Information Technology Reference
In-Depth Information
■
Database integration
■
IVR port call recording
■
Remote silent monitoring
ACD functionality similarly depends on the UCC package, but can include the following:
■
Basic call routing and queuing, such as conditional routing and agent selection.
■
Routing based on skills and competencies.
■
Agent routing based on ready state.
■
Capability to dynamically modify and apply CSQ skills and competencies.
■
Prioritized queuing based on customer data.
■
Customizable scripting.
■
Historical reporting.
■
CAD:
This is used by agents to log in to UCCX and perform tasks such as controlling ACD state, controlling calls, and
displaying information and statistics.
■
IP Phone Agent (IPPA):
This XML application runs on certain Cisco IP phone models and can be used by agents who do
not have a Windows workstation.
■
Cisco Supervisor Desktop (CSD):
This application allows supervisors to perform tasks such as viewing and changing agent
states, monitoring calls, recording calls, intercepting calls, and sending messages.
To provide the previously mentioned capabilities and functionality, UCCX relies on several subsystems, which provide specific
functions. UCCX (CRS) subsystems include the following:
