Administration Guide for Cisco Unified Contact Center Enterprise,

Release 12.0(1)
First Published: 2019-01-11
Last Modified: 2018-11-07

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 CONTENTS

PREFACE Preface ix
Change History ix
About This Guide x
Audience x
Related Documents x
Communications, Services, and Additional Information x
Field Notice xi
Documentation Feedback xi
Conventions xi

PART I Agent Management and Call Routing 13

CHAPTER 1 Cisco Unified Contact Center Enterprise Agents 1

Add Users to Local Security Group 1

Agent Administration 1
Agents 2
Database Records for Voice-Only Agents 2
Database Records for Multichannel Agents 3
Agent Desk Settings Configuration 3
Using Multichannel Gadgets in Cisco Finesse 3
Agent Teams and Supervisors 3
Agent teams and Multichannel Applications 4
Single-Line Versus Multi-line Behavior 5

CHAPTER 2 Desktop Feature Config 7

Agent Feature Configuration with Agent Desk Settings List Tool 7

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Agent Wrap-Up 7
Reason Codes 8
Agent Desk Settings That Affect Reason Codes 8
Predefined Reason Codes 9
Redirection on No Answer 10
Emergency and Supervisor Assist Calls 10
Agent Reskilling 11
Skill Groups per Agent Limit Modification 11
Change Skill Groups per Agent Limit 12
Additional Requirements 12
Lowering the Limit 12
Exceeding the Default Limit 13
IPCC Gateway PG 13
Network Transfer for IVRs 13
Unified CCE Routing 13
Routing Operations 14
Routing Configuration 15
Routing Scripts 17

CHAPTER 3 Routing Tasks Multichannel Options 19

Task Routing for Third-Party Multichannel Applications 19

Routing Unified Interaction Manager Tasks 19
Unified CCE Configuration for Multichannel Routing 19
Multichannel Software Configuration 20

PART II Administrative Tasks with Cisco Unified Cisco Contact Enterprise 21

CHAPTER 4 Agent Administration 23

Agent Administration Tasks 23
Create Voice-Only Agent 23
Delete Voice-Only Agent 24
Designate Agent Supervisor 24

Delete Agent Supervisor 25

Create Agent Team 26

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Delete Agent Team 26

Configure Not Ready Reason Codes 26
Agent Feature Configuration 27
Configure Unified CCE for Redirection on No Answer on IP IVR 27
Configure Unified CCE for Redirection on No Answer on Cisco Unified CVP 28
Configure Automatic Wrap-Up 29
Configure Supervisor Assist and Emergency Alert 30
Unified CCE Administration Supervisor Access and Permissions 31
Network Transfer for IVR Configuration 33
Configure Network Transfer from IP Phone 33
Configure Network Transfer from Agent Desktop 33

CHAPTER 5 Voice Call Routing 35

Routing a Target Device in Unified CCE 35
Target Device Routing on Unified CM 35
Route Target Device Using Configuration Manager 35
Peripherals and Skill Groups 36

CHAPTER 6 Dialed Number Plan 37

About Dialed Number Plan 37

Dialed Number Plan Explained 37
Dialed Number Plan and Routing of Agent Calls 38
Dialed Number Plan and Basic Dialing Substitutions 38
Dialed Number Plan Values 38
Wildcard Pattern 39
Routing Client 39
Post Route 39
Dialed Number 39
Dial String 40
Dial String Configuration for Speed Dialing 40
Dial String Configuration for Alphanumeric Substitutions 41
Dial Number Type Plan 41
Dialed Number Plan Configuration 42
Use Dialed Number Plan to Ensure Routing of Agent Calls 42

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Use Dialed Number Plan to Set Up Basic Dialing Substitutions 42

CHAPTER 7 Web Based CCE Administration 45

Unified CCE Web Administration 45

Access Unified CCE Administrative Gadgets 45
Access Unified CCE System Management Gadgets 46
Managing Agents 46
Attributes 47
Precision Queues 47
Managing Bucket Intervals 48
Media Routing Domains 48
Manage Bulk Jobs 48
Cisco Context Service 49
Deployment Type 49
Settings 50
Single Sign-On (SSO) 50
Business Hours 50
Add and Maintain Business Hours 51
Add Business Hours by Copying an Existing Business Hour Record 52
Add Status Reasons 53
Edit Status for Multiple Business Hours 53
Edit Schedule for Multiple Business Hours 53
Configure Yearly Schedules 54

CHAPTER 8 Precision Queues 55

Precision Queue Routing 55

Scripting Precision Queues 56
Precision Queue Script Node 56
Precision Queue Properties Dialog Box - Static Precision Queue 57
Precision Queue Properties Dialog Box - Dynamic Precision Queue 58
Queuing Behavior of the Precision Queue Node 59
Precision Queue Reports 59
Precision Queue Configuration 60
Configure Precision Queues 60

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Edit Precision Queue 63

Delete Precision Queue 64

CHAPTER 9 Database Administration 65

Unified CCE Database Administration 65

Historical Data 66
Database Statistics 67
Database Administration Tool 67
Create Database with Configured Components 68
Create Database Without Configured Components 69
Delete a Database 70
Expand a Database 71
Recreate a Database 71
View Database Properties 72
View Table Properties 72
Import and Export Data 73
Synchronize Database Data 73
Configure a Database Server 74
Increase the size of the disk space for an existing virtual machine 75
Database Sizing Estimator Tool 76
Start Database Sizing Estimator 77
Estimate Database Size 78
Administration & Data Server with Historical Data Server Setup 78
Set Up HDS and Add Instance 78
Set Up HDS from Added Instance 79
Database Size Monitoring 79
System Response When Database Nears Capacity 80
Allocation of More Database Space 81
Initialize Local Database (AWDB) 81
General Database Administration 81
Built-In Administration 81
Check AWDB Data Integrity 82
Logger Events 83
Database Networking Support 83

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Database Backup and Restore 84

Database Recovery Models 84
Database Comparison 85
Database Resynchronization 85
Synchronize Configuration Data between Loggers from Command Window 85

CHAPTER 10 Web Setup 87

Session Timeout 87
Implementing Session Timeouts 87

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 Preface
• Change History, on page ix
• About This Guide, on page x
• Audience, on page x
• Related Documents, on page x
• Communications, Services, and Additional Information, on page x
• Field Notice, on page xi
• Documentation Feedback, on page xi
• Conventions, on page xi

Change History
This table lists changes made to this guide. Most recent changes appear at the top.

Change See Date

Initial Release of Document for Release 12.0(1) January, 2019

Added a note for Unified CM-based Single-line Versus Multi-Line Behavior.

silent monitoring not supported on
secondary lines.

Updated documentation for new interface Web Based CCE Administration: Updated
for CCE Admin tool. Also added new navigation details and relevant information
deployment types and updated Precision for new CCE Admin Tool.
Queue Reports.
Deployment Type: Added new deployment
types.
Precision Queue Reports: Updated
information in Precision Queue Reports.

Added the Add Users to Local Security

Group topic to UCCE Enterprise Agents
chapter.

Added Business Hours configuration. Web Based CCE Administration

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 Preface
About This Guide

About This Guide

The Administration Guide for Cisco Unified Contact Center Enterprise describes database administration,
event management, support services, and the system software’s fault tolerant architecture.

Audience
This guide is intended for managers and administrators who administer components of the Unified Contact
Center Enterprise (Unified CCE) solution for voice and multichannel contact centers.

Related Documents
Subject Link
Related documentation includes the documentation To see all related documentation sets, go to
sets for Cisco Unified Contact Center Management http://www.cisco.com and select Support. Select
Portal, Cisco Unified Customer Voice Portal (Unified Customer Collaboration, Browse All Customer
CVP), Cisco Unified IP IVR, and Cisco Unified Collaboration Categories, and then select Contact
Intelligence Center Center.

Cisco Unified Communications Manager Go to http://www.cisco.com/c/en/us/support/

documentation set unified-communications/
unified-communications-manager-callmanager/
tsd-products-support-general-information.html

Communications, Services, and Additional Information

• To receive timely, relevant information from Cisco, sign up at Cisco Profile Manager.
• To get the business impact you’re looking for with the technologies that matter, visit Cisco Services.
• To submit a service request, visit Cisco Support.
• To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit
Cisco Marketplace.
• To obtain general networking, training, and certification titles, visit Cisco Press.
• To find warranty information for a specific product or product family, access Cisco Warranty Finder.

Cisco Bug Search Tool

Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system
that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides
you with detailed defect information about your products and software.

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 Preface
Field Notice

Field Notice
Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that
typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice
Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html.
You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume
RSS feeds when new announcements are released for the following notices:
• Cisco Security Advisories
• Field Notices
• End-of-Sale or Support Announcements
• Software Updates
• Updates to Known Bugs

For more information on creating custom subscriptions, see My Notifications at https://cway.cisco.com/

mynotifications.

Documentation Feedback
To provide comments about this document, send an email message to the following address:
[email protected]
We appreciate your comments.

Conventions
This document uses the following conventions:

Convention Description

boldface font Boldface font is used to indicate commands, such as user entries, keys, buttons,
folder names, and submenu names.
For example:
• Choose Edit > Find.
• Click Finish.

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Preface

Convention Description

italic font Italic font is used to indicate the following:

• To introduce a new term. Example: A skill group is a collection of agents
who share similar skills.
• A syntax value that the user must replace. Example: IF (condition, true-value,
false-value)
• A book title. Example: See the Cisco Unified Contact Center Enterprise
Installation and Upgrade Guide.

window font Window font, such as Courier, is used for the following:
• Text as it appears in code or that the window displays. Example:
<html><title>Cisco Systems, Inc. </title></html>

< > Angle brackets are used to indicate the following:

• For arguments where the context does not allow italic, such as ASCII output.
• A character string that the user enters but that does not appear on the window
such as a password.

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PA R T I
Agent Management and Call Routing
• Cisco Unified Contact Center Enterprise Agents, on page 1
• Desktop Feature Config, on page 7
• Routing Tasks Multichannel Options, on page 19
 CHAPTER 1
Cisco Unified Contact Center Enterprise Agents
• Add Users to Local Security Group, on page 1
• Agent Administration, on page 1
• Single-Line Versus Multi-line Behavior, on page 5

Add Users to Local Security Group

Configuration users can configure Agents, Supervisors or Teams and perform other configurations only after
they are added to the UcceConfig group on the local machines.
You need to add the Unified CCE configuration users to the UcceConfig group in all the local Distributor
machines.

Procedure

Step 1 Click Server Manager > Tools > Computer Management.

Step 2 Select Local Users and Groups.
Step 3 Double-click Groups.
Step 4 Right-click UcceConfig. Select Properties.
Step 5 Click Add and enter the user name in the Edit the object names to select text box. Click Check Names to
validate the user name.
Step 6 After the user name is successfully validated, click OK.
Step 7 Click Apply and OK in the Properties dialog box.
Step 8 Close the Computer Management and Server Manager windows.

Agent Administration
This section provides information about the Unified CCE agent, including associating the agent with database
records and agent desk settings.

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 Agent Management and Call Routing
Agents

Agents
An agent is an individual who handles customer contact within your contact center. In a Unified CCE
configuration, you can create two types of agents:

Agent type Description

Voice-only agents Agents can receive telephone calls. You can also configure voice-only
agents to receive non-voice requests such as chat and email.

Multichannel agents Agents can receive voice calls and requests from other media. You
can also configure multichannel agents to only receive non-voice
requests such as chat and email.
Note You must have Cisco multichannel software installed
as part of your Unified CCE configuration to create
multichannel agents.

Note In most cases, the Cisco Unified Communications Manager (Unified CM) peripheral on the Generic CUCM
peripheral gateway (PG), which is set up with your initial Unified CCE installation, tracks and records the
state and activity of all voice and non-voice agents. You can configure a non-voice PG rather than a Unified
CM PG to monitor state and activity of agents configured as non-voice agents. However, this is optional, and
is not necessary if you have a Unified CM peripheral on the Generic CUCM PG.

Database Records for Voice-Only Agents

In the Unified ICM database, you must associate each agent with two database records.

Unified ICM database record Description

Person record Identifies the individual. Person records must exist for all Unified CCE
agents. Every agent in your configuration must have a single Person
record. You can then associate this record with one or multiple Agent
records, as described below.

Agent record Identifies the agent working on a particular peripheral. There must be
a one-to-one correspondence between each Agent record and its
associated peripheral. However, in Unified CCE, if an agent is going
to be working on several peripherals, you can create several Agent
records and associate these with the same Person record. In this way,
a single agent can work on several different peripherals.

When you create an Agent record, you have the option of associating it with an existing Person record (select
Select Person). If you do not associate the Agent record with an existing Person record, a new Person record
is automatically created when you create the agent.
Before you assign an agent as a supervisor, ensure that the agent has an Active Directory account.

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 Agent Management and Call Routing
Database Records for Multichannel Agents

Database Records for Multichannel Agents

Unified CCE agents who use multichannel software are associated with three different database records:
• The Person record in the ICM Unified CCE database
• The Agent record in the ICM Unified CCE database
• The Agent record in the database for the multichannel application

Agent Desk Settings Configuration

You must associate each Agent record with an agent desk setting. You use the agent desk settings configuration
to associate a set of permissions or characteristics with specific agents. These settings are comparable to Class
of Service settings on a PBX or ACD. Desk settings are associated with an agent when the agent is configured
in the Unified ICM database. The desk settings are global in scope and you can apply them to any configured
agent on any peripheral within an ICM Unified CCE configuration.
If desktop settings are not associated with a configured agent, the agent is assigned the peripheral default
settings. The peripheral default settings depend on the default setting for the Generic CUCM PG the agent is
logged in to.
Related Topics
Agent Feature Configuration with Agent Desk Settings List Tool, on page 7

Using Multichannel Gadgets in Cisco Finesse

The Agent is logged into both voice and multichannel Media Routing Domains in Cisco Finesse desktop using
the multichannel gadgets and the Agent is also configured for Logout non-activity time in the Unified CCE
Agent Desk Settings Configuration.
In this scenario, if the Agent is idle, which means the Agent is Not Ready in the Voice Media Routing Domain,
the Peripheral Gateway logouts out the Agent from the voice Media Routing Domain after the configured
Logout non-activity timer has elapsed. The Cisco Finesse desktop closes the Agent’s session and this terminates
the Agent’s multichannel Media Routing Domain session, although the Agent may be actively working on a
multichannel task.
As a result, the Agent's multichannel Media Routing Domain state and tasks state both are remained in the
same state before the Agent logged out of voice Media Routing Domain.
To work on the multichannel Media Routing Domain tasks, agent has to login again to Cisco Finesse desktop.

Note Do not configure Logout non-activity time in Unified CCE Agent Desk Settings configuration, if you are
using the Cisco Finesse desktop to login Agents in both voice and multichannel gadgets as mentioned above.

Agent Teams and Supervisors

You can organize Unified CCE voice agents into teams. A team is a collection of agents grouped for reporting
purposes.

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 Agent Management and Call Routing
Agent teams and Multichannel Applications

Note A single agent can belong to only one team.

Unified ICM/CCE software allows you to group individual agents into agent teams that supervisors can
manage. Agent teams are assigned to a specific peripheral, so you must assign all agents of a given team to
the same Unified CM peripheral.
Unified ICM/CCE software lets you assign both Primary and Secondary supervisors to an individual team;
set up your teams with both a Primary and a Secondary supervisor. This setup helps to accommodate Supervisor
and Emergency assist scenarios.
Supervisors listed on the agents team list are able to view real-time statistics (using your reporting application).
Supervisors can, for example, barge-in, intercept, silently monitor, and log out agents in the associated team.
For reporting purposes, you can report on agent teams and agents grouped into teams. Also, supervisors can
run reports on their teams. (For more information about reporting, see Cisco Unified Contact Center Enterprise
Reporting User Guide.)
Each team you set up must have an agent supervisor associated with it. You can then configure supervisory
agent features, to allow the supervisor to improve monitor agent activity and assist agents on their team. When
you create an agent supervisor, you must enter the following information for the supervisor:
• Windows Domain name to which the agent team belongs
• Windows User ID for the supervisor
• Windows password for the supervisor

When configuring agent teams, be aware of the following rules:

• An agent can be a member of only one agent team.
• An agent team can have only one Primary Supervisor.
• A supervisor can be a supervisor of any number of agent teams.
• A supervisor for an agent team can also be a member of that agent team.
• All agents belonging to an agent team and all supervisors for that agent team must be on the same
peripheral.
• A supervisor cannot be using the Windows administrator account when logging in as supervisor.

For more information on team limits, see the appendix on system requirements in the Solution Design Guide
for Cisco Unified Contact Center Enterprise at http://www.cisco.com/c/en/us/support/customer-collaboration/
unified-contact-center-enterprise/products-implementation-design-guides-list.html.

Agent teams and Multichannel Applications

You can group voice agents into teams using the Unified ICM/Unified CCE Administration User Interface.
However, there is no team feature in Enterprise Chat and Email; therefore, you cannot group Enterprise Chat
and Email agents into teams.
For more information about supervisory features, see CTI OS System Manager Guide for Cisco Unified ICM.

