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Cisco Unified Contact Center Express

Cisco Unified Contact Center Express 5.0

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Cisco® Unified Contact Center Express - an integral component of the Cisco Unified Communications system - offers an integrated, full-featured solution for managing customer contacts with all the benefits of the converged Cisco Unified IP Telephony architecture.

Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, delivering a media-rich collaboration experience across business, government agency, and institutional workspaces. These applications use the network as the platform to enhance comparative advantage by accelerating decision time and reducing transaction time. The security, resilience, and scalability of the network enable users in any workspace to easily collaborate every time, everywhere, so everyone's included. Cisco Unified Communications is part of a comprehensive solution that includes network infrastructure, security, wireless, management applications, lifecycle services, flexible deployment and outsourced management options, and third-party applications.
Cisco Unified Contact Center Express helps customers move into the next phase of customer contact - beyond today's contact center to a Customer Interaction Network, a distributed, IP-based customer-service infrastructure that comprises a continuously evolving suite of innovative, multichannel services and customer-relationship-management (CRM) applications. These services and applications provide premium responsiveness and streamlined customer exchanges to help your organization deliver superior customer service. A Customer Interaction Network extends customer-service capabilities across the entire organization, giving your business a more integrated and collaborative approach to customer satisfaction and leading to better customer experiences.

Cisco Unified Contact Center Express Overview

Cisco Unified Contact Center Express meets the needs of midmarket and enterprise branch or departmental companies that need easy-to-deploy, easy-to-use, secure, virtual, highly available, and sophisticated customer-interaction management for up to 300 agents. Cisco Unified Contact Center Express support for powerful agent-based assisted service as well as fully integrated self-service applications results in reduced business costs and improved customer response by providing sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services in a single-server, contact-center-in-a-box deployment while offering the flexibility to scale to larger, more demanding environments. Cisco Unified Contact Center Express helps ensure your business rules for inbound and outbound voice, e-mail, Web, and chat; and customer interaction management helps ensure that each contact is delivered to the right agent the first time.
Cisco Unified Contact Center Express is provided in three versions: Standard, Enhanced, and Premium, to better match product functions with your customer contact interaction management requirements. All Cisco Unified Contact Center Express products are tightly integrated with Cisco Unified Communications Manager.

Routing Capabilities and Benefits

Maximum return on investment for contact centers is provided when your company's business rules can influence the behavior of the contact center. Cisco Unified Contact Center Express routing capabilities facilitate categorization and prioritization of customer contacts in a way that best meets your business requirements to ensure that each contact is routed to the right agent at the right location the first time. Cisco Unified Contact Center Express routing supports a wide range of routing logic that can accurately target and selectively route different classes of contacts - or even single out individual contacts for customized, prioritized routing treatment.
Call-routing behaviors based on conditional events such as time of day, day of week, or holiday routing as well as the ability to specify service levels and move contacts between agent groups and reprioritize contacts in queue based on your business rules are available. The Cisco Unified Contact Center Express Premium product integration with your enterprise's customer database can help ensure that the optimal routing decisions are made; the application can give agents extensive information on a per-contact basis through a CRM or other application screen pop.

Cisco Unified E-Mail Interaction Manager

Customers are turning to company Websites to locate information about products and services, to seek support, and to conduct transactions. In addition, customers are seeking alternative ways, such as e-mail, to contact customer support centers, and the volume of incoming e-mail interactions to contact centers is growing. Cisco Unified E-Mail Interaction Manager, integrated with Cisco Unified Contact Center Express, increases agent productivity through a powerful yet intuitive user interface. A full suite of tools, including suggested responses, a knowledge base, and customer history, are easily accessible, enabling quick, consistent responses to e-mail messages that come into the contact center.

Cisco Unified Web Interaction Manager

The Cisco Unified Web Interaction Manager gives your organization tools to increase sales, facilitate new revenue-generation opportunities, and enhance customer satisfaction and loyalty. Integrated with Cisco Unified Contact Center Express, its powerful Web chat and collaboration features allow your contact center agents to deliver immediate answers to customer questions supported by comprehensive information stored in a shared knowledge base or Webpages and other Web-based content. This added channel in the contact center adds to agent productivity - and ultimately to increased customer satisfaction.

Cisco Unified Workforce Optimization

Cisco Unified Workforce Optimization integrated with Cisco Unified Contact Center Express helps supervisors and other managers align contact center performance with business objectives by integrating workforce optimization within the team's daily workflow - combining agent and supervisor desktop tools in a composite application with workforce optimization software to unify the entire customer interaction process.
Directly integrated with Cisco Supervisor Desktop, Cisco Unified Workforce Optimization unifies the tactical tools that supervisors need to optimize team performance: Cisco Unified Workforce Optimization Workforce Manager and Quality Manager software. The Workforce Management component allows contact center managers to develop schedules for multiple sites, manage critical performance indicators, and manage real-time adherence to schedules. At the same time, the Quality Manager piece provides a voice compliance and evaluation solution, with optional advanced quality-management features such as screen recording, for agent performance optimization and dispute resolution.

Cisco Outbound Option

The Cisco Outbound Option complements the powerful inbound call-handling capability of the Cisco Unified Contact Center Express platform by offering blended preview outbound dialing capabilities. You can build campaigns to use preview dialing, which is integrated with inbound calls to provide a blended inbound/outbound solution. These blended functions let agents serve both inbound calls and outbound campaign tasks when the inbound queue is empty, allowing for the most efficient use of agent resources for both inbound calls and outbound campaigns.

Computer Telephony Integration

Cisco Unified Contact Center Express can integrate with any CRM or other application that can run on the agent's Microsoft Windows desktop. Integration is achieved using a powerful real-time programmable CTI workflow engine that invokes keystroke macro emulation to automate the transfer of caller-entered information, or through an external application action. Cisco Unified Contact Center Express provides powerful integration tools through support for custom Java classes and methods that can be invoked under real-time workflow control. These features facilitate integration of Cisco Agent Desktop with other Windows-based applications such as Siebel with minimal software development.
In addition, Cisco Unified Contact Center Express Premium allows you to apply HTTP integration to provide integration and a screen pop with browser-based applications such as Salesforce.com running in the Cisco Agent Desktop embedded browser.

