Cisco UCCE Integration Overview

To download a complete PDF guide for this integration, click here.

Reference Details

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 WFM v2 components, see inContact Workforce Management v2 Integrations Overview.

Component Function
Cisco UCCE Database inContact WFM v2 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 WFM v2 integration in other UCCE environments.

Customer Responsibilities

Customers are responsible for supplying the physical connection(s), IP connection(s), or both to the Cisco system, as well as for obtaining any licensing required by Cisco.

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 WFM v2 server(s) and the LAN.
2 Obtain any necessary Cisco software and licensing.
3 Create a UCCE database user account and password for inContact WFM v2. 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 WFM v2 installation team:
  • Type of database (SQL or Informix)
  • IP address and server name for the AW-HDS-DDS server.
  • Name(s) of the UCCE database(s).
  • Username and password for the UCCE database account that inContact WFM v2 will use.
  • Time zone(s) for both the Cisco UCM and Cisco UCCE servers.

Related References