Contents

• About Unified CCX
• Unified CCX features
• Seat and licensing usage
• Multiple Unified CCX products installed on a server
• Unified CCX package descriptions
• Feature summary for Unified CCX packages
• Unified CCX subsystems supported by Unified CCX
• Sample default Unified CCX scripts

About Unified CCX

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Unified CCX manages customer voice contact centers for departments, branches, or small to medium-size companies planning to deploy an entry-level or mid-market contact center solution. It provides an Integrated Automatic Call Distribution (ACD), Unified IP Interactive Voice Response (IP IVR), and Computer Telephony Integration (CTI) virtual contact center solution with support for up to 400 agents and 400 Unified ports. A Unified IP IVR port refers to a basic self-service port for the Standard and Enhanced packages and a premium self-service port for the Premium package.

• Unified CCX features
• Seat and licensing usage
• Multiple Unified CCX products installed on a server
• Unified CCX package descriptions
• Feature summary for Unified CCX packages
• Unified CCX subsystems supported by Unified CCX
• Sample default Unified CCX scripts

Unified CCX features

Unified CCX Release 9.0(1) is a follow-on release of Unified CCX Release 8.5(1), which is based on the appliance model. The following new features will be available in Unified CCX Release 9.0(1):

• Web Chat
• Cisco Unified Intelligence Center (Unified IC)
• Unified sign-on
• SELinux
• Cisco Mobile Skill Manager

High-level overview of the above-mentioned new features in Unified CCX Release 9.0(1) are explained below:

• Web Chat:Cisco 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 the 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, and SocialMiner to act 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. Additionally, it facilitates agent state changes and provides the real-time and historical reports for the Chat.
• Cisco Unified Intelligence Center (Unified IC): Unified IC is a web based reporting solution that provides historical reporting and customizable dashboards. Using Save As, you can modify stock reports by changing the order and names of the columns and by presenting the information graphically as gauges and charts. You can also import additional templates. Depending on the user role and Unified IC object permissions, you can:
  • Create, maintain, share, and view dashboards that display reports, report lists, sticky notes, scheduled reports, URLs, and widgets
  • Run historical reports from Cisco stock report templates
  • Copy (“Save As”) and modify the stock templates to create custom templates
  • Create views for the custom templates to display them as grids, charts, or gauges
  • View the status of the default data source that populates the stock templates
  • Create and maintain additional data sources for reports that are populated by databases other than Unified IC/Unified CCX database
  • Control access to the reports, reporting features, and data
  • Manage users and groups
• Unified sign-on: You can log in to Cisco Unified CCX Administration with the Application user in additional to the end user.

  Note	An end user is a user configured on the Unified CM with Administrator capability in Unified CCX. An Application user is a user configured during the installation of Unified CCX having administrator capability by default.

  If you log in as an Application user, you can seamlessly traverse between the following applications that display in the Navigation drop-down list box in top right corner of the Administration menu bar:
  • Cisco Unified CCX Administration
  • Cisco Unified CCX Serviceability
  • Cisco Desktop Administrator
  • Cisco Unified Serviceability

  Note	An Application User can log in to above four Unified CCX web applications even when Unified CM is down.

• SELinux: SELinux (Security Enhanced Linux) is used as the underlying platform security framework instead of CSA (Cisco Security Agent). By default, SELinux is installed in ENFORCED mode with a strict configuration. Application CLI commands have been provided to control and manage the security framework.
• Cisco Mobile Skill Manager: The Unified CCX supervisor can use the Cisco Mobile Skill Manager on a mobile device to remotely manage the skill data of all associated agents by modifying a team; adding, deleting, and updating skills and agents; and viewing agent and skill information. This application is not native and can run on smart phone browsers. Devices using Android 2.x and later, and iOS 2.x and later are supported. The total number of skills that can be configured using Cisco Mobile Skill Manager in Unified CCX Administration is 150. The total number of skills that can be assigned to an agent is 50.

Removal of Cisco Unified Communications Manager Express support

The Unified CCX deployment with Cisco Unified Communications Manager Express (Unified CME) is not supported from Unified CCX 9.0(1).

