Preface

Change History

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

Change

See

Date

Updated a condition about post call survey initiation.

Post Call Survey> Post Call Survey Design Impacts

December, 2024

Added a new chapter Reverse-Proxy Configuration

Appendix

 May, 2022

Added information about reverse-proxy deployments that use L7 intermediaries

Mobile Agent>VPN-less Access to Finesse Desktop>Supported Reverse-Proxy Deployment Models>Authentication>AuthenticateWebSocket Connections

Added a new CLI to to view the content of the proxy map file

Mobile Agent>VPN-less Access to Finesse Desktop>VPN-less Finesse Configurations>Add Proxy IP by Using CLI

Added a new section Performance

Mobile Agent>VPN-less Access to Finesse Desktop

Added a note related to IdP

Mobile Agent>VPN-Less Access to Finesse Desktop>Supported Reverse-Proxy Deployment Models>Authentication>SSO

December, 2021

Updated IdP related information and the Hostname Mapping Example figure

Mobile Agent>VPN-Less Access to Finesse Desktop>VPN-less Finesse Configurations>Populate Network Translation Data

New section Configure Reverse-Proxy Host Verification has been added

Mobile Agent>VPN-Less Access to Finesse Desktop>VPN-less Finesse Configurations>

New section Historical and Real Time Gadgets has been added

Mobile Agent>VPN-Less Access to Finesse Desktop

November, 2021

New section VPN-Less Access to Finesse Desktop has been added

Mobile Agent

Initial Release of Document for Release 12.6(1)

May, 2021

Edge Chromium (Microsoft Edge) updates

Browser Settings and Single Sign-On

New chapter has been added

Agent Answers

New chapter has been added

Call Transcription

Customer Virtual Assistant has been renamed Virtual Agent–Voice and additional information has been added

Virtual Agent–Voice

About This Guide

This guide explains features you can use in conjunction with Cisco Unified Contact Center Enterprise. For each feature, there is a description, procedures for initial setup, and details on the functionality the feature provides.

Audience

This guide is prepared for Contact Center administrators who configure and run the contact center, manage agents, and address operational issues.

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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.

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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.