Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
1-3
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 1 Cisco Unified Contact Center Express Overview and Packaging
Cisco Unified CCX Packaging
Cisco Assessment to Quality (A2Q) requires that all deployments of Cisco Unified CCX 7.0 use the
Cisco Unified CCX 7.0 Configuration and Ordering Tool to complete pass bid assurance. The Cisco
Unified CCX 7.0 Configuration and Ordering Tool provides a complete list of all the servers and server
configurations required for a given Cisco Unified CCX 7.0 deployment.
Cisco Unified CCX 7.0 Configuration and Ordering Tool to complete pass bid assurance. The Cisco
Unified CCX 7.0 Configuration and Ordering Tool provides a complete list of all the servers and server
configurations required for a given Cisco Unified CCX 7.0 deployment.
Cisco Unified CCX Packaging
Cisco Unified CCX is a complete customer interaction management solution available in three different
packages: Standard, Enhanced and Premium. Different packages provide varying levels of customer
interaction management channel options and capability within a contact channel.
packages: Standard, Enhanced and Premium. Different packages provide varying levels of customer
interaction management channel options and capability within a contact channel.
and
detailed information, refer product data sheets, feature guides and end user documentation for each type
of Cisco Unified CCX customer contact interaction management at the following URL:
of Cisco Unified CCX customer contact interaction management at the following URL:
Cisco Unified CCX deployments must have all product components and optional features of the same
package type. Mixing components or options from different packages is not supported. For example,
Enhanced Inbound voice agents and Premium Basic Email Interaction Manager agents is not supported.
package type. Mixing components or options from different packages is not supported. For example,
Enhanced Inbound voice agents and Premium Basic Email Interaction Manager agents is not supported.
Table 1-1
Customer Interaction Channel Availability by Cisco Unified CCX Package for Cisco
Unified CM
Unified CM
Contact Channel
Premium
Enhanced
Standard
Inbound Voice
Yes
Yes
Yes
Inbound Voice High Availability
Yes
Yes
No
Cisco Unified CCX Outbound Preview Dialer
Yes
No
No
Basic or Advanced Email Interaction Manager
Yes
No
No
Basic or Advanced Web Interaction Manager
Yes
No
No
Quality Manager
Yes
No
No
Workforce Manager
Yes
No
No
Table 1-2
Customer Interaction Channel Availability for Cisco Unified CM and Cisco Unified
CME
CME
Contact Channel
Cisco Unified CM
Cisco Unified CME
Inbound Voice
Yes
Yes
Inbound Voice High Availability
Yes
No
Cisco Unified CCX Outbound Preview Dialer
Yes
No
Basic or Advanced Email Interaction Manager
Yes
No
Basic or Advanced Web Interaction Manager
Yes
No
Quality Manager
Yes
No
Workforce Manager
Yes
No