-
Getting Started with Cisco Unified Contact Center Express Release 9.0(1)
-
Preface
-
About Unified CCX
-
Features enabled by product licensing
-
Unified CCX architecture
-
Basic contact flow concepts for a Unified CM deployment
-
Install and configure Unified CM for Unified CCX
-
Install and configure Unified CCX
-
Configure SocialMiner
-
Sample script icd.aef
-
Agent and supervisor desktops for Unified CCX
-
Monitoring and recording features for Unified CCX
-
Unified CCX reports
-
Unified CCX management
-
Index
-
Feedback
Contents
Preface
Audience
The Getting Started with Cisco Unified Contact Center Express book is written to ease the deployment process for application designers, system architects, engineers, and Cisco channel partners who wish to enhance the efficiency of their contact center organization and apply the best design practices for Unified CCX packages.
Organization
This guide consists of the following chapters.
Chapter
Description
About Unified CCX Explains key components of Unified CCX, and describes where Unified CCX fits into the Cisco Customer Contact management portfolio.
Features enabled by product licensing Provides a comparative list of all the Unified CCX features enabled by product licensing for each Unified CCX package.
Unified CCX architecture Describes the available deployment model for this Unified CCX package.
Basic contact flow concepts for a Unified CM deployment Provides information on Unified CCX concepts, call flows, and configuration dependencies.
Install and configure Unified CM for Unified CCX Provides information on installing and configuring the Unified CM for Unified CCX.
Install and configure Unified CCX Provides information on installing and configuring Unified CCX.
Sample script icd.aef Provides information on deploying the icd.aef script for Unified CCX.
Agent and supervisor desktops for Unified CCX Provides information on the Unified CCX agent and supervisor desktops.
Monitoring and recording features for Unified CCX Provides information on the dependencies to use the monitoring and recording features in Unified CCX.
Unified CCX reports Provides information on configuring the database connection for to facilitate historical reports and scheduling details for users.
Unified CCX management Provides information on managing the prompt, grammar, and document files, the central datastore, and Unified CCX repository.
The following web addresses provide additional information on Unified CCX.
NoteThe web addresses referenced in this guide were accurate at the time this guide was written but might change. If an address does not work, go to Cisco.com and search for the related document at the Search prompt.
For
See
the Unified Communications phone configuration checklist
The Phone Configuration Checklist section in the Cisco Unified Communications Phones chapter of the Unified CM System Guide at http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_maintenance_guides_list.html#anchor1
SIP Phone Support
Cisco SIP Phone 7960 Software
Refer to the Cisco Unified CCX Software and Hardware Compatibility Matrix for a complete list of agent phones supported this release. The latest version of this matrix is available at the following website:
An explanation on using the Cisco 7900 series phone
Unified CCX products and services, data sheets, case studies, and other documents
Cisco Unified Contact Center Express Co-Resident Bundle with Cisco Unified Communications Manager (Unified CM)
Q & A
Best practices, case studies, success stories, and customizable templates
How to perform Speed Deployments with Solution Reference Network Design (SRND) Guides
Skills and knowledge required to plan, design, implement, and operate
Unified CCX Specialist training course
How to install or upgrade Unified CCX
Installing Cisco Unified Contact Center Express Release 9.0(1) Guide at Unified CCX Install and Upgrade Guides
How to develop and program Unified CCX Scripts
Cisco Unified CCX Scripting and Development Series manuals at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_programming_reference_guides_list.html
How to troubleshoot Unified CCX
Troubleshooting Wiki page at http://docwiki.cisco.com/wiki/Troubleshooting_Unified_Contact_Center_Express
Technical Support and Documentation
Unified CCX Technical Support and Documentation at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html
Software compatibility information
Cisco Unified Contact Center Express Compatibility Information at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_device_support_tables_list.html
Interoperability information
Interoperability Portal at http://www.cisco.com/en/US/netsol/ns728/networking_solutions_program_category_home.html
Field Notices
Unified CCX Field Notices at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_field_notices_list.html
Translated Documents
Unified CCX Translated End User Guides at http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_translated_end_user_guides_list.html
Cisco Unified Communications and Voice Products
Cisco Unified Communications and Voice Products at http://www.cisco.com/en/US/products/sw/voicesw/index.html
Unified CM
Unified CCX
Glossary
For a complete list of terms used in Cisco Unified CCX and Cisco Unified IP IVR, see http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_technical_reference_list.html.
Related Documentation
Related Unified CCX documentation is available at the URL mentioned below:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html
Documentation and service requests
For information on obtaining documentation, submitting a service request, and gathering additional information, 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
Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS version 2.0.
