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642-243 - Unified Contact Center Enterprise Support - Dump Information

Vendor : Cisco
Exam Code : 642-243
Exam Name : Unified Contact Center Enterprise Support
Questions and Answers : 44 Q & A
Updated On : December 14, 2018
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642-243 Questions and Answers

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642-243 Unified Contact Center Enterprise Support

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642-243 exam Dumps Source : Unified Contact Center Enterprise Support

Test Code : 642-243
Test Name : Unified Contact Center Enterprise Support
Vendor Name : Cisco
Q&A : 44 Real Questions

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Cisco Cisco Unified Contact Center

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

by means of: Dennis Hartmann

carrier issuer takeaway: Cisco Unified Communications supervisor (CUCM) is the call routing and signaling component of the Cisco Unified Communications answer. This element of the chapter excerpt from the book imposing Cisco Unified Communications supervisor, half 1 will supply an overview of the brand new facets, as well because the capabilities imperative to set up, configure and installation a Cisco Unified Communications solution.

down load the .pdf of the chapter here.

Cisco Unified Communications (UC) is an IP-primarily based communications system integrating voice, video, information, and mobility items and purposes. It enables more constructive, comfy communications and may transform the way wherein we talk. UC represents a communications paradigm shift like that of the invention of the telegraph. UC removes the geographic boundaries of constructive communications through the use of voice, video, and records integration. business can also be carried out with a fluidity that progresses and evolves with you. information has been at our fingertips for a very long time, however UC allows the sharing of this tips to create capabilities and cost.

Cisco UC is a component of an built-in answer that contains network infrastructure, security, mobility, network administration items, lifecycle services, flexible deployment and outsourced management alternatives, conclusion-person and associate financing packages, and third-celebration communication functions.

Cisco UC can tremendously exchange the bottom line of business via growing greater helpful communications without dropping the personal nature of a face-to-face dialog. extra helpful communication results in reduced time to market and nimble transformation of business strategies through collaboration.

Cisco UC solution ComponentsThe Cisco UC approach encompasses voice, video, and records site visitors inside a single community infrastructure. Cisco UC machine is in a position to managing all three site visitors forms and interfacing with all requirements-based mostly network protocols.

Cisco IP Communications represents a brand new way of offering UC functionality to commercial enterprise purchasers. as an alternative of offering a group of disjointed items with particular person free up dates, testing methodology, and documentation, Cisco UC is a coordinated free up of an integrated set of products which are confirmed, documented, and supported as a device.

figure 1-1 illustrates the 4 general layers of the Cisco UC voice infrastructure model and the components that make up the layers.

The accessories of the usual layers are as follows:

  • Infrastructure layer: The infrastructure consists of routers, switches, and voice gateways. The infrastructure layer contains statistics, voice, and video between all network contraptions and purposes. this residue additionally gives excessive availability, management, quality of carrier (QoS), and network security.
  • name handle layer: The call control layer offers for call processing, machine manage, and administration of the dial plan and lines. call manage will also be supplied via a CUCM, CUCM express, or CUCM enterprise version (CMBE). This booklet makes a speciality of the CUCM product, which is just about identical to the Cisco Unified CMBE. name processing is physically independent from the infrastructure layer. as an instance, a CUCM, Cisco Unified CMBE, or CUCM express in San Jose can manner call manage for a tool physically located in Chicago.
  • purposes layer: applications are impartial from name-handle features and the physical voice-processing infrastructure. purposes, including those listed right here, are built-in via IP, which permits the applications to dwell anywhere within the network:
  • Voice mail, integrated messaging, and unified messaging applications are offered via Cisco unity, Cisco cohesion specific, or Cisco harmony Connections items.
  • Contact facilities of a lot of sizes can also be built with Cisco Unified Contact center and Cisco Unified Contact middle express.
  • Cisco Unified MeetingPlace and MeetingPlace specific are medium- to tremendous-scale conferencing servers that aid video integration. The MeetingPlace product integrates lecture-vogue conferences with scalable collaboration and manage tools. Cisco Unified MeetingPlace specific is positioned to the small to medium-sized organizations. MeetingPlace categorical is the successor of the Cisco conference Connection server.
  • Cisco Emergency Responder (ER) enhances the latest emergency functionality offered via CUCM. Cisco ER offers actual area updates for cell instruments to make sure that emergency calls to the general public defense answering point (PSAP) are properly routed to the PSAP in cost of emergency requires that site. Cisco ER identifies the caller area and maps all calls from that actual place to an emergency line identification number (ELIN) through the use of common computerized number identification (ANI)/caller identification (CLID). The ELIN is registered with the PSAP as an Emergency Response area (ERL). Deploying this capability helps make sure more positive compliance with felony or regulatory tasks, thereby reducing the lifestyles and legal responsibility dangers regarding emergency calls.
  • The Cisco Unified Presence server collects information about the availability and communications capabilities of a person and provides this guidance to watchers of the user as a status indication. The popularity suggestions includes the user's communications machine availability. as an example, the consumer can be attainable by means of mobile, video, internet collaboration, or videoconferencing.
  • general protocol interfaces, including Telephony application Programming Interface (TAPI), Java Telephony software Programming Interface (JTAPI), essential Object entry Protocol (cleaning soap), Q.SIG, H.323, Media Gateway control Protocol (MGCP), and Session Initiation Protocol (SIP) are available to aid third-celebration purposes.
  • Endpoints layer: The endpoints layer brings purposes to the consumer, whether the conclusion device is a Cisco IP phone, a pc the usage of a application-based mobilephone, or a communications client or video terminal. Cisco UC offers multiprotocol aid for Skinny customer handle Protocol (SCCP), H.323, MGCP, and SIP.
  • Cisco UC community

