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

Documentation Changes

New Solution Documents in This Release

There are no new solution documents in this release.

Documents Updated in This Release

The following documents are introduced in this release:

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 Customer Collaboration Platform.

To view the notes, see: https://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

  • Added Multistage Upgrade Process for Common Ground Upgrade.

  • Updated Tomcat version.

  • Added certificate information.

To view the latest guide, see https://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

  • Added Command Execution Pane details.

  • Added certificate details.

  • Added Customer Virtual Assistant feature details.

  • Added information on the new Third-party Integration feature.

  • Added Media Server details.

  • Added Avaya configuration details.

  • Added ICM-to-ICM Gateway configuration details.

  • Added CVP and CVP Reporting statistics.

  • Added Smart Licensing details.

To view the latest guide, see: https://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

  • Added Avaya Support details.

  • Added ICM-to-ICM Gateway Support details.

  • Added information on how to configure Cisco Webex Experience Management.

  • Added information on how to configure Customer Virtual Assistant feature.

To view the latest guide, see: https://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

  • Enterprise Service Historical All Fields

  • Enterprise SkillGroup Historical All Fields

  • Peripheral Service Historical All Fields

  • Peripheral Service Real Time

  • Enterprise Skill Group Real Time

  • Agent Summary Report

  • Changed topics under chapter Schedule Report.

  • Changed topics under chapter Reports.

To view the latest guide, see https://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

Updated APIs

  • Machine Inventory API

  • Status API

  • Deployment Type Info API

  • Dialed Number API

  • Data Center API

  • Department API

  • Import API

  • Agent API

  • Agent Team API

  • Outbound Campaign API

  • Skill Group 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: https://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

This document includes changes for the following features:

  • Added Reference Design layouts and VM specifications on Cisco UCS C240 M5SX and Cisco Hyperflex HX220c M5SX TRC servers for the following deployment types:

    • 2000 Agent Deployment

    • 4000 Agent Deployment

    • 12000 Agent Deployment

  • Added information on the new Cisco Webex Experience Management Feature feature.

  • Added information on the new Customer Virtual Assistance Feature feature.

  • Added shared ACD Line support for both home and work phone on two shared ACD lines

  • Increased configuration limits for the following:

    • Outbound dialer maximum calls per second per dialer

    • Outbound dialer maximum ports per SIP dialer

    • Number of preview campaigns per system

    • Number of predictive Campaigns per system (Agent or VRU based)

    • Predictive Campaign Skill Groups per Peripheral

  • Removed information on Cisco MediaSense, Cisco Remote Expert, and Context Service which reached its end of maintenance support.

  • Added a chapter for the Avaya and ICM-to-ICM Gateway Support

  • Added desktop chat search

To view the guide, see: https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-technical-reference-list.html.

Port Utilization Guide for Cisco Unified Contact Center Enterprise Solutions

This document includes the following changes for features and ports:

  • Added Cloud Connect Port Utilization section for Cloud Connect port information

See the document’s Change History for more details.

Open Source used in Cisco Unified Contact Center Enterprise, Hosted Collaboration Solution for Contact Center, and Packaged Contact Center Enterprise Solutions, Release 12.5(1)

Lists licenses and notices for open source software used in Cisco Unified Contact Center Enterprise, Hosted Collaboration Solution for Contact Center, and Packaged Contact Center Enterprise Solutions, Release 12.5(1)

To view this page, see:

https://www.cisco.com/c/dam/en_us/about/doing_business/open_source/docs/UnifiedContactCenterEnterpriseHostedandPackaged1251v10.pdf

Open Source Used In Open Source Used in CTI Object Server for Contact Center Enterprise Solutions, Release 12.5(1)

Lists licenses and notices for open source software used in CTI Object Server for Contact Center Enterprise Solution, Release 12.5(1)

To view this page, see:

https://www.cisco.com/c/dam/en_us/about/doing_business/open_source/docs/OpenSourceUsedInCTIObjectServerforContactCenterEnterpriseSolutions125.pdf

Other Documentation Sources

This table lists other documentation sources that are updated in this release.

Document

Notes

Contact Center Enterprise Compatibility Matrix

Replaces the Packaged CCE Software Compatibility Matrix.

Updated to meet Packaged CCE Solution Release 12.5(1) requirements.

To view the tool, see: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-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 https://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 https://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 https://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 https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-implementation-design-guides-list.html.

Reference

Contact Center Enterprise Compatibility Matrix

This page lists the Contact Center and third-party software, gateway, and endpoint compatibility information for Cisco Contact Center Enterprise products.

To view the latest version, see https://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 CCE, and HCS for Contact Center Solution

Purpose: To acknowledge open source code used in Cisco Packaged CCE and Enterprise Chat and Email.

Content: Licenses and notices for open source software used in Cisco HCS for Contact Center, Unified CCDM, Unified CCE, Packaged CCE, Enterprise Chat and Email, Webex Contact Center Enterprise, and Unified CCMP.

To view the latest guide, see https://www.cisco.com/c/en/us/about/legal/open-source-documentation-responsive.html?flt0_general-table0=Unified%20contact%20center%20enterprise#~documentation.

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 https://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 https://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 https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-installation-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 https://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 https://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 https://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 https://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 https://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 https://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 https://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 https://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 https://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 https://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 https://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 https://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 https://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 https://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 https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/products-user-guide-list.html.

Cisco Security Advisories

The Cisco Product Security Incident Response Team (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 https://tools.cisco.com/security/center/publicationListing.x.

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