Chapter 4 Provisioning Cisco Unified CCX
About Unified CCX
4-2
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
About Unified CCX
The Cisco CRS system uses the Unified CCX subsystem as part of an Automatic
Call Distribution (ACD) system to provide resource distribution and queueing to
call centers.
• Unified CCX Standard (designed for entry-level users)—Includes the steps
necessary for creating basic Unified CCX applications. Does not include a
Java license.
• Unified CCX Enhanced (designed for enterprise-level users)—Includes all
functions of Unified CCXStandard, plus support for skills-based routing and
priority queuing. Includes a Java license enabling custom Java extensions.
• Unified CCX Premium—Adds full Unified IP IVR support (except Unified
ICME integration), including database integration, Voice eXtensible Markup
Language (VoiceXML), HTML web integration, custom Java extensions, and
e-Notification services. Includes a Java license enabling custom Java
extensions.
Note The Unified CCX Enhanced package and the Unified CCX Premium package are
provisioned in the same way.
Two types of routing are available:
• CSQ-based routing: CSQs are entities that route calls to your resources
(agents). Each CSQ controls incoming calls and determines where an
incoming call is placed in the queue and to which agent the call is sent.
Each CSQ selects resources from an associated resource pool that you define.
When an agent becomes available to take a call, the system chooses a queued
call from one of the CSQs whose resource pool includes the agent, and routes
that call to that agent.
• Agent-based routing: Agent-based routing provides the ability to send a call
to a specific agent, rather than any agent available in a CSQ.
Note Unified CCX 4.x agent-based routing does not support queuing.
An agent can participate in both CSQ- and agent-based routing.
An agent can be any one of the following:
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