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642-243 - Unified Contact Center Enterprise Support - BrainDump Information

Vendor Name : Cisco
Exam Code : 642-243
Exam Name : Unified Contact Center Enterprise Support
Questions and Answers : 44 Q & A
Updated On : January 16, 2019
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642-243 exam Dumps Source : Unified Contact Center Enterprise Support

Test Code : 642-243
Test Name : Unified Contact Center Enterprise Support
Vendor Name : Cisco
Q&A : 44 Real Questions

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Cisco Cisco Unified Contact Center

Cisco Unified Communications supervisor Overview | killexams.com Real Questions and Pass4sure dumps

by: Dennis Hartmann

service company takeaway: Cisco Unified Communications supervisor (CUCM) is the name routing and signaling component of the Cisco Unified Communications solution. This component to the chapter excerpt from the ebook enforcing Cisco Unified Communications manager, part 1 will deliver a top level view of the brand new features, as smartly as the competencies essential to deploy, configure and deploy a Cisco Unified Communications answer.

download the .pdf of the chapter here.

Cisco Unified Communications (UC) is an IP-primarily based communications equipment integrating voice, video, information, and mobility items and functions. It permits more positive, at ease communications and can seriously change the way by which we communicate. UC represents a communications paradigm shift like that of the invention of the telegraph. UC gets rid of the geographic obstacles of positive communications through the use of voice, video, and statistics integration. business will also be performed with a fluidity that progresses and evolves with you. tips has been at our fingertips for a very long time, however UC makes it possible for the sharing of this advice to create abilities and cost.

Cisco UC is a part of an integrated answer that comprises community infrastructure, safety, mobility, community administration items, lifecycle services, bendy deployment and outsourced management alternate options, conclusion-consumer and accomplice financing applications, and third-celebration communication functions.

Cisco UC can vastly trade the bottom line of enterprise by way of developing more advantageous communications without losing the personal nature of a face-to-face conversation. more beneficial verbal exchange results in reduced time to market and nimble transformation of business methods through collaboration.

Cisco UC solution ComponentsThe Cisco UC method encompasses voice, video, and records traffic inside a single community infrastructure. Cisco UC equipment is able to managing all three traffic types and interfacing with all standards-based mostly community protocols.

Cisco IP Communications represents a new approach of providing UC performance to enterprise clients. in its place of providing a group of disjointed products with particular person unencumber dates, checking out methodology, and documentation, Cisco UC is a coordinated free up of an integrated set of products which are established, documented, and supported as a system.

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

The components of the standard layers are as follows:

  • Infrastructure layer: The infrastructure includes routers, switches, and voice gateways. The infrastructure layer contains facts, voice, and video between all network contraptions and applications. this residue also provides excessive availability, administration, first-class of provider (QoS), and community security.
  • name control layer: The name manage layer provides for call processing, machine handle, and administration of the dial plan and lines. call control will also be provided with the aid of a CUCM, CUCM specific, or CUCM business edition (CMBE). This publication makes a speciality of the CUCM product, which is pretty much identical to the Cisco Unified CMBE. call processing is physically independent from the infrastructure layer. as an example, a CUCM, Cisco Unified CMBE, or CUCM express in San Jose can process name handle for a device bodily determined in Chicago.
  • functions layer: functions are unbiased from name-manage capabilities and the physical voice-processing infrastructure. applications, including those listed right here, are built-in via IP, which makes it possible for the functions to reside any place inside the network:
  • Voice mail, integrated messaging, and unified messaging purposes are supplied through Cisco solidarity, Cisco team spirit categorical, or Cisco team spirit Connections items.
  • Contact facilities of quite a lot of sizes can be built with Cisco Unified Contact core and Cisco Unified Contact center categorical.
  • Cisco Unified MeetingPlace and MeetingPlace categorical are medium- to gigantic-scale conferencing servers that support video integration. The MeetingPlace product integrates lecture-fashion conferences with scalable collaboration and control equipment. Cisco Unified MeetingPlace express is placed to the small to medium-sized organisations. MeetingPlace express is the successor of the Cisco convention Connection server.
  • Cisco Emergency Responder (ER) enhances the present emergency functionality provided through CUCM. Cisco ER gives physical vicinity updates for cell instruments to ensure that emergency calls to the general public safeguard answering element (PSAP) are competently routed to the PSAP in cost of emergency calls for that web page. Cisco ER identifies the caller area and maps all calls from that actual region to an emergency line identification quantity (ELIN) through the use of average automated number identification (ANI)/caller identification (CLID). The ELIN is registered with the PSAP as an Emergency Response region (ERL). Deploying this capacity helps make certain more helpful compliance with criminal or regulatory tasks, thereby decreasing the life and liability hazards involving emergency calls.
  • The Cisco Unified Presence server collects advice concerning the availability and communications capabilities of a user and provides this information to watchers of the user as a status indication. The fame guidance contains the person's communications gadget availability. for instance, the person should be would becould very well be available by way of cell, video, net collaboration, or videoconferencing.
  • typical protocol interfaces, including Telephony utility Programming Interface (TAPI), Java Telephony utility Programming Interface (JTAPI), elementary Object entry Protocol (soap), Q.SIG, H.323, Media Gateway manage Protocol (MGCP), and Session Initiation Protocol (SIP) are available to aid third-birthday party functions.
  • Endpoints layer: The endpoints layer brings purposes to the person, whether the conclusion machine is a Cisco IP cell, a computer the usage of a utility-based cell, or a communications client or video terminal. Cisco UC offers multiprotocol guide for Skinny client control Protocol (SCCP), H.323, MGCP, and SIP.
  • Cisco UC network

