IP Telephony & Contact Center Architects

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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

Lync 2013 Server / Roles & Components

Front End User authentication and registration Presence information and contact card exchange Address book services and distribution list expansion IM functionality, including multiparty IM conferences Web conferencing, PSTN Dial-in conferencing and A/V conferencing (if deployed) Application hosting, for both applications… Continue Reading →

Telecom Abbreviation

CLIP : Calling Line Identification Presentation CLIR: Calling Line Identification Restriction COLP: Connected Line Identification Presentation COLR: Connected Line Identification Restriction CFU: Call Forwarding Unconditional CFB: Call Forwarding Busy CFNRy: Call Forwarding No Reply CFNRc: Call Forwarding Not Reachable ECT:… Continue Reading →

How Virtual queue works?

What is Virtual Queue? Virtual Queue is a logical queue where an interaction is queued if the target is not available. Virtual queues can be associated with any target type like agent, agent groups, place and place groups and commonly… Continue Reading →

hundred call second or centum call second (CCS)

The hundred call second — also known as the centum call second (CCS) — is a unit of telecommunications traffic density that is the equivalent of one call (including call attempts and holding time) in a specific channel for 100… Continue Reading →

WebRTC decoded

What is WebRTC? WebRTC (Web Real-Time Communication) is an API definition being drafted by the World Wide Web Consortium (W3C) to enable browser applications for voice calling, video chat, and P2P file sharing without plugins. What is all the fuzz… Continue Reading →

Licensing Microsoft Lync

http://office.microsoft.com/en-001/lync/microsoft-lync-licensing-overview-lync-for-multiple-users-FX103789668.aspx Server Licenses: A license must be assigned for each instance of the server software that is running the front-end server role—all other roles do not require a license. Lync Server 2013 is licensed in one edition for all deployment… Continue Reading →

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