Re: [cisco-voip] [EXTERNAL] Remote UCCX users

2020-09-08 Thread Martinez, Robert E. (EIS) 
What are you able to do with the service now integration ?


Thank you,

Robert Martinez
Lead Telecom Project Engineer, Voice Networks
6500 Wilshire Blvd., 4th Floor  :  Los Angeles CA 90048
Office 323-866-6969  :  
Cedars-sinai.org


From: cisco-voip  on behalf of "Croft, 
Keith" 
Date: Tuesday, September 8, 2020 at 6:30 AM
To: "Johnson, Tim" , Jonatan Quezada 
, James Dust , 
Adrian Arevalo-Orozco 
Cc: "cisco-voip@puck.nether.net" 
Subject: Re: [cisco-voip] [EXTERNAL] Remote UCCX users

Nice is so easy to use for our agents we switched to a softphone only. - we’ve 
had almost no support requests from our 2 service desks and we used to be 
troubleshooting weekly with agents and  supervisors.
Nice was easy to work with, integrated to Service Now easily, the Nice team was 
organized and helped us through every step of the process. Admin / scripting 
and agent training were also exceptional.  Nice had their act together I’d 
recommend you take a look.

Respectfully,
Keith

From: "Johnson, Tim" 
Date: Tuesday, September 8, 2020 at 7:12 AM
To: Keith Croft , Jonatan Quezada 
, James Dust , 
Adrian Arevalo-Orozco 
Cc: "cisco-voip@puck.nether.net" 
Subject: RE: [cisco-voip] [EXTERNAL] Remote UCCX users

How is NICE in comparison? I’ve been curious about other products but haven’t 
looked too far yet.

From: cisco-voip  On Behalf Of Croft, Keith
Sent: Tuesday, September 8, 2020 7:59 AM
To: Jonatan Quezada ; James Dust 
; Adrian Arevalo-Orozco 

Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] [EXTERNAL] Remote UCCX users

We used 8811 IP Phones registered over MRA with the users personal line. Then 
Extension Mobility - place the remote ACD line as line1 and the desk phone as 
line 2 and finally got this working in our environment.
We also had success  CSF / Jabber with ACD as line1 and personal line as line 
2. Then add the mac for  CSF profile to the RMCM controlled devices application 
user.

We have since switched to NICE Incontact and deprecated UCCX from our 
environment.

-Keith
From: cisco-voip 
mailto:cisco-voip-boun...@puck.nether.net>> 
on behalf of Jonatan Quezada 
mailto:jonatan.quez...@chemeketa.edu>>
Date: Tuesday, August 25, 2020 at 4:36 PM
To: James Dust 
mailto:james.d...@charles-stanley.co.uk>>, 
Adrian Arevalo-Orozco 
mailto:adrian.arevalo.oro...@chemeketa.edu>>
Cc: "cisco-voip@puck.nether.net" 
mailto:cisco-voip@puck.nether.net>>
Subject: Re: [cisco-voip] [EXTERNAL] Remote UCCX users

Is this where we add the mac for  CSF profile to the RMCM controlled devices 
application user?

please confirm, I feel like we did this recently for my help desk users also 
running a queue with finesse on my ccx

On Tue, Aug 25, 2020 at 2:29 PM James Dust 
mailto:james.d...@charles-stanley.co.uk>> 
wrote:
I have a number of users working remotely who are part of a queue on UCCX,

They are using jabber on their windows desktop (csf profile on cucm) and are 
connecting into our network via our VPN.

The users would normally just take calls on their desk phones in our office, 
but are working remotely due to COVID.

Thing is they are only able to receive calls when logged into their desk 
phone’s in the office (even though they are fielding the calls via jabber 
whilst working remotely)

Is there any way around this dependancy?

Consider the environment - Think before you print

The contents of this email are confidential to the intended recipient and may 
not be disclosed. Although it is believed that this email and any attachments 
are virus free, it is the responsibility of the recipient to confirm this.

You are advised that urgent, time-sensitive communications should not be sent 
by email. We hereby give you notice that a delivery receipt does not constitute 
acknowledgement or receipt by the intended recipient(s).

Details of Charles Stanley group companies and their regulators (where 
applicable), can be found at this URL 
http://www.charles-stanley.co.uk/contact-us/disclosure/
___
cisco-voip mailing list
cisco-voip@puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip

Re: [cisco-voip] [EXTERNAL] Remote UCCX users

2020-09-08 Thread Croft, Keith 
Nice is so easy to use for our agents we switched to a softphone only. - we’ve 
had almost no support requests from our 2 service desks and we used to be 
troubleshooting weekly with agents and  supervisors.
Nice was easy to work with, integrated to Service Now easily, the Nice team was 
organized and helped us through every step of the process. Admin / scripting 
and agent training were also exceptional.  Nice had their act together I’d 
recommend you take a look.