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 Agent Management and Call Routing
Single-Line Versus Multi-line Behavior

Related Topics
Desktop Feature Config, on page 7

Single-Line Versus Multi-line Behavior

The following table details single-line behavior versus multi-line behavior.

Action Single-line behavior Multi-line behavior

Accept a routed call while call is Yes Yes, when Non ACD Line Impact
on second line? is set no impact for the deployment.

Supervisor Monitor using Unified Yes Yes.

CM-based silent monitor
Note Non-ACD lines do
not support Unified
CM-based silent
monitoring.

Call park Supported on unmonitored second Not supported because all lines are
line monitored.

Join Across Lines (JAL)/Direct Not supported Note Use of JAL and
Transfer across Lines (DTAL) DTAL phone features
is deprecated. Do not
use these features in
new deployments.

Shared line Supported on unmonitored line; no Supported on non-ACD lines.

configuration limitations Sign-in is allowed for only one
agent on a shared extension when
shared lines exist between multiple
devices.However, one agent can
have two phones that share a
second common line. The agent
cannot sign into both phones at the
same time.
Unified CCE does not support
shared lines for ACD lines.

Call Waiting / Busy trigger > 1 Supported with caveats. For more State Agent Login rejected if Busy
information, see the section Direct trigger is not 1, and max calls is not
Agent Dialing in the Solution 2 for each of the non-ACD lines.
Design Guide for Cisco Unified
Contact Center Enterprise
https://www.cisco.com/c/en/us/
support/customer-collaboration/
unified-contact-center-enterprise/
products-implementation-design-guides-list.html

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 Agent Management and Call Routing
Single-Line Versus Multi-line Behavior

Action Single-line behavior Multi-line behavior

Reporting on second line calls Use CDRs in Unified CM Termination Call Detail Records
for call to or from an agent's Non
ACD line with an unmonitored
device or another agent's Non ACD
line is reported with a Non ACD
Peripheral Call Type. Reporting for
all calls on the Non ACD line is
captured in the Agent Interval table
for that agent.

Number of configured lines on No limit described (only Maximum of four lines. Agent
phone monitoring one line) login will be rejected. Config Alert
generated.

For more information about enabling the Cisco Round Table phones, see Cisco Unified Contact Center
Enterprise Installation and Upgrade Guide. For more information about configuring the Cisco Round Table
phones, see Cisco Unified Contact Center Enterprise Installation and Upgrade Guide and the Cisco Unified
Communications Manager documentation.

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 CHAPTER 2
Desktop Feature Config
• Agent Feature Configuration with Agent Desk Settings List Tool, on page 7
• Agent Reskilling, on page 11
• Skill Groups per Agent Limit Modification, on page 11
• Network Transfer for IVRs, on page 13
• Unified CCE Routing, on page 13

Agent Feature Configuration with Agent Desk Settings List Tool

You must associate each voice Agent record with an agent desk setting (not necessary for non-voice agents).
You can use the agent desk settings list tool configuration to associate a set of permissions or characteristics
with specific agents. You can use the agent desk settings list tool to configure the following agent features:
• Agent Wrap-up
• Reason Codes
• Redirection on No Answer
• Emergency and Supervisor Assist Calls

Note In Parent/Child deployment type, the agent name is automatically configured for the customer. Spaces are
not allowed in agent IDs. In a specific scenario, if a child agent is created with a space or a "-", in either the
First Name or Last Name field, the name are not created on the parents.

Note For any change, you perform in the Agent Desk Settings to take effect, log out and then log in to the Finesse
Agent Desktop.

Agent Wrap-Up
Agents can enter Wrap-up mode after completing a call. Wrap-up mode enables the agent to finish with any
tasks that require after-call work before entering a Ready state. When in Wrap-up mode, the agent is not routed
any additional tasks.

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Reason Codes

Agents can manually enter Wrap-up state by activating the wrap-up button on their soft phone. You can also
configure agent desk settings so that agents automatically enter Wrap-up mode after finishing each call.
When you create agent desk settings using the Unified ICM/Unified CCE Administration User Interface, you
can specify whether agents enter Wrap-up mode automatically after finishing incoming calls. The Work Mode
Settings allow you to specify whether the agent must enter Wrap-up mode after incoming calls. You can also
use these settings to require agents to enter reason codes while in Wrap-up mode (incoming calls only).

Reason Codes
Agents select Reason Codes when they:
• Log out of the agent desktop system
• Enter Wrap-up mode after a call
• Change to a Not Ready state

Reason Codes allow you to track the agent's state and logout status as it changes. You configure Reason Codes
using the agent desktop application.

Agent Desk Settings That Affect Reason Codes

Agent desk setting option Affects this type of reason code

Work mode on Incoming Wrap-up

Idle reason required Not Ready

Logout reason required Logout

Wrap-Up Reason Codes and Work Mode

If you use the agent desktop, you can use the Work Mode on Incoming option on the agent desk settings list
window to specify when and if agents are required to enter Reason Codes when entering Wrap-up for incoming
calls. The following table describes Work Mode on Incoming options and explains how Reason Codes are
related to each.

Work Mode Description Reason Code

Required Ensures that the agent automatically enters The agent can choose to enter a
Wrap-up state after completing the call. Reason Code.

Optional Allows agents to choose whether to activate the If the agent uses the wrap-up button,
wrap-up button or the Not Ready button at the the agent can choose to enter a
end of the call. Reason Code.

Not Allowed Restricts the agent from entering Wrap-up mode. The agent can decide whether to
The agent can go into Not Ready mode. enter a Not Ready Reason Code.

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Predefined Reason Codes

Work Mode Description Reason Code

Required with Ensures that the agent automatically enters The agent must enter a Reason Code.
wrap-up data Wrap-up state after completing the call.
Note This mode is not supported for
outgoing calls.

Predefined Reason Codes

Unified CCE uses several predefined reason codes to indicate certain system events, described in the following
table.

Reason Code Description

32767 Agent state changed because the agent did not answer the call.

50001 The CTI client disconnected, logging the agent out.

Note This reason code is converted to a 50002, so 50001 does not display
in the agent log out records.

50002 A CTI component failed, causing the agent to be logged out or set to Not Ready.
This could be due to closing the agent desktop application, heartbeat time out, a
CTI Server failure, or CTI server client failure (like Finesse.)

50003 Agent was logged out because the Unified CM reported the device out of service.

50004 Agent was logged out due to agent inactivity as configured in agent desk settings.

50005 For a Unified CCE agent deployment, where the Agent Phone Line Control is
enabled in the peripheral and the Non ACD Line Impact is configured to impact
agent state, the agent is set to Not Ready while talking on a call on the Non ACD
line with this reason code.

50010 Agent was set to Not Ready state because the agent was routed two consecutive
calls that did not arrive.

50020 Agent was logged out when the agent's skill group dynamically changed on the
Administration & Data Server.

50030 If an agent is logged in to a dynamic device target that is using the same dialed
number (DN) as the PG static device target, the agent is logged out.

50040 Mobile agent was logged out because the call failed.

50041 Mobile agent state changed to Not Ready because the call fails when the mobile
agent's phone line rings busy.

50042 Mobile agent was logged out because the phone line disconnected while using
nailed connection mode.

-1 Agent reinitialized (used if peripheral restarts).

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Redirection on No Answer

Reason Code Description

-2 PG reset the agent, normally due to a PG failure.

-3 An administrator modified the agent's extension while the agent was logged in.

These reason codes appear in these reports:

• Agent log out reports if the event caused the agent to log out.
• Agent real time reports if the agent was set to a Not Ready state.
• Agent Not Ready reports.

Important For reporting on all PGs other than VRU PGS, be sure to select the Agent event detail check box on the
Agent Distribution tab in the Unified ICM/Unified CCE Administration User Interface's PG Explorer tool.
You must select this check box to report on Not Ready Reason Codes.

Redirection on No Answer
You can configure your Unified CCE system to handle and accurately report on situations when the agent
does not answer their phone. These situations are referred to as Redirection on No Answer.
Although you can specify some values that control Redirection on No Answer situations, configuring
Redirection on No Answer involves additional steps:
• Unified ICM/Unified CCE configuration
• Unified ICM/Unified CCE scripting
• Unified CM configuration

Redirection on No Answer conditions are handled by two routing scripts: the initial routing script and a script
specifically set up for these conditions. The initial routing script handles the incoming call; when the call is
redirected on no answer from the agent's IP phone, the script branches to another script set up specifically for
Ring No Answer conditions. For more information on Redirection on No Answer, see the Scripting and Media
Routing Guide for Cisco Unified ICM/Contact Center Enterprise at http://www.cisco.com/en/US/products/
sw/custcosw/ps1001/products_user_guide_list.html.

Note The Target Requery script feature, implemented using the Label, Queue, Route Select, and Select nodes, is
not supported for Unified CCE systems; however, it is supported for Cisco Unified Customer Voice Portal
(Unified CVP).

Emergency and Supervisor Assist Calls

Agents can activate Supervisor Assist or Emergency Assist buttons on their desktop when they need special
assistance from the primary or secondary supervisor assigned to their team.
Agents can use the Supervisor and Emergency assist features, regardless of whether or not they are on a call.

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Agent Reskilling

There are two types of Supervisor and Emergency Assist calls:

• Existing call—Consult must be selected as an option on the agent desktop settings for supervisor or
emergency assist. If the agent is on a call when they activate either the supervisor or emergency assist
feature on their desktop, the CTI software activates the conference key on behalf of the agent's phone
and calls the supervisor via the Supervisor or Emergency Assist script. (This example assumes the
emergency or supervisor assist script has an Agent-to-Agent node to find a supervisor.) The supervisor
answers the call and consult privately with the agent. During the consultation, the supervisor can decide
to barge into the call.
• No call—If the agent is not on a call when they activate either the supervisor or emergency assist feature
on the agent's desktop, the CTI software activates the make call functionality on behalf of the agent's
phone and calls the supervisor via the Supervisor or Emergency Assist script.

Note Blind Conference is not supported for Emergency and Supervisor Assist.

Agent Reskilling
Unified Contact Center includes the CCE web Administration application, which is a browser-based application
and is separate from the supervisor desktop. CCE web administration lets supervisors change the skill group
designations of agents on their team, quickly view skill group members, and view details on individual agents.

Note • If an agent is currently in a call, a change to the agent's skill group membership takes place after the call
has terminated.

Related Topics
Managing Agents, on page 46

Skill Groups per Agent Limit Modification

Unified ICM and Unified CCE impose a default limit on the number of skill groups that you can assign to a
single agent. After this limit is reached, you cannot reassign additional skill groups.
You can also use the Configuration Limit tool to specify your own limit on the number of skill groups that
you can assign to an agent. For optimum performance, you can specify a limit far lower than the system
default.
For more information, see Solution Design Guide for Cisco Unified Contact Center Enterprise.

Warning Setting a default value for skill groups per agent that is higher than the system default can adversely affect
system performance. Cisco does not support configurations that exceed the default value.

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Change Skill Groups per Agent Limit

Caution The Configuration Limit tool is a command-line tool utility from the bin directory of all Unified ICM and
Unified CCE Administration & Data Servers. Access is limited to users with privileges for Config Users for
the chosen customer instance. For more information about the Configuration Limit tool, see Outbound Option
Guide for Unified Contact Center Enterprise.

Change Skill Groups per Agent Limit

To change the skill groups per agent limit using the Configuration Limit tool, complete the following steps:

Procedure

Step 1 From the Windows menu, select Start > Run, type configlimit , and then click Enter.
Note Run the Configuration Limit tool on the same machine as the Distributor for the instance you
want to configure. If more than one instance of the Administration & Data Server is installed on
the Distributor machine, use the Select Administration Server tool to select the instance you want
to configure.

Step 2 To view currently configured parameter limits, run the following command:
cl /show

Step 3 To change the skill groups per agent limit, enter a command in the following format:
cl /id 1 /value [ConfigLimitCurrentValue] [/update]

Where:
• id 1 = the ID of the skill groups per agent limit.
• ConfigLimitCurrentValue = the parameter limit. In this case, the parameter limit is the skill groups per
agent limit.

For example, to change the skill groups per agent limit to 5, enter the following:
cl /id 1 value/5 /update

Note Using the Configuration Limit tool, you can change the ConfigLimitCurrentValue only. You
cannot change the ConfigLimitDefaultValue.

Additional Requirements
Lowering the Limit
If you have modified the skill groups per agent limit to be lower than the system default, no additional changes
are necessary. The new, lower limit is enforced immediately. Note that the new limit does not impact agents
whose existing skill group membership exceeds the new limit until the next attempt to add a new skill group
for those agents. At that time the new limit is enforced, preventing you from adding additional skill groups.

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Exceeding the Default Limit

Exceeding the Default Limit

If you have modified the skill groups per agent limit to be higher than the system default (in spite of the
Warning given above), certain deployments require additional changes (listed in the following sections) to
your system to use the new limit and allow you to add additional skill groups.

IPCC Gateway PG
For IPCC Gateway deployments, modify the following registry keys on your IPCC Gateway PGs to include
the new value. A change to the registry requires that you restart the PG service.
IPCC Enterprise Gateway PIM (Cisco Unified Contact Center Enterprise parent):
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\< customer_instance
>\PG{n}[A|B]\PG\CurrentVersion\PIMS\pim{m}\ACMIData\Config\MaxSkills
IPCC Express Gateway PIM (Cisco Unified Contact Center Express parent):
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\< customer_instance
>\PG{n}[A|B]\PG\CurrentVersion\PIMS\pim{n}\ACMIData\Config\MaxSkills

Network Transfer for IVRs

When a call is transferred from an IVR (for example, IP IVR) to an agent and that agent wants to transfer the
call to another agent, the transfer can be made either from the agent's IP phone or the agent desktop.
Transfers made from the:
• IP phone are made using CTI route points that point to a Unified ICM/Unified CCE script.
• Agent desktop are made using the Dialed Number Plan.

Note If the route point is configured using Unified CM, there is no difference between using the hard phone or the
desktop phone.

For network transfer from either the IP phone or the agent desktop, you must queue the call to the skill group
in the first Unified ICM/Unified CCE script; for example, “NetXfer1,” to create the call context. In this script
you must set the “networkTransferEnabled” flag to “1”.

Note IP IVR does not support network transfer. Unified CVP supports only network “blind” transfer.

Unified CCE Routing

To understand how Unified CCE routes voice calls, you must understand the concepts of routing operation
and routing configuration.

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Routing Operations

Routing Operations
To understand how Unified CCE routing occurs, you must understand these concepts:
• The Routing Client: The Unified CCE component that submits a route request to the Central Controller.
In Unified CCE configurations, the routing client can be:
• The Unified CM PG
• An interexchange carrier (IXC)
• A VRU PG
• A Media Routing Peripheral Gateway

When a routing client makes a request for a route from the Unified ICM/Unified CCE platform, it receives
the response and delivers the call to the specified destination. If an Unified CCE agent is available,
Unified ICM/Unified CCE software routes the call to the device target (phone) on the Unified CM (device
targets are dynamically associated with the agent when the agent logs in to the system). If an agent is
not available, you can configure Unified ICM/Unified CCE software to queue the call to IP IVR or
Unified CVP.
• Route and Queuing Requests: Messages sent from the routing client to the Central Controller. Route
requests typically pass along call detail information about the incoming call. Unified ICM/Unified CCE
software uses information in the route request to determine which routing script is run for the call.
Call detail information sent with the route request can include:
• Dialed Number (DN)
• Calling line ID (CLID)
• Caller Entered Digits (CED)

Queueing requests are messages sent from the VRU using the Cisco Service Control Interface. The VRU
makes a queue request to provide announcements or music when no Unified CCE agents are available
to take the call.
• About Routing to the VRU with Unified CCE: With Unified CCE you can ensure that voice calls are
routed to the VRU when an agent is not immediately available. The call is queued to the VRU and sent
to the next available agent via the routing script.
The configurations for routing to a VRU in a Unified CCE environment include:
• Translation Route to the VRU via a route on the PG. The Unified CM uses the DNIS in the translation
route to direct the call to the VRU.
• A network route request is issued by the carrier via the NIC. The DNIS and/or Correlation ID is
retrieved from the carrier.
• The call is sent directly to the VRU, so that caller entered digits (CED) can be collected.

You do not need a translation route to a Unified CM PG because it is targeting agents and implicitly
matches call data.

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Routing Configuration

• Routing a Call to the VRU: Translation routing is the preferred method of routing a call to the VRU.
The DNIS used in the translation route is not the original number dialed by the customer, but rather, the
Dialed Number used to route the call to the VRU.
The scenario is as follows:
• Call comes in to the Unified CM.
• Unified CM identifies the number as a route point for the Unified CM PG.
• The Unified CM PG receives a route request from the Unified CM and forwards it to the CallRouter.
• The CallRouter runs the script for the translation route to the VRU.
• A Label is returned to the Unified CM via the Unified CM PG.
• The Unified CM routes the call to the VRU, based on the CTI route point for the translation route.
• VRU sends up a request instruction with the DN as the DNIS.
• VRU PG matches up the call and the Correlation ID, then informs the CallRouter of the call arrival
with a “request instruction.”
• The CallRouter matches the correlation ID and finds the pending script/call.
• The CallRouter continues with script (for example, run script).
For translation routing, the VRU Type to configure in the Network VRU in the Unified ICM/CCEho
Administration User Interface is type 2.
Be sure the Unified CM PG routing client and the VRU PG routing client both have the labels
mapped for the peripheral targets in the translation route.

