Just a decade ago, supporting enterprise voice services was simpler, our voice operations support scope was smaller, and one person could be proficient in everything you needed to know for voice operations. But as IP telephony capabilities grew into Unified Communications, the skills our engineers had to be proficient in grew exponentially.
Today, we support UC systems and collaboration platforms, both on traditional hardware and now on virtualized server platforms (Cisco UCS). We still support phones and softphones, but now we also support mobility services, video phones and mobile devices like the Cisco Cius, voice and video conferencing, menus of phone-based services, and ever-more sophisticated customer support tools in our contact centers. There are now so many things within the scope of the UC systems that we manage that it would be extremely difficult in an enterprise the size of Cisco to be an expert in everything. So, individuals on our voice operations team need to specialize.
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Tags: administration, coc-collaboration, IPT, management, operations, personnel, support, telephony, UC, unified communications, virtualization, voip
In many organizations, creating expense reports can be time-consuming and frustrating for employees. Cisco was no exception. Employee feedback over time and recent usability studies confirmed user dissatisfaction with the process for creating expense reports, especially around usability of the existing tool on the corporate intranet, and the volume of audit and policy violations employees experience during the process.
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Tags: Cisco Quad, coc-collaboration, collaboration, community, enterprise platform, iwe, quad
I had the distinct pleasure this week of participating as a speaker at Duke University’s Fuqua School of Business. Professor Tony O’Driscoll, Fuqua’s executive director at the Center for Technology, Media and Entertainment and a Cisco customer, hosted a “social business immersion day” with a very stimulating line-up of guest speakers. Read More »
Upgrading a critical enterprise call processing system to a completely new virtualized server platform sounds pretty tricky. Doing it from 5,000 miles away, in the public square of a sleepy Spanish village using your laptop and a VPN connection over the free municipal WiFi service sounds … well, maybe a little crazy. Recently, I did just that, migrating our Cisco Unified Communications Manager (UCM) cluster in Johannesburg, South Africa to the Cisco Unified Computing System (UCS) platform from the small village in Spain where I was vacationing.
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Tags: anyconnect, change management, cluster, coc-collaboration, deployment, UC, UC on UCS, UCS, unified communications, virtual server
Changing voicemail systems–or the servers they run on–can be a big, time-consuming, and difficult task. Yet recently we did both. We migrated our application platform from Cisco Unity 7.0 (2) running on Cisco 7800 Series Media Convergence Servers, to Cisco Unity Connection 8.5 running as a virtual machine onthe Cisco Unified Computing System (UCS) platform. What’s more, we completed the cutover of more than 87,000 voicemail boxes to the new platform in a single weekend.
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Tags: coc-collaboration, migration, UC, UC on UCS, UCS, unified communications, unity, unity connection, virtual server, voicemail