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 2-43

ACLs 8-8

Active Directory (AD) 8-9

active time 9-2

ActiveX controls 4-14

AD 8-9

Administrative Workstation (AW) 1-12, 10-8, 12-34

Administrative Workstation Database (AWDB) 1-13, 1-14

Admin Workstation ConAPI Interface 3-16

advisor 7-1

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

Agent/IVR Controller 1-18

agent based campaigns, call flow 5-4

Agent Desktop

additional information 4-47

bandwidth requirements 12-23, 12-27

bandwidth usage 12-31

base services 4-3, 4-45, 10-19

chat feature 4-3

components 4-1, 4-9

CTI OS 4-2

described 1-9, 4-1

Desktop Administrator 4-12

desktop applications 12-30

failover recovery 4-3

features supported 4-6

for mobile agents 6-8

mobility 4-5

monitoring console 4-12

offered by Cisco Partners 4-5

prepackaged CRM integrations 4-5

Recording and Playback Service 10-20

redundancy 3-45

required servers 10-4, 10-5, 10-6

security 4-3, 8-19

service placement 12-33

settings 1-21

Siebel 4-16

silent monitoring 4-3

sizing 10-19

types of 4-4

user applications 4-7, 4-13

VoIP Monitor Service 10-19

Agent PG (APG) 10-9, 10-10, 10-17, 10-18

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

agents

average call time 9-2

conferences between 1-30

general 1-21

inputs to Capacity Tool 11-3

location of 6-6

login 1-21

manually entering the number of 9-9

mobile 6-1

mobility 4-5

number of 10-14

outbound 1-18

peripherals 2-2

recommended number 9-9

required number 9-16

settings 1-21

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 1-30

AHT 9-2

All-Agents Monitor 4-16

All-Calls Monitor 4-16

alternate between calls 1-30

answered calls 9-10

antivirus applications 8-15

APG 10-9, 10-10, 10-17, 10-18

API 1-16

Application Programming Interface (API) 1-16

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 1-16, 3-16

ASA 9-10

authentication of devices 8-20

autoconfiguration 12-22

automated patch management 8-18

automatic call distribution (ACD) 2-43

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 1-12, 10-8, 12-34

AWDB 1-13, 1-14

AW Distributor 10-12, 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 12-16

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 12-20

provisioning 12-1, 12-16

worksheet for private network 12-17

Base Services for Cisco Agent Desktop 4-3, 10-19

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, 10-14

BHCC 9-10

BHT 9-3

blended agent 5-1

blended configuration 5-10

blind conference 1-28

blockage of calls 9-3, 9-9

broadband 2-39

Business Ready Teleworker 2-42

busy hour

call attempts (BHCA) 9-2, 9-8, 10-14

call completions (BHCC) 9-10

defined 9-1

traffic (BHT) 9-3

busy interval 9-1

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 9-5

call admission control 6-6

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 2-11

distributed 2-18, 2-27

calls

abandoned 9-11

alternate 1-30

answered 9-10

blockage 9-3, 9-9

completed 9-10

conferences 1-26

duration 9-10

flow 1-5, 3-48

per interval 9-8

queuing 1-22, 1-25, 9-10

queuing on CVP 2-24, 2-34, 2-35

queuing on IPIVR 2-9, 2-13, 2-16, 2-17, 2-18, 2-20, 2-32

routing 1-21

timeline 9-4

transfers 1-26, 2-10, 2-13, 2-17, 2-20, 2-26

treatment 2-18, 2-24, 2-32, 2-34, 2-35, 9-11, 9-14

treatment time 9-9

treatment with CVP 2-9, 2-10, 2-13, 2-17, 2-26

treatment with IP IVR 2-9, 2-13, 2-16, 2-17, 2-20

types 10-16

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

CDA 4-7, 4-12

centralized call processing 2-11

certificate authority (CA) 8-19

certificate signing request (CSR) 8-19

chatting between agents 4-3

child/parent deployment model 2-5, 2-22, 3-45, 8-9

child site 3-47

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 1-17

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

Cisco Desktop Monitoring Console 12-33

Cisco E-Mail Manager 1-17, 12-36

Cisco IOS 12-13

Cisco Resource Manager 10-17

Cisco Security Agent 8-16

Cisco Supervisor Desktop (CSD) 4-5

Cisco Unified Communications Manager

Capacity Tool 11-3

clusters 11-1

described 1-2

failover 3-24, 3-35

high availability 3-8

recovery 3-35

redundancy 3-8

server capacity 11-3

sizing servers 11-1

supported server platforms 11-8

upgrading 11-11

with IPIVR 3-13

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 12-14, 12-15

clients for routing 1-19, 1-20

clustering over the WAN

bandwidth requirements 12-19

described 2-28

failover scenarios 2-38, 3-30

outbound dialers 5-9

with System PG 2-37

clusters

guidelines 11-5

redundancy 11-9

silent monitoring servers 4-23

sizing 11-1

codecs 6-7

collaboration 4-6

Collaboration Server 1-17, 3-16, 3-19

combination conferences 1-31

combining Unified CCE and IP Telephony 1-24

COM CIL API 4-14

components of Unified CCE 10-1

computer telephony integration (see CTI)

