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
Chapter 1 Cisco Unified Contact Center Express Overview and Packaging
Unified CCX Packaging
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Historical Reporting
Call Routing and Queuing
The Unified CCX Basic ACD functionality provides the following call routing and queuing capabilities:
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Conditional Routing. Unified CCX supports routing based upon caller input to menus, real-time
queue statistics, time of day, day of week, ANI, dialed number, and processing of data from XML
text files.
queue statistics, time of day, day of week, ANI, dialed number, and processing of data from XML
text files.
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Agent Selection. Unified CCX supports longest available, linear, most handled contacts, shortest
average handle time, and circular agent selection algorithms. With Basic ACD functionality, agents
are associated with one resource group only.
average handle time, and circular agent selection algorithms. With Basic ACD functionality, agents
are associated with one resource group only.
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Customizable Queuing Announcements. Unified CCX supports the playing of customizable
queuing announcements based upon any of the conditions specified above or based upon the skill
group the call is being queued to. This includes announcements related to position in queue and
expected delay.
queuing announcements based upon any of the conditions specified above or based upon the skill
group the call is being queued to. This includes announcements related to position in queue and
expected delay.
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Re-route on Ring No Answer. If the selected agent does not answer within the allowed time limit,
then the caller retains his position in queue. Any screen pop data is also preserved.
then the caller retains his position in queue. Any screen pop data is also preserved.
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Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) Integration.
Unified CCX has the ability to integrate with Unified ICME 7.x. Unified ICME integration provides
the following:
Unified CCX has the ability to integrate with Unified ICME 7.x. Unified ICME integration provides
the following:
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The ability for Unified CCX to send agent, queue, and call state changes to Unified ICME
software.
software.
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The ability of Unified ICME software to intelligently route and load balance (using pre-routing
or post-routing) calls across multiple ACD sites, which can include one or more Unified CCX
systems, Unified CCE systems, or traditional ACDs (that are supported by Unified ICME
software). Calls routed to an Unified CCX application can also be sent call data so that it can
be popped onto an agent’s screen.
or post-routing) calls across multiple ACD sites, which can include one or more Unified CCX
systems, Unified CCE systems, or traditional ACDs (that are supported by Unified ICME
software). Calls routed to an Unified CCX application can also be sent call data so that it can
be popped onto an agent’s screen.
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The ability for Unified CCX to send post-route requests with call data to the Unified ICME
software in order to request routing instructions. This could be in response to a new call that
just arrived at Unified CCX or a call that is being transferred from an IVR port or agent. Call
data included in the post-route request can be used by the Unified ICME software to profile
route the call, and call data is also passed to the terminating ACD site (Unified CCX, Unified
CCE, or traditional ACD) for an agent screen pop.
software in order to request routing instructions. This could be in response to a new call that
just arrived at Unified CCX or a call that is being transferred from an IVR port or agent. Call
data included in the post-route request can be used by the Unified ICME software to profile
route the call, and call data is also passed to the terminating ACD site (Unified CCX, Unified
CCE, or traditional ACD) for an agent screen pop.
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The ability for Unified ICME software to provide multi-site ACD reporting for a mixed network
of ACD sites, which can include one or more Unified CCX systems, Unified CCE systems, or
traditional ACDs.
of ACD sites, which can include one or more Unified CCX systems, Unified CCE systems, or
traditional ACDs.
Cisco Agent Desktop (CAD)
The Unified CCX Basic ACD functionality includes an agent desktop with the following features and
options:
options:
•
Agent State Control. From the agent desktop, agents log in, log out, make themselves ready and
not ready.
not ready.
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Call Control. From the agent desktop, agents answer, release, hold, retrieve, conference, and
transfer calls. Note that call control for agents using an IP Phone can also be done from the IP Phone.
For example, to answer a call, the agent can simply pickup the IP Phone handset. The Unified CCX
software ensures that the current call state for the IP Phone and CAD application are kept in synch.
transfer calls. Note that call control for agents using an IP Phone can also be done from the IP Phone.
For example, to answer a call, the agent can simply pickup the IP Phone handset. The Unified CCX
software ensures that the current call state for the IP Phone and CAD application are kept in synch.