Cisco Unified Contact Center Express Solution Reference Network Design Release 9.0(2)
Cisco Unified Contact Center Express Overview and Packaging
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Cisco Unified Contact Center Express Overview and Packaging

This chapter describes the basic architecture and capabilities of Cisco Unified Contact Center Express (Unified CCX), and explains how to match those capabilities to your system requirements.

Cisco Unified CCX can be deployed with Cisco Unified Communications Manager (Unified CM) Cisco Business Edition 6000 (BE 6000). Unified CM was formerly named Cisco CallManager. Cisco Unified CCX is a Linux-based appliance.

A complete list of Cisco Unified CM releases supported with each Cisco Unified CCX release is provided in the Cisco Unified CCX Software and Hardware Compatibility Guide, available at: http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1846/​products_​device_​support_​tables_​list.html.

This document addresses only the capabilities and deployment models of Cisco Unified CCX 9.0(1). For similar information about other releases of Cisco Unified CCX, see the appropriate SRND for the release.


Note


Cisco Unified CCX does not support expansion server for either non-high-availability or high availability inbound deployments. In addition, Cisco Unified CCX does not support co-loading with Cisco Unified CM on the same virtual machine (VM) or bare metal server. High availability is supported only for the inbound voice option.

Cisco Unified CCX 9.0(1) does not support Cisco Unified Survivable Remote Site Telephony (Unified SRST) and Cisco Unified Communications Manager Express.


This chapter contains the following sections:

Unified CCX Overview

Unified CCX provides options to address multiple contact center functional areas using a variety of server deployment models. These functions and their associated deployment models are as follows:
  • Inbound voice is deployed on a one server non-high-availability or a two server high availability cluster.
  • Outbound voice is deployed on the same servers as inbound voice.
  • Inbound web chat is deployed on the same servers as inbound voice.
    • The web chat functionality requires a separate server on which Cisco SocialMiner is deployed.
    • Cisco SocialMiner can be deployed on a virtual machine created using the published OVF templates for Cisco Social Miner. The OVF templates are available here.
  • Cisco Unified Intelligence Center is deployed in the same server as inbound voice.
    • Unified Intelligence Center is the web-based reporting solution that is bundled with Unified CCX.
  • Cisco Workforce Manager (WFM) must be deployed on a separate dedicated single server.
  • Cisco Compliance Recording (CR), Quality Manager (QM), and Advanced Quality Managers (AQM) provide call recording. In addition, QM provides quality management and AQM provides screen recording. All are additional cost options. CR is available with all Unified CCX packages, whereas QM and AQM are available only with Unified CCX Premium. CR, QM, and AQM must be deployed on a separate dedicated server.

You can deploy these options on Cisco Media Convergence Servers (MCSs), Cisco Unified Computing Systems (UCSs) or on HP or IBM MCS equivalents for any of the functional components with the supported deployment models. However, different functional components require different deployment models, and high availability is available only for inbound voice. Different features require different deployment models.


Note


CR, QM, and AQM are different from the integrated on-demand recording capability available with both Unified CCX Enhanced and Premium. On-demand recording continues to run as an integrated feature on the Unified CCX active and standby servers.



Note


The specific deployment models and the server or multiple servers that are required for a deployment model can only be determined by using the Cisco Unified Communications Sizing Tool. This tool is required by the Cisco Assessment to Quality (A2Q) process for every new, add-on, and upgrade system. The tool is available at: http:/​/​tools.cisco.com/​cucst


Unified CCX Packaging

Licensing for Cisco Unified Contact Center Express 9.0

Unified CCX is a complete customer interaction management solution available in three different packages: Standard, Enhanced, and Premium. Different packages provide varying levels of customer interaction management channel options and capability within a contact channel. The table below describe the major customer interaction management options and their availability. For more detailed information, refer to product data sheets, feature guides, and end user documentation for each type of Unified CCX customer contact interaction management at the following URL:

http:/​/​www.cisco.com/​en/​US/​partner/​products/​sw/​custcosw/​ps1846/​index.html

Unified CCX deployments must have all product components and optional features of the same package type. Mixing components or options from different packages is not supported. For example, Enhanced Inbound voice option and Premium Quality Manager option are not supported.

Table 1 Feature Availability by Unified CCX Package for Unified CM and Cisco Business Edition 6000

Feature

Premium

Enhanced

Standard

Optional

Inbound voice Yes Yes Yes No
Inbound Voice High-Availability Option Yes Yes No Yes
Blended Preview Outbound Dialer Yes, Included No No No
Outbound IVR Yes No No Yes
Agent E-Mail Yes, Included No No No
Agent Web Chat Yes No No No
Remote Monitoring Yes No No No
Integration with Cisco IM and Presence Server Yes, Included Yes, Included Yes, Included Yes
Call Recording Yes Yes Yes Yes
Quality Management Option Yes No No Yes
Advanced Quality Management Option Yes No No Yes
Workforce Management Option Yes No No Yes
Cisco Unified Intelligence Center Yes Yes Yes No

As indicated in Table 2, the licensing for Cisco Unified Contact Center Express 9.0 varies for each feature. Licenses are either concurrent or named user licenses. All packaging depends on the number of user with the exception of the Inbound Voice High Availability server software option.

Concurrent licensing example: Customer has three shifts each of 100 users for a total of 300 unique users. In this case the customer needs to purchase 100 licenses.

Named user licensing example: Customer has three shifts of 100 users for a total of 300 unique users. In this case the customer needs to purchase 300 licenses.

Table 2  Cisco Unified Contact Center Express 9.0 Licensing and Packaging
Feature Licensing and Packaging
Inbound Voice Non-High Availability Concurrent license available with Standard, Enhanced and Premium
Inbound Voice High Availability Server software option available with Enhanced and Premium
Outbound IVR Concurrent License available with Premium
Call Recording Named user license available with Standard, Enhanced and Premium
Quality Management Named user license available with Premium
Advanced Quality Management Named user license available with Premium
Workforce Management Named user license available with Premium

Note


Starting from Unified CCX 5.0(2), the standard package will support skill-based and competency-based routing. However, it will no longer support Cisco Agent Desktop. IP Phone Agent and Cisco Supervisor Desktop will continue to be supported.


Inbound Voice

Cisco Unified CCX Standard, Enhanced, and Premium each provide varying levels of inbound voice ACD, IVR, CTI, agent and supervisor desktops, desktop administration, real-time and historical reporting, and web-based administration features.

Each user license is for a concurrent user. For example, a contact center with three shifts of 100 agents and supervisors requires100 concurrent user licenses. Each shift of 100 users would reuse these licenses during their shifts.

The following table lists the inbound voice licensed components.
Table 3 Inbound Voice Licensed Components

License

Premium

Enhanced

Standard

Concurrent inbound voice seat

Each concurrent inbound voice user (agent or supervisor) requires a concurrent seat license. Each quantity one seat license provides:

  • Quantity one Cisco Agent Desktop (CAD)
  • Quantity one Cisco IP Phone Agent (IPPA)
  • Quantity one Cisco Supervisor Desktop (CSD)
  • Quantity one Cisco Desktop Administrator (CDA)
  • Quantity one historical reporting client
  • Quantity one on-demand recording client (CAD and CSD)
Note   

In Cisco Unified CCX 5.0(2) and later releases, CAD is available only for Enhanced and Premium packages.

Yes

Note   

On-demand recording available only in Enhanced and Premium.

Yes

Note   

On-demand recording available only in Enhanced and Premium.

