CAD on UCCX 9.0

Hi,
We're using UCCX 9.0 with CAD for the agents. Our issue is that the screen of the agents is used (in a full screen mode) by another application.
We're trying to figure out if there is a way to notify to the agents from which CSQ the calls are issued (as the CAD is not seen on their screens).
Thanks for your help.
Regards,

Hi,
Thanks for the answer.
Do you think that it will be also possible to send the CSQ information through an IPC Action ?
I'm thinking about a third party application (maybe on the task bar...) that can display the CSQ name...
Not sur if it's possible though.

Similar Messages

Cisco CAD Issue , UCCX System version: 8.5.1.11003-32

The main issue around the guys taking calls, After finishing the call and the CAD display staying in the 'Not Ready' state. Once clicked on 'Ready' (to take a call) which goes straight back to 'Not Ready' state, So they are unable to take calls. This is happening intermittenly with all Agents of one particular call center site. I took a look into the CAD ebug logs and I can see Agents state changing from Reserved state to Not ready state without Intervention of Agent.I can also see the number of timeouts session which is leading to RTPstoped event. The UCCX system is upgraded from V7.0 to 8.5.1.11003-32.
Also I have a strong feeling this could be a network related issue which results to timeouts and disconnection of session between UCCX and CAD.
I have attached the debug logs, Guys do you any idea onthis issue ??
Thanks !!
Shridhar Reddy (Shri)

HI Shridhar,
Why are these Agents going to Reserved state? Is it because they are getting the inbound or Direct Preview Outbound calls?
After this Reserved state, Agent's phone should start rining and they should pickup the calls, if they don't do it in stipulated time, UCCX will force them to go to the Not_Ready state (depending on the parameter set for RONA under UCCX Admin->System parameter page).
Could you please check the Reason code for the Not_ready state in CAD for these events?
I will meantime check the logs to see any specific reason for this issue.
Hope this helps.
Anand
Please rate helpful posts !!

CAD with UCCX and DN assigned to multiple phones

We are running CAD 6.6 with UCCX 7.0. Our agents do not connect through the back of the phone. Their CAD is runnin separately. Most of our agents have no problem controlling their desk phones from the CAD. However, a few users have multiple devices assigned to their end user. I have thus far been unable to determine how CAD determines which line instance (or phone) to control when making and receiving calls.
Example: Can anyone tell me how CAD determines which phone to take off hook when a user makes a call from CAD?
Example: Some users have a phone and a device profile. When they use CAD to make a call it takes their phone off-hook. If they then login to another phone using extension mobility CAD will take that phone off hook when making a new call, but not the original desk phone where the line permanently exists. Can anyone explain this behavior?
Thanks,
Preston

Hi
Duplicate lines are tricky with any CTI app.
If you read the release notes for UCCX, you will see that shared lines and duplicated line appearances are unsupported configurations. The IPCC extension property of the user account is what determines which line is controlled, and this isn't device specific.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/release/notes/uccx701rn.pdf
If your users need to be mobile, give them a single EM profile.
If they don't want EM, give them a static phone.
Regards
Aaron
Please rate helpful posts..

Blind Conference feature for CAD agents (UCCX)

Hi,
I am planning to use BLIND CONFERENCE feature in CAD. Basically customer requirement is to play a pre-recorded message to the customer after agent has answered the call. Here is what I am planning to do-
Create an application, script and have recorded prompt there in UCCX (This application has trigger 1111)
Go to CAD administrator, workflow configuration, and assign a TASK 1 button for this agent
Add action to TASK 1, where I select 'Blind Conference' option and add 1111 as a predefined number
Expected Result-
When agent answeres the call, agents pushes TASK 1 button immediately on his CAD. This action brings 1111 in the conference with agent & customer, where agent & customer both hears the prompt
once prompt is played, 1111 disconnects and agent continues the normal call with the customer
How does this approach sound? Has anyone done like this before?
Thanks,
Piyush

