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New PDF release: Cisco Unified Customer Voice Portal: Building Unified

By Rue Green

ISBN-10: 1587142902

ISBN-13: 9781587142901

Cisco Unified client Voice Portal

Building Unified touch Centers


Rue eco-friendly, CCIE® No. 9269


The definitive advisor to deploying Cisco Unified consumer Voice Portal IVRs in any touch heart environment


Thousands of businesses are changing legacy ACD/TDM-based touch facilities with natural IP-based unified touch heart options. this sort of options is instantly incomes industry management: Cisco Unified patron Voice Portal (CVP). Now, one of many major Cisco CVP specialists brings jointly every little thing community and telephony execs have to effectively enforce creation Interactive Voice reaction (IVR) options with CVP: architectural guidance, deployment top practices, distinct insights for layout and sizing, and more.

CCIE Rue eco-friendly courses you thru designing unified touch facilities with CVP, and deploying confirmed infrastructures to aid your designs. the writer first explains CVP’s structure, outlining its key merits and possibilities for integration and illuminating the layout demanding situations it offers. subsequent, he courses you thru addressing every one of those demanding situations, masking all CVP elements and instruments and delivering distinct insights on hand in no different book.

Using this book’s special operating configurations and examples, you could reduce configuration error, decrease downtime, increase tracking, and force greatest price from any CVP-based unified name middle solution.


Rue eco-friendly, CCIE No. 9269 (Routing & Switching and Voice), CISSP, MCSE, MCITP is a Technical chief for the client Collaboration carrier Line inside Cisco complicated prone, the place he makes a speciality of unified touch heart architectures and deployment methodologies. He at present acts in a supply architect position for Unified CVP, Unified ICM, and Cisco Unified Communications supervisor for Unified touch heart strategies. He has spent the final 21 years operating inside diverse roles concerning the structure, layout, and implementation of huge voice and knowledge networks, together with numerous years operating with advanced touch middle solutions. 


·         observe CVP’s strong features and advantages

·         know the way CVP’s parts healthy jointly right into a unified architecture

·         make the most of CVP local parts: name Server, VXML Server, Reporting Server, Operations Console Server, and Cisco Unified name Studio

·         combine non-native elements comparable to IOS units, Unified ICM, UCM, content material load balancers, and third-party servers

·         select the perfect deployment version to your organization

·         enforce unique name flows for Standalone, name Director, accomplished, and VRU-only deployment models

·         layout Unified CVP for top availability

·         successfully carry media through streaming, caching, and different techniques

·         handle the most important sizing, QoS, community latency, and safety considerations

·         effectively improve from older types or H.323 platforms

·         Isolate and troubleshoot faults in local and non-native CVP components

·         layout virtualized Unified CVP deployments utilizing UCS


This IP communications e-book is a part of the Cisco Press® Networking expertise sequence. IP communications titles from Cisco Press support networking execs comprehend voice and IP telephony applied sciences, plan and layout converged networks, and enforce community ideas for elevated productivity.


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Extra resources for Cisco Unified Customer Voice Portal: Building Unified Contact Centers

Sample text

Applications can be developed using Micro-Application technology with Cisco Unified Contact Center Enterprise software or created by using Unified CVP Call Studio development tools. 舦 IP-based queuing treatment: Using VoiceXML technologies, Unified CVP provides call treatment at the edge with personalized prompts and queue music and can even prioritize calls based on call data or CRM profiles. 舦 Integration with Cisco Unified Contact Center: Unified CVP integrates with the Cisco Unified Contact Center via a VRU Peripheral Gateway (PG).

When the underlining architecture and integration points are defined, the book focuses on key architecture and solutions to address some the most common, yet complex, design challenges existing in today舗s unified contact center deployments. Where appropriate, the book provides working configurations and examples that support the deployment of the architectures discussed. The book concludes by covering topics such as upgrades, troubleshooting, and the virtualization of Unified CVP. This book does not cover introductory concepts on how a contact center functions.

So why write a book on Unified CVP? The answer is fairly simple. With all the great documentation available from Cisco, not a single document provides the important details of Unified CVP. Those important details are scattered throughout numerous Cisco technical documents or buried in training manuals provided by training partners. Up until the construction of this book, an engineer would need to attend some classes and dig through several hundred if not thousands of pages of documentation to just get a good architecture understanding of Unified CVP.

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Cisco Unified Customer Voice Portal: Building Unified Contact Centers by Rue Green

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