UCCX 8.0.2 - New Agent missing in HR

Hello Dear Community Members
We have got uccx server version 8.0.2 with several agent on it. The problem is that when I added two new agents they do function properly but their activity was not distplayed in HR. It pasted around a week but with no change.
Could you please advice something?

To find the root cause of stuck calls you need to Check MIVR/CCX engine logs
below is the link to read MIVR/CCX engine logs
http://docwiki.cisco.com/wiki/Guide_to_reading_MIVR_logs_for_Telephony_Issues_-_ICD_Call_Flow
I hope this will help

Similar Messages

UCCX 8 Differentiate between new and requeued Emails

Hi All,
It would be of great help if anyone could guide me whether there are any features in UCCX 8 that lets Email Agents differentiate a new Email from a requeued one.
Is there a way to configure CAD so that Agents can mark emails that are requeued ?
Also, is it possible for Agents to receive new Emails when he / she has an Email on hold, to be worked later ?
Many thanks !
Thanks & Regards,
Anand

No on the requeue differentiation. Unlike phone calls, emails do not show a journal of what has happened to them.
There is a setting that allows the system to assign up to five emails at a time to the agent. This is done through Desktop Admin under Email Settings > Global Settings.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cda85ccxug-cm.pdf page 200.
Please remember to rate helpful responses and identify helpful or correct answers.

UCCX 10.5 - newly created agents can't login to CAD

Hello,
After upgrading UCM 8.6 to 10.5 and UCCX 8.5 to 10.5 I can't add new agents. I have installed second UCCX and reused CTI and RMCM users, registered CIPC, created end-user, configured IPCC extension and set CIPC in controlled devices on end user and rmcm user. DN is not a shared line. When I try to login to CAD it asks to associate the phone with RM JTAPI provider user. Agents created before upgrade works fine. I see the following traces:
120643: Aug 08 16:46:18.387 MSK %MIVR-ICD_CTI-7-UNK:ClientConnMgr: Processing msg on socket:Socket[addr=10.1.9.66,port=62888,localport=12028] Msg is {length=71 type=SET_AGENT_STATE_REQ,invokeId=47,agentState=LOGIN,eventReasonCode=1,forcedFlag=False,agentID=m.denisov2,agentDN=1900,agentPwd=***** }
120644: Aug 08 16:46:18.388 MSK %MIVR-ICD_CTI-7-UNK:This connection is using encrypted passwords for agent login message
120645: Aug 08 16:46:18.401 MSK %MIVR-SS_RM-7-UNK:Processing msg: CTISetAgentStateReqMsg (Rsrc:m.denisov2 InvokeID:47 State:LOGIN Forced:False)
120646: Aug 08 16:46:18.401 MSK %MIVR-SS_RM-7-UNK:Agent m.denisov2 is outbound capable.)
120647: Aug 08 16:46:18.401 MSK %MIVR-SS_RM-7-UNK:Rsrc: m.denisov2 Contacts:
120648: Aug 08 16:46:18.401 MSK %MIVR-SS_RM-7-UNK:Rsrc: m.denisov2 PrevState: UNKNOWN PrevStateSet:false
120649: Aug 08 16:46:18.401 MSK %MIVR-SS_RM-7-UNK:Rsrcs in ARL of ESD RU-MSK-DIRECT_SALES:
120650: Aug 08 16:46:18.697 MSK %MIVR-SS_RM-7-UNK:Trying to authenticate agent m.denisov2
120651: Aug 08 16:46:18.880 MSK %MIVR-SS_RM-7-UNK:Processing msg: class com.cisco.wf.subsystems.rmcm.msgs.UserAuthJobResponse Rsrc:m.denisov2
120652: Aug 08 16:46:18.927 MSK %MIVR-SS_RM-7-UNK:Rsrc: m.denisov2 New State:LOGOFF Old State:LOGOFF Reason code:1
120653: Aug 08 16:46:18.927 MSK %MIVR-SS_RM-7-UNK: The mapping SEP902B34750ED4-m.denisov2 has been added
120654: Aug 08 16:46:18.927 MSK %MIVR-SS_RM-7-UNK:Terminal SEP902B34750ED4 IPv6 Address is NULL
120655: Aug 08 16:46:18.927 MSK %MIVR-SS_RM-3-LOGIN_FAILED:Login of resource failed: Module Name=RM component,The description of a message sent from/to the RM=CTISetAgentStateReqMsg (Rsrc:m.denisov2 InvokeID:47 State:LOGIN Forced:False),A specific description for a trace=problems in JTAPI or CM
120656: Aug 08 16:46:18.927 MSK %MIVR-SS_RM-7-UNK:Posting msg CONTROL_FAILURE_CONF Socket:Socket[addr=10.1.9.66,port=62888,localport=12028] invokeID:47 failureCode:CF_GENERIC_UNSPECIFIED errorCode:88001 text:Unable to login agent due to problems in JTAPI or CM in CTI Server's message queue
120657: Aug 08 16:46:18.927 MSK %MIVR-ICD_CTI-7-UNK:OutboundMsgProcessor: got message: { CONTROL_FAILURE_CONF }
120658: Aug 08 16:46:18.928 MSK %MIVR-ICD_CTI-7-UNK:OutboundMessageprocessor : sending msg : { length=-1 type=CONTROL_FAILURE_CONF,invokeId=47,failureCode=CF_GENERIC_UNSPECIFIED,errorCode=88001, text=Unable to login agent due to problems in JTAPI or CM to socket: Socket[addr=10.1.9.66,port=62888,localport=12028] }
120659: Aug 08 16:46:18.928 MSK %MIVR-ICD_CTI-7-UNK:MsgHandler : Sent : { CONTROL_FAILURE_CONF to Socket[addr=10.1.9.66,port=62888,localport=12028] }
I have tried to disassociate and associate the phone with rmcm user and even rebooted UCCX, how can i troubleshoot this problem furher?
I use IPv4 only, what means line 120654, is it normal?
Regards,
Maxim

