Cisco Unified Workforce Optimization

Data Sheets and Product Information

Data Sheets

• Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 10.0 Data Sheet 04-Feb-2016
• Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 10.5 Data Sheet 10-Jun-2014

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

• End-of-Sale and End-of-Life Announcement for the Cisco Unified Communications Software Subscription (UCSS) 16-Jul-2014

Security Notices

Field Notices

• Field Notice: FN - 63525 - Recording Issues with Cisco Unified Communications Manager 8.6 and Cisco Quality Management 8.5(2) - Software Upgrade Recommended 24-Jan-2019
• Field Notice: FN - 63667 - Cisco Workforce Optimization (WFO) Quality Management (QM) - New Java Release Causes Signed Applets to Hang Browser with Security Pop Up - Workaround Provided 14-Jan-2019
• Field Notice: FN - 62939 - US Daylight Saving Time Policy Changes Effective September 2007 - For Cisco Unified Workforce Optimization (WFO) 05-Mar-2008

Release and Compatibility

Release Notes

• Cisco Unified Workforce Optimization Adv Quality Management 10.0(1)

  • Release Notes for Cisco Unified Workforce Optimization Quality Management, Release 10.0 07-May-2014 (PDF - 303 KB)

• Cisco Unified Workforce Optimization Quality Management 11.5(1)

  • Release Notes for Cisco Unified Workforce Optimization Quality Management 11.5(1) 02-Aug-2016 (PDF - 533 KB)

• Cisco Unified Workforce Optimization Quality Management 11.0(1)

  • Release Notes for Cisco Unified Workforce Optimization Quality Management 24-Aug-2015 (PDF - 319 KB)

• Cisco Unified Workforce Optimization Quality Management 10.5(1)

  • Release Notes for Cisco Unified Workforce Optimization Quality Management, Release 10.5 12-Jun-2014 (PDF - 359 KB)

• Cisco Unified Workforce Optimization Workforce Management 11.5(1)

  • Release Notes for Cisco Unified Workforce Optimization Workforce Management Release 11.5(1) 02-Aug-2016 (PDF - 211 KB)

• Cisco Unified Workforce Optimization Workforce Management 11.0(1)

  • Release Notes for Cisco Unified Workforce Optimization Workforce Management Release 11.0 04-Aug-2015 (PDF - 155 KB)

• Cisco Unified Workforce Optimization Workforce Management 10.0(1)

  • Release Notes for Cisco Unified Workforce Optimization Workforce Management, Release 10.0 07-May-2014 (PDF - 151 KB)

• Cisco Unified Workforce Optimization Workforce Management 10.5(1)

  • Release Notes for Cisco Unified Workforce Optimization Workforce Management, Release 10.5 05-Jun-2014 (PDF - 172 KB)

• Release Notes for Maintenance Releases

  • Cisco Unified ICM/Contact Center Enterprise Release Notes for Maintenance Releases

• Cisco Unified Workforce Optimization Release Notes for Maintenance Releases

  • Cisco Unified Workforce Optimization Release Notes for Maintenance Releases

Reference

Technical References

• Cisco Unified Workforce Optimization Adv Quality Management 10.0(1)

  • Cisco Workforce Optimization Desktop Requirements Guide, Release 10.0 18-Feb-2014 (PDF - 435 KB)
  • Open Source Used in Quality Management 10.0(1) 25-Nov-2013 (PDF - 1 MB)

• Cisco Unified Workforce Optimization Quality Management 11.5(1)

  • Cisco Unified Workforce Optimization Quality Management API and Database Schema Reference Guide 02-Aug-2016 (PDF - 1 MB)
  • Cisco Unified Workforce Optimization Quality Management Integration Guide for CAD and Finesse 02-Aug-2016 (PDF - 390 KB)

• Cisco Unified Workforce Optimization Quality Management 11.0(1)

  • Cisco Unified Workforce Optimization Quality Management Quick Start 24-Aug-2015 (PDF - 58 KB)
  • Cisco Unified Workforce Optimization Quality Management Integration Guide for CAD and Finesse 10-Aug-2015 (PDF - 387 KB)
  • Cisco Unified Workforce Optimization Quality Management API Programmer Guide 10-Aug-2015 (PDF - 466 KB)

• Cisco Unified Workforce Optimization Quality Management 10.5(1)

  • Cisco Unified Workforce Optimization Quality Management 10.5(1) Open Source Documentation 24-Jan-2015 (PDF - 1 MB)
  • Cisco Unified Workforce Optimization Recording Controls API Programmer's Guide, Release 10.5 24-Jan-2015 (PDF - 1 MB)
  • Cisco Unified Workforce Optimization Quality Management Server API Programmer's Guide, Release 10.5 18-Dec-2014 (PDF - 1 MB)
  • Cisco Unified Workforce Optimization Quality Management Integration Guide for CAD and Finesse, Release 10.5 01-Oct-2014 (PDF - 1 MB)
  • Calabrio Recording Services SNMP Integration White Paper 02-Sep-2014 (PDF - 1 MB)
  • Cisco Unified Workforce Optimization Quality Management Integration Guide, Release 10.5 01-Jul-2014 (PDF - 2 MB)
  • Cisco Unified Workforce Optimization Firewall Configuration Guide, Release 10.5 06-Jun-2014 (PDF - 1 MB)
  • Cisco Unified Workforce Optimization Desktop Requirements Guide, Release 10.5 05-Jun-2014 (PDF - 1 MB)

Design

Design Guides

• Cisco Unified Workforce Optimization Quality Management 11.5(1)

  • Cisco Unified Workforce Optimization Quality Management Design Guide 02-Aug-2016 (PDF - 889 KB)

• Cisco Unified Workforce Optimization Quality Management 11.0(1)

  • Cisco Unified Workforce Optimization Quality Management Design Guide 05-Aug-2015 (PDF - 882 KB)

• Contact Center Solution Design Guides (from 11.5 forward)

  • Solution Design Guide for Cisco Unified Contact Center Express 26-Aug-2014

Install and Upgrade

Install and Upgrade Guides

• Cisco Unified Workforce Optimization Adv Quality Management 10.0(1)

  • Cisco Unified Workforce Optimization Quality Management Installation Guide, Release 10.0 07-May-2014 (PDF - 3 MB)

• Cisco Unified Workforce Optimization Quality Management 11.5(1)

  • Cisco Unified Workforce Optimization Quality Management Installation Guide 02-Aug-2016 (PDF - 1 MB)

• Cisco Unified Workforce Optimization Quality Management 11.0(1)

  • Cisco Unified Workforce Optimization Quality Management Installation Guide 24-Aug-2015 (PDF - 1 MB)

• Cisco Unified Workforce Optimization Quality Management 10.5(1)

  • Cisco Unified Workforce Optimization Client Desktop Application Deployment Guide, Release 10.5 18-Jun-2014 (PDF - 1 MB)
  • Cisco Unified Workforce Optimization Quality Management Server Installation Guide, Release 10.5 13-Jun-2014 (PDF - 2 MB)

• Cisco Unified Workforce Optimization Workforce Management 11.5(1)

  • Cisco Unified Workforce Optimization Workforce Management Installation Guide 02-Aug-2016 (PDF - 695 KB)

• Cisco Unified Workforce Optimization Workforce Management 11.0(1)

  • Cisco Unified Workforce Optimization Workforce Management Installation Guide 11.0 04-Aug-2015 (PDF - 597 KB)

• Cisco Unified Workforce Optimization Workforce Management 10.0(1)

  • Cisco Unified Workforce Optimization Workforce Management Installation Guide, Release 10.0 08-Oct-2014 (PDF - 1 MB)

• Cisco Unified Workforce Optimization Workforce Management 10.5(1)

  • Cisco Unified Workforce Optimization Workforce Management Installation Guide, Release 10.5 18-Jun-2014 (PDF - 1 MB)

Configuration

Configuration Examples and TechNotes

• Finesse Workflow Configuration for Metadata Tagging of Recordings in WFO-QM (Calabrio) 12-Mar-2015

Programming Guides

• Cisco Unified Workforce Optimization Adv Quality Management 10.0(1)

