Cisco Unified Contact Center Enterprise (UCCE)

Cisco Unified Contact Center Enterprise (UCCE)

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Cisco Unified Contact Center Enterprise (UCCE) The complete guide to managing UCCE environments: tips, tricks, best practices, and lessons learned 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 administratora€™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. Youa€™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. Am Understand the Cisco Unified Contact Center product portfolio and platform architecture Am Choose the right single-site, multi-site, or clustered deployment model for your environment Am Take a lifecycle services approach to UCCE deployment and application configuration-a€“including preparation, planning, design, and implementation Am Implement traditional, current-generation, and next-generation call routing Am Master the latest best practices for call flow scripting Am Understand UCCEa€™s nodes and distributed processes and build a clean system startup sequence Am Design, implement, and deliver unified CM/IP IVR solutions Am Set up and efficiently manage UCCE databases Am Make the most of UCCEa€™s reporting tools Am Create advanced applications with Data-Driven Routing Am Effectively maintain any UCCE deployment, including older versions Am Use a best-practice methodology for troubleshooting, and master valuable, little-known Cisco diagnostic tools This IP communications book is part of the Cisco PressAr 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.Gary Ford. As all the data is contained in a SQL relational database, a SQL query tool is required to retrieve data. ... Tip For older UCCE installations that use MS SQL Server 2000, the installation of SQL Server also installed MS Query Analyzer. ... It would be possible to do this by stepping through each agent in Agent Explorer, but this would take considerable manual effort. ... The AXL SQL Toolkit is available for download from each Unified CM server and contains several SQL.

Title:Cisco Unified Contact Center Enterprise (UCCE)
Author:Gary Ford
Publisher:Pearson Education - 2011-06-27


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