Web Based CCE Administration

Unified CCE Web Administration

The Configuration Manager enables you to perform most of the Unified CCE administrative tasks. The gadgets in the Unified CCE Web Administration application enables you to manage other Unified CCE administrative tasks and system settings.


Note

  • For more information on each gadget, please see the online help available in the CCE Web Administration page.

  • Users are logged out of the Unified CCE Administration console automatically after 30 minutes of inactivity.

Access Unified CCE Administrative Gadgets

To manage agents, attributes, precision queues, bucket intervals, media routing domains, and bulk jobs, use the Manage menucorresponding card in the Unified CCE Web Administration application. For example, to manage Agents:

Procedure

Step 1

From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools.

Step 2

Double-click the CCE Web Administration link.

Step 3

Select Manage > Agents.

Access Unified CCE System Management Gadgets

To configure system settings such as deployment type, system information, and Single Sign-On(SSO), use the System menu in the Unified CCE Web Administration application. For example, to configure Context Service:

Procedure

Step 1

From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools.

Step 2

Double-click the CCE Web Administration link.

Step 3

Select System > Context Service.

Contact Center AI Configuration

In the Unified CCE Administration console, the Contact Center AI feature tab allows administrators to view the Default Configuration (created or configured in the Cisco Webex Control Hub at https://admin.webex.com/) with all the call types (default configuration). Upon associating a configuration with a specific call type, the default configuration (if any) gets overridden for the specific call type.


Note

To access this feature, Cloud Connect must be added to the inventory in the Unified CCE Administration console. For more information, see the Initial Configuration for Cloud Connect section in the Administration Guide for Cisco Unified Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-maintenance-guides-list.html.

Associate Contact Center AI Configuration with All Call Types

You can view and sync the Contact Center AI configuration which is associated with all call types.

View Contact Center AI Configuration

In the Unified CCE Administration, navigate to Overview > Features > Contact Center AI. The Contact Center AI Configuration displays the Default Configuration.

The default CCAI configuration for AI services as configured in the Control Hub is displayed. It also displays whether the configuration is in sync or out of sync as per the changes in Control Hub.

Update Contact Center AI Configuration
This procedure explains how to update the Contact Center AI configuration associated with all call types.

Note

Only one configuration can be associated globally with all call types.
Procedure

Step 1

In the Unified CCE Administration, navigate to Overview > Features > Contact Center AI.

Step 2

In the Contact Center AI Configuration search box, click the search icon. A pop-up window displays a list of Contact Center AI configurations.

Step 3

Select the required configuration and click Save.

Sync Contact Center AI Global Configuration

This procedure explains how to sync the Contact Center AI configuration. Upon sync, the latest configuration is fetched from the Control Hub.

Procedure

Step 1

In the Unified CCE Administration, navigate to Overview > Features > Contact Center AI.

Step 2

In the Contact Center AI Configuration, the Sync button is located on the right side of the screen. Click the Sync button to view the sync status.

This sync button displays the latest AI configuration and updates the last synced time.

Associate Contact Center AI Configuration with a Call Type

You can view, update, or delete the Contact Center AI configuration associated with a specific call type.

View Contact Center AI Configuration

In the Unified CCE Administration, navigate to Overview > Call Settings > Route Settings > Call Type. The Contact Center AI Configuration search box displays the name of the Contact Center AI configuration that was previously associated with the call type.

Update Contact Center AI Configuration

This procedure explains how to update the Contact Center AI configuration associated with a call type.


Note

Only one configuration can be associated with a call type.
Procedure

Step 1

In the Unified CCE Administration, navigate to Overview > Call Settings > Route Settings.

Step 2

Click the Contact Center AI tab.

Step 3

In the Contact Center AI Configuration search box, click the search icon. A pop-up window displays a list of Contact Center AI configurations.

Step 4

Select the required configuration and click Save.

Reset Contact Center AI Configuration

This procedure explains how to reset the Contact Center AI configuration. Upon reset, the previously associated configuration with the call type is cleared from the search box and the call type is associated to the default configuration.

Procedure

Step 1

In the Unified CCE Administration, navigate to Overview > Call Settings > Route Settings.

Step 2

Click the Call Type tab.

Step 3

In the Contact Center AI Configuration search box, next to the configuration name, click the x icon.

Step 4

Click Save.

Manage digital channels


Note

To access this feature, ensure that you add Cloud Connect to the inventory in the Unified CCE Administration portal and register it. You must also provision the digital channels feature for your organization. For instructions, see Provision Webex Connect digital services for your organization.

As an administrator, perform the following configurations in the Unified CCE Administration portal to manage digital channel capabilities for your customers to reach business:

Set up Media Channels

MRDs are used to map agents' skill group with the media channels, based on which the agents are assigned a task. You can map multiple media channels to the same MRD. For example, you can map SMS and Chat channels to the same MRD. For more information on MRDs, see the Media Routing Domains section in the Configuration Guide for Cisco Unified ICM Enterprise.

