Cisco Unified Contact Center Express Documentation Guide, Release
10.0(1)
First Published: December 20, 2013
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CONTENTS
CHAPTER 1
Documentation Guide 1
Documentation Overview for Unified CCX 1
Documentation Changes 1
Plan 5
Install and Upgrade 5
Configure 6
Maintain and Operate 7
User 8
Troubleshoot 10
Reference 10
Related Documentation 10
Cisco Unified Contact Center Express Documentation Guide, Release 10.0(1)
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Contents
Cisco Unified Contact Center Express Documentation Guide, Release 10.0(1)
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CHAPTER
1
Documentation Guide
• Documentation Overview for Unified CCX, page 1
• Documentation Changes, page 1
• Plan, page 5
• Install and Upgrade, page 5
• Configure, page 6
• Maintain and Operate, page 7
• User, page 8
• Troubleshoot, page 10
• Reference, page 10
• Related Documentation, page 10
Documentation Overview for Unified CCX
This documentation guide provides details of all the documents that are released for Unified Contact Center
Express (Unified CCX), Release 10.0, and contains links to the documents.
For the latest version of Unified CCX documents, see:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html.
For more information on the latest Cisco documentation, see:
http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html.
Documentation Changes
The following table lists the documents that have content changes, new documents, and retired documents
for this release.
Cisco Unified Contact Center Express Documentation Guide, Release 10.0(1)
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Documentation Guide
Documentation Changes
Document
Status
Change
Cisco Finesse Agent and Supervisor
Desktop User Guide for Cisco Unified
Contact Center Express
New
Describes Finesse features that are available to
the user.
Cisco Unified Contact Center Express
Documentation Guide
New
Lists all the documents that are released for
Cisco Unified Contact Center Express Release
10.0(1).
Cisco Unified Contact Center Express
Operations Guide
New
Combines all Unified CCX operations
descriptions in one guide to improve user
experience. It takes content from the following
guides:
• Cisco Unified CCX Serviceability
Administration Guide
• Cisco Unified Real-Time Monitoring Tool
Administration Guide for Cisco Unified
Contact Center Express and Cisco Unified
IP IVR
• Cisco Unified Contact Center Express
Command Line Interface Reference Guide
• Port Utilization Guide for Cisco Unified
Contact Center Express
• Cisco Unified Contact Center Express
Disaster Recovery System Administration
Guide
Cisco Unified Contact Center Express
Report Developer Guide
New
Describes the call, chat, and email detail records.
It describes how to create new reports in a
standalone Cisco Unified Intelligence Center.
Cisco Unified Contact Center Express
Report User Guide
New
Describes Unified Intelligence Center features
that are available to a user.
Cisco Unified Contact Center Express
Design Guide
Transformed
Restructured and revised to improve user
experience.
Name change—This guide was called Cisco
Unified Contact Center Express Solution
Reference Network Design in the earlier
releases.
Cisco Unified Contact Center Express
Release Notes
Transformed
Cisco Unified Contact Center Express Documentation Guide, Release 10.0(1)
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Restructured. Describes release-specific
information.
Documentation Guide
Documentation Changes
Document
Status
Cisco Unified CCX Administration Guide Content
changes
Change
The following changes were made:
• Added the “Unified CCX Web Chat”
chapter.
• Added the “Cisco Finesse” chapter.
• Added the “Extend and Connect” chapter.
• Combined “Unified CCX historical
reporting management” and “Real-time
Cisco Unified Contact Center Express data
reports” into the “Unified CCX reporting”
chapter.
• Added hostname change support.
Cisco Unified Contact Center Express CTI Content
changes
Protocol Developer Guide
Cisco Unified Contact Center Express
Developer Guide
Content
changes
Added “START_RECORDING_REQ” section.
Added “START_RECORDING_CONF ”
section.
• Added the “Call Control Group” section.
• Added the “Files” section.
• Added the “Recording Configuration”
section.
