Cisco Unified Communications Manager (CUCM) and D. Cisco RTMT (Real-Time Monitoring Tool). The Cisco Unified Communications Manager (CUCM) can be used to troubleshoot UCCE issues related to network connectivity by providing tools to monitor network traffic and analyze signaling activity. The Cisco RTMT (Real-Time Monitoring Tool) can be used to monitor network connectivity and troubleshoot issues related to network performance and availability.

Cisco Unified Intelligence Center (CUIC. and D. Cisco RTMT (Real-Time Monitoring Tool). Cisco Unified Intelligence Center (CUIC. can be used to analyze call center performance and identify areas for improvement. The Cisco RTMT (Real-Time Monitoring Tool) can be used to monitor call center performance in real-time and troubleshoot issues related to call quality and call center efficiency.

A CUCM Admin access is needed to manage agent phones for UCCE/PCCE, as it allows the administrator to configure device pools, partitions, calling search spaces, and other settings for the agent phones. Reference = Administering Advanced Cisco Contact Center Enterprise (CCEAA), page 4

The protocol used by UCCE/PCCE to communicate with CUCM is JTAPI, which stands for Java Telephony Application Programming Interface. JTAPI allows UCCE/PCCE to monitor and control agent phones and CTI ports on CUCM. Reference = [Cisco Unified Contact Center Enterprise Solution Reference Network Design (SRND), Release 12.5(1)], page 10