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
Cisco Unified CCX and
Cisco Unified IP IVR administration
requirements and network design guidelines available from your local Cisco
Systems Engineer (SE)
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:
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
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.
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.
This guide contains the following chapters and appendices:
The Index helps you find
information in this guide.
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: