Cisco Cisco ICM Web Tools
Cisco Unified ICM/Contact Center Enterprise & Hosted, Release 7.x
Serviceability Best Practices Guide
©2011 Cisco Systems, Inc.
7
1 Introduction
The Serviceability Best Practices Guide is intended to provide information to effectively monitor and manage
Cisco Unified Contact Center Enterprise (Unified CCE) / Hosted (Unified CCH) and Cisco Unified
Intelligent Contact Management Enterprise (Unified ICME) and Hosted (Unified ICMH).
Intelligent Contact Management Enterprise (Unified ICME) and Hosted (Unified ICMH).
1.1 Target Audience
The target audience for this document is system administrators who will be monitoring and managing
Unified CCE/Unified CCH and Unified ICME/Unified ICMH.
Unified CCE/Unified CCH and Unified ICME/Unified ICMH.
1.2 Document Intent and Focus
The intent of this document is to provide the reader (presumably one who does not necessarily
possess extensive, detailed knowledge of the use of Unified ICM/Unified CC) with sufficient
information to understand the product from a management perspective, and to describe in detail the
capabilities of the management interfaces and features. The hope is that the reader can then formulate
a management and monitoring strategy or easily integrate the management of Unified ICM/Unified
CC into an existing network management infrastructure.
possess extensive, detailed knowledge of the use of Unified ICM/Unified CC) with sufficient
information to understand the product from a management perspective, and to describe in detail the
capabilities of the management interfaces and features. The hope is that the reader can then formulate
a management and monitoring strategy or easily integrate the management of Unified ICM/Unified
CC into an existing network management infrastructure.
The focus of this document is Unified CCE. The vast majority of the content and serviceability
features are supported by (and the vast majority of the content applies to) Unified ICME management
as well. Where certain content is specific only to one product or the other, such a notation will be
made.
features are supported by (and the vast majority of the content applies to) Unified ICME management
as well. Where certain content is specific only to one product or the other, such a notation will be
made.
1.3 Product Names
Some of the product names and other terminology have been changed over time. Some of the
supporting documentation has not been updated to reflect the new names. In some cases, even user
interfaces and splash screens have yet to be modified to reflect current release product names.
supporting documentation has not been updated to reflect the new names. In some cases, even user
interfaces and splash screens have yet to be modified to reflect current release product names.
Table 1-1: Product Names
Current Name
Previous Name
AKA(s)
Notes
Cisco Unified Contact
Center Enterprise
(Unified CCE)
Center Enterprise
(Unified CCE)
IP Contact Center
Enterprise Edition
(IPCC/E)
Enterprise Edition
(IPCC/E)
Classic IPCC
Cisco Unified Contact
Center Hosted
(Unified CCH)
Center Hosted
(Unified CCH)
IP Contact Center
Hosted Edition (IPCC/H)
Hosted Edition (IPCC/H)
Hosted IPCC
Cisco Unified System
Contact Center
Enterprise (Unified
SCCE)
Contact Center
Enterprise (Unified
SCCE)
System IPCC (SIPCC)
Simplified
IPCC
IPCC
This term refers to deployments that
use the System PG and the web-based
configuration interface.
use the System PG and the web-based
configuration interface.
Outbound Option
Blended Agent
User Interface and some
documentation may still refer to this as
Blended Agent.
documentation may still refer to this as
Blended Agent.