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

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

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

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

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

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

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

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

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