Here's how I would solve this:
Create an XML file with the agents that are English-only (or the inverse) and put this in the doc repo.
Change Select Resource to Connect = No; the Connected branch will change to Selected
Use the Get User Info step to figure out which person the User-type veriable is.
Use Get XML Document Data to XPath search the document for a match.
If there is a match, play the prompt advising the contact.
Use a Connect step to get the agent.
Extra credit:
Use enterprise data to tell CAD that you need a translator
Create a workflow and attach it to the answered event that conferences the translator in
The risk to this approach is that the first agent doesn't actually answer the call (i.e. offer vs. handled). If that happens, there two potential issues that you would need to plan for:
The caller may get told (in German) that the agent they're about to be connected with doesn't speak German and will be adding a translator. The next agent may actually speak German though. There's not a lot you can do about this one.
If you did the extra credit exercise, you would need to be sure that Enterprise Data gets updated to not trigger the workflow action. Obviously, if a German-speaking agent answers the call they don't need to conference a translator in.
Please remember to rate helpful responses and identify helpful or correct answers.

UCCX CAD in VDI

Can anybody point me at documentation for, or otherwise have experience of, support for CAD in UCCX v10.x in a VDI environment. I am specifically looking at VDI on Wyse terminals but any comments on VDI generally would be appreciated.

Hi Maxim,
I did search for this information on the CDA guide ended up without much info. However there was a similar discussion in internal forums,
https://communities.cisco.com/message/74600?tstart=44
Where in it is mentioned as below,
I could be mistaken here but I believe your issue is similar to this and there doesn't seem to be a solution
https://communities.cisco.com/message/71260#71260
Others are also welcome to throw some light on this discussion.
Thanks,
Anand

CAD Wrap-up wait time

Hi Friends,
I am using CAD with UCCX 9.0.2.
I need help to configure wait time in wrap-up code. Currently when the agent hang-up the call the wrap-up code window pop up and agent goes in ready state immediately after selecting that code. I need to configure wait time for 2 min after agent select the wrap-up code, agent should get 2 min wait time before going to in ready state.
Regards,
Dinesh Joshi

You'll want to check the Automatic State Changes configuration in Cisco Desktop Administrator. From the guide:
"By default, automatic state changes are not enabled. After agents enter wrap-up data, they remain in the Work state for the length of time set for the wrap-up timer or until they change states manually, whichever happens first. (The wrap-up timer value is configured in Unified CCX Administration.)
If automatic state changes are enabled, agents are automatically changed from the
Work state to the Ready state (or to the Not Ready state, if they select that state while
still on a call) after they enter wrap-up data.
Automatic state changes can be enabled or disabled only on the work flow group level.
To enable or disable automatic state changes:
1.Select the Wrap-up Data node under the work flow group whose automatic state changes you want to enable or disable.
2.Select or clear the Enable Automatic State Change check box.
3.Click Apply.

CME and UCCX, G.729 for local/remote agents?

Hi Everybody,
Here is the environment
Local site
- CME 8.5 (single node)
- UCCX 8.5 (single node)
- the SIP route point is configured for codec g711ulaw
- Desk IP Phone and CAD
Remote site
- Metro-E connection with local site
- Desk IP Phone and CAD
In UCCX administration GUI, System > System parameters > Media Parameters > Codec
It only allows me to choose G711...
is it possible to enable the G.729 for the local and remote agent?
Thanks in advance
Sam

I have added the following in CME to add a transcoder, and restarted the CCX engine.
But the UCCX system parameter > media codec still not allows me to choose G.729.
Did I make something wrong in CME settings?
sccp local GigabitEthernet0/1
sccp ccm 192.168.5.5 identifier 1 priority 1 version 7.0+
sccp
sccp ccm group 1
associate ccm 1 priority 1
associate profile 2 register XCODER
keepalive retries 5
dspfarm profile 2 transcode
codec g729br8
codec g729r8
codec g729ar8
codec g729abr8
codec g711ulaw
codec g711alaw
maximum sessions 2
associate application SCCP
telephony-service
sdspfarm units 5
sdspfarm transcode sessions 15
sdspfarm tag 1 XCODER
Thanks
Sam

UCCX application user and password.