The following options are not available from Unified CCX 9.0(1):

• During the installation of Unified CCX 9.0(1), the user is not given an option to select the deployment type. By default, the Unified CCX is deployed with Unified CM only.
• The upgrade path from Unified CCX 7.x CME-based deployment to Unified CCX 9.0(1) is not supported. Unified CCX 9.0(1) W1 Pre-Upgrade Tool (PUT) displays an appropriate error message if you try to use this upgrade path.
• The L2 upgrade from Unified CCX 8.x CME-based deployment to Unified CCX 9.0(1) is disabled.

Seat and licensing usage

Note	Recording licenses are only available with the Unified CCX Enhanced or Premium packages.

Each Unified CCX Standard seat is licensed for concurrent use of one standard agent or one standard supervisor logging in as an agent. it includes a recording license, a Cisco Unified Communications phone agent and a concurrent license use of one standard historical reporting session. 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.

Each Unified CCX Enhanced seat is licensed for concurrent use of one standard agent or one enhanced supervisor or one enhanced supervisor logging in as an agent. it includes a concurrent license use of one enhanced historical reporting session and one call recording or playback license. 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.

Each Unified CCX Premium seat is licensed for concurrent use of one enhanced agent or one enhanced supervisor or one enhanced supervisor logging in as an agent. it includes a concurrent license use of one enhanced historical reporting session and one call recording or playback license. Each inbound voice seat provides two Advanced IVR port licenses.

The total number of seats is calculated as follows:

Total seats = Total concurrent agents + Total concurrent supervisors

Note	Additional Unified CCX Premium seats must be purchased when the number of concurrent Unified IP IVR ports required is larger than twice the number of seats as computed above.

You must purchase additional Unified CCX seats if the following situations apply:

• When the number of concurrent historical reporting sessions exceeds the number of seats as computed above.
• When the number of concurrent call recording or playback sessions exceeds the number of seats as computed above.

When using Unified CCX package licenses, consider the following factors:

1. Unified CCX packages are sold and licensed on a concurrent use basis. For example, if you have two shifts of 50 agents, you only need to purchase 50 agent licenses (not 100 licenses) for multiple users on a single specific PC.
2. All supported Unified CCX languages are included in all Unified CCX packages. To select languages as required, you can select them from the configuration page in AppAdmin.

Unified CCX products have different Unified IP IVR capabilities depending on the product purchased. The Unified CCX Standard and Enhanced products include a basic prompt and collect Unified IP IVR function that provides call queue points, custom messaging and prompting, music on hold, and the ability to collect and process telephone keypad key presses made by the customer in response to Unified IP IVR prompts. Unified CCX Premium provides a full featured Unified IP IVR port with database integration that enables integrated Unified IP IVR self-service applications with optional ASR and TTS as well as data directed ACD routing and screen pops.

Note	Refer to the Unified CCX Deployment Model for information regarding capacity constraints for Unified CCX deployments.

Multiple Unified CCX products installed on a server

All Unified CCX product packages are mutually exclusive. This means that only one of them can be installed at any point in time on a Cisco Media Convergence Server (MCS) or compatible partner servers. If more then one is installed, then priority is given to the package with the highest number at the left in the following list:

1. Unified IP IVR software
2. Unified CCX Standard
3. Unified CCX Enhanced
4. Unified CCX Premium

For example, the Unified CCX Standard package has a higher priority than Unified IP IVR, and if both are installed on the same Unified CCX server, you will only be able to use the Unified CCX Standard package.

