MA BRKUCT-2002 284382 156-1 v1

UCC Express
Subflows and
Speech-Enabled
Applications
BRKUCT-2002
Glyn Atkinson
BRKUCT-2002 © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1
HOUSEKEEPING
 We value your feedback, don’t forget to complete your online session
evaluations after each session and complete the Overall Conference
Evaluation which will be available online from Friday.
 Visit the World of Solutions on Level -01!
 Please remember this is a ‘No Smoking’ venue!
 Please switch off your mobile phones!

 Please remember to wear your badge at all times including the Party!
 Do you have a question? Feel free to ask them during the Q&A section or
write your question on the Question form given to you and hand it to the
Room Monitor when you see them holding up the Q&A sign.
Agenda
 Introduction to UCCX
 Basic Call Flow and Scripting Overview
 Script Editor Demonstration
 Concepts and Customer Application
 Summary
 Q and A
A Cost Effective, Integrated, Flexible
Unified Contact Centre Solution
 A contact-centre-in-a-box
Fully integrated ACD, Desktops, CTI & IVR
 The entire solution can fit on one box
1 – 50 agent deployments on single processor servers
1 – 150 agent deployments on dual processor servers
Scales to support large, sophisticated deployments using
dedicated expansion servers
 Complete, enterprise wide scalable solution with Cisco
Unified Customer Interaction Network
 Flexible virtual contact centre
Agents and supervisors can be located at any site on your
Cisco IP Communications WAN or on any ISP DSL or
Cable modem connection at home
Easy to Deploy, Easy to Use
Integrated Self Service
Self-service Web and  Easy to Deploy and manage
IVR systems drive
down the costs of  Single service creation tool for the
providing customers
the information they ACD & IVR
are looking for….
Easier, faster ACD & IVR integration that
> $500 meets business requirements
 Easy to use desktops and browser

based administration
> $5  Integrated SELF-SERVICE
Express has a fully integrated self service
< $1
component in Premium
Field Visit Call Centre Self-Service

Order-of-magnitude cost savings over
agent based contact management
Efficient, Effective, Available
 High Availability cluster architecture with

automatic failover for mission critical
deployments
 Cisco Unified Communications IP
network ready!
Runs out of the box on any Cisco Unified
Communications network
 Easy, cost-effective CTI solution

Significant savings when compared to
traditional CTI solutions
CCX 4.0 Cluster Architecture with High Availability
Active Cisco
Unified CCX
(CCX) server (ACD,
Site 1
IVR, CTI) PSTN
Standby
(optional) . (optional) site
CCX server (ACD,
.
based
IVR, CTI) Recording
/Monitoring
Agent
Stations AVVID . Server's)
WAN
Switch Router/GW Site n
(optional) Publisher database
Server
Subscriber (replicated)
(optional) Remote CAD and
database server CSD seats can use
Supervisor end-point
(optional) Load Balanced monitoring/record
Stations Recording/Monitoring Server
(optional) Load Balanced
IP Phone Agents
Recording/Monitoring Server require site based
(optional) ASR/TTS servers (from record/monitor
CallManager ASR/TTS vendor(s)) servers with max of 5
Cluster sites supported
4.5 Architecture
Active Cisco
Unified CCX
(CCX) server (ACD,
Site 1
IVR, CTI) PSTN
. (optional) site
.
based
Recording
/Monitoring
Agent
Stations AVVID . Server's)
WAN
Switch Router/GW Site n
Remote CAD and

CSD seats can use
Supervisor (optional) ASR/TTS servers (from end-point
ASR/TTS vendor(s)) monitoring/record
Stations
IP Phone Agents
require site based
record/monitor
CallManager servers with max of 5
Cluster sites supported
High Availability (HA)
 Provision for active and standby
servers for:
Cisco Unified CCX (CCX) services (ACD, IVR,
CTI)
Agent and supervisor desktop services
ACD and IVR historical reporting database
 Automatic real-time synchronization of

administrative changes to CCX active
server with CCX standby server
 Automatic detection of cluster servers)
failure and automatic fail-over to
redundant servers)
Cluster Deployment Models
Non High Availability High Availability
Active & Standby CCXs

