Cisco Packaged Contact Center Enterprise Documentation Guide, Release 11.6(1)
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Contents
First Published: August 24, 2017
Documentation Guide
This document provides details on all documents for this release of Packaged CCE and contains links to the documents.
For the latest version of all the Packaged CCE documents, see http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/tsd-products-support-series-home.html.
Documentation Changes
The following tables identify the documents that changed for this release. Updated documents are also listed under Collaboration in What's New in Cisco Product Documentation at: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html. You can also subscribe to the What's New in Cisco Product Documentation RSS feed to deliver updates directly to an RSS reader on your desktop. To subscribe, paste this URL into your RSS reader: http://www.cisco.com/cdc_content_elements/rss/whats_new/whatsnew_rss_feed.xml
New Documents in This Release
The following documents are introduced in this release:
Table 1 New Enterprise Chat and Email Documents Document
Notes
Enterprise Chat and Email Upgrade Guide
This document provides instructions to upgrade the Enterprise Chat and Email component for Release 11.(6).
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-guides-list.html.
Enterprise Chat and Email Data Extracts Guide
This document describes the output of the ECE Data Extracts solution for business intelligence. It provides sufficient details to allow an analyst to identify tables and columns from the extract which are of interest to them, as well as to identify the foreign keys that allow multiple tables to be joined within queries.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.
Enterprise Chat and Email Developer’s Guide to Web Service APIs for Chat
This document provides information about Web Services APIs for Chat.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.
Enterprise Chat and Email Administrator’s Guide to Data Adapters
This document introduces Data Adapters and shows how to set up data links to connect to external sources.
To view the guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.
Documents Updated in This Release
The following tables list the documents that are updated in this release:
Table 2 Updated Packaged CCE Documents Document Major Changes Release Notes for Cisco Packaged Contact Center Enterprise Solution
Includes information for Packaged CCE and its components: Unified CVP, Finesse, Unified Intelligence Center, Enterprise Chat and Email (ECE), and SocialMiner.
To view the notes, see: http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-release-notes-list.html.
Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide
Information added for updating VMware settings for Cisco Unified Communications Manager.
Information added for no support of IP address change.
Information added for setting users as system administrators.
Information added for B200 M4 and the C240 M4 servers support for on-box installation for ECE.
To view the latest guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-installation-guides-list.html.
Cisco Packaged Contact Center Enterprise Administration and Configuration Guide
New chapter added for Manage Remote Sites.
New chapter added for Application Gateway.
New chapter added for Database Administration.
Information about the new system settings for Gobal, Main Site, and Remote Site in Unified CCE Administration is added.
Information added for external machine support for remote site.
New section added for Categorize by External Applications.
To view the latest guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.
Cisco Packaged Contact Center Enterprise Features Guide
The Context Service chapter is restructured and revised.
The Application Gateway chapter is added.
The Outbound Options for High Availability Preliminary Two-Way Replication section is added for Outbound Option.
To view the latest guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.
Cisco Packaged Contact Center Enterprise Reporting User Guide
Cisco Unified Intelligence Center - User Experience Refresh. The following chapters are revised and restructured:
To view the latest guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.
Cisco Packaged Contact Center Enterprise Developer Reference Guide
New APIs
Updated APIs
Agent API
Agent Team API
Dialed Number API
Global API
Machine Inventory API
Peripheral Gateway API
Routing Type API
Serviceability API
Skill Group API
Status API
To view the latest guide, see: https://developer.cisco.com/site/packaged-contact-center/documentation/index.gsp.
Open Source Used in Cisco Unified Contact Center Enterprise and Packaged Contact Center Enterprise
License and open source software information for this release.
To view the latest version, see: http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-licensing-information-listing.html.
Solution Design Guide for Cisco Packaged Contact Center Enterprise
Changed the Configuration Limits and Feature Availability for Reference Designs section.
Added a note stating that the CUBE allocates a DSP for each outbound dialer call, whether or not the CPA is enabled.
Added UCCE: 2000 Agent deployment type and updated dynamic sizing limits.
Added information on sizing CUBE.
Port Utilization Guide for Cisco Unified Contact Center Enterprise Solutions
- Removed Cisco Agent Desktop (CAD) Port Utilization and Cisco Voice Integration to Genesys Call Center.