I have installed second UCCX and reused CTI and RMCM users,
It sounds like the upgrade is irrelevant here, and what we're really troubleshooting is your second UCCX installation which is using the same accounts as your first UCCX installation.
Of course, I've been around long enough to know that communication breakdowns are common, and you may have not meant that.
For example, maybe what you meant was, you added an HA node? But if not, and you really installed a new instance while reusing the existing credentials, I would suggest creating new app users for your new UCCX and not sharing them.
PS It's very hard for me to read your log snippet with the black background. Could you edit your post and remove the formatting please? Thanks.

Not able to generate UCCX Historical Report of one agent

Dear All,
I am not able to generate the UCCX Historical report of the agent as the Historical reports of the agent is generating upto the Feburary 2013 but we are not able to view the Historical Report of March 2013 and onwards, the realtime reports are generating and the agent name is added to the Active Directory only once, help is required in this regard.
Best Regards,
Durraze Khan

Rajesh,
Put a breakpoint and try to debug the report step by step.
You will findout the reason very easily.
Whenever you have a select and are trying to append into an internal table, keep checking your internal table if it is been populated with the correct records.
This way, you will findout the cause and can correct is accordingly.
Thanks,
Suresh Ganti

Getting Error while creating new agent in ICM 8.5.2

I am facing a problem when i am trying to create a new agent or skill group, I am getting the error:
Failed to Update the Database.
Attempt to insert a new record with a Unique ID that is already in use.
Data Location: Skill_Target.
Please help !!!!!!!

Hi Arpit,
This error message can appear when an agent with the same name already       exists in the ICM database.
One solution is that you add the new agent to the ICM with a different       name.
Alternatively, you can delete the existing agent. When you delete an       agent, it is logically marked for deletion, but continues to exist in the       database with the Deleted flag set to Y (yes). It is no longer available for use in the routing scripts. However, you       will still be unable to create a new agent with the same name as that of the       deleted agent, because it still exists in the database. In order to delete the       agent record permanently, select Configuration Manager >       Administration > Deleted Objects, and       delete it.
Refer to Failure to Add a New Agent to Cisco ICM - Violation of UNIQUE KEY Constraint for more information. Also refer UCCE 7.x: Error Message "Failed to update the database" When Trying to Delete an Agent.
Regards,
Greeshma

How to create new agent types in transaction CBIH92.

