information to Scripting Precision Queues section for routing behavior for
agents associated with Precision queue steps but not logged in.
release of document for 10.5(1).
Added information to describe supervisor
access and permissions.
Initial release of document for 10.5(1).
Administration Guide for Cisco Unified Contact Center Enterprise
& Hosted describes database administration, event management,
support services, and the system software’s fault tolerant architecture.
This guide is intended for managers and administrators who administer
components of the Unified Contact Center Enterprise/Unified Contact Center
Hosted (Unified CCE/CCH) solution for voice and multichannel contact centers.
Provides conceptual information about Unified CCE agents,
agent features, and call routing.
Describes how to perform administrative tasks using Unified
CCE with Cisco Unified Intelligent Contact Management (Unified ICM) software
(documented as “system software” in this guide).
Related documentation includes the documentation sets for
Cisco CTI Object Server (CTI OS), Cisco Agent Desktop, Cisco Unified Contact
Center Management Portal, Cisco Unified Customer Voice Portal (Unified CVP),
Cisco Unified IP IVR, and Cisco Unified Intelligence Center
all related documentation sets, go to
and select Support. Select Customer Collaboration, Browse All Customer
Collaboration Categories, and then select Contact Center.
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subscribe to the What's New in Cisco Product Documentation RSS feed to deliver
updates directly to an RSS reader on your desktop. The RSS feeds are a free
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Field Alerts and
Note that Cisco products may be modified or key processes may be
determined important. These are announced through use of the Cisco Field Alert
and Cisco Field Notice mechanisms. You can register to receive Field Alerts and
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