Release Note для Cisco Cisco Unified IP Interactive Voice Response (IVR) 8.0(1)
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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
Agent Phones in Countries with Toll-Bypass Regulations
Call Control is done via the existing CAD main window using CTI. All SIP traffic and presence
information sent between CAD and Cisco Unified Presence is not encrypted and is done via TCP or
UDP.
information sent between CAD and Cisco Unified Presence is not encrypted and is done via TCP or
UDP.
In Cisco Unified Presence 7.x, Cisco Unified Presence can evenly assign the users registered with it
across all nodes within the Cisco Unified Presence cluster. If the user attempts to connect to a node that
is not assigned to him, CAD will connect to the SOAP and Presence servers specified in redirect
messages from the publisher.
across all nodes within the Cisco Unified Presence cluster. If the user attempts to connect to a node that
is not assigned to him, CAD will connect to the SOAP and Presence servers specified in redirect
messages from the publisher.
All communication between CAD agents and SMEs is via the Cisco Unified Presence server and is not
routed through any CAD server. Refer the chapter on Cisco Unified Presence in the Cisco Unified
Communications SRND for deployment guidelines.
routed through any CAD server. Refer the chapter on Cisco Unified Presence in the Cisco Unified
Communications SRND for deployment guidelines.
Agent Phones in Countries with Toll-Bypass Regulations
Some countries such as India have telecommunications regulations that require the voice infrastructure
to be partitioned logically into two systems: one for Closed User Group (CUG) or Voice over IP (VoIP)
to enable communications across the boundaries within the organization, and a second one to access the
local PSTN. To ensure adherence of the regulations in such countries, agents typically used to have only
one line with access to customer calls only, and they were required to have a different phone (for
example, a softphone) to access a VoIP line for contacting fellow teammates or experts located outside
the contact center.
to be partitioned logically into two systems: one for Closed User Group (CUG) or Voice over IP (VoIP)
to enable communications across the boundaries within the organization, and a second one to access the
local PSTN. To ensure adherence of the regulations in such countries, agents typically used to have only
one line with access to customer calls only, and they were required to have a different phone (for
example, a softphone) to access a VoIP line for contacting fellow teammates or experts located outside
the contact center.
The Logical Partitioning feature in Cisco Unified CM provides the same capability through a telephony
system to control calls and features on the basis of specific allowed or forbidden configurations. A
common telephony system in a contact center environment can provide access to both the PSTN and
VoIP networks, therefore configurations are required to provide controlled access and to avoid toll
bypass. The Logical Partitioning feature can be enabled and configured in Unified CM to prevent toll
bypass calls, thus allowing agents in a Unified CCX system to use the same phone for receiving customer
calls and for making or receiving VoIP calls to and from other people within the organization. Although
this eliminates the need for agents to have a second phone, contact center managers can choose to have
a dedicated line or phone for customer calls and allocate a different line or phone for other calls.
system to control calls and features on the basis of specific allowed or forbidden configurations. A
common telephony system in a contact center environment can provide access to both the PSTN and
VoIP networks, therefore configurations are required to provide controlled access and to avoid toll
bypass. The Logical Partitioning feature can be enabled and configured in Unified CM to prevent toll
bypass calls, thus allowing agents in a Unified CCX system to use the same phone for receiving customer
calls and for making or receiving VoIP calls to and from other people within the organization. Although
this eliminates the need for agents to have a second phone, contact center managers can choose to have
a dedicated line or phone for customer calls and allocate a different line or phone for other calls.
Cisco Unified Workforce Optimization
Cisco Unified Workforce Optimization (WFO) for Cisco Unified CCX is a full-featured solution for
optimizing performance and quality and is an integral component of the Cisco Unified Communications
System. WFO suite provides these solutions:
optimizing performance and quality and is an integral component of the Cisco Unified Communications
System. WFO suite provides these solutions:
•
Workforce Management (WFM)—Allows for forecasting and development of schedules for agents
across multiple sites and channels. It also provides real time dashboards enabling supervisors to
track key performance indicators, and manage agent's adherence to schedules.
across multiple sites and channels. It also provides real time dashboards enabling supervisors to
track key performance indicators, and manage agent's adherence to schedules.
•
Quality Management (QM)—A voice and screen recording, compliance and evaluation solution for
agent performance optimization and dispute resolution.
agent performance optimization and dispute resolution.
shows the overall service communications medium between the WFO solutions and the Cisco
Unified CCX system.