Unified Communications Manager-Based Silent Monitor Configuration
|
|
- Jacob Paul
- 5 years ago
- Views:
Transcription
1 Unified Communications Manager-Based Silent Monitor Configuration Unified CM Silent Monitor Configuration and Administration, page 1 CTI OS and Silent Monitoring, page 6 Restrictions, page 7 Unified CM Silent Monitor Configuration and Administration This section describes how to configure devices and JTAPI users on Unified CM to enable silent monitoring. 1
2 Enable Built-In Bridge for Agent Device Unified Communications Manager-Based Silent Monitor Configuration Enable Built-In Bridge for Agent Device On the Phone Configuration page, set Built-In Bridge to On for the agent device to be silently monitored. Figure 1: Phone Configuration (Built-In Bridge) Add PG User to Standard CTI Allow Call Monitor A user group called Standard CTI Allow Call Monitor contains the set of application users that can silent monitor calls. You must add the PG user to the Standard CTI Allow Call Monitor user group to silent monitor 2
3 Unified Communications Manager-Based Silent Monitor Configuration Monitoring Calling Search Space calls. The following figure shows an example of an Application User Configuration page with an Application User added to the Standard CTI Allow Call Monitor user group. Figure 2: Application User Configuration (CTI Allow Call Monitoring) Monitoring Calling Search Space On the supervisor's line appearance page, there is an entry for Monitoring Calling Search Space. The administrator enters the previously created partition for the agent that can be monitored. The Monitoring Calling Search Space on the supervisor's line appearance page must include the partition to which the agent's line belongs. 3
4 Monitoring Calling Search Space Unified Communications Manager-Based Silent Monitor Configuration The following figure shows the Route Partition on the agent's line appearance page. Figure 3: Agent Route Partition 4
5 Unified Communications Manager-Based Silent Monitor Configuration Monitoring Notification Tone The following figure shows the Monitoring Calling Search Space on the supervisor's line appearance page. Figure 4: Supervisor Monitoring Calling Search Space Monitoring Notification Tone You can configure a monitoring notification tone using the Service Parameter Configuration page in Unified CM Administration. There are two entries: Play Monitoring Notification Tone to Observed Target When set to true, this option plays the tone to the monitored party (usually an agent). Play Monitoring Notification Tone to Observed Connected Parties When set to true, this option plays the tone to the party to which the monitored party is talking (usually a customer). You can configure a monitoring notification tone using the Service Parameter Configuration page in the Unified CM Administration Interface/Select Server/Select Unified CM (active) for Service. 5
6 CTI OS and Silent Monitoring Unified Communications Manager-Based Silent Monitor Configuration The following figure illustrates both tones enabled. Figure 5: Notification Tones CTI OS and Silent Monitoring You can configure the CTI OS Server to use either the Unified CM-based silent monitor or the CTI OS-based silent monitor. This is controlled by the following field in the CTI OS Server registry: HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems Inc.\ CTIOS\<CTIOSInstanceName>\<CTIOSServerName>\EnterpriseDesktopSettings\All Desktops\IPCCSilentMonitor\Name\Settings\CCMBasedSilentMonitor This field is a DWORD. If this field is present and is set to 1, the Unified CM-based silent monitor is used. If this field is set to 0, the CTI OS-based silent monitor is used. Run the CTI OS Server setup program to enable the Unified CM-based silent monitor. If the server setup program is not run, the Unified C-BasedSilentMonitor field is not present causing CTI OS to use the CTI OS-based silent monitor. You can also run the setup program to reconfigure the CTI OS-based silent monitor. 6
7 Unified Communications Manager-Based Silent Monitor Configuration Restrictions Restrictions Phones The Unified Communications Manager silent monitoring only supports Cisco IP Phones that have a Built-In Bridge (BIB). See the Unified CCE Compatibility Matrix for a list of supported phones. Deployments without these phones or deployments with mobile agents must use the CTI OS-based silent monitor. Cisco Unified CM Cisco Unified CM is required. CTI OS Desktop Versions The CTI OS Server and CTI OS desktop versions cannot be higher than the Central Controller version. For more information about server compatibility, see the Compatibility Matrix for Unified CCE at docwiki.cisco.com/wiki/compatibility_matrix_for_unified_cce. Recording Applications Recording applications record agent conversations. Recording applications do not interfere with silent monitoring. Transfer and Conferencing of Monitored Calls Supervisors cannot transfer or conference silent monitor calls because these functions are not supported. 7
