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

This document provides system-level best practices and design guidance for the Cisco Unified Contact Center Express (Cisco Unified CCX), Release 9.0. With proper planning, design, and implementation, Cisco Unified CCX provides a reliable and flexible voice processing and contact center solution for the enterprise.

Audience

This document provides system-level best practices and design guidance for the Cisco Unified Contact Center Express (Cisco Unified CCX), Release 9.0. With proper planning, design, and implementation, Cisco Unified CCX provides a reliable and flexible voice processing and contact center solution for the enterprise.

Scope

This document describes the various components used to build a Cisco Unified CCX system, and it gives recommendations on how to combine those components into an effective solution for your enterprise.

The following topics are not covered in this design guide:
  • Installation and configuration of Cisco Unified CCX, Unified IP IVR, and Agent Desktop. For more information about these Cisco products, refer to the online product documentation available at Cisco.com.
  • Cisco Unified IP IVR programming guidelines. Cisco Unified CCX is a packaged solution built upon a Cisco software platform called Customer Response Solutions (CRS). The CRS platform supports Unified IP IVR solution package. Unified IP IVR can be used with Cisco Unified Contact Center Enterprise (Unified CCE). Unlike Cisco Unified CCX, the Unified IP IVR solutions do not provide ACD and CTI functions. In Unified CCE deployments, the ACD and CTI functions are provided by the Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) software. Unified ICME software, combined with Unified IP IVR and Cisco Communications Manager (Unified CM), make up the Unified CCE Solution.
  • Best practices for Contact Service Queues (CSQs) and priority queuing of Cisco Unified CCX.
  • Design guidelines for Cisco Unified Communications common infrastructure and call processing. For information on Cisco IP Telephony design, refer to the Cisco IP Telephony Solution Reference Network Design documentation available online at http:/​/​www.cisco.com/​go/​ucsrnd.
  • Cisco Unified CCX Voice Browser (using VoiceXML), automatic speech recognition (ASR), and text-to-speech (TTS) best practices. For specific information on these topics, refer to the Nuance Communications Inc. website at http:/​/​www.nuance.com or the IBM Websphere Voice server web page at http:/​/​www-306.ibm.com/​software/​pervasive/​voice_server/​
  • The call sizing guidelines in this document are intended only to illustrate concepts in providing high-level sizing of call center resources. This document is not intended to be an all-inclusive guide to designing and sizing contact centers. Each deployment will be different and specific to your system requirements.

Software Releases

Unless stated otherwise, the information in this document applies specifically to Cisco Unified CCX Release 9.0. Software releases are subject to change without notice, and those changes may or may not be indicated in this document. Refer to the Cisco Unified CCX release notes for the latest software releases and product compatibility information.

Document Structure

This guide contains the following chapters:

Obtaining Documentation, Obtaining Support, and Security Guidelines

For information on obtaining documentation, obtaining support, security guidelines, and also recommended aliases and general Cisco documents, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http:/​/​www.cisco.com/​en/​US/​docs/​general/​whatsnew/​whatsnew.html

Documentation Feedback

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