IVR and Self-Service Capabilities and Benefits

Unlike many competitive products, Cisco Unified Contact Center Express does not require purchase of additional IVR services, but rather provides an integrated ready-to-use IVR solution. Every package provides an IVR queue point, custom call treatment, arbitrarily deep voice menus, custom voice prompts, and the ability to process customer phone keypad presses through dual tone multifrequency (DTMF) processing to make routing decisions or to present a screen pop to the agent.
Cisco Unified Contact Center Express Premium adds the ability to have true, sophisticated, fully automated self-service applications integrated with your agent-assisted contact interaction management. This critical feature helps enable significant cost reduction on a per-contact basis and provides significant flexibility in handling customer contacts.
Two full self-service IVR ports are packaged at no additional charge with each Cisco Unified Contact Center Express Premium seat. In addition, support is provided for adding advanced self-service technologies such as Automatic Speech Recognition (ASR), Text to Speech (TTS), and Voice Extensible Markup Language (VoiceXML), as well as providing support for real-time notification services through e-mail, fax, or paging and the ability to invoke custom workflow processing (for example, Web-based callback) through HTTP requests).

Cisco Unified CallConnector for Microsoft Dynamics CRM

The Cisco Unified CallConnector for Microsoft Dynamics CRM, part of the Cisco Unified Communications system, is a free middleware application that integrates Cisco Unified Contact Center Express with Microsoft Dynamics CRM 3.0 (Microsoft CRM). This integration with Microsoft CRM includes productivity-enhancement features for employees such as screen pops, click to dial, and call tracking. The call information collected by the Cisco Unified CallConnector for Microsoft Dynamics CRM allows companies to make better business decisions based on actual call metrics pertaining to employees or customers.

Agent Capabilities and Benefits

Each Cisco Unified Contact Center Express seat provides optimal flexibility in your contact center by providing full licensing to use the seat as either an agent or a supervisor seat. Agent seats can be either PC or Cisco Unified IP phone-based agent stations. Each seat provides full licensing for Cisco IP Phone Agent, Cisco Supervisor Desktop, Cisco Desktop Administrator, Cisco Historical Reporting Client, and, for Enhanced and Premium, Cisco Agent Desktop and on-demand recording. Even if a PC failure occurs, an agent is fully licensed to continue working through the Cisco IP Phone Agent.
Cisco Unified Contact Center Express keeps the agent in touch with every call through critical data and call state information by providing the ability to present a screen pop to the agent for each call, which includes customer-entered data, as well as call state information describing how long the call has been connected to the ACD, how long the call has been in queue, and how long the agent has been talking with the caller.
Cisco Agent Desktop* gives agents tools to access information and respond rapidly to customer requests. Voice contact workflows, the enterprise data pane, and the integrated browser display (screen pop) show agents' customer data as calls are presented, preventing redirection of calls and the necessity for customers to repeat information. Task automation buttons and the personal phone directory allow agents to instantly activate frequently performed functions that shorten response time and automate after-call work to follow up on a customer inquiry. Collaboration tools such as chat and transfer of caller data help keep responses accurate.
Additionally, Cisco Agent Desktop offers the ability to provide workflows that process business rules based on critical call state events, the ability to invoke any CRM or other application able to run on the agent's Microsoft Windows desktop, and the ability to display information in the form of a screen pop from the ACD or IVR subsystem to that application.
When the Cisco Outbound Option with preview dialing is enabled, the Cisco Agent Desktop provides all the controls necessary for agents to participate in outbound campaigns.

Management Capabilities and Benefits

Supervisory Features*

The ability of Cisco Supervisor Desktop to monitor critical performance metrics and actively chat, monitor, record, and send team messages allows managers to coach, train, and encourage agent behavior so that agents consistently perform the job function and process calls efficiently. The ability to send agents scrolling team messages and chat with individual members or the entire team allows supervisors to coach agents, resolve problems, and instantly communicate business changes. Supervisors can coach agents unobtrusively on cross-sell and up-sell opportunities and help agents resolve customer situations.
Within the supervisor desktop, contact center managers can see team performance, agent statistics, and status at a glance using easy-to-navigate tabbed pages and graphical reports. To coach agents, they can silently monitor calls and offer encouragement using chat. They can also initiate call recording for later review and training.
Supervisors can interrupt an agent's call to create a three-way conference, and then interact with both the caller and the agent to help resolve a concern. A supervisor can remove the agent from a call using the Intercept feature, allowing the supervisor and caller to complete the call on their own while the agent handles another customer request.
Supervisors can change an agent's state from their desktop. For example, agents may forget to make themselves available to take calls after a break or neglect to log out when away from their workstation for an extended period. With Cisco Supervisor Desktop, supervisors can easily log out missing agents or make unintentionally idle agents ready to take calls. This function is critical to highly distributed contact center deployments. Supervisors also can change an agent's skill profile in real time. This capability gives supervisors tactical tools to manage their agent teams and support contact center management objectives.

Administration

The Cisco Unified Contact Center Express Web-based administration provides a run-anywhere, enterprisewide point of control for single- or multisite contact centers. Cisco Unified Contact Center Express transparently integrates Cisco Unified Communications Manager-provisioned information and integrates with the Cisco Unified Communications Manager Web-based administration to provide cross access and a common interface. Cisco Unified Contact Center Express Administration allows a wide range of real-time reporting statistics across all activity within the contact center, regardless of agent or supervisor location and for all calls in process.

Reporting

The Cisco Unified Contact Center Express solution provides real-time and historical data necessary for mission-critical contact-center reporting. Real-time reports are provided both at the supervisor level (integrated with the Cisco Supervisor Desktop) on a per-agent team basis as well as at the Cisco Unified Contact Center Express Administration level across the entire contact center.
The reporting function provides accurate and timely reports on contact-center activity, helping managers make informed decisions regarding staffing levels, contact handling procedures, and technology investments. Standard reporting templates provide automatically operational functions for common reporting needs. Custom reports can extend the standard reporting package to meet specific reporting needs. Furthermore, the open software architecture of Cisco Unified Contact Center Express allows for export of reporting data in a variety of formats.

