Preface

Change History

Changes

Section

Date

Initial Release of Document for Release 12.6(1)

May, 2021

About This Guide

This guide describes how to install, configure, and use the Cisco Contact Center Gateway feature. The Contact Center Gateway enables Cisco Unified Contact Center Enterprise (Unified CCE) to appear as an ACD (Automatic Call Distributor) to Cisco Unified Intelligent Contact Management in a Parent/Child deployment.

Audience

This guide is intended for users who deploy and administer contact centers that use the Cisco Contact Center Gateway software.

Organization of This Guide

Section

Content

Cisco Contact Center Gateway

Introduces the Contact Center Gateway and discusses its use in Parent/Child deployments.

Cisco Contact Center Gateway Deployment Example

Presents an example deployment that uses the Contact Center Gateway with a walk-through of the deployment process.

Contact Center Gateway with Unified CCE Deployment

Provides instructions for deploying the Contact Center Gateway with a child Unified CCE system.

Related Documents

Document or resource

Link

Cisco Unified Contact Center Enterprise Documentation Guide

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html

Cisco Unified Contact Center Enterprise Installation and Upgrade Guide

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html

Configuration Guide for Cisco Unified Intelligent Contact Management/Contact Center Enterprise

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html

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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.