Lab Guide UCCX 11.0 Enablement Lab v1

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Cisco Unified Contact Center Express Enablement Lab v1

Last Updated: 22-JUNE-2016
Created in Partnership with Solutions Readiness Engineers
About This Solution

Unified Contact Center Express (UCCX) offers sophisticated call routing and comprehensive contact management. It includes
embedded reporting for a comprehensive view of contact center statistics. UCCX provides customer segmentation with advanced,
built-in, interactive voice response, and proactive customer service for a superior customer experience with integrated, outbound,
call management capabilities. Multichannel capabilities include management of voice, email, web chat, and social media inquiries.
Cisco Unified Contact Center Express offers:
Sophisticated call routing and comprehensive contact management capabilities
E-mail, Web Chat, and social media integration
Automatic call distributor features, including conditional routing, call-in-queue, and expected-wait-time messages
Presence integration to help increase caller satisfaction through improved agent performance and expertise
Workforce optimization, including workforce management and advanced quality management
Historical and real-time reports and dashboards with flexible presentation options using Cisco Unified Intelligence Center
A mobile skill manager feature that helps enable skill management on the go
This lab is intended to give the participant hands-on configuration experience with particular components and configuration
elements of the Unified CCX solution. The content in this lab is focused on providing a self-paced interaction experience
highlighting product features and functions specifically requested by Cisco Partners and Customers.
NOTE: Participants should have a degree of familiarity with the software, tools and methods used to deploy, configure and
maintain Cisco Customer Collaboration technologies.
About This Lab

Unified Contact Center Express Enablement Modules Lab v1 includes the following topics:
Students will observe and interact including the configuration and/or installation of the following components:
o CAD to Finesse Migration
o Advanced Unified CCX Scripting Techniques
o Email and Chat Provisioning for multi-channel communications
o Finesse Gadget Creation and Customization
o Cisco Unified Intelligence Center Report Customization and Creation
2016 Cisco and/or its affiliates. All rights reserved. This document is intended for Cisco Partner Training. Page 1 of 193
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Demonstration Profile and Contact Links

For more information:
View the demonstration content on Cisco dCloud at: https://dcloud-cms.cisco.com/demo/cisco-unified-contact-center-

express-enablement-lab-v1.
Visit the Cisco dCloud Help pages: https://dcloud-cms.cisco.com/help for more information and training materials.
Access all available Cisco dCloud demos: https://dcloud.cisco.com.
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Table of Contents
About This Solution ..................................................................................................................................... 1
About This Lab ............................................................................................................................................ 1
Lab Workflow ....................................................................................................................................................... 8
Modular Approach ............................................................................................................................................ 8
Lab Requirements ....................................................................................................................................... 9
Lab Configuration........................................................................................................................................ 9
Lab Topology ............................................................................................................................................... 9
Applications and Versions................................................................................................................................... 10
Lab Pre-Configuration ......................................................................................................................................... 11
Unified Contact Center Express 10.6 ................................................................................................................ 11
Dial Plan .......................................................................................................................................................... 11
Certificate Management and DNS Resolution .................................................................................................. 11
Cisco Jabber .................................................................................................................................................... 11
Connecting to Your Session ............................................................................. Error! Bookmark not defined.
Lab Orientation ......................................................................................................................................... 13
Connecting to Required Resources ..................................................................................................................... 13
Introduction .................................................................................................................................................... 13
Host Reference and Use Cases......................................................................................................................... 13
Create and Connect RDP Sessions.................................................................................................................... 14
Activity Complete ............................................................................................................................................ 15
Module 1: Cisco Agent Desktop (CAD) to Finesse Migration..................................................................... 16
Module Overview ............................................................................................................................................... 16
What is Cisco Finesse? ..................................................................................................................................... 16
CAD and Finesse Mixed Mode Operation......................................................................................................... 17
Mixed Mode Functional Caveats...................................................................................................................... 17
CAD to Finesse Recommended Approach ........................................................................................................ 17
Module Objectives .............................................................................................................................................. 18
Unified CCX 10.6(1) Configuration Review .......................................................................................................... 18
Confirm RmCm Configuration .......................................................................................................................... 18
Enterprise Data and Workflow Assignments .................................................................................................... 20
Review CAD Workflows ................................................................................................................................... 22
Verify Operation of CAD and Supervisor Desktop ............................................................................................... 26
Launch and Log in to the Cisco Supervisor Desktop .......................................................................................... 26
Launch and Log in to the Cisco Agent Desktop ................................................................................................. 26
Place a Test Call to the Customer Service Unified CCX Script Application ......................................................... 28
Enabling CAD and Cisco Finesse Mixed Mode Operation .................................................................................... 31
Confirm Status of Cisco Finesse Services .......................................................................................................... 31
Activate Cisco Finesse Services ........................................................................................................................ 32
Confirm Finesse Service Activation .................................................................................................................. 32
Configure the Customer Service Workflow in Cisco Finesse ................................................................................ 34
Finesse Administration Overview .................................................................................................................... 34
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Access Cisco Finesse Administration ................................................................................................................ 34

Modify Call Variables Layout ........................................................................................................................... 35
Desktop Layout ............................................................................................................................................... 36
Add Phone Book .............................................................................................................................................. 36
Configure Reason Codes .................................................................................................................................. 38
Add Workflows and Actions............................................................................................................................. 39
Assigning Configured Resources to the Customer Service Team....................................................................... 41
Complete and Test Agent Team Migration ......................................................................................................... 43
Log into the Cisco Finesse Desktop .................................................................................................................. 43
Validate Cisco Finesse Workflow Elements ...................................................................................................... 45
Module 1 Conclusion .......................................................................................................................................... 47
Module 2: Advanced Unified CCX Scripting Techniques............................................................................ 48
Module Overview ............................................................................................................................................... 48
Unified CCX 11.0(1) Configuration Review .......................................................................................................... 49
Confirm Cisco Script Application Configuration ................................................................................................ 50
Locate and Download the current Customer Service Unified CCX Script File .................................................... 51
Analyze the Customer Service CCX Application Script Work Flow....................................................................... 52
Call Flow Review.............................................................................................................................................. 52
Place a Test Call to the Customer Service Unified CCX Script Application ......................................................... 54
Log into Unified CCX as a Customer Service Agent and Accept the Call ............................................................ 55
Observations ................................................................................................................................................... 58
Unified CCX Editor Orientation ........................................................................................................................... 59
About the Cisco Unified CCX Editor .................................................................................................................. 59
Launch the Unified CCX Editor ......................................................................................................................... 59
Open a Unified CCX Script File ......................................................................................................................... 60
Unified CCX Editor Window Layout .................................................................................................................. 61
Explore the Current version of the Customer Service Application Script ............................................................ 62
Call Variables Used in the Script ...................................................................................................................... 62
Variable Naming Conventions.......................................................................................................................... 62
Identify and Review Script Steps ...................................................................................................................... 63
Using Advanced Scripting Techniques to Enhance Caller Experience .................................................................. 70
About the Estimate Wait Time Statistic............................................................................................................ 70
Functional Workflow Objectives ...................................................................................................................... 70
Programmatic Requirements ........................................................................................................................... 70
Adding New Script Variables............................................................................................................................ 71
Adding Unified CCX Editor Palette Steps .......................................................................................................... 74
Review Added Steps ........................................................................................................................................ 81
Validate and Save ............................................................................................................................................ 81
Upload and Refresh ......................................................................................................................................... 82
Test and Validate............................................................................................................................................. 84
Module 2 Conclusion .......................................................................................................................................... 86
Module 3: Provisioning Finesse Agent Email and Unified CCX WebChat .................................................. 87
Module Overview ............................................................................................................................................... 87
What is Unified CCX WebChat?........................................................................................................................ 87
What is Cisco Finesse Agent Email? ................................................................................................................. 88
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Topology Review and Pre-Configuration............................................................................................................. 89
Topology ......................................................................................................................................................... 89
Cisco Unified Contact Center Express 11.0(1)................................................................................................... 90
Cisco SocialMiner 11 ....................................................................................................................................... 91
Microsoft Exchange Server 2010 ..................................................................................................................... 91
Microsoft Internet Information Services (IIS) ................................................................................................... 91
Agent Email and WebChat Design Specifications ................................................................................................ 92
Chat and Email CSQs........................................................................................................................................ 92
Configure the Unified CCX Chat and Email Subsystem ........................................................................................ 92
Create Skills for Email and WebChat ................................................................................................................ 93
Social Miner Configuration .............................................................................................................................. 94
Mail Server Configuration................................................................................................................................ 95
Adding Chat and Email Contact Service Queues ............................................................................................... 96
Assigning Chat and Email CSQs to the Customer Service Agent Team .............................................................. 98
Assigning Email and WebChat Skills to Agents ................................................................................................. 99
Predefined Responses ................................................................................................................................... 100
Create a Chat Web Form and Social Minder Chat Widget .............................................................................. 101
Email and Chat Channel Parameters .............................................................................................................. 104
Chat and Email Provisioning Complete .......................................................................................................... 105
Configure Cisco Finesse to Enable Agent Email and WebChat........................................................................... 105
Configure Desktop Layout ............................................................................................................................. 105
Hosting the Chat Web Form Generated Code ................................................................................................... 107
Save chat.html to ad1.dcloud.cisco.com ........................................................................................................ 107
Restart IIS ...................................................................................................................................................... 108
Verify Web Form ........................................................................................................................................... 109
Testing Unified CCX WebChat ........................................................................................................................... 109
Log in to Cisco Finesse and Transition to Ready for Chat and Email ................................................................ 109
Test Unified CCX WebChat............................................................................................................................. 110
Testing Cisco Finesse Agent Email ..................................................................................................................... 113
Send An Email to Customer Service ............................................................................................................... 113
Reply to a Customer Email ............................................................................................................................. 113
Confirm Receipt of Reply ............................................................................................................................... 114
Last-Agent routing (Email Stickiness) ............................................................................................................. 114
Module 3 Conclusion ........................................................................................................................................ 116
Module 4: Finesse Gadget Creation and Customization Tutorial ............................................................ 117
Module Overview ............................................................................................................................................. 117
What is Cisco Finesse? ................................................................................................................................... 117
Finesse Gadgets at a Glance .......................................................................................................................... 118
Module Objectives ............................................................................................................................................ 118
Topology Review and Pre-Configuration........................................................................................................... 119
Topology ....................................................................................................................................................... 119
Cisco Unified Contact Center Express 11.0(1)................................................................................................. 119
Microsoft Internet Information Services (IIS) ................................................................................................. 120
An Overview of Gadget Operation .................................................................................................................... 120
What is the WebService Sample Gadget ........................................................................................................... 121
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Basics of Operation ....................................................................................................................................... 121

How Will We Use It? ...................................................................................................................................... 121
Download Gadget Code from Cisco DevNet ...................................................................................................... 121
The Anatomy of a Gadget ................................................................................................................................. 122
Create the Current Promotion XML File ............................................................................................................ 123
Create the New CurrentPromotion.xml File ................................................................................................... 123
Save the CurrentPromotion.xml File to the IIS Web Server ............................................................................ 124
Restart IIS on ad1.dcloud.cisco.com............................................................................................................... 124
Verify Accessibility of CurrentPromotion.xml ................................................................................................. 125
Edit the WebService JavaScript File .................................................................................................................. 125
Edit the Gadget Definition File WebService.xml ............................................................................................... 127
Edit the Gadget Header ................................................................................................................................. 128
Edit the Gadget Body ..................................................................................................................................... 129
Edit the Cascading Style Sheet (CSS) Associated with the Gadget ..................................................................... 129
Hosting the WebService Gadget in Finesse on Unified CCX ............................................................................... 131
Set the password for the Cisco Unified CCX 3rd Party Gadget Directory .......................................................... 131
Upload Gadget Files to the Cisco Finesse 3rd Party Gadget Directory .............................................................. 132
Observe the Finesse Agent Desktop Layout Prior to Gadget Deployment ........................................................ 134
Add the Gadget to the Finesse Agent Desktop Layout ...................................................................................... 135
Confirm Operation of the Custom Cisco Finesse Gadget ................................................................................... 140
Module 5: Cisco Unified Intelligence Center (CUIC) Report Customization and Creation ....................... 143
Module Overview ............................................................................................................................................. 143
What is Cisco Unified Intelligence Center Standard? ...................................................................................... 143
What is Cisco Unified Intelligence Center Premium?...................................................................................... 143
Module Objectives ............................................................................................................................................ 144
Unified CCX 11.0(1) Configuration Review ........................................................................................................ 145
Lab Module Preparation ................................................................................................................................... 145
CUIC Administration ......................................................................................................................................... 146
CUIC Interface Layout ....................................................................................................................................... 147
Configuring CUIC for an End User ...................................................................................................................... 148
Log In to CUIC Standard ................................................................................................................................. 148
Create a Dashboards Sub-Category for Customer Service .............................................................................. 148
Grant Security Privileges to a System End User .............................................................................................. 150
Create and Customize a Report......................................................................................................................... 151
Log in to CUIC as an End User ........................................................................................................................ 151
Customize the Report by editing the data View ............................................................................................. 152
Customize the Report further by editing the Default Filter ............................................................................ 155
Run a Stock and Custom Report and Compare ............................................................................................... 155
Create a Dashboard .......................................................................................................................................... 157
Modify a Report for Use in a Dashboard ........................................................................................................ 157
Create a new Dashboard ............................................................................................................................... 158
Add items to a Dashboard ............................................................................................................................. 159
Getting Started with Unified Intelligence Center Premium ............................................................................... 161
Integrating CUIC Premium with Unified CCX ..................................................................................................... 161
Identify Reporting Requirements and Design a CUIC Report ............................................................................ 165
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Customer Report Requirements and Existing Capabilities .............................................................................. 165

Expanding on and Clarifying Reporting Requirements.................................................................................... 166
Based on the requirements specified our report data set should include the following viewable data: .......... 166
Visual Presentation ....................................................................................................................................... 166
Identifying SQL Programming to Create a Report Data Source ....................................................................... 167
Create a Report Definition and Parameter Value List ....................................................................................... 167
Create the Report Definition ......................................................................................................................... 167
Create a Value List for the @VoiceApplicationName Parameter .................................................................... 172
Complete Parameter Configuration using a Value List.................................................................................... 174
Create a Report using the new Report Definition ............................................................................................. 175
Customize Data Grid View of the New Report................................................................................................ 177
Create a Pie Chart Data View ......................................................................................................................... 178
Test Report Execution ....................................................................................................................................... 180
Test the Chart Data View ............................................................................................................................... 182
Export the Packaged Report and Import to CUIC Standard ............................................................................... 182
Test Imported Call Summary By Inquiry Type Report ..................................................................................... 185
Lab Conclusion ........................................................................................................................................ 186
Appendix A: CAD to Finesse Migration Tool ........................................................................................... 187
What is Migrated? ......................................................................................................................................... 187
Download the Utility ..................................................................................................................................... 187
Export the CAD configuration using the Utility ............................................................................................... 188
Importing the CAD configuration to Finesse using the Utility ......................................................................... 191
Appendix B Technical Reference Documents .......................................................................................... 192
CAD to Finesse Migration .................................................................................................................................. 192
Scripting with Unified Contact Center Express 11 ............................................................................................. 192
Provisioning the Chat and Email Subsystem ..................................................................................................... 192
Reporting System Technical Reference ............................................................................................................. 192
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Lab Workflow
Modular Approach
The lab consists of a series of five modules, each of which is designed to require between 45 to 60 minutes. All modules are
designed to operate independently so that students with limited time may choose those topics most important to a personalized
professional development approach.
NOTE: Modules may be completed in any order desired. The greatest learning benefit will be realized when approached in
sequential order and through completion of each activity.
Module 1: Cisco Agent Desktop (CAD) to Finesse Migration
Module 2: Advanced Unified CCX Scripting Techniques
Module 3: Finesse Agent Email and Unified CCX WebChat Provisioning
Module 4: Finesse Gadget Creation and Customization Tutorial
Module 5: Cisco Unified Intelligence Center Report Customization and Creation
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Lab Requirements
The table below outlines the requirements for this preconfigured lab activity.
Table 1. Lab Requirements
Required Optional
Laptop with Cisco AnyConnect None

Mobile or Office Telephone with Domestic Long Distance Capability
Lab Configuration
This lab contains preconfigured users and components to illustrate the scripted scenarios and features of this solution. All
information needed to access the lab components is in the Topology and Servers menus of your active session.
Topology Menu. Click on any server in the topology and a popup window will appear with available server options.
Servers Menu. Click on or next to any server name to display the available server options and credentials.
Table 2. Preconfigured User Information
User Name User ID Password Endpoint Devices Phone Email/Directory URI
Charles Holland cholland C1sco12345 Cisco Jabber for Windows 6018 cholland@dcloud.cisco.com
Anita Perez aperez C1sco12345 Cisco Jabber for Windows 6017 aperez@dcloud.cisco.com
Lab Topology
This demonstration includes several server virtual machines. Most of the servers are fully configurable using the administrative
level account. Administrative account details are included in the lab guide steps where relevant and in the server details table.
Figure 1. Lab Topology Overview
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Table 3. Server Details
Name Description Host Name (FQDN) IP Address Username Password
UCCX1 Unified Contact Center Express 10.6(1)SU1 uccx1.dcloud.cisco.com 198.18.133.19 ccxadministrator dCloud123!
UCCX2 Unified Contact Center Express 11.0.1 uccx2.dcloud.cisco.com 198.18.133.20 ccxadministrator dCloud123!
CCX-SM1 Cisco Social Miner 11.0 ccx-sm1.dcloud.cisco.com 198.18.133.21 administrator dCloud123!
CUIC1 Unified Intelligence Center Premium 11 cuic1.dcloud.cisco.com 198.18.133.22 administrator dCloud123!
UCM1 Communications Manager 11.0 (Call Control) ucm1.dcloud.cisco.com 198.18.133.3 administrator dCloud123!
IMP1 IM & Presence 11.0 (Presence and Chat) cup1.dcloud.cisco.com 198.18.133.4 administrator dCloud123!
CUC1 Unity Connection 11.0 (Voicemail) cuc1.dcloud.cisco.com 198.18.133.5 administrator dCloud123!
AD1 Active Directory, DNS, ADFS2.0 ad1.dcloud.cisco.com 198.18.133.1 administrator C1sco12345
Exchange Exchange 2010 mail1.dcloud.cisco.com 198.18.133.2 administrator C1sco12345

Workstation 1 Windows 7 wkst1.dcloud.cisco.com 198.18.133.36 cholland C1sco12345
Workstation 2 Windows 7 wkst2.dcloud.cisco.com 198.18.133.37 aperez C1sco12345
NOTE: Two passwords are used throughout this lab. Password1 (dCloud123!) is used across all Cisco Collaboration components
and Linux hosts. Password2 (C1sco12345) is used for all Microsoft Active Directory accounts including administrative, service, and
demonstration accounts. This applies to both Platform and Administrative user accounts within Cisco Collaboration Applications.
Applications and Versions

The Table below provides details on the software components used in this Lab.
Table 1. Software Versions
Software Description Version Installed
Cisco Unified Communications Manager 11.0.1.10000-10
Cisco Unified IM and Presence Service 11.0.1.10000-6

Cisco Unified Contact Center Express 11.x 11.0.1.10000-75
Cisco Unified Contact Center Express 10.6 10.6.1.11001-31

Cisco Social Miner 11.0.1.10000-36
Cisco Unified Intelligence Center Premium 11.0.1.10000-107
Cisco Unity Connection 11.0.1.10000-10

Microsoft Windows Server (AD, DNS, IIS) Microsoft Windows Server 2008 R2 with Hotfix 3
Microsoft Exchange Microsoft Exchange 2010
External DNS server Microsoft Windows Server 2008 R2
Mail Server Microsoft Windows Server 2008 R2 with Exchange 2010
Demonstration Workstations Microsoft Windows 7
Cisco Jabber for Windows 11.x
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Lab Pre-Configuration
In order to save time, certain elements of this lab have been pre-configured in advance to provide a baseline starting point. Please
review this section before proceeding to the first configuration activity.
Unified Contact Center Express 10.6
This lab focuses primarily on feature configuration using Unified Contact Center Express (UCCX) version 11.0.1, however to
illustrate the Cisco Agent Desktop (CAD) to Finesse migration process a standalone instance of Unified Contact Center Express
10.6(1) SU1 mirroring the Team, Users, Skills, CSQs and other fundamental configuration elements of the version 11.0.1 host has
been implemented.
Dial Plan
Basic Class of Control elements are pre-defined as follows:
Table 2. Partitions
Partition Description
ALL-DN-PT Collaboration Specialist Training DN Partition
ALL-URI-PT Collaboration Specialist Training URI Partition
Table 3. Calling Search Spaces
Calling Search Space Partitions
CST-DN-PT ALL-DN-PT, ALL-URI-PT, (All System Generated Partitions)
Certificate Management and DNS Resolution
All components of this Lab environment are provisioned with SSL certificates signed by a Microsoft Windows Server 2008
Certificate Services server running on ad1.dcloud.cisco.com. Workstations used for configuration and demonstration are
provisioned to trust ad1.dcloud.cisco.com as a Trusted CA.
In addition, all Collaboration systems used in this lab are configured with Fully Qualified Domain Names and each is resolvable via
hostname lookup.
Cisco Jabber
Cisco Jabber is used exclusively for all UCCX Agent telephony functions.
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Get Started
Follow the steps below to schedule your demonstration and configure your demonstration environment.
1. Browse to dcloud.cisco.com, choose the location closest to you, and then log in with your Cisco.com credentials.
2. Schedule a session. [Show Me How]
3. Test your connection. [Show Me How]
4. Verify that the status of your session is Active in My Dashboard > My Sessions.
NOTE: It may take up to 30 minutes for your session to become active.
5. Click View to open the active session.
1. For best performance, connect to the workstation with Cisco AnyConnect VPN [Show Me How] and the local RDP client on
your laptop [Show Me How]
Workstation 1: 198.18.133.36, Username: dcloud\cholland, Password: C1sco12345
NOTE: You can also connect to the workstation using the Cisco dCloud Remote Desktop client [Show Me How]. The dCloud
Remote Desktop client works best for accessing an active session with minimal interaction. However, many users experience
connection and performance issues with this method.
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Lab Orientation
NOTE: Read and Complete the Activities in this section before proceeding. Connections to lab hosts require an active
connection to the assigned Lab session via the Cisco AnyConnect VPN Client.
Connecting to Required Resources

Introduction
The student will be using a series of Remote Desktop Protocol (RDP) sessions to Microsoft Windows workstations and servers in
order to complete the following:
Access Administrative Interfaces for Configuration
Interact with the Unified CCX Applications and Tools used in this lab
Test features and functionality
In this activity, the student will configure and connect the RDP sessions required and referenced throughout the lab.
NOTE: Connections to lab hosts require an active connection to the assigned session through the Cisco AnyConnect VPN Client.
The table below identifies the hosts, use cases, and credentials required when connecting.
Name Use Case Host Name (FQDN) IP Address Domain\Username Password
Workstation 1 Primary Configuration Workspace, wkst1.dcloud.cisco.com 198.18.133.36 dcloud\cholland C1sco12345

Demonstration User Charles Holland
Workstation 2 Demonstration User Anita Perez wkst2.dcloud.cisco.com 198.18.133.37 dcloud\aperez C1sco12345
AD1 Active Directory, DNS, IIS ad1.dcloud.cisco.com 198.18.133.1 dcloud\administrator C1sco12345
Throughout this guide, steps will instruct the student to Open or Switch to the RDP session connected to one of the hosts
referenced above. These statements always reference the FQDN of the host accompanied at times by contextual information. All
FQDNs should be resolvable directly from the student workstation (while connected to session via VPN - required), however IP
addresses may be used as well.
Host Reference and Use Cases
wkst1.dcloud.cisco.com (Workstation 1):
o Lab User Assignment: Charles Holland
Windows Logon Account: cholland
Windows Logon Domain: dcloud
Windows Logon Password: C1sco12345
o Use Cases: Workstation 1 is the primary anchor point for configuration activities in addition to hosting the Cisco
Supervisor Desktop client for lab user Charles Holland
wkst2.dcloud.cisco.com (Workstation 2):
o Lab User Assignment: Anita Perez
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Windows Logon Account: aperez
o Use Cases: Workstation 2 is assigned to lab user Anita Perez. Workstation 2 is used only for demonstration and
testing of features
ad1.dcloud.cisco.com (Workstation 2):
o Lab User Assignment: Administrator
Windows Logon Account: administrator
o Use Cases: AD1 is used as part of Module 3 in order to host the Web Form for Unified CCX WebChat.
Create and Connect RDP Sessions
NOTE: These Steps will be repeated for each host specified, until an active connection has been created for each.
From the Students personal computer:
1. Click Start > All Programs > Accessories > Remote Desktop Connection.
2. Click Options.
3. Choose the Local Resources tab.
4. Click Settings, under Remote audio.
5. Choose Play on this computer and Do Not Record.
Figure 2. Audio Playback
6. Click OK.
7. Click the Experience tab.
8. Choose LAN (10Mbps or higher) from the connection speed menu.
Figure 3. LAN Connection Speed
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9. Click the General tab and fill in the Computer and Username fields based on the table below, according to the host to which
you are connecting:
Table 4. RDP Connection Settings
WKST1 WKST2 AD1
Computer: wkst1.dcloud.cisco.com or wkst2.dcloud.cisco.com ad1.dcloud.cisco.com

198.18.133.36 or 198.18.133.37 or 198.18.133.1
Username: dcloud\cholland dcloud\aperez dcloud\administrator
10. Click Allow me to save credentials.
11. (Optional) Click Save and use the Save As file dialog to name and save the session definition to your computer.
Figure 4. Saving Session Settings
12. Click Connect.
13. When prompted, enter the Password: C1sco12345 and click Remember my credentials.
14. Click OK.
15. Acknowledge any warnings to proceed.
16. Repeat Steps 1-15 for each Host listed in table 3.
Activity Complete
This activity is complete when the student has three active RDP sessions to the hosts listed in the table above.
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Module 1: Cisco Agent Desktop (CAD) to Finesse Migration

ATTENTION: Students MUST complete the activities Connecting to Your Session and Lab Orientation prior to working on this lab
module. This ensures an active Cisco AnyConnect VPN session to your assigned lab session and active RDP connections to
wkst1.dcloud.cisco.com, wkst2.dcloud.cisco.com, and ad1.dcloud.cisco.com.
Module Overview
In this Module, we will explore the process for migrating a team of Unified CCX Agents and Supervisors who are using the Cisco
Agent and Supervisor Desktop applications to Cisco Finesse. This is a common situation for existing CCX installations, and is
required prior to upgrading to Unified Contact Center Express 11, which no longer maintains support for the CAD/CSD client
applications. In order to maintain consistency of service, CAD workflows and configuration elements must be migrated to Finesse
prior to an upgrade to Unified CCX 11.
What is Cisco Finesse?
Finesse is a browser based Single Customizable Desktop Interface for both Agents and Supervisors. The interface is a compilation
of customizable tables for various desktop layouts. It allows the Agent to change their state and interact with CRMs, 3rd Party
tools, Recording or reporting via customizable Gadgets.
Figure 5. Cisco Finesse Desktop
Cisco Finesse can use third Party Gadgets to imbed applications into its interface or using REST API imbed the Finesses API into
a customers own application.
Gadgets use existing web standards:
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XML to define metadata
HTML for markup
JavaScript for interactivity
CSS for presentation
Follow OpenSocial Gadget specification (Metadata storage and Content)
CAD and Finesse Mixed Mode Operation
Mixed mode operation can be summarized as a situation in which at least one team(s) of Unified Contact Center Express
Agents/Supervisors are leveraging the CAD and CSD client tools to log in and accept ACD calls, while Cisco Finesse Desktop
services have been activated on the Unified CCX server or HA cluster.
Mixed mode operation is intended to facilitate Agent migration to the Cisco Finesse Desktop and first became available with
Unified CCX release 10.6(1). It requires the application of a Cisco Options Package to enable the functionality. With the
subsequent release of Unified CCX 10.6(1) SU1, the Cisco Options Package is no longer required (or available) and mixed mode
capability is included in the release.
NOTE: In order to run in Mixed Mode you must upgrade to Unified Contact Center Express 10.6(1)SU1 or greater.
Mixed Mode Functional Caveats
When CAD Finesse Mixed Mode operation is enabled, the following functional caveats must be observed:
The Agent Web Chat feature is ONLY available when using Cisco Finesse Desktop.
The Agent E-mail feature is ONLY available when using Cisco Finesse Desktop.
Cisco Finesse supervisors CANNOT access recordings previously made with CAD or CSD. It is recommended to archive
the recordings made with CAD and CSD.
Because of these functional limitations when operating in mixed mode it is imperative that certain guidelines be followed when
enabling this mode of operation with the intention of migrating from CAD to Finesse.
CAD to Finesse Recommended Approach
A team is defined as one or more supervisors managing a group of agents receiving contacts from one or more Contact Service
Queues (CSQs).
Agents and supervisors should be migrated by team where all agents and supervisors within a single team use either
Finesse or CAD/CSD exclusively. Supervisors logged into CSD CANNOT manage agents logged into Finesse and
reverse is also true.
Prior to migration of a team, Cisco Finesse workflows matching those functional capabilities of the CAD workflow should
be created.
Move all Agents who handle Chat and Email to Finesse at the same time and as soon as possible after enabling Finesse
services. These functions will only be available when using the Finesse desktop.
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Module Objectives
In this module, we will migrate the Customer Service agent team currently using the Cisco Agent Desktop and Cisco
Supervisor Desktop to Cisco Finesse by performing the following tasks:
Review the Unified CCX identifying active Teams and CAD workflows to be migrated to Cisco Finesse
Test current inbound call routing and CAD voice workflow and observe results
Activate Finesse Services
Use the Finesse Desktop Administration interface to configure required Workflows
Complete Finesse Migration
Test inbound call routing and workflow after Finesse Migration
Unified CCX 10.6(1) Configuration Review

