Cisco Unified Contact Center Express User Manual

CHAPTER
1-1
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
1
About Serviceability
Cisco Customer Response Solutions (CRS) Serviceability enables remote network management support
for the Cisco CRS system. Serviceability enables this support through CiscoWorks and through any
third-party network management system (NMS) that uses standard protocols. These protocols include
Syslog, Simple Network Management Protocol (SNMP), XML, and HTTP.
This section contains the following topics:
• About CRS Serviceability, page 1-1
• Serviceability Support, page 1-1
• CiscoWorks Support, page 1-2
• Syslog Support, page 1-3
• Remote Serviceability, page 1-3
• Unified CCX Call Statistics, Recording, and Monitoring Server Serviceability Support, page 1-4
About CRS Serviceability
Cisco Customer Response Solutions (CRS) Serviceability enables remote network management support
for the Cisco CRS system. Serviceability enables this support through CiscoWorks and through any
third-party network management system (NMS) that uses standard protocols. These protocols include
Syslog, Simple Network Management Protocol (SNMP), XML, and HTTP.
Serviceability Support
Serviceability allows you to monitor and discover the status of the installed components of your Cisco
CRS system, its subsystems, and its services from any NMS. You can use the information that you obtain
through serviceability to troubleshoot system problems. (For additional troubleshooting information,
refer to Part 2 of this guide.)
Serviceability support includes:
• SNMP Support—Provides integration with CiscoWorks or another SNMP-based network
management system (NMS). SNMP agents provide monitoring of network devices through MIBs
(Management Information Bases). For more information, see
CiscoWorks Support, page 1-2 and
Simple Network Management Protocol Support, page 2-1.
• SNMP Traps—Provides notification messages of high-severity Cisco CRS Engine errors. For more
information, see
Simple Network Management Protocol Support, page 2-1

Cisco Unified Contact Center Express Specifications

General

Deployment Model	On-premises
Maximum Agents	400
Reporting	Real-time and historical reporting
High Availability	Yes
Multichannel	Voice, email, chat
ACD	Yes
IVR	Yes
Supported Protocols	SIP, H.323
Integration	Cisco Unified Communications Manager
Virtualization Support	Yes
Omnichannel Support	Yes
Outbound Dialing	Preview and Predictive