Unified CCX package descriptions

Cisco Unified CCX license is available in the following three variations:

• Unified CCX Standard (designed for entry-level users)—Includes the steps necessary for creating basic Unified CCX applications including IP Phone Agent (IPPA) and skills-based routing and does not include Cisco Agent Desktop (CAD).
• Unified CCX Enhanced (designed for enterprise-level users)—Includes all functions of Unified CCX Standard, plus support for priority queuing. Includes a license to enable custom Java extensions.
• Unified CCX Premium—Adds full Unified IP IVR support (except for Unified ICM integration) including database integration, Voice eXtensible Markup Language (VoiceXML), HTML web integration, custom Java extensions, and e-Notification services such as email. The outbound feature is now bundled with the Premium package. You will receive one outbound seat free with each premium seat. The maximum number of outbound seats supported will be based on the hardware type. Web Chat is also offered with Unified CCX Premium seats.

Note	The Unified CCX Enhanced package and the Unified CCX Premium package are provisioned in the same way.

All Unified CCX solutions with Unified CM are tightly integrated with the Unified CM.

You can upgrade:

• Unified CCX Standard to Unified CCX Enhanced or Premium
• Unified CCX Enhanced to Unified CCX Premium

To add licenses, use the Unified CCX Control Center web page (from the Unified CCX administration menu bar, select System > Control Center > License Information > Add Licenses).

To change from one Unified CCX deployment model to another, you must complete a new install or rebuild the nodes. Specifically, to change from Unified CCX over LAN to Unified CCX over WAN, you must perform a fresh install of the Subscriber node and configure this as a subscriber node over the WAN.

Feature summary for Unified CCX packages

The following table lists the Unified CCX features supported in each Unified CCX package.

