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Cisco Packaged Contact Center Enterprise Administration and
Configuration Guide, Release 12.5(1)
First Published: 2020-02-05
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CONTENTS
Preface xxiii
PREFACE
Change History xxiii
About This Guide xxvi
Audience xxvi
Related Documents xxvii
Communications, Services, and Additional Information xxvii
Field Notice xxviii
Documentation Feedback xxviii
Conventions xxviii
Post Installation Configuration 1
CHAPTER 1
CCEDataProtect Tool 1
Configure External DBLookUp Registry Value using CCEDataProtect Tool 2
Packaged CCE 2000 Agents Deployment 3
Configure CCE Component 3
Configure SQL Server for CCE Components 4
Set up Organizational Units 4
Initialize the Packaged CCE 2000 Agents Deployment Type 7
Configure Cisco Unified Contact Center Enterprise PG 23
Cisco SNMP Setup 24
Configure Cisco Unified Customer Voice Portal 27
Configure Cisco Unified Communications Manager 27
Configure Fully Qualified Domain Name 28
Configure Cisco Unified Communications Manager Groups 28
Configure Conference Bridges 28
Configure Media Termination Points 29
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Transcoder Configuration in Unified CM and IOS Gateway 29
Configure Media Resource Groups 30
Configure and Associate Media Resource Group List 31
Configure CTI Route Point 31
Configure Ingress Gateways for Locations-based Call Admission Control 32
Add a SIP Profile in Unified CM 32
Configure Trunk 33
Configure Route Group 33
Configure Route List 34
Configure Route Pattern 34
Configure Cisco Unified Intelligence Center 34
Configure Unified Intelligence Center Data Sources for External HDS 35
Download Report Bundles 36
Import Reports 36
Configure Unified Intelligence Center Administration 38
Configure Cisco Finesse 39
Configure Contact Center Agents and Routing for Live Data Reports 39
Live Data Reports 39
Configure Cisco Unified Customer Voice Portal Reporting Server 42
Obtain Cisco Unified Customer Voice Portal Report Templates 42
Create Data Source for Cisco Unified CVP Report Data 43
Import Unified CVP Report Templates in Unified Intelligence Center 44
Configure VVB 45
Configure Cisco IOS Enterprise Voice Gateway 45
About Ingress and VXML Gateway Configuration 46
Common Configuration for the Ingress Gateway and VXML Gateway 46
Configure Ingress Gateway 46
Configure VXML Gateway 49
File Transfer to Gateway 51
Configure Codec for Ingress and VXML Gateways 51
Configure IPv6 53
IPv6 Configuration 53
Set Up IPv6 for VOS-Based Contact Center Applications 53
Configure NAT64 for IPv6-Enabled Deployment 55
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Configure IPv6 on Unified CVP Call Server 57
Configure Gateways to Support IPv6 57
Configure IPv6 on Unified Communications Manager 58
Packaged CCE 4000 Agents Deployment 61
Configure CCE Component 62
Configure Rogger 62
Configure AW-HDS-DDS 67
Configure Packaged CCE Deployment Type 70
System Inventory for Packaged CCE 4000 Agents and 12000 Agents Deployment 75
Configure Cisco Unified Contact Center Enterprise PG 78
Configure Cisco Unified Customer Voice Portal 82
Configure SNMP 83
Configure Cisco Unified Communications Manager 85
Set Up Device Pool 86
Set Up Application User 87
Configure A-Law Codec 87
Configure SNMP 88
Configure Agent Desk Settings 89
Configure Cisco Unified Intelligence Center 90
Configure Cisco Finesse 90
Restart the Cisco Tomcat Service 91
Configure Cisco Finesse Administration 91
Configure Live Data 99
Initial Setup for Live Data 99
Configure Live Data with AW 99
Configure SQL User Account 100
Configure Live Data Machine Services 101
Configure Live Data for Unified Intelligence Center Data Sources 102
Configure Cross Origin Resource Sharing (CORS) for Live Data 102
Restart Live Data 103
Set Up Certificates for Live Data 103
Packaged CCE 12000 Agents Deployment 103
Configure CCE Component 104
Configure Logger 105
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Configure Router 105
Configure HDS-DDS 106
Configure AW-HDS 106
Packaged CCE Lab Only Deployments 108
Packaged CCE Lab Only Deployment Components 109
Simplex Mode 109
Duplex Mode 110
Initialize the Packaged CCE Lab Mode Deployment 112
Enable System Inventory, Log Collection, and Live Data Using the Inventory Content File 113
