Hi Devnet users,
The Sandbox team has just released a new version of the PCCE 11.5 Sandbox that now includes voice capabilities. We now support voice in a fully virtualized environment.
PCCE fits within Cisco’s Collaboration product set and is more specifically a Contact Center product. It comes in a packaged format that requires less customization and aims to be faster to setup than UCCE. Additionally, PCCE provides an upgrade path to UCCE should your business needs change in the future. Here’s a link to the PCCE home page if you want to learn more.
This lab exposes Finesse Agents which can be designated to handle voice calls and task based routing. SocialMiner is integrated to provide a manual method to inject tasks towards the agents, but you can also code your own solutions! You can create new agents, supervisors, teams, and skill groups; experiment with our sample Finesse Gadget, build your own custom Finesse Gadgets, tinker with our provided Task Script or create your own Task script. Tools and instructions are provided to generate simulated voice calls.
How does it work? After logging into the Devnet Sandbox and reserving the PCCE lab, you will receive an email with VPN instructions and credentials to enter your private lab. Once you establish an Anyconnect session from your local computer to the lab, you’ll have access to all of the devices within the lab. Once you reserve the lab additional instructions are provided to help you get started.
Feel free to experiment and try things! You can’t break it, at least not permanently! If you find you’ve made some changes that you need to undo, just cancel your reservation and start a new one. You can find the Sandbox here.
We hope you’ll give this updated lab a try – and tell us what you think!
Regards,
Craig
