Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
1-20
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 1 Cisco Unified Contact Center Express Overview and Packaging
Cisco Unified CCX Outbound Preview Dialer
Cisco Unified CCX Outbound Preview Dialer
The Cisco Unified CCX Outbound Preview Dialer (Outbound) provides campaign based outbound
preview dialer support. Each inbound Premium seat provides one outbound seat. This means that, if you
have 100 inbound seats, you can have up to 100 agents logged in and up to 100 agents handling outbound
calls at the same time.
preview dialer support. Each inbound Premium seat provides one outbound seat. This means that, if you
have 100 inbound seats, you can have up to 100 agents logged in and up to 100 agents handling outbound
calls at the same time.
lists the Outbound voice availability in each Cisco Unified CCX package.
Automatic Failover and Re-login. Upon Cisco
Unified CCX Engine failover, the CSD
automatically fails over to the standby Cisco
Unified CCX Engine so the supervisor does not
have to re-login.
Unified CCX Engine failover, the CSD
automatically fails over to the standby Cisco
Unified CCX Engine so the supervisor does not
have to re-login.
Included.
Included.
Not available.
Workforce Management. Workforce
Management is a workforce scheduling solution in
which the supervisor or any contact center
manager can schedule their agents based on
forecasted call volume and the agents expertise,
availability, and other factors.
Management is a workforce scheduling solution in
which the supervisor or any contact center
manager can schedule their agents based on
forecasted call volume and the agents expertise,
availability, and other factors.
Optional with
Workforce
Management
user license.
Workforce
Management
user license.
Not available.
Not available.
Quality Management. Quality Management is a
recording and quality management solution in
which supervisors can choose to record all
agent-customer calls, review the recordings,
evaluate the agents, and suggest training classes
accordingly
recording and quality management solution in
which supervisors can choose to record all
agent-customer calls, review the recordings,
evaluate the agents, and suggest training classes
accordingly
Optional with
Quality
Management
license.
Quality
Management
license.
Not available.
Not available.
Table 1-10
Cisco Supervisor Desktop Features Available in Each Cisco Unified CCX Package
Feature
Premium
Enhanced
Standard
Table 1-11
Outbound Voice Availability for Each Package
License
Premium
Enhanced
Standard
Outbound User.
Included.
Not available.
Not available.