Table 1 Unified CCX features in each Unified CCX package

Feature	Feature Details	Standard	Enhanced	Premium
General system features with server software	Hardware Configuration	Cisco MCS and Cisco approved partner servers	Cisco MCS and Cisco approved partner servers	Cisco MCS and Cisco approved partner servers
	Software configuration	Microsoft Windows client-server software	Microsoft Windows client-server software	Microsoft Windows client-server software
	Supported Cisco Unified Communications Manager Refer to Cisco Unified CCX Compatibility Matrix for the latest list of supported Unified CMs.
	Operating systems	Unified Communications Operating System (UCOS)	Unified Communications Operating System (UCOS)	Unified Communications Operating System (UCOS)
	Maximum number of analog trunks	Unlimited (no software limitations)	Unlimited (no software limitations)	Unlimited (no software limitations)
	Maximum number of digital trunks	Unlimited (no software limitations)	Unlimited (no software limitations)	Unlimited (no software limitations)
	Maximum number of Cisco Unified Communications trunks	Unlimited (no software limitations)	Unlimited (no software limitations)	Unlimited (no software limitations)
	Maximum number of trunk groups	Unlimited (no software limitations)	Unlimited (no software limitations)	Unlimited (no software limitations)
	Call conferencing	Included	Included	Included
	Agent interdialing	Included	Included	Included
	Direct Outward Dialing (DOD)	Included	Included	Included
Integrated ACD features with server software		Included		Included
	Maximum number of configurable agents	400		400
	Maximum number of active agents (inbound + outbound)	400	400	400
	Maximum number of active Outbound campaigns	Not applicable	Not applicable	15
IntegratedACD features with server software (continued)	Maximum number of CSQs per Outbound campaign	Not applicable	Not applicable	10
	Maximum number of active contacts per Outbound campaign	Not applicable	Not applicable	10,000
	Maximum number of supervisor positions	42	42	42
	Maximum number of CSQs	150	150	150
	Maximum number of agents per CSQs	400	400	400
	ANI	Included	Included	Included
	DNIS	Included	Included	Included
	Route on skill	Not available	Included	Included
	Route on skill competency	Not available	Included	Included
	Conditional routing (time of day, day of week, custom variables and so on)	Included	Included	Included
	Overflow, interflow, intraflow routing	Included	Included	Included
	Custom Routing based on enterprise data (priority routing)	Not available	Not available	Included
	Dynamic priority queuing	Not available	Included	Included
	Maximum number of definable skill groups	Not available	150	150
	Maximum number of skills per agent	Not available	50	50
	Maximum number of routing programs	Unlimited (no software limitations)	Unlimited (no software limitations)	Unlimited (no software limitations)
	Maximum number of steps per routing program	Unlimited (no software limitations)	Unlimited (no software limitations)	Unlimited (no software limitations)
Integrated Unified IP IVR features with server software	Play messages to callers—music	Included using Unified CM Music On Hold server or .wav file	Included using Unified CM Music On Hold server or .wav file	Included using Unified CM Music On Hold server or .wav file
	Play messages to callers—prompts	Included using .wav file	Included using .wav file	Included using .wav file
	Play messages to callers—combine prompts, music and messages	Included fully customizable	Included fully customizable	Included fully customizable
Integrated Unified IP IVR features with server software (continued)	Capture and process callerDual Tone Multifrequency (DTMF) input	Included	Included	Included
	Capture and process caller DTMF input under VXML control	Not available	Not available	Included
	Automated attendant support	Included fully customizable	Included fully customizable	Included fully customizable
	Database integration	Not available	Not available	Included
	ASR - A dedicated, vendor-specific server that performs real-time ASR. (Optional)	Not available	Not available	Optional using Media Resource Control Protocol (MRCP)—order from external vendor such as Nuance, ScanSoft, and IBM WVS
	TTS - A dedicated, vendor-specific server that converts text into speech and plays it back to the caller. (Optional)	Not available	Not available	Optional using MRCP—order from external vendor such as Nuance, ScanSoft, and IBM WVS
	Real-time notification services (email, paging, fax)	Not available	Not available	Included--paging and fax required third-party services
	VoiceXML (VXML) for ASR, TTS, and DTMF	Not available	Not available	Included
	Read data from HTTP and XML pages	Included	Included	Included
	Run defined script using HTTP request	Not available	Not available	Included
	Integrated self-service application support	Not available	Not available	Included
Integrated CTI/screen pop features with Unified CCX seat license	PopANI/DNIS and customer defined script data into the enterprise data window	Included	Included	Included
	Automatically start any Microsoft Windows compatible application	Included	Included	Included
	Send information to any Microsoft Windows compatible application	Not available	Not available	included
	Provide database dip in support of screen pop	Not available	Not available	Included
