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stevewm posted:I'm guessing the decision to purchase said system was made by someone who didn't actually have to support and/or use it, and they didn't bother to get any input from anyone else? All above my pay grade friend.
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# ? Mar 5, 2018 22:11 |
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# ? Mar 28, 2024 20:32 |
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MF_James posted:Looking for someone somewhat versed with Avaya IP Office (I think Wolrah frequests this thread, maybe others as well). We just had it implemented (please laugh at our company for buying this piece of poo poo), it's been a shitshow so far and our call center stats are fukt. Really what I'm needing some info on is if there's a way to create a custom dashboard, there's the IPO System Status (or System State) and it's a dashboard that shows active calls, queued calls, status etc etc. Frankly it loving sucks and we'd like to be able to hook into the DB and pull that data and make our own pretty pictures, is there a way to do this? If there's any public documentation you can point me to I'll take a look around and see if I can give you any ideas, but given my experiences with other vendors I'm assuming they hide all the actual information behind logins.
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# ? Mar 5, 2018 23:00 |
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MF_James posted:Looking for someone somewhat versed with Avaya IP Office (I think Wolrah frequests this thread, maybe others as well). We just had it implemented (please laugh at our company for buying this piece of poo poo), it's been a shitshow so far and our call center stats are fukt. Really what I'm needing some info on is if there's a way to create a custom dashboard, there's the IPO System Status (or System State) and it's a dashboard that shows active calls, queued calls, status etc etc. Frankly it loving sucks and we'd like to be able to hook into the DB and pull that data and make our own pretty pictures, is there a way to do this? There's lots of reasons I hate Avaya, but not being able to do reporting on non call center solution isn't one of them. Sorry friend First do this: https://www.asterisk.org/ https://www.freepbx.org/ Then do this: https://www.getisymphony.com/ And then you'll be completely responsible for everything and the call center manager will be coming for your head every time some lazy employee just leaves their phone off the hook for an hour saying "oh I can't get calls"
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# ? Mar 5, 2018 23:18 |
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Thanks Ants posted:Oh my loving god it's not a call centre solution. Thanks for the info, our callcenter is roughly 20-25 concurrent users, 40-50 people total, so nothing huge going on here, is this: http://oaksi.com/#/evolve geared towards larger stuff or does it scale down well (cost/whatever)? If you know. GnarlyCharlie4u posted:There's lots of reasons I hate Avaya, but not being able to do reporting on non call center solution isn't one of them. Sorry friend Thanks, I am very wary of getting into something this involved since I'm already absolutely slammed; I doubt I would have the resources to deal with figuring this out, deploying it and then supporting it. MF_James fucked around with this message at 23:23 on Mar 5, 2018 |
# ? Mar 5, 2018 23:18 |
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Should be fine at that scale. For anybody your size I would have said to look and see if Amazon Connect fits the bill, but you have a system now.
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# ? Mar 5, 2018 23:23 |
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Thanks Ants posted:Should be fine at that scale. For anybody your size I would have said to look and see if Amazon Connect fits the bill, but you have a system now. I'm not a decision maker and the only really technical guy that is, did not want the Avaya system, but was overruled by non-technical people because the VAR promised the world; now the world is on fire and is actually full of holes.
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# ? Mar 5, 2018 23:46 |
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Is it actually a box that things plug into or a virtual server? IP Office is bad enough but still deploying the boxes is lol-worthy.
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# ? Mar 5, 2018 23:55 |
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Thanks Ants posted:Is it actually a box that things plug into or a virtual server? IP Office is bad enough but still deploying the boxes is lol-worthy. We have a physical something or other and 2x IPO VMs, I have nothing to do with any of this, when the VAR came in they said that OurCompany should keep technical people away from configuring the call routing/flow because we overthink it and gently caress it up, so I was boxed out of everything. Now the world is on fire and it's slowly coming to a head that "Hmm maybe we shouldn't have listened to the company that was $$$ForEverything and instead brought in the guys at the top of our technical chain because they are smart and know how to push buttans good". My partner spun up some VMs for them, appliances and windows devices, plugged in whatever their proprietary box is (I think it handles analog phones and maybe something else?)
