New technologies enable the transition of call centers to contact centers, including:
Multi-channel (voice, text chat, Web collaboration, e-mail, video) services on converged networks
Customer relationship management (CRM) and business applications
IP networks and voice-over-IP (VoIP) applications
These new contact centers promise bottom- and top-line competitive advantage, driving organizations to deploy them. Established enterprises and service providers have attempted to compete in this new environment while taking advantage of their sizable existing investments. Infrastructures in place are typically based on time-division multiplexing (TDM) networks, deployed for voice services under the traditional call center paradigm. They have added additional, if ultimately limited, functionality such as automatic call distributor (ACD) and computer telephony integration (CTI) through a vertically integrated architecture.
SIP traces provide key information in troubleshooting SIP Trunks, SIP
endpoints and other SIP related issues. Even though these traces are in
clear text, these texts can be gibberish unless you understand fully
what they mean. This document attempts to br...
Please find the attached HTML document, download and open it on your PC.
This provides an easy to use form where you simply answer a few
questions and it will render the proper jabber-config.xml file for you
to copy/paste. There is built in logic to verif...
CUCM Database Replication is an area in which Cisco customers and
partners have asked for more in-depth training in being able to properly
assess a replication problem and potentially resolve an issue without
involving TAC. This document discusses the bas...