Yes

Note   

On-demand recording not available in Standard.

Advanced IVR port

Yes

Not available

Not available

High Availability (HA) option

HA provides licensing for mirrored, warm standby server software.

Yes

Yes

Not available

Table 4  Inbound Voice Features
Feature Premium Enhanced Standard
General System Features with Server Software
Hardware configuration Cisco Media Convergence Servers and Cisco approved partner servers Cisco UCS B and C Series Cisco Media Convergence Server Appliance Cisco Media Convergence Servers and Cisco approved partner servers Cisco UCS B and C Series Cisco Media Convergence Server Appliance Cisco Media Convergence Servers and Cisco approved partner servers Cisco UCS B and C Series Cisco Media Convergence Server Appliance
System software configuration Cisco Media Convergence Appliance software Microsoft Windows XP, Vista, and Windows 7 desktop client software Browser-based client software (Cisco Agent Desktop and Workforce Management) Web 2.0 based client software (Quality Management and Advanced Quality Management) Cisco Media Convergence Appliance software Microsoft Windows XP, Vista, and Windows 7 desktop client software Cisco Media Convergence Appliance software Microsoft Windows XP, Vista, and Windows 7 desktop client software
Cisco Unified Communications Managers supported Cisco Unified Communications Manager and Cisco Unified Communications Manager Cisco Business Edition 6000 Cisco Unified Communications Manager and Cisco Unified Communications Manager Cisco Business Edition 6000 Cisco Unified Communications Manager and Cisco Unified Communications Manager Cisco Business Edition 6000
Operating system(s) supported Cisco Voice Operating System Cisco Voice Operating System Cisco Voice Operating System
Inbound voice redundancy support High-availability cluster over the WAN with automatic failover High-availability cluster over the WAN with automatic failover. Not available
Maximum number of analog trunks supported Unlimited (no software limitations) Unlimited (no software limitations) Unlimited (no software limitations)
Maximum number of digital trunks supported Unlimited (no software limitations) Unlimited (no software limitations) Unlimited (no software limitations)
Maximum number of IP trunks supported Unlimited (no software limitations Unlimited (no software limitations Unlimited (no software limitations)
Maximum number of SIP trunks supported Unlimited (no software limitations) Unlimited (no software limitations) Unlimited (no software limitations)
Maximum number of trunk groups supported Unlimited (no software limitations) Unlimited (no software limitations) Unlimited (no software limitations)
Maximum number of ACD lines 1 1 1
Maximum number of secondary lines (with support for historical reporting) 3 3 3
Call conferencing Included Included Included
Agent interdialing support Included Included Included
Direct-outward-dialing (DOD) support Included Included Included
Inbound Voice Seats
Maximum number of configurable inbound agents supported Unlimited (no software limitations) Unlimited (no software limitations) Unlimited (no software limitations)
Maximum number of active inbound agents supported 400 400 400
Maximum number of inbound supervisor positions supported 42 42 42
Inbound seat license type Concurrent user Concurrent user Concurrent user
Integrated ACD Features with Server Software
Custom scripting with Cisco Unified Contact Center Express Drag and Drop Editor Included Included Included
Maximum number of agent groups supported 150 150 150
Maximum number of agents per group 400 400 400
Automatic Number Identification (ANI) support Included Included Included
Dialed Number Identification Service (DNIS) support Included Included Included
Route on Skill Included Included Included
Route on Skill competency Included Included Included
Conditional routing (time of day, day of week, and custom variables) Included Included Included
Overflow, interflow, and intraflow routing Included Included Included
Custom routing based on data from database access (for example, data-directed priority routing) Included Not available Not available
Dynamic priority queuing Included Included Not available
Maximum number of definable skills groups 150 150 150
Maximum number of skills per agent 50 50 50
Maximum number of routing programs Unlimited (no software limitations) Unlimited (no software limitations) Unlimited (no software limitations)
Integrated Recording with Cisco Unified Contact Center Express Seat License
On-demand agent recording Included Included Not available
On-demand supervisor recording Included Included Not available
Related References

IVR Ports

IVR ports are packaged as either Basic or Advanced IVR ports.

  • Basic IVR Ports Licensing—Basic IVR ports are not licensed and a given configuration may have as many Basic IVR ports as fit given the server on which the system is deployed and the mix of other features deployed on that server. You must use the Cisco Unified Communications Sizing Tool to determine the maximum number of Basic IVR ports that are supported on a per configuration basis. Basic IVR ports provide a queue point, custom messaging and prompting, caller input collection, and processing through DTMF decoding. Decoded DTMF input may be used for both routing and screen pop purposes. Basic IVR ports (and only Basic IVR ports) are available in both the Standard and Enhanced packages.
  • Advanced IVR ports licensing— Advanced IVR ports are licensed on a per inbound voice seat basis and are available only with the Premium package. Each inbound voice seat provides two Advanced IVR port licenses. For example, a 100 seat inbound voice deployment provides 200 Advanced IVR port licenses. Advanced IVR port licenses counts are checked at run-time. In the example given here, the 201st simultaneously active request for an Advanced IVR port to handle an incoming call would be denied. Deployments that require more IVR ports than are provided by this 1:2 seat: Advanced IVR port ratio must purchase one additional Premium inbound voice seat for each two additional Advanced IVR ports required.

    Note


    The number of IVR ports is also limited by the maximum number supported for a given server platform as listed in Server Capacities and Limits. In the case of virtualized deployment, the maximum number of IVR ports is limited by the maximum number supported for a given virtual machine template.


Inbound Voice Packaged Components

The following sections describe the primary components that are provided with inbound voice. These sections provide high-level descriptions of the features and functions provided for these components. For more specific information, see the Cisco Unified CCX user documentation.

Automatic Call Distribution

The following table describes the Automatic Call Distribution (ACD) features that are available in each Unified CCX package.
Table 5 ACD Features Available in Each Unified CCX Package

Feature

Premium

Enhanced

Standard

Conditional Routing. Unified CCX supports routing based on caller input to menus, real-time queue statistics, time of day, day of week, ANI, dialed number, and processing of data from XML text files.

Included.

Included.

Included.

Agent Selection. Unified CCX supports the longest available, linear, most handled contacts, the shortest average handle time, and circular agent selection algorithms. With Basic ACD functionality, agents are associated with one resource group only.

Included.

Included.

Included.

Customizable Queuing Announcements. Unified CCX supports the playing of customizable queuing announcements based on the skill group that the call is being queued to, including announcements related to position in queue and expected delay.

Included.

Included.

Included.

Re-route on Ring No Answer. If the selected agent does not answer within the allowed time limit, the caller retains the position in queue. Any screen pop data is also preserved.

Included.

Included.

Included.

Call Recording. The Unified CCX server can record input from callers. This capability can be used to allow call center staff to remotely record new announcements or prompts.

Included.

Included.

Included.

Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) Integration. Unified CCX can integrate with Unified ICME. Unified ICME integration provides the following capabilities:

  • The ability for Unified CCX to send agent, queue, and call state changes to Unified ICME software
  • The ability of Unified ICME software to intelligently route and load balance (using pre-routing or post-routing) calls across multiple ACD sites, which can include one or more Unified CCX systems, Cisco Unified Contact Center Enterprise (Unified CCE) systems, or traditional ACDs (that are supported by Unified ICME software). Calls routed to a Unified CCX application can also be sent call data so that the data can be popped onto an agent screen.
  • The ability for Unified CCX to send post-route requests with call data to the Cisco Unified ICME software to request routing instructions. This event could be in response to a new call that just arrived at Unified CCX or a call that is being transferred from an IVR port or agent. Call data included in the post-route request can be used by the Unified ICME software to profile route the call. Call data is also passed to the terminating ACD site (Unified CCX, Unified CCE, or traditional ACD) for an agent screen pop.
  • The ability for Unified ICME software to provide multisite ACD reporting for a mixed network of ACD sites, which can include one or more Unified CCX systems, Unified CCE systems, or traditional ACDs.

