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.

Note

When adding a new team at the Customer level, the NDL must have a reference set up to UCCX, via (default menus) Customer Management > Network Device Lists.

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.

Note

When choosing queue type EMAIL, you will need to fill out details for the following mandatory fields:

Email Username (accountUserId)
Email Password (accountPassword)

Note

Before creating the agent profile, you will need to define the team, resource group, and skill you wish to associate with the agent profile.
If you're creating an agent using Quick Add Subscriber, you must first create the agent profile.

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.

Note

Re-skill is available for agents, teams, and resource groups in the Admin Portal. In the Business Admin Portal, only agent re-skill is supported.

This procedure re-skills agents. To re-skill teams or resource groups, select the relevant menu item via (default menus) Subscriber Management > Contact Center.

Model Details: view/AddUccxSkillsToTeam

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
	Add Skills		Skills to add to the selected team. Team members will retain existing skills and competency levels will be updated for matching skills.	Field Name: add_skills.[n] Type: Array
		Competence Level	Agent's competency level for this skill. Default: 5	Field Name: add_skills.[n].competencelevel Type: String Default: 5 Choices: ["1", "2", "3", "4", "5", "6", "7", "8", "9", "10"]
		Skill	Skill name.	Field Name: add_skills.[n].skillName Type: String
	Remove Skills		Skills to remove from the selected team.	Field Name: remove_skills.[n] Type: Array
		Skill	Skill name.	Field Name: remove_skills.[n].skillName Type: String
Team *			Team to re-skill.	Field Name: team Type: String

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: view/AddUccxSkillsToTeam

Contact Center Management

Model Details: view/AddUccxSkillsToTeam