Today we begin what will be a fairly long-running and ultimately very in-depth series regarding the Unified Contact Center platforms from Cisco. To begin with, we will start with some of the basics of setting up a simple central agent-based queuing point from Cisco’s Express platform, which is their most widely deployed among small-to-medium-sized businesses. We will then continue on and go into some very advanced scripting on that Express platform, and finally we will begin to cover some of the setup and advanced pre/post routing and VXML queuing/scripting in Cisco’s Enterprise platform (UCCE paired with CVP).
Today, as the means of a good starting point, we’ll start with with an excerpt from INE’s CCIE Voice Advanced Technology Class, as it is a great overview of setting up the integration between UCCX and UCM server, as well as basic scripting for a simple ICD queue point and operation of simple agents using Cisco’s phone-based agent (we’ll explore desktop and web-based agents at a later time).
About Mark Snow, CCIE #14073:
Mark Snow has been actively working with data and traditional telephony as a Network Consulting Engineer since 1995, and has been working with Cisco Call Manager and voice-over technology since 1998. Mark has been actively teaching and developing content for the CCIE Voice track since 2005, and the Security track since 2007. Mark's story with both data and voice technology started out quite young, as he began learning around the age of five from his father who was a patented inventor and a research scientist at AT&T Bell Laboratories. Mark started out on Unix System V and basic analog telephony, and went on from there to large data networking projects with technologies such as Banyan Vines, IPX and of course IP, and large phone systems such as Nortel 61c, Tadiran Coral, Avaya Definity and of course Cisco Unified Communications Manager in both enterprise and 911 PSAP environments across the US and internationally. Mark is also an accomplished pilot and punched his ticket in 2001. When Mark isn't learning, labing, consulting or teaching, he can be found either piloting or possibly jumping out of a perfectly good airplane, hanging off a rock somewhere or else skiing out west. He also might just be enjoying a quiet day at the beach with his wife and two wonderful young kids, Ryleigh and Judah.
One Response to “Cisco Unified Contact Center Series :: Part 1”
Leave a Reply