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Behind the Scenes of the Cisco Support Community Blogs

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Meet professionals and community managers behind the Cisco Support Community who drive the content collaboration and growth of the community. Read about the latest community news and programs

Read more...

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"Cisco Small Business" Named A Top 100 Champion

214 Votes

Nominated for a Small Business Influencer Award in:
Corporations

Read more about this nominee
Businesses around the world are working better because of Cisco’s quality, reliability, and proven performance. As a leader in networking and communications, Cisco understands that small business networks are as unique as their customers. That’s why we offer a broad portfolio of products designed especially for small businesses to work faster and more securely by solving their everyday business challenges.

Facebook: https://www.facebook.com/CiscoSmallBusiness

LinkedIn: https://www.linkedin.com/groups?home=&gid=6707724&trk=anet_ug_hm

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Did you know that the Cisco Support Community hosts Expert Q&A sessions continually? Or that you could host one?

Around the site, in different topic areas, The Cisco Support Community supports Cisco and External Experts Discussion called "Ask the Experts"

You can find these events under the Events tab within your community topic areas...

 

 

Or from the top global navigation menu "Expert Corner" select "Knowledge Sharing"

Here you will find upcoming, on-going, and past Ask the Expert Q&As, along with Live Expert Webcasts.

 

If you would like to participate and host an Ask the Expert Q&A or perhaps a Live webcast/seminar to the community..  Sign up at the Experts Bureau and we will contact you to discuss details.

 

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Cisco Empowered Women’s Network Tweetchat 10/16

Want to be part of a global community that strives to increase the representation of motivated women in the IT industry? Join the Cisco’s Empowered Women’s Network @CiscoEWN on Twitter for #CEWNchat Tweet Chat on Thurs 10/16 12pm-1pm EST with our fearless founders to learn more. #GoCisco

 

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Maximize your Cisco Support Community Experience

Get notifications for the latest questions, comments, events, and content from your favorite communities.

Navigate to the Community landing page, for example WAN, Routing and Switching under Network Infrastructure. Find the Action menu, and locate the “+Follow” button.

Note: Not all Top-Level Communities will have a +Follow button since content is not posted on this level.

follow-Support Communities

Once you click “+Follow” you will be subscribed to the community. However, Be sure to check under your account that you have notifications for communities marked to receive. To Navigate to your account, click the arrow at the top far right corner next to the red black/and your user name to pull down a menu – and select “My Account”

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Select "Email & Notifications" from the left side tabs.

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Navigate to the section labeled “Communities” and mark the radio boxes of content preferred.

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And check the radio boxes to your preferences Be sure to press the SAVE button, when you are finished, at the bottom of the page.

follow-Support Communities

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The Cisco Support Community (CSC) has evolved into a vibrant global platform for knowledge exchange and issue resolution for Cisco customers and partners. We have built a rich, innovative & pervasive social support experience by integrating & expanding our communities to new channels, geographies and modalities. Our Social Support is global, focused on bringing our next-generation customers in emerging markets into our support eco-system & delivering consistent, yet fully localized, support & training. We have also extended to new modalities, such as iOS & Android mobile devices as well as Web social media, in a seamlessly integrated fashion, ensuring persistent connections to Cisco for all customers. Our strategy to put community at the heart of all customer interactions started by using Web Services technologies to bring the intellectual capital of our Social Support to ALL customer across Cisco’s support channels, such as call centers & support engineers – and, into our partners’ service delivery systems. All of these innovations have resulted in significant gains in our customer satisfaction & cost savings for Cisco.

 

Cisco Support Community as the foundation of open knowledge exchange & vibrant eco-system

Cisco Support Community (CSC) has become a hub of all people-to-people interactions and knowledge co-creation for technical support. Here is a look at some of the key innovations and programs that continue to foster the engagement & growth of our eco-system through empowerment of our members - customers, partners and Cisco experts.

