Unified CCE Web Administration
The Configuration Manager enables you to perform most of the Unified CCE administrative tasks. The gadgets in the Unified CCE Web Administration application enables you to manage other Unified CCE administrative tasks and system settings.
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Access Unified CCE Administrative Gadgets
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. For example, to access business hours:
Procedure
Step 1 |
From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools. |
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Step 2 |
Double-click the CCE Web Administration link. |
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Step 3 |
From the left navigation bar, select Overview and then select Organization Setup card. |
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Step 4 |
Select Business Hours.
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Access Unified CCE System Management Gadgets
To configure system settings such as deployment type and system information, use the Infrastructure Settings card. To configure Single Sign-On (SSO), use the Features card in the Unified CCE Web Administration application. For example, to set the deployment type:
Procedure
Step 1 |
From your desktop, double-click the Unified CCE Tools icon, and then select Administration Tools. |
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Step 2 |
Double-click the CCE Web Administration link. |
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Step 3 |
Select Deployment Settings. |
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Step 4 |
On the Deployment Type page, click on deployment type and then select an instance from the drop-down list.
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Contact Center AI Configuration
In the Unified CCE Administration console, the Contact Center AI (CCAI) feature tab allows administrators to associate the CCAI configuration (created in the Control Hub at https://admin.webex.com/) with all the call types (global configuration) or with a specific call type. Upon associating a CCAI configuration with the call type, the global configuration (if any) gets overridden for the specific call type.
Note |
To access this feature, add Cloud Connect to the inventory and register it in the Unified CCE Administration console. |
Associate Contact Center AI Configuration with All Call Types
You can view, update, or reset the Contact Center AI configuration, which is associated with all call types.
View Contact Center AI Configuration
In the Unified CCE Administration, navigate to . The Contact Center AI Configuration search box displays the name of the CCAI configuration that was previously associated with all call types.
Update Contact Center AI Configuration
Note |
Only one configuration can be associated globally with all call types. |
Procedure
Step 1 |
In the Unified CCE Administration, navigate to . |
Step 2 |
In the Contact Center AI Configuration search box, click the search icon. A pop-up window displays a list of CCAI configurations. |
Step 3 |
Select the required configuration and click Save. |
Reset Contact Center AI Global Configuration
This procedure explains how to reset the Contact Center AI configuration. Upon reset, the previously associated configuration is cleared from the search box.
Procedure
Step 1 |
In the Unified CCE Administration, navigate to . |
Step 2 |
In the Contact Center AI Configuration search box, next to the configuration name, click the x icon. |
Step 3 |
Click Save. |
Associate Contact Center AI Configuration with a Call Type
You can view, update, or delete the Contact Center AI configuration associated with a specific call type.
View Contact Center AI Configuration
In the Unified CCE Administration, navigate to . The Contact Center AI Configuration search box displays the name of the CCAI configuration that was previously associated with the call type.
Update Contact Center AI Configuration
This procedure explains how to update the Contact Center AI configuration associated with a call type.
Note |
Only one configuration can be associated with a call type. |
Procedure
Step 1 |
In the Unified CCE Administration, navigate to . |
Step 2 |
Click the Contact Center AI tab. |
Step 3 |
In the Contact Center AI Configuration search box, click the search icon. A pop-up window displays a list of CCAI configurations. |
Step 4 |
Select the required configuration and click Save. |
Reset Contact Center AI Configuration
This procedure explains how to reset the Contact Center AI configuration. Upon reset, the previously associated configuration with the call type is cleared from the search box.
Procedure
Step 1 |
In the Unified CCE Administration, navigate to . |
Step 2 |
Click the Call Type tab. |
Step 3 |
In the Contact Center AI Configuration search box, next to the configuration name, click the x icon. |
Step 4 |
Click Save. |
Manage digital channels
Note |
To access this feature, ensure that you add Cloud Connect to the inventory in the Unified CCE Administration portal and register it. |
As an administrator, perform the following configurations in the Unified CCE Administration portal to manage digital channel capabilities for your customers to reach business:
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Set up media channels such as chat, email, social, voice callback, . See Set up media channels.
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Synchronize agents in AW database to Webex Engage database. See Configure User Sync.
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Define Expanded Call Context (ECC) variables to assist agents with relevant information. See Define ECC variables.
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Integrate Cloud Connect with Webex Connect using the Open Authorization v2.0 (OAuth v2.0) standard. See Integrate Cloud Connect with Webex Connect.
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Customize the connection parameters between Cloud Connect and MR PG. See Manage connection between Cloud Connect and MR PG.
Set up media channels
Contact Center Enterprise (CCE) supports media channels, such as Live Chat, Email, and SMS, with enhanced capabilities. These media channels are mapped to media type and Media Routing Domains (MRDs) for providing granular channel-specific reporting and agent state control. Based on this configuration, Cloud Connect associates the received task request to the appropriate MRD.
