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642-164 - Unified Contact Center Express and Unified IP/IVR (UCCXD) v 1.1 - BrainDump Information

Vendor Name : Cisco
Exam Code : 642-164
Exam Name : Unified Contact Center Express and Unified IP/IVR (UCCXD) v 1.1
Questions and Answers : 101 Q & A
Updated On : February 20, 2019
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642-164 exam Dumps Source : Unified Contact Center Express and Unified IP/IVR (UCCXD) v 1.1

Test Code : 642-164
Test Name : Unified Contact Center Express and Unified IP/IVR (UCCXD) v 1.1
Vendor Name : Cisco
Q&A : 101 Real Questions

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Cisco Unified Contact Center Express

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carrier company takeaway: Cisco Unified Communications manager (CUCM) is the call routing and signaling component of the Cisco Unified Communications answer. This component to the chapter excerpt from the publication implementing Cisco Unified Communications manager, half 1 will deliver a top level view of the new facets, as smartly because the skills quintessential to install, configure and install a Cisco Unified Communications solution.

download the .pdf of the chapter right here.

Cisco Unified Communications (UC) is an IP-based communications system integrating voice, video, information, and mobility products and purposes. It allows for greater positive, secure communications and can transform the manner wherein we speak. UC represents a communications paradigm shift like that of the invention of the telegraph. UC removes the geographic boundaries of beneficial communications through the use of voice, video, and facts integration. company can be carried out with a fluidity that progresses and evolves with you. information has been at our fingertips for a long time, but UC allows the sharing of this information to create capabilities and value.

Cisco UC is part of an integrated solution that contains network infrastructure, protection, mobility, community administration products, lifecycle functions, bendy deployment and outsourced management options, conclusion-user and partner financing programs, and third-birthday party verbal exchange purposes.

Cisco UC can significantly change the bottom line of enterprise by using growing more useful communications with out losing the own nature of a face-to-face conversation. greater positive conversation results in reduced time to market and nimble transformation of enterprise strategies via collaboration.

Cisco UC solution ComponentsThe Cisco UC approach encompasses voice, video, and facts site visitors inside a single network infrastructure. Cisco UC equipment is capable of managing all three traffic varieties and interfacing with all standards-based network protocols.

Cisco IP Communications represents a brand new manner of providing UC functionality to enterprise customers. instead of providing a set of disjointed items with individual liberate dates, trying out methodology, and documentation, Cisco UC is a coordinated free up of an integrated set of products which are proven, documented, and supported as a equipment.

determine 1-1 illustrates the 4 general layers of the Cisco UC voice infrastructure model and the add-ons that make up the layers.

The accessories of the general layers are as follows:

