Documentation Guide

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Format: PDF 1.4 Title: Cisco Unified Contact Center Express Documentation Guide, Release 12.5(1) SU3 Author: Unknown Creator: DITA Open Toolkit Producer: XEP 4.30.961; modified using iText 2.1.7 by 1T3XT Creation Date: D:20230704063137Z Mod Date: D:20230703234145-07'00'

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Cisco Unified Contact Center Express Documentation Guide, Release 12.5(1) SU3 First Published: 2023-05-08 Last Modified: 2023-05-08 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883

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THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB's public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS" WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental. All printed copies and duplicate soft copies of this document are considered uncontrolled. See the current online version for the latest version. Cisco has more than 200 offices worldwide. Addresses and phone numbers are listed on the Cisco website at www.cisco.com/go/offices. The documentation set for this product strives to use bias-free language. For purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on standards documentation, or language that is used by a referenced third-party product. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: https://www.cisco.com/c/en/us/about/legal/trademarks.html. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1721R) © 2023 Cisco Systems, Inc. All rights reserved.

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C O N T E N T S Documentation Guide 1 C H A P T E R 1 Overview 1 Document Changes 1 Plan 3 Install and Upgrade 4 Configure 5 User 7 Reference 7 Cisco Security Advisories 7 Related Documentation 7 Cisco Unified Contact Center Express Documentation Guide, Release 12.5(1) SU3 iii

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Cisco Unified Contact Center Express Documentation Guide, Release 12.5(1) SU3 iv Contents

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C H A P T E R 1 Documentation Guide • Overview, on page 1 Overview This documentation guide provides details of all the documents for this release of Unified Contact Center Express (Unified CCX), Release 12.5(1) SU3 and contains links to the documents. For the latest version of all of the documents of Unified CCX, see: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/ tsd-products-support-series-home.html. Document Changes The following tables identify the documents that changed for this release. New Solution Documents in This Release There are no new solution documents in this release. New Documents in This Release There are no new Unified CCX documents in this release. Documents Updated in This Release The following table lists the documents that are updated for this release. Notes Document Updates to this document are as follows: Added the license smart hostname enable and license smart hostname disable commands Cisco Unified Contact Center Express Administration and Operations Guide(https://www.cisco.com/c/en/ us/support/customer-collaboration/ unified-contact-center-express/ products-maintenance-guides-list.html) Cisco Unified Contact Center Express Documentation Guide, Release 12.5(1) SU3 1

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Notes Document Updates to this document are as follows: • Added information about the type of license consumed by agents (Standard or Premium), irrespective of their configuration • Added information that product instance reports license usage to CSSM every 8 hours, instead of 15 minutes • Added information that if CSSM reports Out of Compliance, the product instance immediately transitions to Out of Compliance state, without any waiting time • Added information that peak license usage is reported to CSSM every 8 hours, instead of 15 minutes • Added information that license consumption is recomputed every 8 hours, instead of 15 minutes • Added information about License Control not applicable for License Reservation Cisco Unified Contact Center Express Features Guide(https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-express/ products-feature-guides-list.html) Added details about preupgrade COP files Cisco Unified Contact Center Express Installation and Upgrade Guide(https://www.cisco.com/c/en/us/ support/customer-collaboration/ unified-contact-center-express/ products-installation-guides-list.html) Documents Not Published for 12.5(1) SU3 The following guides are not published for 12.5(1) SU3 because there were no updates in this release. Notes Document https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-express/products-user-guide-list.html Cisco Unified Contact Center Express Reporting User Guide https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-enterprise/products-user-guide-list.html Cisco Unified Contact Center Express Database Schema Guide https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-express/products-user-guide-list.html Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-express/products-user-guide-list.html Cisco Unified Contact Center Express Report User Guide https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-express/ products-documentation-roadmaps-list.html Cisco Customer Collaboration Platform Documentation Guide Cisco Unified Contact Center Express Documentation Guide, Release 12.5(1) SU3 2 Documentation Guide Document Changes

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Notes Document https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-express/ products-installation-guides-list.html Cisco Customer Collaboration Platform Installation and Upgrade Guide https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-express/ products-implementation-design-guides-list.html Solution Design Guide for Cisco Unified Contact Center Express https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-express/ products-installation-and-configuration-guides-list.html Port Utilization Guide for Cisco Unified Contact Center Express Solution https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-express/ products-maintenance-guides-list.html Cisco Unified Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-express/ products-technical-reference-list.html Cisco Unified Contact Center Express Database Schema Guide Documents Retired in This Release None Other Documentation Sources This table lists other documentation sources that are updated in this release: Notes Document Updated to meet Cisco Unified Contact Center Express, Release 12.5(1) SU3 requirements. To view the page, see https://www.cisco.com/c/en/us/support/ customer-collaboration/unified-contact-center-express/ products-device-support-tables-list.html. Compatibility Matrix for Cisco Unified Contact Center Express 12.5(1) SU3 Plan The guides listed in this section relate to planning and designing a Unified CCX system. Cisco Customer Contact Solutions Ordering Guide This document describes the pricing, packaging structure and ordering for Unified CCX. The latest guide is located at: https://www.cisco.com/en/US/docs/voice\_ip\_comm/uc\_system/design/guides/UCgoList.html. Cisco Unified Contact Center Express Solution Design Guide This document describes system-level best practices and design guidelines for Unified CCX Solution and the solution components. Cisco Unified Contact Center Express Documentation Guide, Release 12.5(1) SU3 3 Documentation Guide Plan

