Cisco Specialist 500-052 Book

 Control Center on Cisco Unified Contact Center Express Serviceability Comprehensive and Detailed Explanation: The Control Center on Cisco Unified Contact Center Express Serviceability is a web-based interface that allows you to start, stop, and restart Cisco Unified CCX services. You can also view the status of each service and the server on which it is running. The Control Center is accessible from the Navigation drop-down list on the Cisco Unified CCX Serviceability page. You can select either Network Services or Feature Services to manage the corresponding services. References: Cisco Unified Contact Center Express Operations Guide, Release 11.5 (1) - Cisco Unified CCX Serviceability1, Serviceability Tools1

To develop a custom Cisco Unified Intelligence Center report for a Cisco Unified CCX deployment, you need the Cisco Unified Intelligence Center Premium package. This package allows you to create custom reports using the Report Definition tool, which provides access to all the data sources, fields, filters, drilldowns, and formatting options. The Cisco Unified Intelligence Center Standard package only allows you to run predefined reports and make limited modifications, such as changing the layout, adding filters, and scheduling. The Cisco Unified CCX Premium and Enhanced packages do not affect the Cisco Unified Intelligence Center reporting capabilities, as they are related to the Unified CCX features and licenses. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 3: Operate a Cisco Unified Contact Center Express System - Lesson 1: Cisco Unified Intelligence Center Reports - Topic: Cisco Unified Intelligence Center Overview

To send an HTTP message, you should use the following Cisco Unified CCX steps:

• Send HTTP Response: This step allows the script to send an HTTP response to the client that initiated the HTTP request. The step specifies the HTTP status code, the content type, and the body of the response. The step can also set or delete cookies in the response. For more information on how to use the Send HTTP Response step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Send HTTP Response Step.
• Create URL Document: This step allows the script to create a URL document that contains the URL of a web page or application. The step specifies the URL, the method (GET or POST), and the parameters to be sent with the request. The step can also set or delete cookies in the request. The URL document can be used as an input for other steps, such as Write Document or Place Call. For more information on how to use the Create URL Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Create URL Document Step.

The following steps cannot be used to send an HTTP message:

• Write Document: This step allows the script to write a document to a file or a stream. The step specifies the document, the destination, and the encoding. The document can be any type of document, such as XML, plain text, or URL. The destination can be a local file, a remote file, or a media stream. The step can be used to write a URL document to a file or a stream, but it cannot send an HTTP message by itself. For more information on how to use the Write Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Write Document Step.
• Place Call: This step allows the script to place a call to a destination. The step specifies the calling address, the called address, the media termination, and the timeout. The calling address and the called address can be phone numbers, SIP URIs, or URL documents. The media termination can be a contact, a prompt, or a document. The step can be used to place a call to a URL document, but it cannot send an HTTP message by itself. For more information on how to use the Place Call step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Place Call Step.
• Cache Document: This step allows the script to cache a document in the memory of the Unified CCX server. The step specifies the document and the cache key. The document can be any type of document, such as XML, plain text, or URL. The cache key is a unique identifier for the document in the cache. The step can be used to cache a URL document, but it cannot send an HTTP message by itself. For more information on how to use the Cache Document step, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Steps, Section: Cache Document Step. References:
• Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 2: Cisco Unified CCX Scripting, Lesson 3: Cisco Unified CCX Scripting Steps, Topic: HTTP Contact Steps

 The number of premium seats required for a Cisco Unified Contact Center Express system is based on the maximum number of logged in agents plus the number of IVR and email ports needed. In this case, the maximum number of logged in agents is 150, the number of IVR ports needed for outbound calls is 30, and the number of email ports needed for email agents is 20. Therefore, the total number of premium seats required is 150 + 30 + 20 = 180 seats. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages1