Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0(1)

Change History

This table lists changes made to this guide. Most recent changes appear at the top.


Change	See	Date
As part of CSCwc66637 link to G729 documentation provided	Record a Prompt	Dec 2022
Added customize icons details	Cisco Finesse >> Cisco Finesse Administration Console >> Manage Desktop Layout >> Customize Icons for Gadgets	July 2020
Added Content Security Policy directives	Command Line Interface>>Cisco Finesse Commands>>Supported Content Security Policy Directives
Added new service property configuration CLI for port 5223	Command Line Interface>>Cisco Finesse Commands>>Service Properties
Initial Release of Document for Release 12.0(1)		January 2019
Advanced Supervisor Capability	Supervisor Capability View Menu
Bubble Chat	Subsystems menu >> Chat and Email menu options >> chat Widgets >> Bubble Chat Widget
Chat Widget Configuration	Subsystems menu >> Chat and Email menu options >> chat Widgets >> Chat Widget Configuration
Simplifed Bubble Chat Widget Configuration	Subsystems menu >> Chat and Email menu options >> chat Widgets >> Bubble Chat Widget
Rating UI	Subsystems menu >> Chat and Email menu options >> chat Widgets >> Bubble Chat Widget
Added the topic "Chat Widgets Page"	Subsystems menu >> Chat and Email menu options >> chat Widgets >> Chat Widgets page
Added an Appendix topic to document the chat experience of the End Customer	Appendix >> Chat - Customer experience

About This Guide

Cisco Unified Contact Center Express (Unified CCX), a member of the Cisco Unified Communications family of products, manages customer voice contact centers for departments, branches, or small to medium-size companies planning to deploy an entry-level or mid-market contact center solution.

The Cisco Unified CCX Administration Guide provides instructions for using the Administration web interface to provision the subsystems of the Unified CCX package and to configure Unified CCX applications.

This guide shows you how to implement the following two systems that integrate with the Unified CCX:

Cisco Unified Contact Center Express (Unified CCX)
Cisco Unified IP IVR

This guide also includes a reference section that describes all the menus and menu options of the Unified CCXAdministration web interface.

This guide will help you to:

Perform initial configuration tasks
Administer applications such as the Unified CCXEngine and other components of the CiscoUnified Communications family of products
Familiarize yourself with the menus and menu options of the Unified CCXAdministration web interface

Audience

The Cisco Unified CCX Administration Guide is written for business analysts and application designers who have the domain-specific knowledge required to create multimedia and telephony customer response applications. Experience or training with Java is not required but is useful for making best use of the capabilities of the Cisco Unified Communications family of products.

Conventions

This manual 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. For emphasis. Example: Do not use the numerical naming convention. An argument for which you must supply values. Example: IF (condition, true-value, false-value) A book title. Example: See the Cisco Unified Contact Center Express Installation Guide.
window font	Window font, such as Courier, is used for the following: Text as it appears in code or information that the system displays. Example: `<html><title> Cisco Systems,Inc. </title></html>` File names. Example: tserver.properties. Directory paths. Example: C:\Program Files\Adobe
string	Nonquoted sets of characters (strings) appear in regular font. Do not use quotation marks around a string or the string will include the quotation marks.
[ ]	Optional elements appear in square brackets.
{ x \| y \| z }	Alternative keywords are grouped in braces and separated by vertical bars.
[ x \| y \| z ]	Optional alternative keywords are grouped in brackets and separated by vertical bars.
< >	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.
^	The key labeled Control is represented in screen displays by the symbol ^. For example, the screen instruction to hold down the Control key while you press the D key appears as ^D.

Documentation and Support

To download documentation, submit a service request, and find additional information, see What's New in Cisco Product Documentation at https://www.cisco.com/en/US/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.

Documentation Feedback

To provide your feedback for this document, send an email to:

contactcenterproducts_docfeedback@cisco.com

Bias-Free Language

Book Title

Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0(1)

Chapter Title

Preface

Results

Chapter: Preface