Voice Deep Dive Workbook

Version 3.5

Module 19

Unified Contact Center Express Integration,

CSQ Provisioning and Custom Scripting ::
Tasks
Lab Instructions:
Prior to starting this lab, ensure that you have both read through the Voice Rack Rental Guide
before beginning this lab, so that you are fully aware of how all equipment works and is
accessed, and that you have loaded both the initial router/switch configs from INEs members
site, and that you have manually loaded the CUCM initial configs as described below.

Note
- Most Deep Dive lab scenarios require existing configuration before they can begin to be
configured. Also, most lab scenarios use different pre-configuration from other Deep Dive
labs. Therefore it is necessary to load the "Startup Configs" prior to beginning any of these lab
scenarios.
- To load your router and switch configs, first log into your INE.com Members account, then
navigate to the "Rack Rental" tab, and click on "Control Panel" >> "Click here to choose a
configuration to be loaded on your Voice Rack", then choose the appropriately named
selection for this module. This will only load your router and switch configs (pstn, r1, r2, r3,
sw1, sw2).
- To load your CUCM server initial configs, please log into the CUCM Admin WebUI, and use
the Bulk Administration tool to upload & import the appropriately named DD-ModXXCUCM-Startup.tar" file that was included in your Members account for this module. Here are
two brief demonstration videos on how to successfully accomplish this upload and import into
CUCM: Importing or Exporting Configurations in CSV file from CUCM (15 mins), and Fixing
Any Issues That May Arise With Importing CSS and CdPTP & CngPTPs (8 mins).

Copyright 2011 Internetwork Expert

www.INE.com
-1-

2011 Internetwork Expert, Inc. All rights reserved.

INE, the INE logo, and Voice Deep Dive are registered trademarks of Internetwork Expert, Inc. in the United States and certain other countries.
All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a
partnership relationship between Internetwork Expert and any other company.

Voice Deep Dive Workbook

Version 3.5

Module 19

19.1 UCCX Setup and Integration

Assume you are locked out of the UCCX AppAdmin UI, and your pre-setup
administrative username and password no longer work to login
Preform the necessary steps for recovery, allowing you to be able to login and re-setup
the necessary parameters, checking all of the settings for each of these parameters
along the way, and setup a new (or existing) administrative user to allow subsequent
logins to the UCCX AppAdmin UI

19.2 CSQ Setup with Preferential Agent Choice

Create two CSQs called Oceanic and Others

CSQ Oceanic should be triggered any time someone calls any unused DID number
at either the CorpHQ or Branch2 sites (DID ranges of 2065011XXX and 0207033XXX)
CSQ Others should be triggered any time someone calls any unused DID number at
the Branch1 site (DID ranges of 5126022XXX)
You may not use any Translation Patterns to accomplish this task
Take steps to ensure that the following occur:
o For the Oceanic CSQ, only Jack and Hugo should be permitted to be call
taking agents, however Hugo should always be elected to receive calls first if he
is available
o For the Others CSQ, only Ben and Hugo should be permitted to be call taking
agents, however Ben should always be elected to receive calls first if he is
available

19.3 Basic Custom Scripting Examination of UCCX Editor and

Simple Queuing.aef Default Script

Open the UCCX Editor and explore its UI

Open the Simple Queuing.aef script from the Repository, and become familiar with its
basic functionality
Save the Simple Queuing.aef as a new script in the Repository, calling it Deep
Ocean.aef
Create a new Application in the UCCX AppAdmin web UI with the new Deep
Ocean.aef script, and create a new trigger with the DID of 2065011500.

Copyright 2011 Internetwork Expert

www.INE.com
-2-

2011 Internetwork Expert, Inc. All rights reserved.

INE, the INE logo, and Voice Deep Dive are registered trademarks of Internetwork Expert, Inc. in the United States and certain other countries.
All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a
partnership relationship between Internetwork Expert and any other company.

Voice Deep Dive Workbook

Version 3.5

Module 19

19.4 Basic Custom Scripting Day of Week & Time of Day

Modify the Deep Ocean.aef script to check if the call center is OPEN or CLOSED
OPEN call center business hours are defined as follows:
o Monday - Wednesday
09:00 12:00 OPEN
13:00 17:00 OPEN
Everything else is CLOSED
o Thursday
09:00 12:00 OPEN
13:00 15:00 OPEN
Everything else is CLOSED
o Friday
08:00 12:00 OPEN
13:00 16:00 OPEN
Everything else is CLOSED
o Saturday
11:00 15:00 OPEN
Everything else CLOSED
o Sunday = CLOSED

19.5 Basic Custom Scripting Reroute to Voicemail or Proceed to

Queue

Play the Welcome greeting only if the call center is determined to be OPEN, then
send them onto the ICD section of the script
If a caller ended up going to the ICD section of the script, and ended up being queued,
because the business was open but no agents were available to take their call at that
moment, then make sure that they end up in the Oceanic queue
Do not play the Welcome greeting if the call center is determined to be CLOSED,
instead reroute callers to Unity Connection voicemail, sending them to a specially
created System Call Handler with the extension of 1599 that has a outgoing greeting
telling them that someone will return their call at the next available time

19.6 Basic Custom Scripting MoH in Queue

If a caller ends up being queued, play the prompt telling that their call is important, then
play Music on Hold to the caller for 45 seconds, then terminate the music on hold and
loop back to the beginning of the queue where the prompt then MoH is played again

Copyright 2011 Internetwork Expert

www.INE.com
-3-

2011 Internetwork Expert, Inc. All rights reserved.

INE, the INE logo, and Voice Deep Dive are registered trademarks of Internetwork Expert, Inc. in the United States and certain other countries.
All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a
partnership relationship between Internetwork Expert and any other company.

Voice Deep Dive Workbook

Version 3.5

Module 19

19.7 Basic Custom Scripting How Many Times Through Queue with
Option to Go to Voicemail

Check to see how many times the caller has been through the queue
Every third time the caller has been through queue, play a prompt giving them the
option to Press 1 to leave a message and have an agent return their call or Press 2
or simply stay on the line to remain in queue
If they press 1, send them to the same VM box created earlier for closed business
hours If they press 2 or simply wait for 3 seconds then send them onto listen to MoH

19.8 Basic Custom Scripting Nested Queues for More Available

Agents

If a caller ends up being queued in the Oceanic queue for longer than 6 minutes,
allow that caller to also be handled by an agent from the Others queue
During this time, callers should still be able to be handled by agent from the Oceanic
queue as well

19.9 Basic Custom Scripting Agent-Based Routing

If a caller is in the Oceanic queue, and happens to know the secret that they can
enter the digits 4815162342 but without being notified to do so they should
immediately be routed to the agent Hugo Reyes, if he is available

19.10 Basic Custom Scripting Testing and Debugging

Test & debug the script by calling into the trigger whilst monitoring it using the UCCX
Editors feature Reactive Script under the Debug menu

Copyright 2011 Internetwork Expert

www.INE.com
-4-

2011 Internetwork Expert, Inc. All rights reserved.

INE, the INE logo, and Voice Deep Dive are registered trademarks of Internetwork Expert, Inc. in the United States and certain other countries.
All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a
partnership relationship between Internetwork Expert and any other company.