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 →

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 →

Cisco UCCE (from Cisco press)

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

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 →

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 →

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