Tài liệu Planning and Designing a Cisco Unified Contact Center Enterprise Deployment

Solution Architecture
IVR Functionality (IP IVR vsCVP)
Deployment Models
Resource Sizing
Bandwidth and QoS
Designing for High Availability
Contact Center Options:
Cisco Unified Intelligence Center
CTI Desktop Options
Mobile / Remote Agents
Outbound Option with SIP Dialer
Multi-Channel
Agent Greeting/Whisper Announcement
Virtualization
Design Best Practices
Q & A