Cisco UCCX 11.5 + CUCM 11.5 Integration

Introduction

In this article we will go through the integration process of UCCX (Cisco Unified Contact Center Express) 11.5 with CUCM (Cisco Unified Communications Manager) 11.5. The process will be similar for other software versions as well.

CUCM side:

1. Enable AXL Web Service on CUCM

Go to Cisco Unified Serviceability -> Service activation and make sure Cisco AXL Web Service is activated.

2. Create AXL enabled user on CUCM

Now we need to create an application user with Standard AXL API Access role.

Go to Cisco Unified CM Administration->User Management->User Settings->Access Control Group

Create a new Access Control Group and add Standard AXL API Access role to it.

Now go to Cisco Unified CM Administration->User Management-Application User

Create a new application user (I named it axl_admin) and assign the previously created Access Control Group (in my case AXL_ACG) to it.

3. Create UCCX admin user on CUCM

Go to Cisco Unified CM Administration->User Management ->End User and create a new end user (I named it uccx_admin).

UCCX side:

4. Configure IP of CUCM and AXL admin on UCCX

Go to UCCX webpage. First you will have to enter IP address of CUCM and credentials of AXL enabled user like shown below:

5. Accept Demo License

Click Next to accept 60 days Premium demo license. It will take the server up to 5 minutes to add the demo license, so be patient. Once the file has been validated click Next. You will be able to upload the valid license file later.

6. Component Activation

This web page should show that all components have been activated. You don’t have to do anything. Just click Next.

7. Cisco Unified CM Configuration on UCCX

This page contains some CUCM related configuration.

AXL Service Provider Configuration section should already have the IP address of your CUCM and axl_admin credentials filled in:

Unified CM Telephony Subsystem section should also have IP address listed like shown on the picture below. Besides that we need to provide the name prefix for telephony subsystem users. These users will be created automatically on CUCM.

RmCm Subsystem section should also have IP address listed like shown on the picture below. Besides that we need to provide the name prefix for RmCm subsystem users. These users will be created automatically on CUCM.

Click Next.

8. Language Settings

Choose the desired language and click Next.

9. Select Admin user for UCCX

On User Configuration page select the end user (uccx_admin) we have created in step 3. Click Finish.

10. Result page.

On this page you should see the result of the integration similar to this:

Now you have completed the integration process and have a working UCCX server 🙂