Table Of Contents

Symbols - Numerics - A - B - C - D - E - F - G - H - I - J - K - L - M - N - O - P - Q - R - S - T - U - V - W -

Index

Symbols

.NET CIL API 4-14

Numerics

802.1p 12-12, 12-13

802.1q 12-14

A

abandoned calls 9-11

ACD integration 2-42

ACLs 8-8

Active Directory (AD) 8-9

active time 9-2

ActiveX controls 4-14

AD 8-9

Administrative Workstation (AW) 1-12, 10-8, 12-33

Administrative Workstation Database (AWDB) 1-13, 1-14

Admin Workstation ConAPI Interface 3-16

advisor 7-1

after-call work time 9-2, 9-9

Agent/IVR Controller 1-18

agent based campaigns, call flow 5-4

Agent Desktop

additional information 4-47

bandwidth requirements 12-23, 12-26

bandwidth usage 12-30

base services 4-3, 4-45, 10-17

chat feature 4-3

components 4-1, 4-9

CTI OS 4-2

described 1-9, 4-1

Desktop Administrator 4-12

desktop applications 12-29

failover recovery 4-3

features supported 4-6

for mobile agents 6-8

mobility 4-5

monitoring console 4-12

offered by Cisco Partners 4-5

prepackaged CRM integrations 4-5

Recording and Playback Service 10-18

redundancy 3-45

required servers 10-4, 10-5, 10-6

security 4-3, 8-19

service placement 12-32

settings 1-21

Siebel 4-16

silent monitoring 4-3

sizing 10-17

types of 4-4

user applications 4-7, 4-13

VoIP Monitor Service 10-17

Agent PG (APG) 10-8, 10-9, 10-15, 10-16

Agent Reporting and Management (ARM) 1-16, 3-16

agents

average call time 9-2

conferences between 1-30

general 1-21

inputs to Capacity Tool 11-3

location of 6-6

login 1-21

manually entering the number of 9-9

mobile 6-1

mobility 4-5

number of 10-12

outbound 1-18

peripherals 2-2

recommended number 9-9

required number 9-16

settings 1-21

shrinkage 9-16

sizing 9-6, 9-13

staffing requirements 9-16

talk time 9-2

utilization 9-10

wrap-up time 9-2, 9-15

agent-to-agent conferences 1-30

AHT 9-2

All-Agents Monitor 4-16

All-Calls Monitor 4-16

alternate between calls 1-30

answered calls 9-10

antivirus applications 8-15

APG 10-8, 10-9, 10-15, 10-16

API 1-16

Application Programming Interface (API) 1-16

AQT 9-10

architecture for

Cisco Unified Contact Center Enterprise (CCE) 1-1

Cisco Unified Mobile Agent 6-1

Unified CCE network 12-2

ARM 1-16, 3-16

ASA 9-10

authentication of devices 8-20

autoconfiguration 12-21

automated patch management 8-18

automatic call distribution (ACD) 2-42

availability of functions and features 3-1

average

after-call work time 9-9

call duration 9-10

call talk time 9-9

call treatment time 9-9

handle time (AHT) 9-2

queue time (AQT) 9-10

speed of answer (ASA) 9-10

AW 1-12, 10-8, 12-33

AWDB 1-13, 1-14

AW Distributor 10-10, 12-33

B

balancing server loads 11-10

bandwidth

calculation example 12-18

calculator 12-25

for Agent and Supervisor Desktop 12-23

for Cisco Agent Desktop 12-26, 12-30

for Cisco Agent Desktop applications 12-29

for Cisco Desktop Administrator 12-32

for Cisco Desktop Monitoring Console 12-32

for Cisco E-Mail Manager 12-35

for Cisco Supervisor Desktop 12-31

for clustering over the WAN 12-19

for CTI OS Agent Desktop 12-23

for Distributor AW 12-33

for private network 12-16

for public (visible) network 12-16

for report data 12-34

for reports 12-35

for silent monitoring 12-24, 12-26

for WebView server 12-34

latency requirements 12-9

PG requirements 12-20

provisioning 12-1, 12-16

worksheet for private network 12-17

Base Services for Cisco Agent Desktop 4-3, 10-17

best practices

CTI OS bandwidth 12-25

outbound dialers 5-2

security 8-5

sizing call center resources 9-17

BHCA 9-2, 9-8, 10-12

BHCC 9-10

BHT 9-3

blended agent 5-1

blended configuration 5-10

blind conference 1-28

blockage of calls 9-3, 9-9

broadband 2-38

Business Ready Teleworker 2-41

