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
competency-based routing and prioritized queueing techniques available for normal inbound voice
calls. Support for this example is not provided out-of-the-box and requires development, testing, and
support by an IPC Specialized partner.
calls. Support for this example is not provided out-of-the-box and requires development, testing, and
support by an IPC Specialized partner.
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MRCP Integration to Automatic Speech Recognition (ASR) and Text-to-Speech (TTS)
Services. Unified CCX integration to MRCP compliant ASR and TTS servers is provided as part of
Unified CCX Premium. Tested ASR and TTS vendors are Nuance and Scansoft. ASR and TTS
software must be purchased from one of these vendors. Cisco no longer sells ASR and TTS software
as an option for Unified CCX.
Services. Unified CCX integration to MRCP compliant ASR and TTS servers is provided as part of
Unified CCX Premium. Tested ASR and TTS vendors are Nuance and Scansoft. ASR and TTS
software must be purchased from one of these vendors. Cisco no longer sells ASR and TTS software
as an option for Unified CCX.
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Remote Silent Monitoring provides a mechanism for silent monitoring of calls using an IP Phone
or a PSTN phone. This form of silent monitoring does not require a CSD application to be running
but does require a seat license for any supervisor engaged in remote silent monitoring. Remote silent
monitoring also does not require any data network connectivity and is ideally suited for management
of outsourcer customers of a call center service provider. The agent is unaware when being silent
monitored using remote silent monitoring.
or a PSTN phone. This form of silent monitoring does not require a CSD application to be running
but does require a seat license for any supervisor engaged in remote silent monitoring. Remote silent
monitoring also does not require any data network connectivity and is ideally suited for management
of outsourcer customers of a call center service provider. The agent is unaware when being silent
monitored using remote silent monitoring.
Advanced ACD Functionality
The Unified CCX Enhanced and Premium packages include both basic and advanced ACD functionality.
In addition to the basic ACD functionality discussed in the section, Basic ACD Functionality, advanced
ACD functionality is provided in the following five areas:
In addition to the basic ACD functionality discussed in the section, Basic ACD Functionality, advanced
ACD functionality is provided in the following five areas:
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Call routing and queueing
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Cisco Agent Desktop (CAD)
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IP Phone Agent (IPPA)
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Cisco Supervisor Desktop (CSD)
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Historical Reporting
Call Routing and Queuing
The Advanced ACD functionality provides the following call routing and queueing features:
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Agent Skill and Competency-Based Routing. Agents can be configured with multiple skills (up
to 50), each with a different competency level (up to 10). Contact Service Queues (also known as
skill groups) can be configured as requiring multiple skills (up to 50), each with a different minimum
skill competency level (up to 10). The Unified CCX routing logic then matches the caller and contact
requirements with agent skills to find the optimal match using one of the following agent selection
criteria:
to 50), each with a different competency level (up to 10). Contact Service Queues (also known as
skill groups) can be configured as requiring multiple skills (up to 50), each with a different minimum
skill competency level (up to 10). The Unified CCX routing logic then matches the caller and contact
requirements with agent skills to find the optimal match using one of the following agent selection
criteria:
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Longest Available, Most Handled Contacts, or Shortest Average Handle time
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Most skilled, most skilled by weight, or most skilled by order
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Least skilled, least skilled by weight, or least skilled by order
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Dynamic Reskilling. Changes to CSQ skills and competencies and agent skills and competencies
are applied immediately.
are applied immediately.
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Prioritized Queuing. Customer contacts can be prioritized (up to 10 levels) based upon call or
customer data, and calls may be moved within or among queues under workflow control using
priority information.
customer data, and calls may be moved within or among queues under workflow control using
priority information.
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Agent Routing. Unified CCX routing applications can select a specific agent if that agent is in a
“ready” state.
“ready” state.