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OverviewCisco 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® 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. Full Product DetailsAuthor: Gary FordPublisher: Pearson Education (US) Imprint: Cisco Press Dimensions: Width: 19.00cm , Height: 1.70cm , Length: 22.70cm Weight: 0.516kg ISBN: 9781587141171ISBN 10: 1587141175 Pages: 312 Publication Date: 28 July 2011 Audience: Professional and scholarly , Professional & Vocational Format: Paperback Publisher's Status: Out of Print Availability: In Print  Limited stock is available. It will be ordered for you and shipped pending supplier's limited stock. Table of ContentsIntroduction xi Chapter 1 Contact Center Overview 1 Contact Center Characteristics 3 Contact Channels 4 Cisco Contact Center Features 5 Virtual Contact Center 5 Cisco Agent Desktop with Presence 5 CTI and CRM Integration 6 Agent Desktop Options 6 Cisco Unified Expert Advisor 7 Support for Remote and Mobile Agents 7 Self-Service and Call-Treatment Capabilities 8 Reporting 8 Management Portal 9 Cisco Contact Center Portfolio 9 Cisco Unified Contact Center Express 11 Cisco Unified Contact Center Enterprise 11 Cisco Unified Contact Center Hosted 12 Cisco Unified Intelligent Contact Manager Enterprise 13 Cisco Unified IP IVR 13 Cisco Unified Customer Voice Portal 14 Other Voice Components 15 Summary 16 Chapter 2 Platform Architecture 17 General Cisco Unified Contact Center Architecture 17 Router 18 Logger 18 Administrative Workstation/Real-Time Distributor and Client AW 18 Historical Data Server 19 Peripheral Gateway 20 CTI Server (Including CTI Object Server) 21 Reporting (WebView and CUIC) 21 Network Interface Controller 22 Cisco UCCE 23 Cisco UICM 23 Cisco UCCH 24 Platform Redundancy 25 Summary 27 Chapter 3 Deployment Models 29 Single-Site 30 Multisite with Centralized Call Processing 31 Multisite with Distributed Call Processing 32 Clustering over the WAN 33 Factors to Consider When Choosing a Deployment Model 35 Deployment Options 35 Enterprise/System UCCE 35 Parent/Child Deployment 36 Real-World Deployments 37 Summary 38 Chapter 4 UC Operating Systems 39 Operating Systems in Use 40 MS Windows for Cisco Unified CM 40 Cisco Voice Operating System (VOS) 40 MS Windows for UICM/UCCE 41 Bill of Materials (BOM) 41 Third-Party Software 41 Learning About Updates 42 Summary 42 Chapter 5 UCCE Road Map 43 Cisco Software Product Lifecycle 43 Software Phases 43 Software Support Road Map 44 Platform Upgrades 45 The Evolution of UCCE 46 GeoTel ICR 2.5 46 GeoTel ICR 3.0/4.0/4.1 48 ICM 4.5 48 Cisco ICM 4.6 48 Cisco ICM 5.0 49 Cisco IPCC 7.0 50 Cisco UCCE 7.5 50 Cisco UCCE 8.0 51 Cisco UCCE 8.5 51 Summary 52 Chapter 6 UCCE Platform Deployment 53 Lifecycle Services Approach 54 Prepare and Plan 57 Design 57 Software Versions 57 Platform Sizing 59 Platform Redundancy 60 Server Naming Conventions 60 Deployment Spreadsheet 61 Network Services 63 Databases 68 Cisco A2Q Process 69 Implementation 71 Server Builds 71 Software Installation 72 Installation Order 74 Implementation Testing 79 Summary 82 Chapter 7 UCCE Application Configuration 83 Prepare 83 Requirements Capture 83 Capture Spreadsheets 84 Implementation 84 Configuration Manager 85 Summary 96 Chapter 8 Call Routing 97 Call Routing Concepts 98 Carrier-Based Routing 98 Private Network Routing 101 Traditional Call Routing 104 Current-Generation Call Routing 105 Prerouting 105 Postrouting 107 Next-Generation Call Routing 108 