Table Of Contents

Symbols - Numerics - A - B - C - D - E - F - G - H - I - J - K - L - M - N - O - P - Q - R - S - T - U - V - W -

Index

Symbols

.NET CIL API 4-14

Numerics

802.1p 12-12, 12-13

802.1q 12-14

A

abandoned calls 9-11

ACD integration 2-50

ACLs 8-8

Active Directory (AD) 8-9

active time 9-2

ActiveX controls 4-14

AD 8-9

Administrative Workstation (AW) 1-14, 10-7, 12-34

Administrative Workstation Database (AWDB) 1-16, 1-17

Admin Workstation ConAPI Interface 3-16

advisor 7-1

after-call work time 9-2, 9-9

Agent/IVR Controller 1-21

agent based campaigns, call flow 5-4

Agent Desktop

additional information 4-49

bandwidth requirements 12-23, 12-27

bandwidth usage 12-31

base services 4-3, 4-47, 10-18

chat feature 4-3

components 4-1, 4-9

CTI OS 4-2

described 1-11, 4-1

Desktop Administrator 4-12

desktop applications 12-30

failover recovery 4-3

features supported 4-6

for mobile agents 6-10

mobility 4-5

monitoring console 4-12

offered by Cisco Partners 4-5

prepackaged CRM integrations 4-5

Recording and Playback Service 10-18

redundancy 3-54

required servers 10-4, 10-5

security 4-3, 8-19

service placement 12-33

settings 1-25

Siebel 4-16

silent monitoring 4-3

sizing 10-17

types of 4-4

user applications 4-7, 4-13

VoIP Monitor Service 10-18

Agent PG (APG) 10-8, 10-9, 10-16

Agent Reporting and Management (ARM) 1-20, 3-16

agents

average call time 9-2

conferences between 1-35

general 1-25

inputs to Capacity Tool 11-4

location of 6-7

login 1-26

manually entering the number of 9-9

mobile 6-1

mobility 4-5

number of 10-12

outbound 1-21

peripherals 2-3

recommended number 9-9

required number 9-16

settings 1-25

shrinkage 9-16

sizing 9-6, 9-13

staffing requirements 9-16

talk time 9-2

utilization 9-10

wrap-up time 9-2, 9-15

agent-to-agent conferences 1-35

AHT 9-2

All-Agents Monitor 4-16

All-Calls Monitor 4-16

alternate between calls 1-35

answered calls 9-10

antivirus applications 8-15

APG 10-8, 10-9, 10-16

API 1-20

Application Programming Interface (API) 1-20

AQT 9-10

architecture for

Cisco Unified Contact Center Enterprise (CCE) 1-1

Cisco Unified Mobile Agent 6-1

Unified CCE network 12-2

ARM 1-20, 3-16

ASA 9-10

authentication of devices 8-20

autoconfiguration 12-22

automated patch management 8-18

automatic call distribution (ACD) 2-50

availability of functions and features 3-1

average

after-call work time 9-9

call duration 9-10

call talk time 9-9

call treatment time 9-9

handle time (AHT) 9-2

queue time (AQT) 9-10

speed of answer (ASA) 9-10

AW 1-14, 10-7, 12-34

AWDB 1-16, 1-17

AW Distributor 10-11, 12-34

B

balancing server loads 11-11

bandwidth

calculation example 12-18

calculator 12-25

for Agent and Supervisor Desktop 12-23

for Cisco Agent Desktop 12-27, 12-31

for Cisco Agent Desktop applications 12-30

for Cisco Desktop Administrator 12-33

for Cisco Desktop Monitoring Console 12-33

for Cisco E-Mail Manager 12-36

for Cisco Supervisor Desktop 12-32

for clustering over the WAN 12-19

for CTI OS Agent Desktop 12-24

for Distributor AW 12-34

for private network 12-17

for public (visible) network 12-16

for report data 12-35

for reports 12-36

for silent monitoring 12-25, 12-27

for WebView server 12-35

