Cisco Unified Contact Center Enterprise

Fichas técnicas e información del producto

Fichas técnicas

• • Cisco Contact Center Enterprise 12.6 Data Sheet 09-Mar-2022
  • Cisco Contact Center Enterprise 12.0 Product Line Data Sheet 16-Dec-2019
  • Cisco Contact Center Enterprise 11.6 Product Line Data sheet 25-Aug-2017
  • Cisco Unified Contact Center Enterprise 11.0 Data Sheet 11-Sep-2015
  • Cisco Unified Intelligence Center 10.0 Data Sheet 04-Feb-2016
  • Cisco Unified Contact Center Enterprise 10.0 Data Sheet 03-Feb-2016
  • Cisco Unified Contact Center Enterprise 9.0 Data Sheet 15-Jan-2016
  • Cisco Unified Contact Center Management Portal Data Sheet 11-Aug-2014
  • Cisco Collaboration Flex Plan Contact Center Data Sheet 14-May-2021
• Cisco Unified Contact Center Enterprise 12.5 Data Sheet 27-Jul-2020

Notificaciones de fin de vida útil y fin de venta

• End-of-Sale and End-of-Life Announcement for the Perpetual Licensing for Cisco Unified Contact Center Enterprise, Packaged Contact Center Enterprise, Customer Voice Protocol, and HCS for Contact Center - Replaced by Flex Contact Center 31-Jan-2022
• Annonce d’arrêt de commercialisation et de fin de vie de Perpetual Licensing for Cisco Unified Contact Center Enterprise, Packaged Contact Center Enterprise, Customer Voice Protocol, and HCS for Contact Center - Replaced by Flex Contact Center 31-Jan-2022
• End-of-Sale and End-of-Life Announcement for the Cisco FLEX Subscription v12.0 for Unified Contact Center Enterprise, Packaged Contact Center Enterprise, Customer Voice Protocol, and Hosted Collaboration Solution for Contact Center 04-Jun-2021
• End-of-Sale and End-of-Life Announcement for the Cisco FLEX Subscription 11.x for Unified Contact Center Enterprise, Packaged Contact Center Enterprise, Customer Voice Protocol, and Hosted Collaboration Solution for Contact Center 04-Jun-2021
• End-of-Sale and End-of-Life Announcement for the Cisco Enterprise Agreement for Contact Center Version 12.0 25-Apr-2021
• Annonce d’arrêt de commercialisation et de fin de vie de Cisco Enterprise Agreement for Contact Center Version 12.0 25-Apr-2021
• End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Cisco HCS for Contact Center 12.0 25-Jan-2021
• Annonce d’arrêt de commercialisation et de fin de vie de Cisco FLEX Subscription 11.x for Unified Contact Center Enterprise, Packaged Contact Center Enterprise, Customer Voice Protocol, and Hosted Collaboration Solution for Contact Center 25-Jan-2021
• End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, and Cisco Unified Intelligent Contact Management Enterprise 11.5 01-Jun-2020
• Annonce d’arrêt de commercialisation et de fin de vie de Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Cisco HCS for Contact Center 11.6 20-Mar-2020
• End-of-Sale and End-of-Life Announcement for the Cisco Unified Contact Center Enterprise, Cisco Packaged Contact Center Enterprise, Cisco Unified Intelligent Contact Management Enterprise, and Cisco HCS for Contact Center 11.6 12-Mar-2020
• End-of-Sale and End-of-Life Announcement for the Cisco Country-specific Unified Contact Center Enterprise, Packaged Contact Center Enterprise, and Cisco Voice Portal Offers 27-Jan-2020
• Annonce d’arrêt de commercialisation et de fin de vie de Cisco Country-specific Unified Contact Center Enterprise, Packaged Contact Center Enterprise, and Cisco Voice Portal Offers 27-Jan-2020
• End-of-Sale and End-of-Life Announcement for the Cisco Contact Center a la carte Migration and Upgrade offers 30-Jul-2019
• Annonce d’arrêt de commercialisation et de fin de vie de Cisco Contact Center a la carte Migration and Upgrade offers 30-Jul-2019

