Cisco Unified Contact Center Enterprise Solution Reference ...

Peripheral Gateway (PG) 9-15
Peripheral Interface Manager (PIM) 9-15
ports 8-14
PSTN trunks 8-6, 8-14
trunks 8-16
Unified CCE components and servers 9-1, 9-7
wrap-up time example 8-15
skill groups 1-22, 9-12, 9-13
Skinny Client Control Protocol (SCCP) 2-12
SLG 8-9
SMC 4-7
softphone 1-10
Software Development Kit (SDK) 4-12
software versions xv, xvi
SPAN 9-16
staffing considerations 8-18
standalone mode 7-17
state control 1-22
Supervisor Desktop
bandwidth requirements 11-21
bandwidth usage 11-30
described 4-11
prepackaged CRM integrations 4-5
types of 4-5
supervisors 9-13
supported server platforms 10-7
support for technical issues xix
support tools node agent 7-8
Switched Port Analyzer (SPAN) 9-16
switching 1-3
system performance monitoring 9-17
System Unified CCE 1-19, 2-3
T
TAC xviii
Takeback N Transfer (TNT) 1-32
talk time 8-2
target devices 1-20
OL-8669-05
task automation 4-6
Task Event Services (TES) 3-16
TCP 11-5
TCP/IP ports 7-7
TDM 1-4
teams 9-13
technical assistance xviii
Technical Assistance Center (TAC) xviii
terminology 8-1
TES 3-16
third-party applications 7-18
throttling dialers 5-9
time-division multiplexing (TDM) 1-4
timeline for calls 8-4
time on a call 8-2
TNT 1-32
tolerance 3-48, 8-9
tolerance time for abandoned calls 8-11
tools for designing an Unified CCE solution
topology
8-5
best practices 7-8
port blocking
traffic
7-8
classification 11-13
flow 11-7, 11-22
in a bust hour 8-2
marking 11-10, 11-11, 11-12
marking policy 11-13
prioritization 11-4
queuing policy 11-13
types of 11-2
where to mark 11-9
transfer connect
transfers
1-32
conference calls 1-31
described 1-26
inputs to Capacity Tool 10-4
multi-site deployments with centralized call
processing 2-13, 2-17
Cisco Unified Contact Center Enterprise 7.x SRND
Index
IN-13