    The Cisco UC device gives you entirely integrated communications, converging voice, video, and facts over a single community infrastructure using necessities-based protocols. The Cisco UC gadget provides unparalleled performance and capabilities to tackle existing and emerging communications needs within the enterprise ambiance, as illustrated through the community topology in determine 1-2.

    The Cisco UC product suite is designed to optimize functionality, cut back configuration and protection requirements, and provide interoperability with quite a lot of different functions. It provides this potential while protecting excessive availability, QoS, and security.

    The Cisco UC device integrates the following primary communications applied sciences:

  • IP telephony: IP telephony refers to know-how that transmits voice communications over a community the use of IP requirements. Cisco UC contains a wide array of hardware and utility items similar to name-processing agents, IP telephones, voice-messaging systems, video instruments, conferencing, and many different applications.
  • consumer contact center: Cisco Unified Contact core items are a combination of approach and structure to revolutionize name center environments. Cisco Unified Contact middle promotes productive and effective customer communications throughout large networks by using enabling businesses to draw from a broader range of elements to provider purchasers. These materials encompass entry to a huge pool of brokers and varied channels of communique and customer self-help equipment.
  • Video telephony: The Cisco Unified Video knowledge items permit true-time video communications and collaboration the use of the identical IP network and make contact with-processing agent as Cisco UC. Cisco Unified Video abilities doesn't require special end-user practising. Video calling with Cisco Unified Video competencies is as easy as dialing a cell quantity.
  • wealthy-media conferencing: Cisco Unified MeetingPlace creates a virtual assembly ambiance with an built-in set of IP-based equipment for voice, video, and web conferencing.
  • Third-birthday celebration purposes: Cisco works with leading-part agencies to deliver the broadest preference of resourceful third-birthday party IP communications functions and items focused on vital business needs equivalent to messaging, customer care, and workforce optimization.
  • CUCM FunctionsCUCM extends commercial enterprise telephony facets and capabilities to packet telephony community gadgets. These packet telephony community contraptions encompass Cisco IP telephones, mediaprocessing gadgets, VoIP gateways, and multimedia applications. additional information, voice, and video features, comparable to converged messaging, multimedia conferencing, collaborative contact centers, and interactive multimedia response techniques, interact with the IP telephony answer in the course of the CUCM application programming interface (API).

