Suitably qualified and experienced IP Telephony and Call Recording Administrators (2x technical, 1 administrator)

Minimum Requirements:

CCNA Voice preferred

• ITIL v3 certification preferred


• 5 years IPT administrator experience


• Good reporting skills


• Good communication skills

Must have understanding of:

• Cisco Call Manager


• TMS


• Cisco ARC


• Cisco CUPS


• Spanning Tree


• Call Recording  principles


• General telephony principles


•  

Job Responsibilities:

• CUCM version8


• Create new user profileson the CUCM system


• User profile CCS changes


• User profile names


• User profile call pickup changes


• User profile user deletions


• Create new call pickup groups


• Amend existing call pickup group profiles


• Create new hunt groups


• Amend existing hunt group profile


• Add global speed dial number


• Amend global speed dial number


• Add individual user speed dial number


• Amend individual speed dial number


• Create new boss/secretary setups


• Amend existing boss/secretary setups


• Install attendant consoble on user PC's


• Add meet-me conference numbers for required users


• Create user on the user directory of CUCM


• Amend users on the user directory of CUCM


• Can install IP Communicator softphone on a user's PC


• Can configure and troubleshoot IP Communicator softphone


• Can configure Cisco IP telephones


• Change user pin codes


• Create user permissions (i.e. access to change individual pin code, etc)


• Amend user permissions ( i.e. access to change individual pin code, etc)


• Add additional shared lines on a device profile


• Change existing shared lines on a device profile


• Remove existing shared lines on a device profile


• Understand the system call pickup feature and can apply this knowledge to clients


• Understand the system hunt group feature and can apply this knowledge to clients


• Understand the attendant console feature and can apply this knowledge to clients


• Understand the system meet-me conference feature and can apply this knowledge to clients


• Understand the system 8-way conference feature and can apply this knowledge to clients


• Understand the system call forwarding feature and can apply this to clients


• Understand the general system features and can apply this knowledge to clients


• Has a knowledge on how to change a user profile from onw type of intsrument type to another


• Has a knowledge on how to change the template layout of a user profile


• perform daily, weekly and mnthly task as allocated


• 1st level Cisco IPT support on the following systems


• Cisco Call Manager


• Cisco Unity Server


• ARC Switchboard


• Unison TMS


• Cisco Unified Presence server


• Assist with Moves, additions and changes


• Respective TMS


• Assist with IPT implementations testing


• Manage and update diagrams


• Manage and update Standard Operating Procedures and applicable processes


• Ensure calls are close with approval from client or Operations Manager


• Ensure all calls are escalated as necessary where he/she is not able to resolved the within SLA


• Ensure Sev1updates are sent to client within 15 minutes from when event occured


• Review new technologies for implementation feasibility and support readiness


• All SOP's to be adhere at all times


• Where no SOP axist no SOPneeds to be created


• All SOP's to be viewed on quarterly basis


• Known error Database to be referred to for complex problems


• Known error Database to be updated with 48 hours after new issues was identified and resolved


• Manage the BoQ, all new devices to be updated within 48 hours (New, maintanance, replacement etc)


• Ensure processes are followed at all times


• Assist in deploying new projects including training and deployment of IP phones to end user


• Introduce atleast 1 innjovative process, procedure or technical solution to improve the environment per quarter


• Documenting the supported environment (Configurations, Diagram and SOP's)


• Creation of learning content and management of induction training


• management of new features and functions within the business and ensure deployded to maximum effect within the business

Unity Voice

• Can create new users on the Unity voicemail system


• Can amend pin code numbers of a user


• has a knowledge on how to delete users off the system

Arc Switchboard

• Adding new users on to the Arc system


• Changing user information on the Arc


• Removing user information on the Arc


• Able to assist with basis Arc Issues

TMS

• Have the ability to create new users


• Have the ability to amend existing user information


• Have a basic knowledge on drawing telephone reports


• Have an understanding of TMS organisation hierarchies

Call Recording

• Have the ability to create new users on the call recording system


• Have the ability to associate new user on the CUCM system


• Have the ability to change or remove users on the call recording system


• Have the ability to disassociate users on the CUCM system


• Have the ability to amend existing user profile information


• Have a basic knowledge on accessing call recording reports


• Have a basic knowledge of searching for call recordings


• Have a basic troubleshootin knowledge on the call recording system


• Have an understanding of call hierarhies


• Know how to create users

General

• Has a basic troubleshooting capability to the CUCM environment


• Has the ability to troubleshoot problems remotely


• Can work unsupervised


• Call Management on defined call management system