Unified Contact Center Express 10.6(1) SU1 has been installed and provisioned with active agents and teams as part of this lab
exercise. The following tables define the basic configuration of the system as part of the lab pre-configuration.
Table 5. Configured Teams
Name Primary Supervisor Agents Assigned CSQs Assigned
Customer Service Charles Holland Anita Perez, Charles Holland CustomerService_Voice
Product Support Shannelle Macks Shannelle Macks ProductSupport_Voice
Table 6. Primary Demonstration Users
Name Use Case IPCC Ext Login ID Password
Charles Holland Acts as both a Supervisor and Agent for the 6018 cholland C1sco12345
Customer Service Team
Anita Perez Acts as the primary Agent for the Customer Service 6017 Aperez C1sco12345
team
Shannelle Macks Supervisor and Agent for Product Support (not used for 6019 smacks C1sco12345
feature demonstration)
Table 7. Contact Service Queues (CSQs)
Name Use Case Skill Name Skill Level
CustomerService_Voice Voice Contact CSQ for Customer Service Minimum - 5

Customer Service Calls
ProductSupport_Voice Voice Contact CSQ for Product Support Minimum - 5

Product Support
Confirm RmCm Configuration
1. Open or bring focus to the RDP session connected to wkst1.dcloud.cisco.com (Charles Holland).
Cisco dCloud
2. Launch Mozilla Firefox by clicking on the shortcut in the task bar [ ].
3. From the homepage, navigate to Collaboration Admin Links > Cisco Unified CCX 10.6.
Figure 6. Unified CCX Admin Web Link
4. Click the Cisco Unified Contact Center Express Administration hyperlink.
5. Log in to Unified CCX as administrator with password: dCloud123!.
6. From the menu, choose Subsystems > RmCm > Teams.
Figure 7. RmCM > Teams
7. Observe the entries for both Customer Service and Product Support.
Figure 8. Configured Teams
8. Click the hyperlink for Customer Service.
Cisco dCloud
9. Confirm that the configuration matches the graphic below:
Figure 9. Team Configuration
10. From the menu, choose Subsystems > RmCm > Resources.
11. Confirm that the list of Resources matches the list below.
Figure 10. Resources
12. From the menu, choose Subsystems > RmCm > Contact Service Queues.
Figure 11. RmCM > Contact Service Queues
13. Confirm that the CSQs provisioned match the graphic below:
Figure 12. Contact Service Queues
Enterprise Data and Workflow Assignments
In a Unified CCX deployment using the legacy Cisco Agent Desktop (CAD) tool, we must access and navigate the Cisco
Desktop Administrator web interface to identify certain components of the voice contact workflow including:
Call Variable Data captured through the execution of a Unified CCX application script
Cisco dCloud
Data Fields presented to an agent
Workflow groups assigned to Unified CCX agents
1. Use the menu in the upper right of the Unified CCX Administration page to choose Cisco Desktop Administrator.
Figure 13. Choose Cisco Desktop Administration
2. Click Go.
3. From the navigation pane on the left, click the + (plus sign) next to the Services Configuration label.
4. Expand Enterprise Data by clicking the + (plus sign) directly to the left of the label.
5. Click the hyperlink for Fields.
Figure 14. Enterprise Data Fields Link
6. Locate the Search For filter and type Call V. Click Find.
Figure 15. Search String
7. The following Custom Call Variables (also referred to as Peripheral Call Variables in the UCCX Script editor), are being
written for each incoming call:
Call Variable 1 The type of customer inquiry represented by a string of text is stored and set in this variable. This data
is both written to the CCX database and presented to the Customer Service agent. Possible options are:
o New Order
o Existing Order
o Other
Call Variable 2 The Unified CCX Script captures the Calling Number (ANI) of the incoming voice contact and the data
is both recorded in this variable and presented to the Customer Service agent.
Figure 16. Configured Call Variables
Cisco dCloud
NOTE: A full analysis of the data collected during Unified CCX application script execution and how certain data elements are
associated with a contact is part of Module 2: Advanced Unified CCX Scripting Techniques.
8. From the navigation pane on the left, click the + (plus sign) next to the Personnel label.
9. Click the hyperlink for Agents.
Figure 17. Agents Link
10. Confirm that both Charles Holland and Anita Perez are assigned to the Customer Service Workflow Group. This is how a
CAD Workflow configuration is applied to a Unified CCX Agent.
Figure 18. Agent Workflow Assignments
Review CAD Workflows
Next, we will use the Cisco Desktop Administrator application to review the assigned Workflow Configuration identified in the
previous step. Of particular importance will be the following:
Reason Codes for Logout and Not Ready
Phone Books
Voice Contact Work Flow Actions (Macros) applied to members of the Customer Service team. These items will need
to be replicated as Cisco Finesse workflows.
1. Launch the Cisco Desktop Administrator utility by clicking on the icon in the taskbar of wkst1.dcloud.cisco.com.
Figure 19. Desktop Administrator Icon
Cisco dCloud
2. Use the Left hand navigation pane to expand Call Center 1 > Work Flow Configuration > Work Flow Groups > Customer
Service. Click Reason Codes.
Figure 20. Reason Codes Navigation
3. Observe that the following Reason Codes are assigned to the Logout function:
100 End Of Shift and 101 Lunch
Figure 21. Logout Codes
4. Click the Not Ready tab to review the assigned reasoned codes.
5. Confirm that the following Reason Codes are assigned to the Not Ready function:
102 Break and 103 Training
Figure 22. Not Ready Codes
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6. Review the configured Phone Book for this Workflow Group by clicking the Phone Book menu option from the menu tree.
7. Click Edit to review the current Phone Book.
Figure 23. Phone Book
8. As part of the Cisco Agent Desktop to Cisco Finesse migration process, any provisioned Phone Books should be
Exported as CSV files for later import into the Cisco Finesse Desktop Administration portal. Click Export.
9. From the Export Phonebook dialog, click Browse to a Different Folder.
10. Navigate to Desktop\CCX-Enablement\Module1and click Open.
11. Click OK to complete the export.
Figure 24. Phone Book Export Parameters
12. Click OK to close the Phone Book Editor.
13. From the left hand navigation pane expand CAD Agent and choose Voice Contact Work Flows.
Figure 25. Contact Work Flow Navigation
Cisco dCloud
14. Choose Default and click Edit.
Figure 26. Choose Default
15. From the Voice Contact Work Flow configuration editor, choose the entry for Answered under Events.
16. Under Rules highlight CallAnswered, and then choose Finesse Sample Gadgets.
Figure 27. Choose Rule to Edit
17. Click Edit to view the actions associated with this rule.
18. Notice that this is a simple HTTP Get Action, the result of which is pushed to the main browser window of the Cisco Agent
Desktop. When a call is Answered by an agent, the integrated CAD browser will redirect to the Cisco Finesse Sample
Gadgets page hosted on Cisco DevNet.
Figure 28. Edit Rule Action
19. The URL to which the browser is redirected is a concatenation of Protocol, Host, and Path. In our case:
https://developer.cisco.com/site/finesse/downloads/sample-gadgets.
20. Click Cancel to exit the HTTP Action Setup configuration dialog.
21. Close the Cisco Desktop Workflow Administrator application by clicking the X in the upper right-hand corner of the window.
Cisco dCloud
Verify Operation of CAD and Supervisor Desktop

We have reviewed the baseline configuration of Resources, Teams, and Workflows for the Customer Service team. Our next
objective will be to test both the CSD and CAD tools and validate expected operation of the configured workflow.
Launch and Log in to the Cisco Supervisor Desktop
1. From the desktop of wkst1.dcloud.cisco.com, launch the Cisco Supervisor Desktop application by clicking on the icon in
the taskbar.
Figure 29. Launch Supervisor Desktop
2. If prompted regarding an incompatible JRE version for agent e-mail, click No.
3. In the Log in field type cholland. In the Password field, type C1sco12345.
4. Click OK.
5. Acknowledge the message regarding Call Intervention by clicking OK when prompted.
6. From the Select Team drop down menu, choose Customer Service.
7. Note that there are currently no agents actively logged in and taking calls.
Figure 30. Choose Agents
Launch and Log in to the Cisco Agent Desktop
8. Switch to the RDP session connected to wkst2.dcloud.cisco.com (Anita Perez).
9. Launch the Cisco Agent Desktop application by clicking on the icon in the Windows taskbar.
Figure 31. Launch Agent Desktop
NOTE: Cisco Jabber is used exclusively as the agent telephony endpoint for these lab exercises. Jabber is already running on
both wkst1.dcloud.cisco.com and wkst2.dcloud.cisco.com and is configured to launch and authenticate at Windows Login.
Cisco dCloud
10. Log in using the following details:
ID: aperez
Password: C1sco12345
Extension: 6017
Figure 32. Log in to Agent Desktop
11. Click OK.
12. Confirm that log in is successful and that Cisco Agent Desktop indicates that it is in Full Service and Anita Perez is in the
Not Ready state by default.
Figure 33. Cisco Agent Desktop
13. Observe that the CAD integrated browser tab is configured to use www.google.com as the start page.
14. Transition Anita Perez to a Ready state by clicking the associated icon on the CAD menu bar.
Figure 34. Transition to Ready
15. Confirm that the Cisco Agent Desktop status is Ready.
Cisco dCloud
16. Switch to the RDP session connected to wkst1.dcloud.cisco.com (Charles Holland).
17. If necessary, bring the Cisco Supervisor Desktop application into focus.
18. Click the + (plus sign) to the left of Agents in the navigation pane on the bottom left. Observe that Anita Perez is now logged
in and in a Ready state.
Figure 35. Expand Agent View
Place a Test Call to the Customer Service Unified CCX Script Application
Next, we will place a test call to verify operation of the CAD application and the results of the configured Cisco Agent Desktop
workflow reviewed earlier. You may either use the Cisco Jabber client on wkst1.dcloud.cisco.com or dial through the PSTN
directly.
NOTE: The preferred method of UCCX script testing is via dial-in from the PSTN. This is to ensure clearer prompt playout and
higher overall call quality.
1. Locate the Session Details tab for your lab session in dCloud. This will list the automatically assigned DIDs for the session
and the Directory Number (DN) to which to the DID corresponds. In this case, you should locate the DID associated with
Directory Number 7800. Consult the graphic below for reference.
Figure 36. Locate DN 7800 under Session DIDs
2. From a telephone with long distance dialing capability, dial the DID listed. In the example above (Figure 36) the number would
be +1(919) 474-5520.
3. Alternatively, from the Cisco Jabber client on wkst1.dcloud.cisco.com(Charles Holland) type: 7800 into the Call or Search
field and press Enter or click the green call button.
Figure 37. Call from Cisco Jabber
4. You will be prompted with the following menu choices:
Cisco dCloud
For new orders, press 1.
For questions regarding an existing order, press 2.
For all other inquiries, press 3.
5. Press 1 on the telephone or Cisco Jabber keypad to continue. Based on the menu option you choose the icd.aef script sets
the value of the strInquiryType String variable to New Order.
6. Switch to the RDP session connected to wkst2.dcloud.cisco.com (Anita Perez) in order to answer the incoming call.
7. Click the Answer/Drop button on the Cisco Agent Desktop menu bar to answer the call.
Figure 38. Use CAD to Answer the Call
8. Observe that the following call data is passed to the CAD client and that the integrated browser has performed a redirect to
the Finesse sample gadgets page on Cisco DevNet.
Inquiry Type: New Order
Calling Number: (your originating calling number)
Figure 39. Cisco Agent Desktop with Workflow Elements
Cisco dCloud
NOTE: Recall that in our configuration review we identified that Call Variable 1 is programmed to hold the value for Inquiry Type.
This is achieved by using a Set Enterprise Call Info step from within the Unified CCX Script Palette and setting that value equal to
the contents of the strInquiryType variable. Module 2 Advanced Unified CCX Scripting Techniques, provided detailed coverage
of this topic.
9. If the results of the test call are similar to those displayed in the graphic above then we have successfully confirmed the action
of the Unified CCX script application, parsing of call variables, and the expected behavior of the configured Cisco Agent
Desktop workflow actions associated with the workflow group is matched.
10. Hang up the active phone call.
This concludes the CAD/CSD validation activity.
Cisco dCloud
Enabling CAD and Cisco Finesse Mixed Mode Operation

In the previous activities we validated the current CAD/CSD workflow configuration of the Customer Service team currently
configured on our Unified CCX 10.6(1)SU1 instance. We performed functional testing of the Cisco Agent and Cisco Supervisor
Desktop applications to confirm operation of the tools and configured desktop workflows.
At this point, we are ready to activate Cisco Finesse services and enter Mixed Mode operation in preparation to migrate the
Customer Service team from CAD/CSD to Cisco Finesse.
Confirm Status of Cisco Finesse Services
In Unified CCX version 10.6(1) and earlier, Finesse services must be explicitly enabled by a system administrator. This process
requires authentication using the platform administrator account and access to the Unified CCX CLI interface.
1. Switch focus to the RDP session connected to wkst1.dcloud.cisco.com (Charles Holland).
2. If the Cisco Supervisor Desktop is in focus, minimize it at this time.
3. Launch the PuTTY terminal emulator by clicking the icon [ ] in the windows taskbar.
4. Highlight the entry for uccx1 and click Load.
Figure 40. Choose Session and Load
5. Click Open.
6. Log in with username administrator and password dCloud123!.
7. Type the following command followed by the Enter key to validate that Cisco Finesse is currently deactivated:
utils service list
8. Ensure that the status of the Cisco Finesse Tomcat service is [STOPPED] Service Not Activated.
Figure 41. Service Status
Cisco dCloud
Activate Cisco Finesse Services
9. Activate Cisco Finesse by typing the following command followed by the Enter key.
utils uccx finesse activate
10. When prompted: Do you want to proceed? Type yes and press the Enter key.
11. The Cisco Finesse activation process will commence. You should be prompted as below.
Figure 42. Confirm Activation Request
NOTE: It may take several minutes for Cisco Finesse activation to complete.
12. Once complete, a message indicating successful activation and the requirement to reboot the Unified CCX server will be
displayed.
Figure 43. Confirm Activation
13. To finalize the Cisco Finesse activation, reboot the node by typing the following command:
utils system restart
14. Type yes when prompted to proceed.
15. After system shutdown, the active PuTTY session will be disconnected. Acknowledge any messages displayed and close the
PuTTY window.
16. Wait at least 5 minutes before proceeding to the next section.
Confirm Finesse Service Activation
1. Launch the PuTTY terminal emulator by clicking the icon in the windows taskbar.
3. Click Open to launch the CLI session.
4. Log in with the username administrator and password dCloud123!.
5. Type the following command followed by the Enter key to list the state of all services with pagination to ensure that Cisco
Finesse has been activated:
utils service list page
Cisco dCloud
6. Press the Space Bar key to scroll through installed services until you see the entry for Cisco Finesse Tomcat.
7. Ensure that the status of the Cisco Finesse Tomcat service is [STARTED].
Figure 44. Confirm Service State
8. Close the PuTTY application and acknowledge the prompt to complete the exit process.
9. An additional validation check for the successful activation of Cisco Finesse can be performed using a web browser. Switch
application focus to Mozilla Firefox and open a new tab.
10. Type or paste the following URI into the browser window:
https://uccx1.dcloud.cisco.com:8445/finesse/api/SystemInfo
The browser will render an XML configuration file as demonstrated in the graphic below. Confirm that the status element is
populated as follows: <status>IN_SERVICE</status>.
Figure 45. Confirm Finesse Service Activation
11. Congratulations, Cisco Finesse is activated and Unified CCX is operating in Mixed Mode.
Cisco dCloud
Configure the Customer Service Workflow in Cisco Finesse

Now that Cisco Finesse services are activated, the Unified CCX cluster is operating in Mixed Mode. In essence, the concurrent
operation of both CAD/CSD clients and the Cisco Finesse Desktop are both supported.
In order to complete the migration of the Customer Service team, a corresponding workflow in Cisco Finesse matching the
existing workflow in CAD must be configured to allow continuity of service through the migration process.
Finesse Administration Overview
The Finesse Administrator builds the layout of the Finesse desktop, customizing it to provide Agents with all the necessary tools
at their fingertips. Finesse Administrator is used for Defining Call Variables, Desktop layouts, populating Phonebooks, defining
Reason Codes, Team Resources and finally Team Workflows.
Call Variables: Determine how call variables are set during Unified CCX script execution will appear in the Agent Desktop view.
You may define one Call Variable in the Call Header Layout and up to 20 in the two columns below the header.
Desktop Layout: Gadgets and Tabs are defined and uploaded to the Gadget repository.
NOTE: Module 4 Gadget Creation and Customization Tutorial explores in detail the feature and function of Finesse Gadgets
and how to customize and implement them within the Finesse Desktop Layout.
Phone Books: Administrators have the ability to create a single phone book for a single team or for all agents. These phone books
can be populated either via the Gadget or through CSV import. CSV export is also possible for backing up, updating an existing
phone book or creating a new phone book. Be aware of the following maximums:
Maximum 10 global phone books
Maximum 50 team phone books
Maximum of 1500 contacts
Reason Codes: Admins can View, Add, Edit, and/or Delete reason codes on a global or team specific basis. Any changes or
additions take three (3) seconds to take effect and any logged in Agents must logout and log in again to see the changes.
Access Cisco Finesse Administration
1. From any tab of the Mozilla Firefox browser, click the Mozilla Firefox Start Page icon [ ].
Cisco dCloud
4. From the Navigation drop-down menu choose Cisco Finesse Administration and click Go.
Figure 47. Navigate to Cisco Finesse Administration
NOTE: You can access Finesse Administration using the following URI directly: https://uccx1.dcloud.cisco.com:8445/cfadmin.
5. Log in to Cisco Finesse Administration with ID: administrator and Password: dCloud123!
6. Click Sign In.
Figure 48. Log in to Cisco Finesse Administration
Modify Call Variables Layout
Call Variables are used to display extra information to Agents on an accepted call. Displayed in three areas of the Manage Call
gadget on the Agents Finesse desktop, these can include but are not limited to Account numbers or a Callers Name. Both
columns, Call Body Left-Hand and Call Body Right-Hand, may be empty if desired.
Display Name: A label that describes the data expected to be contained in the variable. For example: Inquiry Type
Variabe: The name of a Unified CCX custom call variable (Peripheral Call Variable) or a user defined Extended Call
Control (ECC) variable.
Variables can be added or deleted based on the customer use case. There is a maximum limit of 10 variables configurable per
column. Once this maximum is reached, the Add Row button is disabled for that respective column.
We will now modify the default Call Variables layout to reflect the call data collected by our deployed Unified CCX script
application and presented via the CAD. Our goal is to match the current Agent experience as closely as possible.
1. Modify the Call Variables Layout from the default by deleting any unused variables from the Call Body Left-Hand Column
and Call Body Right-Hand Column layouts, leaving two variables in each.
2. Change the Display Name of the Call Header Layout to Inquiry Type. Use the drop-down menu to choose callVariable1
and set it as the value of the Variable field.
3. Change the Display Name of the first listed variable in the Call Body Left-Hand Column to Inquiry Type. Use the drop-
down menu to choose callVariable1 and set it as the value of the Variable field.
4. Change the Display Name of the second listed variable in the Call Body Left-Hand Column to Calling Number. Use the
drop-down menu to choose callVariable2 and set it as the value of the Variable field.
Cisco dCloud
5. Your configuration should match the graphic below:
Figure 49. Cisco Finesse Administration Web Page
6. Click Save. A message indicating Successfully saved settings is displayed in the upper right-hand corner of the page.
Desktop Layout
The Desktop Layout configuration determines what the Agents Finesse client will display. This includes how to answer an
incoming call, record a call, and connect to any CRM integrations. Each functional element is called a Gadget. From this location,
the default behavior of the Cisco Finesse Desktop is defined. Changes to the default layout take 10 seconds to take effect. Any
agents / supervisors signed in must sign out and sign back in again to see the new changes. Changes are made in the Finesse
Layout XML area. Finesse will validate the XML file to ensure that it is valid XML syntax and conforms to the Finesse schema.
We will go into further depth regarding the configuration of Finesse Gadgets and modification to the default Finesse layout in
Module 4 Finesse Gadget Customization Tutorial.
NOTE: The Cisco Finesse Agent and Supervisor Layouts remain the default which disables all references to WebChat and Agent
Email gadgets. This is because Unified CCX WebChat and Finesse Agent Email provisioning are covered in Module 3.
No modification to the Desktop Layout is necessary for this lab exercise.
Add Phone Book
Recall that during the validation activity we observed a Phone Book currently in use by the Customer Service team. As part of our
Cisco Desktop Administrator workflow configuration review, we exported the existing Phone book to a CSV file. In this exercise,
we will create a new Phone Book entry and populate it using an import from the CSV file saved earlier.
1. Click the hyperlink for Phone Books on the Cisco Finesse Administration webpage.
Figure 50. Choose Phone Books
Cisco dCloud
2. Click the New button.
3. In the Name field, type Customer Service. From the Assign To drop-down menu, choose Teams. This will create a new
entry for a Phone Book that will be assigned to a particular agent team.
4. Click Save.
Figure 51. Create New Phone Book
5. Click the Customer Service phone book to highlight it. This will open a list of contacts enabling an option to Import.
6. Click the Import button in the bottom right of the page.
7. In the Import Contacts dialog, click the Browse button to launch a file explorer where the previously saved CSV file may be
selected.
Figure 52. Browse for Contacts to Import
8. Browse to Desktop\CCX-Enablement\Module1 and choose the file Customer Service.csv.
Figure 53. Choose Customer Service.csv
9. Click Open.
10. Click OK at the Import Contacts dialog to complete the import.
Cisco dCloud
11. The Contact List should be immediately populated as follows:
Figure 54. Contact List After Import
Configure Reason Codes
In this exercise, we will add Reason Codes to Cisco Finesse that match those in use in the current Cisco Agent Desktop team
workflow. These Reasons will be assigned as resources available to members of the Customer Service agent team.
The table below identifies the Reason Codes to be added:
Table 8. Logout and Not Ready Reason Codes
Reason Label Reason Code Global? Usage
End Of Shift 100 No Logout
Lunch 101 No Logout
Break 102 No Not Ready
Training 103 No Not Ready
1. Click the hyperlink for Reasons on the Cisco Finesse Administration web page main menu.
2. Under the heading Manage Reason Codes (Not Ready), click the New button.
3. Enter the following information to add the Break reason code:
Table 9. Reason Code Break
Setting Input
Reason Label Break
Reason Code 102
Global Un-Checked
4. Click Save.
5. Under the heading Manage Reason Codes (Not Ready), click the New button.
6. Enter the following information to add the Training reason code:
Table 10. Reason Code Training
Setting Input
Reason Label Training
Reason Code 103
Global Un-Checked
Cisco dCloud
7. Click Save.
Figure 55. Not Ready Reason Codes
8. Under the heading Manage Reason Codes (Sign Out), click the New button.
9. Enter the following information to add the End Of Shift reason code:
Table 11. Reason Code End Of Shift
Setting Input
Reason Label End Of Shift
Reason Code 100
Global Un-Checked
10. Click Save.
11. Under the heading Manage Reason Codes (Sign Out), click the New button.
12. Enter the following information to add the Lunch reason code:
Table 12. Reason Code Lunch
Setting Input
Reason Label Lunch
Reason Code 101
Global Un-Checked
13. Click Save.
Figure 56. Sign Out Reason Codes
Add Workflows and Actions
In this exercise, we will model a new Cisco Finesse Work Flow to match the HTTP GET action already in use by the Customer
Service agent team in CAD. This workflow will then be assigned as a Customer Service agent team resource.
1. Click the hyperlink for Workflows on the Cisco Finesse Administration webpage main menu.
Cisco dCloud
2. Under the Manage Workflow Actions heading, click the New button.
3. Under the New Action dialog, enter the following information to create a Cisco Finesse Browser Pop action.
Table 13. Browser Pop Configuration Parameters
Setting Input
Name Finesse Sample Gadgets
Type Browser Pop (Default)
Handled by Finesse Desktop (Default)
Window Name CS_Browser
Browser URL https://developer.cisco.com/site/finesse/downloads/sample-gadgets/
Figure 57. New Workflow Action
4. Click Save.
5. Under the Manage Workflows heading, click the New button.
6. Under the New Workflow dialog, enter the following information to create a Cisco Finesse workflow for the Customer
Service agent team, which matches that currently configured for CAD.
Table 14. New Workflow
Setting Input
Name Customer Service
Description CS Finesse Workflow
When to perform Actions When a Call is answered
How to apply Conditions If any Conditions are met
7. Click Add Condition.
8. From the Call Variable drop-down, choose callVariable2. From the Condition field drop-down, choose Is not Empty
9. Under the Ordered List of Actions sub-heading, click Add.
Cisco dCloud
10. From the Add Actions pop-up, choose Finesse Sample Gadgets. Click on the X to close the pop-up.
11. Confirm that the values entered match the graphic below:
Figure 58. Workflow Configuration
12. Click Save to add the Workflow.
Assigning Configured Resources to the Customer Service Team
Now that all of the Workflow related elements have been provisioned via the Cisco Finesse Administration interface, we may
assign the configured elements to the Customer Service agent team, in order to complete the migration process.
1. Click the hyperlink for Team Resources on the Cisco Finesse Administration webpage main menu.
2. Under the List of Teams heading, click Customer Service.
3. Observe that a Tabbed layout for resource assignment is visible at the bottom of the webpage.
Figure 59. Configure Team Resources
4. Click the tab labeled Phone Books.
Cisco dCloud
5. Under the List of Phone Books sub-heading, click Add.
6. From the Add Phone Books pop-up, choose Customer Service. Click on the X to close the pop-up.
Figure 60. Assign Team Phone Book
7. Click the tab labeled Reason Codes (Not Ready).
8. Under the List of Reason Codes (Not Ready) sub-heading, click Add.
9. From the Add Reason Codes (Not Ready) pop-up, click both Break and Training to add these to the List of Reason Codes
assigned. Once finished, click on the X to close the pop-up.
Figure 61. Assign Not Ready Reason Codes
10. Click the tab labeled Reason Codes (Sign Out).
11. Under the List of Reason Codes (Sign Out) sub-heading, click Add.
12. From the Add Reason Codes (Sign Out) pop-up, click both End Of Shift and Lunch to add these to the List of Reason
Codes assigned. Once finished, click on the X to close the pop-up.
Figure 62. Assign Sign Out Reason Codes
13. Click the tab labeled Workflows.
14. Under the List of Workflows sub-heading, click Add.
15. From the Add Workflow pop-up, choose Customer Service. Click on the X to close the pop-up.
Figure 63. Assign Workflows
16. Scroll to the bottom of the page and click Save to activate team resource assignment.
17. This concludes the team Workflow Configuration and assignment activity.
18. Close the Mozilla Firefox browser.
Cisco dCloud
Complete and Test Agent Team Migration

