Contact Center Management

The Cisco Unified Contact Center Express (UCCX) feature in VOSS-4-UC allows administrators to manage Agents and related configuration from a single pane of glass.

In addition to managing these configuration elements directly, the VOSS-4-UC Day 2 features also provide seamless UCCX management.

As a part of Contact Center management, VOSS-4-UC provides the a number of interfaces. The associated Contact Center device models that will also be synced to the Contact Center server (UCCX device) upon a data sync.

  • UCCX Server Management:

  • Day 2 Integration:

    • When a UCCX device has been added to an organization level and Entitlement Profiles have been added that have Contact Center entitlement enabled, subscribers can be configured as Contact Center Agents.

      Further management can be carried out in VOSS-4-UC.

  • Direct Management:

    • Agents
    • Skills
    • Teams
    • Resource Group
    • Contact Service Queues

  • Agent Device association with Unified CM Application users

    Administrators can specify the agent’s controlled device via:

    • Subscriber
    • Direct Agent management

  • A number of interfaces simplify Contact Center management:

    • Agent Profiles
    • Re-skilling: skills and their competency levels can easily be managed in bulk (add, remove) by means of a set of side-by-side transfer boxes that are available for:
      • Agents
      • Teams
      • Resource Groups