Cisco Unified Contact Center Enterprise Documentation Guide, Release 11.6(1)
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Contents
First Published: August 24, 2017
Documentation Guide
Document Changes
The following tables identify the documents that changed for this release. For Unified CCE documents not listed here, continue to use the 11.5(1) 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.xml.
New Documents in This Release
The following documents are introduced in this release:
Table 1 New Enterprise Chat and Email Documents Document
Notes
Enterprise Chat and Email Upgrade Guide
This document provides instructions to upgrade the Enterprise Chat and Email component for Release 11.(6).
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-guides-list.html.
Enterprise Chat and Email Data Extracts Guide
This document describes the output of the ECE Data Extracts solution for business intelligence. It provides sufficient details to allow an analyst to identify tables and columns from the extract which are of interest to them, as well as to identify the foreign keys that allow multiple tables to be joined within queries.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.
Enterprise Chat and Email Developer’s Guide to Web Service APIs for Chat
This document provides information about Web Services APIs for Chat.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.
Enterprise Chat and Email Administrator’s Guide to Data Adapters
This document introduces Data Adapters and shows how to set up data links to connect to external sources.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.
Other Documentation Sources
This table lists the documentation wikis that are updated in this release.
Document
Notes
Unified CCE Solution Compatibility Matrix Replaces the Compatibility Matrix Wiki.
Updated to meet Unified CCE Solution Release 11.6(1) requirements.
To view the tool, see: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html.
Virtualization for Unified Contact Center Enterprise Updated to meet Unified CCE Release 11.6(1) requirements.
To view the page, see: http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-unified-contact-center-enterprise.html.
Nexus 1000v Support in Unified CCE
Describes the requirements for Nexus 1000V support with Unified CCE.
To view the page, see: http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/nexus1000virt.html#Nexus_1000v_Support_in_Unified_CCE.
Documents Changed in This Release
The following tables list the documents that are updated in this release.
Table 2 Updated Unified CCE Documents Document
Notes
Administration Guide for Cisco Unified Contact Center Enterprise This document includes updates for the following features:
New Web Based CCE Administration gadgets for managing the system and performing other CCE administrative tasks.
New Database Recovery Models.
Added Session Timeouts for Web Setup.
Setting Database Statistics in AW environment.
See the document’s Change History for more details.
Cisco Unified Contact Center Enterprise Developer Reference Guide This document includes the following updated APIs:
Agent API: Sorting by peripheral.name is supported.
Agent API: Sorting by agentTeam.name is supported.
Machinery Inventory API: Sorting by hostName is supported.
Machinery Inventory API: Updated to support the new UCCE 2000 Agent deployment type.
Skill Group API: Sorting by peripheral.name is supported.
Operation Rules: SERVER_CREDENTIALS and SERVER_CONNECTION are updated.
Outbound Option Import List API and Outbound Option Import Get API are updated.
Personal Call Back API is updated.
See the document’s Change Log for more details.
Cisco Unified Contact Center Enterprise Features Guide This document includes changes for the following features:
Updated the Multi Domain SSO Federation feature.
Updated and restructured the information for the Context Service feature.
Updated the support for the SAM-Account Name or UPN choice based on User-ID Configuration in the Single Sign-on feature.
See the document’s Change History for more details.
Cisco Unified Contact Center Enterprise Installation and Upgrade Guide This document includes changes for the following features:
Updated the Installation and uninstallation procedures for this release.
Updated the procedure to install NET framework before installing Unified CCE Release 11.6(1).
Updated the procedure to enable support for Outbound Option High Availability feature.
Added the note to specify the 12-hour time format requirement for Outbound to Set Windows Locale.
Updated the Command Line Interface (CLI) commands for TLS v1.2 minimum version support.
See the document’s Change History for more details.
Cisco Unified Contact Center Enterprise Reporting User Guide This document includes changes for the following features:
See the document’s Change History for more details.
Configuration Guide for Cisco Unified ICM/Contact Center Enterprise This document includes changes for the following features:
Addition of Agent Extensions to hunt lists and hunt groups is not supported.
Removed CTI OS references. CTI OS is End-of-life.
See the document’s Change History for more details.
CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise This document includes the changes for the following features:
Added the Cisco Unified Mobile Agent feature.
