# Setting up an inbound queue in Unified Contact Center Express

For A Unified Communications or contact center administrator configuring voice queues in Cisco Unified Contact Center Express.

Canonical: https://warmtransfer.net/guides/uccx-inbound-queue-setup

Last verified: 2026-09-30

Unified Contact Center Express (UCCX) queues incoming calls through Contact Service Queues (CSQs) and distributes them to agents who sign in through Cisco Finesse[^26][^33]. The UCCX provisioning workflow sequences agent configuration in Unified CM, telephony and resource management setup, queue definition, script application provisioning, and trigger creation[^13].

## Before you start

The UCCX 15.0 provision checklist establishes the deployment sequence: configure Unified CM agent users, configure the Unified CM Telephony subsystem, provision the RmCm provider, create resource groups, create skills, assign agents to pools, create CSQs, and configure teams[^13].

Confirm the system license:
- UCCX 15.0 packages comprise Unified IP IVR, Unified CCX Flex Standard, and Unified CCX Flex Premium[^43].
- Cisco Script Applications are available across all three packages[^43].
- The Flex Standard agent license covers inbound voice and outbound direct preview[^34].
- Flex Premium is required for HTTP triggers and the Database, eMail, HTTP, MRCP ASR/TTS, Outbound, and Voice Browser subsystems[^45].

## What changes by situation

- How should agents be selected for this queue? Resource group; Skills and competency.
- Which script will the application run? A bundled sample script; A custom script.

## Step 1: Prepare agent users and phones in Unified CM

### Do
In Unified CM Administration, navigate to User Management > End User to create or update each agent user[^71]. For a single-line agent phone, select the same extension as both the Primary Extension and the IPCC Extension under Directory Number Associations[^41]. Associate the agent's phone device with the end user[^28].

Ensure that an IPCC extension is not assigned to more than one device, and do not assign two lines with the same extension in different partitions on an agent phone[^40]. When Cisco Finesse is used, configure Maximum Number of Calls to 2 on every agent phone[^32]. Associate the device with the UCCX RmCm provider application user in Unified CM[^28].

### Verify
Open Subsystems > RmCm > Resources in UCCX Administration; only agents with an assigned IPCC Extension appear in this list[^48]. Cisco notes that after adding an agent, you must wait 10 minutes for Unified CCX to synchronize automatically[^4].

### Rollback
Suggested rollback: Disassociate the phone device from the RmCm provider application user and clear the IPCC Extension assignment on the end user record.

## Step 2: Confirm the RmCm provider

### Do
Navigate to Subsystems > RmCm > RmCm Provider in Unified CCX Administration to inspect the primary and secondary CTI Manager entries and the user ID[^50]. The RmCm provider must be provisioned for the RmCm subsystem to enter service[^49]. The RmCm user configured in Unified CCX Administration updates automatically in Unified CM[^51].

### Verify
Suggested check: Verify that the RmCm provider page displays configured CTI Manager hosts and an active user ID.

## Step 3: Create the agent pool objects

**Resource group**

### Do
Navigate to Subsystems > RmCm > Resource Groups, select Add New, enter a group name, and select Add[^47].

### Verify
Confirm the newly created group is listed on the Resource Groups page[^47].

### Rollback
Delete the resource group from Subsystems > RmCm > Resource Groups[^46]. A deleted resource group is removed automatically if it is not associated with any agents and CSQs[^46].

**Skills and competency**

### Do
Navigate to Subsystems > RmCm > Skills and select Add New[^63]. Enter the skill name without unsupported special characters, which include apostrophes, @, $, %, &, *, parentheses, quotes, periods, slashes, commas, and hashes[^62]. A UCCX 15.0 system supports a maximum of 150 skills[^61].

### Verify
Confirm the skill appears in the list under Subsystems > RmCm > Skills[^63].

### Rollback
Delete the skill from Subsystems > RmCm > Skills[^60]. A deleted skill is removed automatically if it is not associated with any agents and CSQs[^60].

## Step 4: Assign agents to the pool

**Resource group**

### Do
Navigate to Subsystems > RmCm > Resources and select the agent[^2]. On the Resource Configuration page, assign the agent to a group using the optional Resource Group field[^2]. The Automatic Available setting defaults to Enabled and returns the agent to Ready automatically after completing a call[^8].

