IP Telephony & Contact Center Architects

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Attributes base call routing

Attributes identify a call routing requirement, such as language, location, or agent expertise. Each precision queue can have up to 10 unique attributes, and these attributes can be used in multiple terms. You can create two types of attributes: Boolean… Continue Reading →

“If it works, why should I care?” Don’t make the common mistake of believing multi-tenancy is the same as multi-user or multi- enterprise clouds: “Multi tenancy Vs Multi Instance in CCaaS / UCaaS clouds..

Download Complete Whitepaper : https://drive.google.com/file/d/0B-I0ckywnDJfV0ZoNWZhLUxPN2RHcWlCX09wdlFJd0pRdEow/view?usp=sharing_eid

Cisco Unified Contact Center Enterprise Software Components

Cisco Unified Contact Center Enterprise Cisco Unified Contact Center Enterprise (Unified CCE) provides a VoIP contact center solution that enables you to integrate inbound and outbound voice applications with Internet applications, including real-time chat, Web collaboration, and email. This integration provides… Continue Reading →

Genesys Log File Management Tool (LFMT) and its architecture.

Log File Management Tool (LFMT) and its architecture. Log files are an integral part of Genesys software, and they are the main  sources of information when troubleshooting application issues. The faster that relevant, accurate, and consistent log files are provided,… Continue Reading →

hundred call second or centum call second (CCS)

The hundred call second — also known as the centum call second (CCS) — is a unit of telecommunications traffic density that is the equivalent of one call (including call attempts and holding time) in a specific channel for 100… Continue Reading →

Cloud Contact Center Enterprise

The cloud is simply a delivery model for information technology services. Instead of installing and maintaining software, data and other services in-house and on-site, these services can be hosted remotely and accessed via the Internet from anywhere. As networking technology… Continue Reading →

Tips & tricks in Genesys, Avaya, Lync and Cloud – Refer it through the window of real-time experiences shared by one of the SMEs


Cisco UCCE (from Cisco press)

Cisco Unified Contact Center Enterprise Cisco Unified Contact Center Enterprise (UCCE) by Gary Ford

IVR PG Protocol (GED-125) Introduction

IVR-Link is the interface between the ICM and Voice Response Units. The interface allows an ICM Peripheral Gateway to collect data from a VRU for use in call routing, real time monitoring, and historical reporting. The interface also allows the… Continue Reading →

CTIOS Introduction

CTIOS brings several major advances to developing custom CTI integration solutions. The CTIOS Client Interface Library (CIL) provides an object-oriented and event driven application programming interface (API), while the CTIOS server does all the `heavy-lifting’ of the CTI integration: updating… Continue Reading →

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