Datasheet

Cisco Preferred Architecture for
Midmarket Collaboration PAGE 34
Applications
For contact center deployments, use Cisco Finesse as the agent and supervisor desktop. Cisco Finesse is a browser-
based application implemented through a Web 2.0 interface with no client-side installation required, and it is highly
customizable. In addition, Cisco Finesse supports E.164, which adheres to the dial plan design recommendations
discussed in the Dial Plan section.
Benefits
This deployment provides the following benefits:
•
Recorded greetings and customized prompts provide sophisticated call handling.
•
Unified CCX supports external customer interaction.
•
Unified CCX facilitates internal company communication for activities such as help desk.
Deployment Best Practices
As with the other components in the Cisco PA for Midmarket Collaboration, Unified CCX should be deployed with high
availability that includes active and standby nodes. Unified CCX downloads the end-user information from Unified CM that
is synchronized with the organization’s LDAP directory. This minimal configuration enables external callers to dial a single
number into the organization and then use simple dial-by-name or dial-by-extension functionality without the need for
telephone operators to connect external calls. Depending on the organization’s structure and business model, Unified
CCX could also be used for the following additional workflow configurations:
•
Sales
•
Customer support
•
Internal IT helpdesk
•
Human resources
These automated, call-directed workflows provide value to the organization by quickly and easily connecting a person with
a need to the appropriate resource within the organization for assistance.
For information about Cisco Unified Contact Center Express, see the data sheet.
Cisco TelePresence Management Suite and Extensions
Cisco TelePresence Management Suite (TMS) runs on a Windows Server instance, and it provides the scheduling and
call initiation functions for the organization. Users are imported from Active Directory, and the permissions model allows
for access control to various components and configured systems. User features such as directories and One Button to
Push (OBTP) are also provided to controlled endpoints by the TMS application. TMS utilizes a Microsoft SQL database for
all information about users, devices, and scheduled conferences. In addition to the core TMS application, the following
two additional applications provide supplemental features and services to enhance the overall video communications
experience.
Cisco TelePresence Management Suite Provisioning Extension (TMSPE)
TMSPE provides the functionality to create collaboration meeting rooms (CMRs) for users according to the permissions
and feature limits defined by the administrator. In addition to the CMR functionality, TMSPE also engages other
scheduling options, besides the administrator booking page, within the TMS application. One of these options includes the
ability to schedule WebEx Enabled TelePresence, bringing WebEx functionality and scale to meetings.