The packaging manufacturer was looking to update the servers and software in its call center to maintain Cisco support. MCPc procured and installed all necessary Cisco upgrades, ensuring that data was properly transferred from the old hardware to the new. The updated environment is now able to support the manufacturer’s planned videoconferencing initiatives, which will simplify communication and reduce travel expenses.

This manufacturer was an existing Cisco customer in need of Unified Communications Manager and Unity environment upgrades. With its current servers and software reaching the end of their lifecycles, the company needed to update its call center in order to maintain the highest level of Cisco support.

Having worked with MCPc before, and unhappy with response from its existing Cisco partner, the customer commissioned MCPc for the system upgrades.

After a detailed statement of work was put in place, MCPc followed a structured process for the procurement and installation of all necessary Cisco updates. This ensured that information was properly transferred from the old hardware to the new.

This approach included backing up system information prior to deploying the new hardware, installing the software and reloading the backed-up data. For quality assurance, the two systems were run in parallel for testing followed by cutover and post-installment support.

As part of this process, three Cisco Unified Communications Manager servers were upgraded to version 7.1(3), Cisco Unity voicemail servers were replaced with Unity failover servers, and the customer’s single call center was replaced to include a failover solution.

To ensure a speedy deployment with minimal business interruption, all installation work was done during normal business hours. The cutover was performed when the call center was closed. The entire installation process, from kickoff to completion, took two weeks.

As part of the project plan, MCPc provided support to the customer post-installment to resolve errors any that arose with the new system. The first was a bug that caused icons on the attendant-console software to disappear, making operators and receptionists unable to see who was available via phone. This was quickly identified as a known Cisco bug, and easily fixed once the Cisco patch became available. The second error caused the customer to lose access to historical reports created by call center agents, and was a new bug with no known support or fix. MCPc worked closely with Cisco to identify the error and resolve the problem.

The complete Cisco Unified Communications upgrade guarantees ongoing Cisco support for this manufacturer, including access to Cisco’s 24-hour helpline, online resources and break fix services. The customer also has failover solutions for both its voicemail and call center, which ensure that normal business operations can continue even if the primary voicemail server or call center location were to go down for any reason.

As the company expands globally, it is considering implementing a videoconferencing solution to simplify communication and reduce travel expenses. The call center upgrades completed by MCPc complement these initiatives by properly supporting video and videoconferencing functionality. 

Feedback from the manufacturer was very positive — executives were pleasantly surprised at how smoothly the transition went and impressed with MCPc’s customer service. For example, as added value to the contracted project, MCPc helped the customer resolve an invoicing issue they were experiencing with Cisco.

If your business is looking to update its unified communications environment, Cisco Gold Partner MCPc is available to discuss your needs, and develop a solution for your unique requirements.