Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 10.5(1)
Getting Started
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Getting Started

Getting Started

Packaged CCE Components

Cisco Unified Contact Center Enterprise (Unified CCE)

Cisco Systems, Inc. delivers Packaged CCE on a pair of core duplexed Unified Computing System (UCS) C260-Series servers, referred to as Side A and Side B. Five Cisco Systems contact center components run on these servers as 17 virtual machines (VMs). These components are summarized below.

Unified CCE is installed as four VMs: two CCE Call Servers (Side A and Side B) and two CCE Data Servers (Side A and Side B).

The CCE Call Server routes calls, hosts the two Peripheral Gateways, and acts as the CTI Object server that interfaces with the agent desktops.

The CCE Data Server functions as the Logger, which is the database server that stores contact center configuration data and historical reporting data for distribution to the data servers. It also functions as the Administration and RealTime Data Server. You can access Configuration Manager from the console of this VM.

Unified CVP is an intelligent voice and video self-service product that enables efficient retrieval of contact center information. It provides prompting, collecting, queuing, and call control. Unified CVP is installed as follows:

  • Four Unified CVP Call/VXML servers (two on Side A and two on Side B), which provide the call routing and ACD components.
  • One Unified CVP OAMP server on Side A, which provides a web-based operations console for maintaining the Unified CVP cluster.
  • One or two optional Unified CVP Reporting servers that collect reporting data from Unified CVP operations and is accessed by Unified Intelligence Center reporting templates.

Unified Communications Manager is an enterprise-class IP communications processing system. In addition to traditional telephony features, it provides advanced capabilities, such as mobility, and full-featured conferencing services.

Unified Communications Manager is installed as three VMs—a Publisher on Side A which stores the read/write database and a Subscriber on both Side A and Side B which register phones and gateways.

You have two options for Unified Communications Manager. You can have the three Unified Communications Manager VMS "on-box"—a Publisher and a Subscriber on the Side A host and a Subscriber on the Side B host. You may prefer to use an external Communications Manager. Having an external Unified Communications Manager does not free up three VMs for other purposes.

Unified Intelligence Center is an advanced reporting platform that provides real-time and historical reporting. Unified Intelligence Center offers a dashboard-based canvas for grouping multiple reporting objects together, offering a comprehensive view of contact center statistics at a glance.

Unified Intelligence Center is installed as two VMs— a Publisher on Side A and a Subscriber on Side B.

Finesse is a next-generation agent and supervisor desktop designed to provide a collaborative experience for the various communities that interact with your customer service organization. It helps improve customer experience as well as customer care representative satisfaction.

Finesse is installed as two VMs— a Primary node on Side A and a Secondary node on Side B.

Internet Explorer Settings for Windows Server 2008

If you are using Microsoft Windows Server 2008 and accessing Unified CCE Administration using Microsoft Internet Explorer 11, you must enable the Font download setting in Internet Explorer.

Procedure
    Step 1   In Internet Explorer, navigate to Tools menu > Internet Options > Security tab .
    Step 2   Click Internet zone, and then click Custom level. The Security Settings - Internet Zone popup window opens.
    Step 3   Navigate to the Downloads > Font download setting and click the Enable radio button.
    Step 4   Click OK to close the popup window.
    Step 5   Click Apply to apply the setting.

    Sign In

    To sign in to Unified CCE Administration, point to https://<IP Address>/cceadmin, where <IP Address> is the address of either Unified CCE data server (the Side A server or the Side B server) or the address of an additional AW-HDS-DDS, if you have deployed one.

    The Sign-In window has fields for:

    Role
    A drop-down list where you select your role. Roles are:
    • Administrators, created in the Administrator tool.
    • Supervisors, created as Agents and configured to serve as Supervisors.
    Domain

    A drop-down list that shows all configured domains, as well as any defined Alternate User Principal Name (UPN).

    Username

    Administrators sign in with their Active Directory Username.

    Supervisors sign in with the agent username configured in the General tab on the Agent tool.

    Password

    Administrators sign in with their Active Directory password.

    Supervisors sign in with the password configured in the General tab on the Agent tool.

    The administrator's initial sign-in opens the Home menu.

    The supervisor's initial sign-in opens to the Manage menu.

