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642-241 - Unified Contact Center Enterprise Design (UCCED) - Dump Information

Vendor : Cisco
Exam Code : 642-241
Exam Name : Unified Contact Center Enterprise Design (UCCED)
Questions and Answers : 278 Q & A
Updated On : December 12, 2018
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642-241 Questions and Answers

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642-241 Unified Contact Center Enterprise Design (UCCED)

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642-241 exam Dumps Source : Unified Contact Center Enterprise Design (UCCED)

Test Code : 642-241
Test Name : Unified Contact Center Enterprise Design (UCCED)
Vendor Name : Cisco
Q&A : 278 Real Questions

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Cisco Cisco Unified Contact Center

Cisco Unified Communications manager Overview | killexams.com Real Questions and Pass4sure dumps

with the aid of: Dennis Hartmann

provider issuer takeaway: Cisco Unified Communications manager (CUCM) is the call routing and signaling component of the Cisco Unified Communications answer. This portion of the chapter excerpt from the publication imposing Cisco Unified Communications manager, half 1 will deliver an outline of the new features, as well because the capabilities crucial to set up, configure and install a Cisco Unified Communications solution.

down load the .pdf of the chapter right here.

Cisco Unified Communications (UC) is an IP-based mostly communications system integrating voice, video, facts, and mobility products and purposes. It allows greater constructive, secure communications and might seriously change the manner wherein we communicate. UC represents a communications paradigm shift like that of the invention of the telegraph. UC gets rid of the geographic limitations of valuable communications by using voice, video, and data integration. business can also be performed with a fluidity that progresses and evolves with you. assistance has been at our fingertips for a long time, however UC allows the sharing of this suggestions to create advantage and cost.

Cisco UC is a part of an integrated solution that comprises network infrastructure, security, mobility, community administration products, lifecycle features, flexible deployment and outsourced administration alternate options, end-consumer and companion financing programs, and third-birthday party communication applications.

Cisco UC can enormously alternate the final analysis of company by way of growing more helpful communications with out losing the personal nature of a face-to-face conversation. more advantageous communication leads to reduced time to market and nimble transformation of company methods via collaboration.

Cisco UC solution ComponentsThe Cisco UC method encompasses voice, video, and records site visitors inside a single network infrastructure. Cisco UC equipment is capable of managing all three traffic kinds and interfacing with all necessities-primarily based community protocols.

Cisco IP Communications represents a new way of offering UC functionality to business purchasers. as a substitute of providing a collection of disjointed products with particular person liberate dates, trying out methodology, and documentation, Cisco UC is a coordinated free up of an built-in set of items which are proven, documented, and supported as a device.

determine 1-1 illustrates the four commonplace layers of the Cisco UC voice infrastructure mannequin and the accessories that make up the layers.

The add-ons of the standard layers are as follows:

  • Infrastructure layer: The infrastructure carries routers, switches, and voice gateways. The infrastructure layer contains records, voice, and video between all network devices and functions. this accretion additionally offers high availability, administration, exceptional of service (QoS), and community safety.
  • call handle layer: The call handle layer gives for name processing, gadget manage, and administration of the dial plan and features. name control can also be supplied by a CUCM, CUCM express, or CUCM business edition (CMBE). This ebook focuses on the CUCM product, which is essentially just like the Cisco Unified CMBE. name processing is physically unbiased from the infrastructure layer. as an example, a CUCM, Cisco Unified CMBE, or CUCM express in San Jose can technique call manage for a device bodily discovered in Chicago.
  • applications layer: functions are impartial from call-control services and the physical voice-processing infrastructure. applications, including those listed right here, are integrated via IP, which permits the purposes to reside any place in the network:
  • Voice mail, integrated messaging, and unified messaging purposes are offered via Cisco unity, Cisco cohesion categorical, or Cisco team spirit Connections products.
  • Contact facilities of a number of sizes will also be built with Cisco Unified Contact middle and Cisco Unified Contact center categorical.
  • Cisco Unified MeetingPlace and MeetingPlace specific are medium- to colossal-scale conferencing servers that aid video integration. The MeetingPlace product integrates lecture-fashion conferences with scalable collaboration and handle tools. Cisco Unified MeetingPlace specific is located to the small to medium-sized companies. MeetingPlace categorical is the successor of the Cisco conference Connection server.
  • Cisco Emergency Responder (ER) enhances the present emergency functionality provided via CUCM. Cisco ER provides actual place updates for cellular gadgets to be sure that emergency calls to the public safeguard answering factor (PSAP) are correctly routed to the PSAP in can charge of emergency calls for that web site. Cisco ER identifies the caller place and maps all calls from that physical region to an emergency line identification number (ELIN) through the use of average computerized quantity identification (ANI)/caller identification (CLID). The ELIN is registered with the PSAP as an Emergency Response region (ERL). Deploying this skill helps be certain extra advantageous compliance with felony or regulatory duties, thereby reducing the life and legal responsibility dangers regarding emergency calls.
  • The Cisco Unified Presence server collects information concerning the availability and communications capabilities of a consumer and offers this tips to watchers of the consumer as a status indication. The reputation counsel includes the user's communications gadget availability. for example, the user might be obtainable by way of phone, video, net collaboration, or videoconferencing.
  • commonplace protocol interfaces, together with Telephony utility Programming Interface (TAPI), Java Telephony utility Programming Interface (JTAPI), essential Object entry Protocol (cleaning soap), Q.SIG, H.323, Media Gateway handle Protocol (MGCP), and Session Initiation Protocol (SIP) can be found to support third-birthday celebration purposes.
  • Endpoints layer: The endpoints layer brings purposes to the consumer, no matter if the end machine is a Cisco IP mobile, a laptop using a software-primarily based cellphone, or a communications customer or video terminal. Cisco UC provides multiprotocol help for Skinny client manage Protocol (SCCP), H.323, MGCP, and SIP.
  • Cisco UC network

    The Cisco UC device provides wholly built-in communications, converging voice, video, and information over a single network infrastructure the use of standards-based protocols. The Cisco UC equipment can provide unparalleled efficiency and capabilities to tackle existing and emerging communications wants within the business environment, as illustrated by way of the community topology in determine 1-2.

