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!
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
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.