Jun
25

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).


http://youtu.be/OPcR0BTO3s4
Mark Snow, CCIE #14073
About Mark Snow, CCIE #14073

You might say that Mark Snow began his networking career at the age of five, when his father, a patented research scientist at AT&T Bell Laboratories, started sharing his knowledge with Mark. He has been working with data and voice technology ever since, beginning with Unix System V and basic analog telephony and progressing to large data networking projects and large phone systems in both enterprise and 911 PSAP environments around the world. You’ll see Mark in all of INE’s Voice video courses and live Bootcamps. Mark Snow is also an accomplished pilot, and when he isn’t learning, labing, consulting, or teaching, he can be found jumping out of a perfectly good airplane, hanging off a rock somewhere, skiing out west, or just enjoying a quiet day at the beach with his wife and two wonderful kids. You may contact Mark Snow at msnow@ine.com, follow him on Twitter, or find him helping others in INE’s IEOC Community Forum.

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