Mailing List Archive

TAC Support for Unsupported Configurations
Or maybe it's just up to the assigned TAC Engineer to decide whether they
want to work the case or not?

[image: image.png]
Source:
https://community.cisco.com/t5/contact-center/agent-login-failure-uccx-finesse-ver-10-6-1/m-p/2870582/highlight/true#M92340

[image: image.png]
Source:
https://community.cisco.com/t5/contact-center/uccx-11-5-1-finesse-jabber-em-7841/m-p/3091142/highlight/true#M100912
Re: TAC Support for Unsupported Configurations [ In reply to ]
I think he's conflicted :)

I've always been told that it's best effort, and as you stated, probably
how much effort the TAC engineer wants to put into it. It is likely
handled on a case by case basis as well as their queue/work load. If you
come in there trying to run CUCM 8.0 on VMware fusion on an AMD based MACOS
that is connected to a CUBE running in GNS3, they may not be in a hurry to
help you :)

On Tue, Sep 10, 2019 at 2:05 PM Anthony Holloway <
avholloway+cisco-voip@gmail.com> wrote:

> Or maybe it's just up to the assigned TAC Engineer to decide whether they
> want to work the case or not?
>
> [image: image.png]
> Source:
> https://community.cisco.com/t5/contact-center/agent-login-failure-uccx-finesse-ver-10-6-1/m-p/2870582/highlight/true#M92340
>
> [image: image.png]
> Source:
> https://community.cisco.com/t5/contact-center/uccx-11-5-1-finesse-jabber-em-7841/m-p/3091142/highlight/true#M100912
>
>
> _______________________________________________
> cisco-voip mailing list
> cisco-voip@puck.nether.net
> https://puck.nether.net/mailman/listinfo/cisco-voip
>
Re: TAC Support for Unsupported Configurations [ In reply to ]
Why do I get the feeling that you're speaking from experience, with that
crazy setup?

That's kind of been my experience too, just to confirm. I have had mixed
results with TAC in the past, on how far they were willing to go for me.
It's definitely a human experience.

On Tue, Sep 10, 2019 at 3:35 PM Charles Goldsmith <w@woka.us> wrote:

> I think he's conflicted :)
>
> I've always been told that it's best effort, and as you stated, probably
> how much effort the TAC engineer wants to put into it. It is likely
> handled on a case by case basis as well as their queue/work load. If you
> come in there trying to run CUCM 8.0 on VMware fusion on an AMD based MACOS
> that is connected to a CUBE running in GNS3, they may not be in a hurry to
> help you :)
>
> On Tue, Sep 10, 2019 at 2:05 PM Anthony Holloway <
> avholloway+cisco-voip@gmail.com> wrote:
>
>> Or maybe it's just up to the assigned TAC Engineer to decide whether they
>> want to work the case or not?
>>
>> [image: image.png]
>> Source:
>> https://community.cisco.com/t5/contact-center/agent-login-failure-uccx-finesse-ver-10-6-1/m-p/2870582/highlight/true#M92340
>>
>> [image: image.png]
>> Source:
>> https://community.cisco.com/t5/contact-center/uccx-11-5-1-finesse-jabber-em-7841/m-p/3091142/highlight/true#M100912
>>
>>
>> _______________________________________________
>> cisco-voip mailing list
>> cisco-voip@puck.nether.net
>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>
>
Re: TAC Support for Unsupported Configurations [ In reply to ]
I've seen some wacky setups at customers that were not supported, but I was
tongue-in-cheek going to an extreme on that example.

On Tue, Sep 10, 2019 at 4:29 PM Anthony Holloway <
avholloway+cisco-voip@gmail.com> wrote:

