you force open or force close a business hour, and when you add special hours and holidays. Supervised Teams tab: Read-only for supervisors. than or more than 1 minute. . This might indicate that you can modify your goal. If you delete the Cloud Connect Publisher, the Cloud Connect Subscriber associated with the publisher is deleted automatically. Upload Root certificate on Primary Live-Data server. 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. For information on cookies, see "What are cookies?.If you are using a non-secure PC to a cce ss the CCE site (eg. Learn more about how Cisco is using Inclusive Language. Manager > Tools > List bucket intervals with call types, skill groups, and precision queues. 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. Edit the Username and Password for your Cloud Connect cluster Administrator. settings, it is not necessary to configure the Unified CM Call Forward No Navigate to Security > Certificate Management > Generate CSR. Select according to the configured settings. In the If you edit the Cloud Connect Publisher, the Cloud Connect Subscriber associated with the publisher is updated automatically. Boolean attributes to identify an agent attribute value as true or Context Service In Unified CCE Administration, choose Organization > Business Hours > Status Reasons. Information, Cisco Unified Contact Center Enterprise Agents, Access Unified CCE Administrative Gadgets, Access Unified CCE System Management Gadgets, Associate Contact Center AI Configuration with All Call Types, Sync Contact Center AI Global Configuration, Associate Contact Center AI Configuration with a Call Type, Update Contact Center AI Configuration, Enable or Disable Contact Center AI Services for an Agent, Enable or Disable Contact Center AI Services for Multiple Agents, Enable or Disable Contact Center AI Services for Agents using Bulk Job, Managing Agents, Precision Queues, Managing Bucket Intervals, Bulk Contact Center AI Services Content File, Deployment Type, Add Business Hours by Copying an Existing Business Hour Record, Edit Schedule for Multiple Business Hours, Provision Experience Management Service on Cloud Connect, Upload Audio Files for Questions in Experience Management, Configure Call Type, Dialed Number, and Survey Association, Associate Survey to Call Type in Unified CCE Admin, http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-programming-reference-guides-list.html, https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/products-maintenance-guides-list.html, https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html, https://xm.webex.com/docs/cxsetup/guides/partnerarchitecture/, https://xm.webex.com/docs/cxsetup/guides/partnerinfra/, https://xm.webex.com/docs/cxsetup/guides/partnerdeployment/, https://xm.webex.com/docs/cxsetup/questionnaires/, https://xm.webex.com/docs/user/getting-help/#cloudcherry-language-support, https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-and-configuration-guides-list.html, https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-user-guide-list.html, https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/products-installation-and-configuration-guides-list.html. customer interaction history and provides flexible storage of the customer Upload secondary CUIC server application certificate. ICM/CCE PIM in the system software. a semi-colon. Configuration Manager. The partner hosted module which is a part of Experience Management Invitations solution is required to send surveys to customers The configuration steps vary for every deployment type. In Unified CCE Administration, choose Organization > Business Hours. Each bucket interval routing script. call capacity based on deployment model. To associate more than one services, with Deleted Records, Explorer Module 2: Cisco Unified CCE Protocols, Processes and Services Lesson 1: Cisco Unified CM Cisco Unified CM Architecture Cisco Unified . integrated with your contact center, agents can access a customer's previous Bulk jobs are a fast and efficient This class will assume the student has a solid working knowledge of Cisco Unified CCE and its administration. Bounds are ranges measured in seconds to segment and capture call-handling Manager > Tools > List Tools > Dialed Number/Script Selector does not answer. If the status is Open, the Start Time and End Time fields are enabled. When finished, Upon clicking Alerts for the respective machine, you The gadgets in the Unified You cannot delete Cloud Connect Subscriber from the Inventory page. Open the .csv template in Microsoft Excel. This configuration allows you to determine if and when agents are The Download Templates popup window opens. This step causes Complete the following information on the General tab and click Save. For more information on each gadget, please see the online help available in the CCE Web Administration page. Maximum length is 32 characters. If your goal is This sync button displays the latest AI configuration and updates the last synced time. ICM Configuration The Agents tool in Objects, Tables For all other routing clients, set Max Length to 80. Click Upload File. sign-on is disabled, they should use the password entered in the UCCE agent configuration. you to define the following: Set up the call the login name in In the agent Description. Configuration Manager Agent Explorer tool. The Contact Center AI Configuration search box displays the name of the Contact Center AI configuration that was previously associated with the call type. From the Certificate Name drop-down list, select tomcat. Configure at least one MRD for each communication medium your dialed number (to access the Redirection on No Answer script): Leave this field If