Data Sheet

Cisco Unified Contact Center Express 8.5
Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling easy collaboration every time from any workspace. Product Overview
Cisco Unified Contact Center Express meets the needs of midmarket and enterprise branch-office or departmental companies that need easy-to-deploy, easy-to-use, secure, virtual, highly available, and sophisticated customer interaction management for up to 400 agents. Cisco Unified Contact Center Express support for powerful, agentbased service as well as fully integrated self-service applications results in reduced business costs and improved customer response by providing sophisticated and distributed automatic call distributor (ACD), interactive voice response (IVR), computer telephony integration (CTI), and agent and desktop services in a single-server, contactcenter-in-a-box deployment while offering the flexibility to scale to larger, more demanding environments. Cisco Unified Contact Center Express helps ensure your business rules for inbound and outbound voice and email; and customer interaction management helps ensure that each contact is delivered to the right agent the first time. To help companies provide efficient, effective, customer-focused service in the contact center, supervisors must have the tools they need to manage team performance. Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express helps supervisors and other managers align contact center performance with business objectives by integrating workforce optimization into the team’s daily workflow. Cisco Unified Contact Center Express is provided in three versions: Standard, Enhanced, and Premium, to better match product functions with your customer contact interaction management requirements. All Cisco Unified Contact Center Express products are tightly integrated with Cisco Unified Communications Manager. This document applies only to Cisco Unified Contact Center Express 8.5 and later.
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Features and Benefits
Routing Capabilities Maximum return on investment (ROI) for contact centers is provided when your company’s business rules can influence the behavior of the contact center. The routing capabilities of Cisco Unified Contact Center Express facilitate categorization and prioritization of customer contacts in a way that best meets your business requirements to help ensure that each contact is routed to the right agent at the right location the first time to maximize resolution on the first call. Cisco Unified Contact Center Express routing supports a wide range of routing logic that can accurately target and selectively route different classes of contacts, or even single out individual contacts for customized, prioritized routing treatment. Cisco Unified Contact Center Express offers call-routing behaviors based on conditional events, such as time of day, day of week, or holiday routing, as well as the ability to specify service levels, move contacts between agent groups, and reprioritize contacts in the queue based on your business rules. With Cisco Unified Contact Center Express Premium, product integration with your enterprise’s customer database can help ensure that the optimal routing decisions are made. In addition, the application can give agents extensive information on a per-contact basis through a customer-relationship-management (CRM) or other application screen pop.

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Data Sheet

Email Management Customers are turning to company websites to locate information about products and services, to seek support, and to conduct transactions. In addition, customers are seeking alternative ways, such as email, to contact customer support centers, and the volume of incoming email interactions to contact centers is growing. Cisco Unified Contact Center Express offers the Agent E-Mail feature for email management. Agent E-Mail is a basic email queuing and response system, designed specifically for Cisco Agent Desktop for the Cisco Unified Contact Center Express platform. Agent E-Mail is a zero-footprint feature that is tightly integrated into the agent desktop embedded browser, with controls built into the toolbar and display. It enables contact centers to queue and route email messages to staff and skilled agents, helping balance email and call-handling activities. Additionally, you can configure the response process to include review and approval by experienced agents email replies from less experienced agents prior to delivering the response. Workforce Management, Call Recording, and Quality Management Cisco Unified Workforce Optimization integrated with Cisco Unified Contact Center Express helps supervisors and other managers align contact center performance with business objectives by integrating workforce optimization within the team’s daily workflow - combining agent and supervisor desktop tools with workforce optimization software to unify the entire customer interaction process. Directly integrated with Cisco Supervisor Desktop, Cisco Unified Workforce Optimization unifies the tactical tools that supervisors need to optimize team performance: Cisco Unified Workforce Optimization Workforce Management, Quality Management, and Call Recording software. The Workforce Management component allows contact center managers to develop schedules for multiple sites, manage critical performance indicators, and manage real-time adherence to schedules. The Quality Management software provides a recording and quality evaluation solution, with optional, advanced features such as screen recording for agent performance optimization. Call Recording enables simplified call recording based on business rules, 100-percent recording, or on-demand recording through an application programming interface (API). Agents and supervisors also can search for and replay recordings to verify compliance or resolve disputes. For more information please refer to the Cisco Unified Workforce Optimization for Cisco Unified Contact Center Express data sheet: http://www.cisco.com/en/US/products/ps8293/products_data_sheets_list.html. Outbound Dialing Capabilities The Cisco Outbound Option complements the powerful inbound call-handling capability of the Cisco Unified Contact Center Express platform by offering blended preview outbound dialing and outbound IVR capabilities. You can build campaigns to use preview dialing that is integrated with inbound calls to provide a blended inbound/outbound solution. These blended functions let agents serve both inbound calls and outbound campaign tasks when the inbound queue is empty, allowing for the most efficient use of agent resources for both inbound calls and outbound campaigns. In addition to blended preview outbound dialing, Cisco Unified Contact Center Express also includes outbound IVR capabilities designed to deliver automated, IVR-based outbound communications to customers. You can use outbound IVR for applications such as appointment reminders and emergency announcements. Outbound IVR also supports CPA (Call Progress Analysis) to automatically detect voice answer, answering machine, fax/modem, busy and reorder tones. Computer Telephony Integration Cisco Unified Contact Center Express can integrate with any CRM or other application that can run on the agent’s Microsoft Windows desktop. Integration is achieved by using a powerful real-time programmable CTI workflow engine that invokes keystroke-macro emulation to automate the transfer of caller-entered information, or performing
© 2010-2011 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information. Page 2 of 25

This critical feature enables significant cost reduction on a per-contact basis and provides significant flexibility in handling customer contacts. sophisticated. Cisco Unified Contact Center Express does not require purchase of additional IVR services. Both parties use familiar applications. Through this integration. click to dial. Every package provides an IVR queue point. For efficiency and convenience. This integration with Microsoft CRM includes productivity-enhancement features for employees. part of the Cisco Unified Communications System. but rather provides an integrated. This feature helps agents connect with experts on the first try by knowing beforehand whether they are available and how they prefer to be reached. Cisco Unified Contact Center Express third-party CTI protocol provides for deep integration with ACD and IVR subsystems for traditional custom CTI integrations. and Voice XML (VoiceXML). Cisco Unified Contact Center Express Premium allows you to apply HTTP integration to provide integration and a screen pop with browser-based applications such as Salesforce. This document is Cisco Public Information. Cisco Unified Contact Center Express provides powerful integration tools through support for custom Java classes and methods that can be invoked under real-time workflow control. Two. the contact center defines the view to show only those colleagues who are appropriate for agents to access. full self-service IVR ports are packaged at no additional charge with each Cisco Unified Contact Center Express Premium seat. Text to Speech (TTS). custom voice prompts. arbitrarily deep voice menus. web-based callback) through HTTP requests. agents and supervisors can collaborate with relevant colleagues and subject matter experts outside the contact center. as well as the ability to invoke custom workflow processing (for example. Contact center personnel use the Cisco Agent Desktop and Cisco Supervisor Desktop. These features facilitate the integration of Cisco Agent Desktop with other Windows and web-based applications with minimal software development. The call information collected by the Cisco Unified CallConnector for Microsoft Dynamics CRM allows companies to make better business decisions based on actual call metrics pertaining to employees or customers. and subject matter experts outside of the contact center use the Cisco Unified Personal Communicator or Cisco IP Phone Messenger.com running in the Cisco Agent Desktop embedded browser. such as screen pops. IVR and Self-Service Capabilities and Benefits Unlike many competitive products. support is provided for adding advanced self-service technologies such as Automatic Speech Recognition (ASR). In addition. The application also supports real-time notification services through email and third-party fax or paging solutions.Data Sheet an external application action. and call tracking. © 2010-2011 Cisco and/or its affiliates. and the ability to process customer phone-keypad presses through dual tone multifrequency (DTMF) processing to make routing decisions or to present a screen pop to the agent. custom call treatment. Cisco Agent Desktop and Cisco Unified Presence Integration Integration of Cisco Agent Desktop with Cisco Unified Presence extends real-time collaboration into the broader enterprise by integrating the contact center desktop applications with Cisco Unified Presence. and fully automated selfservice applications integrated with your agent-assisted contact interaction management. Page 3 of 25 . All rights reserved. Cisco Unified Contact Center Express Premium adds the ability to have true. In addition. ready-to-use IVR solution. is a free middleware application that integrates Cisco Unified Contact Center Express with Microsoft Dynamics CRM 3. Cisco Unified CallConnector for Microsoft Dynamics CRM The Cisco Unified CallConnector for Microsoft Dynamics CRM. Finally.0 (Microsoft CRM).

