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Hi Devnet users,

 

I’m Craig and I’ve been working with the Sandbox team creating new labs.  Our newest lab is Packaged Contact Center Enterprise (PCCE) and the first phase of implementation for this lab is now available for Devnet users to check out for free!

 

PCCE fits within Cisco’s Collaboration product set and is more specifically a Contact Center product.  If you’re familiar with UCCX or UCCE, PCCE falls a bit in the middle.  It has capacity limits far beyond UCCX and comes in a Packaged format that requires less customization and is easier to setup than UCCE.  Additionally, PCCE provides an upgrade path to UCCE should your business needs change in the future.  Here’s a link to the PCCE home page if you want to learn more.

 

While we’re excited to release this new lab we do want you to know right up front that this lab is not complete. This lab focuses on Task Based Routing with Finesse and SocialMiner.  Agent voice capabilities aren’t quite ready yet but we’ll be providing these in an upcoming upgrade.

 

So then, you might ask, what can I do with a PCCE implementation that doesn’t support agent voice?  It turns out, there’s quite a bit!  This lab exposes Finesse Agents which can be designated to handle various tasks.  SocialMiner is integrated to provide a manual method to inject tasks towards the agents, but you can also code your own solutions!  You can create agents, supervisors, teams, and skill groups; experiment with our sample Finesse Gadget, build your own custom Finesse Gadgets, tinker with our provided Task Script or create your own Task script. While redundant hardware is not provided this is a full PCCE lab environment available for your use.

 

How does it work?  After logging into the Devnet Sandbox and reserving the PCCE lab, you will receive an email with VPN instructions and credentials to enter your private lab.  Once you establish an Anyconnect session from your local PC to the lab, you’ll have access to all of the devices within the lab.  Because some functionality is dependent upon being a member of the PCCE domain, it’s recommended that you Remote Desktop to AW1-A at 10.10.20.21 to get started and follow through the introductory instructions for an overview.

 

Feel free to experiment and try things! You can’t break it, at least not permanently.   If you find you’ve made some changes that you need to undo, just cancel your reservation and start a new one.  You can find the new lab here

 

We hope you’ll give this new lab a try!

 

Regards,

Craig

This blog was generated from CDN blog

Created by: David Lender on 14-05-2012 09:53:12 AM
Make plans now to attend XMPP integration with CVP 2012/06/14 @ 10:00 AM at Cisco Live! in San Diego.
cdnadmin

CVP doc wikipedia style!

Posted by cdnadmin Mar 18, 2014
This blog was generated from CDN blog

Created by: JP Beaudry on 21-10-2009 03:01:10 PM
Did you know that Cisco has begun to move product technical documentation the wikipedia-style website docwiki.cisco.com? CVP is dipping its toes by first posting the 7.0.2 Troubleshooting Guide. But how does that impact you?

First, if you see an obvious error in the document, you can fix it yourself! No more filing documentation defects and waiting forever to see them addressed.

Second, we'll be better able to cross-reference various resources than our current mechanism allows. And it should be faster to boot, since no special browser plug-in is required.

Third, we're hoping that the CVP user community will contribute back their own favorite, fastest, most effective troubleshooting tips. We know that you can get really creative and we want to see your handy work. Don't worry, our tech editors will be looking over your contributions to make sure they land in the optimal place and are otherwise generally PC.

Hope you find it useful. Give it a spin and let us know what you think.
cdnadmin

Beep Beep... on Record

Posted by cdnadmin Mar 18, 2014
This blog was generated from CDN blog

Created by: Ranjana Narayan on 15-07-2009 08:38:51 AM
Recently noticed that there have been repeated questions from our developer community complaining that they can't seem to get the beep to work with <record>. They have set the beep attribute to "true" alright, and the reference guide even says this is supported but why doesn't it work?

It fails to work coz  IOS still has a vxml version defaulted to pre2.0, you can check this using the "show run" on the gateway. And hence it still behaves as a pre2.0 compliant browser wrt some . Run this command at the CLI to make it 2.0 compliant
# vxml version 2.0
and voila!! the beep works

Another tedious way would be to add a beep.wav audio before the record element. Any takers?
cdnadmin

Be Forgiving

Posted by cdnadmin Mar 18, 2014
This blog was generated from CDN blog

Created by: James Shepard on 11-06-2008 05:41:57 PM
August 01, 2006
Earlier today, as I was typing a comment in our internal issuing-tracking system, I hit backspace to correct a typo. WHAM! I go back to the previous page, and my long-winded comment is gone. Apparently I somehow left the context of the text area (did I tab, or spuriously click, or??), which causes backspace to act as a hotkey for "Back". The web browser was not very forgiving of my mistake.

Are your IVR applications forgiving? They should be.

I can think of one great example. When I call my cell phone provider's voicemail system, and I delete a message, I am immediately given the option "To undelete this message, press 1." If I am checking my voicemails on the go and accidentally hit the 7 key (delete) instead of what I meant to do, this is a lifesaver!

I can also think of many calls (I won't name companies) where I've ended up in some part of the app where I was destined to hear a message and be disconnected. What if I got there by mistake? What if I would prefer to leave a message? Forgive me for not using the app in the way you had forecasted. If I feel that it's impossible to make mistakes while in your app, I probably won't mind using it again.

Posted by Vance
cdnadmin

Score your IVR

Posted by cdnadmin Mar 18, 2014
This blog was generated from CDN blog

Created by: James Shepard on 11-06-2008 05:34:37 PM
Mark Gibbs over at Network World has put together a spiffy little scoring system for customer service systems (including many criteria for IVR systems). How would callers score your IVR using Mark's guidelines? Place a call and find out, you may be surprised.

Even if you are still in the development stages, it's worth a read; many of his observations are a quick-n-dirty VUI design lesson. However, I don't necessarily agree with all of his criteria, such as "Subtract one point if there is music on hold" and "Add one point if a human answers". Different callers will value these things in different ways, and an IVR that your customers enjoy using may be more welcome than a live agent.

Here are some highlights:

Subtract three points if the person or IVR tells you that you have to call another number for the service you want. Subtract 1,000 points if the other number is wrong, busy or discontinued.
...subtract three points if you have to listen to a long menu of choices and the IVR won't let you enter your selection until it finishes. Subtract 10 points if the choice you're looking for and what you are offered are completely different.
Subtract 10 points if the first person you speak to does not have [your call] details, and if you get transferred, subtract 10 points for each subsequent person without your details.
Posted by Vance
This blog was generated from CDN blog

Created by: James Shepard on 11-06-2008 05:12:44 PM
If you're using JNDI to connect to your database through Tomcat, then it's possible you've had to deal with database connection pool leaks. Your code tests fine, it's been reviewed, but in load tests or in production your app is unable to acquire database connections, the pool is empty!

Fear not, there are some handy parameters which can be set in your application's XML configuration file (in tomcat/conf/Catalina/YOUR_IP/YOUR_APP.xml):

removeAbandoned: Enables automated monitoring of pooled DB connections, and closes them if they time out. This is a catch-all, which prevents bugs in your code from bringing a system to its knees. If your app fails to close a connection, this will close it after a certain time period.

removeAbandonedTimeout: Sets the timeout value for use with the removeAbandonded parameter.

logAbandoned: Logs stack trace information when a pooled DB connection times out. This is invaluable information which can help you quickly track down the offending lines of code which failed to close the connection.

These helpful parameters are documented here on the Apache Tomcat site, along with many other hints and suggestions.

Posted by Vance