The guides listed in this section relate to planning and designing a Packaged CCE system.

Release Notes for Cisco Contact Center Enterprise Solutions

This document describes new, updated, and deprecated features, and open caveats in Unified CCE and Packaged CCE for Contact Center, and their respective components.

To view the latest guide, see: http://www.cisco.com/c/en/us/support/customer-collaboration/unified-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.

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.

Port Utilization Guide for Cisco Unified Contact Center 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 https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-installation-and-configuration-guides-list.html.

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.

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.

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.