latency requirements 12-9

PG requirements 12-21

provisioning 12-1, 12-16

worksheet for private network 12-17

Base Services for Cisco Agent Desktop 4-3, 10-18

best practices

CTI OS bandwidth 12-26

outbound dialers 5-2

security 8-5

sizing call center resources 9-17

BHCA 9-2, 9-8, 10-12

BHCC 9-10

BHT 9-3

blended agent 5-1

blended configuration 5-10

blind conference 1-33

blockage of calls 9-3, 9-9

broadband 2-47

Business Ready Teleworker 2-49

busy hour

call attempts (BHCA) 9-2, 9-8, 10-12

call completions (BHCC) 9-10

defined 9-2

traffic (BHT) 9-3

busy interval 9-2

C

C++ CIL API 4-14

CA 8-19

CAD 4-4

CAD-BE 4-4, 4-10

calculators

for call center resources 9-7

for CTI OS bandwidth 12-25

for Erlang values 9-6

call admission control 6-7

call-by-call dialing 6-3

call center terminology 9-1

call flow

agent based campaigns 5-4

IVR campaigns 5-5

call processing

centralized 2-15

distributed 2-22, 2-31

calls

abandoned 9-11

alternate 1-35

answered 9-10

blockage 9-3, 9-9

completed 9-10

conferences 1-31

duration 9-10

flow 1-6, 3-57

per interval 9-8

queuing 1-27, 1-30, 9-10

queuing on CVP 2-28, 2-38, 2-42

queuing on IPIVR 2-13, 2-14, 2-17, 2-21, 2-22, 2-24, 2-37

routing 1-26

timeline 9-4

transfers 1-31, 2-14, 2-17, 2-21, 2-24, 2-30

treatment 2-22, 2-28, 2-37, 2-38, 2-42, 9-11, 9-14

treatment time 9-9

treatment with CVP 2-13, 2-14, 2-17, 2-21, 2-30

treatment with IP IVR 2-13, 2-14, 2-17, 2-21, 2-24

types 10-14

wrap-up time 9-15

call transfer timelines 5-11

campaign manager 5-6

capacity

CiscoUnified Communications Manager Capacity Tool 11-3

of server platforms 11-3

planning tool 11-3

CCMP 13-1

CDA 4-7, 4-12

centralized call processing 2-15

certificate authority (CA) 8-19

certificate signing request (CSR) 8-19

chatting between agents 4-3

child/parent deployment model 2-7, 2-26, 3-54, 8-9

child site 3-56

Cisco Agent Desktop (CAD) 4-4

Cisco Agent Desktop (see Agent Desktop)

Cisco Agent Desktop Browser Edition (CAD-BE) 4-4, 4-10

Cisco Collaboration Server 1-21

Cisco Desktop Administrator (CDA) 4-7, 4-12, 12-33

Cisco Desktop Monitoring Console 12-33

Cisco E-Mail Manager 1-20, 12-36

Cisco IOS 12-14

Cisco Resource Manager 10-15

Cisco Security Agent 8-16

Cisco Supervisor Desktop (CSD) 4-5

Cisco Unified Communications Manager

Capacity Tool 11-3

clusters 11-2

described 1-3

failover 3-31, 3-43

high availability 3-8

recovery 3-43

redundancy 3-8

server capacity 11-3

sizing servers 11-1

supported server platforms 11-9

upgrading 11-12

with IPIVR 3-13

Cisco Unified Contact Center Management Portal 13-1

Cisco Unified Expert Advisor 7-1

Cisco Unified IP Phone Agent 4-4

Cisco Unified Mobile Agent (see Mobile Agent)

Citrix 4-17

classifying traffic 12-15

clients for routing 1-24

clustering over the WAN

bandwidth requirements 12-19

described 2-32

failover scenarios 2-44, 3-38

outbound dialers 5-9

with System PG 2-38

clusters

guidelines 11-6

redundancy 11-9

silent monitoring servers 4-23

sizing 11-2

codecs 6-8

collaboration 4-6

Collaboration Server 1-21, 3-16, 3-19

combination conferences 1-36

combining Unified CCE and IP Telephony 1-29

COM CIL API 4-14

components of Unified CCE 10-1

computer telephony integration (see CTI)

