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 email@example.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.
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.
2021-01-11: Development of the service is progressing. The CUCM provisioning part is completed – service can create the devices based on the data configured in the Active Directory (ex. location, extension). The service can also reset user PIN. To get to this stage Gaman team did system object analysis and create a specific configuration templates. Gaman developers also made some small changes in the UCCX API library (Gaman product) which will be used for this project. All is prepared for implementation. Currently the team is hardly working on integration of the UC Provisioning and Clean-up service to the Cisco Unity Connection.
2020-12-09: Customer decided to extend the project scope by adding provisioning module for UC Cleanup service. When delivered the service will be also responsible for account creation based on the defined templates. The service will create the CUCM device and Extension Mobility Profiles, manage voicemails on CUC and create UCCX agent accounts.
2020-12-06: Hold of the project has been pushed back. Gaman team resumes work on project.
2020-11-05: Due to COVID-19 second wave the customer decided to put the project on hold. The main priority is to move all the employees to remote work (moving users to Jabbers and on the MRA registered phones).
2020-10-19: All the requirements have been accepted by the Customer. This triggered a development, and the Gaman Team has started to work on the project.
2020-10-19: Project kickoff.
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 – click Here.
2020-08-12: Project compleated
2020-08-12 Customer finally confirmed that the upgrade was accepted. This means that the project is completed.
2020-08-07 Cisco SSMS system was configured and connected to the cloud and UC systems. Customer together with Gaman team and TAC was able to convert existing 11.5 licenses to Smart Licensing model and apply them to US systems using SSMS. This closes the licensing part of the project. Gaman team still resolves some small problems that came up after the upgrade. At this moment, the biggest challenge is to remove doubled agent accounts in UCCX system (the synchronization does not help). Gaman team prepared action plan which will be executed during the weekend (to reduce the business impact on system).
2020-08-03 The upgrade process was completed, and customer has moved to version 12.5 for all the UC components. Gaman team decided not to configure the Smart Server Manager Satellite
license server at this time (postponed for 2 days).
Unfortunately, during the upgrade Gaman team discovered an upgrade bug which lead to communication issues within CUCM cluster – servers were not able to communicate with the publisher. Cisco TAC which was engaged did not find the solution to the problem – all logs showed that the upgrade process did not have errors. Gaman team decided to perform the upgrade once again but this time switch version after each node is upgraded (in first attempt all servers were upgraded and then the version was switched). This resolved the problem. Due to this bug the upgrade was extended to entire weekend.
2020-07-30 The upgrade operation has been scheduled to upcoming weekend. Customer and Gaman IT teams are prepared to fulfill this task.
2020-07-29: Gaman team and customer IT installed Cisco SSMS software but did not apply the configuration due to network problems. Customer IT team committed to resolve the problem ASAP. Prep work for upgrade continues, combined teams (customer and Gaman) gathered all the licenses that will be needed for upgrade and review the migration path to Smart Licenses. The Upgrade software was download to client infrastructure and waits for upgrade
2020-07-24: Gaman team started a preparation work for upgrade for UCCX. The software was installed in the Gaman lab and the entire upgrade process was tested before it will be implemented. During the test upgrade Gaman team encountered problem with ES1 CSCvt12626. Gaman team tested also ES2 which worked well – it will be selected for upgrade.
2020-07-20: Project kickoff.
The scope of the project is to deliver custom Wrap-up functionality for Cisco Finesse (12.5), that has the following features
2020-07-20: Project compleated
2020-07-09: First set of tests was completed by the customer. The general feedback about the product is incredibly positive and the customer is incredibly happy with the entire solution. Gaman team waits for the final set of tests that will close the project. Meantime the Gaman team also prepared a promo video for the solution. Link can be found in the project overview description.
2020-06-29: All the bugs have been fixed and the solution is prepared for the UAT tests. Initially Customer installed Self Signed certificates for the Wrap-up Service but finally decided to replace them with Signed CA Certificates. This process is currently finalizing. Gaman Team awaits for the tests results and for the acceptance of the solution.
2020-06-28: Redundancy has been set and is running. Wrap-up data is replicating across both servers. Customer was able to do some failover tests to check the system ability to work in HA mode. Customer was also able to test provided CUIC reports and found small issue that is currently processed by Gaman Team.
2020-06-24: CR has been prepared and send out to Customer. First test showed that everything is working as expected. Because this part was covered, Customer started to deploy the redundancy of the solution. All necessary instructions were delivered
2020-06-21: Customer deployed the delivered code to the system. Because it was first deployment some problems popped out, but they were most likely to the documentation – Gaman team updated the documents based on the feedback notes provided by customer. Initially the solution had no admin UI that simplifies the configuration process of Wrap-up codes (all the admin tasks had to be done via DB or via API using Postman). Customer decided that this is to complex and will be hard to keep data on Finesse and in the solution consistent. Therefore, the CR request was raised. Customer requested that all Wrap-up codes need to be configured only in Finesse and the solution should sync and pull them internally. Gaman accepted this CR and put it in development process.
