Connection settings for Cisco Unified Contact Center Express (for QM and Analytics)

The following fields appear if you select Cisco Unified Contact Center Express as the ACD.

Section Description
ACD Filtering

Use an ACD filter to limit the users who are synced from the ACD. For example, you might configure a Team Name filter that allows you to sync users who belong to a team that matches a certain naming pattern. You can configure multiple ACD filters.

IMPORTANT    If you only select the Service Name in the Prefix Type drop-down list, no teams or agents sync over. Any teams or agents already synced over are deactivated.
If you change a filter that uses the Service Name in the Prefix Type drop-down list, all previously synced service queues stay active, even if they are not captured by the changed filter.

NOTE    If you only select the Team Name in the Prefix Type drop-down list, related service queues still sync over.
If you change a filter that uses the Team Name in the Prefix Type drop-down list, any agents or teams no longer captured by the filter are deactivated.

IP Configuration

Primary IP Address or Hostname—The IP address or host name of the primary Unified CCX server.

Primary Instance Name—The name of the primary database for the Unified CCX database instance.

Secondary IP Address or Hostname—The IP address or host name of the secondary Unified CCX server.

Secondary Instance Name—The name of the secondary database for the Unified CCX database instance.

The primary and secondary instance names are in the following format:

<hostname>_uccx

Where the host name is the name of the Unified CCX database server.

IMPORTANT   

You must complete the IP Configuration fields for the following features:

  • WFM—Historical Data Capture and Sync
  • QM—Reconciliation and Sync

Authentication

Username—The user name of the historical reporting user in Unified CCX.

  • Enter uccxhruser. This is the historical reporting user found in Unified CCX Administration > Tools > Password Management.

Password—The password set in Unified CCX for the historical reporting user.

IMPORTANT   Before changing this password be aware that other applications may also use this account.

Client Locale—The client locale that is configured in Unified CCX. The locale for US English appears by default in this field. If the client locale is changed in Unified CCX, then you must also manually change it here.

Server Locale—The server locale that is configured in Unified CCX. The locale for US English appears by default in this field. If the server locale is changed in Unified CCX, then you must also manually change it here.

IMPORTANT   You must complete the Authentication fields for all QM and WFM features.

CTI Servers

Primary CTI IP Address or Hostname—The IP address or host name of the primary CTI server associated with the system.

Primary CTI Port—The port of the primary CTI server associated with the system.

Secondary CTI IP Address or Hostname—The IP address or host name of the secondary CTI server associated with the system.

Secondary CTI Port—The port of the secondary CTI server associated with the system.

IMPORTANT   You must complete the CTI Servers fields for WFM Real-Time Adherence.

CDR Reconciliation Configuration

Calabrio ONE creates a directory with an ACD-specific subdirectory that contains the cdrBase and uploadDir directories when the Regional Data Server Reconciliation Settings feature is enabled on a Data Server, and the ACD is assigned to that feature. The base directory path that you enter along with the ACD unique identifier are displayed below the field.

The ACD-specific directory is named with a unique ACD server ID number. Because users can configure multiple ACD servers to use the same directory, a folder with a unique identifier is needed to make sure CDR files are uploaded to the correct ACD. The ACD-specific directory contains the cdrBase and the uploadDir directories.

(Read only) CDR Base—The path to the Unified CCX Call Detail Record (CDR) directory. The path you specify must be local to the Data Server. UNC paths are not supported. For example:

cdrBase

Calabrio ONE creates a directory with an ACD-specific subdirectory that contains the cdrBase and uploadDir directories when the Regional Data Server Reconciliation Settings feature is enabled on a Data Server, and the Unified CCX ACD is assigned to that feature. This generates the following path for the base directory:

C:\cdr\<ACD_ID>

CDR Directory—The path to the Call Detail Record (CDR) directory. This is where incoming CDRs from the Unified CM billing service resides. The path you specify must be local to the Data Server. When configuring the Unified CM Billing Application Server, you must use the following name for the Directory Path parameter: /cdr/. UNC paths are not supported. For example:

cdrDirectory

Upload Directory—The path to the upload directory. This is where reconciled CDR and Unified CCE or Unified CCX data resides until uploaded. The path you specify must be local to the Data Server. UNC paths are not supported. For example:

uploadDir

IMPORTANT   You must complete the CDR Reconciliation Configuration fields for QM Reconciliation.

Synchronization Interval

Interval (Minutes)—The length of the interval at which the ACD is synchronized with the Data Server.

Capture Settings

ACD Capture Delay—Select the amount of time WFM waits before pulling ACD statistics after an interval ends. The default delay is 15 minutes.

Enable Data Recapture—Select the check box to recapture data from the entire previous day. If you routinely handle calls that last more than the maximum default delay, you can opt to recapture the entire previous day’s data from midnight to midnight. The recaptured data overwrites what was captured during the day. This ensures that your statistics are correct and that the data for very long calls is in the correct interval.

Recapture Time—Select the time to recapture the previous day’s data from the ACD. The default is set to 03:00.

IMPORTANT   You must complete the Capture Settings fields for WFM Historical Data Capture.