Cisco uccx 11.5 acd checklist software license#
SBR, Prompt & Collect, Reporting, Monitoring, Agent/Supervisor Desktop CC Additions: Outbound Integrated Preview/Predictive Multi-Channel Integrated & Chat Options (WFO, CRM Integration etc.) - Yes 9ġ0 UCCX Package Options Standard Enhanced Premium IP Phone Agent ACD Reporting Reason Codes Cisco Agent Desktop / Finesse IVR (Basic) Workflow IM/Presence Wrap Up Codes Real Time Reports High Availability IVR (Advanced) Outbound (Preview) Agent Integrated Browser Database Integration Java Integration Agent Chat SocialMiner (Agents) Minimum New order of 10 seats is required Cannot mix package options 10ġ1 Licensing Inbound voice/ /web-chat user licenses Non-High Availability (HA) Active server software license (these are auto-included with new seat orders) HA Standby server software licenses Outbound port licenses (Progressive/Predictive) Option Licenses: Social Miner Server License Compliance Recording (CR) user licenses Quality Manager (QM) user licenses Advanced Quality Manager (AQM) user licenses Workforce Management (WFM) user licenses Cannot breath-out, Fixed login count. Queuing & Prompting (2 Prompts) with MOH CC Additions: Outbound - None Multi-Channel None Options (WFO, CRM Integration etc.) - None Scale 400 Agents Deployment Single Box/Installer Location - Multi-Site, Central IVR License Concurrent Agent ACD Functions Full.
8 Cisco Unified Contact Centre Express Desktop Application Finesse Cisco Agent Desktop Options High Availability ASR/TTS Workforce Management Quality Management Outbound IVR CRM Connectors Contact Centre Express Voice, Video IVR Chat, Social Media API Reporting Application Platform SocialMiner Unified Communications Manager Business Edition 60, Spec-based HW All in One Solution Easy to Deploy Easy to Use 8ĩ Express vs Native Call Queuing Scale Multiple Agents/Queues, Maximum 100 Calls per Queue Deployment CUCM Option Location Multi, Central Queue License Unified CUCM User ACD Functions Basic.
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