CCX Install Working- What's the next step

Posted Tue, 08/03/2010 - 11:17am by camdebuck

Okay, I've got my CCX server up and going.  I can connect to xxx.xxx.xxx.xxx/appadmin without any issues.  Everything apepars to be working.  However, I can't seem to find anything that really tells you what to do once the server is configured.

All I want to do is create a very simple call queue.  If all agents are busy it either players music or some message until the next available agent is ready.

First, how do I add an agent.  I believe I found a reference that indicates that I have to go into CUCM (I'm running version 7.1.5) modify the "End User" and put something in the "IPCC Extension".  Is that correct?

If that is correct, I have no idea at this pont what is next.  I know there are several applications (Cisco Agent Desktop, Cisco Supervisor Desktop, Work Flow Administrator and lastly the CCX Script Editor). 

Unfortunately, I've been unable to find out how all of these work together and how to get a simple call queue working. 

Any help in the right direction would be appreciated.

  --Cam--

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CSQ's working -- Need added functionality

by camdebuck - Aug 4 2010 - 2:16pm

Was able to get everything working by following the "Cisco Unified CCX Administration Guide, Release 7.0(1)".  This guides you through of adding agents in CUCM v7.

UCCX comes wth a default script (icd.aef) installed that basically puts calls in a a que.  Prior to adding this script as an application I setup a CSQ called "IT".  When you add the script as an application you can click on the "CSQ" radio button and then put in your CSQ that you created.  In this case in the text box I put : "IT"  (including the quotes)

I then created a trigger with a directory number of 1070.  I called it and I was soon in a the queue.  I loaded CAD (Cisco Agent Desktop) and logged in as an agent that I setup.  The call was immediately transferred to me and my desk phone was ringing.

My next step is to figure out how modify this script so that when the call is transferred to an agent they can tell where it came from.  The reason being I have English & Spanish speaking agents.  Some are dual and others only english or spanish. For those agents who are dual, they need to know if the call came from the Spanish prompt or the English prompt.

Any one any have ideas?

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