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# ? Mar 6, 2018 00:12 |
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Jesus Christ, MF. How have you not thrown up your arms and gone "you stonewalled us at every turn on this, get your drat VAR to fix it."
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# ? Mar 6, 2018 00:15 |
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Yeah, that. Analogue phones, jesus.
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# ? Mar 6, 2018 00:17 |
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Thanks Ants posted:Yeah, that. Analogue phones, jesus. Analogue phones are backups for when our PRIs fail AND the SIP trunks in our DC fail. i.e. massive network outages and poo poo like that. We are not actually using analogue phones regularly (although due to some idiotic stuff with the configuration from the VAR we were taking a lot of calls from those phones on Sunday from what I hear) Avenging_Mikon posted:Jesus Christ, MF. How have you not thrown up your arms and gone "you stonewalled us at every turn on this, get your drat VAR to fix it." Kicking the horse that pays you when it's down is not a good way to stay employed. Our bread and butter business is call center, I only make money because that is around so I'm not going to be a dick about it, but I will bring it up later.
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# ? Mar 6, 2018 00:24 |
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Verizon is getting off copper entirely and going to Lightspan devices or swapping everyone to an ONT to use fiber to connect sites that still have analog devices. So the only real argument we had preventing us from sticking with POTS, "well the phones will work when the power is out" is no longer valid. Any yet... we're about to blow a couple or three hundred thousand dollars on a new NEC PBX I have no loving clue why. We've already deployed a bunch of Asterisk PBX to use in the meantime while our building is being renovated and our utilities are cut off. I mean... talk about a proof of concept, we're literally running the entire org right now anyway, but we're going to switch back to analog and pay a quarter million dollars to do it. Management is terrible.
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# ? Mar 6, 2018 00:30 |
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We had a VOIP implementation get rolled back because the Comptroller couldn't figure out how to set up an autoattendant for out of office and ran poo poo up the chain all the way to the C levels.
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# ? Mar 6, 2018 01:42 |
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we operate only on carrier pigeons, our turn around time is in the low single digits of weeks
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# ? Mar 6, 2018 15:00 |
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I never quite understood why VOIP and telecom is as complicated as it is. Like I mean you'd start at "can make and receive calls" and go from there, right?
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# ? Mar 6, 2018 15:22 |
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Vargatron posted:I never quite understood why VOIP and telecom is as complicated as it is. Like I mean you'd start at "can make and receive calls" and go from there, right? I once ran into an issue with a new IVR regarding DTMF tones (the signal when you use a number input on a prompt). The IVR was only recognizing every other tone. I ran packet captures and proved the VOIP gateway was sending each tone through. It turns out there are like three standards for DTMF signals and if your SIP provider, VOIP gateway, and IVR don't all agree on what to use it can lead to some signals being completely ignored. VOIP sucks.
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# ? Mar 6, 2018 15:53 |
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Vargatron posted:I never quite understood why VOIP and telecom is as complicated as it is. Like I mean you'd start at "can make and receive calls" and go from there, right? A lot of less well known VoIP protocols are built on top of this legacy, H.323 and MGCP for example. SIP-based VoIP is actually pretty simple. The problems come in when traditional telecom vendors like Avaya get involved and want to keep doing things as much like they're used to as they can get away with. Stick to standards-based systems and vendors and it's pretty easy to deal with 99% of the time.
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# ? Mar 6, 2018 15:57 |
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People freak out about network outages and not being able to use VoIP phones. If you've got geographically dispersed servers it should never be a problem. You don't need a hundred POTS analog phones laying around in case there is a catastrophic failure because everyone has cellphones. If cellphone service goes out when your VoIP network crashes, then you've got bigger problems anyway. There are IMO very few reasons to get a POTS line anymore, and most of them are "we have no other options/no internet connectivity because we're on the top of a mountain or in the middle of a jungle and they can't run it."