Routing Configuration
To set up routing in your Unified CCE system, you must set up the following entities:
• Dialed Numbers: The dialed number is the number that the caller dials to contact an agent. It is sent as
part of the call detail information in the route request message sent from the routing client.
In the system software, you set up a Dialed Number List. It identifies all of the phone numbers in your
contact center that customers can dial to initiate contact.
The Dialed Number plays an integral role in routing calls. Dialed Numbers are required pieces of Unified
ICM call types that are used to identify the appropriate routing script for each call.
• Call Types: A call type is a category of incoming Unified ICM routable tasks. Each call type has a
schedule that determines which routing script or scripts are active for that call type at any time. There
are two classes of call types: voice (phone calls) and non-voice (for example, email and text chat). Voice
call types are categorized by the dialed number (DN), the caller-entered digits (CED) and the calling line
ID (CLID). Non voice call types are categorized by the Script Type Selector, Application String 1, and
Application String 2. In either case, the last two categories of the call type can be optional. For voice
call types, the caller-entered digits and the calling line ID can be optional, depending on the call. For
non voice call types, Application String 1 and Application String 2 can be optional, depending on the
application.

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Because the call type determines which routing script is run for a call, the call type defines call treatment
in a Unified CCE system. Therefore, the call type is the highest level reporting entity. Reporting on call
type activity provides insight into end-to-end customer interactions with the system and with agents by
providing data such as service level adherence, transfers, average speed of answer, calls handled, and
calls abandoned.
In routing scripts, such as scripts for Self-Service VRU applications, you may change the call type at
specific points in the script to indicate that a transaction has been completed. For example, if the customer
is calling a bank and successfully checks their account balance using a Self-Service script, you may want
to change the call type to indicate that the account balance transaction has completed and a new transaction
has begun.
You can also change the call type in a script to invoke a new routing script associated with that call type.
For example, if a call is not answered at an agent's desktop, you can change the call type in the script to
redirect the call to a different script designed for Redirection on No Answer. The Redirection on No
Answer script assigns a different agent to handle the call.
• Routes:Unified ICM/Unified CCE software uses routes to define the mapping of a target to a specific
label for a routing script. Targets include services (service targets), skill groups (skill targets), agents
(device targets), and translation routes.
Routes must be defined for VRU Translation Routing and to route calls to agents.
• Device Targets: Device targets are deprecated. A device target is a telephony device that can be uniquely
addressed (or identified) by a telephone number. A device target is not associated with any one peripheral.
Each device target must have one or more labels associated with it, although only one label may exist
per routing client. Replace device targets with Agent Targeting Rules, which greatly simplifies call
routing configuration.
• Labels: A label is the value that Unified ICM/Unified CCE software returns to a routing client instructing
it where to send the call. The routing client can map the label to an announcement, a trunk group and
DNIS, or a device target. Special labels might instruct the routing client to take another action, such as
playing a busy signal or an unanswered ring to the caller.
If the label is for a device target, the routing client is responsible for delivering the call to the device
target on the Unified CM through the voice gateway.
If the label is for a VRU queue point, the routing client delivers the call to the Route Point on the VRU.
The VRU must recognize that the call has arrived and then request queue instructions from Unified
ICM/Unified CCE software. Unified ICM/Unified CCE software returns either a destination for the call
or instructions on what script the VRU will run, based on a particular Call Type.
• Services: You set up Services in Unified ICM/Unified CCE software to represent the type of processing
that a caller requires, and to configure VRU Services to route calls to the VRU. For example, you might
define separate services for Sales, Support, or Accounts Payable. A Service is often associated with a
peripheral and can be referred to as a Peripheral Service.
For Services that are used to route a call to an agent, you must associate them with skill groups. You
associate different Skill Groups with Services by making them members of the Service. Using Services
allows you to group agents working in like skill groups.
• Skill Groups: Agents must be associated with skill groups to receive Unified ICM-routed calls. You
create skill groups using the Unified ICM/Unified CCE Administration User Interface.
A base skill group is the main skill group created using the Unified ICM/Unified CCE Administration
User Interface. Using base skill groups ensures accurate agent reporting and simplifies configuration and
scripting for your contact center.

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Agents must be associated with skill groups or precision queues.

Note A sub-skill group is a subdivision of a base skill group. Sub-skill groups are not
supported since Unified CCE 9.0(1); the only instance where they are still
supported is for Avaya PG and Avaya Aura PG peripherals in Unified ICM
deployments. You cannot create a sub-skill group for the System PG,
CallManager, and ARS PG peripheral types. You can only remove sub-skill
groups from these peripheral types. Sub-skill groups are also not supported for
non-voice skill groups. You cannot create sub-skill groups for chat and email.

• Precision Queues: You can create multidimensional precision queues based on predefined business
criteria using the Unified CCE Web Administration. Agents automatically become members of these
precision queues based on their attributes, dramatically simplifying configuration and scripting.
• Migrating from Sub-skill Groups to Base or Enterprise Skill Groups
Follow these steps to migrate from sub-skill groups to base and enterprise skill groups:
• Disable the sub-skill group mask for the peripheral using the PG Explorer tool. All skill groups
created after you complete this are base skill groups.
• Define a new base skill group to correspond with each sub-skill group being removed.
• Assign agents to the new base skill groups and remove them from your sub-skill groups.
• Optionally, create enterprise skill groups to group the base skill groups.
• Update all of your routing scripts and routing templates so that they refer to the newly created base
or enterprise skill groups.

Routing Scripts
A routing script, created using the Script Editor, identifies the desired agent based upon skills and customer
database profile, determines the call target, and returns a route response to the routing client.

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 CHAPTER 3
Routing Tasks Multichannel Options
• Task Routing for Third-Party Multichannel Applications, on page 19
• Routing Unified Interaction Manager Tasks, on page 19

Task Routing for Third-Party Multichannel Applications

Task Routing APIs provide a standard way to request, queue, route, and handle third-party multichannel tasks
in CCE.
Contact Center customers or partners can develop applications using SocialMiner and Finesse APIs in order
to use Task Routing. The SocialMiner Task API enables applications to submit nonvoice task requests to
CCE. The Finesse APIs enable agents to sign into different types of media and handle the tasks. Agents sign
into and manage their state in each media independently.
Cisco partners can use the sample code available on Cisco DevNet as a guide for building these applications
(https://developer.cisco.com/site/task-routing/).
For information about configuring Task Routing for third-party multichannel applications, see the Cisco
Unified Contact Center Enterprise Features Guide at http://www.cisco.com/c/en/us/support/
customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html.

Routing Unified Interaction Manager Tasks

Unified CCE Configuration for Multichannel Routing
To route contact requests submitted from the World Wide Web or email, you must configure:
• Media Routing Peripheral Gateway
• Media Routing Domains and Media Classes
• Multichannel agents
• Application instances
• Administration connections
• Multichannel skill groups

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• Multichannel routing scripts

For more information about configuring Unified CCE for multichannel routing with Unified Interaction
Manager, see the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/
products-installation-and-configuration-guides-list.html.

Note When implementing Task Routing for third-party multichannel applications, some of the configuration in the
list above is provided by default or automated. See the Cisco Unified Contact Center Enterprise Features
Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/
products-feature-guides-list.html

Multichannel Software Configuration

After you complete your Unified ICM/Unified CCE configuration, you must configure your Unified ICM
multichannel software.
The multichannel software you must configure includes Enterprise Chat and Email.
For more information about how to administer this component, see Enterprise Chat and Email Installation
Guides and Administration Guides at
https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/
products-installation-guides-list.html, and
https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/
products-maintenance-guides-list.html.

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Administrative Tasks with Cisco Unified Cisco
Contact Enterprise
• Agent Administration, on page 23
• Voice Call Routing, on page 35
• Dialed Number Plan, on page 37
• Web Based CCE Administration, on page 45
• Precision Queues, on page 55
• Database Administration, on page 65
• Web Setup, on page 87
 CHAPTER 4
Agent Administration
• Agent Administration Tasks, on page 23
• Configure Not Ready Reason Codes, on page 26
• Agent Feature Configuration, on page 27
• Unified CCE Administration Supervisor Access and Permissions, on page 31
• Network Transfer for IVR Configuration, on page 33

Agent Administration Tasks

Create Voice-Only Agent
Before you begin
You must ensure that you have already set up agent desk settings before configuring agents.

Procedure

Step 1 Create an Agent record by selecting ICM Configuration Manager > Tools > Explorer Tools > Agent
Explorer.
If you want to associate this agent with an existing Person record, select the Select Person button.
Important Do not change an agent's ID while the agent is logged in to the agent desktop.
Note This step creates an Agent record associated with the Person record.
• Agent IDs can be up to nine digits long. If you are using Agent ID in the ICM Dialed Number
Plan, ensure that you do not configure Agent ID to be the same as an Agent extension number
on Unified CM. In this scenario, if the agent makes the call from the Agent Desktop, the
call cannot be routed through an ICM script.
• If you change the Agent ID (Peripheral ID), you must cycle the PG to populate the new
agent ID and information in the supervisor desktop.

Step 2 Enter the agent information and click Save.

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Delete Voice-Only Agent

This step creates the Agent record.

If you did not use the Select Person button to associate the agent with an existing Person record, a new Person
record is automatically created for the agent.

Note You can also add many agents at one time using the Bulk Configuration tool.

Delete Voice-Only Agent

You logically delete agents using the Agent Explorer tool. You cannot delete agents from the Agent Explorer
until you remove them from any teams using the Agent Team List tool. If agents exist in script references,
use the Script Reference tool to find any existing references, then use the Script Editor application to delete
that script. Agents still exist in the deleted objects databases until permanently deleted.

Note • For scripting and reporting purposes, if you configure the script to send a call directly to an agent and
that agent is permanently deleted, the call/script fails. Also, you cannot run historical reports for
permanently deleted agents.
• If you delete all the agents from a team, that team will not be available in Cisco Finesse.

Procedure

Step 1 Select ICM Configuration Manager > Tools > Explorer Tools > Agent Explorer.
Note If this was the last or only Agent record associated with the Person record for this agent, then the
associated Person record is also deleted.

Step 2 Highlight the agent and select Delete.

Deletes the agent as well as the associated person.

Step 3 Select ICM Configuration Manager > Tools > Miscellaneous Tools > Deleted Objects.
Step 4 Highlight the Agent table name in the Tables with Deleted Records window, then highlight the agent in the
Deleted Records of the “Agent” Table window and select Delete.
The agent is permanently deleted from the database.

Designate Agent Supervisor

You can identify an agent as a supervisor.
If you define an agent as a supervisor:

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Delete Agent Supervisor

• If single sign-on is disabled either globally or for the agent you want to designate as a supervisor, the
supervisor must have an Active Directory account. If the supervisor does not have an Active Directory
account, the designation fails.
• If single sign-on is enabled either globally or for the agent you want to designate as a supervisor, you
must enter the individual's name in the format that your identity provider requires.

To create an agent who is a supervisor:

Procedure

Step 1 In the Configuration Manager menu, select Tools > Explorer Tools > Agent Explorer. The Agent Explorer
window appears.
Step 2 In the Select filter data box, select the peripheral with which the agent is to associated and click Retrieve.
This enables the Add Agent button.
Step 3 Click Add Agent.
Note You must add the agent supervisor, as both member and supervisor, to the Member tab on the
agent team list. To get the benefit from the Team layout in Finesse, the agent supervisor must be
a member of the team.

Step 4 In the property tabs on the right side of the window, enter the appropriate property values. Use the Agent Tab
to define the agent and designate the agent as a supervisor. Use the Skill Group Membership Tab to map the
agent to any skill groups. (See the Configuration Manager online help for more information.)
Note An agent team can have only one primary supervisor. There is no upper limit to the number of
secondary supervisors for a team. Refer to the online help for instructions on how to assign a
primary supervisor.

Step 5 When finished, click Save.

Delete Agent Supervisor

When you create a new agent, you can also identify the agent as a supervisor. You can remove an agent's
designation as a supervisor.
The steps to delete an agent supervisor are as follows:

Procedure

Step 1 In the Configuration Manager menu, select Tools > Explorer Tools > Agent Explorer. The Agent Explorer
window appears.
Step 2 In the Select filter data box, select the peripheral with which the agent is associated to and click Retrieve.
Step 3 Select the agent whose supervisor designation you want to remove.
Step 4 Open the Agent tab.
Step 5 Uncheck the Supervisor check box.

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Create Agent Team

Step 6 When finished, click Save.

Create Agent Team

After adding agents with the Agent Explorer tool, you can create agent teams with the Agent Team List tool.

Procedure

Step 1 Access the Agent Team List tool by selecting ICM Configuration Manager > Tools > List Tools > Agent
Team List.
Step 2 Select Retrieve, and then select Add to add a new agent team.
Allows you to begin defining a new agent team. Complete the window, adding desired agents to the team.

Step 3 Select the Members tab.

Allows you to select agents to add to the team.

Step 4 Select the Supervisor tab.

Allows you to designate a supervisor for the team.
With Unified CCE, assign both a primary and a secondary supervisor to each agent team.

Delete Agent Team

You delete agent teams with the Agent Teams List tool.

Procedure

Step 1 Access the Agent Team List tool in the Configuration Manager by selecting ICM Configuration Manager >
Tools > List Tools > Agent Team List.
Step 2 Select Retrieve to obtain the current list of teams.
Step 3 Highlight the team you want to delete and select Delete.
Step 4 Select Save to save your changes.

Configure Not Ready Reason Codes

Procedure

Step 1 Select ICM Configuration Manager > Tools > List Tools > Reason Code List.

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Example:
Note If you are using the agent desktop, make sure the Reason Codes match the codes on the desktop.
Unified ICM Reason Codes appear in the Agent Not Ready reports, but the agent actually selects
the desktop code, so these codes must match to avoid confusion. Configure predefined Not Ready
Reason Codes so their text appears in the reports.

Step 2 Enable the Agent event detail option by selecting ICM Configuration Manager > Tools > Explorer Tools >
PG Explorer, and then selecting the Unified CM peripheral.
Step 3 Select the Agent event detail check box on the Agent Distribution tab to enable reporting on Not Ready
Reason Codes.
Step 4 Configure the Not Ready Reason Codes on the desktop.

Agent Feature Configuration

This section describes how to perform the following tasks:
• Configure Unified CCE for Redirection on No Answer situations on IP IVR and Unified CVP
• Configure automatic wrap-up
• Configure supervisor assist and emergency alert situations

Configure Unified CCE for Redirection on No Answer on IP IVR

Important Unified CM is the Unified ICM Routing Client that ensures the call arrives at the right destination.

Procedure

Step 1 Configure agent desk settings by selecting ICM Configuration Manager > Tools > List Tools > Agent
Desk Settings List.
Allows you to define the following:
• A Redirection on No Answer time
• Redirection on No Answer dialed number (to access the Redirection on No Answer script defined in
Step 3, below)
Note The Redirection on No Answer timer is not applicable if the Auto answer option is enabled
because the Redirection on No Answer feature and Force Answer are mutually exclusive. If both
are defined, Auto answer takes precedence over Redirection on No Answer.

Step 2 Set up the call type by selecting ICM Configuration Manager > Tools > List Tools > Call Type List.
This step sets up the call type and associates it with the dialed number and the routing script.

Step 3 Using the Script Editor, create a routing script to handle Redirection on No Answer situations.

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Configure Unified CCE for Redirection on No Answer on Cisco Unified CVP

This step allows you to define routing logic used for situations when an assigned agent does not answer.
Important This script queues the call at the highest priority in the skill group(s) defined within the call
variables; otherwise, the call is no longer the first call to be routed off of the queue, as it was
when it was first assigned to the (unavailable) agent. Also, call variables that were set in the
original routing script are still present in the ring-no-answer script. Consequently, you might want
to set variable values in one script that can be checked and acted upon in the other script.

Note • If you configure the Redirection on No Answer timer in the Unified ICM agent desk settings, it is not
necessary to configure the Unified CM Call Forward No Answer fields for the agent extensions in the
Unified CM configuration. If you want to configure them for cases when an agent is not logged in, set
the Unified CM system service parameter for the Unified CM Call Forward No Answer timer at least 3
seconds higher than the Unified ICM Redirection on No Answer timer on each of the Unified CM nodes.
• If you want to ensure that Redirection on No Answer calls adversely affect the service level, define the
service level threshold to be less than the Redirection on No Answer timer at the call type and service.

Configure Unified CCE for Redirection on No Answer on Cisco Unified CVP

For Unified CCE systems in which Unified CVP is deployed, the Unified CM does not control Unified CVP
and cannot send an unanswered call back to Unified CVP for requeuing. You configure the Re-route on
Redirection on No Answer feature to only make the agent state “Not Ready” when the agent does not answer
a call. Use the Unified CVP Target Requery feature to re-queue the call. For more information, see Cisco
Unified Contact Center Enterprise Installation and Upgrade Guide.

Important Unified CM does not control the queuing platform (Unified CVP); therefore, Unified CM cannot send the
call back to Unified CVP for requeuing.