  • Cisco Unified Workforce Optimization Quality Management CAD and Finesse Integration Guide, Release 10.0 05-Jun-2014 (PDF - 550 KB)

Maintain and Operate

End-User Guides

• Cisco Unified Workforce Optimization Adv Quality Management 10.0(1)

  • Cisco Unified Workforce Optimization Quality Management Administrator User Guide, Release 10.0 03-Nov-2014 (PDF - 2 MB)
  • Cisco Unified Workforce Optimization Quality Management Application User Guide, Release 10.0 16-May-2014 (PDF - 3 MB)

• Cisco Unified Workforce Optimization Quality Management 11.5(1)

  • Cisco Unified Workforce Optimization Quality Management User Guide 02-Aug-2016 (PDF - 2 MB)
  • Cisco Unified Workforce Optimization Recording and Quality Management Quick Start 02-Aug-2016 (PDF - 65 KB)
  • Cisco Unified Workforce Optimization Quality Management Administrator Guide 02-Aug-2016 (PDF - 2 MB)

• Cisco Unified Workforce Optimization Quality Management 11.0(1)

  • Cisco Unified Workforce Optimization Quality Management Administrator Guide 24-Aug-2015 (PDF - 1 MB)
  • Cisco Unified Workforce Optimization Quality Management User Guide 12-Aug-2015 (PDF - 2 MB)
  • Cisco Unified Workforce Optimization Quality Management Recording Controls User Guide 10-Aug-2015 (PDF - 384 KB)

• Cisco Unified Workforce Optimization Quality Management 10.5(1)

  • Cisco Unified Workforce Optimization Call Recording and Quality Management Quick Start Guide, Release 10.5 24-Jan-2015 (PDF - 89 KB)
  • Cisco Unified Workforce Optimization Getting Started Guide, Release 10.5 24-Jan-2015 (PDF - 1 MB)
  • Cisco Unified Workforce Optimization Quality Management Administrator User Guide, Release 10.5 01-Jul-2014 (PDF - 2 MB)
  • Cisco Unified Workforce Optimization Call Recording and Quality Management Application User Guide, Release 10.5 06-Jun-2014 (PDF - 2 MB)
  • Calabrio Workforce Optimization Suite Media Player User Guide, Release 10.5 05-Jun-2014 (PDF - 2 MB)

• Cisco Unified Workforce Optimization Workforce Management 11.5(1)

  • Cisco Unified Workforce Optimization Quality Management Recording Controls User Guide 02-Aug-2016 (PDF - 334 KB)
  • Cisco Unified Workforce Optimization Workforce Management User Guide 02-Aug-2016 (PDF - 4 MB)

Troubleshooting

Error and System Messages

• Cisco Unified Workforce Optimization Adv Quality Management 10.0(1)

  • Cisco Unified Workforce Optimization Quality Management Error Code Dictionary, Release 10.0 03-Nov-2014 (PDF - 1 MB)

• Cisco Unified Workforce Optimization Quality Management 11.5(1)

  • Cisco Unified Workforce Optimization Error Code Dictionary 02-Aug-2016 (PDF - 840 KB)

• Cisco Unified Workforce Optimization Quality Management 11.0(1)

  • Cisco Unified Workforce Optimization Error Code Dictionary 10-Aug-2015 (PDF - 844 KB)

• Cisco Unified Workforce Optimization Quality Management 10.5(1)

  • Cisco Unified Workforce Optimization Error Code Dictionary, Release 10.5 24-Jan-2015 (PDF - 2 MB)

• Cisco Unified Workforce Optimization Workforce Management 11.5(1)

  • Cisco Unified Workforce Optimization Error Code Dictionary 11-Aug-2016 (PDF - 840 KB)

Troubleshooting Guides

• Cisco Unified Workforce Optimization Adv Quality Management 10.0(1)

  • Cisco Unified Workforce Optimization Quality Management Troubleshooting Guide, Release 10.0 03-Nov-2014 (PDF - 1 MB)

• Cisco Unified Workforce Optimization Quality Management 11.5(1)

