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...

ContentsIntroductionPrerequisitesComponents UsedThe Big PictureHow Built-In Bridge Recording WorksCisco CUCM ConfigurationCalabrio ConfigurationWhat the Logs Look LikeVerifyTroubleshootFinal ChecklistRelated InformationIntroductionThis document expla...

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...