Sep 12, 2019 this may also be seen in cisco supervisor desktop csq summary unified ccx engine logs show. Every contact center needs a series of tools to help build scripts and applications. Uccx supervisor desktop unable to view live monitoring hi all the issue is now resolved, i have found out that there is some parameters that is removed from the finesse admin desktop layout for my supervisor and with that iam not sure what is the root cause of this issue since i. Uccx automatic call distribution acd part 2 route, switch. Cisco finesse agent and supervisor desktop user guide for cisco unified contact center express, release 12. Jan 29, 2020 then i wanted to download the cadcsd from the server so that i have the compatible version if the agent or supervisor desktop. Designed for midmarket, enterprise branch, or corporate departments requiring a sophisticated cust. You do however need a uccx user with supervisor privelages to be able to use the supervisor desktop. They can addremove agents from a skill, assignunassign precision queue attributes, reset their password and update their default skill.
Nov 03, 2016 so we recently had the joys of upgrading our cisco voice setup to version 11, including our unified contact center express uccx system. Contact center express my cisco collaboration diary. Cisco finesse gadgets uccx finesse gadgets for agents. Basically, the uccx is not intended for automatic recording and recording all calls using a workflow is not a. There is one thing that report summary and user view did not do for me. Cisco unified intelligence center cuic reporting lab 23. Im trying to install agent desktop on my win7 64 bit. If you want to install cisco unified ccx supervisor desktop, select cisco unified ccx supervisor desktop to download and run. Mar 02, 2018 the finesse supervisor desktop displays statistics for every contact service queue csq that is configured in uccx under the voice csq summary report in the queue data tab in finesse. Expertflow supervisor tools now also available as a finesse gadget for supervisors so that they dont have to relogin to a separate browser window. You need to use the cisco desktop workflow administrator application.
Note if you already installed agent desktop, uninstall it and install the supervisor desktop. Uccx basic sql query most of the things that matter daily in uccx 8. Get product information, technical documents, downloads, and community content. Hi, my cad and csd shows the status in the bottom as partial service,when i analyse the service status by clicking on that agent statistics viewing is inactive.
Feb 15, 20 hi all here are a couple of links that are useful for downloading the ucce desktop administrator, supervisor and agent software directly from the local ucce environment these are located on the ucce pg servers and can be downloaded from the below links, just modify the pg ip address ucce cisco desktop administrator software links. Cherry picking calls, assigning calls, moving calls in uccx. A mobile supervisor feature that helps enable realtime reports and skill management on the go. Jun 12, 2019 cisco finesse agent and supervisor desktop user guide for cisco unified contact center express, release 12. Your environment can wield everything that cisco uccx has to offer. Jan 17, 2017 team administration for cisco contact center express uccx supervisors. This includes the deployment of cisco unified contact center express and cisco unified ip interactive voice response ivr cisco unified ccx and cisco. Cisco unified contact center express administration guide. This guide covers database configuration of the uccx server only. In the process of our upgrade we had to do a quick upgrade of uccx to 9. Uccx desktop supervisor janney technicaluser op 17 sep 14.
Uccxd deploying cisco unified contact center express v6. Cisco finesse remote configuration cisco finesse remote. Farlon ucc desktop will help you harness the skills already in your call center and help you deliver great customer service. Cisco unified contact center uccx video training series. Operation perspective contact center solution components details component host name urls login id password cisco unified contact center express uccx hquccx. Its easy to install but it requires first to install uccx on a server. Help desk using cisco unified contact center express lab.
It is just an ad account to be used as supervisor to view the realtime queue status. This report is an embedded livedata gadget that pulls the live information from the cisco unified intelligence center cuic. Premium at the premium level, every capability is unlocked. Cisco agent desktop back to cisco call center uccx product feedback. I ran client configuration tool and then i downloaded the cadcsd from the latest uccx server. However we have check the list of open bug for uccx 10. Enroll now at global knowledge to master all the essential cisco uccx skills from capacity planning to choosing product features and installation. Be able to add or remove cisco finesse gadgets anytime as per your business needs. Make use of our prebuilt gadgets or add any extra functionality to your agent desktop as and when required. This model gives you access to call recording, quality management, the finesse agent and supervisor desktop, and more. Cisco unified contact center express uccx is a complete contact center in a box. Comstice desktop agent for contact centers clickandrun agent and supervisor app for better contact handling no browser dependency, crm screenpops and builtin softphone for cisco and amazon connect. We are using ldap and have given the user supervisor priveleges, however when launching the supervisor desktop app it is also requiring us to launch the agent desktop app prior.
Automatic call recording at uccx mijanur rahmans blog. This occurs when the crs engine fails to access the new agent records in the uccx database and update the desktop components, therefore failing to notify them that a new agent or supervisor has been created. Workflow concepts presents an introduction to the cisco finesse agent and supervisor desktop. This module provides a comprehensive view of cisco unified ccx acd operations to include basic contact center buildup, scripting, cisco agent and supervisor desktop configurations, advanced scripting topics, and reporting. Uccx supervisor desktop unable to view live monitoring hi all the issue is now resolved, i have found out that there is some parameters that is removed from the finesse admin desktop layout for my supervisor and with that iam not sure what is the root cause of this issue since i didnt alter any configurations. Supervisors can reskill the agents in their team using the comstice desktop agent supervisor console. Cisco unified contact center express administration guide, release 10.
