IP Phone Agent & One Button Login

        Certain Contact Centers utilizing UCCX will be running/utilizing the Standard version rather than the Enhanced or Premium versions because it makes sense from a feature and cost perspective. Other Contact Centers have no real need for the Agent Desktop and find it as another application that they have to worry about.

        For certain scenarios it makes sense to utilize IP Phone Agent (IPPA), and if IPPA makes sense then One Button Login may make sense as well. Here are the steps to configure both:

IP Phone Agent:

1. Make sure that you have your users/agents created, assigned the correct roles/skills and associated in both CUCM and UCCX.
2. In CUCM select Device > Device Settings > Phone Services
3. Select "Add New"
4. IP Phone Agent Configurations:
1. Service Name - IP Phone Agent
2. ASCII Service Name - IP Phone Agent
3. Service Description - Cisco IP Phone Agent
4. Service URL - http://<UCCX IP Addr>:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp
1. Note: Port 6293 is the Tomcat web server port
5. Check Enable (or Enterprise Subscription if ALL users are agents)
6. Click Save
5. Go to Device > Phone and search for the Agent's phone
6. In the "Related Links" drop down menu in the top right corner, select "Subscriber/Unsubscribe Services"
7. Select IP Phone Agent and click Subscribe
8. The phone should reset on its own after clicking Save

One Button Login:

1. Make sure that you have your users/agents created, assigned the correct roles/skills and associated in both CUCM and UCCX.
2. In CUCM select Device > Device Settings > Phone Services
3. Select "Add New"
4. One Button Login Configurations:
1. Service Name - IP Phone Agent
2. ASCII Service Name - IP Phone Agent
3. Service Description - Cisco IP Phone Agent
4. Service URL - http://<UCCX IP Addr>:6293/ipphone/jsp/sciphonexml/IPAgentLogin.jsp
1. Note: Port 6293 is the Tomcat web server port
5. Check Enable (or Enterprise Subscription if ALL users are agents)
6. Click Save
7. Under the Parameters Section select "New"
1. Parameter Name - Ext
2. Display Name - Ext
3. Default Value - N/A
4. Parameter Description - ICD Extension
5. Checkmark "Parameter is Required"
6. Click "Insert"
8. Under the Parameters Section select "New"
1. Parameter Name - Pwd
2. Display Name - Pwd
3. Default Value - N/A
4. Parameter Description - Agent Password
5. Checkmark "Parameter is Required"
6. Click "Insert"
9. Under the Parameters Section select "New"
1. Parameter Name - ID
2. Display Name - ID
3. Default Value - N/A
4. Parameter Description - Agent ID
5. Checkmark "Parameter is Required"
6. Click "Insert"
10.  Click Save
5. Go to Device > Phone and search for the Agent's phone
6. In the "Related Links" drop down menu in the top right corner, select "Subscriber/Unsubscribe Services"
7. Select One Button Login
8. Enter the specific phone/users ID, Password, and Extension
9. The phone should reset on its own after clicking Save

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UCCX - Application Users

Three Application Users on CUCM need to be configured for UCCX and CUCM to interoperate.

UCCX_AXL - Unified CM Administrative XML Layer User

        The  Cisco AXL Web Service must be enabled to allow other appliances or applications to request from AVVID or the Administrative XML Layer. This access will allow certain methods (list, add, update, get, remove) when those other applications access the CUCM database. This is a great way to get read access to users, phones, features, settings, permissions, etc. within the CUCM database.

        To utilize the AXL Database API, an Application User will need that specific Role. However, by default, there is no User Group with the AXL Database API role configured, so you'll have to set up a new User Group.

1. Go to User Management > User Group and click Add New
2. For the Name type in "Standard AXL API Users"
3. In the top right corner under Related Links select "Assign Role to User Group" and click Go
4. Click on "Assign Role to User Group" and Add "Standard AXL API Access"
5. Click Save
6. Go to User Management > Application User and click Add New
7. For the Name type in "UCCX_AXL"
8. Click on "Assign Role to User Group" and Add "Standard CTI Enabled"
9. Click Save

UCCX_CTI - Unified CM Telephony User
        The Cisco Contact Center Express Telephony Integration Protocol (CTI) is a TCP/IP socket based message protocol that can receive event information for UCCX agents and calls. It is used to provide agent and call control, call information and call statistics.

