Work Performed Summary:

Our customer “un-named” Service Provider has enlisted our services to provide support for their customers.  Operation duties include Alert/Alarm monitoring and managing tickets and verbal non-verbal communications to support the Cisco Unified Communications Suite. This work is performed remotely.

Contract Status:

  • Start Date: 10/07/2016
  • Ongoing Project

Staffing Resources Deployed:

  • Qty. 2 – Junior Cisco Collaboration/Voice
  • Qty. 2 – Senior Cisco Collaboration/Voice
  • Qty. 4 – MACD Engineers with CUCM, Unity, Jabber and UCCX
  • Qty. 2 – UCCE Engineers

End User or Company entities served:

Multiple – 200 + Customers

Scope of Work

Work to be performed utilizing the ticketing system
  • Initial triage and problem classification for incoming alerts/alarms
  • Ensure proper escalation process and procedures are being followed
  • Verify alerts as required by outlined process and procedures
  • Update tickets with all notes and communications in the timely matter
  • Ensure updates are sent to the customer in a timely manner
  • Manage updates with vendor tickets information and any special notes
  • Ensure ticket proper handoff procedures are followed during shift change when on-going issues span shifts.
Monitoring focus areas

Staff members are handling ticketing information that is generated by events related to Network Management or Compute and Storage Elements:

  • Data Center Servers
  • Data Center Attached Storage
  • Local Area Network
  • Wide Area Network
  • Application Processes
  • Hybrid Cloud Services
  • Cloud Services
  • Edge Devices

Operations tools

Logic Monitor

Cloud-Based Infrastructure Monitoring Platform LogicMonitor is the only infrastructure monitoring platform that’s cloud-based and fully automated. Customize and automate alert thresholds, escalation chains

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Prisma – GlobalProtect (VPN)

Least-privilege access for remote employees Identity-based access control at scale Simplify remote access management with identity-aware authentication and client or clientless deployment methods for mobile

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Overview ProxyCap enables you to redirect your computer’s network connections through proxy servers. You can tell ProxyCap which applications will connect to the Internet through

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ScriptEditor (Cisco CCX)

Overview Cisco Unified CCX Editor is a software program developed by Cisco Systems. The primary executable is named CiscoUnifiedCCXEditor.exe.

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Secure CRT

SecureCRT client for Windows, Mac, and Linux provides rock-solid terminal emulation for computing professionals, raising productivity with advanced session management and a host of ways to save time and

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Service Now

Unleash the power of IT Transform your business with digital IT workflows. Modernize your operations to optimize productivity, cost, and resilience with a single platform

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Overview TranslatorX is a troubleshooting tool that allows you to quickly parse through trace files from a variety of Cisco Collaboration products and search for

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Wireshark is the world’s foremost and widely-used network protocol analyzer. It lets you see what’s happening on your network at a microscopic level and is

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Work Center Certified Team Mentors:

Data CenterVmware Certified Advanced
Data CenterRed Hat RHCE/RHCSA
Data CenterNetApp NCDA ONTAP
Data CenterMicrosoft MCSE
Data CenterITIL V3
Data CenterCisco CCNS UCCS
Data CenterCisco CCNP Collboration
Data CenterCisco CCNA Wireless
Data CenterCisco CCNA Voice
Data CenterCisco CCNA Security
Data CenterCisco CCNA Routing and Switching
Data CenterCisco CCIE Voice
Data CenterCisco CCIE Security
Data CenterCisco CCIE Routing and Switching
Data CenterCisco CCIE Data Center
CloudAWS Soltions Architect – Professional

Role - UC MACD Engineer

Cisco Unified Call Manager (CUCM) Based Changes
  • Extension Mobility profile creation/modification
  • Changing/modifying extension mobility profiles
  • Changing/modifying line level changes
  • Add calling capability (CSS level changes)
  • Change ring timer
  • Creating/configuring end user profiles
  • Creating/configuring phone profiles
  • Understanding the use of dial number analyzer
  • Extension Mobility PIN reset
  • Configuring Jabber for Window/Android/IOS
  • Configure and Maintain UDP profiles
  • Single Number Reach (SNR) configuration
  • Changing/modifying DN, Partitions
Basic UCCX configuration
  • Configure extension in CUCM to be used in UCCX
  • Configure user in UCCX to assign team, default skills
Cisco Unity Connection
  • Change/modify/create/import Voice Mailboxes
  • User PIN resets
  • Associate alternate extensions
  • Setup Voicemail-to-email relay feature
  • Modify call handlers
  • Change or add schedules

Role - UC Level 1 Engineer

Troubleshooting of the following:

  • DRF failure alerts
  •  NO Heartbeat alerts
  •  Disk Partition Full alerts
  •  Replication error alerts
  •  Phone Registration failure alerts
  •  Devices unreachable
  •  Gateway PRI port down
  •  Trunk down on call manager
  •  CIMC unreachable
  •  HIGH CPU usage

