Introduction to Cisco Hosted Collaboration Solution for Contact Center
New and Updated
Small Contact Center Agent
Deployment for HCS for CC - The HCS for CC small contact center agent
deployment model is a subset of the HCS for CC 4000 agent deployment model.
Small contact center agent deployment model supports multiple customers (up to
149 sub-customers) on a shared instance. Each sub-customer has its own network
with a unique call-control. The Unified CCE central controller and the CVP
resources are shared across all of the sub-customers.
(SP) plays a major role in this deployment, because SIP signaling and media
pass through CUBE (SP) to CUBE-Enterprise, while data traffic passes through
Remote CVP Deployment -
In Remote CVP deployments for HCS, additional CVP servers with CCE VRU
Peripheral Gateway are deployed at remote data centers. The maximum RTT with a
central controller over the WAN is restricted to 400 ms.
Remote CVP & CUCM
Deployment - In Remote CVP and CUCM deployments for HCS, additional CVP and
CUCM servers with CCE Generic Peripheral Gateway are deployed at remote data
centers. The maximum RTT with a central controller over the WAN is restricted
to 400 ms
Cisco MediaSense -
Cisco MediaSense is the media-capture platform for Cisco Unified
Communications. It can be used to record calls in Cisco and non-Cisco contact
centers; however, non-Cisco contact centers must use the Cisco Unified Border
Element (CUBE) as the ingress point. MediaSense can be used by compliance
recording companies whose regulatory environment requires all sessions to be
recorded and maintained.
Cisco Unified Web
Interaction Manager(WIM) and Cisco Unified E-Mail Interaction Manager(EIM)
Collocated Deployment - In Release 10.0(1), HCS for CC supports Unified WIM
and EIM Collocated Deployment, which supports 200 multimedia agents. In this
model, all of the Unified WIM and EIM components are deployed in a single
server, which reduces the hardware resources. Cisco recommends that you use a
separate web server for DMZ purposes.
Cisco Prime Collaboration
Assurance - Cisco Prime Collaboration Assurance is a comprehensive video
and voice assurance and management system with a set of monitoring,
troubleshooting, and reporting capabilities that help ensure that end users
receive a consistent, high-quality video and voice collaboration experience.
You can deploy Prime Collaboration in either Managed Service Provider (MSP)
mode or in Enterprise mode. The following are the key features of Cisco Prime
Contact Center topology with link status, device status, device performance,
Center device discovery
Center devices real-time performance monitoring
and alarms along with root cause analysis
Center device dashboards - Pre-canned and custom
Threshold, syslog, correlation and system rules - Pre-canned and custom
Solution log collection and call signaling analysis
Multi-tenancy and logged-in agent licensing information
and video unified dashboard
and video endpoint monitoring
OVA Changes - In
Release 10.0(1), the E1000 network adapter is replaced with the VMXNET3 network
adapter for Windows-based applications.
Golden Template Tool
Modifications - Virtual machines can be exported as OVFs and transported to
any desired location. A service provider can use either a Golden Template or an
OVF for cloning and OS customization.
Contact Center Domain Manager 10.0(1) New and Enhanced Features
CCDM 10.0(1) contains the following new and enhanced features:
Redesigned Tools Menu -
The Tools menu has been redesigned to show a tiled overlay of all the tools
available, instead of the previous drop-down list, which only contained the
major tools. Users can access any tool from anywhere in the UI; previously they
could only access the major tools directly and had to access the other tools
from the home page.
The Tools menu
is now available for basic-mode users, and includes only the tools they are
able to access.
CVP Management - CVP
IVR Apps and Media files can be uploaded to CVP from within Unified CCDM. This
applies to CVP Release 10.0 and later releases.
Supervisor Column Added to
Skill Group Manager - Basic mode users can now easily see whether an agent
that they are reskilling is a supervisor.
Department ID Support -
This release supports Cisco Unified CCE Release 10.0(1) departments. Users can
create, update, and delete departments.
Other New End User Features
- This version of Unified CCDM also includes the following:
The online help interface
has been updated in this release.
In System Manager, the
resources shown on the various association tabs are now paged for efficiency
(for example, when associating Agents with Agent Teams, or Dialed Numbers with
Agent Desktops). The number of resources shown on a page can be customized
Simpler Creation of
ISE-Enabled Users - This release of Unified CCDM allows users to be enabled
for Cisco Internet Script Editor (ISE) when they are created. If the Enable ISE
option is selected, Unified CCDM automatically verifies and configures the
corresponding Unified CCE user.
Guidelines and Instructions -
The installation instructions now include a security guidelines
section. Instructions are provided for applying the recommended security
configurations, include the following:
Disabling cached logins
Enabling mandatory SMB
Securing Unified CCDM Web
Service APIs with SSL
The database installer has been improved so that it is no
longer necessary to specify machine network service accounts during
Enhanced Browser Support
- The following browsers are supported:
Internet Explorer 8, 9, 10,
Google Chrome 31
Mozilla Firefox 26
Web Services Enhancements
- For more information about changes and enhancements to the Unified CCDM
Web Services, see the
Changed in this Release" section of the Web Services Reference for
Unified Contact Center Domain Manager
Date and time Stamp Support
- Unified CCDM provides an import optimization using a new Date Time Stamp
Logging Changes -
Unified CCDM implements a logging enhancement to protect the system from
filling up the disk in the event of an error
SNMP Support - Unified
CCDM supports SNMP by trapping windows events and raising them as traps
Unified System CLI Support
- Unified CCDM Supports the Unified system CLI
Support for Cisco
Unified Web Interaction Manager and Cisco Unified E-Mail Interaction Manager
for 120 and 240 Multimedia Agent Deployments is not longer supported for new
deployments from Release 10.0(1) onward.
If you have an
account with Cisco.com, you can use the Bug Search Tool to find caveats of any
severity for any release. Access the Bug Search Tool at
https://www.cisco.com/cisco/psn/bssprt/bss. Enter the bug identifier in the search
box and press
Enter or click