Cisco Unified Contact Center Express Solution Reference Network Design Release 9.0(2)
Index
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Contents

A - B - C - D - E - F - G - H - I - J - L - M - N - O - P - Q - R - S - T - U - V - W -

Index

A

A2Q bid assurance 1
accessing corporate data stores 1
agents
service level goal 1
traffic profile 1
AHT 1
ASR
resource allocation 1
servers 1
Automatic Call Distribution (ACD) 1
Automatic Speech Recognition (ASR) 1
average handle time (AHT) 1

B

bandwidth
estimating 1
for desktop applications 1
for VoIP Monitor Service 1
silent monitoring usage 1
BHCA 1
bid assurance, A2Q requirements 1
blocked calls 1
Busy Hour Call Attempts (BHCA) 1

C

CAC 1
call admission control (CAC) 1
call blockage 1
call center sizing
considerations 1
principal steps and design considerations 1
call flow example 1
Campaign Manager 1
capacity, of Unified CCX 1
Catalyst switches, max SPAN sessions allowed 1
Cisco Agent Desktop 1 2
Cisco Desktop Services 1 2 3 4
Cisco Supervisor Desktop 1 2
Cisco Unified CCX
overview 1
packaging 1
Cisco Unified CCX clusters, integrating with Unified Communications Manager cluster 1
Cisco Unified CCX Outbound Preview Dialer (Outbound)
availability for each package 1
features 1
overview 1 2
Cisco Unified CM Telephony subsystem 1
Cisco Unified Communications Manager cluster, deploying with Unified CCX 1
Cisco Unified ICME software, integration with Cisco Unified CCX 1
Cisco Unified Outbound IVR Dialer
components 1
deployment guidelines 1
process for outbound call 1
scalability 1
Cisco Unified Outbound Preview Dialer
components 1
deployment guidelines 1
process for outbound call 1
scalability 1
Cisco Unified Preview Outbound Dialer Express (Unified OUTDX)
call flow 1
high availability 1
Cisco Unified Wireless IP Phone 7920 1
classification of traffic 1
Committed Access Rate (CAR) 1
compatibility 1
Computer Telephony Integration (CTI) 1
Config Datastore (CDS) 1
Configuration and Ordering Tool 1
contact center, representation 1
corporate data stores 1
CSD Record Viewer 1
CTI Server 1

D

data store access 1
data stores
agent 1
configuration 1
historical 1
repository 1
database redundancy 1
deploying Cisco Unified CCX, guidelines 1
deployment model
Single-Server Non-High Availability Deployment ModelCisco Unified Communications Manager Integration 1
Two-Server High Availability Deployment ModelUnified Communications Manager Integration 1
desktops
Cisco Agent Desktop 1
Cisco Supervisor Desktop 1
Dialer 1
directories
DC 1
Microsoft Active Directory 1
Netscape iPlanet 1
directory services, Netscape Directory 1
DNS lookups 1
DSCP markings 1

E

end-to-end queuing 1
Erlang calculators 1

F

fault tolerance 1
Unified CCX Engine 1

G

grade of service 1

H

high availability 1 2 3
Historical Reporting 1
historical reports 1

I

Inbound Voice
components 1
licensed components 1
overview 1
interactive voice response (IVR) 1
interfaces 1
IP Phone Agent (IPPA)
SPAN port server 1
IPPA 1 2
IVR
average port usage time 1
ports 1
IVR ports 1
IVR Subsystem 1

J

JTAPI
user 1

L

LSPAN 1

M

managing the Unified CCX system 1
Media Resource Control Protocol (MRCP) 1
monitoring
desktop 1
monitoring and recording redundancy 1
Monitoring Server 1

N

NAT 1
Network Address Translation (NAT) 1
NIC
processing packets 1

O

OOC (Odysoft ODBC Collector) Service 1

P

packaging, of Cisco Unified CCX. 1
percent blockage 1
performance criteria
categories 1
effects of 1
Ping, used by CAD 1
Policy Based Routing (PBR) 1
Port Address Translation (PAT) 1
ports
gateway 1
interfaces 1
IVR 1
protocols 1
PSTN 1
queue 1
utilization 1
preliminary information 1
protocols 1
provisioning 1
PSTN 1

Q

QoS
and Call Admission Control 1
classifications for Unified CCX interfaces 1
considerations for CAD 1
Quality Management
features 1
licensed components 1
overview 1
Quality Management Recorded Contact Storage Calculation 1
Quality of Service 1
Quality of Service (QoS) 1
queue ports 1

R

real-time reports 1
Recording Server 1
redundancy
database 1
monitoring and recording 1
overview 1
remote agent 1
Remote Agent Over Broadband 1
Remote Agent Traffic Profile 1
remote supervisory monitoring 1
reports
historical 1
real-time 1
Resource Manager 1
RSPAN 1
RTP streams 1

S

security 1
servers
sizing 1
service level 1
serviceability 1
Session Initiation Protocol (SIP) 1
silent monitoring
bandwidth usage 1
providers 1
requestors 1
Single-Server Non-High Availability Deployment ModelCisco Unified Communications Manager Integration 1
SIP phones 1
sizing
call center 1
Configuration and Ordering Tool 1
document 1
servers 1
Unified CCX server 1
sizing tools
Cisco Unified Communications Sizing Tool 1
descriptions 1
software components
Cisco Unified CCX Engine 1
Database 1
Monitoring 1
overview 1
Recording 1
SPAN
port monitor server 1

T

TCP ports 1
terminology 1
Text-to-Speech (TTS) 1
traffic classification 1
Traffic Shaping 1
TTS
resources 1
Two-Server High Availability Deployment ModelUnified Communications Manager Integration 1

U

Unified CCX
capacity 1
Configuration and Ordering Tool 1
interfaces 1
protocols 1
sizing the server 1
Unified CCX Engine, functions 1
Unified CCX Gateway PG 1
Unified CM
system performance 1
Unified CM Telephony trigger 1

V

VSPAN 1

W

Wireless Access Point (WAP) 1
Workforce Management
features 1
licensed components 1
overview 1