Cisco Real time Monitoring Tool (RTMT) Alerts and email notification

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Cisco Real time Monitoring Tool (RTMT) Alerts and email notification Writing this post because I was working on customizing alerts that can be generated by Cisco’s Real Time Monitoring Tool. RTMT is by far the easiest tool for for performance monitoring and alert generation, on either CUCM, CUC as well as CUPS. So Lets get cracking.   The start off point for most people, when using RTMT, is the alert central (See below) Fig. 1…

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Directed Call Park, as an alternative for transfers on an analog phones

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Directed Call Park, as an alternative for transfers on an analog phones Well this is going to be an easy a short post.    I am quite convinced, there are quite a few people around that have analog phones deployed in a, for the rest, all out IP phone deployment.  I have seen this a number of times, analog phones on FXS ports (MGCP, SCCP or H323) and I have also seen issues with transfers…

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External Voice mail access, using Unity Connection

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  External Voice mail access, using Unity Connection External voice mail access. Yes, often requested, hardly ever used in my experience. The solution described below is also good for VM that gets dumped on shared mail boxes, where people don’t have the extension configured on the phone (for instance IVR overflow, or no agents logged in). This access will allow a user not only to listen to messages, but also to change greetings and other…

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Cisco Unity Connection Call Handlers

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Cisco Unity Connection Call Handlers Call Handlers are a very good way to implement simple call flows. For more complex call flows and IVR’s; CUC is definitely not the place. CUC is the place to set up call flows for extension that require an automated open/closed greeting for instance for reception numbers. This is exactly what I will elaborate on in this post. There are a few steps that will need to be taken in…

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Cisco Unity Connection greeting administrator

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Cisco Unity Connection greeting administrator This post will have some similarities with the one i did a while ago on call handlers and open/closed greetings. Mais alors, greeting administrator, what is it?  It is basically a Telephony user interface (TUI) to administer greetings for call handlers.   I had created a call handler with x100 that would play greetings based on TOD and holiday schedules and if open would transfer a caller to x105 which…

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Direct Transfer to Voicemail

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Direct Transfer to Voicemail   This post describes how to configure direct tranfer of calls to a person’s voicemail. So without ringing that person’s extension and without going through the opening greetings. Believe me, receptionists love this! First of all,  create a separate voicemail profile for this purpose, using the existing VM pilot (5999 in this case):     Secondly, add a CTI Route Point:         This CTI Route point will never…

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SIP Early Offer CUCM Trunk

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SIP Early Offer CUCM Trunk Early offer means that the media negotiation parameters are sent as SDP inside the INVITE message (see below) Received: INVITE sip:0399167314@10.248.95.18;user=phone SIP/2.0 Max-Forwards: 69 Session-Expires: 3600;refresher=uac Min-SE: 600 Supported: timer, 100rel To: 0399167314 <sip:039xxxxxxx@10.248.95.18;user=phone> From: <sip:0396xxxxxx@10.248.39.148>;tag=3563846310-73199 Call-ID: 3657443-3563846310-73194@MSX02-KENT-SYD.comindico.com.au CSeq: 1 INVITE Allow: INVITE, BYE, OPTIONS, CANCEL, ACK, REGISTER, NOTIFY, INFO, REFER, SUBSCRIBE, PRACK, MESSAGE, PUBLISH Via: SIP/2.0/UDP 10.248.39.148:5060;branch=z9hG4bK571711401be254476c9b6c922cdfcb01 Contact: <sip:039xxxxxxx@10.248.39.148:5060> Call-Info: <sip:10.248.39.148>;method=”NOTIFY;Event=telephone-event;Duration=1000″ Content-Type: application/sdp Content-Length: 524 v=0 o=MSX02-KENT-SYD 1436627 0…

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Unified Contact Centre Enterprise (UCCE) architecture overview and components

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Unified Contact Centre Enterprise (UCCE) architecture overview and components   I am embarking on a number of posts on Unified Contact Center Enterprise (UCCE) also called IPCC, (same as CUCM is sometimes called Call Manager), I will use UCCE from now on to refer to the suite of functionality that it offers.   Why these posts? Well, as always, because I think it is worth sharing and because the topic is something I want to…

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Changing Wrap-up codes in CAD (UCCE)

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Changing Wrap-up codes in CAD (UCCE) “How to change wrap-up codes on the Cisco Agent Desktop (CAD)”. Wrap up codes are used by agents, in order to categorise an inbound or outbound call. Categorising each individual call, allows a better insight in call volumes, talk times etc,  that are offered in certain categories.    The place where the wrap up codes are modified, is the Cisco Desktop Workflow administrator (see previous posts). Let me pull…

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UCCE Scripting Example

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UCCE Scripting Example OK, so UCCE scripts work differently from UCCX scripts. Because I personally hate reading manuals and configuration guides, i always like to learn new things hands on and supplement that with theoretical knowledge. This approach has always served me well, ever since I entered into IT.  So let me do some explanation around UCCE scripting using an example. Now UCCE, uses the ICM script editor to create the scripts. The way calls get…

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