Hi guru's,
Can anybody tell me how i can create new agent types .
thanks and regards,
Pronoy.

Hi Pronoy
Agent types are not created in CBIH92, those have to be created in IMG setting as per following path
SPRO --> Environment, Health and Safety --> Industrial Hygiene and Safety --> Risk Assessment --> Specify Agent types
Hope it will help you.
Regards
Vikram

I have a iPod clsic load it with the music I like. I want to sync all my iPod music with the iTunes library (new) without missing any music from my iPod. How I do that?

I have a iPod clsic load it with the music I like. I want to sync all my iPod music with the iTunes library (new) without missing any music from my iPod. How I do that?

you have to pay to get a program like CopyTrans here is the link: http://www.copytrans.net/download.php

New Agent and Image-safe Data

Just built new images and used the latest agent from May 24,
2010/ZDM7SP1IR4HP4 (Agent v7.0.173.100324) - it appears that this new
agent is not respecting a specified Restore Mask. I'm basing this on the
observation that freshly imaged machines are retaining the previous
computer name as stored in the image-safe data - I use my own routine
for naming that runs during mini-setup, which is why I have a restore
mask in place.
I've confirmed that the proper restore mask is set both in the ziswin
gui and in the registry (HKLM\Novell\ZENworks\ZISWin Do Not Restore
Mask, REG_DWORD). Setting the ziswin mode to "Disable" resolves the
behaviour and naming conforms to my routine. I tested on another machine
and with the Agent in "Restore" mode the history reports the status as
"Successful...restore mask was 0x00000020". This mask is incorrect and
specifies only the "Windows SID" as the data not to restore.
I'll forward this to Novell...curious if anyone else has seen this
behaviour.

jd,
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posting. That concerns us, and has triggered this automated reply.
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correct newsgroup. (http://forums.novell.com)
Be sure to read the forum FAQ about what to expect in the way of responses:
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If this is a reply to a duplicate posting, please ignore and accept our apologies
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Good luck!
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UCCX 5.02 Copy/Move Agent Recordings

UCCX 5.02 Copy/Move Agent Recordings
We are running UCCX 5.02 and have a workflow setup to automatically record all agent calls without Supervisor intervention. We are not using QM. Is there a UCCX tool, other than writing a .bat file and scheduling it, that will copy/move the recordings to another location automatically?
Thanks!!!
Adam

Hi
See attached for a script a wrote to archive the .raw files created by CRS to .wav format on a Windows network share. All activities carried out by the script are logged to text file for reference.
Use at your own risk!
Be aware that it doesn't 'clean out' entries from the databases, so if you allow the script to remove files from the CRS server the recordings will appear in Supervisor desktop until they expire.
To run the script, read it carefully, check the parameters, and rename it to .vbs.
It should then be added as a Scheduled Task and executed as a local administrator on the CRS server itself. On a HA setup, set up the scheduled task on each recording server.
If you use it, please rate my post!
Aaron

