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Have you ever wanted to do any of the following from a Contact Center application? Read a schedule from a local document, rather than having to use script editor to edit schedules Be able to load a schedule from a web … Continue reading
Category Archives: Unified Contact Center Express
In previous posts, we have looked at setting up the queues, skills, and agents for an ACD (Automatic Call Distribution) call center. In this post, we will take a look at setting up a very basic queuing script from a … Continue reading
There are two types of prompts in Cisco Unified Contact Center Express, User and System. System prompts are used for some sample scripts, and as a quasi-TTS engine that allows the reading of numbers, time, currency, and some other functions. … Continue reading
In my last post, we looked at configuring UCCX Queues, Skills, and Resource Groups. In this post, we will look at Agents, Supervisors, and Teams. These are how UCCX manages the call center employees. Agents (or Resources) are the people … Continue reading
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. There are a … Continue reading
UCCX is an application server in the Cisco’s Unified Communications suite that provides basic or advanced IVR, call queuing, Automatic Call Distribution (ACD), agent management like reporting and recording (both built in, and using the Quality Management and Advanced Quality … Continue reading
Unified Contact Center Express (UCCX) is the solution for small to medium (up to 400 agents) call centers in Cisco’s Unified Communications suite. It runs on the same UCOS platform that Unified Communications Manager and Unity Connection run on, the … Continue reading
Starting with version 8.0, UCCX is based on the same hardened Red Hat Enterprise Linux version that CUCM and Unity Connection are based on. The install follows the same steps that they do. Since UCCX is still licensed based on … Continue reading