Managed Contact Center New Zealand 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.
ANAGED CONTACT CENTER NEW ZEALAND 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 | |
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 |
About Us
EIL Global New Zealand Ltd is a global information and communications technology company with an impeccable record for providing comprehensive, integrated Managed Services and Professional Services and excelling in Network Infrastructure Management Services (Voice, Data & Video) and other IT Infrastructure Services (End User Computing, Applications, Storage and Virtualization). EIL Global Ltd has offices in Australia, India, United Kingdom, United States of America and Singapore. At EIL Global, the whole spectrum of delivery and service lines include:
Designing, Implementing and Managing Integrated Networking Solutions
Proactive Network Monitoring and Management
NOC (Network Operations Center) & SOC (Security Operations Center) Services
Network Engineering Services in Unified Communications, Collaboration technologies
New Zealand (Auckland)
Level 26 PWC Tower, 188 Quay Street, Auckland 1010, New Zealand
Telephone: +64 (0) 93632811
E-mail: [email protected]
Australia (Melbourne)
Level 27, 101 Collins Street,
Melbourne VIC 3000, Australia
Telephone: +61 (03) 9221 6265
E-mail: [email protected]
Australia (Adelaide)
Level 30 Westpac House, 91 King William,
Adelaide SA 5000, Australia
Telephone: +61 (08) 7088 4865
E-mail: [email protected]