    The Cisco UC product suite is designed to optimize functionality, in the reduction of configuration and protection requirements, and supply interoperability with a lot of different functions. It offers this skill while maintaining excessive availability, QoS, and protection.

    The Cisco UC device integrates right here principal communications applied sciences:

  • IP telephony: IP telephony refers to expertise that transmits voice communications over a network using IP standards. Cisco UC comprises a wide selection of hardware and software items corresponding to name-processing brokers, IP phones, voice-messaging methods, video instruments, conferencing, and a lot of different functions.
  • customer contact center: Cisco Unified Contact core products are a mixture of strategy and architecture to revolutionize call center environments. Cisco Unified Contact center promotes productive and effective customer communications across large networks through enabling agencies to draw from a broader latitude of materials to carrier shoppers. These materials include access to a huge pool of brokers and dissimilar channels of communique and consumer self-help equipment.
  • Video telephony: The Cisco Unified Video abilities products allow real-time video communications and collaboration the use of the identical IP network and contact-processing agent as Cisco UC. Cisco Unified Video expertise does not require particular conclusion-person practising. Video calling with Cisco Unified Video expertise is as easy as dialing a cellphone quantity.
  • rich-media conferencing: Cisco Unified MeetingPlace creates a digital assembly environment with an built-in set of IP-based mostly equipment for voice, video, and net conferencing.
  • Third-celebration purposes: Cisco works with leading-area organizations to provide the broadest choice of resourceful third-birthday party IP communications functions and products focused on crucial company wants such as messaging, client care, and group of workers optimization.
  • CUCM FunctionsCUCM extends enterprise telephony features and capabilities to packet telephony community gadgets. These packet telephony community gadgets include Cisco IP telephones, mediaprocessing gadgets, VoIP gateways, and multimedia functions. further statistics, voice, and video services, reminiscent of converged messaging, multimedia conferencing, collaborative contact centers, and interactive multimedia response systems, have interaction with the IP telephony solution in the course of the CUCM software programming interface (API).

    CUCM provides these services:

  • call processing: name processing refers back to the complete system of originating, routing, and terminating calls, together with any billing and statistical assortment tactics.
  • Signaling and equipment handle: CUCM units up the entire signaling connections between call endpoints and directs instruments comparable to telephones, gateways, and convention bridges to set up and tear down streaming connections. Signaling is also called call control and speak to setup/name teardown.
  • Dial plan administration: The dial plan is a set of configurable lists that CUCM uses to function name routing. CUCM is chargeable for digit evaluation of all calls. CUCM enables users to create scalable dial plans.
  • mobilephone function administration: CUCM extends services such as dangle, switch, ahead, convention, velocity dial, redial, call park, and many different facets to IP telephones and gateways.
  • listing services: CUCM makes use of its personal database to save consumer advice. person authentication is carried out in the community or against an exterior directory. directory synchronization enables for centralized person management. listing synchronization permits CUCM to leverage users already configured in a corporate-vast listing. Microsoft energetic listing (2000 and 2003), Netscape four.x, iPlanet 5.1, and solar ONE 5.2 directory integrations are supported. The native CUCM database is a lightweight listing access Protocol (LDAP)-compliant database (LDAPv3) element within the IBM Informix Database Server (IDS).
  • Programming interface to exterior functions: CUCM provides a programming interface to external purposes corresponding to Cisco IP SoftPhone, Cisco IP Communicator, Cisco Unified IP Interactive Voice Response (IP IVR), Cisco very own Assistant, Cisco Unified very own Communicator, and CUCM Attendant Console.
  • Backup and restoration tools: CUCM gives a disaster recovery system (DRS) to returned up and restoration the CUCM configuration database. The DRS system additionally backs up name particulars statistics (CDR), name management statistics (CMR), and the CDR analysis and Reporting (vehicle) database.
  • determine 1-three indicates IP phones that logically register with some of the CUCMs within the cluster. varied CUCM servers share one database, and the phone keeps an lively connection to each the fundamental and backup CUCM server. The determine shows the cellphone's logical TCP/ IP connections to the fundamental server.

    CUCM Signaling and Media Paths

    CUCM uses SIP or SCCP to speak with Cisco IP phones for name setup and teardown and for supplementary service tasks. After a name has been installation, media trade happens directly between the Cisco IP telephones across the IP network, the use of the real-Time Transport Protocol (RTP) to lift the audio. CUCM isn't worried in a name after the call has been set up. If the CUCM server had been unplugged all over the length of the call, clients would now not notice until they attempted to make use of a function on the cellphone. CUCM is worried only in call setup, teardown, and lines. If the CUCM server that install the name had been down all through a conversation, end users would see a message indicating "CM Down, points Disabled" on the lcd display of the IP cellphone.

    illustration: primary IP Telephony call

    determine 1-four illustrates a user at cellphone A placing a call to mobile B. originally of a call, a user at IP cellphone A picks up the handset, and a message is shipped to CUCM letting CUCM know that the machine has long gone off-hook. CUCM responds to this stimulus via replying with a message that tells the equipment to play the dial tone file that is kept in the flash reminiscence of the telephone. The person at mobilephone A hears the dial tone and starts dialing the mobilephone variety of mobilephone B. SCCP telephones send their digits to CUCM as they're pressed (digit by way of digit), whereas SIP phones send their dialed digits in one message (enbloc signaling) with the aid of default. SIP phones have options that allow them to behave similarly to SCCP telephones (Keypad Markup Language [KPML] and dial guidelines). CUCM performs digit evaluation towards the dialed digits. If a in shape is discovered, CUCM routes the name per its configuration. If CUCM does not discover a healthy, a reorder tone is shipped to the calling celebration.

    CUCM alerts the calling party to initiate ringback, so the person at phone A will hear the ringback tone. CUCM additionally signals the name to the vacation spot cell, which performs the ringdown tone. additional information is supplied to the telephones to indicate the calling and called birthday party name and number. (cellphone A will demonstrate the vacation spot device identify and number, and get in touch with B will reveal the calling celebration name and quantity.)

    When the person at cellphone B accepts the name, CUCM sends a message to the instruments letting them know the IPv4 socket (IPv4 handle and port quantity) information during which they may still communicate throughout the name. The RTP media course opens directly between the two phones.

    The Cisco IP telephones require no extra communique with CUCM unless either mobilephone invokes a function, corresponding to call switch, call conferencing, or call termination.

    enforcing Cisco Unified Communications supervisor, half 1  Cisco Unified Communications supervisor structure Introduction  CUCM Overview  CUCM Hardware, software, and Clustering  CUCM Licensing  summary  CUCM evaluate Quiz 

    Reproduced from the ebook imposing Cisco Unified Communications manager, part 1. Copyright 2008, Cisco methods, Inc.. Reproduced through permission of Pearson education, Inc., 800 East 96th road, Indianapolis, IN 46240.


    West’s Unified Communications services Attains Cisco Powered Cisco Spark provider company Designation | killexams.com Real Questions and Pass4sure dumps

    CHICAGO, Jan. 22, 2018 (GLOBE NEWSWIRE) -- West’s Unified Communications features, a global issuer of conversation and community infrastructure services, these days introduced that it is the first provider to bear audit and achieve the Cisco® Powered Cisco Spark service company accreditation as a part of Cisco’s Cloud and Managed services application (CMSP).

    This success follows West’s fresh cognizance as a Cisco companion Summit Geographical region award-winner for service company of the year, Americas, and distinguishes West as having achieved an elite degree of potential in deploying Cisco Spark.

    “as the first Cisco partner to take part in the audit manner to obtain the Cisco Powered Spark service provider designation, we believe this demonstrates our potential to lead in the marketplace and reinforces the cost we deliver to our consumers via operational abilities, structure, process, birth and again-conclusion guide,” stated Randy McGraw, senior vp of technology and operational functions for West’s Unified Communications features.

    West is a protracted-time Cisco Gold accomplice and a Cloud and Managed functions grasp associate global.  West’s additional Cisco Powered provider designations are Managed company Communications, Cisco Powered UC as a provider in line with HCS, and new this 12 months, Cisco Powered Contact center as a service in accordance with HCS. West additionally has a grasp Collaboration Specialization.  

    About West business enterprise:

    West employer is a number one global company of know-how-driven conversation capabilities that support its purchasers extra simply talk, collaborate and connect with their audiences through a various portfolio of options. These solutions include unified communications capabilities, security capabilities, interactive capabilities reminiscent of automatic notifications, area of expertise agent features and telecom functions.

    For over 30 years, West has supplied professional, brilliant, voice and data capabilities. West has earnings and/or operations in the u.s., Canada, Europe, the middle East, Asia Pacific, Latin the united states and South america. For greater suggestions, please call 1-800-841-9000 or discuss with www.west.com. For more guidance about West’s Unified Communications solutions, please name 1-855-544-0455 or seek advice from www.westuc.com.

    on the business:Julie Kent-RansomWestUnified Communications ServicesJKent-ransom@west.com773.867.7003


    Cisco broadcasts contract to purchase BroadSoft, a leader in Cloud Calling and call core solutions | killexams.com Real Questions and Pass4sure dumps

    SAN JOSE, CA and GAITHERSBURG, MD--(Marketwired - Oct 23, 2017) - Cisco ( NASDAQ : CSCO ) and BroadSoft ( NASDAQ : BSFT ) these days introduced a definitive settlement for Cisco to purchase publicly-held BroadSoft, Inc., headquartered in Gaithersburg, MD. Pursuant to the agreement, Cisco can pay $55 per share, in money, in change for each share of BroadSoft, or an combination purchase price of approximately $1.9 billion net of money, assuming utterly diluted shares together with conversion of debt. The acquisition has been permitted through the board of directors of every enterprise.

    "collectively, Cisco and BroadSoft will convey a sturdy suite of collaboration capabilities throughout every market phase," observed Rowan Trollope, senior vice chairman and established manager of Cisco's applications company group. "We accept as true with that our mixed offers, from Cisco's collaboration expertise for companies to BroadSoft's suite for small and medium organizations delivered through service providers will supply customers greater option and suppleness."

    "we are excited about this transaction, which represents the culmination of a strong process undertaken by using BroadSoft's Board of administrators to maximise shareholder price," said Michael Tessler, president and CEO, BroadSoft. "As companies continue to flow toward the cloud looking for simplicity and velocity, becoming a member of Cisco will allow us to carry ideal-in-category collaboration equipment and features. BroadSoft's hosted offerings, bought during the service providers and aimed toward small and medium groups, are enormously complementary to Cisco's on-premises and enterprise-centric HCS choices. collectively, we can encourage groups to create, collaborate and function in ways on no account earlier than imagined."

    further and further agencies predict absolutely featured voice and phone center options with the skill to set up them on-premises or within the cloud. with the aid of combining BroadSoft's open interface and requisites-primarily based cloud voice and call center solutions delivered by the use of carrier issuer partners, with Cisco's leading meetings, hardware and functions portfolio, the mixed enterprise will offer ultimate-of-breed options for organizations of all sizes and deliver a full suite of collaboration capabilities to power the way forward for work.