Media type is a broad category of media channels and it is different from the media class or MRD in CCE.

Webex Connect offers support for the pre-provisioned system defined media channels. You can add a custom media channel if one of the many media channels that Webex Connect supports in the future has to be allowed in the CCE system. If not, you can skip adding a Media Channel.


Note
System-defined media channels cannot be deleted.

The Digital Routing service has internal sub-limits and different maximum queue time parameters that it applies for tasks of a certain Media Type as defined by the Queue Settings. The media types are Chat, Email, Telephony (Voice Callback), and Social.

Queue Settings for media channels is used to configure the maximum queue limit and maximum queue time for each media type, individually. For more information on configuring queue settings for media channels, see Queue Settings.

To set up media channels:

Procedure

Step 1

In the Unified CCE Administration portal, navigate to Overview > Digital Channels > Digital Channel Settings > Media Channel. The list of existing media channels is displayed in a grid. This is the default page.

Step 2

Click New. On the New Media Channel page, do the following:

  1. In the Name field, type the name of the media channel.

  2. From the Media Type drop-down list, select the required media type.

  3. In the Media Routing Domain field, search and select the MRD that you want to map to the media channel.

Step 3

Click Save. The channel is added to the list on the Digital Channel Settings page.

When you have created a media channel, you can modify only the Media Routing Domain field. If you want to modify any other fields, you must delete the media channel and create afresh. To delete a media channel, hover over the media channel and click the X icon.

Configure queue settings

The Digital Routing service maintains a queue for all the incoming tasks. The service accommodates up to a maximum of 100,000 tasks in the queue at any given point in time. Out of these 100,000 tasks, you can configure the maximum number of tasks that can be queued for each media type in the Digital Routing service. The following are the default values in percentage for each media channel:

Media type

Queue setting in %

Description

Email

50%

50,000 tasks can be queued for Email.

Social

40%

40,000 tasks can be queued for SMS.

Voice callback

5%

5,000 tasks can be queued for Voice callbacks.

Chat

5%

5,000 tasks can be queued for live chat.

You can also define the maximum duration for which a task remains in the queue for each media type.

The following are the scenarios in which the Digital Routing service rejects the tasks and sends them back to Webex Connect:

  • The number of tasks exceeds the maximum value that is configured for the media channel. For example, consider that the Digital Routing service queue has 50,000 email tasks, which is the maximum queue setting defined for the Email media channel. If Webex Connect further injects email tasks, the Digital Routing service rejects the incoming tasks and sends them back to Webex Connect with an error code of 20286 (MEDIA_TYPE_QUEUE_LIMIT_EXCEEDED). For example, a flow developer can decide to provide appropriate messaging to the end customer and invoke other backend systems to denote queue capacity issues.

  • Task exceeds the maximum duration that is defined for the media channel. The Create Task node is successful. There is a Closed webhook event triggered when the task gets autoclosed after exceeding the maximum time in the queue, with a specific disposition code set to CD_MAX_DIALOG_LIFETIME_EXCEEDED.

The flow debug logs show the error code returned by the Create Task node API call. For more information about the Create Task node, see Create Task.


Note

The Digital Routing Service doesn't use the Maximum Queue Time from the MRD to decide if a task should be dropped from the queue. Instead, it only considers the Queue Settings for the media type configured in the Unified CCE Administration portal as described below. To avoid premature drops, make sure the Max Queue Time configured in the MRD is more than the queue time configured in the Unified CCE Administration portal.

To configure the queue settings for the media channels:

Procedure

Step 1

In the Unified CCE Administration portal, navigate to Overview > Digital Channels> Digital Channel Settings > Media Channel.

Step 2

Click Queue Settings.

Step 3

Enter the required values in percentage for each media channel.

Note

 

Make sure that the sum of the percentage values configured for all the media channels is 100.

Step 4

Define the duration in days, hours, and minutes for each media channel. This is the maximum duration for which a task that belongs to the specific media channel remains in the queue after which it gets timed out.

Media Channel

Default Duration

Email

3 days

Social Media

3 days

Voice callback

2 hours

Chat

2 hours

Step 5

Click Save.

Configure User Sync

To synchronize the CCE agents who are configured for digital channel interactions with Webex Connect:

Procedure

Step 1

In the Unified CCE Administration portal, navigate to Overview > Digital Channels> Digital Channel Settings > User Sync.

Note

 

The DataConn service is active only on the publisher node of Cloud Connect. Ensure that the publisher node is accessible for you to view the User Sync page.

Step 2

In the Network Entry Point field, enter the hostname or FQDN of the load balancer or the reverse proxy server based on your deployment. It is through this network entry point that the Webex Engage sends the response request to the DataConn service for agent synchronization.

Step 3

In the AW Database Details area, complete the following fields to configure the DataConn service for the Primary and the Secondary Server:

  1. In the AW Datasource Host field, enter the IP address or the host name of the AW server that has the agent configurations.

