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Coaching to Hold Time for Contact Center Agents

By Guest Author - William Balvanz

William Balvanz is the Training Specialist at Voyant, a US-based UCaaS provider. He has years of experience in the call center space, as well as cloud-based communications. We have once again called on William to provide some direction as to how to improve one of the most critical cost-impacting metrics in the contact center space - average handle time.

Managing Average Handle Time for Contact Center Efficiency

By Guest Author - William Balvanz

William Balvanz is the Training Specialist at Voyant, a US-based UCaaS provider. He has years of experience in the call center space, as well as cloud-based communications. We have once again called on William to provide some direction as to how to improve one of the most critical cost-impacting metrics in the contact center space - average handle time.

Seven Steps to Improving Your Agent’s First Call Resolution

By Guest Author - William Balvanz

William Balvanz is the Training Specialist at Voyant, a US-based UCaaS provider. He has years of experience in the call center space, as well as cloud-based communications. We have once again called on William to provide some direction as to how to coach your agents toward First Call Resolution for your customers.

How to use Contact Center Messaging to Your Advantage

By Dave Gilbert

Within a call center queue there exists the opportunity to tailor your messaging for best impact. Entrance messages, Messages on hold, and Comfort messages are the three main areas of concern. We will explore these three sections and offer advice on how to maximize the impact of these messages.

Which Contact Center KPI Reigns Supreme?

By Guest Author - William Balvanz

William Balvanz is the Training Specialist at Voyant, a US-based UCaaS provider. He has years of experience in the call center space, as well as cloud-based communications. We have once again called on William to provide insight to the difference between Adherence and Compliance when evaluating agent performance.

Six Steps for Improving Your Abandonment Rate

By Guest Author - William Balvanz

William Balvanz is the Training Specialist at Voyant, a US-based UCaaS provider. He has years of experience in the call center space, as well as cloud-based communications. William has agreed to put together an article addressing one particularly tricky metric in a call center.

Buyer's Guide to UCaaS

Is your phone system reaching the end of its life? Perhaps there are features you would like that aren't supported by what you have now, or maybe your business is moving to a state where there is a more distributed workforce and communication is currently clumsier than you would like?

Making the Wireless Headset Decision: DECT vs. Bluetooth

As you’re hunting around for wireless headsets to go with your unified communications implementation (because, as we’ve discussed, a proper headset is crucial to user acceptance), you’ll likely come across the DECT standard. You may find yourself wondering just what DECT is and how it differs from Bluetooth. This simple post will, hopefully, put the matter to rest.

Why Everybody Needs a Hosted Contact Center

On the surface, contact centers seem to evoke an image of a very specific deployment. Rows of cubicles, with telephone operators chained by their headsets to their workstation. Processing payments, answering customer service inquiries, or providing technical support by following a script, these agents provide a specific service to a specific caller. To be sure, this is a common application. But, as we will show you in this article, there are many other uses for the technology.

CCNA Data Center 640-911 DCICN – Note 18, IPv6 Introduction

By italchemy

This is my first blog in 2016, I have been on holiday mode as I have been on one the longest annual leave in my life. Hope you understand the family commitment when you and your kids are on summer holiday (here in Sydney, Dec/Jan/Feb is blazing summer).

 

IPv6, the history and does it really matter to you or anyone?

The simple answer is YES, then why? The single biggest driver behind the development and introduction of IPv6 is  a long prediction of lack of usable IPv4 IP addresses since the explosion of World Wide Web (www) in 1995. The www development goes back to 1991 and then the introduction of grandfather web browser, Mosaic was first introduced in 1993. By year 1995, one third of IPv4 addresses were consumed, by year 2000, half of all IPv4 addresses were use.

As reviewed in previous notes, IPv4 consists of 32 bit address structure and theoretically that should give us 2 to the power of 32 IP addresses, that is 4294967296 IP addresses or roughly, 4.3 billion IP addresses . But not all IP addresses are usable such as the reserved IP addresses for private network use as well as the Class E addresses reserved for development and testing purposes. In other words, only around 2.5 billion IP addresses are true usable addresses. If you just check out our world’s population today ( http://www.worldometers.info/world-population/, China = 1.407 billion and India = 1.2912 billion people,), just looking at top two countries’ population figures, you can feel the IPv4 address shortage on your skin. The trend is that the world’s network has been doubling in size every year for the past 15 years. (https://en.wikipedia.org/wiki/IPv4_address_exhaustion)

With the advancement of new technologies comes the rapid deletion of available IPv4 IP addresses. Anything that’s related to mobile communications and entertainment as well as all other areas seems to be needing more and more IP addresses for everyday use. In the past, it was expected that all the IPv4 addresses would be depleted by 2011 but it is 2016 and we are still using IPv4 address without much thought, all thanks to the counter measures put into place to slow down the IPv4 IP address deletion. e.g.) The fine art of sub-netting, a practical use of DHCP and IP Natting.

 

 Quick note on history of IPv6:

1990 – IETF had predicted that all class B IPv4 IP addresses will be deleted by 1994
1991 Nov – IETF formed  ROAD (ROuting and ADress) Group in Santa Fe, US.
1995 – IPNG (IP Next Generation) Workgroup had written and submitted ‘RFC 1883’, this RFC has become the foundation of current IPv6.
1996 – 6Bone was introduced. 6Bone was a test-bed for IPv6 vulnerabilities connecting 57 countries across 1100 sites.
1999 – IPv6 Forum was launched to standardize the use of IPv6
2006 Jul 06 – 6Bone was decommissioned after 10 years of testing.
Current – Majority of IP products are manufactured with IPv6 capabilities and compatibility. IPv6 is slowly phasing out IPv4 around the world.

Source: https://en.wikipedia.org/wiki/IPv6

 

Quick note on 10 Advantages (Characteristics) of IPv6:
1. Larger IP address space than IPv4, 32 bits based IPv4 vs 128 bits based IPv6
2. Better end-to-end connectivity than IPv4
– peer-to-peer application connections such as games, video conferencing, file sharing and VoIP
– No need to use NAT as the shortage of addresses is thing of IPv4
3. Plug-n-Play feature of IPv6
– plug-and-play auto-configuration, e.g.) DHCPv6
4. Simplified Header structures leading to faster routing
5. Better security features
– use of IPSec (a built-in feature)
6. Improved QoS features
7. Improved Multicast and Anycast abilities
8. Better mobility features
9. Ease of administration over IPv4
10. IPv6 follows the key design principles of IPv4

Source: http://www.ipv6.com/articles/general/Top-10-Features-that-make-IPv6-greater-than-IPv4.htm

In the next section, we will look at some characteristics of IPv6 and then in the final section of IPv6, I will demonstrate IPv6 in a simple lab. Happy blogging, reading and all the best with your learning and career in 2016.

Cisco SSH login issue due to old rsa key – “domain-name required when generating rsa key?”

By italchemy

Symptom: Unable to ssh into Cisco router/switches. Also getting “domain-name required when generating rsa key?”

https://learningnetwork.cisco.com/thread/38294
sw3560-1#show ver
Cisco IOS Software, C3560 Software (C3560-IPBASEK9-M), Version 12.2(55)SE8, RELEASE SOFTWARE (fc2)
Technical Support: http://www.cisco.com/techsupport
Copyright (c) 1986-2013 by Cisco Systems, Inc.
Compiled Wed 26-Jun-13 11:18 by prod_rel_team
Image text-base: 0x01000000, data-base: 0x02D00000

ROM: Bootstrap program is C3560 boot loader
BOOTLDR: C3560 Boot Loader (C3560-HBOOT-M) Version 12.2(44)SE5, RELEASE SOFTWARE (fc1)

sw3560-1 uptime is 30 minutes
System returned to ROM by power-on
System image file is “flash:c3560-ipbasek9-mz.122-55.SE8.bin”
This product contains cryptographic features and is subject to United
States and local country laws governing import, export, transfer and
use. Delivery of Cisco cryptographic products does not imply
third-party authority to import, export, distribute or use encryption.
Importers, exporters, distributors and users are responsible for
compliance with U.S. and local country laws. By using this product you
agree to comply with applicable laws and regulations. If you are unable
to comply with U.S. and local laws, return this product immediately.

A summary of U.S. laws governing Cisco cryptographic products may be found at:
http://www.cisco.com/wwl/export/crypto/tool/stqrg.html

If you require further assistance please contact us by sending email to
export@cisco.com.

cisco WS-C3560G-24PS (PowerPC405) processor (revision L0) with 131072K bytes of memory.
Processor board ID FOC1531X3SB
Last reset from power-on
1 Virtual Ethernet interface
28 Gigabit Ethernet interfaces
The password-recovery mechanism is enabled.

512K bytes of flash-simulated non-volatile configuration memory.
Base ethernet MAC Address : A0:CF:5B:74:EA:80
Motherboard assembly number : 73-10213-07
Power supply part number : 341-0108-04
Motherboard serial number : FOC173067FS
Power supply serial number : AZS173007XV
Model revision number : L0
Motherboard revision number : A0
Model number : WS-C3560G-24PS-S
System serial number : FOC1531X3SB
Top Assembly Part Number : 800-26847-04
Top Assembly Revision Number : D0
Version ID : V08
CLEI Code Number : COMBZ00BRA
Hardware Board Revision Number : 0x09
Switch Ports Model SW Version SW Image
—— —– —– ———- ———-
* 1 28 WS-C3560G-24PS 12.2(55)SE8 C3560-IPBASEK9-M
Configuration register is 0xF

sw3560-1#

[bchoi@localhost ~]$ ssh cisco@192.168.185.11
ssh: connect to host 192.168.185.11 port 22: Connection refused

sw3560-1(config)# username cisco privilege 15 password cisco

sw3560-1(config)#crypto key generate rsa usage-keys label cisco modulus 768
The name for the keys will be: cisco

% The key modulus size is 768 bits
% Generating 768 bit RSA keys …[OK]
% Generating 768 bit RSA keys …[OK]

sw3560-2(config)#
00:04:17: %SSH-5-ENABLED: SSH 1.99 has been enabled

 

#Regenerate the rsa key so you can SSH into the device

sw3560-1(config)# crypto key generate rsa usage-keys label cisco modulus 768
sw3560-1(config)# ip ssh authentication-retries 5
sw3560-1(config)# line vty 0 15
sw3560-1(config)# login local
sw3560-1(config)# transport input ssh

SSH into the switch from Linux server (CentOS7.5)

[bchoi@localhost ~]$ ssh cisco@192.168.185.11
The authenticity of host ‘192.168.185.11 (192.168.185.11)’ can’t be established.
RSA key fingerprint is SHA256:YQsNZVYbeGLJRL4Zg+3n9hPzp2LfG8DK49g7Pt9M52k.
RSA key fingerprint is MD5:79:13:16:03:30:a3:66:f5:a4:b2:5d:06:40:31:2a:91.
Are you sure you want to continue connecting (yes/no)? yes
Warning: Permanently added ‘192.168.185.11’ (RSA) to the list of known hosts.
Password:

sw3560-1#

Cisco 3560 reset to factory default

By italchemy

Cisco 3560 reset to factory default

 

Scenario: Got a used switch from my IT dept without user password. Need to perform factory reset for POC testing.

 

************************************************************************

*             A U T H O R I S E D   A C C E S S   O N L Y              *

*                                                                      *

*  If you are not AUTHORISED to use this system logout IMMEDIATELY     *

*                                                                      *

*  This system is the property of Information Management & Technology  *

*  ALL UNAUTHORISED ACCESS TO THIS DEVICE IS PROHIBITED.               *

*  You must have explicit permission to access this device.            *

*  All activities performed on this device are logged.                 *

*                                                                      *

************************************************************************

SYD-CBD-L2-PoE-SW-02>en

 

Password:

% Access denied

 

SYD-CBD-L2-PoE-SW-02>en

Password:

% Password:  timeout expired!

% Error in authentication.

 

Step 1: Press the “Mode” button and plug in the power cable to your switch. Once it comes up with the following prompt, release the key.

 

SYD-CBD-L2-PoE-SW-02>

Boot Sector Filesystem (bs) installed, fsid: 2

Base ethernet MAC Address: a0:cf:5b:72:ea:83

Xmodem file system is available.

The password-recovery mechanism is enabled.

 

The system has been interrupted prior to initializing the

flash filesystem.  The following commands will initialize

the flash filesystem, and finish loading the operating

system software:

 

flash_init

boot

 

 

Step 2: issue “flash_init” command

 

switch: flash_init

Initializing Flash…

flashfs[0]: 390 files, 7 directories

flashfs[0]: 0 orphaned files, 0 orphaned directories

flashfs[0]: Total bytes: 32514048

flashfs[0]: Bytes used: 11877888

flashfs[0]: Bytes available: 20636160

flashfs[0]: flashfs fsck took 8 seconds.

