First Look at CUIC
As I promised (threatened perhaps?) in a previous post I am going to write a few articles about Cisco contact center reporting. This is an important aspect of call center administration, and while you...
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CAD or CTIOS? That is the Question
I didn’t know what questions to ask, and as a result our Cisco “partner” and implementer took matters into their own hands. Can’t hardly blame them for that, it is not their job to somehow obtain...
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Emergency Responder Part 3
I know you’re wondering how the 911 Operator gets the correct address information… Today we will be discussing the topic of an Emergency Location Identification Number (ELIN). In my last Emergency...
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Hey, telecom administration guy… I need access to call center reports
During your inevitably illustrious career as a contact center engineer, you will definitely encounter a variation of the title sentence. Hopefully they know your first name and omit the...
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There is always another way
Cisco UCMA I plan on going through my entire adult life without ever learning the origin of the phrase ‘there is more than one way to skin a cat’. I don’t know what that means and frankly it sounds...
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Tell me what I need to know….NOW!
A million years ago when I was working as a call center manager, I was fanatical about real-time data. I liked historical reports for documenting trends and for staffing shifts, but I was obsessed with...
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The Poor Man’s Call Center – How to Configure Line Groups in CUCM
There are times when building a “true” call center in UCCX (Unified Contact Center Express) or UCCE (Unified Contact Center Enterprise) is just overkill. Sometimes the group is too small, the call...
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Tricks of the Trade – Configuring Contact Center Failsafe
Just an idea… nothing more. It occurred to me that the simplest ideas are often times the most troublesome nail down for technical engineers because of our tendency to over-think. For this reason it...
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A Meaningful View into Call Center Data – Manipulating Report Fields in CUIC
I have been writing for Ascolta for a mere two months now; not near enough time to encounter my first wave of writer’s block. Alas, my writing mediocrity has been put in display, and in the last few...
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Tricks of the Trade – Unity Connection and that Pesky Session Timeout
So I walked into the office early one morning to find my colleague and close friend exasperated, frustrated and some other kind of angry –ated word saved specifically for times when two words simply...
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