8 Transfer and Conferencing of Monitored Calls Unified Communications Manager-Based Silent Monitor Configuration 8
Unified CM-based silent monitor configuration
Unified CM-based silent monitor configuration Unified CM silent monitor configuration and administration, page 1 CTI OS and silent monitoring, page 6 Restrictions, page 7 Unified CM silent monitor configuration
More informationCTI OS Server Installation
This chapter lists some guidelines to consider when you install the CTI OS Server and provides procedures for these tasks. Caution You cannot run the installer remotely. Mount the installer ISO file only
More informationCisco Remote Silent Monitoring
Change History, page 1 New Features, page 1 Updated Features, page 2 Deprecated Features, page 2 Important Notes, page 2 Removed and Unsupported Features, page 5 Third-Party Software Impacts, page 5 Change
More informationSilent Monitoring. Silent Monitoring Overview
Overview, page 1 Prerequisites, page 2 Configure Task Flow, page 2 Interactions and Restrictions, page 8 Overview Silent call monitoring allows a supervisor to eavesdrop on a phone conversation. The most
More informationCTI OS Server Installation
This chapter lists some guidelines to consider when you install the CTI OS Server and provides procedures for these tasks. Caution You cannot run the installer remotely. Mount the installer ISO file only
More informationCTI OS Server installation
CTI OS Server installation This chapter lists some guidelines to consider when you install the CTI OS Server and provides procedures for these tasks. Caution Running CTI OS setup over the network is not
More informationYou can configure different reason codes with the same reason code label across various teams.
The Reasons tab on the Cisco Finesse administration console allows you to view, add, edit, and delete Not Ready reason codes, Sign Out reason codes, and Wrap-Up reasons. The reason codes you configure
More informationMobile Agent. Capabilities. Cisco Unified Mobile Agent Description. Unified Mobile Agent Provides Agent Sign-In Flexibility
Capabilities, page 1 Initial setup, page 7 Administration and usage, page 17 Capabilities Cisco Unified Description Unified supports call center agents using phones that Packaged CCE does not directly
More informationRecording. Recording Overview
Overview, page 1 Prerequisites, page 3 Configuration Task Flow, page 3 Call Flow Examples, page 16 Interactions and Restrictions, page 16 Overview Call recording is a Cisco Unified Communications Manager
More informationAgent Administration
This chapter explains the tasks you must be familiar with when setting up agents for your Unified CCE contact center. Administering Agents, page 1 Configure Not Ready Reason Codes, page 4 Agent Feature
More informationAUCCE2: Administering Cisco Unified Contact Center Enterprise Part 2, v10.x
AUCCE2: Administering Cisco Unified Contact Center Enterprise Part 2, v10.x Description Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE2) is a 5 day instructor-led course for system
More informationRelease Notes for Cisco Finesse Release 9.0(1)
These release notes provide the following information. You might need to notify your users about some of the information provided in this document. Introduction, page 1 Hardware and Software Specifications
More informationAdministrators Guide Silent Monitoring
Administrators Guide Silent Monitoring Applications for Cisco Unified Communications Directory Solutions IPS Global Directory Web Directory IPS Popup Personal Directory ClickNDial Provisioning Corporate
More informationManage Reasons. Not Ready Reason Codes
The Reasons tab on the Cisco Finesse administration console allows you to view, add, edit, and delete Not Ready reason codes, Sign Out reason codes, and Wrap-Up reasons. The reason codes you configure
More informationNew and Changed Information
CHAPTER 2 This chapter describes new and changed JTAPI information for Cisco Unified Communications Manager, release 9.1(1) and features supported in the previous releases. It contains the following sections:
More informationTest Bed 3: Call Flows and Redundancy