Empowering Members through Enhanced Collaborative Experience:

We have continued to enhance our collaborative capabilities by empowering our community members to voice their needs, drive faster problem resolution & extend ratings by enabling new features like Voting, Endorsement, and Extended Ratings.

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Webby_Logo.jpg The Webby Awards announced on Tuesday the nominees for its 17th annual Internet extravaganza of excellence.

The Cisco Support Community is proud to have been named Honoree in Customer Service for our seamless service through social media. This is an award given to the top 15% of the 11,000+ entries received from all 50 US states & over 60 countries.

For the List of Honorees :

http://winners.webbyawards.com/2013/social/general-excellence-categories/customer-service/honorees

The 17th Annual Webby Awards will be held at Cipriani Wall Street in New York City, on May 21, 2013

The Webby Awards is the leading international award honoring excellence  on the Internet. Established in 1996 during the Web's infancy, The Webbys is presented by the International Academy of Digital Arts and Sciences (IADAS )  — a 1,000+ member judging body that includes Executive Members  comprised of leading Web experts, business figures, luminaries, visionaries and creative celebrities, and Associate Members who are former Webby  Award Winners and Nominees and other Internet professionals.

Find The Webbys on Twitter and Facebook!

https://twitter.com/TheWebbyAwards

https://www.facebook.com/thewebbyawards

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Do you frequently visit the Cisco Support Community to view the recent discussions? We've just released a new gadget for Outlook users that brings our latest community discussions contextually next to your Outlook conversations, all without having to leave your inbox.

                                                                                                                        (Clickon the image to enlarge)

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How does it work?  

If you are an Outlook user and open your email, this gadget (an Outlook add-on) automatically searches the email body and subject for the presence of top Cisco Support Community keywords. Whenever the keyword matches, this gadget will display the relevant Cisco Support Community discussions in a separate window within your email message. You will have the option to move, expand and collapse this gadget window.List of keywords currently supported include: Cisco, VPN, Router,Switches, IPv6, Configuration,Wireless, ASA,Troubleshoot, Firewall, Telepresence, Catalyst, CUCM, Jabber, UCS.

How to Install?

To install this gadget follow the instructions:

1. Click on the 'Download Here' button.

2. Save the "CSCOutlookGadgetAddOnInstaller.zip" file to any folder.

3. Open the zip file.

4. Click on the CSCOutlookGadgetAddOnInstaller.msi file to start the install wizard.

5. Once the installation is complete, close and restart your Outlook client.

If you have any difficulties downloading, please click the CSCGadgetOutlookAddOnInstaller.zip

file attached below.

Follow the Install Guide and User Guide for detail.

For any questions, email to cscsocial@cisco.com

Give it a try and send us your feedback!

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SteviesLogo1.pngDuring the 7th annual Stevie Awards for Sales & Customer Service the Cisco Support Community won the 2013 Gold Stevie award for Innovation in Customer Service. The winners were announced at the gala awards banquet on February 25 at the Paris Las Vegas Hotel. The ceremony was also recorded & will be broadcasted by the Business Talk Radio Network (http://www.businesstalkradio.net) at 8:00 pm EST (p.m. PST) today (Wednesday, February 27).

Making this award possible is our philosophy of harnessing the “wisdom of the crowd” for our customer interactions. To that extent, our strategy is driven by a robust eco-system and programs where the people - customers, partners and Cisco experts - are in charge.

Every year The Stevie Awards for Sales & Customer Service recognize the achievements of call center, customer service, and sales professionals worldwide.

For More Information:

http://www.stevieawards.com

https://twitter.com/TheStevieAwards

https://www.facebook.com/TheStevieAwards

http://www.linkedin.com/groups/Stevie-Awards-2772791

http://www.youtube.com/user/TheStevies

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GoogleAppsMarketplace.jpg

The Cisco Support Community recently developed a Google Gadget for Gmail, a way to extend the Cisco Support Community through your Gmail account. This gadget can smartly draw information from the Cisco Support Community and let you perform relevant actions based on the content of an email message, all without leaving the Gmail inbox.

