Getting Started with Cisco Unified Contact Center Express Release 9.0(1)
About Unified CCX
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About Unified CCX

About Unified CCX

Unified CCX 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. It provides an Integrated Automatic Call Distribution (ACD), Unified IP Interactive Voice Response (IP IVR), and Computer Telephony Integration (CTI) virtual contact center solution with support for up to 400 agents and 400 Unified ports. A Unified IP IVR port refers to a basic self-service port for the Standard and Enhanced packages and a premium self-service port for the Premium package.

Unified CCX features

Unified CCX Release 9.0(1) is a follow-on release of Unified CCX Release 8.5(1), which is based on the appliance model. The following new features will be available in Unified CCX Release 9.0(1):

  • Web Chat
  • Cisco Unified Intelligence Center (Unified IC)
  • Unified sign-on
  • SELinux
  • Cisco Mobile Skill Manager

High-level overview of the above-mentioned new features in Unified CCX Release 9.0(1) are explained below:

  • Web Chat:Cisco Unified CCX Premium provides the facility for end users to initiate a chat session with the agent, from a website, typically the public website of the organization using the Unified CCX. Unified CCX provides separate agent and supervisor web application, real-time, and historical reports for Chat. The chat functionality requires Cisco SocialMiner to be deployed, and SocialMiner to act as the endpoint that hosts the widgets that end users and agents use during the chat session. SocialMiner accepts the chat request, communicates with Unified CCX to allocate an agent for the chat and then establishes the chat session between agent and end user. The Unified CCX queues the chat requests from SocialMiner, allocates agents, and monitors the chat session. Additionally, it facilitates agent state changes and provides the real-time and historical reports for the Chat.
  • Cisco Unified Intelligence Center (Unified IC): Unified IC is a web based reporting solution that provides historical reporting and customizable dashboards. Using Save As, you can modify stock reports by changing the order and names of the columns and by presenting the information graphically as gauges and charts. You can also import additional templates. Depending on the user role and Unified IC object permissions, you can:
    • Create, maintain, share, and view dashboards that display reports, report lists, sticky notes, scheduled reports, URLs, and widgets
    • Run historical reports from Cisco stock report templates
    • Copy (“Save As”) and modify the stock templates to create custom templates
    • Create views for the custom templates to display them as grids, charts, or gauges
    • View the status of the default data source that populates the stock templates
    • Create and maintain additional data sources for reports that are populated by databases other than Unified IC/Unified CCX database
    • Control access to the reports, reporting features, and data
    • Manage users and groups
  • Unified sign-on: You can log in to Cisco Unified CCX Administration with the Application user in additional to the end user.

    Note


    An end user is a user configured on the Unified CM with Administrator capability in Unified CCX. An Application user is a user configured during the installation of Unified CCX having administrator capability by default.


    If you log in as an Application user, you can seamlessly traverse between the following applications that display in the Navigation drop-down list box in top right corner of the Administration menu bar:
    • Cisco Unified CCX Administration
    • Cisco Unified CCX Serviceability
    • Cisco Desktop Administrator
    • Cisco Unified Serviceability

    Note


    An Application User can log in to above four Unified CCX web applications even when Unified CM is down.


  • SELinux: SELinux (Security Enhanced Linux) is used as the underlying platform security framework instead of CSA (Cisco Security Agent). By default, SELinux is installed in ENFORCED mode with a strict configuration. Application CLI commands have been provided to control and manage the security framework.
  • Cisco Mobile Skill Manager: The Unified CCX supervisor can use the Cisco Mobile Skill Manager on a mobile device to remotely manage the skill data of all associated agents by modifying a team; adding, deleting, and updating skills and agents; and viewing agent and skill information. This application is not native and can run on smart phone browsers. Devices using Android 2.x and later, and iOS 2.x and later are supported. The total number of skills that can be configured using Cisco Mobile Skill Manager in Unified CCX Administration is 150. The total number of skills that can be assigned to an agent is 50.

