Initial UCCX Configuration, Licensing and UCCX integration with CUCM

If you have been working as a Cisco UC Engineer for more than a year, by now you might have understood the importance of UCCX (Cisco Unified Contact Center Express) or UCCE (Cisco Unified Contact Center Enterprise) in Cisco Voice world. Once UCCX is installed, the first and the foremost step is to begin with the initial mandatory configuration before UCCX can actually integrate with CUCM. It will run through a setup wizard when you first log in to the web interface.

UCCX Initial Setup:

Creation of AXL User in CUCM

Before the wizard is run, AXL user needs to be configured in Cisco Unified Communications Manager.

  • Login to Cisco Unified Communications Manager>
  • Go to User Management >
  • Go to Application User >

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  • Click on Add New >
  • Enter a User ID > AXLAdmin  (Enter User ID as per your choice)
  • Enter Password and Confirm Password > (Enter Password and Confirm Password as per your choice)

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  • Scroll down and click on Add to User Group

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  • Select Standard AXL Users from the User Group and click on Add Selected

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  • Click on Save

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Creation of Username for UCCX Login

  • Go to User Management >
  • Click on End User > Click on Add New >
  • Create an End User in CUCM with a name of your choice which will be used for UCCX Login > CCXAdministrator
  • Create a Password for the End User you are creating.
  • Click on Save

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UCCX Fresh Install Setup

  • Fire UCCX URL on your favorite browser.
  • Unless you are installing a backup from the Pre-Upgrade Tool (PUT) for a Windows to Linux migration, select Fresh Install.
  • Click on Next

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Providing CUCM AXL Information to UCCX

  • Enter Unified CM Server Host Name or IP Address* > 192.168.1.150  (Enter CUCM Hostname or IP Address)
  • AXL Admin User Name > AXLAdmin   (Enter AXL Username that you had created in CUCM – AXL is used to write into CUCM’s database – Example – Creation of CTI Ports or CTI Route Points)
  • Password > Enter AXL Password that you had created in CUCM
  • Click on Next

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Uploading UCCX License

  • Enter a license or zip file name > Click on Browse

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  • Select the license you would like to install (In our example, we are going to use demo license which will be valid for 30 days).
  • Click on Open

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  • Click on Next
  • Ensure that you get message Validation completed. Please click on Next to continue.
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    Component Service Activation

  • Please be patient while the status of the components becomes Activated
  • Once you see them Activated,click on Next

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Publisher Activation

  • Click on Next again

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Providing RmCM, JTAPI User information

  • Under Unified CM Telephony Subsystem > Select the Available CTI Manager and click on the Left Arrow Key to move it to the Selected CTI Manager from Available list.
  • Enter User Name > uccxCTI (JTAPI ensures communication between in the CRS engine in UCCX and CUCM (CTI Manager)
  • Enter Password > Enter a Password
  • Under RmCM Subsystem > Select the Available CTI Manager and click on the Left Arrow Key to move it to the Selected CTI Manager from Available list.
  • Enter User Name > uccxRmCm (The Unified CCX Resource Manager (RM) uses a Unified CM/Unified CME Telephony user (called the RmCm Provider) to monitor agent phones, control agent states, and route and queue calls)
  • Enter Password > Enter a Password

(Note: RmCM and JTAPI User will be automatically created in CUCM)

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  • Click on Next

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  • Click on Next

    Providing System Parameters Configuration

  • Number of HR session licenses* > Enter a number of your choice (The number of Historical Reporting sessions that can be supported with this system configuration. This denotes the number of historical reporting clients that can be started simultaneously on different client machines)
  • Recording Count* > Enter a number of your choice (The maximum number of simultaneous sessions that are supported with this system configuration. This value cannot be greater than the number of seats)
  • Number of outbound seats* > Enter a number of your choice (The maximum number of preview outbound seats that can be configured is the limited by either the Premium Seat Count or the hardware limit, whichever is the least. If there is an invalid entry during configuration, an error message is displayed)
  • Codec > Leave Default (In Unified CM deployments, the codec parameter is configurable but in Unified CME deployments, the codec parameter is not configurable and is always G711)
  • Click on Next

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Providing Language Configuration

  • IVR Language Configuration > Select appropriate language Group Default and checkbox Country Specific.
  • Click on Next

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Associating UCCX Administrator User

  • Click on Search >
  • From Cisco Unified CM Users, select CCXAdministrator (the username you had created in CUCM for UCCX Login shown in the initial steps above) and click on the Left Arrow key to move it to Cisco Unified CCX Administrator.
  • Click on Finish.

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  • Once Finished, you will see Cisco Unified CCX Setup Result Information page:

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  • Close the browser
  • Fire UCCX URL again in your favorite browser
  • Login with the User ID and Password that you had created in Cisco Unified Communications Manager for UCCX Login. In our example, we used “CCXAdministrator
  • Since we have used demo license, we will receive a popup message which says “x number of days remaining” every time we login to UCCX.
  • Click on OK

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Integration between CUCM and UCCX (CTI Ports)

Creation of Call Control Group

  • Navigate to Subsystems >
  • Navigate to Cisco Unified CM Telephony >
  • Click on Call Control Group >

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Call Control Group Configuration

  • Click on Add New >
  • Group ID* > Leave it default
  • Description > Leave it default unless you have something specific to define
  • Number of CTI Ports* > Enter a number of your choice (Number of CTI Ports assigned to the Call Control Group)
  • Media Termination Support > Select Yes or No as per your requirement
  • Group Type* > Inbound
  • Device Name Prefix* > Enter a Prefix of your choice (The Device Name Prefix (DNP) used in the name that will be given all of the CTI Ports in this group)
  • Starting Directory Number* > Enter Unique Directory Number number range you wish to assign to the CTI Ports
  • Device Pool > Select appropriate Device Pool
  • DN Calling Search Space > Select appropriate CSS
  • Location > Select appropriate Location
  • Partition > Select appropriate partition

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  • Click on Add

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Verification of CTI Ports in CUCM

  • Login back to Cisco Unified Communications Manager
  • Go to Device > Phones >
  • Click on Find
  • Ensure that all the CTI Ports are Registered

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That’s all! You are done with the UCCX Initial setup, licensing and integration between CUCM and UCCX.

2 thoughts on “Initial UCCX Configuration, Licensing and UCCX integration with CUCM”

  1. Andrew Chyun says:

    When you enable Media Termination Support, what does that acheive? I understand the use of enabling MTP on say sip trunks but that hairpins media to the media termination point. If you enable this for the uccx call control group, does it hairpin all CCX calls to the CTI ports? I have a problem with UCCX transfers in general, I am thinking this may fix it but the documentation isn’t clear.

  2. Denis says:

    Thanks!!! Excelent information friend.

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