Documentation Guide

Overview

This documentation guide provides details of all the documents for this release of Unified Contact Center Express (Unified CCX), Release 15.0 and contains links to the documents.

For the latest version of all of the documents of Unified CCX, see:

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/tsd-products-support-series-home.html.

Document Changes

The following tables identify the documents that changed for this release.

New Solution Documents in This Release

There are no new solution documents in this release.

New Documents in This Release

There are no new Unified CCX documents in this release.

Documents Updated in This Release

The following table lists the documents that are updated in this release:

Document

Notes

Cisco Unified Contact Center Express Administration and Operations Guide

Updates to this document are as follows:

  • Removed Cloud Connect content.

  • Removed Cisco Webex Experience Management.

  • Added Trigger OVA migration command topic.

  • Removed the Change Licensing Packages topic.

  • Removed Upload Licensing topic.

  • Updated the Specific License Reservation Commands examples for 15.0.

  • Removed the content related to Perpetual License.

  • Removed content relatated to License Management and Classic License Management.

  • Removed NFR, Perpetual Enhanced, and Perpetual Premium.

  • Removed the topic Classic License Management.

  • Removed content related Perpetual License.

  • Removed the utils uccx delete license licenseName topic.

  • Removed the utils uccx list license topic.

  • Removed the show uccx license topic.

  • Added information about switch back from Unifed CCX 15.0 to previous releases.

  • Added the topic Cipher Management.

  • Added the following CLIs

    • utils system tls_ciphers config list

    • utils system tls_ciphers config export

    • utils system tls_ciphers config import

    • utils system tls_ciphers config reset

    • utils uccx database reindex tablename

    • utils uccx informix_ssl status

    • utils uccx informix_ssl cert generate

    • uccx informix_ssl cert info

    • utils uccx informix_ssl enable

    • utils uccx informix_ssl disable

  • Updated the connection method to Cisco SSM.

  • Added a new field Secure Connection in Datasource Configuration Web Page.

  • The ODBC connections to Unified CCX now supports encryption.

Cisco Unified Contact Center Express Features Guide

  • Removed the Cisco Webex Experience Management content.

  • Updated Premium License as Flex Premium License.

  • Removed content related to Perpetual Premium and Perpetual Enhanced.

Solution Design Guide for Cisco Unified Contact Center Express

  • Removed the Cisco Webex Experience Management content.

  • Updated the list of supported ciphers.

  • Removed the content related to Perpetual Licensing and updated the content to reflect Flex Standard and Flex Premium.

Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express

  • Updated that the User IDs are not case-sensitive.

  • Added keyboard shortcuts.

Cisco Unified Contact Center Express Install and Upgrade Guide

  • Added pre-upgrade COP for FIPS.

  • Updated the RTMT tool download option.

  • Updated the RAM for 400 agents profile.

  • Suppressed information about Prime Collaboration Deployment.

  • Removed the information about case sensitivity of the User ID.

  • Removed information related to WFO.

  • Removed information related to Classic Licensing.

  • Added information about switch back from Unified CCX 15.0 to previous releases.

Cisco Unified Contact Center Express Reporting User Guide

  • Removed information related to Perpetual license.

  • Removed Classic Chat.

Port Utilization Guide for Cisco Unified Contact Center Express Solution

  • Added TCP 9089

  • Removed CherryPoint.

Documents Not Updated in This Release

Cisco Unified Contact Center Express Database Schema Guide

Documents Retired in This Release

None.

Other Documentation Sources

This table lists other documentation sources that are updated in this release:

Document

Notes

Compatibility Matrix for Cisco Unified Contact Center Express 15.0

Replaces the Compatibility Matrix Wiki.

Updated to meet Cisco Unified Contact Center Express, Release 15.0 requirements.

To view the page, see https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html.

Virtualization for Cisco Unified Contact Center Express

Updated to meet Cisco Unified Contact Center Express, Release 15.0 requirements.

To view the page, see https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html.

Plan

The guides listed in this section relate to planning and designing a Unified CCX system.

Cisco Customer Contact Solutions Ordering Guide

This document describes the pricing, packaging structure and ordering for Unified CCX.

The latest guide is located at:

https://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/design/guides/UCgoList.html.

Cisco Unified Contact Center Express Solution Design Guide

This document describes system-level best practices and design guidelines for Unified CCX Solution and the solution components.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html

Release Notes for Unified Contact Center Express Solution

This document describes the new features, updated features, and caveats for Unified CCX Solution. Users should read the latest release notes before initially installing or upgrading their Unified CCX system.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_release_notes_list.html.

Open Source Used in Unified Contact Center Express

This document lists the licenses and notices for open source software that are used in Unified CCX.

The latest guide is located at:

https://www.cisco.com/c/en/us/about/legal/open-source-documentation-responsive.html?flt0_general-table0=Unified%20contact%20center%20express&flt1_general-table0=15.0.

Compatibility Matrix for Unified Contact Center Express

This compatibility document lists supported product combinations for active Unified CCX product sets.

The latest compatibility information is located at:

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html

Virtualization for Cisco Unified Contact Center Express

The virtualization document describes Unified CCX virtualization requirements, guidelines, and procedures.

The latest virtualization-related information is located at:

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html

Install and Upgrade

The guides listed in this section relate to installing and upgrading Unified CCX.

