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Cisco Unified Contact Center Enterprise (UCCE)

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  • Posted August 14, 2011

    more from this reviewer

    centralised management

    The contact center products offered here by Cisco show the well placed bet that the company has made on the continued growth of the Internet and the possibility, if not the certainty, that this will far exceed the growth of proprietary products that are not based on the Internet. The book has an alphabet soup of products within the call center suite. These tend to be based on industry wide standards, and the most important is the ability to use VoIP. The typically free nature of that at the client, especially for long distance calls, has made VoIP increasingly popular.

    UCCE has impressive scalability. Chapter 3 ['Deployment Models'] describes how it can go from single site to multisite, where the latter might be for a large corporation with one data center and several remote sites that each have little or no colocated technical personnel to handle call center computing issues. The big attraction here for the company is the ability UCCE offers of centralised call processing, with concomitant savings in labour and overhead charges.

    The Cisco Unified IP Interactive Voice Response [IVR] is built atop Java, which though owned by Oracle now, has widespread support amongst programmers. The text mentions that the IVR product can be readily extended by developers who code in Java; though this is not a programming book, and you need to look elsewhere in Cisco documentation for details on how to do this. Similarly in chapter 13 ['Data-Driven Routing'], the Application Gateway exposes a programming interface for outsiders to the call scripts to access their own applications.

    There is some programming discussed within the text; in chapter 9 ['Call Flow Scripting']. Amusingly, there is an example of a possible antipattern of a script node that has an anding of several logical conditions. The author recommends using multiple IF nodes in sequence. Making for easier scrutiny and debugging and any future modification.

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