UCCX 8.5.1 SU3 agent get license error on signon

Hi,
Having an intermintent issue on UCCX 8.5.1 SU3 w/CUCM 8.6.2 SU2.
From the agent debug logs, the day before the closing of CAD doesn't shutdown nicely it looks like (user did not report any errors at end of day when they shut down). The next morning they get licensing error when they try to log in and relaunch CAD 2-3 times then they can log in.
The CAD version is correct and the LRM logs from server don't show this agent attempting to log in during the error, and the LRM log file only shows a successful log in from this agents PC IP address on the successful login. I restarted the LRM service to see if it helps today. Single UCCX server (no HA).
AGENT DEBUG LOGS:
2013-03-18 18:09:19:128 WARN DESK2121 Unable to write agent state change to RASCAL: GID=1363615138 Error=CORBA error.
2013-03-18 18:09:20:267 WARN DESK2126 Unable to write call data to RASCAL: GID= 1363615138 Error=Client recovering connection to server
2013-03-18 18:09:44:821 WARN DESK2018 Unable to update wrapup data to RASCAL: GID=1363615138 Error=Client recovering connection to server
2013-03-18 18:09:44:821 WARN DESK2121 Unable to write agent state change to RASCAL: GID=1363615138 Error=Client recovering connection to server
2013-03-18 18:10:26:130 INFO DESK1004 RASCAL auto-recovery message received.
2013-03-18 18:10:26:161 INFO DESK1141 RASCAL Server Feature auto-recovery message received.
2013-03-18 18:15:06:259 WARN STD3000 Get registry key <MTS_CitrixInstall> under path <SOFTWARE\Calabrio\CAD\Site Setup>. Object not found: <2:The system cannot find the file specified.>.
2013-03-18 18:15:07:336 INFO SOCKET0000 <CADEEMConnector> service on port <59015> has started.
2013-03-18 18:15:10:112 INFO VOIP4005 Desktop monitoring disabled for extension [1047].
2013-03-18 18:15:11:782 ERROR DESK3007 Chat DropUser failed.
2013-03-18 18:15:11:782 INFO DESK1053 Remaining time <2000>
2013-03-18 18:15:11:782 INFO DESK1054 We received AS_LOGOUT so close CAD window.
2013-03-18 18:15:12:187 INFO DESK1049 Releasing Agent License...
2013-03-18 18:15:12:203 ERROR DESK3113 Unknown exception while releasing the license(s)
2013-03-18 18:15:12:484 INFO STD0005 Client <Calabrio LDAP> disconnected from service at <10.1.1.10>.
2013-03-18 18:15:12:593 INFO DESK1006 LDAP auto-recovery message received.
2013-03-18 18:15:12:593 ERROR FCCC2009 Unexpected exception (Unexpected exception in Chat client service thread).
The next morning, when they log in..
2013-03-19 09:59:09:009 INFO LC0007 Invalid Value.
2013-03-19 09:59:09:009 INFO LC0007 Invalid Value.
2013-03-19 09:59:09:025 INFO LC0007 Invalid Value.
2013-03-19 09:59:09:025 INFO LC0007 Invalid Value.
2013-03-19 09:59:09:025 INFO LC0007 Invalid Value.
2013-03-19 09:59:09:025 INFO LC0007 Invalid Value.
2013-03-19 09:59:09:072 INFO STD0000 Starting preference change event dispatch thread.
2013-03-19 09:59:10:179 INFO LC0000 Connected to Calabrio LDAP server on <10.1.1.10>.
2013-03-19 09:59:10:179 INFO STD0004 Client <Calabrio LDAP> connected to service at <10.1.1.10>.
2013-03-19 09:59:10:382 INFO DESK1122 Get Update Flag from LDAP successfully.
2013-03-19 09:59:10:554 INFO SPUD0000 Successfully launched update from <C:\Program Files\Common Files\CAD\bin\update.exe>.
2013-03-19 09:59:18:488 ERROR DESK3109 Could not obtain license from LRM.
2013-03-19 09:59:19:600 ERROR DESK3113 Unknown exception while releasing the license(s)
2013-03-19 09:59:19:600 ERROR DESK3113 Unknown exception while releasing the license(s)
2013-03-19 09:59:19:614 INFO STD0005 Client <Calabrio LDAP> disconnected from service at <10.1.11.10>.

Hi,
DESK3109 Text: Could not obtain license from LRM.
Type: Error
Add’l Info: LRM is not running.
Action: check if the server is running
DESK3113 Text: Unknown exception while releasing the
license(s)
Type: Error
Add’l Info: LRM is not running
Action: check if the server is running
FCCC2009 Text: Unexpected exception.
Type: Fatal
Add’l Info: CTIOS API waitforsingleobject fails.
Action: Check system resource availability (CPU and
memory).
Reference:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/reference/guide/cad85ccxecd.pdf
I would suggest you to please restart the UCCX servers or LRM service specifically in your maintainance window and see if it helps.
Thanks,
Anand
Please rate helpful posts !!

