- Preface
- Cisco Unified Contact Center Solutions
- Unified CCE Reference Designs
- Contact Center Enterprise Solutions Overview
- Configuration Limits and Feature Availability for Reference Designs
- Packaged Contact Center Enterprise Solution Design Considerations
- High Availability and Network Design
- Design Considerations for Integrated Features
- Bandwidth, Latency, and QoS Considerations
- Sizing and Operating Conditions for Reference Designs
- Avaya and ICM-to-ICM Gateway Support
- Solution Security
Reference Design Configuration Limits
Note | The first four chapters of this book are for anyone who wants to get familiar with the contact center enterprise solutions:
|
The following tables list key configuration limits for Contact Center Enterprise Reference Designs solutions.
Some of these limits are interdependent and dynamically change depending on the elements in your solution. For example, the number of skills per agent affects the maximum number of agents.
Limits that are listed as "per PG" always refer to a redundant pair of PGs.
Important | Your contact center enterprise solution can only use the new higher configuration limits with the standard three coresident PG layout. |
- Agent Limits
- Supervisor and Reporting User Limits
- Access Control Limits
- Outbound Campaign Limits
- Precision Queue and Skill Groups Limits
- Task Routing Limits
- Dialed Number Limits
- System Load Limits
- Call Variable Limits
- Other Limits
Agent Limits
Note | The figures in the Contact Director column refer to what are configured on the Contact Director. The figures do not include what is configured on the target systems to which the Contact Director connects. |
Table 1. Agent Limits
Resource | 2000 Agent Reference Design Model | 4000 Agent Reference Design Model | 12000 Agent Reference Design Model | 24000 Agent Reference Design Model | Contact Director Reference Design Model |
---|---|---|---|---|---|
Active Agents 1 | 2000 | 4000 | 12,000 | 24,000 | 24,000 (cumulative on 3 target systems) |
Active Agents on each Unified CM cluster | 2000 | 4000 | 8000 | 8000 | NA |
Configured Agents | 12,000 | 24,000 | 72,000 | 72,000 | NA |
Configured Agents per PG | 12000 | 12000 | 12000 | 12000 | NA |
Agents with TraceON enabled | 100 | 100 | 400 | 400 | NA |
Agent Desk Settings | 2000 | 4000 | 12,000 | 12,000 | NA |
2000 with nailed-up connections Or 1500 with call-by-call connections | 2000 with nailed-up connections Or 1500 with call-by-call connections | 2000 with nailed-up connections Or 1500 with call-by-call connections | 2000 with nailed-up connections Or 1500 with call-by-call connections | NA | |
Active ECE Multimedia Agents | 1500 4 | 4000 5 | 12,000 6 | 24,000 7 | NA |
Agents per team | 50 | 50 | 50 | 50 | NA |
Teams to which an agent can belong | 1 | 1 | 1 | 1 | NA |
Skills per agent | 15 Refer to the section on dynamic sizing for details. | 15 Refer to the section on dynamic sizing for details. | 15 Refer to the section on dynamic sizing for details. | 10 Refer to the section on dynamic sizing for details. | NA |
Number of agents in a skill group | 12,000 | 24,000 | 72,000 | 72,000 | NA |
Attributes per agent | 50 | 50 | 50 | 50 | NA |
Supervisor and Reporting User Limits
Table 2. Supervisor and Reporting User Limits
Resource | 2000 Agent Reference Design Model | 4000 Agent Reference Design Model | 12000 Agent Reference Design Model | Unified CCE 24000 Agent Reference Design Model | Contact Director Reference Design Model |
---|---|---|---|---|---|
Active Supervisors 8 | 200 | 400 | 1200 | 2400 9 | NA |
Configured Supervisors | 1200 | 2400 | 7200 | 7200 | NA |
Active teams | 200 | 400 | 1200 | 2400 | NA |
Configured teams | 1200 | 2400 | 7200 | 7200 | NA |
Supervisors per Team | 20 | 20 | 20 | 20 | NA |
Teams per supervisor | 20 | 20 | 20 | 20 | NA |
Agents per supervisor | 1000 | 1000 | 1000 | 1000 | NA |
Active Cisco Unified Intelligence Center Reporting users | 200 | 400 | 1200 10 | 1200 11 | NA |