The activities completed thus far have positioned us to finalize the migration of the Customer Service agent team from CAD/CSD
to Cisco Finesse. This section covers the following topics:
Full Configuration Review of Unified CCX RmCm and CAD Workflows
Enable CAD/Finesse Mixed Mode Operation
Created a Cisco Finesse team workflow to support the Customer Service agent team.
Finalizing the process simply involves logging out of any active Cisco Supervisor and Cisco Agent Desktop application sessions
and logging in to Cisco Finesse.
Log in to Cisco Finesse Desktop
1. Switch to or maintain focus on the RDP session connected to wkst1.dcloud.cisco.com (Charles Holland).
2. Maximize the Cisco Supervisor Desktop application.
3. From the main menu, choose File > Exit.
Figure 64. Close CSD
4. Launch Mozilla Firefox by clicking on the icon in the Windows taskbar.
5. From the homepage, navigate to Collaboration User and Test Links > UCCX 10.6(1) Finesse Desktop.
Figure 65. Cisco Finesse Desktop 10.6 Web Link
6. Enter the following to log in to the Cisco Finesse Supervisor Desktop:
ID: cholland
Extension: 6018
Figure 66. Log In to Cisco Finesse
Cisco dCloud
7. Click Sign In.
8. Confirm successful log in and loading of Customer Service Agent team data (as seen in the graphic below):
Figure 67. Cisco Finesse Supervisor Desktop
NOTE: No configuration beyond specifying Supervisor permissions in Unified CCX is required to enable Supervisor functions as
well as enabling Agent functionality.
10. Bring focus the Cisco Agent Desktop application. Acknowledge any messages generated by the restart of
uccx1.dcloud.cisco.com as part of Cisco Finesse service activation by clicking OK.
11. Click the X on the application window to close the application.
12. Choose either Lunch or End of Shift as the reason code when prompted and click OK.
13. Launch Mozilla Firefox by clicking the icon in the Windows taskbar.
14. From the homepage, navigate to Collaboration User and Test Links > UCCX 10.6(1) Finesse Desktop.
15. Enter the following to log in to Cisco Finesse Agent Desktop:
ID: aperez
Extension: 6017
16. Click Sign In.
Cisco dCloud
Validate Cisco Finesse Workflow Elements
1. Click the Not Ready menu item at the top of the Cisco Finesse Agent Desktop page.
2. Observe that the Not Ready reason codes configured as part of our migration are both present.
Figure 69. Review Not Ready Reason Codes
3. Click on the Make a New Call menu heading to expand.
4. Observe that the Phone Book for Customer Service is available.
Figure 70. Phone Book Entries
5. (Optional) you may choose Charles Holland from the list and click the Call button to test dialing capabilities.
7. Transition into a Ready state by choosing Ready from the Agent State menu items.
9. Observe that Anita Perez is now listed under Team Performance in a Ready state.
10. Click on Anita Perez under the Team Performance gadget. Click the Not Ready button to force Anita Perez to transition from
Ready to Not Ready. This confirms that our Finesse Supervisory functions are active.
Figure 71. Force Agent Transition to Not Ready
Cisco dCloud
11. From a telephone with long distance dialing capability, dial the dCloud session DID mapped to Directory Number 7800
(identified earlier in this lab).
11. Press the number 1 on the telephone keypad.
14. Transition into a Ready state by choosing Ready from the Agent State menu items.
15. Click the Answer button to answer the incoming call. Observe that the Variable Layout changes to display call variable data
have been effective.
Figure 72. Observe Configured Workflow
16. Notice that the Browser Pop Workflow action configured as part of this team workflow is successful as a new tab in Mozilla
Firefox has opened to https://developer.cisco.com/site/finesse/downloads/sample-gadgets/.
Figure 73. Workflow Browser Pop Tab
17. Switch back to Cisco Finesse Desktop by clicking browser tab labeled Cisco Finesse.
18. Click the End button to hang up the active call.
Figure 74. End Call
19. Close the Browser Pop tab in Mozilla Firefox.
20. Close the Mozilla Firefox browser application.
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22. Close the Mozilla Firefox browser application.
Module 1 Conclusion
We have now successfully completed the migration of the Customer Service agent team. All agents and supervisors are using
Cisco Finesse desktop to log in and handle incoming ACD contacts, with associated team workflows migrated from CAD.
With all active teams migrated to Cisco Finesse we are ready to upgrade to Unified CCX 11.0.1, and explore new features and
functions. All remaining modules in this Lab will use a Pre-Installed Unified CCX 11.0.1 instance, which matches the workflow
items reviewed in this exercise.
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Module 2: Advanced Unified CCX Scripting Techniques

module. This ensures an active Cisco AnyConnect VPN session to your assigned Lab Session and active RDP connections to
Module Overview
Voice contact workflows are powered by a collection of pre-defined steps and call handling logic instructions referred to as scripts.
In order to work with scripts, Cisco Unified CCX provides a powerful development environment, the Cisco Unified CCX Editor.
The Cisco Unified CCX Editor is a visual programming environment for creating, modifying, validating and debugging telephony
and multimedia application scripts in a Unified CCX System.
Using this tool a developer can create highly customized and feature rich end user experiences. Out of the Box Unified Contact
Center Express 11 provides a set of purpose driven script templates which can be used as-is or modified slightly to add
enhanced feature functionality.
In this module, we will review the currently deployed Customer Service voice workflow script (icd.aef) and highlight key
components of operation. Students will then add additional functionality to inform callers in queue of their expected wait time
(EWT).
NOTE: This module assumes previous development experience with the Cisco Unified CCX Editor application and previous
exposure to the basic concepts around creating and modifying Unified CCX application scripts.
For students new to the Cisco Unified Contact Center Express Editor or interested in furthering their current knowledgebase the
following reading is highly recommended:
Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/programming/g
uide/EditorSeriesVol1.pdf
Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.0(1)
Cisco Unified Contact Center Express Expression Language Reference Guide, Release 11.0(1)
NOTE: For students wishing to skip the script development process or those who encounter difficulty following the exercise, a fully
completed and updated version of the icd.aef script can be found in the Desktop\CCX-Enablement\Student-
Resources\Module2-Completed-Script folder on Workstation 1.
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Module Objectives
In this module, we will use the Cisco Unified CCX Editor to modify the existing application script used for calls to the Customer
Service Team and enhance the caller experience using advanced script techniques.
Confirm the current caller experience when calling and executing the Customer Service application script
Launch the Cisco Unified CCX Editor 11.0(1) tool and review important interface elements
Open the current script and identify key elements that construct the current caller experience
Use the Get Reporting Statistic step from the Step Palette to collect Real-Time Queue information
With Data derived from the Result of the Get Reporting Statistic step, play a prompt to the caller estimating their
expected wait time
Validate, Save and Upload the updated application script
Test and validate the newly modified script

Unified Contact Center Express 11.0(1) has been installed and provisioned with active agents and teams to support this lab
exercise. In this section, we will identify key configuration elements, and download a copy of the application script file.
The following tables define the basic configuration of the system as part of the lab pre-configuration.
Anita Perez Acts as the primary Agent for the Customer Service 6017 Aperez C1sco12345
team
CustomerService_Voice Voice Contact CSQ for Customer Service Minimum - 5

Table 18. Voice Applications, Scripts, Trigger#
Application Name Description Script File Trigger DN
CS_Voice_Main Voice Contact CSQ for CCX_Enablement/icd.aef 6021

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Confirm Cisco Script Application Configuration
Next, we will log into Unified CCX and validate the current configuration of the Customer Service Script Application.
1. Open the RDP session connected to wkst1.dcloud.cisco.com (Charles Holland).
2. Launch Mozilla Firefox by clicking on the icon [ ] in the task bar.
5. Log in to Unified CCX as administrator with Password: dCloud123!.
6. Click Log in.
7. From the menu, choose Applications > Application Management.
Figure 76. Application Management
8. Click the hyperlink for CS_Voice_Main to review the configured properties.
Figure 77. Configured Applications
Figure 78. Application Properties
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9. Confirm the following configuration details (refer to previous Figure)
Table 19. CS_Voice_Main Application Configuration
Image Tag Field Name Value
1 Unified CM Telephony Trigger 6021
2 Script SCRIPT[CCX_Enablement\icd.aef]
3 strCSQ CustomerService_Voice
The Unified CM Telephony Trigger is the Directory Number which when called will launch the Customer Service script
application. The Script defines the application script file executed when the trigger is called. The parameter strCSQ is a variable of
type String that is defined in the icd.aef script file. Because this variable is assigned the Parameter attribute, it may be modified
from within the application configuration.
NOTE: Using the Parameter attribute is an excellent way to make the most use of configured scripts. The same script may be
used for multiple applications, simply by modifying parameters at the Application level where necessary.
Locate and Download the current Customer Service Unified CCX Script File
In order to review and edit the current Unified CCX Script file we must first locate and download the file. In the following steps, we
will navigate to the Unified CCX Script repository, locate the file icd.aef and download a copy.
10. Use the Menu to navigate to Applications > Script Management.
Figure 79. Script Management
11. Click the hyperlink for the directory CCX_Enablement to browse to the target folder.
Figure 80. Click Folder
12. To initiate the download, left click on the icon to the left of the file named icd.aef.
Figure 81. Click to Download
13. When prompted by the Mozilla Firefox save file dialog, choose the radio button for Save File and click the OK button.
14. A copy of the icd.aef is downloaded to the default download folder: Desktop\CCX-Enablement\Downloads.
15. Close Mozilla Firefox.
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Analyze the Customer Service CCX Application Script Work Flow

In this section, we will analyze the contact workflow and describe decision elements found within the icd.aef script file.
We will place a call to the CS_Voice_Main Unified CCX Application and validate the expected caller experience. In addition, we
will take on the role of a Unified CCX Agent and answer the call to observe certain data collected and configured to be presented
to the answering agent.
Call Flow Review
Figure 82. Icd.aef Baseline Voice Contact Workflow
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The baseline application script file (icd.aef) used throughout this lab is in fact a slightly modified version of the built-in Unified CCX
script queuing template freely accessible as part of the Unified CCX product installation. Elements modified include the addition of
some variables, use of custom-recorded prompts for menu and default queue messages and the addition of a basic Menu step
added as part of the initial call greeting. In addition, a Set Enterprise Call Info step is used to pass data obtained from the script to
the Cisco Finesse Desktop.
The following represents the voice contact workflow as depicted in the figure above.
1. Place a call to the Unified CCX Application Trigger DN 6021.
2. The script answers the call using an Accept step from the Unified CCX Editor Palette.
3. A Get Call Contact Info step is used to assign the value of the calling party number (ANI) to a String variable named
strCallingNumber.
4. A Menu step is used to play the following prompt to the caller. Based on the callers keypad entry, the variable strInquiryType
is populated as described below.
Thank You for calling. For new orders, press 1. For calls regarding an existing order, press 2. For all other
inquiries, press 3 or remain on the line.
a. Caller Presses 1
The string variable strInquiryType is set to New Order
b. Caller Presses 2
The string variable strInquiryType is set to Existing Order
c. Caller Presses 3, Makes no selection, or enters an invalid option
The string variable strInquiryType is set to Other Inquiry
5. The call is sent to the CustomerService_Voice CSQ using a Select Resource script step. The target CSQ is defined within
the string variable strCSQ. As discussed earlier, this value is set as a parameter in the Unified CCX Application, the value of
which is the string CustomerService_Voice.
6. The Select Resource step checks to see if a Unified CCX Agent skilled to the CustomerService_Voice CSQ is in a Ready
state and able to take the call. The following represents the decision branch logical paths.
d. No Agent Available: Queued
i. Call enters the Queued branch of the Select Resource step.
ii. A Play Prompt step is used to play the following generic queuing message:
All representatives are currently assisting other callers please remain on the line and your call
will be answer in the order it was received.
iii. A Call Hold step is executed to place the call on hold and begin playing the Music on Hold (MOH) audio
stream
iv. A Delay step is used to leave the call in the hold state for the number of seconds defined in the integer (int)
variable intQueueDelay (This is set to 30 seconds). After the specified interval is reached, processing
proceeds to the next defined script step
v. A Call Unhold step is used to resume control of the call and cease playing the Music on Hold audio
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vi. A GoTo step is used to send logical processing back to the beginning of the Queued execution branch,
effectively creating a loop
NOTE: If at any point during the execution of steps within the Queued branch of the Select Resource step an agent becomes
available to take the call, the call is offered regardless of the Call Hold step being invoked. The only exception to this logic is if the
Interruptible parameter of a step is explicitly set to a value of No.
vii. If an agent becomes available during the loop execution, the script will move to the Selected branch of the
Select Resource step
e. Agent Available: Selected
i. When an Agent in the specified CSQ is available and call processing moves to the Selected execution
branch of the Select Resource step
ii. A Set Enterprise Call Info step is used to assign the following script variable values to Unified CCX
Custom call variables, which may then be presented via the Cisco Finesse Desktop
1. Call.PeripheralVariable1: strInquiryType
2. Call.PeripheralVariable2: strCallingNumber
iii. A Connect step is used to route the call to the selected agent resource
1. If the call connects with the agent successfully, (Agent Answers) script execution ends at the End
step
2. If the agent fails to answer the call or a telephony system error occurs, script execution resumes at
the Queued branch
Place a Test Call to the Customer Service Unified CCX Script Application
Next, we will place a test call to confirm the caller experience and investigate the information dynamically passed from the Unified
CCX script icd.aef to the Cisco Finesse Desktop. You may either use the Cisco Jabber client on wkst1.dcloud.cisco.com or
dial through the PSTN directly. Make an effort to correlate the caller experience with the logical workflow defined above.
NOTE: The preferred method of UCCX script testing is via dial-in from the PSTN to ensure clearer prompt play out and higher
overall call quality.
2. From a telephone with long distance dialing capability, dial the DID mapped to DN 6021 as listed. In the example above, the
number would be +1(919) 474-5551.
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NOTE: Each set of DIDs is unique to your lab and are assigned when the session starts. You must consult your dCloud session
details to obtain this information. The DIDs shown in this guide are examples only.
3. Alternatively, on the Cisco Jabber client on wkst1.dcloud.cisco.com (Charles Holland), type: 6021 into the Call or Search
field and press Enter or click the green call button. If Cisco Jabber is running minimized you may click on the Cisco Jabber
taskbar icon [ ] to bring the application into focus.
5. Press 1, 2 or 3 on the telephone or Cisco Jabber keypad to continue. Based on the menu option chosen, the icd.aef script
sets the value of the strInquiryType String variable as specified in the earlier call flow review activity. In our example, we
have selected option 2 for Existing Order.
NOTE: Recall that in our configuration review we identified that Call.PeripheralVariable1 is programmed to hold the value for
Inquiry Type via the strInquiryType variable. This is achieved by using a Set Enterprise Call Info step from within the Unified
CCX Script Palette and setting that value of Call.PeripheralVariable1 equal to the contents of the strInquiryType variable.
6. As there are no agent resources logged in to Unified CCX to take calls, we expect to encounter the Queued execution branch
of the Select Resource script step. Confirm that the following message played back through the telephone:
All representatives are currently assisting other callers. Please remain on the line and your call will be answered in
the order it was received.
7. Next, observe that the Music on Hold audio begins to play. This indicates the execution of the Call Hold script step. This will
continue for 30 seconds.
8. One may refer to the call flow diagram and observe that the call is now progressing through the Queuing Process portion of
the call flow. This will continue until an agent becomes available to take the call.
Log into Unified CCX as a Customer Service Agent and Accept the Call
To validate the call flow experience end-to-end, we will log in to Unified CCX as agent Anita Perez an agent skilled to the
CustomerService_Voice CSQ. We will transition to a Ready state, accept the queued call, and observe the data presented on the
Cisco Finesse Desktop.
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2. Launch Mozilla Firefox by clicking the icon in the Windows taskbar [ ].
3. From the homepage, navigate to Collaboration User and Test Links > UCCX 11.0.1 Finesse Desktop.
Figure 85. Finesse Desktop Web Link
4. Enter the following to log in to the Cisco Finesse Agent Desktop:
ID: aperez
Extension: 6017
5. Click Sign In.
Figure 86. Sign In to Cisco Finesse
6. Observe the Agent CSQ Statistics Report gadget on the Cisco Finesse Agent Desktop. Note that one call is currently in
Queue along with the total wait time. It may take several seconds to display the data at first log in. You will see a status of
Loading Report while Cisco Finesse connects to real-time reporting data and renders it.
NOTE: If the report fails to render within 30 seconds or an error is displayed, initiate a refresh of the browser page by clicking the
refresh [ ] icon directly to the right of the browser address bar.
Figure 87. Agent CSQ Statistics Report
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7. To transition to a Ready state, click the Not Ready menu item at the top of the Cisco Finesse Agent Desktop page.
8. Choose Ready.
9. Observe that the queued call is offered to agent Anita Perez and that the data expected is presented via the Cisco Finesse
Agent Desktop.
10. Click the Answer button on the Cisco Finesse Desktop to answer the call.
Figure 89. Offered Call with Data
11. Confirm that the Inquiry Type and Calling Number fields (CallVariable1 and CallVariable2 respectively) are populated with
data dynamically collected during script execution.
Inquiry Type: Existing Order (Option 2 selected at menu), or based on your choice during the menu
Calling Number: Calling Party Number (ANI)
Figure 90. Answered Call with Data
12. Click End to hang up the active call.
13. Transition to a Not Ready state, by choosing Not Ready Break from the reason code drop-down menu.
Figure 91. Transition to Not Ready
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Observations
Through this testing process, we have observed that based on the Unified CCX script design the call flow and data elements
appear to be working as expected.
Callers hear Menu and Queuing Prompts as documented
Data collected during script execution is passed to Cisco Finesse Desktop
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Unified CCX Editor Orientation

Before working with the Customer Service application script, we will explore the Cisco Unified CCX Editor application.
About the Cisco Unified CCX Editor
Cisco UCCX Editor lets you develop a wide variety of interactive scripts. Cisco UCCX Editor simplifies script development by
providing blocks of contact-processing logic in easy-to-use Java-based steps. Each step has its own unique capabilities, from
simple increment to generating and playing out prompts, obtaining user input, queuing calls, or performing database operations.
Although the steps are in Java, you do not need to understand Java to build a script. You can assemble a script by dragging step
icons from a palette on the left pane of the workspace to the design area on the right pane of the workspace. The Cisco UCCX
Editor supplies the code required to connect the steps. All you provide are the variable definitions and other parameters.
You can validate and debug the completed script to find and address logic errors directly in the Cisco Unified CCX Editor.
Launch the Unified CCX Editor
2. Launch the Cisco Unified CCX Editor application by locating and clicking the icon in the Windows taskbar.
Figure 92. Launch the Unified CCX Editor
3. At the Authentication form, enter the following data into the corresponding fields:
User Identification: administrator
Password: dCloud123!
Unified CCX Server: uccx2.dcloud.cisco.com (Pre-populated)
4. Click Log On.
Figure 93. Unified CCX Editor Authentication
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Open a Unified CCX Script File
5. Click the Open Script icon from the menu.
Figure 94. Open Script
6. Open the icd.aef script file by navigating to Desktop\CCX-Enablement\Downloads in the Open Script dialog.
Figure 95. Browse to icd.aef and Open
7. Choose the file named icd.aef and click Open.
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Unified CCX Editor Window Layout
The Cisco Unified CCX Editor window is comprised of four distinct workspaces or panes as depicted in the labeled figure below.
Figure 96. Unified CCX Editor Window
8. The table below provides a reference for the key areas of the Unified CCX Editor workspace. We will refer to these elements
numerous times through the following activities. Take a moment to become acquainted with these layout components before
proceeding.
Table 20. Unified CCX Window Layout Reference
Image Tag # Name Description
1 Palette Pane Use the Palette pane to choose steps using the Unified CCX script.
2 Design Pane Use the Design pane to interact with a Unified CCX script file.
3 Message Pane Use the Message pane to view messages while validating or debugging
a Unified CCX script.
4 Variable Pane Use the Variable pane to create, modify and view variables used in the
Unified CCX script.
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Explore the Current version of the Customer Service Application Script

In the previous activity, we took the opportunity to observe from a callers perspective the functionality of the icd.aef Unified CCX
Application script. In this section, we will use the Unified CCX Editor to explore the programmatic elements or steps, which cause
it to function as it does.
Call Variables Used in the Script
The table below specifies the variables used by steps within the Unified CCX Application script. Notice that some variables have
an explicit assigned value at runtime (start of script execution), while others are left with the default value. Those with assigned
values are intended to be used along with the Parameter attribute to allow certain script settings to be configurable by the
administrator. Those using default values are intended to contain data collected during script execution for processing.
Table 21. Customer Service Scrip t Variables
Name Data Type Assigned Value Description Use Case
intQueueDelay Int 30 An integer intended to represent Used to specify the timeout attribute of the
the desired length of the delay Delay step between the Call Hold and Call
between Call Hold and Call Unhold steps.
Unhold script steps.
pMenuPrompt Prompt P[CCX_Enablement\MainMenu.wav] Specifies the path to the wav audio Used as the prompt for the Menu step.
file to be played to a caller.
pQueuePrompt Prompt P[CCX_Enablement\QueuePrompt.wav] Specifies the path to the wav audio Provides a generic comfort message at call
file to be played to a caller. entry and between hold loops.
strCSQ String Value defined as an application CSQ route target for Select Used to define the CSQ Target value of the
parameter. Expected to be Resource step. Defined as a Select Resource step.
CustomerService_Voice at runtime. parameter on the application
strCallingNumber String This string variable is assigned the Assigned a value by the Get Call Contact
value of the contact calling number Info step. Passed to the agent as a custom
call variable using the Set Enterprise Call
Info step. (Call Variable 1)
strtInquiryType String This string variable is assigned a The value of this variable is set during
value based on caller menu execution of the Menu step based on caller
selection. input. Passed to the agent as a custom call
variable using the Set Enterprise Call Info
step. (Call Variable 2)
uAgentSelected User This variable represents the unique Derived during execution of the Select
agent id selected by the system Resource step, used by the Connect step to
during the Select Resource Step. offer the call to the specified agent extension.
Variable Naming Conventions
There are four total data types represented by the variables defined for this script:
int
String
Prompt
User
Notice that each variable specified follows a specific and consistent naming convention:
Alphanumeric string (no spaces or special characters)
Broken into two identifiable parts:
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o Prefix in lowercase from one to three characters meant to represent the variable data type
o Descriptive name specifying the purpose of the variable or its intended data contents. This may be made up of
multiple distinct words in a single conjoined string in Camel Case notation (First Letter of each word capitalized)
For example, the variable strCallingNumber
str: The three character abbreviation signifying data type String
CallingNumber: A descriptive name signifying this variable will hold the value of the incoming contact Calling Number
Our convention allows for consistency of execution and ease of reference given the variable Data Type and Intended purpose.
NOTE: While the Unified CCX Editor facilitates ease of script development, it is important to define conventions and standards
used in your Unified CCX scripts. Such conventions help to clarify the content of scripts when others review them and eliminate
many common programming errors and mistakes. You may use any convention for variable naming in your scripts, but ensure that
the convention is sensible and consistently applied throughout the script.
Identify and Review Script Steps
1. Change the size and position of the icd.aef script file currently open in the Design Pane to show all contents to be clearly.
2. Locate the Get Call Contact Info step and double-click to open the customizer and view the step properties.
Figure 97. Get Call Contact Info step
3. Observe that as per our call flow design review the value of Calling Number attribute value is assigned to the variable
strCallingNumber.
Figure 98. Get Call Contact Info Properties
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4. Click Cancel to close the properties window without making changes.
5. Locate the Menu step. Right click anywhere on the step and choose Expand All from the context menu.
Figure 99. Expand All Branches
6. Observe that per our design review the strInquiryType variable is assigned a value based on selection of the caller at the
Menu step. Consult the graphic for reference.
Table 22. strInquiryType Variable Assignment
Keypad Input Branch Name Configuraiton
1 NewOrder Set the value of strInquiryType equal to New Order.
2 ExistingOrder Set the value of strInquiryType equal to Existing Order.

3 OtherInquiry Set the value of strInquiryType equal to Other Inquiry.
Figure 100. Menu Step Decision Branches
7. Double-click the Menu step to open the customizer and view step properties.
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8. Click the Prompt tab.
Figure 101. Prompt Properties for Menu Step
9. Confirm that the Prompt for this step is represented by the variable pMenuPrompt. When this step executes during an active
call, the script will consult the assigned variable value and attempt to play the wav file at the path specified.
10. Click Cancel to close the properties window without making changes.
11. Scroll down slightly and locate the Select Resource step.
12. Double-click on the Select Resource step to open the properties dialog and review the applied configuration.
Figure 102. Select Resource step
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13. Observe the following attribute value assignments as illustrated in the figure below. Be sure to correlate these with the logical
call flow diagram reviewed earlier.
Routing Target Type: Contact Service Queue
o This may also be set to Resource in the case of an Agent-based routing configuration
CSQ Target: strCSQ.
o The String variable strCSQ holds the value of the voice CSQ name CustomerService_Voice. Recall that an
application parameter is used to set this value from the application rather than hard-coding within the script.
Resource Selected: uAgentSelected
o The User variable uAgentSelected stores the value of the selected Agent Resource. This value is used
immediately following in the Connect step.
Figure 103. Choose Resource Properties
14. Click Cancel to close the customizer without making changes.
15. To understand what happens when an agent is available to take a call we must analyze the Selected branch of the Select
Resource step.
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16. Observe the steps defined in the Selected branch. Based on the logical call flow diagram, the following events occur:
A Set Enterprise Call Info step is used to assign the following script variable values to Unified CCX Custom call
variables which may then be presented via Cisco Finesse Desktop.
o Call.PeripheralVariable1: strInquiryType
o Call.PeripheralVariable2: strCallingNumber
A Connect step is used to route the call to the selected agent resource.
o If the call connects with the agent successfully, (Agent Answers) script execution ends at the End step.
o If the agent fails to answer the call or an error occurs, script execution resumes at the Queued branch.
Figure 104. Select Resource > Selected
17. Double-click the Set Enterprise Call Info step [ ] to open the properties dialog and review the configuration details.
NOTE: Set Enterprise Call Info is the script step that takes dynamic data stored in variables and sets the value of Custom Call
and Expanded Call Control variables. This data can now be presented along with the call to the answering agent and preserved
on subsequent transfers within Unified CCX. In addition, Call variables 1-10 are reserved within UCCX and are stored in the
Unified CCX Historical Database. Because of this property, custom reports may be run using these values to filter query results. In
Module 5, we explore how to use these custom variable values to drive custom report development.
18. Observe the following attribute value assignments as illustrated in the figure below. Be sure to correlate these with the logical
call flow diagram reviewed earlier.
strInquiryType is assigned to Call.PeripheralVariable1 (Referred to as CallVariable1 within Cisco Finesse)
strCallingNumber is assigned to Call.PeripheralVariable2 (Referred to as CallVariable2 within Cisco Finesse)
This step, along with the Finesse Desktop layout allows both calling number and inquiry type data to be presented to the
agent for each call.
Figure 105. Set Enterprise Call Info Properties
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19. Click Cancel to close without making changes.
20. Observe the Connect step and its associated logical execution branches.
Figure 106. Connect Step Expanded
21. The Connect step is used to offer the active call to the selected Unified CCX agent selected by the system as the route
target. Observe that there are two possible branches of execution for the Connect step.
Connected: This branch of execution is taken when the call is successfully transferred to the target agent resource. The
script progresses to the End step and completes execution.
Failed: If the call is not successfully transferred to the target agent resource, because of a Ring No Answer condition or
other telephony failure the Failed execution branch is matched. Our script moves the call to a label entitled queueLoop,
which resides directly beneath the Queued branch of the Select Resource step. This is simple error handling, which
ensures that the call is not dropped but instead is re-queued and the Select Resource step permitted to search for
another suitable resource.
22. Finally scroll down to the Queued branch of the Select Resource step to review the configuration for the call queuing
experience.
Figure 107. Queued Branch
23. Review the ordered steps and their functions:
queueLoop label: This label serves as an anchor point to which the call can be directed programmatically using a Goto
step. We saw an example of this earlier in the case that the call executes the Failed branch of the Connect step.
NOTE: Goto steps and Label steps work together to provide a means of moving the processing of a script based on conditional
execution. This is especially important because each Unified CCX script executes in a procedural way (Top Down) unless
explicitly directed to circumvent steps using a GoTo command.
Delay: A 1-second delay is added before the Play Prompt step. This is typically unnecessary, but due to performance
constraints of a lab environment, it is present to prevent un-intended clipping of audio play out during execution of the
Play Prompt step
Play Prompt: This step plays the wav file specified by the pQueuePrompt variable. All agents are currently assisting
other callers. Please remain on the line and your call will be answered in the order received
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Call Hold: This step places the call on hold and initiates Music On Hold (MOH) playback to the caller
Delay: A delay regulated by the value of the intQueueDelay variable ensures that the call remains on hold (playing Music
On Hold) for the number of seconds required before resuming the call and re-starting the loop. Recall that this value is 30
seconds
Call Unhold: This step resumes the call from hold and ceases the playout of Music On Hold to the caller
Goto: This command instructs script execution to jump to the queueLoop label of the script, thus facilitating a loop
behavior. Without the addition of this step, logical processing would continue to the End step
This concludes our script review. Feel free to re-read this section and compare the script steps analyzed with the expected logical
call flow. Before proceeding, you should have a high level of comfort with the mechanics of this script and be prepared to modify it
to enhance the caller experience.
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Using Advanced Scripting Techniques to Enhance Caller Experience

