Train your staff to call center

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• Call Center and Office IP telephony Design

  Hello

  I hope that you guys is fine,

  I have a problem, I am a network engineer and responsible for designing the below:

  1 - call Center with 14 Agents, this should include reports, transfer of appeal etc....

  2 - telephony on IP Office with 80 extensions, this should include mobility and messaging features voice etc., it is in the SAME Office as the call center.

  3 - IP telephony for 50 branches connected using MPLS and routers in the branches are routers 887/k9.

  should I to and what software / hardware that should get.

  Please, any help and guidance would be most appreciated.

  Note: I have CCNA VoIP

  Kind regards

  Fahad

  Hello Fahad,

  There are 3 key documents that you should be aware of when it comes to design collaboration solutions.

  1. Cisco preferred Architecture of Collaboration
  • Document of high level that can help determine where the design to the choice based on your business objectives.
  • Cisco validated Design
  • Provides step-by-step instructions to deploy a variety of applications of Cisco UC.
  • Cisco Collaboration Solution network design reference (SRND)
  • The Holy Grail of the detailed technical information for Cisco collaboration solutions. This beast of 1200 + page of a document contains almost everything you would want to know (and more) on the Cisco Collaboration technologies.

  All of the above guides can be found here:
  http://www.Cisco.com/c/en/us/solutions/enterprise/design-zone-collaboration/index.html

  You should also be familiar with the different installation guides and administration for the various products you will be deployed (CUCM, connection to the unit, CCX, etc...). This documentation can be found in the support section on cisco.com.

  When it comes to ordering hardware, software and licenses, I highly recommend relying on a partner of Cisco with a specialization of Collaboration to help you. They will be able to understand your needs more in depth and lighting along the order of implementation process as a whole.

  Hope this helps,

  -Jon

• My colleague and I are editing our first UCCX Call Center Script to include Spanish. Help

  My colleague and I are editing our Call Center the existing script maps. This is our first attempt to script UCCX. They need to break the script in 2 locations, one that already exists for English and a copy of the menu for a Spanish version.  We have tried to include an option for Spanish 2.  We did not want to press 1 for English user, but can if necessary. English is supposed to drop through the menu new or existing. 2 for Spanish is doing nothing.  It acts as if you press anything even if we have an entry identified as Language_Choice and a filter of 2, for the appellant to the Enter key.

  We are short of time and could use some guidance.  Thanks for any help, Jackie

  Hello Jackie,.

  I have attached the sample script for your reference.

  Hop, it will work for you. :)

  Ravi

• Voice mailbox for a call center?

  I am having some problems where for my call center messages go to the wrong mailbox. I don't know if we have this set up correctly. Any help would be appreciated.

  I have a Point of road SIC x 2288 (release of matches by the IPCC)

  I have two boxes of 2288 and 2287 unity voice mail.

  Now when someone calls technical support, they get the CSQ technical support or AutoAttendant CSQ (both are by the IPCC). When the appellant needs to leave a message, the call flow was designed to go to 2287, 2288 is a pointer of the unit until the Point of road of CTI. Can I have a voice mailbox configured to 2288 and remove the 2287 script? (A parameter, it is so easy to change). I'm not sure if change that will place the loop... call voicemail point to CTI road... that sends to the IPCC... to leave a voice message, they are transferred to 2288... who sends point routing CTI...

  How did he know to take a message, instead of to the front to CallManager?

  Is there an easier way or to create a mailbox for a call center?

  Normally, the voicemail box must be different from the CTI RP DN.

  So I think your configuration could be correct.

  If your CTI RP pointing to CRS is 2288, in the sript that you tap voicemail DN, if this would be the same, then you will need to make sure that the CTI port doesn't have access to CTI 2288 Point Road, to the parition assigned to CTI route point poinitng to VM. I would you recommend leaving the voicemail as 2287 box so that way you don't have to worry about the possible loop.

  What was your reason to change the voicemail box?

