The existing version of the contact center (CC) based on Cisco IP Contact Center 7.1 did not allow further development and maintenance of the system, so the goal of this project was to implement the transition of the CC to a newer version of Cisco Unified Contact Center Enterprise 8.5. The new version also made it possible to improve the failure resistance of the system, optimize server space by virtualizing the CC servers.
The contact center includes the following subsystems, systems and complexes:
• A telephony system that includes existing channeling equipment to connect to a Cisco UCM 8.6 or higher TefoP.
• Local Area Computing Network (LOM), which includes active LOM equipment.
• Two voice gateways.
• Complex of contact center servers and agent workstations.
• Package of operational documentation of the complex.Main characteristics of the contact center:
• Total number of call center agents/supervisors — 85.
• Number of agent licenses to service incoming telephone calls — 100.
• Total number of subscriber devices of agents and supervisors (Cisco IP Phone) — 65.
• Total number of E1 channels with ISDN-PRI access type for processing incoming and outgoing calls is 2 (60 time slots).
• Number of ports of the interactive voice menu server (Cisco IP IVR) — 40.
• Number of IP IVR ports for outgoing calls — 2.
The contact center has been migrated from Cisco IP Contact Center 7.1 to Cisco Unified Contact Center Enterprise 8.5. In the process of upgrading the contact center solution to UCCE version 8.5, two sides (Side A and Side B) were spread to different data center platforms, which increased the availability of the system, even in the event of a failure of the bank's power systems. All contact center servers are installed in a virtual environment, which has greatly reduced the hardware.
Зв'яжіться з нами, щоб отримати більше інформації про наші рішення та проєкти