> Why do I get the feeling that you're speaking from experience, with that
> crazy setup?
>
> That's kind of been my experience too, just to confirm. I have had mixed
> results with TAC in the past, on how far they were willing to go for me.
> It's definitely a human experience.
>
> On Tue, Sep 10, 2019 at 3:35 PM Charles Goldsmith <w@woka.us> wrote:
>
>> I think he's conflicted :)
>>
>> I've always been told that it's best effort, and as you stated, probably
>> how much effort the TAC engineer wants to put into it. It is likely
>> handled on a case by case basis as well as their queue/work load. If you
>> come in there trying to run CUCM 8.0 on VMware fusion on an AMD based MACOS
>> that is connected to a CUBE running in GNS3, they may not be in a hurry to
>> help you :)
>>
>> On Tue, Sep 10, 2019 at 2:05 PM Anthony Holloway <
>> avholloway+cisco-voip@gmail.com> wrote:
>>
>>> Or maybe it's just up to the assigned TAC Engineer to decide whether
>>> they want to work the case or not?
>>>
>>> [image: image.png]
>>> Source:
>>> https://community.cisco.com/t5/contact-center/agent-login-failure-uccx-finesse-ver-10-6-1/m-p/2870582/highlight/true#M92340
>>>
>>> [image: image.png]
>>> Source:
>>> https://community.cisco.com/t5/contact-center/uccx-11-5-1-finesse-jabber-em-7841/m-p/3091142/highlight/true#M100912
>>>
>>>
>>> _______________________________________________
>>> cisco-voip mailing list
>>> cisco-voip@puck.nether.net
>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>
>>
Re: TAC Support for Unsupported Configurations [ In reply to ]
I figured as much. Was just being cheeky in my reply. :)

On Tue, Sep 10, 2019 at 4:35 PM Charles Goldsmith <w@woka.us> wrote:

> I've seen some wacky setups at customers that were not supported, but I
> was tongue-in-cheek going to an extreme on that example.
>
> On Tue, Sep 10, 2019 at 4:29 PM Anthony Holloway <
> avholloway+cisco-voip@gmail.com> wrote:
>
>> Why do I get the feeling that you're speaking from experience, with that
>> crazy setup?
>>
>> That's kind of been my experience too, just to confirm. I have had mixed
>> results with TAC in the past, on how far they were willing to go for me.
>> It's definitely a human experience.
>>
>> On Tue, Sep 10, 2019 at 3:35 PM Charles Goldsmith <w@woka.us> wrote:
>>
>>> I think he's conflicted :)
>>>
>>> I've always been told that it's best effort, and as you stated, probably
>>> how much effort the TAC engineer wants to put into it. It is likely
>>> handled on a case by case basis as well as their queue/work load. If you
>>> come in there trying to run CUCM 8.0 on VMware fusion on an AMD based MACOS
>>> that is connected to a CUBE running in GNS3, they may not be in a hurry to
>>> help you :)
>>>
>>> On Tue, Sep 10, 2019 at 2:05 PM Anthony Holloway <
>>> avholloway+cisco-voip@gmail.com> wrote:
>>>
>>>> Or maybe it's just up to the assigned TAC Engineer to decide whether
>>>> they want to work the case or not?
>>>>
>>>> [image: image.png]
>>>> Source:
>>>> https://community.cisco.com/t5/contact-center/agent-login-failure-uccx-finesse-ver-10-6-1/m-p/2870582/highlight/true#M92340
>>>>
>>>> [image: image.png]
>>>> Source:
>>>> https://community.cisco.com/t5/contact-center/uccx-11-5-1-finesse-jabber-em-7841/m-p/3091142/highlight/true#M100912
>>>>
>>>>
>>>> _______________________________________________
>>>> cisco-voip mailing list
>>>> cisco-voip@puck.nether.net
>>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>>
>>>
Re: TAC Support for Unsupported Configurations [ In reply to ]
Now I'm tempted to get it to work...

On Tue, Sep 10, 2019 at 4:42 PM Anthony Holloway <
avholloway+cisco-voip@gmail.com> wrote:

> I figured as much. Was just being cheeky in my reply. :)
>
> On Tue, Sep 10, 2019 at 4:35 PM Charles Goldsmith <w@woka.us> wrote:
>
>> I've seen some wacky setups at customers that were not supported, but I
>> was tongue-in-cheek going to an extreme on that example.
>>
>> On Tue, Sep 10, 2019 at 4:29 PM Anthony Holloway <
>> avholloway+cisco-voip@gmail.com> wrote:
>>
>>> Why do I get the feeling that you're speaking from experience, with that
>>> crazy setup?
>>>
>>> That's kind of been my experience too, just to confirm. I have had
>>> mixed results with TAC in the past, on how far they were willing to go for
>>> me. It's definitely a human experience.
>>>
>>> On Tue, Sep 10, 2019 at 3:35 PM Charles Goldsmith <w@woka.us> wrote:
>>>
>>>> I think he's conflicted :)
>>>>
>>>> I've always been told that it's best effort, and as you stated,
>>>> probably how much effort the TAC engineer wants to put into it. It is
>>>> likely handled on a case by case basis as well as their queue/work load.
>>>> If you come in there trying to run CUCM 8.0 on VMware fusion on an AMD
>>>> based MACOS that is connected to a CUBE running in GNS3, they may not be in
>>>> a hurry to help you :)
>>>>
>>>> On Tue, Sep 10, 2019 at 2:05 PM Anthony Holloway <
>>>> avholloway+cisco-voip@gmail.com> wrote:
>>>>
>>>>> Or maybe it's just up to the assigned TAC Engineer to decide whether
>>>>> they want to work the case or not?
>>>>>
>>>>> [image: image.png]
>>>>> Source:
>>>>> https://community.cisco.com/t5/contact-center/agent-login-failure-uccx-finesse-ver-10-6-1/m-p/2870582/highlight/true#M92340
>>>>>
>>>>> [image: image.png]
>>>>> Source:
>>>>> https://community.cisco.com/t5/contact-center/uccx-11-5-1-finesse-jabber-em-7841/m-p/3091142/highlight/true#M100912
>>>>>
>>>>>
>>>>> _______________________________________________
>>>>> cisco-voip mailing list
>>>>> cisco-voip@puck.nether.net
>>>>> https://puck.nether.net/mailman/listinfo/cisco-voip
>>>>>
>>>>
Re: TAC Support for Unsupported Configurations [ In reply to ]
Wow, this one hits home..

