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VA Technical Reference Model v 24.7

Cisco Unified Contact Center Express (UCCX)
Cisco Unified Contact Center Express (UCCX) Technology

General InformationGeneral Information help

Technologies must be operated and maintained in accordance with Federal and Department security and privacy policies and guidelines. More information on the proper use of the TRM can be found on the TRM Proper Use Tab/Section.

Website: Go to site
Description: The Unified Contact Center Express (UCCX) product is a call routing and contact management solution designed to improve productivity and customer experience in call center environments. The product includes voice response capabilities, outbound call management and the ability to manage voicemail, email, web chat and social media inquiries.

This entry covers the Desktop Edition of this technology and not any mobile versions. Please note that the implementation of mobile technology application that operates on Mobile Operating System must be reviewed and approved by the Mobile Technology and Endpoint Security Engineering Team:`http://vaww.eie.va.gov/SysDesign/CS/MT/default.aspx
Technology/Standard Usage Requirements: Users must ensure their use of this technology/standard is consistent with VA policies and standards, including, but not limited to, VA Handbooks 6102 and 6500; VA Directives 6004, 6513, and 6517; and National Institute of Standards and Technology (NIST) standards, including Federal Information Processing Standards (FIPS). Users must ensure sensitive data is properly protected in compliance with all VA regulations. Prior to use of this technology, users should check with their supervisor, Information Security Officer (ISO), Facility Chief Information Officer (CIO), or local Office of Information and Technology (OI&T) representative to ensure that all actions are consistent with current VA policies and procedures prior to implementation.
Section 508 Information: This technology has not been assessed by the Section 508 Office. The Implementer of this technology has the responsibility to ensure the version deployed is 508-compliant. Section 508 compliance may be reviewed by the Section 508 Office and appropriate remedial action required if necessary. For additional information or assistance regarding Section 508, please contact the Section 508 Office at Section508@va.gov.
Decision: View Decisions
Decision Source: TRM Mgmt Group
Decision Process: One-VA TRM v22.9
Decision Date: 09/01/2022 at 20:19:23 UTC
Aliases: UCCX; Unified CCX
Introduced By: TRM Request
Vendor Name: Cisco Systems, Inc
- The information contained on this page is accurate as of the Decision Date (09/01/2022 at 20:19:23 UTC).