  Chris

• Call Center

  I am a newbie to call center solutions, can someone show me where do I start? What must I know? It would be useful to receive the guides too, thank you in advance...

  Hello

  Take a look at the guides SRND about IPCC Enterprise:

  ( http://www.cisco.com/en/US/products/sw/custcosw/ps1844/products_implementation_design_guide_book09186a008057a473.html)

  And IPCC Express:

  http://www.Cisco.com/application/PDF/en/us/guest/products/ps1846/c1609/cdccont_0900aecd80676ee5.PDF

  Hope this helps,

  Juan Luis

• Anyone receiving calls from Microsoft Windows (call center from India by the sounds of it) saying that you have a corrupted file? Or is it a scam?

  We received a call last night from someone who claimed to be the Windows technical department saying that our computer has a file corrupted Microsoft on this issue.  First name: Richard Williams.  0261 004030 callback number.  Sounds like an Indian call center.

  I can't believe that cold Microsoft calls people.

  A quick search on google news suggests that people in Britain were targeted by something similar.

  It's a scam.

  http://answers.Microsoft.com/en-us/Windows/Forum/Windows_7-security/please-read-Don

• Exercise of fire or other emergency on call center problems

  Hello, we recently had several fire drills in our new building where we had to evacuate all personnel who left open phone lines and non-staff, so all incoming calls would be sent to agents (if they have not remember to disconnect from their CAD programs before leaving) or play a kind of guest to dial a high Volume , according to the script.

  What we are looking for is some kind of file or even the steps that a manager/supervisor can quickly do to re - route all their lines to play a specific pre-recorded prompt so that callers calling in during this fire drill may hear a message of urgency appropriate and asked to call back later, or leave a message for example.

  We have seen examples where we can set up an XML file similar to the Holiday.xml file that stores the dates of the holidays and the manager/supervisor can quickly add an XML file and scripts that refer to it will automatically play a message to emergency procurement. But are there other simpler methods to get this accomplished?

  In order to use this file XML works, we give admin access to the server of the IPCC to different managers and supervisors don't want to do that, because it would give them access to the entire system of the IPCC and they may accidentally move files and cause problems.

  Any suggestions out there?

  Thank you

  Joe

  Hi Joe-

  It really shouldn't be necessary to have this level of staff actually modify the XML files. Static dates like holidays or even very short notice additions (1 week or more), the administration system should take requests and make the changes to the XML file.

  For the dynamic changes, such as emergency evacuation (fire, bomb, etc.), the method should be 'quick and easy '. I generally recommend a SDA number (so that the process can be done via mobile phone, while the contractor is evacuate the building if necessary) which triggers a request by the IPCC. The application can be protected by a PIN configured number or even use the built-in validation of LDAP to allow some users access. This application would itself modify the XML file to indicate an emergency situation, and the normal routing scripts would check against these before never to send a call to the queue.

  What you have are 2 XML files, which is the active file and the other is the model.

  The active file might look like this:

  disabled

  And the model like this:

  status %

  Then the app (after that the caller verify themselves) offers a menu of "ERIA" or "disable." Based on the selection, you pull up the XML model and perform a translation of keyword (or substituting Text for key words, according to the version) of the key word 'status' with 'disable' or 'enable' text.

  Your routing scripts will simply perform one create a Document file, create an XML Document, and Document XML with XPath data of "/ descendant::Emergency/child::Status ' and take action based on the value returned.

  -Bill

• Windows Call Center in Los Angeles called saying computer is infected

  Received a call from the Service Windows in the call back # 213-222-3568 saying computer has been infected. Indian or other foreign-sounding gentleman, insisted that I give him access to the computer. The call began to falter with many high sounds in the background, could barely hear. I asked a number of reminder and provided it.

  My daughter (14) does not give them access, what do I do now?  I have updated firewall and Virus (so they are off).  All I can understand is they asked a credit card - she says no--he recalled.  I did not give them anything, but fear that my information is now 'out there' - HELP

  Change all of your passwords.  Online and offline.

