Cisco Packaged Contact Center Enterprise Features Guide, Release 10.0(x)
Optional Features in Packaged CCE
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Optional Features in Packaged CCE

Feature descriptions

You can choose to enable these features at any time after your Packaged CCE system is installed, configured, and operational.

Agent Greeting

Agent Greeting manages the recording and playing of greeting messages from agents. An agent's recorded greeting plays automatically to callers when they connect to that agent. Agents can set up different greetings for different types of callers, if the call center supports that option.

Agent Request
Agent Request allows a customer to initiate a request from the web to receive a return call from an agent. The request is initiated by a SocialMiner callback feed.
Cisco Interaction Manager
Cisco Interaction Manager is a is a suite of web and email interaction management applications that includes Cisco Unified E-Mail Interaction Manager (Unified EIM) and Cisco Unified Web Interaction Manager (Unified WIM).
Courtesy Callback

Courtesy Callback offers customers the option to hang up and then receive a callback when an agent is close to being available, rather than having to wait for an extended time on hold. Customers do not lose their place in the queue. The system collects callback information from the caller, monitors agent availability, and calls the customer when the agent is close to available.

Mobile Agent

Mobile Agent supports call center agents who are using phones that are not directly controlled by Packaged CCE. A mobile agent can be located outside of the contact center, using an analog phone or a cell phone. Mobile agents might also be located in the contact center using an IP phone connection that is not being controlled by Packaged CCE. All mobile agents use broadband connection to access the same Agent desktop and agent state controls as non-mobile agents.

Packaged CCE supports agents in Nailed Up mode. (Call-by-Call mode is not supported in this deployment.)

Outbound Option

Outbound Option manages and executes outbound dialing campaigns. You configure the system to automatically dial numbers using imported contact lists and filtering rules. When a call connects to a live person, the system transfers the call to an agent skilled in handling that calling campaign.

Post-Call Survey

Post-Call Survey sends a caller to an automated survey after the agent disconnects. A Post-Call Survey is typically used to determine whether customers are satisfied with their call center experiences.

Whisper Announcement

Whisper Announcement plays a brief message to an agent before connecting a caller to the agent. The message might include information about the caller or choices the caller made from menu options.

Integrations with Other Cisco Products

You can extend Packaged CCE functionality by integrating it with other Cisco products.

Cisco Interaction Manager (Unified WIM and EIM)

Unified WIM provides agents with a comprehensive set of tools for serving customers in real-time. It enables call center agents to provide immediate personalized service to customers through text chat messaging and web page-pushing. Agents also use Unified WIM to assist customers to navigate through web pages while providing support on the phone.

Unified EIM enables organizations to intelligently route and process inbound emails, webform inquiries, faxes, and letters.

For information about E-Mail Interaction Manager, see http:/​/​www.cisco.com/​en/​US/​products/​ps7236/​tsd_​products_​support_​series_​home.html. For Web Interaction Manager, see http:/​/​www.cisco.com/​en/​US/​products/​ps7233/​index.html.

Cisco MediaSense

Cisco MediaSense is a media recording platform that uses Web 2.0 application programming interfaces (APIs) to expose its functionality to third-party customers so they can create custom applications.

Cisco MediaSense can be used by compliance recording companies whose regulatory environment requires all conversations to be recorded and maintained. These recordings can later be used by a compliance auditor or a contact center supervisor to resolve customer issues or for training purposes. These recordings can also be used by speech analytics servers or transcription engines.

Cisco MediaSense is not dependent on the use of any other contact center product. However, it is capable of working with all contact center products. Its only dependency is Cisco Unified Communications Manager (Unified CM), which is used to set up the recording profile and call control service connection (SIP trunk) information.

For information about Cisco MediaSense, see http:/​/​www.cisco.com/​en/​US/​products/​ps11389/​index.html.

Cisco Silent Monitoring

Silent monitoring provides the supervisor with the ability to listen in on agent’s calls for quality control and performance evaluation. Two silent monitoring types are supported for Unified Contact Center:

  • CTI OS based
  • Unified CM based

Both CTI OS based and Unified CM based silent monitor sessions are started and stopped using the Start Silent Monitor and Stop Monitoring Agent buttons on the Team State window. Silent Monitoring must be installed on a separate server from Packaged CCE.

Cisco SocialMiner

Cisco SocialMiner is a customer-care system that provides capture, filtering, workflow, queuing, and reporting for social media engagement teams. Internet postings captured by SocialMiner are referred to as Social Contacts. SocialMiner stores the social contacts and groups them into user-defined Campaigns. Each Campaign obtains social contacts from one or more Feeds. SocialMiner presents the social contacts to social media customer care personnel who can search, review, categorize, and respond to the postings. SocialMiner also produces reporting metrics on the handling of the social contacts.

SocialMiner has one default user, called the SocialMiner Administrator. The SocialMiner Administrator is the Application User who is configured during installation. The credentials for that user allow initial access to SocialMiner. Certain SocialMiner functions are available only to the SocialMiner Administrator — including access to Active Directory on the Administration tab, where the SocialMiner Administrator can set up other users.

For information about SocialMiner, see http:/​/​www.cisco.com/​en/​US/​products/​ps11349/​index.html.

Assumptions for proceeding with optional features

This document makes the following assumptions about the state of your Packaged CCE system and the system administrator's knowledge of Packaged CCE:

  • Your Packaged CCE system must be installed, configured, and operational.
  • System administrators must have access to the following interfaces:
    • Cisco Packaged Contact Center Enterprise (CCE) Administration
    • Cisco Unified Customer Voice Portal (CVP) Operations Console
    • Script Editor
    • Cisco SocialMiner
    • Cisco Unified Communications Manager (CUCM) reporting interface
    • Cisco Interaction Manager (Unified WIM and EIM)
  • System administrators must be familiar with the following procedures or have access to the Cisco documentation that describes them:
    • Expanded call variables—Know how to use Unified CCE Administration to set variable values and add new variables.
    • Scripting—Know how to use the Script Editor to create new Packaged CCE call routing scripts and modify existing scripts. Understand the scripting technology.
    • CVP scripting—Know how to use the CVP Script Editor to create new or modify existing voice scripts.
    The Cisco Packaged Contact Center Enterprise Administration Guide describes all of the above procedures.