[cisco-voip] [EXTERNAL] Remote UCCX users

Tue Sep 8 22:16:01 EDT 2020

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<tel:323-866-6969>  :  Cedars-sinai.org<http://Cedars-sinai.org>

From: cisco-voip <cisco-voip-bounces at puck.nether.net> on behalf of "Croft, Keith" <Keith.Croft at wwt.com>
Date: Tuesday, September 8, 2020 at 6:30 AM
To: "Johnson, Tim" <johns10t at cmich.edu>, Jonatan Quezada <jonatan.quezada at chemeketa.edu>, James Dust <james.dust at charles-stanley.co.uk>, Adrian Arevalo-Orozco <adrian.arevalo.orozco at chemeketa.edu>
Cc: "cisco-voip at puck.nether.net" <cisco-voip at 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" <johns10t at cmich.edu>
Date: Tuesday, September 8, 2020 at 7:12 AM
To: Keith Croft <Keith.Croft at wwt.com>, Jonatan Quezada <jonatan.quezada at chemeketa.edu>, James Dust <james.dust at charles-stanley.co.uk>, Adrian Arevalo-Orozco <adrian.arevalo.orozco at chemeketa.edu>
Cc: "cisco-voip at puck.nether.net" <cisco-voip at 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 <cisco-voip-bounces at puck.nether.net> On Behalf Of Croft, Keith
Sent: Tuesday, September 8, 2020 7:59 AM
To: Jonatan Quezada <jonatan.quezada at chemeketa.edu>; James Dust <james.dust at charles-stanley.co.uk>; Adrian Arevalo-Orozco <adrian.arevalo.orozco at chemeketa.edu>
Cc: cisco-voip at 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 <cisco-voip-bounces at puck.nether.net<mailto:cisco-voip-bounces at puck.nether.net>> on behalf of Jonatan Quezada <jonatan.quezada at chemeketa.edu<mailto:jonatan.quezada at chemeketa.edu>>
Date: Tuesday, August 25, 2020 at 4:36 PM
To: James Dust <james.dust at charles-stanley.co.uk<mailto:james.dust at charles-stanley.co.uk>>, Adrian Arevalo-Orozco <adrian.arevalo.orozco at chemeketa.edu<mailto:adrian.arevalo.orozco at chemeketa.edu>>
Cc: "cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>" <cisco-voip at puck.nether.net<mailto:cisco-voip at 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 <james.dust at charles-stanley.co.uk<mailto:james.dust at 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

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Johnny Q
Voice Technology Analyst II
Chemeketa Community College
Johnny.Q at chemeketa.edu<mailto:Johnny.Q at chemeketa.edu>
Building 22 Room 130
Work/Jabber 5033995294
Cell 5035769873
FAX 5033995549

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