Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 10.0(1)
Configuration Manager
Downloads: This chapterpdf (PDF - 1.17 MB) The complete bookPDF (PDF - 5.99 MB) | The complete bookePub (ePub - 1.93 MB) | Feedback

Configuration Manager

Configuration Manager

You perform most Packaged CCE configuration with the Unified CCE Web Administration gadgets. Limited configuration is performed in the legacy Configuration Manager toolset. This section describes the tools in Configuration Manager and explains how and why to access them for Packaged CCE.

Media Routing Domain List

If you plan to use multichannel routing, you must configure one or more Media Routing Domains (MRDs) for them. The system uses MRDs to organize how requests from different media are routed to agents. After you add them in Configuration Manager, these MRDs populate the Select Media Routing Domain popup window in the Dialed Number tool. If MRDs are already configured, you might need to access this tool to change settings such as Max time in queue or Service Level Threshold.

    Step 1   Open Configuration Manager and navigate to Tools > List Tools > Media Routing Domain List.
    Step 2   Click Retrieve. Cisco_Voice is configured by default.
    Step 3   Click Add.
    Step 4   Enter the name of the MRD.
    Step 5   From the Media Class drop-down menu, select any of the CIM_BC, CIM_WIM, or CIM_EIM media classes (or a custom media class if you have added one) depending on the purpose of the MRD. Typically you have at least one MRD for each media class.

    The Service Level Threshold value is the system-default that is used to configure a skill group.

    Step 6   Enter required fields. Refer to the Media Routing Domain List online help for field explanations.
    Step 7   Save the configuration.

    Permanent Deletion

    Some objects are "marked for deletion" only in Unified CCE Administration. They remain in the system for reporting and record-keeping purposes. Follow this procedure to delete them permanently:

      Step 1   Open Configuration Manager.
      Step 2   Select Tools > Miscellaneous Tools > Deleted Objects.
      Step 3   Click the table name for the object you want to delete. This action opens a panel showing all records for that table that have been marked for deletion.
      Step 4   Select one, several, or all records.
      Step 5   Click Delete Permanently.