This documentation guide provides details of all the documents for this release of Unified Contact Center Express (Unified CCX), Release 12.5(1) SU2 and contains links to the documents.
For the latest version of all of the documents of Unified CCX, see:
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
The following table lists the documents that are updated for this release.
|
Document |
Notes |
|---|---|
|
Cisco Unified Contact Center Express Administration and Operations Guide |
Updates to this document are as follows: Added information about using OpenWebStart to launch Real Time Reporting (RTR) Added information about key lengths for ECDSA and RSA certificates Added the show tls server cert_type and set tls server cert_type commands Updated the license smart reservation request command Added new chapter, Chapter 24, "VPN-less Access to Finesse Desktop" Added new appendix, Appendix D, "Reverse-Proxy Configuration" |
|
Cisco Unified Contact Center Express Features Guide |
Updates to this document are as follows: Added information about Specific License Reservation being available by default |
|
Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express |
Updates to this document are as follows: Added information about the availability of VPN-less Finesse desktop for agents and supervisors |
|
Cisco Unified Contact Center Express Installation and Upgrade Guide |
Updates to this document are as follows: Added a note about DVDs not being supported Added info about the unavailability of the Service Update (SU) upgrade from the installation disk Added details about preupgrade COP files |
|
Cisco Unified Contact Center Express Getting Started with Scripts |
Updates to this document are as follows: Added info about the support of OpenWebstart in viewing the .jnlp files |
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Solution Design Guide for Cisco Unified Contact Center Express |
Updates to this document are as follows: Added information about the availability of VPN-less Finesse desktop for agents and supervisors |
|
Port Utilization Guide for Cisco Unified Contact Center Express Solution |
Updates to this document are as follows: Added port 8442 Added info about port mapping in VPN-less deployment |
Documents Not Updated in This Release
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Getting Started with IP IVR Guide
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Cisco Unified Contact Center Express Expression Language Reference Guide
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Cisco Unified Contact Center Express Editor Step Reference Guide
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Cisco Unified Contact Center Express Reporting User Guide
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Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR
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Cisco Unified Contact Center Express Database Schema Guide
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Cisco Unified Contact Center Express CTI Protocol Developer Guide
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Cisco Unified Contact Center Express Developer Guide
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) SU1 |
Replaces the Compatibility Matrix Updated to meet Cisco Unified Contact Center Express, Release 12.5(1) SU2 requirements. To view the page, see |
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:
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:
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:
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:
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:
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Using the Unified CCX Serviceability interface to configure, monitor, and troubleshoot Unified CCX services and components.
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Using Real-Time Monitoring Tool (RTMT) to monitor system performance and troubleshoot system problems.
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Backing up and restoring.
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Using CLI commands to configure, administer and troubleshoot Unified CCX.
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Using the TCP and UCP ports.
The latest guide is located at:
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:
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:
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:
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:
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:
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:
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:
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.htmlUser
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.
Reference
The guides listed in this section are technical references related to Unified CCX.
Cisco Unified CCX Database Schema Guide
This document describes how data is organized in the Unified CCX databases.
The latest guide is located at: https://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_technical_reference_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.
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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: |
| Customer Collaboration Platform |
For Cisco Customer Collaboration Platform documentation, see: |
|
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. |
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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. |
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Cisco Webex Workforce Optimization |
For Cisco Webex Workforce Optimization documentation, see: https://www.cisco.com/c/en/us/support/contact-center/webex-workforce-optimization/series.html. |
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