Through completion of the preceding activities, you have become highly familiar with the logical and programmatic voice contact
workflow configured in the icd.aef script. Now we will harness the inherent power of the Unified CCX Editor to customize the call
queuing workflow by determining the callers estimated wait time (EWT) during each queue iteration (loop) and playing this
information back to the caller.
About the Estimate Wait Time Statistic
Expected Wait Time (EWT) is a calculated field object available from the Get Reporting Statistic step of the Unified CCX Editor
Palette. A calculated object is value derived based on an algorithm applied to certain metrics available at the time of its calculation.
Unlike a static metric such as Longest Wait Time or Position in Queue, Expected Wait Time is a predictive value, which seeks
to present an estimate of the callers expected wait time based on several factors:
Current Calls In Queue
Average Handle Time
Total # of Active Agents (Talking/Ready)
NOTE: The EWT calculation yields the most reliable result in a production system with well-established call volume patterns per
24-hr period. Because we are working in a lab with call volume generated only by calls we are placing as part of lab activities, the
values calculated may be inaccurate or seem arbitrary. Also, keep in mind that it is possible for the method to return an error
indicating that there is not enough data to calculate the value. This can happen when there are 1 or more calls in queue and no
agents in either Ready or Talking states. This is expected as the calculation is loosely (CallsInQueue +1) * AHT/Active Agents.
With no agents logged in or none in a Ready or Talking state when the call arrives, the algorithm cannot effectively calculate a
value (Division by zero condition). This is why we add error handling to the script to account for these cases and respond
appropriately.
Functional Workflow Objectives
On first arrival and during subsequent queue iterations (Call Hold, Call Unhold step cycles), the value of the callers current
expected wait time in seconds should be retrieved. If that value is greater than 0 seconds, the expected wait time should be played
back to the caller immediately following the standard comfort queue message. If the expected wait time is less than or equal to 0
seconds, the caller will hear only the standard queue prompt message.
Programmatic Requirements
Based on our stated functional objectives let us identify the programming logic or algorithm required to meet the stated
requirements.
1. Obtain the value of the callers Expected Wait Time (EWT)
Use the Get Reporting Statistic script step from the Unified CCX Editor palette. Using the CSQ IPCC Express Report
Object with a CSQ target of CustomerService_Voice, and a target field of Expected Wait Time
o The expected return data of the Get Reporting Statistic step is any positive integer, zero, or -1 in the case of an
erroneous result. We will use a new script variable of data type int (integer), and save the Get Reporting
Statistic result to this variable. The variable name will be intExpectedWaitTime
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2. If the calculated EWT is greater than 0 seconds, play back the value of the callers Expected Wait Time
The Get Reporting Statistic (Expected Wait Time) step returns an integer value that is calculated dynamically based on
the conditions discussed earlier; so we use a Create Generated Prompt step using Text to Speech (TTS) capabilities to
create a prompt dynamically by having the system speak the number of seconds in the intExpectedWaitTime variable.
The value generated is stored in a variable of type Prompt called pExpectedWaitTimeGenerated
To play a coherent message to the caller, which includes the generated prompt value dynamically created, we will use a
Create Container Prompt script to join or concatenate several prompts to create a continuous playback to the caller
o Use a pre-recorded prefix prompt which says Your Expected Wait Time Is
o Play the prompt stored in variable pExpectedWaitTimeGenerated (ie. Twenty)
o Use a pre-recorded suffix prompt which says Seconds
The result generated via Create Container Prompt is assigned to a variable of type Prompt named
pExpectedWaitTime, which will be activated using a Play Prompt step when desired
Use an If step to logically compare and determine if the value of intExpectedWaitTime is greater than 0 seconds
o True: intExpectedWaitTime is any value greater than 0.
Play Prompt (pExpectedWaitTime)
o False: intExpectedWaitTime is less than or equal to 0.
Do Nothing
NOTE: A Prompt variable contains the contents of a waveform sound file.
Adding New Script Variables
Before variables can be used or referenced within script steps, they must first be defined. Based on the algorithm developed
above, it is clear that new variables must be added to the script to track and evaluate data dynamically as well as to hold the value
of a series of prompts. The following table represents the new script variables to be added and used within script steps.
Table 23. New Variables
Name Data Type Assigned Value Description Use Case
intExpectedWaitTime Int 0 A variable holding integer data Store the result of a Get Report Statistic
representing the caller EWT in (Expected Wait Time) step. May be (-1, 0, any
seconds positive integer)
pExpectedWaitTimeGenerated Prompt P[] A prompt which will be a system Store the result of a Create Generated Prompt
spoken TTS prompt of numeric (intExpectedWaitTime). For example if
value of the intExpectedWaitTime is equal to 20 the system
intExpectedWaitTime variable will generate a TTS prompt which says Twenty.
pExpectedWaitTimePrefix Prompt P[CCX_Enablement\ Your expected wait time is Pre-recorded prompt used as the prefix to a
ExpectedWaitTimeIs concatenation of prompts intended to playback
.wav] expected wait time in seconds.
pExpectedWaitTimeSuffix Prompt P[CCX_Enablement\ seconds. Pre-recorded prompt used as the suffix to a

Seconds.wav] concatenation of prompts intended to playback
expected wait time in seconds.
pExpectedWaitTime Prompt P[] pExpectedWaitTimePrefix + Your expected wait time is..

pExpectedWaitTimeGenerated Twenty
+ pExpectedWaitTimeSuffix
Seconds
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NOTE: Variable names and data types are case-sensitive. Ensure correct spelling and case of the names and data types above.
1. In the Unified CCX Editor application window, locate the Variable Pane and click the New Variable icon.
Figure 108. New Variable
2. Set the following values:
a. Type: int
b. Name: intExpectedWaitTime
c. Value: 0
3. Click OK.
Figure 109. New Variable intExpectedWaitTime
4. Click the New Variable icon.
a. Type: Prompt
b. Name: pExpectedWaitTime
c. Value: P[]
6. Click OK.
Figure 110. New Variable pExpectedWaitTime
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a. Type: Prompt
b. Name: pExpectedWaitTimeGenerated
c. Value: P[]
9. Click OK.
Figure 111. New Variable pExpectedWaitTimeGenerated
a. Type: Prompt
b. Name: pExpectedWaitTimePrefix
c. Value: P[CCX_Enablement\ExpectedWaitTimeIs.wav]
12. Click OK.
Figure 112. New Variable pExpectedWaitTimePrefix
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a. Type: Prompt
b. Name: pExpectedWaitTimeSuffix
c. Value: P[CCX_Enablement\Seconds.wav]
15. Click OK.
Figure 113. New Variable pExpectedWaitTimeSuffix
16. Ensure the added variables are present in the Unified CCX Editor Variable Pane as shown below.
Figure 114. Unified CCX Editor Variables
Adding Unified CCX Editor Palette Steps
With all the required data variables defined, it is time to use the Unified CCX Editor step palette to add the script steps needed to
complete the algorithm defined earlier. Keep in mind that because a Unified CCX script executes in a procedural manner (top
down), the placement of script steps within the established logic is critical.
NOTE: When dragging and dropping steps from the Palette Pane to the Editor Window one must drag the new step and drop on
top of the step after which this new step should be executed.
The following script steps will added to the icd.aef script as part of this activity:
Get Reporting Statistic
Use the Get Reporting Statistic step to access real-time information about agents, Contact Service Queues (CSQs), the
overall Cisco Unified CCX system, and contacts. We will use this step to obtain the projected Expected Wait Time in
seconds and save that value to the variable intExpectedWaitTime.
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Create Generated Prompt
Use the Create Generated Prompt step to create prompt phrases from intermediate variables whose values are
dynamically determined based on run-time script information. We will use this step to create a system generated prompt
based on the value of the intExpectedWaitTime variable. We will save this prompt to the variable
pExpectedWaitTimeGenerated.
Create Container Prompt
Use the Create Container Prompt step to combine multiple prompts into one larger prompt. We will use the Create
Container Prompt step to combine pre-recorded prompts with the result of the Create Generated Prompt step to
playback a coherent message to the caller. The output of this combination will be stored in the prompt variable
pExpectedWaitTime.
If Step
Use the If step to cause the script to go to one of two branches based on the evaluation of a specified Boolean
expression. We will use If/Then logic to determine whether to play the EWT prompt based on the value of the
intExpectedWaitTime variable.
Play Prompt
Use the Play Prompt step to play back specified prompts to the caller. We will use this step to play the
pExpectedWaitTime prompt.
1. Scroll to the bottom of the script file in the editor window and locate the Select Resource step.
2. Scroll further to the Queued branch of the Select Resource step.
Figure 115. Select Resource Step
3. From the Palette Pane of the Unified CCX Editor window, locate and expand the ACD folder by clicking the + directly to the
left of the folder name.
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4. Left-click and hold the mouse on the Get Reporting Statistic step.
5. While continuing to hold the mouse, drag the cursor over the queueLoop Label step.
6. Release the mouse button to add the script step just below the queueLoop Label step.
Figure 116. Drag and Drop Get Reporting Statistic
7. Open the step customizer by double-clicking on the newly added Get Reporting Statistic script step.
Figure 117. Double-click Get Reporting Statistic
8. Enter the following values to complete the configuration of this step:
Report Object: CSQ IPCC Express
Field: Expected Wait Time
Row Identifier: strCSQ
Result Statistic: intExpectedWaitTime
9. Click OK to save your changes.
Figure 118. Get Reporting Statistic Step Configuration
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10. From the Palette Pane of the Unified CCX Editor window, locate and expand the Prompt folder by clicking the + directly to
the left of the folder name.
11. Left-click and hold the mouse on the Create Generated Prompt step.
Figure 119. Choose the Create Generated Prompt Step
12. While continuing to hold the mouse, drag the cursor over the newly added Get Reporting Statistic step.
13. Release the mouse button to add the script step just below the Get Reporting Statistic step.
14. Open the step customizer by double-clicking on the newly added Create Generated Prompt script step.
Figure 120. Double-Click Create Generated Prompt
15. Enter the following values:
Generator Type: number
Constructor Type: number,play.full
16. From the Arguments table, choose the entry for number and click the Set button.
Figure 121. Generated Prompt General Properties
17. From the drop-down menu, choose intExpectedWaitTime.
18. Click OK.
19. From the Arguments table choose the entry for play.full and click the Set button.
20. From the drop-down menu, choose true.
21. Click OK.
22. Locate the Output Prompt field and use the drop-down menu to choose pExpectedWaitTimeGenerated.
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23. Click OK to complete step configuration.
Figure 122. Create Generated Prompt Configuration
24. From the Palette Pane under the Prompts folder, left-click and hold the mouse on the Create Container Prompt step.
Figure 123. Choose the Create Container Prompt Step
25. While continuing to hold the mouse, drag the cursor over the newly added Create Generated Prompt step.
26. Release the mouse button to add the script step just below the Create Generated Prompt step.
27. Open the step customizer by double-clicking on the newly added Create Container Prompt script step.
Figure 124. Double-Click Create Container Prompt
28. Click the Add button.
29. From the Add Prompt dialog, choose pExpectedWaitTimePrefix and click OK.
31. From the Add Prompt dialog, choose pExpectedWaitTimeGenerated and click OK.
33. From the Add Prompt dialog, choose pExpectedWaitTimeSuffix and click OK.
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34. In the Output Prompt field, use the drop-down menu to choose pExpectedWaitTime.
35. Click OK to complete step configuration.
Figure 125. Create Conditional Prompt Configuration
36. From the Palette Pane of the Unified CCX Editor window, locate and expand the General folder by clicking the + directly to
the left of the folder name.
37. Left-click and hold the mouse on the If step.
Figure 126. Choose the If Step
38. While continuing to hold the mouse, drag the cursor over the existing Play Prompt (pQueuePrompt) step.
39. Release the mouse button to add the script step just below the Play Prompt step.
40. Open the step customizer by double-clicking on the newly added If script step.
Figure 127. Double-Click the If Step
41. In the Condition field, type or copy: intExpectedWaitTime > 0
Figure 128. If Step Configuration
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42. Click OK.
Recall: The If step is designed to evaluate a logical expression and return either a true or false (Boolean) result. The logical test
here is to determine whether the callers EWT in seconds, represented by the value of the integer variable intExpectedWaitTime,
is greater than 0. If the result is true, we will play the prompt pExpectedWaitTime. If the result is false because the value of the
intExpectedWaitTime variable is either 0 or -1, no prompt will be played.
43. From the Palette Pane of the Unified CCX Editor window, locate and expand the Media folder by clicking the + directly to the
left of the folder name.
44. Left-click and hold the mouse on the Play Prompt step.
Figure 129. Choose the Play Prompt Step
45. While continuing to hold the mouse, drag the cursor over the true branch of the If step.
46. Release the mouse button to add the script step just below the true branch of the If step.
47. Open the step customizer by double-clicking on the newly added Play Prompt script step.
Figure 130. Double-Click the Play Prompt Step
48. On the General tab of the step customizer, click the No radio button for Interruptible.
Figure 131. General Tab
49. Click the Prompt tab.
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Prompt: pExpectedWaitTime
Barge in: No
Figure 132. Prompt Tab
51. Click OK.
Review Added Steps
52. Carefully compare your modified icd.aef script in the Unified CCX Editor with the image below to confirm the presence of
required steps and their precise placement.
Figure 133. Modified icd.aef Script File
Validate and Save
With our intended modifications complete, we must now use the Validate function of the Unified CCX Editor to ensure that all
script step configuration and variable references are correct. After successful validation, we will save a copy of the update script
file. This new version of icd.aef will be used to update the Customer Service voice application.
NOTE: Script validation will catch errors involving missing variable references, incorrect Goto/Label references, and incorrectly
configured script steps. It will NOT detect logic mistakes made by the programmer.
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1. From the Unified CCX Editor menu, choose Tools > Validate.
Figure 134. Validate
2. Click OK to acknowledge successful validation.
Figure 135. Script Validation Succeeded
3. From the Unified CCX Editor menu, choose File > Save As.
4. Use the Save Script As file dialog to browse to the folder Desktop\CCX-Enablement\Module2.
5. Click Save.
Figure 136. Save Script As
6. Observe that the file path of the currently open script has changed to reflect the Save As operation.
Figure 137. Updated Script File Location
7. Exit the Unified CCX Editor by choosing File > Exit from the menu.
Upload and Refresh
In order to make our changes active we must upload our saved script to the Unified CCX Script Repository.
8. Launch Mozilla Firefox by clicking on the icon in the task bar.
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12. Click Log in.
13. From the menu choose Applications > Script Management.
Figure 139. Applications > Script Management
14. Click the hyperlink for CCX_Enablement to browse to the CCX_Enablement folder.
15. Click the Upload Scripts button.
Figure 140. Upload Scripts
16. In the Upload Script pop-up window, click Browse.
17. Use the File Upload dialog to browse to the folder Desktop\CCX-Enablement\Module2.
18. Choose the file icd.aef (saved in the previous activity), click Open.
Figure 141. Upload Script
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19. In the Upload Script pop-up window, click Upload.
20. When prompted to overwrite the existing script file, click OK.
Figure 142. Overwrite Existing
21. In order to refresh both the script and the application, click Yes when prompted. This will make the uploaded script active.
NOTE: Overwriting and Refreshing a script application is a service impacting event. While the script is updated and loaded into
memory, incoming calls to the affected Unified CCX script application will fail with an error. The time duration for a refresh is
extremely narrow, but it is important to perform such changes during a scheduled maintenance window.
Figure 143. Refresh Script and Application
Test and Validate
With all modifications to enable EWT play back to callers made and the updated icd.aef script file in place, we are ready to place a
test call to our application and verify that our advanced script update has been successful.
Recall that earlier in our activity we discussed the nature of the Expected Wait Time data field as being predictive and dependent
on having enough data to perform a calculation. In a production system with a volume of incoming calls and one or more personnel
actively taking calls, we could expect that our change would produce instant results. However because the only call traffic
generated toward this Unified CCX system is that created during the course of our lab exercises, we will need to take steps to
create the environment required for the EWT calculation to return a result.
We will begin by placing a test call from the jabber client on wkst1.dcloud.cisco.com to the Unified CCX application trigger. We
will answer the call as an Anita Perez. While leaving the conversation active we will place a second call via the PSTN to the
assigned DID. It will be from this queued call that we will observe the result of our changes in action.
1. Switch focus to the RDP session connected to wkst2.dcloud.cisco.com (Anita Perez).
2. From an earlier exercise, agent Anita Perez should be logged into the Cisco Finesse Desktop and in a Not Ready state.
NOTE: If either of the Live Data Report gadgets indicate a timeout error, simply click the [ ] icon to renew the connection.
3. In order to transition to a Ready state, click the Not Ready menu item at the top of the Cisco Finesse Agent Desktop page.
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4. Choose Ready.
5. Anita Perez is now in a Ready state and will immediately receive the next incoming call.
6. Switch focus to the RDP session connected to wkst1.dcloud.cisco.com (Charles Holland).
7. In the Cisco Jabber client, type 6021 into the Call or Search field and press Enter or click the green call button. If Cisco
Jabber is running minimized you may click on the Cisco Jabber taskbar icon [ ] to bring the application into focus.
For new orders press 1.
For questions regarding an existing order press 2.
For all other inquiries press 3.
9. Press either 1 , 2 or 3 on the Cisco Jabber keypad to continue.
10. Switch focus to the RDP session connected to wkst2.dcloud.cisco.com (Anita Perez).
11. Click the Answer button on the Cisco Finesse Desktop to answer the call.
13. From a telephone with long distance dialing capability dial the DID mapped to DN 6021 as listed. In the example above (See
Figure 144) the number would be +1(919) 474-5551.
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For new orders press 1.
For questions regarding an existing order press 2.
For all other inquiries press 3.
15. Press either 1 , 2 or 3 on the telephone keypad to continue.
16. Because the only logged in agent, is currently talking, we expect to encounter the Queued execution branch of the Select
Resource script step. Our newly modified script will determine the value of the EWT CSQ statistic and if greater than 0
seconds we should hear the following:
All representatives are currently assisting other callers. Please remain on the line and your call will be answered in
the order it was received.
Your expected wait time is.. <system generated prompt for the number of seconds> seconds.
17. Next, observe that the Music on Hold audio begins to play. This indicates the execution of the Call Hold script step. This will
continue for 30 seconds.
18. The same series of messages is repeated to the caller during each queue iteration until an agent answers the call. The EWT
will be re-calculated on each iteration thus providing an update.
19. When finished observing script behavior hang up the call.
20. Switch or maintain focus on the RDP session connected to wkst2.dcloud.cisco.com.
21. End the current call by clicking the End [ ] button on the Cisco Finesse Desktop.
22. Close the Mozilla Firefox Web Browser.
Module 2 Conclusion
We have now successfully applied advanced scripting techniques to enhance the caller queuing experience by playing back the
Estimated Wait Time value. Through the completion of this activity, you analyzed and observed logical Call Workflow operations
and learned how tools available in the Unified CCX Editor make this functionality possible.
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Module 3: Provisioning Finesse Agent Email and Unified CCX WebChat

Module Overview
In the preceding lab modules, we have focused exclusively on exploring Cisco Unified Contact Center Express within the
context of voice contact workflows. Cisco Unified CCX is an incredibly robust and feature-rich customer collaboration solution,
offering not only best in breed voice contact management, but also multi-channel support for Email, Web Chat, and Social Media
contact management.
In this Module, we will explore extending the capabilities of Unified CCX through the addition of both Agent Email and Web Chat
capabilities to an existing Unified CCX voice deployment. In tandem with the power of Cisco SocialMiner it has never been easier
to provision and deploy these capabilities for your customer.
What is Unified CCX WebChat?
Unified CCX WebChat allows Unified CCX agents to handle customer chat requests using the agent Web Chat gadget in Cisco
Finesse. This feature requires Cisco SocialMiner to accept and relay the contact requests from a customer website.
One typical deployment scenario would involve the placement of the customer web-server and Cisco SocialMiner in the customer
DMZ. Our lab topology most closely emulates this methodology.
Figure 147. Unified CCX WebChat Workflow
1. An End-User makes an http or https connection to the customer website.
2. Generated html code referencing the Unified Social miner is hosted on the website, which relays the customer request to
the Cisco SocialMiner.
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3. Cisco SocialMiner is configured via Unified CCX to accept the incoming request and relay it to the Cisco Unified CCX
server.
4. A ready agent receives the customer chat request in the WebChat gadget in Cisco Finesse.
What is Cisco Finesse Agent Email?
Unified CCX allows email contacts to be routed to agents based on the email addresses to which customers send them. The
Cisco Finesse Agent Email feature uses skill-based routing and last-agent email routing.
Like Unified CCX WebChat, Cisco Finesse Agent Email requires the deployment of Cisco SocialMiner to handle the email and
relay the contact requests from a mail server.
The Cisco Finesse Agent Email feature requires the use of a third party mail server (Microsoft Exchange 2010 and 2013 are
supported). Cisco SocialMiner uses secure IMAP (for message retrieval) and secure SMTP (for message sending) on the
Exchange Server.
Separate CSQs are required for Email. You must associate each Email CSQ with a separate email account on the mail server.
This account must be dedicated to the Cisco Finesse Agent Email feature and may not be used for other purposes. Agent
association with Email CSQs is configured in the same manner as Voice CSQs by assigning skills and competency levels to the
CSQ.
Figure 148. Cisco Finesse Agent Email Workflow
1. An End-User sends an email message to CustomerService@dcloud.cisco.com.
2. The Microsoft Exchange server where the mailbox CustomerService@dcloud.cisco.com resides accepts the incoming
message.
3. Cisco SocialMiner is configured (via Unified CCX) to monitor the CustomerService@dcloud.cisco.com mailbox using
IMAP.
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4. When a new message arrives this information is relayed to Cisco Unified CCX where it is routed based on the CSQ
configuration.
5. An agent in a Chat/Email ready state receives the customer email and may manage the contact in with the Cisco
Finesse Agent Email gadget.
NOTE: This is a lab environment without firewall security implemented. As such, all hosts reside on the same LAN segment. In a
production scenario, firewall rules and IP routing must be configured to allow required communication between components.
Module Objectives
In this module, we will:
Review the requirements and pre-requisites for deploying Cisco Finesse Agent Email and Unified CCX WebChat
Use the Cisco Unified CCX Administration interface to provision Cisco Finesse Agent Email and Unified CCX
WebChat
Explore the use of Predefined Responses
Use a Web Server to host the Unified CCX WebChat form
Use the Cisco Finesse Desktop Administration interface to enable the Agent Email and WebChat gadgets
Test and explore the functionality of Cisco Finesse Agent Email
Test and explore the functionality of Cisco Unified CCX WebChat
Topology Review and Pre-Configuration

In order to reduce the time required to complete the lab module, some tasks required to facilitate the deployment of the Cisco
Finesse Agent Email and Unified CCX WebChat features have been performed in advance. The following section provides
background on key solution components, their location in the topology and specific configuration in place.
Topology
Table 24. Cisco Finesse Agent Email and Unified CCX WebChat Components
Diagram Name Description Host Name (FQDN) IP Address Username Password

1 UCCX2 Unified Contact Center Express 11.0.1 uccx2.dcloud.cisco.com 198.18.133.20 administrator dCloud123!
2 CCX-SM1 Cisco Social Miner 11.0 ccx-sm1.dcloud.cisco.com 198.18.133.21 administrator dCloud123!
3 MAIL1 Exchange 2010 mail1.dcloud.cisco.com 198.18.133.2 administrator C1sco12345
4 AD1 Active Directory, DNS, IIS ad1.dcloud.cisco.com 198.18.133.1 administrator C1sco12345
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Figure 149. Lab Topology
Cisco Unified Contact Center Express 11.0(1)
Cisco Unified CCX is installed and provisioned with an agent team and voice contact workflow as defined in the following tables.
The Customer Service team will serve as the Line of Business for which we will deploy Cisco Finesse Agent Email and Cisco
Unified CCX WebChat. Unified CCX 11.0(1) is running on uccx2.dcloud.cisco.com (198.18.133.20).
Anita Perez Acts as the primary Agent for the Customer Service 6017 aperez C1sco12345
team
CustomerService_Voice Voice Contact CSQ for CustomerService_Voice Minimum - 5


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Cisco SocialMiner 11
Cisco Social Miner is installed and is running in the environment in an un-provisioned state. You will configure the connection
between Cisco SocialMiner and Cisco Unified CCX as part of the activities in this lab. Cisco SocialMiner 11 is running on ccx-
sm1.dcloud.cisco.com (198.18.133.21).
Microsoft Exchange Server 2010
Microsoft Exchange Server has been installed with the following configuration to accommodate Cisco Finesse Agent Email:
Secure IMAP4 communications on port 993 using an SSL certificate signed by AD1.dcloud.cisco.com.
AD1.dcloud.cisco.com is a trusted CA on all hosts in the environment including Cisco SocialMiner and Cisco Unified
CCX
Secure SMTP relay on port 587 using an SSL certificate signed by AD1.dcloud.cisco.com
Mailbox and User account for CustomerService@dcloud.cisco.com created in order to accept incoming email contacts on
behalf of the CustomerService_Email Contact Service Queue created later in the module
Microsoft Exchange 2010 is running on mail1.dcloud.cisco.com (198.18.133.2).
Microsoft Internet Information Services (IIS)
IIS will serve as the Web Server, which will host the Unified CCX WebChat form to accept incoming chat requests and relay to the
Cisco SocialMiner server. IIS is running on ad1.dcloud.cisco.com (198.18.133.1).
All components of this lab environment are configured with SSL certificates signed by Microsoft Windows Server 2008
Certificate Services running on ad1.dcloud.cisco.com. Workstations used for configuration and demonstration have been
provisioned to trust ad1.dcloud.cisco.com as a Trusted Certificate Authority (CA).
In addition, all Collaboration systems used in this demonstration are configured with Fully Qualified Domain Names and each is
resolvable via hostname lookup.
NOTE: All communications between components and hosts comprising the Cisco Finesse Agent Email and Cisco Unified CCX
WebChat features are secured using SSL. In a production environment, the installation of valid SSL certificates is required as a pre-
requisite to feature deployment. Certificate management for this lab has been performed using an internal Enterprise Certificate
Authority (CA). In a production environment, it is recommended to use a trusted third party Certificate Authority to secure
communications.
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Agent Email and WebChat Design Specifications

Let us explore our intended end-state configuration for Cisco Finesse Agent Email and Cisco Unified CCX WebChat.
Chat and Email CSQs
Unique CSQs for Chat and Email routing are required. These are Skill based CSQs and will require the creation and assignment
of particular skills which then be assigned to agents in order to make them eligible to receive incoming Chat and Email contacts.
Table 29. New CSQ for WebChat
CustomerService_Chat Chat Contact CSQ for CustomerService_Chat Minimum - 5

Customer Service Chat
Requests
Table 30. New CSQ for Agent Email
Name Use Case Email Address Skill Name Skill Level
CustomerService_Email Email Contact CSQ for CustomerService@dcloud.cisco.com CustomerService_Email Minimum - 5

Customer Service Chat
Requests
Configure the Unified CCX Chat and Email Subsystem

In the following activity, we will configure the Chat and Email Subsystem to integrate Unified CCX with Cisco Social Miner.
1. Open the RDP session connected to wkst1.dcloud.cisco.com (Charles Holland).
6. Click Log in.
Figure 151. Log In to Unified CCX Administration
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Create Skills for Email and WebChat
As specified earlier, we will use skill based routing for both Finesse Agent Email and WebChat contacts on this Unified CCX
System. Before configuring the Cisco Finesse Agent Email and Unified CCX WebChat features we will create the skills used to
determine agent eligibility to receive Email and Chat contacts.
To avoid confusion and best illustrate the Skill > CSQ relationship, we will create one skill for Email and one for Chat. We will
name these skills match the CSQ to which they will be assigned. See the table below for details.
Table 31. Skill Name to CSQ relationship
Skill Name CSQ Name Purpose
CustomerService_Chat CustomerService_Chat Chat Contact CSQ for Customer Service Chat

Requests
CustomerService_Email CustomerService_Email Chat Contact CSQ for Customer Service Chat

