Rue Green - Cisco Unified Customer Voice Portal: Building Unified Contact Centers

Building Unified Contact Centers

800 East 96th Street
Indianapolis, IN 46240

Cisco Unified Customer Voice Portal

Building Unified Contact Centers

Rue Green

Copyright 2012 Cisco Systems, Inc.

Published by:
Cisco Press
800 East 96th Street
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First Printing December 2011

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

ISBN-13: 978-1-58714-290-1

ISBN-10: 1-58714-290-2

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This book is dedicated first to my family, my wife Marcy and my two awesome children, Kyla and Jake. Without their support, encouragement, and patience, it would not exist. Secondly to my Mom and Dad, who instilled in me strong work ethics and a will to never doubt myself. Lastly, to my sister, who has always been the big sister with a big heart. I think they will be proud of what follows.

Rue Green, CCIE No. 9269, is a Technical Leader for the Customer Collaboration Service Line within Cisco Advanced Services focusing on Unified Contact Center architectures and deployment methodologies. He currently acts in a delivery architect role over sighting deployment architectures for Unified CVP, Unified ICM, and Cisco Unified Communications Manager for Unified Contact Center Solutions. Rue has spent the last 21 years working within different roles covering software development to network architecture, design, and implementation for large voice and data networks. Rue has a B.S. degree in computer science and mathematics from Colorado Mesa University. He is also a dual Cisco Certified Internetwork Expert (CCIE #9269) in Routing & Switching and Voice, and a Certified Information System Security Professional (CISSP #75393). He also carries many other vendor and industry certifications such as the Microsoft Certified Systems Engineer with Exchange 2003 emphasis and the newer Microsoft Certified IT Professional: Enterprise Administrator certification on Server 2008.