CallManager 4.1(3) ES 66 - CDR, IVR and CTI Port, record not being created

Hi,
Just after quick confirmation if possible.
If a call comes in and gets queued on an IP IVR, then the IVR fails to deliver the call to an agent.
Should we see a record created in CDR?
Cheers,
Tim.

Cheers for that.
Did some more digging. Looks like one particular callmanager (a sub) is not creating any CDR records. (i.e. not even creating the flat files)
There are some interesting DB Layer Monitor Service logs. But can you confirm - is the CallManager service the actual service that is responsible for creating the initial flat file?
How do we check the EnvProcessCDR?
Cheers,
Tim.

Similar Messages

  • Migrate Avaya ACD, Convergys IVR and Verint Call Recording/QM and WFM to UCCX

    Current setup today is with an Avaya ACD, Convergys IVR and Verint Call Recording/QM and WFM
    The team is considering the idea of replacing the AVAYA ACD with a Cisco UCCX system – but retain the Convergys IVR and Verint CR/QM/WFM solution.
    Today the Convergys IVR front ends all calls into the team and allows the caller to access all kinds of information from the billing systems etc, via database dips.  Once the Convergys IVR has that information, we’d like to deliver that information to a UCCX agent should the caller opt out of the IVR menu’s and wish to speak to an agent.  So I am wondering how this would be accomplished with Cisco UCCX.
    Today, with the AVAYA ACD, the Convergys IVR writes the gathered information to a database on the AVAYA system so when the agent receives the call, that information is screen-popped to the AVAYA agent. 
    What is your take on this or better yet recommendations
    Thanks

    Grace,
    Right now, I think the biggest question you will need answered is how you will create resources/agents without a CUCM cluster.
    I run a cluster where I have CUCM 8.6 and UCCX 8.5 and I configure all of the resource/agent IPCC extensions on CUCM and then assign the resources/agents the skills or resource group required for my given script/CSQ/application.  If you can't create resources/agents without CUCM, I would stick with your current solution.
    G'luck,
    Brendan

  • Ccm4 - cdr analysis and reporting setup plugin install probs

    cdr analysis and reporting plug-in installation error message 'could not connect to ccm database'
    Any ideas

    You may want to search for a document "Cisco CallManager Serviceability Administration Guide" depending on your version for reference.
    As for your problem:
    you can try to login in the CDR "https://xxx.xxx.xxx.xxx/art/Logon.jsp" using,
    username:admin
    password:cisco
    and assign the CDR administrator rights, afterwhich this initial default account will be disabled.
    Hope this will solve your problem.
    Note:CDR may be enable by default. You may need to change CDR parameters in order to get your 1st reports.
    Gd luck
    Cash

  • Can anyone point me in the right direction for the link to download Acrobat 9 Standard?  I found the link to download 9 Pro but not standard.  Old computer crashed and new computer does not have a CDR/DVD rom drive.

    Can anyone point me in the right direction for the link to download Acrobat 9 Standard.  I found the link to download 9 Pro but not standard.  Old computer crashed and new computer does not have a CDR/DVD rom drive.

    Hi,
    Standard or Pro would be licensed through your serial number, the download link and downloaded file would be the same for both of them.
    Pro or Standard would be determined after you put in your serial number.
    Download Acrobat products | 9, 8
    Thank You
    Arjun

  • UCCX8 Is there a log or report that shows IVR/CTI port availability over time

    Question:
    Is there a log or report that shows IVR/CTI port availability over time?
    Objective:
    We are trying to determine if, when doing a Call Redirect step, the IVR/CTI port stays the same or the port is made available by the first script and the second script, where the Call Redirect is redirecting to, has to reserve its own IVR/CTI port.
    What we have done already:
    We limited the Call Control Group to 1 CTI port and ran the scripts that do the Call Redirect step and it worked fine, so we are assuming that there is not a point where the transfer takes up two IVR/CTI ports at the same time.
    -Lauren

    Hi,
    if it's UCCE, then if I remember that correctly, there is a webview report that would tell you Network Trunk Group utilization. Or, actually, you can extract this information yourself from the HDS table named Trunk_Group_Half_Hour.
    G.

