4-3
Cisco Customer Response Solutions Administration Guide, Release 4.1(1)
Chapter 4 Provisioning Cisco Unified CCX
About Unified CCX
• Cisco Agent Desktop (CAD)
• IP Phone Agent
• Extension Mobility (EM) Agent
• Supervisor (if the supervisor is taking calls): If the supervisor is not taking
calls, it is not considered as an agent. Calls are queued in the CRS server and
sent to agents by the CRS server.
The machine you install your CRS system on determines how many agents and
Unified IP IVR ports Unified CCX can accommodate. However, there are several
general configuration rules that you should be aware of:
• Each agent should not associate with more than 25 CSQs. (This is a
configuration design guideline; CRS Administration does not enforce the
rule.)
• Each agent cannot associate with more than 50 skills. (CRS Administration
enforces this rule.)
• Each CSQ cannot associate with more than 50 skills. (CRS Administration
enforces this rule.)
• A call should not queue for more than 25 CSQs. (This is a configuration
design guideline; CRS Administration does not enforce the rule.)
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