  • Infrastructure layer: The infrastructure includes routers, switches, and voice gateways. The infrastructure layer consists of information, voice, and video between all network devices and purposes. this residue also offers excessive availability, management, quality of carrier (QoS), and network security.
  • name control layer: The name control layer offers for name processing, gadget handle, and administration of the dial plan and contours. name handle will also be offered through a CUCM, CUCM specific, or CUCM enterprise edition (CMBE). This book specializes in the CUCM product, which is just about identical to the Cisco Unified CMBE. name processing is bodily independent from the infrastructure layer. as an instance, a CUCM, Cisco Unified CMBE, or CUCM categorical in San Jose can system call manage for a tool physically located in Chicago.
  • functions layer: functions are independent from call-control features and the physical voice-processing infrastructure. functions, including these listed right here, are integrated through IP, which makes it possible for the purposes to live any place within the network:
  • Voice mail, built-in messaging, and unified messaging functions are provided via Cisco cohesion, Cisco solidarity specific, or Cisco team spirit Connections products.
  • Contact centers of a number of sizes will also be built with Cisco Unified Contact center and Cisco Unified Contact center express.
  • Cisco Unified MeetingPlace and MeetingPlace categorical are medium- to colossal-scale conferencing servers that assist video integration. The MeetingPlace product integrates lecture-trend conferences with scalable collaboration and manage tools. Cisco Unified MeetingPlace categorical is placed to the small to medium-sized enterprises. MeetingPlace categorical is the successor of the Cisco convention Connection server.
  • Cisco Emergency Responder (ER) enhances the current emergency performance provided by using CUCM. Cisco ER offers actual location updates for mobile contraptions to make sure that emergency calls to the general public defense answering point (PSAP) are appropriately routed to the PSAP in cost of emergency requires that web page. Cisco ER identifies the caller place and maps all calls from that actual place to an emergency line identification quantity (ELIN) by using typical computerized quantity identification (ANI)/caller identification (CLID). The ELIN is registered with the PSAP as an Emergency Response place (ERL). Deploying this potential helps make sure more positive compliance with felony or regulatory duties, thereby reducing the lifestyles and liability dangers regarding emergency calls.
  • The Cisco Unified Presence server collects counsel about the availability and communications capabilities of a person and offers this guidance to watchers of the person as a status indication. The repute guidance includes the person's communications machine availability. for example, the consumer may be obtainable by way of phone, video, net collaboration, or videoconferencing.
  • standard protocol interfaces, including Telephony utility Programming Interface (TAPI), Java Telephony software Programming Interface (JTAPI), fundamental Object entry Protocol (cleaning soap), Q.SIG, H.323, Media Gateway manage Protocol (MGCP), and Session Initiation Protocol (SIP) can be found to assist third-celebration applications.
  • Endpoints layer: The endpoints layer brings applications to the person, whether the conclusion gadget is a Cisco IP mobile, a pc the use of a software-based cell, or a communications client or video terminal. Cisco UC offers multiprotocol support for Skinny customer handle Protocol (SCCP), H.323, MGCP, and SIP.
  • Cisco UC community

    The Cisco UC system provides thoroughly built-in communications, converging voice, video, and facts over a single network infrastructure the use of standards-based mostly protocols. The Cisco UC gadget delivers unparalleled efficiency and capabilities to address latest and emerging communications needs in the business ambiance, as illustrated via the community topology in figure 1-2.

    The Cisco UC product suite is designed to optimize functionality, cut back configuration and upkeep necessities, and supply interoperability with a lot of different applications. It offers this ability whereas maintaining excessive availability, QoS, and safety.

    The Cisco UC gadget integrates right here main communications technologies:

  • IP telephony: IP telephony refers to know-how that transmits voice communications over a community using IP necessities. Cisco UC contains a wide array of hardware and utility items comparable to name-processing brokers, IP phones, voice-messaging methods, video instruments, conferencing, and a lot of different functions.
  • client contact core: Cisco Unified Contact center items are a mix of method and architecture to revolutionize call center environments. Cisco Unified Contact center promotes effective and effective customer communications across tremendous networks through enabling businesses to attract from a broader range of components to carrier purchasers. These elements include access to a huge pool of brokers and dissimilar channels of verbal exchange and consumer self-help tools.
  • Video telephony: The Cisco Unified Video skills items allow actual-time video communications and collaboration the usage of the same IP network and phone-processing agent as Cisco UC. Cisco Unified Video potential doesn't require special conclusion-consumer training. Video calling with Cisco Unified Video capabilities is as easy as dialing a cellphone quantity.
  • wealthy-media conferencing: Cisco Unified MeetingPlace creates a virtual assembly environment with an built-in set of IP-primarily based tools for voice, video, and net conferencing.
  • Third-birthday celebration purposes: Cisco works with main-side groups to deliver the broadest preference of innovative third-birthday party IP communications functions and items focused on vital company wants comparable to messaging, consumer care, and body of workers optimization.
  • CUCM FunctionsCUCM extends enterprise telephony facets and services to packet telephony network contraptions. These packet telephony network instruments include Cisco IP telephones, mediaprocessing gadgets, VoIP gateways, and multimedia functions. additional information, voice, and video capabilities, equivalent to converged messaging, multimedia conferencing, collaborative contact centers, and interactive multimedia response systems, interact with the IP telephony solution during the CUCM utility programming interface (API).

