network
administrator for details.
Getting Started 28

Firefox
The URL must be whitelisted (explicitly specified as allowed) using a Firefox configuration
setting.
To change this setting:
1. In the Firefox address entry box, type about:config.
2. If you see a warning that this may be harmful, accept it.
3. Type negotiate-auth into the search filter to reduce the number of settings displayed.
4. Double-click network.negotiate-auth.trusted-uris.
5. In the Enter String Value dialog box, enter the URL of the Unified CCMP website. You
can supply more than one URL in a comma-separated list if necessary. Click OK.

Microsoft Edge
Latest versions of Edge, both HTML and Chromium, automatically accept the Unified CCMP site
if both the server and client machines are on the same domain.

Automatic Logout
You are automatically logged out if:
You close your web browser window
You have not performed any action on the system for twenty minutes. This excludes the
following pages:
Resource Manager Bulk Upload Page

Note
If a user has multiple tabs or windows open, any page that is eligible for inactivity timeout will
trigger a session timeout regardless of any excluded pages that may also be in use. For best
performance, it is recommended that users utilize a single tab or window for Unified CCMP.

Note
To ensure that the excluded web pages automatically log out when left idle, you can enable the
Override Idle Timeout Exceptions setting to via ICE System Properties.

Using Online Help

To get help, click the drop-down arrow beside your user name on the menu bar, then in the Other
section, click Help to view the online help.
The online help has the following sections:
 Getting Started 29

the toolbar which runs across the top. You can use the toolbar to move between topics, print
topics, add a topic to your favorite topics and enter search text. Hover over a toolbar icon to
see what it does (you may need to click on the toolbar first).
the right hand pane which contains the help text
the left hand pane which contains tabs for search and navigation. Click on a tab to open it in
the left hand pane. The tabs are:
Contents to see and select the available help topics
Search to search for a help topics that include a specific word or phrase
Glossary to see definitions of terms used by Unified CCMP.
When you first click Help, you will see help about your current task. There are several ways see
other help topics.
You can use the Contents or Search tabs in the left hand pane to choose another topic.
You can use the Back and Forward icons on the toolbar to move backwards and forwards
between the topics you have just displayed.
You can use the Previous Topic and Next Topic icons on the toolbar to move backwards
and forwards between the topics in the contents.

The Home Page

About the Home Page
After you have logged in, your personalized home page displays. Your home page is the launch
pad for accessing the rest of the system.
If you are a standard mode user, your home page is your team management page.
If you are an advanced mode user, you will see your personalized gadgets page. You can also
access the classic Unified CCMP tools.
T h e T o p Me n u

The Menu Bar

The menu bar across the top of the screen enables you to access further functions, which may
vary depending upon the system functions you are using and the permissions granted to you:
"Hamburger" icon ( ). Click to show the tools menu. The tools you see will depend on
whether you are a standard mode user or an advanced mode user, and the permissions you
have.
Gadgets menu (advanced mode users only). Click on the drop-down arrow to see the
gadgets functions. For more information see section "Gadgets and Apps".
User menu. This is on the far right of the menu bar, and shows the name of the logged in
user. Click on your user name to
 Getting Started 30

go to your home page (the team management page for standard mode users, and the
gadgets home page for advanced users)
access help (see section "Using Online Help")
assess settings (see section "User Settings" and section "System Settings")
access build and license information (see section "About Page")
log out (see section "Logging Out").
Other options may have been provided by your system administrator.
If you are an advanced mode user, when you are on the gadgets page and have an app open, the
app name is shown on the menu bar below your user name.
S ta n d a rd Mo d e T e a mMa n a g e me n tP a g e

Standard Mode Team Management Page

If you are a standard mode user, the following functions are available your team management
page:
Agent Teams: enables you to manage your agent teams.
Re-Skilling: enables you to manage your skill groups.
You can click the "hamburger" icon ( ) at any time to access these tools directly, or return to
your home page by clicking your user name on the menu bar, and selecting Home from the drop-
down menu.
Ga d g e ts

Gadgets

Note
Gadgets are only available to advanced mode users.
Gadgets and apps are Unified CCMP system resources. They can exist anywhere in the folder
tree and can be accessed by anyone with suitable permissions.
For more information about gadgets and how to personalize your gadgets page, see section
"Gadgets and Apps".
T o o ls

Tools
If you are an advanced mode user, the following tools may be available, depending on your
security permissions:
Agent Teams enables you to view and manage your agent teams.
Reskilling enables you to view and manage skill groups.
Information Notices enables you to create and manage online notices to display information
to Unified CCMP users.
Activity Monitor enables you to view the current status of the provisioning queue and
provides basic audit reporting for provisioned resources
Getting Started 31

Users enables you to create and manage Unified CCMP users.

Groups enables you to create and manage Unified CCMP groups.
Security enables you to manage Unified CCMP users and groups and control the folders
they are allowed to access.
Roles enables you to create and manage global roles and folder roles.
Resource Manager enables you to provision and manage the entire system.
Parameter Set define the collection of resources used to generate a specific report.
You can click the "hamburger" icon ( ) at any time at any time to access these tools directly.

Note
If you think you should have access to some of these tools but cannot see them, contact your
system administrator.

Disabling Pop-up Blockers

The Unified CCMP web application may be affected by browser or third-party pop-up blocking
utilities. If you have trouble viewing the Unified CCMP web application, you may need to disable
pop-up blocking, or enable pop-ups for Unified CCMP only.
To disable pop-up blocking (in other words, to enable pop-ups):
In Internet Explorer, click Tools > Internet Options.
Select the Privacy tab.
At the bottom of the window, make sure the Block pop-ups is cleared.
Click OK.
To enable pop-ups for Unified CCMP only, use Unified CCMP normally until a message displays
at the top of the browser window telling you a pop-up has been blocked. Click on this and choose
to permanently allow pop-ups from Unified CCMP, while remaining protected against pop-ups
from other sites.

Changing Your Language

For new users, Unified CCMP recognizes supported languages from Internet Explorer. Follow the
steps of your browser's help to change your language preferences in your web browser before you
first login.
To change the language settings for a user that has already accessed the system, go to the
Settings section of the interface using the link available in the header. From there the user culture
can be selected from the list of supported languages.
Getting Started 32

The Folder Tree

About the Folder Tree
The Unified CCMP folder tree defines the hierarchical structure of tenants and resources in the
system. It is used by many of the tools. The folder tree enables users to move around the
hierarchy, to view resources, and modify items, depending on the user permissions applied to the
folder in the hierarchy.
Users with suitable privileges can:
use Resource Manager to modify the structure and contents of the folder tree (see section
"About Resource Manager")
use Security Permissions Manager to apply security settings to control access to sections of
the folder tree (see section "Security Permissions").
The following sections describe the general features of the folder tree. Unless otherwise stated,
the features are available everywhere the folder tree appears.

Note
Most users cannot access everything in the folder tree. A user can only see and modify the
folders and items allowed by their user permissions.
Usually, only host administrator users can see and modify the whole folder tree. Tenant
administrator users can typically see and modify the items that belong to their tenant. Other users
are likely to have greater restrictions.

Contents and Organization

The top of the folder tree is a root folder. This usually corresponds to the service provider.
Beneath the root folder are the customers, their resources and the users who can access them.
The following types of folder can occur below the root folder:
Search folders. These folders contain a number of predefined searches and are only visible
to users with appropriate permissions. For more information, see section "About System
Search Folders".
System folders. These folders can only occur immediately below the root folder:
Shared system folder. This is a single system folder that contains resources that may
be shared across all tenants. This folder can only be accessed by the Host
Administrator.
Unallocated system folder. This is a single system folder that contains all the
resources that are not allocated to a specific tenant or shared across all tenants. By
default, this folder can only be accessed by the Host Administrator.
Getting Started 33

Tenant folders. These folders can only occur immediately below the root folder. Each
tenant has one top-level folder. The folder contains all the resources that belong to that
tenant. Tenant folders are usually created by the Host Administrator when the system is first
configured.
Resource folders (or resource filters), containing resources of a single type. They provide
quick access to all resources of that type in a folder. Some resource types can exist at a
system level or below a tenant, but some resource types can only be associated with a
tenant. For more information see section "About Resources".
Other folders, which may in turn contain any of the folder types in this section except
system folders and tenant folders. These may occur anywhere in the hierarchy.

Note
Search folders and resource folders are only shown in the folder tree in Resource Manager. They
are not shown in the other tools.

Folder Order
At each node in the folder tree, folders are ordered as follows:
Search folders, in alphabetical order (Resource Manager only).
System folders, in alphabetical order.
Tenant folders, in alphabetical order.
Other non-resource folders, in alphabetical order.
Resource folders, in alphabetical order (Resource Manager only).

Expanding and Collapsing Nodes

Nodes in the folder tree can be expanded and collapsed.
To expand a node, click beside an unexpanded node. The node is expanded and the icon
changes to .
To collapse a node, click beside an expanded node. The node is collapsed and the icon
changes to .

Showing Child Folders

To improve performance, if there are many child folders below a parent folder, not all of them are
shown when the parent folder is expanded. The number that is shown is user configurable
(Settings > User Settings > Folder Paging Size).
If a node contains more items than the folder paging size:
Getting Started 34

If there are more items above the first item shown in an expanded folder, Page Up is shown
at the top of the contents of the expanded node. Click Page Up to scroll one page further up
the items.
If there are more items below the last item shown in an expanded folder, Page Down is
shown at the top of the contents of the expanded node. Click Page Down to scroll one page
further down the items.
Each time the user clicks Page Down or Page Up, the items below the node scroll down or up by
the folder paging size.

Selecting Multiple Folders

You can select multiple folders in the folder tree in one of the two ways:
select several individual folders by selecting each folder with CRTL + Click
select a range of consecutive folders by selecting the first one in the range using Click as
usual, and the last one in the range using SHIFT + Click.

Shortcut Menus
You can right-click on most folders in the folder tree to get a shortcut menu. The options shown on
the shortcut menu depend on the type of folder you choose. The following options may be shown:
Create Folder: Create new folder below the selected folder, if you have sufficient
permissions. The folder is created with a default name of New Node, a blank description,
and inherits the permissions of the parent folder. You cannot create a folder below the
search folder or any of the predefined searches, or below a resource folder.
Delete Folder: Delete the selected folder, if you have the permission to delete that folder.
You will be asked to confirm the deletion. You cannot delete the root folder, the search
folder, any of the predefined searches, the shared folder, the unallocated folder, or a
resource folder.
Rename Folder: Make the folder name available for editing. Any text you enter will
overwrite the existing folder name. You cannot rename the root folder, the search folder, any
of the predefined searches, the shared folder, the unallocated folder, or a resource folder.
Refresh: Refresh the folder tree at the selected node to show the latest information. If there
is an associated Items panel display, that is refreshed too.

Note
If there is no shortcut menu available for an item in the folder tree, right-click does the same
thing as left-click. In particular, right-clicking on Page Up scrolls up one page and right-clicking
on Page Down scrolls down one page.

Keyboard Shortcuts
You can use the following keyboard shortcuts in the folder tree:
Getting Started 35

LEFT ARROW: if you are on an expanded node of the folder tree, collapse the node,
otherwise move the selection one position up the folder tree.
DOWN ARROW: move the selection one position down the folder tree.
UP ARROW: move the selection one position up the folder tree.
RIGHT ARROW: if the selection is on a collapsed node of the folder tree, expand the
node. If not, move the selection one position down the folder tree.

Drag and Drop Operations

If you have suitable permissions, you can select one or more folders in the folder tree and move
them to another location in the tree using your mouse to drag and drop the selected items to a new
location. This can be done via ICE or directly in the system if necessary.
While you are dragging the folders, if it is valid to drop them at the current location, you will see a
green tick beside the folders you are dragging. If you cannot drop the folders at the current
location, you will see a red cross beside the folders you are dragging.
While you are dragging the folders, if you pause with your mouse over a folder that is currently
collapsed, it will expand so you can see the subfolders.
When the move operation starts, you will see a message saying the items in the folder are being
moved. You will see another message confirming that the move has completed. Click OK when
you see the confirmation message.

Note
When you use drag and drop to move folders and the items they contain, the usual rules for
moving items of that type apply. For example, if you move some resources from one tenant to
another, existing relationships may be broken, or existing resources deleted and new ones
recreated. See section "Purging Resources" for more details.

Note
To drag and drop folders in the folder tree, you need a global role that includes the Folder Tree
Management task. See the Security Guide for Cisco Unified Contact Center Management Portal
for more information about security and global roles.

Logging Out
To logout of Unified CCMP, click the drop-down arrow beside your user name on the menu bar,
then select Logout in the top menu.
After logging out, close your browser session to ensure that no other user can interfere with your
account. On logging out, you will also be logged out on the Identity Server.
Alternatively, you are automatically logged out of Unified CCMP when you close your the web
browser window.
 Gadgets and Apps 36

Gadgets and Apps

Ab o u tAp p s

About Apps
Apps enable businesses to quickly view the productivity and efficiency of the various interaction
channels.

Note
Apps are only available to advanced mode users. The home page of advanced mode consists of
Apps and the tools to build them.
Op e n in g a n Ap p

Opening an App
To open an existing app, or app, from your home page:
1. Click the Gadgets drop-down menu.
2. Select Open App to see a list of the available apps.
3. Locate the app you want to open by doing one of the following:
Type a name or partial name in the search box, for example, “email” to find all apps
you can see with “email” in the title, including the Email Performance and Email
Effectiveness apps. Then click Search or Enter to see a list of matching gadgets.
Click the Filter by Folder button to select a folder to see the apps in that folder.
4. Click an app to open it. The name of the app you have opened is shown on the menu bar.
When you open an app in your home page, any existing gadgets on the page are cleared and
replaced with the gadgets from the new app.
S e tin g Yo u rDe fa u ltAp p

Setting Your Default App

An app can be set as the default app, which opens automatically upon first signing in to Unified
CCMP.
To set a default app:
1. If you want to use your current gadget layout as your default app, ensure that you have
previously saved it as an app.
2. Open the app that you want to use as your default app.
 Gadgets and Apps 37

3. Click the Gadgets drop-down menu then select Set Default App. At the confirmation
screen, click Yes. This app is now your default app and is opened when you go to your home
Bu ild in g Ap p s
page.

Building Apps
Cle a rin g AllGa d g e ts

Clearing All Gadgets

Clearing all gadgets is a quick way to remove any app that is currently open on the home page,
transforming it into a blank canvas on which to a new app can be built. If the app on the home
page is saved, this action does not delete it; it remains saved and you can reopen it at any time.
To clear all gadgets:
1. Click the Gadgets drop-down menu.
2.
Ad d in g Ga d g e ts
Select Clear Gadgets. This clears your home page.

Adding Gadgets
Gadgets are the components of an app. Each gadget is configured individually and the app itself is
a framework, a saved layout of these gadgets. The Gadgets menu is used to build or edit an app by
adding, removing, and arranging the gadgets.
To add a gadget to your home page:
1. Click the Gadgets drop-down menu.
2. Select Add Gadget to see a list of the available gadgets.
3. Locate the gadget you want to open by doing one of the following:
Type a name or partial name in the search box, for example, type “resource” to find all
gadgets you can see with “resource” in the title, including the Resource Manager
gadget. Click Search or Enter to see a list of matching gadgets.
Expand the gadget group tree on the left and click a group to see the gadgets in that
group.
4. A list of matching gadgets is shown, each with an image and a description. If the list has
more than 3 items, it is paginated, and you can click a page number below the list to go to
that page. Above the list there are options to sort the list alphabetically or in order of
popularity.
5. Each gadget has a version number and you may be able to select from several versions in a
drop-down menu below the description. Use this if you require an older version of a gadget
for some compatibility reason.
6. Select the gadget you want and click the Add button to add it to your app.
 Gadgets and Apps 38

7.
Re s iz in g Ga d g e ts
Once added to the app, each type of gadget has its own options to interact with it.

Resizing Gadgets
To resize a gadget:
1. Hover your mouse over one of the lower corners of a gadget.
2. Hold the mouse button and move the mouse to drag the corner of the gadget, releasing when
the gadget has the desired dimensions. Note that the gadget snaps to a grid, so you do not
Mo v in g a n d E d itn g Ga d g e ts
have to drag it to an exact location.

Moving and Editing Gadgets

To move or edit a gadget:
1. Ensure that the gadget borders and title bars are visible. If they are currently hidden, click
the Gadgets drop-down menu and select Toggle Borders to show them.
2. To move a gadget, hover your mouse pointer over the gadget’s title bar, hold the mouse
button and move the mouse to drag the gadget, and release it when it is in the desired
position. Note that the gadget snaps to a grid, so you do not have to drag it to an exact
location.
3. To maximize a gadget, click the Maximize icon in the gadget’s toolbar. The gadget expands
to full-screen at the top of the app and any other gadgets are moved down. If you minimize
the gadget, it returns to its previous size and position.
4. To remove a gadget, click the Delete icon in the gadget’s toolbar.
5. To refresh a gadget, click the Refresh icon in the gadget’s toolbar.
6. Toggle the Accept icon and Ignore icon in the gadget’s toolbar to accept or ignore inputs
from other gadgets. For example, when a gadget is accepting inputs, the focus of the gadget
could change automatically to show a resource that the user clicked on in another gadget. If
the gadget is ignoring inputs, then its focus can only be changed from within the gadget
S a v in g a n Ap p
itself.

Saving an App
When you have created a useful gadget layout on your home page, you can save it as an app. You
can make changes to the gadget layout within an existing app, if it exists in a folder where you
have permission to manage apps.
Alternatively, you can select Save App As to create a copy of the existing gadget layout as a new
app, and then edit the gadget layout, or remove or add gadgets without effecting the original app.
 Gadgets and Apps 39

To save an updated gadget layout for an existing app:

1. Click the Gadgets drop-down menu, and select Save App.
2. Click Yes when prompted to confirm that you want to overwrite the existing app. The
current gadget layout is saved within the app and is displayed when the app is opened again.
To save a gadget layout as a new app:
1. Click the Gadgets drop-down menu, and select Save App As.
2.
De le tin g a n Ap p
Specify the Name, the Folder where you want to save it, and click Save.

Deleting an App
An app can be deleted only if it exists in a folder to which permissions to manage apps have been
provided.
To delete an app:
1. In your home page, open the app that you wish to delete.
2. Click the Gadgets drop-down menu then select Delete App.
3. You are prompted to confirm that you wish to delete the app. Click Yes. This cannot be
undone.
Settings 40

Settings

User Settings
Changing your password
To change your password:
1. Click the drop-down arrow beside your user name on the menu bar.
2. Select Change Password from the Settings section.
3. Follow the prompts to change your password. Your new password must comply with the
password requirements for your system. For more information, consult your system
administrator.

Note
If you use single sign-on to log into Unified CCMP (see section "Logging In to Unified CCMP"),
then you will not be able to change your password from within Unified CCMP.

Changing your other user settings

To change your other user settings:
1. Click the drop-down arrow beside your user name on the menu bar.
2. Select User Settings from the Settings section.
3. You can change the following user settings:
First Name. Your preferred first name.
Last Name. Your preferred last name.
Email Address. The email address for emails from Unified CCMP.
Description. A description of yourself or your role.
Timezone. Your local timezone. Select from the drop-down list.
Culture. Your local language. Select from the drop-down list.
User Home Folder. The folder you work in by default. Click the folder icon to change
your home folder. This must be a folder on which you have security permissions.
Advanced Mode. (Advanced mode users only). Whether you are using the standard or
advanced mode user interface. In advanced mode your home page shows your
Settings 41

personalized gadget layout, which you can configure and customize with the gadgets of
your choice to help you carry out the tasks you do regularly. In standard mode your
home page shows your team management page.
Show Deleted Resources. (Advanced mode users only) Whether deleted resources
are shown. Select to view all deleted resources you have permission to see. Otherwise
you will only see active and pending items.
Show Default Parameter Sets. Select to view all available parameter sets of the
correct type when you are viewing a report. This setting is not used by Unified CCMP.
You will have the option of three default parameter sets:
All In Folder: enables you to run report on all items in the user location folder.
All In Folder And Sub Folder: enables you to run reports on all items in the
user location folder and it's sub folders.
All In Tenant: enables you to run reports on all items in the user tenant folder
and it's sub folders.
Data Paging Size. The number of selected items to be displayed per page, for
example, in the central Items panel of Resource Manager. We recommend a maximum
data paging size of 100.
Folder Paging Size. The number of folders to be displayed at one time in an expanded
node of the folder tree. Low numbers reduce the time taken to generate and display the
folder tree.
4. Make your changes then click Save to save your settings.

System Settings
About System Settings
A user with sufficient permissions can change various system, provisioning and login settings.

Changing the System Settings

To change the system settings:
1. Click the drop-down arrow beside your user name on the menu bar.
2. Select System Settings from the Settings section.
3. Select the tab that corresponds to the type of setting you want to change:
select Provisioning to change the provisioning settings (see "Provisioning Settings" on
page 42)
select Security to change the security settings (see "Security Settings" on page 42)
Settings 42

select System to change the login settings (see "Login Settings" on page 43)
4. Make your changes then click Save to save your settings.

Provisioning Settings
You can change the following provisioning settings:
Agent State Trace Enabled. Whether the State Trace check box on the agent Advanced
tab can be selected. When state trace is enabled for an agent, Unified CCE will capture
details of every state transition made by the agent. This places an additional load on Unified
CCE, so would not normally be selected.

Security Settings
You can change the following security settings:
New Folder Inheritance Default. Whether Inherit Permissions is selected by default
when a new folder is created.
Password Format. The required format for the password entered by a user. The options are:
Custom. A custom string defined by a regular expression. This is for system
administrators only, and requires a knowledge of regular expressions.
Low Security. Any string between the minimum password length of 1 and the
maximum password length of 80.
Medium Security. Any string between the minimum password length of 8 and
maximum password length of 80.
Medium/High Security. Any string between the minimum password length of 8 and
maximum password length of 80, containing at least one lowercase value, one
uppercase value and one numeric value.
High Security. Any string between the minimum password length of 8 and maximum
password length of 80, containing at least one lowercase value, one uppercase value
and one numeric value, and at least one of the following special characters: @ # $ % ^
&+=!

Note
Not all the settings below apply to all password formats, but where a setting is available for
a password format, it is independent of the password format. For example, you may specify
that the password follows the Medium Security format, and that the minimum password
length is 6 (instead of the default value of 8). If you later change the password format to
High Security, the previously-set minimum password length of 6 will still apply to the new
password format, unless you change it again.
Password Expression. A regular expression defining the required password format. Only
shown when the selected Password Format is Custom.
Settings 43

Minimum Password Length. The lowest number of characters the system will accept as
valid for a password. Only shown when the selected Password Format is one of Medium
Security, Medium/High Security or High Security. For all formats, the minimum length a
password can be set to is 1 character.
Maximum Password Length. The highest number of characters the system will accept as
valid for a password. Only shown when the selected Password Format is one of Medium
Security, Medium/High Security or High Security. For all formats, the maximum length a
password can be set to between 1 and 5000 characters.
Minimum Password Age (days). The number of days a user must wait between password
changes.
Password Expiry (days). The number of days before the user is asked to change their
password.
Password Expiry Warning (days). The number of days before the password expiry warning
is displayed to auser.
Number of previous passwords to check. The number of previous passwords the user
cannot reuse when choosing a new password.
Login attempts before lockout. The number of times the user can enter the wrong
password before being locked out of the system.
User Folder Default Role. The default folder role that a new user is given on the user
folder when the Create a New Folder for This User option is selected during user
creation. This is a drop-down containing a list of the folder roles available in the system (for
more information see section "Roles"). Note that you will still need to give the user the
correct global roles so that they can actually use these permissions (for more information see
section "Global Roles").
User Folder Suffix. (Optional) The suffix which, when added to a user's name, becomes the
name of the personal folder created when the Create a new folder for this user option is
checked during user creation. This is disabled when using single sign-on.
Groups to create when removing inheritance. The groups that are automatically created
when a folder becomes a policy root, and the roles and global roles that they will be assigned
within that folder and its child folders. You can select a group and assign it a role and global
role, or clear the group, so that is not created automatically when a policy root folder is
created. If you clear the check box for all the specified groups, no groups will be created
automatically. See section "Inheritance and Policy Root Folders" for more information on
policy roots.

Login Settings
You can change the following login settings:
Product Name. The name of the application. This is the name that is shown at the left of the
top menu.
Settings 44

Set for language. The language for which you are modifying the login settings. Select the
language from the drop-down or select (Default Entry) to define the messages displayed for
users of other languages. You can edit the following settings for each language.
Login Message. The message displayed to a user before the user logs into the system.
You can use a plain text message or insert your own HTML tags to apply formatting.
You can remove the message entirely by leaving this field blank.
Message Agreement Link (Login Message). The text to display on the button that the
user clicks to proceed from the login message (if displayed) to the login page. This text
should be no longer than 40 characters.
Post Login Message. The message displayed to a user after the user has logged into
the system. You can use a plain text message or insert your own HTML tags to apply
formatting. You can remove the message entirely by leaving this field blank.
Message Agreement Link (Post Login Message). The text to display on the button
that the user clicks to proceed from the post login message (if displayed) to the
application. This text should be no longer than 40 characters.

Notes
When you have defined the messages for a language, click Save to save the settings for
that language, before selecting another language from the Set for language drop-down.
Otherwise your settings for that language will be lost.
Ideally, the login and post login messages should not exceed six lines (about 500
characters) in the default 8 point font or three lines in 14 point font.
The login and post login messages have a maximum limit of 2000 characters. This
includes the HTML tags embedded in the plain text.
When the system is first installed, the login message is set to a default message. This
is pre-translated for the supported languages. For all other languages, the default login
message is in English, although you may change it if you wish.
When the system is first installed, the post login message is not set.

Custom Links
About Custom Links
You can add custom links to the user menu to provide quick access to useful applications and web
pages.

Note
Custom links are system-wide and will be visible to all tenants.
Settings 45

Adding a Custom Link

To add a new custom link:
1. Click the drop-down arrow beside your user name on the menu bar.
2. Select Custom Links from the Settings section.
3. Enter the following:
Name: The text to be shown for the link
Link: The link URL. The box will go green if the link is valid. If the link is not valid, a
warning displays.
4. Click Add. The new link is added to the Existing editable menu-items list.
5. When you have finished adding custom links, click Submit to save your changes.

Editing a Custom Link

To edit an existing custom link:
1. Click the drop-down arrow beside your user name on the title bar.
2. Select Custom Links from the Settings section.
3. Existing links are shown in the Existing editable menu-items list. Hover over the link you
want to edit to see the Edit icon ( ) and the Delete ( ) icon for that link.
4. Click Edit and change the link details.
5. Click the OK icon ( ) to save your changes, or the Cancel icon ( ) to leave the
link unchanged.
6. When you have finished, click Submit to save your changes.

About Page
Viewing the Product Version
To view the product version:
1. Click the drop-down arrow beside your user name on the menu bar.
2. Select About from the Other section. The product version is shown.
Agent Re-Skilling 46

Agent Re-Skilling

About the Agent Re-Skilling Tool

The Agent Re-Skilling tool enables you to view and edit agent skill group memberships.

Note
Unified CCMP limits the number of skill groups to which an agent can belong, to avoid affecting
performance.

Configuring a Unified CCMP User to Access the

Re-Skilling Tool
In order to use the Agent Re-Skilling tool to the agents in an agent team you will need to be a
Unified CCMP user linked to a an ICM Person with an Agent who is marked as a supervisor, and
is a member of the supervisor group for the tenant they require reskilling to. The user will then be
able to see skill groups that are available under the current security context.
To create an Unified CCMP user that can manage an agent team:
1. Ensure that the agent team exists and that a supervisor agent has been defined.
2. Sign in to Unified CCMP using an Administrator account.
3. Open Resource Manager and go to the folder containing the supervisor agent.
4. Open the supervisor agent and choose the Person tab.
5. Click Edit Person (green arrow).
6. Go to the Portal tab.
7. Select the Portal Account (this will display None if no user is mapped).
8. Select Create User to create a new user account, or select an existing user.
9. Specify User Name and Password for the new Unified CCMP user.
10. In the group membership screen select the Basic User and Supervisor groups for default
permissions at the required location.
11. Click Save to create the Unified CCMP user.
This Unified CCMP user will now be able to use the Agent Re-Skilling tool to re-skill the agents
in their agent team or teams.
Agent Re-Skilling 47

Opening the Agent Re-Skilling Tool

To open the Agent Re-Skilling tool:
1. Click the "hamburger" icon ( ) in the menu bar, to show the tools menu.
2. Select Provisioning > Agent Re-Skilling.

Viewing a Skill Group

To see a Skill Groups you need to be a Unified CCMP user linked to a an ICM Person with an
Agent who is marked as a supervisor and is a member of the supervisors group for the tenant they
require reskilling to. You will then be able to see skill groups that are available under the current
security context.
To see a skill group, in the Agent Re-Skilling tool, click on the Skillgroup drop-down box and
select the skill group you wish to work with. A list of the agents associated with the skill group
will be shown below the box. A complete list of all the agents who can be associated with the
skill group (those who are on the same peripheral as the skill group) is shown below that.
The agent list shows each agent’s name, their status (such as Ready or Pending Active), and the
date from which they are active in the system (an Active From Date in the future indicates an
agent who has not yet started work). Clicking on the Edit icon ( ) enables you to edit the
agent.

Adding an Agent to a Skill Group

To add an agent to a skill group:
1. In the Agent Re-Skilling tool, select a skill group for the agent or agents to belong to.
2. Select agents to belong to the skill group using the check boxes. Use the Selected Path drop-
down to see agents in other folders.
3. You can type part of an agent’s name into the search box, and then click Search to filter the
list of agents by the specified search string.
4. Click Add to associate the agents with this skill group
5. Click Save to save your changes.
Agent Re-Skilling 48

Removing an Agent from a Skill Group

To remove an agent from a skill group:
1. In the Agent Re-Skilling tool, select a skill group to remove an agent or agents from.
2. In the top list, select the agents to remove from the skill group using the check boxes.
3. You can type part of an agent’s name into the search box, and then click Search to filter the
list of agents by the specified search string.
4. Click Remove to remove the agents from this skill group.
5. Click Save to save your changes, or Cancel to leave the details as they were before you
started.
Agent Team Manager 49

Agent Team Manager

About the Agent Team Manager Tool

The Agent Team Manager tool enables supervisor agents to manage the Persons and Agents in
their Agent Teams.
Each Agent must be associated with a Person, which represents an actual physical person who
performs customer contact duties. A Person may be associated with more than one Agent. For
example a person who alternates between two teams on different peripherals would need to be
associated with two Agents, one on each peripheral. So John Smith, who uses voice equipment
and email equipment will need:
a person record for his details
an associated agent record for his voice equipment
an associated agent record for his email equipment.

Configuring an Unified CCMP User to Access the

Agent Team Manager Tool
In order to use the Agent Team Manager tool to manage an agent team, the Unified CCMP user
must be associated with an agent who is a primary or secondary supervisor of the agent team.
To create an Unified CCMP user that can manage an agent team:
1. Ensure that the agent team exists and that a supervisor agent has been defined.
2. Sign in to Unified CCMP using an Administrator account.
3. Open Resource Manager and go to the folder containing the supervisor agent.
4. Open the supervisor agent and choose the Person tab.
5. Click Edit Person (green arrow).
6. Go to the Portal tab.
7. Select the Portal Account (this will display None if no user is mapped).
8. Select Create User to create a new user account, or select an existing user.
9. Specify User Name and Password for the new Unified CCMP user.
10. In the group membership screen select the Basic User and Supervisor groups for default
permissions at the required location.
Agent Team Manager 50

11. Click Save to create the Unified CCMP user.

This Unified CCMP user will now be able to use the Agent Team Manager tool to manage their
agent team or teams.

Opening the Agent Team Manager Tool

To open the Agent Team Manager tool:
1. Click the "hamburger" icon ( ) in the menu bar, to show the tools menu.
2. Select Provisioning > Agent Team Manager.

Viewing an Agent Team

To see an agent team, in the Agent Team Manager tool, click on the My Agent Team drop-down
box and select the team you wish to work with. A list of the agents in the team will be shown
below the box.
The agent list shows each agent's name, their status within the system (such as Ready or Pending
Active), and the date from which they have been active in the system (an Active From Date in
the future indicates an agent who has not yet started work). There is also an agent details icon (
) that allows you to view and edit agent details, and a copy icon ( ) that allows you to
create a copy of an agent, for example, if you wish to add to your team a new agent who has
exactly the same skills as an existing agent. Keep in mind that when copying an agent, the details
of the agent are copied but the roles are not; for example, if a supervisor agent is copied, the
details of the agent are copied, but the supervisor role must be assigned.

Viewing or Editing Agents

To view or edit an agent:
1. In the Agent Team Manager tool, select an agent team from the drop-down list.
2. Click on the agent details icon. The Edit the current Agent page will open, showing you the
agent's details.
3. Make any changes to the agent. Selecting a different tab (such as Supervisor or Agent
Teams) will show a different set of fields. You can always go back to previous tabs.
4. Click Save to save your changes or Cancel to leave the agent's details as they were before
you started editing.
Agent Team Manager 51

Note
You are unlikely to need to use the Advanced tab unless you are changing start or finish dates for
an agent.
To set an agent's starting or leaving date:
1. In the Agent Team Manager tool, select an agent team from the drop-down list.
2. Click on the agent icon for the agent you wish to edit. The Edit the current Agent page will
open, showing you the agent's details.
3. To set or change an agent's starting date (Active From Date) or finishing date (Active To
Date), select the Advanced tab. You can only change the Active From Date if it is in the
future – otherwise it is dimmed. To change the Active To Date, first make sure the Forever
check box is not ticked.
4. To change a date, you can:
either use the UP and DOWN arrow keys to adjust the date and time in the date/time
box
or click on the calendar icon beside the Active From Date or Active To Date field. A
calendar pop-up appears.
To change the year, click on the drop-down arrow to select the year you want.
To change the month, either click on the drop-down arrow to select the month you
want, or click on Prev or Next to go backwards or forwards one month at a time.
Select the day of the month.
5. Use the UP and DOWN arrow keys to set the time on the selected date on which the agent
is starting or finishing (for example, 17:00:00 for someone leaving at the end of business
hours).
6. Click Save to save your changes or Cancel to leave the agent's details as they were before
you started.

Changing an Agent’s Team

To change an agent's team:
1. In the Agent Team Manager tool, select the agent team to which the agent belongs from the
drop-down list.
2. Click on the agent details icon (not the copy icon beside it) of the agent you want to edit. The
Edit The Current Agent page opens, showing you the agent's details.
3. Click on the Agent Teams tab. The agent's current team membership is shown.
Agent Team Manager 52

4. Select the check box for the agent team and click Remove.
5. You may optionally select a team from the list below and click Add to add the agent to that
team. You can add the agent either as a member of that team by checking the Member box,
or as a primary or secondary supervisor if they are a supervisor agent.
6. Click Save.

Adding a New Agent

To add a new agent:

Note
All agents must be associated with a person. If a person record for the new agent does not
already exist on the system, you can create one as part of adding the new agent.
1. In the Agent Team Manager tool, click New Agent menu option. The Create a New Agent
page displays.
2. Fill in the fields for each tab. All mandatory fields are marked with a red asterisk. These
fields are on the Details tab. Save will not be enabled until all the required fields have been
filled in.
3. On the Details tab:
Fill in the Agent's Name (such as BOates or Beth_Oates).
Give a Description of the agent (such as a job title).
Select a Peripheral to create the agent on (this will usually be the same peripheral that
you use).
Choose whether to associate the agent with an existing Person, or to create a new one.
A Person can have more than one agent identity if all those agents are created on
different peripherals
Select Existing Person: Select a person from the drop-down list, or search for a
specific person by typing a part of their name in the Search box. The new agent
will use the details specified in that Person’s Peripheral Login box to log on to
their Agent Desktop.
Create New Person: Enter the first name and last (or family) name for the
person, and fill in the details they will use to login to the peripheral. The person
will be automatically created and associated with the agent.
Agent Team Manager 53

Note
Multiple Agents may be associated with a single Person, if all Agents involved are on different
peripherals
4. In the Supervisor tab:
If the agent is to be a supervisor, check the Supervisor check box.
If the Supervisor box is checked, the agent must be associated with a Domain Account
(the account they will use to log into a computer on the contact center network). Type
in part of the account name, click Find and then select the correct account.
To browse through other supervisors or users, the supervisor must have Browse
Domain Accounts checked in the global role.

Note
You cannot set up a domain account from Unified CCMP. Contact your IT department if you are
uncertain of the domain account to use.
5. In the Agent Teams tab:
Select an agent team for the agent to belong to. Agents may only be a member of a
single team, but a supervisor can supervise multiple teams. Use the Selected Path drop-
down to see agent teams in other folders.
Click Add to associate the team with this agent.
Check the Member box to make the agent a member of the team. Supervisors can
supervise a team without being a member.
If the agent is a supervisor, select a primary or secondary supervisory role for any team
they are to supervise. They may or may not also be a member of this team.
6. In the Skill Groups tab:
Select skill groups for the agent to belong to. Use the Selected Path drop-down to
change folders.
Click Add to add the agent to the selected skill groups.
7. In the Advanced tab:

Note
You will probably only edit these settings to set an agent's start or finish date.
Enterprise Name is the name the agent is known as within Unified CCMP
Agent Extension is the internal extension number for the agent
Agent Team Manager 54

Agent Desktop enables you to specify the agent's desk settings (also called the Desk
Setting)
Check State Trace if you wish to let the system track the agent’s state, such as
whether they are logged off or talking
Active From Date is the box to set the agent's starting time and date (you may enter
the date manually in day/month/year format, or select a date from the calendar)
Active To Date is the box to set the agent's leaving date.
8. Check the Create Another check box to create another agent whose settings are identical to
this agent's except for their name and login details
9. Click Save to create the agent, or Cancel to cancel agent creation and return to your home
page.

Adding a New Person

To add a new person:
1. In the Agent Team Manager tool, click Create Person option.
2. All mandatory fields are marked with a red asterisk. These fields are on the Details tab.
Save will not be enabled until all the required fields have been filled in
3. In the Details tab:
Person's First Name (such as Janet or John)
Person's Last Name or family name (such as Smith or Black)
Description of the Person (such as a job title)
Login Name they should use to log onto the Peripheral
Password they should use to log onto the Peripheral.
4. In the Portal tab:
Select the None option to present the Portal Account interface. When prompted select
the Create User option to add a new Unified CCMP user mapped to this Person.
Fill in the Login Name they should use to log onto Unified CCMP.
Fill in the Password they should use to log onto Unified CCMP, and confirm it.
Passwords may be required to be of a certain length, or to contain lower case letters,
upper case letters and numbers. If you have difficulty supplying a valid password,
contact your system administrator.
You may optionally add the user to any security groups you yourself are a member of,
such as your company's Supervisors group if they will need to manage teams.
Agent Team Manager 55

5. On the Advanced tab:

Use Active From Date box to set the person's starting time and date (you may enter
the date manually in day/month/year format, or select a date from the calendar).
Use Active To Date box to set the person's leaving date.
6. Check the Create Another check box to create another person after saving the current one.
7. Click Save to create the person.
Information Notices 56

Information Notices

About Information Notices

Information notices (also sometimes called system notices) are similar to a notice board or
Message of the Day feature. Information notices are a useful way to inform all contact center staff
of general information in one action and in one location, rather than having to inform each staff
member individually. Notices may typically include changes to agent assignments or important
customer information.
Once you have logged in, if there are any current information notices that apply to you, you will
see the Information Notice icon ( ) beside your user name in the menu bar.

Viewing Current Information Notices

To view an information notice:
1. Click the icon beside your user name in the menu bar to see a list of information notices,
and then click the notice you want to read.
2. Once you have finished reading the notice, click Back.

Note
The information notices panel only shows current notices. Notices which have expired (with a
Valid To date in the past) or pending (with a Valid From date in the future) are not shown.

Advanced Mode Options

About Advanced Mode Options
Advanced mode users are able to create and edit information notices as well as view the current
information notices.

Opening the Information Notices Tool

To open the Information Notices tool:
1. Click the "hamburger" icon ( ) in the menu bar, to show the tools menu.
2. Select Information Notices.
Information Notices 57

Creating an Information Notice

To create an information notice:
1. In the Information Notices tool, click New. The New System Notice page displays.
2. Select the folder containing the users who need to see the new notice. The folder name will
be displayed at the top of the page. Then perform the following:
In the Subject field enter a title for the notice.
In the Content field enter the text. You can use a plain text message or insert your
own HTML tags to apply formatting.
In the Valid From and Valid To fields, enter start and end dates to refine the lifetime
of the notice, by clicking on the calendar icons and selecting the appropriate months
and days.
Select Create Another to create another notice after this one is created.
3. Click Save.

Viewing Information Notices

When you select the Information Notices tool, the initial view shows a list of all information
notices. This list includes all information notices, including expired information notices (with a
Valid To date in the past) and pending information notices (with a Valid From date in the future).

Editing an Information Notice

To edit an information notice:
1. Select the Information Notices tool and in the list of information notices, click the name of
the notice to be modified. The notice displays.
2. Click Edit. The Edit Information Notices page displays.
3. Make the required modifications to the notice in the fields provided.
4. Click Save to save your changes.

Deleting an Information Notice

To delete one or more information notices from the list of information notices:
1. In the Information Notices tool, check the boxes by the notices you want to delete, and then
click Delete.
To delete an information notice you are editing, select the Delete menu option.

Moving an Information Notice

To move an information notice:
Information Notices 58

1. In the Information Notices tool, check the box or boxes of the notice or notices to be moved
from the list of information notices. Click the Move button. The folder tree displays.
2. Select the folder to move the notice to and click Save.
Activity Monitor 59

Activity Monitor

About the Activity Monitor

Note
The Activity Monitor is only available to advanced mode users.
The Activity Monitor enables you to view the current status of the provisioning queue and provides
basic audit reporting for provisioned resources.
The Activity Monitor is licensed separately and may not be available on your system.

Opening the Activity Monitor

To open the Activity Monitor:
1. Click the "hamburger" icon ( ) in the menu bar, to show the tools menu.
2. Select Provisioning > Activity Monitor.

Provisioning Queue Tab

Resource Displays
The Provisioning Queue tab provides two status monitors, showing a summary of provisioning
information for:
Resources I Control: the provisioning status of the remote resources that you are authorized
to view or edit.
All Resources: the provisioning status of all remote resources below the root folder, to help
understand the state of the entire system.
The status monitors show real-time data that is updated every 20 seconds. Each status monitor
shows:
Errors: the number of resources that are currently in an error state. In the status display for
Resources I Control, you can click on this number to view the details of the errors.
Synchronising: the number of resources that are currently in the pending active state or
awaiting deletion state. In the status display for Resources I Control, you can click on this
number to view the details of these resources.
Activity Monitor 60

A performance indicator: the overall system performance recently. This is to the right of
the provisioning information and is one of the following symbols:
: the number of items in the provisioning queue is decreasing

: the number of items in the provisioning queue remains approximately constant

: the number of items in the provisioning queue is increasing.
The provisioning activity graph: a graph showing the state of the provisioning queue at 20
second intervals over the last 15 minutes. At each time interval the items in the queue are
color-coded as follows:
Green: this represents the number of items at the time of sampling that have been in
the provisioning queue for less than the time specified by the Provisioning Warn
Threshold
Orange: this represents the number of items at the time of sampling that have been in
the provisioning queue for more than the time specified by the Provisioning Warn
Threshold but less than the time specified by the Provisioning Max Threshold
Red: this represents the number of items that have been in the provisioning queue for
more than the time specified by the Provisioning Max Threshold.

Note
The Provisioning Warn Threshold and Provisioning Max Threshold values are configurable using
the ICE System Properties tool (see the Administration Guide for Cisco Unified Contact Center
Management Portal, section System Properties Manager). The default values are:
Provisioning Warn Threshold: 5 minutes
Provisioning Max Threshold: 10 minutes.

Error and Provisioning Details

Click on the number of error or provisioning resources in the Resources I Control status display to
see a list of resources in that state, and the details about each operation. Some of the fields in the
list are hyperlinks, so you can click on these to get more information about the item. You can also
click on some of the column headers to sort the items in the list by the values in that column.
The fields that are available are:

Field Meaning Hyperlink? Sortable?

Date/Time The date and time the event occurred, in the No Yes
time zone of the current user.
Item Type The type of resource affected by the event. No No
Name The name of the resource affected by the Yes Yes
event.
Activity Monitor 61

Field Meaning Hyperlink? Sortable?

Path The location of the item in the folder No Yes
hierarchy.
Related Item Name The name of the related resource associated Yes Yes
with this event, if applicable.
Related Item Path The location of the related item in the folder No Yes
hierarchy, if applicable.
Last Modified by The login name of user that last modified the No Yes
item.
Status The status of the event. No Yes
Internal Error (for Error A description of the error that occurred. No Yes
Resources only)

Audit Detail Tab

The Audit Detail tab shows an audit history report for provisioned resources.
The following filters are available to restrict the number of items shown in the report:
Path: Click on the drop-down arrow to choose the folder path for the resources you are
interested in. The default folder path is your root folder.
Include Subfolders: Select the check box to include items in subfolders in the audit history
report.
Item Type: Click the drop-down arrow to see the available item types, then select the
required items from the list. By default, no item types are selected.
Date from: Select the date and time of the oldest events to display. The default value is
midnight, one week ago.
Date to: Select the date and time of the newest events to display. The default value is today
and now.
Event Outcome: Select the event outcome or outcomes you want to view. The default is to
view events with both success and failure outcomes.
When you have selected your filters, click View to see the audit details. Some of the fields in the
list are hyperlinks, so you can click on these to get more information about the item. You can also
click on some of the column headers to sort the items in the list by the values in that column.
The fields that are shown are:
Activity Monitor 62

Field Meaning Hyperlink? Sortable?

Date/Time The date and time the event occurred, in the current No Yes
user’s time zone.
Event The event details. No No
Description
Item Type The type of item affected by the event. No No
Name The name of the resource affected by the event. Yes Yes
Path The location of the resource in the folder hierarchy. No Yes
Related Item The name of the related resource associated with this Yes Yes
Name event, if applicable.
Related Item The location of the related resource in the hierarchy, if No Yes
Path applicable.
Related Item The type of the related resource. No No
Type
Equipment The equipment the item is located on. No Yes
User The login name of the user that initiated the event. No Yes
Event Outcome The result of the event (success or failure) No Yes
Resource Manager 63

Resource Manager

Introduction
About Resource Manager

Note
Resource Manager is only available to advanced mode users.
Resource Manager creates resource folders and resources and allows the user to partition the
resources in a hierarchical structure. This is achieved by the use of a Folder Tree panel located at
the left hand side of the tool. The user may view the subfolders of specific folders by selecting
them. Users with sufficient security permissions can access and manage the entire contents of the
system via Resource Manager interface. The Unified CCMP web application lets you remotely
configure and administer key aspects of your Unified CCE system including:
agents, agent teams, skill groups and desktop settings
dialed numbers and call types.

Note
You cannot use Resource Manager to manage security in Unified CCMP. To manage security,
see the Security Guide for Cisco Unified Contact Center Management Portal.
To start Resource Manager:
1. Click the "hamburger" icon ( ) in the menu bar, to show the tools menu.
2. Select Provisioning > Resource Manager.