Configured Cisco Unified Intelligence Center Reporting users | 1200 | 2400 | 7200 | 7200 | NA |
Reporting users per CUIC node | 100 | 200 | 200 | 200 | NA |
Access Control Limits
Table 3. Access Control Limits
Resource | 2000 Agent Reference Design Model | 4000 Agent Reference Design Model | 12000 Agent Reference Design Model | 24000 Agent Reference Design Model | Contact Director Reference Design Model |
---|---|---|---|---|---|
Active Administrators per distributor 12 | 50 | 50 | 50 | 50 | 50 |
Configured Web Administrators | 100 | 100 | 100 | 100 | NA |
Roles—Packaged CCE only | 30 | 30 | 30 | NA | NA |
Departments—Packaged CCE only | 200 | 200 13 | 200 | NA | NA |
Department per Administrator—Packaged CCE only | 10 | 10 | 10 | NA | NA |
Machines in inventory | 1000 | 1000 | 1000 | 1000 | NA |
Outbound Campaign Limits
Table 4. Outbound Campaign Limits
Resource | 2000 Agent Reference Design Model | 4000 Agent Reference Design Model | 12000 Agent Reference Design Model | 24000 Agent Reference Design Model | Contact Director Reference Design Model |
---|---|---|---|---|---|
Outbound dialer per system | 1 per Agent PG | 1 per Agent PG | 1 per Agent PG | 1 per Agent PG | NA |
Outbound dialer maximum calls per second | 60 | 120 | 240 | 240 | NA |
Outbound dialer maximum calls per second per dialer 14 | 60 | 60 | 60 | 60 | NA |
Outbound dialer maximum ports on each SIP dialer | 3000 | 3000 | 3000 | 3000 | NA |
Outbound dialer maximum ports on each system (total) | 3000 | 6000 | 12000 | 12000 | NA |
Number of Preview Campaigns per System | 1500 campaigns Preview and Direct Preview modes support up to 750 campaign skill groups on a Medium PG VM and 1500 campaign skill groups on a Large PG VM. | 1500 campaigns Preview and Direct Preview modes support up to 750 campaign skill groups on a Medium PG VM and 1500 campaign skill groups on a Large PG VM. | 1500 campaigns Preview and Direct Preview modes support up to 750 campaign skill groups on a Medium PG VM and 1500 campaign skill groups on a Large PG VM. | 1500 campaigns Preview and Direct Preview modes support up to 750 campaign skill groups on a Medium PG VM and 1500 campaign skill groups on a Large PG VM. | NA |
Number of Predictive Campaigns per system (Agent or VRU based) | 375 | 750 | 1500 | 1500 | |
Campaign skill groups per Campaign | 20 | 20 | 20 | 20 | NA |
Predictive Campaign Skill Groups per Peripheral | 375 | 375 | 375 | 375 | NA |
Maximum Outbound Skills per Agent | 5 | 5 | 5 | 5 | NA |
Do Not Call Records per Import | 1,000,000 | 20,000,000 | 60,000,000 | 60,000,000 | NA |
Precision Queue and Skill Groups Limits
Note | Each Precision Queue has an associated Skill Group. Each Precision Queue effectively has a weight of two Skill Groups. |
Table 5. Precision Queue and Skill Group Limits
Resource | 2000 Agent Reference Design Model | 4000 Agent Reference Design Model | 12000 Agent Reference Design Model | 24000 Agent Reference Design Model | Contact Director Reference Design Model |
---|---|---|---|---|---|
Skill Groups per System | 16,000 15 | 16,000 | 27,000 | 48,000 | 54,000 |
Enterprise Skill Groups | 4000 | 4000 | 4000 | 4000 | 4000 |
Maximum combined configured Skill Groups and Precision Queues per peripheral | 4000 | 4000 | 4000 | 4000 | NA |
Configured Precision Queues per system | 4000 16 | 4000 17 | The smaller of: 4000 Or 27,000 divided by the number of agent peripherals | The smaller of: 4000 Or 48,000 divided by the number of agent peripherals | 8000 of the maximum 54,000 queues |
Precision Queue steps | 10,000 | 10,000 | 10,000 | 10,000 | NA |
Precision Queue term per Precision Queue | 10 | 10 | 10 | 10 | NA |
Precision steps per Precision Queue | 10 | 10 | 10 | 10 | NA |
Unique attributes per Precision Queue | 10 | 10 | 10 | 10 | NA |
Max Unique Skills per Team | 50 | 50 | 50 | 50 | NA |
Configured labels | 100,000 | 100,000 | 160,000 | 160,000 | 160,000 |
