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.
Changes post initial
release of document
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.
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
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
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
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
Document or resource
Cisco Packaged Contact Center Enterprise Documentation
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