Cisco dCloud
Cisco Unified Contact Center Express Enablement Lab v1 Last Updated: 22-JUNE-2016 Created in Partnership withSolutions Readiness Engineers
About This Solution Unified Contact Center Express (UCCX) offers sophisticated call routing and comprehensive contact management. It includes embedded reporting for a comprehensive view of contact center statistics. UCCX provides customer segmentation with advanced, built-in, interactive voice response, and proactive customer service for a superior customer experience with integrated, outbound, call management capabilities. Multichannel capabilities include management of voice, email, web chat, and social media inquiries. Cisco Unified Contact Center Express offers: •
Sophisticated call routing and comprehensive contact management capabilities
•
E-mail, Web Chat, and social media integration
•
Automatic call distributor features, including conditional routing, call-in-queue, and expected-wait-timemessages
•
Presence integration to help increase caller satisfaction throughimproved agent performance and expertise
•
Workforce optimization, including workforce management and advanced quality management
•
Historical and real-time reports and dashboards with flexible presentation options using Cisco Unified IntelligenceCenter
•
A mobile skill manager feature that helps enable skill management on the go
This lab is intended to give the participant hands-on configuration experience with particular components and configuration elements of the Unified CCX solution. The content in this lab is focused on providing a self-paced interaction experience highlighting product features and functions specifically requested by Cisco Partners and Customers.
NOTE: Participants should have a degree of familiarity with the software, tools and methods used to deploy, configure and maintain Cisco Customer Collaboration technologies.
About This Lab Unified Contact Center Express Enablement Modules Lab •
v1 includes the following topics:
Students will observe and interact including the configuration and/or installation of the following components:
o
CAD to Finesse Migration
o
Advanced Unified CCX Scripting Techniques
o
Email and Chat Provisioning for multi-channel communications
o
Finesse Gadget Creation and Customization
o
Cisco Unified Intelligence Center Report Customization and Creation
© 2016 Cisco and/or its affiliates. All rights reserved. This document is intended for Cisco Partner Training.
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Demonstration Profile and Contact Links For more information: •
View the demonstration content on Cisco dCloud at: https://dcloud-cms.cisco.com/demo/cisco-unified-contact-center-
•
Visit the Cisco dCloud Help pages: https://dcloud-cms.cisco.com/helpfor more information and training materials.
•
Access all available Cisco dCloud demos: https://dcloud.cisco.com.
express-enablement-lab-v1.
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Table of Contents
About This Solution..................................................................................................................................... 1 About This Lab ............................................................................................................................................ 1 Lab Workflow ....................................................................................................................................................... 8 Modular Approach ............................................................................................................................................ 8
Lab Requirements ....................................................................................................................................... 9 Lab Configuration........................................................................................................................................ 9 Lab Topology ............................................................................................................................................... 9
Applications and Versions ................................................................................................................................... 10 Lab Pre-Configuration ......................................................................................................................................... 11 Unified Contact Center Express 10.6 ................................................................................................................ 11 Dial Plan .......................................................................................................................................................... 11 Certificate Management and DNS Resolution .................................................................................................. 11 Cisco Jabber .................................................................................................................................................... 11
Error! Bookmark not defined. Connecting to Your Session ............................................................................. Lab Orientation ......................................................................................................................................... 13 Connecting to Required Resources ..................................................................................................................... 13 Introduction .................................................................................................................................................... 13 Host Reference and Use Cases......................................................................................................................... 13 Create and Connect RDP Sessions .................................................................................................................... 14 Activity Complete ............................................................................................................................................ 15
Module 1: Cisco Agent Desktop (CAD) to Finesse Migration ..................................................................... 16 Module Overview ............................................................................................................................................... 16 What is Cisco Finesse? ..................................................................................................................................... 16 CAD and Finesse Mixed Mode Operation ......................................................................................................... 17 Mixed Mode Functional Caveats ...................................................................................................................... 17 CAD to Finesse Recommended Approach ........................................................................................................ 17 Module Objectives .............................................................................................................................................. 18 Unified CCX 10.6(1) Configuration Review .......................................................................................................... 18 Confirm RmCm Configuration .......................................................................................................................... 18 Enterprise Data and Workflow Assignments .................................................................................................... 20 Review CAD Workflows ................................................................................................................................... 22 Verify Operation of CAD and Supervisor Desktop ............................................................................................... 26 Launch and Log in to the Cisco Supervisor Desktop .......................................................................................... 26 Launch and Log in to the Cisco Agent Desktop ................................................................................................. 26 Place a Test Call to the Customer Service Unified CCX Script Application ......................................................... 28 Enabling CAD and Cisco Finesse Mixed Mode Operation .................................................................................... 31 Confirm Status of Cisco Finesse Services .......................................................................................................... 31 Activate Cisco Finesse Services ........................................................................................................................ 32 Confirm Finesse Service Activation .................................................................................................................. 32 Configure the Customer Service Workflow in Cisco Finesse ................................................................................ 34 Finesse Administration Overview .................................................................................................................... 34
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Access Cisco Finesse Administration ................................................................................................................ 34 Modify Call Variables Layout ........................................................................................................................... 35 Desktop Layout ............................................................................................................................................... 36 Add Phone Book .............................................................................................................................................. 36 Configure Reason Codes .................................................................................................................................. 38 Add Workflows and Actions............................................................................................................................. 39 Assigning Configured Resources to the Customer Service Team....................................................................... 41 Complete and Test Agent Team Migration ......................................................................................................... 43 Log into the Cisco Finesse Desktop .................................................................................................................. 43 Validate Cisco Finesse Workflow Elements ...................................................................................................... 45
Module 1 Conclusion .......................................................................................................................................... 47
Module 2: Advanced Unified CCX Scripting Techniques ............................................................................ 48 Module Overview ............................................................................................................................................... 48 Module Objectives .............................................................................................................................................. 49 Unified CCX 11.0(1) Configuration Review .......................................................................................................... 49 Confirm Cisco Script Application Configuration ................................................................................................ 50 Locate and Download the current Customer Service Unified CCX Script File .................................................... 51 Analyze the Customer Service CCX Application Script Work Flow ....................................................................... 52 Call Flow Review.............................................................................................................................................. 52 Place a Test Call to the Customer Service Unified CCX Script Application ......................................................... 54 Log into Unified CCX as a Customer Service Agent and Accept the Call ............................................................ 55 Observations ................................................................................................................................................... 58 Unified CCX Editor Orientation ........................................................................................................................... 59 About the Cisco Unified CCX Editor .................................................................................................................. 59 Launch the Unified CCX Editor ......................................................................................................................... 59 Open a Unified CCX Script File ......................................................................................................................... 60 Unified CCX Editor Window Layout .................................................................................................................. 61 Explore the Current version of the Customer Service Application Script ............................................................ 62 Call Variables Used in the Script ...................................................................................................................... 62 Variable Naming Conventions.......................................................................................................................... 62 Identify and Review Script Steps ...................................................................................................................... 63 Using Advanced Scripting Techniques to Enhance Caller Experience .................................................................. 70 About the Estimate Wait Time Statistic............................................................................................................ 70 Functional Workflow Objectives ...................................................................................................................... 70 Programmatic Requirements ........................................................................................................................... 70 Adding New Script Variables ............................................................................................................................ 71 Adding Unified CCX Editor Palette Steps .......................................................................................................... 74 Review Added Steps ........................................................................................................................................ 81 Validate and Save ............................................................................................................................................ 81 Upload and Refresh ......................................................................................................................................... 82 Test and Validate ............................................................................................................................................. 84 Module 2 Conclusion .......................................................................................................................................... 86
Module 3: Provisioning Finesse Agent Email and Unified CCX WebChat .................................................. 87
Module Overview ............................................................................................................................................... 87 What is Unified CCX WebChat?........................................................................................................................ 87 What is Cisco Finesse Agent Email? ................................................................................................................. 88
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Module Objectives .............................................................................................................................................. 89 Topology Review and Pre-Configuration ............................................................................................................. 89 Topology ......................................................................................................................................................... 89 Cisco Unified Contact Center Express 11.0(1)................................................................................................... 90 Cisco SocialMiner 11 ....................................................................................................................................... 91 Microsoft Exchange Server 2010 ..................................................................................................................... 91 Microsoft Internet Information Services (IIS) ................................................................................................... 91 Agent Email and WebChat Design Specifications ................................................................................................ 92 Chat and Email CSQs........................................................................................................................................ 92 Configure the Unified CCX Chat and Email Subsystem ........................................................................................ 92 Create Skills for Email and WebChat ................................................................................................................ 93 Social Miner Configuration .............................................................................................................................. 94 Mail Server Configuration ................................................................................................................................ 95 Adding Chat and Email Contact Service Queues ............................................................................................... 96 Assigning Chat and Email CSQs to the Customer Service Agent Team .............................................................. 98 Assigning Email and WebChat Skills to Agents ................................................................................................. 99 Predefined Responses ................................................................................................................................... 100 Create a Chat Web Form and Social Minder Chat Widget .............................................................................. 101 Email and Chat Channel Parameters .............................................................................................................. 104 Chat and Email Provisioning Complete .......................................................................................................... 105 Configure Cisco Finesse to Enable Agent Email and WebChat ........................................................................... 105 Configure Desktop Layout ............................................................................................................................. 105 Hosting the Chat Web Form Generated Code ................................................................................................... 107 Save chat.html to ad1.dcloud.cisco.com ........................................................................................................ 107 Restart IIS ...................................................................................................................................................... 108 Verify Web Form ........................................................................................................................................... 109 Testing Unified CCX WebChat ........................................................................................................................... 109 Log in to Cisco Finesse and Transition to Ready for Chat and Email ................................................................ 109 Test Unified CCX WebChat............................................................................................................................. 110 Testing Cisco Finesse Agent Email ..................................................................................................................... 113 Send An Email to Customer Service ............................................................................................................... 113 Reply to a Customer Email ............................................................................................................................. 113 Confirm Receipt of Reply ............................................................................................................................... 114 Last-Agent routing (Email Stickiness) ............................................................................................................. 114 Module 3 Conclusion ........................................................................................................................................ 116
Module 4: Finesse Gadget Creation and Customization Tutorial ............................................................ 117 Module Overview ............................................................................................................................................. 117 What is Cisco Finesse? ................................................................................................................................... 117 Finesse Gadgets at a Glance .......................................................................................................................... 118 Module Objectives ............................................................................................................................................ 118 Topology Review and Pre-Configuration ........................................................................................................... 119 Topology ....................................................................................................................................................... 119 Cisco Unified Contact Center Express 11.0(1)................................................................................................. 119 Microsoft Internet Information Services (IIS) ................................................................................................. 120 An Overview of Gadget Operation .................................................................................................................... 120 What is the WebService Sample Gadget ........................................................................................................... 121
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Basics of Operation ....................................................................................................................................... 121 How Will We Use It? ...................................................................................................................................... 121 Download Gadget Code from Cisco DevNet ...................................................................................................... 121 The Anatomy of a Gadget ................................................................................................................................. 122 Create the Current Promotion XML File ............................................................................................................ 123 Create the New CurrentPromotion.xml File ................................................................................................... 123 Save the CurrentPromotion.xml File to the IIS Web Server ............................................................................ 124 Restart IIS on ad1.dcloud.cisco.com............................................................................................................... 124 Verify Accessibility of CurrentPromotion.xml ................................................................................................. 125 Edit the WebService JavaScript File .................................................................................................................. 125
Edit the Gadget Definition File WebService.xml ............................................................................................... 127 Edit the Gadget Header ................................................................................................................................. 128 Edit the Gadget Body ..................................................................................................................................... 129 Edit the Cascading Style Sheet (CSS) Associated with the Gadget ..................................................................... 129 Hosting the WebService Gadget in Finesse on Unified CCX ............................................................................... 131 Set the password for the Cisco Unified CCX 3rd Party Gadget Directory .......................................................... 131 Upload Gadget Files to the Cisco Finesse 3rd Party Gadget Directory .............................................................. 132 Observe the Finesse Agent Desktop Layout Prior to Gadget Deployment ........................................................ 134 Add the Gadget to the Finesse Agent Desktop Layout ...................................................................................... 135 Confirm Operation of the Custom Cisco Finesse Gadget ................................................................................... 140 Module 4 Conclusion ........................................................................................................................................ 142
Module 5: Cisco Unified Intelligence Center (CUIC) Report Customization and Creation ....................... 143 Module Overview ............................................................................................................................................. 143 What is Cisco Unified Intelligence Center Standard? ...................................................................................... 143 What is Cisco Unified Intelligence Center Premium? ...................................................................................... 143 Module Objectives ............................................................................................................................................ 144 Unified CCX 11.0(1) Configuration Review ........................................................................................................ 145 Lab Module Preparation ................................................................................................................................... 145 CUIC Administration ......................................................................................................................................... 146 CUIC Interface Layout ....................................................................................................................................... 147 Configuring CUIC for an End User ...................................................................................................................... 148 Log In to CUIC Standard ................................................................................................................................. 148 Create a Dashboards Sub-Category for Customer Service .............................................................................. 148 Grant Security Privileges to a System End User .............................................................................................. 150 Create and Customize a Report......................................................................................................................... 151 Log in to CUIC as an End User ........................................................................................................................ 151 Customize the Report by editing the data View ............................................................................................. 152 Customize the Report further by editing the Default Filter ............................................................................ 155 Run a Stock and Custom Report and Compare ............................................................................................... 155 Create a Dashboard .......................................................................................................................................... 157 Modify a Report for Use in a Dashboard ........................................................................................................ 157 Create a new Dashboard ............................................................................................................................... 158 Add items to a Dashboard ............................................................................................................................. 159 Getting Started with Unified Intelligence Center Premium ............................................................................... 161 Integrating CUIC Premium with Unified CCX ..................................................................................................... 161 Identify Reporting Requirements and Design a CUIC Report ............................................................................ 165
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Customer Report Requirements and Existing Capabilities .............................................................................. 165 Expanding on and Clarifying Reporting Requirements .................................................................................... 166 Based on the requirements specified our report data set should include the following viewable data: .......... 166 Visual Presentation ....................................................................................................................................... 166 Identifying SQL Programming to Create a Report Data Source ....................................................................... 167 Create a Report Definition and Parameter Value List ....................................................................................... 167 Create the Report Definition ......................................................................................................................... 167 Create a Value List for the @VoiceApplicationName Parameter .................................................................... 172 Complete Parameter Configuration using a Value List.................................................................................... 174 Create a Report using the new Report Definition ............................................................................................. 175 Customize Data Grid View of the New Report................................................................................................ 177 Create a Pie Chart Data View ......................................................................................................................... 178 Test Report Execution ....................................................................................................................................... 180 Test the Chart Data View ............................................................................................................................... 182 Export the Packaged Report and Import to CUIC Standard ............................................................................... 182 Test Imported Call Summary By Inquiry Type Report ..................................................................................... 185 Module 5 Conclusion ........................................................................................................................................ 186
Lab Conclusion ........................................................................................................................................ 186 Appendix A: CAD to Finesse Migration Tool ........................................................................................... 187 What is Migrated? ......................................................................................................................................... 187 Download the Utility ..................................................................................................................................... 187 Export the CAD configuration using the Utility ............................................................................................... 188 Importing the CAD configuration to Finesse using the Utility ......................................................................... 191
Appendix B Technical Reference Documents .......................................................................................... 192 CAD to Finesse Migration .................................................................................................................................. 192 Scripting with Unified Contact Center Express 11 ............................................................................................. 192 Provisioning the Chat and Email Subsystem ..................................................................................................... 192 Reporting System Technical Reference ............................................................................................................. 192
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Lab Workflow Modular Approach The lab consists of a series of five modules, each of which is designed to require between 45 to 60 minutes. All modules are designed to operate independently so that students with limited time may choose those topics most important to a personalized professional development approach.
NOTE: Modules may be completed in any order desired. The greatest learning benefit will be realized when approached in sequential order and through completion of each activity. •
Module 1: Cisco Agent Desktop (CAD) to Finesse Migration
•
Module 2: Advanced Unified CCX Scripting Techniques
•
Module 3: Finesse Agent Email and Unified CCX WebChat Provisioning
•
Module 4: Finesse Gadget Creation and Customization Tutorial
•
Module 5: Cisco Unified Intelligence Center Report Customization and Creation
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Lab Requirements The table below outlines the requirements for this preconfigured lab activity. Table 1.
Lab Requirements
Required
Optional
•
Laptop with Cisco AnyConnect
•
Mobile or Office Telephone with Domestic Long Distance Capability
•
None
Lab Configuration This lab contains preconfigured users and components to illustrate the scripted scenarios and features of this solution. All information needed to access the lab components is in theTopology and Servers menus of your active session. •
Topology Menu . Click on any server in the topology and a popup window will appear with available server options.
•
Servers Menu . Click on
Table 2.
or
next to any server name to display the available server options and credentials.
Preconfigured Us er Information
User Name
User ID
Password
Endpoint Devices
Phone
Charles Holland
cholland
C1sco12345
Cisco Jabber for Windows
6018
Ema il/Directory URI
[email protected]
Anita Perez
aperez
C1sco12345
Cisco Jabber for Windows
6017
[email protected]
Lab Topology This demonstration includes several server virtual machines. Most of the servers are fully configurable using the administrative level account. Administrative account details are included in the lab guide steps where relevant and in the server details table. Figure 1.
Lab Topology Overview
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Table 3.
Server Details
Name
Description
Host Name (FQDN)
IP Address
UCCX1
Unified Contact Center Express 10.6(1)SU1
uccx1.dcloud.cisco.com
198.18.133.19
Username ccxadministrator
Password dCloud123!
UCCX2
Unified Contact Center Express 11.0.1
uccx2.dcloud.cisco.com
198.18.133.20
ccxadministrator
dCloud123!
CCX-SM1
Cisco Social Miner 11.0
ccx-sm1.dcloud.cisco.com
198.18.133.21
administrator
dCloud123!
CUIC1
Unified Intelligence Center Premium 11
cuic1.dcloud.cisco.com
198.18.133.22
administrator
dCloud123!
UCM1
Communications Manager 11.0 (Call Control)
ucm1.dcloud.cisco.com
198.18.133.3
administrator
dCloud123!
IMP1
IM & Presence 11.0 (Presence and Chat)
cup1.dcloud.cisco.com
198.18.133.4
administrator
dCloud123!
CUC1
Unity Connection 11.0 (Voicemail)
cuc1.dcloud.cisco.com
198.18.133.5
administrator
dCloud123!
AD1
Active Directory, DNS, ADFS2.0
ad1.dcloud.cisco.com
198.18.133.1
administrator
C1sco12345
Exchange
Exchange 2010
mail1.dcloud.cisco.com
198.18.133.2
administrator
C1sco12345
Workstation 1
Windows 7
wkst1.dcloud.cisco.com
198.18.133.36
cholland
C1sco12345
Workstation 2
Windows 7
wkst2.dcloud.cisco.com
198.18.133.37
aperez
C1sco12345
NOTE: Two passwords are used throughout this lab. Password1 dCloud123! ( ) is used across all Cisco Collaboration components and Linux hosts. Password2 C ( 1sco12345 ) is used for all Microsoft Active Directory accounts including administrative, service, and demonstration accounts. This applies to both Platform and Administrative user accounts within Cisco Collaboration Applications.
Applications and Versions The Table below provides details on the software components used in this Lab. Table 1.
Software Versions
Software Description Cisco Unified Communications Manager
Version Installed 11.0.1.10000-10
Cisco Unified IM and Presence Service
11.0.1.10000-6
Cisco Unified Contact Center Express 11.x
11.0.1.10000-75
Cisco Unified Contact Center Express 10.6
10.6.1.11001-31
Cisco Social Miner
11.0.1.10000-36
Cisco Unified Intelligence Center Premium
11.0.1.10000-107
Cisco Unity Connection
11.0.1.10000-10
Microsoft Windows Server (AD, DNS, IIS)
Microsoft Windows Server 2008 R2 with Hotfix 3
Microsoft Exchange
Microsoft Exchange 2010
External DNS server
Microsoft Windows Server 2008 R2
Mail Server
Microsoft Windows Server 2008 R2 with Exchange 2010
Demonstration Workstations
Microsoft Windows 7
Cisco Jabber for Windows
11.x
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Lab Pre-Configuration In order to save time, certain elements of this lab have been pre-configured in advance to provide a baseline starting point. Please review this section before proceeding to the first configuration activity.
Unified Contact Center Express 10.6 This lab focuses primarily on feature configuration using Unified Contact Center Express (UCCX) version 11.0.1, however to illustrate the Cisco Agent Desktop (CAD) to Finesse migration process a standalone instance of Unified Contact Center Express 10.6(1) SU1 mirroring the Team, Users, Skills, CSQs and other fundamental configuration elements of the version 11.0.1 host has been implemented.
Dial Plan Basic Class of Control elements are pre-defined as follows: Table 2. Partition
Partitions Description
ALL -DN-PT
Col lab orat io n Spec ial ist Trai ni ng DN Part it io n
ALL -URI-PT
Col lab orat io n Spec ial ist Trai ni ng URI Part it io n
Table 3.
Calling Search Spaces
Calling Search Space
Partitions
CST-DN-PT
ALL-DN-PT, ALL-URI-PT, (All System Generated Partit ion s)
Certificate Management and DNS Resolution All components of this Lab environment are provisioned with SSL certificates signed by a Micro soft Window s Server 200 8
Certificate Services server running on ad1.dcloud.cisco.com . Workstations used for configuration and demonstration are provisioned to trust ad1.dcloud.cisco.com
as a Trusted CA.
In addition, all Collaboration systems used in this lab are configured with Fully Qualified Domain Names and each is resolvable via hostname lookup.
Cisco Jabber Cisco Jabber is used exclusively for allUCCX Agent telephony functions.
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Get Started Follow the steps below to schedule your demonstration and configure your demonstration environment. 1.
Browse to dcloud.cisco.com, choose the location closest to you, and then log in with yourCisco.com credentials .
2.
Schedule a session.[Show Me How]
3.
Test your connection. [Show Me How]
4.
Verify that the status of your session is Acti ve in My Dashboard > My Sessions .
NOTE: It may take up to 30 minutes for your session to become active. 5.
Click View to open the active session.
1.
For best performance, connect to the workstation with Cisco AnyConnect VPN [Show Me How] and the local RDP client o n
your laptop [Show Me How] •
Workstation 1: 198.18.133.36, Username: dcloud\cholland , Password: C1sco12345
NOTE: You can also connect to the workstation using the Cisco dCloud Remote Desktop client [Show Me How]. The dCloud Remote Desktop client works best for accessing an active session with minimal interaction. However, many users experience connection and performance issues with this method.
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Lab Orientation NOTE: Read and Complete the Activities i n this secti on befor e proceeding . Connections to lab hosts require an active connection to the assigned Lab session via the Cisco AnyConnect VPN Client.
Connecting to Required Resources Introduction The student will be using a series ofRemo te Desktop Protocol (RDP) sessions to Microsoft Windows workstations and servers in order to complete the following: •
•
•
Access Administrative Interfaces for Configuration Interact with the Unified CCX Applications and Tools used in this lab Test features and functionality
In this activity, the student will configure and connect the RDP sessions required and referenced throughout the lab.
NOTE: Connections to lab hosts require an active connection to the assigned session through the Cisco AnyConnect VPN Client. The table below identifies the hosts, use cases, and credentials required when connecting. Name
Use Case
Host Name (FQDN)
IP Addr ess
Domain\Usern ame
Password
Workstation 1
Primary Configuration Workspace , Demonstration User Charles Holland
wkst1.dcloud.cisco.com
198.18.133.36
dcloud\cholland
C1sco12345
Workstation 2
Demonstration User Ani ta Per ez
wkst2.dcloud.cisco.com
198.18.133.37
dcloud\aperez
C1sco12345
AD1
Active Directory, DNS, IIS
ad1.dcloud.cisco.com
198.18.133.1
dcloud\administrator
C1sco12345
Throughout this guide, steps will instruct the student toOpen or Switch to the RDP session co nnected to one of the hosts referenced above. These statements always reference the FQDN of the host accompanied at times by contextual information. All FQDNs should be resolvable directly from the student workstation (while connected to session via VPNrequired ), however IP addresses may be used as well.
Host Reference and Use Cases •
wkst1.dcloud.cisco.com (Workstation 1) o
Lab User Assignment: Charles Holland
o
:
Windows Logon Account: cholland
Windows Logon Domain: dcloud
Windows Logon Password: C1sco12345
Use Cases: Workstation 1is the primary anchor point for configuration activities in addition to hosting the Cisco Supervisor Desktop client for lab userCharles Holland
•
wkst2.dcloud.cisco.com (Workstation 2) o
:
Lab User Assignment: Ani ta Perez
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o
Windows Logon Account: aperez
Windows Logon Domain: dcloud
Windows Logon Password: C1sco12345
Use Cases: Workstation 2 is assigned to lab user Ani ta Perez . Workstation 2 is used only for demonstration and testing of features
•
ad1.dcloud.cisco.com (Workstation 2) o
o
:
Lab User Assignment: Adm inistr ato r
Windows Logon Account: administrator
Windows Logon Domain: dcloud
Windows Logon Password: C1sco12345
Use Cases: AD1is used as part of Module 3 in order to host the Web Form for Unified CCX WebChat .
Create and Connect RDP Sessions NOTE: These Steps will be repeated for each host specified, until an active connection has been created for each. From the Student’s personal computer
:
1.
Click Start > All Programs > Accessories > Remote Desktop Connect ion .
2.
Click Options .
3.
Choose the Local Resources tab.
4.
Click Settings , under Remote audi o .
5.
Choose Play on this computer
Figure 2.
and Do Not Record .
Audio Playback
6.
Click OK.
7.
Click the Experience tab.
8.
Choose LAN (10Mbps or hi gher) from the connection speed menu.
Figure 3.
LAN Connection Speed
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9.
Click the General tab and fill in theComputer and Username fields based on the table below, according to the host to which you are connecting:
Table 4.
RDP Connection Settings WKST1
WKST2
AD1
Computer:
wkst1.dcloud.cisco.com or 198.18.133.36
wkst2.dcloud.cisco.com or 198.18.133.37
ad1.dcloud.cisco.com or 198.18.133.1
Username:
dcloud\cholland
dcloud\aperez
dcloud\administrator
10. Click All ow m e to save c rede ntial s . 11. (Optional) Click Save and use the Save As file dialog to name and save the session definition to your computer. Figure 4.
Saving Session Settings
12. Click Connect . 13. When prompted, enter the Password: C1sco12345 and click Remember my credentials . 14. Click OK. 15. Acknowledge any warnings to proceed. 16. Repeat Steps 1-15 for each Host listed in table 3.
Activity Complete This activity is complete when the student has three active RDP sessions to the hosts listed in the table above.
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Module 1: Cisco Agent Desktop (CAD) to Finesse Migration ATTENTION: Students MUST complete the activities Connecting to Your Sessionand Lab Orientation prior to working on this lab module. This ensures an activeCisco Any Connect VP N session to your assigned lab session and activeRDP connections to
wkst1.dcloud.cisco.com , wkst2.dcloud.cisco.com , and ad1.dcloud.cisco.com .
Module Overview In this Module, we will explore the process for migrating a team of Unified CCX Agents and Supervisors who are using the Cisco Agent and Supervisor Desktop applications to Cisco Finesse . This is a common situation for existing CCX installations, and is required prior to upgrading to Unified Contact Center Express 11, which no longer maintains support for the CAD/CSD client applications. In order to maintain consistency of service, CAD workflows and configuration elements must be migrated to Finesse prior to an upgrade to Unified CCX 11.
What is Cisco Finesse? Finesse is a browser based Single Customizable Desktop Interface for both Agents and Supervisors. The interface is a compilation of customizable tables for various desktop layouts. It allows the Agent to change their state and interact with CRMs, 3rd Party tools, Recording or reporting via customizable Gadgets. Figure 5.
Cisco Finesse Desktop
Cisco Finesse can use third Party Gadgets to imbed applications into its interface or using REST API imbed the Finesses API into a customer’s own application. Gadgets use existing web standards:
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•
XML to define metadata
•
HTML for markup
•
JavaScript for interactivity
•
CSS for presentation
•
Follow OpenSocial Gadget specification (Metadata storage and Content)
CAD and Finesse Mixed Mode Operation Mixed mode operation can be summarized as a situation in which at least one team(s) of Unified Contact Center Express Agents/Supervisors are leveraging the CAD and CSD client tools to log in and accept ACD calls, while Cisco Finesse Desktop services have been activated on the Unified CCX server or HA cluster. Mixed mode operation is intended to facilitate Agent migration to the Cisco Finesse Desktop and first became available with Unified CCX release 10.6(1). It requires the application of a Cisco Options Package to enable the functionality. With the subsequent release of Unified CCX 10.6(1) SU1, the Cisco Options Package is no longer required (or available) and mixed mode capability is included in the release.
NOTE: In order to run in Mixed Mode you must upgrade to Unified Contact Center Express 10.6(1)SU1 or greater.
Mixed Mode Functional Caveats When CAD Finesse Mixed Mode operation is enabled, the following functional caveats must be observed: •
The Agent Web Chat feature is ONLY available when using Cisco Finesse Desktop.
•
The Agent E-mail feature is ONLY available when using Cisco Finesse Desktop.
•
Cisco Finesse supervisors CANNOTaccess recordings previouslymade with CAD or CSD. It is recommended to archive the recordings made with CAD and CSD.
Because of these functional limitations when operating in mixed mode it is imperative that certain guidelines be followed when enabling this mode of operation with the intention of migrating from CAD to Finesse.
CAD to Finesse Recommended Approach A team is defined as one or more supervisors managing a group of agents receiving contacts from one or more Contact Service Queues (CSQs). •
Agents and supervisors shouldbe migrated by team where all agents and supervisors within asingle team use either Finesse or CAD/CSD exclusively. Supervisors logged into CSD CANNOT manage agents logged into Finesse and reverse is also true.
•
Prior to migration of a team, Cisco Finesse workflowsmatching those functional capabilities ofthe CAD workflow should
•
Move all Agents who handle Chat and Email to Finesse at the same time and as soon as possible after enablingFinesse
be created.
services. These functions will only be available when using the Finesse desktop.