as well as for administrative services such as lobby personnel. With the Enhanced and Premium versions. It creates the intimacy of a one-on-one meeting and at the same time allows the agent to be in multiple places quickly and easily. agents and customers can add a level of intimacy to calls by employing video through the Cisco Unified Video Advantage camera. and protect your brand. This document is Cisco Public Information. healthcare for remote consultations. Page 4 of 25 . Cisco Supervisor Desktop. and interpretive services. queuing. retail for high-end electronics sales. the enterprise data pane. add new customers. Cisco Agent Desktop gives agents tools to access information and respond rapidly to customer requests. This feature is ideal for applications in finance. Information presented to the agent includes customer-entered data as well as call-state information describing how long the call has been connected to the ACD. filters. preventing redirection of calls and the necessity for customers to repeat information. Using Cisco TelePresence conferencing in combination with Cisco Unified Contact Center Express.and then organizes. which searches multiple social networks to capture public customer postings . Each of the video-enabled endpoints can take advantage of video among all parties on the call. Cisco Desktop Administrator. All rights reserved. adding a level of connectedness between the parties that can lead to a more complete and better overall interaction between agents and customers. and prioritizes these postings and presents them to your customer care team for response. Cisco Unified Contact Center Express keeps the agent in touch with every call through critical data and call-state information by providing the ability to present a screen pop to the agent for each call. ™ Agent Capabilities and Benefits Each Cisco Unified Contact Center Express seat provides optimal flexibility in your contact center by providing full licensing to use the seat as either an agent or a supervisor seat. virtual agents can be connected to callers through the skills-based routing and integrated queuing of Cisco Unified Contact Center Express. how long the call has been in queue. Each seat provides full licensing for Cisco Agent Desktop or Cisco Unified IP Phone Agent. Video and Cisco Unified Contact Center Express Cisco Unified Contact Center Express can connect callers and agents through video in a couple of ways: through integration with Cisco TelePresence and Cisco Unified Video Advantage applications. even if a PC failure occurs. your company can respond to customers in real time through the same social network they are using to communicate. Enhanced and Premium agent seats can be either PC. Voice contact workflows. improve customer loyalty. This innovative capability is enabled by Cisco SocialMiner. When connected.or Cisco Unified IP Phone-based agent stations. By providing social media monitoring. Your customer service representatives could respond to a customer service problem or reach out to new customers looking for information about your products or services. an agent is fully licensed to continue working through the Cisco Unified IP Phone Agent. Also.Data Sheet Social Media Customer Care Cisco SocialMiner provides a social media customer care solution for Cisco Unified Contact Center Express that enables your company to proactively respond to customers and prospects communicating through public social media networks such as Twitter and Facebook or other public forum or blogging sites. © 2010-2011 Cisco and/or its affiliates. and how long the agent has been talking with the caller. and workflow to organize customer posts on social media networks and deliver them to your social media customer care team. and Cisco Historical Reporting Client. Standard seats provide a Cisco Unified IP Phone Agent IP Phone-based agent station. faceto-face customer service interaction. and the integrated browser display (screen pop) show agents customer data as calls are presented. Cisco Supervisor and Agent Desktop include on-demand recording in addition to full licensing. the agent and customer appear in life size on video displays for a highly effective. for the Enhanced and Premium versions. such as branch-office experts. Cisco SocialMiner combined with Cisco Unified Contact Center Express can help your company enhance customer service.

Collaboration tools such as chat and transfer of caller data help keep responses accurate. allowing the supervisor and caller to complete the call on their own while the agent handles another customer request. This function is critical to highly distributed contact center deployments. Supervisors can interrupt an agent’s call to create a three-way conference. Supervisors can coach agents unobtrusively on cross-sell and up-sell opportunities and help agents resolve customer situations.5 data sheet: http://www. and encourage agent behavior so that agents consistently perform their job function and process calls efficiently. there is Cisco Mobile Supervisor. please refer to the Cisco Agent Desktop for Cisco Unified Contact Center Express 8. and Premium versions. and status at a glance by using easy-to-navigate tabbed pages and graphical reports.cisco. train. A supervisor can remove the agent from a call using the Intercept feature. This document is Cisco Public Information.Data Sheet Task automation buttons and the personal phone directory allow agents to instantly activate frequently performed functions that shorten response time and automate after-call work to follow up on a customer inquiry. The Premium Outbound option enables either dedicated outbound or transparent blended inbound and outbound call handling for agents. the Cisco Agent Desktop provides all the controls necessary for agents to participate in outbound campaigns. and then interact with both the caller and the agent to help resolve a concern. Note: For complete details regarding Cisco Agent Desktop and Cisco Supervisor Desktop for Cisco Unified Contact Center Express 8. and Premium versions. Enhanced. Cisco Agent Desktop offers the ability to provide workflows that process business rules based on critical call-state events. For mobile supervisors or supervisors who want to be more in tune with their team in the contact center. and the ability to display information in the form of a screen pop from the ACD or IVR subsystem to that application. © 2010-2011 Cisco and/or its affiliates. record. and send team messages allows managers to coach. For example. Within the supervisor desktop. supervisors can easily log out missing agents or make unintentionally idle agents ready to take calls. When the Premium Cisco Outbound Option with preview dialing is enabled.5. Enhanced. Supervisors can change an agent’s state from their desktop. the ability to invoke any CRM or other application able to run on the agent’s Microsoft Windows desktop. contact center managers can see team performance. Supervisors can also change an agent’s skill profile in real time. please refer to the Cisco Agent Desktop for Cisco Unified Contact Center Express 8. All rights reserved.com/en/US/products/sw/custcosw/ps427/products_data_sheets_list.cisco.html. Note: For complete details regarding Cisco Agent Desktop and Cisco Supervisor Desktop for Cisco Unified Contact Center Express 8.5 data sheet: http://www. To coach agents. including options available for Standard. Management Capabilities and Benefits Supervisory Features The ability of Cisco Supervisor Desktop to monitor critical performance metrics and actively chat. They can also initiate call recording for later review and training.5. Additionally. and instantly communicate business changes. which allows supervisors to remain connected to real-time reporting information and monitor their teams from their mobile devices.com/en/US/products/sw/custcosw/ps427/products_data_sheets_list. This capability gives supervisors tactical tools to manage their agent teams and support contact center management objectives. they can silently monitor calls and offer encouragement using chat. resolve problems. The ability to send agents scrolling team messages and chat with individual members or the entire team allows supervisors to coach agents. With Cisco Supervisor Desktop. Page 5 of 25 . Supervisors can view a subset of Cisco Supervisor Desktop reports.html. agent statistics. including options available for Standard. monitor. agents may forget to make themselves available to take calls after a break or neglect to log out when they are away from their workstation for an extended period.

Reporting The Cisco Unified Contact Center Express solution provides the real-time and historical data necessary for missioncritical contact center reporting. If a problem arises. Cisco Unified Communications Management Suite helps network managers oversee their converged networks while maintaining confidence that their IP telephony environments.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/ciscomobile_vds. Cisco Unified Contact Center Express transparently integrates information from Cisco Unified Communications Manager and integrates with the Cisco Unified Communications Manager web-based administration to provide cross access and a common interface. analysis of these conditions. Cisco Unified Contact Center Express Administration allows a wide range of real-time reporting statistics across all activity within the contact center. and notification of network managers through intelligent traps that detail the problem that has occurred. To learn more about Cisco Mobile Supervisor. all servers are members of the Cisco Unified Contact Center Express cluster and can be viewed. Administration The Cisco Unified Contact Center Express web-based administration provides a run-anywhere.cisco. contact-handling procedures. All rights reserved. are performing as expected. Cluster Management When Cisco Unified Contact Center Express is deployed with high availability. health statistics. detailed fault analysis designed specifically for Cisco devices in the IP telephony environment. contact data. and technology investments. across the entire contact center. Cisco Agent Desktop Browser Edition for Enhanced and Premium Versions The Cisco Agent Desktop Browser Edition executes as a thin client from within a commercial web browser.or multisite contact centers. visit: http://www. © 2010-2011 Cisco and/or its affiliates. helping managers make informed decisions regarding staffing levels. Cisco Unified Communications Management Suite provides real-time. Real-time reports are provided at the supervisor level (integrated with the Cisco Supervisor Desktop) on a per-agent or per-team basis and also at the administration level. and other critical network management capabilities. Standard reporting templates provide automatically operational functions for common reporting needs. In addition. Furthermore. making it easy to deploy and maintain. enterprisewide point of control for single. subsystem process checks. the queue summary report for a selected queue. the supervisor is connected. and agent status information. Custom reports can extend the standard reporting package to meet specific reporting needs. This focus on Cisco devices facilitates monitoring of Cisco Unified IP Telephony technology-based networks for a variety of fault conditions. regardless of agent or supervisor location and for all calls in process. along with their current agent state. sees the problem. and taken in and out of service.Data Sheet including a list of queues belonging to a selected team. supervisors can use administrative capabilities to dynamically re-skill agents. monitored. application run-time status. and agents belonging to a selected team or a queue. Using open Internet standards and the inherent capabilities of Cisco devices. making it an ideal solution in thin-client applications. and can communicate with the team to adjust resources appropriately to meet or exceed customer satisfaction requirements. the open software architecture of Cisco Unified Contact Center Express allows for export of reporting data in a variety of formats. Page 6 of 25 . including Cisco Unified Contact Center Express. The Cisco Agent Desktop Browser Edition also includes an agent toolbar. The reporting function provides accurate and timely reports on contact center activity. enterprise data.html. This document is Cisco Public Information. Functions supporting Cisco Unified Contact Center Express include server discovery.

It also supports switching between Cisco Unified Contact Center Express 8.0 and later releases no longer support cold standby. easier upgrades. Appliance Model You can deploy Cisco Unified Contact Center Express 8.5 supports high availability over the WAN (HAoWAN). For example. which includes an Open Database Connectivity (ODBC)-compliant database as well as Java interfaces for CTI applications. and desktop services. IVR. operation. Cisco Unified Contact Center Express supports a Cisco Customer Interaction Network based on the Cisco Unified Intelligent Contact Management and Cisco IP Contact Center (IPCC) Peripheral Gateway.5 HAoWAN and high availability over the LAN (HAoLAN). you can perform upgrades to the inactive partition at the customer’s convenience and switch to active mode quickly and easily when the updates are complete. Security To help maintain network security in the contact center and throughout the enterprise. The open architecture of the system.5 exclusively in an appliance model on Linux-based operating systems. by identifying and preventing malicious behavior before it can occur. postrouting. as well as database replication and failover and load-balanced redundancy for historical reporting and on-demand recording. resilient. preserving investments in traditional systems and providing a platform for future applications. Redundant High Availability Cisco Unified Contact Center Express offers high-availability redundancy for dual server cluster deployments.lowering the overall total cost of ownership (TCO) for a Cisco Unified Contact Center Express solution. and robust model that is less complex and provides for faster installs. It can operate from any location on the enterprise WAN. Page 7 of 25 . All rights reserved. and support reduce the need for onsite support. giving you the benefits of many software functions at a modest hardware cost. Cisco Unified Contact Center Express 8. and workflows can be uploaded and run on the Cisco Unified Contact Center Express server. can integrate with existing contact center solutions. such as virusscanning software and firewalls. potentially shortening maintenance cycles and reducing overall downtime. including support for automatic failover of inbound voice ACD. drag-and-drop. Cisco Security Agent is a host-based intrusion detection system that provides security to mission-critical enterprise servers and hosts. It provides benefits beyond conventional endpoint security solutions. enabling prerouting. as well as virus-detection software from the major antivirus software vendors. custom. and centralized reporting for multiple Cisco Unified Contact Center Express systems across a Cisco Unified Communications WAN. through a command-line interface (CLI) to the server. This process © 2010-2011 Cisco and/or its affiliates. The appliance model is a secure. This process can reduce overall downtime for upgrades by 50 percent or more . Note: Cisco Unified Contact Center Express 8. high-availability option across a virtual contact center. Dual server clusters provide a redundant. Cisco Unified Contact Center Express supports Cisco Security Agent. Remote deployment. This environment is a visual editor that provides a simple. This document is Cisco Public Information. and less-frequent patching. Scalability Cisco Unified Contact Center Express can provide a contact-center-in-a-box for inbound and outbound voice on a single server for 1 to 400 agents.Data Sheet System Capabilities and Benefits Open Systems Cisco Unified Contact Center Express software takes full advantage of industry-standard hardware platforms. business-communication applications. Integrated Service-Creation Environments The Cisco Unified Contact Center Express Workflow Editor is the service-creation and scripting environment for mapping business rules to call-flow behavior and call treatments. easy-to-understand interface for building powerful.

5 is available for Cisco Unified Communications Manager 8. they provide a robust solution to protect your network and reduce operational costs. Page 8 of 25 .0 and 8. Virtualization Cisco Unified Contact Center Express can be deployed as an application on a virtual machine on the VMWare platform running on the Cisco Unified Computing System (UCS) hardware.0(2) and 8.com/go/ucvirtualized Cisco Unified Contact Center Express 8. ODBC.5 Features and Specifications Cisco Unified Contact Center Express 8. By analyzing behavior rather than relying on signature matching.5 and later versions. please refer to the following link: http://www. virtualization results in significant cost saving and reduction in total cost of ownership (TCO). Advanced Quality Management. This allows Cisco Unified Contact Center Express to be part of a virtualized deployment where multiple Cisco Unified Communications applications can be deployed on the same server. VMWare requirements. Note: All capacities stated in this document are system maximums. with CRM applications) Customer database integration with Java Database Connectivity (JDBC) or Structured Query Language (SQL) ● ● ● ● Read-only access to Cisco Unified Contact Center Express database (Informix) with JDBC. and Workforce Management) ● ● Third-party integration (for example.5 on integrated services routers and Cisco Unified Communications 500 Series for Small Business platforms.Data Sheet helps remove potential known and unknown security risks that threaten enterprise networks and applications. Quality Management. virtual machine sizing and best practices for this deployment.cisco.5 as well as for Cisco Unified Communications Manager Express 8. supported VMWare features. This document is Cisco Public Information. For more details on the hardware requirements. Note: Cisco Unified Contact Center Express does not support Cisco Unified Communications Manager Express in Cisco Unified Survivable Remote Site Telephony (SRST) mode. Actual maximums are a function of the hardware server(s) and mix of features deployed on those servers. together. By consolidating servers. Note: This document applies only to Cisco Unified Contact Center Express 8. or SQL IVR for both Automated-Attendant and self-service applications Real-time and historical reporting Cisco Agent Desktop and Cisco Supervisor Desktop Tables 1 through 8 provide further information about Cisco Unified Contact Center Express. Cisco Security Agent complements the capabilities of the antivirus software. Cisco Unified Contact Center Express supports all critical functional areas of today’s contact centers. Following is a summary of what each of these tables describes: © 2010-2011 Cisco and/or its affiliates. All rights reserved. including: ● ● ● ● ● Inbound voice features Blended Preview Outbound Dialer Outbound IVR Blended Agent E-Mail Integration with Cisco Unified Presence Server to enable agents and supervisors to determine availability of and to interact with subject matter experts ● Cisco Unified Workforce Optimization (including Call Recording.