MRDs are used to map agents' skill group with the media channels, based on which the agents are assigned a task. You can map multiple media channels to the same MRD. For example, you can map SMS and Chat channels to the same MRD. For more information on MRDs, see the Media Routing Domains section in the Configuration Guide for Cisco Unified ICM Enterprise.
Media type is a broad category of media channels and it is different from the media class or MRD in CCE. The Digital Routing service has internal sub-limits and different maximum queue time parameters that it applies for tasks of a certain Media Type as defined by the Queue Settings. The media types are Chat, Email, Telephony (Voice Callback), Social, , and .
Webex Connect offers support for the pre-provisioned system defined media channels. You can add a custom media channel if one of the many media channels that Webex Connect supports in the future has to be allowed in the CCE system. If not, you can skip adding a Media Channel.
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System-defined media channels cannot be deleted. |
Queue Settings for media channels is used to configure the maximum queue limit and maximum queue time for each media type, individually. For more information on configuring queue settings for media channels, see Queue Settings.
To set up media channels:
Procedure
Step 1 |
In the Unified CCE Administration portal, navigate to . The list of existing media channels is displayed in a grid. This is the default page. |
Step 2 |
Click New. On the New Media Channel page, do the following:
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Step 3 |
Click Save. The channel is added to the list on the Digital Channel Settings page. When you have created a media channel, you can modify only the Media Routing Domain field. If you want to modify any other fields, you must delete the media channel and create afresh. To delete a media channel, hover over the media channel and click the X icon. |
Configure queue settings
The Digital Routing service maintains a queue for all the incoming tasks. The service accommodates up to a maximum of 100,000 tasks in the queue at any given point in time. Out of these 100,000 tasks, you can configure the maximum number of tasks that can be queued for each media type in the Digital Routing service. The following are the default values in percentage for each media channel:
Media type |
Queue setting in % |
Description |
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50% |
50,000 tasks can be queued for Email. |
Social |
40% |
40,000 tasks can be queued for SMS. |
Voice callback |
5% |
5,000 tasks can be queued for Voice callbacks. |
Chat |
5% |
5,000 tasks can be queued for live chat. |
You can also define the maximum duration for which a task remains in the queue for each media type.
The following are the scenarios in which the Digital Routing service rejects the tasks and sends them back to Webex Connect:
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The number of tasks exceeds the maximum value that is configured for the media channel. For example, consider that the Digital Routing service queue has 50,000 email tasks, which is the maximum queue setting defined for the Email media channel. If Webex Connect further injects email tasks, the Digital Routing service rejects the incoming tasks and sends them back to Webex Connect with an error code of 20286 (MEDIA_TYPE_QUEUE_LIMIT_EXCEEDED). For example, a flow developer can decide to provide appropriate messaging to the end customer and invoke other backend systems to denote queue capacity issues.
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A task exceeds the maximum duration that is defined for the media channel. The Create Task node is successful. There is a Closed webhook event triggered when the task gets auto-closed after exceeding the maximum time in queue, with a specific disposition code set to CD_MAX_DIALOG_LIFETIME_EXCEEDED.
The flow debug logs show the error code returned by the Create Task node API call. For more information about the Create Task node, see Create Task.
To configure the queue settings for the media channels:
Procedure
Step 1 |
In the Unified CCE Administration portal, navigate to Overview > Digital Channels> Digital Channel Settings > Media Channel. |
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Step 2 |
Click Queue Settings. |
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Step 3 |
Enter the required values in percentage for each media channel.
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Step 4 |
Define the duration in days, hours, and minutes for each media channel. This is the maximum duration for which a task that belongs to the specific media channel remains in the queue after which it gets timed out. The default durations are 3 days for Email and Social media channels, and 2 hours for Voice callbacks and Chat media channels. |
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Step 5 |
Click Save. |
Configure User Sync
To synchronize the CCE agents who are configured for digital channel interactions with Webex Connect:
Procedure
Step 1 |
In the Unified CCE Administration portal, navigate to Overview > Digital Channels> Digital Channel Settings > User Sync.
