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
Preface
Purpose
This document provides system-level best practices and design guidance for the Cisco Unified Contact
Center Express (Unified CCX), Release 4.1. With proper planning, design, and implementation, Unified
CCX provides a reliable and flexible voice processing and contact center solution for the enterprise.
Center Express (Unified CCX), Release 4.1. With proper planning, design, and implementation, Unified
CCX provides a reliable and flexible voice processing and contact center solution for the enterprise.
Audience
This design guide is intended for the system architects, designers, engineers, and Cisco channel partners
who want to apply best design practices for Unified CCX.
who want to apply best design practices for Unified CCX.
This design guide assumes that the reader is already familiar with the following concepts:
•
Cisco Unified CallManager Administration
•
Unified CCX and Cisco Unified IP IVR (Unified IP IVR) administration
•
General system requirements and network design guidelines available from your local Cisco
Systems Engineer (SE)
Systems Engineer (SE)
Scope
This document describes the various components used to build a Unified CCX system, and it gives
recommendations on how to combine those components into an effective solution for your enterprise.
recommendations on how to combine those components into an effective solution for your enterprise.
The following topics are not covered in this design guide:
•
Installation and configuration of Unified CCX, Unified IP IVR, and Cisco Agent Desktop. For more
information about these Cisco products, refer to the online product documentation available at
Cisco.com.
information about these Cisco products, refer to the online product documentation available at
Cisco.com.
•
Unified IP IVR and Cisco Unified Queue Manager (Unified QM) programming guidelines. Unified
CCX is a packaged solution built upon a Cisco software platform called Customer Response
Solutions (CRS). The CRS platform supports other solution packages—Unified IP IVR and Unified
QM. Unified IP IVR and Unified QM are primarily used with Cisco Unified Contact Center
Enterprise (Unified CCE) . Unlike Unified CCX, the Unified IP IVR and Unified QM solutions do
not provide ACD and CTI functions. In Unified CCE deployments, the ACD and CTI functions are
CCX is a packaged solution built upon a Cisco software platform called Customer Response
Solutions (CRS). The CRS platform supports other solution packages—Unified IP IVR and Unified
QM. Unified IP IVR and Unified QM are primarily used with Cisco Unified Contact Center
Enterprise (Unified CCE) . Unlike Unified CCX, the Unified IP IVR and Unified QM solutions do
not provide ACD and CTI functions. In Unified CCE deployments, the ACD and CTI functions are