Procedure

Step 1 Configure agent desk setting by selecting ICM Configuration Manager > Tools > List Tools > Agent Desk
Settings List.
Allows you to define the following:
• A Redirection on No Answer time: Set this number less than the number set for the No Answer Timeout
for the Target Requery that you set in Unified CVP (causes agent to be made unavailable after the
Redirection on No Answer timer expires, but cannot invoke the Redirection on No Answer mechanism
to re-route the call—see Step 3, below)
• Redirection on No Answer dialed number (to access the Redirection on No Answer script): Leave this
field blank

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Configure Automatic Wrap-Up

Note The Redirection on No Answer timer is not applicable if Auto-answer is enabled because the
Redirection on No Answer feature and Force Answer are mutually exclusive. If both are defined,
Auto-answer takes precedence over Redirection on No Answer.

Step 2 Using Unified CVP Operations Console, configure the Unified CVP ring-no-answer timeout value.
This step causes Unified CVP to issue a requery to the system software, if the assigned agent does not answer.
In CVP Operations Console, use the SetRNATimeout command to set the ring-no-answer timeout to a duration
that is two seconds longer than the Redirection on No Answer time set in Step 1.
Note Set this timeout to under 30 seconds because the system software waits 30 seconds for Unified
CVP to return a routing label and then fails, so Unified CVP needs to requery before this happens.

Step 3 Using the Script Editor, account for requeries in the routing script to handle Redirection on No Answer
situations.
Use the Target Requery script feature.
Note Do not create and schedule a new Routing script for Redirection on No Answer purposes in
Unified CVP deployments.

Allows you to report on Redirection on No Answer information. This script enables Requery (selects the
Requery check box) on the node in the script that selects and delivers the call to the first agent. Depending
on the type of node used, the Requery mechanism selects a new target from the available agents or requires
additional scripting.
For information about how Requery works for the different nodes, see Scripting and Media Routing Guide
for Cisco Unified ICM/Contact Center Enterprise.
Important This script queues the call at the highest priority in the skill group(s) defined within the call
variables. Otherwise, the call is no longer the first in queue, as it was when it was first assigned
to the (unavailable) agent.

Note • If you configure the Redirection on No Answer timer in the Unified ICM agent desk settings, it is not
necessary to configure the Unified CM Call Forward No Answer fields for the agent extensions in the
Unified CM configuration. To configure them for cases when an agent is not logged in, set the Unified
CM system service parameter for the Unified CM Call Forward No Answer timer at least 3 seconds
higher than the Unified ICM Redirection on No Answer timer on each of the Unified CM nodes.
• To ensure that Redirection on No Answer calls adversely affect the service level, define the service level
threshold to be less than the Redirection on No Answer timer at the call type and service.

Configure Automatic Wrap-Up

Automatic wrap-up allows you to force agents into Wrap-up mode when they are finished with inbound or
outbound calls.

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Configure Supervisor Assist and Emergency Alert

Procedure

Step 1 Select ICM Configuration Manager > Tools > List Tools > Agent Desk Settings List.
Use these two fields to enable automatic wrap-up:
• Work mode on Incoming
• Work mode on outgoing

Choose either Required or Required with wrap-up data to indicate automatic wrap-up.
Also, enter the time, in seconds, allocated to an agent to wrap-up a call.

Step 2 Configure agent desk settings to require appropriate Reason Codes.

This configuration allows you to determine if and when agents are required to enter a Reason Code when they
log out or enter a Not Ready state.

Step 3 Agent should log out and then log in to the Finesse Agent Desktop, for any change, you perform in Agent
Desk Settings to take effect.

Configure Supervisor Assist and Emergency Alert

Procedure

Step 1 Configure agent desk settings by selecting ICM Configuration Manager > Tools > List Tools > Agent
Desk Settings List.
This step allows you to define the following:
• Assist call method
• Emergency alert method

Step 2 Set up the call type by selecting ICM Configuration Manager > Tools > List Tools > Call Type List
This step allows you to set up the call type and associate it with the dialed number and the routing script.

Step 3 Configure Dialed Number for supervisor by selecting ICM Configuration Manager > Tools > List Tools >
Dialed Number/Script Selector List.
This step allows you to define the following:
• Dialed number string
• Call type

Step 4 Configure Agent Team by selecting ICM Configuration Manager > Tools > List Tools > Agent Team
List.
Allows you to define the Supervisor script dialed number option.

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Unified CCE Administration Supervisor Access and Permissions

Step 5 Using the Script Editor, create a routing script to associate the dialed number.
Use the Agent to Agent node to route the call to the primary supervisor by editing the formula with the call
preferredagentid. In addition, in case this routing fails, set up a route to the skill group or precision queue
where the secondary supervisors are located.
This step allows you to report on blind conference and consultative call information. This script associates
the supervisor's dialed number with the script using the Script Editor's Call Type Manager window.

For more information about agent desk settings, agent teams, and dialed numbers, see Cisco Unified Contact
Center Enterprise Installation and Upgrade Guide and the Configuration Manager online help.

Unified CCE Administration Supervisor Access and Permissions

Supervisors can use Unified CCE Administration to manage skill group membership and attributes for the
agents whom they supervise. Supervisors can change the passwords of agents who are not enabled for single
sign-on. In Unified CCE Administration tools, supervisors can see the skill groups and teams that are configured
on their peripherals.

Note The Unified CCE Administration web tool assumes that you are connecting with the primary AW. If you
connect with the secondary AW, you see errors when saving configuration changes.

Sign in to Unified CCE Web Administration, at https://<IP Address>/cceadmin. <IP Address>

is the address of the AW-HDS-DDS.
Supervisors on an IPv6 network sign in to Unified CCE Administration at https://<FQDN>/cceadmin.
<FQDN> is the fully qualified domain name of the AW-HDS-DDS.
The format of a fully qualified domain name is hostname.domain.com.
When single sign-on is enabled, supervisors should use the password configured with their SSO identity
provider. When single sign-on is disabled, they should use the password entered in the UCCE agent
configuration.
If supervisors are enabled for single sign-on, after entering their username they are redirected to the Identity
Provider sign-in screen to enter their credentials. Supervisors are redirected to Unified CCE Administration
after successfully signing in.

Note Cisco Unified CCE supports SAM Account Name and User Principal Name format for supervisor login name
configuration. However, Finesse supports only User Principal Name (UPN). Therefore, use only the UPN
login format for configuring the non-SSO EA (Enterprise Agent) Supervisor login name.

Supervisors can access tools on the Manage menu, as follows:

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Tool Permissions
Agents On the Agent List page, supervisors can see and edit settings for the agents that
they supervise.
• General tab: Supervisors can edit the password for agents who do not
have single sign-on enabled. Other fields are read-only.
After changing the agent's password,
• The agent can sign in to Cisco Finesse only after 30 minutes, or
• Restart Unified Intelligence Center Reporting Service and then the
agent can sign in to Cisco Finesse.

• Attributes tab: Supervisors can add, modify, and remove attributes for
agents on teams they supervise.
• Skill Groups tab: Supervisors can add and remove the agent's membership
in skill groups and can change the agent's default skill group.
• Supervised Teams tab: Read-only for supervisors.

Supervisors can also change skill group or attribute assignments for up to 50

agents at once by selecting the agents on the Agent List page, and then clicking
Edit > Skill Groups or Edit > Attributes.
Note If a supervisor attempts to make numerous membership changes
at once (in excess of 3500 in a single save), the system alerts the
supervisor of attempting too many changes in a single operation.

Attributes On the Attributes List window, supervisors can see and edit agent attribute
assignments. Supervisors cannot add or delete attributes.
• General tab: Fields are read-only.
• Agents tab: Supervisors can add and remove attribute assignments for
agents that they supervise.

Precision Queues Read-only.

Skill Groups On the Skill Group List page, supervisors can see and edit membership for skill
groups. Supervisors cannot add or delete skill groups.
• General tab: Fields are read-only.
• Members tab: Supervisors can add and remove skill groups for agents
that they supervise.

Teams Read-only.

For more information about using the Unified CCE Administration tools, see the online help.

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Network Transfer for IVR Configuration

Network Transfer for IVR Configuration

Configure Network Transfer from IP Phone
To configure network transfer from an IP Phone, complete the following steps.

Procedure

Step 1 Define a CTI Route Point, for example “9999”, in the Unified CM. Associate it with the JTAPI User that is
connected to the Unified ICM/CCE PIM in the system software.
Note You cannot use the DN for a CTI Route Point on a different CTI Route Point in another partition.
Ensure that DNs are unique across all CTI Route Points on all partitions.

Step 2 In the Administration Client or Administration & Data Server, define a Dialed Number for the Unified
ICM/CCE PIM and a call type for that dialed number. You can then associate this call type with a Unified
ICM/CCE script; for example, “NetXfer2.”
Note Do not define the labels of agents for the Unified CM PG. Instead, define the labels for the VRU
PIM so that the route result is returned to VRU instead of a Unified CM PG. If you do define the
agent labels for the Unified CM PG, the Router returns the route result to the VRU PIM, if
“Network Transfer Preferred” is enabled on the Unified CM PG and VRU PIM and returns the
route result to the Unified CM PG if “Network Transfer Preferred”" is disabled on the Unified
CM PG and VRU PIM.

Step 3 When the call is delivered to Agent 1 using the Unified ICM/CCE Script “NetXfer1,” the agent can dial the
number 9999 to send the call to another script, “NetXfer2.”

Configure Network Transfer from Agent Desktop

To configure network transfer from an agent desktop, complete the following steps.

Procedure

Step 1 Define a “Dialed Number Plan” in the system software. The routing client is the Unified ICM/CCE PIM and
the dialed number is the one defined before for the Unified ICM/CCE PIM.
Step 2 Set the Post Route to Yes and the Plan to International.
Step 3 In the agent desk settings, select all the Outbound access check boxes.

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 CHAPTER 5
Voice Call Routing
• Routing a Target Device in Unified CCE, on page 35

Routing a Target Device in Unified CCE

The following procedures outline the steps to follow each time you want to route to a new device target in
Unified CCE.

Target Device Routing on Unified CM

Procedure

Step 1 Create a CTI Route Point on the Unified CM.

This step configures the Unified CM to make a route request to the system software when the Route Point is
dialed.

Step 2 Associate the CTI Route Point with the PG User.

This step makes the Route Point visible to the system software.

Route Target Device Using Configuration Manager

Procedure

Step 1 Create a new Dialed Number using the Configuration Manager.

Defines a new entry point for call routing.

Step 2 Add a new Call Type using the Configuration Manager.

Allows you to categorize calls and route them appropriately.

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Peripherals and Skill Groups

Step 3 Associate the Dialed Number with the Unified ICM Call Type.
Allows you to map the Dialed Number to a routing script.

Step 4 Create a new routing script using the Script Editor.

Routes the call to the entry point.

Step 5 Associate the Call Type with the routing script.

Associates the Call Type with the routing script.

Note • In a Unified Communications Manager cluster, be aware that two routing clients must not share the same
CTI Route Point. Each routing client must use distinct CTI Route Points in a Unified Communications
Manager cluster.
• You cannot use the DN for a CTI Route Point on a different CTI Route Point in another partition. Ensure
that DNs are unique across all CTI Route Points on all partitions.
• When you configure a calling party transformation mask for the translation pattern in Unified
Communications Manager, the application will have additional connections and disconnections. Therefore,
for the components to function properly, do not configure a translation pattern mask for the calling party.

Peripherals and Skill Groups

Only base skill groups are supported for Unified CCE configurations. A default is set at the peripheral level,
ensuring that any new skill group created is base-only.
Agents must be associated with skill groups or precision queues. You can create precision queues using the
Unified CCE Web Administration.
For more information about creating routing scripts, see Scripting and Media Routing Guide for Cisco Unified
ICM/Contact Center Enterprise and the Script Editor online help.
For more information about configuring Unified CCE, see Cisco Unified Contact Center Enterprise Installation
and Upgrade Guide

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 CHAPTER 6
Dialed Number Plan
• About Dialed Number Plan, on page 37
• Dialed Number Plan Values, on page 38
• Dialed Number Plan Configuration, on page 42

About Dialed Number Plan

The Dialed Number Plan allows you to manage and track agent-initiated calls.
The Dialed Number Plan applies only to calls initiated by the agent on their soft phone and not on their hard
phone. Calls made on the hard phone are not subject to the permission, interpretation, translation, posting
routing, and so on, specified in the Dialed Number Plan.

Dialed Number Plan Explained

The Dialed Number Plan consists of a number of entries intended to accommodate the different types of calls
agents might make. Each entry contains a wildcard string that is used to match a number that an agent might
dial. Each digit of the string is processed until a matching dial plan entry is found. When found, the selected
trunk group or resource is used to complete the call.
Each entry contains additional information indicating how to handle the calls matching that wildcard string.
For example, dialing a 9 to receive an outside line on a PBX or ACD is specified in the dial plan. All patterns
that reference network trunks might begin with a “9” digit. Subsequent digits might be “1” for long distance
patterns, “0” for operator assisted or international calls, “2” through “9” to specify an area code. The dial plan
allows a customer to have multiple phone carrier trunks terminated at the PBX or ACD for different outbound
call types. A customer might choose MCI as the long distance carrier while AT&T is the international carrier,
and Bell Atlantic is the local carrier. The dial plan configuration is used to determine which carrier to use
based on the patterns defined within the dial plan.

Note Do not confuse the Dialed Number Plan Bulk Insert tool with the Dialed Number Bulk Insert tool.

You use the Dialed Number Plan to:

• Ensure agent-initiated calls are routed by a Unified ICM routing script
• Set up basic dialing substitutions

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Dialed Number Plan and Routing of Agent Calls

Dialed Number Plan and Routing of Agent Calls

The most common and powerful use of the Dialed Number Plan is to ensure that agent-initiated calls are
routed through the system software. In this case, you must specify that you want to request a PostRoute for
the call and specify a dialed number associated with a routing script designed to handle the type of agent call.
Use this method of configuring the Dialed Number Plan for:
• Agent-to-agent transfers
• Agent-to-agent calling
• Agent-initiated outbound calls

Dialed Number Plan and Basic Dialing Substitutions

You can also use the Dialed Number Plan to specify basic dialing substitutions. In this scenario, you identify
a wildcard pattern to match the number dialed by an agent. However, you do not request a Post Route and the
call is not matched to a Dialed Number, and thus not routed by the system software. Instead, you enter the
string you want to be dialed in the Dial String field. That string is used to place the agent's call.
Using the Dialed Number Plan in this way is most useful for setting up such things as:
• Speed dial
• Using alphanumeric characters to dial from a soft phone

Dialed Number Plan Values

Each field on the Dialed Number Plan dialog box is defined in the Configuration Manager online help. This
section provides additional information about these fields and how you can use them to set up agent dialing
for your contact center.
The window below illustrates a Dialed Number Plan entry that specifies Unified ICM routing for the agent
call.

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Wildcard Pattern

Wildcard Pattern
The wildcard pattern you enter can contain letters, digits, and number signs (#). It can also include the following
wildcard characters.

Character Description

? Represents any single alphanumeric character.

! Represents any string of character and can appear only at the end of a
pattern.

Routing Client
The Routing Client field lets you specify the routing client for the agent call. In Unified CCE configurations,
set this field to identify the Unified CM PG.

Post Route
Use the Post Route field to specify whether this type of agent call will be sent to a routing script. If you set
Post Route to Yes, you must also enter a Dialed Number that is associated with a routing script designed to
handle the type of agent call.

Dialed Number
Use the Dialed Number field if you have set the Post Route field to Yes, indicating that you want a Unified
ICM routing script to handle this agent call.

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Dial String

Dial String
Use the Dial String field only when you set the Post Route field to No, indicating that you want to use this
entry for dialing substitutions. This field cannot be used when PostRoute is selected to send the call to a
Unified ICM routing script.
The Dial String field can contain wildcard characters used to translate the dialed number string provided by
the agent to the dial string that will be delivered to the switching platform. The following table describes the
wildcard characters that might appear in the DialString field.

Wildcard Character Description

! Matches any group of characters

? Matches any single character

X or x Excludes the character in the agent supplied dialed number string at the
position identified from the offset as defined from the beginning of the
DialedNumberPlan DialString field

The following table provides examples of the translation of a DialedNumber string specified by an agent to
a resultant DialString as defined by the DialString entry of the matching DialedNumberPlan entry.

Agent Dialed Number DialedNumber Plan Dial Dial string Description

String result

5133 6100 6100 Direct substitution.

5133 6X??? 6133 Partial replacement.

5133 ! 5133 Complete Copy.

5133 9275! 92755133 Prefix Addition.

5133 62XX?? 6233 First 2 char substitution.

5133 ???? 5133 Complete Copy.

5133 ?XXX000 5000 Retain first character; substitute the

remaining characters.

2755100 ????200 2755200 Replace last three characters.

2755100 !220 2755100220 Suffix addition.

Dial String Configuration for Speed Dialing

You can configure Static Dial String translations to provide speed dial capabilities. Here, you enter the
abbreviated string an agent dials in the wildcard pattern. You enter the actual target number in the Dial String
of the entry.
When a dialed number (provided by an agent) matches the wildcard pattern of the Dialed Number Plan entry,
the Dial String configured entry is sent in place of the agent supplied Dialed Number string.