Cluster Management

When Cisco Unified Contact Center Express is deployed with multiple servers, all servers are members of the Cisco Unified Contact Center Express cluster and can be viewed, monitored, and taken in and out of service. Using open Internet standards and the inherent capabilities of Cisco devices, Cisco Unified Communications Management Suite helps network managers oversee their converged networks while maintaining confidence that their IP telephony environments, including Cisco Unified Contact Center Express, are performing as expected. Cisco Unified Communications Management Suite provides real-time, detailed fault analysis designed specifically for Cisco devices in the IP telephony environment. This focus on Cisco devices facilitates monitoring of Cisco Unified IP Telephony technology-based networks for a variety of fault conditions, analysis of these conditions, and notification of network managers through intelligent traps detailing the problem that has occurred. Functions supporting Cisco Unified Contact Center Express include server discovery, health statistics, subsystem process checks, application run-time status, and other critical network management capabilities.

System Capabilities and Benefits

Open Systems

Cisco Unified Contact Center Express software takes full advantage of industry-standard hardware platforms, giving you the benefits of many software functions at a modest hardware cost. The open architecture of the system, which includes an Open Database Connectivity (ODBC)-compliant database as well as Java interfaces for CTI applications, can integrate with existing contact center solutions, preserving investments in traditional systems and providing a platform for future applications.

Redundant High Availability

Cisco Unified Contact Center Express offers high-availability redundancy for dual server cluster deployments, including support for automatic failover of inbound voice ACD, IVR, and desktop services as well as database replication and failover and load-balanced redundancy for on-demand recording servers.

Integrated Service-Creation Environments

The Cisco Unified Contact Center Express Workflow Editor is the service-creation and scripting environment for mapping business rules to call-flow behavior and call treatments. It can operate from any location on the enterprise WAN, and workflows can be uploaded and run on the Cisco Unified Contact Center Express server. This environment is a visual editor that provides a simple, drag-and-drop, easy-to-understand interface for building powerful, custom, business-communication applications.

Scalability

Cisco Unified Contact Center Express can provide a contact-center-in-a-box for a single server or scale to support up to 300 agents in a multiserver cluster with a redundant high-availability option across a virtual multisite contact center. Cisco Unified Contact Center Express supports a Cisco Customer Interaction Network based on the Cisco Unified Intelligent Contact Management and Cisco IPCC Peripheral Gateway enabling prerouting, postrouting, and centralized reporting for multiple Cisco Unified Contact Center Express systems across a Cisco Unified Communications WAN.

Security

To help maintain network security in the contact center and throughout the enterprise, Cisco Unified Contact Center Express supports Cisco Security Agent as well as virus-detection software from the major antivirus software vendors. Cisco Security Agent is a host-based intrusion detection system that provides security to mission-critical enterprise servers and hosts. It provides benefits beyond conventional endpoint security solutions such as virus-scanning software and firewalls by identifying and preventing malicious behavior before it can occur. This process helps remove potential known and unknown security risks that threaten enterprise networks and applications. By analyzing behavior rather than relying on signature matching, Cisco Security Agent complements the capabilities of the antivirus software; together, they provide a robust solution to protect your network and reduce operational costs.

Cisco Unified Communications Services

Cisco and its certified partners can help you deploy a secure, resilient Cisco Unified Communications Solution, meeting aggressive deployment schedules and accelerating business advantage. Cisco's portfolio of services is based on proven methodologies for unifying voice, video, data, and mobile applications on fixed and mobile networks.
Cisco's unique lifecycle approach to services defines the requisite activities at each phase of the solution lifecycle. Customized planning and design services focus on creating a solution that meets your business needs. Award-winning technical support increases operational efficiency. Remote management services simplify day-to-day operations, and optimization services enhance solution performance as your business needs change.

Summary

Cisco Unified Contact Center Express offers an integrated, full-featured solution for managing customer voice contacts while retaining all the benefits of fully converged Cisco Unified Communications deployment. Cisco Unified Contact Center Express delivers sophisticated call routing, management, and administration features for departmental, enterprise branch, or small to medium-sized enterprise customer-care needs.
Cisco Unified Contact Center Express offers ease of installation, configuration, and application hosting, as well as reduced business application integration complexity, ease of agent administration, increased agent flexibility, and network hosting efficiencies - continuing the evolution toward a true Customer Interaction Network.
*For complete details regarding Cisco Agent Desktop and Cisco Supervisor Desktop for Cisco Unified Contact Center Express 5.0, including options available for Standard, Enhanced, and Premium versions, please refer to the Cisco Agent Desktop for Cisco Unified Contact Center Express 5.0 data sheet.

Cisco Unified Contact Center Express 5.0 Features and Specifications

Cisco Unified Contact Center Express 5.0 is available for Cisco Unified Communications Manager 5.1, 6.0, and 6.1, as well as for Cisco Unified Communications Manager Express 4.2 on integrated services router and Cisco Unified Communications 500 Series for Small Business platforms.

Note: All capacities stated in this document are system maximums. Actual maximums are a function of the hardware server(s) and mix of features deployed on those servers. Cisco Assessment to Quality (A2Q) bid assurance requires passing bid assurance in presales prior to making a formal offer to a customer. The Cisco Unified Contact Center Express 5.0 Configuration and Ordering Tool is the required mechanism to submit to and pass bid assurance. The configuration tool provides a structured way to configure software features and required and supported servers, and to automatically bid assure a configuration. It also provides a bill of materials for the configuration.

Note: This document applies only to Cisco Unified Contact Center Express 5.0.2 and later 5.0.x versions. Cisco Unified Contact Center Express 5.0.1 feature content differs from that in this document.

