IP Contact Center Solution

Hi all, I'm looking for a CCX solution, I want to distribute the incoming calls to the agents and have an IVR solution to provide menu choices for callers or obtain caller data such as passwords or account identification for information access, I understand I need the CCX and IP IVR solution, but those applications must run in a separate hardware? Or I need only the CCX Premium software.
Thanks a lot
David

Hi David,
UCCX is licensed differently than IP IVR. UCCX seats are purchased, and these include multiple features.
A seat provides all the licenses required for all combinations of deployed features. A seat includes two Unified IP IVR ports, an agent, a supervisor, a supervisor logging in as an agent, Cisco Unified Communications phone agent, a historical reports client, or a recording license.http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/uccx801gs.pdf
For more info on Seat and License Usage, check out the Getting Started with UCCX 8.0 Guide, found here. The licensing ingo starts on page 19. If you are new to UCCX, this doc is a good introduction to the features available.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/uccx801gs.pdf
If you are deploying an earlier release, these releases also have Getting Started Guides available on Cisco.com
-Brendan

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/* Style Definitions */
table.MsoNormalTable
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mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
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Hi,
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Hi,
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http://www.clarussystems.com/
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Hi,
Our company have 5 different department and each of those have separate reception.
They requested to assign one single pstn number for each reception, with separate IVR and separate call handling.
each 5 departments need only few options via IVR for outside dialer(coming via the PSTN) (no need agents and contact center functions as current requirement)
1.dial by extensions
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can you please clarify me, what type of license required for implement this solution? ( number of agent license, ivr port etc..)
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CUCM 8.6
no unity and voicemail function
Thanks..

Hi Frank.
Sorry for late replay.
Yes, I've implemented a similar solution in the past.
Here is an example
service aa flash:app-b-acd-aa-2.1.0.0.tcl
paramspace english index 0
param number-of-hunt-grps 3
param handoff-string aa
param dial-by-extension-option 1 <-- This option for dial by extension
paramspace english language en
param max-time-vm-retry 2
param aa-pilot 3400 <--- this is the application pilot
paramspace english location flash:/
param second-greeting-time 60
param welcome-prompt _bacd_welcome.au
param call-retry-timer 15
param voice-mail 200
param max-time-call-retry 20
param service-name queue2
service queue2 flash:app-b-acd-3.0.0.2.tcl
param aa-hunt9 9000 <----- This is the operator
param aa-hunt2 9100 <----- this is an Hunt Group Defined on CUCM
param aa-hunt3 9101 <----- this is an Hunt Group Defined on CUCM
param queue-manager-debugs 1
param number-of-hunt-grps 3
param queue-len 30
param queue-cme-debugs 1
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no vad
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HTH
Regards
Carlo

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Good day,
We have a very strange issues with recording calls on our contact center. We use cisco Agent desktop 7.0(1) seem in the startup window. In agent window, from the help>about:
Cisco Unified Contact Center Express 7.0 Cisco Agent desktop 6.6(1) (Premium Version)
Build: 6.6.1.400
So let me start by saying that the recording of inbound calls works more or less. The problem that we have are three:
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rgds,

Hello Dass,
Unfortunately I was not the one who implemented this. I'm also not an ip phone engineer. To put it simple, I'm a cisco network engineer and my boss says well VOIP devices are from cisco so you should support that too ;-) . So bare with me as it is kind of not so easy for me to produce the answers. So Imma blur out al lot of info now.
Let me say something about the setup using a diagram:
Because of security I had to leave a few things out of the diagram, but this pretty much tells it all. So we record all inbound calls to our servicdesk. The agents use the agent desktop software, Cisco Unified Contact Center Express 7.0 Cisco Agent desktop 6.6(1) (Premium Version) Build: 6.6.1.400. The pc on which this software runs is physicaly connected to a cisco ip phone 7962 (pc port) and the phone is connected to a C2960 switch. Switch port confguration:
interface FastEthernet0/4
switchport access vlan 10
switchport mode access
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srr-queue bandwidth share 10 10 60 20
priority-queue out
mls qos trust cos
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Cisco Desktop Recording & Statistics Service
Cisco Desktop Recording Service
This is pretty much all I have now. If there is more info required I can look it up. So can anyone say anything about this issue that I have?

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To run this license on mentioned router, do we need to order it separately or we can take it with router?
Please respond asap.

Hi Andre,
I was just refering the Ordering guide which says
Updating UCSS contract when upgrading Unified CCX licenses
UCSS cannot be upgraded from one category to another (e.g. Standard to Enhanced). If
the customer upgrades within the solution, they need to purchase UCSS for greater or
equal value to cover the new version, then they can request a credit on the unused term
of the original purchase from Customer Service
you can also speak to [email protected] for more details on ESW.
regds,
aman

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Hi Alicia,
There are no customized forms which can be created in contact center express by default, it can be done with third party vendors
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