5 and Later Cisco Unified Contact Center Express Platform Cisco Media Convergence Servers Cisco UCS Band C-Series Premium Yes Enhanced Yes Standard Yes Release 8.and C Series Cisco Unified Communications Manager Express Cisco Integrated Services Routers 8.5. ● Table 10 describes the Workforce Management features available in the three versions of Cisco Unified Contact Center Express 8.0(3). All rights reserved.5. Enhanced.0(3). Cisco Unified Communications Manager Products Supported by Cisco Unified Contact Center Express 8.5.0(3) Cisco Media Convergence Servers Cisco UCS Band C-Series Yes Yes Yes 8.0(2) and 8. and Standard versions when it is deployed with Cisco Unified Communications Manager 8. ● Table 7 describes the maximum system capacities for inbound and blended inbound and outbound systems with Cisco Unified Contact Center Express 8. Page 9 of 25 .5. and Standard versions of Cisco Unified Contact Center Express 8.1 and later versions Cisco Unified Communications Manager Product Product Cisco Unified Communications Manager Platform Cisco Media Convergence Servers Cisco Unified Computing System™ (UCS) Server B. Table 4 describes the inbound voice features available for Cisco Unified Contact Center Express 8.5.5.0 Cisco Media Convergence Servers Cisco UCS Band C-Series No No Yes 8.5. and Standard versions. Table 1.5. Table 9 describes the Quality Management. Outbound IVR is an optional component available in the Premium version only.5.1 and later versions Table 2. 8. It also describes the features for Cisco Unified Communications Express 8. 8.0(2) Inbound voice Yes Yes Yes No © 2010-2011 Cisco and/or its affiliates.5. 8.5 Feature Availability with Cisco Unified Communications Manager 8.5 in the Premium.Data Sheet ● Table 1 describes Cisco Unified Communications Manager products supported by the Premium.5. Platform Support and Compatibility Tables 1 and 2 list information about Cisco Unified Contact Center Express platform support and compatibility.5.0(2). 8.5 and 8.5 when it is deployed with Cisco integrated services routers or with the Cisco Unified Communications 500 Series for Small Business. Enhanced. and Call Recording features available in the three versions of Cisco Unified Contact Center Express 8. ● ● Table 3 describes licensing for Cisco Unified Contact Center Express 8. Advanced Quality Management.5. ● Table 2 describes the feature availability for Cisco Unified Contact Center Express 8.0 and 8. ● ● Table 8 shows the different server classes and the servers supported in each class.5 in the Premium. ● Table 6 describes the outbound IVR voice features available for Cisco Unified Contact Center Express 8. 8. This document is Cisco Public Information.0 Release 8.5 and later. ● Table 5 describes the outbound preview voice features available for Cisco Unified Contact Center Express 8.0(2) and 8. Premium Enhanced Standard Optional Feature Cisco Unified Contact Center Express 8. Outbound preview voice features are available in the Premium version only. Feature Availability for Cisco Unified Contact Center Express 8. Enhanced.5 with Cisco Unified Communications Manager 8.5 and 8.1 and later versions Cisco Unified Communications Manager Express Cisco Unified Communications 500 Series for Small Business 8.

0 for Integrated Services Routers Inbound Voice Non-High Availability Integration with Cisco Unified Presence Server Blended Outbound Preview Dialer Agent E-Mail Inbound Voice High Availability Outbound IVR Dialer Remote Monitoring Call Recording Quality Management Advanced Quality Management Workforce Management Yes No No Yes No No No No No No No Yes No No No No No No No No No No Yes No No No No No No No No No No No Yes - Cisco Unified Contact Center Express 8.Data Sheet Feature Integration with Cisco Unified Presence Server Blended Preview Outbound Dialer Outbound IVR Agent E-Mail Inbound Voice HighAvailability Option Call Recording Quality Management Option Advanced Quality Management Option Workforce Management Option Premium Yes Included Yes Included Yes Yes Included Yes Yes Yes Yes Yes Enhanced Yes Included No No No Yes Yes No No No Standard Yes Included No No No No Yes No No No Optional Yes Yes Yes Yes Yes Yes Yes Yes Yes Cisco Unified Contact Center Express 8.5 Feature Availability with Cisco Unified Communications Manager Express 8.0 for Cisco Unified Communications 500 Series for Small Business Inbound Voice Non-High Availability Integration with Cisco Unified Presence Server Blended Outbound Preview Dialer Basic Agent E-Mail Inbound Voice High Availability Outbound IVR Dialer Remote Monitoring Call Recording Quality Management Advanced Quality Management Workforce Management No No No No No No No No No No No No No No No No No No No No No No Yes No No No No No No No No No No No - © 2010-2011 Cisco and/or its affiliates. All rights reserved. This document is Cisco Public Information.5 and 8.5 Feature Availability with Cisco Unified Communications Manager Express 8. Page 10 of 25 .5 and 8.

and C-Series Cisco Media Convergence Server Appliance Cisco Media Convergence Appliance software Microsoft Windows XP. Page 11 of 25 . This document is Cisco Public Information.Data Sheet Note: The following features are not available with Cisco Unified Contact Center Express when deployed with Cisco Unified Communications Manager Express for Integrated Services Routers or Cisco Unified Communications 500 Series for Small Business: ● ● ● Call control on Cisco Agent Desktop Barge-In and Intercept on Cisco Agent Desktop Consult Transfer Step in scripts Using PlaceCall step to make a call to a route point registered with the same Cisco Unified Contact Center Express Additionally. Licensing Licensing for Cisco Unified Contact Center Express 8. and Windows 7 desktop client software Browser-based client software Cisco Media Convergence Servers and Cisco approved partner servers Cisco UCS B.5 varies by feature. Licenses are either concurrent or named user licenses. and Windows 7 desktop client software Cisco Media Convergence Servers and Cisco approved partner servers Cisco UCS B. Table 3. Customer needs to purchase 300 licenses. Please note that not all these features are available when Cisco Unified Contact Center Express is deployed with Cisco Unified Communications Manager Express. All rights reserved. Feature Inbound Voice Non-High Availability Inbound Voice High Availability Outbound IVR Call Recording Quality Management Advanced Quality Management Workforce Management Cisco Unified Contact Center Express 8. Table 4.5 when it is deployed with Cisco Unified Communications Manager.5 Inbound Voice Features Premium Enhanced Standard General System Features with Server Software Hardware configuration Cisco Media Convergence Servers and Cisco approved partner servers Cisco UCS B. Customer needs to purchase 100 licenses. Vista. Vista. Cisco Unified Contact Center Express does not support Cisco Unified Communications Manager Express in SRST mode.and C-Series Cisco Media Convergence Server Appliance Cisco Media Convergence Appliance software Microsoft Windows XP. Vista. and Windows 7 desktop client software © 2010-2011 Cisco and/or its affiliates.5 Licensing and Packaging Licensing and Packaging Concurrent license Server software option Concurrent License Named user license Named user license Named user license Named user license Inbound Voice Features Table 4 lists inbound voice features available in the different versions of Cisco Unified Contact Center Express 8. as indicated by Table 3.and C-Series Cisco Media Convergence Server Appliance System software configuration Cisco Media Convergence Appliance software Microsoft Windows XP. All packaging is per user with the exception of the Inbound Voice High Availability server software option. Concurrent licensing example: Customer has three shifts each of 100 users for a total of 300 unique users. Named user licensing example: Customer has three shifts of 100 users for a total of 300 unique users. Feature Cisco Unified Contact Center Express 8.

SIP trunk calls are supported only from other Cisco Unified Communications Manager Express deployments.5 and 8.5 and 8.0(3). Unlimited (no software limitations) Note: For Cisco Unified Contact Center Express with Cisco Unified Communications Manager Express deployments. 8. 8. Page 12 of 25 . 8.0(2) Cisco Unified Communications Manager Express 8.0(2) Cisco Unified Communications Manager Express 8.0-based client software (Quality Management and Advanced Quality Management) Enhanced Standard Cisco Unified Communications Managers supported Cisco Unified Communications Manager 8. Unlimited (no software limitations) 1 3 Cisco Unified Communications Manager 8.0(3).0(2) Cisco Unified Communications Manager Express 8. SIP trunk calls are supported only from other Cisco Unified Communications Manager Express deployments. Unlimited (no software limitations) Note: For Cisco Unified Contact Center Express with Cisco Unified Communications Manager Express deployments. This document is Cisco Public Information.0 Cisco Unified Communications Manager 8.5 and 8.0(3).5 and 8. Unlimited (no software limitations) 1 3 Unlimited (no software limitations) Unlimited (no software limitations) Unlimited (no software limitations) Note: For Cisco Unified Contact Center Express with Cisco Unified Communications Manager Express deployments. Session Initiation Protocol (SIP) trunk calls are supported only from other Cisco Unified Communications Manager Express deployments. SIP trunk calls are supported only from other Cisco Unified Communications Manager Express deployments.5 and 8.5 and 8. SIP trunk calls are supported only from other Cisco Unified Communications Manager Express deployments. All rights reserved. Unlimited (no software limitations) 1 3 Maximum number of SIP trunks supported Maximum number of trunk groups supported Maximum number of ACD lines Maximum number of secondary lines (with support for historical reporting) Call conferencing Agent interdialing support Direct-outward-dialing (DOD) support Inbound Voice Seats Maximum number of configurable inbound agents supported Maximum number of active inbound agents supported Maximum number of inbound supervisor positions supported Inbound seat license type Included Included Included Included Included Included Included Included Included Unlimited (no software limitations) 400 42 Concurrent user Unlimited (no software limitations) 400 42 Concurrent user Unlimited (no software limitations) 400 42 Concurrent user Integrated ACD Features with Server Software Custom scripting with Cisco Unified Contact Center Express Drag and Drop Editor Maximum number of agent groups supported Maximum number of agents per group Included Included Included 150 400 150 400 150 400 © 2010-2011 Cisco and/or its affiliates.0 Cisco Voice Operating System Not available Operating system(s) supported Inbound voice redundancy support Cisco Voice Operating System High-availability cluster over the WAN with automatic failover Note: Not available for Cisco Unified Communications Manager Express Maximum number of analog trunks supported Maximum number of digital trunks supported Maximum number of IP trunks supported Unlimited (no software limitations) Unlimited (no software limitations) Unlimited (no software limitations) Note: For Cisco Unified Contact Center Express with Cisco Unified Communications Manager Express deployments. Unlimited (no software limitations) Note: For Cisco Unified Contact Center Express with Cisco Unified Communications Manager Express deployments. SIP trunk calls are supported only from other Cisco Unified Communications Manager Express deployments.Data Sheet Feature Premium (Cisco Agent Desktop and Workforce Management) Web 2.0 Cisco Voice Operating System High-availability cluster over the WAN with automatic failover Note: Not available for Cisco Unified Communications Manager Express Unlimited (no software limitations) Unlimited (no software limitations) Unlimited (no software limitations) Note: For Cisco Unified Contact Center Express with Cisco Unified Communications Manager Express deployments.

0 Support for Cisco Unified Presence Server fault tolerance Support for intercluster and foreign domains as supported by Included Included Included Included Included Included Included Included © 2010-2011 Cisco and/or its affiliates. and intraflow routing Custom routing based on data from database access (for example. and messages Capture and process caller DTMF input Automated-Attendant support Database integration Automatic Speech Recognition (ASR) Text to Speech (TTS) Real-time notification services (email. All rights reserved.5 and 8. music. custom variables. TTS. interflow. support for paging and fax) VoiceXML for ASR. This document is Cisco Public Information.wav file Included through .wav file Included through .wav file Included and fully customizable Included through Cisco Unified Communications Manager Music on Hold server or . and DTMF Read data from HTTP and XML pages Run workflows through HTTP request Integrated self-service application support Included Included and fully customizable Included Optional through Media Resource Control Protocol (MRCP): Order from Nuance or IBM Optional through MRCP: Order from Nuance or IBM Included (paging and fax require integration with third-party services) Included Included Included Included Included Included and fully customizable Not available Not available Included Included and fully customizable Not available Not available Not available Not available Not available Not available Not available Included Not available Not available Not available Included Not available Not available Integration with Cisco Unified Presence Server with Cisco Unified Contact Center Express Seat License Included Support for Cisco Unified Presence Server Releases 8. etc.wav file Included through . day of week.) Overflow.wav file Included and fully customizable Play messages to callers: Prompts Play messages to callers: Combine prompts.Data Sheet Feature Automatic Number Identification (ANI) support Dialed Number Identification Service (DNIS) support Route on Skill Route on Skill competency Conditional routing (time of day. data-directed priority routing) Dynamic priority queuing Maximum number of definable skills groups Maximum number of skills per agent Maximum number of routing programs Premium Included Included Included Included Included Enhanced Included Included Included Included Included Standard Included Included Included Included Included Included Included Included Not available Included Not available Included 150 50 Unlimited (no software limitations) Included 150 50 Unlimited (no software limitations) Not available 150 50 Unlimited (no software limitations) Integrated IVR Features with Server Software Play messages to callers: Music Included through Cisco Unified Communications Manager Music on Hold server or .wav file Included and fully customizable Included through Cisco Unified Communications Manager Music on Hold server or . Page 13 of 25 .

Data Sheet Feature Cisco Unified Presence Server Contact (“buddy”) lists under administrator control. Included Included Included Not available Integrated Agent E-Mail General System Features with Cisco Unified Contact Center Express Cisco Agent Desktop Microsoft Exchange 2003 or Microsoft Exchange 2007 or 2010 Assign one or more email addresses to a single Contact Service Queue (CSQ) Blended voice and email agents Dedicated email agents Fully integrated with Cisco Agent Desktop.) Integrated CTI and Screen Pop Features with Cisco Unified Contact Center Express Seat License Populate ANI or DNIS and customer-defined workflow data Automatically start any Microsoft Windows-compatible application: Pass initialization parameters Populate data to any Microsoft Windows-compatible application Populate data to any browserbased application Customer database integration (JDBC) Included Included Included Included Included Not available Included Included Included Included Not available Not available Not available Not available Not available Integrated PC-Based Agent Desktop Features with Cisco Unified Contact Center Express Seat License Workflow Automation and Task buttons Populate third-party applications on events “Record” and archive calls “Work” agent state for after-call wrap-up activity Wrap-up codes Chat with supervisor or agents using Instant Messaging Call log tracks call activity of incoming and outgoing calls Agent log tracks agent state changes and other information Soft phone with phone directory Support for Cisco IP Communicator: No Cisco IP Phone required for agent phone Agent State buttons Integrated browser: Integrated support for browser-based applications.2. and Cisco Desktop Not included. Page 14 of 25 . must be purchased from Microsoft vendor Included Not available Not available Not available Not available Included and configurable Included and configurable Included Not available Not available Not available Not available Not available Not available © 2010-2011 Cisco and/or its affiliates. This document is Cisco Public Information. browsing to administratively approved websites Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Not available Note: As of Cisco Unified Contact Center Express 5. agents have visibility to appropriate contacts only Persistent. independent presence popup window continuously updated with agent state and subject-matter-expert presence state Premium Enhanced Standard Included Included Included Included Included Not available with Cisco Unified IP Phone Agent (Agent may use nonintegrated Cisco IP Phone Messenger only. Cisco Supervisor Desktop. All rights reserved.0. contact lists assigned to workflow groups. Cisco Agent Desktop is no longer included in the Standard version.