  • UCCE send a caller from agent to IVR and back to the same agent

    Hello,
    I am trying to come up with a way to implement the following logic in UCCE 7.5 with IP IVR 7.0
    A caller gets to an agent and requests a service that requires identification
    The agent sends the caller back to IVR for identification
    UCCE reserves the agent. If caller hangs up the agent is chaged back to ready state.
    After authentication the caller is taken back to the same agent.
    I am not sure how to do steps 3 and 4. I need to be sure that the agent will be available to take the call and not make the customer wait again in queue. I guess I just need a variable to store the agent ID and pass it to the other script so it can make a queue to agent step, but then how do I make the agent reserved or not ready (so he's not taken by another call) and then present the same call back to him? Then I need a way to monitor the customer's activity in IVR and notify the agent if the customer dropped the call.
    Tough one...
    Stoyan

    Hi Stoyan
    I've been looking into the same thing, did you find a solution yet?  I had considered letting the Agent do a transfer to the IVR, collect the Agent ID (or if possible the instrument number they were currently logged in with) for routing back to the Agent.  Set the Agent to permanent Not Ready so they don't receive any other Contact Centre calls.  Let the IVR play out as long as it takes without having to calculate for retries etc. or leaving long delays before the agent can be reached again.   If I could only set the AgentID in the transfer script I would perform a database lookup on the ICM real time tables to find out what extension they were currently logged in with and route direct to that (reachable even if in the Not Ready state).  The main implication of this would be that I would lose visibility of the remainder of this call with regards the skill group statistics.  However, the default skill group could be set for each agent to account for this....not ideal as reporting would become more manual but still recorded at some level.
    Regards
    Brenda

  • Need help reading burn CDR mp3 and dvdrw from my superdrive

    my Super Drive was fine untill i upgrade to Maverick now it wouldnt  read the music on all of my burn cdr disk and dvdrw . ALso .need help  reading my external 2TB External Ntfs Hard drive.....

    To many conflicting information...
    my Super Drive was fine untill i upgrade to Maverick
    Per your system profile: "Mac mini, Mac OS 9.1.x"
    Mac Minis do not have a superdrive.  You also posted in the Intel iMac forums.
    Please correct and/or update so that you will be provided w/the correct troubleshooting suggestions.

  • Agent route call to IVR and retrieve back

    Hi all,
    I'm currently using UCCE with CVP v8.5. In this scenario, i would like the agent to transfer the current call to the IVR for the caller to perform authentication. The agent shouldn't be allowed to hear the dtmf tones that is being entered by the caller. During the IVR process, the agent should not be allowed to receive any other call. Once completed, the caller will go back to the same agent.
    Other than using conference (where the agent will hear the dtmf tones), is there any other method to achieve this?
    Thanks!
    -JT-

    Hi Loh,
    Hope you are doing well.
    Create an enterprise skill group and assoiciate it with the skill group you want for this flow. In ICM script there is a node called queue to agent. Under that node use agent selection by skill target ID. and in the expression use the prefered agent id variable. It will make sure that tha call goes to the same agent. just before the queue node set the priority highest for this caller. For this you can use the priority node. Below link will help to configure it properly.
    http://docwiki.cisco.com/wiki/Sticky_Agent_Configuration
    Now in the agent desktop setting change the wrapup time accordingly. Let say for pin authentication you need 20 sec then make the wrapup time 25 sec. This extra 5 sec will allow the caller in the queue (to hear pls wait while we transfer to the agent) and the call will land to the same agent.
    Thanks and Regards,
    Ashfaque

  • CDR analysis and reporting

    Hi,
    I am using cisco cucm9.1 and am sending monthly billing reports to the individuals using CDR analysis and reporting. one problem i have encountering is internal and emergency calls are also being charged. but i don`t want to calculate any charges on those two, so how can i fix this? please help!!!!!!!!
    regards,
    Ermias W.

