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Sometimes administrators have to block calls harassing, scam, or other undesirable calls. In newer versions of CUCM, this can be done in CUCM, or it can be done on an h.323 or SIP gateway. Which should you use? There are … Continue reading
Category Archives: Unified Communications
Have you ever wanted to do any of the following from a Contact Center application? Read a schedule from a local document, rather than having to use script editor to edit schedules Be able to load a schedule from a web … Continue reading
I recently had the opportunity to pick up a couple of 8861s for my lab/home phones, and thought I would do a writeup on my initial impressions. The 8800 series phones offer an updated look, and a number of new features. … Continue reading
Time of Day routing allows for calls to be treated differently based on the time of day and day of week. This allows for things like automatically rerouting calls to a different destination when the company is closed, not allowing … Continue reading
With the upgrade to Cisco UC 10, Enterprise License Manager (ELM) is “replaced” with Prime License Manager (PLM.) This is really just a rebranding of the existing ELM, although there are a few differences. There is a standalone PLM OVA … Continue reading
Sometimes it is necessary to have a phone dial a preset destination any time it goes off hook. This is common in lobby phones, or the push button intercoms used on doors and gates. This configuration is called Private Line … Continue reading
In previous posts, we have looked at setting up the queues, skills, and agents for an ACD (Automatic Call Distribution) call center. In this post, we will take a look at setting up a very basic queuing script from a … Continue reading
I recently ran into a situation where agents in a call center that had a Work timer and reason codes enabled where going into Not Ready with a system reason code: 32758 (Work Timer Expired). The agents and queue were … Continue reading
Deploying Unified Communications Manager to geographically diverse sites adds a number of challenges not experienced in single-site deployments. The primary new challenges are: Bandwidth usage and call quality over WAN links Availability during WAN outages Call routing to the PSTN, … Continue reading
Local Route Groups were introduced in CUCM 7 as a cleaner way to configure PSTN routing for multiple sites. Prior to Local Route Groups, the only way to route calls out a local gateway was to configure a partition for … Continue reading