Installation Guide

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Installation Guide for Cisco Unified Contact Center Management Portal 8.0(1) 3
1. Cisco Unified Contact Center
Management Portal
Overview
Cisco Unified Contact Center Management Portal (Unified CCMP) is a suite of
components that form part of Cisco Unified Contact Center Enterprise and Hosted
(Unified CCE/CCH). Unified CCMP serves three mutually supportive purposes:
It simplifies the operations and procedures for performing basic tasks such as adding
or modifying Agents, Skill Groups, Teams and other common administrative
functions.
It provides a common web user interface to the product set. Currently, Unified
CCE/CCH and Unified Communications Manager (Unified CM) use different
interfaces. Simple tasks, such as adding an agent, therefore require performing
multiple operations in several applications to achieve a single goal by providing a
web-based unified interface for common administrative tasks, Unified CCMP
decreases the amount of time, knowledge, training, and resources required to
administer the solution set.
It provides an audit trail for changes made through Unified CCE/CCH . Through the
supplied audit reports or the individual resource histories, administrators and other
power users can trace the timing of, and the person responsible for, provisioning
changes.
Unified CCE/CCH customers can optionally deploy Unified CCMP to satisfy
particular business requirements.
Primary Functionality
Unified Configuration, that is, provisioning of the applicable Unified CCE/CCH
components through a single task-based web interface.
• Hierarchical Administration, for example:
 The Service Provider Administrator can add a Portal User.
 The Tenant Administrator can add a Skill Group.
 The Tenant Supervisor can add an Agent.
These permissions are completely configurable.
• Audit Trails on configuration changes and usage.
In terms of configuration, Unified CCMP differentiates between commissioning and
provisioning.
• 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. An example operation is
setting up and configuring a peripheral.