Avisos de seguridad

Advertencias de seguridad, respuestas y notificaciones

• Cisco Unified Contact Center Enterprise Denial of Service Vulnerability 03-May-2020
• Cisco Finesse for Cisco Unified Contact Center Enterprise Information Disclosure Vulnerability 03-May-2017
• Multiple Vulnerabilities in OpenSSL Affecting Cisco Products: November 2016 14-Nov-2016
• Multiple Vulnerabilities in OpenSSL Affecting Cisco Products: September 2016 27-Sep-2016
• Cisco Unified Contact Center Enterprise Web-Based Management Interface Cross-Site Scripting Vulnerability 22-Jun-2016
• Multiple Vulnerabilities in OpenSSL Affecting Cisco Products: May 2016 04-May-2016
• Multiple Vulnerabilities in OpenSSL Affecting Cisco Products: March 2016 02-Mar-2016
• Multiple Vulnerabilities in OpenSSL (January 2016) Affecting Cisco Products 29-Jan-2016
• Multiple Vulnerabilities in OpenSSL (December 2015) Affecting Cisco Products 04-Dec-2015
• OpenSSL RSA Temporary Key Cryptographic Downgrade Vulnerability 08-Oct-2015
• Transport Layer Security Renegotiation Remote Man-in-the-Middle Attack Vulnerability 07-Oct-2015
• OpenSSL Alternative Chains Certificate Forgery Vulnerability (July 2015) Affecting Cisco Products 10-Jul-2015
• XSS and SQL Injection in Cisco CallManager/Unified Communications Manager Logon Page 10-Jul-2015
• Multiple Vulnerabilities in OpenSSL (June 2015) Affecting Cisco Products 12-Jun-2015
• Multiple Vulnerabilities in OpenSSL (January 2015) Affecting Cisco Products 10-Mar-2015

Boletines

• • Cisco Contact Center Enterprise Software Release and Sustaining Lifecycle 04-Jun-2021
  • Cisco Contact Center Performance Effects from Side-Channel Information Disclosure Vulnerabilities Product Bulletin 04-Jun-2018

Field Notices

• Field Notice: FN - 72306 - Unified Contact Center Enterprise (UCCE)/Packaged Contact Center Enterprise (PCCE) and Unified Customer Voice Portal (CVP): QuoVadis Root CA 2 Decommission Might Affect Smart Licensing - Workaround Provided 29-Mar-2022
• Field Notice: FN - 70542 - Unified Contact Center Enterprise - Tomcat Upgrade to Resolve CVE-2020-1938 Breaks Cceadmin and Websetup Page - Software Upgrade Recommended 17-Aug-2021
• Field Notice: FN - 63454 - Agent desktops upgraded to Cisco Agent Desktop 8.5(2) are unable to launch - Software Upgrade Recommended 22-Jan-2021
• Field Notice: FN - 70548 - Unified Contact Center Enterprise (UCCE) / Enterprise Chat and Email (ECE) - Microsoft Secure LDAP Mandatory for Active Directory Connections - Workaround Provided 16-Apr-2020
• Field Notice: FN - 70510 - Chrome Version 80 Update for SameSite Cookie Causes ECE Gadget and Dock Chat to Malfunction - Software Upgrade Recommended 10-Feb-2020
• Field Notice: FN - 70396 - Java Applet Certificate Expiry - Cisco Enterprise Chat and Email (ECE) - Software Upgrade Recommended 04-Feb-2020
• Field Notice: FN - 70511 - Cisco Unified Collaboration Products with VOS (RHEL), Call Home Certificate Will Expire on 2020-02-07 - Workaround Provided 04-Feb-2020
• Field Notice: FN - 70374 - Cisco Contact Center Enterprise Agreement (CC EA) Unified Customer Voice Portal (CVP) License Expiration - Software Upgrade Recommended 21-Feb-2019
• Field Notice: FN - 70297 - Multiple Processes Can Crash or Fail to Start Due to Recent Microsoft Updates - Software Upgrade Recommended 13-Dec-2018
• Field Notice: FN - 70219 - CUIC LiveData Gadgets Broken with Google Chrome Browser Version 67 - Software Upgrade Recommended 29-Jun-2018
• Field Notice: FN - 70037 - Enterprise Chat & Email (ECE) 11.5(1) Installer Intermittently Fails with Error Message - Software Upgrade Recommended 20-Dec-2017
• Field Notice: FN - 64033 - Unified Contact Center Enterprise - Microsoft Security Patches Cause Script Editor to Crash - Workaround Provided 13-Oct-2017
• Field Notice: FN - 64280 - Applications That Access the UCCE Database Need to Be Revised to Add Support for TLS 1.2 12-Apr-2017
• Field Notice: FN - 64244 - December 31, 2016 Leap Second Impact to Voice and Unified Communications Devices 11-Jan-2017
• Field Notice: FN - 64075 - CTI Server Agent Real Time Statistics Missing on Supervisor Desktop, Inconsistent Agent_Team OpenRequests from Client 27-Jan-2016

