Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Da Instalação

It allows deployment of voice applications and the integration of telephony
systems with Intranet applications.

Unified CVP both provides Interactive Voice Response (IVR) and queuing
capability in the Unified CCH system.

Cisco Unified Customer Voice Portal
(Unified CVP)

Cisco NAM software provides intelligent multichannel contact routing and
ACD functionality, including monitoring and controlling agent state, CTI

Cisco NAM software

capabilities, and gathering real-time and historical data for reporting in the
Unified CCH system.

The NAM software includes the CallRouter, Logger, Peripheral Gateway(s)
for Unified CM and VRU PIMs, CTI Server, and Administration & Data
Server.

Cisco CTI Object Server (CTI OS) is a server-based CTI solution that provides
desktops used by contact center agents and supervisors.

Cisco CTI Object Server

CTI OS includes the CTI OS Server, CTI OS Agent Desktop, Unified CCH
Supervisor Desktop, CTI OS Toolkit, and Client Interface Library (CIL).

The Customer ICM (CICM) duplicates the functionality of the Cisco NAM
software.

Customer ICM (CICM)

Note: See Chapter 2, "

," for

CICM configuration instructions.

Cisco Unified Contact Center Hosted Installation and Configuration Tasks

Setting up an Unified CCH system involves a significant number of installation and configuration
tasks. This section includes task checklists designed to help you track your progress as you
install and configure Unified CCH. These checklists apply to both production and laboratory
deployments.

This chapter contains these sections:

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Hardware Installation Checklist

This section lists the basic order or Unified CCH component hardware installation. For hardware
installation instructions, see the documentation packaged with each component.

Setup and Configuration Guide for Cisco Unified Contact Center Hosted Release 9.0(1)