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CCBootCamp_s_CCIE_Voice_Technology_Lab_workbook_version_3_0_Part4.pdf

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Chapter 11 - CRS/IPCC Express Application8STMGWMRGPYHIHMRXLMWGLETXIVl. Default script configuration and integration 2. Custom script configuration and integration 8EWOWXSEGGSQTPMWLl. Configure the IPCC on the Contact Center server to work with the CallManager using the following parameters {all passwords are "cisco" and all pin's are "l2345"|:Jtapi username: tapiResource manager user: rmtapiCTI ports: l32l ~ l325.2. Configure the auto attendant script to answer when a call arrive to l320.3. Make sure the calling party hears a customized prompt when they call the auto attendant, which says: "Welcome to the CCIE auto attendant setup" after which the regular prompt should be played. You are not allowed to change the default welcome prompt or record something in addition to it.4. Configure ICD queue that will be triggered when dialing extension l330, HQ Phone l should be used as an agent phone for user 'phil' with password 'cisco'.Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 1945. Callers should hear music on hold while delayed in queue.6. Agent should be logging in by selecting the ICD service from their phone, without typing username and password.7. The agent should be ready once he selected the ready softkey and as long as he hasn't made himself not ready or logged out.Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 1957SPYXMSRW BeIore you start you will need to create a user in CallManager called 'crsadmin.l. Log in to the IPCC admin page using the default "Administrator": "ciscocisco" credentials.You should receive a message asking you to make sure you disable the CSA and any antivirus. Click "Ok" and the cluster setup screen will appear. Single node will be our option for the lab and you can now click "Setup".Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 196The next screen will prompt your for your "AXL" provider information. You should use the publisher with a predefined AXL user. The "Unity" user we defined earlier could be used or another user could be created and put in the AXL user group:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 197Select the license location and click "Next":Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 198You will receive the following screen which allows you to continue or to add more licenses, click "Next" with no file selected to continue:After selecting next your service will start to activate. This process could take l to 2 minutes and you should see the following screen when done:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 199We will need to input all the required information for the configuration that will be pushed to CallManager:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 200Once we have this complete and click "Next" will be asked to specify the following. You can then click "Next" as we have no requirements here:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 201We will then be asked to specify a language and then click "Next":Select the user that will have administrative rights, "crsadmin", as shown and then click "Finish":Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 202The following will be displayed, close the browser as instructed:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 203Open another browser to the CRS AppAdmin page {http://l0.l0.l0.24/appadmin| and login with the "crsadmin" user:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 204When you login you should be ready to configure and see the following screen:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 205We now need to add a CTI Call Control Group for our 5 ports we are asked to create:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 206Click the "Add a New Unified CM Telephony Call Control Group" link:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 207Fill in the required parameters:TIP: You will need to click the "Show More" button to see the whole page.Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 208We now need to check for the "Cisco Media Groups" to make sure they exist{default one is created during setup with all ports|:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 209We should now be able to see our CTI ports registered in CallManager:This should be sufficient for task number l.2. For this task to be achieved, you need to configure the auto attendant application as shown:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 210Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 211Click the "Add a New Application" link the following will appear. Click "Next" to accept the Cisco Script Application type:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 212Fill out the required information for the script and then click the "Add" button:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 213You will not be able to add a trigger by selecting the "Add new Trigger" link in the left hand pane:Click the "Next" button:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 214Fill out the required parameters and then click "Add":TIP: You will need to click the "Show More" button to see the whole page. Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 215You will now be able to see your trigger in the left hand pane:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 216Now we can verify the trigger {CTI Route Point| is registered in CallManager:You should now be able to place calls to the auto attendant at l320.Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 2173. This task requires you to record a prompt and upload it to the IPCC server. We can accomplish this a simple IPCC express script. We first need to open the script editor on the Contact Center server and login:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 218Next we can create a new script:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 219Choose a blank script:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 220Create the following script in order to record a prompt. The prompt will be save on the C: drive of the Contact Center server and will be name "Prompt.wav":Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 221Save the completed script to the "Script Repository":TIP: You should alway validate your script before use.Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 222Next we need to create another application for the prompt recording script{call it "Record"|:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 223Now add a trigger of "l3l9" for the application:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 224Once completed we should be able to see the following:We can validate by checking the CallManager CTI Route Point to make sure it is registered:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 225TIP: We should now be able to call "l3l9" and record a prompt. Test this by recording the prompt required in the task and looking on the C: drive of the Contact Center.Once we have recorded the prompt we can now add the prompt to the IPCC express prompt management system:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 226Click on the "default" prompt folder:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 227Click the "Upload New Prompts" line and then browse to the prompt file created in the previous step. Once you click upload the file will be uploaded and you will be asked if you would like to refresh, click "Yes":Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 228You will now see your prompt and can call it from your script:Now you will need to change the "aa.aef" script to play this prompt before the welcome prompt. For this open the CRS editor, select File and then Open, and then navigate to the following:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 229Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 230Select the "aa.aef" script for editing:Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 231We can now create a new variable called "NewPrompt". We will set this new variable to be type "Prompt" and then the value to the name of our prompt we created, "PPrompt.wav". We can then add a play prompt step in front of the welcome prompt to play our prompt: Chapter 11 CRS/IPCC Express ApplicationCCBOOTCAMP`s CCIE Voice Lab Technology Workbook 2009 232We can then save the modified script on the desktop of our Contact Center:TIP: Do not overwrite the default AA script as you can corrupt the script.Chapter