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Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 1 Introducing Cisco Customer Response Solutions
The Cisco CRS Product Family
Unified CCX
Cisco Unified Contact Center Express (Unified CCX) is an IP-based Automated
Call Distribution (ACD) system that queues and distributes incoming calls
destined for groups of Unified CM users.
You can use Unified CCX applications to route calls to specific agents. You can
also integrate Unified CCX with Unified IP IVR to gather caller data and classify
incoming calls.
Unified CCX includes a web-based real-time and historical reporting system that
you can use to monitor system, Contact Service Queue (CSQ), and resource
performance.
The Unified CCX system consists of the following major components:
• Resource Manager—Application program that monitors Unified CCX agent
phones and allows you to organize agents into resource groups or skills-based
partitions according to the types of calls each group can handle.
• CSQ—Application program that places incoming calls in a queue and
distributes them to the appropriate set of agents as the agents become
available.
• Unified CCX Agent Desktop—Application program that Unified CCX agents
run on their desktop computers to log in to the system, change Unified CCX
state, and monitor status.
For more information on licensing options for the Cisco IPCC Express system,
refer to the “About Unified CCX” section on page 4-2 and to Appendix A, “Cisco
CRS Licensing Packages.”
Note If you are using Unified CCX with the Cisco Unified Contact Center Gateway
(Unified Gateway) solution, please see the Cisco Unified Gateway Deployment
Guide. The instructions for configuring Unified CCX with that solution differs
from what is described in this guide. Unified Gateway provides for the integration
of the Unified ICME system with Unified CCX by way of the Unified Gateway.
Unified Gateway is a Peripheral Gateway (PG) which you configure on the
Unified ICME software.
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