### Verify
Suggested check: Reopen the agent's Resource Configuration page and confirm the Resource Group selection persists.

### Rollback
Suggested rollback: Clear the Resource Group field selection on the agent's Resource Configuration page.

**Skills and competency**

### Do
Assign skills and competence levels (ranging from 1 for Beginner to 10 for Expert) on the agent's Resources page, or perform bulk assignments under Subsystems > RmCm > Assign Skills[^59][^3]. Up to 50 skills can be assigned per agent[^3]. Automatic Available defaults to Enabled and returns the agent to Ready automatically after call termination[^8].

### Verify
Suggested check: Verify assigned skills and competency levels on the agent's Resources page.

### Rollback
Suggested rollback: Remove the assigned skills from the agent on the Resources page or via Subsystems > RmCm > Assign Skills.

## Step 5: Create the Contact Service Queue

**Resource group**

### Do
Navigate to Subsystems > RmCm > Contact Service Queues and select Add New to launch the two-page configuration[^26]. On page 1, enter CSQ Name, set CSQ Type to Voice, configure Automatic Wrapup, Wrapup Time, Service Level (target seconds queued before connecting), Service Level Percentage (target share of contacts meeting it), Prompt, and set Resource Pool Selection Model to Resource Group[^21][^22][^24]. Each agent can belong to a maximum of 25 CSQs[^1].

On page 2, select the resource group from the drop-down menu[^23]. Select a criterion: Longest Available, Linear (next available agent by order in the Resources list), Circular (next available agent continuing from the last selected), Most Handled Contacts, or Shortest Average Handle Time[^17][^20].

### Verify
Suggested check: Confirm the CSQ appears in the Contact Service Queues table. Note that CSQ changes take effect only when all agents affected by the changes have left the Ready state[^16].

### Rollback
Delete the CSQ from Subsystems > RmCm > Contact Service Queues[^19]. When a CSQ is deleted, the resource groups associated with it are automatically removed from the CSQ[^19].

**Skills and competency**

### Do
Navigate to Subsystems > RmCm > Contact Service Queues and select Add New to open the two-page configuration[^26]. On page 1, set CSQ Name, CSQ Type to Voice, Automatic Wrapup, Wrapup Time, Service Level, Service Level Percentage, Prompt, and select Resource Skills as the Resource Pool Selection Model[^21][^22][^24]. An agent can belong to at most 25 CSQs[^1].

On page 2, add the required skills, setting a minimum competence level (1 to 10), optional weights from 1 to 1000, and ordering skills with arrow icons[^59][^25]. Select a selection criterion: Longest Available, Most Handled Contacts, Shortest Average Handle Time, Most or Least Skilled, Most or Least Skilled by Weight, or Most or Least Skilled by Order[^18].

### Verify
Select the Show Resources icon on page 2 to verify the list of agents meeting the criteria[^25]. CSQ configuration changes take effect only after all affected agents have left the Ready state[^16].

### Rollback
Delete the CSQ from the Contact Service Queues list[^19]. When a CSQ is deleted, associated skills are automatically removed from the CSQ[^19].

## Step 6: Configure the agent team

### Do
Navigate to Subsystems > RmCm > Teams and click Add New to configure a team with a mandatory primary supervisor, optional secondary supervisors, assigned resources, and assigned CSQs[^64]. Agents not assigned to another team remain in the undeletable Default team[^65].

### Verify
Suggested check: Confirm the team configuration displays the assigned primary supervisor, resources, and CSQ.

### Rollback
Delete the team under Subsystems > RmCm > Teams[^64]. Agents assigned to a deleted team revert to the Default team[^65].

## Step 7: Prepare the script

**A bundled sample script**

### Do
Use the bundled sample script (such as icd.aef), which accepts a call, plays a welcome prompt, and either connects the call or queues it while playing a periodic still-in-queue prompt[^38]. Cisco states sample scripts are bundled only as samples and are not supported by Cisco[^54].

### Verify
Suggested check: Verify the sample script file is visible in repository storage or accessible from the application management interface.

