Posts Tagged ‘IP Telephony’
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).
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).