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Dial String Configuration for Alphanumeric Substitutions

The following table provides an example of a speed dial configuration.

Agent Dialed Number Wildcard Pattern Dial String Result

133 1?? 919782755! 919782755133

Dial String Configuration for Alphanumeric Substitutions

You can use the Dialed Number Plan to allow agents to specify an alphanumeric string when dialing. For
instance, an agent might dial SALES when calling the sales department rather than a numeric value that might
be harder to remember.
To configure an alphanumeric substitution, configure the alphanumeric dial string as the wildcard pattern and
the target number as the Dial String of the DialedNumberPlan entry. When a dialed number provided by an
agent matches the wildcard pattern of the Dialed Number Plan entry, the configured Dial String is sent in
place of the agent supplied string.
You can combine wildcard characters with this feature to allow Alpha prefixes to be added to numbers to
identify the location of the number. Examples are shown the following table.

Agent Dialed Number DialedNumberPlan Dial String Resultant Dial String

SALES 919782755100 919782755100

BOS5133 9782755133 9782755133

FL14Office1433 5133 5133

Dial Number Type Plan

The Dial Number Type Plan lets you specify the type of call that will be placed.

Dialed Number Plan Description

International Allows agents to place calls classified as international calls.

National Allows agents to place calls classified as national long distance

calls.

Local Allows agents to place calls classified as national local calls.

Operator Assisted Allows agents to place calls classified as operator assisted calls.

PBX Allows agents to place calls to agents on the same peripheral.

The options for this field map exactly with the options on the agent desk settings list window. The system
software checks the agent desk settings for the agent placing the outbound call. agent desk settings define
which types of calls agents are permitted to make. If the agent desk settings for an agent prevent them from
placing a particular type of call (for instance, international), the call is not placed.

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Dialed Number Plan Configuration

Dialed Number Plan Configuration

Use Dialed Number Plan to Ensure Routing of Agent Calls
Follow these steps to configure a Dialed Number Plan entry to route an agent call through the system software.

Procedure

Step 1 Create a routing script to handle each type of agent-initiated call using the Script Editor.
This step ensures agent-initiated calls are routed appropriately by the system software.
The script can target agent, services, or skill groups using Unified ICM script nodes. When a target is chosen,
the associated label is sent back to the requesting peripheral. The label value is substituted for the dial string
specified by the agent and sent to the switching platform to place the outbound call.

Step 2 Select ICM Configuration Manager > Tools > List Tools > Call Type List.
Allows you to set up the call type and associate it with the dialed number to target to routing scripts.
Note You can also use a pre-existing call type and script.

Step 3 Select ICM Configuration Manager > Tools > Bulk Configuration > Insert > Dialed Number Plan Bulk
Insert and insert an entry in the Dialed Number Plan dialog.
Using the fields in this window, make sure to:
• Indicate the appropriate wildcard character.
• Set the Post Route text box to Yes.
• Select a valid Dialed Number associated with the routing script used to route the agent call.
• Set the Dial Number Type Plan to indicate the type of call.
This step matches the agent's dialed string to a Dialed Number. This ensures the agent's call will be routed by
a Unified ICM routing script.

Step 4 Select ICM Configuration Manager > Tools > List Tools > Agent Desk Settings List and ensure that
Agent Desk Settings are set to identify the types of calls agents can place.
Ensures that agents are allowed to or restricted from placing different types of outbound calls.

Use Dialed Number Plan to Set Up Basic Dialing Substitutions

Follow these steps to configure a Dialed Number Plan entry to do basic dialing substitutions:

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Use Dialed Number Plan to Set Up Basic Dialing Substitutions

Procedure

Step 1 Insert an entry in the Dialed Number Plan dialog box by selecting ICM Configuration Manager > Tools >
Bulk Configuration > Insert > Dialed Number Plan Bulk Insert.
Using the fields in this window, make sure to:
• Indicate the appropriate wildcard character.
• Set the PostRoute field to No.
• Identify a valid Dial String used to place the call.
• Set the Dial Number Type Plan to indicate the type of call.
Matches the agent's dialed string to the Dial String indicated in the entry. This Dial String is used to place the
call (the call will not be routed by the system software).

Step 2 Ensure agent desk settings are set to identify the types of calls agents can place by selecting ICM Configuration
Manager > Tools > List Tools > Agent Desk Settings List.
Ensures that agents make only the types of outbound calls they are permitted to make.

For more information about Unified ICM Routing Scripts, see Scripting and Media Routing Guide for Cisco
Unified ICM/Contact Center Enterprise
Related Topics
Agent Desk Settings Configuration, on page 3

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 CHAPTER 7
Web Based CCE Administration
• Unified CCE Web Administration, on page 45
• Managing Agents, on page 46
• Attributes, on page 47
• Precision Queues, on page 47
• Managing Bucket Intervals, on page 48
• Media Routing Domains, on page 48
• Manage Bulk Jobs, on page 48
• Cisco Context Service, on page 49
• Deployment Type, on page 49
• Settings, on page 50
• Single Sign-On (SSO), on page 50
• Business Hours, on page 50

Unified CCE Web Administration

The Configuration Manager enables you to perform most of the Unified CCE administrative tasks. The gadgets
in the Unified CCE Web Administration application enables you to manage other Unified CCE administrative
tasks and system settings.

Note • For more information on each gadget, please see the online help available in the CCE Web
Administration page.
• Users are logged out of the Unified CCE Administration console automatically after 30 minutes of
inactivity.

Access Unified CCE Administrative Gadgets

To manage agents, attributes, precision queues, bucket intervals, media routing domains, license, and bulk
jobs, use the corresponding card in the Unified CCE Web Administration application. For example, to access
business hours:

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Access Unified CCE System Management Gadgets

Procedure

Step 1 From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools.
Step 2 Double-click the CCE Web Administration link.
Step 3 From the left navigation bar, select Overview and then select Organization Setup card.
Step 4 Select Business Hours.
Note For more information about business hours, see Business Hours.

Access Unified CCE System Management Gadgets

To configure system settings such as deployment type and system information, use the Infrastructure Settings
card. To configure Single Sign-On (SSO), use the Features card in the Unified CCE Web Administration
application. For example, to set the deployment type:

Procedure

Step 1 From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools.
Step 2 Double-click the CCE Web Administration link.
Step 3 Select Deployment Settings.
Step 4 On the Deployment Type page, click on deployment type and then select an instance from the drop-down
list.
Note For more information about deployment type, see Deployment Type.

Managing Agents
The Agents tool in Unified CCE Administration contains a list of agents. These agents are created in Agent
Explorer under Configuration Manager.
Rows in the list show the following fields for each agent:
• Username
• Peripheral
• Last Name
• First Name
• Description

The username maps to the login name in Agent Explorer.

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Attributes

You can search and sort this list, and you can click the row for an agent to open the Edit Agent window. You
can only edit an agent's attribute settings.
You cannot create or delete agents in this tool. You must create or delete agents in the Configuration Manager
Agent Explorer tool.

Note Ensure that Agent ID (Peripheral number) and agent Login name is unique for each user.

Related Topics
Agent Reskilling, on page 11

Attributes
Attributes identify a call routing requirement, such as language, location, or agent expertise.
You can create two types of attributes:
• Boolean
• Proficiency

Use Boolean attributes to identify an agent attribute value as true or false.

For example, you can create a Boston attribute. This attribute specifies that the agent assigned to this attribute
must be located in Boston. An agent in Boston would have Boston as True as the term for that attribute.
Use Proficiency attributes to establish a level of expertise in a range from 1 to 10 , with 10 being the highest
level of expertise. For example, for a Spanish language attribute, a native speaker would have the attribute
Proficiency as 10. When you create a precision queue, you identify which attributes are part of that queue and
then implement the queue in a script.
When you assign a new attribute to an agent and the attribute value matches the precision queue criteria, the
agent is automatically associated with the precision queue.

Note Attributes is a prerequisite for Precision Queue.

Precision Queues
Precision routing offers a multidimensional alternative to skill group routing. Using the Unified CCE scripting,
you can dynamically map the precision queues to direct a call to the agent who best matches the caller's precise
needs. Precision queues are the key components of precision routing.
Related Topics
Precision Queues, on page 55

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Managing Bucket Intervals

Managing Bucket Intervals

Configure bucket intervals to report on how many calls are handled or abandoned during specific, incremental
time slots.
Each bucket interval has a maximum of nine configurable time slots, called Upper Bounds. Upper Bounds
are ranges measured in seconds to segment and capture call-handling activity. You can run reports that show
calls answered and calls abandoned for these intervals.

If your goal is to have calls handled within 1 minute, you might set up Upper Bounds for intervals
that show how many calls are handled in less than or more than 1 minute. Intervals might be for 30,
60, 80,120, 150, 180, and 240 seconds. Using these intervals, you can see if calls are being answered
within 1 minute or if callers are waiting longer.
The intervals also give you insight into how long callers are willing to wait before cancelling a call.
Perhaps many callers do not abandon a call until they have waited for two minutes. This might
indicate that you can modify your goal.

You can associate bucket intervals with call types, skill groups, and precision queues. The system automatically
creates a built-in bucket interval, which you cannot edit or delete.
Related Topics
Precision Queues, on page 55

Media Routing Domains

Media Routing Domains (MRDs) organize how requests for each communication medium, such as voice
and email, are routed to agents.
An agent can handle requests from multiple MRDs.
For example, an agent can belong to a skill group in an MRD for email and to a skill group in an MRD for
voice calls. Configure at least one MRD for each communication medium your system supports. You do not
need to configure an MRD for voice; the Cisco_Voice MRD is built in. You can add and update only
Multichannel MRDs using the Unified CCE Administration Media Routing Domain tool.

Note To add or update Multichannel MRDs for Enterprise Chat and Email, use the Configuration Manager Media
Routing Domain List tool.

Manage Bulk Jobs

Bulk jobs are a fast and efficient way to migrate existing agent and supervisor to single sign-on accounts.

Note Do not run bulk jobs during heavy call load.

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Cisco Context Service

Note Supervisors have no access to the Bulk Jobs tool.

Cisco Context Service

Cisco Context Service is a cloud-based, omnichannel solution. Context Service captures customer interaction
history and provides flexible storage of the customer interaction data across all channels (including voice,
chat, email, and Internet of Things).
Context Service provides an out-of-the-box integration with Unified Contact Center Enterprise. You do not
need to install any additional components. With Context Service integrated with your contact center, agents
can access a customer's previous interactions with your organization. Context Service provides this information
to your agents through the Customer Context gadget in the Cisco Finesse desktop.

Deployment Type
The deployment type you select, significantly impacts the call processing capacity, configuration limits, and
access to features and configuration tools. The configuration steps vary for every deployment type.
You can select any one of the following deployment types:
• Packaged CCE Deployment types:
• Packaged CCE: Lab Mode
• Packaged CCE:2000 Agents
• Packaged CCE: 4000 Agents
• Packaged CCE: 12000 Agents

• HCS for Contact Center deployment types:

• HCS-CC: 2000 Agents
• HCS-CC: 4000 Agents
• HCS-CC: 12000 Agents
• HCS-CC: 24000 Agents

• Unified CCE deployment types:

• UCCE: Progger (Lab Only)
• ICM Rogger (Non-Reference Design)
• ICM Router/Logger (Non-Reference Design)
• UCCE: 8000 Agents Router/Logger (Non-Reference Design)
• UCCE: 2000 Agents

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Settings

• UCCE: 4000 Agents Rogger

• UCCE: 12000 Agents Router/Logger
• UCCE: 24000 Agents Router/Logger
• Contact Director

Note For information on using the gadget after you select a deployment type, see the Cisco Unified Contact Center
Enterprise Developer Reference Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/
unified-contact-center-enterprise/products-programming-reference-guides-list.html and the online help.

Settings
The system can support a defined call capacity based on deployment model. Exceeding the supported rate of
incoming calls degrades performance and can result in late calls, dropped calls, delivery of new incoming
calls, the time out of requests, and potential system failures. (Call transfers are permitted.)
The System Information tool enforces limits to protect against overloading the system and establishes continuous
monitoring of the incoming call rate according to the configured settings.

Single Sign-On (SSO)

The Single sign-on (SSO) is an authentication and authorization process. Authentication proves you are the
user you say that you are, and authorization verifies that you are allowed to do what you are trying to do.
SSO allows users to sign in to one application and then securely access other authorized applications without
a prompt to provide the user credentials once again. SSO permits Cisco supervisors or agents to sign on only
once with a username and password to gain access to all of their Cisco browser-based applications and services
within a single browser instance.
By using SSO, Cisco administrators can manage all users from a common user directory and enforce password
policies for all users consistently.
SSO is an optional feature. If you are using SSO, use the Single Sign-On tool to configure the Cisco Identity
Service (IdS). You can then register and test components with the IdS, and set the SSO mode on components.

Business Hours
Business hours are the working hours during which you conduct business. You can create and modify business
hours and set weekly and daily schedules for each business hour. You can create different business hour
schedules for regular working days and holidays. You can also open or close the business hours if there is an
emergency.
You can define the status reasons for business hours and assign codes for each status reason. Status reason is
required when you force open or force close a business hour, and when you add special hours and holidays.

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Add and Maintain Business Hours

Add and Maintain Business Hours

Procedure

Step 1 In Unified CCE Administration, choose Organization > Business Hours.

Step 2 On the Business Hours page, click New to open the New Business Hours page.
Step 3 Complete the following information on the General tab and click Save.

Field Required? Description

Status - Select one of the following statuses for the business hour:
• Open/Closed as per Business Calendar
• Force Open
• Force Close

Status Reason Yes, if the This field is enabled only if the status is Force Open or Force Close.
status is Search and select a status reason for the business hour.
Force Open
or Force
Close.

Name Yes Enter a unique name for the business hour. Maximum length is 32
characters. Valid characters are alphanumeric, period (.), and
underscore (_). The first character must be alphanumeric.

Description No Enter a description of the business hour.

Time Zone Yes Select a time zone of the business hour from the drop-down list.

Department - Search and select a department to associate with the business hour.
Default is Global.
Note This is applicable for Packaged CCE deployment only.

Step 4 Click the Regular Hours tab and complete the following information:
• Select one of the following Business Hour Type:
• 24x7: Always open. You cannot customize the working hours.
• Custom: You can customize the working hours.

• If you select Custom, enable at least one business day and select the Start Time and End Time.

Step 5 Click the Special Hours & Holiday tab. You can either add or import special hours and holidays.
Step 6 Click Add to open the Add Special Hours & Holiday popup window. Complete the following information:

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Field Required? Description

Date Yes Select a date from the calendar.

Description No Enter a description for the special hour.

Status - Select a status.

If the status is Open, the Start Time and End Time fields are
enabled.

Start Time Yes, if Select a start time for the special hour.
status is
Open.

End Time Yes, if Select an end time for the special hour.
status is
Open.

Duration - Displays the duration of the special hour.

Status Reason Yes Search and select a status reason.

Step 7 Click Save to add the special hours and holidays.

Step 8 To import special hours and holidays, follow these steps.
a) Click Import to open the Import Special Hours and Holidays pop-up window.
b) Click the download icon to download the Special Hours & Holidays template. Use this template to enter
the special hours and holidays.
c) Click Choose File and browse to the special hours and holidays file. ClickImport to upload the file.
Note The file must contain at least one special hour and holiday.
The file must be in CSV format with a file extension as .txt or .csv.

Step 9 Click Export to download the special hours and holidays in .csv format.
Step 10 Click Save.
Note The imported business hours overwrites the existing ones.

Add Business Hours by Copying an Existing Business Hour Record

You can create a new Business Hour record by copying an existing Business Hour record.

Procedure

Step 1 In Unified CCE Administration, choose Organization > Business Hours.

Step 2 Click the Business Hour you want to copy, and then click the Copy button in the Edit <Business Hour> page.
The New Business Hour page opens.

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Add Status Reasons

Step 3 Enter Name and Description for the Business Hour.

Step 4 Review the rest of the fields on the General, Regular Hours, and Special Hours & Holiday tabs that were
copied from the original Business Hour record, and make any necessary changes.
Step 5 Click Save to return to the List window.

Add Status Reasons

This procedure explains how to add and maintain status reasons for business hours.

Procedure

Step 1 In Unified CCE Administration, choose Organization > Business Hours > Status Reasons.
Step 2 Click Add to open the Add Status Reason popup window.
Step 3 Enter the Status Reason. Maximum length is 255 characters.
Step 4 Enter a unique Reason Code. Range is 1001 to 65535. Codes 1 to 1000 are reserved as system-defined reason
codes.
Step 5 Click Save.
To add more status reasons, repeat steps from 2 to 5.

Step 6 Click Done to return to the List window.

Edit Status for Multiple Business Hours

Perform the following steps to edit the status of multiple business hours at once.

Procedure

Step 1 On the Business Hours page, select two or more business hours to edit.
Step 2 Choose Edit > Status to open the Edit Business Hours page.
Step 3 Check the Status check box and select the required status.
Step 4 If you select the status as Force Open or Force Close, search and select a Status Reason.
Step 5 Click Save.