and Agent EMail Detail real-time reports Premium Enhanced Standard Included Not available Not available Included Included Included Not available Not available Not available Not available Not available Not available Included Included Included Not available Not available Not available Not available Not available Not available Included Included Not available Not available Not available Not available Included Not available Not available Included Not available Not available Integrated IP Phone-Based Agent Desktop Features with Cisco Unified Contact Center Express Seat License Note: Please refer to Cisco Unified Contact Center Express Software and Hardware Compatibility Guide: http://www. and blind copy email to external addresses Agents can quality assure email content from less experienced agents prior to external delivery Agent E-Mail contacts included in agent CSQ. Agent ACD State.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx. copy.pdf for a list of supported Cisco Unified IP Phones. All rights reserved.cisco.Data Sheet Feature Administrator Email contact detail records saved to Cisco Unified Contact Center Express historical database Shared global response templates Separate voice and email state model Automatic change of focus for desktop to voice call handling for agents also in voice CSQ Automatic resumption of e-mail processing on voice disconnect Spell checker (excluding doublebyte languages) Agent can save email draft response and resume at a later time Agent can re-queue email Agent can forward. Barge In. Log in or out Ready or not ready Shows agent phone state Real-time reports Agent may initiate on-demand recording Supervisor can use Silent Monitor. This document is Cisco Public Information. Page 15 of 25 . and Intercept Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Not available Not available Integrated PC-Based Supervisor Desktop Features with Cisco Unified Contact Center Express Seat License View agent activity in real time View agent and skill group statistics in tabular and graphical views Chat: Send text messages to any or all agents Marquee: Broadcast scrolling messages to agents Support for Cisco IP Communicator: No Cisco IP Phone required for agent phone Log out agent Make agent ready Coaching: Provide agent guidance through chat Included Included Included Included Included Included Included Included Included Included Included Included Not available Not available Included Included Included Included Included Included Included Included Included Not available © 2010-2011 Cisco and/or its affiliates. Agent E-Mail Log.

Data Sheet Feature Silent Monitor: Listen in on an agent’s call Premium Included Enhanced Included Not available Standard Not available Not available Ability for supervisor to use Silent Included Monitor remotely from any phone through a dial-in IVR session Barge-In: Join in on an agent’s conversation Intercept: Take a call from an agent Record: Capture and archive call audio Integrated browser: Integrated support for browser-based applications. This document is Cisco Public Information. browsing to administratively approved websites Support for supervisors to take calls using included Cisco Agent Desktop Included Included Included Included Included Included Included Not available Not available Not available Not available Not available Included Included Not available (Cisco Agent Desktop not included) Included Support for supervisors to take Included calls using included Cisco Unified IP Phone Agent Included Integrated Agent E-Mail for Supervisors with Cisco Unified Contact Center Express Seat License Supervisor real-time reporting for Agent E-Mail mail volume by CSQ and for agent detail email volume by CSQ Included Not available Not available Integrated ACD Historical Reporting with Cisco Unified Contact Center Express Seat License Abandoned Call Detail Activity report Aborted and Rejected Call Detail report Agent Call Summary report Agent Detail report Agent Login Logout Activity report Agent Not Ready Reason Code Summary report Agent State Detail report Agent State Summary report (by agent) Agent State Summary report (by interval) Agent Wrap-up Data Summary report Agent Wrap-up Data Summary Detail report Application Summary report Call Custom Variables report Called Number Summary Activity report Common Skill Contact Service Queue Activity report Contact Service Queue Activity report (by CSQ) Contact Service Queue Activity report (by interval) Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Not available Not available Included Included Included Included Included Included © 2010-2011 Cisco and/or its affiliates. All rights reserved. Page 16 of 25 .

including support for Simple Network Management Protocol (SNMP) support and alarm service Support for third-party MIBs Tracing and local logging Voicemail Integration Voice messaging interface Maximum number of voice mailboxes supported Optional (Cisco Unity messaging or Optional (Cisco Unity messaging or Cisco Unity Express) Cisco Unity Express) Please consult product documentation Please consult product documentation ® Included Included Included Included Not available Not available Included Included Included Included Included Included Included Included Included Included Included Included Included Included Included Optional (Cisco Unity messaging or Cisco Unity Express) Please consult product documentation © 2010-2011 Cisco and/or its affiliates. Cisco Unified Campus Manager. and Cisco Unified Resource Manager Essentials. This document is Cisco Public Information.Data Sheet Feature Contact Service Queue Activity report Contact Service Queue Call Distribution Summary report Contact Service Queue Priority Summary report Contact Service Queue Service Level report CSQ Agent Summary report Detailed Call. CSQ. All rights reserved. Page 17 of 25 . Agent report Priority Summary Activity report Remote Monitoring Detail report Premium Included Included Included Included Included Included Included Included Enhanced Included Included Included Included Included Included Included Not available Standard Included Included Included Included Included Included Not available Not available Integrated Self-Service Historical Reporting with Cisco Unified Contact Center Express Seat License Application Performance Analysis Included report Call-by-Call Contact Call Detail Record (CCDR) report Traffic Analysis report Included Included Included Included Included Included Included Included Integrated Multichannel Historical Reporting with Cisco Unified Contact Center Express Seat License Outbound Agent Detail Summary report Outbound Campaign Summary report Agent E-Mail Inbox Traffic Analysis report Agent E-Mail CSQ Activity Summary report Agent E-Mail Agent Summary Activity report Agent E-Mail CSQ Agent Summary Activity report Included Included Included Included Included Included Not available Not available Not available Not available Not available Not available Not available Not available Not available Not available Not available Not available Integrated Recording with Cisco Unified Contact Center Express Seat License On-demand agent recording On-demand supervisor recording Integrated Administration Browser-based: Administer from anywhere on Cisco Unified Communications WAN Web-enabled real-time reporting client Full integration with Cisco Unified Operations Manager.

Please note that as of Cisco Unified Contact Center Express 7.5 is deployed with Cisco Unified Communications Manager. outbound only.Data Sheet Feature Maximum number of voice storage hours Support for other vendor voicemail Premium Unlimited (storage limitation hard disk-dependent) Yes (through call transfer to voicemail system) Enhanced Unlimited (storage limitation hard disk-dependent) Yes (through call transfer to voicemail system) Standard Unlimited (storage limitation hard disk-dependent) Yes (through call transfer to voicemail system) Outbound Voice Features As Table 5 shows. Page 18 of 25 . outbound preview dialer voice features are available only in the Premium version of Cisco Unified Contact Center Express 8. or a blended inbound and outbound voice agent. reject. They are not available when Cisco Unified Contact Center Express is deployed with Cisco Unified Communications Manager Express. Note: The seat maximums shown in Table 5 for Blended Outbound Preview Dialer are inclusive of inbound voice seats also deployed. Barge-In. Each Premium version agent may be either an inbound only. This document is Cisco Public Information.5 Outbound Preview Voice Features Premium Enhanced Standard General System Features with Server Software Note: These features are the same as for inbound voice with the exception of redundancy. Hardware configuration Outbound Voice Seats Maximum number of configurable outbound agents supported Maximum number of active outbound agents supported Maximum number of outbound supervisor positions supported Outbound license type Outbound Preview Dialer Features Maximum number of active outbound campaigns Maximum number of CSQs per outbound campaign Maximum number of active contacts per outbound campaign 15 10 10. Included © 2010-2011 Cisco and/or its affiliates. account number. Table 5.1. and Intercept Ability for agent to accept. and phone number dialed Start any Microsoft Windowscompatible application Included Not available Not available Using CAD task button Not available Not available Not available Not available Send information to any Microsoft Using CAD task button Windows-compatible application Integrated PC-Based Agent Desktop Features with Cisco Unified Contact Center Express Seat License Ability for agent to initiate ondemand recording Included Not available Not available Not available Not available Not available Not available Ability for supervisor to use Silent Included Monitor.0. Note also that these features are available only when Cisco Unified Contact Center Express 8.000 Not available Not available Not available Not available Not available Not available Unlimited (no software limitations) 100 42 Concurrent user Not available Not available Not available Not available Not available Not available Not available Not available Deploys and executes co-resident on inbound voice server Not available Not available Integrated CTI and Screen Pop Features with Cisco Unified Contact Center Express Seat License Populates customer’s name. the Blended Outbound Preview Dialer is no longer sold as a separate option but rather is included at no additional charge in the Premium version. Feature Cisco Unified Contact Center Express 8.5. All rights reserved.

