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Cisco Unified Contact Center Enterprise (UCCE) by Gary Ford

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Chapter 12. Unified CM and IVR

This chapter covers the following subjects:

• Integrating Cisco Unified Communications Manager (Unified CM), IP Interactive Voice Response (IVR), and Customer Voice Portal (CVP) with Unified Contact Center Enterprise (UCCE)

• Unified CM configuration specifics for UCCE

• IVR configuration and routing

The Cisco UCCE solution consists of four distinct components:

• Contact center routing engine, or central controller

• Unified Communications infrastructure

• Queuing and self-service platform

• Agent and supervisor desktop software

The focus of this chapter is to detail how the Unified Communications infrastructure and the queuing/self-service platforms integrate with the UCCE central controllers.

In a legacy environment, ...

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