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Historical reports can be generated using the Historical Reporting Client (HRC) and the Cisco Unified Intelligence Center (CUIC). The HRC is a standalone application that allows supervisors and administrators to view and print reports on historical data from the Unified CCX server. The CUIC is a web-based reporting application that provides real-time and historical reports for Unified CCX. Both tools allow users to create, schedule, and export reports on various aspects of the Unified CCX system, such as agent performance, call statistics, and system health. References:

• Cisco Unified Contact Center Express Reporting Guide, Release 11.6(2), Chapter: Historical Reports
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 3: Cisco Unified CCX Reporting, Lesson 1: Cisco Unified CCX Reporting Overview

 The DB Read step executes a SQL query on a database and returns the result in a ResultSet variable. The step has four output branches: Successful, No Data, Timeout, and SQL Error. The Successful branch is taken when the query returns one or more rows. The No Data branch is taken when the query returns zero rows. The Timeout branch is taken when the query execution time exceeds the timeout value specified in the step. The SQL Error branch is taken when the query is invalid or the database connection fails. References: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 11.6(2), page 4-8.

The Cisco Unified Communications Sizing Tool is a web-based tool that helps system engineers to size Cisco Unified Communications solutions, including Cisco Unified CCX. The tool can validate various parameters and requirements for a Cisco Unified CCX deployment configuration, such as the number of agents, supervisors, IVR ports, outbound ports, chat sessions, email sessions, and reporting users. However, the tool cannot validate the following options:

• The number of silent-monitoring and remote-monitoring sessions. Silent monitoring and remote monitoring are features that allow supervisors to listen to the agent’s calls without being heard by the agent or the caller. The tool does not support sizing for these features,as they depend on the network bandwidth and the codec used for the calls. The tool only provides a formula to estimate the bandwidth requirement for silent monitoring and remote monitoring, based on the number of sessions, the codec, and the packet size. The formula is: Bandwidth (kbps) = Number of sessions x Codec bit rate x (1 + Network overhead). For example, if there are 10 silent-monitoring sessions using G.711 codec with a bit rate of 64 kbps and a network overhead of 20%, the bandwidth requirement is: Bandwidth (kbps) = 10 x 64 x (1 + 0.2) = 768 kbps1.
• The number of historical reporting sessions. Historical reporting is a feature that allows users to generate reports on the historical data of the Cisco Unified CCX system, such as agent performance, call statistics, and queue summary. The tool does not support sizing for this feature, as it depends on the number of reporting users, the frequency and complexity of the reports, and the database size. The tool only provides some guidelines and best practices for historical reporting, such as limiting the number of concurrent reporting users to 10, scheduling the reports during off-peak hours, and purging the historical data regularly2.
• The number of ASR and TTS ports. ASR (Automatic Speech Recognition) and TTS (Text-To-Speech) are features that enable voice interaction between the callers and the IVR system, using speech recognition and synthesis technologies. The tool does not support sizing for these features, as they are provided by third-party vendors, such as Nuance or LumenVox. The tool only provides some recommendations and considerations for ASR and TTS integration, such as using MRCPv2 protocol, allocating enough CPU and memory resources, and configuring the network QoS policies3.

References: Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.2: Silent Monitoring and Remote Monitoring, Page 321 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.4: Historical Reporting, Page 342 Cisco Unified Contact Center Express Design Guide, Release 8.0(1), Chapter 3: Unified CCX Architecture and Capacity Planning, Section 3.2.5: ASR and TTS Integration, Page 353

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 deploy a Cisco Unified CCX application, the following tasks are required:

• Create a trigger: A trigger is a phone number or a URI that is associated with an application and invokes a script when it is dialed or requested. A trigger defines the type of communication (voice or HTTP), the maximum number of sessions, and the script to be executed. To create a trigger, use the Cisco Unified CCX Administration web interface and navigate to Applications > Trigger Management. For more information on how to create a trigger, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Application Configuration, Section: Trigger Management.
• Upload script to repository: A script is a set of instructions that defines the call flow and logic of an application. A script is created using the Cisco Unified CCX Editor, which is a graphical tool that allows users to drag and drop steps, variables, and expressions. To upload a script to the repository, use the Cisco Unified CCX Editor and select File > Save Script As. For more information on how to upload a script, see the Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1), Chapter: Saving and Uploading Scripts, Section: Saving and Uploading Scripts.
• Specify the maximum number of sessions: The maximum number of sessions defines how many concurrent calls or requests an application can handle. The maximum number of sessions is configured at the trigger level and depends on the license type and the available system resources. To specify the maximum number of sessions, use the Cisco Unified CCX Administration web interface and navigate to Applications > Trigger Management. For more information on how to specify the maximum number of sessions, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX Application Configuration, Section: Trigger Management.

