Feature Descriptions
You can choose to enable these features at any time after your Packaged CCE system is installed, configured, and operational.
- Agent Greeting
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Agent Greeting manages the recording and playing of greeting messages from agents. An agent's recorded greeting plays automatically to callers when they connect to that agent. Agents can set up different greetings for different types of callers, if the call center supports that option.
- Agent Request
- Agent Request allows a customer to make request on the web to receive a return call from an agent. The request is initiated by a Customer Collaboration Platform callback feed.
- Courtesy Callback
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Courtesy Callback offers customers the option to hang up and then receive a callback when an agent is close to being available, rather than having to wait for an extended time on hold. Customers do not lose their place in the queue. The system collects callback information from the caller, monitors agent availability, and calls the customer when the agent is close to available.
- Enterprise Chat and Email
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Enterprise Chat and Email (ECE) is an optional feature that provides chat and email functionality to the contact center. The ECE server routes chat and email contacts to agents on their Cisco Finesse desktops. The ECE server can be installed on the Packaged CCE Side B host or on an external server.
ECE includes the following features:
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Email—Email is supported by ECE to create a communication channel between a customer and an agent. There are various steps involved in efficiently responding to emails from customers. Emails are first retrieved into the system and routed to appropriate users or queues. After a response is created, it is processed through the system and sent to the customer.
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Chat—A chat is a real-time interaction between an agent and a customer during which they exchange text messages. As part of a chat, agents can also push web pages to customers. Based on how chat activities are routed to agents, they can be categorized as standalone chats or integrated chats. An integrated chat is routed to an integrated queue and a message is sent to Packaged CCE. The system processes the activity and assigns the chat to an available agent.
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Web Callback—The Web Callback feature allows the user to request a callback by submitting a form on a website. ECE processes the submitted information and connects the user with an agent. ECE then sends a request to Packaged CCE to route the callback request to the agent.
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Delayed Callback—The Delayed Callback feature is similar to Web Callback, but when ECE receives the delayed callback request, it adds the request in the Delayed Callback table. ECE sends the HTML page to the customer, indicating that the customer will receive a callback within a specified time. When the specified time arrives, ECE moves the request to the Packaged CCE queue for routing to Unified CCE.
For more information about this feature, see the Enterprise Chat and Email documentation at https://www.cisco.com/c/en/us/support/customer-collaboration/cisco-enterprise-chat-email/tsd-products-support-series-home.html.
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- Extension Mobility and Extension Mobility Cross Cluster
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Extension Mobility and Extension Mobility Cross Cluster are Cisco Unified Communications Manager features that allow agents to temporarily access their Cisco Unified IP Phone configuration, such as line appearances, services, and speed dials, from other Unified IP Phones.
Extension Mobility works on phones that are located within the same Unified Communications Manager cluster. Extension Mobility Cross Cluster works on phones that are located in different Unified Communications Manager clusters.
As part of the configuration in Unified Communications Manager Administration, you create a device profile for each agent that will use Extension Mobility, and associate each device profile with the appropriate agent. You can add either all of the device profiles to the pguser, or all of the phones that the agents use to the pguser. You do not need to add both the profiles and phones to the pguser.
For more information, see the Extension Mobility section of the Feature Configuration Guide for Cisco Unified Communications Manager at https://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-installation-and-configuration-guides-list.html.
- Mobile Agent
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Mobile Agent supports call center agents who are using phones that are not directly controlled by Packaged CCE. A mobile agent can be located outside of the contact center, using an analog phone or a mobile phone. Mobile agents may also be located in the contact center using an IP phone connection that is not controlled by Packaged CCE. All mobile agents use broadband connection to access the same Agent desktop and agent state controls as non-mobile agents.
Packaged CCE supports both Call by Call and Nailed Connection mode.
- Outbound Option
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Outbound Option manages and performs outbound dialing campaigns. You configure the system to automatically dial numbers using imported contact lists and filtering rules. When a call connects to a live person, the system transfers the call to an agent skilled in handling that calling campaign.
- Post-Call Survey
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Post-Call Survey sends a caller to an automated survey after the agent disconnects. A Post-Call Survey is typically used to determine whether customers are satisfied with their call center experiences.
- Single Sign-On
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Single sign-on (SSO) is an authentication and authorization process. (Authentication proves you are the user you say that you are, and authorization verifies that you are allowed to do what you are trying to do.) SSO allows users to sign in to one application and then securely access other authorized applications without a prompt to resupply user credentials. SSO permits Cisco supervisors or agents to sign on only once with a username and password to gain access to all of their Cisco browser-based applications and services within a single browser instance. By using SSO, Cisco administrators can manage all users from a common user directory and enforce password policies for all users consistently.
- Task Routing for Third-Party Multichannel Applications
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Task Routing application programming interfaces (APIs) provide a standard way to request, queue, route, and handle third-party multichannel tasks in CCE.
Contact Center customers or partners must develop Customer Collaboration Platform and Finesse applications using these APIs to use the Task Routing feature. The Customer Collaboration Platform application submits nonvoice task requests to CCE. The Finesse application enables agents to sign in to different types of media and handle the tasks. Agents log in to and manage their state in each media independently.
- Whisper Announcement
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Whisper Announcement plays a brief message to an agent before connecting a caller to the agent. The message may include information about the caller or choices the caller made from menu options.
- Video Contact Center
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Video Contact Center provides high-quality video collaboration between customers and agents. Depending on how Video Contact Center is deployed, customers may connect with agents either from within the enterprise network or from devices outside the enterprise.
- Avaya Support
- Support for Avaya integration has been provided in Packaged CCE 4000 and 12000 Agent deployments. You can maintain an Avaya Peripheral Gateway (PG) in a Packaged CCE environment and use its intelligent contact center routing capability to route calls to geographically distributed contact center sites.
- ICM-to-ICM Gateway Support
- Support for ICM-to-ICM Gateway has been provided in Packaged CCE 4000 and 12000 Agent deployments. ICM-to-ICM Gateway extends the ICM software capability by allowing agents to simultaneously pre-route/post-route calls, and supply additional call-related information to a second agent on a different ICM. This enables the initial agent to pass on gathered information without the customer’s needing to repeat it to the second agent.
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