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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 : November 9, 2018
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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

through: Dennis Hartmann

provider issuer takeaway: Cisco Unified Communications manager (CUCM) is the call routing and signaling component of the Cisco Unified Communications solution. This component of the chapter excerpt from the publication implementing Cisco Unified Communications manager, part 1 will give an outline of the brand new points, as smartly because the potential necessary to deploy, configure and deploy a Cisco Unified Communications answer.

down load the .pdf of the chapter here.

Cisco Unified Communications (UC) is an IP-based mostly communications system integrating voice, video, facts, and mobility items and applications. It allows for more beneficial, comfortable communications and may radically change the way during which we speak. UC represents a communications paradigm shift like that of the invention of the telegraph. UC removes the geographic boundaries of positive communications by using voice, video, and records integration. company will also be performed with a fluidity that progresses and evolves with you. tips has been at our fingertips for a very long time, but UC permits the sharing of this suggestions to create potential and value.

Cisco UC is a part of an integrated answer that comprises network infrastructure, protection, mobility, community administration products, lifecycle features, flexible deployment and outsourced administration alternatives, end-user and partner financing packages, and third-celebration verbal exchange purposes.

Cisco UC can enormously exchange the bottom line of company by creating greater constructive communications devoid of losing the personal nature of a face-to-face dialog. greater valuable communication leads to decreased time to market and nimble transformation of company tactics via collaboration.

Cisco UC answer ComponentsThe Cisco UC method encompasses voice, video, and records site visitors within a single network infrastructure. Cisco UC gadget is in a position to managing all three traffic types and interfacing with all requisites-based community protocols.

Cisco IP Communications represents a brand new way of supplying UC performance to commercial enterprise customers. as a substitute of supplying a collection of disjointed products with individual unlock dates, checking out methodology, and documentation, Cisco UC is a coordinated unlock of an built-in set of items that are tested, documented, and supported as a gadget.

determine 1-1 illustrates the four ordinary layers of the Cisco UC voice infrastructure model and the accessories that make up the layers.

The add-ons of the commonplace layers are as follows:

  • Infrastructure layer: The infrastructure incorporates routers, switches, and voice gateways. The infrastructure layer includes statistics, voice, and video between all network instruments and purposes. this accretion also gives excessive availability, administration, quality of carrier (QoS), and community protection.
  • call manage layer: The name control layer offers for name processing, machine control, and administration of the dial plan and contours. name handle will also be provided by a CUCM, CUCM express, or CUCM business edition (CMBE). This ebook focuses on the CUCM product, which is almost identical to the Cisco Unified CMBE. name processing is bodily independent from the infrastructure layer. as an example, a CUCM, Cisco Unified CMBE, or CUCM categorical in San Jose can technique call manage for a tool physically determined in Chicago.
  • applications layer: applications are independent from name-control functions and the physical voice-processing infrastructure. applications, including those listed right here, are integrated via IP, which allows the purposes to reside any place within the network:
  • Voice mail, integrated messaging, and unified messaging applications are provided via Cisco cohesion, Cisco solidarity specific, or Cisco team spirit Connections items.
  • Contact facilities of quite a lot of sizes will also be built with Cisco Unified Contact core and Cisco Unified Contact core specific.
  • Cisco Unified MeetingPlace and MeetingPlace express are medium- to gigantic-scale conferencing servers that support video integration. The MeetingPlace product integrates lecture-vogue conferences with scalable collaboration and manage tools. Cisco Unified MeetingPlace specific is placed to the small to medium-sized organizations. MeetingPlace categorical is the successor of the Cisco convention Connection server.
  • Cisco Emergency Responder (ER) enhances the present emergency functionality provided with the aid of CUCM. Cisco ER offers actual vicinity updates for mobile devices to ensure that emergency calls to the general public protection answering element (PSAP) are effectively routed to the PSAP in can charge of emergency calls for that web page. Cisco ER identifies the caller location and maps all calls from that actual vicinity to an emergency line identification quantity (ELIN) through the use of common computerized number identification (ANI)/caller identification (CLID). The ELIN is registered with the PSAP as an Emergency Response region (ERL). Deploying this capability helps be sure extra positive compliance with legal or regulatory tasks, thereby decreasing the existence and legal responsibility risks related to emergency calls.
  • The Cisco Unified Presence server collects assistance about the availability and communications capabilities of a person and offers this counsel to watchers of the user as a standing indication. The status tips comprises the consumer's communications machine availability. for instance, the person should be would becould very well be obtainable by means of cell, video, web collaboration, or videoconferencing.
  • typical protocol interfaces, together with Telephony utility Programming Interface (TAPI), Java Telephony software Programming Interface (JTAPI), essential Object entry Protocol (soap), Q.SIG, H.323, Media Gateway control Protocol (MGCP), and Session Initiation Protocol (SIP) are available to help third-celebration applications.
  • Endpoints layer: The endpoints layer brings purposes to the person, no matter if the conclusion equipment is a Cisco IP phone, a laptop the use of a software-based mobile, or a communications client or video terminal. Cisco UC gives multiprotocol aid for Skinny client manage Protocol (SCCP), H.323, MGCP, and SIP.
  • Cisco UC network

