Cisco Unified Contact Center Enterprise Solution Reference ...

CTI
Desktop Toolkit 4-4, 4-5, 4-12
Driver for Siebel 4-4, 4-16
Manager 3-7, 3-10, 3-36
Object Server (see CTI OS)
route points 10-4
Server 1-7, 3-40
CTI Object Server (CTI OS)
CTI OS
1-11, 4-2
Agent Desktop 4-2, 11-22
bandwidth requirements 11-18
co-resident with PG 4-25
described 1-11
failover 3-41
Mobile Agent 6-10
toolkit 4-2
CTIQBE 7-8
CTI Server 11-18
Customer Relationship Management (CRM) 4-5, 6-11
customer support xviii
Customer Voice Portal (see CVP)
CVP
Call Control Server 3-15
call treatment 2-8, 2-9, 2-12, 2-16, 2-23, 2-25, 2-30, 2-31
described 1-3
design considerations 3-14
inputs to Capacity Tool 10-3
Media Server 3-15
queuing of calls 2-8, 2-9, 2-12, 2-16, 2-23, 2-25, 2-30, 2-31
sizing servers 9-10
Web Server 3-15
D
daisy-chained phones
data
4-26
center 3-45
for reports 1-14
network 3-5
OL-8669-05
security 7-3
databases 9-14
DCA 9-9
defense-in-depth 7-3
demilitarized zone (DMZ)
deployment models
3-19, 7-7
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, 3-44, 7-10
single site 2-6
SIP support 2-6
design tools 8-5
Desktop Administrator 11-31
Desktop Monitoring Console
devices
4-12, 11-31
authentication 7-21
targets 1-20
dialed number (DN) 1-22
Dialed Number Plan (DNP) 1-27
dialer ports 8-16
dial plans 1-27, 6-6
directory number (DN) 1-22
direct preview mode 5-3
distributed call processing 2-17, 2-26
distributed ICM 2-26
Distributor AW 9-11, 11-32
DMZ 3-19, 7-7
DN 1-22
DNP 1-27
documentation
DVD xvii
feedback xvii
obtaining xvi, xx
ordering xvii
Cisco Unified Contact Center Enterprise 7.x SRND
Index
IN-5