- Added Campaign Manager Logger A and Logger B ports for the Outbound Option High Availability feature.
Updated information for GED-188 (CTI Server), CTI OS Server, CTI OS Supervisor Desktop, and CTI OS Silent Monitor Service.GED-188 (CTI Server), CTI OS Server, and CTI OS Sup.
To view the latest version, see: http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-installation-and-configuration-guides-list.html.
Other Documentation Sources
This table lists other documentation sources that are updated in this release.
Document
Notes
Cisco Packaged CCE Software Compatibility Matrix
Updated information for this release.
To view the latest version, see: http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-device-support-tables-list.html.
Virtualization for Cisco Packaged CCE
License and open source software information for this release.
To view the latest version, see: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/uc_system/virtualization/pcce_virt_index.html.
Plan
Release Notes for Cisco Packaged Contact Center Enterprise Solution
This document describes new, updated, and deprecated features, and open caveats for Packaged CCE and its components. Read this document before installing or upgrading your Packaged CCE system.
To view the latest guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-release-notes-list.html.
Solution Design Guide for Cisco Packaged Contact Center Enterprise
This document presents a solution-level perspective on designing your contact center enterprise solution. With a main focus on the Contact Center Enterprise Reference Designs, this guide combines design information from Unified CCE, Unified CVP, Unified Intelligence Center, and several other products.
To view the latest guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html.
Enterprise Chat and Email System Requirements
This document outlines the software specification for Enterprise Chat and Email (ECE). It provides details about compatible third party software requirements and contains links to other documents that provide hardware and bandwidth specifications.
To view the guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.
Enterprise Chat and Email Design Guide
This document provides an overview of the system, system architecture, system flow for different types of interactions, deployment models, and links to sizing guidelines.
To view the guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.
Reference
Cisco Packaged CCE Software Compatibility Matrix
This page lists the Contact Center and third-party software, gateway, and endpoint compatibility information for Packaged CCE.
To view the latest version, see http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-device-support-tables-list.html.
Cisco Packaged Contact Center Enterprise Developer Reference Guide
This document explains the methods and parameters for each configurable item in Packaged CCE. Developers working with Packaged CCE APIs can refer to this document for API operations, parameter values, and example outputs.
This information is provided as online help and PDF.
To view the latest version, see https://developer.cisco.com/site/packaged-contact-center/documentation/index.gsp.
Open Source Used in Cisco Unified Contact Center Enterprise, Packaged, and Hosted
This document provides licenses and notices for open source software used in Unified CCE, Packaged, and Hosted solutions.
To view the latest guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-licensing-information-listing.html.
Virtualization for Cisco Packaged CCE
This page lists the hardware and VMware requirements for Packaged CCE in a virtual environment, and includes networking information.
To view the latest version, see http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/uc_system/virtualization/pcce_virt_index.html.
Install and Upgrade
Cisco Packaged Contact Center Enterprise Installation and Upgrade Guide
This document explains how to install, configure, and upgrade Packaged CCE. It is prepared for partners and service providers who will be implementing Packaged CCE, who are familiar with Cisco contact center applications, and are experienced regarding the deployment and management of virtual machines.
To view the latest guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-installation-guides-list.html.
Enterprise Chat and Email Installation Guide (for Packaged Contact Center Enterprise)
This document provides instructions on all the pre-installation, installation, and post-installation tasks required to complete the installation of ECE for Packaged Contact Center Enterprise.
To view the guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-guides-list.html.
Configure
Port Utilization Guide for Cisco Unified Contact Center Enterprise Solutions
This document lists the TCP and UDP ports used by Cisco Contact Center products and step-by-step instructions. Use this guide when you implement an Architecture for Voice, Video, and Integrated Data (AVVID) solution.
To view the latest guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-installation-and-configuration-guides-list.html.
Maintain and Operate
Cisco Packaged Contact Center Enterprise Administration and Configuration Guide
Unified CCE Administration is a set of web-based tools for configuring objects, such as agents, teams, skill groups, and call types, that are used to operate contact centers. This document explains the complete set of Unified CCE Administration tools that are available in a Packaged CCE deployment to an administrator. This document also explains how to create Script Editor routing scripts and Unified CVP Call Studio applications for Packaged CCE.
