Cisco Hosted Collaboration Solution for Contact Center Documentation Guide

This documentation guide provides details of all the documents for the release of Cisco Hosted Collaboration Solution for Contact Center and contains the links to the documents.

For the latest version of all the Cisco Hosted Collaboration Solution for Contact Center documents, see https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/tsd-products-support-series-home.html.

Documentation Changes

The following tables identify the documents that changed for this release.

New Documents in This Release

There are no new HCS for Contact Center guides that are introduced for this release.

New Solution Documents in This Release

There are no new solution documents in this release.

Documents Updated in This Release

This table lists the HCS for Contact Center guides updated for this release, and describes the major changes.

Document Notes
Solution Design Guide for Cisco Hosted Collaboration Solution for Contact Center

Updated the following topics:

  • Contact Center Enterprise Reference Designs

  • Design Considerations for Integrated Features

  • Contact Center Enterprise Solutions Overview

  • Outbound Campaign Limits

See the guide's Change History section for more details.

Configuration Guide for Cisco Hosted Collaboration Solution for Contact Center

Added the following topics:

  • Cloud Connect

  • Smart Licensing

Updated the following topics:

  • Certificates for CCE Web Administration

  • 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

See the guide's Change History section for more details.

Installing and Upgrading Guide for Cisco Hosted Collaboration Solution for Contact Center

Added the following topic:

  • Verification of the Downloaded ISO

Updated the following topics:

  • Install Microsoft SQL Server

  • Disable Port Blocking

  • Upgrading the Unified Component

See the guide's Change History section for more details.

Cisco Hosted Collaboration Solutions for Contact Center Features Guide

Added the following chapters:

  • Webex Experience Management Integration

  • Cloud Connect

  • Customer Virtual Assistant

See the guide's Change History section for more details.

Documentation Guide for Cisco Hosted Collaboration Solution for Contact Center

Lists all the documents that are released for Cisco HCS for Contact Center Solution Release 12.5(1).

Release Notes for Cisco HCS for Contact Center Solution

Lists the new features, updated features, important notes, deprecated features, and removed and unsupported features for Cisco HCS for Contact Center Solution Release 12.5(1).

Open Source used in Cisco Unified Contact Center Enterprise, Hosted Collaboration Solution for Contact Center, and Packaged Contact Center Enterprise Solutions, Release 12.5(1)

Lists licenses and notices for open source software used in Cisco Unified Contact Center Enterprise, Hosted Collaboration Solution for Contact Center, and Packaged Contact Center Enterprise Solutions, Release 12.5(1)

To view this page, see:

https://www.cisco.com/c/dam/en_us/about/doing_business/open_source/docs/UnifiedContactCenterEnterpriseHostedandPackaged1251v10.pdf

Open Source Used In Open Source Used in CTI Object Server for Contact Center Enterprise Solutions, Release 12.5(1)

Lists licenses and notices for open source software used in CTI Object Server for Contact Center Enterprise Solution, Release 12.5(1)

To view this page, see:

https://www.cisco.com/c/dam/en_us/about/doing_business/open_source/docs/OpenSourceUsedInCTIObjectServerforContactCenterEnterpriseSolutions125.pdf

Retired Documents

No documents were retired in this release.

Other Documentation Sources

This table lists the other documentation sources that were updated for this release.

Document Notes
Virtualization for Cisco HCS for Contact Center

Updated to meet Cisco HCS for Contact Center Release 12.5(1) requirements.

To view the page, see: https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/hcs_cc_virt.html.

Compatibility Matrix for Unified Contact Center Enterprise

Updated to meet Unified Contact Center Enterprise 12.5(1) requirements.

To view the page, see: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html.

Plan

The guides listed in this section relate to planning and designing Cisco HCS for Contact Center.

Release Notes for Cisco HCS for Contact Center

Audience: All.

Purpose: Describes new features and changes in Cisco HCS for Contact Center, Unified CVP, Finesse, Unified Intelligence Center, Customer Collaboration Platform, Unified CCDM, and Enterprise Chat and Email for a given release.

Content: What's new in the release, restrictions and limitations, and caveats.

To view the latest guide, see: https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-release-notes-list.html.

Solution Design Guide for Cisco HCS for Contact Center

Audience: Designers and installers.

Purpose: Provides design considerations and guidelines for deploying the Cisco HCS for Contact Center.

Content: Architecture overview, types of deployments, features, requirements, and constraints.

To view the latest guide, see: https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-implementation-design-guides-list.html.

Audience: Engineers, system architects, and other technical audience who plan, design, and prepare the installation of ECE.