Single CCX
Active & Standby CCXs with publisher &

Single CCX With expansion DB subscriber expansion database servers
Single CCX with expansion database Active & Standby CCXs with publisher &
and record/monitor servers subscriber databases & load shared
monitor/record servers
Desktops
What is Cisco Agent Desktop (CAD)?
A workflow automation and management software
set that helps agent and supervisor teams work
within a virtual customer interaction environment to
meet key performance metrics.
 Agent, supervisor and desktop administrator

components of Cisco Unified Contact Center Express
 Productivity and collaboration components that include:
– Cisco Agent Desktop
– Cisco IP Phone Agent
– Cisco Supervisor Desktop
– Cisco Desktop Administrator
What is Cisco Agent Desktop (CAD)?
Cisco Agent Desktop CiscoCisco Desktop
Supervisor Administrator
Desktop
How does CAD improve agent
productivity?
Task Phone Book, Chat,
Automation Agent Reports
2. Choose
Task Button
Tool
Bar
3. Check
Visible and
Call
Enter Hint
Data
Description
Pane
Enterprise
1.Data
Select
PaneUser
6. Choose 4 . Customize
Interface
workflow Icon
action
and click
“New”
5 . Add Action
Integrated
Browser
7. Fill in
blanks
Agent and click
Status
“OK”
How does CAD improve contact
center productivity?
Chat Real Time Record Silent
Agent Reports
Barge In Monitor
Intercept Displays
Team
Message
Agent Supervisor
State Chat
Control
Cisco Unified Contact Center Express
Express/CallManager Release Matrix
Cisco Unified CallManager

Cisco Version
Unified
CCX
Version Orderability Status 3.2 3.3 4.0 4.1 4.2 5.0
3.0 EOL: EOS Jul 2006  

3.1 Orderable 
3.5 Orderable   
4.0 Orderable  
4.5 Orderable 
CALL FLOW AND
SCRIPTING OVERVIEW
Terminology Refresher/Reminder
 Customer Response Solution (CRS)
 Customer Response Application (CRA)
 IP Intelligent Contact Distribution (IP ICD)
 IPCC Express (UCCX)
Standard, enhanced, premium/IVR port option
 IP Interactive Voice Response (IP IVR)
 IP Queue Manager
 Auto Attendant
 Media Convergence Server (MCS)
 CTI Port = Logical IP IVR port on CRS server
 CTI Port Group = Group of CTI ports
 CTI Route Point = Dialed number
CCX Call Flow Example
Public
Network 4
6
1 4 Agent
Cisco Selected
6 CallManager
3
7
5 Agent 2
Avail
5
6
IP Voice
Screen
Pop TDM Voice
Call Control
Call
7
Answered and CTI Data
IP Phones and Agent Desktops
CCX Call Flow Example
1. Call arrives at Voice Gateway (VG)
2. VG asks Cisco CallManager how to route the call (via H.323 or MGCP)
3. Cisco CallManager is configured for the Dialed Number (DN) to be routed by the
IPCC Express application so a route request is sent to the IPCC Express server
(via JTAPI)
4. Based upon the DN, the IPCC Express server selects an available CTI port and
initiates the configured workflow; the first step in the work flow (accept) initiates
the establishment of an RTP VoIP data stream between the CTI port on the IPCC
Express server and the VG port; in this scenario, we are assuming no
appropriately skilled agents are available, so the application flow will execute the
queue loop logic until an appropriately skilled agent becomes available
5. An appropriately skilled agent becomes available
6. The agent is selected/reserved by the IPCC Express server and this triggers the
call to be transferred to the agent phone and subsequently causes the agent
phone to ring (via Cisco CallManager signaling); in addition, the IPCC Express
server delivers a screen pop to the selected agent desktop and enables the
answer button on the agent desktop
7. The agent answers the call which initiates the establishment of an RTP VoIP data
stream between the agent’s phone and the VG port
CRS Workflow Editor
Toolbar
Steps
Design Window
Flow
Step
Libraries
Variable Window
Browser Based Administration
 Shared administration with Cisco
CallManager
Reuse all telephony provisioning
information
 Automatic Configuration of CCM
devices and Users
For JTAPI users, CTI ports and
Route Points
 Remote login via URL –
administer from anywhere on the
enterprise WAN
 GUI-based configuration
 Native interfaces including XML,
ODBC, LDAP
 Directory Sharing with Cisco
CallManager
 Cluster based admin with real
time reporting
Managing CRS Scripts
Associating CRS Applications to Scripts
.aef to Be Used Entered Here
Associating CRS Apps to
Port Group and DN
Dialed Number/Route Point
Application Name
CTI Port Group
BASIC IP/IVR SCRIPT
REACTIVE DEBUG DEMO
MORE ADVANCED
APPLICATION STEPS:
CALLING SUBFLOWS
Calling Subflows
 Similar to a procedure or function call