ConAPI 1-20

conferences

agent-to-agent 1-35

alternate 1-35

blind 1-33

consultative 1-34

described 1-31

inputs to Capacity Tool 11-5

multiple 1-36

non-ICM 1-35

reconnect 1-35

reporting 1-36

single step 1-33

transferring 1-36

Configuration Application Programming Interface (ConAPI) 1-20

Configuration Manager 1-14

connection profiles 4-25

consultative conference 1-34

Contact Center Management Portal 13-1

Content Services Switch (CSS) 1-4

co-residency 4-47

CRM 4-5, 6-13

cryptographic features i-xix

CSD 4-5

CSR 8-19

CSS 1-4

CTI

3rd-Party Controlled Lines 11-5

Desktop Toolkit 4-4, 4-5, 4-12

Driver for Siebel 4-4, 4-16

Manager 3-8, 3-11, 3-44

Object Server (see CTI OS)

route points 11-5

Server 1-7, 3-50

CTI 3rd-Party Controlled Lines 11-5

CTI Object Server (CTI OS) 1-13, 4-2

CTI OS

Agent Desktop 4-2, 12-24

bandwidth requirements 12-20

co-resident with PG 4-47

described 1-13

failover 3-51

Mobile Agent 6-12

toolkit 4-2

CTI Server 12-20

Customer Relationship Management (CRM) 4-5, 6-13

Customer Voice Portal (see CVP)

CVP

Call Control Server 3-15

call treatment 2-13, 2-14, 2-17, 2-21, 2-28, 2-30, 2-38, 2-42

described 1-4

design considerations 3-14

inputs to Capacity Tool 11-4

Media Server 3-15

queuing of calls 2-13, 2-14, 2-17, 2-21, 2-28, 2-30, 2-38, 2-42

sizing servers 10-10

Web Server 3-15

D

daisy-chained phones 4-48

data

center 3-55

for reports 1-16, 1-17

network 3-5

security 8-3

databases 10-15

defense-in-depth 8-3

demilitarized zone (DMZ) 3-19, 8-7

deployment models

agent peripherals 2-3

clustering over the WAN 2-32

described 2-1

for Mobile Agent 2-8

multi-site with centralized call processing 2-15

multi-site with distributed call processing 2-22

options 2-3

parent/child 2-7, 2-26, 3-54, 8-9

single site 2-11

SIP support 2-8

design tools 9-6

Desktop Administrator 12-33

Desktop Monitoring Console 4-12, 12-33

devices

authentication 8-20

targets 1-24

dialed number (DN) 1-26

Dialed Number Plan (DNP) 1-32

dial plans 1-32, 6-8

directory number (DN) 1-26

direct preview mode 5-3

distributed call processing 2-22, 2-31

distributed ICM 2-31

Distributor AW 10-11, 12-34

DMZ 3-19, 8-7

DN 1-26

DNP 1-32

double trunking 2-56, 2-57

DSCP 12-12, 12-13

dual links 2-43

duration of a call 9-10

E

ECC 10-15

E-Mail Manager 12-36

Email Manager 1-20, 3-16, 3-17

encrypted voice streams 4-48

encryption i-xix, 8-20

endpoints

for Mobile Agent 6-5

security 8-19

Enterprise CC peripherals 2-3

Enterprise CC PG 2-14, 2-21, 2-25, 2-31

Erlang

calculations 9-6, 9-7

defined 9-3

examples

bandwidth calculation 12-18

operating conditions assumed 10-3

QoS configurations 12-14

Expert Advisor 7-1

Export button in Unified CCE Resource Calculator 9-11

export data 12-22, 12-23

export regulations i-xix

Extended Call Context (ECC) 10-15

extensions for Unified Communications on same phone 1-29

F

factors to consider for sizing 10-12

failover

CiscoUnified Communications Manager 3-31

clustering over the WAN 2-44, 3-38

CTIOS 3-51

design considerations 3-1

ICM 3-32

recovery 3-43

scenarios 2-44, 3-31, 3-32, 3-38

fault tolerance 3-58, 6-14

firewalls

DMZ 8-7

factors 8-7

for Agent Desktop 4-45

host-based 8-3, 8-13

topology 8-8

flow

of calls 1-6, 3-57

of traffic 12-8, 12-24

G

gatekeepers 3-15

gateways

centralized 2-15, 2-37, 2-38

distributed 2-18, 2-22, 2-28, 2-42

inputs to Capacity Tool 11-5

port sizing 9-14

voice 3-14

glossary GL-1

grade of service 9-3

Gratuitous ARP 8-21

H

H.323 3-15

hardening

of phones 8-21

of servers 8-3

HA WAN 2-32, 2-44, 2-45, 12-19

HDS 1-16, 1-17, 3-61, 10-7, 10-11, 12-34

heartbeat 12-5

high availability 3-1, 5-12

highly available (HA) WAN 2-32, 2-44, 2-45, 12-19

Historical Data Server (HDS) 1-16, 1-17, 3-61, 10-7, 12-34

host-based firewall 8-3, 8-13

Hot Standby Router Protocol (HSRP) 12-7

how to mark traffic 12-11

HSRP 12-7

hubs 4-48

hybrid IP Telephony and Unified CCE system 1-29

I

ICCS 2-32, 12-20

ICM

Central Controller 1-7

components 1-7

described 1-5

distributed 2-31

failover recovery 3-44

failover scenarios 3-32

IPIVR redundancy 3-13

parent data center 3-55

private communications 2-43

redundancy 3-11

Router 12-14

routing clients 1-24

software modules 1-7

IIS 1-21

import data 12-22, 12-23

inbound

call center 9-12

call flow 3-57

infrastructure of the network 3-5, 12-2

input fields for resource calculators 9-8

installation of Windows 2000 8-5

integration

with ACD 2-50

with IVR 2-54

Intelligent Contact Management (see ICM)

Interactive Voice Response (see IVR)