Respectfully,
Keith

From: "Johnson, Tim" 
Date: Tuesday, September 8, 2020 at 7:12 AM
To: Keith Croft , Jonatan Quezada 
, James Dust , 
Adrian Arevalo-Orozco 
Cc: "cisco-voip@puck.nether.net" 
Subject: RE: [cisco-voip] [EXTERNAL] Remote UCCX users

How is NICE in comparison? I’ve been curious about other products but haven’t 
looked too far yet.

From: cisco-voip  On Behalf Of Croft, Keith
Sent: Tuesday, September 8, 2020 7:59 AM
To: Jonatan Quezada ; James Dust 
; Adrian Arevalo-Orozco 

Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] [EXTERNAL] Remote UCCX users

We used 8811 IP Phones registered over MRA with the users personal line. Then 
Extension Mobility - place the remote ACD line as line1 and the desk phone as 
line 2 and finally got this working in our environment.
We also had success  CSF / Jabber with ACD as line1 and personal line as line 
2. Then add the mac for  CSF profile to the RMCM controlled devices application 
user.

We have since switched to NICE Incontact and deprecated UCCX from our 
environment.

-Keith
From: cisco-voip 
mailto:cisco-voip-boun...@puck.nether.net>> 
on behalf of Jonatan Quezada 
mailto:jonatan.quez...@chemeketa.edu>>
Date: Tuesday, August 25, 2020 at 4:36 PM
To: James Dust 
mailto:james.d...@charles-stanley.co.uk>>, 
Adrian Arevalo-Orozco 
mailto:adrian.arevalo.oro...@chemeketa.edu>>
Cc: "cisco-voip@puck.nether.net" 
mailto:cisco-voip@puck.nether.net>>
Subject: Re: [cisco-voip] [EXTERNAL] Remote UCCX users

Is this where we add the mac for  CSF profile to the RMCM controlled devices 
application user?

please confirm, I feel like we did this recently for my help desk users also 
running a queue with finesse on my ccx

On Tue, Aug 25, 2020 at 2:29 PM James Dust 
mailto:james.d...@charles-stanley.co.uk>> 
wrote:
I have a number of users working remotely who are part of a queue on UCCX,

They are using jabber on their windows desktop (csf profile on cucm) and are 
connecting into our network via our VPN.

The users would normally just take calls on their desk phones in our office, 
but are working remotely due to COVID.

Thing is they are only able to receive calls when logged into their desk 
phone’s in the office (even though they are fielding the calls via jabber 
whilst working remotely)

Is there any way around this dependancy?

Consider the environment - Think before you print

The contents of this email are confidential to the intended recipient and may 
not be disclosed. Although it is believed that this email and any attachments 
are virus free, it is the responsibility of the recipient to confirm this.

You are advised that urgent, time-sensitive communications should not be sent 
by email. We hereby give you notice that a delivery receipt does not constitute 
acknowledgement or receipt by the intended recipient(s).

Details of Charles Stanley group companies and their regulators (where 
applicable), can be found at this URL 
http://www.charles-stanley.co.uk/contact-us/disclosure/
___
cisco-voip mailing list
cisco-voip@puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip


--
Jabber and 
Instructions

Johnny Q
Voice Technology Analyst II
Chemeketa Community College
johnn...@chemeketa.edu
Building 22 Room 130
Work/Jabber 5033995294
Cell 5035769873
FAX 5033995549

___
cisco-voip mailing list
cisco-voip@puck.net

Re: [cisco-voip] [EXTERNAL] Remote UCCX users

2020-09-08 Thread Johnson, Tim 
How is NICE in comparison? I’ve been curious about other products but haven’t 
looked too far yet.

From: cisco-voip  On Behalf Of Croft, Keith
Sent: Tuesday, September 8, 2020 7:59 AM
To: Jonatan Quezada ; James Dust 
; Adrian Arevalo-Orozco 

Cc: cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] [EXTERNAL] Remote UCCX users

We used 8811 IP Phones registered over MRA with the users personal line. Then 
Extension Mobility - place the remote ACD line as line1 and the desk phone as 
line 2 and finally got this working in our environment.
We also had success  CSF / Jabber with ACD as line1 and personal line as line 
2. Then add the mac for  CSF profile to the RMCM controlled devices application 
user.

We have since switched to NICE Incontact and deprecated UCCX from our 
environment.

