WEBVTT 00:00:00.000 --> 00:00:02.970 align:middle line:90% 00:00:02.970 --> 00:00:06.435 align:middle line:90% [AUDIO LOGO] 00:00:06.435 --> 00:00:09.900 align:middle line:90% 00:00:09.900 --> 00:00:12.180 align:middle line:90% Hello, and welcome to INE. 00:00:12.180 --> 00:00:14.520 align:middle line:84% Today in this video, we would look at section 4-- 00:00:14.520 --> 00:00:17.730 align:middle line:90% UCCX, basically Task 4.2. 00:00:17.730 --> 00:00:19.500 align:middle line:84% Now you understand it says that we 00:00:19.500 --> 00:00:23.580 align:middle line:84% need to ensure that you're able to dial UCCX CTI Route 00:00:23.580 --> 00:00:27.390 align:middle line:84% point from HQ Phones and PSTN Line 1. 00:00:27.390 --> 00:00:30.990 align:middle line:84% Ensure the agent becomes ready for the next call 00:00:30.990 --> 00:00:34.200 align:middle line:84% immediately after existing call is disconnected. 00:00:34.200 --> 00:00:37.470 align:middle line:84% Use the ICD script, and log into Finesse 00:00:37.470 --> 00:00:40.740 align:middle line:84% and verify you're able to see the calls in queue. 00:00:40.740 --> 00:00:42.370 align:middle line:90% Use the following information. 00:00:42.370 --> 00:00:45.900 align:middle line:84% The CTI Route point information given to us is 2300, 00:00:45.900 --> 00:00:48.810 align:middle line:84% and the CTI ports to be used is going 00:00:48.810 --> 00:00:53.190 align:middle line:90% to be 2301, all the way to 2303. 00:00:53.190 --> 00:00:54.750 align:middle line:90% So let's quickly go into this. 00:00:54.750 --> 00:00:56.680 align:middle line:84% Now if you remember in the earlier video, 00:00:56.680 --> 00:01:01.410 align:middle line:84% we had configured the HQ users with basically 00:01:01.410 --> 00:01:03.940 align:middle line:90% your IPCC extension. 00:01:03.940 --> 00:01:06.060 align:middle line:84% I believe we did that for Tony Stark. 00:01:06.060 --> 00:01:10.890 align:middle line:90% And his IPCC extension was 2203. 00:01:10.890 --> 00:01:14.220 align:middle line:84% Now what we're going to do is first, 00:01:14.220 --> 00:01:21.810 align:middle line:84% what we will do is go to the UCCX and create the FIPPA URL. 00:01:21.810 --> 00:01:25.350 align:middle line:84% Basically, we would go to CallManager. 00:01:25.350 --> 00:01:28.560 align:middle line:84% And we would define some phone services 00:01:28.560 --> 00:01:30.540 align:middle line:90% for the user to subscribe. 00:01:30.540 --> 00:01:32.130 align:middle line:90% That's the first thing we need. 00:01:32.130 --> 00:01:34.350 align:middle line:84% See, the thing is that with Finesse, the users, 00:01:34.350 --> 00:01:36.480 align:middle line:84% the agents are able to log in even if they 00:01:36.480 --> 00:01:37.680 align:middle line:90% don't have a physical phone. 00:01:37.680 --> 00:01:40.530 align:middle line:84% For example, Tony Stark does not really have a physical phone. 00:01:40.530 --> 00:01:41.850 align:middle line:90% He's logging into Jabber. 00:01:41.850 --> 00:01:43.500 align:middle line:84% So if he wants to be an agent, he 00:01:43.500 --> 00:01:47.950 align:middle line:84% needs to log into Finesse, which will give him access to that. 00:01:47.950 --> 00:01:49.470 align:middle line:90% So let's quickly go and do that. 00:01:49.470 --> 00:01:53.430 align:middle line:84% The first thing that I would do is go to my CallManager, 00:01:53.430 --> 00:01:57.040 align:middle line:90% let's log in. 00:01:57.040 --> 00:02:02.460 align:middle line:84% So let's go and create that phone service for the users 00:02:02.460 --> 00:02:04.080 align:middle line:90% to subscribe to. 00:02:04.080 --> 00:02:08.820 align:middle line:84% So what I'm going to do is go to Device, 00:02:08.820 --> 00:02:15.620 align:middle line:84% and then go to Device Settings, go to Phone Services. 00:02:15.620 --> 00:02:18.320 align:middle line:84% Now under phone services, I would 00:02:18.320 --> 00:02:20.990 align:middle line:84% create a new phone service, which the users are 00:02:20.990 --> 00:02:22.550 align:middle line:90% going to subscribe to. 00:02:22.550 --> 00:02:29.120 align:middle line:84% So for that, I need to know the URL, basically the service URL, 00:02:29.120 --> 00:02:32.600 align:middle line:84% and that is something that you can go to Cisco's website 00:02:32.600 --> 00:02:34.430 align:middle line:90% to actually get the URL. 00:02:34.430 --> 00:02:36.300 align:middle line:84% You don't really need to memorize this. 00:02:36.300 --> 00:02:40.460 align:middle line:84% So for example, for you to find the service URL for Finesse, 00:02:40.460 --> 00:02:45.110 align:middle line:84% you can go to cisco.com, and go to Products and Services, 00:02:45.110 --> 00:02:48.740 align:middle line:84% go to Collaboration, go to Contact Center. 00:02:48.740 --> 00:02:54.920 align:middle line:84% And under Contact Center, scroll down, you would see-- 00:02:54.920 --> 00:02:57.560 align:middle line:84% you would see Contact Center Express. 00:02:57.560 --> 00:03:00.880 align:middle line:84% So click on Contact Center Express. 00:03:00.880 --> 00:03:07.690 align:middle line:84% And then here you can scroll down to Cisco Unified Contact 00:03:07.690 --> 00:03:11.050 align:middle line:84% Center Express again, under Supports and Downloads, 00:03:11.050 --> 00:03:16.960 align:middle line:84% go to Documentation, scroll down to Troubleshooting. 00:03:16.960 --> 00:03:19.300 align:middle line:84% And under Troubleshooting-- under Troubleshooting 00:03:19.300 --> 00:03:24.160 align:middle line:84% TechNotes, you can go to View all Documentation of this type. 00:03:24.160 --> 00:03:29.050 align:middle line:84% And here you can search for Finesse 00:03:29.050 --> 00:03:30.670 align:middle line:90% or you can search for FIPPA. 00:03:30.670 --> 00:03:36.040 align:middle line:84% I believe it should be somewhere here, Configuration 00:03:36.040 --> 00:03:40.300 align:middle line:84% and Troubleshooting Finesse IP Phone Agent, FIPPA in UCCX. 00:03:40.300 --> 00:03:43.990 align:middle line:84% So from here, you should be able to get the URL, 00:03:43.990 --> 00:03:48.700 align:middle line:84% the service URL that you need for your phone service. 