Call Flagging by Contact Center Agent in CAD\UCCE

I need a way for an agent to flag a call. If an agent has first call resolution the supervisor needs a way to track those calls. Either in CAD or on the phone.

One manual way would be to have your agent put some text in one of the PVs before the call ends, these will be written to the TCD.
Not sure if you can build a macro to do that through, it's been a while since I touched CAD.
david

Similar Messages

EM for contact center agents

I don't know if this is supported in cm8.5 and cx8.5 - can contact center agents login to contact center service on the phone from EM profile??
I configured everything to the point where EM is able to display the personal line, and the agent extension for the agent, but there is no service available from the services button on the phone anymore, only to logout of EM. How do you bring the contact center service to the EM profile so agents can login to the queue?
Thanks in advance for looking and helping out.

Did you checked the enterprise subscription option for the other services you've created ?
Any service with the enterprise subscription does not need to be subscribed in the phone and won't show up when subscribing services.
You can add a service to User Device Profile:
Procedure
Step 1 Choose Device >> Device Settings >> Device Profile .
The Find and List UDP window displays.
Step 2 To locate a specific UDP , enter search criteria and click Find.
A list of phones that match the search criteria displays.
Step 3 Choose the Profile to which you want to add a service.
The Phone Configuration window displays.
Step 4 On the upper, right side of the window, click the Subscribe/Unsubscribe Services link.
Step 5 From the Select a Service drop-down list box, choose the service that you want to add to the phone.
Step 6 Click Continue.
The window displays with the service that you chose. If you want to choose a different service, click Back and repeat
Step 7 If the service has required parameters, enter that information into the field that is provided.
Step 8 Click Subscribe.
The service displays in the Subscribed Services list.

Contact Center Agent disappears after logging in

Greetings,
I've come across a strange issue happening with one of my users. She will attempt to log into the 8.5 UCCX agent. Once she logs in, the agent disappears from the desktop completly and isn't in the systray either. If I start the task manager on her computer, I can see the agent*32.exe process running, but it can't be found anywhere.
I've uninstalled the agent, reboot the computer, and then re-installed. Unfortunately this didn't resolve the issue.
Has anyone seen this issue and figure out the probelm?
She is running Win 7 64-bit and the agent version is Build 8.5.1.312
Thanks

Hi Joe,
Please check if the Stealth mode is enabled in the Desktop preference.
Desktop Preferences
If your administrator configures your toolbar so that you have access to the Preferences button, you can change your Agent Desktop window behavior and accessibility options
To set your desktop preferences:
1.Click Preferences on the toolbar. The Desktop Preferences dialog box appears.
2.Select the preferences you desire on each tab, and then click OK.
Reference: page 30
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/user/guide/cad85ccxug-cm.pdf
Hope this helps.
Anand
Please rate helpful posts !!

What is the best way to set up direct to agent calling in Contact Center Enterprise?

I have a need to route to agents from a menu choice or extension. We use an extension and a seperate agent login for our associates. I need to keep the call visible to Contact Center for reporting but it must route to the users Voicemail extension if the Agent is not available. There could be up to 20 of these in a sales unit that have to be setup. I am doing the first now and want to set it up the best way from the start. any suggestions?

There are a few ways to go about this.
Say, for example, that your agents have the following on their phone:
ACD line (no voicemail), same as Agent Peripheral ID
Personal line (with voicemail)
In my environment, we have a *XXXXXX pattern set up in CUCM which will go directly to the voicemail box of extension XXXXXX.
In my extension entry script, I use a Queue to Agent node with indirect agent reference. The caller inputs the Agent's ACD number, and if the Agent is available it delivers directly to them. You could of course continue queuing with messaging at this point, but in my case I follow up the Queue node with a Label that concatenates * to the number the caller entered. In Unity, I have configured the personal voicemail boxes with Alternate Extensions equal to the ACD line numbers.
Here's an example flow:
Caller enters ACD 801234 at prompt
Queue to Agent node queues to 801234
Agent not available, so Label node returns *801234
*801234 gets sent to CUCM (in my case through CVP). CUCM sends 801234 to Unity
Unity matches 801234 on Alternate Extension of 805678 personal line
Caller hears voicemail prompts for 805678
The important part of this design in my opinion is the direct-to-voicemail pattern (*XXXXXX in my example). You wouldn't want to overflow calls to a non-ACD number that actually rings the Agent's phone, as there is then the potential for calls with poor reporting. Getting to the right voicemail box can be done with Alternate Extensions as above, or you could keep a database table of AgentID-Extension matches and use the DB Lookup node in ICM.
-Jameson

