Reading...
Play button
Play button
Use LEFT and RIGHT arrow keys to navigate between flashcards;
Use UP and DOWN arrow keys to flip the card;
H to show hint;
A reads text to speech;
60 Cards in this Set
- Front
- Back
|
4. What is the difference between Type 10 and Type 2 VRU
|
Prior to ICM 7.1, you could use a Type 2 to support warm transfers which were a quasi translation route with separate Type 2 CVP servers. With ICM 7.1 and later, a Type 10 can be used for warm transfers and ingress switch/vru leg.
|
|
|
5. What is the difference between Type 5 and Type 7 vs Type 10 VRU
|
Prior to ICM 7.1, you had to use a Type 5 for the Switch Leg and a Type 7 for the VRU Leg
|
|
|
6. What are the different methods to have redundancy with Gatekeepers?
|
You can use HSRP where all devices register to the VIP and both gatekeepers need to have the same exact zone configurations or Gateway Update Protocol (GUP) where the gatekeepers use a stateful protocol to keep track of status and devices register to both gatekeepers, one as primary zone and one as a backup zone.
|
|
|
7. Difference between CVP and IPIVR RONA?
|
With IPIVR, the RONA call treatment is handled via the Agent Desk Setting that has a RONA DN which would then go to a RONA script that would queue with a higher priority.
With CVP, the RONA is handled inline in the Queuing script by checking the failure of the Q to Skill Group by checking for call.requerystatus > 3 and then Queueing the call back to the Queue with a higher priority. |
|
|
8. What experience do you have with Dialer?
|
I have implemented Dialer in Preview and Progressive mode. The implementation involves configuring the MRPG to interact with CM to use VIP 30 ports for dialing out and there is a Campaign Manager to import customer records from a flat file that is imported daily with an import rule that can query records to import to the dialer process. The Preview mode works by allowing the agent to choose whether they want to participate in the call before it is dialed.
|
|
|
9. What component does the Campaign Manager process run on?
|
LoggerA and it does not support redundancy
|
|
|
10. Have you worked with Mobile agent with UCCE?
|
With mobile agent, the agent uses an instrument ID of their home pots line instead of an IP Phone and CM makes the connection to their home phone over the PSTN.
|
|
|
11. What database integrations have you done?
|
I have done ICM DB Lookups for direct SQL lookups but the down side is that it requires direct access to the SQL DB and needs the primary key set. This is not possible from a security standpoint for certain customers.
I have done DB Lookups on studio applications with JNDI/JDBC with DB Elements which has the advantage over ICM DB Lookup since you can connect to any ODBC supported DB via JNDI. I have also done Web Service integrations with WSDL files to utilize a middle tier server in order to get DB info. The WSDL file allows the web service to pass variables to the middle tier server that will return the data that it queries. The advantage of this method is that it supports encryption and allows access to DBs of any type. |
|
|
12. What experience do you have with CVP .TCL files?
|
I have had to upload the standard .TCL files to the VXML gateway such as bootstrap.tcl for standard functionality but I have also uploaded the survivability.tcl file and updated the survivability parameters on the GWY to support handling of calls when there is a failure such as hours of operations and transfer numbers.
|
|
|
13. Have you done migrations from previous ICM versions to ICM 7.x?
|
I have done upgrades from ICM 5.x and 6.x by creating a parallel install with the same instance number and using Enterprise Data Migration Tool (EDMT) to migrate the SQL DB and import to the new environment.
|
|
|
14. How do you add a new CVP Call Server to a CVP 7 environment?
|
You would need to install the CVP media on the server and then add the server into the OPS Console to activate SIP Services to receive calls.
|
|
|
15. If you had to implement new call center requirements for a new business group, what questions would you ask the business group?
|
I would ask if there was any current documentation of requirements and if not, I would setup a discovery meeting to ask them what their various business units were, hours of operations, number of skills, number of agent per skill, reporting needs, and document the call flows that were necessary.