Requests
1. From the menu, choose Subsystems > RmCm > Skills.
Figure 152. Subsystems > RmCm > Skills
2. Click the Add New [ ] button.
3. In the Skill Name field, type: CustomerService_Chat and then click the Save button to add the new skill.
Figure 153. Add the CustomerService_Chat skill
4. Click the Add New [ ] button.
5. In the Skill Name field, type: CustomerService_Email and then click the Save button to add the new skill.
6. Confirm that the list of Skills matches the graphic below.
Figure 154. New Chat and Email Skills
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Social Miner Configuration
The first step in provisioning both Cisco Finesse Agent Email and Cisco Unified CCX WebChat is to define the Cisco
SocialMiner server to which this Unified CCX application cluster will pair. All configuration will be performed from the Unified
CCX Administration web interface. Unified CCX will automatically perform the provisioning operations on Cisco SocialMiner
enabling it to handle and route incoming Chat and Email requests.
NOTE: There is a one to one relationship between Cisco SocialMiner and a Cisco Unified CCX Cluster. This is to say that a
single Cisco SocialMiner server may pair with only one Cisco Unified CCX Cluster and vice-versa.
1. From the menu, choose Subsystems > Chat and Email > SocialMiner Configuration.
Figure 155. Subsystems > Chat and Email > SocialMiner Configuration
2. We will specify the details on this page to indicate the hostname and administrative username and password required to
enable Unified CCX to connect to the target Cisco SocialMiner instance.
Table 32. SocialMiner Configuration Parameters
Setting Input
IP Address/Host Name ccx-sm1.dcloud.cisco.com
User Name administrator
Password dCloud123!
4. Click Save.
Figure 156. SocialMiner Configuration
5. Observe the status message indicating that SocialMiner has been configured and the data has been saved successfully.
This confirms that the Cisco SocialMiner server joined to UCCX successfully and two-way communication established.
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NOTE: After saving this data you should notice a green checkmark [ ] next to Campaigns. However, Feeds may take up to 2
minutes to transition from an alarm state. You may proceed to the next activity and check back later. Notifications will only
transition to green after having received one email and/or web chat request.
Mail Server Configuration
In order to provision elements of the Cisco Finesse Agent Email feature we must first specify the connection details for the
Microsoft Exchange email server where the mailboxes for Email CSQs will reside.
6. Use the menu to navigate to Subsystems > Chat and Email > Mail Server Configuration
Figure 157. Subsystems > Chat and Email > Mail Server Config
Table 33. Mail Server Configuration Parameters
Setting Input
Incoming (Secure IMAP) Hostname mail1.dcloud.cisco.com
Outgoing (Secure SMTP) Hostname mail1.dcloud.cisco.com
Description Primary Mail Server
8. Click Update.
Figure 158. Mail Server Configuration
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Adding Chat and Email Contact Service Queues
As with voice contacts in Unified CCX, to accept and route incoming Chat and Email contacts, CSQs are defined for the purpose.
Recall: We created two skills CustomerService_Chat and CustomerService_Email earlier in this exercise. These will be used to
specify the assigned skill requirements to be eligible to receive contacts routed to our Chat and Email CSQs.
1. From the Unified CCX Administration menu, navigate to Subsystems > Chat and Email > Contact Service Queues.
Figure 159. Subsystems > Chat and Email > Contact Service Queues
2. Click Add New.
3. To create the CustomerService_Chat Contact Service Queue, enter the following values:
Table 34. Customer Service Chat CSQ Parameters
Setting Input
CSQ Name CustomerService_Chat
Resource Selection Criteria Most Skilled
CSQ Type: Chat
4. Click Next.
Figure 160. Chat CSQ Configuration Part 1
5. From the Available Skills list, select CustomerService_Chat.
6. Click Add.
Figure 161. Chat CSQ Skills Assignment
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7. This operation assigns the CustomerService_Chat skill, with a required competency of 5. This means that agents must be
assigned this skill at a competency level of 5 or higher to be eligible to receive chat contacts.
8. Click Save.
9. From the Contact Service Queues (CSQs) page, click the Add New button.
Table 35. Email CSQ Configuration Parameters
Setting Input
CSQ Name CustomerService_Email
CSQ Type: Email
Resource Selection Criteria Most Skilled
Email username CustomerService@dcloud.cisco.com
Email password C1sco12345
Poll Interval 10
11. Click Next.
NOTE: The Poll Interval specifies the interval frequency in seconds that Cisco SocialMiner will attempt to fetch new mail for this
account. Valid range is from 10 to 86400. We configured this at the minimum value of 10 to ensure that email is retrieved quickly
during our testing and validation.
Figure 162. Email CSQ Configuration Part 1
12. From the Available Skills list, click CustomerService_Email.
13. Click Add.
Figure 163. Email CSQ Skills Assignment
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14. This operation assigns the CustomerService_Email skill with a required competency of 5. This means that agents must be
assigned this skill at a competency level of 5 or higher to be eligible to receive email contacts.
15. Click Save.
16. Confirm that the list of CSQs matches the graphic below:
Figure 164. Chat and Email CSQs
Assigning Chat and Email CSQs to the Customer Service Agent Team
In the next section, we will associate the newly created CustomerService_Chat and CustomerService_Email Contact Service
Queues with the Customer Service agent team. This affects whether queue data is presented in the various team reporting
interfaces and supervisor tools in the Cisco Finesse Supervisor Desktop.
17. From the Unified CCX Administration menu, navigate to Subsystems > Chat and Email > Teams.
Figure 165. Subsystems > Chat and Email > Teams
18. Click the hyperlink for Customer Service to edit the Customer Service team properties.
19. In the Available CSQs list, click the entry for CustomerService_Chat.
20. Hold the Shift key and click the entry for CustomerService_Emal to choose multiple items.
21. Click the left arrow [ ] to assign the selected CSQs to the Customer Service team.
Figure 166. Assign CSQs to Customer Service Team
22. Click Save.
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Assigning Email and WebChat Skills to Agents
In order to make our agents eligible routing targets for both Chat and Email contacts within the CustomerService_Chat and
CustomerService_Email Contact Service Queues, we must assign these skills to agents with competency greater than or equal
to the minimum skill competency specified by our CSQ configuration.
We will use the Assign Skills wizard to assign both Charles Holland and Anita Perez the CustomerService_Chat and
CustomerService_Email skills at a competence of 5 (the default).
1. From the menu choose Subsystems > RmCm > Assign Skills.
Figure 167. Subsystems > RmCm > Assign Skills
2. Place a checkmark in the boxes to select Charles Holland and Anita Perez.
3. Click the Add Skill button.
Figure 168. Choose Agents
4. In the Available Skills list, click the entry for CustomerService_Chat.
5. Hold the Shift key and click the entry for CustomerService_Emal to choose multiple items.
6. Click the left arrow [ ] to assign the selected Skills at the default Competence Level of 5.
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7. Click the Update button to assign these skills to the selected agents.
Figure 169. Assign CustomerService_Chat and CustomerService_Email skills
8. Click OK to apply changes to the selected resources.
Figure 170. Apply Changes
9. The CustomerService_Chat and CustomerService_Email skills are assigned a Competence Level of 5. Charles and Anita
are considered active resources in the CustomerService_Chat and CustomerService_Email Contact Service Queues.
Predefined Responses
Use the Predefined Responses page to configure and manage chat and email predefined responses. You can add a maximum of
500 chat and email responses. These responses are available in the Manage Chat and Email gadget on Finesse Agent Desktop.
You can configure the responses to be available either to all the agents or only to the agents that are associated with specific
CSQs. In this activity, we will create a pre-defined chat response for later observation.
1. From the menu, choose Subsystems > Chat and Email > Predefined Responses.
Figure 171. Subsystems > Chat and Email > Predefined Responses
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2. Click Add New.
3. Create a predefined Chat response to simplify the initial agent greeting. Use the table below to complete the form:
Table 36. Predefined Chat Response Configuration Parameters
Setting Input
Title Initial Greeting
Type Chat
Response Thank You for contacting us. How may I assist you today?
Tag Global for all CSQs
4. Click Save.
5. This predefined response will now be available from the Unified CCX WebChat gadget on Cisco Finesse Desktop when
replying to incoming Chat requests.
Figure 172. Configured Response
Create a Chat Web Form and Social Minder Chat Widget
Next, we will create a Chat Web Form and Chat Widget combination. The Chat Web Form provides a mechanism for customers
to enter pertinent information regarding the reason (Problem Statement) for their contact along with contact details. This
information is then posted to the Chat Widget hosted on Cisco SocialMiner. It is used to route the contact to an assigned Chat
CSQ. As part of the creation of a Chat Widget the wizard will generate html code for a matching Chat Web Form to be hosted on
a customer website accessible from the internet. For this lab, we will use this generated code and host the resulting Web Chat
Form on the Web Server running on ad1.dcloud.cisco.com.
1. From the menu, choose Subsystems > Chat and Email > Chat Widget List.
Figure 173. Subsystems > Chat and Email > Chat Widget Llist
2. From the List Chat Web Forms configuration page, click the Add New button.
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3. Lets analyze the available fields and their purpose:
Table 37. Chat Web Form Configuration Parameters
Form Area Parameter Name Description
Widget Details Name Unique identifier of the chat widget.
Description Chat widget description.
Logo URL Location of the logo file displayed in the widget.
Widget Wait Message Message displayed to the customer when the customer starts a chat session.
Join Time-out Message Message displayed to the customer when a chat request is not handled within the set time.
Error Message Message displayed to the customer when CCX or chat service is not available to handle chat requests.
User Form Fields Customer Details A list of pre-defined fields, which a customer will be prompted to provide. This data will be available to
an answering agent in the Finesse WebChat gadget.
4. Create a WebChat Widget using the following parameters:
Table 38. WebChat Widget Configuration Parameters
Setting Input
Name Customer Service
Description Customer Service WebChat Widget
Logo URL http://ad1.dcloud.cisco.com/dcloud/images/Cisco.png
5. Under the User Form Fields heading from the Available Fields list, click the entry for Name.
6. Hold the Ctrl key and click the entry for Email and the entry for PhoneNumber to choose multiple items.
7. Click the right arrow [ ] to assign the selected Fields to the Web Form.
8. Click the Next button to continue.
Figure 174. WebChat Widget Configuration
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9. Next, create a Problem Statement to be used by the WebChat Widget to route the request to a specified CSQ. Use the
parameters in the table below:
Table 39. Problem Statement Configuration Parameters
Setting Input
Problem Statement Product Order Support
CSQ List CustomerService_Chat
10. Click Next.
11. The next page displays a preview of the Web Form generated during the configuration process. Notice that the Name, Email,
and Phone Number fields are present. A single problem statement entitled Product Order Support is available via the drop-
down menu.
Figure 175. Web Form Preview
12. Click Finish to continue.
13. The final page of the Chat Web Form Configuration wizard displays the generated html code for the Web Form created
through the configuration process.
14. Use your mouse to select all text within the Generated Code window between the <html> and </html> tags.
Figure 176. Select Generated Code
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15. With your mouse positioned anywhere over the highlighted text, right-click and choose Copy from the context menu.
16. Open the Notepad application on wkst1.dcloud.cisco.com by clicking the icon [ ] in the windows taskbar.
17. Anywhere within the Notepad application window, right-click with your mouse and choose Paste from the context menu.
18. Minimize but do not close the Notepad application.
NOTE: We will use the generated code in a later step to complete the process of hosting an html web form.
19. Switch application focus back to the Mozilla Firefox browser and click the Done [ ] button.
Email and Chat Channel Parameters
The settings defined here allow administrators to customize the behavior of the Chat and Email contact channel parameters. These
are global values applied to ALL Chat and Email Contact Service Queues created. Let us take a moment to review the channel
configuration options.
1. Click the Mozilla Firefox browser tab connected to the Cisco Unified CCX Administration web page.
2. From the menu, choose Subsystems > Chat and Email > Channel Parameters.
Figure 177. Navigate to Channel Parameters
3. Review the parameters listed in the table below to understand their purpose.
Table 40. Chat and Email Global Channel Parameters
Channel Type Parameter Name Description
Chat No Answer Timeout (Seconds) The time allotted for an agent to respond to the chat request after which, the chat request is routed back to the
chat queue.
Chat Join Timeout (Minutes) The time after which the customer initiates a chat and, if an agent is not joined, the customer gets a message
indicating that chat is currently unavailable. An agent may still join the chat after this timeout expires.
Chat Inactivity Timeout (Minutes) The customer inactivity time after which, the system ends the chat. (Customer side only)
Chat Offer Chat Contact When On Choose Yes to allow agents to handle an incoming chat while on a voice call.
Voice Call
Chat Offer Voice Call When On Chat Choose Yes to allow agents to handle an incoming voice call while in an active chat session.
Chat Maximum Number of Chat A range of 1-5, specifying how many concurrent chat sessions an agent is allowed to handle.
Sessions Per Agent
Email Maximum Number of Email A range of 1-5, specifying how many concurrent email sessions and agent is allowed to handle.
Sessions Per Agent
Email Sticky Email Timeout (Hours) Specify the amount of time for which an email message waits for a reply from a specific agent. Sticky email
routing (Last-agent email routing) is a mechanism to route an email message to the agent who handled the last
leg of the email conversation. When an email message, which is part of an ongoing conversation, comes in
and the agent who handled the last leg of the conversations is not available, the email will wait for the time
specified by this parameter. Valid ranges are 1-120 hours.
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NOTE: These parameters should be reviewed and set based on the business case for a particular contact center environment. For
example, the Sticky Email Timeout value would be much higher in cases where consistency of ownership of a particular email
contact (usually based on the nature of the contact) is of higher importance than the speed at which a reply is generated to back to
a customer. These values allow you to customize the behavior of the system to meet the business objectives of your customer.
Chat and Email Provisioning Complete
All Chat and Email provisioning needed to enable Cisco Finesse Agent Email and Cisco UCCX WebChat is now complete.
Configure Cisco Finesse to Enable Agent Email and WebChat

With all Chat and Email subsystem provisioning complete, we must now modify the default Cisco Finesse Desktop layout to
enable activation of the built-in gadgets for Agent Email and WebChat.
Configure Desktop Layout
1. From the Navigation menu of the Cisco Unified CCX Administration web page, choose Cisco Finesse Administration.
2. Click Go.
Navigate to Cisco Finesse Administration
NOTE: Finesse Administration can be accessed directly using the following URI: https://uccx1.dcloud.cisco.com:8445/cfadmin.
7. Log in to Cisco Finesse Administration with ID: administrator and Password: dCloud123!.
Log in to Cisco Finesse Administration
3. From the menu, choose Desktop Layout.
4. The default Cisco Finesse Desktop layout includes code to enable the WebChat and Agent Email gadgets; however, it is
commented out and therefore ignored by the rendering engine.
5. Observe near the top of the current layout there is a commented section of code for the WebChat and Email gadget. The
beginning of a comment is denoted by a .
Figure 178. Finesse Desktop Layout Commented Portion
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Removing the comment markers as well as the comment text and leaving only the gadget delimitations enables the gadget. There
are six distinct commented areas within the layout file and two locations where the hostname of the Cisco SocialMiner server
must be inserted. To save time, a pre-edited copy of the Finesse Desktop Layout file has been created for use in this activity.
6. Locate the pre-configured Finesse Desktop layout file by double-clicking on the folder CCX-Enablement folder on the
windows desktop of wkst1.dcloud.cisco.com (Charles Holland).
7. Browse to the folder Module3.
8. Double-click the file Chat_Email_Finesse_Layout.xml to open the file in Notepad.
Figure 179. Open Finesse Desktop Layout XML File
9. Use the Ctrl + A key combination to choose the contents of the file.
10. Use the Ctrl + C key combination to copy the selection to the clipboard.
11. Close this Chat_Email_Finesse_Layout.xml file open in the notepad editor.
12. Switch application focus back to the Cisco Finesse Administration web page.
13. Place your mouse cursor within the Finesse Layout XML frame.
14. Use the Ctrl + A key combination to select all text within the frame.
Figure 180. Select all current XML
15. Use the Ctrl + V key combination to paste the code copied from the clipboard earlier.
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16. Click the Save button.
17. Observe the status message indicating that the layout modification is saved successfully.
Figure 181. Modification Successful
18. Close the Cisco Finesse Administration tab in Mozilla Firefox.
Hosting the Chat Web Form Generated Code

In order to make use of the html Web Form code generated during the previous exercise, we must save the code as an HTML file
and place it in a file directory on the Web Server that is part of the web-hosting configuration. Using a network drive mapped to
ad1.dcloud.cisco.com we will save the resulting html file to the default hosting directory of Internet Information Service (IIS):
C:\inetpub\wwwroot. Once the file is saved to the appropriate directory on ad1.dcloud.cisco.com, all we need do is restart the
web server and it will automatically be available at the URL: http://ad1.dcloud.cisco.com/chat.html.
Save chat.html to ad1.dcloud.cisco.com
1. Switch focus to the Notepad application where the generated code was copied to in our earlier exercise.
2. From the Notepad menu, choose File > Save As.
Figure 182. Save As
3. In the Save As dialog, expand Computer and choose the Mapped Network drive letter Z.
Figure 183. Browse to Mapped
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4. Enter the following values to save the generated code as an html file.
Table 41. Save As Parameters
Setting Input
File Name chat.html
Save as type All Files (*.*)
Encoding ANSI
Figure 184. Save As Parameters
5. Click Save
6. Close the Notepad application.
NOTE: By saving the file to the mapped network drive, we have actually placed it in the IIS web root directory on
ad1.dcloud.cisco.com (C:\inetpub\wwwroot).
Restart IIS
7. Switch to the RDP session connected to ad1.dcloud.cisco.com (Administrator).
8. Launch the IIS Manager application by clicking the icon [ ] in the windows taskbar.
9. In the Connections pane of the IIS Manager window, choose the entry for AD1 (DCLOUD\administrator).
10. In the Actions pane, click Restart to restart the web server and make the chat.html file actively available.
Figure 185. Restart IIS
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Verify Web Form
With the configuration to the Web Form chat.html complete we will test to ensure that the file is accessible in a web-browser
before moving on to the next configuration activity.
12. Bring focus back to Mozilla Firefox and click the + next to the current open tab to open a new tab.
Figure 186. New Tab
13. From the dCloud Homepage, choose Collaboration User and Test Links > UCCX 11.0.1 Agent Chat Widget. You may
also type or paste the URL http://ad1.dcloud.cisco.com/chat.html into the new web browser tab to access the form directly.
14. Observe the newly hosted Web Form displayed. It should match the graphic below.
Figure 187. Hosted Web Form
15. Leave this tab open as it will be used again.
Testing Unified CCX WebChat

With all configuration activities completed, we will now log in to the Finesse Agent Desktop with the updated layout and test our
configured WebChat implementation by answering customer chat requests as agent Anita Perez.
Log in to Cisco Finesse and Transition to Ready for Chat and Email
2. Launch Mozilla Firefox by clicking the icon [ ] in the Windows taskbar.
ID: aperez
Extension: 6017
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5. Click Sign In.
6. Notice that based on the changes made to the Finesse Desktop Layout, a new tab named Manage Chat and Email is
present. Also, note the state change gadget for Chat and Email.
Figure 189. Changes to Desktop Layout
7. Transition to Ready for Chat and Email by clicking the down arrow to the right of the Not Ready for Chat and Email control.
Figure 190. Transition to Ready for Chat and Email
NOTE: There are two distinct agent states, which are managed independently of one another. An agent may be ready for either
Voice or Chat and Email or both simultaneously. Transitioning to a Ready state for one has no effect on the other.
Test Unified CCX WebChat
2. Switch focus to the tab connect to the newly created Web Chat Form. If Firefox is closed, you may navigate directly to the
Web Form by browsing to the following URL: http://ad1.dcloud.cisco.com/chat.html.
3. In the chat form enter the following values or appropriate text of your choice:
Setting Input
Name Charles Holland
Email cholland@dcloud.cisco.com
Phone Number +14085556018
Problem Product Order Support
Figure 191. Web Form
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4. Click Submit.
5. Observe that the browser is connected to the Chat Widget hosted on Cisco SocialMiner.
Figure 192. Chat Widget Welcome Message
6. The welcome message will continue to be presented until either the chat session is connected to an available agent or the
timeout value specified in the Channel Parameters has been reached.
8. Notice that an incoming chat notification is displayed on the Home tab in Cisco Finesse.
9. Accept the incoming chat request by clicking the Accept button.
Figure 193. Incoming Chat Request
10. Observe that the Cisco Finesse Desktop switches application focus to the Manage Chat and Email tab.
11. Use the Select Predefined Response button [ ] at the far right of the chat response box.
12. Click Initial Greeting from the Predefined Response list to copy the predefined response text into the chat window.
13. Press the Enter key to paste this text into the chat.
Figure 194. Predefined Response
15. Into the chat window, type any response text of your choice. Press Enter to post the reply text into the chat session.
Figure 195. Customer Response
16. Switch to the RDP session connected to wkst2.dcloud.cisco.com.
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17. Type another reply of your choice and press Enter to post the reply into the chat session.
Figure 196. Agent Reply Text
18. Feel free to continue replying back and forth. When finished choose End from the Finesse Desktop.
Figure 197. End Chat Session
19. Return to the RDP session connected to wkst1.dcloud.cisco.com (Charles Holland).
20. Observe the message to the customer that the chat session has ended. The customer is offered the option to save the chat
transcript as a PDF file.
Figure 198. Save Chat Transcript
21. Click Yes to save the transcript.
22. In the Save As dialog, click OK.
23. Close the Chat tab in the Mozilla Firefox browser.
24. Use the windows file explorer to browse to Desktop\CCX-Enablement\Downloads.
25. Double-click the saved PDF file to open and review it if desired.
Figure 199. Saved Chat Transcript
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26. Close the Chat Transcript tab in the browser.
27. Close the Windows Explorer window.
Testing Cisco Finesse Agent Email

In the final section of this lab module, we will test the Finesse Agent Email feature to confirm operation.
Send an Email to Customer Service
1. Continuing from the RDP session connected to wkst1.dcloud.cisco.com, launch Microsoft Outlook via the icon [ ] on the
Windows Taskbar.
2. Click the New Email icon [ ] located in the top left of the Microsoft Outlook application window.
3. Compose a message to the Customer Service email CSQ using the following parameters:
Table 43. Send email
Setting Input
To CustomerService@dcloud.cisco.com
Subject Order #11004
Message Body Hello. Id like to have the tracking number of my

recently shipped order. (Or text of your choice)
4. Click Send.
Reply to a Customer Email
6. Because Anita Perez is already in a state of Ready for Chat and Email, when the incoming message is routed to her,
Finesse Desktop will automatically switch focus to the Manage Chat and Email tab. The new message will be displayed
along with a space for the agent to reply to the message.
7. Type a suitable reply and click the Send button.
Figure 200. Reply to Customer Email
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Confirm Receipt of Reply
9. Confirm that a reply message from CustomerService@dcloud.cisco.com is present in the email inbox. It may take a minute or
two for the email response to arrive.
Last-Agent routing (Email Stickiness)
One of the capabilities of Cisco Finesse Agent Email is to ensure that the agent, who handles the initial customer contact, is the
preferred target for replies on that email thread. This is Last-agent routing or Email Stickiness. The amount of time that Cisco
Unified CCX waits until releasing these replies back into the queue is specified by the Sticky Email Timeout value under Chat
and Email > Channel Parameters, discussed earlier in the lab. This value can be a minimum of 1hr and up to 120 hours.
In our final test, we will have Charles Holland assigned to the CustomerService_Email CSQ, with a competence level equal to
Anita, and then he will log in to Cisco Finesse and transition to a Ready for Chat and Email state. Meanwhile agent Anita Perez
will then transition to a Not Ready for Chat and Email state. The customer will then reply to the same email thread.
Based on your learning in this module, what do you expect the result to be?
2. Transition to Not Ready for Chat and Email by clicking the down arrow to the right of the Ready for Chat and Email control.
3. Return to the RDP session connected to wkst1.dcloud.cisco.com (Charles Holland).
4. If not already running, launch Mozilla Firefox by clicking the icon [ ] in the Windows taskbar. Otherwise, open a new tab.
5. From the dCloud homepage, navigate to Collaboration User and Test Links > UCCX 11.0.1 Finesse Desktop.
6. Enter the following to log in to the Cisco Finesse Supervisor Desktop:
ID: cholland
Extension: 6018
7. Click Sign In.
8. Transition to Ready for Chat and Email by clicking the down arrow to the right of the Not Ready for Chat and Email control.
Figure 201. Transition to Ready for Chat and Email
9. From the Cisco Finesse Supervisor Desktop menu, click the Queue Data tab.
Figure 202. Queue Data Menu
10. Scroll to the bottom of the page to view the data presented by the Chat CSQ Summary Report live data gadget.
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11. Confirm that there are 2 agents logged in and 1 in a Ready state.
Figure 203. Chat CSQ Summary Report
12. Switch application focus to the Microsoft Outlook application.
13. Locate the Email reply from CustomerService@dcloud.cisco.com generated through the previous exercise.
14. Click the Reply [ ] button.
15. Leaving the Subject and To fields intact, compose a brief reply of your choice.
16. When finished click the Send button.
Figure 204. Reply Email Thread
17. Switch application focus to the Cisco Finesse Desktop.
18. Observe that the email is not routed to Charles Holland. This is because the system will hold this message in reserve for
Anita Perez until she becomes available to reply as long as it is within the timeout value of 4 hours per the currently
configured Sticky Email Timeout of 4 hours.
20. From Cisco Finesse Agent Desktop, transition to a Ready for Chat and Email state.
21. Confirm that the reply email message is immediately presented to Anita Perez.
22. Feel free to reply if desired. When finished, move on to the next step.
24. Switch to the RDP Session connected to wkst1.dcloud.cisco.com (Charles Holland).
25. Close Mozilla Firefox.
26. Close Microsoft Outlook.
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Module 3 Conclusion
Through the completion of this activity, we accomplished the following learning objectives:
Review the requirements and pre-requisites for deploying Cisco Finesse Agent Email and Unified CCX WebChat
Use the Cisco Unified CCX Administration interface to provision Cisco Finesse Agent Email and Unified CCX
WebChat
Explore the use of Predefined Responses
Use a Web Server to host the Unified CCX WebChat form
Use the Cisco Finesse Desktop Administration interface to enable the Agent Email and WebChat gadgets
Test and explore the functionality of Cisco Finesse Agent Email
Test and explore the functionality of Cisco Unified CCX WebChat
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Module 4: Finesse Gadget Creation and Customization Tutorial

Module Overview
In this Module, we will learn how to add a custom Finesse Gadget to the Cisco Finesse Agent Desktop to meet a stated
business need. Cisco has made available certain Sample Gadgets on the Cisco Developer Network (DevNet) website. We will
be using the WebService Sample Gadget from this site, performing customization to make it suit our requirements. Through this
process, we will explore how Cisco Finesse Gadgets operate and how to deploy one in our lab environment.
NOTE: For students wishing to skip the gadget development process or encountering difficulty following the exercise, a working
version of the customized WebService Sample Gadget is in the Desktop\CCX-Enablement\Student-Resources\Module4-
Completed-Gadget folder of wkst1.dcloud.cisco.com.
What is Cisco Finesse?
Finesse is a browser based Customizable Desktop Interface for both Agents and Supervisors. The interface is a compilation of
customizable tables for various desktop layouts. It allows the Agent to change their state and interact with CRMs, 3rd Party tools,
and Recording or reporting via customizable Gadgets.
Cisco Finesse can use third Party Gadgets to imbed applications into its interface or using the REST API, imbed the Finesses API
into a customers own application.
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Gadgets use existing web standards:
HTML for markup
JavaScript for interactivity
CSS for presentation and
Follow OpenSocial Gadget specification (Metadata storage and Content)
Finesse Gadgets at a Glance
Cisco Finesse Gadgets are mini web pages (HTML JavaScript, Cascading Style Sheets) contained in an xml wrapper. In
essence, a containerized WebApp that is intended to perform a certain function and runs within Cisco Finesse. Cisco Finesse
Gadgets are architected using the OpenSocial specification.
The OpenSocial specification defines a component-hosting environment (container) and a set of common application
programming interfaces (APIs) for web-based applications. It has become widely adopted as a general use runtime environment
for allowing untrusted and partially trusted components from third parties to run in an existing web application.
Cisco provides Sample Gadgets and a JavaScript library for use in creating custom Gadgets. While Gadgets are quite simple, the
easiest way to get started is to download a sample, deploy it to your Finesse Server, and see it in action.
Ultimately, Cisco Finesse Gadgets are intended to provide the optimal set of tools, features, and data needed to effectively
handle customer collaboration from within a single user interface: Cisco Finesse Agent Desktop. The overall architecture of
Cisco Finesse enables partners to help customers quickly and efficiently realize benefits of Unified CCX by adding required
features as needed to Cisco Finesse in the form of gadgets.
Module Objectives
In this module, we will explore and work through the process of downloading, customizing, and implementing a new Cisco
Finesse Gadget, which solves for a potential business problem. We will use freely available editing tools and sample code to
demonstrate and work through this process.
Understand the modular architecture of Cisco Finesse
Understand the fundamentals of the operation and components of Gadgets in Cisco Finesse
Identify a theoretical business problem that can be solved using a custom gadget
Download an example gadget from DevNet
Customize gadget components to meet the use case
Host the gadget in Cisco Finesse
Modify the Finesse Desktop Layout to add the new gadget
Test operation of the gadget
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Topology Review and Pre-Configuration