I’ve found (and this is just my experience, which is entirely subjective) that, if in a dire moment of need, on a Saturday morning at 12:12 AM EST, if you show a humanness to yourself, TAC will show moments of kindness ... supporting the statement that yes indeed, it really is about whether the TAC agent wants to help or not.

Personally, I’ve never experienced a TAC agent that hit me with the, “call me back when you fix XYZ” scenario. I’ve heard it discussed in the community before but have always considered it as lore.

I suppose it’s all about the individual scenario; if I open a case on a c220 M3S/Xeon E5-26xx with 14 physical cores allocated ... I’d expect to have the phone hung up on me, but perhaps not (speaking from real life experience). Some times you find some truly exceptional TAC agents..

-Ryan

On Sep 10, 2019, at 17:30, Anthony Holloway <avholloway+cisco-voip@gmail.com> wrote:

?
Why do I get the feeling that you're speaking from experience, with that crazy setup?

That's kind of been my experience too, just to confirm. I have had mixed results with TAC in the past, on how far they were willing to go for me. It's definitely a human experience.

On Tue, Sep 10, 2019 at 3:35 PM Charles Goldsmith <w@woka.us<mailto:w@woka.us>> wrote:
I think he's conflicted :)

I've always been told that it's best effort, and as you stated, probably how much effort the TAC engineer wants to put into it. It is likely handled on a case by case basis as well as their queue/work load. If you come in there trying to run CUCM 8.0 on VMware fusion on an AMD based MACOS that is connected to a CUBE running in GNS3, they may not be in a hurry to help you :)

On Tue, Sep 10, 2019 at 2:05 PM Anthony Holloway <avholloway+cisco-voip@gmail.com<mailto:avholloway%2Bcisco-voip@gmail.com>> wrote:
Or maybe it's just up to the assigned TAC Engineer to decide whether they want to work the case or not?

<image.png>

Source: https://community.cisco.com/t5/contact-center/agent-login-failure-uccx-finesse-ver-10-6-1/m-p/2870582/highlight/true#M92340<https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fcommunity.cisco.com%2Ft5%2Fcontact-center%2Fagent-login-failure-uccx-finesse-ver-10-6-1%2Fm-p%2F2870582%2Fhighlight%2Ftrue%23M92340&data=02%7C01%7C%7Ce35a0a58804d456e7f2308d7363609b2%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C637037478026829646&sdata=Y0RPkzwJcOCwpYaIcKAfQ2AXQKTmkFYX5qjtxjxq27A%3D&reserved=0>

<image.png>

Source: https://community.cisco.com/t5/contact-center/uccx-11-5-1-finesse-jabber-em-7841/m-p/3091142/highlight/true#M100912<https://nam02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fcommunity.cisco.com%2Ft5%2Fcontact-center%2Fuccx-11-5-1-finesse-jabber-em-7841%2Fm-p%2F3091142%2Fhighlight%2Ftrue%23M100912&data=02%7C01%7C%7Ce35a0a58804d456e7f2308d7363609b2%7C84df9e7fe9f640afb435aaaaaaaaaaaa%7C1%7C0%7C637037478026839651&sdata=h1T1%2BtOrFRPvQRI%2FM18%2F5lMq34pb9MI%2BIMzNbd%2BegfU%3D&reserved=0>


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