I would document the DIDs or TFNs that are going to be used so that I can plan when to cut them over to the new environment. |
|
|
16. What experience do you have with CAD and CTIOS?
|
I have implemented both CAD and CTIOS in a default configuration. With CAD, I have modified work flow groups and customized the desktop but only within the GUI. I have not made any custom coding modifications.
|
|
|
17. What experience do you have with Active Directory (AD)?
|
I haven’t done any AD Administration but I have had to work with the AD group at various companies to have them create the IPCC Organization Unit (OU) with the appropriate delegated rights. In order for ICM to be able to integrate into AD, the domain needs to be in Native mode.
|
|
|
18. What experience do you have with SIP?
|
I have worked with CVP 4 and 7 integrated with CUPS SIP Proxy. I have configured SIP v2 Dial Peers on Gateways and also supported SIP Trunks to Verizon and ATT via a MPLS data connection with DS3s and T1s. The only issue I ran into was that the GWY IOS had a bug where DTMF wasn’t being relayed even though dial peers were configured properly. You also need to have a local FXO or PRI to support local 911.
I have also implemented CUBE solutions with AT&T and Verizon where you have SIP to the provider and H323 internally. The gateway needs to be configured to support SIP to H323 pass through and conversion. |
|
|
19. What CVP microapps have you used?
|
I have used M, PM, GD, PD, GS
|
|
|
20. What are the steps to build ICM to VXML studio app?
|
You need to set the call variables in ICM to pass the VXML App name, Router Call Key and Day via To Ext VXML Arrays along with the GS Node and then on the Studio side, create an app with canned elements and deploy it to the VXML Server.
|
|
|
21. How do you troubleshoot VXML Apps?
|
I would monitor the ICM script and see if it failed the GS node, at that point, I would look at the VXML Logs to see what messaging was seen. I would check the audio elements to verify that the media server pointer was correct and also do debug vxml and debug http client messages on the gateway.
|
|
|
22. How do you setup an IP Originated Call Transfer?
|
To allow an agent IP Originated transfer, you need to setup a route point in CM that is associated to PGUSER which would then require a DN/Scrip Select in ICM with the CM Routing Client
|
|
|
23. What experience do you have with TTS/ASR?
|
I have used the PD Microapp for simple TTS but for more advanced TTS and ASR I have used Nuance integration with CVP Studio. With Studio/Audium, there are TTS fields in the Studio elements where you can type in the text and then the VXML server will pass back the VXML message to the gateway for playback.
|
|
|
24. What experience do you have with Studio/VXML development?
|
I have experience with passing variables between ICM and Studio VXML with To and From VXML arrays and the Get Speech (GS) Microapp. On the studio side, I have used the canned elements such as Audio (equivalent to a Play Media Microapp), Menu element (equivalent to a Menu Microapp), Decision element (equivalent to IF Node logic in ICM). I haven’t done any custom Java classes with action elements.
|
|
|
25. What versions of ICM, CVP, CM have you worked with
|
I have worked with ICM 5, 6, 7.15, 7.2 and 7.5. I have worked with CVP 3.1, 4.1 and 7. I have worked with CM 3.x, 4.x, 6 and 7.
|
|
|
26. How would you troubleshoot a CVP Call Busy
|
I would first check to see if the call is entering the ICM script by monitoring the script and see if it getting there or failing the send to VRU etc.
If the call was not entering the script, I would check Router Log viewer to see if you are getting any errors. If you are not seeing anything is Router Log Viewer, then I would start at the ingress gateway and verify the DNIS via debug isdn q931 and verify it is hitting a voip dial peer via debug voip dialpeer. Then I would go to the gatekeeper and check to see if it is matching a tech prefix or zone prefix via debug gatekeeper main 5. At this point I would check to see if the PIMs are up on the PG If the Send to VRU fails, I would check to see if the transfer label and correlation ID is being passed back from ICM to the Gateway and if the VB has a “set transfer label” if the ingress and vxml gateways are combined. If we have separate VXML gateways, then you would not set the “set transfer label” on the VB and the gatekeeper would match the label with a zone prefix and pass the signaling to the VXML gateways. |
|
|
27. How would you troubleshoot a CM PIM Down on a new build?
|
I would go on the PG and check the ICM setup to see if the PIM is pointing at the proper Peripheral ID, CM IP and PGUSER/PWD. I would also verify that the password matches the CM PGUSER and PWD.
