June 2004
Intermediate to advanced
408 pages
12h 6m
English
book
THE ROAD TO IP TELEPHONY: HOW CISCO SYSTEMS MIGRATED FROM PBX TO IP TELEPHONY
by Stephanie L. Carhee
Content preview from THE ROAD TO IP TELEPHONY: HOW CISCO SYSTEMS MIGRATED FROM PBX TO IP TELEPHONY
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Chapter 7: Moving Forward: Continuing to Be Cisco’s First and Best Customer
(325)
• Support
– Overlay understanding of the call process
– Repeat training, draining resources
– Upgrade process moving forward
– Global education and planning
Design Solutions
The list that follows documents some of the unique design solutions deployed during the
contact center migration:
• Telephone system is Cisco CallManager (IP PBX).
• Automatic call distributor (ACD) is software in the Cisco Intelligent Call Management
(ICM).
• Call routing rules are in ICM.
• Queuing of calls is in the Cisco IPIVR.
• Reporting is in the Cisco Webview reporting package.
• Call control is ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.