Optional.

Optional.

Optional.

Data driven routing for HTML and XML data sources. The ability to use data obtained from HTML or XML documents to make routing decisions. XML document processing can also be used as a data store to access system-wide static data, such as a list of holidays, hours of operation, or a short list of hot customer accounts.

Included.

Included.

Included.

Agent Skill and Competency-Based Routing. Agents can be configured with up to 50 skills, each with up to 10 different competency levels. Contact Service Queues (also known as skill groups) can be configured as requiring up to 50 skills, each with up to 10 minimum skill competency levels. The Unified CCX routing logic then matches the caller and contact requirements with agent skills to find the optimum match using one of the following agent selection criteria:

  • Longest available, most handled contacts, or shortest average handle time
  • Most skilled, most skilled by weight, or most skilled by order
  • Least skilled, least skilled by weight, or least skilled by order
Note   

Starting with Unified CCX 5.0(2), this feature is available with the Standard package. It is not available with the Standard package for releases earlier than Unified CCX 5.0(2).

Included.

Included.

Included.

High Availability Failover. With HA failure of the active server can be detected and the ACD subsystem can automatically fail over from the active to the standby server.

Optional with HA license.

Optional with HA license.

Not available.

Dynamic Reskilling by Administrator or Supervisor. Changes to CSQ skills and competencies and agent skills and competencies are applied immediately.

Included.

Included.

Included.

Prioritized Queuing. Up to 10 levels of customer contacts can be prioritized based on call or customer data, and calls may be moved within or among queues under workflow control using priority information.

Included.

Included.

Not available.

Agent Routing. Unified CCX routing applications can select a specific agent if that agent is in Ready state. (Queuing on a per agent basis is not supported.)

Included.

Included.

Not available.

Data-driven routing based on JDBC database sources via SQL. The ability to use data obtained from an JDBC compatible database via a SQL query to make routing decisions.

Included.

Not available.

Not available.

Wrap-Up and Work Modes. After call completion, an agent can be configured to be automatically placed into Work state, on a per CSQ basis. The agent can also choose to enter work state if that option is provided by the agent desktop administrator. A wrap-up timer is also configurable on a per CSQ basis.

Included.

Included.

Not available.

Wrap-Up Codes. Agents may select administratively defined wrap up codes.

Included.

Included.

Not available.

Interactive Voice Response

The following table describes the Interactive Voice Response (IVR) features that are available in each Unified CCX package.
Table 6 IVR Features Available in Each Unified CCX Package

Feature

Premium

Enhanced

Standard

Basic Prompt and Collect IVR. Basic IVR ports provide a queue point, custom messaging and prompting, caller input collection, and processing via DTMF decoding. Decoded DTMF input may be used for both routing and screen pop purposes. Basic call controls such as terminate, transfer, and place call are also supported as part of the basic IVR functionality.

Note   

Basic IVR port and Advanced IVR port cannot be mixed in the same configuration. Advanced IVR port includes all features available in Basic IVR port.

Not available

Included

Included

High Availability Failover. With HA, failure of the active server can be detected and the IVR subsystem can automatically fail over from the active to the standby server. All IVR functions will be restored on the standby server.

Note   

All calls in queue and calls receiving IVR call treatment will be lost. Calls already transferred to the agent will be preserved.

Optional with HA license.

Optional with HA license.

Not available

Advanced IVR Port Database Integration. The Unified CCX server can interoperate with any JDBC-compliant database. Databases tested and supported by Cisco are listed in Cisco Unified CCX Software and Hardware Compatibility Guide, which is available at:

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

Data retrieved from databases can be used with the conditional routing capabilities to provide customer profile-based routing and queuing. Database integration also provides the ability to offer complete self-service applications to callers. Database views are not supported using the Unified CCX Editor database steps, but database views can be accessed using Voice XML or Java logic modules.

Included

Not available

Not available

Advanced IVR Ports HTTP Triggers (the web analog to Unified CM Telephony) to invoke and run a workflow. HTTP triggers enable a Unified CCX to receive a customer contact request through an HTTP request. This approach allows web users to be offered service through a "click to talk to an agent" button. Information collected using the web (a customer call back number, account number, shopping cart content, and so on) can be passed to the Unified CCX script to allow customer profile-based routing and a data-rich window. These contacts can be prioritized and routed using the same methods available to normal inbound voice callers.

Included

Not available

Not available

Advanced IVR Port SMTP outbound mail subsystem that may be used at run time under workflow control to send an email message. Third-party paging or fax products that accept an incoming email message to invoke a page or fax service may use this subsystem to provide real-time paging and fax responses in addition to email responses.

Included

Not available

Not available

Advanced IVR Port Voice XML 2.0 Support. Unified CCX supports executing application logic developed with the Voice XML (VXML) standard. VXML is required for certain complex grammar ASR and TTS interactions and is optional for a DTMF or simple ASR or TTS voice interaction service. VXML allows organizations to reuse application logic from other applications, such as a transaction server to a mainframe database.

Note   
  1. Use of large vocabulary recognition (LVR) must be validated during the A2Q phase.
  2. Unified CCX uses MRCP v1 for communicating with third-party ASR-TTS servers.
  3. The supported ASR-TTS servers include Nuance, Scansoft, and IBM WVS.

Included

Not available

Not available

Advanced IVR Port Java Support. The Unified CCX server can support logic defined using Java. Java support allows for logic from existing web and Java applications to be reused.

Included

Not available

Not available

Advanced IVR Port Automatic Speech Recognition via MRCP. ASR provides the ability to use natural human speech to replace DTMF keypad presses as a way to interact with IVR applications.

Optional with purchase of compatible ASR product from Nuance or IBM.

Not available

Not available

Advanced IVR Port Text to Speech via MRCP. TTS provides the ability to use flat text files as input to a computer-generated speech engine. TTS can replace prerecorded human speech in IVR applications.

Optional with purchase of compatible TTS product from Nuance or IBM.

Not available

Not available

Advanced IVR Port Remote Silent Monitoring. Provides a mechanism for silent monitoring of calls using an IP phone or a PSTN phone. This form of silent monitoring does not require a CSD application to be running but does require a seat license for any supervisor engaged in remote silent monitoring. Remote silent monitoring also does not require any data network connectivity and is ideally suited for management of outsourced customers of a call center service provider. The agent is unaware of being monitored using remote silent monitoring.

Included

Not available

Not available

Play messages to callers: Music Included through Cisco Unified Communications Manager Music on Hold server or .wav file Included through Cisco Unified Communications Manager Music on Hold server or .wav file Included through Cisco Unified Communications Manager Music on Hold server or .wav file
Play messages to callers: Prompts Included through .wav file Included through .wav file Included through .wav file
Play messages to callers: Combine prompts, music, and messages Included and fully customizable Included and fully customizable Included and fully customizable
Capture and process caller DTMF input Included Included Included
Automated-Attendant support Included and fully customizable Included and fully customizable Included and fully customizable
Database integration Included Not available Not available
Automatic Speech Recognition (ASR) Optional through Media Resource Control Protocol (MRCP): Order from Nuance or IBM Not available Not available
Text to Speech (TTS) Optional through MRCP: Order from Nuance or IBM Not available Not available
Real-time notification services (email; support for paging and fax) Included (paging and fax require integration with third-party services) Not available Not available
VoiceXML for ASR, TTS, and DTMF Included Not available Not available
Read data from HTTP and XML pages Included Included Included
Run workflows through HTTP request Included Not available Not available
Integrated self-service application support Included Not available Not available

Table 2 shows the features available with the Outbound IVR feature, which is an optional component available only in the Premium version of Cisco Unified Contact Center Express 9.0.

