loader

MANAGED CONTACT CENTER

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]