Today we’ll continue in our series on UCCX and specifically take a look at setting up skills-based routing to a Contact Service Queue (CSQ).

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.

Find all posts by Mark Snow, CCIE #14073 | Visit Website

You can leave a response, or trackback from your own site.

4 Responses to “Cisco Unified Contact Center Series :: Part 2”

  1. Kenyone says:


    I have officially been thrown to the VoIP wolves :) But I’m actually glad to be in this field. I have however found myself having to sharpen my skills around voice, because I’m expected to do so on my new job. Can you tell me if you all have training in UCS servers and installing them in a VMWare environment? I’m currently doing thus under the focus of a seasoned voice engineer, but I’d also like to have some outside training, and from whom other than Mark Snow at INE?

  2. Kenyone says:

    Awesome! I’m definitely going to look into getting that class. Thanks!

  3. Raj says:

    Mark, Awesome stuff!!! made my day.

    I have an question related with this, does UCCX hit database(CDS) for agents, skills,CSQ, etc related information on per incoming call basis or it is cached by UCCX and gets updated only during provisioning change via UCCX administrator page?

    Thanks a lot,


Leave a Reply


CCIE Bloggers