Feature Overview

• Feature support table, page 2

• Agent greeting, page 5

• Congestion control, page 5

• Courtesy callback, page 6

• Cisco Finesse desktop, page 6

• Outbound dialer, page 6

• Post call survey, page 6

• Routing-precision queue, page 7

• Routing-customer profile, page 7

• Interactive Voice Response, page 7

• Standalone self-service, page 8

• Cisco Unified Customer Voice Portal, page 8

• Reporting: Cisco Unified Intelligence Center, page 8

• Whisper Announcement, page 8

• Windows server 2008 R2 support, page 9

• CTI OS Support, page 9

• CTI OS .net toolkit, page 9

• CTI client support-64 bit OS, page 10

• CTI OS server reconnect, page 10

• Span-based silent monitoring, page 10

• Multisite support, page 11

• SIP trunk support, page 11

• Security, page 11

• Third-party integration, page 11

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Feature support tableThe following table provides a high-level overview of the feature configuration support in Unified CCDM.Refer to the following legend when you use the table:

• S - Supported in Cisco HCS;

• S/SP - Supported in Cisco HCS, special provisioning required

• N - Not Supported

Considerations and limitations may exist for any feature that is listed in the table. For the features that werevalidated, see the feature descriptions at the end of the document for considerations and limitations.

In the following table, the Feature Name column lists features categorized into major categories. The CiscoHCS column includes the support, as indicated in the preceding legend. Finally, the Considerations columnlists important information and cross-references to the corresponding feature description sections after thetable.

Table 1: Table 1. Feature Support Table

ConsiderationsCiscoHCS

Feature Name

See Agent greeting, on page 5.S/SPAgent Greeting

See Congestion control, on page 5.SCongestion Control

See Courtesy callback, on page 6.S/SPCourtesy Callback

See http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/tsd-products-support-series-home.html

SSmall Contact Center

Database Lookup Integration provides the option to integratewith an external database and to create, or update, or retrievethe operations on a database table.

S/SPDatabase integration via Unified CVPStudio Database Element or CCE DBLookup Node

See Cisco Finesse desktop, on page 6.S/SPCisco Finesse

See http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/tsd-products-support-series-home.html

SEnhanced Service Assurance

SIP Dialer only is supported. See Outbound dialer, on page6.

S/SPOutbound Dialer

See Post call survey, on page 6.S/SPPost Call Survey

See Routing-precision queue, on page 7.S/SPRouting - Precision Queue

See Routing-customer profile, on page 7.S/SPRouting - Customer Profile

Not in current HCS architecture.NRouting - Pre and Post Functions

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Feature OverviewFeature support table

ConsiderationsCiscoHCS

Feature Name

Two customer instances of 500 agents each in a single pairof blades.

S500 concurrent agents

S1000 Concurrent Agents

4000 - Special considerationS/SP4000 Concurrent Agents

Not in current HCS architecture.N12,000 Concurrent Agents

See Installing and Configuring CiscoHCS for Contact Center10.0(1)

SShared HCS for Small Contact Center

There are four Remote Office options: Local Trunk Breakout,Office Only with Unified CCEAgents, Cisco Virtual Office,Mobile Agent. See Installing and Configuring Cisco HCSfor Contact Center 10.0(1).

S/SPRemote Office Options

See http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/tsd-products-support-series-home.html

SGlobal Deployment Support:

• Remote CVP and correspondingVRU PG.

• Remote CVP and UCM. Thisalso includes correspondingGeneric PG and Finesse server.

See Installing and Configuring CiscoHCS for Contact Center10.0(1).

SAt-Home Agent Support

A-Law codec is supported in Cisco HCS for Contact Centerdeployment. Mobile Agent and ASR/TTS is not availablewith A-Law codec.

