Specifications

4-42 Chapter 4: Collaboration
- The list of agents (along with their states) belonging to the selected CSQ
• A list of agents (along with their states) belonging to a selected team
• Color-coded indicators to identify whether a CSQ’s Calls in a Queue or Oldest Call in a Queue fields have
exceeded user-configured thresholds. You can specify/change these threshold values at any time.
For More Information
For more information about the Cisco Mobile Supervisor, visit:
http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/ciscomobile_vds.html
Enables select Nokia dual-mode handsets to operate on Cisco Unified Wireless Networks
(VoWLAN/802.11 b/g) and access advanced features of Cisco Unified Communications Manager and Cisco
Unified Communications Manager Express to reduce cellular costs and improve communications.
Key Features
• Access mid-call features, including call pick-up, group pick-up, call park, shared line appearance and
conferencing
• Extension dialing
• Enterprise voice mail messaging waiting indicator
• Enhance in-building mobility experience with pervasive Cisco Unified Wireless Network coverage
For More Information
For more information about Nokia Call Connect for Cisco, visit: http://www.cisco.com/go/nokia
Cisco Unified Contact Center Enterprise delivers skills-based contact routing, voice self-service, computer
telephony integration (CTI), and multichannel contact management over an IP infrastructure. With multichannel
automatic-call-distributor (ACD) functions combined with IP telephony in a unified solution, companies can
rapidly deploy a distributed contact center infrastructure. Cisco Unified Contact Center Enterprise supports
single and multisite deployments in both all-IP environments and mixed IP and time-division multiplexing (TDM)
environments. It segments customers, monitors resource availability, and delivers each contact to the most
appropriate resource anywhere in the enterprise or at home. The software profiles each customer contact
using related data such as dialed number and calling line ID, caller-entered digits, data submitted on a Web
form, and information obtained from a customer database lookup. This combination of customer and contact
center data is processed through user-defined routing scripts that graphically reflect a company’s business
rules.
Ideal for Companies That Need these Features
Key Features
• Cisco Unified Contact Center Enterprise offers full scalability from less than a hundred to thousands of seats;
it supports multisite contact centers and customer-relationship-management (CRM) integration.
• Carrier-class, distributed fault tolerance helps ensure uninterrupted operation.
• Multichannel interaction is possible, including Web collaboration with chat and callback, e-mail, voicemail,
and fax routing.
• The solution provides continuous-contact call detail records.
• The solution provides common agent and supervisor desktops across all Cisco customer-interaction-
management products.
• Cisco Unified Contact Center Enterprise provides predefined and custom real-time and historical reports;
real-time data is also integrated in the agent and supervisor desktops.
• Support for custom call treatment for calls in queue includes support for music in queue and custom
messaging; a standard screen pop allows any caller-entered information to be forwarded to the agent.
• Cisco Unified Contact Center Enterprise supports agent-supervisor interaction through chat; agent-
supervisor messages are predefined.
• The solution offers enterprise presence integration through Cisco Unified Expert Advisor and Cisco Agent
Desktop to tie in or extend intelligently routed calls to knowledge workers or informal agents.
Nokia Call Connect for Cisco
Cisco Unified Contact Center Enterprise
Cisco Unified Contact
Center Enterprise
• Single contact center solution to support agents located in multiple locations, including formal
contact centers, branch offices, and home agents
• Single contact center solution to support inbound, outbound, e-mail, and Web collaboration
channels
• A fully redundant solution