Obtain any necessary Cisco software and licensing.Ĭreate a UCCX database user account and password for inContact WFM v2. StepĬomplete all necessary physical and IP connections between the inContact WFM v2 server(s) and the LAN. Consult your Cisco UCCX documentation for details on performing these steps. Some of these steps are tasks that must be performed in Cisco UCCX. The following table provides a high-level overview of the customer configuration steps in Cisco UCCX integrations. For instance, UCCX cannot have different settings in effect during the day as opposed to at night.Ĭustomers are responsible for supplying the physical connection(s), IP connection(s), or both to the Cisco system, as well as for obtaining any licensing required by Cisco. UCCX must be configured using only one profile.Contact Service Queues (CSQs) must use Resource Skill routing (not Resource Group routing) and each CSQ must have exactly one matching Resource Skill. inContact WFM v2 cannot report properly on agent-based routing.The historical integration can still be used. If the UCCX server is built to Cisco's minimum specifications, this integration cannot be used to obtain real-time data.This is a Cisco requirement and is not related to inContact WFM v2. The UCCX server must be on its own domain.Thanks again.InContact WFM v2 imports telephony information on agents, devices, and statistics from the UCCX database via ODBC connection. I'm sure I can talk management into spending $4k on a class, I just need to do my due diligence and make sure it's worth the time. So, to summarize - my priority is CSQ scripts, but having a better overall understanding would be extremely useful. I'm the "jack of all trades" guy, so I'm getting to deal with it - but I love a challenge. My employers want to bring more of this in house, as $200/hr for minor script changes is excessive and there's significant cleanup that needs to happen from the poor implementation. I've gained a little experience just by going through and documenting our existing CSQ scripts in Visio and I can tell the difference between the ones that were written well and the ones that weren't - the phone company who did our implementation was garbage, and the partners/consultants did a pretty good job. I'm reasonably comfortable with setting up agents and supervisors, but it's the CSQ scripts that I'd really like some help with. We do play with our production system, which is terrifying in and of itself. Currently we're relying pretty heavily on a vendor partner for anything more than basic move / change / new user requests. Without going into too much detail, we, as a company, didn't get much training at implementation time (it's been two or three years now).
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