Resource Manager User Interface

Overview
Resource Manager consists of the following panels:
The standard toolbar, the breadcrumb trail (which shows the path by which the user
accessed the current page) and the Information Management panels are displayed at the top
of the browser.
The Folder Tree panel displays on the left of the browser. It shows a hierarchical structure
of all the resources the user is allowed to see based on their security permissions. There is a
Resource Manager 64

minimize bar containing two small arrowheads located on the right hand edge of the Folder
Tree panel. Click on this bar to close the Folder Tree panel and give more screen space if
the Folder Tree panel is not required.
The Items panel displays in the middle of the browser. It shows the items contained in the
currently selected folder. There is a minimize bar containing two small arrowheads located
on the right hand edge of this panel. Click on this bar to give more screen space if the Items
panel is not required.
The Details panel displays on the right hand side of the browser. This panel displays the
details of the most recent resource item selected in the Items panel. If you have sufficient
security permissions, you can edit these details.

Folder Tree Panel

For general information about the folder tree see section "The Folder Tree".
In Resource Manager, the Folder Tree panel also contains these buttons:
System: enables you to create new system resource items
Resource: enables you to create new remote resource items
Upload: enables you to perform bulk uploads (for more information, see section "About Bulk
Upload").

Caution!
Ensure that no folder contains more than 1000 of any one type of resource. For example, a folder
can contain 900 Agent resources and 900 Agent Desktop resources, but should not contain 1800
Agent resources.

Items Panel

Description
When you select an item in the Folder Tree panel, the Items panel displays the contents of that
folder. Depending on what you have selected in the Folder Tree panel, the Items panel may show
a list view, or a summary view.
If the selected item is a resource folder, the Items panel is a list view. The list view show a
list of each of the items of that resource type in the resource folder. Each item has a check
box beside it to allow it to be selected for a move or delete operation. Click on the item itself
to display the item details in the Details panel.
If the selected item is any other sort of folder, the Items panel is a summary view. The
summary view shows a summary list of each of the resource types in that folder, and the
number of each resource type. When you click on a resource type in the summary list, the
Items panel displays a list view containing each of the items of that resource type in the
resource folder.
Resource Manager 65

Note
In Unified CCMP 9.1 and later, the summary view in the Items panel does not have a separate
summary list item for tenants. Tenants are included in the folders summary item.

List View Buttons

The Items panel (list view) contains the following buttons:
Move: enables you to move selected items in the list view to another location.
Delete: enables you to delete selected items from the database.
Merge: enables you to merge selected items into a single item (for more information, see
section "About Merging").

List View Pages

To improve performance, if there are many items to show in the Items panel list view, they will be
shown in pages. You can use the page numbers or the arrows at the bottom left of the Items panel
to move through the pages.

Note
You can change the number of items shown in each page of the Items panel, list view, using
Settings > User Settings > Data Paging Size.

List View Display Options

To filter the list of items, type part of a resource name into the search box, and then click Search
to show just the resource items that match that text.
To toggle the display names between the user-entered names and the enterprise names click the
Display icon ( ).

Details Panel

Description
Use the Details panel to view or change the details and associations of the resource item that is
currently selected in the Items panel (list view).
The Details panel contains a tabbed dialog, where each tab represents an operation to be
performed. For a description of the tabs that are common to several resources, see section
"Common Details Panel Tabs".
Resource Manager 66

Anchoring Resources
When you select a tab in the Details panel, and then change the selected item in the center Items
panel (list view), the view is anchored by the Details panel so that the same tab will be viewed for
the new item.
The reverse is also true: if you select an associated resource that is shown in the Details panel
(for example, a Skill Group would be an associated resource shown for an Agent), the type of
resources shown in the Items panel (list view) will also change.

Common Details Panel Tabs

The following sections describe the contents of some tabs that are common to several resource
types.

Details Tab
The details tab is a form which contains a series of fields for information that belong to the
resource, such as Name in the case of an Agent. Each field may be either mandatory, optional or
read-only (that is, Unified CCMP fills it in automatically). Each field has a help text item to guide
the user on its use and an indication as to whether it is mandatory or not.

Associations Tabs
Depending on the type of resource there may be one or more association tabs that allow the user
to associate other resources with this resource. For example, if a Skill Group has been selected
then there will be an Agents tab to allow the user to specify which agents are to be associated
with this skill group.

Tip
The associations can usually be modified from either side of the association. For example, to add
an Agent to a Skill Group you can either select the skill group and use the agents tab or select the
agent and use the skill groups tab.
Each association tab has two sub-panels, one above the other. The top sub-panel shows the
resource items that are already associated with this resource, the bottom sub-panel shows the
available resources that may be added. The contents of this available items sub-panel is filtered by
the logged in user's security permissions and any other pertinent business rule. For example, if
adding Agents to a Skill Group then the sub-panel will only show those agents who are on the
same peripheral as the skill group.
The user can move resource items between the bottom and top panes to make and break
associations as required.
To improve performance, if there are many items to show, they will be shown in pages. You can
use the page numbers or the arrows at the bottom left of the panel to move through the pages.
Resource Manager 67

Note
You can change the number of items shown in each page using Settings > User Settings > Data
Paging Size.

Advanced Tab
Depending on the type of resource there may also be an advanced tab. This shows information that
is normally set by the system but may be overridden by the user.

History Tab

Note
This tab is only shown for remote resources, and only after they have been created in Unified
CCMP. It is not shown for a system resource, or when a remote resource is first created.
The history tab shows audit information for the resource.
Where an event involves another resource, for example adding an agent to a skill group, the
resource is linked to in the description. If a drop-down arrow is shown beneath an event, you can
click on it for more information (such as the user who performed the event). A Request event
indicates a change made using Unified CCMP's user interface; an Execution event indicates that
the requested changes were successfully made on Unified CCE. Success or failure of the event is
shown by a green tick or red cross.
If the audit history for a resource is long, you can use the Edit Filter link to show only certain
events, such as unsuccessful change attempts.

Custom Data Tab

Some remote resources have a custom data tab, which enables you to specify your own key fields
and corresponding values for these keys.
Each resource can have a maximum of ten custom data keys.
If a resource has several custom data keys, you can type a key value into the key text box to
quickly show that key and the corresponding key value.
An example of how custom data can be used is:
to hold emergency contact numbers that the system can be configured to notify if the service
level drops below a certain threshold.
Resource Manager 68

Folders
About Folders
Unified CCMP uses folders to allow the user to partition resources in a hierarchical structure.
For more information about the folder tree and how to use it, see section "The Folder Tree".
You can use Resource Manager to create, edit, rename, move and delete folders.

Note
As of version 11.0, folder names cannot include special characters, for example: (, ), ', ", and so
on. If you are upgrading a system from a version prior to 11.0(1), be sure to remove any special
characters from the names of the folders that are present in the system prior to upgrading.

Creating a Folder
Specifying the Folder Properties
To create a folder and specify all the folder properties:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the new folder.
2. In the Folder Tree panel, click System, and then click Folder.
3. In the Name field enter a name for the new folder.
4. In the Description field enter any explanatory text for the folder, if required.
5. If required, clear the Inherit Permissions check box to turn this folder into a policy root that
does not inherit security permissions from its parent folder.
6. Select the Create Another check box if you wish to create further folders at the same point
in the tree structure.
7. Click Save to save the new folder in the tree.

Using the Default Values for Folder Properties

To create a folder, using the default values for folder properties:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the new folder.
2. Create the folder in one of the following ways:
Right click at the position where you want to create the new folder and select Create
Folder.
Resource Manager 69

3. A new folder is created with the following default values:

Name: New followed by a unique number
Description: no value (left blank)
Permission: inherit permissions from the parent.
4. Enter a new name to replace the default name if required.

Notes
To change the security permissions for the folder, you need to use the Role Manager tool. For
more information, see section "Roles".

Renaming a Folder
You can rename a folder in one of the following ways:
In Resource Manager, right-click on the folder in the Folder Tree panel and select Rename
Folder.

Tip
You can use either of these methods to rename tenants as well as folders.

Moving a Folder
To move a folder:

Using Drag and Drop

1. In Resource Manager, in the Folder Tree panel, select the folder or folders you want to
move (to learn how to select multiple folders, see section "Selecting Multiple Folders").
2. Drag and drop the selected folders to the new location (for more information about drag and
drop, see section "Drag and Drop Operations").

Using the Move Button

1. In Resource Manager, in the Folder Tree panel, select the folder that contains the folder or
folders you want to move. The Items panel displays a list of the resource types contained in
that folder.
2. In the Items panel click on Folders The Items panel changes to a list view showing the
folders in this location.
3. Check the box or boxes of the folder or folders to be moved.
4. Click the Move button.
5. The Move the Current Items page will be displayed, showing the folder tree.
Resource Manager 70

6. In the folder tree, select the location to move the folder or folders to.
7. Click Save.

Note
If the folder is moved to a different tenant then any remote resources it contains will be marked
as deleted and recreated under the new tenant. For more information about the effects of this, see
section "More About Moving Resources".

Deleting a Folder

Note
If the folder to be deleted contains resources, you must move them to another location before you
can delete the folder. This includes deleted resources, which can be shown by selecting Settings
> User Settings > Show Deleted Resources.
To delete a folder:

Using the Folder Tree

1. In Resource Manager, in the Folder Tree panel, select the folder or folders you want to
delete (to learn how to select multiple folders, see section "Selecting Multiple Folders").
2. In the Folder Tree panel, right-click to see the shortcut menu, and select Delete Folder.
3. In the Delete Folder dialog, select OK. The selected folders and any subfolders will be
deleted.

Using the Delete Button

1. In Resource Manager, in the Folder Tree panel, select the folder that contains the folder or
folders you want to delete. The Items panel displays a list of the resource types contained in
that folder.
2. In the Items panel click Folders. The Items panel changes to a list view showing the folders
in this location.
3. Check the box or boxes of the folder or folders to be deleted.
4. Click Delete.
5. In the Delete folder dialog, select OK. The selected folders and any subfolders will be
deleted.
Resource Manager 71

Notes
You may receive the message “WARNING: This folder [/path] has a direct mapping to the
remote equipment…”. Deleting the folder will result in a change to the importer’s logic
surrounding the placement of new resources. Please ask an administrator or refer to the
Administration Guide for Cisco Unified Contact Center Management Portal, section Equipment
Mapped Folders.
The folder may contain resources that are not visible to you. If so, you will be prompted to find
an administrator to move these resources elsewhere.

Bulk Uploading Folders

In addition to creating folders one at a time, you can also bulk load folders previously output to a
CSV (comma separated values) file. For more information see section "About Bulk Upload".

Tenants and Prefix Rules

About Tenants and Tenant Mappings
Tenants
A tenant represents a real world organization which has been configured as a customer definition
in Unified CCE. For each customer definition created in Unified CCE (a remote tenant), a
corresponding tenant can be created in Unified CCMP. Just as Unified CCE enforces telephony
isolation between tenants, visibility and management of tenants is controlled within Unified
CCMP via the security model.
The isolation of each tenant within Unified CCMP means that a tenant folder does not inherit the
permissions and properties of the Root folder. Each tenant folder has an individual set of security
permissions and user groups. While users who are members of the customer organization that the
tenant represents will need access to view and manage resources within a tenant, only system
wide or host administrators should be given access to manage the tenants themselves.

Note
Tenants cannot be created or deleted in Unified CCMP. They are set up using the Integrated
Configuration Environment (ICE) Cluster Configuration tool. See the Installation and
Configuration Guide for Cisco Unified Contact Center Management Portal for more details.

Prefix Rules
A prefix rule is a rule which is used by Unified CCMP to move remote resources to a specific
folder based on a naming convention or taxonomy. Prefix rules are matched against the Internal
Name (Enterprise Name) of an item.
Resource Manager 72

When remote resources such as Agents, Call Types and Dialed Numbers are first imported into
Unified CCMP they are placed in a default location based on the following rules:
If Unified CCMP can determine the tenant which owns the item from information stored in
Unified CCE then the item will be placed in the root of the owning tenant.
If Unified CCMP cannot determine the tenant which owns the item from information stored
within Unified CCE then the item will be placed in the corresponding ‘equipment’ folder
under the Unallocated folder. The Unallocated folder contains an equipment folder for each
Unified CCE which is configured for use with Unified CCMP.
Prefix rules automate the movement of remote resources which are imported into Unified CCMP
from Unified CCE. They reduce the administrative overhead of manually moving items, which can
be significant for large systems with complex folder structures.
The movement of items according to prefix rules is carried out by a scheduled process which runs
overnight.
You can manually move a resource that matches a prefix rule to another location. If you do this,
the resource will remain in the new location unless the new location is a sub-folder of the
/Unallocated folder. In that case, the resource will be moved back to the location defined by the
rule the next time the prefix management process runs, unless the rule is disabled or deleted.

Equipment Mappings
Equipment mappings define the relationships between the contact center equipment and the
Unified CCMP tenants and folders. Items created on the contact center equipment are imported
into Unified CCMP to the mapped tenants and folders, and items created in Unified CCMP are
provisioned to the mapped remote equipment.
The equipment mappings are read-only in the Unified CCMP Web Application. They have been
set up in the Unified CCMP Integrated Configuration Environment (ICE) cluster configuration.
For more information on equipment mapping, refer to the Installation and Configuration Guide for
Cisco Unified Contact Center Management Portal.

Creating a Prefix Rule

To create a prefix rule for a tenant do the following:
1. In Resource Manager, in the Folder Tree panel, select the folder containing the tenant for
which you want to create a prefix rule. The Items panel displays a list of the resource types
contained in the folder.
2. Select Folder (at this level tenants are just another type of folder). The Items panel changes
to a list view showing each of the folders and tenants at this location.
3. Click on the tenant. The tenant details are displayed in the Details panel.
4. Click the Prefixes tab. Any existing prefix rules associated with the selected tenant are
displayed in a grid.
Resource Manager 73

5. Click Add New Row ( ) to add a prefix rule.

6. Fill in the fields as follows:
Prefix: enter the prefix to match against the internal name (enterprise name) of each
resource. Use ‘%’ to match zero or more occurrences of any character. The prefix
must be unique for the resource type.
By default, prefix rules are not case sensitive, unless case sensitivity was enforced in
the database management system when Unified CCMP was installed.

Example
The prefix ‘%.SAL.ENG.%.ag’ will match:
BOS.SAL.ENG.JohnSmith.ag
CHI.SAL.ENG.SamirPatel.ag
bos.sal.eng.JohnSmith.ag (unless case sensitivity was enforced on installation).
It will not match:
BOS.SAL.SPA.JohnSmith.ag
BOSSAL.ENG.JohnPatel.ag
Type: select the remote resource type the rule applies to.
Priority: enter a numerical value between 0 and 9999 to define the priority for this
rule. The priority must be unique for the resource type. If a resource matches more
than one prefix rule, the rule with the numerically lowest priority value will take
precedence.

Example
If there are two prefix rules for agents
%.SAL.ENG.%.ag (with a priority value of 0)
%.%.ENG.%.ag (with a priority value of 9)
the agent BOS.SAL.ENG.JohnSmith.ag will match both, but the first rule will be
applied because a priority value of 0 takes precedence over a priority value of 9.
Enabled: select to enable the prefix rule, clear to disable the prefix rule.
Path: click to show the folder tree, then select the destination folder where resources
that match this rule will be placed on import.
7. Click Submit to create the prefix rule.

Editing a Prefix Rule

To edit a prefix rule for a tenant do the following:
Resource Manager 74

1. In Resource Manager, in the Folder Tree panel, select the folder containing the tenant with
the prefix rule you want to edit. The Items panel displays a list of the resources contained in
the folder.
2. Select Folder (at this level tenants are just another type of folder). The Items panel changes
to a list view showing each of the folders and tenants at this location.
3. Click on the tenant you want to edit. The tenant details are displayed in the Details panel.
4. Click the Prefixes tab. Any existing prefixes associated with the selected tenant display in a
table.
5. Click on a prefix to select it.
6. Click Edit selected row ( ) at the bottom of the table to edit the selected prefix rule.
7. Amend the required field(s).
8. Click Submit to finish editing the rule.

Viewing a Prefix Rule

To view a prefix rule for a tenant do the following:
1. In Resource Manager, in the Folder Tree panel, select the folder containing the tenant with
the prefix rule you want to view. The Items panel displays a list of the resources contained
in the folder.
2. Select Folder (at this level tenants are just another type of folder). The Items panel changes
to a list view showing each of the folders and tenants at this location.
3. Click on the tenant you want to edit. The tenant details are displayed in the Details panel.
4. Click the Prefixes tab. Any existing prefixes associated with the selected tenant display in a
table.
5. Click on a prefix to select it.
6. Click View selected row ( ) at the bottom of the table to view the selected prefix rule.
7. If there is more than one prefix rule for the tenant, you can use the < and > symbols at the
bottom left corner of the dialog box to view the other prefix rules.
8. Click Close to finish viewing the rule.

Deleting a Prefix Rule

To delete a prefix rule for a tenant do the following:
1. In Resource Manager, in the Folder Tree panel, select the folder containing the tenant with
the prefix rule you want to delete. The Items panel displays a list of the resources contained
in the folder.
Resource Manager 75

2. Select Folder (at this level tenants are just another type of folder). The Items panel changes
to a list view showing each of the folders and tenants in this location.
3. Click on the tenant you want to edit. The tenant details are displayed in the Details panel.
4. Click the Prefixes tab. Any existing prefixes associated with the selected tenant display in a
table.
5. Click on a prefix to select it.
6. Click Delete Selected Row ( ) at the bottom of the table to delete the selected prefix
rule.
7. Click Delete to confirm the deletion of the rule.

More About Tenants and Prefix Rules

Prefixes and Multi-tenanted Environments
When more than one tenant shares the same Unified CCE environment, resources may be shared
between them. The host administrator must ensure that different prefix rules are used for each
tenant that shares the same Unified CCE environment.
If a resource matches prefix rules on more than one tenant on the same Unified CCE equipment,
the tenant that is ordered first alphabetically within Unified CCMP will ‘own’ that shared
resource and the movement of that resource. Rules configured for subsequent tenants on the same
equipment will not be applied.
If resources are moved between different tenants on the same Unified CCE equipment, any prefix
rules that applied to the resource on the original tenant will not apply until the resource is moved
back to the previous tenant or the Unallocated folder. This is because a prefix rule only applies
within the scope of the tenant for which it is defined and the Unallocated folder.

Viewing Equipment Mapping

To view the equipment mapping set up for a tenant do the following:
1. In Resource Manager, in the Folder Tree panel, select the folder containing the tenant with
the equipment mapping you want to view. The Items panel displays a list of the resources
contained in the folder.
2. Select Folder (at this level tenants are just another type of folder). The Items panel changes
to a list view showing each of the folders and tenants at this location.
3. Click on the tenant you want to view. The tenant details are displayed in the Details panel.
4. Click the Equipment tab. Any existing equipment mappings associated with the selected
tenant will be displayed.
The equipment mappings are read-only in the Unified CCMP Web Application.
Resource Manager 76

For more information on equipment mapping, refer to the Installation and Configuration Guide for
Cisco Unified Contact Center Management Portal.

Resources
About Resources
Resource Types
Resources are the items in the contact center system which can be viewed and updated using
Unified CCMP.
There are two types of resource, remote resources and system resources.
Remote resources (sometimes called dimensions) are the resources that exist on the remote
contact center equipment. Some remote resources can be created or edited in Unified CCMP
and provisioned onto the remote equipment. Other remote resources can be viewed in
Unified CCMP but cannot be created, edited or provisioned from Unified CCMP. All remote
resources must be associated with a specific tenant. Agents, skill groups, dialed numbers,
bucket intervals and route partitions are examples of remote resources. Agents, skill groups,
and dialed numbers are provisionable remote resources. Bucket intervals and route partitions
are non-provisionable.
System resources (sometimes called Unified CCMP resources) are the resources that are
local to Unified CCMP and are created and managed by Unified CCMP. They are not
provisioned onto the remote contact center equipment. System resources may be associated
with a tenant but they do not need to be. Users, groups and folders are examples of system
resources.

System Resources
You can create and manage the following types of system resource:
Folder: A placeholders in the system for related information. For more information
see section "About Folders".
Group: A set of Unified CCMP users who share the same security permissions. For more
information see section "Groups".
Information Notice: The ‘Message Of The Day’ facility.
User: The contact center members who are permitted to access Unified CCMP. For more
information see section "Users".

Remote Resources
You can create and manage the following types of remote resource:
Resource Manager 77

Agent: A person who handles customer contacts. For more information see section "About
Agents and Supervisor Agents".
Agent Desktop: A set of permissions or settings for a particular agent, such as how much
time is allocated to wrap up a call and what outbound calls can be made. For more
information see section "About Agent Desktops ".
Agent Team: A group of agents, managed by one or more supervisors. For more information
see section "About Agent Teams".
Attribute: User-defined information that can be associated with an agent. It defines the
agent’s knowledge or experience in a particular area and the level of that knowledge or
experience. For more information see section "About Precision Attributes"
Call Type: A category of incoming routable task. The call type determines the routing script
that is run for the call. For more information see section "About Call Types".
Department: A a way of grouping related resources according to user-defined business
needs. For more information, see section "About Departments".
Device Profile: A telephone template that a user can use to retain their specific phone
configuration across a number of different physical phones. For more information see section
"About Device Profiles".
Dialed Number: The number dialed by the caller. This helps to determine the call type. For
more information see section "About Dialed Numbers".
Directory Number: The line connected to an IP Phone. For more information see section
"About Directory Numbers".
Enterprise Skill Group: A logical grouping of skill groups. These may be from different
media routing domains. For more information see section "About Enterprise Skill Groups".
Expanded Call Variable: A variable used to pass information about calls. For more
information see section "About Expanded Call Variables".
IP Phone: An IP device with a single line used by an agent to make and receive calls. For
more information see section "About IP Phones".
IVR Application: A voice XML (VXML) application that runs on a CVP IVR app server
and is used to control call routing. For more information see section "About IVR Apps".
Label: A string that is passed to a routing client for each network target. For more
information see section "About Labels".
Media File: A .wav file that is used by IVR to play back prompts and messages to callers.
For more information see section "About Media Files".
Network VRU Script: A script used by the voice response unit to play a message to the
caller. For more information see section "About Network VRU Scripts".
Peripheral: A connected system such as an ACD switch that routes customer phone calls to
contact center staff. For more information see section "About Peripherals".
Resource Manager 78

Note
You cannot provision a peripheral through Unified CCMP, you can only change its
associated user.
Person: The representation of a physical person on the system. A person can be a user
and/or one or more agents. For more information see section "About Persons".
Precision Queue: A mechanism to define how to route calls to agents depending on the
agents’ proficiency attributes and availability. Precision queues can be referenced in routing
scripts to define how calls are routed. For more information see section "About Precision
Queues"
Service: A Unified CCE Service, with associated Skill Groups and Peripherals. For more
information see section "About Services".
Skill Group: A collection of agents with the same skills and assigned to a single media
routing domain. For more information see section "About Skill Groups".
User Variable: A named object that holds a value - often used in routing scripts. For more
information see section "About User Variables".
You can view the details of other remote resources that are provisioned through Unified CCE,
such as media routing domains or scripts, but you cannot edit these.

Note
If your Unified CCMP deployment is connected to an HCS 500, 1000 or 4000 Agent Unified
CCE configuration, then the predefined capacity limits of that deployment type will be enforced
by Unified CCMP. An error message is displayed if you request a change that exceeds one of
these capacity limits, for example, if you try to add a precision queue attribute to an agent that
already has the maximum number of attribute memberships. You can see the capacity limits that
are enforced by the application using the ICE System Properties tool, under the Capacity
Properties tab (for more details about the ICE System Properties tool, see the Administration
Guide for Cisco Unified Contact Center Management Portal).

Resource States
Each provisionable remote resource in Unified CCMP can be in one of five states that indicate its
stage in the resource life cycle.
Resource Manager 79

Figure 7.1 Resource Lifecycle States

Pending Active
When a resource is successfully created or changed using the Unified CCMP web application, its
state is set to Pending Active (sometimes shortened to just Pending). This indicates that while it
has been provisioned successfully within Unified CCMP, it has not yet been fully provisioned on
the remote system. A resource can be deleted while it is in this state.

Note
A resource can be successfully provisioned in Unified CCMP even if it cannot be provisioned on
the remote system. In this case it will remain in the Pending Active state.

Ready
When a resource has been successfully provisioned in Unified CCMP and pushed to the remote
system its state will be set to Ready. A resource will normally remain in this state until it is
deleted.

Error
Where Unified CCMP is unable to provision the resource on the remote system, it will enter the
Error state. You can attempt to fix this either by editing the item, in which case its state will
become Pending Active again, or you can delete it, in which case it will be set to Awaiting
Resource Manager 80

Deletion (also known as Delete Pending).

Awaiting Deletion
When you delete a resource through the Unified CCMP web application (or when Unified CCMP
automatically deletes a resource that has reached its Active to date) it enters the Awaiting
Deletion state, which means that it has been successfully marked as deleted within Unified
CCMP but has not yet been deleted from the remote system.

Deleted
Once the resource has been successfully deleted from on the remote system it enters the state
Deleted. Resources are never actually deleted from Unified CCMP, only set to the state Deleted,
as their histories are kept for audit reporting purposes.

Creating a Resource
To create a new resource:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the new resource.
To create a system resource item, click on System, and then select the type of
resource you want to create from the drop-down list.
To create a remote resource, click on Resource, and then select the type of resource
you want to create from the drop-down list.
2. A new page will be displayed. The contents of this page depend on the resource that is being
created. Fill in the details and press Save to confirm or Back to cancel the operation.
3. You will be returned to Resource Manager and the new resource item will appear in the
resource item list in the Items panel.
For more information about resource properties, see the detailed description for each resource. For
system resources see section "System Resources" and for remote resources see section "Remote
Resources".

Note
System resources can be created anywhere in the folder tree, except below the Search Folders
node, but remote resources must be created below a tenant.

Viewing and Editing Resources

Viewing and Editing Resources Using the Summary View in the Items Panel
You can view the resources of a particular resource type in a folder by selecting the resource type
from the Items panel, summary view, as follows:
Resource Manager 81

1. In Resource Manager, in the Folder Tree panel, click on the folder that contains the
resources you want to view. The Items panel displays a summary view, showing a list of the
resource types contained in the folder. If the Items panel was minimized then it will
automatically be opened to display the summary view.
2. In the Items panel, click on the resource type you want to view. The Items panel changes to
a list view showing a list of the resources of that type in this location.
3. To view the details for an individual resource, in the Items Panel, click on the resource you
want to view .The resource details are displayed in the Details panel.
4. If you want to edit the resource, make the required changes and click Save.

Viewing and Editing Resources Using a Resource Filter in the Folder Tree
You can also view the resources of a particular resource type in a folder by selecting the resource
type filter from the Folder Tree panel, as follows:
1. In Resource Manager, in the Folder Tree panel, go to the folder that contains the resources
that you want to view, and click on the resource filter for the type of resource you want to
view. The Items panel displays a list view showing the resources of that type at that
location. If the Items panel was minimized then it will automatically be opened to display the
list view.
2. To view the details for an individual resource, in the Items panel, click on the resource you
want to view .The resource details are displayed in the Details panel.
3. If you want to edit the resource, make the required changes and click Save.

Selecting Resources
There are two ways to select resources from a list view in the Items panel, depending on the
action you want to take next.
To select one or more resources to move or delete, select the check boxes to the left of the
resource.
To view or edit the properties of a single resource, click on the name of the resource.
The properties of the resource will be shown in the Details panel.
For more details about the properties of a specific resource type, see the description for that
resource. The location of the relevant information is listed in section "System Resources" for
system resources and section "Remote Resources" for remote resources.

Viewing Resource Status

To see the current status of a resource:
Resource Manager 82

1. View the resource details (see section "Viewing and Editing Resources"). The resource
status is shown as an icon at the bottom of the details panel. This is green if the resource is
Ready, orange if the resource is Pending Active and red if the resource is in the Error state.
You may also see information about the status of related resources and memberships.
2. If required, click the status icon to see the status dialog box, showing more information about
the status of the resource and of any related resources or memberships. The status dialog box
may also contain a Purge button if the resource is in the Error state or appears to be stuck in
the Pending Active state. You can click this to purge a stuck resource (see section "Purging
Resources").

Note
Status information is only available for provisionable remote resources (for example, agents, skill
groups, precision queues). It is not available for Unified CCMP resources (for example, folders,
users, groups) or for remote resources that cannot be provisioned using Unified CCMP (for
example, media routing domains or scripts, or resources on systems where provisioning is not
supported).

Moving Resources
1. In Resource Manager, in the Folder Tree panel, select the location that contains the
resource or resources you want to move.
2. If you selected a resource filter from the Folder Tree panel then the Items panel shows a list
view showing the resources of that type at that location.
3. If you selected any other folder from the Folder Tree panel, the Items panel shows a
summary view, showing the resource types at that location. In this case, click on a resource
type to see the list of resources of that type.
4. Check the box or boxes of the resource or resources to be moved.
5. Click the Move button.
6. The Move the Current Items page will be displayed, showing the folder tree.
7. In the folder tree, select the location to move the item or items to.
8. Click Save to begin the move operation.
9. A confirmation message is displayed. You will be returned to the main Resource Manager
page automatically after 5 seconds, or you can click OK to return to the main Resource
Manager page immediately.

Note
To move a resource, you need the appropriate permissions to manage the resource type, and to
access the source and destination folders. The resource inherits the security defined for the new
location.
Resource Manager 83

When a remote resource is moved to a different tenant, the resource is marked as deleted at its
old location and recreated under the new tenant. For more information about the effects of this,
see section "More About Moving Resources".

Deleting Resources
To delete one or more resources items:
1. In Resource Manager, in the Folder Tree panel, select the location that contains the
resource or resources you want to delete.
2. If you selected a resource filter from the Folder Tree panel then the Items panel shows a list
view showing the resources of that type at that location.
3. If you selected any other folder from the Folder Tree panel, the Items panel shows a
summary view, showing the resource types at that location. In this case, click on a resource
type to see the list of resources of that type.
4. Check the box or boxes of the resource or resources to be deleted.
5. Click the Delete toolbar button and a confirmation dialog will be displayed.
6. Click OK button to start the delete operation.
For more information about the effect of deleting a specific resource type, see the description for
each resource. For system resources see section "System Resources" and for remote resources
see section "Remote Resources".

Purging Resources
If a remote resource has been in the Pending Active state for a long time or is in the Error state
(see section "Resource States"), you can click Purge in the Status dialog (see section "Viewing
Resource Status") to delete the resource and break any relationships with other resources. The
resource will be re-imported into Unified CCMP on the next import cycle.

More About Moving Resources

This section contains additional information for users who need to understand more about moving
resources.

Note
For detailed information about moving resources, see the information about equipment mappings
in the Administration Guide for Cisco Unified Contact Center Management Portal

Moving a Resource to a Different Tenant

When a resource is moved out of a tenant, the resource is no longer owned by that tenant. The
original resource is deleted and a new resource is recreated at the new location. The user is asked
whether related audit data should be moved with the resource, or remain with the deleted
Resource Manager 84

resource.
No changes are performed on the remote equipment during this change.

Moving Remote Resources Owned by Remote Tenants

In Unified CCE the following types of resource can belong to a Remote Tenant:
Dialed Number
Call Type
Label
Network VRU Script
Scheduled Target
Routing Script
Unified CCMP automatically manages which resources belong to which Remote Tenant according
to where they are located in the folder tree. A resource which is located anywhere under a
Remote Tenant mapped folder is associated with and belongs to that Remote Tenant.
If a resource is moved out of a Remote Tenant folder then the user is prompted for confirmation.
If the user continues, the resource is disassociated from the Remote Tenant on the Unified CCE,
and deleted and recreated at the new location. The user is asked whether related audit data should
be moved with the resource, or remain with the deleted resource.
When a resource is moved into a Remote Tenant mapped folder, an association to that Remote
Tenant is created on the Unified CCE.
If the resource is referenced by a customer-specific Unified CCE script or has a membership to
any other items which have a Remote Tenant mapping then it cannot be moved to another Remote
Tenant. For example, you cannot move a label out of a folder which has a Remote Tenant
mapping if the label is referenced by a script which has a Remote Tenant association. To move
the label, first remove it from the script or make the script visible to all customers using the
Unified CCE Script Editor.
Provisioning of Scheduled Targets is not supported, so any move which requires a change of
Remote Tenant will not be allowed. Likewise if a Routing Script move results in a change of
Remote Tenant ownership and Script Provisioning is disabled in Cluster Configuration, the move
operation will be aborted.
Resources owned by Remote Tenants that do not have a folder mapping will not have their
Remote Tenant ownership changed unless they are moved under a folder with a Remote Tenant
mapping.
Resource Manager 85

Moving Resources Using AW tools

If the ownership of a resource is changed outside Unified CCMP, by using the Admin Workstation
(AW) and changing the Customer Definition ID, the change will be imported into Unified CCMP
on the next import cycle.
This change will disable the resource at the old location and create a new instance of the resource
under the new tenant.
The old resource instance will retain its historical audit data. Any new audit data since the change
of ownership will be associated with the new resource instance.

Bulk Upload of Resources

About Bulk Upload
The Bulk Upload Tool
The bulk upload tool is used for importing large numbers of resource items into Unified CCMP. It
is used to generate resources such as Agents or Skill Groups by filling in resource attributes using
the standard CSV format.
All CSV files require headers that dictate where each value goes. These headers are provided by
templates that can be downloaded from the appropriate Bulk Upload page in Unified CCMP.

Resources That Can Be Bulk Uploaded

You can bulk upload the following resources:
Agents
Agent desktops
Agent teams
Precision attribute
Call Types
Departments
Dialed Numbers
Enterprise Skill Groups
Folders
Labels
Network VRU Scripts
Persons
Resource Manager 86

Precision Queues
Skill Groups
Users
User Variables

Editing CSV files

You can use Notepad or any other text-based editor to edit CSV files for use with bulk upload.
Excel also offers support for CSV files so you can edit these in a familiar environment while
maintaining the integrity of the CSV format.

Note
Editing CSV files in Excel can cause missing commas.

Using the Bulk Upload Tool

Starting a Bulk Upload
To use the bulk upload tool:
1. Open the Resource Manager page.
2. Select the required folder.
3. Click on Upload in the Folder Tree panel and then select the item type you want to bulk
upload from the drop-down list. The Bulk Upload Control page displays.
4. Select a template for your chosen resource. The template link is present in the horizontal
toolbar near the top of the page. Once selected, a download box is presented allowing you to
save this CSV file onto your machine.
5. Open the template in the editor you require (such as Notepad) and begin to enter your data or
paste it from another source.
6. Return to the Bulk Upload Control page and make sure the path is set correctly.

Note
This path will only be used if you have removed the Path column in the CSV file. This option is
not available for folders.
7. Browse to the CSV file you have just entered the data into.
8. Click Upload.
A progress bar at the bottom of the screen displays the upload progress.
Resource Manager 87

Caution!
Do not upload more than 500 items per CSV file.

Bulk Upload Errors

If something goes wrong during the bulk upload, you may want to pause the upload and check why
an item failed. For more information about possible reasons for bulk upload failures, see section
"Reasons for Upload Failure".
If the upload tool encounters a problem that affects all rows and not just the current one, an alert
box appears that describes the problem’s description and returns you to the Bulk Upload Control
page.
Once every row has been processed, a pop-up toaster message appears to inform you of how
many rows failed and how many passed. Please note this dialog does not give you the result of
provisioning these items onto the host system, only the result of uploading the items into Unified
CCMP.

Reasons for Upload Failure

The table below details some reasons why an upload might fail.

Exception Reason
Type
No Capacity The capacity limit has been reached.
Left
Enterprise The enterprise name already exists.
Name
Already
Exists
Login Name The peripheral login name already exists.
Already
Exists
SQL SQL error during upload, usually due to bad data.
Exception
Argument An attribute contains a bad value. This usually occurs when you have an empty
Exception string in the Path column when attempting to upload items which cannot be
contained in the Root folder.
Security You do not have security permissions to upload to the folder.
Exception
Resource Manager 88

Exception Reason
Type
Format Invalid data in a column.
Exception
No Identity Identity not available.
Available

Bulk Upload Data Types

Bulk upload uses the following data types:
SNC means Standard Naming Convention. This is alphanumeric data with no exclamation
marks or hyphens, although underscores (_) are permitted.
BOOLEAN means one of the following values:
TRUE
FALSE
Empty field. Leaving these fields empty defaults the field to FALSE.
Y/N is similar to Boolean however it can only contain the values Y or N.
Date format is the universal date format <Year>-<Month>-<Day> for example 2006-08-30.
CSS means a valid CSS (Cascading Style Sheet) style definition, for example color:black;
background-color: #e08000
CSS Styled List
Any Data Type marked with a hyphen (-) means that there are no constraints on what you
can put in the field (except for the constraints imposed by the native CSV format).
Where a column supports a list of values (for example, an agent may belong to multiple skill
groups) separate each skill group with a semi-colon (;) character, for example Skillgroup1;
Skillgroup2; Skillgroup3.

Note
Make sure that the value you specify for each field is a valid value for that data type. The upload
will fail with an error if any values are invalid.

Global Bulk Upload Columns

These columns are common to every bulk upload template file except where stated.
The Required? column in the tables below indicates whether the column must be present.
Resource Manager 89

Column Data Required? Description

Name Type
Path Path No Describes where in the tree the resource will be created. If
you want to supply the path in the bulk upload screen, you
must remove this column. Use the forward slash ("/") as a
delimiter when specifying folders. For example, use / to
specify the root folder, /MyTenant to specify a tenant folder
and /MyTenant/MyFolder to specify a tenant subfolder.
Note. If you leave the column present and do not set a value,
bulk upload will attempt to upload into the Root directory,
which is valid for items such as folders, but not for resources
such as Agent or Skill Group. Removing the column
completely will upload the resources into the folder you were
working in when you initiated the bulk upload.
Name SNC Yes The name of the resource in Unified CCMP. This must be a
unique name. In most cases, this will not be provisioned.
Description - No Describes the dimension being created. This is never
provisioned.
EnterpriseName SNC No The name for the resource being created. This field is
provisioned and cannot be omitted. If you leave it blank an
Enterprise name is generated for you.
EffectiveFrom Date No The date from which the resource is active. The default is the
current date.
Note. This date is not localized, and will be treated as a UTC
date.
EffectiveTo Date No The date on which the resource becomes inactive. The
default is forever.
Note. This date is not localized, and will be treated as a UTC
date.

Bulk Upload Agent Template

This table shows the columns required when bulk loading Agents.
Columns that are common to many resources are described in section "Global Bulk Upload
Columns".
Settings > Provisioning Settings > Agent State Trace
Resource Manager 90

Column Name Data Required? Description

Type
DepartmentMember Enterprise No The department that this item belongs to.
Name This field is only valid if the tenant is
associated with a Unified CCE instance
running Unified CCE version 10.5 or later.
Otherwise, an error will be reported if this
field is present.
DefaultSkillGroup Enterprise No The default skill group to be used when the
Name skill group routing is not available. This
skill group will be automatically included in
the SkillGroupMember field if it is not
already present.
PeripheralNumber Numeric Yes The service number as known at the
peripheral. Autogenerated if not supplied.
PeripheralName SNC No The name identifying the agent on the
associated peripheral.
Supervisor Boolean No Indicates whether the agent is a supervisor.
This will not create an Unified CCMP user,
as this is a future feature, however it
enables you to bind this agent to a domain
login name.
AgentStateTrace Boolean No Indicates whether the software collects
agent state trace data for the agent.
Note. This field can only be set if the Agent
State Trace provisioning setting has been
selected (Settings > Provisioning Settings
> Agent State Trace). The bulk load for the
record will fail otherwise.
DomainUserName NETBIOS If Agent is The username of the domain user this
Username a supervisor Agent is associated with. In the above
Domain Login example, this would be
simply <username>
PeripheralMember Enterprise Yes The Peripheral to assign this Agent to.
Name
AgentDesktopMember Enterprise No The Desktop this Agent will use.
Name
PersonMember Login Yes The Person that this Agent represents.
Name
Resource Manager 91

Column Name Data Required? Description

Type
AgentTeamMember Enterprise No The team this agent belongs to. The team
Name must be on the same Peripheral otherwise
provisioning will fail. This column may also
be subject to capacity limitations. For
example, there may only be so many agents
allowed in a team and that team has
already reached its capacity.
SkillGroupMember Enterprise No The skill group or skill groups this agent
Name belongs to. The skill groups must be on the
same Peripheral otherwise provisioning will
fail. To specify multiple skill groups,
separate each skill group with a semi-colon
(;) character.
PrecisionAttributeMember Enterprise No The attributes that this agent has and the
Name and values of each. Assign values using "=" and
values separate multiple attributes with a semi-
colon (;). For example, Spanish=5;
MortgageTraining=True for an agent with a
proficiency of 5 in Spanish and who is
trained in mortgages.
EnabledAssistServiceTypes Numerical No Indicates which agent assist service is
enabled and which service types are used is
allowed or required to enter wrap-up data
after an incoming call in a comma
separated format.
1: Agent Answers
2: Call Transcript

Bulk Upload Agent Desktop Template

This table shows the columns required when bulk loading Agent Desktops.
Columns that are common to many resources are described in section "Global Bulk Upload
Columns".
Resource Manager 92

Column Name Data Required? Description

Type
DepartmentMember Enterprise No The department that this item belongs to.
Name This field is only valid if the tenant is
associated with a Unified CCE instance
running Unified CCE version 10.5 or later.
Otherwise, an error will be reported if
this field is present.
WrapupDataIncomingMode Numeric No Indicates whether the agent is allowed or
required to enter wrap-up data after an
incoming call.
0: Required
1: Optional
2: Not allowed
3: Required with Wrap up Data
If value is blank, defaults to 1.
WrapupDataOutgoingMode Numeric No Indicates whether the agent is allowed or
required to enter wrap-up data after an
outgoing call.
0: Required
1: Optional
2: Not allowed
If value is blank, defaults to 1.
WorkModeTimer Numeric No The amount of time in seconds (1-7200)
allocated to an agent to wrap up the call.
If not supplied, defaults to 7200.
RemoteAgentType Numeric No Indicates how mobile agents are handled.
0: No remote access
1: Use call by call routing
2: Use nailed connection
3: Agent chooses routing at login
If value is blank, defaults to 0.
PlayZipTone Boolean No Indicates whether zip tones are enabled to
play upon a call being delivered to the
agent if Auto Answer is enabled.
ACDSharedLineUsage Boolean No Indicates whether the agent is able to
participate in a shared line experience.

Bulk Upload Agent Team Template

This table shows the columns required when bulk loading Agent Teams.
Resource Manager 93

Columns that are common to many resources are described in section "Global Bulk Upload
Columns".

Column Name Data Required? Description

Type
DepartmentMember Enterprise No The department that this item belongs to. This field
Name is only valid if the tenant is associated with a
Unified CCE instance running Unified CCE version
10.5 or later. Otherwise, an error will be reported if
this field is present.
PeripheralMember Enterprise Yes The peripheral to assign this Agent Team to.
Name
DialedNumberMember Enterprise No The dialed number to use for this Agent Team.
Name

Bulk Upload Call Type Template

This table shows the columns required when bulk loading Call Types.
Columns that are common to many resources are described in section "Global Bulk Upload
Columns".

Column Name Data Required? Description

Type
DepartmentMember Enterprise No The department that this item belongs to. This
Name field is only valid if the tenant is associated with
a Unified CCE instance running Unified CCE
version 10.5 or later. Otherwise, an error will be
reported if this field is present.
ServiceLevelType Numeric No Indicates how the system software calculates
the service level for the skill group. If this field
is 0, Unified CCE uses the default for the
associated Peripheral/MRD pair.
Valid numbers are as follows:
0 or blank: Use Default
1: Ignore Abandoned Calls
2: Abandoned Call Has Negative Impact
3:Abandoned Call Has Positive Impact.
Resource Manager 94

Column Name Data Required? Description

Type
ServiceLevelThreshold Numeric No The service level threshold, in seconds, for the
service level. If this field is negative, the value
of the Service Level is used. Threshold field in
the Peripheral table is used. If keep the field
blank then set to 'Use global setting.' If 0 is
entered, then it is set to 'None.' If a value other
than 0 is entered, then it is set to 'Use Specified.'
CcaiConfigParameter SNC No The the Agent Assist Service that allows agents
to use Knowledge to provide seamless response
and suggestions to customer queries. This
enables agents to use Cisco Answers (based on
Google AI) to handle customer queries while on
a voice call.
Note: In this column enter the value of the ID
tag from the XML file of the cisco contact
center config URL. The format of URL is:
https://@name_of_
ucce/unifiedconfig/config/contactcenterai/config
In this XML file, you will see all the ccaiconfigs
elements which are present under CCAI
Configuration dropdown. Select value from
<id></id> tag which want to set.

Bulk Upload Departments Template

There are no extra columns required when bulk loading Departments.
Columns that are common to many resources are described in section "Global Bulk Upload
Columns".

Bulk Upload Dialed Number Template

This table shows the columns required when bulk loading Dialed Numbers.
Columns that are common to many resources are described in section "Global Bulk Upload
Columns".
Resource Manager 95

Column Name Data Required? Description

Type
DepartmentMember Enterprise No The department that this item belongs to.
Name This field is only valid if the tenant is
associated with a Unified CCE instance
running Unified CCE version 10.5 or later.
Otherwise, an error will be reported if this
field is present.
Dialednumber SNC Yes The string value by which the Agent/IVR
Controller identifies the Dialed Number.
RoutingClientMember Enterprise Yes The name of the routing client (such as NIC
Name or PG) that this number should use to submit
routing requests to the Unified CCE.
MediaRoutingDomainMember Enterprise Yes The name of the media routing domain.
Name

Bulk Upload Enterprise Skill Group Template

This table shows the columns required when bulk loading Enterprise Skill Groups.
Columns that are common to many resources are described in section "Global Bulk Upload
Columns".

Column Name Data Required? Description

Type
Enterprise No The department that this item belongs to. This field is
DepartmentMember Name only valid if the tenant is associated with a Unified
CCE instance running Unified CCE version 10.5 or
later. Otherwise, an error will be reported if this field
is present.
SkillGroupMember Enterprise No The skill group or skill groups associated with this
Name enterprise skill group. The skill groups must be on the
same Peripheral otherwise provisioning will fail. To
specify multiple skill groups, separate each skill group
with a semi-colon (;) character.

Bulk Upload Folders Template

This table shows the columns required when bulk loading Folders.
Columns that are common to many resources are described in section "Global Bulk Upload
Columns"
Resource Manager 96

Note
Folders do not use the EnterpriseName, EffectiveTo or EffectiveFrom global columns.

Column Data Required? Description

Name Type
Security CSS No Allows you to set security on the folder you upload. See below
Styled for an example of the syntax for this field.
List

Security Field Example

DOS-styled syntax example:
<USERNAME>:<ROLENAME>;<USERNAME>:<ROLENAME>[:<MULTIPLEROLENAMES>]
This is an example of what can be put into the Security field in the agent CSV file:
A single user with a single role
Administrator:Advanced Users
A single user with more than one role
Administrator:Advanced Users:Supervisors
Multiple users
Administrator:Advanced Users:Supervisors;User1:Basic Users
Users are separated by semicolons. Users are separated from roles by colons. This is similar to
CSS syntax except that a user can have multiple roles.

