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Cisco Unified Contact Center Enterprise , , .

UCCE:

  1. ;
  2. Computer Telephony Integration (CTI) ;
  3. (, , e-mail, web , sms .);
  4. IVR;
  5. ;
  6. ;
  7. .

UCCE:

Intelligent Contact Manager (ICM) , , CTI . , ICM , , :

  1. : :
    • Router () - ICM. , . (ACD, IVR IP PBX );
    • Logger () - . ICM . ICM, ICM. ICM , . , , , Administration & Data Server ( ), Real time ( );
  2. Network Interface Controller (NIC) - . ICM . ICM NIC. , NIC , Router;
  3. Administration & Data Server - ;
  4. (Peripheral gateway, PG) - , ICM PG. , , ACD, IVR , Cisco Unified Communications Manager, Cisco Unified CVP [7] (Customer Voice Portal) . .

Unified Contact Center Enterprise:

Cisco UCCE

, ICM, CUCM IVR, Unified Contact Center Enterprise.

Unified CCE :

  • Microsoft Windows Server 2003 SP2 Microsoft Windows Server 2003 R2 SP2 ( ). , Router, Administration & Data Server, Logger, PG CTI ;
  • SQl Server 2005;
  • 32- ;
  • Microsoft SQL Server 2005 SP3 ( ). Logger Administration & Data Server;

:

  • MCS ;
  • ;
  • ;
  • .

UCCE . , . , , IVR .

Unified CCE ( ) , :

  • : Router/Logger, PG, IVR PG, AWDB, HDS, NIC ;
  • e-mail: e-mail , Services Server, Application Server, Database Server ;
  • WEB: WEB , , . HTML WEB, ;

4 :

  • - Cisco Agent Desktop (CAD) Cisco Supervisor Desktop. CAD , ;
  • - Enhanced Cisco Agent Desktop Enhanced Cisco Supervisor Desktop. ;
  • - , :
    • Cisco Finesse Agent Desktop - WEB , . ;
    • Cisco Toolkit Desktop (CTI OS) - . , , , , , , ;
    • Premium CAD Supervisor Desktop - ;
  • CRM Agent Licenses - Cisco Unified CRM Connector Siebel CRM.

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