[cisco-voip] UCCX Serviceability Feedback

[Ryan LaFountain (rlafount)]

Hi Erick,

Thanks for the great feedback.

I actually brought your first point up in our first serviceability review for UCCX 10.0. I too lobbied for either a special role to grant users to be allowed into RTMT or to automatically grant AppAdmin Administrators access.

The issue is that RTMT (and CUCM on which RTMT is designed) really has no concept of authenticating via AXL for RTMT logins. UCCX would have to authenticate RTMT logins with CUCM via AXL because these are UCCX end users (as opposed to the single Application User that is created during install time). As a result, we (UCCX) would have to build some connector at the VOS level between the RTMT login architecture and the UCCX authentication architecture with CUCM. This, as you can imagine, would be a good amount of work.

Looking into the future, Prime Assurance is on the horizon and coming fast. UCCX will be on boarded to Prime as it already utilizes the underlying serviceability architecture provided with VOS/CUCM which Prime can consume. Prime will allow for independent authentication/user management outside of a specific product, so the enhancement to RTMT will be unneeded.

Although Prime Assurance won't integrate UCCX for another couple of releases, it was determined that we would hold onto this requirement for now and solve the issue with Prime instead of investing in building a whole new authentication structure for RTMT.

I've also documented your second request regarding the ability for Supervisors to manage Application parameters. To get a better idea of the impact of this, can you describe how many customers you personally have worked with that have requested this feature? How often administrators currently have to modify Application parameters on their Supervisors behalf?

Thank you,

Ryan LaFountain
Unified Contact Center
Cisco Services
Direct: +1 919 392 9898
Email: rlafount at cisco.com
Hours: M – F 9:00am – 5:00pm

From: "Erick B." <erickbee at gmail.com<mailto:erickbee at gmail.com>>
Date: Wednesday, March 20, 2013 2:11 PM
To: Ryan LaFountain <rlafount at cisco.com<mailto:rlafount at cisco.com>>
Cc: "cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>" <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: Re: [cisco-voip] UCCX Serviceability Feedback

Good ideas.

 I would like to be able to login with RTMT with account with UCCX Administrator role instead of just that account set up during install no one uses other then for RTMT use and thus sometimes the credentials for that account are sometimes forgotten.  Or maybe add a new role for serviceability/RTMT use and then users with that role can use RTMT with their AD log in as well.

Another nice thing would be to another role where supervisors could see/change Application parameter settings like they can for changing peoples skills without being a full administrator.

Erick



On Wed, Mar 20, 2013 at 10:32 AM, Ryan LaFountain (rlafount) <rlafount at cisco.com<mailto:rlafount at cisco.com>> wrote:
Hi All,

We're continually conducting serviceability review for the UCCX product
and would like your feedback.

Recently, we've rolled out some important serviceability features in UCCX
9.0 including the ability to login to AppAdmin without authenticating with
CUCM using the Application credentials set at installation time.

We have some enhancements queued up for integration into 10.0 around
reducing the need for root access when working with TAC or troubleshooting
certain issues.

We're looking for other ways to improve serviceability within the product.
This could include enhancements to the product itself or the
documentation.

I look forward to hearing from you!

Thank you,

Ryan LaFountain
Unified Contact Center
Cisco Services
Direct: +1 919 392 9898<tel:%2B1%20919%20392%209898>
Email: rlafount at cisco.com<mailto:rlafount at cisco.com>
Hours: M ­ F 9:00am ­ 5:00pm



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