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Deploying Cisco Contact Center Express

• Cisco Unified CCX Product Overview• Cisco Unified CCX Installation and Configuration• Cisco Unified CCX ACD and Finesse Operations• Cisco Unified CCX Scripting• Cisco Unified Contact Center Express Premium Functions• Implementing Cisco Finesse• UCCX Reports• Cisco Unified CCX Maintenance• Using Cisco Unified RTMT• Using the Disaster Recovery System

UNIFIED CCX OVERVIEW

• Unified CCX provides options to address multiple contact center functional areas using a variety of server deployment models. These functions and their associated deployment models are as follows: Inbound voice is deployed on a one server non-high-availability or a two server high availability cluster.

• Outbound voice is deployed on the same servers as inbound voice.

• Inbound web chat is deployed on the same servers as inbound voice. • The web chat functionality requires a separate server on which Cisco SocialMiner is deployed. • Cisco SocialMiner can be deployed on a virtual machine created using the published OVF

templates for Cisco Social Miner.

• Cisco Unified Intelligence Center is deployed in the same server as inbound voice• Cisco Workforce Manager (WFM) must be deployed on a separate dedicated single

server.

UNIFIED CCX PACKAGING

CCX PRIMARY FUNCTIONS

• IVR ports are packaged as either Basic or Advanced IVR ports• Basic IVR Ports Licensing• Advanced IVR ports licensing

• ACD Features• Automatic Call Distribution, or ACD, is one of the most

fundamental features of any call center software. It includes taking calls, queuing them until a qualified agent it is available, and transferring the call to that agent.

VIRTUALIZATION FOR CISCO UNIFIED CONTACT CENTER EXPRESS

UNIFIED CCX CALL PROCESSING

UNIFIED CCX WEB CHAT FLOW

UNIFIED CCX ENGINE AND DATABASE COMPONENTS

Unified CCX has four core software components: Unified CCX Engine • Database • Monitoring • Recording

•The Unified CCX Engine (and closely related subsystems) is the component that provides functions such as the following: JTAPI communications with Unified CM •Execution of scripts •Encoding and streaming of .wav files for all CTI Ports defined •Communications with CAD for agent state control, call control, and screen pop •Agent monitoring and selection •Unified CCX Administration web interface.

CISCO UCCX DESIGN AND ORDER TOOLS

• Busy hours call attempts (BHCA)-Average number of calls received in the busy hour

• Service level goal (SLG)- Percentage of calls answered by agents within the specified numbers of seconds

• Average handle time (AHT)-Average of agent talk time plus after-call work time• Average call talk time-Average of agent talk time• Average call treatment time – Average of total script time including playing menus

and queuing (IVR)• Blockage –Percentage of calls not allowed because of all trunks busy (ATB)• Average trunk occupancy –The average time that a trunk port is occupied for a

call

CALL CENTER RESOURCES AND THE CALL TIMELINE

ERLANG CALCULATION

• http://www.erlang.com/calculator/lipb/

DEPLOYMENT MODELS

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