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Module Objectives In this module, we will migrate theCustomer Service agent team currently using theCisco Agent Desktop and Cisco
Supervisor Desktop to Cisco Finesse by performing the following tasks: •
Review the Unified CCX identifying activeTeams and CAD workflows to be migrated to Cisco Finesse
•
Test current inbound call routing and CAD voice workflow and observe results
•
•
•
•
Activate Finesse Services Use the Finesse Desktop Administration interface to configure required Workflows Complete Finesse Migration Test inbound call routing and workflow after Finesse Migration
Unified CCX 10.6(1) Configuration Review Unified Contact Center Express 10.6(1) SU1 has been installed and provisioned with active agents and teams as part of this lab exercise. The following tables define the basic configuration of the system as part of the lab pre-configuration. Table 5.
Configured Teams
Name
Primary Supervisor
Agents Assigned
CSQs Assigned
Customer Service
Charles Holland
Ani ta Per ez, Char les Ho ll and
CustomerService_Voice
Product Support
Shannelle Macks
Shannelle Macks
ProductSupport_Voice
Table 6.
Primary Demonstration Users
Name
Use Case
IPCC Ext
Logi n ID
Passwor d
Charles Holland
Act s as bo th a Super vi sor and Agen t f or th e Customer Service Team
6018
cholland
C1sco12345
Anita Perez
Acts as the primary Agent for the Customer Service team
6017
Aperez
C1sco12345
Shannelle Macks
Supervisor and Agent for Product Support (not used for feature demonstration)
6019
smacks
C1sco12345
Table 7.
Contact Service Queues (CSQs)
Name
Use Case
Skill Name
Skill Level
CustomerService_Voice
Voice Contact CSQ for Customer Service Calls
Customer Service
Minimum - 5
ProductSupport_Voice
Voice Contact CSQ for Product Support
Product Support
Minimum - 5
Confirm RmCm Configuration 1.
Open or bring focus to the RDP session connected to wkst1.dcloud.cisco.com
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(Charles Holland).
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2.
Launch Mozilla Firefox by clicking on the shortcut in the task bar [
3.
From the homepage, navigate to Colla boration Admin Links > Cisco Unified CCX 10.6 .
Figure 6.
].
Unified CCX Admin Web Link
4.
Click the Cisco Unified Contact Center Express Administration
5.
Log in to Unified CCX as administrator with password: dCloud123! .
6.
From the menu, choose Subsystems > RmCm > Teams .
Figure 7.
7.
RmCM > Teams
Observe the entries for both Customer Service and Product Support .
Figure 8.
8.
hyperlink.
Configured Teams
Click the hyperlink for Customer Service .
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9.
Confirm that the configuration matches the graphic below:
Figure 9.
Team Configuration
10. From the menu, choose Subsystems > RmCm > Resources . 11. Confirm that the list of Resources matches the list below. Figure 10.
Resources
12. From the menu, choose Subsystems > RmCm > Contact Service Queues . Figure 11.
RmCM > Contact Service Queues
13. Confirm that the CSQs provisioned match the graphic below: Figure 12.
Contact Service Queues
Enterprise Data and Workflow Assignments In a Unified CCX deployment using the legacyCisco Agent Desktop (CAD) tool, we must access and navigate theCisco
Desktop Administrator web interface to identify certain components of the voice contact workflow including: •
Call Variable Data captured through the execution of a Unified CCX application script
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•
Data Fields presented to an agent
•
Workflow groups assigned to Unified CCX agents Use the menu in the upper right of the Unified CCX Administration
1.
Figure 13.
page to choose Cisco Desktop Administrator .
Choose Cisco Desktop Ad ministration
2.
Click Go .
3.
From the navigation pane on the left, click the + (plus sign) next to the Services Configuration label.
4.
Expand Enterprise Data by clicking the + (plus sign) directly to the left of the label.
5.
Click the hyperlink for Fields .
Figure 14.
Enterprise Data Fields Link
Locate the Search For filter and type Call V . Click Find .
6.
Figure 15.
Search String
The following Custom Call Variables (also referred to as Peripheral Call Variables in the UCCX Script editor), are being
7.
written for each incoming call: •
Call Variable 1 – The type of customer inquiry represented by a string of text is stored and set in this variable. This data is both written to the CCX database and presented to theCustomer Service agent. Possible options are:
•
o
New Order
o
Existing Order
o
Other
Call Variable 2 – The Unified CCX Script captures theCalli ng Number (ANI) of the incoming voice contact and the data is both recorded in this variable and presented to theCustomer Service agent.
Figure 16.
Configured Call Variables
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NOTE: A full analysis of the data collected duringUnified CCX application script execution and how certain data elements are associated with a contact is part ofModule 2: Advanced Unified CCX Scripting Techniques . 8.
From the navigation pane on the left, click the + (plus sign) next to the Personnel label.
9.
Click the hyperlink for Age nts.
Figure 17.
Agents Link
10. Confirm that both Charles Holland and Ani ta Perez are assigned to the Customer Service Workflow Group. This is how a CAD Workflow configuration is applied to a Unified CCX Agent. Figure 18.
Agent Workflow Assignments
Review CAD Workflows Next, we will use the Cisco Desktop Admini strator application to review the assignedWorkflow Configuration
identified in the
previous step. Of particular importance will be the following: •
Reason Codes fo r Log out and Not Ready
•
Phone Books
•
Voice Contact Work F low Acti ons (Macros) applied to members of the Customer Service team. These items will need to be replicated as Cisco Finesse workflows.
1.
Launch the Cisco Desktop Administrator
Figure 19.
utility by clicking on the icon in the taskbar ofwkst1.dcloud.cisco.com .
Desktop Administrator Icon
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2.
Use the Left hand navigation pane to expand Call Center 1 > Work Flow Configuration
> Work Flow Groups > Customer
Service . Click Reason Codes . Figure 20.
3.
Reason Codes Navigation
Observe that the following Reason Codes are assigned to the Logout function: •
Figure 21.
100 – End Of Shift and 101 – Lunch Logout Codes
4.
Click the Not Ready tab to review the assigned reasoned codes.
5.
Confirm that the following Reason Codes are assigned to the Not Ready function: •
Figure 22.
102 – Break and 103 – Training Not Ready Codes
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6.
Review the configured Phone Book for this Workflow Group by clicking thePhone Book menu option from the menu tree.
7.
Click Edit to review the current Phone Book .
Figure 23.
8.
Phone Book
As part of the Cisco Agent Desktop to Cisco Finesse migration process, any provisionedPhone Books should be
Exported as CSV files for later import into theCisco Finesse Desktop Administration 9.
portal. Click Export .
From the Export Phone book dialog, click Brow se to a Different Folder .
10. Navigate to Desktop\CCX-Enablement\Module1 and click Open . 11. Click OK to complete the export. Figure 24.
Phone Book Export Parameters
12. Click OK to close the Phone Book Editor . 13. From the left hand navigation paneexpand CAD Agent and choose Voice Contact Work Flows . Figure 25.
Contact Work Flow Navigation
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14. Choose Default and click Edit . Figure 26.
Choose Default
15. From the Voice Contact Work Flow
configuration editor, choose the entry forAnswered under Events .
16. Under Rules highlight CallAnswered , and then choose Finesse Sample Gadgets . Figure 27.
Choose Rule to Edit
17. Click Edit to view the actions associated with this rule. 18. Notice that this is a simple HTTP Get Action , the result of which is pushed to the main browser window of theCisco Agent
Desktop . When a call is Answer ed by an agent, the integrated CAD browser will redirect to the Cisco Finesse Sample Gadgets page hosted on Cisco DevNet . Figure 28.
Edit Rule Action
19. The URL to which the browser is redirected is a concatenation ofProtocol , Host , and Path . In our case: https://developer.cisco.com/site/finesse/downloads/sample-gadgets . 20. Click Cancel to exit the HTTP Action Setup configuration dialog. 21. Close the Cisco Desktop Workflow Administrator
application by clicking theX in the upper right-hand corner of the window.
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Verify Operation of CAD and Supervisor Desktop Customer Service team. Our next We have reviewed the baseline configuration of Resources, Teams, and Workflows for the objective will be to test both the CSD and CAD tools and validate expected operation of the configured workflow.
Launch and Log in to the Cisco Supervisor Desktop 1.
From the desktop of wkst1.dcloud.cisco.com , launch the Cisco Supervisor Desktop
application by clicking on the icon in
the taskbar. Figure 29.
Launch Supervisor Desktop
2.
If prompted regarding an incompatible JRE version for agent e-mail, click No .
3.
In the Log in field type cholland . In the Password field, type C1sco12345 .
4.
Click OK.
5.
Acknowledge the message regarding Call Intervention by clicking OK when prompted.
6.
From the Select Team drop down menu, chooseCustomer Service .
7.
Note that there are currently no agents actively logged in and taking calls.
Figure 30.
Choose Agents
Launch and Log in to the Cisco Agent Desktop 8.
Switch to the RDP session connected to wkst2.dcloud.cisco.com
9.
Launch the Cisco Agent Desktop application by clicking on the icon in the Windows taskbar.
Figure 31.
(Anita Perez).
Launch Agent Desktop
NOTE: Cisco Jabber is used exclusively as the agent telephony endpoint for these lab exercises. Jabber is already running on both wkst1.dcloud.cisco.com
and wkst2.dcloud.cisco.com
and is configured to launch and authenticate at Windows Login.
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10. Log in using the following details: •
ID: aperez
•
Password: C1sco12345
•
Extension: 6017
Figure 32.
Log in to Agent D esktop
11. Click OK. 12. Confirm that login is successful andthat Cisco Agent Des ktop indicates that it is in Full Service and Ani ta Perez is in the
Not Ready state by default. Figure 33.
Cisco Agent Desktop
13. Observe that the CAD integrated browsertab is configured to use www.google.com as the start page. 14. Transition Anita Perez to a Ready state by clicking the associated icon on theCAD menu bar. Figure 34.
Transition to Ready
15. Confirm that the CiscoAgent Desktop statusis Ready .
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16. Switch to the RDP session connected towkst1.dcloud.cisco.com 17. If necessary, bring the Cisco Supervisor Desktop
(Charles Holland).
application into focus.
18. Click the + (plus sign) to the left ofAgents in the navigation pane on the bottom left. Observe thatAni ta Perez is now logged in and in a Ready state. Figure 35.
Expand Agent View
Place a Test Call to the Customer Service Unified CCX Script Application Next, we will place a test call to verify operation of theCAD application and the results of the configuredCisco Agent Desktop workflow reviewed earlier. You may either use theCisco Jabber client on wkst1.dcloud.cisco.com
or dial through the PSTN
directly.
NOTE: The preferred method of UCCX script testing is via dial-in from the PSTN. This is to ensure clearer prompt playout and higher overall call quality. 1.
Locate the Session Details tab for your lab session indCloud . This will list the automatically assigned DIDs for the session and the Directory Number (DN ) to which to the DID corresponds. In this case, you should locate theDID associated with
Directory Number 7800. Consult the graphic below for reference. Figure 36.
2.
Locate DN 7800 under Session DIDs
From a telephone with long distance dialing capability,dial the DID listed. In the example above (Figure 36) the number would be +1(919) 474-5520.
3.
Alternatively, from the Cisco Jabber client on wkst1.dcloud.cisco.com (Charles Holland) type: 7800 into the Call or Search field and press Enter or click the green call button.
Figure 37.
4.
Call from Cisco Jabber
You will be prompted with the following menu choices:
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•
5.
For new orders, press 1.
•
For questions regarding an existing order, press 2.
•
For all other inquiries, press 3.
Press 1 on the telephone or Cisco Jabber keypad to continue. Based on the menu option you choose theicd.aef script sets the value of the strInquiryType String variable to New Order .
6.
Switch to the RDP session connected to wkst2.dcloud.cisco.com
7.
Click the Answer/Dr op button on the Cisco Agent Desktop menu bar to answer the call.
Figure 38.
8.
(Anita Perez) in order to answer the incoming call.
Use CAD to Answer the Call
Observe that the following call data is passed to the CAD client and that the integrated browser has performed a redirect to the Finesse sample gadgets page on Cisco DevNet. •
Inquiry Type: New Order
•
Calling Number: (your srcinating calling number)
Figure 39.
Cisco Agent Desktop with W orkflow Elements
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NOTE: Recall that in our configuration review we identified thatCall Variable 1 is programmed to hold the value forInquiry Type . This is achieved by using aSet Enterprise Call Info
step from within the Unified CCX Script Palette and setting that value equal to
the contents of the strInquiryType variable. Module 2 – Advanced Unified CCX Scripting Techniques , provided detailed coverage of this topic. 9.
If the results of the test call aresimilar to thosedisplayed in thegraphic above then wehave successfully confirmedthe action
Cisco Agent of the Unified CCX script application, parsing of call variables, and the expected behavior of the configured Desktop workflow actions associated with the workflow group is matched. 10. Hang up the active phone call. This concludes the CAD/CSD validation activity.
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Enabling CAD and Cisco Finesse Mixed Mode Operation Customer Service team currently In the previous activities we validated the current CAD/CSD workflow configuration of the configured on our Unified CCX 10.6(1)SU1 instance. We performed functional testing of theCisco Agent and Cisco Supervisor
Desktop applications to confirm operation of the tools and configured desktop workflows. At this point, we are ready to activate Cisco Finesse services and enter Mixed Mode operation in preparation to migrate the
Customer Service team from CAD/CSD to Cisco Finesse .
Confirm Status of Cisco Finesse Services In Unified CCX version 10.6(1) and earlier, Finesse services must be explicitly enabled by a system administrator. This process requires authentication using the platform administrator account and access to the Unified CCX CLI interface. 1.
Switch focus to the RDP session connected to wkst1.dcloud.cisco.com
2.
If the Cisco Supervisor Desktop
3.
Launch the PuTTY terminal emulator by clicking the icon [
4.
Highlight the entry for uccx1 and click Load .
Figure 40.
(Charles Holland).
is in focus, minimize it at this time. ] in the windows taskbar.
Choose Session and Load
5.
Click Open .
6.
Log in with username administrator and password dCloud123! .
7.
Type the following command followed by the Enter key to validate that Cisco Finesse is currently deactivated: uti l s s erv i ce l i st
8.
Ensure that the status of the Cisco Finesse Tomcat service is [STOPPED] – Service Not Activated .
Figure 41.
Service Status
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Activate Cisco Finesse Services 9.
Activate Cisco Finesse by typing the following command followed by theEnter key. ut i l s uccx f i nesse acti vat e
10. When prompted: Do you want to proceed?
Type yes and press the Enter key.
11. The Cisco Finesse activation process will commence. You should be prompted asbelow. Figure 42.
Confirm Activation Request
NOTE: It may take several minutes forCisco Finesse activation to complete. 12. Once complete, a messageindicating successful activation and the requirement to reboot the Unified CCX server will be displayed. Figure 43.
Confirm Activation
13. To finalize the Cisco Finesse activation, reboot the node by typing the following command: uti l s sy ste mr esta rt
14. Type yes when prompted to proceed. 15. After system shutdown, the active PuTTY session will be disconnected. Acknowledge any messages displayed and close the
PuTTY window. 16. Wait at least 5 min utes before proceedin g to the next section .
Confirm Finesse Service Activation 1.
Launch the PuTTY terminal emulator by clicking the icon in the windows taskbar.
2.
Highlight the entry for uccx1 and click Load .
3.
Click Open to launch the CLI session.
4.
Log in with the username administrator and password dCloud123! .
5.
Type the following command followed by the Enter key to list the state of all services with pagination to ensure that Cisco
Finesse has been activated: uti l s se rvi ce l i st p age
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6.
Cisco Finesse Tomcat . Press the Space Bar key to scroll through installed services until you see the entry for
7.
Ensure that the status of the Cisco Finesse Tomcat service is [STARTED] .
Figure 44.
8. 9.
Confirm Service State
Close the PuTTY application and acknowledge the prompt to complete the exit process. An additional validation check for the successful activation ofCisco Finesse can be performed using a web browser. Switch application focus toMozilla Firefox and open a new tab.
10. Type or paste the following URI into the browser window: https://uccx1.dcloud.cisco.com:8445/finesse/api/SystemInfo The browser will render an XML configuration file as demonstrated in the graphic below. Confirm that the status element is populated as follows:IN_SERVICE . Figure 45.
Confirm Finesse Service Activation
11. Congratulations, Cisco Finesse is activated and Unified CCX is operating in Mixed Mode .
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Configure the Customer Service Workflow in Cisco Finesse Now that Cisco Finesse services are activated, theUnified CCX cluster is operating inMixed Mode . In essence, the concurrent operation of both CAD/CSD clients and theCisco Finesse Desktop are both supported. In order to complete the migration of theCustomer Service team, a corresponding workflow inCisco Finesse matching the existing workflow in CAD must be configured to allow continuity of service through the migration process.
Finesse Administration Overview The Finess e Administrator builds the layout of the Finesse desktop, customizing it to provide Agents with all the necessary tools at their fingertips. Finesse Administrator is used for Defining Call Variables, Desktop layouts, populating Phonebooks, defining Reason Codes, Team Resources and finally Team Workflows.
Call Variables : Determine how call variables are set duringUnified CCX script execution will appear in the Agent Desktop view. You may define one Call Variable in the Call Header Layout and up to 20 in the two columns below the header.
Desktop Layout : Gadgets and Tabs are defined and uploaded to the Gadget repository. NOTE: Module 4 – Gadget Creation and Customization Tutorialexplores in detail the feature and function ofFinesse Gadgets and how to customize and implement them within theFinesse D esktop Layout .
Phone Books : Administrators have the ability to create a single phone book for a single team or for all agents. These phone books can be populated either via the Gadget or through CSV import. CSV export is also possible for backing up, updating an existing phone book or creating a new phone book. Be aware of the following maximums: •
Maximum 10 globa l ph one books
•
Maximum 50 tea m pho ne books
•
Maximum of 1500 contacts
Reason Codes : Admins can View, Add, Edit, and/or Delete reason codes on a global or team specific basis. Any changes or additions take three (3) seconds to take effect and any logged in Agents must logout and log in again to see the changes.
Access Cisco Finesse Administration 1.
From any tab of the Mozilla Firefox browser, click the Mozilla Firefox Start Page icon[
2.
From the homepage, navigate to Colla boration Admin Links > Cisco Unified CCX 10.6 .
Figure 46.
].
Unified CCX Admin Web Link
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3.
Click the Cisco Unified Contact Center Express Administration
4.
From the Navigation drop-down menu choose Cisco Finesse Administration
Figure 47.
hyperlink. and click Go .
Navigate to Cisco Finesse Administration
NOTE: You can access Finesse Administration using the following URI directly: https://uccx1.dcloud.cisco.com:8445/cfadmin . 5.
Log in to Cisco Finesse Administration
6.
Click Sign In .
Figure 48.
with ID: administrator and Password: dCloud123!
Log in to Cisco Fin esse Administration
Modify Call Variables Layout Call Variables are used to display extra information to Agents on an accepted call. Displayed in three areas of the Manage Call gadget on the Agent’s Finesse desktop, these can include but are not limited to Account numbers or a Caller’s Name. Both columns, Call Bo dy Left-Hand and Call Bo dy Righ t-Hand , may be empty if desired. •
Display Name : A label that describes the data expected to be contained in the variable. For example: Inquiry Type
•
Variabe : The name of a Unified CCX custom call variable (Peripheral Call Variable) or a user defined Extended Call Control (ECC) variable.
Variables can be added or deleted based on the customer use case. There is a maximum limit of 10 variables configurable per column. Once this maximum is reached, the Add Row button is disabled for that respective column. We will now modify the defaultCall Variables layout to reflect the call data collected by our deployedUnified CCX script application and presented via theCAD. Our goal is to match the current Agent experience as closely as possible. 1.
Modify the Call Variables Layou t from the default by deleting any unused variables from theCall Bod y Left-Hand Column
and Call Body Right-Hand C olumn layouts, leaving two variables in each. 2.
Change the Display Name of the Call Header Layou t to Inquiry Type . Use the drop-down menu to choosecallVariable1 and set it as the value of theVariable field.
3.
Change the Display Name of the first listed variable in theCall Body Left-Hand Column
to Inquiry Type . Use the drop-
down menu to choose callVariable1 and set it as the value of theVariable field. 4.
Change the Display Name of the second listed variable in theCall Body Left-Hand C olum n to Calli ng Number . Use the drop-down menu to choosecallVariable2 and set it as the value of theVariable field.
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5.
Your configuration should match the graphic below:
Figure 49.
6.
Cisco Finesse Administration Web Page
Click Save . A message indicatingSuccessfully saved settings
is displayed in the upper right-hand corner of the page.
Desktop Layout The Desktop Layout configuration determines what the Agent’s Finesse client will display. This includes how to answer an incoming call, record a call, and connect to any CRM integrations. Each functional element is called a Gadget. From this location, the default behavior of theCisco Finesse Desktop is defined. Changes to the default layout take 10 seconds to take effect. Any agents / supervisors signed in must sign out and sign back in again to see the new changes. Changes are made in the Finesse Layout XML area. Finesse will validate the XML file to ensure that it is valid XML syntax and conforms to the Finesse schema. We will go into further depth regarding the configuration ofFinesse Gadgets and modification to the defaultFinesse layout in Module 4 – Finesse Gadget Customization Tutorial.
NOTE: The Cisco Finesse Agent and Supervisor Layouts remain the default which disables all references to WebChat and Agent Email gadgets. This is becauseUnified CCX WebChat and Finesse Agent Email provisioning are covered in Module 3. No modification to the Desktop Layout is necessary for this lab exercise.
Add Phone Book Recall that during the validation activity we observed aPhone Book currently in use by the Customer Service team. As part of our
Cisco Des ktop Administrator workflow configuration review, we exported the existing Phone book to a CSV file. In this exercise, we will create a new Phone Book entry and populate it using an import from the CSV file saved earlier. 1.
Click the hyperlink for Phone Books on the Cisco Finess e Administration
Figure 50.
webpage.
Choose Phone Books
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2. 3.
Click the New button. In the Name field, type Customer Service . From the Assi gn To drop-down menu, chooseTeams . This will create a new entry for a Phone Book that will be assigned to a particular agent team.
4.
Click Save .
Figure 51.
Create New Phone Book
5.
Import . Click the Customer Service phone book to highlight it. This will open a list of contacts enabling an option to
6.
Click the Import button in the bottom right of the page.
7.
In the Import Contacts dialog, click the Browse button to launch a file explorer where the previously saved CSV file may be selected.
Figure 52.
8.
Browse to Desktop\CCX-Enablement\Module1 and choose the file Customer Service.csv .
Figure 53.
9.
Browse for Contacts to Import
Choose Customer Service.csv
Click Open .
10. Click OK at the Import Contacts dialog to complete the import.
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11. The Contact List should be immediately populated as follows: Figure 54.
Contact List After Import
Configure Reason Codes In this exercise, we will addReason Codes to Cisco Finesse that match those in use in the currentCisco Agent Desktop team workflow. These Reasons will be assigned as resources available to members of theCustomer Service agent team. The table below identifies theReason Codes to be added: Table 8.
Logout and Not Ready Reason Codes
Reason Label
Reason Code
Glob al?
Usage
End Of Shift
100
No
Logout
Lunch
101
No
Logout
Break
102
No
Not Ready
Training
103
No
Not Ready
1.
Click the hyperlink for Reasons on the Cisco Finesse Administration
2.
Under the heading Manage Reason Codes (Not Ready) , click the New button.
3.
Enter the following information to add the Break reason code:
Table 9.
web page main menu.
Reason Code Break
Setting
Input
Reason Label
Break
Reason Code
102
Global
Un-Checked
4.
Click Save .
5.
Under the heading Manage Reason Codes (Not Ready) , click the New button.
6.
Enter the following information to add the Training reason code:
Table 10.
Reason Code Training
Setting
Input
Reason Label
Training
Reason Code
103
Global
Un-Checked
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7.
Click Save .
Figure 55.
Not Ready Reason Codes
8.
Under the heading Manage Reason Codes (Sign Out) , click the New button.
9.
Enter the following information to add the End Of Shift reason code:
Table 11.
Reason Code End Of Shift
Setting
Input
Reason Label
End Of Shift
Reason Code
100
Global
Un-Checked
10. Click Save . 11. Under the heading Manage Reason Codes (Sign Out) , click the New button. 12. Enter the following information toadd the Lunch reason code: Table 12.
Reason Code Lunch
Setting
Input
Reason Label
Lunch
Reason Code
101
Global
Un-Checked
13. Click Save . Figure 56.
Sign Out Reason Codes
Add Workflows and Actions In this exercise, we will model a newCisco Finesse Work Flow to match the HTTP GET action already in use by theCustomer
Service agent team in CAD. This workflow will then be assigned as aCustomer Service agent team resource. 1.
Click the hyperlink for Workflows on the Cisco Finesse Administration
webpage main menu.
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2.
Under the Manag e Workflow Actions heading, click the New button.
3.
Under the New Actio n dialog, enter the following information to create aCisco Finesse Browser Pop action.
Table 13.
Browser Pop Configuration Parameters
Setting
Input
Name
Finesse Sample Gadgets
Type
Browser Pop (Default)
Handled by
Finesse Desktop (Default)
Window Name
CS_Browser
Browser URL
https://developer.cisco.com/site/finesse/downloads/sample-gadgets/
Figure 57.
New Workflow Action
4.
Click Save .
5.
Under the Manage Workflows heading, click the New button.
6.
Under the New Workfl ow dialog, enter the following information to create aCisco Finesse workflow for the Customer
Service agent team, which matches that currently configured forCAD. Table 14.
New Workflow
Setting
Input
Name
Customer Service
Description
CS Finesse W orkflow
When to perform Actions
When a Call i s answered
How to apply Conditions
If any Conditions are met
7.
Click Add Conditi on .
8.
From the Call Variable drop-down, choose callVariable2 . From the Condition field drop-down, chooseIs not Empty
9.
Under the Ordered List of Acti ons sub-heading, click Add .
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10. From the Add Action s pop-up, choose Finesse Sample Gadgets . Click on the X to close the pop-up. 11. Confirm that the values entered match the graphic below: Figure 58.
Workflow Configuration
12. Click Save to add the Workflow.
Assigning Configured Resources to the Customer Service Team Cisco Finesse Administration Now that all of the Workflow related elements have been provisioned via the
interface, we may
assign the configured elements to theCustomer Service agent team, in order to complete the migration process. 1.
Click the hyperlink for Team Resources on the Cisco Finesse Administration
2.
Under the List of Teams heading, click Customer Service .
3.
Observe that a Tabbed layout for resource assignmentis visible at the bottom of the webpage.
Figure 59.
4.
webpage main menu.
Configure Team Resources
Click the tab labeled Phone Books .
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5.
Under the List of Phone Books
6.
From the Add Pho ne Bo ok s pop-up, choose Customer Service . Click on the X to close the pop-up.
Figure 60.
sub-heading, click Add .
Assign Team Phone Book
7.
Click the tab labeled Reason Codes (Not Ready) .
8. 9.
Under the List o f Reason Codes (Not Re ady) sub-heading, click Add . From the Add Reason Codes (Not Ready ) pop-up, click both Break and Training to add these to the List of Reason Codes assigned. Once finished, click on theX to close the pop-up.
Figure 61.
Assign Not Ready Reason Codes
10. Click the tab labeled Reason Codes (Sign Out) . 11. Under the List of Reason Codes (Sign Out) sub-heading, clickAdd . 12. From the Add Reason Codes (Si gn Out) pop-up, click bothEnd Of Shift and Lunch to add these to the List of Reason Codes assigned. Once finished, click on theX to close the pop-up. Figure 62.
Assign Sign Out Reason Codes
13. Click the tab labeled Workflows . 14. Under the List of Workflows
sub-heading, click Add .
15. From the Add Wor kfl ow pop-up, choose Customer Service . Click on the X to close the pop-up. Figure 63.
Assign Workflows
16. Scroll to the bottomof the page and click Save to activate team resource assignment. 17. This concludes the team Workflow Configuration andassignment activity. 18. Close the Mozilla Firefox browser.
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Complete and Test Agent Team Migration Customer Service agent team from CAD/CSD The activities completed thus far have positioned us to finalize the migration of the to Cisco Finesse . This section covers the following topics: •
•
•
Full Configuration Review of Unified CCX RmCm and CAD Workflows Enable CAD/Finesse Mixed Mode Operation Created a Cisco Finesse team workflow to support the Customer Service agent team.
Finalizing the process simply involves logging out of any active Cisco Supervisor and Cisco Agent Desktop
application sessions
and logging in to Cisco Finesse .
Log in to Cisco Finesse Desktop 1.
Switch to or maintain focus on the RDP session connectedto wkst1.dcloud.cisco.com
2.
Maximize the Cisco Supervisor Desktop
3.
From the main menu, choose File > Exit .
Figure 64.
(Charles Holland).
application.
Close CSD
4.
Launch Mozilla Firefox by clicking on the icon in the Windows taskbar.
5.
From the homepage, navigate to Collaboratio n User and Test Link s > UCCX 10.6(1) Fin esse Deskt op .
Figure 65.
6.
Cisco Finesse Desktop 10.6 Web Link
Enter the following to log in to the Cisco Finesse Superviso r Desktop: •
ID: cholland
•
Password: C1sco12345
•
Extension: 6018
Figure 66.
Log In to Cisco Finesse
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7.
Click Sign In .
8.
Confirm successful login and loading of Customer Service Agent team data (as seen in the graphic below):
Figure 67.
Cisco Finesse Supervisor Desktop
NOTE: No configuration beyond specifyingSupervisor permissions in Unified CCX is required to enable Supervisor functions as well as enabling Agent functionality. 9.
Switch to the RDP session connected to wkst2.dcloud.cisco.com
(Anita Perez).
10. Bring focus the Cisco Agent Desktop application. Acknowledge any messages generated by the restart of
uccx1.dcloud.cisco.com
as part of Cisco Finesse service activation by clickingOK .
11. Click the X on the application window to close the application. 12. Choose either Lunch or End of Shift as the reason code when prompted and clickOK . 13. Launch Mozilla Firefox by clicking the icon in the Windows taskbar. 14. From the homepage, navigate to Collaboratio n User and Test Lin ks > UCCX 10.6(1) Fines se Deskto p . 15. Enter the following to login to Cisco Finesse Agent Desktop: •
ID: aperez
•
Password: C1sco12345
•
Extension: 6017
Figure 68.
Log In to Cisco Finesse
16. Click Sign In .
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Validate Cisco Finesse Workflow Elements 1.
Click the Not Ready menu item at the top of theCisco Finesse Agent Des ktop page.
2.
Observe that the Not Ready reason codes configured as part of our migration are both present.
Figure 69.
Review Not Ready Reason Codes
3.
Click on the Make a New Call menu heading to expand.
