The Cloverhound Blog

CCE Precision Queue Membership Report

Background Back in version 9.0, Cisco introduced a new way to assign agents to queues: Precision Queues (PQs). Whereas Skill Groups are a static, direct relationship between Agents and Skills, Precision Queues introduced the concept of custom “Attributes” that can be assigned to Agent. Each Precision Queue is then defined as a complex series of […]

Read More
Writing Your First CVP Studio Application

Overview This guide is meant to be a starting point for anyone who wants to write applications with CVP Call Studio.  We’re not going to show you how to write a complex self-service application in this guide, only how to get started with writing and deploying a simple Studio application with CCE.  This guide assumes […]

Read More
ServiceNow with Zomnio

Zomnio is our easy to use cloud IVR and Call Center platform. This will be a closer look at some of the more advanced features of the Zomnio platform, focusing on ServiceNow integration. Follow along with this guide, or feel free to create your own ServiceNow IVR using our pre-built template. Sign up today and select […]

Read More
How to Monitor and Control Cisco Phones with JTAPI

When creating our Cloud Call Center platform, Zomnio, we wanted agents to be able to leverage their existing Cisco investments by logging in to their Cisco phones, just like Cisco UCCX or UCCE. For this to work we need to be able to monitor the status of the agent’s phone and forward call control requests from the […]

Read More
Connecting a Twilio SIP Trunk to vCUBE

Overview As we transition from a PRI and POTS telephony landscape to a SIP trunk based one, we are inevitably faced with new technology to configure and maintain. Today’s vCUBE (Cisco Unified Border Element) blog may look similar to the one Chad wrote a few years ago. However, this is geared more towards the virtual edition of CUBE. […]

Read More
Modularity in Web Development: How to Reduce Coupling and Maximize Cohesion in Your Code

I never imagined my high-school physics teacher’s advice would apply to software design principles. When students struggled in his class, he’d say, “Look, I was a terrible problem-solver in college until I learned how to crack problems into as many simple, digestible pieces as possible, and solve each piece on its own sheet of paper.” […]

Read More
Workforce Optimization: Configuration Caveats for System Admins and Technicians

Preface When working within the policies and constraints of modern IT departments there are many different factors to be aware of.  The intent of this article is to outline for technicians and business administrators some of the caveats, speed bumps, and erroneous system configurations that you can or will encounter when implementing Cisco’s Workforce Optimization products. Workforce Optimization Overview Today business […]

Read More
Cisco Finesse Thick Client Screen Pop Gadget

Introduction As customers are forced to upgrade Cisco Agent Desktop (CAD) to the web-based Cisco Finesse Desktop, some are left with screen pop integrations to old thick client applications (software installed natively on the user’s PC as opposed to a web app).  Since we are unlikely to force an upgrade of the customer’s legacy business […]

Read More
Making RSpec Feature Tests More Semantic By Dividing Scenarios Into Sections

The Problem At Cloverhound, I was able to choose the testing framework and implementation that would best suit my projects. Armed with the conviction that I ought to be testing behaviors from the user’s perspective, I reached for my familiar arsenal of Rails testing tools: RSpec, Capybara, Selenium, and Database Cleaner. RSpec feature tests are […]

Read More
Intro to Cisco CCE – Part 3 – Architecture

In the last two posts I outlined what CCE is and roughly how it works together with other pieces to handle calls. In this post, I’ll reference the two boxes from the last diagram labeled “CCE” and “CVP”, and blow them up to show you all the parts that come together to make them work.

Read More