Product Configuration

Users list configuration

For each user who wants to run the Imagicle UCX Console, relevant user mut be available in the UCX Suite users' list with the following information:

• Username: required to login the console client if UCX Suite local authentication is selected
• Password: required to login the console client if UCX Suite local authentication is selected
• First name and Last name: Operator's name and surname
• First Extension number: this is the extension number or MS SIP URI associated to the operator.
• Console License Type: available options are:
  • BAP = UCX Attendant Console Professional
  • BAE = UCX Attendant Console Enterprise
  • AG1 = UCX Agent Console Advanced 1
  • AG2 = UCX Agent Console Advanced 2
  • AG3 = UCX Agent Console Advanced 3

The following information may be needed under certain conditions:

• Active Directory username: required if an Active Directory authentication is used. E.g. john.smith
• Domain: the fully qualified domain name, required if Active Directory authentication is used. E.g. company.com
• Device name (Cisco UCM only): User's device name (SEPxxxxx, CSFxxxx, etc.). This is required if the first extension number of the user is a shared line (i.e. configured on multiple phone devices).
• PBX username: This is the operator's username, as configured in the calling platform.
• Preferred device name (Cisco UCM only): To be populated with the device name, when operator uses a Jabber or Webex client (CSFxxxx) to answer calls from UCX Console.

Warning: if the server can't control the user's primary extension through CTI or calling platform APIs, or if the primary extension is not set, the user can't run the UCX console client.

CTI configuration and device association on Cisco UCM

In order to work properly, Imagicle embedded CTI Server needs:

• To control the user's phone primary line
• To monitor the status of other telephones (Busy Lamp Field feature)

Such extensions must be monitored by the Imagicle CTI Server through TAPI association. The procedure is detailed here. Hence, in CUCM you need to configure the dedicated UCX Suite application user (ImagicleCTI) including:

• All phone devices controlled by UCX console clients
• (optional) all phone devices you wish to monitor for BLF purposes

Note for Cisco users: only IP Phones running SCCP and SIP protocols are supported by the UCX Console client. Analog devices or Cisco 39xx phones are not CTI-enabled and therefore they can't be used.

Numbering Plan Parameters

Calls placed or received by UCX Console are affected by the numbering plan parameters. Those are configured in the UCX Suite server and could transform the calls calling or called number.
The following parameters affect the console client behavior:

• Internal Phone Number Patterns
• Outgoing Prefix
• Incoming Prefix
• Local country code

Their meaning is described here.

UCX Console First Time Login

First time you launch UCX Console client:

• The application prompts you to enter the FQDN or IP address of Imagicle UCX Suite server. For HA environments, please enter Primary Imagicle Server’s IP/FQDN
• Starting from 2021.Winter.1 release, a “Secure connection” flag is included. If selected, UCX Console connects to UCX Suite through a secure, TLS 1.2 encrypted TCP session on port 51235.

• Once Connection options are saved, you are prompted to enter your username.

• If UCX Suite is synched with Active Directory, you just have to enter your Windows login credentials
• If Single Sign On is enabled, then you can enter the proper SSO username

SSO Login using Microsoft Conditional Access not supported

If the UCX Console is used in an environment where MS Conditional Access is enabled, then the UCX Console SSO login fails, because the UCX Console does not provide the required "Device ID" upon multi-factor authentication.

Digital Certificate requirements for encrypted connections (2021.Winter.1 and above)

Encrypted TLS 1.2 connection between Imagicle UCX Console and UCX Suite server(s) requires to use trusted Digital Certificates.
The certificate used to secure the communication channel between the UCX Console client and the server is the same used by the WEB portal. Therefore, if you need to deploy a trusted certificate, follow the same instructions needed to deploy a trusted certificate for the suite web portal. 

Please find below the rules for a proper certificates deployment:

• If you set a FQDN name in Connection options:
  • Every Imagicle UC Suite node must have own Certificate, where Subject Alternate Name (SAN) should include the FQDN (wildcard is acceptable, to avoid different Certificates for different Imagicle HA nodes). More info here.
  • If you decide to deploy a Trusted Certificate:
    • You don't have to install it on operators' workstations. Only on UC Suite node(s)
    • No additional actions required for both stand-alone or HA environments, leveraging DNS SRV or not.
  • If you decide to deploy a self-signed Certificate:
    • You must install it on both UC Suite node(s) AND operators' workstations.
    • No additional actions required for both stand-alone or HA environments, leveraging DNS SRV or not.
• If you configure an IP address in Connection options:
  • Any Digital Certificate, Trusted or self-signed, can be used.
  • No need to install it on operators' workstations.

Pause Reasons

Imagicle UCX Console supports the possibility for an operator to specify a pause reason, that can be selected among the ones configured by the Administrator.

In order to configure a  pause reason, it is required to edit file “PauseReasons.txt”, located in the <IAS_INSTALLATION_FOLDER>\Apps\QME\ Settings path. (Where <IAS_INSTALLATION_FOLDER> is usually c:\Program files(x86)\StonevoiceAS

NOTE. This file is empty by default and is subject to replication.

Reasons have to be specified in the file, one per line. Empty or space-only reasons will not be considered. In below sample, three pause reasons are configured.

There are three possible configuration scenarios:

• Empty configuration file (default):
  • No change of interaction on UCX Console Clients or on the web
• Configuration file with only one reason specified:
  • No interaction changes on UCX Console clients or on the web; when the agent sets himself in pause, the reason is displayed (see the following paragraphs for more details).
• Configuration file with more than one reason:
  • On UCX Console Clients and on the web page when the agent wants to put himself in pause state, he must select from a menu one of the available reasons. The selected one will then be shown on screen (see the following paragraphs for more details)

Reasons can be added, changed or removed without having to restart the UCX Suite services or UCX Console clients. Changes are available in the system within two minutes after the file editing. 

Limitations

• Possible reasons are specified by the administrator by editing a configuration file. At the moment there is no GUI to edit this file.
• Reasons are not internationalized
• The motivation for a paused entry is not historicized, nor is there any reporting available.