    CUCM provides these features:

  • call processing: call processing refers back to the comprehensive process of originating, routing, and terminating calls, including any billing and statistical assortment approaches.
  • Signaling and device handle: CUCM units up the entire signaling connections between call endpoints and directs contraptions such as phones, gateways, and conference bridges to set up and tear down streaming connections. Signaling is also known as name manage and speak to setup/name teardown.
  • Dial plan administration: The dial plan is a set of configurable lists that CUCM uses to perform name routing. CUCM is liable for digit evaluation of all calls. CUCM allows for users to create scalable dial plans.
  • phone function administration: CUCM extends capabilities equivalent to dangle, transfer, forward, conference, speed dial, redial, call park, and a lot of different facets to IP telephones and gateways.
  • directory capabilities: CUCM uses its personal database to shop user guidance. consumer authentication is performed in the neighborhood or towards an exterior directory. directory synchronization makes it possible for for centralized user management. directory synchronization makes it possible for CUCM to leverage users already configured in a company-wide listing. Microsoft energetic listing (2000 and 2003), Netscape 4.x, iPlanet 5.1, and sun ONE 5.2 listing integrations are supported. The native CUCM database is a lightweight listing access Protocol (LDAP)-compliant database (LDAPv3) part within the IBM Informix Database Server (IDS).
  • Programming interface to exterior purposes: CUCM offers a programming interface to external functions equivalent to Cisco IP SoftPhone, Cisco IP Communicator, Cisco Unified IP Interactive Voice Response (IP IVR), Cisco very own Assistant, Cisco Unified very own Communicator, and CUCM Attendant Console.
  • Backup and restore tools: CUCM gives a catastrophe healing equipment (DRS) to returned up and repair the CUCM configuration database. The DRS device additionally backs up call particulars information (CDR), call management facts (CMR), and the CDR evaluation and Reporting (motor vehicle) database.
  • determine 1-3 shows IP telephones that logically register with one of the vital CUCMs within the cluster. distinctive CUCM servers share one database, and the mobilephone continues an active connection to each the simple and backup CUCM server. The figure shows the cellphone's logical TCP/ IP connections to the basic server.

    CUCM Signaling and Media Paths

    CUCM uses SIP or SCCP to communicate with Cisco IP phones for call setup and teardown and for supplementary service projects. After a call has been set up, media change happens at once between the Cisco IP phones across the IP network, the usage of the actual-Time Transport Protocol (RTP) to carry the audio. CUCM is not worried in a name after the call has been deploy. If the CUCM server had been unplugged all through the duration of the call, clients would not be aware unless they tried to use a feature on the telephone. CUCM is involved best in name setup, teardown, and contours. If the CUCM server that deploy the name had been down all the way through a conversation, conclusion users would see a message indicating "CM Down, elements Disabled" on the lcd display of the IP mobilephone.

    instance: simple IP Telephony name

    figure 1-four illustrates a user at cellphone A inserting a name to phone B. initially of a call, a user at IP cell A picks up the handset, and a message is sent to CUCM letting CUCM understand that the machine has long past off-hook. CUCM responds to this stimulus via replying with a message that tells the gadget to play the dial tone file it really is saved within the flash memory of the cell. The consumer at mobilephone A hears the dial tone and starts off dialing the mobile variety of telephone B. SCCP phones send their digits to CUCM as they're pressed (digit by way of digit), whereas SIP telephones ship their dialed digits in a single message (enbloc signaling) through default. SIP phones have alternate options that permit them to behave in a similar way to SCCP telephones (Keypad Markup Language [KPML] and dial guidelines). CUCM performs digit evaluation in opposition t the dialed digits. If a healthy is found, CUCM routes the call per its configuration. If CUCM does not find a healthy, a reorder tone is sent to the calling celebration.

    CUCM signals the calling birthday party to provoke ringback, so the user at mobilephone A will hear the ringback tone. CUCM also indicators the name to the destination telephone, which performs the ringdown tone. additional info is supplied to the telephones to point out the calling and known as birthday party identify and quantity. (telephone A will reveal the destination gadget name and number, and make contact with B will exhibit the calling birthday celebration identify and number.)

    When the person at mobile B accepts the call, CUCM sends a message to the gadgets allowing them to know the IPv4 socket (IPv4 tackle and port number) guidance wherein they should still communicate throughout the call. The RTP media direction opens directly between the two phones.

