To give you better understanding of our skills we prepared for you a list of recent projects that Gaman Ltd. fulfilled for their customers. Top of the list contains only big projects but we are also capable to deliver small solutions.

If you have similar project feel free to contact us at info@gaman-gt.com.

Ongoing Projects


Ongoing support for UC Systems and Network


Country: Australia/China
Start: July 2018

The scope of the project:

Ongoing maintenance for 2 Cisco UC systems and Network. Technology used: Cisco Call Manager BE 6000(including I&P nodes), Cisco Unity Connection, Cisco Expressway, Cisco ISR 4321, Cisco ISR 4431, Cisco C881, Cisco 2960, Cisco ASA 5512X, Cisco Meraki MR42.


Ongoing translation for VPN appliction


Country: Panama
Start: April 2018

The scope of the project:

Ongoing translation project that includes translations of application and web page content.


UC systems upgrade from 11.5 to 12.0


Country: Australia/China
Start: 2019-02-20

The scope of the project:

  • Upgrade two Cisco Call Manager clusters (each cluster is build with Publisher and IM&P Subscriber) from version 11.5 to 12.5
  • Upgrade two Cisco Unity Connection clusters from version 11.5 to 12.5
  • Upgrade Cisco Voice Gateways to latest supported IOS release

Current status:

2019-04-25: The project was put on hold on the customer side.

2019-04-15: Gaman team together with Cisco TAC resolved the issue with PAK license assignment. Although one case was resolved, support contracts are still a big mess that needs a cleanup. We are hardly working with Cisco and suppliers to provide order here.

Read more

2019-04-02: Customer accepted all agreements. This allowed Gaman team to bind the traditional license (PAK’s) with Smart Account. Unfortunately, we encountered a problem with license assignment. Our team worked with Cisco TAC to find root cause of the problem, which at the end was identified. At this moment Gaman team needs to reach out to Customer’s license distributor/reseller to resolve the license problem.

2019-03-20: Gaman team created a Smart Account for customer. Before next steps can be taken, customer needs to accept all the agreements send by Cisco.

2019-02-21: Project kickoff. Gaman team performs background tasks: upgrade planning, software download, license migration.


Build hybrid video conferencing system


Country: Poland
Start: 2019-11-15

The scope of the project:

Deliver a hybrid video conferencing system build on top of Cisco Webex Cloud – including AD and Calendar integration (hosted on Microsoft Exchange), and on top of existing on-prem infrastructure (old video terminals connected to the Expressway pair (C+E) working in B2B mode).


Current status:

2019-12-09: Official start of project. Gaman Team prepared a high-level plan with big milestones that presented the deployment plan. Everything was presented to customer.

2019-11-25: The basic task has been identified this the work on the technical project has started. First versions of the document will gather infrastructure and network requirements.

Read more

2019-11-15: Project kickoff. Gaman team.


Recent Projects


Deliver Click To Call (C2C) functionality for Case Management Application (Phase 1)


Country: England/Harrow
Start: 2019-07-11
End: 2019-11-28

The scope of the project:

The scope of the project is to deliver ClickToCall functionality for Case Management Application based on the integration with Cisco Call Manager product. Provided solution must restrict current user dialing rights – users will only be allowed to make external calls using ClickToCall feature (no external dialing should be available for handsets, Jabber’s).

Project consist of two big tasks:

  • Application development
  • Reconfiguration changes on Cisco Call Manager version 11.5

Project timelogs:

Read more

2019-11-28: Project compleated

2019-11-28: Customer confirmed that all features and documentation have been delivered as described in the SOW document. Gaman Team received a green light to close first phase of the project. In future customer wants to extend delivered features but the software infrastructure needs to upgraded.

2019-11-15: System is in production. Based on the user feedback some adjustments had to be made on the CUCM – mostly related to the insufficient dialing rights. Gaman Team add routing patterns for specific ranges to cover the gaps. The performance of the server is very good the system load doesn’t exceed 5%. Gaman Team will be monitoring the server during next week.

2019-11-13: Click to Call server is in production. 75% (600 out of 800) of users in organization are moved to the new solution. Till now no major issues have been identified. Performance of the virtual machine that hosts C2C server is lower than expected so it gives opportunities to add new features to solution (Phase 2 of the project). As for know all requirements (described in a SOW file) are delivered, but customer is in need to make conference calls (not covered by Web Dialer API). Gaman Team is preparing some training videos for end users to cover this gap.