    Languages

    If the Language Pack is installed, the Sign-In window includes a Language drop-down menu, showing more than a dozen languages. English is the initial and the default language. Pick any other language to see the user interface and the online help in that language. The system retains your choice for subsequent sign-ins until you change it again.

    System Interface

    What you see after a successful sign-in depends on whether you are an administrator or a supervisor. If you are an administrator, what you see also depends on your role and the departments with which you are associated. See Administrators and System Access.

    Regardless of access privileges, all Administrators see:

    • A title bar above the menu that shows their username and offers a Sign Out option. The system automatically signs you out out after 30 minutes of inactivity.
    • A menu bar with some or all of these three menus: Home, Manage, and Settings.

    For administrators who have permission to access the Deployment tool, the menu bar also includes a notification icon. The notification icon indicates how many validation rule warnings and errors the system has detected for machines in your deployment. Click the notification icon to open the Deployment tool, where you can see which machines have validation rule alerts and view details for those alerts.

    Supervisors see only one menu—Manage—and have restricted access to the tools on that menu.

    Click the help icon on any page for context-sensitive information.

    Menus

    Manage

    The tools you use most frequently are organized under the Manage menu. Depending on the tools to which you have access, the Manage menu contains some or all of these three submenus: Agent, Call, and Other.

    System

    Depending on the tools to which you have access, the System menu has some or all of these submenus: General andAccess.

    Lists

    List Windows

    Most tools open to a List window that has rows for all currently configured objects. For example, the Teams tool has a list with a row for each team, and the Call Types tool has a list with a row for each call type. List windows allow you to search, sort, edit, and delete from the list.

    Permissions on List windows vary for administrators and supervisors and are noted in the topic for each tool.

    Search a List

    There is a Search field on the List window for most tools. The search interface is similar, with small variations, depending on the tool.

    Search and Administrators

    If you sign in as a global administrator, a search returns all objects.

    If you sign in as a departmental administrator, a search returns all objects in the departments you administer, as well as all global objects (objects that are in no departments).

    Basic Search

    Some tools offer a basic search on the Name (or name-equivalent) and Description fields.

    Enter all or part of either value to find matches. Clear the search by deleting text from the Search field.

    Search for Tools with Department IDs

    For objects that can be associated with a department, you can click the + icon to the right of the Search field to open a popup window, where you can:

    • Enter a name or description ( for call types and precision queues add id).
    • Select departments, with options for Globals and Departments, Globals only, or Departments only. Selecting Globals and Departments or Departments only enables an input field where you can enter a space-separated list of department names. (Departments is an OR search.)

      Note


      Search by department is enabled only when departments are configured.


    Agent Advanced Search
    The Search field in the Agents tool offers an advanced and flexible search.

    Click the + icon at the far right of the Search field to open a popup window, where you can:

    • Select to search for agents only, supervisors only, or both.
    • Enter a username, agent ID, first or last name, or description to search for that string.
    • Enter one or more team names separated by spaces. (Team is an OR search--the agent or supervisor must be a member of one of the teams.)
    • Enter one or more attribute names separated by spaces. (Attributes is an AND search--the agent or supervisor must have all attributes.)
    • Enter one or more skill group names separated by spaces. (Skill Groups is an AND search.)
    • Select departments, with options for Globals and Departments, Globals only, or Departments only. Selecting Globals and Departments or Departments only enables an input field where you can enter a space-separated list of department names. (Departments is an OR search.)

      Note


      Search by department is enabled only when departments are configured.


    Related References

    Sort a List

    If a column in a List window has an arrow icon in the column header, click the arrow to sort in ascending or descending order.

    Add Objects

    Click New in a List window to open an Add window where you can complete fields to create and save a new object.

    Update Objects

    To edit an item in a List window, click in the row for that item. This opens a window where you can make and save modifications. This table explains which fields are editable for each tool.

    In the List window for the Agent tool, you can also edit skill group membership for multiple agents at once (see Edit Skill Group Membership for Multiple Agents), and edit descriptions, desk settings, and teams for multiple agents at once (see Edit Description, Desk Settings, and Teams for Multiple Agents).

    Remember:

    Not all tools are available for all Deployment Types.

    Tool Editable Fields
    Administrators All fields
    Agents

    All fields

    Check Change Password to reset the agent's password.

    Note   

    If you remove an agent from his default skill group, that agent's default skill group is changed to the system defined default skill group.

    Attributes

    All fields except Type.