Purpose: Describes requirements.

Content: Outlines the software specification for ECE. Provides details about compatible third party software requirements and contains links to other documents that provide hardware and bandwidth specifications.

To view the guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.

Audience: Engineers, system architects, and other technical audience who plan, design, and prepare the installation of ECE.

Purpose: Describes design considerations and guidelines.

Content: Provides an overview of the system, system architecture, system flow for different types of interactions, deployment models, and links to sizing guidelines.

To view the guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.

Install and Upgrade

The guides listed in this section relate to installing and upgrading Cisco HCS for Contact Center.

Installation and Upgrade Guide for Cisco HCS for Contact Center

Audience: System Administrators with knowledge of their Unified Contact Center Enterprise (Unified CCE) system architecture.

Purpose: Provides an overview, installation and upgrade of Cisco Hosted Collaboration Solutions for Contact Center.

Content: Technical specifications and requirements, a list of procedures you must perform to install and upgrade this solution.

To view the latest guide, see: https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-installation-guides-list.html.

Installation and Configuration Guide for Cisco Unified Contact Center Domain Manager

Audience: System Administrators with knowledge of their Unified Contact Center Enterprise (Unified CCE) system architecture.

Purpose: Describes how to install the Unified CCDM server components.

Content: Technical specifications and requirements, a list of procedures you must perform to install, configure and upgrade this solution.

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

Audience: Engineers, system architects, and other technical audience who install ECE for Unified CCE.

Purpose: Procedures and instructions.

Content: Provides instructions on all the pre-installation, installation, and post-installation tasks required to complete the installation of ECE for Unified Contact Center Enterprise.

To view the guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-guides-list.html.

Audience: Engineers, system architects, and other technical audience who plan, design, and prepare the installation of ECE.

Purpose: Procedures and instructions.

Content: Provides instructions to upgrade the Enterprise Chat and Email component for Release 11.(6).

To view the guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.

Configure

The guides listed in this section relate to configuring a Cisco HCS for Contact Center. Configuration tasks are normally completed after you install the product or system.

Configuration Guide for Cisco HCS for Contact Center

Audience: Managers and administrators of Cisco HCS for Contact Center.

Purpose: Describes how to configure customer instances, includes procedures for OS customization and integration of customer instance with shared management of Cisco HCS for CC deployments. Also describes how to install and configure optional cisco components.

Content: Procedures for using the configuration tools, optional cisco components, and integrated features.

To view the latest guide, see: https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-installation-guides-list.html.

Audience: All users of ECE who log into the Supervision, KB, Administration, Reports, Tools, and System Consoles of ECE.

Purpose: How to set up web browser and Java for ECE.

Content: Instructions for setting up the web browser before logging into the system and configuring Java.

To view the latest guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-user-guide-list.html.

Audience: System administrators responsible for integrating ECE with Unified CCE and maintaining the deployment over time.

Purpose: How to prepare for and maintain an installation.

Content: Provides instructions on preparing unified CCE for integration. Also includes directions for maintaining the integrated ECE over time.

To view the latest guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.

Administer and Maintain

The guides listed in this section relate to the administration and maintenance tasks that are performed regularly to keep the system running smoothly.

Administration Guide for Cisco Unified Contact Center Domain Manager

Audience: All users of Unified CCDM from high-level administrators to team supervisors.

Purpose: Describes the suite of server components of the Unified CCDM

Content: Introduces the server components of Unified CCDM and helps users understand how to use it to set up, manage, and troubleshoot standard and advanced administrative operations.

To view the guide, see: https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-maintenance-guides-list.html.

Audience: System, Partition and Department Administrators of ECE.

Purpose: Describes the Administration Console.

Content: Introduces the Administration Console and helps users understand how to use it to set up and manage various business resources.

To view the guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.

Audience: Partition and Department Administrators of ECE responsible for configuring the system to service emails from customers.

Purpose: Describes email basics.

Content: Introduces the administrator to the email infrastructure within the application. Includes instructions on how to set up aliases, block unwanted emails and files from entering the system, and handle delivery exceptions.

To view the guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.

Audience: Partition and Department Administrators of ECE responsible for configuring the system to service chats and callback activities.

Purpose: Describes Chat and Collaboration and Template Sets.

Content: Introduces the administrator to the chat and collaboration infrastructure within the application. It includes instructions on how to set up entry points and templates.

To view the guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.

Audience: Partition and Department Administrators of ECE responsible for configuring the system to route activities to the appropriate users.

Purpose: Routing and workflow procedures.

Content: Introduces the administrator to routing and explains how to set up service levels and queues for emails.