Precision Routing Attributes on each system | 10,000 | 10,000 | 10,000 | 10,000 | NA |
Precision Routing Attributes for each Agent | 50 | 50 | 50 | 50 | NA |
Skill Group statistics refresh rate | 10 seconds (default) | 10 seconds (default) | 10 seconds (default) | 10 seconds (default) | NA |
Skill Groups per PG | 4000 | 4000 | 4000 | 4000 | NA |
Queues 18 per Contact Sharing Group | NA | NA | NA | NA | 100 |
Contact Sharing Rules | NA | NA | NA | NA | 100 |
Contact Sharing Groups | NA | NA | NA | NA | 1000 |
Task Routing Limits
Table 6. Task Routing Limits
Resource | 2000 Agent Reference Design | 4000 Agent Reference Design | 12000 Agent Reference Design | 24000 Agent Reference Design | Contact Director Reference Design |
---|---|---|---|---|---|
Maximum active agents assigned to tasks per system | 2000 | 2000 | 2000 | 2000 | NA |
Maximum reserved and active tasks per agent 19 | 15 | 15 | 15 | 15 | NA |
Maximum incoming tasks/sec across all MRDs 20 | 5 | 5 | 5 | 5 | NA |
Task Routing API request/hr through Customer Collaboration Platform | 15,000 | 15,000 | 15,000 | 15,000 | NA |
Dialed Number Limits
Note | In the Global topology, each remote site can support the full limit of Dialed Numbers as mentioned in the table. |
Table 7. Dialed Number Limits
Resource | 2000 Agent Reference Design Model | 4000 Agent Reference Design Model | 12000 Agent Reference Design Model | 24000 Agent Reference Design Model | Contact Director Reference Design Model |
---|---|---|---|---|---|
Dialed Numbers on each CVP peripheral (External Voice and Post Call Survey) 21 | 2000 22 | 4000 | 12,000 | 12,000 | 12,000 |
Dialed Number on each Unified CM peripheral (Internal Voice) | 2000 | 2000 | 2000 | 2000 | NA |
Dialed Number on each MR peripheral (Multichannel) | 1000 | 1000 | 1000 | 1000 | NA |
Dialed Number on each Unified CM peripheral (Outbound Voice) | 1000 | 1000 | 1000 | 1000 | NA |
System Load Limits
Table 8. System Load Limits
Resource | 2000 Agent Reference Design Model | 4000 Agent Reference Design Model | 12000 Agent Reference Design Model | 24000 Agent Reference Design Model | Contact Director Reference Design Model |
---|---|---|---|---|---|
3000 | 6000 | 18,000 | 36,000 | 36,000 | |
Maximum VRU Ports with Added PGs 25 | 6000 | 12,000 | 36,000 | 48,000 | 72,000 |
Maximum Inbound Calls per Second (CPS) | 15 | 30 | 90 | 90 | 300, of which Contact Sharing can handle 120 and the remainder is for self-service and line-of-business direct routing. |
Congestion Control CPS 26 | 18 | 35 | 105 | 105 | 300 |
Maximum Inbound CPS per VRU PG 27 | 15 | 15 | 15 | 15 | NA |
Maximum VRU PIM per VRU PG | 2 | 2 | 2 | 2 | NA |
Dynamic Reskilling (operations/hr.) | 7200 | 7200 | 7200 | 7200 | NA |
Maximum Queued Calls and Tasks | 15,000 | 15,000 | 15,000 | 15,000 28 | 15,000 |
Media Routing Domains per system | 20 | 20 | 20 | 20 | NA |
Agent Callback requests through Customer Collaboration Platform(requests/hr.) | 1000 | 1000 | 1000 | 1000 | NA |
ECE Email or Chat requests per hour for 400 agent deployment | 6 per agent | 6 per agent | 6 per agent | 6 per agent | NA |
ECE Email or Chat requests per hour for 1500 agent deployment 29 | 6 per agent | 6 per agent | 6 per agent | 6 per agent | NA |
Incoming Messages per Second for CVP Reporting Server | 420 | 420 | 420 | 420 | 420 |
Reports per user For more details, see Resource Requirements for Reporting | 2 Live Data reports 2 AW-RealTime reports 2 historical reports | 2 Live Data reports 2 AW-RealTime reports 2 historical reports | 2 Live Data reports 2 AW-RealTime reports 2 historical reports | 2 Live Data reports 2 AW-RealTime reports 2 historical reports | NA |
Maximum rows per report 30 | 3000 for real-time 8000 for historical | 3000 for real-time 8000 for historical | 3000 for real-time 8000 for historical | 3000 for real-time 8000 for historical | NA |
Configured Business Hour Objects 31 | 1000 | 1000 | 1000 | 1000 | 1000 |
Configured Schedule Objects per Business Hours Object 32 | 50 | 50 | 50 | 50 | 50 |