2020-06-18: The development process of the solution has been finished. The deployment package was prepared and send to Customer which started the review if the solution. Customer also started the preparation to first deployment of the solution. Gaman team awaits for a feedback to remove any problems with the software and to update the documentation if something is unclear.
2020-06-16: The work on project is moving forward. The reporting part of the project has been prepared and send to the customer for a review. Still there are open topic that require some attention – deployment in HA model.
2020-06-12: The first problem has been discovered with the gadget code. The control used for wrap-up code selection has a problem with compatibility with Internet Explorer 11 browser. Gaman team was forced to update the library to include this version in compatibility matrix.
2020-06-09: The demo video was delivered to the customer to show the beta version of the gadget in action. Meantime Customer and Gaman team made some progress with the reporting requirements that the customer has.
2020-06-01: Project kickoff.
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:
2020-06-28: Project compleated
2020-06-25: Finally, the customer confirmed and accepted the solution. Due the COVID-19 the deployment process of the new version of the application (built by customer) was extended more than we all expected. Because most of employees are still working remotely Gaman Team committed to resolve all the issues that will come up once the employees are back in the office.
2020-05-19: Gaman team delivered the final version of the client library for the CMS that includes the ability to execute the events on Jabber and physical devices. Customer started internal process to add the features to the CMS application.
2020-05-12: Customer was incredibly happy with the delivered library therefore Gaman team received another CR to extend the featureset of the C2C server. This time Gaman Team needs to focus on remote control of phones – implementation of IPPS API to control physical phones. Gaman delivered a solution concept to the customer wit the detailed description. Gaman avaits for approval to begin implementation.
2020-05-06: Gaman team delivered the library that allows basic control for Jabber. The library was implemented, tested, and accepted by Customer.
2020-04-02: Customer development team identified two bugs that were classified as a showstoppers. Gaman team performed detailed analysis which showed that the implementation method of the delivered library was incorrect. Based on this analysis Gaman developers delivered detailed explanation and a method to fix the code. Once the suggestions were implemented, al bugs were resolved and customer started further testing
2020-03-26: Due to COVID-19 outbreak, all the new deployments were stopped – including Inbound Popup functionality. This doesn’t mean that the project is stopped. Gaman team works with customer developers to prepare the application release that will be deployed when the freeze ends. During this time all the bugs identified by customer will be fixed.
2020-03-10: Gaman team update the CUCM and added the External Call Control profile to the dial plan. Once it was implemented Click to Call server started to receive the inbound events.
During the change Gaman engineers fixed problems that the customer had with GFI FaxMaker.
The environment is prepared and Gaman team waits for customer developers to deliver the CMS application that can use new features.
2020-03-08: The problem with certificates has been resolved and the ECCP requests are properly delivered to C2C server. If you want to read more how to troubleshoot this type of errors, check our updated article here. The next step is to expand CUCM configuration so all the inbound calls will trigger the ECCP profile. This task is planned for upcoming week.
2020-03-03: The deployment of the service went smoothly, and the regression test were passed. Gaman team started the internal test of the functionality. Unfortunately, they showed that the CUCM doesn’t send messages using External Call Control Profile. Troubleshooting showed that the CUCM has a problem with SSL handshake (customer requires to secure communication). This indicates the problems with certificates. The solution has been prepared and is waiting for implementation.
2020-02-22: The first version of the service with new features has been build and deployed on the customer infrastructure. It will be used to in production to gather the logs on the queries made by Call Manager. They will allow build a valid configuration for the production. Meantime the basic configuration has been deployed (for test purposes).
2020-02-10: Official project kickoff.
2019-12-11: Gaman team made some internal tests and based on their results prepared a scope of work document that describes the high-level description of the final solution. Document was sent to customer for review. Tests showed that the best technology to deliver notifications to Case Management System is the SignalR technology.
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 compleated
2020-04-08: The software on the voice gateways has been upgraded. No issues were reported.
2020-03-21: (China) The CUCM, CUCM IM&P and CUC servers have been successfully upgraded to the version 12.5. The upgrade process when smoothly without any issues. To keep everything in compliance, the Expressway clusters (C+E) where upgraded from version 11.8.4 to 12.5.7 (bot in Australia and China). Meantime, during prep work for China cluster, all the licenses have been converted from the Traditional to Smart license and distributed across Virtual Accounts.
