Cisco Unified Contact Center Enterprise (UCCE), Rough Cuts

• Copyright 2012
• Pages: 504
• Edition: 1st

• Rough Cuts
• ISBN-10: 1-58714-142-6
• ISBN-13: 978-1-58714-142-3

This is the Rough Cut version of the printed book.

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 administrator’s 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.

You’ll 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 world’s 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 BT’s core telephony network. After Cisco acquired GeoTel, Ford’s role evolved to include broader Cisco contact center and unified communications consulting. He holds a bachelor’s 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 UCCE’s nodes and distributed processes and build a clean system startup sequen

Table of Contents

Introduction xi

Chapter 1 Contact Center Overview 1

Contact Center Characteristics 3

Contact Channels 4

Cisco Contact Center Features 5

    Virtual Contact Center 5

    Cisco Agent Desktop with Presence 5

    CTI and CRM Integration 6

    Agent Desktop Options 6

    Cisco Unified Expert Advisor 7

    Support for Remote and Mobile Agents 7

    Self-Service and Call-Treatment Capabilities 8

    Reporting 8

    Management Portal 9

Cisco Contact Center Portfolio 9

    Cisco Unified Contact Center Express 11

    Cisco Unified Contact Center Enterprise 11

    Cisco Unified Contact Center Hosted 12

    Cisco Unified Intelligent Contact Manager Enterprise 13

    Cisco Unified IP IVR 13

    Cisco Unified Customer Voice Portal 14

    Other Voice Components 15

Summary 16

Chapter 2 Platform Architecture 17

General Cisco Unified Contact Center Architecture 17

    Router 18

    Logger 18

    Administrative Workstation/Real-Time Distributor and Client AW 18

    Historical Data Server 19

    Peripheral Gateway 20

    CTI Server (Including CTI Object Server) 21

    Reporting (WebView and CUIC) 21

    Network Interface Controller 22

Cisco UCCE 23

Cisco UICM 23

Cisco UCCH 24

Platform Redundancy 25

Summary 27

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