Cisco Unified Contact Center Enterprise (UCCE) The complete guide to managing UCCE environments: tips, tricks, best practices, and lessons learned Gary Ford Cisco Unified Contact Center Enterprise (UCCE) integrates multiple components and can serve a wide spectrum of business requirements. In this book, Gary Ford, an experienced Cisco UCCE consultant brings together all the guidance you need to optimally configure and manage UCCE in any environment. The author shares in-depth insights covering both the enterprise and hosted versions of UCCE. He presents an administrators view of how to perform key UCCE tasks and why they work as they do. He thoroughly addresses application configuration, agents, scripting, IVR, dial plans, UCM, error handling, reporting, metrics, and many other key topics. Youll find proven, standardized configuration examples that help eliminate errors and reduce downtime, step-by-step walkthroughs of several actual configurations, and thorough coverage of monitoring and troubleshooting UCCE systems. Cisco Unified Contact Center Enterprise (UCCE) is an indispensable resource to help you deploy and operate UCCE systems reliably and efficiently. Gary Ford has spent more than 13 years designing, deploying, and maintaining Cisco telephony and contact center solutions together with several of the worlds largest systems integration companies, Cisco ATPs, and customers. He was first introduced to contact centers in 1997 while working for British Telecom (BT) as a test engineer tasked with integrating the GeoTel ICR platform into BTs core telephony network. After Cisco acquired GeoTel, Fords role evolved to include broader Cisco contact center and unified communications consulting. He holds a bachelors of engineering degree in computer systems engineering, the status of Chartered Engineer, and several Cisco, Microsoft, and business-related professional qualifications. Understand the Cisco Unified Contact Center product portfolio and platform architecture Choose the right single-site, multi-site, or clustered deployment model for your environment Take a lifecycle services approach to UCCE deployment and application configuration-including preparation, planning, design, and implementation Implement traditional, current-generation, and next-generation call routing Master the latest best practices for call flow scripting Understand UCCEs nodes and distributed processes and build a clean system startup sequence Design, implement, and deliver unified CM/IP IVR solutions Set up and efficiently manage UCCE databases Make the most of UCCEs reporting tools Create advanced applications with Data-Driven Routing Effectively maintain any UCCE deployment, including older versions Use a best-practice methodology for troubleshooting, and master valuable, little-known Cisco diagnostic tools This IP communications book is part of the Cisco PressNetworking Technology Series. IP communications titles from Cisco Press help networking professionals understand voice and IP telephony technologies, plan and design converged networks, and implement network solutions for increased productivity.

The temperature-dependent variation of local environment and reorientation dynamics of the small amphiphile 2-phenylethanol in lamellar phase dispersions of the dichain cationic surfactants, 2,3-diheptadecyl ester ethoxypropyl-1,1,1-trimethylammonium chloride (DHTAC) and dioctadecyldimethylammonium chloride (DODMAC), and the nonionic surfactant, tetra(ethylene glycol) n-dodecyl ether (C12E4), have been determined using avoided level crossing muon spin resonance spectroscopy (ALC-muSR). For cosurfactant radicals the hydrophobic or hydrophilic character of the surrounding media can be determined from their magnetic resonance signatures. Comparison of the three different bilayer-forming surfactant systems shows that the ALC-muSR technique is able to distinguish both major and subtle differences in the partitioning of the cosurfactant radicals between the different systems.

We have developed a computer-aided system (Bony Parts) to analyze periodic bands in fish otoliths (or other structures) for age estimation. The image analysis program first scans the image of a thin otolith section, perpendicular to the bands specified by the user. Adjacent scans are averaged and filtered with Fourier transformation or spatial domain convolution. Bands of higher density are detected and are marked and summed on the screen. We evaluated this new technique using subsamples of thin-sectioned otoliths from the bank rockfish Sebastes rufus. The time and effort for cleaning, preparation, sectioning, and mounting are the same for both traditional and computer-aided techniques. The computer-aided technique reduced the time and tedium of counting bands, yet still allowed the user to interactively make subjective decisions about aging criteria. Both approaches produced similar readings, but computer-aided estimates were more precise than traditional readings and required less analysis time. Thus, this new technique allows sample size and precision to be increased for a given amount of effort. Use of this new technique to age 1,897 sections produced von Bertalanffy growth equations that indicate female bank rockfish grow to a larger theoretical maximum size than males (L(x) = 500.7 mm versus 438.1 mm total length) but grow at a slightly slower rate (K = 0.054 for females versus 0.073 for males).

The SE-CMM is a document that describes characteristics, both domain and process-management focused, of systems engineering processes that contribute to successful product development. From the beginning of the effort, users of the SE-CMM have requested information on how SE-CMM practices relate to other products. This document is an initial effort at identifying and characterizing these relationships. Table 1-1 shows the versions of the products that we used to develop the comparison table. Updates will be made on a periodic basis to reflect new versions, provided project resources are available. Product versions used Product Name Version A Systems Engineering Capability Maturity Model Version 1.0 Capability Maturity Model for Software Version 1.1 IEEE 1220 Trial use, 1220-1994 SDCE Version 1.0 Mil-Std-499b Version 1.0, prior to turnover to EIA; Notes on initial review of EIA-IS-632 are included in Chapter 3 SPICE BPG Version 1.0 Table 1-1. Product Name and Version Comparison Table The following table lists the information found in this chapter. In this chapter

Although U.S. universities do not yet offer undergraduate degrees named "Bachelor of Science in Software Engineering," several schools are making progress in that direction. Efforts at eleven schools are described.

Thisreportk ahighlyabridged versionof [1].It describes recent workat theSoftware Engineering Insthuteto investigate the cur- rent issues in undergraduate software engineering education, including the differences between software engineering and computer science, the need for undergraduate software engineering education, accreditation, certification, and licensing.It presents a strawman model curriculum for an undergraduate software engineering program.

The principle of abstraction, of separating a concept from a particular implementation of that concept, is gaining increasingly widespread use in programming and problem solving, and in teaching these subjects. A method of teaching the abstract concept of recursion, independent of its implementation, is presented.

Recursion is presented as a generalized control structure, with iteration being a special case. A method is described to determine when to use recursion and when to use iteration in designing an algorithm to solve a problem.

The first year computer science sequence at Arizona State University is described. These courses have a software engineering emphasis, with students introduced to the tools and techniques of high quality software development. Students are given the opportunity to apply these techniques to all phases of the software life cycle.

Measurement is a fundamental skill for engineers. To facilitate teaching software engineering measurement, materials are provided to support three lectures: introduction to engineering measurement, measurement theory, and software engineering measures. These materials include lecture notes suitable for class handouts and additional information for instructors' educational objectives, pedagogical considerations, suggestions for class projects, an annotated bibliography, and transparency masters for use in the delivery of the lectures.