Posted by: Mudassir Ali | May 24, 2011

All About Cisco Unified Contact Center Express

All About Cisco Unified Contact Center Express

Introduction

Cisco Unified Contact Center Express: http://www.cisco.com/go/ipccexpress

Designed for midmarket, enterprise branch, or corporate departments requiring a sophisticated customer interaction management solution for up to 400 agents, Cisco Unified Contact Center Express is easy to deploy and use, highly secure, virtual, and highly available. A single-server, integrated “contact center in a box” intended for both formal and informal contact centers, Cisco Unified Contact Center Express delivers:

Training and Presentations 

Latest on training’s

https://communities.cisco.com/docs/DOC-14200
https://communities.cisco.com/docs/DOC-19468

Date Title Recording and Download Links
May 5th, 2011 VoE- GCD – Demo Remote UCCX Workshop RecordingDownload Event docs
Feb 3, 2011 VoE & PVT – UCCX Migrations RecordingDownload Event docsQ&A
June 17, 2010 VoE: Network Based Recording for Contact Centers RecordingDownload for this session is not available.
October VoE – UCCX 8.0 High Availability over the WAN Recording
October 1, 2009 VoE – Introducing the new Cisco CUVC 5230 RecordingDownload
September 10, 2009 UCCX Version 8 Appliance Model Recording
August 20, 2009 UCCX QM-WFM:: Enhanced capabilities for Cisco Quality and Workforce Management Products RecordingDownloadselect the FILES tab and then expand Folder “VoE-WFO 20Aug09″ (click on +)
November 6, 2008 UCCX 7.0 Features & Bus Applications Examples RecordingDownload
July 17, 2008 UCCX Trace Log Techiques Recording
March 27, 2008 Customer Contact Trace Log Techniques Recording
February 28, 2008 Building a UCCX Practice Recording
January 17, 2008 UCCX – Preparing SOW Recording
January 10, 2008 UCCE & CVP Lab Design Recording
January 3, 2008 UCCX 5.0 Config and Ordering Recording

Presentations

Cisco Unified Contact Center Express 8.5 Presentations

Cisco Unified Contact Center Express 8.5 AM Presentation (PPT – 10 MB)

Cisco Unified Contact Center Express 8.5 EBC Presentation (PPT – 8 MB)
Cisco Unified Contact Center Express 8.5 SE Presentation (1 MB)

Cisco Unified Contact Center Express 8.0 Presentations
Cisco Unified Contact Center Express 8.0 Customer-facing Presentation(6 MB)
Cisco Unified Contact Center Express 8.0 SE Presentation
Cisco Agent Desktop for Unified Contact Center Express 8.0 AM/SE Presentation

Cisco Unified Contact Center Express 8.0 Sales Training – MODULE 4 – What’s New in CCX
Cisco Unified Contact Center Express Sales 8.0 Training – MODULE 3 – Why Cisco Unified CCX
Cisco Unified Contact Center Express Sales 8.0 Training – MODULE 2 – Sales Strategies
Cisco Unified Contact Center Express Sales 8.0 Training – MODULE 1 – Market Trends and Challenges

Cisco Unified Contact Center Express 7.0 Presentations
Cisco Unified Contact Center Express 7.0 Customer-facing Presentation(PDF – 6 MB)

Cisco Unified Contact Center Express 7.0 – SE Presentation (PDF – 3 MB)
Cisco Agent Desktop for Unified Contact Center Express 7.0 (PDF – 8 MB)
Cisco Unified Contact Center Express 7.0 Sales Training: MODULE 5 – Product Overview (PDF – 8 MB)
Cisco Unified Contact Center Express 7.0 Sales Training: MODULE 4 – What’s New in Unified Contact Center Express 7.0 (PDF – 4 MB)
Cisco Unified Contact Center Express 7.0 Sales Training: MODULE 3 – Why Cisco Unified Contact Center Express? (PDF – 3 MB)
Cisco Unified Contact Center Express 7.0 Sales Training: MODULE 2 – Cisco Unified Contact Center Express Sales Strategies (PDF – 2 MB)
Cisco Unified Contact Center Express 7.0 Sales Training: MODULE 1 – Market Trends and Challenges (PDF – 2 MB)

Cisco Unified Contact Center Express 6.0 Presentations
Cisco Unified Contact Center Express 6.0 Customer-facing Presentation(PDF – 5 MB)
Cisco Unified Contact Center Express 6.0 Sales Overview Presentation(PDF – 8 MB)
Cisco Unified Contact Center Express 6.0 Technical Overview Presentation (SE) (PDF – 3 MB)

Cisco Unified Workforce Optimization Presentations
Cisco Unified Contact Center Express 7.0 – Quality Management(PDF – 2 MB)

Cisco Unified Contact Center Express 7.0 – Workforce Management(PDF – 3 MB)