    The Cisco UC gadget can provide utterly integrated communications, converging voice, video, and information over a single community infrastructure using requirements-based protocols. The Cisco UC equipment offers unparalleled performance and capabilities to address present and rising communications wants in the business ambiance, as illustrated with the aid of the network topology in determine 1-2.

    The Cisco UC product suite is designed to optimize performance, in the reduction of configuration and preservation necessities, and supply interoperability with a variety of different purposes. It provides this skill while retaining high availability, QoS, and protection.

    The Cisco UC device integrates here fundamental communications applied sciences:

  • IP telephony: IP telephony refers to expertise that transmits voice communications over a community using IP standards. Cisco UC comprises a wide selection of hardware and application products corresponding to call-processing brokers, IP telephones, voice-messaging systems, video devices, conferencing, and a lot of other purposes.
  • client contact center: Cisco Unified Contact core products are a mixture of strategy and structure to revolutionize name middle environments. Cisco Unified Contact core promotes productive and useful customer communications across gigantic networks with the aid of enabling organizations to attract from a broader range of components to carrier consumers. These materials consist of access to a large pool of agents and distinctive channels of communique and consumer self-help tools.
  • Video telephony: The Cisco Unified Video abilities products enable true-time video communications and collaboration using the identical IP network and speak to-processing agent as Cisco UC. Cisco Unified Video advantage doesn't require particular end-person practicing. Video calling with Cisco Unified Video abilities is as convenient as dialing a cell quantity.
  • rich-media conferencing: Cisco Unified MeetingPlace creates a digital assembly atmosphere with an integrated set of IP-based equipment for voice, video, and net conferencing.
  • Third-celebration functions: Cisco works with leading-area businesses to give the broadest preference of imaginitive third-birthday celebration IP communications purposes and products focused on critical enterprise wants similar to messaging, client care, and team of workers optimization.
  • CUCM FunctionsCUCM extends business telephony elements and features to packet telephony network devices. These packet telephony network contraptions consist of Cisco IP telephones, mediaprocessing gadgets, VoIP gateways, and multimedia purposes. additional facts, voice, and video functions, equivalent to converged messaging, multimedia conferencing, collaborative contact centers, and interactive multimedia response methods, interact with the IP telephony solution in the course of the CUCM software programming interface (API).

    CUCM offers these services:

  • call processing: name processing refers to the finished process of originating, routing, and terminating calls, together with any billing and statistical collection procedures.
  • Signaling and gadget manage: CUCM units up the entire signaling connections between name endpoints and directs devices similar to telephones, gateways, and convention bridges to set up and tear down streaming connections. Signaling is also referred to as name manage and call setup/name teardown.
  • Dial plan administration: The dial plan is a collection of configurable lists that CUCM makes use of to operate name routing. CUCM is responsible for digit evaluation of all calls. CUCM makes it possible for clients to create scalable dial plans.
  • telephone characteristic administration: CUCM extends services comparable to cling, transfer, ahead, convention, speed dial, redial, call park, and a lot of different features to IP phones and gateways.
  • listing services: CUCM uses its own database to shop person counsel. person authentication is carried out in the neighborhood or against an external directory. directory synchronization allows for for centralized consumer administration. listing synchronization makes it possible for CUCM to leverage clients already configured in a corporate-broad directory. Microsoft energetic directory (2000 and 2003), Netscape 4.x, iPlanet 5.1, and solar ONE 5.2 listing integrations are supported. The native CUCM database is a lightweight directory entry Protocol (LDAP)-compliant database (LDAPv3) element within the IBM Informix Database Server (IDS).
  • Programming interface to exterior applications: CUCM provides a programming interface to external purposes comparable to Cisco IP SoftPhone, Cisco IP Communicator, Cisco Unified IP Interactive Voice Response (IP IVR), Cisco very own Assistant, Cisco Unified own Communicator, and CUCM Attendant Console.
  • Backup and fix tools: CUCM provides a disaster recovery device (DRS) to returned up and restore the CUCM configuration database. The DRS device also backs up call particulars records (CDR), name management information (CMR), and the CDR analysis and Reporting (motor vehicle) database.
  • determine 1-3 indicates IP telephones that logically register with one of the crucial CUCMs within the cluster. varied CUCM servers share one database, and the cellphone keeps an lively connection to each the simple and backup CUCM server. The figure suggests the telephone's logical TCP/ IP connections to the basic server.