Note
Group permissions on a folder cannot be set during bulk upload.

Bulk Upload Label Template

This table shows the columns required when bulk loading Labels.
Columns that are common to many resources are described in section "Global Bulk Upload
Columns".

Note
Labels do not use the EnterpriseName global column.
Resource Manager 97

Column Name Data Required? Description

Type
Label SNC Yes The string value used to identify the label by the
routing client.
RoutingClientMember Enterprise Yes The name of the routing client (such as NIC or
Name PG) that this number should use to submit routing
requests to the Unified CCE.
LabelType Numeric False The type of label:
0: Normal
1: DNIS override
2: Busy
3: Ring
4: Post-Query

Bulk Upload Network VRU Scripts Template

This table shows the columns required when bulk loading Network VRU Scripts.
Columns that are common to many resources are described in section "Global Bulk Upload
Columns".

Column Name Data Required? Description

Type
Enterprise No The department that this item belongs to. This field is
DepartmentMember Name only valid if the tenant is associated with a Unified
CCE instance running Unified CCE version 10.5 or
later. Otherwise, an error will be reported if this field
is present.
VRUSCriptName SNC, plus Yes Up to 39 characters. This is a composite string
commas identifying the micro-application to run, the name of
(,) the associated media file (if applicable) and any
options that need to be specified for that micro-
application.
Timeout Numeric Yes The number of seconds to wait for a response after the
script starts executing. This value can range from 0 to
2147483647.
NetworkVruMember Enterprise Yes The network VRU to associate with this
Name Network VRU Script.
Resource Manager 98

Bulk Upload Person Template

This table shows the columns required when bulk loading Persons.
Columns that are common to many resources are described in section "Global Bulk Upload
Columns".

Note
Persons do not use the EnterpriseName global column.

Column Name Data Required? Description

Type
Enterprise No The department that this item belongs to. This field is
DepartmentMember Name only valid if the tenant is associated with a Unified
CCE instance running Unified CCE version 10.5 or
later. Otherwise, an error will be reported if this field
is present.
EquipmentName SNC No The instance name of the Unified CCE or Unified
Communications Manager you want this person added
to. This will correspond directly with the equipment
instance name that was specified when configured via
the Unified CCMP ICE Cluster Configuration utility
(see Administration Guide for Cisco Unified Contact
Center Management Portal).
Omit this item or leave it blank to automatically add
this Person to all available equipment. To add this
Person to multiple equipment instances, specify each
of the equipment instance names you want to add this
person to, separating each equipment instance with a
";" (semi-colon) character.
FirstName SNC Yes The first name of the person.
LastName SNC Yes The last name of the person.
LoginName SNC Yes The peripheral login name for the person.
PassPhrase Password Depends on The peripheral login password for the person. At least
setting on five characters long. Longer passwords, including
underlying numbers and other characters, may be required. Ask
equipment your system administrator for details.
SsoEnabled Y/N Required If the UCCE is in Mixed mode, then the value in this
only if column allows the agents/supervisors to sign in only
UCCE is once to have access to all the Cisco applications.
setup in
Mixed
mode
Resource Manager 99

Note
When uploading Person records to a location where both Unified CCE and Unified
Communications Manager resources exist, the Person will be attached to all pieces of equipment
unless the equipment field is set in the bulk load template.

Bulk Upload Precision Attributes Template

This table shows the columns required when bulk loading Precision Attributes.
Columns that are common to many resources are described in section "Global Bulk Upload
Columns".

Column Name Data Type Required? Description

DepartmentMember Enterprise Name No The department that this item belongs to.
This field is only valid if the tenant is
associated with a Unified CCE instance
running Unified CCE version 10.5 or later.
Otherwise, an error will be reported if this
field is present.
AttributeDataType Numeric Yes Type of data to associate with attribute.
One of:
3: boolean (true or false only)
4: proficiency (a numeric range).
DefaultValue Boolean or Yes Default value to be used when an attribute
Numeric, according is assigned to an agent if no explicit value
to
AttributeDataType is specified.

Bulk Upload Precision Queues Template

This table shows the columns required when bulk loading Precision Queues.
Columns that are common to many resources are described in section "Global Bulk Upload
Columns".
Resource Manager 100

Column Name Data Required? Description

Type
DepartmentMember Enterprise No The department that this item belongs to. This
Name field is only valid if the tenant is associated with
a Unified CCE instance running Unified CCE
version 10.5 or later. Otherwise, an error will be
reported if this field is present.
MediaRoutingDomain Enterprise Yes The name of the Media Routing Domain. This
Name cannot be changed after Precision Queue upload.

Steps - Yes Specification of the steps in this precision queue.

See below for syntax of this field.
AgentOrdering Numeric No The way to choose an agent to handle the call if
more than one agent satisfies the precision
queue criteria. One of:
1: agent that has been available the longest
2: most skilled agent
3: least skilled agent
ServiceLevelThreshold Numeric No The service level threshold, in seconds, for
allocating the call to a suitable agent using the
rules in the precision queue. 0 to 2147483647
ServiceLevelType Numeric No Indicates how to handle abandoned calls in
service level calculations. One of:
1: ignore abandoned calls
2: abandoned calls have negative impact (that is,
exceed the service level threshold)
3: abandoned calls have positive impact (that is,
meet the service level threshold)

Syntax for Precision Queue Steps

The Precision Queue Steps field consists of one or more steps. Each step is broken down into
several parts. The parts are
The ConsiderIf Condition (optional). If present, this specifies the circumstances to which
the step applies. For example, a step might only apply if there has been a higher than usual
number of unanswered calls that day. Do not specify a ConsiderIf condition for the last step
in a Precision Queue.
The condition expressions (always required for each step). This specifies the attributes an
agent must have to receive the call. It may be a simple comparison, or it may involve
multiple comparisons linked by “and” or “or”. For example, the condition expressions might
specify an agent who can speak Spanish, and is trained to sell mortgages and is based in
London.
Resource Manager 101

The WaitTime (optional). Specifies the amount of time in seconds to wait before moving on
to the next step if the conditions in this step cannot be met. For example, a wait time value of
20 would mean that if no agent matching the conditions for that step was available at the end
of 20 seconds, the next step would be considered. If a wait time is not specified then a
default of 0 is used. Do not specify a wait time for the last step in a Precision Queue.
To build the Steps field from these components, separate the parts of each step with a colon (:)
and separate each step with a semi-colon (;). Do not add a semi-colon at the end of the last step.
The example below shows a Steps field with three steps, The first step has a WaitTime
expression and the condition expression. The second has a ConsiderIf expression and a
WaitTime expression as well as the condition expression. The third step is the last step, so can
only have a condition expression.

Step 1
Specify the time in seconds to wait for the conditions in the step to be met. This ends with a colon
as it is part of the step.
WaitTime=10:
Specify the condition expression to be used. This ends with a semi-colon as it is the end of the
step, and another step follows it.
Spanish >= 5 && MortgageTrained == True && Location == London;

Step 2
Specify the circumstances to consider this step. This ends with a colon as it is part of the step. See
the note below for the syntax for the ConsiderIf statement.
ConsiderIf=TestforSituation:
Specify the time in seconds to wait for the conditions in the step to be met. This ends with a colon
as it is part of the step.
WaitTime=20:
Specify the condition expression to be used. This ends with a semi-colon as it is the end of the
step, and another step follows it.
Spanish >= 5 && MortgageTrained == True;

Step 3
Specify the condition expression to be used if the previous steps have all failed. This has no semi-
colon at the end as it is the final step.
(Spanish >= 5) || (Spanish >=3 && MortgageTrained == True)
Resource Manager 102

Note
This attribute must be the enterprise name of the precision attribute.

Notes
In the example above the Steps field has been separated into sections so you can see how it is
constructed. When used in a bulk upload script, enter it as a single string in the same record as
the other Precision Queue fields.
The ConsiderIf part of the test is not parsed by Unified CCMP but is passed directly to Unified
CCE. For more information about the syntax of ConsiderIf expressions, see the Unified CCE
documentation at http://docwiki.cisco.com/wiki/Precision_Routing_Release_9.0(1).
In the condition expression, you can use the following
for joining conditions && (AND) or || (OR)
for comparisons of Boolean attributes == (is equal to) or != (is not equal to)
for comparisons of proficiency attributes, == (is equal to), != (is not equal to), < (is less
than). <= (is less than or equal to), > (is greater than) >= (is greater than or equal to).

Bulk Upload Skill Group Template

This table shows the columns required when bulk loading Skill Groups.
Columns that are common to many resources are described in section "Global Bulk Upload
Columns".

Column Name Data Required? Description

Type
DepartmentMember Enterprise No The department that this item belongs to.
Name This field is only valid if the tenant is
associated with a Unified CCE instance
running Unified CCE version 10.5 or later.
Otherwise, an error will be reported if this
field is present.
PeripheralNumber Numeric No The service number as known at the
peripheral. If not supplied, an auto-generated
number is used.
PeripheralName SNC No The name of the Peripheral as it is known on
the site.
AvailableHoldOffDelay Numeric No The value for this Skill Group instead of
using the one associated with this peripheral.
Resource Manager 103

Column Name Data Required? Description

Type
Priority Numeric No The routing priority for the skill. This should
be set to 0.
Extension Numeric No The extension number for the service (used
by Lucent DEFINITY ECS).
IPTA Y/N No Indicates whether the Unified CCE picks the
agent.
ServiceLevelThreshold Numeric No The service level threshold, in seconds, for
the service level. If this field is negative, the
value of the Service Level Threshold field in
the Peripheral table is used.
ServiceLevelType Numeric No Indicates how the system software calculates
the service level for the skill group. If this
field is 0, Unified CCE uses the default for
the associated Peripheral/MRD pair.
Possible values: 0 = Use Default; 1 = Ignore
Abandoned Calls; 2 = Abandoned Call Has
Negative Impact; 3 = Abandoned Call Has
Positive Impact.
DefaultEntry Numeric No Normal entries are 0 (zero). Any records
with a value greater than 0 are considered a
default skill group for configuration purposes.
Records having a value of 1 are used by
Unified CCE as the default target skill group.
PeripheralMember Enterprise Yes The peripheral to assign this skill group to.
Name
RouteMember SNC No The Routes associated with this skill group.
To supply a list of routes, separate the routes
in the list with a semi-colon (;).
Note. The specified route or routes must not
already exist. They will be created as part of
the bulk upload of the skill group.
MediaRoutingDomainMember Enterprise Yes The Media Routing Domain. This cannot be
Name changed after skill group upload.

Bulk Upload User Variable Template

This table shows the columns required when bulk loading User Variables.
Columns that are common to many resources are described in section "Global Bulk Upload
Columns".
Resource Manager 104

Note
User Variable does not use the EnterpriseName global column.

Column Data Required? Description

Name Type
ObjectType Numeric Yes A number indicating the type of object with which to associate
the variable. You may choose not to associate the user variable
with an object by selecting 31 (User Variable). Valid numbers
are as follows:
1: Service
2 : Skill Group
7 : Call Type
8 : Enterprise Service
9 : Enterprise Skill Group
11 : Dialed Number
14 : Peripheral
16 : Trunk Group
17 : Route
20 : Master Script
21 : Script Table
29 : Application Gateway
31 : User Variable
DataType Numeric No A number indicating the Data type of ObjectType. Valid
numbers are as follows:
0 :Long (default)
1 : Float
2 : Char
3 : Date

Bulk Upload Users Template

This table shows the columns required when bulk loading Users.
Columns that are common to many resources are described in section "Global Bulk Upload
Columns".

Note
Users use only the Path and Description global columns from the Global Template.

Column Name Data Required? Description

Type
LoginName SNC Yes The login name of the user that will be
used for application logon.
Password Password Yes The password for the new user account
Resource Manager 105

Column Name Data Required? Description

Type
AdvancedMode Boolean No Determines if the user is advanced or not
FirstName SNC No The first name of the user
LastName SNC No The last name of the user
ChangePasswordOnNextLogon Boolean No Determines if after the initial logon the
user should be prompted to reset their
password
PasswordNeverExpires Boolean No Determines if the password for this user
will ever expire
HomeFolder Path No The folder path to the folder which will be
used as the users home folder
CreateNewUserFolder Boolean No Determines whether a new folder should
be created for the user home folder in the
Home Folder location
Groups Group No A semi colon separated list of group
Name(s) names (including their path) to which the
user will be added. Since group names are
not unique the path must be also specified
for example,
/Folder1/Admins;/Folder2/Admins
InternetScriptEditorEnabled Boolean No Whether the user is linked to a Unified
CCE user that can access Cisco's Internet
Script Editor. If true, the following apply:
The login name must correspond to an
existing Windows active directory use.
If the installation does not use single
sign-on, the specified password must
match the password for the
corresponding active directory user.
LocalLoginEnabled Boolean No Indicates if the user can login using the
Login Name and Password provided. By
default, this value is set to disabled.

About Merging
The Merge function enables items from multiple pieces of equipment to be combined into one
single item. By merging items together common properties may be provisioned in one single place,
reducing the time involved with creating and updating resource items.
Resource Manager 106

Merging Items
Overview
The Merge function is accessed using the Merge button in the Items panel of the Resource
Manager tool.

Note
The Merge function is only supported for Person items. You can use the Merge function to merge
a Unified CCE Person and a Unified Communications Manager End User to create a single
person.

Master Item
The master item is the item to which all other items will be merged into. The master item may
already be selected for you based on selections made in Resource Manager before entering the
page. The equipment that the item is currently located on is shown in brackets after the item
name.
To select a new master item, click on a row in Selectable Items table.

Items to Merge
The Items to Merge section of the page displays the current list of items to be merged into the
master item. These items may already be selected for you based on selections made in Resource
Manager before entering the page.
To add an entry to the Items to Merge list you must first locate the item in the Selectable Items
sections of the page. Once the item is located, expand the row using the cross to show a list of
equipment which the item is located on. Select which item equipment mappings you wish to merge
into the master item by selecting the check boxes.
To remove an entry from the Items to Merge list, click the cross located next to the item name.

Filter Options
You can filter the Selectable Items table using the Filter Options section of the page. Enter part or
all of an item name and press the Find button.
You can filter a search by a specific piece of equipment using the Filter by Equipment drop-
down box. You can search for an item across all pieces of equipment by selecting the All
Equipment option.

Merge
When you have selected one or more Items to Merge, select the Merge button to merge the items
into the Master Item. This will display a confirmation message for you to check that the items
being merged are correct. Press the Confirm button to commit the changes.
Resource Manager 107

System Search Folders

About System Search Folders
If you have a global role that includes the Browse Search Folders permission then you may be
able to see search system folders containing predefined searches in the Folder Tree panel (more
information about global roles, see section "Global Roles"). System search folders may exist at
root level, or in subfolders, or in both locations.
By default, Unified CCMP is configured with these predefined searches, located in Search
Folders, immediately below the root folder:
Awaiting Deletion: shows the user a flat list of all the items in the system that they have
permission to see and are currently at Awaiting Deletion status.
Error: shows the user a flat list of all the items in the system that they have permission to
see and are currently at Error status.
Pending Active: shows the user a flat list of all the items in the system that they have
permission to see and are currently at Pending Active status.
Recently Modified: shows the user a flat list of all the items in the system that they have
permission to see and have been modified in the last hour.

Note
Depending on your system configuration, there may also be other search folders containing
customized searches at other locations in the hierarchy.

Viewing Search Details

1. In the Folder Tree panel, click on Search Folders.
2. In the Items panel (summary view) you will see a single summary entry representing the
searches in the folder. Click on the summary entry to show the list of searches in the Items
panel (list view).
3. In the Items panel (summary view), click on a search to see the search details in the Detail
panel.

Running a Predefined Search

1. To run a predefined search, in the Folder Tree panel, click on the + beside Search Folders
to expand it, and then click on the search folder that contains the search you want to run.
This runs the search.
Resource Manager 108

2. The Items panel displays a summary list of the item types that match the search criteria.
Click on an item type in the summary list to see the items of that type that match the search
criteria.

Refreshing the Search Results

Right click on a search and select refresh to refresh the search results.

Moving or Deleting Searches

The searches are predefined. You cannot move or delete searches using the functionality in the
Folder Tree panel or in the Items panel.

Viewing or Editing Search Results

To view or edit the items returned in a search:
1. In the Folder Tree panel, below Search Folders, identify the search you are interested in.
2. Next
either click on the search to see a summary view of the results in the Items panel, and
then click on a resource type to see a list of the items of that type.
or click on a resource folder below the search to see a list view of the resource items
of that type in the Items panel.
3. Click on an item in the Items panel to view the details for that item.
4. Optionally, edit the item details, as required, and then click Save to apply any changes, or
Cancel to revert the changes.

Note
If you edit the item, you are editing the actual item, not just the search result.

Moving Items in Search Results

To move one or more items returned in a search:
1. In the Folder Tree panel, below Search Folders, identify the search you are interested in.
2. Next,
either click on the search to see a summary view of the results in the Items panel, and
then click on a resource type to see a list of the items of that type.
or click on a resource folder below the search to see a list of the items of that type in
the Items panel.
3. Check the box or boxes of the item or items to be moved.
4. Click the Move button.
Resource Manager 109

5. The Move the Current Items page will be displayed, showing the folder tree.
6. Select the location in the folder tree to move the folder or folders to.
7. Click Save.

Notes
If you move an item, you are moving the actual item, not just the search result.

Deleting Items from Search Results

To delete one or more items returned in a search:
1. In the Folder Tree panel, below Search Folders, identify the search you are interested in.
2. Next,
either click on the search to see a summary view of the results in the Items panel, and
then click on a resource type to see a list of the items of that type.
or click on a resource folder below the search to see a list of the items of that type in
the Items panel.
3. Check the box or boxes of the item or items to be deleted.
4. Click Delete.
5. At the confirmation message, click OK to start the deletion.

Notes
If you delete an item, you are deleting the actual item, not just the search result.
 Cisco Resource Guide 110

Cisco Resource Guide

About Resource Types

This chapter describes:
each resource type
how to create, edit and delete that resource type (as applicable)
other operations that can be performed on that resource
the fields that can be set for that resource, and what each field means.

Agents
About Agents and Supervisor Agents
Ag e n ts

Agents
An agent is a person who handles customer contacts on a particular peripheral. Each agent is
associated with an Unified CCMP person. Multiple agents can be associated with a single person.
For example, someone who provides cover for agent teams on different peripherals will be
represented by a separate agent account on each peripheral.
Each agent can be a member of one or more skill groups, which are groups of agents that share a
common set of skills. Agents can also be grouped into agent teams, each of which have a
supervisor or supervisors.

Note
In order to use non-voice peripherals, agents must be enabled for non-voice use via the
administration interfaces for these multi-channel applications. You can create all new agents
using Unified CCMP, but to configure agents to use non-voice peripherals, you will need to use
the administration interfaces of those peripherals.
S u p e rv is o rAg e n ts

Supervisor Agents
A supervisor agent is an agent, often with a user account on Unified CCMP, who can administer
specific agents and agent teams. A supervisor agent does not have to be actually assigned as a
supervisor to any agent team, but an agent must be a supervisor agent to supervise an agent team.
A team supervisor may be a primary or secondary supervisor. A team may have any number of
secondary supervisors, but only one primary supervisor.
When creating supervisors, use the Default Domain feature to coincide with the Unified CCE
 Cisco Resource Guide 111

Non-SSO feature. When Unified CCMP is connected to Unified CCE, the Default Domain can be
used to create a user who does not need to use the domain or email ID to sign in. For more
information about the Unified CCE Non-SSO feature, consult your Unified CCE documentation.
To promote an agent to be a supervisor, the Supervisor checkbox in the agent’s Person tab must
be marked, and the Person Login Name field must be manually populated with a valid Global
Catalog (GC) Login in one of the following formats:
1. UPN format, for example, JohnSmith@domain.subdomain.local
2. SAM format, for example, SUBDOMAIN\JohnSmith
3. Login-name-only format, for example, JohnSmith

Login-name-only format is only allowed when a Default Domain has been configured. In this
case, when saving the Person details, once validated, the Person Login Name is saved
against the Person as it was inputted. However when saving the agent, the system derives
the UPN format by appending the default domain to the inputted Person Login Name and
then validates that value before saving it against the agent. For example, if the default
domain is configured as domain.subdomain.local, then the UPN value is generated as
JohnSmith@domain.subdomain.local, which is then validated against the Global Catalog and
saved against the agent.]
Regardless of the format used, the system validates the inputted Login Name against the Global
Catalog (GC) that was configured for that UCCE cluster. If the inputted value is invalid or if it
does not correspond to a valid GC user account on the configured Global Catalog, then the UI
does not save the supervisor.

Note
If more than one user is found within the Global Catalog with while creating a supervisor with a
SAM format login name, a LDAP query, using the Active Directory Authentication Type set in
the Unified CCMP ICE wizard, is run against the DNS domain to retrieve the NetbiosName for
the users to determine to which user the login name should be applied. See the Installation and
Configuration Guide for Cisco Unified Contact Center Management Portal for more details.

Note
If an agent is a supervisor agent, and if the associated Person has an Unified CCMP user
account, that user should be added to the Unified CCMP Supervisors security group. This allows
Unified CCMP users to edit agents and agent teams.
If an agent is a supervisor agent, then the agent must be associated with a domain account before
they can have precision attributes associated to them.
E x a mp le

Example
ExampleCorp has ten agents in its New York contact center, and five in San Francisco. These
agents are to be divided into three teams.
Cisco Resource Guide 112

First, ExampleCorp creates two teams (Green and Blue) in New York, and one (Red) in San
Francisco. Then it creates five persons in San Francisco and ten Persons in New York, creates an
agent associated with each, and adds each agent to a team.
ExampleCorp wants the two teams in New York to be supervised by the same senior supervisor
agent. ExampleCorp therefore edits this agent to make her into a supervisor agent, and adds her as
a Primary Supervisor to both teams. An agent can only be a member of a single team, however
this supervisor supervises the Blue Team without being a member of it.
The user account of the person associated with this supervisor agent is added to the
ExampleCorp_Supervisors user group.
A primary supervisor is also assigned to the Red Team.
ExampleCorp then assigns secondary supervisors. It decides that the senior supervisor agent in
New York should also be a secondary supervisor of the Red Team in San Francisco. Since it is
possible to have any number of secondary supervisors for each team, this does not prevent them
assigning a San Francisco agent as secondary supervisor to this team as well.
See Figure 8.1 "Agent Teams Example" for a diagram of this scenario.

Figure 8.1 Agent Teams Example

Creating an Agent
To create an agent:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the agent.
2. In the Folder Tree panel, click Resource, and then click Agent.
Cisco Resource Guide 113

3. Enter a Name, and select a Peripheral and Person to associate the agent with. You can
choose either to associate the agent with an existing Person, or to create a new Person for
that agent as follows:
Select Existing Person. Select a person from the drop-down list, or search for a
specific person by typing a part of their name in the Search box. The new agent will
use the details specified in that Person’s Peripheral Login box to log on to their Agent
Desktop.
Create New Person. Enter the first name and last (or family) name for the person, and
fill in the details they will use to login to the peripheral. The person will be
automatically created and associated with the agent.
4. Complete the remaining fields as described in section "Agent Fields". Active from and to
dates can be set in the Advanced tab.
5. Click Save.
Once you've created an agent, you can assign that user as the member of an agent team, and to
one or more skill groups.

Note
Multiple agents may be associated with a single person,provided each agent is on a different
peripheral.
The peripheral login details cannot be edited once the agent has been created.

Adding an Agent to a Team

You can use the Agent Teams tab to change the team an agent is a member of and, in the case of
a supervisor agent, to set the agent as primary or secondary supervisor for one or more teams.

Note
A supervisor agent does not need to be a member of a team to supervise it.
To add an agent to a team as either a supervisor or a member:
1. In Resource Manager, go to the folder containing the agent you want to update, and view
the agents in that folder using the Items panel list view.
2. In the Items panel, click on the agent you want to add to a team. The details of this agent are
displayed in the Details panel.
3. In the Details panel, click on the Agent Teams tab. The upper box shows a list of teams the
agent is currently assigned to, and the lower box shows a list of teams available in the
current folder. You can see the agent teams in other folders using the Selected Path drop-
down folder list. The dates between which each team is active are displayed, as is the
primary supervisor for that team.
Cisco Resource Guide 114

4. Select teams in the lower box and click on the Add button to add the agent to them. They
will automatically be moved into the upper box.
5. Check the Member box if the agent is to be a member of the team. This box should be
checked in most cases.

Note
An agent cannot be a member of more than one team, though a supervisor can supervise multiple
teams.
If the agent is a supervisor agent, you may choose to assign them as a supervisor to that
team. Select Primary Supervisor or Secondary Supervisor from the drop-down list.
A team can have multiple secondary supervisors but only one primary supervisor.

Note
If you replace an existing primary supervisor, the replaced supervisor will automatically become
a secondary supervisor for that team.
You can remove the agent from a team by selecting the team (or teams) in the upper
box and clicking Remove.
6. Click Save.

Editing an Agent
To edit an agent:
1. In Resource Manager, go to the folder containing the agent you want to edit, and view the
agents in that folder using the Items panel list view.
2. In the Items panel, click on the agent you want to edit. The details of this agent are displayed
in the Details panel.
3. In the Details panel, click on the appropriate tab and make the desired changes.

Note
If you select the person tab and edit the details for the associated person, then the existing person
record is updated when the agent changes are saved.
4. Click Save.

Deleting an Agent
To delete one or more agents:
1. In Resource Manager, go to the folder containing the agent or agents you want to delete,
and view the agents in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the agent or agents to be deleted.
Cisco Resource Guide 115

3. Click Delete.
4. In the Delete Agent dialog box, select OK. The agent or agents will be deleted.

Notes
Deleting an agent or agent supervisor automatically removes that agent from any associated
teams or skill groups, including multi-channel skill groups.
Deleting an agent or supervisor agent deletes the associated person as long as there are no other
agents or supervisor agents associated with the person. If the person is associated with other
agents or supervisor agents, it is not deleted until all associated agents or supervisor agents are
deleted.
If an agent is logged in when they are deleted, the agent moves to an error state. To fix this,
delete the agent again after they have logged out.

Bulk Uploading Agents

In addition to creating agents one at a time, you can also bulk load agent records previously output
to a CSV (comma separated values) file. For more information see section "About Bulk Upload".

Agent Fields
This table shows the tabs and fields available for agents.
Cisco Resource Guide 116

Field Description Entry Default Required

Details Tab
Name A unique name for the entry. Unique. Up to 32 Null Yes
This may be the same as the characters,
login name, last name or first letters, numbers,
name fields. Your company may spaces, periods,
specify a convention for this hyphens and
field (such as <first name>_ underscore
<last name>) to make it easier characters only.
to identify agents. Must begin with
Note. This may not be the same letter or number.
as the name by which the item
is known on the remote
equipment (Enterprise Name on
the Advanced tab). Changing
this name will not change the
enterprise name or the name on
the remote equipment. Changes
to the name on the remote
equipment will be reflected in
the enterprise name, but under
some circumstances, may not
change the name shown here.
Description A description of the agent. Up to 255 Null No
characters.
Path Only shown when resource is Click on the Current location Yes
first created. The location in the drop-down arrow in folder tree
folder tree where the resource to show the
is to be created. folder tree, then
select the
required location.
Peripheral The peripheral to be used for Select from list. Default Yes
the agent. Peripheral
Cisco Resource Guide 117

Field Description Entry Default Required

Create New Only shown when resource is Select one of the Create New Yes
Person or Select first created. The kind of person options, and then Person
Existing Person to associate this agent with. complete the
option Create New Person: The agent remaining fields
record is for a new employee, for that option as
or one who has not previously shown below.
existed as a Person within
Unified CCMP.
Select Existing Person: The
person to be associated with this
agent record already exists
within the system, for example
if the Person record for a new
employee was created before it
was clear which peripheral they
would be using.
Create New The person's first name. Up to 32 Null Yes
Person > characters.
First Name
Create New The person's last name. Up to 32 Null Yes
Person > characters.
Last Name
Create New A unique login name for the Unique. Up to Null Yes
Person > person to allow them to login to 255 characters,
Login Name the peripheral. letters, numbers,
Note. The Unified CCE underscore and
database is case-insensitive in special
determining whether a login characters. Must
name is unique - for example, it begin with letter
considers "joe_smith" and or number.
"JOE_SMITH" to be the same.
Further, agent login to agent
desktop software (such as CTI
OS) is not case-sensitive.
Create a New Check this box to enable Check box to Cleared No
Person > SSO external login for the user. select.
Enabled (only When checked, the password
fields will be disabled. When
available in cleared, the password fields
Mixed Mode) will be enabled.
Cisco Resource Guide 118

Field Description Entry Default Required

Create New The password that the person Unique. At least Null Yes
Person > will use to log in to the system. five letters long.
Password Longer
passwords,
including
numbers and
other characters,
may be required.
Ask your system
administrator for
details.
Create New Confirmation of the password. The same as for Null Yes
Person > Confirm the Password
Password field. This
ensures that the
person is not
prevented from
logging in by
typographical
errors made
when setting his
or her password.
Select Existing List of available persons, Select the person First person in Yes
Person > List of optionally filtered by the search corresponding to list.
persons field. this agent.
Select Existing Optional search field to filter Type a partial None (complete No
Person > Search results in list of persons. name to restrict list of persons
filter the list of shown).
available persons
to those which
include that
name.
Person Tab (not shown when creating an agent)
First Name The person's first name. Up to 32 Null Yes
characters.
Last Name The person's last name. Up to 32 Null Yes
characters.
Description The person’s description Up to 255 Null No
characters.
Cisco Resource Guide 119

Field Description Entry Default Required

Login Name A unique login name for the Unique. Up to Null Yes
person associated with this 255 characters,
agent to allow them to login to letters, numbers,
the peripheral. and special
Note. The Unified CCE characters.
database is case-insensitive in
determining whether a login
name is unique - for example, it
considers "joe_smith" and
"JOE_SMITH" to be the same.
Further, agent login to agent
desktop software (such as CTI
OS) is not case-sensitive.
Login Enabled Check this box to allow the Check box. Checked. No
person associated with the agent
to log on to peripheral
Reset Password Check this box to reset the Check box. Cleared. No
password for the person
associated with this agent.
Password The new password that the Unique. At least Null Yes
person uses to log in to the five letters long.
system. Only shown if Reset Longer
Password is checked. passwords,
including
numbers and
other characters,
may be required.
Ask your system
administrator for
details.
Confirm Confirmation of the changed The same as for Null Yes
Password password. Only shown if Reset the Password
Password is checked. field. This
ensures that the
person is not
prevented from
logging in by
typographical
errors made
when setting his
or her password.
Cisco Resource Guide 120

Field Description Entry Default Required

Supervisor Tab
Supervisor Check this box if an agent is to Check box. Cleared No
be considered a supervisor
agent. This does not require that
they supervise a team.
Agent Teams Tab
Agent Teams The supervisory teams with Select from Null No
which the agent is associated. lower list of
available agent
teams and click
Add to include
agent in the
checked teams.
To remove an
agent from an
existing agent
team, select
agent team from
upper list and
click Remove.
Cisco Resource Guide 121

Field Description Entry Default Required

Skill Groups Tab
Skill Group The skill group or groups of Select from Null No
which the agent is a member. lower list of
Changes to an agent's skill available skill
group membership take place groups and click
immediately within the agent's Add to include
current session. the agent in the
selected skill
groups. To
remove the agent
from an existing
skill group,
select from upper
list and click
Remove.
To set the default
skill group for
the agent, firstly,
ensure that the
agent is in the
required
skillgroup as
above, then
select the
Default check
box beside the
skill group. To
revert the default
skill group for
this agent to the
system default,
clear the
selected Default
check box.
Cisco Resource Guide 122

Field Description Entry Default Required

Attributes Tab
Attribute The attribute or attributes Select from Null No
associated with the agent. lower list of
Changes to an agent's attribute available
association take place attributes and
immediately within the agent's click Add to
current session. associate the
Note. If the agent is a agent with the
supervisor agent, they must be checked
associated with a domain attributes. To
account before they can have remove an agent
attributes assigned to them. association with
an existing
attribute, select
from upper list
and click
Remove.
To specify the
value for an
attribute
associated with
the agent, select
the value from
the drop-down
list in the value
column.
Agent Services Tab
Agent Answers Check this box to enable the Check box Null No
Agent Assist service based on
the agent if a Cisco Answers
configuration has been enabled
and selected on this peripheral.
Call Transcript Check this box to enable the Check box Null No
Agent Assist service based on
the transcirpt of a call if a Cisco
Answers configuration has been
enabled and selected on this
peripheral.
Cisco Resource Guide 123

Field Description Entry Default Required

Advanced Tab
Enterprise Name The name used to identify the Unique. Up to 32 Auto-generated No
item on the remote equipment. characters, from the agent
Leave blank to auto-generate a letters, numbers, name.
unique name. and underscore The system
Note. If the item is created by characters only. reserves 5
importing from the remote Must begin with characters for
equipment, this name will match letter or number. tenant, 5
the Unified CCMP name (Name characters for
on the Details tab). Changes to peripheral, 17
the name on the remote characters taken
equipment will be reflected from the agent
here, but under some name, and 2
circumstances, will not affect characters for
the Unified CCMP name. dimension type,
plus 3
separating dots.
Department (Only shown for tenants that are Select from the None No
not small contact center tenants, drop-down list of
and are associated with Unified available
CCE instances running Unified departments.
CCE version 10.5 or later). The
department that this resource is
associated with.
Agent ID The internal extension number Up to 11 digits. Auto-generated. No
that can be used to call the
agent.
Agent Desktop The desktop settings to be Select from list None No
associated with the agent. of available
agent desktops.
Cisco Resource Guide 124

Field Description Entry Default Required

State Trace Enables the system to track the Check box. Cleared No
agent's state transitions such as
Available or Talking. This
check box is dimmed by default
and must be made available by
a System Administrator before
it can be used (using System
Settings > Provisioning
Settings > Agent State Trace
Enabled).
Note. Cisco state that tracking
agent state data puts additional
load on UCCE. Please consult
the Cisco documentation before
using this feature.
Active From Date The date from which the agent Select date from Current date Yes
will be active in the system. calendar.
Active To Date The date after which the agent Either leave Forever No
should be deleted from the Forever
system. checked, or
uncheck Forever
and select date
from calendar.
Cisco Resource Guide 125

Field Description Entry Default Required

Custom Data Tab
Key The key for this custom data Unique. Up to 50 Null. No
item. characters,
alphanumeric,
period, and
underscore
characters only.
Must begin with
alphanumeric.
Value The value to associate with this Up to 500 Null Yes.
key. characters.
To add a new
custom data key-
value pair,
complete both
fields, and click
Add. You can
have a maximum
of ten custom
data key-value
pairs.
To edit an
existing key-
value pair, rest
the mouse briefly
on the entry,
select the edit
icon ( ) and
make your
changes. Then
select the tick to
confirm the
change, or the
cross to undo the
change.
To delete an
existing key-
value pair, rest
the mouse briefly
on the entry,
select the delete
icon ( ), then
click OK to
confirm the
deletion.
Cisco Resource Guide 126

Agent Desktops
About Agent Desktops
Agent desktops associate a set of permissions or characteristics with specific agents. The settings
are comparable to Class of Service settings on a PBX or ACD.
When you create an agent desktop definition, you specify the amount of non-active time after
which an agent is automatically logged out, whether wrap-up is required following incoming and
outbound calls, the amount of time allocated for wrap-up, and the method used for assist and
emergency calls. You also specify settings for the Re-route on No Answer feature.
Unified CCE ships with a system default agent desktop. New agent records are automatically
assigned this default unless you specify otherwise when creating an agent.

Creating an Agent Desktop

To create an agent desktop record:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the agent desktop.
2. In the Folder Tree panel, click Resource, and then click Agent Desktop.
3. Enter unique name of up to 32 characters for the record. This name can use alphanumeric
characters, periods, and underscores.
4. Complete the remaining fields as described in section "Agent Desktop Fields".
5. Click Save.

Editing an Agent Desktop

To edit the details of an agent desktop:
1. In Resource Manager, go to the folder containing the agent desktop you want to edit, and
view the agent desktops in that folder using the Items panel list view.
2. In the Items panel, click on the agent desktop you want to edit. The details of this agent
desktop are displayed in the Details panel.
3. In the Details panel, click on the appropriate tab and make the desired changes.
4. Click Save.
Cisco Resource Guide 127

Deleting an Agent Desktop

Note
You cannot delete an agent desktop if it is being referenced by an agent record or if it is the
default desktop.
To delete one or more agent Desktops:
1. In Resource Manager, go to the folder containing the agent desktops you want to delete,
and view the agent desktops in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the agent desktops to be deleted.
3. Click Delete.
4. In the Delete Folder dialog box, click OK. The agent desktops will be deleted.

Bulk Uploading Agent Desktops

In addition to creating agent desktops one at a time, you can also bulk load agent desktop records
previously output to a CSV (comma separated values) file. For more information see section
"About Bulk Upload".

Agent Desktop Fields

This table shows the tabs and fields available for agent desktops.

Field Description Entry Default Required

Details Tab
Name A unique name for the record. Unique. Up to 32 Null Yes
Note. This may not be the same as the characters,
name by which the item is known on the alphanumeric,
remote equipment (Enterprise Name on period, and
the Advanced tab). Changing this name underscore
will not change the enterprise name or characters only.
the name on the remote equipment. Must begin with
Changes to the name on the remote alphanumeric.
equipment will be reflected in the
enterprise name, but under some
circumstances, may not change the name
shown here.
Description A description of the desktop. Up to 255 Null No
characters.
Cisco Resource Guide 128

Field Description Entry Default Required

Path Only shown when resource is first Click on the drop- Current Yes
created. The location in the folder tree down arrow to show location
where the resource is to be created. the folder tree, then in folder
select the required tree
location.
Ring no The maximum number of seconds a call 1 to 120 Null No
answer will to ring at the agent’s station before
time being redirected. This can be from 1 to
120 seconds (2 minutes).
Ring no Identifies the dialed number for a new re- Select from list Null No
answer route destination in the case of a ring no
dialed answer. The selection list consists of the
number dialed numbers configured for the system.
Logout The number of seconds during which the 10 to 7200 Null No
non-activity agent has been in the not ready state and
time inactive that the system will wait before
logging out the agent. A blank entry will
disable the timer.
Incoming Indicates whether the agent is allowed or Select from list. Required Yes
work mode required to enter work mode after an
incoming call.
Outgoing Indicates whether the agent is allowed or Select from list. Required Yes
work mode required to enter work mode after an
outgoing call.
Wrap-up The amount of time in seconds allocated 1 to 7200 7200 Yes
time to an agent to wrap up the call.
Assist call Indicates whether to use a consultative Select from list. None. No
method call or a blind conference call for the
supervisor assistance request.
Emergency Indicates whether to use a consultative Select from list. None No
call method call or a blind conference call for an
emergency call request.
Recording Specifies whether calls are routed through Select from list None No
Mode the Peripheral Interface Manager (PIM)
Cisco Resource Guide 129

Field Description Entry Default Required

Remote Indicates how mobile agent call routing is Select from list. One Local Yes
Agent Type handled. of Only
Local Only:
mobile agent call
routing is not
required.
Call by Call
Routing: the
mobile agent is
called
individually for
each call.
Nailed
Connection
Routing: the
mobile agent is
called at login
and remains
connected until
log off.
Agent Chooses
At Login: the
mobile agent can
choose the one of
the two mobile
agent call routing
types at login.
For information
about configuring
mobile agents, see
Administration
Guide for Cisco
Unified Contact
Center Management
Portal.
Details Tab > Miscellaneous
Auto Indicates calls to the agent are Checked or Cleared Cleared No
answer automatically answered.
Play zip A zip tone is a series of beeps that an Checked or Cleared Cleared No
tone agent hears as a call is delivered to them.
If Auto Answer is enabled and this field
is enabled, a zip tone is played upon a
call being delivered. This field cannot be
enabled if Auto Answer is disabled.
Cisco Resource Guide 130

Field Description Entry Default Required

Idle reason Indicates the agent must enter a Not Checked or Cleared Cleared No
required Ready reason before entering the Idle
state.
Logout Indicates the agent must enter a reason Checked or Cleared Cleared No
reason before logging out.
required
Auto Specifies that a record request (a request Checked or Cleared Cleared No
record on to record the call) is automatically sent
emergency when an emergency call request starts.
ACD This allows agents to participate in a Checked or Cleared Cleared No
Shared shared line experience if enabled.
Line Usage
Silent Specifies whether to indicate that silent Checked or Cleared Cleared No
Monitor monitoring has begun by a click.
Audible
Indication
Silent Specifies whether to indicate that silent Checked or Cleared Cleared No
Monitor monitoring has begun with a message box
Warning on the agent’s desktop.
Message
Available Whether the agent is to be automatically Checked or Cleared Cleared No
after considered available after handling an
Incoming incoming call.
Available Whether the agent is to be automatically Checked or Cleared Cleared No
after considered available after handling an
Outgoing outgoing call.
Remote Allows the agent to log in to the contact Checked or Cleared Cleared No
Login center without using an agent desktop.
Without
Desktop
Details Tab > Outbound Access
Outbound For deployments where agents can make Select one or more Cleared No
Access outbound calls, determines the type of from International,
outbound calls they can make. National, Local
private network,
Operator assisted,
PBX, Agent to
Agent, Non ACD
Calls, Initiate
Supervisor Calls
Allowed.
Cisco Resource Guide 131

Field Description Entry Default Required

Agent Tab
Agents The agents with which the desktop is Select from lower Null No
associated. list of available
agents and click
Add to include the
checked agents in
this desktop. To
remove existing
agents from this
desktop, select from
upper list and click
Remove.
Advanced Tab
Enterprise The name used to identify the item on the Unique. Up to 32 Auto- No
Name remote equipment. Leave blank to auto- characters, letters, generated
generate a unique name. numbers, and from the
Note. If the item is created by importing underscore name.
from the remote equipment, this name characters only.
will match the Unified CCMP name Must begin with
(Name on the Details tab). Changes to the letter or number.
name on the remote equipment will be
reflected here, but under some
circumstances, will not affect the Unified
CCMP name.
Department (Only shown for tenants that are not small Select from the drop- None No
contact center tenants, and are associated down list of
with Unified CCE instances running available
Unified CCE version 10.5 or later). The departments.
department that this resource is
associated with.
Active The date from which the desktop will be Select date from Current Yes
From Date active within the system. calendar. date
Active To The date after which the desktop will be Either leave Forever No
Date deleted from the system. Forever checked, or
uncheck Forever
and select date from
calendar.
Cisco Resource Guide 132

Field Description Entry Default Required

Custom Data Tab
Key The key for this custom data item. Unique. Up to 50 Null. No
characters,
alphanumeric,
period, and
underscore
characters only.
Must begin with
alphanumeric.
Value The value to associate with this key. Up to 500 Null Yes.
characters.
To add a new
custom data key-
value pair, complete
both fields, and click
Add. You can have
a maximum of ten
custom data key-
value pairs.
To edit an existing
key-value pair, rest
the mouse briefly on
the entry, select the
edit icon ( ) and
make your
changes. Then select
the tick to confirm
the change, or the
cross to undo the
change.
To delete an existing
key-value pair, rest
the mouse briefly on
the entry, select the
delete icon ( ),
then click OK to
confirm the deletion.
Cisco Resource Guide 133

Agent Teams
About Agent Teams
To see agent teams you will need to be an Unified CCMP user linked to an ICM Person with an
Agent who is a supervisor and has either primary or secondary supervisor roles within one or more
teams. You will then be able to see Agent teams for which they are a supervisor within the
current security context.
An agent team is a group of individuals that can be managed by a supervisor. Agents are assigned
to agent teams individually. When configuring agent teams, be aware of the following rules:
An agent cannot be a member of more than one team.
An agent team can have a single primary supervisor, or no primary supervisor.
An agent team can have any number of secondary supervisors.
An agent team can have multiple secondary supervisors but only one primary supervisor.
A supervisor for an agent team may be a member of that agent team, but does not need to be
a member.

Creating an Agent Team

To create an agent team:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the agent team.
2. In the Folder Tree panel, click Resource, and then click Agent Team.
3. Enter a unique name for the team.
4. Complete the remaining fields as described in section "Agent Team Fields".
5. To assign agents to the team, check the boxes of one or more agents in the Agents tab, and
click on Add above the list.

Note
The Selected Path drop-down opens up a folder tree so that you can also select agents from other
folders to add to the team.
6. Once an agent is added to the team, you must also check their Member box to make them a
member of the team. This is because it is possible to be involved with a team without being a
member, by supervising it.
7. If an agent is a supervisor, a drop-down list appears in the right-hand column. You can use
this to specify whether the agent has a supervisory role for this particular team.
Cisco Resource Guide 134

Note
A team may have multiple secondary supervisors, but only one primary supervisor. If you replace
an existing primary supervisor, the replaced supervisor will automatically become a secondary
supervisor for that team.
8. Click Save.

Editing an Agent Team

To edit an agent team:
1. In Resource Manager, go to the folder containing the agent team you want to edit, and view
the agent teams in that folder using the Items panel list view.
2. In the Items panel, click on the agent team you want to edit. The details of this agent team
are displayed in the Details panel.
3. Click through the tabs and edit the fields you want to change.
4. To remove agents from a team, click on the Agents tab and check the boxes of the agents
you wish to remove from the team. Click Remove.
5. Click Save.

Deleting an Agent Team

To delete one or more agent teams:
1. In Resource Manager, go to the folder containing the agent teams you want to delete, and
view the agent teams in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the agent teams to be deleted.
3. Click Delete.
4. In the Delete Agent Teams dialog box, click OK. The agent teams will be deleted.

Bulk Uploading Agent Teams

In addition to creating agent teams one at a time, you can also bulk load agent team records
previously output to a CSV (comma separated values) file. For more information see section
"About Bulk Upload".

Agent Team Fields

This table shows the tabs and fields available for agent teams.
Cisco Resource Guide 135

Field Description Entry Default Required

Details Tab
Name A unique name for the record. Unique. Up to 32 Null Yes
Note. This may not be the same as the characters,
name by which the item is known on the alphanumeric,
remote equipment (Enterprise Name on period, and
the Advanced tab). Changing this name underscore
will not change the enterprise name or characters only.
the name on the remote equipment. Must begin with
Changes to the name on the remote alphanumeric.
equipment will be reflected in the
enterprise name, but under some
circumstances, may not change the name
shown here.
Description A description of the team. Up to 255 Null No
characters.