I tring to create new agent and then checking test connection it will show

i tring to create new agent and then checking test connection it will show error like below plz help us
oracle.odi.runtime.agent.invocation.InvocationException: ODI-1424: Agent host or port cannot be reached using http://localhost:29010/oraclediagent.
     at oracle.odi.runtime.agent.invocation.RemoteRuntimeAgentInvoker.reThrowAgentErrorAsInvocation(RemoteRuntimeAgentInvoker.java:932)
     at oracle.odi.runtime.agent.invocation.RemoteRuntimeAgentInvoker.invoke(RemoteRuntimeAgentInvoker.java:291)
     at oracle.odi.runtime.agent.invocation.RemoteRuntimeAgentInvoker.invokeIsAlive(RemoteRuntimeAgentInvoker.java:427)
     at oracle.odi.ui.action.SnpsPopupActionTestAgentHandler.actionPerformed(SnpsPopupActionTestAgentHandler.java:65)
     at oracle.odi.ui.SnpsActionControler.handleEvent(SnpsActionControler.java:75)
     at oracle.ide.controller.IdeAction.performAction(IdeAction.java:529)
     at oracle.ide.controller.IdeAction.actionPerformedImpl(IdeAction.java:884)
     at oracle.ide.controller.IdeAction.actionPerformed(IdeAction.java:501)
     at javax.swing.AbstractButton.fireActionPerformed(AbstractButton.java:1995)
     at javax.swing.AbstractButton$Handler.actionPerformed(AbstractButton.java:2318)
     at javax.swing.DefaultButtonModel.fireActionPerformed(DefaultButtonModel.java:387)
     at javax.swing.DefaultButtonModel.setPressed(DefaultButtonModel.java:242)
     at javax.swing.AbstractButton.doClick(AbstractButton.java:357)
     at javax.swing.plaf.basic.BasicMenuItemUI.doClick(BasicMenuItemUI.java:1225)
     at javax.swing.plaf.basic.BasicMenuItemUI$Handler.mouseReleased(BasicMenuItemUI.java:1266)
     at java.awt.Component.processMouseEvent(Component.java:6263)
     at javax.swing.JComponent.processMouseEvent(JComponent.java:3267)
     at java.awt.Component.processEvent(Component.java:6028)
     at java.awt.Container.processEvent(Container.java:2041)
     at java.awt.Component.dispatchEventImpl(Component.java:4630)
     at java.awt.Container.dispatchEventImpl(Container.java:2099)
     at java.awt.Component.dispatchEvent(Component.java:4460)
     at java.awt.LightweightDispatcher.retargetMouseEvent(Container.java:4574)
     at java.awt.LightweightDispatcher.processMouseEvent(Container.java:4238)
     at java.awt.LightweightDispatcher.dispatchEvent(Container.java:4168)
     at java.awt.Container.dispatchEventImpl(Container.java:2085)
     at java.awt.Window.dispatchEventImpl(Window.java:2475)
     at java.awt.Component.dispatchEvent(Component.java:4460)
     at java.awt.EventQueue.dispatchEvent(EventQueue.java:599)
     at java.awt.EventDispatchThread.pumpOneEventForFilters(EventDispatchThread.java:269)
     at java.awt.EventDispatchThread.pumpEventsForFilter(EventDispatchThread.java:184)
     at java.awt.EventDispatchThread.pumpEventsForHierarchy(EventDispatchThread.java:174)
     at java.awt.EventDispatchThread.pumpEvents(EventDispatchThread.java:169)
     at java.awt.EventDispatchThread.pumpEvents(EventDispatchThread.java:161)
     at java.awt.EventDispatchThread.run(EventDispatchThread.java:122)

