Cisco Unified Contact Center Express

The Cisco Unified Contact Center Express is a single–server, integrated "contact center in a box" that is designed for the small and medium business segments, enterprise branches or corporate departments requiring a sophisticated customer interaction management solution for up to 300 agents. This solution is easy to deploy, easy to use, secure, virtual, and highly available. Paired with products from the ZOOM QM Suite it provides an affordable but powerful solution for compliance, liability and on–demand recording.

Integration

Integrated with UCC Express, ZOOM CallREC is connected through JTAPI to the Cisco Unified Communications Manager and UCC Express. The call routing script is provisioned with the necessary data sections to enable CallREC integration. Each section of the routing script is handing over routing data to the CallREC call center, enabling CallREC to extend the call data with Agent IDs, Agent Names, Skill Groups and other call center routing data. Voice data is captured on the SPAN/RSPAN ports on the central switches.

Supported Versions