Path Only shown when resource is first Click on the drop- Current Yes
created. The location in the folder tree down arrow to show location
where the resource is to be created. the folder tree, then in folder
select the required tree
location.
Peripheral The peripheral to associate with the Select from list. Default Yes
team. peripheral
Supervisor The dialed number identifier for the agent Select from list. None No
script team.
dialed
number
Agents Tab
Agents Individual agents associated with this Select from lower Null No
team. list of available
agents and click
Add to include the
checked agents in
this agent team. To
remove existing
agents from this
agent team, select
from upper list and
click Remove.
Cisco Resource Guide 136

Field Description Entry Default Required

Advanced Tab
Enterprise The name used to identify the item on the Unique. Up to 32 From Yes
Name remote equipment. Leave blank to auto- characters, Name and
generate a unique name. alphanumeric, Peripheral
Note. If the item is created by importing period, and
from the remote equipment, this name underscore
will match the Unified CCMP name characters only.
(Name on the Details tab). Changes to Must begin with
the name on the remote equipment will be alphanumeric.
reflected here, but under some
circumstances, will not affect the Unified
CCMP name.
Department (Only shown for tenants that are not Select from the None No
small contact center tenants, and are drop-down list of
associated with Unified CCE instances available
running Unified CCE version 10.5 or departments.
later). The department that this resource
is associated with.
Active The date from which this team must be Select date from Current Yes
From Date active within the network. calendar. date
Active To The date after which this team will be Either leave Forever No
Date deleted from the system. Forever checked, or
uncheck Forever
and select date from
calendar.
Cisco Resource Guide 137

Field Description Entry Default Required

Custom Data Tab
Key The key for this custom data item. Unique. Up to 50 Null. No
characters,
alphanumeric,
period, and
underscore
characters only.
Must begin with
alphanumeric.
Value The value to associate with this key. Up to 500 Null Yes.
characters.
To add a new
custom data key-
value pair, complete
both fields, and click
Add. You can have
a maximum of ten
custom data key-
value pairs.
To edit an existing
key-value pair, rest
the mouse briefly on
the entry, select the
edit icon ( ) and
make your
changes. Then select
the tick to confirm
the change, or the
cross to undo the
change.
To delete an existing
key-value pair, rest
the mouse briefly on
the entry, select the
delete icon ( ),
then click OK to
confirm the deletion.
 Cisco Resource Guide 138

Call Types
About Call Types
A call type is a category of incoming routable task. Specific call types are associated with dialed
numbers. In this association, each call type has a schedule that determines which routing script or
scripts are active for that call type at any time.
Ca lT y p e s a n d Dia le d Nu mb e rAs s o c ia tio n s

Call Types and Dialed Number Associations

There are two classes of call type/dialed number associations:
Voice: Voice call type/dialed number combinations such as phone calls are categorized by
the dialed number (DN), caller-entered digits (CED), and calling line ID (CLID). The CED
and CLID can be optional, depending on the call.
Non-voice: Non-voice type/dialed number combinations (such as e-mail and text chat) are
categorized by the Script Type Selector, Application String 1, and Application String 2.
Ca lT y p e s a n d Ro u tin g S c rip ts
Application String 1 and Application String 2 can be optional, depending on the application.

Call Types and Routing Scripts

Because the call type determines which routing script is run for a call, the call type defines call
treatment.
In routing scripts you can change the call type at specific points in the script to indicate that a
transaction has been completed. For example, if the customer is calling a bank and successfully
checks his or her account balance using a Self-Service script, you may want to change the call
type to indicate that the account balance transaction has completed and a new transaction has
begun. You can also change call type in a script to invoke a new routing script associated with
that call type. For example, if a call is not answered at an agent's desktop, you can change the call
type in the script to redirect the call to a different script designed for Redirection on No Answer.
The Redirection on No Answer script assigns a different agent to handle the call.

Creating a Call Type

To create a call type:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the call type.
2. In the Folder Tree panel, click Resource, and then click Call Type.
3. Enter a unique name of up to 32 characters for the call type. This can contain alphanumeric
characters, periods, and underscores only.
4. Complete the remaining fields as described in section "Call Type Fields".
Cisco Resource Guide 139

5. Click Save.
Once you have created a call type you can reference it in a dialed number configuration through
Unified CCE.

Editing a Call Type

To edit the details of an agent desktop:
1. In Resource Manager, go to the folder containing the call type you want to edit, and view
the call types in that folder using the Items panel list view.
2. In the Items panel, click on the call type you want to edit. The details of this call type are
displayed in the Details panel.
3. In the Details panel, click on the appropriate tab and make the desired changes.
4. Click Save.

Deleting a Call Type

Note
You cannot delete the default call type.
To delete one or more call types:
1. In Resource Manager, go to the folder containing the call types you want to delete, and
view the call types in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the call types to be deleted.
3. Click Delete.
4. In the Delete Call Types dialog box, click OK. The call types will be deleted.

Note
Deleting a call type automatically removes it from any dialed number mappings in which it is
referenced.

Bulk Uploading Call Types

In addition to creating call types one at a time, you can also bulk load call type records previously
output to a CSV (comma separated values) file. For more information see section "About Bulk
Upload".

Call Type Fields

This table shows the tabs and fields available for call types.
Cisco Resource Guide 140

Field Description Entry Default Required

Details Tab
Name A unique name for the record. Unique. Up to 32 Null Yes
Note. This may not be the same as the characters,
name by which the item is known on alphanumeric,
the remote equipment (Enterprise period, and
Name on the Advanced tab). Changing underscore
this name will not change the characters only.
enterprise name or the name on the Must begin with
remote equipment. Changes to the alphanumeric.
name on the remote equipment will be
reflected in the enterprise name, but
under some circumstances, may not
change the name shown here.
Description An internal description of the record. Up to 255 characters. Null No
Path Only shown when resource is first Click on the drop- Current Yes
created. The location in the folder tree down arrow to show location
where the resource is to be created. the folder tree, then in folder
select the required tree
location.
Bucket The count of Answered or Abandoned Select from list System No
Interval calls that are used as intervals for the Default
Call Type
Service level Optionally, use to indicate whether Select from Use Use No
threshold this call type will use a service level Global, None, and global
threshold other than the system Use Specified.
default. For Use specified,
you must also enter a
number in seconds
between 1 and
2147483647.
Service level Optionally, use to indicate how Select from Use Use No
type abandoned calls should be factored in global setting, Ignore global
calculating service levels. Abandoned Calls, setting
Abandoned Calls
Have Negative
Impact, and
Abandoned Calls
Have Positive
Impact.
Cisco Resource Guide 141

Field Description Entry Default Required

CCAI Configuration Tab
CCAI The the Agent Assist Service that Select the desired None No
Configuration allows agents to use Knowledge to configuration for
provide seamless response and Cisco Answers from
suggestions to customer queries. the dropdown.
This enables agents to use Cisco
Answers (based on Google AI) to
handle customer queries while on a
voice call.
Advanced Tab
Enterprise The name used to identify the item on Unique. Up to 32 Auto- No
Name the remote equipment. Leave blank to characters, generated
auto-generate a unique name. alphanumeric, from
Note. If the item is created by period, and Name
importing from the remote equipment, underscore
this name will match the Unified characters only.
CCMP name (Name on the Details Must begin with
tab). Changes to the name on the alphanumeric.
remote equipment will be reflected
here, but under some circumstances,
will not affect the Unified CCMP
name.
Department (Only shown for tenants that are not Select from the drop- None No
small contact center tenants, and are down list of available
associated with Unified CCE departments.
instances running Unified CCE version
10.5 or later). The department that this
resource is associated with.
Active From The date from which this Call Type Select date from Current Yes
Date should be active within the system calendar. date
Active To The date after which this Call Type Either leave Forever Forever No
Date should be deleted from the system checked, or uncheck
Forever and select
date from calendar
Cisco Resource Guide 142

Field Description Entry Default Required

Custom Data Tab
Key The key for this custom data item. Unique. Up to 50 Null. No
characters,
alphanumeric,
period, and
underscore
characters only.
Must begin with
alphanumeric.
Value The value to associate with this key. Up to 500 characters. Null Yes.
To add a new custom
data key-value pair,
complete both fields,
and click Add. You
can have a maximum
of ten custom data
key-value pairs.
To edit an existing
key-value pair, rest
the mouse briefly on
the entry, select the
edit icon ( ) and
make your
changes. Then select
the tick to confirm
the change, or the
cross to undo the
change.
To delete an existing
key-value pair, rest
the mouse briefly on
the entry, select the
delete icon ( ),
then click OK to
confirm the deletion.

Departments
About Departments
A department is a grouping of related resources according to user-defined business needs. You
can create a department and configure it to use various resources to reflect your particular
organization.
Cisco Resource Guide 143

Department resources include:

Agents
Agent desktops
Agent teams
Precision attributes
Call types
Dialed numbers
Enterprise skill groups
Network VRU scripts
Persons
Precision queues
Services
Skill groups
For example, you may create a department called Sales then include in it all the agents, agent
teams, call types, dialed numbers and skill groups that relate to the sales function. A resource can
only be included in one department.

Note
Department resources can only be created on tenants that are associated with a Unified CCE
instance running Unified CCE version 10.0 or later.
To add a resource to a department or remove a resource from a department, you must edit the
resource you want to add or remove, not the department.
A resource created in a small contact center enabled tenant or folder is by default mapped to the
associated small contact center department.

Creating a Department
To create a department:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the department.
2. In the Folder Tree panel, click Resource, and then click Department.
3. Enter a unique name of up to 32 characters for the department. This must consist of
alphanumeric characters, periods, and underscores only.
4. Complete the remaining fields as described in section "Department Fields".
5. Click Save.
Cisco Resource Guide 144

Editing a Department
To edit a department:
1. In Resource Manager, go to the folder containing the department you want to edit, and view
the departments in that folder using the Items panel list view.
2. In the Items panel, click on the department you want to edit. The details of this department
are displayed in the Details panel.
3. Click through the tabs and edit the fields you want to change.
4. Click Save.

Note
To add a resource to a department or remove a resource from a department, you must edit the
resource you want to add or remove, not the department.

Deleting a Department

Note
You cannot delete a department that has any resources associated with it. All resources must be
removed from the department before it can be deleted.
To delete one or more departments:
1. In Resource Manager, go to the folder containing the departments you want to delete, and
view the departments in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the departments to be deleted.
3. Click Delete.
4. In the Delete Departments dialog box, click OK. The departments will be deleted.

Bulk Uploading Departments

In addition to creating departments one at a time, you can also bulk load department records
previously output to a CSV (comma separated values) file. For more information see section
"About Bulk Upload".

Department Fields
This table shows the tabs and fields available for departments.
Cisco Resource Guide 145

Field Description Entry Default Required

Details Tab
Name A unique name for the record. Unique. Up to Null Yes
Note. This may not be the same as the name by 32 characters,
which the item is known on the remote alphanumeric,
equipment (Enterprise Name on the Advanced period, and
tab). Changing this name will not change the underscore
enterprise name or the name on the remote characters only.
equipment. Changes to the name on the remote Must begin with
equipment will be reflected in the enterprise alphanumeric.
name, but under some circumstances, may not
change the name shown here.
Description A description of the record. Up to 255 Null No
characters.
Path Only shown when resource is first created. The Click on the Current Yes
location in the folder tree where the resource is drop-down location
to be created. arrow to show in folder
the folder tree, tree
then select the
required
location.
Advanced Tab
Enterprise The name used to identify the item on the Unique. Up to From Yes
Name remote equipment. Leave blank to auto-generate 32 characters, Name
a unique name. alphanumeric,
Note. If the item is created by importing from period, and
the remote equipment, this name will match the underscore
Unified CCMP name (Name on the Details characters only.
tab). Changes to the name on the remote Must begin with
equipment will be reflected here, but under alphanumeric.
some circumstances, will not affect the Unified
CCMP name.
Active The date from which the Department will be Select date from Current Yes
From Date active in the system. calendar. date
Active To The date after which the Department should be Either leave Forever No
Date deleted from the system. Forever
checked, or
uncheck
Forever and
select date from
calendar.
Cisco Resource Guide 146

About Device Profiles

A device profile is a telephone template that a user can use to retain their specific phone
configuration across a number of different physical phones. A device profile may be associated
with more than one user allowing it to be shared by multiple Unified Communications Manager
users. A device profile may contain a number of directory number mappings.

Creating a Device Profile

To create a device profile:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the device profile.
2. In the Folder Tree panel, click Resource, and then click Device Profile.
3. On the Directory Numbers tab, optionally add directory numbers by checking the boxes of
numbers to add and clicking Add.
4. On the Persons tab, optionally add associated users that may use the device profile by
checking the boxes of those persons and clicking Add.
5. Complete the remaining fields as described in section "Device Profile Fields".
6. Click Save.

Deleting a Device Profile

To delete one or more device profiles:
1. In Resource Manager, go to the folder containing the device profiles you want to delete,
and view the device profiles in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the device profiles to be deleted.
3. Click Delete.
4. In the Delete Device Profiles dialog box, click OK. The device profiles will be deleted.

Device Profile Fields

This table shows the tabs and fields available for the Device Profile resource.
Cisco Resource Guide 147

Field Description Entry Default Required

Details Tab
Name A unique name for the device Unique. Up to 32 Yes
profile. characters, alphanumeric,
Note. This may not be the same as period, and underscore
the name by which the item is characters only.
known on the remote equipment Must begin with
(Enterprise Name on the Advanced alphanumeric.
tab). Changing this name will not
change the enterprise name or the
name on the remote equipment.
Changes to the name on the remote
equipment will be reflected in the
enterprise name, but under some
circumstances, may not change the
name shown here.
Description An internal description of the Up to 128 characters. Null No
device profile.
Path Only shown when resource is first Click on the drop-down Current Yes
created. The location in the folder arrow to show the folder location
tree where the resource is to be tree, then select the in folder
created. required location. tree
Directory Numbers Tab
Directory The lines to be associated with the To associate a directory Null No
Numbers device profile. number with this device
profile, select a directory
number from the lower list
of available directory
numbers and click Add.
To remove a directory
number association from
this device profile, select
the directory number from
the upper list and click
Remove.
Index The port on the IP Phone that the Number. Next in No
line is plugged into. sequence.
Cisco Resource Guide 148

Field Description Entry Default Required

Persons Tab
Persons The persons to be associated with To associate a person with Null No
the device profile. this device profile, select a
user from the lower list of
available users and click
Add. To remove a person
association from this
device profile, select the
person from the upper list
and click Remove.
Advanced Tab
Enterprise The name used to identify the item Unique. Up to 50 — —
Name on the remote equipment. Leave characters, alphanumeric,
blank to auto-generate a unique period, and underscore
name. characters only.
Note. If the item is created by Must begin with
importing from the remote alphanumeric.
equipment, this name will match the
Unified CCMP name (Name on the
Details tab). Changes to the name
on the remote equipment will be
reflected here, but under some
circumstances, will not affect the
Unified CCMP name.
Active The date from which the device Select date from calendar. Current Yes
From Date profile will be active in the system. date
Active To The date after which the device Either leave Forever Forever No
Date profile should be deleted from the checked, or uncheck
system. Forever and select date
from calendar.
Cisco Resource Guide 149

Field Description Entry Default Required

Custom Data Tab
Key The key for this custom data item. Unique. Up to 50 Null. No
characters, alphanumeric,
period, and underscore
characters only. Must
begin with alphanumeric.
Value The value to associate with this Up to 500 characters. Null Yes.
key. To add a new custom data
key-value pair, complete
both fields, and click Add.
You can have a maximum
of ten custom data key-
value pairs.
To edit an existing key-
value pair, rest the mouse
briefly on the entry, select
the edit icon ( ) and
make your changes. Then
select the tick to confirm
the change, or the cross to
undo the change.
To delete an existing key-
value pair, rest the mouse
briefly on the entry, select
the delete icon ( ), then
click OK to confirm the
deletion.

Dialed Numbers
About Dialed Numbers
A dialed number is the number a caller dials to initiate a call. It is sent as part of the call detail
information in the route request message sent from the routing client. The dialed number plays an
integral role in routing calls. Dialed numbers are required pieces of call types, which are used to
identify the appropriate routing script for each call. In addition to answered calls, dialed numbers
also need to be set up for ring on no answer, dialed number plan entries, and for
supervisor/emergency calls.

Creating a Dialed Number

To create a dialed number:
Cisco Resource Guide 150

1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the dialed number.
2. In the Folder Tree panel, click Resource, and then click Dialed Number.
3. Enter unique name of up to 32 characters for the dialed number. This must consist of
alphanumeric characters, periods, and underscores only.
4. For wild card dialed numbers, follow the pattern below:

Example
7xx
5. Complete the remaining fields as described in section "Dialed Number Fields".
6. Click Add to specify the call types and other dialing information to be associated with this
dialed number.

Note
The order of the entries in the dialed number mapping table reflects the order in which call types
are processed for the dialed number.
7. Click Save.

Editing a Dialed Number

To edit the details of an agent desktop:
1. In Resource Manager, go to the folder containing the dialed number you want to edit, and
view the dialed numbers in that folder using the Items panel list view.
2. In the Items panel, click on the call type you want to edit. The details of this dialed number
are displayed in the Details panel.
3. In the Details panel, click on the appropriate tab and make the desired changes.
4. Click Save.

Deleting a Dialed Number

Note
You cannot delete a Dialed Number that is referenced in a script. This reference must be
removed before the Dialed Number can be deleted.
To delete one or more dialed numbers:
1. In Resource Manager, go to the folder containing the dialed numbers you want to delete,
and view the dialed numbers in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the dialed numbers to be deleted.
Cisco Resource Guide 151

3. Click Delete.
4. In the Delete Dialed Numbers dialog box, click OK. The dialed numbers will be deleted.

Bulk Uploading Dialed Numbers

In addition to creating dialed numbers one at a time, you can also bulk load dialed number records
previously output to a CSV (comma separated values) file. For more information see section
"About Bulk Upload".

Dialed Number Fields

This table shows the tabs and fields available for dialed numbers.

Field Description Entry Default Required

Details Tab
Name A unique name for the record. Unique. Up to 32 Null Yes
Note. This may not be the same as the characters,
name by which the item is known on alphanumeric, period,
the remote equipment (Enterprise and underscore
Name on the Advanced tab). Changing characters only. Must
this name will not change the begin with
enterprise name or the name on the alphanumeric.
remote equipment. Changes to the
name on the remote equipment will be
reflected in the enterprise name, but
under some circumstances, may not
change the name shown here.
Description A description of the record. Up to 255 characters. Null No
Path Only shown when resource is first Click on the drop-down Current Yes
created. The location in the folder tree arrow to show the folder location
where the resource is to be created. tree, then select the in folder
required location. tree
Dialed For voice MRD only, the string value Up to 32 characters. Null Yes
Number by which the Agent/IVR Controller
identifies this Dialed Number. This
must be the value the Agent/IVR
Controller uses for calls to this
number. For example: 8005551212
Permit Indicates whether Application Routing Check box. Disabled No
Application is allowed
Routing
Cisco Resource Guide 152

Field Description Entry Default Required

Routing The routing client (such as NIC or PG) Drop-down list. First in Yes
Client that this number should use to submit Note. Cannot be edited list
routing requests to the Unified CCE after dialed number has
been created.
Media A description of how contact is made Select from a drop-down Cisco_ Yes
Routing list. Voice
Domain Note. Cannot be edited
after dialed number has
been created.
Agent Desktops Tab
Agent The Agent Desktops associated with Select from lower list of Null No
Desktops this Dialed Number. available agent desktops
and click Add to
associate the checked
agent desktops with this
dialed number. To
remove an agent desktop
association from this
dialed number, select
from upper list and click
Remove.
Agent Teams Tab
Agent The Agent Teams associated with this Select from lower list of Null No
Teams Dialed Number. available agent teams
and click Add to
associate the checked
agent teams with this
dialed number. To
remove an agent team
association from this
dialed number, select
from upper list and click
Remove.
Cisco Resource Guide 153

Field Description Entry Default Required

Labels Tab
Labels The Labels associated with this Dialed Select from lower list of Null No
Number. available labels and
click Add to associate
the checked labels with
this dialed number. To
remove a label
association from this
dialed number, select
from upper list and click
Remove.
Call Types Tab
Call Types The Call Types associated with this Either click: Null No
Dialed Number. These specify onward Add to add a details
routing for certain calls. The call types for a new call type
are listed in priority order.
or select an existing call
type from list and click:
Edit to edit existing
call type details
Remove to delete
existing call type
details
The Call Type dialog
box is displayed.
Note. You can select a
call type from the list
then click Up Arrow (
) to move the call
type up the priority list
or click Down Arrow (
) to move the call
type down the priority
list.
Call Types Tab > Call Type dialog box
Call Type The call type for this call type routing. Select from list. First in Yes
list
Cisco Resource Guide 154

Field Description Entry Default Required

Calling The calling line identification (CLID) Select one of the All Yes
Line ID to associate with this call type and options.
routing. All: route all calls
Region: route all calls
from specified region
Prefix: route all calls
where number starts
with this prefix
Match: route calls from
this number only
Caller The caller entered digits (CED) to Select one of the All Yes
Entered associate with this call type and options.
Digits routing. All: route all calls
regardless of CED
None: route calls with
no CED.
CED: route calls with
this CED only.
If you choose None, you
can also optionally
check one or both of:
None Required: caller
wasn’t asked for any
CED
None Entered: caller
was asked for CED but
didn’t respond
Advanced Tab
Enterprise The name used to identify the item on Unique. Up to 32 From Yes
Name the remote equipment. Leave blank to characters, Name
auto-generate a unique name. alphanumeric, period,
Note. If the item is created by and underscore
importing from the remote equipment, characters only.
this name will match the Unified Must begin with
CCMP name (Name on the Details alphanumeric.
tab). Changes to the name on the
remote equipment will be reflected
here, but under some circumstances,
will not affect the Unified CCMP
name.
Cisco Resource Guide 155

Field Description Entry Default Required

Department (Only shown for tenants that are not Select from the drop- None No
small contact center tenants, and are down list of available
associated with Unified CCE departments.
instances running Unified CCE version
10.5 or later). The department that this
resource is associated with.
Active The date from which the Dialed Select date from Current Yes
From Date Number will be active in the system. calendar. date
Active To The date after which the Dialed Either leave Forever Forever No
Date Number should be deleted from the checked, or uncheck
system. Forever and select date
from calendar.
Custom Data Tab
Key The key for this custom data item. Unique. Up to 50 Null. No
characters,
alphanumeric, period,
and underscore
characters only. Must
begin with
alphanumeric.
Value The value to associate with this key. Up to 500 characters. Null Yes.
To add a new custom
data key-value pair,
complete both fields, and
click Add. You can
have a maximum of ten
custom data key-value
pairs.
To edit an existing key-
value pair, rest the
mouse briefly on the
entry, select the edit
icon ( ) and make your
changes. Then select the
tick to confirm the
change, or the cross to
undo the change.
To delete an existing
key-value pair, rest the
mouse briefly on the
entry, select the delete
icon ( ), then
click OK to confirm the
deletion.
Cisco Resource Guide 156

Note
The Self Care tab is only shown for existing resources. It is not shown when the resource is first
created.

About Directory Numbers

A directory number is an extension line which is attached to an IP phone.

Creating a Directory Number

To create a directory number:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the directory number.
2. In the Folder Tree panel, click Resource, and then click Directory Number.
3. Select whether the number is contact center enabled.
4. Complete the remaining fields as described in section "Directory Number Fields".
5. Click Save.

Deleting a Directory Number

To delete one or more directory numbers:
1. In Resource Manager, go to the folder containing the directory numbers you want to delete,
and view the directory numbers in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the directory numbers to be deleted.
3. Click Delete.
4. In the Delete Directory Numbers dialog box, click OK. The directory numbers will be
deleted.

Directory Number Fields

This table shows the tabs and fields available for directory numbers.

Field Description Entry Default Required?

Details Tab
Name A unique name for Unique. Up to 32 characters, Null Yes
the record. alphanumeric, period, and
underscore characters only.
Must begin with
alphanumeric.
Cisco Resource Guide 157

Field Description Entry Default Required?

Description An internal Up to 128 characters. Null No
description of the
record.
Path Only shown when Click on the drop-down Current location Yes
resource is first arrow to show the folder in folder tree
created. The tree, then select the required
location in the folder location.
tree where the
resource is to be
created.
Contact Center Determines whether Check box. Cleared No
Enabled a Device Target This check box must be
must be created on selected for:
the Unified CCE for
this number. any directory number
added using a separate
provisioning system
any directory number that
will be used by mobile
agents (for more
information, see
Administration Guide for
Cisco Unified Contact
Center Management
Portal).
Advanced Tab
Communications The Cisco Unified Select from the list of Default Yes
Manager Communications Communications Managers Communications
Manager to be available for the tenant. Manager
associated with the
Directory Number.
Route Partition The group of Select from list. Default Yes
numbers (such as Peripheral
area codes or
internal numbers)
that this Directory
Number is to be
associated with.
Automatically Whether to Check box. Either leave box Checked Yes
Allocate a automatically checked or clear to enter
Number Pattern/ allocate the number number of 1-24 digits
Number Pattern to be used for this manually in the Number
Directory Number. Pattern text box.
Cisco Resource Guide 158

Field Description Entry Default Required?

Active From The date from which Select date from calendar. Current date Yes
Date the Directory
Number will be
active in the system.
Active To Date The date after which Either leave Forever Forever No
the Directory checked, or clear Forever
Number should be and select date from
deleted from the calendar.
system.
Custom Data Tab
Key The key for this Unique. Up to 50 characters, Null. No
custom data item. alphanumeric, period, and
underscore characters only.
Must begin with
alphanumeric.
Value The value to Up to 500 characters. Null Yes.
associate with this To add a new custom data
key. key-value pair, complete
both fields, and click Add.
You can have a maximum of
ten custom data key-value
pairs.
To edit an existing key-value
pair, rest the mouse briefly
on the entry, select the edit
icon ( ) and make your
changes. Then select the tick
to confirm the change, or the
cross to undo the change.
To delete an existing key-
value pair, rest the mouse
briefly on the entry, select
the delete icon ( ), then
click OK to confirm the
deletion.

Enterprise Skill Groups

About Enterprise Skill Groups
An enterprise skill group is a logical grouping of skill groups joined together for reporting
purposes. Enterprise skill groups can include skill groups from different media routing domains.
Cisco Resource Guide 159

Creating an Enterprise Skill Group

To create an enterprise skill group:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the enterprise skill group.
2. In the Folder Tree panel, click Resource, and then click Enterprise Skill Group.
3. Enter a unique name for the group.
4. Complete the remaining fields as described in section "Enterprise Skill Group Fields".
5. To assign skill groups to the group, click the Add button below the Skill Groups box and
select one or more skill groups.

Note
The Selected Path drop-down at the top enables you to select skill groups from other folders to
add to the enterprise skill group.
6. Click Save.

Deleting an Enterprise Skill Group

To delete one or more enterprise skill groups:
1. In Resource Manager, go to the folder containing the enterprise skill groups you want to
delete, and view the enterprise skill groups in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the enterprise skill groups to be deleted.
3. Click Delete.
4. In the Delete Enterprise Skill Groups dialog box, click OK. The enterprise skill groups will
be deleted.

Bulk Uploading Enterprise Skill Groups

In addition to creating enterprise skill groups one at a time, you can also bulk load enterprise skill
group records previously output to a CSV (comma separated values) file. For more information
see section "About Bulk Upload".

Enterprise Skill Group Fields

This table shows the tabs and fields available for enterprise skill groups.
Cisco Resource Guide 160

Field Description Entry Default Required

Details Tab
Name A unique name for the record. Unique. Up to 32 Null Yes
Note. This may not be the same as the characters, letters,
name by which the item is known on the numbers, periods, and
remote equipment (Enterprise Name on underscore characters
the Advanced tab). Changing this name only. Must begin with
will not change the enterprise name or letter or number.
the name on the remote equipment.
Changes to the name on the remote
equipment will be reflected in the
enterprise name, but under some
circumstances, may not change the
name shown here.
Description A description of this enterprise skill Up to 255 characters. Null No
group.
Path Only shown when resource is first Click on the drop- Current Yes
created. The location in the folder tree down arrow to show location
where the resource is to be created. the folder tree, then in folder
select the required tree
location.
Skill Groups Tab
Skill Skill groups associated with this Select from lower list Null No
Groups enterprise skill group. of available skill
groups and click Add
to include the checked
skill groups. To
remove existing skill
groups, select from
upper list and click
Remove.
Advanced Tab
Enterprise The name used to identify the item on Unique. Up to 32 Auto No
Name the remote equipment. Leave blank to characters, letters, generated
auto-generate a unique name. numbers, periods, and
Note. If the item is created by importing underscore characters
from the remote equipment, this name only. Must begin with
will match the Unified CCMP name letter or number.
(Name on the Details tab). Changes to
the name on the remote equipment will
be reflected here, but under some
circumstances, will not affect the
Unified CCMP name.
Cisco Resource Guide 161

Field Description Entry Default Required

Department (Only shown for tenants that are not Select from the drop- None No
small contact center tenants, and are down list of available
associated with Unified CCE instances departments.
running Unified CCE version 10.5 or
later). The department that this resource
is associated with.
Active The date from which the Enterprise Skill Select date from Current No
From Date Group should be active in the system. calendar. date
Active To The date from which the Enterprise Skill Either leave Forever Forever No
Date Group should be deleted from the checked, or uncheck
system. Forever and select
date f from calendar.
Cisco Resource Guide 162

Field Description Entry Default Required

Custom Data Tab
Key The key for this custom data item. Unique. Up to 50 Null. No
characters,
alphanumeric, period,
and underscore
characters only. Must
begin with
alphanumeric.
Value The value to associate with this key. Up to 500 characters. Null Yes.
To add a new custom
data key-value pair,
complete both fields,
and click Add. You
can have a maximum
of ten custom data
key-value pairs.
To edit an existing
key-value pair, rest
the mouse briefly on
the entry, select the
edit icon ( ) and
make your
changes. Then select
the tick to confirm the
change, or the cross
to undo the change.
To delete an existing
key-value pair, rest
the mouse briefly on
the entry, select the
delete icon ( ), then
click OK to confirm
the deletion.

Editing an Enterprise Skill Group

To edit the details of an agent desktop:
1. In Resource Manager, go to the folder containing the enterprise skill group you want to
edit, and view the enterprise skill group in that folder using the Items panel list view.
2. In the Items panel, click on the call type you want to edit. The details of this enterprise skill
group are displayed in the Details panel.
3. In the Details panel, click on the appropriate tab and make the desired changes.
4. Click Save.
Cisco Resource Guide 163

Expanded Call Variables

About Expanded Call Variables
An expanded call variable (ECC) is a named object which is used by a VRU script to exchange
call information with the Unified CCE.

Note
You cannot edit default expanded call variables. You can only create and delete them.

Creating an Expanded Call Variable

To create an expanded call variable:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the expanded call variable.
2. In the Folder Tree panel, click Resource, and then click Expanded Call Variable.
3. Complete the remaining fields as described in section "Expanded Call Variable Fields".
Active from and to dates can be set in the Advanced tab.
4. Click Save.

Deleting an Expanded Call Variable

To delete one or more expanded call variables:
1. In Resource Manager, go to the folder containing the expanded call variables you want to
delete, and view the expanded call variables in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the expanded call variables to be deleted.
3. Click Delete.
4. In the Delete Expanded Call Variables dialog box, click OK. The expanded call variables
will be deleted.

Expanded Call Variable Fields

This table shows the tabs and fields available for expanded call variables.
Cisco Resource Guide 164

Field Description Entry Default Required?

Details Tab
Name The name of the call Unique. Up to 27 characters, letters, Null Yes
variable. numbers, period, and underscore
characters only. Must begin with letter
or number. Will be automatically
prefixed with ‘user.’ by the system.
Description The description of the Up to 255 characters Null No
call variable
Path Only shown when Click on the drop-down arrow to show Current Yes
resource is first the folder tree, then select the required location
created. The location location. in folder
in the folder tree tree
where the resource is
to be created.
Maximum The maximum length A whole number between 1 and 210. Null Yes
Length of the value of the call
variable, in bytes.
Provided Whether the call Check box. Cleared No
by Cisco variable provided by
Cisco. This is normally
determined by the
system.
Persistent Whether the variable is Check box. Cleared No
written to the historical
database with the
TCD/RCD record
Enabled Whether the call Check box. Checked No
variable is currently
enabled
ECC Array Whether the variable is Check box. Cleared No
an array
Maximum The maximum number Up to 255. Null If ECC
Array Size of elements in the Array
array represented by checked
the call variable.
Advanced Tab
Active The date from which Select date from calendar. Current No
From Date the variable will be date
active in the system.
Cisco Resource Guide 165

Field Description Entry Default Required?

Active To The date after which Either leave Forever checked, or Forever No
Date the variable should be uncheck Forever and select date from
deleted from the calendar.
system.
Custom Data Tab
Key The key for this Unique. Up to 50 characters, Null. No
custom data item. alphanumeric, period, and underscore
characters only. Must begin with
alphanumeric.
Value The value to associate Up to 500 characters. Null Yes.
with this key. To add a new custom data key-value
pair, complete both fields, and click
Add. You can have a maximum of ten
custom data key-value pairs.
To edit an existing key-value pair, rest
the mouse briefly on the entry, select
the edit icon ( ) and make your
changes. Then select the tick to
confirm the change, or the cross to
undo the change.
To delete an existing key-value pair,
rest the mouse briefly on the entry,
select the delete icon ( ), then
click OK to confirm the deletion.

ECC Payloads
About ECC Payloads
Expanded call context variables (ECC) store values associated with the contact. Typically, ECC
values are passed from leg to leg on the call. After a value is assigned, the value is recorded in
the Termination Call Variable for every Termination Call Detail Segment. However, this depends
on how each new call segment is created. If it does not involve translation routes or the Unified
CCE, and is outside the original peripheral, ECC variables, like all call variables, cannot be
propagated.
In a system integrated with Unified CCE, ECC payloads can be invaluable in managing ECC
variable space. Each payload can be up to 2000 bytes in size, allowing for easier transfer and
storage of ECC variables. There are two formulae to determine how many bytes each ECC
payload would require based on the ECC variables associated with the payload. Each formula has
a max limit. The size of the ECC Payload must be below the limit defined for both calculations.
Cisco Resource Guide 166

Routing Client:
Payload Size = Sum(Scalar Size) + Sum(Array size)
when Scalar size = 5 + Max Length
when Array Size = 5 + (1 + Max Length) * Max array size
Payload Size must be <= 2000 Bytes
CTI Server:
Scalar size = ECC Variable Enterprise Name length + Max Length + 4
Array Size = (5 + Max Length + ECC Variable Enterprise Name length) * Max array
size
Payload Size = Sum(Scalar Size) +Sum(Array size) Payload Size must be <= 2500
Bytes
Payload Size must be <= 2500 Bytes
Both limits must be validated to be less than the respective limit.

Note
ECC Payloads cannot be created in Packaged CCE environments. Systems integrated with
Packaged CCE cannot create, edit, or delete ECC Payloads.

Creating an ECC Payload

To create an ECC payload:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the ECC payload.
2. In the Folder Tree panel, click Resource, and then click ECC Payload.
3. Complete the remaining fields as described in section "ECC Payload Fields". Active from
and to dates can be set in the Advanced tab.
4. Click Save.

Deleting an ECC Payload

To delete one or more expanded call context payloads:
1. In Resource Manager, go to the folder containing the ECC payloads you want to delete, and
view the payloads in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the expanded call variable payloads to be
deleted.
3. Click Delete.
4. In the Delete ECC Payload dialog box, click OK. The expanded call variable payloads are
deleted.
Cisco Resource Guide 167

ECC Payload Fields

This table shows the tabs and fields available for expanded call context variables.

Field Description Entry Default Required?

Details Tab
Name The name of the payload. Unique. Up to 32 Null Yes
characters, letters,
numbers, period,
and underscore
characters only.
Must begin with
letter or number.
Description The description of the payload. Up to 255 Null No
characters
Members Tab
Add or remove the ECC variables to the list to associate with the ECC payload. Each payload has
a limit of 2000 bytes. If the payload exceeds this capacity, remove excess variables from the
payload until under this limit.
Advanced Tab
Enterprise The name used to identify the item on the Unique. Up to 32 Auto No
Name remote equipment. Leave blank to auto- characters, letters, generated
generate a unique name. numbers, periods,
Note. If the item is created by importing and underscore
from the remote equipment, this name will characters only.
match the Unified CCMP name (Name on Must begin with
the Details tab). Changes to the name on letter or number.
the remote equipment will be reflected
here, but under some circumstances, will
not affect the Unified CCMP name.
Department (Only shown for tenants that are not small Select from the None No
contact center tenants, and are associated drop-down list of
with Unified CCE instances running available
Unified CCE version 10.5 or later). The departments.
department that this resource is associated
with.
Date From The date from which the payload is active Select date from Current No
in the system. calendar. date
Cisco Resource Guide 168

Field Description Entry Default Required?

Forever Check box to ensure the payload has no Click the Null No
expiration date. checkbox.
Date To The date after which the payload should Either leave Forever No
be deleted from the system. Forever checked,
or uncheck
Forever and
select date from
calendar.

About IP Phones
A IP phone (or telephone) is the IP device that the contact center agent uses to make or receive
calls. The IP phone has a single line (typically line 1 if using a Cisco multi-line phone), whose
number is known to the call routing software. The agent logs into the contact center using the login
name and password allocated by the Manage Agent page and the line number allocated in this
page. Line numbers may be allocated automatically by Unified CCMP or entered manually
through the user interface.

Creating an IP Phone
To create an IP phone:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the IP phone.
2. In the Folder Tree panel, click Resource, and then click IP Phone.
3. Select the phone type from the drop-down.
4. Complete the remaining fields as described in section "IP Phone Fields".
5. Optionally add directory numbers by checking the boxes of numbers to add and clicking
Add.
6. Click Save.

Deleting an IP Phone
To delete one or more IP phones:
1. In Resource Manager, go to the folder containing the IP phones you want to delete, and
view the IP phones in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the IP phones to be deleted.
3. Click Delete.
4. In the Delete IP Phones dialog box, click OK. The IP phones will be deleted.
Cisco Resource Guide 169

IP Phone Fields
This table shows the tabs and fields available for IP phones.

Field Description Entry Default Required

Details Tab
Name A unique name for Unique. Between 1 and 32 Null Yes
the record. alphanumeric characters.
Path Only shown when Click on the drop-down arrow Current location Yes
resource is first to show the folder tree, then in folder tree
created. The select the required location.
location in the folder
tree where the
resource is to be
created.
Description An internal Up to 128 characters. Null No
description of the
record.
Communications The Select from the list of Default Yes
Manager Communications Communications Managers Communications
Manager to be available for the tenant. Manager
associated with the
IP Phone.
Peripheral The Peripheral to be Select from the list of Default No
associated with the Peripherals associated with Peripheral
IP Phone. the selected Unified
Communications Manager.
Product Type of Telephone Select from list. Null Yes
Protocol The type of protocol Select from list. Depends on Yes
the telephone should product.
use for
communication.
Button Template The configuration to Select from list of button Null Yes
use for the buttons templates set up.
MAC Address The MAC Address 12-digit hexadecimal number. Null Yes
of the IP phone used
to uniquely identify
it.
Cisco Resource Guide 170

Field Description Entry Default Required

Extension Used to configure Check box. Depends on No.
Mobility the Extension template
Mobility service on selected.
the phone. When
selected, users may
log on to the phone
using their
associated device
profile.
Directory Numbers Tab
Directory The lines to be To associate a directory Null No
Numbers associated with the number with this IP phone,
IP Phone. select a directory number from
the lower list of available
directory numbers and click
Add. To remove a directory
number association from this
IP phone, select the directory
number from the upper list and
click Remove.
Index The port on the IP Number. Next in No
Phone that the line sequence.
is plugged into.
Advanced Tab
Device Pool A pool of phones Select from the list of Device Default Device No
that have similar Pools available to the logged Pool
character. in user.
Active From The date from Select date from calendar. Current date Yes
Date which the IP Phone
will be active in the
system.
Active To Date The date after Either leave Forever checked, Forever No
which the IP Phone or clear Forever and select
should be deleted date from calendar.
from the system.
Cisco Resource Guide 171

Field Description Entry Default Required

Custom Data Tab
Key The key for this Unique. Up to 50 characters, Null. No
custom data item. alphanumeric, period, and
underscore characters only.
Must begin with alphanumeric.
Value The value to Up to 500 characters. Null Yes.
associate with this To add a new custom data
key. key-value pair, complete both
fields, and click Add. You can
have a maximum of ten
custom data key-value pairs.
To edit an existing key-value
pair, rest the mouse briefly on
the entry, select the edit icon (
) and make your
changes. Then select the tick
to confirm the change, or the
cross to undo the change.
To delete an existing key-
value pair, rest the mouse
briefly on the entry, select the
delete icon ( ), then
click OK to confirm the
deletion.

More About IP Phones

Using Unified CCMP with Other Provisioning Systems
When using a separate provisioning system to add IP phones to a Unified Communications
Manager, check the Contact Center Enabled check box for all the Directory Numbers
provisioned by the external system to ensure that they are added correctly to Unified CCE. Do not
use Unified CCMP to make any other changes to phones on that Unified Communications
Manager.

Advanced Information
The Unified CCMP web application automatically links or adds default additional information to
Unified CCE as follows:
Links the Unified Communications Manager calling search space from the tenant owning
folder
Links the Unified Communications Manager route partition from the tenant owning folder
Links the Unified Communications Manager location from the parent folder
Cisco Resource Guide 172

Links the Unified Communications Manager owner user ID from the PG user id allocated to
the tenant
Creates a Unified CCE device target for the phone/line.
Creates a Unified CCE label for each combination of device target and routing client (to
route calls to a Unified CCE agent, you must have defined a label associated with the device
target).

IVR Apps
About IVR Apps
A IVR app is a voice XML (VXML) application that runs on a CVP IVR app server and is used
to control call routing. IVR apps can be created using Cisco Unified Call Studio.
Unified CCMP enables you to upload an existing IVR app to a CVP IVR app server and to edit
the IVR app details.
Snippet about media files.IVR apps are uploaded as zip files that contain the various application
components. One zip file can contain more than one IVR app.

Creating an IVR App

Note
This process creates an Unified CCMP IVR app resource and uploads the associated IVR app
file to an IVR app server. The IVR app file must already exist and be formatted as a .zip file.
The IVR app file may contain more than one IVR app, and if so, multiple Unified CCMP IVR
app resources will be created.
To create (upload) an IVR app:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the IVR app resource. This folder must be located on a tenant that has a remote equipment
mapping to a CVP Operations Console.
2. In the Folder Tree panel, click Resource, and then click IVR App. If the IVR App option is
not available, then check that the selected folder is on a tenant that is mapped to a CVP
Operations Console.
3. If you want to change the location in the Unified CCMP folder tree where the IVR app will
be created, click the drop-down arrow beside Path and select the new location.
4. Select the IVR app server or servers where you want the IVR app to be uploaded to.
Cisco Resource Guide 173

5. Click Add Files (may appear as Browse in some older browsers), select a .zip file
containing one or more IVR apps to be uploaded and click Open. The selected file is added
to the list of files to be uploaded. You can click Add Files (or Browse) again to add more
files if required, or Cancel to remove a file from the list to be uploaded.
6. Click Upload to upload the files to the selected IVR app servers. As each file is uploaded,
you will see the upload status.
7. If an upload succeeds, the file is unzipped and each IVR app in the file is copied to the IVR
app server. The corresponding resources or resources (one for each IVR app in the file) will
be imported into Unified CCMP in the next import cycle. If an upload fails, you can rest the
mouse briefly on the upload status to see more information.

Editing an IVR App

To edit an IVR app:
1. In Resource Manager, go to the folder containing the IVR app you want to edit, and view
the IVR apps in that folder using the Items panel list view.

Note
IVR apps can only exist on tenants that have a remote equipment mapping to a CVP Operations
Console.
2. In the Items panel, click on the IVR app you want to edit. The details of this IVR app are
displayed in the Details panel.
3. Make your required changes, then click Save.

Deleting an IVR App

1. In Resource Manager, go to the folder containing the IVR apps you want to delete, and
view the IVR apps in that folder using the Items panel list view.
2. In the Items panel, select the check boxes beside the IVR app or apps to be deleted.
3. Click Delete.
4. In the confirmation dialog box, click OK. The selected IVR apps will be deleted.

IVR App Fields

This table shows the tabs and fields available for IVR apps.
Cisco Resource Guide 174

Field Description Entry Default Required

Details Tab
Name A unique enterprise name for the Unique. Up to 100 Null Yes
record. characters.
Description A description of the IVR app. Up to 255 characters. Null No

Labels
About Labels
In Unified CCE the label represents a string that is passed to a routing client for each network
target. Unified CCMP will automatically create labels for many high level operations but the
functionality is included for specific label creation such as blind transfers. The only supported
network target is device target.

Creating a Label
To create a label:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the label.
2. In the Folder Tree panel, click Resource, and then click Label.
3. Enter a unique name of up to 32 characters for the label. This can only contain alphanumeric
characters, periods and underscores.
4. Complete the remaining fields as described in section "Label Fields".
5. Click Save.

Editing a Label
To edit the details of an agent desktop:
1. In Resource Manager, go to the folder containing the label you want to edit, and view the
labels in that folder using the Items panel list view.
2. In the Items panel, click on the label you want to edit. The details of this label are displayed
in the Details panel.
3. In the Details panel, click on the appropriate tab and make the desired changes.
4. Click Save.
Cisco Resource Guide 175

Deleting a Label
To delete one or more labels:
1. In Resource Manager, go to the folder containing the labels you want to delete, and view
the labels in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the labels to be deleted.
3. Click Delete.
4. In the Delete Labels dialog box, click OK. The labels will be deleted.

Bulk Uploading Labels

In addition to creating labels one at a time, you can also bulk load label records previously output
to a CSV (comma separated values) file. For more information see section "About Bulk Upload".

Label Fields
This table shows the tabs and fields available for labels.

Field Description Entry Default Required

Details Tab
Name A unique name for the record. Unique. Up to 32 Null Yes
Note. This may not be the same as the characters, letters,
name by which the item is known on the numbers, periods, and
remote equipment (Enterprise Name on underscore characters
the Advanced tab). Changing this name only. Must begin with
will not change the enterprise name or letter or number.
the name on the remote equipment.
Changes to the name on the remote
equipment will be reflected in the
enterprise name, but under some
circumstances, may not change the
name shown here.
Description A description of the record. Up to 255 characters. Null No
Label The string value used to identify the Up to 32 characters. Null Yes
label by the routing client.
Path Only shown when resource is first Click on the drop-down Current Yes
created. The location in the folder tree arrow to show the location
where the resource is to be created. folder tree, then select in folder
the required location. tree
Cisco Resource Guide 176

Field Description Entry Default Required

Routing The enterprise name of the routing client Select from the supplied Null Yes
Client associated with this label list of routing clients
that the logged in user
has the security
permissions to see.
Dialed Numbers Tab
Dialed The Dialed Numbers to associate with Select from lower list Null No
Numbers this label of available dialed
numbers and click Add
to associate the
checked dialed numbers
with this label. To
remove a dialed number
association from this
label, select from upper
list and click Remove.
Advanced Tab
Active The date from which this label should be Select date from Current Yes
From Date active within the system calendar. date
Active To The date after which this label should be Either leave Forever Forever No
Date deleted from the system checked, or uncheck
Forever and select date
from calendar.
Label type The type of label. Select from the drop- Normal No
down
Cisco Resource Guide 177

Field Description Entry Default Required

Custom Data Tab
Key The key for this custom data item. Unique. Up to 50 Null. No
characters,
alphanumeric, period,
and underscore
characters only. Must
begin with
alphanumeric.
Value The value to associate with this key. Up to 500 characters. Null Yes.
To add a new custom
data key-value pair,
complete both fields,
and click Add. You can
have a maximum of ten
custom data key-value
pairs.
To edit an existing key-
value pair, rest the
mouse briefly on the
entry, select the edit
icon ( ) and make
your changes. Then
select the tick to
confirm the change, or
the cross to undo the
change.
To delete an existing
key-value pair, rest the
mouse briefly on the
entry, select the delete
icon ( ), then
click OK to confirm the
deletion.