**A custom script**

### Do
Download the Unified CCX Editor from Tools > Plug-ins via Windows installer or JNLP web launcher[^29]. In the Editor, create a script with a Select Resource step configured with a String variable or expression as its CSQ target[^57]. When Connect is set to Yes, handle both Connected and Queued output branches[^56]. The Timeout setting defaults to 10 seconds and supports values up to 90 seconds[^58]. Mark the CSQ variable as Parameter in the Editor so it can be overwritten in the application configuration[^44].

Upload the `.aef` file under Applications > Script Management by browsing to the file and clicking Upload[^55].

### Verify
Suggested check: Verify that the uploaded `.aef` file appears in the script repository table under Applications > Script Management.

### Rollback
Delete the uploaded `.aef` script file from Applications > Script Management[^55]. Cisco cautions that deleting a repository folder removes it permanently and renders it unavailable to the system[^35].

## Step 8: Create or reuse a call control group

### Do
Navigate to Subsystems > Cisco Unified CM Telephony > Call Control Group to view, add, modify, or delete call control groups[^9][^12]. Enter the mandatory Number of CTI Ports and Device Name Prefix, define the Starting Directory Number, and configure Group Type (Inbound or Outbound), Media Termination Support (Yes or No), and Device Pool[^11][^12]. Saving the call control group creates the corresponding CTI ports[^10].

Under Subsystems > Cisco Media, configure a Cisco Media Termination dialog group with Group ID, Description, and Maximum Number of Channels[^14]. Cisco advises provisioning approximately 10 percent more Cisco Media Termination channels than CTI ports[^15].

### Verify
Check the Cisco Unified CCX tab in RTMT under Call Control Groups and CTI Ports to verify port creation and group state[^52].

### Rollback
Delete the call control group from Subsystems > Cisco Unified CM Telephony > Call Control Group[^9].

## Step 9: Create the Cisco Script Application

**A bundled sample script**

### Do
Navigate to Applications > Application Management > Add New and select Cisco Script Application[^6]. Configure Name, ID, Maximum Number of Sessions, Description, Enabled (set to Yes), Default Script, and choose the bundled script from the Script drop-down[^6]. In the field, practitioners commonly point an application at a queue by ticking the script's CSQ parameter checkbox and typing the CSQ name[^7][^36].

### Verify
Suggested check: Verify that the application saves and lists the configured CSQ parameter override value.

### Rollback
Suggested rollback: Disable or delete the application under Applications > Application Management.

**A custom script**

### Do
Navigate to Applications > Application Management > Add New to configure a Cisco Script Application with Name, ID, Maximum Number of Sessions, Description, Enabled, Default Script, and select the uploaded script[^6]. Variables marked Parameter in the script display under the drop-down; select the checkbox next to the CSQ parameter to override its default value with the exact name of the CSQ[^7][^44].

### Verify
Suggested check: Confirm that the application saves and displays the specified CSQ override value.

### Rollback
Suggested rollback: Set Enabled to No or delete the application under Applications > Application Management.

## Step 10: Add the Unified CM Telephony trigger

### Do
From the application configuration screen, select Add New Trigger in the left navigation, or navigate directly to Subsystems > Cisco Unified CM Telephony > Triggers[^5][^69]. Configure Directory Number, Language, Application Name, Device Name, Description, Call Control Group, Maximum Number of Sessions, and Idle Timeout[^69]. Maximum Number of Sessions limits the simultaneous calls on the trigger[^68].

The directory number may begin with a plus sign for E.164 and contain up to 15 characters[^67]. Overlapping wildcard CTI route points are not supported, though a wildcard route point may overlap with a full DID pattern that contains no wildcard[^72][^73].

### Verify
Saving the trigger creates the specified CTI route point in Unified CM[^66]. Confirm the trigger in the RTMT Triggers view[^52]. If synchronization issues occur, run Subsystems > Cisco Unified CM Telephony > Data Synchronization to synchronize users, triggers, route points, and call control groups between Unified CCX and Unified CM[^27].

