Cisco Contact Center Express (CCX)

Cisco Contact Center Express (UCCX) is a comprehensive customer interaction management solution designed for small to medium-sized businesses. It provides a robust, easy-to-deploy platform that integrates seamlessly with Cisco Unified Communications Manager, offering a range of features such as multichannel routing, advanced call handling, IVR (Interactive Voice Response), and real-time and historical reporting.

Installing CCX

Deploy the OVA file and run the installer

After it finishes, access the Web UI

Configure the AXL integration to CUCM

• AXL (Administrative XML) integration allows CCX to interface with CUCM to perform administrative tasks programmatically.
• AXL leverages SOAP (Simple Object Access Protocol) over HTTPS to enable operations such as adding, updating, deleting, and retrieving information about CUCM objects, including users, devices, and configuration settings.

Next select the licensing scheme

Next confirm the licsensing details, here we will also get a 90 day evaluation period

After that it’ll start the components activation sequence

Next select the AXL provider, since we only have one CUCM so just select the one available

Configure the JTAPI and RMCM integration to CUCM

• JTAPI (Java Telephony API) is a Java-based interface allows CCX to interact with the call processing capabilities of CUCM.
• RMCM (Resource Manager Contact Manager) manages the allocation and availability of contact center resources, such as agents and queues. It handles tasks like agent login/logout, skill-based routing, and real-time monitoring of agent status and performance.

Next configure the outbound seats, this refer to the licenses required for agents to participate in outbound dialing campaigns.

Then select the default language for prompts audio

After that, select one End User on CUCM configured as the CCX Administrator

The installation sequense is finished, the server should automatically reboots

Configuring IVR and CUCM Integration

CTI Ports

After the server rebooted, we should be able to access the CCX main menu

On Subsystem » Cisco Unified CM Telephony » Call Control Group, create CTI Ports used later by the CCX IVR Applications

This will create CTI Port Devices on CUCM

Resources

To create resources (agents), on CUCM End Users, add the the Primary and IPCC extension to that particular user

Then on the RMCM Appliaction User, add the user’s phone as the controlled device

Now on Subsystem » RmCM » Resources, that user should show up

To see the rest of CUCM users, even the one not registered as resource, and also their roles on CCX, go to Tools » User Management » User View

Resource Groups & Skills

Next on Subsystem » RmCM » Resource Groups, create a new group to contain the resources made just now

Then on Subsystem » RmCM » Skills, create new Skill to be assigned to the resources

Now back to the Resources, select the user and assign the Resource Group and the Skill

Contact Service Queue (CSQ)

Next on Subsystem » RmCM » Contact Service Queue, create a new CSQ used to manage and route incoming customer calls to the appropriate agents based on their skills

CCX Application (IVR)

Next to actually have an IVR to handle calls, go to Application » Application Management, create a new App using the template script available

Then add the trigger number

Over at CUCM, a new CTI Route Point will be created with the same extension number

Making a Call

Login to Finesse using the registered resource on https://ccx:8445/desktop/

Now if make a call to 2001, it will route the call to the CSQ that assigns the call to this user

CUIC Reporting

Access CUIC on https://ccx:8444/cuicui/

To see the report of agent’s call activities, open Agent Detail Report

To see agent’s aux activities, open Agent State Detail Report

To see the number of calls received by agents as well as with abandoned calls that was not picked by agents, open Agent All Fields Report

To drill more on the abandones calls, open Abandoned Call Detail Activity Report

To see the reports grouped by the skills, open Common Skill CSQ Activity Report

To actually see all the calls received by CCX, open Detailed Call CSQ Agent Report

• The first call with * meaning it’s handled by that particular CSQ and picked up by an agent
• The second row shows the call is abandoned on queue without getting to agent
• The last row shows that the call is abandoned while ringing on agent wihout being picked up