Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1) 릴리스 노트
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Cisco Unified Contact Center Express Solution Reference Network Design
Chapter 2 Cisco Unified Contact Center Express Solution Architecture for Cisco Unified Communications Manager
Cisco Unified CCX Engine and Database Components
Cisco Unified CCX Engine and Database Components
Cisco Unified CCX has four core software components:
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Cisco Unified CCX Engine
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Database
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Monitoring
•
Recording
Every Cisco Unified CCX deployment must have a Cisco Unified CCX Engine component and a
Database component. The Monitoring and Recording components are optional and are discussed in the
next section of this chapter. With Cisco Unified CCX, only one instance of each of these components
can be installed, and all components must be on the same server.
Database component. The Monitoring and Recording components are optional and are discussed in the
next section of this chapter. With Cisco Unified CCX, only one instance of each of these components
can be installed, and all components must be on the same server.
The Cisco Unified CCX Engine (and closely related subsystems) is the component that provides
functions like the following:
functions like the following:
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JTAPI communications with Cisco Unified CM
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Execution of scripts
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Encoding and streaming of .wav files for all CTI Ports defined
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Communications with CAD for agent state control, call control, and screen pop
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Agent monitoring and selection
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Cisco Unified CCX Administration web interface.
Simply put, one can think of the Cisco Unified CCX Engine component as providing the core ACD, IVR,
and CTI services. The other components—Database, Monitoring, and Recording—are auxiliary
software components.
and CTI services. The other components—Database, Monitoring, and Recording—are auxiliary
software components.
The Database component is a required component for any Cisco Unified CCX deployment and is the
component that manages access to the database. The Cisco Unified CCX Database contains four data
stores. They are as follows:
component that manages access to the database. The Cisco Unified CCX Database contains four data
stores. They are as follows:
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Configuration data store
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Repository data store
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Agent data store
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Historical data store
The configuration data store contains Cisco Unified CCX configuration information like Resources
(agents), skills, resource groups, teams, and CSQ information. The repository data store contains user
prompts, grammars, and documents. The agent datastore contains agent logs, statistics, and pointers to
the recording files. The historical data store contains Contact Call Detail Records (CCDRs).
(agents), skills, resource groups, teams, and CSQ information. The repository data store contains user
prompts, grammars, and documents. The agent datastore contains agent logs, statistics, and pointers to
the recording files. The historical data store contains Contact Call Detail Records (CCDRs).
Monitoring and Recording Components
The previous section introduced the Cisco Unified CCX Engine and Database components. This section
introduces the Monitoring and the Recording components, which are optional.
introduces the Monitoring and the Recording components, which are optional.
Cisco Unified CCX Enhanced and Premium provide the ability for a supervisor to silently monitor
agents. Cisco Unified CCX Enhanced and Premium also provide the ability for agent calls to be
recorded. Agent call recording can be triggered in the following ways:
agents. Cisco Unified CCX Enhanced and Premium also provide the ability for agent calls to be
recorded. Agent call recording can be triggered in the following ways:
•
Supervisor clicks record button on CSD for a specified agent call