Cisco Cisco Unified Contact Center Enterprise 8.5(2) Leaflet

Cisco

Index

IN-12

Cisco Unified Contact Center Enterprise 7.5 SRND

defined

9-3

hardening

8-3

load balancing

Peripheral Gateway (PG)

redundancy

11-9

required for Cisco Agent Desktop

10-5

required for CTI Desktop

10-4

sizing

supported platforms

11-9

service

grade

9-3

level

9-4

service level goal (SLG)

9-9

Service Control Interface (SCI)

1-5

service level goal (SLG)

9-9

Services Management Console (SMC)

4-7

settings for agent desktop

1-25

shrinkage of agent staffing

9-16

Siebel

4-16

silent monitoring

4-3, 4-18, 6-13, 12-25, 12-27

single dialer deployment

5-7

single link

2-44

single-site deployment model

2-11

single-step conference

1-33

SIP support

2-8

site-to-site communications

2-43

sizing

agents

bandwidth

12-1, 12-16

basic example

9-12

best practices

9-17

calculator

5-10, 9-7, 10-1

call center resources

9-1

call treatment example

9-14

Cisco Agent Desktop

Cisco Unified Communications Manager
servers

11-1

clusters

factors to consider

gateway ports

9-14

inbound call center

9-12

IP IVR ports

9-13

mobile agents

6-15, 11-14

Peripheral Gateway (PG)

Peripheral Interface Manager (PIM)

ports

9-14

PSTN trunks

tools

5-10, 9-7, 10-1

Unified CCE components and servers

wrap-up time example

9-15

skill groups

1-25, 10-12, 10-14

Skinny Client Control Protocol (SCCP)

2-17

9-9

SMC

4-7

softphone

1-11

Software Development Kit (SDK)

4-12

SPAN

10-18

staffing considerations

9-16

standalone mode

8-17

1-26

Supervisor Desktop

bandwidth requirements

bandwidth usage

described

4-11

prepackaged CRM integrations

4-5

types of

4-5

supervisors

supported server platforms

11-9

support tools node agent

8-8

Switched Port Analyzer (SPAN)

10-18

switching

1-4

System CCE

1-21, 2-4, 5-10

system performance monitoring

T

Takeback N Transfer (TNT)

1-36

talk time

9-3