Sub-skills in UCCE 8.5

The problem here is,
1st of all we allow users to choose a language. Then they can choose the skill group from 2 options. SO these are the two primary skills that we have now what we want to do is we have different agents with different language preference. i.e In primary skill group 1 we have 2 agents,Agent1 can speak English well and Agent2 can speak french well so we need to put these sub skill also in consideration that after user choose the language as English and then choose primary skill group 1 and if Agent1 is awailable he should be given priority over agent2.
Can anyone help in this scenario.

Hi,
Cisco discourages using Sub-skill groups. They are there for historical reasons, but you should not use them.
If there are not too many options, you may create different skill groups based on the language_skill combination. Eg.
- English_Printers
- English_Computers
- English_Terminals
- French_Printers
- French_Terminals and so on.
And then just assign the skill groups to agents (remember, one agent may be a member of multiple skill groups).
Or just wait for the UCCE 9.0 release - there's that precision routing thing that may cover what you need.
Or if you can't wait then use an external database ad let it tell your ICM script who to route this call to - actually, our company sells such a solution so drop me a line if you are interested.
G.

Similar Messages

FYI: "Sub-technology" selections for UCCE/UCCX TAC Service Requests will be updated soon

Hello, Cisco Contact Center customers and partners.
I'm happy to report that the "Sub-Technology" selections listed under the "Contact Center Software" Technology for TAC Service Requests will be updated with the proper names of the Contact Center products soon. This change is scheduled to take effect Monday Oct 10.
The major changes are as follows:
- References to "IPCC Enterprise" will be replaced with "UCCE/Contact Center Enterprise"
- References to "IPCC Express" will be replaced with "UCCX/Contact Center Express"
- Separate UCCE CUIC and WebView sub-techs will be consolidated into one Reporting sub-tech
- Removal of the redundant "CVP Product" sub-tech ("Unified CVP" will be retained)
- Addition of new "Contact Center Management Portal (CCMP)" and "Remote Silent Monitoring (RSM)" sub-techs for UCCE
And just as a general note, when opening a Service Request for any technology via Cisco.com, please be sure to provide all the relevant details, so that we can route your issue to the best available TAC engineer. Always include:
- full product name
- full product version
- detailed description of the problem/symptoms, including the scope of the issue and the frequency
- the business impact of the problem
- the date/time the problem started happening, and what changed around that time
- call flow (if applicable)
- any recent upgrades, major changes, outages, or other existing problems
- any logs, data, or screenshots that were captured
Thank you!
-Paulo

Hello, Cisco Contact Center customers and partners.
I'm happy to report that the "Sub-Technology" selections listed under the "Contact Center Software" Technology for TAC Service Requests will be updated with the proper names of the Contact Center products soon. This change is scheduled to take effect Monday Oct 10.
The major changes are as follows:
- References to "IPCC Enterprise" will be replaced with "UCCE/Contact Center Enterprise"
- References to "IPCC Express" will be replaced with "UCCX/Contact Center Express"
- Separate UCCE CUIC and WebView sub-techs will be consolidated into one Reporting sub-tech
- Removal of the redundant "CVP Product" sub-tech ("Unified CVP" will be retained)
- Addition of new "Contact Center Management Portal (CCMP)" and "Remote Silent Monitoring (RSM)" sub-techs for UCCE
And just as a general note, when opening a Service Request for any technology via Cisco.com, please be sure to provide all the relevant details, so that we can route your issue to the best available TAC engineer. Always include:
- full product name
- full product version
- detailed description of the problem/symptoms, including the scope of the issue and the frequency
- the business impact of the problem
- the date/time the problem started happening, and what changed around that time
- call flow (if applicable)
- any recent upgrades, major changes, outages, or other existing problems
- any logs, data, or screenshots that were captured
Thank you!
-Paulo

UCCE - Default Skill Group Clarification

Looking for clarification on which stats track against an agent's default skill group - ucce 9.1. Specifically, in which circumstances would calls offered/answered be incremented against the default skill group?
The scenario is an agent with 2 lines - 1 DID and one not. The agent states that he logs in using the non-DID line and that no calls were placed/received on the DID line. Grain of salt. Occasionally, there will be a single offered and answered call on a skillgroup report against the default skill group -- and not just for this one agent -- it's happened with a couple of agents. It's my understanding that if an agent manually places an outbound call, it'll be tracked against the default sg, but when would an inbound call hit that sg?
I've made some tests (transferred call to either line, inbound call to the DID line, etc) but haven't been able to make any test call hit the default sg. Any ideas?
thanks,
will