 Data can be passed to and from subflow
 Use to modularize logic and package into
reusable objects
 Not associated with a specific IPCC Express
application/DN
Thus no need to start with accept step
Calling Subflows
Holiday Call Routing
Flow of Holiday Call-Routing Script
 Flow  What’s involved?
Invoke a generic main script Create file document step
that calls a subflow
Create XML document step
Invoke the subflow
Get XML document data step
Subflow loads an XML file with
Expression Editor
list of holidays
Use XML parsing to extract  XML file
data and determine if today is holidaydates.xml
a holiday
Return “true” if today is indeed
a holiday
Generic main script asks
callers to call back if
on holiday
Main Script
Holiday Script Subflow: holidaydates.xml
<?xml version="1.0" encoding="ISO-8859-1"?>

<Holidays>
<Holiday1>01/01/2007</Holiday1>
<Holiday6></Holiday6>
</Holidays>
Holiday Script Subflow
Holiday Script Subflow: Expression
Editor
 The expression editor supports all classes in the

java.lang package and “friendly” data types without
having to fully qualify them
 “Friendly” data types are listed in the variable definition
dialog
 Date is a “friendly” data type; you can enter it either as
java.util.Date() or Date() and both will be converted to
Date()
 Everything else needs to be fully qualified in the
classpath
Holiday Script Subflow: Iteration Loop
<Holidayn>
End of List
Holiday Script Subflow: Compare Dates
Found a Match
Iterate
Main Script
CREATING APPLICATIONS:
PROMPTING WITH TTS
TTS Subsystem Configuration
Text to Speech (TTS)
 Used to create prompts without recording

 Create TTS Prompt step creates a wav file that is then
played by a Play Prompt step
 Possible uses
Confirming addresses
Reading news headlines/
TTS Prompting
COLLECTING INPUT VIA
ASR
ASR Input
 Allows DTMF or Speech Input

 Get Digit String
 Simple Recognition/Menu
ASR Subsystem Configuration
ASR Input: Digit String
ASR Custom Grammar
ASR Input: Menu Option
RECORDING VOICE INPUT
Recording Voice Input
 Allows message from caller to be recorded and

