Cisco Cisco Customer Response Solution Downloads Design Guide
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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
Chapter 1 Cisco Unified Contact Center Express Overview and Packaging
Unified CCX Packaging
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Real-Time Statistics. Agents have access to basic real-time statistics for the queues to which they
are associated using the IP Phone Agent XML application.
are associated using the IP Phone Agent XML application.
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Reason Codes. Agents can be configured to enter reason codes for not ready and logout using the
IPPA XML application.
IPPA XML application.
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Basic CTI. IPPA allows for call data to be popped onto the IP Phone display upon call ringing.
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Telephony Support. IP Phone Agent is supported on the 791x, 794x, 796x, and 797x modes of IP
Phones. Also, the wireless 7920 phone is supported.
Phones. Also, the wireless 7920 phone is supported.
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Hot Desking. Hot desking allows agents to log in using IPPA from any IP Phone registered with the
same Cisco Unified CallManager cluster. This also allows multiple agents to use the same
phone—but only one at a time. In order to hot desk, agents must first log into Cisco Unified
CallManager using the Extension Mobility feature. Extension Mobility brings a user specific phone
profile (including configured extensions for that user) to the phone being logged in from. After
logging into Cisco Unified CallManager with Extension Mobility, agents can log into Unified CCX
using IPPA.
same Cisco Unified CallManager cluster. This also allows multiple agents to use the same
phone—but only one at a time. In order to hot desk, agents must first log into Cisco Unified
CallManager using the Extension Mobility feature. Extension Mobility brings a user specific phone
profile (including configured extensions for that user) to the phone being logged in from. After
logging into Cisco Unified CallManager with Extension Mobility, agents can log into Unified CCX
using IPPA.
Cisco Supervisor Desktop (CSD)
The Unified CCX Basic ACD functionality provides a separate supervisor desktop application (CSD). If
a supervisor wishes to handle calls, then the supervisor uses both CAD and CSD. CSD and supervisors
are not licensed separately. Supervisors are licensed the same as agents. If you need a call center with
10 agents and 1 supervisor, then you should order 11 seats. Seats are licensed based on maximum
simultaneous logins.
a supervisor wishes to handle calls, then the supervisor uses both CAD and CSD. CSD and supervisors
are not licensed separately. Supervisors are licensed the same as agents. If you need a call center with
10 agents and 1 supervisor, then you should order 11 seats. Seats are licensed based on maximum
simultaneous logins.
The supervisor desktop provides the following features and options:
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View / Change Agent State. Supervisor desktops allow supervisors to view the current state of all
agents that are part of that supervisor’s team. The supervisor desktop also allows supervisors to
change an agent’s state (ready, not ready, logout).
agents that are part of that supervisor’s team. The supervisor desktop also allows supervisors to
change an agent’s state (ready, not ready, logout).
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Real-Time Agent and Skill Statistics. Supervisors can view statistics for all agents and queues that
are associated with their team. See the Cisco Supervisor Desktop User’s Guide for more details on
statistics available through the supervisor desktop application.
are associated with their team. See the Cisco Supervisor Desktop User’s Guide for more details on
statistics available through the supervisor desktop application.
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Integrated Text Messaging. Supervisors can send text messages to one or more agents.
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Marquee Messages. Supervisors can send a scrolling marquee (broadcast) message to all agents on
their team.
their team.
Basic CTI Functionality
All Unified CCXpackages include basic CTI functionality. The basic CTI functionality provides a
customizable enterprise data window that is “popped” on the agent desktop upon call ringing. Data
within the enterprise data window includes ANI, dialed number, and any caller input (account number,
order number, case number, reason for calling...), plus details on how long the caller interacted with the
IVR, how long the caller waited in queue, and how long the caller spent with all other agents if this was
a transferred call.
customizable enterprise data window that is “popped” on the agent desktop upon call ringing. Data
within the enterprise data window includes ANI, dialed number, and any caller input (account number,
order number, case number, reason for calling...), plus details on how long the caller interacted with the
IVR, how long the caller waited in queue, and how long the caller spent with all other agents if this was
a transferred call.
Advanced IVR Functionality
The Unified CCX Premium Package includes both basic and advanced IVR functionality. Cisco provides
no charge licenses for two advanced IVR ports for every licensed Unified CCX Premium seat.
no charge licenses for two advanced IVR ports for every licensed Unified CCX Premium seat.