Model: device/uccx/Skill

Contact Center Management

CISCO

Overview

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:

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 a Subscriber (Contact Center)
Direct management:
- Agents (device/uccx/Agent)
- Skills (associated with competency levels)
- Teams (device/uccx/Team)
- Contact Center Resource Groups (device/uccx/ResourceGroup)
- Contact Center 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

Agents

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.

Note

Agents synced from UCCX but not yet moved to a site may be listed as located at the customer hierarchy.

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.

Teams

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.
Agents displayed in the Available list are agents that are currently not assigned to any other team, and may be assigned to the team you're working with. An agent can only be assigned to one team at a time.

Contact Center Resource Groups

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.

Skills

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.

Contact Center Service Queues

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.

VOSS Automate supports the following queue types:

Chat
Email
Voice

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)

Agent Profiles

Each agent profile specifies:

Team
Resource group (agent profiles can be grouped together as resource groups)
Skill

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-skill Agents

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.

To re-skill agents:

In the Admin Portal, select the relevant customer from the organization picker.
Go to (default menus) Subscriber Management > Contact Center > Re-skill Agents to open the Re-skill Agents page.
On the Re-skill Agents page, choose the agents you wish to re-skill (one or more). Select agents in the Available field then click the right-pointing arrow to move the agent (or agents) to the Selected field, then:
- To add new skills, click the Plus (+) icon at Add Skills, choose a skill, and select a competency level. Repeat this step to add additional skills.
- To remove existing skills, click the Plus (+) icon at Remove Skills, and select the relevant skill from the Skill drop-down. Repeat this step to remove additional skills.
Click Save.
On the Agents page, click on an agent you re-skilled to verify that their new skills are added and their removed skills no longer display.

Example Setup Workflow for Contact Center

This section describes an example workflow for configuring Contact Center:

On the UC apps, configure CUCM and UCCX server integration (this is done directly on the UC apps).
At the relevant Customer level in the hierarchy, add a new UCCX server.
1. Use UCCX admin user credentials.
2. Select the list of CUCM application users to be used for agent device association.
Update the Network Device List (NDL):
1. Reference the relevant CUCM and UCCX servers in the NDL.
2. Set this NDL for each site where agents will be managed.
Sync the existing configuration from the UCCX server, either directly from the UCCX server page, or via the Data Sync menu.
Create agent profiles. To do this, go to (default menus) Subscriber Management > Contact Center > Agent Profiles.
Create a new agent. There are three options:
- Using Quick Add Subscriber, via (default menus) Cisco Subscriber Management > Quick Add Subscriber.
- Using Subscriber management functionality, via (default menus) Cisco Subscriber Management > Subscribers.
- Or add the agent directly, via (default menus) Cisco Subscriber Management > Contact Center > Agents.

Model Details: device/uccx/Skill

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
Skill ID																																			Field Name: id Type: String
Skill Name *																																			Field Name: name Type: String