9-12-2019 Edit –> Added the Excel Spreadsheet on Planning a successful Contact Center implementation using Cisco UCCX.xslx
As you may know, I’m very much into contact center stuff, and I have been creating different videos, but I really got worried because there are so many things to show and do on UCCX, and I did not have a road-map or a document to use to base my configurations on.
I decided that I needed a Design and a Planning session with myself and created this document.
In case you want to take a look at previous videos on the subject check the links — If not just jump to the next section – Happy Reading!
UCCX Labs rmcm user, jtapi user, skills, resource groups, contact service queues, resources, teams
UCCX Labs CUCM Device Preparation CTI Ports CTI Route Points Auto Attendant
UCCX Labs Understanding the CCX Editor, Validating a Script, Using the Reactive Script for Debugging
Now to the Post –>
This post looks to explain what are the things to consider and have ready when configuring Contact Center services using Cisco UCCX. Is not as technical as you may think it will be, the reason behind: “We Need to learn how to walk before we know how to run”
In case you are interested in getting a copy of the Spreadsheet I created, feel free to connect with me on Twitter, LinkedIn or Facebook. Also, I’m making the Spreadsheet available as part of the post
Planning a successful Contact Center implementation using Cisco UCCX.xlsx
At this stage is assumed that you currently have a healthy CUCM environment, and also a UCCX Server installed
A high-level overview of the requirements is needed to be able to accomplish a successful deployment. This process usually happens at the Design Meetings with the client. The following serves as the minimum requirements.
- The company you are working with needs to be able to support a Contact Center with 10 Agents and 2 Supervisors.
- There should be 2 different groups of Agents, Sales, and Compliance.
- Agents from the Compliance group should be able to back up the Sales group in the case all Sales agents are busy attending to other clients
- In the event that no agents are available, not ready or logged out, the calls should be transferred to a General Mailbox
- Callers should hear a recording that instructs the caller how to reach the different departments
- IT Department
- Supervisors should have the ability to Monitor calls received by the agents
- Call Recording is required
It is very important to understand the high-level process along with the different sections that we are going to be working with during the Configuration.
The following serves as a good roadmap of what will be done, and what will be accomplished, based on the requirements of your Installation and requirements from the client.
UCCX Integration and Configuration
Having a successful design and planning meeting with your client will help you define the needs and the steps to follow from this point
Asking the right questions will help you define all the requirements, business needs and you will have a successful deployment
Definition of the Recordings
It’s important to define the creation of the recordings, either the client will complete this step, or there will be a third party company creating the prompts
Directory Numbers Allocation
Define the numbers that will be used by UCCX. UCCX creates CTI Route Ports to be able to handle the calls, also Uses CTI Route Points to be able to send calls to the applications in UCCX
This user is the one required to create CTI Route Ports and CTI Route Points into CUCM from UCCX, it’s also the one in charge of creating the JTAPI and RMCM users in CUCM.
Agents and Supervisors – Phones/Devices
Define all the Agents, Supervisors and Phone that will be used for the Contact Center
Complete Cisco Unified CM Configuration
This section looks to define the relevant information that will help UCCX interact with CUCM. The creation of the JTAPI user and RMCM user will be started from UCCX itself.
Configure Call Control Groups
Call control groups are the ones used to handle incoming calls to the UCCX applications
Triggers are the numbers assigned to the different applications in UCCX. Multiple triggers/DNs can be assigned to an individual application. Triggers create CTI Route Points on CUCM.
Configure Resource Manager Contact Manager (RMCM)
Skills are variables used for the Call routing decisions. A contact center can route calls based on skills, resource groups, last available and so on
Configure Resource Groups
Resource Groups are also logical containers or variables that can be used to influence the routing decisions, based on many factors
Configure Contact Service Queues
Contact Service queues are where all the routing decision are made based on Skills, resource groups and longest time available among other. You can declare how calls are routed per group(CSQ) and which skills are calls routed when intended for a group (CSQ)
Configure Resources (Agents/Supervisors)
This section is about making sure Skills assignments, Resource Groups, Teams and other vital information on the behavior of agents is configured.
Team configuration is for Supervisors to have better visibility of the members of each logical group. Here you define Supervisors and allocate Resources to different teams
Configure Contact Center Applications
Remember on the initial section about defining all recordings and the foundation of the script? The list of prompts and relevant information is stored in this section.
