Ask the Expert: Troubleshooting Unified Contact Center Enterprise

[ciscomoderator]

            With Goran Selthofer

Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about integrating Unified Contact Center Enterprise into your environment and troubleshooting the many features that are available with the Unified Contact Center Enterprise solution.

Cisco Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This makes it easier for your company to rapidly deploy a distributed contact center infrastructure.

Goran Selthofer is a team lead for the Cisco TAC EMEAR Contact Center team based in Brussels. He has supported UCCE, UCCX, CVP, and UCCE applications for the past seven years within the Cisco TAC. He has more than 13 years of overall experience in the industry, with broad experience in Cisco Unified Communications infrastructure solutions as he has been also working for Cisco Gold Partner prior to joining Cisco TAC. Goran also provides internal training to TAC engineers on Contact Center topics. He graduated with a master's degree at the Technical Military Academy - Belgrade University. He also holds CCIE certification (number 27211) in voice as well as VMware Certified Professional certifications. 

Remember to use the rating system to let Goran know if you have received an adequate response. 

Goran might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation in Collaboration, Voice and Video community,  sub-community, Contact Center discussion forum shortly after the event. This event lasts through February 14, 2014. Visit this forum often to view responses to your questions and the questions of other community members.

[Goran Selthofer]

Hi Mahmoud!

Many thanks for joining this session!

Huh, honestly that would be very much welcomed by TAC as well but unfortunately there is no 'perfect' solution so far for monitoring UCCE as such.

However, there are lots of tools outhere already enabling to monitor some parts of the system or solution like:

- OPS Console in CVP

- Router Log Viewer on AW

- Script Editor in monitoring mode.

- Monitoring connections in CCMP

- Monitors and tools within CIM (Cisco Interaction Manager)

- CUIC reporting

...mentioning of course only available tools within product capable of 'real-time' monitoring or data capturing/reporting if you like...

All of those will give you some info which might be of interest to you but certainly those are not what you want to be final in your NOC.

Now, we do supply SNMP MIBs and so far that was the best bet for monitoring UCCE. I will leave to other customers/partners here to comment if and how valuable they find it is. But Certainly, by embedding UCCE SNMP within already deployed SNMP monitoring infrastructure, that is going to help.

For all above reasons, the last initiative is to try to align with Cisco Prime:

http://www.cisco.com/c/en/us/products/cloud-systems-management/prime-collaboration/index.html

So, keep your eye on that in the future as we do have some plans to provide UCCE/CVP 'monitoring' integration there as well!

Cheers,

Goran

[Goran Selthofer]

Thank you ALL for being part of this discussion! I enjoyed it and hope you did as well!

Hopefully, we all and the rest of audience who reads this later will benefit from some of the questions/answers provided during this session!

All the best!

Goran

[crosenstiel2]

I have a question regarding holiday hours and specific PQs. We need a way to bulk set holiday hours for certain PQs. I can create a CSV with the holiday hours with the appropriate status reason but how can I import that in bulk?

Here's a use case: 

PQ1, PQ2, PQ3 need:
1-Jan-23, New Year's Day, Open 9:00-5:00 - Soft Close A - Thanks for calling we're closed but if you still need someone hold
25-Dec-22, Christmas, Closed, Hard Close A - Thanks for calling - we're closed, hang up

PQ4, PQ5, PQ6 need:
1-Jan-23, New Year's Day, Open, 7:00-9:00 - Hard Close B - Thanks for calling, we're closed, hang up
25-Dec-22, Christmas, Closed, Soft Close B - Thanks for calling we're closed, if they don't hang up transfer

Not all PQs need holiday hours and not all holiday hours are the same. We have 599 PQs in production so doing this individually would be troublesome. We do have a naming convention that would allow us to search for all the needed ones. Any help would be appreciated. 

[david.macias]

Your best bet is to do this via the API. Still not ideal, but much much faster and re-usable.

david