Wednesday, March 26, 2014

2Ring at Cisco Live! US 2014

It's that time of year again! Isn't it exciting? This year it is all going down in the Moscone Center in San Franciso, CA. 

This is not only Cisco's event of the year, but also 2Ring's. ;) In our booth 328, we will be showcasing our best product portfolio ever. If you have anything to do with Cisco Contact Centers or Cisco Collaboration in general, put us on your bucket list. Michal Grebac and Tom McCain will be more than happy to see you. You will have a chance to put your hands on the latest versions of 2Ring DASHBOARDS & WALLBOARDS, 2Ring COMPACT AGENT for Cisco Jabber, 2Ring GADGETS for Cisco Finesse, and much more. We also love those who just stop by to chat about industry trends, and of course, we will have a great giveaway for everyone who visits our booth.

Since our sponsorship of Cisco Live! US is an inevitable tradition, we have created an infographics documenting our success at this show. The numbers have grown every year, and we would be very thankful if you kept us on our growth trajectory ;)

See you all in San Francisco!
The 2Ring Team

Innovation beyond expectation – #CiscoPS14

Yes, the annual Cisco Partner Summit is here! And, it started off amazingly. I am following #CiscoPS14 virtually on two screens. On one screen I have a live video feed and on the other one I have a live Twitter feed. It’s truly fascinating. For a little while I thought we might crash Twitter again, like we did at Cisco Live! US 2013. My feed was moving at an amazing pace!

The motto of CiscoPS14 should be “Cloudy with a chance of innovation,” right? Why is that?

The most amazing as always are demos! Jim & John demoed a unique waste management system running on the cloud. It was unique, spot on, and very intuitive. Would you ever consider competing with your neighbor in “trash wars”? That would be fun and useful at the same time. Even the Discovery Channel might shoot a series of “Trash Wars” eventually. Who would win the recycling wars on your street?

Anyhow, day 2 is upon us and I personally can’t hide my enthusiasm. I have installed Cisco's "Play Along” app on my smart phone and am going to give it a spin even though I am a thousand miles away from Las Vegas. So, let’s connect the previously unconnected!

See you all today! 

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Monday, March 24, 2014

Welcome, 2Ring PRECISION SKILLING, a New Member of the 2Ring GADGETS for Cisco Finesse Family

Two short notes on 2Ring PRECISION SKILLING:

  • It is only available for Cisco Unified Contact Center Enterprise (UCCE) and also for Package UCCE, in both cases for version 9 and later. 
  • It is offered in a bundle with other GADGETS for Cisco Finesse, but it is a web-based solution built using JavaScript and HTML. As such, it doesn't require Cisco Finesse for its existence and it can run in a separate browser tab.

What is this good for? Why should I care?
I am going to help myself here with a partially modified quote from one of the major US-based resellers who came to us with this request, "Legacy skills based routing allows you to assign skills to multiple agents at once, so in essence the new Precision Routing feature is a step backwards in that regard since with the Cisco CCE / PCCE Precision Routing feature, Cisco doesn’t include any user interface functionality to assign Precision Routing 'attributes' to more than one agent at a time. Any chance you have a gadget for that?"

As mentioned above, we have a solution that you can host inside of 2Ring BROWSER Gadget for Cisco Finesse or run in a separate tab of your favorite browser. Here is a screenshot to prove the solution's existence:

We focused on the supervisor's experience, so 2Ring PRECISION SKILLING provides a neat table listing agents and their skills / attributes, and on top of that

  • Skills and agents can be filtered by using a filtering box in each column. Entering a value will immediately display rows (agents) that match the entered value (< (less than) and > (above) symbols can be used for proficiency)
  • Rows can be ordered by clicking the column name. To reverse the order, click again on the same column.
  • Changed and not yet saved skill values are highlighted with a different background color until successfully saved. After successful publishing, the background is changed back to the default color.
  • A value can be changed by double clicking a cell (or by hitting the Enter key) and then entering the appropriate value. It is possible to change both types of skills - Boolean (checkbox) and/or Proficiency (1-10 value). If a cell is empty, the default value will be displayed for a short period of time.
  • Keyboard shortcuts for cell selecting and editing are supported as well:
    • Arrow keys – select cell, plus lower or increase proficiency skill
    • Esc – leave cell without changing the value
    • Enter – start and confirm editing
    • Number – place a value for a proficiency attribute
    • Space – place a value for a Boolean attribute
    • Delete – clear a value
  • Hide attributes that you don't want to see

To Wrap this Up

If you have a customer interested in precision routing, and this customer asks you if it is possible to assign attributes to multiple agents at once, you can say "Yes, let me schedule a live demo with 2Ring - they have developed a solution for that and they also have a few other Gadgets for Cisco Finesse + a very cool wallboard solution that I believe you should see too." Preferably, you have already mentioned our solutions before this precision routing feature. ;)

Back to UCCX
If you are a Cisco UCCX customer and read this blog all the way down here, and you are interested in 2Ring PRECISION SKILLING solution, please reach out to us. If there are enough of you, we will consider building this for the UCCX platform as well.