distributed via IPCC Express Queue or via e-mail
 Not related to recording of agent calls
CREATING AND SENDING
E-MAIL
Email Subsystem Configuration
Create and Send E-Mail
Recording and Email DEMO
Passing Variables
using Session
Session Steps
 The steps in the Session palette provide script
designers with an easy way to associate information
with a call contact, an e-mail contact, or a HTTP contact
as the contact moves through the system. Session
steps provide functionality similar to that of an in-
memory database or a shopping cart on the web.
 Customer information stored in a session object can
persist for a specified length of time after the contact
ends and can be made available to a subsequent
contact. This feature can save customers the need to
re-enter information such as credit card account digits.
 You can store any type of information in these session
objects and use the Set Session Info and Get Session
Info steps to retrieve it.
Get Session and Get Session Info
Session Demo
APPLICATION SCENARIOS:
CALLBACK REQUEST
WITH VOICE MESSAGE
Voice Mail Routing with Scheduled
Callback
Exp Delay > ‘x’ Min, Press 1 to Leave Voice Message
DTMF 1
Please Leave Msg, Press # When Done
Caller Speaks Msg and DTMF #
Thank You, We’ll Call You Back Delay ‘y’
Minutes
Cisco IP Voice
AVVID
V WAN TDM Voice
CallManager
CTI/Call
Control
PSTN
Screen
Pop
Voice
Message
Request Callback with Voice Message
 Due to high queue time, option given to caller to leave a

voice message and request a callback when an agent
becomes available
Call Flow
 App 1
Accepts new call
Because expected delay > ‘x’ minutes, prompts caller to enter
callback number
Collects callback number and prompts caller for
voice message
Records voice message and releases customer call
Places call to App 2 and sets call/session
Repeatedly plays prompt (press 1 to hear voice message)
 App 2
Accepts new call and gets call/session data
Places call into appropriate queue
When agent selected, sends call data to agent desktop, and
transfers call to agents phone
Releases App 2 CTI Port
Call Flow
 Agent
Answers phone and hears prompt to press 1 to hear voice
message and presses 1
 App 1
Detects agent pressed 1 and plays recorded voice message to
agent
Prompts agent to press 1 to be connected with
original caller
 Agent
Hears prompt to press 1 to be connected with original caller and
presses 1
 App 1
Detects agent pressed 1 and re-directs call from App 1 CTI port
to callback number
Releases App 1 CTI Port
End Result
 Screen pop of call data onto agent desktop

 Agent hears voice message
 Voice path between agent and customer established
 Just like an inbound call
 Customer saved time/inconvenience of holding
 Organization saved trunks and toll charges
Request Callback from Queue
In App 1 Get Callback Number and Record Voice
Message
In App 1 Place Call to App 2 DN
In App 1 Set Call Data
In App 2 Get Contact/Session Data
In App 2 Get Contact/Session Data
In App 2 Select/Queue for an Agent
In App 1 upon Agent Input Play Message and
Redirect Call
CallBack with Voice
Message DEMO
APPLICATION:
VOICE MAIL ROUTING AND
SCHEDULED CALLBACK
Voice Mail Routing with Scheduled
Callback
Exp Delay > ‘x’ Min, Press 1 to Leave Voice Message
DTMF 1
Please Leave Msg, Press # When Done
Caller Speaks Msg and DTMF #
Please Enter Callback Num and Time
Delay ‘y’
DTMF Callback Num and Time Minutes
Thank You, We’ll Call You Back
Cisco IP Voice
AVVID
V WAN TDM Voice
CallManager
CTI/Call
Control
PSTN
Screen
Pop
Voice
Message
Voice Mail Routing with
Scheduled Callback
 Allows caller the option to leave voice mail and
callback request
 Offers customer a callback ASAP or at a scheduled time
 Uses competency-based routing and prioritized queueing
 Agent hears customer voice message through their phone
 Presents original screen pop of caller data to agents CRM
application
 Includes automatic dial to customer phone number via
agent control
 End result looks no different than an inbound call
 Customer saved time/inconvenience of holding
 Organization gets increased agent productivity, more flexibility to
manage inbound traffic peaks, reduced phone trunk usage, and
reduced toll charges (if applicable)
 Allows agents to be located anywhere on AVVID network
In App 1 Get Callback Number and Record Voice
Message
Get Callback Number
Capture Voice Mail
In App 1 Place Call to App 2 DN
In App 2 Select/Queue for an Agent
In App 1 Upon Agent Input Play Message and
Redirect Call
Timed Callback with
message DEMO
APPLICATION SCENARIOS:
WEB CALLBACK
Web Callback with Screen Pop
PSTN Delay ‘y’

