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Service Description: Unified Contact Center Custom Application Software Services
This document describes Cisco’s Unified Contact Center Custom Application Software Services. Related Documents: This document should be read in conjunction with the following documents also posted at www.cisco.com/go/servicedescriptions/ : (1) Glossary of Terms; (2) List of Services Not Covered; and (3) Severity and Escalation Guidelines. All capitalized terms in this description have the meaning ascribed to them in the Glossary of Terms. Direct Sale from Cisco. If you have purchased these Services directly from Cisco, this document is incorporated into your Master Services Agreement (MSA), Advanced Services Agreement (ASA), or equivalent services agreement executed between you and Cisco. In the event of a conflict between this Service Description and your MSA or equivalent services agreement, this Service Description shall govern. Sale via Cisco Authorized Reseller. If you have purchased these Services through a Cisco Authorized Reseller, this document is for description purposes only; is not a contract between you and Cisco. The contract, if any, governing the provision of this Service will be the one between you and your Cisco Authorized Reseller. Your Cisco Authorized Reseller should provide this document to you, or you can obtain a copy of this and other Cisco service descriptions at www.cisco.com/go/servicedescriptions/. Cisco shall provide the Unified Contact Center Custom Application Software Services described below as selected and detailed on the Purchase Order for which Cisco has been paid the appropriate fee. Cisco shall issue a Quote for the Services (“Quote”); the Purchase Order should reference such Quote. Service Summary The Unified Contact Center Custom Application Software Services may provide the services contained within to assist in deploying a Customer’s Cisco Unified Contact Center solution. Unified Contact Center Custom Application Software Services Under this Service, Cisco shall provide some or all of the Unified Contact Center Custom Application Software Services, as selected by Customer during Standard Business Hours, unless stated otherwise: Workforce Management Real Time Gateway (RTAGateway) Aspect Adapter •

The WorkForce Management Real Time Gateway (RTAGateway) Aspect Adapter provides a real time adherence interface between a Cisco Unified Contact Center Enterprise and Aspect’s eWFM software. The Cisco WFM RTAGateway Adapter takes agent state event messages from redundant pairs of Unified ICM Computer Telephony Integration (CTI) Servers, converts them into the format required by the Aspect’s eWFM product and then forwards them to the Aspect Real Time adherence server. o Cisco Responsibilities: Provide installation checklist to Customer. Schedule and hold Customer kick off meeting. Consult with the Customer to review and validate WFM integration requirements. Configure the WFM RTAGateway Adapter on the Customer provided server. Test the RTAGateway application to verify the agent state information is being sent to Aspect eWFM application. Perform a transfer of information session about the configuration information with the Customer.

Workforce Management Real Time Gateway (RTAGateway) IEX Adapter

Controlled Doc. #346898 Ver: 1.0 Last Modified:10/7/2009 9:51:34 PM CISCO CONFIDENTIAL Unified Contact Center Custom Application Software Services Description.doc

Page 2of 1 The WorkForce Management Real Time Gateway (RTAGateway) IEX Adapter provides a real time adherence interface between a Cisco Unified Contact Center Enterprise and IEX’s Totalview software. The reports will be generated in 30 minute reporting intervals in ASCII file format that can then be retrieved by IEX Totalview either by remote file mount or FTP. o Cisco Responsibilities: Provide installation checklist to Customer. Workforce Management Historical Database Server IEX Adapter • The WorkForce Management (WFM) Historical Adapter for IEX Totalview provides historical data integration between a Cisco Unified Contact Center Enterprise and the IEX Totalview WorkForce Management software. Schedule and hold Customer kick off meeting. The WFM adapter runs on the Unified ICM Historical Database server and accumulates historical contact center statistics into reports that make these reports available to the Aspect eWFM system. Consult with the Customer to review and validate WFM integration requirements. The reports will be generated in 30 minute reporting intervals in ASCII file format that can then be retrieved by Aspect either by remote file mount or File Transport Protocol (FTP). These reports will contain agent. These reports will contain agent. Perform a transfer of information session about the configuration information with the Customer. skill group. Consult with the Customer to review and validate WFM integration requirements. . Perform a transfer of information session about the configuration information with the Customer. Workforce Management Historical Database Server Aspect Adapter • The WorkForce Management (WFM) Historical Adapter for Aspect eWFM provides historical data integration between a Cisco Unified Contact Center Enterprise and Aspect’s eWFM software. MSSQL Enterprise Manager Scheduler