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Cisco Unified Contact Center Enterprise Documentation Guide, Release 10.5(1)

Cisco Unified Contact Center Enterprise Documentation Guide, Release 10.5(1)

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Documentation Overview for Unified Contact Center Enterprise

Documentation Overview for Unified Contact Center Enterprise

This document explains the organization of the technical documentation for Cisco Unified Contact Center Enterprise Release 10.5(1). Use this document to understand where you can find types of information in the customer documentation suite.

Documentation Changes

The following tables show the documents that changed for Unified CCE release 10.5(1). Note that for minor releases Unified CCE only publishes documents that are revised. For Unified CCE documents not listed here, continue to use the 10.0 version or the latest version published.

Updated documents are also listed under Collaboration in What's New in Cisco Product Documentation at: http:/​/​www.cisco.com/​c/​en/​us/​td/​docs/​general/​whatsnew/​whatsnew.html. This service lists new and revised Cisco documentation since the last release of this monthly publication. You can also subscribe to the What's New in Cisco Product Documentation RSS feed to deliver updates directly to an RSS reader on your desktop. To subscribe, paste this URL into your RSS reader: http:/​/​www.cisco.com/​cdc_content_elements/​rss/​whats_new/​whatsnew_​rss_​feed

New Documents in This Release

No new documents are added in this release.

Documents Retired in This Release

No documents are retired in this release.

Documentation Wikis

This table lists the documentation wikis that are updated in this release.

Document Notes

Compatibility Matrix for Unified CCE Doc Wiki

Updated to meet Unified CCE Release 10.5(1) requirements, including:.

  • Outbound Option SIP Dialer is supported with 3845 and 28xx IOS 15.1(1)T image.
  • Unified CCE releases 9.0 and 10.0 support Active Directory on both Windows Server 2008 and 2012.

To view the latest docwiki, seehttp:/​/​docwiki.cisco.com/​wiki/​Compatibility_​Matrix_​for_​Unified_​CCE.

Virtualization for Unified CCE Doc Wiki

Updated to meet Unified CCE Release 10.5(1) requirements.

Content changes include details about component and capacity point, VM configuration requirements, and supported hardware. Additional information about Specs-based support and virtualization support for ICM Network Interface Controllers is also available.

In addition, the wiki was updated into a new page format to improve usability and consistency.

To view the latest docwiki, see http:/​/​docwiki.cisco.com/​wiki/​Virtualization_​for_​Unified_​CCE.

Documents Changed in This Release

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

Document Notes

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted

Revised for Unified CCE Release 10.5(1).

This document contains updated content related to

  • Database Sync
  • UCCE Supervisor access to Unified CCE Administration tools
  • JAL and DTAL support
  • CTI Route Points require unique DNs

Cisco Unified Contact Center Enterprise Design Guide

Revised for Unified CCE Release 10.5(1).

This document contains updated content related to

  • Precision Queue enhancements
  • PG failover enhancements
  • Outbound Option SIP Dialer support
  • SCCP dialer deprecated
  • IPSEC configuration
  • JAL and DTAL support
  • Bandwidth calculators to size network and system resources for Unified CCE deployments

Cisco Unified Contact Center Enterprise Developer Reference

Revised for Unified CCE Release 10.5(1).

This document contains updated content related to Precision Queue enhancements

Cisco Unified Contact Center Enterprise Features Guide

Revised for Unified CCE Release 10.5(1).

This document contains updated content related to

  • Precision Queue enhancements
  • corrected configuration information for Mobile Agent

Cisco Unified Contact Center Enterprise Installation and Upgrade

Revised for Unified CCE Release 10.5(1).

This document contains updated content related to

  • phone and AutoAnswer configuration requirements
  • support to upgrade JRE version
  • CTI Route Points require unique DNs
  • software distribution no longer offered on DVD

Cisco Unified Contact Center Enterprise Reporting User Guide

Revised for Unified CCE Release 10.5(1).

This document contains updated content related to report descriptions.

Configuration Guide for Cisco UnifiedICM/Contact Center Enterprise & Hosted

Revised for Unified CCE Release 10.5(1).

This document contains updated content related to Agent State Trace.

CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

Revised for Unified CCE Release 10.5(1).

This document contains updated content related to CTI OS uninstall and server setup.

Database Schema Guide for Cisco Unified Contact Center Enterprise

Revised for Unified CCE Release 10.5(1).

This document contains updated content related to Precision Queue enhancements.

Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted

Revised for Unified CCE Release 10.5(1).

