Cisco Unified Communications
Manager (CM) product supports both single-node and two-node (high
availability) deployments available for the Cisco Unified Contact Center
deployment model is transparent to the Unified CCX installer as the clustering
Unified CM is
performed through the Unified CCX Administration using the Unified CCX setup
wizard. The high availability over WAN feature of Unified CCX is supported only
for Unified CM deployments.
following topics introduce the Unified CCX subsystem and explain how to modify
information from Unified CCX.
The Unified CCX system uses the Unified CCX subsystem as part
of an ACD system to provide resource distribution and queueing to call centers.
Two types of routing are available:
Contact Service Queue (CSQ)-based routing: CSQs are
entities that route calls to your resources (agents). Each CSQ controls
incoming calls and determines where an incoming call is placed in the queue and
to which agent the call is sent.
Each CSQ selects resources from an associated resource pool that
you define or from resource skills for all Unified CCX license packages. When
an agent becomes available to take a call, the system chooses a queued call
from one of the CSQs whose resource pool includes the agent, and routes that
call to that agent.
Agent-based routing: Agent-based routing provides the
ability to send a call to a
specific agent, rather than any agent available in a CSQ.
A Unified CCX agent can participate in both CSQ- and
agent-based routing. Unified CCX agent can be any one of the following:
Cisco Agent Desktop (CAD)
IP Phone Agent
Extension Mobility (EM) Agent
Finesse for Unified CCX 10.0(1) does not support EM agent.
Cisco Agent Desktop Business Edition (CAD-BE) Agent
Supervisor (if the supervisor is taking calls)
A supervisor who is not taking calls is not considered as an agent.
Calls are queued in the Unified CCX server and sent to agents
by the Unified CCX server.
The machine you install your Unified CCX system on determines
how many agents and IVR ports Unified CCX can accommodate. However, be aware of the following general configuration rules:
Each agent cannot be associated with more than:
25 CSQs (This is a configuration design guideline; Unified
CCX Administration does not enforce the rule.)
50 skills (Unified CCX Administration enforces this rule.)
Each CSQ cannot be associated with more than 50 skills. (Unified
CCX Administration enforces this rule.)
A call should not queue for more than 25 CSQs. (This is a
configuration design guideline; Unified CCX Administration does not enforce the
provision Unified CCX, complete the following tasks:
Unified CM users
who will be agents in your Unified CCX system.
following three license upgrade options are available for Unified CCX system:
Standard to Premium
Standard to Enhanced
Enhanced to Premium
upgrading the licenses, you need to configure these system parameters:
Standard to Premium or
Enhanced—Only Enhanced and Premium package licenses support Recording. When
you upgrade to Enhanced or Premium license package, you need to manually change
the Recording Count to a desired value to enable the recording functionality.
Standard or Enhanced to
Premium—You need to configure the Number of Outbound Seats while upgrading
to a Premium license.
license is not supported in Unified CCX.
System > System
Parameters from the Cisco Unified CCX Administration
menu bar to open the System Parameters Configuration web page where you can
update these values.