  2. In the Port field, enter the SQL port number of the AW database server.

  3. In the Database Name field, enter the name of the AW database server.

  4. In the Database User ID and Password fields, enter the user ID and password of the SQL user account that you created for digital channels. For more information see the Configure SQL user account for digital channels section in the Cisco Unified Contact Center Enterprise Features Guide.

Step 4

Click Test Connection to make sure that the DataConn service can read the data from the AW Primary server.

Step 5

Switch on the Enable Failover toggle button to enable the failover to the Secondary AW server.

Step 6

To synchronize agents, choose one of the following options:

  1. Enable the Enable Sync toggle button to automatically synchronize agents in an interval of 30 minutes.

  2. Click Sync Now to manually synchronize the agents. This option is available only when the Current Sync Status field appears as Scheduled.

Note

 

If you recreate your AW Database to fix any errors, ensure that you disable User Sync before starting with the recreation process. Enable the User Sync only after the AW Database is created and synchronized with the central controller database.

Step 7

In the Last sync field, view the date, time and status of the previous synchronization.

Step 8

In the Agents Sync Details field, view the number of agents that are synchronized successfully. The number of agents appears as a clickable link. Click the link to view the list of agent records that have failed to synchronize and the list of agent records that are pending for synchronization. You can choose to refresh the agent records at any given point in time.

Step 9

In the Current Sync Status field, you can view one of the following statuses:

  1. No sync is in progress or scheduled—This status appears when the Enable Sync toggle button is off.

  2. Scheduled—This status appears when the Enable Sync toggle button is on.

  3. In Progress—This status appears when the scheduled sync or manual sync is in progress.

  4. Manual Sync Failed —This status appears when the manual sync has failed.

  5. Unknown—When sync status is not available.

Step 10

Click Save.

Define ECC variables

The Expanded Call Context (ECC) variables are data that are embedded within the call and are visible to the agent on the Agent Desktop. ECC variables are passed back and forth in ECC payloads. ECC variables assist the agent with relevant information without the customer having to repeat the same information.

To define the ECC variables:

Procedure

Step 1

In the Unified CCE Administration portal, navigate to Overview > Digital Channels > Digital Channel Settings > ECC Variable.

Step 2

On the ECC Variable page, click the plus icon (+). The Add ECC Variable page appears with existing variables Name and Enabled details. It excludes the built-in variables.

Step 3

Select the required variable. The ECC Variable page displays the newly added ECC variable.

Step 4

Click Save.

Integrate Cloud Connect with Webex Connect

You can integrate Cloud Connect with Webex Connect using the Open Authorization v2.0 (OAuth v2.0) standard. You must configure Webex Connect client ID and client secret in the Digital Routing service for the service to gain access to Webex Connect using the access token. This set of client credentials uniquely identifies the Cloud Connect and its permissions to access Webex Connect.


Note

The Cloud Connect Management service is active only on the publisher node of Cloud Connect.

To configure client credentials for OAuth v2.0 access token:

Procedure

Step 1

In the Unified CCE Administration portal, navigate to Overview > Digital Channels > Digital Channel Settings > Integration.

Step 2

On the OAuth2 Authentication Details page, perform the following steps.

  1. In the Name field, enter a name for the Cloud Connect integration. This field is editable.

  2. In the Description field, enter a description of what the client application does.

  3. In the Client Id and Client Secret fields, enter the client id and secret key that you can retrieve from the Webex Connect portal (navigate to Assets > Integrations > CCE pre-built integrations > Actions > Manage).

  4. In the field, enter the password that is provided to you at the time of registration. This is the secret key that was used for generating the token.

  5. Enter the access token URL that corresponds to the location of your Webex Connect tenant in the Token Request URL field.

    For the list of access token URLs for various geographic regions, see the Event Authorization topic in the Webex Connect Platform documentation.

    To find in which region your Webex Connect tenant is hosted, see the Tenant Domain column in the Know Your API Endpoints section in the Webex Connect Platform documentation.

  6. From the Method drop-down list, select the POST method for Webex Connect integration.

  7. From the Content Type drop-down list, select a media content type. This determines the response format. The available options are application/json, application/xml, and application/x-www-form-urlencoded. For Webex Connect integration, select application/x-www-form-urlencoded.

  8. In the Access Token JSON path, enter the path in the JSON response to fetch the value of the access token. For the Webex Connect integration, enter access_token.

  9. (Optional) In the Header List section, click + icon to add a header name and value and click Add. The header name and value are used to pass any additional information that Webex Connect may require for Cloud Connect integration.

Step 3

Click Save to save the OAuth2 authentication details.

Step 4

Go to the Webhook tab to register the Webhook URL in the Digital Routing service. To fetch the Webhook URL:

  1. In the Webex Connect portal, navigate to Assets > Integrations.

  2. In the CCE pre-built integrations row, from the Actions column, select Manage. The Manage Integration - Prebuilt Integration page appears.

  3. In the Inbound Events section, copy the Webhook URL.

Step 5

Paste the URL in the Webhook URL field in the Unified CCE Administration portal (Overview > Digital Channels > Digital Channel Settings > Integration > Webhook).