2019-11-07: During a weekly test some minor errors/bugs have been identified and immediately resolved by Gaman Team (problems with missing Routing Patterns on CUCM, problems with internal calling, undeleted processed CDR files). Those bugs don’t stop the test process and customer decided to extend user group up to 130 users. If everything goes well, next week all users will be moved to the solution. At this moment the call attempt volume visible on server is around 300 calls/requests. Customer is working with users to adopt the new technology.

2019-11-01: First 25 users were moved to production. First tests showed that users experienced some problems with dialing. 2 problems were identified:

  • Error in Route Pattern definitions used by Web Dialer with FAC codes. The problem was resolved by adjusting the patterns definition.
  • All users that used Web Dialer with FAC codes have unrestricted dialing rights – problem is still open. The fix was tested in lab and is planned to be applied ASAP in Customer CUCM solution.

2019-10-28: Customer decided to put the solution to production although the time problem on the subscriber servers has not been resolved (Cisco TAC is still working on the case). At the first stage 25 users will be moved to the C2C solution to test the performance. If all goes well, next groups will be added to increase the load on the server.

2019-10-18: New problem has been identified on the customers Call Manager – invalid time published by server in CDR files. Deep dive to the problem showed the two call processing subscribers that the customer has, have problems with time synchronization with the publisher node. Together with customer Gaman Team tried to resolve the problem (restarting servers, deploying time sync configuration to vCenter) but, none of the ideas resolved the issue. In Gaman Team opinion, customer has hit CSCux50133 bug. The support case with Cisco TAC has been opened.

2019-10-05: CMS application development has been completed by Customer Dev team. This pushed the project to the next stage – end to end tests. Gaman Team awaits for the list of bugs found by customer.

2019-09-27: Gaman Team finished first set of internal tests. The results showed that test devices controlled by Click to Call server are working as expected.

2019-09-26: Gaman Team prepared a dll library that will be used to implement Click to Call features in the Case Management System (client side). To create this library Gaman Team used the Swagger tools – Swagger Codegen which requires a json file in swagger 2.0 specification. The file describes all server-side API’s. The library was delivered to customer’s development team.

2019-09-24: The issue has been resolved. The tests can begin.

2019-09-18: The test version of the service has been installed on configured on the provided VM. This opened opportunity to begin initial tests on customer infrastructure. Before they could start, Gaman Team prepared a test Cisco Call Manager configuration which was deployed on customer system during Webex session. Deployment test showed that there are small issues that block the customer side testing. We are hardly working to resolve them to move forward.

2019-09-11: Virtual machine has been prepared by customer. Gaman Team was given access credentials for this machine and started instalation of the C2C service. Meatime a Webex session took place where combined teams Gaman and Customer Support team added configuration objects to CUCM - test objects.

2019-09-09: First version of the Click To Call server has been prepared by Gaman Development Team. Prepared version contains a set of basci set features. Gaman team asked customer to prepare a virtual machine to host this service.

2019-08-23: Gaman Team prepared a document that describes changes that are needed in CUCM configuration. The document was send to customer.

2019-08-20: Gaman Team prepared a document that describes the WebService API for the C2C server. Document was sent to customer development team so the Customer Service Application can be modified and prepared for the C2C functionality.

2019-08-12: Test development environment has been created by Gaman Team on AWS resources. This test dev will allow customer to test and implement set of APIs’ that will be build into Case Management application.

2019-08-09: Gaman Team gathered requirements from customer and based on them, prepared a Scope of Work (SOW) document that describes the designed solution. The document was accepted by customer. Development task have been started.

2019-08-05: Gaman Team together with customer has reviewed the current configuration of the Cisco Call Manager. This session delivered new input for the project scope - delivered solution needs to support Extension Mobility which is a common feature used in customer organization.

2019-07-11: Project kickoff.


Implement Dialer Outbound IVR functionality on UCCX 11.5 and Build Campaign Manager for UCCX 11.5 (Phase 2)


Country: Canada/Toronto
Start: 2019-03-01
End: 2019-09-24

The scope of the project:

  • Phase 2: Build custom made features to the UCCX Outbound Dialer component and Campaign Manager.

Project timelogs:

2019-08-18: Project compleated

2019-09-06: Old virtiual machine (hosted on Joyent) that provided Campaign Manager (CM) service was shutdown and deleted. Migration process has finished.

2019-08-22: AWS machine has become a production system. The services on the old machine (hosted on Joyent) were shut down. Finesse gadgets were switched to the new server.