SIP Trunks 108 Summary 111 Chapter 9 Call Flow Scripting 113 Contact Center Call Flow 114 Contact Center Challenges 114 Call Script Development Lifecycle 115 Call Scripting Best Practices 117 Total Cost of Ownership 117 Expect the Unexpected 118 Change Is Good 118 Tracking Change 119 Script Layout 121 Avoid Overoptimization 124 Meaningful Names 126 Comment Node 127 Use a Development Workstation 128 Custom Functions 129 Error Handling 130 Summary 131 Chapter 10 Reporting 133 Reporting Packages 134 Cisco WebView 136 Cisco Unified Intelligence Center 138 VIM Performance 140 Feature Comparison 142 Wallboards 142 UCCE Reporting 145 Reporting Notes 146 Reporting Terminology 146 General Reporting with Call Types 147 Call Queuing 149 Hiding Objects 149 Don’t Mix and Match Reporting Entities 150 Wrap-Up Codes 150 Legacy Reports 151 Summary 153 Chapter 11 Nodes and Processes 155 UCCE Nodes 157 Logger 157 Router 158 Peripheral Gateway 160 Administrative Workstation 162 Common Processes 163 Support Tools Node Agent 164 UCCE Nodes Startup Sequence 164 UCCE Detailed Startup 166 Logger A 166 Router A 170 Peripheral Gateway A 172 Logger B 179 Peripheral Gateway B 181 Administrative Workstation 182 Summary 183 Chapter 12 Unified CM and IVR 185 Cisco Unified Communications Manager 185 Cisco Unified IP Interactive Voice Response 186 Cisco Unified Customer Voice Portal 186 Integration with UCCE 187 Unified Communications Manager 187 UCCE with IP IVR 188 UCCE with CVP 189 Cisco Unified Communications Manager 189 Cisco JTAPI 189 CTI Route Points 190 Agent Phone Settings 191 Partitions and Calling Search Spaces 192 Queuing and Self-Service 192 CVP Versus IP IVR 196 Cisco Unified IP IVR 197 IP IVR Call Flow 197 Cisco Unified CCX Editor 200 IP IVR Configuration 201 Cisco Unified CVP 203 Summary 206 Chapter 13 Data-Driven Routing 207 What Can Be Achieved with Data-Driven Routing 208 Data Lookup Options 210 Static Lookup 211 DB Lookup Node 211 Application Gateway 212 Within an IVR Application 212 Agent Desktop/CRM Integration 213 Configuring UCCE Database Lookup 213 Step 1: Database Creation 213 Step 2: Enable the DB Worker Process 214 Step 3: Configuration Manager: Database Lookup Explorer 215 Step 4: Simple Call Script and Testing 216 Summary 217 Chapter 14 UCCE Databases 219 Relational Databases 219 UCCE Databases 221 Database Purge 222 Database Schema Overview 224 SQL Queries 227 Finding a Call with a Specific ANI 228 Finding Unassigned Call Types 229 Listing the Most Popular Callers by ANI 229 Locating the Last Script Node 230 Locating Agents Against Agent Desk Settings 230 Finding DNs Associated with a Call Type 230 Agent State Trace 232 Summary 233 Chapter 15 Management and Administration 235 Platform Management 236 Potential Failures 236 Backups 238 Platform Monitoring 239 Application Administration 245 Summary 246 Chapter 16 Troubleshooting 247 Fault Logging and Handling 248 Fault Logging 248 Cisco Technical Assistance Center (TAC) 250 Troubleshooting Methodology 251 UCCE Process Tracing 254 Setting Trace Levels 257 Analysis Manager 258 Support Tools 258 Router Trace 260 UCCE Command-Line Tools 262 dumplog Utility 263 opctest Utility 265 rttest Utility 269 procmon Utility 272 UCCE Script Editor 273 Monitoring 273 Call Tracer 274 Summary 275 Index 277ReviewsAuthor InformationAbout 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. Tab Content 6Author Website:Countries AvailableAll regions |
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