Comment configurer un UCCX

Premium
via le
CUCST

29

Olivier Pichon Consultant Centre de Contacts

opichon@cisco.com
Nom de code: 29min-2012-01-Comment configurer un UCCX Standard via le
CUCST
Many of the products and features described herein remain in varying stages of development and will be offered on a when-and-if-available basis.
This roadmap is subject to change at the sole discretion of Cisco, and Cisco will have no liability for delay in the delivery or failure to deliver any of
the products or features set forth in this document.
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Les outils pour configurer un UCCX

Session 1 : Comment

configurer un UCCX Standard

29

Session 2 : Comment

configurer un UCCX Enhanced

Session 3 : Comment

configurer un UCCX Premium

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Les diffrentes offres UCCX

QM/WFM

Email

Preview
Outbound

Premium

CAD
IVR

Enhanced
IPPA

Standard

ACD

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Sizing de la Solution
Cisco Unified Communications Sizing
Tool

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Cisco Unified Communications Sizing

Tool
http://tools.cisco.com/cucst/

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Choix de la version UCCX

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Choix du package UCCX

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Si ncessaire, choisir loption HA

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Entrez le nombre dagents

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Entrez le nombre de superviseur

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Entrez le nombre de CSQ ncessaire

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Si ncessaire, ajoutez un serveur de

recording

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Entrez le nombre de connections

simultanes HR

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Allez dans longlet, traffic Inbound

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 afin de gnrer le nombre de ports

IVR

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Choisissez le serveur ncessaire

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Export du rsultat du sizing tool

1
1

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2

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Questions / Rponses .
Nous souhaitons partager avec vous !
Pendant un mois, nous souhaitons recueillir toutes vos questions.
Lintervenant apportera une rponse chaque question. Un
document Q&A regroupant lensemble des questions et des
rponses sera disponible en ligne le mois suivant.
Pour une meilleure gestion, les questions seront poses
uniquement par email en respectant les deux points suivants.
1.

Lemail sera envoy lintervenant du 29 minutes, en copiant

Stphane Buvat systmatiquement.

2.

Le sujet de lemail sera obligatoirement sous le format:

QA-29min-Anne-Mois-nom de code de la prsentation (voir
sur la premire page de la prsentation).
Exemple: QA-29min-2011-01-UC ON UCS

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Questions / Rponses email .

Email de lintervenant
Copie Stphane Buvat stbuvat@cisco.com

Respecter le format suivant:

QA-29min-anne-mois-nom de codede la prsentation
*** Exemple: QA-29min-2011-01-UC on UCS ***

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Les indispensables ..

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Chez Cisco !

Qui pour maider ????

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Cisco vous aide et sengage au

quotidien
AVANT VENTE

Avant
Vente
QUI: Partner Helpline
Channel Account Team
QUOI: Toutes
Technologies

2010 Cisco and/or its affiliates. All rights reserved.

ETUDE - PLANNIFICATION
- INTEGRATION
P

Projets
QUI: PDI HelpDesk
QUOI: Collaboration
uniquement

SUPPORT
O

Production
QUI: TAC / Advanced
Services
QUOI: Toutes
Technologies

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Partner Helpline
Pour qui ?
Partner Helpline (PH) est un outil mis la disposition des
ingnieurs avant-vente des partenaires Cisco.

Pourquoi ?

Pour laccs une base de connaissances sur les produits

Poster des questions nouvelles ds que cela est ncessaire.
Obtenir une assistance complmentaire
Aucun quota sur le nombre de case ouvert

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Partner Helpline site

http://
www.cisco.com/web/partners/tools/helponline/index.html

Note : Lurl pour le site en Franais. (Nous recommandons dutiliser en priorit la

version Anglaise)
http://www.cisco.com/web/partners/tools/helponline/prh/index_fr.html
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PDI Helpdesk
Pour qui ?
PDI Helpdesk (PDI-HD) est un service de support proactif
mis la disposition lensemble de nos partenaires Cisco.

Pourquoi ?
Rpondre des questions sur des tches complexes de
planification, de conception et de mise en uvre des
solutions de Collaboration Cisco (uniquement).
Obtenir des documents pour rpondre un appel doffre
(Cliquer sur le lien Steps to Success dans Related links)

Aucun quota sur le nombre de case ouvert

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PDI Helpdesk site

http://www.cisco.com/web/partners/tools/pdihd.html#~one

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PDI Helpdesk: Contacts

Heure douverture
Service ouvert : 5j/7 du lundi au vendredi de 7h 19h
Ferm les jours fris Cisco

Ouvrir un Case par internet

Cliquer sur le lien: http://www.cisco.com/go/pdihelpdesk

Ouvrir un Case par tlphone

France Numro : 0800 770 400 ou +33 (0)1 58 04 58 58
La liste des numros tlphones des autres pays est disponible sur le site

Consulter les Questions/Rponses

Cliquez sur le lien: https://supportforums.cisco.com/index.jspa

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TAC
Comment ouvrir un case
Online *
(TAC Service Request Tool)
E-mail
(tac@cisco.com)

Telephone **

Case de svrits 3 ou
4
Toutes demandes
douverture de Case
Case de svrits 1 ou 2 (ex.
Coupure totale de la
tlphonie).
France tel : 0800 770 400

* TAC Service Request Tool : http://tools.cisco.com/ServiceRequestTool/create/launch.do

** Liste des numros de tlphone : http
://www.cisco.com/en/US/support/tsd_cisco_worldwide_contacts.html#telephone
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TAC Site
TAC Service Request Tool :
http://tools.cisco.com/ServiceRequestTool/create/launch.do

Suivre le statut dun Case

Mettre jour un Case avec
des informations
complmentaires
Ajouter des fichiers au case
Consulter les Case ferms
depuis 18 mois.
Note:

Mise jour dun Case par email

Envoyer email lingnieur en charge du Case
Mettre le numro du Case dans le titre
Copier attach@cisco.com

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Collaboration: Liens utiles (1)

Newsletter CPI France :
http://www.cisco.com/web/FR/unified_partners/subscribe.html
CiscoMag :
http://www.cisco.com/web/FR/solutions/CiscoMag/2010/04.html
Portail d'Interoprabilit :
http://www.cisco.com/en/US/netsol/ns728/networking_solutions
_program_category_home.html
Sizing Tool : http://tools.cisco.com/cucst/faces/login.jsp
Applications UC virtualises :
http://docwiki.cisco.com/wiki/Unified_Communications_Virtualizat
ion
Design Guides :
http://www.cisco.com/en/US/netsol/ns742/networking_solutions
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Collaboration: Liens utiles (2)

Dynamic Configuration Tool :
https://apps.cisco.com/qtc/config/jsp/configureHome.jsp
Order Status Tool :
http://tools.cisco.com/qtc/status/tool/action/LoadLandingScreen
Extranet Partenaires France :
http://www.cisco.com/web/FR/unified_partners/unified_home.htm
l#~tab-a
Partner Education Connection (PEC) :
http://www.cisco.com/web/learning/le36/learning_partner_e-learn
ing_connection_tool_launch.html
Marketing Library : www.cisco.com/web/go/marketinglibrary
(Vous y trouverez les templates powerpoint Cisco, les images des
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31

Portails partenaires France

Collaboration
https://ciscosales.webex.com/ciscosales/portal/548557
Borderless-rseau:
https://ciscosales.webex.com/ciscosales-fr/portal/654262
Borderless-scurit :
https://ciscosales.webex.com/ciscosales-fr/portal/393322
Et
https://ciscosales.webex.com/ciscosales-fr/portal/356922
Borderless-wifi
https://ciscosales.webex.com/ciscosales-fr/portal/266522
Borderless-management de rseau
https://ciscosales.webex.com/ciscosales-fr/portal/311927
Datacenter
http://cisco.webex.com/meet/akounine mot de passe ciscoDC
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Thank you.