Welcome to the Cyara Knowledge Center

Listed below are the items and steps needed to set up Cisco UCCE with interaction to Cyara Virtual Agent (CVA).  This document can be used for both CTIOS and Finesse setups (See the ‘Exceptions’ section at the end of the document for details).  The intent of this document is to give the Systems Integrator the ability to assist the client in setting up the switch configuration and provide them with the necessary information needed to set up CVA.  Please also note that Cisco Configuration Manager and Script Editor were used to create the configuration.

 Planning:

Before starting any configuration, it is best to lay out the information needed for the deployment as well as note the numbering schema used in the Cisco UCCE environment.  The tables below can be used to track this information:

 Cisco CTIOS/Finesse Information:

Server Name	Primary IP Address	Primary Port	Secondary IP Address	Secondary Port

Phones (CM):

Device Name	Type of Extension	Directory Number

 End User:

User ID	Password	Associated Device

Skill Group:

Skill Group Name	Route

 Agents:

Login Name	Password	Skill Group Membership

 Agent Team List

Agent Team Name	Members

UCM Setup:

 Before starting the configuration within UCM, you will need to log into the Web GUI.  The screen that you will log into looks like the following:

 

 Once logged in, continue to the next section.

End User Setup:

The End User is used to associate the phone to a user in Cisco UCM for CVA (Refer to your planning guide for the configuration).  CVA does not specifically use this for any configuration, but you will need it to allow interaction of the agent with the phone (used later in ICM Configuration).

 To set up the End User, use the following process:

1. Review the ‘End User’ table defined in the Planning section. Use the first End User in the table to set up the preliminary account.
2. While logged into the Web GUI interface, go to User Management > End User. Once there, click on the Add New selection and do the following:
   1. User ID: Enter User ID from table (i.e. cyara02)
   2. Password: Use phone assigned to the End User
   3. Confirm Password: Use phone assigned to the End User
   4. Self-Service ID: Use phone assigned to the End User
   5. PIN: Use phone assigned to the End User
   6. Confirm PIN: Use phone assigned to the End User
   7. Last Name: Enter the User ID from the table (i.e. cyara02)
   8. Allow Control of Device from CTI: Check the box next to the option

Once these fields are populated, click Save.

3. Once the End User is saved, scroll down to the section called “Device Information”

In this section, you will want to associate a “Controlled Device “ to the End User.  To do this, use the following steps:

1. Once you scroll down to the “Device Information” section, click on Device Association.
2. When the User Device Association screen appears, leave the “Find User Device Association” filter empty and click Find.
3. After clicking Find, you will be presented with all defined phones for the system. Scroll down until you find the appropriate device (i.e. 6002).  Select the check box to the right of the phone and then click Save Selected/Changes.
4. Once saved, select Related Links: Back to User and click Go. Scroll down to the Device Information section and verified that the appropriate Controlled Devices is present.

2. The last item that needs to be configured is the “Permissions Information” section. You will need to add Access Control Groups:

1. Begin by clicking the “Add to Access Control Group” button
2. Once selected, leave the Find Access Control Group filter empty and click Find.
3. From the options that appear, select the following:
   1. Standard CCM End Users
   2. Standard CTI Allow Control of All Devices

• Standard CTI Enabled

Once these options are selected, click Add Selected at the top of the window.

1. Once you see the above options populated under “Permissions Information”, click Save to complete the configuration.

2. Complete these steps for each user that will be created for the CVA setup (Refer to the table ‘End User’ for details).

Phone Setup:

The first item that will need to be set up are phones that the agents will use to log in and take calls.  For the purposes of this document, we used a range from 6001-6002.  We also created one phone to start and then duplicated the rest from it.

 To set up phones, use the following process:

1. Review the ‘Phones (CM)’ table defined in the Planning section. Use the first number in the range to set up the preliminary phone.
2. While logged into the Web GUI interface, go to Device > Phone. Once there, click on the Add New selection and do the following:
   1. The first screen that will be displayed is Phone Type. Using the drop-down button, select Cisco 7942 and then click Next:

1. On the next screen, you will be asked to “Select the device protocol”. Using the drop-down button, select SCCP and then click Next:

1. After you clicked Next, you will now see the configuration screen for the device. The following items need to be populated on this screen:
   1. MAC Address: Since this is a SIP device, we don’t have an actual MAC Address and need to “spoof it” by using a fictitious address (Keep in mind that the MAC Address is generally 12 alpha numeric characters). For the purposes of this doc, use 111111116002
   2. Description: The description is the Phone extension (i.e. 6002)

• Device Pool: For the purposes of this document, we used G711_DP

1. Phone Button Template: For the purposes of this document, we use Standard 7942G SCCP.
2. Common Phone Profile: For the purposes of this document we used “Standard Common Phone Profile”
3. Owner: Set to a defined user. For the purposes of this document, we used cyara02.

• Retry Video Call as Audio: Check the box next to the option
• Allow Control of Device from CTI: Check the box next to the option

1. Logged into Hunt Group: Check the box next to the option
2. Device Security Profile: For the purposes of this document, we used “Cisco 7942 – Standard SCCP Non-Secure Profile”

1. Once everything on the Phone has been configured, click Save. Once you have clicked on Save, the following pop-up will appear:

Click on OK to see the newly created phone.  You should see something like the following example:

Now that the phone has been created, you will need to “Add a new DN” to it. On the left side of the Phone Configuration screen, look for the following:

Click on the hyper link called Line [1] – Add a new DN. You should see the following screen appear (Directory Number Configuration):

1. On the Directory Number Configuration page, fill out the following:
   1. Directory Number: Enter in number used for the phone (i.e. 6002)
   2. Route Partition: For the purposes of this document, we used Lab_Partition

• Auto Answer: Set the option to “Auto Answer with Speakerphone”

1. Caller Name: Check the box next to the option
2. Dialed Number: Check the box next to the option

1. Once everything on the Directory Number has been configured, click Save.
2. Once both the Phone and Directory Number configurations are complete, you can now select Apply Config as well as Reset. 

