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Deploying Extension Mobility Globally

Cisco employees are moving towards a mobile collaborative office environment – within the workplace. We sit where we like and log into the nearest phone, using extension mobility. But when we traveled to different Cisco offices around the world, we couldn’t log in to the Cisco IP phone:  extension mobility only worked at certain limited locations within our home region.

Now, employee phones can essentially follow them to any Cisco office worldwide because Cisco IT deployed the Extension Mobility Cross Cluster (EMCC) feature on Cisco Unified Communications Manager (Cisco UCM).

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Unified Call Control: CUCM + VCS

Changes in the way we work are creating new challenges in business communications and collaboration. With the growing trend of a more dispersed workforce, organizations are looking to video technologies such as telepresence as the new standard for effective collaboration. To be productive, employees need to have access to the same communication services on any type of device, but organizations are finding it is not easy to deploy video for mobile workers.

Cisco’s call control solution brings together Cisco Unified Communications Manager (Cisco UCM) and Cisco Video Communications Server (Cisco VCS) to offer the same suite of feature-rich communication services regardless of device and location. With Cisco UCM and Cisco VCS, customers can easily collaborate using different devices, from anywhere, and with users within and outside of their organization.  The unified communications experience accelerates productivity across the mix of mobile and office and home-based workers.

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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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