Versión y compatibilidad

Información sobre Compatibilidad

• Cisco Unified Contact Center Enterprise 12.6(1)

  • Contact Center Enterprise Solution Compatibility Matrix, Release 12.6(x) 17-May-2021

• Cisco Unified Contact Center Enterprise 12.5(1)

  • Contact Center Enterprise Solution Compatibility Matrix, Release 12.5(x) 19-Feb-2021

• Cisco Unified Contact Center Enterprise 12.0(1)

  • Contact Center Enterprise Solution Compatibility Matrix, Release 12.0(x) 19-Feb-2021

• Cisco Unified Contact Center Enterprise 11.6(1)

  • Unified CCE Solution Compatibility Matrix for 11.6(x) 25-Mar-2020

• Cisco Unified Contact Center Enterprise 11.5(1)

  • Unified CCE Solution Compatibility Matrix for 11.5(x) 26-Sep-2018

• Cisco Unified Contact Center Enterprise 11.0(1)

  • Unified CCE Solution Compatibility Matrix for 11.0(x) 04-Apr-2018

• Cisco Unified Contact Center Enterprise 10.5(1)

  • Unified CCE Solution Compatibility Matrix for 10.5(x) 27-Sep-2018

Release Notes

• Cisco Unified Contact Center Enterprise 12.6(1)

  • Release Notes for Cisco Contact Center Enterprise Solutions Release 12.6(1) 14-May-2021

• Cisco Unified Contact Center Enterprise 12.5(1)

  • Release Notes for Unified Contact Center Enterprise, Release 12.5(1) 18-Dec-2019

• Cisco Unified Contact Center Enterprise 12.0(1)

  • Release Notes for Cisco Unified Contact Center Enterprise Solution, Release 12.0(1) 03-Sep-2019

• Cisco Unified Contact Center Enterprise 11.6(2)

  • Release Notes for Cisco Unified Contact Center Enterprise Solution, Release 11.6(2) 28-Mar-2019

• Cisco Unified Contact Center Enterprise 11.6(1)

  • Release Notes for Cisco Unified Contact Center Enterprise Solution, Release 11.6(1) 30-Jul-2018

• Cisco Unified Contact Center Enterprise 11.5(1)

  • Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.5(1) 18-Sep-2017

• Cisco Unified Contact Center Enterprise 11.0(3)

  • Release Notes for Cisco Unified Contact Center Enterprise Solution, Release 11.0(3) 06-Aug-2018

• Cisco Unified Contact Center Enterprise 11.0(2)

  • Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(2) 01-Jun-2016

• Cisco Unified Contact Center Enterprise 11.0(1)

  • Release Notes for Cisco Unified Contact Center Enterprise Solution Release 11.0(1) 15-Sep-2020

• Cisco Unified Contact Center Enterprise 10.5(3)

  • Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(3) 07-Nov-2016

• Cisco Unified Contact Center Enterprise 10.5(2)

  • Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(2) 17-Feb-2016

• Cisco Unified Contact Center Enterprise 10.5(1)

  • Release Notes for Cisco Unified Contact Center Enterprise & Hosted Release 10.5(1) 07-Mar-2016

Referencia

Información

• Cisco Unified Contact Center Enterprise 12.0(1)

  • Open Source Used In Cisco Unified Contact Center Enterprise Solutions 12.0(1) 11-Jan-2019 (PDF - 26 MB)
  • Open Source Used In Cisco CTI Object Server for Contact Center Enterprise Solutions 12.0(1) 07-Jan-2019 (PDF - 1 MB)

• Cisco Unified Contact Center Enterprise 11.6(2)

  • Open Source Used In Cisco Unified Contact Center Enterprise Solutions 11.6(2) 28-Mar-2019 (PDF - 5 MB)
  • Open Source Used In Cisco CTI Object Server for Contact Center Enterprise Solutions 11.6(2) 28-Mar-2019 (PDF - 1 MB)

• Cisco Unified Contact Center Enterprise 11.6(1)

  • Open Source Used In Cisco CTI Object Server for Contact Center Enterprise Solutions 11.6(1) 14-Aug-2017 (PDF - 1 MB)
  • Open Source Used In Cisco Unified Contact Center Enterprise Solutions 11.6(1) 02-Aug-2017 (PDF - 27 MB)

• Cisco Unified Contact Center Enterprise 11.5(1)

  • Open Source Used In Cisco Unified Contact Center Enterprise Solutions 11.5(1) 08-Aug-2016 (PDF - 37 MB)

• Cisco Unified Contact Center Enterprise 11.0(3)

  • Open Source Used In Cisco Unified Contact Center Enterprise 11.0(3) 11-Feb-2018 (PDF - 5 MB)

• Cisco Unified Contact Center Enterprise 11.0(1)

  • Open Source Used In Remote Silent Monitor 11.0(1) 24-Aug-2015 (PDF - 1 MB)
  • Open Source Used In Cisco Unified Contact Center Enterprise and Packaged Contact Center Enterprise 11.0(1) 30-Jul-2015 (PDF - 17 MB)

• Cisco Unified Contact Center Enterprise 10.5(3)

  • Cisco_Unified_Contact_Center_Enterprise__v1_0_2 30-Nov-2016 (PDF - 7 MB)

• Cisco Unified Contact Center Enterprise 10.5(1)

  • Open Source Used In Cisco Unified Contact Center Enterprise, Packaged, and Hosted 10.5(1) 03-Jun-2014 (PDF - 7 MB)

Referencias Técnicas

• Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.5(1) 17-Jun-2020
• Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) 13-May-2020
• CTI Server Message Reference Guide(Protocol Version 24) for Cisco Unified Contact Center Enterprise, Release 12.6(1) 19-Mar-2020
• Cisco Unified ICM ACD Supplement for Avaya Communication Manager, Releae 12.5(1) 04-Feb-2020
• CTI Server Message Reference Guide (Protocol Version 23) for Cisco Unified Contact Center Enterprise, Release 12.5 31-Jan-2020
• Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1) 21-Nov-2019
• Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 11.5(1) 27-Feb-2019
• Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 11.6(1) 27-Feb-2019
• CTI Server Message Reference Guide (Protocol Version 22) for Cisco Unified Contact Center Enterprise, Release 12.0(1) 11-Jan-2019
• Cisco Unified ICM ACD Supplement for Avaya Communication Manager, Release 12.0 11-Jan-2019
• Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise, Release 11.0(1) 09-Nov-2018
• Database Schema Handbook for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 10.5(1) 09-Nov-2018
• Cisco Unified ICM ACD Supplement for Avaya Communication Manager, Release 11.5(1) 18-Apr-2018
• CTI Server Message Reference Guide (Protocol Version 21) for Cisco Unified Contact Center Enterprise, Release 11.6(1) 24-Aug-2017
• CTI Server Message Reference Guide (Protocol Version 20) for Cisco Unified Contact Center Enterprise, Release 11.5(1) 10-Aug-2016