This document contains updated content related to

  • SIP Dialer-CUBE enhancements
  • Outbound Option reports and the Unified CCE Reporting User Guide
  • call result types for SIP responses

Port Utilization Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

Revised for Unified CCE Release 10.5(1).

This document contains updated content related to DBAgent TCP port and Dialer UDP/RTP port range calculations.

Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted

Revised for Unified CCE Release 10.5(1).

Security Best Practices Guide for Cisco for Unified ICM/Contact Center Enterprise & Hosted

Revised for Unified CCE Release 10.5(1).

This document contains updated content related to clarifying and correcting security information.

Serviceability Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise

Revised for Unified CCE Release 10.5(1).

This document contains updated content related to

  • REST API enhancements for Diagnostic Framework
  • Precision Queue enhancements
  • PerfMon addition of Unified CCE Data Collector Set Template

SNMP Guide for Cisco UnifiedICM/Contact Center Enterprise and Hosted

Revised for Unified CCE Release 10.5(1).

Staging Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

Revised for Unified CCE Release 10.5(1).

This document contains updated content related to

  • Infosec service account user name
  • Staging and configuration procedures for Windows Server 2008 R2 OS
  • support for Active Directory on Windows Server 2008 and 2012.

Plan

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

Cisco Unified Contact Center Enterprise Release Notes

Audience: All.

Purpose: Describe new features and changes for a given release.

Content: What's new in the release, restrictions and limitations, and caveats.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-release-notes-list.html.

Cisco Unified Contact Center Enterprise Design Guide

Audience: Designers and installers.

Purpose: Provides design considerations and guidelines for deploying the Cisco Unified CCE System.

Content: Architecture overview, types of deployments, features, requirements and constraints.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-implementation-design-guides-list.html.

Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICME/CCE

Audience: Managers and administrators.

Purpose: How to how to install, configure, and use the Cisco Contact Center Gateway feature.

Content: Descriptions and procedures for getting started and deploying the feature.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-installation-guides-list.html.

Install and Upgrade

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

Cisco Unified Contact Center Enterprise Installation and Upgrade

Audience: Installers.

Purpose: How to install the components and software for Unified CCE.

Content: High-level information about hardware configuration and software setup.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-installation-guides-list.html.

Remote Silent Monitoring Installation and Administration Guide

Audience: Installers.

Purpose: How to install the RSM server.

Content: Descriptions and instructions.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-installation-guides-list.html.

Staging Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted

Audience: Installers.

Purpose: How to stage deployments of Cisco Unified Intelligent Contact Management Enterprise/Hosted (Unified ICM/ICMH).

Content: System diagrams, staging steps and sample test cases for supported models of Unified Contact Center Enterprise/Hosted.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-installation-guides-list.html.

Installation Guide for Cisco Unified Automated Administrator for Avaya Aura Contact Center

Audience: Installers.

Purpose: How to install and troubleshoot Cisco Automated Administrator for Avaya Aura Contact Center.

Content: Information about creating application instances using the Cisco Unified Intelligent Contact Management (Unified ICM) Configuration Manager and a description of how to establish administration connections.

To view the latest guide, see: http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​custcosw/​ps1844/​prod_​installation_​guides_​list.html.

Configure

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

Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

Audience: Managers and administrators.

Purpose: How to use the Unified ICM/CCE/CCH configuration tools to configure and maintain the Unified ICM database.

Content: Procedures for using the configuration tools.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-installation-and-configuration-guides-list.html.

Port Utilization Guide for Cisco Unified Intelligent Contact Management Enterprise & Hosted

Audience: Managers and administrators.

Purpose: How to configure Quality of Service (QoS) and Firewall/VPN solutions on a network when an Architecture for Voice, Video, and Integrated Data (AVVID) solution is implemented.

Content: List of the TCP and UDP ports used by Cisco Contact Center products and step-by-step instructions.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-installation-and-configuration-guides-list.html.

Serviceability Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise

Audience: Managers and administrators.

Purpose: How to monitor and manage Unified Contact Center Enterprise (Unified CCE) / Hosted (Unified CCH) and Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) and Hosted (Unified ICMH).

Content: Description and instructions.

To view the latest guide, see:http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-installation-and-configuration-guides-list.html.

SNMP Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

Audience: Managers and administrators.

Purpose: Descriptive.

Content: The Simple Network Management Protocol (SNMP) feature support found in Unified CCE.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-installation-and-configuration-guides-list.html.

Setup and Configuration Guide for Cisco Unified Contact Center Hosted

Audience: Managers and administrators.