00:03:48.700 --> 00:03:52.120 align:middle line:90% So let's quickly go and do that. 00:03:52.120 --> 00:03:56.290 align:middle line:84% The service name could be anything let's say Cisco FIPPA. 00:03:56.290 --> 00:04:05.680 align:middle line:84% And the service URL would be http:// UCCX's IP address, 00:04:05.680 --> 00:04:08.170 align:middle line:84% or you could give the FQDN if you have DNS. 00:04:08.170 --> 00:04:10.390 align:middle line:84% So that's going to be hq-uccx.ine.com: 00:04:10.390 --> 00:04:26.950 align:middle line:90% 8082/fippa/#DEVICENAME#. 00:04:26.950 --> 00:04:29.380 align:middle line:84% The same thing, you would give here 00:04:29.380 --> 00:04:35.315 align:middle line:84% at the bottom, which is your service URL or secure service 00:04:35.315 --> 00:04:35.815 align:middle line:90% URL. 00:04:35.815 --> 00:04:42.390 align:middle line:90% 00:04:42.390 --> 00:04:47.710 align:middle line:90% Let's copy this and paste. 00:04:47.710 --> 00:04:48.600 align:middle line:90% Let's enable this. 00:04:48.600 --> 00:04:52.590 align:middle line:84% Now you could do an enterprise wide subscription. 00:04:52.590 --> 00:04:55.710 align:middle line:84% So all your users would get automatically assigned 00:04:55.710 --> 00:04:56.700 align:middle line:90% this phone service. 00:04:56.700 --> 00:04:58.500 align:middle line:84% But again I don't really like to do that. 00:04:58.500 --> 00:05:03.450 align:middle line:84% I would want to go manually and subscribe to the service. 00:05:03.450 --> 00:05:04.950 align:middle line:84% So I'm going to enable this service. 00:05:04.950 --> 00:05:06.820 align:middle line:90% Let's save this. 00:05:06.820 --> 00:05:10.210 align:middle line:84% So this URL basically came from that side, which you see here. 00:05:10.210 --> 00:05:16.080 align:middle line:84% Let me in fact expand this a bit. 00:05:16.080 --> 00:05:22.210 align:middle line:84% If you see here, you would see the URL here. 00:05:22.210 --> 00:05:26.730 align:middle line:84% So take that URL, copy that, and create your phone service. 00:05:26.730 --> 00:05:28.230 align:middle line:84% Now once you create a phone service, 00:05:28.230 --> 00:05:30.220 align:middle line:84% we need to specify the parameters. 00:05:30.220 --> 00:05:31.980 align:middle line:84% So there are three parameters we need. 00:05:31.980 --> 00:05:35.860 align:middle line:84% We need extension, we need his ID, and we need his password. 00:05:35.860 --> 00:05:37.680 align:middle line:84% These are the three parameters that we 00:05:37.680 --> 00:05:41.460 align:middle line:84% need to specify for the user to subscribe to this phone service 00:05:41.460 --> 00:05:44.080 align:middle line:90% and specify the parameters. 00:05:44.080 --> 00:05:46.600 align:middle line:90% So let's go and do that. 00:05:46.600 --> 00:05:48.150 align:middle line:90% So click on new parameter. 00:05:48.150 --> 00:05:50.960 align:middle line:90% 00:05:50.960 --> 00:05:54.920 align:middle line:84% The first one would be, let's say extension. 00:05:54.920 --> 00:06:01.070 align:middle line:84% And parameter display name would also be extension. 00:06:01.070 --> 00:06:03.380 align:middle line:84% And default value, we don't really 00:06:03.380 --> 00:06:04.580 align:middle line:90% need to specify the user. 00:06:04.580 --> 00:06:06.230 align:middle line:84% When he subscribes, he can specify 00:06:06.230 --> 00:06:09.425 align:middle line:84% the default value or the value for this extension. 00:06:09.425 --> 00:06:10.550 align:middle line:90% Let's give the description. 00:06:10.550 --> 00:06:13.190 align:middle line:84% Description would be, let's, say extension. 00:06:13.190 --> 00:06:15.150 align:middle line:90% And parameter is required. 00:06:15.150 --> 00:06:16.110 align:middle line:90% It's not a password. 00:06:16.110 --> 00:06:17.600 align:middle line:90% So we do not select this. 00:06:17.600 --> 00:06:20.300 align:middle line:90% Let's save. 00:06:20.300 --> 00:06:26.840 align:middle line:84% Let's add a new parameter, which is going to be your ID. 00:06:26.840 --> 00:06:32.540 align:middle line:84% So ID is going to be like your HQ Phone 1 or Tony Stark ID. 00:06:32.540 --> 00:06:35.150 align:middle line:84% And description is going to be ID. 00:06:35.150 --> 00:06:38.060 align:middle line:84% Again, this parameter is required. 00:06:38.060 --> 00:06:41.310 align:middle line:84% And last one is going to be password. 00:06:41.310 --> 00:06:46.310 align:middle line:84% So for password, we need to ensure that we select 00:06:46.310 --> 00:06:47.780 align:middle line:90% the password is required. 00:06:47.780 --> 00:06:51.212 align:middle line:90% 00:06:51.212 --> 00:06:52.420 align:middle line:90% So make sure you select this. 00:06:52.420 --> 00:06:53.970 align:middle line:90% And let's do Save and Close. 00:06:53.970 --> 00:06:58.890 align:middle line:84% So three parameters is what we've defined inside-- 00:06:58.890 --> 00:07:02.370 align:middle line:84% so three variables we've created inside our phone service. 00:07:02.370 --> 00:07:03.315 align:middle line:90% Let's save this. 00:07:03.315 --> 00:07:10.860 align:middle line:90% 00:07:10.860 --> 00:07:12.800 align:middle line:84% So once we have saved this, we can now 00:07:12.800 --> 00:07:19.250 align:middle line:84% go to our phone, device phones, let's do find. 00:07:19.250 --> 00:07:22.790 align:middle line:90% We have CSF one or CSFSTARK. 00:07:22.790 --> 00:07:26.112 align:middle line:84% And we would go under that, go to-- 00:07:26.112 --> 00:07:30.800 align:middle line:90% 00:07:30.800 --> 00:07:31.470 align:middle line:90% let's go-- 00:07:31.470 --> 00:07:36.370 align:middle line:90% 00:07:36.370 --> 00:07:39.240 align:middle line:84% Now again, this is not a physical phone. 00:07:39.240 --> 00:07:41.670 align:middle line:84% Since it is not a physical phone, 00:07:41.670 --> 00:07:46.000 align:middle line:84% we really cannot subscribe to that. 00:07:46.000 --> 00:07:48.250 align:middle line:84% So we need to subscribe to this through Finesse. 