It's easy to get started...ggle-1.jpg

  1. Go to Google App Marketplace by clicking on the link below. You need a Google Apps account to perform these steps.
    http://www.google.com/enterprise/marketplace/
  2. Search for ‘Cisco Support Community’
  3. It will bring you a ‘Cisco Support Community Contextual Gadget’ and click on the title.
  4. Now click the big blue "Add it now" button on the top right of the page to add this Gadget to your domain. Note that you have to be an administrator of your Google Apps account to do this. If you aren't, then ask your admin to follow this guide.
  5. Enter your domain name (e.g. netzebu) in the box on the right side of the page and click ‘Go’
  6. The site will take you to Google Apps for your domain (e.g:netzebu) to login to complete the install
  7. Agree to the terms of service.
  8. Grant Cisco Support Community data access on your account. We need these in order to to perform keyword search in your email subject and message body.
  9. Click on the Configure Application to complete the install setup.
  10. Then you should see the Cisco Support Community webpage for the successful installation.
  11. Now every Gmail users in your domain should be able to view recent discussions from Cisco Support Community, that matches with the subject or body of the email.

(click the image below to enlarge)

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Try it and tell us what you think!


Click here to install

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The Cisco Support Community invites users to sign up to participate in a virtual (Webex) hosted user testing session of the new Cisco Support Community redesign.


What do I need to participate?

You will need a high speed internet connection and availability on one of the two testing dates and times.

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When will the testing take place?

The testing will be held on:

Date: November 15 and 16th

Time: 10:00 am PST

Duration: 1 hour


How do I sign up? Send us an email with your contact information.

Please include >

 

Name:
UserID:
Phone Number:
Email Address:
Location:
Availability:



When is the deadline for signing up?

November 12th , 2012

We look forward to your Participation!


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The Cisco Support Community won the 2012 W3 Silver Award in the General Website/Community category. w3winner_silver_wht.gif

Every year, the W3 offers awards for excellent creativity on the web. As always the competition among several websites was fierce this year among reputable and well known company websites.

The websites were judged on creativity, usability, navigation, functionality, visual design, and ease of use.

Winners were selected by the International Academy of the Visual Arts (IAVA) which oversees all judging. The members of the IAVA are leading professionals from various disciplines of the visual arts who support and encourage progress of traditional and interactive media. It should be noted that each winning category may have multiple winners.

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New Feature! Cisco Support Community Social Reader lets you share your discussion posts and replies to your Facebook page effortlessly!

Cisco Support Community's Social Reader feature is a new experience that allows you to effortlessly share discussions you have read, replied to or initiated on CSC on your Facebook stream.

Cisco Support Community's Social Reader lets you:

  • Automatically share your recent discussion activity in our community to your Facebook Feed (discussions you have read or replied to – and questions you have posted).
  • View your Facebook friends’ discussion activity if they also participate in Social-reader-logged.pngand activate their Social Reader.
  • Retain full control over what you share.

Using the Social Reader/Where to Find it

When you open a discussion link to read a thread, the new Social Reader widget will be displayed on the right side of the thread under your Actions widget.

To log in, click on the “Log into Facebook” link in order to publish/share with your friends what you are reading/posting on CSC!

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Have you seen it? Sharebar.png

The Cisco Support Community has introduced, a social media sharing bar that "floats" on the leftside of discussions and documents, popularized on sites like Mashable, Wall Street Journal and Tech Republic.

This new feature not only addresses managing the additional social media sites that you, our community, uses, but it floats along the margin, always within your reach, yet out of the way, eliminating the need to page up. And seeing how some of the discussions pages can seem like the go on ad infinitum we feel this will be a benefit to you our community!

You will see that we do have some bugs present that we hope to address in our next maintenance.

Some of them include:

  • IE8 & 9: Tweet button is not left aligned with others
  • hover-over alt tag to Facebook, Google+ and Linkedin icons, missing
  • Messages Shared are not truncating as desired on Google+ and Twitter
  • Sometimes the Share posts the "reply" as the share instead of the originating topic
  • Not available on Blogs or Videos

So when you use it after a while, or immediately, please let us know your thoughts and concerns.