    CUCM gives these features:

  • call processing: call processing refers to the complete procedure of originating, routing, and terminating calls, including any billing and statistical assortment methods.
  • Signaling and device handle: CUCM sets up all of the signaling connections between name endpoints and directs instruments akin to telephones, gateways, and conference bridges to establish and tear down streaming connections. Signaling is also known as name manage and call setup/call teardown.
  • Dial plan administration: The dial plan is a group of configurable lists that CUCM uses to perform name routing. CUCM is answerable for digit analysis of all calls. CUCM enables clients to create scalable dial plans.
  • phone characteristic administration: CUCM extends services akin to dangle, switch, forward, conference, velocity dial, redial, name park, and a lot of other facets to IP phones and gateways.
  • directory capabilities: CUCM uses its own database to shop user assistance. person authentication is performed in the neighborhood or in opposition t an exterior listing. listing synchronization allows for centralized user management. listing synchronization enables CUCM to leverage clients already configured in a corporate-large directory. Microsoft energetic listing (2000 and 2003), Netscape four.x, iPlanet 5.1, and solar ONE 5.2 listing integrations are supported. The native CUCM database is a lightweight listing access Protocol (LDAP)-compliant database (LDAPv3) component in the IBM Informix Database Server (IDS).
  • Programming interface to external functions: CUCM provides a programming interface to exterior applications corresponding to Cisco IP SoftPhone, Cisco IP Communicator, Cisco Unified IP Interactive Voice Response (IP IVR), Cisco own Assistant, Cisco Unified own Communicator, and CUCM Attendant Console.
  • Backup and restore equipment: CUCM provides a catastrophe restoration gadget (DRS) to back up and restore the CUCM configuration database. The DRS device also backs up name particulars data (CDR), name management statistics (CMR), and the CDR evaluation and Reporting (vehicle) database.
  • determine 1-3 indicates IP phones that logically register with one of the most CUCMs within the cluster. distinctive CUCM servers share one database, and the mobilephone continues an energetic connection to each the fundamental and backup CUCM server. The determine shows the cell's logical TCP/ IP connections to the basic server.

    CUCM Signaling and Media Paths

    CUCM uses SIP or SCCP to communicate with Cisco IP telephones for call setup and teardown and for supplementary carrier tasks. After a name has been installation, media exchange happens directly between the Cisco IP phones across the IP community, using the precise-Time Transport Protocol (RTP) to carry the audio. CUCM isn't worried in a name after the name has been set up. If the CUCM server have been unplugged all the way through the period of the call, users would not word until they attempted to make use of a feature on the cell. CUCM is involved only in call setup, teardown, and contours. If the CUCM server that deploy the name have been down right through a conversation, conclusion users would see a message indicating "CM Down, elements Disabled" on the liquid crystal display monitor of the IP cellphone.

    instance: simple IP Telephony name

    determine 1-four illustrates a user at telephone A putting a call to cell B. at the beginning of a name, a consumer at IP telephone A picks up the handset, and a message is sent to CUCM letting CUCM know that the device has long past off-hook. CUCM responds to this stimulus by way of replying with a message that tells the device to play the dial tone file it really is saved in the flash memory of the telephone. The consumer at mobilephone A hears the dial tone and starts off dialing the telephone number of mobilephone B. SCCP telephones ship their digits to CUCM as they are pressed (digit by means of digit), whereas SIP telephones send their dialed digits in one message (enbloc signaling) by using default. SIP telephones have options that allow them to behave in a similar way to SCCP phones (Keypad Markup Language [KPML] and dial rules). CUCM performs digit analysis in opposition t the dialed digits. If a in shape is discovered, CUCM routes the call per its configuration. If CUCM doesn't find a suit, a reorder tone is sent to the calling party.

    CUCM indicators the calling birthday party to provoke ringback, so the user at mobilephone A will hear the ringback tone. CUCM additionally signals the call to the destination telephone, which plays the ringdown tone. more information is equipped to the phones to indicate the calling and known as celebration name and quantity. (telephone A will reveal the destination gadget name and quantity, and make contact with B will exhibit the calling celebration identify and number.)

    When the user at mobilephone B accepts the call, CUCM sends a message to the instruments allowing them to understand the IPv4 socket (IPv4 handle and port quantity) information through which they may still communicate at some point of the call. The RTP media direction opens at once between both telephones.