S/SPNative A-Law Codec

See Interactive Voice Response, on page 7.S/SPInteractive Voice Response

See Interactive Voice Response, on page 7.S/SPBasic Prompt and Collect

See Interactive Voice Response, on page 7.S/SPDTMF (digit input)

See Interactive Voice Response, on page 7.S/SPStandalone Self Service

See Interactive Voice Response, on page 7.S/SPCisco Unified Customer Voice Portal

Not in current HCS architecture.NUnified IP IVR

Use Unified Communications Manager based silentmonitoring.

S/SPUnified Communications Managerbased - Silent Monitoring

See Reporting: Cisco Unified Intelligence Center, on page8.

S/SPReporting: Cisco Unified IntelligenceCenter

See Whisper Announcement, on page 8.S/SPWhisper Announcement

See Windows server 2008 R2 support, on page 9.S/SPWindows Server 2008 R2 Support

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Feature OverviewFeature support table

ConsiderationsCiscoHCS

Feature Name

See http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/tsd-products-support-series-home.html

S/SPActive Directory

Not in current HCS architecture.NNIC Support

Not in current HCS architecture.NNAM / CICM

See CTI OS Support, on page 9.S/SPCTI OS - Support

See CTI OS .net toolkit, on page 9.S/SP.NET Toolkit

See CTI client support-64 bit OS, on page 10.SCTI Client Support, 64 bit OS

See CTI OS server reconnect, on page 10.SCTI OS Server Reconnect

See Span-based silent monitoring, on page 10.S/SPSpan-Based Silent Monitoring

See Interactive Voice Response, on page 7SRemote Silent Monitoring

See Multisite support, on page 11.SMultisite Support

See http://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/tsd-products-support-series-home.html

SMediaSense Support

See SIP trunk support, on page 11.S/SPSIP Trunk Support

See Security, on page 11.S/SPSecurity

See Third-party integration, on page 11.S/SPThird Party Integration

See Third-party integration, on page 11.S/SPRecording

See Third-party integration, on page 11.S/SPWallboards

See Third-party integration, on page 11.S/SPWorkforce Management

See Third-party integration, on page 11.S/SPCustomer Relationship Management(CRM Integration)

Not in Current HCS architecture.NCisco Agent Desktop

Not in Current HCS architecture.NCiscoAgent Desktop Browser Edition

Not in Current HCS architecture.NCustomer Voice Portal Call Director

Not in Current HCS architecture.NCisco ICM to ICM Gateway

Not in Current HCS architecture.NParent Child

Not in Current HCS architecture.NTDM third-party ACD Integration

See Release Notes for Unified Contact Center Enterprise &Hosted Release 10.0(1)

SUnified Web InteractionManager/Unified E-Mail InteractionManager

Supported on a case by case basis.SVideo

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Feature OverviewFeature support table

Agent greetingYou can play a configurable, automated agent greeting to callers, standardizing the caller experience. Thegreeting helps keep the agent voices fresh because they do not have to repeat the same greeting on every call.The Agent Greeting feature lets you record a message that plays automatically to callers when they connectto you. The greeting message can welcome the caller, identify the agent, and include other useful contextualinformation. With Agent Greeting, each caller receives a clear, well-paced, and language-appropriateintroduction.

The process of recording a greeting is similar to recording a message for your voicemail. Depending on howyour call center is set up, you can record different greetings that play for different types of callers (for example,an English greeting for English speakers or an Italian greeting for Italian speakers).

By default, greeting play is enabled when you log in to your agent desktop, but you can turn it off and on asnecessary.

Agent Greeting is available to agents and supervisors who use IP Phones with Built-in-Bridge (BiB) that arecontrolled by the Cisco Unified Contact Center Enterprise (Unified CCE) and Cisco Unified CommunicationsManager (Unified CM). These agents are typically located within a contact center.

Congestion controlCongestion Control protects the Central Controller from overloading.When you enable the Congestion Control,the new calls entering that exceed the Calls Per Second (CPS) capacity of the contact center are rejected ortreated by the Routing Clients at call entry point. This prevents an overload on the call router and ensurescall-processing throughput when the system is subjected to overload.

