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Cisco Unified Contact Center Enterprise (UCCE) by Gary Ford

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Chapter 15. Management and Administration

This chapter covers the following subjects:

• Roles of platform management and application administration

• Implementing backup procedures

• Real-time platform monitoring

After a Cisco Unified Contact Center Enterprise (UCCE) platform has been installed and is processing live call traffic, the deployment has transitioned into a fully operational state and is now typically supported by the end customer’s IT department, with the Cisco partner providing third-line support.

With a large-scale deployment (for example, a service provider’s hosted platform), several operational support teams can work together to manage the various different elements of the deployment. Each team can have a tightly defined role ...

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