Cisco Blogs


Cisco Blog > Inside Cisco IT

Simplifying Global Voice Operations

Cisco IT has deployed voice infrastructure around the world in order to handle our 1+ million voice calls per day with high levels of quality and reliability. We used to manage this infrastructure with four separate regional teams: one managing the Western part of North America, another managing Eastern North America and Latin America, the third Europe/Middle East/Africa, and the fourth Asia/Pacific. But we found that this regional organization led to inconsistent operations because the regional teams had different ideas on how things should be done and they applied our corporate standards in different ways.

Our early lack of global consistency led to inefficiency in our support operations.   We would have people from different time zones trying to help troubleshoot problems and be unable to support an unfamiliar configuration.  And this meant that our regional teams had to provide around-the-clock support by themselves – which led to sleepless nights and frayed nerves.
Read More »

Tags: , , , , , , , , , , , ,

Converge or die — Chicago, Nov 16-17th

November 10, 2011 at 11:01 pm PST

Have you ever wished that your coffee were automated?

Do you like Chicago in November? Do you want to talk to industry experts? Do you want to know how voice, video and data converge on the plant floor?

All answers point to ‘Yes’!

Rockwell Automation Fair is fast approaching. It will be held at the McCormick Convention Center, Chicago, from November 15th-17th. Over 13,000 attendees are expected to attend this annual showcase of manufacturing solutions. The event is free for attendees, and Cisco will have a major presence there.

Watch Kevin Davenport, Cisco Manufacturing Guru, channel his inner old-spice man as he convinces you that attending Automation Fair is an absolute must. Also, be sure to check out all of Cisco’s social media activity planned for the event.

After all, Ike knows convergence, and you should hang with Ike.

Tags: , , , , , , , ,

Identifying a Caller’s Location for Emergency Response

If someone in your corporate building makes an emergency call, will responders know where to go? Years ago a phone was always in one location, and the phone number was as good as an address for identifying where you were. With IP telephony features for mobility, and with software phones that travel with your laptop, it can be hard to identify the physical location where a call is coming from.

At Cisco, we use several approaches to providing the right location information for emergency response. And we’ve learned how a simple portion of our dial plan can have a dramatic and painful impact on our Emergency Response system. You may find these ideas helpful for configuring emergency calling and response capabilities at your own sites.

Read More »

Tags: , , , , , , , , , , ,

Virtual desktops, virtual workspaces, voice, video, … virtual reality

Today, there is lots of buzz around the big news from Cisco and our ecosystem partners with the launch of next generation VXI validated solutions.   If you missed our launch event, you can still get all the details online via our community.

Cisco Virtualization Experience Infrastructure (VXI) delivers desktop virtualization with secure access to data, voice, and video for fixed and mobile devices.    

Pretty cool but, why is virtualization important for government agencies? 

  1. cost control, more than ever government agencies are focused on strategies to improve operational efficiency and reduce costs
  2. flexibilty, allow government workers ability to work in different workplaces, from city hall to public works, with choices of different combinations of virtual desktops, voice, and video devices including latest smartphones, tablets, and Cisco Virtualization Experience Clients (VXC)
  3. security, better security and control of information in the data center rather than distributed endpoints and with the “bring your own device” (BYOD) to work phenomenon, security is more critical than ever
  4. uncompromised, helping government agencies achieve mission objectives without compromising cost or resilience mandates

See more details below. Read More »

Tags: , , , , , , , , , , , , , , , , , , , , ,

How Cisco Keeps Quality High For Voice Calls, Part 2: Metrics

In Part 1 of this post, I described how Cisco IT addresses the first key question—about reporting on voice service availability. In this Part 2, we’ll cover the second question: How does the call sound to all of the connected parties?

Cisco IT Metrics for Measuring Call Quality

Although it seems counter-intuitive, the best source of information about voice quality may not be the people who were on the call. Of course, user trouble tickets about problems such as static and echo can be important indicators of bigger issues in a voice system. But we often find that users don’t report voice quality issues, so additional tools are needed.

Read More »

Tags: , , , , , , , , ,