Cisco Cisco Unified Contact Center Enterprise 9.0(2) Installation Guide
Introduction to Unified SCCE
Caution: Running Unified SCCE installation over the network is unsupported. You must
either run the installer from the installation media (DVD) or copy the installer directory
to the target machine and then run from the local machine. Various and miscellaneous
errors can occur during installation over the network. Keep in mind that 7.5(1) is a full
installation and there is no rollback if installation fails part way through installation or
upgrade.
either run the installer from the installation media (DVD) or copy the installer directory
to the target machine and then run from the local machine. Various and miscellaneous
errors can occur during installation over the network. Keep in mind that 7.5(1) is a full
installation and there is no rollback if installation fails part way through installation or
upgrade.
This chapter contains the following topics:
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About Unified SCCE
Unified SCCE functions as a virtual automatic call distributor (ACD). Some of the capabilities
of Unified SCCE include intelligent contact routing, ACD functionality, network-to-desktop
computer telephony integration (CTI), interactive voice response (IVR) integration, call queuing,
and consolidated reporting.
of Unified SCCE include intelligent contact routing, ACD functionality, network-to-desktop
computer telephony integration (CTI), interactive voice response (IVR) integration, call queuing,
and consolidated reporting.
With Unified SCCE, the contact center manager can configure agents to handle inbound and
outbound voice, Blended collaboration, text chat, and e-mail requests. The agents can switch
between those media on a task-by-task basis. Customers can choose the medium that is most
comfortable and convenient for them. Unified SCCE can be used in a single-site environment
or integrated into a multi-site contact center via Cisco's Unified IPCC Gateway.
outbound voice, Blended collaboration, text chat, and e-mail requests. The agents can switch
between those media on a task-by-task basis. Customers can choose the medium that is most
comfortable and convenient for them. Unified SCCE can be used in a single-site environment
or integrated into a multi-site contact center via Cisco's Unified IPCC Gateway.
Note: The Multichannel applications for web and e-mail interaction will be available in a future
release.
release.
Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)
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Chapter 1