Edit Schedule for Multiple Business Hours

Perform the following steps to edit schedules of multiple business hours at once.

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Configure Yearly Schedules

Procedure

Step 1 On the Business Hours page, select two or more business hours to edit.
Step 2 Choose Edit > Schedule to open the Edit Business Hours page.
Step 3 Check the Time Zone check box and the select the required time zone from the drop-down list.
Step 4 Check the Type check box and select the required business hour type.
Step 5 If you select Custom, enable atleast one business day and select the Start Time and End Time.
Step 6 Click Save.

Configure Yearly Schedules

You can configure and maintain Business Hour schedules for the whole year.

Procedure

Step 1 Configure the regular working hours for weekdays.

Step 2 Configure Special Hours & Holidays schedules for whole year by doing the following:
a) Add the Special Hours & Holidays details for all the special hours and holidays for the whole year into
the CSV template file.
b) On the Import Special Hours & Holidays page, click Choose File and browse to the special hours and
holidays file.
c) ClickImport to upload the file.
After you import the configuration file, the BH configurations are loaded on the Business Hours page.
Validate the configurations.
d) Click Save.
Note When you update the configured Business Hours, remove any elapsed schedules and then update
the new schedules for any new special hours or holidays in a Business Hour configuration.

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Precision Queues
• Precision Queue Routing, on page 55
• Scripting Precision Queues, on page 56
• Precision Queue Reports, on page 59
• Precision Queue Configuration, on page 60

Precision Queue Routing

You can create multidimensional precision queues based on predefined business criteria. Agents automatically
become members of these precision queues based on their attributes, dramatically simplifying configuration
and scripting.
To implement Precision Routing, you create precision queues and implement in your call routing scripts.
A precision queue includes:
• Terms - A term compares an attribute against a value. For example, you can create the following term:
English > 6
• Expressions - An expression is a collection of at least one or more terms. For example, if you require an
agent who can speak English, is from Dallas and is proficient in sales, you can create the following
expression: English > 6 AND Dallas == TRUE AND Sales > 6. You can create up to ten terms for each
expression.
• Steps - A step is a collection of at least one or more expressions. When you create a precision queue,
you must configure at least one step. You can configure up to ten steps. A step may also include wait
time and a Consider If formula. Use wait time to assign a maximum amount of time for the system to
wait for an available agent on a step. Use a Consider If formula to evaluate the step at runtime, for
example, if the Caller is a Gold or Bronze level.
To configure Precision Routing, you must complete the following tasks:
1. Create attributes.
2. Assign attributes to agents.
3. Create precision queues.
4. Create routing scripts.

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Scripting Precision Queues

Scripting Precision Queues

To implement Precision Routing in your contact center, you must create scripts.
You can create and use configured (static) and dynamic precision queue nodes in your scripts. Static precision
queue nodes target a single, configured precision queue. When the script utilizes a single precision queue, use
static precision queues. Dynamic precision queue nodes are used to target one or more previously configured
precision queues. Use dynamic precision queues when you want a single routing script for multiple precision
queues (for example, when the overall call treatment does not vary from one precision queue to another).
Dynamic precision queues can simplify and reduce the overall number of routing scripts in the system.
Precision Queues are peripheral gateway (PG) agnostic. Precision queues do not care on which PG an agent
resides.

Precision Queue Script Node

You can use the Precision Queue script node to queue a call or task based on caller requirements until agents
with desired proficiency become available. This node contains multiple agent selection criterion which are
separated into steps.
Figure 1: Precision Queue Script Node

A single call can be queued on multiple precision queues. If an agent becomes available in one of the precision
queues, the call is routed to that resource. You cannot reference multiple precision queues with a single
Precision Queue node. However, you can execute multiple Precision Queue nodes sequentially to achieve
this.
The Precision Queue node includes a Priority field, which sets the initial queuing priority for the calls
processed through this node versus other calls queued to the other targets using different nodes. The priority
is expressed as an integer from 1 (top priority) to 20 (least priority). The default value is 5.
If more than one call is queued to a precision queue when an agent becomes available, the queued call with
the lowest priority number is routed to the target first. For example, assume an agent in a precision queue
becomes available and two calls are queued to that precision queue. If one call has priority 3 and the other
has priority 5, the call with priority 3, the lower value, is routed to the precision queue while the other call
continues to wait. If the priorities of the two calls are same, then the call queued first is routed first.
VRU script instructions are not sent to the VRU. If a call enters the Precision Queue node and no resource is
available, the call is queued to the precision queue and the node transfers the call to the default VRU, if the
call is not already on a VRU. The script flow then exits immediately through the success branch and continues
to a Run External Script node to instruct the VRU what to do while holding the call until an agent becomes
available. Typically, this invokes a Network VRU script that plays music-on-hold, possibly interrupted on a
regular basis with an announcement. The script flow can also use other queuing nodes to queue the same call
to other targets, for example, Queue to Skill Group and Queue to Agent.

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Precision Queue Properties Dialog Box - Static Precision Queue

Precision Queue Properties Dialog Box - Static Precision Queue

The following list describes the Precision Queue Properties dialog box for a static precision queue script
node.
Figure 2: Precision Queue Properties Dialog Box—Static Precision Queue

The following property is unique to static precision queues:

• Drop-down list—To route calls that enter this node to a static precision queue, you must select a precision
queue from the list.

The following properties are common to static and dynamic precision queues:
• Select Precision Queue radio buttons—You can select one of the following options for each a precision
queue:
• Statically—Select this option to choose a single precision queue to be selected for all the calls that
enter this node.
• Dynamically—Select this option to select a precision queue on a call-by-call basis based on a
formula.

Note Dynamic Precision Queue selection is not available when an External

Authorization server is used with Internet Script Editor and will be grayed out in
the interface.

• Priority selection—To select the initial queuing priority for calls processed through this node, you can
select from 1 to 20. The default is 5.
• Enable target requery check box—To enable the requery feature for calls processed through this node,
select this check box. When a requery occurs, for example if a call is presented to an available agent and
the agent does not answer, the script continues through the failure terminal. The script can then inspect
the call variable RequeryStatus to determine what to do next. The typical action in case of a No Answer

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is to queue the call again to other precision queues, and increase the priority so that it is taken out of the
queue before regular queued calls.
• Wait if Agents Not Logged In check box — When this check box is selected and the agents who are
associated with a step are not logged in, then the router will wait for the time that is configured for that
step. When this check box is not selected, the router will not wait on any step. However, on the last step,
the router will wait indefinitely irrespective of the selection.

Precision Queue Properties Dialog Box - Dynamic Precision Queue

The following list describes the Precision Queue Properties dialog box for a dynamic precision queue script
node.
Use dynamic precision queues when you want a single routing script for multiple precision queues (for
example, when the overall call treatment does not vary from one precision queue to another). Dynamic precision
queues can simplify and reduce the overall number of routing scripts in the system.
Figure 3: Precision Queue Properties Dialog Box—Dynamic Precision Queue

Note Dynamic Precision Queue selection is not available when an External Authorization server is used with Internet
Script Editor and will be grayed out in the interface.

The following properties are unique to dynamic precision queues:

• Find By radio buttons—To dynamically route calls that enter this node to a Precision Queue name or
ID, use the Find By radio buttons.
• Precision Queue Name radio—Select this option to dynamically route calls that enter this node
to a Precision Queue name.
• Precision Queue ID—Select this option to dynamically route calls that enter this node to a Precision
Queue ID.

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Queuing Behavior of the Precision Queue Node

• Formula Editor button—To determine to which Precision Queue name or ID to route calls that enter
this node, click the Formula Editor button to create a formula. The formula is then evaluated at run time
to select a precision queue by either name or by database ID. For example, you can use the formula
"Call.PeripheralVariable4" to look up the Precision Queue if call variable 4 contained the Precision
Queue name, as a result of a database lookup or from VRU call processing.

Note The section on static precision queues describes the properties that are common to static and dynamic precision
queues.

Related Topics
Precision Queue Properties Dialog Box - Static Precision Queue, on page 57

Queuing Behavior of the Precision Queue Node

Precision queues internally are configured with one or more time-based steps, each with a configured wait
time. After a call is queued, the first step begins and the timer starts. This occurs although the execution path
of the script exited the success node and a new node may be targeted (for example, Run Ext. Script).
If the timer for the first step expires, control moves to the second step (assuming one exists), and so on. As
long as the call remains in queue and there are steps left to execute, the call internally continues to move
between steps regardless of the path the call takes after it leaves the precision queue node. If a call is queued
to two or more precision queues, the call internally walks through the steps for each precision queue in parallel.
After the call reaches the last step on a precision queue, it remains queued on that step until the call is routed,
abandoned, or ended.
If there is an update to the precision queue definition, then all queued calls in the precision queue are
re-evaluated and the execution begins again from the first step.
For example, consider the wait time for an ongoing call at step 1 to be 1080 seconds, of which 1000 seconds
has already elapsed. Now, suppose the wait time is changed to 900 seconds, then the wait time for this call is
also reset to 900 seconds, even though only 80 more seconds are left to move to the next step.

Precision Queue Reports

Reporting provides a complete view of all the queues in the system with both real time and historical metrics.
You can use filtering to narrow down the view to specific attributes.
To run real-time or historical reports, you can use Cisco Unified Intelligence Center reporting templates. For
more information about Cisco Unified Intelligence Center template reports, see the Report Template Reference
Guide for Cisco Unified Intelligence Center at http://www.cisco.com/c/en/us/support/customer-collaboration/
unified-intelligence-center/products-user-guide-list.html.
These reporting templates work with Precision Routing:
Agent Real Time - This report displays, for each agent, the active skill group or active precision queue, the
state, and the call direction within each media routing domain into which the agent is logged.
Agent Team Real Time - This report displays the current status for each selected agent team and displays
the current state and the active skill group or active precision queue for each agent in the selected agent teams.

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Call Type Queue Historical All Fields - This report displays the summary statistics for skill groups and
precision queues within Call Type ID.
Agent Precision Queue Membership - This report displays selected agents, the media routing domain into
which the agent is logged, and the active precision queue with up to the maximum supported number of
associated attributes.
Precision Queue Real Time All Fields - This report displays the current status of selected precision queues.
Agent Precision Queue Historical All Fields - This report displays activity for selected agents for a selected
interval, sorted by precision queue.

Precision Queue Configuration

Precision queues are a combination of steps that include attributes, defined terms for the selected attributes,
wait times, and Consider If formulas.
Precision queues are configured using the CCEAdmin > Organization Setup > Skills > Precision Queue
For more information on precision queues and precision routing, see the Cisco Unified Contact Center
Enterprise Features Guide at http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_feature_
guides_list.html.

Configure Precision Queues

Precision Queues are configured using the Precision Queue tool in Unified CCE Administration, not the
Configuration Manager.

Before you begin

Before you create precision queues, ensure that you complete the following prerequisites:
• Create attributes.
• Assign attributes to agents.

Procedure

Step 1 In Unified CCE Administration, navigate to Overview > Organization > Skills > Precision Queue.
Step 2 Click the New button. The page refreshes and a new page appears.
Step 3 In the Name dialog box, type a name for the precision queue.
Note You can enter a combination of up to 32 alphanumeric characters and underscores. Precision
queue names are case-sensitive.

Step 4 (Optional) In the Description dialog box, type any useful information about the precision queue that you wish
to note. You can use the description to note the logic behind your queue criteria or for which call type(s) this
queue is designed.
Note You can enter a combination of alphanumeric characters and underscores only.

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Step 5 Select the Media Routing Domain for this precision queue. The field defaults to Cisco_Voice. To select a
Media Routing Domain: Click the magnifying glass to display the Select Media Routing Domain list. Click
the link to select a Media Routing Domain and close the list. Click the X icon to clear the selection and reapply
Cisco_Voice.
Step 6 From the Service Level Type list, select the service level type to use for reporting on your service level
agreement. The default value is Ignore Abandoned Calls. In the Service Level Threshold dialog box, type
the time in seconds that calls are to be answered based on your service level agreement.
Note The time entered in this box is used to report on service level agreements and does not impact
how long a call remains in a precision queue. The length of time a call remains in a step is
determined by each individual step wait time.

Step 7 From the Agent Order list, select one of the following options to determine which agents receive calls from
this queue:
• Longest Available Agent - This represents an agent that has been available the longest.
• Most Skilled Agent - This represents an agent that best matches the terms in a step. This is accomplished
by totaling the agent’s proficiency attribute ratings for that step and selecting the agent with the highest
value.
• Least Skilled Agent - This represents an agent that least matches the terms in a step. This is accomplished
by totaling the agent’s proficiency attribute ratings for that step and selecting the agent with the lowest
value.

The default value is Longest Available Agent.

Step 8 (Optional) Bucket Intervals. Select the Bucket Interval whose bounds are to be used to measure the time slot
in which calls are answered. The field defaults to Use System Default. To select a different bucket interval:
Click the magnifying glass to display the Select Bucket Interval list. Click the link to select a bucket interval
and close the list. Click the X icon to clear the selection and reapply Use System Default.
Step 9 Click the numbered step builder link (‘Step 1’, ‘Step 2’, and so on). The Step Builder interface pops up. You
must build at least one step before you can save the precision queue. Click the magnifying glass in the Select
Attribute dialog box and select an attribute. The Select Attribute dialog box will open with the list of
Attributes on the system. You can sort and search through the Attributes. Click on an Attribute name to select
it for that term. Click the X icon to clear your selection.
Step 10 If you selected a Boolean attribute, from the value list select == (is equal to) or != (does not equal).
OR
If you selected a proficiency attribute, from the operator list, select one of the following operators:
• == (is equal to)
• != (does not equal)
• < (is less than)
• <= (is less than or equal to)
• > (is greater than)
• >= (is greater than or equal to)

Then, for either attribute type, select a value from the values list.

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Step 11 To add an additional term, click Add Attribute and return to step 7.
OR
To add an additional expression, click the drop down arrow and click Add Expression and return to step 7.
OR
Proceed to the next step.
Note When you add an attribute, you can select OR or AND to specify the logic between the previous
and current attributes. The default value is AND.
When you add an expression, you can select OR or AND to specify the logic between the previous
and current expressions. The default value is OR.
You can add up to 10 expressions or up to 10 terms to a step.
After you add 10 expressions or 10 terms to a step, the Add Attribute button is disabled.
To delete a term, click the X icon.
If you are not on the last step of the Precision Queue, then you can enter a Wait Time (in seconds).
A call will queue at a particular step looking for an available agent matching the step criteria up
until the time specified in the wait time field for that step. A blank (or zero) wait time indicates
that the call will immediately proceed to the next step if there are no available agents matching
the step criteria.
If you are not on the last step of the Precision Queue, then you can enter a Consider If formula
for that step.

Consider If expression
You can use a Consider If expression to evaluate a call (within a step) against additional criteria. Each time
a call reaches a step with a Consider If expression, the expression is evaluated. If the value for the expression
returns as true, the call is considered for the step. If the value returns as false, the call moves to the next step.
If no expression is provided for a step, the step is always considered for calls.
Note You cannot add a Consider If expression to the last step.
To add a Consider If expression, you can type the expression into the Consider If box.
Alternatively, you can use the Script Editor to build the expression and then copy and paste it
into the Consider If box. Objects used in consider if expressions are case-sensitive. All Consider
If expressions that you add to a precision queue must be valid. If you add an invalid expression,
you cannot save the precision queue. To ensure that the expression is valid, use Script Editor to
build and validate the expression.

Note It is possible that a valid Consider If expression can become invalid. For example, if you delete
an object used in the expression after you create or update the precision queue, the expression is
no longer valid.

Only the following scripting objects are valid in a Consider If expression:

• Call
• PQ
• Skillgroup
• ECC

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• PQ Step
• Call Type
• You can use custom functions in a Consider If expression and you can create custom functions (in Script
Editor).

Example:
Consider If expression examples
PQ.PQ1.LoggedOn > 1 - Evaluates whether there is more than one agent logged into this queue.
CallType.CallType1.CallsRoutedToday > 100 - Evaluates whether more than 100 calls of this call type were
routed today.
PQStep.PQ1.1.RouterAgentsLoggedIn > 1 - Evaluates whether there is more than one router agent logged
into this queue for step 1.
CustomFunction(Call.PeripheralVariable1) > 10 - Evaluates whether this expression using a custom function
returns a value greater than ten.

Step 12 Click OK. The step appears in the precision queue with the agent count. The agent count represents the number
of configured agents that match the step criteria.
Note For a particular step, an equal or greater number of agents should be available to select from than
in the previous step. If less agents are available to select from, a warning icon appears beside the
agent count.

Step 13 To add an additional step, click Add Step and then return to step.
Note The Add Step button is disabled until you add at least one expression to the previous step. You
can add up to 10 steps. After you reach 10 steps, the Add Step button is disabled. To delete a
step, click the X icon.

Step 14 Click Save.

A message appears indicating that the precision queue was successfully saved and the summary page reappears.

Edit Precision Queue

Procedure

Step 1 In the summary view, navigate or search for the precision queue to edit.
Step 2 In the list, click the precision queue name. The page refreshes and the edit view appears.
Step 3 Complete required changes and click Save.
The page refreshes and the summary view appears. A message appears at the top of the page indicating whether
or not the save was successful.