Role - UC Level 2 Engineer

End user facing issues
  • Jabber not logging on PC/IPhone/Android
  • MWI not working on IP Phone
  • Voice mail not showing up on emails
  • Right Fax not working
  • DISA not working for a user
  • Extension Mobility across cluster not working
  • Caller-ID not working
Call Routing issues
  • Outbound/Inbound calls not working at a particular site
  • Hunt Group not working as designed
  • Call blocking on call manager
  • Modifying Call handler routing on Unity
  • Changing UCCX call routing
  • CUBE Gateway call routing issues
Server and Gateway issues
  • UCS Server rebuild (CUCM/IMP/UNITY/UCCX)
  • Server upgrades (Drive to 9/10)
  • COP file server upgrade
  • Gateway registration issues
  • Voice Quality issues
  • No audio issues
  • Database Replication issues
  • Conferencing and X-coding issues
  • Call Signaling issue on H323/SIP/MGCP 10
  • Paging/URI dialing issues
  • New license Procurement/Installation

Role - UCCE Level 1 Engineer

Cisco Contact Center Troubleshooting
  • Unified Contact Center Enterprise (UCCE)
  • UCCX
  • CVP
  • Cisco Unified Intelligence Center (CUIC)
  • Agents Desktops (Finesse, CTIOS, Cisco Agent Desktop (CAD)
  • Unified Communications Manager (UCM), Unity Connection Installation & configuration
  • Basic working knowledge in VMWare and VCenter virtualization technologies
  • Good Understanding in administrating Microsoft OS, Active Directory & MS SQL
  • Understand UCCE Database Schema and ability to use basic queries against the databases
  • IT Operations professionals support in Contact Centre infrastructure operations and/or manage delivery for IT production systems and services based on CC operational requirements and service agreements.
  • Voice Analyst Provide Technical support at L1 level “Regular MACD (Move Add Change Delete) Support for Cisco Call Manage, ICM platform, CVP
  • Work towards resolution of incidents reported by users/monitoring tool – within SLA.
  • Raise flags for critical issue and follow defined escalation path and update frequency.
  • Coordinate with product and service vendors on Support Requests for problem diagnostics, log collection and problem resolution.
  • Coordinate with various supports teams (like network, server, Support desk, Client support team) as appropriate, to address related incidents.
  • Ensure all corrective actions documented in Root Cause Analysis, are completed within proposed timeframe.
  • Daily review of alerts from monitoring tool related to Cisco Call Manager, associated gateways and Voice circuits
  • Responsible for Configuring and tracking back up of UCCE/Call Manager components.

Role - UCCE Level 2 Engineer

Tasks and Support Efforts

The Cisco UCCE Engineer will operate as Tier 2 support in Cisco Unified Contact products. The UCCE Engineer is responsible for providing technical (break/fix) management and administration support for Unified Contact Center Enterprise (UCCE)

  • Cisco UCCE
  • Cisco ICM
  • Cisco CVP
  • ICM Scripting
  • VXML Scripting
  • Cisco Call Studio
  • Cisco CUIC
  • Cisco Finesse
  • Cisco Communications Manager
  • Cisco UCCX
Minor ICM Script Editing to correct issues
  • Call transfers to specific Skill Groups/PQs failing
  • Editing Hold Music
  • Editing Administrative Scripts to reflect new timings
  • Voice Prompts are inaccessible or do not play
  • VRU Script Errors
Call Routing issues
  • Outbound/Inbound calls not working at a particular site
  • Agent Skill Group/Precision Queue not working as designed
  • Outbound Dialer failing
  • Courtesy Callback failing
  • Agent’s voice is not heard after connection
Troubleshoot issues
  • Central Controller Configuration
  • ACD and VRU Peripheral Gateway configuration and support
  • Call Manager
  • Configuration Manager
  • Script Editor
  • CTI component
  • CCE VXML component including VXML Gateway, VXML Scripting
  • Cisco Prime
  • Reporting via CUIC
  • Using Logs collected from Router, PG, CVP, VXML Gateway etc.
  • Database Server Issues · Replications Issues
  • Configuration Manager does not open
Agent Issues
  • Agent Desktop Login/Availability Issues
  • Agent Greeting not playing
  • Whisper Announcement is not heard
  • Editing and Adding Reason Codes
  • Add/Remove Agents/Supervisors
VXML Scripting issues
  • Voice Prompts are inaccessible or do not play
  • Change queue music for Courtesy Callback
  • VXML Script is inaccessible when invoked
Cisco Call Manager issues
  • Connectivity issues with CCE components
  • Configuration issues with CCE components
  • SIP Trunk Issues
  • CSS and Partition Issues
  • Agent Configuration Issues
  • Gateway and SIP Trunk Peering
  • Gateway confuration modifications

Workgroup Performance Statistics

Change Order Count
Change Order Classification
Ticket Count Information
Ticket Alert Count Information
Work Effort Information Change Orders
Work Effort Information (IRP)

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