Read more

2019-08-15: Campaign Manager (CM) was migrated to new AWS machine same as custom gadgets. Solutions is ready for tests. Customer was asked to schedule a date for migration.

2019-07-30: Customer asked for support to move Campaign Manager (CM) server from the current provider to the AWS infrastructure. Gaman Team helped with this task. All the applications used by CM were moved to the new server, including databases. Unfortunately, the server had no network connectivity with the internal infrastructure, so Gaman Team was not able to perform post deployment test. Next test and bug-fix session is planned once the customer resolves network issues.

2019-07-14: Customer requested to do some discovery and see if the Call Progress Analysis (CPA) parameters for UCCX outbound dialer can be improved. Gaman engineers recorded some samples (infrastructure is connected to Twilio Elastic SIP Trunking feature) that were analyzed. Based on the gathered information the CPA recognition parameters were trimmed. Customer committed to test this new setup ASAP.

2019-06-10: Gaman Team was asked to check configuration of the standard, out-of-the-box Callback feature (based on the Place Call building block) for inbound calls (implemented based on the Cisco documentation, Link). This analysis was done because customer complained that Callback efficiency doesn’t match staffing parameters (callback hit rate is very poor). Customer also stated that is unable to monitor the callback process - doesn’t know the total number of callbacks, successful callbacks, failed callbacks.
Having that in mind, Gaman Team has prepared report, that not only describes the current implementation of the feature, but also contains with recommendations how to improve feature.

2019-04-15: Customer asked for a feature that would allow to download current content of the custom Do Not Call list (entire content is displayed on custom DNC gadget). Gaman team proposed 4 solutions. Customer selected one of the (one was put on hold as an addon) that has been prepared and uploaded to the test environment. At this moment we are waiting for approval to move this feature to production.

2019-04-04: Gaman team prepared and showed customer two Finesse gadgets that were requested:

  • Callback for inbound – gadget based on the concept described in this Gaman Article. Functionality has been extended to support inbound traffic.
  • Wrap-up notification gadget – gadget that alerts agent that the wrap up code has not been set by displaying notification message.
Both solutions were delivered and are now it the test phase.

2019-03-01: Project kickoff. Waiting for a list of features that needs to be added to the UCCX Dialer and Campaign Manager.


Develop custom Finesse gadget for Knowledge Base system


Country: Israel/Bnei Braq
Start: 2019-04-08
End: 2019-08-18

The scope of the project:

Prepare dedicated custom Finesse gadget that provides basic knowledge base features. Communication between gadget and the knowledge base is made by dedicated API. Gadget needs to support following features:

  • Agent/Supervisor login
  • Search topic feature
  • Display detailed information about searched result

Project timelogs:

2019-08-18: Project compleated

2019-08-18: Customer reviewed provided Gadget code and documentation without any objections.

Read more

2019-08-01: Solution was presented and accepted by customer. Gaman Team prepared a deploy package that contains gadget code, documentation and video materials.

2019-07-30: SSO API has been delivered by customer. Gaman Team has prepared gadget changes based on the requirements. Internal tests were successful, so Gaman Team and Customer set a meeting to performed End to End tests.

2019-07-10: Finally, Customer development team prepared and implemented CORS support for ajax API calls. This allowed to perform End to End tests. During test combined Customer and Gaman teams confirmed that KB server works with Cisco SSO (build on Cisco IdS server), gadget can send API calls to retrieve KB data. Testers also discovered one error that is blocker to finish the problem. To resolve it, Gaman temp proposed possible solutions that were discussed with customer. We agreed that customer team will prepare additional API (SSO login API) used to exchange SSO token value.

2019-06-04: Customer has implemented SSO support – server side. Unfortunately, first set of tests showed that the SSO redirect link has invalid construction. Gaman team prepared a detailed analysis and send it back to customer. At this moment, Gaman Team awaits for second set of tests.

2019-05-24: The solution was approved by customer. Deploy packages and documentation were delivered. Gaman Team still aviates for guidelines from customer about SSO (how he would like to implement this feature based on the design proposed by Gaman Team).

2019-05-17: Phase 1 – deliver gadget functionality – of the project is almost completed. Gaman team waits for the final acceptance of the provided deploy packages and documentation. When confirmed, phase 1 will be fully completed and development process of SSO feature can begin.