Will,
Offered/Handled should only occur for calls delivered by call center. The a few ways I can think of to deliver a call center call to a default skill group (without selecting the skill group):
Queue to Agent node
Select node followed by Agent node
Agent to Agent node
Label node, routed to extension that the Agent is logged into
That said, I think 1-3 are likely the only options that will increment Offered/Handled.
-Jameson

UCCE Script Version Upgrade Compatibility.

I'm currently running UCCE 7.5 (ICM 7.5.6, CAD 7.6.2, and IP IVR 8.0.2). I'm working with a VAR to plan our upgrade to UCCE 8.5 and 9. The VAR is telling me that there may be a significant amount of time that would need to be spent validating the scripts will work with the newer versions of UCCE. Is this true? In the 9.x Upgrade guide, I see that sub skill groups are no longer supported, but I'm not using any sub skill groups. I have previously performed upgrades from ICM 7.2 to 7.5 and from IP IVR 5 to 7 to 8, and I never had to edit any of my ICM or IVR scripts during the upgrade.

Unless you are converting your skill groups to precision routing skill groups there should be virtually no changes to the scripts.
HTH,
Chris

Priority Skilling. How can it be done in ICM 6.

Hi,
We are currenlty using IPCCE 6 with IP IVR 3.5.
We have agents that belong to multiple skill groups and I would like to prioritize the skill groups.
Lets say I have 2 agents: agent1, agent2 and I have 2 skills groups: VoiceOps and Intake_Eng.
Agent1 belongs to Voiceops and Agent2 belongs to both skills groups. I want calls to VoiceOps to have priority all the time.
Lets says Agent2 is logged on so I want calls to VoiceOps to have priority over Intake_Eng calls.
I was looking at Sub Skill Groups tabs (Subgroup Mask and Sub Skill groups) in the Skill Group explorer and I'm guessing this is what I need.
Using VoiceOps I checked the "Override peripheral default mask" check box
I then checked box 1. This created VoiceOps.pri with priority 1.
I then added Agent1 and Agent2 to VoiceOps.pri.
So now that VoiceOps.pri has a priority of 1 and Intake_Eng has a default priority (0) and Agent2 belongs to both Skill Groups, would VoiceOps.pri calls take priority for Agent2?
Lets say that Agent1 is logged-in and Ready and that I have in one script a "Queue To Skill Group" node with VoiceOps (or VoiceOps.pri) and in another ICM script a "Queue To Skill Group" node with Intake_Eng and lets just says that 2 calls come in at the same exact time and Agent1 is next to receive calls in both skill groups, would Agent1 received the VoiceOps (or VoiceOps.pri) call first?
Using the "Queue To Skill Group" node, how do I route calls to these in my ICM script?
Do I just add VoiceOps in the node and ICM will take care of the rest?
or like this?
Thanks

Agreed. The subskills are not really for IPCC, they were added to align with TDM ACDs.
They can be confusing in reporting - if you queue against the base group when sub-groups are configured, queue statistics will not be counted against the sub groups. They can be confusing in scripting - mainly because they don't work how you think they might: sub-skill groups do not imply priority in scripting.
Regards,
Geoff

ICM Script CED not cleared

Hello All,
I'm having issues on ICM scripts where I have sub menus
MY UCCE IS:
CUCM: 6.1.4.1190-3
CVP: 7.0(2) ES16, ES 19 and ES21
ICM: 7.5(5)
3845 SIP/VXML GW: version 12.4(24)T2
Scripts Microapps, VRU-> CVP
Script example is
Run External Script:           Menu 1
CED:                                             Option 1, 2, 3
                                                       2 invalid, 2 repeats, release the call.
Run External Script:          Menu 2
CED:                                 Option 1, 2,3
                                                       2 invalid, 2 repeats, go back to menu 1.
I'm having failures on the following test:
Listen to menu 1 and pressed 1
Listen to menu 2 and didn't press anything
Listen to the message: "Please make a selection"
Listen to menu 2 and didn't press anything
DIDN't GO BACK TO MENU 1 as expected.
Went to Option 1 on Menu 2.
Is like ICM is keeping the first selected CED if you don't press anything else.
Has anyone had this issue before?
Any suggesitons?
Thank you!
I have attached the script

Agreed.
I've had other interesting behaviour with CED, so it pays to be careful.
For example, getting the caller entered digits (in my case, the extension to be dialed as I had to build an AA in CVP), testing that the CED was within a certain range, then having a PM saying "connecting" go to a dynamic label which used the CED to transfer - sounds right and simple enough.
But the "connecting" PM means that the CED is no longer there for the label to use. The play media microapp clears the CED - actually it return an empty string. You wouldn't think a play media would need to gather digits.
Had to use an intermediate variable.
Regards,
Geoff

XML Input - Business Config. Object

Hello everyone,
I'm having some problems using XML input files to create instances of my custom B.O.
Here is the code for my B.O.:
businessobject SkillBO {
[Label ("Skill ID")][AlternativeKey]element ID:ID;
[Label ("Contact ID")] element contactID:BusinessPartnerInternalID;
[Label ("Primary Skill")]element mainSkill:MAINSKILLSBCOCode;
[Label ("Secundary Skill")]element subSkill:SUBSKILLSBCOCode;
[Label ("Skill Level")] element level:SkillLevelCode;
element nextAvaibleID:IntegerValue;
association ToBusinessPartner to BusinessPartner;
As you can see the "mainSkill" and "subSkill" elements are of a codelist datatype. This codelist is generated by a Business Configuration Object.
I also created Business Configuration Sets to provide values for these elements.
I don't know what values to put in my Excel-file for these elements. I've tried the code, the actual value, etc. ...
But every time I try to upload it (after converting the Excel to XML of course) nothing happens.
For some reason I can't attach the XML, XLS or XSD...
If you need more information, feel free to ask.
Thanks & Regards,
Glenn

Here are some screenshot of my main -and sub skill BCC:
What should I put in the "value"' field in my excel? The ID or the actual value? (1 or ERP)
Thanks & Regards,
Glenn

Skill.Avail real time data in UCCE 8

Hello, all. We have UCCE 8.5 and we're using ICM script node 'route select' to do skill group routing in an agent surplus condition. We want to route the call to skill group in the order the SG listed in the node. I've put a '*.Avail>0' in the if condition. However it doesn't seem to pick up that value reall time. I also used '*.Ready>0' but again it is the same. What I mean is that sometimes even if agent becomes available after a call when I dial the number the call goes to the next skill and not this one. It seems that the system still thinks there's no agent available for that first skill group. I also tried to have multiple 'route select' with only one skill group in each but it is still the same.
It will not matter if I have to route the call to the skill group in the order listed when there's agent available for all listed skill groups since the next 'queue to skill' will send the call to agent anyway. However I need to use the order to select the skill groups.
I did a '1' in if condition, and checked 'enable target requery'. It worked but it will throw error messages in router if there's no available agent in first skill group. Also target requery for one single node seems to only allow 1 requery.
Is this a bug for *.Avail? Any suggestion?
Thanks.

I would suggest using .Ready>0 , ie Sales.Ready>0
I don't believe the skill node understands the "*" the way you expect it.
Sent from Cisco Technical Support iPad App

Export Skill Group Members list for UCCE 8.5

Hello,
We are working with UCCE 8.5 and will be making some major bulk skill group changes. We are looking to do the following:
-Export a list of the members of specific skill groups so that we can revert to original skilling if necessary.
-Bulk editing the members of specific skill groups. The current method of adding/removing skills via Agent Explorer or Skill Group Explorer will not be scalable in the future.
I've tried a variety of SQL queries and manipulation of the Bulk Insert/Edit tools, but have not come up with a solution yet and am hitting my head against the desk at this point. Any direction or advice is appreciated. Thanks!