    The Cisco UC equipment delivers fully built-in communications, converging voice, video, and records over a single community infrastructure the use of requirements-based protocols. The Cisco UC gadget can provide unparalleled performance and capabilities to handle current and emerging communications needs within the enterprise ambiance, as illustrated through the network topology in determine 1-2.

    The Cisco UC product suite is designed to optimize performance, in the reduction of configuration and preservation requirements, and supply interoperability with a variety of other applications. It gives this skill whereas holding excessive availability, QoS, and safety.

    The Cisco UC equipment integrates here primary communications applied sciences:

  • IP telephony: IP telephony refers to know-how that transmits voice communications over a community using IP specifications. Cisco UC comprises a wide selection of hardware and software items equivalent to call-processing agents, IP telephones, voice-messaging programs, video instruments, conferencing, and many different functions.
  • consumer contact core: Cisco Unified Contact center items are a mixture of approach and architecture to revolutionize call core environments. Cisco Unified Contact center promotes productive and valuable customer communications across large networks by enabling groups to draw from a broader range of components to service clients. These resources encompass access to a big pool of agents and distinctive channels of conversation and consumer self-aid tools.
  • Video telephony: The Cisco Unified Video knowledge products enable real-time video communications and collaboration using the same IP community and make contact with-processing agent as Cisco UC. Cisco Unified Video talents does not require particular end-consumer practising. Video calling with Cisco Unified Video skills is as handy as dialing a cell number.
  • rich-media conferencing: Cisco Unified MeetingPlace creates a virtual assembly ambiance with an integrated set of IP-primarily based equipment for voice, video, and web conferencing.
  • Third-celebration applications: Cisco works with leading-area agencies to deliver the broadest selection of innovative third-birthday celebration IP communications purposes and products focused on critical enterprise needs equivalent to messaging, consumer care, and group of workers optimization.
  • CUCM FunctionsCUCM extends enterprise telephony elements and features to packet telephony network instruments. These packet telephony community instruments encompass Cisco IP phones, mediaprocessing instruments, VoIP gateways, and multimedia purposes. additional facts, voice, and video functions, reminiscent of converged messaging, multimedia conferencing, collaborative contact facilities, and interactive multimedia response techniques, engage with the IP telephony answer in the course of the CUCM utility programming interface (API).