2019-05-13: Final version of the gadget is ready and is waiting for a presentation to customer (planned for 2019-05-14). Basic set of features described in SSO has been extended. Initially (described in SOW) gadget had to serve "FAQ answer" type content (answer contains only text answer for provided question) provided by knowledge base. As per customer request Gaman Team added support for "Scenario answer" type - Knowledge base for initial question returns multiple choice answers that can be followed by additional questions that may be asked by agent during conversation with customer to provide best possible answer.
Gaman Team still waits for the SSO design review.

2019-04-29: SSO design has been send to the customer for a review.

2019-04-25: Gadget is almost ready (without SSO support as we are still working on a design). Before it will be presented to customer Gaman team will have internal check meeting to verify all functionalities. We plan to present to customer final solution at the beginning of next week.

2019-04-20: Customer requested to add SSO login functionality to the developed gadget. Based on this request Gaman team started to prepare a general design based on the Cisco documentation and documentation provided by customer.

2019-04-14: As per agreement with customer Gaman team has prepared first version of the solution. It contains all UI (layout without graphics) of the gadget functionality. All functions are implemented based on the requirements document. Base on the feedback Gaman team will correct and adjust the UI to customer requirements.

During implementation process Gaman team encountered a problem. The lab environment provided by customer doesn’t natively support CORS requests. To overcome the issue additional browser extensions were used (Firefox – CORS Everywhere, Chrome - Allow-Control-Allow-Origin: *). We are hardly forking with customer to enable CORS support so the final gadget will not require installation of additional 3rd party tools (browser add-ons, extensions).

2019-04-08: Project kickoff.


UCCE version 11.5 Lab environment installation


Country: United Kingdom/London
Start: 2019-05-24
End: 2019-05-28

The scope of the project:

Build a UCCE lab infrastructure, provide basic configuration to run CVP "Hello World" application on Cisco Virtualized Voice Browser.

Lab platform includes the following components:

  • Cisco Call Manager 11.5
  • Cisco UCCE 11.6(2) (Progger + HDS)
  • Cisco CVP 11.6 (Call/VXML Server + OpsConsole)
  • Cisco VVB 11.6
  • Cisco Finesse 11.6

Remote support for Data Center movement - scope: UC systems, version 10.5


Country: Canada/Toronto
Start: 2019-02-14
End: 2019-04-10

The scope of the project:

  • Discovery of the design and implementation model of the UC system
  • Remote support for PSTN SIP Trunk migration
  • Remote support during physical server movement
  • UC post migration testing

Read more

Project timelogs:

2019-04-10: Project compleated.

2019-04-09: All tasks assigned to Gaman team were fulfilled.

2019-04-01: Communication with primary/publisher site has been build by new Data Center provider (network, Vlans, MPLS links). Gaman team will start to bring to life VM’s and all the migrated hardware equipment. As identified, some of the VM’s (Expressway’s), ASA will require reconfiguration due to change of the public IP address.

2019-03-29: Migration day – Gaman team followed the migration plan prepared earlier.

As expected, the migration was not smooth, and we encountered some small issues that required changes in the Cisco CUBE configuration. We also expected a delay with number porting (old SIP supplier didn’t release numbers), but this was the problem of the new SIP provider (Gaman team helped to identify issues analyzing the SIP logs).

At the end all features that were listed by customer as mandatory were up and running.

2019-03-27: Migration day has ben rescheduled to 2019-03-29 to reduce the potential impact to customer. Gaman team will use this additional day to double check the migration plan.

2019-03-25: One of the ASA was removed from the cluster and moved to new DC site. After installation new configuration was applied as the public IP has changed. ASA is prepared for the VPN phones migration.

2019-03-20: Gaman team prepared the migration plan for the DC movement. Here are priority points of the plan identified during discovery process:

  • Migration includes:
    • Physical equipment movement from one DC to another DC.
    • MPLS link migration.
    • SIP link migration including number porting.
  • During migration process only CUCM subscriber node will be up. No configuration changes will be possible.
  • All public IP’s will change. After migration some reconfiguration will be needed for ASA, Expressway’s.
  • Customer wants to have ability to make inbound and outbound calls. This is strictly related to the numbering porting process.
  • Customer has only one cluster of Cisco Expressway’s (build on the migrated side). During migration MRA feature will not be available for customer.
  • Customer has around 50 VPN phones that connect to ASA cluster (build on the migrated side). This ASA cluster is build with 2 physical devices. Before migration one of the devices will be migrated and reconfigured to reduce impact for the VPN phones. On the migration day (before CUCM Publisher will be powered down) VPN configuration will be changed.
  • Customer is using FAC codes that are set on the current SIP provider level. New SIP link is open for all types of calls (local, long distance, international, special). After migration additional FAC configuration will be applied on CUCM.