To view the latest guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.
Cisco Packaged Contact Center Enterprise Features Guide
Packaged CCE contains many optional features that you can enable and configure after installation. In addition to the optional features in Packaged CCE, you can integrate other Cisco products with Packaged CCE to extend the functionality of your contact center. This document describes these additional features and products. It also lists assumptions and prerequisites for proceeding with the configuration of the optional features described in this document.
To view the latest guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.
Cisco Packaged Contact Center Enterprise Reporting User Guide
This document explains how to run and schedule Packaged CCE reports, provides information about reporting capabilities and data sources, and describes report templates.
To view the latest Cisco Packaged Contact Center Enterprise Reporting User Guide , see http://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.
The view the latest Cisco Unified Intelligence Center Report Customization Guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/tsd-products-support-series-home.html.
Cisco Unified CCE Administration Online Help
The online help for Unified CCE Administration provides details about using each of the menus and tools, depending on the user's access.
To access the online help from the Unified CCE Administration interface, click the question mark icon in the top right corner of the screen.
Enterprise Chat and Email Administrator's Guide to Administration Console
This document introduces the Administration Console and helps users understand how to use it to set up and manage various business resources.
To view the guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.
Enterprise Chat and Email Administrator's Guide to Chat and Collaboration Resources
This document, aimed at the Partition and Department Administrators of ECE responsible for configuring the system to service chats and callback activities, introduces the administrators to the chat and collaboration infrastructure within the application. It includes instructions on how to set up entry points and templates.
To view the guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.
Enterprise Chat and Email Administrator's Guide to Email Resources
This document, aimed at the Partition and Department Administrators of ECE responsible for configuring the system to service emails from customers, introduces the administrators to the email infrastructure within the application. It includes instructions on how to set up aliases, block unwanted emails and files from entering the system, and handle delivery exceptions.
To view the guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.
Enterprise Chat and Email Administrator's Guide to Routing and Workflows
This document, aimed at the Partition and Department Administrators of ECE responsible for configuring the system to route activities to the appropriate users, introduces the administrators to routing and explains how to set up service levels and queues for emails. Workflows, which route all email and other activities, are also discussed in this guide. Enterprise Chat and Email Administrator's Guide to System Console
To view the guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.
Enterprise Chat and Email Administrator's Guide to System Console
This document introduces the administrator to the System Console and describes how to use it to set up and monitor system services.
To view the guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.
Enterprise Chat and Email Administrator's Guide to Tools Console
This document describes how to create custom attributes for business objects.
To view the guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.
Enterprise Chat and Email Deployment and Maintenance Guide (for Packaged Contact Center Enterprise)
This document provides instructions on preparing unified CCE for integration. Also includes directions for maintaining the integrated ECE over time.
To view the guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-maintenance-guides-list.html.
Use
Enterprise Chat and Email Administrator's Guide to Reports Console
This document provides details about historical reports available in the Reports Console of ECE. Real-time reports are available through Cisco Unified Intelligence Center (CUIC).
To view the guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-user-guide-list.html.
Enterprise Chat and Email Agent's Guide
This document describes how agents can use ECE to receive emails and reply to them and conduct chat sessions with customers.
To view the guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-user-guide-list.html.
Enterprise Chat and Email Browser Settings Guide
This document provides instructions for setting up the web browser before logging into the system. Also contains instructions to configure Java which is required only for administrators of email workflows.
To view the guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-user-guide-list.html.
Enterprise Chat and Email Supervisor's Guide
This document describes how to monitor queues and users.
To view the guide, see http://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-user-guide-list.html.
Cisco Security Advisories
Addressing security issues in Cisco products is the responsibility of the Cisco Product Security Incident Response Team (PSIRT). The Cisco PSIRT is a dedicated, global team that manages the receipt, investigation, and public reporting of security vulnerability information that relates to Cisco products and networks.
For information on existing security issues, see Cisco Security Advisories, Responses, and Alerts at http://tools.cisco.com/security/center/publicationListing.x
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