I would then verify that the JTAPIGW process is running and if not, I would download it from CM and run it on the PG. For basic connectivity I would verify that I can ping the CM etc. |
|
|
28. How would you troubleshoot a CVP PIM down on a new build?
|
I would go on the PG and check the ICM setup to see if the PIM is pointing at the proper Peripheral ID, CVP IP, VRU Port 5000.
I would check the CVP OPS Console to see if the Call Servers are Up and running Check if services are running on the Call servers |
|
|
29. What are some of the ICM tools you have used?
|
Dumplog, VRU Trace, Procmon, OPC Test, RTTEST
|
|
|
30. How would you implement Hour of Operations?
|
You would typically use a Admin Script that has a User Variable set to 1 or 0 and then in the Routing Script check for that variable with an IF Node and route appropriately.
|
|
|
31. What experience do you have with Call Recording?
|
I have worked with NICE and Verint. The vendor did the install and all we had to do was setup a span port of the voice vlans to the recording server. With newer versions of NICE, there is support for a dual stream where each IP Phone has an additional stream to the call recording server in addition to the call.
This new design allows for a centralized call recording server and removes the need for span ports. |
|
|
32. What experience do you have with Reporting?
|
I have used call types in my routing scripts for Webview canned reports and I have also used SQL Queries for RCD, TCD tables. The new reporting platform is Xenie which is have used briefly.
|
|
|
34. Detailed steps to add new gateway to make it a H323 gateway with PRIs
|
If you have a new voice gateway, first you will need to order the proper VWIC cards for the gateway along with PVDM chips for DSP resources. Then you will need to load the proper IOS via TFTP and configure the gateway with POTS and VOIP dial peers to handle ingress and egress calls.
In CM, you will add the gateway as an H323 gateway and then add it to an existing route group so that it will be used to egress calls. |
|
|
35. How would you troubleshoot a fast busy IPT call to a DID
|
I would check the ingress gateway by doing a debug isdn q931 and then I would check that the DID was matching a voip dial peer via debug voip dialpeer. I would then check to see if the gateway was doing a translation or if CM was doing a translation and then I would also check the route plan report to see if any phones matched the DID.
|
|
|
a. What is AAR?
|
Automated Alternate Routing, so that if you exceed your Locations/CAC, calls are routed via the PSTN
|
|
|
b. What is call admission control Locations (CAC)?
|
ou calculate the maximum concurrent calls and multiple by the bandwidth of your codec (32k for G.728 or 80k for G.711) and specify in the locations which will then be applied to your phone and device pool. If you exceed the locations, a “not enough bandwidth” message will appear on your phone
|
|
|
c. What are Device Pools and how are they used?
|
Device Pools are a collection of settings such as CM Group, Regions, Location that get applied to the Phone which in turn control what Subscriber the phone registers to.
|
|
|
d. How are CM Groups used?
|
CM Groups typically have a Primary and backup Subscribers applied to it. The CM Group is applied to the Device Pool which controls the Subscriber the phone register to.
|
|
|
e. What are Media Resources?
|
? I have used hardware based Media Resources for Conferencing, Transcoding and Music on Hold. With media resources, the gateway has a maximum supported sessions for Conf and Xcoding and on CM, you add these resources to a MRG and then this MRG is applied to a Media Resource Group List. The MRGL is then applied to the Phones which control the ability to conference and transcode.
|
|
|
f. What are Regions?
|
Regions are where you specify what codecs are used between sites. Typically you use G.711 within your site and G.729 to other sites to minimize bandwidth.
|
|
|
g. What are Route Lists?
|
? Route Lists are a collection of route groups which is Turn have Gateway or GWY PRI Ports applied. The Route Lists are then applied to route patterns to allow egress calls
|
|
|
h. What are Transcoders?
|
Transcoders are what allows a phone to convert between different codecs such as communication to Unity which is G.711.
|
|
|
i. What is PLAR?
|
Plar allows a phone to automatically dial a destination upon getting dial tone. This is done through a isolated PT and CSS on the Phone DN. A translation in CM will have the same PT and will match a translation of nothing (blank) and have a destination of the extension to ring.
