Cisco Unified Communications
Manager (CM) product supports both single-node and two-node (high
availability) deployments available for the Cisco Unified Contact Center
deployment model is transparent to the Unified CCX installer as the clustering
Unified CM is
performed through the Unified CCX Administration using the Unified CCX setup
wizard. The high availability over WAN feature of Unified CCX is supported only
for Unified CM deployments.
following topics introduce the Unified CCX subsystem and explain how to modify
information from Unified CCX.
Unified CCX system uses the Unified CCX subsystem as part of an ACD system to
provide resource distribution and queueing to call centers.
of routing are available:
Contact Service Queue
(CSQ)-based routing—CSQs are entities that route calls to your resources
(agents). Each CSQ controls incoming calls and determines where an incoming
call is placed in the queue and to which agent the call is sent.
selects resources from an associated resource pool that you define or from
resource skills for all Unified CCX license packages. When an agent becomes
available to take a call, the system chooses a queued call from one of the CSQs
whose resource pool includes the agent, and routes that call to that agent.
routing—Agent-based routing provides the ability to send a call to a
agent, rather than any agent available in a CSQ.
CCX agent can participate in both CSQ-based and agent-based routing. A Unified
CCX agent can be any one of the following:
IP Phone Agent
Mobility (EM) Agent
the supervisor is taking calls)
A supervisor who
is not taking calls is not considered to be an agent.
queued in the Unified CCX server and sent to agents by the Unified CCX server.
machine you install your Unified CCX system on determines how many agents and
IVR ports Unified CCX can accommodate. However, be aware of the following
general configuration rules:
cannot be associated with more than:
(This is a configuration design guideline; Unified CCX Administration does not
enforce the rule.)
(Unified CCX Administration enforces this rule.)
cannot be associated with more than 50 skills. (Unified CCX Administration
enforces this rule.)
A call should
not queue for more than 25 CSQs. (This is a configuration design guideline;
Unified CCX Administration does not enforce the rule.)
provision Unified CCX, complete the following tasks:
Unified CM users
who will be agents in your Unified CCX system.
following three license upgrade options are available for Unified CCX system:
Standard to Premium
Standard to Enhanced
Enhanced to Premium
upgrading the licenses, you need to configure these system parameters:
Standard to Premium or
Enhanced—Only Enhanced and Premium package licenses support Recording. When
you upgrade to Enhanced or Premium license package, you need to manually change
the Recording Count to a desired value to enable the recording functionality.
Standard or Enhanced to
Premium—You need to configure the Number of Direct Preview Outbound Seats
while upgrading to a Premium license.
license is not supported in Unified CCX.
System > System
Parameters from the Cisco Unified CCX Administration
menu bar to open the System Parameters Configuration web page where you can
update these values.