2 Minutes
V
4
2 Thx
min IP Voice
Intranet Cisco CallManager 3
TDM Voice
Internet CTI/Call
1 Control Data
Web
Screen
Collab
Pop
Corporate Web Server Web

Cisco Collaboration Server Collab
IP Phones and IPCC Agent Desktops
Web Callback with Screen Pop
 Informs customer of expected wait time
 Offers customers an option for a scheduled callback
 Provides multi-channel queuing of web and voice contacts
 Uses competency based routing and prioritized queueing
 Presents screen pop of customer data to agent’s CRM application
 Includes automatic dial to customer phone number via agent control
 End result looks just like it was an inbound call
 Customer saved time/inconvenience of having to start
transaction over
 Organization gets higher agent productivity, reduced phone trunk usage,
and reduced toll charges (if applicable)
 Allows agents to be located anywhere on AVVID network
 Includes integrated reporting with inbound voice calls
 Offers web collaboration add-on option
Web Callback
Web Callback
Web Callback
In App 1, Get HTTP Trigger Info
Web CallBack Demo
APPLICATION:
AUTOMATIC CALLBACK OF
ABANDONS
Automatic Callback of Abandons
Thank you for holding, someone Delay

will be with you soon ‘y’
Minutes
AVVID IP Voice
Cisco
V WAN TDM Voice
CallManager
CTI/Call
Control
PSTN
Screen
Pop
Automatic Callback of Abandons
 Callback time controlled by application logic/rules
 Uses competency-based routing and prioritized queuing of
callback task
 Presents original screen pop of caller data to agents CRM
application
 Includes automatic dial to customer phone number via
agent control
 End result looks no different than the original call
 With 4.0, could route to same agent (if agent ready)
 Agents can be located anywhere on AVVID network
 Organization gets increased agent productivity and more satisfied
customers
APPLICATION:
TEXT CHAT REQUEST
ROUTING
Text Chat Request Routing
www.organization.com/accountinfo
Account Information
Name John Doe
Address 1623 Jones Road, San Jose, CA
Phone 408-555-5765
Update Account Click for Live Help
Internet
1
Corporate Web Server
Which Option Would You Like?
Have an Agent Call You

Send Us an E-Mail
Text Chat with an Agent
Submit
Internet
1
How Would You Like to Chat with an Agent?
Microsoft Messenger
AOL Messenger
Yahoo Messenger
Submit
Internet
1
Please Enter Your

Yahoo Messenger ID johndoe
Submit
Internet
1
Thank You, Your Text Chat Request

Has Been Received Yahoo
Messenger
User to Chat with
Please Be Sure You are Logged into
Yahoo Messenger johndoe
Submit
An Agent Will Be Contacting You in Delay
2
Approximately 1 Minute ‘y’
Minutes
Cisco CallManager 3
IP Voice
Intranet TDM Voice
CTI/Call
Internet Control Data
1
Screen
Pop
Corporate Web Server IP Phones and IPCC Agent Desktops
Chat with Agent DEMO
APPLICATION:
E-MAIL ROUTING
IPCC Express E-Mail Routing
www.organization.com/accountinfo
Account Information
Name John Doe
Address 1623 Jones Road, San Jose, CA
Phone 408-555-5765
Update Account Click for Live Help
Internet
1
Which Option Would You Like?
Have an Agent Call You

Send Us an E-Mail
Text Chat with an Agent
Submit
Internet
1
E-Mail Address johndoe@sp.com
Subject Account Address Update
Message Please Update My Address