There are four options available to handle the calls that are rejected or treated due to congestion in the system.Contact center administrators can choose any of the following options to handle the calls:

• Treat call with Dialed Number Default Label - The calls to be rejected due to congestion are treatedwith the default label of the dialed number on which the new call has arrived.

• Treat call with Routing Client Default Label - The calls to be rejected due to congestion are treated withthe default label of the routing client on which the new call arrive.

• Treat call with System Default Label - The calls to be rejected due to congestion are treated with thesystem default label set in Congestion Control settings.

• Terminate call with a Dialog Fail or RouteEnd - Terminates the new call dialog with a dialog failure.

The Congestion Control algorithm works in three levels; each level has an onset and an abatement value. Thecongestion can rise from any level to any level. However, congestion is reduced one level at a time

Configure the congestion control settings using the Congestion Settings Gadget and the Routing Client Explorertool. Use the Congestion Settings Gadget to set the system level congestion control. Use the Routing ClientExplorer tool to select the Routing Client level treatment options.

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Feature OverviewAgent greeting

Courtesy callbackCourtesy Callback limits the time a caller waits on the phone for an agent to answer. Instead of listening toqueue music, callers have the option to have their calls returned when an agent becomes available.

Each call has a calculated Estimated Wait Time (EWT). When a caller's EWT approaches zero, the scriptinitiates a call back to the caller. When the caller answers the phone the caller is placed back into the queuein the order in which they first entered. Therefore, their call is transferred to an agent.

Cisco Finesse desktopThe Cisco Finesse agent and supervisor desktop for Cisco Unified Contact Center Enterprise integratestraditional contact center functions into a thin-client desktop. A critical characteristic is that every desktop is100-percent browser-based and implemented through a Web 2.0 interface. No client-side installations arerequired.

The Cisco Finesse desktop is designed to provide easy access to the applications and information that arerequired by customer service organizations through a customizable web-based interface. It offers customercare representatives an intuitive, easy-to-use desktop design to help improve their performance and satisfaction,which in turn enhances their ability to provide quality customer service.

See the Cisco Finesse 9.0 Data Sheet at http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps11324/data_sheet_c78-710136.html

See the Release Notes for Cisco Finesse Release 9.0.1 at http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_901/release/notes/CFIN_BK_R158BCF1_00_release-notes-for-cisco-finesse_chapter_00.html

Outbound dialerThe Cisco Outbound Option, with its combination of outbound dialing modes, complements the inboundcall-handling capability of the Cisco Unified Contact Center Enterprise platform. You can build campaignsto use predictive, progressive, or preview dialing, which is integrated with inbound calls and compliant withcontact center service levels to offer a blended solution. You can allocate agents to handle only inbound, onlyoutbound, or both inbound and outbound contacts, offering an effective way to increase resource use in acontact center. Additionally, this application enables the contact center to dial customer contacts and directcontacted customers to agents or IVRs.

Post call surveyA Post Call Survey takes place after normal call treatment. This feature enables you to configure a call flowthat, after the agent disconnects from the caller, optionally sends the call to a Dialed Number IdentificationService (DNIS) configured for a Post Call Survey.

Callers can be prompted during IVR treatment as to whether they want to participate in a Post Call Survey.If they choose to do so, they are automatically transferred to the Post Call Survey after the normal call flowcompletes, for example, after the agent ends the conversation

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Feature OverviewCourtesy callback

Routing-precision queueThe precision queue routing function of Cisco Unified Contact Center Enterprise provides the intelligentdistribution of contacts as they enter the company network. When a contact requires redirection, the contactcenter application applies business logic, sending the contact to the best available enterprise resource. Forcontacts that are flowing between sites or among agents, precision queues, or IVRs, the routing optimizeseach customer's interaction by retaining collected data, eliminating the need for the customer to restateinformation.

