How to Set Up a Contact Center Server¶
Procedure¶
- Log in as provider administrator at the customer hierarchy.
- Choose Services > Contact Center > Servers menu to add a Contact Center server.
- Click on Add button to add a new Contact Center server, complete the fields, and click Save to save the Contact Center server.
| Field | Description |
|---|---|
| Contact Center Server Name | Unique server name. This field is mandatory. |
| Description | Server description. |
| Cisco Unified Communications Manager | The Cluster you want to use for Contact Center Server. This field is mandatory. |
| Transfer Conference Pattern | Transfer conference pattern used when transferring calls between agents. This field is mandatory. |
| Network VRU | Pattern used to route calls to a CVP. This field is mandatory. |
| SIP Trunks | This field is mandatory. See fields below: |
| Trunk Destination Type | CVP or CUBE (ENT) or CUSP SIP Trunk. This field is mandatory. Note: Both CVP and CUBE (ENT) trunks must be added for this Contact Center Server to be added successfully. |
| Trunk Destination Address | The destination address of the CVP or CUBE (ENT) or CUSP SIP Trunk. This field is mandatory. Multiple destination addresses & ports can be added for each trunk type. |
| Trunk Destination Port | The destination port of the CVP or CUBE (ENT) or CUSP SIP Trunk, if no value provided system takes 5060 as default. |
| Trunk Security Profile | The SIP trunk Security Profile that needs to be used by each trunk. This field is mandatory. |
| SIP Profile | The SIP trunk profile that needs to be used by each trunk. This field is mandatory. |
For 500/1000/4000/12K/SCC - You must provide information for a CVP and a CUBE (ENT) SIP Trunk. For Small Contact Center, both the CVP and CUBE (ENT) trunks should have the same IP address with a different Trunk Security Profile selected in the Trunk Security Profile drop-down for each trunk.
For CUSP - You must provide information for a CUSP SIP Trunk. Only one trunk type can be added.
Note
For CUSP, use only one SIP trunk. For CVP or CUBE (ENT), use two SIP trunks.
- Device Pool will create automatically as a part of Contact Center server with the name “Cu<CUSTOMER_ID>-CC<CC_SERVER_ID>-DP” with the default Call Manager Group & Region.
- Call Manager Group & Region can be changed in the Cisco Unified Communications Manager as desired.
- Two application users creates with names pguser & pguser2 - both are created with default password “cisco”.
Note
- Planning to change the pguser & pguser2 names to tie with the Customer ID in future releases.
- For all the phone line CSS of a site, add Cu<CUSTOMER_ID>-CC<CC_SERVER_ID>-Xfer4CCServer-PT to the Class of Service member list as a partition with the next available index.
- The admin needs to add Default Region as related regions for each site region created for a site.
- Reset the trunk by clicking the Reset button in the Trunk page after updating the SIP profile.
