Packaged CCE Administration Guide for Release 9.0(x)
Basics
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Basics

Basics

Sign In

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

The Sign-In window has fields for:

Role

From the drop-down list, select Administrator or Supervisor.

Domain

The domain drop-down list shows all domains that are configured, as well as any Alternate User Principal Name (UPN) Suffixes that have been defined.

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 to the Home menu.

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

If the Language Pack has been installed, the Sign-In window has a drop-down menu for language selection.

User Access

Administrators

Supervisors who are newly created in the Packaged CCE Unified CCE Administration have both agent credentials and supervisor Active Directory credentials but are not in an AD security group. They must use their supervisor AD credentials to run reports on the teams they supervise. They must use their agent credentials to sign in to, and they have limited access to, tools on the Manage menu.

Agents have no AD credentials and therefore no access to the Packaged CCE administration tools or to Unified CCE Configuration Manager.

User Interface and Navigation

What you see after a successful sign-in depends on your user role (Administrator or Supervisor), on the deployment type, and also on whether any features have been made unavailable or display-only for your credentials.

Administrators see:

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

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

Supervisor Interface and Navigation

Supervisors sign in to an interface with one menu, Manage.

Supervisors are restricted as follows for the Manage tools:

Tool Permissions

Agents

On the Agent List window, supervisors can see and edit agents who are on teams they supervise.

General tab: Supervisors can edit the Password and Re-enter password fields. Other fields are protected.

Attributes tab: Supervisors can add, modify, and remove attributes for agents on teams they supervise.

Skill Groups tab: Supervisors can add and remove the agent's membership in skill groups and can change the agent's default skill group.

Supervisor tab: Not available for supervisors.

Attributes

Read-only

Precision Queues

Read-only

Skill Groups.

On the Skill Group List window, supervisors can see and edit all skill groups. Supervisors cannot add or delete skill groups.

General tab: fields are protected.

Members tab: supervisors can add and remove skill groups for agents who are on teams they supervise.

Teams

Read-only

Related References

Languages

After the Language Pack is installed, the Sign-In window includes a Language drop-down menu. The drop-down includes 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.

Menus

Your access to menus and to the options within menus is based on whether you are a Supervisor or an Administrator. Menus are:

Home

The Home window shows the deployment type that was selected at the initial sign-in and the software version of Unified CCE that is currently in use.

Manage

The tools you use most frequently are organized under the Manage menu, which opens to three submenus: Home, Manage, and Other.

System

The System menu has these submenus: Congestion Control and Agent Trace.

Home

The Home menu has three tabs: General, Capacity Info, and System Validation. Signing in puts the administrator on the General tab, which shows the current deployment type and software version for your system.

The Capacity Info and System Validation tabs track metrics and validation rules and show how your system meets, exceeds, or violates them. These tabs provide important diagnostic and monitoring information.

Manage

The tools you use most frequently are organized under the Manage menu, which opens to three submenus— Agent, Call, and Other. Each submenu has links that open tools where you create and maintain essential configuration for call center operation. Click a tool to open its interface.

Depending on your deployment type and the feature control set assigned to your credentials, you may not see all tools, or some tools may be display-only for you. There is an API for each tool.

Agent

Use these tools to configure your workforce and its areas of expertise.

Tool Use See

Agents

Open this tool to create and maintain agents, assign attributes to them, add them to skill groups, and establish them as supervisors.

Agents

Attributes

Open this tool to create and maintain attributes that can be assigned to agents

Attributes

Desk Settings

Open this tool to create and maintain desk settings that can be assigned to agents.

Desk Settings

Precision Queues

Open this tool to create and maintain precision queues for which agents can become eligible. Calls are routed to an agent in a precision queue, provided that agent's attributes qualifies her for that queue.

Precision Queues

Reason Codes

Open this tool to create and maintain reason codes that agents enter on their desktops when they go idle (or "Not Ready").

Reason Codes

Skill Groups

Open this tool to create and maintain skill groups and to add agents as members of a skill group.

Skill Groups

Teams

Open this tool to create teams, to add agents to a team, and to assign supervisors for a team.

Teams

Call

Use these tools to configure the way calls are organized, delivered, and reported on.

Tool Use See

Bucket Intervals

Open this tool to define "buckets" or time intervals that segment call-handling activity. Bucket intervals can be associated with call types, skill groups, and precision queues and are used in a number of Cisco Unified Intelligence Center reports.

Bucket Intervals

Call Types

Open this tool to create and maintain categories ("types") for calls. For example, you might want a call type for calls that require supervisor assistance.

Add and Maintain Call Types

Dialed Numbers

Open this tool to create and maintain dialed number scripts that will be used to select routing scripts to deliver calls to agents.

Dialed Numbers

Expanded Call Variables

Open this tool to create and maintain call variable data that is delivered with a call and available to the agents who receive the call.

Expanded Call Variables

Network VRU Scripts

Open this tool to create and maintain scripts that direct Unified Customer Voice Portal on the call delivery.

Network VRU Scripts

Other

Tool Use See

Bulk Jobs

This is the only tool under Other. Open this tool to create bulk jobs that will create and edit multiple agent and dialed number records in a single operation.

Bulk Jobs

Settings

This menu has two selections: Configure Deployment and Agent Trace.

Tool Use See

Configure Deployment

Use this tool to change deployment type and to set call capacity.

Configure Deployment

Agent Trace

Use this tool to track and report on every state an agent passes through.

Agent Trace

Common Tools and Tasks

Unified CCE Web Administration windows share a consistent interface for common actions:

Lists

List Windows

All tools open to a List window that has rows for all currently-configured objects. The Teams tool has a list with a row for each team. The Call Types tool has a list has a row for each call type. And so forth. List windows have a standardized interface. You can 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.

Add Objects

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

Search a List

Use the Search field at the top right of the window to locate objects in a list. Enter all or part of the Name (or name-equivalent, such as DialedNumberString or Text) or Description field to find matches. Clear the search by deleting text from the Search field.

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

Click + to open at the far right of the Search field to open a pop-up window where you can:

  • Select to search for agents only, supervisors only, or both.
  • Enter a Username, Agent ID, First or Last name, or a 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.)

This illustration shows a search for agents who are on either Team xyz or Team robots and who are members of Skill Group sg1. Three agents meet those criteria.

Sort a List

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

Popups

Popup Selection

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

Some popups are "search-and-select," allowing you to chose one item. Other popups are "search-and-add," allowing you to select multiple items. For example, because an agent can be on only one team, the search-and-add popup for adding an agent to a team allows only one selection. The search-and-select Skill Group Members popup allows you to select one or more agents to add to the skill group.

Click the magnifying glass icon to open the popup, where you can locate and select items that have been configured.

Keyboard Shortcuts

Press the question mark (?) key to open a window that shows keyboard shortcuts that are appropriate 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.


Native Character Sets

If you have installed the Language Pack, the Sign-In window includes a Language drop-down menu. The drop-down includes more than a dozen languages. Pick any one of them to see the Unified CCE Web Administration interface and online help in that language.

Regardless of the language you select, for the optional Description field in all tools and the required First Name and Last Name fields in the Agent tool, you must enter characters that are recognized by the database. If you do not, you see an error stating “The system does not support these characters”.

Configuration in Packaged CCE

Although the tools in the Unified CCE Administration Manage menu are sufficient for basic configuration for your contact center, you need to access the tools in Unified CCE Configuration Manager on the CCE Data Server for some configuration. See Configuration Manager