after using this link it will show error like below plz help
C:\oracle\Middleware\Oracle_ODI1\oracledi\agent\bin>agent -NAME=OracleDIAgent
OracleDI: Starting Agent ...
2011-03-28 19:14:12.930 ERROR ODI-1131 Agent OracleDIAgent encountered an error:
ODI-1400: Agent OracleDIAgent start failure: JDBC connection error occurs while
connecting to the master repository.
ODI-1441: Unable to connect to the master repository at JBDC URL=jdbc:oracle:thi
n:@01hw175334.india.tcs.com:1521:orcl with USER=sh.
Caused By: java.sql.SQLException: Exception occurred while getting connection: o
racle.ucp.UniversalConnectionPoolException: Cannot get Connection from Datasourc
e
at oracle.ucp.util.UCPErrorHandler.newSQLException(UCPErrorHandler.java:
541)
at oracle.ucp.jdbc.PoolDataSourceImpl.throwSQLException(PoolDataSourceIm
pl.java:587)
at oracle.ucp.jdbc.PoolDataSourceImpl.getConnection(PoolDataSourceImpl.j
ava:668)
at oracle.ucp.jdbc.PoolDataSourceImpl.getConnection(PoolDataSourceImpl.j
ava:613)
at oracle.ucp.jdbc.PoolDataSourceImpl.getConnection(PoolDataSourceImpl.j
ava:607)
at oracle.odi.Agent.validateConnectionProperties(Agent.java:398)
at oracle.odi.Agent.doGetDataSource(Agent.java:390)
at oracle.odi.Agent.main(Agent.java:471)
Caused by: oracle.ucp.UniversalConnectionPoolException: Cannot get Connection fr
om Datasource
at oracle.ucp.util.UCPErrorHandler.newUniversalConnectionPoolException(U
CPErrorHandler.java:421)
at oracle.ucp.util.UCPErrorHandler.newUniversalConnectionPoolException(U
CPErrorHandler.java:389)
at oracle.ucp.jdbc.DriverConnectionFactoryAdapter.createConnection(Drive
rConnectionFactoryAdapter.java:133)
at oracle.ucp.common.UniversalConnectionPoolImpl$UniversalConnectionPool
Internal.createOnePooledConnectionInternal(UniversalConnectionPoolImpl.java:1570
at oracle.ucp.common.UniversalConnectionPoolImpl$UniversalConnectionPool
Internal.access$600(UniversalConnectionPoolImpl.java:1378)
at oracle.ucp.common.UniversalConnectionPoolImpl.createOnePooledConnecti
on(UniversalConnectionPoolImpl.java:445)
at oracle.ucp.common.UniversalConnectionPoolImpl.borrowConnectionWithout
CountingRequests(UniversalConnectionPoolImpl.java:302)
at oracle.ucp.common.UniversalConnectionPoolImpl.borrowConnection(Univer
salConnectionPoolImpl.java:129)
at oracle.ucp.jdbc.JDBCConnectionPool.borrowConnection(JDBCConnectionPoo
l.java:119)
at oracle.ucp.jdbc.PoolDataSourceImpl.getConnection(PoolDataSourceImpl.j
ava:655)
... 5 more
Caused by: java.sql.SQLException: ORA-01017: invalid username/password; logon de
nied
at oracle.jdbc.driver.SQLStateMapping.newSQLException(SQLStateMapping.ja
va:70)
at oracle.jdbc.driver.DatabaseError.newSQLException(DatabaseError.java:1
33)
at oracle.jdbc.driver.DatabaseError.throwSqlException(DatabaseError.java
:206)
at oracle.jdbc.driver.T4CTTIoer.processError(T4CTTIoer.java:455)
at oracle.jdbc.driver.T4CTTIoer.processError(T4CTTIoer.java:406)
at oracle.jdbc.driver.T4CTTIoer.processError(T4CTTIoer.java:399)
at oracle.jdbc.driver.T4CTTIoauthenticate.receiveOauth(T4CTTIoauthentica
te.java:799)
at oracle.jdbc.driver.T4CConnection.logon(T4CConnection.java:368)
at oracle.jdbc.driver.PhysicalConnection.<init>(PhysicalConnection.java:
508)
at oracle.jdbc.driver.T4CConnection.<init>(T4CConnection.java:203)
at oracle.jdbc.driver.T4CDriverExtension.getConnection(T4CDriverExtensio
n.java:33)
at oracle.jdbc.driver.OracleDriver.connect(OracleDriver.java:510)
at oracle.ucp.jdbc.DriverConnectionFactoryAdapter.createConnection(Drive
rConnectionFactoryAdapter.java:129)
... 12 more
C:\oracle\Middleware\Oracle_ODI1\oracledi\agent\bin>