Table 7  Outbound IVR Features Available in Each Unified CCX Package
Feature Premium Enhanced Standard
General System Features with Server Software
Hardware configuration IVR Outbound Dialer is deployed co-loaded on the same virtual machine (VM) or bare metal server as the inbound voice server. CPA is performed on the gateway. Not available Not available
Outbound IVR Ports
Maximum number of Outbound IVR ports supported 150 Not available Not available
Outbound IVR Port license type Concurrent Not available Not available
Outbound IVR Features
Maximum number of active outbound campaigns 15 Not available Not available
Maximum number of active contacts per outbound campaign 10,000 Not available Not available
Ability to automatically detect voice answer, answering machine, fax/modem, busy and invalid numbers Included Not available Not available
Integrated Historical Reporting with Cisco Unified Contact Center Express Seat License
IVR Outbound Campaign Summary report Included Not available Not available
IVR Outbound CCDR report Included Not available Not available
IVR Outbound Half Hourly report Included Not available Not available
Administration
Ability for administrator to create and configure campaigns Included Not available Not available
Ability for administrator to create non-North American area code to time-zone mappings Included Not available Not available

The summary overview of system maximums for inbound and outbound voice in the above tables are for reference only. All system configurations are required to use the Cisco Unified Communications Sizing Tool to pass required Cisco Assessment to Quality (A2Q) bid assurance.

Computer Telephony Integration

Computer Telephony Integrative (CTI) refers to the ability to use data available from caller-entered data, ACD, IVR, or other data sources to pop to the agent, to make routing decisions, or to use as a key to perform a data lookup (for example, via a database access prior to popping to the agent or to use in making routing decisions). CTI may also include the ability to invoke a third-party application and to pass data to that application as part of the agent screen pop.

The following table describes the CTI features that are available in each Cisco Unified CCX package.
Table 8 CTI Features Available in Each Cisco Unified CCX Package

Feature

Premium

Enhanced

Standard

Basic CTI. Provides a customizable enterprise data window that is popped on the agent desktop upon call ringing. Data in the enterprise data window includes ANI, dialed number, and any caller input (account number, order number, case number, reason for calling, and so on), and details about how long the caller interacted with the IVR, how long the caller waited in queue, and how long the caller spent with all other agents if this was a transferred call.

Note   

For Cisco Unified CCX 5.0(2) and later releases, CAD is not supported on the Standard package, and so, the enterprise data is only available on IP Phone Agent.

Included.

Included.

Included.

Advanced CTI. Advanced CTI functionality allows call data to be passed to other Windows-based desktop applications (for example, CRM applications) for an application screen pop on ringing. Passing data to other applications is performed through keystroke macros that are then associated with specific call events such as call ringing or call release. With keystroke macros and HTTP put/get commands, no programming is required to develop a screen pop application.

Included.

Premium package adds support for using data from supported databases using workflow-based SQL queries.

Included.

Enhanced package adds support for using data from XML data sources. Database integration is not supported.

Not available.

Automatically start any Microsoft Windows-compatible application: Pass initialization parameters Included Included Not available
Populate data to any Microsoft Windows-compatible application Included Included Not available
Populate data to any browser-based application Included Not available Not available
Customer database integration (JDBC) Included Not available Not available

Cisco Unified CCX Historical Reporting

Cisco Unified CCX Historical Reporting provides supervisors and administrators with information about call, agent, and CSQ activities. Users of the historical reports can perform the following functions:
  • View, print, and save reports
  • Sort and filter reports
  • Send scheduled reports to a file or to a printer
  • Export reports in a variety of formats, including PDF, RTF, XML, and CSV
  • Prepare custom reports using a variety of generally available third-party applications that are designed to create reports from databases
The following table describes the historical reporting features that are available in each Cisco Unified CCX package.
Table 9 Historical Reporting Features Available in Each Cisco Unified CCX Package

Feature

Premium

Enhanced

Standard

Viewing Reports. View reports for the entire contact center using the Historical Reports client.

Included.

Included.

Included.

Custom Reports. Generate custom reports using a combination of the Crystal Reports Developer's Toolkit and SQL stored procedures.

For more information, see the Cisco Unified CCX Historical Reporting Administrator and Developer Guide and Cisco Unified CCX Database Schema.

Included.

Included.

Included.

Integrated ACD Historical Reporting with Cisco Unified Contact Center Express Seat License
Abandoned Call Detail Activity report Included Included Included
Aborted and Rejected Call Detail report Included Included Included
Agent Call Summary report Included Included Included
Agent Detail report Included Included Included
Agent Login Logout Activity report Included Included Included
Agent Not Ready Reason Code Summary report Included Included Included
Agent State Detail report Included Included Included
Agent State Summary report (by agent) Included Included Included
Agent State Summary report (by interval) Included Included Included
Agent Wrap-up Data Summary report Included Included Not available
Agent Wrap-up Data Summary Detail report Included Included Not available
Application Summary report Included Included Included
Call Custom Variables report Included Included Included
Called Number Summary Activity report Included Included Included
Common Skill Contact Service Queue Activity report Included Included Included
Contact Service Queue Activity report (by CSQ) Included Included Included
Contact Service Queue Activity report (by interval) Included Included Included
Contact Service Queue Activity report Included Included Included
Contact Service Queue Call Distribution Summary report Included Included Included
Contact Service Queue Priority Summary report Included Included Included
Contact Service Queue Service Level report Included Included Included
CSQ Agent Summary report Included Included Included
Detailed Call, CSQ, Agent report Included Included Included
Priority Summary Activity report Included Included Not available
Remote Monitoring Detail report Included Not available Not available
Integrated Self-Service Historical Reporting with Cisco Unified Contact Center Express Seat License
Application Performance Analysis report Included Included Included
Call-by-Call Contact Call Detail Record (CCDR) report Included Included Included
Traffic Analysis report Included Included Included
Integrated Multichannel Historical Reporting with Cisco Unified Contact Center Express Seat License (available with HRC or embedded CUIC)
Outbound Agent Detail Summary report Included Not available Not available
Outbound Campaign Summary report Included Not available Not available
Agent E-Mail Inbox Traffic Analysis report Included Not available Not available
Agent E-Mail CSQ Activity Summary report Included Not available Not available
Agent E-Mail Agent Summary Activity report Included Not available Not available
Agent E-Mail CSQ Agent Summary Activity report Included Not available Not available
Chat Traffic Analysis Included Not available Not available
Chat Agent Summary Activity report Included Not available Not available
Chat Agent Detailed Activity report Included Not available Not available
Chat CSQ Summary Activity report Included Not available Not available
Chat CSQ Detailed Activity report Included Not available Not available

Cisco Unified Intelligence Center

Cisco Unified Intelligence Center is the web-based reporting platform that is packaged as part of the Cisco Unified CCX 9.0(1).

The Unified Intelligence Center packaged type that are available with Unified CCX packages are listed below.