2019-03-05: Customer with new ISP provided performed a test network swap. During those test Gaman team tried to identify configuration errors on the UC system. Test showed that before DC migration some additional configuration tasks are needed to fill the gap on CUCM. Based on the gathered information Gaman team will prepare a list of things to check and modify on UC systems.

2019-03-04: PSTN SIP Trunking configuration completed. Documentation provided by PSTN SIP provider was not clear and didn't point what is needed to enable SIP Trunking. Gaman team performed troubleshooting and based on the logs pointed out configuration errors on the vendor site. Once the changes were implemented - trunks started to work.

2019-02-18: Project kickoff.


Implement Dialer Outbound IVR functionality on UCCX 11.5 and Build Campaign Manager for UCCX 11.5 (Phase 0 & 1)


Country: Canada/Toronto
Start: 2018-10-15
End: 2019-02-28

The scope of the project:

Project is split into 2 phases:

  • Phase 0: Gaman team will be responsible for creating a demo environment which uses Elastic SIP trunking as a PSTN. Demo will be presented to customer to show features of the Dialer Outbound IVR Campaigns.
  • Phase 1: Gaman team will be responsible for configuration of the dialer outbound functionality on existing UCCX system. All configured campaign will use IVR predictive mode but all IVR’s will route call to CSQ’s (with different priorities). After call lands on IVR, UCCX will connect to customer internal system (REST API Call) and pull data about customer. Those information will be presented on Finesse.

All features requested by customer were delivered. At the end Gaman team prepared and configured 7 IVR outbound campaigns and delivered a dedicated software that can be treated as a Campaign Manager. Basic software features are:

  • Import contacts to the UCCX outbound system (via API or via scheduled file import)
  • Do Not Call (DNC) list functionality
  • Custom Callback solution (based on the description in the article – Gaman Article)
As an add-on Gaman team prepared two gadgets - for DNC and Callback and created dedicated reports for outbound.

Read more

Project timelogs:

2019-02-28: Project compleated

2019-02-20: UCCX Dialer is finally in production. Before Go-Live Gaman Team prepared custom CUIC reports that show detailed information about contacts and agents that provided treatment to customers. Prepared reports also display information about wrap-up codes set by agents.
Gaman Team waits for confirmation that the Phase1 of the project is completed.

2019-02-07: Final UAT tests (Phase 1) showed that solution is ready for the Go-Live which is planned for the next week.

2019-01-25: UAT tests showed that there is a big need to have additional functionalities (callback, do not call list, disposition codes transfer to the backend system). Gaman team prepared dedicated Finesse Gadgets and backend solution to cover the gap. The callback feature (that works also for inbound) was prepared based on the concepted presented in this Gaman Article.

2019-01-14: Phase 1 UAT tests have started.

2018-12-18: SIP trunk provider returned to customer and announced that the SIP Trunk doesn’t support Cisco UCCX Dialer. He also didn’t provide any update if diagnosis made by Gaman team was the root cause of the issue.
Because customer is still interested in Dialer deployment, Gaman team have started to build a solution with AWS (Amazon Web Services) cloud and Cisco vRouter (will work in vCube mode as a termination point to Internet SIP vendor).

2018-12-14: Migration to production SIP trunks is still going on. Although the trunks were provided, they are not working with Dialer (calls made from phones at Customer site are working).
Based on the logs gathered from Voice Gateway Gaman team discovered that the calls are dropped because Call Progress Analiisys (CPA) module is not getting RTP packets. As a result, CPA is unable to send SIP UPDATE message back to Dialer which disconnects the call.
Additionally, Gaman team received information that SIP trunk is terminated on SBC device. Gaman team suspects that this SBC uses Media NAT Traversal feature:

“The SBC also supports hosted NAT traversal for media and exhibits similar behavior for sending media as it does for signaling. More specifically, the addresses embedded in the SDP specification are, in terms of the SIP peer's private addressing, behind the NAPT device; whereas the SBC must actually send the RTP to the NAT'd public address/port. Since the RTP stream is generally symmetric, the SBC waits for RTP from the peer and then uses the source IP address/port from the received RTP packet as its destination IP address/port for the return direction.”

