Preface

Change History

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

Change

See

Date

Initial Release of Document for Release 12.0(1)

January, 2019

Added a note for Unified CM-based silent monitoring not supported on secondary lines.

Single-line Versus Multi-Line Behavior.
Updated documentation for new interface for CCE Admin tool. Also added new deployment types and updated Precision Queue Reports. Web Based CCE Administration: Updated navigation details and relevant information for new CCE Admin Tool.

Deployment Type: Added new deployment types.

Precision Queue Reports: Updated information in Precision Queue Reports.

Added the Add Users to Local Security Group topic to UCCE Enterprise Agents chapter.

Added Business Hours configuration.

Web Based CCE Administration

About This Guide

The Administration Guide for Cisco Unified Contact Center Enterprise describes database administration, event management, support services, and the system software’s fault tolerant architecture.

Audience

This guide is intended for managers and administrators who administer components of the Unified Contact Center Enterprise (Unified CCE) solution for voice and multichannel contact centers.

Related Documents

Subject Link

Related documentation includes the documentation sets for Cisco Unified Contact Center Management Portal, Cisco Unified Customer Voice Portal (Unified CVP), Cisco Unified IP IVR, and Cisco Unified Intelligence Center

To see all related documentation sets, go to http://www.cisco.com and select Support. Select Customer Collaboration, Browse All Customer Collaboration Categories, and then select Contact Center.
Troubleshooting

For troubleshooting tips for these Cisco Unified Contact Center products, go to http://docwiki.cisco.com/wiki/Category:Troubleshooting, then click the product or option you are interested in.

Cisco Unified Communications Manager documentation set Go to http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/tsd-products-support-general-information.html

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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:

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  • 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.