The Cloverhound Blog

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 […]

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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 […]

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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. […]

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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.” […]

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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 […]

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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 […]

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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 […]

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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.

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Focusing on Consumer to Enterprise Collaboration: A new breed of Collaboration Tools built using Cisco Spark

Background In the last five years collaboration technologies have completely changed the landscape of consumer and enterprise communications. Team Messaging, PBXs, and video conferencing systems all exist and reign supreme in the enterprise realm. But there has always been one major gap that exists between consumer and enterprise technology and their ability to interoperate. On […]

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Job Opening – UC Engineer – Denver

We are looking for a UC Engineer with a passion for Cisco voice technologies and coding. This position will be located in our downtown Denver location. The UC Engineer will be responsible for working with our customers to implement Cisco UC solutions including (but not limited to) Unified Communications Manager (CUCM), Unity Connection, IM and […]

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