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
Inbound Voice
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Advanced IVR ports licensing— Advanced IVR ports are licensed on a per inbound voice seat basis
and are available only with the Premium package. Each inbound voice seat provides two Advanced
IVR port licenses. For example, a 100 seat inbound voice deployment provides 200 Advanced IVR
port licenses. Advanced IVR port licenses counts are checked at run-time. In the example given
here, the 201st simultaneously active request for an Advanced IVR port to handle an incoming call
would be denied. Deployments requiring more IVR ports than provided by this 1:2 seat:Advanced
IVR port ratio would need to purchase one additional Premium inbound voice seat for each two
additional Advanced IVR ports required.
and are available only with the Premium package. Each inbound voice seat provides two Advanced
IVR port licenses. For example, a 100 seat inbound voice deployment provides 200 Advanced IVR
port licenses. Advanced IVR port licenses counts are checked at run-time. In the example given
here, the 201st simultaneously active request for an Advanced IVR port to handle an incoming call
would be denied. Deployments requiring more IVR ports than provided by this 1:2 seat:Advanced
IVR port ratio would need to purchase one additional Premium inbound voice seat for each two
additional Advanced IVR ports required.
Inbound Voice Packaged Components
The primary components provided with inbound voice are described in the following sections. These
sections provide high level descriptions of the features and functions provided for these components. For
more specific information, refer the Cisco Unified CCX user documentation.
sections provide high level descriptions of the features and functions provided for these components. For
more specific information, refer the Cisco Unified CCX user documentation.
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Automatic Call Distribution (ACD)
describes the Automatic Call Distribution (ACD) features that are available in each Cisco
Unified CCX Package.
Table 1-4
ACD Features Available in Each Cisco Unified CCX Package
Feature
Premium
Enhanced
Standard
Conditional Routing. Cisco Unified CCX
supports routing based upon caller input to menus,
real-time queue statistics, time of day, day of
week, ANI, dialed number, and processing of data
from XML text files.
supports routing based upon caller input to menus,
real-time queue statistics, time of day, day of
week, ANI, dialed number, and processing of data
from XML text files.
Included.
Included.
Included.
Agent Selection. Cisco Unified CCX supports
longest available, linear, most handled contacts,
shortest average handle time, and circular agent
selection algorithms. With Basic ACD
functionality, agents are associated with one
resource group only.
longest available, linear, most handled contacts,
shortest average handle time, and circular agent
selection algorithms. With Basic ACD
functionality, agents are associated with one
resource group only.
Included.
Included.
Included.
Customizable Queuing Announcements. Cisco
Unified CCX supports the playing of customizable
queuing announcements based upon the skill
group that the call is being queued to, including
announcements related to position in queue and
expected delay.
Unified CCX supports the playing of customizable
queuing announcements based upon the skill
group that the call is being queued to, including
announcements related to position in queue and
expected delay.
Included.
Included.
Included.