Bed 3: Call Flows and Redundancy This topic provides configuration information for a variety of sample call flows that were tested and verified in Bed 3 in the contact center environment for Cisco Unified
More informationMonitoring and Recording
CHAPTER 34 Call centers need to be able to guarantee the quality of customer service that an agent in a call center provides. To protect themselves from legal liability, call centers need to be able to
More informationCommon Ground Upgrade
Preupgrade Overview, on page 1 Common Ground Preupgrade Task Flow, on page 2 Common Ground Preupgrade Tasks, on page 3 Task Flow, on page 7 Tasks, on page 11 Preupgrade Overview The preupgrade process
More informationCalabrio Recording Services. Deployment Guide for Cisco MediaSense
Calabrio Recording Services Deployment Guide for Cisco MediaSense Version First Published: September 30, 2014 Last Updated: June 3, 2014 Calabrio and Calabrio ONE are registered trademarks and the Calabrio
More informationExam Name: Unified Communications Contact Center
Vendor: Cisco Exam Code: 642-165 Exam Name: Unified Communications Contact Center Express Implementation (UCCX) Version: Demo QUESTION 1 What happens if all CTI ports for the configured CTI Port Group
More informationSystem Architecture and Reporting
Unified ICM software distributes incoming telephone calls and web-initiated requests to skill-appropriate, available agents across multiple contact centers. It does this by tracking activity on all monitored
More informationUpgrade System Requirements
Upgrade System s Upgrade to Release 11.6(1), page 1 Supported Upgrade Paths, page 2 NTP Configuration s, page 3 Preupgrade System s, page 3 Upgrade to Release 11.6(1) You can upgrade to Cisco Unified CCE,
More informationMobile Agent. Capabilities. Cisco Unified Mobile Agent Description. Capabilities, page 1 Initial Setup, page 17 Administration and Usage, page 29
Capabilities, page 1 Initial Setup, page 17 Administration and Usage, page 29 Capabilities Cisco Unified Description enables an agent to use any PSTN phone and a broadband VPN connection (for agent desktop
More informationCTI OS and Cisco Agent Desktop Feature Configuration
CTI OS and Cisco Agent Desktop Feature Configuration Agent Feature Configuration with Agent Desk Settings List Tool, page 1 Supervisor Feature Configuration, page 6 Agent Re-skilling Tool, page 7 Skill
More informationCisco Deploying Unified Contact Center Enterprise v8.0 with CVP (DUCC-CVP)
Course Overview This is a 5-day class Deploying Unified Contact Center Enterprise v8.0 with CVP (DUCC-CVP v8.0) is an instructor-led course for system engineers and customers who will be involved with
More informationManage Call Variables Layouts
Call Variables Layouts, page 1 Call Variables, page 2 Configure Call Variables Layouts, page 2 Add ECC Variables to Call Variables Layout, page 4 Assign Call Variables Layouts, page 4 Manipulate Call Variables
More informationTesting Ethernet Card for Silent Monitor
On a site where IP telephony is or will be deployed, the Unified CM and the IP Phones are normally configured to use a Virtual Local Area Network (VLAN) such that voice is logically separated from data.
More informationC. Collect engine heap performance data via the Cisco Unified Real-Time Monitoring Tool.
Volume: 50 Questions Question No: 1 In a high availability over WAN deployment, which option cannot be located across the WAN from the active Cisco Unified Contact Center Express site? A. SMTP server B.
More informationCTI OS Silent Monitor Installation and Configuration
CTI OS Silent Monitor Installation and Configuration Silent Monitor Service Installation and Configuration, page 1 Silent Monitor Service Installation and Configuration This section provides an overview
More informationCTI Server Overview. How CTI Server Works
How CTI Server Works, page 1 Unified CCE Call Processing, page 2 CTI Server Configurations, page 4 CTI Server Message Set, page 7 How CTI Server Works The CTI Server provides an interface between Unified
More informationTroubleshoot CVP Agent Greeting Problems Contents
Troubleshoot CVP Agent Greeting Problems Contents Introduction Prerequisites Requirements Components Used Problem Summary 1 Problem Summary 2 Problem Summary 3 Problem Summary 4 Problem Summary 5 Problem
More informationNew and Changed Information
CHAPTER 2 This chapter describes new and changed JTAPI information for Cisco Unified Communications Manager, release 8.6(1) and features supported in the previous releases. It contains the following sections:
More informationArchitectural Overview
