Cisco Unified Contact Center 8.5. Field report description

Hi,
In the Cisco Contact Center reports there are some fields. One of those fields about the telephone calls is "Do not care". What does mean this field? what kind of telephone calls are in this fields?
Thanks,
Regards,
David Lozano

Hi Harrison,
Thanks for the reply. BTW, this not the answer that i need. If any table have data regarding location/operational area, so i need to know that table, coz i used official database manual too. but there is no such table they mention there.
As you said, i checked with the team/skill and resource table, but there is no way to find a location or a operational area.
Thx
ComBank100

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Ask the Expert: Deployment and Troubleshooting Cisco Unified Contact Center Express (UCCX) Deployments

With Anirudh Ramachandran and Abhiram Kramadhati
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the latest advancements in Cisco UCCX (such as the integration of Cisco Social Miner to provide agent chat and better reporting using the Cisco Unified Intelligence Center), as well as the existing features of Historical Reporting, custom reporting using the historical database, Agent Email services, JTAPI integration with CUCM, and the HA over WAN cluster mechanism.
Anirudh Ramachandran is a customer support engineer at the Cisco Backbone Technical Assistance Center in Bangalore, India. Working in the Asia-Pacific time zone for the last two years, he focuses on Cisco Unified Contact Center Express issues and specializes in Linux, JTAPI/CTI integration, and UCCX system and database issues. He holds the CCNP Voice and UCCX Specialist certifications, and is also a Red Hat Certified Engineer. Anirudh writes tools and automates bug workarounds for UCCX in addition to working on TAC service requests, and currently has authored and co-authored seven such tools. Anirudh graduated from the National Institute of Technology Karnataka with a Bachelor of Technology in Computer Engineering.
Abhiram Kramadhati is an engineer with the Contact Center Backbone team in the Asia Pacific timezone. He has been working with UCCX since he started with Cisco 2 years ago. During his time at Cisco, he has built his expertise around UCCX Telephony applications, JTAPI integration, UCCX system behaviour, LDAP components and also UCCX as IPIVR in UCCE environments. He also works on other technologies including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the region. Abhiram is a Telecommunications engineer from Bangalore, India.
Remember to use the rating system to let Anirudh and Abhiram know if you have received an adequate response.
They might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation on the Collaboration, Voice and Video Contact Center subcommunity discussion forum shortly after the event. This event lasts through May 3, 2013. Visit this forum often to view responses to your questions and the questions of other Cisco Support Community members.

Hi Anthony,
Thanks for the question.
This is an interesting requirement, since the UCCX trigger's configuration is translated only to the Call Forward Busy External setting on the CUCM.
Trigger creation:
144768: Apr 22 21:54:23.789 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet.updateNewTrigger() - Creating a new Trigger :1234
144876: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet routePoint = 1234
144877: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet description = testt
144878: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet deviceName = testt
144879: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet devicePool = {1B1B9EB6-7803-11D3-BDF0-00108302EAD1}
144880: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet devicePoolName = Default
144881: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet callingSearchSpace =
144882: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet callingSearchSpaceName = None
144883: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet redirectCSS = default
144884: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet location = {29C5C1C4-8871-4D1E-8394-0B9181E8C54D}
144885: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet locationName = Hub_None
144886: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet partition =
144887: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet partitionName = None
144888: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet voiceMailProfile =
144889: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet voiceMailProfileName = None
144890: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyVM =
144891: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyDestination =
144892: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyCSS =
144893: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyCSSName = None
144953: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: try makeRequest() on AXL: 10.106.113.142, AXLUser: axl, AXLPassword: XXXXXX
144954: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:CCMVersionSOAPAdmin.getAXLVersion():7.1
144955: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: makeRequest() - Start REQUEST ====================
144956: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:POST /axl/ HTTP/1.1
Connection: keep-alive
Host: 10.106.113.142:8443
Authorization: Basic YXhsOmF4bA==
SOAPAction: "CUCM:DB ver=7.1"
Accept: text/*
Content-type: text/xml; charset="utf-8"
Cache-Control: no-cache
Pragma: no-cache
Content-length: 440
http://schemas.xmlsoap.org/soap/envelope/">MADM_5691234CRS Line descriptionCallPark
144957: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: makeRequest() - End REQUEST ==================
144958: Apr 22 21:54:23.914 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: getSocket: MADM_LIB_AXL_AXL_SOCKET_POOL-0-79[TLS_RSA_WITH_AES_128_CBC_SHA: Socket[addr=10.106.113.142,port=8443,localport=44913]]
144987: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-570.CCMCTIRoutePointSOAPAdmin: makeRequest() - Start REQUEST ====================
144988: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:POST /axl/ HTTP/1.1
Connection: keep-alive
Host: 10.106.113.142:8443
Authorization: Basic YXhsOmF4bA==
SOAPAction: "CUCM:DB ver=7.1"
Accept: text/*
Content-type: text/xml; charset="utf-8"
Cache-Control: no-cache
Pragma: no-cache
Content-length: 839
http://schemas.xmlsoap.org/soap/envelope/">MADM_570testttesttCTI Route PointCTI Route PointCTI Route PointSCCPUserRing1000010000
144989: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-570.CCMCTIRoutePointSOAPAdmin: makeRequest() - End REQUEST ==================
145014: Apr 22 21:54:24.647 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerUtil.createRPAndLineOnCCM() - CTI RP created.
145015: Apr 22 21:54:24.647 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerUtil.createRPAndLineOnCCM() - Created a Route Point = 1234
As you would aready know, the UCCX will send an AXL request (within the SOAP envelope) to the CUCM to create this RP. Looking at the existing code, there does not seem to be a method where we are differentiating between CFB_internal and CFB_external while sending this request.
We have taken this as an enhancement request and also spoken to the business unit about the same. It has been added to the roadmap, we will reach out to you offline to understand the business case so that the process can be expedited if needed.
Keep the questions coming
Cheers,
Abhiram Kramadhati

Ask the Expert: Cisco Unified Contact Center Express (UCCX) Version 10.0 - Upgrade, Migration, and New Features Overview

With Abhiram Kramadhati
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the upgrade, migration methods, and new features of the latest released Version 10.0 of Cisco Unified Contact Center Express (UCCX) with Cisco expert Abhiram Kramadhati.
Abhiram will address the following on the latest release of Cisco UCCX Version 10.0:
Installation
Upgrade from previous versions - both Linux and Windows
Migration from MCS to Cisco UCS environment - Different methods and best practices
New features - Overview and limitations
This discussion will center on install and upgrade best practices, changes in hardware support, and migration methods from MCS to Cisco UCS. He can also briefly discuss the new features introduced in 10.0. The discussion focuses the latest versions, but queries about general Cisco UCCX topics can be addressed too if time allows.
Abhiram Kramadhati is an engineer with the Contact Center Backbone group. He has been working with Cisco UCCX since he joined Cisco. During two years at Cisco, he has built his expertise around Cisco UCCX telephony applications, Java Telephony API (JTAPI) integration, Cisco UCCX system behavior, LDAP components, and Cisco UCCX as IP interactive voice response in Unified Contact Center Enterprise (UCCE) environments. He also works on other technologies, including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the Asia Pacific region. Abhiram also holds a CCIE in voice (40065).
For more details about this topic, refer to the recently published Tech-Talk Video and Blog.
Remember to use the rating system to let Abhiram know if you have received an adequate response.
Abhiram might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation in the Voice, Video, and Collaboration community, sub-community, Contact Center discussion forum shortly after the event. This event lasts through January 31, 2014. Visit this forum often to view responses to your questions and the questions of other community members.

Hi Anurag,
Thanks for your questions.
1:Is there change in DB architecture as CUIC is the only option as compared to previous linux version UCCX ?
I assume this is from the tables regarding historical data. The database schema essentially remains the same since UCCX 9.0 had CUIC too and we had a seperate DB Space for CUIC and we still continue with that. The traditional historical tables remain and the replication process remains the same too.
2:Is there any version change for Linux OS used as VOS,
The Linux version is Red Hat Linux 5. To be precise:
[root@uccx10pub /]# cat etc/redhat-release
Red Hat Enterprise Linux Server release 5.7 (Tikanga)
3:Is there any API architecture change in UCCX 10 from previous releases ?
I can answer this more of an overview. The only enhancement in the API side is the introduction of REST API step in the script editor. You can now make REST calls from the script and this ofcourse opens up a whole new world of possiblities.
4:Since from UCCX 10 , we can only use either CAD or Finnesse at one time, whats the impact of changing this after some time in production, let say , i used CAD for 2 months and then i decided to move to Finesse, whats the impact ? or is it a smooth change as switching CUIC and HRC in previoius release ?
For the scenario you mentioned, there is absolutely no problem. The point to note is that the Finesse services are activated/deactivated but the CAD desktop services are ALWAYS running. The only condition to keep in mind is that you can use ONLY ONE type of agent desktop at any time. Also if Finesse is not used and CAD operations are used extensively, it is advisable to shutdown the Finesse service.
5:Is 3rd Party UCS hardware supported by UCCX 10 instead of using Cisco manufactured UCS , can i use HP hardware for Virtualisation ?
Yes, it can be used. This is something called as "Third party specs based specification". The most important things seen for compatibility are:
Inter CPU Model
It it is on thVMWare Hardware Compatibilty List
You can get more information about this on the "Can I use this server?" section of UC Virtualized Hardware page:
http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#.22Can_I_use_this_server.3F.22
6:Is Host name change supported?
Yes, the hostname change is supported. The prcocedure is documented in the UCCX 10.0 Administration Guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/configuration/guide/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10.0.pdf (Pg 168)
Cheers,
Abhiram Kramadhati

CISCO UNIFIED CONTACT CENTER EXPRESS - SMS INTEGRATION

Is is possible to integrate Cisco Unified Solutions (Cisco Unified Contact Center Express) with a SMS system? Do you have any recommendation of solution (ej. Quescom)?

We do this all the time using XLM and SOAP...what exactly did you have in mind?
Peace,
Michael Clendening
CCIE 6487 (ISP-Dial)

CISCO UNIFIED CONTACT CENTER EXPRESS - ORACLE WEB SERVICES

We need to access to an Oracle database information through Web Services, in a system witch Cisco Unified Contact Center Express 8.5.
Is there any way to do this? Thank you!

Hi Alicia,
Incase you are planning to obtain real time stats from the CRA_DB which is the UCCX db, this can be done via the use of a wallboard.
-This displays the data such as
available agents in CSQs, call volumes, talk times, wait times, and number of handled calls. You can enable the Unified CCX system to write Unified CCX real-time information to a database that can then be displayed on a wallboard.
-Not sure if this is what you are looking for, let me know, thanks
Prashanth

CISCO UNIFIED CONTACT CENTER EXPRESS - ANSWERING TEMPLATES

It is possible in Cisco Unified Contact Center Express 8.5, Premium, to configure some templates for mail / SMS / chat answers, so all agents can serve customers in a predefined style?

If you are referring CAD Agent EMails you can check the section "configuring Templates" in the link below
========
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf
========
Regarding chat - Agents can communicate only with team members , supervisors and SME (if presence is enabled). The closest what you can have for the template is "
Predefined High-Priority Chat Message" which can be checked on page 57
=========
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cad85ccxug-cm.pdf
=====
Hope this helps
Regards
Anuj

Cisco Unified Contact Center Express 8.5 feaures ( Standard License)

Can somebody give some info regarding what are the Highliting feaures that i can have with UCCX Sandard Licenses. ?
Can the Agents use CAD and for Superviosrs CSD ?What are the highligting features available with Sandard License ?
Recording and Silent Monitoring is Possible ?
Configured Licenses:
Package: Cisco Unified CCX Standard
Total IVR Port(s): 300
Cisco Unified CCX Standard Seat(s): 23
High Availability : Disabled
Cisco Unified CCX Maximum Agents: 400

Dear mohamedbineesh,
Allow me to answer as best as I can.
UCCX Standard Edition is quite a limited package, you won't be able to use features like CAD or Silent Monitoring/Recording. You can use Supervisor Desktop, but again, the features are limited, for a full view of features that you can use with Standard Edition, please check the document below:
Cisco Unified Contact Center Express
Solution Reference Network Design
Cisco Unified Contact Center Express, Release 8.
Cisco Unified CCX Packaging
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/design/uccx851srnd.pdf
IPPA features
CSD supported Licensing platforms
I hope this helps. Any question please let me know.
Regards,
Daniel Amador
CCIE# 38898 (Voice)

Cisco Unified Contact Center Express 8.5 and Call Manager 8.5 on single ESXi

Does Cisco support 2 virtual machines (on ESXi), one for Cisco Unified Contact Center Express 8.5 and one for Call Manager 8.5?
I have blade ucs b200.
Thanks a lot, Svetomir

Yes it is supported. Check this out http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Sizing_Guidelines#Sizing_Examples
GP.
Pls rate helpful posts by clicking on stars below the post !!

Unified Contact Center Express installation error

HELLO
while installing the Unified Contact Center Express 9 on vmware ESXI5.1 i am getting the attached error
the VM config
2 cpu
4 gb ram
160 gb hdd
os rhcl5 32bit
Please help

http://software.cisco.com/download/release.html?mdfid=284666782&softwareid=283733053&release=2.3&relind=AVAILABLE&rellifecycle=&reltype=latest
Chris

The sandbox of Unified Contact Center Enterprise always shows the error "Finesse is out of service."

Hi guys,
I reserved the sandbox of Unified Contact Center Enterprise. But when I open the desktop application from the url "http://10.10.20.60/desktop/container". It always shows the error "Finesse is out of service.".
Does anyone meet the issue?
William

Hi DeveloperMax,
According to your description, the error occurs when you execute the package with Agent job on clustered MSSQL 2012 Enterprise Nodes.
As per my understanding, I think this issue can be caused by you use SQL Server Agent to schedule a SQL Server Integration Services package in a 64-bit environment. And the SSIS package is referencing some 32-Bit DLL or 32-Bit drivers which are available
only in 32-bit versions, so the job failed.
To fix this issue, we should use the 32-bit version of the DTExec.exe utility to schedule the 64-bit SQL Server Agent to run a package. To run a package in 32-bit mode from a 64-bit version of SQL Server Agent, we can go to the Job Step dialog box, then
select “32 bit runtime” in the Advanced tab.
Besides, we should make sure that SQL Server Integration Services is installed on the failing environment.
If there are any other questions, please feel free to ask.
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Katherine Xiong
Katherine Xiong
TechNet Community Support

Cisco Unified Call Center Express on Wallboard

Hpw can I output 1 line of data from the Call Center Express software(specifically the Open Call datat) onto 2 wallboards in the call center?

Yes it is supported. Check this out http://docwiki.cisco.com/wiki/Unified_Communications_Virtualization_Sizing_Guidelines#Sizing_Examples
GP.
Pls rate helpful posts by clicking on stars below the post !!

Contact center call recording issues

Good day,
We have a very strange issues with recording calls on our contact center. We use cisco Agent desktop 7.0(1) seem in the startup window. In agent window, from the help>about:
Cisco Unified Contact Center Express 7.0 Cisco Agent desktop 6.6(1) (Premium Version)
Build: 6.6.1.400
So let me start by saying that the recording of inbound calls works more or less. The problem that we have are three:
(1) sometimes the recording suddenly stop with no apparent reason. So we have calls of which the call itself lasts let's say 8 minutes but the recording suddenly stops after 5 minutes.
(2) Sometimes recordings overlap. So when you play back a recorded file, suddenly you hear a completely different call conversation from another agent. Sometimes it hops back to the original agent and sometimes it doesn't. Again there is no apparent reason for why this is happening.
(3) some recordings are half speed. So when you play back the call is in 'slomotion'
I've checked the historical reports to see whether the agents themselves where doing anything out of the ordinary. I looked at reports like login/logout, call details, not ready states, reason codes etc but found nothing. The one thing that comes to mind while posting this is muting of calls. Could this mess up a recording? Anyway, mostly we have no issues but sometimes these 3 issues randomly pop up. Anybody have any experience with this? Or similar issues? Does anybody know the cause and even better the solution?
Any information would be very helpfull, thanks.
rgds,

Hello Dass,
Unfortunately I was not the one who implemented this. I'm also not an ip phone engineer. To put it simple, I'm a cisco network engineer and my boss says well VOIP devices are from cisco so you should support that too ;-) . So bare with me as it is kind of not so easy for me to produce the answers. So Imma blur out al lot of info now.
Let me say something about the setup using a diagram:
Because of security I had to leave a few things out of the diagram, but this pretty much tells it all. So we record all inbound calls to our servicdesk. The agents use the agent desktop software, Cisco Unified Contact Center Express 7.0 Cisco Agent desktop 6.6(1) (Premium Version) Build: 6.6.1.400. The pc on which this software runs is physicaly connected to a cisco ip phone 7962 (pc port) and the phone is connected to a C2960 switch. Switch port confguration:
interface FastEthernet0/4
switchport access vlan 10
switchport mode access
switchport voice vlan 50
srr-queue bandwidth share 10 10 60 20
priority-queue out
mls qos trust cos
auto qos voip trust
spanning-tree portfast
We have a few of thses switches in a star topology connected to a 'backbone' switch C2960S. All connections to the backbone are trunked. The contact center is directly connected to this 'backbone switch' on an access port on vlan 50.
Now looking at the contact center web interface, I see in System=>Control Center I see a couple of services that are running related to recording:
Cisco Desktop Recording & Statistics Service
Cisco Desktop Recording Service
This is pretty much all I have now. If there is more info required I can look it up. So can anyone say anything about this issue that I have?

Ask the Expert: Upgrading Cisco Unified Communications Manager (CUCM) to Version 9.1 (Drive to 9)

Welcome to the Cisco Support Community Ask the Expert conversation. Learn from experts Vijay Rao and Amit Singh about simplified upgrade process and focused support from Cisco to migrate to version 9.1.
This is a continuation of the live Webcast
Drive to 9 is a comprehensive and holistic program designed to help you upgrade the current Cisco® Unified Communications Manager installed base to version 9.1 or higher. This upgrade will enable customers to have next-generation collaboration experiences.
During the live event, Cisco subject matter experts Vijay Rao and Amit Singh focussed on the simplified upgrade process and focused support from Cisco to migrate to version 9.1. They also talked about the changes made to the licensing model of User Connect Licensing and Cisco Unified Workspace Licensing.
Vijay Rao is a Network Consulting Engineer and is currently a unified communications (UC) consultant for Bank of America. He has been providing consulting assistance to the bank for the past 6 years. He helps design complex UC networks for large enterprise customers. He was previously part of Cisco IT in the Asia Pacific, Japan, and China (APJC) region and was instrumental in designing and implementing the Bangalore campus. He has been working with Cisco for 9 years and has 12 years of UC experience. He has a Cisco CCVP® certification.
Amit Singh is a customer support engineer at the Cisco Technical Assistance Center in Bangalore, India. He has 7 years of experience in his areas of expertise: wireless, Cisco Unified Communications Manager, multiservices, Cisco Unity®, and Cisco Unified Contact Center Express. He has been involved in various escalation requests from India, Singapore, and Australia and is currently working as a technical lead for the Voice team in Bangalore, India. He is a computer science graduate.
Remember to use the rating system to let Vijay and Amit know if you have received an adequate response.
Vijay and Amit might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation on the Collaboration, Voice and Video sub-community forum shortly after the event. This event lasts through July 19, 2013. Visit this forum often to view responses to your questions and the questions of other community members.
Webcast related links:
Webcast Video
FAQ from the live webcast
Slides from the live webcast

Hello Robert,
Apologies for a delayed response, some days get very hectic.
In CallManager, we only define the SRST reference, and CUCM version and SRST version are independent of each other.
The only thing, which is related and will change with CUCM upgrade is Phone F/w version.
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/compat/ccmcompmatr1.pdf
You may just want to check your, phone f/w compatibility with the SRST version running on your ISR G1 Gateways:
http://www.cisco.com/en/US/products/sw/voicesw/ps2169/products_device_support_tables_list.html
For Example: SRST version 7.1
http://www.cisco.com/en/US/prod/collateral/voicesw/ps6788/vcallcon/ps2169/data_sheet_c78-520521.html
You may want to do some lab testing with CUCM 9.1 and an SRST supported f/w on your phones.
If you decide to run the old Phone/F/w to support the SRST version, you may not be able to take advantage of new features.
Also, you can try and upgrade your phones(Wih CUCM 9.1) and test them with your SRST version.
It should work fine, but from a troubleshooting perspective, TAC may request you to come into a Cisco Supported combination.
Please, let me know if this clarifies your doubt or we can have a quick phone call.
Regards
Amit Singh

Contact Center Upgrade SKU

Hello \,
My customer wants to upgrade from Cisco Contact Center Express Upgrade License ver 7.x to ver 10.X .
Please what is the sku (Top level Part number) to get this, and also what and what do I look for in getting this?
Regards,

Not very familiar with the information you need, but try here: cisco unified contact center http://www.cisco-servicefinder.com/

CONTACT CENTER + SOCIALMINER HW

Hello,
I'm proposing to a customer a Call Center system with Cisco Unified Communications Manager, Cisco Unified Contact Center Express and Cisco SocialMiner (for about 50 agents).
I have read that:
Cisco will support SocialMiner deployment on any hardware provided SocialMiner is installed within the Cisco provided VMWare OVF.
So I was thinking of offering 2 x UCS-C200M2-VCD2 with CUCM, Contact Center and SocialMiner corresident in both machines. Is this a valid configuration? If not, what could it be the cheapest option?
Thank you very much.

All products support these servers (@ given versions), but you must determine which OVAs will be used and map them against capacity of these servers. For example, the SocialMiner OVA is 4 vCPU taking 1/2 the CPU capacity of a C200M2 alone (2 x 4 core CPUs = 8 vCPU capacity).
You can find all necessary guidance here: http://www.cisco.com/go/uc-virtualized

Cisco Unified Contact Center 8.5. Field report description

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