Note that these features are available only when Cisco Unified Contact Center Express 8. Feature Cisco Unified Contact Center Express 8. This document is Cisco Public Information.5 Outbound IVR Features Premium Enhanced Standard General System Features with Server Software Hardware configuration IVR Outbound Dialer is deployed co.5 is deployed with Cisco Unified Communications Manager. and DTMF Included Not available Not available Integrated PC-Based Supervisor Desktop Features with Cisco Unified Contact Center Express Seat License View agent activity in real time Support for Cisco IP Communicator: No Cisco IP Phone required for agent phone Coaching: Provide agent guidance through chat Silent Monitor: Listen in on an agent’s call Included Included Not available Not available Not available Not available Included Included Not available Not available Not available Not available Not available Not available Ability for supervisor to use Silent Included Monitor remotely from any phone through a dial-in IVR session Barge-In: Join in on an agent’s conversation Intercept: Take a call from an agent Record: Capture and archive call audio Included Included Included Not available Not available Not available Not available Not available Not available Integrated Historical Reporting with Cisco Unified Contact Center Express Seat License Preview Outbound Campaign Summary report Preview Outbound Agent Detail Performance report Administration Ability for administrator to create and configure campaigns Ability for administrator to create non-North American area code to time-zone mappings Ability for administrator to mark “Do not call” contacts as “Do not call” across all campaigns Included Included Not available Not available Not available Not available Included Included Not available Not available Not available Not available Included Not available Not available Table 6 shows the features available with the Outbound IVR feature. All rights reserved.Not available resident on inbound voice server. Table 6. CPA is performed on the gateway.Data Sheet Feature or skip outbound contact Ability for agent to mark a contact as “Do not call” for a particular campaign Premium Enhanced Standard Included Not available Not available Integrated IP Phone-Based Agent Desktop Features with Cisco Unified Contact Center Express Seat License VoiceXML for ASR. Not available Outbound IVR Ports Maximum number of Outbound IVR ports supported 150 Not available Not available © 2010-2011 Cisco and/or its affiliates. which is an optional component available only in the Premium version of Cisco Unified Contact Center Express 8.5. Page 19 of 25 . They are not available when Cisco Unified Contact Center Express is deployed with Cisco Unified Communications Manager Express. TTS.

answering machine. All rights reserved. which you can determine by using the Cisco Unified Communications Sizing Tool. and MCS 7845-H2 and 7845-I2 and later versions of these servers. Table 7. Reference Capacities for Inbound and Blended Inbound and Outbound Systems Critical Inbound-Only Voice System Maximum Capacities when Deployed with Cisco Unified Communications Standalone Server Server class Agents Supervisors Agent E-Mail Monitoring * ** Two-Server Cluster 3 150 15 120 15 32 100 5 150 150 50 40 40 15 2600 2 100 10 30 10 24 25 3 150 100 50 40 40 10 2000 1 75 8 30 8 16 25 3 150 75 50 40 40 8 1800 5 400 42 120 42 84 ** 5 400 42 120 42 84 ** 4 300 32 120 32 64 ** 4 300 32 120 32 64 ** 3 150 15 120 15 32 100 10 150 150 50 40 40 15 2600 2 100 10 30 10 24 25 10 150 100 50 40 40 10 2000 1 75 8 30 8 16 25 10 150 75 50 40 40 8 1800 Recording and Playback Customer service queues Historical reporting sessions Skills IVR ports ASR ports TTS ports VoiceXML ports Remote monitoring Busy Hour Call Completions (BHCC) 150 5 150 400 100 160 80 32 6000 150 5 150 300 100 160 80 32 5000 150 16 150 400 100 160 80 32 6000 150 16 150 300 100 160 80 32 5000 © 2010-2011 Cisco and/or its affiliates. Older versions of these servers have lower scalability limits. busy and invalid numbers Premium Concurrent Enhanced Not available Standard Not available 15 10. the media convergence servers (MCS) in Table 7 apply only to Cisco MCS 7816-H3 and MCS 7816-I3. fax/modem. Page 20 of 25 . MCS 7835-H2 and MCS 7835-I2.000 Included Not available Not available Not available Not available Not available Not available Integrated Historical Reporting with Cisco Unified Contact Center Express Seat License IVR Outbound Campaign Summary report IVR Outbound CCDR report IVR Outbound Half Hourly report Administration Ability for administrator to create and configure campaigns Ability for administrator to create non-North American area code to time-zone mappings Included Included Not available Not available Not available Not available Included Included Included Not available Not available Not available Not available Not available Not available The summary overview of system maximums for inbound and outbound voice shown in Table 7 is for reference only.Data Sheet Feature Outbound IVR Port license type Outbound IVR Features Maximum number of active outbound campaigns Maximum number of active contacts per outbound campaign Ability to automatically detect voice answer. In addition. All system configurations are required to use the Cisco Unified Communications Sizing Tool to pass required Cisco Assessment to Quality (A2Q) bid assurance. MCS 7825-H3 and MCS 7825-I3. This document is Cisco Public Information. Please note that all deployments containing preview outbound and outbound IVR are by definition blended inbound/outbound deployments.

Data Sheet Critical Inbound-Only Voice System Maximum Capacities when Deployed with Cisco Unified Communications Number of skills with which an agent can associate 50 50 25 50 25 50 25 50 25 50 25 50 25 50 25 50 25 50 25 Number of CSQs with which 25 an agent can associate (Includes total combined email CSQs and voice CSQs) Number of skills with which a CSQ can associate Number of CSQs for which a call can queue 50 25 50 25 50 25 50 25 50 25 50 25 50 25 50 25 50 25 50 25 Critical Blended Inbound and Outbound Voice System Maximum Capacities when Deployed with Cisco Unified Communications Standalone Server Agents Supervisors Monitoring * * Two-Server Cluster 75 10 10 10 2 100 150 150 50 40 40 120 10 75 2600 2600 2600 50 25 50 25 75 75 10 10 10 2 25 150 100 50 40 40 30 10 75 2000 2000 2000 50 25 50 25 75 50 5 5 8 2 25 150 75 50 40 40 30 5 50 1800 0 1800 50 25 50 25 0 400 42 42 42 8 150 150 400 100 160 80 120 32 100 6000 6000 6000 50 25 50 25 150 300 32 32 32 8 150 150 300 100 160 80 120 32 100 5000 5000 5000 50 25 50 25 150 75 10 10 10 4 100 150 150 50 40 40 120 10 75 2600 2600 2600 50 25 50 25 75 75 10 10 10 4 25 150 100 50 40 40 30 10 75 2000 2000 2000 50 25 50 25 75 50 5 5 8 4 25 150 75 50 40 40 30 5 50 1800 0 1800 50 25 50 25 0 400 42 42 42 2 150 150 400 100 160 80 120 32 100 6000 6000 6000 50 25 50 25 150 300 32 32 32 2 150 150 300 100 160 80 120 32 100 5000 5000 5000 50 25 50 25 150 Recording and Playback Historical Reporting sessions CSQs Skills IVR ports ASR ports TTS ports VoiceXML ports Agent E-Mail Remote monitoring Blended or Preview Agents Preview Outbound BHCC Outbound IVR BHCC Total BHCC *** *** *** Number of skills with which an agent can associate Number of CSQs with which an agent can associate Number of skills with which a CSQ can associate Number of CSQs for which a call can queue Outbound IVR ports Critical Inbound Voice System Maximum Capacities when Deployed with Cisco Unified Communications Manager Express Cisco Unified Communications Manager Express on Integrated Services Router Server Agents Supervisors Monitoring Recording and Playback Historical Reporting sessions CSQs All 50 10 10 10 2 50 Cisco Unified Communications Manager Express on Cisco Unified Communications 500 Series for Small Business All 48 5 2 50 © 2010-2011 Cisco and/or its affiliates. Page 21 of 25 . All rights reserved. This document is Cisco Public Information.

