Resolution
These are the IPCC Express agent configuration dependencies in CCMAdmin:
- Add a user for each resource and agent: all resources must be users in Lightweight Directory Access Protocol (LDAP) for authentication and device association for Cisco IP Contact Center (IPCC) Express extension assignments. For the location of the task, go to CCMAdmin or directly in the LDAP directory.
For the configuration steps, refer to the Adding a New User/Agent section of How to Configure ICD on CRA 2.2(1).
Enable Computer Telephony Interface (CTI) use. Remember that user IDs are case sensitive during log in.
- Create phone device or device profile for Extension Mobility: All agents must have a predefined IPCC Express extension that exists on a device or a device profile. For the location of the task, go to CCMAdmin.
For the configuration steps, refer to the Creating the Device Profile for a User section of Cisco CallManager Extension Mobility.
The device must have a line defined with the agent's IPCC Express extension. Make sure that the device and line are in a partition and region that the CTI ports and callers will have access to. IPCC Express extensions may not appear on more than one device or device profile.
- Associate the device or the device profile to the resources user: allows for IPCC Express extension assignment. For the location of the task, go to CCMAdmin.
For the configuration steps, refer to the Associating a User Device Profile to a User section of Cisco CallManager Extension Mobility.
Assign IPCC Express extension.
- Associate the phone devices that the agent will be using to the RM Java Telephony Application Programming Interface (JTAPI) user (RM JTAPI provider's user ID): the IPCC Express subsystem must be aware of all agent device state changes to ensure that it remains in synch. For example, this is how IPCC Express knows to put an Agent in Not Ready when they go off hook to make an outgoing call. For the location of the task, go to CCMAdmin.
For the configuration steps, refer to the Creating the JTAPI User Account section of How to Configure ICD on CRA 2.2(1).
All phones that will be used by IPCC Express agents must be associated devices to the RM JTAPI user. This includes all phones that agents can use for Extension Mobility.
