Kindly Upgrade
Uncategorized / September 20, 2011

I have seen it a fairly large number of times recently. Someone will have a UC install that is having problems that could be resolved by a simple upgrade. Well, not so simple it turns out. Put simply, the problem with unified communications is the same as the benefit of unified communications: it’s unified! When you have a solution that involves communications manager, presence, contact center, voicemail, conferencing services attendant console and more your upgrade goes from a very simple night of “watching the blue bar” to a lot of research and then some contortions on upgrade night to make sure everything is done in the correct order. Because it is unified, you now have to check all components of your UC system and make sure they are compatible with the new version. And that’s if you are able to upgrade. I say “if” instead of when because of one particular scenario that I have seen played out several times over the past few months. Here is the setup: Company XYZ is on Communications Manager 7.1(something). They are also running Unified Contact Center Express 8.0.2SU3. They have arrived at this version for two reasons: 1. The version of Communications Manager…

Voice Translation Rules 101
Voice Gateways / September 14, 2011

In my opinion, voice translation rules are one of the most powerful tools available with the H.323 feature set on IOS. This also includes CME since it is basically an H.323 gateway with some additional functionality. With the voice translation rules, you can do away with the need for num-expansion and also with CME you don’t need to use the potentially problematic dialplan-pattern. What I will do for the purposes of this document is to present some of the most common scenarios for translation rule usage and how they apply. Translating 10-Digit DID to 4-Digit Extension Probably one of the most common uses of translation-rules is taking a 10-digit DID number coming from the PSTN and breaking it down into a 4-digit extension. For our purposes, the DID coming into the system is 214-555-3XXX and the extension is 3XXX. Here’s what you will need to do for this task: voice translation-rule 1 rule 1 /^214555\(3…\)$/ /\1/ Ok, let’s stop there for a second and cover what we have just entered. The first line just states that you are starting a translation-rule and the tag for that rule is 1. That 1 has no relation to the 1 in the second…

UCCX Services Unknown
UCCX / September 9, 2011

Just a short note today about some fun I recently had with UCCX. A customer called me recently and said that they were having trouble adding agents to their UCCX cluster.  We quickly went over the process to make sure that they would show up in resources and there was still no luck.  Everything appeared to be configured correctly. We checked out the primary and secondary server and the one thing that popped out was that from the GUI, the Cisco Unified CCX Database service was in an unknown state on the primary server.  However, when you looked through the command line, using the utils service list command it showed the service started. In the end we restarted the service from the command line (couldn’t do it from the GUI because it was unknown) and the agents showed up in the resources list.  Nothing groundbreaking here, just something I found interesting.