IP Telephony & Contact Center Architects

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Taking CISCO ICM Config Backup

Backing up the Configuration Database Complete these steps: 1. Create a directory on a local drive. Ensure that the drive has enough available disk space to support the backup of your configuration database. This example creates a directory called LOADER… Continue Reading →

popular business and technical videos covering all aspects of communications technology

http://online.ucexpo.co.uk/Videos A selection of the most popular business and technical videos covering all aspects of communications technology from the Unified Communications Expo Seminar Programme

SIP trunking in Lync Server 2013

Deploying SIP trunking can be a big step toward simplifying your organization’s telecommunications and preparing for up-to-date enhancements to real-time communications. One of the primary advantages of SIP trunking is that you can consolidate your organization’s connections to the public… Continue Reading →

SIP Unified CVP Call Flow

    The call flow consists of an incoming call requiring initial self-service, followed by queue treatment, and finally delivery to a Unified ICME agent. The following diagram presents a general SIP-based solution. A detailed description of the call flow… Continue Reading →

Genesys Audit Tool

AuditGen is a unique audit trail solution for Genesys based platforms. It provides technical as well as business users with audit capabilities at a technical and operational levels. Its feature scope extends well beyond configuration audit trail. AuditGen offers unique… Continue Reading →

Cisco Unified CCX Agent E-Mail

Cisco Unified CCX Agent E-Mail Components and Interfaces   The following steps describe how an e-mail is routed using the Agent E-Mail feature: 1.The Cisco Desktop Agent E-Mail Service on the Cisco Unified CCX server connects to the mail store… Continue Reading →

Cisco Unified CCX Call Processing

 Typical Cisco Unified CCX call flow:– 1. Call arrives at Voice Gateway (VG) 2. Voice Gateway asks Unified CM how to route the call (using H.323 or MGCP). 3. Cisco Unified CM has the dialed number (DN) associated with a… Continue Reading →

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