Contact Channel

Premium

Enhanced

Standard

Unified Intelligence Center Package Type

Unified Intelligence Center Standard - with unlimited users

Unified Intelligence Center Standard - with unlimited users

Unified Intelligence Center Standard - with unlimited users

Cisco Desktop Services

Cisco Desktop Services provide Cisco Agent Desktop (CAD) and IP Phone Agent (IPPA) for agent use, and Cisco Supervisor Desktop (CSD) for supervisor use.

You can install multiple desktop applications such as CAD, CAD – Browser Edition, IPPA, and CAD for Citrix on a single Unified CCX server.

As an end user, concurrent login to multiple applications is not allowed. You can login to only one application at a time and work simultaneously with Unified CCX server.

Cisco Agent Desktop Features

Note


CAD is not available in the Standard package starting from Unified CCX 5.0(2).


The following table describes the Cisco Agent Desktop features that are available in each Unified CCX package.
Table 10 Cisco Agent Desktop Features Available in Each Unified CCX Package

Feature

Premium

Enhanced

Agent State Control. From the agent desktop, agents log in, log out, and make themselves ready and not ready.

Included

Included

Call Control. From the agent desktop, agents answer, release, hold, retrieve, conference, and transfer calls. (Call control can also be performed from a Cisco Unified IP Phone.)

For example, to answer a call, the agent can simply pick up the phone handset. The Unified CCX software ensures that the current call state for the phone and CAD application are kept in synch.

Note   

Call control initiated from the agent desktop is available only with Unified CCX which has Unified CM.

Included

Included

Dynamic Regrouping. Change of agent association with a resource group is applied immediately.

Included

Included

Real-Time Statistics. Agents have access to real-time statistics for themselves and the queues to which they are associated. For example, from the agent desktop application, agents can see how many calls they have handled today and how many calls are currently in queue for their team.

Included

Included

Integrated Text Messaging. Agents can interact with their supervisor and other agents through text chat.

Included

Included

Reason Codes. Agents can be configured to enter reason codes for Not Ready and Logout.

Included

Included

Basic CTI. Agent desktops provide an enterprise data window that is popped upon call ringing.

Included

Included

Telephony Support. CAD can be deployed with select Cisco Unified IP Phone models, as described in Cisco Unified CCX Software and Hardware Compatibility Guide. However, there are different features available on different phones.

CAD also supports the agent using the Cisco IP Communicator softphone application running on the same workstation with CAD.

An agent ACD (Unified CCX) extension cannot be shared across multiple devices. It is valid only with a single line.

You can set the agent ACD extension for Call Forward No Answer (to voicemail or any other endpoint) as long as the value for the Ring No Answer timer on that device (or in Cisco Unified Communications Manager if the default is chosen) is less than the value for the Select Resource Timeout in the Select Resource step of the script.

Unified CCX monitors and reports on activities for the first four extensions on a phone, including non-ACD lines.

Agents are associated with a specific Cisco Unified Communications Manager extension (directory number).

Included

Included

Hot Desking. Hot desking allows agents to log in using CAD and any Cisco Unified IP Phone that is registered with the same Cisco Unified Communications Manager cluster. Agents using CAD and Cisco IP Communicator can also use Extension Mobility. This capability allows multiple agents to use the same phone, but only one at a time. For example, different agents on different shifts may use the same workstation and phone.

Extension Mobility brings a user-specific phone profile (including configured extensions for that user) to the phone being logged in from. After logging in to Cisco Unified Communications Manager with Extension Mobility, agents can log in to Unified CCX using CAD.

Included

Included

Auto Update. When the CAD starts up, it checks to see whether a new version of the CAD program is available and automatically performs an update on the agent workstation. This auto update feature can be disabled if required.

Included

Included

Desktop Workflows. A wizard-based interface allowing desktop events (such as ringing or going off hook) to have associated rules and rule actions that are invoked when the rule is met for that event.

Included

Included

Application Integration. CAD can be configured using desktop workflows to allow call data to be passed to other desktop applications (for example, CRM applications) for an application window. Passing data to other applications is performed through keystroke macros or HTTP put/get commands that are then associated with specific call events such as call ringing. No programming is required to develop a screen pop. Application integration can also be done upon call release to pop open a wrap-up application on the agent workstation.

Included

Not available

Workflow Buttons. CAD can be configured to have predefined workflow buttons that execute specified programs and keystrokes. Workflow buttons help agents complete repetitive tasks quickly.

Included

Included

On-Demand Call Recording. CAD can be configured to allow clicking a single button to start and stop call recording. The call recording contains only the portion of the call that occurs after the Start Record button is clicked. There are limits to how many simultaneous call recording sessions can be performed. Capacity and configuration limits are defined in Server Capacities and Limits.

Included

Included

Work Flow Initiated Call Recording. CAD can be configured to automatically start recording on calls that meet conditions defined in the application script and voice contact work flow. Care should be observed when configuring this feature since there are limits to how many simultaneous call recording sessions can be performed. CAD based recording is not intended to be used in place of a compliance recording solution.

Included

Included

Automatic Failover. Upon failure of the active Unified CCX server, CAD will automatically log agents back in on the standby server, and the agent will be placed into a Not Ready state. Upon failure of the active Unified CCX server, active calls on agents phones will survive. However, the call duration and other information that is associated with the call in the historical reporting database may be affected. Historical reports generated for time periods in which a failover occurred will have missing or incorrect data. It will be discernable from the report that a failover occurred.

Optional with HA license.

Optional with HA license.

Wrap-Up Codes. The wrap-up code selection is available only when the agent is in the Work state.

Included

Included

Agent Email. This feature is tightly integrated into the agent desktop, with controls built into the toolbar and display. It queues and routes email messages to staffed and skilled agents, helps the agent to respond easily, and provides a collection of real-time and historical reports that help measure email performance accurately.

Included

Not available

Presence. When integrated with Cisco IM and Presence, agents and supervisors can view the presence state of subject matter experts on CAD and chat with them.

Included

Included

Workforce Management. Workforce Management is a workforce scheduling solution in which the supervisor or any contact center manager can schedule their agents based on forecasted call volume and agent expertise, availability, and other factors. Agents have an interface for that portion of the Workforce Management application that applies to them.

Optional with Workforce Management user license.

Not available

Outbound Preview Dialer. CAD includes buttons to control an agent response to an outbound contact offering by the system. If the agent clicks the Accept button, the system places the outbound call to the customer from the agent phone.

Note   

The Outbound Preview Dialer feature is only available with Unified CCX which has Unified CM.

Included

Not available

The following table describes the Agent Email features available with Unified CCX Premium licenses.