…done Initializing Flash.

 

 

Step 3: issue “rename flash:config.text flash:config.old” command

 

switch: rename flash:config.text flash:config.old

 

switch: boot

 

 

Loading “flash:c3560-ipbase-mz.122-50.SE5/c3560-ipbase-mz.122-50.SE5.bin”…@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

[Omitted for brevity]

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

File “flash:c3560-ipbase-mz.122-50.SE5/c3560-ipbase-mz.122-50.SE5.bin” uncompressed and installed, entry point: 0x1000000

executing…

 

Restricted Rights Legend

 

Use, duplication, or disclosure by the Government is

subject to restrictions as set forth in subparagraph

(c) of the Commercial Computer Software – Restricted

Rights clause at FAR sec. 52.227-19 and subparagraph

(c) (1) (ii) of the Rights in Technical Data and Computer

Software clause at DFARS sec. 252.227-7013.

 

cisco Systems, Inc.

170 West Tasman Drive

San Jose, California 95134-1706

 

 

 

Cisco IOS Software, C3560 Software (C3560-IPBASE-M), Version 12.2(50)SE5, RELEASE SOFTWARE (fc1)

Technical Support: http://www.cisco.com/techsupport

Copyright (c) 1986-2010 by Cisco Systems, Inc.

Compiled Tue 28-Sep-10 13:21 by prod_rel_team

Image text-base: 0x01000000, data-base: 0x02700000

 

Initializing flashfs…

 

flashfs[1]: 390 files, 7 directories

flashfs[1]: 0 orphaned files, 0 orphaned directories

flashfs[1]: Total bytes: 32514048

flashfs[1]: Bytes used: 11877888

flashfs[1]: Bytes available: 20636160

flashfs[1]: flashfs fsck took 2 seconds.

flashfs[1]: Initialization complete….done Initializing flashfs.

 

Checking for Bootloader upgrade.. not needed

POST: CPU MIC register Tests : Begin

POST: CPU MIC register Tests : End, Status Passed

 

POST: PortASIC Memory Tests : Begin

POST: PortASIC Memory Tests : End, Status Passed

 

POST: CPU MIC interface Loopback Tests : Begin

POST: CPU MIC interface Loopback Tests : End, Status Passed

 

POST: PortASIC RingLoopback Tests : Begin

POST: PortASIC RingLoopback Tests : End, Status Passed

 

front_end/ (directory)

extracting front_end/fe_type_1 (34760 bytes)

extracting front_end/fe_type_2 (78400 bytes)

extracting front_end/front_end_ucode_info (86 bytes)

extracting ucode_info (76 bytes)

POST: PortASIC CAM Subsystem Tests : Begin

POST: PortASIC CAM Subsystem Tests : End, Status Passed

 

POST: PortASIC Port Loopback Tests : Begin

POST: PortASIC Port Loopback Tests : End, Status Passed

 

Waiting for Port download…Complete

 

cisco WS-C3560G-24PS (PowerPC405) processor (revision L0) with 131072K bytes of memory.

Processor board ID FOC1531X3SB

Last reset from power-on

1 Virtual Ethernet interface

28 Gigabit Ethernet interfaces

The password-recovery mechanism is enabled.

 

512K bytes of flash-simulated non-volatile configuration memory.

Base ethernet MAC Address       : A0:CF:5B:72:EA:83

Motherboard assembly number     : 73-10213-07

Power supply part number        : 341-0108-04

Motherboard serial number       : FOC173067HS

Power supply serial number      : AZS173005XV

Model revision number           : L0

Motherboard revision number     : A0

Model number                    : WS-C3560G-24PS-S

System serial number            : FOC1731X3SB

Top Assembly Part Number        : 800-26847-04

Top Assembly Revision Number    : D0

Version ID                      : V08

CLEI Code Number                : COMBZ00BRA

Hardware Board Revision Number  : 0x09

 

 

Switch Ports Model              SW Version            SW Image

—— —– —–              ———-            ———-

*    1 28    WS-C3560G-24PS     12.2(50)SE5           C3560-IPBASE-M

 

 

 

 

Press RETURN to get started!

 

 

*Mar  1 00:01:10.044: %LINEPROTO-5-UPDOWN: Line protocol on Interface Vlan1, changed state to down

*Mar  1 00:01:10.841: %SPANTREE-5-EXTENDED_SYSID: Extended SysId enabled for type vlan

*Mar  1 00:01:32.450: %SYS-5-RESTART: System restarted —

Cisco IOS Software, C3560 Software (C3560-IPBASE-M), Version 12.2(50)SE5, RELEASE SOFTWARE (fc1)

Technical Support: http://www.cisco.com/techsupport

Copyright (c) 1986-2010 by Cisco Systems, Inc.

Compiled Tue 28-Sep-10 13:21 by prod_rel_team

 

 

— System Configuration Dialog —

 

Enable secret warning

———————————-

In order to access the device manager, an enable secret is required

If you enter the initial configuration dialog, you will be prompted for the enable secret

If you choose not to enter the intial configuration dialog, or if you exit setup without setting the enable secret,

please set an enable secret using the following CLI in configuration mode-

enable secret 0 <cleartext password>

———————————-

Would you like to enter the initial configuration dialog? [yes/no]: no

 

Switch>

 

Cisco SSH login issue due to old rsa key – “domain-name required when generating rsa key?”

By italchemy

Symptom: Unable to ssh into Cisco router/switches. Also getting “domain-name required when generating rsa key?”

https://learningnetwork.cisco.com/thread/38294
sw3560-1#show ver
Cisco IOS Software, C3560 Software (C3560-IPBASEK9-M), Version 12.2(55)SE8, RELEASE SOFTWARE (fc2)
Technical Support: http://www.cisco.com/techsupport
Copyright (c) 1986-2013 by Cisco Systems, Inc.
Compiled Wed 26-Jun-13 11:18 by prod_rel_team
Image text-base: 0x01000000, data-base: 0x02D00000

ROM: Bootstrap program is C3560 boot loader
BOOTLDR: C3560 Boot Loader (C3560-HBOOT-M) Version 12.2(44)SE5, RELEASE SOFTWARE (fc1)

sw3560-1 uptime is 30 minutes
System returned to ROM by power-on
System image file is “flash:c3560-ipbasek9-mz.122-55.SE8.bin”
This product contains cryptographic features and is subject to United
States and local country laws governing import, export, transfer and
use. Delivery of Cisco cryptographic products does not imply
third-party authority to import, export, distribute or use encryption.
Importers, exporters, distributors and users are responsible for
compliance with U.S. and local country laws. By using this product you
agree to comply with applicable laws and regulations. If you are unable
to comply with U.S. and local laws, return this product immediately.

