Solution Design Guide for Cisco Unified Contact Center Express, Release 15.0

Change History

This table lists changes made to this guide. Most recent changes appear at the top.


Change	See	Date
Initial Release of Document for Release 15.0
Removed the CiscoWebex Experience Management chapter.	-	April, 2025
Updated the list of supported ciphers.	Solution Security > Federal Information Processing Standards 140-2 Level 1 > Supported Ciphers
Removed the content related to Perpetual Licensing and updated the content to reflect Flex Standard and Flex Premium.	Contact Center Express Solutions Overview > Features > Inbound Voice
	Contact Center Express Solutions Overview > Features > Inbound Voice > IVR Ports
	Contact Center Express Solutions Overview > Features > Inbound Voice > Inbound Voice Packaged Components > Automatic Call Distribution
	Contact Center Express Solutions Overview > Features > Inbound Voice > Inbound Voice Packaged Components > Interactive Voice Response
	Contact Center Express Solutions Overview > Features > Unified CCX Outbound Dialer > Direct Preview Outbound
	Contact Center Express Solutions Overview > Features > Unified CCX Outbound Dialer > Outbound Progressive and Predictive Dialer
	Contact Center Express Solutions Overview > Features > Unified CCX Outbound Dialer > Outbound IVR and Agent
	Contact Center Express Solutions Overview > Features > Unified CCX Chat > Unified CCX Chat Features
	Contact Center Express Solutions Overview > Features > Unified CCX Chat > Unified CCX Web Chat
	Contact Center Express Solutions Overview > Features > Unified CCX Chat > Unified CCX Web Chat > Web Chat Features
	Contact Center Express Solutions Overview > Features > Unified CCX Chat > Facebook Messenger Integration
	Contact Center Express Solutions Overview > Features > Unified CCX Chat > Unified CCX Agent Email
	Contact Center Express Solutions Overview > Features > Unified CCX Chat > Unified CCX Agent Email > Agent Email Features
	Contact Center Express Solutions Overview > Features > Reporting
	Contact Center Express Solutions Overview > Features > Reporting > Unified Intelligence Center > Unified Intelligence Center Historical Reports
	Contact Center Express Solutions Overview > Features > Reporting > Unified Intelligence Center > Unified Intelligence Center Live Reports
	Contact Center Express Solutions Overview > Features > Workforce Management
	Contact Center Express Solutions Overview > Features > Home Agent with Extend and Connect
	Unified CCX Solution Design Considerations > Core Components Design Considerations > General Solution Requirements > Terminology
	Unified CCX Solution Design Considerations > Core Components Design Considerations > Cisco Finesse Design Considerations > Cisco Finesse
	Cisco Unified Contact Center Solutions > Unified Contact Center Express Solution
	Contact Center Express Solutions Overview > Overview
	Contact Center Express Solutions Overview > Features > Agent Interfaces > Cisco Finesse Agent Desktop Features

About This Guide

This guide provides design considerations and guidelines for deploying Cisco Unified Contact Center Express (Unified CCX). This guide assumes that you are familiar with basic contact center terms and concepts.

Audience

This guide is primarily for contact center designers and system administrators.

Conventions

This manual uses the following conventions.


Convention	Description
boldface font	Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example: Choose Edit > Find Click Finish.
italic font	Italic font is used to indicate the following: To introduce a new term. Example: A skill group is a collection of agents who share similar skills. For emphasis. Example: Do not use the numerical naming convention. An argument for which you must supply values. Example: IF (condition, true-value, false-value) A book title. Example: See the Cisco Unified Contact Center Express Installation Guide.
window font	Window font, such as Courier, is used for the following: Text as it appears in code or information that the system displays. Example: `<html><title> Cisco Systems,Inc. </title></html>` File names. Example: tserver.properties. Directory paths. Example: C:\Program Files\Adobe
string	Nonquoted sets of characters (strings) appear in regular font. Do not use quotation marks around a string or the string will include the quotation marks.
[ ]	Optional elements appear in square brackets.
{ x \| y \| z }	Alternative keywords are grouped in braces and separated by vertical bars.
[ x \| y \| z ]	Optional alternative keywords are grouped in brackets and separated by vertical bars.
< >	Angle brackets are used to indicate the following: For arguments where the context does not allow italic, such as ASCII output. A character string that the user enters but that does not appear on the window such as a password.
^	The key labeled Control is represented in screen displays by the symbol ^. For example, the screen instruction to hold down the Control key while you press the D key appears as ^D.

Documentation and Support

To download documentation, submit a service request, and find additional information, see What's New in Cisco Product Documentation at https://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html.

Documentation Feedback

To provide your feedback for this document, send an email to:

contactcenterproducts_docfeedback@cisco.com

Bias-Free Language

Book Title

Preface

Results

Chapter: Preface