busy hour

call attempts (BHCA) 9-2, 9-8, 10-12

call completions (BHCC) 9-10

defined 9-1

traffic (BHT) 9-3

busy interval 9-1

C

C++ CIL API 4-14

CA 8-19

CAD 4-4

CAD-BE 4-4, 4-10

calculators

for call center resources 9-7

for CTI OS bandwidth 12-25

for Erlang values 9-5

call admission control 6-6

call-by-call dialing 6-3

call center terminology 9-1

call flow

agent based campaigns 5-4

IVR campaigns 5-5

call processing

centralized 2-10

distributed 2-17, 2-26

calls

abandoned 9-11

alternate 1-30

answered 9-10

blockage 9-3, 9-9

completed 9-10

conferences 1-26

duration 9-10

flow 1-5, 3-48

per interval 9-8

queuing 1-22, 1-25, 9-10

queuing on CVP 2-23, 2-33, 2-34

queuing on IPIVR 2-8, 2-9, 2-12, 2-16, 2-17, 2-19, 2-31

routing 1-21

timeline 9-4

transfers 1-26, 2-10, 2-12, 2-17, 2-19, 2-25

treatment 2-17, 2-23, 2-31, 2-33, 2-34, 9-11, 9-14

treatment time 9-9

treatment with CVP 2-9, 2-12, 2-16, 2-25

treatment with IP IVR 2-8, 2-9, 2-12, 2-16, 2-19

types 10-14

wrap-up time 9-15

call transfer timelines 5-11

campaign manager 5-6

capacity

CiscoUnified Communications Manager Capacity Tool 11-3

of server platforms 11-3

planning tool 11-3

CDA 4-7, 4-12

centralized call processing 2-10

certificate authority (CA) 8-19

certificate signing request (CSR) 8-19

chatting between agents 4-3

child/parent deployment model 2-5, 2-21, 3-45, 8-9

child site 3-47

Cisco Agent Desktop (CAD) 4-4

Cisco Agent Desktop (see Agent Desktop)

Cisco Agent Desktop Browser Edition (CAD-BE) 4-4, 4-10

Cisco Collaboration Server 1-17

Cisco Desktop Administrator (CDA) 4-7, 4-12, 12-32

Cisco Desktop Monitoring Console 12-32

Cisco E-Mail Manager 1-17, 12-35

Cisco IOS 12-13

Cisco Resource Manager 10-15

Cisco Security Agent 8-16

Cisco Supervisor Desktop (CSD) 4-5

Cisco Unified Communications Manager

Capacity Tool 11-3

clusters 11-1

described 1-2

failover 3-24, 3-35

high availability 3-8

recovery 3-35

redundancy 3-8

server capacity 11-3

sizing servers 11-1

supported server platforms 11-7

upgrading 11-10

with IPIVR 3-13

Cisco Unified Expert Advisor 7-1

Cisco Unified IP Phone Agent 4-4

Cisco Unified Mobile Agent (see Mobile Agent)

Citrix 4-17

classifying traffic 12-14, 12-15

clients for routing 1-19, 1-20

clustering over the WAN

bandwidth requirements 12-19

described 2-27

failover scenarios 2-37, 3-30

outbound dialers 5-9

with System PG 2-32, 2-36

clusters

guidelines 11-5

redundancy 11-8

silent monitoring servers 4-23

sizing 11-1

codecs 6-7

collaboration 4-6

Collaboration Server 1-17, 3-16, 3-19

combination conferences 1-31

combining Unified CCE and IP Telephony 1-24

COM CIL API 4-14

components of Unified CCE 10-1

computer telephony integration (see CTI)

ConAPI 1-16

conferences

agent-to-agent 1-30

alternate 1-30

blind 1-28

consultative 1-29

described 1-26

inputs to Capacity Tool 11-4

multiple 1-31

non-ICM 1-30

reconnect 1-29

reporting 1-31

single step 1-28

transferring 1-31

Configuration Application Programming Interface (ConAPI) 1-16

Configuration Manager 1-12

connection profiles 4-25

consultative conference 1-29

Content Services Switch (CSS) 1-3

co-residency 4-45

CRM 4-5, 6-11

CSD 4-5

CSR 8-19

CSS 1-3

CTI

3rd-Party Controlled Lines 11-5

Desktop Toolkit 4-4, 4-5, 4-12

Driver for Siebel 4-4, 4-16

Manager 3-8, 3-11, 3-36

Object Server (see CTI OS)

route points 11-4

Server 1-7, 3-41

CTI 3rd-Party Controlled Lines 11-5

CTI Object Server (CTI OS) 1-11, 4-2

CTI OS

Agent Desktop 4-2, 12-23

bandwidth requirements 12-19

co-resident with PG 4-45

described 1-11

failover 3-42

Mobile Agent 6-10

toolkit 4-2

CTI Server 12-19

Customer Relationship Management (CRM) 4-5, 6-11

Customer Voice Portal (see CVP)

