Translation Pattern is the most important tool in the Call Routing Process for Cisco Unified Communication manager. Largely used in the Globalized Dial Plan, inter-site and intra-site dialing, and a powerful tool to solve the problem of overlapping...
The Cisco MediaSense software is going to End Of Life. The End of Life announcements can be found here:http://www.cisco.com/c/en/us/products/customer-collaboration/mediasense/eos-eol-notice-listing.htmlThere will be no new feature developments on the...
ContentsIntroductionPrerequisitesComponents UsedThe Big PictureHow Built-In Bridge Recording WorksCisco CUCM ConfigurationCalabrio ConfigurationWhat the Logs Look LikeVerifyTroubleshootFinal ChecklistRelated InformationIntroductionThis document expla...
Recently I had a customer whose Agent Laptop were in different subnet and has to cross 3 firewalls to reach voice servers. Took lot of digging to make this work, There are more 130 ports that Cisco recommends opening. These are the list of ports that...
1. Defining an Application User This user will be used to communicate between the CUCM and TSP Client on the NICE Interactions Center. The user needs to be assigned below CTI roles: Standard CTI Allow Call Monitoring Standard CTI Allow Call Park Mon...
Introduction Feature - CUCM Call recording and silent monitoring Configuration Procedure Related Information IntroductionThis document covers the deployment scenario and configuration for CUCM call based call recording and silent monitoring. Featur...
When a manager reviews an agent’s day, the usual reports answer separate questions.One report shows when the agent was Not Ready. Another shows calls handled. A third shows ring time, talk time, hold time, or after-call work. The information is avail...
What a Green Monitoring Screen Can MissOne reason this is one of my favorite voice-engineering topics is that the most serious problems do not always begin with a major alarm.I have seen environments where calls were still completing and the main ser...
Applies to: Cisco UCCE / PCCE 12.6 · AW-HDS / HDS database · SQL Server Management Studio and Cisco Unified Intelligence Center (CUIC) 12.6What this report doesRing No Answer (RONA) events are easy to count but hard to explain. A raw RONA count mixes...
Automating Call Forwarding Management at Enterprise ScaleIntroductionCall forwarding looks like a small task until it has to be managed across a large enterprise.One user asks for a line to be forwarded to another department. A support number needs t...
First, what is replication actually doing?Think of a CUCM cluster as an office with one manager and several assistants.The Publisher is the manager. It's the only one allowed to write into the database — every new phone, DN, user, partition, route pa...
Automating Cisco Voice Administration with PythonApplies to: Cisco Unified Communications Manager (CUCM) 12.5, 14, and 15 Audience: Voice and UC engineers with basic Python experience Topics: AXL · Bulk Updates · Reporting · Validation · Change Track...
ContentsIntroductionPrerequisitesBackground InformationThe Five Building BlocksExample: Running a SIP Trunk Change from Start to FinishVerifyTroubleshootRelated InformationIntroductionThis document describes how I built a repeatable way of working as...
Every voice engineer has had this moment: a call fails, the customer says "it just doesn't work," and you SSH into the CUBE staring at a blinking cursor wondering where to even start.This article is about that cursor. By the end you should be able to...
Measuring Contact Center Performance Beyond ASA in Cisco UCCE/PCCEWhy Queue Depth, RONA, Ring Duration, and Agent Responsiveness Matter More Than a Single AverageSummaryAverage Speed of Answer, or ASA, is one of the most commonly reported contact cen...
