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Table of Contents

Preface

Purpose

This document describes how to utilize Supervisor Tools to manage routine contact center administrative tasks. Topics covered include how various configuration changes are done and how those are synced with Cisco Unified Contact Center Administration.

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Convention

Description

boldface font

Used to describe the menu items or field names

Italic Font

Used to describe important notes

Getting Started

Introduction

Supervisor Tools for Cisco Unified Contact Center Express offers a rich, drag & drop user interface for the non-technical supervisors to manage their daily operations. This includes making dynamic changes to the call routing scripts, managing teams, reskilling agents, managing CSQs, changing IVR announcements, managing holiday announcements, creating call switches, defining opening/closing hours of the business and managing VIP/malicious caller lists. Furthermore, privilege-based access caters the needs of multi-tenant, multi-department or multi-site contact centers.

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Info
titleNote
  • Integration with client’s Active Directory is not yet supported

  • The item names should not contain spaces and special characters. Also, a name can not have less than 3 characters. If, however, any such name exists on UCCX, that cannot be updated or removed from EF tool. Consider renaming it before having to update it.

Admin Access

Administrators can assign either system-defined roles to users OR create their own customized roles with predefined permissions to certain screens only. See User Management to learn more on how to create customized roles and the roles available by default in the system.

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Info
titleNote
  • Only supervisors synced from CCX can have certain teams/workspaces assigned to them and hence, access to their own workspace(s) only.

  • Local users who are assigned the Supervisor role are able to access all data in the EF tool regardless of a workspace. This is because since they are not actual supervisors of CCX and cannot have any workspaces assigned to them, they have access to all data.

  • A CCX supervisor without having any team or workspace (assigned to him) cannot log on to the EF tool. Administrators must assign some workspaces to CCX supervisors who are the real users of the EF tool.

Agent Access

Currently, contact center agents do not have access to Supervisor Tools and cannot log on to the tool with Finesse credentials.

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Fill in the form as per the table below and add the user.

Field

Description

Required

Active

Set the flag to ‘true’ to activate the user and ‘false’ to block its access. This is OFF by default.

Yes

Username

Define the username. Note that special characters and spaces are not allowed in a username. A username must consist of a minimum of 3 and a maximum of 30 characters. Also note that the username of a local user cannot be updated at the moment.

Yes

Password

Create a password for the user. Note that the password must consist of a minimum of 8 and a maximum of 30 characters. Click the preview icon to preview the typed-in password.

Also note that the password of a local user cannot be updated at the moment.

Yes

Full Name

Define the full name of the user here. The name of the user must consist of a minimum of 3 and a maximum of 100 characters.

Yes

Email

Define the email address of the user here. A valid email should be defined in the following format:

abc@xyz.com

No

Profile Picture

Upload a profile picture of the user. Picture format should be ‘.jpg’ or ‘.jpeg’ and the size of the file should not be more than 20MB.

No

Roles

Select role(s) from the Roles dropdown to be assigned to this user. This field is visible only once the user is added successfully with the above data.


Add New User screen

Once the user is added, the admin can start adding roles to the user profile.

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Fill in the form as per the table below and add the role.

Field

Description

Required

Name

Name given to this role. Note that special characters and spaces are not allowed in the name of the role. Also, a role name must consist of a minimum of 3 and a maximum of 30 characters.

Yes

Description

An optional description of the role having a maximum of 150 characters.

No

Permissions

Permissions to be added in the role. These are the system-default permissions. Select only the relevant permissions to be assigned to a customized role. This field is visible only once the role has been created successfully.

No

Users

Add users to this role to whom this role has to be assigned. This field is visible only once the role has been created successfully.

The role assignment to the user can also be done alternatively from the User assignment page. See Assign Permissions To a User

No


Once the role is created, some permissions can be assigned to it.

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Info
titleNote
  • Only the admins have access to Users page.

  • If the name of a user is updated from CUCM, it takes a few mins to reflect the changes in UCCX and so in Supervisor Tools.

  • We do not recmond that a user’s id is changed from CUCM. It causes issues in Supervisor Tools.

  • If a user logs in then by default, he has read permission on all the lists

  • If Supervisor logs in and he has no workspace assigned to him, he will not be able to log on to the tool


Team Administration

The module allows supervisors to manage their own workspaces independent of other teams. This allows management of agents, queues and optionally also scripts and applications. Let’s go through each one by one.

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Groups & Skills definition screen

Field

Description

Required

Group

In the GROUPS tab, click the Add Group button and give a group name. Note that the name should not contain spaces within it. The name must comprise of more than 2 characters and should be unique.

Yes

Skill

In the SKILLS tab, click the Add Skill button and give a skill name. Note that the name should not contain spaces within it. The name just has a length of more than 2 characters and should be unique.

