Cisco Cisco Customer Response Solution Downloads Guía De Diseño
C H A P T E R
4-1
Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
4
Basics of Call Center Sizing
This chapter introduces the basic concepts involved in call center sizing
This chapter contains the following sections:
•
•
•
•
.
Terminology
illustrates the common port types and how they map to Unified CCX .
Figure 4-1
Call Center Port Types
Call center sizing differentiates the port types as follows:
•
Gateway or PSTN trunk ports — handle calls originating from the PSTN. They are purchased
separately from Unified CCX.
separately from Unified CCX.
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IVR
Ports
Queue
Ports
Trunk
Ports
PBX
IVR
ACD
Agents
Unified CCX
Trunk
Gateway
Ports
IVR
Ports
Queue
Ports
M
PSTN
V
Unified CM
PSTN
Agents
CTI Port
Example
TDM
Call
Center
Config
Example
Cisco
IPT
Call
Center
Config
IP
IP