    Bucket Intervals

    Name

    You cannot edit the built-in bucket interval.

    Bulk Jobs No fields
    Call Types

    All fields except the system-generated ID.

    You cannot edit the built-in call type.

    Departments All fields
    Desk Settings All fields
    Dialed Numbers All fields except Routing Type and Media Routing Domain.
    Expanded Call Variables

    For user-defined array and scalar expanded call variables, Name, Description, Maximum Length, Enabled, and Persistent are editable.

    For built-in expanded call variables, Enabled and Persistent are the only editable fields.

    Network VRU Scripts All fields
    Precision Queues All fields
    Reason Codes Text and Description
    Roles

    For custom roles, all fields on both tabs are editable, and all access fields can be checked or unchecked.

    You cannot edit the four built-in roles.

    Teams All fields
    Skill Groups

    All fields except Media Routing Domain and Peripheral Number.

    Note   

    The Peripheral Number field is generated automatically when you add and save a new skill group. It shows the number of the skill group, as known on the peripheral.

    Delete Objects

    To delete an object from a List window, hover over the row for that object to see the trash can icon at the end of the row. Click the trash can icon and confirm your intention to delete.

    To delete multiple objects at once, check the check box for each object that you want to delete, up to 50 objects. To select all objects in a list, check the select/deselect all check box in the list header. (The check box is enabled for select all only when the number of objects in the list is less than or equal to 50.) Click Delete, above the object list, and confirm your intention to delete all of the selected objects.


    Tip


    The number of selected objects appears above the object list. To deselect all objects, click the select/deselect all check box. (The check box is enabled for deselect all when you check one or more objects in the list, regardless of the number of objects in the list.)


    You cannot delete certain objects, including:

    • Objects set as system defaults, such as the default desk settings.
    • Objects referenced by other objects, such as a skill group to which agents are assigned.
    • Most built-in objects, such as built-in expanded call variables and roles.

    Departmental administrators cannot delete global objects. Objects are identified as global in the Department column in the List window.

    When you delete an object from Unified CCE Web Administration, the system does one of the following:
    • Immediately deletes the object from the user interface.
    • Marks the object for deletion and enables permanent deletion. (You delete the object permanently using the Deleted Objects tool in Configuration Manager.)
    • Shows an error message explaining why the object cannot be deleted in its current state. If you try to delete multiple objects at once and one or more of the objects cannot be deleted in their current state, you see an error message stating how many objects were successfully deleted and which objects could not be deleted.

    This table lists all Packaged CCE objects. Not all objects are available for all users or for all Deployment Types.

    Tool Delete Type Notes
    Administrators Permanent
    Agents Marked
    Attributes Marked
    Bucket Intervals Marked
    Bulk Jobs Permanent

    Deletes the bulk job, its content file, and its log file from the host computer that created it.

    You can delete a bulk job that is in queue, has completed, or has failed.

    You cannot delete a bulk job that is in process.

    If your deployment includes two Administration and Data server hosts, you must delete a bulk job from the Unified CCE Web Administration host on which it was created.

    Call Types Marked
    Departments Marked
    Desk Settings Permanent
    Dialed Numbers Marked
    Expanded Call Variables Marked
    Network VRU Scripts Permanent
    Precision Queues Marked Depends on whether the precision queue is referenced statically or dynamically in a script. See Script Editor.
    Reason Codes Marked
    Roles Permanent
    Teams Permanent
    Skill Groups Marked If you delete a skill group that is set as an agent's default skill group, that agent's default skill group is changed to the system defined default skill group.
    Related Tasks

    Popup Windows

    Popup window selection

    Many Add and Edit windows have popup windows for searching and choosing items that are relevant to that tool.

    Some popup windows allow you to chose one item. Other popup windows allow you to select multiple items. For example, because an agent can be on only one team, the popup window for adding an agent to a team allows only one selection, while the Skill Group Members popup window allows you to select one or more agents to add to the skill group.

    Click Add or click the magnifying glass icon to open the popup window, where you can locate and select items that are configured.

    Keyboard Shortcuts

    Press the question mark (?) key to open a window that shows the keyboard shortcuts that are applicable for that tool and for your status (Supervisor or Administrator).


    Tip


    The keyboard shortcuts window does not open when you press the (?) key in a text field. Press the esc key to remove focus from the text field and then press the (?) key.