[cisco-voip] Getting started with IPCC?

[Aman Chugh]

Nice to see so much information being shared on the new ipccx express 4.0.x,I
would like  to understand the releationship between triggers,CSQ,Resource
groups,resouces.something like a Route pattern-- router list -- gateway
relationship,what do you create first and what is exactly is the purpose of
it.If someone can share ,it would be very helpfull.I read through the
getting started with IPCCX guide and tried to make a simple call flow
application for helpdesk using icd.aef file but was not much successfull.

Thanks
Aman


On 10/4/06, Tech Guy <techguy at gmail.com> wrote:
>
> Thanks very much for the info and tips.  The servers came with 4.0(3)
> software, I understand there is a 4.0(4) out.  The one good thing about
> this is the fact that I will be rolling these out myself so I can mess up
> and start over if I need to and do plenty of testing and playing.  And since
> for now it is only going to be used for IT staff they are much more
> forgiving of issues you know, much easier to give it to them and have them
> test it and then break it and take it away for a while you know.  Any where
> else in the company and that would be a problem.
>
> I am thinking of going ahead and installing the 4.0(3) version since I
> have it.  Then do an upgrade to 4.0(4) before others start using it, thus
> giving me a chance to go through an upgrade on it as well as a new install
> so I can familiarize myself with both.
>
> Ohh and yes the servers have the redundant option.  Which as I understand
> it is not really a failover, but more like a hot standby.  I will fully test
> and become familiar with that aspect as well.
>
> The reporting is what this is all about as I understand it.  The idea
> being the VP of IT simply wants more metrics, currently all they can provide
> to upper management is helpdesk ticket info, and anyone in IT knows that
> calls account for a huge amount of time and people are not always taking the
> time to log stuff.  I think the hope is to possibly roll this out within
> other areas of the company as well where there are groups of individuals
> handling large volumes of calls and so on.
>
> I am ALL over the documentation right now.  :-)  Sigh.. so so so much
> stuff, makes your head spin.  Hence why I had to stop for a while and go ask
> for some real world tips and advice.  Documentation is great of course, but
> its also a great thing to have resources such as this mailing list and
> forums to be able to hear from peers who have often done or dealt with very
> similiar situations and can share their lessons learned that aren't always
> covered in the official documents you know.
>
> Anyway, thanks for the info so far, and please keep it coming if you have
> anything to share.
>
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