IP Telephony & Contact Center Architects

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“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… Continue Reading →

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,… Continue Reading →

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… Continue Reading →

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… Continue Reading →

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… Continue Reading →

GVP 8.x – CTI Connector Call Flow (Genesys)

    Media Gateway sends Invite to SIP Server – SIP Header contains info about the call including ANI and DNIS.  In this case the initial destination is a URS controlled Route Point SIP Server forwards the call information to… Continue Reading →

GVP 8.x Inter-process Communication

GVP 8.x uses SIP messages to communicate with one another. So understanding SIP call flows and how to read SIP messages is pretty much fundamental. Unfortunately, I cannot get into the details of the SIP protocol during this Tech Tutorial,… Continue Reading →

How to Check if you are running Lync Server Evaluation or Licensed Version

I was not sure if our Lync environment was running Evaluation Version of the Lync Front End server or the Volume Licensed Version. I was looking to migrate from PoC to production so I had to make sure that the… Continue Reading →

Lync 2013 Installations Guide

Infrastructure Requirements: http://technet.microsoft.com/en-us/library/gg412986.aspx Server Software Pre-requisites: http://technet.microsoft.com/en-us/library/jj204692.aspx Deployment: http://technet.microsoft.com/en-us/library/gg412892.aspx Installing Standard Edition: http://technet.microsoft.com/en-us/library/gg398112.aspx

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