    The Cisco IP telephones require no additional verbal exchange with CUCM unless either telephone invokes a characteristic, akin to call transfer, call conferencing, or name termination.

    imposing Cisco Unified Communications supervisor, part 1  Cisco Unified Communications manager architecture Introduction  CUCM Overview  CUCM Hardware, application, and Clustering  CUCM Licensing  abstract  CUCM overview Quiz 

    Reproduced from the e-book imposing Cisco Unified Communications manager, half 1. Copyright 2008, Cisco programs, Inc.. Reproduced with the aid of permission of Pearson training, Inc., 800 East 96th highway, Indianapolis, IN 46240.


    DKSH and Cisco radically change the consumer provider experience in Malaysia | killexams.com Real Questions and Pass4sure dumps

    KUALA LUMPUR, Malaysia, 03 October 2013 – DKSH Malaysia, the main Market enlargement functions provider within the nation, has carried out Cisco® Unified Contact middle categorical solutions to enhance the client service experiences for his or her company Unit Healthcare. The solution will streamline contact middle management and strategies for brokers at DKSH enticing with their pharmaceutical, clinical machine and client health valued clientele.

    the use of Cisco Unified Contact center specific gives DKSH with stronger consumer journey with complete contact administration and sophisticated call routing capabilities. Cisco Unified Contact middle express also comprises an embedded reporting solution that offers a complete view of contact core facts at a look.

    handy to deploy and use, Cisco Unified Contact center specific can provide a incredibly comfy, virtual, and sophisticated client interaction management answer for as much as 400 agents. It offers state-of-the-art developed-in interactive voice response means, and proactive consumer service for an more desirable customer journey with built-in outbound name management capabilities. Multichannel features include handling voice, e-mail, internet-chat and social media inquiries. The know-how implementation goals to improve agent productiveness and business consequences with precise-time monitoring of distribution and reporting; expanding client call decision with access to skilled technical counsel via instant messenger and chat services; and reducing dropped calls.

    The technology implementation goals to enrich agent productiveness and company results with actual-time monitoring of distribution and reporting; first call resolution with the help of chat points for professional technical tips; and reducing dropped calls.

    Spokesperson charges:

  • Marc Franck, vp business Unit Healthcare, DKSH Malaysia
  • "DKSH is the leading Market growth features company in Malaysia and our employees operate a data-primarily based company model and act as route-to-market specialists to provide market perception, advertising and marketing and sales in addition to physical distribution supported via a leading-side IT platform. it's our commitment to clients and customers to make use of know-how to enhance operational efficiency and effectiveness with the intention to help them grow their company. With Cisco Unified Contact center express, we aim to customise consumer provider experience to convey bigger productiveness and a much broader aggressive area for us in Malaysia."

  • Irving Tan, vice chairman for Cisco in ASEAN
  • "DKSH is leading the style in the market growth capabilities industry in Malaysia by using connecting the unconnected – the place know-how is leveraged to raise operational efficiency, lessen guide expenses, and improve availability possibility administration. here's specifically vital in a market like Malaysia, where advantage-workers are the backbone of consumer assist, because the country transforms right into a related logistics hub."

    About DKSH

    DKSH is the main Market enlargement functions issuer with a focus on Asia. because the time period "Market expansion capabilities" suggests, DKSH helps different organizations and brands to grow their enterprise in new or existing markets.

    Publicly listed on the SIX Swiss trade on the grounds that March 2012, DKSH is a worldwide business headquartered in Zurich. With 680 business locations in 35 countries – 660 of them in Asia – and 26,300 really good workforce, DKSH generated web income of CHF eight.eight billion in 2012.

    DKSH business Unit Healthcare is the leading Market growth services issuer for healthcare corporations looking for to grow their business in Asia. custom-made choices comprise registration and market entry reviews in addition to importation, customs clearance, advertising and marketing and revenue to physical distribution, invoicing and money collection. items obtainable via DKSH Healthcare consist of moral pharmaceuticals, consumer fitness, over-the-counter (OTC), in addition to medical devices.

    With 150 enterprise places in 13 nations and round 9,000 really expert team of workers, enterprise Unit Healthcare serves over 160,000 shoppers and generated net income of round CHF 3.7 billion in 2012.

