Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Release Note
1-21
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 1 Cisco Unified Contact Center Express Overview and Packaging
Cisco Unified Email Interaction Manager
describes the Outbound Voice features that are available in each Cisco Unified CCX
Package.
Cisco Unified Email Interaction Manager
Cisco Unified Email Interaction Manager (Cisco Unified EIM) provides inbound e-mail routing,
automated or agent assisted e-mail response, real-time and historical reporting and role based
hierarchical rights management for agents, supervisors, administrators and knowledge base
administrators. Cisco Unified EIM shares a common routing engine, services creation editor, look and
feel, roles, and desktops with Cisco Unified Web Interaction Manager (Cisco Unified WIM) and is
available in either a Basic or Advanced package.
automated or agent assisted e-mail response, real-time and historical reporting and role based
hierarchical rights management for agents, supervisors, administrators and knowledge base
administrators. Cisco Unified EIM shares a common routing engine, services creation editor, look and
feel, roles, and desktops with Cisco Unified Web Interaction Manager (Cisco Unified WIM) and is
available in either a Basic or Advanced package.
Cisco Unified EIM may be deployed on a dedicated server or server cluster or share a server or server
cluster with Cisco Unified WIM. When Cisco Unified EIM and WIM are deployed on shared servers or
server clusters, both must be either the Basic or Advanced package. Mixing packages is not supported.
cluster with Cisco Unified WIM. When Cisco Unified EIM and WIM are deployed on shared servers or
server clusters, both must be either the Basic or Advanced package. Mixing packages is not supported.
Each user license is for a concurrent user. For example, a contact center with three shifts of 100 agents
and supervisors would need 100 concurrent user licenses. Each shift of 100 users would reuse these
licenses during their shifts.
and supervisors would need 100 concurrent user licenses. Each shift of 100 users would reuse these
licenses during their shifts.
Table 1-12
Outbound Voice Features Available in Each Cisco Unified CCX Package
Feature
Premium
Enhanced
Standard
Campaign Management. Administrators create
and configure campaigns. They can specify a daily
time range during which outbound calls are made
and a set of CSQs whose agents make the
outbound calls. They can also specify and import
a list of customer contacts to be called.
and configure campaigns. They can specify a daily
time range during which outbound calls are made
and a set of CSQs whose agents make the
outbound calls. They can also specify and import
a list of customer contacts to be called.
Included.
Not available.
Not available.
Area Codes Management. Administrators can
add mappings from area code to time zone for
non-North American locations. This information
is used to determine the customer contact current
time before placing an outbound call.
add mappings from area code to time zone for
non-North American locations. This information
is used to determine the customer contact current
time before placing an outbound call.
Included.
Not available.
Not available.
Agent Outbound Controls. Agents can accept,
reject, or skip outbound call requests. Agents can
also reclassify calls to any one of many call
results, such as Busy, Fax, and Answering
Machine.
reject, or skip outbound call requests. Agents can
also reclassify calls to any one of many call
results, such as Busy, Fax, and Answering
Machine.
Included.
Not available.
Not available.
Removing “Do Not Call” Contacts. After an
agent reclassifies a contact as “Do Not Call”, the
Administrator can remove this contact from all
campaigns.
agent reclassifies a contact as “Do Not Call”, the
Administrator can remove this contact from all
campaigns.
Included.
Not available.
Not available.