  • Cisco Unified Workforce Optimization Quality Management Troubleshooting Guide 02-Aug-2016 (PDF - 1 MB)

• Cisco Unified Workforce Optimization Quality Management 11.0(1)

  • Cisco Unified Workforce Optimization Quality Management Troubleshooting Guide 10-Aug-2015 (PDF - 1 MB)

• Cisco Unified Workforce Optimization Quality Management 10.5(1)

  • Cisco Unified Workforce Optimization Quality Management Troubleshooting Guide, Release 10.5 05-Jun-2014 (PDF - 2 MB)

• Cisco Unified Workforce Optimization Workforce Management 11.5(1)

  • Workforce Management Troubleshooting Guide 02-Aug-2016 (PDF - 453 KB)

• Cisco Unified Workforce Optimization Workforce Management 11.0(1)

  • Cisco Unified Workforce Optimization Workforce Management Troubleshooting Guide 04-Aug-2015 (PDF - 498 KB)

• Cisco Unified Workforce Optimization Workforce Management 10.0(1)

  • Cisco Unified Workforce Optimization Workforce Management Troubleshooting Guide, Release 10.0 08-Oct-2014 (PDF - 929 KB)

• Cisco Unified Workforce Optimization Workforce Management 10.5(1)

  • Cisco Unified Workforce Optimization Workforce Management Troubleshooting Guide, Release 10.5 24-Jan-2015 (PDF - 1 MB)

Troubleshooting TechNotes

• Troubleshoot Unified Communications (UC), Non-UC, and Third-Party Virtual Machines (VMs) Co-residency 19-May-2017
• Finesse Workflow Configuration for Metadata Tagging of Recordings in WFO-QM (Calabrio) 12-Mar-2015
• Quality Manager 2.7(1): Compliance Recording License not Recognized 11-May-2009

Literature

White Papers

• Payment Card Industry Overview 10-Jan-2019

Translated Documents

Translated End-User Guides

• Cisco Unified Workforce Optimization Quality Management 11.0(1)

  • Cisco Unified Workforce Optimization Quality Management User Guide (Dutch) 24-Aug-2015 (PDF - 3 MB)
  • Cisco Unified Workforce Optimization Quality Management User Guide (Chinese, Simplified) 24-Aug-2015 (PDF - 3 MB)
  • Cisco Unified Workforce Optimization Quality Management User Guide (Chinese, Traditional) 24-Aug-2015 (PDF - 3 MB)
  • Cisco Unified Workforce Optimization Quality Management User Guide (Spanish, European) 24-Aug-2015 (PDF - 3 MB)
  • Cisco Unified Workforce Optimization Quality Management User Guide (Portuguese, Brazilian) 24-Aug-2015 (PDF - 3 MB)
  • Cisco Unified Workforce Optimization Quality Management User Guide (Danish) 24-Aug-2015 (PDF - 3 MB)
  • Cisco Unified Workforce Optimization Quality Management User Guide (German) 24-Aug-2015 (PDF - 3 MB)
  • Cisco Unified Workforce Optimization Quality Management User Guide (French) 24-Aug-2015 (PDF - 3 MB)
  • Cisco Unified Workforce Optimization Quality Management User Guide (Korean) 24-Aug-2015 (PDF - 3 MB)

• Cisco Unified Workforce Optimization Workforce Management 11.0(1)

  • Cisco Unified Workforce Optimization Workforce Management User Guide (Dutch) 24-Aug-2015 (PDF - 4 MB)
  • Cisco Unified Workforce Optimization Workforce Management User Guide (Brazilian Portuguese) 24-Aug-2015 (PDF - 4 MB)
  • Cisco Unified Workforce Optimization Workforce Management User Guide (Danish) 24-Aug-2015 (PDF - 4 MB)
  • Cisco Unified Workforce Optimization Workforce Management User Guide (European Spanish) 24-Aug-2015 (PDF - 4 MB)
  • Cisco Unified Workforce Optimization Workforce Management User Guide (French) 24-Aug-2015 (PDF - 4 MB)
  • Cisco Unified Workforce Optimization Workforce Management User Guide (German) 24-Aug-2015 (PDF - 4 MB)