CLID restriction for Contact Center Calls

Hi,
One of our customers has a stalker and they have asked from the telco to send the Calling Line ID for the mobile calls which are normally blocked by the calling person. When these calls are to a Callmanager user, they cannot see the caller ID as expected, but when the call is to contact center, than the agent sees the caller ID on the agent desktop which is legally not accepted. So I made a search and I found the
clid strip pi-restrict
command. Will this command do the trick to remove the caller ID for the agents also while still showing on the voice gateway isdn q931 debugs ?
Thanks

Hi,
Here is the debug output: (I hope this much is enough)
Sending Complete
        Bearer Capability i = 0x8090A3
                Standard = CCITT
                Transfer Capability = Speech
                Transfer Mode = Circuit
                Transfer Rate = 64 kbit/s
        Channel ID i = 0xA1839F
                Preferred, Channel 31
        Date/Time i = 0x0A081A10000C
                Date (dd-mm-yr)   = 10-08-26
                Time (hr:mnt:sec) = 16:00:12
        Calling Party Number i = 0x21A3, '1234567890'
                Plan:ISDN, Type:National
        Called Party Number i = 0xA1, '0987654321'
                Plan:ISDN, Type:National
Aug 26 15:51:16.054: ISDN Se2/0:15 Q931: TX -> CALL_PROC pd = 8 callref = 0x805D
        Channel ID i = 0xA9839F
                Exclusive, Channel 31
Aug 26 15:51:16.082: ISDN Se2/0:15 Q931: TX -> ALERTING pd = 8 callref = 0x805D
        Progress Ind i = 0x8188 - In-band info or appropriate now
The Voice gateway sends everything to the gatekeeper and gatekeepr sends it to the CCM over the GK controlled trunk. As i said before, if the call is destined to a normal IP Phone, ther is no problem, the CLID is "Unknown". But if the call is destined to an Agent, when the call starts ringin on the CAD, on the incoming call information, the CLID is unknown. But after the call is conncted, Both on the line information and the ANI field, the CLID is shown.
Thanks

Contact center call recording issues

Good day,
We have a very strange issues with recording calls on our contact center. We use cisco Agent desktop 7.0(1) seem in the startup window. In agent window, from the help>about:
Cisco Unified Contact Center Express 7.0 Cisco Agent desktop 6.6(1) (Premium Version)
Build: 6.6.1.400
So let me start by saying that the recording of inbound calls works more or less. The problem that we have are three:
(1) sometimes the recording suddenly stop with no apparent reason. So we have calls of which the call itself lasts let's say 8 minutes but the recording suddenly stops after 5 minutes.
(2) Sometimes recordings overlap. So when you play back a recorded file, suddenly you hear a completely different call conversation from another agent. Sometimes it hops back to the original agent and sometimes it doesn't. Again there is no apparent reason for why this is happening.
(3) some recordings are half speed. So when you play back the call is in 'slomotion'
I've checked the historical reports to see whether the agents themselves where doing anything out of the ordinary. I looked at reports like login/logout, call details, not ready states, reason codes etc but found nothing. The one thing that comes to mind while posting this is muting of calls. Could this mess up a recording? Anyway, mostly we have no issues but sometimes these 3 issues randomly pop up. Anybody have any experience with this? Or similar issues? Does anybody know the cause and even better the solution?
Any information would be very helpfull, thanks.
rgds,

