Appyling the VLANs in the Contact Center, how?

Hi All;
In order to get the best network performance that serve UCCE (enterprise) with CVP, how the VLANs to be applied in the ports (how many vlans, and which for which)? Any advise about the best approach for those VLANs?
Regards
Bilal

I have a 6 campus enviroment and this is how I have it laid out.
Site 1
Call manager servers -- 10.48.116.xx
IVR & IPCC Server -- 10.48.118.xx
Voice Gateways -- 10.48.117.xx
Computer Data VLAN -- 10.48.1.xx - 10.48.25.xx
IP Phone VLAN -- 10.48.50.xx -- 10.48.100.xx
Site 2
Call manager servers -- 10.8.116.xx
IVR & IPCC Server -- 10.8.118.xx
Voice Gateways -- 10.8.117.xx
Computer Data VLAN -- 10.8.1.xx - 10.8.25.xx
IP Phone VLAN -- 10.8.50.xx -- 10.8.100.xx
Site 3
Call manager servers -- 10.60.116.xx
IVR & IPCC Server -- 10.60.118.xx
Voice Gateways -- 10.60.117.xx
Computer Data VLAN -- 10.60.1.xx - 10.60.25.xx
IP Phone VLAN -- 10.60.50.xx -- 10.60.100.xx
Site 4
Call manager servers -- 10.32.116.xx
IVR & IPCC Server -- 10.32.118.xx
Voice Gateways -- 10.32.117.xx
Computer Data VLAN -- 10.32.1.xx - 10.32.25.xx
IP Phone VLAN -- 10.32.50.xx -- 10.32.100.xx
Etc
Hope that helps

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Error with the Contact Center Simulator

Hello All,
I am trying to use the Contact Center Simulator (CCS) with the IC WebUI in SAP CRM 7(IDES).
I have done all the settings as per SAP Help and the Blog: How to Configure Contact Center Simulator User Interface (CCSUI)n
When i try to use the CCS i am running into a issue.
This is the sequence of steps -
1 - I start the CCS and then then i login to the IC WebUI and in the CCS i can see the Agent with status "Not Ready".
2 - I change the status in the IC WebUI to "Ready" but the status in the CCS doesnot change to "Ready" and remains "Not Ready"
Tried installing different version of JRE (1.4.xx and 1.3.xx) but no change.
Activated the ICI trace and the error message is see in the ICI is
Http Outgoing Request - Http/1.0 401 Unauthorized
Logon Failed
Call of url http://<servername>:8004/sap/bc/bsp/sam_sess_queue/sam_session_queue_cntrler.do terminated due to error in logon data
Note
Logon performed in system <systemname>.No logon data provided.
I checked SICF and all the required services are activated.
So not sure whats the cause of the error.
Any help/suggestions will be greatly appreciated.
Cheers
Subu

Hi Subbu,
I have a similar problem , I'm able to view in CCS this message : Currently no agents are logged on to CCS , how do we proceed forward , i logged to WEB UI and the status is Ready but i'm not able to see the same status in CCS..
Appreciate if you can publish your solution in this thread ...
Thanks,
Satish

Error Message: You muyst have IE 5.5 or higher to use the Contact Center Manager Admin.

Trying to download an application for work, Tried on the IE 8, 10 & 11 with no add ons and in the compatibility mode and it will not work. I continue to get the error message: You must have IE 5.5 or higher to use the Contact Center
Manager Admin. I do have the credentials and the admin over me to try and neither one of us can do this. I have a windows 7 computer and I didn't have this problem with my other one, but since Feb or March we have had major issues with IE.
We need help as others are having this same issue.
Thanks

Trying to download an application for work, Tried on the IE 8, 10 & 11 with no add ons and in the compatibility mode and it will not work.
Hi,
Did you mean that this problem occurs when downloading an application from a website? Would you please provide a screenshot for your problem?
Roger Lu
TechNet Community Support

When I update the email address in the Address book the old email address remains an option when I send email to the contact. How do I delete all th old email addressees

When I update an email address in my address book the old email addresses always remain an option when I sen an email to the contact. How do I delete the oll email addresses from the system?

Ah, since you posted in the iMac forum I assumed....
Here's the link to the iPhone forum, those guys will know the answer.
https://discussions.apple.com/community/iphone/using_iphone

I have a new SIM/service and want to transfer all my contacts from the current 4S to the new SIM in my old 3GS. I do NOT want to backup/restore the entire phone contents (iTunes or iCloud), JUST the contacts. How?

Current phone 4S with service from one provider. Also have a new SIM with another provider, and want to copy my contacts from the 4S across to my old 3GS which I will be using for a bit as an alternative. Definitely do not want anything except the contacts copied across so a full backup/restore is NOT what I'm after, and I can't see (in the iTunes backup) how to only do the contacts.

Sorry, my bungle - from what devices I am used to - these Apple things still have me confused at times.
The core requirement is the same - to get the contacts from the 4S onto the 3GS without backing up the whole device/apps etc.
And a second part of that is how to get the contacts onto a SIM for a device that DOES store them there. No doubt that will be a problem as it only has name/number combos, not all the fruit the iPhone keeps under a contact. Maybe it can't done. A simple export to CSV or something that could be edited would suffcie if there were an import tool to get it onto the SIM in the simpler format.

Delete the Contact app, how is this possible?

both my ios devices show my contacts app as installing, waiting for the download to start. like they were normal apps, not one of apples.
If I tap and hold on the app, it lets me delete it. I did this on the iPhone after doing a phone restore did not fix the issue. I know everyone says it can't be done because it's an apple app, but I did. I got the warning about deleting this app will delete it's information, etc... I went ahead with it as nothing else has worked up to this point. (and yes, the apps that rely on the data still have access to that data it seems)
my question is two fold, how is this possible? And how do I get it back?
thanks
jason

Trust me, this is NOT an app downloaded from the App Store. i put all my 'apple' apps together in one folder by group/type. Nothing else goes in those folders. And it had the icon of the contacts app. It was also the only one of those to show a "waiting..." And icon greyed out like the App Store was trying to update it.
I get no results in a spotlight search. Tried that Before I posted.
I have had iOS devices for many years, ipad from day 1! so I know this is truly the contacts app from apple and thus I am truly perplexed that it let me do this.
any more thoughts or ideas?.
thanks
jason
p.s. Same thing is happening on my iPad, here is the screen shot of the folder with the contacts icon saying waiting. I verified in the iPhone users guide that this definitely the icon for the apple contacts app. Saying waiting, not contacts.

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TS4268 Trying to send a message but the name that appears in the destination box is 'emergency' not the contact but the message goes to the contact. How can I rectify this?

I was sending messages to family but noticed that the names in the contact box were 'emergency' and not the contacts I was writing to. Can anyone explain this and how to amend it back to contact names, please?

First just try logging out and back in. Whatever is holding on to it may not be running after the logout thus freeing it so you can trash it after logging back in.
You might also try Trash It!
Lastly, look at the following for suggestions:
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HT5887 Air Drop does not transmit Contact info located in the Notes Section of the Contact. How does one transfer All Fields of a contact record?

Transferred a Contact from my iPhone 5S/ios7 to my iPad Air. Successfully transferred the Contact including all ph numbers, email addresses, and street addresses. But -- it did NOT transfer all the text in the "Notes" section of the original Contact. Why? Some of my Contacts also have a photo in the same Notes Section. I don't want to sync the devices via the cloud because I just want selected Contacts. Sharing via email does the same thing - no Notes. Only way I've found is to Sync with Outlook Contacts on my Windows XP and Windows7 PCs.

So far it appears Microsoft's Outlook program is the only contact manager capable of "Forwarding" a Contact record that is all inclusive of all the data in the Contact including the Notes data.
While some may use the Notes field to store "secret or confidential" information...I've used it to store more mundane Notes that are not NOT confidential or sensitive in any way. Moreover....only want to "Share" (Microsoft calls it "Forward") with my own multiple devices. The "Notes" data might include a picture, another type of image, a map, a URL, etc. I and the rest of the MS Windows user world began building Contacts in Outlook so long ago it is not practical to switch to iOS-based personal info management software unless it allows complete conversions or "Sharing" as Apple calls it.
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How can I use either the contact center reporting or CAR to identify calls transferred from agents to other extensions?

