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

Preface

Purpose

The Getting Started with Cisco Unified Contact Center Express book provides high-level steps from a solution perspective on how to understand and configure the Premium, Enhanced, and Standard packages for Cisco Unified Contact Center Express (Unified CCX).

Audience

The Getting Started with Cisco Unified Contact Center Express book is written to ease the deployment process for application designers, system architects, engineers, and Cisco channel partners who wish to enhance the efficiency of their contact center organization and apply the best design practices for Unified CCX packages.

Organization

This guide consists of the following chapters.

Chapter

Description

About Unified CCX

Explains key components of Unified CCX, and describes where Unified CCX fits into the Cisco Customer Contact management portfolio.

Features enabled by product licensing

Provides a comparative list of all the Unified CCX features enabled by product licensing for each Unified CCX package.

Unified CCX architecture

Describes the available deployment model for this Unified CCX package.

Basic contact flow concepts for a Unified CM deployment

Provides information on Unified CCX concepts, call flows, and configuration dependencies.

Install and configure Unified CM for Unified CCX

Provides information on installing and configuring the Unified CM for Unified CCX.

Install and configure Unified CCX

Provides information on installing and configuring Unified CCX.

Sample script icd.aef

Provides information on deploying the icd.aef script for Unified CCX.

Agent and supervisor desktops for Unified CCX

Provides information on the Unified CCX agent and supervisor desktops.

Monitoring and recording features for Unified CCX

Provides information on the dependencies to use the monitoring and recording features in Unified CCX.

Unified CCX reports

Provides information on configuring the database connection for to facilitate historical reports and scheduling details for users.

Unified CCX management

Provides information on managing the prompt, grammar, and document files, the central datastore, and Unified CCX repository.

The following web addresses provide additional information on Unified CCX.


Note


The web addresses referenced in this guide were accurate at the time this guide was written but might change. If an address does not work, go to Cisco.com and search for the related document at the Search prompt.


For

See

the Unified Communications phone configuration checklist

The Phone Configuration Checklist section in the Cisco Unified Communications Phones chapter of the Unified CM System Guide at http:/​/​www.cisco.com/​en/​US/​products/​sw/​voicesw/​ps556/​prod_​maintenance_​guides_​list.html#anchor1

SIP Phone Support

Cisco SIP Phone 7960 Software

Refer to the Cisco Unified CCX Software and Hardware Compatibility Matrix for a complete list of agent phones supported this release. The latest version of this matrix is available at the following website:

http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​device_​support_​tables_​list.html.

An explanation on using the Cisco 7900 series phone

Cisco 7900 Series Phones

Unified CCX products and services, data sheets, case studies, and other documents

Unified CCX Product Literature

Cisco Unified Contact Center Express Co-Resident Bundle with Cisco Unified Communications Manager (Unified CM)

Q & A

Best practices, case studies, success stories, and customizable templates

Partner Central Steps to Success

How to perform Speed Deployments with Solution Reference Network Design (SRND) Guides

SRND Resources

Skills and knowledge required to plan, design, implement, and operate

Unified CCX Specialist training course

How to install or upgrade Unified CCX

Installing Cisco Unified Contact Center Express Release 9.0(1) Guide at Unified CCX Install and Upgrade Guides

How to develop and program Unified CCX Scripts

Cisco Unified CCX Scripting and Development Series manuals at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​programming_​reference_​guides_​list.html

How to troubleshoot Unified CCX

Troubleshooting Wiki page at http:/​/​docwiki.cisco.com/​wiki/​Troubleshooting_​Unified_​Contact_​Center_​Express

Technical Support and Documentation

Unified CCX Technical Support and Documentation at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​tsd_​products_​support_​series_​home.html

Software compatibility information

Cisco Unified Contact Center Express Compatibility Information at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​device_​support_​tables_​list.html

Interoperability information

Interoperability Portal at http:/​/​www.cisco.com/​en/​US/​netsol/​ns728/​networking_​solutions_​program_​category_​home.html

Field Notices

Unified CCX Field Notices at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​prod_​field_​notices_​list.html

Translated Documents

Unified CCX Translated End User Guides at http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​tsd_​products_​support_​translated_​end_​user_​guides_​list.html

Cisco Unified Communications and Voice Products

Cisco Unified Communications and Voice Products at http:/​/​www.cisco.com/​en/​US/​products/​sw/​voicesw/​index.html

Unified CM

Unified CM

Unified CCX

Unified CCX

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.

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.