on the Historical Database Server will handle the scheduling of these reports. Test the RTAGatewayODBC application to make sure that agent state changes are being written to the database. The WFM Adapter for IEX runs on the Unified ICM Historical Database Server and accumulates historical contact center statistics into reports and makes these reports available to the IEX Totalview WorkForce Management system. invokes a configurable stored procedure passing the agent state information to the external database through the stored procedure. skill group and call type (option) statistics. Schedule and hold Customer kick off meeting. Test the RTAGateway application to verify the agent state information is being sent to IEX Totalview application. Configure the WFM Historical Adapter. Test the WFM Adapter to make sure that WFM reports are being properly generated and made available to the Aspect eWFM application. Perform a transfer of information session about the configuration information with the Customer. The Cisco WFM RTAGateway Adapter takes agent state event messages from redundant pairs of Unified ICM Computer Telephony Integration (CTI) Servers. Schedule and hold Customer kick off meeting. Consult with the Customer to review and validate WFM historical adapter requirements. o Cisco Responsibilities Provide installation checklist to Customer. Configure the WFM RTAGateway Adapter on the Customer provided server. • Real Time Gateway Open Database Connectivity (ODBC) Adapter • The Real Time Gateway (RTAGateway) ODBC Adapter provides a real time agent state change interface between the Unified Contact Center Enterprise system and any ODBC compliant database supporting stored procedures. converts them into the format required by the IEX’s Totalview product and then forwards them to the IEX Real Time adherence server. Consult with the Customer to review and validate WFM integration requirements. and call type statistics. o Cisco Responsibilities Provide installation checklist to Customer. The MS-SQL Enterprise Manger Scheduler on the Historical Database server will handle the scheduling of these reports. The WFM RTAGateway Adapter takes real time agent state event messages from redundant pairs of Unified ICM Computer Telephone Integration (CTI) Servers. Schedule and hold Customer kick off meeting. o Cisco Responsibilities: Provide installation checklist to Customer. Configure the RTAGateway Adapter on the Customer provided server.

the backend system processes the information as needed. Gateway Open Database Connectivity (ODBC) Application Gateway Extension • The Gateway ODBC provides the capability for a Cisco Unified Contact Center Enterprise routing or administration script to access information from or store information to an external ODBC-compliant database. Information is passed from an Unified ICM script to a Customer developed stored procedure. Information is passed from an Unified ICM (UICM) script to a Customer’s backend system via a MQ message. Perform a transfer of information session about the configuration information with the Customer. Select statements are also supported. Configure the Gateway XML Software Extension Verify the Web Service can be accessed and information returned back to the U ICM script. Configure the Gateway MQ Software Extension. Up to 9 instances (software copies) of the GatewayMQ application may be installed on a single server and each instance mapped to a unique MQ Series queue. This package currently supports the service . and then optionally passes results back to the Unified ICM script for use in routing or administration decisions. o Cisco Responsibilities: Provide installation checklist to Customer. the Customer’s backend system processes the information as needed. Schedule and hold Customer kick off meeting. Perform a transfer of information session about the configuration information with the Customer. Consult with the Customer to review and validate Gateway ODBC requirements. Up to 9 instances (software copies) of the Gateway ODBC application may be installed on a single server and each instance mapped to a unique stored procedure or select statement. o Cisco Responsibilities: Provide installation checklist to Customer. The stored procedure performs the customization needed by the Customer. Test the WFM Adapter to make sure that WFM reports are being properly generated and made available to the IEX Totalview application. Gateway MQ Application Gateway Extension • The Gateway MultiQueue Application Gateway Extension provides the capability for a Cisco Unified Contact Center Enterprise Routing or Administration script to access information from or store information to an external IBM MQSeries messaging system. Gateway XML Application Gateway Extension • The Gateway XML provides the capability for a Unified Contact Center Enterprise routing script to access information from or store information to an external Web Server. Consult with the Customer to review and validate GatewayXML requirements. and then optionally passes results back to the Unified ICM script for use in routing or administration decisions. the stored procedure processes the information as needed. and then optionally passes results back to the ICM script for use in routing or administration decisions. Consult with the Customer to review and validate GatewayMQ requirements. Java Voice Response Unit (VRU) Client • The Java VRU software package provides an object oriented Java interface to the Cisco Unified Contact Center Enterprise Unified ICM/VRU interface specification of the Cisco UICM VRU PerpheralGateway (PG). Schedule and hold Customer kick off meeting. Verify the Customer installed the external ODBC database and passing information back to the UICM routing script installed. Perform a transfer of information session about the configuration information with the Customer.Page 3of 1 Configure of the WFM Historical Adapter. Verify the Gateway MQ can pass requests to the MQ Series System can access and return information back to UICM script. Perform a transfer of information session about the configuration information with the Customer. writing information to tables or performing logical checks on the information. Up to 9 instances (software copies) of the GatewayXML application may be installed on a single server and each instance mapped to a unique web service. Schedule and hold Customer kick off meeting. o Cisco Responsibilities: Provide installation checklist to Customer. such as queries to tables. This integration project is performed remotely. Information is passed from a Unified ICM script to a Web Server via a XML document. Configure the Gateway ODBC software extension.

Schedule and hold Customer kick off meeting. Configure the IP Phone Control Software. The package includes a Java class for each message needed for the service control. call routing and event data feed APIs. Verify the IP Phone Service allows for agent state and call control. IPPCS can be used stand-alone as the primary call center phone capability for agent and call control. Perform a transfer of information session about the configuration information with the Customer. o Cisco Responsibilities Provide installation checklist to Customer. Develop custom database extract software. a CTIOS agent license must also be purchased for each agent using the IPPCS solution. IPPCS can be used stand-alone as the primary call center phone capability for agent and call control. Perform a transfer of information session about the configuration information with the Customer. Each IPPCS server is capable of handling up to 500 agents with multiple IPPCS servers may be required for the total solution. or as a backup to an existing CTI desktop softphone. Schedule and hold Customer kick off meeting. Perform a transfer of Information session about the configuration information with the Customer. or as a backup to an existing CTI desktop softphone. and thus alleviate the need for using desktop CTI software. Documentation for the Java VRU Client is provided in the form of HTML Java format. Consult with the Customer to review and validate Cisco Unified Intelligence Suite or Cisco WebView Database Extract requirements. Verify that custom database extract software is functioning properly. In addition. Consult with the Customer to review and validate IP Phone Control Software requirements. For valid deployment. . This license must be purchased in conjunction with an IPPCS Server License. o Cisco Responsibilities: Schedule and hold Customer kick off meeting. Configure the custom database extract software. the license must be purchased in conjunction with the appropriate number of IPPCS Agent Licenses. Custom Reporting Extract Development • Provide custom development of one (1) Unified ICM Database Extract to be used for a Unified Intelligence Suite report or WebView report within the Cisco Unified Contact Center products. o Cisco Responsibilities: Schedule and hold Customer kick off meeting. and thus alleviate the need for using desktop computer telephony interface (CTI) software. o Cisco Responsibilities: Provide installation checklist to Customer. Consult with the Customer to review and validate IP Phone Control Software requirements. call routing and event data feed Application Level Interfaces (APIs) of the Unified ICM/VRU Interface specification to enable the routing of contacts to monitored call centers by the Cisco Unified ICM/UCCE system. In addition. A sample application along with source code is provided that demonstrates the use of the Java Message Class Library and the Transport Manager Class. IP Phone Control Service (IPPCS) Agent License Service • The IP Phone Control Agent License Service (IPPCS) package allows agents to perform agent state and call control tasks directly from their IP phone in a Cisco Unified Contact Center Enterprise. Perform a transfer of information session about the Java VRU software package and its usage with the Customer.Page 4of 1 control. the package includes a transport manager class that handles the TCP/IP socket management to VRU PG. The IPPCS Agent License covers the purchase of the right to use license for the IPPCS software for a single agent. The IPPCS Server License covers the purchase of the right to use license plus deployment services for a single IPPCS Server. IP Phone Control Service (IPPCS) Server License • The IP Phone Control Service (IPPCS) package allows agents to perform agent state and call control tasks directly from their IP phone in a Cisco Unified Contact Center Enterprise (UCCE). Provide Java VRU software package to Customer.