Hello Dass,
Unfortunately I was not the one who implemented this. I'm also not an ip phone engineer. To put it simple, I'm a cisco network engineer and my boss says well VOIP devices are from cisco so you should support that too ;-) . So bare with me as it is kind of not so easy for me to produce the answers. So Imma blur out al lot of info now.
Let me say something about the setup using a diagram:
Because of security I had to leave a few things out of the diagram, but this pretty much tells it all. So we record all inbound calls to our servicdesk. The agents use the agent desktop software, Cisco Unified Contact Center Express 7.0 Cisco Agent desktop 6.6(1) (Premium Version) Build: 6.6.1.400. The pc on which this software runs is physicaly connected to a cisco ip phone 7962 (pc port) and the phone is connected to a C2960 switch. Switch port confguration:
interface FastEthernet0/4
switchport access vlan 10
switchport mode access
switchport voice vlan 50
srr-queue bandwidth share 10 10 60 20
priority-queue out
mls qos trust cos
auto qos voip trust
spanning-tree portfast
We have a few of thses switches in a star topology connected to a 'backbone' switch C2960S. All connections to the backbone are trunked. The contact center is directly connected to this 'backbone switch' on an access port on vlan 50.
Now looking at the contact center web interface, I see in System=>Control Center I see a couple of services that are running related to recording:
Cisco Desktop Recording & Statistics Service
Cisco Desktop Recording Service
This is pretty much all I have now. If there is more info required I can look it up. So can anyone say anything about this issue that I have?

CAD from Contact center into SAP CRM

Hi All,
I am no SAP expert, but the following is what we are trying to achieve:
-A call comes into a contact center application
-Via an integration this call is send to a SAP ICI webinterface and ends up at the agent logged on to that SAP session.
Now we have an awkward situation that the original number coming from the PBX is rather misformed +00031123456789. What we are expecting is +31123456789. The number coming from the PBX can be changed, but that is going to have consequences for all other people that are not connected to SAP, so doing this is not an option.
What I have been reading about is that it is possible to get CAD (Call Attached Data) to be send into the SAP ICI environment.
The contact center application is delivering the data in the following XML format:
What I am interested in is to map all these fields into such a way that I can use them in the SAP ICI interface.
I have been reading Link:[; and in there it is mentioned that there needs to be a mapping between these fields and an XSLT and ABAP. And a reference to a book.
Is there anybody that can help me with this? Or give me some other advice that could help me out in this case. I would very much appreciate it.
Thank you all very much for your input.
Best regards,
Corné

Hello Corné,
I'm guessing the reference was to my book, "Maximizing Your SAP CRM Interaction Center" from SAP Press, where on page 396 I offer a paragraph on how to identify a call via CAD rather than ANI.
Here's the excerpt:
How to Identify Account via Call Attached Data (CAD)
Is the Interaction Center able to identify a customer via account number contained in call attached data (CAD) rather the via automatic number identification (ANI) service?
Yes, it is possible to identify a customer by extracting the customeru2019s account ID from the call attached data (CAD). This can be configured in the IMG activity Define Account Identification Profiles (transaction CRMC_IC_BPPROF) in the fields under Contact-Attached Data Extraction. In the CAD Application ID field, enter the value that appears in the application ID tag that appears in the XML code of the Interactive Voice Response (IVR) system that collects the customeru2019s account number (e.g., u201CGenesys-CADu201D). In the XSLT file field, enter the name of the XSLT program that is responsible for extracting the account ID from the contact attached data. You are responsible for creating this XSLT file. However, SAP delivers a sample XSLT file that you can reference, named CRM_IC_BPIDENT_EXT_IAD_TO_ABAP. SAP also provides a sample program showing how to extract CAD data from, for example, Genesys named CRM_IC_BPIDENT_EXT_IAD_GENESYS. See SAP note 707104 for additional information.
Best regards,
John

Getting an error while configuring VMM for System Center 2012. error - An internal error has occurred trying to contact an agent on the WIN-NTJU8CNU server: : . Ensure the agent is installed and running.

