First Published: January 31, 2020

This documentation guide provides details of all the documents for this release of Unified Contact Center Express (Unified CCX), Release 12.5(1) and contains links to the documents.

For the latest version of all of the documents of Unified CCX, see:

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/tsd-products-support-series-home.html.

Document Changes

The following tables identify the documents that changed for this release.

New Solution Documents in This Release

There are no new solution documents in this release.

New Documents in This Release

There are no new Unified CCX documents in this release.

Documents Updated in This Release

This table lists the documents that are updated in this release.

Document

Notes

Cisco Unified Contact Center Express Administration and Operations Guide

Updates to this document are as follows:

  • Added details about using License Control

  • Introduced FIPS and added commands to use FIPS

  • Introduced Specific License Reservation Commands

  • Added Content Security Policy

  • Added Finesse failover mechanisms.

  • Add New Cisco Script Application

  • Cloud Connect Server Settings

  • Keyboard Shortcuts

  • Edit Call Variables

  • Finesse Desktop Layout XML

  • Customize Desktop Properties

  • Phone Books and Contacts

  • Assign Custom Desktop Layout to Team

  • Customize Desktop Properties at Team Level

  • Security Enhancements

  • SRTP

  • Finesse IP Phone Agent Certificate Management

  • Desktop Properties

  • Service Properties

  • Record a Prompt

  • Cross-Origin Resource Sharing (CORS)

  • Guidelines for Agent Phone Configuration

  • System Parameters

  • Provision MRCP ASR Servers

  • Provision MRCP TTS Servers

  • Bubble Chat Experience

  • Command Line Interface for Health Check Utility

  • License Management

  • Smart Licensing

  • Modify AXL Information

  • Real-Time Reporting Tool

  • show uccx asr sessions

  • show uccx tts sessions

  • show tls server min-version

  • show tls client min-version

  • set tls server min-version

  • set tls client min-version

  • Cloud Connect

  • Cloud Connect Serviceability

  • Assign Prompts

  • Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP).

  • Customer Collaboration Platform Configuration

  • Delete Customer Collaboration Platform Configuration

  • Context Service related information has been removed.

Cisco Unified Contact Center Express Developer Guide

Updates to this document are as follows:

  • Data Structure for Script Application

  • Get Application

  • Get Application with Script Parameters

  • Create Application

  • Modify Application

  • Schedule Resource

  • Create Schedules

  • Add Resources

  • Delete Resource

  • Get Schedules

  • Edit Schedules

  • Delete Schedules

  • Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP).

  • Cisco Customer Collaboration Platform APIs

  • Context Service related information has been removed.

Cisco Unified Contact Center Express CTI Protocol Developer Guide

Updates to this document are as follows:

  • Unified CCX Error Code Values

Cisco Unified Contact Center Express Database Schema Guide

Updates to this document are as follows:

  • CrsApplication

  • ContactCallDetail

  • ContactServiceQueue

  • Schedule Reskill

  • Schedule Reskill Status

  • ConsultLegDetail

  • Assigned Prompts

  • ContactQueueDetail

  • ContactRoutingDetail

  • AgentConnectionDetail

  • Resource

  • TextAgentConnectionDetail

  • ContactHoldDetail

  • AuditResidualSkills

  • Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP).

Cisco Unified Contact Center Express Features Guide

Updates to this document are as follows:

  • Introduced License Control

  • Added Specific License Reservation

  • Task Flow for Experience Management Post-Call Survey

  • Task Flow for Account Setup

  • Task flow to Integrate Experience Management and Unified CCX

  • Task Flow to Configure IVR Experience Management Post-Call Survey

  • Task Flow to Configure SMS/Email Experience Management Post-Call Survey

  • Certificate Management

  • Unified CCX Agent Email

  • Smart Licensing

  • Customer Smart Account

  • Cisco Webex Experience Management

  • Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP).

  • Install Cisco Customer Collaboration Platform

  • Customer Collaboration Platform Configuration

  • Configuration of Proxy Based on Deployment of Customer Collaboration Platform

  • Context Service related information has been removed.

Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express

Updates to this document are as follows:

  • Bubble Chat Experience

  • Chat Agent Statistics Report

  • Email Agent Statistics Report

  • Email CSQ Summary Report

  • Accessibility

  • Email and Chat Keyboard Shortcuts

  • Manage Queue

  • Sign In to Cisco Finesse Desktop

  • Edit Call Variables

  • Drag and Drop a Gadget or Component

  • Resize a Gadget or Component

  • Reset Finesse Desktop Layout

  • Access Keyboard Shortcuts

  • Agent Keyboard Shortcuts

  • Supervisor Keyboard Shortcuts

  • View Team Performance

  • Queue Management Summary

  • Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP).

  • Context Service related information has been removed.