Note
The Self Care tab is only shown for existing resources. It is not shown when the resource is first
created.
Cisco Resource Guide 178

Media Files
About Media Files
A media file is a .wav file that is used by IVR to play back prompts and messages to callers.
Media files are stored on CVP media servers.
Unified CCMP enables you to upload media files to CVP media servers in the Unified CCMP
cluster, and to change the audio associated with an existing media files.

Creating a Media File

To create (upload) a media file:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the media file resource. This folder must be located on a tenant that has a remote equipment
mapping to a CVP Operations Console.
2. In the Folder Tree panel, click Resource, and then click Media File. If the Media File
option is not available, then check that the selected folder is on a tenant that is mapped to a
CVP Operations Console.
3. If you want to change the location in the Unified CCMP folder tree where the media file will
be created, click the drop-down arrow beside Path and select the new location.
4. Select the media file server or servers where you want to the media file to be uploaded to.
5. In Remote Path, specify the location where the files are be uploaded to. This is a folder
location on the media file server. You may include "/" characters to denote subfolders. If the
folder does not exist, it will be created. Note that Unified CCMP does not validate this field,
and if it is invalid, the upload will fail.
6. Click Add File, select a .wav media file and click Open. The .wav files must be either µ-
Law 8-bit or A-law 8-bit format. The selected file is added to the list of files to be uploaded.
You can click Add File again to add more files if required, or Cancel to remove a file from
the list to be uploaded.
7. Click Upload to upload the media files to the specified location on the selected media file
servers. As each media file is uploaded, you will see the upload status.
8. If an upload succeeds, the media file resource is available immediately in Unified CCMP
and on the CVP server. If an upload fails, you can rest the mouse briefly on the upload status
to see more information.
Cisco Resource Guide 179

Editing a Media File

To edit a media file:
1. In Resource Manager, go to the folder containing the media file you want to edit, and view
the media files in that folder using the Items panel list view.

Note
Media files can only exist on tenants that have a remote equipment mapping to a CVP Operations
Console.
2. In the Items panel, click on the media file you want to edit. The details of this media file are
displayed in the Details panel.
3. To change the name of the media file resource in Unified CCMP, in the Details tab, enter
the new name in the Name field. You can view File Name (the file name on the media file
server) and Remote Path (the path on the media file server) but cannot change them.
4. To change the media file associated with this resource, in the Media tab, click the drop-
down by Servers and select the server or servers you want to upload the new media file to.
Then click Add Files (may appear as Browse in some older browsers), locate the media file
to upload, and click Open.
5. Click Save to replace the existing media file with the new one. After the upload completes,
you will see the upload status.
6. If an upload fails, you can rest the mouse briefly on the upload status to see more
information.

Deleting a Media File

To delete one or more media files:
1. In Resource Manager, go to the folder containing the media files you want to delete, and
view the media files in that folder using the Items panel list view.
2. In the Items panel, select the check boxes beside the media file or files to be deleted.
3. Click Delete.
4. In the confirmation dialog box, click OK. The selected media files will be deleted.

Media File Fields

This table shows the tabs and fields available for media files. These fields are available when the
media file is edited.
Cisco Resource Guide 180

Field Description Entry Default Required

Details Tab
Name A unique enterprise Unique. Up to The name of the uploaded media Yes
name for the record. 100 characters. file. Changing this value after the
media file is uploaded does not
affect the file name of the media
file on the media file server.
Description A description of the Up to 255 Null No
media file. characters.
File Name Not shown when Read only. The remote name of the uploaded Yes
resource is first media file.
created. The name of
the media file on the
media file server.
Remote The path on the Read only. The remote location of the Yes
Path media file server uploaded media file.
where the media file
is stored.
Media Tab
Servers The media file Select the media None Yes
server or servers file server or
where the new servers from the
media file is be list.
uploaded to.
New audio The new media file Click Add Files None Yes
file to upload. (or Browse ),
select a media
file to be
uploaded and
click Open.

Network VRU Scripts

About Network VRU Scripts
Overview
A network Voice Response Unit (VRU) script is a script that runs on a network VRU (a
 Cisco Resource Guide 181

telecommunications computer that responds to voice or caller-entered touch-tone digits). One or

more network VRU scripts may be called by a Unified ICME routing script to handle the
interaction with the caller and route the call appropriately.
Ab o u tUn ife d CVP Mic ro -Ap p lic a tio n s

About Unified CVP Micro-Applications

Network VRU scripts invoke Unified CVP micro-applications which are used to provide prompts,
collect user responses and play .wav files while callers are queuing. Network VRU scripts can
invoke the following micro-applications.
Play Media (PM): plays a message that is contained in a media file or streaming audio file.
This may be used, for example, to play a welcome message, or to play music while the
caller is in a queue.
Play Data (PD): retrieves data from a storage area and plays it to the caller in a specific
format, called a data play back type. This data may be, for example, information retrieved
from a database, or information entered by the caller.
Get Digits (GD): plays a media file and retrieves one or more digits from the caller. For
example, this micro-application may be used to prompt a caller to enter a password.
Menu (M): plays a menu media file and retrieves a single digit from the caller. This is
similar to the Get Digits micro-application, but it only accepts a single digit, and also checks
that it is valid. This micro-application may be used, for example, to offer the caller several
options in a menu, and retrieve the option chosen by the caller.
Get Speech (GS): collects voice or tone dialing (DTMF) input from the caller. This micro-
application may be used, for example, to retrieve a spoken "Yes" or "No" response from the
caller or to detect that the caller has pressed the # key.
Capture (CAP): captures and stores data about the call at that point in the routing
script. The data collected can be used for analysis purposes.

Note
Use the Capture micro-application sparingly. It places a heavy processing load on the system,
and may capture a lot of data that is not required along with data that is useful. Overuse of the
Capture micro-application may reduce the call handling capability of the system.
Ab o u tNe two rk VRUS c rip tC o n fig u ra tio n

About Network VRU Script Configuration

To define the network VRU script configuration you need to specify:
the network VRU script name, a composite string containing the micro-application to run,
the associated media file (if required by the micro-application) and any parameters required
by the micro-application. The value specified for the network VRU script name is used to
derive the name to be used for the media file when it is uploaded.
the configuration parameters to be passed to the Network VRU Script when it runs. This
is a string, and the format depends on the micro-application specified.
 Cisco Resource Guide 182

the audio file to upload and associate with the Network VRU Script (where applicable).
When the audio file is uploaded, it will be named with the media file name specified in the
VRU script name string. If you specify an incorrectly formatted network VRU script name
string, you will not be able to upload the audio file.

Note
The audio file cannot be specified when the network VRU script is first created. You must first
create the network VRU script item, then edit it to specify the audio file.
Mo re Ab o u tC VP Mic ro -Ap p lic a tio n s a n d Ne two rk VRUS c rip tC o n fig u ra tio n

For more information about the Unified CVP micro-applications, the corresponding VRU script
name strings and the configuration parameters, see the Feature Guide - Writing Scripts for Cisco
Unified Customer Voice Portal, downloadable from
http://www.cisco.com/en/US/products/sw/custcosw/ps1006/tsd_products_support_series_
home.html (link checked September 2015).

Creating a Network VRU Script

To create a network VRU script:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the network VRU script.
2. In the Folder Tree panel, click Resource, and then click Network Vru Script.
3. Enter a unique name of up to 32 characters for the network VRU script. This can only
contain alphanumeric characters, periods and underscores.
4. Complete the remaining fields as described in section "Network VRU Script Fields". You
will not be able to upload an audio file when you first create the network VRU script.
5. Click Save.

Associating an Audio File with a Network VRU Script

To set or change the audio file associated with a network VRU script:
1. In Resource Manager, go to the folder containing the network VRU script you want to edit,
and view the Network VRU scripts in that folder using the Items panel list view.
2. In the Items panel, click on the network VRU script you want to edit. The details of this
script are displayed in the Details panel.
3. Select the Audio tab and click Add Files(s) (may appear as Browse in some older
browsers). Go to the folder on your machine where the audio file is stored, select the audio
file and click Open.
4. Click Save to upload the .wav file and save any other changes to the network VRU script.
Cisco Resource Guide 183

Notes
1. If Save is not enabled, then either the VRU script name specified on the Details tab is
incorrectly formatted or the associated micro-application does not require an audio file.
2. The audio file will be saved under the name specified for the media file in the VRU script
name field, and will replace any previous audio file.
3. If an upload error is reported, contact your system administrator to ensure that Unified CVP
Media File Upload has been correctly configured on your system (see the Installation and
Configuration Guide for Cisco Unified Contact Center Management Portal for more details).

Editing a Network VRU Script

To edit a network VRU script:
1. In Resource Manager, go to the folder containing the network VRU script you want to edit,
and view the Network VRU Scripts in that folder using the Items panel list view.
2. In the Items panel, click on the network VRU script you want to edit. The details for
thisnetwork VRU script are displayed in the Details panel.
3. In the Details panel, click on the appropriate tab and make the desired changes.
4. If you want to add or change the audio file associated with this network VRU script, select
the Audio tab and click Add Files(s) (may appear as Browse in some older browsers). Go
to the folder on your machine where the audio file is stored, select the audio file and click
Open.
5. Click Save.

Notes
1. If Save is not enabled, then either the VRU script name specified on the Details tab is
incorrectly formatted or the associated micro-application does not require an audio file.
2. If you change the audio file, it will be saved under the name specified for the media file in
the VRU script name field, and will replace any previous audio file.
3. If an upload error is reported when you try to change the audio file, contact your system
administrator to ensure that Unified CVP Media File Upload has been correctly configured
on your system (see the Installation and Configuration Guide for Cisco Unified Contact
Center Management Portal for more details).

Deleting a Network VRU Script

To delete one or more network VRU scripts:
1. In Resource Manager, go to the folder containing the network VRU scripts you want to
delete, and view the network VRU scripts in that folder using the Items panel list view.
2. In the Items panel, select the network VRU scripts to be deleted.
Cisco Resource Guide 184

3. Click Delete.
4. In the Delete Network VRU Script dialog box, click OK. The selected network VRU scripts
will be deleted.

Bulk Uploading Network VRU Scripts

In addition to creating network VRU scripts one at a time, you can also bulk load network VRU
script records previously output to a CSV (comma separated values) file. For more information
see section "About Bulk Upload".

Network VRU Script Fields

This table shows the tabs and fields available for network VRU scripts.

Field Description Entry Default Required

Details Tab
Name A unique name for the record. Unique. Up to 32 Null Yes
Note. This may not be the same as characters,
the name by which the item is alphanumeric, period,
known on the remote equipment and underscore
(Enterprise Name on the characters only. Must
Advanced tab). Changing this name begin with
will not change the enterprise name alphanumeric.
or the name on the remote
equipment. Changes to the name on
the remote equipment will be
reflected in the enterprise name,
but under some circumstances,
may not change the name shown
here.
Description A description of the record. Up to 255 characters. Null No
Path Only shown when resource is first Click on the drop-down Current Yes
created. The location in the folder arrow to show the location in
tree where the resource is to be folder tree, then select folder tree
created. the required location.
Cisco Resource Guide 185

Field Description Entry Default Required

Network The network VRU to associate Select from list of Default Yes
VRU with this Network VRU Script. available Network Network
VRUs. If you do not
have permission to VRU
access at least one
Network VRU then you
will not be able to
create a Network
VRU Script and will
see a warning message
instead.
VRU Script The name of the VRU Script. Up to 39 characters. Null Yes
Name This is a composite
string identifying the
micro-application to
run, the name of the
associated media file (if
applicable) and any
options that need to be
specified for that micro-
application.
The format of this string
is specified in the
Configuration and
Administration Guide
for Cisco Unified
Customer Voice Portal,
section "Writing scripts
for Unified CVP".
The VRU Script name
must be unique on the
Network VRU.
Cisco Resource Guide 186

Field Description Entry Default Required

Configuration A string to be passed to the Up to 255 Null No
Parameter Network VRU when the script runs characters. The
contents of this string
to specify static options in the depend on the micro-
script. application that is
specified as part of the
VRU Script Name field
above.
The format of this string
is specified in the
Configuration and
Administration Guide
for Cisco Unified
Customer Voice Portal,
section "Writing scripts
for Unified CVP".
Timeout The number of seconds to wait for 0 to 2147483647. 0 Yes
a response after the script starts
executing.
Interruptible Whether the execution of the script Check box. Select if the Unselected No
can be interrupted. script execution can be
interrupted, for
example, when an agent
becomes free to handle
a call.
Overridable Whether the script can override the Check box. Select if the Unselected No
interruptible status during script is allowed to
execution. make itself interruptible
or non-interruptible
while executing.
Audio Tab (not available when item is first created)
New Click Add Files(s) (or Null No
Audio File Browse ), and locate the
The file information of the audio
required .wav file on
file to associate with the VRU
your system. ClickSave
script.
to upload the wav file to
the server.
Cisco Resource Guide 187

Field Description Entry Default Required

Advanced Tab
Enterprise The name used to identify the item Unique. Up to 32 From Yes
Name on the remote equipment. Leave characters, Name
blank to auto-generate a unique alphanumeric, period,
name. and underscore
Note. If the item is created by characters only.
importing from the remote Must begin with
equipment, this name will match alphanumeric.
the Unified CCMP name (Name on
the Details tab). Changes to the
name on the remote equipment will
be reflected here, but under some
circumstances, will not affect the
Unified CCMP name.
Department (Only shown for tenants that are Select from the drop- None No
not small contact center tenants, down list of available
and are associated with Unified departments.
CCE instances running Unified
CCE version 10.5 or later). The
department that this resource is
associated with.
Active From The date from which the Network Select date from Current Yes
Date VRU Script will be active in the calendar. date
system.
Active To The date after which the Network Either leave Forever Forever No
Date VRU Script should be deleted from checked, or uncheck
the system. Forever and select date
from calendar.
Cisco Resource Guide 188

Field Description Entry Default Required

Custom Data Tab
Key The key for this custom data item. Unique. Up to 50 Null. No
characters,
alphanumeric, period,
and underscore
characters only. Must
begin with
alphanumeric.
Value The value to associate with this Up to 500 characters. Null Yes.
key. To add a new custom
data key-value pair,
complete both fields,
and click Add. You can
have a maximum of ten
custom data key-value
pairs.
To edit an existing key-
value pair, rest the
mouse briefly on the
entry, select the edit
icon ( ) and make
your changes. Then
select the tick to
confirm the change, or
the cross to undo the
change.
To delete an existing
key-value pair, rest the
mouse briefly on the
entry, select the delete
icon ( ), then
click OK to confirm the
deletion.

Peripherals
About Peripherals
A peripheral is a connected system such as an ACD switch that routes customer phone calls to
contact center staff.
You can use Resource Manager to view and edit the properties of a peripheral.
Cisco Resource Guide 189

Note
Unified CCMP only allows you to view the peripheral details, change the display name and the
application user associated with it. You cannot create or delete a peripheral through Unified
CCMP, or edit any other fields.

Peripheral Fields
This table shows the tabs and fields available for peripherals.

Field Description Entry Default Required

Details Tab
Name A unique display name for the peripheral. Unique. Up to Name Yes
Note. This may not be the same as the name 50 characters, used by
by which the item is known on the remote alphanumeric, Unified
equipment (Enterprise Name on the period, and CCE.
Advanced tab). Changing this name will not underscore
change the enterprise name or the name on characters only.
the remote equipment. Changes to the name Must begin with
on the remote equipment will be reflected in alphanumeric.
the enterprise name, but under some
circumstances, may not change the name
shown here.
Description An internal description of the peripheral. You cannot
change this
value in Unified
CCMP.
Advanced Tab
Enterprise The name used to identify the item on the You cannot
Name remote equipment. Leave blank to auto- change this
generate a unique name. value in Unified
Note. If the item is created by importing from CCMP.
the remote equipment, this name will match
the Unified CCMP name (Name on the
Details tab). Changes to the name on the
remote equipment will be reflected here, but
under some circumstances, will not affect the
Unified CCMP name.
Application A user on the Unified Communications Select from list. Default Yes
User Manager, with whom new phones will be application
associated. user.
Cisco Resource Guide 190

Field Description Entry Default Required

Active The date from which the peripheral will be You cannot
From Date active in the system. change this
value in Unified
CCMP.
Active To The date after which the peripheral should be You cannot
Date deleted from the system. change this
value in Unified
CCMP.

Persons
About Persons
In Unified CCMP, each person item represents a single physical person who handles call center
customer contacts. This person may optionally have a user account on Unified CCMP.
Each person is associated with one or more agents, and has one associated agent for each
peripheral the person uses.

Creating a Person
To create a person:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the person.
2. In the Folder Tree panel, click Resource, and then click Person.
3. Enter a first name, last name, login name and password for the person. Names can be up to
32 characters long, and must consist of letters, numbers, underscores and periods only.
4. On the equipment tab select the Unified CCEs and Unified Communications Managers to
which the person should be added, specifying any equipment specific configuration.
5. Complete the remaining fields as described in section "Person Fields". Active from and to
dates can be set in the Advanced tab.
6. Click Save.

Note
Once created, a person’s Unified CCMP account details cannot be edited via the person. You
must edit the user directly.
A person cannot be linked with an existing Unified CCMP user account.
Cisco Resource Guide 191

Editing a Person
To edit a person's details:
1. In Resource Manager, go to the folder containing the person you want to update, and view
the persons in that folder using the Items panel list view.
2. In the Items panel, click on the person you want to edit. The details of this person are
displayed in the Details panel.
3. On the Details tab, check the Reset Password check box.
4. Enter a new password and confirm.
5. Click Save.

Note
You cannot edit a password of a Person that uses SSO, as they login externally and so do not
have password stored on the system. Checking the SSO Enabledcheck box in the Details tab will
hide the reset password check box.

Deleting a Person
To delete one or more persons:
1. In Resource Manager, go to the folder containing the person or persons you want to update,
and view the persons in that folder using the Items panel list view.
2. In the Items panel check the box or boxes of the person or persons to be deleted.
3. Click Delete.
4. In the Delete Person dialog box, select OK. The person or persons will be deleted.

Note
All agents associated with those persons will also be deleted.

Bulk Uploading Persons

In addition to creating agents one at a time, you can also bulk load person records previously
output to a CSV (comma separated values) file. For more information see section "About Bulk
Upload".

Person Fields
This table shows the tabs and fields available for persons.
Cisco Resource Guide 192

Notes
To associate a person with more than one agent, each agent must be on a different peripheral.
Persons may be created on multiple pieces of equipment. Common properties are inherited from
those entered on the Details tab unless specifically over-written using the Equipment tab.

Field Description Entry Default Required

Details Tab
Reset Details on Only shown (with Select to enable First Clear No
All Equipment informational message) if Name, Last Name,
person details are not the
same on all items of linked Description and Login
equipment. If shown, but not Name fields. Enter the
selected, First Name, Last required values then
Name, Description and Login click Save . This allows
Name fields are disabled, as you to quickly reset the
there is no common value to
show. details for all linked
Note. This is not an error, equipment to the details
although you may want to on this page.
change this.
First Name The person's first name. Up to 32 characters. Null Yes
Disabled if Reset check box Letter, period, and
is shown but not selected. hyphen characters
accepted.
Last Name The person's last name. Up to 32 characters. Null Yes
Disabled if Reset check box Letter, period, and
is shown but not selected. hyphen characters
accepted.
Description A description of the person. Up to 255 characters. Null No
Disabled if Reset check box
is shown but not selected.
Cisco Resource Guide 193

Field Description Entry Default Required

Login Name A unique login name for the Unique. Up to 255 Null Yes
person to allow them to login characters.
to the peripheral. Disabled if
Reset check box is shown but
not selected.
Note: Peripheral login names
are not case sensitive. For
example, "joe_smith" and
"JOE_SMITH"are the same.
Also, login names for agent
login to agent desktop
software (such as CTI OS)
are not case-sensitive either.
SSO Enabled Check this box to enable Check box to select. Cleared No
(only available external login for the user.
in Mixed Mode) When checked, the password
fields will be disabled. When
cleared, the password fields
will be enabled.
Password The password that the person Longer passwords, Null Depends
uses to log in to the system. including numbers and on setting
other characters, may be on
required. Ask your underlying
system administrator for equipment
details.
Confirm The same as for the Password Null Depends
Password field. This ensures that the on setting
person is not prevented from on
logging in by typographical underlying
errors made when setting his equipment
or her password.
Path Only shown when resource is Click on the drop-down Current Yes
first created. The location in arrow to show the folder location in
the folder tree where the tree, then select the folder tree
resource is to be created. required location.
Equipment Tab
Unified CCE Check this box to create the Check box to select, and Checked No
associated person onto an then check the required
associated Unified CCE. Unified CCE equipment.
Once selected you must Click on the icon to
choose the Unified CCE to edit the login details for
add the person to. the equipment.
Cisco Resource Guide 194

Field Description Entry Default Required

Unified Check this box to create the Check box to select, and Cleared No
Communications associated person onto an then check the required
Manager associated Unified Unified Communications
Communications Manager. Manager equipment.
Once selected you must Click on the icon to
choose the Unified edit the login details for
Communications Managers to the equipment.
add the person to.
SSO Enabled Check this box to enable Check box to select. Cleared No
(UCCE and external login for the user.
CUCM) When checked, the password
fields will be disabled. When
cleared, the password fields
will be enabled.
Equipment Tab > Equipment Fields Dialog Box
First Name Person's first name on this Up to 32 characters. Same as Yes
equipment. First Name
of Person
Last Name Person's last name on this Up to 32 characters. Same as Yes
equipment. Last Name
of Person
Description A description of the person. Up to 255 characters. Same as No
(UCCE Description
Equipment only) of Person
Login Name Person's login name on this Unique. Up to 32 Same as Yes
equipment. characters, letters, Login
numbers, and underscore Name of
characters only. Must Person
begin with letter or
number.
Reset Password Select to reset password on Clear No
(UCCE only) this equipment.
Cisco Resource Guide 195

Field Description Entry Default Required

Portal Tab
Portal Account Click this link to show the Hyperlink None No
Choose a User dialog box
which can be used to
associate the person with a
Portal user account. It is
advantageous for supervisors
to have a Portal account in
order to manage their teams.
Portal Tab > Choose a User dialog box
Choose a User The kind of user to associate Select one of the options. None Yes
the person with. Options are:
None: no user is associated
with this person.
Create User: a new user is
associated with this person.
Existing User: an existing
user is associated with this
person.
Create User The unique name of the Portal Unique. Up to 50 Null Yes
option > user account. This can be the characters. Any Unicode
Login Name same as the login name for character is valid, except
WebView reporting, or that single quote ('), double
for the peripheral. quote (") and Unicode
characters in the
"Symbol, Other"
category.
Create User The password that the user Unique. At least five Null If creating
option > will use to log in to the Portal. letters long. Longer a new
Password passwords, including user.
numbers and other
characters, may be
required. Ask your
system administrator for
details.
Create User The same as for the Password Enter password Null If creating
option > field. This ensures that the confirmation, and then >> a new
Confirm user is not prevented from to continue to User’s user.
Password logging in by typographical Groups dialog box.
errors made when setting his
or her password.
Cisco Resource Guide 196

Field Description Entry Default Required

Create User Allows you to assign the user If required, click Add None No
option > User’s to one or more security then select security group
Groups Dialog groups, such as the from folder tree. Repeat
box Supervisors group. You can to add user to more
only assign a user to groups groups. Click Save to
you have permission to save details and create
modify. user.
Existing User Associates the person to a Find and select the user None If
option Portal user account that in the folder tree that is selecting
already exists. displayed. Then click the an existing
>> button to continue to user.
User’s Groups dialog box
User’s Groups dialog
box.
Existing User > Allows you to assign the user If required, click Add None No
User’s Groups to one or more security then select security group
dialog box groups, such as the from folder tree. Repeat
Supervisors group. You can to add user to more
only assign a user to groups groups. Click Save to
you have permission to save details and amend
modify. user’s security groups.
Advanced Tab
Department (Only shown for tenants that Select from the drop- None No
are not small contact center down list of available
tenants, and are associated departments.
with Unified CCE instances
running Unified CCE version
10.5 or later). The department
that this resource is
associated with.
Active From The date from which the Select date from Current Yes
Date person will be active in the calendar. date
system.
Active To Date The date after which the Either leave Forever Forever No
person should be deleted from checked, or uncheck
the system. Forever and select date
from calendar.
Cisco Resource Guide 197

Field Description Entry Default Required

Custom Data Tab
Key The key for this custom data Unique. Up to 50 Null. No
item. characters, alphanumeric,
period, and underscore
characters only. Must
begin with alphanumeric.
Value The value to associate with Up to 500 characters. Null Yes.
this key. To add a new custom
data key-value pair,
complete both fields, and
click Add. You can have
a maximum of ten custom
data key-value pairs.
To edit an existing key-
value pair, rest the mouse
briefly on the entry,
select the edit icon ( )
and make your
changes. Then select the
tick to confirm the
change, or the cross to
undo the change.
To delete an existing key-
value pair, rest the mouse
briefly on the entry,
select the delete icon (
), then click OK to
confirm the deletion.

Precision Attributes
About Precision Attributes
A precision attribute (also referred to as an attribute) is some user-defined information that can be
associated with an agent. It defines the agent’s knowledge or experience in a particular area and
the level of that knowledge or experience. A precision attribute has a name, which identifies the
attribute, and a value, which indicates the level an agent has attained for that attribute.
Precision attribute values can be:
boolean (the agent either has that attribute or does not have that attribute)
graded according to proficiency (the agent has attained a specific grade of expertise in that
attribute).
 Cisco Resource Guide 198

Precision attributes are used in precision queues to define rules for routing calls.

Note
Attributes can only be created on tenants that are associated with a Unified CCE instance
running Unified CCE version 9.0 or later.
E x a mp le s

Examples
A precision attribute called Mortgage_Training may be defined with a boolean value to indicate
whether an agent has been trained to sell mortgages. This attribute can then be associated with a
number of agents, and for each agent, the value of the Mortgage Training attribute can be set to
either True or False, depending on whether the agent has had the training or not.
Another example could be a precision attribute called Spanish_Speaker with a proficiency value to
indicate how fluent the agent is in the Spanish language. If an agent does not speak Spanish, then
this attribute can be set to 1 (the lowest possible proficiency value). If the agent is a native
Spanish speaker, the attribute can be set to 10 (the highest possible proficiency value). If the agent
knows some Spanish but is not very fluent, the attribute could be set to 5.

Creating a Precision Attribute

To create a precision attribute:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the precision attribute.
2. In the Folder Tree panel, click Resource, and then click Precision Attribute.
3. Enter a unique name for the precision attribute.
4. Complete the remaining fields as described in section "Precision Attribute Fields".
5. To assign agents to the precision attribute, on the Agents tab check the boxes of one or more
agents, and click on Add above the list. For each agent you add, click on the drop-down
arrow in the Value column to select the value of that precision attribute for that agent.

Notes
1. The Selected Path drop-down at the top enables you to select agents from other folders to
associate with the precision attribute.
2. If you change the precision attribute type on the Details tab after you have assigned
precision attribute values to agents, a warning message will be displayed and all agent
attribute values will be reset to the default value for the new precision attribute type.
6. Click Save to create the precision attribute and assign it to the specified agents.

Editing a Precision Attribute

To edit a precision attribute:
Cisco Resource Guide 199

1. In Resource Manager, go to the folder containing the precision attribute you want to edit,
and view the precision attributes in that folder using the Items panel list view.
2. In the Items panel, click on the precision attribute you want to edit. The details of this
precision attribute are displayed in the Details panel.
3. Click through the tabs and edit the fields you want to change.
4. To remove a precision attribute from one or more agents, click on the Agents tab and check
the boxes of the agents you wish to remove the precision attribute from. Click Remove.
5. To change the precision attribute value associated with an agent, click on the Agents tab,
locate the agent you want modify, click on the drop-down arrow beside the precision
attribute value and select the new value.
6. Click Save.

Deleting a Precision Attribute

Note
You cannot delete a precision attribute that is included in a precision queue. This reference must
be removed before the precision attribute can be deleted.
To delete one or more precision attributes:
1. In Resource Manager, go to the folder containing the precision attributes you want to
delete, and view the precision attributes in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the precision attributes to be deleted.
3. Click Delete.
4. In the Delete Attributes dialog box, click OK. The precision attributes will be deleted.

Note
Deleting a precision attribute automatically removes the attribute association from any agents
that were associated with that precision attribute.

Bulk Uploading Precision Attributes

In addition to creating precision attributes one at a time, you can also bulk load precision attribute
records previously output to a CSV (comma separated values) file. For more information see
section "About Bulk Upload".

Precision Attribute Fields

This table shows the tabs and fields available for precision attributes.
Cisco Resource Guide 200

Field Description Entry Default Required

Details Tab
Name A unique name for the precision Unique. Up to 32 Null Yes
attribute. characters, letters,
Note. This may not be the same as numbers, periods,
the name by which the item is known and underscore
on the remote equipment (Enterprise characters only.
Name on the Advanced tab). Must begin with
Changing this name will not change letter or number.
the enterprise name or the name on
the remote equipment. Changes to
the name on the remote equipment
will be reflected in the enterprise
name, but under some
circumstances, may not change the
name shown here.
Description A description of the attribute. Up to 255 Null No
characters.
Path Only shown when resource is first Click on the drop- Current Yes
created. The location in the folder down arrow to show location in
tree where the resource is to be the folder tree, then folder tree
created. select the required
location.
Data Type The data type of the attribute value. Select from list. Boolean Yes
Values are:
Boolean: the
value can be
True or False
Proficiency: the
value can be a
whole number
between 1 and 10
(1 is least
proficient and 10
is most
proficient).
Default The default value to be used when Select from list True (Boolean Yes
Value this attribute is associated with an attributes) or 1
agent. (proficiency
attributes)
Cisco Resource Guide 201

Field Description Entry Default Required

Agents Tab
Agents Agents associated with this attribute. Select from lower Null No
list of available
agents and click
Add to associate
this attribute with
the selected agents.
To remove this
attribute from
existing agents,
select from upper
list and click
Remove.
To specify the value
for this attribute
associated with a
particular agent,
select the value from
the drop-down list in
the value column.
Advanced Tab
Enterprise The name used to identify the item Unique. Up to 32 Autogenerated Yes
Name on the remote equipment. Leave characters,
blank to auto-generate a unique alphanumeric,
name. period, and
Note. If the item is created by underscore
importing from the remote characters only.
equipment, this name will match the Must begin with
Unified CCMP name (Name on the alphanumeric.
Details tab). Changes to the name on
the remote equipment will be
reflected here, but under some
circumstances, will not affect the
Unified CCMP name.
Department (Only shown for tenants that are not Select from the None No
small contact center tenants, and are drop-down list of
associated with Unified CCE available
instances running Unified CCE departments.
version 10.5 or later). The
department that this resource is
associated with.
Active The date from which the attribute Select date from Current date Yes
From Date should be active in the system calendar.
Cisco Resource Guide 202

Field Description Entry Default Required

Active To The date after which the attribute Either leave Forever No
Date should be deleted from the system Forever checked, or
uncheck Forever
and select date from
calendar.
Custom Data Tab
Key The key for this custom data item. Unique. Up to 50 Null. No
characters,
alphanumeric,
period, and
underscore
characters only.
Must begin with
alphanumeric.
Value The value to associate with this key. Up to 500 Null Yes.
characters.
To add a new
custom data key-
value pair, complete
both fields, and click
Add. You can have
a maximum of ten
custom data key-
value pairs.
To edit an existing
key-value pair, rest
the mouse briefly on
the entry, select the
edit icon ( ) and
make your
changes. Then select
the tick to confirm
the change, or the
cross to undo the
change.
To delete an existing
key-value pair, rest
the mouse briefly on
the entry, select the
delete icon ( ),
then click OK to
confirm the deletion.
 Cisco Resource Guide 203

Precision Queues
About Precision Queues
A precision queue is a mechanism that defines how to route calls to agents depending on each
agent’s proficiency attributes and availability. Precision queues can be referenced in routing
scripts to define how calls are routed.

Note
Precision Queues can only be created on tenants that are associated with a Unified CCE instance
running Unified CCE version 10.5 or later.
P re c is io n Qu e u e S te p s

Precision Queue Steps

A precision queue contains one or more precision queue steps. Each step includes:
some criteria defining a set of agent attributes that must be satisfied when choosing an agent
to receive the call
a time to wait for a suitable agent to become available, after which the criteria specified in
the next step are considered instead (this feature is not available for the last step, since there
is no next step after the last step).
Typically, the criteria specified in successive steps will get progressively less stringent. For
example, the first step may specify that:
the agent has been trained to sell mortgages (for example, Mortgage_Training is True)
the agent is an excellent Spanish speaker (for example, Spanish_Speaker >= 8)
the call will be held for up to 120 seconds waiting for an agent meeting these criteria to
become available.
The next step is only considered if no agent becomes available in that time, and may specify that:
the agent has been trained to sell mortgages (for example, Mortgage_Training is True)
the agent can speak Spanish (for example, Spanish_Speaker >= 3)
the call will be held for up to 300 seconds waiting for an agent meeting these criteria to
become available.
The final step may specify that the call can be routed to any available agent who can speak
Spanish at any level (for example, Spanish_Speaker >= 1).
Co n s id e rC o n d ito n s

Consider If Conditions
Any step except the last step can have a Consider If condition associated with it. A Consider If
condition allows you to specify additional criteria about the call to determine whether the step is
relevant for that category of call.
 Cisco Resource Guide 204

For example, a Consider If expression may be used to include a specific step only if more than
100 calls of a certain type have been received in the last 24 hours.
The Consider If expression is passed directly to Unified CCE and validated there. For more
information about Consider If expressions, see the Unified CCE documentation in the Cisco
Unified Contact Center Enterprise Features Guide.
E x p re s s io n s

Expressions
Each step consists of:
one or more expressions
the rules for combining those expressions.
An expression defines a set of requirements an agent must satisfy in order to receive the call.
Expressions in a step can be combined using AND (both the latest expression and the previous one
must be satisfied) or OR (either the latest expression or the previous one, or both, must be
satisfied).
For example, a step may have two expressions, one specifying some skills an agent may have, and
the other specifying some qualifications an agent may have. If these two expressions are
combined in a step using AND, calls will only be routed to agents that have both the specified
skills and the specified training. But if the expressions are combined using OR, calls can be routed
to agents with either the skills or the training or both.
Attrib u te Co mp a ris o n s

Attribute Comparisons
Each expression consists of:
one or more attribute comparisons
the rules for combining those attribute comparisons.
An attribute comparison is an attribute, a value and a rule for the comparison. Some typical
attribute comparisons are:
Spanish_Speaker >= 8
Mortgage_Training = True.
Like expressions in a step, attributes in an expression can be combined using AND or OR.
T ip fo rC o n s tru c tin g S te p s ,E x p re s s io n s a n d Attrib u te Co mp a ris o n s

Tip for Constructing Steps, Expressions and Attribute Comparisons

Tip
To keep your steps and expressions simple, you may like to:
group your attribute comparisons into expressions using AND (for example, an expression
is made up of AttributeComparison1 AND AttributeComparison2 AND
AttributeComparison3)
Cisco Resource Guide 205

group your expressions into steps using OR (for example, a step is made up of Expression1
OR Expression2 OR Expression3)

Creating a Precision Queue

To create a precision queue:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the precision queue.
2. In the Folder Tree panel, click Resource, and then click Precision Queue.
3. Enter a unique name for the precision queue.
4. Complete the remaining fields as described in section "Precision Queue Fields".
5. Click Save to create the precision queue.

Editing a Precision Queue

To edit a precision queue:
1. In Resource Manager, go to the folder containing the precision queue you want to edit, and
view the precision queue in that folder using the Items panel list view.
2. In the Items panel, click on the precision queue you want to edit. The details of this attribute
are displayed in the Details panel.
3. Click through the tabs and edit the fields you want to change.
4. Click Save.

Deleting a Precision Queue

Note
You cannot delete a precision queue that is referenced in a routing script. This reference must be
removed before the precision queue can be deleted.
To delete one or more precision queues:
1. In Resource Manager, go to the folder containing the precision queues you want to delete,
and view the precision queues in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the precision queues to be deleted.
3. Click Delete.
4. In the Delete Precision Queue dialog box, click OK. The precision queue will be deleted.
Cisco Resource Guide 206

Bulk Uploading Precision Queues

In addition to creating precision queues one at a time, you can also bulk load precision queue
records previously output to a CSV (comma separated values) file. For more information
see section "About Bulk Upload".

Precision Queue Fields

This table shows the tabs and fields available for precision queues.

Field Description Entry Default Required

Details Tab
Name A unique name for the precision queue. Unique. Up to Null Yes
Note. This may not be the same as the 50 characters,
name by which the item is known on the letters,
remote equipment (Enterprise Name on the numbers,
Advanced tab). Changing this name will not periods, and
change the enterprise name or the name on underscore
the remote equipment. Changes to the name characters
on the remote equipment will be reflected only. Must
in the enterprise name, but under some begin with
circumstances, may not change the name letter or
shown here. number.
Description A description of the precision queue. Up to 255 Null No
characters.
Path Only shown when resource is first created. Click on the Current Yes
The location in the folder tree where the drop-down location in
resource is to be created. arrow to show folder tree
the folder
tree, then
select the
required
location.
Cisco Resource Guide 207

Field Description Entry Default Required

Agent The agent to allocate to a call if more than Select from Longest No
Order one agent satisfies the criteria in the list. Values Available
precision queue. are: Agent
Longest
Available
Agent
Most
Skilled
Agent
Least
Skilled
Agent
Service Optionally, use to indicate how to handle Select from: Ignore No
Level Type abandoned calls in service level Ignore Abandoned
calculations. Abandone Calls
d Calls:
do not
include
abandoned
calls in the
calculation
Abandone
d Calls
have
Negative
Impact:
abandoned
calls count
as having
exceeded
the service
level
threshold.
Abandone
d Calls
have
Positive
Impact:
abandoned
calls count
as having
been
promptly
answered
Cisco Resource Guide 208

Field Description Entry Default Required

Service The service level threshold, in seconds, for 0 to Null No
Level allocating the call to a suitable agent using 2147483647.
Threshold the rules in the precision queue.
Steps Tab
Add Step Button to add a new precision step to the Click to add Null Yes
precision queue. A step consists of one or another step
more conditional expressions. to the list of
steps. You
can also
change the
order of steps
by clicking on
a step name
and dragging
the step to a
new position
in the list.
Note. If you
rearrange the
steps, the
steps in the
sequence are
renumbered
starting with
Step 1.
Wait Time The time in seconds to wait before moving 0 to 0 Yes, if
on to the next step if the criteria in this step 2147483647. (Not precision
cannot be satisfied. Note. Not applicable to queue has
applicable to last step) more than
last step in one step.
sequence.
Note. If the
steps are
reordered as
above, and the
last step
changes, the
wait time is
removed from
the new last
step, and the
old last step is
given a wait
time of 0.
Cisco Resource Guide 209

Field Description Entry Default Required

Step<n> The name and definition of the nth step in The definition Null Yes
the list. shows the
details of the
step and the
number of
agents that
currently meet
the criteria for
that step. A
warning is
shown if
fewer agents
meet the
criteria for a
step than met
the criteria for
the previous
step.
Click on the
name of a
step to display
a dialog box
to edit the
conditional
expressions in
that step.
When you
have finished
editing the
expressions in
that step,
click OK to
save the step.
Cisco Resource Guide 210

Field Description Entry Default Required

Steps Tab > Add Step
Cisco Resource Guide 211

Field Description Entry Default Required

Consider If Criteria that determines whether the step is Optionally, Null No
executed enter a
scripting
condition that
will be
evaluated to
determine
whether this
step is
considered for
the call. If the
condition is
present but
not satisfied
by the call,
the call
passes to the
next step in
the precision
queue. The
scripting
condition is
validated by
the remote
equipment.
Only the
following
scripting
objects are
valid in a
Consider If
expression:
Call
PQ
Skillgroup
ECC
PQ Step
Call Type
custom
functions.
For more
information
about
Consider If
expressions,
see the Cisco
Unified
Cisco Resource Guide 212

Field Description Entry Default Required

Contact
Center
Enterprise
Features
Guide.
Cisco Resource Guide 213

Field Description Entry Default Required

Add Button to add a new expression to the Create an Null Yes
Expression precision step. An expression consists of expression
one or more attribute comparisons. containing one
or more
attribute
comparisons.
The first
attribute
comparison is
ready to
complete.
Click Add
Attribute to
optionally add
more attribute
comparisons.
For each
attribute
comparison,
complete the
fields as
described for
Add Attribute.
For each
expression
except the
first, also
click on the
drop-down
beside the
expression
number to
choose how
this
expression
contributes to
the results of
the step:
AND – the
step will
be
satisfied if
an agent is
found that
satisfies
this
expression
and also
satisfies
Cisco Resource Guide 214

Field Description Entry Default Required

the
previous
expression
s in the
step
OR
(default) –
the step
will be
satisfied if
an agent is
found that
satisfies
this
expression
even if
that agent
does not
satisfy the
previous
expression
s in the
step.
Click X to
remove the
expression
from the step.
Cisco Resource Guide 215

Field Description Entry Default Required

Add Button to add a new attribute comparison to Click to add a Null Yes
Attribute the expression. An attribute comparison new attribute
consists of an attribute, a comparison type comparison as
and a comparison value. follows:
Click in
the first
box and
start typing
some
characters
to see a
list of
attributes
that
contain
those
characters.
Choose the
attribute
you want
from the
drop-down
list
Move to
the next
box and
choose the
compariso
n type
from the
following:
== : equal
to this
value
!= : not
equal to
this value
< : less
than this
value
<= : less
than or
equal to
this value
> :
greater
than this
value
Cisco Resource Guide 216

Field Description Entry Default Required

>= :
greater
than or
equal to
this value
Move to
the final
box and
choose the
value you
want to
compare
against.
Note. The last
four
comparison
types above
are only valid
for
proficiency
attribute
types.
For each
attribute in the
expression
except the
first, also
click on the
drop-down to
the left of the
attribute to
choose how
this attribute
comparison
contributes to
the results of
the
expression:
AND
(default) –
the
expression
will be
satisfied if
an agent is
found that
satisfies
this
Cisco Resource Guide 217

Field Description Entry Default Required

attribute
compariso
n and also
satisfies
the
previous
attribute
compariso
ns in the
expression
OR – the
expression
will be
satisfied if
an agent is
found that
satisfies
this
attribute
compariso
n even if
that agent
does not
satisfy the
previous
attribute
compariso
ns in the
expressio
n.
Click X to
remove the
attribute
comparison
from the
expression.
Cisco Resource Guide 218

Field Description Entry Default Required

Advanced Tab
Enterprise The name used to identify the item on the Unique. Up to Autogenerated Yes
Name remote equipment. Leave blank to auto- 32 characters,
generate a unique name. alphanumeric,
Note. If the item is created by importing period, and
from the remote equipment, this name will underscore
match the Unified CCMP name (Name on characters
the Details tab). Changes to the name on only. Must
the remote equipment will be reflected begin with
here, but under some circumstances, will alphanumeric.
not affect the Unified CCMP name.
Department (Only shown for tenants that are not small Select from None No
contact center tenants, and are associated the drop-down
with Unified CCE instances running list of
Unified CCE version 10.5 or later). The available
department that this resource is associated departments.
with.
Bucket The count of Answered or Abandoned calls Select from System No
Interval that are used as intervals for the Call Type list of Default
available
bucket
intervals
Active The date from which the precision queue Select date Current date Yes
From Date should be active in the system from
calendar.
Active To The date after which the precision queue Either leave Forever No
Date should be deleted from the system Forever
checked, or
uncheck
Forever and
select date
from
calendar.
Cisco Resource Guide 219

Field Description Entry Default Required

Custom Data Tab
Key The key for this custom data item. Unique. Up to Null. No
50 characters,
alphanumeric,
period, and
underscore
characters
only. Must
begin with
alphanumeric.
Cisco Resource Guide 220

Field Description Entry Default Required

Value The value to associate with this key. Up to 500 Null Yes.
characters.
To add a new
custom data
key-value
pair, complete
both fields,
and click
Add. You can
have a
maximum of
ten custom
data key-
value pairs.
To edit an
existing key-
value pair,
rest the mouse
briefly on the
entry, select
the edit icon (
) and make
your
changes. Then
select the tick
to confirm the
change, or the
cross to undo
the change.
To delete an
existing key-
value pair,
rest the mouse
briefly on the
entry, select
the delete
icon ( ),
then
click OK to
confirm the
deletion.
Cisco Resource Guide 221

Services
About Services
A service is a particular type of call processing required by the user, which is associated with a
specific peripheral. Skill groups may be associated with one or more services. For example, a
Customer Support service might be associated with a Customer Support skill group.

Creating a Service
To create a service:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the service.
2. In the Folder Tree panel, click Resource, and then click Service.
3. Enter a unique name of up to 32 characters for the service. This can only contain
alphanumeric characters, periods and underscores.
4. Complete the remaining fields as described in section "Service Fields".
5. Click Save.

Deleting a Service
To delete one or more services:
1. In Resource Manager, go to the folder containing the services you want to delete, and view
the services in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the services to be deleted.
3. Click Delete.
4. In the Delete Services dialog box, click OK. The services will be deleted.