    The Cisco IP telephones require no further verbal exchange with CUCM except both cell invokes a characteristic, corresponding to name transfer, name conferencing, or call termination.

    imposing Cisco Unified Communications manager, half 1  Cisco Unified Communications supervisor architecture Introduction  CUCM Overview  CUCM Hardware, software, and Clustering  CUCM Licensing  abstract  CUCM evaluate Quiz 

    Reproduced from the ebook imposing Cisco Unified Communications supervisor, part 1. Copyright 2008, Cisco programs, Inc.. Reproduced by permission of Pearson education, Inc., 800 East 96th street, Indianapolis, IN 46240.


    West’s Unified Communications services Attains Cisco Powered Cisco Spark carrier issuer Designation | killexams.com Real Questions and Pass4sure dumps

    CHICAGO, Jan. 22, 2018 (GLOBE NEWSWIRE) -- West’s Unified Communications functions, a world provider of conversation and community infrastructure functions, today introduced that it's the first issuer to bear audit and achieve the Cisco® Powered Cisco Spark service provider accreditation as a part of Cisco’s Cloud and Managed capabilities application (CMSP).

    This achievement follows West’s recent attention as a Cisco accomplice Summit Geographical location award-winner for provider issuer of the year, Americas, and distinguishes West as having accomplished an elite degree of expertise in deploying Cisco Spark.

    “because the first Cisco associate to participate in the audit procedure to achieve the Cisco Powered Spark provider provider designation, we consider this demonstrates our capacity to guide within the market and reinforces the value we bring to our consumers via operational advantage, architecture, system, beginning and returned-conclusion help,” said Randy McGraw, senior vp of know-how and operational capabilities for West’s Unified Communications services.

    West is a protracted-time Cisco Gold accomplice and a Cloud and Managed capabilities grasp companion worldwide.  West’s additional Cisco Powered carrier designations are Managed enterprise Communications, Cisco Powered UC as a carrier in line with HCS, and new this year, Cisco Powered Contact core as a service according to HCS. West additionally has a grasp Collaboration Specialization.  

    About West enterprise:

    West company is a number one global provider of technology-driven conversation features that aid its valued clientele greater with ease talk, collaborate and fasten with their audiences through a various portfolio of options. These solutions include unified communications capabilities, safeguard functions, interactive functions similar to computerized notifications, distinctiveness agent functions and telecom functions.

    For over 30 years, West has provided professional, excellent, voice and statistics features. West has income and/or operations within the united states, Canada, Europe, the core East, Asia Pacific, Latin the us and South the united states. For more information, please name 1-800-841-9000 or seek advice from www.west.com. For extra assistance about West’s Unified Communications solutions, please name 1-855-544-0455 or visit www.westuc.com.

    at the business:Julie Kent-RansomWestUnified Communications ServicesJKent-ransom@west.com773.867.7003


    vigour Distributor Optimizes client service with Cisco Contact core solution in Brazil | killexams.com Real Questions and Pass4sure dumps

    Sao Paulo, Brazil, January 15, 2015 – Energisa community, a Brazilian power distributor, optimized its client services with Cisco® Unified Contact middle answer. The corporation deployed a set of Cisco´s options to combine its communications channels, unifying phone, e mail, precise-time chat and social networks purposes. The know-how will enrich Energisa´s provider means, enabling it to deal up to 447,000 calls per thirty days in its distribution units.

    The customer provider optimization meets Energisa´s structural demands and the distribution facilities’ latest needs. one of the crucial indications evaluated by means of the Brazilian electric energy company (ANEEL, Agência Nacional de Energia Elétrica) is the consumer features offered through the vigour corporations. in addition, Energisa has realized the deserve to replace its contact core after its infrastructure growth with the acquisition of the Brazilian group Rede. nowadays Energisa serves over 15 million individuals.

    Cisco client Collaboration architecture, including Cisco Unified Contact center business, turned into utilized to deliver clever contact routing, name remedy, and community-to-desktop desktop telephony integration (CTI). The answer additionally integrates Outbound Dialer services and information superhighway applications reminiscent of social media, e mail and precise-time chat consolidated in an all-in-one platform, skinny-customer collaborative computers for agents and supervisors, and quick deployment in allotted places.