Purpose: How to set up, run, and administer the Cisco Unified Contact Center Hosted (Unified CCH) product.

Content: Specific instructions for installing, configuring, and upgrading software components.

To view the latest guide, see: http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​custcosw/​ps1844/​prod_​installation_​guides_​list.html.

Setup and Configuration Guide for Cisco Unified ICM Hosted

Audience: Managers and administrators.

Purpose: How to set up, run, and administer the Cisco Unified Intelligent Contact Management Hosted (Unified ICMH) product.

Content: Unified ICMH-specific instructions for installing, configuring, and upgrading software components.

To view the latest guide, see: http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​custcosw/​ps1844/​prod_​installation_​guides_​list.html.

Administer and Maintain

The guide listed in this section relates to the administration and maintenance tasks that are performed on a regular basis to keep the system running smoothly.

Administration Guide for Cisco Unified Contact Center Enterprise & Hosted

Audience: Managers and administrators.

Purpose: How to administer components of the Unified Contact Center Enterprise / Unified Contact Center Hosted (Unified CCE/CCH) solution for voice and multichannel contact centers.

Content: Database administration, event management, support services, and the system software’s fault tolerant architecture.

To view the latest document, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-maintenance-guides-list.html.

User

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

Cisco Unified Contact Center Enterprise Reporting User Guide

Audience: Managers and administrators, business owners, supervisors.

Purpose: How to interpret reporting data that is stored in Cisco Unified Intelligence Center.

Content: Descriptions and explanation of reports.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-user-guide-list.html.

Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise & Hosted

Audience: Managers and administrators, business owners, supervisors.

Purpose: Understand the importance of planning, configuration, and scripting for accurate reporting data.

Content: Descriptions of reporting entities, concepts, and environment.

To view the latest guide, see: http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​custcosw/​ps1844/​products_​user_​guide_​list.html.

Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted

Audience: Managers and administrators.

Purpose: How to use the Script Editor tool.

Content: Procedures to create and maintain routing and administrative scripts.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-user-guide-list.html.

ICM-to-ICM Gateway User Guide for Cisco Unified Contact Center Enterprise and Hosted

Audience: Managers and administrators.

Purpose: Describes the ICM-to-ICM Gateway feature.

Content: ICM-to-ICM Gateway functionality, architecture, call flows, and step-by-step instructions for configuring ICM systems for the ICM-to-ICM Gateway user.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-installation-and-configuration-guides-list.html.

Cisco Unified Contact Center Enterprise Features Guide

Audience: All

Purpose: Lists optional features that can be configured in Unified CCE.

Content: Feature descriptions and configuration details.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-feature-guides-list.html.

Security Best Practices Guide for Cisco Unified ICM/Contact Center Enterprise

Audience: Managers and administrators.

Purpose: How to configure the network securely.

Content: Security hardening configuration guidelines.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-installation-and-configuration-guides-list.html.

Reference

The guides listed in this section are technical references or reference Docwikis related to Unified CCE.

Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise & Hosted

Audience: Managers and administrators.

Purpose: Reference. Explains how data is organized for the Cisco Unified CCE software.

Content: Describes table parameters and values.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-technical-reference-list.html.

Virtualization for Unified CCE Docwiki

Audience: Installers, administrators, and designers.

Purpose: Reference.

Content: Information about deploying Unified CCE on VMware.

To view the latest docwiki, see: http:/​/​docwiki.cisco.com/​wiki/​Unified_​Contact_​Center_​Enterprise.

Unified CCE Compatibility Matrix Docwiki

Audience: Installers, administrators, and designers.

Purpose: Reference.

Content: Compatibility information that applies to all versions of Unified CCE .

To view the latest docwiki, see: http:/​/​docwiki.cisco.com/​wiki/​Compatibility_​Matrix_​for_​Unified_​CCE.

Cisco Unified Contact Center Enterprise Developer Reference Guide

Audience: Developers.

Purpose: Reference.

Content: API conventions and descriptions of all Unified CCE APIs.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-programming-reference-guides-list.html.

Open Source Used in Unified Contact Center Enterprise and Hosted

Audience: Lawyers.

Purpose: To acknowledge open source code used in Unified CCE.

Content: Licenses and notices for open source software used in Unified CCE and Hosted.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-licensing-information-listing.html.

Cisco Unified Intelligent Contact Management (Unified ICM) ACD PG Supportability Matrices

Audience: Managers and administrators.

Purpose: Reference.