00:07:48.250 --> 00:07:50.790 align:middle line:84% He needs to log in through Finesse. 00:07:50.790 --> 00:07:53.092 align:middle line:84% So as long as he has the IPCC extension, 00:07:53.092 --> 00:07:54.300 align:middle line:90% we should not have a problem. 00:07:54.300 --> 00:07:57.020 align:middle line:90% 00:07:57.020 --> 00:07:58.230 align:middle line:90% Let's go back to-- 00:07:58.230 --> 00:08:02.680 align:middle line:90% 00:08:02.680 --> 00:08:04.870 align:middle line:84% let's go back to a device phones. 00:08:04.870 --> 00:08:09.440 align:middle line:90% 00:08:09.440 --> 00:08:10.660 align:middle line:90% Go back inside CSF. 00:08:10.660 --> 00:08:14.030 align:middle line:84% Now if this was a physical phone, under related links, 00:08:14.030 --> 00:08:18.290 align:middle line:84% you would see the option to subscribe to that. 00:08:18.290 --> 00:08:22.580 align:middle line:84% What we can do is go back to Device Settings, 00:08:22.580 --> 00:08:28.580 align:middle line:84% go to your phone service, the Cisco FIPPA, 00:08:28.580 --> 00:08:30.830 align:middle line:90% we've enabled this. 00:08:30.830 --> 00:08:33.450 align:middle line:84% Let's save this, update our subscriptions. 00:08:33.450 --> 00:08:44.790 align:middle line:90% 00:08:44.790 --> 00:08:51.330 align:middle line:84% And then we can go to User Management, Application User, 00:08:51.330 --> 00:08:53.530 align:middle line:90% create an application user. 00:08:53.530 --> 00:08:55.410 align:middle line:84% So again this name could be anything. 00:08:55.410 --> 00:08:56.850 align:middle line:90% The user name could be anything. 00:08:56.850 --> 00:08:59.100 align:middle line:90% Let's just create a new one. 00:08:59.100 --> 00:09:02.385 align:middle line:90% Let's do back and say Add New. 00:09:02.385 --> 00:09:05.390 align:middle line:90% 00:09:05.390 --> 00:09:08.300 align:middle line:90% Username is going to be fippa. 00:09:08.300 --> 00:09:13.460 align:middle line:84% Password is going to be C1sc0123!. 00:09:13.460 --> 00:09:19.510 align:middle line:90% C1Sc0123!. 00:09:19.510 --> 00:09:20.470 align:middle line:90% Let's save this. 00:09:20.470 --> 00:09:23.520 align:middle line:90% 00:09:23.520 --> 00:09:25.590 align:middle line:90% And let's go to-- 00:09:25.590 --> 00:09:27.390 align:middle line:84% let's attach the available device, 00:09:27.390 --> 00:09:30.825 align:middle line:84% control devices as CFSSTARK and save. 00:09:30.825 --> 00:09:33.970 align:middle line:90% 00:09:33.970 --> 00:09:38.750 align:middle line:84% And scroll down to add access to control group. 00:09:38.750 --> 00:09:46.960 align:middle line:84% Let's do a find, and add him your standard CTI enabled, 00:09:46.960 --> 00:09:50.500 align:middle line:84% and allow control of all devices. 00:09:50.500 --> 00:09:52.120 align:middle line:90% Let's add this and save. 00:09:52.120 --> 00:09:55.430 align:middle line:84% So now we have created an application user. 00:09:55.430 --> 00:09:59.140 align:middle line:84% So we should be able to log into the Finesse admin page. 00:09:59.140 --> 00:10:02.240 align:middle line:84% Let's go down to the Finesse admin page, 00:10:02.240 --> 00:10:16.300 align:middle line:84% which is going to be https://hq-uccx.ine.com:8445/cfs 00:10:16.300 --> 00:10:21.880 align:middle line:90% or cfadmin and hit Enter. 00:10:21.880 --> 00:10:26.170 align:middle line:84% So this is your URL to access the Finesse admin page. 00:10:26.170 --> 00:10:29.500 align:middle line:84% Let's go to Advance and say Accept and Continue. 00:10:29.500 --> 00:10:32.310 align:middle line:90% 00:10:32.310 --> 00:10:37.020 align:middle line:84% The username is administrator and password was C1sc0123. 00:10:37.020 --> 00:10:38.160 align:middle line:90% Let's sign in. 00:10:38.160 --> 00:10:43.460 align:middle line:90% 00:10:43.460 --> 00:10:49.160 align:middle line:84% Now once we sign in, the first thing we need to define 00:10:49.160 --> 00:10:51.500 align:middle line:90% is the IP phone agent settings. 00:10:51.500 --> 00:10:55.400 align:middle line:84% Here is where we would define the application 00:10:55.400 --> 00:10:56.900 align:middle line:90% user that we created. 00:10:56.900 --> 00:10:59.420 align:middle line:84% We created an application user called fippa. 00:10:59.420 --> 00:11:01.500 align:middle line:84% And that's what we need to provide here. 00:11:01.500 --> 00:11:03.208 align:middle line:84% So this is not going to be administrator. 00:11:03.208 --> 00:11:08.180 align:middle line:84% This is going to be fippa, and the password was C1sc0123!. 00:11:08.180 --> 00:11:11.390 align:middle line:84% So if you go back to your CallManager, if you see 00:11:11.390 --> 00:11:13.400 align:middle line:84% this is the application user that we created, 00:11:13.400 --> 00:11:16.400 align:middle line:84% and that's what we need to define in the IP phone agent 00:11:16.400 --> 00:11:17.580 align:middle line:90% settings. 00:11:17.580 --> 00:11:19.050 align:middle line:90% So let's go and define that. 00:11:19.050 --> 00:11:21.161 align:middle line:90% So you want to see 0123! 00:11:21.161 --> 00:11:21.980 align:middle line:90% and save. 00:11:21.980 --> 00:11:25.590 align:middle line:90% 00:11:25.590 --> 00:11:29.790 align:middle line:84% Now once we've done that, we will now go to our UCCX, 00:11:29.790 --> 00:11:34.530 align:middle line:84% let's go back to System under Cisco Unified CM configuration. 00:11:34.530 --> 00:11:38.010 align:middle line:84% I believe this is something that we did in the earlier video 00:11:38.010 --> 00:11:40.530 align:middle line:84% when we had defined the CallManager 00:11:40.530 --> 00:11:44.430 align:middle line:84% AXL, the jtapi username and password, 00:11:44.430 --> 00:11:48.840 align:middle line:84% and the RmCm which controls the agent, the username 00:11:48.840 --> 00:11:50.650 align:middle line:90% and password. 