Cisco Cisco Unified Contact Center Management Portal 11.5(1) Technical References
Unified CCMP Technical Overview
Unified CCMP Management Overview
Unified CCMP marries contact center platforms to business requirements through a multilayered,
partitioned framework. At the user interface level it is designed to empower the numerous user
types with the appropriate control and reporting surface. Its core framework provides security,
hierarchical partitioning and dual side resilience. The lower levels of the framework provide
interfacing and workflow to gather data from the call center components and through workflow
provision the components in a very flexible, scripted manner.
partitioned framework. At the user interface level it is designed to empower the numerous user
types with the appropriate control and reporting surface. Its core framework provides security,
hierarchical partitioning and dual side resilience. The lower levels of the framework provide
interfacing and workflow to gather data from the call center components and through workflow
provision the components in a very flexible, scripted manner.
Control/Provisioning
Creation of interaction handling strategies.
Uploading of IVR speech files.
Routine maintenance of application.
Exception handling.
Management Intelligence
Consolidated cross-platform enterprise reporting.
Actionable Intelligence.
Business Relevant.
Business Integration
Telephony to business system integration.
Framework
Sophisticated security and partitioning model.
Core database repository based on RDBMS.
Modular connector framework for heterogeneous equipment connectivity.
Thin client user interface.
Multi-site resilience.
Integrated Workflow to orchestrate asynchronous operations such as equipment off-line or
human interaction requirements.
human interaction requirements.
Web Service API Architecture
Unified CCMP Technical Overview
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