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The latest guide is located at: https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products\_implementation\_design\_guides\_list.html Release Notes for Unified Contact Center Express Solution This document describes the new features, updated features, and caveats for Unified CCX Solution. Users should read the latest release notes before initially installing or upgrading their Unified CCX system. The latest guide is located at: https://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: https://www.cisco.com/c/en/us/about/legal/open-source-documentation-responsive.html?flt0\_ general-table0=Unified%20contact%20center%20express&flt1_general-table0=12.5(1)#~documentation. Compatibility Matrix for Unified Contact Center Express This compatibility document lists supported product combinations for active Unified CCX product sets. The latest compatibility information is located at: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/ products-device-support-tables-list.html Virtualization for Cisco Unified Contact Center Express The virtualization document describes Unified CCX virtualization requirements, guidelines, and procedures. The latest virtualization-related information is located at: https://www.cisco.com/c/dam/en/us/td/docs/voice\_ip\_comm/uc\_system/virtualization/ virtualization-cisco-unified-contact-center-express.html Install and Upgrade The guides listed in this section relate to installing and upgrading Unified CCX. 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: https://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: Cisco Unified Contact Center Express Documentation Guide, Release 12.5(1) SU3 4 Documentation Guide Install and Upgrade

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https://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod\_installation\_guides\_list.html. Configure The guides listed in this section relate to configuring a Unified CCX system. Configuration tasks are normally completed after you install the product or system. Cisco Unified CCX Administration and Operations Guide This document provides instructions for using the Unified CCX Administration web interface to provision the subsystems of the Unified CCX package and to configure Unified CCX applications. This document also describes all the operations that are related to Unified CCX: • 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: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/ products-maintenance-guides-list.html. Cisco Unified Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR This document describes the system administration functions through the Cisco Unified Operating System for Unified CCX. The latest guide is located at: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/ products-maintenance-guides-list.html. Cisco Unified Contact Center Express Features Guide This document describes Cisco Webex Experience Management. The Cisco Webex Experience Management is a cloud service to configure surveys. The latest guide is located at: https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-feature-guides-list.html. Port Utilization Guide for Cisco Unified Contact Center Express Solutions This document describes all the operations using the TCP and UCP ports that are related to Unified CCX and its components. The latest guide is located at: Cisco Unified Contact Center Express Documentation Guide, Release 12.5(1) SU3 5 Documentation Guide Configure

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https://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/docs/contact-center-express/\#!previous-documentation-pdfs. Cisco Unified Contact Center Express Developer Guide This document describes all the configuration REST APIs that are available for Unified CCX. The latest guide is located at: https://developer.cisco.com/docs/contact-center-express/ 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: https://developer.cisco.com/docs/contact-center-express/ 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: https://developer.cisco.com/docs/contact-center-express/ 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: https://developer.cisco.com/docs/contact-center-express/ 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 by using Cisco Unified Intelligence Center. The latest guide is located at: https://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod\_technical\_reference\_list.html Cisco Unified Contact Center Express Documentation Guide, Release 12.5(1) SU3 6 Documentation Guide Configure

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User The guides listed in this section are for agents, supervisors, and reporting administrators of Unified CCX. 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: https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products\_user\_guide\_list.html. Cisco Unified Contact Center Express Reporting User Guide This document describes the features that are available to a user using Unified Intelligence Center and all the fields in the Historical Reports and provides the query designs for the Historical Reports. This document also describes the fields, charts, available views, filters, and grouping for the Historical and Live Data Reports. The latest guide is located at: https://www.cisco.com/en/US/products/sw/custcosw/ps1846/products\_user\_guide\_list.html. Reference The guides listed in this section are technical references related to Unified CCX. Cisco Unified CCX Database Schema Guide This document describes how data is organized in the Unified CCX databases. The latest guide is located at: https://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod\_technical\_ reference_list.html. Cisco Security Advisories Addressing security issues in Cisco products is the responsibility of the Cisco Product Security Incident Response Team (PSIRT). The Cisco PSIRT is a dedicated, global team that manages the receipt, investigation, and public reporting of security vulnerability information that relates to Cisco products and networks. For information on existing security issues, see Cisco Security Advisories, Responses, and Alerts at: https://tools.cisco.com/security/center/publicationListing.x Related Documentation This section provides links to the documentation of the product components that are deployed with Unified CCX. Link Subject For Cisco Finesse documentation, see: https://www.cisco.com/en/US/products/ps11324/tsd\_products\_support\_series\_ home.html. Finesse Cisco Unified Contact Center Express Documentation Guide, Release 12.5(1) SU3 7 Documentation Guide User

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Link Subject For Media Resource Control Protocol (MRCP), Automated Speech Recognition (ASR), and the MRCP Text-to-Speech (TTS) client components, see the Third-Party section of the latest compatibility information is located at: https://www.cisco.com/c/en/us/support/customer-collaboration/ unified-contact-center-express/products-device-support-tables-list.html. MRCP, ASR and TTS For Cisco SocialMiner documentation, see: https://www.cisco.com/en/US/products/ps11349/tsd\_products\_support\_series\_ home.html. SocialMiner For Cisco Unified Communications Manager documentation, see: https://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd\_products\_support\_ series_home.html. Cisco Unified Communications Manager For Cisco Unified Intelligence Center documentation, see: https://www.cisco.com/en/US/products/ps9755/tsd\_products\_support\_series\_ home.html. Cisco Unified Intelligence Center For Cisco Unified Workforce Optimization Workforce Management documentation, see: https://www.cisco.com/en/US/partner/products/ps8293/tsd\_products\_support\_ series_home.html. Unified Workforce Optimization Workforce Management For Cisco Unified Workforce Optimization Advanced Quality Management documentation, see: https://www.cisco.com/en/US/partner/products/ps8293/tsd\_products\_support\_ series_home.html. Unified Workforce Optimization Advanced Quality Management Cisco Unified Contact Center Express Documentation Guide, Release 12.5(1) SU3 8 Documentation Guide Related Documentation

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