Content: Lists supported product combinations for the Cisco ICM ACD PG product sets.

To view the latest guide, see: http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​custcosw/​ps1844/​products_​device_​support_​tables_​list.html.

Cisco Unified CRM Connector for Siebel

Audience: Administrators and integrators.

Purpose: Reference

Content: Describes the integration of Cisco Intelligent Contact Management (ICM) software with the Siebel eBusiness applications.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-crm-connector/​products-technical-reference-list.html

Unified ICM ACD Supplements

The following supplements are valid for this release.

  • Cisco Unified ICM ACD Supplement for Avaya Aura Contact Center
  • Cisco Unified ICM ACD Supplement for Aspect Contact Server
  • Cisco Unified ICM ACD Supplement for VRU Peripheral Gateway
  • Cisco Unified ICM ACD Supplement for Avaya Communications Manager

The following information pertains to all of the ICM ACD supplements.

Audience: System managers.

Purpose: How to integrate various telephony devices into Unified CCE.

Content: Configuration information specific to the gateway.

To view the latest guides, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-technical-reference-list.html.

Related Documentation

The guides in this section are for products related to Unified CCE.

Outbound Option Guide for Unified Contact Center Enterprise and Hosted

Audience: Contact center supervisors and technology experts.

Purpose: Provides conceptual, installation, and configuration information about the Cisco Unified Contact Center Enterprise (Unified CCE) Outbound Option application.

Content: Procedures and instructions.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​outbound-option/​products-user-guide-list.html.

Pre-installation Planning Guide for Cisco Unified ICM Enterprise and Hosted

Audience: Managers and administrators.

Purpose: Describes pre-installation requirements and issues to address in preparing for a Cisco Unified ICME installation.

Content: Planning for different protocols, servers, and functions, site preparation, Datacom requirements, IP address worksheets.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-installation-guides-list.html.

CTI OS Developer Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

Audience: System integrators and programmers who want to integrate C++ CTI client applications with Unified CCE.

Purpose: Descriptive.

Content: The Customer Telephony Integration (CTI) Server message interface between Unified Contact Center Enterprise (Unified CCE) and application programs.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​computer-telephony-integration-option/​products-programming-reference-guides-list.html.

CTI Server Message Reference Guide (Protocol Version 16) for Cisco Unified Contact Center Enterprise


Note


The title of this document is changed in this release. The previous title was CTI Server Message Reference Guide (Protocol Version 17) for Cisco Unified Contact Center Enterprise

Audience: System integrators and programmers who want to integrate C++ CTI client applications with Unified CCE.

Purpose: Descriptive.

Content: The Customer Telephony Integration (CTI) Server message interface between Unified Contact Center Enterprise (Unified CCE) and application programs.

To view the latest guide, see: https:/​/​developer.cisco.com/​site/​collaboration/​contact-center/​contact-center-ent/​cti-protocol/​overview/​.

Integrating Cisco CTI OS Release 10.0(x) into Citrix XenApp 6.5

Audience: Citrix administrator.

Purpose: Guide the use through the installation and configuration of Cisco CTI OS Release 10.0 (x) in Citrix XenApp 6.5.

Content: Procedures and instructions.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-installation-guides-list.html.

CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

Audience: System administrators and other personnel who are responsible for installing and maintaining CTI OS and its associated components.

Purpose: How to install, configure, and run the Cisco CTI Object Server (CTI OS) product.

Content: Instructions for installing, configuring, and testing components.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​unified-contact-center-enterprise/​products-installation-guides-list.html.

CTI OS Supervisor Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

Audience: Supervisors who manage agent teams.

Purpose: How to use the CTI Toolkit Supervisor Desktop.

Content: Procedures and instructions for using supervisor features to monitor and manage agent team members.

To view the latest guide, see: http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​custcosw/​ps14/​products_​user_​guide_​list.html.

CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

Audience: Agents who use the CTI Toolkit Agent Desktop to answer and process calls.

Purpose: How to use the CTI Toolkit Agent Desktop.

Content: Procedures and instructions.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​computer-telephony-integration-option/​products-user-guide-list.html.

Cisco Agent Desktop User Guide for Unified Contact Center Enterprise and Hosted

Audience: Contact center agents who use Agent Desktop.

Purpose: How to use Agent Desktop.

Content: Procedures and instructions to install, configure, and manage.

To view the latest guide, see: http:/​/​www.cisco.com/​c/​en/​us/​support/​customer-collaboration/​agent-desktop/​products-user-guide-list.html.