Installation Guide

Installation Guide for Cisco Unified Contact Center Management Portal 7.2(3) 8
1. UNIFIED CONTACT
CENTER MANAGEMENT
PORTAL
Overview
The Unified Contact Center Management Portal is a suite of components
that form part of the Cisco IPCC Enterprise and Hosted Editions. The
Unified Contact Center Management Portal serves three mutually
supportive purposes:
■ It simplifies the operations and procedures for performing basic tasks
such as Move/Add/Modify Agents, Skill Groups, Teams and other
common administrative functions
■ It provides a common web user interface to the product set.
Currently, IPCC Enterprise and Hosted Editions and CallManager use
different interfaces. Simple tasks therefore require performing multiple
tasks in both products to achieve a single goal such as adding an agent.
By providing a web-based unified interface for common
administrative tasks, the Cisco Unified Contact Center Management
Portal decreases the amount of time, knowledge, training and
resources currently required to administer the solution set
■ It provides an audit trail through IPCC. Through the supplied audit
report, or the individual resource histories, administrators and other
power users can trace the timing and responsibility of provisioning
changes
The Unified Contact Center Management Portal components constitute a
single module that is integrated with IPCC Enterprise and Hosted Editions.
IPCC Enterprise and Hosted Edition customers can optionally include the
Unified Contact Center Management Portal to satisfy particular business
requirements.
Primary Functionality
■ Unified Configuration, that is, tenant provisioning of both the
applicable IPCC Enterprise Edition ICM, or IPCC Hosted Edition
CICM, and CallManager components through a single task-based web
interface.
■ Hierarchical Administration, for example:
■ The Service Provider Administrator can add a Tenant
■ The Tenant Administrator can add a Skill Group
■ The Tenant Supervisor can add an Agent
These permissions are completely configurable