Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note

IN-3

Cisco Unified Contact Center Express Solution Reference Network Design

I N D E X

A2Q bid assurance

6-1

accessing corporate data stores

7-11

agents

service level goal

5-2

traffic profile

7-1

AHT

5-2

architecture, for Cisco Unified Communications Manager
Express (Cisco Unified CME) deployment

3-2

ASR

resource allocation

2-25

servers

2-25

audience for this guide

1-i

Automatic Call Distribution (ACD)

1-5

Automatic Speech Recognition (ASR)

2-24

average handle time (AHT)

5-2

bandwidth

by codec

7-5

estimating

7-1

for desktop applications

7-7

for VoIP Monitor Service

7-6

IP Phone call usage

7-4

per-call packet size requirements

7-4

silent monitoring usage

7-2

Basic ACD

3-5

BHCA

5-2

bid assurance, A2Q requirements

6-1

blocked calls

5-2

Busy Hour Call Attempts (BHCA)

5-2

CAC

7-13

call admission control (CAC)

7-13

call blockage

5-2

call center sizing

considerations

5-1

principal steps and design considerations

5-4

call flow example

2-5

call recording, disk space requirement

4-11

Campaign Manager

2-15

capacity, of Unified CCX

A-1

Catalyst switches, max SPAN sessions allowed

B-2

Cisco Agent Desktop

1-14

Cisco Desktop Services

1-14

Cisco IP IVR

1-i

Cisco Supervisor Desktop

1-18

Cisco TelePresence Virtual Agent

2-13

Cisco Unified CCX

deployment model

4-1

overview

1-2

packaging

1-3

Cisco Unified CCX clusters, integrating with Unified
Communications Manager cluster

4-12

Cisco Unified CCX Engine, functions

2-7

Cisco Unified CCX Outbound Preview Dialer (Outbound)

availability for each package

1-20

features

1-21

overview

1-20, 2-15

Cisco Unified CME

deploying with Cisco Unified CCX

4-3

Cisco Unified CM Telephony subsystem

2-2

Cisco Unified Communications Manager