[cisco-voip] UCCX Serviceability Feedback

[Erick B.]

HI Ryan,

Thanks for the reply and information. I see where you are coming from on
the authentication side.

For the second part about application parameters, one client mentioned it.
Just thought I'd mention it. These matters I've addressed through scripts
and using XML files and having a admin script they call into to change
settings etc which is better way to go.


On Tue, Mar 26, 2013 at 7:24 AM, Ryan LaFountain (rlafount) <
rlafount at cisco.com> wrote:

>   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>
> Date: Wednesday, March 20, 2013 2:11 PM
> To: Ryan LaFountain <rlafount at cisco.com>
> Cc: "cisco-voip at puck.nether.net" <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> 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
>> Email: rlafount at cisco.com
>> Hours: M ­ F 9:00am ­ 5:00pm
>>
>>
>>
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>>
>
>
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