To stay in touch, please consider following us on Twitter. No junk content. If you are interested in Cisco Finesse, you should also consider joining the Cisco Finesse group on LinkedIn.


Saturday, March 22, 2014

How to Integrate 2Ring DASHBOARDS & WALLBOARDS with Cisco Finesse - Sneak Peak 3

The upcoming release of 2Ring DASHBOARDS&WALLBOARDS (DW) will allow you to display any of your layouts via the use of 2Ring BROWSER Gadget

A good screenshot is worth thousands of words, so here it is:
So, how can you get 2Ring DW layouts into Cisco Finesse?
The configuration of 2Ring BROWSER tabs can be the same across the entire contact center, but it can also be team specific. This gives you the power to divide agents into groups and thus create a group specific tab in 2Ring BROWSER. This group-specific tab will be a member of a screen group in 2Ring.DW (imagine it as another plasma TV hanging on a wall for a specific group of agents to see). Using the CONFIGURATION Tool of 2Ring DW, you can change which layout to display to any of the 2Ring DW screen groups / groups of agents.

If you also need agents to have the option to occasionally view a different set of real-time data, or if you only want agents to view 2Ring DW layouts within Cisco Finesse on days when they work from remote locations, simply configure 2Ring infoPANEL Gadget to include an additional button to serve as a bookmark for any of the screen groups. If pressed, a new tab in 2Ring BROWSER Gadget will open and display the desired content served by 2Ring DW. Again, the configuration of infoPANEL can be team-specific, so each group of agents can see a different set of buttons and thus access a different set of 2Ring DW layouts.

If you are excited about the upcoming release of 2Ring DW, also read these two blogs:
To stay in touch, please consider following us on Twitter. No junk content. If you are interested in Cisco Finesse, you should also consider joining the Cisco Finesse group on LinkedIn.

And remember, the release date for 2Ring DW v4 is set for the end of March - and our free trial served from MS Azure will be upgraded shortly after.


Monday, March 17, 2014

DASHBOARDS & WALLBOARDS v4.0 - Coming to Mobile Devices - Sneak Peek 2 (screenshots)

The upcoming release of 2Ring DASHBOARDS&WALLBOARDS will allow you to access any of the already existing screen layouts on your mobile device - whether you are a fan of Apple, Android, or of Microsoft. It will work everywhere. 

To check on your contact center's performance, all you have to do is to open a bookmark in your favorite browser. There is no need to download and install a device-specific app. Are you excited already? If so, share this blog post via social media and help us spread the word about this awesome release that will be out at the end of March 2014.

You don't believe us? Really? Have a look these preview screenshots then:

Android: List of Layouts

Android: A Screen Layout Detail

iPhoneList of Layouts

iPhoneA Screen Layout Detail

Microsoft Surface: List of Layouts

Microsoft Surface: A Screen Layout Detail

Windows Phone: List of Layouts

Windows Phone: A Screen Layout Detail

To learn more about what version 4 of 2Ring DASHBOARDS&WALLBOARDS will bring, have a look at Sneak Peak blog #1 hereTo stay in touch, follow us on Twitter.


Friday, March 14, 2014

“What happens in Vegas, stays in Vegas” does it really? #ciscops14

Well, I truly believe that Cisco is going to destroy this legend by organizing its Cisco Partner Summit 2014 in Las Vegas. During the week of the event, I think we will be able to change the saying to “What happens in Vegas, the entire world will know about.”

This will be the second partner summit that I will be attending virtually, and like last year I am really excited. Cisco puts a lot of hard work into organizing this event and it is always spectacular. I see that some of the social media ambassadors from last year are coming back, and we also have a few new ones.

I have successfully put together my virtual agenda for #ciscops14, and have seen many great sessions on the list. 2Ring and I are looking forward to this partner summit and the announcements that Cisco executives will make there.

I am looking forward to tweeting, re-tweeting, favoriting, facebooking, blogging and what not. Let’s get ready for Cisco Partner Summit 2014, it is right around the corner!


Follow me @MMBarat & @2Ring4UC