Call Variable Limits
Table 9. Call Variable Limits
Resource | 2000 Agent Reference Design Model | 4000 Agent Reference Design Model | 12000 Agent Reference Design Model | 24000 Agent Reference Design Model | Contact Director Reference Design Model |
---|---|---|---|---|---|
Persistent Enabled Expanded Call Variables (Default) 33 | 5 | 5 | 5 | 5 | 5 |
Persistent Enabled Expanded Call Variable Arrays | 0 | 0 | 0 | 0 | 0 |
Maximum Contents per ECC (Expanded Call Context) Variable (bytes) | 210 | 210 | 210 | 210 | 210 |
Maximum Total ECC Contents Size per ECC Payload (bytes) | 2000 | 2000 | 2000 | 2000 | 2000 |
Maximum ECC Variable Name (bytes without null character) | 32 | 32 | 32 | 32 | 32 |
Maximum Total Contents and Name Size for ECC Variables per ECC Payload (bytes) | 2500 | 2500 | 2500 | 2500 | 2500 |
Maximum ECC Variables Contents per Call (bytes) | 6000 | 6000 | 6000 | 6000 | 6000 |
Maximum System-wide ECC Variable Contents (bytes) 34 | 90,000,000 | 90,000,000 | 90,000,000 | 90,000,000 | NA |
Number of Peripheral Variables | 10 | 10 | 10 | 10 | 10 |
Call Context for Peripheral Variables 1-10 (bytes) | 40 | 40 | 40 | 40 | 40 |
Other Limits
Table 10. Other Limits
Resource | 2000 Agent Reference Design Model | 4000 Agent Reference Design Model | 12000 Agent Reference Design Model | 24000 Agent Reference Design Model | Contact Director Reference Design Model |
---|---|---|---|---|---|
Maximum Agent PGs with Live Data, Precision Queueing, or Single Sign-On enabled 35 | 4 36 | 4 37 12 (when using the 12000 agents Live Data OVA) | 12 24 (when using the 24000 agents Live Data OVA) | 24 | 50 |
Maximum PGs 38 | 30 | 100 | 150 | 150 | NA |
Maximum Agent PGs on each VM | 1 | 1 | 1 | 1 | NA |
Maximum Cisco Finesse server pairs per PG pair | 1 | 1 | 1 | 1 | NA |
MR PIMs on each MR PG | 4 | 4 | 4 | 4 | NA |
Custom Application Gateway | 20 | 20 | 20 | 20 | 20 per enterprise system |
Bucket Intervals | 2000 | 4000 | 12,000 | 12,000 | NA |
Configured Call Types | 4000 | 8000 | 15,000 | 15,000 | 15,000 |
Call Type Skill Group per Interval 39 | 70,000 | 70,000 | 70,000 | 70,000 | NA |
Active Routing Scripts | 1000 | 2000 | 6000 | 6000 | 6000 |
Configured Routing Scripts | 2000 | 4000 | 12,000 | 12,000 | 12,000 |
Network VRU Scripts | 2000 | 4000 | 12,000 | 12,000 | 12,000 |
System-wide Maximum Configured Reason Codes and Labels | 2800, plus 21 system-defined | 3800, plus 21 system-defined | 7800, plus 21 system-defined | 7800, plus 21 system-defined | NA |
Not-ready Reason Codes | 100 global codes 100 associated reason codes for each team 500 configured team reason codes | 100 global codes 100 associated reason codes for each team 1000 configured team reason codes | 100 global codes 100 associated reason codes for each team 3000 configured team reason codes | 100 global codes 100 associated reason codes for each team | NA |
Sign-out Reason Codes | 100 global codes 100 associated reason codes for each team 500 configured team reason codes | 100 global codes 100 associated reason codes for each team 1000 configured team reason codes | 100 global codes 100 associated reason codes for each team 3000 configured team reason codes | 100 global codes 100 associated reason codes for each team | NA |
Wrap-up Reason labels 40 | 100 global labels 1500 team labels | 100 global labels 1500 team labels | 100 global labels 1500 team labels | 100 global labels 1500 team labels | NA |
Administration Bulk Jobs 41 | 200 | 200 | 200 | 200 | NA |
CTI AllEventClients 42 | 7/Medium PG 20/Large PG 43 | 7/Medium PG 20/Large PG 44 | 7/Medium PG 20/Large PG 45 | 7/Medium PG 20/Large PG | NA |
Real-Time Only Distributors (for configuration only) | 4 (2 on each side) | 4 (2 on each side) | 10 (5 on each side) | 10 (5 on each side) | 10 (5 on each side) |
Agent Targeting Rule (ATR) | 1000 | 1000 | 1000 | 1000 | NA |
The following table lists the configuration limits for adding external machines in the Packaged CCE deployments.