Roadmaps de Documentación

• Cisco Unified Contact Center Enterprise 12.6(1)

  • Cisco Unified Contact Center Enterprise Documentation Guide, Release 12.6(1) 11-May-2021

• Cisco Unified Contact Center Enterprise 12.5(1)

  • Cisco Unified Contact Center Enterprise Documentation Guide, Release 12.5(1) 05-May-2020

• Cisco Unified Contact Center Enterprise 12.0(1)

  • Cisco Unified Contact Center Enterprise Documentation Guide, Release 12.0(1) 12-Dec-2018

• Cisco Unified Contact Center Enterprise 11.6(1)

  • Cisco Unified Contact Center Enterprise Documentation Guide, Release 11.6(1) 24-Aug-2017

• Cisco Unified Contact Center Enterprise 11.5(1)

  • Cisco Unified Contact Center Enterprise Documentation Guide, Release 11.5(1) 10-Aug-2016

• Cisco Unified Contact Center Enterprise 11.0(1)

  • Cisco Unified Contact Center Enterprise Documentation Guide, Release 11.0(1) 26-Aug-2015

• Cisco Unified Contact Center Enterprise 10.5(1)

  • Cisco Unified Contact Center Enterprise Documentation Guide, Release 10.5(1) 01-Jul-2014

Diseño

Guías de Diseño

• Cisco Unified Contact Center Enterprise 12.6(1)

  • Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 12.6(1) 20-Apr-2020

• Cisco Unified Contact Center Enterprise 12.5(1)

  • Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 12.5(1) 14-Feb-2020

• Cisco Unified Contact Center Enterprise 12.0(1)

  • Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 12.0(1) 22-Mar-2019

• Cisco Unified Contact Center Enterprise 11.6(1)

  • Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 11.6 22-Mar-2019

• Cisco Unified Contact Center Enterprise 11.5(1)

  • Solution Design Guide for Cisco Unified Contact Center Enterprise, Release 11.5 03-May-2018

• Cisco Unified Contact Center Enterprise 11.0(1)

  • Cisco Unified Contact Center Enterprise Design Guide, Release 11.0(1) 16-Nov-2015

• Cisco Unified Contact Center Enterprise 10.5(1)

  • Cisco Unified Contact Center Enterprise Design Guide, Release 10.5(1) 12-Feb-2016
• IPIVR_PG_to_ICM_CC_Bandwidth_Calculator_V1_1 22-Apr-2014
• UCCE Central Controller Private Network & DMP Path Public Bandwidth Calculator 21-Apr-2014

Instalación y Actualización

Guías de Instalación y Actualización

• Pre-installation Planning Guide for Cisco Unified Intelligent Contact Management, Release 12.6(1) 20-Apr-2021
• Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 11.5(1) 17-Sep-2020
• Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.5(1) 26-Jun-2020
• Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.6(1) 17-Jun-2020
• Staging Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) 11-Apr-2020
• CTI OS System Manager Guide for Cisco Unified ICM, Release 12.5(1) 06-Feb-2020
• CTI OS System Manager Guide for Cisco Unified ICM, Release 12.6(1) 06-Feb-2020
• Staging Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5(1) 04-Feb-2020
• Pre-installation Planning Guide for Cisco Unified Intelligent Contact Management, Release 12.5(1) 04-Feb-2020
• Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Release 12.0(1) 16-Jul-2019
• Windows Server and SQL Server Upgrade for Unified CCE 05-Jul-2019 (PDF - 1 MB)
• CTI OS System Manager Guide for Cisco Unified ICM, Release 12.0(1) 04-Jul-2019
• Pre-installation Planning Guide for Cisco Unified Intelligent Contact Management, Release 12.0(1) 11-Jan-2019
• Staging Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1) 19-Dec-2018
• Staging Guide for Cisco Unified ICM/Contact Center Enterprise, Release 11.5(1) 29-Aug-2018

