500-445 Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) Questions and Answers

In Cisco's Unified Contact Center Enterprise (UCCE), chat activities can be transferred in two ways: A. Only open chat activities in which the customer has not left the chat session can be transferred: If the customer has left the chat session before the transfer, it cannot be transferred.

B. Chats can be transferred to departments directly: Chat activities can be transferred to different departments based on the customer's needs or the agent's ability to handle the inquiry.

It's also important to note that the ability to transfer chats and the number of transfers that can be made may be limited by the specific configuration of the UCCE system.

When setting up user accounts and permissions, it is necessary to configure all the servers to use the same domain account in order to install the software. Additionally, the ECE web server can be installed in a DMZ and can have a different domain account from the rest of the servers.

References: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_06.html  [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-

When setting up user accounts and permissions, it is important to ensure that all servers are using the same domain account to install the software. This will ensure that all servers have the same level of access and permissions, and that the installation process goes smoothly. Additionally, if the ECE web server is installed in DMZ, it can have a different domain account, which would be more secure.

You can find more information on user accounts and permissions, including best practices for setting them up, in the Avaya Aura Experience Portal Administrator Guide and Avaya Aura Contact Center Administrator Guide.

Unified CCE is a component of Cisco Unified Contact Center Enterprise (UCCE) and cannot be deleted or made inactive. Unified CCE is responsible for handling customer requests, routing calls, and providing customer service. It is an essential part of UCCE and must be installed and available before Enterprise Chat and Email can be used.

References: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/uccx_b_user-guide-cisco-unified-contact-center-express-106/uccx_b_user-guide-cisco-unified-contact-center-express-106_chapter_01110.html  [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/installation/guide/uccx_b_installation-

Unified CCE (Unified Contact Center Enterprise) is a Cisco product that provides a comprehensive, multichannel customer contact solution. It includes a set of software and hardware components that work together to provide advanced call routing, contact management, and reporting capabilities.

Unified CCE is the core platform on which other Cisco products like Enterprise Chat and Email, Exception Queue and Supervisory Queues are built upon. It is the foundation of the contact center infrastructure and it's unable to be deleted or made inactive as it provides the foundation for other Cisco products.

It's important to note that the specific requirements for the contact center infrastructure may vary depending on the version of CCE and the specific requirements of the organization. It's recommended to consult the Cisco documentation and your Cisco support team for further assistance.

References:

• Cisco: Cisco Unified Contact Center Enterprise
• Cisco: Cisco Unified Contact Center Enterprise Architecture
• Cisco: Cisco Unified Contact Center Enterprise Product Overview

Before agents can reply to emails from customers, the following items must be configured: Inbound workflows, Outbound workflows, Users, and Email aliases. Inbound workflows and Outbound workflows are used to configure the routing of emails, while Users and Email aliases are used to configure the agents and their email addresses. Queues are used to store emails that are waiting to be assigned to an agent.

References: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_02.html  [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec

The Web server on the WXM (Web Experience Manager) platform is responsible for communicating with Enterprise Chat and Email (ECE) and uses TCP port 8443 for HTTPS connections with cloud connect services. This port is the relevant port for ECE communication and must be open on the firewall for ECE to function correctly.

References: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_01.html  [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide

In WXM (Webex Experience Management), the web server communicates with ECE (Enterprise Chat and Email) and the HTTPS connections with cloud connect services are made using TCP port 8443.

The Web server is responsible for handling the incoming web traffic, such as customer chat and email requests, and forwarding them to the appropriate ECE workflow.

TCP port 8443 is a commonly used port for HTTPS connections and is the default port for HTTPS traffic. This port is used for secure communication between the WXM web server and ECE, and other cloud connect services.