Cisco Unified Contact Center Enterprise (UCCE) (Paperback)

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 sequence

·                      Design, implement, and deliver unified CM/IP IVR solutions

·                      Set up and efficiently manage UCCE databases

·                      Make the most of UCCE’s reporting tools

·                      Create advanced applications with Data-Driven Routing

·                      Effectively maintain any UCCE deployment, including older versions

·                      Use a best-practice methodology for troubleshooting, and master valuable, little-known Cisco diagnostic tools

This IP communications book is part of the Cisco Press® Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network
solutions for increased productivity.

《Cisco Unified Contact Center Enterprise (UCCE)》

這本書是一本完整指南，提供了管理UCCE環境的技巧、訣竅、最佳實踐和經驗教訓。

Cisco Unified Contact Center Enterprise (UCCE)整合了多個組件，可以滿足廣泛的業務需求。在這本書中，經驗豐富的Cisco UCCE顧問Gary Ford匯集了您在任何環境中配置和管理UCCE所需的所有指導。

作者深入探討了UCCE的企業版和托管版，從管理員的角度介紹了如何執行關鍵的UCCE任務以及它們的工作原理。他全面涵蓋了應用程式配置、代理商、腳本、IVR、撥號計劃、UCM、錯誤處理、報告、指標和許多其他關鍵主題。

您將找到經過驗證的標準化配置示例，幫助消除錯誤並減少停機時間，以及幾個實際配置的逐步操作指南，以及對監控和故障排除UCCE系統的全面覆蓋。

《Cisco Unified Contact Center Enterprise (UCCE)》是一本不可或缺的資源，可幫助您可靠且高效地部署和運營UCCE系統。

Gary Ford在與世界上最大的系統整合公司、Cisco ATP和客戶一起設計、部署和維護Cisco電話和聯絡中心解決方案方面已有超過13年的經驗。他在1997年首次接觸到聯絡中心，當時在英國電信（BT）擔任測試工程師，負責將GeoTel ICR平台整合到BT的核心電話網絡中。在Cisco收購GeoTel後，Ford的角色擴展到包括更廣泛的Cisco聯絡中心和統一通信咨詢。他擁有計算機系統工程學學士學位、特許工程師的地位以及幾項Cisco、Microsoft和商業相關的專業資格。

· 瞭解Cisco Unified Contact Center產品組合和平台架構
· 選擇適合您環境的單站點、多站點或集群部署模型
· 採用UCCE部署和應用程式配置的生命周期服務方法，包括準備、規劃、設計和實施
· 實施傳統、當代和下一代呼叫路由
· 掌握最新的呼叫流程腳本的最佳實踐
· 瞭解UCCE的節點和分佈式處理，並建立乾淨的系統啟動順序
· 設計、實施和提供統一CM/IP IVR解決方案
· 設置並有效管理UCCE數據庫
· 充分利用UCCE的報告工具
· 使用數據驅動路由創建高級應用程式
· 有效維護任何UCCE部署，包括舊版本
· 使用疑難解答的最佳實踐方法，並掌握寶貴的、鮮為人知的Cisco診斷工具

這本IP通信書是Cisco Press®系列的一部分。