“UCCE Solution Troubleshooting Based on Comprehensive Call Flow for CVP and IP IVR Deployment Models”
This event had place on Thursday 22, October 2020 at 10hrs PDT
Contact Center call flows are fundamental to the successful implementation and support of Customer Voice Portal (CVP) and IP Interactive Voice Response (IP IVR) deployment models. The session is based on the Unified Contact Center Enterprise (UCCE) Technical Assistance Center (TAC) team experience and knowledge gained over years working for Cisco. It includes all existing inbound UCCE call flows based on CVP and IP IVR. The session covered not only architecture but also troubleshooting information.
1. CVP Deployment models:
Comprehensive Call Flow
2. IP-IVR Deployment models:
UCCE Deployment Model
Standalone Deployment Model
German Manvelyan is a Technical Consulting Engineer from the TAC Contact Center team in EMEA. His expertise encompasses the complete Contact Center portfolio, with deep roots in premises and hosted models. With an extensive 15 years background as an implementation, pre-sale, and TAC engineer, he is constantly developing exceptional solutions that challenge the norm. Prior to joining Cisco TAC, German was a Solution Architect and developed and implemented several Contact Centers including the largest geographically distributed (Parent/Child) Contact Center in Russia. In the Cisco TAC , he has acquired a deep technical understanding and troubleshooting skills for the entire UCCE, Packaged Contact Center Enterprise (PCCE), and Unified Contact Center Express (UCCX) product lines.
Konstantin Vaksin (CCIE collaboration #37500) is a Technical Consulting Engineer from the TAC Contact Center team in EMEA. Konstantin has broad experience in the Cisco collaboration portfolio. He started his career as a Cisco Gold partner in Russia and after a few years joined the Cisco TAC team in Belgium. In his career, Konstantin has developed troubleshooting skills in the Cisco Collaboration portfolio as well as an architect’s overview of the solution.
I ran into an issue were callers would receive "I'm sorry, we are currently experiencing system problems" intermittently. I traced the issue down to one agent that somehow we missed turning off the forward to voicemail option on ring no answer. The v...
Hello, our company is currently hiring for a few different positions, one more around UCCE/PCCE as well as Webex Contact Center, and one more around contact center application development. If people would like to learn more, please message me/email me thr...
Hello! Try as I might, I can't seem to find an explanation of the differences between RoomOS and CE software. Currently running an air-gapped on-premises network with multiple CODECs, and are looking to upgrade those devices. But I'm seeing that...
Can someone explain the difference between HoldTime and IncomingCallsOnHoldtime and is one included or a part of the other?Here is a scenario as to the question. Scenario: If an agent places an incoming caller on hold and uses another line...