4.
Observe that the Phone Book for Customer Service is available.
Figure 70.
Phone Book Entries
5.
(Optional) you may choose Charles Holland from the list and click theCall button to test dialing capabilities.
6.
Click the Not Ready menu item at the top of theCisco Finesse Agent Des ktop page.
7.
Transition into a Ready state by choosing Ready from the Agent State menu items.
8.
Switch to the RDP session connected to wkst1.dcloud.cisco.com
9.
Observe that Ani ta Perez is now listed underTeam Perform ance in a Ready state.
(Charles Holland).
10. Click on Ani ta Perez under the Team Performance gadget. Click the Not Ready button to force Anita Perez to transition from
Ready to Not Ready . This confirms that our Finesse Supervisory functions are active. Figure 71.
Force Agent Transition to Not Ready
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11. From a telephone with long distancedialing capability, dial thedCloud session DID mapped to Directory Number7800 (identified earlier in this lab). 12. You will be prompted with the following menu choices: •
For new orders, press 1.
•
For questions regarding an existing order, press 2.
•
For all other inquiries, press 3.
11. Press the number 1 on the telephone keypad. 12. Switch to the RDP session connected towkst2.dcloud.cisco.com
(Anita Perez).
13. Click the Not Ready menu item at the top of theCisco Finesse Agent Desktop
page.
14. Transition into a Ready state by choosing Ready from the Agent State menu items. 15. Click the Answer button to answer the incoming call. Observe that theVariable Layout changes to display call variable data have been effective. Figure 72.
Observe Configured Workflow
16. Notice that the Browser Pop Workflow action configured as part of this team workflow is successful as a new tab in Mozilla Firefox has opened to https://developer.cisco.com/site/finesse/downloads/sample-gadgets/ . Figure 73.
Workflow Browser Pop Tab
17. Switch back to Cisco Finesse Desktop by clicking browser tab labeledCisco Finesse . 18. Click the End button to hang up the active call. Figure 74.
End Call
19. Close the Browser Pop tab in Mozilla Firefox . 20. Close the Mozilla Firefox browser application. 21. Switch to the RDP session connected towkst1.dcloud.cisco.com
(Charles Holland).
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22. Close the Mozilla Firefox browser application.
Module 1 Conclusion We have now successfully completed the migration of theCustomer Service agent team. All agents and supervisors are using
Cisco Finesse desktop to log in and handle incoming ACD contacts, with associated team workflows migrated from CAD. With all active teams migrated toCisco Finesse we are ready to upgrade toUnifie d CCX 11.0.1, and explore new features and functions. All remaining modules in this Lab will use aPre-Installe d Uni fied CCX 11.0.1 instance, which matches the workflow items reviewed in this exercise.
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Module 2: Advanced Unified CCX Scripting Techniques ATTENTION: Students MUST complete the activities Connecting to Your Sessionand Lab Orientation prior to working on this lab module. This ensures an activeCisco Any Connect VP N session to your assigned Lab Session and activeRDP connections to
wkst1.dcloud.cisco.com , wkst2.dcloud.cisco.com , and ad1.dcloud.cisco.com .
Module Overview Voice contact workflows are powered by a collection of pre-defined steps and call handling logic instructions referred to scripts as . In order to work with scripts,Cisco Unified CCX provides a powerful development environment, theCisco Unified CCX Editor . The Cisco Unified CCX Editor is a visual programming environment for creating, modifying, validating and debugging telephony and multimedia application scripts in aUnified CCX System. Using this tool a developer can create highly customized and feature rich end user experiences. Out of the Box Unified Contact
Center Express 11 provides a set of purpose driven script templates which can be used “as-is” or modified slightly to add enhanced feature functionality. In this module, we will review the currently deployed Customer Service voice workflow script icd.aef ( ) and highlight key components of operation. Students will then add additional functionality to inform callers in queue of their expected wait time (EWT).
NOTE: This module assumes previous development experience with theCisco Unified CCX Editor application and previous exposure to the basic concepts around creating and modifyingUnified CCX application scripts. For students new to the Cisco Unified Contact Center E xpress Edit or or interested in furthering their current knowledgebase the following reading is highly recommended: •
Cisco Unified Contact Center Express Gettin
g Started wi th Scrip ts, Rele ase 11.0(1)
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/programming/g uide/EditorSeriesVol1.pdf •
Cisco Unified Contact Center Express Editor Step Refere nce Guide, Release 1 1.0(1) http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/programming/g uide/EditorSeriesVol2.pdf
•
Cisco Unified Contact Center Express Expressio n Lan guage Ref erence Guide, Releas e 11.0(1) http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/programming/g uide/EditorSeriesVol3.pdf
NOTE: For students wishing to skip the script development process or those who encounter difficulty following the exercise, a fully completed and updated version of theicd.aef script can be found in theDesktop\CCX-Enablement\Student-
Resources\Module2-Completed-Script
folder on Workstation 1.
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Module Objectives In this module, we will use theCisco Unified CCX Editor to modify the existing application script used for calls to the Customer Service Team and enhance the caller experience using advanced script techniques. •
•
•
•
•
Confirm the current caller experience when calling and executing the Customer Service application script Launch the Cisco Unifi ed CCX Editor 11.0( 1) tool and review important interface elements Open the current script and identify key elements that construct the current caller experience Use the Get Reporti ng Statistic step from the Step Palette to collect Real-Time Queue information With Data derived from the Result of the Get Repor ting Statistic step, play a prompt to the caller estimating their expected wait time
•
Validate, Save and Upload the updated application script
•
Test and validate the newly modified script
Unified CCX 11.0(1) Configuration Review Unified Contact Center Express 11.0(1) has been installed and provisioned with active agents and teams to support this lab exercise. In this section, we will identify key configuration elements, and download a copy of the application script file. The following tables define the basic configuration of the system as part of the lab pre-configuration. Table 15.
Configured Teams
Name
Primary Supervisor
Agents Assigned
CSQs Assigned
Customer Service
Charles Holland
Ani ta Per ez, Char les Ho ll and
CustomerService_Voice
Table 16.
Primary Demonstration Users
Name
Use Case
IPCC Ext
Logi n ID
Passwor d
Charles Holland
Act s as bo th a Super vi sor and Agen t f or th e Customer Service Team
6018
cholland
C1sco12345
Anita Perez
Act s as th e pri mar y A gent fo r t he Cus to mer Ser vi ce team
6017
Aperez
C1sco12345
Table 17.
Contact Service Queues (CSQs)
Name
Use Case
Skill Name
Skill Level
CustomerService_Voice
Voice Contact CSQ for Customer Service Calls
Customer Service
Minimum - 5
Table 18.
Voice Applications, Scripts, Trigger#
App li cati on Name
Descr ip ti on
Scri pt Fil e
Tri gg er DN
CS_Voice_Main
Voice Contact CSQ for Customer Service Calls
CCX_Enablement/icd.aef
6021
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Confirm Cisco Script Application Configuration Next, we will log into Unified CCX and validate the current configuration of the Customer Service Script Application. 1.
Open the RDP session connected to wkst1.dcloud.cisco.com
2.
Launch Mozilla Firefox by clicking on the icon [
3.
From the homepage, navigate to Colla boration Admin Links > Cisco Unified CCX 11.0 .
Figure 75.
(Charles Holland).
] in the task bar.
Unified CCX Admin Web Link
4.
Click the Cisco Unified Contact Center Express Administration
5.
Log in to Unified CCX as administrator with Password: dCloud123! .
6.
Click Log in .
7.
From the menu, choose App li cat io ns > Application Management .
Figure 76.
8.
hyperlink.
Application Management
Click the hyperlink for CS_Voice_Main to review the configured properties.
Figure 77.
Configured Applications
Figure 78.
Application Properties
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9.
Confirm the following configuration details (refer to previous Figure)
Table 19.
CS_Voice_Main Application Configuration
Image Tag
Field Name
Value
1
Unified CM Telephony Trigger
6021
2
Script
SCRIPT[CCX_Enablement\icd.aef]
3
strCSQ
“ CustomerService_ Voice”
The Unified CM Te lephony Tri gger is the Directory Number which when called will launch the Customer Service script application. TheScript defines the application script file executed when the trigger is called. The parameter strCSQ is a variable of type String that is defined in theicd.aef script file. Because this variable is assigned theParameter attribute, it may be modified from within the application configuration.
NOTE: Using the Parameter attribute is an excellent way to make the most use of configured scripts. The same script may be App li cat io n level where necessary. used for multiple applications, simply by modifying parameters at the
Locate and Download the current Customer Service Unified CCX Script File In order to review and edit the current Unified CCX Script file we must first locate and download the file. In the following steps, we will navigate to the Unified CCX Script repository, locate the fileicd.aef and download a copy. 10. Use the Menu to navigate to App li cat io ns > Scrip t Manage ment . Figure 79.
Script Management
11. Click the hyperlink for the directory CCX_Enablement to browse to the target folder. Figure 80.
Click Folder
12. To initiate the download, left click on the icon tothe left of the file namedicd.aef . Figure 81.
Click to Download
13. When prompted by the Mozilla Firefox save file dialog, choose the radio button forSave File and click the OK button. 14. A copy of the icd.aef is downloaded to the default download folder:Desktop\CCX-Enablement\Downloads . 15. Close Mozilla Firefox .
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Analyze the Customer Service CCX Application Script Work Flow icd.aef script file. In this section, we will analyze the contact workflow and describe decision elements found within the We will place a call to theCS_Voice_Main Unified CCX Application and validate the expected caller experience. In addition, we will take on the role of aUnified CCX Agent and answer the call to observe certain data collected and configured to be presented to the answering agent.
Call Flow Review Figure 82.
Icd.aef B aseline Voice Contact W orkflow
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The baseline application script file icd.aef ( ) used throughout this lab is in fact a slightly modified version of the built-in Unified CCX script queuing template freely accessible as part of the Unified CCX product installation. Elements modified include the addition of
Menu step some variables, use of custom-recorded prompts for menu and default queue messages and the addition of a basic added as part of the initial call greeting. In addition, aSet Enterprise Call Info
step is used to pass data obtained from the script to
the Cisco Finesse Desktop . The following represents the voice contact workflow as depicted in the figure above. 1.
Place a call to the Unified CCX Application TriggerDN 6021.
2.
The script answers the call using an Acc ept step from the Unified CCX Editor Palette.
3.
A Get Call Contact Info step is used to assign the value of the calling party numberANI ( ) to a String variable named strCallingNumber .
4.
A Menu step is used to play the following prompt to the caller. Based on the caller’s keypad entry, the variable strInquiryType is populated as described below.
Thank You for calling . For new orders, press 1. Fo r calls regardi ng an existing or der, press 2. For all other inq uiries, press 3 or remain on the line. a.
Caller Presses 1 The string variable strInquiryType is set to “New Order”
b.
Caller Presses 2 The string variable strInquiryType is set to “ Existing Orde r”
c.
Caller Presses 3 , Makes no selection , or enters an invalid option The string variable strInquiryType is set to “ Other Inquiry”
5.
The call is sent to the CustomerService_Voice CSQ using a Select Res ourc e script step. The target CSQ is defined within the string variable strCSQ . As discussed earlier, this value is set as a parameter in theUnified CCX Application, the value of which is the string CustomerService_Voice .
6.
The Select Resource step checks to see if aUnified CCX Agent skilled to the CustomerService_Voice CSQ is in a Ready state and able to take the call. The following represents the decision branch logical paths. d.
No Agent Available: Queued i.
Call enters the Queued branch of the Select Resource step.
ii.
A Play Prompt step is used to play the following generic queuing message:
All r epr esen tati ves are cu rr ently assi sti ng other caller s pl ease rem ain on the li ne and your call will be answer in the order it was received
.
iii.
A Call Hold step is executed to place the call on hold and begin playing the Music on Hold (MOH) audio
iv.
A Delay step is used to leave the call in the hold state for the number of seconds defined in the integer (int)
stream
variable intQueueDelay (This is set to 30 seconds). After the specified interval is reached, processing proceeds to the next defined script step v.
A Call Unhol d step is used to resume control of the call and cease playing the Music on Hold audio
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vi.
A GoTo step is used to send logical processing back to the beginning of theQueued execution branch, effectively creating a loop
NOTE: If at any point during the execution of steps within theQueued branch of the Select Resource step an agent becomes Call Hold step being invoked. The only exception to this logic is if the available to take the call, the call is offered regardless of the “Interruptible” parameter of a step is explicitly set to a value ofNo. vii.
If an agent becomes available during theloop execution, thescript will move to the Selected branch of the
Select Resource step e.
Agent Availa ble: Selec ted i.
When an Agent in the specifiedCSQ is available and call processing moves to theSelected execution branch of the Select Resource step
ii.
A Set Enterprise Call Info
step is used to assign the following script variable values to Unified CCX
Custom call variables , which may then be presented via theCisco Finesse Desktop
iii.
1.
Call.PeripheralVariable1:strInquiryType
2.
Call.PeripheralVariable2:strCallingNumber
A Connect step is used to route the call to the selected agent resource 1.
If the call connects with the agent successfully, (AgentAnswers) script execution ends at the End step
2.
If the agent fails to answer the call or a telephony system error occurs, script execution resumes at the Queued branch
Place a Test Call to the Customer Service Unified CCX Script Application Next, we will place a test call to confirm the caller experience and investigate the information dynamically passed from the Unified
CCX script icd.aef to the Cisco Finesse Desktop . You may either use the Cisco Jabber client on wkst1.dcloud.cisco.com
or
dial through the PSTN directly. Make an effort to correlate the caller experience with the logical workflow defined above.
NOTE: The preferred method of UCCX script testing is via dial-in from the PSTN to ensure clearer prompt play out and higher overall call quality. 1.
Locate the Session Details tab for your lab session indCloud . This will list the automatically assigned DIDs for the session and the Directory Number (DN ) to which to the DID corresponds. In this case, you should locate theDID associated with
Directory Number 602 1 . Consult the graphic below for reference. Figure 83.
2.
Locate DN 6021 under Session DIDs
From a telephone with long distance dialing capability,dial the DID mapped to DN 6021 as listed. In the example above, the number would be +1(919) 474-5551.
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NOTE: Each set of DIDs is unique to your lab and are assigned when the session starts. You must consult your dCloud session details to obtain this information. TheDIDs shown in this guide are examples only. 3.
Alternatively, on the Cisco Jabber client on wkst1.dcloud.cisco.com
(Charles Holland), type: 6021 into the Call or Search
field and press Enter or click the green call button. IfCisco Jabber is running minimized you may click on theCisco Jabber taskbar icon [ Figure 84.
4.
Call from Cisco Jabber
You will be prompted with the following menu choices: •
5.
] to bring the application into focus.
For new orders, press 1.
•
For questions regarding an existing order, press 2.
•
For all other inquiries, press 3.
Press 1, 2 or 3 on the telephone or Cisco Jabber keypad to continue. Based on the menu option chosen, theicd.aef script sets the value of the strInquiryType String variable as specified in the earlier call flow review activity. In our example, we have selected option2 for Existing Order .
NOTE: Recall that in our configuration review we identified thatCall.PeripheralVariable1 is programmed to hold the value for Inquiry Type via the strInquiryType variable. This is achieved by using aSet Enterprise Call Info step from within the Unified CCX Script Palette and setting that value ofCall.PeripheralVariable1 equal to the contents of thestrInquiryType variable. 6.
As there are no agent resources logged in to Unified CCX to take calls, we expect to encounter theQueued execution branch of the Select Resource script step. Confirm that the following message played back through the telephone:
All r epr esen tati ves are cu rr ently assi sti ng other caller s. Please r emai n on the li ne and you r cal l wil l be answ ered in the order it was received . 7.
Next, observe that the Music on Hold audio begins to play. This indicates the execution of the Call Hold script step. This will continue for 30 seconds.
8.
One may refer to the call flow diagram and observe that the call is now progressing throughthe Queuing Process portion of the call flow. This will continue until an agent becomes available to take the call.
Log into Unified CCX as a Customer Service Agent and Accept the Call Unified CCX as agent Ani ta Perez an agent skilled to the To validate the call flow experience end-to-end, we will log in to CustomerService_Voice CSQ. We will transition to aReady state, accept the queued call, and observe the data presented on the Cisco Finesse Desktop . 1.
Switch to the RDP session connected to wkst2.dcloud.cisco.com
(Anita Perez).
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2.
Launch Mozilla Firefox by clicking the icon in the Windows taskbar [
3.
From the homepage, navigate to Collaboratio n User and Test Link s > UCCX 11.0.1 Fines se Deskto p .
Figure 85.
4.
5.
Finesse Desktop Web Link
Enter the following to log in to the Cisco Finesse Agent Desktop: •
ID: aperez
•
Password: C1sco12345
•
Extension: 6017
Click Sign In .
Figure 86.
6.
].
Sign In to Cisco Finesse
Observe the Agent CSQ Statisti cs Repor t gadget on the Cisco Finesse Agent Desktop . Note that one call is currently in Queue along with the total wait time. It may take several seconds to display the data at first log in. You will see a status of
Loading Report while Cisco Finesse connects to real-time reporting data and renders it. NOTE: If the report fails to render within 30 seconds or an error is displayed, initiate a refresh of the browser page by clicking the refresh [
] icon directly to the right of the browser address bar.
Figure 87.
Agent CSQ Statistics Report
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7.
To transition to a Ready state, click the Not Ready menu item at the top of theCisco Finesse Agent Des ktop page.
8.
Choose Ready .
Figure 88.
9.
Transition to Ready
Observe thatthe queued call is offered to agent Ani ta Pere z and that the data expected is presented via theCisco Finesse Agent Desktop .
10. Click the Answer button on the Cisco Finesse Desktop to answer the call. Figure 89.
Offered Call with Data
11. Confirm that the Inquiry Type and Calling Number fields (CallVariable1 and CallVariable2 respectively) are populated with data dynamically collected during script execution. •
Inquiry Type: Existing Order (Option 2 selected at menu), or based on your choice during the menu
•
Calling Number: Calling Party Number (ANI)
Figure 90.
Answered Call with Data
12. Click End to hang up the active call. 13. Transition to a Not Ready state, by choosing Not Ready – Break from the reason code drop-down menu. Figure 91.
Transition to Not Ready
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Observations Through this testing process, we have observed that based on the Unified CCX script design the call flow and data elements appear to be working as expected. •
Callers hear Menu and Queuing Prompts as documented
•
Data collected during script execution is passed to Cisco Finesse Desktop
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Unified CCX Editor Orientation Cisco Unified CCX Editor application. Before working with the Customer Service application script, we will explore the
About the Cisco Unified CCX Editor Cisco UCCX Editor lets you develop a wide variety of interactive scripts.Cisco UCCX Editor simplifies script development by providing blocks of contact-processing logic in easy-to-use Java-based steps. Each step has its own unique capabilities, from simple increment to generating and playing out prompts, obtaining user input, queuing calls, or performing database operations. Although the steps are in Java, you do not need to understand Java to build a script. You can assemble a script by dragging step
Cisc o UCCX icons from a palette on the left pane of the workspace to the design area on the right pane of the workspace. The Editor supplies the code required to connect the steps. All you provide are the variable definitions and other parameters. Cisco Unified CCX Editor . You can validate and debug the completed script to find and address logic errors directly in the
Launch the Unified CCX Editor 1.
Switch to the RDP session connected to wkst1.dcloud.cisco.com
2.
Launch the Cisco Unified CCX Editor application by locating and clicking the icon in the Windows taskbar.
Figure 92.
3.
Launch the Unified CCX Editor
At the Aut hentica ti on form, enter the following data into the corresponding fields: •
User Identification: administrator
•
•
4.
(Charles Holland).
Password: dCloud123! Unified CCX Server: uccx2.dcloud.cisco.com
(Pre-populated)
Click Log On .
Figure 93.
Unified CCX Editor Authentication
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Open a Unified CCX Script File 5.
Click the Open Scri pt icon from the menu.
Figure 94.
6.
Open the icd.aef script file by navigating toDesktop\CCX-Enablement\Downloads
Figure 95.
7.
Open Script
in the Open Script dialog.
Browse to icd.aef and Open
Choose the file named icd.aef and click Open .
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Unified CCX Editor Window Layout The Cisco Unified CCX Editor window is comprised of four distinct workspaces or panes as depicted in the labeled figure below. Figure 96.
8.
Unified CCX Editor Window
The table below provides a reference for the key areas of the Unified CCX Ed itor workspace. We will refer tothese elements numerous times through the following activities. Take a moment to become acquainted with these layout components before proceeding.
Table 20. Image Tag #
Unified CCX Window Layout Reference Name
Descript ion
1
Palette Pane
Use the Pa lette pane to choose steps us
2
Design Pane
Use the D esign pane to interact with
3
Message Pane
Use the Me ssage pane to view messages while validating
ing t he Unified CCX script.
a Unified CCX script file. or debugging
a Unified CCX script. 4
Variable Pane
Use the Va riable pane to create, modify and v Unified CCX script.
iew variables used in th e
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Explore the Current version of the Customer Service Application Script icd.aef Unified CCX In the previous activity, we took the opportunity to observe from a caller’s perspective the functionality of the Application script. In this section, we will use the Unified CCX Editor to explore the programmatic elements orsteps , which cause it to function as it does.
Call Variables Used in the Script The table below specifies the variables used by steps within the Unified CCX Application script. Notice that some variables have an explicit assigned value at runtime (start of script execution), while others are left with the default value. Those with assigned values are intended to be used along with theParameter attribute to allow certain script settings to be configurable by the administrator. Those using default values are intended to contain data collected during script execution for processing. Table 21.
Customer Service Scrip t Variables
Name
Data Type
Assi gned Value
Descript ion
Use Case
intQueueDelay
Int
30
An integer intended to represent the desired length of the delay between Call Hold and Call Unhold script steps.
Used to specify the timeout attribute of the Delay step between the Call Hold and Call Unhold steps.
pMenuPrompt
Prompt
P[CCX_Enablement\MainMenu.wav]
Specifies the path to the wav audio file to be played to a caller.
Used as the prompt for the Menu step.
pQueuePrompt
Prompt
P[CCX_Enablement\QueuePrompt.wav]
Specifies the path to the wav audio file to be played to a caller.
Provides a generic comfort message at call entry and between hold loops.
strCSQ
String
Value de fined as an applicatio n parame ter. Expected to be “ CustomerService_Voice” at runtime.
CSQ route target for Select Resource step . Defined as a parameter on the application
Used to define the CSQ Target value of the Select Resource step.
strCallingNumber
String
“”
This string variable is assigned the value of the contact calling number
Assigned a value by the Get Call Contact Info step. Passed to the agent as a custom call variable using the Set Enterprise Call Info step. (Call Variable 1)
strtInquiryType
String
uAgentSelected
User
“”
This string variable is assigned a value based on caller menu selection.
“”
This variable represents the unique agent id selected by the system during the Select Resource Step.
The value of this variable is set during execution of the Menu step based on caller input. Passed to the agent as a custom call variable using the Set Enterprise Call Info step. (Call Variable 2) Derived during execution of the Select Resource step, used by the Connect step to offer the call to the s pecified agent extension.
Variable Naming Conventions There are four total data types represented by the variables defined for this script: •
int
•
String
•
Prompt
•
User
Notice that each variable specified follows a specific and consistent naming convention: •
Alphanumeric string (no spaces or special characters)
•
Broken into two identifiable parts:
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o
Prefix in lowercase from one to three characters meantto represent the variable data type
o
Descriptive name specifying the purpose of the variable or its intended data contents. This may be made up of multiple distinct words in a single conjoined string inCamel Case notation (First Letter of each word capitalized)
For example, the variablestrCallingNumber •
str : The three character abbreviation signifying data typeString
•
CallingNumber : A descriptive name signifying this variable will hold the value of the incoming contact Calling Number
Our convention allows for consistency of execution and ease of reference given the variable Data Type and Intended purpose.
NOTE: While the Unified CCX Editor facilitates ease of script development, it is important to define conventions and standards used in your Unified CCX scripts. Such conventions help to clarify the content of scripts when others review them and eliminate many common programming errors and mistakes. You may use any convention for variable naming in your scripts, but ensure that the convention is sensible and consistently applied throughout the script.
Identify and Review Script Steps 1.
Change the size and position of the icd.aef script file currently open in theDesign Pane to show all contents to be clearly.
2.
Locate the Get Call Contact Info step and double-click to open thecustomizer and view the step properties.
Figure 97.
3.
Get Call Contact Info step
Observe that as per our call flow design review the value of Callin g Number attribute value is assigned to the variable
strCallingNumber . Figure 98.
Get Call Contact Info Properties
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4.
Click Cancel to close the properties window without making changes.
5.
Locate the Menu step. Right click anywhere on the step and chooseExpand All from the context menu.
Figure 99.
6.
Expand All Branches
Observe that per our design review the strInquiryType variable is assigned a value based on selection of the caller at the
Menu step. Consult the graphic for reference. Table 22.
strInquiryType Variable Assignment
Keypad Input
Branch Name
Configuraito n
1
NewOrder
Set the va lue of strInquiryType equal to “
2
ExistingOrder
Set the value of strInquiryType equa l to “ Existing Order” .
3
OtherInquiry
Set the va lue of strInquiryType equal to “
New Order” .
Other Inquiry” .
Figure 100. Menu Step Decision Branches
7.
Double-click the Menu step to open the customizer and view step properties.
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8.
Click the Prompt tab.
Figure 101. Prompt Properties for Menu Step
9.
Confirm that the Prompt for this step is represented by the variable pMenuPrompt . When this step executes during an active call, the script will consult the assigned variable value and attempt to play the wav file at the path specified.
10. Click Cancel to close the properties window without making changes. 11. Scroll down slightly and locate the Select Res ourc e step. 12. Double-click onthe Select Resource step to open the properties dialog and review the applied configuration. Figure 102. Select Resource step
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13. Observe the following attribute value assignments asillustrated in the figure below. Be sure tocorrelate these with the logical call flow diagram reviewed earlier. •
Routing Target Type: Contact Service Queue
o •
This may also be set to Resource in the case of an Age nt-based routing configuration
CSQ Target: strCSQ .
o
The String variable strCSQ holds the value of the voice CSQ name“ CustomerService_Voice” . Recall that an application parameter is used to set this value from the application rather than “hard-coding” within the script.
•
Resource Selected: uAgentSelected
o
The User variable uAgentSelected stores the value of the selected Agent Resource. This value is used immediately following in theConnect step.
Figure 103. Choose Resource Properties
14. Click Cancel to close the customizer without making changes.
Selected branch of the Select 15. To understand what happens when an agent is available to take a call we must analyze the Resource step.
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16. Observe the steps defined in the Selected branch. Based on the logical call flow diagram, the following events occur: •
A Set Enterprise Call Info
Unified CCX C ustom cal l step is used to assign the following script variable values to
variables which may then be presented viaCisco Finesse Desktop .
•
o
Call.PeripheralVariable1:strInquiryType
o
Call.PeripheralVariable2:strCallingNumber
A Connect step is used to route the call to the selected agent resource.
o
If the call connects with the agent successfully, (Agent Answers) script execution ends at the End step.
o
If the agent fails to answer the call or an error occurs, script execution resumes at the Queued branch.
Figure 104. Select Resource > Selected
17. Double-click the Set Enterprise Call Info
step [
] to open the properties dialog and review the configuration details.
NOTE: Set Enterpri se Call Info is the script step that takes dynamic data stored in variables and sets the value of Custom Call and Expanded Call Control variables. This data can now be presented along with the call to the answering agent and preserved on subsequent transfers withinUnified CCX . In addition, Call variables 1-10 are reserved within UCCX and are stored in the Unified CCX Historical Database. Because of this property, custom reports may be run using these values to filter query results. In Module 5, we explore how to use these custom variable values to drive custom report development. 18. Observe the following attribute value assignments asillustrated in the figure below. Be sure tocorrelate these with the logical call flow diagram reviewed earlier. •
strInquiryType is assigned to Call.PeripheralVariable1 (Referred to as CallVariable1 within Cisco Finesse)
•
strCallingNumber is assigned to Call.PeripheralVariable2 (Referred to as CallVariable2 within Cisco Finesse)
This step, along with theFinesse Des ktop layout allows both calling number and inquiry type data to be presented to the agent for each call. Figure 105. Set Enterprise Call Info Properties
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19. Click Cancel to close without making changes. 20. Observe the Connect step and its associated logical execution branches. Figure 106. Connect Step Expanded
21. The Connect step is used to offer the active call to the selectedUnified CCX agent selected by the system as the route target. Observe that there are two possible branches of execution for theConnect step. •
Connected : This branch of execution is taken when the call is successfully transferred to the target agent resource. The script progresses to theEnd step and completes execution.
•
Failed : If the call is not successfully transferred to the target agent resource, because of R a ing No Answer condition or queueLoop , other telephony failure theFailed execution branch is matched. Our script moves the call to a label entitled which resides directly beneath theQueued branch of the Select Resource step. This is simple error handling, which
Select Resource step permitted to search for ensures that the call is not dropped but instead is re-queued and the another suitable resource. 22. Finally scroll downto the Queued branch of the Select Resource step to review the configuration for the call queuing experience. Figure 107. Queued Branch
23. Review the orderedsteps and theirfunctions: •
queueLoop label: This label serves as an anchor point to which the call can be directed programmatically usingGoto a Failed branch of the Connect step. step. We saw an example of this earlier in the case that the call executes the
NOTE: Goto steps and Label steps work together to provide a means of moving the processing of a script based on conditional execution. This is especially important because eachUnified CCX script executes in a procedural way (Top Down) unless explicitly directed to circumvent steps using aGoTo command. •
Delay : A 1-second delay is added before thePlay Prompt step. This is typically unnecessary, but due to performance constraints of a lab environment, it is present to prevent un-intended clipping of audio play out during execution of the
Play Prompt step •
Play Prompt : This step plays the wav file specified by thepQueuePrompt variable. All age nts are c ur ren tly assi sti ng other caller s. Please remain on the line and you r call will b e answered in the order received
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•
Call Hold : This step places the call on hold and initiates Music On Hold (MOH) playback to the caller
•
Delay : A delay regulated by the value of theintQueueDelay variable ensures that the call remains on hold (playing Music On Hold) for the number of seconds required before resuming the call and re-starting the loop. Recall that this value is 30 seconds
•
Call Unhold : This step resumes the call from hold and ceases the playout of Music On Hold to the caller
•
Goto : This command instructs script execution to jump to thequeueLoop label of the script, thus facilitating a loop End step behavior. Without the addition of this step, logical processing would continue to the
This concludes our script review. Feel free to re-read this section and compare the script steps analyzed with the expected logical call flow. Before proceeding, you should have a high level of comfort with the mechanics of this script and be prepared to modify it to enhance the caller experience.