Hi,
exporting is easy with SQL. The simplest query may be:
USE [icmInstance]_awdb
GO
SELECT
ag.*, sg.*
FROM Skill_Group_Member sgm
LEFT OUTER JOIN Agent ag ON sgm.AgentSkillTargetID = ag.SkillTargetID
LEFT OUTER JOIN Skill_Group sg ON sgm.SkillGroupSkillTargetID = sg.SkillTargetID
The Database Schema docs contain all the necessary info:
http://www.cisco.com/en/US/products/sw/custcosw/ps1844/prod_technical_reference_list.html
Bulk editing: this is what the various "Bulk edit" options are within ICM Configuration Manager. Yes, that's it.
Before you start experimenting with writing into the configuration tables: that's an excellent way of losing Cisco's support. And no, there's no public configuration API available.
G.

UCCE 7.5.10 - Modify Agent Skill Groups via Database instead of Config or Re-Skill tool?

Background - We would like to bulk modify agent skill groups on a weekly basis, but have over 400 agents, 3 teams and over 5 skill groups per agent. We are hoping to build a query to modify the tables required to skill an agent properly. We would problably use a .csv file from our fiance dept. to determine skill groups per agent.
Has anyone been successful or know what tables must be updated/inserted to change an agent's skill groups? Is there a hack/workaround to do it using POST/URL in the Cisco Reskill Tool?
Thanks,
Ray Khan

It is about time for Cisco to realize that this is something that their biggest contact center competitor, Avaya offers as a standard feature, out of the box (I'm sure they know it without me pointing it out). This is "old" technology for Avaya.
We are doing this now in our Avaya contact center with a VB Script and scheduled tasks in Windows. Needless to say, it didn't take a developer to set it up. The scheduled tasks run twice per day to "reset" the agents' skills to pre-determined default values. This allows us the spend less time worrying about intraday skill changes, and whether or not any additional skills were removed from an agent's profile. We know that they'll be changed back twice per day.
We essentially have three different configurations based on time of day and day of week: Monday through Friday, 6:00am to 6:00 pm (Business Hours); Saturday and Sunday 6:00am to 6:00pm (Weekend Daytime); and Sunday through Saturday, 6:00pm to 6:00am (Overnights). We would have to have three UCCX skills with time of day routing to every one Avaya skill achieve this in UCCX.
Also, this capability enables us to re-skill our entire call center, or any subset thereof to a predetermined skill-set with a single mouse click.
I'd love to see Cisco allow and support this or similar functionality.
Sent from Cisco Technical Support iPhone App

UCCE 7.2 Missing Skill Groups in Supervisor Work Flow Setup

Hi, one of our customers reported that when they try to configure a Work Flow for their supervisors in Supervisor Desktop, there are Skill Groups missing from the Available Skill Group List.
I've tried to figure out what might cause this, and the only thing I've found that is different between the visible Skill Groups and the missing ones is that in Desktop Administrator => Personnel Configuration => Teams I can see that the missing Skill Groups don't have any Skills listed in Selected Skills under the Skills tab.
I've tried to find out where in ICM I can add the Skills, as the documentation says it's configured there, but I haven't had any luck so far.
Anyone have any helpful tips please?

Hi
From the problem description I understand that you are seeing "available Skill groups" empty while trying to add a new work flow through CSD.
This is a known defect with 5.x version which has not been fixed yet
http://tools.cisco.com/Support/BugToolKit/search/getBugDetails.do?method=fetchBugDetails&bugId=CSCth04959
In 7.x this issue is not seen
Hope this helps
Regards
Anuj

UCCE 7.5 Skill group expansion

I have an issue where
I want to queue to a skill group for say 5 mins and then expand it to another skill group or groups. What is the best way to do this?
My thoughts:
1) add skill group to initial queue to node with a consider if statement
2) add an if statement after the initial queue to node?
Other options or opinions?

1. Will not work assuming this if the first queue to SG node it sees. So you just queue the call.
2. This will work assuming you have the check in the right place. For example, to check after 30 seconds of music on hold.
david

Original Caller Id not appearing in case of call transfer [UCCE 7.0]

Dear All,
Currently we have UCCE 7.0 Environment and we are facing an issue that when a call is transferred by an Agent A to another Agent B via different Call Flow, the Original Caller Id of the customer is not getting displayed on Agent B Phone, rather it shows the Caller Id of the Agent A who has transferred the call. Following are the details of scenario.
1. We have two different call flows of ICM scripts, lets Call it Call Flow A and Call Flow B.
2. A Call arrives to Call Flow A, goes into the SkillGroup Queue and Call is answered by Agent A and he can see the correct Callerd Id. When Agent A determines that the call is not related to his skills, so he transfers the Call to Call Flow B.
3. The transferred Call in Call Flow B goes into the Skill Group Queue and is answered by Agent B but the Agent B can't see the original Caller Id of the customer, rather he is presented with the Caller Id of Agent A who transferred the Call.
Our contact center staff complains that the issue was not there before, so we tried to verify this through past Screen Recordings found that their claim is correct.
We tried to trouble shoot this by collecting wireshark logs, but as our call volume is too high so we couldn't figure out which party has changed the Caller Id. We tried to make a guess that may be at CVP end the Caller Id has been changed, so when we tried to filter the IP addresses of CVP Servers in wireshark logs as source and destinations, so we found no results.
I just want to know what would be the best way to troubleshoot this issue. And does anyone know what may cause this issue to trigger suddenly. We still have plans to capture the wireshark logs again during off peak hours, but still i thought i may get a good advise on this forum.
Regards,
Yasir

Hi Yasir - Route Pattern 2xxxx which is routed to CVP is specially created for transfer scenario ? or accidentally some one created this.
whatever the reason is Route pattern taking priority and transferring calls to CVP which is considering transfer leg as NEW CALL instead of PRE-ROUTE call so obviously phone Extn which is transferring the calls will appear as ANI which we can verify the same from below logs since ICM losing the call control it cannot update initial call info here the same can be verified in PIM logs.
Since you already enabled N/W transferred in PIM and Script, Just delete the Route Pattern 2xxx which is pointing to CVP and make test calls and tranfer the same call to 20083 via CTI and let me know the result
You can also verify the TCD table in HDS DB for the call where Router call key will be same for initial and Transfer leg
deleting Route Pattern will resolve the issue, make some test call and observe the ANI for tranfer leg
If not collect the logs will verify the same, also pls update me TCD table for those failure calls
// Fresh call from PSTN (36600985)
Line 3174: 5774543: 10.149.26.36: Jan 01 2015 23:04:28.910 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=Pool:SIP[1045172]} Matched 10047 to 10.149.26.35
Line 3175: 5774544: 10.149.26.36: Jan 01 2015 23:04:28.910 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=Pool:SIP[1045172]} Using Local Static Route for sip:[email protected]
// Transfer call from 10047 using Route Pattern
Line 3559: 5774771: 10.149.26.36: Jan 01 2015 23:06:08.066 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=DATAI.7} NEW CALL with guid=754ADE47912811E48D7897BD6DF783AA legid=754B7A6F-912811E4-8D7E97BD-6DF783AA dn=20083 ani=10047 uui=null calldate=Thu Jan 01 23:06:08 AST 2015 video=false
// Request from VG to CVP
5774793: 10.149.26.36: Jan 01 2015 23:06:29.878 +0300: %CVP_7_0_SIP-7-PARAM: {Thrd=DATAI.7} CALLGUID = 824B1BC0912811E4BDE75475D04FE580 LEGID = 824BB7E8-912811E4-8D8997BD-6DF783AA - [INBOUND]: ReqURI (DN) sip:[email protected]:5060 FromURI sip:[email protected] Video:false
// Final Agent Transfer
10.149.26.36: Jan 01 2015 23:06:32.550 +0300: %CVP_7_0_SIP-7-CALL: {Thrd=Pool:SIP[1045217]} Matched 10074 to 10.149.26.35
Using Local Static Route for sip:[email protected]
[OUTBOUND]: INVITE TO <sip:[email protected];transport=udp> FROM 10047 <sip:[email protected]:5060>

