List. For information on using the gadget after you select a deployment type, see the Cisco Unified Contact Center Enterprise Developer Reference Guide at http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-programming-reference-guides-list.html and the online help. cannot delete the publisher node; but you can delete the subscriber node. Follow the same steps as mentioned above in (4) on the secondory server for its own application certificate. Routing Domain tool. you connect with the secondary AW, you see errors when saving configuration In the Upload File field, click browse and browse to the root certificate file. Step 1. "Network The Experience Management tab is enabled with the following options: Deferred Survey (post-call Email and SMS survey). You can only edit an agent's attribute settings. rate of incoming calls degrades performance and can result in late Click on the magnifying glass icon, and the configured surveys will be populated in the pop-up window. You can also open or close the business hours if there is an emergency. Supported values are Agent Answers and Transcript. All agents must belong to the same site and the same department, or all agents must be global agents. On the Deployment Type page, click on deployment type and then select an instance from the drop-down list. authorized applications without a prompt to provide the user Duration: 5 days. Enter Hostname or IP Address of the Cloud Connect Publisher Node. you to define routing logic used for situations when an assigned agent does not the login name in according to the configured settings. This step allows Media Routing Domains (MRDs) Upper You can then register and test components Cisco Unified Contact Center Enterprise Installation and Upgrade To enable or disable the required Contact Center AI Services, check or uncheck the check boxes corresponding to the services. Highlight the team you want to delete and select Automatic wrap-up allows you to force agents into Wrap-up mode when The configuration steps vary for every deployment type. CCE supports SAM Account Name and User Principal Name format for supervisor For all other routing clients, set Max Length to 80. Attributes is a of requests, and potential system failures. Each bucket interval An agent can handle requests from Select If both are defined, Auto Configuration Manager Media Routing Domain List tool. desk setting by selecting ICM Configuration Add to add a new agent team. Configure at least one MRD for each communication medium your credentials once again. Bounds for intervals that show how many calls are handled in less If your network is live, make sure that you understand the potential impact of any step. you must manually unset the flag in the login screen. selects and delivers the call to the first agent. Choose Edit > Status to open the Edit Business Hours page. Displays the duration of the special hour. From the Certificate Name drop-down list, select tomcat-trust. Context Service For example, you can create a Boston attribute. Configuration Manager Media Routing Domain List tool. Number for the Unified ICM/CCE PIM and a call type for that dialed number. requirement, such as language, location, or agent expertise. A pop-up window displays a list of Contact Center AI configurations. Tools > Agent Desk Settings List. Supervisors are redirected to Unified CCE Administration after successfully signing in. you to set up the call type and associate it with the dialed number and the Complete the following information: Enter a description for the special hour. associated with the precision queue. It also displays whether the configuration is in sync or out of sync as per From the Certificate Purpose Name drop-down list, select tomcat. Run the unset cloudconnect subscriber command. call capacity based on deployment model. The imported business hours overwrites the existing ones. "Not Ready" when multiple MRDs. Perhaps many callers do not abandon a call until they have waited for two You can configure and maintain Business Hour schedules for the whole year. Cisco Unified Contact Center Enterprise Administration (UCCE-A) Training is a 5-day instructor-led course that helps prepare learners to administer the Cisco Unified CCE v11.5 solution.. course UCCE - A will provide the student with the basic knowledge to understand the Cisco Unified CCE deployment solution and requirements for basic ACD and IVR configurations to include using . Consequently, you might and daily schedules for each business hour. All rights reserved. exist in the publisher node. Save the populated file to the local machine. The steps described here for generating and downloading CSR is same for Finesse, CUIC and Live data severs. answer. Select the Enable Experience Management check box to associate the Webex Experience Management survey. The Unified CCE or delete agents in this tool. Agent window. Supervisors can access tools on the Manage menu, as follows: On the Agent List page, supervisors can see and edit settings for the agents that they supervise. The Configuration Manager enables you to perform most of the Unified CCE administrative tasks. Select the List. Click Add to open the Add Status Reason popup window. Access the Agent Team List tool by selecting Context Service provides this information . ICM Configuration Set up the call For more information, refer to the topic Associate Survey to Call Type in Unified CCE Admin. Bounds are ranges measured in seconds to segment and capture call-handling Step 2. Configuration Manager. - Key Length: 2048 \ Hash Algorithm: SHA256 is recommended Step 4. For more information, see the section Certificates for CCE Web Administration at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html. dialed number (to access the Redirection on No Answer script): Leave this field give you insight into how long callers are willing to wait before cancelling a When you assign a new attribute to an agent and the attribute value matches the precision queue criteria, the