Book description
Cisco Cisco Unified Contact Center Enterprise (UCCE) is a complex product that integrates multiple components and can serve a wide spectrum of business requirements. As a result, UCCE can be challenging to configure. In this book, one of the world's most knowledgeable Cisco UCCE consultants brings together all the guidance engineers need to optimally configure and manage UCCE in any environment. The author shares in-depth knowledge that would otherwise only be gained through many years of deployment and troubleshooting. Readers will find: " Multiple standardized and proven configuration examples that eliminate errors and reduce downtime " Step-by-step walkthroughs of several actual configurations " Solutions for application and agent configuration, scripting, IVR, dial planning, Unified Communications Manager (UCM), error handling, backup, and reporting " Comprehensive, detailed coverage of monitoring and troubleshooting UCCE infrastructure " Expert guidance on using powerful monitoring tools that are inadequately documented elsewhere This book will save readers valuable time and effort throughout platform deployment - and in support and maintenance throughout the life of the system.
Table of contents
- Title Page
- Copyright Page
- Dedications
- Contents at a Glance
- Contents
- About the Author
- About the Technical Reviewers
- Acknowledgments
- Icons Used in This Book
- Introduction
- Chapter 1. Contact Center Overview
- Chapter 2. Platform Architecture
- Chapter 3. Deployment Models
- Chapter 4. UC Operating Systems
- Chapter 5. UCCE Road Map
- Chapter 6. UCCE Platform Deployment
- Chapter 7. UCCE Application Configuration
- Chapter 8. Call Routing
- Chapter 9. Call Flow Scripting
- Chapter 10. Reporting
- Chapter 11. Nodes and Processes
- Chapter 12. Unified CM and IVR
- Chapter 13. Data-Driven Routing
- Chapter 14. UCCE Databases
- Chapter 15. Management and Administration
- Chapter 16. Troubleshooting
- Index
Product information
- Title: Cisco Unified Contact Center Enterprise (UCCE)
- Author(s):
- Release date: July 2011
- Publisher(s): Cisco Press
- ISBN: 9781587141416
You might also like
book
Practical Cisco Unified Communications Security
Master the foundations of modern Cisco Unified Communications (UC) system security This guide helps you build …
book
Configuring Cisco Unified Communications Manager and Unity Connection: A Step-by-Step Guide, Second Edition
The definitive, up-to-date guide to planning, configuring, and administering Cisco call processing and voice messaging. This …
video
Cisco 640-461 (ICOMM) Exam Training
In this Cisco 640-461 (ICOMM) Exam training course, expert author Greg Dickinson will teach you about …
book
Cisco Unified Computing System (UCS) (Data Center): A Complete Reference Guide to the Cisco Data Center Virtualization Server Architecture
The definitive guide to UCS and the Cisco ® Data Center Server: planning, architecture, components, deployment, …