Preface

Change History

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

Changes

Section

Date

New chapter added for digital channels with imiconnect

Digital Channels with imiconnect

August, 2021

Initial release of this document

January, 2019

Added the following HCS for CC for CC features:

  • Agent Greeting

  • Whisper Announcement

  • Courtesy Callback

  • DB Integration (DB Lookup)

  • Outbound Option

  • Post Call Survey

  • A-law Codec

  • CM Silent Monitoring

  • Music on Hold

  • Agent Request

  • Extension Mobility

  • Precision Queue

  • Task Routing

About This Guide

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

Audience

This document is prepared for:

  • Contact center administrators who configure and run the contact center, manage agents and supervisors, and address operational issues.

  • Contact center supervisors, who lead agent teams and are responsible for team performance

This document is written with the understanding that your system has been deployed by a partner or service provider who has validated the deployment type, virtual machines, and database and has verified that your contact center can receive and send calls.

Related Documents

Document or resource Link

Documentation Guide for Cisco Hosted Collaboration Solutions for Contact Center

https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-documentation-roadmaps-list.html

Solution Design Guide for Cisco Hosted Collaboration Solutions for Contact Center

https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-implementation-design-guides-list.html

Configuration Guide for Cisco Hosted Collaboration Solutions for Contact Center

https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-installation-guides-list.html

Release Notes for Cisco Hosted Collaboration Solutions for Contact Center

https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-release-notes-list.html

Communications, Services, and Additional Information

  • To receive timely, relevant information from Cisco, sign up at Cisco Profile Manager.

  • To get the business impact you’re looking for with the technologies that matter, visit Cisco Services.

  • To submit a service request, visit Cisco Support.

  • To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit Cisco Marketplace.

  • To obtain general networking, training, and certification titles, visit Cisco Press.

  • To find warranty information for a specific product or product family, access Cisco Warranty Finder.

Cisco Bug Search Tool

Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides you with detailed defect information about your products and software.

Field Notice

Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html.

You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume RSS feeds when new announcements are released for the following notices:

  • Cisco Security Advisories

  • Field Notices

  • End-of-Sale or Support Announcements

  • Software Updates

  • Updates to Known Bugs

For more information on creating custom subscriptions, see My Notifications at https://cway.cisco.com/mynotifications.

Conventions

This document uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, folder names, 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.

  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)

  • A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems, Inc. </title></html>

< >

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.