    Energisa has installed 286 provider positions in its groups across the country: Energisa Borborema, Energisa Minas Gerais, Energisa Nova Friburgo, Energisa Paraíba and Energisa Sergipe. Cisco expertise additionally has brought elementary channels convergence to the company, enabling it to extend its carrier attain.

    "The magnitude of client service is starting to be together with consumers and market demands, requiring more convergent applied sciences," observed Marcus Luz, Director, commercial enterprise at Cisco Brazil. moreover assembly the typical necessities, the govt highlights the possibility to improve customers´ preparations and loyalty via providing integrating options and all-round visibility. "A single contact core platform integrating social media, e mail and real-time chat purposes permits more desirable planning and customized client provider in many stages," delivered Luz.

    Wittel options, one among Cisco´s integrators, become answerable for the design and deployment of the mission. in line with Marcelo Penteado, Wittel, options Director, the mission aimed to optimize investments in technologies and more valuable and measurable working results, due to the handle equipment of the Cisco answer.

    Aiming to forward consumers’ calls at once to the most acceptable substances, meeting their certain needs, Cisco Unified customer Voice Portal became also applied within the infrastructure, combining self-carrier and get in touch with core through actual-time question and service repute clever functions. decreasing transfers to a different agent to very nearly zero, the device elevated the company´s consumer pride and contributed to the growth of operational effectivity.

    About Energisa neighborhood

    Energisa group is likely one of the biggest vigour distributers in Brazil, with a footprint of 109 years. The business operates 13 distributor facilities in the states of Minas Gerais (Energisa Minas Gerais and Bragantina), Paraíba (Energisa Paraíba and Energisa Borborema), Rio de Janeiro (Energisa Nova Friburgo), Sergipe (Energisa Sergipe), Mato Grosso (CEMAT), Mato Grosso do Sul (Enersul), Tocantins (Celtins), Sao Paulo (Caiuá, Vale Paranapanema and Nacional) and Parana (vigor and light-weight West).

    With approximately 6 million purchasers, it serves over 15 million people in 788 municipalities discovered in all regions of Brazil. With annual internet revenue of R$ 8.9 billion, the community has offered about 10,000 direct jobs.

    With the mission to transform energy in comfort, building and alternatives, in a sustainable, liable and ethical manner, Energisa operates a diverse portfolio including power distribution and technology (Energisa generation) features (Energisa solutions), and power trading (Energisa Comercializadora).

    About Cisco

    Cisco (NASDAQ: CSCO) is the global chief in IT that helps groups seize the opportunities of day after today by means of proving that surprising issues can ensue should you connect the prior to now unconnected. For ongoing information, please go to http://thenetwork.cisco.com.

    ###

    Cisco and the Cisco emblem are trademarks or registered trademarks of Cisco and/or its associates in the U.S. and other international locations. a listing of Cisco's logos will also be found at www.cisco.com/go/trademarks. Third-celebration trademarks mentioned are the property of their respective owners. the use of the be aware partner doesn't suggest a partnership relationship between Cisco and some other business.




    Killexams.com 642-243 Dumps and Real Questions

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    642-243 exam Dumps Source : Unified Contact Center Enterprise Support

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    Vendor Name : Cisco
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    Unified Contact Center Enterprise Support

    Pass 4 sure 642-243 dumps | Killexams.com 642-243 real questions | [HOSTED-SITE]

    Unified Experience Call for More than Just Contact Center Agents | killexams.com real questions and Pass4sure dumps

    July 20, 2018

    Customer experience has, for decades, been the domain of the customer service reps tasked with resolving customer problems when they dial into a call center.  That’s changing, though.  The modern contact center is still the lead in a mission to deliver a positive customer experience, but the evolution of communications technology and the emergence of unified communications have provided agents the support of their entire organizations. 

    In building a truly customer-centric operation, businesses are flipping the traditional model on its head.  Instead of the contact center supporting the rest of the organization, customer service agents are leading the charge with the resources of the entire business at their disposal.  By combining process optimization, automation and AI, enhanced communications and collaboration, and of course contact centers, an all-hands-on-deck mindset can transform traditionally siloed business into unified enterprises.

