Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) Notas De La Versión
1-7
Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 1 Cisco Unified Contact Center Express Overview and Packaging
Inbound Voice
Re-route on Ring No Answer. If the selected
agent does not answer within the allowed time
limit, the caller retains the position in queue. Any
screen pop data is also preserved.
agent does not answer within the allowed time
limit, the caller retains the position in queue. Any
screen pop data is also preserved.
Included.
Included.
Included.
Cisco Unified Intelligent Contact Management
Enterprise (Cisco Unified ICME) Integration.
Cisco Unified CCX can integrate with Cisco
Unified ICME 7.x. Cisco Unified ICME
integration provides the following capabilities:
Enterprise (Cisco Unified ICME) Integration.
Cisco Unified CCX can integrate with Cisco
Unified ICME 7.x. Cisco Unified ICME
integration provides the following capabilities:
•
The ability for Cisco Unified CCX to send
agent, queue, and call state changes to Cisco
Unified ICME software
agent, queue, and call state changes to Cisco
Unified ICME software
•
The ability of Cisco Unified ICME software
to intelligently route and load balance (using
pre-routing or post-routing) calls across
multiple ACD sites, which can include one or
more Cisco Unified CCX systems, Cisco
Unified CCE systems, or traditional ACDs
(that are supported by Cisco Unified ICME
software). Calls routed to an Cisco Unified
CCX application can also be sent call data so
that the data can be popped onto an agent
screen.
to intelligently route and load balance (using
pre-routing or post-routing) calls across
multiple ACD sites, which can include one or
more Cisco Unified CCX systems, Cisco
Unified CCE systems, or traditional ACDs
(that are supported by Cisco Unified ICME
software). Calls routed to an Cisco Unified
CCX application can also be sent call data so
that the data can be popped onto an agent
screen.
•
The ability for Cisco Unified CCX to send
post-route requests with call data to the Cisco
Unified ICME software to request routing
instructions. This event could be in response
to a new call that just arrived at Cisco Unified
CCX or a call that is being transferred from an
IVR port or agent. Call data included in the
post-route request can be used by the Cisco
Unified ICME software to profile route the
call. Call data is also passed to the terminating
ACD site (Cisco Unified CCX, Cisco Unified
CCE, or traditional ACD) for an agent screen
pop.
post-route requests with call data to the Cisco
Unified ICME software to request routing
instructions. This event could be in response
to a new call that just arrived at Cisco Unified
CCX or a call that is being transferred from an
IVR port or agent. Call data included in the
post-route request can be used by the Cisco
Unified ICME software to profile route the
call. Call data is also passed to the terminating
ACD site (Cisco Unified CCX, Cisco Unified
CCE, or traditional ACD) for an agent screen
pop.
•
The ability for Cisco Unified ICME software
to provide multi-site ACD reporting for a
mixed network of ACD sites, which can
include one or more Cisco Unified CCX
systems, Cisco Unified CCE systems, or
traditional ACDs.
to provide multi-site ACD reporting for a
mixed network of ACD sites, which can
include one or more Cisco Unified CCX
systems, Cisco Unified CCE systems, or
traditional ACDs.
Note
Integration of Cisco Unified CCX with
Cisco Unified ICME is supported for
Cisco Unified Communications Manager,
but not Cisco Unified Communications
Manager Express.
Cisco Unified ICME is supported for
Cisco Unified Communications Manager,
but not Cisco Unified Communications
Manager Express.
Optional.
Optional.
Optional.
Table 1-4
ACD Features Available in Each Cisco Unified CCX Package (continued)
Feature
Premium
Enhanced
Standard