Cisco Unified Contact Center Express Installation and Upgrade Guide

Updates to this document are as follows:

  • Added a Note related to Smart Licensing

  • Added a Caution related to FIPS 140-2 mode

  • Upload Self-Signed Certificate

  • Verify Status of Services

  • Configure First Node

  • Preupgrade Tasks

  • Unified CCX Upgrade Type

  • Unified CCX Upgrade Scenarios

  • Important Considerations for Upgrade

  • Launch Unified CCX Editor

  • Important Considerations Before Installation

  • Unified CCX Licenses

  • Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP).

  • Context Service related information has been removed.

Getting Started with IP IVR Guide

Updates to this document are as follows:

  • Unified IP IVR Features Supported in Each Product

  • Unified IP IVR Feature Summary

  • Unified CCX Subsystems that Unified IP IVR Supports

Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR

Updates to this document are as follows:

Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP).

Cisco Unified Contact Center Express Reporting User Guide

Updates to this document are as follows:

  • Unified License Consumption Report

  • Customer Experience Analytics

  • Live Data Reports

Cisco Unified Contact Center Express Getting Started with Scripts

Updates to this document are as follows:

  • The Types of Local Variables Available in the Cisco Unified CCX Editor

  • Default Script Template Descriptions

  • Cisco Unified CCX Editor Web Launcher

  • Appendix A

  • Context Service related information has been removed.

Cisco Unified Contact Center Express Editor Step Reference Guide

Updates to this document are as follows:

  • Create URL Document Step

  • Make REST Call

  • Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP).

  • Context Service related information has been removed.

Cisco Unified Contact Center Express Expression Language Reference Guide

Updates to this document are as follows:

  • Context Service related information has been removed.

Solution Design Guide for Cisco Unified Contact Center Express

Updates to this document are as follows:

  • Introduced to License Control and Specific License Reservation

  • Introduced Federal Information Processing Standards (FIPS) 140-2 Level 1

  • SMS or Email Post-Call Survey Call Flow

  • Mobile and Remote Access

  • Two-Server High Availability Reference Design

  • Other Design Considerations

  • Cisco Finesse Agent Desktop Features

  • Outbound Progressive and Predictive Dialer

  • Cisco Webex Experience Management

  • Cisco Finesse Agent Desktop Features

  • Licensing for Cisco Unified Contact Center Express

  • Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP)

  • Context Service related information has been removed

Port Utilization Guide for Cisco Unified Contact Center Express Solution

Updates to this document are as follows:

  • Added the port 8447

  • Cloud Connect Port Utilization

  • Unified CCX and IP IVR Port Utilization

  • Finesse Port Utilization

  • Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP)

  • Customer Collaboration Platform Port Utilization

Documents Not Updated in This Release

None

Documents Retired in This Release

None

Other Documentation Sources

This table lists other documentation sources that are updated in this release:

Document

Notes

Compatibility Matrix for Cisco Unified Contact Center Express 12.5(1)

Replaces the Compatibility Matrix Wiki.

Updated to meet Cisco Unified Contact Center Express, Release 12.5(1) requirements.

To view the page, see

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html.

Virtualization for Cisco Unified Contact Center Express

Updated to meet Cisco Unified Contact Center Express, Release 12.5(1) requirements.

To view the page, see

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html.

Plan

The guides listed in this section relate to planning and designing a Unified CCX system.

Cisco Customer Contact Solutions Ordering Guide

This document describes the pricing, packaging structure and ordering for Unified CCX.

The latest guide is located at:

https://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/design/guides/UCgoList.html.

Cisco Unified Contact Center Express Solution Design Guide

This document describes system-level best practices and design guidelines for Unified CCX Solution and the solution components.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html

Release Notes for Unified Contact Center Express Solution

This document describes the new features, updated features, and caveats for Unified CCX Solution. Users should read the latest release notes before initially installing or upgrading their Unified CCX system.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_release_notes_list.html.

Open Source Used in Unified Contact Center Express

This document lists the licenses and notices for open source software that are used in Unified CCX.

The latest guide is located at:

https://www.cisco.com/c/en/us/about/legal/open-source-documentation-responsive.html?flt0_general-table0=Unified%20contact%20center%20express&flt1_general-table0=12.5(1)#~documentation.

Compatibility Matrix for Unified Contact Center Express

This compatibility document lists supported product combinations for active Unified CCX product sets.

The latest compatibility information is located at:

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html

Virtualization for Cisco Unified Contact Center Express

The virtualization document describes Unified CCX virtualization requirements, guidelines, and procedures.

The latest virtualization-related information is located at:

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html

Install and Upgrade

The guides listed in this section relate to installing and upgrading Unified CCX.

Cisco Unified Contact Center Express Installation and Upgrade Guide

This document explains the deployment options, how to install, upgrade, uninstall, and patch Unified CCX, and how to change a Unified CCX deployment.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html.

Getting Started with Cisco Unified IP IVR

This document describes how to install and set up Unified IP IVR.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html.

Configure

The guides listed in this section relate to configuring a Unified CCX system. Configuration tasks are normally completed after you install the product or system.

Cisco Unified CCX Administration and Operations Guide

This document provides instructions for using the Unified CCX Administration web interface to provision the subsystems of the Unified CCX package and to configure Unified CCX applications. This document also describes all the operations that are related to Unified CCX:

  • Using the Unified CCX Serviceability interface to configure, monitor, and troubleshoot Unified CCX services and components.

