You can choose to
enable these features at any time after your Packaged CCE system is installed,
configured, and operational.
- Agent Greeting
manages the recording and playing of greeting messages from agents. An agent's
recorded greeting plays automatically to callers when they connect to that
agent. Agents can set up different greetings for different types of callers, if
the call center supports that option.
- Agent Request
- Agent Request
allows a customer to initiate a request from the web to receive a return call
from an agent. The request is initiated by a SocialMiner callback feed.
Interaction Manager is a suite of web and email interaction management
applications that includes Cisco Unified E-Mail Interaction Manager (Unified
EIM) and Cisco Unified Web Interaction Manager (Unified WIM).
Callback offers customers the option to hang up and then receive a callback
when an agent is close to being available, rather than having to wait for an
extended time on hold. Customers do not lose their place in the queue. The
system collects callback information from the caller, monitors agent
availability, and calls the customer when the agent is close to available.
Mobility is a Cisco Unified Communications Manager feature that allows agents
to temporarily access their Cisco Unified IP Phone configuration, such as line
appearances, services, and speed dials, from other Unified IP Phones.
As part of
the configuration in
Unified Communications Manager Administration, you
create a device profile for each agent that will use Extension Mobility, and
associate each device profile with the appropriate agent. You can add either
all of the device profiles to the pguser, or all of the phones that the agents
will use to the pguser; you do not need to add both the profiles and phones to
information about this feature, see the Extension Mobility section of the
Guide for Cisco Unified Communications Manager at
- Mobile Agent
supports call center agents who are using phones that are not directly
controlled by Packaged CCE. A mobile agent can be located outside of the
contact center, using an analog phone or a mobile phone. Mobile agents might also
be located in the contact center using an IP phone connection that is not being
controlled by Packaged CCE. All mobile agents use broadband connection to
access the same Agent desktop and agent state controls as non-mobile agents.
supports agents in Nailed Up mode. (Call-by-Call mode is not supported in this
- Outbound Option
Option manages and executes outbound dialing campaigns. You configure the
system to automatically dial numbers using imported contact lists and filtering
rules. When a call connects to a live person, the system transfers the call to
an agent skilled in handling that calling campaign.
Survey sends a caller to an automated survey after the agent disconnects. A
Post-Call Survey is typically used to determine whether customers are satisfied
with their call center experiences.
Announcement plays a brief message to an agent before connecting a caller to
the agent. The message might include information about the caller or choices
the caller made from menu options.
- Video Contact Center
Video Contact Center provides high-quality video collaboration
between customers and agents. Depending on how Video Contact Center is
deployed, customers may connect with agents either from within the enterprise
network or from devices outside the enterprise.