Unified CCE Software Overview, page 1 Outbound Option Software Components, page 2 Outbound Option Scripting, page 17 Fault Recovery, page 19 Campaign Manager Congestion Control, page 19 Unified CCE Software
More informationCommon Ground Upgrade
Preupgrade Overview, on page 1 Common Ground Preupgrade Task Flow, on page 2 Common Ground Preupgrade Tasks, on page 4 Upgrade Overview, on page 7 Task Flow, on page 10 Tasks, on page 14 Preupgrade Overview
More informationProvision Unified CM for Unified CCX
When you access Unified CCX Administration for the first time in a cluster, the system automatically initiates the cluster setup procedure once for each cluster to perform the following tasks: Identify
More informationPort Utilization in Finesse
Utilization in Finesse Utilization Table Columns, page 1 Finesse Utilization, page 2 Utilization Table Columns The columns in the port utilization tables in this document describe the following: A value
More informationCertifyMe. CertifyMe
CertifyMe Number: 642-241 Passing Score: 800 Time Limit: 120 min File Version: 9.6 http://www.gratisexam.com/ CertifyMe 642-241 Exam A QUESTION 1 In a Cisco Unified Contact Center Enterprise design, the
More informationSkill Targets. Configuration Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 10.0(1) 1
This chapter describes how to set up the entities that the system software selects to handle calls at a peripheral. This chapter also includes instructions for using the agentcfg.exe utility that allows
More informationPASS4TEST. IT Certification Guaranteed, The Easy Way! We offer free update service for one year
PASS4TEST IT Certification Guaranteed, The Easy Way! \ http://www.pass4test.com We offer free update service for one year Exam : 642-242 Title : Unified Contact Center Enterprise Implementation(UCCEI)
More informationWhisper Announcement
capabilities, page 1 Deployment tasks, page 2 Administration and Usage, page 8 capabilities plays a brief, prerecorded message to an agent just before the agent connects with each caller. The announcement
More informationCisco Unified Workforce Optimization
Cisco Unified Workforce Optimization Quality Management Design Guide Version 11.5 First Published: July 28, 2016 Last Updated: May 15, 2018 Cisco Systems, Inc. www.cisco.com THE SPECIFICATIONS AND INFORMATION
More informationID Features Tested Case Title Description Call Component Flow Status Defects UC802CL.ACE.001 Basic Call Flow Integrate Cisco Application Control
Application Control Engine System Test Results for Contact Center, Cisco Unified System Release 8.0(2) UC802CL.ACE.001 Basic Call Flow Integrate Cisco Application Control Verifies that intelligent loadbalancing
More informationUnified Communications Contact Center Express Implementation Exam.
Cisco 642-165 Unified Communications Contact Center Express Implementation Exam TYPE: DEMO http://www.examskey.com/642-165.html Examskey Cisco 642-165 exam demo product is here for you to test the quality
More informationCTI OS Supervisor Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
CTI OS Supervisor Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted July 2008 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com
More informationCustomer Guide to Cisco UCCX Integrations. March
Customer Guide to Cisco UCCX Integrations March 2017 www.incontact.com Introduction Customer Guide to Cisco UCCX Integrations Version: This guide should be used with NICE Uptivity (formerly Premise incontact
More informationHow to Deploy the Sample Script BasicQ.aef
Note If you have installed Unified IP IVR, you can also test your Unified CCE system with the Cisco Unified CM AutoAttendant (aa.aef). See Deployment of Sample Script aa.aef. The BasicQ.aef script works
More informationRelease Notes for Cisco Remote Silent Monitoring Release 9.1(1)
Release Notes for Cisco Remote Silent Monitoring Release 9.1(1) March 18, 2013 Contents Introduction, page 2 System Requirements, page 3 Related Documentation, page 3 New and Changed Information, page
More informationCustomer Guide to Cisco MediaSense Integrations. March
Customer Guide to Cisco MediaSense Integrations March 2017 www.incontact.com Introduction Customer Guide to Cisco MediaSense Integrations Version: This guide should be used with NICE Uptivity (formerly
More informationAgent Greeting. Capabilities. Agent Greeting Phone Requirements (for Local Agents Only)
Capabilities, page 1 Initial Setup, page 2 Administration and Usage, page 18 Capabilities The feature lets an agent record a message that plays automatically to callers when they connect to the agent.
