how to add an agent to uccx

[baselzind]

Im still new to the uccx , i have read about the matter of adding an agent to uccx and so far from what i have understood is i do two steps:

1-add an ipcc extension to the end user

2-on the agent phone page i add uccx service

3-i dont have to add anything on the uccx as it will detect the user automatically

also im wondering how do i add new ipcc extensions?

are my steps correct ? please simplify any answer as im still new to uccx and i know little of it. 

[Chris Deren]

1. correct, ensure you select correct DN with proper settings, i.e. max calls/busy trigger = 2/1

2. Only if you are using IP Phone agent and not agent desktop (Finesse, CAD)

3. Correct, via the AXL integration.  

The last step once user appears as resource in CCX is to assign the agent to skill(s) and team.

To add new CCX extension you simply change the phone button template on the phone to allow additional DN and then click the "Add DN" button and assign proper DN with proper settings.

[sooriyan.a]

Hi ,

i am new cisco uccx, could you please explain in detail about agent id creation

[Chris Deren]

In UCCX the agent ID is the username of the user from CUCM, so if your CUCM is LDAP integrated then the agent ID is the LDAP username, which by the way is case sensitive. So, for example if you LDAP user is ChrisDeren then this is how you need to enter it into Finesse/CAD to login.  The agent appears in CCX as soon as you assign an IPCC extension to the user in CUCM under end users.

[Chakshu Piplani]

Hi,

Just one step that you missed and Chris did not mention is to add the device or the device profile in case of extension mobility to the RmCm application user in CUCM, so that the user can login else they might get a JTAPI error.

Regards,

Chakshu

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