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
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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 | |
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Reporting |
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| Configuring report in CUIC | |
| Scheduling reports in CUIC | |
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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 |
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| 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 | |
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Logs Analysis and Collection using Debug Tools |
Procmon |
| OPCtest | |
| rttest | |
| rtsetting.exe | |
| rtrtrace.exe | |
| dumplog | |
| vrutrace | |
| Call Tracer | |