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91 Cards in this Set

  • Front
  • Back

What percentage of the Market share is Cisco Webex?

51%

What is the WebEx SaaS Architecture at a high level?

  • Meeting Zone
  • Web Zone
  • Management System

What is a WebEx Meeting Zone?

Meeting data exchange such as desktop sharing, chat, document sharing, web sharing

What is WebEx WebZone?

Pre-meeting experience like schedule meeting. Start and Join meeting, post meeting experience, like playback meeting recording.

What is WebEx management system?

Management and monitoring of the meeting zone and web zone. Configuration and monitoring of WebEx node.

Who is Cisco Cloud Connected audio designed for?

Enterprise customers with high volume of audio conferencing

How does Cisco WebEx Cloud Connected audio reduce audio costs?

  • IP Peering connection eliminates transport feed associated with PSTN
  • Manages audio as IP
  • Extends CUCM infrastructure/investment
  • Predictable, ports based audio pricing

How do hybrid solutions with CCA and PSTN audio work?

Hybrid solutions provides flexibility to customer to use WebEx PSTN numbers in countries where they do not have an IP network.

What is CCA?

Cisco Configuration Assistant



This simplifies the task of configuring, deploying, and administering Cisco Smart Business Communications system.



NOTE:


This improves network security and performance and substantially reduces deployment and configuration time



When would you choose WebEx Meetings Server?

  • Security Concerns with Cloud
  • Customers have privacy or regulatory requirements not met by SaaS
  • Smaller Meetings < 250
  • No need for specialized centers
  • IOS for mobile devices

Why would you choose SaaS WebEx?

  • Customers more interested in having 3rd party host audio
  • Customers with a need for larger meetings >100 participants
  • Customer needs training, events, and/or support center
  • Blackberry or windows mobile
  • HD video/telepresence interoperability
  • Large recording requirements
  • No concerns with SaaS based model

What is a High-level WebEx on-premises server.

Optimized for 100% secure, behind-the-firwall, VPN-less Access that integrates with your Corporate User Mangement and UC infrastructure.

What is Resolution?

The number of distinct Pixels in each dimension that can be displayed.

What is Video Format?

There are different layers of video transmission and storage, each with its own set of formats to choose from. For transmission, there is no physical connector and signal protocol.

What is Bandwidth?

Data Rate measured in bits per second, often measured with low and high range.

What is signaling?

The processing of physical (digital) signal that is a representation of a sequence of discrete values, for example of an arbitrary bit stream, or a digitized analog signal.

What is the compression ratio of telepresence traffic characteristics?

99% compression ratio



NOTE:


  • Compressed to average of 3.5 Mbps, Per Screen
  • 1.5 Gbps per screen uncompromised

What are main video protocols used with telepresence?

  • H.320
  • H.323
  • SIP

What protocol is applicable to narrow band video call?

H.320

What IP based protocol is widely deployed?

H.323

What protocol is the newer protocol than H.320 and H.323, more efficient and may support other applications.

SIP



Session Initiation Protocol

Name some characteristics of SIP.

  • Active Presence
  • Auto Attendant
  • Cascading
  • Lecture Mode
  • On Screen List of Participants
Name some characteristics of Immersive Support.
Continuous Presence
UCM integration
Conference Pins
H.323
VCS integration
HD

What is VCS?

Voice Communication Server



Provides flexible and extensible video conferencing applications.

What is MCU?

Multipoint Control Unit



This is a device commonly used to bridge video conferencing connections.



NOTE:


The multipoint control unit is an endpoint on the LAN that provides the capaility for three or more terminals and gateways to participate in multipoint connverence.

Where is VCS Cotrol located?

Voice Communication Server



The heart of the video network.

What are the primary roles of the VCS control

  • SIP Server
  • H.323 Gatekeeper
  • Internetworking Gateway

What does a Telepresence Conductor do?

  • Conference Virtualization
  • Resource management/conference bridge section
  • Centralized Conference Provisioning and administration

What does Conference Virtualization mean?

  • Consistent User Experience
  • Whether using a Ad hoc conference or Rendezvous Conferences

What does Resource Management / Conference Bridge Selection do?

  • Knows all the available and used ports.
  • Intelligent Bridge selection
  • Automatic cascading of MCUs

What does Centralized Conference Provisioning and Administration do?

  • Single Configuration applied to any conferencing resources
  • Ad Hoc and Rendezvous Conference support

In ad hoc audio and video how is the conductor treated by CUCM

Conductor is treated as video resources by CUCM regardless if Conductor Conference Template is capped at Audio Only

How can you maximize telepresence server capacity?

Maximize telepresence server capacity by falling back to audio when resources are limited.