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Using Advanced Scripting Techniques to Enhance Caller Experience Through completion of the preceding activities, you have become highly familiar with the logical and programmatic voice contact workflow configured in theicd.aef script. Now we will harness the inherent power of theUnified CCX E ditor to customize the call queuing workflow by determining the caller’s estimated wait timeEWT ( ) during each queue iteration (loop) and playing this information back to the caller.
About the Estimate Wait Time Statistic Expected Wait Time (EWT) is a calculated field object available from theGet Repor ting Statistic step of the Unified CCX Editor Palette. A calculated object is value derived based on an algorithm applied to certain metrics available at the time of its calculation. Unlike a static metric such asLongest Wait Time or Position in Queue , Expected Wait Time is a predictive value, which seeks to present an estimate of the caller’s expected wait time based on several factors: •
Current Calls In Queue
•
Averag e Handle Tim e
•
Total # of Acti ve Agents (Talking/Re ady)
NOTE: The EWT calculation yields the most reliable result in a production system with well-established call volume patterns per 24-hr period. Because we are working in a lab with call volume generated only by calls we are placing as part of lab activities, the values calculated may be inaccurate or seem arbitrary. Also, keep in mind that it is possible for the method to return an error indicating that there is not enough data to calculate the value. This can happen when there are 1 or more calls in queue and no
+1) * AHT/Active Agents . agents in either Ready or Talking states. This is expected as the calculation is looselyCallsInQueue ( With no agents logged in or none in aReady or Talking state when the call arrives, the algorithm cannot effectively calculate a value (Division by zero condition). This is why we add error handling to the script to account for these cases and respond appropriately.
Functional Workflow Objectives On first arrival and during subsequent queue iterationsCall ( Hold , Call Unho ld step cycles), the value of the caller’s current expected wait time in seconds should be retrieved. If that value is greater than 0 seconds, the expected wait time should be played back to the caller immediately following the standard comfort queue message. If the expected wait time is less than or equal to 0 seconds, the caller will hear only the standard queue prompt message.
Programmatic Requirements algorithm required to meet the stated Based on our stated functional objectives let us identify the programming logic or requirements. 1.
Obtain the value of the c aller’s Expected Wait Time (EW T) •
Use the Get Reporting Statistic
script step from the Unified CCX Editor palette. Using the CSQ IPCC Expre ss Report
Object with a CSQ target of CustomerService_Voice, and a target field of Expected Wait Time
o
The expected return data of the Get Reporti ng Statistic step is any positive integer, zero, or -1 in the case of an erroneous result. We will use a new script variable of data typeint (integer), and save theGet Reporti ng
Statistic result to this variable. The variable name will beintExpectedWaitTime
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2.
If the calculated EWT is greater than 0 seconds, play back
the value of the caller ’s Expected Wait Time
The Get Reporti ng Statistic (Expected Wait Time) step returns an integer value that is calculated dynamically based on
•
the conditions discussed earlier; so we use aCreate Generated Promp t step using Text to Speech(TTS) capabilities to
intExpectedWaitTime variable. create a prompt dynamically by having the system speak the number of seconds in the The value generated is stored in a variable of typePrompt called pExpectedWaitTimeGenerated To play a coherent messageto the caller, which includes the generated prompt value dynamically created, we will use a
•
Create Container Prompt script to join or concatenate several prompts to create a continuous playback to the caller
•
o
Use a pre-recorded prefix prompt which says Your Expected Wait Time Is
o
Play the prompt stored in variable pExpectedWaitTimeGenerated (ie. Twenty )
o
Use a pre-recorded suffix prompt which says Seconds
The result generated via Create Container Promp t is assigned to a variable of typePrompt named
pExpectedWaitTime, which will be activated using aPlay Promp t step when desired •
Use an If step to logically compare and determine if the value ofintExpectedWaitTime is greater than 0 seconds
o
True: intExpectedWaitTime is any value greater than 0.
o
False : intExpectedWaitTime is less than or equal to 0.
Play Promp t (pExpectedWaitTime)
Do Nothing NOTE: A Prompt variable contains the contents of a waveform sound file.
Adding New Script Variables Before variables can be used or “referenced” within script steps, they must first be defined. Based on the algorithm developed above, it is clear that new variables must be added to the script to track and evaluate data dynamically as well as to hold the value of a series of prompts. The following table represents the new script variables to be added and used within script steps. Table 23.
New Variables
Name
Data Type
intExpectedWaitTime
Int
pExpectedWaitTimeGenerated
Prompt
pExpectedWaitTimePrefix
Assi gned Value
Descript ion
Use Case
A variable holding integer data representing the caller EWT in seconds
Store the result of a Get Report Statist ic (Expected Wait Time) step. May be (-1, 0, any positive integer)
P[]
A prompt which will be a system spoken TTS prompt of numeric value of the intExpectedWaitTime variable
Store the result of a Create Generated Prompt (intExpectedWaitTime) . For example if intExpectedWaitTime is equal to 20 the syste m will generate a TTS prompt which says “Twenty”.
Prompt
P[CCX_Enablement\ ExpectedWaitTimeIs .wav]
“Your expected wait time is…”
Pre-recorded prompt used as the prefix to a concatenation of prompts intended to playback expected wait time in seconds.
pExpectedWaitTimeSuffix
Prompt
P[CCX_Enablement\ Seconds.wav]
“seconds.”
Pre-recorded prompt used as the suffix to a concatenation of prompts intended to playback
pExpectedWaitTime
Prompt
P[]
pExpectedWaitTimePrefix + pExpectedWaitTimeGenerated + pExpectedWaitTimeSuffix
0
expected wait time in seconds.
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“ Your expe cted wait time is..” “Twenty” “ Seconds”
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NOTE: Variable names and data types are case-sensitive. Ensure correct spelling and case of the names and data types above. 1.
In the Unified CCX Editor application window, locate the Variable Pane and click the New Variable icon.
Figure 108. New Variable
2.
3.
Set the following values: a.
Type: in t
b.
Name: intExpectedWaitTime
c.
Value: 0
Click OK.
Figure 109. New Variable intExpectedWaitTime
4.
Click the New Variable icon.
5.
Set the following values:
6.
a.
Type: Prompt
b.
Name: pExpectedWaitTime
c.
Value: P[]
Click OK.
Figure 110. New Variable pExpectedWaitTime
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7.
Click the New Variable icon.
8.
Set the following values:
9.
a.
Type: Prompt
b.
Name: pExpectedWaitTimeGenerated
c.
Value: P[]
Click OK.
Figure 111. New Variable pExpectedWaitTimeGenerated
10. Click the New Variable icon. 11. Set the following values: a.
Type: Prompt
b.
Name: pExpectedWaitTimePrefix
c. Value: P[CCX_Enablement\ExpectedWaitTimeIs.wav] 12. Click OK. Figure 112. New Variable pExpectedWaitTimePrefix
13. Click the New Variable icon.
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14. Set the following values: a.
Type: Prompt
b.
Name: pExpectedWaitTimeSuffix
c.
Value: P[CCX_Enablement\Seconds.wav]
15. Click OK. Figure 113. New Variable pExpectedWaitTimeSuffix
16. Ensure the addedvariables are presentin the Unified CCX Editor Variable Pane as shown below. Figure 114. Unified CCX Editor Variables
Adding Unified CCX Editor Palette Steps With all the required data variables defined, it is time to use theUnified CCX Editor step palette to add the script steps needed to complete the algorithm defined earlier. Keep in mind that because a Unified CCX script executes in a procedural manner (top down), the placement of script steps within the established logic is critical.
NOTE: When dragging and dropping steps from thePalette Pane to the Editor Window one must drag the new step and drop “on top” of the step after which this new step should be executed. The following script steps will added to theicd.aef script as part of this activity: •
Get Reporti ng Statistic Use the Get Reporting Statistic step to access real-time information about agents, Contact Service Queues (CSQs), the overall Cisco Unified CCX system, and contacts. We will use this step to obtain the projected Expected Wait Time in seconds and save that value to the variableintExpectedWaitTime .
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•
Create G enerated Promp t Use the Create Generated Prompt step to create prompt phrases from intermediate variables whose values are dynamically determined based on run-time script information. We will use this step to create a system generated prompt based on the value of theintExpectedWaitTime variable. We will save this prompt to the variable
pExpectedWaitTimeGenerated . •
Create Container Prompt Create Use the Create Container Prompt step to combine multiple prompts into one larger prompt. We will use the Container Prompt step to combine pre-recorded prompts with the result of theCreate Generated Promp t step to playback a coherent message to the caller. The output of this combination will be stored in the prompt variable pExpectedWaitTime .
•
If Step Use the If step to cause the script to go to one of two branches based on the evaluation of a specified Boolean expression. We will use If/Then logic to determine whether to play the EWT prompt based on the value of the
intExpectedWaitTime variable. •
Play Prompt Use the Play Prompt step to play back specified prompts to the caller. We will use this step to play the
pExpectedWaitTime prompt.
1.
Scroll to the bottom of the script file in the editor window and locate the Select Resourc e step.
2.
Scroll further to the Queued branch of the Select Resource step.
Figure 115. Select Resource Step
3.
From the Palette Pane of the Unified CCX Editor window, locate and expand theACD folder by clicking the+ directly to the left of the folder name.
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4.
Left-click and hold the mouse on the Get Reporti ng Statistic step.
5.
While continuingto hold the mouse, drag the cursor over the queueLoop Label step.
6.
Release the mouse button to add the script step just below the queueLoop Label step.
Figure 116. Drag and Drop Get Reporting Statistic
7.
Open the step customizerby double-clicking on the newly added Get Reporting Statistic
script step.
Figure 117. Double-click Get Reporting Statistic
8.
Enter the following valuesto complete the configuration of this step: •
•
9.
Report Object: CSQ IPCC Expr ess Field: Expected Wait Time
•
Row Identifier: strCSQ
•
Result Statistic: intExpectedWaitTime
Click OK to save your changes.
Figure 118. Get Reporting Statistic Step Configuration
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10. From the Palette Pane of the Unified CCX Ed itor window, locate and expand thePrompt folder by clicking the + directly to the left of the folder name. 11. Left-click and holdthe mouse on the Create Generated Prompt step. Figure 119. Choose the Create Generated Prompt Step
12. While continuing to hold the mouse, dra g the cursor over thenewly added Get Reporting Statistic 13. Release the mouse button to add the script step just belowthe Get Reporting Statistic
step.
step.
14. Open the step customizer by double-clicking on the newly addedCreate G enerated Promp t script step. Figure 120. Double-Click Create Generated Prompt
15. Enter the following values: •
Generator Type: number
•
Constructor Type: number,play.full
16. From the Argum ents table, choose the entry fornumber and click the Set button. Figure 121. Generated Prompt General Properties
17. From the drop-down menu, choose intExpectedWaitTime . 18. Click OK. 19. From the Arg uments table choose the entry forplay.full and click the Set button. 20. From the drop-down menu, choose true . 21. Click OK. 22. Locate the Output Prompt field and use the drop-down menu to choosepExpectedWaitTimeGenerated .
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23. Click OK to complete step configuration. Figure 122. Create Generated Prompt Configuration
24. From the Palette Pane under the Prompts folder, left-click and hold the mouse on theCreate Container Promp t step. Figure 123. Choose the Create Container Prompt Step
25. While continuing to hold the mouse, dra g the cursor over thenewly added Create Generated Promp t step. 26. Release the mouse button to add the script step just belowthe Create Ge nerated Promp t step. 27. Open the step customizer by double-clicking on the newly addedCreate Container Prompt script step. Figure 124. Double-Click Create Container Prompt
28. Click the Add button. 29. From the Add Promp t dialog, choose pExpectedWaitTimePrefix and click OK . 30. Click the Add bu tto n . 31. From the Add Prom pt dialog, choose pExpectedWaitTimeGenerated and click OK . 32. Click the Add bu tto n . 33. From the Add Prom pt dialog, choose pExpectedWaitTimeSuffix
and click OK .
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34. In the Output Prompt field, use the drop-down menu to choosepExpectedWaitTime . 35. Click OK to complete step configuration. Figure 125. Create Conditional Prompt Configuration
36. From the Palette Pane of the Unified CCX Ed itor window, locate and expand theGeneral folder by clicking the+ directly to the left of the folder name. 37. Left-click and holdthe mouse on the If step. Figure 126. Choose the If Step
38. While continuing to hold the mouse,drag the cursor overthe existing Play Promp t (pQueueP rom pt) step. 39. Release the mouse button to add the script step just below the Play Prompt step. 40. Open the step customizer by double-clicking on the newly addedIf script step. Figure 127. Double-Click the If Step
41. In the Condition field, type or copy:intExpectedWaitTime > 0 Figure 128. If Step Configuration
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42. Click OK.
Recall: The If step is designed to evaluate a logical expression and return either tarue or false (Boolean) result. The logical test here is to determine whether the caller’sEWT in seconds, represented by the value of the integer variableintExpectedWaitTime ,
pExpectedWaitTime . If the result is false because the value of the is greater than 0. If the result is true, we will play the prompt intExpectedWaitTime variable is either 0 or -1, no prompt will be played. 43. From the Palette Pane of the Unified CCX Ed itor window, locate and expand theMedia folder by clicking the+ directly to the left of the folder name. 44. Left-click and holdthe mouse on the Play Promp t step. Figure 129. Choose the Play Prompt Step
45. While continuing to hold the mouse, dra g the cursor over thetrue branch of the If step. 46. Release the mouse button to add the script step just below the true branch of the If step. 47. Open the step customizer by double-clicking on the newly addedPlay Prompt script step. Figure 130. Double-Click the Play Prompt Step
48. On the General tab of the step customizer, click theNo radio button for Interruptible . Figure 131. General Tab
49. Click the Prompt tab.
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50. Set the following values: •
•
Prompt: pExpectedWaitTime Barge in: No
Figure 132. Prompt Tab
51. Click OK.
Review Added Steps 52. Carefully compareyour modified icd.aef script in the Unified CCX E dito r with the image below to confirm the presence of required steps and their precise placement. Figure 133. Modified icd.aef Script File
Validate and Save With our intended modifications complete, we must now use theValidate function of the Unified CCX E dito r to ensure that all script step configuration and variable references are correct. After successful validation, we will save a copy of the update script file. This new version oficd.aef will be used to update theCustomer Service voice application.
NOTE: Script validation will catch errors involving missing variable references, incorrect Goto/Label references, and incorrectly configured script steps. It willNOT detect logic mistakes made by the programmer.
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1.
From the Unified CCX Editor menu, choose Tools > Validate .
Figure 134. Validate
2.
Click OK to acknowledge successful validation.
Figure 135. Script Validation Succeeded
3.
From the Unified CCX Editor menu, choose File > Save As .
4.
Use the Save Scrip t As file dialog to browse to the folderDesktop\CCX-Enablement\Module2 .
5.
Click Save .
Figure 136. Save Script As
6.
Observe that the file path of the currently open script has changed to reflect the Save As operation.
Figure 137. Updated Script File Location
7.
Exit the Unified CCX Editor by choosing File > Exit from the menu.
Upload and Refresh In order to make our changes active we must upload our saved script to theUnified CCX Script Repository . 8.
Launch Mozilla Firefox by clicking on the icon in the task bar.
9.
From the homepage, navigate to Collabor ation Admin Links > Cisco Unified CCX 11.0 .
Figure 138. Unified CCX Admin Web Link
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10. Click the Cisco Unified Contact Center Express Administration
hyperlink.
11. Log in to Unified CCX as administrator with Password: dCloud123! . 12. Click Log in . 13. From the menu choose App li cati on s > Script Management . Figure 139. Applications > Script Management
14. Click the hyperlink for CCX_Enablement to browse to the CCX_Enablement folder. 15. Click the Upload Scripts button. Figure 140. Upload Scripts
16. In the Upload Script pop-up window, clickBrowse . 17. Use the File Upload dialog to browse to the folder Desktop\CCX-Enablement\Module2 . 18. Choose the file icd.aef (saved in the previous activity), clickOpen . Figure 141. Upload Script
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19. In the Upload Script pop-up window, clickUpload . 20. When prompted tooverwrite the existing script file, clickOK. Figure 142. Overwrite Existing
21. In order to refresh both thescript and the application, clickYes when prompted. This will make the uploaded script active.
NOTE: Overwriting and Refreshing a script application is a service impacting event. While the script is updated and loaded into memory, incoming calls to the affectedUnified CCX script application will fail with an error. The time duration for a refresh is extremely narrow, but it is important to perform such changes during a scheduled maintenance window. Figure 143. Refresh Script and Application
Test and Validate With all modifications to enableEWT play back to callers made and the updatedicd.aef script file in place, we are ready to place a test call to our application and verify that our advanced script update has been successful.
Expected Wait Time data field as being predictive and dependent Recall that earlier in our activity we discussed the nature of the on having enough data to perform a calculation. In a production system with a volume of incoming calls and one or more personnel actively taking calls, we could expect that our change would produce instant results. However because the only call traffic generated toward this Unified CCX system is that created during the course of our lab exercises, we will need to take steps to create the environment required for theEWT calculation to return a result. We will begin by placing a test call from the jabber client on wkst1.dcloud.cisco.com
to the Unified CCX application trigger. We
PSTN to the will answer the call as anAni ta Perez . While leaving the conversation active we will place a second call via the assigned DID. It will be from this queued call that we will observe the result of our changes in action. 1.
Switch focus to the RDP session connected to wkst2.dcloud.cisco.com
2.
From an earlier exercise, agent Ani ta Perez should be logged into theCisco Finesse Desktop and in a Not Ready state.
(Anita Perez).
NOTE: If either of the Live Data Report gadgets indicate a timeout error, simply click the [ 3.
] icon to renew the connection.
In order to transition to a Ready state , click the Not Ready menu item at the top of theCisco Finesse Agent Des ktop page.
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4.
Choose Ready .
Figure 144. Transition to Ready
5.
Ani ta Perez is now in a Ready state and will immediately receive the next incoming call.
6.
Switch focus to the RDP session connected to wkst1.dcloud.cisco.com
7.
In the Cisco Jabber client, type 6021 into the Call or Search field and pressEnter or click the green call button. IfCisco
(Charles Holland).
Jabber is running minimized you may click on theCisco Jabber taskbar icon [
] to bring the application into focus.
Figure 145. Call from Cisco Jabber
8.
You will be prompted with the following menu choices: •
9.
For new orders press 1.
•
For questions regarding an existing order press 2.
•
For all other inquiries press 3.
Press either 1 , 2 or 3 on the Cisco Jabber keypad to continue.
10. Switch focus to theRDP session connectedto wkst2.dcloud.cisco.com
(Anita Perez).
11. Click the Answer button on the Cisco Finesse Desktop to answer the call. 12. Locate the Session Details tab for your lab session indCloud . This will list the automatically assigned DIDs for the session and the Directory Number (DN ) to which to the DID corresponds. In this case, you should locate theDID associated with
Directory Number 602 1 . Consult the graphic below for reference. Figure 146. Locate DN 6021 under Session DIDs
13. From a telephone with long distancedialing capability dial theDID mapped to DN 6021 as listed. In the example above (See
Figure 144 ) the number would be +1(919) 474-5551.
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14. You will be prompted with the following menu choices: •
For new orders press 1.
•
For questions regarding an existing order press 2.
•
For all other inquiries press 3.
15. Press either 1 , 2 or 3 on the telephone keypad to continue.
Queued execution branch of theSelect 16. Because the only logged in agent, is currently talking, we expect to encounter the Resource script step. Our newly modified script will determine the value of the EWT CSQ statistic and if greater than 0 seconds we should hear the following:
“ All representatives are cur rently assisti ng other callers. Ple ase remain on the line and your call will be answered in the order it w as rece ived” . “ Your expe cted wait time is. .”
“ seconds .”
17. Next, observe that the Music on Hold audio begins to play. This indicates the execution ofthe Call Hold script step. This will continue for 30 seconds.
EWT 18. The same series of messages is repeated to the caller during each queue iteration until an agent answers the call. The will be re-calculated on each iteration thus providing an update. 19. When finished observing script behavior hang upthe call. 20. Switch or maintainfocus on the RDP session connectedto wkst2.dcloud.cisco.com . 21. End the current call by clicking theEnd [
]buttononthe
Cisco Finesse Desktop .
22. Close the Mozilla Firefox Web Browser. 23. Switch to the RDP session connected towkst1.dcloud.cisco.com
(Charles Holland).
24. Close the Mozilla Firefox Web Browser.
Module 2 Conclusion We have now successfully applied advanced scripting techniques to enhance the caller queuing experience by playing back the
Estimated Wait Time value. Through the completion of this activity, you analyzed and observed logical Call Workflow operations and learned how tools available in theUnified CCX E ditor make this functionality possible.
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Module 3: Provisioning Finesse Agent Email and Unified CCX WebChat ATTENTION: Students MUST complete the activities Connecting to Your Sessionand Lab Orientation prior to working on this lab module. This ensures an activeCisco Any Connect VP N session to your assigned Lab Session and activeRDP connections to
wkst1.dcloud.cisco.com , wkst2.dcloud.cisco.com , and ad1.dcloud.cisco.com .
Module Overview In the preceding lab modules, we have focused exclusively on exploring Cisco Unified Contact Center Express
within the
context of voice contact workflows.Cisco Unified CCX is an incredibly robust and feature-rich customer collaboration solution, offering not only best in breed voice contact management, but also multi-channel support for Email, Web Chat, and Social Media contact management. In this Module, we will explore extending the capabilities ofUnified CCX through the addition of both Agent Email and Web Chat capabilities to an existingUnified CCX voice deployment. In tandem with the power ofCisco SocialMiner it has never been easier to provision and deploy these capabilities for your customer.
What is Unified CCX WebChat? Unified CCX WebChat allows Unified CCX agents to handle customer chat requests using the agent Web Chat gadget in Cisco Finesse . This feature requiresCisco SocialMiner to accept and relay the contact requests from a customer website. One typical deployment scenario would involve the placement of the customer web-server and Cisco SocialMiner in the customer DMZ. Our lab topology most closely emulates this methodology. Figure 147. Unified CCX WebChat Workflow
1. 2.
An End-User makes an http or https connection to the customer website. Generated html codereferencing the Unified Social miner is hosted on the website, which relaysthe customer request to the Cisco SocialMiner.
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3.
Cisco SocialMiner isconfigured via Unified CCX to accept the incoming request and relay it to the Cisco Unified CCX server.
4.
A ready agent receives the customer chat request in the WebChat gadget in Cisco Finesse .
What is Cisco Finesse Agent Email? Unified CCX allows email contacts to be routed to agents based on the email addresses to which customers send them. The Cisco Finesse Agent Email
feature uses skill-based routing and last-agent email routing.
Like Unified CCX WebChat , Cisco Finesse Agent Email
requires the deployment ofCisco SocialMiner to handle the email and
relay the contact requests from a mail server. The Cisco Finesse Agent Email feature requires the use of a third party mail server (Microsoft Exchange 2010 and 2013 are supported). Cisco SocialMiner uses secure IMAP (for message retrieval) and secure SMTP (for message sending) on the Exchange Server. Separate CSQs are required for Email. You must associate each Email CSQ with a separate email account on the mail server. This account must be dedicated to the Cisco Finesse Agent Email feature and may not be used for other purposes. Agent association with Email CSQs is configured in the same manner as Voice CSQs by assigning skills and competency levels to the CSQ. Figure 148. Cisco Finesse Agent Email Workflow
1. 2.
An End-User sends an email message to
[email protected]
.
The Microsoft Exchange server where the mailbox
[email protected] accepts the incoming message.
3.
Cisco SocialMiner is configured (via Unified CCX) to monitor
[email protected] using IMAP.
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4.
When a new message arrives this informationis relayed to Cisco Unified CCX where it is routed based on the CSQ configuration.
5.
An agent in a Chat/Email ready statereceives the customer email and may manage the contact in with the Cisco
Finesse Agent Email gadget. NOTE: This is a lab environment without firewall security implemented. As such, all hosts reside on the same LAN segment. In a production scenario, firewall rules and IP routing must be configured to allow required communication between components.
Module Objectives In this module, we will: •
•
Review the requirements and pre-requisites for deploying Cisco Finesse Agent Email Use the Cisco Unified CCX Administration
and Unified CCX WebChat
interface to provisionCisco Finesse Agent Email
and Unified CCX
WebChat •
•
•
Explore the use of Predefined Responses Use a Web Server to host the Unified CCX WebChat form Use the Cisco Finesse Desktop Administration
interface to enable theAgent Em ail and Web Chat gadgets
•
Test and explore the functionality of Cisco Finesse Agent Email
•
Test and explore the functionality of Cisco Unified CCX WebChat
Topology Review and Pre-Configuration Cisco In order to reduce the time required to complete the lab module, some tasks required to facilitate the deployment of the Finesse Agent Email and Unified CCX WebChat features have been performed in advance. The following section provides background on key solution components, their location in the topology and specific configuration in place.
Topology Table 24.
Cisco Finesse Agent Email and Unified CC X WebChat Components
Diagram
Name
Descrip tio n
Host Name (FQDN)
IP Address
1
UCCX2
Unified Contact Center Express 11.0.1
uccx2.dcloud.cisco.com
198.18.133.20
administrator
dCloud123!
2
CCX-SM1
Cisco Social Miner 11.0
ccx-sm1.dcloud.cisco.com
198.18.133.21
administrator
dCloud123!
3
MAIL1
Exchange 2010
mail1.dcloud.cisco.com
198.18.133.2
administrator
C1sco12345
4
AD1
Active Directory, DNS, IIS
ad1.dcloud.cisco.com
198.18.133.1
administrator
C1sco12345
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Username
Passw ord
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Figure 149. Lab Topology
Cisco Unified Contact Center Express 11.0(1) Cisco Unified CCX is installed and provisioned with an agent team and voice contact workflow as defined in the following tables. The Customer Service team will serve as the Line of Business
for which we will deployCisco Finesse Agent Email
Unifi ed CCX WebChat . Unifi ed CCX 11.0(1) is running on uccx2.dcloud.cisco.com Table 25.
Configured Teams
Name
Primary Supervisor
Agents Assigned
CSQs Assigned
Customer Service
Charles Holland
Ani ta Per ez, Char les Ho ll and
CustomerService_Voice
Table 26.
Primary Demonstration Users
Name
Use Case
IPCC Ext
Logi n ID
Passwor d
Charles Holland
Act s as bot h a Sup ervi sor and Agen t f or th e Customer Service Team
6018
cholland
C1sco12345
Anita Perez
Acts as the primary Agent for the Customer Service team
6017
aperez
C1sco12345
Table 27.
Contact Service Queues (CSQs)
Name
Use Case
Skill Name
Skill Level
CustomerService_Voice
Voice Contact CSQ for Customer Service Calls
CustomerService_Voice
Minimum - 5
Table 28.
and Cisco
(198.18.133.20).
Voice Applications, Scripts, Trigger#
App li cati on Name
Descr ip ti on
Scri pt Fil e
Tri gg er DN
CS_Voice_Main
Voice Contact CSQ for Customer Service Calls
CCX_Enablement/icd.aef
6021
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Cisco SocialMiner 11 Cisco Social Miner is installed and is running in the environment in an un-provisioned state. You will configure the connection between Cisco SocialMiner and Cisco Unified CCX as part of the activities in this lab.Cisco SocialMiner 11 is running on ccx-
sm1.dcloud.cisco.com
(198.18.133.21).
Microsoft Exchange Server 2010 Cisco Finesse Agent Email : Microsoft Exchange Server has been installed with the following configuration to accommodate •
Secure IMAP4 communications on port 993 using an SSL certificate signed byAD1.dc lo ud.cisc o.co m . AD1.dc loud .cisco.com is a trusted CA on all hosts in the environment includingCisco SocialMiner and Cisco Unified CCX
•
•
Secure SMTP relay on port 587 using an SSL certificate signed byAD1.dc lo ud.c isco .com Mailbox and User account for
[email protected] in order to accept incoming email contacts on behalf of the CustomerService_Email Contact Service Queue created later in the module
Microsof t Exchange 201 0 is running on mail1.dcloud.cisco.com
(198.18.133.2).
Microsoft Internet Information Services (IIS) IIS will serve as the Web Server, which will host theUnified CCX WebChat form to accept incoming chat requests and relay to the
Cisco SocialMiner server. IIS is running onad1.dcloud.cisco.com (198.18.133.1).
Certificate Management and DNS Resolution All components of this lab environment are configured with SSL certificates signed by Micro soft Window s Server 2008
Certificate Services running on ad1.dcloud.cisco.com . Workstations used for configuration and demonstration have been provisioned to trust ad1.dcloud.cisco.com
as a Trusted Certificate Authority (CA) .
In addition, all Collaboration systems used in this demonstration are configured with Fully Qualified Domain Names and each is resolvable via hostname lookup.
NOTE: All communications between components and hosts comprising the Cisco Finesse Agent Email
and Cisco Unified CCX
WebChat features are secured usingSSL. In a production environment, the installation of valid SSL certificates is required as a preEnterprise Certificate requisite to feature deployment. Certificate management for this lab has been performed using an internal Aut ho ri ty (CA). In a production environment, it is recommended to use a trusted third party Certificate Authority to secure communications.
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Agent Email and WebChat Design Specifications Let us explore our intended end-state configuration forCisco Finesse Agent Email
and Cisco Unified CCX WebChat .
Chat and Email CSQs Unique CSQs for Chat and Email routing are required. These areSkill based CSQs and will require the creation and assignment of particular skills which then be assigned to agents in order to make them eligible to receive incoming Chat and Email contacts. Table 29.
New CSQ for WebChat
Name
Use Case
Skill Name
Skill Level
CustomerService_Chat
Chat Contact CSQ for Customer Service Chat Requests
CustomerService_Chat
Minimum - 5
Table 30.
New CSQ for Agent Email
Name
Use Case
Email Address
CustomerService_Email
Email Contact CSQ for Customer Service Chat Requests
[email protected]
Skill Name CustomerService_Email
Skill Level Minimum - 5
Configure the Unified CCX Chat and Email Subsystem In the following activity, we will configure theChat and Email Subsystem to integrate Unified CCX with Cisco Social Miner . 1.
Open the RDP session connected to wkst1.dcloud.cisco.com
2.
Launch Mozilla Firefox by clicking on the shortcut in the task bar [ ]. From the homepage, navigate to Collabor ation Admin Links > Cisco Unified CCX 11.0 .
3.
(Charles Holland).
Figure 150. Unified CCX Admin Web Link
4.
Click the Cisco Unified Contact Center Express Administration
5.
Log in to Unifi ed CCX as administrator with Password: dCloud123! .
6.
Click Log in .
hyperlink.
Figure 151. Log In to Unified CCX Administration
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Create Skills for Email and WebChat As specified earlier, we will use skill based routing for both Finesse Agent Email and WebChat contacts on this Unified CCX
System . Before configuring theCisco Finesse Agent Email
and Unifie d CCX WebChat features we will create the skills used to
determine agent eligibility to receiveEmail and Chat contacts. To avoid confusion and best illustrate theSkill > CSQ relationship, we will create one skill for Email and one for Chat. We will name these skills match theCSQ to which they will be assigned. See the table below for details. Table 31.
Skill Name to CSQ relationship
Skill Name
CSQ Name
Purpo se
CustomerService_Chat
CustomerService_Chat
Chat Contact CSQ for Custom Requests
er Service Chat
CustomerService_Email
CustomerService_Email
Chat Contact CSQ for Custom Requests
er Service Chat
1.
From the menu, choose Subsystems > RmCm > Skills .
Figure 152. Subsystems > RmCm > Skills
2.
Click the Add New [
3.
In the Skill Name field, type: CustomerService_Chat and then click the Save button to add the new skill.
]button.
Figure 153. Add the CustomerService_Chat skill
4.
Click the Add New [
5.
In the Skill Name field, type: CustomerService_Email and then click theSave button to add the new skill.
6.
Confirm that the list of Skills matches the graphic below.
]button.
Figure 154. New Chat and Email Skills
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Social Miner Configuration The first step in provisioning bothCisco Finesse Agent Email
and Cisco Unified CCX WebChat is to define the Cisco
SocialMiner server to which this Unified CCX application cluster will pair. All configuration will be performed from the Unified CCX Administration web interface. Unifi ed CCX will automatically perform the provisioning operations onCisco SocialMiner enabling it to handle and route incomingChat and Email requests.
NOTE: There is a one to one relationship betweenCisco SocialMiner and a Cisco Unified CCX Cluster . This is to say that a single Cisco SocialMiner server may pair with only oneCisco Unified CCX Cluster and vice-versa. 1.
From the menu, choose Subsystems > Chat and Email > SocialMiner Configuration .
Figure 155. Subsystems > Chat and Email > S ocialMiner Configuration
2.
We will specify the details on this page to indicate the hostnameand administrative username andpassword requiredto enable Unified CCX to connect to the target Cisco SocialMiner instance.
3.
Set the following values:
Table 32.
SocialMiner Configuration Parameters
Setting
Input
IP Address/Host Name
ccx-sm1.dcloud.cisco.com
User Name
administrator
Password
dCloud123!
4.
Click Save .
Figure 156. SocialMiner Configuration
5.
Observe the status message indicating that SocialMiner has been configur ed and the data has been sav ed successful ly . This confirms that the Cisco SocialMiner server joined to UCCX successfully and two-way communication established.
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NOTE: After saving this data you should notice a green checkmark [
] next to Campaigns. However, Feeds may take up to 2
Notifications will only minutes to transition from an alarm state. You may proceed to the next activity and check back later. transition to green after having received one email and/or web chat request.
Mail Server Configuration In order to provision elements of theCisco Finesse Agent Email
feature we must first specify the connection details for the
Microsoft Exchange email server where the mailboxes for Email CSQs will reside. 6.
Use the menu to navigate to Subsystems > Chat and Email > Mail Server Configuration
Figure 157. Subsystems > Chat and Email > M ail Server Config
7.
Enter the following values:
Table 33.
Mail Server Configuration Parameters
Setting
Input
Incoming (Secure IMAP) Hostname
mail1.dcloud.cisco.com
Outgoing (Secure SMTP) Hostname
mail1.dcloud.cisco.com
Description
Primary Mail Server
8.
Click Update .
Figure 158. Mail Server Configuration
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Adding Chat and Email Contact Service Queues As with voice contacts in Unified CCX , to accept and route incoming Chat and Email contacts, CSQs are defined for the purpose.
Recall : We created two skills CustomerService_Chat and CustomerService_Email earlier in this exercise. These will be used to CSQs. specify the assigned skill requirements to be eligible to receive contacts routed to our Chat and Email 1.
From the Unified CCX Administration
menu, navigate to Subsystems > Chat and Email > Contact Service Queues .
Figure 159. Subsystems > Chat and Email > Contact Service Queues
2.
Click Add New.
3.
To create the CustomerService_Chat Contact Service Queue, enter the following values:
Table 34.
Customer Service Chat CSQ Parameters
Setting
Input
CSQ Name
CustomerService_Chat
Resource Selection Criteria
Most Skilled
CSQ Type:
Chat
4.
Click Next .
Figure 160. Chat CSQ Configuration Part 1
5.
From the Avai lable Skil ls list, select CustomerService_Chat .
6.
Click Add .
Figure 161. Chat CSQ Skills Assignment
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7.
This operation assigns the CustomerService_Chat skill, with a required competency of 5. This means that agents must be assigned this skill at a competency level of 5 or higher to be eligible to receive chat contacts.
8.
Click Save .
9.
From the Contact Service Queues (CSQs) page, click the Add New button.
10. Enter the following values: Table 35.
Email CSQ Configuration Parameters
Setting
Input
CSQ Name
CustomerService_Email
CSQ Type:
Email
Resource Selection Criteria
Most Skilled
Email username
[email protected]
Email password
C1sco12345
Poll Interval
10
11. Click Next .
NOTE: The Poll Interval specifies the interval frequency inseconds that Cisco SocialMiner will attempt to fetch new mail for this account. Valid range is from 10 to 86400. We configured this at the minimum value of 10 to ensure that email is retrieved quickly during our testing and validation. Figure 162. Email CSQ Configuration Part 1
12. From the Avai lable Skil ls list, click CustomerService_Email . 13. Click Add . Figure 163. Email CSQ Skills Assignment
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14. This operation assigns the CustomerService_Email skill with a required competency of 5. This means that agents must be assigned this skill at a competency level of 5 or higher to be eligible to receive email contacts. 15. Click Save . 16. Confirm that thelist of CSQs matchesthe graphic below: Figure 164. Chat and Email CSQs
Assigning Chat and Email CSQs to the Customer Service Agent Team In the next section, we will associate the newly createdCustomerService_Chat and CustomerService_Email Contact Service Queues with the Customer Service agent team. This affects whether queue data is presented in the various team reporting interfaces and supervisor tools in theCisco Finesse Supervisor Desktop 17. From the Unified CCX Administration
.
menu, navigate to Subsystems > Chat and Email > Teams .
Figure 165. Subsystems > Chat and Email > T eams
18. Click the hyperlink for Customer Service to edit the Customer Service team properties. 19. In the Avai lable CSQs list, click the entry forCustomerService_Chat . 20. Hold the Shift key and click the entry forCustomerService_Emal to choose multiple items. 21. Click the left arrow [
] to assign the selected CSQs to the Customer Service team.
Figure 166. Assign CSQs to Customer Service Team
22. Click Save .
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Assigning Email and WebChat Skills to Agents CustomerService_Chat and In order to make our agents eligible routing targets for both Chat and Email contacts within the CustomerService_Email Contact Service Queues, we must assign these skills to agents with competency greater than or equal to the minimum skill competency specified by our CSQ configuration. We will use the Assi gn Skill s wizard to assign both Charles Holland and Anita Perez theCustomerService_Chat and
CustomerService_Email skills at a competence of 5 (the default) . 1.
From the menu choose Subsystems > RmCm > Assi gn Skil ls .
Figure 167. Subsystems > RmCm > Assign Skills
2.
Place a checkmark in the boxes to select Charles Holland and Ani ta Perez .
3.
Click the Add Skill button.
Figure 168. Choose Agents
4.
In the Avai lable Skill s list, click the entry forCustomerService_Chat .
5. 6.
Hold the Shift key and click the entry forCustomerService_Emal to choose multiple items. Click the left arrow [ ] to assign the selected Skills at the default Competence Level of 5.
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7.
Click the Update button to assign these skills to the selected agents.
Figure 169. Assign CustomerService_Chat and CustomerService_Email skills
8.
Click OK to apply changes to the selected resources.
Figure 170. Apply Changes
9.
The CustomerService_Chat and CustomerService_Email skills are assigned a Competence Level of 5. Charles and Anita are considered active resources in theCustomerService_Chat and CustomerService_Email Contact Service Queues.
Predefined Responses Use the Predefined Responses page to configure and manage chat and email predefined responses. You can add a maximum of 500 chat and email responses. These responses are available in the Manage Chat and Email gadget on Finesse Agent Desktop. You can configure the responses to be available either to all the agents or only to the agents that are associated with specific CSQs. In this activity, we will create a pre-defined chat response for later observation. 1.
From the menu, choose Subsystems > Chat and Email > Predefined Responses .
Figure 171. Subsystems > Chat and Email > Predefined Responses
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2.
Click Add New.
3.
Create a predefined Chatresponse to simplify the initial agent greeting. Use the table below to complete the form:
Table 36.
Predefined Chat Response Configuration Parameters
Setting
Input
Title
Initial Greeting
Type
Chat
Response
Thank You for contacting us. How may I a
Tag
Global for all CSQs
4. 5.
ssist you to day?
Click Save . This predefinedresponse will now be available fromthe Unified CCX WebChat gadget on Cisco Finesse Desktop when replying to incoming Chat requests.
Figure 172. Configured Response
Create a Chat Web Form and Social Minder Chat Widget Next, we will create a Chat Web Form and Chat Widget combination. The Chat Web Form provides a mechanism for customers
Statement) for their contact along with contact details. This to enter pertinent information regarding the reason Problem ( information is then posted to theChat Widget hosted on Cisco SocialMiner . It is used to route the contact to an assigned Chat CSQ. As part of the creation of aChat Widget the wizard will generate html code for a matchingChat Web Form to be hosted on a customer website accessible from the internet. For this lab, we will use this generated code and host the resulting Web Chat
Form on the Web Server running onad1.dcloud.cisco.com . 1.
From the menu, choose Subsystems > Chat and Email > Chat Widget Li st .
Figure 173. Subsystems > Chat and Email > Chat W idget Llist
2.
From the List Chat Web Forms configuration page, click theAdd New button.
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3.
Let’s analyze the available fieldsand their purpose:
Table 37.
Chat Web Form Configuration Parameters
Form Area
Parameter Name
Description
Widget Details
Name
Unique identifier of the chat widget.
Description
Chat widget description.
Logo URL
Location of the logo fi le displayed in the widget.
Widget Wait Message
Message displayed to the customer when the customer starts a chat session.
Join Time-out Message Error Message
Message displayed to the customer when a chat request is not handled within the set ti me. Message displayed to the customer when CCX or chat service is not available to handle chat requests.
Customer Details
A list of pre-defined fields, which a customer will be prompted to provide. This data will be available to an answering agent in the Fi nesse WebChat gadget.
User Form Fields
4.
Create a WebChat Wid get using the following parameters:
Table 38.
WebChat Widget Configuration Parameters
Setting
Input
Name
Customer Service
Description
Customer Service WebChat Widget
Logo URL
http://ad1.dcloud.cisco.com/dcloud/images/Cisco.png
5.
Under the User Form Fields heading from the Availa ble Field s list, click the entry forName.
6.
Hold the Ctrl key and click the entry forEmail and the entry for PhoneNumber to choose multiple items.
7.
Click the right arrow [
8.
Click the Next button to continue.
] to assign the selected Fields to the Web Form.
Figure 174. WebChat Widget Configuration
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9.
Next, create a Problem Statement to be used by the WebChat Wid get to route the request to a specified CSQ. Use the parameters in the table below:
Table 39.
Problem Statement Configuration Parameters
Setting
Input
Problem Statement
Product Order Support
CSQ List
CustomerService_Chat
10. Click Next . 11. The next page displays a preview o f the Web Form generated during the configuration process. Notice that the Name, Email , and Phone Number fields are present. A single problem statement entitledProduct Order Support
is available via the drop-
down menu. Figure 175. Web Form Preview
12. Click Finish to continue. 13. The final page of the Chat Web Form Configurati on wizard displays the generated html code for the Web Form created through the configuration process. 14. Use your mouse to select alltext within the Generated Code window between the and tags. Figure 176. Select Generated Code
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15. With your mouse positioned anywhe re over the highlighted text, right-click and chooseCopy from the context menu. 16. Open the Notepad application on wkst1.dcloud.cisco.com
by clicking the icon [
] in the windows taskbar.
17. Anywhere within the Notepad application window, right-click with your mouse and choosePaste from the context menu. 18. Minimize but do not close the Notepad application.
NOTE: We will use the generated code in a later step to complete the process of hosting an html web form. 19. Switch application focusback to the Mozilla Firefox browser and click the Done[
]button.
Email and Chat Channel Parameters The settings defined here allow administrators to customize the behavior of the Chat and Email contact channel parameters. These are global values applied toALL Chat and Email Contact Service Queues created. Let us take a moment to review the channel configuration options. 1.
Click the Mozilla Firefox browser tab connected to theCisco Unified CCX Administration
2.
From the menu, choose Subsystems > Chat and Email > Channel Parameters .
web page.
Figure 177. Navigate to Channel Parameters
3.
Review the parameters listedin the table below to understand their purpose.
Table 40.
Chat and Email Global Channel P arameters
Channel Type
Parameter Name
Description
Chat
No Answer Timeout (Seconds)
The time allotted for an agent to res pond to the chat request after which, the chat r equest is routed back to the chat queue.
Chat
Join Timeout (Minutes)
The time after which the customer initiates a chat and, if an agent is not joined, the customer gets a message indicating that chat is currently unavailable. An agent may still join the chat after this timeout expires.
Chat
Inactivity Timeout (Minutes)
The customer inactivity time after which, the system ends the c hat. (Customer side only)
Chat
Offer Chat Contact When On Voice Call
Choose Yes to allow agents to handle an incoming chat while on a voice call.
Chat
Offer Voice Call When On Chat
Choose Yes to allow agents to handle an incoming voice call while in an activ e chat session.
Chat
Maximum Number of Chat Sessions Per Agent
A range of 1-5, specifying how many concurrent chat sessions an agent is allowed to handle.
Email
Maximum Number of Email Sessions Per Agent
A range of 1-5, specifying how many concurrent email sessions and agent is allowed to handle.
Email
Sticky Email Timeout (Hours)
Specify the amount of time for which an email message waits for a reply from a specific agent. Sticky email routing (Last-agent email routing) is a mechanism to route an email message to t he agent who handled the last leg of the email conversation. When an email message, which is part of an ongoing conversation, comes in and the agent who handled the last leg of the conversations is not available, the e mail will wait for the time specified by this parameter. Valid ranges are 1-120 hours.
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NOTE: These parameters should be reviewed and set based on the business case for a particular contact center environment. For example, the Sticky Email Timeout value would be much higher in cases where consistency of ownership of a particular email contact (usually based on the nature of the contact) is of higher importance than the speed at which a reply is generated to back to a customer. These values allow you to customize the behavior of the system to meet the business objectives of your customer.
Chat and Email Provisioning Complete All Chat and Emai l provisioning needed to enableCisco Finesse Agent Email
and Cisco UCCX WebChat is now complete.
Configure Cisco Finesse to Enable Agent Email and WebChat Cisco Finesse Desktop layout to With all Chat and Email subsystem provisioning complete, we must now modify the default enable activation of the built-in gadgets forAge nt Em ail a nd Web Chat.
Configure Desktop Layout 1.
From the Navigation menu of the Cisco Unified CCX Administration
2.
Click Go .
web page, choose Cisco Finess e Administration .
Navigate to Cisco Finesse Administration
NOTE: Finesse Administration can be accessed directly using the following URI: https://uccx1.dcloud.cisco.com:8445/cfadmin . 7.
Log in to Cisco Finesse Administration
with ID: administrator and Password: dCloud123! .
Log in to Cisco Fin esse Administration
3. 4.
From the menu, choose Desktop Layout . The default Cisco Finesse Des ktop layout includes code to enable theWebChat and Agent Em ail gadgets; however, it is commented out and therefore ignored by the rendering engine.
5.
Observe near the top of the current layout there is a commented section of code for the WebChat and Email gadget. The beginning of a comment is denoted by a.
Figure 178. Finesse Desktop Layout Commented Portion
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Removing the comment markers as well as the comment text and leaving only the gadget delimitations enables the gadget. There
Cisco SocialMiner server are six distinct commented areas within the layout file and two locations where the hostname of the must be inserted. To save time, a pre-edited copy of theFinesse D esktop Layo ut file has been created for use in this activity. 6.
Locate the pre-configured FinesseDesktop layout file by double-clicking onthe folder CCX-Enablement folder on the windows desktop of wkst1.dcloud.cisco.com
(Charles Holland).
7.
Browse to the folder Module3 .
8.
Double-click the file Chat_Email_Finesse_Layout.xml
to open the file in Notepad .
Figure 179. Open Finesse Desktop Layout XML File
9.
Use the Ctrl + A key combination to choose the contents of the file.
10. Use the Ctrl + C key combination to copy the selection to the clipboard. 11. Close this Chat_Email_Finesse_Layout.xml
file open in the notepad editor.
12. Switch application focusback to the Cisco Finesse Administration
web page.
13. Place your mouse cursor within the Finesse Layout XML frame. 14. Use the Ctrl + A key combination to select all text within the frame. Figure 180. Select all current XML
15. Use the Ctrl + V key combination to paste the code copied from the clipboard earlier.
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16. Click the Save button. 17. Observe the status message indicating that the layout modification is saved successfully. Figure 181. Modification Successful
18. Close the Cisco Finesse Administration
tab in Mozilla Firefox .
Hosting the Chat Web Form Generated Code In order to make use of the html Web Form code generated during the previous exercise, we must save the code as an HTML file and place it in a file directory on the Web Server that is part of the web-hosting configuration. Using a network drive mapped to
ad1.dcloud.cisco.com we will save the resulting html file to the default hosting directory of Internet Inform ation Service (IIS ) : C:\inetpub\wwwroot . Once the file is saved to the appropriate directory onad1.dcloud.cisco.com , all we need do is restart the web server and it will automatically be available at the URL:http://ad1.dcloud.cisco.com/chat.html.
Save chat.html to ad1.dcloud.cisco.com 1.
Switch focus to the Notepad application where the generated code was copied to in our earlier exercise.
2.
From the Notepad menu, choose File > Save As .
Figure 182. Save As
3.
In the Save As dialog, expand Computer and choose the Mapped Network drive letterZ.
Figure 183. Browse to Mapped
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4.
Enter the following values
Table 41.
to save the generated code as an html file.
Save As Parameters
Setting
Input
File Name
chat.html
Save as type
All Fil es (*.*)
Encoding
ANSI
Figure 184. Save As Parameters
5.
Click Save
6.
Close the Notepad application.
NOTE: By saving the file to the mapped network drive, we have actually placed it in the IIS web root directory on ad1.dcloud.cisco.c om (C:\inetpub\wwwroot ).
Restart IIS 7.
Switch to the RDP session connected to ad1.dcloud.cisco.com
8.
Launch the IIS Manager application by clicking the icon [
9.
In the Connections pane of the IIS Manager window, choose the entry forAD1 (DCLOUD\admi nistr ato r) .
(Administrator).
] in the windows taskbar.
10. In the Acti on s pane, click Restart to restart the web server and make thechat.html file actively available. Figure 185. Restart IIS
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Verify Web Form With the configuration to the Web Formchat.html complete we will test to ensure that the file is accessible in a web-browser before moving on to the next configuration activity. 11. Switch to the RDP session connected towkst1.dcloud.cisco.com
(Charles Holland).
12. Bring focus back to Mozilla Firefox and click the + next to the current open tab toopen a new tab . Figure 186. New Tab
13. From the dCloud Homepage , choose Collaboration User and Test Links > UCCX 11.0.1 Agent Chat Widg et . You may also type or paste the URLhttp://ad1.dcloud.cisco.com/chat.htmlinto the new web browser tab to access the form directly. 14. Observe the newly hosted Web Form displayed. It should match the graphic below. Figure 187. Hosted Web Form
15. Leave this tab open as it will be used again.
Testing Unified CCX WebChat With all configuration activities completed, we will now log in to the Finesse Agent D esktop with the updated layout and test our configured WebChat implementation by answering customer chat requests as agentAni ta Perez .
Log in to Cisco Finesse and Transition to Ready for Chat and Email 1.
Switch to the RDP session connected to wkst2.dcloud.cisco.com
2.
Launch Mozilla Firefox by clicking the icon [
(Anita Perez).
] in the Windows taskbar.
3.
From the homepage, navigate to Collaboratio n User and Test Link s > UCCX 11.0.1 Fine sse Deskt op .
4.
Enter the following to log in to the Cisco Finesse Agent Desktop : •
ID: aperez
•
Password: C1sco12345
•
Extension: 6017
Figure 188. Log In to Cisco Finesse
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5.
Click Sign In .
6.
Notice that based on the changes made to the Finesse D esktop Layo ut , a new tab namedManage Chat and Email is present. Also, note the state change gadget forChat and Email .
Figure 189. Changes to Desktop Layout
7.
Transition to Ready for Chat and Email by clicking the down arrow to the right of theNot Ready fo r Chat and Email control.
Figure 190. Transition to Ready for Chat and Email
NOTE: There are two distinct agent states, which are managed independently of one another. An agent may be ready for either Voice or Chat and Email or both simultaneously. Transitioning to aReady state for one has no effect on the other.
Test Unified CCX WebChat 1.
Switch to the RDP session connected to wkst1.dcloud.cisco.com
2.
Switch focus to thetab connect tothe newly createdWeb Chat Form. If Firefox is closed, youmay navigate directly to the
(Charles Holland).
Web Form by browsing to the following URL:http://ad1.dcloud.cisco.com/chat.html. 3.
In the chat form enter the following
Table 42.
values or appropriate text of your choice:
Save As Parameters
Setting
Input
Name
Charles Holland
Email
[email protected]
Phone Number
+14085556018
Problem
Product Order Support
Figure 191. Web Form
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4.
Click Submit .
5.
Observe that the browser is connected to the Chat Widget hosted onCisco SocialMiner .
Figure 192. Chat Widget Welcome Message
6.
The welcome message will continue tobe presented until either the chat session is connected to an available agent orthe timeout value specified in theChannel Parameters has been reached.
7.
Switch to the RDP session connected to wkst2.dcloud.cisco.com
8.
Notice that an incoming chat notification is displayed on the Home tab in Cisco Finesse .
9.
Accep t the incoming chat request by clicking theAcc ept button.
(Anita Perez).
Figure 193. Incoming Chat Request
10. Observe thatthe Cisco Finesse Desktop switches application focus to theManage Chat and Email tab. 11. Use the Select Predefined Response button [
] at the far right of the chat response box.
12. Click Initial Greeting from the Predefined Response list to copy the predefined response text into the chat window. 13. Press the Enter key to paste this text into the chat. Figure 194. Predefined Response
14. Switch to the RDP session connected towkst1.dcloud.cisco.com
(Charles Holland).
15. Into the chat window, type anyresponse text of your choice. PressEnter to post the reply text into the chat session. Figure 195. Customer Response
16. Switch to the RDP session connected towkst2.dcloud.cisco.com .
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17. Type another reply of your choice and press Enter to post the reply into the chat session. Figure 196. Agent Reply Text
18. Feel free to continue replying back andforth. When finished chooseEnd from the Finesse Desktop . Figure 197. End Chat Session
19. Return to the RDP session connectedto wkst1.dcloud.cisco.com
(Charles Holland).
20. Observe the message to the customer that the chat session has ended. The customer is offered the option to save the chat transcript as a PDF file. Figure 198. Save Chat Transcript
21. Click Yes to save the transcript. 22. In the Save As dialog, click OK. 23. Close the Chat tab in the Mozilla Firefox browser. 24. Use the windows file explorer to browseto Desktop\CCX-Enablement\Downloads . 25. Double-click the saved PDF file to open and review it if desired. Figure 199. Saved Chat Transcript
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26. Close the Chat Transcript tab in the browser. 27. Close the Windows Explorer window.
Testing Cisco Finesse Agent Email In the final section of this lab module, we will test theFinesse Agent Email feature to confirm operation.
Send an Email to Customer Service 1.
Continuing from the RDP session connected to wkst1.dcloud.cisco.com , launch Microsoft Outlook
via the icon [
] on the
Windows Taskbar. 2.
Click the New Email icon [
3.
Compose a message to the Customer Service email CSQ using the following parameters:
Table 43.
] located in the top left of the Microsoft Outlook
Send email
Setting
Input
To
[email protected]
Subject
Order #11004
Message Body
Hello. I’d like to have the tracking number of m y recently shipped order. (Or text of you r choice)
4.
application window.
Click Send .
Reply to a Customer Email 5.
Switch to the RDP session connected to wkst2.dcloud.cisco.com
6.
Because Anita Perez is already in a state of Ready fo r Chat and Email , when the incoming message is routed to her,
(Anita Perez).
Finesse Desktop will automatically switch focus to theManage Chat and Email tab. The new message will be displayed along with a space for the agent to reply to the message. 7.
Type a suitable reply and click the Send button.
Figure 200. Reply to Customer Email
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Confirm Receipt of Reply 8. 9.
Switch to the RDP session connected to wkst1.dcloud.cisco.com
(Charles Holland).
Confirm that a reply message from
[email protected] present in the email inbox. It may take a minute or two for the email response to arrive.
Last-Agent routing (Email Stickiness) One of the capabilities ofCisco Finesse Agent Email
is to ensure that the agent, who handles the initial customer contact, is the
preferred target for replies on that email thread. This isLast-agent routing or Email Stickiness. The amount of time thatCisco
Unified CCX waits until releasing these replies back into the queue is specified by the Sticky Email Timeout value under Chat and Email > Channel Parameters , discussed earlier in the lab. This value can be a minimum of 1hr and up to 120 hours. In our final test, we will have Charles Holland assigned to the CustomerService_Email CSQ, with a competence level equal to Anita, and then he will log in to Cisco Finesse and transition to a Ready for Chat and Email state. Meanwhile agentAni ta Perez will then transition to aNot Ready fo r Chat and Email state. The customer will then reply to the same email thread. Based on your learning in this module, what do you expect the result to be? 1.
Switch to the RDP session connected to wkst2.dcloud.cisco.com
2.
Transition to Not Ready for Chat and Email by clicking the down arrow to the right of theReady for Chat and Email control.
3.
Return to the RDP session connected to wkst1.dcloud.cisco.com
4.
If not already running, launch Mozilla Firefox by clicking the icon [
5.
From the dCloud homepage, navigate to Collaboration User and Test Links > UCCX 11.0.1 Fines se Desk top .
6.
Enter the following to log in to the Cisco Finesse Supervisor •
ID: cholland
•
Password: C1sco12345
•
Extension: 6018
(Anita Perez).
(Charles Holland). ] in the Windows taskbar. Otherwise, open a new tab.
Desktop :
7.
Click Sign In .
8.
Transition to Ready for Chat and Email by clicking the down arrow to the right of theNot Ready for Chat and Email control.
Figure 201. Transition to Ready for Chat and Email
9.
From the Cisco Finesse Supe rviso r Desktop menu, click the Queue Data tab.
Figure 202. Queue Data Menu
10. Scroll to the bottom of thepage to view the data presented by theChat CSQ Summary Repor t live data gadget.
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11. Confirm that there are 2agents logged in and 1in a Ready state. Figure 203. Chat CSQ Summary Report
12. Switch application focus to the Microsoft Outlook
application.
13. Locate the Email reply from
[email protected] through the previous exercise.
14. Click the Reply[
]
button.
15. Leaving the Subject and To fields intact, compose a brief reply of your choice. 16. When finished click theSend button. Figure 204. Reply Email Thread
17. Switch application focus to the Cisco Finesse Desktop . 18. Observe that the email is not rou ted to Charles Holland. This is because the system will hold this message in reserve for
Ani ta Per ez until she becomes available to reply as long as it is within the timeout value of 4 hours per the currently configured Sticky Email Timeout of 4 hours. 19. Switch to the RDP session connected towkst2.dcloud.cisco.com
(Anita Perez).
20. From Cisco Finesse Agent Desktop , transition to a Ready for Chat and Email state. 21. Confirm that the reply email message is immediately presented toAni ta Perez . 22. Feel free to reply if desired.When finished, move on tothe next step. 23. Close the Mozilla Firefox Web Browser. 24. Switch to the RDP Session connected towkst1.dcloud.cisco.com
(Charles Holland).
25. Close Mozilla Firefox . 26. Close Microsoft Outlook .
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Module 3 Conclusion Through the completion of this activity, we accomplished the following learning objectives: •
•
Review the requirements and pre-requisites for deploying Cisco Finesse Agent Email Use the Cisco Unified CCX Administration
and Unified CCX WebChat
interface to provision Cisco Finesse Agent Email
and Unified CCX
WebChat •
•
•
Explore the use of Predefined Responses Use a Web Server to host the Unified CCX WebChat form Use the Cisco Finesse Desktop Administration
interface to enable theAgent Em ail and Web Chat gadgets
•
Test and explore the functionality of Cisco Finesse Agent Email
•
Test and explore the functionality of Cisco Unified CCX WebChat
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Module 4: Finesse Gadget Creation and Customization Tutorial ATTENTION: Students MUST complete the activities Connecting to Your Sessionand Lab Orientation prior to working on this lab module. This ensures an activeCisco Any Connect VP N session to your assigned Lab Session and activeRDP connections to
wkst1.dcloud.cisco.com , wkst2.dcloud.cisco.com , and ad1.dcloud.cisco.com .
Module Overview In this Module, we will learn how to add a customFinesse Gadget to the Cisco Finesse Agent Desktop
to meet a stated
business need. Cisco has made available certainSample Gadgets on the Cisco Developer Net work (DevNet ) website. We will be using the WebService Sample Gadget from this site, performing customization to make it suit our requirements. Through this process, we will explore howCisco Finesse Gadgets operate and how to deploy one in our lab environment.
NOTE: For students wishing to skip the gadget development process or encountering difficulty following the exercise, a working version of the customizedWebService Sample Gadget is in the Desktop\CC X-Enablement\Student-R esourc es\Module4-
Completed-Gadget folder of wkst1.dcloud.cisco.com .