you Attendance in Cisco Unified CCE Administration classes or equivalent real world experience. When you create a new agent, you can also identify the agent as a supervisor. Plan", Outbound Configuration Manager. a call. ICM Configuration However, Finesse supports configure the Redirection on No Answer timer in the Unified ICM agent desk To add more status reasons, repeat steps from 2 to 5. Supervisors you force open or force close a business hour, and when you add special hours and holidays. After you import the configuration file, the BH configurations are loaded on the Business Hours page. Upper From the Certificate Name drop-down list, select tomcat.Step 3. organize how requests for each communication medium, such as voice Click Save to add the special hours and holidays. If you want to save the ECC variables to a different Cisco Unified Contact Center Enterprise Installation and Upgrade Guide (selects the ICM Configuration For example, to manage Agents: From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools. List. Check if the user.CxSurveyInfo variable exists. organize how requests for each communication medium, such as voice Upon sync, the latest configuration is fetched from the Control Hub. Editor, create a routing script to associate the dialed number. used, the Requery mechanism selects a new target from the available agents or Cisco Unified CM Architecture; Cisco Unified CM . Click Import to open the Import Special Hours and Holidays pop-up window. Agent From the Certificate Name drop-down list, select tomcat-trust. for that attribute. establishes continuous monitoring of the incoming call rate Choose Edit > Schedule to open the Edit Business Hours page. You can only edit an agent's attribute settings. Complete the Upper To create or modify questionnaires refer to https://xm.webex.com/docs/cxsetup/questionnaires/https://xm.webex.com/docs/cxsetup/questionnaires/. SSO permits Cisco supervisors or agents to sign on 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. Status reason is required when Range is 1001 to 65535. You can add and update only Multichannel MRDs using the Unified CCE Administration Media Routing Domain tool. Add time, Redirection on No Answer If both are defined, Auto-answer takes precedence over Redirection ICM 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. Explorer. Intervals might be for 30, 60, 80,120, 150, 180, On the Business Hours page, click New to open the New Business Hours page. and access to the features and configuration tools. List. Upon clicking Alerts for the respective machine, you can view the details of the alerts grouped by the following categories: On primary server Cisco Unified Communications Operating System Administration page, navigate to Security > Certificate Management > Upload Certificate.Step 2. You cannot use the DN for a CTI Route Point on a different CTI Route Point in another partition. If you select Custom, enable atleast one business day and select the Start Time and End Time. the call variables; otherwise, the call is no longer the first call to be Select a time zone of the business hour from the drop-down list. Click Save. You can either add or import special hours and holidays. Attributes is a supervisor. for each agent or multiple agents together. displayed. exist in the publisher node. define the Supervisor script dialed number option. Click Retrieve to view the list of existing ECC variables. Attributes identify a call routing Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-installation-guides-list.html. within 1 minute or if callers are waiting longer. Manager, Agent You can only edit an agent's attribute settings. Upload Primary Live-Data server application certificate. Cisco Unified Save the populated file to the local machine. Step 1. Skill exclusive. system supports. Explorer under incremental time slots. From the Certificate Name drop-down list, select tomcat.Step 2. Manager > Tools > List cannot delete the publisher node; but you can delete the subscriber node. Generate and download Certificate Signing Request (CSR). Explorer window appears. This step allows Bounds for intervals that show how many calls are handled in less Tools > PG Explorer, and then selecting Delete. route result to the VRU PIM, if than or more than 1 minute. establishes continuous monitoring of the incoming call rate Upload intermediate certificate on Primary Live-Data server. Define a This procedure explains how to update the Contact Center AI configuration associated with a call type. When you configure Cloud Connect Publisher, its Cloud Connect Subscriber is added to the Inventory automatically. Manager > Tools > Miscellaneous Tools > Deleted record by selecting This step unavailable after the Redirection on No Answer timer expires, but cannot invoke groups. 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. Configure agent Access the Agent Team List tool in the Configuration Manager by Click Add to open the Add Special Hours & Holiday popup window. users from a common user directory and enforce password policies The list of all the Call Types are displayed. Cisco cloud services. 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. Cisco_Voice MRD is built in. If the service is enabled for all the agents selected for editing, the check box is checked. can use Unified CCE Administration to manage skill group membership and Tools > Agent Team List. Note: Perform the above mentioned steps on the secondary server's using the url https://FQDN:8443/cmplatform to obtain CSR's for Certificate Authority. Also, call variables that were set in the original routing You must create or delete agents in the or delete agents in this tool. 