External Machines | 2000 Agent Reference Design Model | 4000 Agent Reference Design Model | 12000 Agent Reference Design Model | |||
---|---|---|---|---|---|---|
Main Site | Remote Site | Main Site | Remote Site | Main Site | Remote Site | |
Gateways | 0 or more | 0 or more | 0 or more | 0 or more | 0 or more | 0 or more |
Customer Collaboration Platform | 0 or 1 | None | 0 or 1 | None | 0 or 1 | None |
Cisco Unified CVP Reporting | 0 or 1 | 0 or 1 | 0 or 1 | 0 or more | 0 or 1 | 0 or more |
Cisco Enterprise Chat and Email (ECE) | 0 or 1 | 4 46 | 0 or 1 | 0 or more | 0 or 1 | 0 or more |
Third-party Multichannel | 0 or 1 | 4 47 | 0 or 1 | 0 or more | 0 or 1 | 0 or more |
Media Server | 0 or more | 0 or more | 0 or more | 0 or more | 0 or more | 0 or more |
Feature Availability for Reference Designs
These sections summarize the features available in contact center solutions that follow the Contact Center Enterprise Reference Designs .
- Agent and Supervisor
- Voice and Infrastructure
- IP Phone Support
- Administration Interfaces
- VRU and Queueing
- Reporting
- Third-Party Integrations
Agent and Supervisor
Capability | Supported | Notes |
---|---|---|
Call Flows | Post-route by CVP Comprehensive call flow:
| |
Outbound campaigns | Cisco Outbound Option supports these dialing modes:
| The SIP Dialer uses the UDP transfer protocol for SIP. |
Mobile Agent | Nailed-up and Call-by-call modes | |
Silent Monitoring | Unified CM-based (BiB) | You cannot monitor mobile agents with Unified CM-based silent monitoring. |
Recording | Unified CM-based Network-based Recording CUBE(E)-based TDM gateway-based | |
CRM Integration | CRM integration is available through the Cisco Finesse Web API, Finesse gadgets, and existing CRM connectors. | You can integrate with a CRM using the following methods:
|
Desktop | Cisco Finesse Finesse IP Phone Agent | FIPPA only supports a subset of Finesse's features. |
Desktop Customization | Cisco Finesse API |
Voice and Infrastructure
Capability | Supported | Notes |
---|---|---|
Music on Hold | Unicast with Unified CM subscriber or voice gateway Multicast using voice gateway | |
Proxy / Cisco Unified SIP Proxy (CUSP) | SIP Proxy is an optional component. | Instead of using CUSP, some deployments can achieve High Availability (HA) and load balancing using these solution components:
|
Ingress Gateways | See the Compatibility Matrix for your solution at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html for the supported hardware. | |
Protocol | Session Initiation Protocol (SIP) over Transmission Control Protocol (TCP) Session Initiation Protocol (SIP) over User Datagram Protocol (UDP) for Outbound Option SIP Dialer to egress voice gateway. All subsequent transfers to endpoints must use SIP TCP. Secure SIP to SIP signaling | Contact center enterprise solutions do not support H.323. You can use SIP over UDP only for the Outbound Dialer. From the Outbound Option SIP Dialer to the egress gateway has to use UDP. |
Codec | For VRU: G.711 mu-law and G.711 a-law For voice agents: G.711 mu-law, G.711 a-law, G.729, and G.729a For video:
| Contact center enterprise solutions do not support iSAC or iLBC. Mixed codecs for Mobile Agent. Remote and Local ports must use the same codec. Mixed codecs for CVP prompts. CVP prompts must all use the same codec. |
Media Resources | Gateway or Unified CM based:
| For Unified CM-based resources, appropriately size Unified CM for this load. |
IP Phone Support
For a list of supported phones, see the Compatibility Matrix for your solution at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html . Supported phones need the Built-In-Bridge (BIB), CTI-controlled features under SIP line side.