Service Fields
This table shows the tabs and fields available for services.
Cisco Resource Guide 222

Field Description Entry Default Required

Details Tab
Name A unique name for the record. Unique. Up to 32 Null Yes
Note. This may not be the same as the characters, alphanumeric,
name by which the item is known on period, and underscore
the remote equipment (Enterprise characters only. Must
Name on the Advanced tab). begin with alphanumeric.
Changing this name will not change
the enterprise name or the name on
the remote equipment. Changes to the
name on the remote equipment will be
reflected in the enterprise name, but
under some circumstances, may not
change the name shown here.
Description A description of the record. Up to 255 characters. Null No
Path Only shown when resource is first Click on the drop-down Current Yes
created. The location in the folder arrow to show the folder location
tree where the resource is to be tree, then select the in folder
created. required location. tree
Peripheral The peripheral to associate this Select from drop-down. Null Yes
service with.
Peripheral The name to be specified for this Up to 32 characters. Null Yes
Name service at the peripheral
Cisco Resource Guide 223

Field Description Entry Default Required

Service How the service level is calculated Select from drop-down: Default No
Level Type Default Use the default
specified for the
peripheral
Ignore Abandoned Calls
Do not include abandoned
calls in the calculation
Abandoned Calls have
Negative Impact
Abandoned calls count as
exceeding the service
level threshold
Abandoned Calls have
Positive Impact
Abandoned calls count as
having been promptly
answered
Note. For services
associated with non-voice
MRDs or associated with
Peripherals that have a
ClientType of 30
(Enterprise Agent) or
ClientType of 51 (System
PG), only the Default and
Ignore Abandoned Calls
options are available.
Note. For services
associated with a
Communications
Manager, this is always
Ignore Abandoned Calls.
Service The acceptable time limit in seconds 0 to 1000000, or blank, to Null No
Level during which a call should be disable service level
Threshold answered. calculation and force the
router to use the service
level threshold of the
associated MRD
peripheral. If this field is
negative, the value of the
Service Level Threshold
field in the Peripheral
table is used.
Cisco Resource Guide 224

Field Description Entry Default Required

Skill Groups Tab
Skill The Skill Groups to associate with Select from lower list of Null No
Groups this service available skill groups and
click Add to associate the
checked skill groups with
this label. To remove a
skill group’s association
from this service, select
from upper list and click
Remove.
Advanced Tab
Enterprise The name used to identify the item on Unique. Up to 32 From Yes
Name the remote equipment. Leave blank to characters, alphanumeric, Name
auto-generate a unique name. period, and underscore
Note. If the item is created by characters only.
importing from the remote equipment, Must begin with
this name will match the Unified alphanumeric.
CCMP name (Name on the Details
tab). Changes to the name on the
remote equipment will be reflected
here, but under some circumstances,
will not affect the Unified CCMP
name.
Department (Only shown for tenants that are not Select from the drop- None No
small contact center tenants, and are down list of available
associated with Unified CCE departments.
instances running Unified CCE
version 10.5 or later). The department
that this resource is associated with.
Peripheral The number to be specified for this 0 to 999999999. Null Yes
Number service at the peripheral.
Media The media routing domain associated Select from list. Null Yes
Routing with this service.
Domain
Active The date from which this service Select date from calendar. Current Yes
From Date should be active within the system date
Active To The date after which this service Either leave Forever Forever No
Date should be deleted from the system checked, or uncheck
Forever and select date
from calendar.
Cisco Resource Guide 225

Field Description Entry Default Required

Custom Data Tab
Key The key for this custom data item. Unique. Up to 50 Null. No
characters, alphanumeric,
period, and underscore
characters only. Must
begin with alphanumeric.
Value The value to associate with this key. Up to 500 characters. Null Yes.
To add a new custom data
key-value pair, complete
both fields, and click
Add. You can have a
maximum of ten custom
data key-value pairs.
To edit an existing key-
value pair, rest the mouse
briefly on the entry, select
the edit icon ( ) and
make your changes. Then
select the tick to confirm
the change, or the cross to
undo the change.
To delete an existing key-
value pair, rest the mouse
briefly on the entry, select
the delete icon ( ), then
click OK to confirm the
deletion.

Editing a Service
To edit the details of an agent desktop:
1. In Resource Manager, go to the folder containing the service you want to edit, and view the
services in that folder using the Items panel list view.
2. In the Items panel, click on the service you want to edit. The details of this service are
displayed in the Details panel.
3. In the Details panel, click on the appropriate tab and make the desired changes.
4. Click Save.
Cisco Resource Guide 226

Skill Groups
About Skill Groups
A skill group is a collection of agents that share a common set of skills that enable them to handle
a particular type of task. For example, a skill group could define a group of agents who are
proficient at providing technical support for a particular product. Agents are assigned one or more
skills by associating the agent with the desired skill groups.
Each skill group is associated with a specific media routing domain such as voice, chat, or e-mail.

Note
Unified CCMP does not support sub-skill groups (skill groups defined as a subset of a parent skill
group).

Creating a Skill Group

To create a skill group:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the skill group.
2. In the Folder Tree panel, click Resource, and then click Skill Group.
3. Enter a unique name for the group.
4. Complete the remaining fields as described in section "Skill Group Fields".
5. To assign agents to the skill group, on the Agents tab, check the boxes of one or more
agents, and click on Add above the list.

Note
The Selected Path drop-down at the top allows you to select agents from other folders to add to
the skill group.
6. To create a route and assign it to the skill group, on the Routes tab, specify the name of the
route, and an optional description, then click Add. A new route will be created and
associated with the skill group when the skill group is saved.

Note
When a new skill group is added, if there is no associated route then business logic will add a
new default route. There must always be at least one route associated to a skill group, therefore
you will not be able to delete the last route on the skill group.
7. Click Save.
Cisco Resource Guide 227

Editing a Skill Group

To edit a skill group:
1. In Resource Manager, go to the folder containing the skill group you want to edit, and view
the skill groups in that folder using the Items panel list view.
2. In the Items panel, click on the skill group you want to edit. The details of this skill group are
displayed in the Details panel.
3. Click through the tabs and edit the fields you want to change.
4. To remove agents from a skill group, click on the Agents tab and check the boxes of the
agents you wish to remove from the team. Click Remove.
5. To remove a route association from a skill group, on the Routes tab, click Delete beside the
route you want to remove. The route will be deleted, and the association with the skill group
will be removed when the changes to the skillgroup are saved.

Note
There must always be at least one route associated to a skill group, therefore you will not be able
to delete the last route on the skill group.
6. To edit the details of an existing route that is associated with a skill group, click Edit beside
the route, make the required changes, then click Update to confirm the changes. The route
details will be changed when the changes to the skill group are saved.
7. Click Save.

Deleting a Skill Group

Note
You cannot delete a skill group that is referenced in a script. This reference must be removed
before the skill group can be deleted.
To delete one or more skill groups:
1. In Resource Manager, go to the folder containing the skill groups you want to delete, and
view the skill groups in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the skill groups to be deleted.
3. Click Delete.
4. In the Delete Skill Groups dialog box, click OK. The skill groups and any routes associated
with them will be deleted.
Cisco Resource Guide 228

Note
Deleting a skill group automatically removes it from any enterprise skill groups in which it is
referenced.

Bulk Uploading Skill Groups

In addition to creating skill groups one at a time, you can also bulk load skill group records
previously output to a CSV (comma separated values) file. For more information see section
"About Bulk Upload".

Skill Group Fields

This table shows the tabs and fields available for skill groups.

Field Description Entry Default Required

Details Tab
Name A unique enterprise name for the Unique. Up to 32 Null Yes
record. characters, letters,
Note. This may not be the same as the numbers, periods,
name by which the item is known on and underscore
the remote equipment (Enterprise characters only.
Name on the Advanced tab). Must begin with
Changing this name will not change letter or number.
the enterprise name or the name on
the remote equipment. Changes to the
name on the remote equipment will be
reflected in the enterprise name, but
under some circumstances, may not
change the name shown here.
Description A description of the skill group. Up to 255 characters. Null No
Path Only shown when resource is first Click on the drop- Current Yes
created. The location in the folder down arrow to show location in
tree where the resource is to be the folder tree, then folder tree
created. select the required
location.
Peripheral The peripheral to be used for the Select from list. Default Yes
agents in the skill group. Peripheral
Media A description of how contact is made Select from list Cisco_Voice No
Routing
Domain
Cisco Resource Guide 229

Field Description Entry Default Required

Contact A tick-box indicating whether Unified Check box. Checked No
Center CCE selects the Agents within the
Picks The Skill Group to receive calls
Agent
(IPTA)
Service Optionally, use to indicate how Select from Default, Use global No
Level Type abandoned calls should be factored in Ignore Abandoned setting
calculating service levels. Calls, Abandoned
Calls Have Negative
Impact, and
Abandoned Calls
Have Positive
Impact.
Note. The default is
Ignore Abandoned
Calls.
Service The threshold, in seconds, for the 0 to 2147483647. Null No
Level Unified CCE service level.
Threshold
Agents Tab
Agents Agents associated with this skill Select from lower Null No
group. list of available
agents and click Add
to include the
checked agents in
this skill group. To
remove existing
agents from this skill
group, select from
upper list and click
Remove.
To make this skill
group the default
skill group for an
agent, check the
Default box beside
the agent. To revert
the default skill
group for this agent
to the system default,
uncheck the box.
Cisco Resource Guide 230

Field Description Entry Default Required

Routes Tab
Route The name of the route. Unique. Up to 32 Null Yes
Name characters, letters,
numbers, periods,
and underscore
characters only.
Must begin with
letter or number.
Route A description of the route. Up to 255 characters. Null No
Description
Advanced Tab
Enterprise The name used to identify the item on Unique. Up to 32 From Name Yes
Name the remote equipment. Leave blank to characters, and
auto-generate a unique name. alphanumeric, Peripheral
Note. If the item is created by period, and
importing from the remote equipment, underscore
this name will match the Unified characters only.
CCMP name (Name on the Details Must begin with
tab). Changes to the name on the alphanumeric.
remote equipment will be reflected
here, but under some circumstances,
will not affect the Unified CCMP
name.
Department (Only shown for tenants that are not Select from the drop- None No
small contact center tenants, and are down list of available
associated with Unified CCE departments.
instances running Unified CCE
version 10.5 or later). The department
that this resource is associated with.
Peripheral The number to be used on the 0 to 16777215. Generated No
Number peripheral for the Skill Group automatically
Active The date from which the Skill Group Select date from Current date Yes
From Date should be active in the system calendar.
Active To The date after which the Skill Group Either leave Forever Forever No
Date should be deleted from the system checked, or uncheck
Forever and select
date from calendar.
Cisco Resource Guide 231

Field Description Entry Default Required

Custom Data Tab
Key The key for this custom data item. Unique. Up to 50 Null. No
characters,
alphanumeric,
period, and
underscore
characters only.
Must begin with
alphanumeric.
Value The value to associate with this key. Up to 500 characters. Null Yes.
To add a new custom
data key-value pair,
complete both fields,
and click Add. You
can have a maximum
of ten custom data
key-value pairs.
To edit an existing
key-value pair, rest
the mouse briefly on
the entry, select the
edit icon ( ) and
make your
changes. Then select
the tick to confirm
the change, or the
cross to undo the
change.
To delete an existing
key-value pair, rest
the mouse briefly on
the entry, select the
delete icon ( ),
then click OK to
confirm the deletion.

User Variables
About User Variables
A user variable is a named object which can hold a value up to 28 characters long. User variables
are used in routing scripts. User variable fields like Code text, Persistent checkbox, Description,
Active to date are editable.
Cisco Resource Guide 232

Note
User variables referenced by a script cannot be deleted.

Creating a User Variable

To create a user variable:
1. In Resource Manager, in the Folder Tree panel, select the folder where you want to create
the user variable.
2. In the Folder Tree panel, click Resource, and then click User Variable.
3. Complete the remaining fields as described in section "User Variable Fields". Active from
and to dates can be set in the Advanced tab.

Note
Unified CCE requires that all user variable names begin with the string user. The Code Text will
therefore automatically be prefixed with this string on saving. For example, if you enter a Code
Text of Temp, the resulting user variable will be called userTemp.
4. Click Save.

Deleting a User Variable

To delete one or more user variables:
1. In Resource Manager, go to the folder containing the user variables you want to delete, and
view the user variables in that folder using the Items panel list view.
2. In the Items panel, check the box or boxes of the user variables to be deleted.
3. Click Delete.
4. In the Delete User Variables dialog box, click OK. The user variables will be deleted.

Bulk Uploading User Variables

In addition to creating user variables one at a time, you can also bulk load user variable records
previously output to a CSV (comma separated values) file. For more information see section
"About Bulk Upload".

User Variable Fields

This table shows the tabs and fields available for user variables.
Cisco Resource Guide 233

Field Description Entry Default Required

Details Tab
Code Text The name of the user Up to 28 characters, consisting of Null Yes
variable. letters, numbers, and underscores
only.
Will be automatically prefixed with
‘user’ by the system upon saving
Object The type of object with Select from list Null Yes
Type which to associate the
variable. You may choose
not to associate the user
variable with an object by
selecting OT_USER_
VARIABLE.
Data Type The data type for the Select from list Long Yes
variable.
Persistent Whether the user variable Check box. Checked No
retains value across Central
Controller restarts.
Description A description of the variable Up to 255 characters. Null No
and how it should be used.
Path Only shown when resource Click on the drop-down arrow to Current Yes
is first created. The location show the folder tree, then select the location
in the folder tree where the required location. in folder
resource is to be created. tree
Advanced Tab
Active The date from which the Select date from calendar. Current No
From Date variable will be active in the date
system.
Active To The date after which the Either leave Forever checked, or Forever No
Date variable should be deleted uncheck Forever and select date
from the system. from calendar.
Cisco Resource Guide 234

Field Description Entry Default Required

Custom Data Tab
Key The key for this custom data Unique. Up to 50 characters, Null. No
item. alphanumeric, period, and
underscore characters only. Must
begin with alphanumeric.
Value The value to associate with Up to 500 characters. Null Yes.
this key. To add a new custom data key-
value pair, complete both fields,
and click Add. You can have a
maximum of ten custom data key-
value pairs.
To edit an existing key-value pair,
rest the mouse briefly on the entry,
select the edit icon ( ) and make
your changes. Then select the tick
to confirm the change, or the cross
to undo the change.
To delete an existing key-value
pair, rest the mouse briefly on the
entry, select the delete icon ( ),
then click OK to confirm the
deletion.
Security 235

Security

Security Features
About Security
Security and the Folder Structure
Security management in Unified CCMP is folder based, and therefore a basic folder structure
needs to be in place before security can be set up. Users are granted permissions to perform
certain tasks within specified folders, and these permissions are inherited by the child folders and
on down through the folder tree.

Inheritance and Policy Root Folders

By default, all folders except the tenant folder inherit the permissions of their parent. The tenant
folder is therefore considered the root folder for a single security policy.
This inheritance link can be broken for individual folders, allowing separate permissions to be
applied to them. These folders become policy roots, with their child folders inheriting their
permissions.
Security 236

Figure 9.1 Folders and Security Policies

Note
When changing a user's permissions on a folder, checking the Change permissions for sub-
folders box forces the system to propagate the changes into any policy roots below it in the tree.

About Users and Groups

Users can belong to groups of users that have the same permissions. The permissions assigned to
that group apply to all members of that group.
Groups may be members of other groups. For example, if you wanted users with permissions over
the San Francisco policy root to have permissions only within the San Francisco tree, but users
with permissions within the New York policy root to have permissions within both New York and
San Francisco, you could create a group for each policy which had permissions only within that
policy, and then make the New York group a member of the San Francisco group.
Security 237

Figure 9.2 Groups and Security Policies Example

Both users and groups may be members of more than one group.
Users and groups are created, moved, edited and deleted using the User Manager (see section
"Users") and the Group Manager (See section "Groups").

About Default Groups

When you break the inheritance link for a folder, you create a new policy root folder. This
automatically creates a number of default user groups within the policy root folder, with
permissions over that policy. The default groups that are created, and the permissions they are
assigned on folders, are set in the security settings (see section "Changing the System Settings").
Two default groups are also present in the Root folder. These are:
Everyone: allows users to browse the Shared and Unallocated folders. When a user is
created they are automatically assigned to this group.
Administrators: provides the host administrator with full permissions throughout the system.
The details of these two groups cannot be changed, although users and groups may be assigned to
them or removed from them as normal.

About Permissions
Individual permissions (or tasks), such as creating agents or viewing resources, are gathered
together into roles. Permissions for users and groups are then granted by means of these roles.
There are two kinds of role used to grant permissions:
Global roles globally ‘switch on’ the ability to perform certain kinds of action within the
system, such as the ability to access the Security Permissions Manager tool (see section
"Global Roles" for more information about global roles).
Security 238

Folder roles specify the tasks which may be performed within individual folders, for
example the ability to manage security within a specific tenant folder (see section "Roles"
for more information about folder roles).
For example, to manage security for a folder, a user needs a global role granting security
management permissions, and a folder role granting permission to manage security within that
folder.

About Default Roles

A number of default roles are provided with the system. These roles are shown below.
Default global roles:
Global Basic: allows a user to perform basic provisioning and management functions.
Global Advanced: allows a user to perform advanced provisioning and management
functions, including all those allowed by the Global Basic global role.
Global Host: allows a user to perform all licensed functions.
Default folder roles:
Supervisor: allows a user to manage users and most resources in the specified folder.
Basic: allows a user to browse most resources in the specified folder.
Advanced: allows a user to browse and access to most resources in the specified folder,
including all those allowed by the Basic folder role and the Supervisor folder role.
Full Permissions: allows a user to perform all licensed functions in the specified folder.

About Security Management Tools

Unified CCMP provides the following functions to manage security.

Function Usage
Global Allows you to create and manage global roles, and to assign these
Roles global roles to users and groups. See section "Global Roles".
Roles Allows you to create and manage folder roles. See section "Roles".
Note. Use Security Permissions Manager to assign folder roles to
users or groups for specific folders.
Users Allows you to create and manage users, and to view the folder roles
and global roles they have. See section "Users".
Security 239

Function Usage
Groups Allows you to create and manage groups, and to view the folder roles
and global roles they have. See section "Groups".
Security Allows you to view and edit (but not create) folder roles, assign
Permissions folder roles to users and groups, change folder security inheritance
Manager and view and edit users and groups. See section "Security
Permissions".
Note. Use Global Roles to assign global roles to users and groups.

Users
About Users
Unified CCMP allows advanced mode users with appropriate permissions to create and manage
users, and to view the folder roles and global roles they have.
Unified CCMP treats user accounts similarly to resources. That is, each user account must be
contained within a specific folder, and users with appropriate permissions on that folder can
change the properties of that user (for example, the password) or move or delete the user account.

Notes
The folder that contains a user account does not affect the permissions of that user.
To change the permissions (folder roles) a user has on specific folders, use Security
Permissions Manager (see section "Security Permissions").
For auto-provisioned users, the timezone of the user is the default report time zone. If the
user is not auto-provisioned, the the Timezone of a new user is set to the timezone of the
user creating it. This can be changed in User Settings page at a later time.

Starting the User Manager

To start the User Manager:
1. Click the "hamburger" icon ( ) in the menu bar, to show the tools menu.
2. Select Security > Users.

Creating a User
To create a user:
1. In User Manager, select the folder in which you want to create the new user.
2. Click the New option. The Create a New User page will open.
3. Enter the following details:
Security 240

In the Login Name field enter the name for the new user account. The user will use
this name to login to Unified CCMP.

Note
There are specific requirements on the format of the login name for:
all users in installations that use external login authentication
ISE-enabled users in all installations.
For users in installations that use external Windows login authentication, the down-
level logon name format (for example testdomain\user1) must be used.
The login name must correspond to an existing Windows Active Directory user,and
must be formatted as <domain-name\username>, where <username> is the
Windows username and <domain-name> is the NetBIOS domain name. The login
name must exactly match the details in the corresponding Active Directory entry.
For ISE users, external login is not supported. However, the username must still be in
the <username>@<domain-name> format, where <username> is the Windows
username and <domain-name> is the fully qualified domain name.
In the Password field enter the password for the new user. This field is not present in
installations that use external login authentication.

Notes
The user's password cannot be the same as their login name, and must meet any
password restrictions that are specified by the system administrator in Settings
> Security Settings.
Additionally, for an ISE-enabled user the password must match the password for the
corresponding Windows active directory user.
In the Confirm Password field re-enter the selected password.
In the First Name and Last Name fields enter the user's details.
In the Email field enter the email address (if any) of the new user.
In the Description field, optionally enter any explanatory text, such as a job title.
Enter the User Home Folder that the user will start in when they log in. If you leave
this blank, it will automatically be set to the folder the user is created in.
If required, select Create a new folder for this user, to create a new folder for the
user below the user home folder. The name of the new folder will be the user’s login
name followed by the default folder suffix specified in Settings > Security Settings >
User Folder Suffix.

Note
Security 241

Basic users will only be able to view their home folder.

4. Select any of the following check boxes which are applicable:
Select the Advanced Mode check box to choose whether you are using the standard or
advanced mode user interface. In advanced mode your home page shows your
personalized gadget layout, which you can configure and customize with the gadgets of
your choice to help you carry out the tasks you do regularly. In standard mode your
home page shows your team management page.
Select the Account Enabled check box to ensure that the user is live in the system. If
Cleared the new user account will be saved in the system, but the user will not be able
to login.
Select the Local Login Enabled check box to allow the user to login to the system
using Local Login.
Select the User must change password at next Logon check box to prompt the new
user to change their password after their first login.
Select the Password Never Expires check box to assign the password to the new user
indefinitely.
Select the User cannot change password check box to prevent the new user from
changing their own password (it can still be changed by administrators).

Note
The User cannot change password checkbox is always unchecked for a user created
using the Copy method.
Select the Internet Script Editor Enabled check box to specify that this user is ISE-
enabled (see section "About ISE Enabled Users"). This also creates a linked Unified
CCE user that can access Cisco's Internet Script Editor using Unified CCMP security
partitioning.

Note
If you select Internet Script Editor Enabled you must also ensure that:
the Login Name is in the format specified above for ISE-enabled users
the user has the Browse Dimensions permission on the folders containing the
scripts and resources that the linked Unified CCE user needs to be able to access
in Cisco's Internet Script Editor.
the user logins into Unified CCMP using local login, as windows authentication is
not supported by ISE.
5. If you wish to create more than one user, select the Create Another check box.
6. Click Save.
Security 242

Notes
You can also create a user in Resource Manager (in the Folder Tree panel, select System
> User).
ADFS users can be created automatically, if the Ex Auto Create User check box is
selected within the Systems Properties Manager in ICE, and if they are given the correct
claim rules within ADFS. For more information, see the Unified CCMP ICE document.

Editing User Details

To edit user details in User Manager:
1. In User Manager, select the folder containing the user to be edited.
2. Click on the user. A page showing the user details opens.
3. Edit details as desired. The user's password can be changed from the Password tab, and the
user can be added or removed from groups using the Groups tab.

Notes
You can also edit a user in Resource Manager by clicking on the user in the Items panel (list
view).
You cannot change a user's password if they have logged in using external login authentication,
as passwords are not stored within Unified CCMP.

Moving a User
To move a user in User Manager:
1. Click the Move option. The Move a user page will open.
2. Go to the folder you want to move the user to.
3. Click Save.

Note
You can also move a user in Resource Manager by selecting the check box beside the user in
the Items panel (list view) and clicking Move.

Deleting a User
To delete a user:
1. Select the check box beside the user to be deleted.
2. Click the Delete option and confirm the deletion when prompted.
Security 243

Note
You can also delete a user in Resource Manager by selecting the check box beside the user in
the Items panel (list view) and clicking Delete.

Copying a User
To copy a user thus copying all of the user’s settings, group memberships and roles:
1. Click on the Copy option. A dialog displaying empty user fields will be displayed.
2. Fill in the details of the new user.
3. Click the Save button to create the copy of the user.

Viewing User Permissions

To see a user's permissions (folder roles and global roles):
1. Click on the Access option. You can see the folders the user can access, the roles the user
can perform on each folder and the global roles the user has.

Note
The Access option does not show whether these permissions have been assigned directly to the
user or through group memberships.
If there is an asterisk (*) beside a folder role or global role in the list, then that permission is not
currently active. This can happen if the user inherits the permission by being a member of a
group that has the permission, but the group is not enabled.

Changing User Permissions

To change the permissions (folder roles) a user has in a folder, use the Security Permissions
Manager tool (see section "Security Permissions").
To change the global roles that a user has, use the Global Role Manager (see section "Global
Roles").

Note
For ease of maintenance, it is recommended that you assign user permissions to groups, not to
individual users.

Changing the Groups a User Belongs To

To change the groups a user belongs to, use the Groups tab:
1. Select the Groups tab for the user.
2. From the Groups tab, you can remove the user from groups by clicking on the Delete icon (
) beside each group.
Security 244

3. You can add the user to new groups, as follows:

Click the Add to Group button. A dialog box opens.
Go to the folder containing the group the user is to be added to.
Select the check box of the group or groups. You can select groups from multiple
folders.
4. Click Close and Save.

About ISE Enabled Users

ISE enabled users are Unified CCMP users that are linked to Unified CCE users. When the linked
Unified CCE user runs Cisco's Internet Script Editor (ISE), Unified CCMP security is applied to
the scripts and resources shown. So the Unified CCE user is only able to access the ISE scripts
and resources that the linked Unified CCMP user is able to access.
There are two ways to create a linked Unified CCE and Unified CCMP user so that Unified
CCMP security can be applied to ISE scripts and resources. Normally, you will create the user in
Unified CCMP, specify that it is ISE-enabled, and Unified CCMP will automatically create the
linked Unified CCE user (see section "Creating a User"). But if a suitable user already exists in
Unified CCE, Unified CCMP will automatically import it. You can then configure the user as
ISE-enabled in Unified CCMP.
For more information about configuring ISE to use Unified CCMP security and creating ISE
enabled users, see Administration Guide for Cisco Unified Contact Center Management Portal,
chapter Remote Resource Provisioning, section Partitioned Internet Script Editor.

Configuring Imported UCCE Users for ISE Integration

Existing Unified CCE administrator users are automatically imported into Unified CCMP in a
format which supports Internet Script Editor (ISE) partitioning. These Unified CCMP users need
to be configured before the corresponding Unified CCE users can use the ISE for partitioned
editing.
To configure an imported Unified CCE user for partitioned ISE access:
1. In User Manager or Resource Manager, locate the user to be edited. The user name will
be formatted as <username>@<domainname>, where <username> is the Windows user
name and <domainname> is the fully qualified Windows domain name. An example of an
imported user name could be iseuser1@testdomain.local. The imported user will be in your
default import location unless you have moved the user after the import.
2. Click the user to view the details.
3. On the Details tab, select Account Enabled to enable the user.
4. Give this user Browse Dimensions permission on the Unified CCE folders and resources
that they need to access using the Cisco Internet Script Editor. You can do this in one of the
following ways:
Security 245

Select the Groups tab and add the user to a group that already has the required
permissions.
Alternatively, after you have finished the remaining steps in this section, in User
Manager select the check box beside the user, then click Change Permissions.
Identify a suitable folder role that includes Browse Dimensions, and assign it to this
user for each of the folders containing the scripts and resources you want this linked
user to be able to access.
5. Click Save to update the user details for the linked Unified CCMP user.
6. If your Unified CCMP installation does not use single sign on, then before this user can be
used to access ISE, you must log in to Unified CCMP as this user, and supply a password
when prompted. This password must be the same as the password for the corresponding
Windows active directory user. If your Unified CCMP installation uses single sign on, this
step is not required.

Note
For more info about ISE enabled users, see section "About ISE Enabled Users" and
Administration Guide for Cisco Unified Contact Center Management Portal, Chapter Remote
Resource Provisioning, section Partitioned Internet Script Editor.

User Fields
Fields Available When Creating a User
Security 246

Field Description Entry Default Required

Login A unique login name for the Portal Unique. Up to 255 Null Yes
Name user. characters. Any Unicode
character is valid.
Additionally, for ISE-
enabled users, and all
users in installations that
use SSO, the following
applies. The login name
must correspond to an
existing Windows Active
Directory user,and must
be formatted as
<domain-
name\username>, where
<username> is the
Windows username and
<domain-name> is the
fully qualified Windows
domain name. An
example is
user1@testdomain.local
. The login name must
exactly match the details
in the corresponding
Active Directory entry.
First Name The first name of the Portal user. Up to 50 characters. Null No
Last Name The last name of the Portal user. Up to 50 characters. Null No
Email The user’s email address Up to 255 characters. Null No
Must be a valid email
address in the format
name@domain.extension.
Culture The language and location setting for Select from the drop- Culture Yes
this user. down list setting
of the
user
creating
the new
user
Description A description of the Portal user. Up to 500 characters. Null No
Security 247

Field Description Entry Default Required

Account Indicates whether this user is currently Check this box to specify Selected No
Enabled active on the system. that the user is currently
active. If this box is not
checked then this user
will not be able to log on
to the Portal web
application.
Local Indicates whether this user can login Check this box to allow Selected No
Login to the system using Local Login. the user to login to the
Enabled system using Local
Login.
User must Indicates whether this password is Check this box to force Null No
change only valid for a single log in. the user to change their
password password the next time
at next they log in.
login
Password Indicates whether the password will Check this box to specify Null No
never never expire. that the user’s password
expires never expires. If this box
is not checked, the user’s
password will expire
after the number of days
specified in Settings >
Security Settings >
Password Expiry. Note:
Even with a password
that never expires, if a
user does not log in
within a specified time
limit, the account is
disabled. By default, this
time limit is 120 Days.
User Indicates whether the user can change Check this box to specify Null No
cannot their password. that the user cannot
change change their password. If
password this box is not checked,
the user can change their
password using Settings
> Change Password.
User Home The user’s home folder. From the folder tree, / Yes
Folder select the location of the
home folder that the user
will be taken to on login.
Security 248

Field Description Entry Default Required

Internet Indicates whether the user is linked to Check this box to create Cleared No
Script a Unified CCE user. a linked Unified CCE
Editor user that can access
Enabled Cisco's Internet Script
Editor using the security
settings of this Unified
CCMP user. In this case,
the following apply:
The login name must
correspond to an
existing Windows
active directory user.
If the installation does
not use single sign on,
the specified
password must match
the password for the
corresponding active
directory user.
Create a Indicates whether to create a new Check this box to create Cleared No
new folder folder for this user. a new folder for the user
for this below the User Home
user Folder. The name of the
new folder will be the
user’s Login Name
followed by the default
folder suffix specified in
Settings > Security
Settings > User Folder
Suffix.
Security 249

Field Description Entry Default Required

Password The password that the user will use to Only required if the Null Yes, if
log in to the system. installation does not use local login
single sign on. is enabled
The user’s password
cannot be the same as
their Login Name, and
must meet any password
restrictions that are
specified by the system
administrator in Settings
> Security Settings.
Additionally, for an
Internet Script Editor
enabled user, the
password must match the
password for the
corresponding Windows
active directory user.
Confirm The same as for the Password field. Only required if the Null Yes, if
Password This ensures that the user is not installation does not use local login
prevented from logging in by single sign on. is enabled
typographical errors made when Enter password
setting his or her password. confirmation. This must
match the value specified
in the Password field.

Fields Available When Editing a User

Field Description Entry Default Required

Details Tab
Login A unique login Unique. Up to 255 characters. Any Unicode Current Yes
Name name for the character is valid. value
Portal user. Additionally, for an Internet Scrip Editor
enabled user, the login name must correspond
to an existing Windows active directory user.
This name must be formatted as
<username>@<domainname>, where
<username> is the Windows username and
<domainname> is the fully qualified Windows
domain name, for example,
iseuser1@testdomain.local
First Name The first name of Up to 50 characters. Null No
the Portal user.
Security 250

Field Description Entry Default Required

Last Name The last name of Up to 50 characters. Null No
the Portal user.
Email The user’s email Up to 255 characters. Must be a valid email Null No
address. address in the format name@domain.extension
Description A description of Up to 500 characters. Null No
the Portal user.
User Home The user’s home From the folder tree, select the location of the / Yes
Folder folder. home folder that the user will be taken to on
login.
Allow Indicates Check this box to specify whether the user has Null No
User to whether this user advanced mode functionality. Cannot be
Enable has advanced selected until the user is a member of an
Advanced mode advanced group.
Mode functionality. To use the expert UI or toggle between expert
and basic view the user will also need to have
advance user task permissions.
Account Indicates Check this box to specify that the user is Selected No
Enabled whether this user currently active. If this box is not checked then
is currently this user will not be able to log on to the portal
active on the web application.
system.
Internet Indicates Check this box to create a linked Unified CCE Cleared No
Script whether the user user that can access Cisco's Internet Script
Editor is linked to a Editor using the security settings of this
Enabled Unified CCE Unified CCMP user. In this case, the following
user. apply:
The login name must correspond to an
existing Windows active directory use.
ISE The ISE The password must match the password for the Null No
Password password of the corresponding Windows active directory user.
Portal User.
Password Tab (only present if the installation does not use single sign on)
Reset Whether to reset Check this box to reset the user’s password. Null No
Password the password for
this user.
Security 251

Field Description Entry Default Required

Password Only shown if The user’s password cannot be the same as Null Yes
Reset Password their Login Name, and must meet any
is checked. The password restrictions that are specified by the
new password system administrator in Settings > Security
for this user. Settings.
Additionally, for an Internet Script Editor
enabled user, the password must match the
password for the corresponding Windows
active directory user.
Confirm Only shown if Enter password confirmation. This must match Null Yes
Password Reset Password the value specified in the Password field.
is checked. The
same as for the
Password field.
User Set by the system Clear this box to re-enable the user if the user Null No
exceeded if the user has has been locked out for exceeding the
maximum been locked out maximum number of login attempts.
login of the system The user will not be able to log on to the portal
attempts because the until this box has been cleared.
maximum
number of login User Exceeded Maximum Login Attempts
attempts has hidden in Single Sign-On mode.
been exceeded.
Password Indicates Check this box to specify that the user’s Null No
never whether password never expires. If this box is not
expires password will checked, the user’s password will expire after
never expire. the number of days specified in Settings >
Security Settings > Password Expiry. Note:
Even with a password that never expires, if a
user does not log in within a specified time
limit, the account is disabled. By default, this
time limit is 120 Days.
User Indicates Check this box to specify that the user cannot Null No
cannot whether the user change their password. If this box is not
change cannot change checked, the user can change their password
password their password. using Settings > Change Password.
User must Indicates Check this box to force the user to change their Null No
change whether this password the next time they log in.
password password is only
at next valid for a single
login log in.
Security 252

Field Description Entry Default Required

Groups Tab
Groups Add this user to To add user to a group, click Add to Group, Null No
a group or go to the folder that contains the group, then
remove this user select the group and click OK.
from a group. To remove a user from a group, click the
beside the group you want to remove the user
from.

Groups
About Groups
Unified CCMP enables advanced mode users with appropriate permissions to create and manage
groups, and to view the folder roles and global roles they have.
Unified CCMP treats groups similarly to resources. That is, each group must be contained within
a specific folder, and any user with appropriate permissions on that folder can change the
properties of the group.

Notes
The folder that contains a group does not affect the permissions of that group.
To change the permissions (folder roles) a group has on specific folders, use Security
Permissions Manager (see section "Security Permissions").

Starting the Group Manager

To start the User Manager:
1. Click the "hamburger" icon ( ) in the menu bar, to show the tools menu.
2. Select Security > Groups.

Creating a Group
To create a group:
1. In Group Manager, select the folder in which to create the new group.
2. Click the New option. The Create a new group page opens.
3. Enter the following details:
In the Name field enter the name for the new group. Groups in different folders may
have the same name.
Security 253

In the Description field enter a description for the group, such as a summary of its
permissions or the categories of users it is intended for.
If you want to create more than one group, select the Create Another check box to
remain on the Create a new group page after you have created this group.
4. Click Save.

Note
You can also create a group in Resource Manager (in the Folder Tree panel, select System >
Group).

Editing Group Details

To edit group details:
1. Click on the group to be edited. A page showing the group details opens.
2. Edit details as desired. Members of the group can be added or removed using the Members
tab, and the group itself can be added to or removed from other groups using the Groups tab.

Note
You can also edit a group in Resource Manager by clicking on the group in the Items panel (list
view).

Moving a Group
To move a group:
1. Select the check box beside the group to be moved.
2. Click Move. The Move a group page opens.
3. Go to the folder you want to move the group to.
4. Click Save.
Alternatively, click on the group name and click the Move option from the details page.

Note
You can also move a group in Resource Manager by selecting the check box beside the group in
the Items panel (list view) and selecting Move.

Deleting a Group
To delete a group:
1. Check the group to be deleted's check box.
2. Click the Delete option and confirm the deletion when prompted.
Security 254

Note
You can also delete a group in Resource Manager by checking the box beside the group in the
Items panel (list view) and selecting Delete.

Viewing Group Permissions

To view the permissions of a group (folder roles and global roles):
1. Click on the group. A page showing the group details will open.
2. Click on the Access option. You can see the folders that members of this group can access,
the roles that they can perform on each folder and the global roles the user has.

Note
The Access option does not show whether these permissions have been assigned directly to the
group or are inherited through membership of other groups.
If there is an asterisk (*) beside a folder role or global role in the list, then that permission is not
currently active. This may be:
because the folder role or global role is not enabled
because the group has inherited the permission by being a member of a larger group that has
the permission, but the larger group is not enabled
because the group is not enabled.

Changing Group Permissions

To change the permissions (folder roles) members of a group have in a folder, use the Security
Permissions Manager (see section "Security Permissions").
To change the global roles that members of a group have, use the Global Role Manager (see
section "Global Roles").

Changing the Members in a Group

To change the members of a group, use the Members tab:
1. Select the Members tab of the group to be changed.
2. To remove members, click on the Delete ( ) icon beside their names.
3. To add members:
Click the Add Members button. A pop-up will open.
Go to the folder containing the users or groups to be added to the current group. You
can use the fields at the top to filter this view to show only users or only groups, or to
search for specific names.
Security 255

Check the check. box of the new members. You may select users and groups from
multiple folders.
4. Click OK and Save.

Note
You can also change the members in a group in Resource Manager by clicking on the group in
the Items panel (list view).

Changing the Groups a Group Belongs To

To change the groups that a group belongs to, use the Groups tab:
1. Select the Groups tab.
2. To remove the group from other groups it is a member of, click the Delete icon ( ) by the
group.
3. To add the group to other groups:
Click the Add to Group button. A dialog box will open.
Go to the folder containing the group the current group is to be added to.
Check the check box of the group or groups. You may select groups from multiple
folders.
4. Click OK and Save.

Note
You can also change the groups a group belongs to in Resource Manager by clicking on the
group in the Items panel (list view).

Group Fields
Fields Available When Creating a Group

Field Description Entry Default Required

Name A unique Unique. Up to 50 characters, letters, numbers, Null Yes
name for the and underscore characters only. Must begin with
group. letter or number.
Description A description Up to 255 characters. Null No
of the group.

Fields Available When Editing a Group

Security 256

Field Description Entry Default Required

Details Tab
Name A unique name for Unique. Up to 50 characters, letters, Null Yes
the group. numbers, and underscore characters only.
Must begin with letter or number.
Description A description of the Up to 255 characters. Null No
group.
Enabled Indicates whether Check this box to specify that the group is Selected No
this group is currently active. If this box is not checked
currently active on then any access that has been granted to
the system. users through this group is not available.
Members Tab
Members Add members to this To add one or more members to this group, Null No
group or remove click Add Members, go to the folder that
members from this contains the users to add, then select the
group. user or users and click OK.
To remove a user member from this group,
click beside the user you want to
remove from the group.
Groups
Groups Add this group to To add this group to another group, click Null No
another group or Add to Group, go to the folder that
remove this group contains the group you want to add this
from another group. group to, then select the group and click
OK.
To remove this group from another group,
click beside the group you want to
remove this group from.
 257

Security Permissions
About Security Permissions
Unified CCMP allows advanced mode users with appropriate permissions to:
view the folder-based roles assigned to users and groups for a particular folder
assign folder-based roles to users and groups for a particular folder
change the folder role inheritance for a folder
view and edit the permissions available in a folder-based role
view and edit users
view and edit groups.

Note
You cannot use the Security Permissions Manager to assign global roles to users and groups. Use
the Global Role Manager to assign global roles to users and groups.

Starting the Security Permissions Manager

To start the Security Permissions Manager:
1. Click the "hamburger" icon ( ) in the menu bar, to show the tools menu.
2. Select Security > Permissions.

Viewing Folder Roles Assigned to a Folder

To see the folder roles that users and groups have on a particular folder, select that folder from the
folder tree on the left. All the folder roles that users or groups have on the selected folder are
shown in the Permissions tab.

Assigning Folder Roles to Users and Groups

To use Security Permissions Manager to assign folder roles to users or groups:
 258

1. In Security Permissions Manager select the folder that contains the users or groups you
want to assign folder roles to. Then:
either click on the Users tab to see the users in that folder
or click on the Groups tab to see the groups in that folder.
2. Check the box or boxes beside the users or groups that you want to edit the permissions for.
3. Click Change Permissions to change the folder roles for the selected users or groups.
4. If you see a message telling you that the current folder is inheriting permissions, and you
want to break the inheritance and set different permissions for this folder, click Edit Item
Security then OK to confirm the action. Cancel if you do not want to break the inheritance.
5. If you are continuing to set folder roles, in the Folder Permissions dialog box, select a
folder location from the folder tree on the left hand side of the screen, and one or more
folder roles from the right hand side of the screen.
6. Check the Change Permissions for Subfolders if you want to copy the changed
permissions to the subfolders of the selected folder also.
7. Click Save to see a summary of the folder roles that will be changed.
8. Click Confirm to apply the new folder roles.

Note
When assigning folder roles, be aware that, in some cases, to modify an item, users may need
browse permissions on related items as well as needing permissions to modify the item itself. For
example, in order to modify Agent and/or Skill Group configuration, a user must be able to see
the Peripheral that they belong to.

Changing the Inheritance for a Folder

To change a folder's inheritance rule:
1. In Security Permissions Manager select the folder to change the inheritance for.
2. In the Permissions tab, clear the Inherit permissions from parent check box to break the
inheritance with the parent (or select it to reapply inheritance).
3. Click OK to confirm.
If you break the inheritance, the initial permissions will be set to those that currently
exist on the folder. These can then be changed if necessary.
If you recreate the inheritance, the security settings for the folder will be replaced with
those of its parent folder.

Viewing and Editing Folder Roles

To view the folder tasks that are included in a folder role:
 259

1. In Security Permissions Manager, select a folder and click the Permissions tab to view
the folder roles that apply to the selected folder.
2. Click on the folder role that you want to view or edit, to see a list of tasks that could be
included in this folder role.
3. Check the tasks you want to add to the folder role, and uncheck the tasks you want to
remove from the folder role.
4. Click Save to save your changes.

Note
You can also use the Role Manager tool to view or edit the folder tasks included in a folder role
(see section "Editing a Folder Role").

Editing User Details

To edit user details in Security Permissions Manager:
1. In Security Permissions Manager, select the folder that contains the user you want to edit.
Click the Users tab to see the users in that folder.
2. Edit the user details as described in section "Editing User Details".
3. Click Save.

Editing Group Details

To edit group details in Security Permissions Manager:
1. In Security Permissions Manager select the folder that contains the group you want to edit.
Click the Groups tab to see the groups in that folder.
2. Edit the group details as described in section "Editing Group Details".
3. Click Save.

Roles
About The Role Manager

Note
The Role Manager is only available to advanced mode users.
The Role Manager enables you to create and manage folder roles.
 260

Note
You cannot use the Role Manager to assign folder roles to users and groups. Use the Security
Permissions Manager to assign folder roles to users or groups for specific folders.

About Folder Roles

Folder roles are sets of permissions that users and groups may be granted on specific folders.
They are not contained within individual folders, but exist throughout the system and can be
applied to any user or group for any folder.
The roles that are needed in Unified CCMP are determined by the requirements of the different
categories of user who will be working within that system. For each folder role created there
should be a global role which provides all the global permissions necessary to allow performance
of the tasks specified. A global role with more permissions than needed can normally be safely
used instead.
For example, if a folder role contains the task 'Manage Dimensions', there should also be a global
role containing the 'Resource Manager' task along with tasks like 'Provision Agent', 'Provision
Agent Desktop', depending on which resources the folder role allows users to manage.

Notes
By default, only host administrators can manage folder roles.
To grant users roles on specific folders, use the Security Permissions Manager instead (see
section "Security Permissions").
If some roles appear disabled and marked as unlicensed following an install or an upgrade, it
may be that you need a license upgrade to access those features. Contact your reseller for
further information.

Starting the Role Manager

To start the Role Manager so you can manage folder-based roles:
1. Click the "hamburger" icon ( ) in the menu bar, to show the tools menu.
2. Select Security > Roles.

Creating a Folder Role

To create a folder role:
1. In the Role Manager, click New.
2. Give the new role a name reflecting the permissions it grants or the category of user it is
intended for.
3. Add a description if necessary, such as a summary of the permissions granted or a list of the
global roles that are suitable for use with this folder role.
 261

4. Select the tasks to be included in this role.

5. Click Save.

Assigning a Folder Role

To assign a folder role to a folder, use the Security Permissions Manager tool (see section
"Security Permissions").

Editing a Folder Role

To edit a folder role:
1. In Role Manager, click the folder role you want to edit.
2. Select the tasks you want to add to the folder role, and clear the tasks you want to remove
from the folder role.
3. Click Save to save your changes.

Deleting a Folder Role

To delete a folder role, in Role Manager, select the folder role you want to delete, click Delete,
and then OK.

Note
You will not be able to delete a folder role that is still being used.

Global Roles
About The Global Role Manager

Note
The Global Role Manager is only available to advanced mode users.
The Global Role Manager enables you to create and manage global roles, and to assign these
global roles to users and groups.

About Global Roles

Global roles are collections of tasks that specify the permissions a user has the potential to
perform within the system. For example, a user assigned a global role that includes the 'Resource
Manager' task has the potential to access Resource Manager if they are assigned folder roles that
require this. Global roles are not contained within individual folders, but exist throughout the
system and can be applied to any user or group.
 262

The roles that are needed in Unified CCMP are determined by the requirements of the different
categories of user who will be working within that system.

Note
If some roles appear disabled and marked as unlicensed following an install or an upgrade, it may
be that you need a license upgrade to access those features. Contact your reseller for further
information.
Global roles can normally only be managed by host administrators, but it is possible to allow
tenant administrators to grant users and groups global permissions without assigning them full
global security permissions by setting up global permissions groups in each tenant root, each of
which has been uniquely assigned a particular global role.

Starting the Global Role Manager

To start the Global Role Manager:
1. Click the "hamburger" icon ( ) in the menu bar, to show the tools menu.
2. Select Security > Roles. This starts the Role Manager, which manages folder-based roles.
3. In the Role Manager menu bar, click Global Roles.

Creating a Global Role

To create a global role:
1. In the Global Role Manager, click New.
2. Give the new role a name reflecting the permissions it grants or the category of user it is
intended for.
3. Add a description if necessary, such as a summary of the permissions granted.
4. Select the tasks to be included in this global role.
5. Click Save.

Assigning a Global Role

To grant or remove global permissions:
1. In the Global Role Manager, click the global role to be assigned to users or groups. The
properties of the global role are displayed.
2. Click the Members tab.
To remove a user or group from this global role:
1. Click the Delete icon ( ) by the member, and then click Confirm.
To add a user or group to this global role:
 263

1. Click the Add Members button. A dialog box will open.

2. Go to the folder containing the users or groups to be assigned this global role. You can use
the fields at the top to filter this view to show only users or only groups, or to search for
specific names.
3. Select the required members. You can select users and groups from multiple folders. Then
click OK.
4. Close and Save.

Editing a Global Role

To edit a global role:
1. In the Global Role Manager, click the global role to be edited.
2. Click the Details tab and change the details if required.
3. On the Tasks tab select the tasks you want to add to the global role, and clear the tasks you
want to remove from the global role.
4. Click Save to save your changes.

Deleting a Global Role

To delete a global role:
1. In the Global Role Manager, select the global role you want to delete and click Delete.
2. Click OK to confirm the deletion.

Note
You will not be able to delete a global role that still has members.
 Standard Gadgets Guide 264

Standard Gadgets Guide

Note
Gadgets are only available to advanced mode users.