    CUCM offers these services:

  • call processing: name processing refers back to the comprehensive technique of originating, routing, and terminating calls, including any billing and statistical assortment strategies.
  • Signaling and device handle: CUCM sets up all of the signaling connections between name endpoints and directs devices equivalent to phones, gateways, and convention bridges to establish and tear down streaming connections. Signaling is also referred to as name handle and get in touch with setup/name teardown.
  • Dial plan administration: The dial plan is a set of configurable lists that CUCM uses to perform name routing. CUCM is accountable for digit evaluation of all calls. CUCM allows for clients to create scalable dial plans.
  • mobilephone feature administration: CUCM extends functions similar to hang, transfer, ahead, conference, speed dial, redial, name park, and a lot of different aspects to IP phones and gateways.
  • directory functions: CUCM makes use of its personal database to store user guidance. person authentication is performed locally or against an exterior listing. listing synchronization enables for centralized consumer administration. directory synchronization allows CUCM to leverage clients already configured in a corporate-broad listing. Microsoft lively listing (2000 and 2003), Netscape four.x, iPlanet 5.1, and sun ONE 5.2 listing integrations are supported. The native CUCM database is a light-weight listing access Protocol (LDAP)-compliant database (LDAPv3) part within the IBM Informix Database Server (IDS).
  • Programming interface to exterior purposes: CUCM offers a programming interface to exterior functions akin to Cisco IP SoftPhone, Cisco IP Communicator, Cisco Unified IP Interactive Voice Response (IP IVR), Cisco own Assistant, Cisco Unified own Communicator, and CUCM Attendant Console.
  • Backup and restore tools: CUCM provides a catastrophe recovery equipment (DRS) to lower back up and restoration the CUCM configuration database. The DRS device additionally backs up name particulars information (CDR), call management information (CMR), and the CDR analysis and Reporting (car) database.
  • determine 1-three shows IP phones that logically register with probably the most CUCMs in the cluster. assorted CUCM servers share one database, and the mobilephone continues an energetic connection to each the primary and backup CUCM server. The figure shows the cellphone's logical TCP/ IP connections to the simple server.

    CUCM Signaling and Media Paths

    CUCM makes use of SIP or SCCP to talk with Cisco IP telephones for name setup and teardown and for supplementary provider projects. After a name has been deploy, media change happens directly between the Cisco IP telephones across the IP community, using the real-Time Transport Protocol (RTP) to carry the audio. CUCM is not worried in a call after the call has been install. If the CUCM server were unplugged right through the period of the call, users would not be aware until they tried to use a function on the mobile. CUCM is concerned best in name setup, teardown, and contours. If the CUCM server that deploy the name have been down throughout a conversation, conclusion clients would see a message indicating "CM Down, points Disabled" on the liquid crystal display display of the IP cellphone.

    illustration: primary IP Telephony call

    figure 1-four illustrates a consumer at cell A putting a call to mobile B. at first of a call, a user at IP mobile A picks up the handset, and a message is distributed to CUCM letting CUCM recognize that the machine has long gone off-hook. CUCM responds to this stimulus by means of replying with a message that tells the machine to play the dial tone file this is stored within the flash memory of the mobilephone. The person at cell A hears the dial tone and starts dialing the mobile variety of telephone B. SCCP phones send their digits to CUCM as they're pressed (digit by digit), whereas SIP phones ship their dialed digits in a single message (enbloc signaling) through default. SIP telephones have alternate options that enable them to behave similarly to SCCP telephones (Keypad Markup Language [KPML] and dial suggestions). CUCM performs digit analysis towards the dialed digits. If a match is discovered, CUCM routes the call per its configuration. If CUCM doesn't discover a healthy, a reorder tone is sent to the calling birthday party.

    CUCM indicators the calling birthday celebration to initiate ringback, so the user at phone A will hear the ringback tone. CUCM also indicators the call to the vacation spot phone, which plays the ringdown tone. more information is equipped to the telephones to point out the calling and called birthday party name and number. (mobilephone A will display the vacation spot equipment identify and quantity, and call B will demonstrate the calling birthday party name and number.)

    When the consumer at mobile B accepts the name, CUCM sends a message to the gadgets letting them know the IPv4 socket (IPv4 address and port quantity) tips in which they may still talk at some stage in the name. The RTP media path opens directly between both phones.