    CUCM Signaling and Media Paths

    CUCM uses SIP or SCCP to talk with Cisco IP telephones for call setup and teardown and for supplementary provider tasks. After a call has been set up, media change occurs without delay between the Cisco IP phones throughout the IP community, using the true-Time Transport Protocol (RTP) to elevate the audio. CUCM isn't worried in a name after the name has been deploy. If the CUCM server had been unplugged throughout the duration of the name, clients would not word until they attempted to make use of a function on the cell. CUCM is worried only in name setup, teardown, and lines. If the CUCM server that installation the call had been down all the way through a dialog, end users would see a message indicating "CM Down, elements Disabled" on the liquid crystal display monitor of the IP cellphone.

    instance: primary IP Telephony name

    figure 1-four illustrates a user at mobilephone A inserting a name to mobilephone B. initially of a name, a user at IP cell A picks up the handset, and a message is sent to CUCM letting CUCM know that the equipment has gone off-hook. CUCM responds to this stimulus via replying with a message that tells the equipment to play the dial tone file it is stored in the flash reminiscence of the cell. The consumer at cell A hears the dial tone and starts off dialing the mobile variety of cell B. SCCP telephones ship their digits to CUCM as they're pressed (digit with the aid of digit), whereas SIP telephones ship their dialed digits in a single message (enbloc signaling) by means of default. SIP phones have options that enable them to behave in a similar fashion to SCCP phones (Keypad Markup Language [KPML] and dial suggestions). CUCM performs digit analysis against the dialed digits. If a in shape is found, CUCM routes the name per its configuration. If CUCM doesn't discover a healthy, a reorder tone is distributed to the calling birthday celebration.

    CUCM indicators the calling birthday party to provoke ringback, so the consumer at mobile A will hear the ringback tone. CUCM also alerts the call to the vacation spot cellphone, which performs the ringdown tone. additional info is provided to the phones to indicate the calling and called birthday celebration name and quantity. (mobilephone A will reveal the vacation spot machine identify and quantity, and call B will show the calling birthday party name and number.)

    When the consumer at mobilephone B accepts the name, CUCM sends a message to the instruments letting them recognize the IPv4 socket (IPv4 address and port number) assistance during which they should still talk at some stage in the name. The RTP media course opens without delay between the two telephones.

    The Cisco IP phones require no additional verbal exchange with CUCM until both cell invokes a function, such as call transfer, call conferencing, or name termination.

    enforcing Cisco Unified Communications manager, part 1  Cisco Unified Communications manager structure Introduction  CUCM Overview  CUCM Hardware, application, and Clustering  CUCM Licensing  abstract  CUCM review Quiz 

    Reproduced from the book implementing Cisco Unified Communications manager, half 1. Copyright 2008, Cisco methods, Inc.. Reproduced by using permission of Pearson training, Inc., 800 East 96th road, Indianapolis, IN 46240.


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

    CHICAGO, Jan. 22, 2018 (GLOBE NEWSWIRE) -- West’s Unified Communications services, a worldwide company of verbal exchange and community infrastructure services, nowadays announced that it is the first provider to bear audit and achieve the Cisco® Powered Cisco Spark service company accreditation as part of Cisco’s Cloud and Managed functions program (CMSP).

