Cisco CCE

To add a new dialer,

1. Click Add.

2. Enter a Dialer Name.

3. Enter a Dialer Description.

1. Go to the Primary Database section.

2. Complete the AWDB, BAA, and HDS sections with the following details:

3. Enter a Server IP address.

4. Enter the Database Name.

5. Enter a User ID for the application to access this server.

6. Enter a Password for the above user ID.

1. Go to the Unified Config section.

2. Enter the Unified API URL - URL of Cisco UCCE outbound API that is used for campaign administration and imports.

   Note:

   The format for the API URL is https://xxx.xxx.xxx.xxx/unifiedconfig/config—this is the Cisco ICM Server IP address.

3. Enter a User ID for the application to access this Web service.

4. Enter a Password for the above user ID.

5. Click Save. On clicking the Save button after removing the credentials in this section when API campaigns are running in the system, a Warning Confirmation dialog appears with the following note:
   Cisco API campaigns are available in this system. By removing these credentials, those will not deliver any contacts to dialer. Are you sure you want to proceed?

6. Click OK in the dialog to continue. Else, click CANCEL and close the Cisco Database Group page without saving.

Go to the Diagnostic Framework section. The high-availability feature is now available on Cisco CCE servers also. Diagnostic Framework configuration defines the Primary and Secondary Cisco servers and authorizations for the application. This helps the application to identify the active server (Primary or Secondary) to deliver contacts for dialing.

If you are using the Cisco high-availability feature, configure the Diagnostic Framework details.

1. Turn the Diagnostic Framework URL switch ON.

2. Enter the Diagnostic Framework API URL - URL of Cisco UCCE side A. If active. The application delivers contacts to this URL.

   Note:

   The format for the API URL is https://<IP Address>:7890/icm-dp/rest/DiagnosticPortal/ListProcesses).

3. Enter a User ID for the application to access this Web service.

4. Enter a Password for the above user ID.

5. Click Save.

This is applicable only if you have a High Availability (or Disaster Recovery) License. Complete the following information for the Secondary servers for Primary Database, Unified Config, and Diagnostic Framework. Click Save.

It is quite possible that your application resides on one domain and the Cisco UCCE dialer on another. For your application to access the Cisco UCCE dialer (import path), authentication with domain credentials is mandatory.

Use the Domain Credential option to establish the authentication that your application requires to interact with the Cisco UCCE dialer.

1. Enter the Domain Name where the Cisco UCCE dialer resides.

2. Enter the User Name to access this domain.

3. Enter the Password for the above User Name.

4. Click Save.

   Note:

   Ensure your Domain Administrator selects the Password Never Expires checkbox while creating a domain user; or ensure updating the password for all services whenever there is a change. This avoids the application and related services going down.

Go to the Group/Skill Assignment tab once you have successfully created and saved a Dialer.

Shared Dialer

1. If you leave the Dedicated Dialer checkbox unselected, you can use this dialer as a shared dialer.

2. All the campaigns on the Cisco UCCE dialer is populated in the Available panel on the left. Select the campaigns that you want to assign to this Tenant and move them to the Associated panel on the right using the > button. To move all campaigns, use the >> button. You can de-associate selected campaigns and all campaigns using the < and the << buttons, respectively.

3. Click Save to complete the Group/Skill Assignment task.

Dedicated Dialer

1. When you select the Dedicated Dialer checkbox, all the campaigns in the Available panel are automatically moved to the Associated pane. There are no campaigns available to share.

2. Click Save to complete the Group/Skill Assignment task.