Unified Contact Centre Enterprise (UCCE) architecture overview and components   I am embarking on a number of posts on Unified Contact Center Enterprise (UCCE) also called IPCC, (same as CUCM is sometimes called Call Manager), I will use UCCE from now on to refer to the suite of functionality that it offers.   Why these posts? Well, as always, because I think it is worth sharing and because the topic is something I want to…

Changing Wrap-up codes in CAD (UCCE) “How to change wrap-up codes on the Cisco Agent Desktop (CAD)”. Wrap up codes are used by agents, in order to categorise an inbound or outbound call. Categorising each individual call, allows a better insight in call volumes, talk times etc,  that are offered in certain categories.    The place where the wrap up codes are modified, is the Cisco Desktop Workflow administrator (see previous posts). Let me pull…

UCCE Scripting Example OK, so UCCE scripts work differently from UCCX scripts. Because I personally hate reading manuals and configuration guides, i always like to learn new things hands on and supplement that with theoretical knowledge. This approach has always served me well, ever since I entered into IT.  So let me do some explanation around UCCE scripting using an example. Now UCCE, uses the ICM script editor to create the scripts. The way calls get…

Cisco ICM Internet Script Editor Cisco ICM Software Release 4.6.2 Script Editor Guide ICM Internet Script Editor User Rights ICM Scripting and Media Routing Guide pdf ICM Internet script editor has be online in order to work on the script, unlike the Auto attendant script editor which can run offline as well. Installing Internet Script Editor Internet Script Editor is installed by connecting to the web server on the distributor and clicking on a link that…