-This Support Talk event is a special session of the “TAC Tools Explained Series”-
This event took place on Thursday 19th, November 2020 at 9:30hrs PDT
This session provided an introduction to Cisco’s TAC Connect Bot tool, a personal assistant that helps with basic case management tasks. It focused on providing information about how you can interact with the bot in Support Case Manager and Webex Teams to get things done quickly, without having to call toll-free support numbers and wait in a queue. In addition, you learnt more about the self-service features it provides; such as how to get the status of a case, bug, or RMA, initiate connection to an engineer, requeue, schedule dispatch, raise severity, escalate, and request case closure.
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Arun Arunachalam is a Cisco Principal Engineer, responsible for resolving complex problems in large-scale collaboration networks and driving solution-level serviceability requirements. He worked closely with engineering teams to implement end-to-end call signaling analysis using SIP Session-ID across UC and Contact Center products and with industry experts for defining end-to-end SIP message logging capabilities (logme). He is passionate about customer experience and has led innovations such as such as Faster Cisco Support Experience, Virtual Spaces and TAC Connect Bot. He is a co-author of the book "Understanding Session Border Controllers" and co-inventor of six patents. He is a contributor to Wireshark and guides NCSU graduate students in developing Wireshark dissectors. His areas of interest include ease of doing business, talent development, and innovation.
Paul Anholt is a Technical Leader in the Cloud Collaboration group within CX (Customer Experience). He spent many years as both a CX CSE and Technical Leader supporting Cisco TelePresence technologies. His current focus is working with the Webex Teams engineering teams to drive solution level issues and develop and optimize workflows between the Webex Teams engineering teams and Cisco TAC. Paul is also heavily involved in TAC Innovation and scripting by leveraging Python and cognitive computing to help shape the future direction of how CX interacts with customers and partners, and discover and implement new ways for CX to leverage Webex Teams in the workflow.
Michael A. Whitaker is a Technical Engineer in the HTTS (High Touch Technical Support) team supporting large Service Provider customers in areas of Routing, Switching, and Data Center technologies on Cisco IOS, Cisco IOS XE, Cisco IOS XR, and Cisco NX-OS code base. Michael has been delivering trainings within Cisco and to customers on various technologies. Michael worked at Cisco Live in the Technical Solutions Clinic, Routing Protocols Booth and has been a speaker for Troubleshooting MPLS Deep Dive on All Cisco Platforms, DCNM Troubleshooting, and Walk in Labs. Michael has expertise in troubleshooting Service Provider, Enterprise, and Data Center environments. He holds a CCIE certification in Data Center (#5187).
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