Cisco Unified Contact Center Enterprise (UCCE) The complete guide to managing UCCE environments: tips, tricks, best practices, and lessons learned Gary Ford Cisco Unified Contact Center Enterprise (UCCE) integrates multiple components and can serve a wide spectrum of business requirements. In this book, Gary Ford, an experienced Cisco UCCE consultant brings together all the guidance you need to optimally configure and manage UCCE in any environment. The author shares in-depth insights covering both the enterprise and hosted versions of UCCE. He presents an administrator's view of how to perform key UCCE tasks and why they work as they do. He thoroughly addresses application configuration, agents, scripting, IVR, dial plans, UCM, error handling, reporting, metrics, and many other key topics. You'll find proven, standardized configuration examples that help eliminate errors and reduce downtime, step-by-step walkthroughs of several actual configurations, and thorough coverage of monitoring and troubleshooting UCCE systems. Cisco Unified Contact Center Enterprise (UCCE) is an indispensable resource to help you deploy and operate UCCE systems reliably and efficiently. Gary Ford has spent more than 13 years designing, deploying, and maintaining Cisco telephony and contact center solutions together with several of the world's largest systems integration companies, Cisco ATPs, and customers. He was first introduced to contact centers in 1997 while working for British Telecom (BT) as a test engineer tasked with integrating the GeoTel ICR platform into BT's core telephony network. After Cisco acquired GeoTel, Ford's role evolved to include broader Cisco contact center and unified communications consulting. He holds a bachelor's of engineering degree in computer systems engineering, the status of Chartered Engineer, and several Cisco, Microsoft, and business-related professional qualifications. * Understand the Cisco Unified Contact Center product portfolio and platform architecture * Choose the right single-site, multi-site, or clustered deployment model for your environment * Take a lifecycle services approach to UCCE deployment and application configuration--including preparation, planning, design, and implementation * Implement traditional, current-generation, and next-generation call routing * Master the latest best practices for call flow scripting * Understand UCCE's nodes and distributed processes and build a clean system startup sequence * Design, implement, and deliver unified CM/IP IVR solutions * Set up and efficiently manage UCCE databases * Make the most of UCCE's reporting tools * Create advanced applications with Data-Driven Routing * Effectively maintain any UCCE deployment, including older versions * Use a best-practice methodology for troubleshooting, and master valuable, little-known Cisco diagnostic tools This IP communications book is part of the Cisco Press (R) Networking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity.

Author Biography

About the Author For more than 13 years, Gary Ford has been privileged to work for many large systems integration companies, Cisco Advanced Technology Partners, and end customers, designing, deploying and maintaining Cisco telephony and contact center solutions. His introductory role to contact centers started in 1997 while working for British Telecom (BT) as a test engineer tasked with integrating the GeoTel ICR platform into BT's core telephony network. Over the following years, Cisco acquired GeoTel and rapidly transformed the ICR product set to include solutions from other Cisco acquisitions and a great deal of inhouse innovation. His role has changed over the years from test engineer to contact center and unified communications consultant. Gary spends much of his time designing and deploying Cisco unified communications solutions for a wide range of customers. Gary also holds a bachelor's of engineering degree in computer systems engineering, the status of Chartered Engineer, and several Cisco, Microsoft, and business-related professional qualifications. About the Technical Reviewers Carlos Gonzales, manager of Software Development Engineering, is one of the technical managers in the Customer Contact Business Unit in Boxborough, Massachusetts, where he has been working as an engineering manager for the past year. In his current role, he is involved in quality assurance testing, release engineering, and systems engineering activities with respect to the customer contact applications. Before becoming a manager, he held a software engineer and technical leader position for seven years in the Voice Technology Group Solution Test team focused on solution-level testing of UCCE, CVP, CUCM, CUP, CUSP, CTIOS, CAD, UCS, Outbound in Standalone, Distributed, CoW, and Parent/Child deployment models. During his tenure as an engineer, he had the privilege of leading and participating in validating the UCCE system in an end-to-end Cisco solution, as documented in the Cisco validated design guides (aka SRND). Currently, as a manager on the CCBU team, he has been privileged to work with UCCE development, test, and field engineers in deploying UCCE in a UCS, VMware, and EMC data center environment. Carlos holds a bachelor's degree in computer science and is the recipient of multiple Cisco, Microsoft, and VMware certifications in addition to more than 15 years in the networking industry. Alan Quinn, NCE Advanced Services Europe, is one of the senior consulting engineers in the Unified Customer Contact team in London, U.K. In his current role, he is involved in developing Contact Center as a Service (CCaaS) that includes Hosted UCCE, CVP, and CUCM; the solution is to be built on UCS technology. Before joining Cisco as an NCE, he held a position with a large European service provider as customer design authority for five years. This role focused on planning, designing, implementation, and operation of large contact center solutions that used the NAM/CICM deployment model. Alan has more than 14 years of experience in the communications industry and holds several Cisco voice certifications.