Where is the TMS located?

Telepresence Management Suite



Only at one site

What is TMS?

Cisco TelePresence Management Suite



This suite offers complete control and management of multiparty conferencing, infrastructure, and endpoints, to centralize management of your entire video collaboration and telepresence network

What is TCS?

Cisco TelePresence Content Server



This is a network appliance that enables organizations to share knowledge and enhance communication by recording their video conferences and multimedia presentations for live and on-demand access.

What is a Call Center?

A functional area within an organization or an outsourced, separate facility that exists solely to answer inbound or place outbound telephone calls; usually a sophisticated voice operations center that provides a full range of high-volume, inbound or outbound call-handling services, including customer support, operator services, directory assistance, multilingual support, credit services, card services, inbound and outbound telemarketing interactive voice response and web-based services,

What is caller experience?

How the customer is treated

What is caller Segmentation?

AKA priority routing



Provides different treatment by type or value.

What is Service Lead?

How quickly the calls are answered, or the percent of calls answered within X seconds.

What is Agent Occupancy?

This is a measure of productivity, the percentage of time used actually handling contacts.

What is IVR?
Interactive Voice Response

Voice Self Service that provides services to your customers at 80-97% reduction in cost per transaction

What is email routing and management?

Email management routing, managing and reporting on email as another type of "call" and "blending" with phone calls

Was the customer's question answered? This is known as what?

This is known as first call resolution.

Did the agent know who the customer was?

This is CTI screen pop.

What is CTI Screen Pop?

Computer Technology Integration



This provides the agent with information about the caller, and is used for call routing, screen pop's, reporting, and other related functions

Whats the customers account number?

We have integrated applications to provide this information, often in a CTI screen pop.

Was the automated questions (IVR) understandable? Why do we need to know this?

This is a questions that many companies ask about their user experience.

How long was the customer on hold?

CTI screen pops allow the agents to have the right information quicker, so customers do not have to wait.

What 3 components make up a call center?

People
Technology
Business
  • People
  • Technology
  • Business

What is ACD

Automatic Call Distribution



Systematically routes inbound calls to the next scheduled, available, or logically selected agent


How does the customer use the IVR?

They listen to recorded messages, text or speak answers responding to the messages, directing them to the proper location.

What is MC?
Multi-Channel

Contact Centers demand multichannel capabilities
Increased agent utilization and service offerings
Two Categories:Web Chat and Email

What is WFM

Workforce Management



  • Allows supervisors to forcast call volumes based on ACD historical data
  • Supervisors can create staffing schedules to meet service level goals based on forecasted data and agent skills
  • Facilities schedule adjustments by supervisors and agents
  • Provides dashboards for supervisors to track Service levels, adherence and KPIs

In customer Collaboration what are the waves of innovation.

WAVE 1: Transactions


WAVE 2: Relationship


WAVE 3: Experience

Companies are Executing their buying experience in 3 waves. What are they?
WAVE 1: Cost and Efficiency
WAVE 2: Customer Relationship
WAVE 3: Complete Experience

What is HCS-CC?

Hosted Collaboration Solution for Contact Center



They are designed to enhance customer satisfaction, improve agent productivity, and create more revenue opportunities. Agents are connecting customers with personalized information, expertise, and support they need, when and where they need it most.

What are the Visual Collaboration Trends?

  • Telepresence Virtual Experts and Branch Kiosks
  • Medianet for an end-to-end quality experience
  • Rich data sharing

What are the Mobile Collaboration Trends?

  • Mobile Supervisors - Web based tools tablet support
  • Remote and at-home contact center agents
  • Smartphone integration for intelligent call handoff

What are the Social Collaboration Trends?

  • Social Miner Bringing Social Networks into contact center
  • Finesse desktop aligned with Quad Web 2.0 architecture
  • Show and Share for training and information sharing

What are the Virtual Collaboration Trends?

  • Server virtualization with UCS and Cisco datacenter architecture
  • Contact center agents as prime targets for Cisco VXI
  • Web 2.0 (browser based) desktop strategy

What is UCCX?

Unified Contact Center Express



This delivers a highly secure, available, virtual, and sophisticated customer interaction management solution for up to 400 agents

What are the basic components of UCCX?

Unified Contact Center Express



  • Voice Gateway (VG)
  • Communications Manger (CM)
  • Contact Center Express (CCX)
  • Cisco Agent Desktop (CAD)
What is a VG?

What is a VG?

Voice gateways



These are devices that communicate with other voice gateways, gatekeepers, their respective endpoints, and call control agents, such as Cisco Unified Communications Manager or a PBX via voice signaling and media protocols which include MGCP, H.323, SIP, SCCP and RTP. Voice signaling and media protocols will all be described in detail later in this guide

What is CM?

