VOIP

Allot To Write About

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I have allot to write about, but for some reason don’t feel that up to writing today. So here will be a quick recap of the weekend.

I continued to throw stuff out of my apartment in anticipation of my move next month.

I am also getting ready to ebay a bunch of tech stuff I have. I realized that allot of my crap is not worth that much anymore used. So it is easier to just keep it and or give it away.

Had dinner with Carrie, and my grandmother tonight. Morgan also! My grandmother was in to visit my cousin who is sick. She took us to dinner. it was actually pleasant. That is not always the case with my grandmother.

Got a hair cut on Saturday. My regular barber wasn’t there. Not sure what his deal was. His father did my hair. Didn’t do a good job. it is ok, but he didn’t listen to me when I gave him instructions. That may be the last time I go to that place since I am moving. I need to find a new place in the city for next time.

We had an issue with one of our Call Manager Servers Saturday that caused it to fail. The second machine in the cluster took over fine, but we had about 15 seconds of down time while that happened. Kai is working on getting a patch for it. I spent allot of Saturday working on the phone system because of that, and other issues.

The plus side is I did some more work on our IVR. I even setup our own for Support, to prove the concept. An IVR for support is overkill but we had extra 800#’s and it shows that they system can work.

This blog entry was written while listening to Machine Head by Bush

Remote Agents And Terminal Server

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While I was awake and not sleeping last night, I thought about my remote agent design issues. Currently we have schematics of different electronic and home appliance parts on CD’s we use to look up stuff. The problem is they take up a huge amount of drive space. We get updates every month that need to be added to the existing data. This is fine when a computer is on our network, we just run the update from our file server. What do you do when you have remote computers over a VPN WAN link trying to get the same update? Pushing out 500 megs to 2 users is possible, but what about 20, or 200? It becomes unfeasible due to bandwidth limitations.

One option is to not give the remote agents this software, but they rely on it. My thoughts then turned to Terminal Services. What if all the updates are on the central server, and users just connected to the server via terminal services. That way I don’t have to worry about anything on the local machine except for an IP address and terminal client working.

This is contingent on our phone control software working with Terminal Services. I believe it does, but an answer to that question is easy enough to get.

The next problem is cisco soft phone. I doubt it would work through terminal services. We may need to go with a physical cisco IP phone at a person’s house. It adds cost per user, but it may be necessary. Also going with a hardware VPN solution is looking better than a software solution. If anything goes wrong with the remote computer we would be responsible to manage it. We cannot troubleshoot software issues like vpn over the phone, and we are not equipped to send someone onsite to fix problems like that.

A hardware VPN device that we can remote into and verify it is working, along with terminal services is looking like a good solution. it is not the cheapest but maybe the most feasible. We would require someone to have their own computer, and all they would need to put on it is terminal client. That takes 5 minutes to setup. Wire up a VPN router from cisco or linksys plug in a phone and they are up and running.

Now all I have to do is sell everyone on the solution and make sure it works from a technical standpoint.

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Extension Mobility

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With Cisco Call Manager we can do something called extension mobility. it allows you to goto any phone in the office and log in with your phone extension. Our call center software Zeacom Smartconnect has always had problems with extension mobility. Once we use it the extension would not work with the software until the system was rebooted. We put a patch on the system last Tuesday that was supposed to fix the problem. Turns out that it didn’t. Some extensions work, and others do not. it is driving Kai and I crazy.

It turns out that Cisco uses the MAC address of the device you are logging into to track the profiles for extension mobility. That doesn’t work with how Zeacom does things. They like netbios. We have had issues with Smartconnect and netbios before when we wanted to put devices on networks other than the network where the smartconnect server resides. Zeacom is working on yet another patch to get the two system to gel and work together. I am still eagerly awaiting extension mobility. I have been waiting since September 2003. Granted EM will work with the cisco phones, but I just cannot use the call center software once I use it. it becomes a real pain in the ass.

Work Computers

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I have several computers at my desk at work. Scary as it may seem, I need them all. Ever few weeks I try to get rid of one or more, but only end up cleaning up wires.

Currently I have a computer for running VMWare sessions. It needs to have allot of ram and hard drive space, and I like to keep very little on the OS besides the VMWare.

I then have a machine that has 2 CD-ROM’s in it so I can burn disks. That machine also doubles as a box on a special V-LAN so I can test our softphone and other voice applications. That network is the only one where I can do that.

Then I have an old desktop that I run Linux on. Currently I have Suse 9.0 on that machine.

I have a spot for my powerbook. I have a 4 port KVM and all 3 other machines are on it, so I put the powerbook on the last port. I am finding recently that I am using it as my primary machine for email and office application work. Go Apple.

On another monitor setup I have my company Thinkpad T-40. This is my primary machine. It has all the day to day programs I use, and all my files on it.

At last count that was 5 machines. I have also been known to put a server or other desktops by my desk and hook them up to a kvn so I can build them or work on them. It gets really load in my office when I do that. Add to that Keith’s 2-3 machines and we have allot of heat also during the summer.

The crazy thing is we probably need space for more computers, not less. We are always tinkering with something new. And that is why I like what I do!!!

The Magix Is Dead!

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For the first 2 and a half years of its life, my company has used a Merlin Magix phone system to run our call center. It is an ok little phone switch. It was never designed to run a call center, but the price was right when we got it.

As of last monday we finally stopped using the Magix. We transfered our last 800# to our new call center in Kingston NY. After a week of verifying that everything is good, Keith and I finally shut off the old system today. We unplugged all the ports, and pulled the old thing off the wall. Our computer room looks much neater without it.

Now we need to see how much we can get for it and 50 or so phones.

Visiting Friends

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Spoke to my friend Jayson today.  he is planing on coming into NYC for a week in february.  He is going to take a Cisco Voice Over IP class.  I think he is a punk for needing to take a class in it, but he owns his own buisness.  In order to get clients he needs to not just prove he knows the stuff, he needs certification in it.

He may stay by me while he is up here.  I don’t see him much so I think it would be fun.  I need to get down to New Orleans and hang with him, joe and gretchen soon also.

I told him he should come to work with me and see a Cisco Call Manager in action.  He was at the our "parent" company office when Jeff & Dave where there, but hasn’t ever made it to our current office.

Hopefully that will be a fun visit.  I look forward to it.

VOIP Rocks

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I tested our VOIP link between offices today. I was able to get 12 or so people on the phones in our NYC office connecting through a VPN tunnel to our call manager in our Kingston office. I only had 1 complaint about quality. I need to do a test like that a few more times, but the results look promising.

Keith was out sick today, so I was busy with helpdesk issues. I also have to continue to evaluate our monitoring system to make sure we get notified of any server problem. I think we do a decent job of it now, but whenever anything falls through the cracks it is really bad. Also there is always room for improvement.

I had to spend allot of time reconfiguring VOIP phones today to get our test to work. We are compressing calls, so I needed to associate the phones with the compression scheme we are using. I also had to setup the phone extensions for when our customer service rep’s start using them.

Plenty of other things going on, but my head is not focused right now to remember them all. I will write more later this week.

All in all things are good, and that is all that counts!!!

Projects Updates

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Finally put into service our first Windows 2003 Active Directory server. I demoted an old 2000 box and transfered its roles to the new server.

Started redirecting call center users in NYC to our new mail server we are using for our Kingston office. The end goal is to have the entire call center on that mail system. Once I get all the alias’s and accounts done I can just delete the old mail accounts and tell everyone they have a new email address. It is a slow process since I need to edit everyones profile when they are not at work. I did about 10 people in 2 days. this rate it will take me a month to get everyone cut over.

We upgrade our Pix firewalls next tuesday to enable us to use a VPN tunnel to send large amounts of VOIP calls between offices. when I mean large amounts I mean more than the 2-3 we can now. Probably like 20 at a time on a dedicated internet T-1.

Other things going on are the guys in Kingston are working on Cisco Softphone setup’s to allow remote agents for our call center. Or to allow us to use the phones from outside the office on our laptops. Also in the works is the ability to move your phone number between desk phones if you need to.

Busy At Work, What Else Is New

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Work this week has been challenging. I got nothing I planned on doing yesterday completed. I was busy fixing other issue that crept up. Kai from our Kingston office was down for a meeting and also to just work for a day out of NY. He never did that before so we wanted to bring him down.

We are in the midst of several major projects. Remote recording of voice calls, creating a beta test for remote agents, move a mail server, upgrade NYC’s domain controllers, evaluate SMS, build a new service domain, and oh yeah we had 4 people get hired in the past week. My team is just a bit busy. Don’t get me wrong, busy is good. Overwhelmed is not. We are currently busy but quickly moving to overwhelmed. Hopefully we can get everything done without a problem.

Projects Going On

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We are still working on our monitoring phone call system. The company that makes the software thinks they have an idea of what is wrong. I should have more information today. I always love buying stuff that just does not work!

I think I finally am motivated to look into Proxy server software. Too many things are going on that I say if we had a proxy server we could figure this out, or we could prevent this. It is a pain to know a tool will work, but you just don’t have the time to set it up.

I found a flaw in the Windows 2000 Pro VMWare image I am using. I built it when I was learning about VMWare so I made the partition size too small. When I try to download large files to it, I get out of disk space warnings. I need to build a new one today. Howard also is trying to get a Red Hat 9.0 VMWare image. I found one I did that works, but I need to see if I configured it properly.

I want to do a VMWare image of Free BSD 5.1 also. I am not sure what to call the OS installs in VMWare. I guess an “image” of a disk is a close enough description of what it is.