● Quality Management: This user licensing bundle includes all of the functions listed within the Call Recording bundle plus customized contact quality evaluation and reporting on aggregate quality scores for agents.5. 750. In addition. or on-demand recording through the recording API. 4. In addition. 2. The Workforce Management process includes forecasting contact volume based upon historical trends. Page 22 of 25 . 1000. 3. and scheduling personnel based upon their work rules to help ensure that target service-level goals are achieved. Note that Quality Management. B200M1. Advanced Quality Management. 750. The suite consists of the following components: ● Call Recording: This user license bundle enables either audio telephony recording by preconfigured workflows with up to 100-percent recording. 2 and 1 respectively. C210M2 Cisco Unified Workforce Optimization Cisco Unified Workforce Optimization suite assists contact centers in efficiently managing their personnel to deliver consistent customer service that matches their business goals. Table 8 lists the server classes and the different servers in each class. Table 8. teams. All rights reserved. 3. BHCC is 5000. the BHCC contributed by the preview outbound dialer should not exceed 1000. © 2010-2011 Cisco and/or its affiliates. 3 and 2 respectively. respectively. 3250. the Call Recording license provides the browser-based user interface to search for and replay recorded contacts within the scope of the user’s defined role. 4. ● Advanced Quality Management: This user license bundle includes all of the functions listed within the Quality Management bundle plus synchronized agent screen recording. and 1. and Workforce Management are available only with the Premium version of Cisco Unified Contact Center Express 8. The BHCC contributed by Outbound IVR should not exceed 1000. and 750 for server classes 5. *** For high-availability deployments. 750 and 750 for server class 5. These reduced BHCC apply only to HA over WAN deployments. ● Workforce Management: This system efficiently manages contact center staff and resources to meet customer service-level objectives. the BHCC listed in the table is for LAN deployments. and 750 for server class 5. 750. 1000. 2250. 4. C210M1 5 B200M2.Data Sheet Critical Inbound-Only Voice System Maximum Capacities when Deployed with Cisco Unified Communications Skills IVR ports ASR ports TTS ports VoiceXML ports Agent E-Mail BHCC Number of skills with which an agent can associate Number of CSQs with which an agent can associate Number of skills with which a CSQ can associate Number of CSQs for which a call can queue * 150 50 25 25 25 1000 50 25 50 25 150 48 1000 50 25 50 25 Refer to Solution Reference Network Design (SRND) for additional limitations for Switched Port Analyzer (SPAN)-based recording and monitoring. This document is Cisco Public Information. C200M2 3 Cisco MCS 7835 4 Cisco MCS 7845. 32 for Enhanced. or groups. ** 84 for Premium. Server Class Servers Server Classes and Servers Supported by Cisco Unified Contact Center Express 1 Cisco MCS 7816 2 Cisco MCS 7825. For WAN deployments. Agent and supervisor dashboards are available for tracking schedules and managing service levels on an intra-day basis.

and Call Recording. and Call Recording Quality Management (available with Premium only) Advanced Quality Management (available with Premium only) Call Recording (available with Standard. All rights reserved. Enhanced. and reporting Role-specific graphical dashboards On-demand recording (API) Knowledge worker (non-ACD user) recording Agent quality reporting Ten fields for user-defined call metadata 1200 1200 1200 Named user Named user Named user Included Not available Not available Included Included Included Included Included Included Included Included Included Included Included Included Not available Not available Not available Not available Not available Included Included Included Included Included Included Included Not available Included Included Included Included Included Included Not available Included © 2010-2011 Cisco and/or its affiliates. This document is Cisco Public Information. supervisors. MCS 7835. MCS 7825. Table 9. Page 23 of 25 . MCS 7825.5 Quality Management. Advanced Quality Management. MCS 7825. Advanced Quality Management. or other users) License type Features with Server Software Voice contact recording Synchronized agent screen recording Extended screen recording for after-call work Customizable evaluation forms Agent quality assessment Evaluation approvals One-hundred-percent call logging. archival search tools. or others) Maximum number of concurrently active users supported (total number of agents. MCS 7835.Data Sheet Table 9 lists important information about Quality Management. or MCS 7845 Media Convergence Server and Cisco approved partner servers Microsoft Windows server software and browser-based client compatible with Microsoft Windows XP and Vista client OS Microsoft Windows Server 2003 from Microsoft reseller Microsoft SQL 2005 from Microsoft reseller Not available 3600 System software configuration Operating system(s) supported Database supported Redundancy support Maximum number of configurable named users supported (agents. or MCS 7845 Media Convergence Server and Cisco approved partner servers Microsoft Windows server software and browser-based client compatible with Microsoft Windows XP and Vista client OS Microsoft Windows Server 2003 from Microsoft reseller Microsoft SQL 2005 from Microsoft reseller Not available 3600 A single Cisco MCS 7816. or MCS 7845 Media Convergence Server and Cisco approved partner servers Microsoft Windows server software and browser-based client compatible with Microsoft Windows XP and Vista client OS Microsoft Windows Server 2003 from Microsoft reseller Microsoft SQL 2005 from Microsoft reseller Not available 3600 A single Cisco MCS 7816. Feature Cisco Unified Contact Center Express 8. supervisors. MCS 7835. and Premium) General System Features with Server Software Hardware configuration A single Cisco MCS 7816.

and network hosting efficiencies. management. The combined strengths of Cisco and our partners provide a portfolio of services that can help you prepare your infrastructure for future changes aligning to long-term business goals. Cisco Unified Contact Center Express offers ease of installation. and delivering a rich-media experience across any workspace. including agent report card Not available Not available Not available Not available Not available Not available Not available Not available Not available Not available 300 Not available Not available Included Included Included Included Included Included Not available Not available Not available Not available Not available Not available Not available Not available Not available Not available Not available Not available Summary Cisco Unified Contact Center Express offers an integrated. or others) Maximum number of concurrent Workforce Management users supported (total agent. or other seats) Workforce Management license type Contact forecasting Agent scheduling Role-based user interfaces Real-time and historical adherence Standard performance reports. Together we create innovative. and administration features for departmental. ease of agent administration. Cisco Unified Contact Center Express delivers sophisticated call routing. as well as reduced business application integration complexity. Microsoft Internet Explorer 6 or 7 Microsoft Windows Server 2003 from Microsoft reseller Microsoft SQL 2005 from Microsoft reseller Not available 900 Enhanced Not available Standard Not available System software configuration Operating system(s) supported Database supported Redundancy support Maximum number of named Workforce Management users supported (agents. or small to medium-sized enterprise customer-care needs. enterprise branch office.5 Workforce Management Premium Cisco MCS 7835 or MCS 7845 Media Convergence Servers. Cisco UCS C-Series and Cisco approved partner servers Browser-based client-user access. supervisor.5 Workforce Management. © 2010-2011 Cisco and/or its affiliates. improving competitive advantage.Data Sheet Table 10 lists information about Cisco Unified Contact Center Express 8. Feature Hardware configuration Cisco Unified Contact Center Express 8. full-featured solution for managing customer voice contacts while retaining all the benefits of fully converged Cisco Unified Communications deployment. Cisco Services Adapt to market changes while increasing productivity. please visit http://www. and application hosting. Page 24 of 25 . With all these features. This document is Cisco Public Information. networkcentric architecture solutions resulting in a scalable and responsive foundation that can help you realize the full value of your IT and communication investment. increased agent flexibility. For more information about Cisco Unified Contact Center Services.cisco.com/go/uccservices. configuration. Cisco Unified Contact Center Express continues the evolution toward a true Customer Interaction Network. All rights reserved. Table 10. supervisors.

visit http://www. Page 25 of 25 .Data Sheet For More Information For more information about the Cisco Unified Contact Center Express.cisco.com/go/uccx or contact your local Cisco account representative. All rights reserved. Printed in USA C78-629807-02 09/11 © 2010-2011 Cisco and/or its affiliates. This document is Cisco Public Information.