Transform how you Interact with your Customers Using Cisco UCCX.

Posted by Eric Losier on Jun 9, 2016 8:30:00 AM

 

Like most Cisco Unified Communications customers with the need to support some form of contact center within their organizations, you may have most likely deployed Cisco Unified Contact Center Express (UCCX), or perhaps its big brothers Packaged Contact Center Enterprise (PCCE) or Unified Contact Center Enterprise (UCCE). And again, like most Cisco contact center deployments, you have most likely initially focused on the essentials: getting your agents to answer customer calls! Now that this is out of the way, it’s time to take a deeper look under the hood of your Cisco contact center platform and realize its true potential: it can completely transform how you interact with your customers. 

Although PCCE and UCCE platforms are great, this article will focus on UCCX. With the capacity to support 400 agents and as many concurrent IVR ports, UCCX fits most small and medium-sized organizations. At its core, it consists of four main modules all within the same box: an Interactive Voice Response (IVR) system, an Automatic Call Distribution (ACD) engine, a set of applications for Computer Telephony Integration (CTI), and a Reporting platform. At first glance, this may all seem relatively standard. However, what sets UCCX apart is its flexibility; at Stack8, we consider UCCX to be closer to a Telephony Application Development platform than a contact center product. 

Read More

Topics: Cisco Unified Communications Insights

Activating SIP URI Dialling into a Cisco UC Environment: Step by Step

Posted by Dishko Hristov on Jun 2, 2016 11:30:00 AM

 

"The Future of Cisco UC: The URI Advantage" was a recent post that explained URI and the advantages of using it in your Unified Communications Environment. A directory URI is the abbreviation of Uniform Resource Identifier and its directory format is similar to an email address (username@host) where the host portion is an IPv4 address or a fully qualified domain name. One of the main advantages that was outlined  in the above article was that by adding SIP URI integration in your dial plan or at least a URI directory adds significant flexibility.  .

The following post, we take you through the step-by-step to setting up and activating URI dialing within a Cisco UC environment from mapping the Directory URI address to an email address to modifying display preferences.

Read More

Topics: Cisco Unified Communications Insights, How to(s)

The Future of Cisco UC: The URI Advantage

Posted by Matthew Balcer on May 19, 2016 8:30:00 AM

 

 

Why are we still talking about something that has been around since Call Manager 7.x? Why is a dial plan built around URI not more common place? Why is it still something most people only think about in reference to video?

At the outset, the purpose of the URI is exactly what the name states, a Universal Resource Identifier. For those unfamiliar with URI or SIP URI, it is basically an alphanumeric ID that is reachable across the web. It seems like a perfect fit with Cisco’s vision of an all-encompassing communication platform, and in large part it is. In concept, the goal is to have a single address at which to contact someone regardless of the medium you choose. In other words, mbalcer@stack8.com becomes my e-mail address, my instant messaging ID, my video call number, and yes even my phone number. Isn’t this what IP telephony and UC were built for?

Read More

Topics: Cisco Unified Communications Insights

Cisco Cloud Services Router 1000v in Review

Posted by John Marrett on Apr 28, 2016 10:00:00 AM

 

The Cloud Services Router 1000v (CSR) is one of Cisco's best kept secrets in the routing and security space. The CSR is an incredibly powerful product that's flexible, adaptable and offers almost limitless functionality at a very low price point. In some cases, this router will cost less to license than the ongoing support costs of the traditional router that they could replace. While infrequently positioned in these roles by VARs and account teams the CSR is surprisingly capable.  In this blog post, we will review the advantages and limitations of the CSR in our experience using it on the routing and security side of the business although it's also starting to be used for some Unified Communications related roles.

Read More

Topics: Cisco Unified Communications Insights, Network & Security Insights, Cisco Release Notes and Product Reviews

5 Criteria to Consider Before Upgrading your Cisco Unified Communications System?

Posted by Matthew Balcer on Apr 22, 2016 1:44:19 PM

Drive to 9… Drive to Collab… Refresh to Collab… If these terms are familiar to you it is probably because you have been contacted by your Cisco account team or your Cisco reseller to upgrade your Cisco Unified Communications (UC) environment. Cisco has facilitated the upgrade process by creating these promotions to reduce the cost of doing an upgrade. In the past, the cost may have been a prohibitive decision criterion in the upgrade process;  although cost is always a consideration, in the case of a Cisco UC upgrade, it may be better as a secondary consideration if only because making the wrong upgrade decision could in fact be even more costly.

So what should be considered? Why should you upgrade? Why should you not upgrade?

There are really five criteria that should be considered when making the decision:

  1. manufacturer support,
  2. compatibility,
  3. infrastructure,
  4. application bug fixes, and
  5. features and functionalities.
Each one of these criteria has equal value in the decision. Now let's review each one of these more in depth.
Read More

Topics: Cisco Unified Communications Insights

Don’t miss out. Expert advice straight to your inbox!

Insightful tips, troubleshooting and solutions for your everyday Unified Communications challenges from our team of experts. You can look forward to:

  • Weekly UC tips;
  • Cisco Unified Communications insights;
  • UCCX - Contact Center insights;
  • Network and Security insights;
  • Cisco Release notes and Product reviews.
Join us for free live demo