Cisco Unified Contact Center Express provides support for all critical functional areas of today's contact centers, including:

• Inbound Voice

• Blended Preview Outbound Dialer

• Cisco Unified E-Mail Interaction Manager and Web Interaction Manager

• Cisco Unified Workforce Optimization (including Quality Manager, Advanced Quality Manager, and Workforce Manager)

• Third-party integration (for example, with CRM)

• Customer database integration with ODBC or Structured Query Language (SQL)

• IVR

• Real-time and historical reporting

• Agent and supervisor desktops

Please consult the following pages and tables for each area of interest.
Table 1: Cisco Unified Contact Center Express Supported Cisco Unified Communications Manager Products
Table 2: Cisco Unified Contact Center Express 5.0 Feature Availability with Cisco Unified Communications Manager 5.1, 6.0, and 6.1; Cisco Unified Communications Express on Cisco integrated services routers; and the Cisco Unified Communications 500 Series for Small Business.

Licensing

Table 3: Cisco Unified Contact Center Express 5.0 Licensing

Inbound Voice

Table 4: Cisco Unified Contact Center Express 5.0 Inbound Voice
Table 5: Cisco Unified Contact Center Express 5.0 Outbound Voice

Blended Preview Outbound Dialer

Table 6: Reference Capacities for Inbound and Blended Inbound and Outbound Systems

Cisco Unified Workforce Optimization

Table 7: Cisco Unified Contact Center Express 5.0 Quality and Advanced Quality Manager
Table 7: Cisco Unified Contact Center Express 5.0 Workforce Manager

Cisco Unified E-Mail Interaction Manager and Web Interaction Managers

Table 1. Cisco Unified Contact Center Express Supported Cisco Unified Communications Manager Products

Cisco Unified Communications Manager Product

Cisco Unified Contact Center Express

Product

Platform

Release

Platform

Standard

Enhanced

Premium

Release

Cisco Unified Communications Manager

Media convergence servers

5.1 and 6.0

Media convergence servers

Yes

Yes

Yes

5.0.1 and later 5.0 versions

Cisco Unified Communications Manager

Media convergence servers

6.1

Media convergence servers

Yes

Yes

Yes

5.0.1 and later 5.0 versions

Cisco Unified Communications Manager Express

Integrated services routers

4.2

Media convergence servers

Yes

Yes

Yes

5.0.1 and later 5.0 versions

Cisco Unified Communications Manager Express

Cisco Unified Communications 500 Series for Small Business

4.2

Media convergence servers

Yes

No

No

5.0.1 and later 5.0 versions

Table 2. Cisco Unified Contact Center Express 5.0 Feature Availability with Cisco Unified Communications Manager 5.1, 6.0, and 6.1

Feature

Premium

Enhanced

Standard

Optional?

Inbound Voice

Yes

Yes

Yes

No

Inbound Voice High Availability Option

Yes

Yes

No

Yes

Blended Preview Outbound

Yes

No

No

Yes

Basic E-Mail Interaction Manager

Yes

No

No

Yes

Advanced E-Mail Interaction Manager

Yes

No

No

Yes

Basic Web Interaction Manager

Yes

No

No

Yes

Advanced Web Interaction Manager

Yes

No

No

Yes

Quality Manager

Yes

No

No

Yes

Advanced Quality Manager

Yes

No

No

Yes

Workforce Manager

Yes

No

No

Yes

Cisco Unified Contact Center Express 5.0 Feature Availability with Cisco Unified Communications Manager Express 4.2 for Integrated Services Routers

Inbound Voice Non-High Availability

Yes

Yes

Yes

No

Inbound Voice High Availability

No

No

No

NA

Blended Preview Outbound

No

No

No

NA

Basic E-Mail Interaction Manager

Yes

No

No

Yes

Advanced E-Mail Interaction Manager

Yes

No

No

Yes

Basic Web Interaction Manager

Yes

No

No

Yes

Advanced Web Interaction Manager

Yes

No

No

Yes

Quality Manager

No

No

No

NA

Advanced Quality Manager

No

No

No

NA

Workforce Manager

No

No

No

NA

Cisco Unified Contact Center Express 5.0 Feature Availability with Cisco Unified Communications Manager Express 4.2 for Cisco Unified Communications 500 Series for Small Business

Inbound Voice Non- High Availability

No

No

Yes

No

Inbound Voice High Availability

No

No

No

NA

Blended Preview Outbound

No

No

No

NA

Basic E-Mail Interaction Manager

No

No

No

NA

Advanced E-Mail Interaction Manager

No

No

No

NA

Basic Web Interaction Manager

No

No

No

NA

Advanced Web Interaction Manager

No

No

No

NA

Quality Manager

No

No

No

NA

Advanced Quality Manager

No

No

No

NA

Workforce Manager

No

No

No

NA

Licensing

Licensing for Cisco Unified Contact Center Express varies by feature. Licenses are either concurrent or named licenses.
Concurrent licensing example: Customer has 3 shifts each of 100 users for a total of 300 unique users. Customer needs to purchase 100 licenses.
Named licensing example: Customer has 3 shifts of 100 users for a total of 300 unique users. Customer needs to purchase 300 licenses.

Table 3. Cisco Unified Contact Center Express 5.0 Licensing

Cisco Unified Contact Center Express 5.0 Packaging, Pricing, and Licensing

All packaging is per user (with exception of High Availability server software option)

Feature

Packaging

Inbound Voice Non-High Availability

Concurrent

Inbound Voice High Availability

Server Software Option

Blended Preview Outbound

Concurrent*

Basic E-Mail Interaction Manager

Concurrent

Advanced E-Mail Interaction Manager

Concurrent

Basic Web Interaction Manager

Concurrent

Advanced Web Interaction Manager

Concurrent

Quality Manager

Named user

Advanced Quality Manager

Named user

Workforce Management

Named user

Concurrent = Logged in agent or supervisor

Names specific individual

Server Software Option

* Requires Inbound Voice license

Inbound Voice

Please note that not all inbound voice features available with Cisco Unified Contact Center Express 5.0 deployed with Cisco Unified Communications Manager are available when deployed with Cisco Unified Communications Manager Express.