Inventory Content File 114
Optional Configurations 117
CHAPTER 2
Optional Configuration for Packaged CCE 2000 Agents Deployment 117
Add and Maintain Remote Sites 117
Add Remote Site 118
Reconfigure Remote Site 120
Delete Remote Site 120
Add and Maintain External Machines 121
Add External Machines 121
Add Media Server as External Machine 122
Edit Machines 123
Add PIMs to the Media Routing Peripheral Gateway 132
Add Multichannel PIM to 2000 Agent Deployment 133
Configure Email and Chat 134
Optional Configuration for Packaged CCE 4000/12000 Agents Deployment 134
Remote Site 135
Add and Maintain Remote Site 135
Delete Remote Site 138
Machines 139
Add and Maintain Machines 139
Edit Machines 142
Delete Machine 149
Add PIMs to the Media Routing Peripheral Gateway 150
Add Multichannel PIM to Packaged CCE 4000/12000 Agents Deployment 150
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Peripheral Set 151
Add and Maintain Peripheral Set 152
Update Peripheral Set 154
Delete Peripheral Set 155
Avaya Configurations 155
Add Users to Local Security Group 156
Configure and Setup Avaya Peripheral Gateway 157
Restart Live Data for Avaya PG 158
ICM-to-ICM Gateway Configurations 158
Remote ICM type application gateway global settings 158
Optional Configuration for Packaged CCE Lab deployment 159
Remote Sites in Lab Mode 159
Post Technology Refresh Configurations 161
CHAPTER 3
Packaged CCE 2000 Agents Deployment 161
Single-stage Configurations 161
Update Inventory 162
Configure CCE Components 163
Configure External HDS 163
Configure Customer Voice Portal 164
Solution Synchronization and Cutover 164
Packaged CCE 4000 Agents Deployment 166
Single-stage Configurations 166
Configure CCE Components 167
Configure Cisco Unified Customer Voice Portal 167
Configure Customer Collaboration Platform(CCP) 168
Multistage Configurations 168
Update Inventory 170
Packaged CCE 12000 Agents Deployment 171
Single-stage Configurations 171
Configure CCE Components 172
Multistage Configurations 173
Packaged CCE Lab Only Deployments 175
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Packaged CCE Administration 177
CHAPTER 4
Getting Started 177
Sign In 177
Single Sign-On Log Out 178
System Interface 178
Lists 179
Add Objects 180
Update Objects 180
Delete Objects 183
Popup Windows 184
Keyboard Shortcuts 185
System and Device Sync Alerts 185
System Alerts 185
Device Out of Sync Alerts 185
Smart License 186
Overview 186
Smart Licensing Capabilities 187
Documentation Resources 188
Prerequisites for Smart Licensing 188
Smart License Deployments 188
Smart Licensing Task Flow 189
Obtain the Product Instance Registration Token 190
Configure Transport Settings for Smart Licensing 191
Select License Type 191
Register with Cisco Smart Software Manager 193
Registration, Authorization, and Entitlement Status 194
Out-Of-Compliance and Enforcement Rules 196
License States 196
Notifications and Alerts 198
License Consumption Calculation 199
License Computation Scenario 1 199
License Computation Scenario 2 200
New Deployments 200
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Migrate to Smart Licensing 201
PAK-Based Migration 201
Device-Based Conversion 202
License Management 202
Smart Licensing Tasks 203
Renew Authorization 204
Renew Registration 204
Reregister License 204
Deregister License 205
Best Practices 205
Infrastructure Settings 206
Inventory Management 206
Manage Devices 206
CVP Server Services Setup 206
Configure CVP Reporting Server 236
Cisco Virtualized Voice Browser (VVB) Setup 241
Finesse 249
Configure Cisco Identity Service 256
Application Gateway 266
Peripheral Gateways 266
Log Collection 267
Command Execution Pane 268
User Setup 270
Manage Agents 270
Agents 270
Add and Maintain Agents 270
Add an Agent by Copying an Existing Agent Record 275
Search for Agents 276
Manage Agent Expertise 276
Agent Reskilling 277
Edit Skill Group Membership for Multiple Agents 277
Edit Description, Desk Settings, and Teams for Multiple Agents 278
Manage Supervisors 279
Supervisor Access and Permissions 280
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Add Supervisor Status to an Agent 281
Manage Roles 282
Roles 282
Manage Administrators 284
Add and Maintain Administrators 284
Administrators and System Access 286
Changing Authorization Modes of Administrators 288
