Getting Started With CCP

The following is a set of frequently asked questions we've collected from early developer discussions. 

How does CCP find postings?

CCP is designed to search the Internet for customer postings which are referred to in CCP as "Social Contacts".  CCP will use standard search interfaces to query and standard results formats to capture results.  For example, many social media sites support OpenSearch and RSS or ATOM to return results.

What is the CCP packaging?

CCP is packaged as a virtual machine applicance.  The operating system (Linux), the application software, and the database are all bundled together in a VMWare virtual machine.  Larger deployments may have a cluster of CCP virtual machines. The specific hardware requirements for CCP will depend on deployment size.

 

Does CCP require depend on any other Cisco components?

Not at this time.  It is a stand-alone component, although the UI can be optionally configured to run in Quad.  The released version of the product will likely be integrated with Cisco Unified Intelligence Center for advanced reporting capability.  A future version (2011) will include universal queue integration with Cisco Unified Contact Center Enterprise.

What is the CCP user interface?

All of the CCP user interface elements are implemented as OpenSocial Gadgets.  The CCP system will install with a built-in OpenSocial gadget container to control layout and look-and-feel for the gadgets.  The combination of the gadgets plus container provides a complete thin-client user interface for CCP.

Note: the default container that ships with CCP will share source code with Cisco Quad, providing consistent look and feel to the complete Quad solution.

It should also be possible to run the CCP gadgets in any standard OpenSocial gadget container.  The gadget source code will be open-source, so customizations will be possible.

How does CCP Queue/Assign Postings?

CCP will have several ways to distribute social postings or work.  Note: in some cases interested parties may want to just look/see the postings.  In other cases, there may be staff (or systems) assigned to handle/respond to the postings.  It is not clear at this point what options will be available in what timeframe but the following list provides the choices in likely order of availability:

  • RSS publication.  CCP can publish Social Contacts as an RSS feed allowing anybody to subscribe using a RSS reader
  • Campaign Results Gadget.  CCP present the Social Contacts in a list gadget allowing users to do "pick" type assignments whereby users select the work to handle
  • Expert Advisor routing whereby experts get an IM from the EA system asking them if they are available to handle a contact, followed by a URL/screen pop to view and reply to that contact.
  • UCCE universal queue whereby the social contacts will be routed through the UCCE system, with a routing script and assigned in a push model to agents who may be handling other types of contact (phone, chat, email)

What API's are supported by CCP?

100% of CCP functionalty is accessible through REST API's. This includes all setup/configuration as well as user capability.  The API's will all be documented in the CCP API documentation.  All shipping UI/Gadgets will be implemented using the published APIs.


What documentation is available for CCP developers?

All technical documentation for CCP will be available on this technology center. 

Note: the API documentation for CCP is being written in parallel to the development of the software therefore you will not find documentation on features that have not been implemented even if they are anticipated for the first release of the product.

 

How can I get CCP?

As of May 2010, CCP is available via a hosted pilot on an invite only basis.  If you have an interested in developing to CVP you can contact Product Management via the forum here:

Ask the Product Manager

 

Where do I go for help?

All questions about CCP should be posted on the Forums area of this Tech Center?

 

Is there a Service Level for the forums?

Sorry, at this time we can't committ to a service level for replies but we will be monitoring the forums closely and we'll reply as quickly as possible.