Cisco Cisco Customer Response Solution Downloads Guía De Diseño
C H A P T E R
2-1
Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
2
Cisco Unified Contact Center Express
Solution Architecture
Solution Architecture
Cisco Unified Contact Center Express (Unified CCX) is a solution composed of many components.
These components include not just the Unified CCX software and the servers upon which that software
runs, but also include Cisco Unified CallManager, Cisco routers, Cisco data switches, Cisco Voice
Gateways, and Cisco IP Phones. Unified CCX software is part of the Customer Response Solutions
(CRS) software platform. CRS provides the software capabilities for not just Unified CCX, but also
Unified IP IVR and Unified Queue Manager (Unified QM). (Note that Extended Services is no longer
offered as part of Cisco Unified CallManager for either Cisco CRS 3.5, 4.0, or 4.1 releases.) Unified IP
IVR and Unified QM are primarily used for Cisco Unified Contact Center Enterprise (Unified CCE)
deployments. A single physical server can run only one of the CRS packages, either Unified CCX,
Unified IP IVR, or Unified QM.
These components include not just the Unified CCX software and the servers upon which that software
runs, but also include Cisco Unified CallManager, Cisco routers, Cisco data switches, Cisco Voice
Gateways, and Cisco IP Phones. Unified CCX software is part of the Customer Response Solutions
(CRS) software platform. CRS provides the software capabilities for not just Unified CCX, but also
Unified IP IVR and Unified Queue Manager (Unified QM). (Note that Extended Services is no longer
offered as part of Cisco Unified CallManager for either Cisco CRS 3.5, 4.0, or 4.1 releases.) Unified IP
IVR and Unified QM are primarily used for Cisco Unified Contact Center Enterprise (Unified CCE)
deployments. A single physical server can run only one of the CRS packages, either Unified CCX,
Unified IP IVR, or Unified QM.
This chapter includes the following sections:
•
•
•
•
•
•
•
•
•
•
•
•