AMA Forum- Design, Deployment & Troubleshooting on CCE CUIC & LiveData

[Tyler Langston]

Ask Me Anything Event

From Wednesday, 16th November, 2022 until Tuesday, 29th November, 2022

Cisco Unified Intelligence Center (CUIC) is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Historical, Real-time, and Live Data reporting and dashboards. Primary purpose served by CUIC is obtains data from base solution database, allows to create reports based on custom queries, visual presentation of reports, user roles to view the reports as well as scheduling of reports.

The Live Data feature provides a new real-time architecture with significant real-time refresh-rate improvements with actionable, real-time contact center information. Reports available from Cisco Unified Intelligence Center and reporting gadgets available on the Cisco Finesse desktop take advantage of this next-generation architecture.

Meet the Experts

Ritesh Desai is a Technical Consulting Engineer with the Contact Center Backbone team in the Asia Pacific time zone. He has around 9 years of Cisco Contact Center experience. He is currently associated with CCE TAC and has previously been part of Cisco Partner implmentation team. His skills include vast understanding of Cisco Collaboration Suite. He is working closely on Cisco Finesse with the design, integrations, and customizations. He holds Master’s in IT Projects Management and Telecom Management. Holds Microsoft Certified Professional, CCNA Collaboration, CCNP Collaboration

Melbin Francis is Technical Consulting Engineer with the contact center Enterprise team for APAC region. Worked in various collaboration and contact center solutions for 7 years with Cisco. Total experience of 11 years in PCCE, UCCE, CUCM, Voice Gateways, Unity connection, Attendant console and CUCM.

Holds CCIE Collaboration certificate #56021. Working closely on Cisco CUIC in regards to the design, integrations, and customizations. Holds Bachelor of Engineering on Electronics and communication Engineering.

* This event is free and open to all audiences, including business partners, network and telecommunications engineers, students, and Cisco customers.

[bill.king1]

Are there any plans to make the upgrading of CUIC any easier, as today when upgrades are done, some information isn't migrated and has to be recreated.

[mefranci]

Hi Bill,

From 12.X onwards you have the option for orchestration in UCCE/PCCE upgrades.
Please refer below document for details:

https://www.cisco.com/c/en/us/support/docs/contact-center/unified-contact-center-enterprise-1261/218313-configure-orchestration-for-ucce.html

[bill.king1]

Hi, so you're saying with the orchestration upgrades, that things like Views for instance are automatically migrated when you go to a new version, and don't have to be recreated?

[mefranci]

Hi Bill,

Yes all the updates after the upgrade will be taken care by Orchestration.

[bill.king1]

Are you sure about that? So if we do a tech refresh upgrade with CUIC, the new server will have all of the views migrated over fro mthe old system? We currently have an enhancement submission for that on the suggestion website COLLAB-I-17585 CCE and no one has mentioned that orchestration will change the way upgrades are done in this manner. Or is this documented somewhere?

[Shikhar Choudhary]

"Orchestration currently supports installation and rollback of Cisco Engineering Specials (ES), Service Updates (SU), Minor Releases (MR), and Microsoft Patches."

For MR/ES/SU, general rules apply. Orchestration simply automates these installations.
Also, TechRefresh is not supported anyways by Orchestration.

HTH

Shikhar

[Omar Deen]

Are there any plans in the roadmap to have inherited permissions? It would be nice to set permissions on a folder and have that trickle downstream to the subfolders and reports.

[ritdesai]

@Omar Deen  thanks for showing your interest. Do not have the information available at this moment. Have passed your feedback to product team and will revert you once the information is available with me.

[ritdesai]

HI @Omar Deen response received, Allowing inherited permissions to folders / sub-folders would allow users access to unintended sub-folders / categories.

[bill.king1]

Perhaps it could be set as an option, like in Windows? Basically, have a check folder that says inherit parent folder permissions for instance? I agree with @Omar Deen , it can be time consuming to have to go in and change all of the reports/folders that fall under an upper level folder.

[ArfiansyahArdiana]

I agree that the new architecture provides a significant realtime data rate increase.

[ritdesai]

Attaching the LiveData documentation for reference...

[Aaron Fracht-Monroe]

Are there plans on opening up the websocket, REST, and/or other LiveData APIs for use by 3rd parties who need high-resolution access to those stats?

[Muhammed Ashiq]

Is there any improvements in maximum row limitation ?