Removal of Cisco Unified Communications Manager Express support

The Unified CCX deployment with Cisco Unified Communications Manager Express (Unified CME) is not supported from Unified CCX 9.0(1).

The following options are not available from Unified CCX 9.0(1):

  • During the installation of Unified CCX 9.0(1), the user is not given an option to select the deployment type. By default, the Unified CCX is deployed with Unified CM only.
  • The upgrade path from Unified CCX 7.x CME-based deployment to Unified CCX 9.0(1) is not supported. Unified CCX 9.0(1) W1 Pre-Upgrade Tool (PUT) displays an appropriate error message if you try to use this upgrade path.
  • The L2 upgrade from Unified CCX 8.x CME-based deployment to Unified CCX 9.0(1) is disabled.

Seat and licensing usage


Note


Recording licenses are only available with the Unified CCX Enhanced or Premium packages.


Each Unified CCX Standard seat is licensed for concurrent use of one standard agent or one standard supervisor logging in as an agent. it includes a recording license, a Cisco Unified Communications phone agent and a concurrent license use of one standard historical reporting session. Basic IVR ports are not licensed and a given configuration may have as many Basic IVR ports as fit given the server on which the system is deployed and the mix of other features deployed on that server.

Each Unified CCX Enhanced seat is licensed for concurrent use of one standard agent or one enhanced supervisor or one enhanced supervisor logging in as an agent. it includes a concurrent license use of one enhanced historical reporting session and one call recording or playback license. Basic IVR ports are not licensed and a given configuration may have as many Basic IVR ports as fit given the server on which the system is deployed and the mix of other features deployed on that server.

Each Unified CCX Premium seat is licensed for concurrent use of one enhanced agent or one enhanced supervisor or one enhanced supervisor logging in as an agent. it includes a concurrent license use of one enhanced historical reporting session and one call recording or playback license. Each inbound voice seat provides two Advanced IVR port licenses.

The total number of seats is calculated as follows:

Total seats = Total concurrent agents + Total concurrent supervisors


Note


Additional Unified CCX Premium seats must be purchased when the number of concurrent Unified IP IVR ports required is larger than twice the number of seats as computed above.


You must purchase additional Unified CCX seats if the following situations apply:

  • When the number of concurrent historical reporting sessions exceeds the number of seats as computed above.
  • When the number of concurrent call recording or playback sessions exceeds the number of seats as computed above.

When using Unified CCX package licenses, consider the following factors:

  1. Unified CCX packages are sold and licensed on a concurrent use basis. For example, if you have two shifts of 50 agents, you only need to purchase 50 agent licenses (not 100 licenses) for multiple users on a single specific PC.
  2. All supported Unified CCX languages are included in all Unified CCX packages. To select languages as required, you can select them from the configuration page in AppAdmin.

Unified CCX products have different Unified IP IVR capabilities depending on the product purchased. The Unified CCX Standard and Enhanced products include a basic prompt and collect Unified IP IVR function that provides call queue points, custom messaging and prompting, music on hold, and the ability to collect and process telephone keypad key presses made by the customer in response to Unified IP IVR prompts. Unified CCX Premium provides a full featured Unified IP IVR port with database integration that enables integrated Unified IP IVR self-service applications with optional ASR and TTS as well as data directed ACD routing and screen pops.


Note


Refer to the Unified CCX Deployment Model for information regarding capacity constraints for Unified CCX deployments.


Multiple Unified CCX products installed on a server

All Unified CCX product packages are mutually exclusive. This means that only one of them can be installed at any point in time on a Cisco Media Convergence Server (MCS) or compatible partner servers. If more then one is installed, then priority is given to the package with the highest number at the left in the following list:

  1. Unified IP IVR software
  2. Unified CCX Standard
  3. Unified CCX Enhanced
  4. Unified CCX Premium

For example, the Unified CCX Standard package has a higher priority than Unified IP IVR, and if both are installed on the same Unified CCX server, you will only be able to use the Unified CCX Standard package.

