Preface

Change History

This table lists changes made to this guide. Most recent changes appear at the top.

Change

See

Date

Edge Chromium (Microsoft Edge) updates

Set Up CA Certificate for Chrome and Edge Chromium (Microsoft Edge) Browsers

Accept Security Certificates

 Dec, 2020

Added Media Server and FTP configuration details.

Add Media Server as External Machine

Edit External Machines

Add and Maintain Main Site in 4000 Agents or 12000 Agents Deployment Type

Add and Maintain Remote Site

Add and Maintain Machines

Edit Machines

Delete Machine

Add and Maintain Peripheral Set

Remote Sites in Lab Mode

System Inventory for Packaged CCE 2000 Agents Deployment

Initialize the Packaged CCE Lab Mode Deployment

Simplex Mode

Duplex Mode

July 2019

Added information on the new Third-party Integration feature.

Third-party Integration

Added configuration details for Avaya.

Avaya Configurations

Added configuration details for ICM-to-ICM Gateway.

ICM-to-ICM Gateway Configurations

Appended the list of tools and added Avaya, ICM-to-ICM Gateway information.

Packaged CCE 4000 and 12000 Agent Supported Tools

Added additional nodes in Script Editor and information to route contacts.

Nodes Used to Receive Contacts

Send Call to a VRU with Translation Route to VRU

Added CVP and CVP Reporting statistics.

Unified CVP Statistics

Unified CVP Reporting Statistics

May 2019

Updated the table with CVP and CVP Reporting Statistics information.

System Inventory for Packaged CCE 2000 Agents Deployment

System Inventory for Packaged CCE 4000 Agents and 12000 Agents Deployment
Initial Release of Document for Release 12.0(1) January 2019

Added post installation components configuration sections for 2000, 4000, and 12000 agents deployments.

Post Installation Configuration

Restructured sections as per the new Unified CCE Administration interface.

Packaged CCE Administration

Support for Pacakged CCE 4000 and 12000 Agents deployment has been added in the CCE administration

Added Business Hours, Email and Chat, Device Configuration, SIP Server Group, Campaigns, Routing Pattern, Location Configuration, Courtest Callback, Resources, File Transfer features.

Business Hours

Email and Chat

Manage Devices

SIP Server Group

Manage Campaigns

Routing Pattern

Location Configuration

Courtesy Callback

Resources

File Transfers

Added CA and Self-Signed certification and CVP Graceful Shutdown sections.

Security Certificates

Graceful Shutdown of Call Server or Reporting Server

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

Cisco Unified Contact Center Enterprise

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

Cisco Unified Communications Manager

https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/tsd-products-support-series-home.html

Cisco Unified Intelligence Center

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

Cisco Finesse

https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/tsd-products-support-series-home.html

Cisco Unified Customer Voice Portal

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html

Cisco Enterprise Chat and Email

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

Communications, Services, and Additional Information

  • To receive timely, relevant information from Cisco, sign up at Cisco Profile Manager.

  • To get the business impact you’re looking for with the technologies that matter, visit Cisco Services.

  • To submit a service request, visit Cisco Support.

  • To discover and browse secure, validated enterprise-class apps, products, solutions and services, visit Cisco Marketplace.

  • To obtain general networking, training, and certification titles, visit Cisco Press.

  • To find warranty information for a specific product or product family, access Cisco Warranty Finder.

Cisco Bug Search Tool

Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides you with detailed defect information about your products and software.

Field Notice

Cisco publishes Field Notices to notify customers and partners about significant issues in Cisco products that typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice Summary at https://www.cisco.com/c/en/us/support/web/tsd-products-field-notice-summary.html.

You can create custom subscriptions for Cisco products, series, or software to receive email alerts or consume RSS feeds when new announcements are released for the following notices:

  • Cisco Security Advisories

  • Field Notices

  • End-of-Sale or Support Announcements

  • Software Updates

  • Updates to Known Bugs

For more information on creating custom subscriptions, see My Notifications at https://cway.cisco.com/mynotifications.

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.