UCCX And CUCM Integration: A Step-by-Step Guide

Integrating Cisco Unified Contact Center Express (UCCX) with Cisco Unified Communications Manager (CUCM) is crucial for organizations aiming to streamline their communication infrastructure and enhance customer service. This integration allows for a unified system where call handling, routing, and reporting are seamlessly managed between the IP telephony system (CUCM) and the contact center application (UCCX). Let’s dive into a detailed, step-by-step guide to help you successfully integrate these two powerful platforms.

Prerequisites

Before you begin the integration process, ensure you have the following prerequisites in place:

CUCM and UCCX Versions Compatibility: Verify that your versions of CUCM and UCCX are compatible. Refer to the Cisco Compatibility Matrix to confirm supported versions. Incompatible versions can lead to integration issues and system instability.
Licensing: Ensure you have the necessary licenses for both CUCM and UCCX to support the integration. This includes device licenses (DLU) on CUCM for UCCX agents and any required UCCX licenses for the features you plan to use. Licensing is often overlooked, but it's a critical aspect of ensuring compliance and proper functionality.
Network Connectivity: Confirm that CUCM and UCCX servers can communicate with each other over the network. This involves checking firewall rules, routing configurations, and ensuring there are no network restrictions that might block communication between the servers. Use tools like ping and traceroute to verify connectivity.
Administrative Access: You need administrative access to both CUCM and UCCX systems. This includes having the necessary usernames and passwords to make configuration changes. Ensure you have the appropriate level of access to avoid permissions-related issues during the integration process.
DNS Configuration: Proper DNS resolution is essential. Both CUCM and UCCX servers should be able to resolve each other's hostnames. Verify that your DNS server is correctly configured with the necessary A records and PTR records for both systems. This ensures that communication between the servers is reliable and efficient.

Having these prerequisites in place will save you a lot of headache and ensure a smoother integration process.

Step 1: Configure CUCM for UCCX Integration

First, we need to prepare CUCM to work seamlessly with UCCX. This involves setting up application users, route points, and other necessary configurations within CUCM. Guys, this is where the magic starts!

Create an Application User

An application user is required for UCCX to authenticate and communicate with CUCM. Follow these steps to create one:

Log in to the CUCM Administration interface.
Navigate to User Management > Application User and click Add New.
Enter a User ID and Password for the application user. Make sure to choose a strong password and store it securely.
In the Available Devices section, click Add DN. Select the directory numbers (DNs) that UCCX will control. These are typically the pilot numbers for your contact center. Adding the correct DNs here is crucial for call routing and control.
In the Permissions Information section, add the following roles:
- Standard CTI Allow Control of All Devices: This permission allows UCCX to control all devices in CUCM. Be cautious when granting this permission, as it provides extensive control.
- Standard CTI Allow Calling Number Modification: Allows UCCX to modify the calling number, which is useful for features like call masking.
- Standard CTI Allow Control of Phones supporting Connected Xfer and conf: Enables UCCX to perform connected transfers and conferences.
- Standard CTI Enabled: This is a basic permission that enables CTI functionality for the user.
Click Save to create the application user.

Create Route Points

Route points are virtual destinations in CUCM that forward calls to UCCX. Here’s how to create them:

Go to Call Routing > Route Point and click Add New.
Enter a Directory Number for the route point. This is the number that customers will dial to reach your contact center.
Provide a description for the route point.
Set the Calling Search Space to one that allows access to the required partitions.
Check the Forward Calls check box and set the destination to your UCCX server. This ensures that calls arriving at the route point are forwarded to UCCX for handling.
Click Save to create the route point.

Configure SIP Trunk (If Necessary)

If CUCM and UCCX are on different networks or require SIP trunking for communication, configure a SIP trunk between them:

Navigate to Device > Trunk and click Add New.
Select SIP Trunk as the trunk type.
Enter a Device Name and Description.
Set the Device Pool and Calling Search Space appropriately.
In the Destination Address section, add the IP address or hostname of your UCCX server.
Configure the SIP trunk settings as needed for your environment, such as the port number and transport protocol.
Click Save to create the SIP trunk.

Step 2: Configure UCCX for CUCM Integration

Now that CUCM is set up, let’s configure UCCX to integrate with CUCM. This involves configuring the telephony subsystem and importing the CUCM application user.

Configure the Telephony Subsystem

The telephony subsystem in UCCX is where you define the connection to CUCM. Here’s how to configure it:

Log in to the UCCX Administration interface.
Navigate to System > System Parameters > Cisco Unified CM Telephony Subsystem.
Enter the CUCM Primary and Secondary server IP addresses or hostnames.
Enter the Application User ID and Password that you created in CUCM.
Configure the other settings as needed, such as the CTI Provider and JTAPI Provider settings.
Click Update to save the changes.

