Announcements & Business CalendarsCisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE)

Change announcements dynamically in call scripts. Add business, exceptional hours and/or public holidays without requiring technical expertise.

Non-techy supervisors can change script prompts without the involvement of IT team. In the presence of multiple tenants, each tenant manager can manage calendars of its own tenant or site.

Business Calendars

Business calendars allow administrators to add or change opening/closing hours of the contact center, public holidays and exceptional hours. Create several different shift timings with shift schedules. For instance, different shift openings for winter and summer seasons.

For a multi-tenant organization having spread over multiple sites, managers can define different calendars for different sites, each having its own opening, closing hours, incidents and public holidays.

Easy Announcements

An easy announcement is one or multiple CCX/E prompts to be played to the caller on the IVR. Supervisors can add or change live announcements in the script (greetings, promotions, outages) with a web-based interface.

Time-controlled and region-based announcements can also be added to be played within specific hours of a day and for specific locations or customer segments. Manage sudden incidents or planned outages with schedules to be valid for All day or for certain dates/ hours.

Upload Prompts

A folder structure interface to upload new language prompts while syncing with CCX or CCE on the backend. Use these prompts to create easy announcements which are then played back on the IVR.

Compatibility with specific versions of Cisco Unified Contact Center Express and Enterprise

Cisco Unified Contact Center Express (UCCX)

versions 10.6 and higher (Enhanced & Premium)

Cisco Unified Contact Center Enterprise (UCCE)

versions 10.5 and higher

Note: Announcements can co-reside with any other ExpertFlow products.

Hardware Requirements

See Hardware Sizing sheet for detailed machine specifications.

Software Requirements

Operating System Windows Server 2012
Browser Firefox (50.1.0)
Web Analytics