00:11:50.650 --> 00:11:52.180 align:middle line:90% So we have already done that. 00:11:52.180 --> 00:11:56.310 align:middle line:84% The next thing that we would do is verify-- 00:11:56.310 --> 00:11:59.430 align:middle line:84% we should always go and verify that If the jtapi users 00:11:59.430 --> 00:12:00.550 align:middle line:90% were created. 00:12:00.550 --> 00:12:04.980 align:middle line:84% If I go back to Application User, the jtapi and the Rm 00:12:04.980 --> 00:12:08.670 align:middle line:84% was populated from the UCCX to my CallManager 00:12:08.670 --> 00:12:11.550 align:middle line:84% when I had done the initial basic setup when we 00:12:11.550 --> 00:12:14.020 align:middle line:90% had done in the earlier video. 00:12:14.020 --> 00:12:18.700 align:middle line:84% So let's quickly go and restart our CCX engine. 00:12:18.700 --> 00:12:23.310 align:middle line:84% So let's go back to serviceability. 00:12:23.310 --> 00:12:25.530 align:middle line:84% There are two services that we should restart 00:12:25.530 --> 00:12:29.760 align:middle line:84% once we add the FIPPA application user in the Finesse 00:12:29.760 --> 00:12:33.240 align:middle line:84% admin page, we should restart our Tomcat. 00:12:33.240 --> 00:12:36.640 align:middle line:84% And we should restart our CCX engine. 00:12:36.640 --> 00:12:38.160 align:middle line:90% So let's quickly go and do that. 00:12:38.160 --> 00:12:47.430 align:middle line:90% 00:12:47.430 --> 00:12:52.080 align:middle line:84% So go to Tools, and go to Control Center, Network 00:12:52.080 --> 00:12:52.580 align:middle line:90% Services. 00:12:52.580 --> 00:12:57.400 align:middle line:90% 00:12:57.400 --> 00:13:05.460 align:middle line:84% Let's select our-- oh, this is we should be in UCCX. 00:13:05.460 --> 00:13:06.840 align:middle line:90% So serviceability. 00:13:06.840 --> 00:13:12.780 align:middle line:90% 00:13:12.780 --> 00:13:17.020 align:middle line:84% Let's go back to administration here. 00:13:17.020 --> 00:13:29.430 align:middle line:84% So on UCCX, we should go to Serviceability, Control Center 00:13:29.430 --> 00:13:34.710 align:middle line:84% Network Services, and to services we need to restart. 00:13:34.710 --> 00:13:39.930 align:middle line:84% One is going to be our CCX engine. 00:13:39.930 --> 00:13:40.635 align:middle line:90% Where are we? 00:13:40.635 --> 00:13:44.200 align:middle line:90% 00:13:44.200 --> 00:13:47.290 align:middle line:84% So it needs to be Cisco Unified CCX Serviceability. 00:13:47.290 --> 00:13:50.750 align:middle line:90% 00:13:50.750 --> 00:13:54.950 align:middle line:84% Go to Tools, Control Center Network Services, 00:13:54.950 --> 00:13:58.700 align:middle line:84% and let's restart our CCX engine. 00:13:58.700 --> 00:14:14.230 align:middle line:90% 00:14:14.230 --> 00:14:15.980 align:middle line:84% And the next thing that we need to restart 00:14:15.980 --> 00:14:17.420 align:middle line:90% is the Finesse services. 00:14:17.420 --> 00:14:20.550 align:middle line:84% So Cisco Finesse Tomcat is what we need to restart. 00:14:20.550 --> 00:14:24.270 align:middle line:84% So let's wait for this to restart first. 00:14:24.270 --> 00:14:28.160 align:middle line:84% So as you can see that the CCX engine 00:14:28.160 --> 00:14:30.050 align:middle line:90% was successfully restarted. 00:14:30.050 --> 00:14:33.480 align:middle line:84% Now let's scroll down and restart our Cisco Finesse 00:14:33.480 --> 00:14:33.980 align:middle line:90% Tomcat. 00:14:33.980 --> 00:14:41.980 align:middle line:90% 00:14:41.980 --> 00:14:44.620 align:middle line:84% Now once we've done this, the next thing that we would do 00:14:44.620 --> 00:14:47.780 align:middle line:90% is create a call control group. 00:14:47.780 --> 00:14:51.070 align:middle line:84% So basically, our CTI ports is what we need to create. 00:14:51.070 --> 00:14:53.320 align:middle line:84% If you look at the question, the question 00:14:53.320 --> 00:14:59.600 align:middle line:84% stated that we needed three CTI ports from 2301 to 2303. 00:14:59.600 --> 00:15:02.440 align:middle line:84% So we will create a call control groups to create our CTI ports. 00:15:02.440 --> 00:15:04.480 align:middle line:84% And these CTI ports should be sent 00:15:04.480 --> 00:15:08.570 align:middle line:84% from the UCCX to our CallManager automatically. 00:15:08.570 --> 00:15:11.200 align:middle line:84% Let's go and do that once this is restarted. 00:15:11.200 --> 00:15:21.140 align:middle line:90% 00:15:21.140 --> 00:15:24.005 align:middle line:84% So this service was also successfully started. 00:15:24.005 --> 00:15:28.320 align:middle line:90% 00:15:28.320 --> 00:15:34.990 align:middle line:84% And let's refresh our screen, go down-- 00:15:34.990 --> 00:15:36.730 align:middle line:90% go back to administration. 00:15:36.730 --> 00:15:42.540 align:middle line:90% 00:15:42.540 --> 00:15:44.970 align:middle line:84% And we would navigate the Subsystems. 00:15:44.970 --> 00:15:47.190 align:middle line:84% And under Subsystems, you would basically 00:15:47.190 --> 00:15:54.870 align:middle line:84% go to Cisco Unified CM Telephony and go to Call Control Group. 00:15:54.870 --> 00:15:58.927 align:middle line:84% Here we will create a new call control group. 00:15:58.927 --> 00:15:59.760 align:middle line:90% So let's create one. 00:15:59.760 --> 00:16:03.750 align:middle line:90% 00:16:03.750 --> 00:16:05.350 align:middle line:84% Description really could be anything. 00:16:05.350 --> 00:16:06.100 align:middle line:90% Whatever you want. 00:16:06.100 --> 00:16:08.580 align:middle line:90% Let's say CTI. 00:16:08.580 --> 00:16:14.700 align:middle line:84% And the device prefix type or the prefix name, 00:16:14.700 --> 00:16:16.270 align:middle line:90% it's a mandatory option. 00:16:16.270 --> 00:16:17.638 align:middle line:90% Again, this could be anything. 00:16:17.638 --> 00:16:18.930 align:middle line:90% Whatever name you want to give. 00:16:18.930 --> 00:16:26.460 align:middle line:84% Let's name this as CTI_PORTS or just CTI. 00:16:26.460 --> 00:16:30.930 align:middle line:84% The starting directory number was 2301. 