• Added the “Trigger” section.
• Added the “Cisco Finesse desktop and
configuration APIs” section.
Cisco Unified Contact Center Express
Editor Step Reference Guide
Content
changes
Added the “Make REST call” section.
Cisco Unified Contact Center Express
Installation and Upgrade Guide
Content
changes
Updated for Release 10.0(1).
Cisco Unified CCX Web Chat Agent and
Supervisor Desktop User Guide
Content
changes
Added Firefox support.
Software and Hardware Compatibility
Guide for Cisco Unified CCX and Cisco
Unified IP IVR
Content
changes
Added “Cisco Unified CCX and Cisco Unified
IP IVR, Release 10.0(1) Solution Set” chapter.
Cisco Unified CCX Serviceability
Administration Guide
Retired
Combined with Cisco Unified Contact Center
Express Operations Guide.
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Documentation Guide
Documentation Changes
Document
Status
Change
Cisco Unified CCX and IP IVR Best
Practices
Retired
Combined with Cisco Unified Contact Center
Express Design Guide.
Retired
Cisco Unified Contact Center Express
Command Line Interface Reference Guide
Combined with the Cisco Unified Contact
Center Express Operations Guide.
Retired
Cisco Unified Contact Center Express
Disaster Recovery System Administration
Guide
Combined with the Cisco Unified Contact
Center Express Operations Guide.
Cisco Unified Contact Center Express
Historical Reporting Administrator and
Developer Guide
Retired
Cisco Unified Contact Center Express Report
Developer Guide replaces this guide.
Cisco Unified Contact Center Express
Historical Reports User Guide
Retired
Cisco Unified Contact Center Express Report
User Guide replaces this guide.
Cisco Unified Contact Center Express
Resources Card
Retired
Cisco Unified Contact Center Express
Documentation Guide replaces this guide.
Cisco Unified Contact Center Express
Windows To Linux Upgrade Guide
Retired
Windows to Linux upgrade is not supported.
Cisco Unified Real-Time Monitoring Tool Retired
Administration Guide for Cisco Unified
Contact Center Express and Cisco Unified
IP IVR
Combined with the Cisco Unified Contact
Center Express Operations Guide.
Cisco Unified Serviceability
Administration Guide
Combined with Cisco Unified Contact Center
Express Operations Guide.
Retired
Expected Behaviour During a Failover for Retired
Cisco Unified CCX
Combined with the Cisco Unified Contact
Center Express Design Guide.
Getting Started with Cisco Unified Contact Retired
Center Express
Content from this guide is moved to Cisco
Unified Contact Center Express Design Guide
and Cisco Unified Contact Center Express
Installation and Upgrade Guide.
Port Utilization Guide for Cisco Unified
Contact Center Express
Combined with the Cisco Unified Contact
Center Express Operations Guide.
Retired
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Documentation Guide
Plan
Plan
Cisco Customer Contact Solutions Ordering Guide
This document describes the pricing, packaging structure and ordering for Unified CCX.
The latest guide is located at:
http://www.cisco.com/en/US/docs/voice_ip_comm/uc_system/design/guides/UCgoList.html.
Cisco Unified Contact Center Express Design Guide
This document describes system-level best practices and design guidelines for Unified CCX.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_implementation_design_guides_list.html.
Cisco Unified Contact Center Express Release Notes
This document describes the new features, updated features, and caveats for Unified CCX. Users should read
the latest release notes before initially installing or upgrading their Unified CCX system.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_release_notes_list.html.
Open Source Used in Unified Contact Center Express
This document lists the licenses and notices for open source software that are used in Unified CCX.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_licensing_information_listing.html.
Software and Hardware Compatibility Guide for Cisco Unified CCX and Cisco Unified IP IVR
This document lists supported product combinations for active Unified CCX product sets.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_support_tables_list.html.
Virtualization for Cisco Unified Contact Center Express
The virtualization wiki describes Unified CCX virtualization requirements, guidelines, and procedures.
