Cisco and Microsoft Unified Communications: 2011

Friday, October 7, 2011

How to reset your cisco phone 7941g and 7911

I- To perform a basic reset of your cisco phone (7941g and 7911) -
type on the phone :

1- From the Settings menu, PRESS **# ( to unlock the menu)
2-PRESS more button
3-PRESS erase button

II- To perform a FACTORY RESET

Step 1 Unplug the power cable from the phone and then plug it back in.

The phone begins its power up cycle.

Step 2 While the phone is powering up, and before the Speaker button flashes on and off,

press and hold #.

Continue to hold # until each line button flashes on and off in sequence in amber.

Step 3 Release # and press 123456789*0#.

You can press a key twice in a row, but if you press the keys out of sequence, the factory reset will not take place.

After you press these keys, the line buttons on the phone flash red and the phone goes through the factory reset process.

Do not power down the phone until it completes the factory reset process and the main screen appears.

Sunday, January 16, 2011

RightFax Admin Doc for account creation

What is RightFax?

RightFax is an application that allows you to send and receive faxes right from Outlook. You can manage and distribute your faxes right from your desk. Gone are the days of printing a document and using a fax machine to send the fax. RightFax even lets you know when you have a fax and when the fax you sent was received — all via Outlook!

Component used in RightFax: - The major components used in RightFax are Microsoft exchange server, Voice gateways, CUCM server and RightFax Server.

RightFax Admin Doc

1) Go to RightFax server by remote access option, go run and type MSTSC (for remote access) click enter. Type fresfax2 on computer name option (RightFax2 is the RightFax server name).

2) Login to the server with your RS Account. Click on Start then select RightFax enterprise Fax manager.

It will open in a new window with two columns. The right column has the details of RightFax server module. We have 15 channels configured in our RightFax server. It will show the channels status (idle or being active in transferring or receiving a faxes). The bottom two windows show the important RightFax services with a status check (running or stopped status).

Now move to the left column and select the plus icon in front of Rightfax (TCP/IP) to expand the server details in it.

Now click on user option to see the list of configured account in RightFax server. Right click on it and select new to create a fresh RightFax account. A new window will open with some pre-feeded 10 applets in it

On permission applet we do not need to modify any details.

On inbound routing applet add the unassigned RightFax Number on routing code option. On Routing Option add the Bun-id (email id of the user who wants a RightFax number to be mapped to his Outlook mail box) however in some cases The RightFax server not able to resolve the Bun-Id of the user and we need to feed legacy-dn of the user instead of its Bun-id.

Note: - If you need legacy DN of bun-id you need some extra administrations tool to achieve the same. Also make sure to use it with extra care while collecting the details as any modification or changes can impact the user email account.

After feeding details of inbound Routing, move to Notification applet. Add the bun-id or in special cases the legacy DN of the user. Select when initially received option in notification about received faxes option So that the user is notified about a RightFax in his or her account.

Now go to default outbound setting and select low in the default priority option and never in Auto-delete setting option from drop down menu.

Click on save and your RightFax account is ready for the testing phase before sending the details to the user.

Cisco Inteligent contact manager: Building a Contact Center Agent

Building a Contact Center Agent

Open the ”ICM Admin Workstation”:

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC4.jpg$

Open the “Configuration Manager”:

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC5.jpg$

Expand the “Tools” menu:

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC6.jpg$

Expand the “Explorer Tools” menu:

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC7.jpg$

Choose “Device Target Explorer”:

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC23.jpg$

Choose the “Retrieve” button to show the Device Targets that are currently configured.

Choose the “(1) Add Device target” button to add a new Device Target.

Follow the configuration pattern displayed, substituting your new agent extension number.

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC24.jpg$

Choose the “(2) Add Label” button to add a new Label to the Device Target.

Follow the configuration pattern displayed, choosing “CM_PG” for the Routing client and substituting your new agent extension number.

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC25.jpg$

Choose the “(2) Add Label” button to add a new Label to the Device Target.

Follow the configuration pattern displayed, choosing “primary server name_IVR_PG” for the Routing client and substituting your new agent extension number.

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC26.jpg$

Choose the “(2) Add Label” button to add a new Label to the Device Target.

Follow the configuration pattern displayed, choosing “secondary server name_IVR_PG” for the Routing client and substituting your new agent extension number.

Choose the “Save” button to save the Device Target. Close the window.

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC27.jpg$

Choose “Agent Explorer” from the Configuration Manager:

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC11.jpg$

Choose the “Retrieve” button to show the Agent profiles that are currently configured.

Choose the “(1) Add Agent” button to add a new Agent profile.

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC12.jpg$

Under the “Agent” tab, follow the configuration pattern displayed, substituting your new agent information.

Remove the “CM_PG” from the “Enterprise Name”.

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC14.jpg$

Add the “AgentID”. The AgentID will be 200 less than the Device Target (Agent’s Extension).

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC15.jpg$

Under the “Advanced” tab, choose the “Desk setting” used by the Agent’s team.

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC16.jpg$

Under the “Skill group membership” tab, choose the skill groups that should be assigned to the Agent. (Can be left blank)

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC17.jpg$

If the Agent is also a Supervisor, open the “Supervisor” tab.

Check the “Supervisor Agent” box.

Supervisor login should be the Agent’s last name followed by the first initial of the first name.

Password should be blanked out.

Choose the “Save” button to save the Agent profile. Close the window.

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC18.jpg$

Choose “Agent Team List” from the Configuration Manager:

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC19.jpg$

Choose the “Retrieve” button to show the Agent Teams that are currently configured.

Choose the team to which you will assign the new Agent.

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC20.jpg$

Under the “Members” tab, choose the “Add” button. The “Add Agents” popup box will appear.

Choose the Agent’s name and select the “OK” button.

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC21.jpg$

If the Agent is also a Supervisor, select the “Supervisors” tab and choose the “Add” button. The “Add Supervisors” popup box will appear.

Choose the Agent’s name and select the “OK” button.

Choose the “Save” button to save the configuration. Close the window.

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CC22.jpg$

In the Call Manager, configure the Agent’s extension as a second line in the Agent’s User Device Profile.

Choose the “Save” button to save the configuration.

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CM1.jpg$

Agent’s extension page continued:

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CM2.jpg$

Verify that the Agent’s physical phone device is associated to the “End User” pg-cucc.

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CM3.jpg$

Continued:

$C:\Documents and Settings\mrgray\Desktop\CUCC Training\CM4.jpg$

Saturday, January 15, 2011

Cisco IPCC Troupleshooting flowcharts

This document provides to maintain and troubleshoot the components that make up the IPCC Express solution at your contact center. This document guides you to a solution directly. This document helps you remove some potential issues and enables you to supply Technical Support with detailed and useful information.

IP Phone Flows

Use these flows in order to troubleshoot phone problems.

Troubleshooting Phone Flow - 1