Maintenance Manual

Preparing Unified CCE for the Integration 17
 Primary Extension: Select the directory number configured in Step 11.
Create a new user
Ensure that the new agent phone is associated with the user that was created while installing the Agent PG. For
details, see the Cisco Unified Contact Center Enterprise Installation Guide.
Planning Unified CCE and Packaged CCE
Configuration
To integrate Unified CCE or Packaged CCE with ECE, multiple objects have to be configured in Unified CCE.
The specific objects that have to configured will depend on the activities (email, chat etc.) supported by the
integrated installation. This section describes the objects required for each activity type—inbound email,
outbound email, chat, callback, and delayed callback.
For Packaged CCE Installations
For Packaged CCE, ECE uses the application instance, Multichannel, and the CUCM type of Agent PG. MRDs
that are Application Path members on the Multichannel application instance are automatically imported during
installation. Agents and skill groups, which belong to the CUCM type of Agent PG are imported during
installation. In addition to these, objects listed in this section should be configured in Packaged CCE.
The following objects must be configured in the order in which they are presented here. For configuration
details, refer to the following section: “Configuring Unified CCE or Packaged CCE” on page 19.