Manage connection between Cloud Connect and MR PG

To customize the connection parameters between Cloud Connect and Media Routing Peripheral Gateway (MR PG):

Procedure

Step 1

In the Unified CCE Administration portal, navigate to Overview > Digital Channels > Digital Channel Settings > Advanced Settings.

Step 2

The Port is a display-only field and the default value is 38001. It is through this port that Cloud Connect and MR PG communicates with each other.

Step 3

The Secured toggle switch is turned on by default. It is to establish a secured connection between Cloud Connect and MR PG. You can turn-off this toggle switch to disable the secure connection.

Step 4

Click Save.

Contact Center AI Services

Administrators and supervisors can enable or disable Contact Center AI services such as Agent Answers and Call Transcript for each agent or multiple agents together.

Enable or Disable Contact Center AI Services for an Agent

This procedure explains how to enable or disable Contact Center AI Services for an agent.
Procedure

Step 1

In Unified CCE Administration, choose Users > Agents.

Step 2

Click on the agent row whose services are to be modified.

Step 3

Click the Contact Center AI tab.

Step 4

Click Save.

Enable or Disable Contact Center AI Services for Multiple Agents

Administrators and supervisors can enable or disable Contact Center AI Services for multiple agents.

All agents must belong to the same site and the same department, or all agents must be global agents. The Edit button is disabled if:

  • Agents from different sites, departments, or peripheral sets are selected.

  • A mix of global and departmental agents are selected.

Procedure

Step 1

In Unified CCE Administration, choose Users > Agents.

Step 2

Check the check box corresponding to each agent whose services you want to edit.

Step 3

Click Edit > Contact Center AI.

The Edit Services dialog displaysenabled or disabled.

  • If the service is enabled for all the agents selected for editing, the check box is checked.

  • If the service is disabled for all the agents selected for editing, the check box is unchecked.

  • If the service is enabled for some agents and disabled for the others, the check box has a dash (—).

Step 4

Click Save, and then click Yes to confirm the changes.

Enable or Disable Contact Center AI Services for Agents using Bulk Job

Administrators can enable or disable Contact Center AI Services for multiple agents using bulk job.
Procedure

Step 1

Navigate to Unified CCE Administration > Overview > Bulk Import.

Step 2

Click Templates.

The Download Templates popup window opens.

Step 3

Click the Download icon for the Contact Center AI template you want to use.

Step 4

Click OK to close the Download Templates popup window.

Step 5

Open the .csv template in Microsoft Excel.

Step 6

Populate the file as described in the Bulk Contact Center AI Services Content File.

Step 7

Save the populated file to the local machine.

Step 8

Navigate to Unified CCE Administration > Overview > Bulk Import.

Step 9

Click New.

Step 10

In the optional Description field, enter up to 255 characters to describe the bulk job.

Step 11

In the Content file field, choose the file to upload, and then click Save.

Managing Agents

The Agents tool in Unified CCE Administration contains a list of agents. These agents are created in Agent Explorer under Configuration Manager.

Rows in the list show the following fields for each agent:

  • Username

  • Peripheral

  • Last Name

  • First Name

  • Description

The username maps to the login name in Agent Explorer.

You can search and sort this list, and you can click the row for an agent to open the Edit Agent window. You can only edit an agent's attribute settings.

You cannot create or delete agents in this tool. You must create or delete agents in the Configuration Manager Agent Explorer tool.


Note

Ensure that Agent ID (Peripheral number) and agent Login name is unique for each user.

Search for Agents

The Search field in the Agents tool offers an advanced and flexible search.

Click the + icon at the far right of the Search field to open a popup window, where you can:

  • Select to search for agents only, supervisors only, or both.

  • Enter a username, agent ID, first or last name, or description to search for that string.

  • Enter one or more team names separated by spaces. (Team is an OR search--the agent or supervisor must be a member of one of the teams.)

  • Enter one or more attribute names separated by spaces. (Attributes is an AND search--the agent or supervisor must have all attributes.)

  • Enter one or more skill group names separated by spaces. (Skill Groups is an AND search.)

Edit Attributes for Multiple Agents

In UCCE deployment using the agent tool, you can edit attributes for multiple agents at once.

Note

Use the Search field to find the agents whose attributes you want to edit. For example, you could find agents belonging to a particular team, or skill group, or with certain attributes(See Search for Agents.

Procedure

Step 1

In Unified CCE Administration, choose Users > Agents.

Step 2

Check the check box for each agent whose attribute you want to edit.

To select all agents in a list, check the select/deselect all check box in the list header. (The check box is enabled for select all only when the number of agents in the list is less than or equal to 50. )

The total number of selected agents appears above the agent list. To uncheck all agents, click the select/deselect all check box. (The check box is enabled for deselect all when you check one or more agents in the list, regardless of the number of agents in the list.)

Step 3

Click Edit > Attribute.

The # of Selected Agents column indicates how many of the selected agents currently belong to each attribute.

