Download Cisco Unified Contact Center Enterprise (UCCE) by Gary Ford PDF

By Gary Ford

Cisco Unified touch middle company (UCCE) integrates a number of elements and will serve a large spectrum of industrial necessities. during this ebook, Gary Ford, an skilled Cisco UCCE advisor brings jointly the entire advice you want to optimally configure and deal with UCCE in any atmosphere. the writer stocks in-depth insights overlaying either the company and hosted types of UCCE. He provides an administrator's view of ways to accomplish key UCCE projects and why they paintings as they do. He completely addresses software configuration, brokers, scripting, IVR, dial plans, UCM, mistakes dealing with, reporting, metrics, and plenty of different key subject matters. you can find confirmed, standardized configuration examples that aid cast off mistakes and decrease downtime, step by step walkthroughs of numerous real configurations, and thorough assurance of tracking and troubleshooting UCCE structures. Cisco Unified touch middle firm (UCCE) is an vital source that can assist you install and function UCCE platforms reliably and successfully.

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Extra resources for Cisco Unified Contact Center Enterprise (UCCE)

Example text

The real-time view is created by the router gathering real-time data from the peripheral gateway (PG) and combining this information with the configuration data retrieved from the logger database. The router process retains all the information in run-time memory to enable fast processing of call-routing requests. Logger The logger process controls access to the underlying Structured Query Language (SQL) databases on the logger servers. These databases contain all the contact center configuration information.

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 of the processes running on the PG are generic and used regardless of the type of peripheral connected. The process in the Peripheral Interface Manager is specific to the peripheral and manages the route request and route response between the peripheral and the central controller. Chapter 11, “Nodes and Processes,” presents a breakdown of the subprocesses within a peripheral gateway in more detail. The PG is typically located at the same site with the RTR Carrier ACD LGR PG Figure 2-5 Peripheral Gateway Connected to a TimeDivision Multiplexing (TDM) ACD CUCM PG RTR LGR M V Carrier Figure 2-6 Peripheral Gateway Connected to a Unified CM Cluster ACD, and it does not have to be deployed as a duplex pair; however, it often is for fault tolerance reasons.

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