IP Telephony & Contact Center Architects

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AVAYA Voice Portal

AVAYA Voice Portal network consists of the Voice Portal system and other external systems. The Voice Portal system consists of two major subsystems: • The Voice Portal Management System (VPMS), which controls the Voice Portal system. • One or more… Continue Reading →

Known SIP responses

  1xx   :Informational Responses 100 Trying extended search being performed may take a significant time so a forking proxy must send a 100 Trying response 180 Ringing 181 Call Is Being Forwarded 182 Queued 183 Session Progress 2xx   :Successful Responses … Continue Reading →

Best practices for SIP NAT traversal

   By Adrian Georgescu Traversing NAT (Network Address Translation) is one of the issues that hinder SIP communications. Some background about the problem: With an ideal Internet, all devices would be able to communicate end to end without any intermediaries… Continue Reading →

Contact Center Terms – Acronyms

ACD : Automatic Call Distributor ACS : Automatic Call Sequencer ACW : After Call Work ADSL : Asymmetrical Digital Subscriber Line AHT : Average Handling Time AHT : Average Holding Time on Trunks AIN : Advanced Intelligent Network ANI :… Continue Reading →

Scheduled Call Back

Typically, when a customer is waiting in queue for an available agent, or is calling outside of business hours, the customer must either callback at another time or leave a voice mail message. This is often an inconvenience to the… Continue Reading →

ISDN Commands (CISCO)

show isdn active Shows ISDN calls in progress show isdn history Shows ISDN call history show isdn status Shows ISDN line status show isdn timers Shows ISDN timer values debug isdn events Displays ISDN events in real time debug isdn… Continue Reading →

CDR, TTS, CTI, CPD, ASP, ASR, ACD

Automatic Call Distributor (ACD) – A system, usually serving a large contact center that automatically directs incoming calls to available sales or service representatives. With ISDN, ACDs can be programmed to read the incoming ANI, and direct the call to… Continue Reading →

General Cisco Unified Contact Center Architecture

Actual software components or nodes that make up the Cisco UCCE architecture. The important components to be aware of are as follows: ■ Router: The router performs the real-time processing of contacts based on its view of the contact center,… Continue Reading →

Predictive Dialing Questions and Answers

Q. IF YOU ARE DIALING OUT ON MORE LINES THAN YOU HAVE AGENTS, HOW DO YOU PREVENT HANGING UP ON PEOPLE? A. Predictive dialers utilize a predictive algorithm that strikes a balance between the amount of time between calls and… Continue Reading →

ITIL Essentials Study Guide Introduction

Service Support Functions: • Service Desk • Incident Management • Problem Management • Change Management • Configuration Management • Release Management Service Delivery Functions: • Availability Management • IT Services Continuity Management • Capacity Management • Financial Management • Service… Continue Reading →

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