interfaces

for Mobile Agent 6-10

SCI 1-5

Internet Information Service (IIS) 1-21

intra-cluster communication signaling (ICCS) 2-32, 12-20

IN transfer 1-4

intrusion prevention 8-4, 8-16

IOS 12-14

IP-based prioritization of traffic 12-5

IP Communications (IPC) Resource Calculators 9-7

IP Communicator 4-47

IP IVR

inputs to Capacity Tool 11-5

IP IVR

bandwidth requirements 12-19

described 1-5

failover recovery 3-43

high availability 3-12

ports 9-13

redundancy 3-12

with CiscoUnified Communications Manager 3-13

with ICM 3-13

IPPA 4-7, 4-10

IP Phone Agent (IPPA) 4-7, 4-10

IPSec 8-12

IP switching 1-4

IP Telephony

combined with Unified CCE 1-29

extensions 1-29

IVR

call treatment 2-22, 2-37

inputs to Capacity Tool 11-5

integration 2-54

ports 9-11

queuing of calls 2-22, 2-37

scripts 10-15

see also IP IVR

self-service applications 10-15

sizing servers 10-10

IVR campaigns, call flow 5-5

J

Java CIL API 4-14

JTAPI 1-18

JTAPI monitored devices 11-6

K

keep-alive message 12-5

L

labels 1-24

latency requirements 12-9, 12-11, 12-12, 12-13

Layer-3 devices 4-48

layers for security 8-3

LCC 10-18

level of service 9-3

load balancing 11-11

Logger 1-7, 3-46, 3-61, 10-7

logical call center (LCC) 10-18

logical partitioning 1-30

login 1-26

M

managed mode 8-17

management portal 13-1

manually entering the number of agents 9-9

MAPECC 12-23

MAPVAR 12-22, 12-23

marking

policy 12-15

traffic 12-11, 12-12, 12-13

media

Blender 1-21, 10-9

encryption 8-20

Media Routing (MR) 1-20

Media Routing (MR) Peripheral Gateway (PG) 3-16, 10-9

media termination point (MTP) 12-7

message flows 1-6, 4-24

Microsoft Internet Information Service (IIS) 1-21

Microsoft Office Communicator 7-5

Microsoft Terminal Services (MTS) 4-17

mix of CAD and CTI OS agents 4-47

Mobile Agent

Agent Desktop 6-10

architecture 6-1

call admission control 6-7

call scenarios 6-6

codecs 6-8

connection modes 6-3

CTIOS 6-12

customer relationship management (CRM) 6-13

described 4-5, 6-1

dial plan 6-8

endpoints supported 6-5

fault tolerance 6-14

interfaces 6-10

locations 6-7

music on hold 6-8

outbound dialer 5-12, 6-14

silent monitoring 6-13

sizing 6-15, 11-14

models for deployments 2-1

modes for outbound dialing 5-3

MoH 6-8

monitoring

console 4-12

Mobile Agent 6-13

performance 12-16

system performance 10-19

Monitor Mode 10-14

MR 1-20

MR PG 3-16, 10-9

MTP 12-7

MTS 4-17

multi-channel

design considerations 3-16

subsystems 1-20

multiple conferences 1-36

multiple dialer deployment 5-8

multi-site deployment

centralized call processing 2-15

distributed call processing 2-22

music on hold (MoH) 6-8

N

nailed-up agent connection 6-4

NAT 4-45, 8-8

network

infrastructure 3-5, 12-2

private 12-3, 12-9, 12-13, 12-17

public 12-3, 12-8, 12-11, 12-12, 12-16

segments 12-3

visible 12-3, 12-8, 12-11, 12-12, 12-16

Network Address Translation (NAT) 4-45, 8-8

network hubs 4-48

Network Interface Controller (NIC) 12-5

NIC 12-5

no answer 1-28

non-ICM conferences 1-35

O

on-demand recording 4-6

OPC 1-7

Open Peripheral Controller (OPC) 1-7

operating conditions assumed for sizing purposes 10-3

options for deployment models 2-3

Organizational Unit (OU) 8-10

OU 8-10

outbound dialing modes 5-3

Outbound Option

agent based campaigns 5-4

benefits 5-2

best practices 5-2

blended configuration 5-10

calculator 5-10

call transfer timelines 5-11

campaign manager 5-6

clustering over the WAN 5-9

configuration 5-10

deployment 5-7

described 5-1

dialer throttling and CiscoUnified Communications Manager 5-11

dialing modes 5-3

distributed deployment 5-9

enterprise deployment 5-7

for mobile agents 5-12, 6-14

functional description 5-3

high availability 3-24, 5-12

high-level components 5-1

IVR campaigns 5-5

multiple dialer deployment 5-8

processes 5-1

references 5-12

single dialer deployment 5-7

voice gateway proximity 5-9

outpulse transfer 1-4

output fields for resource calculators 9-9

overview of Unified CCE architecture 1-1

P

parent/child deployment model 2-7, 2-26, 3-54, 8-9

parent data center 3-55

Partner agent desktops 4-5

patch management 8-4, 8-17

PBX transfers 2-54

percent blockage 9-3, 9-9

performance monitoring 10-19, 12-16

perimeter security 8-3

Peripheral Gateway (see PG)

Peripheral Interface Manager (see PIM)

peripherals

Enterprise CC 2-3

options for deployment models 2-3

Unified CCE system 2-3

personal callback mode 5-3

PG

bandwidth requirements 12-21

design considerations 3-26

Enterprise CC 2-14, 2-21, 2-25, 2-31

for CiscoUnified Communications Manager 3-44

for Voice Response Unit 3-45

mix of CAD and CTI OS agents 4-47

QoS requirements 12-14

server options 10-15

sizing 10-17

Unified CCE System 2-12, 2-20, 2-25, 2-30, 2-38

phones, hardening for security 8-21

physical security 8-3

PIM

described 1-7

design considerations 3-26

failover scenarios 3-31

sizing 10-17

PKI 8-19

placement of Cisco Agent Desktop service 12-33

platform capacity 11-3

policy for queuing 12-15

ports

for call treatment 9-11

for IVR 9-11

for queuing 9-11

IPIVR 9-13

sizing 9-14

TCP/IP 8-7

post-route

call flow 3-58

option 1-33

predictive mode 5-3

pre-routing 1-24

preview model 5-3

prioritization of traffic 12-5

private

communications 2-43

IP addressing 8-8

network 12-3, 12-9, 12-13, 12-17

profiles for connection to silent monitoring service 4-25

Progger 10-6

progressive mode 5-3

project identification 9-8

protocols

SCCP 2-17

TCP 12-5

UDP 12-5

provider of silent monitoring 12-27

provisioning (see sizing)