-Keith
From: cisco-voip 
mailto:cisco-voip-boun...@puck.nether.net>> 
on behalf of Jonatan Quezada 
mailto:jonatan.quez...@chemeketa.edu>>
Date: Tuesday, August 25, 2020 at 4:36 PM
To: James Dust 
mailto:james.d...@charles-stanley.co.uk>>, 
Adrian Arevalo-Orozco 
mailto:adrian.arevalo.oro...@chemeketa.edu>>
Cc: "cisco-voip@puck.nether.net" 
mailto:cisco-voip@puck.nether.net>>
Subject: Re: [cisco-voip] [EXTERNAL] Remote UCCX users

Is this where we add the mac for  CSF profile to the RMCM controlled devices 
application user?

please confirm, I feel like we did this recently for my help desk users also 
running a queue with finesse on my ccx

On Tue, Aug 25, 2020 at 2:29 PM James Dust 
mailto:james.d...@charles-stanley.co.uk>> 
wrote:
I have a number of users working remotely who are part of a queue on UCCX,

They are using jabber on their windows desktop (csf profile on cucm) and are 
connecting into our network via our VPN.

The users would normally just take calls on their desk phones in our office, 
but are working remotely due to COVID.

Thing is they are only able to receive calls when logged into their desk 
phone’s in the office (even though they are fielding the calls via jabber 
whilst working remotely)

Is there any way around this dependancy?

Consider the environment - Think before you print

The contents of this email are confidential to the intended recipient and may 
not be disclosed. Although it is believed that this email and any attachments 
are virus free, it is the responsibility of the recipient to confirm this.

You are advised that urgent, time-sensitive communications should not be sent 
by email. We hereby give you notice that a delivery receipt does not constitute 
acknowledgement or receipt by the intended recipient(s).

Details of Charles Stanley group companies and their regulators (where 
applicable), can be found at this URL 
http://www.charles-stanley.co.uk/contact-us/disclosure/
___
cisco-voip mailing list
cisco-voip@puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip


--
Jabber and 
Instructions

Johnny Q
Voice Technology Analyst II
Chemeketa Community College
johnn...@chemeketa.edu
Building 22 Room 130
Work/Jabber 5033995294
Cell 5035769873
FAX 5033995549

___
cisco-voip mailing list
cisco-voip@puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip

Re: [cisco-voip] [EXTERNAL] Remote UCCX users

2020-09-08 Thread Croft, Keith 
We used 8811 IP Phones registered over MRA with the users personal line. Then 
Extension Mobility - place the remote ACD line as line1 and the desk phone as 
line 2 and finally got this working in our environment.
We also had success  CSF / Jabber with ACD as line1 and personal line as line 
2. Then add the mac for  CSF profile to the RMCM controlled devices application 
user.

We have since switched to NICE Incontact and deprecated UCCX from our 
environment.

-Keith
From: cisco-voip  on behalf of Jonatan 
Quezada 
Date: Tuesday, August 25, 2020 at 4:36 PM
To: James Dust , Adrian Arevalo-Orozco 

Cc: "cisco-voip@puck.nether.net" 
Subject: Re: [cisco-voip] [EXTERNAL] Remote UCCX users

Is this where we add the mac for  CSF profile to the RMCM controlled devices 
application user?

please confirm, I feel like we did this recently for my help desk users also 
running a queue with finesse on my ccx

On Tue, Aug 25, 2020 at 2:29 PM James Dust 
mailto:james.d...@charles-stanley.co.uk>> 
wrote:
I have a number of users working remotely who are part of a queue on UCCX,

They are using jabber on their windows desktop (csf profile on cucm) and are 
connecting into our network via our VPN.

The users would normally just take calls on their desk phones in our office, 
but are working remotely due to COVID.

Thing is they are only able to receive calls when logged into their desk 
phone’s in the office (even though they are fielding the calls via jabber 
whilst working remotely)

Is there any way around this dependancy?

Consider the environment - Think before you print

The contents of this email are confidential to the intended recipient and may 
not be disclosed. Although it is believed that this email and any attachments 
are virus free, it is the responsibility of the recipient to confirm this.

You are advised that urgent, time-sensitive communications should not be sent 
by email. We hereby give you notice that a delivery receipt does not constitute 
acknowledgement or receipt by the intended recipient(s).

Details of Charles Stanley group companies and their regulators (where 
applicable), can be found at this URL 
http://www.charles-stanley.co.uk/contact-us/disclosure/
___
cisco-voip mailing list
cisco-voip@puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip


--
Jabber and 
Instructions

Johnny Q
Voice Technology Analyst II
Chemeketa Community College
johnn...@chemeketa.edu
Building 22 Room 130
Work/Jabber 5033995294
Cell 5035769873
FAX 5033995549

___
cisco-voip mailing list
cisco-voip@puck.nether.net
https://puck.nether.net/mailman/listinfo/cisco-voip