    About DKSH Malaysia

    DKSH Malaysia is an operation within the DKSH community, offering DKSH's purchasers and valued clientele a finished network of sales, marketing, logistics, and distribution functions, in addition to neatly-centered deep local relationships developed when you consider that its institution in 1923 in Malaysia. It is one of the oldest and greatest Market growth services suppliers within the country, serving 130 brand house owners, 13,000 customers and using a staff of over 3,000 really good body of workers.

    About Cisco

    Cisco (NASDAQ: CSCO) is the worldwide chief in IT that helps corporations seize the opportunities of tomorrow through proving that dazzling things can happen if you happen to join the previously unconnected. For ongoing information, please go to http://thenetwork.cisco.com. Cisco products are provided in Malaysia through the channel partners of Cisco programs foreign B.V. and Cisco overseas restricted, every being a unconditionally owned subsidiary of Cisco techniques, Inc.

    ###

    Cisco and the Cisco brand are logos or registered emblems of Cisco and/or its affiliates within the U.S. and other international locations. a listing of Cisco's emblems may also be discovered at www.cisco.com/go/emblems. Third-birthday party trademarks mentioned are the property of their respective owners. using the note partner doesn't indicate a partnership relationship between Cisco and some other business.

     

    Contact center solutions Featured Article | killexams.com Real Questions and Pass4sure dumps

    August 05, 2010

    Cisco lately launched a consumer case analyze  that highlighted a grocery store chain that become in a position to give enhanced client provider by way of leveraging the company’s IP Telephony and Unified Communications “UC” solutions.

    The supermarket chain, owning a hundred and fifty shops in the eastern united states and with a body of workers of well-nigh 27,000 employees, realized that it became dropping cash given that several analog-based key techniques in its stores and distribution centers had been offered through different providers all with high preservation charges.

    additionally, varied contracts had been making the cell alternatives much less constructive. furthermore, pals moving from save to shop had to be retrained on a brand new system for every place.

    consequently, the grocery store chain business determined to set up a single Cisco collaborative communications solution in each and every new store to incrementally standardize the system. The company deployed Cisco’s Unified Communications for Retail and other solutions.

    This chain of supermarkets has relied on Cisco networking applied sciences previous as well to construct enterprise and increase client relationships all over its increasing stores. The supermarket chain company had deployed Cisco’s voice-over-IP technologies in 2003 and changed into an early person of side routing. For superior customer carrier, the business determined to change to an IP telephony solution in keeping with a converged network.

    based on Cisco’s consumer case look at document, the retail chain enterprise carried out Cisco’s Unified Communications for Retail to enrich flexibility, reduce mobile costs via standardizing the system across the shops, and improving productiveness by means of providing information without delay to worker on demand.

    The retail chain company leveraged Cisco’s routing and switching items, similar to Cisco 2811 collection integrated services Routers, Cisco Catalyst 6500 series switches, Cisco Catalyst 3750 and 3560 collection switches, Cisco ONS 15500 collection optical switches; and Cisco’s voice and Unified Communications options comparable to Cisco 7960, 7940, and 7905 series IP telephones, Cisco Unified Communications supervisor specific, Cisco Unified Contact core express, Cisco cohesion express.

    according to the consumer case examine record, the increased reporting capabilities for call middle statistics of Unified Contact core have helped the business make extra recommended decisions about call core operations. This resulted in more suitable efficiency and availability.

    For mobilephone administration, the business relied on Cisco unity specific, a community module of the Cisco collaborative communications portfolio designed specifically to give mobile capabilities to each and every save.

    With the support of Cisco unity express, the business turned into able to facilitate its employees with cost effective messaging and greeting functions, mobilephone prompts, and a straightforward-to-use GUI for voice mail and auto- attendant capabilities.

    eventually, the supermarket chain business now has an enhanced company photograph, superior consumer carrier, more suitable worker reporting, and increased charge efficiency, as a result of Cisco’s Networking solutions. 

    Jayashree Adkoli is a contributing editor for ContactCenterSolutions. To study extra of Jayashree's articles, please visit her columnist web page.

    Edited via Stefania Viscusi


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