Change History

Change

See

Date

Introduced License Control and Specific License Reservation

Contact Center Express Solutions Overview>Unified CCX Licensing

July 2020

Introduced Federal Information Processing Standards (FIPS) 140-2 Level 1

Solution Security>Federal Information Processing Standards 140-2 Level 1

Cisco Webex Experience Management

Cisco Webex Experience Management>> SMS/Email Post-Call Survey Call Flow

May 2020

Initial Release of Document for Release 12.5(1)

January 2020

Cisco SocialMiner (SM) has been renamed as Customer Collaboration Platform (CCP).

Unified CCX Reference Designs>>Two-Server High Availability Reference Design

Unified CCX Reference Designs>>Other Design Considerations

Contact Center Express Solutions Overview>>Cisco Finesse Agent Desktop Features

Contact Center Express Solutions Overview>>Outbound Progressive and Predictive Dialer


Added information about the Secure RTP (SRTP).

Solution Security>>Secure Real-Time Protocol (Secure RTP or SRTP)


Introduced Cisco Webex Experience Management.

Cisco Webex Experience Management


Updated WFO description.

Contact Center Express Solutions Overview>>Features>>Cisco Finesse Agent Desktop Features


Introduced Smart Licensing.

Contact Center Express Solutions Overview>>Unified CCX Licensing>>Licensing for Cisco Unified Contact Center Express


Added Cloud Connect as one of the Unified CCX component.

Unified CCX Reference Designs>>Introduction to the Unified CCX Solution Reference Designs



About This Guide

This guide provides design considerations and guidelines for deploying Cisco Unified Contact Center Express (Unified CCX). This guide assumes that you are familiar with basic contact center terms and concepts.


Audience

This guide is primarily for contact center designers and system administrators.


Conventions

This manual uses the following conventions.

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

  • Choose Edit > Find

  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

  • For emphasis. Example: Do not use the numerical naming convention.

  • An argument for which you must supply values.

    Example:

    IF (condition, true-value, false-value)

  • A book title. Example:

    See the Cisco Unified Contact Center Express Installation Guide.

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or information that the system displays. Example:

    <html><title> Cisco Systems,Inc. </title></html>

  • File names. Example: tserver.properties.

  • Directory paths. Example:

    C:\Program Files\Adobe

string

Nonquoted sets of characters (strings) appear in regular font. Do not use quotation marks around a string or the string will include the quotation marks.

[ ]

Optional elements appear in square brackets.

{ x | y | z }

Alternative keywords are grouped in braces and separated by vertical bars.

[ x | y | z ]

Optional alternative keywords are grouped in brackets and separated by vertical bars.

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.

  • A character string that the user enters but that does not appear on the window such as a password.

^

The key labeled Control is represented in screen displays by the symbol ^. For example, the screen instruction to hold down the Control key while you press the D key appears as ^D.


Related Documents

Document or Resource

Link

Cisco Unified Contact Center Express Documentation Guide

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_documentation_roadmaps_list.html

Cisco Unified CCX documentation

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

Cisco Unified Intelligence Center documentation

https://www.cisco.com/en/US/products/ps9755/tsd_products_support_series_home.html

Cisco Finesse documentation

https://www.cisco.com/en/US/products/ps11324/tsd_products_support_series_home.html

Cisco Customer Collaboration Platform documentation

Note

 

From Unified CCX Release 12.5(1), CCP documents are available in the Cisco Unified CCX documentation folder.

https://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html

Cisco Unified CCX Virtualization Information

https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-cisco-unified-contact-center-express.html

Cisco Unified CCX Compatibility Information

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-device-support-tables-list.html


Documentation and Support

To download documentation, submit a service request, and find additional information, see What's New in Cisco Product Documentation at https://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html.


Documentation Feedback

To provide your feedback for this document, send an email to:

contactcenterproducts_docfeedback@cisco.com