CVP Resource Upload Gadget

Ab o u th e CVP Re s o u rc e Up lo a d Ga d g e t

About the CVP Resource Upload Gadget

The CVP Resource Upload gadget enables you to upload media files to CVP media servers in
your system, and to change the audio associated with existing media files.
The mediafiles and IVR apps must be uploaded into a folder that is associated with a CVP
resource. A media file is a .wav file that is used by IVR to play back prompts and messages to
callers. Media files are stored on CVP media servers. Snippet about media files.IVR apps are
uploaded as zip files that contain the various application components. One zip file can contain
more than one IVR app.
T a s k s As s o c ia te d with th e CVP Re s o u rc e Up lo a d g a d g e t

Tasks Associated with the CVP Resource Upload gadget

Up lo a d in g a Me d ia file

Uploading a Mediafile
You can upload a mediafile to your system by following these steps:
1. Open the CVP Resource Upload Gadget. From the Type drop-down, select Mediafile.
2. Select Create.
3. From the folder tree, select a folder that is associated with a CVP resource to upload your
mediafile into.
4. Click Next in the bottom right hand corner.
5. Select the media file server or servers where you want to the media file to be uploaded to.
6. In Remote Path, specify the location where the files are be uploaded to. This is a folder
location on the media file server. You may include "/" characters to denote subfolders. If the
folder does not exist, it will be created. Note that Unified CCMP does not validate this field,
and if it is invalid, the upload will fail.
7. Click Add File, select a .wav media file and click Open. The .wav files must be either µ-
Law 8-bit or A-law 8-bit format. The selected file is added to the list of files to be uploaded.
You can click Add File again to add more files if required, or Cancel to remove a file from
the list to be uploaded.
8. Click Upload to upload the media files to the specified location on the selected media file
servers. As each media file is uploaded, you will see the upload status.
 Standard Gadgets Guide 265

9. If an upload succeeds, the media file resource is available immediately in Unified CCMP
and on the CVP server. If an upload fails, you can rest the mouse briefly on the upload status
E d itn g a Me d ia file
to see more information.

Editing a Mediafile
You can replace the audio associated with an existing media file with a new one.
1. Open the CVP Resource Upload Gadget. From the Type drop-down, select Mediafile.
2. Select Edit.
3. Select the folder containing the mediafile you want to edit, and select the mediafile from the
list of available files.
4. Click Next in the bottom right hand corner.
5. Click the drop-down by Servers and select the server or servers you want to upload the new
media file to. Then click Add Files, locate the media file to upload, and click Open.
6. Click Upload to replace the existing media file with the new one. After the upload
completes, you will see the upload status.
7. If an upload fails, you can rest the mouse briefly on the upload status to see more
Up lo a d in g a IVRAp p
information.

Uploading a IVR App

You can upload a IVR app to your system by following these steps:
1. Open the CVP Resource Upload Gadget. From the Type drop-down, select IVR App.
2. From the folder tree, select a folder that is associated with a CVP resource to upload your
IVR App into.
3. Click Next in the bottom right hand corner.
4. Select the IVR app server or servers where you want the IVR app to be uploaded to.
5. Click Add Files (may appear as Browse in some older browsers), select a .zip file
containing one or more IVR apps to be uploaded and click Open. The selected file is added
to the list of files to be uploaded. You can click Add Files (or Browse) again to add more
files if required, or Cancel to remove a file from the list to be uploaded.
6. Click Upload to upload the files to the selected IVR app servers. As each file is uploaded,
you will see the upload status.
7. If an upload succeeds, the file is unzipped and each IVR app in the file is copied to the IVR
app server. The corresponding resources or resources (one for each IVR app in the file) will
be imported into Unified CCMP in the next import cycle. If an upload fails, you can rest the
mouse briefly on the upload status to see more information.
S e c u rity Re q u ire me n ts fo rth e CVP Re s o u rc e Up lo a d Ga d g e t

Security Requirements for the CVP Resource Upload Gadget

 Standard Gadgets Guide 266

To use gadgets and apps, you need the following permissions:

to browse gadgets and add them to your home page or run them from an app, a folder-based
role that includes Browse Gadgets.
to browse and open apps containing gadgets, a folder-based role that includes Browse Apps.
To use the CVP Resource Upload gadget you need:
to view the site details, a folder-based role that includes Browse Dimensions on the Unified
CCMP folder that contains the site.
to modify the site details, a folder-based role that includes Manage Dimensions on the
Unified CCMP folder that contains the site.

Resource Manager Gadget

Ab o u th e Re s o u rc e Ma n a g e rGa d g e t

About the Resource Manager Gadget

The Resource Manager gadget is the default gadget that is displayed on your home page when you
first log on to Unified CCMP.
The Resource Manager gadget enables you to remotely configure and administer the resources in
your contact center system that you have permission to access.
There are two views:
the resource grid view, which lists the resources available and some of their properties. This
view can be filtered by resource type or by folder location, or both.
the resource detail view, which shows the details for an individual resource. Users with
suitable permissions can also update resources.
Initially the Resource Manager gadget opens in a resource grid view showing the skill groups in
your home folder. On subsequent logins, you will see the resource grid that you last viewed.
Note. The current release of the Resource Manager gadget does not support the ability to edit all
resource types. If you select an unsupported resource type, the Create, Delete and Move buttons
will be disabled, and the Details and Advanced tabs will be displayed in read only. You can still
use the classic Resource Manager (previously called System Manager) to view and edit all
resources.
Ab o u tR e s o u rc e s

About Resources
Resources are the items in the contact center system which can be viewed and updated using
Unified CCMP.
There are two types of resource, remote resources and system resources.
 Standard Gadgets Guide 267

Remote resources (sometimes called dimensions) are the resources that exist on the remote
contact center equipment. Some remote resources can be created or edited in Unified CCMP
and provisioned onto the remote equipment. Other remote resources can be viewed in
Unified CCMP but cannot be created, edited or provisioned from Unified CCMP. All remote
resources must be associated with a specific tenant. Agents, skill groups, dialed numbers,
bucket intervals and route partitions are examples of remote resources. Agents, skill groups,
and dialed numbers are provisionable remote resources. Bucket intervals and route partitions
are non-provisionable.
System resources (sometimes called Unified CCMP resources) are the resources that are
local to Unified CCMP and are created and managed by Unified CCMP. They are not
provisioned onto the remote contact center equipment. System resources may be associated
with a tenant but they do not need to be. Users, groups and folders are examples of system
T a s k s As s o c ia te d with Re s o u rc e s
resources.

Tasks Associated with Resources

Vie win g Re s o u rc e s in th e Re s o u rc e Grid

Viewing Resources in the Resource Grid

In the resource grid, you can
apply a resource type filter to show only resources of a single type
apply a folder filter to show only resources in a single folder and subfolders
apply a search filter containing a name or partial name to reduce the number of resources
shown in the list and make it easier to locate the resource you require.
sort the resources by any of the listed properties.
create, delete, rename, and move folders.

How to apply a resource type filter

1. Click the drop-down arrow beside Filter, and select the resource type you want to use for
the filter.
2. To view resources of all types, select Show All. The filter text is updated to show the
resource type you selected, and the resource grid is updated to show only those resources.

How to apply a folder filter

1. Click and select the folder you want to use for the filter. The folder location is
updated to show the folder you selected. If you want to include items in subfolders as well,
select Search children and subfolders. The resource grid is updated to show only the items
in the folder that you specified.
2. If you select a folder that is itself a resource type filter (for example,
/Tenant1/Boston/Agent Team is an agent team filter in the /Tenant1/Boston folder) the
resource type filter is also updated to show the resource type you selected.
 Standard Gadgets Guide 268

3. Click anywhere in the resource grid to close the folder tree and reactivate the resource grid.
You will not be able to do anything else in the resource grid until the folder tree has been
closed.

How to apply a search filter

1. In the search box at the top of the grid on the right, type a name or partial name, followed by
Enter. The resource grid is updated to show only the items that match the name or partial
name.
Note. To clear the search filter, click in the search box , click X to clear the field, then click
Enter.

How to sort the resources

1. Click on a column heading in the resource grid to sort the resource grid by the values in that
column.
2. Click on a column again to reverse the sort order.

How to manage folders

1. To create a folder, right-click where you want to create the new folder, and select Create
Folder. Enter a name for the new folder.
2. To delete a folder, right-click on the folder you want to be deleted, and select Delete
Folder. A dialog box opens, prompting you to review changes. Click Confirm to continue.
3. To rename a folder, right-click on the folder you want to rename, and select Rename
Folder. Type in the new name for the folder.
4. To move a folder, select the folder you want to move, and drag it to where you want to move
Vie win g An d E d itn g Re s o u rc e De ta ils
it to. When appears you can drop the folder into position.

Viewing And Editing Resource Details and Status

You can use the resource grid to select a resource to view or edit.

How to view or edit a resource

1. Click on the resource in the resource grid. The resource grid is replaced with a tabbed view
showing the details for the selected resource. The title of the resource manager gadget
changes to show the name of the selected resource.
2. Click on each tab to see the properties of the resource. The tabs and the details shown will
depend on the resource type.
3. If you want to edit the resource, make your changes.
4. To return to the resource grid and save your changes, click Save.
5. To return to the resource grid without saving your changes, click Cancel at the bottom of the
resource form.
 Standard Gadgets Guide 269

How to view resource status information

You can view resource status information in one of two ways.
To see the current status of a resource, view the resource as described above. The current
status of the resource is shown at the bottom of the gadget.
If more than one resource may contribute to the status (for example a person and the
associated agents each have their own status), the least successful status is shown.
If the resource has an error status, you can hover over the status icon to see the details
of the error. If errors in multiple resources have contributed to the error status, up to
three errors are shown.
To see the complete status history for the resource, select the History tab. You can filter the
Cre a tin g Re s o u rc e s
details by date and event type. For some resource types, there may be other filter options too.

Creating Resources
You can create a new resource from the resource grid view. Optionally, you can create several
resources of the same type one after the other, either from a blank form each time, or from a pre-
populated form where the common details from the previous resource are already completed for
you.

How to create a resource

1. In the resource grid, make sure that the resource type filter is one of Show All (if not in
proxy mode) or the resource type that you want to create.
2. Click New. If the resource type filter is Show All, choose the resource type you want to
create from the list provided. You will see a tabbed form where you can supply the details
for the new resource.
3. Click on each tab in turn and complete the details on that tab. The tabs and the details
required will depend on the resource type.
4. Click Save to save the resource. The resource is created and the resource grid is displayed.

How to create several similar resources

1. Create the first resource as described above, but instead of selecting Save, select click the
drop-down beside Save, and select one of
Save and Reset Form to save the resource and stay in the resource creation dialog.
All fields will be blank. Complete the fields as required.
Save and Copy to save the resource and stay in the resource creation dialog. Unique
fields will be blank (for example, Name, Enterprise Name, First Name and Last Name
for a person) but common fields will be pre-populated with the values you specified for
the previous resource. Complete the unique fields and change any other fields as
required.
 Standard Gadgets Guide 270

2. Click one of Save, Save and Reset Form or Save and Copy, depending on what you want
Mo v in g Re s o u rc e s
to do after this resource is saved.

Moving Resources
You can use the resource grid to select one or more resources to move to a different folder.

How to move resources

1. Make sure that the resource or resources you want to move are shown in the resource grid.
2. Select the check box beside the resource or resources that you want to move. You can select
the check box in the column heading to select all resources in the grid.

3. Click , then click the drop-down arrow beside the folder location and select the folder
you want to move the resource or resources to. Click OK.
4. You will see a dialog box showing the progress of the move. It will display Item(s) Moved
De le tin g Re s o u rc e s
when the move is complete. To close it, click X.

Deleting Resources
You can use the resource grid to select one or more resources to delete.

How to delete a resource

1. Make sure that the resource or resources you want to delete are shown in the resource grid.
2. Select the check box beside the resource or resources that you want to delete. You can
select the check box in the column heading to select all resources in the grid.
3. Click X, then click OK.
4. You will see a dialog box showing the progress of the deletion. It closes automatically when
E n te rin g Da ta in Re s o u rc e Ma n a g e rF ie ld s
the deletion is complete.

Entering Data in Resource Manager Fields

The Resource Manager gadget uses some common field types for entering data.
S e a rc h F ilte r

Search Filter

The search filter appears in many places where a list of resources is shown. It enables you to
specify a name or partial name to reduce the number of resources shown in the list and make it
easier to locate the resource you require.
You may also be able to apply a folder filter to restrict the number of resources shown to those in
a particular folder.
 Standard Gadgets Guide 271

To filter the list of resources by name

Type a name or partial name in the search box, then click Search to see only the matching
items.

To filter the list of resources by folder

Click the drop-down (where available) and select the folder you want to use for the filter.
Only the items available in that folder will be shown.

To choose extra filters

Click the new filter icon to filter by column. You can either choose options from the
drop-down, or enter the filter manually. Apply the filter. A yellow indicator appears to show
that the filter is active, and the grid displays the filtered results.

To clear the filter and show all items

Click in the search box, click X to clear the field, then click Search again.
Re s o u rc e S e le c to r

Resource Selector

The resource selector enables you to select a resource from a list of resources. You must follow
these instructions to select a resource. You cannot enter text directly in the field.

To select a resource
Click to open a new dialog box showing a list of items. If the list is long, there will be a
search filter so you can restrict the number of items shown. Select the item you require from
the list. This populates the resource selector with your choice.

To clear a resource selection

Click the beside the value.

Note. Occasionally, the resource selector is used to select a mandatory field. In that case, the
is not shown, as it is not valid to leave the selection empty.
As s o c ia tio n Grid

Association Grid
The association grid enables you to associate resources of one type with resources of another
type, for example, to associate agents with agent teams. In some cases, you may also be able to
specify information about the association. For example, when you associate a precision attribute
with an agent, you can specify the value of the attribute for that agent.
 Standard Gadgets Guide 272

To choose an item to associate

Click Show Available to see the items that are available to add, and select the required
item. The item is added to the items in the association grid.

To delete an existing association

Click the X beside the item in the list of associated items.

To refresh the list of available items

If you delete an item from the association grid, the grid will automatically update itself.

To restrict the number of items shown in the associations grid or in the list of available
items
Type a name or partial name in the search filter (where provided), then click Search.
The list of available items may also include a resource type filter or a folder filter or both.
Click on the drop-down arrow beside the filter to view the available options and to select the
resource type or folder to use to restrict the list of available items.

To close the list of available items when you have finished

Click Hide Available.

To specify information about the association (only available in some grids)

In the grid, click the value you want to set, then enter or select the required value. Values
that you cannot change are shaded.

To choose extra filters

Click the new filter icon to filter per column. You can either choose options from the
drop-down, or enter the filter manually. Once you have applied the filter, a yellow indicator
appears to show that the filter is active, and the grid displays the filtered results.
F o ld e rT re e

Folder Tree

The folder tree enables you to select a folder in the file structure. You must follow these
instructions to select a folder. You cannot enter text directly in the field.
 Standard Gadgets Guide 273

To select a folder
Click the drop-down arrow to show the folder tree in a new dialog box, and view the tenants
( ) and folders ( ) in it. If necessary, click to expand subfolders, or to collapse
them. Click the tenant or folder you require.
Dro p -Do wn L is t

Drop-Down List

The drop-down list enables you to select a single item from a predefined list of items. You must
follow these instructions to select an item. You cannot enter text directly in the field.

To select an item from the list

Click anywhere the drop-down list field to show the list of items. Click on the item you
require. If you start typing a name in the list, that item will be selected automatically.
S e c u rity Re q u ire me n ts fo rth e Re s o u rc e Ma n a g e rGa d g e t

Security Requirements for the Resource Manager Gadget

To use gadgets and apps, you need the following permissions:
to browse gadgets and add them to your home page or run them from an app, a folder-based
role that includes Browse Gadgets.
to browse and open apps containing gadgets, a folder-based role that includes Browse Apps.
To use the Resource Manager gadget you need:
a folder-based role that includes Browse Dimensions to list remote resources in the
resource grid and to view their details.
a folder-based role that includes Manage Dimensions to edit or delete remote resources.
a global role that includes the appropriate Provision tasks to edit or delete remote resources.
S u p p o rte d Re s o u rc e s
For example, to edit agents, you need a global role that includes Provision Agents.

Supported Resources
The Resource Manager gadget supports the following resources.
Agents (see section "Agents")
Agent desktops (see section "Agent Desktops")
Agent teams (see section "Agent Teams")
Call types (see section "Call Types")
Categories (see section "Categories")
Departments (see section "Departments")
 Standard Gadgets Guide 274

Device profiles (see section "Device Profiles")

Dialed numbers (see section "Dialed Numbers")
Directory numbers (see section "Directory Numbers")
Enterprise skill groups (see section "Enterprise Skill Groups")
Expanded call variables (see section "Expanded Call Variables")
Labels (see section "Labels")
IP phones (see section "IP Phones")
Network VRU scripts (see section "Network VRU Scripts")
Persons (and agents) (see section "Persons and Agents")
Precision attributes (see section "Precision Attributes")
Precision queues (see section "Precision Queues")
Services (see section "Services")
Skill groups (see section "Skill Groups")
Users (see section "Users"
User variables (see section "User Variables")

Agents
Agents are created and edited using the Peripheral tab on the person resource. See section
"Persons and Agents".

Agent Desktops
Ab o u tAg e n tDe s k to p s

About Agent Desktops

Agent desktops associate a set of permissions or characteristics with specific agents. The settings
are comparable to Class of Service settings on a PBX or ACD.
When you create an agent desktop definition, you specify the amount of non-active time after
which an agent is automatically logged out, whether wrap-up is required following incoming and
outbound calls, the amount of time allocated for wrap-up, and the method used for assist and
emergency calls. You also specify settings for the Re-route on No Answer feature.
Unified CCE ships with a system default agent desktop. New agent records are automatically
assigned this default unless you specify otherwise when creating an agent.
Ag e n tDe s k to p P ro p e rtie s

Agent Desktop Properties

De ta ils T a b

Details Tab
Shows the item details.
Standard Gadgets Guide 275

Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Note. This may not be the same as the name by which the item is known on the remote
equipment. Changing this name will not change the name on the remote equipment.
Description
A description of the item.
Ring no answer time
The number of seconds before a call is redirected if not answered.
Ring no answer dialed number
A resource selector (see section "Resource Selector") showing the dialed number for a new re-
route destination if there is no answer. The selection list consists of the dialed numbers
configured for the system.
Logout non-activity time
The number of seconds the system will wait before logging out an inactive agent in the not ready
state. Leave blank to disable the timer.
Incoming work mode
Indicates whether the agent can enter work mode after an incoming call. One of:
Optional
Required
Not Allowed
Optional with Wrap-Up Data.
Outgoing work mode
Indicates whether the agent can enter work mode after an outgoing call. One of:
Optional
Required
Not Allowed.
Wrap-up time
The amount of time in seconds allocated to an agent to wrap up the call.
Assist call method
Indicates the type of call to use for a supervisor assistance call.
Standard Gadgets Guide 276

Emergency call method

Indicates the type of call to use for an emergency call.
Recording Mode
Specifies whether calls are routed through the Peripheral Interface Manager (PIM)
Remote Agent Type
Indicates how mobile agent call routing is handled. One of
Local Only: mobile agent call routing is not required.
Call by Call Routing: the mobile agent is called individually for each call.
Nailed Connection Routing: the mobile agent is called at login and remains connected
until log off.
Agent Chooses At Login: the mobile agent can choose one of the two mobile agent
call routing types at login.
For information about configuring mobile agents, see Administration Guide for Cisco Unified
Contact Center Management Portal.
Miscellaneous
Select as many of the following options as required:
Auto answer: Calls to the agent are automatically answered.
Idle reason required: The agent must enter a Not Ready reason before entering the
Idle state.
Logout reason required: The agent must enter a reason before logging out.
Auto record on emergency: A request to record the call is automatically sent when
an emergency call request starts.
Silent Monitor Audible Indication: Specifies whether to indicate that silent
monitoring has begun by a click.
Silent Monitor Warning Message: A message box is displayed on the agent’s desktop
when silent monitoring begins.
Available after Incoming: The agent is automatically available after handling an
incoming call.
Available after Outgoing:The agent is automatically available after handling an
outgoing call.
Remote Login Without Desktop: The agent can log in to the contact center without
using an agent desktop.
 Standard Gadgets Guide 277

Outbound Access
If agents can make outbound calls, specifies the type of outbound calls they can make. Select
zero, one or more of:
International
National
Local private network
Operator assisted
PBX
Agent to Agent
Non ACD Calls
Ag e n ts T a b
Initiate Supervisor Calls Allowed.
Agents Tab
Shows the agents that are associated with this agent desktop.
Agents
A list of agents associated with this agent desktop. This is an association grid (see section
"Association Grid").
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
Enterprise Name
The name used to identify the item on the remote equipment. Leave blank to auto-generate a
unique name.
Peripheral Number
The number to be specified for this service at the peripheral.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
Department
The department that the item is associated with. Select from the drop-down list. Only shown for
tenants that are not small contact center tenants, and are associated with Unified CCE instances
running Unified CCE version 10.0 or later.
His to ry T a b

History Tab
 Standard Gadgets Guide 278

Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Key
The key for this custom data item.
Value
The value to associate with this key.

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.
 Standard Gadgets Guide 279

Agent Teams
Ab o u tAg e n tT e a ms

About Agent Teams

An agent team is a group of individuals that can be managed by a supervisor. Agents are assigned
to agent teams individually. When configuring agent teams, be aware of the following rules:
An agent cannot be a member of more than one team.
An agent team can have a single primary supervisor, or no primary supervisor.
An agent team can have any number of secondary supervisors.
An agent team can have multiple secondary supervisors but only one primary supervisor.
A supervisor for an agent team may be a member of that agent team, but does not need to be
Ag e n tT e a mP ro p e rtie s
a member.

Agent Team Properties

De ta ils T a b

Details Tab
Shows the item details.
Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Note. This may not be the same as the name by which the item is known on the remote
equipment. Changing this name will not change the name on the remote equipment.
Description
A description of the item.
Peripheral
The peripheral to associate with this agent team. This field cannot be edited after the agent team
is created.
Supervisor script dialed number
A resource selector (see section "Resource Selector") showing the dialed number identifier for
this agent team.
S u p e rv is o rs T a b

Supervisors Tab
Shows the supervisor agents that are associated with this agent team.
Primary Supervisor
The primary supervisor for this agent team. An agent team can only have one primary supervisor,
although it may not have a primary supervisor at all. This is a resource selector (see section
"Resource Selector" on page 271).
 Standard Gadgets Guide 280

Secondary Supervisors Grid

A list of secondary supervisors for this agent team. An agent team can have many secondary
supervisors. This is an association grid (see section "Association Grid").
Ag e n ts T a b

Agents Tab
Shows the agents that are associated with this agent team.
Agents
A list of agents associated with this agent team. This is an association grid (see section
"Association Grid").
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
Enterprise Name
The name used to identify the item on the remote equipment. Leave blank to auto-generate a
unique name.
Peripheral Number
The number to be specified for this service at the peripheral.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
Department
The department that the item is associated with. Select from the drop-down list. Only shown for
tenants that are not small contact center tenants, and are associated with Unified CCE instances
running Unified CCE version 10.0 or later.
His to ry T a b

History Tab
Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.
 Standard Gadgets Guide 281

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Key
The key for this custom data item.
Value
The value to associate with this key.

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.
 Standard Gadgets Guide 282

Call Types
Ab o u tC a lT y p e s

About Call Types

A call type is a category of incoming routable task. Specific call types are associated with dialed
numbers. In this association, each call type has a schedule that determines which routing script or
scripts are active for that call type at any time.
Ca lT y p e s a n d Dia le d Nu mb e rAs s o c ia tio n s

Call Types and Dialed Number Associations

There are two classes of call type/dialed number associations:
Voice: Voice call type/dialed number combinations such as phone calls are categorized by
the dialed number (DN), caller-entered digits (CED), and calling line ID (CLID). The CED
and CLID can be optional, depending on the call.
Non-voice: Non-voice type/dialed number combinations (such as e-mail and text chat) are
categorized by the Script Type Selector, Application String 1, and Application String 2.
Ca lT y p e s a n d Ro u tin g S c rip ts
Application String 1 and Application String 2 can be optional, depending on the application.

Call Types and Routing Scripts

Because the call type determines which routing script is run for a call, the call type defines call
treatment.
In routing scripts you can change the call type at specific points in the script to indicate that a
transaction has been completed. For example, if the customer is calling a bank and successfully
checks his or her account balance using a Self-Service script, you may want to change the call
type to indicate that the account balance transaction has completed and a new transaction has
begun. You can also change call type in a script to invoke a new routing script associated with
that call type. For example, if a call is not answered at an agent's desktop, you can change the call
type in the script to redirect the call to a different script designed for Redirection on No Answer.
The Redirection on No Answer script assigns a different agent to handle the call.
Ca lT y p e P ro p e rtie s

Call Type Properties

De ta ils T a b

Details Tab
Shows the item details.
Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Note. This may not be the same as the name by which the item is known on the remote
equipment. Changing this name will not change the name on the remote equipment.
 Standard Gadgets Guide 283

Description
A description of the item.
Bucket Interval
The count of answered or abandoned calls that are used as intervals for the call type.
Service Level Type
How abandoned calls should be factored in calculating service levels. One of:
Use Global Setting: the default is to ignore abandoned calls.
Ignore Abandoned Calls: do not include abandoned calls in the calculation.
Abandoned Call has a Negative Impact: abandoned calls count as exceeding the
service level threshold.
Abandoned Call has a Positive Impact: abandoned calls count as having been
promptly answered.
Note. For resources associated with a Communications Manager, this will always be Ignore
Abandoned Calls.
Service Level Threshold
Whether this call type will use a service level threshold other than the system default. One of:
Use Global Setting:
None:
Use Specified: use the value specified in Service Level Threshold Value.
Service Level Threshold Value
Only shown when Service Level Threshold is Use Specified. The value in seconds to use for the
service level threshold.
CCAICo n fig u ra tio n T a b

CCAI Configuration Tab

Fields available in the CCAI Configuration Tab
Shows the properties to allow agents to use Knowledge to provide seamless response and
suggestions to customer queries with the Agent Assist Service. This enables agents to use Cisco
Answers (based on Google AI) to handle customer queries while on a voice call.
CCAI Configuration
Select the desired configuration for Cisco Answers from the dropdown.
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
 Standard Gadgets Guide 284

Enterprise Name
The name used to identify the item on the remote equipment. Leave blank to auto-generate a
unique name.
Peripheral Number
The number to be specified for this service at the peripheral.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
Department
The department that the item is associated with. Select from the drop-down list. Only shown for
tenants that are not small contact center tenants, and are associated with Unified CCE instances
running Unified CCE version 10.0 or later.
His to ry T a b

History Tab
Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Key
The key for this custom data item.
Value
The value to associate with this key.
 Standard Gadgets Guide 285

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.

Categories
Ab o u tC a te g o rie s

About Categories
A category is a mechanism that can be used to define groups of related items.
Ca te g o ry P ro p e rtie s

Category Properties
De ta ils T a b

Details Tab
Shows the item details.
Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Description
A description of the item.
Type
The category type.
Re s o u rc e s T a b

Resources Tab
Shows the resources that are associated with this category.
Resources
A list of resources associated with this category. This is an association grid (see section
"Association Grid").
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
Active From Date
The date from which the item will be active within the system.
 Standard Gadgets Guide 286

Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
His to ry T a b

History Tab
Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.

Departments
Ab o u tDe p a rtme n ts

About Departments
A department is a grouping of related resources according to user-defined business needs. You
can create a department and configure it to use various resources to reflect your particular
organization.
Department resources include:
Agents
Agent desktops
Agent teams
Precision attributes
Call types
Dialed numbers
Enterprise skill groups
Network VRU scripts
Persons
Precision queues
Services
 Standard Gadgets Guide 287

Skill groups
For example, you may create a department called Sales then include in it all the agents, agent
teams, call types, dialed numbers and skill groups that relate to the sales function. A resource can
only be included in one department.

Note
Department resources can only be created on tenants that are associated with a Unified CCE
instance running Unified CCE version 10.0 or later.
To add a resource to a department or remove a resource from a department, you must edit the
resource you want to add or remove, not the department.
A resource created in a small contact center enabled tenant or folder is by default mapped to the
associated small contact center department.
De p a rtme n tP ro p e rtie s

Department Properties
De ta ils T a b

Details Tab
Shows the item details.
Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Note. This may not be the same as the name by which the item is known on the remote
equipment. Changing this name will not change the name on the remote equipment.
Description
A description of the item.
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
Enterprise Name
The name used to identify the item on the remote equipment. Leave blank to auto-generate a
unique name.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
His to ry T a b

History Tab
 Standard Gadgets Guide 288

Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.

Device Profiles
Ab o u tDe v ic e P ro file s

About Device Profiles

A device profile is a telephone template that a user can use to retain their specific phone
configuration across a number of different physical phones. A device profile may be associated
with more than one user allowing it to be shared by multiple Unified Communications Manager
users. A device profile may contain a number of directory number mappings.
De v ic e P ro file P ro p e rtie s

Device Profile Properties

De ta ils T a b

Details Tab
Shows the item details.
Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Note. This may not be the same as the name by which the item is known on the remote
equipment. Changing this name will not change the name on the remote equipment.
Description
A description of the item.
Communications Manager
The Communications Manager to be associated with the device profile. This field cannot be
edited after the device profile is created.
 Standard Gadgets Guide 289

Product
The IP phone type for this device profile. This field cannot be edited after the device profile is
created.
Protocol
The communications protocol to use with this product. This field cannot be edited after the device
profile is created.
Template
This field is only shown when the device profile is first created.
Button Template
The button template to use.
Dire c to ry Nu mb e rs T a b

Directory Numbers Tab

Shows the directory numbers that are associated with this device profile.
Directory Numbers
A list of directory numbers associated with this device profile. This is an association grid (see
section "Association Grid").
You can set the following options for each associated directory number:
Index
P e rs o n s T a b
The port on the IP Phone that the line is plugged into.
Persons Tab
Shows the persons that are associated with this device profile.
Persons
A list of persons associated with this device profile. This is an association grid (see section
"Association Grid").
Ad v a n c e d T a b

Shows the advanced properties.

Enterprise Name
The name used to identify the item on the remote equipment. Leave blank to auto-generate a
unique name.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
His to ry T a b
 Standard Gadgets Guide 290

History Tab
Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Key
The key for this custom data item.
Value
The value to associate with this key.

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.
 Standard Gadgets Guide 291

Dialed Numbers
Ab o u tDia le d Nu mb e rs

About Dialed Numbers

A dialed number is the number a caller dials to initiate a call. It is sent as part of the call detail
information in the route request message sent from the routing client. The dialed number plays an
integral role in routing calls. Dialed numbers are required pieces of call types, which are used to
identify the appropriate routing script for each call. In addition to answered calls, dialed numbers
also need to be set up for ring on no answer, dialed number plan entries, and for
supervisor/emergency calls.
Dia le d Nu mb e rP ro p e rtie s

Dialed Number Properties

De ta ils T a b

Details Tab
Shows the item details.
Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Note. This may not be the same as the name by which the item is known on the remote
equipment. Changing this name will not change the name on the remote equipment.
Description
A description of the item.
Dialed Number
For voice MRD only, the string value by which the Agent/IVR Controller identifies this Dialed
Number. This must be the value the Agent/IVR Controller uses for calls to this number. For
example: 8005551212.
Permit Application Routing
Indicates whether application routing is allowed.
Routing Client
The routing client (such as NIC or PG) that this dialed number should use to submit routing
requests to the Unified CCE. Cannot be edited after the dialed number is created.
Media Routing Domain
A description of how contact is made. Cannot be edited after the dialed number is created.
Ag e n tDe s k to p s T a b

Agent Desktops Tab

Shows the agent desktops that are associated with this dialed number.
 Standard Gadgets Guide 292

Agent Desktops
A list of agent desktops associated with this dialed number. This is an association grid (see
section "Association Grid").
Ag e n tT e a ms T a b

Agent Teams Tab

Shows the agent teams that are associated with this dialed number.
Agent Teams
A list of agent teams associated with this dialed number. This is an association grid (see section
"Association Grid").
L a b e ls T a b

Labels Tab
Shows the labels that are associated with this dialed number.
Labels
A list of labels associated with this dialed number. This is an association grid (see section
"Association Grid").
Ca lT y p e s T a b

Call Types Tab

Shows the call types that are associated with this dialed number.
Call Types
A list of call types associated with the dialed number. This is an association grid (see section
"Association Grid").
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
Enterprise Name
The name used to identify the item on the remote equipment. Leave blank to auto-generate a
unique name.
Peripheral Number
The number to be specified for this service at the peripheral.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
Department
The department that the item is associated with. Select from the drop-down list. Only shown for
tenants that are not small contact center tenants, and are associated with Unified CCE instances
running Unified CCE version 10.0 or later.
 Standard Gadgets Guide 293

His to ry T a b

Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.
Cu s to mDa ta T a b

Shows the custom data.

Key
The key for this custom data item.
Value
The value to associate with this key.

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.

Directory Numbers
Ab o u tDire c to ry Nu mb e rs

About Directory Numbers

A directory number is an extension line which is attached to an IP phone.
Dire c to ry Nu mb e rP ro p e rtie s

Directory Number Properties

De ta ils T a b

Details Tab
Shows the item details.
 Standard Gadgets Guide 294

Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Description
A description of the item.
Contact Center Enabled
Whether a device target must be created on the Unified CCE for this number. You must select
this option for
any directory number added using a separate provisioning system
any directory number that will be used by mobile agents (for more information, see
Administration Guide for Cisco Unified Contact Center Management Portal).
Communications Manager
The Cisco Unified Communications Manager to be associated with the Directory Number.
Cannot be edited after Directory Number is created.
Route Partition
The group of numbers (such as area codes or internal numbers) to associate with this Directory
Number. Cannot be edited after Directory Number is created.
Automatically Allocate a Number Pattern
Shown on creation only. Whether to automatically allocate the number to be used for this
Directory Number.
Number Pattern
Shown for existing items only. The allocated number pattern for this Directory Number.
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
His to ry T a b

History Tab
Shows the event history for this item. Not shown when the item is first created.
 Standard Gadgets Guide 295

Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Key
The key for this custom data item.
Value
The value to associate with this key.

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.

Enterprise Skill Groups

Ab o u tE n te rp ris e S k ilGro u p s

About Enterprise Skill Groups

An enterprise skill group is a logical grouping of skill groups joined together for reporting
purposes. Enterprise skill groups can include skill groups from different media routing domains.
E n te rp ris e S k ilGro u p P ro p e rtie s

Enterprise Skill Group Properties

De ta ils T a b

Details Tab
Shows the item details.
 Standard Gadgets Guide 296

Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Note. This may not be the same as the name by which the item is known on the remote
equipment. Changing this name will not change the name on the remote equipment.
Description
A description of the item.
S k ilGro u p s T a b

Skill Groups Tab

Shows the skill groups that are associated with this enterprise skill group.
Skill Groups
A list of skill groups associated with this enterprise skill group. This is an association grid (see
section "Association Grid").
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
Enterprise Name
The name used to identify the item on the remote equipment. Leave blank to auto-generate a
unique name.
Peripheral Number
The number to be specified for this service at the peripheral.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
Department
The department that the item is associated with. Select from the drop-down list. Only shown for
tenants that are not small contact center tenants, and are associated with Unified CCE instances
running Unified CCE version 10.0 or later.
His to ry T a b

History Tab
Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
 Standard Gadgets Guide 297

Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Key
The key for this custom data item.
Value
The value to associate with this key.

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.

Expanded Call Variables

Ab o u tE x p a n d e d Ca lVa ria b le s

About Expanded Call Variables

An expanded call variable (ECC) is a named object which is used by a VRU script to exchange
call information with the Unified CCE.

Note
You cannot edit default expanded call variables. You can only create and delete them.
E x p a n d e d Ca lVa ria b le P ro p e rtie s

Expanded Call Variable Properties

De ta ils T a b

Details Tab
Shows the item details.
 Standard Gadgets Guide 298

Folder
Only shown when the item is first created. The folder in which to create the item.
Name
A unique name for the item. Will be automatically prefixed with "user." when the item is saved.
Description
A description of the item.
Maximum Length
The maximum length of the value of the expanded call variable, in bytes.
Provided by Cisco
Whether the expanded call variable is provided by Cisco. This is normally determined by the
system.
Persistent
Whether the expanded call variable is written to the historical database with the TCD/RCD
record.
Enabled
Whether the expanded call variable is currently enabled.
ECC Array
Whether the expanded call variable is an array.
Maximum Array Size
Only shown if ECC Array is selected. The maximum number of elements in the array
represented by the expanded call variable.
Note. The total amount of space used by all expanded call variables on an instance must not
exceed 2000 bytes. Each scalar (non-array) variable uses 5 + Maximum Length bytes. Each
array variable uses 5 + (Maximum Length + 1) x Maximum Array Size bytes.The number of
bytes used by a variable may be more than the number of characters or digits in the variable
value. For example, a scalar variable may contain 10 characters, but occupy 15 bytes.
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
His to ry T a b

History Tab
 Standard Gadgets Guide 299

Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Key
The key for this custom data item.
Value
The value to associate with this key.

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.

IP Phones
Ab o u tIP P h o n e s

About IP Phones
A IP phone (or telephone) is the IP device that the contact center agent uses to make or receive
calls. The IP phone has a single line (typically line 1 if using a Cisco multi-line phone), whose
number is known to the call routing software. The agent logs into the contact center using the login
name and password allocated by the Manage Agent page and the line number allocated in this
page. Line numbers may be allocated automatically by Unified CCMP or entered manually
through the user interface.
IP P h o n e P ro p e rtie s
 Standard Gadgets Guide 300

IP Phone Properties
De ta ils T a b

Details Tab
Shows the item details.
Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Description
A description of the item.
Communications Manager
The Communications Manager to be associated with the IP phone. Cannot be edited after item is
created.
Peripheral
The peripheral to be associated with the IP Phone. Cannot be edited after item is created.
Device Pool
The device pool to be used with the IP phone. Cannot be edited after item is created.
Product
Type of telephone. Cannot be edited after item is created.
Protocol
The type of protocol the telephone should use for communication. Cannot be edited after item is
created.
Template
Only shown when item is first created. The XML template to be used to configure the IP phone.
Button Template
The configuration to use for the buttons.
MAC Address
The MAC Address of the IP phone used to uniquely identify it.
Extension Mobility
Configures the Extension Mobility service on the phone. When selected, users can log on to the
phone using their associated device profile. Cannot be edited after item is created.
Dire c to ry Nu mb e rs T a b

Directory Numbers Tab

Shows the directory numbers that are associated with this IP phone.
 Standard Gadgets Guide 301

Directory Numbers
A list of directory numbers associated with this IP phone. This is an association grid (see section
"Association Grid").
You can set the following options for each associated directory number:
Index
Ad v a n c e d T a b
The port on the IP Phone that the line is plugged into.
Advanced Tab
Shows the advanced properties.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
His to ry T a b

History Tab
Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Key
The key for this custom data item.
Value
The value to associate with this key.
 Standard Gadgets Guide 302

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.

Labels
Ab o u tL a b e ls

About Labels
In Unified CCE the label represents a string that is passed to a routing client for each network
target. Unified CCMP will automatically create labels for many high level operations but the
functionality is included for specific label creation such as blind transfers. The only supported
network target is device target.
L a b e lP ro p e rtie s

Label Properties
De ta ils T a b

Details Tab
Shows the item details.
Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Description
A description of the item.
Label
The string value used the routing client to identify the label.
Routing Client
The enterprise name of the routing client associated with this label. Cannot be edited after the
Label is created.
Dia le d Nu mb e rs T a b

Dialed Numbers Tab

Shows the dialed numbers that are associated with this label.
 Standard Gadgets Guide 303

Dialed Numbers
A list of dialed numbers associated with this label. This is an association grid (see section
"Association Grid").
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
Label Type
The label type. Select from the drop-down list. One of:
Normal: Maps to a trunk group and DNIS or announcement defined by the routing
client.
DNISOverride: Sends a value along with the label that overrides the DNIS value of
the routing client.
Busy: Plays a busy signal for the caller.
Ring: Plays a busy signal for the caller.
PostQuery: Specifies a re-entry point in the network routing plan. The routing client
His to ry T a b
begins processing the routing plan from that point.
History Tab
Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Standard Gadgets Guide 304

Key
The key for this custom data item.
Value
The value to associate with this key.

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.
 Standard Gadgets Guide 305

Network VRU Scripts

Ab o u tNe two rk VRUS c rip ts

About Network VRU Scripts

Overview
A network Voice Response Unit (VRU) script is a script that runs on a network VRU (a
telecommunications computer that responds to voice or caller-entered touch-tone digits). One or
more network VRU scripts may be called by a Unified ICME routing script to handle the
interaction with the caller and route the call appropriately.
Ab o u tUn ife d CVP Mic ro -Ap p lic a tio n s

About Unified CVP Micro-Applications

Network VRU scripts invoke Unified CVP micro-applications which are used to provide prompts,
collect user responses and play .wav files while callers are queuing. Network VRU scripts can
invoke the following micro-applications.
Play Media (PM): plays a message that is contained in a media file or streaming audio file.
This may be used, for example, to play a welcome message, or to play music while the
caller is in a queue.
Play Data (PD): retrieves data from a storage area and plays it to the caller in a specific
format, called a data play back type. This data may be, for example, information retrieved
from a database, or information entered by the caller.
Get Digits (GD): plays a media file and retrieves one or more digits from the caller. For
example, this micro-application may be used to prompt a caller to enter a password.
Menu (M): plays a menu media file and retrieves a single digit from the caller. This is
similar to the Get Digits micro-application, but it only accepts a single digit, and also checks
that it is valid. This micro-application may be used, for example, to offer the caller several
options in a menu, and retrieve the option chosen by the caller.
Get Speech (GS): collects voice or tone dialing (DTMF) input from the caller. This micro-
application may be used, for example, to retrieve a spoken "Yes" or "No" response from the
caller or to detect that the caller has pressed the # key.
Capture (CAP): captures and stores data about the call at that point in the routing
script. The data collected can be used for analysis purposes.

Note
Use the Capture micro-application sparingly. It places a heavy processing load on the system,
and may capture a lot of data that is not required along with data that is useful. Overuse of the
Capture micro-application may reduce the call handling capability of the system.
Ab o u tNe two rk VRUS c rip tC o n fig u ra tio n

About Network VRU Script Configuration

To define the network VRU script configuration you need to specify:
 Standard Gadgets Guide 306

the network VRU script name, a composite string containing the micro-application to run,
the associated media file (if required by the micro-application) and any parameters required
by the micro-application. The value specified for the network VRU script name is used to
derive the name to be used for the media file when it is uploaded.
the configuration parameters to be passed to the Network VRU Script when it runs. This
is a string, and the format depends on the micro-application specified.
the audio file to upload and associate with the Network VRU Script (where applicable).
When the audio file is uploaded, it will be named with the media file name specified in the
VRU script name string. If you specify an incorrectly formatted network VRU script name
string, you will not be able to upload the audio file.

Note
The audio file cannot be specified when the network VRU script is first created. You must first
create the network VRU script item, then edit it to specify the audio file.
Mo re Ab o u tC VP Mic ro -Ap p lic a tio n s a n d Ne two rk VRUS c rip tC o n fig u ra tio n

For more information about the Unified CVP micro-applications, the corresponding VRU script
name strings and the configuration parameters, see the Feature Guide - Writing Scripts for Cisco
Unified Customer Voice Portal, downloadable from
http://www.cisco.com/en/US/products/sw/custcosw/ps1006/tsd_products_support_series_
home.html (link checked September 2015).
Ne two rk VRUS c rip tP ro p e rtie s

Network VRU Script Properties

De ta ils T a b

Details Tab
Shows the item details.
Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Note. This may not be the same as the name by which the item is known on the remote
equipment. Changing this name will not change the name on the remote equipment.
Description
A description of the item.
Network VRU
The network VRU to associate with this Network VRU Script. If you do not have permission to
access at least one Network VRU then you will not be able to create a Network VRU Script and
will see a warning message instead. Cannot be edited after Network VRU Script is created.
 Standard Gadgets Guide 307

VRU Script Name

The name of the VRU Script. This is a composite string identifying the micro-application to run,
the name of the associated media file (if applicable) and any options that need to be specified for
that micro-application.
The format of this string is specified in the Configuration and Administration Guide for Cisco
Unified Customer Voice Portal, section "Writing scripts for Unified CVP". The VRU script
name must be unique on the Network VRU.
Configuration Parameter
A string to be passed to the network VRU when the script runs to specify static options in the
script. The contents of this string depend on the micro-application that is specified as part of the
VRU script name field above.
The format of this string is specified in the Configuration and Administration Guide for Cisco
Unified Customer Voice Portal, section "Writing scripts for Unified CVP".
Timeout
The number of seconds to wait for a response after the script starts executing.
Interruptible
Whether the execution of the script can be interrupted (for example, when an agent becomes free
to handle a call).
Overridable
Whether the script can override the interruptible status during execution (that is, the script is
allowed to make itself interruptible or non-interruptible while executing).
Au d io T a b

Audio Tab
Shows the audio file associated with the VRU script. Not shown when the item is first created.
Audio File
The audio file to upload and associate with this network VRU script.

To upload an audio file

Click Add Files(s) (or Browse), and locate the required .wav file on your system. Click
Save to upload the file to the server.
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
Enterprise Name
The name used to identify the item on the remote equipment. Leave blank to auto-generate a
unique name.
 Standard Gadgets Guide 308

Peripheral Number
The number to be specified for this service at the peripheral.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
Department
The department that the item is associated with. Select from the drop-down list. Only shown for
tenants that are not small contact center tenants, and are associated with Unified CCE instances
running Unified CCE version 10.0 or later.
His to ry T a b

History Tab
Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Key
The key for this custom data item.
Value
The value to associate with this key.

To add a new custom data key-value pair

Complete both fields, and click Add.
 Standard Gadgets Guide 309

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.

Persons and Agents

Ab o u tP e rs o n s

About Persons
In Unified CCMP, each person item represents a single physical person who handles call center
customer contacts. This person may optionally have a user account on Unified CCMP.
Each person is associated with one or more agents, and has one associated agent for each
peripheral the person uses.
Ab o u tAg e n ts

Ag e n ts
About Agents and Supervisor Agents

Agents
An agent is a person who handles customer contacts on a particular peripheral. Each agent is
associated with an Unified CCMP person. Multiple agents can be associated with a single person.
For example, someone who provides cover for agent teams on different peripherals will be
represented by a separate agent account on each peripheral.
Each agent can be a member of one or more skill groups, which are groups of agents that share a
common set of skills. Agents can also be grouped into agent teams, each of which have a
supervisor or supervisors.

