VOSS Automate provides Day 2 management support for Cisco Unified Contact Center Express (UCCX), and allows administrators to manage and configure agents from a single pane of glass.

A data sync in VOSS Automate allows Contact Center device models in VOSS Automate to sync to the UCCX server:

You can view a list of Contact Center agents that have been synced in, or agents added when adding subscribers at a customer or site, via (default menus) Subscriber Management > Contact Center > Agents.

To add a new Contact Center agent, from the list view click the Plus (+) icon, then on the Agents / New Record page, choose an agent by their user ID from the User ID drop-down.

To view or update an existing Contact Center agent, click on an agent in the list to view the agent's devices and tagged lines or to update the agent. You can manage the following agent properties:

Field	Description
Alias	The agent alias on the device. Note that there are restrictions on allowable characters in the alias.
Type	The agent type, either Agent or Supervisor.
Team	Agents who are not assigned to a specific team are assigned to the Default team.
Resource Group	Optional. Choose a resource group.
Automatic Available	Enabled by default. Defines whether the agent is automatically in an 'available' or 'ready' state after finishing a call and disconnecting.
Skills	Optional. Click the Plus icon to add skills.
Controlled Device	Click the Plus icon to add a device type, either Phone or Extension Mobility. When choosing Phone, you will need to choose the phone name.

On the Teams page (default menus, Subscriber Management > Contact Center > Agents) you can view a list of Contact Center agent team names, their primary and secondary supervisors, team members, and team availability. From the list view you can add and manage Contact Service Queues.

Contact Center resource groups comprise one or more agent profiles. If you're creating resource groups directly in VOSS Automate, you will need to create the resource groups before creating the agent profiles. When creating the agent profiles, you reference the resource group where you want to add the agent profile. Contact service queues can be configured to use resource groups.

To view and manage resource groups for Contact Center agents, go to (default menus) Subscriber Management > Contact Center > Resource Groups.

VOSS Automate allows you to define skills and to assign competency levels to agents with these skills when associating a skill with an agent, agent profile, or skill group in a Contact Service Queue.

To view and manage skills for Contact Center agents, go to (default menus) Subscriber Management > Contact Center > Skills.

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

To view and manage contact service queues, go to (default menus) Subscriber Management > Contact Center > Contact Service Queues.

In the Contact Service Queues list view you can view, add, and update contact service queues. For example, you can associate a contact service queue with a resource group or skills.

If voice, chat, and email Contact Service Queues exist on UCCX, their data is included when a Contact Center server is imported to VOSS Automate, and you can manage the queues in VOSS Automate.

To view and manage agent profiles, go to (default menus) Subscriber Management > Contact Center > Agent Profiles.

Re-skilling Contact Center agents involves editing an agent's skills to either add new skills or remove existing skills previously assigned to the agent. You can re-skill one or more agents at a time.