Unified CCX package descriptions

Cisco Unified CCX license is available in the following three variations:

  • Unified CCX Standard (designed for entry-level users)—Includes the steps necessary for creating basic Unified CCX applications including IP Phone Agent (IPPA) and skills-based routing and does not include Cisco Agent Desktop (CAD).
  • Unified CCX Enhanced (designed for enterprise-level users)—Includes all functions of Unified CCX Standard, plus support for priority queuing. Includes a license to enable custom Java extensions.
  • Unified CCX Premium—Adds full Unified IP IVR support (except for Unified ICM integration) including database integration, Voice eXtensible Markup Language (VoiceXML), HTML web integration, custom Java extensions, and e-Notification services such as email. The outbound feature is now bundled with the Premium package. You will receive one outbound seat free with each premium seat. The maximum number of outbound seats supported will be based on the hardware type. Web Chat is also offered with Unified CCX Premium seats.

Note


The Unified CCX Enhanced package and the Unified CCX Premium package are provisioned in the same way.


All Unified CCX solutions with Unified CM are tightly integrated with the Unified CM.

You can upgrade:

  • Unified CCX Standard to Unified CCX Enhanced or Premium
  • Unified CCX Enhanced to Unified CCX Premium

To add licenses, use the Unified CCX Control Center web page (from the Unified CCX administration menu bar, select System > Control Center > License Information > Add Licenses).

To change from one Unified CCX deployment model to another, you must complete a new install or rebuild the nodes. Specifically, to change from Unified CCX over LAN to Unified CCX over WAN, you must perform a fresh install of the Subscriber node and configure this as a subscriber node over the WAN.

Feature summary for Unified CCX packages

The following table lists the Unified CCX features supported in each Unified CCX package.

Table 1 Unified CCX features in each Unified CCX package

Feature

Feature Details

Standard

Enhanced

Premium

General system features with server software

Hardware Configuration

Cisco MCS and Cisco approved partner servers

Cisco MCS and Cisco approved partner servers

Cisco MCS and Cisco approved partner servers

Software configuration

Microsoft Windows client-server software

Microsoft Windows client-server software

Microsoft Windows client-server software

Supported Cisco Unified Communications Manager

Refer to Cisco Unified CCX Compatibility Matrix for the latest list of supported Unified CMs.

     

Operating systems

Unified Communications Operating System (UCOS)

Unified Communications Operating System (UCOS)

Unified Communications Operating System (UCOS)

Maximum number of analog trunks

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Maximum number of digital trunks

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Maximum number of Cisco Unified Communications trunks

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Maximum number of trunk groups

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Call conferencing

Included

Included

Included

Agent interdialing

Included

Included

Included

Direct Outward Dialing (DOD)

Included

Included

Included

Integrated ACD features with server software

Included

Included

Maximum number of configurable agents

400

400

Maximum number of active agents (inbound + outbound)

400

400

400

Maximum number of active Outbound campaigns

Not applicable

Not applicable

15

IntegratedACD features with server software (continued)

Maximum number of CSQs per Outbound campaign

Not applicable

Not applicable

10

Maximum number of active contacts per Outbound campaign

Not applicable

Not applicable

10,000

Maximum number of supervisor positions

42

42

42

Maximum number of CSQs

150

150

150

Maximum number of agents per CSQs

400

400

400

ANI

Included

Included

Included

DNIS

Included

Included

Included

Route on skill

Not available

Included

Included

Route on skill competency

Not available

Included

Included

Conditional routing (time of day, day of week, custom variables and so on)

Included

Included

Included

Overflow, interflow, intraflow routing

Included

Included

Included

Custom Routing based on enterprise data (priority routing)

Not available

Not available

Included

Dynamic priority queuing

Not available

Included

Included

Maximum number of definable skill groups

Not available

150

150

Maximum number of skills per agent

Not available

50

50

Maximum number of routing programs

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Maximum number of steps per routing program

