Cisco Unified Contact Center Enterprise (UCCE) by Gary Ford

By Gary Ford

Cisco Unified touch heart firm (UCCE) integrates a number of parts and will serve a large spectrum of commercial requisites. during this ebook, Gary Ford, an skilled Cisco UCCE advisor brings jointly the entire information you want to optimally configure and deal with UCCE in any setting. the writer stocks in-depth insights overlaying either the firm and hosted models 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, errors dealing with, reporting, metrics, and lots of different key issues. you can find confirmed, standardized configuration examples that aid get rid of error and decrease downtime, step by step walkthroughs of numerous genuine configurations, and thorough assurance of tracking and troubleshooting UCCE structures. Cisco Unified touch middle firm (UCCE) is an critical source that will help you installation and function UCCE structures reliably and successfully.

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Extra resources for Cisco Unified Contact Center Enterprise (UCCE)

Example text

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. The IDE offers a drag-and-drop user interface.

The updates can also be from multiple vendors. For example, Microsoft might release a security patch for the Windows operating system, and although the Cisco application does not require this fix, it would be prudent for the systems administrator to deploy it. It is this platform management that can often cause headaches for systems administrators. Although recognizing that they should review and deploy fixes, systems administrators also need to maintain configuration management and platform stability.

Used with UCCE, CVP is often seen as an advanced IVR and queuing solution that comprises a carrier-grade platform that can scale to support a high IVR port density. Expanding beyond the functionality provided by IP IVR, CVP delivers both voice and video self-service applications. CVP provides callers with touchtone and speech recognition. 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.

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