Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Administrator's Guide
Chapter 4 Provisioning Cisco Unified CCX
Configuring Unified CM for Unified CCX
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Cisco Customer Response Solutions Administration Guide, Release 6.0(1)
Guidelines for Configuring Agent Phones
Follow these guidelines when configuring agent phones for Unified CCX agents:
•
Choose Device > Phone in the Unified CM Administration. The Find and List
Phones window displays. Enter search criteria to locate a specific phone and
click Find. A list of phones that match the search criteria displays. Click the
device name of the phone to which you want to add a directory number. The
Phone Configuration window displays. In the Unified CM Phone
Configuration web page, select the required Base Phone line (on the left) to
get to the Administration Directory Number Configuration web page. In this
page, make the following changes:
Phones window displays. Enter search criteria to locate a specific phone and
click Find. A list of phones that match the search criteria displays. Click the
device name of the phone to which you want to add a directory number. The
Phone Configuration window displays. In the Unified CM Phone
Configuration web page, select the required Base Phone line (on the left) to
get to the Administration Directory Number Configuration web page. In this
page, make the following changes:
–
In the Multiple Call / Call Waiting Settings section, set the Max Number
of Calls to 2 (default is 4) in the Multiple Call settings.
of Calls to 2 (default is 4) in the Multiple Call settings.
–
In the Multiple Call / Call Waiting Settings section, set the Call Waiting
to 1 (default is 2) in the Busy Trigger settings.
to 1 (default is 2) in the Busy Trigger settings.
–
In the Call Forward and Call Pickup Settings section, verify that you do
not forward any Unified CM device to the Unified CCX extension of an
agent.
not forward any Unified CM device to the Unified CCX extension of an
agent.
–
In the Call Forward and Call Pickup Settings section, verify that you do
not configure the Unified CCX extension of an agent to forward to a
Cisco CRS route point.
not configure the Unified CCX extension of an agent to forward to a
Cisco CRS route point.
•
Always disable SRTP (off) when configuring a Cisco IP Phone. You can
disable SRTP for a specified device or for the entire Unified CM cluster:
disable SRTP for a specified device or for the entire Unified CM cluster:
–
For a specified device: select the non-secure device profile option on the
device configuration page to turn off the SRTP on the phone device.
device configuration page to turn off the SRTP on the phone device.
–
For the entire Unified CM cluster: Choose System > Device Parameters
in the Unified CM Administration. In the Securities Parameters section,
verify that the corresponding value for the Cluster Security Mode field is
0. This parameter indicates the security mode of the cluster. A value of 0
indicates that phones will register in non-secure mode (no security).
in the Unified CM Administration. In the Securities Parameters section,
verify that the corresponding value for the Cluster Security Mode field is
0. This parameter indicates the security mode of the cluster. A value of 0
indicates that phones will register in non-secure mode (no security).
•
Do not use characters other than the numerals 0 - 9 in the Unified CCX
extension of an agent.
extension of an agent.
•
Do not configure two lines on an agent’s phone with the same extension when
both lines exist in different partitions.
both lines exist in different partitions.
•
Do not assign an Unified CCX extension to multiple devices.