Documentation Guide for Cisco Unified Contact Center Enterprise Release 9.0
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Related documentation

Related documentation

This section lists documentation that is related to Cisco Unified Contact Center Enterprise.

Cisco Unified CRM Connector for Siebel

The Unified CRM Connector for Siebel document discusses the specifics regarding integration of Cisco Intelligent Contact Management (ICM) software with the Siebel eBusiness applications. It also describes how to install, test, demonstrate, and administer the Cisco Unified CRM Connector for Siebel and discusses the product architecture.

The document is found here: http:/​/​www.cisco.com/​en/​US/​products/​ps9117/​prod_​technical_​reference_​list.html.

Outbound Option Guide for Unified CCE and Hosted

This manual provides conceptual, installation, and configuration information about the Cisco Unified Contact Center Enterprise (Unified CCE) Outbound Option application (formerly called“Blended Agent”). It also provides verification checklists and troubleshooting information to ensure that the Outbound Option installation and configuration setup is successful.

The document is found here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps524/​products_​user_​guide_​list.html.

Computer Telephony Integration Option documentation

The documents listed in this section are related to the Computer Telephony Integration option.

CTI OS System Managers Guide for Cisco Unified CCE

This manual provides instructions for installing, configuring, and running the Cisco CTI Object Server (CTI OS) product.

The document is found here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps14/​prod_​installation_​guides_​list.html.

Upgrade Guide for ICM and CTI OS for Unified CCE

This document provides information necessary to upgrade ICM and CTI OS components of your Unified Contact Center Enterprise installation to Release 9.0.

The document is found here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1844/​prod_​installation_​guides_​list.html.

Integrating Cisco CTI OS into a Citrix MetaFrame Presentation Server/Microsoft Terminal Services Environment

This document is intended to guide a Citrix administrator through the installation and configuration of Cisco CTI OS in a Citrix MetaFrame Presentation Server, XenApp, or Microsoft Terminal Services (MTS) environment.

The document is found here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps14/​products_​installation_​and_​configuration_​guides_​list.html.

CTI Product Description Guide for Cisco Unified CCE

This manual provides an introduction to Computer Telephony Integration (CTI), as well as an overview and description of the products that are contained in Cisco CTI. It also includes information on how to integrate CTI client applications with Cisco Unified Intelligent Contact Management (Unified ICM).

The document is found here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps14/​products_​feature_​guides_​list.html.

CTI OS Developers Guide for Cisco Unified CCE

This document provides a brief overview of the Cisco Computer Telephony Integration Object Server (CTI OS) product, introduces programmers to developing CTI-enabled applications with CTI OS, and describes the syntax and usage for CTI OS methods and events.

The document is found here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps14/​products_​programming_​reference_​guides_​list.html.

CTI Toolkit Agent and Supervisor Desktop Guide for Unified CCE

This manual provides instructions for using the default, production-ready CTI Toolkit Agent Desktop.

The document is found here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps14/​products_​user_​guide_​list.html.

CTI OS Agent Desktop User Guide for Cisco Unified CCE

This manual provides instructions to use the CTI Toolkit Agent Desktop.

The document is found here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps14/​products_​user_​guide_​list.html.

CTI OS Supervisor Desktop User Guide for Cisco Unified CCE

This manual provides instructions for using the Computer Telephony Integration (CTI) Toolkit Supervisor Desktop. The manual includes descriptions and instructions for features that supervisors use to monitor and manage agent team members.

The document is found here: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps14/​products_​user_​guide_​list.html.