Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
2-6
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 2 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Cisco Unified CCX System Management
6.
The agent is selected or reserved by the Cisco Unified CCX server and this triggers the call to be
transferred to the agent phone and subsequently causes the agent phone to ring (using Cisco Unified
CM signaling). In addition, the Cisco Unified CCX server delivers a screen pop to the selected agent
desktop and enables the answer button on the agent desktop.
transferred to the agent phone and subsequently causes the agent phone to ring (using Cisco Unified
CM signaling). In addition, the Cisco Unified CCX server delivers a screen pop to the selected agent
desktop and enables the answer button on the agent desktop.
7.
The agent answers the call which causes Cisco Unified CCX to complete the transfer from the CTI
Port to the agent phone and Cisco Unified CM to initiate the establishment of an RTP VoIP data
stream between the agent's phone and the VG port. The transfer releases the CTI Port on the Cisco
Unified CCX server. But the Cisco Unified CCX software continues to monitor the agent state for
the duration of that call. When the agent or caller releases, a Contact Call Detail Record (CCDR) is
written to the CCDR table in the database, and the agent’s state is updated to reflect the agent’s new
state (work, ready, or not ready).
Port to the agent phone and Cisco Unified CM to initiate the establishment of an RTP VoIP data
stream between the agent's phone and the VG port. The transfer releases the CTI Port on the Cisco
Unified CCX server. But the Cisco Unified CCX software continues to monitor the agent state for
the duration of that call. When the agent or caller releases, a Contact Call Detail Record (CCDR) is
written to the CCDR table in the database, and the agent’s state is updated to reflect the agent’s new
state (work, ready, or not ready).
Cisco Unified CCX System Management
Several applications are available for administering and monitoring a Cisco Unified CCX deployment.
The primary tool an administrator uses to manage a Cisco Unified CCX deployment is the Cisco Unified
CCX Administration web interface. Cisco Unified CCX Administration is a web-based application
accessed using a web browser. Using Cisco Unified CCX Administration, administrators perform tasks
such as uploading applications, uploading prompts, mapping applications to dialed numbers, configuring
agent skills and CSQs, starting and stopping Cisco Unified CCX subsystems, and monitoring overall
server status.
The primary tool an administrator uses to manage a Cisco Unified CCX deployment is the Cisco Unified
CCX Administration web interface. Cisco Unified CCX Administration is a web-based application
accessed using a web browser. Using Cisco Unified CCX Administration, administrators perform tasks
such as uploading applications, uploading prompts, mapping applications to dialed numbers, configuring
agent skills and CSQs, starting and stopping Cisco Unified CCX subsystems, and monitoring overall
server status.
In addition to Cisco Unified CCX Administration, an administrator uses the Cisco Unified CCX Editor.
The Cisco Unified CCX Editor is a client-based utility that produces.aef files which the administrator
uploads using Cisco Unified CCX Administration. The Cisco Unified CCX Editor can be downloaded
and installed from Cisco Unified CCX Administration onto other workstations.
The Cisco Unified CCX Editor is a client-based utility that produces.aef files which the administrator
uploads using Cisco Unified CCX Administration. The Cisco Unified CCX Editor can be downloaded
and installed from Cisco Unified CCX Administration onto other workstations.
The Cisco Desktop Administrator (CDA) is another client-based utility that can be downloaded and
installed from Cisco Unified CCX Administration. CDA allows an administrator to perform tasks such
as configuring the agent interface, setting up reason codes, and defining agent workflows and keystroke
macros.
installed from Cisco Unified CCX Administration. CDA allows an administrator to perform tasks such
as configuring the agent interface, setting up reason codes, and defining agent workflows and keystroke
macros.
Another client utility to monitor a Cisco Unified CCX deployment is the Historical Reports client
application. You download and install the Historical Reports client from Cisco Unified CCX
Administration. There are 34 historical reporting templates available. Taken in combination with
filtering parameters and chart or no chart options, there are 282 possible reports available. Some of them
provide integrated information about voice and multichannel activities. Custom reporting templates can
be created with Crystal Reports development toolkit. Within Cisco Unified CCX Administration, there
are also 11 browser-based real-time reports. The CSD and CAD both also provide reports to allow
real-time monitoring of a Cisco Unified CCX deployment. Both CSD and CAD are downloaded and
installed from Cisco Unified CCX Administration.
application. You download and install the Historical Reports client from Cisco Unified CCX
Administration. There are 34 historical reporting templates available. Taken in combination with
filtering parameters and chart or no chart options, there are 282 possible reports available. Some of them
provide integrated information about voice and multichannel activities. Custom reporting templates can
be created with Crystal Reports development toolkit. Within Cisco Unified CCX Administration, there
are also 11 browser-based real-time reports. The CSD and CAD both also provide reports to allow
real-time monitoring of a Cisco Unified CCX deployment. Both CSD and CAD are downloaded and
installed from Cisco Unified CCX Administration.
For additional information about Cisco Unified CCX Administration, see the Cisco Unified CCX
Administration Guide.
Administration Guide.