Cisco UCCE Integration Overview
To download a complete PDF guide for this integration, click here.
inContact Workforce Management v2 can integrate with Cisco Unified Contact Center Enterprise (UCCE) to receive both historical call data and real-time agent status information. Historical data is imported via ODBC from the UCCE SQL database. Agent status information is obtained from the UCCE Real-Time Reporting feed.
Integration Components
The following diagram shows a general architecture for this solution. The purpose of each Cisco UCCE component is explained in the accompanying table. For details on the inContact WFMv2 components, see inContact Workforce Management v2 Integrations Overview.
| Component | Function |
|---|---|
| Cisco UCCE Database | inContact WFMv2 imports telephony information on agents, devices, and statistics from the UCCE database via ODBC connection. |
Known Limitations
- This integration has been tested against and is supported for UCCE environments where the database server has the Cisco role "Administration Server, Real-time and Historical Data Server, and Detail Data Server (AW-HDS-DDS)". Additional testing would be required for inContact WFMv2 integration in other UCCE environments.
Customer Responsibilities
Customers are responsible for supplying the physical connection(s), IP connection(s), or both to the system, as well as for obtaining any licensing required by .
The following table provides a high-level overview of the customer configuration steps in Cisco UCCE integrations.
Some of these steps are tasks that must be performed in Cisco UCCE. Consult your Cisco UCCE documentation for details on performing these steps.
| Step | Description |
|---|---|
| 1 | Complete all necessary physical and IP connections between the inContact WFMv2 server(s) and the LAN. |
| 2 | Obtain any necessary Cisco software and licensing. |
| 3 | Create a UCCE database user account and password for inContact WFMv2. The minimum permissions level for this account is db_datareader. |
| 4 | Configure the UCCE database server for the AW-HDS-DDS role to enable real-time reporting. |
| 6 | Provide the following information to the inContact WFMv2 installation team:
|