    The Cisco IP phones require no additional communication with CUCM unless either telephone invokes a function, such as call transfer, call conferencing, or call termination.

    implementing Cisco Unified Communications supervisor, part 1  Cisco Unified Communications manager structure Introduction  CUCM Overview  CUCM Hardware, utility, and Clustering  CUCM Licensing  summary  CUCM evaluate Quiz 

    Reproduced from the e-book enforcing Cisco Unified Communications supervisor, part 1. Copyright 2008, Cisco methods, Inc.. Reproduced by way of permission of Pearson schooling, Inc., 800 East 96th road, Indianapolis, IN 46240.


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

    CHICAGO, Jan. 22, 2018 (GLOBE NEWSWIRE) -- West’s Unified Communications functions, a worldwide provider of verbal exchange and community infrastructure features, today introduced that it is the first issuer to endure audit and achieve the Cisco® Powered Cisco Spark provider provider accreditation as a part of Cisco’s Cloud and Managed functions software (CMSP).

    This achievement follows West’s contemporary consciousness as a Cisco partner Summit Geographical location award-winner for carrier issuer of the 12 months, Americas, and distinguishes West as having accomplished an elite degree of knowledge in deploying Cisco Spark.

    “because the first Cisco companion to participate within the audit manner to achieve the Cisco Powered Spark service provider designation, we believe this demonstrates our means to steer within the industry and reinforces the price we deliver to our shoppers via operational skills, architecture, system, delivery and returned-conclusion help,” stated Randy McGraw, senior vice president of technology and operational capabilities for West’s Unified Communications features.

    West is an extended-time Cisco Gold companion and a Cloud and Managed features grasp partner worldwide.  West’s further Cisco Powered carrier designations are Managed company Communications, Cisco Powered UC as a carrier in keeping with HCS, and new this year, Cisco Powered Contact middle as a carrier based on HCS. West additionally has a grasp Collaboration Specialization.  

    About West company:

    West organization is a leading international provider of technology-driven conversation capabilities that support its valued clientele more effectively speak, collaborate and attach with their audiences through a various portfolio of options. These solutions encompass unified communications functions, security capabilities, interactive features reminiscent of computerized notifications, distinctiveness agent functions and telecom functions.

    For over 30 years, West has supplied official, exceptional, voice and information capabilities. West has income and/or operations within the u.s., Canada, Europe, the center East, Asia Pacific, Latin the us and South america. For more advice, please name 1-800-841-9000 or consult with www.west.com. For more assistance about West’s Unified Communications options, please name 1-855-544-0455 or consult with www.westuc.com.

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


    Cisco broadcasts agreement to purchase BroadSoft, a pacesetter in Cloud Calling and phone middle 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 ) nowadays introduced a definitive agreement for Cisco to acquire publicly-held BroadSoft, Inc., headquartered in Gaithersburg, MD. Pursuant to the contract, Cisco can pay $fifty five per share, in cash, in trade for every share of BroadSoft, or an combination purchase fee of approximately $1.9 billion net of cash, assuming utterly diluted shares together with conversion of debt. The acquisition has been accepted through the board of administrators of every enterprise.

    "together, Cisco and BroadSoft will bring a strong suite of collaboration capabilities across each market section," observed Rowan Trollope, senior vice chairman and regularly occurring supervisor of Cisco's applications company community. "We trust that our mixed offers, from Cisco's collaboration technology for organisations to BroadSoft's suite for small and medium groups delivered through carrier providers will provide valued clientele extra alternative and flexibility."

    "we're enthusiastic about this transaction, which represents the fruits of a strong procedure undertaken via BroadSoft's Board of directors to maximise shareholder value," referred to Michael Tessler, president and CEO, BroadSoft. "As agencies proceed to stream towards the cloud in quest of simplicity and speed, becoming a member of Cisco will permit us to convey most appropriate-in-category collaboration tools and capabilities. BroadSoft's hosted choices, sold in the course of the service providers and geared toward small and medium groups, are highly complementary to Cisco's on-premises and enterprise-centric HCS offerings. collectively, we are able to encourage groups to create, collaborate and operate in methods under no circumstances before imagined."

    further and further corporations predict utterly featured voice and contact center solutions with the capability to set up them on-premises or within the cloud. via combining BroadSoft's open interface and requirements-based mostly cloud voice and make contact with middle solutions delivered via service company companions, with Cisco's leading meetings, hardware and functions portfolio, the mixed business will offer foremost-of-breed options for agencies of all sizes and convey a full suite of collaboration capabilities to energy the way forward for work.

