Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
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Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 1 Cisco Unified Contact Center Express Overview and Packaging
Cisco Unified CCX Overview
Cisco Unified CCX Overview
Cisco Unified CCX provides options to address multiple contact center functional areas using a variety
of server deployment models. These functions and their associated deployment models are:
of server deployment models. These functions and their associated deployment models are:
•
Inbound voice is deployed on a one server non-high availability or a two server high availability
cluster.
cluster.
•
Outbound voice does not support high availability but is deployed on the same servers as inbound
voice.
voice.
•
Cisco Quality Managers (QM) and Advanced Quality Managers (AQM) provide call and screen
recording, respectively, as well as quality management and are additional cost options available only
with Cisco Unified CCX Premium. QM and AQM must be deployed on a separate dedicated server.
recording, respectively, as well as quality management and are additional cost options available only
with Cisco Unified CCX Premium. QM and AQM must be deployed on a separate dedicated server.
Note
QM and AQM are different from the integrated on-demand recording capability available with both
Cisco Unified CCX Enhanced and Premium. On-demand recording continues to run as an integrated
feature on the Cisco Unified CCX active and/or standby servers.
Cisco Unified CCX Enhanced and Premium. On-demand recording continues to run as an integrated
feature on the Cisco Unified CCX active and/or standby servers.
•
Cisco Workforce Manager (WFM) must be deployed on a separate dedicated single server.
•
Cisco Compliance Recording (CR), Quality Manager (QM) and Advanced Quality Managers
(AQM) provide call recording. In addition, QM provides quality management and AQM provides
screen recording. All are additional cost options. CR is available with all Cisco Unified CCX
packages whereas AQM is available only with Cisco Unified CCX Premium. CR, QM and AQM
must be deployed on a separate dedicated server.
(AQM) provide call recording. In addition, QM provides quality management and AQM provides
screen recording. All are additional cost options. CR is available with all Cisco Unified CCX
packages whereas AQM is available only with Cisco Unified CCX Premium. CR, QM and AQM
must be deployed on a separate dedicated server.
Note
CR, QM and AQM are different from the integrated on-demand recording capability available with both
Cisco Unified CCX Enhanced and Premium. On-demand recording continues to run as an integrated
feature on the Cisco Unified CCX active and/or standby servers.
Cisco Unified CCX Enhanced and Premium. On-demand recording continues to run as an integrated
feature on the Cisco Unified CCX active and/or standby servers.
Note
The specific deployment models and the server or multiple servers that are required for a deployment
model can only be determined by using the Cisco Unified Communications Sizing Tool. This tool is
required by the Cisco Assessment to Quality (A2Q) process for every new, add-on, and upgrade system.
The tool is available at:
model can only be determined by using the Cisco Unified Communications Sizing Tool. This tool is
required by the Cisco Assessment to Quality (A2Q) process for every new, add-on, and upgrade system.
The tool is available at:
The tool provides a structured way to configure a Cisco Unified CCX system, automatically pass or fail
a configuration, and it provides a complete bill of materials for the configuration.
a configuration, and it provides a complete bill of materials for the configuration.
These options can be deployed on Cisco Media Convergence Servers (MCSs) or on HP or IBM MCS
equivalents for any of the functional components with the supported deployment models. However,
different functional components require different deployment models and high availability is available
only for inbound voice. In addition, high availability for inbound voice, outbound, quality management,
and workforce management are not supported for Cisco Unified CME. Different features require
different deployment models.
equivalents for any of the functional components with the supported deployment models. However,
different functional components require different deployment models and high availability is available
only for inbound voice. In addition, high availability for inbound voice, outbound, quality management,
and workforce management are not supported for Cisco Unified CME. Different features require
different deployment models.
Cisco Assessment to Quality (A2Q) requires that all deployments of Cisco Unified CCX use the Cisco
Unified Communications Sizing Tool to complete pass bid assurance. The Cisco Unified
Communications Sizing Tool provides a complete list of all the servers and server configurations
required for a given Cisco Unified CCX deployment.
Unified Communications Sizing Tool to complete pass bid assurance. The Cisco Unified
Communications Sizing Tool provides a complete list of all the servers and server configurations
required for a given Cisco Unified CCX deployment.