Yes


Info
titleNote

Groups and skills added in UCCX are automatically synced and available on the EF Supervisor Tools.

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Field Name

Description

Required

Name

Name of the workspace.

Yes

Primary Supervisor

Choose a primary supervisor who is supposed to manage the UCCX team.

Yes

Secondary Supervisor

Optionally, choose a secondary supervisor for this workspace.

No

Agents

Optionally, choose agents for this workspace.

No

CSQs

Choose CSQs for this workspace.

No

Applications

Choose UCCX applications for this workspace. If no applications are provided, the supervisors of the workspace will not be able to see any applications.

No

Directory Numbers

Choose service DN’s (Dialed Numbers) to be available for this workspace. With this, the supervisor(s) of the workspace will only be able to see selected DN’s while creating an easy announcement. If no DN’s are linked with this workspace, the supervisors of the workspace will not see any DN while creating an easy announcement.

No

Prompts Folder

Define a folder name for the workspace. If specified, supervisors will only have access to prompts uploaded in the specified folder. If left blank, supervisors will have access to all existing UCCX prompts.

No

Scripts Folder

Define a scripts folder name for this workspace. If specified, supervisors will only have access to scripts uploaded in the specified folder. If left blank, supervisors will have access to all existing UCCX scripts.

No


Info
titleNote
  • Only administrators can create new workspaces and have access to Workspaces list.

  • Secondary Supervisors can also manage the assigned workspaces.

  • If an agent/supervisor id is changed from CUCM, the agent will automatically be removed from the workspace it was a part of.

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To see the detail of an agent profile, click on the name of the agent from the list.

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Agent List

The agent list shows the full name of the agent, agent id and agent extension.

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Info
titleNote
  • The newly updated agent by default goes to the bottom of the list.

  • Agent ‘alias’ field is currently not available in Supervisor Tools.

  • Only JPEG images are supported for agent profile pictures.

  • It takes a few mins to reflect new agents added on UCCX/CUCM to be shown on the EF tool.  

  • If you cannot see any changes, try refreshing the list by navigating to some other page and getting back to the desired page.

Managing Queues

Navigate to Queues from the left sidebar to see a list of existing Contact Service Queues (CSQs). Supervisors can see CSQs assigned to their workspaces (based on the workspace selection).

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Info
titleNote
  • Changes to the order of agents within a CSQ reflect neither in UCCX nor in Supervisor Tools.

  • If an agent/supervisor id is changed from CUCM, the agent will automatically be removed from the team it was a part of.

  • You cannot edit the skill level of a skill once added to the queue.

Managing Applications

Set up new CCX applications by navigating to Applications link from the left sidebar. As a supervisor, you can see all the applications that are assigned to your workspace by the administrator. Any applications that you create are automatically assigned to the workspace in which you are logged in.

Add necessary details to create a UCCX application in Supervisor Tools. Fill the details using the following table:

Field Name

Description

Application Name

Enter the name of the application. Note that the name must consist of at least 3 and should not exceed more than 30 characters. Spaces and special characters are not allowed in the name of the application.

Sessions

Enter the number of sessions.  

Id

Enter the id of the application. Note that the id must be unique across all applications.

Enable App

Choose to enable or disable the application. If the application is not enabled, the expected functionality would not work.

Script

Choose a UCCX script. If you are logged on as a supervisor, you’d only be able to see scripts uploaded in your workspace.


Creating a new application

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The script variables are script parameters and are only shown if these are defined in the Scripts list. See Managing Scripts section to see how to define script parameters of a script.

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Info
titleNote
  • As a supervisor, new applications are created within your own workspace.

  • Spaces in the name of an application are not allowed.

  • Once a script is attached with an application, it cannot be changed afterwards

  • While selecting a script, make sure that the script does not contain any errors.

  • To change script variables attached to an application, the variables must first be defined within Supervisor Tools Scripts list.

Managing Scripts

Upload new UCCX scripts from Supervisor Tools and link them to UCCX applications. Navigate to Scripts link from the left sidebar.

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It shows the following details of a script:

Field Name

Description

Script name

Name of the script

Last modified date/time

The date when the script was last updated such as script name or parameters.

Size of the script

The overall size of the script

Location / folder name

The name of the folder in which the script exists

Added variables

The list of variables added in the script from the EF tool


Using the same interface, UCCX script variables can be defined in order to set their values from UCCX applications. Script variables in Supervisor Tools should be defined with the same name and type as they are defined within the UCCX script. Also, the script variables have to be the script parameters in UCCX (exposed to be updated outside of the script).

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Click on each of the objects listed on the left to add a new instance of it. For instance, click Agencies and the + icon to add a new agency. Similarly, click Regions to add a new region and so on.

Field

Description

Required

Agency Name

Agency is used while creating  a Business Calendar. This can be any physical or virtual entity against which calendars need to be created such as a physical location or site.