The Cisco "precision routing" engine gives call center managers granular controls over every aspect of skillsrouting. Managers also have the capability to tie agent training features, like product questionnaires, directlyinto the routing engine, partially eliminating the need to manually enter or update proficiency levels for eachagent.

Routing-customer profileCisco Unified Contact Center Enterprise extends the sources of data that are available for making contactrouting decisions and for populating agent desktop applications. For instance, Cisco Unified Contact CenterEnterprise can perform a lookup in the customer database during routing for information on how to route thecall. You can also use information from Customer Relationship Management (CRM) applications to matchcustomers with agents and expand the data available to popup window applications

Wherever an agent is based, the system delivers context call-event and customer-profile data as a contactarrives, allowing the agent or application to personalize service and help maximize efficiency.

Interactive Voice Response• Basic Prompt and Collect IVR - Basic IVR ports provide a queue point, custommessaging and prompting,caller input collection, and processing through dual-tone multifrequency (DTMF) decoding. DecodedDTMF input may be used for both routing and popup window purposes. Basic call controls such asterminate, transfer, and place call are also supported as part of the basic IVR functionality

• Advanced IVR Port SMTP Outbound Mail Subsystem - Third-party paging or fax products that acceptan incoming email message to invoke a page or fax service may use this subsystem to provide real-timepaging and fax responses in addition to email responses.

• Advanced IVR Port Automatic Speech Recognition via Media Resource Control Protocol (MRCP) -ASR provides the ability to use natural human speech to replace DTMF keypad presses.

• Advanced IVR Port Text to Speech via MRCP - TTS provides the ability to use flat text files as inputto a computer-generated speech engine. TTS can replace prerecorded human speech in IVR applications.

• Advanced IVR Port Remote Silent Monitoring - A mechanism for silent monitoring of calls using anIP phone or a PSTN phone. This form of silent monitoring does not require a Cisco Secure Desktopapplication to be running but does require a seat license for any supervisor that is engaged in remotesilent monitoring. Remote silent monitoring also does not require any data network connectivity and isideally suited for management of outsourced customers of a call center service provider. The agent isunaware of being monitored using remote silent monitoring.

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Feature OverviewRouting-precision queue

Standalone self-serviceUsers have support for integrating fully automated self-service applications using dual tone multifrequency(DTMF), and advanced speech technologies such as automatic speech recognition (ASR) and text-to-speech(TTS) technologies with the contact center. Other technologies that are supported include integration withenterprise websites for initiating features such as click-to-talk and real-time notification services for emailand, with third-party products, support for fax and paging services.

For self-service and call treatment use Cisco Unified Customer Voice Portal.

Cisco Unified Customer Voice PortalUnified CVP operates with both TDM- and IP-based contact centers to provide a call management andtreatment solution with a self-service IVR option that can use information available to customers on thecorporate web server. With support for automatic-speech-recognition (ASR) and text-to-speech (TTS)capabilities, callers can obtain personalized answers to their questions and conduct business without the costsof interacting with a live agent.

With Cisco Unified CVP, users can pay a bill, order products and track delivery, locate a dealer, schedule apickup, change name and address information, make travel arrangements, check payment status, receivenotification of unusual activity, or request literature or product information.

Reporting: Cisco Unified Intelligence CenterExtend the boundaries of traditional contact center reporting. With Cisco Unified Intelligence Center, userscan create a comprehensive information portal where contact center reports and dashboards can be developedand shared throughout your organization.