Table 4. Cisco Unified Contact Center Express 5.0 Inbound Voice

Feature

Premium

Enhanced

Standard

General System Features with Server Software

Hardware configuration

Cisco media convergence servers and Cisco approved partner servers

Cisco media convergence servers and Cisco approved partner servers

Cisco media convergence servers and Cisco approved partner servers

System software configuration

Microsoft Windows 2003 server software

Microsoft Windows XP and Vista desktop client software (with Cisco Unified Contact Center Express 5.0.2 and later 5.0.x)

Microsoft Windows 2003 server software

Microsoft Windows XP and Vista desktop client software (with Cisco Unified Contact Center Express 5.0.2 and later 5.0.x versions)

Microsoft Windows 2003 server software

Microsoft Windows XP and Vista desktop client software (with Cisco Unified Contact Center Express 5.0.2 and later 5.0.x versions)

Cisco Unified Communications Managers supported

Cisco Unified Communications Managers 5.1 and 6.x

Cisco Unified Communications Manager Express 4.2

Cisco Unified Communications Managers 5.1 and 6.x

Cisco Unified Communications Manager Express 4.2

Cisco Unified Communications Managers 5.1 and 6.x

Cisco Unified Communications Manager Express 4.2

Operating system(s) supported

Cisco original equipment manufacturer (OEM) Windows 2003 Server

Cisco OEM Windows 2003 Server

Cisco OEM Windows 2003 Server

Inbound Voice redundancy support

High Availability with automatic failover

Note: Not available for Cisco Unified Communications Manager Express

High Availability with automatic failover

Note: Not available for Cisco Unified Communications Manager Express

Not available

Maximum number of analog trunks supported

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Maximum number of digital trunks supported

Unlimited (no software limitations)

Note: Not supported for Cisco Unified Communications Manager Express

Unlimited (no software limitations)

Note: Not supported for Cisco Unified Communications Manager Express

Unlimited (no software limitations)

Note: Not supported for Cisco Unified Communications Manager Express

Maximum number of IP trunks supported

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Maximum number of Session Initiation Protocol (SIP) trunks supported

Unlimited (no software limitations)

Note: Not supported for Cisco Unified Communications Manager Express

Unlimited (no software limitations)

Note: Not supported for Cisco Unified Communications Manager Express

Unlimited (no software limitations)

Note: Not supported for Cisco Unified Communications Manager Express

Maximum number of trunk groups supported

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Call conferencing

Included

Included

Included

Agent interdialing support

Included

Included

Included

Direct Outward Dialing (DOD) support

Included

Included

Included

Inbound Voice Seats

Maximum number of configurable inbound agents supported

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Maximum number of active inbound agents supported

300

300

300

Maximum number of inbound supervisor positions supported

32

32

32

Inbound seat license type

Concurrent user

Concurrent user

Concurrent user

Integrated ACD Features with Server Software

Custom scripting with Cisco Unified Contact Center Express Drag & Drop Editor

Included

Included

Included

Maximum number of agent groups supported

150

150

150

Maximum number of agents per group

300

300

300

Asynchronous-network-interface (ANI) support

Included

Included

Included

Digital Number Identification Service (DNIS) support

Included

Included

Included

Route on Skill

Included

Included

Included

Route on Skill competency

Included

Included

Included

Conditional routing (time of day, day of week, custom variables, etc.)

Included

Included

Included

Overflow, interflow, and intraflow routing

Included

Included

Included

Custom routing based on data from database access (for example, data-directed priority routing)

Included

Not available

Not available

Dynamic priority queuing

Included

Included

Not available

Maximum number of definable skills groups

150

150

Included

Maximum number of skills per agent

50

50

50

Maximum number of routing programs

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Integrated IVR Features with Server Software

Play messages to callers: Music

Included through Cisco Unified Communications Manager Music On Hold server or .wav file

Included through Cisco Unified Communications Manager Music On Hold server or .wav file

Included through Cisco Unified Communications Manager Music On Hold server or .wav file

Play messages to callers: Prompts

Included through .wav file

Included through .wav file

Included through .wav file

Play messages to callers: Combine prompts, music, and messages

Included fully customizable

Included fully customizable

Included fully customizable

Capture and process caller dual tone multifrequency (DTMF) input

Included

Included

Included

Automated-Attendant support

Included fully customizable

Included fully customizable

Included fully customizable

Database integration

Included

Not available

Not available

Automatic Speech Recognition

Optional through Media Resource Control Protocol (MRCP): Order from Nuance or IBM

Not available

Not available

Text to Speech

Optional through MRCP: Order from Nuance or IBM

Not available

Not available

Real-time notification services (e-mail - support for paging and fax)

Included: Paging and fax require integration with third-party services

Not available

Not available

VoiceXML for ASR, TTS, and DTMF

Included

Not available

Not available

Read data from HTTP and Extensible Markup Language (XML) pages

Included

Included

Included

Run workflows through HTTP Request

Included

Not available

Not available

Integrated self-service application support

Included

Not available

Not available

Integrated CTI and Screen Pop Features with Cisco Unified Contact Center Express Seat License

Populate ANI or DNIS and customer-defined workflow data

Included

Included

Included

Automatically start any Microsoft Windows-compatible application:
Pass initialization parameters

Included

Included

Not available

Populate data to any Microsoft Windows-compatible application

Included

Included

Not available

Populate data to any browser-based application

Included

Not available

Not available

Customer database integration (ODBC or SQL)

Included

Not available

Not available

Integrated PC-Based Agent Desktop Features with Cisco Unified Contact Center Express Seat License

Work Flow Automation and Task buttons

Included

Included

Note: As of Cisco Unified Contact Center Express 5.0.2, Cisco Agent Desktop is no longer included in the Standard package.