Yes

Service Name

Service is used while creating a business calendar

No

Shift Schedule Name

Shift Schedules are used while creating business calendars

Yes

Region

A region has a certain name and a prefix such as New York with the prefix 518.  In the REGIONS tab, click the Add Region button to add a new region. While adding a region, the Name and a Prefix to the region must be provided.

Yes

Directory Numbers

A DN in Supervisor Tools is just like a trigger which when associated with an easy announcement, allows UCCX script to trigger the easy announcement defined in Supervisor Tools. This means that the announcement should be played only when the predefined number hits the UCCX script on the inbound call.

Click the Add Directory Number button and provide the Name and DN to the service. Note that the name must not contain spaces, should be unique and should have a minimum length of 3 characters. Both the Name and Dial Number fields are mandatory.

Yes. This is a prerequisite for creating an easy announcement. See Managing Easy Announcements for more.

Managing Prompts

To upload CCX prompts, select Prompts page from the left sidebar.

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Prompts List Interface

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On the right-hand side of the Prompt list, the following information is shown for a selected folder or prompt.

Field Name

Description

Type

The type of the item being selected; i.e. either File or Folder.

Size

The total size of the folder or file.

Location

This shows the location of the selected item. For instance, the location of a file “xyz.wav” in “en_US” folder will be shown as “/en_US/”

Owner

The name of the user who uploaded a file. Currently, for each prompt which is uploaded, the owner name remains the “Administrator”.

Last Modified

The date or time when the item was recently got updated.

To create a new folder or Upload a prompt file, hover your mouse on the ‘+’ icon on the top of the screen. Click the folder icon to upload a new folder and/or prompt icon to upload a new audio file.

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Info
titleNote
  • You cannot upload prompts on the root folder.

  • To upload prompts in bulk, press and hold the CTRL key and select the prompts to be uploaded.

  • An existing prompt cannot be overwritten. If you try to do so, the application shows an error.

Managing Easy Announcements

An easy announcement is one or more prompts to be played in IVR. The interface allows managers to create new or change an existing announcement on the fly, e.g they can create an announcement for an unplanned outage. By adding calendar time/date, managers can insert scheduled announcements within a call script.

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Fill the form Add Easy Announcement using the following table:

Field Name

Description

Name

Name of the easy announcement. This is mandatory.

Calendar color

Choose a color to represent the announcement on the calendar. The default color is blue.

Directory Number

Choose a service Dialed Number (DN) on which the announcement should be played. So whenever the caller dials this number, he hears the announcement on the IVR as per the IVR specifications. If logged in as a supervisor, you can only view the list of DN’s which were assigned to your workspace by the administrator. See Managing Workspace/Teams for more details.

Add Announcement

Choose prompt(s) to be played as part of the easy announcement. See Manage Prompts  to learn how to upload prompts in the system. If logged in as a supervisor, you can either view the list of prompts which were uploaded within Prompts folder of your workspace OR if no Prompts folder is specified in the supervisor workspace, all prompts are accessible to the supervisor.  See Managing Workspace/Teams for more details.

Region

Choose a region to specify a region-based announcement, i.e. for callers calling from a particular region.

Workspace

Choose the workspace in which this easy announcement is to be created. This is optional and only shown if logged on as an administrator.

Start/End date

Choose the start and end date to add scheduled announcements.

Start/End time

Choose the start and end time.Enabled only if the All Day flag is turned off.

All Day

Select this option to play the announcement throughout the day.

Order

Set the order of playback. The default value is 1. This is generally useful when there are multiple announcements defined for the same DN and have overlapping schedules. You should specify an order on a range from 1-20 with 1 being highest and 20 being the lowest.

Playback Sequence

If there are multiple overlapped announcements within the specified schedule, choose how the newly created announcement should be played. Based on the order set above, the next announcement in the list will be played after this new announcement if Play Next option is selected. If the sequence suggests to Stop, it will stop playing the other announcements coming next in the list after playing this announcement.

Repeat

Choose to repeat the announcement daily, on particular days of the week or on special days) of the month. Possible options are:

  • Daily

  • Weekly

  • Monthly


Once the announcement is created, it will appear on the calendar. Multiple instances of an announcement will appear based on the recurrence/repeat settings specified above.

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Fill in the above form using the following table:

Field Name

Description

Agency

Shows a list of agencies added in Calendar Settings. This can be any physical or virtual entity against which calendars need to be created such as a physical location or site.

Service

Shows a list of all services added in  Calendar Settings.

Holiday_profile

Shows a list of all holiday profiles created in the system. See Creating a Holiday Profile for more details.  


Once the Business calendar is created, add the working shift schedule in the calendar. Multiple shift schedules can be added in a calendar.

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