STEP-BY-STEP SET UP A NEW CSQ IN IPCC STEP 1 Create a Prompt Folder – This is a folder to store all prompts (sound files) you will be using in the script a. In Cisco Unified CCX Administration (IPCC) open “Prompt Management”
b. Select the “en_US” folder or you can create a new folder here to store the prompts
c. Create a new folder and name it HOU_CSQName
STEP 2 Add wav Files to the Prompt Folder – You will need to record the following prompts at the very least: Main Greeting (ENG/SPN) – You have reached...press 1 for English... Agents Busy (ENG) – Please continue to hold... Agents Busy (SPN) – Por favor espere... Once the files have been recorded, they must be uploaded to the folder you created in “Step 1” a. In Cisco Unified CCX Administration (IPCC) open “Prompt Management”
b. Select the “en_US” folder
c. Open the new folder you created in “Step 3” (HOU_CSQName) and click “Upload New Prompts”
d. Click on “Browse� to locate and upload the file to IPCC. The names of the files are case sensitive and must match the names used in the script. Please look at existing files and adhere to the existing naming convention in place for the different types of prompts
STEP 3 Build Skills - These are groups (containers) which users can be assigned to. A user can be assigned to multiple skills. Actual use of skills comes in the script where calls are queued based on defined skills – only users who have the associated skill will receive these calls. In our case we will define two skills English (ENG) and Spanish (SPN) a. In Cisco Unified CCX Administration (IPCC) open “Skills”
b. Select “Add New”
c. Give an appropriate name to the new skill (HOU_CSQName_Skill) and hit “Save”
STEP 4 Build a “Contact Service Queue” (CSQ) – You will need to build two CSQ’s – one for ENG and one for SPN. You can simply repeat steps a – d to build the second CSQ. a. In Cisco Unified CCX Administration (IPCC) open “Contact Service Queue”
b. Click on “Add New”
c. Enter a name (HOU_CSQName_Skill_CSQ) in the “Contact Service Queue” field and leave all other selections at their default values. Click “Next” when done
d. Accept the default entry, “Longest Available”, in the “Resource Selection Criteria” field and then select the appropriate skill by clicking on “Add” to the right of the “Select Required Skills” field. Change the “Minimum Competence” value to 1 and then click on “Add” at the bottom of the page to add the new CSQ.
STEP 5 Build a “Team” – A team is a folder to which a set of agents, supervisors and CSQ’s will be assigned. For example, a team called Houston_Collections would hold: All agents in the Collections department who will be taking incoming calls. A “Primary Supervisor” as well as any “Secondary Supervisors” All the CSQ’s that these users will be members of We will only create one “Team” per department a. In Cisco Unified CCX Administration open “Teams”
b. Select “Add New”
c. Give a name to the team (HOU_TeamName) and add agents, a primary supervisor and any secondary supervisor as well as appropriate CSQ’s to the team. Click “Save” when done.
STEP 6 Assign Skills to Users – This step marries agents with ‘Skills’ defined in Step 3 a. In Cisco Unified CCX Administration open “Assign Skills”
b. Select a user or a group of users and then click on “Add Skill”
c. Add the “Assigned Skills” to the user and apply the appropriate “Competence Level” (priority) using the “Competence Level” dropdown – note, this number can be from 1-10 with 10 being the highest priority (most likely to receive call). Finally, select the appropriate team by using the “Team” dropdown – all other fields can be left at their default values. Click “Update” when done.
STEP 7 Build a Script – In this step we will focus on editing an existing script and will cover the full scripting procedure in a separate document. a. In Cisco Unified CCX editor open the script and right click on the flag to edit the descriptor as shown
b. On the left hand corner of the screen is the ‘Variables’ box which contains the ‘Prompts’ and other CSQ (NEC split) related information. We will go down the list and update the values. Note, some variables are populated by the script so these do not need to be adjusted. Double click on the variable name “Hou_Brookshire_ENG_CSQ”. This is the English CSQ and we will update this with the “HOU_AustinOther_ENG_CSQ”. Change the name (keeping the naming convention), then click on the down arrow
c. Change the name of the variable in the “Edit Variable” dialog box as well and select “Apply” and “OK”
d. Click OK out of the smaller window too. Follow the same process for the next variable
e.
In the “Straight to Voicemail” (StrToVM) variable, change the value to the voicemail pilot number – this field may be different for other CSQ’s
f.
Next we need to point all the variables of type “Prompt” to point to greetings we saved in Step 2. Edit the variable as before and change the existing folder name to the new folder name – in this case HOU_AustinOther. Click “Apply” and “OK” out of both the “Edit Variable” boxes. Repeat this step for all the other variables of type “Prompt”
g. Once all the “Variables” have been updated, we are ready to update the script once more. Script will depend on actual requirement but since most of our queues will have the same format therefore we can simply make minor adjustments to the existing script. In this step we will edit the Agent Count by double clicking on it and making the necessary changes by clicking on the drop down arrow
h. Next, we edit the “Select Resources” under “English” by clicking the dropdown arrow
i.
Next, we edit the same trigger under “Spanish” by clicking the dropdown arrow – All done on this script!
STEP 8 Upload the script to IPCC – In this step you will upload the script you created in “Step 7” to the IPCC server a. In Cisco Unified CCX Administration open “Script Management”
b. Click on “Upload New Script”
c. Browse and upload the new script you just created
STEP 9 Build a Cisco Script Application – In this step you will create a Cisco Script Application on IPCC which will expose the new CSQ to Call Manager via a “Trigger” a. In Cisco Unified CCX Administration open “Application Management”
a. Click on “Add New”
b. Click “Next on this page”
c. Provide a name (HOU_CSQName), set the “Maximum Number of Sessions” to 50, the “Description” field will auto-populate and click the dropdown next to “Edit” to provide a script for the “Script” field and finally, click “Add”
d. Next, we will add a trigger which will tell Call Manager which script to route the incoming call to. Click the “Add New Trigger” option which comes up after you hit “Add” in the previous step.
e.
Select the default and hit “Next”
f.
Enter the information required and click “Add” when done. Alternately, you can click on “Show More” to auto-populate the fields
STEP 10 Edit a CTI Route Point – The CTI route point defines an incoming number – in our case, this can be the actual DNIS or the DNIS can be forwarded to this “Device/Number”. You will edit the CTI that was auto created in the previous step. a. In Cisco Unified CM Administration (Call Manager) open “CTI Route Point”
b. Edit the fields identified with appropriate values
Click on the link “Line [1] – 1990101 (no partition)” and fill out the information shown. Of course the “Directory Number” you use will be unique.
c. The only other change needed on this page is “Maximum Number of Calls” and “Busy Trigger”. Change both values to 1000 and click “Save”
CONFIGURE USER AS AN IPCC AGENT STEP 11 Associate User’s Phone Device with RMCM – This is needed to allow user to log into the agent application. a. In Cisco Unified CM Administration (Call Manager) open “Application User”
b. Type in RM in the search field and click “Find”. Click on the “rmcm” link which appears below.
c. Under “Device Information” click on “Find More Phones”
d. Change the “Find Phone Where” field to “Description” and type in the name of the user whose phone you want to add. Click the check boxes next to the phone you want to add and then click “Add Selected”
e.
Click “Save” on the “Application User” Window