Step 4

In the Action column, click the x icon for each attribute from which you want to remove the selected agents.

Note

 

If all selected agents belong to an attribute, the x icon along with the dropdown appears for that attribute. If none of the selected agents belong to an attribute, only the dropdown appears for that attribute.

The total number of attributes that you are adding and removing appears at the bottom of the dialog.

Step 5

To undo an attribute change, click the Undo Update icon in the Action column for that attribute.

Step 6

Click Save, and then click Yes to confirm the changes.

Attributes

Attributes identify a call routing requirement, such as language, location, or agent expertise.

You can create two types of attributes:

  • Boolean

  • Proficiency

Use Boolean attributes to identify an agent attribute value as true or false.

For example, you can create a Boston attribute. This attribute specifies that the agent assigned to this attribute must be located in Boston. An agent in Boston would have Boston as True as the term for that attribute.

Use Proficiency attributes to establish a level of expertise in a range from 1 to 10 , with 10 being the highest level of expertise.

For example, for a Spanish language attribute, an original speaker would have the attribute Proficiency as 10. When you create a precision queue, you identify which attributes are part of that queue and then implement the queue in a script.

When you assign a new attribute to an agent and the attribute value matches the precision queue criteria, the agent is automatically associated with the precision queue.


Note

Attributes is a prerequisite for Precision Queue.

Precision Queues

Precision routing offers a multidimensional alternative to skill group routing. Using the Unified CCE scripting, you can dynamically map the precision queues to direct a call to the agent who best matches the caller's precise needs. Precision queues are the key components of precision routing.

Managing Bucket Intervals

Configure bucket intervals to report on how many calls are handled or abandoned during specific, incremental time slots.

Each bucket interval has a maximum of nine configurable time slots, called Upper Bounds. Upper Bounds are ranges measured in seconds to segment and capture call-handling activity. You can run reports that show calls answered and calls abandoned for these intervals.

If your goal is to have calls handled within 1 minute, you might set up Upper Bounds for intervals that show how many calls are handled in less than or more than 1 minute. Intervals might be for 30, 60, 80,120, 150, 180, and 240 seconds. Using these intervals, you can see if calls are being answered within 1 minute or if callers are waiting longer.

The intervals also give you insight into how long callers are willing to wait before cancelling a call. Perhaps many callers do not abandon a call until they have waited for two minutes. This might indicate that you can modify your goal.

You can associate bucket intervals with call types, skill groups, and precision queues. The system automatically creates a built-in bucket interval, which you cannot edit or delete.

Media Routing Domains

Media Routing Domains (MRDs) organize how requests for each communication medium, such as voice and email, are routed to agents.

An agent can handle requests from multiple MRDs.

For example, an agent can belong to a skill group in an MRD for email and to a skill group in an MRD for voice calls. Configure at least one MRD for each communication medium your system supports. You do not need to configure an MRD for voice; the Cisco_Voice MRD is built in. You can add and update only Multichannel MRDs using the Unified CCE Administration Media Routing Domain tool.


Note

To add or update Multichannel MRDs for Enterprise Chat and Email, use the Configuration Manager Media Routing Domain List tool.

utils system tls_ciphers config list

Run this command to view the list of ciphers that are available. In a high availability (HA) deployment, run this CLI command on any one of the nodes in the cluster.

Command syntax

utils system tls_ciphers config list

Requirements

Level privilege: 1

Command privilege level: 1

Allowed during upgrade: No

Example


admin:utils system tls_ciphers config list
 
TLS Cipher Configuration:

+----------------------+--------------------------------------------------+
| APR Cipher           | ALL:+HIGH:!ADH:!AECDH:!EXP:!PSK:!SRP:!LOW:!RC2     |
|                      | !3DES:!SEED:!RC4:!SSLv2:!IDEA:!CAMELLIA            |
|                      | !AES256-SHA:!ECDHE-RSA-AES256-SHA                  |
|                      | !DHE-RSA-AES256-SHA:!AES256-GCM-SHA384             |
|                      | !AES128-GCM-SHA256:!DHE-DSS-AES256-SHA:!AES128-SHA |
|                      | !RSA:!ARIA:!ECDHE-ECDSA-AES128-CCM                 |
|                      | !ECDHE-ECDSA-AES256-CCM:!ECDHE-ECDSA-AES128-CCM8   |
|                      | !ECDHE-ECDSA-AES256-CCM8                           |
|                      | !ECDHE-ECDSA-AES256-SHA384                         |
|                      | !ECDHE-ECDSA-AES128-SHA256:!ECDHE-ECDSA-AES256-SHA |
|                      | !ECDHE-ECDSA-AES128-SHA:!ECDHE-RSA-AES256-SHA384   |
|                      | !ECDHE-RSA-AES128-SHA256:!ECDHE-RSA-AES128-SHA     |
|                      | +ECDHE-RSA-CHACHA20-POLY1305                       |
|                      | +ECDHE-ECDSA-CHACHA20-POLY1305                     |
|                      | +ECDHE-RSA-AES128-GCM-SHA256                       |
|                      | +ECDHE-ECDSA-AES128-GCM-SHA256                     |
|                      | +ECDHE-RSA-AES256-GCM-SHA384                       |
|                      | +ECDHE-ECDSA-AES256-GCM-SHA384                     |
|                      | +DHE-RSA-AES128-GCM-SHA256                         |
|                      | +DHE-RSA-AES256-GCM-SHA384                         |
+----------------------+--------------------------------------------------+
+----------------------+--------------------------------------------------+
| JSSE RSA Cipher      | TLS_ECDHE_RSA_WITH_AES_128_GCM_SHA256              |
|                      | TLS_ECDHE_RSA_WITH_CHACHA20_POLY1305_SHA256        |
|                      | TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384              |
|                      | TLS_DHE_RSA_WITH_AES_128_GCM_SHA256                |
|                      | TLS_DHE_RSA_WITH_AES_256_GCM_SHA384                |
+----------------------+--------------------------------------------------+
+----------------------+--------------------------------------------------+
| JSSE ECDSA Cipher    | TLS_ECDHE_ECDSA_WITH_AES_128_GCM_SHA256            |
|                      | TLS_ECDHE_ECDSA_WITH_CHACHA20_POLY1305_SHA256      |
|                      | TLS_ECDHE_ECDSA_WITH_AES_256_GCM_SHA384            |
+----------------------+--------------------------------------------------+