Hi,
I am trying to install "System Center 2012 - Virtual Machine Manager by Using a Pre-Configured VHD".
I downloaded install guide & the binaries from http://www.microsoft.com/en-us/download/details.aspx?displaylang=en&id=10712
I have followed the installation document & getting an error while configuring VMM for System Center 2012.
error details from log file given below:
01:12:24:VMMPostinstallProcessor threw an exception: Threw Exception.Type: Microsoft.Carmine.WSManWrappers.WSManProviderException, Exception.Message: An internal error has occurred trying to contact an agent on the WIN-NTJTNEJ1UCN.mydomain.com server: : .
Ensure the agent is installed and running. Ensure the WS-Management service is installed and running, then restart the agent.
01:12:24:StackTrace:   at Microsoft.Carmine.WSManWrappers.ErrorContextParameterHelper.ThrowTranslatedCarmineException(WsmanSoapFault fault, COMException ce)
   at Microsoft.Carmine.WSManWrappers.WsmanAPIWrapper.RetrieveUnderlyingWMIErrorAndThrow(SessionCacheElement sessionElement, COMException ce)
   at Microsoft.Carmine.WSManWrappers.WsmanAPIWrapper.Invoke(String actionUri, WSManUri targetUri, Hashtable parameters, Type returnType, Boolean isCarmineMethod, Boolean forceResponseCast)
   at Microsoft.Carmine.WSManWrappers.AgentManagement.AssociateLibrary(WsmanAPIWrapper wsmanObject, String CertificateSubjectName, String& ExportedCertificate, ErrorInfo& ErrorInfo)
   at Microsoft.VirtualManager.Setup.VirtualMachineManagerHelpers.AssociateAgentServer(String fullyQualifiedServerName)
   at Microsoft.VirtualManager.Setup.VirtualMachineManagerHelpers.AssociateDefaultLibraryServer()
   at Microsoft.VirtualManager.Setup.VirtualMachineManagerHelpers.SetupLibraryShare()
   at Microsoft.VirtualManager.Setup.InstallItemCustomDelegates.PangaeaServerPostinstallProcessor()
01:12:24:InnerException.Type: System.Runtime.InteropServices.COMException, InnerException.Message: There is a time and/or date difference between the client and server.
01:12:24:InnerException.StackTrace:   at WSManAutomation.IWSManSession.Invoke(String actionUri, Object resourceUri, String parameters, Int32 flags)
   at Microsoft.Carmine.WSManWrappers.MyIWSManSession.Invoke(String actionUri, Object resourceUri, String parameters, Int32 flags)
   at Microsoft.Carmine.WSManWrappers.WsmanAPIWrapper.Invoke(String actionUri, WSManUri targetUri, Hashtable parameters, Type returnType, Boolean isCarmineMethod, Boolean forceResponseCast)
01:12:24:ProcessInstalls: Running the PostProcessDelegate returned false.
01:12:24:ProcessInstalls: Running the PostProcessDelegate for PangaeaServer failed.... This is a fatal item. Setting rollback.
01:12:24:SetProgressScreen: FinishMinorStep.
01:12:24:ProcessInstalls: Rollback is set and we are not doing an uninstall so we will stop processing installs
I have completed MSSQL server configuration and while configuring VMM the below error displayed in the wizard:
An internal error has occurred trying to contact an agent on the WIN-NTJTNEJ1UCN.mydomain.com server: : .
Ensure the agent is installed and running. Ensure the WS-Management service is installed and running, then restart the agent.
I have checked that the following services are running:
1) Verified WS-Management srvice 2) MSSQL server + MSSQL (agent) 3)SC VM Manager Agent 4) Windows management instrumentation .
I have joined the VM (on which installing SC VMM) in a domain(as per install guide) and installing VMM using domain account & it is in local Administrators group.
Also I would like know if there is any stand alone SC VMM installer. If yes then please let me know the installer location & install guide.
thanks.
====

Have you installed AppController on the same machine with VMM?

