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Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release 11.5(1)

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

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Book Title

Cisco Packaged Contact Center Enterprise Administration and Configuration Guide Release 11.5(1)

Chapter Title

Preface

Results

Updated:
July 17, 2019

Chapter: Preface

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 11.5(1)

August 2016

Support for Task Routing for third-party multichannel applications

Determination of Call Type for a Task Routing Task

Default Call Types

Multichannel Routing

New Media Routing Domain tool in Unified CCE Administration.

Media Routing Domains

Precision Queues can now be associated with nonvoice Media Routing Domains

Add and Maintain Precision Queues

Support for single sign-on

Sign In

Single Sign-On Log Out

Manage Supervisors

Supervisor Access and Permissions

Add Supervisor Status to an Agent

Add and Maintain Agents

Roles updates to support feature changes in this release

Roles

System Inventory updates:

  • System Inventory layout has changed with the Rogger model and reduction from 2 to 1 Unified CVP Call Servers per side. Terminology changes throughout guide.

  • If the deployment uses single sign-on, you must associate any External AW-HDS-DDS machines with a default Cisco Identity Service.

  • Support for Enterprise Chat and Email on box.

  • Support for Cisco Virtualized Voice Browser off-box.

  • When you add SocialMiner as an External Machine in the System Inventory you are prompted for SocialMiner administration credentials. The system uses the credentials to enable and configure the CCE Configuration for Multichannel settings in SocialMiner Administration. These settings are necessary for Agent Request and Task Routing. The system also creates a default Task feed, campaign, and notification for Task Routing.

System Inventory for Packaged CCE Deployments

About This Guide

Unified CCE Administration is a set of web-based tools for creating, configuring, and maintaining objects, such as agents, teams, skill groups, and call types, that are used to operate contact centers. This guide explains the complete set of Unified CCE Administration tools that are available in a Packaged CCE deployment for an Administrator who has the System Administrator role. Administrators with other roles, Supervisors, and those who sign in with other deployment types may not have access to all of tools documented in this guide.

Audience

This guide is prepared for:

  • Contact center administrators who configure and run the contact center, manage agents and supervisors, and address operational issues.

  • Contact center supervisors, who lead agent teams and are responsible for team performance.

This guide is written with the understanding that your system has been deployed by a partner or service provider who has validated the deployment type, virtual machines, and database and has verified that your contact center can receive and send calls.

Related Documents

Document or resource Link

Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise

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

Cisco Packaged Contact Center Enterprise Documentation Guide

https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-documentation-roadmaps-list.html

Cisco.com site for Packaged CCE documentation

https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/tsd-products-support-series-home.html

Solution Design Guide for Cisco Packaged Contact Center Enterprise

https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html

Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide

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

Cisco Packaged Contact Center Enterprise Features Guide

https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-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, and folder 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.

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