    The acquisition of BroadSoft reinforces Cisco's commitment to Unified Communications and enhances its means to tackle the hundreds of thousands of growing old TDM lines poised to transition to IP know-how and cloud native options over the arrival years. 

    "Cisco recently marked a significant milestone with our 2 hundredth acquisition. Acquisitions proceed to be a core part of our innovation strategy and over the last two years have helped Cisco speed up or enter areas comparable to IoT, utility intelligence, AI, hyperconvergence and SD-WAN," said Rob Salvagno, vp of Cisco company building. "With the addition of BroadSoft, we predict to speed up the tempo of innovation across our complete collaboration portfolio."

    The acquisition is expected to close all through the first quarter of calendar year 2018, subject to universal closing conditions and regulatory evaluate. previous to the close, Cisco and BroadSoft will continue to function as separate businesses. Upon completion of the transaction, BroadSoft employees will be a part of Cisco's Unified Communications expertise community led through vice chairman and general manager Tom Puorro, below the applications neighborhood led through Trollope.

    For more tips about Cisco's intent to purchase BroadSoft study the weblog from Rob Salvagno.

    Investor and Media name Cisco vice president of corporate building Rob Salvagno will be part of Cisco Senior vice president and generic supervisor, purposes group, Rowan Trollope, and BroadSoft CEO Michael Tessler, to host a joint investor, media and business analyst name on October 23 at 6:00 AM PT/9:00 AM ET to discuss the proposed transaction. To view the webcast https://investor.cisco.com. Toll free dial in: 888-769-9722; or toll: 1-517-308-9258; Passcode: 6823261. conference name replay should be obtainable approximately one hour after the conclusion of the event on October 23, 2017 to November 6, 2017 at toll free: 800-677-5855 or toll: 203-369-3660.The replay also will even be obtainable by the use of webcast on the Cisco Investor members of the family website at http://investor.cisco.com, no password required.

    Story Continues

    About BroadSoft

    BroadSoft is the know-how innovator in cloud PBX, unified communications, team collaboration, and speak to middle options for organizations and service providers across 80 countries. we are a market chief for cloud unified communications with an open, cellular and at ease platform depended on by means of 25 of the world's accurate 30 provider suppliers by earnings. Our BroadSoft company software suite empowers clients and groups to share ideas and work simply to achieve breakthrough performance. For additional info, discuss with www.BroadSoft.com.

    About Cisco Cisco ( NASDAQ : CSCO ) is the worldwide technology leader that has been making the cyber web work since 1984. Our people, products, and partners assist society securely connect and catch day after today's digital probability nowadays. find more at newsroom.cisco.com and observe us on Twitter at @Cisco.

    RSS Feed for Cisco: http://newsroom.cisco.com/rss-feeds

    Cisco and the Cisco brand are trademarks or registered logos of Cisco and/or its affiliates in the U.S. and other international locations. To view an inventory of Cisco logos, go to: www.cisco.com/go/trademarks. Third-birthday celebration emblems outlined in this doc are the property of their respective owners. using the observe companion does not indicate a partnership relationship between Cisco and any other business. 

    forward-searching Statements This press release can be deemed to include forward-looking statements, which can be subject to the protected harbor provisions of the deepest Securities Litigation Reform Act of 1995, together with statements involving the mixture of the groups' items and applied sciences to trap market probability in collaboration, the anticipated merits to Cisco, BroadSoft and their respective consumers from completing the acquisition, including the acceleration of the pace of innovation throughout Cisco's collaboration portfolio, the birth of next-generation collaboration capabilities for shoppers, and the acceleration of the growth of Cisco's cloud collaboration portfolio because of the acquisition, and the expected completion of the acquisition. Statements involving future hobbies are in line with the parties' latest expectations and are necessarily field to linked risks involving, amongst other issues, acquiring BroadSoft's stockholder and regulatory approval of the acquisition or that other conditions to the closing of the transaction might also now not be satisfied, the talents influence on the company of BroadSoft due to the uncertainty about the acquisition, the incidence of any experience, exchange or other situations that could supply rise to the termination of the definitive contract, the result of any felony complaints related to the transaction, popular financial conditions, the retention of employees of BroadSoft and the capacity of Cisco to successfully combine BroadSoft's market opportunities, technology, personnel and operations and to obtain expected merits. therefore, specific consequences may vary materially and adversely from these expressed in any forward-searching statements. For suggestions concerning other connected hazards, see the "chance elements" component of Cisco's most contemporary record on form 10-k filed with the SEC on September 7, 2017, as neatly as the "chance components" component to BroadSoft's most contemporary reports on form 10-okay and kind 10-Q filed with the SEC on February 23, 2017 and August 7, 2017, respectively. The events undertake no duty to revise or replace any forward-searching statements for any purpose.

    additional info and the place to find It In reference to the proposed acquisition and required stockholder approval, BroadSoft will file with the Securities and change commission a preliminary proxy commentary and a definitive proxy remark. The proxy remark should be mailed to the stockholders of BroadSoft. BroadSoft's stockholders are urged to examine the proxy remark (including all amendments and dietary supplements) and other important materials after they turn into available because they'll include essential counsel.  investors might also gain free copies of these documents (when they are available) and different documents filed with the SEC at its web site at http://www.sec.gov. moreover, investors may also acquire free copies of the documents filed with the SEC with the aid of BroadSoft by using going to BroadSoft's Investor family members web page on its company site at http://buyers.broadsoft.com or by using contacting BroadSoft Investor members of the family at (561) 404-2130.