go on hold. When a call is released a message is optionally sent to Empirix along with call data. The Knowlagent Adapter will be delivered in the form of a Windows Service that will run on the Knowlagent application server. make them not ready. Configure the custom connector.Page 5of 1 Custom Report Development • Provide custom development of one (1) Cisco Unified Intelligence Suite report or Cisco WebView report to be used within the Cisco Unified Contact Center products. This service will implement a CTIOS client connection in order to get information about agents and skill groups from ICM. Develop custom report. . allowing the Empirix to report on end-toend testing. Develop custom connector. Virtual Agent Simulator (VAS) Server License • The Virtual Agent Simulator (VAS) provides the ability to simulate agents and optionally interfaces to an Empirix Testing System to provide end-to-end testing within a Cisco Unified Contact Center Enterprise environment. o Cisco Responsibilities: Provide installation checklist to Customer. Configure the VAS. Consult with the Customer to review and validate custom reporting requirements. transfer calls. Perform a transfer of information session about the configuration information with the Customer. A CUIS Connector allows data from Customer’s back-end databases to be pulled and written to the CUIS Archiver for use in custom CUIS reporting. Perform a transfer of information session about the configuration information with the Customer. retrieve calls. and release calls. This license must be purchased in conjunction with the appropriate number of VAS Agent Licenses for valid deployment. Provide configuration of VAS (excluding agent and script configuration). Perform a transfer of information session about the configuration information with the Customer. Configure the custom report. Perform a transfer of information session about the configuration information with the Customer. The VAS Server License covers the purchase of the right to use license plus deployment services for a single VAS Server. Knowlagent Adapter • The Knowlagent Adapter provides integration between Cisco Unified Contact Center Enterprise and Knowlagent so that Knowlagent can receive agent-skill group mappings as well as skill group statistics from ICM. The Virtual Agent Simulator does not simulate phone end points. Configure the Knowlagent adapter at the Customer site on the Knowlagent server and work in the Customer environment. Verify report operation with Customer. Schedule and hold Customer kick off meeting. o Cisco Responsibilities: Schedule and hold Customer kick off meeting. Cisco Unified Intelligence Suite Custom Connector Development • Provide custom development of one (1) Cisco Unified Intelligence Suite (CUIS) custom connector to be used within the Cisco Unified Communication products. o Cisco Responsibilities: Schedule and hold Customer kick off meeting. Consult with the Customer to review and validate CUIS custom connector requirements. answer calls. Consult with the Customer to review and validate VAS testing requirements. Verify proper operation of custom connector. Through user defined scripts the Virtual Agent Simulator can log agents in. The service will also use web services provided by Knowlagent in order to communicate the agent and skill group information to the Knowlagent application. o Cisco Responsibilities: Schedule and hold Customer kick off meeting. ready. Consult with the Customer to review and validate Knowlagent Adapter requirements.

