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Understanding Session Border Controllers: Comprehensive Guide to Designing, Deploying, Troubleshooting, and Maintaining Cisco Unified Border Element (CUBE) Solutions by Gonzalo Salgueiro, Kaustubh Inamdar, Steve Holl, Chidambaram Arunachalam, Arunachalam Chidambaram, Kyzer Davis, Felipe Garrido

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Chapter 12

Contact Center Integration

For many companies, the contact center is the lifeline that connects them directly with their customers and partners through a variety of communication channels. It is a feature-rich environment with sophisticated call flows such as interactive voice response (IVR), agent call transfers, and outbound dialer applications. SBCs are a key component of contact center architecture; they are responsible for connecting agents and applications with the external world through IP-based audio and video calls. This chapter focuses on the Cisco Unified Contact Center Enterprise (UCCE) solution and features that require integration with the CUBE SBC. For a more comprehensive look at the UCCE solution, see the Cisco Unified ...

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