BRD Template for Contact Center Solutions
Hello All,
Can you any body have Business Requirement Gathering Template for Contact Center Solutions?
I really appreciate if you can share me.
Or We have to follow Order tools only.
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Cisco UCM with Third Party Contact Center Solution
Hi all, hope everyone is well.
Anyone out there running Cisco UCM with a third party contact center solution ? would love to hear your experience on this subject.
Thanks in advance !!
DannyI have not heard of any sucessful stories, which vendor are you considering and what would you not go with UCCE/UCCX?
I used to work for Rockwell (Aspect today) which attempted to integrate their Business Contact Solution with CUCM (back on 3.3) and it worked OK for low volume calls, but never had any customer adoption.
I have not heard of any other known ACD vendors integrating with CUCM.
Chris -
CLID restriction for Contact Center Calls
Hi,
One of our customers has a stalker and they have asked from the telco to send the Calling Line ID for the mobile calls which are normally blocked by the calling person. When these calls are to a Callmanager user, they cannot see the caller ID as expected, but when the call is to contact center, than the agent sees the caller ID on the agent desktop which is legally not accepted. So I made a search and I found the
clid strip pi-restrict
command. Will this command do the trick to remove the caller ID for the agents also while still showing on the voice gateway isdn q931 debugs ?
ThanksHi,
Here is the debug output: (I hope this much is enough)
Sending Complete
Bearer Capability i = 0x8090A3
Standard = CCITT
Transfer Capability = Speech
Transfer Mode = Circuit
Transfer Rate = 64 kbit/s
Channel ID i = 0xA1839F
Preferred, Channel 31
Date/Time i = 0x0A081A10000C
Date (dd-mm-yr) = 10-08-26
Time (hr:mnt:sec) = 16:00:12
Calling Party Number i = 0x21A3, '1234567890'
Plan:ISDN, Type:National
Called Party Number i = 0xA1, '0987654321'
Plan:ISDN, Type:National
Aug 26 15:51:16.054: ISDN Se2/0:15 Q931: TX -> CALL_PROC pd = 8 callref = 0x805D
Channel ID i = 0xA9839F
Exclusive, Channel 31
Aug 26 15:51:16.082: ISDN Se2/0:15 Q931: TX -> ALERTING pd = 8 callref = 0x805D
Progress Ind i = 0x8188 - In-band info or appropriate now
The Voice gateway sends everything to the gatekeeper and gatekeepr sends it to the CCM over the GK controlled trunk. As i said before, if the call is destined to a normal IP Phone, ther is no problem, the CLID is "Unknown". But if the call is destined to an Agent, when the call starts ringin on the CAD, on the incoming call information, the CLID is unknown. But after the call is conncted, Both on the line information and the ANI field, the CLID is shown.
Thanks -
I don't know if this is supported in cm8.5 and cx8.5 - can contact center agents login to contact center service on the phone from EM profile??
I configured everything to the point where EM is able to display the personal line, and the agent extension for the agent, but there is no service available from the services button on the phone anymore, only to logout of EM. How do you bring the contact center service to the EM profile so agents can login to the queue?
Thanks in advance for looking and helping out.Did you checked the enterprise subscription option for the other services you've created ?
Any service with the enterprise subscription does not need to be subscribed in the phone and won't show up when subscribing services.
You can add a service to User Device Profile:
Procedure
Step 1 Choose Device >> Device Settings >> Device Profile .
The Find and List UDP window displays.
Step 2 To locate a specific UDP , enter search criteria and click Find.
A list of phones that match the search criteria displays.
Step 3 Choose the Profile to which you want to add a service.
The Phone Configuration window displays.
Step 4 On the upper, right side of the window, click the Subscribe/Unsubscribe Services link.
Step 5 From the Select a Service drop-down list box, choose the service that you want to add to the phone.
Step 6 Click Continue.
The window displays with the service that you chose. If you want to choose a different service, click Back and repeat
Step 7 If the service has required parameters, enter that information into the field that is provided.
Step 8 Click Subscribe.
The service displays in the Subscribed Services list. -
Hi all, I'm looking for a CCX solution, I want to distribute the incoming calls to the agents and have an IVR solution to provide menu choices for callers or obtain caller data such as passwords or account identification for information access, I understand I need the CCX and IP IVR solution, but those applications must run in a separate hardware? Or I need only the CCX Premium software.
Thanks a lot
DavidHi David,
UCCX is licensed differently than IP IVR. UCCX seats are purchased, and these include multiple features.
