tailieunhanh - Cisco Unified Contact Center Enterprise (UCCE) phần 10

Mô tả UCCE khắc phục sự cố điều tra chương này chi tiết một tập hợp con nhỏ của các công cụ có sẵn với UCCE thể hỗ trợ khi các vấn đề xử lý sự cố. Là một kỹ sư hỗ trợ, bạn nên được nhận thức của những công cụ này và đã sử dụng chúng trong sự tức giận trước khi vấn đề xảy ra. | Chapter 16 Troubleshooting 253 Table 16-3 UCCE Troubleshooting Investigation Approach Description Know the UCCE toolset. This chapter details a small subset of the tools available with UCCE that can assist when troubleshooting issues. As a support engineer you should be aware of these tools and have used them in anger before a problem occurs. If you find yourself reading the instructions for how to use these tools while trying to fix a priority 1 fault you could potentially slow the fault resolution process. Understand the fault escalation process. UCCE is a large platform with many areas of integration for several different products. It would be difficult for a single person to be extremely knowledgeable in all aspects of UCCE. This is where your Cisco partner should be used if you cannot fix the issue yourself. You should familiarize yourself with the process required to escalate a fault to your Cisco partner and understand how it will be dealt with and the potential access requirements they might have to your system. Understand the UCCE process integration. Many problems can be solved through an understanding of how the processes communicate with each other. Knowledge of the communication paths allows the support engineer to quickly narrow down to components nodes or processes that might be causing the issue. Know your platform. At the heart of UCCE nearly all the deployments share the same components. However at the scripting or application layer every UCCE deployment is different. Many faults that occur are related to scripting or configuration changes that have an adverse impact elsewhere on the platform. This type of fault can be prevented only when the engineers involved have a thorough understanding of their UCCE environment. 9. After the root cause of the issue has been identified the next step is to find a solution and create an action plan. Often issues can be solved with many solutions therefore a low-risk solution might be required. Before .