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 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 (R) 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.show more

Product details

  • Paperback | 312 pages
  • 187.96 x 226.06 x 20.32mm | 521.63g
  • Pearson Education (US)
  • Cisco Press
  • Indianapolis, United States
  • English
  • 1587141175
  • 9781587141171
  • 1,402,166

About Gary Ford

About the AuthorFor more than 13 years, Gary Ford has been privileged to work for many large systemsintegration companies, Cisco Advanced Technology Partners, and end customers, designing,deploying and maintaining Cisco telephony and contact center solutions. His introductoryrole to contact centers started in 1997 while working for British Telecom (BT) asa test engineer tasked with integrating the GeoTel ICR platform into BT's core telephonynetwork. Over the following years, Cisco acquired GeoTel and rapidly transformed theICR product set to include solutions from other Cisco acquisitions and a great deal of inhouseinnovation. His role has changed over the years from test engineer to contact centerand unified communications consultant. Gary spends much of his time designing anddeploying Cisco unified communications solutions for a wide range of customers. Garyalso holds a bachelor's of engineering degree in computer systems engineering, the statusof Chartered Engineer, and several Cisco, Microsoft, and business-related professionalqualifications. About the Technical ReviewersCarlos Gonzales, manager of Software Development Engineering, is one of the technicalmanagers in the Customer Contact Business Unit in Boxborough, Massachusetts, wherehe has been working as an engineering manager for the past year. In his current role, he isinvolved in quality assurance testing, release engineering, and systems engineering activitieswith respect to the customer contact applications. Before becoming a manager, heheld a software engineer and technical leader position for seven years in the VoiceTechnology 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 privilegeof leading and participating in validating the UCCE system in an end-to-end Ciscosolution, as documented in the Cisco validated design guides (aka SRND). Currently, as amanager 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 centerenvironment. Carlos holds a bachelor's degree in computer science and is the recipient ofmultiple Cisco, Microsoft, and VMware certifications in addition to more than 15 yearsin the networking industry. Alan Quinn, NCE Advanced Services Europe, is one of the senior consulting engineers inthe Unified Customer Contact team in London, U.K. In his current role, he is involved indeveloping Contact Center as a Service (CCaaS) that includes Hosted UCCE, CVP, andCUCM; 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 authorityfor five years. This role focused on planning, designing, implementation, and operation oflarge contact center solutions that used the NAM/CICM deployment model. Alan hasmore than 14 years of experience in the communications industry and holds severalCisco voice certifications.show more