Unlimited (no software limitations)

Unlimited (no software limitations)

Unlimited (no software limitations)

Integrated Unified IP IVR features with server software

Play messages to callers—music

Included using Unified CM Music On Hold server or .wav file

Included using Unified CM Music On Hold server or .wav file

Included using Unified CM Music On Hold server or .wav file

Play messages to callers—prompts

Included using .wav file

Included using .wav file

Included using .wav file

Play messages to callers—combine prompts, music and messages

Included fully customizable

Included fully customizable

Included fully customizable

Integrated Unified IP IVR features with server software (continued)

Capture and process callerDual Tone Multifrequency (DTMF) input

Included

Included

Included

Capture and process caller DTMF input under VXML control

Not available

Not available

Included

Automated attendant support

Included fully customizable

Included fully customizable

Included fully customizable

Database integration

Not available

Not available

Included

ASR - A dedicated, vendor-specific server that performs real-time ASR. (Optional)

Not available

Not available

Optional using Media Resource Control Protocol (MRCP)—order from external vendor such as Nuance, ScanSoft, and IBM WVS

TTS - A dedicated, vendor-specific server that converts text into speech and plays it back to the caller. (Optional)

Not available

Not available

Optional using MRCP—order from external vendor such as Nuance, ScanSoft, and IBM WVS

Real-time notification services (email, paging, fax)

Not available

Not available

Included--paging and fax required third-party services

VoiceXML (VXML) for ASR, TTS, and DTMF

Not available

Not available

Included

Read data from HTTP and XML pages

Included

Included

Included

Run defined script using HTTP request

Not available

Not available

Included

Integrated self-service application support

Not available

Not available

Included

Integrated CTI/screen pop features with Unified CCX seat license

PopANI/DNIS and customer defined script data into the enterprise data window

Included

Included

Included

Automatically start any Microsoft Windows compatible application

Included

Included

Included

Send information to any Microsoft Windows compatible application

Not available

Not available

included

Provide database dip in support of screen pop

Not available

Not available

Included

Integrated PC-based agent desktop features with Unified CCX seat license

script automation/task buttons

Not available

Included

Included

Popping third-party applications on events

Not available

Included

Included

Recording and archiving of calls

Not available

Included

Included

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

Not available

Included

Included

"Chat" with supervisor or agents using instant messaging

Not available

Not available

Included

Call log tracks call activity of incoming and outgoing calls

Included

Included

Included

Agent log tracks agent state changes and other information

Included

Included

Included

PC desktop control of agent/supervisor phone with phone directory

Included

Included

Included

Support for Cisco Unified Communications--Cisco Unified Communications Phone not required for agents

Included

Included

Included

Agent state buttons

Included

Included

Included

Integrated Cisco Unified Communications Phone-Based Agent Desktop features with Unified CCX Seat License

Refer to the Cisco Unified CCX Compatibility Matrix for the latest list of supported phones.

Included

Included

Included

Log in/out

Included

Included

Included

Ready/not ready

Included

Included

Included

Supervisor desktop

Included

Included

Included

Shows agent phone state

Included

Included

Included

Agent can initiate on-demand recording

Not available

Included

Included

Supervisor can silent monitor, barge-in, and intercept calls

Not available

Included

Included

Integrated PC-based supervisor desktop features with Unified CCX seat license

View agent activity in real time

Included

Included

Included

View agent and skill group statistics

Included

Included

Included

Chat—send text messages to any or all agents

Included

Included

Included

Marquee—broadcast scrolling messages to agent

Included

Included

Included

Support for IP communicator--Cisco Unified Communications phone not 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

Included

Silent monitoring—listen in on an agent's call

Not available

Included

Included

Barge in—join in on an agent's conversation

Not available

Included

Included

Intercept—Take a call from an agent

Not available

Included

Included

Record—capture and archive call audio

Not available

Included

Included

Integrated historical reporting with Unified CCX seat license

Abandoned call detail activity report

Included

Included

Included

Agent detail report

Included

Included

Included

Agent login/logout activity report

Included

Included

Included

Agent state summary report (by agent)

Included

Included

Included

Agent summary report

Included

Included

Included

Call custom variables report

Included

Included

Included

Called number summary activity report

Included

Included

Included

Chat agent detail report

Not available

Not available

Included

Chat agent summary report

Not available

Not available

Included

Chat CSQ activity report

Not available

Not available

Included

Chat CSQ agent summary report

Not available

Not available

Included

Chat traffic analysis report

Not available

Not available

Included

Common skill Contact Service Queue (CSQ) activity report

Not available

Included

Included

CSQ activity report (by CSQ)

Included

Included

Included

Integrated historical reporting with Unified CCX seat license (continued)

CSQ activity report (by interval)

Included

Included

Included

CSQ activity report

Included

Included

Included

CSQ service level report

Included

Included

Included

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

Included

Included

Included

Detailed call, CSQ agent report

Included

Included

Included

Priority summary activity report

Not available

Included

Included

Skill routing activity report

Not available

Included

Included

Unified IP IVR application performance analysis report

Included

Included

Included

Unified IP IVR traffic analysis report

Included

Included

Included

Recording with Unified CCX seat license

On demand agent recording

Not available

Included

Included

On demand supervisor recording

Not available

Included

Included

"Always On" site recording

Not available--contact Cisco Contact Center recording partners

Not available--contact Cisco Contact Center recording partners

Not available--contact Cisco Contact Center recording partners

Administration

Browser based: administer from anywhere on your WAN

Included

Included

Included

Web-enabled real-time reporting client

Included

Included

Included

Full integration with Cisco NMS including SNMP support and alarm service

Included

Included

Included

Support for third-party MIBs

Included

Included

Included

Support for Cisco Campus Manager and Resource Management Essentials

Included

Included

Included

Tracing and local logging

Included

Included

Included

Voice mail integration

Voice messaging interface

Optional (Cisco Unity)

Optional (Cisco Unity)

Optional (Cisco Unity)

Maximum number of voice mailboxes supported

2,500

2,500

2,500

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 voice mail

Included

Included

Included

Unified messaging support

Optional (Cisco Unity)

Optional (Cisco Unity)

Optional (Cisco Unity)

The table below lists the Unified CCX features for Unified CCX 9.0(1) supported in each Unified CCX package.

Table 2 Unified CCX features for Unified CCX 9.0(1) supported in each Unified CCX package

Feature

Standard

Enhanced

Premium

Inbound Voice

Yes

Yes

Yes

High Availability

No

Yes

Yes

Outbound

No

No

Yes

Web Chat

No

No

Yes

Wrap-up code and reports

No

Yes

Yes

Cisco Unified Workforce Optimization:

Unified Quality Manager (QM)

Unified Advanced Quality Manager (AQM)

Unified Workforce Manager (WFM)

No

No

Yes

Unified Compliance Recording (CR)

Yes

Yes

Yes

Outbound IVR

No

No

Yes

Unified CCX subsystems supported by Unified CCX

The table below lists all the Unified CCX subsystems supported by Unified CCX.

Table 3 All the Unified CCX subsystems supported by Unified CCX

Subsystem Type

Purpose

Standard

Enhanced

Premium

Cisco Media Termination (CMT)

Configures CMT dialog control groups, which can be used to handle simple DTMF data collected from dialog interactions with customers.

The Cisco Media subsystem uses dialog groups to organize and share resources among applications.

A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller, during which the caller responds to automated prompts by pressing buttons on a touch-tone phone.

Note   

The term "Resources" in Unified CCX refers to "Agents" in a contact center.

Yes

Yes

Yes

Core Real-Time Report (RTR)

Provides real-time statistics for contacts, sessions, and applications.

Yes

Yes

Yes

Database

Enables the Unified CCX applications to obtain information from data sources, which are enterprise databases configured to communicate with the Unified CCX system.

Also provides JDBC support—Unified CCX can access Oracle, Sybase, and IBM DB2 databases.

Refer to the Cisco Unified CCX Compatibility Matrix for the latest versions of the database supported databases.

No

No

Yes

Email

Adds components to the Unified CCX Engine that allows it to send email messages

No

No

Yes

Enterprise server data

Allows scripts written in Unified CCX Release 9.0(1) to populate Enterprise Data fields in Unified CCX Release 9.0(1).

Yes

Yes

Yes

HTTP

Adds components to the Unified CCX Engine that allow it to respond to HTTP requests.

No

No

Yes

Unified CM Telephony

Manages the connection between the Unified CM, CTI Manager, and the Unified CCX Engine.

Yes

Yes

Yes

Web chat

Cisco Unified CCX Premium provides the facility for end users to initiate a chat session with the agent, from a website, typically the public website of the organization using the Unified CCX. Unified CCX provides separate agent and supervisor web application, real-time, and historical reports for Chat.

No

No

Yes

Preview outbound

Configures contact centers for automated Outbound activities and allow agents who are not busy with inbound calls to perform Outbound calls

No

No

Yes

MRCP ASR

  • ASR server software (required)
  • ASR ports (at least one is required)

The number of ASR ports must be less than or equal to the number of Unified IP IVR ports. If there are more ASR ports than Unified IP IVR ports, then the excess ports are automatically disabled.

Multi-language ASR support must be purchased from a certified Cisco ASR vendor. This support is restricted by the Unified CCX languages that are selected. You can select additional supported languages from the language configuration page in appadmin. The certified Cisco ASR vendor is Nuance.

Allows a script to respond to voice input in addition to DTMF.

This allows a caller to verbally convey information to the system for processing instead of pressing keys on a touch-tone telephone.

No

No

Yes

MRCP TTS

  • TTS server software (required)
  • TTS ports (at least one is required)

Multi-language TTS support must be purchased from a certified Cisco TTS vendor

Composes voice prompts that are generated in real time from text, such as speaking the words in the text of an email message.

TTS is primarily used to convey information obtained from a database or other source that is non-repetitive. Examples of such information include name and address verification.

Although the TTS technology has improved greatly since its inception, the tone still sounds computer generated.

No

No

Yes

Resource Manager-Contact Manager (RmCm)

Allows Unified CCX to monitor agent phones, control agent states, route and queue calls, and manage the historical reporting feature.

Yes

Yes

Yes

Voice browser

Manages the voice browser function.

No

No

Yes

VoIP monitor

Enables remote recording and monitoring.

No

Yes

Yes

Outbound IVR

Dials out contacts and plays pre-defined IVR Prompts

No

No

Yes (optional)

Sample default Unified CCX scripts

In Unified CCX 9.0(1), uploaded scripts are stored in the Repository Datastore (RDS) database, along with prompts, grammars, and documents files. The scripts can also be grouped into folders and subfolders. When user scripts are uploaded into repository, they get synchronized to the local disk and are accessed from there.

This release also provides Unified CCX script templates (stored as .aef files). You can access these templates from both the Unified CCX server and from the Cisco.com web site. You can use them to create applications without performing any script development, or you can use them as models for your own customized scripts.

A sample script cannot be modified at any time. The included script templates are bundled with the Unified CCX system solely as samples, and are not supported by Cisco Systems. The icd.aef script is a basic Unified CCX script. It establishes a simple call queue and routes callers to a group of agents as the agents become available.

Refer to the Cisco Unified CCX Scripting and Development Series documents for more information on templates and scripts.

The Unified CCX Scripting and Development Series includes the following documents

  • Volume 1, Getting Started with Cisco Unified CCX Scripting
  • Volume 2, Cisco Unified CCX Editor Reference
  • Volume 3, Cisco Unified CCX Expression Language Reference