In order to reduce the time required to complete this module, some elements required to facilitate the Finesse Gadget Tutorial
have been configured in advance. The following section provides background on key solution components, their location in the
topology and specific configuration in place.
Topology
Table 44. Cisco Finesse Agent Email and Unified CCX WebChat Components
Diagram Name Description Host Name (FQDN) IP Address Username Password
1 UCCX2 Unified Contact Center Express 11.0.1 uccx2.dcloud.cisco.com 198.18.133.20 administrator dCloud123!
2 WKST2 Windows 7 Workstation wkst2.dcloud.cisco.com 198.18.133.37 aperez C1sco12345
4 AD1 Active Directory, DNS, IIS ad1.dcloud.cisco.com 198.18.133.1 administrator C1sco12345
Figure 206. Lab Topology
Cisco Unified Contact Center Express 11.0(1)
Cisco Unified CCX has been installed and provisioned with an agent team and voice contact workflow as defined in the tables
below. The Customer Service team will serve as the Line of Business for which we will customize and deploy a new Cisco
Finesse Gadget.
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Anita Perez Acts as the primary Agent for the Customer Service 6017 aperez C1sco12345
team
CustomerService_Voice Voice Contact CSQ for CustomerService_Voice Minimum - 5


Microsoft Internet Information Services (IIS)
IIS will serve as the Web Server, which will host an xml file that our custom gadget will fetch. IIS is running on
ad1.dcloud.cisco.com (198.18.133.1).
All components of this lab environment are configured with SSL certificates signed by a Microsoft Windows Server 2008
Certificate Services server running on ad1.dcloud.cisco.com. Workstations used for configuration and demonstration are
provisioned to trust ad1.dcloud.cisco.com as a Trusted Certificate Authority (CA).
In addition, all Collaboration systems used in this demonstration are configured with Fully Qualified Domain Names and each is
resolvable via DNS hostname lookup.
An Overview of Gadget Operation

As mentioned previously, Cisco Finesse Gadgets make use of existing web standards:
HTML for markup
JavaScript for Interactivity (controls and interface logic)
CSS to define visual styles used when rendering HTML
OpenSocial specification
Let us examine the process of Cisco Finesse Gadget operation:
The Cisco Finesse Desktop Layout instructs Cisco Finesse to render a gadget by providing the location of the XML file
associated with the gadget
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Cisco Finesse fetches the XML file specified from a third party web server or directly within Cisco Finesse Web Server
Finesse will then render the contents of the Gadget as HTML in a gadget container on the Cisco Finesse Desktop
The Gadget includes a JavaScript file that references Web Services to provide it with data. The JavaScript executes
defined data collection processes
Finally, the result of the data collection process is passed along to the Finesse Desktop in the Gadget container
WebService Sample Gadget

Basics of Operation
The WebService Sample Gadget shows how to retrieve and render an Extensible Markup Language (XML) file hosted on any
web server. By default, this is an XML file containing the text Hello World. While simplistic in terms of operation, this gadget allows
us to explore the anatomy of a Cisco Finesse Gadget and understand how we can customize existing code samples to meet the
business needs of our customers.
How Will We Use It?
In our scenario, the Customer Service agent team provides ordering support for an Organization that manufactures high quality
Widgets. Calls into the Customer Service team may be to place a New Order or provide support for an Existing Order.
The marketing group for the Organization determined that information regarding current product promotions is not effectively
being provided to the Customer Service representatives while speaking with customers. Agents taking new product orders are
missing an opportunity to provide callers with promotional offers resulting in a loss of potential revenue.
The marketing team posts promotion sheet called CurrentPromotions.xml on a nightly basis to the intranet web server.
We will customize the WebService Sample Gadget to retrieve the contents of the promotions list and render it in the Cisco
Finesse Desktop, providing agents with the most recent promotional offering when fielding customer calls.
Download Gadget Code from Cisco DevNet

The Cisco Developer Network or DevNet is a tremendous resource for those looking to extend the functionality of any Cisco
Product or Solution set. In this lab, we will use a publicly available code sample and through the process of implementation and
customization gain a fundamental understanding of the mechanics behind Cisco Finesse Gadgets.
In the following steps, we will access the DevNet site and download the code for our WebService Sample Gadget.
3. To access the DevNet sample gadgets repository, go to https://developer.cisco.com/site/finesse/downloads/sample-gadgets/.
Figure 207. Finesse Sample Gadgets URL
4. Click Log In at the top of the page and log in with your CCO credentials.
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NOTE: To get the WebService Sample Gadget, you need to log in to the DevNet website with your Cisco.com credentials. If
you do not have those, please use this link to the download the gadget: https://cisco.box.com/WebServiceSampleGadget.
5. On the Finesse Sample Gadgets page, type Ctrl + F to open the Find window at the bottom of the browser.
6. Search for WebService. Doing so will bring you directly to the entry for the Sample Gadget WebService gadget.
7. Click the hyperlink for Download WebServiceSampleGadget-2.0.zip to initiate the download.
Figure 208. Download the Sample Gadget WebService
8. Click OK to Save File. This will download to the default directory at Desktop\CCX-Enablement\Downloads.
9. Logout of the DevNet site.
10. Use Windows File Explorer to navigate to the following directory > Desktop\CCX-Enablement\Downloads.
11. Right-click the file WebServiceSampleGadget-2.0.zip and choose 7-Zip > Extract to WebServiceSampleGadget-2.0\.
12. This extracts the contents of the archive to a folder in the current directory named WebServiceSampleGadget-2.0.
Figure 209. Extract Files from the .zip file
The Anatomy of a Gadget

Next, we will examine the files that make up the WebService Sample Gadget and discuss the role and function of each.
1. In the File Explorer window currently open in the Desktop\CCX-Enablement\Downloads folder, browse to
WebServiceSampleGadget-2.0\WebService.
Figure 210. Browse to the WebService directory
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2. Observe the files listed therein. A brief explanation of each file and its function is available in the following table.
Table 49. Gadget Files and Function
File Name Function
HelloWorld.xml Sample XML content file which comes as part of the Sample Gadget. We will be modifying the contents of this file as part of our gadget
customization process. We will create a file called Current Promotions.xml to meet our customer requirement.
WebService.xml Gadget definition file containing the HTML content the gadget and references to files containing business logic,jQuery and Finesse
JavaScript libraries and visual styles.
WebService.js A JavaScript file containing the business logic for the gadget. The JavaScript file provides the logic to run the HTTP request to the Web
Server, which hosts the content XML file to be retrieved. It then returns the result as HTML which is rendered on the Finesse Desktop.
WebService.css This file defines the HTML styles used when the Gadget renders HTML content. The WebService.xml file references this explicitly.
NOTE: The Unified CCX server ships with installed copies of both the jQuery and Finesse JavaScript libraries located in the
/opt/cisco/desktop/finesse/webapps/desktop/assets/js/ directory. The JavaScript file, which contains the business logic of the
gadget, will leverage these libraries. They are referred to in the WeService.xml file. When developing your custom gadgets, you will
also use these libraries. They are finesse.js and jquery.min.js.
Create the Current Promotion XML File

Ultimately, the control and update of this file would be the responsibility of our theoretical Marketing Team, but for the purposes of
this lab we will take on that role and create the file that will contain the fictional information regarding current product promotions.
We will then host this file on a web server to make it accessible to our Agents via the Cisco Finesse Gadget.
We will use the Hello World.xml file as the starting point and edit it to suit our needs.
Create the New CurrentPromotion.xml File
1. From the File Explorer window viewing the Desktop\CCX-Enablement\Downloads\WebServicesSampleGadget-

2.0\WebService folder, right-click the file HelloWorld.xml and choose Edit with Notepad ++.
Figure 211. Edit with Notepad ++
NOTE: If presented with the notice of an update package being available, click No.
2. Observe that the XML data structure and tags are not optimal for providing promotional data.
Figure 212. Contents of the HelloWorld.xml File
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3. Clear the current data by highlighting all the text beneath the XML version reference tag <?xml version = 1.0?>.
4. Press the Backspace key to delete.
Figure 213. Highlight and Delete Existing Text
5. Type or paste the following to create an XML data structure with appropriate promotion data:
<promotions>
<productname>Super Deluxe Widget Bundle</productname>
<promotion>Buy 2 Get 1 Free</promotion>
</promotions>
Figure 214. Product Promotion Data
Save the CurrentPromotion.xml File to the IIS Web Server
To simplify file transfer operations, a mapped network drive (Z:) has been configured on wkst1.dcloud.cisco.com in advance.
This network share is actively connected to the Web Root directory on ad1.dcloud.cisco.com and path is C:\inetpub\wwwroot.
We will save our new CurrentPromotion.xml file directly to the Web Server.
6. From the Notepad ++ editor menu, choose File > Save As.
7. In the Save As file dialog, browse to Computer > wwwroot(ad1.dcloud.cisco.com\C$\inetpub)(Z)
8. In the File name field, change the name from HelloWorld.xml to CurrentPromotion.xml.
9. Click Save.
Figure 215. Save As CurrentPromotion.xml
10. Close the CurrentPromotion.xml file before proceeding.
Restart IIS on ad1.dcloud.cisco.com
16. Switch to the RDP session connected to ad1.dcloud.cisco.com (Administrator).
17. Launch the IIS Manager application by clicking the icon [ ] in the Windows taskbar.
18. In the Connections pane of the IIS Manager Application window, choose the entry for AD1 (DCLOUD\administrator).
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19. In the Actions pane, click Restart to restart the web server and make the CurrentPromotion.xml file active.
Figure 216. Restart IIS
Verify Accessibility of CurrentPromotion.xml
With the configuration to the current promotion XML file complete, we will test to ensure that the file is accessible in a web-browser
before moving on to the next configuration activity.
21. Return to the Mozilla Firefox browser.
22. Click the + next to the current open tab to open a new tab.
Figure 217. New Tab
23. Type or paste http://ad1.dcloud.cisco.com/CurrentPromotion.xml into the new web browser tab to access the form directly.
24. The newly hosted CurrentPromotion.xml file should be displayed and match the graphic below.
Figure 218. Result of browsing to the .xml file
25. Close this browser tab.
Edit the WebService JavaScript File

With our source data successfully hosted on ad1.dcloud.cisco.com we must now modify the WebService.js JavaScript file to
point it to the CurrentPromotion.xml file to be the target for the XML data that will be returned.

2.0\WebService folder, right-click the file WebService.js and choose Edit with Notepad ++.
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2. Use the Ctrl + F keystroke combination to open a Find window.
3. In the Find what: field type gadgets.io.makeRequest(encodeURI.
Figure 219. Find gadgets.io.makeRequest(encodeURI
4. Click Find Next.
5. This will bring you to the location in the file where the Uniform Resource Indication (URI), from which this gadget will fetch
data, is specified. This should be Line 90 of the WebService.js file.
6. Close the Find dialog window.
7. The method gadgets.io.makeRequest is defined in the finesse.js JavaScript library file. It expects to be passed a valid URI
to which it will attempt to make a connection. Observe the code and comments in the file directly before the
gadgets.io.makeRequest method is invoked.
8. Replace both occurrences of the string https://10.88.194.158:8080 with http://198.18.133.1:8080 (include the quotes).
Figure 220. Change IP Address of target server
NOTE: Microsoft IIS on ad1.dcloud.cisco.com is configured to listen on port 8080 for incoming requests by IP Address.
9. By modifying the value of the IP address specified in the URI, we have effectively instructed the gadgets business logic to use
ad1.dcloud.cisco.com as the web server host with which it is expected to connect with.
10. Next, we will specify the actual file path relative to the webserver root directory (/).
11. Use the Ctrl + F keystroke combination to open the Find window.
12. In the Find what field, type this.myrestRequest(.
13. Click Find Next.
Figure 221. Find this.myrestRequest
14. This will bring you to the location in the file where the file path to the relevant XML file is defined. This should be Line 56 of the
WebService.js file.
15. Close the Find dialog window.
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16. Observe the code and comments in the file directly before the this.myrestRequest method is invoked.
Figure 222. this.myrestRequest
17. Replace the string /userContent/HelloWorld.xml with /CurrentPromotion.xml. In order to specify our target XML file for
rendering in the gadget.
18. Confirm that your file matches the graphic below.
Figure 223. Set the file path for myrestRequest
19. From the Notepad ++ Editor menu, choose File > Save. This will save modifications to the WebServices.js file.
20. Close this file before proceeding.
Edit the Gadget Definition File WebService.xml

As mentioned when identifying the components of the WebService Sample Gadget, the WebService.xml file contains both the
HTML content of the gadget in addition to specifying the location of the business logic, required JavaScript libraries, and visual
styles.

2.0\WebService folder, right-click the file WebService.xml and choose Edit with Notepad ++.
2. Let us identify the three key sections of the file and their function with respect to the operation of any Cisco Finesse Gadget.
The Figure below provides a visual aid to the data provided in Table 49.
Table 50. WebService.xml
Image File Section Function

Tag
1 Gadget Header Controls the visual display of the Gadget Header such as Title
2 File Associations Contains a list of all pertinent reference files required for this Gadget to operate (CSS Style Sheets, jQuery and
Finesse JavaScript libraries, Business Logic)
3 Gadget Body Layout Layout of the Gadget Body including the way in which data will be presented when returned in addition to any
controls (buttons, search boxes) to be displayed.
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Figure 224. WebService.xml
Edit the Gadget Header
In this case, the elements enclosed within the <moduleprefs></moduleprefs> tags specify the Title and Description of the
gadget. In the following steps, we will change the title to reflect our use case.
3. Within the <ModulePrefs> tag, locate the text Sample Gadget WebService and replace the two occurrences (title,
description) with the text Current Product Promotions.
NOTE: When editing values, ensure that quotes () around the text are preserved. Omitting quotes for text fields will cause
erroneous output.
4. Ensure that your edits match the graphic below.
Figure 225. Replace Gadget Tile and Description
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Edit the Gadget Body
Our next series of edits will modify cosmetic elements within the body of the Finesse Gadget. We will change the heading text of
the table and the button label to suit our use case.
5. Scroll down to the Body section shown in the next figure below.
6. Replace the current text between the <legend> and </legend> tags with the text Current Promotion.
7. Replace the current text between the <button onClick> and </button> tags with the text Get Data.
8. Confirm that your edits match the graphic below.
Figure 226. Replace legend and button caption
9. From the Notepad ++ Editor menu, choose File > Save.
10. Close the file before proceeding.
Edit the Cascading Style Sheet (CSS) Associated with the Gadget
Finally, we will make changes to the style of text displayed when the gadget retrieves marketing updates from the
CurrentPromotions.xml file. This is done by editing the WebService.css file that is referenced in the gadget definition file
WebService.xml.

2.0\WebService folder, right-click the file WebService.css and choose Edit with Notepad ++.
2. Currently the there is only a single entry specifying the visual styles associated with the body element of the HTML document.
Figure 227. WebService.css
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NOTE: To better understand the relationship between an HTML Document and an associated CSS let us examine an HTML
code snippet and a CSS directive intended to influence visual styles pertaining to it.
Table 4. HTML and CSS relationship
HTML CSS Applied
Referring to the table above observe the <body> and </body> tags. The entry in the linked CSS file specifies that a visual style
will be applied to all elements within the body tags of the associated HTML document.
Our goal is to provide differentiation between the rest of the body and the result returned from the CurrentPromotions.xml file.
To do this we must add an entry that specifies the visual style to be associated and the HTML object that pertains to this data.
Figure 228. WebService.xml HTML Snippet
Based on the graphic above we can see that the data returned when the Get Data button is clicked is displayed within a <span>
element specified by an id named result. We can therefore create a CSS entry pertaining to an HTML span object and specify
the styles to be applied to each occurrence of the object.
3. Using the Notepad ++ editor, copy or paste the following text directly beneath the current entry for body.
span {
background-color: #66CCFF;
color: red;
}
4. Confirm that your copy of WebService.css matches the graphic below.
Figure 229. Modified WebService.css
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The hexadecimal code #66CCFF specifies a shade of light blue. The background-color directive applies this color to the
background of the defined element. The color directive refers to text displayed within the specified element. In this case, we simply
use the value red. We can therefore expect that data returned by our gadget will be displayed in red text on blue background.
5. From the Notepad ++ Editor Menu, choose File > Save.
6. Close the Notepad ++ application.
Hosting the WebService Gadget in Finesse on Unified CCX

So far, we have modified all of the Cisco Finesse Gadget files to render data based on the marketing group requirements. To
make use of the gadget we must first upload it to the Gadget Container Directory on the UCCX server uccx2.dcloud.cisco.com.
Set the password for the Cisco Unified CCX 3rd Party Gadget Directory
The transfer process requires the use of an SFTP client and the built-in 3rd Party Gadget SFTP account. This password must be
configured before an SFTP connection can be made for file transfer into the 3rd Party Gadget Directory.
1. Launch the PuTTY terminal emulator by clicking the [ ] icon in the Windows taskbar.
Figure 230. Choose Session and Load
3. Click Open.
4. Log in as administrator with password dCloud123!.
5. Using the Unified CCX OS Administration CLI, we will issue the commands required to reset the 3rd Party Gadget SFTP
account. Type the following command followed by the Enter key to set the password for the 3rd Party Gadget SFTP account:
utils reset_3rdpartygadget_password
6. In the New Password field, enter dCloud123!
7. In the Confirm New Password field, type dCloud123!.
8. Confirm that a message saying Password updated successfully is displayed.
Figure 231. Reset 3rd Party Gadget SFTP Account
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The 3rd Party Gadget SFTP account is now ready for use in uploading Cisco Finesse Gadget files.
9. Type exit followed by the Enter key to close the PuTTY session.
Upload Gadget Files to the Cisco Finesse 3rd Party Gadget Directory
NOTE: Certain 3rd party gadgets may cause an upload error indicating insufficient permissions. To work around this issue, the os
secure mode may be set to permissive temporarily to allow for upload. We already set the os secure mode to permissive as
part of the pre-configuration of this lab.
Next, we will use an SFTP client, WinSCP, to transfer the WebService gadget files to the 3rd Party Gadget Directory.
1. Launch the WinSCP client by clicking the [ ] icon in the Windows taskbar.
2. Use the table below to fill in the Session details:
Table 51. WinSCP Session Details
Setting Input
File protocol SFTP
Host name uccx2.dcloud.cisco.com
Port number 22
User name 3rdpartygadget
Password dCloud123!
3. Refer to the graphic below to confirm the correct session configuration.
Figure 232. WinSCP Session Details
4. Click Login.
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5. When challenged to accept the host key provided by uccx2.dcloud.cisco.com click Yes to continue connecting.
Figure 233. Trust RSA Key provided
6. The WinSCP client interface is broken into two panes. The left pane represents local files, while the right provides a
visualization of the remote host file system.
Figure 234. File Browsing Layout
7. Click the Open Directory icon in the Local Filesystem pane to browse to the directory where the extracted WebService
Sample Gadget files reside.
Figure 235. Open Directory
8. In the Open Directory dialog, click the Browse button.
9. Choose the folder Desktop\CCX-Enablement\Downloads\WebServicesSampleGadget-2.0\WebService.
10. Click OK.
Figure 236. Choose the WebService Sample Gadget Folder
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11. Click the OK button to complete the directory selection.
12. In the Remote Filesystem pane of the WinSCP application window, double-click the files directory.
13. In the local file system pane, select all the files excluding HelloWorld.xml. Consult the graphic below for reference.
Figure 237. Choose Files for Transfer
14. Click the [ ] icon or drag and drop the files to the remote destination to initiate the file transfer process.
15. In the Upload dialog, click OK to commence the file transfer.
16. Confirm that the three selected files have transferred and appear in the /files directory on the remote file system.
Figure 238. Confirm File Transfer
17. From the main menu, navigate to Session > Disconnect.
18. Click Close in the Log in window.
Observe the Finesse Agent Desktop Layout Prior to Gadget Deployment

Let us review the current layout and configuration of the Cisco Finesse Agent Desktop. Familiarity with this baseline will assist in
understanding the changes made through the deployment and configuration of our custom Gadget.
3. From the dCloud homepage, navigate to Collaboration User and Test Links > UCCX 11.0.1 Finesse Desktop.
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4. Enter the following to log in to Cisco Finesse Agent Desktop:
ID: aperez
Extension: 6017
5. Click Sign In.
6. Observe the available Tabs in the default Cisco Finesse Agent Desktop layout Home, My Statistics, and Manage
Customer.
NOTE: Those students continuing on to this exercise after completing Module 3 will observe, that in addition to the Cisco Finesse
Agent Desktop tabs displayed in the figure below, a Manage Chat and Email tab is also visible.
Figure 241. Cisco Finesse Desktop Default Layout
7. Click the Sign Out button in the upper-right corner.
8. Choose the End Of Shift reason code to complete the sign out process.
Figure 242. Sign Out of Cisco Finesse
9. Close the Mozilla Firefox browser before proceeding.
Add the Gadget to the Finesse Agent Desktop Layout

The final step in the deployment of the custom Cisco Finesse Gadget is to add it to the Cisco Finesse Agent Desktop layout. In
the next exercise, we will modify the current Cisco Finesse Desktop layout to add a new tab and place the WebServices Sample
Gadget in that new tab.
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Configure Desktop Layout
1. Launch the Unified CCX Administration web page by opening a new tab in Mozilla Firefox.
2. From the dCloud homepage, choose Collaboration Admin Links > Cisco Unified CCX 11.0.
Figure 243. Unified CCX Administration Web Link
3. Click the hyperlink for Unified Contact Center Express Administration.
Figure 244. Unified Contact Center Express Administration
2. From the Navigation menu of the Cisco Unified CCX Administration webpage, choose Cisco Finesse Administration.
3. Click Go.
Navigate to Cisco Finesse Administration
NOTE: Cisco Finesse Administration can be accessed directly at: https://uccx2.dcloud.cisco.com:8445/cfadmin
8. Log in to Cisco Finesse Administration with ID: administrator and Password: dCloud123!.
9. Click Sign In.
Figure 245. Log in to Cisco Finesse Administration
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4. From the menu, choose Desktop Layout. The current Finesse Desktop Layout in xml format is displayed in an editable
format in the Manage Desktop Layout gadget.
Figure 246. Manage Desktop Layout Gadget
5. To better illustrate the modification we intend to make, we will copy the current contents of the Desktop Layout XML file from
the Manage Desktop Layout gadget and perform edits in Notepad ++. Bring focus to the Manage Desktop Layout gadget
by clicking your mouse anywhere within the gadget body.
NOTE: It is acceptable to make modifications to the Finesse Desktop Layout data structure by typing and/or copying and pasting
text into the appropriate section of the file directly within the gadget. However, unless highly familiar with the document structure
the rendering of the file within the gadget may lend itself to confusion.
6. Use the Ctrl +A keystroke combination to select all contents displayed within the Manage Desktop Layout gadget.
Figure 247. Select All Text
7. Use the Ctrl + C keystroke combination to copy all selected text to the Windows clipboard.
8. Launch the Notepad ++ text editor application by clicking the icon [ ] in the Windows taskbar.
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9. From the Notepad ++ menu, choose File > New.
10. Use the Ctrl + V keystroke combination to paste the contents of the Windows clipboard into the editor window.
11. In order to instruct Notepad ++ to consider this an XML file we must first save it with the file extension .xml.
12. From the Notepad ++ menu, choose File > Save As....
13. In the Save As file dialog, navigate to the Desktop\CCX-Enablement\Module4 directory.
14. In the File name field, type Module4FinesseLayout.xml.
15. Choose All Types (*) from the Save as type drop-down menu.
Figure 248. Save Layout as an XML file
16. Click Save.
17. Scroll so that Line 19 is at the top of the editor window. This section defines the Tabs and their gadget content for the Cisco
Finesse Agent Desktop Layout.
NOTE: If any previous Modules were completed, you may need to start on Line 8. The tage <id>home</id> can be used to
ensure you are in the right place.
Figure 249. Finesse Agent Desktop Layout
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18. We will insert a new tab along with configuration to display our WebService Sample Gadget between the Home and My
Statistics tabs of the current Finesse Agent Desktop Layout. Copy and paste the following between Lines 31 and 32, or in
between the closing tab for the home tab and the start of the myStatistics tab, of the current layout file.
<tab>
<id>MarketingUpdates</id>
<label>Marketing Updates</label>
<gadgets>
<gadget>https://uccx2.dcloud.cisco.com:8445/3rdpartygadget/files/WebService.xml</gadget>
</gadgets>
</tab>
19. Your layout should appear as below, with the new tab running from Lines 32-38 (or lines 21 to 27).
Figure 250. Add New tab and Gadget
20. From the Notepad ++ editor menu, choose File > Save to save changes to the file.
21. Use the Ctrl + A keystroke combination to select the entire contents of the file.
22. Use the Ctrl + C keystroke combination to copy the file to the Windows clipboard.
23. Close the Notepad ++ editor application.
24. Return to the Mozilla Firefox browser tab connect to the Cisco Finesse Desktop Administration page.
25. Place your cursor anywhere within the body of the Manage Desktop Layout gadget and left-click.
26. Use the Ctrl + A keystroke combination to select and highlight all text within the gadget.
27. Use the Ctrl + V keystroke combination to replace the current layout text with your edited copy.
28. Scroll to the bottom of the web page and click the Save button to apply your changes.
Figure 251. Save Changes to Desktop Layout
29. Confirm that a message indicating that the save was successful is displayed in green text directly above the editor window.
Figure 252. Successfully saved settings
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You have completed the final configuration step to make the new gadget available to our Customer Service agent team.
Confirm Operation of the Custom Cisco Finesse Gadget

