Cisco Unified Contact Center Enterprise (UCCE) 9781587141171

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Автор: Ford Gary
Название: Cisco Unified Contact Center Enterprise (UCCE)
Перевод названия: Контактный центр Cisco
ISBN: 9781587141171
Издательство: Pearson Education
Классификация:

Сертификация компьютеров: Cisco

Компьютерные сети и коммуникации

ISBN-10: 1587141175
Обложка/Формат: Paperback
Страницы: 312
Вес: 0.52 кг.
Дата издания: 01.08.2011
Язык: English
Иллюстрации: Illustrations
Размер: 229 x 189 x 16
Читательская аудитория: Professional & vocational
Рейтинг:
Поставляется из: Англии
Описание: Cisco Unified Contact Center Enterprise (UCCE)

The complete guide to managing UCCE environments: tips, tricks, best practices, and lessons learned

Gary Ford

Cisco Unified Contact Center Enterprise (UCCE) integrates multiple components and can serve a wide spectrum of business requirements. In this book, Gary Ford, an experienced Cisco UCCE consultant brings together all the guidance you need to optimally configure and manage UCCE in any environment.

The author shares in-depth insights covering both the enterprise and hosted versions of UCCE. He presents an administrators view of how to perform key UCCE tasks and why they work as they do. He thoroughly addresses application configuration, agents, scripting, IVR, dial plans, UCM, error handling, reporting, metrics, and many other key topics.

Youll find proven, standardized configuration examples that help eliminate errors and reduce downtime, step-by-step walkthroughs of several actual configurations, and thorough coverage of monitoring and troubleshooting UCCE systems.

Cisco Unified Contact Center Enterprise (UCCE) is an indispensable resource to help you deploy and operate UCCE systems reliably and efficiently.

Gary Ford has spent more than 13 years designing, deploying, and maintaining Cisco telephony and contact center solutions together with several of the worlds largest systems integration companies, Cisco ATPs, and customers. He was first introduced to contact centers in 1997 while working for British Telecom (BT) as a test engineer tasked with integrating the GeoTel ICR platform into BTs core telephony network. After Cisco acquired GeoTel, Fords role evolved to include broader Cisco contact center and unified communications consulting. He holds a bachelors of engineering degree in computer systems engineering, the status of Chartered Engineer, and several Cisco, Microsoft, and business-related professional qualifications.

- Understand the Cisco Unified Contact Center product portfolio and platform architecture

- Choose the right single-site, multi-site, or clustered deployment model for your environment

- Take a lifecycle services approach to UCCE deployment and application configuration---including preparation, planning, design, and implementation

- Implement traditional, current-generation, and next-generation call routing

- Master the latest best practices for call flow scripting

- Understand UCCEs nodes and distributed processes and build a clean system startup sequence

- &nbs

Cisco Unified Contact Center Enterprise (UCCE), Ford Gary