Integrated PC-based agent desktop features with Unified CCX seat license	script automation/task buttons	Not available	Included	Included
	Popping third-party applications on events	Not available	Included	Included
	Recording and archiving of calls	Not available	Included	Included
	"Work" agent state for after call wrap-up activity	Not available	Included	Included
	"Chat" with supervisor or agents using instant messaging	Not available	Not available	Included
	Call log tracks call activity of incoming and outgoing calls	Included	Included	Included
	Agent log tracks agent state changes and other information	Included	Included	Included
	PC desktop control of agent/supervisor phone with phone directory	Included	Included	Included
	Support for Cisco Unified Communications--Cisco Unified Communications Phone not required for agents	Included	Included	Included
	Agent state buttons	Included	Included	Included
Integrated Cisco Unified Communications Phone-Based Agent Desktop features with Unified CCX Seat License	Refer to the Cisco Unified CCX Compatibility Matrix for the latest list of supported phones.	Included	Included	Included
	Log in/out	Included	Included	Included
	Ready/not ready	Included	Included	Included
	Supervisor desktop	Included	Included	Included
	Shows agent phone state	Included	Included	Included
	Agent can initiate on-demand recording	Not available	Included	Included
	Supervisor can silent monitor, barge-in, and intercept calls	Not available	Included	Included
Integrated PC-based supervisor desktop features with Unified CCX seat license	View agent activity in real time	Included	Included	Included
	View agent and skill group statistics	Included	Included	Included
	Chat—send text messages to any or all agents	Included	Included	Included
	Marquee—broadcast scrolling messages to agent	Included	Included	Included
	Support for IP communicator--Cisco Unified Communications phone not required for agent phone	Included	Included	Included
	Log out agent	Included	Included	Included
	Make agent ready	Included	Included	Included
	Coaching—provide agent guidance through chat	Included	Included	Included
	Silent monitoring—listen in on an agent's call	Not available	Included	Included
	Barge in—join in on an agent's conversation	Not available	Included	Included
	Intercept—Take a call from an agent	Not available	Included	Included
	Record—capture and archive call audio	Not available	Included	Included
Integrated historical reporting with Unified CCX seat license	Abandoned call detail activity report	Included	Included	Included
	Agent detail report	Included	Included	Included
	Agent login/logout activity report	Included	Included	Included
	Agent state summary report (by agent)	Included	Included	Included
	Agent summary report	Included	Included	Included
	Call custom variables report	Included	Included	Included
	Called number summary activity report	Included	Included	Included
	Chat agent detail report	Not available	Not available	Included
	Chat agent summary report	Not available	Not available	Included
	Chat CSQ activity report	Not available	Not available	Included
	Chat CSQ agent summary report	Not available	Not available	Included
	Chat traffic analysis report	Not available	Not available	Included
	Common skill Contact Service Queue (CSQ) activity report	Not available	Included	Included
	CSQ activity report (by CSQ)	Included	Included	Included
Integrated historical reporting with Unified CCX seat license (continued)	CSQ activity report (by interval)	Included	Included	Included
	CSQ activity report	Included	Included	Included
	CSQ service level report	Included	Included	Included
	Detailed call-by-call Contact Call Detail Record (CCDR) report	Included	Included	Included
	Detailed call, CSQ agent report	Included	Included	Included
	Priority summary activity report	Not available	Included	Included
	Skill routing activity report	Not available	Included	Included
	Unified IP IVR application performance analysis report	Included	Included	Included
	Unified IP IVR traffic analysis report	Included	Included	Included
Recording with Unified CCX seat license	On demand agent recording	Not available	Included	Included
	On demand supervisor recording	Not available	Included	Included
	"Always On" site recording	Not available--contact Cisco Contact Center recording partners	Not available--contact Cisco Contact Center recording partners	Not available--contact Cisco Contact Center recording partners
Administration	Browser based: administer from anywhere on your WAN	Included	Included	Included
	Web-enabled real-time reporting client	Included	Included	Included
	Full integration with Cisco NMS including SNMP support and alarm service	Included	Included	Included
	Support for third-party MIBs	Included	Included	Included
	Support for Cisco Campus Manager and Resource Management Essentials	Included	Included	Included
	Tracing and local logging	Included	Included	Included
Voice mail integration	Voice messaging interface	Optional (Cisco Unity)	Optional (Cisco Unity)	Optional (Cisco Unity)
	Maximum number of voice mailboxes supported	2,500	2,500	2,500
	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 voice mail	Included	Included	Included
	Unified messaging support	Optional (Cisco Unity)	Optional (Cisco Unity)	Optional (Cisco Unity)