What is Cisco Finesse? Finesse is a browser based Customizable Desktop Interface for both Agents and Supervisors. The interface is a compilation of customizable tables for various desktop layouts. It allows the Agent to change their state and interact with CRMs, 3rd Party tools, and Recording or reporting via customizable Gadgets. Figure 205. Cisco Finesse Desktop
Cisco Finesse can use third Party Gadgets to imbed applications into its interface or using the REST API, imbed the Finesses API into a customer’s own application.
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Gadgets use existing web standards: •
XML to define metadata
•
HTML for markup
•
JavaScript for interactivity
•
CSS for presentation and
•
Follow OpenSocial Gadget specification (Metadata storage and Content)
Finesse Gadgets at a Glance Cisco Finesse Gadgets are mini web pages (HTML JavaScript, Cascading Style Sheets) contained in an xml wrapper. In Cisco Finesse . Cisco Finesse essence, a containerized WebApp that is intended to perform a certain function and runs within Gadgets are architected using theOpenSocial specification. The OpenSocial specification defines acomponent-hosting environment
(container) and a set of commonapplication
programming i nterface s (APIs) for web-based applications. It has become widely adopted as a general use runtime environment for allowing untrusted and partially trusted components from third parties to run in an existing web application. Cisco provides Sample Gadgets and a JavaScript library for use in creating custom Gadgets. While Gadgets are quite simple, the easiest way to get started is to download a sample, deploy it to your Finesse Server, and see it in action. Ultimately, Cisco Finesse Gadgets are intended to provide the optimal set of tools, features, and data needed to effectively
Cisco Finesse Agent Desktop . The overall architecture of handle customer collaboration from within a single user interface: Cisco Finesse enables partners to help customers quickly and efficiently realize benefits of Unified CCX by adding required features as needed to Cisco Finesse in the form of gadgets.
Module Objectives Cisco In this module, we will explore and work through the process of downloading, customizing, and implementing a new Finesse Gadget , which solves for a potential business problem. We will use freely available editing tools and sample code to demonstrate and work through this process. •
Understand the modular architecture of Cisco Finesse
•
Understand the fundamentals of the operation and components of Gadgets in Cisco Finesse
•
Identify a theoretical businessproblem that can be solved using a custom gadget
•
Download an example gadget from DevNet
•
Customize gadget components to meet the use case
•
•
•
Host the gadget in Cisco Finesse Modify the Finesse D esktop Layout to add the new gadget Test operation of the gadget
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Topology Review and Pre-Configuration Finesse G adget Tutorial In order to reduce the time required to complete this module, some elements required to facilitate the have been configured in advance. The following section provides background on key solution components, their location in the topology and specific configuration in place.
Topology Table 44.
Cisco Finesse Agent Email and Unified CC X WebChat Components
Diagram 1
Name UCCX2
Descrip tio n Host Name (FQDN) Unified Contact Center Express 11.0.1 uccx2.dcloud.cisco.com
IP Address 198.18.133.20
Username administrator
Passw ord dCloud123!
2
WKST2
Windows 7 Workstation
wkst2.dcloud.cisco.com
198.18.133.37
aperez
C1sco12345
4
AD1
Active Directory, DNS, IIS
ad1.dcloud.cisco.com
198.18.133.1
administrator
C1sco12345
Figure 206. Lab Topology
Cisco Unified Contact Center Express 11.0(1) Cisco Unified CCX has been installed and provisioned with an agent team and voice contact workflow as defined in the tables below. The Customer Service team will serve as the Line of Business for which we will customize and deploy a newCisco
Finesse Gadget . Table 45.
Configured Teams
Name Customer Service
Primary Supervisor Charles Holland
Agents Assigned Ani ta Per ez, Char les Ho ll and
CSQs Assigned CustomerService_Voice
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Table 46.
Primary Demonstration Users
Name
Use Case
IPCC Ext
Logi n ID
Passwor d
Charles Holland
Act s as bo th a Super vi sor and Agen t f or th e Customer Service Team
6018
cholland
C1sco12345
Anita Perez
Acts as the primary Agent for the Customer Service team
6017
aperez
C1sco12345
Table 47.
Contact Service Queues (CSQs)
Name
Use Case
Skill Name
Skill Level
CustomerService_Voice
Voice Contact CSQ for Customer Service Calls
CustomerService_Voice
Minimum - 5
Table 48.
Voice Applications, Scripts, Trigger#
App li cati on Name
Descr ip ti on
Scri pt Fil e
Tri gg er DN
CS_Voice_Main
Voice Contact CSQ for Customer Service Calls
CCX_Enablement/icd.aef
6021
Microsoft Internet Information Services (IIS) IIS will serve as the Web Server, which will host an xml file that our custom gadget will fetch. IIS is running on
ad1.dcloud.cisco.com
(198.18.133.1).
Certificate Management and DNS Resolution All components of this lab environment are configured with SSL certificates signed by a Micro soft Window s Server 200 8
Certificate Services server running on ad1.dcloud.cisco.com . Workstations used for configuration and demonstration are provisioned to trust ad1.dcloud.cisco.com
as a Trusted Certificate Authority (CA) .
In addition, all Collaboration systems used in this demonstration are configured with Fully Qualified Domain Names and each is resolvable via DNS hostname lookup.
An Overview of Gadget Operation As mentioned previously, Cisco Finesse Gadgets make use of existing web standards: •
XML to define metadata
•
HTML for markup
•
JavaScript for Interactivity (controls and interface logic)
•
CSS to define visual styles used when rendering HTML
•
OpenSocial specification
Let us examine the process ofCisco Finesse Gadget operation: •
The Cisco Finesse Des ktop Layout instructs Cisco Finesse to render a gadget by providing the location of theXML file associated with the gadget
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•
Cisco Finesse fetches the XML file specified from a third party web server or directly withinCisco Finesse Web Server
•
Finesse will then render the contents of theGadget as HTML in a gadget container on theCisco Finesse Desktop
•
The Gadget includes a JavaScript file that references Web Services to provide it with data. The JavaScript executes defined data collection processes
•
Finally, the result of the data collection processis passed along to the Finesse Desktop in the Gadget container
WebService Sample Gadget Basics of Operation The WebService Sample Gadget shows how to retrieve and render anExtensible Markup Language (XML) file hosted on any web server. By default, this is anXML file containing the textHello World . While simplistic in terms of operation, this gadget allows us to explore the anatomy of aCisco Finesse Gadget and understand how we can customize existing code samples to meet the business needs of our customers.
How Will We Use It? In our scenario, the Customer Service agent team provides ordering support for anOrganization that manufactures high quality
Widgets . Calls into the Customer Service team may be to place a New Order or provide support for anExisting Order . The marketing group for theOrganization determined that information regarding current product promotions is not effectively being provided to the Customer Service representatives while speaking with customers. Agents taking new product orders are missing an opportunity to provide callers with promotional offers resulting in a loss of potential revenue. The marketing team posts promotion sheet calledCurrentPromotions.xml
on a nightly basis to the intranet web server.
We will customize the WebService Sample Gadget to retrieve the contents of the promotions list and render it in theCisco
Finesse Desktop , providing agents with the most recent promotional offering when fielding customer calls.
Download Gadget Code from Cisco DevNet any Cisco The Cisco Developer Net work or DevNet is a tremendous resource for those looking to extend the functionality of Product or Solution set. In this lab, we will use a publicly available code sample and through the process of implementation and
Cisco Finesse Gadgets . customization gain a fundamental understanding of the mechanics behind In the following steps, we will access theDevNet site and download the code for ourWebService Sample Gadget . 1.
Switch to the RDP session connected to wkst1.dcloud.cisco.com
2.
Launch Mozilla Firefox by clicking the icon [
3.
To access the DevNet sample gadgets repository, go tohttps://developer.cisco.com/site/finesse/downloads/sample-gadgets/ .
(Charles Holland).
] in the Windows taskbar.
Figure 207. Finesse Sample Gadgets URL
4.
Click Log In at the top of the page and log in with your CCO credentials.
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NOTE: To get the WebService Sample Gadget, youneed to log in to the DevNet website with yourCisco.com credentials . If you do not have those, please use this link to the download the gadget:https://cisco.box.com/WebServiceSampleGadget . 5.
On the Finesse Sample Gadgets
page, type Ctrl + F to open the Find window at the bottom of the browser.
6.
Search for WebService . Doing so will bring you directly to the entry for theSample Gadget WebService gadget.
7.
Click the hyperlink for Download WebServiceSampleGadget-2.0.zip to initiate the download.
Figure 208. Download the Sample Gadget WebService
8.
Click OK to Save File . This will download to the default directory atDesktop\CCX-Enablement\Downloads .
9.
Logo ut of the DevN et site.
10. Use Windows File Expl orer to navigate to the following directory >Desktop\CCX-Enablement\Downloads . 11. Right-click thefile WebServiceSampleGadget-2.0.zip and choose 7-Zip > Extract to “ WebServiceSampleGadget- 2.0\” . 12. This extracts the contents of the archive toa folder in the current directory namedWebServiceSampleGadget-2.0 . Figure 209. Extract Files f rom the .zip file
The Anatomy of a Gadget Next, we will examine the files that make up theWebService Sample Gadget and discuss the role and function of each. 1.
In the File Explorer window currently open in theDesktop\CCX-Enablement\Downloads
folder, browse to
WebServiceSampleGadget-2.0\WebService . Figure 210. Browse to the W ebService directory
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2.
Observe the files listed therein. A brief explanation of each file and its function is available in the following table.
Table 49.
Gadget Files and Function
File Name
Function
HelloWorld.xml
Sample XML content file which comes as part of the Sample Gadget. We will be modifying the contents of this file as part of our gadget customization process. We will create a file called Current Promotions.xml to meet our customer requirement.
WebService.xml
Gadget definition file containing the HTML content the gadget and references to files containing business logic,jQuery and Finesse JavaScript libraries and visual styles.
WebService.js
A JavaScript file containing the business logic for the gadget. The JavaScript file provides the logic to run the HTTP request to the Web Server, which hosts the content XML file to be retrieved. It t hen returns the result as HTML which is rendered on the Finesse Desktop.
WebService.css
This file defines the HTML styles used when the Gadget renders HTML content. The WebService.xml file references this explicitly.
NOTE: The Unified CCX server ships with installed copies of both thejQuer y and Finesse JavaS cri pt libraries located in the /opt/cisco/desktop/finesse/webapps/desktop/assets/js/ directory
. The JavaScript file, which contains the business logic of the
gadget, will leverage these libraries. They are referred to in the WeService.xml file. When developing your custom gadgets, you will also use these libraries. They arefinesse.js and jquer y.m in .js .
Create the Current Promotion XML File Marketing Team , but for the purposes of Ultimately, the control and update of this file would be the responsibility of our theoretical this lab we will take on that role and create the file that will contain the fictional information regarding current product promotions.
Cisco Finesse Gadget . We will then host this file on a web server to make it accessible to our Agents via the We will use the Hello World.xml file as the starting point and edit it to suit our needs.
Create the New CurrentPromotion.xml File 1.
From the File Explorer window viewing the Desktop \CCX-Enablement\Downloads\We bServicesSampleG adget2.0\WebService folder, right-click the fileHelloWorld.xml and choose Edit with Notepad ++ .
Figure 211. Edit with Notepad ++
NOTE: If presented with the notice of an update package being available, click No . 2.
Observe that the XML data structure and tags are not optimal for providing promotional data.
Figure 212. Contents of the HelloWorld.xml File
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3.
Clear the current data by highlighting
4.
Press the Backspace key to delete.
all the text beneath the XML version reference tag .
Figure 213. Highlight and Delete Existing Text
5.
Type or paste the following to create an XML data structure with appropriate promotion data: Super Del uxe Wi dget Bundl e Buy 2 Get 1 Fr ee
Figure 214. Product Promotion Data
Save the CurrentPromotion.xml File to the IIS Web Server To simplify file transfer operations, a mapped network driveZ:( ) has been configured onwkst1.dcloud.cisco.com This network share is actively connected to theWeb Root directory on ad1.dcloud.cisco.com We will save our new CurrentPromotion.xml
in advance.
and path is C:\inetpub\wwwroot .
file directly to the Web Server.
6.
From the Notepad ++ editor menu, choose File > Save As .
7.
In the Save As file dialog, browse to Computer > wwwroot(ad1.dcloud.cisco.com\C$\inetpub)(Z)
8.
In the File name field, change the name from HelloWorld.xml toCurrentPromotion.xml .
9.
Click Save.
Figure 215. Save As C urrentPromotion.xml
10. Close the CurrentPromotion.xml
file before proceeding.
Restart IIS on ad1.dcloud.cisco.com 16. Switch to the RDP session connected toad1.dcloud.cisco.com 17. Launch the IIS Manager application by clicking the icon [
(Administrator).
] in the Windows taskbar.
18. In the Connections pane of the IIS Manager Application window, choose the entry for AD1 (DCLOUD\admin ist rator) .
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19. In the Acti on s pane, click Restart to restart the web server and make theCurrentPromotion.xml
file active.
Figure 216. Restart IIS
Verify Accessibility of CurrentPromotion.xml With the configuration to the current promotion XML file complete, we will test to ensure that the file is accessible in a web-browser before moving on to the next configuration activity. 20. Switch to the RDP session connected towkst1.dcloud.cisco.com
(Charles Holland).
21. Return to the Mozilla Firefox browser. 22. Click the + next to the current open tab to open anew tab . Figure 217. New Tab
23. Type or paste http://ad1.dcloud.cisco.com/CurrentPromotion.xmlinto the new web browser tab to access the form directly. 24. The newly hosted CurrentPromotion.xml
file should be displayed and match the graphic below.
Figure 218. Result of browsing to the .xml file
25. Close this browser tab.
Edit the WebService JavaScript File With our source data successfully hosted onad1.dcloud.cisco.com
we must now modify theWebService.js JavaScript file to
point it to the CurrentPromotion. xml file to be the target for the XML data that will be returned. 1.
From the File Explorer window viewing the Desktop \CCX-Enablement\Downloads\We bServicesSampleG adget-
2.0\WebService folder, right-click the fileWebService.js and choose Edit with Notepad ++ .
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2.
Use the Ctrl + F keystroke combination to open aFind window.
3.
In the Find what: field type gadgets.io.makeRequest(encodeURI .
Figure 219. Find gadgets.io.makeRequest(encodeURI
4. 5.
Click Find Next . This will bring you to the location in the file where the Uniform Resourc e Indication (URI), from which this gadget will fetch data, is specified. This should beLine 90 of the WebService.js file.
6. 7.
Close the Find dialog window. The method gadgets.io.makeRequest is defined in the finesse.js JavaScript library file. It expects to be passed a validURI to which it will attempt to make a connection.Observe the code and comments in the file directly before the
gadgets.io.makeRequest method is invoked. 8.
Replace both occurrences of the string“https://10.88.194.158:8080” with “http://198.18.133.1:808 0” (include the quotes).
Figure 220. Change IP Address of target server
NOTE: Microsoft IIS on ad1.dcloud.cisco.com 9.
is configured to listen onport 8080 for incoming requests by IP Address.
By modifying the valueof the IP address specified in theURI, we have effectively instructed the gadge t’s business logic touse
ad1.dcloud.cisco.com
as the web server host with which it is expected to connect with.
10. Next, we will specify the actual file path relative tothe webserver root directory (/). 11. Use the Ctrl + F keystroke combination to open theFind window. 12. In the Find what field, type this.myrestRequest( . 13. Click Find Next . Figure 221. Find this.myrestRequest
14. This will bring you to the location in thefile where the file path tothe relevant XML file is defined. This should beLine 56 of the
WebService.js file. 15. Close the Find dialog window.
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16. Observe the code and comments in the file directly before thethis.myrestRequest method is invoked. Figure 222. this.myrestRequest
17. Replace the string “/userContent/HelloWorld.xml” rendering in the gadget.
with “/CurrentPromotion.xml” . In order to specify our target XML file for
18. Confirm that your file matches the graphic below. Figure 223. Set the file path f or myrestRequest
19. From the Notepad ++ Ed itor menu, choose File > Save . This will save modifications to theWebServices.js file. 20. Close this file before proceeding.
Edit the Gadget Definition File WebService.xml As mentioned when identifying the components of the WebService Sample Gadget , the WebService.xml file contains both the HTML content of the gadget in addition to specifying the location of the business logic, required JavaScript libraries, and visual styles. 1.
From the File Explorer window viewing the Desktop \CCX-Enablement\Downloads\We bServicesSampleG adget-
2.0\WebService folder, right-click the fileWebService.xml and choose Edit wi th Notepad ++ . 2.
Let us identify thethree key sections of the fileand their function with respect to the operation of any Cisco Finesse Gadget . The Figure below provides a visual aid to the data provided inTable 49 .
Table 50.
WebService.xml
Image Tag
File Section
Function
1
Gadget Header
Controls t he visual displ ay of the Gadget He ader such as Title
2
File Associations
Contains a list of all perti nent reference files required for Finesse Ja vaScript libr aries, Business Logic)
3
Gadget Body Layout
Layout of the Gadget Body including t he way in which data will be presented when re control s (buttons, search boxes) to be displaye d.
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this Gadget to operate (C SS Style Shee ts, jQuery and turned in additi on to any
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Figure 224. WebService.xml
Edit the Gadget Header In this case, the elements enclosed within the
tags specify the Title and Description of the
gadget. In the following steps, we will change the title to reflect our use case. 3.
Within the tag, locate the text Sample Gadget WebService
and replace the two occurrences t(itle ,
description) with the text “ Current P roduct Promotions” . NOTE: When editing values, ensure that quotes(“”) around the text are preserved. Omitting quotes for text fields will cause erroneous output. 4.
Ensure that your edits match the graphic below.
Figure 225. Replace Gadget Tile and Description
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Edit the Gadget Body Finesse Gadget . We will change the heading text of Our next series of edits will modify cosmetic elements within the body of the the table and the button label to suit our use case. 5.
Scroll down to the Body section shown in the next figure below.
6.
Replace the current text between the and tags with the text Current Promotion .
7.
Replace the current text between the and tags with the text Get Data.
8.
Confirm that your edits match the graphic below.
Figure 226. Replace legend and button caption
9.
From the Notepad ++ Editor menu, choose File > Save .
10. Close the file before proceeding.
Edit the Cascading Style Sheet (CSS) Associated with the Gadget Finally, we will make changes to the style of text displayed when the gadget retrieves marketing updates from the
CurrentPromotions.xml
file. This is done by editing theWebService.css file that is referenced in the gadget definition file
WebService.xml . 1.
From the File Explorer window viewing the Desktop \CCX-Enablement\Downloads\We bServicesSampleG adget-
2.0\WebService folder, right-click the fileWebService.css and choose Edit wi th Notepad ++ . 2.
Currently the there is only a single entry specifying the visual styles associated with the body element of the HTML document.
Figure 227. WebService.css
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NOTE: To better understand the relationship between an HTML Document and an associated CSS let us examine an HTML code snippet and a CSS directive intended to influence visual styles pertaining to it. Table 4.
HTML and CSS relationship HTML
CSS Appl ied
Referring to the table above observe the and tags. The entry in the linked CSS file specifies that a visual style will be applied to all elements within the body tags of the associated HTML document. Our goal is to provide differentiation between the rest of the body and the result returned from the CurrentPromotions.xml
file.
To do this we must add an entry that specifies the visual style to be associated and the HTML object that pertains to this data. Figure 228. WebService.xml HTML Snippet
Get Data button is clicked is displayed within a Based on the graphic above we can see that the data returned when the element specified by an id namedresult . We can therefore create a CSS entry pertaining to an HTMLspan object and specify the styles to be applied to each occurrence of the object. 3.
Using the Notepad ++ editor, copy or paste the following text directly beneath the current entry for body .
span { background- col or : #66CCFF; col or: red ; }
4.
Confirm that your copy of WebService.css matches the graphic below.
Figure 229. Modified W ebService.css
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The hexadecimal code#66CCFF specifies a shade of light blue. Thebackground-color
directive applies this color to the
background of the defined element. Thecolor directive refers to text displayed within the specified element. In this case, we simply use the value red . We can therefore expect that data returned by our gadget will be displayed in red text on blue background. 5.
From the Notepad ++ E ditor Menu, choose File > Save .
6.
Close the Notepad ++ application.
Hosting the WebService Gadget in Finesse on Unified CCX So far, we have modified all of theCisco Finesse Gadget files to render data based on the marketing group requirements. To make use of the gadget we must first upload it to the Gadget Container Directory on the UCCX server uccx2.dcloud.cisco.com .
Set the password for the Cisco Unified CCX rd 3 Party Gadget Directory The transfer process requires the use of anSFTP client and the built-in3rd Party Gadget SFTP account. This password must be configured before anSFTP connection can be made for file transfer into the3rd Party Gadget Directory . 1.
Launch the PuTTY terminal emulator by clicking the [
2.
Highlight the entry for uccx2 and click Load .
] icon in the Windows taskbar.
Figure 230. Choose Session and Load
3.
Click Open .
4.
Log in as administrator with password dCloud123! .
5.
Using the Unified CC X OS Admi nistrati on CLI , we will issue the commands required to reset the3rd Party Gadg et SFTP
account . Type the following command followed by theEnter key to set the password for the3rd Party Gadget SFTP account: ut i l s r eset _3rdp art ygadget_pa ssword
6.
In the New Passwo rd field, enter dCloud123!
7.
In the Confirm New Pass wor d field, type dCloud123! .
8.
Confirm that a message saying Password updated successfully
is displayed.
Figure 231. Reset 3rd Party Gadget SFTP Account
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The 3rd Party Gadget SFTP account is now ready for use in uploadingCisco Finesse Gadget files. 9.
Type exit followed by the Enter key to close the PuTTY session.
rd Upload Gadget Files to the Cisco Finesse 3 Party Gadget Directory
NOTE: Certain 3rd party gadgets may cause an upload error indicating insufficient permissions. To work around this issue, the os secure mode may be set to permissive temporarily to allow for upload. We already set theos secure mode to permissive as part of the pre-configuration of this lab. Next, we will use anSFTP client, WinSCP, to transfer the WebService gadget files to the 3rd Party Gadget Directory . 1.
Launch the WinSCP client by clicking the [
2.
Use the table below to fill in theSession details:
Table 51.
WinSCP Session Details
Setting
Input
File protocol
SFTP
Host name
uccx2.dcloud.cisco.com
Port number
22
User name
3rdpartygadget
Password
dCloud123!
3.
] icon in the Windows taskbar.
Refer to the graphic below to confirm the correct session configuration.
Figure 232. WinSCP Session Details
4.
Click Login .
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5.
When challenged to accept the host key provided by uccx2.dcloud.cisco.com
click Yes to continue connecting.
Figure 233. Trust RSA Key provided
6.
local files, while the right provides a The WinSCP client interface is broken into two panes. The left pane represents visualization of theremote host file system.
Figure 234. File Browsing Layout
7.
Click the Open Directory icon in the Local Filesystem pane to browse to the directory where the extractedWebService Sample Gadget files reside.
Figure 235. Open Directory
8.
In the Open Directory dialog, click the Browse button.
9.
Choose the folder Desktop\CCX-Enablement\Downloads\WebServicesSampleGadget-2.0\WebService
.
10. Click OK. Figure 236. Choose the WebService Sample Gadget Folder
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11. Click the OK button to complete the directory selection. 12. In the Remote Filesystem pane of the WinSCP application window, double-click thefiles directory. 13. In the local file system pane, select all the filesexcluding HelloWorld.xml. Consult the graphic below for reference. Figure 237. Choose Files for Transfer
14. Click the [
] icon or drag and drop the files to the remote destination to initiate the file transfer process.
15. In the Upload dialog, click OK to commence the file transfer. 16. Confirm that the three selected files have transferred and appear in the/files directory on the remote file system. Figure 238. Confirm File Transfer
17. From the main menu, navigate to Session > Disconnect . 18. Click Close in the Log in window.
Observe the Finesse Agent Desktop Layout Prior to Gadget Deployment Let us review the current layout and configuration of theCisco Finesse Agent Desktop . Familiarity with this baseline will assist in understanding the changes made through the deployment and configuration of our custom Gadget . 1.
Switch to the RDP session connected to wkst2.dcloud.cisco.com
2.
Launch Mozilla Firefox by clicking the icon [
3.
From the dCloud homepage, navigate to Collaboration User and Test Links
(Anita Perez).
] in the Windows taskbar. > UCCX 11.0.1 Fines se Desk top .
Figure 239. Cisco Finesse Desktop
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4.
Enter the following to log in to Cisco Finesse Agent Desktop : •
ID: aperez
•
Password: C1sco12345
•
Extension: 6017
Figure 240. Log In to Cisco Finesse
5.
Click Sign In .
6.
Observe the available Tabs in the default Cisco Finesse Agent Desktop
layout Home , My Statistics , and Manage
Customer . NOTE: Those students continuing on to this exercise after completing Module 3 will observe, that in addition to theCisco Finesse Agent Deskt op tabs displayed in the figure below, aManage Chat and Email tab is also visible. Figure 241. Cisco Finesse Desktop Default Layout
7.
Click the Sign Out button in the upper-right corner.
8.
Choose the End Of Shift reason code to complete the sign out process.
Figure 242. Sign Out of Cisco Finesse
9.
Close the Mozilla Firefox browser before proceeding.
Add the Gadget to the Finesse Agent Desktop Layout The final step in the deployment of the customCisco Finesse Gadget is to add it to the Cisco Finesse Agent Des ktop layout. In the next exercise, we will modify the currentCisco Finesse Desktop layout to add a new tab and place theWebServices Sample
Gadget in that new tab.
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Configure Desktop Layout 1.
Switch to the RDP session connected to wkst1.dcloud.cisco.com
1.
Launch the Unified CCX Administration
2.
From the dCloud homepage, choose Collab oration Admin Links > Cisco Uni fied CCX 11.0 .
(Charles Holland).
web page by opening a new tab inMozilla Firefox .
Figure 243. Unified CCX Administration Web Link
3.
Click the hyperlink for Unified Contact Center Express Administration
.
Figure 244. Unified Contact Center Express Administration
2.
From the Navigation menu of the Cisco Unified CCX Administration
3.
Click Go .
webpage, choose Cisco Finesse Administration .
Navigate to Cisco Finesse Administration
NOTE: Cisco Finesse Administration
can be accessed directly at: https://uccx2.dcloud.cisco.com:8445/cfadmin
8.
Log in to Cisco Finesse Administration
9.
Click Sign In .
with ID: administrator and Password: dCloud123! .
Figure 245. Log in to Cisco Fin esse Administration
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4.
From the menu, choose Desktop Layout . The current Finesse D esktop Layo ut in xml format is displayed in an editable format in the Manage Desktop Layo ut gadget.
Figure 246. Manage Desktop Layout Gadget
5.
To better illustrate themodification we intendto make, we will copy the current contents of the Desktop Layout XML file from the Manage D esktop Layo ut gadget and perform edits inNotepad ++ . Bring focus to theManage Desktop Layout gadget by clicking your mouse anywhere within the gadget body.
NOTE: It is acceptable to make modifications to the Finesse Desktop Layout data structure by typing and/or copying and pasting text into the appropriate section of the file directly within the gadget. However, unless highly familiar with the document structure the rendering of the file within the gadget may lend itself to confusion. 6.
Use the Ctrl +A keystroke combination to select all contents displayed within the Manage D esktop Layout gadget.
Figure 247. Select All Text
7.
Use the Ctrl + C keystroke combination to copy all selected text to the Windows clipboard.
8.
Launch the Notepad ++ text editor application by clicking the icon [
] in the Windows taskbar.
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9.
From the Notepad ++ menu, choose File > New.
10. Use the Ctrl + V keystroke combination to paste the contents of the Windows clipboard into the editor window. 11. In order to instruct Notepad ++ to consider this an XML file we must first save it with the file extension .xml . 12. From the Notepad ++ menu, choose File > Save As... . 13. In the Save As file dialog, navigate to theDesktop\CCX-Enablement\Module4 directory. 14. In the File name field, type Module4FinesseLayout.xml . 15. Choose All Typ es (*) from the Save as type drop-down menu. Figure 248. Save Layout as an XML file
16. Click Save .
Tabs and their gadget content for theCisco 17. Scroll so that Line 19 is at the top of the editor window. This section defines the Finesse Agent Des ktop Layout . NOTE: If any previous Modules were completed, you may need to start onLine 8 . The tage home can be used to ensure you are in the right place. Figure 249. Finesse Agent Desktop Layout
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18. We will insert a new tab along with configuration to display ourWebService Sample Gadget between the Home and My
Statistics tabs of the current Finesse Agent D esktop Layout . Copy and paste the following betweenLines 31 and 32, or in between the closing tab for the home tab and the start of the myStatistics tab,of the current layout file. Mar ket i ngUpdat es Mar ket i ng Updat es htt ps: / / uccx2. dcl oud. ci sco. com: 8445/ 3r dpart ygadget / f i l es/ WebSer vi ce. xml
19. Your layout should appear as below, with the new tabrunning fromLines 32-38 (or lines 21 to 27). Figure 250. Add New tab and Gadget
20. From the Notepad ++ editor menu, choose File > Save to save changes to the file. 21. Use the Ctrl + A keystroke combination to select the entire contents of the file. 22. Use the Ctrl + C keystroke combination to copy the file to the Windows clipboard. 23. Close the Notepad ++ editor application. 24. Return to the Mozilla Firefox browser tab connect to theCisco Finesse Desktop Administration
page.
25. Place your cursor anywhere within the body of the Manage Desktop Layo ut gadget and left-click. 26. Use the Ctrl + A keystroke combination to select and highlight all text within the gadget. 27. Use the Ctrl + V keystroke combination to replace the current layout text with your edited copy. 28. Scroll to the bottom of theweb page and click the Save button to apply your changes. Figure 251. Save Changes to Desktop Layout
29. Confirm that a message indicating that thesave was successful is displayed in g reen text directly above the editor window. Figure 252. Successfully saved settings
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You have completed the final configuration step to make the new gadget available to our Customer Service agent team.
Confirm Operation of the Custom Cisco Finesse Gadget With our gadget fully customized and added to the defaultCisco Finesse Desktop layout, we are ready to test its operation and confirm that the marketing data contained in theCurrentPromotion.xml
file is displayed on theCisco Finesse Agent Desktop
in
the new Marketing Updates tab. 1.
Switch to the RDP session connection to wkst2.dcloud.cisco.com
2.
