Supported for on-premise DEPLOYMENTS + Hybrid Deployments
Purpose
This guide provides a general overview of Cisco UCCE Integration for Customer's Cisco UCCE Administrators. No previous steps are required.
Prerequisites
-
Customer’s Cisco UCCE Administrator access credentials.
-
Customer's Active Directory Administrator access credentials.
Integration Details
Integration of Eleveo with Cisco UCC Enterprise uses the Integration Module as a connector between Call Recording and Cisco UCCE via a CTI protocol.
A connection with Call Recording is implemented using Call Recording API.
The recording method must be set to record via the JTAPI adapter, as the data lookup in both systems (Call Recording, Cisco UCCE) uses the call identification (GlobalCallID), which is available in Call Recording only via Cisco JTAPI.
Import of users and groups, as well as user authentication and Single Sign On (SSO), are handled by the UCCE User Data Importer.
WFM historical and adherence data are handled by the UCCE WFM Data Importer.
What Is Supported
|
Feature |
UCCE |
|---|---|
|
Audio Recording |
|
|
Screen Capture |
|
|
User Import |
|
|
External Data Import |
|
|
User Authentication (User Management) |
|
|
SSO |
|
|
Conversation Explorer |
|
|
QM (Reviews) |
|
|
Live Monitor |
|
|
Voice of the Customer |
|
|
WFO Analytics (Reports + Dashboards) |
|
|
WFM (historical data) Manual+Automatic |
|
|
WFM Intraday |
|
|
WFM Real Time Adherence |
|
External Data Import
Limitations
-
If there are users on the UCCE side that are not members of any of the groups in this mapping, they will not be imported to User Management.