With our gadget fully customized and added to the default Cisco Finesse Desktop layout, we are ready to test its operation and
confirm that the marketing data contained in the CurrentPromotion.xml file is displayed on the Cisco Finesse Agent Desktop in
the new Marketing Updates tab.
1. Switch to the RDP session connection to wkst2.dcloud.cisco.com (Anita Perez).
2. Close any open Mozilla Firefox browser windows.
10. Re-launch Mozilla Firefox by clicking the icon [ ] in the Windows taskbar.
12. Log Anita Perez into the Cisco Finesse Agent Desktop as follows:
ID: aperez
Extension: 6017
13. Click Sign In.
14. Observe, based on our modifications, that the list of available Tabs is altered to include the new Marketing Updates tab.
NOTE: Those students continuing from Module 3 will observe that in addition to the Cisco Finesse Agent Desktop tabs
displayed in the figure below, a Manage Chat and Email tab will also be visible.
Figure 253. Cisco Finesse Desktop Layout with Marketing Updates
15. Click the Marketing Updates tab to view the gadget.
16. Let us correlate the gadget display components with the changes that we have made through our customization process.
Figure 254. Gadget UI Components
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Table 52. Gadget Customization Reference
Image Tag UI Object Gadget File/Object Modified Configuration Changes to Render Object
1 Finesse Tab Desktop Layout.xml As part of the modification to the Finesse Desktop Layout used to add the gadget, we
added a new tab entitled Marketing Updates.
2 Gadget Title WebService.xml/<Module Prefs> Recall that we modified the WebService.xml file to set the title equal to Current Product
Promotions
3 Legend Text WebService.xml/<Legend> We modified the legend text to provide an appropriate description of the gadget.
4 Button Label WebService.xml/Button We finally modified the label of the button.
17. Click the Get Data button to retrieve the current product promotions specified in the CurrentPromotion.xml file.
18. Confirm that the current Super Deluxe Widget Bundle product promotion is displayed with the special visual customization
that we added: Red Text on Blue Background.
Figure 255. Current Product Promotion
19. Feel free to continue exploring the Cisco Finesse Desktop and Gadget functionality. When finished, move on to the next
step.
20. Close the Mozilla Firefox browser.
22. Close any active File Explorer, Notepad ++, Win SCP, and Mozilla Firefox application windows.
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Module 4 Conclusion
Through a series of straightforward customizations to a freely available gadget available from Cisco DevNet we delivered a new
capability to solve for a business problem. Agents now have access to current product promotion data at all times. Whether on an
active call or at a Ready state, an agent can easily browse to the Marketing Updates tab and click the Get Data button to retrieve
the latest promotion detail.
We invite students to take the learning begun here to the next level. There is incredible power in the toolset offered for the creation
of Cisco Finesse Gadgets. The best way to explore these capabilities is to become familiar with HTML, JavaScript, and the
jQuery library, which offer multiple built-in functions for data manipulation and UI interaction capabilities.
We hope through the completion of this module that you have gained an understanding of the modular architecture of Cisco
Finesse and begin to think about how simple tools can in fact be incredible assets when solving for business challenges.
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Module 5: Cisco Unified Intelligence Center (CUIC) Report Customization

and Creation
Module Overview
Reporting is perhaps one of the most important features of a comprehensive customer collaboration platform. Unified CCX comes
with a robust reporting tool called the Cisco Unified Intelligence Center (CUIC). This is a co-resident version of a standalone
product, which had its genesis as a reporting tool for use with Cisco Unified Contact Center Enterprise. The co-resident version
of CUIC is referred to as CUIC Standard while the standalone tool is CUIC Premium.
Cisco Unified Intelligence Center Standard
The version of CUIC packaged with Unified CCX is customized to operate with Unified Contact Center Express in a co-resident
server deployment and is referred to as CUIC Standard.
Cisco Unified Intelligence Center Standard is a co-resident tool running in tandem with Unified CCX and is a comprehensive,
end-to-end reporting solution for Unified CCX. It can be used to access Historical and Live Data reports.
With Unified Intelligence Center, you can complete the following tasks:
Generate and view reports
Filter data in the reports by setting parameters
View help for a report
Pop out the report in a new browser
Create and view dashboards
View permalinks for reports and dashboards
Configure thresholds for grid data cells
Cisco Unified Intelligence Center Premium
Cisco Unified Intelligence Center Premium is a standalone CUIC deployment licensed for Premium functionality. In addition to
the features and capabilities provided by CUIC Standard, CUIC Premium offers these capabilities:
Create or modify the underlying data structure of CUIC reports (Report Definition)
Create custom Value Lists for use in populating report filter options
Customize data display and calculated fields for reports and package reports for use with CUIC Standard
NOTE: Some understanding of Standard Query Language (SQL) is helpful for a deeper understanding of report writing concepts
in the custom report creation section of this module.
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For students new to the Cisco Unified Intelligence Center and/or Custom Report Writing and those interested in furthering their
current knowledgebase the following reading is highly recommended:
Cisco Unified Contact Center Express Report User Guide, Release 11.0(1)
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/user/guide/UCCX_B
K_U36B58A5_00_uccx-report-user-guide-11.html
Cisco Unified Contact Center Express Historical Reporting Guide, Release 11.0(1)
K_UA808DBF_00_uccx-historical-reporting-guide-11.html
Cisco Unified CCX Database Schema Guide, Release 11.0(1)
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/reference/guid
e/Unified_CCX_Database_Schema_Guide_Release_1101.pdf
NOTE: For students wishing to skip the custom report creation process or who encounter difficulty following the exercise, a fully
completed custom report package Call Summary By Inquiry Type.zip can be found in the Desktop\CCX-Enablement\Student-
Resources\Module5-Completed-Report folder.
Module Objectives
In this module, we will explore the interface and capabilities of the Cisco Unified Intelligence Center Standard tool to perform
initial provisioning and create Dashboards and customized versions of the stock report packages. We will then integrate a Cisco
Unified Intelligence Center Premium standalone application server with Unified CCX and deliver superior business outcomes by
designing and creating a custom report for use in CUIC Standard.
Explore the CUIC Standard interface layout
Leverage available customizations using CUIC Standard
Examine the additional customization capability possible with CUIC Premium
Identify cases where custom reporting is needed
Gather customer requirements and design a report to meet those requirements
Integrate CUIC Premium with Cisco Unified CCX
Build a new Report Definition along with a custom Value List
Build, test, and package the new Custom Report
Import the Custom Report for use by Unified CCX End-Users
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Unified Contact Center Express 11.0(1) is installed and provisioned with active agents, teams, and a Unified CCX Voice application
as a precursor to this lab exercise. In this section, we will identify key configuration elements pertinent to the reporting needs of this
lab. The following tables define the basic configuration of the system as part of the lab pre-configuration.
Charles Holland Acts as both a Supervisor and Agent for the Customer Service Team, and 6018 cholland C1sco12345
carries the Reporting Role (Required for CUIC access/functionality)
Anita Perez Acts as the primary Agent for the Customer Service team 6017 Aperez C1sco12345
CustomerService_Voice Voice Contact CSQ for Customer Service Calls Customer Service Minimum - 5
CS_Voice_Main Voice Contact CSQ for Customer Service Calls CCX_Enablement/icd.aef 6021
Table 57. CustomCallVariables
Variable Name Data Type Expected Values
CallVariable1 String New Order, Existing Order, Other Inquiry
CallVariable2 String Caller ANI
NOTE: Each call into the CS_Voice_Main script application collects data from the caller and sets the custom CallVariable1 based
on the type of call. This will be important because the report we will later construct will incorporate this information. For a detailed
analysis of the Unified CCX Application script used in this lab, refer to Module 2 Advanced Unified CCX Scripting Techniques.
Lab Module Preparation

To ensure the live data reports in this module produce a result, we will first log in to Cisco Finesse Desktop as agent Anita Perez.
2. Close all open browsers if active from a previous module.
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Figure 256. Cisco Finesse Web Link
ID: aperez
Extension: 6017
6. Click Sign In.
7. In order to transition to a Ready state, click the Not Ready menu item at the top of the Cisco Finesse Agent Desktop page.
8. Choose Ready.
CUIC Administration
Access to CUIC is controlled initially by the Application Administration User specified during the Unified CCX install process. This
control can later be assigned to one or more users by giving them the Security Administrator role. This role allows for:
Creation and maintenance of users
Assign User Roles
Assign users to User Groups
Creation and maintenance of User Groups
Assign Permissions User Roles are associated with people. Permissions are associated with Dashboards, Reports,
Report Definitions, Data Sources, Value Lists, and Collections
Utilization of the Run As feature to verify other Users permissions
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CUIC Interface Layout

Here is a quick overview of the layout of CUIC interface:
The menus items on the left are called Drawers. When clicked, drawers reveal their contents on the right side of the screen.
Table 58. CUIC Drawers
Image Tag Item Name Description
1 Drawers Main navigation element of the CUIC interface
2 Dashboards Opens the Dashboards tab, which allows users to create custom dashboards with reports, widgets, sticky
notes, etc.
3 Reports Opens the Reports tab, which contains the Historical and Live Data reports. It also allows for custom sub-
categories and custom report creation
4 Data Sources Provides read-only access to the configured data sources. In CUIC Premium new data sources may be
configured.
5 Value Lists Defines pre-defined ID/Value combinations, used to simplify report filter criteria.
6 Security Opens the Security tab, which allows for the assignment of CUIC system privileges.
7 Scheduler Opens the Scheduler tab where scheduled report execution may be configured.
Figure 259. CUIC Interface
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Configuring CUIC for an End User

By default, reporting system end users such as supervisors are not granted permission to modify or customize either dashboards
or reports that are present in the default system owned folders.
In the next activity, we will create a series of Dashboard and Report folders also referred to as Sub-category elements to which
our report system end users will have write access in order to create and customize these elements. These are the first steps
toward leveraging the power of the CUIC application in a customer environment.
Log In to CUIC Standard
2. Launch Mozilla Firefox by clicking on the shortcut in the task bar.
3. From the homepage, navigate to Collaboration User and Test Links > Cisco Unified CCX 11.0. Alternatively, you may
access the CUIC interface directly at the following URL: https://uccx2.dcloud.cisco.com:8444/cuic.
Caution: Do not navigate to Cisco Unified Intelligent Center! We are working from the co-resident CUIC platform accessible via
the UCCX splash screen.
4. Click on the Cisco Unified Contact Center Express Reporting link.
Figure 261. Navigate to UCCX CUIC
5. Log in in as Username: administrator with Password: dCloud123!.
6. Click Log In.
Create a Dashboards Sub-Category for Customer Service
In the next activity, we will create a set of sub-categories (folders) to create a workspace where Unified CCX reporting system
users may create and modify dashboards and reports.
7. Click the Dashboards drawer [ ].
8. Under Available Dashboards, highlight the Dashboards folder and right-click to open the options menu.
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9. Choose Create Sub-category.
Figure 262. Right-Click to Create Sub-Category
10. In the Name field, type Customer Service.
11. Place a checkmark in all permission fields across the bottom.
Figure 263. Dashboard Sub-Category Configuration
12. Click OK to create the sub-category.
13. Click the Reports drawer [ .].
14. In the Right hand pane, under Available Reports, highlight the Reports folder and right-click to open the options menu.
16. In the Name field, type Customer Service.
Figure 264. Reports Sub-Category Configuration
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Figure 265. New Customer Service Folder
Grant Security Privileges to a System End User
As mentioned earlier, a user must be explicitly granted privileges to create or modify certain items and to leverage the full
customization capability present in CUIC. We will assign administrative privileges to Charles Holland in order to allow this user to
create dashboards and customize reports.
1. Click the Security drawer [ ].
2. In the right pane, click the hyperlink for User List.
3. Click the radio button next to CCX\cholland and then click Edit.
Figure 266. Choose User to Edit
4. Scroll down and from the list of available Roles; check System Configuration Administrator, Security Administrator,
Report Definition Designer, and Value List Collection Designer.
5. Check the boxes for Execute and Write under the My Group and All Users permissions headings.
Figure 267. General Tab Configuration Settings
6. Scroll back up and click the Groups tab.
7. Move all Available Groups to the Selected Groups box by clicking the >> button.
Figure 268. Assigned Groups
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8. Click Save.
9. Click Logout in the upper right of the CUIC administration interface.
User Charles Holland has now been delegated permissions to create new reports and dashboards in the Customer Service
folders created for the purpose. In addition, the necessary permissions we assigned to allow Charles to perform customization and
supervisory management.
Create and Customize a Report

Through the next activity, we will learn how to run, customize, and save a customized report for later use.
Log in to CUIC as an End User
1. On the CUIC log in page, enter Username: cholland and Password: C1sco12345.
2. Click Log In.
Figure 269. Log in to CUIC Standard
1. Click the Reports drawer in the left pane [ ]. This will open the Reports tab in the right pane.
2. In the right pane under Available Reports, navigate to Reports > Stock > Unified CCX Live Data > Supervisor.
Figure 270. Navigate to the Supervisor Reports
3. Right click the Team State Report and choose Save As.
NOTE: In order to modify the report in any way, a copy of the stock report must be saved. We will save this to the Customer
Service reports category created earlier.
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4. Enter the following parameters to save an editable copy of the Team State Report.
Table 59. Report Parameters
Setting Input
Name Customer Service Team State
Description Customized Team State Report
Report Category Reports > Customer Service
Figure 271. Save As Configuration
5. Click OK to save the new report to the Reports > Customer Service Sub-category.
6. The configuration editor for the newly saved report is launched in a new tab.
Customize the Report by editing the data View
The View assigned to a report represents the logical instruction for which data collected during the SQL query underlying a report
is displayed. In addition, data thresholds can be defined within the View to provide alerts for when a threshold value is met.
In the following section, we will edit the view for our custom report to change the fields that are displayed when executed and finally
add a threshold, which will dynamically change the color of certain data rows based on the thresholds defined.
1. Click Edit Views [ ]..
2. Click the radio button for the entry Team State Report to choose it.
3. Click the Edit button to launch the editor.
Figure 272. Edit View
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4. Observe that there are two panes. The left pane lists Available Fields or data points collected by the underlying SQL query
structure of the report (Defined in the Report Definition). The right pane lists Current field order in the grid. This specifies
not only the selected fields from those available but in what order they are presented.
NOTE: From an order of display perspective keep in mind that Top > Bottom in the Current field order in the grid pane is
rendered Left > Right in the data grid of the report when run.
Figure 273. View Editor Window
As you can see, all five available fields are present in the current grid view and displayed in order from left to right: Agent Name,
Agent ID, Log in Duration, Current State, Duration (of the current state). We will customize the view to achieve the following
Remove the Agent ID field, we wish to see only the Agent Name field
Modify the order of displayed fields by listing Current State directly after the Agent Name field
Add a Threshold to the Agent State value to force data-grid background and foreground color to change dynamically
when the agent is in a Not Ready state. Giving the supervisor a quick-glance reference to a suboptimal situation
5. To remove the Agent ID field, click the Agent ID entry in the Current field order in the grid window.
6. Click the Remove Selected button to remove this data field from the grid view.
Figure 274. Remove Agent ID
7. To change the display order such that Current State appears directly after the Agent Name field, choose the Current State
data field entry in the Current field order in the grid window.
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8. Use the up arrow [ ] to move the field so it is positioned directly under Agent Name.
Figure 275. Move Current State
9. Finally, to add a threshold, right click the entry for Current State in the Current field order in the grid window.
10. Choose Thresholds from the context menu.
Figure 276. Choose Thresholds
11. Click the Add button [ ] to define a new threshold.
12. Use the table below to set the parameters for this threshold.
Table 60. Current State Threshold Parameters
Setting Input
Type Equal to
Must be Equal To Not Ready
Bold Checked
Text Color Black
Background Color Red
Figure 277. Threshold Configuration
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13. Click OK to save the threshold.
14. Click OK to save and close the Thresholds Of dialog.
15. Click Save to save changes to the Report View.
16. Close the Views of Customer Service Team State tab.
Customize the Report further by editing the Default Filter
In addition to modifying the data viewable when the report is run, we can modify the default report filter to automatically apply
report filters pertinent to our use case. In this case, we are interested in data for the Customer Service agent team exclusively.
We will modify the report view to specify that returned data should be for the Customer Service agent team only.
1. Click the tab for Customer Service Team State.
2. Click the Edit Default Filter button [ ].
3. In the Basic Filters tab, locate the Choose Collection list box.
4. Choose Customer Service.
5. Observe that this filters the report to include only resources assigned to the Customer Service team (aperez, cholland).
Figure 278. Edit Customer Service Team State Default Filter
6. Click Save to save changes and close the Default Filter editor dialog.
Run a Stock and Custom Report and Compare
Finally, we will run both the stock and customized versions of the Agent Team State report to view the impact of our changes.
Recall that in an earlier step we logged in to the Cisco Finesse Agent Desktop on wkst2.dcloud.cisco.com as agent Anita
Perez, we will therefore expect to see data related to her current state.
1. From the CUIC webpage, choose the Reports tab.
2. To refresh the reports list and incorporate our changes, click the Refresh button [ ].
3. Browse to Reports > Stock > Unified CCX Live Data > Supervisor.
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4. Click the entry for Team State Report.
5. A new tab for the Team State Report is opened.
6. Notice that no filter criteria for the report are selected. From the Choose Collection list box choose the entry for Customer
Service.
7. Click Run to execute the report.
Note: If you encounter an error indicating a failed connection to Live Data, refresh the browser page and re-run.
8. Observe that state data for Anita Perez is returned. The data is ordered per the original grid design specified in the data View.
Figure 279. Team State Stock Report
9. Click the Reports tab.
10. Browse to Reports > Customer Service.
11. Click the report entry for Customer Service Team State.
Figure 280. Customer Service Team State
12. A new tab for the Customer Service Team State report opens.
13. Observe that the Default Filter we created earlier is in effect and that the Customer Service team is already selected as the
filter criteria.
14. Click Run to execute the report.
15. Confirm that the report returns state data for Anita Perez. Observe that only 4 data fields are listed and their order differs from
that of the stock report: Agent Name, Current State, Log in Duration, Duration.
Figure 281. Customer Service Team State
16. Switch back to the RDP session connected to wkst2.dcloud.cisco.com (Anita Perez).
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17. From the Finesse Desktop, transition to a Not Ready Break state.
Figure 282. Transition to Not Ready Break
18. Switch back to the RDP session connected to wkst1.dcloud.cisco.com (Charles Holland).
19. Observe that based on the configured threshold value for the Agent State field, the background color of the Agent State field
displayed in the report has changed to Red.
Figure 283. Agent State Threshold Met
NOTE: The Not Ready reason code has no effect on the behavior of the configured threshold, which simply checks for a state
value of Not Ready. Any Not Ready state will trigger this threshold.
Create a Dashboard
A Dashboard in CUIC terminology is a collection of data elements that you view from a single page. You can create multiple
dashboards and choose whether they remain private or become available to other users/viewers using the permissions system.
Modify a Report for Use in a Dashboard
As part of the previous exercise, we created a custom version of the Agent Team State report. Recall that we modified the report
to include a default filter, which limits the report results to members of the Customer Service agent team. We will further modify
the report for use in a dashboard to enable a run without prompting the user with a filter dialog.
2. Browse to Reports > Customer Service.
3. Right-click the report entry for Customer Service Team State and choose Edit.
Figure 284. Edit The Report
4. Place a checkmark in the Bypass Filter Dialog field.
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5. Click Save.
Figure 285. Bypass Filter Dialog
Create a new Dashboard
6. Click the Dashboards drawer [ ] in the left pane. This will open the Dashboard tab in the right pane.
7. In the right pane, under Available Dashboards, click the + to the left of the Dashboards category to expand (if not already
expanded).
8. Right click the entry for Customer Service and choose Create Dashboard.
Figure 286. Click to Create Dashboard
9. In the Name field, type Customer Service Supervisor Dashboard.
Figure 287. Create Customer_Service Dashboard
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10. Click OK.
11. Click the newly created dashboard item named Customer Service Supervisor Dashboard.
12. A new tab titled Customer Service Supervisor Dashboard opens, presenting a blank canvas for dashboard customization.
Add items to a Dashboard
When first created, a dashboard is essentially a blank slate. In the next activity, we add items to the dashboard to make it usable.
13. Click the Add icon [ ] to add a new item to the dashboard.
14. In the Title field, type Customer Service Team State.
15. Leave Type as Report.
Figure 288. Dashboard Title
16. Under the Dashboard Item Content section, browse using the arrows [ ] to browse to Reports > Customer Service.
17. Click the radio button next to Team State Report.
Figure 289. Dashboard Report Selection
18. Click OK to create the dashboard item.
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19. Click and hold the black box [ ] at the lower right of the dashboard item and resize until all contents of the item are visible.
Figure 290. Expand Item to Correct Size
20. Observe that because the customized Agent Team State report implements a pre-configured default filter and uses the
Bypass Filter Dialog parameter, there is no user intervention required to view the dashboard item.
NOTE: Ideally, one would add multiple stock reports or custom reports and create a Single Pane Of Glass for tracking critical
real-time metrics.
21. Feel free to continue adding items to the dashboard as you explore the Dashboard feature.
22. Click Log Out when finished exploring.
This module continues on the next page.
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Getting Started with Unified Intelligence Center Premium

The co-resident version of Cisco Unified Intelligence Center that ships with Unified Contact Center Express offers a wide
variety of visual customizations; we are limited in terms of modifications to the underlying Report Definition. Cisco Unified
Intelligence Center Premium allows report writers to modify existing Report Definitions and create new ones.
The Report Definition specifies the data source such as a SQL query, Anonymous Block query, or even a Stored Procedure. The
data source specifies filter parameters as well as the data fields returned. In addition, the formatting of returned data and the
addition of footer rows are controlled from within the Report Definition.
A single Cisco Unified Intelligence Center server may be installed to supplement a Unified CCX deployment by providing a
comprehensive platform for administrators and report writers to create new or fully customize existing reports. These reports may
then be packaged and imported for use on the co-resident Unified CCX server.
In the following activity, we will integrate a standalone instance of CUIC Premium with our Unified CCX server. We will use this
CUIC instance to create an entirely new report that solves for a particular business objective. We will save this new report and re-
import it into the CUIC Standard on Unified CCX for use there.
Integrating CUIC Premium with Unified CCX

The integration between a standalone CUIC and Cisco Unified CCX is achieved by specifying the Unified CCX historical reports
database db_cra as an available data source. This connection uses the Unified CCX Historical Reports user account
(uccxhruser) to authenticate and permit read-only access. We will set the password for this user and then integrate Unified CCX
as a data source available to CUIC Premium.
1. Launch the Unified CCX Administration web page by opening a new tab in Mozilla Firefox.
2. From the dCloud homepage choose Collaboration Admin Links > Cisco Unified CCX 11.0.
Figure 291. Unified CCX Administration Web Link
3. Click the hyperlink for Unified Contact Center Express Administration.
Figure 292. Unified Contact Center Express Administration
4. Log in with Username: administrator and Password: dCloud123!.
5. Click Log in.
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6. From the main menu, navigate to Tools > Password Management.
Figure 293. Password Management
7. Locate the entry for Historical Reporting User.
8. In the New Password field, type dCloud123!.
9. In the Confirm Password field, type dCloud123!.
Figure 294. Set the Historical Reporting User Password
10. Click Save.
NOTE: In a Unified CCX High Availability deployment, this operation must be performed on both servers before proceeding.
The password information is NOT automatically synchronized between Unified CCX nodes.
11. Open a new tab in Mozilla Firefox.
Figure 295. Open a new browser tab
12. From the dCloud homepage, choose Collaboration Admin Links > Cisco Unified Intelligence Center Premium 11.0.
Alternatively you may navigate to the following URL: https://cuic1.dcloud.cisco.com:8444/cuic.
Figure 296. CUIC Premium Webpage Link
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13. Log in with Username: administrator and Password: dCloud123!.
14. Click Log in.
15. Choose the Data Sources drawer. This will launch the Data Sources tab in the right pane.
Figure 297. Create a New Data Source
16. Click Create.
NOTE: In order to validate SQL queries for new or modified reports and access value lists, CUIC Premium must be able to use
Unified CCX as a Data Source. This capability is necessary in order to create custom reports for Unified CCX.
17. Configure the fields per the table below to configure Unified CCX as an accessible Data Source. Bear in mind that we are
actually setting up a SQL connection between Unified Intelligence Center Premium and Unified CCX.
Table 61. Data Sources > Create
Setting Input Description
Name Unified CCX Unique name by which the new Data Source will be referenced within CUIC Premium.
Description Unified CCX HR Database A brief description of the Data Source.
Type Informix Database Type to which the CUIC premium instance will communicate (MS SQL or Informix)
Data Source Host uccx2.dcloud.cisco.com Hostname or IP address of the host on which the database resides. In this case Unified CCX.
Port 1504 TCP Port on which the SQL data connection will be made. 1504 for Informix on Unified CCX.
Database Name db_cra Target database name. db_cra is the name of the Historical Reports database on Unified CCX.
Instance uccx2_uccx Unique database instance name this is determined using the following formula. [uccxHostname]+_uccx.
Because our Unified CCX hostname is uccx2 the db_cra instance name is uccx2_uccx. If the Unified CCX
hostname contains dashes -, these are converted to underscores during database installation. For Example if
the hostname were uccx-2, the instance name would be uccx_2_uccx.
Timezone Leave Blank Not Required as both cuic1.dcloud.cisco.com and uccx2.dcloud.cisco.com are provisioned in the same timezone
UTC. By default CUIC will assume that will use its timezone when running reports specifying date and time
ranges
Database User ID uccxhruser This is the built-in user id of the Historical Reporting User.
Password dCloud123! Password assigned to the Unified CCX Historical Reporting User.
Confirm Password dCloud123! Password assigned to the Unified CCX Historical Reporting User.
Charset UTF-8 Character set used in the Unified CCX Informix database.
Permissions Check All Boxes Permission assignments for this datasource.
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NOTE: For more information on the schema of the db_cra instance used to view tables, fields, and data within the Unified CCX
Historical Reports database, the fields defined above can be used to create a SQL connection to the dbcra from a database
visualization tool of your choice. We recommend that you use a lab environment for this access, but a deep understanding of the
data structures contained within will allow you to become adept at creating new or customized reports for your customers. In
addition, the Stored Procedures referenced by the stock report definitions can be viewed and used as a baseline for report
creation, where a simple single return query cannot achieve the reporting objective.
18. Confirm your input matches the graphic below.
Figure 298. Create Unified CCX Data Source
19. Click the Test Connection button.
20. Confirm the test returns a result of Online [ ].
21. Click the Save button to add the new Data Source.
22. Verify that the UCCX data source is in the Data Sources tab with a green checkmark in the Connected Node status field.
Figure 299. Connected Data Source
This concludes the integration of Unified CCX with CUIC Premium as an available data source. In the next exercise, we will
discuss use cases for custom reporting and use the CUIC Premium toolset to create a completely new report.
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Identify Reporting Requirements and Design a CUIC Report

The need to create a new report arises when a requirement to view a particular data set in the Unified CCX historical reports
database and this data set cannot be collected using a Unified CCX stock report. In some cases, stock reports do gather the data
but perhaps do not present it in a consumable form without manual summarization.
Customer Report Requirements and Existing Capabilities
The Unified Contact Center Express instance configured for this lab is designed to support a Customer Service line of
business. As part of the voice contact workflow, every customer that calls the CS_Voice_Main application is presented with a 3-
choice menu to specify the reason for his or her call. As part of the configured icd.aef script file, the menu option that the caller
selects is saved to CustomCallVariable1. This is one of 10 reserved call variables for which data is written to the Unified CCX
Historical Reporting database along with call contact detail.
CustomCallVariable1 is a variable of type String and possible values are:
New Order
Existing Order
Other Inquiry
NOTE: For students wishing to review the icd.aef script, Module 2 of this lab guide provides in depth coverage of both the
designed workflow and programmatic elements of the script.
Because we are recording caller selections and saving the derived data into the customVariable1 field of the ContactCallDetail
table (using a Set Enterprise Data script step), we know that data is available for each call record and we can perform reporting
operations against it.
The operations manager of the Customer Service Line of Business has asked you to provide a report which summarizes all calls
placed to the Contact Center during a given time interval and broken out by Inquiry Type.
In analyzing the stock report definitions available within Unified CCX, to find a ready-made solution, we discover one option for
reporting on data stored in Custom Call Variables, a report titled Call Custom Variables.
The Call Custom Variables report accepts filter parameters such as Time Range and even a particular Call Variable value.
However, the report returns a unique report row for each row of data matching the report filter. Report output as displayed below.
Figure 300. Call Custom Variable Report Output
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This output would be ideal if we wished to drill down into the specifics of each call specified by the customer inquiry type as stored
in the database as CustomCallVariable1. Unfortunately, this report does not provide the capability to summarize call data by
custom call variable type. A possible course might be manually exporting the data to CSV format and parse it using a spreadsheet
or similar tool. This method would be cumbersome and time consuming and a better solution by far is to harness the power of
CUIC Premium to write a simple but effective report to deliver the required results.
Expanding on and Clarifying Reporting Requirements
The problem statement as supplied by the Customer Service operations manager in the section above gives us a start but now
that we have identified the need to create a new report, let us expand on those requirements to arrive at a true report definition.
Provide a report which summarizes all calls placed to the Contact Center during a given time interval and broken out by
Inquiry Type. Call Totals, Inquiry Type, and Average Handle Time (AHT) for calls grouped per Inquiry Type should be provided
as part of the report output. In addition to filtering by time interval, the report should have the ability to filter by Unified CCX
Application Name in case additional voice applications are deployed in the future.
Based on the requirements specified our report data set should include the following viewable data:
Table 62. Call Summary By Inquiry Type Data Fields
Field Description Data Format Unified CCX db_cra Table and Field Name[tableName.FieldName]
Application Name Specifies the Line Of Business for which the report is being run. STRING ContactCallDetail.applicationname
Inquiry Type Loosely the Call Reason, can be one of (New Order, Existing STRING ContactCallDetail.customVariable1
Order, Other Inquiry)
Total Calls The number of calls for each distinct Inquiry Type over a DECIMAL Count of all records meeting the filter criteria
specified time range
Average Talk Time Average of talk time for all calls specified by a particular inquiry Hh:mm:ss Average of the values in the ContactCallDetail.connecttime field.
type
Based on the requirements specified, our report should allow for the following filter criteria:
Table 63. Call Summary By Inquiry Type Filter Fields
Filter Description CUIC Data Type Unified CCX db_cra Table and Field Name[tableName.FieldName]
Begin Date/Time Specifies the beginning of the time range for which data will DATETIME Filter is tested against the ContactCallDetail.startdatetime
be collected
End Date/Time Specifies the end of the time range for which data will be DATETIME Filter is tested against the ContactCallDetail.startdatetime
collected.
Application Name Unified CCX Voice Application String Filter tested against the ContactCallDetial.applicationname field
Visual Presentation
Let us review our intended design by creating an example of the data displayed when our report is run.
Figure 301. Mock-Up of Intended Report
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Identifying SQL Programming to Create a Report Data Source
NOTE: All custom reporting solutions require an understanding of the logical layout and location of data fields within the database.
This is called a schema. The activities in this lab make use of schema definitions documented in the Cisco Unified CCX
Database Schema Guide, Release 11.0(1). Refer back to the beginning of this module for a link to the documentation.
While it is far beyond the scope of this lab document to teach Standard Query Language (SQL) programming we will review in
brief the required SQL SELECT statement needed to gather the required data fields, and sort results based on filters specified.
As indicated earlier, all of the data required to provide this report output resides in the ContactCallDetail table of the db_cra
database on Unified CCX. In addition, we identified the following database field (column id) values that specify return data and will
provide the basis of our SELECT statement: applicationname, customVariable1, connecttime.
Also, recall that we are providing filtering capability to limit the result set based on the value of the startedatetime field being
greater than or equal to the interval start time and less than or equal to the interval end time. In addition, we will check to ensure
that the applicationname field matches that specified in the report filter.
Finally, we wish to group results by Inquiry Type, which is the value present in the customVariable1 field.
The following SQL statement will satisfy the requirements gathered:

SELECT ccdr.applicationname AS VoiceApplication, ccdr.customVariable1 AS InquiryType, COUNT(*) AS
TotalCalls, AVG(ccdr.connecttime) As AverageTalkTime
FROM ContactCallDetail AS ccdr
WHERE ccdr.startdatetime BETWEEN :StartTime AND :EndTime AND
ccdr.contactDisposition = 2 AND ccdr.applicationname = :VoiceApplicationName
AND (ccdr.customVariable1 = 'New Order' OR ccdr.customVariable1 = 'Existing Order' OR ccdr.customVariable1 =
'Other Inquiry')
GROUP BY VoiceApplication, InquiryType
ORDER BY InquiryType;
In the WHERE clause of this statement there are 3 elements preceded by a colon :. These are Parameters supplied by the end
user when executing the report. CUIC parses the SQL syntax and recognizes this must be provided by the end user. When the
parameters are configured and the report is Run, CUIC will dynamically replace these tags with the value provided by the user.
This is a function of an Anonymous Block SQL query, which we will use as our data source value for the Report Definition.
For Example, :StartTime will be replaced with a Data/Time value based on what is selected using a calendar control on the report
filter screen. :VoiceApplicationName will be replaced by a string containing a valid voice application name chosen by the user.
NOTE: Use caution when constructing SQL statements for new reports. Database performance can be severely impacted if an
improperly written query is executed against the Unified CCX database. This is especially true when creating more complex
iterative queries using Stored Procedures.
Create a Report Definition and Parameter Value List

Create the Report Definition
With requirements gathered and defined and SQL logic compiled to retrieve our data set, we are ready to begin the report creation
process. A Report Definition in CUIC contains the data source for the report (SQL, Anonymous Block, Stored Procedure). It
allows us to set the expected format of return (field data), and to configure parameter data types and formats. Some visual
formatting may be done here, but the vast majority of aesthetic modification can be done later when Editing Report Views.
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1. In the browser tab connected to the CUIC Premium instance on cuic1.dcloud.cisco.com click on the Report Definition
drawer [ ] in the left pane.
2. In the Report Definition tab, right-click on the Report Definitions category.
3. From the context menu, choose Create Sub-category.
Figure 302. Create Sub-category
4. In the Name field, type Custom Report Definitions.
Figure 303. Report Definitions Sub-Category Configuration
7. Left-click the Custom Report Definitions Sub-category, choose Create Report Definition.
Figure 304. Create Report Definition
8. Configure the Report Definition using the parameters listed in the table below.
Table 64. Create Report Definition Parameters
Setting Input
Name Call Summary By Inquiry Type
Description Call Summary By Inquiry Type
Permissions Check all boxes
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9. Click OK.
10. A new tab titled Call Summary By Inquiry Type is opened in the right pane.
11. Use Windows File Explorer to browse to the folder Desktop\CCX-Enablement\Module5.
12. Double-click the file name Call_Summary_By_Inquiry_SQL.txt file to open in Notepad. This file contains a copy/paste
version of the SQL statement developed earlier in the lab.
Figure 305. Open Call_Summary_By_Inquiry_SQL.txt
13. Use the Ctrl + A keystroke combination to select all contents of the file.
14. Use the Ctrl + C keystroke combination to copy the selection to the Windows clipboard.
16. Switch focus back to the Call Summary By Inquiry Type tab in CUIC.
17. On the [ ] tab, enter the values specified in the table below.
Table 65. Data Source Parameters
Setting Input
Query Type Anonymous Block
Data Source Unified CCX
Data Source Type Informix (automatically filled)
18. Confirm that the Data Source Status is [ ].
19. Place your cursor in the Anonymous Block editor window, use the Ctrl + V keystroke combination to paste the SQL text.
Figure 306. Call Summary By Inquiry
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20. Click Create Parameters.
The Create Parameters function instructs CUIC to parse the entered SQL statement and search for any specified parameters. In
our case, the values :StartTime, :EndTime, and :VoiceApplicationName are identified and displayed below the Anonymous
Block editor window. This is the first SQL query validation step performed by CUIC during Report Definition creation.
21. Scroll to the bottom of the page and configure the detected parameters using the table below.
Table 66. Anonymous Block Parameter Setup
Parameter Name Data Type
@StartTime DATETIME
@EndTime DATETIME
@VoiceApplicationName STRING (Default)
Figure 307. Anonymous Block SQL Parameters
22. Click the Create Fields button.
23. Confirm that a success message is displayed to the right of the Create Fields button.
Figure 308. Create Fields Query Validation
The Create Fields function performs a SQL validation test against the data source Unified CCX to ensure that the query is
executable as written based on the Unified CCX database schema.
24. Scroll up and click the [ ] tab.
25. Click the radio button for the totalcalls field.
26. Click the Edit Formatting button.
27. Use the drop-down menu to set the Footer value to Sum. This will automatically create a calculated footer column totaling the
values for all returned data rows.
Figure 309. Add Footer
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28. Click Update Field.
29. Click the radio button for the averagetalktime field.
30. Click the Edit Formatting button.
31. In the Format field, use the drop-down menu to choose Minutes and Seconds (hh:mm:ss).
32. Use the drop-down menu to set the Footer value to Avg. This automatically creates a calculated footer returning the average
for the ATT values for all returned data rows.
34. Click the [ ] tab.
35. Choose the entry for @StartTime and click the Edit button.
Figure 310. Choose and Edit Parameter
36. Use the table below to configure the @StartTime parameter.
Table 67. @StartTime Parameter Setup
Setting Input
Relative Date Range Start Date
Display Name Interval
Figure 311. @StartTime Parameter Configuration
38. Choose the entry for @EndTime and click the Edit button.
39. Use the table below to configure the @EndTime parameter.
Table 68. @EndTime Parameter Setup
Setting Input
Relative Date Range End Date
Display Name Interval
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41. Choose the entry for @VoiceApplicationName and click the Edit button.
Observe: there is an option to assign a Value List to this parameter. A value list displays a list of available valid choices from
which the report end-user may choose. Value Lists are generated by running a simple SQL query to identify valid values present in
particular database fields. Because we have not yet defined a value list we will leave the parameter as is and return to finish the
configuration after the creating a value list.
42. Click Save to save the report definition configured so far.
Create a Value List for the @VoiceApplicationName Parameter
As specified in the previous step, we want to provide the end-user a list of valid options for use with report filter parameters. This
ensures consistent results and delivers a superior end-user experience by making the report filter interface more intuitive.
Value lists use simple SQL queries to return pertinent data as filter choices for a particular report. In this case, because all of the
data for our report is derived from the db_cra.ContactCallDetail table, we want to determine the list of valid Unified CCX
Application names by issuing a simple query to select unique instances of application names, which occur in records in the
db_cra.ContactCallDetail table. Rather than listing every application configured within Unified CCX, we are presenting only the
names of those applications, which have generated call traffic based on records stored in the db_cra.ContactCallDetail table.
The SQL Query used to generate the Value list is as follows:

SELECT first 30000 DISTINCT applicationname as ID, applicationname as Value
FROM ContactCallDetail
WHERE applicationname<>''
This query will seek through the first 30000 rows of data and identify distinct values for the applicationname field where the value
is something other than an empty string. It will then return this list of distinct Application Names. This list will be used by CUIC in
the Run report interface to populate the available selections from which the end-user may choose.
1. Use the Windows File Explorer to browse to the folder Desktop\CCX-Enablement\Module5.
2. Double-click the file named Value_List_SQL.txt file to open in Notepad. This file contains a copy/paste version of the SQL
statement developed earlier in the lab.
Figure 312. Open Value_List_SQL.txt
3. Use the Ctrl + A keystroke combination to select all contents of the file.
4. Use the Ctrl + C keystroke combination to copy the selection to the Windows clipboard.
6. Switch focus back to browser window actively connected to CUIC.
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7. Click the [ ] drawer.
8. Click the Create button.
Figure 313. Create Value List
9. In the Value List > Create dialog, enter the values specified in the table below.
Table 69. Value List Parameters
Setting Input
Value List Name Voice Application Name
Version 1.0
Data Source Unified CCX
Description Unified CCX Application Names
10. Clear all text from the Value List Query field.
11. Place your cursor in the empty Value List Query field and copy SQL command using the Ctrl + V keystroke combination.
12. Click the Validate button.
13. Confirm that the validation is successful.
Figure 314. Validation Successful
14. Click OK.
15. Clear all text from the Collection Query field.
16. Scroll down and place a checkmark in all available Permissions fields.
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17. Confirm that your configuration matches the graphic below
Figure 315. Value List > Create Configuration
18. Click Save.
19. Close the Value Lists tab.
Complete Parameter Configuration using a Value List
Complete the report configuration by assigning the Voice Application Name Value List to the @VoiceApplicationName
parameter in the Call Summary By Inquiry Type Report Definition.
1. Click the [ ] tab.
2. To synchronize the newly added Value List click the Refresh button [ ].
3. Choose the [ ] tab.
4. Choose the entry for @VoiceApplicationName.
5. Click Edit.
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6. Use the table below to configure the @VoiceApplicationName parameter.
Table 70. @VoiceApplicationName Parameter Setup
Setting Input
Display Name Voice Application Name
Value List Voice Application Name
Figure 316. @VoiceApplicationName Parameter Configuration
8. Click the [ ] button at the top of the tab.
9. Close the Call Summary By Inquiry Type tab.
Create a Report using the new Report Definition

To complete the report creation process we must create a new report, which uses the Report Definition created in the previous
activity. Recall that the Report allows us to perform the following:
Create and Customize Data Views
Set Values for the Default Report Filter or Even Bypass the filter dialog altogether
1. Click the Reports drawer [ ] in the left pane to open the Reports tab.
2. Under Available Reports, highlight the Reports folder and right-click to open the options menu.
Figure 317. Create Sub-category
4. In the Name field, type Custom Reports.
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Figure 318. Create Custom Reports Sub-category
7. Right-click on the newly create Custom Reports Sub-category and choose Create Report from the menu.
8. Enter the following parameters to create the new report.
Setting Input
Name Call Summary By Inquiry Type
Description Call Summary By Inquiry Type
Report Definition Report Definitions > Custom Report Definitions > Call
Summary By Inquiry Type
Permissions All boxes checked
Figure 319. Create Call Summary By Inquiry Type Report
9. Click OK. An editor tab titled Call Summary By Inquiry Type will launch in the right pane.
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Customize Data Grid View of the New Report
Recall that in an earlier activity we developed a proposed visual layout for the Call Summary By Inquiry Type report which
specified the order in which columns would be displayed. We will now customize the default report data view using the mock-
design developed.
Figure 320. Mock-Up of intended report
1. With application focus on the Call Summary By Inquiry Type report editor tab, click the Edit Views [ ] button.
2. Click the radio button for the view item named Call Summary By Inquiry Type grid data view.
3. Click the Edit button.
Figure 321. Edit View
4. Use the Up and Down arrows to re-order the fields displayed in the Current field order in the grid pane from top to bottom
as follows:
voiceapplication
inquirytype
totalcalls
averagetalktime
5. Ensure that your data field grid order matches the graphic below.
Figure 322. Re-order Data Fields
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6. Next, we will edit the Grid Display Name property of all fields presented in the data grid.
7. Right-click the voiceapplication field in the Current field order in the grid pane. Choose Properties.
8. In the Grid Display Name field, type Application Name.
9. Click OK.
Figure 323. Update Grid Display Name
10. Right-click the inquirytype field in the Current field order in the grid pane. Choose Properties.
11. In the Grid Display Name field, type Inquiry Type.
12. Click OK.
13. Right-click the totalcalls field in the Current field order in the grid pane. Choose Properties.
14. In the Grid Display Name field, type Total Calls.
15. Click OK.
16. Right-click the averagetalktime field in the Current field order in the grid pane. Choose Properties.
17. In the Grid Display Name field, type Average Talk Time.
18. Click OK.
19. Confirm that data fields have been modified such that your configuration matches the graphic below.
Figure 324. Updated Grid Display Names and Order
20. Click Save.
NOTE: The operation above affects only the cosmetic display of data when the report is run, making it easier for a viewer to
understand by assigning a standard text representation of the field name.
Create a Pie Chart Data View
Finally, we take our reporting package to the next level and provide an At a Glance Pie Chart view, which will display the
Percentage By Volume based on Inquiry Type. This view will then become an optional data view when the report is run.
1. From the Views of Call Summary By Inquiry Type tab, click Create.
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2. Choose Chart from the drop down menu.
Figure 325. Create New Chart Data View
3. Use the table below to configure General Settings.
Table 72. Chart Data View General Settings
Setting Input
Chart Type Pie Chart
Chart Name Call Percentage By Inquiry Type
Chart Description Call Percentage By Inquiry Type
4. Scroll down and click Next to continue.
5. Use the table below to configure Series Settings.
Table 73. Chart Data View Series Settings
Setting Input
Data Field totalcalls (totalcalls)
Label Field inquirytype (inquirytype)
Label Position Inside Wedges
Label Format Percent with Value Inside Parentheses
6. Confirm that your configuration matches the graphic below.
Figure 326. Chart Data View Series Configuration
7. Click Next.
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8. Scroll down and click Save and Exit to save changes.
9. Click OK when prompted to Save and Exit the Chart Editor.
10. Observe that both configured views are now associated with the Call Summary By Inquiry Type report.
Figure 327. Call Summary By Inquiry Type Views
11. Close the Views of Call Summary By Inquiry Type tab.
Test Report Execution

With Report creation and data view customization complete it is time to run the report and evaluate the return results.
Note: As this is a lab system with Call Volume generated for testing purposes and on specific dates we will always use the
Relative Date Range of Year to Date when running the report to ensure that a dataset is returned. You may wish to generate test
traffic and sample the report results based on your testing.
2. Click the Refresh icon [ ] to incorporate changes to the Call Summary By Inquiry Type report (made during the
previous exercise).
3. Expand the Custom Reports sub-category by clicking the + directly to the right of the item.
4. Left-click the Call Summary By Inquiry Type report to launch the report filter.
5. For Interval set the Relative Date Range field to Year to Date using the drop-down menu.
6. Observe that the Voice Application Name parameter displays a single available item in the Available pane.
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7. Choose CS_Voice_Main and use the [ ] to bring this item into the Selected pane.
Recall: The available items for the Voice Application Name filter are rendered based on the Value List defined earlier.
Figure 328. Call Summary By Inquiry Type Filter
8. Click Run.
9. Observe that the report runs successfully and returns data similar to the following:
Table 74. Call Summary By Inquiry Type Grid View
Image Tag Item Comment
1 Column Headers and Order Column Header Names Configured based on the Grid Display Name value. Columns are presented in
the desired order from left to right.
2 Average Talk Time Format Formatting value specified for the averagetalktime field is correct (hh:mm:ss)
3 Footer Columns A Footer with Total Calls and Average Talk Time is displayed at the bottom of the report page.
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Test the Chart Data View
We have confirmed that the output of the report data grid view aligns with our design. Let us observe the output of the chart data
view.
10. Locate the Data View selection menu at the top right of the Call Summary By Inquiry Type report window. You may need to
click [ ] to view the drop down list.
Figure 329. Data View Selection Menu
11. Use the drop-down menu to choose Call Percentage By Inquiry Type.
12. Confirm that the pie chart data view presents total call volume sorted by inquiry type.
Figure 330. Call Percentage By Inquiry Type Chart
13. Observe that based on our configuration settings, the values are displayed inside the chart wedges.
Export the Packaged Report and Import to CUIC Standard

With a fully functional multi-view report created and tested with Unified Intelligence Center Premium, we are ready to package
the report and make it available to end-users from within CUIC Standard running on the Unified CCX server.
This is a relatively straightforward process, which involves exporting the created report from CUIC Premium and then importing
the report to a target category in CUIC Standard.
1. Click the Reports tab if already open, or Click the Reports drawer to launch the tab.
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2. Right-click the Call Summary By Inquiry Type report item. Choose Export from the menu.
Figure 331. Export Call Summary By Inquiry Type
3. Leave the default name for the archived report Call Summary By Inquiry Type.zip.
4. Click OK.
Figure 332. Export Report Dialog
5. When prompted in the Opening File dialog, click the Save File radio button and then click OK.
Figure 333. Opening File Dialog
6. The file Call Summary By Inquiry Type.zip file will be automatically save to Desktop\CCX-Enablement\Downloads.
7. Switch to the Mozilla Firefox browser tab connected to CUIC Standard on uccx2.dcloud.cisco.com. If prompted to log in,
do so with the credentials Username: cholland and Password: C1sco12345.
8. Click the Reports drawer to launch the Reports tab.
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9. Click Import Report from the menu.
Figure 334. Import Report
10. In the File Name field, click the Browse button.
11. In the File Upload dialog, browse to Desktop\CCX-Enablement\Downloads and choose Call Summary By Inquiry
Type.zip.
Figure 335. Browse to Report Location
12. Click Open.
13. In the Save To field, use the arrow to expand the Reports category. Click the radio button for Customer Service.
Figure 336. Import Settings
14. Click Import.
15. CUIC opens the archive file and examines the report components. It will detect that it does not have an installed Report
Definition that matches the one referenced by this report. You will see what appears to be an error message but is actually
informational and a new dialog opens to allow the user to choose the data source associated with this report.
16. From the Data Source for Report Definition drop-down menu, choose UCCX.
17. From the Data Source for Value List drop-down menu, choose UCCX.
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18. The Save To field preserves the selection from the previous dialog, which was Reports > Customer Service. Verify this is
correct.
Figure 337. Import Settings
19. Click Import.
20. A message indicating that import was successful is displayed in the upper left corner of the import dialog. You will
automatically be re-directed back to the Reports tab once complete.
21. The Call Summary By Inquiry Type report should now be available in the Customer Service reports Sub-category.
Figure 338. Customer Service > Call Summary By Inquiry Type
Test Imported Call Summary By Inquiry Type Report
Run the newly imported report to ensure that report filters and return data render as expected.
1. Left-click the Call Summary By Inquiry Type report item in the Reports tab.
2. For Interval, set the Relative Date Range field to Year to Date using the drop-down menu.
3. Observe that the Voice Application Name parameter displays a single available item in the Available pane.
4. Select CS_Voice_Main and use the [ ] to bring this item into the Selected pane.
5. Click Run.
6. Confirm that both the data grid and pie chart views are accessible and display identically as with the previous report execution
on CUIC Premium.
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Module 5 Conclusion
Through the completion of this module, you have become familiar with the features and capabilities of CUIC Standard and CUIC
Premium. You have explored reporting requirements and identified situations where cosmetic customization is not sufficient to
meet customer needs. You have translated requirements into a report design and then harnessed the capability of CUIC Premium
as a platform to create custom reporting for Unified CCX end users and to package and deliver this functionality so that it is readily
available from within CUIC Standard and available to end-users.
While this concludes the lab modules, we invite you to take your learning to the next level and explore the creation of additional
reports using the baseline custom report example provided.
Lab Conclusion
This concludes our lab learning exercises. We invite students with additional time to re-visit modules of interest or to complete
those that may have been skipped and further explore the capabilities of Cisco Unified Contact Center Express.
Cisco dCloud
Appendix A: CAD to Finesse Migration Tool

The CAD to Finesse Migration utility automates the migration of some Cisco Agent Desktop (CAD) configuration data to Cisco
Finesse. The utility runs from a client with connectivity to the CAD and Finesse servers and allows for multi-stage migration of
configuration data. Reason Codes, Wrap-up Codes, Phone Books, Contacts and some workflow actions are migrated.
NOTE: The CAD to Finesse migration utility can be used with any version of UCCX supported for direct upgrade to 11.0(1). Check
the Compatibility Matrix for versions supported for direct upgrade to 11.0(1).
What is Migrated?
The utility migrates the following configuration:
Global & Workflow Group Not Ready Reason Codes
Global & Workflow Group Logout Reason Codes
Global & Workflow Group Wrap-up Codes
Global & Workflow Group Phone Book Contacts
Global & Workflow Group Phone Books
Workflow Group Start Recording Actions
Workflow Group HTTP Actions
Workflow Group HTTP Actions associated with non-Default Workflow Lists are not migrated. Only actions associated with the
Default Workflow List are migrated by this utility.
The Workflow Group configuration is migrated to the Finesse Team ONLY if the Finesse Team name matches the Workflow Group
name.
If the Workflow Group name matches the Finesse Team name, the Workflow Group specific configuration will be associated with
the Finesse team. If the Workflow Group name does not match the Finesse Team name, the configuration will be migrated to
Finesse, but will have to be assigned manually to the Finesse Team.
If the Finesse Team has configuration associated with it, the utility will append the newly migrated configuration to the Finesse
Teams configuration.
Download the Utility
The Tool is downloaded from the Cisco DevNet website.
1. Open or bring focus to the RDP session connected to wkst1.dcloud.cisco.com (Charles Holland).
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3. Browse to https://developer.cisco.com/site/finesse/downloads/cad-to-finesse/index.gsp and click Download the utility.
Figure 339. Download Utility
4. Press OK in the dialog box and save the tool to C:\Users\cholland\Desktop\CCX-Enablement\Downloads.
Figure 340. Save the Tool
Export the CAD configuration using the Utility
1. Open the download folder on Workstation 1, C:\Users\cholland\Desktop\CCX-Enablement\Downloads.
2. Using 7zip, extract the .zip file to a folder as shown below.
Figure 341. Extract File
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3. After extracting the utility, navigate to C:\Users\cholland\Desktop\CCX-Enablement\Downloads\cadtofinesse_1.6\dist.
4. Double click convert.exe to launch the utility.
Figure 342. Launch Convert.exe
5. Give consent for the utility to run by typing Yes as shown below.
Figure 343. Give Consent
Next, we need to choose the phase to run. Export allows us to extract the CAD LDAP and serialize it on the disk where the utility is
being run. Import phase uses the previously serialized information to configure Finesse.
NOTE: The import phase must be run by the utility in the same location (PC, folder etc.) as the export phase.
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6. We will first export the configuration from UCCX1. At the Select the phase to run (export/import): type export.
7. When prompted to enter the IP address of the CAD server, enter 198.18.133.19.
8. When prompted to Begin export? (Yes/No) type Yes. This action will close the utility and create the extracted CAD
configuration.
Figure 344. Begin Export
9. The output file is found at C:\Users\cholland\Desktop\CCX-Enablement\Downloads\cadtofinesse_1.6\dist\backup.
Figure 345. Export file location.
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Importing the CAD configuration to Finesse using the Utility
We must now import the extracted CAD information to UCCX2 so that it can be added to the Finesse configuration.
1. Open the folder location C:\Users\cholland\Desktop\CCX-Enablement\Downloads\cadtofinesse_1.6\dist.
2. Re-launch the utility by double clicking convert.exe.
3. When prompted to Select the phase to run (export/import), enter Import.
4. When prompted with This script send anonymous data back to Cisco. Do you concent? (Yes/No), enter Yes.
5. When prompted with Enter Finesse FQDN in hostname.domain.suffix for, enter uccx2.dcloud.cisco.com.
6. When prompted with Finesse administrator username, enter administrator.
7. When prompted with Finesse administrator password, enter dCloud123!.
8. Press enter to initiate the import.
Figure 346. Import phase.
This concludes Appendix A.
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Appendix B Technical Reference Documents

CAD to Finesse Migration
Cisco Unified Contact Center Express Design Guide, Release 10.6(1)
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/design/guide/UCCX
_BK_CBB99111_00_cisco-unified-contact-center-express/UCCX_BK_CBB99111_00_cisco-unified-contact-center-
express_appendix_0111.html
Scripting with Unified Contact Center Express 11

Cisco Unified Contact Center Express Getting Started with Scripts, Release 11.0(1)
Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.0(1)
Cisco Unified Contact Center Express Expression Language Reference Guide, Release 11.0(1)
Provisioning the Chat and Email Subsystem

Cisco Unified CCX Administration Guide, Release 11.0(1): Subsystems Menu
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/config/guide/UCCX_
BK_U2F148AE_00_unified-ccx-administration-guide/UCCX_BK_U2F148AE_00_unified-ccx-administration-
guide_chapter_010000.html
Reporting System Technical Reference

Cisco Unified Contact Center Express Report User Guide, Release 11.0(1)
K_U36B58A5_00_uccx-report-user-guide-11.html
Cisco Unified Contact Center Express Historical Reporting Guide, Release 11.0(1)
K_UA808DBF_00_uccx-historical-reporting-guide-11.html
Cisco Unified CCX Database Schema Guide, Release 11.0(1)
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_0/reference/guid
e/Unified_CCX_Database_Schema_Guide_Release_1101.pdf
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Lab Guide UCCX 11.0 Enablement Lab v1

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Cisco dCloud

Cisco Unified Contact Center Express Enablement Lab v1

Created in Partnership with Solutions Readiness Engineers

About This Solution

Cisco Unified Contact Center Express offers:

Sophisticated call routing and comprehensive contact management capabilities

E-mail, Web Chat, and social media integration

Workforce optimization, including workforce management and advanced quality management

About This Lab

o CAD to Finesse Migration

o Advanced Unified CCX Scripting Techniques

o Email and Chat Provisioning for multi-channel communications

o Finesse Gadget Creation and Customization

o Cisco Unified Intelligence Center Report Customization and Creation

Demonstration Profile and Contact Links

View the demonstration content on Cisco dCloud at: https://dcloud-cms.cisco.com/demo/cisco-unified-contact-center-

Access all available Cisco dCloud demos: https://dcloud.cisco.com.

Access Cisco Finesse Administration ................................................................................................................ 34

Module Objectives .............................................................................................................................................. 89

Basics of Operation ....................................................................................................................................... 121

Customer Report Requirements and Existing Capabilities .............................................................................. 165

Module 1: Cisco Agent Desktop (CAD) to Finesse Migration

Module 2: Advanced Unified CCX Scripting Techniques

Module 3: Finesse Agent Email and Unified CCX WebChat Provisioning

Module 4: Finesse Gadget Creation and Customization Tutorial

Module 5: Cisco Unified Intelligence Center Report Customization and Creation

Table 1. Lab Requirements

Laptop with Cisco AnyConnect None

Table 2. Preconfigured User Information

User Name User ID Password Endpoint Devices Phone Email/Directory URI

Figure 1. Lab Topology Overview

Table 3. Server Details

Name Description Host Name (FQDN) IP Address Username Password

CCX-SM1 Cisco Social Miner 11.0 ccx-sm1.dcloud.cisco.com 198.18.133.21 administrator dCloud123!

CUIC1 Unified Intelligence Center Premium 11 cuic1.dcloud.cisco.com 198.18.133.22 administrator dCloud123!

AD1 Active Directory, DNS, ADFS2.0 ad1.dcloud.cisco.com 198.18.133.1 administrator C1sco12345

Exchange Exchange 2010 mail1.dcloud.cisco.com 198.18.133.2 administrator C1sco12345

Workstation 2 Windows 7 wkst2.dcloud.cisco.com 198.18.133.37 aperez C1sco12345

Applications and Versions

Table 1. Software Versions

Software Description Version Installed

Cisco Unified Communications Manager 11.0.1.10000-10

Cisco Unified IM and Presence Service 11.0.1.10000-6

Cisco Unified Contact Center Express 10.6 10.6.1.11001-31

Cisco Unity Connection 11.0.1.10000-10

Microsoft Exchange Microsoft Exchange 2010

External DNS server Microsoft Windows Server 2008 R2

Mail Server Microsoft Windows Server 2008 R2 with Exchange 2010

Demonstration Workstations Microsoft Windows 7

Cisco Jabber for Windows 11.x

Unified Contact Center Express 10.6

Basic Class of Control elements are pre-defined as follows:

ALL-DN-PT Collaboration Specialist Training DN Partition

ALL-URI-PT Collaboration Specialist Training URI Partition

Table 3. Calling Search Spaces

Calling Search Space Partitions

CST-DN-PT ALL-DN-PT, ALL-URI-PT, (All System Generated Partitions)

Certificate Management and DNS Resolution

2. Schedule a session. [Show Me How]

3. Test your connection. [Show Me How]

NOTE: It may take up to 30 minutes for your session to become active.

5. Click View to open the active session.

Workstation 1: 198.18.133.36, Username: dcloud\cholland, Password: C1sco12345

Connecting to Required Resources