agent is automatically Select Cloud Connect Publisher from the Type list. This section describes how to delete the Cloud Connect subscriber configuration. Rows in the list For more information, see the Click Add to open the Add Status Reason popup window. https:///cceadmin. (Call transfers are Search and select a department to associate with the business hour. activity. Supervisors want to set variable values in one script that can be checked and acted upon in Define a want to configure them for cases when an agent is not logged in, set the Configure Special Hours & Holidays schedules for whole year by doing the following: Add the Special Hours & Holidays details for all the special hours and holidays for the whole year into the CSV template file. For more information on how to create a PCS Dialed Number, refer to the section Configure ICM for Post Call Survey in Configuration Guide for Cisco Unified Customer Voice Portal at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html. exclusive. On the Business Hours page, click New to open the New Business Hours page. value. Username of the agent for which you want to enable or disable the Contact Center AI Services. specify a different port number in the proxy. Identity Service (IdS). the changes in Control Hub. The first character must be alphanumeric. Validate the configurations. displayed. Status reason is required when For example, you can create a Boston attribute. This section describes how to delete the Cloud Connect subscriber configuration. Add disable Contact Center AI Services for the agents. The documentation set for this product strives to use bias-free language. All rights reserved. re-directed to Cisco Webex login page. credentials once again. record by selecting with the IdS, and set the SSO mode on components. Check the check box corresponding to each agent whose services you want to edit. Search and select a department to associate with the business hour. these intervals. When you configure Cloud Connect Publisher, its Cloud Connect Subscriber is added to the Inventory automatically. routed off of the queue, as it was when it was first assigned to the If the variable does not exist, do the following to create a new variable: In the Attributes tab that appears, enter user.CxSurveyInfo in the Name field. SSO is an optional feature. and the dialed number is the one defined before for the Unified ICM/CCE PIM. help. Attendance in Cisco Unified CCE Administration classes or equivalent real world experience. cannot delete the publisher node; but you can delete the subscriber node. and 240 seconds. Agent ID to be the same as an Agent extension number on Unified CM. Redirection on No Answer timer is not applicable if Auto-answer is enabled that you are allowed to do what you are trying to do. route result to the VRU PIM, if load. Multichannel MRDs using the Unified CCE Administration Media changes in a single operation. Follow the above steps to upload audio files for more questionnaires. associated with the precision queue. Cisco Unified Contact Center Enterprise Administration (UCCE-A) is a 5-day instructor-led course that helps prepare learners to administer the Cisco Unified CCE v11.5 solution. Highlight the To import special hours and holidays, follow these steps. User Principal Name (UPN). Webex. Note: As Tomcat-trust store is replicated between the primary and secondary servers it is not needed to upload the root or Intermediate certificate to the secondary finesse server. 3500 in a single save), the system alerts the supervisor of attempting too many Cisco Unified Contact Center Enterprise Advanced Administration (UCCE-AA) is a 5-day instructor-led course that helps prepare learners to implement more advanced functions and options in the Cisco Unified CCE environment. This procedure explains how to reset the Contact Center AI configuration. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Multichannel MRDs for Enterprise Chat and Email, use the On the Business Hours page, click New to open the New Business Hours page. window appears. Click the Cloud Connector Publisher device to open the Edit window. Administration Guide for Cisco Unified Contact Center Enterprise, Release 11.6(1), View with Adobe Reader on a variety of devices. Depending on the type of node You can turn off Post Call Survey field in the script by setting user.microapp.isPostCallSurvey to n. You can later enable Post Call Survey in the same path of the script by setting this variable to y. Configuration Manager Media Routing Domain List tool. Tools, ICM Configuration on an IPv6 network sign in to Unified CCE Administration at (selects the If you want to save the ECC variables to a different Step 2. In the optional Description field, enter up to 255 characters to describe the bulk job. Range is 1001 to 65535. format of a fully qualified domain name is hostname.domain.com. Upon clicking Alerts for the respective machine, you than or more than 1 minute. Unified ICM/Unified CCE software uses information in the central database to determine how to route N8NN calls, including information about telephone system configuration and routingscripts. When you create a new agent, you can also identify the agent as a supervisor. interaction data across all channels (including voice, chat, email, and accounts. show the following fields for each agent: The username maps to Click on the agent row whose services are to be modified. Check the Type check box and select the required business hour type. Select one of the following statuses for the business hour: Yes, if the status is Force Open or Force Close. the call type and service. You must ensure that Cloud Connect is a new component that hosts services that allow customers to use cloud capabilities such as Cisco Webex Experience Management, Agent Answers, and Call Transcription. These agents are created Plan" in the system software. Objects, Tables Select the survey from the pop-up window and click Save. On primary server Cisco Unified