ConAPI 1-16

conferences

agent-to-agent 1-30

alternate 1-30

blind 1-28

consultative 1-29

described 1-26

inputs to Capacity Tool 11-5

multiple 1-31

non-ICM 1-30

reconnect 1-30

reporting 1-31

single step 1-28

transferring 1-31

Configuration Application Programming Interface (ConAPI) 1-16

Configuration Manager 1-12

connection profiles 4-25

consultative conference 1-29

Content Services Switch (CSS) 1-3

co-residency 4-45

CRM 4-5, 6-11

cryptographic features i-xvii

CSD 4-5

CSR 8-19

CSS 1-3

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, 3-36

Object Server (see CTI OS)

route points 11-4

Server 1-7, 3-41

CTI 3rd-Party Controlled Lines 11-5

CTI Object Server (CTI OS) 1-11, 4-2

CTI OS

Agent Desktop 4-2, 12-24

bandwidth requirements 12-19

co-resident with PG 4-45

described 1-11

failover 3-42

Mobile Agent 6-10

toolkit 4-2

CTI Server 12-19

Customer Relationship Management (CRM) 4-5, 6-11

Customer Voice Portal (see CVP)

CVP

Call Control Server 3-15

call treatment 2-9, 2-10, 2-13, 2-17, 2-24, 2-26, 2-34, 2-35

described 1-3

design considerations 3-14

inputs to Capacity Tool 11-4

Media Server 3-15

queuing of calls 2-9, 2-10, 2-13, 2-17, 2-24, 2-26, 2-34, 2-35

sizing servers 10-12

Web Server 3-15

D

daisy-chained phones 4-46

data

center 3-46

for reports 1-13, 1-14

network 3-5

security 8-3

databases 10-17

defense-in-depth 8-2

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

deployment models

agent peripherals 2-2

clustering over the WAN 2-28

described 2-1

for Mobile Agent 2-7

multi-site with centralized call processing 2-11

multi-site with distributed call processing 2-18

options 2-2

parent/child 2-5, 2-22, 3-45, 8-9

single site 2-7

SIP support 2-6

design tools 9-5

Desktop Administrator 12-33

Desktop Monitoring Console 4-12, 12-33

devices

authentication 8-20

targets 1-20

dialed number (DN) 1-21

Dialed Number Plan (DNP) 1-27

dial plans 1-27, 6-6

directory number (DN) 1-21

direct preview mode 5-3

distributed call processing 2-18, 2-27

distributed ICM 2-27

Distributor AW 10-12, 12-34

DMZ 3-19, 8-7

DN 1-21

DNP 1-27

double trunking 2-48, 2-49

DSCP 12-12, 12-13

dual links 2-36

duration of a call 9-10

E

ECC 10-17

E-Mail Manager 12-36

Email Manager 1-17, 3-16, 3-17, 10-11

encrypted voice streams 4-46

encryption i-xvii, 8-20

endpoints

for Mobile Agent 6-4

security 8-19

Enterprise CC peripherals 2-3

Enterprise CC PG 2-9, 2-17, 2-21, 2-27

Erlang

calculations 9-5, 9-6, 9-7

defined 9-2

examples

bandwidth calculation 12-18

operating conditions assumed 10-3

QoS configurations 12-13

Expert Advisor 7-1

Export button in Unified CCE Resource Calculator 9-11

export data 12-21, 12-23

export regulations i-xvii

Extended Call Context (ECC) 10-17

extensions for Unified Communications on same phone 1-24

F

factors to consider for sizing 10-14

failover

CiscoUnified Communications Manager 3-24

clustering over the WAN 2-38, 3-30

CTIOS 3-42

design considerations 3-1

ICM 3-25

recovery 3-35

scenarios 2-38, 3-24, 3-25, 3-30

fault tolerance 3-49, 6-12

firewalls

DMZ 8-7

factors 8-7

for Agent Desktop 4-43

host-based 8-3, 8-13

topology 8-8

flow

of calls 1-5, 3-48

of traffic 12-8, 12-24

G

gatekeepers 3-15

gateways

centralized 2-11, 2-32, 2-34

distributed 2-13, 2-18, 2-24, 2-35

inputs to Capacity Tool 11-4

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 2-28, 2-38, 2-39, 12-19

HDS 1-13, 1-14, 3-51, 10-8, 10-12, 12-34

heartbeat 12-5

high availability 3-1, 5-12

highly available (HA) WAN 2-28, 2-38, 2-39, 12-19

Historical Data Server (HDS) 1-13, 1-14, 3-51, 10-8, 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 4-46

