Cisco Unified CCX Administration Guide, Release 9.0(1)
Preface
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Preface

Cisco Unified Contact Center Express (Unified CCX), a member of the Cisco Unified Communications family of products, manages customer voice contact centers for departments, branches, or small to medium-size companies planning to deploy an entry-level or mid-market contact center solution.

The Cisco Unified CCX Administration Guide provides instructions for using the Administration web interface to provision the subsystems of the Unified CCX package and to configure Unified CCX applications.

This guide shows you how to implement the following two systems that integrate with the Unified CCX:

  • Cisco Unified Contact Center Express (Unified CCX)
  • Cisco Unified IP IVR

This guide also includes a reference section that describes all the menus and menu options of the Unified CCX Administration web interface.

This guide will help you to:

  • Perform initial configuration tasks
  • Administer applications such as the Unified CCX Engine and other components of the Cisco Unified Communications family of products
  • Familiarize yourself with the menus and menu options of the Unified CCX Administration web interface

This chapter explains the following:

Audience

The Cisco Unified CCX Administration Guide is written for business analysts and application designers who have the domain-specific knowledge required to create multimedia and telephony customer response applications. Experience or training with Java is not required but is useful for making best use of the capabilities of the Cisco Unified Communications family of products.

Glossary

For a complete list of terms used in Cisco Unified CCX and Cisco Unified IP IVR, see http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​technical_​reference_​list.html.

Conventions

This manual uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

  • Choose Edit > Find.
  • Click Finish.

italic font

Italic font is used to indicate the following:

  • To introduce a new term. Example: A skill group is a collection of agents who share similar skills.
  • For emphasis. Example: Do not use the numerical naming convention.
  • A syntax value that the user must replace. Example: IF (condition, true-value, false-value)
  • A book title. Example: See the Installation Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 8.5(1).

window font

Window font, such as Courier, is used for the following:

  • Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems,Inc.</title></html>

< >

Angle brackets are used to indicate the following:

  • For arguments where the context does not allow italic, such as ASCII output.
  • A character string that the user enters but that does not appear on the window such as a password.

Related documentation

Documentation and service requests

For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What''s New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http:/​/​www.cisco.com/​en/​US/​docs/​general/​whatsnew/​whatsnew.html

Subscribe to the What''s New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0.