    This fulfillment follows West’s fresh awareness as a Cisco accomplice Summit Geographical area award-winner for carrier issuer of the 12 months, Americas, and distinguishes West as having accomplished an elite stage of abilities in deploying Cisco Spark.

    “as the first Cisco accomplice to take part within the audit manner to achieve the Cisco Powered Spark carrier issuer designation, we believe this demonstrates our skill to guide within the marketplace and reinforces the price we deliver to our shoppers via operational knowledge, architecture, procedure, delivery and back-conclusion assist,” talked about Randy McGraw, senior vice president of technology and operational features for West’s Unified Communications features.

    West is an extended-time Cisco Gold accomplice and a Cloud and Managed capabilities master accomplice worldwide.  West’s further Cisco Powered provider designations are Managed company Communications, Cisco Powered UC as a carrier according to HCS, and new this year, Cisco Powered Contact middle as a carrier in line with HCS. West also has a master Collaboration Specialization.  

    About West company:

    West service provider is a number one world company of expertise-pushed conversation functions that assist its purchasers extra easily talk, collaborate and fix with their audiences through a diverse portfolio of solutions. These options encompass unified communications capabilities, defense functions, interactive services similar to automatic notifications, strong point agent functions and telecom functions.

    For over 30 years, West has supplied official, great, voice and statistics capabilities. West has earnings and/or operations within the u.s., Canada, Europe, the core East, Asia Pacific, Latin the united states and South america. For greater counsel, please name 1-800-841-9000 or seek advice from www.west.com. For more counsel about West’s Unified Communications solutions, please call 1-855-544-0455 or visit www.westuc.com.

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


    Cisco announces settlement to acquire BroadSoft, a leader in Cloud Calling and call middle solutions | killexams.com Real Questions and Pass4sure dumps

    SAN JOSE, CA and GAITHERSBURG, MD--(Marketwired - Oct 23, 2017) - Cisco ( NASDAQ : CSCO ) and BroadSoft ( NASDAQ : BSFT ) today introduced a definitive agreement for Cisco to purchase publicly-held BroadSoft, Inc., headquartered in Gaithersburg, MD. Pursuant to the contract, Cisco can pay $fifty five per share, in cash, in change for every share of BroadSoft, or an combination purchase cost of approximately $1.9 billion net of money, assuming totally diluted shares including conversion of debt. The acquisition has been authorised by means of the board of administrators of every company.

    "collectively, Cisco and BroadSoft will deliver a strong suite of collaboration capabilities throughout every market phase," spoke of Rowan Trollope, senior vp and widely wide-spread manager of Cisco's functions business community. "We consider that our mixed presents, from Cisco's collaboration technology for organisations to BroadSoft's suite for small and medium corporations delivered through provider suppliers will supply customers extra choice and flexibility."

    "we are enthusiastic about this transaction, which represents the end result of a robust system undertaken by BroadSoft's Board of directors to maximise shareholder value," said Michael Tessler, president and CEO, BroadSoft. "As agencies proceed to circulation toward the cloud searching for simplicity and pace, becoming a member of Cisco will enable us to carry optimum-in-classification collaboration tools and services. BroadSoft's hosted choices, sold during the service suppliers and geared toward small and medium agencies, are particularly complementary to Cisco's on-premises and commercial enterprise-centric HCS choices. collectively, we will inspire teams to create, collaborate and perform in approaches on no account earlier than imagined."

    more and more agencies expect totally featured voice and call center options with the means to set up them on-premises or in the cloud. by way of combining BroadSoft's open interface and requisites-based mostly cloud voice and contact middle solutions delivered by the use of carrier provider companions, with Cisco's leading conferences, hardware and functions portfolio, the mixed enterprise will present most reliable-of-breed solutions for agencies of all sizes and bring a full suite of collaboration capabilities to energy the future of work.

    The acquisition of BroadSoft reinforces Cisco's commitment to Unified Communications and enhances its potential to address the millions of growing older TDM lines poised to transition to IP technology and cloud native options over the arrival years. 

    "Cisco recently marked a significant milestone with our two hundredth acquisition. Acquisitions continue to be a core a part of our innovation strategy and during the last two years have helped Cisco accelerate or enter areas akin to IoT, utility intelligence, AI, hyperconvergence and SD-WAN," stated Rob Salvagno, vice president of Cisco corporate building. "With the addition of BroadSoft, we predict to speed up the tempo of innovation throughout our complete collaboration portfolio."