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Delete Precision Queue

Delete Precision Queue

You cannot delete a precision queue that is referenced statically in any version of a saved script. Specifically,
before you can delete a precision queue that is referenced statically in a script, you must remove the precision
queue from every saved version of the script. If you reference a precision queue dynamically in a script and
there are calls queued against the precision queue, you can delete the precision queue. Any calls queued against
the deleted precision queue will be default routed.

Note When deleting a precision queue that is referenced by a dynamic precision queue node, this precision queue's
calls will be default routed.

Procedure

Step 1 On the Precision Queue Summary page, select the precision queue to delete.
Step 2 Click the X icon.
You receive a prompt to confirm that you want to delete the precision queue.

Step 3 To delete the queue, click Yes. Otherwise, click No.

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 CHAPTER 9
Database Administration
• Unified CCE Database Administration, on page 65
• Historical Data, on page 66
• Database Statistics, on page 67
• Database Administration Tool, on page 67
• Increase the size of the disk space for an existing virtual machine, on page 75
• Database Sizing Estimator Tool, on page 76
• Administration & Data Server with Historical Data Server Setup, on page 78
• Database Size Monitoring, on page 79
• System Response When Database Nears Capacity, on page 80
• Allocation of More Database Space, on page 81
• Initialize Local Database (AWDB), on page 81
• General Database Administration, on page 81
• Check AWDB Data Integrity, on page 82
• Logger Events, on page 83
• Database Networking Support, on page 83
• Database Backup and Restore, on page 84
• Database Recovery Models, on page 84
• Database Comparison, on page 85
• Database Resynchronization, on page 85

Unified CCE Database Administration

When you install a new Logger, you create its central database. Create an HDS database on a real-time
Administration & Data Server. When you create a database, you specify the size of its data or log files. The
data files must be sufficient for all the data that you expect the database to hold. The size of the central and
HDS databases depend on your call center traffic and your data retention requirements.

Note For more information on how to perform a manual configuration for integrating AWDB with ECE , see the
section Integrating ECE with Unified CCE in the Enterprise Chat and Email Installation and Configuration
Guide.

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Historical Data

The local database (awdb) contains configuration and real-time data, if the Administration & Data Server role
includes a real-time server. Because the real-time data in the local database (awdb) are constantly overwritten
by new data, the database size remains fairly constant.
Over time, the size of your enterprise or your call volumes can change significantly. Therefore, you might
need to resize the central and HDS databases to meet new requirements. You normally do not need to resize
the local database (awdb). To resize the local database (awdb), use the ICM Database Administration (ICMDBA)
tool.
The data in the central database and HDS database grow as they accumulate historical data and call detail
records. The growth is directly related to the following factors:
• Size of the Unified ICM configuration; for example, how many services, skill groups, routes, and trunk
groups are configured.
• Call rate; that is, how many calls per day the system software is handling.
• How long historical data is kept in the database.

The amount of configuration data directly affects the amount of historical data generated. The system software
generates a new historical record every half hour for each service, skill group, route, trunk group, and so on,
that is configured in the Unified ICM system.
You size and create the central and HDS databases after installing the system software. Use the Database
Sizing Estimator applet for estimating the size of these databases, based on the expected usage.
If your configuration expands significantly or if you change the retention times for historical data, you might
have to increase the size of the database. This increase might involve adding more disks to the system.

Historical Data
The system software initiates a purge process on the Logger once every day. By default, the purge process
runs each night at 12:30 A.M. The purge process deletes records that are older than a specified number of
retain days. When you set up the Logger using the Web Setup tool, you can modify the default retention time
and purge schedule.
This table lists the default settings for retaining historical data.

Historical tables Default retention time

Logger_Admin, Import_Rule_History, Persistent 30 days

Recovery 3650 days

All other historical tables 14 days

The following large historical tables are not purged by the system software but as a scheduled SQL Server
Agent Job:
• Agent_Event_Detail
• Call_Type_SG_Interval
• Dialer_Detail
• Network_Event_Detail
• Route_Call_Detail

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Database Statistics

• Route_Call_Variable
• Termination_Call_Detail
• Termination_Call_Variable

Caution SQL Server Agent Jobs are installed and enabled during the Unified CCE install and upgrade procedure. Do
not stop these jobs while the system software is active. If you plan to stop the Logger and Administration &
Data Server-hds component services for maintenance for more than a day, manually disable the Microsoft
SQL Server jobs using the SQL Server enterprise management tool. Later, after the services are started,
re-enable the jobs.

Database Statistics
Maintaining accurate, up-to-date statistical details is essential to a well-run database environment and contributes
to the optimizer's efficient handling of work load. In some SQL Server-based environments, it is not unusual
to see users rely on the database itself to maintain statistics by using the Auto Create Statistics and Auto
Update Statistics options. Setting these options in an AW environment (with its rapid data turnover) results
in a considerable effort being expended in updating statistics. For that reason, users often schedule these
options to run during off-peak hours. Because the database in the AW environment is nearly empty during
off-peak times, however, statistics gathered then might not be as helpful as they would be when collected at
other, busier times.
Another option to consider for gathering statistics is the creation of a SQL Server Agent job that periodically
executes the Microsoft stored procedure sp_updatestats. The sp_updatestats procedure updates statistics as
required for all user-defined and internal tables in the current database and can be run on an hourly basis if
workload and environment permit.

Database Administration Tool

Unified CCE includes the ICMDBA tool (icmdba.exe) in the \icm\bin folder. This tool provides a central
utility to administer the Unified ICM databases. Use this tool to:
• Create, edit, and delete central databases, local databases, and historical databases
• Resize database files
• Recreate databases
• Import and export Unified ICM configuration data to and from databases
• View database properties

In addition to these tasks, you can start or stop a server and do some limited SQL Server configuration.

Note Before using the ICMDBA tool, install the Unified CCE software. See the Cisco Unified Contact Center
Enterprise Installation and Upgrade Guide, for information on the Unified CCE installation.

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Create Database with Configured Components

Note The ICMDBA Import /Export feature works on Unified ICM configuration data only. To import or export
Unified ICM historical data, use Microsoft’s SQL Server Database Backup and Database Restore utilities.

You start the ICMDBA either by double-clicking ICMDBA in the Unified CCE Tools folder or by selecting
Start > Run > ICMDBA.
The main window is a tree hierarchy displaying the Unified ICM database servers in the current domain.

Note If you cannot find the server you want in the main window, you can select any computer on your local network
by choosing File > Add Computer.

Expanding the server name displays the Unified ICM instances that have databases on the server. Expanding
the Unified ICM instance displays a specific Unified ICM node or nodes (Administration & Data Server and
Logger) on machines that have databases for that instance. Expanding the node displays the databases associated
with the node. Expanding the node database displays a list of the individual tables in the node database. Under
databases are the table groups, and the final level lists the tables in the group.
You can create databases for instances with or without configured components. When an instance does not
have configured components, database creation occurs under the instance within a component placeholder on
the ICMDBA tree view.
To view the properties of a table, right-click the desired table in the list and select Properties from the context
menu, or double-click the table in the list.
There are two ways to access the ICMDBA tool functions:
• From the main window, select a node or database from the tree and then select a function from the menu
bar menu.
• Right-click a node or database to display a context menu.

Create Database with Configured Components

Use the Create function to create a database for an Administration & Data Server or Logger. You can only
create one Logger database per side.

Procedure

Step 1 With the Unified CCE running, for the server and instance, select the node (Administration & Data Server or
Logger) where you want to create the database.
Step 2 Select Database > Create from the menu bar (or click the right mouse button and select Create). The Create
Database window is displayed.
Step 3 Enter the following information for the database:
• DB Type—Specify the type of database: Outbound Option for an outbound dialer, Administration &
Database Server for a local database (awdb), or Historical Data Server/Detail Data Server (HDS/DDS)
for Administration & Data Server machines. For a Logger device, the default database type is displayed
(Logger side must be selected).

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Create Database Without Configured Components

• ICM Type—Specify whether this system is a Unified ICM or Unified CCE, Unified ICMH, or CICM
(Customer ICM) system.
• Region—Specify regional information where applicable.

Step 4 Select Add. This button invokes the Add Device window.
Use this window to create a new data file and a new log file for the selected database. Specify the disk drive
letter and size in megabytes for each new file.
Note Move the database log file to a separate virtual drive. By default, both the log file and database
data file are installed in \MSSQL\DATA on the virtual drive where you create the database. You
can move the log file with SQL Server Management Studio.

Note By default, the newly created data file is set to “Automatically Grow,” if it exceeds the initially
specified size. You can modify this setting, and the maximum file size, with SQL Server Enterprise
Manager. Verify on the Files page in SQL Server Enterprise Manager that the Autogrowth
column shows:
• Data files automatically grow in 100-MB increments.
• Log files automatically grow in 10% increments.

Step 5 After you complete entering information in the Create Database window, select Create to close the window
and create the database.

Create Database Without Configured Components

Use the Create function to create a database for an Administration & Data Server or Logger. You can only
create one Logger database per side.

Note When an instance does not have any configured components, database creation occurs under the instance
within a component placeholder.

Procedure

Step 1 With Unified CCE running, for the server and instance, select the instance where you want to create the
database.
Step 2 Select Database > Create from the menu bar (or click the right mouse button and select Create). The Select
Component dialog appears.
Step 3 Select the Administration & Data Server, LoggerA, or LoggerB component and select OK.
Step 4 If you select LoggerA or LoggerB, the Select Logger type dialog appears, allowing you to select Enterprise,
CICM, or NAM. Select the logger type and select OK.
The Create Database window appears.
Step 5 Enter the following information for the database:

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• DB Type—Specify the type of database: Outbound Option for an outbound dialer, Administration &
Database Server for a local database (awdb), or Historical Data Server/Detail Data Server (HDS/DDS)
for Administration & Data Server machines. For a Logger device, the default database type is displayed
(Logger side must be selected).
• ICM Type—Specify whether this system is a Unified ICM or Unified CCE, Unified ICMH, or CICM
(Customer ICM) system.
• Region—Specify regional information where applicable.

Step 6 Select Add. This button invokes the Add Device window.
Use this window to create a new data file and a new log file for the selected database. Specify the disk drive
letter and size in megabytes for each new file.
Note Move the database log file to a separate virtual drive. By default, both the log file and database
data file are installed in \MSSQL\DATA on the virtual drive where you create the database. You
can move the log file with SQL Server Management Studio.

Note By default, the newly created data file is set to “Automatically Grow,” if it exceeds the initially
specified size. You can modify this setting, and the maximum file size, with SQL Server Enterprise
Manager. Verify on the Files page in SQL Server Enterprise Manager that the Autogrowth
column shows:
• Data files automatically grow in 100-MB increments.
• Log files automatically grow in 10% increments.

Step 7 After you have completed entering information in the Create Database window, select Create to close the
window and create the database.

Delete a Database
Use the Delete function to delete an Administration & Data Server or Logger database.

Note When an instance does not have any configured components, component placeholders appear under that
instance on the application tree view. If you delete the database, the component placeholders no longer appear.

Procedure

Step 1 With Unified CCE running, for the server, instance, and node (Administration & Data Server or Logger),
select the database that you want to delete.
Step 2 Select Database > Delete from the menu bar.
Step 3 The Delete Database prompt appears. Select Yes to delete the database.
Step 4 Verify that you want to delete the database in the message box.
Step 5 Select Close to exit. Check the main window to verify that the database was deleted.

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Expand a Database

Expand a Database
Use this function to add a new storage file.

Note ICMDBA allows a database to be expanded a maximum of 49 times (resulting in 50 segments). In the event
that you reach this limit, you must either recreate the database or use SQL Enterprise Manager to modify the
database.

Procedure

Step 1 For the server, instance, and node (Administration & Data Server or Logger), select the database that you
want to expand.
Step 2 Select Database > Expand from the menu bar (or click the right mouse button and select Expand). The
Expand window appears:

Step 3 Use the window to adjust the size allocation on the database storage device, by completing the following
fields:
• Component—Specifies whether the file is a data file or log file. Each database must have a file for each
type of service.
• Available Drives—Specify the drive on which to create the database.
• Size—Specifies the size (in MB) of the storage. The field displays a default size, adjust the value as
necessary.

Step 4 Select OK to expand the file and exit the screen.

Recreate a Database
Use the Recreate function to recreate a database. The procedure for recreating a database is similar to the
procedure for creating a database.

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View Database Properties

Caution When you recreate a database, the information currently stored in the database is deleted.

Note When an instance does not have any configured components, database creation occurs under a component
placeholder on the application tree view.

Procedure

Step 1 For the server, instance, and node (Administration & Data Server or Logger), select the database that you
want to recreate.
Step 2 Select Database > Recreate from the menu bar. The Recreate window appears.
Step 3 Enter the database information. See the online help for a description of the fields.
Step 4 Select Create to continue. A message is displayed asking if you are sure you want to recreate the database.
Select Yes to continue the operation.
Step 5 The next Recreate Database window appears. Select Start to recreate the database. After the process completes,
a message appears indicating the action was successful. Select OK and then select Close to exit.

View Database Properties

The ICMDBA tool allows you to view the properties of specified databases.

Procedure

Step 1 For the server, instance, and node (Administration & Data Server or Logger), select the database that you
want to view.
Step 2 Select Database > Properties from the menu bar (or click the right mouse button and select Properties). The
Properties window appears.
The screen display includes the following information:
• Instance name
• The database configuration
• The size and percentage used of the files
• Where the data and log files are stored

Step 3 After you finish viewing the database properties, select Close to exit the window.

View Table Properties

ICMDBA also allows you to view the properties of each table in the database.

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Import and Export Data

Procedure

Step 1 Select and expand the database to display the tables of a database.
Step 2 Double-click the table you want to view. The Table Properties window appears.
Step 3 After you finish viewing the table properties, select Close to exit the window.

Import and Export Data

You can use Import/Export functions to move Unified ICM configuration data from one database to another.

Note The ICMDBA Import/Export feature handles Unified ICM configuration data only. To import or export
Unified ICM historical data, use Microsoft’s SQL Server Database Backup and Database Restore utilities.

Procedure

Step 1 For the server, instance, and node (Administration & Data Server or Logger), select the database from which
you want to import or export data.
Step 2 Select Data > Import (or Export) from the menu bar. The Import data to (or Export) window appears.
Step 3 Check Lockout Changes, if you want to prevent changes to the database during the import or export operation.
Step 4 Check Truncate Config Message Log, if you want to truncate the Config_Message_Log table in the Logger
database.
Note Truncating deletes the data and does not export the Config_Message_Log table.

Step 5 Set the Data type for the imported data.

Step 6 Indicate the path for the source/destination of the data.
Step 7 Select Import (or Export) to display the Import (or Export) dialog.
Step 8 Select Start to import (or export) the data. After the process completes, a message appears indicating that the
action was successful. Select OK and then select Close to exit. You can select Cancel at any time to end the
process.

Synchronize Database Data

Use the Synchronize function to synchronize the configuration data of two Logger databases. This function
does not synchronize the historical data.

Procedure

Step 1 For the server and instance, select the Logger database to synchronize.

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Configure a Database Server

Step 2 Select Data > Synchronize from the menu bar. The Synchronize window appears:

Step 3 Check Lockout Changes, if you want to prevent changes to the database during the synchronize operation.
Step 4 Check Truncate Config Message Log, if you want to truncate the Config_Message_Log table in the Logger
database.
Step 5 Select the server name and database for both source and target from the drop down lists. To select a server
that is not on the drop down list, select Add and enter the server name in the Add Server box:

Step 6 Select Synchronize.

Step 7 A message box appears asking for confirmation. Select OK to continue.
Step 8 The next Synchronize window appears. Select Start to synchronize the data. After the process completes, a
message appears indicating that the action was successful. Select OK and then select Close to exit. You can
select Cancel at any time to end the process.

Configure a Database Server

ICMDBA allows you to start or stop a server and to do some limited server configuration.
To start or stop a server, select the node from the list and select Server > Start/Stop from the menu bar.

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Increase the size of the disk space for an existing virtual machine

Note When you use the Configure option, the SQL Server, Administration & Data Server, and Logger restart
automatically. However, when you use the Stop option from the Server menu, manually restart the Logger
and Administration & Data Server from ICM Service Control.

Procedure

Step 1 Select the server and select Server > Configure from the menu bar. The Configure window appears.
Step 2 Use this window to modify the following SQL Server parameters:
• User Connections—Indicates the maximum number of users that can connect to SQL Server at one
time.
• Locks—Indicates the maximum number of available locks.
• Open Objects—Indicates the maximum number of available open objects.
Note User Connections, Locks, and Open Objects are “dynamically allocated” by SQL Server.
Unified ICM does not allow you to change these options, so they are dimmed.

• Open Databases—Indicates the maximum number of available open databases.

• Memory—Indicates the amount of memory (in megabytes) allocated to SQL Server processing.
Note You can configure a specific amount of memory instead of the SQL Server default of
“Dynamic.” Specifying a value of 0 sets the Memory setting to “Dynamic.”

• Recovery Interval—This setting controls checkpoint frequency.

