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 12.6(2)

April, 2023

None

About This Guide

This guide describes how to use configuration tools to configure and maintain the system database. For instructions on how to create and manage scripts, see the Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise. For specific information on an automatic call distribution (ACD) or network interface card (NIC), refer to the appropriate Cisco Unified ICM/Contact Center Enterprise ACD or NIC supplement documentation or ask your customer representative for that documentation.

Audience

This guide is intended for Unified ICM/Contact Center Enterprise system administrators. A system administrator must have a general understanding of call center operations and management and specific information about the call centers and carrier networks connected to Unified ICM/Contact Center Enterprise software.

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Field Notice

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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.