Table 11 Agent Email Features Available in Each Unified CCX Package
Feature Premium Enhanced Standard
Integrated Agent E-Mail General System Features with Cisco Unified Contact Center Express Cisco Agent Desktop
Microsoft Exchange 2003 or Microsoft Exchange 2007 or 2010 Not included; must be purchased from Microsoft vendor Not available Not available
Assign one or more email addresses to a single Contact Service Queue (CSQ) Included Not available Not available
Blended voice and email agents Included and configurable Not available Not available
Dedicated email agents Included and configurable Not available Not available
Fully integrated with Cisco Agent Desktop, Cisco Supervisor Desktop, and Cisco Desktop Administrator Included Not available Not available
Email contact detail records saved to Cisco Unified Contact Center Express historical database Included Not available Not available
Shared global response templates Included Not available Not available
Separate voice and email state model Included Not available Not available
Automatic change of focus for desktop to voice call handling for agents also in voice CSQ Included Not available Not available
Automatic resumption of e-mail processing on voice disconnect Included Not available Not available
Spell checker (excluding double-byte languages) Included Not available Not available
Agent can save email draft response and resume at a later time Included Not available Not available
Agent can re-queue email Included Not available Not available
Agent can forward, copy, and blind copy email to external addresses Included Not available Not available
Agents can quality assure email content from less experienced agents prior to external delivery Included Not available Not available
Agent E-Mail contacts included in agent CSQ, Agent ACD State, Agent E-Mail Log, and Agent E-Mail Detail real-time reports Included Not available Not available
Integrated Agent E-Mail for Supervisors with Cisco Unified Contact Center Express Seat License
Supervisor real-time reporting for Agent E-Mail mail volume by CSQ and for agent detail email volume by CSQ Included Not available Not available
IP Phone Agent Features
The following table describes the IP Phone Agent (IPPA) features that are available in each Cisco Unified CCX package.
Table 12 IPPA Features Available in Each Cisco Unified CCX Package

Feature

Premium

Enhanced

Standard

Agent State Control. From the IPPA XML application, agents log in, log out, and make themselves ready or not ready.

Included.

Included.

Included.

Call Control. The Cisco Unified IP Phone provides call control.

Included.

Included.

Included.

Dynamic Regrouping. Change of agent association with a resource group is applied immediately.

Included.

Included.

Included.

Real-Time Statistics. Agents have access to real-time statistics for themselves and the queues to which they are associated.

Included.

Included.

Included.

Reason Codes. Agents can be configured to enter reason codes for Not Ready and Logout.

Included.

Included.

Included.

Basic CTI. IPPA allows for call data to be popped onto the IP Phone display upon call ringing.

Included.

Included.

Included.

Telephony Support. IPPA can be run from any phone that supports an XML client.

Included.

Included.

Included.

Hot Desking. Hot desking allows agents to log in using any Cisco Unified IP Phone that is registered with the same Cisco Unified Communications Manager cluster. Agents using Cisco IP Communicator can also use Extension Mobility. This capability allows multiple agents to use the same phone, but only one at a time. For example, different agents on different shifts may use the same workstation and phone.

Extension Mobility brings a user-specific phone profile (including configured extensions for that user) to the phone being logged in from. After logging in to Cisco Unified Communications Manager with Extension Mobility, agents can log in to Cisco Unified CCX using CAD.

Included.

Included.

Included.

On-Demand Call Recording. IPPA can be configured to allow clicking a single button to start and stop call recording on demand. The call recording contains only the portion of the call that occurs after the Start Record button is clicked. There are limits to how many simultaneous call recording sessions can be performed. Capacity and configuration limits are defined in Server Capacities and Limits.

Included.

Included.

Not available.

Cisco Supervisor Desktop Features
The following table describes the Cisco Supervisor Desktop features that are available in each Cisco Unified CCX package.
Table 13 Cisco Supervisor Desktop Features Available in Each Cisco Unified CCX Package

Feature

Premium

Enhanced

Standard

View / Change Agent State. Supervisor desktops allow supervisors to view the current state of all agents that are part of that supervisor's team. The supervisor desktop also allows supervisors to change an agent state (Ready, Not Ready, Logout).

Included.

Included.

Included.

Real-Time Agent and Skill Statistics. Supervisors can view statistics for all agents and queues that are associated with their team. See the Cisco Supervisor Desktop User's Guide for more details about statistics available through the CSD application.

Included.

Included.

Included.

Integrated Text Messaging. Supervisors can send text messages to one or more agents.

Included.

Included.

Included.

Marquee Messages. Supervisors can send a scrolling marquee (broadcast) message to all agents on their team.

Included.

Included.

Included.

Silent Monitoring. CSD allows a supervisor to silently monitor agent calls. It can be configured whether the agents are aware or unaware that they are being monitored.

Included.

Included.

Not available.

Barge-in. CSD allows a supervisor to barge in on an agent call. The Barge-in feature brings the supervisor, the agent, and the caller into a three-way conference. This feature requires the supervisor to have the CAD application open and to be logged in as an agent. The agent is aware when the supervisor barges in. Barge-in is supported for agents using CAD with IP Communicator, CAD with IP Phone, or IPPA.

Included.

Included.

Not available.

Intercept. CSD allows a supervisor to intercept an agent call. The intercept feature transfers the call to the supervisor. This feature requires the supervisor to have the CAD application open and to be logged in as an agent. As the call releases from the agent desktop and phone, the agent is aware when an intercept occurs. The agent is then available to take another call. Intercept is supported for agents using CAD with IP Communicator, CAD with IP Phone, or IPPA.

Included.

Included.

Not available.

On-Demand Agent Call Recording. CSD allows a supervisor to dynamically start and stop recording agent calls on demand. A call recording only contains the portion of the call that occurs after the Start Record button is clicked.

There are limits to how many simultaneous call recording sessions can be performed. Capacity and configuration limits are defined in Server Capacities and Limits.

Included.

Included.

Not available.

Call Recording Playback and Exports. The CSD Record Viewer application allows a supervisor to play back calls that were recorded within the last 7 days. Supervisors can sort the recorded call list by agent, DN, or date/time. Within Record Viewer, supervisors can tag selected recordings for a 30-day extended archiving, and supervisors can save selected recordings as a .wav format in a specified folder for permanent archiving.

Included.

Included.

Not available.

Automatic Failover and Re-login. Upon Cisco Unified CCX Engine failover, the CSD automatically fails over to the standby Cisco Unified CCX Engine so the supervisor does not have to log in again.

Included.

Included.

Not available.

Workforce Management. Workforce Management is a workforce scheduling solution in which the supervisor or any contact center manager can schedule their agents based on forecasted call volume and agent expertise, availability, and other factors.

Optional with Workforce Management user license.

Not available.

Not available.

Quality Management. Quality Management is a recording and quality management solution in which supervisors can choose to record all agent-customer calls, review the recordings, evaluate the agents, and suggest training classes accordingly.

Optional with Quality Management license.

Not available.

Not available.

Unified CCX Outbound Preview Dialer

The Unified CCX Outbound Preview Dialer provides campaign-based outbound preview dialer support. Each inbound Premium seat provides one outbound seat. This means that, if you have 100 inbound seats, you can have up to 100 agents logged in and up to 100 agents handling outbound calls at the same time.

The following table lists the Outbound Preview Dialer availability in each Unified CCX package.
Table 14 Outbound Preview Dialer Availability for Each Unified CCX Package

License

Premium

Enhanced

Standard

Outbound User

Included

Not available

Not available

The following table describes the Outbound Preview Dialer features that are available in each Unified CCX package.

Table 15 Outbound Preview Dialer Features Available in Each Unified CCX Package

Feature

Premium

Enhanced

Standard

General System Features with Server Software
Note   

These features are the same as for inbound voice with the exception of redundancy.