hybrid IP Telephony and Unified CCE system 1-24

I

ICC 2-28

ICCS 12-20

ICM

Central Controller 1-7

components 1-7

described 1-4

distributed 2-27

failover recovery 3-36

failover scenarios 3-25

IPIVR redundancy 3-13

parent data center 3-46

private communications 2-36

redundancy 3-11

Router 12-13

routing clients 1-19

software modules 1-7

IIS 1-18

import data 12-21, 12-23

inbound

call center 9-12

call flow 3-48

infrastructure of the network 3-5, 12-2

input fields for resource calculators 9-8

installation of Windows 2000 8-5

integration

with ACD 2-43

with IVR 2-46

Intelligent Contact Management (see ICM)

Interactive Voice Response (see IVR)

interfaces

for Mobile Agent 6-8

SCI 1-4

Internet Information Service (IIS) 1-18

intra-cluster communications (ICC) 2-28

intra-cluster communication signaling (ICCS) 12-20

IN transfer 1-3

intrusion prevention 8-3, 8-16

IOS 12-13

IP-based prioritization of traffic 12-5

IP Communications (IPC) Resource Calculators 9-7

IP Communicator 4-45

IP IVR

inputs to Capacity Tool 11-4

IP IVR

bandwidth requirements 12-19

described 1-4

failover recovery 3-36

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 1-3

IP Telephony

combined with Unified CCE 1-24

extensions 1-24

IVR

call treatment 2-18, 2-32

inputs to Capacity Tool 11-4

integration 2-46

ports 9-11

queuing of calls 2-18, 2-32

scripts 10-16

see also IP IVR

self-service applications 10-16

sizing servers 10-12

IVR campaigns, call flow 5-5

J

Java CIL API 4-14

JTAPI 1-14

JTAPI monitored devices 11-5

K

keep-alive message 12-5

L

labels 1-20

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

Layer-3 devices 4-46

layers for security 8-2

LCC 10-19

level of service 9-3

load balancing 11-11

Logger 1-7, 3-38, 3-51, 10-8

logical call center (LCC) 10-19

login 1-21

M

managed mode 8-16

manually entering the number of agents 9-9

MAPECC 12-23

MAPVAR 12-21, 12-23

marking

policy 12-15

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

media

Blender 1-17, 10-10

encryption 8-20

Media Routing (MR) 1-16

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

media termination point (MTP) 12-7

message flows 1-5, 4-24

Microsoft Internet Information Service (IIS) 1-18

Microsoft Office Communicator 7-5

Microsoft Terminal Services (MTS) 4-17

mix of CAD and CTI OS agents 4-45

Mobile Agent

Agent Desktop 6-8

architecture 6-1

call admission control 6-6

call scenarios 6-5

codecs 6-7

connection modes 6-3

CTIOS 6-10

customer relationship management (CRM) 6-11

described 4-5, 6-1

dial plan 6-6

endpoints supported 6-4

fault tolerance 6-12

interfaces 6-8

locations 6-6

music on hold 6-7

outbound dialer 5-12, 6-12

silent monitoring 6-11

sizing 6-13, 11-12

models for deployments 2-1

modes for outbound dialing 5-3

MoH 6-7

monitoring

console 4-12

Mobile Agent 6-11

performance 12-16

system performance 10-20

Monitor Mode 10-15

MR 1-16

MR PG 3-16, 10-10

MTP 12-7

MTS 4-17

multi-channel

design considerations 3-16

subsystems 1-16

multiple conferences 1-31

multiple dialer deployment 5-8

multi-site deployment

centralized call processing 2-11

distributed call processing 2-18

music on hold (MoH) 6-7

N

nailed-up agent connection 6-3

NAT 4-43, 8-8

network

infrastructure 3-5, 12-2

private 12-3, 12-9, 12-12, 12-13, 12-16

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) 4-43, 8-8

network hubs 4-46

Network Interface Controller (NIC) 12-5

NIC 12-5

no answer 1-24

non-ICM conferences 1-30

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 2-2

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 5-10

dialing modes 5-3

distributed deployment 5-9

enterprise deployment 5-7

for mobile agents 5-12, 6-12

functional description 5-3

high availability 3-20, 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 1-3

output fields for resource calculators 9-9

overview of Unified CCE architecture 1-1

P

parent/child deployment model 2-5, 2-22, 3-45, 8-9

parent data center 3-46

Partner agent desktops 4-5

patch management 8-3, 8-17

PBX transfers 2-46

percent blockage 9-3, 9-9

performance monitoring 10-20, 12-16

perimeter security 8-3

Peripheral Gateway (see PG)

