Advantages of Deploying Self-Service Solutions

Posted by Corey Coblentz on Oct 21, 2016 8:48:00 AM

The largest complaints callers have with regards to call centers is waiting on hold for an excessive period of time or navigating through an endless phone menu with hard-to-follow/lengthy prompts.  In fact, social media is filled with sites that consumers can voice their criticisms: On hold with.  

This problem is further compounded by organizations who have IVR (Interactive Voice Response) and ACD (Automated Call Distribution) technologies but only use the ACD component in combination with simple rules to route calls to agents. These shortcuts are often because of the costs or challenges associated with deploying.

Inevitably delivering the bare minimum queuing with no self-service results in overloaded agents, angry consumers and excessive queue times.

 

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Topics: Weekly UC Tips, UCCX, Contact Centers

Configuring Business-to-Business SIP URI Dialing with Cisco Expressway

Posted by Dishko Hristov on Jul 7, 2016 8:30:00 AM

 

If you already have Cisco Expressway MRA and SIP URI dialing activated in your Cisco Unified Communications environment, then you should seriously begin to think about activating another very key feature within Cisco Expressway: Business-to-Business dialing.

This feature will bring your collaboration with your partners and customers to whole new level; allowing you to have audio and video calls with them as seamlessly as you do with your coworkers.

A big part of the configuration process for B2B calls is deploying public DNS SRV records that will allow your partners and clients to call you using your corporate domain.

Assuming you have all necessary ports on the firewall already opened.  The following will take you through the steps required to effectively configure the B2B SIP URI dialing feature within Expressway.

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Topics: Expressway, Weekly UC Tips, How to(s), URI

Troubleshooting Erroneous Call Flows and Toll Fraud in Cisco Unity and UCCX

Posted by Ben Petroff on May 5, 2016 11:32:07 AM

 

Your company is a Cisco Unified Communications environment and you are trying to identify an inbound call flow in order to diagnose an issue with hard facts. You ask yourself: "How can I find the call flow that is being accessed at the time of my issue?"  This guide will help you diagnose two use cases:  

  1. Erroneous call flows in Cisco Unity 
  2. Toll Fraud.

Although we are focusing on these two particular cases these solutions can be used to diagnose a variety of issues . 


PROBLEM

You are unable to figure out what the inbound caller is dialing before and after they access your system (Unity, UCCX).

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Topics: Weekly UC Tips, Cisco Unity, UCCX

Troubleshooting a Fax from Cisco UC to an Isolated Destination

Posted by Ben Petroff on Apr 14, 2016 3:05:56 PM

Your company is an avid Cisco Unified Communications user and you recently successfully integrated a fax server using H323. The fax server is configured and working fine, however, you see an issue when sending a fax to a specific destination. Why are other fax destinations working, but not this one? How can I identify the source of the problem? What can I do to fix the issue?

Often our first impression is to think that the issue resides with the destination. However, through investigation, when this issue came up with many of our customers, we often found that not to be the case; the issue actually resided at the origin and not the destination.  We will explore the most probably causes to the problem and outline steps to resolving them.

 

PROBLEM

Unable to fax to an isolated destination number;  the other fax answers, but the transmission does not complete.

 

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Topics: Weekly UC Tips, How to(s)

Executing SQL Queries against CUCM through Cisco AXL (part 3 of 3)

Posted by Carl Karawani on Mar 24, 2016 7:30:00 AM

Once you have completed part 1 (Integrate any 3rd party provisioning application with your CUCM using Cisco AXL) and part 2 (Sending AXL Requests to Cisco CUCM with Postman), part 3 takes it one step further with direct access to the CUCM database with Cisco AXL.

Executing SQL queries against CUCM with Cisco AXL is the third and final part of our 3-part series on taking you through the steps to get the most from your CUCM using the Cisco AXL API.  Once you have completed part 1 and part 2, part 3 takes it one step further with direct access to the CUCM database with Cisco AXL. Perhaps two of the most powerful things about the Cisco AXL API are the executeSQLQueryReq and the executeSQLUpdateReq functions. These features allow you to create, update and delete directly in the CUCM database.

For a complete view of the database schema, please consult the CUCM Database Dictionary

To demonstrate this, we will show you the steps to query CUCM to find all the Directory Numbers that are inactive. 

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Topics: Weekly UC Tips, How to(s), Cisco AXL

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