This table lists and links to changes made to this guide and gives the dates those changes were made. Earliest changes appear in the bottom rows.
Initial release of document
December 12, 2013
About this guide
Unified CCE Administration is a set of web-based tools for creating, configuring, and maintaining objects, such as agents, teams, skill groups, and call types, that are used to operate contact centers. This guide explains the complete set of Unified CCE Administration tools that are available in a Packaged CCE deployment for an Administrator who has the System Administrator role. Administrators with other roles, Supervisors, and those who sign in with other deployment types may not have access to all of tools documented in this guide (see Deployment types).
This guide is prepared for:
Contact center administrators who configure and run the contact center, manage agents and supervisors, and address operational issues.
Contact center supervisors, who lead agent teams and are responsible for team performance.
This guide is written with the understanding that your system has been deployed by a partner or service provider who has validated the deployment type, virtual machines, and database and has verified that your contact center can receive and send calls.
This chapter explains the basics of signing in and working in the Unified CCE Administration interface.
Part I: Manage Users
Chapters in Part I explain the three types of users who can access or who are maintained by Unified CCE Administration:
Agents—Contact center agents cannot sign in to Unified CCE Administration. However, Unified CCE Administration is the toolset where agents are created by Administrators and are maintained by Administrators and Supervisors.
Supervisors—These are contact center agents to whom Administrators have conferred the status of supervisor. With that status, they can sign in to Unified CCE Administration with their agent credentials and have access to certain tools that allow them to manage agents who are members of teams that they supervise.
Administrators—Administrators are in the Active Directory Config Security Group or the Setup Security Group and can access the Unified CCE Administration tools (both user interface and APIs) as determined by their Administrator Permissions.
Part II: Manage Contact Center Operations
Chapters in Part II cover the tools that are used for:
Queues—This chapter explains the tools used to route calls to agents. These are agent attributes, precision queues built with those attributes, and skill groups that organize agents by their expertise.
Calls—This chapter explains the tools that determine how calls are handled.
Bulk Jobs—This chapter explains the bulk job tools that allow you to create multiple agent, dialed-number, call type, and skill group records in a single operation.
Part III: Manage System
Chapters in Part III explain the General System tools an Administrator can use, including
Information—Use this tool to view general, capacity, peripheral gateway, and, for some deployments, system validation information.
Settings—Use this tool to manage general, agent reporting, and call reporting settings.
Deployment—Use this tool to change deployment type and manage the System Inventory.
Agent Trace—Use this tool to enable Agent Trace on specific agents, to track agent state activity for those agents.
Log Collection—Use this tool to gather and manage log files for Packaged CCE components.
Part IV: Configuration Manager
This appendix explains the tools an Administrator can access in Unified CCE Configuration Manager.
Part V: Script Editor
Chapters in Part V explain the tools used for creating routing and administrative scripts for Packaged CCE deployments:
Script Editor and Internet Script Editor
Unified CVP Call Studio
Appendix B: Troubleshooting
This appendix contains Troubleshooting information for Packaged CCE.
Document or resource
Cisco Packaged Contact Center Enterprise Documentation Guide
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