AW Configuration Manager Setting for Contact Center

Document

Jun 11, 2009 1:58 AM
Jun 11th, 2009

1. Create Device target in Configuration Manager



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Add label for all the routing-clients. In our setup we have two routing clients.


  1. Cisco Unified Communication Manager
  2. Cisco Unified CVP IVR or VRU


These two routing clients can request for label from CUICM and CUICM will return the label to the respective routing-client.


Following picture shows the agent DN label that will be returned for the CUCM originated calls. CUCM will be named as routing client because it is requesting a label from ICM. So an entity that requests a label from ICM is called routing client. And typically ICM sends a label back to orginal routing clinet. Unless you have Network Transfer option configured. In Network Transfer case, ICM will return lable back to CVP even though it could have been requested by CUCM.



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Following picture shows the agent DN label that will be returned to the CVP Routing Client when CVP will request for it.


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2. Network VRU Configuration in AW Configuration Manager

Network VRU or CVP configuration is important when agent is not available and ICM needs to queu the call at the edge (at the VXML Gateway).

So what we are telling ICM here is that if an agent is not available you need to queue the call at the VXML Gateway. And the way to reach to VXML gateway is to return a lable back to the CVP or CUCM (depending on who is requesting the call). So for example

  • If CUCM requested to connect to agent and agent is not avialble
  • ICM will send a VRU label 5417641402 back to CUCM
  • CUCM will route this lable back to the VXML gateway
  • VXML gateway will queue this call and play MoH or similar prompts to the caller

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3. Add new agents


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4. Add Skill Group

Use Skill Group Explorer to add new skill group.


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Add route option in the skill group as well.


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Make sure Agents are assigned



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5. Add Call Type List


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6. Add Dialed Number/Script Selector List

Dialed number are configured in ICM so that ICM can recognize the incoming call and trigger script based on the dialed number.

Select

AW Configuration Manager ->Configure ICM -> Tool -> List Tool -> Diald Number


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7. Enable Expanded Call Context



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8. CUICM Instance Explorer Setting



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9. Add Expanded Call Variable List

Go to: Configuration Manager --> List Tool --> Expanded Call Variable List


And add all the variables listed here. Make sure that all of them are enabled. Some of them may or may not be required for your scripting need and also you may need additional variable to complete your script. All the variables listed here are not persistent.

Name of ECC Variable
Max LengthArray (Y/N) - Size
user.h323.rftransfer40No
user.media.id36No
user.microap.app_media_lib10No
user.microapp.caller_input130No
user.microapp.currency6No
user.microapp.error_code2No
user.microapp.FromExtVXML40Yes - 1
user.microapp.grammer_choices20No
user.microapp.inline_tts30No
user.microapp.input_type1No
user.microapp.locale5No
user.microapp.media_server30No
user.microapp.metadata62No
user.microapp.override_cli10No
user.microapp.pd_tts1No
user.microapp.play_data40No
user.microapp.sys_media_lib10No
use.microapp.ToExtVXML40Yes - 1
user.microapp.uui40No
user.microapp.UseVXMLParams1No
user.sip.refertransfer1No

A sample screen shot is also available.

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10. Network VRU Script List


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11. CTI Toolkit Agent Desktop Client Installation


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If all configuration steps are good and communication to the CUCM via PG1 is active, then agent should be able to login. At this point it is also good idea to check if call is being routed to the agent by making a following simple ICM routing script.

Start ---> LAA --->Skill Group Selection ---> Stop 

Or else you can refere to following document for the ICM script.

ICM Scripting

In order to completely understand the concepts presented here, this document should be read along with the following guide.

https://supportforums.cisco.com/docs/DOC-1374

Average Rating: 5 (1 ratings)

Comments

m.naresh23 Sat, 02/06/2010 - 01:44

Hi Shahzad,

Many thanks for posting very meaningful documents to setup a Sprawler. I'm a newbie, so your doc's were really helpful to setup the Sprawler in our Lab . Really appreciate your efforts.

Everything went well, got all agents to login successfully but got stuck up on the LAST hurdle i.e. to check if call is being routed to the agent by making a following simple ICM routing script.                                                      Start ---> LAA ---> Skill Group Selection ---> Stop

I tested the script in monitor mode, the real test call is going  through but as soon as the call reaches the skill group nothing works. I mean call doesn’t get routed to any agent in that skill group even though agents are logged and in Ready mode to accept the call in that skill group

I’m trying to call from IP Phone to agent’s IP phone through CM’s ROUTE POINT in Lab.

I've done all config (agent logged in and ready, device target configured (devType CiscoPhone /DN XXXX), associated Route point with “jtapi” user in CM and agent's DN with the "pguser” user in CM and so on..)

When I dial the RP, every time I get a busy tone.

Any ideas where I might be going wrong.

Thanks in advance.

Regards,

Naresh

syali Mon, 02/08/2010 - 06:25 (reply to m.naresh23)

Hi Naresh,

Thanks a lot for appreciating the work here.

I am by no means ignoring your post here :-) It is just that I think I need little more time to figure out what could be wrong in you setup.

One questions. Can you see if the call is actually coming and hitting your script? You can see that in the ICM Script editor if you monitor the script. Can you please confirm that for me?

Thanks,

Shahzad

m.naresh23 Tue, 02/09/2010 - 00:37 (reply to syali)

Hi Shahzad,

Many thanks for your reply.

I deleted and recreated the Device Targets + labels for all extensions and it WORKED . Awesome!!   Now, If  I dial the RP number, agents can take calls.

Just to answer your questions, yes the call is actually coming and hitting the script.

Cheers,

Naresh

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