Gaman team as vendor if this feature is enabled on the SBC. Till now vendor didn’t respond.

2018-11-28: Demo environment was prepared and showed to customer. At the end, demo environment was prepared with Elastic SIP Trunks (EST) provided by Twilio. During configuration the following discoveries were made:

  • Not all internet Elastic SIP Trunking providers are compatible with UCCX dialer
  • Not all features are supported in the Dialer Outbound IVR Campaigns – like callback. To discover this Gaman Team worked with Cisco TAC and Cisco BU teams.
  • Customer network faced some issues, this is why direct connection to EST was not possible. To overcome this problem Gaman team prepared and deployed solution that used VPN Tunnel and vCUBE deployed on Internet as a transfer point between Customer infrastructure and EST provider.

After the demo Customer with a feedback. Based on the feedback the feature list has been modified and assigned to fitting phase of the project. At this point customer started to deploy a production SIP trunk that will replace used EST trunks.


UCCE/PCCE Knowledge transfer about system monitoring


Country: Canada/Ottawa
Start: 2018-08-20
End: 2019-02-25

The scope of the project:

Support in development of the predefined package that will allow to monitor UCCE/PCCE environment. Gaman team will be responsible for the knowledge transfer about monitoring options. Gaman team will share a PCCE dCloud environment for the test purposes for the customer.

The package includes components:

  • Cisco ICM (Router, Logger, AW, PG)
  • Cisco CVP (Call/VXML Server, Reporting Server)
  • Cisco VVB
  • Cisco CUIC

Read more

Cisco Call Manager is not on the list as customer had already a package for it.
At this moment project is put on hold as the customer is involved other deployment projects.

Project timelogs:

2019-02-25: Project compleated

2018-12-07: Based on the transferred knowledge and lab environment connected to monitoring solution, Customer was able to create a basic UCCE monitoring package. Package was created for SNMP and for Syslog protocols.

2018-10-15: Knowledge transfer continues. Lab environment was made and prepared for customer.


Add features to UC system version 11.5


Country: China/Australia
Start: 2018-10-08
End: 2019-01-18

The scope of the project:

  • Remove all reported problems in CUCM and CUC systems (China)
  • Add CUCM IM&P node to the cluster (China)
  • Enable basic CUCM features (voicemail, IM&P, Extension mobility, Create Jabber profiles) (China)
  • Enable Extension Mobility Cross Cluster feature for users (China/Australia)
  • Enable MRA registration through existing Expressway Cluster (China/Australia)
  • Build additional Expressway Cluster (China)
  • Upgrade Expressway clusters to the newest software release

Read more

Customer pointed out two important assumptions before we started the project.

  1. The system needs to behave – looking from outside – as a one system
  2. List of features for both China and Australia users’ needs to equal

After looking at the network and its parameters there was no way to build a single cluster geographically distributed (Publisher one node in Australia, Subscriber node in China). Second thing that needed to be taken for consideration were the local law rules.

Gaman team decided to build separate clusters and use not commonly used features to fulfill the customer requirements.

Before the work could begin, all the bugs seen on the solution (CUCM Publisher + CUC), need to be resolved. Gaman team:

  • Reviewed existing configuration and applied needed configuration changes
  • Installed a fresh CUCM IM&P node and applied configuration on it
  • Unifi the name of the host to the organization standards
  • Change the domain name for all nodes

Once the work has been completed, Gaman team started to assign local features to China users like voicemail and extension mobility. We also build Jabber profiles for users (for mobile, Windows and Mac). What was also needed at this time and was delivered, was the IM&P functionality between clusters.

Having this part of the project done, Gaman team focused on providing Extension Mobility Cross Cluster (EMCC) to users. This feature allows users to log their extension mobility profiles on the phones that are not assigned to CUCM location. In simple words – Sydney CUCM users can log their profiles on phones controlled by China CUCM.

Last part of the project was the MRA functionality. This step was divided into 2 milestones:

  1. Enable external Jabber registration feature for China - China users were able to use MRA using servers deployed in Australia
  2. Build Expressway cluster in China – cluster in China reduced the network path for MRA feature. It also gave the HA functionality for MRA feature.

All the features were delivered as expected. The time frame was so wide because all the changes were made on the production environment and the objective was not to have a break during operation hours.


