500-052 Questions and Answers

The peripheral variables in the Set Enterprise Call Info step are related to call variables. Call variables are predefined variables that store information about a call, such as the caller ID, the dialed number, the call duration, the call priority, and so on. Call variables are also known as Call.PeripheralVariable1 to Call.PeripheralVariable10, and they can be set or retrieved by the Set Enterprise Call Info step or the Get Enterprise Call Info step. Call variables can be displayed on the agent desktop or used for reporting purposes1, page 2-3, 2, page 2-4, 3, page 4-1. References: Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5 (1) SU1, Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.6(2), Cisco Unified Contact Center Express Features Guide, Release 12.5 (1)

 The Cisco Unified Communications Sizing Tool is a web-based tool that helps system engineers to estimate the hardware server resources that are required for a Cisco Unified CCX deployment. The tool covers sizing for various components and features of the Unified CCX system, such as call control, contact center, voice messaging, conferencing and collaboration, presence, and voice gateways. The tool also provides recommendations for the optimal virtual machine (VM) configuration and placement based on the user input and the sizing rules. The tool can generate a sizing report that includes the details of the hardware and VM requirements, as well as the network bandwidth and power consumption estimates. References: Cisco Collaboration Sizing Guide - Sizing Tools Overview 1 and Using the Cisco Collaboration Sizing Tool 2

he gateway is the option that can perform Call Progress Analysis (CPA) in outbound IVR. CPA is a DSP algorithm that analyzes the RTP voice stream to look for special information tones (SIT), fax or modem tones, human speech, and answering machine tones. CPA also passes the voice information to Cisco IOS or CUBE. CPA is initiated on receiving a new SIP INVITE with x-cisco-cpa content. The gateway detects non-live contact with its CPA capabilities and sends the status of the non-live contact to the dialer. The dialer then decides whether to redirect the call to UCCX or terminate the call based on the CPA event. References: Cisco Unified Border Element Configuration Guide - Cisco IOS XE 17.6 Onwards - Call Progress Analysis, IVR-Based Outbound Dialer Troubleshooting

To send an HTTP message, you should use the following Cisco Unified CCX steps:

• Send HTTP Response: This step allows the script to send an HTTP response to the client that initiated the HTTP request. The step specifies the HTTP status code, the content type, and the body of the response. The step can also set or delete cookies in the response. For more information on how to use the Send HTTP Response step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Send HTTP Response Step.
• Create URL Document: This step allows the script to create a URL document that contains the URL of a web page or application. The step specifies the URL, the method (GET or POST), and the parameters to be sent with the request. The step can also set or delete cookies in the request. The URL document can be used as an input for other steps, such as Write Document or Place Call. For more information on how to use the Create URL Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Create URL Document Step.

The following steps cannot be used to send an HTTP message:

• Write Document: This step allows the script to write a document to a file or a stream. The step specifies the document, the destination, and the encoding. The document can be any type of document, such as XML, plain text, or URL. The destination can be a local file, a remote file, or a media stream. The step can be used to write a URL document to a file or a stream, but it cannot send an HTTP message by itself. For more information on how to use the Write Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Write Document Step.
• Place Call: This step allows the script to place a call to a destination. The step specifies the calling address, the called address, the media termination, and the timeout. The calling address and the called address can be phone numbers, SIP URIs, or URL documents. The media termination can be a contact, a prompt, or a document. The step can be used to place a call to a URL document, but it cannot send an HTTP message by itself. For more information on how to use the Place Call step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Place Call Step.
• Cache Document: This step allows the script to cache a document in the memory of the Unified CCX server. The step specifies the document and the cache key. The document can be any type of document, such as XML, plain text, or URL. The cache key is a unique identifier for the document in the cache. The step can be used to cache a URL document, but it cannot send an HTTP message by itself. For more information on how to use the Cache Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Cache Document Step. References:
• Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 2: Cisco Unified CCX Scripting, Lesson 3: Cisco Unified CCX Scripting Steps, Topic: HTTP Contact Steps

To run a 30-port outbound IVR campaign, the customer needs to purchase 30 outbound IVR ports and 15 agent seats in addition to the 200 Cisco Unified CCX Premium agent seats. This is because the outbound IVR ports are not included in the Premium package and need to be purchased separately as an add-on component1. The outbound IVR ports are used to dial out to customers and play prompts or transfer calls to agents. The outbound IVR ports are also consumed by the agents who are logged in to the outbound campaign. The ratio of outbound IVR ports to agents is 2:1, which means that for every two outbound IVR ports, one agent seat is required2. Therefore, to run a 30-port outbound IVR campaign, the customer needs 15 agent seats for the outbound agents. The customer does not need to purchase a gateway or a router, as these are network devices that are not related to the outbound IVR campaign. References := Cisco Unified Contact Center Express 12.5 Data Sheet, page4. Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 9.0(1), page 2-3.

