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A supervisor who does not have administrative privilege can perform the following Cisco Unified Contact Center Express Application Administration tasks:

Remove a skill from a CSQ: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A Contact Service Queue (CSQ) is a logical grouping of agents based on their skills. A supervisor can remove a skill from a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to remove a skill from a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.

Enable automatic work on a CSQ: Automatic work is a feature that allows agents to automatically enter the work state after they finish a call or chat. This prevents the agents from receiving new contacts until they are ready. A supervisor can enable automatic work on a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to enable automatic work on a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.

Modify the skill competence level of an agent: The skill competence level is a numerical rating that indicates the proficiency of an agent in a certain skill. The skill competence level can range from 1 (lowest) to 10 (highest). A supervisor can modify the skill competence level of an agent by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to modify the skill competence level of an agent, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.

The following tasks cannot be performed by a supervisor who does not have administrative privilege:

Delete a resource group: A resource group is a collection of agents who share common characteristics, such as location, function, or availability. A resource group can be used to organize agents for reporting and administration purposes. Only an administrator can delete a resource group by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resource Groups. For more information on how to delete a resource group, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resource Groups.

Create a resource: A resource is an entity that can handle customer contacts, such as an agent, a supervisor, or an IVR port. A resource can be associated with one or more resource groups, teams, and skills. Only an administrator can create a resource by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to create a resource, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.

Delete a skill: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A skill can be assigned to one or more agents and CSQs. Only an administrator can delete a skill by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Skills. For more information on how to delete a skill, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Skills. References:

Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1)

[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5

 Relative filters are used to generate historical reports for a predefined time period, such as today, yesterday, this week, last week, this month, last month, year to date, or last year. They allow users to select the date range and time range options for the report data. Relative filters are not applicable for real-time or live data reports, which use key criteria and field filters instead. Relative filters are also not used for filtering spam emails or reporting on port usage, which are not related to the report generation process. References:

Cisco Unified Contact Center Express Report User Guide, Release 11.6 (1), Chapter: Report Filters, Section: Filter Types, Subsection: Date & Time

[Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 3: Cisco Unified CCX Reporting, Lesson 2: Cisco Unified CCX Historical Reports, Topic: Historical Reports Filters

The CallSubflow step and the Trigger Application step are two Cisco Unified CCX steps that can invoke another Cisco Unified CCX application script. The CallSubflow step allows a script to call another script as a subflow, which can return values to the calling script. The Trigger Application step allows a script to trigger another application by using one of its associated triggers, which can be either a Unified CM Telephony trigger or an HTTP trigger. Both steps can be used to modularize the script logic and reuse existing scripts. References: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.0(1) - Call Subflow Step 1 and Trigger Application Step 2

 Cisco Unified Contact Center Express does not support an embedded Internet browser within the Cisco Agent Desktop. The Cisco Agent Desktop is a legacy desktop application that provides call control and agent state management for Unified CCX agents. The Cisco Agent Desktop does not have an embedded Internet browser, but it can launch an external browser to display web pages or applications. However, the Cisco Agent Desktop is deprecated and replaced by the Cisco Finesse desktop, which is a web-based agent and supervisor desktop that supports an embedded Internet browser. The CiscoFinesse desktop is available for all Unified CCX platform sets, including Standard, Enhanced, and Premium. For more information on the differences between the Cisco Agent Desktop and the Cisco Finesse desktop, see the Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1), Chapter: Cisco Unified CCX Desktop Options, Section: Cisco Agent Desktop and Cisco Finesse Desktop Comparison. References:

Cisco Unified Contact Center Express Solution Reference Network Design, Release 12.5 (1)

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According to the Cisco Unified Contact Center Express Design Guide, Release 8.0(1), the maximum number of CTI ports that can be supported by a Cisco Unified Contact Center Express 8.0 Standard deployment is 300. This is the same as the maximum number of IVR ports that can be supported by the Standard deployment. The CTI ports are used to route calls to agents or to play prompts and collect caller input. The number of CTI ports depends on the number of concurrent calls that the system needs to handle and the call flow design. The Standard deployment supports up to 150 agents and 300 IVR ports or CTI ports. References := Cisco Unified Contact Center Express Design Guide, Release 8.0(1), page 2-7.

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

This statement is false because a subflow cannot access all variables in the calling script, unless they are passed as input parameters or global variables. A subflow has its own local variables that are not visible to the calling script. A subflow can only access the variables that are mapped to its input parameters or declared as global variables1.

The other statements are true because:

B. When the Call Subflow step executes, you can transfer values of variables from the calling flow to the subflow. This statement is true because you can use the Input Mappingstab of the Call Subflow step to map the variables from the calling flow to the input parameters of the subflow. This allows you to pass data to the subflow and initialize its variables2.

C. After the Call Subflow step executes, you can transfer values of variables from the subflow to the calling flow. This statement is true because you can use the Output Mappings tab of the Call Subflow step to map the variables from the subflow to the variables of the calling flow. This allows you to return data from the subflow and update the variables of the calling flow3.

D. The same subflow can be invoked from different scripts. This statement is true because a subflow is an independent script that can be reused in other scripts. You can call the same subflow from different scripts using the Call Subflow step and specify the subflow name and location4.

References: 1: Troubleshoot the Subflow - CRS Script - Cisco 2: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco 3: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco 4: Cisco Unified Contact Center Express Editor Step Reference Guide, Release 12.5(1) - Chapter 1: General Steps [Cisco Unified Contact Center Express] - Cisco