    Hi,
    This forum is for issues with Wireless and IP phones.
    You might be better served by moving your question to the Collaboration forums
    https://supportforums.cisco.com/community/4691/collaboration-voice-and-video
    HTH,
    Steve

  • IVR and interop mode.

    Greetings,
    I was wondering if IVR and interop modes are ok. I have been asked to allow devices in Brocade Fabrics and Cisco fabrics to see each other (primarily backups) and it will involve IVR if thats achievable.
    Basically a setup of tape units (physical and VTL) at one Cisco site will need to be seen at the Brocade site. The tapes also need to be seen by VSANs at the Cisco site due to serverless backups.
    It sounds like a plan but I have not been able to find if its achievable.
    Stephen

    Interop and IVR should work...the question becomes whether the Fab OS version you have on the Brocade is supported for Interop mode 2 or 3. If they are in Open Fabric Mode, or what Cisco calls interop mode 1 I see no problems with an IVR integration. If they are running one of the newer Fab Os versions, you may run into interop issues. Here is the MDS interop guide from CCO, it has a section on Interop with IVR.
    http://www.cisco.com/en/US/docs/switches/datacenter/mds9000/interoperability/guide/ICGuide.pdf
    Here is the firmware matrix used for the Interop testing.
    http://www.cisco.com/en/US/docs/storage/san_switches/mds9000/interoperability/matrix/Matrix.pdf
    I hope that between these 2 documents you can locate your specific firmware and models, and determine if it was tested.
    Also, just because a specific firmware is not mentioned there, does not mean that it will not work. Just means it was not tested. It's almost impossible to test each possible combination.
    Hope this helps,
    Mike

  • Failed Create CTI Port IVR 7

    Hi All,
    I have a two cluster, called old and new cluster, i want to migrate IVR 7 from old cluster ( Call Manager 6 ) to new cluster ( call manager 8 ), I was changed the Selected IP AXL Service Providers and CTI Managers on Cisco Unified CM Configuration, Succeed with new IP Call manager, user name, user prifix and password.
    When I want to add a new cisco Unified CM Telephony Call Control Group, i got failed message " Failed to created CTI Port and Lines on Cisco Unified CM"
    Any help would be much appreciated.
    Thanks,

    OOPPSS...
    I read better your first post.
    Unfortunately IVR 7 is not compatible with CUCM 8
    http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf
    Sorry
    Regards
    Carlo
    Please rate all helpful posts
    "The more you help the more you learn"

  • CDR analysis and reporting output translation

    Is there an easy was to translate CDR data into something easily understood?
    I had to pull the to/from call records for a particular extension during a certain month long time frame and parse it by hand in excel to clean it up sorted by date/time so that a non technical staff member could understand it without me translating.  Some one suggested Cisco VLT but I don't think it's for this kind of data

    I assume you mean you got CDR flat files, VLT is not for that. It's for CUCM traces.
    You can use CAR to create reports.
    You don't mention version so I'll provide the latest one:
    Cisco Unified CDR Analysis and Reporting Administration Guide, Release 8.0(2)
    http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/8_0_2/car/CAR.html
    You can buy a 3rd party billing server that can process the flat files and provide reporting.
    Another option would be to write down your own program to do this, field definition is here:
    Cisco Call Detail Records Field  Descriptions
    http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/8_0_2/cdrdef/cdrfdes.html
    HTH
    java
    If this helps, please rate
    www.cisco.com/go/pdihelpdesk

  • Generic PG with CUCM, IP IVR and CVP

    Hello
    Does any one know if it is possible to have a Generic PG with pims for CUCM, IP IVR and CVP?
    Thanks in advance
    Victor