A summary of U.S. laws governing Cisco cryptographic products may be found at:
http://www.cisco.com/wwl/export/crypto/tool/stqrg.html

If you require further assistance please contact us by sending email to
export@cisco.com.

cisco WS-C3560G-24PS (PowerPC405) processor (revision L0) with 131072K bytes of memory.
Processor board ID FOC1531X3SB
Last reset from power-on
1 Virtual Ethernet interface
28 Gigabit Ethernet interfaces
The password-recovery mechanism is enabled.

512K bytes of flash-simulated non-volatile configuration memory.
Base ethernet MAC Address : A0:CF:5B:74:EA:80
Motherboard assembly number : 73-10213-07
Power supply part number : 341-0108-04
Motherboard serial number : FOC173067FS
Power supply serial number : AZS173007XV
Model revision number : L0
Motherboard revision number : A0
Model number : WS-C3560G-24PS-S
System serial number : FOC1531X3SB
Top Assembly Part Number : 800-26847-04
Top Assembly Revision Number : D0
Version ID : V08
CLEI Code Number : COMBZ00BRA
Hardware Board Revision Number : 0x09
Switch Ports Model SW Version SW Image
—— —– —– ———- ———-
* 1 28 WS-C3560G-24PS 12.2(55)SE8 C3560-IPBASEK9-M
Configuration register is 0xF

sw3560-1#

[bchoi@localhost ~]$ ssh cisco@192.168.185.11
ssh: connect to host 192.168.185.11 port 22: Connection refused

sw3560-1(config)# username cisco privilege 15 password cisco

sw3560-1(config)#crypto key generate rsa usage-keys label cisco modulus 768
The name for the keys will be: cisco

% The key modulus size is 768 bits
% Generating 768 bit RSA keys …[OK]
% Generating 768 bit RSA keys …[OK]

sw3560-2(config)#
00:04:17: %SSH-5-ENABLED: SSH 1.99 has been enabled

 

#Regenerate the rsa key so you can SSH into the device

sw3560-1(config)# crypto key generate rsa usage-keys label cisco modulus 768
sw3560-1(config)# ip ssh authentication-retries 5
sw3560-1(config)# line vty 0 15
sw3560-1(config)# login local
sw3560-1(config)# transport input ssh

SSH into the switch from Linux server (CentOS7.5)

[bchoi@localhost ~]$ ssh cisco@192.168.185.11
The authenticity of host ‘192.168.185.11 (192.168.185.11)’ can’t be established.
RSA key fingerprint is SHA256:YQsNZVYbeGLJRL4Zg+3n9hPzp2LfG8DK49g7Pt9M52k.
RSA key fingerprint is MD5:79:13:16:03:30:a3:66:f5:a4:b2:5d:06:40:31:2a:91.
Are you sure you want to continue connecting (yes/no)? yes
Warning: Permanently added ‘192.168.185.11’ (RSA) to the list of known hosts.
Password:

sw3560-1#

Cisco 3560 reset to factory default

By italchemy

Cisco 3560 reset to factory default

 

Scenario: Got a used switch from my IT dept without user password. Need to perform factory reset for POC testing.

 

************************************************************************

*             A U T H O R I S E D   A C C E S S   O N L Y              *

*                                                                      *

*  If you are not AUTHORISED to use this system logout IMMEDIATELY     *

*                                                                      *

*  This system is the property of Information Management & Technology  *

*  ALL UNAUTHORISED ACCESS TO THIS DEVICE IS PROHIBITED.               *

*  You must have explicit permission to access this device.            *

*  All activities performed on this device are logged.                 *

*                                                                      *

************************************************************************

SYD-CBD-L2-PoE-SW-02>en

 

Password:

% Access denied

 

SYD-CBD-L2-PoE-SW-02>en

Password:

% Password:  timeout expired!

% Error in authentication.

 

Step 1: Press the “Mode” button and plug in the power cable to your switch. Once it comes up with the following prompt, release the key.

 

SYD-CBD-L2-PoE-SW-02>

Boot Sector Filesystem (bs) installed, fsid: 2

Base ethernet MAC Address: a0:cf:5b:72:ea:83

Xmodem file system is available.

The password-recovery mechanism is enabled.

 

The system has been interrupted prior to initializing the

flash filesystem.  The following commands will initialize

the flash filesystem, and finish loading the operating

system software:

 

flash_init

boot

 

 

Step 2: issue “flash_init” command

 

switch: flash_init

Initializing Flash…

flashfs[0]: 390 files, 7 directories

flashfs[0]: 0 orphaned files, 0 orphaned directories

flashfs[0]: Total bytes: 32514048

flashfs[0]: Bytes used: 11877888

flashfs[0]: Bytes available: 20636160

flashfs[0]: flashfs fsck took 8 seconds.

…done Initializing Flash.

 

 

Step 3: issue “rename flash:config.text flash:config.old” command

 

switch: rename flash:config.text flash:config.old

 

switch: boot

 

 

Loading “flash:c3560-ipbase-mz.122-50.SE5/c3560-ipbase-mz.122-50.SE5.bin”…@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

[Omitted for brevity]

@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@@

File “flash:c3560-ipbase-mz.122-50.SE5/c3560-ipbase-mz.122-50.SE5.bin” uncompressed and installed, entry point: 0x1000000

executing…

 

Restricted Rights Legend

 

Use, duplication, or disclosure by the Government is

subject to restrictions as set forth in subparagraph

(c) of the Commercial Computer Software – Restricted

Rights clause at FAR sec. 52.227-19 and subparagraph

(c) (1) (ii) of the Rights in Technical Data and Computer

Software clause at DFARS sec. 252.227-7013.

 

cisco Systems, Inc.