Cisco Unified Contact Center Express Installation and Upgrade Guide

This document explains the deployment options, how to install, upgrade, uninstall, and patch Unified CCX, and how to change a Unified CCX deployment.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html.

Getting Started with Cisco Unified IP IVR

This document describes how to install and set up Unified IP IVR.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html.

Configure

The guides listed in this section relate to configuring a Unified CCX system. Configuration tasks are normally completed after you install the product or system.

Cisco Unified CCX Administration and Operations Guide

This document provides instructions for using the Unified CCX Administration web interface to provision the subsystems of the Unified CCX package and to configure Unified CCX applications. This document also describes all the operations that are related to Unified CCX:

  • Using the Unified CCX Serviceability interface to configure, monitor, and troubleshoot Unified CCX services and components.

  • Using Real-Time Monitoring Tool (RTMT) to monitor system performance and troubleshoot system problems.

  • Backing up and restoring.

  • Using CLI commands to configure, administer and troubleshoot Unified CCX.

  • Using the TCP and UCP ports.

The latest guide is located at:

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-maintenance-guides-list.html.

Cisco Unified Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR

This document describes the system administration functions through the Cisco Unified Operating System for Unified CCX.

The latest guide is located at:

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-maintenance-guides-list.html.

Cisco Unified Contact Center Express Features Guide

This document describes Cisco Webex Experience Management. The Cisco Webex Experience Management is a cloud service to configure surveys.

The latest guide is located at:

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-feature-guides-list.html.

Port Utilization Guide for Cisco Unified Contact Center Express Solutions

This document describes all the operations using the TCP and UCP ports that are related to Unified CCX and its components.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_list.html.

Cisco Unified Contact Center Express CTI Protocol Developer Guide

This document describes how to use the Unified CCX CTI protocol messages, and provides the CTI protocol message definitions, and provides client application development guidelines.

The latest guide is located at:

https://developer.cisco.com/docs/contact-center-express/#!previous-documentation-pdfs.

Cisco Unified Contact Center Express Developer Guide

This document describes all the configuration REST APIs that are available for Unified CCX.

The latest guide is located at:

https://developer.cisco.com/docs/contact-center-express/

Cisco Unified Contact Center Express Getting Started with Scripts

This document is volume 1 of the Scripting and Development Series, which contains three volumes, and describes how to use the Unified CCX Editor to develop interactive scripts. It presents the properties of Unified CCX Editor.

The latest guide is located at:

https://developer.cisco.com/docs/contact-center-express/

Cisco Unified Contact Center Express Editor Step Reference Guide

This document is volume 2 of the Scripting and Development Series, which contains three volumes, and describes how to use the Unified CCX Editor to develop interactive scripts. It describes how to use the Cisco Editor interface to create interactive scripts.

The latest guide is located at:

https://developer.cisco.com/docs/contact-center-express/

Cisco Unified Contact Center Express Expression Language Reference Guide

This document is volume 3 of the Scripting and Development Series, which contains three volumes, and describes how to use the Unified CCX Editor to develop interactive scripts. It describes the language used for evaluation expressions in Unified CCX scripts, prompt templates, and grammar templates.

The latest guide is located at:

https://developer.cisco.com/docs/contact-center-express/

Cisco Unified Contact Center Express Report Developer Guide

This document describes the call, chat, and email detail records. It describes how to create new reports by using Cisco Unified Intelligence Center.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_technical_reference_list.html

User

The guides listed in this section are for agents, supervisors, and reporting administrators of Unified CCX.

Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express

This document describes how to use Finesse agent desktop and Finesse supervisor desktop.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.

Cisco Unified Contact Center Express Reporting User Guide

This document describes the features that are available to a user using Unified Intelligence Center and all the fields in the Historical Reports and provides the query designs for the Historical Reports. This document also describes the fields, charts, available views, filters, and grouping for the Historical and Live Data Reports.

The latest guide is located at:

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.

Cisco Security Advisories

Addressing security issues in Cisco products is the responsibility of the Cisco Product Security Incident Response Team (PSIRT). The Cisco PSIRT is a dedicated, global team that manages the receipt, investigation, and public reporting of security vulnerability information that relates to Cisco products and networks.

For information on existing security issues, see Cisco Security Advisories, Responses, and Alerts at:

https://tools.cisco.com/security/center/publicationListing.x

Related Documentation

This section provides links to the documentation of the product components that are deployed with Unified CCX.

Subject

Link

Finesse

For Cisco Finesse documentation, see:

https://www.cisco.com/en/US/products/ps11324/tsd_products_support_series_home.html.

MRCP, ASR and TTS

For Media Resource Control Protocol (MRCP), Automated Speech Recognition (ASR), and the MRCP Text-to-Speech (TTS) client components, see the Third-Party section of the latest compatibility information is located at:

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html.

Customer Collaboration Platform

For Cisco Customer Collaboration Platform documentation, see:

https://www.cisco.com/c/en/us/support/contact-center/unified-contact-center-express-15-0/model.html.

Cisco Unified Communications Manager

For Cisco Unified Communications Manager documentation, see:

https://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html.

Cisco Unified Intelligence Center

For Cisco Unified Intelligence Center documentation, see:

https://www.cisco.com/en/US/products/ps9755/tsd_products_support_series_home.html.