Connecting Contact Center Express

What it is for

EasyUC reads the configuration of a Cisco Unified Contact Center Express (UCCX) through its administration API and shows it in the EasyUC Cisco workspace: applications, agents, supervisors, skills, teams and the repositories for scripts, documents and prompts. Individual settings can also be changed from there. 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.

For this to work you store the host and the credentials of a CCX administrator once. EasyUC talks to the server over HTTPS only, under the fixed path /adminapi. Saving the connection writes nothing to the CCX. The password is stored encrypted in EasyUC and is never displayed again.

When you save, the connection is bound to the CUCM connection that is active at that moment. If you later work in another CUCM cluster, the CCX area stays locked there.

Prerequisites

• The CUCM module is active on the appliance. The Contact Center Express menu belongs to the EasyUC Cisco workspace.
• Setting up or changing the connection: administrators only (ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN).
• Reading without an administrator role: ROLE_APP_CCX plus, per area, ROLE_APP_CCX_DASHBOARD, ROLE_APP_CCX_AGENTS, ROLE_APP_CCX_APPLICATIONS, ROLE_APP_CCX_SCRIPTS, ROLE_APP_CCX_DOCUMENTS, ROLE_APP_CCX_PROMPTS, ROLE_APP_CCX_SKILLS, ROLE_APP_CCX_TEAMS.
• Changing without an administrator role: additionally ROLE_APP_CCX_AGENTS_EDIT, ROLE_APP_CCX_APPLICATIONS_EDIT or ROLE_APP_CCX_SCRIPTS_EDIT. The edit permission always requires the read permission of the area.
• On the CCX: an administrator account with access to the administration API. The CCX must be reachable from the appliance over HTTPS.
• For automatic agent setup in addition: the name of the CUCM application user through which UCCX controls the agent phones (RmCm provider). It must exist in the bound CUCM cluster.
• An active CUCM connection is selected in the header.

Step by step: store the connection

1. Select the EasyUC Cisco workspace at the top and check in the header that the CUCM connection this CCX belongs to is selected.
2. Open Contact Center Express → Dashboard in the menu.
3. Click Verbindung (connection) at the top right. If nothing has been set up yet, the CCX-Verbindung panel opens by itself for administrators.
4. Under Host / IP, enter the address of the CCX, for example uccx01.intern. Host name or IP address only, without https://, port or path.
5. Enter the user name under API-Administrator and the password of the CCX administrator under Kennwort.
6. Under RmCm Application User, enter the CUCM application user of the RmCm provider if you want to set up agents from the user profile. Otherwise leave the field empty.
7. Leave TLS-Zertifikat prüfen (verify TLS certificate) switched on if the CCX uses a certificate from a trusted certification authority.
8. Click Verbindung speichern. EasyUC reports Verbindung in EasyUC gespeichert. and reloads the dashboard.

Step by step: read the dashboard

1. Open Contact Center Express → Dashboard.
2. Read the three figures Applications, Agenten and Supervisor. Clicking a figure opens the corresponding list.
3. Check the tables below. They show the first 10 applications and agents and all supervisors with their primary and secondary teams.
4. Click Aktualisieren (refresh) to reload the state from the CCX. The time of the query and the host are shown at the bottom.
5. Use the tabs Agenten, Skills, Teams, Applications, Script, Documents and Prompts to switch to the lists. Only the tabs you have a read permission for are visible.

Fields and options

Check the result and narrow down errors

• Success: the dashboard shows numbers instead of a dash, and the footer shows Stand: with time and host.
• Noch keine CCX-Verbindung eingerichtet. Ein EasyUC-Administrator kann sie unter „Verbindung“ hinterlegen. Host, user or password are missing.
• Bitte eine IP-Adresse oder einen Hostnamen ohne URL, Port oder Pfad angeben. Remove https://, the port and the path from the Host / IP field.
• CCX-Administrator und Kennwort sind erforderlich. The password must be entered when saving for the first time.
• CCX verweigert den Zugriff. Administrator-Zugang und API-Berechtigungen prüfen. Check user name, password and the permission of the account on the CCX.
• CCX ist nicht erreichbar oder das TLS-Zertifikat konnte nicht geprüft werden. Check the network path and firewall to the appliance. With a self-signed certificate, clarify the certificate chain or deliberately switch the check off.
• Die CCX-Verbindung ist an einen anderen CUCM-Cluster gebunden. Switch in the header to the CUCM connection under which the CCX connection was saved, or save it again as an administrator under the desired connection.
• Die CCX-Verbindung wird gerade verwendet oder geändert. Bitte erneut versuchen. Another change is still running. Wait briefly and repeat.
• CCX-Zugangsdaten müssen nach einem Wechsel des Anwendungsschlüssels neu gespeichert werden. Enter the password again and save.
• Yellow notices in the dashboard name the area and the message of the CCX when only part of the data could be loaded.