Getting Started with Cisco Unified Contact Center Express Release 9.0(1)
Features enabled by product licensing
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Features enabled by product licensing

Features enabled by product licensing

The following sections describe the various features separately enabled by product licensing for Unified CCX. For a list of all license-enabled features for all Unified CCX products, refer to the Cisco Unified CCX Administration Guide.

Unified CCX administration menus enabled by product licensing

A Yes in the table below means that the related menu item is enabled for the license package identified in that column.

Table 1 Unified CCX administration menus enabled by product licensing

Unified CCX Administrator Main Menu

Menu Items

Standard

Enhanced

Premium

System

Server

Yes

Yes

Yes

Cisco Unified CM Configuration

Yes

Yes

Yes

System Parameters

Yes

Yes

Yes

Custom File Configuration

Yes (except classpath for custom classes)

Yes

Yes

License Information

Yes

Yes

Yes

Language Information

Yes

Yes

Yes

Logout

Yes

Yes

Yes

Applications

Application Management

Yes

Yes

Yes

Script Management

Yes

Yes

Yes

Prompt Management

Yes

Yes

Yes

Grammar Management

Yes

Yes

Yes

Document Management

Yes

Yes

Yes

AAR Management

Yes

Yes

Yes

Subsystems

Unified CM Telephony

Yes

Yes

Yes

RmCm

Yes

Yes

Yes

Web Chat

No

No

Yes

Outbound (additional license)

No

No

Yes

Database

No

No

Yes

HTTP

No

No

Yes

eMail

No

No

Yes

Cisco Media

Yes

Yes

Yes

MRCP ASR

No

No

Yes

MRCP TTS

No

No

Yes

Wizards

Application Wizard

Yes

Yes

Yes

RmCm Wizard

Yes

Yes

Yes

Tools

Plug-ins

Yes

Yes

Yes

Real Time Reporting

Yes

Yes

Yes

Real Time Snapshot (RTS) Config

Yes

Yes

Yes

Historical Reporting

Yes

Yes

Yes

User Management

Yes

Yes

Yes

Password Management

Yes

Yes

Yes

Help

Contents and Index

Yes

Yes

Yes

For this Page

Yes

Yes

Yes

Troubleshooting Tips

Yes

Yes

Yes

Unified CCX Documentation on Cisco.com

Yes

Yes

Yes

About

Yes

Yes

Yes

Prompt spoken name upload and plugin options enabled by product licensing

The following table lists the availability of Unified CCX options not listed in the preceding menu list.

Table 2 Prompt, spoken name upload, and plugin options enabled by product licensing

Option

Standard

Enhanced

Premium

Prompt management

Yes

Yes

Yes

Spoken name upload

No

Yes

Yes

plugin editor

Yes

Yes

Yes

Plugin –historical reporting client (1)

Yes

Yes

Yes

Cisco Desktop Product suite

Yes

Yes

Yes

Unified CCX subsystems enabled by product licensing

The following table lists the availability of Unified CCX subsystems and possible MRCP additions that are automatically started with each license package.

Table 3 Unified CCX subsystems enabled by product licensing

Subsystem

Standard

Enhanced

Premium

MRCP ASR (Add on)

MRCP TTS (Add on)

Application

Yes

Yes

Yes

Not applicable

Not applicable

MRCP ASR

No

No

Yes

Yes

Not applicable

Cisco Media Termination

Yes

Yes

Yes

Not applicable

Not applicable

Core reporting

Yes

Yes

Yes

Not applicable

Not applicable

Database

No

No

Yes

Not applicable

Not applicable

E-Mail

No

No

Yes

Not applicable

Not applicable

Enterprise server data

Yes

Yes

Yes

Not applicable

Not applicable

HTTP

No

No

Yes

Not applicable

Not applicable

Unified ICME system

No

No

No

Not applicable

Not applicable

Unified CM Telephony

Yes

Yes

Yes

Not applicable

Not applicable

Web chat

No

No

Yes

Not applicable

Not applicable

Outbound

No

No

Yes

Not applicable

Not applicable

RmCm

Yes

Yes

Yes

Not applicable

Not applicable

MRCP TTS

No

No

Yes

Not applicable

Yes

Voice browser

No

Yes

Yes

Yes

The Voice Browser subsystem is available only if Nuance ASR is enabled.