Notas Técnicas de Instalación y Actualización

• Cisco Unified Contact Center Enterprise 12.5(1)

  • Instalación y migración a OpenJDK en CCE 12.5(1) 09-Feb-2022

• Cisco Unified Contact Center Enterprise 12.0(1)

  • CCE 12.0: Información sobre Parche Obligatorio y Re-Giro de Antiguos ES 12-Sep-2019
• Reinstalación del servicio SNMP 19-Jun-2013
• Cisco unificó al administrador de la interacción de la red y del email: Incapaz de instalar o de configurar los componentes secundarios de la red/de la aplicación y del archivo 26-Sep-2008

Configuración

Feature Guides

• Cisco Unified Contact Center Enterprise 12.6(1)

  • Cisco Unified Contact Center Enterprise Features Guide, Release 12.6(1) 05-Jul-2020

• Cisco Unified Contact Center Enterprise 12.5(1)

  • Cisco Unified Contact Center Enterprise Features Guide, Release 12.5(1) 25-Jun-2020

• Cisco Unified Contact Center Enterprise 12.0(1)

  • Cisco Unified Contact Center Enterprise Features Guide, Release 12.0 19-Jul-2019

• Cisco Unified Contact Center Enterprise 11.6(1)

  • Cisco Unified Contact Center Enterprise Features Guide, Release 11.6(1) 08-Sep-2020

• Cisco Unified Contact Center Enterprise 11.5(1)

  • Cisco Unified Contact Center Enterprise Features Guide, Release 11.5(1) 27-Jan-2017

• Cisco Unified Contact Center Enterprise 11.0(1)

  • Cisco Unified Contact Center Enterprise Features Guide Release 11.0(1) 17-Nov-2015

• Cisco Unified Contact Center Enterprise 10.5(1)

  • Cisco Unified Contact Center Enterprise Features Guide Release 10.5(1) 04-Jun-2014

Guías de Configuración

• Configuration Guide for Cisco Unified ICM-Contact Center Enterprise-Release 12.6(1) 10-May-2021
• Port Utilization Guide for Cisco Unified Contact Center Solutions, Release 11.6(1) 03-Aug-2020
• Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) 09-Jul-2020
• Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5(1) 02-Apr-2020
• Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) 31-Mar-2020
• Port Utilization Guide for Cisco Unified Contact Center Solutions, Release 12.6(1) 09-Mar-2020
• Port Utilization Guide for Cisco Unified Contact Center Solutions, Release 12.5(1) 09-Mar-2020
• Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5 06-Feb-2020
• Configuration Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5(1) 05-Feb-2020
• Serviceability Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1) 21-Nov-2019
• Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1) 16-Jul-2019
• Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 11.6(1) 12-Apr-2019
• Security Guide for Cisco Unified ICM/Contact Center Enterprise, Release 11.5(1) 12-Apr-2019
• Configuration Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1) 11-Jan-2019
• SNMP Guide for Cisco Unified ICM/Contact Center Enterprise,Release 12.0(1) 11-Jan-2019

Guías de Programación

• Cisco Unified Contact Center Enterprise 12.6(1)

  • Cisco Unified Contact Center Enterprise Developer Reference, Release 12.6(1) 24-Jun-2020
  • CTI OS Developer Guide for Cisco Unified ICM, Release 12.6(1) 16-Feb-2020
  • Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICM/CCE 12.6(1) 06-Feb-2020

• Cisco Unified Contact Center Enterprise 12.5(1)

  • Cisco Unified Contact Center Enterprise Developer Reference, Release 12.5(1) 07-Apr-2020
  • CTI OS Developer Guide for Cisco Unified ICM, Release 12.5(1) 16-Feb-2020
  • Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICM/CCE 12.5(1) 06-Feb-2020

• Cisco Unified Contact Center Enterprise 12.0(1)

  • Cisco Unified Contact Center Enterprise Developer Reference, Release 12.0(1) 04-Jul-2019
  • CTI OS Developer Guide for Cisco Unified ICM, Release 12.0(1) 11-Jan-2019
  • Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICM/CCE 12.0(1) 11-Jan-2019

