Chapter 4 Provisioning Cisco Unified CCX
About Unified CCX
4-4
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Unified CCX Subsystem Provisioning Checklist
To provision the Unified CCX subsystem, complete the following tasks:
Step Task For instructions, see
Step 1 Provisioning the RM JTAPI provider to allow the RmCm
Subsystem to be in service.
“Configuring the RM JTAPI
Provider” section on page 4-5
Step 2 Configuring Unified CM users who will be agents in
your Unified CCX system.
Warning
Do not configure Unified CM users using
administrator/ciscocisco as the user
name/password combination when logging
into the CRS Administrator. Doing so may
restrict the Unified CM when shared across
multiple Cisco CRS servers.
“Configuring Unified CM for
Unified CCX” section on
page 4-7
Step 3 Creating resource groups. “Creating, Modifying, and
Deleting Resource Groups”
section on page 4-12
Step 4 Creating skills—if you are using Unified CCX Enhanced
or Premium.
“Creating, Modifying, and
Deleting Skills” section on
page 4-15
Step 5 Assigning agents to resource groups and assigning skills
to agents.
“Configuring Agents” section
on page 4-17
Step 6 Creating Contact Service Queues. “Creating, Modifying, and
Deleting CSQs” section on
page 4-24
Step 7 Provisioning Remote Monitoring—if you are using
Unified CCX Premium.
“Configuring and Using
Remote Monitoring” section on
page 4-35
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