Call Center

Switch Move

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Jayson and I are off to Kingston Thursday. We are bringing up some gear and covering for chris and kai who will be doing a move of our Core switch to its new home on the first floor. We christen the 1st floor telco room Thursday night with moving the core downstairs. Besides acting as the core for the entire office it will act as the switch for all users on the first floor.

Hopefully nothing goes wrong since it is (dare I say just) a hardware move. Of course when you are dealing with large, complex, & expensive hardware nothing is simple.

Jay and I will stay overnight and cover the Friday day shift to also ensure that no problems ocure after the move. Lets hope all is well…

Call Center Day

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Today I went to Kingston. I had to meet the construction guys for an update. The work is coming along and should be done ahead of schedule. The cable guys still need to come and do their work, and the furniture needs to be setup but it is going along smoothly, so far.

I got an update on the new deployment method they are going to use for desktops. They are going to use RIS from Microsoft. For me seeing RIS actually working in a beta group was nice since I asked about doing this over a year ago.

Took Kai to lunch. I need to work on his review this week. it is late since I was sick this month.

The Kingston trips are always busy, but I never feel productive. I am beginning to think that the feeling of not “really” doing anything is because I am not getting what I want to get done, but helping out or doing stuff for other people.

Build Out

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Our build out of our new downstairs space in our call center is progressing. I got the ok (or the if it was budgeted go buy it and don’t ask about it) to get supplies for the new space. We need new WIFI points, printers, etc. Phones and computers are already on the way.

The last major purchase is the UPS for our downstairs computer room. It does not have to be as big as the one we are deploying upstairs since all it has to support is a switch. Granted it is a huge mother f–king switch, but still.

Other work going on is a reboot of half of our smart jacks tonight. No idea why, but one of the LEC’s (Local Exchange Carrier for those who have no clue what I am saying) we use needs to upgrade some stuff so they need to reboot the smartjacks. Until they called I had no idea you could or would do that at all.

IPCC Is a Go

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After months of negotiating (and years of thinking and talking about it) my company finally decided to purchase Cisco’s IPCC software. Gus and I started looking into this stuff way back in December of 2002. It didn’t pan out. We ended up going to Cisco Call Manager 3.3.2 with our incumbent ACD Zeacom Smartconnect. Call Manager was a vast improvement over our Avaya Magix system we were using so we were sort of happy. Unfortunately Smartconnect has major problems integrating with Call Manager. We have uncovered several issues that have taken us months to overcome. Other issues are not correctable.

As we grow the need for a new contact center software became apparent. We looked at the major players, Cisco, Genisys, & Aspect. We were slightly limited with our options because we were already on Cisco’s Call Manager IP phone IP-PBX. That made us need to look at Genisys’s and Aspect’s IP based products. The problem with them was that either very few or no one was using them on Cisco’s Call Manager (CCM). To me that was one of the two killer problems for our situation. The other problem was integration. As we saw with Smartconnect the “hooks” that tied the Software to our IP-PBX was critical. Cisco was great at selling the integration between CCM and IPCC. Of course you assume there will be tight integration between the two, they are both Cisco products. The other two companies (in my opinion) had problems proving the tightness of their software to CCM. And for a major purchase such as this, I needed to be totally comfortable with the software we were buying. Because even if no one said it, if this integration fails peoples heads will be looking at me as to why.

There is allot to be said by having “one throat to choke” when dealing with hundreds of thousands of dollars of phone gear. The up hill battle for IPCC was proving to our business people that the ease of use and functionality of IPCC was on par with Genisys.

So my multiple trips to Boston, Philly, Kingston, etc, and endless conversations with sales guys and pre sales engineers have finally paid off. And if you know me, dealing with sales guys a fate worse than death (sometimes).

The next step is scheduling this massive upgrade to not interfere with our other major projects going on. Such as expanding into our new Call Center space downstairs, new Fulfillment system, and upgrades to our data center infrastructure.

As part of this upgrade we will also be upgrading our voice mail from smartconnect’s voice mail system to Cisco’s unity. We will also need/want to upgrade call manager to 4.x after we are done with the IPCC upgrade. This is because Smartconnect as of now does not support CCM 4.x, so that upgrade has to come after we move to IPCC.

This will be exciting but stressful.

New Switch

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We just upgraded our network in my companies call center office. We put in a new Cisco blade switch. it will act as our primary core. We did some reconfiguration on the old core’s and will use them as backup. this is phase 1 of our expansion plans.

When I say “we” did the work. I mean we hired a contractor, and told them what to do. We then looked over the configs and did testing. It is nice to leave the heavy lifting to others.

The upgrade actually went well. I am always hesitant to say that because I am fearful that something out of the blue will go wrong. But actually it went as good as to be expected. no major problems. I was back to the hotel and in bed by 3AM. I would have been in bed sooner but I had some cell phone problems I had to play with to fix.

Friday it is back to my normal office. I miss my chair:(

I Am Back, Did You Miss Me?

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I am back from my 2 day (actually 26 hour) trip. I went away to do some overnight work for work. I cannot discuss it. it has been deemed top secret. What I can discuss is below.

Amtrak is good, but they are starting to slowly piss me off. Their vending machines for tickets wigged out on me. Then the train Jay and I were going to take got canceled. At least we got to eat Nathan’s while we waited for the next train.

I like Ruby Tuesdays, but I am beginning to make a list of food I won’t eat there again. When I goto my companies other office I usually go out to lunch (or dinner) with guys from my team. Almost always we goto Tuesdays. So far the appetizer sampler is on the do not order again list. As of last night the Buffalo chicken tenders are also on that list.