### Rollback
Delete the trigger under Subsystems > Cisco Unified CM Telephony > Triggers[^70].

## Step 11: Sign in an agent and verify queue delivery

### Do
Have an agent access `https://<Finesse server FQDN>:8445/desktop` and enter their username (agent ID or user ID), password, and phone extension[^33]. Five consecutive failed sign-ins lock the account for 5 minutes[^31]. Upon sign-in, the agent is in the Not Ready state and must manually change to Ready to receive calls[^30]. In the field, practitioners run a smoke test by placing a call to the trigger number from another phone[^37].

### Verify
In the field, practitioners verify that the prompt plays and the call routes to the Ready agent[^37]. Live operational status can be monitored using the Real-Time Reporting Java application downloaded from the Tools menu[^53]. An agent's license consumption depends on their configured skills and their Finesse desktop sign-in status[^42].

### Rollback
Suggested rollback: Set the agent state to Not Ready and sign out of the agent desktop.

## Applicability

Applies to: Cisco Unified Contact Center Express, Cisco Unified Communications Manager, and Cisco Finesse. Deployments: on-premises. Sources checked 2026-09-30. UCCX 15.0 packages comprise Unified IP IVR, Unified CCX Flex Standard, and Unified CCX Flex Premium[^43]. Direct standard upgrade to Release 15 is supported from Release 12.5 and 14 (and their SUs)[^74]. See also [Cisco unified cm](https://warmtransfer.net/knowledge/cisco-unified-cm).

## What remains uncertain

Whether deleting a Unified CM Telephony trigger in UCCX automatically deletes the associated CTI route point from Unified CM is not covered by the sources below. Specific maximum CSQ limits by server hardware profile are not covered by the sources below.

