Preface

Change History

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

Change

See

Date

Removed Cloud Connect

System Menu

April, 2025

Cisco Finesse

Unified CCX System Management > Unified CCX IP Address/hostname Management > IP Address Modification > Change IP Address for Server in Single-Node Deployment

Command Line Interface > Utils Commands > utils service

Removed Cisco Webex Experience Management

Cisco Applications Configuration > About Unified CCX Applications > Add New Cisco Script Application

VPN-less Access to Finesse Desktop > Reverse-Proxy selection and configurations > Determine Gadget Compatibility

Added Trigger OVA migration command topic. This topic has the following CLIs:

  • utils uccx ova info

  • utils uccx ova migrate

Backup and Restore

Added a new CLI utils uccx database reindex tablename.

Command Line Interface > Utils Commands

Removed the Change Licensing Packages topic.

Unified CCX Provision Checklist

Removed Upload Licensing topic.

Unified CCX Introduction > Set Up Unified CCX > View License Information

Updated the examples for 15.0.

Command Line Interface > Specific License Reservation Commands > license smart reservation install

Removed the content related to Perpetual License.

Unified CCX Provision Checklist > Provision Unified CCX

Provision of Unified CCX > Contact Service Queue Configuration > Create a Contact Service Queue > Contact Service Queue Configuration Web Page

Provision of Unified CCX > Configure Agent-Based Routing

Unified CCX Outbound Dialer Configuration > Outbound Feature for Unified CCX > Unified CCX Requirements

Command Line Interface > Cisco Finesse Commands > utils uccx finesse

Unified CCX Introduction > Set Up Unified CCX > View License Information

Command Line Interface > Specific License Reservation Commands > license smart reservation request

Unified CCX Introduction > Unified CCX Product Family > Unified Contact Center Express

Subsystems Menu > RmCm Menu

Unified CCX License Packages

Backup and Restore > Restore Scenarios > Restore SA Setup (with Rebuild)

Backup and Restore > Restore Scenarios > Restore Only First Node in HA Setup (with Rebuild)

Backup and Restore > Restore Scenarios > Restore Both Nodes in HA Setup (with Rebuild)

Unified CCX License Packages > Application Availability by License Package

Unified CCX License Packages > Trigger Availability by License Package

Unified CCX License Packages > Subsystem Availability by License Package

Unified CCX License Packages > Unified CCX Services Availability by License Package

Unified CCX License Packages > Unified CCX Component Availability by License Package

Removed content relatated to License Management and Classic License Management.

System Menu > License Information > License Management

Removed NFR, Perpetual Enhanced, and Perpetual Premium.

System Menu > License Information > License Management > Smart Licensing

Removed the topic Classic License Management.

System Menu > License Information > License Management

Removed content related Perpetual License.

Introduction > Set Up Unified CCX > View License Information > Enable Smart Licensing

Removed the utils uccx delete license licenseName topic.

Command Line Interface > Utils Commands

Removed the utils uccx list license topic.

Command Line Interface > Utils Commands

Removed the show uccx license topic.

Command Line Interface > Show Commands

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

Backup and Restore > Important Considerations

Added the topic Cipher Management.

Backup and Restore > SFTP Requirements

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 Commands

Updated the connection method to Cisco SSM.

Introduction > Setup Unified CCX > View License Information > Configure transport settings for smart licensing

Added a new field Secure Connection.

Updated the second bullet in description of JDBC URL to mention that the encryption is supported.

Provision of Additional Subsystems > Provision of Database Subsystem > Add New Datasource > Datasource Configuration Web Page

Updated the Note to mention that the encrytion is supported.

Tools Menu > Real-Time Snapshot Config Menu > Create System DSN for Wallboard

Added the topic utils uccx informix_ssl status.

Command Line Interface > Utils Commands

Added the topic utils uccx informix_ssl cert generate.

Command Line Interface > Utils Commands

Added the topic utils uccx informix_ssl cert info.

Command Line Interface > Utils Commands

Added the topic utils uccx informix_ssl enable.

Command Line Interface > Utils Commands

Added the topic utils uccx informix_ssl disable.

Command Line Interface > Utils Commands

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.

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