    Hi
    Be aware there are a few different versions of UCCX - the prices vary quite a lot based on the standard/enhanced/premium version you go for.
    Premium adds some of the things you said you aren't interested in (outbound, agent email etc), so you can probably get away with Enhanced - but really check the requirements carefully. You lose a good number of advanced features such as db integration and so on.
    If you drop another level to Standard, you lose even more - including loss of Agent Desktop in favour of IPPA. Tricky to recommend that in most cases...
    http://www.cisco.com/en/US/prod/collateral/voicesw/custcosw/ps5693/ps1846/data_sheet_c78-483369.html
    Regards
    Aaron

  • IVR and FAC codes

    Hello,We are upgrading from a CM 4 with an IVR in the same box to CM 7 with the IVR now on it's own server. Currently our IVR script forces the user to enter an authorization code along with an outbound phone number to place a tandem call through the CM.Has any one been able to pass the authcode to the CUCM and have it appear in the proper field of the CM's cdr record? (FAC). Without an authcode from the user placed in the cdr field we cannot bill the call back to the user in our telemanagement system since the orig id shows the IVR pilot number as making the outbound call.BTW, the only purpose for this IVR is to allow remote workers to get to things like voicemail, auto attendants, security, internal extension, and to make tandem phone calls.  Billing for the tandem calls is what we are trying to accomplish.John

    Interop and IVR should work...the question becomes whether the Fab OS version you have on the Brocade is supported for Interop mode 2 or 3. If they are in Open Fabric Mode, or what Cisco calls interop mode 1 I see no problems with an IVR integration. If they are running one of the newer Fab Os versions, you may run into interop issues. Here is the MDS interop guide from CCO, it has a section on Interop with IVR.
    http://www.cisco.com/en/US/docs/switches/datacenter/mds9000/interoperability/guide/ICGuide.pdf
    Here is the firmware matrix used for the Interop testing.
    http://www.cisco.com/en/US/docs/storage/san_switches/mds9000/interoperability/matrix/Matrix.pdf
    I hope that between these 2 documents you can locate your specific firmware and models, and determine if it was tested.
    Also, just because a specific firmware is not mentioned there, does not mean that it will not work. Just means it was not tested. It's almost impossible to test each possible combination.
    Hope this helps,
    Mike

  • Transfer to IVR in Outbound Campaign does not work

    Hi
    I am configuring an outbound predictive campaign and I need when no agents are available the customer should be transfer to my IVR, but when the call is transferred it is dropped.
    When I check the debugs of the gateway I found  "Busy User" disconnected cause 17. 
    I hope you can help me with this issue.
    UCCE 9.0(2)
    CUCM 9.1
    GW 2921
    My script to Transfer to IVR is like this:
    My campaign configuration is like this:
    Regards.

    Ok, have you configured your Dialer to Handle TR Label which comes as a response through MR PG, for Translation routing request?
    look at below. how your dialer is configured to handle label? what is flow ?
    Modification of Local Static Route File
    The SIP Dialer installation process installs an empty template file named DNPHost in the \icm\customerInstanceName\Dialer directory. This file defines the static route mappings of a dialed number wildcard pattern to the IP address or host name with which an agent phone or CTI Route point is registered. For each static route you wish to define, enter a row in this file in the following format:
    wildcard pattern, IP address or host name, description
    Examples:
    7?????, 10.86.227.144, transferring outbound calls to agent extensions
    86! , 10.86.227.186, for CTI Route Points on CUCM node1
    4?????, gambino.cisco.com, transfer to IVR campaign
    For single gateway deployments, the SIP Dialer reads the static routing info from DNPHost and uses the information from the file to construct the SIP REFER message. If the SIP Dialer is setup to support a voice gateway, the SIP Dialer loads DNPHost, ensures that it has valid routing entries, and sends an alarm if the file does not exist or is invalid.
    See the installed DNPHost file template for additional information about its use.
    regards
    Chintan

Maybe you are looking for