Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
1-9
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 1 Cisco Unified Contact Center Express Overview and Packaging
Inbound Voice
Interactive Voice Response (IVR)
Unified CCX Package.
Agent Routing. Cisco Unified CCX routing
applications can select a specific agent if that
agent is in Ready state. (Queuing on a per agent
basis is not supported.)
applications can select a specific agent if that
agent is in Ready state. (Queuing on a per agent
basis is not supported.)
Included.
Included.
Not available.
Data driven routing based on ODBC database
sources via SQL. The ability to use data obtained
from an ODBC compatible database via a SQL
query to make routing decisions
sources via SQL. The ability to use data obtained
from an ODBC compatible database via a SQL
query to make routing decisions
Included.
Not available.
Not available.
Wrap-up and work Modes. After call
completion, an agent can be configured to be
automatically placed into Work state, on a per
CSQ basis. The agent can also choose to enter
work state if that option is provided by the agent’s
desktop administrator. A wrap-up timer is also
configurable on a per CSQ basis.
completion, an agent can be configured to be
automatically placed into Work state, on a per
CSQ basis. The agent can also choose to enter
work state if that option is provided by the agent’s
desktop administrator. A wrap-up timer is also
configurable on a per CSQ basis.
Included.
Included.
Not available.
Wrap Up Codes. Agents may select
administratively defined wrap up codes.
administratively defined wrap up codes.
Included.
Included.
Not available.
Table 1-4
ACD Features Available in Each Cisco Unified CCX Package (continued)
Feature
Premium
Enhanced
Standard