Page 6of 1 Virtual Agent Simulator Agent (VAS) License • The Virtual Agent (Simulator VAS) provides the ability to simulator agents and optionally interfaces to an Empirix testing system to provide end-to-end testing within a Cisco Unified Contact Center Enterprise (UCCE) environment. such as consulting on the Gateway COM or Gateway XML Extension. Java. This person has the authority to act on all aspects of the work being performed. o Cisco Responsibilities: Schedule and hold Customer kick off meeting. Reporting. o Cisco Responsibilities: Schedule and hold Customer kick off meeting. allowing the Empirix to report on end-to-end testing. Provide Subject Matter Expert (SME) assistance. Attend kick off meeting. retrieve calls. C++. . Assign and schedule resources to attend the transfer of knowledge session. These Services could include consulting. The VAS Agent License covers the purchase of the right to use license for the VAS software for a single agent. Designate a back up contact when Customer contact is unavailable. In addition. Through user defined scripts the VAS can log agents in. programming design and development in .NET. Perform a transfer of information session about the configuration information with the Customer. Cisco Customer Voice Portal Custom Elements. Fill out installation checklist and return to Cisco prior to kick off meeting. When a call is released a message is optionally sent to Empirix along with call data. This license must be purchased in conjunction with a VAS Server License. Customer Responsibilities Workforce Management Real Time Gateway (WFM RTAG) Aspect Adapter o Customer Responsibilities: Designate a single point of contact for all Cisco communication. and Cisco IPIVR Custom Interfaces. training or development in the area of CTI Server. Provide site and server access for installation of WFM RTAGateway Adapter. make them not ready. Attend kick off meeting. and Development Services • Provide one (1) day of Subject Matter Expert Services within the area of custom development utilizing Cisco Unified Contact Center Enterprise Application Programming Interfaces. ready. Consult with the Customer to review and validate requirements. Visual Basic. This person has the authority to act on all aspects of the work being performed. Purchase and install the required server hardware/operating system software to support the WFM RTAGateway Adapter. Subject Matter Expert Consulting. go on hold. Designate a back up contact when Customer contact is unavailable. The VAS does not simulate phone end points. Purchase and install the required server hardware/operating system software to support the WFM RTAGateway Adapter. and release calls. a CTIOS Agent license must also be purchased for each agent using the VAS solution. Workforce Management Real Time Gateway IEX Adapter (WFM RTAG) o Customer Responsibilities: Designate a single point of contact for all Cisco communication. Training. CTIOS. Fill out installation checklist and return to Cisco prior to kick off meeting. Provide IP/Port information for the RTA feed on the Aspect WorkForce Management Server. This person has the authority to act on all aspects of the work being performed in absence of the primary contact. Provide Customer VAS Software Installation Package. Proficiencies include Cisco Unified Contact Center Enterprise Product knowledge. This person has the authority to act on all aspects of the work being performed in absence of the primary contact. answer calls. transfer calls. It could also be used to add value to the installation of any of the SASG Extensions. Database languages specifically related to the Unified Contact Center Enterprise environment.

