Genesys Workspace Desktop Edition

Recently I got opportunity to work on Genesys contact centre solution with Chat,email and voice interactions.

In Cisco contact centre solution finesse is the Agent interface and voice path will be through your Cisco phone. Genesys Workspace Desktop Edition (WDE) is the agent interface and SIP endpoint will be running in the backed and that will take care of voice path.I have attached few snaps of WDE

Finesse Certificate error

You may have noticed finesse certificate error when you access finesse from IE. Here is some tips to fix it on local machine. some time you get below error due to the certificate 

1-       Enter your finesse URL in IE and choose IE options and then add it Security – Trusted Sites

2-      Under Privacy Tab in IE option

Disable following highlighted in yellow

3-      Enter  your finesse URL in IE address bar and press Certificate error and then choose install certificate

 Choose local machine from the wizard

Install the certificate in Trusted Root certification authorities

Media Recourse Configuration

Configuration:

!

voice-card 0

dspfarm

dsp services dspfarm

!

!

sccp local gi0/0

sccp ccm < ccm ip > identifier 2 version  7.0

sccp ccm identifier 1 version  7.0

sccp

!

sccp ccm group 1

bind interface gi0/0

associate ccm 1 priority 1

associate ccm 2 priority 2

associate profile 1 register CONF_VG2  - > Profiel name confi on cucm 

!

!

Dspfarm profile 1 conference

codec g711ulaw

codec g711alaw

codec g729ar8

codec g729abr8

codec g729r8

codec g729br8

maximum sessions < >

no shut

associate application SCCP

Migration and upgrade scenarios 9.1

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/elmuserguide/9_1_1/license_migration/CUCM_BK_CBF8B56A_00_cucm-license-upgrade-guide_chapter_010.html

E.164 NANP and Normalization

When you configure E.164 numbering plan you need to make sure that translation pattern is configured properly for end to end communication.

Phone extension need to be configured in following format

\+.! translation pattern is basically for outbound calling (PSTN)

 00 is the international prefix and 000 will be matched with routed pattern then 0 will be stripped from  route patten.

89XX is the 4 digit users extension and and this  translation pattern basically for internal dialing.

 When a user dial 8901 Extension it match with 89XX pattern and that will be translated to +4532568901 and then CUCM route the call the to 8901 extension.

- When we need to route a CUC call to extension , Normalization partition should be added in voice mail port CSS.

-Similarly  Normalization partition should be added in gateway CSS.

Restricted and Unrestricted Versions -CUCM

Difference between CUCM Restricted and CUCM Unrestricted

http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/release/notes/862cucrn.html#wp1231442

http://stewartandrews.wordpress.com/2012/03/09/cucm-restriced-and-cucm-unrestricted/

https://supportforums.cisco.com/message/3673675#3673675

CUxAC (Premium) server requirements

VMware Server Requirements: -

VMware ESXi 4.x or 5.x

VMware Guest Machine Requirements:-

Cisco Unified Attendant Console server has the following minimum VMware instance (guest machine) requirements:

• 1x vCPU unrestricted

• 4 GB RAM

• 40 GB of available hard disk space

We can download an OVA template configured with the above specifications from the following URL:

http://software.cisco.com/download/release.html?mdfid=284373299&flowid=33202&softwareid=283910832&release=8.x-9.x&relind=AVAILABLE&rellifecycle=&reltype=latest

VMware Software Requirements:-

Cisco Unified Attendant Console server running on a virtual machine requires one of the following activated operating systems, with Windows regional settings set to English:

• Windows Server 2008 R1 (32-bit)

• Windows Server 2008 R2 (64-bit)

•Internet Information Service (IIS) 6.0 or later, with below

•        ASP.Net

•        .NET Extensibility

•        ISAPI Extensions

•        ISAPI Filters

•        Server Side Includes

•        Static Content

•ASP.NET

• .Net Framework 3.5 SP1

SQL Server:-

Microsoft SQL Server 2008 Standard or Enterprise

Windows Updates and Service Packs:-

Cisco Unified Attendant Console server supports the application of all Microsoft Windows Updates and Service Packs. Java auto-updates are not supported because they sometimes fail, rendering the system unusable.

Antivirus Software

Cisco Unified Attendant Console server support Mcafee antivirus products.