00:16:30.930 --> 00:16:34.020 align:middle line:84% Device pool is default. Location is 00:16:34.020 --> 00:16:37.050 align:middle line:84% default. Partition is default. I'm just keeping it simple. 00:16:37.050 --> 00:16:40.680 align:middle line:84% My phones are in the default partition. 00:16:40.680 --> 00:16:42.570 align:middle line:90% They have the CSS phones. 00:16:42.570 --> 00:16:43.860 align:middle line:90% But they have access to none. 00:16:43.860 --> 00:16:46.560 align:middle line:84% So if I keep this in the default partition, which 00:16:46.560 --> 00:16:49.050 align:middle line:84% is the non-partition, phones would have access to that. 00:16:49.050 --> 00:16:50.970 align:middle line:84% My CTI Route point would have access to that. 00:16:50.970 --> 00:16:53.080 align:middle line:84% My phones would have access to CTI Route points. 00:16:53.080 --> 00:16:54.330 align:middle line:90% So I'm just keeping it simple. 00:16:54.330 --> 00:16:56.550 align:middle line:84% But if you do put him in a partition, then yes, 00:16:56.550 --> 00:16:58.980 align:middle line:84% you would need to give your phones access to the partition 00:16:58.980 --> 00:17:01.270 align:middle line:90% to dial the CTI Route point. 00:17:01.270 --> 00:17:04.859 align:middle line:84% So right now, I'll keep this in the default. 00:17:04.859 --> 00:17:07.180 align:middle line:84% And I believe that should be enough. 00:17:07.180 --> 00:17:08.380 align:middle line:90% That's all we need. 00:17:08.380 --> 00:17:10.500 align:middle line:90% Let's do add. 00:17:10.500 --> 00:17:13.000 align:middle line:84% It says Enter the number of ports we want. 00:17:13.000 --> 00:17:15.900 align:middle line:84% So we want three ports because the question 00:17:15.900 --> 00:17:20.640 align:middle line:84% says we need three CTI ports, 2301 to 2303. 00:17:20.640 --> 00:17:22.170 align:middle line:90% So three ports. 00:17:22.170 --> 00:17:23.010 align:middle line:90% And 00:17:23.010 --> 00:17:25.119 align:middle line:90% Let's add this. 00:17:25.119 --> 00:17:28.410 align:middle line:84% So this should create my three ports. 00:17:28.410 --> 00:17:33.180 align:middle line:84% If I go back to my CallManager now and go to Device Phones, 00:17:33.180 --> 00:17:38.610 align:middle line:84% I should see three CTI ports created from my UCCX. 00:17:38.610 --> 00:17:39.940 align:middle line:90% And they are registered. 00:17:39.940 --> 00:17:41.640 align:middle line:84% So three CDI ports were created-- 00:17:41.640 --> 00:17:45.360 align:middle line:90% 2301, 2302, and 2303. 00:17:45.360 --> 00:17:47.640 align:middle line:84% The next thing that we would do is 00:17:47.640 --> 00:17:51.300 align:middle line:84% go to add application user jtapi and ensure 00:17:51.300 --> 00:17:57.550 align:middle line:84% that jtapi has access to the CTI ports as control devices. 00:17:57.550 --> 00:18:06.670 align:middle line:84% So let's go back to User, Application User, 00:18:06.670 --> 00:18:10.920 align:middle line:90% and go to jtapi_1. 00:18:10.920 --> 00:18:13.800 align:middle line:84% And here under control devices, I 00:18:13.800 --> 00:18:16.740 align:middle line:84% would ensure that these three are showing up here. 00:18:16.740 --> 00:18:18.250 align:middle line:90% This happens automatically. 00:18:18.250 --> 00:18:20.610 align:middle line:84% So you don't really have to do anything. 00:18:20.610 --> 00:18:23.580 align:middle line:84% But you should ensure you always go and verify 00:18:23.580 --> 00:18:28.360 align:middle line:84% if your jtapi has access to all the CTI ports. 00:18:28.360 --> 00:18:32.100 align:middle line:84% Remember the RmCm user or the RmCm needs access 00:18:32.100 --> 00:18:34.410 align:middle line:84% to the agents, it manages the agent 00:18:34.410 --> 00:18:40.750 align:middle line:84% was jtapi manages the CTI Route point and the CTI ports. 00:18:40.750 --> 00:18:44.940 align:middle line:84% So let's go back to Application User, 00:18:44.940 --> 00:18:47.900 align:middle line:90% go down to RmCm or your Rm. 00:18:47.900 --> 00:18:50.790 align:middle line:84% And here we would ensure that the Rm 00:18:50.790 --> 00:18:53.040 align:middle line:90% has access to your phone. 00:18:53.040 --> 00:18:55.180 align:middle line:90% So I only have CSFSTARK. 00:18:55.180 --> 00:18:59.040 align:middle line:84% So let's go under that and assign him that. 00:18:59.040 --> 00:19:00.000 align:middle line:90% And save. 00:19:00.000 --> 00:19:04.200 align:middle line:84% So now my RmCm has an agent which 00:19:04.200 --> 00:19:08.280 align:middle line:90% is CSFSTARK as control devices. 00:19:08.280 --> 00:19:13.540 align:middle line:84% Let's now go back to UCCX and create some resource group. 00:19:13.540 --> 00:19:17.010 align:middle line:84% So go to Subsystems, RmCm, and Yeah we 00:19:17.010 --> 00:19:20.160 align:middle line:90% can create a resource group. 00:19:20.160 --> 00:19:22.887 align:middle line:90% Let's make a new one. 00:19:22.887 --> 00:19:24.720 align:middle line:84% Again, the resource group could be anything. 00:19:24.720 --> 00:19:26.303 align:middle line:84% Question does not really say anything. 00:19:26.303 --> 00:19:28.110 align:middle line:84% So we can give it whatever name we want. 00:19:28.110 --> 00:19:30.270 align:middle line:90% Let's name it as RG. 00:19:30.270 --> 00:19:31.890 align:middle line:90% Save. 00:19:31.890 --> 00:19:36.160 align:middle line:84% And the next thing that I would do is once I create this, 00:19:36.160 --> 00:19:39.810 align:middle line:84% I would go to Subsystems RmCm resources, 00:19:39.810 --> 00:19:44.290 align:middle line:84% and I should see one resource Tony Stark inside that. 00:19:44.290 --> 00:19:46.215 align:middle line:90% So let's go to Tony Stark. 00:19:46.215 --> 00:19:49.470 align:middle line:90% 00:19:49.470 --> 00:19:54.280 align:middle line:84% And in short, he belongs to the group RG that we created. 00:19:54.280 --> 00:19:57.430 align:middle line:90% And that should be enough. 