Gateway—Connects the Cisco Unified Communications family of products to the
Public Switched Telephone Network (PSTN) and to other private telephone systems
such as PBX.
Unified CM Server—The
Cisco Unified Communications
Manager (Unified CM)
provides the features required to implement IP phones, manage gateways, provide
failover and redundancy service for the telephony system, and direct Voice over
IP (VoIP) traffic to the Unified CCX system.
Cisco Unified Communications Manager was previously
known as Unified Call Manager. This guide uses
Cisco Unified Communications
Manager at the first occurrence and
Unified CM for
Server—Contains the Unified CCX Engine that runs applications, including Cisco
Unified CM user integration, Cisco Unified Intelligent
Contact Management Enterprise (Unified ICME) translation-routing and
post-routing applications, Busy applications, Ring No Answer applications,
and Voice Extensible Markup Language (VXML) 2.0 applications.
You can position your Unified
CCX application server anywhere on the IP network and administer your
applications from a web browser on any computer on the IP network. Because
Unified CCX uses an open architecture that supports industry standards, you can
integrate your applications with a wide variety of technologies and products
such as Enterprise databases and Unified CCX Agent Desktop. The Unified CCX
Server has the following components:
Configuration Datastore (CDS)—Manages configuration, component, and application
information within the Unified CCX cluster and communicates with
Unified CM. See the
Cisco Unified Contact
Center Express Serviceability Administration Guide.
Historical Reports Database
Server—Dedicated server that stores Unified CCX database for the following
datastores: Configuration Datastore (CDS), Historical Datastore (HDS),
Repository Datastore (RDS), and Agent Datastore (ADS).
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SocialMiner—Acts 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.
CCX Editor—Allows application developers to use a simple Graphical User
Interface (GUI) to create, modify, and debug Unified CCX scripts for automating
customer interactions. Each script consists of a series of steps, implemented
as Java Beans.
Administration and Unified CCX Serviceability web interfaces—Provides access
through a web browser for administrators to configure and manage Unified CCX
datastores, servers, and applications.
Cisco IP Agent
and Supervisor Desktops—Desktop programs that allow Unified CCX agents and
supervisors to log in to the system, change agent states, and monitor status.
Control Protocol (MRCP) Automatic Speech Recognition (ASR) server—(optional)
Dedicated server that performs real-time speech recognition.
Text-to-Speech (TTS) server—(optional) Dedicated server that converts text into
speech and plays it back to the caller.
high availability and remote servers is available only in multiple-server
Intelligence Center—A web-based reporting solution for historical reports that
provides detailed Call Contact Call Detail Records (CCDRs), application
performance, and traffic analysis information.
Reporting Client—The Unified CCX and Unified IP IVR applications can generate a
variety of historical reports that provide detailed Call Contact Call Detail
Records (CCDRs) , application performance, and traffic analysis information.