I am a Sales Engineer for the Finger Lakes Technologies Group - a CLEC and VAR in Upstate New York.
I specialize in Unified Communications, Enterprise and Data Center Networking, Wireless Networking, Security, and Virtualization.
well, i have read through that document, but what it doesnt say, is wether the funtionality is included with enhanced or premium licenseing. Here is what I read that confuses me, and is why im asking: 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. This says to me that premium is needed, however, at teh end, it says that there is screen pop included. So, what functions do you get with each license type? Even the document about cisco agent desktop lists some functionality is included with each, but I'm not understanding what you can do with these. Can you do things call pop, or a macro to fill in customer information into a screen in salesforce or ACT? http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps427/data_sheet_c78-627272.html Cisco Agent Desktop and Work Flow and Enterprise Application Integration (Enhanced and Premium)
Cisco Agent Desktop for Cisco Unified Contact Center Express Enhanced and Premium integrates easily with third-party applications with minimal or no custom software development. Integration is achieved using a powerful real-time programmable CTI work-flow engine that monitors call and agent state events and data, evaluates associated rules, and initiates actions when those rules are met. For example, consider the following example work flow:
Step 1. A call is received by Cisco Unified Contact Center Express.
Step 2. Call data is collected and delivered by Cisco Unified Contact Center Express to Cisco Agent Desktop.
Step 3. Cisco Agent Desktop uses call data to execute one or more work-flow actions to a third-party customer-relationship-management (CRM) system.
Step 4. The CRM system retrieves the customer-specific records or data and performs a screen pop to display information to the agent before the agent answers the call.
Integration actions that can be performed in step 3 include the following:
• Web integration action (Premium): Integration with applications accessible from the integrated browser
• Launch external application action: Integration that starts custom or standard Windows applications on agent's PC and passes data to it.
• Interprocess communication action (Premium): Integration that allows applications to communicate and coordinate their execution by passing information embedded in User Datagram Protocol (UDP) messages
• Keystroke macro action: Integration with applications on the agent's PC that automates the steps for repeatable, recurring actions between Cisco Agent Desktop and Windows rich-client applications
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What options do I have when I use CCX Enhanced vs Premium? A customer I'm working with is using ACT by Sage today, but is looking to Salesforce.com. They dont need all the enhancements included with Premium, so I want to keep them at Enhanced, but, what functionality is included with each license type?
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