Close any open Mozilla Firefox browser windows.
10. Re-launch Mozilla Firefox by clicking the icon [
(Anita Perez).
] in the Windows taskbar.
11. From the homepage, navigate to Collaboratio n User and Test Lin ks > UCCX 11.0.1 Fine sse Deskt op . 12. Log Anita Perez into the Cisco Finesse Agent Desktop as follows: ID: aperez Password: C1sco12345 Extension: 6017 13. Click Sign In . 14. Observe , based on our modifications, that the list of availableTabs is altered to include the newMarketing Updates tab.
NOTE: Those students continuing fromModule 3 will observe that in addition to theCisco Finesse Agent Desktop
tabs
displayed in the figure below, aManage Chat and Email tab will also be visible.
Figure 253. Cisco Finesse Desktop Layout with Marketing Updates
15. Click the Marketing Updates tab to view the gadget. 16. Let us correlate the gadget display components with the changes that we have made through our customization process. Figure 254. Gadget UI Components
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Table 52.
Gadget Customization Reference
Image Tag
UI Object
Gadget File/Object Modified
Configuratio n Changes to Render Object
1
Finesse Tab
Desktop Layout.xml
As part of the modification to the Finesse Desktop Layout used to add the gadget, we added a new tab entitled “Marketing Updates”.
2
Gadget Title
WebService.xml/
Recall that we modified the WebService.xml file to set the title equal to “Current Product Promotions”
3
Legend Text
WebService.xml/
We modified the legend text to provide an appropriate description of the gadget.
4
Button Label
WebService.xml/Button
We finally modified the label of the button.
17. Click the Get Data button to retrieve the current product promotions specified in theCurrentPromotion.xml
file.
18. Confirm that the current Super Deluxe W idget Bun dle product promotion is displayed with the special visual customization that we added: Red Text on Blue Background . Figure 255. Current Product Promotion
19. Feel free to continue exploring the Cisco Finesse Desktop and Gadget functionality. When finished, move on to the next step. 20. Close the Mozilla Firefox browser. 21. Switch to the RDP session connected towkst1.dcloud.cisco.com
(Charles Holland).
22. Close any active File Explorer , Notepad ++ , Win SCP , and Mozilla Firefox application windows.
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Module 4 Conclusion Cisco DevNet we delivered a new Through a series of straightforward customizations to a freely available gadget available from capability to solve for a business problem. Agents now have access to current product promotion data at all times. Whether on an active call or at a Ready state, an agent can easily browse to theMarketing Updates tab and click the Get Data button to retrieve the latest promotion detail. We invite students to take the learning begun here to the next level. There is incredible power in the toolset offered for the creation of Cisco Finesse Gadgets . The best way to explore these capabilities is to become familiar with HTML, JavaScript, and the jQuery library, which offer multiple built-in functions for data manipulation and UI interaction capabilities. We hope through the completion of this module that you have gained an understanding of the modular architecture Cisco of
Finesse and begin to think about how simple tools can in fact be incredible assets when solving for business challenges.
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Module 5: Cisco Unified Intelligence Center (CUIC) Report Customization and Creation ATTENTION: Students MUST complete the activities Connecting to Your Sessionand Lab Orientation prior to working on this lab module. This ensures an activeCisco Any Connect VP N session to your assigned Lab Session and activeRDP connections to
wkst1.dcloud.cisco.com , wkst2.dcloud.cisco.com , and ad1.dcloud.cisco.com .
Module Overview Reporting is perhaps one of the most important features of a comprehensive customer collaboration platform. Unifie d CCX comes with a robust reporting tool called theCisco Unified Intelli gence Center (CU IC) . This is a co-resident version of a standalone product, which had its genesis as a reporting tool for use withCisco Unified Contact Center Enterprise
. The co-resident version
of CUIC is referred to as CUIC Standar d while the standalone tool isCUIC Premiu m .
Cisco Unified Intelligence Center Standard The version of CUIC packaged with Unified CCX is customized to operate with Unified Contact Center E xpress in a co-resident server deployment and is referred to asCUIC Standar d .
Cisco Unified Intelli gence Center Standard is a co-resident tool running in tandem withUnified CCX and is a comprehensive, end-to-end reporting solution for Unified CCX. It can be used to access Historical and Live Data reports. With Unified Intelligence Center, you can complete the following tasks: •
•
•
•
•
Generate and view reports Filter data in the reports by setting parameters View help for a report Pop out the report in a new browser Create and view dashboards
•
View permalinks for reports and dashboards
•
Configure thresholds for grid data cells
Cisco Unified Intelligence Center Premium Cisco Unified Intelli gence Center Premium is a standalone CUIC deployment licensed forPremium functionality. In addition to the features and capabilities provided byCUIC Standar d , CUIC Premium offers these capabilities: •
•
•
Create or modify the underlying data structure of CUIC reports ( Report Definition ) Create custom Value Lists for use in populating report filter options Customize data display and calculated fieldsfor reports and package reports for use with CUIC Standard
NOTE: Some understanding ofStandard Query Language (SQL) is helpful for a deeper understanding of report writing concepts in the custom report creation section of this module.
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For students new to the Cisco Unified Intelli gence Center and/or Custom Report Writing and those interested in furthering their current knowledgebase the following reading is highly recommended: •
Cisco Unified Contact Center Express Report User Gui de, Release 11. 0(1) http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/user/guide/UCCX_B K_U36B58A5_00_uccx-report-user-guide-11.html
•
Cisco Unified Contact Center Express Histor
ical Reporti ng Guide, Releas e 11.0(1)
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/user/guide/UCCX_B K_UA808DBF_00_uccx-historical-reporting-guide-11.html •
Cisc o Unif ied CCX Database Schema Gui de, Release 11.0(1) http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/reference/guid e/Unified_CCX_Database_Schema_Guide_Release_1101.pdf
NOTE: For students wishing to skip the custom report creation process or who encounter difficulty following the exercise, a fully completed custom report packageCall Summary By Inquiry Type.zip can be found in theDesktop\CCX-Enablement\Student-
Resources\Module5-Completed-Report
folder.
Module Objectives In this module, we will explore the interface and capabilities of the Cisco Unified Intelligenc e Center Standard tool to perform initial provisioning and create Dashboards and customized versions of the stock report packages. We will then integrateCisco a
Unified Intelligence Center Premium
standalone application server withUnified CCX and deliver superior business outcomes by
designing and creating a custom report for use inCUIC Standar d . •
•
Explore the CUIC Standar d interface layout Leverage available customizations using CUIC Standar d
•
Examine the additional customization capability possible with CUIC Premi um
•
Identify cases where custom reporting is needed
•
Gather customer requirements and design a report to meet those requirements
•
•
•
•
Integrate CUIC Premium with Cisco Unified CCX Build a new Report Definition along with a custom Value List Build, test, and package the new Custom Report Import the Custom Report for use by Unified CCX End-Users
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Unified CCX 11.0(1) Configuration Review Unified Contact Center Express 11.0(1) is installed and provisioned with active agents, teams, and a Unified CCX Voice application as a precursor to this lab exercise. In this section, we will identify key configuration elements pertinent to the reporting needs of this lab. The following tables define the basic configuration of the system as part of the lab pre-configuration. Table 53.
Configured Teams
Name
Primary Supervisor
Agents Assigned
CSQs Assigned
Customer Service
Charles Holland
Ani ta Per ez, Char les Ho ll and
CustomerService_Voice
Table 54.
Primary Demonstration Users
Name
Use Case
IPCC Ext
Log in ID
Passwor d
Charles Holland
Acts as both a Supervisor and Agent for the Customer Service Team, and carries the Reporting Role (Required for CUIC access/functionality)
6018
cholland
C1sco12345
Anita Perez
Acts as the primary Agent for the Customer Service team
6017
Aperez
C1sco12345
Table 55.
Contact Service Queues (CSQs)
Name
Use Case
Skill Name
Skill Level
CustomerService_Voice
Voice Contact CSQ for Customer Service Calls
Customer Service
Minimum - 5
Table 56.
Voice Applications, Scripts, Trigger#
App li cati on Name
Descr ip ti on
Scri pt Fil e
Tri gger DN
CS_Voice_Main
Voice Contact CSQ for Customer Service Calls
CCX_Enablement/icd.aef
6021
Table 57.
CustomCallVariables
Variable Name
Data Type
CallVariable1
String
Expected Values New Orde r, Existi ng Order, Other Inquiry
CallVariable2
String
Caller ANI
NOTE: Each call into theCS_Voice_Main script application collects data from the caller and sets the custom CallVariable1 based on the type of call. This will be important because the report we will later construct will incorporate this information. For a detailed analysis of the Unified CC X Applicatio n script used in this lab, refer toModule 2 – Advanced Unified CCX Scripting Techniques .
Lab Module Preparation Ani ta Perez . To ensure the live data reports in this module produce a result, we will first log in to Cisco Finesse Desktop as agent 1.
Switch to the RDP session connected to wkst2.dcloud.cisco.com
2.
Close all open browsers if active from a previous module.
3.
Launch Mozilla Firefox by clicking the icon [
(Anita Perez).
] in the Windows taskbar.
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4.
From the homepage, navigate to Collaboratio n User and Test Links > UCCX 11.0.1 Fine sse Deskt op .
Figure 256. Cisco Finesse Web Link
5.
Enter the following to log in to the Cisco Finesse Agent Desktop : •
ID: aperez
•
Password: C1sco12345
•
Extension: 6017
Figure 257. Log In to Cisco Finesse
6.
Click Sign In .
7.
In order to transition to a Ready state , click the Not Ready menu item at the top of theCisco Finesse Agent Des ktop page.
8.
Choose Ready .
Figure 258. Transition to Ready
CUIC Administration Access to CUIC is controlled initially by the Application Administration User specified during the Unified CCX install process. This control can later be assigned to one or more users by giving them the Security Administrator role. This role allows for: •
•
Creation and maintenance of users Assign User Roles
•
Assign users to User Groups
•
Creation and maintenance of User Groups
•
Assign Permissions– User Roles are associated with people. Permissions areassociated with Dashboards, Reports, Report Definitions, Data Sources, Value Lists, and Collections
•
Utilization of the Run As feature to verify other Users’ permissions
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CUIC Interface Layout Here is a quick overview of the layout ofCUIC interface: The menus items on the left are calledDrawers . When clicked, drawers reveal their contents on the right side of the screen. Table 58.
CUIC Drawers
Image Tag
Item Name
Descrip tio n
1
Drawers
Main navigation element of t
he CUIC interface
2
Dashboards
Opens the Dashboards tab, notes, etc.
which allows users to create c ustom dashboards with reports, widgets, sticky
3
Reports
Opens the Reports tab , which contains the Historical and Live Data reports. It also allows for custom s ubcategories and custom report creation
4
Data Sources
Provides read-only access to the configu configured.
5
Value Lists
Defines pre-defined ID/Va lue co mbination s, used to simplify report filter criteria.
6
Security
Opens the Security t ab, which allows for the assignment of CUIC system privileges.
7
Scheduler
Opens the Scheduler tab
red data sources.
In CUIC Premium new data sources may be
where scheduled report execution may be configured.
Figure 259. CUIC Interface
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Configuring CUIC for an End User By default, reporting system end users such as supervisors are not granted permission to modify or customize either dashboards or reports that are present in the default system owned folders.
Sub-category elements to which In the next activity, we will create a series of Dashboard and Report folders also referred to as our report system end users will have write access in order to create and customize these elements. These are the first steps toward leveraging the power of the CUIC application in a customer environment.
Log In to CUIC Standard 1.
Switch to the RDP session connected to wkst1.dcloud.cisco.com
(Charles Holland).
2.
Launch Mozilla Firefox by clicking on the shortcut in the task bar.
3.
From the homepage, navigate to Collaboratio n User and Test Link s > Cisc o Unifi ed CCX 11.0. Alternatively, you may access the CUIC interface directly at the following URL:https://uccx2.dcloud.cisco.com:8444/cuic.
Caution: Do not navigate to Cisco Unified Intelligent Center! We are working from the co-resident CUIC platform accessible via the UCCX splash screen. Figure 260. Unified CCX Admin Web Link
4.
Click on the Cisco Unified Contact Center E xpress Reporti ng link.
Figure 261. Navigate to UCCX CUIC
5.
Log in in as Username: administrator with Password: dCloud123! .
6.
Click Log In .
Create a Dashboards Sub-Category for Customer Service Unified CCX reporting system In the next activity, we will create a set of sub-categories (folders) to create a workspace where users may create and modify dashboards and reports. 7.
Click the Dashboards drawer[
8.
Under Avai lab le Dash boa rds , highlight the Dashboards folder and right-click to open the options menu.
].
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9.
Choose Create Sub -category .
Figure 262. Right-Click to Create Sub-Category
10. In the Name field, type Customer Service . 11. Place a checkmark in all permission fields
across the bottom.
Figure 263. Dashboard Sub-Category Configuration
12. Click OK to create the sub-category. 13. Click the Reportsd
rawer[
.].
14. In the Right hand pane, under Avai lable Repor ts , highlight the Reports folder and right-click to open the options menu. 15. Choose Create Su b-category . 16. In the Name field, type Customer Service . 17. Place a checkmark in all permission fields
across the bottom.
18. Click OK to create the sub-category. Figure 264. Reports Sub-Category Configuration
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Figure 265. New Customer Service Folder
Grant Security Privileges to a System End User As mentioned earlier, a user must be explicitly granted privileges to create or modify certain items and to leverage the full customization capability present inCUIC. We will assign administrative privileges toCharles Holland in order to allow this user to create dashboards and customize reports. 1.
Click the Security drawer[
2.
In the right pane, click the hyperlink forUser List .
3.
Click the radio button next to CCX\cholland and then click Edit .
].
Figure 266. Choose User to Edit
4.
Scroll down and from the list of available Roles ; check Syste m Configuration Administrator
, Security Administrator ,
Report Definition Designer , and Value List Collection Designer . 5.
Check the boxes for Execute and Write under the My Group and All User s permissions headings.
Figure 267. General Tab Configuration Settings
6.
Scroll back up and click the Groups tab.
7.
Move all Avai lab le Gr ou ps to the Selected Group s box by clicking the >> button.
Figure 268. Assigned Groups
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8.
Click Save .
9.
Click Logout in the upper right of the CUIC administration interface.
User Charles Holland has now been delegated permissions to create new reports and dashboards in the Customer Service folders created for the purpose. In addition, the necessary permissions we assigned to allow Charles to perform customization and supervisory management.
Create and Customize a Report Through the next activity, we will learn how to run, customize, and save a customized report for later use.
Log in to CUIC as an End User 1.
On the CUIC log in page, enter Username: cholland and Password: C1sco12345 .
2.
Click Log In .
Figure 269. Log in to CUIC Standard
1.
Click the Reports drawer in the left pane [
2.
In the right pane under Available Reports, navigateto Reports > Stock > Unified CCX Live Data > Supervisor .
]. This will open the
Reports tab in the right pane.
Figure 270. Navigate to the Supervisor Reports
3.
Right click the Team State Report and choose Save As .
NOTE: In order to modify the report in any way, a copy of the stock report must be saved. We will save this to the Customer Service reports category created earlier.
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4.
Enter the following parameters to save an editable copy of the Team State Report .
Table 59.
Report Parameters
Setting
Input
Name
Customer Service Team State
Description
Customized Team State Report
Report Category
Reports > Customer Service
Figure 271. Save As Configuration
5.
Click OK to save the new report to the Reports > Customer Service Sub-category.
6.
The configuration editor for the newly saved report is launched in a new tab.
Customize the Report by editing the data View The View assigned to a report represents the logical instruction for which data collected during the SQL query underlying a report
View to provide alerts for when a threshold value is met. is displayed. In addition, data thresholds can be defined within the In the following section, we will edit the view for our custom report to change the fields that are displayed when executed and finally add a threshold, which will dynamically change the color of certain data rows based on the thresholds defined. 1.
Click Edit Views [
2.
Click the radio button for the entry Team State Report to choose it.
3.
Click the Edit button to launch the editor.
]..
Figure 272. Edit View
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4.
Observe that there are two panes. The left pane listsAvai labl e Fiel ds or data points collected by the underlying SQL query structure of the report (Defined in theReport Definition ). The right pane listsCurrent fie ld order in the grid . This specifies not only the selected fields from those available but in what order they are presented.
NOTE: From an order of display perspective keep in mind thatTop > Bottom in the Current fie ld order in the grid pane is rendered Left > Right in the data grid of the report when run. Figure 273. View Editor Window
As you can see, all five available fields are present in the current grid view and displayed in order from left to right: Agen t Name,
Agent ID, Log in Durat io n, Cur ren t State, Duratio n (of the current state). We will customize the view to achieve the following •
•
•
Remove the Agent ID field, we wish to see only theAge nt Nam e field Modify the order of displayed fields by listing Current State directly after the Age nt Name field Add a Threshold to the Agent State value to force data-grid background and foreground color to change dynamically when the agent is in aNot Ready state. Giving the supervisor a quick-glance reference to a suboptimal situation
5.
To remove the Age nt ID field, click the Agent ID entry in the Current field order in the grid
6.
Click the Remove Selected button to remove this data field from the grid view.
window.
Figure 274. Remove Agent ID
7.
To change the display order such that Current State appears directly after theAgent Name field, choose the Current State data field entry in theCurrent fie ld order in the grid window.
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8.
Use the up arrow [
] to move the field so it is positioned directly under Age nt Name.
Figure 275. Move Current State
9.
Finally, to add a threshold, right click the entry for Current State in the Current field order in the grid
window.
10. Choose Thresholds from the context menu. Figure 276. Choose Thresholds
11. Click the Add button [
] to define a new threshold.
12. Use the table below to set the parameters for this threshold. Table 60.
Current State Threshold Parameters
Setting
Input
Type
Equal to
Must be Equal To
Not Ready
Bold
Checked
Text Color
Black
Background Color
Red
Figure 277. Threshold Configuration
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13. Click OK to save the threshold. 14. Click OK to save and close the Thresholds Of dialog. 15. Click Save to save changes to the Report View . 16. Close the Views of Customer Service Team State
tab.
Customize the Report further by editing the Default Filter In addition to modifying the data viewable when the report is run, we can modify the default report filter to automatically apply
Customer Service agent team exclusively. report filters pertinent to our use case. In this case, we are interested in data for the We will modify the report view to specify that returned data should be for the Customer Service agent team only. 1.
Click the tab for Customer Service Team State .
2.
Click the Edit Default Filter button [
3.
In the Basic Filters tab, locate the Choose Collection list box.
4.
Choose Customer Service .
5.
Observe that this filters the report to include only resources assigned to the Customer Service team (aperez, cholland).
].
Figure 278. Edit Customer Service Team State Default Filter
6.
Click Save to save changes and close theDefault Filter editor dialog.
Run a Stock and Custom Report and Compare Agent Team State report to view the impact of our changes. Finally, we will run both the stock and customized versions of the Recall that in an earlier step we logged in to theCisco Finesse Agent Desktop
on wkst2.dcloud.cisco.com
as agent Ani ta
Perez , we will therefore expect to see data related to her current state. 1.
From the CUIC webpage, choose the Reports tab.
2.
To refresh the reports list and incorporate our changes, click the Refresh button[
3.
Browse to Reports > Stock > Unified CCX Live Data > Supervisor .
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4.
Click the entry for Team State Report .
5.
A new tab for the Team State Report is opened.
6.
Notice that no filter criteria forthe report are selected. Fromthe Choose Collection list box choose the entry forCustomer
Service . 7.
Click Run to execute the report.
Note : If you encounter an error indicating a failed connection to Live Data , refresh the browser page and re-run. 8.
View . Observe that state data for Ani ta Pere z is returned. The data is ordered per the srcinal grid design specified in the data
Figure 279. Team State Stock Report
9.
Click the Reports tab.
10. Browse to Reports > Customer Service . 11. Click the report entry for Customer Service Team State . Figure 280. Customer Service Team State
12. A new tab for the Customer Service Team State
report opens.
13. Observe thatthe Default Filter we created earlier is in effect and that theCustomer Service team is already selected as the filter criteria. 14. Click Run to execute the report. 15. Confirm that the report returns statedata for Ani ta Perez . Observe that only 4 data fields are listed and their order differs from that of the stock report: Agent Name, Current State, Lo g in Durati on , Duratio n . Figure 281. Customer Service Team State
16. Switch back to theRDP session connectedto wkst2.dcloud.cisco.com
(Anita Perez).
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17. From the Finesse Desktop , transition to a Not Ready – Break state. Figure 282. Transition to Not Ready – Break
18. Switch back to theRDP session connectedto wkst1.dcloud.cisco.com
(Charles Holland).
19. Observe that based on the configured threshold value for theAge nt State field, the background color of theAgent State field displayed in the report has changed toRed. Figure 283. Agent State Threshold Met
NOTE: The Not Ready reason code has no effect on the behavior of the configured threshold, which simply checks for a state value of Not Ready . Any Not Ready state will trigger this threshold.
Create a Dashboard A Dashboard in CUIC terminology is a collection of data elements that you view from a single page. You can create multiple dashboards and choose whether they remain private or become available to other users/viewers using the permissions system.
Modify a Report for Use in a Dashboard As part of the previous exercise, we created a custom version of the Age nt Team State report. Recall that we modified the report to include a default filter, which limits the report results to members of the Customer Service agent team. We will further modify the report for use in a dashboard to enable a run without prompting the user with a filter dialog. 1.
Click the Reports tab.
2.
Browse to Reports > Customer Service .
3.
Right-click the report entry for Customer Service Team State
and choose Edit .
Figure 284. Edit The Report
4.
Place a checkmark in the Bypass Filter Dialog field.
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5.
Click Save .
Figure 285. Bypass Filter Dialog
Create a new Dashboard 6. 7.
Click the Dashboards drawer [
] in the left pane. This will open the
Dashboard tab in the right pane.
In the right pane, under Avai lable Dash bo ard s , click the + to the left of the Dashboards category to expand (if not already expanded).
8.
Right click the entry for Customer Service and choose Create Dashboard .
Figure 286. Click to Create Dashboard
9.
In the Name field, type Customer Service Supervisor Dashboard
.
Figure 287. Create Customer_Service Dashboard
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10. Click OK. 11. Click the newly createddashboard item named Customer Service Supervisor Dashboard 12. A new tab titled Customer Service Supervisor Dashboard
.
opens, presenting a blank canvas for dashboard customization.
Add items to a Dashboard When first created, a dashboard is essentially a “blank slate”. In the next activity, we add items to the dashboard to make it usable. 13. Click the Add ic on [
] to add a new item to the dashboard.
14. In the Title field, type Customer Servic e Team State . 15. Leave Type as Report . Figure 288. Dashboard Title
16. Under the Dashboar d Item Content section, browse using the arrows [
] to browse to Reports > Customer Service .
17. Click the radio button next to Team State Report . Figure 289. Dashboard Report Selection
18. Click OK to create the dashboard item.
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19. Click and hold the black box [
] at the lower right of the dashboard item and resize until all contents of the item are visible.
Figure 290. Expand Item to Correct Size
20. Observe that because the customizedAge nt Team State report implements a pre-configured default filter and uses the
Bypass Filter Dialog parameter, there is no user intervention required to view the dashboard item. NOTE: Ideally, one would add multiple stock reports or custom reports and create a “Single Pane Of Glass” for tracking critical real-time metrics. 21. Feel free to continue adding items tothe dashboard as you explore the Dashboard feature. 22. Click Log Out when finished exploring. This module continues on the next page.
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Getting Started with Unified Intelligence Center Premium The co-resident version ofCisco Unified Intelligence Center
that ships with Unified Contact Center Express
offers a wide
variety of visual customizations; we are limited in terms of modifications to the underlying Report Definition . Cisco Unified
Intelligence Center Pre mium allows report writers to modify existingReport Definitions and create new ones. The Report Definition specifies the data source such as a SQL query, Anonymous Block query, or even a Stored Procedure. The data source specifies filter parameters as well as the data fields returned. In addition, the formatting of returned data and the addition of footer rows are controlled from within theReport Definition . A single Cisco Unified Intelligence Center
server may be installed to supplement aUnified CCX deployment by providing a
comprehensive platform for administrators and report writers to create new or fully customize existing reports. These reports may then be packaged and imported for use on the co-residentUnified CCX server.
CUIC Premium with our Unified CCX server. We will use this In the following activity, we will integrate a standalone instance of CUIC instance to create an entirely new report that solves for a particular business objective. We will save this new report and reimport it into the CUIC Standar d on Unified CCX for use there.
Integrating CUIC Premium with Unified CCX The integration between a standaloneCUIC and Cisco Unified CCX is achieved by specifying the Unified CCX historical reports database db_cra as an available data source. This connection uses the Unified CCX Historical Reports user account (uccxhruser) to authenticate and permit read-only access. We will set the password for this user and then integrate Unified CCX as a data source available toCUIC Premium . 1.
Launch the Unified CCX Administration web page by opening a new tab in Mozilla Firefox .
2.
From the dCloud homepage choose Collaboration Admin
Links > Cisco Unifi ed CCX 11.0 .
Figure 291. Unified CCX Administration Web Link
3.
Click the hyperlink for Unified Contact Center Express Administration
.
Figure 292. Unified Contact Center Express Administration
4.
Log in with Username: administrator and Password: dCloud123! .
5.
Click Log in .
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6.
From the main menu, navigate to Tools > Passwor d Management .
Figure 293. Password Management
7.
Locate the entry for Historical Reporting User .
8.
In the New Passwo rd field, type dCloud123! .
9.
In the Confirm Password field, type dCloud123! .
Figure 294. Set the Historical Reporting User Password
10. Click Save .
NOTE: In a Unified CCX High Availabili ty deployment, this operationmust be performed on both servers before proceeding. The password information isNOT automatically synchronized between Unified CCX nodes. 11. Open a new tab in Mozilla Firefox . Figure 295. Open a new browser tab
12. From the dCloud homepage, choose Colla boration Admin Links > Cisco Unified Intell igence Center Premium 11.0 . Alternatively you may navigate to the following URL: https://cuic1.dcloud.cisco.com:8444/cuic. Figure 296. CUIC Premium Webpage Link
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13. Log in with Username: administrator and Password: dCloud123! . 14. Click Log in . 15. Choose the Data Sour ces drawer. This will launch theData Sourc es tab in the right pane. Figure 297. Create a New Data Source
16. Click Create .
NOTE: In order to validate SQL queries for new or modified reports and access value lists, CUIC Premium must be able to use Unified CCX as a Data Source . This capability is necessary in order to create custom reports forUnified CCX . 17. Configure the fields per the table be low to configure Unified CCX asan accessibleData Source . Bear in mind that we are actually setting up a SQL connection betweenUnified Intelligenc e Center Premium and Unified CCX . Table 61.
Data Sources > Create
Settin g
Input
Name
Unified CCX
Description
Description
Unified CCX HR Database
A brief description of the Data Source.
Type
Informix
Database Type to which the CUIC premium instance will communicate (MS SQL or Informix)
Data Source Host
uccx2.dcloud.cisco.com
Hostname or IP address of the host on which the database resides. In this case Unified CCX.
Port
1504
TCP Port on which the SQL data connection will be made. 1504 for Informix on Unified CCX.
Database Name
db_cra
Target database name. db_cra is the name of the Historical Reports database on Unified CCX.
Instance
uccx2_uccx
Unique database instance name this is determined using t he following formula. [uccxHostname]+”_uccx”. Because our Unified CCX hostname is uccx2 the db_cra instance name is “uccx2_uccx”. If t he Unified CCX hostname contains dashes “-“, t hese are converted to underscores during database installation. For Example if the hostname were uccx-2, the instance name would be uccx_2_uccx.
Timezone
Leave Blank
Not Required as both cuic1.dcloud.cisco.com and uccx2.dcloud.cisco.com are provisioned in the s ame timezone UTC. By default CUIC will assume that will use its ti mezone when running reports specifying date and time ranges
Database User ID
uccxhruser
This is the built-in user id of the Historical Reporting User.
Password
dCloud123!
Password assigned to the Unified CCX Historical Reporting User.
Confirm Password
dCloud123!
Password assigned to the Unified CCX Historical Reporting User.
Charset
UTF-8
Character set used in the Unified CCX Informix database.
Permissions
Check All Boxes
Permission assignments for t his datasource.
Unique name by which the new Data Source will be referenced within CUIC Premium.
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NOTE: For more information on the schema of thedb_cra instance used to view tables, fields, and data within theUnified CCX Historical Reports database, the fields defined above can be used to create a SQL connection to the dbcra from a database visualization tool of your choice. We recommend that you use a lab environment for this access, but a deep understanding of the data structures contained within will allow you to become adept at creating new or customized reports for your customers. In addition, the Stored Procedures referenced by the stock report definitions can be viewed and used as a baseline for report creation, where a simple single return query cannot achieve the reporting objective. 18. Confirm your inputmatches the graphic below. Figure 298. Create Unified CCX Data Source
19. Click the Test Connection button. 20. Confirm the testreturns a result of Online [
].
21. Click the Save button to add the new Data Source . 22. Verify that the UCCX data source is in theData Sources tab with a green checkmark in the ConnectedNode status field. Figure 299. Connected Data Source
This concludes the integration ofUnified CCX with CUIC Premium as an available data source. In the next exercise, we will discuss use cases for custom reporting and use theCUIC Premium toolset to create a completely new report.
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Identify Reporting Requirements and Design a CUIC Report Unified CCX historical reports The need to create a new report arises when a requirement to view a particular data set in the database and this data set cannot be collected using aUnified CCX stock report. In some cases, stock reports do gather the data but perhaps do not present it in a consumable form without manual summarization.
Customer Report Requirements and Existing Capabilities The Unified Contact Center Express
instance configured for this lab is designed to support aCustomer Service line of
CS_Voice_Main application is presented with a 3business. As part of the voice contact workflow, every customer that calls the choice menu to specify the reason for his or her call. As part of the configured icd.aef script file, the menu option that the caller selects is saved to CustomCallVariable1 . This is one of 10 reserved call variables for which data is written to the Unified CCX Historical Reporting database along with call contact detail.