More informationUnified Contact Center Enterprise Desktop
The Cisco Unified Contact Center Enterprise (CCE) solution delivers a comprehensive set of desktop applications and services. Desktop Components, page 1 Desktop Solutions, page 6 CAD User Applications,
More informationCisco Unified Workforce Optimization Quality Management
Cisco Unified Workforce Optimization Quality Management Integration Guide Version 10.5 First Published: June 2, 2014 Last Updated: June 20, 2015 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS
More informationConfiguration Limits and Feature Availability for Reference Designs
Configuration Limits and Feature Availability for s Configuration Limits, page 1 Feature Availability for s, page 13 Configuration Limits The following tables list key configuration limits for Contact
More informationCalls Originated by Cisco Unified Communications Manager
Calls Originated by Cisco Unified Communications Manager Overview, page 1 Customer Call Flows, page 2 Protocol Call Flows, page 3 Deployment Implications, page 6 Mobile Agent in UCM, page 7 Overview A
More informationUpgrade Side A. Upgrade Side A Tasks
Tasks, page 1 Unified CVP Reporting Server Preupgrade s, page 7 Common Software Upgrade s, page 9 Finesse Upgrade s, page 13 Unified Intelligence Center Upgrade s, page 13 Unified Contact Center Enterprise
More informationPort Utilization in Contact Center Enterprise
Utilization Table Columns, page 1, page 2 Unified CCMP Utilization, page 15 Unified CRM Connectors Utilization, page 18 (CAD) Utilization, page 19 Cisco Voice Integration to Genesys Call Center, page 23
More informationDefine Media Resources
Media Resource Group Overview, on page 1 Media Resource Group List, on page 2 Media Resource Group Prerequisites, on page 2 Media Resource Group Task Flow, on page 2 Media Resource Group Interactions and
More informationDesign Considerations for Integrated Features
Agent Greeting Considerations, on page 1 Application Gateway Considerations, on page 5 Cisco Outbound Option Considerations, on page 6 Courtesy Callback Considerations, on page 24 Call Context Considerations,
More informationAPI Extensions. JSP Suffix A PPENDIX A
A PPENDIX A Cisco s Remote Silent Monitoring includes a simple HTTP-driven API for making service requests into the system, as well as IP IVR and CVP call flow scripts which demonstrate the use of this
More informationDesign Considerations for Integrated Features
Agent Greeting Considerations, page 1 Cisco Outbound Option Considerations, page 5 Courtesy Callback Considerations, page 22 Call Context Considerations, page 28 Mixed Codec Considerations, page 29 Mobile
More informationSkill Groups. Reporting Concepts for Cisco Unified ICM/Contact Center Enterprise & Hosted 10.0(1) 1
This chapter provides information about skill groups. A skill group is a collection of agents at a single contact center who share a common set of competencies that equip them to handle the same types
More informationCall Transfer Options
Designing for call transfers is one of the major steps required when designing a Unified CVP deployment. There are numerous transfer options that can be used with Unified CVP. The goal of this chapter
More informationManage Finesse IP Phone Agent
Finesse IP Phone Agent, page 1 One Button Sign In, page 2 Finesse IP Phone Service Subscription Options, page 3 Set Up Application User, Web Access, and HTTPS Server Parameters, page 4 Configure Finesse
More informationServices and Processes
Services and es Services, page 1 Using the Local Desktop, page 7 ICM Service Control and Windows Task Manager, page 7 Using the Local Registry, page 8 Using the Remote SNMP Management Station, page 9 Services
More informationCisco Remote Silent Monitoring Installation and Administration Guide
Cisco Remote Silent Monitoring Installation and Administration Guide Release 9.1(1) March 18, 2013 Cisco Systems, Inc. www.cisco.com Cisco has more than 200 offices worldwide. Addresses, phone numbers,
More informationAdministering Unified Contact Center Enterprise Part 1 (AUCCE 1)
Administering Unified Contact Center Enterprise Part 1 (AUCCE 1) COURSE OVERVIEW: Administering Cisco Unified Contact Center Enterprise Part 1 (AUCCE Part 1) is a 5-day instructor-led course developed
More informationCisco Finesse Desktop Interface
