Today we are going to discuss a topic, which confuses the newbies a lot, when they start working with Cisco Collaboration devices. It will be about one of the Media Resources, namely about Media Termination…
The most visited page in my blog is CUCM SIP Trunk to ITSP connection. From time to time my readers and students ask me to explain what the difference between the Early Offer and Delayed…
Many people, who work with Cisco UCCE/PCCE, ask me questions about developing IVR applications for CVP VXML Server. These are so called Call Studio (or just Studio) Applications. In order to provide all the answers,…
Our tour into ICM processes would be incomplete, if we, of course, don’t mention some words about the ICM Administration Server and Data Server (AW). Earlier we discussed Router, Logger and PG processes. The AW…
The next part of our UCCE/PCCE story is about the ICM Peripheral Gateways or PGs (click ICM Router Processes or ICM Logger Processes to find appropriate information). ICM PGs provide the data interfaces between the ICM…
Let’s continue our conversation about the ICM components processes (the beginning is here) and now it’s time to discuss the second component of the ICM Central Controller – Logger. It goes hand in hand with…
Hi all, When you troubleshoot issues in Cisco Unified Contact Center Enterprise, you will definitely have some problems related to its brain – the ICM. Of course, in order to find out where the problem…
Recently, one of our students encountered a problem when connecting his CUCM to a telephony provider (ITSP) via a SIP trunk. Between the CUCM and the ITSP, a CUBE gateway was installed, as expected. The…
One of the frequently asked questions when working with Cisco Contact Center Enterprise (hereinafter referred to as UCCE) is “How can I collect UCCE logs to investigate this or that problem?”. There are several ways…
Hello to everyone! I haven’t written anything on the blog for a long time. Sometimes there is no inspiration, sometimes just laziness 😕Today I wanna talk about the problem that I encountered while working with…
Today we will look at a topic that my students, attending Cisco Unified Contact Center Express (UCCX) courses, is often interested in. We will talk about how to handle a call that has already been…
Dear colleagues, I would like to tell you about one very interesting advanced course for Cisco Unified Contact Center Express. It is called UCCXA. You can study both onsite and online on Cisco Webex. This…
This week I have delivered Cisco UCCXD course in Kyiv, Ukraine. One of the topics discussed in this course wass the Agent Chat feature. During the lab my students asked me where the UCCX chat transcript (history)…
Greetings to everyone! I decided to write this post as a small addition to the Cisco DUIC course. This course discusses Cisco Unified Intelligence Center (CUIC), which provides reports for Cisco contact center products. The…
Recently, one of our customers complained to us about the “unusual” problem from his point of view, which he met in the Cisco Voice Portal (CVP). When he tried to save changes for the Call…
When working with Cisco UCCE and its components, you often need to remotely connect to one or another system component via Remote Desktop Protocol (RDP). Sometimes the RDP session is not established, and the CredSSP…
When setting up the Outbound Option for UCCE, you often have to deal with the situation when SIP Dialer does not make outbound calls in agent-based campaigns, although all the settings seem to have been…
Good morning,Let’s continue the conversation about Post Call Survey feature, which was begun in the first part. It is time to discuss the VXML-application, which, in fact, plays all survey questions, as well as saves the responses received from the client. As usual,…
Hi everyone,In this post I would like to talk about a topic that is asked by many of my students and readers, who deal with contact centers. It’s about how to configure a Post Call Survey…
Yesterday I faced a fairly common problem that occurs when ICM scripts are created. This problem is very common in deployments where ICM integrates with CVP. When a call comes an ICM script and the…