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ICM router, logger, and admin workstation are components of Cisco Unified Contact Center Enterprise (UCCE) that must be installed and available before Enterprise Chat and Email can be installed. CTI server is also a required component of UCCE and must be installed and available before Enterprise Chat and Email can be installed.

References: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/uccx_b_user-guide-cisco-unified-contact-center-express-106/uccx_b_user-guide-cisco-unified-contact-center-express-106_chapter_01110.html  [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/installation/guide/uccx_b_installation-

Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a business through various channels such as chat, email, social media, and other digital channels.

Before installing Enterprise Chat and Email, two items in UCCE need to be installed and available for use:

C. ICM router, logger, admin workstation: ICM (Intelligent Contact Manager) is a Cisco product that routes and manages customer interactions across multiple channels such as voice, email, chat, and social media. ICM router, logger, and admin workstation are the components of ICM that are required for Enterprise Chat and Email to function properly.

E. CTI server: CTI (Computer Telephony Integration) server is a component of UCCE that integrates telephony and computer systems to provide advanced call control and call management functionality. The CTI server is responsible for integrating the Enterprise Chat and Email with the phone system.

Departments can be configured in two ways: they can be created in the ECE console if integrated with PCCE and imported from SPOG, or they can be created in the ECE console if integrated with PCCE and imported from ECE Gadget. The other options are not two ways in which departments are configured.

References: [1] https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/eceug/create-departments.html  [2] https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/eceug/import-departments.html

When changes in daylight savings occur, the timezone must be changed at both the user group level and the system partition level in order to adjust the start and end times of shifts. This can be done by logging into the Cisco Unified Contact Center Enterprise (UCCE) Administration Portal and navigating to the User Group Management and System Partition Management menus [1], respectively.

References: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/uccx_b_user-guide-cisco-unified-contact-center-express-106/uccx_b_user-guide-cisco-unified-contact-center-express-106_chapter_01210.html  [2] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6

1. Cisco Collaboration System 12.x Solution Reference Network ...

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/srnd/collab12/collab12/contactc.html

C. Change the timezone at the user group level: The timezone for all the agents under the user group level should be changed to match the new time after daylight savings. This will ensure that the agents are working according to the new time zone and that their activity is recorded correctly in the system.

D. Change the timezone at the system partition level: The timezone at the system partition level should be changed to match the new time after daylight savings. This will ensure that the system is configured according to the new time zone and that all the activity is recorded in the correct time.

The maximum size of an attachment to be downloaded by an agent user interface before temporary slowness may be experienced is 30 KB. Attachments larger than 30 KB may take longer to download and could cause temporary slowness in the user interface. When sending attachments to an agent's user interface, it is recommended to keep the size of the attachment to less than 30 KB.

References: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_user_guide/cecu_b_enterprise-chat-user-guide-cecu/cecu_b_enterprise-chat-user-guide-cecu_chapter_01.html  [2] https://support.cisco.com/en-us/article/troubleshooting-attachments-in-enterprise-chat-and-email-cee-15-7-and-cee-15-8-kb001466

C. SS0 is not enabled by default; configuration is necessary. Single Sign-On (SSO) is not enabled by default in Cisco ECE, and configuration is necessary in order to set it up. This configuration involves setting up SSO on the Cisco ECE and Cisco Unified CCE side and configuring the SSO settings in Cisco Finesse. Reference: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html

D. SS0 allows agents, supervisors, and administrators to provide CCE credentials once and be authenticated across multiple disparate applications. This feature allows agents to sign on once and access all the applications that they need, such as Cisco Finesse, Cisco ECE, and other web-based applications, without having to sign in multiple times. Reference: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility_matrix/11_5/cec_b_crs-ece-11-5-compatibility-matrix.html

A chat entry point is a page or link that customers can use to access the chat service. Help links on websites can be configured to point to the same entry point, so customers will see the same interface regardless of which link they use to access the service. This makes it easier for customers to find the help they need, as all the help links will point them to the same entry point.