Happy Sharing... and PLEASE don't forget to Mark Your Questions Correct!

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TSMAP-App-Icon.jpgThey said it couldn’t be done, it’s unprecedented. However, in the deep recesses of Cisco labs were a small team of mad scientists. Doors were locked, keys were thrown away, the team was left with nothing more than a cupboard of microwaveable popcorn and an endless supply of cheap coffee. They obsessed over a project codenamed CTS-A. “CTS-A, CTS-A” they were heard murmuring over and over again. Within the confines of this small room the scientists were heard excitedly exclaiming such things as “we can make it better” and “the droid needs more power, it needs to be social, it HAS to support different types of attachments”!  Day after day they continued to toil away in a seemingly endless endeavor to bring their mad vision to fruition.

Pretty soon word started to spread across the kingdom. What were these scientist up to? What was this creation they have spent so long working on?  Will we ever see it?

Over time these scientist and their insane project were forgotten, that is until one stormy night. Some say it was on this night that the scientist found the spark of life for their product through something involving a metallic rod and a lightning bolt. That same night commotion was heard in the labs with the scientist chanting in unison “it’s alive, it’s ALIVE!”  with a fanatical laugh that went something like MUahahahaHA!!

The next day the storm finally subsided. Through the clouds peaked a few sunrays casting it’s light in front of the lab doors lighting a path forward into the land. The doors opened and from it emerged the creation in all it’s glory. The CTS-A otherwise known as the Cisco Technical Support Android app.  It emerged upon the land to share it’s power with the population. The CTS-A was finally here and it stood ready to serve the people. It was designed from the ground up to provide better usability, find solutions to troubleshooting issues anytime and anywhere, provide the latest news and technical information via feeds, podcasts and videos, and be social with integration with Facebook, Twitter, and LinkedIn. It was finally here and it was good.

What became of the scientists, no one knows. Some say they are still in their lab working on something even bigger waiting for the day their next creation can be unveiled.

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------

A message from the mad scientists:


Now that the Cisco Technical Support Android app is available we would encourage you to download the app on your Android device by clicking on this link or by going to Google Play and searching for “Cisco Technical Support”. We would also encourage you to join our support community where you will have access to technical support content as well as stay up to date on our mobile releases.

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Great News! It's been quite the year of content sharing...

We introduced blogs into the Support Community, as another way for Cisco's Subject Matter Experts and Top Contributors to share their knowledge and expertise, express their opinions and thoughts within and throughout the community.

We would like to acknowledge our thanks to our top bloggers, and hope you will join us in thanking them, as well.

Please let us know any feedback you may have, such as topics you would like to see, sample blogs you all read regularly... Just let us know, and let our bloggers know too when you read one of their posts.  All blogs can be found at http://supportforums.cisco.com/blogs

Here are the Top 15 Contributors of 2011 of blog posts to the Support Community

(by quantity)

We've also featured some blog written by a few Cisco Distinguished VIPs

William Bell

Ginger Dillon

leolaohoo

Again, we thank you, our Community Members, for your continued participation, contributions and support to the Cisco Support Community. We look forward to your continued  feedback and enhancement requests so we can continue evolving the community to suit your needs.

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Pulkit Nagpal is the Cisco Support Community's "Technical Community Manager" for the

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He will focus on coordinating Cisco internal teams' contribution within the communities, managing Network Infrastructure community, creating new content, while assisting customers and partners on the Support Community.

Pulkit has been in networking field for six years and is an Electronic and Communication Engineer with CCNA and CCNP certifications.

Please help us welcome Pulkit!

Technical Community Manager- Network Infrastructure

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Sandeep Singh is the Cisco Support Community's "Technical Community Manager" for

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He will focus on coordinating Cisco internal teams' contribution on  CSC, managing DataCenter community, creating new content, while assisting  customers and partners on the Support Community.

Sandeep is a Computer Science  Engineering graduate and has more than 7 years experience in  networking including support, implementation and  content engineering roles.

Please help us welcome Sandeep!

Technical Community Manager - Datacenter

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Attending CiscoLive! Las Vegas this year?

Come Find Us!


Dan Bruhn, Community Manager, talks about where you can find the Cisco Support Community, and what we have to show you!CiscoLive-Video-Dan.gif

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Mohit Mmangal - Cisco Support Community Manager

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manages the Cisco Support Communities Knowledge Management team.

His team is responsible for coordinating & creating content in the form  of articles, blog posts, podcasts, videos & webcasts to creatively  communicate critical content to customers & partners.

Our Vision is “Right resolution to the right user at the right time through a unified customer experience”.

Manager, Cisco Support CommunityAnd let's welcome Mohit to the Cisco Support Community.

Meet the Others on the Team!

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We are pleased to announce the launch of the Cisco Support Community’s upgrade to the Jive 4.5 platform. We are confident that this launch will provide an enhanced experience for all our users.

Thanks for your patience during this weekend's downtime.

This release is not just a minor enhancement release. We've added numerous new features based on feedback from YOU.

Here's a highlight of a some of the high-impact features.

  • Improved knowledgebase through Question and Answer Pairing: The  correct answer to a question is now featured at the top of the  discussion, along with links to view it in context
  • Enhanced content creation and consumption: Improved Rich Text editor functions, enhanced tagging, pagination and RSS capabilities
  • Improved Performance : New and improved Caching to improve page load times
  • Enhanced Access control and Administrative capabilities: A more granular level of control across content and functions for better manageability, access and administration
  • Accessibility Support: Improved support for Screen readers around content refresh and notification

Some of the New Features and Functions to look for include enhancements to:

  • Profiles (including a new Profile Privacy feature)
  • Discussions
  • Projects
  • Tagging
  • Ratings
  • Places
  • Login & registration enhancements
  • Accessibility
  • Rich Text Editor Functions
  • As well as dramatically improved caching, and a lot more.

CURRENT Known Issues this Upgrade has that we are feverishly working on correcting:

1.   When replying to a post in IE8 an error message is displayed even though the reply is posted.

2.   In Discussions, a legend widget that appears on the right side of the page that needs to be removed.

3.   Use the Advanced Editor when creating Documents, Starting Discussions.

We hope you welcome these long-awaited enhancements and you will continue to provide us feedback as well as reporting issue you may encounter.

For any feedback or questions you may have, please send email to supportforums-info@cisco.com

Thank you very much for your continued participation and contributions to the Cisco Support Community!

NEW! Correct Answers will now be floated up under the original Question...

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Recent activity widget can be filtered by categories and tags...

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Satish-video-intro.JPGSatish Chandran - Cisco Support Community Manager

has been associated with the Support Community since its launch. His work revolves around the site governance & moderation, creating help & best practices documents. Satish also leads CSC-globalization programs/events from APAC region to engage with experts & enable users to collaborate across borders and cultures thus offering world class support community experience to Cisco's customers.

Community Manager

Meet the Others on the Team!

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We're Upgrading the Platform!

June is going to be a huge month for the Cisco Support Community. In the next few weeks, you’ll be seeing a host of new features and functions along with improved performance and enhancements.

We didn't just pick off a few of the top enhancements. In this new version, we're adding more than 100 customer-requested enhancements.

The first major roll-out is scheduled on June 3-5, 2011.  (Fri Noon – Sun 6 PM PDT)

During that time, access to the communities may be limited and sometimes inaccessible. However, we are confident that this upgrade will make the community an improved experience for you and all our users.

Some of the New Features and Functions to look for include enhancements to:

  • Profiles (including a new Profile Privacy feature)
  • Discussions
  • Projects
  • Tagging
  • Ratings
  • Places
  • Login & registration enhancements
  • Accessibility
  • Rich Text Editor Functions
  • As well as dramatically improved caching, and a lot more.