170 West Tasman Drive

San Jose, California 95134-1706

 

 

 

Cisco IOS Software, C3560 Software (C3560-IPBASE-M), Version 12.2(50)SE5, RELEASE SOFTWARE (fc1)

Technical Support: http://www.cisco.com/techsupport

Copyright (c) 1986-2010 by Cisco Systems, Inc.

Compiled Tue 28-Sep-10 13:21 by prod_rel_team

Image text-base: 0x01000000, data-base: 0x02700000

 

Initializing flashfs…

 

flashfs[1]: 390 files, 7 directories

flashfs[1]: 0 orphaned files, 0 orphaned directories

flashfs[1]: Total bytes: 32514048

flashfs[1]: Bytes used: 11877888

flashfs[1]: Bytes available: 20636160

flashfs[1]: flashfs fsck took 2 seconds.

flashfs[1]: Initialization complete….done Initializing flashfs.

 

Checking for Bootloader upgrade.. not needed

POST: CPU MIC register Tests : Begin

POST: CPU MIC register Tests : End, Status Passed

 

POST: PortASIC Memory Tests : Begin

POST: PortASIC Memory Tests : End, Status Passed

 

POST: CPU MIC interface Loopback Tests : Begin

POST: CPU MIC interface Loopback Tests : End, Status Passed

 

POST: PortASIC RingLoopback Tests : Begin

POST: PortASIC RingLoopback Tests : End, Status Passed

 

front_end/ (directory)

extracting front_end/fe_type_1 (34760 bytes)

extracting front_end/fe_type_2 (78400 bytes)

extracting front_end/front_end_ucode_info (86 bytes)

extracting ucode_info (76 bytes)

POST: PortASIC CAM Subsystem Tests : Begin

POST: PortASIC CAM Subsystem Tests : End, Status Passed

 

POST: PortASIC Port Loopback Tests : Begin

POST: PortASIC Port Loopback Tests : End, Status Passed

 

Waiting for Port download…Complete

 

cisco WS-C3560G-24PS (PowerPC405) processor (revision L0) with 131072K bytes of memory.

Processor board ID FOC1531X3SB

Last reset from power-on

1 Virtual Ethernet interface

28 Gigabit Ethernet interfaces

The password-recovery mechanism is enabled.

 

512K bytes of flash-simulated non-volatile configuration memory.

Base ethernet MAC Address       : A0:CF:5B:72:EA:83

Motherboard assembly number     : 73-10213-07

Power supply part number        : 341-0108-04

Motherboard serial number       : FOC173067HS

Power supply serial number      : AZS173005XV

Model revision number           : L0

Motherboard revision number     : A0

Model number                    : WS-C3560G-24PS-S

System serial number            : FOC1731X3SB

Top Assembly Part Number        : 800-26847-04

Top Assembly Revision Number    : D0

Version ID                      : V08

CLEI Code Number                : COMBZ00BRA

Hardware Board Revision Number  : 0x09

 

 

Switch Ports Model              SW Version            SW Image

—— —– —–              ———-            ———-

*    1 28    WS-C3560G-24PS     12.2(50)SE5           C3560-IPBASE-M

 

 

 

 

Press RETURN to get started!

 

 

*Mar  1 00:01:10.044: %LINEPROTO-5-UPDOWN: Line protocol on Interface Vlan1, changed state to down

*Mar  1 00:01:10.841: %SPANTREE-5-EXTENDED_SYSID: Extended SysId enabled for type vlan

*Mar  1 00:01:32.450: %SYS-5-RESTART: System restarted —

Cisco IOS Software, C3560 Software (C3560-IPBASE-M), Version 12.2(50)SE5, RELEASE SOFTWARE (fc1)

Technical Support: http://www.cisco.com/techsupport

Copyright (c) 1986-2010 by Cisco Systems, Inc.

Compiled Tue 28-Sep-10 13:21 by prod_rel_team

 

 

— System Configuration Dialog —

 

Enable secret warning

———————————-

In order to access the device manager, an enable secret is required

If you enter the initial configuration dialog, you will be prompted for the enable secret

If you choose not to enter the intial configuration dialog, or if you exit setup without setting the enable secret,

please set an enable secret using the following CLI in configuration mode-

enable secret 0 <cleartext password>

———————————-

Would you like to enter the initial configuration dialog? [yes/no]: no

 

Switch>

 

CentOS8 – Install ansible & test

By italchemy

login as: root
root@192.168.184.129’s password:
Last login: Wed Nov 6 01:58:54 2019 from 192.168.184.1

[root@Ansible-S1 ~]# sudo dnf -y install https://dl.fedoraproject.org/pub/epel/epel-release-latest-8.noarch.rpm
Last metadata expiration check: 0:38:02 ago on Wed 06 Nov 2019 01:52:06 AM EST.
epel-release-latest-8.noarch.rpm 7.5 kB/s | 21 kB 00:02
Dependencies resolved.
================================================================================
Package Arch Version Repository Size
================================================================================
Installing:
epel-release noarch 8-7.el8 @commandline 21 k

Transaction Summary
================================================================================
Install 1 Package

Total size: 21 k
Installed size: 30 k
Downloading Packages:
Running transaction check
Transaction check succeeded.
Running transaction test
Transaction test succeeded.
Running transaction
Preparing : 1/1
Installing : epel-release-8-7.el8.noarch 1/1
Running scriptlet: epel-release-8-7.el8.noarch 1/1
Verifying : epel-release-8-7.el8.noarch 1/1

Installed:
epel-release-8-7.el8.noarch

Complete!
[root@Ansible-S1 ~]# sudo dnf install –enablerepo epel-playground ansible
Extra Packages for Enterprise Linux 8 – Playgro 761 kB/s | 3.5 MB 00:04
Extra Packages for Enterprise Linux 8 – x86_64 593 kB/s | 3.3 MB 00:05
Last metadata expiration check: 0:00:01 ago on Wed 06 Nov 2019 02:30:39 AM EST.
Dependencies resolved.
================================================================================
Package Arch Version Repository Size
================================================================================
Installing:
ansible noarch 2.8.5-2.epel8.playground epel-playground 15 M
Installing dependencies:
python3-babel noarch 2.5.1-3.el8 AppStream 4.8 M
python3-jinja2 noarch 2.10.1-2.el8_0 AppStream 538 k
python3-jmespath noarch 0.9.0-11.el8 AppStream 45 k
python3-markupsafe x86_64 0.23-19.el8 AppStream 39 k
python3-pyasn1 noarch 0.3.7-6.el8 AppStream 126 k
python3-pytz noarch 2017.2-9.el8 AppStream 54 k
python3-pyyaml x86_64 3.12-12.el8 BaseOS 193 k
python3-bcrypt x86_64 3.1.6-2.epel8.playground.1 epel-playground 44 k
python3-pynacl x86_64 1.3.0-5.epel8.playground epel-playground 100 k
sshpass x86_64 1.06-9.epel8.playground epel-playground 27 k
libsodium x86_64 1.0.18-2.el8 epel 162 k
Installing weak dependencies:
python3-paramiko noarch 2.4.3-1.epel8.playground epel-playground 289 k