We are not to the call manager and I am trying to find a way to report calls that were received to our customer service agents though the call queue but were subsequently transferred to an extension out side of the queue. With our implementation we changed call routing and need to see how many misrouted calls are getting to the queue.

Marc,
Are you on UCCE or UCCX? If you're using UCCE, the Termination_Call_Detail table includes a record of all transfers made by Agents.
-Jameson

HT5858 My iphone 4 has iOS 7, and the flashlight feature use to be in the control center however just recently I've noticed that it has disappeared, how do i get it back?

My iphone 4 used to have the flashlight feature in the control center. It obviously has iOS 7 in fact iOS 7.0.4 and now there is no flashlight icon in the control center, how do I get it back?

Thanks a lot!!! I honestly feel like that was the simplest thing ever and that I should've thought of atleast turning my phone off then back on again but again, thanks!!

Ask the Expert: Cisco Unified Contact Center Express (UCCX) Version 10.0 - Upgrade, Migration, and New Features Overview

With Abhiram Kramadhati
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the upgrade, migration methods, and new features of the latest released Version 10.0 of Cisco Unified Contact Center Express (UCCX) with Cisco expert Abhiram Kramadhati.
Abhiram will address the following on the latest release of Cisco UCCX Version 10.0:
Installation
Upgrade from previous versions - both Linux and Windows
Migration from MCS to Cisco UCS environment - Different methods and best practices
New features - Overview and limitations
This discussion will center on install and upgrade best practices, changes in hardware support, and migration methods from MCS to Cisco UCS. He can also briefly discuss the new features introduced in 10.0. The discussion focuses the latest versions, but queries about general Cisco UCCX topics can be addressed too if time allows.
Abhiram Kramadhati is an engineer with the Contact Center Backbone group. He has been working with Cisco UCCX since he joined Cisco. During two years at Cisco, he has built his expertise around Cisco UCCX telephony applications, Java Telephony API (JTAPI) integration, Cisco UCCX system behavior, LDAP components, and Cisco UCCX as IP interactive voice response in Unified Contact Center Enterprise (UCCE) environments. He also works on other technologies, including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the Asia Pacific region. Abhiram also holds a CCIE in voice (40065).
For more details about this topic, refer to the recently published Tech-Talk Video and Blog.
Remember to use the rating system to let Abhiram know if you have received an adequate response.
Abhiram might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation in the Voice, Video, and Collaboration community, sub-community, Contact Center discussion forum shortly after the event. This event lasts through January 31, 2014. Visit this forum often to view responses to your questions and the questions of other community members.

Hi Anurag,
Thanks for your questions.
1:Is there change in DB architecture as CUIC is the only option as compared to previous linux version UCCX ?
I assume this is from the tables regarding historical data. The database schema essentially remains the same since UCCX 9.0 had CUIC too and we had a seperate DB Space for CUIC and we still continue with that. The traditional historical tables remain and the replication process remains the same too.
2:Is there any version change for Linux OS used as VOS,
The Linux version is Red Hat Linux 5. To be precise:
[root@uccx10pub /]# cat etc/redhat-release
Red Hat Enterprise Linux Server release 5.7 (Tikanga)
3:Is there any API architecture change in UCCX 10 from previous releases ?
I can answer this more of an overview. The only enhancement in the API side is the introduction of REST API step in the script editor. You can now make REST calls from the script and this ofcourse opens up a whole new world of possiblities.
4:Since from UCCX 10 , we can only use either CAD or Finnesse at one time, whats the impact of changing this after some time in production, let say , i used CAD for 2 months and then i decided to move to Finesse, whats the impact ? or is it a smooth change as switching CUIC and HRC in previoius release ?
For the scenario you mentioned, there is absolutely no problem. The point to note is that the Finesse services are activated/deactivated but the CAD desktop services are ALWAYS running. The only condition to keep in mind is that you can use ONLY ONE type of agent desktop at any time. Also if Finesse is not used and CAD operations are used extensively, it is advisable to shutdown the Finesse service.
5:Is 3rd Party UCS hardware supported by UCCX 10 instead of using Cisco manufactured UCS , can i use HP hardware for Virtualisation ?
Yes, it can be used. This is something called as "Third party specs based specification". The most important things seen for compatibility are:
Inter CPU Model
It it is on thVMWare Hardware Compatibilty List
You can get more information about this on the "Can I use this server?" section of UC Virtualized Hardware page:
http://docwiki.cisco.com/wiki/UC_Virtualization_Supported_Hardware#.22Can_I_use_this_server.3F.22
6:Is Host name change supported?
Yes, the hostname change is supported. The prcocedure is documented in the UCCX 10.0 Administration Guide:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_0/configuration/guide/UCCX_BK_W1AF9DDD_00_uccx-admin-guide-10.0.pdf (Pg 168)
Cheers,
Abhiram Kramadhati