We hope you welcome these long-awaited enhancements and you will continue to provide us feedback as well as issue reporting.

For any feedback or questions you may have, please send email to supportforums-info@cisco.com

Thank you very much for your continued participation and contributions to the Cisco Support Community!

(Side Note: Additionally,The Cisco Support Community iPhone application will not be available on June 6, 2011 (5:00 PM – 10:00 PM PDT). During this time, we will be making required updates to the existing  mobile platform to support the upgraded version of the CSC website.

NEW! Correct Answers will now be floated up under the original Question...

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Recent activity widget can be filtered by categories and tags...

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HURRY!

Download the Cisco Support Community iPhone App... Use it to Answer/Rate Questions, Rate Documents/Videos and post questions, and you may WIN a $100 Visa Gift Card.

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The  Cisco Support Community has always been a great place for our users to  collaborate and share knowledge.  In order to further empower our users  and allow them access to the communities content anywhere anytime we  developed the Cisco Technical Support iPhone app. The app was launched  in January and has been well received. If you have an iPhone, iPod  Touch, or even an iPad you can download the app by searching for Cisco  Technical Support on the Apple iTunes App store or clicking here.

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We believe the app is fantastic and would highly encourage users to try it out.  Therefore starting March 21st, 2011 will be having a weekly contest for the next 10 weeks.  Each week we  will be randomly selecting a user who has either posted a discussion or  replied to a discussion in the Cisco Support Community using their  iPhone App to win a prepaid Visa virtual gift card valued at $100 US.   Users will be notified by email and the winners will be posted on this  page.  So, download the app and use your iPhone, iPod Touch, or iPad for  the chance of winning the gift card.  For complete rules, terms and  eligibility please visit the Cisco Support Help Community.

March 2011 iPhone Weekly Challenge

iPhone App for the Cisco Support Community :: UPDATED v1.4 ready for download

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Ankur Thurkal - Security Domain

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is a Community Manager for the Security domain. He is a Computer  Science Engineering graduate with CCNA, CCSP & CCIE (written)  certification, with experience accumulating since 2004.

We are pleased to have Ankur helping throughout the Cisco Support Community. Please help us welcome him to the community!

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Lavanya Paneerselvam - Voice& Unified Communications

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is a Cisco Support Community Manager for the Voice and Unified Communications domain. She focuses on Voice and Unified Communication Technology and drives content collaboration and growth of the community with Customers and Partners. She is an Engineering Graduate in Electronics & Communication Technology. Since 2002, she has worked within the Telecom Industry with extensive experience in IP Telephony, Public Switched Telephone Networks (PSTN), Next generation Voice Networks & GSM Wireless Technology.

We are pleased to have Lavanya helping throughout the Cisco Support Community. Please help us welcome her to the community!

Technical Community Manager-Voice

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Ever wondered who’s who behind helping make your Cisco Support Community a stronger, smarter and friendlier place for all your support needs?  Ever wanted to know about upcoming features, promotions, opportunities and options the Support Community develops?

Introducing, a recently launched, NEW Community area called .

Community-Mananger-Vinay-Sharma.bmpThis new community is the NEWS hub and hotspot of the Support Community. We will be featuring our special programs and promotions from this community, as well as posting upgrades and other platform news. As it grows, you will meet some of our Community Managers and what they do on the CSC, including videos profile introductions. Technical Community Manager-Wireless.

And stay tuned over the weeks to come, we will be adding more Video introductions of the Team behind the Scenes and exciting site news.

We look forward to hearing feedback and ideas from you, and thank you for your continued interest in the Cisco Support Community

Just a quick note, please be sure to direct your questions and concerns to supportforums-info@cisco.com so you are insured a prompt response. Feedback and suggestions can be submitted at https://www.ciscofeedback.vovici.com/se.ashx

CreatePlease to create content
Ask the Expert- Spanning Tree