UCCX Lab Guide

UCCX10BC
Cisco Unified Contact Center Express
Lab Guide
Version 1.0
Lab Guide
Overview
This guide presents the instructions and other information concerning the activities for this
course.
Outline
This guide includes these activities:
Lab 1: Pre-Integration Tasks in Cisco Unified Communications Manager
Lab 2: Integrating Cisco Unified Contact Center Express with CUCM
Lab 3: Performing Script and Prompt File Management
Lab 4: Configuring Contact Service Queues and Agents
Lab 5: Using the Script Editor
Lab 6: Create and Configure an Auto Attendant
Lab 7: Create and Configure an Automatic Call Distributor (ACD) Queue
Lab Overview
The Cisco Unified Contact Center Express 10.0 lab consists of various components
described in this topic.
External Lab Access

The complete Cisco Unified Contact Center Express 10.0 lab is remotely accessible. Refer
to your instructor for instructions on how to access your pod.
The following guidelines apply:
The lab consists of two networks: the public management network and the internal lab
network. The internal lab network is not accessible from outside the lab. Use the public
network instead.
No physical phones exist. All phones referenced in the lab material are VTGO
Softphones running on Windows 7. Use Windows terminal services (RDP) to access the
Client PC.
Note The Cisco Unified Applications are not directly accessible from outside networks. Use
the Client PC instead as a management station.
Lab Topology
The figure that follows describes the Cisco Unified Communications Manager 10.0 lab
topology available for each student pod.
Internal IP Addressing
The table that follows lists the internal IP addresses used by the devices.
IP Addressing
Device IP Address
CCM 10.1.1.10
UCCX 10.1.1.15
Phone1-1 VTGO Softphone on Client PC (MAC 1111.1111.1111)
Phone Numbering
The table that follows lists the phone numbers used in the lab.
Phone Numbering
Device/Location Phone Number
Phone1-1 1000
Phone1-2 1001
Phone1-3 1002
Phone1-4 1003
Passwords and Accounts
The table that follows lists the accounts and passwords used in this lab.
Passwords and Accounts
Device Account and Password
Client PC Account: Administrator

Password: C1sc0123
CCM Administrator Account: admin

Password: C1sc0123
CCM Platform Administrator Account: admin

Password: C1sc0123
UCCX Initial Login Account: admin

Password: C1sc0123
UCCX Platform Administrator Account: admin

Password: C1sc0123
Lab 1: Pre-Integration Tasks in Cisco Unified
Communications Manager
Complete this lab activity to practice what you learned in the related module.
Activity Objective
Given an existing Cisco Unified Communications Manager 10.0 installation and network,
students will perform general administration and pre-integration tasks for Cisco Unified
Contact Center Express. After completing this activity, you will be able to meet these
objectives:
Access Cisco Unified Communications Manager 10.0 Administration page
Perform pre-integration tasks in Cisco Unified Communications Manager for Cisco
Unified Contact Center Express
Visual Objective
The figure illustrates what you will accomplish in this activity.
Required Resources
These are the resources and equipment required to complete this activity:
PC with IP Connectivity to Cisco Unified Communications Manager and an RDP client
to access the Client PC. In this lab you will use Firefox from the Client PC.
Job Aids
These job aids are available to help you complete the lab activity.
Use informations from the corresponding theory lesson.
Topology, IP-Addresses and user credentials are provided through the Global Lab
Topology.
Task 1: Access Cisco Unified Communications Manager 10.0

Administration page
Access the administration page through the web interface.
Activity Procedure
Complete these steps:
Note To access the Cisco Unified Communications Manager 10.0 administration page, a web
browser such as Mozilla Firefox or Internet Explorer is required.
Note In this lab the Cisco Unified Communications Manager 10.0 Administration page is
accessible from the Client PC.
Step 1 Create a remote desktop session to the Client PC by clicking on Client PC

and selecting RDP Client. To access the Cisco Unified Communications
Manager 10.0 Administration page from the students PC, click on the CUCM
icon on the desktop or open a web browser window and type in this URL on the
address bar, http://10.1.1.10/ccmadmin.
Step 2 Click Yes to accept the SSL Security Certificate.
Step 3 Click on Cisco Unified Communications Manager under the Installed
Applications section.
Step 4 Use as Login username admin and as password C1sc0123.
Activity Verification
You have completed this task when you attain these results:
You are able to view the Communications Manager Administration Pages.
Task 2: Perform pre-integration tasks in Cisco Unified

