Cisco Unified Customer Voice Portal: Building Unified Contact Centers (Paperback)

Cisco Unified Customer Voice Portal

Building Unified Contact Centers

Rue Green, CCIE^® No. 9269

The definitive guide to deploying Cisco Unified Customer Voice Portal IVRs in any contact center environment

Thousands of companies are replacing legacy ACD/TDM-based contact centers with pure IP-based unified contact center solutions. One of these solutions is quickly earning market leadership: Cisco Unified Customer Voice Portal (CVP). Now, one of the leading Cisco CVP experts brings together everything network and telephony professionals need to successfully implement production Interactive Voice Response (IVR) solutions with CVP: architectural guidelines, deployment best practices, detailed insights for design and sizing, and more.

CCIE Rue Green guides you through designing unified contact centers with CVP, and deploying proven infrastructures to support your designs. The author first explains CVP’s architecture, outlining its key advantages and opportunities for integration and illuminating the design challenges it presents. Next, he guides you through addressing each of these challenges, covering all CVP components and tools and offering detailed insights available in no other book.

Using this book’s detailed working configurations and examples, you can minimize configuration errors, reduce downtime, strengthen monitoring, and drive maximum value from any CVP-based unified call center solution.

Rue Green, CCIE No. 9269 (Routing & Switching and Voice), CISSP, MCSE, MCITP is a Technical Leader for the Customer Collaboration Service Line within Cisco Advanced Services, where he focuses on unified contact center architectures and deployment methodologies. He currently acts in a delivery architect role for Unified CVP, Unified ICM, and Cisco Unified Communications Manager for Unified Contact Center Solutions. He has spent the last 21 years working within different roles related to the architecture, design, and implementation of large voice and data networks, including several years working with complex contact center solutions. 

·         Discover CVP’s powerful capabilities and advantages

·         Understand how CVP’s components fit together into a unified architecture

·         Utilize CVP native components: Call Server, VXML Server, Reporting Server, Operations Console Server, and Cisco Unified Call Studio

·         Integrate non-native components such as IOS devices, Unified ICM, UCM, content load balancers, and third-party servers

·         Choose the right deployment model for your organization

·         Implement detailed call flows for Standalone, Call Director, Comprehensive, and VRU-only deployment models

·         Design Unified CVP for high availability

·         Efficiently deliver media via streaming, caching, and other techniques

·         Address crucial sizing, QoS, network latency, and security considerations

·         Successfully upgrade from older versions or H.323 platforms

·         Isolate and troubleshoot faults in native and non-native CVP components

·         Design virtualized Unified CVP deployments using UCS

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 Customer Voice Portal
建立統一聯繫中心

Rue Green, CCIE® No. 9269

這本書是部署Cisco Unified Customer Voice Portal (CVP)互動語音回應(IVR)在任何聯繫中心環境中的權威指南。數千家公司正在將傳統的ACD/TDM聯繫中心替換為純IP統一聯繫中心解決方案，其中一個解決方案迅速贏得市場領導地位：Cisco Unified Customer Voice Portal (CVP)。現在，一位領先的Cisco CVP專家匯集了網絡和電話專業人員成功實施CVP生產IVR解決方案所需的一切：架構指南、部署最佳實踐、設計和規模化的詳細見解等。

CCIE Rue Green將指導您設計具有CVP的統一聯繫中心，並部署經過驗證的基礎架構來支持您的設計。作者首先解釋了CVP的架構，概述了其主要優勢和整合機會，並闡明了它所帶來的設計挑戰。接下來，他將指導您解決這些挑戰，涵蓋所有CVP組件和工具，並提供其他書籍中沒有的詳細見解。

通過本書的詳細工作配置和示例，您可以減少配置錯誤，減少停機時間，加強監控，並從任何基於CVP的統一呼叫中心解決方案中獲得最大價值。

Rue Green, CCIE No. 9269 (路由和交換和語音), CISSP, MCSE, MCITP，是Cisco Advanced Services中客戶協作服務線的技術領導者，他專注於統一聯繫中心架構和部署方法論。他目前在統一CVP、統一ICM和Cisco統一通信管理器的交付架構師角色中擔任職務，為統一聯繫中心解決方案提供支持。在過去的21年中，他一直在不同的角色中工作，涉及大型語音和數據網絡的架構、設計和實施，包括幾年與複雜的聯繫中心解決方案合作。

· 發現CVP的強大功能和優勢
· 了解CVP的組件如何組合成統一架構
· 利用CVP的本地組件：呼叫服務器、VXML服務器、報告服務器、操作控制台服務器和Cisco統一呼叫工作室
· 整合非本地組件，如IOS設備、統一ICM、UCM、內容負載均衡器和第三方服務器
· 為您的組織選擇合適的部署模型
· 實施獨立、呼叫導向、綜合和僅VRU部署模型的詳細呼叫流程
· 為高可用性設計統一CVP
· 通過流式媒體、緩存和其他技術有效地傳遞媒體
· 解決關鍵的規模、QoS、網絡延遲和安全性考慮
· 成功從舊版本或H.323平台升級
· 隔離和排除本地和非本地CVP組件的故障
· 使用UCS設計虛擬化的統一CVP部署

這本IP通信書是Cisco Press®的一部分。