Contact Center#
Overview#
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 Automate allows Contact Center device models in Automate to sync to the UCCX server:
UCCX server management:
Day 2 integration:
Add a UCCX device to a hierarchy, add entitlement profiles, then configure users as Contact Center agents. Additional management can be performed in Automate, including overbuild. See Objects moved during the overbuild
Add a user (Contact Center)
Direct management:
Associate agent devices association with CUCM users:
Admins can specify the agent’s controlled device via:
Quick Add User
Users
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.
Automate management interfaces for UCCX:
Manage agent profiles (see Agent profiles)
Re-skilling (see: Re-skill 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 users at a customer or site, via the Agents page.
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 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 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 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 the Resource Groups page.
Skills#
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 the Skills page.
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 the Contact Service Queues page.
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.
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 Automate, and you can manage the queues in 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 User, you must first create the agent profile.
To view and manage agent profiles, go to the 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 Contact Center.
To re-skill agents:
In the Admin Portal, select the relevant customer from the organization picker.
Go to 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.
Use UCCX admin user credentials.
Select the list of CUCM application users to be used for agent device association.
Update the Network Device List (NDL):
Reference the relevant CUCM and UCCX servers in the NDL.
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 Agent Profiles.
Create a new - either add the agent directly via the Agents page, or use Quick Add User.
Provision a Contact Center agent#
This procedure provisions a user as a Contact Center agent.
Pre-requisites:
The user you wish to provision as a Contact Center agent must be assigned an entitlement profile that has Contact Center service enabled.
Perform these steps:
In the Admin Portal, go to Users.
From the Users list, click on the user to be provisioned as a Contact Center agent.
On the user’s management page, select the Contact Center tab.
Note
This tab is visible only if the user is assigned an entitlement profile with Contact Center service enabled.
Provision the user as a Contact Center agent.