Communications Manager for Cisco Unified Contact Center
Express
Perform the required steps in Unified Communications Manager in preparation for the
integration of Unified Contact Center Express.
Activity Procedure
Complete the following steps:
Step 1 Create a remote desktop session to the Client PC by clicking on Client PC and
selecting RDP Client. To access the Cisco Unified Communications Manager 10.0
Administration page from the students PC, click on the CUCM icon on the desktop or
open a web browser window and type in this URL on the address bar,
http://10.1.1.10/ccmadmin.
Step 3 On the upper right hand corner of the web page click the Navigation drop down
and select Cisco Unified Serviceability. Then click the Go button.
Step 4 Now click Tools from the list of menu options and select Service Activation.
Step 5 Confirm that the Cisco AXL Web Service is activated. If not, click the
checkbox next to the service Cisco AXL Web Service and then click the Save
button at the bottom of the screen.
Step 6 Click Ok on the corresponding popup window.
Step 7 Using the same Navigation drop down from step 3 navigate back to Cisco
Unified CM Administration.
Step 8 Select User Management -> User Settings -> Access Control Group
Step 9 Click Add New button.
Step 10 Type the name Standard AXL Access in the name field and click the Save
button.
Step 11 Click the Related Links drop down on the right side of the page and select
Assign Role to Access Control Group and click the Go button.
Step 12 Click the Assign Role to Group radio button and then click the find button on
the popup screen.
Step 13 Check the checkbox next to Standard AXL API Access and the click the Add
Selected button at the top of the page.
Step 14 Click the Save button on the original page, which will now show the role,
assigned to the group.
Step 15 Click at the top of the page User Management -> Application User.
Step 16 Click the Add New button.
Step 17 Fill in the following information for the new user: Username axl and password
cisco.
Step 18 Click the Save button when finished.
Step 19 Scroll down to the bottom of the user page and click the Add to Access Control
Group radio button.
Step 20 Click the Find button on the new page and then check the checkbox next to the
group Standard AXL Access and then click Add Selected at the top of the
page.
Step 21 Click the Save button at the bottom of the user page.
Note The axl user will allow Cisco Unified Contact Center Express to create, modify, and
remove objects from Cisco Unified Communications Manager.
Step 22 Click the Add New button at the top of the screen.
Step 23 Fill in the information for the new user: Username telecaster and password
telecaster.
Note The telecaster user isnt needed for this particular lab but will be used later on in the advanced
lab scenarios such as IP Phone Agent.
Step 24 Click Save at the top of the screen

Step 25 Click at the top of the page User Management -> End User.
Step 26 Click the Find button to list all current end users.
Step 28 Fill in the following fields for the new user:
User ID = uccx
Password = cisco
Last Name = admin
First Name = uccx
Step 29 Click the Save button at the top of the screen.
Note The uccx user will be used as the Cisco Unified Contact Center Express admin account
once integration is complete.
The Cisco AXL Web Service has been activated.
The AXL security group has been created and the Standard AXL API role assigned to
the group.
The AXL application user has been created.
The Telecaster application user has been created.
The UCCX end user has been created.
Lab 2: Integrating Cisco Unified Contact Center
Express with CUCM
Activity Objective
In this activity, you will run through the Cisco Unified Contact Center Express setup wizard
for integration to Cisco Unified Communications Manager.
Visual Objective
Required Resources
PC with IP Connectivity to Cisco Unified Contact Center Express and a Web Browser.
In this lab you will use Firefox as the Web Browser.
Job Aids
Topology.
Task 1: Access the Cisco Unified Contact Center Express
Web Interface
In this task you will access the Cisco Unified Contact Center Express web interface.
Activity Procedure
Step 1 Create a remote desktop session to the Client PC. To access the Cisco Unified
Contact Center Express Administration page from the students PC, click the
UCCX icon on the desktop or open the web browser window and type in this
URL on the address bar, http://10.1.1.15/.
Step 3 Click the link on the displayed page the reads Cisco Unified Contact Center
Express Administration
The Cisco Unifed CM Configuration Service Provider Configuration appears.
Task 2: Complete the Setup Wizard for Cisco Unified

Contact Center Express
Complete the setup wizard.
Activity Procedure
Step 1 Fill in the following fields and then click the Next button:
Unified CM Server Host Name or IP Address: 10.1.1.10
AXL Admin User Name: axl
Password: cisco
Step 2 Select the browse button and navigate to the License folder on the desktop of the
student PC.
Step 3 Select the license file named UCCXLicense.lic and click Open.
Step 4 Click the Next button to upload and confirm the license file.
Step 5 Once validation is complete click the Next button.
Step 6 Click the Next button once all services have been successfully activated.
Note The wizard will now activate all services needed to complete the wizard. This may take
up to 5 minutes so please be patient.
Step 7 Click the Next button at the datastore activation screen.