SCCP-based line side protocol is not supported in newer phones.
Administration Interfaces
Capability | Supported | Notes |
---|---|---|
Core Component Provisioning |
| For provisioning, Packaged CCE does not support CCMP or CCDM. |
Service Creation Environment | Unified CCE Internet Script Editor Unified CCE Script Editor CVP Call Studio | |
Serviceability | Cisco Prime Collaboration - Assurance Unified System Command Line Interface (CLI) RTMT Analysis Manager Diagnosis SNMP syslog | Contact center enterprise solutions do not support RTMT Analysis Manager Analyze Call Path. Finesse supports RTMT only for log collection. |
VRU and Queueing
This table lists the VRU and call queuing features that optimize inbound call management.
Capability | Supported | Notes |
---|---|---|
Voice Response Unit (VRU) | Unified CVP Comprehensive Model Type 10 | |
Caller Input | DTMF - RFC2833 Automatic Speech Recognition and Text-to-speech (ASR/TTS) | |
Video | CVP and Video Basic CVP Video in Queue | |
CVP Media Server | The CVP Media Server uses the third-party Microsoft Internet Information Services (IIS). The CVP installer adds the CVP Media Server coresident on the Unified CVP Server. |
Reporting
Capability | Supported | Notes | ||
---|---|---|---|---|
Reporting tools | Cisco Unified Intelligence Center Third-party reporting applications Custom reporting | For Packaged CCE, Exony VIM is supported for reporting only. Packaged CCE does not support Exony VIM provisioning features. | ||
Database sources | Unified CCE AW-HDS-DDS Unified CCE Live Data Unified CVP Reporting | For a typical 1000 agent deployment with an average rate of 8 calls per second, the retention period is approximately 24 months. For a longer retention period, install an external HDS. To size the needs for your deployment, use the DB Estimator tool in the ICMDBA tool. | ||
Database Integration | CVP Database Element | Unified CVP VXML Server supports connections to third-party Microsoft SQL Server databases. | ||
Retention | All contact center enterprise solutions have a fixed retention size for the AW-HDS-DDS. For more retention, you need an external HDS-DDS node. Use the DB Estimator Tool in the ICMDBA tool to calculate the vDisk size based on your solution sizing and customer retention requirements. The DB vDisk of the AW-HDS-DDS can be custom-sized when you deploy the OVA. A 2000 Agent Reference Design can have up to 4 external HDS. For more information about the HDS sizing, see the Cisco Collaboration Virtualization page for your solution at http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/cisco-collaboration-virtualization.html. | |||
Report capacities | Two hundred Unified Intelligence Center users can concurrently run:
This is applicable for both Unified CCE and Packaged CCE solutions.
| In addition, 30 users each running one real-time XML permalink and one historical XML permalink is supported. (This results in approximately 7200 real-time XML permalink executions per hour and 60 Historical XML permalink executions per hour.) The real-time reports have the capacity of 100 rows per report, with 10 columns each and the historical reports have the capacity of 2000 rows, with 10 columns each. |
Third-Party Integrations
Option | Notes |
---|---|
Recording | Recording Methods:
Optionally, you can use a third-party recording server integration. |
Wallboards | Wallboard provide real-time monitoring of your service to customers. They display information on customer service metrics, such as number of calls waiting, waiting call length, and service levels. |
Workforce Management | WFM allows the scheduling of multiple Contact Service Queue (CSQs) and sites. You can use a single WFM implementation worldwide. |
Cisco Solution Plus | Refer to the Cisco Solution Plus program for supported options. |
Automated Call Distributor (ACD) | You cannot use a third-party ACD in a Reference Design. |