Hi Team ,
Is there any effect on configuration if i change username and password by using these commands?
utils reset_application_ui_administrator_name
utils reset_application_ui_administrator_password
Actually i don't know the username and password of application user of uccx even not in the cucm enduser.

show uccx appadmin administrators command is not available on 8.5.1 version ?
admin:show uccx
show uccx cad*
show uccx components
show uccx dbcontents
show uccx dbschema
show uccx dbserver*
show uccx dbtable*
show uccx jtapi_client*
show uccx license
show uccx provider*
show uccx recordings*
show uccx servm*
show uccx subcomponents
show uccx tech*
show uccx trace*
show uccx version
admin:set uccx
set uccx cad*
set uccx provider*
set uccx trace*

Uccx application user and password.(urgent)

Dear Team ,
One of the client have forgot the username and password of the UCCX application.
I tried to find in CUCM enduser but failed as there is no proper description for the UCCX.
Can you please guide me ,how to find the uccx application user and password (i thinkg from cucm enduser).
Thanks

admin:show ucc
admin:show uccx
show uccx cad*
show uccx components
show uccx dbcontents
show uccx dbschema
show uccx dbserver*
show uccx dbtable*
show uccx jtapi_client*
show uccx license
show uccx provider*
show uccx recordings*
show uccx servm*
show uccx subcomponents
show uccx tech*
show uccx trace*
show uccx version
admin:set uccx
set uccx cad*
set uccx provider*
set uccx trace*

UCCx 7 email

Hi I need implement the function of email in UCCx 7 premium .
As used IMAP and SMTP, I wanted to know how it works, where the information stored in the agent or if always keep the information in the server, if encrypted or not, etc..
thanks
Julio

In UCCX 7, encryption is not supported, if my memory serves.
There is a single exchange account, we'll call it, [email protected], which belongs to one or more distribution groups, we'll call on, [email protected], and each distribution group is associated to a CSQ.
So Agents who login to CAD and are skilled for your e-mail enabled CSQ's will see e-mail buttons in CAD.
UCCX manages the uccx.email inbox via IMAP, and creates folders for organizing which messages go to which queues/agents, etc.
CAD downlaods the e-mail to the desktop in CAD, and the agent can reply to the e-mail from within CAD.
When the agent clicks on Send, it usees SMTP to send the reply to the customer.
That's a pretty good high level. What else do you want to know?
Here is the install/config guide for Agent E-Mail:
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/installation/guide/cad66ig-cm.pdf (Page 58)

CCX 8.5 Reporting View Issue

Hi,
This is regarding historical reporting issue we facing for our contact centre Agents.
We have a UCCX Cluster with the version 8.5.
The issue is whenver we try to generate the report we are not able to view the report properly(some pages cannot see at all-Snaps attached) and the agent report are not seems to be accurate.
For eg: Call duration.The call duration is not accurate at all for some agents.
The version for the CCX agents are 8.5(1.10).
Is this problem related to the agent workstation(os related) or is there any patch for this. Appreciate if you could give me an advice please!!!
Thanks
John

Hi Binu John,
CAD is an inbuild plugin tool which comes with UCCX, do not use the CAD build provided with UCCE for UCCX. They are totally saperate from one another.
UCCX 8.5SU2 (8.5.1.11002-22) has the CAD version 8.5.1.214.
To download the CAD from UCCX, navigate to UCCX Admin->Tools->Plug-ins->Cisco Unified CCX Desktop Suites and install it on the supported client boxes.
Refer the below comp matirx for checking the supported client OS for the respective UCCX, CAD clients.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
Hope it helps, please rate the helpful posts by clicking on the stars below the right answers !!
Thanks,
Anand

