Cisco Cisco Customer Response Solution Downloads Guía De Diseño
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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
Table 1-2
Licensed Seat Product Components by Unified CCX Package
Basic IVR Functionality
All Unified CCX packages include basic IVR functionality. Basic IVR (prompt and collect) provides the
ability to prompt callers for information and to collect information by way of DTMF. This feature is used
for menus (such as press 1 for sales, press 2 for service...) and basic information collection (please enter
your account number, order number...). The number of CTI ports allowed varies by server type and what
other functions are running on that server. The maximum number of CTI ports possible for an Unified
CCX deployment is 300. The ordering and configuration tool assists you in the sizing and selection of
an appropriate server for any given deployment scenario. The basic CTI ports are not licensed separately.
The cost for the basic IVR functionality is included in the server and seat licensing costs.
ability to prompt callers for information and to collect information by way of DTMF. This feature is used
for menus (such as press 1 for sales, press 2 for service...) and basic information collection (please enter
your account number, order number...). The number of CTI ports allowed varies by server type and what
other functions are running on that server. The maximum number of CTI ports possible for an Unified
CCX deployment is 300. The ordering and configuration tool assists you in the sizing and selection of
an appropriate server for any given deployment scenario. The basic CTI ports are not licensed separately.
The cost for the basic IVR functionality is included in the server and seat licensing costs.
Basic call controls like terminate, transfer, and place call are also supported as part of the basic IVR
functionality.
functionality.
Basic XML document processing is also supported as part of the basic IVR functionality. This function
could be used to access system-wide static data like a list of holidays, hours of operations, or a short list
of hot customer accounts.
could be used to access system-wide static data like a list of holidays, hours of operations, or a short list
of hot customer accounts.
Basic ACD Functionality
All Unified CCX packages include basic ACD functionality. Here we define ACD functionality in the
following five areas:
following five areas:
•
Call routing and queuing
•
Cisco Agent Desktop (CAD)
•
IP Phone Agent (IPPA)
•
Cisco Supervisor Desktop (CSD)
Unified CCX Package
Licensed Seat Product Components
Standard
Cisco Agent Desktop (CAD) Standard
Cisco IP Phone Agent (IPPA) Standard
Cisco Supervisor Desktop (CSD) Standard
Cisco Historical Reporting Standard
Enhanced
Cisco Agent Desktop (CAD) Enhanced
Cisco IP Phone Agent (IPPA) Enhanced
Cisco Supervisor Desktop (CSD) Enhanced
Cisco Historical Reporting Enhanced
Cisco On Demand Recording
Premium
Cisco Agent Desktop (CAD) Enhanced
Cisco IP Phone Agent (IPPA) Enhanced
Cisco Supervisor Desktop (CSD) Enhanced
Cisco Historical Reporting Enhanced
Cisco On Demand Recording