Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 10.0(1)
Preface
Downloads: This chapterpdf (PDF - 1.24MB) The complete bookPDF (PDF - 5.99MB) | The complete bookePub (ePub - 1.93MB) | Feedback

Preface

Preface

Change History

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.

Change Date Link

Changes post initial release of document

When setting the deployment to Packaged CCE PCCE-PAC-M1, the credentials entered for the UCCE Data Server Diagnostic Framework must be for a domain user who is a member of the Config security group for the instance.

July, 2014

Deployment: Change Deployment Type

Initial release of document

12/12/2013

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).

Audience

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.

Organization

Section Content

Getting Started

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.

Documentation and Support

To download documentation, submit a service request, and find additional information, see What's New in Cisco Product Documentation at: http:/​/​www.cisco.com/​c/​en/​us/​td/​docs/​general/​whatsnew/​whatsnew.html.

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. The RSS feeds are a free service. Cisco currently supports RSS Version 2.0.

Field Alerts and Field Notices

Note that Cisco products may be modified or key processes may be determined important. These are announced through use of the Cisco Field Alert and Cisco Field Notice mechanisms. You can register to receive Field Alerts and Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive announcements by selecting all products of interest.

Log into www.cisco.com; then access the tool at: http:/​/​www.cisco.com/​cisco/​support/​notifications.html

Documentation Feedback

To provide comments about this document, send an email message to the following address: contactcenterproducts_​docfeedback@cisco.com

We appreciate your comments.

Conventions

This document uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

  • Choose Edit > Find.
  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.
  • For emphasis. Example: Do not use the numerical naming convention.
  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)
  • A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems,Inc. </title></html>

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.
  • A character string that the user enters but that does not appear on the window such as a password.