  • Using Real-Time Monitoring Tool (RTMT) to monitor system performance and troubleshoot system problems.

  • Backing up and restoring.

  • Using CLI commands to configure, administer and troubleshoot Unified CCX.

The latest guide is located at:

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-maintenance-guides-list.html.

Cisco Unified Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR

This document describes the system administration functions through the Cisco Unified Operating System for Unified CCX.

The latest guide is located at:

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-maintenance-guides-list.html.

Cisco Unified Contact Center Express Features Guide

This document describes Cisco Webex Experience Management. The Cisco Webex Experience Management is a cloud service to configure surveys.

The latest guide is located at:

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-feature-guides-list.html.

Port Utilization Guide for Cisco Unified Contact Center Express Solutions

This document describes all the operations using the TCP and UCP ports that are related to Unified CCX and its components.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html.

Cisco Unified Contact Center Express CTI Protocol Developer Guide

This document describes how to use the Unified CCX CTI protocol messages, and provides the CTI protocol message definitions, and provides client application development guidelines.

The latest guide is located at:

https://developer.cisco.com/docs/contact-center-express/#!previous-documentation-pdfs.

Cisco Unified Contact Center Express Developer Guide

This document describes all the configuration REST APIs that are available for Unified CCX.

The latest guide is located at:

https://developer.cisco.com/docs/contact-center-express/

Cisco Unified Contact Center Express Getting Started with Scripts

This document is volume 1 of the Scripting and Development Series, which contains three volumes, and describes how to use the Unified CCX Editor to develop interactive scripts. It presents the properties of Unified CCX Editor.

The latest guide is located at:

https://developer.cisco.com/docs/contact-center-express/

Cisco Unified Contact Center Express Editor Step Reference Guide

This document is volume 2 of the Scripting and Development Series, which contains three volumes, and describes how to use the Unified CCX Editor to develop interactive scripts. It describes how to use the Cisco Editor interface to create interactive scripts.

The latest guide is located at:

https://developer.cisco.com/docs/contact-center-express/

Cisco Unified Contact Center Express Expression Language Reference Guide

This document is volume 3 of the Scripting and Development Series, which contains three volumes, and describes how to use the Unified CCX Editor to develop interactive scripts. It describes the language used for evaluation expressions in Unified CCX scripts, prompt templates, and grammar templates.

The latest guide is located at:

https://developer.cisco.com/docs/contact-center-express/

Cisco Unified Contact Center Express Report Developer Guide

This document describes the call, chat, and email detail records. It describes how to create new reports by using Cisco Unified Intelligence Center.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_technical_reference_list.html

User

The guides listed in this section are for agents, supervisors, and reporting administrators of Unified CCX.

Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express

This document describes how to use Finesse agent desktop and Finesse supervisor desktop.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.

Cisco Unified Contact Center Express Reporting User Guide

This document describes the features that are available to a user using Unified Intelligence Center and all the fields in the Historical Reports and provides the query designs for the Historical Reports. This document also describes the fields, charts, available views, filters, and grouping for the Historical and Live Data Reports.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.

Cisco Security Advisories

Addressing security issues in Cisco products is the responsibility of the Cisco Product Security Incident Response Team (PSIRT). The Cisco PSIRT is a dedicated, global team that manages the receipt, investigation, and public reporting of security vulnerability information that relates to Cisco products and networks.

For information on existing security issues, see Cisco Security Advisories, Responses, and Alerts at:

https://tools.cisco.com/security/center/publicationListing.x

Related Documentation

This section provides links to the documentation of the product components that are deployed with Unified CCX.

Subject

Link

Finesse

For Cisco Finesse documentation, see:

https://www.cisco.com/en/US/products/ps11324/tsd_products_support_series_home.html.

MRCP, ASR and TTS

For Media Resource Control Protocol (MRCP), Automated Speech Recognition (ASR), and the MRCP Text-to-Speech (TTS) client components, see the Third-Party section of the latest compatibility information is located at:

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html.

Customer Collaboration Platform

For Cisco Customer Collaboration Platform documentation, see:

https://www.cisco.com/c/en/us/support/contact-center/unified-contact-center-express-12-5-1/model.html

Cisco Unified Communications Manager

For Cisco Unified Communications Manager documentation, see:

https://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html.

Cisco Unified Intelligence Center

For Cisco Unified Intelligence Center documentation, see:

https://www.cisco.com/en/US/products/ps9755/tsd_products_support_series_home.html.

Unified Workforce Optimization Workforce Management

For Cisco Unified Workforce Optimization Workforce Management documentation, see:

https://www.cisco.com/en/US/partner/products/ps8293/tsd_products_support_series_home.html.

Unified Workforce Optimization Advanced Quality Management

For Cisco Unified Workforce Optimization Advanced Quality Management documentation, see:

https://www.cisco.com/en/US/partner/products/ps8293/tsd_products_support_series_home.html.