To develop a custom Cisco Unified Intelligence Center report for a Cisco Unified CCX deployment, you need the Cisco Unified Intelligence Center Premium package. This package allows you to create custom reports using the Report Definition tool, which provides access to all the data sources, fields, filters, drilldowns, and formatting options. The Cisco Unified Intelligence Center Standard package only allows you to run predefined reports and make limited modifications, such as changing the layout, adding filters, and scheduling. The Cisco Unified CCX Premium and Enhanced packages do not affect the Cisco Unified Intelligence Center reporting capabilities, as they are related to the Unified CCX features and licenses. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 3: Operate a Cisco Unified Contact Center Express System - Lesson 1: Cisco Unified Intelligence Center Reports - Topic: Cisco Unified Intelligence Center Overview

A contact service queue (CSQ) is a logical grouping of agents that share similar skills. In Cisco Unified Contact Center Express, skills are assigned to CSQs, not to individual agents. Agents are associated with resource groups, which are then mapped to CSQs based on the skills required. This allows the system to route calls to the most appropriate CSQ, and then to the most qualified agent within that CSQ. References: UCCXD - Deploying Cisco Unified Contact Center Express v6.0, Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1)

To enable a contact center supervisor to access and monitor live data reports for multiple teams, the administrator should assign the supervisor as primary supervisor for one of the teams and as secondary supervisor for other relevant teams. This way, the supervisor can view the live data reports for all the teams that he or she is associated with, either as primary or secondary supervisor. The supervisor can also switch between different teams in the Cisco Finesse desktop or the Cisco Unified Intelligence Center (CUIC) web interface. For more information on how to assign primary and secondary supervisors for teams, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Application Configuration, Section: Teams.

The following actions will not enable a contact center supervisor to access and monitor live data reports for multiple teams:

• Take no action, because a supervisor cannot monitor more than one team: This is incorrect, because a supervisor can monitor more than one team if he or she is assigned as primary or secondary supervisor for those teams. Taking no action will prevent the supervisor from accessing and monitoring live data reports for any team.
• Assign the supervisor as primary supervisor for all the relevant teams: This is not recommended, because a primary supervisor is responsible for managing and coaching the agents in a team, and having multiple primary supervisors for the same team can cause confusion and conflict. A team should have only one primary supervisor and optionally one or more secondary supervisors. A secondary supervisor can access and monitor live data reports for a team, but cannot perform other supervisory tasks, such as barge-in, intercept, or chat with agents.
• Add the supervisor as a member of all the relevant teams: This is not possible, because a supervisor cannot be a member of a team. A team consists of agents who handle customer contacts, and a supervisor who oversees the performance and activities of the agents. A supervisor can be associated with one or more teams, but cannot be part of a team. References:
• Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 1: Cisco Unified CCX Overview, Lesson 2: Cisco Unified CCX User Roles and Capabilities, Topic: Supervisor Role

The correct answer is C. Only agent phones that are used with the Cisco Finesse agent desktop must be associated to the RmCm application user account. The RmCm application user account is a special user account that is created by Cisco Unified Contact Center Express (UCCX) during the initial setup and is used to control and monitor the agent phones through the Computer Telephony Integration (CTI) interface. The RmCm application user account must have the Standard CTI Enabled and Standard CTI Allow Control of Phones supporting Connected Xfer and conf user roles, and must have the agent phones associated as controlled devices. This allows the UCCX to perform actions such as logging in and out agents, changing agent states, making and receiving calls, transferring and conferencing calls, and sending and receiving enterprise data1.

