500-445 Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) Questions and Answers

Agents can pick chats from other agents that belong to the same set of skill groups. This is known as " chat takeover " or " chat transfer " and allows agents with the same skill set to assist customers who have been waiting in a queue or are currently engaged in a chat with another agent. Reference: https://www.genesys.com/resources/cx-overview/customer-service/chat-transfer

Default SMTP server settings, Alarm service delay, and Auto response number. The Default SMTP server settings are used to configure the server that will be used to send and receive emails. The Alarm service delay controls the amount of time before an alert is triggered when a customer does not respond to a ticket. The Auto response number is used to set the maximum number of times an auto-response will be sent for each ticket.

References: [1]  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_03.html  [2]  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/

These are three steps in a chat process flow. A: The agent selects chat in the gadget to initiate a chat session. C: Once the chat session is established, the application server will display the chat to the agent and send a notification to the agent that a new chat has arrived. D: The customer initiates the chat by clicking on the chat button or link and hitting the Chat Entry Point (EP) on the website.

Collocated with other components and with services server, means that the messaging server component will be installed on the same machine as other components and with services server, which is suitable for 400 agent deployments. This allows for better resource utilization and cost efficiency. This configuration is also known as a " co-resident " deployment. Reference: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html

The TCP port 587 must be opened in the firewall between Services server and Messaging server in order for the two systems to communicate. Port 587 is the standard SMTP (Simple Mail Transfer Protocol) port used for outbound email communication.

C. SS0 is not enabled by default; configuration is necessary. Single Sign-On (SSO) is not enabled by default in Cisco ECE, and configuration is necessary in order to set it up. This configuration involves setting up SSO on the Cisco ECE and Cisco Unified CCE side and configuring the SSO settings in Cisco Finesse. Reference: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html

D. SS0 allows agents, supervisors, and administrators to provide CCE credentials once and be authenticated across multiple disparate applications. This feature allows agents to sign on once and access all the applications that they need, such as Cisco Finesse, Cisco ECE, and other web-based applications, without having to sign in multiple times. Reference: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html

Data masking is the process of replacing sensitive data with realistic but not real data to protect it from unauthorized access or exposure. It is typically used to protect sensitive data such as personal identification numbers, credit card numbers, and other confidential information.

The process scans content and applies regular expressions to mask the sensitive information by replacing the sensitive data with a set of predetermined characters or values, such as asterisks or random characters. This makes it difficult for unauthorized users to access the sensitive data, while still allowing the data to be used for testing, development, and other purposes.

These are three report categories and templates included for ECE reporting.

Supervisor Status: Reports that provide information about supervisor status, such as the status of supervisors and their teams.

Service Level Agreement: Reports that provide information about service level agreements, such as the percentage of interactions that meet or exceed service level targets.

Agent performance: Reports that provide information about agent performance, such as the number of interactions handled by each agent and the average handle time for each agent. Reference:

Cisco UCCE Reporting Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/reporting/guide/CRS_RG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-reporting-guide_chapter_01100.html

Cisco UCCE Reporting Administration Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/reporting/administration/guide/CRS_RA_BK_R1064C0_00_cisco-unified-contact-center-enterprise-reporting-administration-guide_chapter_01100.html

In order to implement Agent Single Sign-on in the ECE/CCE environment, the SSL certificate must be imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE installations. Additionally, ECE should be integrated with PCCE and the SPOG, and SS0 for CCE needs to be configured before agent SSO for ECE will work.

References: [1]  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_02.html

To receive chat messages while registering the application for chat API integration, you must register the webhooks callback URL. The webhooks callback URL is used to receive chat messages from the chat API and can be used to trigger an action or response when a chat message is received. The other options are not required for chat API integration.

References: [1]  https://developer.salesforce.com/docs/atlas.en-us.live_agent_dev.meta/live_agent_dev/live_agent_webhooks_intro.htm  [2]  https://developer.salesforce.com/docs/atlas.en-us.live_agent_dev.meta/live_agent_dev/live_agent_webhooks_registration.htm

Departments can be configured in two ways: they can be created in the ECE console if integrated with PCCE and imported from SPOG, or they can be created in the ECE console if integrated with PCCE and imported from ECE Gadget. The other options are not two ways in which departments are configured.

References: [1]  https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/eceug/create-departments.html  [2]  https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/eceug/import-departments.html

Queue permissions are automatically assigned and cannot be changed when picking, pulling, and transferring activities in Cisco Unified Contact Center Enterprise (UCCE) and Cisco Emergency Responder (CER) based on the partition to which the queue belongs. Reference:

Cisco UCCE Administrator Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-administration-guide_chapter_01000.html

Cisco CER Administrator Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/emergency/cer/11_5/english/administration/guide/CER_AG_11_5/CER_AG_11_5_chapter_01.html

The Web server on the WXM (Web Experience Manager) platform is responsible for communicating with Enterprise Chat and Email (ECE) and uses TCP port 8443 for HTTPS connections with cloud connect services. This port is the relevant port for ECE communication and must be open on the firewall for ECE to function correctly.

References: [1]  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_01.html  [2]  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide

In WXM (Webex Experience Management), the web server communicates with ECE (Enterprise Chat and Email) and the HTTPS connections with cloud connect services are made using TCP port 8443.

The Web server is responsible for handling the incoming web traffic, such as customer chat and email requests, and forwarding them to the appropriate ECE workflow.

TCP port 8443 is a commonly used port for HTTPS connections and is the default port for HTTPS traffic. This port is used for secure communication between the WXM web server and ECE, and other cloud connect services.