Organization Setup 289
Manage Teams 289
Teams 289
Manage Skills 296
Skill Groups 296
Attributes 299
Precision Queues 300
Manage Departments 309
Departments 309
Manage Campaigns 312
Add and Maintain Agent Based Campaigns 312
Add and Maintain IVR Based Campaigns 318
Edit Contacts 323
Edit Status and Schedule 324
Save File Path of Do Not Call List Import File 324
Business Hours 325
Business Hours 325
Search for Business Hours 325
Add and Maintain Business Hours 326
Add Status Reasons 327
Edit Status for Multiple Business Hours 328
Edit Schedule for Multiple Business Hours 328
Desktop Settings 328
Resources 328
Resources 328
Manage Call Variables Layout 329
Manage Desktop Layouts 333
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Manage Phone Books 348
Manage Workflows 352
Reason Labels 360
Reason Labels 360
Desk Settings 361
Desk Settings 361
Agent Trace 364
Agent Trace 364
Call Settings 365
Route Settings 365
Media Routing Domains 365
Dialed Number 366
Routing Pattern 373
Location Configuration 374
SIP Server Group 377
Call Type 383
Expanded Call Variables 385
IVR Settings 390
Network VRU Scripts 391
File Transfers 398
Bucket Intervals 400
Add and Maintain Bucket Intervals 400
Miscellaneous 401
Global 402
Main Site 404
Remote Sites 405
Feature Setup 405
Manage Features 405
Courtesy Callback 405
Single Sign-On 411
Third-party Integration 411
Customer Virtual Assistant 418
Cloud Connect Administration 424
Configure Cloud Connect 425
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Configuring Cloud Connect Node 426
set cloudconnect cherrypoint config 426
Email and Chat 427
Email and Chat 427
Bulk Imports 427
Manage Bulk Jobs 427
Download Bulk Job Content File Template 428
Add and Maintain Bulk Jobs 442
Review Bulk Job Details 442
Capacity 443
Capacity Info 443
Using Configuration Manager 445
PART I
Configuration Manager 447
CHAPTER 5
Permanent Deletion 447
Packaged CCE 4000 and 12000 Agent Supported Tools 447
Routing and Scripting 453
PART II
Script Editor and Internet Script Editor 455
CHAPTER 6
Script Editor and Internet Script Editor 455
Administrator Privileges in Internet Script Editor 455
Install Internet Script Editor 456
Start Internet Script Editor 456
Upgrade Internet Script Editor 457
Common Tasks 459
CHAPTER 7
Common Tasks 459
The Palette 460
General Tab 460
Routing Tab 460
Targets Tab 460
Queue Tab 461
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Create Routing Script 461
Add Comments to a Node 462
Specify a Connection Label Location for a Node 462
Validate Scripts 463
Open Script Explorer 463
Schedule Routing Script 464
Viewing Modes 466
Making Packaged CCE Work with Unified CVP 466
Call Types, Contact Data, and Scripting 469
CHAPTER 8
Call Types 469
Default Call Types 469
Relation Between Call Types and Scripts 469
Call Type Qualifiers 470
Dialed Number (DN) 470
Association of Contacts with Call Types 470
Determination of Call Type for Voice Contact 470
Determination of Call Type for ECE Web Request 471
Determination of Call Type for a Task Routing Task 471
Contact Categorization 473
CHAPTER 9
Contact Categorization 473
Categorization and Call Type 473
Categorization Through Scheduling Scripts by Call Type 473
Change Call Type to Static 473
Change Call Type to Dynamic 474
Change Call Type and Execute a New Script 475
Categorization by Call Type Qualifiers 476
Categorize Contact by Dialed Number 477
Categorization by Time and Date 478
Categorize Contact by Date and Time 478
Categorize Contact by the Day of Week 480
Categorization by Branching 481
Execute a Different Script 481
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Direct Script Execution to Different Branches by Percentage 482
Categorize Contact Based on a Condition 484
Categorize a Contact Based on Its Media Routing Domain 484
Categorize by External Applications 485
Routing Target Selection 489
CHAPTER 10
Routing Targets 489
Agent Routing Nodes 489
Transfer Calls from Agents to Agents 489
Nodes Used to Receive Contacts 491
Define Set of Enterprise Skill Groups to Receive the Contact 491
Define Set of Enterprise Services to Receive the Contact 493
Define Set of Services to Receive the Contact 494
Send Call to a VRU with Translation Route to VRU 495
Nodes Used to Stop Script Processing 498
End Node 498
Release Call Node 498
Service Requested 498