## Sources

[^1]: Each agent can belong to a maximum of 25 CSQs. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Contact Service Queue Configuration note. Checked 2026-09-30.
[^2]: The Resource Configuration page has an optional Resource Group field that associates the agent with one resource group. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Resource Configuration field table, Resource Group. Checked 2026-09-30.
[^3]: Skills with competency levels are assigned to an agent on the agent's Resources page or in bulk through Subsystems > RmCm > Assign Skills, up to 50 skills per agent. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Agent Configuration, Assign Skills. Checked 2026-09-30.
[^4]: After an agent is added, Cisco says to wait 10 minutes for Unified CCX to synchronize automatically. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Agent Configuration note. Checked 2026-09-30.
[^5]: After an application is saved, an Add New Trigger link appears in the left navigation for adding a Unified CM Telephony or HTTP trigger. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration, Add New Cisco Script Application, after save. Checked 2026-09-30.
[^6]: A Cisco Script Application is added under Applications > Application Management > Add New with Name, ID, Maximum Number of Sessions, Script, Description, Enabled and Default Script fields. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration, Add New Cisco Script Application. Checked 2026-09-30.
[^7]: When the chosen script has parameters they appear below the Script drop-down, each with a checkbox that lets you override its default value. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration, Add New Cisco Script Application, Script field. Checked 2026-09-30.
[^8]: The Automatic Available setting on an agent defaults to Enabled and returns the agent to Ready automatically after finishing a call. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Resource Configuration field table, Automatic Available. Checked 2026-09-30.
[^9]: The call control group configuration pages allow displaying, adding, modifying and deleting call control groups. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Subsystems Menu](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_subsystems-menu.html), Subsystems Menu, Unified CM Telephony Call Control Group. Checked 2026-09-30.
[^10]: Saving a call control group creates the corresponding CTI ports. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_telephony-and-media-provision.html), Telephony and Media Provision, Add a New Unified CM Telephony Call Control Group, final step. Checked 2026-09-30.
[^11]: A call control group also carries Media Termination Support (Yes or No), Group Type (Inbound or Outbound) and Device Pool fields. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_telephony-and-media-provision.html), Telephony and Media Provision, Add a New Unified CM Telephony Call Control Group, field table. Checked 2026-09-30.
[^12]: Call control groups are configured under Subsystems > Cisco Unified CM Telephony > Call Control Group, where Number of CTI Ports and Device Name Prefix are mandatory and Starting Directory Number sets the first port's number. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_telephony-and-media-provision.html), Telephony and Media Provision, Unified CM Telephony Call Control Group Configuration. Checked 2026-09-30.
[^13]: The UCCX 15.0 provision checklist orders the work as: configure Unified CM users who will be agents, provision the Unified CM Telephony subsystem, provision the RmCm provider, create resource groups, create skills, assign agents to resource groups and skills, create CSQs, optionally configure agent-based routing, then configure teams. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Provision Checklist](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_unified-ccx-provision-checklist.html), Unified CCX Provision Checklist, checklist table. Checked 2026-09-30.
[^14]: Cisco Media Termination dialog groups are configured under Subsystems > Cisco Media with Group ID, Description and a mandatory Maximum Number of Channels. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_telephony-and-media-provision.html), Telephony and Media Provision, Cisco Media Termination Dialog Group. Checked 2026-09-30.
[^15]: Cisco advises provisioning about 10 percent more Cisco Media Termination channels than CTI ports. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_telephony-and-media-provision.html), Telephony and Media Provision, channel provisioning note. Checked 2026-09-30.
[^16]: CSQ changes take effect only when all agents affected by the changes have left the Ready state. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Contact Service Queue Configuration note. Checked 2026-09-30.
[^17]: For the Resource Group model the selection criteria are Longest Available, Linear, Circular, Most Handled Contacts and Shortest Average Handle Time. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Contact Service Queue Configuration, Resource Selection Criteria. Checked 2026-09-30.
[^18]: For the Resource Skills model the selection criteria are Longest Available, Most Handled Contacts, Shortest Average Handle Time, Most or Least Skilled, Most or Least Skilled by Weight, and Most or Least Skilled by Order. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Contact Service Queue Configuration, Resource Selection Criteria. Checked 2026-09-30.
[^19]: When a CSQ is deleted, the skills or resource groups associated with it are automatically removed from the CSQ. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Contact Service Queue Configuration, Delete a CSQ. Checked 2026-09-30.
[^20]: Linear picks the next available agent with the highest priority by agent order in the Resources list; Circular does the same but starts from the last agent selected. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Resource Selection Criteria, Linear and Circular. Checked 2026-09-30.