1643 Smith Road
San Jose, CA 95112
Submit Thanks, John Doe
Internet
1
Thank You, Your E-Mail Has Been Received
You Can Expect a Reply Within One Hour
Delay
2 ‘y’
Minutes
Cisco CallManager 3 IP Voice

Intranet TDM Voice
CTI/Call
Control Data
Internet
1
Screen
Pop
Corporate Web Server IP Phones and IPCC Agent Desktops
Things to do in the Queue
Competitive Queuing (Don’t use this on your
Customers )
 Informs customer of expected wait time and position in

queue
 Offers customers an option for a scheduled callback or
the option to compete with other callers in the queue for
a higher place
 Uses XML Parsing for selecting Questions and
Answers
 Uses TTS to read questions and possible answers
 Uses ASR for caller input
 Dynamically creates Grammars for an XML File
 Uses Session for repeat callers
Customers )
<?xml version="1.0" encoding="ISO-8859-1"?>


<Questionlist>
<Question symbol="4" error="0">
<Questions>Which film is this clip from</Questions>
<wav>afrang.ulaw.wav</wav>
<possanswers>Is it Saturday Night Fever, Crash, Adams Family,
Titanic</possanswers>
<answer>Adams Family</answer>
<wrong1>Saturday Night Fever</wrong1>
<wrong2>Crash</wrong2>
<wrong3>Titanic</wrong3>
</Question>
<Question symbol="1" error="0">

<Questions>Which popular T V show is this the theme tune from</Questions>
<wav>XFactor.ulaw.wav</wav>
<possanswers>Is it Y Factor, Max Factor, X Factor, Sun Screen
Factor</possanswers>
<answer>X factor</answer>
<wrong1>Max factor</wrong1>
<wrong2>Y factor</wrong2>
<wrong3>Sun Screen Factor</wrong3>
</Question>
</Questionlist>
Customers )
<?xml version="1.0" encoding="ISO-8859-1"?> <rule id="MI_1_elem1_rule" scope="public">
<grammar xml:lang="en-US" version="1.0" <one-of>
xmlns="http://www.w3.org/2001/06/grammar" <item>
root="main"> %wrongAns1%
<rule id="main" scope="public"> </item>
<one-of> <item repeat="0-1">
<item> please
<ruleref uri="#MI_1_elem1_rule"/> </item>
<tag> </one-of>
tag='incorrect' </rule>
</tag> <rule id="MI_2_elem3_rule" scope="public">
</item> <one-of>
<item> <item>
<ruleref uri="#MI_2_elem3_rule"/> %wrongAnswer2%
<tag> </item>
tag='incorrect' <item repeat="0-1">
</tag> please
</item> </item>
<item> </one-of>
<ruleref uri="#MI_3_elem2_rule"/> </rule>
<tag> <rule id="MI_3_elem2_rule" scope="public">
tag='incorrect' <one-of>
</tag> <item>
</item> %wrongAnswer3%
<item> </item>
<ruleref uri="#MI_4_elem0_rule"/> <item repeat="0-1">
<tag> please
tag='Correct' </item>
</tag> </one-of>
</item> </rule>
</one-of> <rule id="MI_4_elem0_rule" scope="public">
</rule> <one-of>
<item>
%answer%
</item>
<item repeat="0-1">
please
</item>
BRKUCT-2002 © 2006 Cisco Systems, Inc. All rights reserved. Cisco Confidential
</one-of> 123
</rule>
</grammar>
Competitive Queuing (Don’t get a question
wrong )
Competitive Queuing (Don’t get a question
wrong )
WRAP-UP: REFERENCES
UCC EXPRESS USER
GROUP, AND
EVALUATIONS
References
 IPCC Express Online Demo
http://www.cisco.com/cdc_content_elements/flash/ipcc/ipcc.html
 IPCC Express 3.5/4.0 Product Information
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/index.html
 IP IVR 3.5 Product Information
http://www.cisco.com/en/US/products/sw/custcosw/ps3651/index.html
 TAC Technical Support and Documentation
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/tsd_products_support_series_home.ht
ml
 Excellent Technical Tips that are updated regularly
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/prod_tech_notes_list.html
 Design Guides and Script Repository
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_implementation_design_guid
es_list.html
 Technical Support
ask-icd-ivr-support@external.cisco.com
 Product Support
ask-icd-ivr-pm@external.cisco.com
CRS Script Repository
 www.cisco.com/go/ipccexpress
Under Design Guides section
 Tested scripts and documentation

