Cisco Unified Contact Center Enterprise (UCCE)

The complete guide to managing UCCE environments: tips, tricks, best practices, and lessons learned, straight from Cisco's experts!

* Field-proven examples help engineers simplify and optimize configuration.
* Shows how to use valuable Cisco diagnostic tools that are inadequately documented elsewhere.
* Presents time-saving shortcuts for large scale deployment, support, and maintenance.
* Covers application configuration, agents, scripting, IVR, dial plans, UCM, error handling, reporting, metrics, and more.

Cisco Cisco Unified Contact Center Enterprise (UCCE) is a complex product that integrates multiple components and can serve a wide spectrum of business requirements. As a result, UCCE can be challenging to configure. In this book, one of the world's most knowledgeable Cisco UCCE consultants brings together all the guidance engineers need to optimally configure and manage UCCE in any environment. The author shares in-depth knowledge that would otherwise only be gained through many years of deployment and troubleshooting. Readers will find:

* Multiple standardized and proven configuration examples that eliminate errors and reduce downtime.
* Step-by-step walkthroughs of several actual configurations.
* Solutions for application and agent configuration, scripting, IVR, dial planning, Unified Communications Manager (UCM), error handling, backup, and reporting
* Comprehensive, detailed coverage of monitoring and troubleshooting UCCE infrastructure.
* Expert guidance on using powerful monitoring tools that are inadequately documented elsewhere.
* This book will save readers valuable time and effort throughout platform deployment - and in support and maintenance throughout the life of the system.