- Installating, configuring and Upgrading CUCM and UCCX (8.x 10.x,11.x).
- Backup & Restore of CUCM,UCCX and unity(8.x,10.x,11.x).
- Implementing and Troubleshooting Voice, Video and Data Networks using Cisco equipment.
- Configuring Voice Translation rule & Voice translation Profile.
- VMWare ESXi, vSphere, Cisco Prime collaboration tool.
- Configured – Voice Gateways, 29xx ,43XX series routers.
- CDR Reports, Dialed Number Analyzer, Collect Traces.
- Configuring customer center configurations on Cisco unity with Call handlers and Greeting Management system
- Configuring Calling Search Spaces, Partitions, Route Pattern, Route Groups, Route List, Route Pattern, Line Group, Hunt List, Hunt Pilot.
- Configuration of Voice Interfaces: T1, E1, FXS and FXO.
- Configuration of Jabber Clients for multiple platforms like Windows, Android and Apple iOS.
- Bulk Administration Tools (BAT)
- Webex user profile configuration and License activation & troubleshooting.
- Video Conference device registration on Webex Cloud.
- One Touch Join option enablement on VC devices.
- Coordinating with service provider for fixing Service Provider end issues.
- Configuration of Analog Ports, IP phones (79XX, 89XX, 99XX) and soft phone configurations and troubleshooting support.
- Configuration of Video devices (SX-10,SX-20) and configuring Proximity in VC devices.
- Configuration of User Features such as Speed dial, Call forwarding, Personal Address Book, Single number reach.
- Configuration of Extension Mobility
- Providing Remote technical support for various IP phones issues like voice quality, services, hardware, firmware and inbound/ outbound call issues.
- Indulge and coordinate with LIT (Local IT) for remote hands and eye support, as required for the successful completion of the service request.
- Diagnose faults accurately through dialogues, WebEx and mails with the customer and remote access when available to help resolve the request ASAP.
- Configuration of SIP Trunk.
- Configuration of H.323 Gateway.
Cisco Unified Contact Center Express
- Cisco Finesse Agent Profile Configuration and Troubleshooting
- Configuration of Application, CSQ, Call Control Group, Triggers, Resource Group, Skills and Teams
- Configuration of Call Variable Layout in Cisco Finesse Administration.
- Configuration of Manage Workflows, Workflow Actions in Cisco Finesse Administration.
- Configuration of Teams Resources in in Cisco Finesse Administration
- Providing the Reports access to supervisors, Scheduling the Queue reports
- Creating, Modifying and Publishing Script as per the business requirement.
- Service-Now integration with Cisco Finesse Agent Desktop
- Troubleshooting the API Script related issues
Genesys Pure Connect Cloud
- Genesys Contact Center New Site Deployment
- Configuring, Modifying and Publishing Call flow in Interaction Attendant and Troubleshooting.
- Agent Profile configuration
- Adding the Workgroup , Enable the licenses , Mapping the roles.
- Supervisor access configuration.
- Adding & Removing the Users from CAAS Application and enabling the user privilege
- Configuration of Managed and unmanaged IP Phones (Audiocodes 420 HD Polycom VVX 310 , IP335,IP6000)
- Configuration of Interaction Desktop and ICBM local installer
- Providing Remote technical support for various IP phones issues like voice quality, voice mail, hardware, firmware and inbound/ outbound call issues.
- Configuration of New Workgroup ,Schedules & SIP Softphone Configuration.
- Configuration of Location, Line & Line Group
- Configuration of New Roles , & Registration Groups
- New IVR prompts upload and Generating the Call logs ,SIP engine logs from the TSRA
- Diagnose faults accurately through dialogues, WebEx and mails with the Customerand remote access when available to help resolve the request ASAP
- Configuring On Demand Survey and Post Call Survey
- Generating the Workgroup Que Summary monthly reports from the ICBM
- Configuring, Modifying and disabling the TSRA Account from My cloud Application
- Configuring IP Phone Template, Role and Creating the Password Policies.
- Configured the DID/DNIS entries and done the Simulate Calls
- Configured the Dial-Plan
- Configured the Supervisor Alert from the ICBM
- Monitoring the Calls and Que Status Via ICBM.
- T-shooting the Genesys Contact Center Call routing and Interaction Desktop related issues
Skype For Business
- Adding the New Sites and adding the Licenses via Audio Codes OVOC Portal
- Configuration of Skype for Business phone (Audiocodes 450HD, PolycomTrio8800) and troubleshooting the issues
- Adding Moving Changing the Skype Phones Via PDMS tool.
- Configuring the New Sites and adding the new site Template and Creating Group Location wise via Polycom Resource Manager Portal
- Creating and Generating the Configuration files for 450 HD via Audio Codes OVOC Portal
- Providing technical support for Skype for Business issues like voice quality,
hardware, firmware upgrade and inbound/ outbound call issues.
- Coordinating with Vendors and fixing the fixing the vendor dependency issues.
- T-shooting the Phones signing issues.
- Adding the Licenses into Audio Codes OVOC Portal and Upgrading the Phones Firmware Using the Bulk Tool
- Adding the New Licenses into Polycom Resources Manager Portal and Monitoring the Calls status via RRPM.
- Troubleshooting the SFB phone registration issues via PDMS tool.
Microsoft Teams
- Configuring the Enterprise calling feature and troubleshooting Calling feature issues
- Configuration of Chat Federation
- Adding Moving Changing the Teams Calling number though Power shell Command.
- Bulk Enterprise calling feature enablement through power shell command.
- Configuring the calling policy and troubleshooting the calling policy related issues.
- Providing technical support for Microsoft Teams issues like voice quality, Teams Desktop client, inbound/ outbound call issues.
- Coordinating with Vendors and fixing the fixing the vendor dependency issues.
- Checking the alerts and doing the Health Checks Day to day basis.
T-shooting the Teams client signing issues and upgrading the Teams license