CustomCallVariable1 is a variable of typeString and possible values are: •
New Order
•
Existing Order
•
Other Inquiry
NOTE: For students wishing to review theicd.aef script, Module 2 of this lab guide provides in depth coverage of both the designed workflow and programmatic elements of the script. Because we are recording caller selections and saving the derived data into the customVariable1 field of the ContactCallDetail table (using a Set Enterprise Data script step), we know that data is available for each call record and we can perform reporting operations against it. The operations manager of theCustomer Service Line of Business has asked you to provide a report which summarizes all calls Inquiry Type . placed to the Contact Center during a given time interval and broken out by In analyzing the stock report definitions available withinUnifi ed CCX, to find a ready-made solution, we discover one option for reporting on data stored in Custom Call Variables, a report titled Call Custom Variables . The Call Custom Variables report accepts filter parameters such asTime Range and even a particularCall Variable value . However, the report returns a unique report row for each row of data matching the report filter. Report output as displayed below. Figure 300. Call Custom Variable Report Output
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This output would be ideal if we wished to drill down into the specifics of each call specified by the customer inquiry type as stored in the database as CustomCallVariable1 . Unfortunately, this report does not provide the capability to summarize call data by custom call variable type. A possible course might be manually exporting the data to CSV format and parse it using a spreadsheet or similar tool. This method would be cumbersome and time consuming and a better solution by far is to harness the power of
CUIC Premium to write a simple but effective report to deliver the required results.
Expanding on and Clarifying Reporting Requirements The problem statement as supplied by theCustomer Service operations manager in the section above gives us a start but now that we have identified the need to create a new report, let us expand on those requirements to arrive at a true report definition. Provide a report which summarizes all calls placed to the C ontact Center duri ng a given time interval and brok en out by
Inquiry Type . Call Totals , Inquiry Type , and Aver age Han dle Time (AHT) for calls grouped per Inquiry Type should be provided CCX as part of the report output. In addition to filtering by time interval, the report should have the ability to filter Unified by App li cati on Name in case additional voice applications are deployed in the future. Based on the requirements specified our report data set should include the following viewable data: Table 62.
Call Summary By Inquiry Type Data Fields
Field
Description
Data Format
Unified CCX db_cra Table and Field Name[tableName .FieldNa me]
App li cati on Name
Specifies the Line Of Business for which the report is being run.
STRING
ContactCallDetail.applicationname
Inquiry Type
Loosely the “Call Reason”, can be one of (New Order, Existing Order, Other Inquiry)
STRING
ContactCallDetail.customVariable1
Total Calls
The number of calls for each distinct Inquiry Type over a specified time range
DECIMAL
Count of all records meeting the filt er criteria
Hh:mm:ss
Average of the values in the ContactCallDe tail.connecttim e field.
Aver age Tal k Ti me Average of talk time for all calls specified by a particular inquiry type
Based on the requirements specified, our report should allow for the following filter criteria: Table 63.
Call Summary By Inquiry Type Filter Fields
Filter
Description
CUIC Data Type
Unified CCX db_cra Table and Field Name[tableName .FieldNa me]
Begin Date/Time
Specifies the beginning of the time range for which data will be collected
DATETIME
Filter is tested against the ContactCallDe tail.startdatetime
End Date/Time
Specifies the end of the time range for which data will be collected.
DATETIME
Filter is tested against the ContactCallDe tail.startdatetime
String
Filter tested against the ContactCallDe tial.applicationname
App li cati on Name Unified CCX Voice Application
field
Visual Presentation Let us review our intended design by creating an example of the data displayed when our report is run. Figure 301. Mock-Up of Intended Report
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Identifying SQL Programming to Create a Report Data Source NOTE: All custom reporting solutions require an understanding of the logical layout and location of data fields within the database. Cisco Unified CCX This is called a schema . The activities in this lab make use of schema definitions documented in the Database Schema Gui de, Release 11.0(1) . Refer back to the beginning of this module for a link to the documentation. While it is far beyond the scope of this lab document to teachStandard Query Language
(SQL) programming we will review in
brief the required SQLSELECT statement needed to gather the required data fields, and sort results based on filters specified. As indicated earlier, all of the data required to provide this report output resides in the ContactCallDetail table of the db_cra database on Unified CCX . In addition, we identified the following database field (column id) values that specify return data and will provide the basis of ourSELECT statement: applicationname, customVariable1, connecttime
.
Also, recall that we are providing filtering capability to limit the result set based on the value of the startedatetime field being greater than or equal to the interval start time and less than or equal to the interval end time. In addition, we will check to ensure that the applicationname field matches that specified in the report filter. Finally, we wish to group results byInquiry Type , which is the value present in thecustomVariable1 field. The following SQL statement will satisfy the requirements gathered: ccdr . appl i cati onname AS Voi ceAppl i cati on, ccdr . cust omVari abl e1 AS I nqui r yType, COUNT( *) AS Tot al Cal l s, AVG( ccdr . connect t i me) As AverageTal kTi me FROM Cont act Cal l Detai l AS ccdr WHERE ccdr . st ar t dat et i m e BETWEEN :St art Ti me AND : EndTi me AND ccdr . cont actDi sposi t i on = 2 AND ccdr . appl i cati onname = : Voi ceAppl i cati onName Vari abl e1 = ' New Or der' OR ccdr . cust omVari abl e1 = ' Exi st i ng Or der' Var i abl e1 = AND ( ccdr . cust om OR ccdr. cust om ' Othe r I nqui ry' ) GROUP BY Voi ceAppl i cat i on, I nqui r yType ORDER BY I nqui r yType; SELECT
In the WHERE clause of this statement there are 3 elements preceded by a colon: . These are Parameters supplied by the end user when executing the report. CUIC parses the SQL syntax and recognizes this must be provided by the end user. When the parameters are configured and the report isRun , CUIC will dynamically replace these tags with the value provided by the user. This is a function of anAno nym ou s Bl oc k SQL query , which we will use as our data source value for theReport Definition. For Example, :StartTime will be replaced with a Data/Time value based on what is selected using a calendar control on the report filter screen. :VoiceApplicationName will be replaced by a string containing a valid voice application name chosen by the user.
NOTE: Use caution when constructing SQL statements for new reports. Database performance can be severely impacted if an improperly written query is executed against theUnifi ed CCX database. This is especially true when creating more complex iterative queries using Stored Procedures.
Create a Report Definition and Parameter Value List Create the Report Definition With requirements gathered and defined and SQL logic compiled to retrieve our data set, we are ready to begin the report creation process. A Report Definition in CUIC contains the data source for the report (SQL, Anonymous Block, Stored Procedure). It allows us to set the expected format of return (field data), and to configure parameter data types and formats. Some visual
Report Views . formatting may be done here, but the vast majority of aesthetic modification can be done later when Editing
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1.
In the browser tab connected to the CUIC Premium instance on cuic1.dcloud.cisco.com drawer[
click on the Report Definition
]intheleftpane.
2.
In the Report Definition tab, right-click on the Report Definitions category.
3.
From the context menu, choose Create Sub -category .
Figure 302. Create Sub-category
4.
In the Name field, type Custom Report Definitions .
5.
Place a checkmark in all permission fields across the bottom.
Figure 303. Report Definitions Sub-Category Configuration
6.
Click OK to create the sub-category.
7.
Left-click the Custom Report Definitions
Sub-category, choose Create Report Definition .
Figure 304. Create Report Definition
8.
Configure the Report Definition using the parameters listed in the table below.
Table 64. Setting
Create Report Definition Parameters Input
Name
Call Summary By Inquiry Type
Description
Call Summary By Inquiry Type
Permissions
Check all boxes
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9.
Click OK.
10. A new tab titled Call Summary By Inq uiry Type is opened in the right pane. 11. Use Windows File Explorer to browse to the folder Desktop\CCX-Enablement\Module5 . 12. Double-click the file name Call_Summary_By_Inquiry_SQL.txt
file to open in Notepad . This file contains a copy/paste
version of the SQL statement developed earlier in the lab. Figure 305. Open Call_Summary_By_Inquiry_SQL.txt
13. Use the Ctrl + A keystroke combination to select all contents of the file. 14. Use the Ctrl + C keystroke combination to copy the selection to the Windows clipboard. 15. Close the Notepad application. 16. Switch focus back to the Call Summary By Inquiry Type 17. On the [ Table 65.
tab in CUIC.
] tab, enter the values specified in the table below.
Data Source Parameters
Setting
Input
Query Type
Ano nym ou s Bl ock
Data Source
Unified CCX
Data Source Type
Informix (automatically filled)
18. Confirm that the Data Source Status is [
].
19. Place your cursor in the Ano ny mo us Blo ck editor window, use the Ctrl + V keystroke combination to paste the SQL text. Figure 306. Call Summary By Inquiry
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20. Click Create Parameters . The Create Parameters function instructs CUIC to parse the entered SQL statement and search for any specified parameters. In our case, the values:StartTime , :EndTime , and :VoiceApplicationName
are identified and displayed below theAno nym ou s
Block editor window. This is the first SQL query validation step performed by CUIC during Report Definition creation. 21. Scroll to the bottom of thepage and configure thedetected parameters using the tablebelow. Table 66.
Anonymous Block Parameter Setup
Parameter Name
Data Type
@StartTime
DATETIME
@EndTime
DATETIME
@VoiceApplicationName
STRING (Default)
Figure 307. Anonymous Block SQL Parameters
22. Click the Create Fields button. 23. Confirm that a success messageis displayed to the right of the Create Fields button. Figure 308. Create Fields Query Validation
The Create Fields function performs a SQL validation test against the data sourceUnified CCX to ensure that the query is executable as written based on theUnified CCX database schema. 24. Scroll up and click the [
] tab.
25. Click the radio button for the totalcalls field. 26. Click the Edit Formatting button. 27. Use the drop-downmenu to set the Footer value to Sum . This will automatically create a calculated footer column totaling the values for all returned data rows. Figure 309. Add Footer
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28. Click Update Field . 29. Click the radio button for the averagetalktime field. 30. Click the Edit Formatting button. 31. In the Format field, use the drop-down menu to chooseMinutes and Seconds (hh:mm:ss) . 32. Use the drop-downmenu to set the Footer value to Avg . This automatically creates a calculated footer returning the average for the ATT values for all returned data rows. 33. Click Update Field . 34. C lickthe[
]tab.
35. Choose the entry for @StartTime and click the Edit button. Figure 310. Choose and Edit Parameter
36. Use the table below to configure the @StartTime parameter. Table 67.
@StartTime Parameter Setup
Setting
Input
Relative Date Range
Start Date
Display Name
Interval
Figure 311. @StartTime Parameter Configuration
37. Click Update Field . 38. Choose the entry for @EndTime and click the Edit button. 39. Use the table below to configure the @EndTime parameter. Table 68.
@EndTime Parameter Setup
Setting
Input
Relative Date Range
End Date
Display Name
Interval
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40. Click Update Field . 41. Choose the entry for @VoiceApplicationName and click the Edit button.
Observe : there is an option to assign aValue List to this parameter. A value list displays a list of available valid choices from which the report end-user may choose. Value Lists are generated by running a simple SQL query to identify valid values present in particular database fields. Because we have not yet defined a value list we will leave the parameter as is and return to finish the configuration after the creating a value list. 42. Click Save to save the report definition configured so far.
Create a Value List for the @VoiceApplicationName Parameter As specified in the previous step, we want to provide the end-user a list of valid options for use with report filter parameters. This ensures consistent results and delivers a superior end-user experience by making the report filter interface more intuitive. Value lists use simple SQL queries to return pertinent data as filter choices for a particular report. In this case, because all of the data for our report is derived from thedb_cra.ContactCallDetail table, we want to determine the list of valid Unified CCX Application names by issuing a simple query to select unique instances of application names, which occur in records in the
db_cra.ContactCallDetail table. Rather than listing every application configured within Unified CCX, we are presenting only the names of those applications, which have generated call traffic based on records stored in the db_cra.ContactCallDetail table. The SQL Query used to generate the Value list is as follows: f i r st 30000 DISTINCT appl i cati onname as I D, appl i cat i onname as Val ue Cont actCa l l Det ai l WHERE appl i cat i onnam e' '
SELECT FROM
This query will seek through the first 30000 rows of data and identify distinct values for the applicationname field where the value
App li cat io n Names . This list will be used byCUIC in is something other than an empty string. It will then return this list of distinct the Run report interface to populate the available selections from which the end-user may choose. 1. 2.
Use the Windows File Explorer to browse to the folder Desktop\CCX-Enablement\Module5 . Double-click the file named Value_List_SQL.txt file to open in Notepad . This file contains a copy/paste version of the SQL statement developed earlier in the lab.
Figure 312. Open Value_List_SQL.txt
3.
Use the Ctrl + A keystroke combination to select all contents of the file.
4.
Use the Ctrl + C keystroke combination to copy the selection to the Windows clipboard.
5.
Close the Notepad application.
6.
Switch focus back to browser window actively connectedto CUIC.
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7. Clickthe[ 8.
]drawer.
Click the Create button.
Figure 313. Create Value List
9.
In the Value List > Create dialog, enter the values specified in the table below.
Table 69.
Value List Parameters
Setting
Input
Value List Name
Voice Application Name
Version
1.0
Data Source
Unified CCX
Description
Unified CCX Application
Names
10. Clear all text from the Value List Query field. 11. Place your cursorin the empty Value List Query field and copy SQL command using theCtrl + V keystroke combination. 12. Click the Validate button. 13. Confirm that the validation is successful. Figure 314. Validation Successful
14. Click OK. 15. Clear all text from the Collection Query field. 16. Scroll down and place a checkmark in all availablePermissions fields.
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17. Confirm that your configuration matches the graphic below Figure 315. Value List > Create Configuration
18. Click Save . 19. Close the Value Lists tab.
Complete Parameter Configuration using a Value List Complete the report configuration by assigning theVoice Application Name Value List to the @VoiceApplicationName parameter in the Call Summary By Inquiry Type 1. Click the [ 2.
Report Definition.
tab. ]
To synchronize the newly added Value List click the Refresh button [
3. Choosethe[
].
]tab.
4.
Choose the entry for @VoiceApplicationName .
5.
Click Edit .
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6.
Use the table below to configure the @VoiceApplicationName parameter.
Table 70.
@VoiceApplicationName Parameter Setup
Setting
Input
Display Name
Voice Application Name
Value List
Voice Application Name
Figure 316. @VoiceApplicationName P arameter Configuration
7.
Click Update Field .
8.
Click the [
9.
Close the Call Summary By Inq uiry Type tab.
] button at the top of the tab.
Create a Report using the new Report Definition To complete the report creation process we must create a new report, which uses the Report Definition created in the previous activity. Recall that theReport allows us to perform the following: •
•
Create and Customize Data Views Set Values for the Default Report Filter or Even Bypass the filter dialog altogether
1.
Click the Reports drawer [
2.
Under Avai lable Repor ts , highlight the Reports folder and right-click to open the options menu.
3.
Choose Create Sub -category .
] in the left pane to open the
Reports tab.
Figure 317. Create Sub-category
4.
In the Name field, type Custom Reports .
5.
Place a checkmark in all permission fields across the bottom.
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6.
Click OK to create the sub-category.
Figure 318. Create Custom Reports Sub-category
7.
Right-click on the newly create Custom Reports Sub-category and choose Create Report from the menu.
8.
Enter the following parameters
Table 71.
to create the new report.
Save As Parameters
Setting
Input
Name
Call Summary By Inquiry Type
Description
Call Summary By Inquiry Type
Report Definition
Report Definitions > Custom Report Definitions > Call Summary By Inquiry Type
Permissions
All bo xes chec ked
Figure 319. Create Call Summary By Inquiry Type Report
9.
Click OK. An editor tab titled Call Summary By Inqu iry Type will launch in the right pane.
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Customize Data Grid View of the New Report Call Summary By Inquiry Type Recall that in an earlier activity we developed a proposed visual layout for the
report which
specified the order in which columns would be displayed. We will now customize the default report data view using the mockdesign developed. Figure 320. Mock-Up of intended report
1.
With application focus on the Call Summary By Inq uiry Type report editor tab, click theEdit Views [
2.
Click the radio button for the view item named Call Summary By Inq uiry Type grid data view.
3.
Click the Edit button.
button. ]
Figure 321. Edit View
4.
Use the Up and Down arrows to re-order the fields displayed in theCurrent fie ld order in the grid pane from top to bottom as follows:
5.
•
voiceapplication
•
inquirytype
•
totalcalls
•
averagetalktime
Ensure that your data field grid order matches the graphic below.
Figure 322. Re-order Data Fields
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6.
Next, we will edit the Grid Display Name property of all fields presented in the data grid.
7.
Right-click the voiceapplication field in the Current fie ld order in the grid pane. Choose Properties .
8.
In the Grid Display Name field, type App li cati on Name.
9.
Click OK.
Figure 323. Update Grid Display Name
10. Right-click the inquirytype field in the Current field order in the grid
pane. Choose Properties .
11. In the Grid Display Na me field, type Inquiry Type . 12. Click OK. 13. Right-click the totalcalls field in the Current fie ld order in the grid pane. Choose Properties . 14. In the Grid Display Name field, type Total Calls . 15. Click OK. 16. Right-click the averagetalktime field in the Current fie ld or der in the grid
pane. Choose Properties .
17. In the Grid Display Name field, type Aver age Tal k Tim e. 18. Click OK. 19. Confirm that data fields have be en modified such that your configuration matches the graphic below. Figure 324. Updated Grid Display Names and Order
20. Click Save .
NOTE: The operation above affects only the cosmetic display of data when the report is run, making it easier for a viewer to understand by assigning a standard text representation of the field name.
Create a Pie Chart Data View Finally, we take our reporting package to the next level and provide an “At a Glance” Pie Chart view, which will display the Percentage By Volume based on Inquiry Type . This view will then become an optional data view when the report is run. 1.
From the Views of Call Summary By Inquiry Type
tab, click Create .
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2.
Choose Chart from the drop down menu.
Figure 325. Create New Chart Data View
3.
Use the table below to configure General S etting s .
Table 72.
Chart Data View General Settings
Setting
Input
Chart Type
Pie Chart
Chart Name
Call Perce ntage By Inquir y Type
Chart Description
Call Perce ntage By Inquir y Type
4.
Scroll down and click Next to continue.
5.
Use the table below to configure Series S etting s .
Table 73.
Chart Data View Series Settings
Setting
Input
Data Field
totalcalls (totalcalls)
Label Field
inquirytype (inquirytype)
Label Position
Inside Wedges
Label Format
Percent with Value Inside Parenthese s
6.
Confirm that your configuration matches the graphic below.
Figure 326. Chart Data View Series Configuration
7.
Click Next .
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8.
Scroll down and click Save and Exi t to save changes.
9.
Click OK when prompted to Save and Exit the Chart Editor.
10. Observe that both configured views are now associated with theCall Summary By Inquiry Type
report.
Figure 327. Call Summary By Inquiry Type Views
11. Close the Views of Call Su mmary By Inquiry Type tab.
Test Report Execution With Report creation and data view customization complete it is time to run the report and evaluate the return results.
Note : As this is a lab system with Call Volume generated for testing purposes and on specific dates we will always use the Relative Date Range of Year to Date when running the report to ensure that a dataset is returned. You may wish to generate test traffic and sample the report results based on your testing. 1. 2.
Click the Reports tab. Click the Refresh icon [
] to incorporate changes to the Call Summary By Inqui ry Type report (made during the
previous exercise). 3.
Expand the Custom Reports sub-category by clicking the+ directly to the right of the item.
4.
Left-click the Call Summary By Inquiry Type report to launch the report filter.
5.
For Interval set the Relative Date Range field to Year to Date using the drop-down menu.
6.
Observe that the Voice Application Name parameter displays a single available item in theAvailable pane.
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7.
Choose CS_Voice_Main an d use the [
] to bring this item into the Selected pane.
Recall: The available items for theVoice Application Name filter are rendered based on theValue List defined earlier. Figure 328. Call Summary By Inquiry Type Filter
8.
Click Run .
9.
Observe that the report runs successfully and returns data similar to the following:
Table 74.
Call Summary By Inquiry Type Grid View
Image Tag
Item
Commen t
1
Column Headers and Order
Column Header Names Configured based on the Grid Display Name value. Columns are presented in the desired order from left to ri ght.
2
Aver age Tal k Ti me Fo rmat
Formatting value specified for the averagetalktime field is correct (hh:mm:ss)
3
Footer Columns
A Footer with Total Calls and Average Talk Time is displayed at the bottom of the report page.
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Test the Chart Data View We have confirmed that the output of the report data grid view aligns with our design. Let us observe the output of the chart data view. 10. Locate the Data View selection menu at the top right of theCall Summary By Inquiry Type report window. You may need to click [
] to view the drop down list.
Figure 329. Data View Selection Menu
11. Use the drop-downmenu to choose Call Percentage By Inqui ry Type . 12. Confirm that the pie chart data v iew presents total call volume sorted byinquiry type. Figure 330. Call Percentage By Inquiry Type Chart
13. Observe that based on our configuration settings, the values are displayed inside the chart wedges.
Export the Packaged Report and Import to CUIC Standard With a fully functional multi-view report created and tested with Unified Intelligence Center Premium
, we are ready to package
the report and make it available to end-users from withinCUIC Standar d running on the Unified CCX server. This is a relatively straightforward process, which involves exporting the created report from CUIC Premiu m and then importing the report to a target category in CUIC Standar d . 1.
Click the Reports tab if already open, or Click theReports drawer to launch the tab.
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2.
Right-click the Call Summary By Inq uiry Type report item. Choose Export from the menu.
Figure 331. Export Call Summary By Inquiry Type
3.
Leave the default name for the archived report Call Summary By Inquir y Type.z ip .
4.
Click OK.
Figure 332. Export Report Dialog
5.
When prompted in the Opening File dialog, click the Save File radio button and then clickOK.
Figure 333. Opening File Dialog
6. 7.
The file Call Summary By Inquiry Type.zip file will be automatically save toDesktop\CCX-Enablement\Downloads . Switch to the Mozilla Firefox browser tab connected toCUIC Stand ard on uccx2.dcloud.cisco.com . If prompted to log in, do so with the credentials Username:cholland and Password: C1sco12345 .
8.
Click the Reports drawer to launch the Reports tab.
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9.
Click Import Report from the menu.
Figure 334. Import Report
10. In the File Name field, click the Browse button. 11. In the File Upload dialog, browse to Desktop\CCX-Enablement\Downloads
and choose Call Summary By Inqui ry
Type.zip . Figure 335. Browse to Report Location
12. Click Open . 13. In the Save To field, use the arrow to expand theReports category. Click the radio button forCustomer Service . Figure 336. Import Settings
14. Click Import . 15. CUIC opens the archive file and e xamines the report components. It will detect that it does not have aninstalled Report
Definition that matches the one referenced by this report. You will see what appears to be an error message but is actually informational and a new dialog opens to allow the user to choose the data source associated with this report. 16. From the Data Source for Report Definitio n drop-down menu, chooseUCCX. 17. From the Data Source fo r Value List drop-down menu, choose UCCX.
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18. The Save To field preserves the selection from the previous dialog, which wasReports > Customer Service . Verify this is correct. Figure 337. Import Settings
19. Click Import . 20. A message indicating that import wassuccessful is displayed in the upper lef t corner of the import dialog. Youwill automatically be re-directed back to theReports tab once complete. 21. The Call Summary By Inquiry Type
report should now be available in theCustomer Service reports Sub-category.
Figure 338. Customer Service > Call Summary By Inquiry T ype
Test Imported Call Summary By Inquiry Type Report Run the newly imported report to ensure that report filters and return data render as expected. 1.
Left-click the Call Summary By Inquiry Type report item in the Reports tab.
2.
For Interval , set the Relative Date Range field to Year to Date using the drop-down menu.
3.
Observe that the Voice Application Name parameter displays a single available item in theAva ila ble pane.
4.
Select CS_Voice_Main an d use the [
5.
Click Run .
6.
Confirm that both the data grid and pie chart views are accessible and display identically as with the previous report execution
] to bring this item into the Selected pane.
on CUIC Premiu m .
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Module 5 Conclusion CUIC Standar d and CUIC Through the completion of this module, you have become familiar with the features and capabilities of Premium . You have explored reporting requirements and identified situations where cosmetic customization is not sufficient to Premium meet customer needs. You have translated requirements into a report design and then harnessed the capability CUIC of as a platform to create custom reporting forUnified CCX end users and to package and deliver this functionality so that it is readily available from withinCUIC Standar d and available to end-users. While this concludes the lab modules, we invite you to take your learning to the next level and explore the creation of additional reports using the baseline custom report example provided.
Lab Conclusion This concludes our lab learning exercises. We invite students with additional time to re-visit modules of interest or to complete
Cisco Unified Contact Center Express . those that may have been skipped and further explore the capabilities of
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Appendix A: CAD to Finesse Migration Tool The CAD to Finesse Migration utility automates the migration of some Cisco Agent Desktop (CAD) configuration data to Cisco Finesse. The utility runs from a client with connectivity to the CAD and Finesse servers and allows for multi-stage migration of configuration data. Reason Codes, Wrap-up Codes, Phone Books, Contacts and some workflow actions are migrated.
NOTE: The CAD to Finesse migration utility can be used with any version of UCCX supported for direct upgrade to 11.0(1). Check the Compatibility Matrix for versions supported for direct upgrade to 11.0(1).
What is Migrated? The utility migrates the following configuration: •
Global & Workflow Group Not Ready Reason Codes
•
Global & Workflow Group Logout Reason Codes
•
Global & Workflow Group Wrap-up Codes
•
Global & Workflow Group Phone Book Contacts
•
Global & Workflow Group Phone Books
•
Workflow Group Start Recording Actions
•
Workflow Group HTTP Actions
Workflow Group HTTP Actions associated with non-Default Workflow Lists are not migrated. Only actions associated with the Default Workflow List are migrated by this utility. The Workflow Group configuration is migrated to the Finesse Team ONLY if the Finesse Team name matches the Workflow Group name. If the Workflow Group name matches the Finesse Team name, the Workflow Group specific configuration will be associated with the Finesse team. If the Workflow Group name does not match the Finesse Team name, the configuration will be migrated to Finesse, but will have to be assigned manually to the Finesse Team. If the Finesse Team has configuration associated with it, the utility will append the newly migrated configuration to the Finesse Team’s configuration.
Download the Utility The Tool is downloaded from the Cisco DevNet website. 1.
Open or bring focus to the RDP session connected to wkst1.dcloud.cisco.com
2.
Launch Mozilla Firefox by clicking on the shortcut in the task bar [
(Charles Holland).
].
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3.
Browse to https://developer.cisco.com/site/finesse/downloads/cad-to-finesse/index.gsp and click Download the utility .
Figure 339. Download Utility
4.
Press “OK” in the dialog box and save the tool toC:\Users\cholland \Desktop\CC X-Enablement\Downloads .
Figure 340. Save the Tool
Export the CAD configuration using the Utility 1.
Open the download folder on Workstation 1,C:\Users\cholland\Desktop\CC X-Enablement\Downloads .
2.
Using 7zip , extract the .zip file to a folder as shown below.
Figure 341. Extract File
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3.
After extracting the utility, navigate to C:\Users\cholland\Desktop\CC X-Enablement\Downloads\cadtofinesse_1.6\
4.
Double click convert.exe to launch the utility.
dist .
Figure 342. Launch Convert.exe
5.
Give consent for the utility to run by typing Yes as shown below.
Figure 343. Give Consent
Next, we need to choose the phase to run. Export allows us to extract the CAD LDAP and serialize it on the disk where the utility is being run. Import phase uses the previously serialized information to configure Finesse.
NOTE: The import phase must be run by the utility in the same location (PC, folder etc.) as the export phase.
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6.
We will first export the configuration from UCCX1. At the Select the phase to run (export/im port): type expor t .
7.
When prompted to enter the IP address of the CAD server, enter 198.18.133.19.
8.
When prompted to Begin expo rt? (Yes/N o) type Yes . This action will close the utility and create the extracted CAD configuration.
Figure 344. Begin Export
9.
The output file is found at C:\Users\cholland \Desktop\CC X-Enable ment\Downloads\cadtofi nesse_1. 6\dist\backup .
Figure 345. Export file location.
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Importing the CAD configuration to Finesse using the Utility We must now import the extracted CAD information toUCCX2 so that it can be added to the Finesse configuration. 1.
Open the folder location C:\Users\cholland\Desktop\CC X-Enablement\Downloads\cadtofi nesse_1. 6\dist .
2.
Re-launch the utility by double clicking convert.exe .
3.
When prompted to Select the phase to run (export/import), enter I mport .
4.
When prompted with This scri pt send anonym ous data back to C isco. Do you concen t? (Yes/No) , enter Yes .
5.
When prompted with Enter Finesse FQ DN in hostname.domain.suffix
6.
When prompted with Finesse administrator username , enter admi ni st r ator .
7.
When prompted with Finesse administrator password , enter dCl oud123! .
8.
Press enter to initiate the import.
for , enter uccx 2. dcl oud. ci sco . com.
Figure 346. Import phase.
This concludes Appendix A
.
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Appendix B Technical Reference Documents CAD to Finesse Migration •
Cisco Unified Contact Center Express Design Guide, Rele ase 10.6(1) http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/design/guide/UCCX _BK_CBB99111_00_cisco-unified-contact-center-express/UCCX_BK_CBB99111_00_cisco-unified-contact-centerexpress_appendix_0111.html
Scripting with Unified Contact Center Express 11 •
Cisco Unified Contact Center Express Gettin
g Started wi th Scrip ts, Rele ase 11.0(1)
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/programming/g uide/EditorSeriesVol1.pdf •
Cisco Unified Contact Center Express Editor Step Reference Guide, R elease 1 1.0(1) http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/programming/g uide/EditorSeriesVol2.pdf
•
Cisco Unified Contact Center Express Expressio n Lan guage Ref erence Guide, Releas e 11.0(1) http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/programming/g uide/EditorSeriesVol3.pdf
Provisioning the Chat and Email Subsystem •
Cisco Unified CCX Admini stration Guide, Rele ase 11.0(1): Subsystems Menu http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/config/guide/UCCX_ BK_U2F148AE_00_unified-ccx-administration-guide/UCCX_BK_U2F148AE_00_unified-ccx-administrationguide_chapter_010000.html
Reporting System Technical Reference •
Cisco Unified Contact Center Express Report User Gui de, Release 11. 0(1) http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/user/guide/UCCX_B K_U36B58A5_00_uccx-report-user-guide-11.html
•
Cisco Unified Contact Center Express Histor
ical Reporti ng Guide, Releas e 11.0(1)
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/user/guide/UCCX_B K_UA808DBF_00_uccx-historical-reporting-guide-11.html •
Cisc o Unif ied CCX Database Schema Gui de, Release 11.0(1) http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/reference/guid e/Unified_CCX_Database_Schema_Guide_Release_1101.pdf
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