Cisco Unified Workforce Optimization 1.2 for Cisco Unified Contact Center Express 7.0 (PDF – 630 KB)
Cisco Unified Workforce Optimization 1.0 Technical Presentation (AM and SE)(PDF – 2 MB)

Flash Demonstration Resources
Cisco Agent Desktop for Unified Contact Center Express Flash Demonstration (7 MB)
Cisco Supervisor Desktop Flash Demonstration (5 MB)
Agent E-Mail for Cisco Agent Desktop Flash Demonstration (8 MB)
Cisco Agent Desktop Integration with Unified Presence Flash Demonstration(5 MB)

Cisco Unified Workforce Optimization Flash Demonstration Modules (9 MB)

Datasheet, Release Notes, White Papers, Q&A

Cisco Unified Contact Center Express 8.5
o    Cisco Unified Contact Center Express 8.0
o    Cisco Unified Contact Center Express 7.0
o    Cisco Unified Contact Center Express 6.0
o    Cisco Unified Contact Center Express 5.0
o   Cisco Unified Contact Center Express Standard 4.5
o    Cisco Unified Contact Center Express Enhanced 4.5

o    Cisco Unified Contact Center Express Premium 4.5
o    Cisco IPCC Express Features and Specifications 4.0
o    Cisco IPCC Express – Standard 4.0
o    Cisco IPCC Express – Enhanced 4.0
o    Cisco IPCC Express – Premium 4.0

·         Cisco Agent Desktop

o    Cisco Agent Desktop for Cisco Unified Contact Center Express 8.0
o    Cisco Agent Desktop for Cisco Unified Contact Center Express 7.0
o   Cisco Agent Desktop for Cisco Unified Contact Center Express 6.0
o    Cisco Agent Desktop for Cisco Unified Contact Center Express 5.0
o    Cisco Unified Contact Center Express Cisco Agent Desktop 8.5 AM and SE

·         Cisco Unified Workforce Optimization

o    Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 8.5
o    Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express 8.0

o    Cisco Unified Workforce Optimization 1.2 for Cisco Unified Contact Center Express

o    Cisco Unified Workforce Optimization 1.1 for Cisco Unified Contact Center Express
o    Cisco Unified Workforce Optimization 1.0 for Unified Contact Center Express

·         Video Data Sheets

o    Cisco Mobile Supervisor Video Data Sheet
o    Cisco Unified Contact Center Express Video Data Sheet

 
Technical White Papers
Technical reference guide

To search Cisco Unified CCX documentation, click here

 

Q&A

Can I Upgrade Cisco IP ICD Standard to Cisco IP ICD Enhanced?
Can the Cisco Agent Desktop Coexist with the Novell Netware Client in a Microsoft Windows OS?
Change Agent State to “Ready” After Not Answering a Call
Change the Local Administrator Password on IP IVR Server
Cisco Agent Desktop Phone Books Frequently Asked Questions
Cisco Unified Communications
Cisco Unified Contact Center
Does Changing the Local Admin Password on Cisco IP ICD Server Cause Problems with the Application?
Does Cisco CRA Administrator Allow Users to Access Multiple Repositories?
Historical Reports for IPCC Express FAQ
How Can I Increase the Number of Rings to the Agent Desktop?
How Do I Download Cisco IPCC Express Version 3.0(3)?
How Do I Setup an Enterprise Data Screen Pop?
How IPCC Express Works with Extension Mobility
IPCC Express IP/IVR FAQ
Manually Check the JTAPI Version on the CRS Server
Mobile Supervisor Support FAQ
Obtain the Current Date When Writing a Cisco CRS Script
What Do the Number of Average Talk Duration and Average Wait Duration Mean in Cisco IP ICD Statistics?
What Does the Message “MIVR-SS_RM-3-RESOURCE_DOES_NOT_ EXIST..” Mean?
Why Are There Two Contact Service Queues with the Same Name in the CSQ Service Level Report?
Why Does Installing Cisco Extension Mobility Fail with CRS under Cisco CallManager 3.3(2)?

Design Guides
SRND Guide
Cisco Unified Contact Center Express 8.5(1)
Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR, Release 8.5(1) (PDF – 4 MB)
Cisco Unified Contact Center Express 8.0(1)
Solution Reference Network Design for Cisco Unified CCX and Cisco Unified IP IVR, Release 8.0 (PDF – 4 MB)

 

External Configuration Guides

Cisco Unified Contact Center Express 8.5(1)

Cisco Unified CCX Administration Guide, Release 8.5(1) (PDF – 9 MB)

Cisco Unified CCX Serviceability Administration Guide Release 8.5(1) (PDF – 890 KB)

Cisco Unified Communications Operating System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 8.5(1) (PDF – 1 MB)

Cisco Unified Real-Time Monitoring Tool Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 8.5(1) (PDF – 2 MB)

Cisco Unified Serviceability Administration Guide For Cisco Unified CCX and Cisco Unified IP IVR Release 8.5(1) (PDF – 3 MB)

Command Line Interface Reference Guide for Cisco Unified Contact Center Express Release 8.5(1) (PDF – 970 KB)

Disaster Recovery System Administration Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 8.5(1) (PDF – 560 KB)

Port Utilization Guide for Cisco Unified CCX and Cisco Unified IP IVR, Release 8.5(1)(PDF – 97 KB)

Tech Notes

Tech Notes:

Cisco Unified Contact Center Express 8.5(1)

Cisco CAD Troubleshooting Guide 8.5, Unified CM version (PDF – 1 MB)
Cisco CAD Troubleshooting Guide 8.5, Unified CME version (PDF – 1 MB)
Cisco Unified Contact Center Express 8.0(1)

Cisco CAD Troubleshooting Guide for CAD 8.0 for Unified CM (PDF – 1 MB)
Cisco CAD Troubleshooting Guide for CAD 8.0 for Unified CME (PDF – 1 MB)
DocWiki: Troubleshooting Tips for Unified CCX

Security Best Practices & SNMP MIB

SNMP MIB

http://www.cisco.com/public/sw-center/netmgmt/cmtk/mibs.shtml

 

Tools & Compatibility Information

Unified CCX Ordering Information

Unified Communications Sizing Tool

Cisco Unified Communications Manager Capacity Tool

Atlantic Contact Center Unified CC Express 5.0+

Cisco Unified Contact Center Express Data Migration Tool User Guide, Release 1.0

Cisco Customer Response Solution Software Releases

License Validator

SQL CD-Reuse Utility

Unified Contact Center Express Data Migrator

Unified Contact Center Express Virtual Machine Templates

Windows to Linux Upgrade Tool

Program and Promotion Resources

Unified Communications Programs and Promotions

Cisco Collaboration Marketing Programs

Cisco Unified CCX Customer Engagement Play

Cisco Unified CCX Ignite Initiatives

Cisco Collaboration Breakaway Play: Competitive, Migration, Contact Center

Software Download

http://www.cisco.com/cisco/software/navigator.html

Advertisements

Responses

  1. We just got a cisco phone system and it came with Cisco Unified Contact Center express 7.01. Not installed, I just got the CDs. Can you tell me what it does. I’ve searched all over Cisco and the web, and get a lot of technical information but I still don’t know what it does. I have a Cisco account but I don’t have rights to your videos. We are a park in the National Park Service and have around 100 employees, and maybe 70 phones. I have no idea if this will be useful to us or not, because I don’t understand what it is or what it does. If you could send me a couple of flash demos that would be great.

    Thanks

  2. Thanks for responding Mudassir
    I don’t have rights to view any of the demo documents or videos, that’s why I posted in the first place. I’d love to be able to see the flash presentations especially.

  3. Dear Sir,

    I need a Cisco system to be implemented in my call center. I am working for Bintel Group in Central African Republic.

    Bintel proposed me to use Appliman but I prefer Cisco intergrated system.

    Please, I beg your pardon, provide me information about implementation of that system in my call center. Once you’ll send me all document I will put you in contact with thr Group Sales & Customer service Director and my Managing Director for discussion

  4. Hi, Mudassir.

    I already have the following system:

    – Communications Manager for up to 1000 users;

    – Unity Connection for up to 1000 users;

    – Cisco 2921 Gateway with up to 30 E1 channels, license UC and PVDM.

    I will add “Audible Response Unit” (URA here in Brazil) for approximately 400 users in 7 sites, which I believe can be answered by IVR.

    I will order:

    (01) IVR-80-NEW-BUNDLE
    (01) IVR-80-NEW-SS-LIC
    (10) IVR-80-PORT1
    (01) MCS-7816-I4-CCX1

    The question is about the need to have or not to have the Contact Center for IVR. Is it mandatory?

    Thank you!

  5. The question is about the need to have or not to have the Contact Center for IVR. Is it mandatory?

  6. hi, customer is looking to integrate cisco contact center & IVR with Cisco Comm. Manager, i need to get the requirement from the customer about the implementaion, is anyone having any document or checklist to send to the customer to get their feedback for deployment (a CRD document)

    • I have few questions on top of my mind.
      How many simultaneous call would be coming
      Would calls be over t1/E1 or sip trunks
      All the agents need to answered by agents, or will there be some kind self service
      How many agents are they looking for.
      Would we want screen pop functionality for the agents.
      Could you please give the call flow
      Do we need redundancy in the solution
      Do we need softphone or hardphone
      Is voice mail required for the agents
      100% call recording?

  7. your helping by answering those questions which is a good part on you.i like this thanks.


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

Categories

%d bloggers like this: