Welcome to Cisco Contact Center User Group

This organization covers content and expertise on contact center related products and services offered by Cisco Systems.
Our main goals and objectives are:

• To exchange experiences and information on the use of the Cisco Customer Contact products and other complementary and technical areas of interest common to all members. Members are encouraged to work together to resolve common problems. Discussions may be at the group or sub-group level
  Confidentiality and discretion are expected from all members
• To identify user needs and encourage technological development and research to meet those needs.
• To establish two-way communications with Cisco's Customer Contact Business Unit making known the User Group's position in matters of education, software development, integration with call center technology, and support
• To work with Cisco's Customer Contact Business Unit to suggest content for inclusion in the Cisco annual Networkers events

Presentation for the Cisco Unified Contact Center and ICM, Enterprise and Hosted Reporting Update Webcast is Now Available!

When: Tuesday, July 15, 2008
Time: 10:00am PDT/1:00pm EDT
Presenter: Paige Delk, Cisco Product Manger
Duration: 1 hour

View the presentation of this webcast to receive an update on Cisco Unified Contact Center and ICM, Enterprise and Hosted Reporting. This webcast started off with detailed look at Cisco’s new reporting platform, Intelligence Suite, it’s impact on Cisco’s reporting strategy and what’s planned for future releases. More advanced topics was covered to address the challenges of reporting in complex heterogeneous environments, reporting on gateway statistics and other Cisco databases (CVP, Expert Advisor, Communications Manager and MultiChannel) or 3rd party data sources.

This is an intermediate to advanced level webcast intended for administrators and technical staff already familiar with Cisco contact center reporting and technical staff interested in learning more about the intricacies of Cisco reporting.

The archive recording of the webcast will be posted here soon.

Please note that you must login to www.ccusergroup.com with your username and password before downloading the pdf of the presentation.

For any questions, please feel free to contact Chris Crosby at chrcrosb@cisco.com.

Archive webcast recording for Cisco Contact Center User Group members now available:
"Cisco Unified Contact Center/Cisco Intelligent Contact Management (ICM) Scripting and Cisco Subscription Service"

During this one hour webcast from Cisco Applications Consultant, James Church, this webcast is a modular approach to translating contact center business requirements into call flows and ICM applications. James Church of the Software and Applications Services Group (SASG) will review basic elements and techniques of Script Editor. James will take you through the use of pre-built IP-IVR scripts to set the foundations for a scalable and well maintained scripting environment. This session provides examples of modular scripting techniques and ideas for optimizing scripts.

Agenda as follows:
Scripting Basics
Unified Contact Center Enterprise Scripting Techniques
Modular Scripting with ICM & IP-IVR
Script Optimization

You may access the audio recording of the webcast here: http://www.ccusergroup.com/forums/index.php?showtopic=271. Please see below for a copy of the presentation (pdf format).

You may email the presenters James Church (jdchurch@cisco.com) and Marcello Scippa (mscippa@cisco.com) with questions.


Bio for James Church:
James joins us with 10+ years of application development experience on Cisco's Customer Contact and Cisco Voice platforms. He is currently a Professional Services consultant at Cisco where he is providing subscription-based support for Contact Center scripting. He consults in the creation of custom functions and complex formulas in ICM Scripts, creation of custom variables for use in reporting and call routing. In this role, he also assists customers and partners in proactively troubleshooting complex call routing scripts, as well as facilitating database transactions and CTI screen pop.

James has had a long and storied career at Cisco and in the Contact center space, He blazed trails at Gateway Computers, where he developed load balancing strategies for all of their call centers and implemented one of the first ICMs. Since then, he has specialized his skills as a trusted advisor in translating customers' business rules into Contact Center routing. Along the way, he has also showed versatility joining Cisco Advanced Services Education team where he developed and delivered advanced training classes for ICM Scripting, Web collaboration technologies and CTI.

His roots are in Kansas where he has not strayed far from the Yellow Brick Road, having earned his Masters in Mathematics at the University of Kansas.