Cisco Unified Customer Voice Portal: Building Unified Contact Centers

Cisco Unified Customer Voice Portal: Building Unified Contact Centers

by Rue Green
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Cisco Unified Customer Voice Portal: Building Unified Contact Centers 5 out of 5 based on 0 ratings. 1 reviews.
Are you part of an information technology staff that is responsible for designing and deploying Unified Contact Centers? If you are, then this book is for you! Author Rue Green, has done an outstanding job of writing a book that simplifies the architectural details and collects and presents them in one reference without trying to replace the existing design, installation, and configuration guides already available from Cisco. Author Green, begins by providing a history lesson about Unified CVP and its advantages. Then, the author covers Unified CVP native components including the Call Server, VXML Server, Reporting Server, Operations Console Server, and Cisco Unified Call Studio. Next, he discusses Standalone, Call Director, Comprehensive, and VRU-only deployment models and their detailed call flows. The author also covers the different Unified CVP geographic models, edge queuing techniques, and call survivability. He continues by covering the architecture of the IOS-based IVR and HTTP Client with discussions pertaining to streaming, caching, and various types of HTTP connections and interactions. Then, the author covers Sizing, Quality of Service, Network Latency, and Security considerations for Unified CVP. Next, he provides guidance for Unified CVP upgrade strategies and methodologies, including approaches to migration H.323 deployments to SIP. The author also provides a framework that you can use to isolate faults with a Unified CVP deployment, followed by a continued discussion about how to determine device status and detailed troubleshooting steps for native and non-native components. Finally, he covers the history of virtualization and how it applies to Unified CVP deployments, followed by some best practice guidance for designing a virtualized Unified CVP deployment using UCS. This most excellent book covers the Unified CVP architecture, outlining its key advantages and design considerations. Perhaps more importantly, this book covers topics such as upgrades, troubleshooting, and the virtualization of Unified CVP.