A seat provides all the licenses required for all combinations of deployed features. A seat includes two Unified IP IVR ports, an agent, a supervisor, a supervisor logging in as an agent, Cisco Unified Communications phone agent, a historical reports client, or a recording license.http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/uccx801gs.pdf
For more info on Seat and License Usage, check out the Getting Started with UCCX 8.0 Guide, found here. The licensing ingo starts on page 19. If you are new to UCCX, this doc is a good introduction to the features available.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/installation/guide/uccx801gs.pdf
If you are deploying an earlier release, these releases also have Getting Started Guides available on Cisco.com
-Brendan -
Cisco security agent for Contact center express
Hi,
I have Cisco Contact center express version 7 SR 5 running on server with operating server Windows 2003.1.5. Please let me know which version of Cisco security agent is compatible with above mentioned CCX version & OS version.
I refered to the CCX comaptibilty guide but but I did not get information regarding operating system comaptibility with CSA. Kindly provide the same.
Also I tried version 5.0.0.235 of CSA it gave error "CIsco works common service is not installed" & insatllation aborted. I do not have CWLMS in network do i need to install some cisco works common services?
Regards,
Atul KaulHi Atul,
These are the compatible version of CSA with 7.01Sr5. Recommended one is the highest and latest in the list 5.2.0.296-3.1(9)k9. You can install this in the server regardless of the version OS if you have UCCX 7.01 Sr5.
4.5.1.639-2.0(3)
4.5.1.645-2.0(4)
4.5.1.655-2.0(5)
5.0.0.187-3.0(1)
5.0.0.205-3.0(3)
5.0.0.210-3.0(3)
5.0.0.216-3.0(4)
5.0.0.217-3.0(5)
5.0.0.217-3.0(6)
5.0.0.225-3.0(7)
5.0.0.232-3.0(9)
5.0.0.235-3.0(10)
5.2.0.281-3.1(3)k9
5.2.0.282-3.1(5)k9
5.2.0.282-3.1(7)k9
5.2.0.296-3.1(9)k9
Thank you
Rajani Joshi -
Service templates for System Center components
Hi there,
According to Microsoft a set of service templates would be provided after the release of VMM 2012 R2.
These service templates can be used to deploy all System Center components as VMs through VMM. But I can’t find them..
Anyone knows when these service templates will be released? Perhaps they are already available.
Would speed up things dramatically!
Many thanks!
MartijnThey are trickling out..
And, it is tied to the Azure Pack Gallery feed.
Download Windows Azure Pack Gallery Resources
Install the Web Platform Installer
Windows
Azure Pack Gallery Resources can be downloaded with the
Microsoft Web
Platform Installer
You must download and install this free tool to obtain new Gallery Resources.
Add the Service Model feed
Start the Web Platform
Installer.
Click the
Options link at the bottom of the
window.
Enter following link into the
Custom
Feeds text box.
http://www.microsoft.com/web/webpi/partners/servicemodels.xml
Click the
Add Feed button.
Click
OK.
A
Service
Models option
should appear at the top of the window.
Brian Ehlert
http://ITProctology.blogspot.com
Learn. Apply. Repeat.
Disclaimer: Attempting change is of your own free will. -
Contact center users for BE6K/7K
Looking at the supported number of contact users for the BE6K it looks to support up to 100 users on their "H" platform. Does anybody have any information on the limitations for contact center users for the BE7K?
Hi,
UCCX can support maximum 400 users. regarding the HW you need to size the servers based on the VMs you need.
HTH
Anas
don't forget to rate the helpful posts -
Contact Center Failover Solution?
Hi,
We have CiscoCallmanager Publisher/Subscriber and UCCX Server in one site (A). The other sites (B,C) they all use the contact center services from site A. If something happened to site A, we want site B and C can still work. Right now, we only have some integrated service router which is capable of doing callmanager fallback in site B and C. But for contact center, I believe the router can't do the failover. So how can I realized the contact center service failover? Buy and install another UCCX server in site B and C?
I'm new to VoIP stuff. Please help. Thanks a lot.
LouHi Jonathan,
This contact center failover discussion is long time ago. Finally I got the time to give it shot. I'm manually configuring the ephone, ephone-dn and ephone hunt in the router. I noticed I must configure "dial-peer hunt" to specify the dial peer hunt sequence. But how can I use this command appropriately? It has multiple mode to configure. In the normal operation, the router just sent the inbound contact center calls to CTI route point. We have a pots dial peer to match all the incoming call:
dial-peer voice 1 pots
description Incoming Calls
incoming called-number .
direct-inward-dial
We have two queues, when the link to UCCX and UCM is down, I preconfigured two dial-peer to match two different incoming calls like:
/* Style Definitions */
table.MsoNormalTable
{mso-style-name:"Table Normal";
mso-tstyle-rowband-size:0;
mso-tstyle-colband-size:0;
mso-style-noshow:yes;
mso-style-priority:99;
mso-style-qformat:yes;
mso-style-parent:"";
mso-padding-alt:0in 5.4pt 0in 5.4pt;
mso-para-margin:0in;
mso-para-margin-bottom:.0001pt;
mso-pagination:widow-orphan;
font-size:11.0pt;
font-family:"Calibri","sans-serif";
mso-ascii-font-family:Calibri;
mso-ascii-theme-font:minor-latin;
mso-fareast-font-family:"Times New Roman";
mso-fareast-theme-font:minor-fareast;
mso-hansi-font-family:Calibri;
mso-hansi-theme-font:minor-latin;
mso-bidi-font-family:"Times New Roman";
mso-bidi-theme-font:minor-bidi;}
dial-peer voice 120 pots
description incoming call to group1
service aa-group1
incoming called-number xxx1111111
direct-inward-dial
port 0/0/0:23
forward digits-all
dial-peer voice 130 pots
description incoming call to group2
service aa-group2
incoming called-number xxx2222222
direct-inward-dial
port 0/0/0:23
forward digits-all
Since these two new dial-peer coexists with the old "wildcard" dial-peer matching any incoming calls, I need specify the preferences for them to make router select new dial-peer with auto attendent during the failover. Can the "dial-peer hunt" command do this? Thanks a lot for your help. Really appreciated.
Lou -
R16 Help guide in the chapter 13 - Communications mentions the".... see Oracle Contact On Demand Administration
Manager Guide and Oracle Contact Center Anywhere Administration Manager Guide...."
Pls. where can I find these guides... Tried metalink but a search for Contact center didn't return any guide...
Txs. for any help.
AntonioHi,
http://www.oracle.com/technology/documentation/ccod.html
for Oracle Contact On Demand Documentation
http://www.oracle.com/technology/documentation/siebelcca.html
for Oracle Contact Center Anywhere Documentation
- Prakash -
CISCO UNIFIED CONTACT CENTER EXPRESS - ANSWERING TEMPLATES
It is possible in Cisco Unified Contact Center Express 8.5, Premium, to configure some templates for mail / SMS / chat answers, so all agents can serve customers in a predefined style?
If you are referring CAD Agent EMails you can check the section "configuring Templates" in the link below
========
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf
========
Regarding chat - Agents can communicate only with team members , supervisors and SME (if presence is enabled). The closest what you can have for the template is "
Predefined High-Priority Chat Message" which can be checked on page 57
=========
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cad85ccxug-cm.pdf
=====
Hope this helps
Regards
Anuj -
Contact Center Enhanced License for Cisco 2951 Router
Hi,
I need an urgent help to get the exact part number/details of Contact center enhanced license.
I couldn't find in CCW or any other tool about this license with Cisco 2951 Router (CISCO2951-V/K9).
To run this license on mentioned router, do we need to order it separately or we can take it with router?
Please respond asap.Hi Andre,
I was just refering the Ordering guide which says
Updating UCSS contract when upgrading Unified CCX licenses
UCSS cannot be upgraded from one category to another (e.g. Standard to Enhanced). If
the customer upgrades within the solution, they need to purchase UCSS for greater or
equal value to cover the new version, then they can request a credit on the unused term
of the original purchase from Customer Service
you can also speak to [email protected] for more details on ESW.
regds,
aman -
Hi,
I am trying to install "System Center 2012 - Virtual Machine Manager by Using a Pre-Configured VHD".
I downloaded install guide & the binaries from http://www.microsoft.com/en-us/download/details.aspx?displaylang=en&id=10712
I have followed the installation document & getting an error while configuring VMM for System Center 2012.
error details from log file given below:
01:12:24:VMMPostinstallProcessor threw an exception: Threw Exception.Type: Microsoft.Carmine.WSManWrappers.WSManProviderException, Exception.Message: An internal error has occurred trying to contact an agent on the WIN-NTJTNEJ1UCN.mydomain.com server: : .
Ensure the agent is installed and running. Ensure the WS-Management service is installed and running, then restart the agent.
01:12:24:StackTrace: at Microsoft.Carmine.WSManWrappers.ErrorContextParameterHelper.ThrowTranslatedCarmineException(WsmanSoapFault fault, COMException ce)
at Microsoft.Carmine.WSManWrappers.WsmanAPIWrapper.RetrieveUnderlyingWMIErrorAndThrow(SessionCacheElement sessionElement, COMException ce)
at Microsoft.Carmine.WSManWrappers.WsmanAPIWrapper.Invoke(String actionUri, WSManUri targetUri, Hashtable parameters, Type returnType, Boolean isCarmineMethod, Boolean forceResponseCast)
at Microsoft.Carmine.WSManWrappers.AgentManagement.AssociateLibrary(WsmanAPIWrapper wsmanObject, String CertificateSubjectName, String& ExportedCertificate, ErrorInfo& ErrorInfo)
at Microsoft.VirtualManager.Setup.VirtualMachineManagerHelpers.AssociateAgentServer(String fullyQualifiedServerName)
at Microsoft.VirtualManager.Setup.VirtualMachineManagerHelpers.AssociateDefaultLibraryServer()
at Microsoft.VirtualManager.Setup.VirtualMachineManagerHelpers.SetupLibraryShare()
at Microsoft.VirtualManager.Setup.InstallItemCustomDelegates.PangaeaServerPostinstallProcessor()
01:12:24:InnerException.Type: System.Runtime.InteropServices.COMException, InnerException.Message: There is a time and/or date difference between the client and server.
01:12:24:InnerException.StackTrace: at WSManAutomation.IWSManSession.Invoke(String actionUri, Object resourceUri, String parameters, Int32 flags)
at Microsoft.Carmine.WSManWrappers.MyIWSManSession.Invoke(String actionUri, Object resourceUri, String parameters, Int32 flags)
at Microsoft.Carmine.WSManWrappers.WsmanAPIWrapper.Invoke(String actionUri, WSManUri targetUri, Hashtable parameters, Type returnType, Boolean isCarmineMethod, Boolean forceResponseCast)
01:12:24:ProcessInstalls: Running the PostProcessDelegate returned false.
01:12:24:ProcessInstalls: Running the PostProcessDelegate for PangaeaServer failed.... This is a fatal item. Setting rollback.
01:12:24:SetProgressScreen: FinishMinorStep.
01:12:24:ProcessInstalls: Rollback is set and we are not doing an uninstall so we will stop processing installs
I have completed MSSQL server configuration and while configuring VMM the below error displayed in the wizard:
An internal error has occurred trying to contact an agent on the WIN-NTJTNEJ1UCN.mydomain.com server: : .
Ensure the agent is installed and running. Ensure the WS-Management service is installed and running, then restart the agent.
I have checked that the following services are running:
1) Verified WS-Management srvice 2) MSSQL server + MSSQL (agent) 3)SC VM Manager Agent 4) Windows management instrumentation .
I have joined the VM (on which installing SC VMM) in a domain(as per install guide) and installing VMM using domain account & it is in local Administrators group.
Also I would like know if there is any stand alone SC VMM installer. If yes then please let me know the installer location & install guide.
thanks.
====Have you installed AppController on the same machine with VMM?
-
SAP Contact Center new component for Incidents
Hi All,
From today (10.6) we have a new component “CRM-CCI” (Contact Center Infrastructure) available for SAP Contact Center related incidents.
You can still use the old “CRM-BCM” components, but as you can notice the system recommends “Please use CRM-CCI” The old component CRM-BCM will be deactivated during Q4/2014.
Regards,
Jukka
SAP Contact Center teamHi Jukka,
I would like to look at the documents linked in the above post (in relation to BCM support on IE11 and Windows 8.1), but when I click on the links, I get prompted for login and password. My usual Marketplace login and password don't work. Could you advise at all?
Thanks,
Adele -
Contact Center and TeleService for Internal Emplooyees
Any one has information on enabling contact center and teleservice for Internal Employees?
We are planning to use for HR call center for internal employeesWhat version are you looking at? In R12, the contact center allows pulling up an employee record and then you can log a service request.
In 11.5.10, you can use service request form or HTML Service pages to create service request for HR Help desk requests.
You can use Zoom functionality to navigate to appropriate HR forms from SR form.
Maybe you are looking for
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