Cisco Cisco Customer Response Solution Downloads Design Guide

and the IP endpoint that made the call (typically a Voice Gateway port or an IP Phone). At that point, the 
Unified CCX server executes a script that defines the call treatment to give the caller. Typically, the script 
begins with playing an announcement like “Thank you for calling...” followed by a prompt to enter an 
account number. The announcements and prompts to be played to a caller are stored on the disk of the 
Unified CCX server in a .wav file format. Users interact with the CTI port by way of DTMF or speech 
input. 

At some point in the script, it is possible to initiate a transfer of the call to an agent. Using agent skill 
information, the Unified CCX server selects an available agent and instructs Cisco Unified CallManager 
to transfer the caller to the agent’s phone. While the call is being transferred, the Unified CCX server 
sends call data to the agent desktop in the form of a screen pop. If there are no agents available, the 
Unified CCX server plays queue announcements to the caller until an agent becomes available. When an 
appropriately skilled agent becomes available, the Unified CCX server then instructs Cisco Unified 
CallManager to transfer the call to the selected agent’s phone. While the call is being transferred, the 
Unified CCX server sends call data to the agent desktop in the form of a screen pop.

Unified CCX provides three primary functions—IVR, ACD, and CTI. Within the Unified CCX 
packaging, you have a choice of either basic or advanced feature sets for each of these functions. These 
feature sets are packaged into three different Unified CCX licensed packages—Standard, Enhanced, and 
Premium. 

Unified CCX software requires both licensed server software and licensed seat software. Both the server 
and all seats must use the same packaging—Standard, Enhanced, or Premium. You cannot mix licenses. 
For example, you cannot have a Standard Unified CCX server with Enhanced Unified CCX seats.

The following table shows at a high level what functionality is included within each Unified CCX 
package. Details about each function are included in the sections that follow. The High Availability 
option is only available with Unified CCX Enhanced or Premium. The Unified ICME integration 
capability is available with all Unified CCX packages.

Additional packaging information can be found in Getting Started with Cisco Unified Contact Center 
Express located here:

Basic IVR (prompt & collect 
and queuing)

Yes

Yes

Yes

Advanced IVR

No

No

Yes

Basic ACD

Yes

Yes

Yes

Advanced ACD

No

Yes

Yes

Basic CTI

Yes

Yes

Yes

Advanced CTI

No

Yes

Yes