Managed unified communications services include Alert Management, Standard change management, non-standard change management, Vendor Management, Patch Management and problem management across the following set of technologies:
- CISCO UNIFIED COMMUNICATIONS MANAGER
- CISCO UNIFIED COMMUNICATIONS MANAGER EXPRESS
- CISCO BUSINESS EDITION 6000
- COMMUNICATIONS/ VOICE GATEWAYS
- CISCO JABBER
- CISCO UNITY CONNECTION
- CISCO WEBEX MEETINGS
- CISCO UNIFIED ATTENDANT CONSOLES
- CISCO EMERGENCY RESPONDER
- MICROSOFT LYNC INTEGRATION
- CISCO TELEPRESENCE
SUPPORT PROCESS:
SOME OF THE STANDARD CHANGE MANAGEMENT TASKS:
| Level 1 Tasks | Level 2 Tasks |
| Adding/Changing/deleting speed dials | TOD setup for handling incoming calls |
| Adding/Changing/deleting call forward | Bandwidth on Demand |
| Adding/Changing/deleting CMC codes | Adding, modifying and assigning VLANs. |
| Adding/Changing/deleting display names on the extension | configuring Hunt group, pick up group, |
| Adding/Changing/deleting Call restriction levels | Configuring and troubleshooting FAX in UC |
| Adding/Changing/deleting CTI, Ext Mobility, MAC using BAT | Change related to NAT/PAT |
| Adding/Changing/deleting Dummy extensions/VM box | Inbound/Outbound calls, Voicemail Issues |
| Adding/changing/deleting shared lines | |
| Adding/changing/deleting .WAV file notifications | |
| Adding/changing/Deleting user profile | |
| Adding/Changing/deleting Fax lines | |
| Adding/Changing/deleting a call pick up group | |
| Adding/Changing/deleting VM tree | |
| Adding/Changing/deleting Call handlers | |
| Adding clients details in Netwise | |
| Assigning public and private static/DHCP IPs to end devices |
SOME OF THE ALERT MANAGEMENT TASKS:
| Level 1 Tasks | Level 2 Tasks |
| Checking device high memory issues. | Handling MGCP fallback issues. |
| Checking syslog event alerts. | Handling VPN tunnel issues. |
| Verifying SNMP trap notifications. | Troubleshooting ISDN related issues. |
| Checking the monitoring tools on timely basis. | Working with service providers (T1/E1 Issues). |
| Checking device high CPU issues. | Assisting clients over phone. |
| Checking device space issues. | Taking regular backups of servers. |
| Checking process down issues. | Handling T1/E1 issues. |
| Working with service providers | Isolating and Troubleshooting Route issues. |
| Verifying Events in servers. | Resetting IP Phones from gateway. |
| Circuit Information tracking and update | Handling Service Desk Activities. |
| Handling Device reboot issues | Resetting clients user account password in AD |
| Assign tickets to appropriate engineers | Verifying CCM/Unity failover. |
| Acknowledge client emails/update tickets | Verifying and taking DIRTS, BARS manually |