Changing Agent Skills

UCCX 8.5 SU1 (soon to be SU4).
When we add/remove an Agent Skill (or update their competency in an existing skill), do we need to have them log out and back in to CAD or is the change instant?
Thanks
Bill

It's instant.
Anthony Holloway
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UCCE 7.5.10 - Modify Agent Skill Groups via Database instead of Config or Re-Skill tool?

Background - We would like to bulk modify agent skill groups on a weekly basis, but have over 400 agents, 3 teams and over 5 skill groups per agent. We are hoping to build a query to modify the tables required to skill an agent properly. We would problably use a .csv file from our fiance dept. to determine skill groups per agent.
Has anyone been successful or know what tables must be updated/inserted to change an agent's skill groups? Is there a hack/workaround to do it using POST/URL in the Cisco Reskill Tool?
Thanks,
Ray Khan

It is about time for Cisco to realize that this is something that their biggest contact center competitor, Avaya offers as a standard feature, out of the box (I'm sure they know it without me pointing it out). This is "old" technology for Avaya.
We are doing this now in our Avaya contact center with a VB Script and scheduled tasks in Windows. Needless to say, it didn't take a developer to set it up. The scheduled tasks run twice per day to "reset" the agents' skills to pre-determined default values. This allows us the spend less time worrying about intraday skill changes, and whether or not any additional skills were removed from an agent's profile. We know that they'll be changed back twice per day.
We essentially have three different configurations based on time of day and day of week: Monday through Friday, 6:00am to 6:00 pm (Business Hours); Saturday and Sunday 6:00am to 6:00pm (Weekend Daytime); and Sunday through Saturday, 6:00pm to 6:00am (Overnights). We would have to have three UCCX skills with time of day routing to every one Avaya skill achieve this in UCCX.
Also, this capability enables us to re-skill our entire call center, or any subset thereof to a predetermined skill-set with a single mouse click.
I'd love to see Cisco allow and support this or similar functionality.
Sent from Cisco Technical Support iPhone App

UCCX question on agent skills

Is there a way to automate how an agent is skilled by certain time of day? Currently we have an agent that needs to receive calls from CSQ A between 12PM - 6:30PM and from 6:30PM to 8PM accept calls from CSQ B. Currently the only viable solution is the supervisor has to login and adjust the agents skills during these timeframes. Also I know we could skill the agent in both CSQ's but the supervisor does not want the agent to receive any calls from CSQ B between 12 - 6:30PM as well as not receive any calls from CSQ A during the 6:30 - 8PM timeframe. Thanks for any help!!

No issue there, create new Skill i.e. skill2, new CSQ2, on top of existing skill1, CSQ1, assign skill1 and skill2 to CSQ2. Assign this one agent to skill2 (not skill1). In your script between one time period queue CSQ1 which queues existing skill1 agents and does not include this one agent and during another time period select CSQ2 which includes skill1 existing agents and skill2 agent.
HTH,
Chris

One button login cannot change agent state because phone is out of service on 8861 phone

I'm testing out the 88XX line of phones for our practice and I am getting the strangest error when trying to enter ready state using one button login.
The phone states...
one button login cannot change agent state because phone is out of service
We are using extension mobility to login into the phone, then hitting the one button login service. (all of which works fine).
Also if I use this same account on any of our older 79XX phones it works perfectly and I can go into ready state and receive calls.
I only have issues on the 88XX line of phones.
Any insight would be great, thanks.
Davidt

Hi Kim,
We have seen this issue in our lab.
But after configuring the authenticate presence and authenticate register and also you need to associate the respective session-server for the ephone-dn as shown below...it will work.
voice register global
mode cme
max-dn 720
max-pool 262
load 7960-7940 P00308000500
authenticate presence
authenticate register
tftp-path flash:
create profile sync 0022049925121368
ephone-dn 5
number 1005
allow watch
session-server 1
exit
Hope it helps.
Anand
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UCCX - Changing agent states in scripts

Hi all,
I would like to chagne the state of my agent from reserved to ready inside a script. One of the steps in the script doesn't connect the contact to the agent (which is OK because some contacts have dedicated agents and not any agent can take the call), but after the step, which checks if the choosen agent is the dedicated agent, doesn't connect the call, the choosen agent becomes reserved until the contact hangs up. Is there a way to change the state of the choosen agent from reserved to ready inside the script or to not set the agents state to reserved if the call won't be connected? As far as I can see, Set User Info doesn't help me with my problem.
Thank you,
Ivana