UCCE 8.5.3/8.5.4 call volume statistics not matching in interval tables

hello,
We have just migrated a call center to UCCE 8.5.3 that runs roggers and ICM call flow scripts that contain very basic flows. In each flow there is basically a one-to-one ratio of call type elements to select skill group elements.
Generally you would expect the call volume (as our scripts are written) to have almost the same call volume in the call type interval table and the skill group interval table, with allowable differences because of RONAs, etc. But basically somewhat close.
In general this does work but after a reboot of the roggers (A and B sides) (logger down first, then router and reversed to start), the skill group interval data lags greatly from the call type interval data, meaning maybe 10% of the call type interval volume. We have learned that completely shutting down both A and B side and then briinging it back up in order from scratch seems to alleviate the problem (until the next restart). We cannot just leave the servers alone though due to company security patching policies.
Cisco TAC had recommended patching to UCCE 8.5.4 which we have recently done, but the probelm persists.
I was wondering if this data discrepancy has ever been seen by anyone else or if possibly some system config issue might be self-deating us? Rebooting the roggers leaves the phone system itself working just fine for the call centers, but the recording of statistics to the skill group interval table is greatly impacted with almost no recording of volume in relation to the call type interval (and for comparison, the call type skill group interval table as well).
We would generally not worry about it, but the workforce management vendor that takes its feed from UCCE only uses the skill group interval, which is basically reporting almost no volume in the mentioned scenarios.
If anyone can provide any information it would be most appreciated/
Thanks.
Greg

Thank you for the response. The time source check is a great idea. We ran into problems before when internal web service servers did not match the PGs (CTIOS service) and CTI provideed stats did not match.
We will continue to work through TAC, but I was just wondering if anyone else had seen this (as 8.5.4 sid not fix it) and if maybe it could have been something self-defeating in our system configuration or scripting. We did not immediately know this was happening until our 3rd party workforce management vendor made us aware.
Thanks,
Greg

Reusing code within the same VI (when a sub-VI won't do)

My last question here got awarded a kudos point "for being a great question", which is pretty embarrassing, because at my present skill level it's hard to envisage the time when I'll ever be anything other than a "taker" from this forum ! So here goes with a "dumb" question to try to put the record straight.
My front panel has 17 groups of one button + three numeric indicators, that's quite a lot of front panel items and 8 of the groups have an enum indicator as well. All of these items are also contolled by property nodes for visibility and/or "disabled".
My program gathers all the data for these items into a Functional Global Variable array, and at end of the main loop it refreshes the properties and the values of all of these front panel items. It could look unruly, but because of the similarity between the 17 groups the refresh of the front panel items all happens within a neat FOR loop (albeit with a 17-way CASE structure inside it) so at least these controls aren't sprawled out all over my block diagram.
The only problem I have is that my program takes quite a few seconds to initialise and get the loop running, during which period the front panel shows garbage (well, maybe not garbage, maybe data related to the last time the program ran, which may have been a different context, so much better if not visible).
But if I also ran the same "front panel refresh code" right after initialising (wiping) the data in my Functional Global, the result would be that all of these controls would be invisible or disabled, which is a much better place to start from.
But do I have to put a completely separate copy of the loop onto my block diagram to get this effect ?
Making a sub-VI is out of the question, because it's this VI's front panel I am working on.
The word that describes (to me) what I want to do is "subroutine", but in LabVIEW "subroutine" seems to have a very specific meaning, a "stripped for speed" VI that won't touch any front panel anyway.
Is this just a problem of my mindset ? It's true that in my life by far the most code I wrote was assembler for 8-bit embedded micros, those applications were always strapped for memory. At this stage of my career the balance won't be tipped however much high-level code I write (yes, I'm a dinosaur). So I tend to fret about how big my compiled code will be. Should I just put another copy of the loop (actually it's only the 76 "visible" property nodes I need) onto my block diagram and stop worrying about it ?
Solved!
Go to Solution.

A number of comments.
1) The title of Dinosaur is still up fro grabs with many of us in the running ( I as well used to play the game of "ICan write that charceter in X lines...")
2) When you are doing a lot with the GUI, "Defer FP Updates (its a property of the FP to shut down screen updates, serach for that) may spped things up.
3) I use a GUI controller very often in my apps. I posted about it here.
4) If you chase down my tags I have a collection related to GUI performance.
I'd put the code in a VI called from my GUI controler (that called your FG to get the info).
Regarding memory
When we used to depend on someone with a crochete hook and beads to make our memory, it was justified. Today, memory is cheap and using to save yourself time is just fine. When you worry about memory is when you find the code does not fit into 2 G anymore.
Ben
Ben Rayner
I am currently active on.. MainStream Preppers
Rayner's Ridge is under construction

Sub-skills in UCCE 8.5

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