By Gary Ford
Cisco Unified touch middle firm (UCCE) the entire advisor to dealing with UCCE environments: counsel, methods, most sensible practices, and classes realized Gary Ford Cisco Unified touch middle company (UCCE) integrates a number of elements and will serve a large spectrum of commercial specifications. during this booklet, Gary Ford, an skilled Cisco UCCE advisor brings jointly all of the counsel you want to optimally configure and deal with UCCE in any setting. the writer stocks in-depth insights protecting either the firm and hosted models of UCCE. He provides an administrator’s view of ways to accomplish key UCCE initiatives and why they paintings as they do. He completely addresses program configuration, brokers, scripting, IVR, dial plans, UCM, blunders dealing with, reporting, metrics, and lots of different key subject matters. You’ll locate confirmed, standardized configuration examples that aid put off blunders and decrease downtime, step by step walkthroughs of numerous real configurations, and thorough insurance of tracking and troubleshooting UCCE structures. Cisco Unified touch middle firm (UCCE) is an necessary source that can assist you installation and function UCCE structures reliably and successfully. Gary Ford has spent greater than thirteen years designing, deploying, and keeping Cisco telephony and get in touch with heart suggestions including a number of of the world’s biggest structures integration businesses, Cisco ATPs, and buyers. He was once first brought to touch facilities in 1997 whereas operating for British Telecom (BT) as a try out engineer tasked with integrating the GeoTel ICR platform into BT’s middle telephony community. After Cisco bought GeoTel, Ford’s function advanced to incorporate broader Cisco touch heart and unified communications consulting. He holds a bachelor’s of engineering measure in computers engineering, the prestige of Chartered Engineer, and several other Cisco, Microsoft, and business-related specialist skills. · comprehend the Cisco Unified touch middle product portfolio and platform structure · pick out definitely the right single-site, multi-site, or clustered deployment version to your setting · Take a lifecycle prone method of UCCE deployment and alertness configuration-—including guidance, making plans, layout, and implementation · enforce conventional, current-generation, and next-generation name routing · grasp the newest most sensible practices for name circulate scripting · comprehend UCCE’s nodes and allotted approaches and construct a fresh method startup series · layout, enforce, and convey unified CM/IP IVR options · organize and successfully deal with UCCE databases · utilize UCCE’s reporting instruments · Create complicated purposes with Data-Driven Routing · successfully retain any UCCE deployment, together with older types · Use a best-practice technique for troubleshooting, and grasp important, little-known Cisco diagnostic instruments This IP communications e-book is a part of the Cisco Press® Networking know-how sequence. IP communications titles from Cisco Press aid networking execs comprehend voice and IP telephony applied sciences, plan and layout converged networks, and enforce community suggestions for elevated productiveness.
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Extra resources for Cisco Unified Contact Center Enterprise (UCCE) (Networking Technology: IP Communications)
UCCE covers many components and applications. com. My aim for this manual is to pull together these parts and explain how they can be deployed and used in the real world. To do this, I draw from my experience to detail methods and approaches that I have found to be successful during my career working with UCCE. I am not afraid to say that sometimes I have gotten it wrong. I also highlight the times I did this in the hope that other engineers can learn from my mistakes. I also cover items that I feel have not been covered in enough detail elsewhere, hopefully saving other engineers the time and effort trying to get certain configurations working.
I have deliberately kept the focus of this book on the core product and have only touched on the other integrations where essential. I have done this so as not to have too much overlap with several other fantastic books in the Cisco Press catalog. K. S. company called GeoTel. The GeoTel ICR solution provided an intelligent call-routing platform that could connect various ACD types by multiple vendors. All the call routing and reporting was available in a single common interface. BT舗s interest in the GeoTel platform was to modify the platform into one that could be hosted in a service provider environment and allow multitenancy so that the platform could be segregated and allow several customers to be supported on the same hardware.
0, the following name changes were introduced. However, the name changes have not yet been consistently integrated into the documentation set or the software: 舦 Cisco Intelligent Contact Management Enterprise Edition is renamed Cisco Unified Intelligent Contact Management Enterprise (Unified ICME). 舦 Cisco Intelligent Contact Management Hosted Edition is renamed Cisco Unified Intelligent Contact Management Hosted (Unified ICMH). 舦 Cisco IP Contact Center (IPCC) Enterprise Edition and Cisco IPCC Hosted Edition are renamed Cisco Unified Contact Center Enterprise (Unified CCE) and Cisco Unified Contact Center Hosted (Unified CCH), respectively.