Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 

AW Configuration Manager Setting for Contact Center

     

    Create Device target in Configuration Manager

     

     

    image118.gif

     

     

     

    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.

     

     

    image119.gif

     

     

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

     

    image120.gif

     

     

    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

     

    image121.gif

     

     

    image122.gif

     

     

    image123.gif

     

     

    Add new agents

     

    image124.gif

     

     

    image125.gif

     

    Add Skill Group

    Use Skill Group Explorer to add new skill group.

     

    image127.jpg

     

     

     

    Add route option in the skill group as well.

     

    image129.jpg

     

     

    Make sure Agents are assigned

     

     

    image130.gif

     

     

    Add Call Type List

     

    image132.jpg

     

    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

     

     

    image134.jpg

     

     

     

    image135.gif

     

    image136.gif

     

     

     

    Enable Expanded Call Context

     

     

    image137.gif

     

    CUICM Instance Explorer Setting

     

     

    image139.jpg

     

    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.

    image141.jpg

     

     

    Network VRU Script List

     

    image143.jpg

     

     

    image144.gif

     

     

    image145.gif

     

     

    image146.gif

     

     

    image147.gif

     

     

    CTI Toolkit Agent Desktop Client Installation

     

    image148.gif

     

     

    image149.gif

     

     

    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

    Version history
    Revision #:
    2 of 2
    Last update:
    ‎08-29-2017 08:32 AM
    Updated by:
     
    Labels (1)
    Contributors
    Comments
    New Member

    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

    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

    New Member

    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

    New Member

    Hi Shahzad,

    i think you forgot to include PG configuration

    I have included a link here that has the PG config. as well.

    New Member

    Hi Shahzad,

    I must say excellent document. It has helped me a lot to kick off my journey in UCCE. I've been following the entire series and have done whatever is explained. Unfortunately I'm unable to get my CTI Route Point registered, believe that's been the reason I'm unable to get the call to ICM.

    I'm using UCCE 8.0(1) in my lab.

    I've installed all the required applications and have configured as you have guided though out.

    Please suggest what can be done to resolve this.

    Thanks

    Shantanu

    New Member

    This has been resolved now. I found on the console that the jtapi user credential was wrong on the pg configuration.