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Cisco Unified Contact Center Enterprise (Ucce) (IP Communications)

by

Cisco Unified Contact Center Enterprise (Ucce) (IP Communications) Cover

 

Synopses & Reviews

Publisher Comments:

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.

 

Book News Annotation:

This collection of management strategies, best practices, and developed engineers' notes provides enterprise communications managers with valuable information for efficient operation of the Cisco Unified Contact Center Enterprise (UCCE) telephony and data communications software. Beginning with an overview of product features, the work covers topics such as platform architecture, deployment strategies, application configuration, call routing, call flow scripting, reports and analysis, nodes and processes, IVR system integration, data-driven routing, and management and administrations policies. Chapters provide detailed real world examples and include numerous illustrations, tips and tricks. Ford is an experienced Cisco UCCE consultant and administrator. Annotation ©2011 Book News, Inc., Portland, OR (booknews.com)

Synopsis:

Cisco Cisco Unified Contact Center Enterprise (UCCE) is a complex product that integrates multiple components and can serve a wide spectrum of business requirements. As a result, UCCE can be challenging to configure. In this book, one of the world's most knowledgeable Cisco UCCE consultants brings together all the guidance engineers need to optimally configure and manage UCCE in any environment. The author shares in-depth knowledge that would otherwise only be gained through many years of deployment and troubleshooting. Readers will find: " Multiple standardized and proven configuration examples that eliminate errors and reduce downtime " Step-by-step walkthroughs of several actual configurations " Solutions for application and agent configuration, scripting, IVR, dial planning, Unified Communications Manager (UCM), error handling, backup, and reporting " Comprehensive, detailed coverage of monitoring and troubleshooting UCCE infrastructure " Expert guidance on using powerful monitoring tools that are inadequately documented elsewhere This book will save readers valuable time and effort throughout platform deployment - and in support and maintenance throughout the life of the system.

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.

Table of Contents

Introduction

1. UCCE Overview

2. Platform Architecture

3. Deployment Models

4. Platform Operating Systems and Patching

5. Cisco UCCE Components and Roadmap

6. Core Platform Configuration Examples

7. Application Configuration

8. Agent Configuration

9. Call Scripting

10. Advanced Scripting

11. IVR

12. Dial Plans

13. Unified Communications Manager

14. Error Handling

15. Reporting

16. Platform Management

Product Details

ISBN:
9781587141171
Author:
Ford, Gary, Jr.
Publisher:
Cisco Press
Author:
Ford, Gary
Subject:
Networking - General
Copyright:
Edition Description:
Trade paper
Series:
Networking Technology: IP Communications
Publication Date:
20110708
Binding:
TRADE PAPER
Language:
English
Pages:
312
Dimensions:
9.08 x 7.34 x 0.65 in 510 gr

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Cisco Unified Contact Center Enterprise (Ucce) (IP Communications) New Trade Paper
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Product details 312 pages Cisco Press - English 9781587141171 Reviews:
"Synopsis" by , Cisco Cisco Unified Contact Center Enterprise (UCCE) is a complex product that integrates multiple components and can serve a wide spectrum of business requirements. As a result, UCCE can be challenging to configure. In this book, one of the world's most knowledgeable Cisco UCCE consultants brings together all the guidance engineers need to optimally configure and manage UCCE in any environment. The author shares in-depth knowledge that would otherwise only be gained through many years of deployment and troubleshooting. Readers will find: " Multiple standardized and proven configuration examples that eliminate errors and reduce downtime " Step-by-step walkthroughs of several actual configurations " Solutions for application and agent configuration, scripting, IVR, dial planning, Unified Communications Manager (UCM), error handling, backup, and reporting " Comprehensive, detailed coverage of monitoring and troubleshooting UCCE infrastructure " Expert guidance on using powerful monitoring tools that are inadequately documented elsewhere This book will save readers valuable time and effort throughout platform deployment - and in support and maintenance throughout the life of the system.
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