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Step 2 |
In the Network Entry Point field, enter the hostname or FQDN of the load balancer or the reverse proxy server based on your deployment. It is through this network entry point that the Webex Engage sends the response request to the DataConn service for agent synchronization. |
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Step 3 |
In the AW Database Details area, complete the following fields to configure the DataConn service for the Primary and the Secondary Server:
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Step 4 |
Click Test Connection to make sure that the DataConn service can read the data from the AW Primary server. |
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Step 5 |
Switch on the Enable Failover toggle button to enable the failover to the Secondary AW server. |
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Step 6 |
To synchronize agents, choose one of the following options:
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Step 7 |
In the Last sync field, view the date, time and status of the previous synchronization. |
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Step 8 |
In the Agents Sync Details field, view the number of agents that are synchronized successfully. The number of agents appears as a clickable link. Click the link to view the list of agent records that have failed to synchronize and the list of agent records that are pending for synchronization. You can choose to refresh the agent records at any given point in time. |
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Step 9 |
In the Current Sync Status field, you can view one of the following statuses:
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Step 10 |
Click Save. |
Define ECC variables
The Expanded Call Context (ECC) variables are data that are embedded within the call and are visible to the agent on the Agent Desktop. ECC variables are passed back and forth in ECC payloads. ECC variables assist the agent with relevant information without the customer having to repeat the same information.
To define the ECC variables:
Procedure
Step 1 |
In the Unified CCE Administration portal, navigate to Overview > Digital Channels > Digital Channel Settings > ECC Variable. |
Step 2 |
On the ECC Variable page, click the plus icon (+). The Add ECC Variable page appears with existing variables Name and Enabled details. It excludes the built-in variables. |
Step 3 |
Select the required variable. The ECC Variable page displays the newly added ECC variable. |
Step 4 |
Click Save. |
Integrate Cloud Connect with Webex Connect
You can integrate Cloud Connect with Webex Connect using the Open Authorization v2.0 (OAuth v2.0) standard. You must configure Webex Connect client ID and client secret in the Digital Routing service for the service to gain access to Webex Connect using the access token. This set of client credentials uniquely identifies the Cloud Connect and its permissions to access Webex Connect.
Note |
The Cloud Connect Management service is active only on the publisher node of Cloud Connect. |
To configure client credentials for OAuth v2.0 access token:
Procedure
Step 1 |
In the Unified CCE Administration portal, navigate to . |
Step 2 |
On the OAuth2 Authentication Details page, perform the following steps.
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Step 3 |
Click Save to save the OAuth2 authentication details. |
Step 4 |
Go to the Webhook tab to register the Webhook URL in the Digital Routing service. To fetch the Webhook URL:
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Step 5 |
Paste the URL in the Webhook URL field in the Unified CCE Administration portal ( ). |
Manage connection between Cloud Connect and MR PG
To customize the connection parameters between Cloud Connect and Media Routing Peripheral Gateway (MR PG):
Procedure
Step 1 |
In the Unified CCE Administration portal, navigate to . |
Step 2 |
The Port is a display-only field and the default value is 38001. It is through this port that Cloud Connect and MR PG communicates with each other. |
Step 3 |
The Secured toggle switch is turned on by default. It is to establish a secured connection between Cloud Connect and MR PG. You can turn-off this toggle switch to disable the secure connection. |
Step 4 |
Click Save. |
Contact Center AI Services
Administrators and supervisors can enable or disable Contact Center AI services such as Agent Answers, VAV Transcript, and Call Transcript for each agent or multiple agents together.
Enable or Disable Contact Center AI Services for an Agent
Procedure
Step 1 |
In Unified CCE Administration, choose . |
Step 2 |
Click on the agent row whose services are to be modified. |
Step 3 |
Click the Contact Center AI tab. |
Step 4 |
To enable or disable the required Contact Center AI Services, check or uncheck the check boxes corresponding to the services. |
Step 5 |
Click Save. |
Enable or Disable Contact Center AI Services for Multiple Agents
All agents must belong to the same site and the same department, or all agents must be global agents. The Edit button is disabled if:
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Agents from different sites, departments, or peripheral sets are selected.
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A mix of global and departmental agents are selected.
Procedure
Step 1 |
In Unified CCE Administration, choose . |
Step 2 |
Check the check box corresponding to each agent whose services you want to edit. |
Step 3 |
Click .
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Step 4 |
To enable or disable the Contact Center AI Services, check or uncheck the check boxes corresponding to the services. |
Step 5 |
Click Save, and then click Yes to confirm the changes. |
Enable or Disable AnswersContact Center AI Services for Agents using Bulk Job
Procedure
Step 1 |
Navigate to . |
Step 2 |
Click Templates. The Download Templates popup window opens. |
Step 3 |
Click the Download icon for the Contact Center AI template you want to use. |
Step 4 |
Click OK to close the Download Templates popup window. |
Step 5 |
Open the .csv template in Microsoft Excel. |
Step 6 |
Populate the file as described in the Bulk Contact Center AI Services Content File. |
Step 7 |
Save the populated file to the local machine. |
Step 8 |
Navigate to . |
Step 9 |
Click New. |
Step 10 |
In the optional Description field, enter up to 255 characters to describe the bulk job. |
Step 11 |
In the Content file field, choose the file to upload, and then click Save. |