Help Reduce Abandonment Rates from the Call Centers Queue

Posted by Corey Coblentz on Apr 20, 2017 8:35:32 AM

 

One of the pain-points most contact centers experience is abandon rates - callers who simply get tired of waiting for an available agent to service their call, and disconnect. The result is that the customer is dissatisfied with the experience, and the contact center experiences an abandoned call - calls that drop from the queue. The caller's intention was never satisfied, and the caller may, or may never call back.

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Topics: call centers

New Practices for CUCM Dial Plans

Posted by Eric Losier on Apr 6, 2017 12:40:19 PM

 

Traditionally, enterprise dial plans for organizations running Cisco Unified Communications Manager (CUCM) were structured in a simple fashion. Each user would get assigned with an internal extension (aka Directory Number), usually 4 to 6 digits long. Users would also get assigned with an externally reachable phone number (aka DID, or Direct Inward Dial).

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Topics: CUCM, Cisco CUCM, global dial plan replication, ILS, GDPR, intercluster lookup service, EAN, Enterprise Alternate Number, E.164

Using LUA Script to Allow SIP-Based Phones to Dial from the CUCM Corporate Directory

Posted by Eric Lavoie on Mar 29, 2017 7:01:00 AM

If you sync your Cisco Unified Communications Manager (CUCM) to an enterprise directory, such as Microsoft Active Directory, and the phone format is entered in a fancy “human-friendly” way, users with SIP-based phones will have some issues to dial.

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Topics: Cisco CUCM, LUA script, SIP Profile, corporate directory, normalization script

CVE-2017-3881 How to Mitigate CIA Vault 7 Exploits on Your Cisco Switches

Posted by John Marrett on Mar 22, 2017 11:04:46 AM

The threat
Two weeks ago WikiLeaks released Vault 7, a large collection of documents that they claim were taken from the CIA. While the CIA has not confirmed this release, there's little question that the leaked information comes from a nation state level intelligence service and contains extensive details regarding exploits and tradecraft targeting a wide variety of service providers, vendors, and equipment. Wikileaks has thus far attempted to redact detailed exploit information and has announced their intention to work with the impacted parties to address these vulnerabilities.

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Topics: CVE-2017-3881, vault 7, cisco switches, IOS Telnet

Troubleshooting Cisco Jabber - Tips and Insights

Posted by Stack8 Marketing on Mar 16, 2017 9:46:00 AM

 

Jabber gives you and your team the freedom to be productive from anywhere, on any device. Cisco Jabber enables you to access presence, instant messaging (IM), voice, video, voice messaging, desktop sharing, and conferencing Instantly.

But Jabber can also be challenging. That’s why we’ve created this guide to help you get the most out of this tool.

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Topics: Jabber, cisco jabber

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