Unified CCE may be deployed in a “hybrid” model with Unified ICM where the CallRouter, Logger, Administrative & Data Servers, and other components are shared between Unified ICM and Unified CCE. Unified ICM interfaces with ACDs from various vendors (including Cisco Unified CCE), VRUs (including Cisco Unified IP-IVR and Unified CVP), and telephony network systems to efficiently and effectively treat customer contacts such as calls and emails regardless of where the resources are located in the enterprise. Unified CCE may be deployed with Unified ICM to form a complete enterprise call management system. Unified Intelligent Contact Manager Interview with Experts Video The Unified IP IVR then requests Unified CM to transfer the call to the selected agent phone. When an agent becomes available, the Unified CCE software instructs the Unified IP IVR to transfer the call to the selected agent phone. Unified IP IVR does not provide call control as Unified CVP does because it is behind Unified CM and under the control of the Unified CCE software by way of the Service Control Interface (SCI). The Unified IP IVR provides prompting, collecting, and queuing capability for the Unified CCE solution. With the Unified CVP system, voice is terminated on Cisco IOS gateways that interact with the Unified CVP application server using VoiceXML (speech) and H.323 or SIP (call control). The Unified CVP architecture is distributed, fault tolerant, and highly scalable. It provides prompting, collecting, queuing, and call control services using standard web-based technologies. Unified Customer Voice Portal (Unified CVP) is a software application that runs on industry-standard servers such as Cisco Media Convergence Servers (MCS). The solution is built on the Cisco IP Telephony infrastructure, which includes:Ĭisco Unified Customer Voice Portal(CVP) Product Introduction Video Agent desktop software: Cisco Agent Desktop, Cisco Toolkit Agent Desktop (CTI OS), or integrations with third-party customer relationship management (CRM) software through Cisco Unified CRM Connector.The major components are CallRouter, Logger, Peripheral Gateway, and the Administration & Data Server/Administration Client. Contact center routing and agent management: Unified CCE.Queuing and self-service: Cisco Unified IP Interactive Voice Response (Unified IP IVR) or Cisco Unified Customer Voice Portal (Unified CVP).Unified Communications infrastructure: Cisco Unified CM.The Unified CCE solution consists primarily of four Cisco software products: Unified Contact Center Enterprise Interview with Experts VideoĬisco Unified Contact Center Enterprise Cheat sheet Datasheet It combines software IP automatic call distribution (ACD) functionality with Cisco Unified Communications in a unified solution that enables companies to rapidly deploy an advanced, distributed contact center.Ĭisco Contact Center Enterprise Product Introduction Video Cisco Unified Contact Center Enterprise (Unified CCE) is a solution that delivers intelligent call routing, network-to-desktop Computer Telephony Integration (CTI), and multichannel contact management to contact center agents over an IP network.
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