Packaged Contact Center Enterprise FAQ

  1. What is Packaged Contact Center Enterprise?
  2. What can a developer do with Packaged Contact Center Enterprise?
  3. Where can I find the PCCE documentation?
  4. Which server within PCCE are the PCCE APIs located?
  5. What type of users can use the PCCE APIs?
  6. What type of authentication do the REST APIs use?

Q: What is Packaged Contact Center Enterprise?

Cisco Packaged Contact Center Enterprise (Packaged CCE or PCCE) provides an enterprise-class contact center deployment model that’s easy to install, configure, and administer. It is also predesigned and bounded. As a result, it similfies deployment, operation and maintenance but still provides a complete omni-channel solution for contact centers with up to 12,000 agents. Visit the PCCE Overview for more info.

Q: What can a developer do with Packaged Contact Center Enterprise?

The PCCE APIs allows developers to build custom applications for day to day management of agents, skills, calls, and the PCCE system. It also allows developers to integrate this functionality into existing applications whether it is a thin or thick client.

Documentation can be found in the Packaged Contact Center Enterprise Developers Guide.

Q: Where can I find the PCCE documentation?

The documentation for the latest version of Packaged CCE can be found on the Packaged CCE DevNet site under Docs -> Guides.

Documentation for older versions of Packaged CCE can be found in the Previous Documentation section under Docs -> Downloads -> Previous Documentation (PDFs).

Q: Which server within PCCE are the PCCE APIs located?

The PCCE APIs are on the AW-HDS-DDS server. So, for the PCCE API URL (https:///unifiedconfig), replace the value with the FQDN of the AW-HDS-DDS server.

Q: What type of users can use the PCCE REST APIs?

Administrator and supervisors are the only types of users that have access to the Packaged CCE Administration APIs, but it depends on which API and operation is being performed.

Administrator Access

Administrator access to Packaged CCE Administration APIs and items is defined by the role and by the departments for which the administrator is responsible.

Supervisor Access

The following APIs are read only:

  • Agent Team API
  • Precision Queue API

The following APIs allow update with restrictions:

  • Attribute API:

  • When updating an attribute, supervisors can only modify the collection of agentAttributes by adding, removing, or changing the value of agents who are on their teams.

  • Agent API:

  • Supervisors can only see and update agents who are on their teams.

  • When updating an agent, supervisors can only change the following parameters:

    • skillGroups
    • defaultSkillGroup
    • skillGroupsAdded
    • skillGroupsRemoved
    • agentAttributes
    • agentAttributesAdded
    • agentAttributesRemoved
    • password

  • The Operation API can also be used to perform updates on agents.

  • Skill Group API:

  • When updating a skill group, supervisors can only modify the collections of agents by adding or removing agents who are on their teams.

Agent Access

Agents have no access to the Packaged CCE Administration APIs.

Q: What type of authentication do the REST APIs use?

The PCCE APIs use HTTP BASIC authentication, which requires the credentials to be sent in the "Authorization" header. The credentials contain the fully qualified username (for example: user@domain.com) and password, separated by a single colon (:), within a BASE64-encoded string.