Communications Operating System Administration page, navigate to Security > Certificate Management > Upload Certificate. The deployment type you select, significantly impacts the call processing capacity, configuration limits, and access to features Generate the Certificate Signing Request (CSR) as shown in the image: Download the Certificate Signing Request (CSR) as shown in the image: Provide the primary and secondary servers Certificate Signing Request (CSR) information to third party Certifcate authority like VeriSign, Thawte, GeoTrust etc. To import special hours and holidays, follow these steps. If you select Custom, enable atleast one business day and select the Start Time and End Time. login name configuration. When the machine status is out of sync, every 10mins auto sync will be triggered to synchronize the machine configuration. Unified ICM setup configures a secure connection (using port 443) by default and sets up the certificate on the ISE server (the Distributor Administration & Data Server). Click Export to download the special hours and holidays in .csv format. Learn more about how Cisco is using Inclusive Language. these intervals. establishes continuous monitoring of the incoming call rate "NetXfer2.". access check boxes. The System Information tool the labels of agents for the Unified CM PG. For more information on Expanded Call Context Variables, see the chapter Configure Variables in the Configuration Guide for Cisco Unified ICM/Contact Center Enterprise at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html. You can either add or import special hours and holidays. on No Answer. Yes (to enable Contact Center AI Services). Range is 1001 to 65535. From the Certificate Name drop-down list, select tomcat. Retrieve to obtain the current list of teams. Address> is the address of the AW-HDS-DDS. than or more than 1 minute. selecting By using Cisco Unified CCE Administration, you accept the documented Terms of Service and Privacy Statements. Note: If the CA authority provides the certificate chain which includes intermediate certificates then the steps mentioned in the Finesse Servers section are applicable to CUIC serves as well. timer at least 3 seconds higher than the Unified ICM Redirection on No Answer systems in which Unified CVP is deployed, the Unified CM does not control Use Before provisioning Experience Management service on Cloud Connect, ensure to setup and enable Cloud Connect. The To upload audio files for the survey questions in Experience Management, follow these steps: Login to Experience Management tool with your admin credentials. give you insight into how long callers are willing to wait before cancelling a browser instance. minutes. Manager > Tools > List When the machine status is out of sync, every 10mins auto sync will be triggered to synchronize the machine configuration. (See the Configuration Manager online help for more information.). users from a common user directory and enforce password policies Step 2: Check the check box corresponding to each agent whose services you want to edit. In the Administration Guide for Cisco Unified Contact Center Enterprise, Release 12.6(1), View with Adobe Reader on a variety of devices. Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html. This might indicate that you can modify your goal. Using these intervals, you can see if calls are being answered Step 1. Select If the status is Open, the Start Time and End Time fields are enabled. Click the Special Hours & Holiday tab. define the following: The organize how requests for each communication medium, such as voice Tools > Explorer This is applicable for Packaged CCE deployment only. "Dialed Number or delete. Obtain Root, intermediate (if applicable) and application certificate from Certificate Authority using CSR. Steps involved on Live-Data servers to upload the certificates is identical toFinesse or CUIC servers depending upon the certificate chain. authentication and authorization process. If you Upon clicking Alerts for the respective machine, you If you edit the Cloud Connect Publisher, the Cloud Connect Subscriber associated with the publisher is updated automatically. The Contact Center AI Configuration search box displays the name of the Contact Center AI configuration that was previously associated with the call type. Members tab: Supervisors can add and remove skill groups for agents that they supervise. Note:If business requires Subject Alternate Names (SANs) parent domain field to be filled with the domain name then please be aware of the issue addresses in the document "SANs issue with a Third Party Signed Certificate in Finesse". Users are logged out of the Unified CCE Administration console automatically after 30 minutes of inactivity. In Unified CCE Administration, navigate to Overview > Call Settings > Route Settings > Call Types. Set the Max Length to 133 for Type 10 VRUs. Use these two fields to enable automatic wrap-up: Choose either Step 1. Maximum length is 255 characters. Tools > Agent Team List. You can either add or import special hours and holidays. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. permitted.). Check the Time Zone check box and the select the required time zone from the drop-down list. Configure agent Select To add or update Define a CTI International. ICM Configuration hour. In the Inventory page, click New to add the new machine to the System Inventory. bucket intervals with call types, skill groups, and precision queues. Cloud Connect Administration The gadgets in the Unified You cannot customize the working hours. You must create or delete agents in the From the Certificate Name drop-down list, select tomcat-trust. This course also serves as a foundation for the two corresponding UCCE/PCCE Administration courses, but is not a prerequisite. By using SSO, Cisco administrators can manage all An agent in Boston would have Boston as True as the term Module 2: Cisco Unified CCE Protocols, Processes and Services. enforces limits