Import CUCM Application User

Importing the CUCM application user into UCCX allows UCCX to authenticate and communicate with CUCM.

Go to System > Users > Application Users.
Click Add New.
Enter the User ID of the application user you created in CUCM.
Enter a Description for the user.
Assign the appropriate roles and permissions to the user.
Click Save to create the application user in UCCX.

Configure CTI Route Points in UCCX

CTI Route Points in UCCX define how incoming calls are handled. Configure them to match the route points you created in CUCM.

Navigate to CCX Administration > Applications > Route Points.
Click Add New.
Enter the Directory Number of the route point from CUCM.
Provide a name and description for the route point.
Configure the other settings as needed, such as the script to run when a call arrives at the route point.
Click Save to create the CTI Route Point.

Step 3: Testing the Integration

After configuring both CUCM and UCCX, it’s crucial to test the integration to ensure everything is working as expected. This involves making test calls, verifying call routing, and checking agent functionality.

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Make Test Calls

Make test calls to the route points you configured in CUCM to verify that calls are being routed to UCCX correctly. Monitor the call flow to ensure that calls are being handled as expected.

Verify Call Routing

Use UCCX reporting tools to verify that calls are being routed to the correct agents and that call data is being captured accurately. Check the real-time reports and historical reports to ensure that all data is being recorded correctly.

Check Agent Functionality

Have agents log in to UCCX and make and receive calls to verify that agent functionality is working as expected. Check that agents can change their state, handle calls, and use all the features of the UCCX agent desktop.

Troubleshoot Issues

If you encounter any issues during testing, use the troubleshooting tools in CUCM and UCCX to identify and resolve the problems. Check the logs for any error messages and use the real-time monitoring tools to track call flow and agent activity.

Step 4: Advanced Configuration (Optional)

Once the basic integration is working, you can configure advanced features to further enhance your contact center capabilities. This includes setting up IVR scripts, configuring reporting, and integrating with other systems.

Configure IVR Scripts

Interactive Voice Response (IVR) scripts can be used to automate call handling and provide self-service options to callers. Use the UCCX scripting tool to create IVR scripts that guide callers through a series of prompts and options.

Configure Reporting

UCCX offers a wide range of reporting options that can be used to track contact center performance. Configure the reporting tools to generate reports on call volume, agent activity, and other key metrics. Analyzing these reports can provide valuable insights into your contact center operations.

Integrate with Other Systems

UCCX can be integrated with other systems, such as CRM and database systems, to provide a more complete view of customer interactions. Use the UCCX APIs to integrate with these systems and share data between them.

Best Practices for UCCX and CUCM Integration

To ensure a successful and stable integration, follow these best practices:

Plan Your Integration: Before you start the integration process, plan your integration carefully. Define your goals, identify the required resources, and create a detailed plan.
Use Compatible Versions: Always use compatible versions of CUCM and UCCX. Refer to the Cisco Compatibility Matrix to ensure that your versions are supported.
Secure Your Systems: Secure your CUCM and UCCX systems by using strong passwords, configuring firewall rules, and implementing other security measures. This is crucial to protect your systems from unauthorized access and cyber threats.
Monitor Your Systems: Monitor your CUCM and UCCX systems regularly to identify and resolve any issues. Use the monitoring tools to track system performance and identify potential problems.
Document Your Configuration: Document your CUCM and UCCX configuration so that you can easily troubleshoot issues and make changes in the future. Keep your documentation up to date and store it in a secure location.

Troubleshooting Common Issues

Even with careful planning, you may encounter issues during the integration process. Here are some common problems and how to troubleshoot them:

Connectivity Issues: If CUCM and UCCX cannot communicate with each other, check the network connectivity between the servers. Verify that firewall rules are configured correctly and that there are no routing issues.
Authentication Issues: If UCCX cannot authenticate with CUCM, verify that the application user ID and password are correct. Also, check that the application user has the necessary permissions in CUCM.
Call Routing Issues: If calls are not being routed correctly, check the route point configuration in CUCM and the CTI Route Point configuration in UCCX. Verify that the directory numbers are configured correctly and that the call routing rules are set up properly.
Licensing Issues: If you encounter licensing issues, verify that you have the necessary licenses for both CUCM and UCCX. Check the license usage reports to ensure that you are not exceeding your license limits.

Conclusion

Integrating UCCX with CUCM is a complex but rewarding process that can greatly enhance your communication infrastructure. By following this step-by-step guide and adhering to best practices, you can successfully integrate these two powerful platforms and create a unified communication system that meets the needs of your organization. Remember, guys, always plan ahead, test thoroughly, and stay secure!