CVP

Call Control Server 3-15

call treatment 2-9, 2-12, 2-16, 2-23, 2-25, 2-33, 2-34

described 1-3

design considerations 3-14

inputs to Capacity Tool 11-3

Media Server 3-15

queuing of calls 2-9, 2-12, 2-16, 2-23, 2-25, 2-33, 2-34

sizing servers 10-10

Web Server 3-15

D

daisy-chained phones 4-46

data

center 3-46

for reports 1-13, 1-14

network 3-5

security 8-3

databases 10-15

DCA 10-9

defense-in-depth 8-3

demilitarized zone (DMZ) 3-19, 8-7

deployment models

agent peripherals 2-2

clustering over the WAN 2-27

described 2-1

for Mobile Agent 2-6

multi-site with centralized call processing 2-10

multi-site with distributed call processing 2-17

options 2-2

parent/child 2-5, 2-21, 3-45, 8-9

single site 2-7

SIP support 2-6

design tools 9-5

Desktop Administrator 12-32

Desktop Monitoring Console 4-12, 12-32

devices

authentication 8-20

targets 1-20

dialed number (DN) 1-21

Dialed Number Plan (DNP) 1-27

dial plans 1-27, 6-6

directory number (DN) 1-21

direct preview mode 5-3

distributed call processing 2-17, 2-26

distributed ICM 2-26

Distributor AW 10-10, 12-33

DMZ 3-19, 8-7

DN 1-21

DNP 1-27

double trunking 2-47, 2-48

DSCP 12-12, 12-13

dual links 2-35

duration of a call 9-10

Dynamic Content Adapter (DCA) 10-9

E

ECC 10-15

E-Mail Manager 12-35

Email Manager 1-17, 3-16, 3-17, 10-10

encrypted voice streams 4-46

encryption 8-20

endpoints

for Mobile Agent 6-4

security 8-19

Enterprise CC peripherals 2-2

Enterprise CC PG 2-9, 2-16, 2-20, 2-26

Erlang

calculations 9-5, 9-6

defined 9-2

examples

bandwidth calculation 12-18

operating conditions assumed 10-3

QoS configurations 12-13

Expert Advisor 7-1

Export button in Unified CCE Resource Calculator 9-11

export data 12-21, 12-22

Extended Call Context (ECC) 10-15

extensions for Unified Communications on same phone 1-24

F

factors to consider for sizing 10-12

failover

CiscoUnified Communications Manager 3-24

clustering over the WAN 2-37, 3-30

CTIOS 3-42

design considerations 3-1

ICM 3-25

recovery 3-35

scenarios 2-37, 3-24, 3-25, 3-30

fault tolerance 3-49, 6-12

firewalls

DMZ 8-7

factors 8-7

for Agent Desktop 4-43

host-based 8-3, 8-13

topology 8-8

flow

of calls 1-5, 3-48

of traffic 12-8, 12-24

G

gatekeepers 3-15

gateways

centralized 2-11, 2-31, 2-33

distributed 2-13, 2-17, 2-23, 2-34

inputs to Capacity Tool 11-4

port sizing 9-14

voice 3-14

glossary GL-1

grade of service 9-3

Gratuitous ARP 8-21

H

H.323 3-15

hardening

of phones 8-21

of servers 8-3

HA WAN 2-27, 2-37, 2-38, 12-19

HDS 1-13, 1-14, 3-51, 10-8, 10-10, 12-33

heartbeat 12-5

high availability 3-1, 5-12

highly available (HA) WAN 2-27, 2-37, 2-38, 12-19

Historical Data Server (HDS) 1-13, 1-14, 3-51, 10-8, 12-33

host-based firewall 8-3, 8-13

Hot Standby Router Protocol (HSRP) 12-7

how to mark traffic 12-11

HSRP 12-7

hubs 4-46

hybrid IP Telephony and Unified CCE system 1-24

I

ICC 2-27, 12-20

ICM

Central Controller 1-7

components 1-7

described 1-4

distributed 2-26

failover recovery 3-36

failover scenarios 3-25

IPIVR redundancy 3-13

parent data center 3-46

private communications 2-35

redundancy 3-11

Router 12-13

routing clients 1-19

software modules 1-7

IIS 1-18

import data 12-21, 12-22

inbound

call center 9-12

call flow 3-48

infrastructure of the network 3-5, 12-2

input fields for resource calculators 9-8

installation of Windows 2000 8-5

integration

with ACD 2-42

with IVR 2-45

Intelligent Contact Management (see ICM)

Interactive Voice Response (see IVR)

interfaces

for Mobile Agent 6-8

SCI 1-4

Internet Information Service (IIS) 1-18

intra-cluster communications (ICC) 2-27, 12-20

IN transfer 1-3

intrusion prevention 8-3, 8-16

IOS 12-13

IP-based prioritization of traffic 12-5

IP Communications (IPC) Resource Calculators 9-7

IP Communicator 4-45

IP IVR

inputs to Capacity Tool 11-4

IP IVR

bandwidth requirements 12-19

described 1-4

failover recovery 3-36

high availability 3-11

ports 9-13

redundancy 3-11

with CiscoUnified Communications Manager 3-13

with ICM 3-13

IPPA 4-7, 4-10

IP Phone Agent (IPPA) 4-7, 4-10

IPSec 8-12

IP switching 1-3

IP Telephony

combined with Unified CCE 1-24

extensions 1-24

IVR

call treatment 2-17, 2-31

inputs to Capacity Tool 11-4

integration 2-45

ports 9-11

queuing of calls 2-17, 2-31

scripts 10-14

see also IP IVR

self-service applications 10-14

sizing servers 10-10

IVR campaigns, call flow 5-5

J

Java CIL API 4-14

JTAPI 1-14

JTAPI monitored devices 11-5

K

keep-alive message 12-5

L

labels 1-20

latency requirements 12-9, 12-11, 12-12, 12-13

Layer-3 devices 4-46

layers for security 8-3

LCC 10-17

level of service 9-3

load balancing 11-10

Logger 1-7, 3-38, 3-51, 10-7, 10-8

logical call center (LCC) 10-17

login 1-21

M

managed mode 8-16

manually entering the number of agents 9-9

MAPECC 12-22

MAPVAR 12-21, 12-22

marking

policy 12-15

traffic 12-11, 12-12, 12-13

media

Blender 1-17, 10-9

encryption 8-20

Media Routing (MR) 1-16

Media Routing (MR) Peripheral Gateway (PG) 3-16, 10-8, 10-9

media termination point (MTP) 12-7

message flows 1-5, 4-24

Microsoft Internet Information Service (IIS) 1-18

Microsoft Terminal Services (MTS) 4-17

mix of CAD and CTI OS agents 4-45

Mobile Agent

Agent Desktop 6-8

architecture 6-1

call admission control 6-6

call scenarios 6-5

codecs 6-7

connection modes 6-3

CTIOS 6-10

customer relationship management (CRM) 6-11

described 4-5, 6-1

dial plan 6-6

endpoints supported 6-4

fault tolerance 6-12

interfaces 6-8

locations 6-6

music on hold 6-7

outbound dialer 5-12, 6-12

silent monitoring 6-11

sizing 6-13, 11-11

models for deployments 2-1

modes for outbound dialer 5-3

MoH 6-7

monitoring

console 4-12

Mobile Agent 6-11

performance 12-16

system performance 10-18

Monitor Mode 10-13

MR 1-16

MR PG 3-16, 10-8, 10-9

MTP 12-7

MTS 4-17

multi-channel

design considerations 3-16

subsystems 1-16

multiple conferences 1-31

multiple dialer deployment 5-8

multi-site deployment

centralized call processing 2-10

distributed call processing 2-17

music on hold (MoH) 6-7

N

nailed-up agent connection 6-3

NAT 4-43, 8-8

network

infrastructure 3-5, 12-2

private 12-3, 12-9, 12-12, 12-13, 12-16

public 12-3, 12-8, 12-11, 12-12, 12-16

segments 12-3

visible 12-3, 12-8, 12-11, 12-12, 12-16

Network Address Translation (NAT) 4-43, 8-8

network hubs 4-46

Network Interface Controller (NIC) 12-5

NIC 12-5

no answer 1-24

non-ICM conferences 1-30

O

on-demand recording 4-6

OPC 1-7

Open Peripheral Controller (OPC) 1-7

operating conditions assumed for sizing purposes 10-3

options for deployment models 2-2

Organizational Unit (OU) 8-10

OU 8-10

outbound

option 3-20, 5-1

outbound dialer

agent based campaigns 5-4

benefits 5-2

best practices 5-2

blended configuration 5-10

calculator 5-10

call transfer timelines 5-11

campaign manager 5-6

clustering over the WAN 5-9

configuration 5-10

deployment 5-7

described 5-1

dialer throttling and CiscoUnified Communications Manager 5-10

distributed deployment 5-9

enterprise deployment 5-7

for mobile agents 5-12, 6-12

functional description 5-3

high availability 5-12

high-level components 5-1

IVR campaigns 5-5

modes 5-3

multiple dialer deployment 5-8

processes 5-1

references 5-12

single dialer deployment 5-7

voice gateway proximity 5-9

outpulse transfer 1-3

output fields for resource calculators 9-9

overview of Unified CCE architecture 1-1

P

parent/child deployment model 2-5, 2-21, 3-45, 8-9

parent data center 3-46

Partner agent desktops 4-5

patch management 8-3, 8-17

PBX transfers 2-45

percent blockage