The definition of the Script files and locations
Configure Application and Application Parameters
What to look forward to?
In case you are interested, I can send you a copy of this SpreadSheet, which I just created to make my life easier with new deployments.
About the Author:
Andres Sarmiento, CCIE # 53520 (Collaboration)
With more than 13 years of experience, Andres is specialized in Unified Communications and Collaboration technologies. Consulted for several companies in South Florida, also Financial Institutions on behalf of Cisco Systems. Andres has been involved in high-profile implementations including Cisco technologies; such as Data Center, UC & Collaboration, Contact Center Express, Routing & Switching, Security and Hosted IPT Service provider infrastructures.
36 thoughts on “Planning a successful Contact Center implementation using Cisco UCCX”
I hope you are well.
I am another technical who is working with UCCX. Could you please send me the spreadsheet to firstname.lastname@example.org?
Thank you very much for your videos and post, they are all very useful.
Just sent you a copy… I hope it works for you! Thank You!
I got it! thank you very much for your help 🙂
This is great tool, thanks
But why alll that scripting?
In our system, you can, without being uccx expert, create a call flow from scratch, add audio files, menus and create queues.
We focus on the user should be able to make changes without having to worry about breaking anything, therefore we created several roles a user can have ex. a user may have the right to see how a call flow is structured but not the right to make changes, but in another call flow user has the right to make changes.
Try to look a little on our web jubar.dk, it is good enough only in Danish. but we are working to translate it.
See also here: http://jubar.dk/demo/
Thanks for sharing this information.
I am a senior telecom analyst working with UCCX. Could you please send me the spreadsheet to email@example.com?
Thank you very much.
Sent! Thank you
I would like to get a copy of the spreadsheet
Sent! Thank you
Thank you for the great work… Could you please send me a copy of the spreadsheet too?
Sent. Thank you!
thanks for the helpful article. Could you also send me a copy of your Sheet?
Sent. Thank you!
I too would like to get a copy of the spreadsheet.
My Email : firstname.lastname@example.org
great work, I see we can set Skill at both queue level and agent level. I wonder if any there is anywhere something more specific about skills strategy.
That will be a good idea for an upcoming post. Skills strategy is very important
Great instruction Andres! Could you please send a copy of the spreadsheet.
Hi – Thank you so much for your helpful post. Can you please forward me the spreadsheet also: email@example.com. Thank you again!
Hi Annette, I sent you the file -> enjoy!
Hi Andres ,
Thanks for your post.Can you please send me the spreadsheet to firstname.lastname@example.org
I just sent it to you! – sorry for the delay 🙂
great article, could I trouble you for a copy of the spreadsheet? email@example.com
This definitely one of the nicest and complete documentation on how to proceed with uccx project to start with!!
Wish I had that kind of layout when tried to explain to clients long time ago.
Wish to receive your spreadsheets, if possible.
Thank you and keep up the good work. Going through all the articles as fast as I could.:)))
I did not get your email, but I will be publishing the file on the post this week
Could you please send me a copy at firstname.lastname@example.org
Many thanks for your post, it’s very useful.
Thank you for the post.Can you please send me a copy of the spread sheet to email@example.com
I am a IT Infrastructure Architect working with UCCX. Could you please send me the spreadsheet to firstname.lastname@example.org?
Hi Lester, I just shared the file with you – Thank You for your interest!
Hi Andres Samiento,
you really did it well, strong acknowledge and clear explanation. thank you for this good work, wish to receive your spreadsheets. email@example.com.
Thank you for the post, very useful.
I would like to get a copy of the sheet.
Thank you so much for the useful information. We greatly appreciate it. I will make sure to tell others about your wonderful blog. Can you please send me a copy of your spreadsheet to firstname.lastname@example.org?
Hello My Friend, i am looking uccx deployment / project documents from beginning to end.
i know uccx technology but i have no idea about below
1. Assessment of client requirements (question what we should ask to customer to get required information)
2. Build HLD as per client requirements.
3. Other project steps.
Please provide spreadsheet as well.
Hi Andres, could you please send me a copy of the worksheet as well?
Great information, could you please send me a copy of the worksheet?
Hi Andres, could you please send me a copy of the worksheet as well at email@example.com
Would sincerely appreciate it if you would send me a copy of the worksheet at firstname.lastname@example.org
Awesome and helpful information!!