The Unified CCX system uses the Unified CCX subsystem as part of an ACD system to provide resource distribution and queueing to call centers.

Two types 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.

  Each CSQ 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.

• Agent-based routing—Agent-based routing provides the ability to send a call to a specific agent, rather than any agent available in a CSQ.

A Unified CCX agent can participate in both CSQ-based and agent-based routing. A Unified CCX agent can be any one of the following:

• Cisco Finesse

• IP Phone Agent

• Extension Mobility (EM) Agent

• Supervisor (if the supervisor is taking calls)

Note	A supervisor who is not taking calls is not considered to be an agent.

Calls are queued in the Unified CCX server and sent to agents by the Unified CCX server.

The 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:

• Each agent cannot be associated with more than:

  • 25 CSQs (This is a configuration design guideline; Unified CCX Administration does not enforce the rule.)

  • 50 skills (Unified CCX Administration enforces this rule.)

• Each CSQ 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.)