ECE

UCCE - Integration

  • Log to system ECE admin Page http://ucce-ece-ws.mydomain.com/system
  • Set System\Shared Resource\Services\Unifed CCE\EAAS process to automatic and start (should go running)
  • Set System\Shared Resource\Services\Unifed CCE\Listener process to automatic and start (should go running)
  • Set Partitions\Default\Services\Unified CCE\EAAS - configure for port 38001 and set to automatic & start - the MR PG PIM connects to this (check FW is allows)
  • Set Partitions\Default\Services\Unified CCE\Listener- Set to Automatic & Start - this monitors CTI
  • How does ECE know what the address of the CTI servers are?
  • Via the UCCE AW PG2 Config - (old interface - check CTI addresses (use IP addresses) are configured)

PCCE CCE Admin - ECE Gadget Rendering Issues

  • The CCE Admin tomcat server accesses the ECE Gadget from the ECE Web server using HTTPS. If the Tomcat does not have the CA Certification, TLS fails to establish and you will not be able to view the ECE Admin Gadget within CCE Admin. Hence you need to add the ECE Web cert (or if signed by a CA / Intermediate cert, you would add the CA root and intermediary certs) into the CCE Java CA keystore on the CCE Admin Tomcat Servers (AW-HDS-DDS)
    • Use KeyStore Explorer (run as admin) to import CA to CA keystore (keystore is located here: C:\Program Files (x86)\Java\jre1.8.0_181\lib\security) - (the default keystore password is 'changeit'). Run keystore as an admin and make sure to save the file after importing the trusted certs.
  • Make sure the ECE Web server FQDN is set in the ECE config (also available on PCCE Admin ECE Gadget)
    • C:\ECE\eService\templates\finesse\gadget\spog\spog_config.js - uses the FQDN for web_server_name (Otherwise you will get a cert error)
    • Note - also do this for the Agent Gadget config file - C:\ECE\eService\templates\finesse\gadget\agent\ece_config.js
  • The account you use to login into CCE GUI must have its LDAP 'userPrincipalName' attribute set, as ECE looks up this attribute to search for the account via LDAP (see next LDAP setup).

  • Configure ECE SSO Partition Admin setup is configured similar to below. This is needed even if you do NOT use SSO. This is required for the PCCE ECE gadget to work. If you want to use SSL for LDAP (which you should), the ECE server verifies the cert of the LDAP server - I have a keystore file that contains the LDAP server certs or the CA cert that signed them on the ECE Server, updated it to contain the Private CA cert using KeyStore Explorer
  • Review the ECE Application logs to see any errors if this is not working correctly.
    • Note if you get the following error then reconfigure the LDAP integration to use Global Catalog port 3268 or 3269 (SSL)
Exception in LDAP authentication  <@> 
javax.naming.PartialResultException: Unprocessed Continuation Reference(s); remaining name 'DC=example,DC=com'
  • Note - if you want to use SSL for your LDAP lookup (recommended) do not use the certca store located in C:\ECE\jdk\lib\security - it seems to get overwritten, so i copied the cacert file and updated it with the CA certs for the LDAP servers and stored it in a different location as per screen shot below.

Enable Pick Pull While In Not Ready

To Enable Pick Pull While In Not Ready you need to set the below registry key to “1” on the UCCE Router

[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\ICM\ucce\RouterA\Router\CurrentVersion\Configuration\Config]
"EnablePickPullWhileInNotReady"=dword:00000001

Note - to be able to search from a specific Queue - you must assign the relevant Skillgroup to the ECE Queue

  • Chat and Email Gadget → Department → Business Rules: Queues.
  • Select Queue and assign relevant SG on the “Skill Groups” tab

Pull Emails

You need to select which Queues you want to pull from when not Ready. Select Options and then select the queues as per below:

Outbound ECE Emails

  • Create a Skillgroup in the ECE OUtbound Domain and assign all agents to it.
  • Create a Calltype
  • Create a Routing Script with the above Skillgroup (copy an inbound Email script) and assoicate with the above calltype
  • Create a Dialnumber in the ECE_Outbound MRD and assoicate the above calltype
  • Import this Dialnumber into ECE (which then becomes a ECE Queue)
  • Log agent into ECE Gadget - Test by viewing real time table for that agent and confirming it logged into ECE_Outbound MRD and try sending an email.
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