  Contact all your financial institutions (Bank, credit cards, credit bureaus and tastes) and let them know that you may have been scammed, to check with you for transactions, etc..

  I would suggest reset your computer to factory and restore a backup of your data settings.

• CUCM Upgrades vMotion of call center 24/7 production cluster (multiple) laboratory

  Hey everybody,

  I'm looking for documents that would support a Production Call Manager Cluster upgrade is done in the laboratory.  We did this for cuic, where we clone the Production VM and vMotion for a different Blade (dead net) and make the upgrades during the day, because there is no impact, then vMotion, their return to Production during a window of failure and turn them up after the turn down of the current production those.

  A couple of our clusters with 24/7 call centers, we wanted to limit the amount of time, they do not have some services, such as the mobility of the Extension. It is something that I have recommended, but I need of documentation or even a case of TAC for support to demonstrate management, since it is very different from our current MOP to make the upgrades.

  Thank you

  Randy

  The only caveats that is there is listed in this document only if you click on the hyperlink of VMware vMotion. If you follow them, then there is of course no problem, however you can always open a proactive TAC folder and get this done under their supervision/management, as long as you have a contract of ISV1 which I think is important to VMWare support not bound.

  If you have any doubts and want to go a way the recommended and most reliable compared to the then simply do vMotion using the DRS mechanism which is Cisco preferred for such things. Simply make a backup of DRS of your existing CM clusters running in production, create virtual machines using the same details such as the IP address, host name, NTP etc in his laboratory on a secluded environment and complete the restore of the DRS then and do what you want on the upgrade plan , etc.leaving tests the intact production servers. Once you upgrade and test had been made successfully in the laboratory, simply choose a Cup date more bring the server down production and move from laboratory to production.

  Concerning

  Deepak

• Unwanted Indian call center calls

  I received a phone call from a person claiming to be a technician Microsoft informing me that my computer has problems that I might not be aware and asking me to connect it to my computer so that problems could be fixed. I was suspicious and asked for proof of their good faith. They have insisted that they acted on behalf of Microsoft. I asked was there a fee for this service which told me only if I decided to have it fixed. I refused! How these scammers get our personal information and Microsoft is doing to prevent what is happening and how they advise their clients to ensure safety?

  They simply chose your details in a telephone directory, or perhaps one e-mail sent you to a friend whose computer is infected with a virus.

  Did you read the article at the top of the list in this forum? "Don't fall for bogus phone technical support.

• Windows never control your system and CALL YOU if they see you have questions?

  I received a call from someone saying that they represented WINDOWS and they had followed my system (because I registered my laptop) and they have a detected problem and they wanted orders me to go to the EVENT VIEWER to make some changes that would solve the problem.
  RED FLAG! RED FLAG!
  I had problems with my cursor running around all over the screen, but I did not any request for information on how to solve this problem, and I've NEVER had someone call me until I asked for help...

  I received a call from someone saying that they represented WINDOWS and they had followed my system (because I registered my laptop) and they have a detected problem and they wanted orders me to go to the EVENT VIEWER to make some changes that would solve the problem.
  RED FLAG! RED FLAG!
  I had problems with my cursor running around all over the screen, but I did not any request for information on how to solve this problem, and I've NEVER had someone call me until I asked for help...

  It's a scam.  Happy that you didn't fall for it!

  See the following links for more information:

  http://www.Microsoft.com/security/online-privacy/avoid-phone-scams.aspx

  http://www.mypchealth.co.UK/GuideScam.php

  http://ask-Leo.com/i_got_a_call_from_microsoft_and_allowed_them_access_to_my_computer_what_do_i_do_now.html

  https://krebsonsecurity.com/2012/08/tech-support-phone-scams-surge/

  http://bottomline.nbcnews.com/_news/2012/10/03/14206238-us-works-to-shut-down-tech-support-scam?Lite

• What is your best way to center align two objects without moving one of them?