• Cisco Unified Contact Center Enterprise 11.6(1)

  • Cisco Unified Contact Center Enterprise Developer Reference, Release 11.6(1) 15-Nov-2018
  • CTI OS Developer Guide for Cisco Unified ICM/Unified Contact Center Enterprise, Release 11.6(1) 24-Aug-2017
  • Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICM/CCE 11.6 24-Aug-2017

• Cisco Unified Contact Center Enterprise 11.5(1)

  • Cisco Contact Center Gateway Deployment Guide for Cisco Unified ICM/CCE 11.5 03-Oct-2016
  • Cisco Unified Contact Center Enterprise Developer Reference, Release 11.5(1) 10-Aug-2016

• Cisco Unified Contact Center Enterprise 11.0(1)

  • Cisco Unified Contact Center Enterprise Developer Reference Release 11.0(1) 27-Aug-2015

• Cisco Unified Contact Center Enterprise 10.5(1)

  • Cisco Unified Contact Center Enterprise Developer Reference Release 10.5(1) 05-Jun-2014

Notas Técnicas y Ejemplos de Configuración

• Configurar las respuestas del agente CCE y las transcripciones de llamadas 04-Feb-2022
• Configuración del proxy NGINX para la integración con una solución de ayuda de agente 05-Oct-2021
• Configuración y resolución de problemas de la transferencia de red CVP 30-Sep-2021
• Configuración de respuestas de agente y transcripciones de llamadas para CCE 12.5 29-Sep-2021
• Configuración y resolución de problemas de voz de CCE Virtual Assistant 29-Sep-2021
• Configure el proveedor de identidad para Cisco Identity Service para habilitar SSO 24-Aug-2021
• Configuración del nombre alternativo del asunto de varios servidores firmado por CA en sistemas CVOS 27-Oct-2020
• Encuesta diferida sobre la gestión de la experiencia de Webex (WxM) con la solución de UCCE 15-Jul-2020
• Configuración del ID de usuario de cumplimentación automática en la página de inicio de sesión de AD FS para UCCE SSO 19-Jun-2019
• Configure el nombre de dominio predeterminado y el supervisor multiPG en Cisco CCE 12.X 19-Jun-2019
• Configuración de la autorización local de UCCE 12.0(X) 19-Jun-2019
• Configuración de respuestas y enlaces rápidos de chat empresarial y correo electrónico (ECE) 06-Dec-2018
• Configuración del agente móvil en UCCE 27-Jun-2018
• Flujo de llamada completo de la configuración UCCE 11.6 con SIP/TLS (CA firmó) 25-Apr-2018
• La red CUCM basó la grabación para los agentes móviles 09-Apr-2018

Mantenimiento y Funcionamiento

Guías de Mantenimiento y Funcionamiento

• Cisco Unified Contact Center Enterprise 12.6(1)

  • Administration Guide for Cisco Unified Contact Center Enterprise, Release 12.6(1) 01-May-2020

• Cisco Unified Contact Center Enterprise 12.5(1)

  • Administration Guide for Cisco Unified Contact Center Enterprise, Release 12.5(1) 11-Jun-2020

• Cisco Unified Contact Center Enterprise 12.0(1)

  • Administration Guide for Cisco Unified Contact Center Enterprise, Release 12.0(1) 07-Nov-2018

• Cisco Unified Contact Center Enterprise 11.6(1)

  • Administration Guide for Cisco Unified Contact Center Enterprise, Release 11.6(1) 27-May-2018

• Cisco Unified Contact Center Enterprise 11.5(1)

  • Administration Guide for Cisco Unified Contact Center Enterprise, Release 11.5(1) 13-Dec-2016

• Cisco Unified Contact Center Enterprise 11.0(1)

  • Administration Guide for Cisco Unified Contact Center Enterprise, Release 11.0(1) 26-Aug-2015

• Cisco Unified Contact Center Enterprise 10.5(1)

