Unified Contact Center Assessment Service Sample Clauses

Unified Contact Center Assessment Service. Service Summary The Unified Contact Center (“UCC”) Assessment Service analyzes the Unified Contact Center solution to verify Authorized Channel’s implementation meets design specification and Cisco best practice for configuration. The Services provide a report output that contains findings, recommended changes, and a diagnosis of potential issues and gaps, based on Authorized Channel’s End User’s forward looking plans. Such analysis and report typically include amongst other information, the following as it pertains to the: Cisco Unified CC System Configuration Audit • Hardware • Software • Sizing Cisco Unified CC System Redundancy and Failover • ICM redundancy • CRS/IP-IVR/CVP redundancy • Gateway, Gatekeeper and CCS redundancy • Cisco Unified CM redundancy • Cisco Unified CM groups Network Connectivity and Network Card Properties Active Directory Cisco Unified CC Process Functionality • ICM, CAD, CTIOS and IP-IVR/CRS/CVP processes • ICM server process settings • Cisco Unified CM process functionality • Cisco Unified CM service activation • CRS/IP-IVR/CVP application server process functionality Cisco Unified CC System Integrity • ICM log files • ICM tools ICM Configuration • CAD server and or client configuration • Cisco Unified CM configuration • CVP configuration • Gatekeeper configuration • Gateway configuration Cisco Unified CC Scripting Implementation (Optional) • ICM scripts • CRS scripts • CVP scripts Backup and Restore • ICM backup and restore • ICM historical data administration • Windows OS Services Settings Location of Services Services are delivered remotely to Authorized Channel. Cisco Responsibilities • Provide Authorized Channel the mechanism to collect the device data from the End User’s network through the following: o Software download – Authorized Channel can download the software necessary to collect the configuration data. • Provide Authorized Channel the Preliminary Assessment Questionnaire for Authorized Channel to complete and return to Cisco. • Analyze the requirements information and data provided by Authorized Channel. • Conduct a virtual meeting with Authorized Channel to present the report output that summarizes the findings, recommendations for improvement, identification of items for remediation, and suggestions as they relate to Xxxxx’s best practices. Authorized Channel Responsibilities • Ensure End User has agreed to the data collection method. • Complete and return the Preliminary Assessment Questionnaire to enable Cisc...
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