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