Cisco Voice Gateway replacement


Country: Australia
Start: 2018-06-07
End: 2018-12-01

The scope of the project:

Replace old legacy voice gateways (VG) 2811 with new 2911 in 5 different Australian locations across country (1 HQ, 4 branch offices). Gaman team supported entire operation remotely. Physical replacement was performed by on-site engineer. Because Cisco 2811 and 2911 are different devices VG configuration had to be adjusted to new Cisco 2911 devices. During this phase team also migrated all communication protocols to MGCP (pointed as a standard in organization).

The biggest challenge in this project was to unify VG configuration for all sites. Initial configuration looked like it was made by multiple teams.



UC systems installation version 12.0


Country: Canada/Edmonton
Start: 2018-11-13
End: 2018-11-20

The scope of the project:

  • Install Cisco Call Manager (Voice and Video, IM&P) version 12.0
  • Install Cisco Unity Connection version 12.0
  • Install Cisco Paging Relay (Informacast)
  • Install Cisco Expressway C and E

Gaman team was responsible for installation of the components on the single site BE6K server. Engineers not only installed components but also applied basic system configuration on the systems so they were able to communicate with each other. Business configuration was a matter of our customer - during that time Gaman team has also provided consultancy service for customer.


UC systems upgrade from 9.0 to 11.5


Country: Australia
Start: 2018-08-10
End: 2018-08-13

The scope of the project:

  • Upgrade Cisco Call Manager cluster (2 servers) from version 9.1 to 11.5
  • Upgrade Cisco Unity Connection from version 9.1 to 11.5
  • Upgrade Cisco Contact Center Express cluster (2 servers) from version 9.0.1 to 11.6

Upgrade process took around 20h and went smoothly. During day one no major problems were visible from the end user side.


Small Projects


Microsoft Teams Booking Bot
Country: Australia/Sydney, Start: 2019-10-07, End: 2019-10-31

Scope: Gaman Team was asked to modify the Booking Bot solution that developed during the WebEx Teams Booking Bot (Phase 1) project and allow Microsoft Teams user to use it’s power. The initial version of the Bot was build on top of the Botkit framework. This simplified a migration process because the framework is design to integrate with may Internet communicators. Migration was quick and easy, so there was a time to add some features to the Bot. Gaman Team also changed the API to Booking system backed – system that manages the reservation.

Add features to Cisco Finesse Gadget – Agent Preferences module
Country: Australia/Sydney, Start: 2019-09-01, End: 2019-09-09

Scope: Gaman Team was asked to create add-on to Finesse gadget that was initially developed during "Support in Cisco Finesse Gadget development – statistics for UCCE/PCCE and UCCX" project. This time customer requested to add agent preferences module – agent should have ability to select and save the statistics report preference that will be initially collected by gadget. To achieve this goal a file noSQL database was added to the Connector Service to store this data. The solution works both for UCCE/PCCE and UCCX systems.

Develop custom Cisco Finesse Gadget for UCCX - Inactivity Gadget
Country: United States of America/Cary, Start: 2019-08-18, End: 2019-08-29

Scope: Cisco UCCX is a contact center solution designed to cover Mid-Market customer needs. Some of the features, that might be useful to agents/supervisors and business stakeholders are missing on that platform but can be found in other call center products. One of them is automated logout performed when agent is inactive. Gaman Team was asked to cover this gap and prepare the custom Gadget. Prepared gadget measures agent inactivity time (time when no action is made on the Finesse desktop UI) and once the configured time is exceeded, performs agent logout. Before logout operation begins, agent is notified with toast message. The logout process can be stopped, if agent makes an action on gadget (moves mouse over Finesse UI or changes state).

To see the gadget in action click on the Link.

Provide remote support for customer office relocation
Country: China/Shanghai, Start: 2019-08-28, End: 2019-09-02

Scope: Gaman Team provided remote support for office relocation performed by onsite support engineer. Our engineers prepared UC infrastructure for movement and once the infrastructure was relocated, performed full infrastructure tests (Internet link, MPLS link, SIP trunks).

Build network for new office
Country: Australia/Brisbane, Start: 2019-08-20, End: 2019-08-23

Scope: Gaman Team was responsible for the network buildout in the new office which included network design, delivery of the initial and production network configuration (Cisco ISR 4321, Cisco 2960, Meraki MR42) and post deployment tests. To deliver configuration that meets internal standards, Gaman Team created Site-to-Site VPN tunnels with other offices and with the AWS infrastructure.