I am trying to transfer my contacts to my iphone from a Casio G'zOne phone but I keep getting Connection Unsuccessful. How do I transfer the contacts?

I am new to Apple products and I am trying to transfer my contacts to my iphone from a Casio G'zOne phone but I keep getting Connection Unsuccessful. How do I transfer the contacts?

How are you trying to transfer them? Via Bluetooth? If so, that will not work.
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When i recieve a incoming call on my iphone 4s the size of the contact picture is full screen how do i get the picture to display thumbnail size

when recieving a incoming call the full size contact pic assigned to the contact displays how can i cahnge it to thubnail size while displaying the wallpaper at the same time?please help!!!

Dear arob615,
Reduce the resolution.
The picture will display as thumbnail on the phone when a call comes in.
Since Mountain Lion I had full screen caller pictures even when assigned in the OS X adress book.
In my case I reduced the picture to 64 x 64 pixels.
Then it showed as thumbnail as calls came in.
I don't know where the exact maximum pixel size for thumbnail display is.
If you find out, tell us.
This bugged me a long time and I would enjoy if this could help you.
Best regards
idontknowwhoiamsowhat

Ask the Expert: Deployment and Troubleshooting Cisco Unified Contact Center Express (UCCX) Deployments

With Anirudh Ramachandran and Abhiram Kramadhati
Welcome to the Cisco Support Community Ask the Expert conversation. This is an opportunity to learn and ask questions about the latest advancements in Cisco UCCX (such as the integration of Cisco Social Miner to provide agent chat and better reporting using the Cisco Unified Intelligence Center), as well as the existing features of Historical Reporting, custom reporting using the historical database, Agent Email services, JTAPI integration with CUCM, and the HA over WAN cluster mechanism.
Anirudh Ramachandran is a customer support engineer at the Cisco Backbone Technical Assistance Center in Bangalore, India. Working in the Asia-Pacific time zone for the last two years, he focuses on Cisco Unified Contact Center Express issues and specializes in Linux, JTAPI/CTI integration, and UCCX system and database issues. He holds the CCNP Voice and UCCX Specialist certifications, and is also a Red Hat Certified Engineer. Anirudh writes tools and automates bug workarounds for UCCX in addition to working on TAC service requests, and currently has authored and co-authored seven such tools. Anirudh graduated from the National Institute of Technology Karnataka with a Bachelor of Technology in Computer Engineering.
Abhiram Kramadhati is an engineer with the Contact Center Backbone team in the Asia Pacific timezone. He has been working with UCCX since he started with Cisco 2 years ago. During his time at Cisco, he has built his expertise around UCCX Telephony applications, JTAPI integration, UCCX system behaviour, LDAP components and also UCCX as IPIVR in UCCE environments. He also works on other technologies including Unified Communications Manager and UCCE. He has been involved in many technical escalations in the region. Abhiram is a Telecommunications engineer from Bangalore, India.
Remember to use the rating system to let Anirudh and Abhiram know if you have received an adequate response.
They might not be able to answer each question due to the volume expected during this event. Remember that you can continue the conversation on the Collaboration, Voice and Video Contact Center subcommunity discussion forum shortly after the event. This event lasts through May 3, 2013. Visit this forum often to view responses to your questions and the questions of other Cisco Support Community members.