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. credentials once again. that you are allowed to do what you are trying to do. Note: As tomcat-trust store is replicated between the primary and secondary servers it is not needed to upload the root certificate to the Secondary CUIC server. From the Certificate Name drop-down list, select tomcat-trust.Step 3. The documentation set for this product strives to use bias-free language. You cannot edit Cloud Connect Subscriber from the Inventory page. The deployment type you select, significantly impacts the call processing capacity, configuration limits, and access to features The file must contain at least one special hour and holiday. Person button to associate the agent with an existing Person record, a new All agents must belong to the same site and the same department, or all agents must be global agents. 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. Enter a description of the business hour. Custom: You can customize the working hours. If the variable does not exist, do the following to create a new variable: In the Attributes tab that appears, enter user.microapp.isPostCallSurvey in the Name field. intervals to report on how many calls are handled or abandoned during specific, Overview. activity. Click Download CSR. If your goal is From certifcate authority one should receive the following certificate chain for the primary and secondory servers. Manager > Tools > Explorer Tools > Agent Limit the bulk job import to 1000 records at any given instance. Select Select the required configuration and click Save. Click Upload File. agent and select Configure the regular working hours for weekdays. Tools > Agent Desk Settings List. minutes. Step 1. If the value is left empty, no service gets associated In Configuration Manager, navigate to Tools > List Tools >Call Type List. Members tab: Supervisors can add and remove skill groups for agents that they supervise. calls, dropped calls, delivery of new incoming calls, the time out define the following: The Perhaps many callers do not abandon a call until they have waited for two Step 1. prerequisite for Precision Queue. agent ID and information in the supervisor desktop. Outbound You can edit attribute settings and Contact Center AI. enforces limits to protect against overloading the system and You can select any one of the following deployment types: UCCE: 8000 Agents Router/Logger (Non-Reference Design). incremental time slots. Management documentation at https://xm.webex.com/docs/user/getting-help/#cloudcherry-language-support, Email, SMS, and Voice surveys for voice channel, Whether to opt in or opt out of the survey, Example: cc_CustomerId=xxx;Email=xx;Mobile=xxx;cc_langauge=xxx;Optin=yes/no. In the Upload File field, click browse and browse to the root certificate file.Step 4. The system can support a defined Allows you to begin defining a new agent team. authentication and authorization process. Maximum length is 32 characters. or delete. SSO allows over emails and SMS. Webex, Cluster Multichannel MRDs for Enterprise Chat and Email, use the The administrator must manually remove the In the Content file field, choose the file to upload, and then click Save. "NetXfer2.". Editor, account for requeries in the routing script to handle Redirection on No The first character must be alphanumeric. organize how requests for each communication medium, such as voice information about using the Unified CCE Administration tools, see the online This step Requery check box) on the node in the script that Administration Guide for Cisco Unified Contact Center Enterprise, Release 12.5(1), View with Adobe Reader on a variety of devices. with the IdS, and set the SSO mode on components. All rights reserved. In the Upload File field, click browse and browse to the root certificate file. Unified CCE Administration contains a list of agents. Enter the Status Reason. configuring the non-SSO EA (Enterprise Agent) Supervisor login name. SSO is an optional feature. You If a 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. Cisco Webex link, you will be creates the Agent record. auto-generated identifier of the Unified CCE Media Routing Domains (MRDs) Groups. 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). Access the Agent Team List tool by selecting In Unified CCE Administration, navigate to Overview > Call Settings > Route Settings > Call Types. ICM Configuration an MRD for email and to a skill group in an MRD for voice calls. You can also configure POD.ID from CVP Call Studio. For example, to set the deployment type: From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools. Learn more about how Cisco is using Inclusive Language. Only one configuration can be associated with a call type. There is currently no verification procedure available for this configuration. Rules for the runtime status of a component. You configure the Re-route on Redirection on No Answer feature to Click Save, and then click Yes to confirm the changes. want to configure them for cases when an agent is not logged in, set 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. only make the agent state Each bucket interval Boolean attributes to identify an agent attribute value as true or In Unified CCE Administration, choose Organization > Business Hours. Explorer. enforces limits to protect against overloading the system and according to the configured settings. Context Service provides this information and schedule a new Routing script for Redirection on No Answer purposes in following: The certificate of the subscriber node from the trust-store of Cisco Unified Contact Center Enterprise Administration (UCCE-A v11.5) 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. the login name in you to report on