[^21]: CSQ page 1 carries CSQ Name, CSQ Type (Voice), Automatic Wrapup, Wrapup Time, Resource Pool Selection Model, Service Level, Service Level Percentage and Prompt. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Contact Service Queue Configuration, page 1 fields. Checked 2026-09-30.
[^22]: A CSQ's Resource Pool Selection Model is mandatory and is either Resource Skills or Resource Group, and it determines which Resource Selection Criteria are offered. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Contact Service Queue Configuration, page 1 fields. Checked 2026-09-30.
[^23]: For a Resource Group CSQ, page 2 has you choose the CSQ's resource group from a Resource Group drop-down. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Contact Service Queue Configuration, page 2 (Resource Group model). Checked 2026-09-30.
[^24]: Service Level is the target maximum number of seconds a call is queued before connecting to an agent, and Service Level Percentage is the target share of contacts that meet it. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Contact Service Queue Configuration, Service Level fields. Checked 2026-09-30.
[^25]: For a Resource Skills CSQ, page 2 assigns skills with a minimum competence level, optional weights from 1 to 1000 and an order set with arrow icons, and a Show Resources icon lists agents who meet the criteria. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Contact Service Queue Configuration, page 2 (Resource Skills model). Checked 2026-09-30.
[^26]: CSQs are created under Subsystems > RmCm > Contact Service Queues with Add New, in a two-page configuration: general settings first, then resource selection. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Contact Service Queue Configuration. Checked 2026-09-30.
[^27]: Subsystems > Cisco Unified CM Telephony > Data Synchronization checks that Unified CM Telephony users, triggers and route points, and call control groups are synchronized between Unified CCX and Unified CM. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Subsystems Menu](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_subsystems-menu.html), Subsystems Menu, Unified CM Telephony Data Synchronization. Checked 2026-09-30.
[^28]: A device associated with a UCCX agent end user must also be associated with the UCCX RmCm provider application user in Unified CM. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision Unified CM for Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-unified-cm-for-unified-ccx.html), Provision Unified CM for Unified CCX, Device Association. Checked 2026-09-30.
[^29]: The Unified CCX Editor is downloaded from the Tools > Plug-ins page as a Windows client install or a JNLP web launcher. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Tools Menu](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_tools-menu.html), Tools Menu, Plug-ins. Checked 2026-09-30.
[^30]: After signing in to Finesse an agent is Not Ready and must change their status to Ready to receive calls. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 15.0 - Cisco Finesse Desktop Interface](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/user/guide/uccx_b_1501_finesse-agent-and-supervisor-desktop-user-guide-release-150/uccx_m_1501_cisco-finesse-desktop-interface.html), Cisco Finesse Desktop Interface, agent state. Checked 2026-09-30.
[^31]: Five consecutive failed Finesse sign-ins with the wrong password block the account for five minutes. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-finesse.html), Cisco Finesse, account lockout note. Checked 2026-09-30.
[^32]: When Cisco Finesse is the agent desktop, Maximum Number of Calls must be set to 2 on all agent phones. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision Unified CM for Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-unified-cm-for-unified-ccx.html), Provision Unified CM for Unified CCX, Finesse note. Checked 2026-09-30.
[^33]: Agents sign in at https://<Finesse server FQDN>:8445/desktop with their username (agent ID or user ID), password and phone extension; Sign In stays disabled until all three are entered. Source: [Cisco Finesse Agent and Supervisor Desktop User Guide, Release 15.0(1) - Common Tasks](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1501/user/guide/cfin_b_1501_cisco-desktop-user-guide/cfin_m_1501_common-tasks.html), Common Tasks, Sign In to the Cisco Finesse Desktop. Checked 2026-09-30.
[^34]: Under Flex licensing, the Standard agent license covers inbound voice and outbound direct preview, and Premium adds chat, email and progressive and predictive outbound. Source: [Cisco Unified Contact Center Express Features Guide, Release 15.0 - Smart Licensing](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/features/guide/uccx_b_1501_features-guide/uccx_m_1501_smart-licensing.html), Smart Licensing, Flex license types, features for agents. Checked 2026-09-30.
[^35]: Deleting a folder in the repository removes it permanently and makes it unavailable to the UCCX system. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration, repository caution. Checked 2026-09-30.
[^36]: Practitioners commonly point an application at a queue by ticking the script's CSQ parameter on the application page and typing the CSQ name (field report). Source: [UCCX Automatic Call Distribution (ACD) Part 3](https://routeswitchblog.com/2014/01/08/uccx-automatic-call-distribution-acd-part-3/), Application configuration section. Checked 2026-09-30.
[^37]: The usual smoke test is to sign an agent in, make them Ready and call the trigger number from another phone to confirm the prompt plays and the call reaches the agent (field report). Source: [UCCX Automatic Call Distribution (ACD) Part 3](https://routeswitchblog.com/2014/01/08/uccx-automatic-call-distribution-acd-part-3/), Testing section. Checked 2026-09-30.