CTI Problem in inbound call scenario with Siemens OpenScape Contact Center (CMS)

Hello Experts,
we are working on a SAP CRM 7.0 EhP 2 with CTI to a CMS from Siemens (OpenScape Contact Center).
The basic integration works perfect, so that agents get informed about incoming calls in their Interaction Center UI and so on.
Currently we have a problem with handling of incoming calls:
When the agent is available (workmode 'ready') and he does not accept the call, the next available agent in the queue gets the call.
So far, so good. The problem is that the calls, the agent did not accept, do not disappear in the upper right corner. They are counted up to 5 and a timer starts counting up to 600 seconds. When the 600 seconds are reached, the agend gets disconnected from the communication channel, too.
(In case the agent talkes a call again, this counter is reset to again)
Is there any possibility to avoid the signalization of unaccepted calls from CRM side (generally)?
How could we prevent the agent from disconnection after 600 seconds and 5 unaccepted calls from CRM side?
Thanks in advance!
Kind regards
Martin
Message was edited by: Joaquin Fornas

Hi Yoro,
do you click on a physical phone button or on the button in the WebUI.
As far is i know, the OpenScape Contact Center does not support hang up funktionallity of the related button in the WebUI.
If you do not use wrapup time (which is used to give the agent time for the data maintenance before he continues receiving calls) the Counter shoud end after the call.
It seams that the OpenScape does not work propperly.
For more details you can take a look into the Log:
Transaction CRM_ICI_TRACE
You have to set the User Parameter CRM_ICI_TRACELEVEL to value XXX to enable the logging.
Good Luck!
Kind regards,
Martin Gaschk

Contact Center - timers agents

Hi,
I have been assigned by my company to manage CUCM and UCCX. All this because I have a little background of Alcatel OXE systems. For the moment I am quit busy to learn how to handle those products but there is still a long way to go. So sorry for the "maybe" stupid question.
That being said, our people from the helpdesk who are all in the Contact Center are asking me the next thing to configure:
When the agents are taking a call and after a few minutes end that same call by hanging up, they are immediately free for a second call. That's something they want me to change. Because they have to fill in a ticket, they need some time before the next call come in. So they are asking me if there is a way to be "offline" or "still busy" for about 15 seconds.
Is this something easy to implement in UCCX? Or is this the wrong place to config this and should it be done in CUCM? I'm looking for timers, hunting groups but don't find what I am looking for. I think I'm looking at the wrong place.
For the RTFM people, I do read manuals and check very interesting video's on how to handle all this, but like I said; I'm just into it and the problem is that I don't have time credit on this one.
Many thanks for the help.
Kind regards,
Max

Gergely,
I found something else.
On the Cisco website we can read:
Wrapup Time
Determines if agents automatically enter Wrapup when a call ends.
Like you mentioned already.
From the Unified CCX Administration menu bar, choose Subsystems > RmCm > Agent Based Routing Settings. The Agent Based Routing Settings area opens.
When I go there, I don't have the wrapup option.
Then there is an interesting note:
The Agent Based Routing Settings are available only if you are using Unified CCX Enhanced or Premium license packages.
When I check the licenses on my system:
Configured Licenses:
Package: Cisco Unified CCX Standard
IVR Port(s): 150
Cisco Unified CCX Standard Seat(s): 10
Cisco Unified CCX Maximum Agents: 300
So my research ends here? As a beginner I should say yes. Or are there other ways to configure what is asked to me?
Kind regards,
Max

Call Center Agent's Need to See Sent Mails in Their Inbox

Hi Gurus
I am looking for a way to allow the sent mails to be seen and viewed in the Call center agents inbox on the Web UI.
We are using EHP1 is the above mention possible for us?
Many Thanks in Advance
Vikas

What about sending them to himself as BCC automatically? That would be a small change.
Best regards,
Thomas Wagner

Contact Center Simulator (CCS) agent details

hi friends
When i use the Contact Center Simulator (CCS) and click on Agents to see the total number of agents who are logged on and available it displays
"Currently no agents are logged on to CCS".
I dont know where is the problem can any one help me as its a urgent requirement to test the working.
Do i have to assign and channel seperately to agent also if so how plz help us?
Thanks & Regards
Pulkit

