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Where Cisco IT Deploys Cisco Unified Communications Manager Clusters … and Why

Cisco IT currently has approximately 21 Cisco Unified Communications Manager (UCM) clusters worldwide to support our global voice communications in the production environment. Where we deploy these clusters around the globe reflects our user concentrations, their requirements for call performance, and the availability of and regulatory considerations for network infrastructure in different parts of the world.

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Workspace Video

February 3, 2011 at 11:00 am PST

Defining Your Approach to Workspace Video

A companion post to “Techwise #83 -- Extending Video from Boardroom to Workspace

Register here to watch the video!

Definitions are changing. Is your dictionary up-to-date?

Workspace. The definition of the workspace has changed because the workforce itself has changed.  Many employees are still sitting neatly in offices and cubicles, but they are also now global, remote and mobile.  They still come together in boardrooms and all-hands meetings, but they also come together in virtual environments, sometimes from their hand-held tablet in a hotel lobby.

Work. The definition of work itself has changed, and workers are spoiled on speed. Information flows more like fast food than a sit-down dinner.  Just to make it more challenging, travel budgets that use to enable face-to-face contact have been slashed and will never return to the “good old days.” This has created new communication gaps that need to be filled to stay competitive in this new Nascar race… and IT leaders are holding the keys.

Collaboration. Collaboration technology has a new definition too.  It used to mean sticking a document in a shared folder so multiple people could access it.  Now it refers to the complete set of tools that workers use to connect with each other and get the job done.  As Robb Boyd describes in his Keys to the Show segment, this includes using video in places outside the classic “videoconferencing room.” And just to make it tougher on IT, it’s a highly situational choice about which tool gets used and when. Read More »

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Lessons Learned from Upgrading Key Contact Center Systems

As described in my contact center upgrade post, Cisco recently upgraded the Cisco Unified Intelligent Contact Management Enterprise (ICME) and Cisco Unified Communications Manager (UCM) systems that serve our contact centers to software Release 8.

Here are the top lessons we learned from this activity and the recommendations I would offer to Cisco customers who are planning a similar upgrade.

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Upgrading the Call Routing Systems for Contact Centers

Cisco maintains a dedicated infrastructure of call systems to serve the company’s 110 contact centers worldwide. Our infrastructure includes two Cisco Unified Intelligent Contact Management Enterprise (ICME) systems for global call routing and six Cisco Unified Communications Manager (UCM) systems for call handling within a region or a strategic company location.  

We have a lot of different contact center teams and, over the years, we weren’t consistent in the way we upgraded the Cisco UCM software at each of the sites, which led to several problems:

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