Getting Started

This page puts the configuration steps in order, from a new installation to the first flagged call. Each step links to the page that describes it in detail.

Before you start

On the contact center:

  • UCCX: the values to be flagged must be set on the call. In a UCCX script, the Set Enterprise Call Info step sets call variables (for example Call.PeripheralVariable1) and ECC variables (for example user.CustomerAccountReference01) before the call is delivered to an agent.

  • UCCE: if the CTI Server authenticates its clients, obtain the client ID and password it expects (see CTI Session Settings).

  • Note the IP address or host name of each CTI server, and its port if it is not the product’s default.

In QMS:

  • Each agent phone must belong to a QMS user whose extension matches the phone’s extension (directory number), since the Connector finds the user for a call by extension (see Mapping Events to Users).

  • For agent state synchronization, each agent needs a QMS agent user whose agent ID matches the agent’s contact center login ID, Enable Hot-Desking Support must be selected under Contact Center Integration, and CiscoUCCEConnectorService.ConnectorMode must be Normal (the installed value, TagRecordings, does not include agent state; see Agent State Synchronization).

Steps

  1. Install the Connector, entering the CTI server address or addresses (see Installation).

  2. Run the Configuration Tool as an administrator: choose the Product, check the CTI server addresses and ports, enter the QMS servers running a Call Recording Service, and save (see Configuration Tool).

  3. Choose the product in QMS: in General Settings, under Contact Center Integration, select Enable Contact Center Integration, then Cisco Unified Contact Center Express or Cisco Unified Contact Center Enterprise, and save (see Contact Center Integration).

  4. Restart the QMS Cisco UCCE Connector Service, and check its log (see Checking the Connector). Once its CTI session has opened, the Connector reports the events and parameters it can offer, and the Connector Trigger Rules section in General Settings lists them.

  5. Add trigger rules: for each value to be flagged, add a rule naming the event and the parameter that carries it (see Trigger Rules Configured in QMS). The rules reach the Connector within one configuration poll; no restart is needed.

  6. Place a test call to an agent, and check that the recording has the flags.

Checking the Connector

The log is the newest CiscoUCCEConnectorService - yyyy-MM-dd HH.mm.ss.txt in C:\ProgramData\CallRex\Logs; each start begins a new one. After a start, look for:

Log line Meaning

Successfully connected to Cisco CTIServer @ <address>

The TCP connection to the CTI server is made.

CTI server granted every requested service

The CTI session is open.

Flag connector product in QMS is UCCX, which agrees with the appSettings ConnectorKind

The product chosen in QMS matches the Connector’s configuration.

Applying n rule(s) from the database

The trigger rules configured in QMS have reached the Connector.

A warning between these lines usually names the problem and its remedy; see Troubleshooting.