Complex MACD and Problem & Change Management

Complex MACD and Problem & Change Management

At Seismic, we have dedicated teams that support customers on Avaya, Cisco and Microsoft products. Our teams use the latest diagnostic tools for accessing and troubleshooting customer reported issues, provide best-in-class service for clients spanning enterprise healthcare, pharmaceutical and insurance industries.

Our teams perform remote programming for potential customers. including tier-1 MAC programming for any adhoc or scheduled requests from our customers. Firmware upgrades, software upgrades and general system support is provided by our tier 1 team. Additionally, account specific teams provide dedicated technical support on a number of complex MAC requests. Advanced technical support and required vendor coordination for any system faults and trunk problems are handled by our tier 3 team, when required.

Some complex MACD issues the Seismic team has handled include :

1. Our client needed to integrate a new audio codec device within the communication manager and session manager.Specifically, we needed to configure the audio codec gateway to work as an analog to VOIP converter for a fax machine. This meant we needed to configure the SIP trunk between the session manager and the audio codec.

The Solution : Our team configured a new SIP entity in the system manager and created a new SIP trunk in the communication manager. We modified call routing in both the communication manager and the system manager. Our team took live traces (from both SM and CM) while testing and confirmed everything was working as needed.

2. Our client needed assistance with porting new numbers via a SIP line.Specifically, we needed to configure a new SIP trunk and port new DID’s from SBC to CM extensions.

The Solution : We configured a new SIP trunk and added adaptations, modifying call routing and dial plans for the required entity. We also administered a new SIP user and tested the call flow by taking session manager traces.

3. Our client requested help with configuring a survey call for a call center site. Specifically, agents at the location required a survey call to be initiated after every support call with their customers.

The Solution : We traced and found that agents were receiving calls via a specific VDN. Our team created a new VDN for survey calls, and updated the VDN with the return destination of the primary VDN. Our team made multiple test calls and confirmed that survey calls were going to the new VDN after completing the support calls.

4. The client reported that the incorrect time was displaying on all of their SIP phones.

The Solution : Our team confirmed that the communication manager was set up with correct time, then logged into the utility server and found that the 46xxx settings file was not configured with the correct DST offset value. They downloaded the settings file, modified the DST offset value and reloaded it into the utility server. The client then restarted their phones and confirmed that the time was showing correctly on the phone display.

5. Our client requested assistance with designing a new call flow. Specifically, they had acquired a toll free DID and wanted to implement dial by name, dial by extension and call routing configured for non-business hours.

The Solution : Our team created a new VDN and designed a new vector as per the requirement, and configured dial by name and dial by extension options in the messaging system. We routed after hours calls to operator, and also created a new holiday table and updated it in the VDN.