Not available

Populate third-party applications on events

Included

Included

"Record" and archive calls

Included

Included

"Work" agent state for after-call wrap-up activity

Included

Included

Wrap-up codes

Included

Included

Chat with supervisor or agents using Instant Messaging

Included

Included

Call log tracks call activity of incoming and outgoing calls

Included

Included

Agent log tracks agent state changes and other information

Included

Included

Softphone with phone directory

Included

Included

Support for Cisco IP Communicator: No Cisco IP phone required for agent phone

Included

Included

Agent State buttons

Included

Included

Integrated browser: Integrated support for browser-based applications; browsing to administratively approved Websites

Included

Not available

Integrated IP Phone-Based Agent Desktop Features with Cisco Unified Contact Center Express Seat License

(Please refer to Cisco Unified Contact Center Express 5.0 Solution Reference Network Design (SRND) for list of supported Cisco Unified IP phones)

Log in or out

Included

Included

Included

Ready or not ready

Included

Included

Included

Shows agent phone state

Included

Included

Included

Real-time reports

Included

Included

Included

Agent may initiate on-demand recording

Included

Included

Not available

Supervisor can Silent Monitor, Barge In, and Intercept

Included

Included

Not available

Integrated PC-Based Supervisor Desktop Features with Cisco Unified Contact Center Express Seat License

View agent activity in real time

Included

Included

Included

View agent and skill group statistics in tabular and graphical views

Included

Included

Included

Chat: Send text messages to any or all agents

Included

Included

Not available

Marquee: Broadcast scrolling messages to agents

Included

Included

Not available

Support for Cisco IP Communicator: No Cisco IP phone required for agent phone

Included

Included

Included

Log out agent

Included

Included

Included

Make agent ready

Included

Included

Included

Coaching: Provide agent guidance through Chat

Included

Included

Not available

Silent Monitoring: Listen in on an agent's call

Included

Included

Not available

Ability for supervisor to remotely Silent Monitor from any phone through a dial-in IVR session

Included

Not available

Not available

Barge-In: Join In on an agent's conversation

Included

Included

Not available

Intercept: Take a call from an agent

Included

Included

Not available

Record: Capture and archive call audio

Included

Included

Not available

Integrated browser: Integrated support for browser-based applications; browsing to administratively approved Websites

Included

Not available

Not available

Support for supervisors to take calls using included Cisco Agent Desktop

Included

Included

Not available (CAD not included)

Support for supervisors to take calls using included Cisco IP Phone Agent

Included

Included

Included

Integrated ACD Historical Reporting with Cisco Unified Contact Center Express Seat License

Abandoned Call Detail Activity report

Included

Included

Included

Aborted and Rejected Call Detail report

Included

Included

Included

Agent Call Summary report

Included

Included

Included

Agent Detail report

Included

Included

Included

Agent Login Logout Activity report

Included

Included

Included

Agent Not Ready Reason Code Summary

Included

Included

Included

Agent State Detail report

Included

Included

Included

Agent State Summary report (by agent)

Included

Included

Included

Agent State Summary report (by interval)

Included

Included

Included

Agent Wrap-up Data Summary

Included

Included

Included

Agent Wrap-up Data Summary

Included

Included

Not available

Intercept: Take a call from an agent

Included

Included

Not available

Application Summary report

Included

Included

Included

Call Custom Variables report

Included

Included

Included

Called Number Summary Activity report

Included

Included

Included

Common Skill Contact Service Queue Activity report

Included

Included

Included

Contact Service Queue Activity report (by contact service queue [CSQ])

Included

Included

Included

Contact Service Queue Activity report (by interval)

Included

Included

Included

Contact Service Queue Activity report

Included

Included

Included

Contact Service Queue Call Distribution Summary

Included

Included

Included

Contact Service Queue Priority Summary report

Included

Included

Included

Contact Service Queue Service Level report

Included

Included

Included

CSQ Agent Summary report

Included

Included

Included

Detailed Call, CSQ, Agent report

Included

Included

Included

Priority Summary Activity report

Included

Included

Not available

Remote Monitoring Detail report

Included

Not available

Not available

Integrated Self-Service Historical Reporting with Cisco Unified Contact Center Express Seat License

Application Performance Analysis report

Included

Not available

Not available

Detailed Call-by-Call Contact Call Detail Record (CCDR) report

Included

Not available

Not available

Traffic Analysis report

Included

Not available

Not available

Integrated Multichannel Historical Reporting with Cisco Unified Contact Center Express Seat License

Multichannel Agent Contact Summary report

Included with Cisco Unified Web and E-Mail Interaction Manager license

Not available

Not available

Multichannel Agent Login/Logout Activity report

Included with Cisco Unified Web and E-Mail Interaction Manager license

Not available

Not available

Multichannel CSQ Activity report

Included with Cisco Unified Web and E-Mail Interaction Manager license

Not available

Not available

Outbound Agent Detail Summary report

Included with outbound license

Not available

Not available

Outbound Campaign Summary report

Included with outbound license

Not available

Not available

Integrated Recording with Cisco Unified Contact Center Express Seat License

On-demand agent recording

Included

Included

Not available

On-demand supervisor recording

Included

Included

Not available

Integrated Administration

Browser-based: Administer from anywhere on Cisco Unified Communications WAN

Included

Included

Included

Web-enabled real-time reporting client

Included

Included

Included

Full integration with Cisco Unified Operations Manager, Cisco Unified Campus Manager, and Cisco Unified Resource Manager Essentials, including support for Simple Network Management Protocol (SNMP) support and alarm service

Included

Included

Included

Support for third-party MIBs

Included

Included

Included

Tracing and local logging

Included

Included

Included

Voicemail Integration

Voice messaging interface

Optional (Cisco Unity® messaging or Cisco Unity Express)

Optional (Cisco Unity messaging or Cisco Unity Express)

Optional (Cisco Unity messaging or Cisco Unity Express)

Maximum number of voice mailboxes supported

Please consult product documentation

Please consult product documentation

Please consult product documentation

Maximum number of voice storage hours

Unlimited (storage limitation hard disk dependent)

Unlimited (storage limitation hard disk dependent)

Unlimited (storage limitation hard disk dependent)

Support for other vendor voicemail

Yes (through call transfer to voicemail system)

Yes (through call transfer to voicemail system)

Yes (through call transfer to voicemail system)

Unified messaging support

Optional (Cisco Unity messaging)

Optional (Cisco Unity messaging)

Optional (Cisco Unity messaging)

Blended Preview Outbound Dialer

Important: Each deployed Blended Preview Outbound Dialer seat requires a corresponding deployment of an inbound voice seat.
Example 1: A deployment that requires 100 inbound voice agents, 25 of whom also need to perform outbound voice calls, requires 100 inbound voice seats plus an additional 25 outbound seats.
Example 2: A deployment that requires 25 inbound voice agents only performing inbound voice and 75 outbound agents performing only outbound voice requires 100 inbound voice seats and 75 outbound voice seats.
Important: Please note that the seat maximums shown in Table 5 for Blended Preview Outbound Dialer are inclusive of inbound voice seats also deployed.
Please note that outbound voice features are available only with the Premium package and only when Cisco Unified Contact Center Express 5.0 is deployed with Cisco Unified Communications Manager - not when deployed with Cisco Unified Communications Manager Express.