Hi Anthony,
Thanks for the question.
This is an interesting requirement, since the UCCX trigger's configuration is translated only to the Call Forward Busy External setting on the CUCM.
Trigger creation:
144768: Apr 22 21:54:23.789 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet.updateNewTrigger() - Creating a new Trigger :1234
144876: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet routePoint = 1234
144877: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet description = testt
144878: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet deviceName = testt
144879: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet devicePool = {1B1B9EB6-7803-11D3-BDF0-00108302EAD1}
144880: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet devicePoolName = Default
144881: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet callingSearchSpace =
144882: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet callingSearchSpaceName = None
144883: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet redirectCSS = default
144884: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet location = {29C5C1C4-8871-4D1E-8394-0B9181E8C54D}
144885: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet locationName = Hub_None
144886: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet partition =
144887: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet partitionName = None
144888: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet voiceMailProfile =
144889: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet voiceMailProfileName = None
144890: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyVM =
144891: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyDestination =
144892: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyCSS =
144893: Apr 22 21:54:23.884 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerServlet forwardBusyCSSName = None
144953: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: try makeRequest() on AXL: 10.106.113.142, AXLUser: axl, AXLPassword: XXXXXX
144954: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:CCMVersionSOAPAdmin.getAXLVersion():7.1
144955: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: makeRequest() - Start REQUEST ====================
144956: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:POST /axl/ HTTP/1.1
Connection: keep-alive
Host: 10.106.113.142:8443
Authorization: Basic YXhsOmF4bA==
SOAPAction: "CUCM:DB ver=7.1"
Accept: text/*
Content-type: text/xml; charset="utf-8"
Cache-Control: no-cache
Pragma: no-cache
Content-length: 440
http://schemas.xmlsoap.org/soap/envelope/">MADM_5691234CRS Line descriptionCallPark
144957: Apr 22 21:54:23.913 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: makeRequest() - End REQUEST ==================
144958: Apr 22 21:54:23.914 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-569.CCMLineSOAPAdmin: getSocket: MADM_LIB_AXL_AXL_SOCKET_POOL-0-79[TLS_RSA_WITH_AES_128_CBC_SHA: Socket[addr=10.106.113.142,port=8443,localport=44913]]
144987: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-570.CCMCTIRoutePointSOAPAdmin: makeRequest() - Start REQUEST ====================
144988: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:POST /axl/ HTTP/1.1
Connection: keep-alive
Host: 10.106.113.142:8443
Authorization: Basic YXhsOmF4bA==
SOAPAction: "CUCM:DB ver=7.1"
Accept: text/*
Content-type: text/xml; charset="utf-8"
Cache-Control: no-cache
Pragma: no-cache
Content-length: 839
http://schemas.xmlsoap.org/soap/envelope/">MADM_570testttesttCTI Route PointCTI Route PointCTI Route PointSCCPUserRing1000010000
144989: Apr 22 21:54:24.195 IST %MADM-LIB_AXL-7-UNK:AXL-ExecutionCmd-570.CCMCTIRoutePointSOAPAdmin: makeRequest() - End REQUEST ==================
145014: Apr 22 21:54:24.647 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerUtil.createRPAndLineOnCCM() - CTI RP created.
145015: Apr 22 21:54:24.647 IST %MADM-ADM_CFG-7-UNK:JTAPITriggerUtil.createRPAndLineOnCCM() - Created a Route Point = 1234
As you would aready know, the UCCX will send an AXL request (within the SOAP envelope) to the CUCM to create this RP. Looking at the existing code, there does not seem to be a method where we are differentiating between CFB_internal and CFB_external while sending this request.
We have taken this as an enhancement request and also spoken to the business unit about the same. It has been added to the roadmap, we will reach out to you offline to understand the business case so that the process can be expedited if needed.
Keep the questions coming
Cheers,
Abhiram Kramadhati

Appyling the VLANs in the Contact Center, how?

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