CHAPTER
4-1
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
4
Provisioning Cisco Unified CCX
To provision the Cisco Unified Contact Center Express (Unified CCX) subsystem,
you must provision your telephony and media resources (see the “About CRS
Telephony and Media” section on page 3-2).
The following topics introduce the Unified CCX subsystem and explain how to
provision it in the Cisco CRS system.
• About Unified CCX, page 4-2
• Unified CCX Subsystem Provisioning Checklist, page 4-4
• Configuring the RM JTAPI Provider, page 4-5
• Configuring Unified CM for Unified CCX, page 4-7
• Creating, Modifying, and Deleting Resource Groups, page 4-12
• Creating, Modifying, and Deleting Skills, page 4-15
• Configuring Agents, page 4-17
• Creating, Modifying, and Deleting CSQs, page 4-24
• Configuring and Using Remote Monitoring, page 4-35
• Configuring Agent-Based Routing, page 4-38
• Creating, Modifying, and Deleting Teams, page 4-39
• Unified Gateway Auto-Configuration Details, page 4-43
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