Model Details: device/uccx/ContactServiceQueue

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
Queue Details					Group Assigned by FDP	Field Name: Queue Details Type: Object
	Name *				Enter a meaningful name that is concise, yet easy to recognize (for example, Language Experts).	Field Name: Queue Details.name Type: String
	Queue Type				Agents in this CSQ can handle inbound and outbound voice calls, chats and email	Field Name: Queue Details.queueType Type: String Choices: ["CHAT", "EMAIL", "VOICE"]
	Queue Algorithm				Display only. Displays the criteria used for queuing the contacts. For example, First In, First Out.	Field Name: Queue Details.queueAlgorithm Type: String
	Routing Type					Field Name: Queue Details.routingType Type: String
	Email Username				The email address to which emails are sent or retrieved.	Field Name: Queue Details.accountUserId Type: String
	Email Password				Password for email account.	Field Name: Queue Details.accountPassword Type: String Is Password: True
	Polling Interval (Seconds)				Frequency in seconds to fetch emails from the server. Default value = 600, Range = 10 to 86400. Default: 600	Field Name: Queue Details.pollingInterval Type: Integer Default: 600
	Inbox Folder Name				The folder from which emails will be fetched and queued for the Contact Service Queue. Default value = Inbox folder of the selected mail server type. Default: Inbox	Field Name: Queue Details.folderName Type: String Default: Inbox
	Snapshot Age (Minutes)				Specify the time in minutes from when the emails are to be fetched. Default value = 120, Range = 10 to 43200. For example, if you specify 120 minutes, this field fetches the emails from the last two hours. Default: 120	Field Name: Queue Details.snapshotAge Type: Integer Default: 120
	Automatic Work				Determines whether agents handling calls that are routed through this CSQ automatically enter the Work state when a call ends.	Field Name: Queue Details.autoWork Type: Boolean
	Service Level				The target maximum number of seconds a call is queued before it is connected to an agent. Default: 5	Field Name: Queue Details.serviceLevel Type: Integer Default: 5
	Service Level Percentage				The target goal for percentage of contacts that meet the service level. For example, a call center that has a service level of 20 and a service level percentage of 80 percent has a goal of answering 80 percent of its calls within 20 seconds. Default: 70	Field Name: Queue Details.serviceLevelPercentage Type: Integer Default: 70
	Wrap up Time				Determines the length of the Work state for this CSQ when a call ends. Value of 0 means disabled.	Field Name: Queue Details.wrapupTime Type: Integer
	Resource Pool Type				To create a skills-based or resource group-based CSQ. Default: Resource Skills	Field Name: Queue Details.resourcePoolType Type: String Default: Resource Skills Choices: ["Resource Skills", "Resource Group"]
	Resource Group Settings					Field Name: resourceGroup Type: Object
		Resource Group				Field Name: Queue Details.resourceGroup.resourceGroupName Type: String Target: device/uccx/ResourceGroup Target attr: name Format: uri
		Selection Criteria			Default: Longest Available	Field Name: Queue Details.resourceGroup.selectionCriteria Type: String Default: Longest Available Choices: ["Longest Available", "Linear", "Circular", "Most Handled Contacts", "Shortest Average Handle Time"]
			Agents			Field Name: agents.[n] Type: Array
	Skill Group					Field Name: skillGroup Type: Object
		Selection Criteria			Longest Available - Selects the agent who has been in the Available state for the longest amount of time. Most Handled Contacts - Selects the agent who has handled the most calls. Shortest Average Handle Time - Selects the agent who generally spends the least amount of time talking to customers. Most Skilled - Used for expert agent call distribution. Selects the agent with the highest total competency level. The total competency level is determined by adding the agent's competency levels for each of their assigned skills that are also assigned to the CSQ. Example 1: If Agent1 is assigned Skill1(5), Skill2(6), and Skill3(7) and CSQ1 specifies Skill1(min=1) and Skill3(min=1), the total competency level for Agent1 for CSQ1 is 12. Example 2: If Agent1 is assigned Skill1(5) and Skill2(6) and Skill3(7) and CSQ1 specifies Skill1(min=1), only, the total competency level for Agent1 for CSQ1 is 5. Least Skilled - Used for expert agent call distribution. Selects the agent with the lowest total competency level. The total competency level is determined by adding the agent’s competency level in each assigned skill. Most Skilled by Weight - Used for expert agent call distribution. Selects the agent with the highest total competency level multiplied by the skill’s associated weight. Least Skilled by Weight - Used for expert agent call distribution. Selects the agent with the lowest total competency level multiplied by the skill’s associated weight. Most Skilled by Order - Used for expert agent call distribution. Selects the agent with the highest total competency level in the ordered list. Least Skilled by Order - Used for expert agent call distribution. Selects the agent with the lowest total competency level in the ordered list. Default: Longest Available	Field Name: Queue Details.skillGroup.selectionCriteria Type: String Default: Longest Available Choices: ["Longest Available", "Most Handled Contacts", "Shortest Average Handle Time", "Most Skilled", "Least Skilled", "Most Skilled by Weight", "Least Skilled by Weight", "Most Skilled by Order", "Least Skilled by Order"]
			Skills			Field Name: skills.[n] Type: Array
				Minimum Competence Level	Default: 5	Field Name: Queue Details.skillGroup.skills.[n].competencelevel Type: Integer Default: 5 Choices: ["1", "2", "3", "4", "5", "6", "7", "8", "9", "10"]
				Weight	Default: 1	Field Name: Queue Details.skillGroup.skills.[n].weight Type: String Default: 1
				Skill		Field Name: Queue Details.skillGroup.skills.[n].skillName Type: String Target: device/uccx/Skill Target attr: name Format: uri

UCCX server management	Contact Center Servers
Day 2 integration	Add a UCCX device to a hierarchy, add entitlement profiles, then configure subscribers as Contact Center agents. Additional management can be performed in VOSS Automate, including overbuild. See Objects that are Moved During the Overbuild Contact Center Agent Quick Add Add Subscribers (Contact Center)
Direct management	Agents (`device/uccx/Agent`) Skills (associated with competency levels) Teams (`device/uccx/Team`) Resource Groups (`device/uccx/ResourceGroup`) Contact Service Queues (`device/uccx/ContactServiceQueue`)
Associate agent devices association with CUCM users	Admins can specify the agent's controlled device via: Quick Add Subscriber Subscriber Direct Agent management The agent device is associated with the list of CUCM application users specified as part of the UCCX server configuration. The association is kept sync when phones and extension mobility profiles are deleted or replaced.
VOSS Automate management interfaces for UCCX	Manage agent profiles (see Agent Profiles) Re-skilling (see: Re-skill Contact Center Agents) Bulk manage (add, remove) agent skills and competencies via side-by-side transfer boxes for the following: Agents Teams Resource groups

Model: device/uccx/ContactServiceQueue

Contact Center Management

Model Details: device/uccx/ContactServiceQueue