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Tuesday Trivia 1
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...
View ArticleImplementing SPAN
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...
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Using PHP for Cisco IP Phone Apps
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...
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Enterprise License Manager (ELM) Tutorial
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...
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Cisco Unified Contact Center Express (UCCX) Install
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...
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Cisco Unified Contact Center Express (UCCX) Initial Setup
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...
View ArticleUCCX Architecture
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...
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UCCX Automatic Call Distribution (ACD) Part 1
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...
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UCCX Automatic Call Distribution (ACD) Part 2
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....
View ArticleConfiguring Router on a Stick
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...
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