The other options are not correct because:

• A. All phones must be associated to the RmCm application user account. This is false because not all phones need to be controlled and monitored by UCCX. Only the phones that are used by the agents who log in to the Cisco Finesse agent desktop need to be associated to the RmCm application user account. Other phones, such as supervisor phones, IVR phones, or non-UCCX phones, do not need to be associated to the RmCm application user account2.
• B. None, because that user account is not used for phone association. This is false because the RmCm application user account is used for phone association. The RmCm applicationuser account is the user account that UCCX uses to communicate with the Cisco Unified Communications Manager (CUCM) and control the agent phones. Without phone association, the RmCm application user account cannot perform the CTI functions that are required for the UCCX features1.
• D. Only Cisco Finesse IPPA phones must be associated to the RmCm application user account. This is false because Cisco Finesse IPPA phones are not supported by UCCX. Cisco Finesse IPPA is a feature that allows agents to use the Cisco IP Phone Agent (IPPA) service to log in to the Cisco Finesse server and access the Cisco Finesse agent desktop features. However, this feature is only available for Cisco Unified Contact Center Enterprise (UCCE), not for UCCX. UCCX agents can only use the Cisco Finesse agent desktop web interface or the Cisco Agent Desktop (CAD) application to log in and access the UCCX features3.

References: 1: Cisco Unified Contact Center Express Administration Guide, Release 12.5(1) - Cisco Applications Configuration [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 3: Cisco Finesse Installation and Upgrade Guide, Release 12.5(1) - Cisco Finesse IPPA [Cisco Finesse] - Cisco

 The number of premium seats required for a Cisco Unified Contact Center Express system is based on the maximum number of logged in agents plus the number of IVR and email ports needed. In this case, the maximum number of logged in agents is 150, the number of IVR ports needed for outbound calls is 30, and the number of email ports needed for email agents is 20. Therefore, the total number of premium seats required is 150 + 30 + 20 = 180 seats. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages1

When Cisco Unified CCX is deployed with Cisco Unified Communications Manager Express (CME), the user management is done through the Application Administration web interface of Cisco Unified CCX. The user data, such as user ID, password, PIN, and roles, are stored in the Cisco Unified CCX database. The user synchronization between Cisco Unified CME and Cisco Unified CCX is done manually by using the Data Synchronization option in the Tools menu of the Application Administration web interface. The user data is not stored in the Cisco Unified CME database, nor is it managed by Cisco Unified CME. References:

• Deploying Cisco Unified Contact Center Express (UCCXD) v6.0
• Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 11.6(1) - Chapter 2: Preinstallation Tasks for Cisco Unified CCX

The three components that are installed from the Cisco CRS Installer media are the Cisco CRS Engine, the Cisco Recording, and the MS SQL Server. The Cisco CRS Engine is the core component of the Unified CCX system that provides the call processing, scripting, and application integration functions. The Cisco Recording is the component that enables the recording and playback of agent calls for quality monitoring and training purposes. The MS SQL Server is the component that provides the database services for the Unified CCX system, such as storing configuration data, historical data, and agent data. The other components listed are not installed from the Cisco CRS Installer media. The iPlanet Web Server is not used by the Unified CCX system, as it uses the Apache Tomcat Web Server instead. The Cisco IP Telephony Windows 2000 Server OS is not a component of the Unified CCX system, as it uses the Linux-based Cisco Unified Communications Operating System. The Cisco Unified CallManager is not a component of the Unified CCX system, but a separate product that provides the call control and signalingfunctions for the IP telephony network. References := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module 2: Implementing Cisco Unified Contact Center Express > Lesson 1: Installing Cisco Unified Contact Center Express > Topic 1.1: Cisco Unified CCX Installation Overview1

 The Expression Editor panel of Cisco Unified CCX Script Editor is a tool that allows you to create and edit expressions that can be used in the script steps. The Expression Editor panel has two tabs: Script and Java. The Script tab allows you to create expressions using the Cisco Unified CCX Expression Language, which is a subset of the Java language. The Java tab allows you to create expressions using the full Java language12

There are three reasons to use the Java tab in the Expression Editor panel:

• To invoke a specified method of a custom Java class. A custom Java class is a user-defined class that extends the functionality of the Cisco Unified CCX Expression Language. You can create a custom Java class by using the Java Development Kit (JDK) and import it into the Cisco Unified CCX Script Editor. You can then use the Java tab to invoke the methods of the custom Java class by using the dot notation. For example, if you have a custom Java class named MyMath that has a method named square, you can use the Java tab to invoke the square method on a variable x by using the expression MyMath.square(x)12
• To reference a variable of a custom Java Object. A custom Java Object is an instance of a custom Java class that can be created and stored as a variable in the script. You can use the Java tab to reference the variable of a custom Java Object by using the dot notation. For example, if you have a custom Java Object named myObj that has a variable named name, you can use the Java tab to reference the name variable by using the expression myObj.name12
• To allow for arguments to be passed to a specified method. An argument is a value that is passed to a method when it is invoked. You can use the Java tab to pass arguments to a specified method by using the parentheses notation. For example, if you have a method named add that takes two arguments x and y and returns their sum, you can use the Java tab to pass the arguments 3 and 5 to the add method by using the expression add(3, 5)12

