Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Veröffentlichungshinweis
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Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 1 Cisco Unified Contact Center Express Overview and Packaging
Inbound Voice
Silent Monitoring. CSD allows a supervisor to
silently monitor agent calls. Agents can be
configured to be aware or unaware that they are
being monitored.
silently monitor agent calls. Agents can be
configured to be aware or unaware that they are
being monitored.
Included.
Included.
Not available.
Barge-in. CSD allows a supervisor to barge in on
an agent call. The barge-in feature enters the
supervisor, the agent, and the caller into a
three-way conference. This feature requires the
supervisor to have the CAD application open and
to be logged in as an agent. The agent is aware
when the supervisor barges in. Barge-in is
supported for agents using CAD with IP
Communicator, CAD with IP Phone, or IPPA.
an agent call. The barge-in feature enters the
supervisor, the agent, and the caller into a
three-way conference. This feature requires the
supervisor to have the CAD application open and
to be logged in as an agent. The agent is aware
when the supervisor barges in. Barge-in is
supported for agents using CAD with IP
Communicator, CAD with IP Phone, or IPPA.
Included.
Included.
Not available.
Intercept. CSD allows a supervisor to intercept an
agent call. The intercept feature transfers the call
to the supervisor. This feature requires the
supervisor to have the CAD application open and
to be logged in as an agent. As the call releases
from the agent desktop and phone, the agent is
aware when an intercept occurs. The agent is then
available to take another call. Intercept is
supported for agents using CAD with IP
Communicator, CAD with IP Phone, or IPPA.
agent call. The intercept feature transfers the call
to the supervisor. This feature requires the
supervisor to have the CAD application open and
to be logged in as an agent. As the call releases
from the agent desktop and phone, the agent is
aware when an intercept occurs. The agent is then
available to take another call. Intercept is
supported for agents using CAD with IP
Communicator, CAD with IP Phone, or IPPA.
Included.
Included.
Not available.
On-Demand Agent Call Recording. CSD allows
a supervisor to dynamically start and stop
recording agent calls on demand. Agents are not
aware that they are being recorded. A call
recording only contains the portion of the call that
occurs after the start record button is clicked.
a supervisor to dynamically start and stop
recording agent calls on demand. Agents are not
aware that they are being recorded. A call
recording only contains the portion of the call that
occurs after the start record button is clicked.
There are limits to how many simultaneous call
recording sessions can be performed. Capacity and
configuration limits are defined in the Cisco
Unified CCX Data Sheet available here:
recording sessions can be performed. Capacity and
configuration limits are defined in the Cisco
Unified CCX Data Sheet available here:
Included.
Included.
Not available.
Call Recording Playback and Exports. The CSD
Record Viewer application allows a supervisor to
play back calls that were recorded within the last 7
days. Supervisors can sort the recorded call list by
agent, DN, or date/time. Within Record Viewer,
supervisors can tag selected recordings for a
30-day extended archiving, and supervisors can
save selected recordings as a .wav format in a
specified folder for permanent archiving.
Record Viewer application allows a supervisor to
play back calls that were recorded within the last 7
days. Supervisors can sort the recorded call list by
agent, DN, or date/time. Within Record Viewer,
supervisors can tag selected recordings for a
30-day extended archiving, and supervisors can
save selected recordings as a .wav format in a
specified folder for permanent archiving.
Included.
Included.
Not available.
Table 1-10
Cisco Supervisor Desktop Features Available in Each Cisco Unified CCX Package
Feature
Premium
Enhanced
Standard