Unified CCE User Integration for Unified Intelligence Center
Any user who is imported with the Unified CCE User Integration feature can log in. After they are integrated, Unified CCE supervisors can log into Unified Intelligence Center with their Active Directory user ID and password.
Unified CCE User
The Unified CCE
user integration feature imports supervisors and their teams from Unified
ICM/Unified CCE from the Unified ICM Configuration Manager and database into
Unified Intelligence Center.
automatically given Unified Intelligence Center user roles and can log in to
Unified Intelligence Center to access collections and run reports for their
run User Integration until you upload the license for Unified CCE.
five tasks in the initial setup for Unified CCE User Integration. Some are
performed in the Administration interface. Some are performed in the Reporting
interface. As the System Application User has access to both interfaces, it is
efficient for that user to set up Unified CCE User Integration.
The tasks are to:
Enable Unified CCE User
Integration in the Administration interface.
Complete the configuration
of the Unified CCE Historical Data Source in the Reporting Interface.
Synchronize Users in the
Validate Collections of
Agents and Agent Teams in the Reporting Interface.
Set up a synchronization
schedule in the Administration Interface.
Results of Unified
CCE User Integration:
Integrated Supervisors can
sign in to Unified Intelligence Center Reporting (provided their Active
Directory authentication is configured).
Integrated Supervisors are
added to the Unified Intelligence Center Reporting User List with the roles of
Report Designer and Dashboard Designer.
The Unified Intelligence
Center Value Lists page is updated with
Integrated Supervisors can
Teams collections (Unified IC
Reporting > Value Lists drawer).
Integrated Supervisors are
granted permissions only to the
Teams collections that they own.
configure the Unified CCE User Integration schedule, Unified Intelligence
Center updates with every synchronization the changes to supervisors and their
Enable Unified CCE User Integration
Users who you configure as agent supervisors in Unified CCE Configuration manager and save in the Unified ICM database can be integrated into Unified Intelligence Center.
To enable Unified CCE user integration:
From the Administration application, click Cluster Configuration > UCCE User Integration.
Enable UCCE User Integration.
Optionally, set the schedule for time of day and days of the week
when you want to user integration. (You can return to this page and set the
schedule later, after you configure the Unified CCE Historical Data Source.)
Do not click Synchronize Now. (You must first configure the
Unified CCE Historical data source.)
What to Do Next
Set up security for remote database.
Set Up User Roles, Permissions, and Groups
Unified Intelligence Center users who correspond to Unified CCE supervisors are created by Unified CCE User Integration and have the Report Designer and Dashboard Designer roles.
When you implement the Unified CCE User Integration feature, the Unified Intelligence Center Value List page is updated with collection values for Agent and Agent Teams value lists.
When you use the Unified CCE User Synchronization feature, the Agent and Agent Team Value Lists are populated with collections for all agents and agent teams that were imported for all Unified ICM supervisors
All Collections Panel
All Collections panel displays when you select a
Value List and click
Doing this extends the Value List page so that it displays any All
Collections for that Value List. The collections are presented in two
panels: Collection Name and Collection Type.
Collections imported by Unified CCE User Integration are called System collections. You cannot delete or modify these collections as they are pulled from Unified ICM configuration data.
Actions for Collections
Create—click this to open the Create/Edit
Edit—select a collection name and click
this to open the Create/Edit Collection Page. This button is disabled for System collections
imported by Unified CCE User Integration.
Delete—select a collection and click this to confirm the deletion. If you delete a
Collection, it does not appear as a filtering option for a report. This button is disabled
for System collections imported by UCCE User Integration.
Populate Values—This button is enabled only
for Collections of Type Identifier and Wildcard. This button is disabled for System
collections imported by Unified CCE User Integration.
Show Values—select a collection and click
this to see all the values in that collection; for example, to see all
agents in an Agent Team collection.
Collections from Unified CCE User Integration
If you implement Unified CCE User Integration, the stock Agent and
Agent Teams Value Lists are updated with collections of agents and agent teams
that are automatically created from the synchronization.
The collections that are imported from the synchronization are
system collections and do not affect any
custom collections you might have created for the Agent or Agent
Teams Value Lists.
Supervisors who are imported with Unified CCE User Integration become Unified Intelligence Center Dashboard Designer and Report Designer Users. As Report Designer Users, they
have execute access for the Value List drawer and for the Agent and Agent Team collections for which they are
All imported Supervisors have execute permission for
all Value Lists. However, for the imported team collections
under the Agents and Agent Teams Value Lists, only the Supervisors for
those teams have execute permission to those Collections.
system collections for Agent and Agent Team that are created by
Unified CCE User Integration are distinguished from the
custom Agent and Agent Team collections in that you cannot edit,
delete, or modify the system collections.
User List Page
The first time the Super User administrator who installed the system opens this page, the list is populated with his or her name and with the names of all Supervisors who integrated from Unified CCE (if the initial User Integration has been run).
Unified CCE User Integration is configured and scheduled in the Unified Intelligence Center Operations Console (Cluster Configuration > ICM User Integration). It is documented in the online help for the Operations Console.