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 15.0(1)

Support for Facebook, Whatsapp, and Apple Messages for Business Digital Channels Digital Channels Integration Using Webex Connect April 2025

Support for anti-malware scanning in Digital Channels

Anti-Malware Scan for Attachments
Add MR PIM for Outbound 4000 and 12000 Agent Deployment Add MR PIM for Outbound 4000 and 12000 Agent Deployment

Features removed and unsupported in the CCE 15.0(1) release have been removed from this guide.

See the Release notes for Cisco Contact Center Enterprise Solutions, Release 15.0(1) for the list of removed/unsupported features at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-release-notes-list.html

About This Guide

This guide explains features that you can use with Cisco Packaged Contact Center Enterprise. For each feature, there is a description, procedures for initial setup, and details on the functionality the feature provides.

Audience

This guide is for Contact Center administrators who configure and run the contact center, manage agents, and address operational issues.

Communications, Services, and Additional Information

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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 Alerts and Field Notices

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.

—Unified CCE

or

Unified CCE—

or

Unified CCE only—

Unified CCE preceded or followed by an em dash (—) indicates that the content is specific to Unified CCE.

—Packaged CCE

or

Packaged CCE—

or

Packaged CCE only—

Packaged CCE preceded or followed by an em dash (—) indicates that the content is specific to Packaged CCE.