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Version: 2.5.0

PCCE

Connects for Siebel Installation​

The b+s Connects for Siebel components can be installed on the target host systems as described in b+s Connects for Siebel Installation. There is no difference in the b+s Connects for Siebel installation process if PCCE is used.

Email Routing and PCCE Congestion Control​

In a PCCE deployment the Congestion Treatment Mode is set fixed to “Terminate with Dialog Fail/RouteEnd”. This means that route requests which are treated due to congestion (i.e. the maximum of 8 CPS was exceeded) are answered by PCCE with a route error. Upon the first route error that the Routing Adapter receives from PCCE via the MediaManager the routing for this email task is cancelled.

Configuration Differences​

This document only describes important differences between PCCE and CCE/CCH that are related to an MCA for Siebel deployment. It does not provide a full description of all differences between PCCE and CCH/CCH. Refer to the Cisco product support web page for PCCE for such information.

Media Routing Type​

When configuring the Routing Type for a dialed number used for email routing with b+s Connects for Siebel, choose 3rd Party Multichannel from the dropdown menu. Prerequisite for this selection is that the peripherals have been configured using the PCCE Peripheral Gateway Setup tool and that the host systems where the b+s Connects for Siebel Central Components reside were added as External Machines to the PCCE System Inventory.

Dialed Number Strings​

The maximum Dialed Number String field length in PCCE is 25!

Preferred Agent Routing​

With PCCE it is not possible to configure additional Enterprise Skill Groups and therefore preferred agent routing cannot be used. This also means that agent-to-agent chat transfers are not possible with PCCE.

Dynamic Labels​

In a b+s Connects for Siebel deployment the MediaManager component uses labels that are returned by PCCE in case of a routing error.

With PCCE it is not possible to configure global predefined labels that can be used in the different PCCE routing scripts. For each routing script the labels must be configured directly in the script editor.

Password Policy​

PCCE stipulates that agent and supervisor passwords must be at least 8 characters.

Reroute On No Answer (RONA)​

RONA-settings for the voice channel must be done in Cisco Customer Voice Portal (CVP) as there are no RONA-settings in PCCE’s Desk Settings.