Manage Bulk Jobs

Bulk jobs are a fast and efficient way to migrate existing agent and supervisor to single sign-on accounts.


Note

Do not run bulk jobs during heavy call load.


Note

Supervisors have no access to the Bulk Jobs tool.

Bulk Contact Center AI Services Content File

The content file for Contact Center AI bulk job contains the fields given in the following table. Enter the values appropriately in the given fields to enable or disable Contact Center AI Services for the agents.


Note
Bulk job is available for administrators only when Cloud Connect is added in the inventory and registered on the Control Hub.

Field

Required?

Description

agentId

Agent ID or Username

Existing agentId for which you want to enable or disable the Contact Center AI Services.

You must provide either an agentId or the userName. If both are provided, agentId takes precedence over the userName. If the agentId value is left blank, the userName will reference an existing agent.

userName

Username or Agent ID

Username of the agent for which you want to enable or disable the Contact Center AI Services.

If no agent is found with the given username, the Contact Center AI Services association fails.

agentServices

Yes (to enable Contact Center AI Services)

The type of Contact Center AI Services to be associated with the agent. Supported values are AgentAnswers and Transcript. To associate more than one services, seperate the values using semicolon (;).

If the value is updated, any existing enabled service gets overwritten. If the value is left empty, no service gets associated with the agent.

Deployment Type

The deployment type you select, significantly impacts the call processing capacity, configuration limits, and access to features and configuration tools. The configuration steps vary for every deployment type.

You can select any one of the following deployment types:

  • Packaged CCE Deployment types:

    • Packaged CCE: Lab Mode

    • Packaged CCE:2000 Agents

    • Packaged CCE: 4000 Agents

    • Packaged CCE: 12000 Agents

  • Unified CCE deployment types:

    • UCCE: Progger (Lab Only)

    • ICM Rogger (Non-Reference Design)

    • ICM Router/Logger (Non-Reference Design)

    • UCCE: 2000 Agents

    • UCCE: 4000 Agents Rogger

    • UCCE: 12000 Agents Router/Logger

    • UCCE: 24000 Agents Router/Logger

    • Contact Director


Note

For information on using the gadget after you select a deployment type, see the Cisco Unified Contact Center Enterprise Developer Reference Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-programming-reference-guides-list.html and the online help.

Settings

The system can support a defined call capacity based on deployment model. Exceeding the supported rate of incoming calls degrades performance and can result in late calls, dropped calls, delivery of new incoming calls, the time out of requests, and potential system failures. (Call transfers are permitted.)

The System Information tool enforces limits to protect against overloading the system and establishes continuous monitoring of the incoming call rate according to the configured settings.

Single Sign-On (SSO)

The Single sign-on (SSO) is an authentication and authorization process. Authentication proves you are the user you say that you are, and authorization verifies that you are allowed to do what you are trying to do.

SSO allows users to sign in to one application and then securely access other authorized applications without a prompt to provide the user credentials once again. SSO permits Cisco supervisors or agents to sign on only once with a username and password to gain access to all of their Cisco browser-based applications and services within a single browser instance.

By using SSO, Cisco administrators can manage all users from a common user directory and enforce password policies for all users consistently.

SSO is an optional feature. If you are using SSO, use the Single Sign-On tool to configure the Cisco Identity Service (IdS). You can then register and test components with the IdS, and set the SSO mode on components.

Business Hours

Business hours are the working hours during which you conduct business. You can create and modify business hours and set weekly and daily schedules for each business hour. You can create different business hour schedules for regular working days and holidays. You can also open or close the business hours if there is an emergency.

