Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Quick Setup Guide
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Getting Started with Cisco Unified Contact Center Express, Release 6.0(1)
Preface
Purpose
The Getting Started with Cisco Unified Contact Center Express book provides high-level steps from a
solution perspective on how to understand and configure the Standard, Enhanced, and Premium
packages for Cisco Unified Contact Center Express (Unified CCX).
solution perspective on how to understand and configure the Standard, Enhanced, and Premium
packages for Cisco Unified Contact Center Express (Unified CCX).
Audience
The Getting Started with Cisco Unified Contact Center Express book is written to ease the deployment
process for application designers, system architects, engineers, and Cisco channel partners who wish to
enhance the efficiency of their contact center organization and apply best design practices for Unified
CCX.
process for application designers, system architects, engineers, and Cisco channel partners who wish to
enhance the efficiency of their contact center organization and apply best design practices for Unified
CCX.
This guide consists of the following parts and chapters.
Part/Chapter
Title
Description
Chapter 1
Explains key components of Cisco CRS, and describes where Unified
CCX fits into the Cisco Customer Contact management portfolio.
CCX fits into the Cisco Customer Contact management portfolio.
Chapter 2
Provides a comparative list of all the Cisco CRS features enabled by
product licensing for each Unified CCX product.
product licensing for each Unified CCX product.
Chapter 3
Describes the available deployment models for Unified CCX.
Chapter 4
Provides information on Unified CCX concepts, call flows, and
configuration dependencies.
configuration dependencies.
Chapter 5
Describes how to install and configure Unified CCX with Cisco
Unified Communications Manager.
Unified Communications Manager.
Chapter 6
Provides information on installing and configuring Unified CCX
Chapter 7
Provides information on deploying the icd.aef script for Unified CCX.
Chapter 8
Provides information on the Unified CCX agent desktop and the
supervisor desktop.
supervisor desktop.
Chapter 9
Provides information on the dependencies to use the monitoring and
recording features in Unified CCX.
recording features in Unified CCX.