Step 8 Select from the Available CTI Managers under the Unified CM Telephony
Subsystem the CUCM server (10.1.1.10) and utilizing the arrow controls add it to
the list of Selected CTI Managers.
Step 9 Fill in the following fields under the Unified CM Telephony Subsystem:
User Prefix: jtapi
Password and Confirm Password: cisco
Step 10 Select from the Available CTI Managers under the RmCm Subsystem the
CUCM server (10.1.1.10) and utilizing the arrow controls add it to the list of
Selected CTI Managers.
Step 11 Fill in the following fields under the RmCm Subsystem and then click the Next
button:
User Prefix: rmjtapi
Password and Confirm Password: cisco
Step 12 On the System Parameters Configuration screen click the Next button.
Step 13 On the Languages Configuration screen please select en_US as the group
default and then click the Next button.
Step 14 Click Ok on the corresponding popup window. Please wait up to 10 minutes
for the next screen to appear.
Step 15 On the User Configuration screen select from the list of Cisco Unified CM
Users the uccx user and utilizing the arrows move the uccx user to the Cisco
Unified CCX Administrator window and then click the Finish button.
Step 16 The Cisco Unified CCX Setup Result Information screen will now appear. Close
the web browser window to finish the wizard.
When the Cisco Unified CCX Setup Result Information screen appears.
Lab 3: Performing Script and Prompt File
Management
Activity Objective
In this activity, you will use the Cisco Unified Contact Center Express web page to explore
and setup folders for both script and file prompt management. After completing this activity,
you will be able to meet these objectives:
Create folders for scripts and prompts.
Manage scripts and prompts.
Visual Objective
Required Resources
PC with IP Connectivity to Cisco Unified Contact Center Express and a Web Browser.
In this lab you will use Firefox as the Web Browser.
Job Aids
Topology.
Task 1: Access the Cisco Unified Contact Center Express

Web Interface
In this task you will access the Cisco Unified Contact Center Express web interface.
Activity Procedure
Express
Step 4 Use the Login Username uccx and the Password cisco.
You are able to login and see the Cisco Unified Contact Center Express administration
web page.
Task 2: Create a Script File Folder

In this task you will create a new folder for scripts and practice uploading and deleting a
script from the created folder.
Activity Procedure
Step 1 On Cisco Unified Contact Center Express administration page, select
Applications > Script Management.
Step 2 On the Script Management page click the Create New Folder button.
Step 3 In the corresponding popup window enter Sales as the folder name and click
the Create button.
Step 4 Close the popup window by clicking the X in the upper right hand corner.
Step 5 If you now refresh the page or select Applications > Script Management again
the newly created folder will appear.
Step 6 Click on the new Sales folder to open the folder.
Step 7 Click on the Upload Scripts button.
Step 8 Click on the Browse button and navigate to the folder on the desktop named
License. Select from this folder the script labeled SalesandService.aef and
click the Open button.
Step 9 Click the Upload button to upload the script to the folder and then click the
Return to Script Management button. You will now see the script listed in the
folder.
Step 10 Click the Delete icon in line with the script to delete the script from the folder.
Step 11 Click Ok on the popup window to confirm.
Step 12 The script has now been deleted which can be verified by refreshing the screen.
A new folder named Sales exists in the script management web interface.
Task 3: Create a Prompt File Folder

