Initial setup for UCCX 8.0 integration with CUCM 8.

6
The major four steps that we will be doing in this section is:
1) Login to UCCX using the admin account setup during installation.
2) UCCX does not have any administrative account therefore we use the setup
account to run the initial setup
a) Setup User ID: admin username used during UCCX installation
b) Setup Password: admin password used during UCCX installation
3) In CUCM, define a username with AXL privileges adminuccx password
cisco
4) After running the wizard, select the new administrative account created in
CUCM to re-login to UCCX administration web page.
Now, depending upon the version of UCCX you have installed, you may or may not
see below screen:

You will be directed to UCCX login page.

Use admin credentials configured during the installation phase.

Now you will get two options:

1) Upgrade from a previous UCCX release
2) Fresh Install
In our case, we will continue with a fresh install. Click Next.

Use below details:

Unified CM Server IP address: CUCM Publisher IP address

AXL Admin User Name: CUCM administrator username
Password: CUCM administrator password
Click Next

Now you will be directed to the Licence page:

Here we will be using demo licence file.

To get a demo licence file, you simply need to extract the ISO image and look for
this file:

Once you see the message Validation Completed Click Next

The list of Components depends on the license file you choose.

Under premium license file you will be seeing below Components.

Once all the components are activated, Click Next.

These Publisher Activations will be done automatically so, Click Next.

The Cisco Unified CM Configuration page will define the JTAPI and RMCM application
users.
It is divided into three parts:

1) AXL Service Provider Configuration

2) Unified CM Telephony Subsystem - Unified CM Telephony Provider
Configuration
3) RmCm Subsystem - RmCm Provider Configuration
AXL Service Provider Configuration:
This page must be auto-populated, however, you can move between Selected and
Available CUCM servers. Also, you can move the servers up and down defining their
priorities.

Unified CM Telephony Subsystem - Unified CM Telephony Provider Configuration

This section will define the JTAPI Application user

RmCm Subsystem - RmCm Provider Configuration

This section will define the RM Application user

On this page we define the Codec:

1) What codec you want to support
2) How many historical reporting session license we have

Click Next

Here you choose the Language of the Country where you are deploying the UCCX
environment.

Click Ok.

As soon as you click ok, the status message will change to:
Language update is in progress, please wait.

The last stage is to create a user account with AXL permission.

On CUCM, go to End User and create a user with AXL role

This will be your username for UCCX for rest of the configuration and you would be
logging to UCCX using this username and not the admin username that you
configured during the installation of UCCX.

Once you click finish, below page will be displayed indicating the Cisco Unified CCX
Setup Result Information:

Notice the selected statement in the page that says: Please close your web
browser now.

Reopen the link in a new web browser and use the credential used to define UCCX
administrator in the last step.

In case you want to change the username or the one selected is not working, you
can login to CLI and add another username for the UCCX appadmin.
Make sure you already have the username created as End User in CUCM with all the
AXL capabilities.
The command is:
Set uccx appadmin administrator username

Understanding Call Flow between UCCX and CUCM

The Contact center express, when deployed as agent service solution, is 100%
dependent on call manager i.e. in order to deploy contact center express, you must
have call manger or call manager express
Now, the communication between these two servers takes place over a protocol
called JTAPI

By default contact center express does not have any admin account for day to day
administration
One of the first thing we do is to go to the call manager and create a normal user
account and we will use that account in day to day administration

Once that part is done we will log into contact center express using a set up account
such as uccxadmin and voicelab account
Initially the contact center express will walk us through a series of setups and
during the setups
We are going to define our JTAPI provider Contact center has two main components
that are very important to us: JTAPI provider and RmCm provider. In both case the
provider is the call manager becasuse JTAPI is responsible for signaling
communication RmCm is responsible for managing the Agent phones
In a JTAPI provider, you will point to the IP address of the call manager you define
Now during the setup contact center express will go to CUCM and create a user
name and that user name will become you JTAPI application user which will control
the communication between these two device
Under user management I will create an end user:
Uccxadmin
Save it
It will be a simple user account without any complexity.
Then we login to the contact center express for the first time
So here we are going to use the setup account that we defined during installation of
UCCX
You will see an option to either Fresh install or an upgrade:
I will choose it for a Fresh installation:
Now we are going to define what is the IP address of JTAPI Provider and what
application user name I am going to create to maintain this communication so
during the setup I am going to define two user name:
JTAPI user
RmCM user
JTAPI User is going to be responsible for monitoring and controlling the
communication between theset two device
RMCM user on the other hand is going to monitor the Agent Phone because UCCX
needs to know
out of 1000 IP phones, which are the Agent phones
Which of these phones are available or in use, so the health of those agents
Once the initial phase is setup the next step is to define how many simultaneous
port am I going to create so that will depend on your licence and how many
simultaneous calls do you want.
We would be create three CTI ports known as Call Control group and each call
control group must have unique directory number
We are ..
But in reality, UCCX logsinto CUCM and creates three CTI ports equivalent with the
same directory number

And then associate these three CTI ports with JTAPI user because these are going to
control those ports
Communication. So that
Then you need to define how many simultaneous calls RTP session you want to have
that will depend on cisco media
Once you define this, your next steps is to tell the RmCm that out of all entire phone
in the organization, which are going to be the Agent phone
So we select the phone and associate these phones with Rm Cm user
Then we need to create the Agent account
A1 and A2 every agent must have his own agent account.
And ten we associate the agent with their repective phones so that which ever
phone they are going to use to login now when you associate the agent to phone we
must also associate what is going to be the IPCC extension or UCCX extension
Normally an Agent must have two extensons, one for making personal calls or
within office calls and second one to receive calls from the queue from the
customer.
So you select the second extension as an IPCC extension.
As soon as you select that IPCC extension, what really happens
The user A1 user name will be imported directly in the UCCX as an Agent
Then we create a Resource group or skills so that UCCX can route calls based on
skills group or Resource group
We will stick to Resource group as the basis for routing calls
Once the Resource group is created then we are going to create contact service
queue
CSQ is the queue where the call will be hold
And it must be pointed to a resource group that is reponsible for providing the
support
Now in order to call this quue, we must associate this queue with a queue name to
the script
This is the script that would be define the call flow to execute our contact center call
At some point in the script the call will be sent to the Queue, then the Queue will
send the call to Resource group which will further send the calls to the available
agent logged in.
To call or invoke a script, we must associate the scipt by creating an Application in
the UCCX
To call or invoke a Application, we must create a JTPI trigger with any number for
e.g. 5100.
Every trigger is associated with one application but an application can be associated
with multiple trigger.
i.e. You can have several Main line number that can ge directed to a single
application but one Main line number can not be directed to several applications.

When you initiate the trigger, it goes to the call manager and creates a CTI route
point with the same number 3500
Now at this point this CTI route point will be associated with the user with same
name JTAPI user
Because the JTAPI is required for the communication
This CTI route point number, 5100 becomes your call center or main line or
helpdesk or customer support number. This is the number that user will dial. You
can map your 800-Toll free number to this number or your local Helpdesk number to
this number.
Summary:
When a user call 5100 the call manager will forward the call over the CTI port to the
contact center. Contact center looks at the number 5100 and realises it is a trigger.
The trigger is associated with an application which is further associated with an
Script where you can hear messages like well to NetworksLab press 1 for sales press
2 for support etc.
As soon as you press 1 for sales, you will be directed to a CSQ for sales queue will
will further point towards Resource Group/Skills where an agent might be logged in
and as soon as they become available, agent phone will ring. If they are not
avilable, the call will remain in the queue.