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
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Barge-in. CSD allows a supervisor to barge in on an agent call. The barge-in feature enters the
supervisor, the agent, and the caller into a three-way conference. This feature requires the supervisor
to have the CAD application open and to be logged in as an agent. The agent is aware when the
supervisor barges in. Barge-in is supported for agents using CAD with IP Communicator, CAD with
IP Phone, or IPPA.
supervisor, the agent, and the caller into a three-way conference. This feature requires the supervisor
to have the CAD application open and to be logged in as an agent. The agent is aware when the
supervisor barges in. Barge-in is supported for agents using CAD with IP Communicator, CAD with
IP Phone, or IPPA.
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Intercept. CSD allows a supervisor to intercept an agent call. The Intercept feature transfers the call
to the supervisor. This feature requires the supervisor to have the CAD application open and to be
logged in as an agent. As the call releases from the agent desktop and phone, the agent is aware when
Intercept occurs. The agent is then available to take another call. Intercept is supported for agents
using CAD with IP Communicator, CAD with IP Phone, or IPPA.
to the supervisor. This feature requires the supervisor to have the CAD application open and to be
logged in as an agent. As the call releases from the agent desktop and phone, the agent is aware when
Intercept occurs. The agent is then available to take another call. Intercept is supported for agents
using CAD with IP Communicator, CAD with IP Phone, or IPPA.
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On-Demand Agent Call Recording. CSD allows a supervisor to dynamically start and stop
recording agent calls on demand. Agents are not aware that they are being recorded. The call
recording only contains the portion of the call that occurs after the start record button is clicked.
There are limits to how many simultaneous call recording sessions can be performed. The
deployment models chapter discusses these limits. Call Recording is supported for agents using
CAD with IP Communicator, CAD with IP Phone, or IPPA.
recording agent calls on demand. Agents are not aware that they are being recorded. The call
recording only contains the portion of the call that occurs after the start record button is clicked.
There are limits to how many simultaneous call recording sessions can be performed. The
deployment models chapter discusses these limits. Call Recording is supported for agents using
CAD with IP Communicator, CAD with IP Phone, or IPPA.
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Call Recording Playback and Exports. The CSD Record Viewier application allows a supervisor
to play back calls which were recorded with the last 7 days. Supervisors can sort the recorded call
list by agent, DN, or date/time. Within Record Viewer, supervisors can tag selected recordings for a
30-day extended archiving, and supervisors can also save selected recordings in a .wav format into
a specified folder for permanent archiving.
to play back calls which were recorded with the last 7 days. Supervisors can sort the recorded call
list by agent, DN, or date/time. Within Record Viewer, supervisors can tag selected recordings for a
30-day extended archiving, and supervisors can also save selected recordings in a .wav format into
a specified folder for permanent archiving.
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Automatic Failover and Re-login. Upon CRS Engine failover, the CSD automatically fails over to
the standby CRS Engine so the supervisor does not have to re-login.
the standby CRS Engine so the supervisor does not have to re-login.
Advanced CTI Functionality
The Unified CCX Enhanced and Premium packages include both basic and advanced CTI functionality.
In addition to the basic CTI functionality discussed in the section,
In addition to the basic CTI functionality discussed in the section,
, the
advanced CTI functionality allows call data to be passed to other Windows-based desktop applications
(like CRM applications) for an application screen pop on ringing. Passing data to other applications is
performed by way of keystroke macros that are then associated with specific call events such as call
ringing or call release. With keystroke macros, no programming is required to develop a screen pop
application. With the Enhanced package, internal CRS engine-generated data or data obtained from
XML data sources may be used. The Unified CCX Premium package adds support for using data from
supported databases using workflow-based SQL queries.
(like CRM applications) for an application screen pop on ringing. Passing data to other applications is
performed by way of keystroke macros that are then associated with specific call events such as call
ringing or call release. With keystroke macros, no programming is required to develop a screen pop
application. With the Enhanced package, internal CRS engine-generated data or data obtained from
XML data sources may be used. The Unified CCX Premium package adds support for using data from
supported databases using workflow-based SQL queries.
Historical Reporting
Supervisors can view historical reporting statistics for the entire contact center using the Historical
Reports client. See the Cisco CRS Historical Reports User Guide for more reporting details available
through the Historical Reports Application.
Reports client. See the Cisco CRS Historical Reports User Guide for more reporting details available
through the Historical Reports Application.
Custom reporting templates can be generated using a combination of the Crystal Reports Developer’s
Toolkit and SQL stored procedures using the Cisco CRS Database Schema. For more information on
custom reporting, see the Cisco CRS Historical Reporting Administrator and Developer Guide.
Toolkit and SQL stored procedures using the Cisco CRS Database Schema. For more information on
custom reporting, see the Cisco CRS Historical Reporting Administrator and Developer Guide.