    The acquisition is anticipated to shut right through the first quarter of calendar 12 months 2018, subject to everyday closing conditions and regulatory evaluation. prior to the close, Cisco and BroadSoft will continue to function as separate organizations. Upon completion of the transaction, BroadSoft personnel will join Cisco's Unified Communications technology community led through vice president and commonplace supervisor Tom Puorro, below the purposes community led by means of Trollope.

    For more tips about Cisco's intent to purchase BroadSoft read the blog from Rob Salvagno.

    Investor and Media name Cisco vice chairman of company construction Rob Salvagno will be a part of Cisco Senior vice president and widespread manager, purposes neighborhood, Rowan Trollope, and BroadSoft CEO Michael Tessler, to host a joint investor, media and industry analyst name on October 23 at 6:00 AM PT/9:00 AM ET to discuss the proposed transaction. To view the webcast https://investor.cisco.com. Toll free dial in: 888-769-9722; or toll: 1-517-308-9258; Passcode: 6823261. conference call replay may be purchasable approximately one hour after the conclusion of the event on October 23, 2017 to November 6, 2017 at toll free: 800-677-5855 or toll: 203-369-3660.The replay also will even be attainable via webcast on the Cisco Investor relations web page at http://investor.cisco.com, no password required.

    Story Continues

    About BroadSoft

    BroadSoft is the expertise innovator in cloud PBX, unified communications, crew collaboration, and phone core solutions for companies and service suppliers throughout eighty countries. we're a market chief for cloud unified communications with an open, cellular and at ease platform trusted by 25 of the area's precise 30 provider suppliers by way of profits. Our BroadSoft business application suite empowers users and teams to share ideas and work readily to achieve leap forward efficiency. For additional information, discuss with www.BroadSoft.com.

    About Cisco Cisco ( NASDAQ : CSCO ) is the international expertise chief that has been making the internet work in view that 1984. Our individuals, products, and companions support society securely connect and seize tomorrow's digital possibility today. find extra at newsroom.cisco.com and comply with us on Twitter at @Cisco.

    RSS Feed for Cisco: http://newsroom.cisco.com/rss-feeds

    Cisco and the Cisco brand are trademarks or registered logos of Cisco and/or its affiliates within the U.S. and different international locations. To view a list of Cisco emblems, go to: www.cisco.com/go/trademarks. Third-birthday celebration emblems mentioned during this doc are the property of their respective owners. using the note companion doesn't indicate a partnership relationship between Cisco and every other enterprise. 

    forward-searching Statements This press release may be deemed to comprise forward-searching statements, that are discipline to the safe harbor provisions of the private Securities Litigation Reform Act of 1995, together with statements regarding the aggregate of the groups' products and applied sciences to capture market probability in collaboration, the anticipated advantages to Cisco, BroadSoft and their respective consumers from finishing the acquisition, together with the acceleration of the tempo of innovation across Cisco's collaboration portfolio, the birth of subsequent-technology collaboration capabilities for purchasers, and the acceleration of the increase of Cisco's cloud collaboration portfolio as a result of the acquisition, and the expected completion of the acquisition. Statements concerning future activities are in accordance with the events' existing expectations and are necessarily subject to linked risks involving, amongst other things, acquiring BroadSoft's stockholder and regulatory approval of the acquisition or that other circumstances to the closing of the transaction may additionally no longer be satisfied, the competencies influence on the business of BroadSoft because of the uncertainty concerning the acquisition, the incidence of any experience, alternate or other circumstances that could provide upward thrust to the termination of the definitive contract, the result of any prison proceedings regarding the transaction, general economic situations, the retention of personnel of BroadSoft and the means of Cisco to efficiently combine BroadSoft's market alternatives, expertise, personnel and operations and to obtain anticipated advantages. hence, exact consequences may differ materially and adversely from these expressed in any ahead-looking statements. For suggestions concerning other linked hazards, see the "risk factors" section of Cisco's most recent report on form 10-k filed with the SEC on September 7, 2017, as smartly as the "chance components" section of BroadSoft's most contemporary experiences on kind 10-k and form 10-Q filed with the SEC on February 23, 2017 and August 7, 2017, respectively. The parties undertake no obligation to revise or replace any forward-looking statements for any reason.

