Setting up an inbound queue in Unified Contact Center Express

See also

Sources

1. 1
   Each agent can belong to a maximum of 25 CSQs.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Contact Service Queue Configuration note · Checked 2026-09-30
2. 2
   The Resource Configuration page has an optional Resource Group field that associates the agent with one resource group.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Resource Configuration field table, Resource Group · Checked 2026-09-30
3. 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.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Agent Configuration, Assign Skills · Checked 2026-09-30
4. 4
   After an agent is added, Cisco says to wait 10 minutes for Unified CCX to synchronize automatically.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Agent Configuration note · Checked 2026-09-30
5. 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.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration · Cisco Applications Configuration, Add New Cisco Script Application, after save · Checked 2026-09-30
6. 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.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration · Cisco Applications Configuration, Add New Cisco Script Application · Checked 2026-09-30
7. 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.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration · Cisco Applications Configuration, Add New Cisco Script Application, Script field · Checked 2026-09-30
8. 8
   The Automatic Available setting on an agent defaults to Enabled and returns the agent to Ready automatically after finishing a call.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Resource Configuration field table, Automatic Available · Checked 2026-09-30
9. 9
   The call control group configuration pages allow displaying, adding, modifying and deleting call control groups.

   Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Subsystems Menu · Subsystems Menu, Unified CM Telephony Call Control Group · Checked 2026-09-30
10. 10
    Saving a call control group creates the corresponding CTI ports.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision · Telephony and Media Provision, Add a New Unified CM Telephony Call Control Group, final step · Checked 2026-09-30
11. 11
    A call control group also carries Media Termination Support (Yes or No), Group Type (Inbound or Outbound) and Device Pool fields.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision · Telephony and Media Provision, Add a New Unified CM Telephony Call Control Group, field table · Checked 2026-09-30
12. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision · Telephony and Media Provision, Unified CM Telephony Call Control Group Configuration · Checked 2026-09-30
13. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Provision Checklist · Unified CCX Provision Checklist, checklist table · Checked 2026-09-30
14. 14
    Cisco Media Termination dialog groups are configured under Subsystems > Cisco Media with Group ID, Description and a mandatory Maximum Number of Channels.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision · Telephony and Media Provision, Cisco Media Termination Dialog Group · Checked 2026-09-30
15. 15
    Cisco advises provisioning about 10 percent more Cisco Media Termination channels than CTI ports.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision · Telephony and Media Provision, channel provisioning note · Checked 2026-09-30
16. 16
    CSQ changes take effect only when all agents affected by the changes have left the Ready state.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Contact Service Queue Configuration note · Checked 2026-09-30
17. 17
    For the Resource Group model the selection criteria are Longest Available, Linear, Circular, Most Handled Contacts and Shortest Average Handle Time.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Contact Service Queue Configuration, Resource Selection Criteria · Checked 2026-09-30
18. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Contact Service Queue Configuration, Resource Selection Criteria · Checked 2026-09-30
19. 19
    When a CSQ is deleted, the skills or resource groups associated with it are automatically removed from the CSQ.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Contact Service Queue Configuration, Delete a CSQ · Checked 2026-09-30
20. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Resource Selection Criteria, Linear and Circular · Checked 2026-09-30
21. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Contact Service Queue Configuration, page 1 fields · Checked 2026-09-30
22. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Contact Service Queue Configuration, page 1 fields · Checked 2026-09-30
23. 23
    For a Resource Group CSQ, page 2 has you choose the CSQ's resource group from a Resource Group drop-down.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Contact Service Queue Configuration, page 2 (Resource Group model) · Checked 2026-09-30
24. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Contact Service Queue Configuration, Service Level fields · Checked 2026-09-30
25. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Contact Service Queue Configuration, page 2 (Resource Skills model) · Checked 2026-09-30
26. 26
    CSQs are created under Subsystems > RmCm > Contact Service Queues with Add New, in a two-page configuration: general settings first, then resource selection.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Contact Service Queue Configuration · Checked 2026-09-30
27. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Subsystems Menu · Subsystems Menu, Unified CM Telephony Data Synchronization · Checked 2026-09-30
28. 28
    A device associated with a UCCX agent end user must also be associated with the UCCX RmCm provider application user in Unified CM.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision Unified CM for Unified CCX · Provision Unified CM for Unified CCX, Device Association · Checked 2026-09-30
29. 29
    The Unified CCX Editor is downloaded from the Tools > Plug-ins page as a Windows client install or a JNLP web launcher.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Tools Menu · Tools Menu, Plug-ins · Checked 2026-09-30
30. 30
    After signing in to Finesse an agent is Not Ready and must change their status to Ready to receive calls.

    Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 15.0 - Cisco Finesse Desktop Interface · Cisco Finesse Desktop Interface, agent state · Checked 2026-09-30
31. 31
    Five consecutive failed Finesse sign-ins with the wrong password block the account for five minutes.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Finesse · Cisco Finesse, account lockout note · Checked 2026-09-30
32. 32
    When Cisco Finesse is the agent desktop, Maximum Number of Calls must be set to 2 on all agent phones.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision Unified CM for Unified CCX · Provision Unified CM for Unified CCX, Finesse note · Checked 2026-09-30
33. 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.

    Cisco Finesse Agent and Supervisor Desktop User Guide, Release 15.0(1) - Common Tasks · Common Tasks, Sign In to the Cisco Finesse Desktop · Checked 2026-09-30
34. 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.

    Cisco Unified Contact Center Express Features Guide, Release 15.0 - Smart Licensing · Smart Licensing, Flex license types, features for agents · Checked 2026-09-30
35. 35
    Deleting a folder in the repository removes it permanently and makes it unavailable to the UCCX system.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration · Cisco Applications Configuration, repository caution · Checked 2026-09-30
36. 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

    UCCX Automatic Call Distribution (ACD) Part 3 · Application configuration section · Checked 2026-09-30
37. 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

    UCCX Automatic Call Distribution (ACD) Part 3 · Testing section · Checked 2026-09-30
38. 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.

    The Example Cisco Unified CCX Basic Script Template · The Example Cisco Unified CCX Basic Script Template, opening paragraph · Checked 2026-09-30
39. 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

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Derived from Resource Configuration Resource Group field and CSQ page 2 descriptions · Checked 2026-09-30
40. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision Unified CM for Unified CCX · Provision Unified CM for Unified CCX, agent phone restrictions · Checked 2026-09-30
41. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision Unified CM for Unified CCX · Provision Unified CM for Unified CCX, Directory Number Associations · Checked 2026-09-30
42. 42
    An agent's license consumption depends on the skills configured for them and on their Finesse desktop sign-in status.

    Cisco Unified Contact Center Express Features Guide, Release 15.0 - Smart Licensing · Smart Licensing, license consumption · Checked 2026-09-30
43. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX License Packages · Unified CCX License Packages, package feature table · Checked 2026-09-30
44. 44
    UCCX applications are based on scripts created in the Unified CCX Editor, and script parameters are variables marked Parameter in the Editor.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Applications Menu · Applications Menu, Script Management and application parameters · Checked 2026-09-30
45. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX License Packages · Unified CCX License Packages, triggers and subsystems rows · Checked 2026-09-30
46. 46
    A deleted resource group is removed automatically if it is not associated with any agents and CSQs.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Resource Groups, Delete a Resource Group · Checked 2026-09-30
47. 47
    Resource groups are created under Subsystems > RmCm > Resource Groups by clicking Add New, entering a name and clicking Add.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Resource Groups · Checked 2026-09-30
48. 48
    Only agents with an assigned IPCC Extension appear in the UCCX Resources list (Subsystems > RmCm > Resources).

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Agent Configuration · Checked 2026-09-30
49. 49
    The RmCm provider must be provisioned for the RmCm subsystem to be in service.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Unified CCX Provision Checklist · Unified CCX Provision Checklist, RmCm Provider row · Checked 2026-09-30
50. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, RmCm Provider Configuration · Checked 2026-09-30
51. 51
    The RmCm user specified through Unified CCX Administration is updated automatically in Unified CM.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, RmCm Provider Configuration note · Checked 2026-09-30
52. 52
    The Cisco Unified CCX tab in RTMT shows Triggers, Call Control Groups, CTI Ports and Summary pages for Unified CM Telephony data.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Real-Time Monitoring · Real-Time Monitoring, Unified CM Telephony Data · Checked 2026-09-30
53. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Tools Menu · Tools Menu, Real-Time Reporting · Checked 2026-09-30
54. 54
    UCCX ships sample scripts as .aef files, and Cisco states they are bundled only as samples and are not supported by Cisco.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration · Cisco Applications Configuration, sample scripts note · Checked 2026-09-30
55. 55
    Scripts are uploaded to the repository under Applications > Script Management by browsing to the file and clicking Upload.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Cisco Applications Configuration · Cisco Applications Configuration, Upload a Script · Checked 2026-09-30
56. 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.

