Cisco Cisco IP Contact Center Release 4.6.2 Guia Da Instalação

Figure 2: Unified SCCE Optional Components

The Outbound Controller provides outbound dialing capability for
the Outbound Option feature. It is required only if you are deploying
Outbound Option.

Outbound Controller

Outbound Option is a feature that provides outbound dialing
functionality along with existing inbound capabilities of Unified
SCCE software. With Outbound Option, contact centers can be
configured for automated outbound activities. Agents who are not
busy handling inbound requests can perform outbound calls, thereby
maintaining a high level of agent productivity.

The Multichannel Controller provides a communication link between
the Central Controller and multichannel applications, which will be
available in a future release.

Multichannel Controller

Unified CCMP provides a simple to use web-based user interface to
streamline the day-to-day provisioning and configuration operations
performed by a contact center manager, team lead, or administrator.

Cisco Unified Contact
Center Management
Portal (Unified CCMP)

Basic Unified SCCE Call Flow with Unified IP IVR

The figure below shows the flow of a basic Unified SCCE call when using Unified IP IVR
software. In this scenario, all of the agents are assumed to be "not ready" when the call arrives,
so the call is routed by the Unified SCCE central controller to the Unified IP IVR. While the
call is connected to the Unified IP IVR, call queuing treatment (announcements, music, and so
on) is provided. When an agent becomes available, the Unified SCCE central controller directs
the Unified IP IVR to transfer the call to that agent's phone. At the same time the call is being
transferred, the Unified SCCE central controller sends the caller data such as Automatic Number
Identification (ANI) and Directory Number (DN) to the agent desktop software.

Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)