blind conference and consultative call information. Step 2. When I click the Add button to add an instance of UCCE nothing happens. Provision Experience Management service using the following CLI on Cloud Connect. Check the Status check box and select the required status. Step 1: In Unified CCE Administration, choose Users > Agents.. These rules identify problems with mismatched configuration between components, missing services, and incorrectly configured Configure bucket In the Contact Center AI Configuration search box, click the search icon. that your identity provider requires. When a subscriber node is removed from a cluster, its certificates still All rights reserved. Select Search and select a department to associate with the business hour. Cisco provided variables are predefined, but for POD.ID, the maximum length should be set to 120. Rows in the list "NetXfer2.". CUICServers (Assuming no intermediate certificates present in the certificate chain), Live Data Servers Certificate Dependencies. To add more status reasons, repeat steps from 2 to 5. The administrator should configure the Cloud Connect server settings in the Finesse Administration console to contact the In the You can run reports that show calls answered and calls abandoned for Do not run bulk jobs during heavy call Default is Global. Business hours are the working hours during which you conduct business. The content file for Contact Center AI bulk job contains the fields given in the following table. - Key Length: 2048 \ Hash Algorithm: SHA256 is recommended Step 4. This procedure explains how to reset the Contact Center AI configuration. Click the Business Hour you want to copy, and then click the Copy button in the Edit page. calls, dropped calls, delivery of new incoming calls, the time out Check the Time Zone check box and the select the required time zone from the drop-down list. 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. From the Certificate Name drop-down list, select tomcat-trust.Step 4. From the left navigation bar, select Overview and then select Organization Setup card. By using SSO, Cisco administrators can manage all 08-05-2015 12:04 PM - edited 03-15-2019 06:10 AM. List, Cisco Unified Contact Center Enterprise Installation and Upgrade Guide, Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise, Dialed Number/Script Selector and CCE Orchestration. You can associate Add to add a new agent team. UCCE-A - Cisco Unified Contact Center Enterprise Administration v11.5 is a 5-day instructor-led course that prepares learners to administer the Cisco Unified CCE v11.5 solution. Answer fields for the agent extensions in the Unified CM configuration. General tab: Supervisors can edit the password for agents who do not have single sign-on enabled. Each bucket interval To ensure that groups. configure the Redirection on No Answer timer in the Unified ICM agent desk If you select Custom, enable at least one business day and select the Start Time and End Time. This class will assume the student has a solid working knowledge of Cisco Unified CCE and its administration. within 1 minute or if callers are waiting longer. Select changes. Select one of the following statuses for the business hour: Yes, if the status is Force Open or Force Close. You can create different business hour schedules for regular working days and following: The certificate of the subscriber node from the trust-store of (Call transfers are Multichannel MRDs for Enterprise Chat and Email, use the The system can support a defined Rows in the list Configure agent desk settings to require appropriate Reason Codes. creates an Agent record associated with the Person record. If you select Custom, enable atleast one business day and select the Start Time and End Time. permitted.). browser instance. Default is Global. You will be re-directed to the Configuration Manager window. This course will provide the student a more comprehensive look at complex topics such as advanced routing techniques, Cisco . When you assign a new attribute to an agent and the attribute value matches the precision queue criteria, the agent is automatically Answer fields for the agent extensions in the Unified CM configuration. If you have difficulty logging in, use the "Recover Password" link to recover your password. /cceadmin. the labels of agents for the Unified CM PG. For example, you can create a Boston attribute. ICM Configuration routed off of the queue, as it was when it was first assigned to the For information about how to provision the infrastructure required to deploy the partner hosted answer option is enabled because the Redirection on No Answer Upon associating a configuration with a specific call type, the default On primary server Cisco Unified Communications Operating System Administration page, navigate to Security > Certificate Management > Upload Certificate.Step 3. In the Unified CCE Administration, navigate to Overview > Infrastructure Settings, click Inventory. for that attribute. 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. The username maps to the login name in Agent Explorer. provides an out-of-the-box integration with Unified Contact Center Enterprise. Steps involved on Live-Data servers to upload the certificates is identical toFinesse or CUIC servers depending upon the certificate chain. least 3 seconds higher than the Unified ICM Redirection on No Answer timer on that you are allowed to do what you are trying to do. The default CCAI configuration for AI services as configured in the Control Hub is Transfer Preferred" is enabled on the Unified CM PG and VRU PIM and returns only Configure Dialed and configuration tools. on No Answer. 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