Hardware configuration Deploys and executes co-loaded on the same virtual machine or bare metal server as the inbound voice server. Not available Not available
Outbound Voice Seats
Maximum number of configurable outbound agents supported Unlimited (no software limitations) Not available Not available
Maximum number of active outbound agents supported 100 Not available Not available
Maximum number of outbound supervisor positions supported 42 Not available Not available
Outbound license type Concurrent user Not available Not available
Outbound Preview Dialer Features
Maximum number of active outbound campaigns 15 Not available Not available
Maximum number of CSQs per outbound campaign 10 Not available Not available
Maximum number of active contacts per outbound campaign 10,000 Not available Not available
Integrated CTI and Screen Pop Features with Cisco Unified Contact Center Express Seat License
Populates customer's name, account number, and phone number dialed Included Not available Not available
Start any Microsoft Windows-compatible application Using CAD task button Not available Not available
Send information to any Microsoft Windows-compatible application Using CAD task button Not available Not available
Integrated PC-Based Agent Desktop Features with Cisco Unified Contact Center Express Seat License
Ability for agent to initiate on-demand recording Included Not available Not available
Ability for supervisor to use Silent Monitor, Barge-In, and Intercept Included Not available Not available
Ability for agent to accept, reject, or skip outbound contact. Agent can reclassify call to any one of many call results, such as Busy, Fax and Answering Machine. Included Not available Not available
Ability for agent to mark a contact as "Do not call" for a particular campaign Included Not available Not available
Integrated IP Phone-Based Agent Desktop Features with Cisco Unified Contact Center Express Seat License
VoiceXML for ASR, TTS, and DTMF Included Not available Not available
Integrated PC-Based Supervisor Desktop Features with Cisco Unified Contact Center Express Seat License
View agent activity in real time Included Not available Not available
Support for Cisco IP Communicator: No Cisco IP Phone required for agent phone Included Not available Not available
Coaching: Provide agent guidance through chat Included Not available Not available
Silent Monitor: Listen in on an agent's call Included Not available Not available
Ability for supervisor to use Silent Monitor remotely from any phone through a dial-in IVR session Included Not available Not available
Barge-In: Join in on an agent's conversation Included Not available Not available
Intercept: Take a call from an agent Included Not available Not available
Record: Capture and archive call audio Included Not available Not available
Integrated Historical Reporting with Cisco Unified Contact Center Express Seat License
Preview Outbound Campaign Summary report Included Not available Not available
Preview Outbound Agent Detail Performance report Included Not available Not available
Administration
Campaign Management: Administrators can create and configure campaigns. They can specify a daily time range during which outbound calls are made and a set of CSQ to specify whose agents make the outbound calls, They can also specify and import a list of customer contacts to be called. Included Not available Not available
Area Code Management: Administrators can add mappings from area-code to time zone for non-North American locations. This information is used to determine the customer contact current time before placing an outbound cal. Included Not available Not available
Ability for administrator to mark "Do not call" contacts as "Do not call" across all campaigns Included Not available Not available

Web Chat

Unified CCX Premium provides the facility for end users to initiate a chat session with the agent, from a website, typically the public website of the organization using Unified CCX. Unified CCX provides separate agent and supervisor web application, real-time, and historical reports for Chat.

The chat functionality requires Cisco SocialMiner to be deployed, where 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.

The Unified CCX queues the chat requests from SocialMiner, allocates agents, and monitors the chat session. Further, it facilitates agent state changes and provides the real-time and historical reports for the Chat.

The availability of Inbound Web Chat functionality for various Unified CCX packages is given here:

Contact Channel

Premium

Enhanced

Standard

Inbound Web Chat

Yes

No

No

Web Chat Terminologies

Chat Widget

The chat widget is the UI control that appears for the end user to initiate a chat session. This widget typically includes fields to input details about the user and has the user select a problem statement.

The Unified CCX Application Administrator web interface allows creation of the widget source code, which can then be used to create a web page and host the same on a website.

Problem Statement

Problem statements are included in the chat widget. One problem statement is selected by the end user, indicating the reason why the user is initiating a chat session. The problem statement the user chooses determines the service queue to which the request will be queued and thus the agent who will respond to the chat request.

Chat Contact Service Queue (CSQ)

Agent allocation requests from SocialMiner for new chat contacts are routed to a Chat CSQ. The CSQ to which requests are routed is determined by the problem statement that end user chose while submitting the chat request from the widget.

The Cisco Unified CCX Administrator must create chat CSQs and map skills to the CSQ so that agents are allocated to the CSQ. Further, an agent is chosen for chat only if the agent is logged in to the Agent Chat web application and the agent's chat state is Ready.

Web Chat Packaged Components

Agent Web Chat Application

The agent web chat application is a thin client agent desktop that can be accessed from the Cisco Agent Desktop integrated browser or a standalone browser. Agents use this interface to log in to Unified CCX chat facility and make themselves ready to accept chat requests.

All inbound chat requests, when routed to the agent, show up in this agent desktop, and the agent can accept it or let it time out. After the agent accepts the chat request, the agent can chat with the end user on a separate chat reply widget that gets loaded on the agent desktop.

Supervisor Web Chat Application

The supervisor web chat application is the interface that chat supervisors use to view the Chat CSQ details and agent chat summary report for their teams. This web application is accessed from the Cisco Supervisor Desktop integrated browser or a standalone browser.

Chat Real-Time and Historical Reports

Unified CCX provides chat-specific real-time reports and historical reports which can be accessed using the respective clients.

For historical reports, the chat reports are available using the historical reporting client (HRC) as well as the Cisco Unified Intelligence Center reporting application, packaged with Unified CCX.

For supervisors, real time reports on the Chat CSQs and the chat-specific team summary report are available in the Chat supervisor desktop web application.

Browser Compatibility

The following table outlines the supported browsers for accessing chat agent and supervisor web applications.

 

Supported browsers

Cisco Agent Desktop

Microsoft Internet Explorer v8.0

Cisco Supervisor Desktop

Microsoft Internet Explorer v8.0


Note


If web chat is executed from the Cisco Agent Desktop or Cisco Supervisor Desktop, the agent PC must have Microsoft Internet Explorer v8.0.


Web Chat Contact Allocation and Distribution

The following table describes the Web Chat contact allocation and distribution features that are available in each Unified CCX package.

Table 16 Web Chat Contact Allocation and Distribution Features Available in Each Unified CCX Package

Feature

Premium

Enhanced

Standard

Conditional routing–Web Chat supports routing based on a problem statement chosen by the customer

Included

Not available

Not available

Agent selection–Web Chat supports the longest available and most skilled agent selection algorithm

Included

Not available

Not available

Customizable queuing messages–Web Chat supports customizable contact waiting message

Included

Not available

Not available

Auto chat reject–If no agent is available, web chat rejects chat request

Included

Not available

Not available

Chat timeouts–Web Chat supports various session timeouts for chat inactivity and maximum wait period

Included

Not available

Not available

Rerouting on chat no answer–If the allocated agent does not accept chat within the allowed time limit, the contact is re-queued and re-routed

Included

Not available

Not available

Chat transcript–Web Chat supports storage and retrieval of chat transcripts through Cisco SocialMiner

Included

Not available

Not available

Agent skill and competency based routing–You can configure 50 skills, each with up to 10 different competency levels. You can configure Contact Service Queues (also known as skill groups) as requiring up to 50 skills, each with up to 10 minimum skill competency levels. The web chat routing logic then matches the contact problem statement with agent skills to find the optimum match using one of the following agent selection criteria:

  • Longest available
  • Most skilled

Included

Not available

Not available

High Availability (HA) failover–With HA failure of the active server can be detected and the chat subsystem can automatically failover from the active to the standby server

Optional with HA License

Not available

Not available

Dynamic reskilling by administrator–Changes to CSQ skills and competencies and agent skills and competencies are applied immediately

Included

Not available

Not available

Agent routing–Unified CCX routing applications can select a specific agent if that agent is in the Ready state(queuing on a per agent basis is not supported)

