Cisco Unified Contact Center Enterprise (UCCE)
About this ebook
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 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.
· 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.
Ratings and reviews
About the author
About the Author
For more than 13 years, Gary Ford has been privileged to work for many large systems
integration companies, Cisco Advanced Technology Partners, and end customers, designing,
deploying and maintaining Cisco telephony and contact center solutions. His introductory
role to contact centers started 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. Over the following years, Cisco acquired GeoTel and rapidly transformed the
ICR product set to include solutions from other Cisco acquisitions and a great deal of inhouse
innovation. His role has changed over the years from test engineer to contact center
and unified communications consultant. Gary spends much of his time designing and
deploying Cisco unified communications solutions for a wide range of customers. Gary
also 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.
About the Technical Reviewers
Carlos Gonzales, manager of Software Development Engineering, is one of the technical
managers in the Customer Contact Business Unit in Boxborough, Massachusetts, where
he has been working as an engineering manager for the past year. In his current role, he is
involved in quality assurance testing, release engineering, and systems engineering activities
with respect to the customer contact applications. Before becoming a manager, he
held a software engineer and technical leader position for seven years in the Voice
Technology Group Solution Test team focused on solution-level testing of UCCE, CVP,
CUCM, CUP, CUSP, CTIOS, CAD, UCS, Outbound in Standalone, Distributed, CoW,
and Parent/Child deployment models. During his tenure as an engineer, he had the privilege
of leading and participating in validating the UCCE system in an end-to-end Cisco
solution, as documented in the Cisco validated design guides (aka SRND). Currently, as a
manager on the CCBU team, he has been privileged to work with UCCE development,
test, and field engineers in deploying UCCE in a UCS, VMware, and EMC data center
environment. Carlos holds a bachelor’s degree in computer science and is the recipient of
multiple Cisco, Microsoft, and VMware certifications in addition to more than 15 years
in the networking industry.
Alan Quinn, NCE Advanced Services Europe, is one of the senior consulting engineers in
the Unified Customer Contact team in London, U.K. In his current role, he is involved in
developing Contact Center as a Service (CCaaS) that includes Hosted UCCE, CVP, and
CUCM; the solution is to be built on UCS technology. Before joining Cisco as an NCE,
he held a position with a large European service provider as customer design authority
for five years. This role focused on planning, designing, implementation, and operation of
large contact center solutions that used the NAM/CICM deployment model. Alan has
more than 14 years of experience in the communications industry and holds several
Cisco voice certifications.