  I would greatly appreciate your advice.

  Use the align palette and define an object as a key object. Choose align to: and that is defined on the object key (if not already set)

  

  1. Select a group
  2. Shift click to add the next group to the selection
  3. then click on a group to set this as a key object (the sketch will turn into a "BOLD" since CS4 to mean is a key object)
  4. Choose alignment in the Align Panel

• Is there Microsoft call center where I can talk to a live person to billing?

  I'm trying to update my XBox Live account credit card information, but the site does not help how describe screens. It seems the buttons as shown in the help screens, as I have no way to navigate as it charges me. Thank you - I don't want to lose my subscription!

  XBox - Support
  http://support.Xbox.com/en-us/pages/default.aspx

  XBox - Contact us (support)
  http://support.Xbox.com/en-us/contact-us

  XBox - Support Forums - and my XBox (top-right)
  http://forums.Xbox.com/

• Poor for the locale of printers: photosmart 5510

  You have a policy of regional settings on your printers.

  When people move they support need to change these settings for them.

  Your Web site clearly shows that you know that it is a problem that meet your customers.

  Why then your site is not it?

  The link on this forum give first an explanation (showing that you understand what needs to be done), and then it is redirected to a generic call center where people do not know what to do.

  I am sorely disappointed by the unprofessional way, that this situation is dealt with. Train your staff to call center a place where clients get direct access to the info on the right is implemented. You just lost more than an hour of my time, for something that is clearly a request for assistance standard/authentic. You also have convinced me to avoid HP to purchase future headquarters.

  Hi Jan, I would like to help follow up on that. In which country are you based? When you contacted the hotline, have they not have done the region reset it for you?

  Thank you

  Ciara

• STOP: 0X000000ED (0X86D5C030, 0XC0000006, 0X00000000, 0X00000000)

  My niece has a netbook that it turns off in the middle of the Windows form with the flag and the blue line "forced" down while he was starting the system.  Now, he's not going beyond the start menu.  I tried every method of starting, including disable restart auto and other suggestions.  I posted the error code when we finally got a blue screen with an error code itself.  It doesn't have a hard drive to boot from the CD.  I don't have an external CD/DVD drive to boot to leave or perform a recovery.  It is not any kind of recovery.

  Any suggestions?  It is running XP.  Only screens I could get are the BIOS Boot Menu screens and the blue screen with the error. During some of these different methods of starting, he works through things page as it is starting, but then freezes.

  Thanks for any help!

  Safe mode will not help you.

  You can usually fix this by running chkdsk/r of the XP Recovery Console, but to do this, you will have to start on something.

  See here:

  http://answers.Microsoft.com/en-us/Windows/Forum/windows_xp-system/unmountable-boot-volume-stop-0x0000000ed/570c7f90-5869-E011-8dfc-68b599b31bf5

  If you use a recovery partition, you will eliminate all you have.

  Before the recovery operation (if it works at all), you could save all your personal data, but this will require that you copy off to an external device somewhere (but you cannot start, right?).

  You can buy an external CD/DVD drive for about $40 or less (this can be a good investment).

  You can take the machine to a shop where they attach an external CD/DVD drive and run chkdsk/r for you.  When you leave, everything will probably be mysterious excuses and you do not have an external CD/DVD drive.

  You can remove the drive and it slave in another machine and chkdsk /r on (too complicated).

  You could make a bootable USB drive with XP on it - Recovery Console if your system supports (too complicated).

  If you have no real XP bootable installation CD, you can create a bootable XP Recovery CD of Console and be on your way... but you have to start on something.

  Bite the bullet.  Stop messing around.  Shop for an external CD/DVD drive, your problem and be on your way.  Then you will have an external CD/DVD drive to use on any machine you want in the future.

  Then, train your staff on the ramifications of eating off the system when it is not the right time to power off.