Cisco Packaged Contact Center Enterprise

Data Sheets and Product Information

Data Sheets

• Cisco Contact Center Enterprise 11.6 Product Line Data sheet
• Cisco Packaged Contact Center Enterprise 11.5 Data Sheet
• Cisco Packaged Contact Center Enterprise 11.0 Data Sheet

End-of-Life and End-of-Sale Notices

• English

  • End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Cisco HCS for Contact Center 11.6
  • End-of-Sale and End-of-Life Announcement for the Cisco Country-specific Unified Contact Center Enterprise, Packaged Contact Center Enterprise, and Cisco Voice Portal Offers
  • End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, and Cisco Unified Intelligent Contact Management Enterprise 10.5
  • End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, and Cisco Unified Intelligent Contact Management Enterprise 11.0
  • End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, and Cisco Unified Intelligent Contact Management Enterprise 10.0
  • End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Hosted Editions 9.0
  • End-of-Sale and End-of-Life Announcement for the Cisco Unified Communications Software Subscription (UCSS)

• French - Canadian

  • Annonce d’arrêt de commercialisation et de fin de vie de Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Cisco HCS for Contact Center 11.6
  • Annonce d’arrêt de commercialisation et de fin de vie de Cisco Country-specific Unified Contact Center Enterprise, Packaged Contact Center Enterprise, and Cisco Voice Portal Offers
  • Annonce d’arrêt de commercialisation et de fin de vie de Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, and Cisco Unified Intelligent Contact Management Enterprise 10.5
  • Annonce d’arrêt de commercialisation et de fin de vie de Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, and Cisco Unified Intelligent Contact Management Enterprise 11.0
  • Annonce d’arrêt de commercialisation et de fin de vie de Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise et Cisco Unified Intelligent Contact Management Enterprise 10.0

Security Notices

Field Notices

• Field Notice: FN - 64075 - CTI Server Agent Real Time Statistics Missing on Supervisor Desktop, Inconsistent Agent_Team OpenRequests from Client

Security Advisories, Responses and Notices

• Multiple Vulnerabilities in Cisco Packaged Contact Center Enterprise

Release and Compatibility

Compatibility Information

• Cisco Packaged Contact Center Enterprise 12.5(1)

  • Contact Center Enterprise Solution Compatibility Matrix, Release 12.5(x)

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x)

• Current Releases

  • Packaged CCE Software Compatibility Matrix for 11.6(x)
  • Packaged CCE Software Compatibility Matrix for 11.5(x)
  • Packaged CCE Software Compatibility Matrix for 11.0(x)

Release Notes

• Cisco Packaged Contact Center 11.6(2)

  • Release Notes for Packaged Contact Center Enterprise, Release 11.6(2)

• Cisco Packaged Contact Center Enterprise 12.5(1)

  • Release Notes for Packaged Contact Center Enterprise Solution, Release 12.5(1)

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Release Notes for Packaged Contact Center Enterprise Solution, Release 12.0(1)

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Release Notes for Packaged Contact Center Enterprise Solution Release 11.6(1)

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Release Notes for Packaged Contact Center Enterprise Solution Release 11.5(1)

• Cisco Packaged Contact Center Enterprise 11.0(3)

  • Release Notes for Packaged Contact Center Enterprise, Release 11.0(3)

• Cisco Packaged Contact Center Enterprise 11.0(2)

  • Release Notes for Cisco Packaged Contact Center Enterprise Solution 11.0(2)

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Release Notes for Cisco Packaged Contact Center Enterprise Solution Release 11.0(1)

• Cisco Packaged Contact Center Enterprise 10.5(3)

  • Release Notes for Cisco Packaged Contact Center Enterprise Release 10.5(3)

• Cisco Packaged Contact Center Enterprise 10.5(2)

  • Release Notes for Cisco Packaged Contact Center Enterprise Release 10.5(2)

• Cisco Packaged Contact Center Enterprise 10.5(1)

  • Packaged Contact Center Enterprise 10.5(1) Release Notes

• Cisco Packaged Contact Center Enterprise 10.0(2)

  • Packaged Contact Center Enterprise 10.0(2) Release Notes

• Cisco Packaged Contact Center Enterprise 10.0(1)

