[cisco-voip] IPCCX advice

[Ed Leatherman]

A good idea might be to look through cisco's script repository (the URL for
it escapes me at the moment but i bet you could google around for it). Find
a script or two that looks interesting and pick it apart.

I'm going unicast you a ppt that I put together a few months ago to try to
illustrate the call flow to some of our call center managers. Some of it may
be old hat for you if you work with contact centers already, but maybe it
will help understand some of the moving parts in IPCCX.

On Thu, Sep 3, 2009 at 6:20 PM, Tired Banchini <
tired.banchini at googlemail.com> wrote:

> Hi Guys,
>
> I have just started on the IPCCX learning curve and thought I would start
> with the IPCCX Admin guide.. on reading it I am wondering is it the best
> starting point as I seem to hit a lot areas along they way where you have
> had to preconfigure other areas e.g. applications.. expecting scripts to be
> written and uploaded.
>
> Just wondering is their a recommended reading approach for the Cisco docs
> and are there are good presentations or Cisco breakouts any one can
> recommend? I am finding the architecture a little difficult to understand
> and wondering if this is detailed anywhere some books etc. i.e. what are the
> various users and their functions AXL, Rmsub etc. a diagram would be nice, I
> understand pictures :-)
>
> I am at the point where it is simply installed and the user accounts for
> AXL,Rm etc. are set up...... with CUCM and in-service.
>
> I was hoping to start with the IVR function and get to grips and then move
> on to ACD which seemed logical...?
>
> Thanks in advance
> TB
>
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>


-- 
Ed Leatherman
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