Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5(1)

Change History


Change	See	Date
Introduced License Control and Specific License Reservation	Contact Center Express Solutions Overview>Unified CCX Licensing	July 2020
Introduced Federal Information Processing Standards (FIPS) 140-2 Level 1	Solution Security>Federal Information Processing Standards 140-2 Level 1	July 2020
Cisco Webex Experience Management	Cisco Webex Experience Management>> SMS/Email Post-Call Survey Call Flow	May 2020
Initial Release of Document for Release 12.5(1)		January 2020
Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP).	Unified CCX Reference Designs>>Two-Server High Availability Reference Design Unified CCX Reference Designs>>Other Design Considerations Contact Center Express Solutions Overview>>Cisco Finesse Agent Desktop Features Contact Center Express Solutions Overview>>Outbound Progressive and Predictive Dialer
Added information about the Secure RTP (SRTP).	Solution Security>>Secure Real-Time Protocol (Secure RTP or SRTP)
Introduced Cisco Webex Experience Management.	Cisco Webex Experience Management
Updated WFO description.	Contact Center Express Solutions Overview>>Features>>Cisco Finesse Agent Desktop Features
Introduced Smart Licensing.	Contact Center Express Solutions Overview>>Unified CCX Licensing>>Licensing for Cisco Unified Contact Center Express
Added Cloud Connect as one of the Unified CCX component.	Unified CCX Reference Designs>>Introduction to the Unified CCX Solution Reference Designs

About This Guide

This guide provides design considerations and guidelines for deploying Cisco Unified Contact Center Express (Unified CCX). This guide assumes that you are familiar with basic contact center terms and concepts.

Audience

This guide is primarily for contact center designers and system administrators.

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.

Documentation Feedback

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

contactcenterproducts_docfeedback@cisco.com

Bias-Free Language

Book Title

Solution Design Guide for Cisco Unified Contact Center Express, Release 12.5(1)

Chapter Title

Preface

Results

Chapter: Preface