In the current Covid-19 / corona virus situation, when you’re likely to get much fewer face-to-face inquiries and much more phone inquiries, you’ll want important communications infrastructure like your Zylinc solution to keep working as smoothly as possible.
Here’s a collection of links to Zylinc blog posts and help articles that can help you with that:
Monitor the operational status of a Zylinc solution, parts 1-6
Many organizations want to be able to monitor how their critical IT and communications solutions perform, so that they can quickly deal with any potential problems before many users become affected. If you work in IT operations or a similar function, and your organization uses Zylinc, this blog series is for you. It covers what you need to know if you’re going to monitor the operational status of a Zylinc solution.
- Get alerts if your queues become too busy
- Monitor NTP service health (that’s time sync, basically)
- Monitor Zylinc Media Server services
- Monitor relevant Windows services
- Monitor relevant Tomcat services on Windows
- Monitor SQL Server availability
If you need support: Log collection made easy
In case you need support for your Zylinc solution, you can help the supporters help you more quickly if you collect relevant logs for them. We’ve created a tool that you can use to quickly get the log files. The tool automatically collects and zips all relevant log files from your Zylinc system, and it works for both clients and servers.
Speaking of support: If you’re an end user, or you work in an end-user organization, use the support channels that you’ve agreed with the Zylinc partner that you got your Zylinc solution from. If you’re a Zylinc partner, or you work in a Zylinc partner organization, see details in the article Get technical support on Zylinc unified help.
Ensure that VoIP packets get high priority for better audio quality
When you use the internal softphone in Zylinc’s ZyDesk applications (that is Zylinc Contact Center, Service Center, etc), you can ensure high audio quality by having a QoS policy in AD (Active Directory). The policy makes sure that VoIP network packets get a high priority, so that they don’t risk getting delayed or lost because of interference from other network packets with lower priorities. We explain how to set it up.
Access to Zylinc´s help portal, Zylinc unified help
Note that several of the blog posts refer to Zylinc unified help for details.
If you don’t yet have access to Zylinc unified help, go to help.zylinc.com and request access. We’ll deal with your request as quickly as possible.
If you’ve already signed up, but you’ve forgotten your password, use this procedure.
Zylinc unified help is full of help articles. Here are a couple of articles that you may find useful in circumstances like these:
- Set up estimated waiting time announcements (article covers Zylinc version 6.5)
- Manage opening hours on queues (article covers Zylinc version 6.5)
- Set up callbacks so that callers can choose to be called back when it’s their turn instead of having to wait in the queue (article covers Zylinc version 6.5; callback functionality requires separate license)
- Set up mobile presence to get a good overview of people who do not necessarily work from their offices these days (article covers Zylinc version 6.5; mobile presence functionality requires separate license)
Also remember that Zylinc offers a mobile app as well as clientless access (known as VQM (Voice Queue member).