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.

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.

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.

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.

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.

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.

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:

Model Details: relation/UccxAgent

An asterisk * in the title indicates the field is mandatory.
If a field has a default value, it is shown in the Description column.
If the field type is an array, the Field Name has a .[n] suffix, where n is the array index placeholder.
Object and array field names are listed to provide context. If a field belongs to an object or an array, the full field name is shown in dot separated notation.

Title				Description	Details
Agent Settings				Group Assigned by FDP	Field Name: Agent Settings Type: Object
	User ID			User ID of this Agent.	Field Name: Agent Settings.userID Type: String
	First Name			First name of this Agent.	Field Name: Agent Settings.firstName Type: String
	Last Name			Last name of this Agent.	Field Name: Agent Settings.lastName Type: String
	Extension			IPCC extension of this Agent.	Field Name: Agent Settings.extension Type: String
	Alias			Alias for this Agent.	Field Name: Agent Settings.alias Type: String Pattern: \|[^`~@#!$%\^&\\-_\+=\{\}\[\]\\|\\/:;'\?"\.,<>]{1,31}\|[^`~@#!$%\^&\\-_\+=\{\}\[\]\\|\\/:;'\?"\.,<>]{1,1}[^`~@#!$%\^&\\+=\{\}\[\]\\|\\/:;'\?",<>]{1,29}[^`~@#!$%\^&\\-_\+=\{\}\[\]\\|\\/:;'\?"\.,<>]{1,1}
	Type			User type i.e. either an Agent or Supervisor.	Field Name: Agent Settings.type Type: String Choices: ["Agent", "Supervisor"]
	Team			The team this Agent is assigned to.	Field Name: Agent Settings.teamName Type: String Target: device/uccx/Team Target attr: name Format: uri
	Resource Group			Resource group this Agent belongs to.	Field Name: Agent Settings.resourceGroupName Type: String Target: device/uccx/ResourceGroup Target attr: name Format: uri
	Automatic Available			Is this Agent automatically available.	Field Name: Agent Settings.autoAvailable Type: Boolean
		Skills		Skills that this Agent has.	Field Name: skills.[n] Type: Array
			Competence Level	Agent's competency level for this skill. Default: 5	Field Name: Agent Settings.skills.[n].competencelevel Type: Integer Default: 5 Choices: ["1", "2", "3", "4", "5", "6", "7", "8", "9", "10"]
			Skill	Skill name.	Field Name: Agent Settings.skills.[n].skillName Type: String Target: device/uccx/Skill Target attr: name Format: uri
		Controlled Device			Field Name: Device.[n] Type: Array Cardinality: [0..1]
			Device Type	Default: Phone	Field Name: Agent Settings.Device.[n].device_type Type: String Default: Phone Choices: ["Phone", "Extension Mobility"]
			Phone Name		Field Name: Agent Settings.Device.[n].phone_name Type: String
			Profile Name		Field Name: Agent Settings.Device.[n].profile_name Type: String

Model: relation/UccxAgent

Contact Center Management

Model Details: relation/UccxAgent