Added the CTI OS Encryption Support.
Added the Overview of CTI OS Upgrade and steps to upgrade to CTI OS Release 11.6(1).
Added the process to uninstall CTI OS Release 11.6(1) including base version uninstallation.
See the document’s Change History for more details.
CTI Server Message Reference Guide for Cisco Unified Contact Center Enterprise This document includes changes for Protocol Version 21 and the following features:
Added NumMRDs, FLTAgentMRDID, and FltAgentMRDState under CONFIG_AGENT_EVENT.
Added the details for EventReasonCode supported only for the Not Ready and Logged Off agent states.
Added a new Message with the type 259. This Message is reserved for internal use only.
See the document’s Change History for more details.
Database Schema Handbook for Cisco Unified Contact Center Enterprise This document includes changes for the following database schema tables:
Updated the System_Capacity_Interval table.
Updated the Dialer_Real_Time table.
Updated the Dialer_Interval table.
This document includes changes for the following database information:
New machine types: Data Center, Unified CCE Peripheral Gateway for the remote site, Unified CVP for the remote site, Finesse Primary for the remote site, and Finesse Secondary for the remote site.
New service types: Voice Response Unit Connection, Unified Communications Manager Connection, Cisco Virtualized Voice Browser IP Address, Data Center IP Address.
Added new Deployment Type 16 (UCCE: 2000 Agents).
Updated the list of configuraiton limits.
Updated the calculation for Service Level.
Removed support for HCS-CC 500 Agent Deployment Type.
Changed the term remote data center to remote site.
Changed the term core data center to main site.
See the document’s Change History for more details.
Outbound Option Guide for Unified Contact Center Enterprise This document includes changes for the following features:
Information about the control behavior for cancellation of started call attempts based on CancelDialingCalls setting in the Registry Setting section.
Information about how to avoid the scenario where the dialer still an internal call can interrupt an agent on a reservation call in the Agent Campaign section.
Do Not Call Considerations.
Details about Outbound Option High Availability. Included Information about Two-Way Replication, such as preliminary requirements, installation and configuration steps, and other updates.
See the document’s Change History for more details.
Port Utilization Guide for Cisco Unified Contact Center Enterprise Solutions This document includes the following changes for features and ports:
Removed Cisco Agent Desktop (CAD) Port Utilization and Cisco Voice Integration to Genesys Call Center.
Added Campaign Manager Logger A and Logger B ports for the Outbound Option High Availability feature.
Updated information for GED-188 (CTI Server), CTI OS Server, CTI OS Supervisor Desktop, and CTI OS Silent Monitor Service, GED-188 (CTI Server), CTI OS Server, and CTI OS Supervisor.
See the document’s Change History for more details.
Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise Removed the CTI OS and CAD references.
See the document’s Change History for more details.
Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise This document includes the following changes:
Removed the Microsoft Windows Version information for ISE and CAD references.
See the Cisco Unified CCE Compatibility Matrix for the information about Windows Version information for ISE at the following URL:
See the document’s Change History for more details.
Security Guide for Cisco Unified ICM/Contact Center Enterprise This document includes changes for the following features:
Removed CTI OS and CAD references.
Removed incorrect information on encryption support as a part of the TLS v1.2 changes.
Added ISE supports for TLS v1.2 and v1.1.
See the document’s Change History for more details.
Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise This document includes changes for Outbound Option High Availability.
See the document’s Change History for more details.
Staging Guide for Cisco Unified ICM/Contact Center Enterprise This document includes changes for the following features:
Removed CTI OS and CAD references.
Modified Windows Server Staging chapter.
Added a note in User Migration Tool Features topic stating that the User Migration tool is not applicable for SSO users.
See the document’s Change History for more details.
Solution Design Guide for Cisco Unified Contact Center Enterprise This document includes changes for the following features:
Changed configuration limits in the Configuration Limits and Feature Availability for Reference Designs section.
Added Expanded Outbound Option high availability options.
Added a note stating that the CUBE allocates a DSP for each outbound dialer call, whether or not the CPA is enabled.
Added UCCE: 2000 Agent deployment type and updated dynamic sizing limits.