00:19:57.430 --> 00:19:58.230 align:middle line:90% Let's update this. 00:19:58.230 --> 00:20:01.370 align:middle line:90% 00:20:01.370 --> 00:20:03.910 align:middle line:84% So now Tony Stark who is a resource because-- 00:20:03.910 --> 00:20:05.710 align:middle line:84% and why do I see Tony Stark here? 00:20:05.710 --> 00:20:10.480 align:middle line:84% Because Tony Stark has an IPCC extension to I 00:20:10.480 --> 00:20:13.270 align:middle line:90% believe it was 2203. 00:20:13.270 --> 00:20:15.190 align:middle line:90% He has that IPCC extension. 00:20:15.190 --> 00:20:18.340 align:middle line:84% And because the Rm application user 00:20:18.340 --> 00:20:22.000 align:middle line:84% has control devices as CSFSTARK, I 00:20:22.000 --> 00:20:24.380 align:middle line:84% see that resource available here. 00:20:24.380 --> 00:20:26.410 align:middle line:84% And now I go to Tony Stark and put him 00:20:26.410 --> 00:20:29.180 align:middle line:90% in the group of resource group. 00:20:29.180 --> 00:20:31.615 align:middle line:84% The next thing that I'm going to do is create a CSQ. 00:20:31.615 --> 00:20:34.980 align:middle line:90% 00:20:34.980 --> 00:20:39.450 align:middle line:84% So go to Subsystems, RmCM, and go 00:20:39.450 --> 00:20:43.590 align:middle line:84% to CSQ calls contact centers queues, 00:20:43.590 --> 00:20:46.284 align:middle line:90% and let's create a queue. 00:20:46.284 --> 00:20:49.740 align:middle line:84% Again the name could be anything, let's say CSQ. 00:20:49.740 --> 00:20:52.890 align:middle line:84% This would be-- this would be based on resource group, not 00:20:52.890 --> 00:20:55.090 align:middle line:90% resource skills. 00:20:55.090 --> 00:20:58.770 align:middle line:90% And let's do next. 00:20:58.770 --> 00:21:02.532 align:middle line:84% Again here I can select that do I want to match-- 00:21:02.532 --> 00:21:03.990 align:middle line:84% let's say if I had multiple agents, 00:21:03.990 --> 00:21:06.630 align:middle line:84% do I want to match them on longest available? 00:21:06.630 --> 00:21:08.260 align:middle line:84% Question does not really say anything. 00:21:08.260 --> 00:21:11.280 align:middle line:84% So I can keep it as default until you choose the resource 00:21:11.280 --> 00:21:15.780 align:middle line:84% group, click on Show Resources and Tony Stark should be there 00:21:15.780 --> 00:21:16.830 align:middle line:90% inside that. 00:21:16.830 --> 00:21:19.510 align:middle line:90% Let's do add. 00:21:19.510 --> 00:21:23.500 align:middle line:84% So now I have a CSQ that contains the resource 00:21:23.500 --> 00:21:27.640 align:middle line:84% group, which contains the resource, which is Tony Stark. 00:21:27.640 --> 00:21:30.460 align:middle line:84% The next thing that I would do is use the ICD script. 00:21:30.460 --> 00:21:32.170 align:middle line:84% If you look at the question, the question 00:21:32.170 --> 00:21:37.720 align:middle line:84% say is that we need to use ICD script. 00:21:37.720 --> 00:21:40.790 align:middle line:84% So ICD is a built-in script which is available. 00:21:40.790 --> 00:21:42.470 align:middle line:90% So we can use that. 00:21:42.470 --> 00:21:47.620 align:middle line:84% So let's go back to Applications and go to Application 00:21:47.620 --> 00:21:51.910 align:middle line:90% Management, click on Add New. 00:21:51.910 --> 00:21:53.710 align:middle line:84% Use the default application type, which 00:21:53.710 --> 00:21:55.910 align:middle line:90% is Cisco script application. 00:21:55.910 --> 00:21:57.790 align:middle line:90% Next. 00:21:57.790 --> 00:22:02.770 align:middle line:84% The name, again, could be anything. 00:22:02.770 --> 00:22:05.230 align:middle line:90% Let's say 100. 00:22:05.230 --> 00:22:08.500 align:middle line:90% ID would be again anything. 00:22:08.500 --> 00:22:09.640 align:middle line:90% Let's say one. 00:22:09.640 --> 00:22:12.460 align:middle line:84% Maximum number of sessions, let's say three. 00:22:12.460 --> 00:22:17.020 align:middle line:90% The script would be ICD. 00:22:17.020 --> 00:22:20.230 align:middle line:84% And the CSQ that we are using is going 00:22:20.230 --> 00:22:22.930 align:middle line:84% to be the one that we created, which was CSQ. 00:22:22.930 --> 00:22:25.750 align:middle line:84% So what I'm really doing here is I'm 00:22:25.750 --> 00:22:28.480 align:middle line:84% creating an application, which is going 00:22:28.480 --> 00:22:34.060 align:middle line:84% to use the ICD script, which is going to call for the CSQ named 00:22:34.060 --> 00:22:36.430 align:middle line:84% as the CSQ that we created, which contains the resource 00:22:36.430 --> 00:22:40.390 align:middle line:84% group, and the resource group contains the resource. 00:22:40.390 --> 00:22:43.420 align:middle line:84% Once I've done this, the next thing that I would do 00:22:43.420 --> 00:22:49.720 align:middle line:84% is, let's scroll down and click on Add. 00:22:49.720 --> 00:22:55.350 align:middle line:90% 00:22:55.350 --> 00:22:59.130 align:middle line:84% Once I click on Add, I will add a new trigger, which 00:22:59.130 --> 00:23:01.590 align:middle line:90% creates my CTI Route point. 00:23:01.590 --> 00:23:10.350 align:middle line:84% Now as for the question, the CTI route point was 2300. 00:23:10.350 --> 00:23:12.450 align:middle line:84% The language could be the system default, 00:23:12.450 --> 00:23:15.830 align:middle line:90% or we could choose English US. 00:23:15.830 --> 00:23:18.500 align:middle line:90% 00:23:18.500 --> 00:23:20.267 align:middle line:84% Device name, again, this is any name 00:23:20.267 --> 00:23:22.100 align:middle line:84% that you could give to your CTI Route point. 00:23:22.100 --> 00:23:25.940 align:middle line:84% Let's name this as CTI Route point. 00:23:25.940 --> 00:23:28.640 align:middle line:90% CTI Route point. 00:23:28.640 --> 00:23:32.000 align:middle line:84% And the call control group would be the one that we created, 00:23:32.000 --> 00:23:34.260 align:middle line:90% CTI. 00:23:34.260 --> 00:23:37.820 align:middle line:84% Let's do show more, see what else is there. 