In this task you will create a new folder for prompts and practice uploading and deleting a
prompt from the created folder.
Activity Procedure
Step 1 On Cisco Unified Contact Center Express administration page, select
Applications > Prompt Management.
Step 2 Click on the folder default link on the web page.
Step 3 On the Prompt Management page click the Create New Folder button.
Step 4 In the corresponding popup window enter Sales as the folder name and click
the Create button.
Step 5 Close the popup window by clicking the Return to Prompt Management
button.
Step 6 Your newly created folder will now appear on the screen.
Step 7 Click on the new Sales folder to open the folder.
Step 8 Click on the Upload Prompts button.
Step 9 Click on the Browse button and navigate to the folder on the desktop named
Prompts. Select from this folder the prompt labeled Menu.wav and click the
Open button.
Step 10 Click the Upload button to upload the prompt to the folder and then click the
Return to Prompt Management button. You will now see the prompt listed in
the folder.
A new folder named Sales exists in the prompt management web interface.
Lab 4: Configuring Contact Service Queues and
Agents
Activity Objective
In uthis activity, you will configure contact center agents and create a contact center queue.
After completing this activity, you will be able to meet these objectives:
Create a Contact Service Queue
Configure Contact Center Agents
Visual Objective
Required Resources
A PC containing these programs:
Browser. (E.g. Firefox)
Job Aids
Topology.
Task 1: Create a Contact Center Queue

In this lab you will configure contact center agents in preparation for assignment to a
contact center queue.
Activity Procedure
Express
Step 5 Select Subsystems - > RmCm - > Skills.
Step 7 Fill in the Skill Name field with Sales and click the Save button.
Step 8 Select Subsystems - > RmCm - > Contact Service Queues.
Step 10 Enter in the following information for the new contact center queue and then
click the Next button:
Contact Service Queue Name: Sales
Resource Pool Selection Model: Resource Skills
Step 11 Select Most Skilled from the Resource Selection Criteria drop down.
Step 12 Next select from the skills list Sales and click the Add button next to the
selection box.
Step 13 Change the Minimum Competence to 7.
Step 14 Click the Add button to add the new contact center queue.
Note The new queue was created as a skills based queue that requires an agent to have a
Sales skill level of 7 or above to be included as an agent in the queue
A skill with the name of Sales exists.
A new contact center queue with the name of Sales exists.
Task 2: Configure Contact Center Agents
In this task you will configure contact center agents and assign skills to these agents.
Activity Procedure
Step 1 Create a remote desktop session to the Client PC by clicking on Client PC
and selecting RDP Client. To access the Cisco Unified Communications
Manager 10.0 Administration page from the students PC, click on the CUCM
icon on the desktop or open a web browser window and type in this URL on the
address bar, http://10.1.1.10/ccmadmin
Step 3 Click on Cisco Unified Communications Manager under the Installed
Applications section.
Step 5 Select User Management - > End Users and click the Find button to list all the
users.
Step 6 Click on Agent1 to display the user configuration page for agent one.
Step 7 Select from the IPCC Extension drop down the 1000 in Internal in order to
assign the extension 1000 as a contact center extension assigned to agent one.
Step 8 Click the Save button.
Step 9 Repeat steps 6 through 8 for agents two, three, and four with their respective
extensions 1001 through 1003.
Step 10 Select User Management -> Application User and click the Find button to list
all the users.
Step 11 Click on the rmjtapi user opening the user configuration page.
Step 12 Under the Available Devices select the four phones by scrolling down to the
bottom of the list and using the down arrow below the box to add them as
controlled devices.
Step 13 Click the Save button at the top of the page.
Step 14 Access the Cisco Unified Contact Center Express Administration page from the
students PC by clicking the UCCX icon on the desktop or by opening the web
browser window and type in this URL on the address bar, http://10.1.1.15/.
Express
Step 18 Select Subsystems -> RmCm -> Assign Skills
Step 19 Select all agents listed and then click the Add Skill button.
Step 20 Select from the Skills table Sales and set the competence level to 8.
Step 21 Click the arrow to move the selected skill to the Assigned Skills window.
Step 22 Next click the Update button and click Ok on the corresponding popup
window.
Step 23 To verify the agents are a resource of the Sales queue select Subsystems ->
RmCm -> Contact Service Queues.
Step 24 Click on the Sales contact service queue to open the configuration screen for
the queue.
Step 25 Click on the Next button at the bottom of the screen.
Step 26 Now click the Show Resources button at the top of the screen.
Step 27 You should now see the four agents listed as resources for the queue and click
the Cancel button when finished.
Agents one through four have their IPCC Extension configured.
Agents one through four has been assigned the skill of Sales with a competency of
8.
Agents one through four appear as resources for the Sales contact center queue.
Lab 5: Using the Script Editor
Activity Objective
In this activity, you will learn how to login and interact with scripts utilizing the Cisco
Unified CCX Editor. After completing this activity, you will be able to meet these
objectives:
Accessing the Cisco Unified CCX Editor
Script Management via the Cisco Unified CCX Editor
Visual Objective
Required Resources
PC with IP Connectivity to Cisco Unified Communications Manager and a Browser. In
this lab you will use Firefox.
Job Aids
Topology.
Task 1: Accessing the Cisco Unified CCX Editor
In this Task students will learn to access and use the Cisco Unified CCX Editor.
Activity Procedure
CCX Editor from the Client PC, double click on the Cisco Unified CCX Editor
icon on the desktop.
Step 2 Log in to the Cisco Unified CCX Editor with the username uccx and the
password cisco. For Unified CCX server, enter 10.1.1.15.
Step 3 Once logged in review the menu structure and familiarize yourself with the
application.
Note The Cisco Unified CCX Editor is a complex application designed to allow for the
configuration of complex UCCX scripts. It is recommended that you review the guide
written for the application at www.cisco.com/go/uccx . For the simplicity of the lab we
will not go into the details of the application.
The Cisco Unified CCX Editor application is opened and running on the Student PC.
Task 2: Script Management via the Cisco Unified CCX Editor