    Select Resource Step - Contact Center Express · Select Resource Step, output branches · Checked 2026-09-30
57. 57
    In the Select Resource step the CSQ target is a String variable or expression.

    Select Resource Step - Contact Center Express · Select Resource Step, General tab, Routing Target · Checked 2026-09-30
58. 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.

    Select Resource Step - Contact Center Express · Select Resource Step, Timeout field · Checked 2026-09-30
59. 59
    Skill competency levels range from 1 (Beginner) to 10 (Expert).

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Skills Configuration and Agent Configuration · Checked 2026-09-30
60. 60
    A deleted skill is removed automatically if it is not associated with any agents and CSQs.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Skills Configuration, Delete a Skill · Checked 2026-09-30
61. 61
    A UCCX 15.0 system supports a maximum of 150 skills.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Skills Configuration · Checked 2026-09-30
62. 62
    Skill names do not support a set of special characters including apostrophe, @, $, %, &, *, parentheses, quotes, period, slash, comma and hash.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Skills Configuration, Create a Skill · Checked 2026-09-30
63. 63
    Skills are customer-definable labels assigned to agents and are created under Subsystems > RmCm > Skills with Add New.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Skills Configuration · Checked 2026-09-30
64. 64
    Teams are created under Subsystems > RmCm > Teams with a mandatory primary supervisor, optional secondary supervisors, assigned resources and assigned CSQs.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Teams Configuration, Add a Team · Checked 2026-09-30
65. 65
    UCCX creates a Default team automatically that cannot be deleted, and agents not assigned to another team belong to it.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision of Unified CCX · Provision of Unified CCX, Teams Configuration · Checked 2026-09-30
66. 66
    Saving a Unified CM Telephony trigger creates the specified CTI route point on Unified CM.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision · Telephony and Media Provision, Add a New Unified CM Telephony Trigger, final step · Checked 2026-09-30
67. 67
    A trigger directory number may start with a plus sign for E.164 and be followed by up to 15 characters.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision · Telephony and Media Provision, trigger field table, Directory Number · Checked 2026-09-30
68. 68
    A trigger's Maximum Number of Sessions is the maximum number of simultaneous calls that trigger can handle.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision · Telephony and Media Provision, trigger field table, Maximum Number of Sessions · Checked 2026-09-30
69. 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.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Telephony and Media Provision · Telephony and Media Provision, Unified CM Telephony Trigger Configuration field table · Checked 2026-09-30
70. 70
    The Unified CM Telephony Triggers configuration page lets an administrator view, add, modify and delete triggers.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Subsystems Menu · Subsystems Menu, Unified CM Telephony Triggers Configuration · Checked 2026-09-30
71. 71
    Agent users are created or modified in Unified CM Administration under User Management > End User.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Provision Unified CM for Unified CCX · Provision Unified CM for Unified CCX, Configure Unified CM Users as Agents · Checked 2026-09-30
72. 72
    A wildcard CTI route point may overlap with a full DID pattern that contains no wildcard.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Subsystems Menu · Subsystems Menu, Unified CM Telephony Triggers, wildcard note · Checked 2026-09-30
73. 73
    Two wildcard CTI route points that overlap each other are not supported.

    Cisco Unified Contact Center Express Administration and Operations Guide, Release 15.0 - Subsystems Menu · Subsystems Menu, Unified CM Telephony Triggers · Checked 2026-09-30
74. 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.

    Upgrade and Migration Guide for Cisco Unified Communications Manager and the IM and Presence Service, Release 15 and SUs - Planning the Upgrade · Supported upgrade and migration paths section, Direct Standard Upgrade · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Setting up an inbound queue in Unified Contact Center Express. WarmTransfer. https://warmtransfer.net/guides/uccx-inbound-queue-setup

@misc{warmtransfer-uccx-inbound-queue-setup,
  title  = {Setting up an inbound queue in Unified Contact Center Express},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/uccx-inbound-queue-setup},
  note   = {Verified 2026-09-30}
}