Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Administrator's Guide

You can use Unified CCX applications to route calls to specific agents. You can 
also integrate Unified CCX with Unified IP IVR to gather caller data and classify 
incoming calls.

Unified CCX includes a web-based real-time and historical reporting system that 
you can use to monitor system, Contact Service Queue (CSQ), and resource 
performance.

The Unified CCX system consists of the following major components:

Resource Manager—Application program that monitors Unified CCX agent 
phones and allows you to organize agents into resource groups or skills-based 
partitions according to the types of calls each group can handle.

CSQ—Application program that places incoming calls in a queue and 
distributes them to the appropriate set of agents as the agents become 
available.

Unified CCX Agent Desktop—Application program that Unified CCX agents 
run on their desktop computers to log in to the system, change Unified CCX 
state, and monitor status.

For more information on licensing options for the Cisco IPCC Express system, 
refer to the 

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If you are using Unified CCX with the Cisco Unified Contact Center Gateway 
(Unified Gateway) solution, please see the Cisco Unified Gateway Deployment 
Guide. The instructions for configuring Unified CCX with that solution differs 
from what is described in this guide. Unified Gateway provides for the integration 
of the Unified ICME system with Unified CCX by way of the Unified Gateway. 
Unified Gateway is a Peripheral Gateway (PG) which you configure on the 
Unified ICME software. 

The Cisco CRS cluster consists of one or more servers (nodes) that are running 
Cisco CRS components in your Cisco CRS deployment.