The flexible and intuitiveWeb 2.0 based reporting platform allows the user to easily report on relevant businessdata. Unified Intelligence Center provides a dashboard-based canvas for grouping multiple reporting objectstogether, offering a comprehensive view of contact center statistics at a glance:

• Comprehensive real-time and historical reports and dashboards at a glance

• Flexible presentation options (charts, grids, and gauges)

• One-click access to contact center information using permanent web links (permalinks)

• Controlled access to reports and dashboards through privileges to authorized users

• Ability to publish and schedule reports in a variety of formats (xls, pdf, csv)

See the Cisco Unified Intelligence Center 9.0 Data Sheet at: http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps9755/data_sheet_c78-710575.html

Whisper AnnouncementWhisper Announcement lets agents hear a brief prerecorded message just before they connect with each caller.The announcement is played only to the agent; the caller hears ringing (based on existing ringtone patterns)while the announcement plays. Typically the announcement contains information about the caller that helps

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Feature OverviewStandalone self-service

prepare the agent to handle the call. The information might be the caller's language preference, choices thecaller made from a menu (Sales, Service), the customer status (Platinum, Gold, Regular), and so on.

Enable Whisper Announcement and specify which announcements to play in your Unified CCE call routingscripts. Because the announcements are controlled programmatically you can select which announcement toplay based on various inputs. These inputs could include the dialed number, a customer ID lookup in yourcustomer database, and selections made from a VRU menu.

Whisper announcement applies to any contact center line including Mobile Agents

Windows server 2008 R2 supportUnified CCE supportsWindows Server 2008 R2 (SP1 or later), both Standard and Enterprise Editions. UnifiedCCE 32-bit applications that useWoW64 compatibility mode on the 64-bitWindows Server 2008 R2 operatingsystem.

Active Directory on Windows Server 2008 R2 (64-bit) domain controllers with the domain functional levelof Windows Server 2008 R2 is supported. The improvements in Active Directory 2008 increase the supportand security of an Active Directory-based network. Windows Server 2008 supports Read Write DomainController (RWDC) and Read Only Domain Controller (RODC) as part of the security enhancements.

CTI OS SupportIn Cisco Unified Contact Center, CTI OS (Computer Telephony Integration Object Server) is the integrationof the communications media (that is, phone, email, or web) with the customer service platform (that is,customer databases, transaction processing systems, or CRM software packages). Integrating communicationsmedia with the customer service platform helps agents to service customers better and faster in two ways.First, it enables agents to leverage the information and events that are provided by the media to direct theirworkflow. Second, it increases the depth and breadth of customer information that is presented to the agentwhen the customer's contact arrives at the workstation.

Refer to the following for information on CTI OS:

• CTI OS System Managers Guide for Unified CCE

• CTI OS Agent Desktop and Supervisor User Guide for Unified CCE

• CTI OS Developers Guide for Unified CCE

• CTI OS Troubleshooting Guide for Unified CCE

• CTI OS Product Description Guide for Unified CCE

See Related Documentation for information about the Cisco Hosted Collaboration Solution for Contact Center.

CTI OS .net toolkitCisco CTI OS .NET Toolkit supports for application development using Microsoft Visual Studio .NET 2010and the .NET 3.5 framework. Existing .NET 2.0 controls do not need to be modified. Additionally, the CTI.NET CIL supports Visual Studio .NET 2010.

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Feature OverviewWindows server 2008 R2 support

The Toolkit is designed for companies that require specialized, custom desktop capabilities that are tailoredto meet the specific needs of their contact center operations. Cisco Unified Contact Center Enterprise can helpyou deploy a complete CTI strategy, including comprehensive functions at the agent's workstation. The solutionoffers a rich set of data for business applications, providing enterprise-wide call-event and customer-providedinformation to the agent's desktop. It sets a new standard for true enterprise-wide, network-to-desktop CTIwith minimal custom development or systems integration, helping your organization implement CTI quicklyand cost-effectively.

CTI client support-64 bit OSJava, .NET, and C++ CIL desktop clients are supported on the 64-bit versions of Windows 7, Windows XP,and Windows Vista.

CTI OS server reconnectIf connection cannot be reestablished within X number of retries, where X = 60 / RetryIntervalSec (as definedin the CTI OS registry), CTI OS will restart. If the connection is reestablished, CTI OS Server checks whetherthe configuration has changed while the connection to the Connected Grid was not active. If the configurationhas not changed, CTI OS becomes active without restarting. If the configuration has changed, CTI OS Serverrestarts with the changed configuration. If the ConnectedGrid connection fails before CTI OS Server completelyloads the configuration; CTI OS server restarts and continues loading the changes.