To view the guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.

Audience: Partition and Department Administrators of ECE.

Purpose: Describes the Tools Console.

Content: Describes how to create custom attributes for business objects.

To view the guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.

Audience: Business users of ECE.

Purpose: Describes the Reports Console.

Content: Provides details about historical reports available in the Reports Console of ECE.

To view the guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-user-guide-list.html.

Audience: Business users of ECE.

Purpose: Describes the System Console.

Content: Introduces the system console and describes how to use it to set up and monitor system services.

To view the guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.

User

The guides listed in this section are for agents, supervisors, and reporting administrators of Cisco HCS for Contact Center.

User Guide for Cisco Unified Contact Center Domain Manager

Audience: All users of Unified CCDM from high-level administrators to team supervisors.

Purpose: Describes how to use the Unified CCDM server components

Content: Describes how to manage settings, services, security, and your system using the Web Portal tool.

To view the guide, see: https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-user-guide-list.html.

Audience: Agents using ECE to service customer emails and chats.

Purpose: How to work with ECE as an agent.

Content: Describes how agents can use ECE to receive emails and reply to them and conduct chat sessions with customers.

To view the guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-user-guide-list.html.

Audience: Supervisors of agent using ECE to service customer emails and chats.

Purpose: How to work with ECE as a supervisor.

Content: Describes how to monitor queues and users.

To view the guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-user-guide-list.html.

Reference

The guides listed in this section are technical references related to Cisco HCS for Contact Center.

Security Guide for Cisco Unified Contact Center Domain Manager

Audience: Administrators responsible for the commissioning and ongoing maintenance of the Unified CCDM and all users responsible for managing Unified CCDM security

Purpose: Describes how to set up and maintain security for the Unified CCDM

Content: Introduces the fundamentals of the Unified CCDM security and helps users understand how to manage roles and security

To view the guide, see: https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-technical-reference-list.html.

Web Services Reference for Cisco Unified Contact Center Domain Manager

Audience: Web developers who use the Unified CCDM Web Service APIs

Purpose: Describes the Web Service APIs that Unified CCDM exposes

Content: Describes how to use the Web Services API to perform management operations remotely from a third party client application

To view the guide, see: https://www.cisco.com/c/en/us/support/unified-communications/hosted-collaboration-solution-contact-center/products-technical-reference-list.html.

Cisco Enterprise Chat and Email

These guides are available for Cisco Enterprise Chat and Email:

  • Enterprise Chat and Email Installation Guide (for Unified Contact Center Enterprise)

  • Enterprise Chat and Email Administrator's Guide to Administration Console

  • Enterprise Chat and Email Administrator's Guide to Email Resources

  • Enterprise Chat and Email Administrator's Guide to Tools Console

  • Enterprise Chat and Email Administrator’s Guide to System Console

  • Enterprise Chat and Email Administrator's Guide to Reports Console

  • Enterprise Chat and Email Administrator's Guide to Routing and Workflows

  • Enterprise Chat and Email Administrator's Guide to Chat and Collaboration Resources

  • Enterprise Chat and Email Supervisor's Guide

  • Enterprise Chat and Email Agent's Guide

  • Enterprise Chat and Email Browser Settings Guide

  • Enterprise Chat and Email Deployment and Maintenance Guide (for Unified Contact Center Enterprise)

  • Enterprise Chat and Email System Requirements

  • Enterprise Chat and Email Design Guide

To view the latest Cisco Enterprise Chat and Email guides, see: https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/tsd-products-support-series-home.html.

Open Source Used in Cisco Unified Contact Center Enterprise, Packaged CCE, and HCS for Contact Center Solution

Audience: Lawyers.

Purpose: To acknowledge open source code used in Cisco HCS for Contact Center, Enterprise Chat and Email, and Unified CCDM.

Content: Licenses and notices for open source software used in Cisco HCS for Contact Center, Unified CCDM, Unified CCE, Packaged CCE, Enterprise Chat and Email, Webex Contact Center Enterprise, and Unified CCMP.

To view the guide, see: https://www.cisco.com/c/en/us/about/legal/open-source-documentation-responsive.html?flt0_general-table0=Unified%20contact%20center%20enterprise#~documentation.

Cisco Security Advisories

The Cisco Product Security Incident Response Team (PSIRT) is a dedicated, global team that manages the receipt, investigation, and public reporting of security vulnerability information that relates to Cisco products and networks.

For information on existing security issues, see Cisco Security Advisories, Responses, and Alerts at https://tools.cisco.com/security/center/publicationListing.x.

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