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CCIE Voice v3.0 Quick Reference by Mark Lewis

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Chapter 6. IP Interactive Voice Response/Unified Contact Center Express

Cisco Unified Contact Center Express (UCCX) is a contact center solution that is deployed in an IP telephony environment. It provides Automatic Call Distribution (ACD), Interactive Voice Response (IVR), and Computer Telephony Integration (CTI).

UCCX was previously known as IP Contract Center Express (IPCC Express), and it is worth noting that you may see either name on the exam.

UCCX Functions

This section describes UCCX call flows, components, capabilities, functions, configuration, and troubleshooting.

UCCX Call Flows

UCXX Express is based on the Cisco Customer Response Solutions (CRS) platform, and it uses Cisco CUCM or CUCME for call processing. A complete UCCX solution ...

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