Cisco Unified Contact Center Express (Unified CCX), a member of
the Cisco Unified Communications family of products, 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.
The Cisco Unified CCX Administration Guide provides instructions
for using the Administration web interface to provision the subsystems of the
Unified CCX package and to configure Unified CCX applications.
This guide shows you how to implement the following two systems
that integrate with the Unified CCX:
This guide also includes a reference section that describes all
the menus and menu options of the Unified CCX Administration web interface.
This guide will help you to:
Perform initial configuration tasks
Administer applications such as the Unified CCX Engine and other
components of the Cisco Unified Communications family of products
Familiarize yourself with the menus and menu options of the Unified
CCX Administration web interface
This chapter explains the following:
The Cisco Unified CCX Administration Guide is written for business analysts and application designers who have the domain-specific knowledge required to create multimedia and telephony customer response applications. Experience or training with Java is not required but is useful for making best use of the capabilities of the Cisco Unified Communications family of products.
This manual uses the following conventions:
Boldface font is used to indicate commands, such as user
entries, keys, buttons, and folder and submenu names. For example:
Italic font is used to indicate the following:
- To introduce a
new term. Example: A skill group is a collection of agents who share similar
- For emphasis.
Example: Do not use the numerical naming convention.
- A syntax value
that the user must replace. Example: IF (condition, true-value, false-value)
- A book title.
Example: See the Installation Guide for Cisco Unified CCX and Cisco Unified IP
IVR, Release 8.5(1).
Window font, such as Courier, is used for the following:
- Text as it
appears in code or that the window displays. Example:
Angle brackets are used to indicate the following:
- For arguments
where the context does not allow italic, such as ASCII output.
- A character
string that the user enters but that does not appear on the window such as a
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