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SLA Uptime Matrix

January 8, 2016 / Leave a Comment

Excel File  

Posted in: Service Design

Attributes base call routing

October 9, 2015 / Leave a Comment

Attributes identify a call routing requirement, such as language, location, or agent expertise. Each precision queue can have up to 10 unique attributes, and these attributes can be used in multiple terms. You can create two types of attributes: Boolean or proficiency. Use Boolean attributes to identify an agent attribute value as true or false. … [Read more…]

Posted in: Contact Center, Contact Center Architect, UCCE/UCCX, Unified Communications Tagged: Attributes base call routing, Cisco UCCE, ucce, UCCX

Skype for Business (Lync)

June 30, 2015 / Leave a Comment

http://www.microsoftvirtualacademy.com/product-training/skype-for-business If you want to learn Lync, Microsoft Virtual Academy is the best place, It is fee of cost and available as and when you need … Core Solutions of Microsoft Lync Server 2013 Jump Start Enterprise Voice and Online Services with Lync Server 2013 Jump Start What’s New in Skype for Business Lync Network … [Read more…]

Posted in: Lync Server 2013 Tagged: Skype for Business

Sip trunking – future of tomorrow communications

January 12, 2015 / Leave a Comment

SIP Trunking Service Providers Components

Posted in: IP Telephony Architects, SIP Trunk Tagged: SIP, SIP Server, SIP Trunk, SIP Trunk Service Provider, SIP Trunking

“If it works, why should I care?” Don’t make the common mistake of believing multi-tenancy is the same as multi-user or multi- enterprise clouds: “Multi tenancy Vs Multi Instance in CCaaS / UCaaS clouds..

December 25, 2014 / Leave a Comment

Download Complete Whitepaper : https://drive.google.com/file/d/0B-I0ckywnDJfV0ZoNWZhLUxPN2RHcWlCX09wdlFJd0pRdEow/view?usp=sharing_eid

Posted in: Cloud, Contact Center, Contact Center Architect, IP Telephony Architects, Session Initiation Protocol, SIP Trunk, Unified Communications Tagged: Ankush Gangwani, CaaS, CCaaS, Cisco HCS, Cisco Hosted, Cisco Hosted Contact Center, Cloud, Cloud Contact Center, Contact Center, HCS, Hosted, Hosted Contact Center, Hosted U, Hosted Unified Communications, InstaCC, InstaCC Global, ip telephony, Multi Instace, Multi Tenant, Multi-Tenant Vs Multi-Instance, Product Manager, TATA Communications, TCL, Unified Communications, Virtulisation

Cisco Unified Contact Center Enterprise Software Components

November 8, 2014 / Leave a Comment

Cisco Unified Contact Center Enterprise Cisco Unified Contact Center Enterprise (Unified CCE) provides a VoIP contact center solution that enables you to integrate inbound and outbound voice applications with Internet applications, including real-time chat, Web collaboration, and email. This integration provides for unified capabilities, helping a single agent support multiple interactions simultaneously, regardless of the communications … [Read more…]

Posted in: Contact Center, Contact Center Architect, UCCE/UCCX, Unified Communications Tagged: Cisco UCCE, UCCE/UCCX

Genesys Log File Management Tool (LFMT) and its architecture.

November 6, 2014 / Leave a Comment

Log File Management Tool (LFMT) and its architecture. Log files are an integral part of Genesys software, and they are the main  sources of information when troubleshooting application issues. The faster that relevant, accurate, and consistent log files are provided, the sooner an issue can be resolved. However, many problems can occur when trying to … [Read more…]

Posted in: Contact Center, Contact Center Architect, Genesys Tagged: Genesys, Genesys Log File Management Tool, LFMT

Untapped market: WebRTC for contact center agent desktop applications, from voice to video to co-browsing to simplicity.

October 14, 2014 / Leave a Comment

The agent desktop application is the main tool of a contact center agent, this is where she or he manages availability, controls telephony and interacts with whatever application manages the end customer interaction. It can be a fat client installed on a computer or a web page where 3rd party controls run. One of the … [Read more…]

Posted in: Cloud, Contact Center, webRTC Tagged: agent desktop, WebRTC

Due Diligence: 50 Questions for Cloud Computing Providers by techbridge

September 18, 2014 / Leave a Comment

Requirements/Functionality Questions:  Does your SaaS application meet the functional requirements of my organization? Will your application fit the evolving needs of my organization as time goes by? Does your application require that I significantly alter my existing organization workflows? Reliability Questions: How reliable are you – do you provide references, case studies and third party … [Read more…]

Posted in: Cloud Tagged: Cloud, Cloud Contact Center

CCPulse – How to show agent login time?

September 11, 2014 / Leave a Comment

Few months ago, I wrote an post about Genesys CCPulse powerful feature (read here) and explained how JScript language can be used to show various other details within CCPulse. Last week, I had requirement from contact center supervisor to view agent’s login time i.e.) when they logged in. We needed this information to analyze default … [Read more…]

Posted in: Genesys Tagged: CCPulse, Genessys
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Categories

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  • Contact Center (38)
  • Contact Center Architect (30)
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  • Lync Server 2013 (9)
  • Service Design (2)
  • Session Initiation Protocol (13)
  • SIP Trunk (10)
  • Speech Recognition (2)
  • UCCE/UCCX (3)
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  • webRTC (7)
  • Workforce Management (1)

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