Create a new CCX User

Create New CCX User.

Part 1 – Call Manager Side.

I make CCX users as a generic name associated with the department, ie CS-1 for Centralized Scheduling. Don’t want to use the User’s ID because people change phones and jobs and so that the password doesn’t change.
So go to Call Manager>User Management>End User.
Choose Add New in the upper left.
In the User ID field, type in the new user name you need, like CS-17, FMM-9, BC-6.
To see where what the next user would be, search for a like user, in User Management>End User and search by Last Name or User ID and see what the last user was.
After typing in the new User Id, in both the Password and Confirm Password Field, type in ‘stclaire’.
Then type in the new User Name again in the Last Name field. Then Click Save.
Scroll Down to Device Information and Click on the Device Association button beside Controlled Devices.
On the page, Choose Directory Number from the Drop Down menu beside the word ‘where’. Don’t change the next drop down that says ‘ begins with’. Then type in the extension of the phone that is going with to used with this User. Put a check in the box beside the phone, Click Save, then Back to User from the Related Links dropdown and click Go.
Under Directory Number Associations, the second drop down is IPCC Extension. The drop down will show the extension associated with the phone you chose. Choose that extension.
Scroll to the bottom to Permissions Information. Choose the Add To Access Control Group.
In the pop up, if nothing is listed, just click Find, don’t type anything in the field.
Check a check in the box beside Standard CCM End Users and Standard CTI Enable. Then choose Add Selected.
Pop up should go away and those two groups should be listed in the Groups box.
Click Save at either the bottom or the top of the screen.
At this point, the user should show up on the CCX Server.
If the phone itself hasn’t been used for CCX before, you’ll need to do one more step.
In Call Manager>User Management>Application User, click Find beside the empty field and click on ‘rmcm’
In the middle beside Device Information>click on Device Association.
In the first drop down chose Directory Number and in the blank field, type in the extension and click Find
It could possibly already be there as Call Manager might remember the last phone you looked at.
If the check mark in not already checked beside the phone, click on it to put the checkmark there.
Click Save Selected/Changes. Then Back to User in the far right and click Go.

Part 2 – CCX Side.

Login to CCX. 10.1.213.112, you have to use IE and add that ip to the Compatibility View Settings.
Go to Subsystems>RmCm>Resources
So in this list, the new user should be listed with the others and more than likely will be at the very bottom
The next step, you should click on a like user and screenshot the information.
Then click on the new user and make it just like the user you copied.
Fill in the Resource Group, Team, and Assigned Skills.
For Assigned Skills, click on the queue they need to be from the list and click the top arrow pointed to the left to move it to the other box.
Usually the skill level will the same as the user copied. You’ll see the level number beside the queue name. To change it, highlight the queue that is under Assigned Skills and click the Competence Level drop down to choose the desired level and it will change the number beside the queue name.
Click Update.

Part 3 – Setting the Phone up so it can login to the queue.

In Call Manager, go to Device>Phone.
Search for the extension of the phone. Again, could possibly already be there if you searched for it previously.
Click on the phone.
In the upper right corner drop down, choose Subscribe/Unsubscribe Services and click Go.
In that pop-up, in the drop down beside Select a Service, choose Icd_Agent_Services.
Click Next and then click the Subscribe Button.
Choose One Button Login from the Select a Service drop down and hit Next
Type in the phone extension in the Ext field.
Type in the User Id you created in the ID field.
Type in ‘ stclaire ‘ in the Pwd field.
Click on the Subscribe button.
That phone will update and after a few seconds, the user should be able to login, choose Ready and be able to take calls.