The three components that are installed from the Cisco CRS Installer media are the Cisco CRS Engine, the Cisco Recording, and the MS SQL Server. The Cisco CRS Engine is the core component of the Unified CCX system that provides the call processing, scripting, and application integration functions. The Cisco Recording is the component that enables the recording and playback of agent calls for quality monitoring and training purposes. The MS SQL Server is the component that provides the database services for the Unified CCX system, such as storing configuration data, historical data, and agent data. The other components listed are not installed from the Cisco CRS Installer media. The iPlanet Web Server is not used by the Unified CCX system, as it uses the Apache Tomcat Web Server instead. The Cisco IP Telephony Windows 2000 Server OS is not a component of the Unified CCX system, as it uses the Linux-based Cisco Unified Communications Operating System. The Cisco Unified CallManager is not a component of the Unified CCX system, but a separate product that provides the call control and signalingfunctions for the IP telephony network. References := Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 > Module 2: Implementing Cisco Unified Contact Center Express > Lesson 1: Installing Cisco Unified Contact Center Express > Topic 1.1: Cisco Unified CCX Installation Overview1

The Cisco Unified CCX Installer automatically installs the IVR System Prompts and the Unified Communications Operating System on the Cisco Unified CCX server. The IVR System Prompts are the default voice prompts that are used by the Unified CCX applications, such as the Script Editor and the Cisco Unified CCX Editor. The Unified Communications Operating System is the platform software that provides the basic functionality and security for the Unified CCX server, such as the CLI, the web interface, the database, and the license management. The Cisco Supervisor Desktop, the Cisco Unified Communications Manager, and the Workforce Management are not installed by the Cisco Unified CCX Installer. The Cisco Supervisor Desktop is a separate application that can be installed on a client PC to monitor and manage the Unified CCX agents. The Cisco Unified Communications Manager is a separate server that provides call control and signaling for the Unified CCX system. The Workforce Management is an optional component that can be purchased and installed separately to provide scheduling and forecasting capabilities for the Unified CCX agents. References := Cisco Unified Contact Center Express Install and Upgrade Guide, Release 12.5(1), Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 Course Outline

Historical reports can be generated using the Historical Reporting Client (HRC) and the Cisco Unified Intelligence Center (CUIC). The HRC is a standalone application that allows supervisors and administrators to view and print reports on historical data from the Unified CCX server. The CUIC is a web-based reporting application that provides real-time and historical reports for Unified CCX. Both tools allow users to create, schedule, and export reports on various aspects of the Unified CCX system, such as agent performance, call statistics, and system health. References:

• Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2), Chapter: Historical Reports
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 3: Cisco Unified CCX Reporting, Lesson 1: Cisco Unified CCX Reporting Overview

The Cisco Unified Real-Time Monitoring Tool (RTMT) is a software application that allows you to monitor and troubleshoot Cisco Unified CCX system components in real-time. The RTMT enables you to do the following tasks:

• Plot and view performance data. You can use RTMT to collect and display performance counters that measure the current system status and performance. You can view the data in graphical or tabular format, and set thresholds and alerts for the counters12
• Download log files from Cisco Unified CCX nodes. You can use RTMT to collect and view the trace and log files that are generated by the Cisco Unified CCX components. You can also configure the trace and log settings, such as the file size and rollover conditions12
• Check the number of active calls in the Cisco Unified CCX system. You can use RTMT to monitor the current call statistics, such as the number of active calls, the number of queued calls, the number of handled calls, and the average talk time. You can also view the call distribution and the agent state summary12

The RTMT does not enable you to do the following tasks:

• Monitor the replication status of historical data store. The historical data store (HDS) is a database that stores the historical reports and statistics for Cisco Unified CCX. The replication status of the HDS can be monitored by using the Data Monitor tool in the Cisco Unified CCX Serviceability web interface3
• Monitor the Cisco Unified CCX CTI port status and take corrective action. The CTI ports are the logical connections that allow Cisco Unified CCX to communicate with the Cisco Unified Communications Manager (CUCM) and control the incoming and outgoing calls. The CTI port status can be monitored by using the Cisco Unified CCX Control Center tool in the Cisco Unified CCX Serviceability web interface4
• Monitor the WAN link status. The WAN link status is the network connectivity between the Cisco Unified CCX nodes and other network devices. The WAN link status can be monitored by using the Cisco Unified Serviceability web interface or the Cisco Unified OS Administration web interface5