Peripheral Interface Manager (see PIM)

peripherals

Enterprise CC 2-3

options for deployment models 2-2

Unified CCE system 2-3

personal callback mode 5-3

PG

bandwidth requirements 12-20

design considerations 3-22

Enterprise CC 2-9, 2-17, 2-21, 2-27

for CiscoUnified Communications Manager 3-36

for Voice Response Unit 3-37

mix of CAD and CTI OS agents 4-45

QoS requirements 12-13

server options 10-17

sizing 10-18

Unified CCE System 2-8, 2-16, 2-21, 2-27, 2-37

phones, hardening for security 8-21

physical security 8-2

PIM

described 1-7

design considerations 3-22

failover scenarios 3-24

sizing 10-18

PKI 8-19

placement of Cisco Agent Desktop service 12-33

platform capacity 11-3

policy for queuing 12-14

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 3-49

option 1-28

predictive mode 5-3

pre-routing 1-19

preview model 5-3

prioritization of traffic 12-5

private

communications 2-36

IP addressing 8-8

network 12-3, 12-9, 12-12, 12-13, 12-16

profiles for connection to silent monitoring service 4-25

Progger 10-7

progressive mode 5-3

project identification 9-8

protocols

SCCP 2-12

TCP 12-5

UDP 12-5

provider of silent monitoring 12-27

provisioning (see sizing)

