IP Telephony & Contact Center Architects

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UCCX 7x Installation

H.323 Unified CVP Call Flow

    The call flow consists of an incoming call requiring initial self-service, followed by queue treatment, and finally delivery to a Unified ICME agent. The following diagram presents a general h.323 -based solution. A detailed description of the call… Continue Reading →

Cisco Outbound Dialing Modes

Outbound Option initiates calls using any of several modes, depending on the skill group:  Predictive Mode—Dynamically calculates the number of lines to dial per agent in order to minimize agent idle time between calls.  Progressive Mode—Uses a fixed… Continue Reading →

Establish an Internet Telephone Service Provider.

Establish an Internet Telephone Service Provider. Chose to build my own network, what would be involved? What costs would be associated with this? Would a managed solution be a better option? This really depends on what features you want to… Continue Reading →

NICE Solutions Guide

Nice solutions guide_v1.0 from Ranjit Patel

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