CCIE Voice Lab Workbook Volume I Version 3.

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Copyright 2009 Internetwork Expert, Inc. All rights reserved.

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The following publication, CCIE Voice Lab Workbook Volume I Version 3.0, was developed by Internetwork Expert, Inc. All rights reserved. No part of this publication may be reproduced or distributed in any form or by any means without the prior written permission of Internetwork Expert, Inc. Cisco, Cisco Systems, CCIE, and Cisco Certified Internetwork Expert, are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain countries. All other products and company names are the trademarks, registered trademarks, and service marks of the respective owners. Throughout this manual, Internetwork Expert, Inc. has used its best efforts to distinguish proprietary trademarks from descriptive names by following the capitalization styles used by the manufacturer.

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CCIE Voice Lab Workbook Volume I Version 3.0 Disclaimer

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The following publication, CCIE Voice Lab Workbook Volume I Version 3.0, is designed to assist candidates in the preparation for Cisco Systems CCIE Voice Lab Exam. While every effort has been made to ensure that all material is as complete and accurate as possible, the enclosed material is presented on an as is basis. Neither the authors nor Internetwork Expert, Inc. assume any liability or responsibility to any person or entity with respect to loss or damages incurred from the information contained in this workbook. This workbook was developed by Internetwork Expert, Inc. and is an original work of the aforementioned authors. Any similarities between material presented in this workbook and actual CCIE lab material is completely coincidental.

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CCIE Voice Lab Workbook Volume I Version 3.0

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Table of Contents
Cisco Unified Contact Center Express ................................................1!
4.1! CUCCX Integration ............................................................................ 1!

Cisco Unified Contact Center Express Solutions ................................2!

4.1! CUCCX Integration ............................................................................ 2!

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Cisco Unified Contact Center Express

! Note
Many lab scenarios require previous labs to be properly configured. Therefore, it is recommended to save your config, and ensure you load the config before attempting further labs.

4.1

CUCCX Integration
Integrate the CUCCX system with the CUCM cluster per the following requirements: o JTAPI user name prefix/password: jtapi/cisco o RMCM user name prefix/password: rmcm/cisco o CTI port range: 1401-1402 o Default application script name: icd.aef o Default ICD Application CTI RP DN: 1400 Configure HQ Phone 3 for an ICD agent, and assign it to call service queue

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Cisco Unified Contact Center Express Solutions

4.1

CUCCX Integration
Integrate the CUCCX system with the CUCM cluster per the following requirements: o JTAPI user name prefix/password: jtapi/cisco o RMCM user name prefix/password: rmcm/cisco o CTI port range: 1401-1402 o Default application script name: icd.aef o Default ICD Application CTI RP DN: 1400 Configure HQ Phone 3 for an ICD agent, and assign it to call service queue

Configuration Step 1: Login to the CUCCX machine using the following information: Field IP Address Username (Windows) Password (Windows) Username (CUCCX Initilization) Password (CUCCX Initilization) JTAPI Username/Password RMCM Username/Password Value 177.1.10.40 Administrator cciecisco Administrator ciscocisco jtapi/cisco rmcm/cisco

Launch the CUCCX adminsitration using the Application Administration Internet Explorer shortcut on the desktop. Login using the credentials shown above:

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Choose Single Node, and click Setup:

Enter the CUCM Publisher information, and username/password (admin/cciecisco)

Select the license file from the Desktop:

Once, the license file has been verified, click Next, and wait the activation process to complete (which may take up to 10 minutes)

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Add the Subscriber to the Selected AXL Service Providers: (Publisher first in order)

Add the Subscriber to the Selected CTI Managers: (Subscriber first in order)

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Add the Subscriber to the Selected CTI Managers: (Subscriber first in order)

Set the following System Parameters:

Choose the language (English US)

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Click search to find the users from CUCCM. Move the CUCCX user to the Adminsitrator list, and ensure hquser3 is listed as a user:

The installation is now complete. Any JTAPI errors can be ignored, as they will be resolved later. Close the browser, then open it once again, and login with the cuccxadmin user. Step 2: Navigate to Subsystems > Cisco Unified CM Telephony. Click the Add a New Cisco Unified CM Telephony Call Control Group link. Fill in the fields using the table below: Field Number of CTI Ports Starting Directory Numbers Device Name Prefix Device Pool Location AAR Group External Phone Number Mask Display Click the Add button. Value 2 1401 CTI DP_HQ LOC_HQ AAR_HQ 775201XXXX CTI Ports

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Perform the following steps to configure the CallManager system: Step 1: Navigate to User > Application User. Find the user name rmcm. Select the device corresponding to the HQ IP Phone 3. Check the No Primary Extension and No ICD Extension fields then click the Update button. Repeat this step to associate the rmcm user with BR1 IP Phone 2. Step 2: Ensure the user hquser3 is in the corporate directory under User > End User. In addition, assign the IPCC extension to 1003:

Step 3: Navigate to Device > Device Settings > IP Phone Services and click the Add a New IP Phone Service link Enter the Service Name as IPPA and the Service URL as: http://177.1.10.10:6293/ipphone/jsp/sciphonexml/IPAgentInitial.jsp (You may find this URL under Cisco CAD Installation Guide on the Cisco DocCD)

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Navigate to the Device > Phone section of the menu and locate HQ IP Phone 3. On the Phone Configuration page click the Subscribe/Unsubscribe services Related links, then choose IPPA from the drop-down list click Continue and then click Subscribe. Perform the following steps to configure the RMCM subsystem and create a JTAPI trigger: Step 1: Run the CRS Application Administration utility and then navigate to Subsystems > RMCM > Resource Groups. Click the Add a New Resource Group list link and set the Resource Group List Name to RG_DEFAULT then click the Add button:

Step 2: Navigate to the Resources section and click on the hquser3. Change the Resource Group field to RG_DEFAULT then click the Update button.

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Click the Contact Service Queues link then click the Add a New Contact Queue link. Set Contact Service Queue Name to CSQ_DEFAULT and set the Resource Pool Selection Model to Resource Group Click the Next button, then choose the Resource Group RG_DEFAULT and click the Add button.

Step 4: Navigate to Application > Application Management. Click the Add a New Application link. Set Application Type to Cisco Script Application. Click next. Step 5: Set the Name field to ICD, Maximum Number of Sessions to 2, and the Script field to icd.aef.Click the CSQ parameter check-box and set the parameter value to CSQ_DEFAULT and then click the Add button:

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Step 6: Click the Add a New Trigger link set Trigger Type to CM Telephony and set the trigger parameters according to the following table: Field Directory Number Maximum Number of Sessions Call Control Group Device Pool Location External Phone Number Mask Display Click the Add button. Step 7: Navigate to System > Control Center then click the name corresponding to your server. Select the CUCCX Engine application and the click the Restart button. Value 1400 Default JTAPI Group #0 DP_HQ HUB_NONE 775201XXXX ICD Port

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!Further Reading:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_ and_configuration_guides_list.html

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