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LogicMonitor’s Cisco Unified Contact Center Express (UCCX) monitoring package leverages the Unified CCX Configuration API, the CTI protocol, and the UCCX CLI to monitor a variety of UCCX system information and agent call statistics.
As of March 10th 2022, LogicMonitor’s UCCX package is known to be compatible with:
As Cisco releases newer versions of UCCX, LogicMonitor will test and extend coverage as necessary.
Add your UCCX host into monitoring. For more information on adding resources into monitoring, see Adding Devices.
LogicMonitor must provide the appropriate credentials to access the Cisco UCCX host’s data.
The following custom properties must be set on the UCCX resource within LogicMonitor. For more information on setting properties, see Resource and Instance Properties.
From the LogicMonitor public repository, import all UCCX LogicModules, which are listed in the LogicModules in Package section of this support article. If these LogicModules are already present, ensure you have the most recent versions. Data collection will start automatically once the LogicModules are imported.
LogicMonitor’s package for UCCX consists of the following LogicModules. For full coverage, make sure that all of these LogicModules are imported into your LogicMonitor platform.
When setting static datapoint thresholds on the various metrics tracked by this package’s DataSources, LogicMonitor follows the technology owner’s best practice KPI recommendations. If needed, adjust these predefined thresholds to meet the unique needs of your environment. For more information on tuning datapoint thresholds, see Tuning Static Thresholds for Datapoints.
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