References: 1: Cisco Unified Real-Time Monitoring Tool Administration Guide, Release 10.0(1) - Getting Started [Cisco Unified Communications Manager IM & Presence Service] - Cisco 1 2: Installing and Configuring the Real-Time Monitoring Tool (RTMT) - Cisco Support 2 3: Cisco Unified Contact Center Express Data Monitor Guide, Release 10.0(1) - Data Monitor Overview [Cisco Unified Contact Center Express] - Cisco 3 4: Cisco Unified Contact Center Express Serviceability Administration Guide, Release 10.0(1) - Cisco Unified CCX Control Center [Cisco Unified Contact Center Express] - Cisco 4 5: Cisco Unified Serviceability Administration Guide, Release 10.0(1) - Cisco Unified Serviceability Overview [Cisco Unified Communications Manager (CallManager)] - Cisco 5 : Cisco Unified Operating System Administration Guide for Cisco Unified Communications Manager, Release 10.0(1) - Network [Cisco Unified Communications Manager (CallManager)] - Cisco

 The Cisco Unified CCX license MAC is generated based on the hostname, IP address, and gateway address of the Unified CCX server. These are some of the system parameters that affect the license MAC, which is different from the physical MAC address of the system. Changing any of these parameters can invalidate the current license files. The Cisco Unified CCX version and the physical MAC are not used to generate the license MAC. References := Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 12.5(1), Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 Course Outline

To run a 30-port outbound IVR campaign, the customer needs to purchase 30 outbound IVR ports and 15 agent seats in addition to the 200 Cisco Unified CCX Premium agent seats. This is because the outbound IVR ports are not included in the Premium package and need to be purchased separately as an add-on component1. The outbound IVR ports are used to dial out to customers and play prompts or transfer calls to agents. The outbound IVR ports are also consumed by the agents who are logged in to the outbound campaign. The ratio of outbound IVR ports to agents is 2:1, which means that for every two outbound IVR ports, one agent seat is required2. Therefore, to run a 30-port outbound IVR campaign, the customer needs 15 agent seats for the outbound agents. The customer does not need to purchase a gateway or a router, as these are network devices that are not related to the outbound IVR campaign. References := Cisco Unified Contact Center Express 12.5 Data Sheet, page4. Outbound Option Guide for Cisco Unified Contact Center Enterprise and Hosted Release 9.0(1), page 2-3.

 The three tasks that an agent can perform on the Cisco Agent Desktop are:

• Chat with an SME. An agent can chat with a subject matter expert (SME) using the Cisco Agent Desktop integrated chat feature. This feature allows the agent to see the presence status of SMEs and other critical members of the enterprise, and to initiate chat sessions with them without navigating away from the Agent Desktop. The agent can also transfer the chat session to another agent or SME, or escalate the chat session to a voice or video call1.
• Transfer a call to an SME. An agent can transfer a call to an SME using the Cisco Agent Desktop call control buttons. The agent can select the destination SME from a list of availablecontacts or enter the SME’s phone number. The agent can also consult with the SME before transferring the call, or transfer the call directly2.
• Start a Cisco WebEx session with an SME. An agent can start a Cisco WebEx session with an SME using the Cisco Agent Desktop WebEx button. This feature allows the agent to invite the SME to join a web-based collaboration session that supports voice, video, and screen sharing. The agent can also invite the customer to join the WebEx session if needed3.

The other options are not correct because:

• B. Send an email to an SME. An agent cannot send an email to an SME using the Cisco Agent Desktop. The email feature of the Cisco Agent Desktop is only for handling incoming and outgoing emails from customers, not from internal contacts. The agent can use other applications, such as Cisco Unified Personal Communicator or Cisco Jabber, to send emails to SMEs4.
• C. Send enterprise data to an SME. An agent cannot send enterprise data to an SME using the Cisco Agent Desktop. The enterprise data feature of the Cisco Agent Desktop is only for displaying customer-related information, such as account number, name, address, and so on, that are passed from the Cisco Unified Contact Center Express server. The agent cannot modify or forward the enterprise data to SMEs5.

References: 1: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Chat [Cisco Unified Contact Center Express] - Cisco 2: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Call Control [Cisco Unified Contact Center Express] - Cisco 3: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - WebEx [Cisco Unified Contact Center Express] - Cisco 4: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Email [Cisco Unified Contact Center Express] - Cisco 5: Cisco Agent Desktop User Guide for Cisco Unified Contact Center Express, Release 10.0(1) - Enterprise Data [Cisco Unified Contact Center Express] - Cisco

The three tasks that an agent can perform using email are:

• Save the response as a draft. An agent can save an email response as a draft and resume working on it later. The draft email is stored in the agent’s personal folderand can be accessed from the email control bar. The agent can edit, delete, or send the draft email at any time1.
• Transfer the email to another CSQ. An agent can transfer an email to another Contact Service Queue (CSQ) if the email requires a different skill set or expertise. The agent can select the destination CSQ from a list of available CSQs and add an optional note for the next agent. The email is then removed from the agent’s work area and placed in the selected CSQ2.
• Transfer the email to another agent. An agent can transfer an email to another agent if the email requires a specific agent to handle it. The agent can select the destination agent from a list of available agents and add an optional note for the next agent. The email is then removed from the agent’s work area and placed in the selected agent’s personal folder3.

The other options are not correct because:

• Send the response to the supervisor for review. An agent cannot send an email response to the supervisor for review before sending it to the customer. The agent can only send the email response directly to the customer or save it as a draft4.
• Mark the email as urgent. An agent cannot mark an email as urgent. The urgency of an email is determined by the email server based on the email header. The agent can only view the urgency of an email, but cannot change it5.
• Mark the email as junk. An agent cannot mark an email as junk. The junk email filtering is done by the email server based on the email content and sender. The agent can only view the junk status of an email, but cannot change it6.

References: 1: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 2: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 3: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 4: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 5: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco 6: Cisco Finesse Agent and Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5(1) - Work with Email [Cisco Finesse] - Cisco

The Cisco Unified Communications Sizing Tool is a web-based tool that helps system engineers to size Cisco Unified Communications solutions, including Cisco Unified CCX. The tool can validate various parameters and requirements for a Cisco Unified CCX deployment configuration, such as the number of agents, supervisors, IVR ports, outbound ports, chat sessions, email sessions, and reporting users. However, the tool cannot validate the following options:

• The number of silent-monitoring and remote-monitoring sessions. Silent monitoring and remote monitoring are features that allow supervisors to listen to the agent’s calls without being heard by the agent or the caller. The tool does not support sizing for these features,as they depend on the network bandwidth and the codec used for the calls. The tool only provides a formula to estimate the bandwidth requirement for silent monitoring and remote monitoring, based on the number of sessions, the codec, and the packet size. The formula is: Bandwidth (kbps) = Number of sessions x Codec bit rate x (1 + Network overhead). For example, if there are 10 silent-monitoring sessions using G.711 codec with a bit rate of 64 kbps and a network overhead of 20%, the bandwidth requirement is: Bandwidth (kbps) = 10 x 64 x (1 + 0.2) = 768 kbps1.
• The number of historical reporting sessions. Historical reporting is a feature that allows users to generate reports on the historical data of the Cisco Unified CCX system, such as agent performance, call statistics, and queue summary. The tool does not support sizing for this feature, as it depends on the number of reporting users, the frequency and complexity of the reports, and the database size. The tool only provides some guidelines and best practices for historical reporting, such as limiting the number of concurrent reporting users to 10, scheduling the reports during off-peak hours, and purging the historical data regularly2.
• The number of ASR and TTS ports. ASR (Automatic Speech Recognition) and TTS (Text-To-Speech) are features that enable voice interaction between the callers and the IVR system, using speech recognition and synthesis technologies. The tool does not support sizing for these features, as they are provided by third-party vendors, such as Nuance or LumenVox. The tool only provides some recommendations and considerations for ASR and TTS integration, such as using MRCPv2 protocol, allocating enough CPU and memory resources, and configuring the network QoS policies3.

References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.2: Silent Monitoring and Remote Monitoring, Page 321 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.4: Historical Reporting, Page 342 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.5: ASR and TTS Integration, Page 353

A supervisor who does not have administrative privilege can perform the following Cisco Unified Contact Center Express Application Administration tasks:

• Remove a skill from a CSQ: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A Contact Service Queue (CSQ) is a logical grouping of agents based on their skills. A supervisor can remove a skill from a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to remove a skill from a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.
• Enable automatic work on a CSQ: Automatic work is a feature that allows agents to automatically enter the work state after they finish a call or chat. This prevents the agents from receiving new contacts until they are ready. A supervisor can enable automatic work on a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to enable automatic work on a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.
• Modify the skill competence level of an agent: The skill competence level is a numerical rating that indicates the proficiency of an agent in a certain skill. The skill competence level can range from 1 (lowest) to 10 (highest). A supervisor can modify the skill competence level of an agent by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to modify the skill competence level of an agent, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.

The following tasks cannot be performed by a supervisor who does not have administrative privilege:

• Delete a resource group: A resource group is a collection of agents who share common characteristics, such as location, function, or availability. A resource group can be used to organize agents for reporting and administration purposes. Only an administrator can delete a resource group by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resource Groups. For more information on how to delete a resource group, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resource Groups.
• Create a resource: A resource is an entity that can handle customer contacts, such as an agent, a supervisor, or an IVR port. A resource can be associated with one or more resource groups, teams, and skills. Only an administrator can create a resource by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to create a resource, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.
• Delete a skill: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A skill can be assigned to one or more agents and CSQs. Only an administrator can delete a skill by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Skills. For more information on how to delete a skill, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Skills. References:
• Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5