Cisco Cisco Unified Contact Center Management Portal 10.5(1)
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Release Notes for Cisco Unified Contact Center Management Portal Release 7.1(1) August 25, 2006
New and Changed Information
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Provide a common web user interface within the product solution set. Currently, IPCC Hosted
Edition and CallManager use different interfaces. Simple tasks therefore require performing
multiple tasks in both products to achieve a single goal, for example, adding an agent. By providing
a web-based unified interface for common administrative tasks, the value of the solution increases,
by decreasing the amount of time, knowledge, training and resources currently required to
administer the solution set.
Edition and CallManager use different interfaces. Simple tasks therefore require performing
multiple tasks in both products to achieve a single goal, for example, adding an agent. By providing
a web-based unified interface for common administrative tasks, the value of the solution increases,
by decreasing the amount of time, knowledge, training and resources currently required to
administer the solution set.
Unified Contact Center Management Portal components comprise a module that is integrated with IPCC
Hosted Edition. IPCC Hosted Edition customers can optionally include the Unified Contact Center
Management Portal to satisfy particular business requirements.
Hosted Edition. IPCC Hosted Edition customers can optionally include the Unified Contact Center
Management Portal to satisfy particular business requirements.
Primary Functionality
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Unified Configuration, that is, tenant provisioning of both the applicable IPCC Hosted Edition
CICM and CallManager components through a single task-based web interface.
CICM and CallManager components through a single task-based web interface.
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Hierarchical Administration, for example:
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The Service Provider Administrator can add a Tenant.
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The Tenant Administrator can add a Skill Group.
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The Tenant Supervisor can add an Agent.
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Audit Trails on configuration changes and usage.
In terms of configuration, the Unified Contact Center Management Portal differentiates between
commissioning and provisioning.
commissioning and provisioning.
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Commissioning consists of operations that install and initially configure a system of components.
These operations are typically done by the Service Provider using existing setup and configuration
tools. Examples include installing PGs and configuring PGs and Network Trunk Groups.
These operations are typically done by the Service Provider using existing setup and configuration
tools. Examples include installing PGs and configuring PGs and Network Trunk Groups.
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Provisioning consists of day to day configuration operations performed by a tenant. Examples
include Move/Add/Modify Agents, Skill Groups and Teams.
include Move/Add/Modify Agents, Skill Groups and Teams.
The Service Providers will use the existing IPCC Hosted Edition and CallManager tools (installers and
configuration tools) to commission a system. Service Providers will use the Unified Contact Center
Management Portal Provisioning System to define tenants and set up tenant permissions. Tenants will
then use the Unified Contact Center Management Portal Provisioning System to provision their specific
site.
configuration tools) to commission a system. Service Providers will use the Unified Contact Center
Management Portal Provisioning System to define tenants and set up tenant permissions. Tenants will
then use the Unified Contact Center Management Portal Provisioning System to provision their specific
site.
Unified Contact Center Management Portal provides a provisioning layer on top of IPCC Hosted Edition
7.1. It works with the standard IPCC Hosted Edition, a new single-instance IPCC Hosted Edition
Deployment, and CallManager.
7.1. It works with the standard IPCC Hosted Edition, a new single-instance IPCC Hosted Edition
Deployment, and CallManager.
Unified Contact Center Management Portal provides its own provisioning database that includes a rich,
hierarchical permissions model. Provisioning changes are stored in the Unified Contact Center
Management Portal system and then exported to IPCC Hosted Edition and CallManager.
hierarchical permissions model. Provisioning changes are stored in the Unified Contact Center
Management Portal system and then exported to IPCC Hosted Edition and CallManager.
Additionally, the Unified Contact Center Management Portal system can read existing configuration data
from IPCC Hosted Edition and CallManager, store them in the Unified Contact Center Management
Portal database and reconcile differences between them. This enables Service Providers to make
configuration changes using existing IPCC Hosted Edition and CallManager tools and propagate these
changes into the Unified Contact Center Management Portal system.
from IPCC Hosted Edition and CallManager, store them in the Unified Contact Center Management
Portal database and reconcile differences between them. This enables Service Providers to make
configuration changes using existing IPCC Hosted Edition and CallManager tools and propagate these
changes into the Unified Contact Center Management Portal system.