    The right automation and artificial intelligence tools allow many tasks to be simplified or even eliminated thanks to predictive and proactive response capabilities, self-service features, and more intelligent routing.  The result is a reduction in overall call volumes, an increase in agent productivity, and higher customer satisfaction.

    But, not all customer problems are easily solved through automated tools or simple interactions; many require agents to leverage all the tools at their disposal.  This all comes together by understanding how each constituency within an organization beyond the contact center can positively impact customers – sales and marketing, field service, knowledge workers, IT, and even management.  Depending on the customer and the circumstances, any part of an organization may be able to not only help reach resolution, but reduce the time to get there.

    But, it all starts with the most important constituency – the customer.  Today’s customers have so many more engagement options to choose from: web, messaging, chat, social media, video, in-person, and of course the good old telephone.  A large percentage of engagements, regardless of medium, take place via mobile devices, because customers tend to seek resolution to their problems in the most convenient way possible for them.  Often, that also means they have limited time to spend, which makes it all the more important that businesses have developed finely tuned strategies across all these communications channels.

    To turn a unified customer service strategy into practice – where contact center agents or field employees can call upon additional resources for information, advice, or approval – requires an integrated business-wide communications platform, including connections into CRM and contact center platforms.  Agents need to be able to bring the most appropriate team members into engagements quickly and easily, using whatever channels customers have chosen – and they must be able to seamlessly switch between channels as needed to more effectively provide service. 

    If a customer engages via chat, for instance, it may be useful to be able to share that chat with a technical expert or even add them into the chat.  Or, in a highly complex situation, it may be helpful to move the entire engagement to a voice call easier explanations.  Or, there may be cases where customers or field techs are have trouble explaining what they are experiencing and a video chat would allow them to show exactly what’s happening in order to expedite resolution.  Even with a traditional phone call, an agent may find it necessary to include a sales rep or manager to help satisfy a particularly irate customer. 

    A key to making a business-wide customer service strategy work is knowing who is available and on what channels, which is why presence information is critical.  In order to efficiently bring the right experts into a conversation, agents need to know who is in the office and not otherwise engaged.  Having to place a customer on hold to track down colleagues works against speedy resolution. 

    Of course, the final piece is customer data.  All information about customers should be part of their file and be sharable with anyone within the organization who may be called upon to assist.  Understanding context is crucial to resolution – particularly the circumstances of the current engagement.  With all engagement information readily available, less time is spent re-explaining issues, allowing problems to be solved faster.

    The bottom line is that you never know what – or who – might be required to quickly assist a customer and ensure they remain loyal to your brand.  It’s crucial to have an ability to engage with all areas of expertise as needed, which means making full use of unified communications capabilities and extending them to all areas of business.  But, it also means a full-blown customer service strategy has to be implemented across organizations.  Everyone has to buy in, which means not only must the strategy be effectively communicated, all employees must be shown how to use the tools to which they have access. 

    It’s no secret customers already have a low tolerance for anything but quick resolution and positive experiences over the course of their interactions with you as a supplier.  Now that they are, themselves, realizing always-on multimodal communications in their personal lives, they are becoming even less tolerant, which makes it all the more important that your staff have the tools to respond appropriately. That means ensuring:

  • Multimodal communications, based on presence and availability,
  • Automated processes to reduce workload and time to completion,
  • Visibility into complete customer histories,
  • Communications integrated into business processes
  • Corporate strategy to that embraces an omnichannel and cross-departmental collaboration.
  • By leveraging both technology and human assets, a unified business driven by a customer-centric approach to success will result in a customer experience never before imagined.  

