Cisco Cisco Unified Contact Center Express 10.6(1) 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
The Unified CCX server has a single licensing flag which designates whether IVR ports have basic or
advanced functionality. Therefore, all ports must be the same—all basic or all advanced. If you need any
of the advanced IVR features, you must order the Unified CCX Premium packaging.
advanced functionality. Therefore, all ports must be the same—all basic or all advanced. If you need any
of the advanced IVR features, you must order the Unified CCX Premium packaging.
In addition to the functionality discussed above in the section
, the
advanced IVR functionality includes the following:
•
Database Integration. The Unified CCX server can interoperate with any ODBC-compliant
database. Databases tested and supported by Cisco are listed in the Cisco CRS Software and
Hardware Compatibility Guide located here:
database. Databases tested and supported by Cisco are listed in the Cisco CRS Software and
Hardware Compatibility Guide located here:
Data retrieved from databases can be used with the conditional routing capabilities to provide
customer profile-based routing and queueing. For example, a premier customer could be routed to
a different group of agents or prioritized higher in queue than non-premier customers. Customers
who have purchased products A & B, could be told about complementary product C while they are
waiting for an agent. Database integration also provides the ability to offer complete self-service
applications to callers. Database views are not supported using the CRS Editor database steps, but
database views could be accessed using VoiceXML or Java logic modules.
customer profile-based routing and queueing. For example, a premier customer could be routed to
a different group of agents or prioritized higher in queue than non-premier customers. Customers
who have purchased products A & B, could be told about complementary product C while they are
waiting for an agent. Database integration also provides the ability to offer complete self-service
applications to callers. Database views are not supported using the CRS Editor database steps, but
database views could be accessed using VoiceXML or Java logic modules.
•
HTTP Triggers. The Unified CCX server can receive a customer contact request by way of an
HTTP trigger. This allows web users to be offered service by way of a “click to talk to an agent”
button. Information collected using the web (a customer call back number, account number,
shopping cart content, and so forth) can be passed to the Unified CCX script to allow customer
profile-based routing and a data-rich screen pop. These contacts can be prioritized and routed using
the same methods available to normal inbound voice callers. HTTP Triggers could also be used to
provide some simple browser-based e-mail routing, text chat request routing, call back request
routing, and preview outbound dialing. The result is an integrated enterprise-wide multichannel,
inbound and outbound blended queue on customer contacts. Note though that support for these
application usage examples are not provided out of the box and require development, testing, and
support by an experienced application developer from a Cisco IPC Specialized partner.
HTTP trigger. This allows web users to be offered service by way of a “click to talk to an agent”
button. Information collected using the web (a customer call back number, account number,
shopping cart content, and so forth) can be passed to the Unified CCX script to allow customer
profile-based routing and a data-rich screen pop. These contacts can be prioritized and routed using
the same methods available to normal inbound voice callers. HTTP Triggers could also be used to
provide some simple browser-based e-mail routing, text chat request routing, call back request
routing, and preview outbound dialing. The result is an integrated enterprise-wide multichannel,
inbound and outbound blended queue on customer contacts. Note though that support for these
application usage examples are not provided out of the box and require development, testing, and
support by an experienced application developer from a Cisco IPC Specialized partner.
•
E-mail Generation. The Unified CCX server can generate and send e-mails for things such as order
confirmation. E-mail attachments are also supported. An e-mail could potentially be sent to a fax
server solution which would accept the e-mail and fax it to the appropriate number. Please note this
capability is not provided out-of-the-box by Unified CCX, but instead must be developed, tested,
and supported by a Cisco IPC Specialized partner. Unified CCX Premium can be integrated with
third-party FAX and paging services to provide on demand FAX and paging services under
workflow control. Please refer to the following white paper with details and examples.
confirmation. E-mail attachments are also supported. An e-mail could potentially be sent to a fax
server solution which would accept the e-mail and fax it to the appropriate number. Please note this
capability is not provided out-of-the-box by Unified CCX, but instead must be developed, tested,
and supported by a Cisco IPC Specialized partner. Unified CCX Premium can be integrated with
third-party FAX and paging services to provide on demand FAX and paging services under
workflow control. Please refer to the following white paper with details and examples.
•
Voice XML 2.0 Support. Unified CCX supports executing application logic developed with the
Voice XML standard. VXML is required for certain complex grammar ASR and TTS interactions
and is optional for an DTMF or simple ASR or TTS voice interaction service creation. This allows
organizations to reuse application logic from other applications—like a transaction server to a
mainframe database.
Voice XML standard. VXML is required for certain complex grammar ASR and TTS interactions
and is optional for an DTMF or simple ASR or TTS voice interaction service creation. This allows
organizations to reuse application logic from other applications—like a transaction server to a
mainframe database.
•
Java Support. The Unified CCX server can support logic defined using Java. Java support allows
for logic from existing web and Java applications to be reused.
for logic from existing web and Java applications to be reused.
•
IVR Port Call Recording. The Unified CCX server can record input from callers. This could be
used to allow call center staff to remotely record new announcements or prompts. This could also
be used to prompt callers to leave a message and then by way of Unified CCX application
development, the voicemail could be routed to an appropriately qualified agent using the same
used to allow call center staff to remotely record new announcements or prompts. This could also
be used to prompt callers to leave a message and then by way of Unified CCX application
development, the voicemail could be routed to an appropriately qualified agent using the same