Managed Contact Center

Managed Contact Center Australia Services include support, management and troubleshooting of Cisco Contact Center Enterprise and Express editions. The services of the solution are governed by ITIL framework, practices and guidelines. The support covers management of Cisco Unified Communications Manager, Cisco Voice Gateways, Jabber, Precision Routing, Cisco Unified Customer Voice Portal, Cisco Unified IP IVR, Unified Presence Server, Unified Intelligent Contact Manager and Cisco Unified Intelligence Center.

System administration, system resource optimization, user optimization and access control, monitoring and management of servers and vital services are the key tasks of Managed Contact Center Australia. The support consists of Level I, Level II and Level III tiers. Level I support covers monitoring and ticket management. Level II support covers administration and Level III covers advanced troubleshooting. Fully Managed Contact Center Australia services also cover Cisco TAC case management as part of Vendor Management. This is normally handled by Level III Support. Our Managed Services also cover circuit management, by coordinating with ISPs. These tasks are done by Level II engineers.

Managed Contact Center Australia Services for Cisco Contact Center Enterprise includes the following key tasks

Change Management

CVP

Prompt Replacement
Adding IVR Prompt
Adding Routing Labels

ICM

Routing Script Changes
Skillgroup Creation
Dialed Number Creation
Call Type Creation
Agent Desk Settings
VRU Scripts Creation
Device Targets Creation
Label Creation
Agent Team Creation
User Creation
Service Creation
Service Level Threshold Changes
Agent Creation
Supervisor Creation
Assigning Skillgroup to Agent
Assigning Agent to team

 

Reporting

Configuring report in CUIC
Scheduling reports in CUIC

Daily Reports (Historical)

Agent
Agent by Team
Skillgroup
Call Type

Half Hour Reports (Historical)

Agent
Agent by Team
Skillgroup
Call Type

Real Time Reports

Agent
Agent by Team
Skillgroup
Call Type

 

Troubleshooting

Agent not able to Login
Fail to play Prompts in Routing Script
Calls getting routed to wrong targets
CVP Routing Label troubleshooting
Phones association with PGUser
CTI Route Point Association with PGUser

Logs Analysis and Collection using Debug Tools

Procmon
OPCtest
rttest
rtsetting.exe
rtrtrace.exe
dumplog
vrutrace
Call Tracer