[Index]
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The Cisco Contact Center Express (CCX) feature in VOSS Automate allows administrators to manage Agents and related configuration from a single pane of glass.
In addition to managing these configuration elements directly, the VOSS Automate Day 2 features also provide seamless CCX management.
As a part of Contact Center management, VOSS Automate 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:
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 Automate, including VOSS Automate Overbuild (Objects that are Moved During the Overbuild).
Contact Center Agent Quick Add
Add Subscribers (Contact Center)
Direct Management:
Agent Device association with Unified CM Application users
Administrators can specify the agent's controlled device via:
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 Automate also provides a number of interfaces to simplify Contact Center management:
Agent Profiles: see Agent Profiles.
Re-skilling: VOSS Automate 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:
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:
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 Automate, 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:
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:
Example Setup Journey
Configure Unified CM and CCX server integration (this is done directly on the UC apps).
Create a new CCX server at the relevant customer hierarchy level:
Update the Network Device List (NDL):
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.
Create Agent Profiles under the Contact Center menu (usually under Subscriber Management).
Create a new Agent:
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