Information Technology Reference
In-Depth Information
Chapter 6
Contact Center Express
Cisco Unified Contact Center Express (UCCX) is a contact center solution that is deployed in an IP telephony environment. It
provides Automatic Call Distribution (ACD), Interactive Voice Response (IVR), and Computer Telephony Integration (CTI).
UCCX was previously known as IP Contract Center Express (IPCC Express), and it is worth noting that you may see either name on
the exam.
uCCX Functions
This section describes UCCX call flows, components, capabilities, functions, configuration, and troubleshooting.
uCCX Call Flows
UCXX Express is based on the Cisco Customer Response Solutions (CRS) platform, and it uses Cisco CUCM or CUCME for call
processing. A complete UCCX solution also includes other elements, such as phones, voice gateways, routers, and switches.
Figure 6-1
illustrates a typical UCCX call flow.
