Which Cisco Unified Contact Center Express core system software component communicates with Cisco Agent Desktop for agent state control and call control?
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A. B. C. D. E.A.
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.
The software component that communicates with Cisco Agent Desktop for agent state control and call control in Cisco Unified Contact Center Express (Unified CCX) is the Unified CCX Engine.
The Unified CCX Engine is the core system software component of Cisco Unified CCX, responsible for providing contact center functionality such as Automatic Call Distribution (ACD), Interactive Voice Response (IVR), and agent management. It acts as the central hub for all communication between the various system components, including the Agent Desktop application.
The Agent Desktop application is used by contact center agents to handle incoming calls, make outbound calls, manage their availability (state control), and access customer information. The Unified CCX Engine communicates with the Agent Desktop application to send and receive information about the agents' availability and call control, allowing them to effectively manage their workloads.
The Database component is responsible for storing all system configuration data, historical reporting data, and real-time data. It does not communicate directly with the Agent Desktop application.
The Monitoring component is responsible for real-time monitoring and reporting of the contact center performance, including call statistics, agent performance, and system status. It does not communicate directly with the Agent Desktop application.
The Recording component is responsible for recording and storing contact center interactions, but it does not communicate directly with the Agent Desktop application.
The RmCm (Resource Manager and Cisco CallManager) component is responsible for managing the communication between Unified CCX and the Cisco Unified Communications Manager (CUCM) for call control, but it does not communicate directly with the Agent Desktop application.
Therefore, the correct answer to the question is A. Unified CCX Engine.