Cisco Live US 2018: CAE Location and Keynotes Announced!

Pictured here is the entrance, five years ago, to the Customer Appreciation Event on the last night of Cisco Live US 2013. This was my first CiscoLive and first tech conference at all. I was exhausted from all I’d learned and excited by all the new people I’d met. The conference was in Orlando, FL that year and the CAE was held in a portion of Universal Studios theme park. This all comes full circle because this year I will once again be attending CiscoLive 2018 It will once again be held in Orlando, FL And the Customer Appreciation Event will be held at THE ENTIRE UNIVERSAL STUDIOS FLORIDA PARK! Customer Appreciation Event Info You read that right, for one night only, Cisco customers, employees and other conference attendees will have the whole park to themselves with food, drink, and all that jazz included.While the party itself is from 7:30 to 11:30, attendees will also have non-exclusive access to the Islands of Adventure side of the park starting at 6 so you can get there early, hang out in Diagon Alley and then hop the Hogwarts Express over to the party when the time comes. Can anybody say Geek Overload? Once the party starts all of the attractions will be available to you, rides like Transformers:3D, Harry Potter and the Escape from Gringotts, and Race Through New York Starring Jimmy Fallon just to name a few. There will also be a “festival style” music line-up to be announced later. Considering …

Cisco Voice Servers Version 11.5 Could Not Load modules.dep

About 6 months ago we updated 3/4 of our Cisco Telephony environment from 8.5 to 11.5. The only reason we didn’t do it all is because UCCX 11.5 wasn’t out yet so it went to 11. While there were a few bumps in the road; resizing VMs, some COP files, etc. the update went well. Unfortunately once it was done we starting having a glorious issue where after a reboot the servers sometimes failed to boot, presenting “FATAL: Could not load /lib/modules/2.6.32-573.18.1.el6.x86_64/modules.dep: No such file or directory”. Any way you put it, this sucked. The first time this happened I call TAC and while they had seen it, they had no good answer except for rebuild the VM, restore from backup. Finally after the 3rd time (approximately 3 months after install) the bug had been officially documented and (yay) it included a work around. The good news is that the underlying issue at this point has been fixed in 11.5(1.11900.5) and forward so if you are already there, no problems. The issue lies with the fact that the locked down build of RHEL 6 that any of the Cisco Voice server platforms are built on don’t handle VMware Tools updates well. It’s all good when you perform a manual update from their CLI and use their “utils vmtools refresh” utility, but many organizations, mine included, choose to make life easier and enable vCenter Update Manager to automatically upgrade the VMware tools each time a new version is available and the VM is …

Vegas Baby! Heading to CiscoLive! 2016

As 2016 moves into April we find ourselves ready to go into the conference season once again. For the past couple of years I’ve been to VMworld because that is where my work has had me focused, but for the same reason I will be heading the Cisco Live in Las Vegas, NV this year. The event will be held at the Mandalay Bay Resort July 10-14. Yes it will be hot, but let’s be honest you are going to be inside most of the time. This is the 2nd time I’ve attended Cisco Live US (you may see it referred to as #CLUS quite a bit) and if this is anything like the last time it’s going to be great. I have been particularly impressed with the content they make available and the community that has grown around it. What to do The first and foremost thing you should check out at Cisco Live is the always excellent sessions throughout the conference. If you are new to conferences this is actually something to consider sooner than later; the session catalog is currently up and the scheduler will open on May 3. I recommend that if you have any particular sessions or focus you are looking at with this trip go ahead and have a list done early and then be ready on the 5/3, many popular sessions will fill up quickly and nobody wants to wait in the overflow line. 😉 To be honest if you just look at the …

3 steps to really reset a Cisco 7900 Phone

Recently had some issues with one of our phones at the office and you know how it goes, reboot it. What you may not know is that there are different levels of “reboot” for the 7900 series phones, each of which are a little more pervasive. In this post I’ll outline how to go about performing these 3 ways to reset your desk phone to cure what may or may not be ailing you. I. The Simple Reset Sure you could go into ccmadmin and hit the reset button but that doesn’t work as well if you are standing right in front of it.  A quick reset can be performed by doing the following directly from the device Hit the settings button on the device Hit **#** on the keypad You should then see the screen display the “Resetting…” message followed by a reboot II. Configuration Erase When you boot your 7900 series IP phone as part of the boot sequence it reaches out to your Publisher’s TFTP server to grab a copy of either its specific configuration file or if none exist the default configuration file. Once this occurs it is stored locally to allow for quicker subsequent reboots. From time to time this locally cached copy will get gummed up and it is necessary to erase it and have it download a fresh copy. To do this the steps are Hit the settings button on the device Hit the **# buttons in order, afterwards you will see “Settings …

