Cisco Cisco Agent Desktop 8.0 Fiche De Données
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Please Note: There is a performance impact associated with an increase in the number of dialing list records in
the system. The number of dialing list records that are supported depends on multiple factors:
●
number of running campaigns
●
system load
●
database space availability
●
data retention limit for historical reporting purposes
While there is no upper limit enforced by the software for the number of dialing list records, a dialing list size of
400,000 (including both active and inactive records) has been validated and this limit can be considered
supported.
Computer Telephony Integration
Cisco Unified Contact Center Express can integrate with any CRM or other application that can run on the agent’s
Microsoft Windows desktop. Integration is achieved by using a powerful real-time programmable CTI workflow
engine that invokes keystroke-macro emulation to automate the transfer of caller-entered information, or
performing an external application action. Cisco Unified Contact Center Express provides powerful integration
tools through support for custom Java classes and methods that can be invoked under real-time workflow control.
These features facilitate the integration of Cisco Agent Desktop with other Windows and web-based applications
with minimal software development.
In addition, Cisco Unified Contact Center Express Premium allows you to apply HTTP integration to provide
integration and a screen pop with browser-based applications such as Salesforce.com running in the Cisco Agent
Desktop embedded browser.
Finally, Cisco Unified Contact Center Express third-party CTI protocol provides for deep integration with ACD and
IVR subsystems for traditional custom CTI integrations.
IVR and Self-Service Capabilities and Benefits
Unlike many competitive products, Cisco Unified Contact Center Express does not require purchase of additional
IVR services, but rather provides an integrated, ready-to-use IVR solution. Every package provides an IVR queue
point, custom call treatment, arbitrarily deep voice menus, custom voice prompts, and the ability to process
customer phone-keypad presses through dual tone multifrequency (DTMF) processing to make routing decisions
or to present a screen pop to the agent.
Cisco Unified Contact Center Express Premium adds the ability to have true, sophisticated, and fully automated
self-service applications integrated with your agent-assisted contact interaction management. This critical feature
enables significant cost reduction on a per-contact basis and provides significant flexibility in handling customer
contacts.
Two, full self-service IVR ports are packaged at no additional charge with each Cisco Unified Contact Center
Express Premium seat subject to the maximum ports limit per server class. In addition, support is provided for
adding advanced self-service technologies such as Automatic Speech Recognition (ASR), Text to Speech (TTS),
and Voice XML (VoiceXML). The application also supports real-time notification services through email and third-
party fax or paging solutions, as well as the ability to invoke custom workflow processing (for example, web-based
callback) through HTTP requests.