    additional information and the place to locate It In reference to the proposed acquisition and required stockholder approval, BroadSoft will file with the Securities and exchange fee a preliminary proxy observation and a definitive proxy remark. The proxy remark should be mailed to the stockholders of BroadSoft. BroadSoft's stockholders are urged to study the proxy observation (together with all amendments and dietary supplements) and different vital materials after they develop into attainable because they're going to include important counsel.  traders can also achieve free copies of these documents (after they can be found) and other files filed with the SEC at its web site at http://www.sec.gov. additionally, investors may additionally attain free copies of the files filed with the SEC by means of BroadSoft by using going to BroadSoft's Investor members of the family page on its corporate web page at http://buyers.broadsoft.com or by contacting BroadSoft Investor relations at (561) 404-2130.

    BroadSoft and its officers and directors and different members of administration and personnel may well be deemed to be members within the solicitation of proxies from BroadSoft's stockholders with recognize to the acquisition. information about BroadSoft's govt officers and administrators is set forth within the proxy commentary for the BroadSoft's 2017 Annual meeting of Stockholders, which become filed with the SEC on March 17, 2017, and BroadSoft's other filings with the SEC. buyers might also reap extra precise assistance related to the direct and oblique pastimes of BroadSoft and its respective executive officers and administrators within the acquisition with the aid of analyzing the preliminary and definitive proxy statements involving the transaction, which may be filed with the SEC.

    additionally, Cisco and its officers and administrators may well be deemed to have participated in the solicitation of proxies from BroadSoft's stockholders in desire of the approval of the transaction. information regarding Cisco's administrators and executive officers is determined forth in Cisco's proxy observation for its 2016 Annual meeting of Shareholders, which was filed with the SEC on October 24, 2016, annual record on kind 10-k filed with the SEC on September 7, 2017, form eight-k filed with the SEC on September 18, 2017, and kind 8-ok filed with the SEC on March 13, 2017. These documents are available free of can charge at the SEC's web page at www.sec.gov or by using going to Cisco's Investor members of the family web site at http://investor.cisco.com.




    Killexams.com 642-243 Dumps and Real Questions

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

    Test Code : 642-243
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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]

    Windstream Enterprise delivers full omni-channel contact center capabilities with latest unified communications enhancement | killexams.com real questions and Pass4sure dumps

    Published: Tue, October 9, 2018 7:30 AM

    Newest version of leading contact center solution uses cloud technologies to unify all communications channels and increases customer choice Newest version of leading contact center solution uses cloud technologies to unify all communications channels and increases customer choice

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    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.

  • Five9 Integrates with TetraVX on Enterprise Contact Center Solution | killexams.com real questions and Pass4sure dumps

    September 26, 2018

    The cloud was once an uncharted territory, an unexplored frontier forecasted for the future of networking as well as enterprise communication and collaboration. From the contact center, to the c-suite and beyond, the cloud is permeating every nook and cranny.

    This week, TetraVX announced a new integration with Five9, putting Five9’s cloud contact center software into the nVX solution. The comprehensive offering is targeted squarely at the enterprise.

    In specific, the integration translates to improved first call resolution through elevated telephony through common address directories, synchronized availability, call states and telephony integration.

    “Integrating our solutions with Five9’s seemed like the next logical step in digitizing the customer journey and experience,” said Jimmy Carroll, Partner and Director of TetraVX. “The combination of our UC solutions and Five9’s contact center software gives users a seamless integrated experience that relieves them of the headaches they may have once encountered when communicating with contact centers.”

    Integration is introducing enhanced communications across platforms with team members; a unified directory of shared contacts providing seamless transfers via four digit extensions; presence to deliver user availability across applications; and click-to-call provides an easy way to make a call from within an application.

    “Together we are delivering a solution that users need,” said Dan Burkland, President of Five9. “We’re thrilled that our partnership and integration offers our customers unified support, a unified network and upheld quality standards that allows for easy and quick access to information, increasing functionality.”

    The contact center is embracing cloud-based solutions with open arms, and for the enterprise, it is critical that contact center solution providers are offering a comprehensive portfolio to support mounting demands.

    What solution is in your contact center?

    Edited by Maurice Nagle



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