Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Quick Setup Guide

An agent can participate in two types of routing:

CSQ is an application program that places incoming calls in a queue and distributes them to the 
appropriate set of agents as the agents become available. Each CSQ controls incoming Unified CCX 
calls and determines where an incoming call is placed in the queue and to which agent the call is 
sent. Each CSQ selects resources from an associated resource pool that you define. 

When an agent becomes available to take a call, the system chooses a queued call from one of the 
CSQs whose resource pool includes the agent, and routes that call to that agent.

Agent-based routing provides the ability to send a call to a specific agent, rather than any agent 
available in a CSQ. This type of routing does not support queuing.

To configure your agent desktop for Unified CCX, do the following tasks in the given order.

Assign Unified 
CCX 
extensions for 
users who are 
Unified CCX 
agents.

To enable Unified CCX to 
communicate with Unified CM, you 
first need to assign extensions for 
these agents.

If you delete a Cisco CRS user with 
Administrative rights from Unified 
CM, the user will not be able to log 
into the Cisco CRS administration web 
interface.

From the Unified CM Administration 
menu bar, choose User > Add a New 
User. Then select Back to User List and 
choose the user from the list. Select the 
Device Association hyperlink and check 
the Enable CTI Applications box. Be 
sure to click Update to apply the 
changes.

The Configuring 
Unified CM for 
Unified CCX 
section in the 
Cisco Customer 
Response 
Solutions 
Administration 
Guide.

Provision the 
RM JTAPI 
provider.

The Resource Manager (RM) of the 
Unified CCX system is a component of 
the Unified CCX subsystem. It uses a 
Unified CM JTAPI user (called a 
JTAPI provider) to monitor agent 
phones, control agent states, and route 
and queue calls. When you use Cisco 
CRS to configure a RM JTAPI 
provider, Cisco CRS automatically 
adds the information in Unified CM.

For every agent/resource created in 
Unified CM, make sure that the agent 
extension is also associated with an 
RM JTAPI provider. You do this from 
the Unified CM User Page for the RM 
JTAPI provider. In other words, even 
though you create the RM JTAPI User 
in Cisco CRS Administration, you still 
need to use the Unified CM interface 
to associate the RM JTAPI User with 
an agent extension.

From the Cisco CRS administration web 
page menu bar, select Subsystems > 
RmCm. Then specify the RM JTAPI 
provider(s), User ID, and 
Password/Confirm Password fields and 
choose Update to apply the changes. 
Enter the Unified CM User ID and 
Password and click Logon.

The Provisioning 
the RM JTAPI 
provider section in 
the Cisco 
Customer 
Response 
Solutions 
Administration 
Guide.