|
|
|
37. What experience do you have with QoS?
|
I have implemented Class Based Weighted Fair Queuing (CBWFQ) where you configure the switches to trust the dscp marking of the phone and then on the router you configure a policy that matches ef (RTP) and af31 (signaling) and assigns bandwidth to the priority Queue.
|
|
|
38. How would you troubleshoot a new site that was deployed where the IP Phones were not registering?
|
I would manually change one of the phone settings for a static IP with a static TFTP server to see if it registers and if so, I would then change the DHCP scope to include option 179 which points at the TFTP server.
|
|
|
39. What is the difference between G.711 vs G.729?
|
G.711 uses 80k per call and G.729
|
|
|
40. What Hardware types have you used for voice gateways
|
2800 and 3800 series voice gateways
|
|
|
41. What versions of Unity have you worked with and what configurations have you done?
|
I have mainly worked with Unity VMO with Unity 4.x and Unity Connections 2 and 7.
I have done Unity 4.x and Connections install from scratch. I have created Subscribers, Call Handlers, Directory Handlers and Caller Input I have used Unity DiRT to do backups and restores of subscribers |
|
|
42. What Unity Tools Have you used
|
I have used the various tools in Tools Depot such as Port Tracker, Call Tracer in addition to bulk insert
|
|
|
43. What CM troubleshooting tools have you used?
|
I have used RTMT for getting logs and looking at utilization. I have used Dial Number Analyzer to look at CSS and PT configurations and BAT to do bulk Inserts.
|
|
|
44. How does BAT work?
|
You have to create a .csv file per phone type and then you can bulk import
|
|
|
45. What experience do you have with Call Manager Migrations?
|
I have done upgrades from CM 4.x to 6.x and 7.x by utilizing the Data Migration Assistant (DMA) which imports the configuration DB to the new version and upgrades the schema. What you do is build the new 6.x or 7.x cluster in parallel and then import the DB via DMA.
|
|
|
46. With CM, how many devices can you have per cluster?
|
With CM 6 and 7 with newer G5 MCS Servers, you can have a total of 30,000 devices per cluster.
|
|
|
47. With CM, how many servers can you have per cluster?
|
You can have up to 8 subscribers per cluster typically along with a Pub, TFTP and MoH servers. You can also have a super cluster with more than 8 subs with approval by Cisco.
|
|
|
48. With CM, how many devices can you have per server?
|
With CM 6 and 7 with newer G5 MCS Servers, you can have a total of 7,500 devices per server
|
|
|
49. What experience do you have with Server Builds?
|
I have done RAID 1+0 to setup a mirror or the C: drive for the OS and the D: drive for applications. For the HDS, I have setup Raid 1+0 for the C: OS Drive and RAID 5 or 10 for a stripe set for the DB Drive.
|
|
|
50. How do you migrate from Avaya or TDM system to IPT in a phased approach
|
Typically I would use a tie-line with internal CAS lines and configure POTS dial peers on the gateway to route the appropriate DNs to the Avaya.
|
|
|
51. What is extension mobility?
|
Extension mobility allows a user to log into the phone via the services button and have their extensions follow them rather than having the extension hard coded to the phone. To make this work, you need to create the extension mobility service and subscribe the phone to it.
|
|
|
52. How would you calculate the number of PRIs needed?
|
I would use a erlangB calculator where you specify the length of call and amount of blockage you expect and it calculates the number of PRIs needed.
|
|
|
53. What is NFAS?
|
Non-Facility Associated Signaling (NFAS) allows a gateway to have multiple PRIs that share a single D channel. The purpose of this is to give you more channels for calls.
|
|
|
54. How do you configure over head paging in CM?
|
You will need to create phone lines that have auto answer configured and then make them part of a hunt group / Hunt List that has a broadcast distribution so that they all ring at the same time.
|
|
|
55. How do you configure a Hunt Group?
|
You need to add the phones to a line group and add the line group to a hunt list and assign a hunt pilot to the hunt list. You can change the parameters to make the phones ring in sequence or at once.
|
|
|
56. What experience do you have with SRST?
|
SRST allows a gateway to support basic IPT functionality in the event that the WAN goes down and communication with CM is down. In order for SRST to work, the gateway will need to have POTS dial peers to support the dial plan required.
|