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# ? Mar 6, 2018 16:04 |
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We have pots lines in one of our plants because none of our god drat cell phones work there.
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# ? Mar 6, 2018 17:46 |
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I have been requested to get my VCP6-DCV. Should be fun.
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# ? Mar 6, 2018 17:51 |
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funmanguy posted:we operate only on carrier pigeons, our turn around time is in the low single digits Aha, did you go for the RFC1149 or RFC 2549 implementation?
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# ? Mar 6, 2018 18:40 |
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LochNessMonster posted:Aha, did you go for the RFC1149 or RFC 2549 implementation? Lost it at "an example of packet loss".
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# ? Mar 6, 2018 18:52 |
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Vargatron posted:Lost it at "an example of packet loss".
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# ? Mar 6, 2018 18:58 |
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Few things give me more joy at work than deleting a PM's overzealous conference room hogging. No, you aren't going to reserve one of our high capacity conference rooms for 70% of the day for months at a time. This isn't your personal workspace. Your meetings rarely have more than 4 people. Use the dozens of other conference rooms with lower capacity just waiting for your dumb catch up meetings. I don't give a poo poo if this causes you more work. People treat this poo poo like the land rush. All because she gave me pushback when I told her the conference room was going to need to be taken over for part of the day for a wireless site survey and some re-positioning of AP's. The little poo poo was trying to take over a 40 person conference room until July.
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# ? Mar 6, 2018 21:12 |
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Sickening posted:catch up meetings Ugh
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# ? Mar 6, 2018 21:17 |
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We are also firing a Dev-ops idiot today that I despise. The smug, unlikable twat had his manager concerned that he wasn't using his time at work productively. He always seemed preoccupied with other things instead of his own projects. The CIO wanted an brief investigation done on his web habits, etc, which is fast and painless with our logging. Basically the kind of thing that would spark "Stop watching netflix at work and do your job." Welp, turns out that brave little ithacus is running his own mini-msp service to a few clients which he is servicing on our dime. Brazen as poo poo considering he didn't even attempt to use a vpn to hide the traffic.
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# ? Mar 6, 2018 21:27 |
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Probably less "brazen" and more "dumb as gently caress".
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# ? Mar 6, 2018 21:28 |
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Vargatron posted:Probably less "brazen" and more "dumb as gently caress". I heard a tale from a coworker about his time at a local school district. He was brought on board after the previous guy was found to have created an ISP/hosting service using the school's network connection and several of the servers. Yeah, they weren't big on oversight at the time.
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# ? Mar 6, 2018 21:54 |
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Vargatron posted:Probably less "brazen" and more "dumb as gently caress". It's this. Then again the amount of poo poo people get away with for a long time because they aren't being monitored properly is huge. The guy who was a helpdesk tech before I started with this company was running his own porn server off company server hardware. Kashuno fucked around with this message at 22:09 on Mar 6, 2018 |
# ? Mar 6, 2018 22:05 |
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wolrah posted:Traditional telecom is as complicated as it is because it's a lot like Windows, they just kept building on top of the last thing. Agreed. We have some IP Office boxen and recently got some Grandstream UCM boxes (they run Asterisk, with a customized Web GUI). Frankly the Grandstreams are much easier to configure and use, and work with any vendor's phones. They are also considerably cheaper. The IP Office systems remind me of older analog phone systems with both terminology and the way they are configured, any they only work with Avaya phones. IP Office, never again.....
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# ? Mar 6, 2018 22:56 |
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wolrah posted:Traditional telecom is as complicated as it is because it's a lot like Windows, they just kept building on top of the last thing. I remember studying for my CISSP and the telecom security section basically started out with "So to understand telecom security today let's first go back to the 1950s..."