Table 5. Cisco Unified Contact Center Express 5.0 Outbound

Feature

Premium

Enhanced

Standard

General System Features with Server Software (Same as for Inbound Voice with exception of redundancy)

Hardware configuration

Deploys and executes co-resident on inbound voice server

Deploys and executes co-resident on inbound voice server

Deploys and executes co-resident on inbound voice server

System software configuration

Same as inbound voice

Same as inbound voice

Same as inbound voice

Cisco Unified Communications Managers supported

Cisco Unified Communications Manager 5.1 and 6.x

Cisco Unified Contact Center Express for Cisco Unified Communications Manager Express on integrated services routers Note: Outbound is not supported in Cisco Unified Contact Center Express 5.0 for Cisco Unified Communications Manager Express 4.2

Cisco Unified Contact Center Express for Cisco Unified Communications Manager Express on Cisco Unified Communications 500 Series for Small Business Note: Only Cisco Unified Contact Center Express 5.0.2 (and later) Standard is supported for Cisco Unified Communications Manager Express 4.2 on Cisco Unified Communications 500 Series for Small Business. Cisco Unified Contact Center Express Enhanced and Premium are not supported.

Operating system(s) supported

Same as inbound voice

Same as inbound voice

Same as inbound voice

Outbound Voice redundancy support

Cold standby for Cisco Unified Communications Manager

Note: Not available for Cisco Unified Communications Manager Express

Not available

Not available

Maximum number of analog trunks supported

Same as for inbound voice

Same as for inbound voice

Same as for inbound voice

Maximum number of digital trunks supported

Same as for inbound voice

Same as for inbound voice

Same as for inbound voice

Maximum number of IP trunks supported

Same as for inbound voice

Same as for inbound voice

Same as for inbound voice

Maximum number of SIP trunks supported

Same as for inbound voice

Same as for inbound voice

Same as for inbound voice

Maximum number of trunk groups supported

Same as for inbound voice

Same as for inbound voice

Same as for inbound voice

Call conferencing

Same as for inbound voice

Same as for inbound voice

Same as for inbound voice

Agent interdialing support

Same as for inbound voice

Same as for inbound voice

Same as for inbound voice

Direct Outward Dialing (DOD) support

Same as for inbound voice

Same as for inbound voice

Same as for inbound voice

Outbound Voice Seats

Maximum number of configurable outbound agents Supported

Unlimited (no software limitations)

Maximum number of active outbound agents supported

300

Maximum number of active outbound agents supported

300

Maximum number of outbound supervisor positions supported

32

Maximum number of outbound supervisor positions supported

32

Outbound license type

Concurrent user

Outbound license type

Concurrent user

Outbound Preview Dialer Features

 

Maximum number of active outbound campaigns

15

Not Applicable

Not Applicable

Maximum number of CSQs per outbound campaign

10

Not Applicable

Not Applicable

Maximum number of active contacts per outbound campaign

10,000

Not Applicable

Not Applicable

Integrated CTI/Screen Pop Features with Cisco Unified Contact Center Express Seat License

Populates customer's name, account number, and phone number dialed

Included

Not available

Not available

Start any Microsoft Windows compatible application

Using CAD task button

Not available

Not available

Send information to any Microsoft Windows compatible application

Using CAD task button

Not available

Not available

Integrated PC-Based Agent Desktop Features with Cisco Unified Contact Center Express Seat License

Ability for agent to initiate on-demand recording

Included

Included

Not available

Ability for supervisor to Silent Monitor, Barge-In, and Intercept

Included

Not available

Not available

Ability for agent to accept, reject, or skip outbound contact

Included

Not available

Not available

Ability for agent to mark a contact as "Do not call" for a particular campaign

Included

Not available

Not available

Integrated IP Phone-Based Agent Desktop Features with Cisco Unified Contact Center Express Seat License

Support for Cisco IP Phone Agent only based agents

Not available

Integrated PC-Based Supervisor Desktop Features with Cisco Unified Contact Center Express Seat License

View agent activity in real time

Included

Not available

Not available

Support for Cisco IP Communicator: No Cisco IP phone required for agent phone

Included

Not available

Not available

Coaching: Provide agent guidance through chat

Included

Not available

Not available

Silent Monitoring: Listen in on an agent's call

Included

Not available

Not available

Ability for supervisor to remotely Silent Monitor from any phone through a dial-in IVR session

Included

Not available

Not available

Barge-In: Join In on an agent's conversation

Included

Not available

Not available

Intercept: Take a call from an agent

Included

Not available

Not available

Record: Capture and archive call audio

Included

Not available

Not available

Integrated Historical Reporting with Cisco Unified Contact Center Express Seat License

Outbound Campaign Summary report

Included

Not available

Not available

Outbound Agent Detail Performance report

Included

Not available

Not available

Administration

Ability for administrator to create and configure campaigns

Ability for administrator to create and configure campaigns

Ability for administrator to create and configure campaigns

Ability for administrator to create and configure campaigns

Ability for administrator to create non-North American area code to time zone mappings

Ability for administrator to create non-North American area code to time zone mappings

Ability for administrator to create non-North American area code to time zone mappings

Ability for administrator to create non-North American area code to time zone mappings

Ability for administrator to mark "Do Not Call" contacts as Do Not Call across all campaigns

Ability for administrator to mark "Do Not Call" contacts as Do Not Call across all campaigns

Ability for administrator to mark "Do Not Call" contacts as Do Not Call across all campaigns

Ability for administrator to mark "Do Not Call" contacts as Do Not Call across all campaigns

Please Note: The summary overview of system maximums for Inbound and Outbound Voice shown in Table 6 are for reference only. All system configurations are required to use the Cisco Contact Center Express Configuration and Ordering Tool to pass required Cisco A2Q bid assurance. Please note that all deployments containing outbound seats are by definition blended inbound/outbound deployments.

Table 6. Reference Capacities for Inbound and Blended Inbound/Outbound Systems

Key Blended Inbound Voice System Maximum Capacities when deployed with Cisco Unified Communications

 

Standalone Server

2 Server Cluster

Server

7845

7835

7825

7816

7845

7835

7825

7816

Agents

300

150

100

75

300

150

100

75

Supervisors

32

15

10

8

32

15

10

8

Monitoring and Recording

64

32

32

32

64

32

32

32

Historical Reporting Sessions

5

5

3

3

16

10

10

10

Basic (Standard and Enhanced) and Advanced (Premium) Interactive Voice Response (IVR) ports

300

150

100

75

300

150

100

75

Key Blended Inbound/Outbound Voice System Maximum Capacities when deployed with Cisco Unified Communications

 

Standalone Server

2 Server Cluster

Server

7845

7835

7825

7816

7845

7835

7825

7816

Agents

300

75

75

50

300

75

75

50

Supervisors

32

10

10

5

32

10

10

5

Monitoring and Recording

32

16

16

16

32

32

32

32

Historical Reporting Sessions

2

2

2

2

8

4

4

4

Basic (Standard and Enhanced) and Advanced (Premium) Interactive Voice Response (IVR) ports

300

150

100

75

300

150

100

75

Key Inbound Voice System Maximum Capacities when deployed with Cisco Unified Communications Manager Express

 

Cisco Unified Communications Manager Express on ISR

Cisco Unified Communications Manager Express on Cisco Unified Communications 500 Series for Small Business

Server

All

All

Agents

50

48

Supervisors

10

5

Monitoring and Recording

32

NA

Historical Reporting Sessions

2

2

Basic (Standard and Enhanced) and Advanced (Premium) Interactive Voice Response (IVR) ports

50

48

Cisco Unified Workforce Optimization

Cisco Unified Workforce Optimization suite assists contact centers in efficiently managing their personnel to deliver consistent customer service matching their business goals.

Quality Manager: This system records and replays selected customer contacts for dispute resolution or to measure and improve upon customer contact quality. The Quality Manager process includes customized evaluation and reporting on contact quality in addition to the recording and reply of customer contacts.

Advanced Quality Manager: This application adds synchronized Cisco Agent Desktop screen recording to the features provided by Quality Manager.

Workforce Manager: This system efficiently manages contact center staff and resources to meet customer service-level objectives. The Workforce Manager process includes forecasting contact volume based upon historical trends, and scheduling personnel based upon their work rules to ensure the target service levels and managing service level conformance on a daily basis.

Table 7. Cisco Unified Contact Center Express 5.0 Quality and Advanced Quality Manager

Feature

Premium

Enhanced

Standard

General System Features with Server Software

Hardware configuration

Cisco media convergence server and Cisco approved partner servers

TO BE ADDED

Not available

Not available

System software configuration

Microsoft Windows client-server software

Not available

Not available

Operating system(s) supported

Microsoft Windows 2003 Server from Microsoft Reseller

7816 or 7825

Not available

Not available

Database supported

Microsoft SQL 2000 from Microsoft reseller

Not available

Not available

Redundancy support

Not available

Not available

Not available

Quality Manager Seats

Maximum number of configurable Quality Manager seats (agents, supervisors, or other) supported

Maximum number of configurable Quality Manager seats (agents, supervisors, or other) supported

Maximum number of active Quality Manager total agent, supervisor, or other seats supported

Maximum number of active Quality Manager total agent, supervisor, or other seats supported

Maximum number of active Quality Manager total agent, supervisor, or other seats supported

Maximum number of active Quality Manager total agent, supervisor, or other seats supported

Quality Manager license type

Quality Manager license type

Quality Manager license type

Quality Manager license type

Quality Manager Features with Server Software

Voice contact recording

Voice contact recording

Voice contact recording

Voice contact recording

Cisco Agent Desktop screen recording

Cisco Agent Desktop screen recording

Cisco Agent Desktop screen recording

Cisco Agent Desktop screen recording

Agent quality assessment

Agent quality assessment

Agent quality assessment

Agent quality assessment

100-percent call logging and archival search tools

Role-specific dashboards

Role-specific dashboards

Role-specific dashboards

Role-specific dashboards

Agent quality reporting

Agent quality reporting

Agent quality reporting

Agent quality reporting

General System Features with Server Software

Hardware configuration

Cisco MCS 7835 or MCS 7845 Media Convergence Servers and Cisco approved partner servers

TO BE ADDED

Not available

Not available

System software configuration

Microsoft Windows client-server software

Not available

Not available

Operating system(s) supported

Microsoft Windows 2003 Server from Microsoft reseller

Not available

Not available

Database supported

Microsoft SQL 2000 from Microsoft reseller

Not available

Not available

Redundancy support

Not available

Not available

Not available

Workforce Manager Seats

Maximum number of configurable Workforce Manager seats (agents, supervisors, or other) supported

Unlimited (no software limitations)

Not available


Not available

Maximum number of active Workforce Manager total agent, supervisor, or other seats supported

900

Not available


Not available

Workforce Manager license type

Per named user

Not available

Not available

Workforce Manager Features with Server Software

Contact forecasting

Contact forecasting

Contact forecasting

Contact forecasting

Agent scheduling

Agent scheduling

Agent scheduling

Agent scheduling

Role-based user interfaces

Role-based user interfaces

Role-based user interfaces

Role-based user interfaces

Real-time and historical adherence

Real-time and historical adherence

Real-time and historical adherence

Real-time and historical adherence

Standard performance reports, including agent report card

Standard performance reports, including agent report card

Standard performance reports, including agent report card

Standard performance reports, including agent report card

Cisco Unified E-Mail Interaction Manager and Web Interaction Manager

Please send e-mail to multichannel@cisco.com for information about Cisco Unified E-Mail Interaction Manager and Web Interaction Manager with Cisco Unified Contact Center Express.