The following tasks are not required to deploy a Cisco Unified CCX application:

• Restart the Cisco Unified CCX Engine: The Cisco Unified CCX Engine is a service that runs on the Unified CCX server and executes the scripts associated with the applications. The Cisco Unified CCX Engine does not need to be restarted after deploying an application, unless there is a change in the system configuration or a problem with the service. To restart the Cisco Unified CCX Engine, use the Cisco Unified CCX Serviceability web interface and navigate to Tools > Control Center - Network Services. For more information on how to restart the Cisco Unified CCX Engine, see the Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1), Chapter: Unified CCX Serviceability, Section: Control Center - Network Services.
• Configure default session timeout: The default session timeout defines how long an idle session can remain active before it is terminated by the system. The default session timeout is configured at the system level and applies to all applications. The default session timeout does not need to be configured for each application, unless there is a specific requirement to override the system value. To configure the default session timeout, use the Cisco Unified CCX Administration web interface and navigate to System > System Parameters. For more information on how to configure the default session timeout, see the Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1), Chapter: Unified CCX System Configuration, Section: System Parameters. References:
• Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.5 (1)
• Cisco Unified Contact Center Express Editor Step Reference, Release 12.5 (1)
• Cisco Unified Contact Center Express Serviceability Administration Guide, Release 12.5 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5

he gateway is the option that can perform Call Progress Analysis (CPA) in outbound IVR. CPA is a DSP algorithm that analyzes the RTP voice stream to look for special information tones (SIT), fax or modem tones, human speech, and answering machine tones. CPA also passes the voice information to Cisco IOS or CUBE. CPA is initiated on receiving a new SIP INVITE with x-cisco-cpa content. The gateway detects non-live contact with its CPA capabilities and sends the status of the non-live contact to the dialer. The dialer then decides whether to redirect the call to UCCX or terminate the call based on the CPA event. References: Cisco Unified Border Element Configuration Guide - Cisco IOS XE 17.6 Onwards - Call Progress Analysis, IVR-Based Outbound Dialer Troubleshooting

The maximum number of concurrent agent web chat sessions that are supported on the highest class server is 50. This means that each agent can handle up to 50 simultaneous web chat contacts on a server that meets the highest specifications for Cisco Unified Contact Center Express (UCCX). The highest class server for UCCX is the Cisco Unified Computing System (UCS) C240 M5, which supports up to 400 agents and 400 IVR ports1.

The other options are not correct because:

• A. 75 is not the maximum number of concurrent agent web chat sessions that are supported on the highest class server. 75 is the maximum number of concurrent agent web chat sessions that are supported on the second highest class server, which is the Cisco UCS C220 M5. This server supports up to 300 agents and 300 IVR ports1.
• B. 25 is not the maximum number of concurrent agent web chat sessions that are supported on the highest class server. 25 is the maximum number of concurrent agent web chat sessions that are supported on the third highest class server, which is the Cisco UCS C220 M4. This server supports up to 200 agents and 200 IVR ports1.
• D. 120 is not the maximum number of concurrent agent web chat sessions that are supported on the highest class server. 120 is the maximum number of concurrent agent web chat sessions that are supported on the entire UCCX system, regardless of the server class. This means that the total number of web chat contacts across all agents cannot exceed 1202.

References: 1: Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5(1) - Unified CCX Deployment Models [Cisco Unified Contact Center Express] - Cisco 2: Cisco Unified Contact Center Express Features Guide, Release 12.5(1) - Web Chat [Cisco Unified Contact Center Express] - Cisco

CSQs are associated to the team definition to designate which CSQ information to display on the supervisor desktop. The supervisor desktop allows the supervisor to monitor and manage the agents and the CSQs that are assigned to the team. The supervisor can view the real-time statistics, historical reports, and chat transcripts of the CSQs that are associated to the team. The supervisor can also change the skill competency level of the agents for the CSQs that are associated to the team1, page 2-3, 2, page 2-5, 3, page 2-6. References: Cisco Unified Contact Center Express Features Guide, Release 12.5 (1), Cisco Finesse Supervisor Desktop User Guide for Cisco Unified Contact Center Express, Release 12.5 (1), Cisco Unified Contact Center Express Administration and Operations Guide, Release 12.0 (1)

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

To convert a high availability over LAN deployment to high availability over WAN, you need to reinstall the second Cisco Unified CCX node and add it to the cluster over WAN. This is because the high availability over WAN deployment requires a different network configuration and a different license than the high availability over LAN deployment12

The high availability over WAN deployment allows you to have two Cisco Unified CCX nodes in different geographical locations, connected by a WAN link with a minimum bandwidth of 1.544 Mbps and a maximum round-trip delay of 80 ms. The high availability over WAN deployment provides disaster recovery and business continuity in case of a site failure12

The high availability over WAN deployment requires a “WAN Standby” license, which is different from the “Warm Standby” license used for the high availability over LAN deployment. The “WAN Standby” license enables the second Cisco Unified CCX node to operate in a partial service mode, which means that it can accept and process calls, but it cannot access the historical data or the configuration data from the primary node. The “Warm Standby” license enables the second Cisco Unified CCX node to operate in a full service mode, which means that it can access all the data and functions of the primary node12

To convert a high availability over LAN deployment to high availability over WAN, you need to follow these steps:

• Backup the configuration and the historical data from the primary Cisco Unified CCX node2
• Uninstall the second Cisco Unified CCX node from the cluster2
• Reinstall the second Cisco Unified CCX node with the same software version and patch level as the primary node, but with a different IP address and hostname2
• Apply the “WAN Standby” license to the second Cisco Unified CCX node2
• Add the second Cisco Unified CCX node to the cluster over WAN by using the Cisco Unified CCX Administration web interface on the primary node2
• Restore the configuration and the historical data to the second Cisco Unified CCX node2
• Verify the high availability status and the data synchronization between the two nodes2

References: 1: Cisco Unified Contact Center Express Design Guide, Release 10.0(1) - High Availability [Cisco Unified Contact Center Express] - Cisco 1 2: Cisco Unified Contact Center Express Installation and Upgrade Guide, Release 10.0(1) - High Availability [Cisco Unified Contact Center Express] - Cisco