Other good news is that the Holiday Inn I normally stay in when I travel now offers Wifi! Jayson said it was free. I didn’t get back to the hotel till after 2AM so I never actually tried it out, but next time I will.

All in all a good trip. How do I know? I got some sleep!!!

Cisco Executive Briefing

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It sounds fancier than it was. Gus, Dave, Kai, and I went up to Cisco Systems Executive Briefing Center outside of Boston. We were getting the overview of their IPCC product from all the product managers and engineers working on the system. First off I will say I think the trip was worth it. I think there were some issues still unresolved by some of our team, that I think Cisco was able to handle.

We got up to Boston by noonish. Our account manager and his boss picked Gus and I up from the train and we drove the 40 minutes to the site. it is a nice new campus. We ate lunch, which was surprisingly good. Normally this sort of stuff is not what I consider good food. They had nice chicken dish with stuffing and potatoes. I was stuffed for hours after that. We meet a VP of sales or something who came down to make sure we were getting treated right. I am not sure what Gus said to whoever at Cisco but around August they started treating us really nice. Far better than I would expect from a company our size. Granted we do some advanced stuff for a company our size, but it is weird when the #3 guy or so at Cisco stops by your office for a meeting. I will say that Cisco is very responsive to questions or problems. Some of my / Gus’ comments have reached high levels. it showed with the presentation.

We got a really good overview of their IPCC product. I think Dave was pleased with what he saw. I was. I also got to see some nice warez from them. We checked out the color VOIP phone. Gus and I also test drove the video conference functionality of Call Manager 4.1. I even got to see the long rumored VOIP WiFi cordless phone. It was so cool. I want one for my house, but a practical deployment of it would be for the supervisors in the call center when we have 2 floors to cover. Check out the MOB for some of the really cool tech we saw. No pictures of the video conference system we used. Just trust me that it was way cool.

We had a long fact filled day. Then we rushed off to catch a late train. We made it to the station with 15 minutes to spare. I decided to upgrade to First Class. I figured I wanted good service one time, and I would pay for it out of my own pocket. I am on the train now. The seats are bigger. There are less people in the First Class car. I also got dinner and free drinks. The food is MUCH better than Biz class. I had a steak with potato’s, with chrem brule. I cannot spell it. I was not a fan of the desert anyway. I am sitting at a conference table for 4 by myself. It is roomy. I was hoping to take a nap, but I haven’t written a detailed blog entry for a while so I decided to take the time now. So was the upgrade worth the money? Probably not, but it is nice to get waited on and just relax sometimes. Amtrak for the money has the best upgrades. And that is saying allot since the Biz class on the Acela Express is nice as it is. Right now this is my favorite form of travel.

Another Week, Another Trip To Boston

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I am back on the Acela Express up to Boston today. Gus and I are on the 8:03 again. Dan couldn’t make it, so he bailed on us. David, and Kai are both driving and meeting us once we get up to the site. Today we are visiting the Cisco Customer Briefing Center. I have never been. I hear it is nice. 2 of our Cisco engineer’s are also on the train. I stopped and said hi to one of them.

I have been trying to (with mixed results) use my T610’s bluetooth connection to download email on my Powerbook. Not very reliable today. At least I have my blackberry with me. I got no movie watching done on the train. I just did work, and followed up on email. I have no life…

Road Trip 2

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Yesterday Gus, Dan, and I were off again on another road trip. This time one of our account rep’s drove us all down to Philly. We visited a cool client of theirs (names of vendor’s and clients are being obscured, sorry it is confusing to you). We checked out their ACD system and the phone system they use. I liked what I saw. it was a nice operation. I learned a bunch about the product we were looking at. Since we were in Philly I had a Philly Cheese Steak. it was good. I wanted a nap after it!

My problem was the really long drive there and back in the rain. I don’t like long car trips. I don’t mind the train or the plane as much.

I was also out of the office 3 days last week. I will be out again at least 2 days this up coming week. I am busy. That means jayson is over worked since he is alone (danny is helpful, but he has releases as his first priority). Then all the work I need to do is piling up for me when I return on monday.

After work I went back to Dan’s to hang out. Alyssa, Dari, and Jennifer came over also. I fixed his wifi point. Dan, DO NOT touch the dam point again. It didn’t take me that long, so no biggie. We hung out and played scatigories. I think that was the name. I won the first game, but sucked on the second game.

Road (Train) Trip

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Today I took a train trip with Dan, & Gus to the Boston area.  We visited a site that is running a call center software package that we are looking to buy.  It was a productive day, sort of.  We learned allot.  But I like doing, and not talking so I get bored sometimes doing this sort of stuff.  We did go over really cool stuff, so I was interested.

The travel was boring.  We took Amtrak’s Acela  Express to Boston.  I have taken the old meteorologic before but the Acela was nice.  At least I got to do some work for allot of the trip.  From NYC to the Boston area it was about 3:20 minutes.  We didn’t go to the end of the line though.  As Jayson put it today "I spent an hour less on the train than he worked all day".  Very true, unfortunately.

This was day 2 out of 3 that I was out of the office.  I stayed home yesterday from an overnight I did.  Today was travel, and tomorrow is more travel.  We are going to Philly to visit another site.  Tomorrow we are driving, or being driven down.  I would rather take the train, but Philly is closer than Boston.

More news about that trip after it happens…