Why Migrate to Packaged CCE
Aspect |
Unified CCE |
Packaged CCE |
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Navigation |
Administration in Unified CCE 12.0 has the following disadvantages:
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Unified CCE Administration in Packaged CCE 12.0 has the following advantages:
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Inventory Management |
Device monitoring is not supported. |
Populating and monitoring the status of CCE components is a lot easier and flexible in the revamped Inventory page. |
Role Based Access Control |
Not supported |
Assign permissions to custom or user-defined roles to access features or sub-set of features. Create admin roles with access to all the features or just one feature. |
Simplified Device Configuration |
Cisco Customer Voice Portal (CVP), Cisco Virtualized Voice Browser (VVB), Cisco Finesse, and Enterprise Chat and Email (ECE)
are configured in their own web-based user interfaces.
All instances of a device are configured individually. |
Centralised component configurations for components such as CVP and Finesse.
Configurations in one instance of a device are automatically propagated to the rest of the instances. |
Device Sync |
Wait for completion of scheduled sync between tools so that the configurations in one tool reflect in another. For example, administrator creates a Supervisor for Cisco Unified Intelligence Center in Unified CCE and then waits for a schedule sync to view the Supervisor details in the Cisco Unified Intelligence Center . |
Synch to Cisco Unified Intelligence Center via push mechanism in real time. |
Sites and Peripheral Sets |
Not supported |
Peripheral sets are a logical collection of CCE components in Packaged CCE 4000 agent and 12000 agent deployments. The main site can have none or more peripheral sets while a remote site must have at least one peripheral set associated with it. |
REST APIs |
Limited support to Rest APIs |
Supports additional REST APIs for agent and team management. |
Departments |
Supported and managed via Cisco Unified Contact Center Management Portal (CCMP) |
Supports departmental separation extensively. Managed via Unified CCE Administration |
Automation |
Not supported |
Adds automation at several stages, reducing replication of data across components and mitigating human error. For example, reason codes created in Unified CCE Administration are auto-updated in Finesse. |
Sample Workflow Comparisons between Unified CCE and Packaged CCE
Examples of workflows that are simplified in Packaged CCE 12.0:
Unified CCE |
Packaged CCE 12.0 |
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Configure CVP and CVP Reporting Servers |
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Unified CCE uses CVP's Operation Console for CVP configurations.
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Packaged CCE supports CVP configurations in Unified CCE Administration.
Configurations are automatically propagated to all the CVP servers in that site. |
Create an agent record and associate the agent record to an email address |
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