What is CM?

Cisco Unified Communications Manager



  • Responsible for call control and agent users
What is CCX?

What is CCX?

Contact Center Express



  • Workflow plays prompt and collects digits from callers
  • Queues calls for delivery to agents

What is CAD?

What is CAD?

Cisco Agent Desktop



  • IP Phones
  • PC's Running Cad Agent

How does IVR respond to callers?

Recorded messages or text to speech in response to the callers input of either DTMF signaling or speech.

What is CTI?

Computer Telephony Integration



The amalgamation of a telephone system and computer applications providing systems, callers and agents information for a use for call routing, screen pops, reporting and other related functions.


When using UCCX (Unified Contact Center Express) what does outbound mean?

The ability to import a list of customer or prospect into UCCX and systemically outdial them within the context of the call center. UCCX enables either dedicated or blended inbound/outbound contact management.

What is Web Chat?
Ability for customers to request assistance via web using form input.
Requests are put through separate CSQ for routing agents
Agent provided text chat window in CAD

What does IVR do as a service component for CCX (Contact Center Express?)

Interactive Voice Response



  • Enables self service for customers
  • Enhances Customer Experience

What does Telephony Platform Interface do as a service component for CCX (Contact Center Express?)

Provides an interface to the telephony platform for handling voice calls.

What does ACD do as a service component for CCX (Contact Center Express?)

Automatic Call Distribution



  • Provide intelligence for queue/handling inbound voice calls
  • Supports outbound campaign management

What is EIM?

Cisco Unified E-Mail Interaction Manager



  • Routes email using workflow
  • Automatically generates ACK when email is received
  • Analytics and Reporting
  • Email Templates Availiable

What us WIM?

Cisco Unified Web Interaction Manager



  • Customer can interact with agent via chat
  • File transfer during chat
  • Online forms/surveys

What is quality Management?

  • Ability to record and monitor agents
  • Metrics Customization
  • Helps supervisors identify training needs
  • Dashboards to view individual or team performance

What is the minimum number of seats a customer must buy for a new sale in UCCX?

Unified Contact Center Express



All packages require a minimum of 10 seats for a new sale.

What is Standard UCCX Packaging?

Unified Contact Center Express



  • Compliance (call Routing)

What is Enhanced UCCX packaging?

Unified Contact Center Express



  • Warm standby high availability (HA) nod
  • Compliance (call) recording

What is Premium UCCX packaging?

Unified Contact Center Express



  • Warm standby High Availability (HA)
  • Compliance (call) recording
  • Quality Manager (QM) Recording
  • Advanced Quality Manager (AQM)
  • Workforce Manager (WFM)

What is UCCE?

Unified Contact Center Enterprise



Cisco UCCE delivers intelligent contact routing, call treatment, networking-to-desktop computer telephony integration, and multichannel contact management over an IP infrastructure. UCCE provides.

How does UCCE help with self-service?

Unified Contact Center Express



  • Queuing and self-service on VG
  • Management and control and centralized and simplified
  • Transfers occur over the IP network, reducing carrier trunking charges

What are the steps in Cisco Social Miner?

  1. Capture
  2. Analyze and Prioritize
  3. Communications Workflow
  4. Assign
  5. Engage

What is Cisco Social Miner?

This works providing social media monitoring, queuing, and workflow to organize customer posts on social media networks and deliver them to your social media customer care team, your company can respond to customers in real time using the same social network they are using.

What is Cisco MediaSence?

  • Media Capture, Storage, Playback
  • Live streaming/Monitoring
  • Media Content steaming server

Why sell Customer Collaboration

  • Business Relevance
  • Enables strategic Business Conversations with you as "trusted" advisor
  • Differentiates you from box or dial tone pushers
  • Grows you deals and bookings

What market points should you touch on with a Type A customer (High Touch)in collaboration?

  • Differentiate via Customer Care
  • Innovations: Mobile, Social, Visual
  • Implementation Depends on Customer Interaction

What market points should you touch on with a Type B Customer (Mass Market)in collaboration?

  • 1-3 week implementation
  • CC critical business function, but often cost driven decisions
  • Core enterprise market is Cisco Channel strength

What market points should you touch on with someone who is also purchasing UC (attach) in collaboration?

  • 1-3 day implementation
  • Same sale, same channel, mostly same server as Cisco Unified Communication Manager

What is CUIC?

Cisco Unified Intelligence Center



You can create a comprehensive information portal where Contact Center reports and dashboards can be developed and shared throughout your organization.