    Edited by Erik Linask


    Cisco Unified Contact Center Enterprise: Inside the IP contact center | killexams.com real questions and Pass4sure dumps

    The cover of the book 'Cisco Unified Contact Center Enterprise' by Gary Ford, published by Cisco Press. This chapter excerpt details the various products in the Cisco Contact Center suite, what differentiates Cisco Unified Contact Center from Cisco Unified Intelligent Contact Manager (UICM), the proper use cases for Cisco Unified Contact Center Enterprise (UCCE), Unified Contact Center Hosted (UCCH) and Unified Contact Center Express (UCCX), and more.Call centers have changed quite a bit from the early days of private branch exchange (PBX)-based setups designed primarily for straightforward incoming call management. Today's more fully featured contact centers, built on automatic call distributor (ACD)- and IP-based platforms, support the receipt and intelligent routing of inbound sessions through an array of unified communications (UC) technologies, including instant messaging, video conferencing and collaboration services.

    Managing the IP contact center -- especially for enterprises with assets distributed across many sites, which could necessitate a virtualized call center approach -- requires a strong, scalable, integrated product suite equipped to quickly and effectively route voice and video calls across multiple sites based on complex business policies. Cisco believes it can offer enterprise customers just that type of solution -- a robust portfolio that can not only meet the standard requirements of traditional call-handling, but also provide a wide variety of advanced, IP-based solution features.

    In this excerpt of a chapter from Cisco Unified Contact Center Enterprise, author Gary Ford breaks down the various products in the Cisco Contact Center suite, which share a code base but can serve very different roles, depending on a customer's telephony requirements.

    Ford explains what differentiates Cisco's Unified Contact Center offering from its Unified Intelligent Contact Manager platform, as well as the proper use cases for Cisco Unified Contact Center Enterprise (UCCE), Unified Contact Center Hosted (UCCH) and Unified Contact Center Express (UCCX). He also details the benefits and features of the specific products that make up the Cisco Unified Contact Center Enterprise and other Cisco contact center suites, including Cisco Agent Desktop, Cisco Unified Mobile Agent, Cisco Unified Customer Voice Portal and much more.

    Download the PDF of this chapter excerpt on Cisco's Contact Center portfolio from the book Cisco Unified Contact Center Enterprise.

    Reproduced from the book Cisco Unified Contact Center Enterprise by Gary Ford (ISBN-10: 1-58714-117-5; ISBN-13: 978-1-58714-117-1). Copyright 2011, Cisco Press. All rights reserved. For more information about this and other similar titles, visit Cisco Press.

    About the book:

    In Cisco Unified Contact Center Enterprise, author Gary Ford offers the guidance you need to optimally configure and manage Cisco Unified Contact Center Enterprise in any environment. Ford brings more than 13 years of hands-on experience in designing, deploying and maintaining Cisco telephony and contact center solutions to his coverage of the enterprise and hosted versions of Cisco Unified Contact Center. He also covers why Cisco Unified Contact Center Enterprise's individual elements work the way they do and how to perform key tasks in Cisco Unified Contact Center Enterprise.

    Read Cisco Unified Contact Center Enterprise to learn more about the following:

  • The specifics of the Cisco Unified Contact Center product portfolio and platform architecture;
  • Configurations that can help eliminate errors and reduce downtime;
  • Monitoring and troubleshooting UCCE systems;
  • Choosing the right deployment model -- single-site, multisite or clustered -- for your environment;
  • UCCE deployment and application configuration, including preparation, planning, design and implementation;
  • Implementing traditional, current-generation and next-generation call routing;
  • Mastering best practices for call flow scripting;
  • Understanding UCCE's nodes and distributed processes;
  • Building a clean system startup sequence;
  • Designing, implementing and delivering Cisco Unified Communications Manager and Unified IP Interactive Voice Response solutions;
  • Efficiently setting up and managing UCCE databases;
  • Utilizing UCCE's reporting tools;
  • Creating advanced applications with data-driven routing;
  • Maintaining any UCCE deployment, including older versions;
  • Using a best practices troubleshooting methodology; and
  • Mastering valuable, little-known Cisco diagnostic tools.

  • NovelVox Celebrates its Journey of 10 Years with 5 Global Offices, Customers in 80 Countries and 150+ Deployments | killexams.com real questions and Pass4sure dumps

    No result found, try new keyword!On this momentous occasion, its CEO, Mr. Amit Gandhi, lauded NovelVox's sustained progress over these last 10 years where it achieved tremendous success in providing some of the best-unified contact c...


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