00:23:37.820 --> 00:23:39.080 align:middle line:90% And let's just do add. 00:23:39.080 --> 00:23:42.380 align:middle line:90% 00:23:42.380 --> 00:23:46.520 align:middle line:84% Now once I do this, if I go back to my CallManager 00:23:46.520 --> 00:23:51.110 align:middle line:84% and look at device CTI Route point, 00:23:51.110 --> 00:23:53.220 align:middle line:84% the CTI Route point should be created, 00:23:53.220 --> 00:23:55.160 align:middle line:84% it should be populated from the UCCX 00:23:55.160 --> 00:23:57.260 align:middle line:90% automatically on my CallManager. 00:23:57.260 --> 00:23:59.900 align:middle line:84% So I see the name as CTI-RP, and it's 00:23:59.900 --> 00:24:02.510 align:middle line:90% registered with my CallManager. 00:24:02.510 --> 00:24:05.870 align:middle line:84% And it's pointing to my UCCX 11.100.64.19, 00:24:05.870 --> 00:24:10.220 align:middle line:84% which is the IP address of my UCCX. 00:24:10.220 --> 00:24:15.950 align:middle line:84% Now let's go and add the CSQ because the question states 00:24:15.950 --> 00:24:18.860 align:middle line:84% that we need to see the calls in the queue. 00:24:18.860 --> 00:24:24.200 align:middle line:84% If you look at the question, it says that log into Finesse 00:24:24.200 --> 00:24:26.630 align:middle line:84% and verify that you see the calls in queue. 00:24:26.630 --> 00:24:28.490 align:middle line:84% For you to see the calls in queue, 00:24:28.490 --> 00:24:34.590 align:middle line:84% you need to ensure that your resources are inside a team. 00:24:34.590 --> 00:24:37.740 align:middle line:84% So I need to ensure that they go inside a team. 00:24:37.740 --> 00:24:42.750 align:middle line:84% So my CSQ needs to have the list of available teams that I have. 00:24:42.750 --> 00:24:49.505 align:middle line:84% So for that, I would go back to UCCX. 00:24:49.505 --> 00:24:53.140 align:middle line:90% 00:24:53.140 --> 00:24:57.280 align:middle line:84% And I believe it should be here, teams. 00:24:57.280 --> 00:24:58.885 align:middle line:90% I want to go and create a team. 00:24:58.885 --> 00:25:08.030 align:middle line:90% 00:25:08.030 --> 00:25:10.980 align:middle line:90% Let's click on the default one. 00:25:10.980 --> 00:25:14.240 align:middle line:84% And here we have the available CSQ. 00:25:14.240 --> 00:25:16.220 align:middle line:84% Let's drag this down to the left side 00:25:16.220 --> 00:25:20.720 align:middle line:84% so that the CSQ that we have, the CSQ 00:25:20.720 --> 00:25:22.730 align:middle line:90% contains the resource group. 00:25:22.730 --> 00:25:25.910 align:middle line:84% The resource group contains the resource, which 00:25:25.910 --> 00:25:28.070 align:middle line:90% is Tony Stark that's available. 00:25:28.070 --> 00:25:31.700 align:middle line:84% So Tony Stark now belongs to this default team. 00:25:31.700 --> 00:25:34.960 align:middle line:90% Let's save this. 00:25:34.960 --> 00:25:41.200 align:middle line:84% Now I believe he should be able to dial from the PSTN. 00:25:41.200 --> 00:25:53.190 align:middle line:84% Let's go to-- let's go back to the PSTN, let's go back here, 00:25:53.190 --> 00:25:58.840 align:middle line:90% go to Jabber3, and let's dial-- 00:25:58.840 --> 00:26:02.620 align:middle line:90% 00:26:02.620 --> 00:26:13.540 align:middle line:84% from line one, let's dial 14082022300, 00:26:13.540 --> 00:26:15.865 align:middle line:90% which is my CTI route point. 00:26:15.865 --> 00:26:20.480 align:middle line:90% 00:26:20.480 --> 00:26:23.750 align:middle line:84% Once I dial this, it should connect, 00:26:23.750 --> 00:26:27.950 align:middle line:84% which you can see here Control-Shift-S. I have 00:26:27.950 --> 00:26:31.400 align:middle line:84% a G711 call to the CTI Route point, which 00:26:31.400 --> 00:26:33.680 align:middle line:90% triggers one of the CTI ports. 00:26:33.680 --> 00:26:37.200 align:middle line:84% And I'm connected to one of the agents. 00:26:37.200 --> 00:26:39.440 align:middle line:84% Now obviously, the agent has to log in, 00:26:39.440 --> 00:26:41.720 align:middle line:84% the agent really hasn't logged in yet. 00:26:41.720 --> 00:26:43.587 align:middle line:84% So because it's not a physical phone, 00:26:43.587 --> 00:26:45.170 align:middle line:84% we don't really have a physical phone. 00:26:45.170 --> 00:26:48.460 align:middle line:84% I could not go and subscribe to the phone service. 00:26:48.460 --> 00:26:52.380 align:middle line:84% And because we don't have physical phones, I have Jabber. 00:26:52.380 --> 00:26:57.770 align:middle line:84% So the user, Tony Stark, needs to log in to the URL 00:26:57.770 --> 00:27:01.850 align:middle line:84% and log into Finesse page and log in as an agent. 00:27:01.850 --> 00:27:03.770 align:middle line:84% That's when he would receive that call. 00:27:03.770 --> 00:27:04.790 align:middle line:90% Let's go and do that. 00:27:04.790 --> 00:27:08.910 align:middle line:90% 00:27:08.910 --> 00:27:13.230 align:middle line:84% So let's go back to Jabber1, go back to the Finesse page. 00:27:13.230 --> 00:27:17.120 align:middle line:84% Now, if you remember for the Finesse admin login, 00:27:17.120 --> 00:27:24.560 align:middle line:84% we had to give HTTPS to UCCX address colon 84454/cfadmin. 00:27:24.560 --> 00:27:28.580 align:middle line:84% This time as an agent, I would not give the CF admin. 00:27:28.580 --> 00:27:32.480 align:middle line:84% The URL would exactly be the same without the CF admin. 00:27:32.480 --> 00:27:35.760 align:middle line:90% Click on this. 00:27:35.760 --> 00:27:42.360 align:middle line:84% And let's log in with the user tony-stark, 00:27:42.360 --> 00:27:49.140 align:middle line:84% password was C1sc0123!, extension was 2203, 00:27:49.140 --> 00:27:51.120 align:middle line:90% which was his IPCC extension. 00:27:51.120 --> 00:27:57.860 align:middle line:90% 00:27:57.860 --> 00:28:01.400 align:middle line:90% And it says the following. 00:28:01.400 --> 00:28:04.700 align:middle line:84% Certificate should be accepted before using the Finesse 00:28:04.700 --> 00:28:05.730 align:middle line:90% desktop. 00:28:05.730 --> 00:28:09.710 align:middle line:84% So let's go here and accept those certificates. 