Cisco Cisco Customer Response Solution Downloads Design Guide

Cisco

Index

IN-4

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

Basic ACD

1-4

Basic CTI

1-7

Basic IVR

1-4

functionality included

1-2

primary functions

1-2

percent blockage

4-2

performance criteria

categories

5-2

effects of

5-2

Ping

6-13

Policy Based Routing (PBR)

6-13

Port Address Translation (PAT)

6-13

ports

gateway

4-1

interfaces

6-14

IVR

4-2

protocols

6-14

PSTN

4-1

queue

4-2

sizing

4-5

utilization

6-12

preface

vii

preliminary information

4-2

protocols

provisioning (See sizing)

PSTN

4-1

purpose of this guide

vii

Q

QoS

QoS mechanisms

for WAN bandwidth use

6-7

Quality of Service (QoS)

queue ports

4-2

queuing

prioritized

1-9

R

real-time reports

2-5

Recording Server

2-7

redundant

2-8

releases of software

viii

remote agent

6-1

Remote Agent Traffic Profile

6-1

remote silent monitoring

1-9

remote supervisory monitoring

2-9

reports

historical

2-5

2-5

resource requirements

4-5

revisions history

routing

agent

1-9

agent skill

1-9

competency based

1-9

RSPAN

B-1

RTP streams

2-8

rules for design

3-3

S

scope of this guide

vii

security

servers

capacities

A-1

limits

A-1

sizing

serviceability

6-12

service level

4-2

silent monitoring

1-10

bandwidth usage

6-2

providers

6-2

remote

1-9

requestors

6-2

sizing