 The two releases that require physical media to be ordered and received prior to patching or upgrading Cisco Unified Contact Center Express (UCCX) are the major release and the service update. A major release is a new version of UCCX that introduces significant changes and new features. A service update is a maintenance release that fixes bugs and enhances the functionality of UCCX. Both the major release and the service update are available as ISO images that can be downloaded from the Cisco website or ordered as physical DVDs12

The other options do not require physical media to be ordered and received prior to patching or upgrading UCCX:

• Minor release: A minor release is a new version of UCCX that has minor changes and enhancements. A minor release is available as a COP file that can be downloaded from the Cisco website and applied to the UCCX system using the CLI or the web interface12
• Engineering special: An engineering special is a patch that addresses a specific issue or customer request. An engineering special is available as a COP file that can be downloaded from the Cisco website and applied to the UCCX system using the CLI or the web interface12

References: 1: Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5 (1) - Unified CCX Upgrade [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Install and Upgrade Guide, Release 11.6 (2) - Unified CCX Upgrade [Cisco Unified Contact Center Express] - Cisco 2

The Cisco Unified Communications Sizing Tool is a web-based tool that helps system engineers to size Cisco Unified Communications solutions, including Cisco Unified CCX. The tool can validate various parameters and requirements for a Cisco Unified CCX deployment configuration, such as the number of agents, supervisors, IVR ports, outbound ports, chat sessions, email sessions, and reporting users. However, the tool cannot validate the following options:

• The number of silent-monitoring and remote-monitoring sessions. Silent monitoring and remote monitoring are features that allow supervisors to listen to the agent’s calls without being heard by the agent or the caller. The tool does not support sizing for these features,as they depend on the network bandwidth and the codec used for the calls. The tool only provides a formula to estimate the bandwidth requirement for silent monitoring and remote monitoring, based on the number of sessions, the codec, and the packet size. The formula is: Bandwidth (kbps) = Number of sessions x Codec bit rate x (1 + Network overhead). For example, if there are 10 silent-monitoring sessions using G.711 codec with a bit rate of 64 kbps and a network overhead of 20%, the bandwidth requirement is: Bandwidth (kbps) = 10 x 64 x (1 + 0.2) = 768 kbps1.
• The number of historical reporting sessions. Historical reporting is a feature that allows users to generate reports on the historical data of the Cisco Unified CCX system, such as agent performance, call statistics, and queue summary. The tool does not support sizing for this feature, as it depends on the number of reporting users, the frequency and complexity of the reports, and the database size. The tool only provides some guidelines and best practices for historical reporting, such as limiting the number of concurrent reporting users to 10, scheduling the reports during off-peak hours, and purging the historical data regularly2.
• The number of ASR and TTS ports. ASR (Automatic Speech Recognition) and TTS (Text-To-Speech) are features that enable voice interaction between the callers and the IVR system, using speech recognition and synthesis technologies. The tool does not support sizing for these features, as they are provided by third-party vendors, such as Nuance or LumenVox. The tool only provides some recommendations and considerations for ASR and TTS integration, such as using MRCPv2 protocol, allocating enough CPU and memory resources, and configuring the network QoS policies3.

References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.2: Silent Monitoring and Remote Monitoring, Page 321 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.4: Historical Reporting, Page 342 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.5: ASR and TTS Integration, Page 353

 Cisco Unified CCX Premium provides the most advanced features and capabilities for contact center agents and supervisors, including IVR scripting, database integration, keystroke macros, CRM integration, outbound preview dialer, and agent email and chat. Cisco Unified CCX Standard and Enhanced do not support keystroke macros, CRM integration, or agent email and chat. Cisco Unified IP IVR does not support agent desktop functions or outbound preview dialer. Cisco Unified CCX Enterprise is not a valid option, as Cisco Unified CCX only comes in Standard, Enhanced, and Premium versions. References: Cisco Unified Contact Center Express 12.5 Data Sheet, [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]

 The correct answer is B. The default script field when adding an application specifies the script that will be executed if there are any problems running the configured script for the application. For example, if the configured script is missing, corrupted, or containserrors, the default script will be executed instead. The default script field is mandatory and must point to a valid script file1.