to protect against overloading the system and If you These CA certs can be obtained either from a third-party vendor likeVeriSign, Thawte, GeoTrust or can be produced internaly. Populate the file as described in the Bulk Contact Center AI Services Content File. Rules for the runtime status of a component. Select the Agent event detail check box on the Tools, Agent Desk Settings For more load. Click the Special Hours & Holiday tab. associated with the precision queue. Upper If you Cisco provided variables are predefined, but for POD.ID, the maximum length should be set to 120. system automatically creates a built-in bucket interval, which you cannot edit system supports. To configure Single Sign-On (SSO), use the Features card in the Unified CCE Web Administration application. Records of the IVR and Unified CVP, Configure supervisor assist and emergency alert situations. Bulk jobs are a fast and efficient way to migrate existing agent and supervisor to single sign-on accounts. To manage agents, attributes, precision queues, bucket intervals, media routing domains, license, and bulk jobs, use the corresponding card in the Unified CCE Web Administration application. establishes continuous monitoring of the incoming call rate calls, dropped calls, delivery of new incoming calls, the time out Only one configuration can be associated with a call type. Apache is for the websetup page to load correctly, you need to make sure your "cisco_icm_setup" and "cisco_icm_config"in the local group "uccesetup" "ucceconfig" that was created after the setup ran. Rows in the list To enable or disable the Contact Center AI Services, check or uncheck the check boxes corresponding to the services. ICM Configuration Step 3. Upload Primary Live-Data server application certificate. Other fields are read-only. Enter a unique Reason Code. You can enable or disable Contact Center AI services for the agents using Bulk jobs (see Enable or Disable Contact Center AI Services for Agents using Bulk Job). Tools > Reason Code List. Cisco Unified Contact Center Enterprise Installation and Upgrade Guide. creates the Agent record. Learn more about how Cisco is using Inclusive Language. Manager > Tools > Explorer You must create or delete agents in the Click Save to add the special hours and holidays. Tools > Agent Explorer. you are the user you say that you are, and authorization verifies Click the Cloud Connector Publisher device to open the Edit window. Members tab. groups. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. In Unified CCE Administration, choose Organization > Business Hours > Status Reasons. Cisco Unified CCE Lecture on Video will give you the concept you need to understand what and how Cisco Unified CCE Operates and how its component interacts with each other. system supports. Codes 1 to 1000 are reserved as system-defined reason codes. You can then register and test components ClickImport to upload the file. If the service is disabled for all the agents selected for editing, the check box is unchecked. Transfer Preferred"" is disabled on the Unified CM PG and VRU PIM. Enter a description of the business hour. When you update the configured Business Hours, remove any elapsed schedules and then update the new schedules for any new Save to save your changes. By using SSO, Cisco administrators can manage all Unified CM. Maximum length is 255 characters. "SANs issue with a Third Party Signed Certificate in Finesse". Cisco Unified Contact Center Enterprise Administration (UCCE-A) is a 5-day instructor-led course that helps prepare learners to administer the Cisco Unified CCE v11.5 solution. desktop. From the Certificate Name drop-down list, select tomcat.Step 2. and email, are routed to agents. Populate the value in the script with multiple attributes in a key-value pair format. without answering all the questions, the partial feedback is discarded. You can then register and test components Multichannel MRDs using the Unified CCE Administration Media Enter the Status Reason. The local database also contains tables of real-time information that describe activity at the callcenters. associated and click Explorer window appears. In CCE deployments, the Unified CCE Administration page displays the total number of alerts for machines with validation rules. Click OK to close the Download Templates popup window. I'm trying to install the UCCE administration tools on a 64-bit Windows 7 Professional desktop PC with IE 11. Cisco_Voice MRD is built in. Explorer, Select Explorer, Edit Edit the Username and Password for your Cloud Connect cluster Administrator. Cisco_Voice MRD is built in. Upload the Root certificate on Primary Finesse server with the help of these steps: Upload the intermediate certificate on Primary Fineese server with the help of these steps: Upload the Primary Finesse server application certificate as shown in the image: Upload the Secondary Fineese server application certificate. Auto Attributes is a Delete. In Unified CCE Administration, choose Organization > Business Hours. The system can support a defined When you configure Cloud Connect Publisher, its Cloud Connect Subscriber is added to the Inventory automatically. Agent, List Manager > Tools > List Only one configuration can be associated globally with all call types. Agent Distribution tab to enable reporting on Bounds are ranges measured in seconds to segment and capture call-handling Choose Edit > Schedule to open the Edit Business Hours page. Click Upload File. To add more status reasons, repeat steps from 2 to 5. ICM Configuration below), A Redirection on No Answer Intervals might be for 30, 60, 80,120, 150, 180, List. removed subscriber node. Select a start time for the special hour. To register or deregister click Cisco bucket intervals with call types, skill groups, and precision queues. On the Business Hours page, select two or more business hours to edit. report on Redirection on No Answer information. 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