PSTN

transfers 1-36, 2-56

trunk utilization 9-11

Public Key Infrastructure (PKI) 8-19

public network 12-3, 12-8, 12-11, 12-12, 12-16

Q

Q.SIG 2-8

QoS

configuration examples 12-14

for Agent Desktop 4-3

for clustering over the WAN 12-19

marking policy 12-15

performance monitoring 12-16

planning 12-10

queuing policy 12-15

recommendations 12-1, 12-10

traffic marking 12-11, 12-12, 12-13

traffic prioritization 12-5

trust 12-14

Quality of Service (see QoS)

queuing of calls

described 9-4, 10-14

on CVP 2-28, 2-38, 2-42

on IPIVR 2-13, 2-14, 2-17, 2-21, 2-22, 2-24, 2-37

percentage of calls queued 9-10

policies 12-15

scenarios 1-30

with translation routing 1-27

queuing policy 12-15

R

Real-Time Distributor (RTD) 3-48

real-time reporting 10-15

recommended number of agents 9-9

reconnect 1-35

Recording and Playback Service for Cisco Agent Desktop 10-18

recovery from failover 3-43

redundancy

Agent Desktop 3-54

cluster configurations 11-9

CTI Manager 3-11

CTI OS 3-51

design considerations 3-1

remote agents 2-47

Remote Silent Monitoring (RSM) 4-27

Remote Switched Port Analyzer (RSPAN) 10-18

reports

bandwidth 12-36

conferences 1-36

data 1-16, 1-17

data bandwidth 12-35

effect on sizing 10-15

Historical Data Server 3-61

Logger 3-61

parent/child 3-60

requestor of silent monitoring 12-27

reroute on no answer (RONA) 1-24, 1-28

resource reservation protocol (RSVP) 12-7

resources

calculators 9-7

sizing 9-1

Rogger 10-7

RONA 1-24, 1-28

ROUTE_SELECT 12-22, 12-23

Router 1-7, 3-46, 10-7

routing

calls 1-26

clients 1-24

request 1-33

scripts 1-26

translation 1-27

translation route pool 10-14

RSM 4-27

RSPAN 10-18

RSVP 12-7

RTD 3-48

Run VRU scripts 10-14

S

SAFE Blueprint 8-2

SCCE 1-21, 2-4, 5-10

SCCP 2-17

SCI 1-5

Script Editor 1-14

scripts 1-26

SDK 4-12

security

additional information 8-6

antivirus applications 8-15

best practices 8-5

considerations 8-1

endpoints 8-19

layers 8-3

patches 8-17

platform differences 8-4

virus protection 8-3, 8-15

Security Agent 8-16

segments of a network 12-3

servers

capacity planning 11-3

defined 9-2

hardening 8-3

load balancing 11-11

Peripheral Gateway (PG) 10-15

redundancy 11-9

required for Cisco Agent Desktop 10-5

required for CTI Desktop 10-4

sizing 10-1, 11-1

supported platforms 11-9

service

grade 9-3

level 9-3

service level goal (SLG) 9-9

Service Control Interface (SCI) 1-5

service level goal (SLG) 9-9

Services Management Console (SMC) 4-7

settings for agent desktop 1-25

shrinkage of agent staffing 9-16

Siebel 4-16

silent monitoring 4-3, 4-18, 6-13, 12-25, 12-27

single dialer deployment 5-7

single link 2-44

single-site deployment model 2-11

single-step conference 1-33

SIP support 2-8

site-to-site communications 2-43

sizing

agents 9-6, 9-13

bandwidth 12-1, 12-16

basic example 9-12

best practices 9-17

calculator 5-10, 9-7, 10-1

call center resources 9-1

call treatment example 9-14

Cisco Agent Desktop 10-17

Cisco Unified Communications Manager servers 11-1

clusters 11-2, 11-6

factors to consider 10-12

gateway ports 9-14

inbound call center 9-12

IPIVR ports 9-13

mobile agents 6-15, 11-14

Peripheral Gateway (PG) 10-17

Peripheral Interface Manager (PIM) 10-17

ports 9-14

PSTN trunks 9-7, 9-14

tools 5-10, 9-7, 10-1

Unified CCE components and servers 10-1, 10-6

wrap-up time example 9-15

skill groups 1-25, 10-12, 10-14

Skinny Client Control Protocol (SCCP) 2-17

SLG 9-9

SMC 4-7

softphone 1-11

Software Development Kit (SDK) 4-12

SPAN 10-18

staffing considerations 9-16

standalone mode 8-17

state control 1-26

Supervisor Desktop

bandwidth requirements 12-23

bandwidth usage 12-32

described 4-11

prepackaged CRM integrations 4-5

types of 4-5

supervisors 10-13

supported server platforms 11-9

support tools node agent 8-8

Switched Port Analyzer (SPAN) 10-18

switching 1-4

System CCE 1-21, 2-4, 5-10

system performance monitoring 10-19

T

Takeback N Transfer (TNT) 1-36

talk time 9-2

target devices 1-24

task automation 4-6

Task Event Services (TES) 3-16

TCP 12-5

TCP/IP ports 8-7

TDM 1-5

teams 10-13

terminology 9-1

TES 3-16

third-party applications 8-17

throttling dialers 5-11

time-division multiplexing (TDM) 1-5

timeline for calls 9-4

time on a call 9-2

TNT 1-36

tolerance 3-58, 9-9

tolerance time for abandoned calls 9-11

toll bypass 1-30

tools for designing an Unified CCE solution 9-6

topology

best practices 8-8

port blocking 8-8

traffic

classification 12-15

flow 12-8, 12-24

in a bust hour 9-3

marking 12-11, 12-12, 12-13

marking policy 12-15

prioritization 12-5

queuing policy 12-15

types of 12-2

where to mark 12-10

transfer connect 1-36

transfers

conference calls 1-36

described 1-31

inputs to Capacity Tool 11-5

multi-site deployments with centralized call processing 2-17, 2-21

multi-site deployments with distributed call processing 2-24

single-site deployments 2-14

using CiscoUnified Communications Manager 2-57

using PBX 2-54

using PSTN 1-36, 2-56

translation route pool 10-14

Translation Route to VRU 1-27

translation routing 1-27, 10-14

Transmission Control Protocol (TCP) 12-5

treatment of calls

average treatment time 9-9

by CVP 2-13, 2-14, 2-17, 2-21, 2-28, 2-38, 2-42

by IP IVR 2-13, 2-14, 2-17, 2-21, 2-22, 2-24, 2-37, 9-14

sizing example 9-14

treatment time 9-9

trunks

double trunking 2-56, 2-57

required number 9-11

sizing 9-7, 9-14

trust 12-14

types of dial plans 1-32

U

UDP 12-5

Unified CCE

architecture 1-1

call flows 1-6

clusters 11-6

combined with IP Telephony 1-29

components 10-2

component sizing 10-6

configuration 5-10

Express 3-56

extensions 1-29

message flows 1-6

outbound dialer configuration 5-10

Outbound Option 1-21, 3-24

overview 1-1

Reporting 1-16

security 8-1

sizing tool 5-10, 10-1

system peripherals 2-3

System PG 2-12, 2-20, 2-25, 2-30, 2-38

UnifiedCCMP 13-1

UnifiedCM (see Cisco Unified Communications Manager)

Unified Communications Manager (see Cisco Unified Communications Manager)

Unified Expert Advisor 7-1

Unified System CCE 1-21, 2-4, 5-10

upgrading CiscoUnified Communications Manager 11-12

user applications 4-7

User Datagram Protocol (UDP) 12-5

User List Tool 12-36

V

V3PN 2-47

virus protection 8-3, 8-15

visible network 12-3, 12-8, 12-11, 12-12, 12-16

Voice and Video Enabled IPSec VPN (V3PN) 2-47

Voice Browser 10-10

voice gateways

centralized 2-15, 2-37, 2-38

distributed 2-18, 2-22, 2-28, 2-42

functions 3-14

inputs to Capacity Tool 11-5

ports 9-14

proximity 5-9

Voice Response Unit (VRU) 1-27, 3-45, 10-8, 10-14

VoIP Monitor Service for Cisco Agent Desktop 10-18

VRU 1-27, 3-45, 10-8, 10-14

W

wait before abandon 9-9

WAN

clustering over 2-32, 12-19

highly available 2-32, 2-44, 2-45, 12-19

WebView (WV)

bandwidth requirements 12-34, 12-35

described 1-16

reporting 1-16, 10-11

Reporting Server 10-7

where to mark traffic 12-10

Windows 2000 Server installation 8-5

Windows IPSec 8-8

workflow automation 4-6

worksheet for calculating private network bandwidth 12-17

wrap-up time 9-2, 9-15

WV 1-16, 10-11, 12-34