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, need a custom solution (ex. Finesse Gadget, Custom Scripting, Custom CVP Elements, etc.) feel free to contact us at info@gaman-gt.com.
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 project that includes translations of application and web page content.
Perform ongoing development support (enhancements, bug-fixes) for the training platform deployed in the AWS environment Quloo.
Platform initially was created by other company.
Used technologies:
The main objective of the project is to install secondary/backup servers for the telephony that customer has. Installation includes
The main objective of the project is to install the telephony system based on Cisco Call Manager that will replace existing Avaya system. Installation includes:
The basic idea of the application is to help young soccer players within their socker trainings. Currently the basic method of the reporting is a paper
spreadsheet where players enter their training progress. It also should allow trainers to quickly report the progress of the players and teams.
Application details
The application will be written in a React-Native language so it will be supported both on Android and IOS mobile devices and should be deployed on the
AWS infrastructure.
Application is available on Apple App Store and Google Play:
Deliver On-Call Web Portal that will help users to manage on-call scheduling in the organization. Despite the UI for users, system will deliver API interface that can be used by external
systems (like UCCX) that can be connected to it.
Application details
2021-07-15: Project completed
2021-07-05: Portal installation package and entire documentation for the project has been send to the customer. Gaman team awaits, for the confirmation of the completeness of the package to close the project.
UC provisioning process is overly complex in Cisco UC systems. Each user has a individual requirements that need to be translated to the objects that are crated in Cisco Call Manager,
Cisco Unity Connection, Cisco Unified Contact Center Express. The problem starts when the user leaves the organization which forces administrators to make some changes in the system.
This process is not as easy as It could be. Before removing UC objects, Administrator must review back system configuration and check all dependencies for the user account. When UC systems
are integrated with LDAP the admin has a limited time for this operation (7 days) before user object is deleted from the system. Unfortunately, the rest of the dependent objects stay in
UC systems databases. This has a negative impact on licenses consumed by UC systems which in the end means that higher TCO costs.
The delivered service will automate this process and reduce the amount of work on Administrators, extending the time window for this operation. It will also keep licenses in compliance
with the service contract reducing the number of unused licenses that is currently consumed by UC systems.
2021-04-01: Project completed
Ongoing maintenance for Cisco UC and recording system. Technology used: Cisco Call Manager 11.5, UCCX, Expressway C, Expressway E, Cisco 2900, Singlewire InformaCast paging system, Zoom CallRec 5.8, CDR billing system.
The scope of the project was to create two gadgets that would work with Finesse 11.X and 12.X and would help agents in the customer treatment.
Gadget 1 – Gadget that delivers functionality to transfer the customer call to IVR (in scenario where agent and customer already conversate – after inbound IVR) where
customer enters credit card information. During this time, the agent call leg is muted so the agent is unable to hear DTMF’s entered by customer. Once the data is entered, the
information’s need to be passed back to Finesse and displayed in the Finesse gadget. The call always returns to the agent who initiated the transfer. Administrators have an option
to enable/disable integration with Enghouse QMS (call recorder) - before the call is transferred to IVR, the system sends control message to the recorder to stop recording. Once
the call is back to agent the call recording is restored.
Gadget 2 – Gadget that delivers the functionality to control the call recording process – Enghouse QMS – directly from the Finesse UI. Agents can pause and resume recording
whenever it is needed, ex. customer passes the fragile data to agent (insurance number). The gadget uses a specialized middleware which is used to implement Enghouse QMS SDK. Gadget
has multiple configuration options. To see more – visit Enghouse Call Recording Control Gadget on Youtube.
2020-08-12: Project completed
The scope of the project is to deliver custom Wrap-up functionality for Cisco Finesse (12.5), that has the following features
The scope of the project is to extend ClickToCall server functionality delivered in Phase 1 by adding call notification for incoming calls. The notification has to be delivered to user
Case Management Application.
Project consist of two big tasks:
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:
2020-04-10: Project completed
2020-04-08: The software on the voice gateways has been upgraded. No issues were reported.
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).
2020-03-25: Project completed
2020-03-25: Due to COVID-19 epidemic outbreak, all the trainings were stopped and postponed. The customer agreed to finalize the project. All the trainings that were canceled will be done once the outbreak situation improves.
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:
2019-08-18: Project completed
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.
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:
2019-08-18: Project completed
2019-08-18: Customer reviewed provided Gadget code and documentation without any objections.
WebEx Desk Booking bot will basically allow a WebEx Teams user to view available desks on a floor and book a desk for a specific time. The bot can perform the above functions by calling a REST API that will be delivered by booking system. Project is split into phases.
2019-06-14: Project accepted by customer.
2019-06-08: Gaman Team based on the customer request has upgraded the Bot and integrated it with real booking API (build by customer resources in Microsoft Azure Cloud). Now Bot is responsible for the content recognition (basic NLP) and based on the recognized information, responsible for booking API calls.
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:
Help to develop a Finesse Gadget which will send statistical information to external application via JSON Api.
2019-04-01: Project completed.
2019-04-01: Sollution was finally accepted. All features have been confirmed and delivered. Other modifications/change requests will be done made as a separate project’s (depends of the change scale).
Project is split into 2 phases:
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:
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:
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.
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.
Upgrade process took around 20h and went smoothly. During day one no major problems were visible from the end user side.