What is a UCCX agent?
What is a UCCX agent?
Cisco Unified Contact Center Express (UCCX) is a “contact center in a box” that provides a secure and easy to deploy customer interaction management solution for up to 400 agents. Unified CCX provides options to address multiple contact center functional areas such as: Inbound voice. Outbound campaign. Agent email.
What is RMCM in UCCX?
2. RMCM user: This user is used to monitor agent states by uccx so as to inform cucm of what to do with this user. All agent phones must be associated with this user.
How do you give a supervisor access in UCCX?
As a summary:
- You can assign the Administrator Capability rights for users. from Tools – User Management – User View.
- You can assign the Supervisor Capability for the user and. the agent capability from the Tools – User Management – User View.
- Lastly, we can use the agent login ID to login to.
What is the difference between Ucce and UCCX?
What is the difference between UCCE and UCCX? UCCX is the small-size call center platform that supports up to 400 agents. UCCE has more comprehensive features and targets sophisticated operations and large agent numbers.
What is trigger in UCCX?
Triggers. Triggers are the directory numbers that are dialed to interact with CCX. One or more triggers are assigned to an application. Triggers can be either a telephony trigger (a DN on CUCM) or an HTTP trigger (only available in CCX premium.)
What is Cisco Finesse used for?
Cisco Finesse is a service that offers features for Cisco contact center agents and supervisors in UCCE, PCCE and UCCX. It provides a web interface for agents and supervisors to login, change their state and receive calls.
What is Cisco Finesse?
The Cisco Finesse™ desktop is the next-generation agent and supervisor desktop for Cisco® Unified Contact Center Enterprise, providing easy access to the applications and information required by your customer service organization through a customizable web-based interface.
What is Jtapi user in UCCX?
UCCX opens connection to CTI Manager for both JTAPI and RMCM user. This logical connection is called provider. P1 JTAPI call events are the call events for Provider 1 (P1), which is known as the JTAPI provider. The JTAPI provider observes calls on CTI Route Points and Ports.
What is a Csq Cisco?
Contact Service Queue (CSQ)-based routing—CSQs are entities that route calls to your resources (agents). When an agent becomes available to take a call, the system chooses a queued call from one of the CSQs whose resource pool includes the agent, and routes that call to that agent.
Is it possible to assign supervisor and agent capability on uccx?
This is a feature on the Call manager but not on the UCCX. This is considered. from Tools – User Management – User Vie w. changes. 2. You can assign the Supervisor Capability for the user and the agent capability from the Tools – User Management – User View. Using this ID, you can login to App Admin change of the UCCX.
What is the uccx agent id?
In UCCX the agent ID is the username of the user from CUCM, so if your CUCM is LDAP integrated then the agent ID is the LDAP username, which by the way is case sensitive. So, for example if you LDAP user is ChrisDeren then this is how you need to enter it into Finesse/CAD to login.
How to add new CCX extension for a user?
The last step once user appears as resource in CCX is to assign the agent to skill (s) and team. To add new CCX extension you simply change the phone button template on the phone to allow additional DN and then click the “Add DN” button and assign proper DN with proper settings.
How to assign agent to skill(s and team in CCX?
1. correct, ensure you select correct DN with proper settings, i.e. max calls/busy trigger = 2/1 2. Only if you are using IP Phone agent and not agent desktop (Finesse, CAD) 3. Correct, via the AXL integration. The last step once user appears as resource in CCX is to assign the agent to skill (s) and team.