  • Packaged Contact Center Enterprise 10.0(1) Release Notes
• Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(3)
• Release Notes for Cisco Packaged Contact Center Enterprise, Release 9.0(2)

Reference

Documentation Roadmaps

• Cisco Packaged Contact Center Enterprise 12.5(1)

  • Cisco Packaged Contact Center Enterprise Documentation Guide, Release 12.5(1)

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Cisco Packaged Contact Center Enterprise Documentation Guide, Release 12.0(1)

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Cisco Packaged Contact Center Enterprise Documentation Guide, Release 11.6(1)

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Cisco Packaged Contact Center Enterprise Documentation Guide, Release 11.5(1)

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Cisco Packaged Contact Center Enterprise Documentation Guide, Release 11.0(1)

• Cisco Packaged Contact Center Enterprise 10.5(1)

  • Packaged Contact Center Enterprise Documentation Guide, Release 10.5(1)

• Cisco Packaged Contact Center Enterprise 10.0(1)

  • Packaged Contact Center Enterprise Documentation Guide, Release 10.0.1

Licensing Information

• Cisco Packaged Contact Center 11.6(2)

  • Open Source Used In Cisco CTI Object Server for Contact Center Enterprise Solutions 11.6(2) (PDF - 1 MB)
  • Open Source Used In Cisco Unified Contact Center Enterprise Solutions 11.6(2) (PDF - 5 MB)

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Open Source Used In Cisco CTI Object Server for Contact Center Enterprise Solutions 12.0(1) (PDF - 1 MB)
  • Open Source Used In Cisco Unified Contact Center Enterprise Solutions 12.0(1) (PDF - 26 MB)

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Open Source Used In Cisco CTI Object Server for Contact Center Enterprise Solutions 11.6(1) (PDF - 1 MB)
  • Open Source Used In Cisco Unified Contact Center Enterprise Solutions 11.6(1) (PDF - 27 MB)

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Open Source Used In Cisco Unified Contact Center Enterprise Solutions 11.5(1) (PDF - 37 MB)

• Cisco Packaged Contact Center Enterprise 11.0(3)

  • Open Source Used In Cisco Unified Contact Center Enterprise 11.0(3) (PDF - 5 MB)

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Open Source Used In Cisco Unified Contact Center Enterprise and Packaged Contact Center Enterprise 11.0(1) (PDF - 17 MB)

• Cisco Packaged Contact Center Enterprise 10.5(1)

  • Open Source Used In Cisco Packaged Contact Center Enterprise Release 10.5(1) (PDF - 752 KB)

• Cisco Packaged Contact Center Enterprise 10.0(1)

  • Cisco Packaged Contact Center Open Source Licenses (PDF - 756 KB)

Technical References

• Cisco Packaged Contact Center Enterprise 12.5(1)

  • Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 12.5

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 12.0

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 11.6

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Solution Design Guide for Cisco Packaged Contact Center Enterprise, Release 11.5(1)

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Cisco Packaged Contact Center Enterprise Design Guide, Release 11.0(1)

• Cisco Packaged Contact Center Enterprise 10.5(1)

  • Cisco Packaged Contact Center Enterprise Design Guide, Release 10.5(x)

• Cisco Packaged Contact Center Enterprise 10.0(1)

  • Cisco Packaged Contact Center Enterprise Design Guide, Release 10.0(1)

Install and Upgrade

Install and Upgrade Guides

• Cisco Packaged Contact Center Enterprise 12.5(1)

  • Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.5(1)
  • Pre-installation Planning Guide for Cisco Unified Intelligent Contact Management, Release 12.5(1)

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 12.0(1)

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide Release 11.6(1)

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide Release 11.5(1)
  • Enterprise Chat and Email Installation Guide for Packaged Contact Center Enterprise (PDF - 1 MB)

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 11.0(1)

• Cisco Packaged Contact Center Enterprise 10.5(1)

  • Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.5(x)

• Cisco Packaged Contact Center Enterprise 10.0(1)

  • Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide, Release 10.0(x)

Configuration

Configuration Examples and TechNotes

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Packaged CCE: MRA Configuration
  • Packaged CCE: Unified CVP and Virtualized Voice Browser TLS and SRTP Security Configuration