2020-03-17: (Australia) The CUCM, CUCM IM&P and CUC servers have been successfully upgraded to the version 12.5. The upgrade process when smoothly without any issues. Because the license model changes to Smart Licensing type, Smart Software Manager Satellite server was added to infrastructure. At this moment system runs using evaluation license. Gaman Team is hardly working to convert current license to Smart model.
2020-03-16: (Australia) The upgrade prep work has been completed. The upgrade software has been uploaded o the client’s infrastructure and the required changes on the infrastructure have been made. First attempt to upgrade the infrastructure is planed for tomorrow.
2020-03-15: Due to increasing number of people infected by COVID-19 virus the customer decided to start remote work. Although the infrastructure was prepared for this (Deployed MRA feature) users that use the iDevice have problems with Jabber. The CUCM version that is up, and running doesn’t support Apple Push Notifications. To solve the problem customer agreed to continue the work on the postponed project.
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.
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.
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 compleated
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.
2020-03-10: Technical documentation has been delivered to the customer and it’s waiting for the last verification. Gaman team is waiting for a customer to schedule a training session to talk about the project, how to manage the system.
2020-03-02: Customer has accepted the solution and the features delivered during the project. The final version of technical documentation will be delivered in a short time. What’s also left is a opened TAC case where Cisco and Gaman Team are trying to find why the Tandberg MXP 880 connected to Cisco Expressways when dialing out to Cisco Teams Cloud doesn’t send a video stream (one way video issue).
2020-02-26: The migration of the users from Webex Site Admin to Control Hub has been completed. The process at firs look appeared to be simple but at the end it caused multiple problems. Cisco TAC was needed to resolve the problems – they needed to manually update the user objects in the database. The documentation is almost finished (user and service desk guide, technical documentation) so the project is moving to the end.
2020-02-22: The work on the project continues and Gaman Team was able to make a very big progress. The biggest challenge was to set the Control Hub portal to manage Webex Teams and Meetings features in one place (customer already had a integration in place but it was built using incorrect type). Everything went smoothly without issues. Gaman Team is preparing for the Day One Support which will be upcoming Monday.
2020-02-02: Finally, the problems with customer firewalls have been discovered and resolved. The on-prem infrastructure. Unfortunately, no everything goes as planned. Gaman team encountered a problem with Cloud portals (Cisco Webex Meetings and Cisco Control Hub). The integration between those two portals had been already established and needs to be changed (everything has to migrated to Control Hub). Gaman team is working with Cisco to prepare action plan to make this happen. Based on the information’s provided by Cisco – it’s not an easy task. Customer requested to go with this process ASAP.
2020-01-17: Work on the project continues. Webex AD Connector, Hybrid Calendar Connector have been configured and were enabled for production. Everything works as expected, users are syncing and the scheduled meetings (@webex , @meet) are working. At this moment Gamna team is working to merge Webex Meeting and Webex Teams portal (Control Hub). This causes some technical problems to the initial integration set before the project between portals – at this moment the users are managed at Meetings portal but finally the process must be moved to Control Hub. Meantime some small progress has been made on the on-prem side (Expressway C and E cluster) – system is almost prepared for device registration.
2019-01-10: Webex Teams Hybrid Calendar Service (on-prem Microsoft Exchange integration) has been configured and enabled. The test user is syncing as expected and feature is ready to be assigned to users. The configuration of the AD Connector has been prepared and applied. The Dry Run confirmed that it is valid. At this point of time it is not enabled yet as combined teams Customer and Gaman need to resolve some small issues (mostly related to the HR stuff). Once they are resolved the sync will be enabled. Next task – register Webex Teams devices.
2019-12-07: After a long holiday season, the work has gained some speed (customer returned from holidays). Based on the requirement Gaman reviewed the deployment plan and set priorities. At this point of time Gaman team needs to focus on on-prem services that will communicate with the cloud.
2019-12-20: The installation work has started. At this point the network and the required infrastructure (VM’s) have been prepared based on the requirements gathered in the technical documentation. Because customer puts security as a top-most requirement, Gaman team discussed the requirements and needs that are necessary to connect this hybrid environment to Active Directory and Exchange server. Gaman team also asked for the business needs that customer has for the video terminals ex: account names, mailboxes for the video terminals. Due to holiday season, some of the tasks have been postponed till the beginning of the new year.
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.
2019-11-15: Project kickoff. Gaman team.
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:
2019-11-28: 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:
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.
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.
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:
2019-03-01: Project kickoff. Waiting for a list of features that needs to be added to the UCCX Dialer and Campaign Manager.
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 compleated
2019-08-18: Customer reviewed provided Gadget code and documentation without any objections.
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.
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:
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:
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.
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:
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:
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 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.
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.
Customer pointed out two important assumptions before we started the project.
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:
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:
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.
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.