CUIC Report Troubleshooting and Customization for UCCX
Country: United States of America/Cary, Start: 2019-08-09, End: 2019-08-14

Scope: Gaman Team received request to analyze and troubleshoot the CUIC report that was not working properly. The structure of the report was complex – final dataset was built as a result of the output gathered from multiple stored procedures. Gaman Team analyzed those stored procedures and prepared a fix - small change to one of the SQL’s. This solved the problem of wrong data but did not covered the customer requirements. To fulfill them Gaman Team added additional filed to the base report.

Translate content for mobile applications
Country: Turkey/Istanbul, Start: 2019-06-12, End: 2019-08-07

Scope: Gaman Team helped customer and translated the content of few small mobile applications.

CUIC Report Customization for UCCX
Country: United States of America/Cary, Start: 2019-07-18, End: 2019-07-19

Scope: Gaman Team received request to analyze and troubleshoot the CUIC report that was not working properly. As a result, Gaman made some small changes into SQL used to pull data from database and resolved the issue customer was facing. The root cause of the problem was the CUIC value lists – Agent Names. Stock configuration shows all objects that exist in the database – even the once that were updated. Report that was prepared by customer required only active users. Resolution of the problem was simple – add new value list.

Add features to Cisco Finesse Gadget - Statistics for UCCX
Country: Australia/Sydney, Start: 2019-07-01, End: 2019-07-16

Scope: Gaman Team was asked to create add-on to Finesse gadget that was initially developed during "Support in Cisco Finesse Gadget development – statistics for UCCE/PCCE and UCCX" project. Gaman team extended gadget functionality and added support for UCCX statistics. Gaman Development team prepared UCCX queries that pull data from UCCX database, added support for Informix database to Connector service and made some improvements in the gadget (move some configuration parameters to configuration file.

Enable SSO feature on Cisco Finesse 11.5 in lab environment
Country: United Kingdom/London, Start: 2019-05-30, End: 2019-05-30

Scope: Gaman Team performed installation and configuration of the of the Cisco IdS server and Microsoft AD FS in the client infrastructure. The SSO was build on top of the self-signed certificate that was generated using the certificate services installed on domain controller. Entire work took around 4 hours.

Fix Cisco Finesse 10.5 Server - no communication with UCCE
Country: United Kingdom/London, Start: 2019-05-27, End: 2019-05-28

Scope: Gaman Team was asked to check the condition of the Finesse 10.5 server. Server was unable to communicate with UCCE environment. After troubleshooting Gaman Team identified problem with server installation – no DNS data was provided during installation. Because of Cisco Bug CSCuq4506 server was installed and configured from scratch. Gaman Team also identified the problem with communication between UCCE and CUCM (JTAPI link). This problem was also fixed.

Add features to Cisco Finesse Gadget
Country: Australia/Sydney, Start: 2019-05-06, End: 2019-05-13

Scope: Gaman Team was asked to create add-on to Finesse gadget that was initially developed during "Support in Cisco Finesse Gadget development – statistics for UCCE/PCCE and UCCX" project. Gaman team extended gadget communication protocol with backend application and added additional data fields which indicate type of a call and skill group for which the call is served. Add-on was delivered for Cisco UCCE/PCCE and UCCX call center solutions.

Build new office configuration on CUCM & CUC version 11.5
Country: Australia/Brisbane, Start: 2019-03-11, End: 2019-03-15

Scope: Gaman Team prepared and implemented CUCM and CUC configuration for new office. Gaman Team implemented: SIP trunk configuration, dial plan modifications based on new DDI/DID pool, configuration of a new IVR (CUC based), new: hunt groups, users, extension mobility & conference profiles and other small features.

Prepare "License Migration Plan" for UC platform due to organization changes
Country: Canada, Start: 2018-10-15, End: 2018-10-27

Scope: Gaman Team was prepared a license split plan (as a document presented to Customer) based on the information provided by Customer. Systems that were included in analysis: Cisco Call Manager Business Edition 6000 (v11.5), Cisco Unity Connection (v11.5), Cisco UCCX (v11.5).

MPLS Link configuration
Country: Australia, China, Start: 2018-09-10, End: 2018-09-14

Scope: Gaman Team was responsible for configuring MPLS link dedicated for VOIP between 2 sites/offices. Configuration included primary path (MPLS) and backup path through internet, QoS and BGP optimization.

Configuration changes to existing Cisco CME
Country: Australia, Start: 2018-04-10, End: 2018-05-05

Scope: Add additional line configuration for an existing CME (Call Manager Express Deployment) - attach new lines to phones.