Added information on sizing CUBE.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-implementation-design-guides-list.html.
Plan
Release Notes for Cisco Unified Contact Center Enterprise Solutions
Audience: All.
Purpose: Describes new features and changes in Unified CCE, Unified CVP, Unified VVB, Finesse, Unified Intelligence Center, Remote Expert Mobile, SocialMiner, Unified CCMP, and Enterprise Chat and Email 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.
Solution Design Guide for Cisco Unified Contact Center Enterprise
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 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.
Enterprise Chat and Email System Requirements
Audience: Engineers, system architects, and other technical audience who plan, design, and prepare the installation of ECE.
Purpose: Describes requirements.
Content: Outlines the software specification for ECE. Provides details about compatible third party software requirements and contains links to other documents that provide hardware and bandwidth specifications.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.
Enterprise Chat and Email Design Guide
Audience: Engineers, system architects, and other technical audience who plan, design, and prepare the installation of ECE.
Purpose: Describes design considerations and guidelines.
Content: Provides an overview of the system, system architecture, system flow for different types of interactions, deployment models, and links to sizing guidelines.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.
Install and Upgrade
Cisco Unified Contact Center Enterprise Installation and Upgrade Guide
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.
Pre-installation Planning Guide for Cisco Unified ICM
Audience: Managers and administrators.
Purpose: Describes pre-installation requirements and issues to address in preparing for a Unified ICME installation.
Content: Planning for different protocols, servers, and functions, site preparation, Datacom requirements, and 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.
Staging Guide for Cisco Unified ICM/Contact Center Enterprise
Audience: Installers.
Purpose: How to stage deployments of Unified Intelligent Contact Management and Contact Center Enterprise.
Content: System diagrams, staging steps, and sample test cases for supported models of Unified CCE.
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
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 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.
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 Unified ICM Configuration Manager and a description of how to establish administration connections.
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.
Integration of Citrix XenApp with Cisco CTI OS
Audience: Citrix administrator.
Purpose: Guide the user through the installation and configuration of CTI OS Release 11.0(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.
Enterprise Chat and Email Installation Guide (for Unified Contact Center Enterprise)
Audience: Engineers, system architects, and other technical audience who install ECE for Unified CCE.
Purpose: Procedures and instructions.
Content: Provides instructions on all the pre-installation, installation, and post-installation tasks required to complete the installation of ECE for Unified Contact Center Enterprise.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-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
Audience: Managers and administrators.
Purpose: How to use the Unified ICM/CCE 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.
Outbound Option Guide for Unified Contact Center Enterprise
Audience: Managers and administrators.
Purpose: Provides conceptual, installation, and configuration information about the 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/unified-contact-center-enterprise/products-user-guide-list.html.
Port Utilization Guide for Cisco Unified Contact Center Enterprise Solutions
Audience: Managers and administrators.
Purpose: How to configure Quality of Service (QoS) and Firewall/VPN solutions on a network. Use this guide when you implement an Architecture for Voice, Video, and Integrated Data (AVVID) solution.
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.
Setup and Configuration Guide for Cisco Unified Contact Center Hosted
Audience: Managers and administrators.
Purpose: How to set up, run, and administer the Unified CCE Hosted product.
Content: Specific instructions for installing, configuring, and upgrading software 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.
Setup and Configuration Guide for Cisco Unified ICM
Audience: Managers and administrators.
Purpose: How to set up, run, and administer the Unified ICM Hosted product.
Content: Unified ICM-specific instructions for installing, configuring, and upgrading software 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.
Enterprise Chat and Email Browser Settings Guide
Audience: All users of ECE who log into the Supervision, KB, Administration, Reports, Tools, and System Consoles of ECE.
Purpose: How to set up web browser and Java for ECE.
Content: Instructions for setting up the web browser before logging into the system and configuring Java.
To view the latest guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-user-guide-list.html.
Enterprise Chat and Email Deployment and Maintenance Guide (for Unified Contact Center Enterprise)
Audience: System administrators responsible for integrating ECE with Unified CCE and maintaining the deployment over time.
Purpose: How to prepare for and maintain an installation.
Content: Provides instructions on preparing unified CCE for integration. Also includes directions for maintaining the integrated ECE over time.
To view the latest guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.
