Preface

Change History

Change

See

Date

OpenJDK updates

Import CA Certificate into AW Machines

Mar, 2021

Import CCE Component Certificates

Import Diagnostic Framework Portico Certificate into AW Machines

Import VOS Components Certificate

Java Upgrades

Upgrade Tomcat Utility

Support for 36000 Agents on a 24000 Agent Reference Design

 Support for 36000 Agents in HCS for CC 24000 Agent Deployment February 2021
Change Limits for Calls per Second

Support for Edge Chromium (Microsoft Edge)

Set Up CA Certificate for Chrome and Edge Chromium (Microsoft Edge) Browsers

December 2020

Accept Security Certificates

Install Microsoft Windows Server

Initial Release of Document for Release 12.5(1)

February 2020

Added a new topic for certificates

Certificates for CCE Web Administration

Updated topics with certificate details

Configure Customer Instance for the 2000 Agent Deployment Model

Create a Customer Instance for the 4000 Agent Deployment Model

Create Customer Instance for 12000 Agent Deployment Model

Create Customer Instance for 24000 Agent Deployment Model

Create Customer Instance for Small Contact Center Agent Deployment Model

Added support for the Cloud Connect component

Cloud Connect

Added support for Smart Licensing

Smart Licensing

About this Guide

This document provides the reader with the necessary information to deploy, configure, and integrate a new Hosted Collaboration Solution for Contact Center(HCS for CC) for Contact Center instance with the required and in-place Hosted Collaboration Solution for Contact Center infrastructure. It provides a list of procedures you must perform to configure and integrate this solution.

This document requires the Hosted Collaboration Solution for Contact Center applications and infrastructure to be in place and ready for HCS for CC for CC deployment and integration. This document assumesHCS for CC for CC Golden Templates have been created for deployment and integration.

Audience

This document is intended for Cisco Authorized Technology Partners (ATP) personnel certified on or equivalently experienced with Cisco Unified Contact Center Enterprise(Unified CCE) products, design, requirements, installation and administration methods and procedures.

HCS for CC for Contact Center, as a subset of the Hosted Collaboration Solution for Contact Center, requires the reader to have a corresponding familiarity and experience with those required and optional applications, platforms and infrastructure.

Related Documents

For design considerations and guidelines for deploying a Cisco HCS for Contact Center solution including various components and subsystems, see http://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-implementation-design-guides-list.html.

For the installation procedure of Cisco HCS for Contact Center, see http://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-installation-guides-list.html.

For information on design, installation, and configuration of the Hosted Collaboration Solution applications and Infrastructure, see https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-hcs/tsd-products-support-series-home.html.

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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.

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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.