Preface

Change History

This table lists changes made to this guide. Most recent changes appear at the top:

Change

See

Date

Initial Release of Document for Release 12.6(2)

April 2023

Simplified upgrade using orchestration

CCE Orchestration

CLI to configure software download schedule

CLI to configure the bandwidth for Orchestration software download

Enforce software download from Cisco hosted software artifactory

CLI to configure proxy for orchestration

Serviceability enhancement for entitlement failure update in CLI to configure artifactory URL and API key

Unified ICM upgrade Path

Upgrade Path

Multistage upgrade

Multistage UpgradeWorkflow for 4000 Agents and above Deployments
Java Upgrade

Java Requirements

About This Guide

This guide explains how to install, configure, and upgrade Cisco Packaged Contact Center Enterprise (Packaged CCE).

Packaged CCE is a solution deployment for delivering Cisco Unified Contact Center Enterprise in a virtualized environment. Packaged CCE requires strict adherence to capacity limits that are detailed in the Solution Design Guide for Cisco Packaged Contact Center Enterprise, available at https://www.cisco.com/en/US/products/ps12586/prod_technical_reference_list.html. It is mandatory to follow all rules and requirements stated in the Design Guide.

This document does not discuss the Packaged CCE Lab Only deployment. For information about that deployment, see the Cisco Packaged Contact Center Enterprise Administration and Configuration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/products-maintenance-guides-list.html.

Audience

This guide is prepared for partners and service providers who will be implementing Packaged CCE, who are familiar with Cisco contact center applications, and who are experienced regarding the deployment and management of virtual machines using VMware technology.

Related Documents

Subject Link

Cisco Packaged Contact Center Enterprise

https://www.cisco.com/c/en/us/support/customer-collaboration/packaged-contact-center-enterprise/tsd-products-support-series-home.html

Cisco Unified Contact Center Enterprise

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/tsd-products-support-series-home.html

Cisco Unified Communications Manager

https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/tsd-products-support-series-home.html

Cisco Unified Intelligence Center

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/tsd-products-support-series-home.html

Cisco Finesse

https://www.cisco.com/c/en/us/support/customer-collaboration/finesse/tsd-products-support-series-home.html

Cisco Unified Customer Voice Portal

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-customer-voice-portal/tsd-products-support-series-home.html

Cisco Enterprise Chat and Email

https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/tsd-products-support-series-home.html

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Cisco Bug Search Tool

Cisco Bug Search Tool (BST) is a web-based tool that acts as a gateway to the Cisco bug tracking system that maintains a comprehensive list of defects and vulnerabilities in Cisco products and software. BST provides you with detailed defect information about your products and software.

Field Alerts and Field Notices

Note that Cisco products may be modified or key processes may be determined important. These are announced through use of the Cisco Field Alert and Cisco Field Notice mechanisms. You can register to receive Field Alerts and Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive announcements by selecting all products of interest. Log into www.cisco.com; then access the tool at:

https://www.cisco.com/cisco/support/notifications.html

Conventions

This document uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, folder names, 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.

  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)

  • A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

window font

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

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems, Inc. </title></html>

< >

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.