500-440 – Designing Cisco Unified Contact Center Enterprise (UCCED)

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  An additional voice gateway is required for Silent Monitoring.

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  They extend and connect.

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  They perform call control features (example: Hold/Conference/Transfer) only from the agent desktop.

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  They are limited only to PSTN phones and mobile phone; IP phones are not supported.

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  They are required for video endpoints.
  
  

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  For reporting purposes, the Post Call Survey call has the same CallGUID and call context as the original inbound call.

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  For reporting purposes, the Post Call Survey call has the ICM Router Key and call context from the original inbound call.

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  The call context for the Post Call Survey includes all contexts up to the point where the call is transferred to the agent. Context that the agent creates after the transfer is not included in the Post Call Survey context.

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  This feature lets you configure a call flow that, after the caller disconnects from the agent, optionally sends the call to a dialed number configured for a Post Call Survey.

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  If you want to use the Post Call Survey feature through Unified CVP, you must configure it on the reporting server. Also, you can configure the Unified ICM script to toggle the use of Post Call Survey off and on.

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  If you want to use the Post Call Survey feature through Unified CVP, you must configure it on the call server. Also, you can configure the Unified ICM script to toggle the use of Post Call Survey off and on.
  
  

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  Cisco Unified CVP Call Studio

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  Cisco Unified CVP VXML Server

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  Cisco Unified CVP reporting server

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  load balancer

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  ingress voice gateway

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  egress voice gateway

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  VRU peripheral gateway