1. Go to User Management > Application User and click Add New
2. For the Name type in "UCCX_CTI"
3. Click on "Assign Role to User Group" and Add "Standard CTI Enabled"
4. Click Save

UCCX_RMCM - Resource-Manager Contact-Manager Provider User
       The Resource Manager - Contact Manager (RmCm) allows the monitoring of agent's phones, routing/queueing of calls, control of agent states and management of historical reporting.

1. Go to User Management > Application User and click Add New
2. For the Name type in "UCCX_RMCM"
3. Click on "Assign Role to User Group" and Add "Standard CTI Enabled"
4. Click Save

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VMWare VM Tools

In all guest operating systems it is very important that you install VMware Tools. VMware Tools are many of the drivers needed which will boost support and performance of that VM.

To install VMware Tools, launch the console of the VM from vSphere and select VM > Install VMware Tools from the workstation menu.

If you are running CUCM 8.5 and below, please refer to the applicable Cisco documentation on installing VMware Tools.

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UCS C-Series Firmware Upgrade

The first step is to verify the CIMC Firmware and BIOS and perform an upgrade on the Firmware first and then the BIOS via the UCS Server Configuration Utility. If you upgrade the BIOS first, you must also upgrade the CIMC firmware or the server will not boot. This is why it is better to upgrade the CIMC firmware first.

http://www.cisco.com/en/US/products/ps10493/products_configuration_example09186a0080b07b7c.shtml

1. Verify your current server hardware Firmware version and BIOS version in CIMC by going to Server (tab) > Summary.
2. Download the upgrade ISO from Cisco’s website (roughly 200 MB)
1. Products > Unified Computing and Servers > Cisco UCS C-Series Rack-Mount Standalone Server Software > Cisco UCS C200 M2 Rack-Mount Server Software
2. Select Unified Computing System (UCS) Server Firmware
3. Verify your current version release and the latest one available
1. Web GUI into CIMC via the DHCP assigned IP Address (admin/password)
2. The Server Summary first page will list the BIOS Version, and Firmware Version
3. Under Admin tab > Firmware Management will be the CIMC Firmware Version
4. Mount the ISO locally and search for the CIMC folder
5. Find the BIN files that are needed for the upgrade
3. Setup your TFTP server with this file location as the directory
4. In CIMC go to Admin (tab) > Firmware Management
5. Click on "Install CIMC Firmware through Browser Client" or "Install CIMC Firmware from TFTP Server"
1. Click Browse and locate the "full" BIN file and click "Install Firmware"
2. Press TAB and enter the IP Address (if using TFTP)
3. Press TAB and enter the "full" upgrade file (if using TFTP)
1. This file MUST be of type .BIN or it will NOT work
2. Click Install Firmware
4. Install time takes roughly 15 minutes
6. Watch the "Last Firmware Install" window and wait for it to Complete Successfully
1. You should see a Running Version, Backup Version, and Boot-loader Version.
2. Click on "Activate CIMC Firmware
1. You will be given an option for the upgraded firmware
3. The management controller will be rebooted immediately after you click on "Activate Firmware" (this does NOT reboot the server, it ONLY reboots CIMC)
7. When CIMC is back up, confirm the Firmware Version
8. mount the image and access the utility via the KVM Console.

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08.05 - Other Supplementary Services

Other Supplementary Services

08.04 - Callback

Callback

08.03 - Barge

Barge

08.02 - Call Pickup

Call Pickup

08.01 - Call Park

Call Park

08.00 - Implement and TSHOOT Supplementary Servies

Implement and TSHOOT Supplementary Services

07.06 - Other CUCM Media Resources

Other CUCM Media Resources

07.05 - Media Resources Preference and Redundancy

Media Resources Preference and Redundancy