00:28:09.710 --> 00:28:15.580 align:middle line:90% 00:28:15.580 --> 00:28:18.230 align:middle line:90% And sign in. 00:28:18.230 --> 00:28:20.470 align:middle line:84% So now I have signed in as Tony Stark 00:28:20.470 --> 00:28:23.300 align:middle line:84% who is an agent who has an IPCC extension. 00:28:23.300 --> 00:28:26.680 align:middle line:84% And when somebody dials the route point trigger, 00:28:26.680 --> 00:28:32.710 align:middle line:84% the CTI Route point, which is 2300, whereas the PSTN calls 00:28:32.710 --> 00:28:34.120 align:middle line:90% in, the CTI-- 00:28:34.120 --> 00:28:37.390 align:middle line:84% the trigger, the CTI Route point triggers one of the CTI ports 00:28:37.390 --> 00:28:42.340 align:middle line:84% on UCCX, and the ICD script comes in, 00:28:42.340 --> 00:28:46.240 align:middle line:84% the ICD script contains the CSQ, the CSQ contains the resource 00:28:46.240 --> 00:28:48.610 align:middle line:84% group, the resource group contains the resource, 00:28:48.610 --> 00:28:50.020 align:middle line:90% which is Tony Stark. 00:28:50.020 --> 00:28:53.073 align:middle line:84% And if Tony Stark is logged in, it's 00:28:53.073 --> 00:28:55.240 align:middle line:84% asking me to, in, fact accept this certificate also. 00:28:55.240 --> 00:28:57.430 align:middle line:84% Let's, in fact, go to launch certificate 00:28:57.430 --> 00:29:00.460 align:middle line:84% and accept all these bunch of certificates. 00:29:00.460 --> 00:29:02.470 align:middle line:90% Accept. 00:29:02.470 --> 00:29:04.405 align:middle line:84% Let's scroll down, accept this to-- 00:29:04.405 --> 00:29:10.130 align:middle line:90% 00:29:10.130 --> 00:29:11.285 align:middle line:90% let's accept this. 00:29:11.285 --> 00:29:17.640 align:middle line:90% 00:29:17.640 --> 00:29:18.900 align:middle line:90% Let's go down here. 00:29:18.900 --> 00:29:26.050 align:middle line:90% 00:29:26.050 --> 00:29:27.390 align:middle line:90% So we have Tony Stark right now. 00:29:27.390 --> 00:29:29.020 align:middle line:90% He's not ready right now. 00:29:29.020 --> 00:29:31.890 align:middle line:90% Let's go and make him ready. 00:29:31.890 --> 00:29:32.970 align:middle line:90% So he is ready. 00:29:32.970 --> 00:29:36.300 align:middle line:84% So now when the call comes in, it hits the CTI Route point. 00:29:36.300 --> 00:29:38.220 align:middle line:84% The CTI Route point triggers one of the CTI 00:29:38.220 --> 00:29:42.390 align:middle line:84% ports, which triggers the application ICD script. 00:29:42.390 --> 00:29:46.420 align:middle line:84% ICD script contains the CSQ, CSQ contains the resource group, 00:29:46.420 --> 00:29:49.020 align:middle line:84% resource group contains the resource, which is Tony Stark. 00:29:49.020 --> 00:29:49.920 align:middle line:90% He is ready. 00:29:49.920 --> 00:29:52.050 align:middle line:90% So he should receive the call. 00:29:52.050 --> 00:29:53.100 align:middle line:90% Let's go and check that. 00:29:53.100 --> 00:30:00.060 align:middle line:84% I'm going to go back to my PSTN and redial the CTI Route point. 00:30:00.060 --> 00:30:01.650 align:middle line:84% And if you see, the call has come 00:30:01.650 --> 00:30:04.390 align:middle line:84% in to the agent, which you can see here. 00:30:04.390 --> 00:30:06.930 align:middle line:90% And he can answer the call. 00:30:06.930 --> 00:30:11.960 align:middle line:84% And if he answers the call, he is going to be in the queue, 00:30:11.960 --> 00:30:15.480 align:middle line:84% or let's say if I look at right now he is-- 00:30:15.480 --> 00:30:16.890 align:middle line:90% he answered the call. 00:30:16.890 --> 00:30:19.800 align:middle line:84% So I can talk to that, whoever the customer is. 00:30:19.800 --> 00:30:20.820 align:middle line:90% Let's end this call. 00:30:20.820 --> 00:30:22.290 align:middle line:90% This time I will not answer. 00:30:22.290 --> 00:30:24.570 align:middle line:84% And you would see one call in waiting. 00:30:24.570 --> 00:30:30.720 align:middle line:84% So let's go back to PSTN and redial. 00:30:30.720 --> 00:30:33.450 align:middle line:90% This time I would not answer. 00:30:33.450 --> 00:30:35.580 align:middle line:84% And you would see one call in queue. 00:30:35.580 --> 00:30:38.700 align:middle line:84% And because the Tony Stark was assigned 00:30:38.700 --> 00:30:43.920 align:middle line:84% into a team, the default team, and because the team 00:30:43.920 --> 00:30:46.680 align:middle line:84% had the CSQ, CSQ as a resource group, 00:30:46.680 --> 00:30:48.990 align:middle line:84% resource group has the resource, anytime 00:30:48.990 --> 00:30:51.570 align:middle line:84% Tony Stark receives a call, he would see call 00:30:51.570 --> 00:30:53.922 align:middle line:84% waiting as the queues would basically build up. 00:30:53.922 --> 00:30:55.380 align:middle line:84% Let's say the second call comes in, 00:30:55.380 --> 00:30:58.360 align:middle line:84% this would become 2 and 3, and so on. 00:30:58.360 --> 00:31:01.170 align:middle line:84% So with this we've configured, Finesse, 00:31:01.170 --> 00:31:05.160 align:middle line:84% and we've tested UCCX using the ICD script. 00:31:05.160 --> 00:31:08.160 align:middle line:90% And now users agents can log in. 00:31:08.160 --> 00:31:09.630 align:middle line:84% If I had a physical phone, then I 00:31:09.630 --> 00:31:12.480 align:middle line:84% would need to do a subscription to the physical phone 00:31:12.480 --> 00:31:15.130 align:middle line:84% with the phone services that we created. 00:31:15.130 --> 00:31:17.470 align:middle line:84% If I don't have physical phones, which in the lab exam, 00:31:17.470 --> 00:31:19.860 align:middle line:84% you would not have, you would need to do a Finesse 00:31:19.860 --> 00:31:23.550 align:middle line:84% and test it with by logging into the URL, 00:31:23.550 --> 00:31:26.190 align:middle line:90% and logging in as the agent. 00:31:26.190 --> 00:31:28.060 align:middle line:84% I hope this video was informative to you, 00:31:28.060 --> 00:31:30.500 align:middle line:90% and thank you for watching. 00:31:30.500 --> 00:31:31.000 align:middle line:90%