Welcome to the Cyara Knowledge Center

**Please see attached .DOC for full article and images**

Introduction: This guide was created to aid the creation of agents in the Cisco Unified Contact Enterprise platform. The audience of this material should have knowledge and access to the Cyara platform installation and architecture.

Versions:

Unified Call Manager 12.5

Unified Contact Center 12.0

Finesse 12.0

Cyara – Any

After configuration in the Cyara platform an Agent must be created in the Cisco UCCE Platform. For more details on configuring agents within Cyara, please reference https://support.cyara.com/hc/en-us/articles/360003621416-Creating-New-Virtual-Agents.

Creating Cisco Agents is a multilayered approach. We will discuss the configuration components below:

Cisco Administrative Workstation (AW)

The Cisco AW is used for configuration of all Cisco UCCE agents within the contact center platform. These parameters are used within the contact center to establish Agent Login credentials, skilling, as well as Desk Settings (auto-answer, wrap-time, etc.).

Configuration steps:

1. In ICM Configuration Manager – select “Agent List Tools”
2. Select “Create a new agent”
3. You will be prompted to select a Peripheral Gateway to build this Agent on. In some deployments, you will see a single PG, in other deployments to will see a series of PG’s. It is imperative that the user be defined on the same PG as the Call Engine. This will cause the Agent Login to fail on the Cyara Platform. If you are unsure – confirm with the network diagram.
4. In the right-hand pane you will see new agent attributes to define.

Advanced Tab – Not used

Skill Group Membership – This tab is only used if the contact center is not using Precision Routing. This will need to be confirmed with the architecture guidelines.

Supervisor Tab – This will only be used if the agent needs remote monitoring and reporting capability.

5. The inputted configurations are what will be used for call routing and reporting. Note: Skill Groups and Precision Queues are two separate routing mechanisms. Skill Groups will be assigned within Agent Explorer, whereas Precision Queues and Attributes will be assigned in System Management
6. The AgentID field is associated to the extension of the Call Manager device. This extension must fall within the parameters set in Agent Targeting Rules (ATR).

Agent Targeting Rules can be found in Configuration Manager > Agent Targeting Rules.

Cisco Unified Communication Manager

Cisco Unified Communication Manager (UCM) is the platform which manages physical and virtual endpoints (phone, Jabber, IP Communicator). UCM uses JTAPI to establish CTI connections to the UCCE environment to process requests.

Configuration steps:

1. Upon logging into the Call Manager web portal (https://{host}/CCMadmin) you will be dropped on the System Settings page (unless a direct link was provided)
2. Above the top line you will see a line of Menus for configuration. Select – Device > Configuration Management
3. You will see a list of Devices currently configured within the UCM deployment. This will range from: phones, IPC users, and trunks. In the top right click “Add New Device”
4. From here you will add the name and extension of the user you previously created in UCCE. There are several parameters which must align in order to properly log into UCCE.

5. The MAC Address will be provided from the installation of IPC. Don’t forget to confirm this MAC Address with the corresponding Agent ID you are configuring.
6. Device Pools use a common configuration amongst a set of associated endpoints. The Device Pool should be configured by the UCM System Administrator. UCCE uses a certain Device Pool configuration in order to communicate via CTI.
7. In this example, the Device Pool is configured to the System Default Device Pool. However, in larger environments utilizing Cisco UCCE you will see a large listing of these. Confirm the appropriate Device Pool to use when creating UCCE/Cyara agents.
8. Now that we have created the Device within UCM we will need to associate an extension with that device. Adding this extension is completed by clicking “Add Line” in the left hand pane.
9. For extension configuration, keep the defaults unless specifically instructed as the Device Settings will override the extension settings.
10. Max Number of Calls/ Busy Trigger must be set to 2/1 in order to allow login to UCCE. If these are not set (default is 4/2) properly UCCE will reject the login attempt from the device.

11. Once you have validated all settings save by clicking “Apply Device Configuration”.
    1. Now the device has been added to the system it will need to have the Application User added to its configuration in UCM. The Application User is the JTAPI connection to the UCCE Peripheral Gateway which allows for CTI connection.
    2. In the top menu select “User Management” > “Application User”
    3. This will bring you to a list of the currently configured Application Users. Click “Find Device” and locate the device you previously created.
    4. In the list of Application Users you will see the corresponding AppUser name. These are user defined upon configuration, however typically are names “PG_USER”, “UCCE_USER”, “UCCE_PGX”. If you are unsure which is the correct user ask the UCM or UCCE Administrator.
    5. Find the MAC address of the device you created and add it to the “Controlled Devices” list by using the up arrow.
12. Once you have added the Device to the list click “Apply Config” to save changes.

Troubleshooting:

Key configurations mentioned in this article can cause the login event to fail.

1. Agent Extension (UCCE) – Ensure the extension you are using is within the Agent Targeting rules.
2. Peripheral Gateway (UCCE) – Confirm the Peripheral Gateway you are building your agent on is correct per specifications.
3. Max Calls & Busy Trigger (UCM) – Ensure that Max Calls is set to 2, and the busy trigger is set to 1.
4. Application User (UCM) – Ensure the Application User is configured on the device to the correct Peripheral Gateway you configured your UCCE agent on.
5. Device Pool – Ensure the Device Pool has access to both: UCCE and Cyara. This will need to be confirmed with a System Administrator.