In order to implement Agent Single Sign-on in the ECE/CCE environment, the SSL certificate must be

imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE

installations. Additionally, ECE should be integrated with PCCE and the SPOG, and SS0 for CCE needs

to be configured before agent SSO for ECE will work.

Reference:

[1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterpris

e_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-

chat-admin-guide-cec_chapter_02.html

:

An MRD (multi-resource device) is a collection of skills, services, and route points that is associated

with a common communication medium. Skill groups are used to define the skills and services that

the agent needs to handle incoming calls, while route points are used to route calls to the agents.

Emails are transferred to queues based on the Media Class that they match. A Media Class is a set of

conditions that are used to match and route interactions to specific queues. Reference:

Cisco

UCCE

Administrator

Guide:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_

10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-

administration-guide_chapter_01000.html#topic_CACD2A1C2A43

Cisco

UCCE

System

Administration

Guide:

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_

10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-

system-administration-guide_chapter_01100.html

To receive chat messages while registering the application for chat API integration, you must register

the webhooks callback URL. The webhooks callback URL is used to receive chat messages from the

chat API and can be used to trigger an action or response when a chat message is received. The other

options are not required for chat API integration.

Reference:

[1] https://developer.salesforce.com/docs/atlas.enus.live_agent_dev.meta/live_agent_dev/live_agent_webhooks_intro.htm [2] https://developer.sales

force.com/docs/atlas.en-

us.live_agent_dev.meta/live_agent_dev/live_agent_webhooks_registration.htm