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

  • CCE Admin tomcat server access ECE Gadget from the ECE Web server using HTTPS. If the Tomcat does not have the CA Certification, TLS fails to establish, hence you need to add the ECE cert (or CA cert) in the Java CA keystore on the CCE Admin Tomcat Servers (AW-HDS-DDS) - use KeyStore Explorer (run as admin) to import CA to CA keystore
  • make sure the Web server URL or Load Balancer URL is set in the ECE config (also available on PCCE Admin ECE Gadget)
  • The account you use to login with must have its LDAP 'userPrincipalName' attribute set. This is not an absolute requirement on AD but is usually set. It can be corrected in AD user account by making sure logon Name is set.

  • Configure ECE SSO Parition Admin setup as per below. 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 conains 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 (the default keystore password is 'changeit')

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

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.