The latest virtualization-related information is located at:
http://docwiki.cisco.com/wiki/Virtualization_for_Cisco_Unified_Contact_Center_Express.
Install and Upgrade
Cisco Agent Desktop Installation Guide
This document describes the process of installing the Cisco Agent Desktop.
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Documentation Guide
Configure
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html.
Cisco Unified Contact Center Express Installation and Upgrade Guide
This document explains the deployment options, how to install, upgrade, uninstall, and patch Unified CCX,
and how to change a Unified CCX deployment.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html.
Getting Started with Cisco Unified IP IVR
This document describes how to install and set up Unified IP IVR.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_installation_guides_list.html.
Configure
Cisco Unified CCX Administration Guide
This document provides instructions for using the Administration web interface to provision the subsystems
of the Unified CCX package and to configure Unified CCX applications.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_
list.html.
Cisco Unified Communications Operating System Administration Guide for Cisco Unified CCX and Cisco
Unified IP IVR
This document describes the system administration functions through the Cisco Unified Communications
operating system for Unified CCX.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_installation_and_configuration_guides_
list.html.
Cisco Unified Contact Center Express CTI Protocol Developer Guide
This document describes how to use the Unified CCX CTI protocol messages, and provides the CTI protocol
message definitions, and provides client application development guidelines.
The latest guide is located at:
https://developer.cisco.com/web/uccxcti/documentation.
Cisco Unified Contact Center Express Developer Guide
This document describes all of the configuration REST APIs that are available for Unified CCX.
The latest guide is located at:
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Documentation Guide
Maintain and Operate
http://developer.cisco.com/web/uccxapi/home.
Cisco Unified Contact Center Express Getting Started with Scripts
This document is volume 1 of the Scripting and Development Series, which contains three volumes, and
describes how to use the Unified CCX Editor to develop interactive scripts. It presents the properties of Unified
CCX Editor.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programming_reference_guides_list.html.
Cisco Unified Contact Center Express Editor Step Reference Guide
This document is volume 2 of the Scripting and Development Series, which contains three volumes, and
describes how to use the Unified CCX Editor to develop interactive scripts. It describes how to use the Cisco
Editor interface to create interactive scripts.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programming_reference_guides_list.html.
Cisco Unified Contact Center Express Expression Language Reference Guide
This document is volume 3 of the Scripting and Development Series, which contains three volumes, and
describes how to use the Unified CCX Editor to develop interactive scripts. It describes the language used
for evaluation expressions in Unified CCX scripts, prompt templates, and grammar templates.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programming_reference_guides_list.html.
Cisco Unified Contact Center Express Report Developer Guide
This document describes the call, chat, and email detail records. It describes how to create new reports in a
standalone Cisco Unified Intelligence Center.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programming_reference_guides_list.html.
Integrating CAD with a Thin Client Environment
This document describes which versions of Cisco Agent Desktops are supported in various thin client and
virtual desktop environments.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps427/products_implementation_design_guides_list.html.
Maintain and Operate
Cisco Unified Contact Center Express Operations Guide
This document describes all of the operations that are related to Unified CCX:
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Documentation Guide
User
• Using the Unified CCX Serviceability interface to configure, monitor, and troubleshoot Unified CCX
services and components.
• Using Real-Time Monitoring Tool (RTMT) to monitor system performance and troubleshoot system
problems.
• Backing up and restoring.
• Using CLI commands to configure, administer and troubleshoot Unified CCX.
• Using the TCP and UCP ports.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_maintenance_guides_list.html.
User
Cisco Agent Desktop—Browser Edition Quick Start Guide
This document is a reference card that gets you started with the browser edition of Cisco Agent Desktop.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.
Cisco Agent Desktop—Browser Edition User Guide
This document describes how to use the browser edition of Cisco Agent Desktop.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.
Cisco Agent Desktop Quick Start Guide
This document is a reference card that gets you started with the Cisco Agent Desktop.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps427/products_user_guide_list.html.
Cisco Agent Desktop User Guide
This document describes how to use the Cisco Agent Desktop to control calls.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.
Cisco Desktop Administrator User Guide
This document describes how to use the Cisco Desktop Administrator to configure and administer Cisco
Desktop products.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.
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User
Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express
This document describes how to use Finesse agent desktop and Finesse supervisor desktop.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.
Cisco IP Phone Agent Quick Start Guide
This document is a reference card that gets you started with the Cisco IP phone.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.
Cisco IP Phone Agent User Guide
This document describes how to use the Cisco IP Phone Agent service interface to control calls.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.
Cisco Supervisor Desktop Quick Start Guide
This document is a reference card that gets you started with the Cisco Supervisor Desktop.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.
Cisco Supervisor Desktop User Guide
This document describes how to use the Cisco Supervisor Desktop and how to monitor agent activity and
skill group statistics.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.
Cisco Unified CCX Web Chat and Supervisor Desktop User Guide
This document describes how to use the Web Chat Agent Desktop and Web Chat Supervisor Desktop.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.
Cisco Unified Contact Center Express Report Online Help
Online help file is available for each report. It describes the fields, charts, available views, filters, and grouping.
Cisco Unified Contact Center Express Report User Guide
This document describes the features that are available to a user using Unified Intelligence Center.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_user_guide_list.html.
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Troubleshoot
Troubleshoot
Cisco CAD Troubleshooting Guide
This document describes how to troubleshoot Cisco Agent Desktop, Cisco Agent Desktop—Browser Edition,
Cisco Desktop Administrator, Cisco Supervisor Desktop.
The latest guide is located at:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_troubleshooting_guides_list.html.
Troubleshooting Unified Contact Center Express
The troubleshooting wiki is the location for all Unified CCX troubleshooting tips, and is a useful reference
for all users.
The latest troubleshooting tips are located at:
http://docwiki.cisco.com/wiki/Troubleshooting_Unified_Contact_Center_Express
Reference
CAD to Finesse Migration Whitepaper
This white paper compares the Cisco Agent Desktop / Cisco Supervisor Desktop with Finesse desktops.
The latest white paper is located at: http://www.cisco.com/en/US/partner/products/ps11324/prod_white_
papers_list.html.
Cisco Unified CCX Database Schema Guide
This document describes how data is organized in the Unified CCX databases.
The latest guide is located at: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_technical_
reference_list.html.
Related Documentation
This section provides links to the documentation of the product components that are deployed with Unified
CCX.
Finesse
For Cisco Finesse documentation, see:
http://www.cisco.com/en/US/products/ps11324/tsd_products_support_series_home.html.
MRCP, ASR and TTS
For Media Resource Control Protocol (MRCP), Automated Speech Recognition (ASR), and the MRCP
Text-to-Speech (TTS) client components documentation, contact the speech vendor, Nuance.
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Documentation Guide
Related Documentation
SocialMiner
For Cisco SocialMiner documentation, see:
http://www.cisco.com/en/US/products/ps11349/tsd_products_support_series_home.html.
Unified Communications Manager
For Cisco Unified Communications Manager documentation, see:
http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html.
Unified Intelligence Center
For Cisco Unified Intelligence Center documentation, see:
http://www.cisco.com/en/US/products/ps9755/tsd_products_support_series_home.html.
Unified Workforce Optimization Workforce Management
For Cisco Unified Workforce Optimization Workforce Management documentation, see:
http://www.cisco.com/en/US/partner/products/ps8293/tsd_products_support_series_home.html.
Unified Workforce Optimization Quality Management
For Cisco Unified Workforce Optimization Quality Management documentation, see:
http://www.cisco.com/en/US/partner/products/ps8293/tsd_products_support_series_home.html.
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Documentation Guide
Related Documentation
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