Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Notas De La Versión
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Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 1 Cisco Unified Contact Center Express Overview and Packaging
Quality Management and Compliance Recording
deployed with a Cisco Unified CCX system in the configuration. In addition, CR recording licenses can
be assigned to supervisors, managers or archive user roles, thus enabling CR licensed users to access a
wider scope of calls within the QM desktop application.
be assigned to supervisors, managers or archive user roles, thus enabling CR licensed users to access a
wider scope of calls within the QM desktop application.
lists the Quality Management licensed component.
Note
Advanced QM is available starting with Cisco Unified CCX 5.0(2).
Compliance Recording is available starting with Cisco Unified CCX 7.0(1) SR4.
Quality Management is licensed on a per-named user basis and provides all the server software required
with the exception of the Windows operation system (Windows 2003) and database software (Microsoft
SQL 2005) for the QM server, which must be purchased off the shelf.
with the exception of the Windows operation system (Windows 2003) and database software (Microsoft
SQL 2005) for the QM server, which must be purchased off the shelf.
describes the features available in each Quality Management package.
Table 1-13
Quality Management Licensed Component
License
Premium
Enhanced
Standard
Compliance Recording
Available.
Available.
Available.
Quality Management
Configured User.
Configured User.
Available.
Not available.
Not available.
Advanced QM
Available.
Not available.
Not available.
Table 1-14
Features Available in Each Quality Management Package
Feature
Compliance
Recording
Recording
QM
Advanced QM
Endpoint recording, background software
services.
services.
Available.
Available.
Available.
Server-based recording (via SPAN port) for
thin client environments.
thin client environments.
Available.
Available.
Available.
Secure login, user role based model for
access scope.
access scope.
Available.
Available.
Available.
Agent, supervisor, manager, role based
dashboards.
dashboards.
Not available.
Available.
Available.
Users synchronized with CCX or
administered directly in QM.
administered directly in QM.
Not available.
Available.
Available.
Evaluator/agent comment threads.
Not available.
Available.
Available.
Compressed, encrypted recordings transfer
during off-peak hours.
during off-peak hours.
Available.
Available.
Available.
Immediate upload of Archival recordings
from recording service.
from recording service.
Available.
Available.
Available.
Append custom metadata to recordings for
enhanced search.
enhanced search.
Available.
Available.
Available.
On-demand call tagging.
Available.
Available.
Available.
Partial call recording.
Available.
Available.
Available.