1. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 1 © 2011 Cisco and/or its affiliates. All rights reserved.

2. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 2 UCM Hunt Group & Native Queuing Contact Center Express CCX Attendant Console CUxAC Customer call is transferred to the next extension in the group until answered Calls held in queue if agent is not available “Lack of consistency required us to introduce a live person.” Customer call is answered by an attendant who directs the call with the help of a desktop GUI “We were losing sales from long hold times and frequent call transfers.” IVR self-service for account status Screen pop and CRM integration for centralized customer info Integrated reports reveal opportunities to improve the customer experience

3. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 Agent-based and self-service applications Agent-based and self-service applications Inbound/Outbound Voice: a contact-center-in-a-box Fully integrated ACD, Reporting, Desktops, CTI & IVR Blended Agent E-Mail, Preview Outbound, Outbound IVR Fully integrated ACD and IVR for inbound and outbound voice Improve customer interaction and create more loyal customers with Cisco Unified Contact Center Express.

4. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 Functionality Packaging Simple to Deploy Two choices for routing algorithms Most skilled agent Most idle agent Additional historical and real time reports Transcript retention and retrieval Ability to allocate/not allocate chat contact while agent is on voice call Configurable “agent no answer” and “chat idle timeout” Entry level integrated Web Chat functionality included with Premium seat Web Chat will require separate server to host SocialMiner Browser based agent and supervisor interface accessible in integrated browser of CAD/CSD Built-in tool to create sample code for customer website form Complete configuration in 5 simple steps Agent E-Mail is included in the Cisco Unified CCX Premium package

5. © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 Embedded Intelligence Center Cisco Unified Intelligence Center (Standard version) embedded with all packages of Unified CCX for Historical reports No Additional cost Option to switch between HRC and CUIC in 9.0 Support all of the existing out-of-the-box HRC reports User management integrated with CCX Cisco Unified Intelligence Center Benefits Customized views, thresholds on reporting data Scheduling enables report and data distribution via email Permalinks enable one-click access to reporting data Audit Trail report to track reporting activity by administrator

6. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 6 © 2011 Cisco and/or its affiliates. All rights reserved.

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10. Cisco Confidential 10 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 10 Cisco Confidential 10 © 2011 Cisco and/or its affiliates. All rights reserved. Post-Install configuration

11. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 Cisco Confidential 11 © 2011 Cisco and/or its affiliates. All rights reserved.

12. Cisco Confidential 12 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 Cisco Confidential 12 © 2011 Cisco and/or its affiliates. All rights reserved.

13. Cisco Confidential 13 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 Cisco Confidential 13 © 2011 Cisco and/or its affiliates. All rights reserved.

14. Cisco Confidential 14 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 Cisco Confidential 14 © 2011 Cisco and/or its affiliates. All rights reserved.

15. Cisco Confidential 15 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 Cisco Confidential 15 © 2011 Cisco and/or its affiliates. All rights reserved.

16. Cisco Confidential 16 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16 Cisco Confidential 16 © 2011 Cisco and/or its affiliates. All rights reserved.

17. Cisco Confidential 17 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 Cisco Confidential 17 © 2011 Cisco and/or its affiliates. All rights reserved.

18. Cisco Confidential 18 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 Cisco Confidential 18 © 2011 Cisco and/or its affiliates. All rights reserved.

19. Cisco Confidential 19 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 Cisco Confidential 19 © 2011 Cisco and/or its affiliates. All rights reserved.

20. Cisco Confidential 20 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 20 Cisco Confidential 20 © 2011 Cisco and/or its affiliates. All rights reserved. Log on 10.1.1.7 as : uccxadmin /C1sc0123

21. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 21 Cisco Confidential 21 © 2011 Cisco and/or its affiliates. All rights reserved. Auto Attendant Application Provisioning CTI ports on CUCM

22. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 22 Cisco Confidential 22 © 2011 Cisco and/or its affiliates. All rights reserved. Create AA application

23. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 23 Cisco Confidential 23 © 2011 Cisco and/or its affiliates. All rights reserved. Create Trigger : 1900

24. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 24 Cisco Confidential 24 © 2011 Cisco and/or its affiliates. All rights reserved.

25. Cisco Confidential 25 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 25 Cisco Confidential 25 © 2011 Cisco and/or its affiliates. All rights reserved. Create UCCX Application For becoming Agent, need IPCC extension for CUCM’s user

26. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 26 Cisco Confidential 26 © 2011 Cisco and/or its affiliates. All rights reserved.

27. Cisco Confidential 27 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 27 Cisco Confidential 27 © 2011 Cisco and/or its affiliates. All rights reserved. Add Contact service queue

28. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 28 Cisco Confidential 28 © 2011 Cisco and/or its affiliates. All rights reserved.

29. Cisco Confidential 29 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 29 Cisco Confidential 29 © 2011 Cisco and/or its affiliates. All rights reserved. Create UCCX application

30. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 30 Cisco Confidential 30 © 2011 Cisco and/or its affiliates. All rights reserved. Add trigger 1910 associate with new script

31. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 31 Cisco Confidential 31 © 2011 Cisco and/or its affiliates. All rights reserved.

32. Cisco Confidential 32 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 32 Cisco Confidential 32 © 2011 Cisco and/or its affiliates. All rights reserved. UCCX Editor installation

33. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 33 Cisco Confidential 33 © 2011 Cisco and/or its affiliates. All rights reserved. UCCX editor

34. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 34 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 34 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 34 Cisco Confidential 34 © 2011 Cisco and/or its affiliates. All rights reserved. Personalize icd.aef

35. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 35 Cisco Confidential 35 © 2011 Cisco and/or its affiliates. All rights reserved.

36. Cisco Confidential 36 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 36 Cisco Confidential 36 © 2011 Cisco and/or its affiliates. All rights reserved. Supervisor and agent desktop installation

37. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 37 Cisco Confidential 37 © 2011 Cisco and/or its affiliates. All rights reserved. CUCM > User management > Application User > find Associate RMJTAPI with IP phones

38. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 38 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 38 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 38 Cisco Confidential 38 © 2011 Cisco and/or its affiliates. All rights reserved.

39. Cisco Confidential 39 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 39 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 39 Cisco Confidential 39 © 2011 Cisco and/or its affiliates. All rights reserved. Agent status : reserved (phone ringing)

40. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 40 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 40 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 40 Cisco Confidential 40 © 2011 Cisco and/or its affiliates. All rights reserved. To define a supervisor

41. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 41 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 41 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 41 Cisco Confidential 41 © 2011 Cisco and/or its affiliates. All rights reserved. Define member in a team to be supervised

42. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 42 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 42 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 42 Cisco Confidential 42 © 2011 Cisco and/or its affiliates. All rights reserved.

43. Cisco Confidential 43 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 43 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 43 Cisco Confidential 43 © 2011 Cisco and/or its affiliates. All rights reserved. Supervisor : jdoe

44. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 44 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 44 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 44 Cisco Confidential 44 © 2011 Cisco and/or its affiliates. All rights reserved.

45. Cisco Confidential 45 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 45 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 45 Cisco Confidential 45 © 2011 Cisco and/or its affiliates. All rights reserved. Reporting using Cisco Unified Intelligence Center (CUIC)

46. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 46 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 46 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 46 Cisco Confidential 46 © 2011 Cisco and/or its affiliates. All rights reserved. Choose CUIC in reporting

47. © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 47 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 47 © 2011 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 47 Cisco Confidential 47 © 2011 Cisco and/or its affiliates. All rights reserved.

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