Transaction Summary
================================================================================
Install 13 Packages

Total download size: 21 M
Installed size: 105 M
Is this ok [y/N]: y
Downloading Packages:
(1/13): python3-jmespath-0.9.0-11.el8.noarch.rp 34 kB/s | 45 kB 00:01
(2/13): python3-jinja2-2.10.1-2.el8_0.noarch.rp 378 kB/s | 538 kB 00:01
(3/13): python3-markupsafe-0.23-19.el8.x86_64.r 148 kB/s | 39 kB 00:00
(4/13): python3-pyasn1-0.3.7-6.el8.noarch.rpm 432 kB/s | 126 kB 00:00
(5/13): python3-pyyaml-3.12-12.el8.x86_64.rpm 939 kB/s | 193 kB 00:00
(6/13): python3-pytz-2017.2-9.el8.noarch.rpm 153 kB/s | 54 kB 00:00
(7/13): python3-bcrypt-3.1.6-2.epel8.playground 1.5 MB/s | 44 kB 00:00
(8/13): python3-paramiko-2.4.3-1.epel8.playgrou 3.5 MB/s | 289 kB 00:00
(9/13): python3-pynacl-1.3.0-5.epel8.playground 2.8 MB/s | 100 kB 00:00
(10/13): sshpass-1.06-9.epel8.playground.x86_64 1.5 MB/s | 27 kB 00:00
(11/13): python3-babel-2.5.1-3.el8.noarch.rpm 1.9 MB/s | 4.8 MB 00:02
(12/13): ansible-2.8.5-2.epel8.playground.noarc 9.7 MB/s | 15 MB 00:01
(13/13): libsodium-1.0.18-2.el8.x86_64.rpm 79 kB/s | 162 kB 00:02
——————————————————————————–
Total 1.7 MB/s | 21 MB 00:12
warning: /var/cache/dnf/epel-playground-f4a60bdd14783f87/packages/ansible-2.8.5-2.epel8.playground.noarch.rpm: Header V3 RSA/SHA256 Signature, key ID 2f86d6a1: NOKEY
Extra Packages for Enterprise Linux 8 – Playgro 1.6 MB/s | 1.6 kB 00:00
Importing GPG key 0x2F86D6A1:
Userid : “Fedora EPEL (8) <epel@fedoraproject.org>”
Fingerprint: 94E2 79EB 8D8F 25B2 1810 ADF1 21EA 45AB 2F86 D6A1
From : /etc/pki/rpm-gpg/RPM-GPG-KEY-EPEL-8
Is this ok [y/N]: y
Key imported successfully
Running transaction check
Transaction check succeeded.
Running transaction test
Transaction test succeeded.
Running transaction
Preparing : 1/1
Installing : libsodium-1.0.18-2.el8.x86_64 1/13
Installing : python3-pynacl-1.3.0-5.epel8.playground.x86_64 2/13
Installing : sshpass-1.06-9.epel8.playground.x86_64 3/13
Installing : python3-bcrypt-3.1.6-2.epel8.playground.1.x86_64 4/13
Installing : python3-pyyaml-3.12-12.el8.x86_64 5/13
Installing : python3-pytz-2017.2-9.el8.noarch 6/13
Installing : python3-babel-2.5.1-3.el8.noarch 7/13
Installing : python3-pyasn1-0.3.7-6.el8.noarch 8/13
Installing : python3-paramiko-2.4.3-1.epel8.playground.noarch 9/13
Installing : python3-markupsafe-0.23-19.el8.x86_64 10/13
Installing : python3-jinja2-2.10.1-2.el8_0.noarch 11/13
Installing : python3-jmespath-0.9.0-11.el8.noarch 12/13
Installing : ansible-2.8.5-2.epel8.playground.noarch 13/13
warning: /etc/ansible/hosts created as /etc/ansible/hosts.rpmnew

Running scriptlet: ansible-2.8.5-2.epel8.playground.noarch 13/13
Verifying : python3-babel-2.5.1-3.el8.noarch 1/13
Verifying : python3-jinja2-2.10.1-2.el8_0.noarch 2/13
Verifying : python3-jmespath-0.9.0-11.el8.noarch 3/13
Verifying : python3-markupsafe-0.23-19.el8.x86_64 4/13
Verifying : python3-pyasn1-0.3.7-6.el8.noarch 5/13
Verifying : python3-pytz-2017.2-9.el8.noarch 6/13
Verifying : python3-pyyaml-3.12-12.el8.x86_64 7/13
Verifying : ansible-2.8.5-2.epel8.playground.noarch 8/13
Verifying : python3-bcrypt-3.1.6-2.epel8.playground.1.x86_64 9/13
Verifying : python3-paramiko-2.4.3-1.epel8.playground.noarch 10/13
Verifying : python3-pynacl-1.3.0-5.epel8.playground.x86_64 11/13
Verifying : sshpass-1.06-9.epel8.playground.x86_64 12/13
Verifying : libsodium-1.0.18-2.el8.x86_64 13/13

Installed:
ansible-2.8.5-2.epel8.playground.noarch
python3-paramiko-2.4.3-1.epel8.playground.noarch
python3-babel-2.5.1-3.el8.noarch
python3-jinja2-2.10.1-2.el8_0.noarch
python3-jmespath-0.9.0-11.el8.noarch
python3-markupsafe-0.23-19.el8.x86_64
python3-pyasn1-0.3.7-6.el8.noarch
python3-pytz-2017.2-9.el8.noarch
python3-pyyaml-3.12-12.el8.x86_64
python3-bcrypt-3.1.6-2.epel8.playground.1.x86_64
python3-pynacl-1.3.0-5.epel8.playground.x86_64
sshpass-1.06-9.epel8.playground.x86_64
libsodium-1.0.18-2.el8.x86_64

Complete!
[root@Ansible-S1 ~]#
[root@Ansible-S1 ~]#
[root@Ansible-S1 ~]# ansible –version
ansible 2.8.5
config file = /etc/ansible/ansible.cfg
configured module search path = [‘/root/.ansible/plugins/modules’, ‘/usr/share/ansible/plugins/modules’]
ansible python module location = /usr/lib/python3.6/site-packages/ansible
executable location = /usr/bin/ansible
python version = 3.6.8 (default, May 21 2019, 23:51:36) [GCC 8.2.1 20180905 (Red Hat 8.2.1-3)]
[root@Ansible-S1 ~]# cat /etc/ansible/hosts
[web]
192.168.184.130
[root@Ansible-S1 ~]# ansible -i /etc/ansible/hosts 192.168.184.130 -m ping
192.168.184.130 | SUCCESS => {
“ansible_facts”: {
“discovered_interpreter_python”: “/usr/libexec/platform-python”
},
“changed”: false,
“ping”: “pong”
}
[root@Ansible-S1 ~]# ansible -i /etc/ansible/hosts all -m ping
192.168.184.130 | SUCCESS => {
“ansible_facts”: {
“discovered_interpreter_python”: “/usr/libexec/platform-python”
},
“changed”: false,
“ping”: “pong”
}
[root@Ansible-S1 ~]# ansible -i /etc/ansible/hosts web -m ping
192.168.184.130 | SUCCESS => {
“ansible_facts”: {
“discovered_interpreter_python”: “/usr/libexec/platform-python”
},
“changed”: false,
“ping”: “pong”
}
[root@Ansible-S1 ~]#

CentOS8 – Install ansible & test

By italchemy

login as: root
root@192.168.184.129’s password:
Last login: Wed Nov 6 01:58:54 2019 from 192.168.184.1

[root@Ansible-S1 ~]# sudo dnf -y install https://dl.fedoraproject.org/pub/epel/epel-release-latest-8.noarch.rpm
Last metadata expiration check: 0:38:02 ago on Wed 06 Nov 2019 01:52:06 AM EST.
epel-release-latest-8.noarch.rpm 7.5 kB/s | 21 kB 00:02
Dependencies resolved.
================================================================================
Package Arch Version Repository Size
================================================================================
Installing:
epel-release noarch 8-7.el8 @commandline 21 k

Transaction Summary
================================================================================
Install 1 Package

Total size: 21 k
Installed size: 30 k
Downloading Packages:
Running transaction check
Transaction check succeeded.
Running transaction test
Transaction test succeeded.
Running transaction
Preparing : 1/1
Installing : epel-release-8-7.el8.noarch 1/1
Running scriptlet: epel-release-8-7.el8.noarch 1/1
Verifying : epel-release-8-7.el8.noarch 1/1

Installed:
epel-release-8-7.el8.noarch

Complete!
[root@Ansible-S1 ~]# sudo dnf install –enablerepo epel-playground ansible
Extra Packages for Enterprise Linux 8 – Playgro 761 kB/s | 3.5 MB 00:04
Extra Packages for Enterprise Linux 8 – x86_64 593 kB/s | 3.3 MB 00:05
Last metadata expiration check: 0:00:01 ago on Wed 06 Nov 2019 02:30:39 AM EST.
Dependencies resolved.
================================================================================
Package Arch Version Repository Size
================================================================================
Installing:
ansible noarch 2.8.5-2.epel8.playground epel-playground 15 M
Installing dependencies:
python3-babel noarch 2.5.1-3.el8 AppStream 4.8 M
python3-jinja2 noarch 2.10.1-2.el8_0 AppStream 538 k
python3-jmespath noarch 0.9.0-11.el8 AppStream 45 k
python3-markupsafe x86_64 0.23-19.el8 AppStream 39 k
python3-pyasn1 noarch 0.3.7-6.el8 AppStream 126 k
python3-pytz noarch 2017.2-9.el8 AppStream 54 k
python3-pyyaml x86_64 3.12-12.el8 BaseOS 193 k
python3-bcrypt x86_64 3.1.6-2.epel8.playground.1 epel-playground 44 k
python3-pynacl x86_64 1.3.0-5.epel8.playground epel-playground 100 k
sshpass x86_64 1.06-9.epel8.playground epel-playground 27 k
libsodium x86_64 1.0.18-2.el8 epel 162 k
Installing weak dependencies:
python3-paramiko noarch 2.4.3-1.epel8.playground epel-playground 289 k

Transaction Summary
================================================================================
Install 13 Packages