Configuring Networking for Nimble-vSphere iSCSI

One of my last tasks for 2014 was integrating a new Nimble Storage array into our environment. As this is the first of these I’ve encountered and I haven’t been able to take the free one day Nimble Installation and Operation Professional (NIOP) course they provide I was left to feeling my way through it with great help from their documentation and only ended up calling support to resolve a bug related to upgrading from 2.14 of the Nimble OS. On the network side our datacenter is powered by Cisco Nexus 3000 series switches, also a new addition for us recently. These allowed us to use our existing Cat6 copper infrastructure while increasing our bandwidth to 10 GbE. In this post I’m going to document some of the setup required to meet the best practices outlined in Nimble’s Networking Best Practices Guide when setting up your system with redundant NX-OS switches.

Updating the Code of a ipbase Licensed Cisco Catalyst 3750X Switch Stack

Here in the office the Access Layer of our switching infrastructure is handled completely with a 7 unit stack of Cisco 3750X switches.  There is no need for these to do any routing other than intervlan so when purchased 3 years ago we just ordered the IP Base licensing level.  Well from what I can tell there is a universal code base and a licensed feature level of each code revision.  The universal naming convention looks like c3750e-universalk9-mz.122-55.SE1 while the ipbase looks like  c3750e-ipbasek9-mz.150-2.SE6.  What I found is that I do not have the ability to download the universal code of later releases due to my licensing level and possibly the lack of SmartNet I keep on these, but I do have access to the ipbase code.  When attempting to update the code on this stack I was presented with the error

After some searching I found reference to others trying to go from IP Base to Advanced IP Services code having to put the /allow-feature-upgrade switch on the archive download-sw code in order to allow the upgrade as well as it seems a downgrade.  Evidently this feature came about with IOS version 12.2(35).  Now the upgrade progressed and I have happy little upgrades switches.

Another note about this upgrade I found in the official release notes is any upgrade from 15.0(2)SE to later will result in a microcode upgrade which when unmitigated will lead to an exceptionally long restart of the switch.  You can mitigate this either by using …

Cisco Unified Contact Center Express Scripting Stuff

I recently participated in one of Cisco’s Collaboration User Group (CUG) briefings on scripting their Contact Center Express product.  While I took the official class, UCCXD, I haven’t really had to do much with it because we had a vendor taking care of stuff for us.  Well, that has now gone by the wayside so I’m trying to get myself back up to date on how to manage the application powering our call center.  I had forgotten how much of a PITA it was to find the scripting documentation on Cisco’s site, so after finding it I thought it prudent to Provide a listing and some links here so I can find it later (and for you if you need it.) The scripting documentation for UCCX is organized into 3 separate documents.  The general link for all supported version is to here.  The links below are for the current 9.0 release. The Getting Started Guide– Intro to the Script Editor application and basics of UCCX programming. Step Reference Guide– Describes the various different steps available for decision making. Expression Reference Guide– Describes the various supported expressions available. One thing I learned in the CUG briefing is that included in each version’s documentation bundle, but evidently not linked anywhere that I can find on Cisco’s site, is a Sample Script Repository.  This is updated for each release. Finally if you work with Cisco collaboration/ voice products much I highly recommend that you think about joining CUG as it has proven to be …

Allowing Supervisors to Modify Skill Levels in UCCX 9

Since we installed Cisco’s Call Manager Express call center system a couple of years ago I could set my watch by the requests from our group of supervisors to modify the skill level of our various agents for the various Customer Service Queues (CSQs).  Generally at the same time they will request access to do this themselves.  Imagine my excitement when UCCX 9 was released and one of the features was a mobile browser application called, creatively, Mobile Skill Manager to do just that.  Further you can imagine my chagrin when after upgrading we quickly realized that the app doesn’t work particularly well at this point, either in a mobile browser or through any of the major standard browsers. So to twitter I went trying to find a way to make this happen and lo and behold I found the answer within the System Parameters of UCCX.  Start by logging into the web interface and look in System> System Parameters.  Then under the Application Parameters section you will find an option called “Supervisor Access.”  By default this will be set to No Access to Teams, and if you want to provide access you will need to choose one of the other two options depending on  your need, Access to All Teams or Access to Supervisor’s Teams only.  For us we chose the former because we are a relatively small call center where all the Supervisors cross train. So what does this do?  Changing this setting allows Supervisors access to a …