About This Show Me How

In previous versions of the Unified Contact Center Express dCloud demonstrations, you needed to pick a specific script based on whether you were using Cisco IP phones or Cisco Jabber softphones for your agent communications devices. These different Demo Guides also had different users listed for each scenario. Starting in the Unified Contact Center Express demonstration, end users can now provision and use either device in the same Demo Guide, with the same users as agent and supervisor. Follow this guide if you are provisioning IP phones for the demonstration users. If you are using Cisco Jabber only, you can just continue your demonstration without following these steps.

Steps:

1. Plug in any IP phones you will be provisioning into your Cisco dCloud router and wait for them to begin the auto-provisioning process. Choose either Step 2 – IP Phones or Step 3 – TelePresence Devices, based on the endpoints you plan on using.

The first phone you provision should be for the agent, Croften Hegarty, at extension 1087. The second phone you provision should be for the supervisor, Shannelle Macks, at extension 1088. Do these one at a time.

2. Cisco IP Phones
   • Connect your phone to the Cisco dCloud router.
   • Perform a factory reset by going to Settings > Administrator Settings > Reset Settings > All Settings > Reset.
   • Wait for the device to reboot and provision with the extension 1087.
   • Your phone has now been auto-provisioned by the Cisco Unified Communications Manager.
   • Repeat these steps to provision each additional phone for the demonstration.
3. Cisco TelePresence Devices
   • Connect your TelePresence device to the Cisco dCloud router and power supply. Allow the device to boot.
   • On the touchpad, tap the Settings icon and then tap Administrator > Reset > Factory Reset. Confirm by tapping Do Factory Reset. Your device will now reset and restart.
   • The Configure Your TelePresence Unit prompt appears. Choose Cisco UCM and tap Next.
   • Enter the IP address of the Cisco Unified Communications Manager server at the next prompt. This is typically 198.18.133.3. Check the demonstration topology to verify this address for your specific demonstration. Tap Register.
   • If successful, you will see a message stating, “Your EX90/60 has now been registered and is ready for use. Your contacts can reach you on the following URL: 1087@dcloud.cisco.com. Tap OK.
   • Once the TelePresence device has reset, confirm the correct extension is showing in the display.
   • Repeat these steps to provision each additional TelePresence device for the demonstration.
4. Access demonstration Workstation 3 using your local RDP program or Cisco dCloud Remote Desktop Client [Show Me How].
   • Workstation 3 (198.18.133.38) – User: dcloudsmacks, Password: C1sco12345
5. Open the Firefox web browser and from the dCloud homepage, navigate to Collaboration Admin Links > Cisco Unified Communications Manager (https://198.18.133.3)
   • Login as administrator with password C1sco12345
6. Click Device > Phone.
7. Create a search where Description, Contains, auto and then click Find.
8. Be sure that the first phone, Auto 1087, is showing in this list.
9. Click the MAC address for this phone.
10. Scroll down to the Product Specific Configuration Layout
11. Enable both the Cisco Camera and Video Capabilities (if present)
12. Click Apply Config and then Save.
13. Click User Management > End User.
14. Click Find to bring up a list of all users in the system.
15. Click chegarty, to bring up Croften Hegarty’s user information.
16. In the Device Information section, click Device Association.
17. Set the search to be Find User Device Association where Directory Number, begins with, 1087. Click Find.
18. Click the check box next to the phone you auto-provisioned and then click Save Selected/Changes.
    

19. At the top right, click Go next to Back to User.
    

20. Verify that the MAC address for your new phone is now shown under the Controlled Devices
21. Scroll down to the Directory Number Associations section and change the Primary Extension and the IPCC Extension drop downs to 1087 in Everyone. You would leave this as 1082 if you were using Cisco Jabber.
22. Click Save in the upper left corner.
23. Click User Management > Application User.
24. Click Find to bring up the full list.
25. Click JTAPICD.
26. Click Device Association.
27. Configure a search where Find Phone where Directory Number, contains, 1087. Click Find.
28. Click the check box next to the phone you auto-provisioned and then click Save Selected/Changes.
29. At the top right, click Go next to Back to User.
30. Verify that the MAC address for your new phone is now shown under the Controlled Devices
31. Click Save in the upper left corner.
32. Repeat Steps 6 – 27 for the supervisor, Shannelle Macks (smacks) at extension 1088.
33. Test that these extensions are added to the users by logging into Cisco Finesse on each user’s workstation. Open Firefox and from the homepage click Customer Collaboration – Express Links > Finesse Desktop. It may take up to 10 minutes for these extensions to synchronize throughout the system.
    • Workstation 3 – Shannelle Macks
      • ID – smacks
      • Password – C1sco12345
      • Extension – 1088
    • Workstation 4 – Croften Hegarty
      • ID – chegarty
      • Password – C1sco12345
      • Extension – 1087