Release Note

Glossary
GL-4
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Cisco Unified CCX Engine
Execution vehicle for Cisco Unified CCX scripts. The Cisco Unified CCX Engine can run multiple
scripts simultaneously. On startup, the Cisco Unified CCX Engine loads all scripts and configuration
information from the Cisco Unified CCX configuration datastore server. Individual scripts can be
updated in real time and manually pushed to the Cisco Unified CCX Engine without restarting the
engine. Scripts that are running when a download occurs will not be affected by updates; they will run
to completion with the pre-update logic. One Unified CM can support multiple Cisco Unified CCX
engines, but the Cisco Unified CCX engines bind to only one Unified CM.
One Unified CM supports many Cisco Unified CCX Clusters (and not just one engine) and one Cisco
Unified CCX cluster, which may contain up to 2 Cisco Unified CCX Engines, binds to one Unified CM.
Cisco Unified Contact Center Enterprise (Unified CCE)
Unified CCE can also handle traditional ACD calls and functions as a virtual ACD. Capabilities of
Unified CCE include intelligent multichannel contact routing, ACD functionality, network-to-desktop
CTI, IVR integration, call queuing, and consolidated reporting.
Cisco Unified Contact Center Express (Unified CCX)
Unified CCX is an application that uses the Cisco Unified CCX platform to provide a multimedia (voice,
data, and web) IP-enabled customer-care environment to enhance the efficiency of contact center.
Unified CCX is available in Unified CCX Standard, Unified CCX Enhanced, and Unified CCX Premium
packages.
Cisco Unified Contact Center Express (Unified CCX) Call Monitoring Server
Dedicated server that provides for call monitoring.
Cisco Unified Contact Center Express (Unified CCX) Call Statistics, Recording, and Monitoring Server
Dedicated server that maintains Unified CCX call statistics and that provides for recording and call
monitoring for Unified CCX Enhanced.
Cisco Unified E-Mail Interaction Manager (Unified EIM)
Unified EIM increases agent productivity through a powerful, visual workflow designer that helps create
the e-mail handling process. Using the required service level agreement (SLA) triggers, you can
automate email routing and monitoring. This e-mail collaboration provides full HTML support for both