Url field,if you are an agent it will display agent desktop, if youre a supervisor it will display the supervisor dashboard. Need option to monitor nonacd calls on finesse hi guys, we are planning to upgrade our uccx 9. This course, deploying cisco unified contact center express uccxd provides the student with handson experience and knowledge of tasks typically performed during contact center deployment. Unified contact center express uccx is the solution for small to medium up to 400 agents call centers in ciscos unified communications suite. Mobilefirst customer engagement solutions comstice. Uccx agent and supervisor and queue provisioning lab 18. Connects the caller to an agent queues the call and sets a priority, based on whether or not the caller has already entered an account number on a previous. When i login to the appadmin page and go to tools plugins desktop suites i do not see the link to download the agent desktop. Cisco finesse agent desktop for ucce and uccx novelvox. Unified ccx engine database monitoring recording unified ccx engine provides the core acd, ivr and cti. A user called in to report that after logging in to cisco supervisor desktop, selected a team from the team dropdown selection, it took a long time to load.
When attempting to login, new agents or supervisors will receive the error. This overview will cover descriptions of the product, compatibility, and hardware and software options, architecture, and sizing and ordering tools. With all of that said you should also look at finesse, which replaced cisco agent desktop and supervisor desktop on newer versions of uccx. As soon a ccx supervisor logs in to the finesse desktop, he automatically also gets logged in to the gadget as well and ready to start reskilling its team agents, queues, change promptscalendars. Cisco unified contact center express video data sheet. The finesse supervisor desktop displays statistics for every contact service queue csq that is configured in uccx under the voice csq summary report in the queue data tab in finesse. Uccx finesse supervisor desktop shows all queues and. Using the table below, enter the appropriate values.
Customers deploying and maintaining cisco unified contact center express products. Operation perspective contact center solution components details component host name urls login id password cisco unified contact center express uccx hq uccx. Cisco uccxd deploying cisco unified contact center express. Then press enter you will be redirected to the log on screen 1. It continues to state no service in the bottom of the window after nothing has loaded and team dropdown selection is greyed out. May 24, 2011 all about cisco unified contact center express introduction cisco unified contact center express. Apr 25, 20 for a supervisor to be able to monitor and agent or queue in supervisor desktop, the agent or queue must be part of a team the supervisor is assigned to. A sample cisco unified ccx script template the sample cisco unified ccx script template performs the following functions. The scripting side will be covered in a followup tutorial. But the default option is to start recording by the supervisor himself manually for any selected agent, but it wont start recording calls of all agents automatically. Cisco supervisor desktop is a robust computer telephony integration. Uccxd unified contact center express and unified ip ivr. List all users, along with their login id s, and ipcc extensions so i can inform the. We are using ldap and have given the user supervisor priveleges, however when launching the supervisor desktop app it is also.
My only options are the supervisor desktop, desktop admin, and the client configuration t. Incorrect screenshot for email reply panel in finesse agent and supervisor desktop user guide. Supervisor desktop doesnt require any programming as its a plug and play application. Im not sure if it can do what you want, but its worth asking. The agent link should be directly under the supervisor link, but from your image file clearly it isnt there. The supervisor desktop is an application that you download from uccx its a plugins. Watch a demonstration of what is new for the cisco finesse 12. Learn about the cisco unified contact center express unified ccx product and all of its associated client applications and scripting tools. Easy to deploy and easy to use, uccx has the security and capabilities you need.
The cisco supervisor desktop makes it easier for you to handle your team of agents and their calls directly through your computer saving you time and creating better team performance. Cisco unified contact center express uccx mindsight. Uccx training deploying cisco unified contact center express. Offer exceptional user experience with ivt certified cisco finesse 12. Agent desktop is bundled with the supervisor desktop. These new supervisors or agents will show up in the rmcm. However, in the downloads section, i can only download 9. We have released a new video series focused on deploying unified contact center express uccx 8 to provide basic to advanced call center functions into voice ip. Intro to cisco finesse supervisor and agent youtube. Agents and supervisors download comstice desktop agent and run it.
That is available with contact center express uccx or enterprise ucce find a community. All about cisco unified contact center express my blog. Mar 30, 2010 some renowned third party recording solutions are there like verint or nice, but i knew the recording feature is a builtin feature of uccx, so why not using it. Then i wanted to download the cadcsd from the server so that i have the compatible version if the agent or supervisor desktop. Cisco supervisor desktop user guide for cisco unified contact. To configure a team, open the appadmin page, and navigate to subsystems rmcm teams. Cisco finesse agent and supervisor desktop user guide for. It runs on the same ucos platform that unified communications manager and unity connection run on, the initial install is identical. Cisco unified contact center express installation and. The agent desktop has a gadget that does shows the number of calls in each queue they participate in. The class will then address the creation of a basic contact center to refresh knowledge of call flow, agents, teams, cisco finesse agent and supervisor desktop, email and chat contact service queues, and other new capabilities offered by uccx. Team administration for cisco contact center express uccx. Expand your customer service options with uccx enhanced.
Cisco unified contact center express supervisor and user options plugins. Mar 16, 20 unified contact center express uccx is the solution for small to medium up to 400 agents call centers in ciscos unified communications suite. Provide a comprehensive overview of the cisco unified contact center express product suite. In the team configuration page, assign a name and a primary supervisor. Get product information, technical documents, downloads. It delivers call routing, management, and administration features, and is designed for businesses ranging from very small to enterprise branch offices up to 400 agents. The ciscovoipconfigtool will give you on screen instructions with what needs to be run and will open specific ports so that your cipc will work. Cisco supervisor desktop you can monitor live calls of the contact center agents. So we recently had the joys of upgrading our cisco voice setup to version 11, including our unified contact center express uccx system. Contact center express premium supports direct integration to off box. Configuration data store resources, skills, resource group, team and csq repository data store stores prompts, scripts, grammars and docs agent data store agent logs and statistics historical data store.