When you sign in to Cisco Finesse, the appearance of the desktop depends on whether your role is that of an agent or a supervisor. Supervisors have additional features that appear on their desktops. This
More informationSecurity and Monitoring
Logout Inactivity Timer, page 1 Problem Reporting, page 1 Set Device PIN, page 3 Silent Monitoring and Call Recording, page 4 Telemetry, page 4 Logout Inactivity Timer Applies to: All clients The sign
More informationDeployment Models. Cisco Unified Contact Center Enterprise Solution Reference Network Design, Release 9.x 1
There are numerous ways that Unified Contact Center Enterprise (Unified CCE) can be deployed, but the deployments can generally be categorized into the following major types or models: Single Site Multisite
More informationManage Agents. Agents
Agents, page 1 Add and Maintain Agents, page 2 Search for Agents, page 5 Manage Agent Environment, page 6 Manage Agent Expertise, page 11 Agent Reskilling, page 11 Edit Skill Group Membership for Multiple
More informationT-Server for Cisco UCM Deployment Guide. T-Servers 8.1.2
T-Server for Cisco UCM Deployment Guide T-Servers 8.1.2 3/8/2018 Table of Contents Supplement to T-Server for Cisco UCM Deployment Guide 3 Cross-cluster supervisor monitoring 4 Extend and connect 5 TLS
More informationRedundancy. Cisco Unified Communications Manager Redundancy Groups CHAPTER
CHAPTER 7 Cisco Unified Communications Manager provides several forms of redundancy: Call-processing redundancy Using Cisco Unified Communications Manager groups, you can designate backup Cisco Unified
More informationProduct Datasheet Voice Alert
Product Datasheet Voice Alert Directory Phone Directory Jabber UDS Server Web Directory IPS Popup / Reverse Lookup Personal Directory H350 Video Conf directory Corporate Speed Dials ClickNDial Alerting
More informationEnterprise Chat and Deployment and Maintenance Guide, Release 11.6(1)
Enterprise Chat and Email Deployment and Maintenance Guide, Release 11.6(1) For Unified Contact Center Enterprise First Published: August 2017 Last Modified: October 2017 Americas Headquarters Cisco Systems,
More informationFor more information about the Cisco Jabber suite of products, see https://www.cisco.com/go/jabber.
About Cisco Jabber, page 1 Purpose of this Guide, page 1 Feature Configuration Overview, page 1 About Cisco Jabber Cisco Jabber is a suite of Unified Communications applications that allow seamless interaction
More informationGet started with Cisco UC Integration for Microsoft Lync
Get started with Cisco UC Integration for Microsoft Lync Cisco UC Integration for Microsoft Lync, page 1 Docked Window, page 2 Incoming Call Window, page 2 Call Window, page 3 Hub Window, page 4 Options
More informationAgent Greeting. Capabilities. Agent Greeting Phone Requirements (for Local Agents Only)
Capabilities, page 1 Initial Setup, page 3 Administration and Usage, page 24 Reporting, page 26 Serviceability, page 27 Capabilities The feature lets an agent record a message that plays automatically
More informationAdministering Cisco Unified Contact Center Enterprise Boot Camp
Administering Cisco Unified Contact Center Enterprise Boot Camp AUCCE-BC v10.0; 5 days, Instructor-led Course Description The Administering Cisco Unified Contact Center Enterprise Bootcamp is a 5 day,
More informationCISCO CONFIGURATION GUIDE
CISCO CONFIGURATION GUIDE Updated March 17, 2016 Table Of Contents Section 1 Cisco Configuration 1.1 Configure Cisco Unified Application Users...1 1.2 Configure Cisco Unity Connection Monitoring...5 Section
More informationCall Transfer Options
Release Trunk Transfer, page 1 ICM Managed Transfer, page 4 Network Transfer, page 5 SIP Refer Transfer, page 6 Intelligent Network Release Trunk Transfers, page 6 VoiceXML Transfer, page 6 Release Trunk
More informationAdministering Unified Contact Center Enterprise Part 2 (AUCCE 2)
Administering Unified Contact Center Enterprise Part 2 (AUCCE 2) COURSE OVERVIEW: Administering Cisco Unified Contact Center Enterprise Part 2 (AUCCE Part 2) is an Advanced 5-day instructor-led course
More informationRelease Notes for Cisco Unified CRM Connector for SAP Release 1.0(2)
Release Notes for Cisco Unified CRM Connector for SAP Release 1.0(2) February 26, 2010 These release notes describe the Release 1.0(2) of Cisco Unified CRM Connector for SAP. To view the release notes
More informationCisco recommends that you have agents configured with DNs already configured on CM and integrated within UCCE.
