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:

   1. Enter a Server IP address.

   2. Enter the Database Name.

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

   4. 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.

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

Finesse configuration is required when saving and syncing the dialer. To configure Finesse API settings:

1. Enter the Finesse API URL.

2. Enter the User ID and Password.

3. Click Save to apply the settings.

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.

Note:

This tab is visible only when the backend configuration is set up.

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.

Note:

This tab is visible only when the backend configuration is set up.

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.

Auto Sync allows the system to synchronize data with the dialer at scheduled intervals. By default, this option is turned off.

Note:

• This tab is visible only when the backend configuration is set up.

• Before turning on Auto Sync, perform a manual sync first.

1. Activate the Auto Sync option.

2. Select the appropriate frequency type from Schedule or Interval to define how often the Auto Sync runs.

   1. Schedule: Runs the sync at a specific time of day.

   2. Interval: Runs the sync repeatedly after a set number of minutes

3. If you select Schedule, enter the Trigger Time in UTC to set the specific time (in UTC) at which the Auto Sync must execute daily.

4. If you select Interval, specify the Interval in minutes to define how frequently the sync should run, for example, every 30 minutes.

5. Click Save to apply the settings. After a successful Auto Sync, old content is removed and replaced with the newly synced data.

   Note:

   Make sure the sync completes successfully and is validated.