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Cisco CCX
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Cisco CCX
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Users can configure multiple dialers on every Cisco UCCX application. These campaigns on these dialers can be shared across tenants.
For example, if there are 10 campaigns on your configured Cisco UCCX dialer, you can choose to associate five of these campaigns to this Tenant. The same Cisco UCCX dialer can be configured for another tenant where the remaining five campaigns are available to associate to the second tenant.
Note:
This sharing is not applicable if you are using a non-tenanted model.
In the System Menu, click Dialer Configuration to open the Dialer Configuration page. The Dialer Configuration page lists all the dialers configured for this Cisco UCCX instance, with the following details:
Name: The name of configured dialer.
Description: The configured dialer description.
Activate: A toggle switch that can be turned ON to Activate / OFF to deactivate.
Dialer Actions: This button panel can be expanded to perform one of the following tasks:
Edit: Make changes to the dialer details that you have configured.
Delete: Delete this dialer from the list of dialers configured.
Agent Sync: Synchronize the logged in agents to this dialer. This sync process helps update the latest Skill and other information related to the logged-in agents to the Cisco UCCX database.
Dedicated Sync: Synchronize the dedicated dialer. If this dialer is configured as a dedicated dialer for a tenant, all the Cisco UCCX campaigns on the Cisco UCCX server are synchronized to the Cisco CCX application as Campaign groups.
Note:
Synchronizing downloads all the campaigns on the Cisco UCCX instance as campaign groups on the Campaign Manager for the Cisco UCCX application. These campaign groups are prefixed with the dialer name. For example, UCCXCollections_<CampaignGroupName>. This prefixing applies to all the dialer agents also. In the agents case, the agent looks like UCCXCollections_<AgentName>.
Add a Dialer
To add a new dialer, click Add. Enter the following details in the Primary section:
Cisco UCCX Web API Credentials
Enter the URL for the U-Nexsys application to access the Cisco CCX web API. This is the Web API URL that the Cisco UCCX application has to access. This API allows users to access the Campaigns on Cisco UCCX and sync them to the Campaign Manager application.
Enter a User Name. This is the user name for Cisco UCCX to access the Cisco UCCX Web API.
Enter a Password to authenticate the above user. This is the password to authenticate the Cisco UCCX Web user.
Finesse Web API Credentials
Enter the URL for the Cisco UCCX application to access the Finesse web API. This is the Finesse Web API URL that Cisco UCCX application has to access. This API fetches Contact Center agents (to deliver dialed calls) with skills mapped to the Campaigns on Cisco UCCX and synchronizes them to the Campaign Manager application.
Enter a User Name. This is the user name for Cisco UCCX to access the Finesse Web API.
Enter a Password to authenticate the above user. This is the password to authenticate the Finesse Web user.
Note:
When administrators hand over URLs and credentials for agents to login, make sure that you provide the URL with the proper Finesse URL as configured here, and not in any other format.
ODBC DSN
Enter the ODBC DSN Name. This is the DSN Name to connect with the Informix database. The Informix database contains the result of the contacts after dialing. These results stored in the Informix database are fetched by the Cisco UCCX for further processing like reschedule, close, etc., and also for reporting purposes.
After completing Cisco UCCX Web API Credentials, Finesse Web API Credentials, and ODBC DSN, enter the details for the same items in the Secondary section.
Click Save to save the details. The dialer details are now listed in the Dialer Configuration listing page.
Note:
You cannot duplicate a Cisco UCCX dialer (even if with a different dialer name) on the same instance of the Cisco CCX application.
Open the dialer from the Dialer Configuration listing page. From the Dialer Actions panel, select Edit to edit the dialer configuration.
Group/Skill Assignment
Go to the Group/Skill Assignment tab after creating a Dialer.
If you leave the Dedicated Dialer checkbox unselected, you can use this dialer as a shared dialer.
All the campaigns on the Cisco UCCX dialer are 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.
Click Save.
If you decide to use this as a Dedicated Dialer, select the checkbox.
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.
Click Save to complete the Group/Skill Assignment task.
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