PSTN

transfers 1-31, 2-48

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 2-6

QoS

configuration examples 12-13

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 12-14

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 9-3, 10-16

on CVP 2-24, 2-34, 2-35

on IPIVR 2-9, 2-13, 2-16, 2-17, 2-18, 2-20, 2-32

percentage of calls queued 9-10

policies 12-14

scenarios 1-25

with translation routing 1-22

queuing policy 12-14

R

Real-Time Distributor (RTD) 3-40

real-time reporting 10-16

recommended number of agents 9-9

reconnect 1-30

Recording and Playback Service for Cisco Agent Desktop 10-20

recovery from failover 3-35

redundancy

Agent Desktop 3-45

cluster configurations 11-9

CTI Manager 3-11

CTI OS 3-42

design considerations 3-1

remote agents 2-39

Remote Silent Monitoring (RSM) 4-25

Remote Switched Port Analyzer (RSPAN) 10-19

reports

bandwidth 12-36

conferences 1-31

data 1-13, 1-14

data bandwidth 12-35

effect on sizing 10-16

Historical Data Server 3-51

Logger 3-51

parent/child 3-50

requestor of silent monitoring 12-27

reroute on no answer (RONA) 1-20, 1-24

resource reservation protocol (RSVP) 12-7

resources

calculators 9-7

sizing 9-1

Rogger 10-8

RONA 1-20, 1-24

ROUTE_SELECT 12-21, 12-23

Router 1-7, 3-38, 10-8

routing

calls 1-21

clients 1-19, 1-20

request 1-28

scripts 1-21

translation 1-22

translation route pool 10-16

RSM 4-25

RSPAN 10-19

RSVP 12-7

RTD 3-40

Run VRU scripts 10-16

S

SAFE Blueprint 8-1

SCCE 5-10

SCCP 2-12

SCI 1-4

Script Editor 1-12

scripts 1-21

SDK 4-12

security

additional information 8-6

antivirus applications 8-15

best practices 8-5

considerations 8-1

endpoints 8-19

layers 8-2

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) 10-17

redundancy 11-9

required for Cisco Agent Desktop 10-6

required for CTI Desktop 10-4, 10-5

sizing 10-1, 11-1

supported platforms 11-8

service

grade 9-3

level 9-3

service level goal (SLG) 9-9

Service Control Interface (SCI) 1-4

service level goal (SLG) 9-9

Services Management Console (SMC) 4-7

settings for agent desktop 1-21

shrinkage of agent staffing 9-16

Siebel 4-16

silent monitoring 4-3, 4-18, 6-11, 12-25, 12-27

single dialer deployment 5-7

single link 2-37

single-site deployment model 2-7

single-step conference 1-28

SIP support 2-6

site-to-site communications 2-36

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, 10-21

call center resources 9-1

call treatment example 9-14

Cisco Agent Desktop 10-19

Cisco Unified Communications Manager servers 11-1

clusters 11-1, 11-5

factors to consider 10-14

gateway ports 9-14

inbound call center 9-12

IPIVR ports 9-13

mobile agents 6-13, 11-12

Peripheral Gateway (PG) 10-18

Peripheral Interface Manager (PIM) 10-18

ports 9-14

PSTN trunks 9-7, 9-14

tools 5-10, 9-7, 10-1, 10-21

Unified CCE components and servers 10-1, 10-7

wrap-up time example 9-15

skill groups 1-21, 10-14, 10-16

Skinny Client Control Protocol (SCCP) 2-12

SLG 9-9

SMC 4-7

softphone 1-9

Software Development Kit (SDK) 4-12

SPAN 10-19

staffing considerations 9-16

standalone mode 8-16

state control 1-21

Supervisor Desktop

bandwidth requirements 12-23

bandwidth usage 12-32

described 4-11

prepackaged CRM integrations 4-5

types of 4-5

supervisors 10-15

supported server platforms 11-8

support tools node agent 8-8

Switched Port Analyzer (SPAN) 10-19

switching 1-3

System CCE 5-10

system performance monitoring 10-20

System Unified CCE 1-18, 2-3

T

Takeback N Transfer (TNT) 1-31

talk time 9-2

target devices 1-20

task automation 4-6

Task Event Services (TES) 3-16

TCP 12-5

TCP/IP ports 8-7

TDM 1-4

teams 10-15

terminology 9-1

TES 3-16

third-party applications 8-17

throttling dialers 5-10

time-division multiplexing (TDM) 1-4

timeline for calls 9-4

time on a call 9-2

TNT 1-31

tolerance 3-49, 9-9

tolerance time for abandoned calls 9-11

tools for designing an Unified CCE solution 9-5

topology

best practices 8-8

port blocking 8-8

traffic

classification 12-14, 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 12-14

types of 12-2

where to mark 12-10

transfer connect 1-31

transfers

conference calls 1-31

described 1-26

inputs to Capacity Tool 11-5

multi-site deployments with centralized call processing 2-13, 2-17

multi-site deployments with distributed call processing 2-20

single-site deployments 2-10

using CiscoUnified Communications Manager 2-49

using PBX 2-46

using PSTN 1-31, 2-48

translation route pool 10-16

Translation Route to VRU 1-22

translation routing 1-22, 10-16

Transmission Control Protocol (TCP) 12-5

treatment of calls

average treatment time 9-9

by CVP 2-9, 2-10, 2-13, 2-17, 2-24, 2-34, 2-35

by IP IVR 2-9, 2-13, 2-16, 2-17, 2-18, 2-20, 2-32, 9-14

sizing example 9-14

treatment time 9-9

trunks

double trunking 2-48, 2-49

required number 9-11

sizing 9-7, 9-14

trust 12-14

types of dial plans 1-27

U

UDP 12-5

Unified CCE

architecture 1-1

call flows 1-5

clusters 11-5

combined with IP Telephony 1-24

components 10-2

component sizing 10-7

configuration 5-10

Express 3-47

extensions 1-24

message flows 1-5

outbound dialer 1-18

outbound dialer configuration 5-10

Outbound Option 3-20

overview 1-1

Reporting 1-13

security 8-1

sizing tool 5-10, 10-1, 10-21

system peripherals 2-3

System PG 2-8, 2-16, 2-21, 2-27, 2-37

UnifiedCM (see Cisco Unified Communications Manager)

Unified Communications Manager (see Cisco Unified Communications Manager)

Unified Expert Advisor 7-1

Unified System CCE 5-10

upgrading CiscoUnified Communications Manager 11-11

user applications 4-7

User Datagram Protocol (UDP) 12-5

User List Tool 12-36

V

V3PN 2-39

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) 2-39

Voice Browser 10-12

voice gateways

centralized 2-11, 2-32, 2-34

distributed 2-13, 2-18, 2-24, 2-35

functions 3-14

inputs to Capacity Tool 11-4

ports 9-14

proximity 5-9

Voice Response Unit (VRU) 1-22, 3-37, 10-9, 10-16

VoIP Monitor Service for Cisco Agent Desktop 10-19

VRU 1-22, 3-37, 10-9, 10-16

W

wait before abandon 9-9

WAN

clustering over 2-28, 12-19

highly available 2-28, 2-38, 2-39, 12-19

WebView (WV)

bandwidth requirements 12-34, 12-35

described 1-13

reporting 1-13, 10-12

Reporting Server 10-8

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 1-13, 10-12, 12-34