[^38]: The icd.aef template accepts a call, plays a welcome prompt, then connects the caller to an available resource or queues the call, playing a periodic still-in-queue prompt until a resource frees up. Source: [The Example Cisco Unified CCX Basic Script Template](https://developer.cisco.com/docs/contact-center-express/the-example-cisco-unified-ccx-basic-script-template/), The Example Cisco Unified CCX Basic Script Template, opening paragraph. Checked 2026-09-30.
[^39]: Choosing the Resource Group model gives flat, order-based distribution with one group per agent, whereas the Resource Skills model lets one agent serve several CSQs through different skills and competency thresholds (inferred). Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Derived from Resource Configuration Resource Group field and CSQ page 2 descriptions. Checked 2026-09-30.
[^40]: A UCCX (IPCC) extension must not be assigned to more than one device, and two lines with the same extension in different partitions must not be configured on an agent phone. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision Unified CM for Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-unified-cm-for-unified-ccx.html), Provision Unified CM for Unified CCX, agent phone restrictions. Checked 2026-09-30.
[^41]: In the end user's Directory Number Associations, an agent phone with a single line should have the same extension selected as both the Primary Extension and the IPCC Extension. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision Unified CM for Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-unified-cm-for-unified-ccx.html), Provision Unified CM for Unified CCX, Directory Number Associations. Checked 2026-09-30.
[^42]: An agent's license consumption depends on the skills configured for them and on their Finesse desktop sign-in status. Source: [Cisco Unified Contact Center Express Features Guide, Release 15.0 - Smart Licensing](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/features/guide/uccx_b_1501_features-guide/uccx_m_1501_smart-licensing.html), Smart Licensing, license consumption. Checked 2026-09-30.
[^43]: UCCX 15.0 license packages are Unified IP IVR, Unified CCX Flex Standard and Unified CCX Flex Premium, and Cisco Script Applications are available in all of them. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX License Packages](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_unified-ccx-license-packages.html), Unified CCX License Packages, package feature table. Checked 2026-09-30.
[^44]: UCCX applications are based on scripts created in the Unified CCX Editor, and script parameters are variables marked Parameter in the Editor. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Applications Menu](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_applications-menu.html), Applications Menu, Script Management and application parameters. Checked 2026-09-30.
[^45]: HTTP triggers and the Database, eMail, HTTP, MRCP ASR/TTS, Outbound and Voice Browser subsystems need Flex Premium; Flex Standard supports only Unified CM Telephony triggers. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX License Packages](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_unified-ccx-license-packages.html), Unified CCX License Packages, triggers and subsystems rows. Checked 2026-09-30.
[^46]: A deleted resource group is removed automatically if it is not associated with any agents and CSQs. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Resource Groups, Delete a Resource Group. Checked 2026-09-30.
[^47]: Resource groups are created under Subsystems > RmCm > Resource Groups by clicking Add New, entering a name and clicking Add. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Resource Groups. Checked 2026-09-30.
[^48]: Only agents with an assigned IPCC Extension appear in the UCCX Resources list (Subsystems > RmCm > Resources). Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Agent Configuration. Checked 2026-09-30.
[^49]: The RmCm provider must be provisioned for the RmCm subsystem to be in service. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Provision Checklist](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_unified-ccx-provision-checklist.html), Unified CCX Provision Checklist, RmCm Provider row. Checked 2026-09-30.
[^50]: The RmCm provider is a Unified CM Telephony user that the Resource Manager uses, displayed under Subsystems > RmCm > RmCm Provider with primary and secondary CTI Manager and user ID fields. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, RmCm Provider Configuration. Checked 2026-09-30.
[^51]: The RmCm user specified through Unified CCX Administration is updated automatically in Unified CM. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, RmCm Provider Configuration note. Checked 2026-09-30.
[^52]: The Cisco Unified CCX tab in RTMT shows Triggers, Call Control Groups, CTI Ports and Summary pages for Unified CM Telephony data. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Real-Time Monitoring](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_real-time-monitoring.html), Real-Time Monitoring, Unified CM Telephony Data. Checked 2026-09-30.
[^53]: The Real-Time Reporting tool, downloaded from the Tools menu, is a Java application that runs outside the browser and accepts Administrator or Supervisor credentials. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Tools Menu](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_tools-menu.html), Tools Menu, Real-Time Reporting. Checked 2026-09-30.
[^54]: UCCX ships sample scripts as .aef files, and Cisco states they are bundled only as samples and are not supported by Cisco. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration, sample scripts note. Checked 2026-09-30.
[^55]: Scripts are uploaded to the repository under Applications > Script Management by browsing to the file and clicking Upload. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_cisco-applications-configuration.html), Cisco Applications Configuration, Upload a Script. Checked 2026-09-30.
[^56]: The Select Resource step queues a call to a CSQ; with Connect set to Yes its output branches are Connected and Queued, and with Connect set to No they are Selected and Queued. Source: [Select Resource Step - Contact Center Express](https://developer.cisco.com/docs/contact-center-express/select-resource-step/), Select Resource Step, output branches. Checked 2026-09-30.
[^57]: In the Select Resource step the CSQ target is a String variable or expression. Source: [Select Resource Step - Contact Center Express](https://developer.cisco.com/docs/contact-center-express/select-resource-step/), Select Resource Step, General tab, Routing Target. Checked 2026-09-30.
[^58]: The Select Resource Timeout is the seconds before an unanswered contact returns to the queue; it defaults to 10 and supports up to 90. Source: [Select Resource Step - Contact Center Express](https://developer.cisco.com/docs/contact-center-express/select-resource-step/), Select Resource Step, Timeout field. Checked 2026-09-30.
[^59]: Skill competency levels range from 1 (Beginner) to 10 (Expert). Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Skills Configuration and Agent Configuration. Checked 2026-09-30.
[^60]: A deleted skill is removed automatically if it is not associated with any agents and CSQs. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Skills Configuration, Delete a Skill. Checked 2026-09-30.
[^61]: A UCCX 15.0 system supports a maximum of 150 skills. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Skills Configuration. Checked 2026-09-30.
[^62]: Skill names do not support a set of special characters including apostrophe, @, $, %, &, *, parentheses, quotes, period, slash, comma and hash. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Skills Configuration, Create a Skill. Checked 2026-09-30.
[^63]: Skills are customer-definable labels assigned to agents and are created under Subsystems > RmCm > Skills with Add New. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Skills Configuration. Checked 2026-09-30.
[^64]: Teams are created under Subsystems > RmCm > Teams with a mandatory primary supervisor, optional secondary supervisors, assigned resources and assigned CSQs. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Teams Configuration, Add a Team. Checked 2026-09-30.
[^65]: UCCX creates a Default team automatically that cannot be deleted, and agents not assigned to another team belong to it. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-of-unified-ccx.html), Provision of Unified CCX, Teams Configuration. Checked 2026-09-30.
[^66]: Saving a Unified CM Telephony trigger creates the specified CTI route point on Unified CM. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_telephony-and-media-provision.html), Telephony and Media Provision, Add a New Unified CM Telephony Trigger, final step. Checked 2026-09-30.
[^67]: A trigger directory number may start with a plus sign for E.164 and be followed by up to 15 characters. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_telephony-and-media-provision.html), Telephony and Media Provision, trigger field table, Directory Number. Checked 2026-09-30.
[^68]: A trigger's Maximum Number of Sessions is the maximum number of simultaneous calls that trigger can handle. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_telephony-and-media-provision.html), Telephony and Media Provision, trigger field table, Maximum Number of Sessions. Checked 2026-09-30.
[^69]: Unified CM Telephony triggers are configured under Subsystems > Cisco Unified CM Telephony > Triggers with Directory Number, Language, Application Name, Device Name, Description, Call Control Group, Maximum Number of Sessions and Idle Timeout. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_telephony-and-media-provision.html), Telephony and Media Provision, Unified CM Telephony Trigger Configuration field table. Checked 2026-09-30.
[^70]: The Unified CM Telephony Triggers configuration page lets an administrator view, add, modify and delete triggers. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Subsystems Menu](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_subsystems-menu.html), Subsystems Menu, Unified CM Telephony Triggers Configuration. Checked 2026-09-30.
[^71]: Agent users are created or modified in Unified CM Administration under User Management > End User. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision Unified CM for Unified CCX](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_provision-unified-cm-for-unified-ccx.html), Provision Unified CM for Unified CCX, Configure Unified CM Users as Agents. Checked 2026-09-30.
[^72]: A wildcard CTI route point may overlap with a full DID pattern that contains no wildcard. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Subsystems Menu](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_subsystems-menu.html), Subsystems Menu, Unified CM Telephony Triggers, wildcard note. Checked 2026-09-30.
[^73]: Two wildcard CTI route points that overlap each other are not supported. Source: [Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Subsystems Menu](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_15_0/maintain_and_operate/guide/uccx_b_1501_admin-and-operations-guide/uccx_m_1501_subsystems-menu.html), Subsystems Menu, Unified CM Telephony Triggers. Checked 2026-09-30.
[^74]: A direct standard upgrade to Release 15 is supported from Release 12.5 and 14 (and their SUs), using Cisco Unified OS Admin, the CLI, or Prime Collaboration Deployment. Source: [Upgrade and Migration Guide for Cisco Unified Communications Manager and the IM and Presence Service, Release 15 and SUs - Planning the Upgrade](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/upgrade/15/cucm_b_upgrade-and-migration-guide_15/cucm_m_planning-the-upgrade-15.html), Supported upgrade and migration paths section, Direct Standard Upgrade. Checked 2026-09-30.