The other options are not correct because:

• A. When a caller does not enter a choice in a Menu step, it will execute the default script. This is false because the Menu step has its own Timeout branch that determines what to do when the caller does not enter a choice within the specified timeout period. The default script field has no effect on the Menu step2.
• C. When the caller enters a digit in the Menu step that is not defined, the default script will be executed. This is false because the Menu step has its own Unsuccessful branch that determines what to do when the caller enters a digit that is not defined as a valid option. The default script field has no effect on the Menu step2.
• D. When the caller enters a digit that is not checked in the filter of the Get Digit String step, the default script will be executed. This is false because the Get Digit String step has its own Invalid Entry branch that determines what to do when the caller enters a digit that is not checked in the filter. The default script field has no effect on the Get Digit String step3.

References: 1: Cisco Unified Contact Center Express Administration Guide, Release 12.5(1) - Cisco Applications Configuration [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 2: Media Steps [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 3: Input Steps [Cisco Unified Contact Center Express] - Cisco

To troubleshoot a Cisco Unified Contact Center Express engine “Java out of memory” crash, you should perform the following steps:

• Collect the thread dump for Cisco Unified CCX Engine: A thread dump is a snapshot of the state of all the threads that are part of the process. The thread dump will show what each thread is doing, what resources they are holding, and what other threads they are waiting for. This can help identify any deadlocks, loops, or hung threads that could cause memory leaks or high memory usage. To collect the thread dump for Cisco Unified CCX Engine, use the Cisco Unified Real-Time Monitoring Tool (RTMT) and navigate to Trace and Log Central > Collect Files > Select Cisco Unified CCX Engine > Check Thread Dump > Finish. For more information on how to collect the thread dump, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Trace and Log Central, Subsection: Collecting Thread Dumps.
• Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool: The engine heap is the area of memory where the Cisco Unified CCX Engine stores the objects it creates and uses. The engine heap performance data will show how much heap memory is allocated, used, and freed by the engine, as well as the number and frequency of garbage collections. This can help identify any memory leaks, memory fragmentation, or insufficient heap size issues that could cause memory exhaustion or degradation. To collect the engine heap performance data, use the RTMT and navigate to System > Performance > Open Performance Monitoring > Select Cisco Unified CCX Engine > Select Heap Usage and GC Counters. For more information on how to collect the engine heap performance data, see the Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2), Chapter: Unified CCX Engine Heap Usage Monitoring.
• Talk to the customer about the deployment and usage pattern: The deployment and usage pattern of the customer will provide information about the configuration, load, and behavior of the Cisco Unified CCX system. This can help identify any factors that could contribute to the memory issues, such as the number of applications, scripts, sessions, agents, teams, skills, CSQs, triggers, historical reports, etc. The deployment and usage pattern can also help determine the best practices and recommendations for optimizing the system performance and avoiding memory problems. To talk to the customer about the deployment and usage pattern, use the Unified CCX 12.5 Sizing Tool and the Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1) as references.

The following steps are not required or not possible to troubleshoot a Cisco Unified Contact Center Express engine “Java out of memory” crash:

• Check to see if the customer has installed any third party applications: This step is not required, because the Cisco Unified CCX platform does not support the installation of any third party applications. The platform is a closed system that only allows the installation of Cisco-approved software and patches. Any attempt to install third party applications on the platform will cause the system to fail the integrity check and prevent the system from functioning properly. For more information on the platform compatibility and restrictions, see the Cisco Unified Contact Center Express Software and Hardware Compatibility Guide, Release 12.5(1), Chapter: Platform Considerations, Section: Platform Compatibility.
• Collect heap dumps via the Cisco Unified Real-Time Monitoring Tool: This step is not possible, because the RTMT does not provide the option to collect heap dumps for the Cisco Unified CCX Engine. A heap dump is a snapshot of the memory allocation of the process, which shows the objects, classes, and references in the heap. A heap dump can be useful for analyzing the memory usage and finding memory leaks, but it requires a tool that can capture and read the heap dump file. The RTMT can only collect and view trace files, logs, and performance counters for the Cisco Unified CCX Engine. To collect heap dumps for the Cisco Unified CCX Engine, a different tool or method is needed, such as using the jmap command or the [Java VisualVM] tool.
• Check the Cisco Unified CCX Serviceability Control Center: This step is not helpful, because the Cisco Unified CCX Serviceability Control Center only shows the status and allows the control of the Cisco Unified CCX services and components. It does not provide any information or tools for troubleshooting memory issues or crashes. The Control Center can be used to start, stop, or restart the Cisco Unified CCX Engine service, but this will not resolve the root cause of the memory problem. To troubleshoot memory issues or crashes, other tools or methods are needed, such as using the RTMT, the CLI, or the web interface. For more information on the Cisco Unified CCX Serviceability Control Center, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Control Center - Network Services. References:
• Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1)
• Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2)
• Unified CCX 12.5 Sizing Tool
• Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1)
• Cisco Unified Contact Center Express Software and Hardware Compatibility Guide, Release 12.5(1)
• jmap
• [Java VisualVM]
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]8, Module 4: Cisco Unified CCX Maintenance, Lesson 1: Cisco Unified CCX Serviceability and Maintenance, Topic: Troubleshooting Cisco Unified CCX

 The ability to look up customers in Cisco Context Service is provided by the Customer API, which allows you to search for customers by using various parameters, such as customer ID, name, email, phone number, and so on. The Customer API returns an array of customer objects that match the search criteria, along with a pagination token that can be used to retrieve the next page of results if there are more than 100 matching customers. The customer objects contain the customer ID, the customer data fields, and the links to the related activities and requests1, 2 References: Customer API, Customer Object

 Skills-based routing is a method of routing calls to agents based on their skills and competencies. In Cisco Unified CCX, skills are defined as attributes that agents possess, such as language, product knowledge, or technical expertise. Agents can have multiple skills assigned to them, with different competency levels ranging from 1 (lowest) to 10 (highest). Contact Service Queues (CSQs) are logical entities that represent a group of agents who share a common set of skills required to handle a specific type of call. CSQs are associated with one or more skills, and have a minimum competency level for each skill. The agent selection criteria for skills-based routing is defined in the CSQ definition, where the administrator can choose from three options: Most Skilled, Least Skilled, or Resource Pool. These options determine how the system selects the best available agent for a call based on the skill competency levels of the agents and the CSQ. For example, if the CSQ is configured with Most Skilled, the system will select the agent with the highest skill competency level that matches the CSQ requirement. If there are multiple agents with the same skill competency level, the system will use the secondary selection criteria, such as longest available or most handled contacts, to break the tie. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0, Cisco Unified Contact Center Express Administration Guide, Release 12.5(1)

 Cisco Unified Contact Center Express does not support an embedded Internet browser within the Cisco Agent Desktop. The Cisco Agent Desktop is a legacy desktop application that provides call control and agent state management for Unified CCX agents. The Cisco Agent Desktop does not have an embedded Internet browser, but it can launch an external browser to display web pages or applications. However, the Cisco Agent Desktop is deprecated and replaced by the Cisco Finesse desktop, which is a web-based agent and supervisor desktop that supports an embedded Internet browser. The CiscoFinesse desktop is available for all Unified CCX platform sets, including Standard, Enhanced, and Premium. For more information on the differences between the Cisco Agent Desktop and the Cisco Finesse desktop, see the Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1), Chapter: Cisco Unified CCX Desktop Options, Section: Cisco Agent Desktop and Cisco Finesse Desktop Comparison. References:

• Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1)
• Cisco 500-052 Free Practice Exam & Test Training - ITExams.com

In a Cisco Unified Contact Center Express deployment with Cisco Unified Communications Manager Express, the embedded browser feature is disabled on the Cisco Agent Desktop. The embedded browser feature allows the agent to view web pages or applications within the Cisco Agent Desktop window, such as customer information, scripts, or web chat. However, this feature requires the Cisco Unified Communications Manager to provide CTI data to the Cisco Agent Desktop, which is not supported by the Cisco Unified Communications Manager Express. Therefore, the embedded browser feature is not available when using Cisco Unified Communications Manager Express as the call control system. References := Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1) SU3, Chapter 2: Preinstallation Tasks for Cisco Unified CCX, Cisco Unified Communications Manager Express, page 2-11.