Setting up a CUCM user as a CCX agent

What it is for

A user becomes an agent in UCCX as soon as they have an IPCC extension in the CUCM and their phone is controlled by the RmCm application user. The CCX then takes over the user as a resource at its next synchronisation. Only after that can team and skills be set.

The CCX Agent tab in the user profile handles these steps in one flow: EasyUC sets the IPCC extension to the selected line through AXL, adds the selected phone to the RmCm application user, waits for the CCX to synchronise and then writes team, skills and availability. EasyUC does not create the resource itself through the CCX API. This part of the interface is labelled in German in version 4.8.7, also when the interface language is English. Labels and messages are quoted as shown.

If the user already is an agent, the tab only displays their data. You then make changes under Contact Center Express → Agenten.

Prerequisites

The CCX connection is set up, bound to the active CUCM connection, and the RmCm Application User field is filled in.
The application user entered there exists in the CUCM cluster.
Seeing the tab: ROLE_APP_CCX and ROLE_APP_CCX_AGENTS. Setting up: additionally ROLE_APP_CCX_AGENTS_EDIT. Administrators (ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN) have both.
In the CUCM, at least one phone with a line is associated with the user as a controlled device.
There is at least one team in the CCX. Skills are optional.

Step by step

Open Users → Users and click the user.
In the user profile, click the CCX Agent tab. The tab only appears if a CCX connection exists for the active CUCM connection.
Under Kontrolliertes Telefon (controlled phone), select the phone the agent works on.
Under Leitung (line), select the line that is to become the IPCC extension.
Select the Team.
Set Nach Abmeldung automatisch verfügbar if required.
Under Skills, tick the desired skills and enter a level from 1 to 10 for each.
Tick Ich bestätige die Änderung der CUCM-IPCC-Extension und die Zuordnung des Telefons zum konfigurierten RmCm Application User.
Click Jetzt als CCX Agent einrichten (set up as CCX agent now).
If the page shows UCCX-Synchronisierung läuft, wait a moment and click Synchronisierung prüfen und finalisieren. Repeat this until Als Agent eingerichtet appears. Calling it again does not create anything twice.

Fields and options

Fields and options
Field / action	Meaning and use
Kontrolliertes Telefon	Phones associated with the user in the CUCM as controlled devices. Shown with device name and model.
Leitung	Lines of the selected phone with number and partition. The selection becomes the IPCC extension.
Team	Team of the agent in the CCX. Required.
Nach Abmeldung automatisch verfügbar	Corresponds to the agent setting Automatisch verfügbar.
Skills	Selection from the skills of the CCX with level 1 to 10. At most 50 skills per agent.
Neu laden	Reads the agent data from the CCX again.
Agent card	After setup, shows user ID, extension, resource type, alias, resource group, agent team, supervisor assignments and skills with level.

Check the result and narrow down errors

Success: the tab shows Als Agent eingerichtet with extension, team and skills. The agent also appears under Contact Center Express → Agenten.
CUCM ist vorbereitet. UCCX synchronisiert die Resource noch. The CCX has not yet taken over the user. Finish later with Synchronisierung prüfen und finalisieren.
Für die Agenten-Einrichtung muss der RmCm Application User in der CCX-Verbindung konfiguriert sein. Add the field in the CCX connection.
Der konfigurierte RmCm Application User existiert im gebundenen CUCM-Cluster nicht. Check the spelling of the application user in the CUCM.
Dieser Benutzer ist bereits eine UCCX Resource. Änderungen bitte im normalen Agenten-Editor durchführen. The user already is a resource. Use the agent editor.
Das gewählte Telefon ist kein kontrolliertes CUCM-Telefon dieses Endusers. Check the device association of the user in the CUCM.
Die gewählte Leitung gehört nicht zum kontrollierten Telefon. Select phone and line again.
Für diesen Benutzer läuft bereits eine Agenten-Einrichtung mit einer anderen Auswahl. A setup that has been started must be completed with the same selection.
CUCM hat die RmCm-Gerätezuordnung abgelehnt. or CUCM hat die IPCC Extension abgelehnt. Check the AXL permissions of the CUCM connection and the state of the user in the CUCM.
Sie können CCX-Agentendaten ansehen, haben aber keine Berechtigung zur Agenten-Einrichtung. ROLE_APP_CCX_AGENTS_EDIT is missing.
Keine CCX Resource gefunden with the text Für diesen Benutzer ist noch keine CCX Resource synchronisiert. The user is not an agent and you have no setup permission.