• Max Async ID—Indicates the maximum number of outstanding asynchronous disk input/output (I/O)
requests that the entire server can issue against a file.

Step 3 After you are finished configuring the server, select OK to complete the operation or select Cancel to end
the operation without making any changes.

Increase the size of the disk space for an existing virtual

machine
For deployments of 4000 agents or more, you can increase the size of the virtual machine's (VM) disk space
on your Windows server. To increase the size of the VM's disk space for 2000 agents deployment, follow
these steps:

Before you begin

Plan for a maintenance window to increase the size of the disk space.

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Procedure

Step 1 Power off the VM.

Step 2 Clone the VM or take a snapshot of the powered off VM.
Step 3 Change the size of the disk space, as required. Ensure that the disk format is set to Thick Provision Lazy
Zeroed.
Step 4 Power on the VM.
Step 5 On the Windows server, go to Server Manager > File and Storage Services > Volumes > Disks.
Step 6 Modify the disk size and verify the changes.
Step 7 Delete the clone or snapshot of the old VM.

Database Sizing Estimator Tool

The Database Sizing Estimator tool enables you to perform database sizing tasks.
The Database Sizing Estimator estimates the storage requirements for a Cisco Unified ICM/CCE logger or
HDS database. The tool bases the estimate ion information about the configuration of the environment (for
example, the number of agents, skill groups, call types, and so on) and database retention days. You can supply
initial values by loading values from your local Unified ICM database.
When values are updated in the Database Sizing Estimator, the application recalculates its totals. This update
enables you to immediately see the affects of each change as it is made, with the values displayed in a
spreadsheet. The tool enables you to engage in what-if scenarios to see the effects that various changes have
on the database sizing requirements.
The Database Sizing Estimator allows you to save the values as an XML file on your local machine. At any
time, you can load the saved XML file back into the Database Sizing Estimator, so you can continue revising
your estimates.

Cisco Unified ICM/CCE Database Retriever Dialog

The Cisco Unified ICM/CCE Database Retriever dialog, which you access from the Database Sizing Estimator
tool, queries the existing database and registry configuration. The Database Sizing Estimator tool then uses
this data to provide starting values, which you can modify.
To access the Database Retriever dialog, select Load from DB in the Database Sizing Estimator tool on
your local machine.

Note Cisco Unified ICM/CCE Database Retriever can retrieve the configuration and retention information from
any Unified ICM/CCE system containing a Logger or Historical Data Server (HDS) database. The Database
Sizing Estimator can calculate a database size for a newer schema other than the deployment to which the
Database Sizing Estimator is connected.

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Start Database Sizing Estimator

Start Database Sizing Estimator

The following steps describe how to start the Database Sizing Estimator.

Note For Database Sizing Estimator field-level descriptions, see the online help.

Procedure

Step 1 Open the Database Sizing Estimator tool by selecting Database > Estimate in the ICMDBA tool.
Step 2 The Cisco Unified ICM/CCE Database Sizing Estimator window appears:

Step 3 The window displays initial default values for all fields. As you change the field values, the database size
requirements update automatically. You can load values from a previous version or from the Cisco Unified
ICM/CCE Database Retriever dialog by selecting Load from File to load an external XML data file.

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Estimate Database Size

Estimate Database Size

Note Steps 1–3 in this procedure only apply when using existing databases.

Procedure

Step 1 Use your existing database as the starting point. Select Load from DB in the Database Sizing Estimator
main window. The Cisco Unified ICM/CCE Database Retriever dialog appears.
Step 2 Select the database you want to use as the starting point for your sizing estimates.
Step 3 Select Retrieve.
The fields in the Database Sizing Estimator main window auto-populate with the information from the
selected database.
Step 4 Modify the database information depending on your scenario. As changes are made, the Database Size
Required value changes.
Step 5 Save your work in progress by selecting Save to File.

Administration & Data Server with Historical Data Server Setup

There are two ways to set up a Historical Data Server (HDS) VM:
• The instance is created in the domain, but not already added.
• The instance is created in the domain and is already added.

Set Up HDS and Add Instance

Procedure

Step 1 Run the Cisco Unified ICM/Contact Center Enterprise (if you have not run it already) on the local machine.
Step 2 Run the Web Setup tool for that machine (in a browser, from anywhere). Under Instance Management, select
Add and add the instance.
Step 3 Run the ICMDBA tool on the local machine. Create the Historical Data Server/Detail Data Server database.
Step 4 Return to the Web Setup tool. Under Component Management, select Add on the Administration & Data
Server list page, then follow the instructions in the Cisco Unified Contact Center Enterprise Installation and
Upgrade Guide. If you did not perform step 3, the Administration & Data Server Add wizard does not allow
you to finish this procedure until you create an HDS database.

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Set Up HDS from Added Instance

What to do next
Use the Database Sizing Estimator tool to determine the size of the database and then use the ICMDBA tool
to create the database.

Set Up HDS from Added Instance

Procedure

Step 1 Run the Cisco Unified ICM/Contact Center Enterprise Installer (if you have not run it already) on the local
machine.
Step 2 In the Web Setup tool, under Component Management, select Add on the Administration & Data Server
list page, then follow the instructions in the Cisco Unified Contact Center Enterprise Installation and Upgrade
Guide. If you did not perform step 1, the Administration & Data Server Add wizard does not allow you to
finish this procedure until you create an HDS database.

What to do next
Use the Database Sizing Estimator tool to determine the size of the database and then use the ICMDBA tool
to create the database.

Database Size Monitoring

Regularly monitor the space used by the central database and transaction logs. You can monitor database size
by viewing the Logger’s per-process log files. The per-process log files contain information on Logger and
database activity, as this example log file illustrates:

The Logger logs events and trace messages that show the percentage of space used in the database. These
files are stored in a \logfiles subdirectory in the Logger’s folder (la or lb). You can view the Logger’s
per-process log files by using the Unified ICM dumplog utility.

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System Response When Database Nears Capacity

When the database becomes 80 percent full, the Logger logs an EMS warning message to the central database.
The “80 percent full” warning message might also immediately be sent to your Unified ICM network
management station through SNMP or SYSLOG.

Note See the Serviceability Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise for more
information on using the dumplog utility.

If you decide that you need more database space, contact your Unified ICM support provider.

System Response When Database Nears Capacity

The system software has automatic checks to prevent the central database from becoming full:
• Warning message—When the central database begins to approach its capacity, the system software
issues a warning message. By default, this warning occurs when the database is 80% full, but you can
configure this value. Warning messages trigger an event that is registered in AlarmTracker, which the
console window displays in an EMS trace message.
• Purge Adjustment—Purge Adjustment automatically deletes the oldest historical data when the database
usage exceeds 80% threshold or when the central or HDS database nears its capacity. However, purge
adjustment does not happen immediately. It happens at the default scheduled purge time (00:30 AM),
or at the time that you have specified for the scheduled purge to happen.
By default, purge adjustment occurs when the database is 80% full, but you can specify the percentage
when you set up the Logger.
If the historical databases for the Logger, AW-HDS-DDS, AW-HDS, and HDS-DDS are not adequately
sized, the purge adjustment feature is activated when the database usage exceeds the threshold. Use the
Database Sizing Estimator tool to size your database requirements.

Note The purge adjustment feature affects performance of the Unified CCE system.
The high CPU and disk usage due to purge adjustment could affect component
performance including failures.

See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide for more on purging
information from databases.
• Emergency/Automatic Purge—By default, the system automatically deletes the oldest historical data
from all historical tables when the database exceeds 90% usage capacity.

The automatic purge ensures that the database can never become full. But, the purge means that you can lose
older historical data.

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Allocation of More Database Space

Allocation of More Database Space

If the central database is growing too large, you can allocate more space. If you require more space in the
central database, back up the primary database before you add more space. Your Unified CCE support provider
might have options for allocating more space.

Initialize Local Database (AWDB)

Normally, you do not need to initialize the local database (awdb), because initialization happens automatically
during its creation. If you ever need to initialize the local database after its creation, you can do so.

Procedure

Step 1 Double-click Initialize Local Database within the Administration Tools folder. The Initialize Local Database
main window appears.
Step 2 Select Start to transfer the data. As data is copied, the screen displays the number of rows processed for each
table.
Step 3 After the transfer is complete, select Close to exit.

General Database Administration

Because Unified ICM is a mission-critical application that runs 24 hours a day, the system software takes care
of many routine administration tasks automatically. In general, the system software retains control of most
of the database administration functions in order to keep external interference to a minimum.
The Unified ICM administrator might perform several optional Unified ICM administration tasks:
• Setting networking options
• Monitoring Logger activity
• Backing up the central database
• Restoring the central database from a backup
• Comparing databases
• Resynchronizing databases

Note To conserve system resources, minimize all Unified ICM process windows before configuring your system.

Built-In Administration
The system software maintains a database on each side of the Central Controller and the local database (awdb).
Each database consists of a group of interrelated tables. As you add or update data in the database, ensure that

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Check AWDB Data Integrity

logical relationships are maintained. For example, if you delete a trunk group, do not leave trunks in the
database that reference that trunk group. If you do, the integrity of the database is broken.
Configuration Manager prevents you from making certain changes that disrupt the integrity of the data in the
database. However, it cannot prevent all such changes. Usually, if data integrity in the local database (awdb)
is temporarily disrupted, no major problems occur. However, integrity problems in the central Unified CCE
database could cause errors in system processing.

Note To protect the integrity of the Unified CCE databases, do not use third-party tools to modify them. These
tools do not protect against disruptions of database integrity. (You can use third-party tools to view Unified
ICM data.)

When your Unified CCE support provider installs the Unified CCE system, they perform integrity checks to
make sure that the database is configured correctly. After that, the system software maintains the integrity of
the central database. You do not need to manually check the integrity of the Unified CCE central database.
If you ever have a problem with data integrity in the central database, the problem is most likely a software
problem that your Unified CCE support provider needs to address.

Caution Manual integrity checks of the central database must involve your Unified CCE support provider. Do not run
the DBCC CHECKDB procedure on the central database with the Unified CCE system running. This procedure
stops the Logger.

Check AWDB Data Integrity

You can manually check the integrity of data in the local database (AWDB). Configuration Manager provides
a Check Integrity option under the Administer menu. Configuration Manager allows you to select the checks
that you need to execute.
The specific data integrity check procedures are listed in the following table:

Table 1: Local Database Data Integrity Check Procedures

Procedure Description

Null Checks the database for the value NULL in fields that must not have the value
NULL. Checks if the value of the RoutingClient.PeripheralID is NULL for the
routing clients associated with the NIC.
Targets Checks for appropriate relationships among peripherals, targets at peripherals
(services, skill groups, agents, and translation routes), trunk groups, network
targets, announcements, and peripheral targets.

Routes and Numbers Checks if the ID fields cross-referenced from several tables correspond to the
existing records.

Scripts Checks for valid cross-references among scripts, call types, and dialed numbers.

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Logger Events

Procedure Description

Enterprise Checks for valid cross-references among enterprise services and services, and
between enterprise skill groups and skill groups. Also performs several other
checks on skill groups, trunks, and so on.

Domain Adherence Checks for valid relationships between agents and skill groups, between skill
groups and services, between labels and routing clients, between dialed numbers
and routes, and between peripherals and routing clients.

Names Checks for invalid characters in enterprise names (EnterpriseName field) in

various database tables. Enterprise names provide unique character-string names
for objects in the Unified ICM configuration.

Miscellaneous Checks rules for Outbound Option Configuration.

For more information on the specific fields checked by these procedures, see the online help for the
Configuration Manager tool.

Procedure

Step 1 Invoke Configuration Manager by double-clicking its icon in the Administration Tools folder.
Step 2 Select Configure ICM > Administration > Integrity Check from the menu bar. The Integrity Check dialog
box appears.
Step 3 Select specific checks to execute, or select All to perform all the checks.
Step 4 Select Start to perform the checks. If any integrity problems are found, the Configuration Manager displays
a message describing the problems.
Step 5 After you perform all the checks you want, select Done to dismiss the Integrity Check dialog box.

Logger Events
You can view recent Logger activity by viewing the Logger’s per-process log files. Per-process log files
document events for the specific processes running on a computer. These files are useful in diagnosing problems
with processes on the Logger (and on other nodes in the Unified ICM system).
You can also view Logger event data in the central database. The Event Management System (EMS) logs
events to the central database. Be especially aware of Error and Warning events generated by the Logger. For
example, the system software logs a Warning event when the central database becomes 80% full.
See the Serviceability Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise for more
information on viewing the per-process log files and central database event data.

Database Networking Support

You can use the SQL Server Setup program to specify which network protocols the database manager supports.
The correct order and states are:

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1. Shared Memory—Enabled
2. Named Pipes—Enabled
3. TCP/IP—Enabled
4. VIA—Disabled
See the Staging Guide for Cisco Unified ICM/Contact Center Enterprise http://www.cisco.com/en/US/products/
sw/custcosw/ps1844/prod_installation_guides_list.html for detailed information about installing SQL Server.
For more information about database networking, see the Microsoft documentation for Microsoft SQL Server.

Database Backup and Restore

A database can be lost or corrupted for several reasons. Because you cannot protect against all these reasons,
you must have a backup strategy in place. This backup strategy is especially important if you have a
nonredundant central database configuration. However, even for a redundant system, you still need to perform
backups to protect against software problems that corrupt both sides of the system.
The commonly used database backup strategies are:
• Regularly scheduled database backups
• Mirrored disk configurations
• Redundant Array of Inexpensive Disks (RAID) configurations
Although the last two strategies might decrease system performance, they have the advantage of not requiring
manual intervention. However, while these configurations protect against disk drive failure and bad media,
they might not protect against some software errors.
In a single database configuration, ensure protection against all types of errors. To protect your data, regularly
back up the central database with the SQL Administrator tool provided with SQL Server.
When you restore a database, you can only restore up to the last backup. Any transactions after that backup
are lost. In single database configurations, daily backups are required to ensure maximum data protection.

Note You must back up the entire database at each backup interval. The system software does not support the use
of transaction log dumps as incremental backups.

For general information about developing a backup strategy, including the use of mirrored disks, see Microsoft’s
SQL Server System Administrator’s Guide. For specific information about backing up a database using SQL
Administrator, see Microsoft’s SQL Administrator User’s Guide.

Database Recovery Models

When you install a Logger, HDS, or AWDB database, the ICMDBA tool automatically sets the database
recovery model to Simple. The Simple model is required for the Unified CCE data recovery mechanism.
For more information, see the Microsoft documentation.

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Database Comparison

Database Comparison
For diagnostic purposes, you can check that two databases have the same data in a specific table. For example,
you can check that the ICM_Locks table contains the same data on both sides of a Central Controller. The
tool dbdiff.exe performs this type of check. Its syntax is as follows:
dbdiff database1.table@host1 database2.table@host2

For example:
dbdiff cust1_sideA.ICM_Locks@geoxyzlgra cust1_sideB.ICM_Locks@geoxyzlgrb

The batch script diffconfig.bat invokes dbdiff for various tables to automatically compare two Unified
ICM databases. Its syntax is as follows:
diffconfig database1 host1 database2 host2

For example:
diffconfig cust1_sideA geoxyzlgra cust1_sideB geoxyzlgrb

Database Resynchronization
You might occasionally need to repair corrupt configuration data on the Logger database on one side of a
redundant Unified ICM by copying the configuration data on Logger database from the other side. You can
synchronize the configuration data on the databases using either the DOS Command window or the ICM
Database Administration (ICMDBA) tool.
The ICMDBA synchronize process involves dropping the targeted side data and copying the data from the
source. For example, if you are synchronizing side B data to side A data, the side B data is replaced with the
data stored in side A. For more information, see Synchronize Database Data, on page 73.

Note Perform these procedures in a maintenance window.

Synchronize Configuration Data between Loggers from Command Window

Procedure

Step 1 Stop the Logger for the target database, if that Logger is running.
Step 2 In a DOS Command window on the VM for that Logger, change to the \icm directory.
Step 3 Run the following command: install\syncloggers <Source_logger_server>
<Source_logger_database> <Target_logger_server> <Target_logger_database>.
Step 4 When prompted, Type Y to continue, upon which configuration of target database will be deleted and synced
with source database.

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Synchronize Configuration Data between Loggers from Command Window

What to do next
When the command is complete, restart the Logger on the target server.

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Web Setup
• Session Timeout, on page 87
• Implementing Session Timeouts, on page 87

Session Timeout
Timeout Description Range Values Default Value

Idle Timeout The time interval for which the session 5 minutes to 30 30 minutes
remains active without any activity. minutes.

Absolute Timeout The maximum time interval for which the Maximum 1440 1440 minutes
session remains active. minutes (24 hours).

Implementing Session Timeouts

Implement the session timeout configurations in the Web.xml file.

Procedure

Step 1 Implement Idle Timeout using the session configuration:

<!-- Session Configuration -->
<session-config>
<session-timeout>30</session-timeout>
</session-config>

Step 2 Implement Absolute Timeout using the session filter:

<filter>
<filter-name>sessionFilter</filter-name>
<filter-class>com.cisco.icm.websetup.filter.SessionFilter</filter-class>
<init-param>
<param-name>maxPeriod</param-name>
<param-value>1440</param-value>

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</init-param>
</filter>

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