Introduction

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The following sections provide an overview of Cisco Unified Contact Center Enterprise and the Cisco: Contact Center Enterprise PowerPack:

What is Cisco Unified Contact Center Enterprise?

Cisco Unified Contact Center Enterprise software offers solutions that enable inbound and outbound contact centers to improve their business processes and productivity. These solutions include real-time chat capabilities, email and social media messaging, web collaboration, and more.

What Does the Cisco: Contact Center Enterprise PowerPack Monitor?

The Cisco: Contact Center Enterprise PowerPack monitors the following Unified Contact Center Enterprise services and components:

  • Cisco Unified Contact Center Enterprise
  • Cisco Customer Voice Portal (CVP)
  • Cisco Unified Intelligence Center (CUIC)
  • Cisco Finesse

To monitor these services and components using SL1, you must install the Cisco: Contact Center Enterprise  PowerPack. This PowerPack includes:

  • An example credential you can use to create universal credentials that enable you to collect data from Cisco Unified Contact Center Enterprise (UCCE) using REST API
  • Dynamic Applications to discover and monitor the Unity Express voice mailboxes
  • Device Classes and Device Categories for each type of UCCE component device monitored by SL1
  • Event Policies and corresponding alerts that are triggered when UCCE component devices meet certain status criteria
  • Device dashboards for each type of discovered device

Installing the Cisco: Contact Center Enterprise PowerPack

Before completing the steps in this section, you must import and install the latest version of the Cisco: Contact Center Enterprise PowerPack.

By default, installing a new version of a PowerPack overwrites all content from a previous version of that PowerPack that has already been installed on the target system. You can use the Enable Selective PowerPack Field Protection setting in the Behavior Settings page (System > Settings > Behavior) to prevent new PowerPacks from overwriting local changes for some commonly customized fields. For more information, see the section on Global Settings.

Ensure that you are running version 12.3.0 or later of SL1 before installing this PowerPack. For details on upgrading SL1, see the relevant SL1 Platform Release Notes.

To download and install the PowerPack:

  1. Search for and download the PowerPack from the PowerPacks page (Product Downloads > PowerPacks & SyncPacks) at the ScienceLogic Support Site.
  2. In SL1, go to the PowerPacks page (System > Manage > PowerPacks).
  3. Click the Actions button and choose Import PowerPack. The Import PowerPack dialog box appears.
  4. Click [Browse] and navigate to the PowerPack file from step 1.
  5. Select the PowerPack file and click Import. The PowerPack Installer modal displays a list of the PowerPack contents.
  6. Click Install. The PowerPack is added to the PowerPacks page.

If you exit the PowerPack Installer modal without installing the imported PowerPack, the imported PowerPack will not appear in the PowerPacks page. However, the imported PowerPack will appear in the Imported PowerPacks modal. This page appears when you click the Actions menu and select Install PowerPack.