Hello Pulikt,
Do the following :
Step 1.) Open up the IC Web client, log into it by using your CRM system user and ensure that the telephony channel is selected. Select Work mode : Ready using the radio button.
Step 2.) Choose refresh on the CCS Agent Over view page.
Hope this helps in solving your problem.
Regards,
Khushboo

Contact center call manager integration

Hello
I have call manager 7.1(5b) 7.1.5.30000-1 and contact center express 7.0(1)SR2 I have notice the ccx compatible with the version of my call manager is the 7.0(1)build 168?
Could anyone please confirm
Thanks
Sent from Cisco Technical Support iPad App

Hi,
the hw/sw compatibility guide (
http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1846/products_device_support_tables_list.html) is a great information source. It answers your question.
By the way, if I were you, I would definitely update UCCX to a newer version.
G.

Cisco security agent for Contact center express

Hi,
I have Cisco Contact center express version 7 SR 5 running on server with operating server Windows 2003.1.5. Please let me know which version of Cisco security agent is compatible with above mentioned CCX version & OS version.
I refered to the CCX comaptibilty guide but but I did not get information regarding operating system comaptibility with CSA. Kindly provide the same.
Also I tried version 5.0.0.235 of CSA it gave error "CIsco works common service is not installed" & insatllation aborted. I do not have CWLMS in network do i need to install some cisco works common services?
Regards,
Atul Kaul

Hi Atul,
These are the compatible version of CSA with 7.01Sr5. Recommended one is the highest and latest in the list 5.2.0.296-3.1(9)k9. You can install this in the server regardless of the version OS if you have UCCX 7.01 Sr5.
4.5.1.639-2.0(3)
4.5.1.645-2.0(4)
4.5.1.655-2.0(5)
5.0.0.187-3.0(1)
5.0.0.205-3.0(3)
5.0.0.210-3.0(3)
5.0.0.216-3.0(4)
5.0.0.217-3.0(5)
5.0.0.217-3.0(6)
5.0.0.225-3.0(7)
5.0.0.232-3.0(9)
5.0.0.235-3.0(10)
5.2.0.281-3.1(3)k9
5.2.0.282-3.1(5)k9
5.2.0.282-3.1(7)k9
5.2.0.296-3.1(9)k9
Thank you
Rajani Joshi

Contact Center Call recording

what is the differences between
call recording using the Call recoding lic. under the premium or the Enhanced licenses
use a mediasense server for the recording

The builtin recording and monitoring features are manually triggered* by a supervisor in CSD on a call-by-call basis. Recording is done through CAD or the server directly if you can get all agent phones into a single SPAN/RSPAN session. The server will only retain them for seven days, though a supervisor can extend that to 30 and the server has a quota of 2.6Gb total storage for them which cannot be increased. You must manually export anything you wish to keep.
MediaSense on the other hand is the opposite to nearly all of the above points. It uses the phone's Built-in Bridge or a Cisco voice gateway directly to have audio forwarded to it (no SPAN required). It is automatic and can record 100% of calls. It can retain recordings essentially as long as you have storage. The unique thing about MS is that Cisco hasn't been willing to compete directly with any of the established market players. As such, MS is positioned more as a middleware that is for another product to integrate with. The idea is that MS offloads all of the capture effort so the user-facing product can focus on features. Cisco has bent the rule slightly by included a *very* basic Search and Play widget.
At the end of the day if the built-in feature doesn't meet your requirements you should be looking for a recording vendor. During the solution design you need to ask if MS completes the solution by doing the audio capture.
* It is possible to build a CAD workflow that manually triggers the recording automatically for each call. This does not scale well because the server will not delete old recordings to make room for new ones if the quota is reached. It will just stop recording. Also, CAD's days are numbered.
Please remember to rate helpful responses and identify helpful or correct answers.

Call Flagging by Contact Center Agent in CAD\UCCE

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