2. Once the phone is saved, you will need to duplicate it to set up the remaining phones. The easiest way to do this is to create a copy of the new phone.  Find the new phone that you created and click on the Copy icon.  Once you click on the icon, a screen will appear that is similar to the one you saw in 1c, but will be populated with information for the phone you are going to use to set up the new one.  In this screen, you should only have to change the following items:
   1. MAC Address
   2. Description

The pop up to “Apply Config” will show up after you save the new phone.  Refer to step 4 to complete the rest of the configuration.  Repeat this process until all phones are created.

Activate Phone Setup:

Finally, you will need to activate the phones in order to use them.  We will need to associate them to the pguser account on UCM.  Use the following steps to complete the process: 

1. While logged into the Web GUI interface, go to User Management > Application User. Once there, click on the Add New selection and do the following:
2. When the Application User screen appears, leave the “Find Application User” filter empty and click Find.
3. Once the users are displayed, find the user pguser and click on it.
4. When the Application User Information screen appears, scroll down to the Device Information section. In the Available Devices area, scroll down and find the Phone(s) that you created (i.e. SEP111111116002).  Select the device and add it to controlled devices.
5. Once the device(s) appear in the Controlled Devices section, click save.

 ICM Setup:

Before starting the configuration within ICM, you will need to either log into the server that contains the Configuration Manager application, or install the application on your laptop.  The screen that you will log into looks like the following:

Once logged in, continue to the next section.

 Skill Group Explorer:

The Skill Group Explorer is used to create the skill that will be used in ICM to route the call to the CVA agents.  CVA does not specifically use this for any configuration, but you will need it to allow calls to queue to the agents.

 To set up the Skill Group, configure the following:

1. Review the ‘Skill Group’ table defined in the Planning section. Use this information to configure the skill.
2. Browse to Tools > Explorer Tools > Skill Group Explorer in Configuration Manager
3. Double-click on Skill Group Explorer to open the configuration window.
4. Once the window is open, select the appropriate Peripheral and click Retrieve.
   1. At the bottom of the page, click the Add Skill group button to open up a new configuration screen. Once open, you will need to configure the following items:
      1. Skill Group Tab
         1. First Name
      2. Once the Skill Group has been configured, add a Route underneath it. To do this, highlight the skill and then click Add Route

 An example of a newly created Skill Group:

Agent Explorer:

The Agent Explorer is used to create the agent that will be used in ICM for CVA.  CVA uses this information to log into ICM to receive calls.

To set up the Agents, configure the following:

1. Review the ‘Agents’ table defined in the Planning section. Use the first number in the range to set up the preliminary agent ID.
2. Browse to Tools > Explorer Tools > Agent Explorer in Configuration Manager
3. Double-click on Agent Explorer to open the configuration window.
4. Once the window is open, select the appropriate Peripheral and click Retrieve.
   1. At the bottom of the page, click the Add Agent button to open a new configuration screen. Once open, you will need to configure the following items:
      1. Agent Tab
         1. First Name
         2. Last Name
         3. Login Name
         4. Password
         5. Confirm Password
         6. Enterprise Name
         7. Agent ID

An example of a configured Agent tab:

1. Skill group membership
   1. Click the Add button and a second screen will appear with available Skill Groups. Select the appropriate group and click OK.
   2. Verify that the appropriate group has been added.

An example of a configured Skill group membership tab:

Once these items are populated, select enter to confirm the changes.

 Device Target:

 Device targets are configured to tie agents to phones.  The following is a snippet that explains in more detail the use of the concept:

“In traditional Legacy−ACD−based Cisco ICM deployments, Peripheral Targets are used to tie agents toextensions. In IPCC however, a parameter called Device Target is used. This is because the ICM serves as the Automatic Call Distributor (ACD) in an IPCC configuration, so you actually configure the phones (devices) with which the agents are associated.”

 

To set up a Device Target, configure the following:

1. Browse to Tools > Explorer Tools > Device Target in Configuration Manager
2. Double-click on Device Target to open the configuration window.
3. Once the window is open, click Retrieve to verify the Device Target is not already present.
   1. At the bottom of the page, click the Add Device target button to open a new configuration screen. Once open, you will need to configure the following items:
      1. Name
      2. Global address

• Configuration parameters

1. Once the Device Target is configured, you will need to add Labels to the appropriate peripherals. Highlight the device that you just configured and click Add Label.  For the Label, fill out the following:
   1. Routing client
   2. Label

• Label Type

1. Customer (Optional)

 An example of a configured Device Target:

Agent Targeting Rule:

The Agent Targeting Rule is used to target agents in ICM.

To set up the Agent Targeting Rule, configure the following:

1. Browse to Tools > List Tools > Agent Targeting Rule in Configuration Manager
2. Double-click on Agent Targeting Rule to open the configuration window.
3. Once the window is open, select the appropriate Peripheral and click Retrieve.
   1. At the bottom of the page, click the Add button to open a new configuration screen. Once open, you will need to configure the following items:
      1. Name
      2. Rule Type

• Routing Client

1. Extension Ranges

1. Once you have completed your configuration, click the Save button at the bottom of the screen.

 An example of a configured Agent Targeting Rule: