Cisco Cisco Customer Response Solution Downloads Design Guide

Cisco

IN-1

Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1

I N D E X

A

A2Q bid assurance

5-1

accessing corporate data stores

6-12

Active Directory

C-1

Advanced ACD features

1-9

Advanced CTI features

1-11

Advanced IVR features

1-7

agents

6-1

service level goal

4-2

AHT

4-2

application integration

with CAD

1-10

Architecture

2-1

ASR

integration

1-8

resource allocation

2-11

2-11

audience for this guide

vii

automatic failover

with CAD

1-10

with CSD

1-11

Automatic Speech Recognition (ASR)

2-11

average handle time (AHT)

4-2

AVVID network

2-14

B

bandwidth

6-1

6-5

estimating

6-1

for desktop applications

6-8

for VoIP Monitor Service

6-6

IP Phone call usage

6-4

per-call packet size requirements

6-4

silent monitoring usage

6-2

Barge-in

with CSD

1-11

Basic ACD features

1-4

Basic CTI features

1-7

Basic IVR features

1-4

BHCA

4-2

bid assurance, A2Q requirements

5-1

blocked calls

4-2

Busy Hour Call Attempts (BHCA)

4-2

C

CAC

6-13

call admission control (CAC)

6-13

call blockage

4-2

call center sizing

4-1

principal steps and design considerations

4-4

call flow example

2-3

call recording playback and exports

with CSD

1-11

call routing and queueing

1-9

capacities of servers

A-1

Catalyst switches

max SPAN sessions allowed

B-2

Cisco QM

vii

Citrix

support for CAD

2-10

terminal services

2-10

classification of traffic

6-13

cluster