  • Administration Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 10.5(1) 04-Jun-2014

Guías para el Usuario Final

• Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.6(1) 12-May-2021
• Reporting Concepts for Cisco Unified ICM-Contact Center Enterprise Release 126.1 10-May-2021
• Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise, Release 12.5(1) 27-Aug-2020
• Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise, Release 12.0(1) 27-Aug-2020
• Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.6(1) 11-Jun-2020
• Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 12.5(1) 07-May-2020
• Cisco Unified Contact Center Enterprise Reporting User Guide, Release12.6(1) 19-Apr-2020
• Outbound Option Guide for Unified Contact Center Enterprise, Release 12.6(1) 23-Mar-2020
• Cisco Unified Contact Center Enterprise Reporting User Guide, Release12.5(1) 03-Feb-2020
• CTIOS Supervisor Desktop User Guide 31-Jan-2020
• Cisco Finesse Agent and Supervisor Desktop User Guide, Release 12.5(1) 30-Jan-2020
• Cisco Unified Contact Center Enterprise Reporting User Guide, Release 12.0(1) 10-May-2019
• Outbound Option Guide for Unified Contact Center Enterprise, Release 12.5 18-Feb-2019
• Cisco Finesse Agent and Supervisor Desktop User Guide Release 12.0(1) 19-Dec-2018
• Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Release 11.6(1) 20-Nov-2018

Notas Técnicas de Mantenimiento y Funcionamiento

• Cisco Unified Contact Center Enterprise 11.0(1)

  • Cómo eliminar y agregar una base de datos en el servidor UCCE AW 29-Jul-2019
• Introducción a las mejoras de seguridad de UCCE 12.5 22-Apr-2020
• Característica de la prevención de fraude de cargos de llamada en la versión del IOS 15.1(2)T 29-Jul-2010

Solución de problemas

Notas Técnicas de Troubleshooting

• Comprender el impacto de la vulnerabilidad de Apache Log4j en la solución Cisco Contact Center 14-Jan-2022
• Actualización de la solución Unified CCE 12.0(1) con Windows 2016 y SQL 2017: procedimiento común de actualización de la tierra 03-Aug-2021
• Supervisar el estado de los puertos del marcador enlazado 15-Jul-2021
• Solución de problemas de UCCE SSO Integration con Azure IdP 28-Apr-2021
• Unified Contact Center Enterprise Diagnostic Portico no enumera los procesos ni los servicios 11-Feb-2021
• Error al actualizar UCCE Tomcat 01-Feb-2021
• Cómo Realizar el Cálculo del Nivel de Servicio para los Tipos de Llamadas 15-Nov-2020
• Solución de problemas de paso MTP de Cisco UCCE Mobile Agent 23-Oct-2020
• Aprovisionamiento de Google CCAI con CCE 07-Aug-2020
• Solución de problemas de PCCE 12.x SPOG que no representa el gadget ECE 24-Jul-2020
• Cómo cambiar el valor Tiempo máximo en cola en el router ICM. 23-Jul-2020
• Finesse Thirdparty Client Integration con SSO 11-Jun-2020
• Resolución de Problemas de Disponibilidad de Agente PQ y Prioridad de Atributos 24-Apr-2020
• Intercambiar certificados autofirmados en una solución UCCE 24-Apr-2020
• Comprensión del consumo de CCE Smart License Agent 22-Apr-2020

Support FAQ

• Configuraciones útiles de la traza para la herramienta de la readaptación del Cisco Unified Contact Center Enterprise 23-Mar-2017
• Preguntas frecuentes sobre UCCE: ¿Cómo se reprograma una devolución de llamada personal cuando el cliente no responde? 14-Jun-2013

Documentación

Folletos

• Cisco Customer Contact Software Policy for Using Microsoft Security and Software Updates on Products Deployed on a Retail Installation of Windows Operating System 12-May-2022

White Papers

• Work-from-Home Solution Deployment Guide White Paper 09-Jul-2020
• Cisco Customer Virtual Assistant White Paper 22-Mar-2020