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khalid_ijk
Beginner

what is the steps of UCCX with CUCM

I have UCCX 8.5 and CUCM 8.0 how can i create a calling from out side and UCCX is responce that call.what is basic steps ? i try it but i m confused about steps from starting can i create a DN in CM for incoming calls ?

2 ACCEPTED SOLUTIONS

Accepted Solutions
anchoudh
Engager

Hi Khalid Khan,

Please refer the below link for integrating CUCM with UCCX.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_configuration_example09186a0080ba9902.shtml

Hope this helps.

Anand

Please rate helpful posts by clicking on the stars below the right answers !!

View solution in original post

Hi Khalid,

Please make sure that you have opted for some recording sessions in the UCCX Admin-.System parameters page.

Connect your CAD Agent's phone in daisy chain mode. (Switch port->IP phones middle LAN port->Side LAN port to Desktop\PC).

SPAN to PC port is enabled.

You can either start the recording from the CSD or CAD (enable some custom task buttons through CDA for CAD).

Make a test call and test recording.

Refer the below links\info for more information on the recording\monitoring in UCCX.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/non_release_docs/voip-mon-troubleshooting.pdf

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080bbd522.shtml

Configure Automatic Recording for CAD agents:

https://supportforums.cisco.com/docs/DOC-12335

http://www.cisco.com/en/US/prod/voicesw/custcosw/ps5693/ps14/prod_system_requirements0900aecd800e3149.pdf

Remote Monitoring on Cisco Unified Contact Center Express 8.x,

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080b5e901.shtml

check list for the voice monitor.

1.    Ensure that the CAD and CSD version installed are of the same version.

2.    For the agents phone, please ensure the following things are configured as follows:-

a.    There is no shared line for the ICD extension for the agent.

b.    Span to PC ports – Enabled

c.    PC voice VLAN access- Enabled

d.    PC port – Enabled

e.    Advertise G.722 codec- Disabled

3.    On the Agents PC:

a.    Please ensure there is no antivirus or firewall

b.    Check the NIC binding order on the machine is correct, the active LAN card should always be on top.

c.    Please check the NIC binding order by running the PostInstall on the agents PC.

•    The first screen showed the IP address of the UCCX server, click OK.

•    Then it showed the screen for the Cisco Agent Desktop Configuration Setup

•    Under the VoIP monitor service, select the appropriate  NIC or IP address under Adapter

•    Clicked Apply after selecting the NIC card.

•    Logout the agent and login back.

4.    On the Cisco Desktop Administrator, please ensure that the agents MAC address has the desktop based monitoring has the Enable Desktop Monitoring check box checked in case of desktop based monitoring and unchecked in case span based monitoring.

Couple of other threads on Recording\Monitoring,

https://supportforums.cisco.com/thread/2130076

--------------------------------

Hope this helps.

Anand

Please rate helpful posts !!

View solution in original post

7 REPLIES 7
anchoudh
Engager

Hi Khalid Khan,

Please refer the below link for integrating CUCM with UCCX.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_configuration_example09186a0080ba9902.shtml

Hope this helps.

Anand

Please rate helpful posts by clicking on the stars below the right answers !!

Dear Anand,

Thanks for this link. i have connect is now and its working fine, How can i assign incoming calls working uccx recording. from internal i have done it.

Hi Khalid,

Please make sure that you have opted for some recording sessions in the UCCX Admin-.System parameters page.

Connect your CAD Agent's phone in daisy chain mode. (Switch port->IP phones middle LAN port->Side LAN port to Desktop\PC).

SPAN to PC port is enabled.

You can either start the recording from the CSD or CAD (enable some custom task buttons through CDA for CAD).

Make a test call and test recording.

Refer the below links\info for more information on the recording\monitoring in UCCX.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cad_enterprise/non_release_docs/voip-mon-troubleshooting.pdf

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080bbd522.shtml

Configure Automatic Recording for CAD agents:

https://supportforums.cisco.com/docs/DOC-12335

http://www.cisco.com/en/US/prod/voicesw/custcosw/ps5693/ps14/prod_system_requirements0900aecd800e3149.pdf

Remote Monitoring on Cisco Unified Contact Center Express 8.x,

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a0080b5e901.shtml

check list for the voice monitor.

1.    Ensure that the CAD and CSD version installed are of the same version.

2.    For the agents phone, please ensure the following things are configured as follows:-

a.    There is no shared line for the ICD extension for the agent.

b.    Span to PC ports – Enabled

c.    PC voice VLAN access- Enabled

d.    PC port – Enabled

e.    Advertise G.722 codec- Disabled

3.    On the Agents PC:

a.    Please ensure there is no antivirus or firewall

b.    Check the NIC binding order on the machine is correct, the active LAN card should always be on top.

c.    Please check the NIC binding order by running the PostInstall on the agents PC.

•    The first screen showed the IP address of the UCCX server, click OK.

•    Then it showed the screen for the Cisco Agent Desktop Configuration Setup

•    Under the VoIP monitor service, select the appropriate  NIC or IP address under Adapter

•    Clicked Apply after selecting the NIC card.

•    Logout the agent and login back.

4.    On the Cisco Desktop Administrator, please ensure that the agents MAC address has the desktop based monitoring has the Enable Desktop Monitoring check box checked in case of desktop based monitoring and unchecked in case span based monitoring.

Couple of other threads on Recording\Monitoring,

https://supportforums.cisco.com/thread/2130076

--------------------------------

Hope this helps.

Anand

Please rate helpful posts !!

Dear eah and everything is Done. just i want to know about how to Call reached Ext after recording finished. means Dail 1 or 2 for opreator or put your Ext,

its working when i dial internal call.but when i call from PSTN recording is working but call cannot reached to Ext.

kindly sovle with me this issue,

Let me see if I understand correctly, you have a script that points an option to an extension or you enter an extension, this works fine for call originating from IP phones, but when you call from outside it does not? Do you hear the IPCC prompts and then when you enter the option or extension it does not work?  If so what error are you hearing?

Or when you call from PSTN you do not hear anything at all or get fast busy? If this is the case you need to ensure the CSS assigned to the ingress GW includes partition of the CTI Ports, not just the CTI Route Point.

HTH,

Chris

Dears ,,

How can i Assign when the recording start for caller "press 1 for Reception press 2 Oppreator"

How can i Assign these 1 , 2 numbers when any one press 1 call will transfer to direction of Ext.

Either use Menu step and map the caller inputs to desired destination and then use call redirect step to transfer the call, or use get digits strip and do the same.

HTH,

Chris

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