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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Wrap-up and Work Mode. After call completion, an agent can be configured to be automatically placed
into a work state, on a per CSQ basis. The agent can also optionally choose to enter work state if that
option is provided by the agent’s desktop administrator. A wrap-up timer is also configurable on a per
CSQ basis. Custom agent desktop and reporting development can be done to allow the entry of and
reporting on wrap-up codes.
into a work state, on a per CSQ basis. The agent can also optionally choose to enter work state if that
option is provided by the agent’s desktop administrator. A wrap-up timer is also configurable on a per
CSQ basis. Custom agent desktop and reporting development can be done to allow the entry of and
reporting on wrap-up codes.
Cisco Agent Desktop (CAD)
The Advanced ACD functionality provides an agent desktop that includes the following additional
features:
features:
•
Application Integration
.
CAD can be configured to allow call data to be passed to other desktop
applications (like CRM applications) for an application screen pop. Passing data to other
applications is performed by way of keystroke macros that are then associated with specific call
events such as call ringing. With keystroke macros, no programming is required to develop a screen
pop. Application integration can also be done upon call release to pop open a wrap-up application
on the agent workstation.
applications is performed by way of keystroke macros that are then associated with specific call
events such as call ringing. With keystroke macros, no programming is required to develop a screen
pop. Application integration can also be done upon call release to pop open a wrap-up application
on the agent workstation.
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Workflow Buttons. CAD can be configured to have pre-defined workflow buttons that execute
specified programs and keystrokes. Workflow buttons aid agents in completing repetitive tasks more
quickly.
specified programs and keystrokes. Workflow buttons aid agents in completing repetitive tasks more
quickly.
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On-Demand Call Recording. CAD can be configured to allow clicking a single button to start and
stop call recording on demand. The call recording only contains the portion of the call that occurs
after the start record button is clicked. There are limits to how many simultaneous call recording
sessions can be performed. Later chapters in this document discuss these limits.
stop call recording on demand. The call recording only contains the portion of the call that occurs
after the start record button is clicked. There are limits to how many simultaneous call recording
sessions can be performed. Later chapters in this document discuss these limits.
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Complete Call Recording. CAD can be configured to automatically start and stop recording upon
call answer and release. Conditions upon which calls are to be recorded are defined in the
application script. There are limits to how many simultaneous call recording sessions can be
performed. Later chapters in this document discuss these limits.
call answer and release. Conditions upon which calls are to be recorded are defined in the
application script. There are limits to how many simultaneous call recording sessions can be
performed. Later chapters in this document discuss these limits.
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Automatic Failover. Upon failure of the active Unified CCX server, CAD will automatically
re-login agents on the standby server, and the agent will be placed into a not ready state. Upon failure
of the active Unified CCX server, active calls on agents phones will survive. However, the call
duration and other information associated with the call in the historical reporting database may be
impacted. Historical reports generated for time frames in which a failover occurred will have
missing or incorrect data. It will be called out in the report that a failover occurred.
re-login agents on the standby server, and the agent will be placed into a not ready state. Upon failure
of the active Unified CCX server, active calls on agents phones will survive. However, the call
duration and other information associated with the call in the historical reporting database may be
impacted. Historical reports generated for time frames in which a failover occurred will have
missing or incorrect data. It will be called out in the report that a failover occurred.
IP Phone Agent (IPPA)
The advanced ACD functionality provides IPPA the following additional feature:
•
On-Demand Call Recording. IPPA can be configured to allow clicking a single button to start and
stop call recording on demand. The call recording only contains the portion of the call that occurs
after the start record button is clicked. There are limits to how many simultaneous call recording
sessions can be performed. Later chapters in this document discuss these limits.
stop call recording on demand. The call recording only contains the portion of the call that occurs
after the start record button is clicked. There are limits to how many simultaneous call recording
sessions can be performed. Later chapters in this document discuss these limits.
Cisco Supervisor Desktop (CSD)
The Advanced ACD functionality provides a supervisor desktop that includes the following additional
features:
features:
•
Silent Monitoring. CSD allows a supervisor to silently monitor agent calls. Agents can be
configured to be aware or unaware that they are being monitored.
configured to be aware or unaware that they are being monitored.