CCX is a Linux Based Appliance
Deployed with CUCM and CUCMBE
8.x onwards Linux based not Windows
Available in 3 different packages – Standard, Enhanced and Premium
Outbound Voice (Premium License?) Preview Dialling (CAD) Agent can choose wether to answer call. Predictive + Progressive Dialling (Agent must answer call!) With Progressive Admin can choose number of lines?
Inbound Web Chat – Users to initiate a chat with the agent, same server as Inbound. Need a separate server with Cisco Social Minor.
Reporting – Historical Reporting, Cisco Unified Intelligence Center Reporting (CUIC – v9 onwards)
Call Recording + Monitoring
Cisco Compliance Recording (CR), Quality Manager (QM) and Advanced Quality Manager (AQM) (Call Recording + Screen Recording with Premium) **This requires a dedicated server**
Cisco Unified Contact Center Express 10.6 Feature Availability with Cisco Unified Communications Manager http://www.cisco.com/c/en/us/products/customer-collaboration/unified-contact-center-express/index.html
9.x various by feature
All packaging is per user with the exception of the Inbound Voice Availability server software option
2 types of licensing:
Concurrent Licensing – Customer has 3 shifts each of 100 users for a total of 300 unique users. Customer requires 100 licenses.
Named User – Customer has 3 shifts of 100 users for a total of 300 unique users. Customer needs to purchase 300 licenses. Named User license is assigned to Supervisor or Agent.
Why do we need 2 different licensing types?
Licensing by Feature
- Inbound Voice Non-HA – Concurrent
- Inbound Voice HA – Server Software Option
- Outbound IVR – Concurrent
- Call Recording – Named User
- Quality Management – Named User
- Advanced Quality Management – Named User
- Workforce Management – Named User