Gary Ford - Cisco Unified Contact Center Enterprise (UCCE) (Networking Technology: IP Communications)

800 East 96th Street
Indianapolis, IN 46240

Cisco Unified Contact Center Enterprise (UCCE)

Gary Ford

Copyright 2012 Cisco Systems, Inc.

Published by:
Cisco Press
800 East 96th Street
Indianapolis, IN 46240 USA

All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without written permission from the publisher, except for the inclusion of brief quotations in a review.

First Printing June 2011

Library of Congress Cataloging-in-Publication data is on file.

ISBN-13: 978-1-58714-117-1

ISBN-10: 1-58714-117-5

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Not only is this book dedicated to my family, friends, and pets but also to all those Cisco engineers, customers, and Cisco partners that I have been fortunate to work with during my career.

For more than 13 years, Gary Ford has been privileged to work for many large systems integration companies, Cisco Advanced Technology Partners, and end customers, designing, deploying and maintaining Cisco telephony and contact center solutions. His introductory role to contact centers started in 1997 while working for British Telecom (BT) as a test engineer tasked with integrating the GeoTel ICR platform into BTs core telephony network. Over the following years, Cisco acquired GeoTel and rapidly transformed the ICR product set to include solutions from other Cisco acquisitions and a great deal of in-house innovation. His role has changed over the years from test engineer to contact center and unified communications consultant. Gary spends much of his time designing and deploying Cisco unified communications solutions for a wide range of customers. Gary also holds a bachelors of engineering degree in computer systems engineering, the status of Chartered Engineer, and several Cisco, Microsoft, and business-related professional qualifications.

Carlos Gonzales, manager of Software Development Engineering, is one of the technical managers in the Customer Contact Business Unit in Boxborough, Massachusetts, where he has been working as an engineering manager for the past year. In his current role, he is involved in quality assurance testing, release engineering, and systems engineering activities with respect to the customer contact applications. Before becoming a manager, he held a software engineer and technical leader position for seven years in the Voice Technology Group Solution Test team focused on solution-level testing of UCCE, CVP, CUCM, CUP, CUSP, CTIOS, CAD, UCS, Outbound in Standalone, Distributed, CoW, and Parent/Child deployment models. During his tenure as an engineer, he had the privilege of leading and participating in validating the UCCE system in an end-to-end Cisco solution, as documented in the Cisco validated design guides (aka SRND). Currently, as a manager on the CCBU team, he has been privileged to work with UCCE development, test, and field engineers in deploying UCCE in a UCS, VMware, and EMC data center environment. Carlos holds a bachelors degree in computer science and is the recipient of multiple Cisco, Microsoft, and VMware certifications in addition to more than 15 years in the networking industry.