Note
In order to use non-voice peripherals, agents must be enabled for non-voice use via the
administration interfaces for these multi-channel applications. You can create all new agents
using Unified CCMP, but to configure agents to use non-voice peripherals, you will need to use
the administration interfaces of those peripherals.
S u p e rv is o rAg e n ts

Supervisor Agents
A supervisor agent is an agent, often with a user account on Unified CCMP, who can administer
specific agents and agent teams. A supervisor agent does not have to be actually assigned as a
supervisor to any agent team, but an agent must be a supervisor agent to supervise an agent team.
A team supervisor may be a primary or secondary supervisor. A team may have any number of
secondary supervisors, but only one primary supervisor.
When creating supervisors, use the Default Domain feature to coincide with the Unified CCE
Non-SSO feature. When Unified CCMP is connected to Unified CCE, the Default Domain can be
used to create a user who does not need to use the domain or email ID to sign in. For more
 Standard Gadgets Guide 310

information about the Unified CCE Non-SSO feature, consult your Unified CCE documentation.
To promote an agent to be a supervisor, the Supervisor checkbox in the agent’s Person tab must
be marked, and the Person Login Name field must be manually populated with a valid Global
Catalog (GC) Login in one of the following formats:
1. UPN format, for example, JohnSmith@domain.subdomain.local
2. SAM format, for example, SUBDOMAIN\JohnSmith
3. Login-name-only format, for example, JohnSmith

Login-name-only format is only allowed when a Default Domain has been configured. In this
case, when saving the Person details, once validated, the Person Login Name is saved
against the Person as it was inputted. However when saving the agent, the system derives
the UPN format by appending the default domain to the inputted Person Login Name and
then validates that value before saving it against the agent. For example, if the default
domain is configured as domain.subdomain.local, then the UPN value is generated as
JohnSmith@domain.subdomain.local, which is then validated against the Global Catalog and
saved against the agent.]
Regardless of the format used, the system validates the inputted Login Name against the Global
Catalog (GC) that was configured for that UCCE cluster. If the inputted value is invalid or if it
does not correspond to a valid GC user account on the configured Global Catalog, then the UI
does not save the supervisor.

Note
If more than one user is found within the Global Catalog with while creating a supervisor with a
SAM format login name, a LDAP query, using the Active Directory Authentication Type set in
the Unified CCMP ICE wizard, is run against the DNS domain to retrieve the NetbiosName for
the users to determine to which user the login name should be applied. See the Installation and
Configuration Guide for Cisco Unified Contact Center Management Portal for more details.

Note
If an agent is a supervisor agent, and if the associated Person has an Unified CCMP user
account, that user should be added to the Unified CCMP Supervisors security group. This allows
Unified CCMP users to edit agents and agent teams.
If an agent is a supervisor agent, then the agent must be associated with a domain account before
they can have precision attributes associated to them.
E x a mp le

Example
ExampleCorp has ten agents in its New York contact center, and five in San Francisco. These
agents are to be divided into three teams.
 Standard Gadgets Guide 311

First, ExampleCorp creates two teams (Green and Blue) in New York, and one (Red) in San
Francisco. Then it creates five persons in San Francisco and ten Persons in New York, creates an
agent associated with each, and adds each agent to a team.
ExampleCorp wants the two teams in New York to be supervised by the same senior supervisor
agent. ExampleCorp therefore edits this agent to make her into a supervisor agent, and adds her as
a Primary Supervisor to both teams. An agent can only be a member of a single team, however
this supervisor supervises the Blue Team without being a member of it.
The user account of the person associated with this supervisor agent is added to the
ExampleCorp_Supervisors user group.
A primary supervisor is also assigned to the Red Team.
ExampleCorp then assigns secondary supervisors. It decides that the senior supervisor agent in
New York should also be a secondary supervisor of the Red Team in San Francisco. Since it is
possible to have any number of secondary supervisors for each team, this does not prevent them
assigning a San Francisco agent as secondary supervisor to this team as well.
See Figure 11.1 "Agent Teams Example" for a diagram of this scenario.

Figure 11.1 Agent Teams Example

P e rs o n a n d Ag e n tP ro p e rtie s

Person and Agent Properties

De ta ils T a b

Person Details Tab

Shows the person details.
Folder
Only shown when the item is first created. The folder in which to create the item.
 Standard Gadgets Guide 312

First Name
The first name of the person.
Last Name
The last name of the person.
Description
A description of the item.
Login Name
A unique login name for the person to use to log in to peripherals. When editing an existing
person, disabled if Reset Password not selected.
Note. Peripheral login names are not case sensitive. For example, "joe_smith" and "JOE_
SMITH" are the same. Also, login names for agent login to agent desktop software (such as
CTI OS) are not case-sensitive either.
SSO Enabled
Only available in Mixed Mode. Check this box to enable external login for the user. When
checked, the password fields will be disabled. When cleared, the password fields will be enabled.
Reset Password
Not shown when person is first created. Select to specify a new password for the person.
Password
The password the person uses to log into the peripheral. When editing an existing person, only
shown if Reset Password is selected.
Confirm Password
Must be the same as Password. When editing an existing person, only shown if Reset Password
is selected.
Portal Account
The Unified CCMP user account associated with this person, if required. This is a resource
selector (see section "Resource Selector" on page 271).
Ag e n tP e rip h e ra lT a b s

Peripherals Tabs
Ab o u th e P e rip h e ra ls T a b s

About the Peripherals Tabs

Shows the details for an agent on a peripheral. There is one tab for each peripheral. The name of
the tab is the name of the peripheral.
Each peripheral tab corresponds to an agent which is associated with the person. Each tab has a
number of sub-tabs containing the details for the agent on that peripheral.
T a s k s As s o c ia te d with P e rip h e ra ls

Tasks Associated with Peripherals

 Standard Gadgets Guide 313

To add a new agent and peripheral

Click the drop-down arrow beside Equipment, and from the list of available peripherals,
select the peripheral you want to associate with the agent. A peripheral tab for the new
agent is added to the person record.
This tab has several sub-tabs containing the agent details. Complete the details as required,
and when you are satisfied, click Save to save your changes and return to the Resource
Manager grid.

To edit an existing agent

In the person item, click on the tab corresponding to the peripheral the agent is located on.
Select the sub-tab that contains the fields you want to edit. Make your change as required,
and when you are satisfied, clickSave to save your changes and return to the Resource
Manager grid.

To delete an existing agent.

Click on the tab for the peripheral corresponding to the agent you want to delete. The
agent details on that peripheral are deleted, although the deletion is not finalized until you
save your changes (if you add the peripheral again before saving your changes, the existing
details will still be present). Click Save to save your changes and return to the Resource
Manager grid.
Note that if an agent is logged in when they are deleted, the agent will move to an error
state. To fix this, delete the agent again after they have logged out.
E q u ip me n tDe ta ils S u b -T a b

Equipment Details Sub-Tab

Shows the equipment and agent details for the peripheral.
Agent Name
The name of the agent on this peripheral. If the name fields for the associated person have been
supplied when the agent is added, the agent name is generated by the system as the first name of
the person, followed by an underscore (_), followed by the last name of the person.You can
change the auto-generated value if you wish.
Agent ID
The identifier of the agent on this peripheral. Leave blank to auto-generate a value. For voice
peripherals, this is the internal extension number used to call this agent.
Enterprise Name
The name used to identify the agent within the system.
Description
A description of the agent.
 Standard Gadgets Guide 314

Agent Desktop
The agent desktop associated with this agent. This is a resource selector (see section "Resource
Selector" on page 271).
Agent Team
The agent team associated with this agent. This is a resource selector (see section "Resource
Selector" on page 271).
S k ilGro u p s S u b -T a b

Skill Groups Sub-Tab

Shows the skill group details for the agent on this peripheral.
Default Skill Group
The skill group to be used for reporting when the skill group routing is not available. This is a
resource selector (see section "Resource Selector" on page 271).
Skill Groups
A list of skill groups associated with this agent. This is an association grid (see section
"Association Grid").
P re c is io n Attrib u te s S u b -T a b

Precision Attributes Sub-Tab

Shows the precision attribute details for the agent on this peripheral.
Precision Attributes
A list of precision attributes associated with this agent. This is an association grid (see section
"Association Grid").
You can set the following option for each precision attribute associated with the agent:
Value
S u p e rv is o rS u b -T a b
The value of the precision attribute for this agent.
Supervisor Sub-Tab
Shows the supervisor details for the agent on this peripheral.
Supervisor
Select to make this agent a supervisor on this peripheral.
Login Name
(Only available if the Supervisor option is selected). The domain login name to be used by the
supervisor agent. Type a name or part of a name, click Find, then select the required name from
the list.
Agent Teams
(Only available if the Supervisor option is selected). If the agent is a supervisor, the agent teams
they supervise, and the role they have in each. This is an association grid (see section
"Association Grid").
 Standard Gadgets Guide 315

You can set the following options for each associated agent team.
Supervisory Role
The supervisory role the agent has in this team. Select from
Primary. The agent is the primary supervisor of the agent team. A team can only
have one primary supervisor. If the selected team already has a primary supervisor,
you will be asked to confirm that you want to change the primary supervisor.
Secondary. The agent is a secondary supervisor of the agent team. An agent
Ag e n tS e rv ic e s S u b -T a b
team may have several secondary supervisors.
Agent Services Sub-Tab
Shows the list of agent assist services available for the agent if a Cisco Answers configuration
has been enabled and selected on this peripheral.
Agent Answers
Click the checkbox to enable Agent Answers based on the agent.
Call Transcript
Click the checkbox to enable Agent Answers based on the call type. For more details, see Call
Types.
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
Department
The department that the item is associated with. Select from the drop-down list. Only shown for
tenants that are not small contact center tenants, and are associated with Unified CCE instances
running Unified CCE version 10.0 or later.
His to ry T a b

History Tab
Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
 Standard Gadgets Guide 316

Type
The type of event to include in the list. Select from the drop-down list.
Resource
The resource to show the history for. Select the person to show the history for the person, or
select a specific associated agent to show the history for that agent. Note that selecting the
person just shows events related to the person, and does not include events for the associated
agents.

To change the event history display

Enter the date range, type of events and resource type you are interested in, then click
Search to see the selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Key
The key for this custom data item.
Value
The value to associate with this key.

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.

Precision Attributes
Ab o u tP re c is io n Attrib u te s

About Precision Attributes

A precision attribute (also referred to as an attribute) is some user-defined information that can be
associated with an agent. It defines the agent’s knowledge or experience in a particular area and
the level of that knowledge or experience. A precision attribute has a name, which identifies the
attribute, and a value, which indicates the level an agent has attained for that attribute.
Precision attribute values can be:
boolean (the agent either has that attribute or does not have that attribute)
 Standard Gadgets Guide 317

graded according to proficiency (the agent has attained a specific grade of expertise in that
attribute).
Precision attributes are used in precision queues to define rules for routing calls.

Note
Attributes can only be created on tenants that are associated with a Unified CCE instance
running Unified CCE version 9.0 or later.
E x a mp le s

Examples
A precision attribute called Mortgage_Training may be defined with a boolean value to indicate
whether an agent has been trained to sell mortgages. This attribute can then be associated with a
number of agents, and for each agent, the value of the Mortgage Training attribute can be set to
either True or False, depending on whether the agent has had the training or not.
Another example could be a precision attribute called Spanish_Speaker with a proficiency value to
indicate how fluent the agent is in the Spanish language. If an agent does not speak Spanish, then
this attribute can be set to 1 (the lowest possible proficiency value). If the agent is a native
Spanish speaker, the attribute can be set to 10 (the highest possible proficiency value). If the agent
knows some Spanish but is not very fluent, the attribute could be set to 5.
P re c is io n Attrib u te P ro p e rtie s

Precision Attribute Properties

De ta ils T a b

Details Tab
Shows the item details.
Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Note. This may not be the same as the name by which the item is known on the remote
equipment. Changing this name will not change the name on the remote equipment.
Description
A description of the item.
Data Type
The data type of the attribute value. One of:
Boolean: the value can be True or False
Proficiency: the value can be a whole number between 1 and 10 (1 is least proficient and
10 is most proficient).
Cannot be edited after the precision attribute is created.
 Standard Gadgets Guide 318

Default Value
The default value to be used when this attribute is associated with an agent.
Ag e n ts T a b

Agents Tab
Shows the agents that are associated with this precision attribute.
Agents
A list of agents associated with this precision attribute. This is an association grid (see section
"Association Grid").
You can set the following option for each agent that has this precision attribute:
Value
The value of this precision attribute for the agent.
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
Enterprise Name
The name used to identify the item on the remote equipment. Leave blank to auto-generate a
unique name.
Peripheral Number
The number to be specified for this service at the peripheral.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
Department
The department that the item is associated with. Select from the drop-down list. Only shown for
tenants that are not small contact center tenants, and are associated with Unified CCE instances
running Unified CCE version 10.0 or later.
His to ry T a b

History Tab
Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
 Standard Gadgets Guide 319

Type
The type of event to include in the list. Select from the drop-down list.

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Key
The key for this custom data item.
Value
The value to associate with this key.

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.
 Standard Gadgets Guide 320

Precision Queues
Ab o u tP re c is io n Qu e u e s

About Precision Queues

A precision queue is a mechanism that defines how to route calls to agents depending on each
agent’s proficiency attributes and availability. Precision queues can be referenced in routing
scripts to define how calls are routed.

Note
Precision Queues can only be created on tenants that are associated with a Unified CCE instance
running Unified CCE version 10.5 or later.
P re c is io n Qu e u e S te p s

Precision Queue Steps

A precision queue contains one or more precision queue steps. Each step includes:
some criteria defining a set of agent attributes that must be satisfied when choosing an agent
to receive the call
a time to wait for a suitable agent to become available, after which the criteria specified in
the next step are considered instead (this feature is not available for the last step, since there
is no next step after the last step).
Typically, the criteria specified in successive steps will get progressively less stringent. For
example, the first step may specify that:
the agent has been trained to sell mortgages (for example, Mortgage_Training is True)
the agent is an excellent Spanish speaker (for example, Spanish_Speaker >= 8)
the call will be held for up to 120 seconds waiting for an agent meeting these criteria to
become available.
The next step is only considered if no agent becomes available in that time, and may specify that:
the agent has been trained to sell mortgages (for example, Mortgage_Training is True)
the agent can speak Spanish (for example, Spanish_Speaker >= 3)
the call will be held for up to 300 seconds waiting for an agent meeting these criteria to
become available.
The final step may specify that the call can be routed to any available agent who can speak
Spanish at any level (for example, Spanish_Speaker >= 1).
Co n s id e rC o n d ito n s

Consider If Conditions
Any step except the last step can have a Consider If condition associated with it. A Consider If
condition allows you to specify additional criteria about the call to determine whether the step is
relevant for that category of call.
For example, a Consider If expression may be used to include a specific step only if more than
100 calls of a certain type have been received in the last 24 hours.
 Standard Gadgets Guide 321

The Consider If expression is passed directly to Unified CCE and validated there. For more
information about Consider If expressions, see the Unified CCE documentation in the Cisco
Unified Contact Center Enterprise Features Guide.
E x p re s s io n s

Expressions
Each step consists of:
one or more expressions
the rules for combining those expressions.
An expression defines a set of requirements an agent must satisfy in order to receive the call.
Expressions in a step can be combined using AND (both the latest expression and the previous one
must be satisfied) or OR (either the latest expression or the previous one, or both, must be
satisfied).
For example, a step may have two expressions, one specifying some skills an agent may have, and
the other specifying some qualifications an agent may have. If these two expressions are
combined in a step using AND, calls will only be routed to agents that have both the specified
skills and the specified training. But if the expressions are combined using OR, calls can be routed
to agents with either the skills or the training or both.
Attrib u te Co mp a ris o n s

Attribute Comparisons
Each expression consists of:
one or more attribute comparisons
the rules for combining those attribute comparisons.
An attribute comparison is an attribute, a value and a rule for the comparison. Some typical
attribute comparisons are:
Spanish_Speaker >= 8
Mortgage_Training = True.
Like expressions in a step, attributes in an expression can be combined using AND or OR.
T ip fo rC o n s tru c tin g S te p s ,E x p re s s io n s a n d Attrib u te Co mp a ris o n s

Tip for Constructing Steps, Expressions and Attribute Comparisons

Tip
To keep your steps and expressions simple, you may like to:
group your attribute comparisons into expressions using AND (for example, an expression
is made up of AttributeComparison1 AND AttributeComparison2 AND
AttributeComparison3)
group your expressions into steps using OR (for example, a step is made up of Expression1
OR Expression2 OR Expression3)
P re c is io n Qu e u e P ro p e rtie s

Precision Queue Properties

De ta ils T a b
 Standard Gadgets Guide 322

Details Tab
Shows the item details.
Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Note. This may not be the same as the name by which the item is known on the remote
equipment. Changing this name will not change the name on the remote equipment.
Description
A description of the item.
Agent Order
The agent to allocate to a call if more than one agent satisfies the criteria in the precision queue.
One of:
Longest Available Agent: use the agent that has been free the longest.
Most Skilled Agent: use the agent with the highest proficiency value.
Least Skilled Agent: use the agent with the lowest proficiency value.
Service Level Type
How abandoned calls should be factored in calculating service levels. Options in Service depend
upon the peripheral type and media routing domain. It only has the values 0 (Default) and 1
(Ignore Abandoned Calls) on non-voice MRDs or IPCC peripherals (For peripheral type
IPCCSystem or EnterpriseAgent). Otherwise, all the four options are available:
Default: do not ignore abandoned calls in calculation.
Ignore Abandoned Calls: do not include abandoned calls in the calculation.
Abandoned Call has a Negative Impact: abandoned calls count as exceeding the
service level threshold.
Abandoned Call has a Positive Impact: abandoned calls count as having been
promptly answered.
Note. For resources associated with a Communications Manager, this will always be Ignore
Abandoned Calls.
Service Level Threshold Value
The value in seconds to use for the service level threshold. Leave blank to disable service level
calculation and force the router to use the service level threshold of the associated MRD
peripheral.
S te p s T a b

Steps Tab
 Standard Gadgets Guide 323

Shows the steps in this precision queue.

Steps
An ordered list of the steps in this precision queue and their contents. A precision queue must
have at least one step and may have up to ten steps. Each step can contain one or more
expressions, each containing one or more attribute comparisons.

To add a new precision queue step

Click Add. A new step is added with a single expression and a single attribute comparison
containing some default values. You will probably want to change some of these values, so
click the step to edit it as described below.

To delete a precision queue step

Click the delete button beside the step, then click OK to confirm the deletion. You will not
be able to delete the last step in a precision queue.

To reorder precision queue steps

Hover over the step you want to move, and drag it to a new position in the precision queue
steps grid.
Note. If you reorder the steps, the steps in the sequence are renumbered sequentially. If you
reorder the steps so that a different step becomes the last step, the wait time is removed
from new last step, and set to 0 for the previous last step, if applicable.

To edit a precision queue step

Click the step you want to change. The step dialog box is shown. Complete the fields as
described below.
T h e S te p Dia lo g Bo x

The Step Dialog Box

Shows the expressions in the precision queue step, and the attribute comparisons in each
expression.
Consider If
Optional. The criteria that determine whether the step is executed. If a Consider If condition is
present but not satisfied by the incoming call, the call passes to the next step in the precision
queue.
The Consider If expression is passed directly to Unified CCE and validated there. For more
information about Consider If expressions, see the Unified CCE documentation in the Cisco
Unified Contact Center Enterprise Features Guide.
Wait Time
Optional. The time in seconds to wait before moving on to the next step if the criteria in this step
cannot be satisfied. Not applicable to the last step in the sequence.
Standard Gadgets Guide 324

Add Expression
Click to add an expression containing a single attribute comparisons. You will need to edit this
expression (see below) to meet your requirements.
Add Attribute
Click to add an attribute comparison to an expression. You will need to edit this attribute
comparison (see below) to meet your requirements.

To edit an attribute comparison in an expression

Click in the first text box and start typing some characters to see a list of attributes that
contain those characters.
Choose the attribute you want from the list.
Move to the next box and choose the comparison type from the following:
== : equal to this value
!= : not equal to this value
< : less than this value (proficiency attribute types only)
<= : less than or equal to this value (proficiency attribute types only)
> : greater than this value (proficiency attribute types only)
>= : greater than or equal to this value (proficiency attribute types only)
Move to the final box and choose the value you want to compare the attribute against.

To link attribute comparisons in an expression

For each attribute comparison in the expression, except the first, also click on the drop-down
on the far left of the comparison to choose how this comparison contributes to the results of
the expression:
AND: the expression will be satisfied if an agent is found that satisfies this comparison and
also satisfies the previous comparisons in the expression
OR: the expression will be satisfied if an agent is found that satisfies this comparison even if
that agent does not satisfy the previous comparisons in the expression.

To link expressions in a step

For each expression in the step, except the first, also click on the drop-down beside the
expression number to choose how this expression contributes to the results of the step:
AND: the step will be satisfied if an agent is found that satisfies this expression and also
satisfies the previous expressions in the step
OR: the step will be satisfied if an agent is found that satisfies this expression even if that
agent does not satisfy the previous expressions in the step.
 Standard Gadgets Guide 325

To delete an attribute comparison from an expression

Click X beside the attribute comparison.

To delete an expression from a step

Click X beside the each attribute comparison in the expression you want to delete. When the
last attribute comparison in the expression is deleted, the expression is also deleted.
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
Enterprise Name
The name used to identify the item on the remote equipment. Leave blank to auto-generate a
unique name.
Bucket Interval
The bucket interval to associate with the queue.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
Department
The department that the item is associated with. Select from the drop-down list. Only shown for
tenants that are not small contact center tenants, and are associated with Unified CCE instances
running Unified CCE version 10.0 or later.
His to ry T a b

History Tab
Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.
Resource
The resource to show the history for. Select the precision queue to show the history for the
precision queue, or select a specific associated precision queue step to show the history for that
step. Note that selecting the precision queue just shows events related to the precision queue, and
 Standard Gadgets Guide 326

does not include events for the associated steps.

To change the event history display

Enter the date range, type of events and resource type you are interested in, then click
Search to see the selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Key
The key for this custom data item.
Value
The value to associate with this key.

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.

Services
Ab o u tS e rv ic e s

About Services
A service is a particular type of call processing required by the user, which is associated with a
specific peripheral. Skill groups may be associated with one or more services. For example, a
Customer Support service might be associated with a Customer Support skill group.
S e rv ic e P ro p e rtie s

Service Properties
De ta ils T a b

Details Tab
Shows the item details.
Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Note. This may not be the same as the name by which the item is known on the remote
equipment. Changing this name will not change the name on the remote equipment.
 Standard Gadgets Guide 327

Description
A description of the item.
Peripheral
The peripheral to associate this service with.
Peripheral Name
The name to be specified for this service at the peripheral
Media Routing Domain
The media routing domain associated with this service.
Service Level Type
How abandoned calls should be factored in calculating service levels. Options in Service depend
upon the peripheral type and media routing domain. It only has the values 0 (Default) and 1
(Ignore Abandoned Calls) on non-voice MRDs or IPCC peripherals (For peripheral type
IPCCSystem or EnterpriseAgent). Otherwise, all the four options are available:
Default: do not ignore abandoned calls in calculation.
Ignore Abandoned Calls: do not include abandoned calls in the calculation.
Abandoned Call has a Negative Impact: abandoned calls count as exceeding the
service level threshold.
Abandoned Call has a Positive Impact: abandoned calls count as having been
promptly answered.
Note. For resources associated with a Communications Manager, this will always be Ignore
Abandoned Calls.
Service Level Threshold Value
The value in seconds to use for the service level threshold. Leave blank to disable service level
calculation and force the router to use the service level threshold of the associated MRD
peripheral.
S k ilGro u p s T a b

Skill Groups Tab

Shows the skill groups that are associated with this service.
Skill Groups
A list of skill groups associated with this sevice. This is an association grid (see section
"Association Grid").
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
 Standard Gadgets Guide 328

Enterprise Name
The name used to identify the item on the remote equipment. Leave blank to auto-generate a
unique name.
Peripheral Number
The number to be specified for this service at the peripheral.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
Department
The department that the item is associated with. Select from the drop-down list. Only shown for
tenants that are not small contact center tenants, and are associated with Unified CCE instances
running Unified CCE version 10.0 or later.
His to ry T a b

History Tab
Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Key
The key for this custom data item.
Value
The value to associate with this key.
 Standard Gadgets Guide 329

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.

Skill Groups
Ab o u tS k ilGro u p s

About Skill Groups

A skill group is a collection of agents that share a common set of skills that enable them to handle
a particular type of task. For example, a skill group could define a group of agents who are
proficient at providing technical support for a particular product. Agents are assigned one or more
skills by associating the agent with the desired skill groups.
Each skill group is associated with a specific media routing domain such as voice, chat, or e-mail.

Note
Unified CCMP does not support sub-skill groups (skill groups defined as a subset of a parent skill
group).
S k ilGro u p P ro p e rtie s

Skill Group Properties

De ta ils T a b

Details Tab
Shows the item details.
Folder
Only shown when the item is first created. The folder in which to create the item.
Name
The name used to identify the item in Unified CCMP.
Note. This may not be the same as the name by which the item is known on the remote
equipment. Changing this name will not change the name on the remote equipment.
Description
A description of the item.
Contact Center Picks The Agent (IPTA)
Indicates whether Unified CCE selects the Agents within the Skill Group to receive calls.
 Standard Gadgets Guide 330

Peripheral
The peripheral to be used for the agents in this skill group.
Media Routing Domain
A description of how contact is made.
Service Level Type
How abandoned calls should be factored in calculating service levels. One of:
Use Global Setting: the default is to ignore abandoned calls.
Ignore Abandoned Calls: do not include abandoned calls in the calculation.
Abandoned Call has a Negative Impact: abandoned calls count as exceeding the
service level threshold.
Abandoned Call has a Positive Impact: abandoned calls count as having been
promptly answered.
Note. For resources associated with a Communications Manager, this will always be Ignore
Abandoned Calls.
Service Level Threshold
Whether this call type will use a service level threshold other than the system default. One of:
Use Global Setting:
None:
Use Specified: use the value specified in Service Level Threshold Value.
Service Level Threshold Value
Only shown when Service Level Threshold is Use Specified. The value in seconds to use for the
service level threshold.
Ag e n ts T a b

Agents Tab
Shows the agents that are associated with this skill group.
Note. To set the default skill group for an agent using the Resource Manager gadget, select the
agent and go to the Skill Groups tab.
Agents
A list of agents associated with this skill group. This is an association grid (see section
"Association Grid").
Ro u te s T a b

Routes Tab
Shows the routes associated with this skill group.
Name
The name of the route.
 Standard Gadgets Guide 331

Description
A description of the route.

To add a route
Complete the fields and click Add.

To delete a route
Click the X beside the entry, then click OK to confirm the deletion.
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
Enterprise Name
The name used to identify the item on the remote equipment. Leave blank to auto-generate a
unique name.
Peripheral Number
The number to be specified for this service at the peripheral.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
Department
The department that the item is associated with. Select from the drop-down list. Only shown for
tenants that are not small contact center tenants, and are associated with Unified CCE instances
running Unified CCE version 10.0 or later.
His to ry T a b

History Tab
Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.
 Standard Gadgets Guide 332

Resource
The resource to show the history for. Select the skill group to show the history for the skill group,
or select a specific associated route to show the history for that route. Note that selecting the
skill group just shows events related to the skill group, and does not include the events for the
associated routes.

To change the event history display

Enter the date range, type of events and resource type you are interested in, then click
Search to see the selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Key
The key for this custom data item.
Value
The value to associate with this key.

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.

Users
Ab o u tUs e rs

About Users
A user is an Unified CCMP portal user with an Unified CCMP login. A user may be associated
with a person resource but it does not need to be.
Us e rP ro p e rtie s

User Properties
De ta ils T a b

Details Tab
Shows the item details.
Folder
Only shown when the item is first created. The folder in which to create the item.
Standard Gadgets Guide 333

Login Name
A unique login name for the Portal user. Any Unicode character is valid.
Additionally, for an Internet Scrip Editor enabled user, the login name must correspond to an
existing Windows active directory user. This name must be formatted as
<domainname>@<username>, where <username> is the Windows username and
<domainname> is the fully qualified Windows domain name, for example,
iseuser1@testdomain.local
Password
The password for this user. The password cannot be the same as Login Name and must meet any
password restrictions that are specified by the system administrator in Settings > Security
Settings.
Additionally, for an Internet Script Editor enabled user, the password must match the password
for the corresponding Windows active directory user.
Confirm Password
Must be the same as for Password.
First Name
The first name of the Unified CCMP portal user.
Last Name
The last name of the Unified CCMP portal user.
Email
The user’s email address. Must be a valid email address in the format name@domain.extension.
Description
A description of the item.
Culture
The language and location setting for this user.
User Home Folder
The user’s home folder. The user is positioned here when they log on.
Create a new folder for this user
Only shown when user is first created. Select to create a new folder for the user below the
specified User Home Folder. The name of the new folder will be the specified Login Name
followed by the default folder suffix specified in Settings > Security Settings > User Folder
Suffix.
Advanced Mode
Indicates whether this user has advanced mode functionality.
 Standard Gadgets Guide 334

Account Enabled
Indicates whether this user is currently active on the system. The user will not be able to login to
Unified CCMP if this is not set.
Local Login Enabled
Indicates that the user can access Unified CCMP using local login.
Internet Script Editor Enabled
Indicates that the user can access Cisco's Internet Script Editor using the security settings of this
Unified CCMP user.
ISE Password
Only shown when Internet Script Editor Enabled is selected. The ISE password of the Unified
CCMP portal user. The password must match the password for the corresponding Windows
active directory user.
Note. The following fields are only shown on the Details tab when a user is first created. For
existing users, they are shown on a separate Password tab.
User must change password at next logon
Indicates that this password is only valid for a single login. If set the user will be forced to
change their password the next time they log in to Unified CCMP.
Password Never Expires
Indicates that the password will never expire. If not set, the password will expire after the
number of days specified in Settings > Security Settings > Password Expiry.
User cannot change password
Indicates that the user cannot change their password. If not set, the user can change their
password using Settings > Change Password.
P a s s wo rd T a b

Password Tab
Shows the password details for this user. This tab is not shown when a user is first created (the
required information is shown on the Details tab). This tab is not shown at all if the installation
uses single sign-on.
Reset Password
Select to reset the user's password to a value of your choice, for example, if the user has
forgotten their password or been locked out of the system because they have entered their
password incorrectly several times. If you set this, you may also want to set User must change
password at next logon to force the user to choose a new password when they next log in.
Password
Only shown if Reset Password is selected.
 Standard Gadgets Guide 335

Confirm Password
Must be the same as for Password.
User Exceeded Maximum Login Attempts
Set if the user has exceeded the number of incorrect login attempts specified in Settings >
Security > Login attempts before lockout.
Password Never Expires
Indicates that the password will never expire. If not set, the password will expire after the
number of days specified in Settings > Security Settings > Password Expiry. Note: Even with
a password that never expires, if a user does not log in within a specified time limit, the account
is disabled. By default, this time limit is 120 Days.
User cannot change password
Indicates that the user cannot change their password. If not set, the user can change their
password using Settings > Change Password.
User must change password at next logon
Indicates that this password is only valid for a single login. If set the user will be forced to
change their password the next time they log in to Unified CCMP.
Gro u p s T a b

Groups Tab
Shows the groups that are associated with this user.
Groups
A list of groups associated with this user. This is an association grid (see section "Association
Grid").

User Variables
Ab o u tUs e rVa ria b le s

About User Variables

A user variable is a named object which can hold a value up to 28 characters long. User variables
are used in routing scripts. User variable fields like Code text, Persistent checkbox, Description,
Active to date are editable.

Note
User variables referenced by a script cannot be deleted.
Us e rVa ria b le P ro p e rtie s

User Variable Properties

De ta ils T a b

Details Tab
Shows the item details.
Folder
Only shown when the item is first created. The folder in which to create the item.
 Standard Gadgets Guide 336

Code Text
The name of the user variable. Will be automatically prefixed with "user when the item is saved.
Description
A description of the item.
Persistent
Whether the user variable retains its value across Central Controller restarts.
Object Type
The type of object with which to associate the variable. Choose OT_USER_VARIABLE to not
associate the user variable with an object. Cannot be edited after the user variable is created.
Data Type
The data type for the variable. Cannot be edited after the user variable is created.
Ad v a n c e d T a b

Advanced Tab
Shows the advanced properties.
Active From Date
The date from which the item will be active within the system.
Active To Date
The date after which the item will be deleted from the system. Either leave Forever selected, or
clear Forever and select a date from calendar.
His to ry T a b

History Tab
Shows the event history for this item. Not shown when the item is first created.
Date from
The date of the earliest events to include in the list.
Date to
The date of the most recent events to include in the list.
Type
The type of event to include in the list. Select from the drop-down list.

To change the event history display

Enter the date range and type of events you are interested in, then click Search to see the
selected events.
Cu s to mDa ta T a b

Custom Data Tab

Shows the custom data.
Standard Gadgets Guide 337

Key
The key for this custom data item.
Value
The value to associate with this key.

To add a new custom data key-value pair

Complete both fields, and click Add.

To edit a custom data value

Click the value you want to change, and enter the new value.

To delete a key-value pair

Click the X beside the entry, then click OK to confirm the deletion.
System Administration Tasks 338

System Administration Tasks

About Administrator Tasks

This section identifies the main tasks that users with tenant administrator permissions perform in
Unified CCMP. Tasks do not need to be performed in the order shown below, however, this order
reflects the dependency of certain item types on the existence of others.

Note
Users with System Administrator permissions can also perform all of the tasks in this section.

Agent and Group Related Tasks

The tasks listed below pertain to agent record creation and agent groupings.

Task Description Where

Create Agent An Agent Desktop associates a set of permissions or Manage
Desktops characteristics with specific agents, such as how and when Agent
calls to these agents are redirected, how and when they enter Desktops
various works states, and whether they can make outbound page
calls.
You can create a Default Desktop that is the set of permissions
automatically assigned to all new agents unless overridden.
Create Agents and In order to use the back-end system, all prospective agents first Manage
Agent Supervisors. need an account which includes a login name and password. Agents
Assign desk settings You can designate certain agents as supervisors, allowing them page
to agents. to be later designated as supervisors of agent teams.
You can assign different desk settings to different agents based
on their needs, and, as necessary, temporarily suspend their
login permissions or turn on Agent State Trace, which allows
you to track their transition through various states of readiness.
Create Skill Groups A skill group is a collection of agents that share a common set Manage
and assign agents to of skills. Skill groups are one of the primary devices for call Skill
skill groups. routing. Groups
An agent can be associated with multiple skill groups and each page
skill group is associated with a specific media routing domain
(MRD) such as voice, chat, or e-mail.
System Administration Tasks 339

Task Description Where

Create Agent Teams. Agent teams allow you to associate a set of agents with a Manage
Assign agents and specific supervisor.This association allows Unified CCE to Agent
supervisors to teams. determine which supervisor to route an agent's Supervisor Teams
Assist requests to. page
Optionally, create An enterprise skill group is a logical grouping of skill groups, Manage
Enterprise Skill and can include skill groups from different MRDs. Enterprise
Groups. Assign skill Unlike the Skill Groups page, the Enterprise Skill Groups page Skill
groups to enterprise can display skill groups from all MRDs. Groups
skill groups. page

Contact Routing Tasks

The tasks listed below relate to contact (voice and non-voice) routing configuration.

Task Description Where

Create Call A call type is a category of incoming routable task. Specific call types are Manage
Types. associated with Dialed Numbers. In this association, each call type has a Call
schedule that determines which routing script(s) are active for that call Types
type at any time. Because the call type determines which routing script is page
run for a call, the call type defines call treatment in a Unified CCE
system.
There are two classes of call type/dialed number associations: voice and
non-voice.
Create You set up a Dialed Number List, which identifies all of the phone Manage
Dialed numbers in your contact center that customers can dial to initiate contact. Dialed
numbers. Dialed numbers are mapped to call types; this mapping is used to identify Numbers
Map Call the appropriate routing script for each call. page
Types to A typical call center requires a number of dialed number definitions. In
Dialed addition to answered calls, dialed numbers also need to be set up for ring
Numbers. on no answer, dialed number plan entries, and for supervisor/emergency
assist calls.
Glossary 340

Glossary

A
Activity Monitor
A tool that shows the current status of the provisioning queue and provides basic audit reporting
for provisioned resources.

Advanced Mode
A CCMP operation mode that provides access to all CCMP functionality and tools that a user is
allowed to access. Compare with Basic Mode.

Agent
Any contact center operative dealing with customers, usually by answering incoming phone calls.
Each agent is associated with a peripheral and can be a member of one or more skill groups.

Agent Desktop
The phone settings for an enterprise or Unified CCE agent. Agent Desktops can be associated
with each Unified CCE agent or with a Unified CCE peripheral.

Agent Team
A functional grouping of agents. An agent team is generally served by the same peripheral and
has a common business focus such as a specific aspect of technical support.

Attribute
Some user-defined information that can be associated with an agent. It defines the agent’s
knowledge or experience in a particular area and the level of that knowledge or experience.

Available
A call state in which the logged in agent is ready to accept calls. The equipment will not route a
call to an agent unless they are available. This is a key metric monitored by supervisors to ensure
the readiness of their team to accept calls. A careful balance is required to ensure that there are
enough Agents available to accept calls without overstaffing or understaffing.
Glossary 341

B
Basic Mode
A CCMP operation mode that provides a simple user interface for supervisors to manage agent
teams and skills. Compare with Advanced Mode.

Breadcrumb Trail
A trail of links indicating the user’s current location in a folder hierarchy or a set of related
pages. You can usually click on a link in the breadcrumb trail to go directly to that location.

C
Call Type
A category of incoming call, associated with one or more dialed numbers.

CCMP Resource
A resource that is created and managed by CCMP. These resources are local to CCMP, and not
provisioned onto the remote equipment, for example, folders, users, groups. A CCMP resource
may or may not be associated with a tenant. Also known as a System Resource. See also
Resource. Compare with Remote Resource.

Cisco Unified Communications Manager (Unified CM)

A computer platform that provides the facilities of a traditional private branch exchange
telephony system (PBX) to packet devices such as Voice over IP (VoIP) gateways.

Cisco Unified Contact Center Enterprise (Unified CCE)

Cisco call routing platform.

Cisco Unified Customer Voice Portal (Unified CVP)

A telephone system that allows callers to use touchtone signals or their own voice to request self-
service information.

Comma Separated Variable (CSV)

A method of representing a spreadsheet using a text file. The values are separated by commas,
and each record is ended by a line break. The column headers are contained in the first record.
Glossary 342

CSV
See Comma Separated Variable.

D
Department
A grouping of related resources according to user-defined business needs.

Device Profile
A telephone template that a user can use to retain their specific phone configuration across a
number of different physical phones. A device profile may be shared by multiple Unified CM
users. A device profile may contain a number of directory number mappings.

Dialed Number
The telephone number dialed by the calling party.

Dimension
Another name for a resource.

Directory Number
An extension line which is attached to an IP Phone.

Drill down, Drill up

To navigate through trees or data hierarchies. Drill down to view child folders or data in finer
detail and drill up to view parent folders or summarized data values.

E
Enterprise Service
An organizational grouping of agents within a company, perhaps spanning several contact centers
and served by different peripherals, providing a specific customer service, such as technical
support.

Enterprise Skill Group

Organizational association of contact center agents within a company, perhaps spanning several
contact centers and served by different peripherals. Agents in a skill group share common talents
such as technical or language abilities, or skills in dealing with complaints.
Glossary 343

Exception
A value which falls outside set parameters. Exceptions may be highlighted for ease of
identification. See Thresholds.

Expanded Call Variable

A named object used by a Network VRU script to exchange call information with the Unified
CCE.

Extensible Markup Language (XML)

A markup language used to create special-purpose markup languages. It allows data to be shared
across different systems, particularly systems connected via the Internet.

Extension (filenames)
The characters that end a filename, and which identify the type of data in that file, and hence
which program or programs that can access it.

Extension (telephone)
Either a telephone number that is local to the switch or a telephone station served by a PBX.

F
Folder Role
A collection of folder-based security tasks that a user or group is able to do. A user or group that
has a specific folder role on a specific folder is able to perform all the tasks in that folder role on
that folder. They can also perform those tasks in any subfolders that inherit their security
permission from that parent folder. In some cases, access to a folder role task is controlled by a
Global Role task that allows access to the required functionality. For example, a Supervisor
folder role may be defined which allows various supervisor tasks like managing users and
information notices. A user or group that has the Supervisor folder role assigned to a folder will
be able to do these tasks in that specific folder. See also Role, Global Role, Task.

G
Global Role
A collection of global tasks that a user or group is allowed to perform. A user or group that has a
specific global role is able to do the tasks in that global role. For example, a global role called
Basic User may be defined, which allows basic functionality like accessing information notices
Glossary 344

and modifying their own user settings. A user or group that has the Basic User global role will be
able to do these tasks, provided they have an appropriate Folder Role in any related folder. See
also Role, Folder Role, Task.

Group
A collection of one or more users who share the same security roles. See also Roles, User.

H
HCS
See Hosted Collaboration Solution.

Hosted Collaboration Solution (HCS)

A unified communications and collaboration platform for service providers and partners who
want to offer Cisco collaboration technologies using hosted and managed models.

HTML
See Hypertext Markup Language.

Hypertext Markup Language (HTML)

A markup language used to build web pages and other information that can be viewed in a web
browser.

I
Information Notice
A notice used to inform contact center staff of general information or new announcements.

Interactive Voice Response (IVR)

See Voice Response Unit.

Internal in
An internal (non-customer) call received by an agent.

Internal out
An internal (non-customer) call initiated by an agent.
Glossary 345

IP Phone
A telephone that can be integrated into a network.

IVR
See Voice Response Unit.

IVR App
A voice XML (VXML) application that runs on a CVP IVR app server and is used to control call
routing. IVR apps can be created using Cisco Unified Call Studio.

L
Label
An identifier, usually a destination number, which is associated with a specific peripheral target
or with a specific network target used for call routing purposes.

Login Name
The name that a user uses to log on to CCMP. Sometimes called User Name.

M
Media File
A .wav file that is used by IVR to play back prompts and messages to callers. Media files are
stored on CVP media servers.

Media Routing Domain (MRD)

A collection of skill groups and services associated with a particular contact medium, such as
voice or email.

Micro-application
A VRU function that can be invoked from a Network VRU Script, to communicate with the
caller, for example, to play a message to the caller, or to retrieve digits that the caller has entered
on the keypad.

MRD
See Media Routing Domain.
Glossary 346

N
Network VRU
See Voice Response Unit.

Network VRU Script

A script that runs on a Network VRU. One or more Network VRU scripts may be called by a
Unified ICME routing script to handle the interaction with the caller and hence route the call
appropriately.

Not Ready
A call state in which the logged in agent is not involved in call activities but is also not ready to
accept calls.

P
Peripheral
A device or switch that routes customer phone calls to contact center staff. The term peripheral
is also used to describe parts of a contact center enterprise that receive calls from the device (see
also Peripheral Agent, Peripheral Service and Peripheral Skill Group).

Peripheral Gateway (PG)

Software developed by Cisco Systems that enables the Unified CCE to communicate with other
network devices such as an ACD, IVR or PBX.

Peripheral Service
A group of contact center agents that receive calls routed from the same peripheral device and
provide a specific customer service, such as technical support.

Peripheral Skill Group

See Skill Group.

Person
The representation of a physical person on the contact center system. A person may be linked to
a CCMP Login Name and to one or more Agents. See also Agent, Login Name.
Glossary 347

PG
See Peripheral Gateway.

Precision Attribute
See Attribute.

Precision Queue
A mechanism that defines how to route calls to agents depending on the agents’ proficiency
attributes and availability. Precision queues can be referenced in routing scripts to define how
calls are routed. A precision queue consists of one or more precision queue steps.

Precision Queue Step

See Precision Queue.

Prefix
A character or characters added to a folder to specify where to place imported resources.

Prefix Rule
A rule that specifies where to locate imported items that have a specified prefix.

R
Ready (agent state)
An agent state where an agent is logged in and available to receive a call.

Ready (resource state)

A resource state where a resource is active in the system and has no pending edits to be applied.

Remote Resource
A resource that exists on the remote equipment. Some remote resources can be created or edited
in CCMP and provisioned onto the remote system. Other remote resources can be accessed by
CCMP but cannot be created, edited or provisioned in CCMP. A remote resource is always
associated with a tenant. See also Resource, CCMP Resource.

Remote Tenant
A tenant that exists on remote equipment.
Glossary 348

Reserved
A call state in which an agent is waiting for a specific call and is unavailable to take general
incoming calls.

Resource
An entity that represents an asset belonging to a customer, for example, a dialed number, an
agent, a call route. Resources are stored in folders. Also see Remote Resource or CCMP
Resource.

Role
A collection of tasks that are commonly performed by the same group of people (for example,
defined by their business role or position). A role can be a Global Role (defining a collection of
general tasks) or a Folder Role (defining a collection tasks that are associated with folders). See
also Folder Role, Global Role and Task.

S
Script
A program that performs a specific simple, repeated task such as determining where to route a
call.

Service
A particular type of call processing required by the user, which is associated with a specific
peripheral. Skill Groups may be associated with one or more services. For example, a Customer
Support service might be associated with a Customer Support Skill Group.

Skill Group
An organizational association of contact center agents sharing common talents (for example,
technical or language abilities). Skill groups are associated with a particular peripheral and allow
the Unified CCE to route calls to the most appropriate available agent. Several skill groups at
different contact centers are served by different peripherals and may be collectively combined in
an Enterprise Skill Group.

State (resource)
The provisioning status of a resource. There are five states: Pending Active, Error, Ready,
Delete Pending and Deleted.
Glossary 349

Supervisor
A person responsible for a team of agents. A supervisor can add and remove agents and view
statistics for the team that they supervise. A supervisor may also be an agent. See also Agent
Team.

System Administrator
The highest level of user in the management system. The System Administrator is responsible for
creating more users and granting user permissions and access permissions.

System Resource
See CCMP Resource.

T
Task
An action that a user may or may not be able to perform, depending on the security permissions
they have been assigned. The task may be a global task (for example, running the Security
Manager tool, provisioning an agent) or a task that is associated with a folder (for example,
creating a user in a specific folder, managing information notices in a specific folder). Tasks are
collected together to create Roles. See also Folder Role, Global Role and Role.

Tenant
The CCMP representation of a real world organizational unit. Tenants are used to group contact
center resources in isolation, providing customers with a security partitioning mechanism.

Tenant Folder
A folder exclusive to a particular tenant. It is the same as a system folder except that a tenant
folder does not inherit the security permissions of a parent folder and is a stand-alone entity.
Compare with Folder.

Toolbar
In the CCMP GUI, a row of one or more buttons at the top of a panel that shows a list of
functions or options. These buttons are used to access the various functions and options available
to the user.

Top Menu
In the CCMP GUI, the options shown at the top right of all pages. These commonly include
Home, Tools, Help, Settings and Logout, and may be customized.
Glossary 350

Transfer
A call forwarded to an agent.

Trunk
A collection of telephone lines associated with a single peripheral and usually used for a common
purpose.

U
Unified CCE
See Cisco Unified Contact Center Enterprise.

Unified CM
See Cisco Unified Communications Manager.

Unified CVP
See Cisco Unified Customer Voice Portal.

User
A CCMP user, identified by a Login Name.

User Variable
A named object which can hold a value. User variables are used in routing scripts.

V
Voice Response Unit (VRU)
A device capable of automatically routing a call using a customer's replies to a series of
prompted messages. A VRU may respond directly to a customer's voice or to a sequence of
caller entered digits. Also called Interactive Voice Response Unit (IVR).

VRU
See Voice Response Unit.
Glossary 351

X
XML
See Extensible Mark-up Language.