Assign and schedule resources to attend the transfer of knowledge session. . This person has the authority to act on all aspects of the work being performed. Attend kick off meeting. Attend kick off meeting. Assign resources to work with Cisco personnel to support installation effort and verify the reports are being properly imported to the Aspect eWFM database. This person has the authority to act on all aspects of the work being performed in absence of the primary contact. Designate a back up contact when Customer contact is unavailable. Fill out installation checklist and return to Cisco prior to kick off meeting. This person has the authority to act on all aspects of the work being performed. Assign resources to work with Cisco personnel to support installation effort and verify the reports generate the proper information. Fill out installation checklist and return to Cisco prior to kick off meeting. Real Time Gateway Open Database Connectivity (ODBC) Adapter o Customer Responsibilities: Designate a single point of contact for all Cisco communication. Provide stored procedure called by RTAGateway ODBC Adapter. Complete the installation checklist provided by Cisco personnel prior to installation. Gateway Open Database Connectivity (ODBC) Application Gateway Extension o Customer Responsibilities: Designate a single point of contact for all Cisco communication. Provide site and server access to Unified Contact Center Enterprise Historical Database server for installation of Workforce Management Historical Adapter. Attend kick off meeting. Complete the installation checklist provided by Cisco personnel prior to installation. Fill out installation checklist and return to Cisco prior to kick off meeting. Fill out installation checklist and return to Cisco prior to kick off meeting. Provide site and server access to Unified Contact Center Enterprise Historical Database server for installation of WFM Historical Adapter. Designate a back up contact when Customer contact is unavailable. Designate a back up contact when Customer contact is unavailable. This person has the authority to act on all aspects of the work being performed in absence of the primary contact. Workforce Management Historical Database Server IEX Adapter o Customer Responsibilities Designate a single point of contact for all Cisco communication. Designate a back up contact when Customer contact is unavailable. Purchase and install the required server hardware/operating system software to support the RTAGateway ODBC Adapter. Assign and schedule resources to attend the transfer of knowledge session. This person has the authority to act on all aspects of the work being performed. This person has the authority to act on all aspects of the work being performed. Purchase or provide licensing to external Database. Provide IP/Port information for the real time adapter (RTA) feed on the IEX Totalview Server.Page 7of 1 Provide site and server access for installation of WFM RTAGateway Adapter. Assign and schedule resources to attend the transfer of knowledge session. Assign and schedule resources to attend the transfer of knowledge session. Workforce Management Historical Database Server Aspect Adapter o Customer Responsibilities Designate a single point of contact for all Cisco communication. This person has the authority to act on all aspects of the work being performed in absence of the primary contact. Provide site and server access for the installation of the RTAGateway ODBC Adapter. This person has the authority to act on all aspects of the work being performed in absence of the primary contact.

Configure the UICM script which will access Application Gateway node. Install and configure Unified ICM Application Gateway. Provide site and servers access for installation of Gateway ODBC Software Extension. Assign and schedule resources to attend the transfer of information session. Gateway MultiQueue (MQ) Application Gateway Extension o Customer Responsibilities: Designate a single point of contact for all Cisco communication. Gateway XML Application Gateway Extension o Customer Responsibilities: Designate a single point of contact for all Cisco communication. . Assign and schedule resources to attend the transfer of information session. Attend kick off meeting. Attend kick off meeting. This person has the authority to act on all aspects of the work being performed. This person has the authority to act on all aspects of the work being performed in absence of the primary contact Fill out installation checklist and return to Cisco prior to kick off meeting. Attend kick off meeting. Install and configure Unified ICM Application Gateway. Install and configure Unified ICM Application Gateway. Provide stored procedure that will be used to access the database from Gateway ODBC. This person has the authority to act on all aspects of the work being performed in absence of the primary contact. Provide information needed to access the ODBC database. Provide site and servers access for installation of Gateway XML Software Extension. Provide site and servers access for installation of Gateway MQ Software Extension. Fill out installation checklist and return to Cisco prior to kick off meeting. Provide MQ Queues and Messages used by Gateway MQ to access the MQ Series system Provide Information needed to access the MQ Series system. Assign resources to work with Cisco personnel to support installation effort. Assign and schedule resources to attend the transfer of information session. Purchase and install the required server hardware/operating system software required for Gateway XML Software Extension. Configure the UICM script which will access Application Gateway node. Designate a back up contact when Customer contact is unavailable. Purchase and install the required server hardware/operating system software for the Gateway MQ Software Extension software. Java Voice Response Unit (VRU) Client o Customer Responsibilities: Designate a single point of contact for all Cisco communication.Page 8of 1 Attend kick off meeting. Purchase and install the required server hardware/operating system software required for Gateway ODBC Software Extension. This person has the authority to act on all aspects of the work being performed in absence of the primary contact. Designate a back up contact when Customer contact is unavailable. Configure the UICM script which will access Application Gateway node. Provide Information needed to access the web server and custom application. This person has the authority to act on all aspects of the work being performed. Assign resources to work with Cisco personnel to support installation effort. Designate a back up contact when Customer contact is unavailable. This person has the authority to act on all aspects of the work being performed. Assign and schedule resources to attend the transfer of information session. Assign resources to work with Cisco personnel to support installation effort. Provide the data source and destination. Provide web server and XML documents that the Gateway XML will use to interface to the web.