    The acquisition of BroadSoft reinforces Cisco's commitment to Unified Communications and enhances its ability to handle the tens of millions of growing old TDM lines poised to transition to IP expertise and cloud native solutions over the coming years. 

    "Cisco currently marked a major milestone with our 2 hundredth acquisition. Acquisitions proceed to be a core a part of our innovation strategy and over the last two years have helped Cisco speed up or enter areas similar to IoT, software intelligence, AI, hyperconvergence and SD-WAN," mentioned Rob Salvagno, vice president of Cisco corporate development. "With the addition of BroadSoft, we expect to speed up the pace of innovation across our whole collaboration portfolio."

    The acquisition is expected to close during the first quarter of calendar yr 2018, field to accepted closing circumstances and regulatory assessment. in advance of the close, Cisco and BroadSoft will proceed to operate as separate agencies. Upon completion of the transaction, BroadSoft employees will join Cisco's Unified Communications expertise community led by using vice chairman and popular supervisor Tom Puorro, below the applications community led by using Trollope.

    For greater information about Cisco's intent to acquire BroadSoft examine the weblog from Rob Salvagno.

    Investor and Media call Cisco vp of corporate construction Rob Salvagno will join Cisco Senior vice president and typical manager, functions community, 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 talk about 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 might 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 purchasable by means of webcast on the Cisco Investor members of the family site at http://investor.cisco.com, no password required.

    Story Continues

    About BroadSoft

    BroadSoft is the expertise innovator in cloud PBX, unified communications, group collaboration, and make contact with middle options for groups and service suppliers across 80 international locations. we are a market leader for cloud unified communications with an open, cell and cozy platform trusted by way of 25 of the area's exact 30 provider providers by way of income. Our BroadSoft business utility suite empowers clients and groups to share ideas and work without difficulty to obtain leap forward performance. For additional info, consult with www.BroadSoft.com.

    About Cisco Cisco ( NASDAQ : CSCO ) is the global know-how leader that has been making the web work due to the fact 1984. Our americans, products, and companions aid society securely connect and capture tomorrow's digital chance these days. find greater at newsroom.cisco.com and follow 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 associates within the U.S. and different international locations. To view a listing of Cisco trademarks, go to: www.cisco.com/go/emblems. Third-celebration logos outlined during this document are the property of their respective homeowners. using the observe associate does not suggest a partnership relationship between Cisco and some other company. 

    forward-looking Statements This press unencumber can be deemed to contain ahead-looking statements, that are field to the safe harbor provisions of the deepest Securities Litigation Reform Act of 1995, together with statements concerning the combination of the companies' items and applied sciences to seize market probability in collaboration, the anticipated advantages to Cisco, BroadSoft and their respective consumers from completing the acquisition, together with the acceleration of the pace of innovation across Cisco's collaboration portfolio, the start of subsequent-generation collaboration capabilities for customers, and the acceleration of the boom of Cisco's cloud collaboration portfolio because of the acquisition, and the anticipated completion of the acquisition. Statements related to future routine are in line with the parties' existing expectations and are always area to associated dangers involving, amongst different things, obtaining BroadSoft's stockholder and regulatory approval of the acquisition or that different situations to the closing of the transaction may additionally not be satisfied, the potential have an impact on on the business of BroadSoft as a result of the uncertainty about the acquisition, the prevalence of any adventure, exchange or other cases that might give rise to the termination of the definitive agreement, the outcomes of any criminal proceedings regarding the transaction, familiar financial situations, the retention of employees of BroadSoft and the ability of Cisco to successfully combine BroadSoft's market alternatives, technology, personnel and operations and to obtain anticipated merits. for this reason, specific consequences may range materially and adversely from these expressed in any ahead-searching statements. For advice involving other related risks, see the "chance components" part of Cisco's most contemporary record on form 10-ok filed with the SEC on September 7, 2017, as well because the "possibility components" part of BroadSoft's most contemporary reports on kind 10-okay and form 10-Q filed with the SEC on February 23, 2017 and August 7, 2017, respectively. The events undertake no obligation to revise or replace any forward-looking statements for any purpose.

