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?
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
Ok. The first document you qouted is referring to the IVR engine and what it is capable of. With an Enhanced license you have no ability to interact with off-box servers (e.g. ODBC or SOAP calls). The Enhanced license is limited to reading static XML files located on the CCX server itself. When they make reference to "optimal routing decisions" they mean decide where, or at what priority to route a call based on what you found in the database/web service. The downstream consiquence of this is that with an Enhanced license you cannot validate any user input (e.g. account number) so even if you pass it to CAD for a screen pop (more on that in a moment) it may be invalid.
The second document quote is talking about what you can do in CAD with whatever information you got during IVR treatment. The Enhanced license lets you do keystroke macros or launching an external program (including limited passing of variables such as C:\Program Files\Internet Explorer\iexplore.exe ). With a Premium license you can use inter-process communication UDP packets to a loopback address or use the built-in tabbed browser of CAD.
My advise to you is this: Always sell Premium. You almost always regret an Enhanced sale sometime down the road.
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