Assign and schedule resources to attend the transfer of information session. This person has the authority to act on all aspects of the work being performed. This person has the authority to act on all aspects of the work being performed in absence of the primary contact. This person has the authority to act on all aspects of the work being performed in absence of the primary contact. Custom Report Development o Customer Responsibilities: Designate a single point of contact for all Cisco communication. Fill out installation checklist and return to Cisco prior to kick off meeting. . Provide custom report requirements to Cisco. Assign and schedule resources to attend the transfer of information session. Provide requirements for database extract to Cisco. Designate a back up contact when Customer contact is unavailable. This person has the authority to act on all aspects of the work being performed in absence of the primary contact.Page 9of 1 Development of the encapsulating Java application. Attend kick off meeting. Designate a back up contact when Customer contact is unavailable. Designate a back up contact when Customer contact is unavailable. Assign resources to work with Cisco personnel to support installation effort. Attend kick off meeting. IP Phone Control Service (IPPCS) Server License o Customer Responsibilities: Designate a single point of contact for all Cisco communication. The application must handle the delivery of asynchronous events. Designate a back up contact when Customer contact is unavailable. This person has the authority to act on all aspects of the work being performed. Assign resources to work with Cisco personnel to support installation effort. Purchase and install the required server hardware/operating system software for IP Phone Control Software Provide site and server access for installation of IP Phone Control Software Provide information required to access the Unified ICM Computer Telephony Integration server Provide information required to access the Call Manager server Configuration of Cisco Unified Call Manager as required for IPPCS phone service Assign and schedule resources to attend the transfer of information session. Attend kick off meeting. This person has the authority to act on all aspects of the work being performed in absence of the primary contact. Attend kick off meeting. Custom Reporting Extract Development o Customer Responsibilities: Designate a single point of contact for all Cisco communication. Verify custom report operation with Cisco. which includes the handling of heartbeat events for the socket connection. Assign resources to work with Cisco personnel to support installation effort. This person has the authority to act on all aspects of the work being performed. Fill out installation checklist and return to Cisco prior to kick off meeting. Test with Cisco to verify database extract operation is functioning properly. Assign resources to work with Cisco personnel to support installation. IP Phone Control Service (IPPCS) Agent License Service o Customer Responsibilities Designate a single point of contact for all Cisco communication. Provide site and system access to Unified ICM Historical Database Server. Assign and schedule resources to attend the transfer of information session. This person has the authority to act on all aspects of the work being performed.