ServiceRequested Variable 499
Target Requery 499
Target Requery Functionality 499
Test of the RequeryStatus Variable 500
Nodes That Support Target Requery 501
Use Target Requery 501
Network VRUs 503
CHAPTER 11
VRU Functionality 503
Access to VRU Scripts in Packaged CCE Routing Scripts 503
Send Call to a VRU with Send to VRU Node 503
Run External Scripts 504
VRU Errors 506
Call Queuing at VRUs 506
Place a Call in Queue 507
Precision Queue Script Node 509
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Precision Queue Properties Dialog Box - Static Precision Queue 510
Precision Queue Properties Dialog Box - Dynamic Precision Queue 511
Queuing Behavior of the Precision Queue Node 512
Adjust Priority of a Call in a Queue 512
Remove Call from a Queue 514
Temporarily Halt Script Execution 514
Multichannel Routing 517
CHAPTER 12
Overview of Multichannel Services 517
Enterprise Chat and Email 517
Supported Route Requests for Enterprise Chat and Email 517
Application Request Routing with Enterprise Chat and Email 518
Synchronized Agents and Skill Groups for ECE 518
Independent Media Queues for ECE 518
Task Routing 519
Media Routing Domains 519
Media Routing Domains and Interruptibility 519
Use Media Routing Domains to Categorize Contacts 519
Pick / Pull Node 520
Skill Group and Precision Queue Routing for Nonvoice Tasks 521
Queue to Agent Node 522
Change Queue to Agent Type 522
Specify an Agent Directly 523
Select an Agent by an Expression 524
RONA and Transfer Scripting for Task Routing 525
Estimated Wait Time Scripting for Task Routing 525
Example Universal Queue Scripts 526
Selection of Agents from Skill Groups 526
Categorization by Media Routing Domain with Skill Groups 527
Categorization by Media Routing Domain with Precision Queues 528
Script That Queues to Agents 528
RONA and Transfer Script 529
Estimated Wait Time Script 530
Example Enterprise Chat and Email Scripts 532
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Use of Formulas 533
CHAPTER 13
VRU Functionality 533
Access to VRU Scripts in Packaged CCE Routing Scripts 533
Send Call to a VRU with Send to VRU Node 533
Run External Scripts 534
VRU Errors 536
Call Queuing at VRUs 536
Place a Call in Queue 537
Precision Queue Script Node 539
Precision Queue Properties Dialog Box - Static Precision Queue 540
Precision Queue Properties Dialog Box - Dynamic Precision Queue 541
Queuing Behavior of the Precision Queue Node 542
Adjust Priority of a Call in a Queue 542
Remove Call from a Queue 544
Temporarily Halt Script Execution 544
Scripting Specifics in a Packaged CCE Environment 547
CHAPTER 14
Call Priority 547
Check for Available Agents 547
Scripts for Precision Queues 547
Precision Queue Script Node 548
Configure a Static Precision Queue 548
Configure a Dynamic Precision Queue 549
Queuing Behavior of the Precision Queue Node 549
Cancel Queuing Node 550
End Node 550
Agent to Agent Node 550
Unified CVP as a queue point 550
Interruptible vs. Non-interruptible 551
Utility Nodes 553
CHAPTER 15
Start Node 553
Comment Node 553
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Line Connector Node 554
Unified CVP Scripting 557
CHAPTER 16
Writing Scripts for Unified CVP 557
Before You Begin 557
Scripts to Access Unified CVP from Packaged CCE 558
Invoke Unified CVP Micro-applications Through Routing Scripts 558
Unified CVP Call Studio Scripting 558
Scripting for Unified CVP with Packaged CCE 559
Micro-applications 559
Simple Example Script: Welcome to XYZ Corporation 560
Packaged CCE Unified CVP Micro-app Connection 561
Information Exchange Between Packaged CCE and Unified CVP 563
Packaged CCE Data Handling 563
Unified CVP Script Error Checking 563
Writing Packaged CCE Applications for Unified CVP 568
Run External Script Node That Accesses a Unified CVP Micro-application 568
Unified CVP Micro-applications 568
Dynamic Audio File Support for Micro-applications 569
Default Media Server for Micro-applications 569
Capture Micro-application 570
Play Media Micro-application 571
Configure Network VRU Script for Play Media 571
Configure Play Media Micro-application to Use Streaming Audio 573
Play Media Examples: Play Welcome Message 576
Play Data Micro-application 577
Play Data and Data Storage 578
Configure Network VRU Script Settings for Play Data Micro-application 578