The table below lists the Unified CCX features for Unified CCX 9.0(1) supported in each Unified CCX package.

Table 2 Unified CCX features for Unified CCX 9.0(1) supported in each Unified CCX package

Feature	Standard	Enhanced	Premium
Inbound Voice	Yes	Yes	Yes
High Availability	No	Yes	Yes
Outbound	No	No	Yes
Web Chat	No	No	Yes
Wrap-up code and reports	No	Yes	Yes
Cisco Unified Workforce Optimization:
Unified Quality Manager (QM) Unified Advanced Quality Manager (AQM) Unified Workforce Manager (WFM)	No	No	Yes
Unified Compliance Recording (CR)	Yes	Yes	Yes
Outbound IVR	No	No	Yes

Unified CCX subsystems supported by Unified CCX

The table below lists all the Unified CCX subsystems supported by Unified CCX.

Table 3 All the Unified CCX subsystems supported by Unified CCX

Subsystem Type	Purpose	Standard	Enhanced	Premium
Cisco Media Termination (CMT)	Configures CMT dialog control groups, which can be used to handle simple DTMF data collected from dialog interactions with customers. The Cisco Media subsystem uses dialog groups to organize and share resources among applications. A dialog group is a pool of dialog channels in which each channel is used to perform dialog interactions with a caller, during which the caller responds to automated prompts by pressing buttons on a touch-tone phone. Note    The term "Resources" in Unified CCX refers to "Agents" in a contact center.	Yes	Yes	Yes
Core Real-Time Report (RTR)	Provides real-time statistics for contacts, sessions, and applications.	Yes	Yes	Yes
Database	Enables the Unified CCX applications to obtain information from data sources, which are enterprise databases configured to communicate with the Unified CCX system. Also provides JDBC support—Unified CCX can access Oracle, Sybase, and IBM DB2 databases. Refer to the Cisco Unified CCX Compatibility Matrix for the latest versions of the database supported databases.	No	No	Yes
Email	Adds components to the Unified CCX Engine that allows it to send email messages	No	No	Yes
Enterprise server data	Allows scripts written in Unified CCX Release 9.0(1) to populate Enterprise Data fields in Unified CCX Release 9.0(1).	Yes	Yes	Yes
HTTP	Adds components to the Unified CCX Engine that allow it to respond to HTTP requests.	No	No	Yes
Unified CM Telephony	Manages the connection between the Unified CM, CTI Manager, and the Unified CCX Engine.	Yes	Yes	Yes
Web chat	Cisco 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 the Unified CCX. Unified CCX provides separate agent and supervisor web application, real-time, and historical reports for Chat.	No	No	Yes
Preview outbound	Configures contact centers for automated Outbound activities and allow agents who are not busy with inbound calls to perform Outbound calls	No	No	Yes
MRCP ASR ASR server software (required) ASR ports (at least one is required) The number of ASR ports must be less than or equal to the number of Unified IP IVR ports. If there are more ASR ports than Unified IP IVR ports, then the excess ports are automatically disabled. Multi-language ASR support must be purchased from a certified Cisco ASR vendor. This support is restricted by the Unified CCX languages that are selected. You can select additional supported languages from the language configuration page in appadmin. The certified Cisco ASR vendor is Nuance.	Allows a script to respond to voice input in addition to DTMF. This allows a caller to verbally convey information to the system for processing instead of pressing keys on a touch-tone telephone.	No	No	Yes
MRCP TTS TTS server software (required) TTS ports (at least one is required) Multi-language TTS support must be purchased from a certified Cisco TTS vendor	Composes voice prompts that are generated in real time from text, such as speaking the words in the text of an email message. TTS is primarily used to convey information obtained from a database or other source that is non-repetitive. Examples of such information include name and address verification. Although the TTS technology has improved greatly since its inception, the tone still sounds computer generated.	No	No	Yes
Resource Manager-Contact Manager (RmCm)	Allows Unified CCX to monitor agent phones, control agent states, route and queue calls, and manage the historical reporting feature.	Yes	Yes	Yes
Voice browser	Manages the voice browser function.	No	No	Yes
VoIP monitor	Enables remote recording and monitoring.	No	Yes	Yes
Outbound IVR	Dials out contacts and plays pre-defined IVR Prompts	No	No	Yes (optional)

Sample default Unified CCX scripts

In Unified CCX 9.0(1), uploaded scripts are stored in the Repository Datastore (RDS) database, along with prompts, grammars, and documents files. The scripts can also be grouped into folders and subfolders. When user scripts are uploaded into repository, they get synchronized to the local disk and are accessed from there.

This release also provides Unified CCX script templates (stored as .aef files). You can access these templates from both the Unified CCX server and from the Cisco.com web site. You can use them to create applications without performing any script development, or you can use them as models for your own customized scripts.

A sample script cannot be modified at any time. The included script templates are bundled with the Unified CCX system solely as samples, and are not supported by Cisco Systems. The icd.aef script is a basic Unified CCX script. It establishes a simple call queue and routes callers to a group of agents as the agents become available.

Refer to the Cisco Unified CCX Scripting and Development Series documents for more information on templates and scripts.

The Unified CCX Scripting and Development Series includes the following documents

• Volume 1, Getting Started with Cisco Unified CCX Scripting
• Volume 2, Cisco Unified CCX Editor Reference
• Volume 3, Cisco Unified CCX Expression Language Reference