Manage new and existing scripts in the Cisco Unified CCX Editor.
Activity Procedure
Step 3 Select File -> New from the menu at the top of the application.
Step 4 Click the tab labeled IVR on the templates window.
Step 5 Select the Auto_Attendant template and click Ok button.
Note There are several templates that come predefined within Cisco Unified Contact Center
Express. Please take time to familiarize yourself with all the templates available.
Note The application and scripts will open in minimized windows and should be maximized for
optimized viewing.
Step 6 Select File -> Save As from the application menu.

Step 7 Click the desktop icon on the left side of the save as window.
Step 8 In the file name field type AA1.aef and then click the Save button.
Step 10 This time click the Script Repository icon from the left side of the save as
window.
Step 11 Double click the folder default and then double click the folder Sales.
Step 12 In the file name field type AA2.aef and then click the Save button.
Step 13 There should now be a script file named AA1.aef on the desktop of the Student
PC which can be verified by minimizing the Cisco Unified CCX Editor.
Step 14 There should now be a script file named AA2.aef stored in the Sales folder
on the UCCX server created in LAB 3 which can be verified through the UCCX
web interface by selecting Applications -> Script Management. Then by clicking
on the Sales folder where the script should now reside.
A script named AA1.aef has been created and saved to the desktop.
A script named AA2.aef has been created and saved to the UCCX server in the
Sales folder.
Lab 6: Create and Configure an Auto Attendant
Activity Objective
In this activity, you will create and configure an Auto Attendant script. After completing
this activity, you will be able to meet these objectives:
Create and Configure an Auto Attendant Script.
Visual Objective
The figure illustrates the call flow that you will accomplish in this activity.
Answer Call Menu
Play Prompt
Transfer call to
Option 1
Agent 3
Transfer call to
Option 2
Agent 4
Required Resources
SSH Client: (E.g. PuTTy)
Job Aids
Topology.
Task 1: Create and Configure an Auto Attendant Script
In this task you will create and configure an auto attendant script in Cisco Unified Contact
Center Express.
Activity Procedure
Step 3 Click the File->New and select the Blank Script from the General tab and then
click the Ok button.
Step 4 In the lower left hand window of the Cisco Unified CCX Editor click the New
Variable icon.
Step 5 Set the type to Prompt, type in the name field Main, and click the checkbox
next to the Parameter field. Then click the Ok button.
Step 6 Click the New Variable icon again.
Step 7 Set the type to String, type in the name field Agent3, and type in the value
field the extension for Agent 3 1002, with quotations. Then click the Ok
button.
Step 8 Click the New Variable icon again.
Step 9 Set the type to String, type in the name field Agent4, and type in the value
field the extension for Agent 4 1003, with quotations. Then click the Ok
button.
Step 10 In the left hand side of the Cisco Unified CCX Editor expand the Contact tree.
Step 11 Select the Accept module and drag it over to the script window between the
Start and End steps.
Note In order to place the module in the correct position drag the module over the step above
where you would like to place the module.
Step 12 Select the Terminate module and drag it over to the script window between the
Accept and End steps.
Step 13 In the left hand side of the Cisco Unified CCX Editor expand the Media tree.
Step 14 Select the Menu module and drag it over to the script window between the
Accept and Terminate steps.
Step 15 In the script window right click on the Menu step and select properties.
Step 16 Select the Prompt tab and select in the prompt field the Main variable.
Step 17 Select the Filter tab and click the Add button. In the popup window type
Agent3 in the connection field and then click the Ok button.
Step 18 While the Agent3 connection is highlighted click the number 1 to link the
connection.
Step 19 Click the Add button. In the popup window type Agent4 in the connection
field and then click the Ok button
Step 20 While the Agent4 connection is highlighted click the number 2 to link the
connection.
Step 21 Click the Ok button to continue.
Note You will notice that the Agent 3 and Agent 4 options now appear under the menu step in
the script window.
Step 22 In the left hand side of the Cisco Unified CCX Editor expand the Call Contact
tree.
Step 23 Select the Call Redirect module and drag it over to the script window under the
Menu->Agent3 step.
Step 24 Select the Call Redirect module and drag it over to the script window under the
Menu->Agent4 step.
Step 25 Right click the Call Redirect step under the Menu->Agent3 step and select
properties.
Step 26 In the destination field select the Agent3 from the drop down list and click the
Ok button.
Step 27 Right click the Call Redirect step under the Menu->Agent4 step and select
properties.
Step 28 In the destination field select the Agent4 from the drop down list and click the
Ok button.
Step 29 Select from the main menu of the Cisco Unified CCX Editor Tools -> Validate.
Step 30 You should see a popup window telling you that the script validation succeeded
and then click the Ok button.
Step 32 This time click the Script Repository icon from the left side of the save as
window.
Step 33 Double click the folder default and then double click the folder Sales.
Step 34 In the file name field type SalesAA.aef and then click the Save button.
Step 35 Click the UCCX icon on the desktop or open the web browser window and
type in this URL on the address bar, http://10.1.1.15/.
Step 37 Select the Subsystems->Cisco Unified CM Telephony->Call Control Group.
Step 39 Enter the following information on the subsequent page:
Description: CCG1
Number of CTI Ports: 5
Device Name Prefix: CCG1
Starting Directory Number: 4001
DN Calling Search Space: CSS_Internal
Partition: Internal
Step 40 Click the Add button.
Note Scroll to the top of the page for the status of the CTI port creation.
Step 41 Select Applications->Application Management.

Step 43 Click the Next button.
Step 44 On the subsequent page, use the following parameters:
Name: AA
Maximum Number of Sessions: 5
Script: SCRIPT[Sales/SalesAA.aef]
Description: AA
Step 46 Check the checkbox for the field Main and click the Show Prompts button.
Step 47 Select from the popup window drop down P[Sales/Menu.wav] and click the
Select button.
Step 48 Click the Update button.
Step 49 Now click the Add new trigger link to add a trigger for the application.
Step 50 On the subsequent popup window click the Next button.
Directory Number: 5000
Device Name: AA
Description: AA
Call Control Group: CCG1(2)
Note In order to test the auto attendant start the softphones: Phone 1, Phone 3, and Phone 4.
You can then use Phone 1 to dial 5000 and hit option 1 and Phone 3 should ring. Then
dial 5000 again from Phone 1 and hit option 2 and Phone 4 should ring.
Phone 3 rings when dialing extension 5000 and hitting option 1 from Phone 1.
Phone 4 rings when dialing extension 5000 and hitting option 2 from Phone 1.
Lab 7: Create and Configure an Automatic Call
Distributer (ACD) Queue
Activity Objective
In this activity, you will create and configure an Automatic Call Distributer (ACD) queue
and the associated script. After completing this activity, you will be able to meet these
objectives:
Create and Configure an ACD script
Logging an Agent into the ACD Queue
Visual Objective
The figure illustrates the call flow that you will accomplish in this activity.
Required Resources
SSH Client: (E.g. PuTTy)
Job Aids
Topology.
Task 1: Create and Configure an ACD Script

In this task you will create and configure an auto attendant script in Cisco Unified Contact
Center Express.
Activity Procedure

password cisco.
Step 3 Select File->Open and navigate to the C:\Program Files
(x86)\wfavvid_1001\Scripts\system\default\ and select the file icd.aef.
Note For this lab you are going to use a system provided script as a template. In this folder
you will find a list of example scripts that come with the system.
Step 4 Select File->Save As and click the Script Repository from the left hand side of
the window.
Step 5 Double click the folder default and the double click the folder /Sales.
Step 6 Change the file name to SalesACD.aef and then click the Save button.
Note Take the time to explore the template script and note the variables that are set as
parameters. Since the default script is a great example of a basic ACD script you will not
be making any modifications to the script.
Step 7 Close the Cisco Unified CCX Editor.

