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Cisco Unified Contact Center Enterprise Solution Reference ...

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Index<br />

IP Telephony<br />

combined with <strong>Unified</strong> CCE 1-25<br />

extensions<br />

IVR<br />

1-25<br />

call treatment 2-17, 2-29<br />

inputs to Capacity Tool 10-4<br />

integration 2-42<br />

ports 8-11<br />

queuing of calls 2-17, 2-29<br />

scripts 9-13<br />

see also IP IVR<br />

self-service applications 9-14<br />

sizing servers 9-10<br />

IVR campaigns, call flow 5-5<br />

J<br />

Java CIL API 4-14<br />

JTAPI 1-15<br />

JTAPI monitored devices 10-5<br />

K<br />

keep-alive message 11-5<br />

L<br />

labels 1-21<br />

latency requirements 11-8, 11-10, 11-11, 11-12<br />

Layer-3 devices 4-26<br />

layers for security 7-3<br />

LCC 9-16<br />

level of service 8-3<br />

load balancing 10-10<br />

Logger 1-7, 3-37, 3-50, 9-7<br />

logical call center (LCC) 9-16<br />

login 1-22<br />

IN-8<br />

<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />

M<br />

managed mode 7-17<br />

manually entering the number of agents 8-9<br />

MAPECC 11-21<br />

MAPVAR<br />

marking<br />

11-20, 11-21<br />

policy 11-13<br />

traffic<br />

media<br />

11-10, 11-11, 11-12<br />

Blender 1-18, 9-8, 9-9<br />

encryption 7-21<br />

Media Routing (MR) 1-17<br />

Media Routing (MR) Peripheral Gateway (PG) 3-16, 9-8<br />

media termination point (MTP) 11-6<br />

message flows 1-5, 4-22<br />

Microsoft Internet Information Service (IIS) 1-19<br />

Microsoft Terminal Services (MTS) 4-17<br />

mix of CAD and CTI OS agents<br />

Mobile Agent<br />

4-25<br />

Agent Desktop 6-8<br />

architecture 6-1<br />

call admission control 6-5<br />

call scenarios 6-5<br />

codecs 6-7<br />

connection modes 6-3<br />

CTI OS 6-10<br />

customer relationship management (CRM) 6-11<br />

described 4-5, 6-1<br />

dial plan 6-6<br />

endpoints supported 6-4<br />

fault tolerance 6-12<br />

interfaces 6-8<br />

locations 6-5<br />

music on hold 6-6<br />

outbound dialer 5-11, 6-12<br />

silent monitoring 6-10<br />

sizing 6-13, 10-11<br />

models for deployments 2-1<br />

OL-8669-05

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