The Cloverhound Blog
Giving back to Charlotte

At Cloverhound, we invest in human resources. We provide health care, 4% 401K matching, paid time off, and family and medical leave. We invest in continuing education and certification for our team. We want to be a place where everyone can grow, and we want to take that same approach to our community. That’s why […]

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Deploying Cisco TelePresence Management Suite (TMS) 15.7 on Windows Server 2016

When I had to deploy Cisco TelePresence Management Suite (TMS), I couldn’t find any simple straightforward guides to walk me through the installation. My only option was to read through the 70 page Cisco deployment guide (which isn’t fun), so I hope this blog helps you keep the deployment guide on the bookshelf.

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New Year’s Cybersecurity Resolutions

It’s January 1st. The ball has dropped, the party is over, and you just remembered your New Year’s resolutions. Hopefully you haven’t forgotten to update your cybersecurity practices. If you don’t already take cybersecurity seriously, you should. Preventable incidents happen when people ignore best practices, click on suspicious links, or use insecure passwords to name […]

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What is your least favorite waiting room?

We’ve had a big month at Cloverhound! Our VirtualCourts™ solution, powered by Cloverhound’s VirtualQ™ framework, is now administering Workers’ Compensation Board hearings for New York State. With over 6000 hearings occurring every week, that’s a lot of gallons of gas saved and a lot less hassle for anyone who would have missed their hearing due […]

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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 […]

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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 […]

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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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