Which Cisco Unified Contact Center Express core system software component communicates with
Cisco Agent Desktop for agent state control and call control?
A.
Unified CCX Engine
B.
Database
C.
Monitoring
D.
Recording
E.
RmCm
Explanation:
The Unified CCX Engine enables you to run multiple applications to handle Unified CM Telephony
calls or HTTP requests. The Unified CCX Engine uses the Unified CM Telephony subsystem to request
and receive services from the Computer Telephony Interface (CTI) manager that controls Unified CM
clusters. The Unified CCX Engine is implemented as a service that supports multiple applications. You
can use a web browser to administer the Unified CCX Engine and your Unified CCX applications from
any computer on the network. Unified CCX provides you the following two web interfaces:
Unified CCX Administration web interface: Used to configure system parameters, subsystems, view
real-time reports that include total system activity and application statistics, and so on.
Unified CCX Serviceability web interface: Used to view alarm and trace definitions for Unified CCX
services, start and stop the Unified CCX Engine, monitor Unified CCX Engine activity, and so on.
Cisco UCCX Components and Subsystems
Cisco UCCX consists of four major components and several subcomponents:
■ UCCX Engine: The UCCX Engine processes and executes applications using the
functionality of the following subsystems:
■ Script execution
■ Cisco Agent Desktop (CAD) communication
■ CUCM/CTI manager JTAPI communication
■ UCCX Administration interface
■ Resource Manager and Contact Manager (RMCM) subsystem (responsible for
tracking the state of the agents and contacts active in the system)
■ Database: The UCCX database component consists of four data stores:
■ Agent Data Store (ADS): Composed of statistics, logs, and pointers to recordings
■ Configuration Data Store (CDS): Contains information pertinent to resources
(agents), skills, teams, and queues
■ Historical Data Store (HDS): Contains Contact Call Detail Records (CCDR)
■ Repository Data Store (RDS): Contains prompts, grammar, and documents
■ Monitoring: Monitoring is used for remote monitoring, where a supervisor calls
into a script that allows monitoring of an agent’s call. It can be based on desktopbased
monitoring such as CAD to Cisco Supervisor Desktop (CSD) or Switched Port
Analyzer (SPAN) port monitoring.
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■ Recording: Allows agent calls to be recorded by the supervisor. If desktop monitoring
is being used, CAD sends the RTP streams to the recording component, and
if SPAN port monitoring is employed, the monitoring component sends the RTP
streams to the recording component
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