    BroadSoft and its officers and administrators and other members of management and personnel may be deemed to be members within the solicitation of proxies from BroadSoft's stockholders with appreciate to the acquisition. advice about BroadSoft's government officers and directors is decided forth within the proxy remark for the BroadSoft's 2017 Annual assembly of Stockholders, which turned into filed with the SEC on March 17, 2017, and BroadSoft's different filings with the SEC. investors may also gain extra precise counsel concerning the direct and indirect pastimes of BroadSoft and its respective government officers and administrators in the acquisition by studying the preliminary and definitive proxy statements regarding the transaction, which could be filed with the SEC.

    additionally, Cisco and its officers and directors may be deemed to have participated within the solicitation of proxies from BroadSoft's stockholders in want of the approval of the transaction. information concerning Cisco's administrators and government officers is determined forth in Cisco's proxy observation for its 2016 Annual meeting of Shareholders, which become filed with the SEC on October 24, 2016, annual record on form 10-k filed with the SEC on September 7, 2017, form 8-k filed with the SEC on September 18, 2017, and kind eight-k filed with the SEC on March 13, 2017. These documents are available freed from can charge on the SEC's web page at www.sec.gov or through going to Cisco's Investor members of the family website at http://investor.cisco.com.


    642-241 Unified Contact Center Enterprise Design (UCCED)

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    Unified Contact Center Enterprise Design (UCCED)

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    Unify OpenScape Voice: Product overview | killexams.com real questions and Pass4sure dumps

    Editor's note: This article is part of a buying series on unified communications. The features in this series describe the evolution of UC and its use cases, as well as the important criteria to consider when buying a UC service. The series also compares the top UC products in the market. This article gives an overview of Unify UC products.

    Unify's UC platform, the OpenScape suite, offers a wide range of enterprise communication options. The main components include: OpenScape Voice, media server, unified communications, mobility and video, Xpressions for messaging, contact center, and session border controller.

    Unify also offers small to medium-sized enterprise services that include OpenScape Enterprise Express and OpenScape Business. Unify has also created a range of IP phones, both wired and wireless, and software clients. The phones allow users to take advantage of the features offered by the Unify UC systems.

    Voice system features sizable scalability

    OpenScape Voice is the foundation of Unify's voice service. It provides carrier-grade scalability and reliability, supporting up to 100,000 users per node, making it suitable for international enterprises with offices worldwide.

    OpenScape Business, targeting smaller enterprises, can coexist with existing telephony and is well-suited for companies transitioning to an IP-based service.

    OpenScape Voice runs under the Linux operating system and has been built to support VMware-virtualized environments, enabling server consolidation and hardware independence. Customers can use any hardware platform that is certified by VMware and meets the resource requirements of OpenScape Voice, while the system's administration is performed via a Web-based graphical user interface.

    OpenScape Voice offers different deployment models depending on the size of the organization and capacity required. One of the smaller deployment models includes OpenScape Voice and a number of other applications in a virtualized environment under a single server. This model can support up to 5,000 users. It's a cost-effective service since limited hardware is required, but has a single point of failure.

    Enterprise customers that require zero downtime with large scalability should consider a deployment model running two instances in a redundant two-node cluster, set up in an active-active mode. In this model, if one of the nodes fails, the remaining node assumes the load of the failed partner and provides uninterruptable service across the enterprise. Currently, Unify only supports a cluster of two physical nodes or a cluster of two virtual nodes. Mixed environments -- physical and virtual nodes -- are not currently supported.

    OpenScape Voice supports presence, billing, collaboration services, call routing, scalability up to 500,000 users, and much more.

    The OpenScape Media Server provides tones, announcements and conferencing services. It is scalable with the ability to install multiple media servers to meet an organization's needs. The OpenScape Media Server can also act as a flexible alternative to hardware multipoint control units for video conferencing.

    UC, mobility, video and messaging provide a rich set of features

    OpenScape UC is the main unified communications engine that provides users with multiple ways to collaborate. Employees can connect with each other or customers via a desktop client, Web client, voice portal or mobile client.

    Advanced UC applications, such as Unify's mobile client, work with OpenScape UC to provide rich mobility features. With the mobile client, users can perform video calls, access presence services and conference calls, set their preferred device, and much more.

    The flexible per-user licensing lets organizations buy the exact number of licenses required to cover their needs. This helps lower costs and ensures complete use of all purchased licenses. Depending on a user's role, functionality can be added or removed with a few clicks via the administrative Web interface.

    OpenScape's ability to support 500,000 users makes it a top option for very large enterprises.

    OpenScape UC can also be integrated with Microsoft Outlook, IBM Lotus Notes and Google, so users can easily organize a meeting, conference call and more.

    Video conferencing is also supported. With the OpenScape desktop video conferencing software, users can conduct multiparty video conferencing. Full HD video rooms are also supported, along with HD-capable desktop clients, delivering a high-end, cost-effective video conferencing experience.

    OpenScape Xpressions is a Windows-based messaging application server supporting 64-bit Windows Server 2003 R2 SP2 Enterprise, Windows Server 2008 Standard/Enterprise and Windows Server 2012 R2 Standard. Xpressions supports enterprises' daily messaging needs through flexible and easy-to-manage services, including voicemail, fax, email and short message service.

    Xpressions can support voicemail for up to 20,000 users and unified messaging for 10,000 users, making it a scalable service for small and large enterprises. Advanced features include text-to-speech and speech-to-text conversions, message access via Web browser, and support for mobile and remote users.

    Contact center features visual workflow management

    OpenScape Contact Center is designed for mid-to-large contact centers supporting up to 7,500 active agents in a multiserver deployment model, or up to 1,500 active agents on a single server.

    The contact center service offers integration with OpenScape Voice and the rest of Unify's UC suite. Its advanced software handles routing of incoming calls and redirection to the correct agents.

    Unify's Agent Desktop allows multichannel interaction handling of calls, extending the contact center to experts and decision makers no matter where they are. This helps improve first-agent contact resolution and the overall customer service experience.

    The Contact Center Enterprise Manager desktop allows managers to have a visual and customizable console that helps them administer users and resources, design multisite routing and queue processing flows. It also provides real-time monitoring and reporting across all incoming channels, plus much more.

    OpenScape Contact Center includes the Design Center software for managers, which provides a visual workflow of incoming calls. With Design Center, managers can create and edit call flows and use a number of components -- such as time of day, source, destination routing and multisite routing -- to create a highly sophisticated design.

    Unify contact centers can handle inbound and outbound calls.

    Extending services beyond network boundaries

    The OpenScape Session Border Controller (SBC) is a cost-effective and secure service that extends voice and UC services to the mobile, home and remote office user. The SBC is available as a virtual appliance supported under the VMware platform, which helps reduce hardware costs and maintenance.

    OpenScape SBC can handle SIP trunk connections to telecom providers and interface with Skype Connect, while at the same time providing secure VPN services to mobile and remote users. The SBC supports up to 50,000 remote users and a maximum of 8,000 simultaneous SIP sessions.

    Since the SBC can support several services -- such as voice, VPN, network segmentation, SIP and RTP protocol inspection, and firewalling -- up-front costs are reduced dramatically, as it simplifies the network and WAN infrastructure requirements.

    OpenScape SBC can terminate multiple SIP telecom providers and perform least-cost routing to further reduce communication costs up to 80%.

    Services for small to midsized enterprises

    The OpenScape Enterprise Express targets midsize businesses with up to 2,000 users and offers the following packages: OpenScape Voice, UC, Xpressions, contact center and attendant console in a single orderable package.

    Unify offers multiple base packages that start with 25 and 200 users, though base packages do not include the contact center. If a business expands and requires additional licenses, it would need to order the appropriate package for the additional users.

    Connectivity with SIP providers is possible with the OpenScape SBC. Access to PSTN/ISDN telecom providers requires OpenScape Branch appliances, such as the 50i or 500i, which also offer site survivability services in case the main call manager is offline.

    The OpenScape Business service targets small to medium-sized enterprises with one or multiple sites and a total of 2,000 users. OpenScape Business is well-suited for organizations that would like to slowly transition from a classic telephony system to an IP-based UC service, as it can coexist with the existing telephony infrastructure.

    Depending on the organization's size, customers can select from four hardware OpenScape Business models: X1, X3, X5 and X8, for up to 500 users, or choose the server-based system OpenScape Business S, which is designed for larger installations with more than 500 users.

    All hardware models support a variety of voice interface modules enabling connectivity with telecom providers via ISDN BRI/PRI lines. SIP trunks are fully supported, and the maximum number of trunks depends on the model selected.

    Large enterprises need to ensure OpenScape fits their needs

    OpenScape offers two flavors of UC platforms: UC Smart and UC Suite.

    Depending on the system configuration and users, the UC software can run under the UC Booster Card and UC Booster Server, for up to 500 users, or can be included in the OpenScape Business S server-based solution that supports up to 1,500 users in a VMware environment.

    Both UC Smart and UC Suite offer an extensive amount of UC services via desktop software that integrates voicemail, softphone, presence, messaging and more. Mobility is made easy via Unify's myPortal app, which supports all popular mobile devices such as tablets, smartphones and other similar devices.

    Unify OpenScape offers a wide range of services for enterprises of all sizes. OpenScape's ability to support 500,000 users makes it a top option for very large enterprises. However, larger enterprises need to ensure the product can cover all their requirements.


    Trusted Options for Avaya Customers | killexams.com real questions and Pass4sure dumps

    Making a major business technology purchase isn’t something you can take lightly. And I don’t know anyone who would. It’s not the same as buying a new TV or a new phone. Those usually aren’t impulse decisions. You’ve done your research. But if it’s not what you want, you can quickly unplug the TV and exchange it for a different model. Or live with your new phone, call it mean names for the two years of your mobile contract, and make a different choice next time.

    But business technology decisions affect people, processes, budgets. Deploying new tech means dealing with transitions, integration, implementation, and all that goes with those. And unlike “behind closed doors” technology that lives in the secret work of network admins, unified communications touches everyone in your business – from your employees to your customers and everyone between. And your contact center? You don’t need me to tell you how important that is.

    These are the purchases that require trust: Trust in the products, trust in the vendor, and trust that your future needs are always part of the equation.

    These are the purchases that require trust: Trust in the products, trust in the vendor, and trust that your future needs are always part of the equation.

    Like making a purchase decision isn’t always simple, neither is deciding that it’s time to make one. Whatever brings you to shop for new tech is much more than an empty milk carton in the refrigerator. Maybe you fit into one of these scenarios:

  • You’re a new org with a blank page and get to build your setup from scratch.
  • You’ve long struggled with a pieced-together system, but now it’s time to step up to a fully integrated platform.
  • You’ve worked with a vendor for a long time, but you’re not confident in the company’s longevity. Or it’s not keeping up with what competitors have to offer.
  • You just did all that due diligence and homework. You wrote a hefty check. Now, all of a sudden, there’s a change in your vendor’s status.
  • Whatever the reason, it’s rarely easy. And somehow, if you’re a linchpin in the decision process, you’ll lose some sleep along the way. (If not you, someone on your team will…) Personally, I’m a fan of sleep. I like it. It’s important. Let us help you minimize that lost sleep.

    Let’s not dance around it. Avaya’s recent announcements have put a lot of people into the decision process. Change and uncertainty usually do.

    Let’s not dance around it. Avaya’s recent announcements have put a lot of people into the decision process. Change and uncertainty usually do. So then, what to do next? I’m not bold enough to say, “Hey, come on over and write me a check right now.” That’s not how this works. It’s not an overnight decision. You have to figure out who you trust with your unified communications and customer care solutions. And to get there means asking a lot of questions – and getting the answers you need.

    Trust Cisco for Unified Communications

    The industry recognizes Cisco as a leader in unified communications. We have over 15 years of experience implementing solutions for organizations of all sizes across industries, worldwide. And we don’t sit still. We’re focused on a cycle of constant innovation to improve everything we do, always emphasizing the user experience.

    Does Cisco offer unified communications solutions? Yes. We have comprehensive, fully supported unified communications solutions based on proven voice, video, messaging, and mobility. We offer a range of cloud, on-premises, hosted, and hybrid solutions, including Cisco Spark, Cisco Business Edition packaged solutions, and customer care.

    What should I do if I’m considering a move from my current vendor? This is a great time for a conversation with us. Together with our extensive network of partners, we’re available to talk you through your particular concerns, help you come up with development plans, and mitigate risks as you move forward.

    Are there special programs to help me move to Cisco? We have several programs to help you move to Cisco, from technology migration discounts to try-and-buy offers and adoption services. Our partners can advise you regarding which ones best suit your needs.

    What are some of your differentiators against Avaya? Cisco is leading the industry, with significant investments in on-premises, cloud, and hybrid unified communications solutions.

  • Innovation: Cisco Spark is helping to change the way people communicate and get things done with meetings, messaging, and calling in one platform.
  • Options: You have choices of how to bring our solutions into your organization. Depending on your needs, you might go with one of our Business Edition packaged collaboration solutions or work with a partner for a hosted collaboration solution.
  • Depth: If you are looking for advanced call control or customer care capabilities, we have solutions for businesses of any size.
  • Flexibility: The Cisco Spark Flex Plan decouples the deployment platform decision from the purchase decision so you can migrate to cloud collaboration on your own schedule.
  • What are the differences between the Business Edition packaged solutions? It’s all about you and what you need.

  • If you’re an enterprise with sophisticated unified communications requirements, consider Cisco Business Edition 7000. It’s a great fit for organizations with over 1000 employees. It comes preloaded with unified communications, contact center, mobility, video, paging, Emergency Responder, and more. It is a modular, scale-out solution. You might also want to consider an Enterprise Agreement.
  • For midsized organizations with up to 1000 employees, Cisco Business Edition 6000 could be a great replacement for existing Avaya unified communications platforms. It’s a complete solution with unified communications, contact center, mobility, video, paging, Emergency Responder, and more. It’s a comprehensive and flexible solution.
  • Cisco Business Edition 4000 provides essential voice and voicemail services, with easy-to-use management tools at an affordable price. It’s a great option if you have between 25 and 200 devices (such as phones). And it’s a great replacement for an existing Avaya IP Office system. To keep things simple, installation and ongoing management take place via the cloud.
  • Do Cisco solutions work alongside our existing Avaya investments? Our partners have great experience migrating from Avaya to Cisco and can work with you to plan your migration. We believe an end-to-end Cisco solution delivers the best experience and increases the effectiveness of communications and collaboration in your organization. But, we realize that you may need a phased approach.

    What support can you offer? Our services team can help you plan every step of your journey, from planning, design, implementation, and adoption to ongoing support. Once your system is running, Software Support Service (SWSS) provides access to upgrades and global 24×365 access to our Technical Assistance Center. Cisco Smart Net Total Care™ Service provides options for 2-hour, 4-hour, or next-business-day advance hardware replacement. Likewise, our partners also offer a wide range of value-added services.

    Find a collaboration partner with the partner locator tool.

     Trust Cisco for Your Contact Center

    Cisco has been in the contact center business since 1999. Depending on region and market share reports, Cisco is either number 1 or number 2 in the contact center platform segment. Our portfolio covers the needs of contact centers from small to very large. Deployments include market leaders in all industries and more than 27,000 individual contact centers.

    Have you migrated large Avaya customers to Cisco contact centers? Yes. In fact, a significant percentage of new Cisco contact center customers are existing Avaya contact center customers, including many deployments of more than 10,000 seats.

    Avaya says Cisco is dependent on third parties — is that true? Yes. Digital transformation is a value chain play that can’t be accomplished via a single vendor. That’s why we focus on extensibility to valuable third-party solutions via a strong set of open APIs and interfaces.

    How do you minimize risk in moving from Avaya to Cisco? We’ve developed extensive expertise in migrating customers from Avaya environments to Cisco. That expertise allows us to reduce risk and translate your specific Avaya solution to Cisco.

    How long would an Avaya to Cisco migration take? As you’d expect, it depends on the size and complexity of your current Avaya environment. A Cisco environment can be up and running in as little as 90 days.

    Does Cisco have a cloud contact center solution? Yes. Cisco Hosted Collaboration Solution for Contact Center is a version of Cisco Unified Contact Center Enterprise designed for hosting by service providers and other cloud partners. It provides the same capabilities as our enterprise on-premises solution in a per-agent/per-month consumption model.

    Are Avaya’s existing applications, such as Avaya WFO, compatible with Cisco’s platform?Yes. Our ecosystem partners — such as NICE, Verint, and Calabrio — have WFO-compatible solutions that have been certified and tested, and that interoperate with both Cisco and Avaya.

