Download Cisco Unified Contact Center Enterprise by Gary Ford PDF

By Gary Ford

Cisco Unified touch heart firm (UCCE) the whole advisor to coping with UCCE environments: counsel, methods, top practices, and classes realized   Gary Ford   Cisco Unified touch heart company (UCCE) integrates a number of elements and will serve a large spectrum of industrial requisites. during this booklet, Gary Ford, an skilled Cisco UCCE advisor brings jointly the entire counsel you want to optimally configure and deal with UCCE in any setting. the writer stocks in-depth insights overlaying either the company and hosted types of UCCE. He offers an administrator’s view of the way to accomplish key UCCE initiatives and why they paintings as they do. He completely addresses program configuration, brokers, scripting, IVR, dial plans, UCM, mistakes dealing with, reporting, metrics, and lots of different key issues. You’ll locate confirmed, standardized configuration examples that aid get rid of mistakes and decrease downtime, step by step walkthroughs of a number of real configurations, and thorough assurance of tracking and troubleshooting UCCE structures. Cisco Unified touch middle firm (UCCE) is an integral source that will help you installation and function UCCE platforms reliably and successfully.   Gary Ford has spent greater than thirteen years designing, deploying, and protecting Cisco telephony and get in touch with heart suggestions including numerous of the world’s greatest platforms integration businesses, Cisco ATPs, and clients. He was once first brought to touch facilities in 1997 whereas operating for British Telecom (BT) as a attempt engineer tasked with integrating the GeoTel ICR platform into BT’s middle telephony community. After Cisco got GeoTel, Ford’s function advanced to incorporate broader Cisco touch heart and unified communications consulting. He holds a bachelor’s of engineering measure in desktops engineering, the prestige of Chartered Engineer, and a number of other Cisco, Microsoft, and business-related expert skills.   ·                      comprehend the Cisco Unified touch heart product portfolio and platform structure ·                      decide on the ideal single-site, multi-site, or clustered deployment version to your setting ·                      Take a lifecycle prone method of UCCE deployment and alertness configuration-—including coaching, making plans, layout, and implementation ·                      enforce conventional, current-generation, and next-generation name routing ·                      grasp the most recent top practices for name move scripting ·                      comprehend UCCE’s nodes and allotted methods and construct a fresh procedure startup series ·                      layout, enforce, and convey unified CM/IP IVR recommendations ·                      arrange and successfully deal with UCCE databases ·                      utilize UCCE’s reporting instruments ·                      Create complex functions with Data-Driven Routing ·                      successfully retain any UCCE deployment, together with older models ·                      Use a best-practice method for troubleshooting, and grasp worthy, little-known Cisco diagnostic instruments   This IP communications ebook is a part of the Cisco Press® Networking expertise sequence. IP communications titles from Cisco Press support networking pros comprehend voice and IP telephony applied sciences, plan and layout converged networks, and enforce community recommendations for elevated productiveness.  

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These databases contain all the contact center configuration information. The logger is also responsible for replicating data out to the Historical Data Server (HDS). Figure 2-2 shows a router and logger with their two network connections. Visible Network Router Logger Private Network Figure 2-2 Colocated Router and Logger Note The router and logger processes are often referred to as the central controllers. For smaller deployments, they are usually deployed in a coresident fashion. When a router and logger process is colocated on the same server, it is referred to as a rogger.

Many contact center sites now consist of only the end-user telephony device or IP phone and an inline power switch connected through a WAN router back to the central site that hosts the Unified CM server. This flexibility allows the carrier to host both the UCCH and Unified CM servers. This model is more like a cloud computing solution. As more organizations switch to using softphones rather than physical phones, SAAS for voice could become a reality. Platform Redundancy Platform survivability is an important feature for enterprise voice architectures.

In comparison with IP IVR, CVP has a greater degree of complexity and cost but also provides greater scalability and redundancy. Because of the distributed architecture of CVP, one of its often-used features is the capability to handle and queue calls on the network edge (or most efficient location) through the use of a voice browser. CVP can also be deployed as a standalone IVR without the need to rely on UCCE. It can also be deployed in front of an ACD. CVP applications are created using Unified Call Studio, which is an integrated development environment (IDE) based on Eclipse.

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