Router on a stick (or One Armed Router) is a common name for a configuration used for routing between VLANs on a single Ethernet (including Fast/Gig/10Gig) interface. This configuration uses sub-interfaces on the separate VLANs and an 802.1q or ISL … Continue reading
In my last post, we looked at configuring UCCX Queues, Skills, and Resource Groups. In this post, we will look at Agents, Supervisors, and Teams. These are how UCCX manages the call center employees. Agents (or Resources) are the people … Continue reading
Automatic Call Distribution, or ACD, is one of the most fundamental features of any call center software. It includes taking calls, queuing them until a qualified agent it is available, and transferring the call to that agent. There are a … Continue reading
UCCX is an application server in the Cisco’s Unified Communications suite that provides basic or advanced IVR, call queuing, Automatic Call Distribution (ACD), agent management like reporting and recording (both built in, and using the Quality Management and Advanced Quality … Continue reading
Unified Contact Center Express (UCCX) is the solution for small to medium (up to 400 agents) call centers in Cisco’s Unified Communications suite. It runs on the same UCOS platform that Unified Communications Manager and Unity Connection run on, the … Continue reading
Starting with version 8.0, UCCX is based on the same hardened Red Hat Enterprise Linux version that CUCM and Unity Connection are based on. The install follows the same steps that they do. Since UCCX is still licensed based on … Continue reading
Cisco is moving the UC suite to licensing through Enterprise License Manager, or ELM. Currently, Unified Communications Manager and Unity Connection licensing is managed through ELM. IM & Presence is not directly licensed, it is tied to UCM licensing. Other … Continue reading
One of the advantages that IP phones have is the ability to create custom applications that can perform any number of functions. PHP and other dynamic web development languages can be used to create a great deal of functionality. The … Continue reading
Switched Port Analyzer (SPAN) is a means of redirecting traffic from one switch port to another for analysis. An example would be capturing the traffic to a host with a PC running a program like Wireshark. Setting up SPAN is … Continue reading
IP phones are called SEP<MAC Address> in UCM. SEP is a legacy from the original developers, Selsius Systems. It is an acronym for Selsius Ethernet Phone. From Implementing Cisco Unified Communications Manager, Part 1 (CIPT1) (Authorized Self-Study Guide) … Continue reading