Included

Not available

Not available

Agent and supervisor web-based desktop–Web Chat provides web-based desktops for agents and supervisors. It is integrated inside Cisco Agent Desktop for the agent desktop and the Cisco Supervisor Desktop for the supervisor desktop through the browser control and can be launched from the Cisco Agent Desktop or the Cisco Supervisor Desktop respectively. You can also launch it from standalone browsers

Included

Not available

Not available

Real time and historical reports

Included

Not available

Not available

Supervisory reports–Team report for CSQ and agents

Included

Not available

Not available

Integrated Web Chat General System Features with Cisco Unified Contact Center Express Cisco Agent Desktop
Multiple skills per chat agent Included Not available Not available
Blended voice and chat agents Included and configurable Not available Not available
Dedicated chat agents Included and configurable Not available Not available
Separate voice and chat state model Included Not available Not available
Web Chat desktop accessible on integrated browser in Cisco Agent Desktop and Cisco Supervisor Desktop Included Not available Not available
Web Chat desktop accessible on stand-alone browser for agents and supervisors Included Not available Not available
Maximum number of simultaneous Web Chat session depends on server class - refer Appendix B 50 Not available Not available
Table 17 Voicemail Integration Features Available in Each Unified CCX Package

Feature

Premium

Enhanced

Standard

Voicemail Integration
Voice messaging interface Optional (Cisco Unity messaging or Cisco Unity Express) Optional (Cisco Unity messaging or Cisco Unity Express) Optional (Cisco Unity messaging or Cisco Unity Express)
Maximum number of voice mailboxes supported Please consult product documentation Please consult product documentation Please consult product documentation
Maximum number of voice storage hours Unlimited (storage limitation hard disk-dependent) Unlimited (storage limitation hard disk-dependent) Unlimited (storage limitation hard disk-dependent)
Support for other vendor voicemail Yes (through call transfer to voicemail system) Yes (through call transfer to voicemail system) Yes (through call transfer to voicemail system)
Table 18 Integration with Cisco IM and Presence Server with Unified CCX Seat License Features Available in Each Unified CCX Package

Feature

Premium

Enhanced

Standard

Integration with Cisco IM and Presence Server with Cisco Unified Contact Center Express Seat License
Support for Cisco IM and Presence Server Releases 9.0 and 8.5 Included Included Included
Support for Cisco IM and Presence Server fault tolerance Included Included Included
Support for intercluster and foreign domains as supported by Cisco IM and Presence Server Included Included Included
Contact ("buddy") lists under administrator control; contact lists assigned to workflow groups; agents have visibility to appropriate contacts only Included Included Included
Persistent, independent presence popup window continuously updated with agent state and subject-matter-expert presence state Included Included Not available with Cisco Unified IP Phone Agent (Agent may use non integrated Cisco IP Phone Messenger only)

Quality Management and Compliance Recording

Quality Management (QM) supports the recording and archiving of every call between agents and customers. Managers and supervisors can evaluate a customer contact by listening to the recording and filling out an electronic evaluation form. They can also monitor and analyze the performance of groups, teams, and individual agents by looking at summary and detail reports of those evaluations. Supervisors and managers can then use these results to suggest training classes for the agents to take.

The Quality Management product also supports Compliance Recording by enabling 100% audio recording of calls for selected teams of agent or knowledge workers. A knowledge worker is defined as any Cisco IP telephony user of a phone supported through Cisco Unified Communications Manager. In addition to 100% call recording, QM also provides a compliance recording call search, playback, and export functions within the QM desktop application.

Each user license is for a named (not concurrent) user. For example, a contact center with three shifts of 100 agents and supervisors needs 300 named user licenses. Each person in a shift of 100 users uses the license associated with them during their shift.

Advanced QM is similar to QM except that it supports screen recording. Screen recording allows a supervisor to see what the agent was doing on the desktop at the time the agent handled a call.

Compliance Recording (CR) enables audio recording of knowledge worker's phone calls according to recording policies established within QM Administrator Desktop within an archive or quality workflow. Compliance recording users can also use the QM desktop application to search and play their own recordings. A QM system with only Compliance recording licenses (no QM or AQM) must be deployed with a Cisco Unified CCX system in the configuration. In addition, CR recording licenses can be assigned to supervisors, managers or archive user roles, thus enabling CR licensed users to access a wider scope of calls within the QM desktop application.

The following table lists the Quality Management licensed component.
Table 19 Quality Management Licensed Component

License

Premium

Enhanced

Standard

Compliance Recording

Available.

Available.

Available.

Quality Management Configured User

Available.

Not available.

Not available..

Advanced QM

Available.

Not available.

Not available.


Note


Advanced QM is available starting with Cisco Unified CCX 5.0(2).

Compliance Recording is available starting with Cisco Unified CCX 7.0(1) SR4.


Quality Management is licensed on a per named user basis and provides all the server software required with the exception of the Windows operating system (Windows 2008) and database software (Microsoft SQL 2005) for the QM server, which must be purchased off the shelf.

The following table describes the features available in each Quality Management package.

Table 20 Features Available in Each Quality Management Package

Feature

Compliance Recording

QM

Advanced QM

Endpoint Recording and Background Software Services

Available.

Available.

Available.

Server-based Recording (via SPAN port) for Thin Client Environments

Available.

Available.

Available.

Secure Login, User Role-Based Model for Access Scope

Available.

Available.

Available.

Agent, Supervisor, Manager, Role-based Dashboards

Not available.

Available.

Available.

Users Synchronized with CCX or Administered directly in QM

Not available.

Available.

Available.

Evaluator/Agent Comment Threads

Not available.

Available.

Available.

Compressed, Encrypted Recordings Transfer during Off-peak Hours

Available.

Available.

Available.

Immediate Upload of Archival Recordings from Recording Service

Available.

Available.

Available.

Append Custom Metadata to Recordings for Enhanced Search

Available.

Available.

Available.

On-demand Call Tagging

Available.

Available.

Available.

Partial Call Recording

Available.

Available.

Available.

Monitoring and Notification Service (Serviceability)

Available.

Available.

Available.

Quality Evaluation Approval Process

Not available.

Available.

Available.

Screen Recording

Not available.

Not available.

Available.

Workforce Management

Cisco Workforce Management allows supervisors and contact center managers to develop schedules for their agents and manage key performance indicators and real-time adherence. Managers can create and manage schedules for an unlimited number of sites, manage scheduling for offices spread out in different time zones, and schedule alternative media sources seamlessly, including email.

Each user license is for a configured (not concurrent) user. For example, a contact center with three shifts of 100 agents and supervisors needs 300 configured user licenses. Each person in a shift of 100 users uses the license associated with them during their shift.

The following table lists the Workforce Management licensed component.
Table 21 Workforce Management Licensed Component

License

Premium

Enhanced

Standard

Workforce Management Configured User

Available.

Not available.

Not available.

The following table describes the Workforce Management features that are available in each Cisco Unified CCX package.
Table 22 Workforce Management Features Available in Each Cisco Unified CCX Package

Feature

Premium

Enhanced

Standard

Forecasting

Available.

Not available.

Not available.

2-step Scheduling

Available.

Not available.

Not available.

Multimedia Scheduling

Available.

Not available.

Not available.

Intraday Management

Available.

Not available.

Not available.

KPIs and Reporting

Available.

Not available.

Not available.

Alerts

Available.

Not available.

Not available.

Reporting

Available.

Not available.

Not available.

Web Interface

Available.

Not available.

Not available.

Desktop Integration

Available.

Not available.

Not available.