    more information and the place to find It In reference to the proposed acquisition and required stockholder approval, BroadSoft will file with the Securities and change fee a preliminary proxy statement and a definitive proxy observation. The proxy observation could be mailed to the stockholders of BroadSoft. BroadSoft's stockholders are urged to study the proxy remark (including all amendments and supplements) and other critical substances after they develop into available because they'll comprise vital information.  buyers may additionally reap free copies of those files (once they are available) and other documents filed with the SEC at its site at http://www.sec.gov. furthermore, investors can also obtain free copies of the files filed with the SEC via BroadSoft by means of going to BroadSoft's Investor relations web page on its company site at http://investors.broadsoft.com or by contacting BroadSoft Investor family members at (561) 404-2130.

    BroadSoft and its officers and administrators and other individuals of management and employees may be deemed to be members within the solicitation of proxies from BroadSoft's stockholders with respect to the acquisition. assistance about BroadSoft's government officers and administrators is determined forth in the proxy statement for the BroadSoft's 2017 Annual meeting of Stockholders, which changed into filed with the SEC on March 17, 2017, and BroadSoft's different filings with the SEC. traders may additionally attain more specific suggestions involving the direct and indirect interests of BroadSoft and its respective government officers and directors within the acquisition with the aid of analyzing the preliminary and definitive proxy statements involving the transaction, which will be filed with the SEC.

    moreover, Cisco and its officers and directors can be deemed to have participated within the solicitation of proxies from BroadSoft's stockholders in choose of the approval of the transaction. advice concerning Cisco's administrators and executive officers is determined forth in Cisco's proxy observation for its 2016 Annual meeting of Shareholders, which turned into filed with the SEC on October 24, 2016, annual document on form 10-okay filed with the SEC on September 7, 2017, kind eight-ok filed with the SEC on September 18, 2017, and form eight-ok filed with the SEC on March 13, 2017. These files can be found freed from cost on the SEC's web site at www.sec.gov or with the aid of going to Cisco's Investor members of the family site at http://investor.cisco.com.


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    Unified Contact Center Enterprise Support

    Pass 4 sure 642-243 dumps | Killexams.com 642-243 real questions | [HOSTED-SITE]

    Windstream Enterprise delivers full omni-channel contact center capabilities with latest unified communications enhancement | killexams.com real questions and Pass4sure dumps

    Published: Tue, October 9, 2018 7:30 AM

    Newest version of leading contact center solution uses cloud technologies to unify all communications channels and increases customer choice Newest version of leading contact center solution uses cloud technologies to unify all communications channels and increases customer choice

    NewsOK has disabled the comments for this article.


    AI Company Earns Avaya Compliance | killexams.com real questions and Pass4sure dumps

    November 12, 2018

    Unified communications is becoming a cloud driven venture – like most things in business. As the cloud takes center stage it enables a new wave of innovation, and an expanded presence of artificial intelligence (AI).

    SmartAction announced that its solutions are now compliant with a number of Avaya’s contact center solutions. The provider of AI-powered virtual agent solutions and Avaya Technology Partner and Avaya DevConnect member is proving much in the way of potential.

    “The combination of Avaya equipment and SmartAction cloud-based AI automation helps our shared clients offer exceptional customer support via the contact center. We are thrilled to successfully complete compliance testing and continue working alongside the Avaya team,” Mike Vanca, Chief Product Officer, SmartAction.

    SmartAction already supports a number of use cases, spanning 14 industries. The AI- powered virtual agents boast natural language intent capture and routing, tech support, membership management and more, and are easily integrated with the Avaya Aura platform for contact centres 7.1 and Avaya Session Border Controller for Enterprise 7.2.

    “Technology partners like SmartAction offer yet another proof point for Avaya’s vision of the AI-enabled customer experience. The delivery of AI-powered virtual agent services allows enterprises to offer their own customers more effective and distinctive self-service options, while increasing the efficiencies in their own contact centers through automation and machine learning,” Eric Rossman, vice president, Partnerships and Alliances, Avaya.

    Partnerships make the innovation required to support the digital age and this era of transformation possible. An area benefitting a great deal as a result is AI.