Total download size: 21 M
Installed size: 105 M
Is this ok [y/N]: y
Downloading Packages:
(1/13): python3-jmespath-0.9.0-11.el8.noarch.rp 34 kB/s | 45 kB 00:01
(2/13): python3-jinja2-2.10.1-2.el8_0.noarch.rp 378 kB/s | 538 kB 00:01
(3/13): python3-markupsafe-0.23-19.el8.x86_64.r 148 kB/s | 39 kB 00:00
(4/13): python3-pyasn1-0.3.7-6.el8.noarch.rpm 432 kB/s | 126 kB 00:00
(5/13): python3-pyyaml-3.12-12.el8.x86_64.rpm 939 kB/s | 193 kB 00:00
(6/13): python3-pytz-2017.2-9.el8.noarch.rpm 153 kB/s | 54 kB 00:00
(7/13): python3-bcrypt-3.1.6-2.epel8.playground 1.5 MB/s | 44 kB 00:00
(8/13): python3-paramiko-2.4.3-1.epel8.playgrou 3.5 MB/s | 289 kB 00:00
(9/13): python3-pynacl-1.3.0-5.epel8.playground 2.8 MB/s | 100 kB 00:00
(10/13): sshpass-1.06-9.epel8.playground.x86_64 1.5 MB/s | 27 kB 00:00
(11/13): python3-babel-2.5.1-3.el8.noarch.rpm 1.9 MB/s | 4.8 MB 00:02
(12/13): ansible-2.8.5-2.epel8.playground.noarc 9.7 MB/s | 15 MB 00:01
(13/13): libsodium-1.0.18-2.el8.x86_64.rpm 79 kB/s | 162 kB 00:02
——————————————————————————–
Total 1.7 MB/s | 21 MB 00:12
warning: /var/cache/dnf/epel-playground-f4a60bdd14783f87/packages/ansible-2.8.5-2.epel8.playground.noarch.rpm: Header V3 RSA/SHA256 Signature, key ID 2f86d6a1: NOKEY
Extra Packages for Enterprise Linux 8 – Playgro 1.6 MB/s | 1.6 kB 00:00
Importing GPG key 0x2F86D6A1:
Userid : “Fedora EPEL (8) <epel@fedoraproject.org>”
Fingerprint: 94E2 79EB 8D8F 25B2 1810 ADF1 21EA 45AB 2F86 D6A1
From : /etc/pki/rpm-gpg/RPM-GPG-KEY-EPEL-8
Is this ok [y/N]: y
Key imported successfully
Running transaction check
Transaction check succeeded.
Running transaction test
Transaction test succeeded.
Running transaction
Preparing : 1/1
Installing : libsodium-1.0.18-2.el8.x86_64 1/13
Installing : python3-pynacl-1.3.0-5.epel8.playground.x86_64 2/13
Installing : sshpass-1.06-9.epel8.playground.x86_64 3/13
Installing : python3-bcrypt-3.1.6-2.epel8.playground.1.x86_64 4/13
Installing : python3-pyyaml-3.12-12.el8.x86_64 5/13
Installing : python3-pytz-2017.2-9.el8.noarch 6/13
Installing : python3-babel-2.5.1-3.el8.noarch 7/13
Installing : python3-pyasn1-0.3.7-6.el8.noarch 8/13
Installing : python3-paramiko-2.4.3-1.epel8.playground.noarch 9/13
Installing : python3-markupsafe-0.23-19.el8.x86_64 10/13
Installing : python3-jinja2-2.10.1-2.el8_0.noarch 11/13
Installing : python3-jmespath-0.9.0-11.el8.noarch 12/13
Installing : ansible-2.8.5-2.epel8.playground.noarch 13/13
warning: /etc/ansible/hosts created as /etc/ansible/hosts.rpmnew

Running scriptlet: ansible-2.8.5-2.epel8.playground.noarch 13/13
Verifying : python3-babel-2.5.1-3.el8.noarch 1/13
Verifying : python3-jinja2-2.10.1-2.el8_0.noarch 2/13
Verifying : python3-jmespath-0.9.0-11.el8.noarch 3/13
Verifying : python3-markupsafe-0.23-19.el8.x86_64 4/13
Verifying : python3-pyasn1-0.3.7-6.el8.noarch 5/13
Verifying : python3-pytz-2017.2-9.el8.noarch 6/13
Verifying : python3-pyyaml-3.12-12.el8.x86_64 7/13
Verifying : ansible-2.8.5-2.epel8.playground.noarch 8/13
Verifying : python3-bcrypt-3.1.6-2.epel8.playground.1.x86_64 9/13
Verifying : python3-paramiko-2.4.3-1.epel8.playground.noarch 10/13
Verifying : python3-pynacl-1.3.0-5.epel8.playground.x86_64 11/13
Verifying : sshpass-1.06-9.epel8.playground.x86_64 12/13
Verifying : libsodium-1.0.18-2.el8.x86_64 13/13

Installed:
ansible-2.8.5-2.epel8.playground.noarch
python3-paramiko-2.4.3-1.epel8.playground.noarch
python3-babel-2.5.1-3.el8.noarch
python3-jinja2-2.10.1-2.el8_0.noarch
python3-jmespath-0.9.0-11.el8.noarch
python3-markupsafe-0.23-19.el8.x86_64
python3-pyasn1-0.3.7-6.el8.noarch
python3-pytz-2017.2-9.el8.noarch
python3-pyyaml-3.12-12.el8.x86_64
python3-bcrypt-3.1.6-2.epel8.playground.1.x86_64
python3-pynacl-1.3.0-5.epel8.playground.x86_64
sshpass-1.06-9.epel8.playground.x86_64
libsodium-1.0.18-2.el8.x86_64

Complete!
[root@Ansible-S1 ~]#
[root@Ansible-S1 ~]#
[root@Ansible-S1 ~]# ansible –version
ansible 2.8.5
config file = /etc/ansible/ansible.cfg
configured module search path = [‘/root/.ansible/plugins/modules’, ‘/usr/share/ansible/plugins/modules’]
ansible python module location = /usr/lib/python3.6/site-packages/ansible
executable location = /usr/bin/ansible
python version = 3.6.8 (default, May 21 2019, 23:51:36) [GCC 8.2.1 20180905 (Red Hat 8.2.1-3)]
[root@Ansible-S1 ~]# cat /etc/ansible/hosts
[web]
192.168.184.130
[root@Ansible-S1 ~]# ansible -i /etc/ansible/hosts 192.168.184.130 -m ping
192.168.184.130 | SUCCESS => {
“ansible_facts”: {
“discovered_interpreter_python”: “/usr/libexec/platform-python”
},
“changed”: false,
“ping”: “pong”
}
[root@Ansible-S1 ~]# ansible -i /etc/ansible/hosts all -m ping
192.168.184.130 | SUCCESS => {
“ansible_facts”: {
“discovered_interpreter_python”: “/usr/libexec/platform-python”
},
“changed”: false,
“ping”: “pong”
}
[root@Ansible-S1 ~]# ansible -i /etc/ansible/hosts web -m ping
192.168.184.130 | SUCCESS => {
“ansible_facts”: {
“discovered_interpreter_python”: “/usr/libexec/platform-python”
},
“changed”: false,
“ping”: “pong”
}
[root@Ansible-S1 ~]#

Seven Steps to Improving Your Agent’s Average Handle Time

Average Handle Time

This metric is one of the most commonly used to rate an agent’s performance due to the direct effect it has on profitability.  If an agent can resolve issues in a short amount of time, he or she can improve First Call Resolution (FCR) and increase the Net Promoter Score (NPS).  If an agent takes too long to get to a resolution, it means that fewer customers are served by that agent.

Realizing Greenfield Opportunities for Contact Centers in the SMB Market

Michael Cromwell and Dave Gilbert had a chance to ask Alan Rihm, CEO of Coredial about his thoughts on the CPaaS industry. “What’s hot for us, right now, is contact center” says Alan, and he elaborates with “it’s contact center through the channel and for the SMB/SME.”

This seems to be promoting what appears to be a complex solution to small businesses. What can a contact center possibly provide for these smaller players? Alan has the answer, “what we want to do with contact center is the same thing we do with UCaaS.” 

❌