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About the AuthorFor more than 13 years, Gary Ford has been privileged to work for many large systemsintegration companies, Cisco Advanced Technology Partners, and end customers, designing, deploying and maintaining Cisco telephony and contact center solutions. His introductoryrole to contact centers started in 1997 while working for British Telecom (BT) asa test engineer tasked with integrating the GeoTel ICR platform into BT's core telephonynetwork. Over the following years, Cisco acquired GeoTel and rapidly transformed theICR product set to include solutions from other Cisco acquisitions and a great deal of inhouseinnovation. His role has changed over the years from test engineer to contact centerand unified communications consultant. Gary spends much of his time designing anddeploying Cisco unified communications solutions for a wide range of customers. Garyalso holds a bachelor's of engineering degree in computer systems engineering, the statusof Chartered Engineer, and several Cisco, Microsoft, and business-related professionalqualifications. About the Technical ReviewersCarlos Gonzales, manager of Software Development Engineering, is one of the technicalmanagers in the Customer Contact Business Unit in Boxborough, Massachusetts, wherehe has been working as an engineering manager for the past year. In his current role, he isinvolved in quality assurance testing, release engineering, and systems engineering activitieswith respect to the customer contact applications. Before becoming a manager, heheld a software engineer and technical leader position for seven years in the VoiceTechnology 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 privilegeof leading and participating in validating the UCCE system in an end-to-end Ciscosolution, as documented in the Cisco validated design guides (aka SRND). Currently, as amanager 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 centerenvironment. Carlos holds a bachelor's degree in computer science and is the recipient ofmultiple Cisco, Microsoft, and VMware certifications in addition to more than 15 yearsin the networking industry. Alan Quinn, NCE Advanced Services Europe, is one of the senior consulting engineers inthe Unified Customer Contact team in London, U.K. In his current role, he is involved indeveloping Contact Center as a Service (CCaaS) that includes Hosted UCCE, CVP, andCUCM; 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 authorityfor five years. This role focused on planning, designing, implementation, and operation oflarge contact center solutions that used the NAM/CICM deployment model. Alan hasmore than 14 years of experience in the communications industry and holds severalCisco voice certifications.

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