Unified CCX

Unified CCX is an IP-based Automated Call Distribution (ACD) system that queues and distributes incoming calls destined for groups of Cisco Unified Communications Manager or Cisco Unified Communications Manager Express users.

You can use Unified CCX applications to route calls to specific agents. You can also integrate Unified CCX with Unified IP IVR to gather caller data and classify incoming calls. Unified CCX includes a web-based real-time and historical reporting system that you can use to monitor system, Contact Service Queue (CSQ), and resource performance. For more information about Unified CCX, see the Cisco Unified Contact Center Express Administration GuideCisco Unified Contact Center Express Administration and Operations Guide and other documentation, found on the web at:

https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-express/products-maintenance-guides-list.html.