Table of contents

Introduction xi Chapter 1 Contact Center Overview 1Contact Center Characteristics 3Contact Channels 4Cisco Contact Center Features 5 Virtual Contact Center 5 Cisco Agent Desktop with Presence 5 CTI and CRM Integration 6 Agent Desktop Options 6 Cisco Unified Expert Advisor 7 Support for Remote and Mobile Agents 7 Self-Service and Call-Treatment Capabilities 8 Reporting 8 Management Portal 9Cisco Contact Center Portfolio 9 Cisco Unified Contact Center Express 11 Cisco Unified Contact Center Enterprise 11 Cisco Unified Contact Center Hosted 12 Cisco Unified Intelligent Contact Manager Enterprise 13 Cisco Unified IP IVR 13 Cisco Unified Customer Voice Portal 14 Other Voice Components 15Summary 16 Chapter 2 Platform Architecture 17General Cisco Unified Contact Center Architecture 17 Router 18 Logger 18 Administrative Workstation/Real-Time Distributor and Client AW 18 Historical Data Server 19 Peripheral Gateway 20 CTI Server (Including CTI Object Server) 21 Reporting (WebView and CUIC) 21 Network Interface Controller 22Cisco UCCE 23Cisco UICM 23Cisco UCCH 24Platform Redundancy 25Summary 27 Chapter 3 Deployment Models 29Single-Site 30Multisite with Centralized Call Processing 31Multisite with Distributed Call Processing 32Clustering over the WAN 33Factors to Consider When Choosing a Deployment Model 35Deployment Options 35 Enterprise/System UCCE 35 Parent/Child Deployment 36Real-World Deployments 37Summary 38 Chapter 4 UC Operating Systems 39Operating Systems in Use 40 MS Windows for Cisco Unified CM 40 Cisco Voice Operating System (VOS) 40MS Windows for UICM/UCCE 41 Bill of Materials (BOM) 41 Third-Party Software 41Learning About Updates 42Summary 42 Chapter 5 UCCE Road Map 43Cisco Software Product Lifecycle 43 Software Phases 43 Software Support Road Map 44 Platform Upgrades 45The Evolution of UCCE 46 GeoTel ICR 2.5 46 GeoTel ICR 3.0/4.0/4.1 48 ICM 4.5 48 Cisco ICM 4.6 48 Cisco ICM 5.0 49 Cisco IPCC 7.0 50 Cisco UCCE 7.5 50 Cisco UCCE 8.0 51 Cisco UCCE 8.5 51Summary 52 Chapter 6 UCCE Platform Deployment 53Lifecycle Services Approach 54Prepare and Plan 57Design 57 Software Versions 57 Platform Sizing 59 Platform Redundancy 60 Server Naming Conventions 60 Deployment Spreadsheet 61 Network Services 63 Databases 68 Cisco A2Q Process 69Implementation 71 Server Builds 71 Software Installation 72 Installation Order 74 Implementation Testing 79Summary 82 Chapter 7 UCCE Application Configuration 83Prepare 83 Requirements Capture 83 Capture Spreadsheets 84Implementation 84 Configuration Manager 85Summary 96 Chapter 8 Call Routing 97Call Routing Concepts 98 Carrier-Based Routing 98 Private Network Routing 101Traditional Call Routing 104Current-Generation Call Routing 105 Prerouting 105 Postrouting 107Next-Generation Call Routing 108 SIP Trunks 108Summary 111 Chapter 9 Call Flow Scripting 113Contact Center Call Flow 114 Contact Center Challenges 114 Call Script Development Lifecycle 115Call Scripting Best Practices 117 Total Cost of Ownership 117 Expect the Unexpected 118 Change Is Good 118 Tracking Change 119 Script Layout 121 Avoid Overoptimization 124 Meaningful Names 126 Comment Node 127 Use a Development Workstation 128 Custom Functions 129 Error Handling 130Summary 131 Chapter 10 Reporting 133Reporting Packages 134 Cisco WebView 136 Cisco Unified Intelligence Center 138 VIM Performance 140 Feature Comparison 142 Wallboards 142UCCE Reporting 145Reporting Notes 146 Reporting Terminology 146 General Reporting with Call Types 147 Call Queuing 149 Hiding Objects 149 Don't Mix and Match Reporting Entities 150 Wrap-Up Codes 150 Legacy Reports 151Summary 153 Chapter 11 Nodes and Processes 155UCCE Nodes 157 Logger 157 Router 158 Peripheral Gateway 160 Administrative Workstation 162 Common Processes 163 Support Tools Node Agent 164UCCE Nodes Startup Sequence 164UCCE Detailed Startup 166 Logger A 166 Router A 170 Peripheral Gateway A 172 Logger B 179 Peripheral Gateway B 181 Administrative Workstation 182Summary 183 Chapter 12 Unified CM and IVR 185Cisco Unified Communications Manager 185Cisco Unified IP Interactive Voice Response 186Cisco Unified Customer Voice Portal 186Integration with UCCE 187 Unified Communications Manager 187 UCCE with IP IVR 188 UCCE with CVP 189Cisco Unified Communications Manager 189 Cisco JTAPI 189 CTI Route Points 190 Agent Phone Settings 191 Partitions and Calling Search Spaces 192Queuing and Self-Service 192 CVP Versus IP IVR 196Cisco Unified IP IVR 197 IP IVR Call Flow 197 Cisco Unified CCX Editor 200 IP IVR Configuration 201Cisco Unified CVP 203Summary 206 Chapter 13 Data-Driven Routing 207What Can Be Achieved with Data-Driven Routing 208Data Lookup Options 210 Static Lookup 211 DB Lookup Node 211 Application Gateway 212 Within an IVR Application 212 Agent Desktop/CRM Integration 213Configuring UCCE Database Lookup 213 Step 1: Database Creation 213 Step 2: Enable the DB Worker Process 214 Step 3: Configuration Manager: Database Lookup Explorer 215 Step 4: Simple Call Script and Testing 216Summary 217 Chapter 14 UCCE Databases 219Relational Databases 219UCCE Databases 221 Database Purge 222Database Schema Overview 224SQL Queries 227 Finding a Call with a Specific ANI 228 Finding Unassigned Call Types 229 Listing the Most Popular Callers by ANI 229 Locating the Last Script Node 230 Locating Agents Against Agent Desk Settings 230 Finding DNs Associated with a Call Type 230 Agent State Trace 232Summary 233 Chapter 15 Management and Administration 235Platform Management 236 Potential Failures 236 Backups 238 Platform Monitoring 239Application Administration 245Summary 246 Chapter 16 Troubleshooting 247Fault Logging and Handling 248 Fault Logging 248 Cisco Technical Assistance Center (TAC) 250Troubleshooting Methodology 251UCCE Process Tracing 254 Setting Trace Levels 257Analysis Manager 258Support Tools 258Router Trace 260UCCE Command-Line Tools 262 dumplog Utility 263 opctest Utility 265 rttest Utility 269 procmon Utility 272UCCE Script Editor 273 Monitoring 273 Call Tracer 274Summary 275 Index 277show more

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