You can define the status reasons for business hours and assign codes for each status reason. Status reason is required when you force open or force close a business hour, and when you add special hours and holidays.

Add and Maintain Business Hours

Procedure

Step 1

In Unified CCE Administration, choose Organization > Business Hours.

Step 2

On the Business Hours page, click New to open the New Business Hours page.

Step 3

Complete the following information on the General tab and click Save.

Field Required? Description

Status

-

Select one of the following statuses for the business hour:

  • Open/Closed as per Business Calendar

  • Force Open

  • Force Close

Status Reason

Yes, if the status is Force Open or Force Close.

This field is enabled only if the status is Force Open or Force Close. Search and select a status reason for the business hour.

Name

Yes

Enter a unique name for the business hour. Maximum length is 32 characters. Valid characters are alphanumeric, period (.), and underscore (_). The first character must be alphanumeric.

Description

No

Enter a description of the business hour.

Time Zone

Yes

Select a time zone of the business hour from the drop-down list.

Department

-

Search and select a department to associate with the business hour. Default is Global.

Note

 

This is applicable for Packaged CCE deployment only.

Step 4

Click the Regular Hours tab and complete the following information:

  • Select one of the following Business Hour Type:

    • 24x7: Always open. You cannot customize the working hours.

    • Custom: You can customize the working hours.

  • If you select Custom, enable at least one business day and select the Start Time and End Time.

Step 5

Click the Special Hours & Holiday tab. You can either add or import special hours and holidays.

Step 6

Click Add to open the Add Special Hours & Holiday popup window. Complete the following information:

Field Required? Description

Date

Yes

Select a date from the calendar.

Description

No

Enter a description for the special hour.

Status

-

Select a status.

If the status is Open, the Start Time and End Time fields are enabled.

Start Time

Yes, if status is Open.

Select a start time for the special hour.

End Time

Yes, if status is Open.

Select an end time for the special hour.

Duration

-

Displays the duration of the special hour.

Status Reason

Yes

Search and select a status reason.

Step 7

Click Save to add the special hours and holidays.

Step 8

To import special hours and holidays, follow these steps.

  1. Click Import to open the Import Special Hours and Holidays pop-up window.

  2. Click the download icon to download the Special Hours & Holidays template. Use this template to enter the special hours and holidays.

  3. Click Choose File and browse to the special hours and holidays file. ClickImport to upload the file.

    Note

     

    The file must contain at least one special hour and holiday.

    The file must be in CSV format with a file extension as .txt or .csv.

Step 9

Click Export to download the special hours and holidays in .csv format.

Step 10

Click Save.

Note

 

The imported business hours overwrites the existing ones.

Add Business Hours by Copying an Existing Business Hour Record

You can create a new Business Hour record by copying an existing Business Hour record.

Procedure

Step 1

In Unified CCE Administration, choose Organization > Business Hours.

Step 2

Click the Business Hour you want to copy, and then click the Copy button in the Edit <Business Hour> page.

The New Business Hour page opens.

Step 3

Enter Name and Description for the Business Hour.

Step 4

Review the rest of the fields on the General, Regular Hours, and Special Hours & Holiday tabs that were copied from the original Business Hour record, and make any necessary changes.

Step 5

Click Save to return to the List window.

Add Status Reasons

This procedure explains how to add and maintain status reasons for business hours.

Procedure

Step 1

In Unified CCE Administration, choose Organization > Business Hours > Status Reasons.

Step 2

Click Add to open the Add Status Reason popup window.

Step 3

Enter the Status Reason. Maximum length is 255 characters.

Step 4

Enter a unique Reason Code. Range is 1001 to 65535. Codes 1 to 1000 are reserved as system-defined reason codes.

Step 5

Click Save.

To add more status reasons, repeat steps from 2 to 5.

Step 6

Click Done to return to the List window.

Edit Status for Multiple Business Hours

Perform the following steps to edit the status of multiple business hours at once.

Procedure

Step 1

On the Business Hours page, select two or more business hours to edit.

Step 2

Choose Edit > Status to open the Edit Business Hours page.

Step 3

Check the Status check box and select the required status.

Step 4

If you select the status as Force Open or Force Close, search and select a Status Reason.

Step 5

Click Save.

Edit Schedule for Multiple Business Hours

Perform the following steps to edit schedules of multiple business hours at once.

Procedure

Step 1

On the Business Hours page, select two or more business hours to edit.

Step 2

Choose Edit > Schedule to open the Edit Business Hours page.

Step 3

Check the Time Zone check box and the select the required time zone from the drop-down list.

Step 4

Check the Type check box and select the required business hour type.

Step 5

If you select Custom, enable atleast one business day and select the Start Time and End Time.

Step 6

Click Save.

Configure Yearly Schedules

You can configure and maintain Business Hour schedules for the whole year.

Procedure

Step 1

Configure the regular working hours for weekdays.

Step 2

Configure Special Hours & Holidays schedules for whole year by doing the following:

  1. Add the Special Hours & Holidays details for all the special hours and holidays for the whole year into the CSV template file.