Span-based silent monitoringCTI OS-based silent monitor allows a supervisor to listen in on agent calls in Unified CCE call centers thatuse CTI OS and requires a separate server. Supervisors can send silent monitor requests to agent desktopswithout the agent being aware of any monitoring activity. Voice packets that are sent to and received by themonitored agent's IP desk phone are captured from the network and sent to the supervisor silent monitorservice that is connected to the supervisor desktop. At the supervisor silent monitor service, these voice packetsare decoded and played on the supervisor system sound card.

The supervisor has the following options:

• The supervisor can silently monitor an agent in any state as long as the agent is logged in.

• The supervisor can silently monitor an agent on hold.

•When an agent consults, the supervisor automatically hears the consult call.

• The supervisor can silently monitor in any state.

• The supervisor can barge in while silently monitoring.

•When call ends, the supervisor automatically silently monitors the next call as long as the supervisorhas not stopped silent monitoring.

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Feature OverviewCTI client support-64 bit OS

Multisite supportMultisite support from Cisco Unified Contact Center allows a customer with multiple departments or officesthat are geographically located in different areas to be managed from a single deployment.

SIP trunk supportCall routing connections refers to the ability to create, modify, and delete trunks, route groups, route lists, androute patterns using Unified Communications Domain Manager. Together, these elements enable call routingvia a trunk, and the combined elements are treated as a logical connection. Each item is created in the contextof this connection, and can be used with only that connection. Build the connection in a particular logicalorder and modify or delete with dependent records in mind.

The administrator can use Add Connection (Call Routing wizard) for quick setup, or individual modules forConnections, Route Lists, Route Groups, Trunks and Route Patterns, to create a custom connection.

SecurityCisco Unified Contact Center Enterprise supports security and data integrity features and solutions. Whendeployed, the application servers are hardened to reduce the attack surface and system vulnerability. SecureSockets Layer (SSL) is available on all web-based applications and Transport Layer Security (TLS) and IPSecurity (IPsec) support is available for sockets-based communications to secure data in transit across trustedand untrusted networks.

In addition to supporting antivirus applications from the major vendors, Cisco offers, as part of its unifiedcommunications solutions, the Cisco Security Agent, a host-based intrusion detection and prevention applicationthat provides added protection. By analyzing behavior rather than relying on signature matching, Cisco SecurityAgent complements the capabilities of antivirus software to provide a robust solution to protect your networkand reduce operational costs.

For more information, please visit:http://www.cisco.com/go/csa.

Third-party integration• The Recording option provides network-based recording, playback, live streaming, and storage of mediafor compliance, quality management, and agent coaching including audio and video, with rich recordingmetadata. The platform provides an efficient, cost-effective foundation for capturing, preserving, andmining conversations for business intelligence.

•Wallboard provides the user with the ability to monitor, in real time, the service that is being providedto customers and display information on customer service metrics, such as number of calls waiting,waiting call length, and service levels.

•Workforce Management (WFM) is a browser application that can be accessed by any user (agent,supervisor, scheduler, and administrator) who has the Internet Explorer browser. WFM does not use athick client (which would require installation programs), and therefore is ideally suited to a highlydistributed workforce environment. WFM allows the scheduling of multiple Contact Service Queue

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Feature OverviewMultisite support

(CSQs) and sites. A single WFM implementation may be used worldwide. It also allows the managingof key performance indicators and real-time adherence to schedules.

• Customer Relationship Management (CRM) is specific software that allows a company to measure andcontrol contacts with customers. CRM can be used for controlling contacts with a customer either byphone, fax, mail, and email. The data that is collected can be used for research and analysis of thecustomer relationship

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Feature OverviewThird-party integration