    Edited by Maurice Nagle


    Cisco Unified Contact Center Enterprise: Inside the IP contact center | killexams.com real questions and Pass4sure dumps

    The cover of the book 'Cisco Unified Contact Center Enterprise' by Gary Ford, published by Cisco Press. This chapter excerpt details the various products in the Cisco Contact Center suite, what differentiates Cisco Unified Contact Center from Cisco Unified Intelligent Contact Manager (UICM), the proper use cases for Cisco Unified Contact Center Enterprise (UCCE), Unified Contact Center Hosted (UCCH) and Unified Contact Center Express (UCCX), and more.Call centers have changed quite a bit from the early days of private branch exchange (PBX)-based setups designed primarily for straightforward incoming call management. Today's more fully featured contact centers, built on automatic call distributor (ACD)- and IP-based platforms, support the receipt and intelligent routing of inbound sessions through an array of unified communications (UC) technologies, including instant messaging, video conferencing and collaboration services.

    Managing the IP contact center -- especially for enterprises with assets distributed across many sites, which could necessitate a virtualized call center approach -- requires a strong, scalable, integrated product suite equipped to quickly and effectively route voice and video calls across multiple sites based on complex business policies. Cisco believes it can offer enterprise customers just that type of solution -- a robust portfolio that can not only meet the standard requirements of traditional call-handling, but also provide a wide variety of advanced, IP-based solution features.

    In this excerpt of a chapter from Cisco Unified Contact Center Enterprise, author Gary Ford breaks down the various products in the Cisco Contact Center suite, which share a code base but can serve very different roles, depending on a customer's telephony requirements.

    Ford explains what differentiates Cisco's Unified Contact Center offering from its Unified Intelligent Contact Manager platform, as well as the proper use cases for Cisco Unified Contact Center Enterprise (UCCE), Unified Contact Center Hosted (UCCH) and Unified Contact Center Express (UCCX). He also details the benefits and features of the specific products that make up the Cisco Unified Contact Center Enterprise and other Cisco contact center suites, including Cisco Agent Desktop, Cisco Unified Mobile Agent, Cisco Unified Customer Voice Portal and much more.

    Download the PDF of this chapter excerpt on Cisco's Contact Center portfolio from the book Cisco Unified Contact Center Enterprise.

    Reproduced from the book Cisco Unified Contact Center Enterprise by Gary Ford (ISBN-10: 1-58714-117-5; ISBN-13: 978-1-58714-117-1). Copyright 2011, Cisco Press. All rights reserved. For more information about this and other similar titles, visit Cisco Press.

    About the book:

    In Cisco Unified Contact Center Enterprise, author Gary Ford offers the guidance you need to optimally configure and manage Cisco Unified Contact Center Enterprise in any environment. Ford brings more than 13 years of hands-on experience in designing, deploying and maintaining Cisco telephony and contact center solutions to his coverage of the enterprise and hosted versions of Cisco Unified Contact Center. He also covers why Cisco Unified Contact Center Enterprise's individual elements work the way they do and how to perform key tasks in Cisco Unified Contact Center Enterprise.

    Read Cisco Unified Contact Center Enterprise to learn more about the following:

  • The specifics of the Cisco Unified Contact Center product portfolio and platform architecture;
  • Configurations that can help eliminate errors and reduce downtime;
  • Monitoring and troubleshooting UCCE systems;
  • Choosing the right deployment model -- single-site, multisite or clustered -- for your environment;
  • UCCE deployment and application configuration, including preparation, planning, design and implementation;
  • Implementing traditional, current-generation and next-generation call routing;
  • Mastering best practices for call flow scripting;
  • Understanding UCCE's nodes and distributed processes;
  • Building a clean system startup sequence;
  • Designing, implementing and delivering Cisco Unified Communications Manager and Unified IP Interactive Voice Response solutions;
  • Efficiently setting up and managing UCCE databases;
  • Utilizing UCCE's reporting tools;
  • Creating advanced applications with data-driven routing;
  • Maintaining any UCCE deployment, including older versions;
  • Using a best practices troubleshooting methodology; and
  • Mastering valuable, little-known Cisco diagnostic tools.


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    Cisco 642-243 Exam (Unified Contact Center Enterprise Support) Detailed Information



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