    Can you help us maintain and manage an Avaya platform and existing third-party applications during a transition? Yes. Cisco and our partners can support migration, day-2 support, and manage and maintain an Avaya solution.

    Do you have applications similar to Avaya CMS, Call Vectoring, and Session Manager? Yes. Cisco has a mature platform with equivalent or more robust capabilities due to a more modern architecture that provides greater inherent extensibility. The following table provides examples of baseline capabilities between the two companies. One significant difference: Cisco builds many of these capabilities directly into the base solution, whereas Avaya requires add-ons.

    What is your global presence? Our contact center solutions have wide market presence in every operating region of the world. Our installed base scales from small contact centers to large virtual and global customer care centers. Our partners include large global as well as regional players.

    Get Gartner’s perspective. Gartner positioned Cisco as a leader in all five Gartner Magic Quadrants in which Cisco Collaboration participated — including those for unified communications and contact center.


    Four Reasons Why You Should Move Your Contact Center to the Cloud | killexams.com real questions and Pass4sure dumps

    The migration of contact centers from on-premises to the cloud is well underway and dramatically changing how companies deliver customer experience today. In fact, a report by 8×8 late last year, conducted in partnership with the CCNG Contact Center & Customer Care Industry Professional Network, found three-quarters of companies have either already adopted or are planning to adopt cloud-based contact center systems.

    The move to cloud is being largely driven by specific innovations in the contact center – innovations that on-premises and legacy systems can’t keep pace with. The contact center today involves more than just a phone, and more often than not, requires agents to interact with customers through a variety of channels, including email, chat and social media. Trying to wrestle new functionality into your legacy system can not only be costly but difficult, and they lack the agility, functionality, and hassle-free advantages of cloud alternatives.

    The cloud can accommodate the broadest range of communication needs, including business phone services, collaboration, contact centers, unified communications, and mobility. And while there are many reasons to leave your legacy, on-premises systems behind for the cloud, here are four of the most critical.

    1. Improving the Customer Experience

    For any contact center, be it on-premises or in the cloud, the two major challenges for most companies are improving customer satisfaction and increasing agent performance. The good news is that analytics tools have been developed to support operators in this quest. In fact, 52 percent of those surveyed said they use quality management software, while 47 percent said they use survey tools to increase overall customer satisfaction. A further 25 percent said they use customer journey metrics.

    However, there is still room for improvement, and opportunity exists to upgrade to newer, more efficient technology that not only measures performance but facilitates the coaching of agents to help them improve. Currently, 59 percent of contact centers measuring agent performance are still using spreadsheets and notes, followed by informal discussions at 44 percent. Luckily, the increase in remote workers, data, analytical tools and the number of contact centers moving to the cloud enable more modern approaches for measuring agent performance and improving customer experience.

    2. Business Continuity/Disaster RecoveryOne of the biggest shortcomings of traditional, on premises systems is their lack of adequate disaster recovery and business continuity capabilities. In the event of natural disasters or other events, legacy systems often suffer from outages and struggle in providing continuous connectivity.

    In the survey we commissioned late last year, we asked respondents to identify the top three reasons why they moved their contact centers to the cloud, and 43 percent of respondents stated business continuity/disaster recovery. This shouldn’t come as too much of a surprise given the cost to a business of a single outage. Even just a one hour outage could potentially cost a company upwards of several hundred thousand dollars.

    The cloud offers a solution to these woes as it ensures high availability, disaster recovery and business continuity by design. Unlike on premises systems, there is no single point of failure in a cloud implementation. Instead, connections are continuously maintained so in the event of a natural disaster such as an earthquake or severe weather situation, calls in a cloud-based system can automatically be routed to mobile phones, enabling employees to stay connected with their customers no matter what.

    3. Ability to Scale Up and Down

    In the same survey, 41 percent of respondents stated their second biggest reason for moving to the cloud is the ability to scale up and down. Traditional communications platforms are much too rigid to accommodate growth, and any business that undergoes a merger or acquisition expands to a new locations or hires new team members will quickly understand why flexibility is so important.

    A cloud-based system enables you to quickly adjust communications capacity to precisely match the needs of your enterprise at all times. The cloud enables far greater business agility than traditional systems – add new lines, phones, and locations whenever you need, or disconnect them. All the complexity moves off premises, off your plate, and into the cloud. Whether you’re opening a new office in Boise or Berlin, employees can have sophisticated communications services in a matter of weeks versus several months.

    4. Lower Cost of Ownership

    Companies are also moving to the cloud because of the ability to lower their total cost of ownership. On-premises systems can cost millions of dollars. They often require expensive customization and professional services, and new features may also be tied to hardware, which limits choice and increases costs.

    Today, every company requires some form of contact center capability, whether it’s a small business, regional office or the company headquarters, and with the cloud, it’s much easier for companies to deploy new features with minimal IT assistance. As a result, it substantially reduces IT costs. Additionally, the cloud makes it possible for informal and non-traditional contact center teams to enhance their customer interactions. That said, the bigger cost saving comes from the reduction of servers required for on-premises systems. Depending on the size of an organization there is either the elimination or reduction of IT staff hours that formerly had to tend with the hardware infrastructure as well as the cost of the servers themselves.

    The last cost to be considered is the software itself. For the most part, cloud software subscriptions cost a lot less than legacy on-premises systems. In fact, in many cases, it is recorded simply as an operating expense.

    But regardless of cost and some of the other trends discussed here, the biggest takeaway is that we have access to a multitude of technologies that are not only enabling better customer experiences but also helping a growing number of contact centers solve the challenge of on-premises systems by moving to the cloud.



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    Cisco 642-241 Exam (Unified Contact Center Enterprise Design (UCCED)) Detailed Information



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