Posts Tagged ‘UCCX’
Today we’ll continue in our series on UCCX and specifically take a look at setting up skills-based routing to a Contact Service Queue (CSQ).
Today we begin what will be a fairly long-running and ultimately very in-depth series regarding the Unified Contact Center platforms from Cisco. To begin with, we will start with some of the basics of setting up a simple central agent-based queuing point from Cisco’s Express platform, which is their most widely deployed among small-to-medium-sized businesses. We will then continue on and go into some very advanced scripting on that Express platform, and finally we will begin to cover some of the setup and advanced pre/post routing and VXML queuing/scripting in Cisco’s Enterprise platform (UCCE paired with CVP).
Today, as the means of a good starting point, we’ll start with with an excerpt from INE’s CCIE Voice Advanced Technology Class, as it is a great overview of setting up the integration between UCCX and UCM server, as well as basic scripting for a simple ICD queue point and operation of simple agents using Cisco’s phone-based agent (we’ll explore desktop and web-based agents at a later time).
In our series on CCIE Voice Troubleshooting and issues you may encounter during your lab exam, we last looked at problems with European MGCP GWs and Mobile Connect, and today we would like to continue that series by exploring the issues that you might run into in a number of situations related to logins to the Cisco Unified Contact Center Express product.
Perhaps one day you go to login to the UCCX Administration page, and you find that the user that either you, or someone else setup -initially in CUCM and told UCCX to use as it’s administrative login- no longer works properly. You try and reset the password in CUCM (or possibly in Active Directory), and then try to login to the UCCX Administration page again, but alas, still no luck to be had. This issue could present itself in a number of situations, perhaps in self-study, during the actual lab exam, or very possibly even in a real-life scenario.
This video from our brand new Volume II lab video solutions will walk you through both the problem and quick solution to get you back into your UCCX, and able to re-link either the existing/should-work administrative user, or choose a new user for all future admin logins.