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Release Note

ManualsBrandsCisco ManualsCollaboration EndpointsCisco Unified IP Interactive Voice Response (IVR) 10.0(1)
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GL-5
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Glossary
inbound and outbound communications, the ability to attach larger files from the agent desktop is
supported, and powerful content-parsing capabilities in the product enable auto-suggestions from the
knowledge base.
Cisco Unified Intelligent Contact Management Enterprise (Unified ICME)
The Unified CCE component that is responsible for making routing decisions and performing ACD
functions. In Cisco Unified CCX with the IPCC Gateway PG, Unified CCX can be integrated as an ACD
with Unified ICME software.
Cisco Unified Intelligent Contact Management Enterprise (Unified ICME) subsystem
A subsystem of the Unified IP IVR system that allows that system to interact with Unified ICME.
Unified ICME provides a central control system that directs calls to various human and automated
systems, such as Voice Response Units (VRUs) and ACDs.
Cisco Unified Outbound Preview Dialer (Outbound)
Allows agents who are not busy with inbound calls to handle outbound calls, thereby maintaining high
level of agent productivity. The Outbound provides the ability to create and schedule Outbound
campaigns for Unified CCX. The Contacts to Dial are kept in the Cisco Unified CCX Database. A
campaign selects agents from CSQs assigned to it.
Cisco Unified Web Interaction Manager (Unified WIM)
Unified WIM ensures that your online customers are connected easily and seamlessly to the right agent
every time. It also provides powerful file-sharing capabilities which allows agents to easily share files
residing on their desktop. Advanced co-browsing capabilities allow agents and the customers to fill out
forms together, field by field, even highlighting specific areas of a form or Web page for additional
clarity.
Configuration Datastore Server (CDS)
The Cisco Unified CCX Configuration Datastore Server (CDS) manages and shares configuration,
component, and application information within the Cisco Unified CCX cluster and communicates with
Unified CM.
Cisco Discovery Protocol
See CDP.