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 CCX Agent E-Mail

Cisco Unified CCX Agent E-Mail Components and Interfaces   The following steps describe how an e-mail is routed using the Agent E-Mail feature: 1.The Cisco Desktop Agent E-Mail Service on the Cisco Unified CCX server connects to the mail store… Continue Reading →

Cisco Unified CCX Call Processing

 Typical Cisco Unified CCX call flow:– 1. Call arrives at Voice Gateway (VG) 2. Voice Gateway asks Unified CM how to route the call (using H.323 or MGCP). 3. Cisco Unified CM has the dialed number (DN) associated with a… Continue Reading →

UCCX 7x Installation

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