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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 4 Provisioning Cisco Unified CCX
Configuring Unified CM for Unified CCX
Unified CM interface to associate the RM JTAPI User with an agent extension.
These phones are the same as those associated with each agent (see Assigning
Unified CM Users as Unified CCX Agents, page 4-11).
Configuring Unified CM for Unified CCX
To enable Unified CCX to communicate with Unified CM, you first need to assign
extensions for the users who will be agents in your Unified CCX system.
Note If you delete a Cisco CRS user with Administrative rights from Unified CM, the
user will not be able to log into the Cisco CRS Administration web interface.
Caution When logging into Cisco Agent Desktop, agents use the Unified CM user ID and
password. While the Unified CM limits agent IDs to 128 alphanumeric characters,
the Cisco CRS platform limits agent IDs to 31 alphanumeric characters. Be sure
to abide by the 31 character-limit when configuring agents in Unified CM.
This section contains the following procedures:
• Displaying Unified CM Cluster Nodes in Unified CCX, page 4-7
• Invoking Unified CM Administration, page 4-8
• Defining Unified CM Users as Agents, page 4-9
Displaying Unified CM Cluster Nodes in Unified CCX
When connected to a Unified CM cluster, the Unified CM Configuration page in
the Cisco CRS Administration GUI only displays the IP address of one
node.However, in a two-node cluster, it should show the IP addresses of both the
publisher and subscriber nodes. To display both IP addresses, you must configure
the DNS suffix information (for the required nodes in the cluster) in the server in
which Cisco CRS is installed.
To configure the DNS suffix information and display the IP Addresses of all the
nodes in a cluster, complete the following steps.
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