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • UCCE\PCCE - Procedure to obtain and upload Windows Server Self‐Signed or Certificate Authority (CA) Certificate on 2008 servers
• Configure FTP Server on PCCE
• Configure PCCE 12.5 and CVP 12.5 Smart License
• Configure PCCE Outbound Option - Disable Ringback When Transferred to Agent for SIP
• Configure the Identity Provider for Cisco Identity Service to enable SSO
• Contact Center SSO with Okta Identity Provider
• Integrate Third Party Gadget and User Interface into PCCE
• Understand PCCE Command Execution Pane

Configuration Guides

• Cisco Packaged Contact Center Enterprise 12.5(1)

  • Port Utilization Guide for Cisco Unified Contact Center Solutions, Release 12.5(1)

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Port Utilization Guide for Cisco Unified Contact Center Solutions, Release 11.6(1)

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Port Utilization Guide for Cisco Unified Contact Center Solutions, Release 11.5(1)

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Port Utilization Guide for Cisco Unified Contact Center Solutions, Release 11.0(1)

• Packaged Contact Center Enterprise Related Information

  • Port Utilization Guide for Cisco Unified Contact Center Solutions, Release 12.0(1)

Maintain and Operate

End-User Guides

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Cisco Finesse Agent and Supervisor Desktop User Guide Release 12.0(1)

Maintain and Operate Guides

• Cisco Packaged Contact Center Enterprise 12.5(1)

  • Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.5(1)
  • Cisco Packaged Contact Center Enterprise Features Guide, Release 12.5(1)
  • Cisco Packaged Contact Center Enterprise Reporting User Guide, Release 12.5

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 12.0(1)
  • Cisco Packaged Contact Center Enterprise Features Guide, Release 12.0(1)
  • Cisco Packaged Contact Center Enterprise Reporting User Guide, Release 12.0(1)

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release 11.6(1)
  • Cisco Packaged Contact Center Enterprise Features Guide Release 11.6(1)
  • Cisco Packaged Contact Center Enterprise Reporting User Guide, Release 11.6(1)

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release 11.5(1)
  • Cisco Packaged Contact Center Enterprise Features Guide Release 11.5(1)
  • Cisco Packaged Contact Center Enterprise Reporting User Guide Release 11.5(1)

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Cisco Packaged Contact Center Enterprise Administration and Configuration Guide, Release 11.0(1)
  • Cisco Packaged Contact Center Enterprise Features Guide, Release 11.0(1)
  • Cisco Packaged Contact Center Enterprise Reporting User Guide, Release 11.0(1)

Troubleshooting

Troubleshooting TechNotes

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Manage PCCE Components Certificate for SPOG

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Package CCE Solution: Procedure to Obtain and Upload Third-Party CA Certificates
• ADFS/IdS Troubleshooting and Common Problems
• Configure PCCE Local Authorization
• Exchange Self-Signed Certificates in a PCCE Solution
• PCCE ceeadmin portal shows previous VMs' IP Address after update Vms with new IP Address
• Packaged Contact Center Enterprise (PCCE) 11.5 Deployment Errors On VM Hosts Screen
• Troubleshoot PCCE - How to Restore FQDN of Finesse and CUIC in Inventory Page
• Troubleshoot CVP on SPOG showing Out of Sync
• Troubleshoot Certificate Exchange Between CVP 12.5 and PCCE 12.0
• Troubleshoot PCCE 12.0 SPOG File Transfer Failure
• Troubleshoot PCCE Unable To Connect To SideA Or SideB Vmware ESXi Host

Translated Documents

Translated End-User Guides

• Cisco Packaged Contact Center Enterprise 12.0(1)

  • Guide de l'utilisateur des rapports Cisco Packaged Contact Center Enterprise, Version 12.0 (PDF - 4 MB)

• Cisco Packaged Contact Center Enterprise 11.6(1)

  • Guide d'utilisation des rapports Cisco Packaged Contact Center Enterprise, Version 11.6(1) (PDF - 4 MB)

• Cisco Packaged Contact Center Enterprise 11.5(1)

  • Guide d'utilisation des rapports Cisco Packaged Contact Center Enterprise Version 11.5(1) (PDF - 4 MB)

• Cisco Packaged Contact Center Enterprise 11.0(1)

  • Guide d'utilisation des rapports Cisco Packaged Contact Center Enterprise, Version 11.0(1) (PDF - 4 MB)