  2. On the Import Special Hours & Holidays page, click Choose File and browse to the special hours and holidays file.

  3. ClickImport to upload the file.

    After you import the configuration file, the BH configurations are loaded on the Business Hours page. Validate the configurations.

  4. Click Save.

Note

 

When you update the configured Business Hours, remove any elapsed schedules and then update the new schedules for any new special hours or holidays in a Business Hour configuration.

Cloud Connect Administration

Cloud Connect is a component that hosts services that allow customers to use cloud capabilities such as VAV, Agent Assist, Digital Channel, and CCE Orchestration.

Ciphers are used to encrypt data to protect sensitive information and enable secure communication over various networks. Strong ciphers are required to meet data protection regulations and industry standards. Ciphers are updated or replaced regularly to ensure that the networks are not exposed to attacks and malicious actions. Ciphers can be managed on both Windows and VOS systems. For more information about cipher management, see the Cipher Suite Management section in the Security Guide for Cisco Unified ICM/Contact Center Enterprise.

Cloud Connect Integration

To navigate to the Cloud Connect Integration page follow the steps:

Note

This procedure is not required for CCE orchestration.

Procedure

Step 1

In Unified CCE Administration, choose Overview > Features > Cloud Connect Integration.

Step 2

On Cloud Connect Integration page, registration information is displayed. To register or deregister click Cisco Webex.

Field

Required?

Description
Registration

Registration

-

Cloud Connect registration status of Control Hub will be displayed.

Cisco Webex

Cisco Webex

-

On Cloud Connect Integration, if you click the Cisco Webex link, you will be re-directed to Cisco Webex login page.

Cluster Information

Proxy Details

NO

Enter the proxy details used by the Cloud Connect and AW-HDS for hybrid integrations.

For example: abc.cisco.com:8080

Note

 

By default, HTTP uses the port 80, but you can specify a different port number in the proxy.

Deployment ID

-

Read-only field that displays the Deployment ID, an auto-generated identifier of the Unified CCE instance.

Deployment Name

NO

Enter a valid deployment name.

Initial Configuration for Cloud Connect

Before adding Cloud Connect to the inventory, you will have to install the certificates from both Cloud Connect publisher and subcriber.

For more information, see the section Certificates for CCE Web Administration at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html.

Procedure

In the Add Machine dialog box:

  1. Select Cloud Connect Publisher from the Type list.

  2. Enter Hostname or IP Address of the Cloud Connect Publisher Node.

  3. Enter Username and Password for your Cloud Connect cluster Administrator.

  4. Click Save.

Edit Cloud Connect Configuration

Procedure

Step 1

In the Unified CCE Administration, navigate to Overview > Infrastructure Settings, click Inventory.

Step 2

Click the Cloud Connector Publisher device to open the Edit window.

Note

 

If you edit the Cloud Connect Publisher, the Cloud Connect Subscriber associated with the publisher is updated automatically. You cannot edit Cloud Connect Subscriber from the Inventory page.

Step 3

Edit the Username and Password for your Cloud Connect cluster Administrator.

Step 4

Click Save.

Monitor Server Status Rules

In CCE deployments, the Unified CCE Administration page displays the total number of alerts for machines with validation rules. Click the alert count to view the list of all alerts for each machine. Upon clicking Alerts for the respective machine, you can view the details of the alerts grouped by the following categories:

Server Status Category Description Example Rules

Configuration

Rules for installation and configuration of a component.

These rules identify problems with mismatched configuration between components, missing services, and incorrectly configured services.

Cloud Connect: The status and alerts will appear only if the Cloud Connect is added to the Inventory.

Note

 

When the machine status is out of sync, every 10mins auto sync will be triggered to synchronize the machine configuration.

Operation

Rules for the runtime status of a component.

These rules identify services and processes that cannot be reached, are not running, or are not in the expected state.

Delete Cloud Connect Configuration

Procedure

Step 1

Navigate to Unified CCE Administration > Infrastructure Settings > Inventory.

Step 2

Hover over the Cloud Connect Publisher device and click the x icon.

Step 3

Click Yes to confirm the deletion.

Note

 

If you delete the Cloud Connect Publisher, the Cloud Connect Subscriber associated with the publisher is deleted automatically. You cannot delete Cloud Connect Subscriber from the Inventory page.

Delete Cloud Connect Subscriber

This section describes how to delete the Cloud Connect subscriber configuration. You cannot delete the publisher node; but you can delete the subscriber node.

Procedure

Step 1

Run the unset cloudconnect subscriber command.

The command removes the Cloud Connect subscriber node configuration from the cluster. For more information, see Cloud Connect CLI Command in the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html

Step 2

Power off the subscriber node.

Note

 

When a subscriber node is removed from a cluster, its certificates still exist in the publisher node. The administrator must manually remove the following:

  • The certificate of the subscriber node from the trust-store of the publisher node.

  • The certificates of the publisher from the trust-store of the removed subscriber node.

Step 3

Run the utils system restart command to restart the publisher node.