SLA Uptime Matrix
Excel File
Attributes base call routing
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…]
Skype for Business (Lync)
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…]
Sip trunking – future of tomorrow communications
SIP Trunking Service Providers Components
“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..
Download Complete Whitepaper : https://drive.google.com/file/d/0B-I0ckywnDJfV0ZoNWZhLUxPN2RHcWlCX09wdlFJd0pRdEow/view?usp=sharing_eid
Cisco Unified Contact Center Enterprise Software Components
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…]
Genesys Log File Management Tool (LFMT) and its architecture.
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…]
Untapped market: WebRTC for contact center agent desktop applications, from voice to video to co-browsing to simplicity.
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…]
Due Diligence: 50 Questions for Cloud Computing Providers by techbridge
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…]
CCPulse – How to show agent login time?
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…]