Preface

Change History

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

Change

See

Date

Initial Release of Document for Release 12.5(1)

Updated desciption of Sites field.

Add and Maintain Location Configurations

June, 2023

OpenJDK updates

Import CA Certificate into AW Machines

Mar, 2021

Import CCE Component Certificates

Import Diagnostic Framework Portico Certificate into AW Machines

Import ECE Web Server Certificate into AW Machines

Import WSM Certificate into AW Machines

Import VOS Components Certificate

Change Java Truststore Password

Edge Chromium (Microsoft Edge) updates

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

Accept Security Certificates

Dec, 2020

New chapter has been added for Technology Refresh configurations

Post Technology Refresh Configurations

July, 2020

New topics have been added for IP address or hostname update

Update IP Address or Hostname for 2000 Agent deployments

Update IP Address or Hostname for 4000 and 12000 Agent deployments

Update Peripheral Set

Inventory Management

New chapter has been added for executing REST API calls

Command Execution Pane

February, 2020

New chapters have been added

CA Certificates

Self-Signed Certificates
Updated the topics to include certificate information

Packaged CCE 2000 Agents Deployment

Packaged CCE 4000 Agents Deployment

Packaged CCE 12000 Agents Deployment

Add External Machines

Add and Maintain Machines

Remote Sites in Lab Mode

Packaged CCE Lab Only Deployment Components

Avaya Configurations

Updated the userName description with the list of unsupported characters.

 Add and Maintain Agents

Bulk Agent Content File

Added a new chapter for Customer Virtual Assistant feature

Customer Virtual Assistant
Added Principal VVB information for Customer Virtual Assistant feature.

System Inventory for Packaged CCE 2000 Agents Deployment

Edit Credentials

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

Edit Credentials

Delete Machine

Added information on the new Third-party Integration feature

Third-party Integration

Updated topics to include Media Server details

Add Media Server as External Machine

Edit Credentials

Edit Credentials

Delete Machine
Updated the list of Configuration Manager tools. PCCE 4000/12000 Supported Tools
Added Configuration details for Avaya Avaya Configurations

Added Configuration details for ICM-to-ICM Gateway

ICM-to-ICM Gateway Configurations

Added CVP and CVP Reporting statistics

Unified CVP Statistics

Unified CVP Reporting Statistics

Updated the table with CVP and CVP Reporting Statistics information

System Inventory for PCCE 2000 Agents Deployment

System Inventory for PCCE 4000 and 12000 Agents Deployment

Added Smart License details

Smart License

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.