Contact Center Management

The Cisco Contact Center Express (CCX) feature in VOSS-4-UC allows administrators to manage Agents and related configuration from a single pane of glass.

In addition to managing these configuration elements directly, the VOSS-4-UC Day 2 features also provide seamless CCX management.

As a part of Contact Center management, VOSS-4-UC provides a number of interfaces. The associated Contact Center device models that will also be synced to the Contact Center server (CCX device) upon a data sync.

• CCX Server Management:

  • Contact Center Servers

• Day 2 Integration:

  • When a CCX device has been added to a hierarchy and Entitlement Profiles have been added that have Contact Center entitlement enabled, subscribers can be configured as Contact Center Agents.

    Further management can be carried out in VOSS-4-UC, including VOSS-4-UC Overbuild (Objects that are Moved During the Overbuild).

  • Contact Center Agent Quick Add

  • Add Subscribers (Contact Center)

• Direct Management:

  • Agents (device/uccx/Agent): see Agents.
  • Skills: these are associated with competency levels - see Skills.
  • Teams (device/uccx/Team): see Teams.
  • Resource Group (device/uccx/ResourceGroup): see Resource Groups.
  • Contact Service Queues (device/uccx/ContactServiceQueue): see Contact Service Queues.

• Agent Device association with Unified CM Application users

  Administrators can specify the agent’s controlled device via:

  • Quick Add Subscriber
  • Subscriber
  • Direct Agent management

  The device is associated with the list of Unified CM application users specified as part of the CCX server configuration.

  Care is taken to keep this association in sync when Phones and Extension Mobility profiles are deleted or replaced.

• VOSS-4-UC also provides a number of interfaces to simplify Contact Center management:

  • Agent Profiles: see Agent Profiles.

  • Re-skilling: VOSS-4-UC provides functionality so that skills and their competency levels can easily be managed in bulk (add, remove) by means of a set of side-by-side transfer boxes that are available for:

    • Agents
    • Teams
    • Resource Groups

    See: Re-skill Contact Center Agents

Agents

Agents that have been synced in or added when adding subscribers at a specific customer or site hierarchy are listed here.

The detail view of an Agent opened from the list also shows the Agent’s devices and tagged lines.

Synced agents from CCX that have not been moved to a site may show the agent to be at the Customer hierarchy level.

It is possible to manage agents directly. An agent can also be added: choose User ID from the drop down.

The following agent properties can easily be managed from a single interface:

• Alias: agent alias on the device - note there are restrictions on allowable characters in the alias.
• Type: agent type: Agent or Supervisor
• Team: agents who are not assigned to a specific team, belong to the Default team.
• Resource Group: not mandatory; groups can be created
• Automatically Available: A check box enabled by default. If enabled, the agent is automatically in an available or ready state after finishing a call and disconnecting.
• Skills: not mandatory; skills can be defined.
• Controlled Device: select the agent’s device type: either Extension Mobility or Phone. If Phone is selected, the phone needs to be selected from Phone Name.

Teams

Contact Center Agent Team names, their primary and secondary supervisors, team members and team availability to Contact Service Queues can be defined and managed by a a set of side-by-side transfer boxes on the user interface.

It is possible to manage Teams at a customer level. When creating a new team at the customer level, the user must select a Network Device List.

Resource Groups

A list of Resource Groups can be defined that will comprise of one or more Agent Profiles. When creating these directly in VOSS-4-UC, they should therefore be defined before Agent Profiles are created.

When the Agent Profiles are created or maintained, the Resource Groups are referenced.

Also, when a Contact Service Queue can be configured to use Resource Groups.

Skills

A list of skills can be defined and competency levels are assigned to a selected skill when it is applied to an Agent, Agent Profile or a Skill Group in a Contact Service Queue.

Contact Service Queues

Incoming contact center calls are placed in the queue and sent to a specific agent in accordance with the specific queue configuration.

The Contact Service Queues (CSQs) interface allows for the properties of the configuration to be defined, for example associating Resource Groups or Skills.

If Voice, Chat and Email types of Contact Service Queues exist on CCX, data from these are included when a Contact Center server is imported. The queue types can then be managed.

Note

When a Queue Type is EMAIL, then the Email Username (accountUserId) and Email Password (accountPassword) fields are exposed on the input form and are mandatory.

Agent Profiles

An Agent Profile comprises of a:

• Team
• Resource Group: profiles can be grouped together as Resource Groups.
• Skill

These should therefore be defined before creating an Agent Profile.

Note

Agent Profiles should be created before creating an Agent using Quick Add Subscriber.

Re-skill Contact Center Agents

As a part of Contact Center agent management, re-skill menu items are available with access to user interface controls such as side-by-side transfer boxes or drop down lists.

These controls provide functionality to easily re-skill a selected number of contact center agents:

• By Agent: for selected skills and their selected competency levels, these can be added or removed for one or more agents.
• By Team: for a selected team, skills and their selected competency levels can be added or removed - thereby updating the team skills. (not for Business Admin Portal)
• By Resource Group: for a selected resource group, skills and their selected competency levels can be added or removed - thereby updating the resource group. (not for Business Admin Portal)

Example Setup Journey

1. Configure Unified CM and CCX server integration (this is done directly on the UC apps).

2. Create a new CCX server at the relevant customer hierarchy level:

   1. Use CCX admin user credentials
   2. Pick the list of Unified CM application users to be used for agent device association.

3. Update the Network Device List (NDL):

   1. The relevant Unified CM and CCX servers must be referenced in the NDL.
   2. This NDL must be set for each site hierarchy where agents will be managed.

4. Sync the existing configuration from the CCX server.

   This can be done either directly from the CCX server page or via the Data Sync menu.

5. Create Agent Profiles under the Contact Center menu (usually under Subscriber Management).

6. Create a new Agent:

   1. Using Quick Add Subscriber
   2. Using Subscriber feature
   3. Directly using the Agent feature under the Contact Center menu (usually under Subscriber Management).