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


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.


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


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


Feature Descriptions

Initial release of document for release 10.5(1)


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.


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

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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 This tool enables you to create a profile to receive announcements by selecting all products of interest.

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

Documentation Feedback

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