Virtual Agent Simulator (VAS) Server License o Customer Responsibilities: Designate a single point of contact for all Cisco communication. Purchase and install the required server hardware/operating system for VAS software. Attend kick off meeting. Provide site and server access to the required CTIOS servers and HDS server. . This person has the authority to act on all aspects of the work being performed. This person has the authority to act on all aspects of the work being performed. Provide server access to the server where the VAS software is to be installed. Provide server access to the CTIOS Server(s) being used in the testing. Provide phone endpoints either through simulator or IP phones. Designate a back up contact when Customer contact is unavailable. Provide server access to the CTIOS Server(s) being used in the testing. Provide server access to the server where the VAS software is to be installed. Provide site and server access to Knowlagent servers for installation of Knowlagent adapter. Virtual Agent Simulator (VAS) Agent License o Customer Responsibilities: Designate a single point of contact for all Cisco communication. Designate a back up contact when Customer contact is unavailable. Purchase and install the required server hardware/operating system software for Knowlagent server. Attend kick off meeting. Assign and schedule resources to attend the transfer of information session. This person has the authority to act on all aspects of the work being performed in absence of the primary contact Attend kick off meeting. Attend kick off meeting. This person has the authority to act on all aspects of the work being performed in absence of the primary contact. Provide site and server access for CUIS server(s). This person has the authority to act on all aspects of the work being performed. Purchase and install the required server hardware/operating system for VAS software. Purchase and install the required server hardware/operating system software for CUIS as required. Assign and schedule resources to attend the transfer of information session. Assign and schedule resources to attend the transfer of information session. Provide custom connector requirements to Cisco. Assign resources to work with Cisco personnel to support installation effort. Provide Phone endpoints either through simulator or IP Phones. Assign resources to work with Cisco personnel to support installation. Knowlagent Adapter o Customer Responsibilities: Designate a single point of contact for all Cisco communication. Assign and schedule resources to attend the transfer of information session. Designate a back up contact when Customer contact is unavailable.Page 10of 1 Cisco Unified Intelligence Suite Custom (CUIS) Connector Development o Customer Responsibilities: Designate a single point of contact for all Cisco communication. Fill out installation checklist and return to Cisco prior to kick off meeting. Provide lab or test environment so that the CUIS custom connector can be tested. Designate a back up contact when Customer contact is unavailable. Assign resources to work with Cisco personnel to support installation effort. Assign resources to work with Cisco personnel to support installation effort. This person has the authority to act on all aspects of the work being performed in absence of the primary contact. This person has the authority to act on all aspects of the work being performed. This person has the authority to act on all aspects of the work being performed in absence of the primary contact.

Training. Such services may be provided under a separately contracted engagement Support of any changes made by Customer to the UCC Custom Application Software. Support of UCC Custom Application Software problems that are diagnosed by Cisco to be Enhancement requests or changes by Customer to the system configuration for which the UCC Custom Application Software was developed. Support or replacement of UCC Custom Application Software that are altered. Services for non-Cisco development tools or any non-Cisco software installed in the Product. the following are not supported under the UCC Custom Application Software Support Services: o Any customization. destroyed or damaged by natural causes or damaged due to a negligent or willful act or omission by Customer other than as specified in the applicable Cisco-supplied documentation. Cisco shall not be required to perform any on-site support under this Service Description. Customer acknowledges that it is not entitled to support on Cisco products not covered under this Agreement. o o o o o o o o o o o . Any support. Support for Cisco products is covered under separate service maintenance agreements. This person has the authority to act on all aspects of the work being performed. This person has the authority to act on all aspects of the work being performed in absence of the primary contact. Customer shall reimburse Cisco for all labor and travel expenses at Cisco’s then-current time and material rates.cisco. mishandled. upgrade. porting of the Custom Application Software. Customer acknowledges that it is only entitled to receive support services against the Support Option for which it has paid a separate support fee. modified. Resolution of the problems is viewed by Cisco as an Enhancement for which a separate statement of work between the parties is required. If Cisco is requested to perform on-site diagnostic and remedial maintenance. or labor to install the UCC Custom Application Software. Cisco reserves the right to charge for support if Cisco determines that unauthorized support is being provided.com/go/servicedescriptions/. Any Hardware upgrade required to run new or updated UCC Custom Application Software. upgrade or maintenance for Product other than UCC Custom Application Software as defined in this Service Description. Designate a back up contact when Customer contact is unavailable. and Development Services o Customer Responsibilities: Designate a single point of contact for all Cisco communication. Any Hardware or third party product that Customer may need to acquire that is related to this Service Description. Services to resolve Product or UCC Custom Application Software problems resulting from third party products or causes beyond Cisco’s control or Customer’s failure to perform its responsibilities under this Service Description. except where mutually agreed.Page 11of 1 Subject Matter Expert Consulting. In the event additional Cases or Custom Applications are supported by Cisco beyond that which Customer has ordered. Services Not Covered In addition to those Service Not Covered posted at www. Assign resources to attend kick off meeting and work with Cisco personnel for the duration of the engagement.

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