.. _BAP_UCCX-Feature-Reference:

Contact Center Express
-------------------------

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

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

As a part of Contact Center management, VOSS Automate
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 Automate.

* 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