UCCX 9/SocialMiner Web Chat Agent Name

Hi,
We recently implemented SocialMiner in a DMZ to allow for the web chat support feature to integrate with our UCCX 9. I've run successful tests, but I have a question regarding the agent name that displays in the chat window. Currently, the agent name is showing as their Active Directory username, which is a first/middle initial and last name. Is there a way to change that so it only shows the First Name of the agent? We're concerned about privacy for our agents.
See screenshot below.
Thanks for your help!
Kevin

Hi
so i double checked and masking of "agent name "is not possible as of the moment by any configurable settings on UCCX
it will always show "
"Agent ID" + "(Customer Rep.)" in chat room"
i hope this clarifies your questions,
Regards
Anurag Siddhu

11g: New agent versions at download-area

Hello,
how can i put new agent versions at our download area on grid control server?
Acutally we have a grid control server verison 11.1.0.1.0 and all agent versions for deployment are 11.1.0.1.0 or older. But i want to install agent version 11.1.0.7.0. What i have to do therefore?
Regards,
Heike

The staging area in <OMS_HOME>/sysman/agent_download/<version> is only for staging base versions of the agent.
If you want to deploy an agent with patches (e.g. agent version 11.1.0.1.0 with PSU 5 applied), you can apply the desired patches to an existing agent and then clone it. For more information on cloning an agent, please see:
http://docs.oracle.com/cd/E11857_01/install.111/e16847/clone_agent_usng_zip.htm#BABHBJJA
By the way, agent version 11.1.0.7.0 is not available.
Regards,
- Loc

UCCX 8.5.1 SU2 Agent Line/Ext on Two IP Communicators - Only One Will Be Registered

I have a corner case where an agents laptop may use a local Gigabit Ethernet port or a different Gigabit Ethernet port located on a laptop docking station using IP Communicator 8.6(2).
Due to a requirement for QM/Compliance Recording (per Calabrio), we need to code the SEP<NIC MAC ADDRESS> for each potential port; meaning I will have two IPCs coded; each with a unique device name set to SEP<NIC MAC ADDRESS>.
The IP Communicators are set to generate their device name automatically. This means that they can only use / register one IPC at a time.
In the lab, having two IPCs configured with an identical line seems to function 100% when only one of IPC stations is registered to CUCM.
SRND and various posts state the usual about shared lines for agents being unsupported.
Does my scenario fit with "this is a shared line" which would force us to alter design and complicate the user experience with extension mobility?
Thoughts?
Code in use is CUCM 8.6 and UCCX 8.5(1)SR2; CAD is being exclusively used on Win 7.

Calabrio professional services has informed us (and it was re-confirmed) that IPC needs to present the NIC being used for CR/QM/AQM to provide desktop recording functionality.
Do you have experience where you have "hard-set" or statically configured the device name to one of the NICs (LAN) but it also worked for other interfaces with unique MAC addresses (WLAN, dock LAN, AnyConnect)?
Also, our Cisco SE posed this question via IM to his Cisco AS associate and got a conflicting report; the justification was that "shared" in UCCX context means two or more active-registered to CUCM phone appliances with identical DN/in any partition (versus the CUCM definition of identical DN in a single partition). He seemed to have direct knowledge of using two phone appliances associated to the same user/agent for a phone appliance migration effort (7940s to 7942s) where everything was pre-configured, the old phone was removed and the new one placed (only one entry was registered at a time).
Do I trust Cisco SE/AS resources or SRND?
Thanks

UCCX 10.5 - IP Phone Agent (IPPA) & Finesse

I see that running CAD or Finesse is mutually exclusive i.e. one or the other but I can't find anything about IP Phone agent.
My question is, if I enable and run Finesse will IP Phone agent still work and be supported?
Thanks

Yeah. It's not supported. During a UCCX presentation for CUG (or whatever it's called now), I asked if there will be a Finesse supported replacement and was told there would be but that was all that was offered. TBH, I don't get why they wouldn't have one already. I'm looking at new rollouts and when I explain the life expectancy of CAD, customers are opting right away for Finesse. Then I drop the "you have to have a PC at all times" line and the disappointment sets in. Ah well.

UCCX 8.0.2 - New Agent missing in HR

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