Personal ext activates dial tone in agent desktop

Hi ,
I have an agent (only one out of 70) having an issue when activates his personal line , it also activates the agent desktop to provide dial tone. usually this happens when ICD lines goes off hook since CAD and ICD line is tied together. so thats understandable. but i am not sure why personal line going off hook does hte same thing too.
as far as i understand the configuration seems to be fine. (phone is associated to the end user and primary/icd ext are selected. the phone also properly in the rm user .. he is able to take calls and do regular things an agent would do.)..uccx version:8.0.2.11005-20 .. picuture is attached to show a demo.
thanks
vijay

EDIT: I misread the original problem report and now see that there is only a single user out of 70 users having the issue, which I also now understand to be not typical of CAD. Where, when going off hook on a non-acd, but monitored line, CAD should not show the activity on that line. It should not do anything in fact. I am leaving my original reply up below as a form of self shaming.
Hi,
That is normal behavior for CAD. UCCX will monitor the first four lines on a phone (1 ACD + 3 Non ACD) and CAD will show the phone state/information for all four lines. It will not however change the Agent state due to activity on the Non ACD lines. Hence your screenshot shows the Agent still in Ready state.
Please read the SRND section on Multiple Line Support under Chapter 2.
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_0/design/guide/uccx80srnd.pdf
Excerpt:
Up to 4 lines are monitored by Cisco Unified CCX, these include 1 ACD line and 3 non-ACD lines but on ly the ACD line can be controlled from the agent desktop. The agent state depends only on the ACD line on the agent's device.Cisco Unified CCX allows more than four lines to be configured on the agent device but monitors only the first four lines provided these lines are not shared. The ACD line should be among the first four lines.
Happy administering!
Anthony Holloway
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Changing Workflow Admin Server

Hello,
I have two UCCX servers at seperate locations and need to setup wrap up data on each. For the life of me I cannot figure out how to either add a location or change the server I am connected to on the Cisco Desktop Workflow Administrator.
Anyone have any idea how?
UCCX 8.5
Thanks

The registry defines this. If I was on UCCE CAD I would either change the LDAP in the registry, or run PostInstall.exe from the Desktop\bin to change it. Then restart Desktop Admin. You can flip between them in this way. I assume CAD on UCCX is the same.
Regards,
Geoff

UCCX 10 - running Finesse and CAD simulatenously

Cisco's documentation indicates that CAD and Finesse cannot be run at the same time and that one has to deploy/use either CAD or Finesse. However, the CAD service is never shut down when Finesse is activated and remains running. On my test server, I was able to have both, CAD and Finesse, running and have agents use both clients on the same server.
Is there any additional information that explains in more detail the impact of running CAD and/or Finesse and why they can't be run at the same time? Or if they are, what the side-effects and possible negative impacts?
After I have upgraded to UCCX 10, I would like to gradually switch users over to Finesse. But instead of forcing everyone to switch to Finesse at the same time, I would like to switch one department at a time so I can work out any issue with a small subset of users first. Does anyone have any experience with this?
Thanks.

HI,
Pls see the below question and Answer from UCCX Chalk-Talk UCCX 10.
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 ?
Ans.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.
Regards,
Mukesh Singh

UCCX 8.5: CSQ Name Displayed in CAD Integrated Broswer?

Cisco Forum:
Can UCCX 8.5 for the Cisco Agent Desktop (CAD) provide the CSQ Name in the Integrated Broswer portion of the CAD? That is, the CAD can be used to pop a web link to agents on incoming calls. While the CAD can show the CSQ Name by default, it does so in a reasonable small font amid other data. Can some call script variable be set for the CSQ Name which would then be used to dynamically pop a unique web link on CAD Integrated Browser which would then display whatever is configured as a web link to display?
As an alternative, can agents using the CAD also have a IP Phone display of the CSQ Name.
Thank you for your comments and suggestions.
Dan

Before you can pass the CSQ name to the integrated browser you must first have the script pass the CSQ name to the CAD. It needs to show in the top left panel where the ANI is currently displayed.
See this link for an example of how to create a layout and the script changes to pass a value to CAD.
https://supportforums.cisco.com/message/3478154#3478154
You can then build a dynamic URL in the desktop administrator with the CSQ name.
Please rate helpful posts.
Graham

CAD on UCCX 9.0

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