Play Back Types for Voice Data 580
Play Data Configuration Examples 598
Get Digits Micro-application 599
Configure Network VRU Script Settings for Get Digits Micro-application 599
Get Digits Configuration Examples 602
Get Digits and Digit Entry Completion 603
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Menu Micro-application 604
Configure Network VRU Script Settings for the Menu Micro-application 604
Menu Configuration Examples 606
Menu and Digit Entry Completion 607
Get Speech Micro-application 608
Configure Network VRU Script Settings for the Get Speech Micro-application 608
Passing Information to the Call Studio Scripts Executing on VXML Server 609
Passing Data Back to Packaged CCE from the VXML Server 610
Scripting for Unified CVP with Call Studio 610
High-Level Configuration Instructions 611
Call Studio ReqICMLabel Element to Pass Data 611
Integrate Call Studio Scripts with Unified CCE Scripts - Traditional Method 613
Integrate Call Studio Scripts with Packaged CCE Scripts 614
Call Studio Scripts in Unified CVP 614
Deploy Call Studio Scripts Using Call Studio 614
Outbound Option Scripting 617
CHAPTER 17
Outbound Option Scripting 617
Experience Management Scripting 619
CHAPTER 18
Modify CCE Scripts for Experience Management Voice, SMS, and Email Surveys 619
Create Experience Management Routing Script for Voice 619
Create Experience Management Routing Script for SMS and Email 621
Configure Call Studio App Data Format 621
Configure ICM Script 622
Modify CCE Script for Experience Management Digital Channel Surveys 623
Create Experience Management Routing Script for Digital Channel Surveys 623
Database Administration 627
PART III
Database Administration 629
CHAPTER 19
Unified CCE Database Administration 629
Historical Data 630
Database Statistics 631
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Database Administration Tool 631
Create Database with Configured Components 632
Create Database Without Configured Components 633
Delete a Database 634
Expand a Database 634
Recreate a Database 635
View Database Properties 636
View Table Properties 636
Import and Export Data 637
Synchronize Database Data 637
Configure a Database Server 638
Database Sizing Estimator Tool 639
Start Database Sizing Estimator 640
Estimate Database Size 641
Administration & Data Server with Historical Data Server Setup 642
Set Up HDS and Add Instance 642
Set Up HDS from Added Instance 643
Database Size Monitoring 643
System Response When Database Nears Capacity 644
Allocation of More Database Space 644
Initialize Local Database (AWDB) 645
General Database Administration 645
Logger Events 645
Database Networking Support 646
Database Backup and Restore 646
Database Recovery Models 647
Database Comparison 647
Database Resynchronization 647
Synchronize Configuration Data between Loggers from Command Window 647
Security Certificates 649
PART IV
Security Certificates 651
CHAPTER 20
CA Certificates 651
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Generate CSR 652
Create Trusted CA-Signed Server or Application Certificate 653
Produce Certificate Internally 654
Set up Microsoft Certificate Server for Windows Server 654
Upload and Bind CA-Signed Certificate 655
Upload CA-Signed Certificate to IIS Manager 655
Bind CA-Signed Certificate to IIS Manager 655
Import WSM CA Certificate into CVP 656
Import CA Certificate into AW Machines 658
Self-Signed Certificates 658
Import AW Certificate into Cisco Unified CVP Servers 659
Self-Signed Certificates 660
Import CCE Component Certificates 660
Import ECE Web Server Certificate into AW Machines 661
Import WSM Certificate into AW Machines 662
Import VOS Components Certificate 663
Troubleshooting 665
APPENDIX A
Packaged CCE Logs 665
Native Character Sets 667
System Performance During Database Updates 668
Reference 669
APPENDIX B
Certificates for Live Data 669
Certificates and Secure Communications 669
Self-Signed Certificates and Third-Party CA Certificates 670
Export Self-Signed Live Data Certificates 670
Import Self-Signed Live Data Certificates 671
Obtain and Upload Third-party CA Certificate 671
Change Java Truststore Password 672
Graceful Shutdown of Call Server/Reporting Server 672
Unified CVP Statistics 673
Call Server 673
Unified ICM Service Call Statistics 673
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