Cisco Cisco Customer Response Solution Downloads Guida Alla Progettazione
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Cisco Unified Contact Center Express Solution Reference Network Design, Release 4.1
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Cisco Unified Contact Center Express Overview
and Packaging
and Packaging
This chapter describes the basic architecture and capabilities of Cisco Unified Contact Center Express
(Unified CCX) and explains how to match those capabilities to your system requirements. This chapter
contains the following sections:
(Unified CCX) and explains how to match those capabilities to your system requirements. This chapter
contains the following sections:
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Unified CCX Overview
Unified CCX is a tightly integrated contact center solution providing three primary functions—IVR,
ACD, and CTI. The IVR function provides up to 300 IVR ports to interact with callers by way of either
DTMF or speech input. The ACD function provides the ability to intelligently route and queue calls to
up to 300 agents. The CTI function provides “screen pop” and interaction with other Windows-based
desktop applications.
ACD, and CTI. The IVR function provides up to 300 IVR ports to interact with callers by way of either
DTMF or speech input. The ACD function provides the ability to intelligently route and queue calls to
up to 300 agents. The CTI function provides “screen pop” and interaction with other Windows-based
desktop applications.
The Unified CCX software runs on approved Cisco MCS, HP, or IBM servers and uses Cisco Unified
CallManager for call processing. The Unified CCX software can run on the same server with Cisco
Unified CallManager (co-resident) or on a separate server. For more information on co-resident
deployments, see the following web page:
CallManager for call processing. The Unified CCX software can run on the same server with Cisco
Unified CallManager (co-resident) or on a separate server. For more information on co-resident
deployments, see the following web page:
For larger deployments requiring large amounts of historical reporting, silent monitoring, or recording,
multiple servers might be required for the Unified CCX software. Unified CCX also offers a High
Availability option which requires additional servers. A major purpose of this design guide is to help
system designers determine the number and type of servers required for an Unified CCX deployment.
multiple servers might be required for the Unified CCX software. Unified CCX also offers a High
Availability option which requires additional servers. A major purpose of this design guide is to help
system designers determine the number and type of servers required for an Unified CCX deployment.
Cisco Unified CallManager provides the functionality typically associated with a PBX—call setup,
teardown, and transition (transfer, conference, hold, retrieve). For calls requiring intelligent routing and
queueing, Cisco Unified CallManager interacts with Unified CCX. Within Cisco Unified CallManager,
a phone device called a CTI port is defined. A CTI port is an IP endpoint where a Voice over IP (VoIP)
call can be terminated. A CTI port is defined in Cisco Unified CallManager for each Unified CCX IVR
port. For the remainder of this document, we will refer to the IVR ports and CTI ports interchangeably.
teardown, and transition (transfer, conference, hold, retrieve). For calls requiring intelligent routing and
queueing, Cisco Unified CallManager interacts with Unified CCX. Within Cisco Unified CallManager,
a phone device called a CTI port is defined. A CTI port is an IP endpoint where a Voice over IP (VoIP)
call can be terminated. A CTI port is defined in Cisco Unified CallManager for each Unified CCX IVR
port. For the remainder of this document, we will refer to the IVR ports and CTI ports interchangeably.
When a new call arrives at Cisco Unified CallManager, if the dialed number is associated with the
Unified CCX server, Cisco Unified CallManager asks the Unified CCX server which CTI port to route
the call to. After the Unified CCX server selects an available CTI port and returns the directory number
of that CTI Port to Cisco Unified CallManager, which sets up a VoIP data stream between the CTI port
Unified CCX server, Cisco Unified CallManager asks the Unified CCX server which CTI port to route
the call to. After the Unified CCX server selects an available CTI port and returns the directory number
of that CTI Port to Cisco Unified CallManager, which sets up a VoIP data stream between the CTI port