Administer and Maintain
The guides listed in this section relate to the administration and maintenance tasks that are performed regularly to keep the system running smoothly.
Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise
Audience: Managers and administrators.
Purpose: How to monitor and manage Unified CCE and Unified ICME.
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.
Administration Guide for Cisco Unified Contact Center Enterprise
Audience: Managers and administrators.
Purpose: How to administer components of the Unified CCE 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.
SNMP Guide for Cisco Unified ICM/Contact Center Enterprise
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.
Cisco Unified Contact Center Enterprise Reporting User Guide
Audience: Managers and administrators, business owners, supervisors.
Purpose: How to interpret reporting data.
Content: Descriptions of stock and Live Data 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
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/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html.
Security 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.
Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise
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
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.
Enterprise Chat and Email Administrator's Guide to Administration Console
Audience: System, Partition and Department Administrators of ECE.
Purpose: Describes the Administration Console.
Content: Introduces the Administration Console and helps users understand how to use it to set up and manage various business resources.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.
Enterprise Chat and Email Administrator's Guide to Email Resources
Audience: Partition and Department Administrators of ECE responsible for configuring the system to service emails from customers.
Purpose: Describes email basics.
Content: Introduces the administrator to the email infrastructure within the application. Includes instructions on how to set up aliases, block unwanted emails and files from entering the system, and handle delivery exceptions.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.
Enterprise Chat and Email Administrator's Guide to Chat and Collaboration Resources
Audience: Partition and Department Administrators of ECE responsible for configuring the system to service chats and callback activities.
Purpose: Describes Chat and Collaboration and Template Sets.
Content: Introduces the administrator to the chat and collaboration infrastructure within the application. It includes instructions on how to set up entry points and templates.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.
Enterprise Chat and Email Administrator's Guide to Routing and Workflows
Audience: Partition and Department Administrators of ECE responsible for configuring the system to route activities to the appropriate users.
Purpose: Routing and workflow procedures.
Content: Introduces the administrator to routing and explains how to set up service levels and queues for emails.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.
Enterprise Chat and Email Administrator's Guide to Tools Console
Audience: Partition and Department Administrators of ECE.
Purpose: Describes the Tools Console.
Content: Describes how to create custom attributes for business objects.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.
Enterprise Chat and Email Administrator's Guide to Reports Console
Audience: Business users of ECE.
Purpose: Describes the Reports Console.
Content: Provides details about historical reports available in the Reports Console of ECE.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-user-guide-list.html.
Enterprise Chat and Email Administrator's Guide to System Console
Audience: Business users of ECE.
Purpose: Describes the System Console.
Content: Introduces the system console and describes how to use it to set up and monitor system services.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/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 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.
Enterprise Chat and Email Supervisor's Guide
Audience: Supervisors of agent using ECE to service customer emails and chats.
Purpose: How to work with ECE as a supervisor.
Content: Describes how to monitor queues and users.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-user-guide-list.html.
Reference
The guides listed in this section are technical references or reference Docwikis related to 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.
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
CTI OS Developer Guide for Cisco Unified ICM/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 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 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 CCE and application programs.
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.
Database Schema Handbook for Cisco Unified Contact Center Enterprise
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.
Open Source Used in Cisco Unified Contact Center Enterprise and Packaged Contact Center Enterprise
Audience: Lawyers.
Purpose: To acknowledge open source code used in Unified CCE and Packaged CCE.
Content: Licenses and notices for open source software used in Unified CCE and Packaged CCE.
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.
Unified ICM ACD Supplements
The following information pertains to all 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.
The following supplements are valid for this release:
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 http://tools.cisco.com/security/center/publicationListing.x
Related Documents
Subject Link Cisco Unified Contact Center Enterprise (Unified CCE)
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/tsd-products-support-series-home.html Cisco Unified Communications Manager
http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/tsd-products-support-series-home.html Cisco Unified Intelligence Center
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/tsd-products-support-series-home.html Cisco Finesse
http://www.cisco.com/c/en/us/support/customer-collaboration/finesse/tsd-products-support-series-home.html Cisco Unified Customer Voice Portal (Unified CVP)
http://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html Cisco Remote Expert Mobile
Cisco SocialMiner
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