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This information site describes the Cisco Unified Communications contact center system, the Cisco IP solution for distributed contact center applications. The contact center system is an integral part of the Cisco Unified Communications family of products. Cisco Unified Communications products provide enterprise-class solutions that integrate data and voice over converged networks.

This site contains system documentation that is presented in the network lifecycle process: Prepare, Plan, Design, Implement, Operate, and Optimize (PPDIOO). PPDIOO is a Cisco methodology that defines the continuous lifecycle of services that are required by the end customer.

You can quickly access additional resources in the Resource Library and Training Library. When you click a tab, the table of contents (TOC) on the left navigation panel changes to show only the TOC for that tab. The opening page on each tab describes what is covered in that phase. You can also use the link to the Index at the bottom of every TOC. For more on getting the most out of using this system, see Using This Information System.

Note In addition to using the Feedback Form that is available on each page, you can e-mail comments to CiscoUnifiedCommunicationsSystemDocFeedback@elink.com. Your feedback helps us to improve this site.

Audience

This technical information site is designed for people who are implementing the Cisco Unified Communications System:

•Cisco partners

•Cisco system engineers (SEs)

•Cisco Technical Assistance Center (TAC) engineers

•Cisco customers, especially decision makers, network designers, and operations personnel

The Critical Path to Successful Deployment

The PPDIOO process is the critical path to launch and complete a successful customer deployment, from the request for information (RFI) proposal to successful training of operations personnel. The Cisco Unified Communications system documentation is designed to be used along with the PPDIOO methodology. Each tab on the web interface contains a complete task flow for each phase of the PPDIOO process. Table 1 shows you what type of content you will find on each process tab.

Table 1 Content Map
Phase	Content Overview
Prepare and Plan	Using evaluative and planning tools, system engineers help partners and customers find the best solution to their business needs. Further planning continues the needs analysis with the goal of producing a high-level project plan and the initial site survey. Key Content: System description, Release Matrix, planning an upgrade
Design	Using the verified customer requirements, the system engineer creates the detailed design, which includes the equipment list, network diagrams, and traffic flows. Key Content: Sample network designs, sample call flows, network diagrams, tested deployment models
Implement	Using the site requirements identified in the detailed design, the implementation team performs a detailed site survey to prepare the site for installation. The team orders, inventories, and stages the equipment. The implementation team uses the detailed design to install and configure equipment, then develops and implements a detailed test plan to determine that the network is ready for use. Key Content: Installation checklist, installation guides, test configurations, introduction to troubleshooting methodology
Operate	Ongoing operations include managing and monitoring components, performing routine maintenance, managing upgrades, and managing performance and service level agreements (SLAs). Key Content: Call load test results, tested call flows, SRST configuration, troubleshooting common problems, recovery strategies
Optimize	Optimization covers postinstallation services that are not under a maintenance contract including, but not limited to, performance audits, hardware and software upgrades, and applications development. Key Content: Contact center upgrade procedures, failover options
Resource Library	Key Content: Network topology resources, ordering guides, component documentation, configuration command files, system test results, links to related documentation and Cisco sales demos
Training Library	The Training Library provides a single interface to all Cisco Unified Communications instructor-led courses and training videos on demand (VODs).

About This Release

This documentation covers Cisco Unified Communications system applications through Release 5.0(2). If you are upgrading an existing Cisco Unified Communications system application, begin by reading the Contact Center release notes to familiarize yourself with functionality in this new release.

There are two information sites for Cisco Unified Communications Release 5.0(2). This site, for contact center systems, and the Cisco Unified Communications site for IP telephony systems. Use your Back button to return to this site.

Contact Center Release Notes

System Release Notes for Contact Center: Cisco Unified Communications System, Release 5.0(2)

Welcome to the Cisco Unified Communications Contact Center Technical Information Site

The Critical Path to Successful Deployment

About This Release

Contact Center Release Notes