Cisco Packaged Contact Center Enterprise Features Guide, Release 10.5(1)
Preface
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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

   
Added a new chapter for Video Contact Center configuration.

12/16/14

Video Contact Center
Removed maximum ECC length for variables in Courtesy Callback and updated the maximum array size for the user.microapp.ToExtVXML ECC variable.

12/16/14

Configure the CCE Script for Courtesy Callback
Added Cisco Unified Border Element configuration information for Outbound Option.

12/16/14

Configure Cisco Unified Border Element
Added Extension Mobility and Video Contact Center to the list of feature descriptions.

12/16/14

Feature Descriptions

Initial release of document for release 10.5(1)

06/18/2014

MR PG now accommodates up to four PIMs:
  • One Outbound PIM

  • One Multichannel PIM for SocialMiner

  • One Multichannel PIM for E-mail Interaction Manager/Web Interaction Manager

  • One Multichannel PIM for a third-party multichannel application

Set up the Media Routing PG and PIM

About This Guide

This guide explains the features you can enable after your Packaged CCE system is installed, configured, and operational. For each feature, there is a description, procedures for initial setup, and details on the functionality the feature provides.

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 of This Guide

The features are organized in alphabetical order, from Agent Greeting to Whisper Announcement.

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

Cisco products may be modified or key processes may be determined to be important. These are announced through use of the Cisco Field Alerts and Cisco Field Notices. 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 and 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.

  • 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.