Cisco Unified Customer Voice Portal: Building Unified Contact Centers

Summary

In this chapter you examined three important topics:

• Sizing

• Networking

• Security

The intent for each was to boil the painful details down into content that is important to present but not overwhelming to comprehend.

Beginning with some magic regarding sizing, you examined some simple approaches to calculating the call volumes for a contact center. When armed with those call volumes, applying them to individual Unified CVP components allowed for a direct correlation between those call volumes and the sizing exercises required for native and non-native components.

This chapter also covered networking issues such as quality of service and network latency considerations. Although the best practice is to keep network latency within acceptable ...