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# ? Mar 7, 2018 03:27 |
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I think I'm finally getting the chance to move from pointless IT fieldwork to engineering or at least the first steps. The Engineering Lead at my company told me I'd be configuring a non-Cisco switch which is obviously a test to see if I'm capable. I've been looking up HP and Aruba and it seems like the same thing just different commands. This appears to be a very simple task. Anything tricky I'm missing? I was nervous talking with him though and know I didn't impress. But he said would talk to the head of the department so my schedule could be changed. People don't just say things like that if they aren't going to do it. I hope I get that email from him or the head of the department soon though. Nervous like being excited to go on a big date.
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# ? Mar 7, 2018 08:31 |
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HP/Aruba can mean - ProVision (Procurve OS) - Comware (3com/H3C acquisition) - ArubaOS I've only worked with the ProCurve line. It's very similar to IOS, but the way you tag VLANs to ports is backwards compared to Cisco - you put ports in VLANs in one system, and you tag VLANs onto ports in another. I can't remember which is which, I just press tab until it makes sense again. Have a look at https://hpepress.hpe.com/product/ArubaOS-Switch+Comware+and+Cisco+IOS+CLI+Reference+Guide-PDF-18113
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# ? Mar 7, 2018 12:32 |
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Most of the companies that produce managed switches modeled after Cisco IOS, so it's all very similar and there will just be a few nuances to it, as Thanks Ants pointed out. Had to work on a Brocade switch once and other than some different terminology (a trunk port was called something else, etc), it was the same stuff.
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# ? Mar 7, 2018 14:25 |
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stevewm posted:Agreed. We have some IP Office boxen and recently got some Grandstream UCM boxes (they run Asterisk, with a customized Web GUI). Frankly the Grandstreams are much easier to configure and use, and work with any vendor's phones. They are also considerably cheaper. The IP Office systems remind me of older analog phone systems with both terminology and the way they are configured, any they only work with Avaya phones. I have one of the Grandstream boxes in for testing right now and am really liking it. By "work with any vendor's phones" are you just referring to being able to support another phone if manually configured, or have you found a good way to actually template the configs for other vendors in the things? I haven't been able to figure out the second part, and amusingly the built in templates actually don't even support Grandstream's own GXP17xx series. I like the Grandstream PBX so far but IMO their phones are worse than Yealink (and their config file format is absolutely insane, everyone responsible for that abortion should never be allowed to program anything ever again).
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# ? Mar 7, 2018 15:43 |
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Thanks Ants posted:HP/Aruba can mean The vlanning is so dumb on that hardware that I want to throw it all in the dumpster. Sickening fucked around with this message at 16:14 on Mar 7, 2018 |
# ? Mar 7, 2018 16:09 |
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ProCurve was pretty much all we used at my previous job and I never, ever got used to the VLAN tagging conventions.
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# ? Mar 7, 2018 16:13 |
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wolrah posted:I have one of the Grandstream boxes in for testing right now and am really liking it. By "work with any vendor's phones" are you just referring to being able to support another phone if manually configured, or have you found a good way to actually template the configs for other vendors in the things? I haven't been able to figure out the second part, and amusingly the built in templates actually don't even support Grandstream's own GXP17xx series. I meant work with other phones as far as SIP goes. I've not tried to do any configuration with another one. BTW, You can add support for the GXP17xx series easily.. Under ZeroConfig, go to the Model Updates tab, find the GXP17xx model you want and click the download button in the Options column. I've not messed directly with any of the Grandstream config files, only used ZeroConfig. Have you messed with P codes yet? They let you customize every single setting via ZC without having to manually edit config files.
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# ? Mar 7, 2018 16:28 |
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Nothing will ever be less friendly to VLAN-tag than Nortel.
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# ? Mar 7, 2018 16:32 |
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# ? Mar 28, 2024 20:32 |
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Sickening posted:The vlanning is so dumb on that hardware that I want to throw it all in the dumpster. Trips me up quite a bit but I can't really say that doing VLANs is an everyday thing and you do get used to it eventually. I'd rather that than having to type 'do' all the time in IOS, with the defaults of trying to resolve every mistyped command and logging synchronous not enabled
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# ? Mar 7, 2018 16:52 |