 Created by Cisco Product Management, Engineering,
and Customer Support
CRA Editor Step Reference Guide
CRA Editor Step Reference Online Help
IPCC Express User Group
 http://groups.yahoo.com/group/cisco-usergroup-
ipccexpress/
 Provide: name, company, e-mail, address, and Cisco
AM or SE e-mail address
 Requires approval by your Cisco Account Manager or
Sales Engineer before you can access the
user group
 Monthly conference calls
 Access to user group e-mail alias
 Access user groups e-mail alias
 Access user groups sample scripts and presentations
Meet the Experts
Unified Communications Technologies
 Janet Byron
Technical Leader
 Jan-Willem Ruys
Consulting Engineer
 Luc Bouchard
Technical Marketing Engineer
 Mariano O'Kon
Consulting Systems Engineer
 Paul Tindall
Consulting System Engineer
 Richard Dodsworth
Meet the Experts
Unified Communications Technologies
 TJ Schuler
Technical Marketing Engineer
 Tobias Neumann
 Tony Mulchrone
Technical Mktg Eng
 Yves Torjman
Consulting System Engineer
 Zorela Sora
Consulting Engineer
Recommended Reading
BRKUCT - 2002
 Cisco Network
Design
Solutions for
Small-Medium
Businesses
Available in the Cisco Company Store

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UCC Express

 Visit the World of Solutions on Level -01!

 Please remember this is a ‘No Smoking’ venue!

 Please switch off your mobile phones!

 Easy to use desktops and browser

Field Visit Call Centre Self-Service

 High Availability cluster architecture with

 Easy, cost-effective CTI solution

Remote CAD and

 Automatic real-time synchronization of

Active & Standby CCXs

Active & Standby CCXs with publisher &

 Agent, supervisor and desktop administrator

Cisco Unified CallManager

3.0 EOL: EOS Jul 2006  

.aef to Be Used Entered Here

Dialed Number/Route Point

CTI Port Group

 Similar to a procedure or function call

<?xml version="1.0" encoding="ISO-8859-1"?>

 The expression editor supports all classes in the

 Used to create prompts without recording

 Allows DTMF or Speech Input

 Allows message from caller to be recorded and

 Due to high queue time, option given to caller to leave a

 Screen pop of call data onto agent desktop

Get Callback Number

Capture Voice Mail

PSTN Delay ‘y’

Corporate Web Server Web

IP Phones and IPCC Agent Desktops

Thank you for holding, someone Delay

Update Account Click for Live Help

Corporate Web Server

Which Option Would You Like?

Have an Agent Call You

Corporate Web Server

How Would You Like to Chat with an Agent?

Corporate Web Server

Please Enter Your

Corporate Web Server

Thank You, Your Text Chat Request

Corporate Web Server IP Phones and IPCC Agent Desktops

Update Account Click for Live Help

Corporate Web Server

Which Option Would You Like?

Have an Agent Call You

Corporate Web Server

E-Mail Address johndoe@sp.com

Subject Account Address Update

Message Please Update My Address

Corporate Web Server

Thank You, Your E-Mail Has Been Received

You Can Expect a Reply Within One Hour

Cisco CallManager 3 IP Voice

Corporate Web Server IP Phones and IPCC Agent Desktops

 Informs customer of expected wait time and position in

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 Tested scripts and documentation