Not applicable

VoIP Monitor

No

Yes

Yes

Not applicable

Not applicable

Outbound IVR

Yes

Not applicable

Not applicable

Application types enabled by product licensing

The following table describes the application types available with each license package. You can view each application type by accessing the Application Management web pages from the Unified CCX Administration menu bar. For detailed information on how to access the Application Management pages, see the Cisco Unified CCX Administration Guide.

Table 4 Application types enabled by product licensing

Application Type

Standard

Enhanced

Premium

Cisco Script Application

Yes

Yes

Yes

Busy

Yes

Yes

Yes

Ring No Answer

Yes

Yes

Yes

Editor steps enabled by product licensing

The following table lists the Cisco Unified CCX Editor step palettes available for each Cisco Unified CCX license option.

Table 5 Editor steps enabled by Unified CCX product licensing
 

Cisco Unified IP IVR

Cisco Unified CCX Standard

Cisco Unified CCXEnhanced

Cisco Unified CCXPremium

General 1

X

X

X

X

Session

X

X

X

X

Contact

X

X

X

X

Call Contact

X

X

X

X

Email Contact

X

X

HTTP Contact

X

X

Media 2

X

X

X

X

User

X

X

X

X

Prompt3

X

X

X

X

Grammar

X

X

X

X

Doc

X

X

X

X

DB

X

X

ACD

X4

X5

X6

ICM

X

Java7

X

X

X

1 The "Get Reporting Statistic" step is only available with the Cisco Unified CCX packages.
2 The "Voice Browser" step is only available with the Cisco Unified IP IVR or Cisco Unified CCX Premium packages.
3 The "Create TTS Prompt" step is only available with the Cisco Unified IP IVR or Cisco Unified CCX Premium packages.
4 The "Set Priority", "Start Monitor", "Stop Monitor", and "CreateCSQSpokenNamePromptStep" steps are not available with Cisco Unified CCX Standard
5 The "Set Priority", and "CreateCSQSpokenNamePromptStep" steps are only available with Cisco Unified CCX Enhanced or Cisco Unified CCX Premium.
6 The "Start Monitor" and "Stop Monitor" steps are only available with Cisco Unified CCX Premium
7 When the step in the Java palette is enabled, the Java functionality of the expression language is also enabled.

Historical reports enabled by product licensing

Cisco Unified CCX Historical Reports can generate a variety of historical reports. For a detailed listing of historical reports that come with the Unified CCX packages, see Chapter 3: Description of Historical Reports in the Cisco Unified CCX Historical Reports User Guide.

Real-time reports enabled by product licensing

Unified CCX has two kinds of real-time reports: those provided by Cisco Supervisor Desktop (CSD) and those provided by Unified CCX Application Administration. The following table applies to Unified CCX Application Administration.

Table 6 Real-Time reports enabled by product licensing for Unified CCX

Report

Description

Contacts Summary Provides information for call contacts, e-mail contacts, and HTTP contacts. Also provides the total number of contacts.
Note    Calls made by the Outbound subsystem will not be displayed in the Contact Summary Real Time Report.
Application Tasks Summary Provides a summary of specific applications’ activity.
Application Tasks Provides information about currently active applications.
Engine Tasks Provides information about currently active Engine tasks.
Contacts Provides information about currently active contacts.
Applications Provides a list of all applications loaded on the Unified CCX server.
Sessions Provides information on all active sessions.
Datasource Usage Provides information about configured data source names (DSNs).
Overall Cisco Unified Contact Center Express Stats Provides information about Unified CCX resources and calls. This report is available only if Unified CCX has been configured.
CSQ Cisco Unified Contact Center Express Stats Provides information about CSQ activity. This report is available only if Unified CCX has been configured.
Preview Outbound Campaign Cisco Unified Contact Center Express Stats Provides information about real-time Unified CCX information for the outbound preview dialer.
Chat CSQ Cisco Unified Contact Center Express Stats Provides information about real-time queue information.
Chat Resource Cisco Unified Contact Center Express Stats Provides information about real-time Unified CCX chat resource information.
Overall Chat Cisco Unified Contact Center Express Stats Provides information about real-time Unified CCX resource and contact information.
Resource Cisco Unified Contact Center Express Stats Provides information about Unified CCX resources activity.
Resource Cisco Unified Contact Center Express Stats Provides information about Unified CCX resources activity.
Resource Cisco Unified Contact Center Express Stats Provides information about Unified CCX resources activity.

For procedural information on running real-time reports, see the Cisco Unified CCX Administration Guide.