Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide
Autoconfiguration between Unified CCX and Unified ICME
Autoconfiguration is a feature of the Contact Center Gateway that minimizes the need to perform
redundant configuration tasks on the Unified CCX child and the Unified ICME parent.
redundant configuration tasks on the Unified CCX child and the Unified ICME parent.
The following table shows the elements of Unified CCX that automatically get configured in
Unified ICME. You make the configuration changes on the Unified CCX Administration user
interface.
Unified ICME. You make the configuration changes on the Unified CCX Administration user
interface.
Table 3: Autoconfiguration
Unified ICME
Unified CCX
Agent. Note that the agent extension goes to the Station
field of the Peripheral Monitor Table.
field of the Peripheral Monitor Table.
Resource
Skill Group
CSQ
Service
Application
Routing Device, Peripheral Monitor Table
Route Point (Trigger)
Agents are added and extensions are assigned to them in Unified CM Administration. In Unified
CCX agents are called resources. This agent information is automatically sent to Unified ICME
by the IPCC Express Gateway. You assign resource groups and skills to agents using the Unified
CCX Administration web interface. See the Cisco Unified Contact Center Express Administration
Guide.
CCX agents are called resources. This agent information is automatically sent to Unified ICME
by the IPCC Express Gateway. You assign resource groups and skills to agents using the Unified
CCX Administration web interface. See the Cisco Unified Contact Center Express Administration
Guide.
Note: For additional information, see
.
Autoconfiguration Example of CSQ/Skill Group
For example, when you configure a Contact Service Queue (CSQ) on Unified CCX, the data is
sent by the IPCC Express Gateway to Unified ICME, where it is automatically configured as a
Skill Group.
sent by the IPCC Express Gateway to Unified ICME, where it is automatically configured as a
Skill Group.
To enter a Unified CCX CSQ, complete the following steps:
1. From the Unified CCX Administration menu bar, choose Subsystems > RmCm.
The Unified CCX Configuration web page opens, displaying the RM JTAPI Provider area.
2. On the Unified CCX Configuration navigation bar, click the Contact Service Queues
hyperlink.
The Contact Service Queues summary web page opens. Enter information in the fields
and additional windows as described in the Cisco Unified Contact Center Express
Administration Guide.
and additional windows as described in the Cisco Unified Contact Center Express
Administration Guide.
3. When all steps in the procedure are complete, click Add. The new CSQ displays and all
agents belonging to the resource group or skill group selected are now a part of this CSQ.
Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE/SCCE/CCX Enterprise Releases 7.5(1) and Express Release 7.0(1)
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Chapter 3: Deploying Contact Center Gateway with Cisco Unified Contact Center Express
Installation and Configuration Checklist