Preface

Change History

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

Change

See

Date

Initial Release of Document for Release 15.0

Removed the Cisco Webex Experience Management chapter.

-

April, 2025

Removed Cisco Webex Experience Management

Contact Center Prerequisites > Contact Center Planning and Bandwidth Calculations

Updated Premium License as Flex Premium License

Digital Channels > Task Flow to Enable Digital Channels > License Requirements

Digital Channels > Task Flow to Enable Digital Channels > Configure Customer Collaboration Platform in Unified CCX

Digital Channels > Task Flow to Enable Digital Channels > Mail Server Configuration

Digital Channels > Unified CCX Agent Email

Digital Channels > Unified CCX Agent Email > Agent Email Features

Digital Channels > Unified CCX Web Chat

Digital Channels > Unified CCX Web Chat > Web Chat Features

Smart Licensing > Specific License Reservation

Removed content related to Perpetual Premium and Perpetual Enhanced.

Smart Licensing > Smart Licensing

Smart Licensing > License Computation

About This Guide

This guide explains features you can use in conjunction with Cisco Unified Contact Center Express. For each feature, there is a description, procedures for initial setup, and details on the functionality the feature provides.

Audience

This guide is prepared for Contact Center administrators who configure and run the contact center, manage agents, and address operational issues.

Related Documents

Document or Resource

Link

Cisco Unified Contact Center Express Documentation Guide

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

Cisco Unified CCX documentation

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

Cisco Unified Intelligence Center documentation

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

Cisco Finesse documentation

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

Cisco Customer Collaboration Platform documentation

Note

 

From Unified CCX Release 12.5(1), CCP documents are available in the Cisco Unified CCX documentation folder.

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

Cisco Unified CCX Virtualization Information

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

Cisco Unified CCX Compatibility Information

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