Cisco Unified Contact Center Enterprise by Gary Ford

By Gary Ford

Cisco Unified touch heart company (UCCE) the entire consultant to handling UCCE environments: information, methods, most sensible practices, and classes discovered   Gary Ford   Cisco Unified touch middle company (UCCE) integrates a number of elements and will serve a large spectrum of industrial standards. during this ebook, Gary Ford, an skilled Cisco UCCE advisor brings jointly the entire assistance you must optimally configure and deal with UCCE in any surroundings. the writer stocks in-depth insights protecting either the company 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, mistakes dealing with, reporting, metrics, and lots of different key subject matters. You’ll locate confirmed, standardized configuration examples that support cast off error 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 heart firm (UCCE) is an necessary source that will help you installation and function UCCE platforms reliably and successfully.   Gary Ford has spent greater than thirteen years designing, deploying, and preserving Cisco telephony and get in touch with heart strategies including a number of of the world’s greatest structures 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 center telephony community. After Cisco received 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 specialist skills.   ·                      comprehend the Cisco Unified touch heart product portfolio and platform structure ·                      decide upon the precise single-site, multi-site, or clustered deployment version to your setting ·                      Take a lifecycle providers 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 newest most sensible practices for name circulation scripting ·                      comprehend UCCE’s nodes and disbursed tactics and construct a fresh approach startup series ·                      layout, enforce, and convey unified CM/IP IVR recommendations ·                      arrange and successfully deal with UCCE databases ·                      utilize UCCE’s reporting instruments ·                      Create complicated functions with Data-Driven Routing ·                      successfully preserve any UCCE deployment, together with older models ·                      Use a best-practice method for troubleshooting, and grasp precious, little-known Cisco diagnostic instruments   This IP communications publication is a part of the Cisco Press® Networking know-how sequence. IP communications titles from Cisco Press support 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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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. Two PGs work together, with one PG having an active connection to the peripheral and the other PG being in an idle state. Should a fault occur, such as a hardware or network error with the active PG, the idle PG becomes active and maintains the connection to the peripheral.

Even though two clusters are in use, the UCCE platform would see them both as part of a single virtual contact center. Unified CM Cluster A Unified CM Cluster B M Side A M M M M IVR www. @ Cisco Unified Contact Center Enterprise VoIP WAN V AWDB IP WVDB AW HDS Figure 3-3 UCCE IVR M M M M V PSTN HDS M Side B www. @ Cisco Unified Contact Center Enterprise AWDB IP Agent HDS Agent WVDB AW HDS Multisite with Distributed Call Processing, Two Unified CM Clusters, and One The distributed call processing model was often used in earlier versions of Unified CM when several sites requiring a large agent capacity was required.

All the different devices require software updates at some stage in their product lifespan. These updates can be required for a variety of reasons, such as a software update to fix a known bug or security issue or maybe a platform upgrade to a new version. 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.

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