Contents Introduction Prerequisites Requirements Components Used Configure Network Diagram Configuration Verify Troubleshoot Unsupported Configurations Introduction This document describes to end users
More informationCommand or Action Step 1. Create and Configure Cisco Jabber Devices, on page 1
Create Softphones Workflow, page 1 Create Softphones Workflow Command or Action Purpose Create and Configure Cisco Jabber Devices, on page 1 Create at least one device for every user that will access Cisco
More informationCisco Jabber Features and Options
Cisco Jabber 10.6 Features, page 1 Cisco Jabber Features for Windows, Mac, ios and Android, page 3 Cisco Jabber Features for Windows, page 15 Cisco Jabber Features for Mac, page 36 Cisco Jabber for Android
More informationCisco Remote Silent Monitoring Installation and Administration Guide
Cisco Remote Silent Monitoring Installation and Administration Guide Release 1.0(2) March, 2009 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com
More informationCisco Finesse Desktop Interface
When you sign in to Cisco Finesse, the appearance of the desktop depends on whether your role is that of an agent or a supervisor. Supervisors have additional features that appear on their desktops. This
More informationCisco Agent Desktop for Cisco Unified Contact Center 7.X
Cisco Agent Desktop for Cisco Unified Contact Center 7.X Cisco Agent Desktop Overview Cisco Agent Desktop is a powerful team productivity and management suite of software solutions for the Cisco Unified
More informationRelease Notes for Cisco Remote Silent Monitoring Release 8.0(1)
Release Notes for Cisco Remote Silent Monitoring Release 8.0(1) March 09, 2010 Contents Introduction, page 2 System Requirements, page 2 Related Documentation, page 3 New and Changed Information, page
More informationCisco Outbound Option Description
Cisco Outbound Option Feature Description, page 1 Cisco Outbound Option Processes, page 2 Benefits of Cisco Outbound Option, page 2 Cisco Outbound Option Deployment Considerations, page 3 Outbound Dialing
More informationContact Center Assurance Dashboards
The Cisco Prime Collaboration Contact Center Assurance performance dashboards help you to monitor your network by providing near real-time information about the Contact Center components such as Cisco
More informationCustomer Guide to Cisco JTAPI- BiB Integrations. March
Customer Guide to Cisco JTAPI- BiB Integrations March 2017 www.incontact.com Introduction Customer Guide to Cisco JTAPI-BiB Integrations Version: This guide should be used with NICE Uptivity (formerly
More informationDeploying Unified Contact Center Enterprise (DUCCE)
Deploying Unified Contact Center Enterprise (DUCCE) COURSE OVERVIEW: Deploying Cisco Unified Contact Center Enterprise (DUCCE) is a 5-day instructor-led course developed by Sunset Learning Institute intended
More informationMonitor System Status
View Cluster Nodes Status, on page 1 View Hardware Status, on page 1 View Network Status, on page 2 View Installed Software, on page 2 View System Status, on page 2 View IP Preferences, on page 3 View
More informationProduct Architecture. Cisco Unified Contact Center
The following section provides an overview of the Cisco Unified Contact Center (Unified CC) Architecture. Cisco Unified Contact Center, page 1 Router, page 3 Logger, page 3 Peripheral Gateway, page 4 Configuration
More informationSmall Contact Center Agent Deployment Model
Small Contact Center Deployment, page 1 Small Contact Center Deployment The Small Contact Center (SCC) deployment model splits your contact center into shared and dedicated components. It provides several
More informationPeripherals and Trunk Groups
This chapter describes how to configure peripherals and the trunk groups associated with them. It includes: An introduction to the peripheral subsystem Instructions on how to view, define, delete, or modify:
More informationT-Server Fundamentals
This chapter provides general information about T-Server features and functionality and about its configuration and installation. Generally, this chapter presents overview information that applies to all
More informationProduct Datasheet Conference Center
Product Datasheet Conference Center Directory Phone Directory Jabber UDS Server Web Directory IPS Popup / Reverse Lookup Personal Directory H350 Video Conf directory Corporate Speed Dials ClickNDial Alerting
More informationCisco Supervisor Desktop User Guide
Cisco Supervisor Desktop User Guide CAD 7.6 for Cisco Unified Contact Center Enterprise Release 7.5 First Published: May 2010 Last Modified: March 25, 2013 Americas Headquarters Cisco Systems, Inc. 170
More informationCreate Virtual Machines for Components
About Creatings VMs, on page Create VM for Unified CCE PG, on page Create VM for Unified CCE Rogger, on page Create VM for Unified CCE AW-HDS-DDS, on page Create VMs for the Cisco Unified Customer Voice
More information