Step 8 Click the UCCX icon on the desktop or open the web browser window and
type in this URL on the address bar, http://10.1.1.15/.
Express
Step 11 Select Applications->Application Management.
Step 13 Click the Next button.
Name: ACD
Maximum Number of Sessions: 5
Script: SCRIPT[Sales/SalesACD.aef]
Description: ACD
Step 15 Check the checkbox for the CSQ parameter and enter the name of the CSQ
created in Lab 4 of Sales with parentheses.
Note The parameters will not appear until the script is selected.

Step 17 Check the checkbox for the field Main and click the Show Prompts button.
Step 18 Select from the popup window drop down P[Sales/Menu.wav] and click the
Select button.
Step 19 Click the Update button.
Step 20 Now click the Add new trigger link to add a trigger for the application.
Step 21 On the subsequent popup window click the Next button.
Directory Number: 6000
Device Name: ACD
Description: ACD
Call Control Group: CCG1(2)
In the Application Management list the application ACD is listed.
In the Cisco Unified Communications Manager the CTI Route Point ACD has been
created and is registered.
Task 2: Logging an Agent into the ACD Queue

Activity Procedure
Step 1 Create a remote desktop session to the Client PC. Double click on the icons for
Site 1 Phone 1 and Site 1 Phone 2.
Step 2 Double click the icon labeled Agent on the desktop.
Step 3 Login with the user id agent1, password cisco, and extension 1000.
Step 4 Once logged in the application will minimize to the bottom of the screen. Click
on the application in the taskbar to bring it back to the screen.
Step 5 At the top of the Agent application click the icon with the green star labeled
Ready, which sets the Agent to a Ready state.
Step 6 Use Site 1 Phone 2 and make a call to 6000 and answer the call with Site 1 Phone
1 either directly through the phone or through the Answer/Drop icon at the top
left of the Agent application.
Step 7 Notice the call information in the Agent application and then use the Agent
application to disconnect the call by selecting the Answer/Drop icon at the top
left of the Agent application.
The Agent application is running and Agent 1 is logged into the queue.
The Agent application is running and Agent 1 is in a Ready state.
The number 6000 is dialed and distributed to Agent 1.

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External Lab Access

Phone1-1 VTGO Softphone on Client PC (MAC 1111.1111.1111)

Phone1-2 VTGO Softphone on Client PC (MAC 1111.1111.1112)

Phone1-3 VTGO Softphone on Client PC (MAC 1111.1111.1113)

Phone1-4 VTGO Softphone on Client PC (MAC 1111.1111.1114)

Device/Location Phone Number

Passwords and Accounts

Device Account and Password

Client PC Account: Administrator

CCM Administrator Account: admin

CCM Platform Administrator Account: admin

UCCX Initial Login Account: admin

UCCX Platform Administrator Account: admin

Task 1: Access Cisco Unified Communications Manager 10.0

Step 1 Create a remote desktop session to the Client PC by clicking on Client PC

Task 2: Perform pre-integration tasks in Cisco Unified

Step 24 Click Save at the top of the screen

Task 2: Complete the Setup Wizard for Cisco Unified

Step 7 Click the Next button at the datastore activation screen.

Task 1: Access the Cisco Unified Contact Center Express

Task 2: Create a Script File Folder

Task 3: Create a Prompt File Folder

Task 1: Create a Contact Center Queue

Task 2: Script Management via the Cisco Unified CCX Editor

Step 6 Select File -> Save As from the application menu.

Answer Call Menu

Step 41 Select Applications->Application Management.

Task 1: Create and Configure an ACD Script

Complete these steps:

Step 7 Close the Cisco Unified CCX Editor.

Step 16 Click the Add button.

Task 2: Logging an Agent into the ACD Queue

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