Thanks for replying back and keeping this alive. You definitely have a common scenario where you are both:
A) Classifying your callers into prioritized groups
B) Assigning a preferred Agent to the each caller
Fortunately, UCCX does natively support assigning priorities to callers, but I don't see in your explanation where you are/would be using this feature.
Unfortunately, UCCX does not natively support queuing to individual Agents. Which is why your current script is retrying the Agent every second in what I presume is a Goto/Label loop using the Select Resource step. One thing the community does to work around this is to create a CSQ for each of your VIP Agents, and assign a skill/resource group to a single Agent such that only they can service that CSQ.
E.g.,
Agent: Anthony Holloway
Resource Group: vip_avholloway_rg
CSQ: vip_avholloway_csq
Now, inside your script you can actually queue to an Agent individually. The down side is that you now need to burn a CSQ for each Agent, and UCCX does have a limit to how many CSQ's it will safely support. (See SRND or Datasheet for limits)
In short, you wont' beable to solve your problem with forcing Agent states out of Reserved. You will need to approach the solution differently. Do you happen to have the complete business logic written out, and could you share it here for our review and subsequent solution recommendation?
Anthony Holloway
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How to change agent port after installation

Hi ,
I am having oem 12.1.0.2
I want to change the default port from 3872 to 8006 i had already installed agent and need to change it now.
Thanks,
Sachin

Hi,
You can use 'emctl setproperty agent'.
1: stop the agent
2: emctl setproperty agent -name EMD_URL -value https://hostname.domain:port/emd/main/
3: start agent
Note that this procedure will change the agent port but will not update the agent target name (which includes the port number).
Regards, Mark.

[Reskill] How can I see only my agents/skills?

Hello,
My name is Eric and I would like to know how can I see only agent in my team using Reskill facility. Now I can see all the Skill Groups, but I would like to see only the Skill groups that are agents in my team.
I attached a image about it.

Not possible, you see only our agents, but you see all skills configured.
david

Change Agents determination

Hi Everyone,
I've copied a standard workflow to a custom one and now I have to change how the approvals will be determined.
I'm trying to do that changing the workflow container through a programmed bindind. I know that it's also possible to change the container using a Program Exit implementing an ABAP class.
I would like to know which of the mentioned alternatives would be the best one. And also if is there any other alternative to do that?
In case of programmed binding, I could not find how specify the class that I want to use for the binding. I only see the Function Module options in the combo box.
Thanks in advance,
Best regards.
Martin

What is your requirement you do not need to do so much complex deveopment only to achieve different agent assignment. Use Rules to determine your user according to your determining factor.
Thanks
Arghadip

Changing agent password

Hi Gurus,
I have multiple databases running on a database server which is being monitored by GC agent.I have recently upgrade the database from 11.1 to 11.2 and i need to re-configure the targets(database instance) in GC to point to 11.2 Oracle Home.
I don't remember the password for dbsnmp account,Can i change the dbsnmp password for this upgraded database without any changes to agent config file?or do i have to change it in all databases running on that box and also have to make changes to agent configuration files.
Thanks

Yes .. you can do that ..
Change dbsnmp password in database and then change the same in OEM Grid using below link :
http://download.oracle.com/docs/cd/B16240_01/doc/install.102/e10953/getting_started_with_em.htm#CIHEFGAE
http://download.oracle.com/docs/cd/B16240_01/doc/em.102/e10954/emctl.htm#OEMCG0105
REgards
Rajesh
Edited by: Rajesh on 19 Jan, 2011 7:15 PM

How to change agent upload frequency

Hi,
I am looking for a way to change the frequency at which the agent checks the local targets and uploads the information. The reason - say on the Dev database targets, I want to prevent Agent from collecting information frequently and uploading the OMR with lots of information..which I really don't need at the default frequency. Say, if the default is 5 minutes, I would prefer to have the agents on the Dev servers to check the local targets and upload information every 30 minutes....that way OMS/OMR server is not busy working for something which is not critical. How can I manage the frequency....any information or pointers would be appreciated.
Thanks
-Chandra

Chandra,
communication between agent and oms takes place every every couple of seconds. The agent monitors different "targets", e.g. Host target, database target, listener target, etc. Each target can be monitored via target-specific metrics. For example the host target has metrics: cpu util%, etc. Each metric has its thresholds and also it´s specific monitoring interval.
In your case, I would recommend to create a monitoring template for each target type of your dev host. In that monitoring template, you can increase the monitoring interval.
There is in fact a configuration parameter in $AGENT_HOME/sysman/config/emd.properties, called UploadInterval, but that does only regulate how often the metric data is transmitted, to the oms, not how often the metric is measured. Therefore it has no effect on repository size.
Regards,
Martin

Hold Tim calculation in Agent & Agent Skill Group Reports

Please can someone confirm if I have this correct AHT is = to HandledCallsTime/CallsHandled HandledCallsTime = HandledCallTalkTime + HoldTime + Wrap.
If this is correct can someone confirm what constitues HoldTime - is InCallsOnHoldTime part of the overall hold time?
I have created and AVG Hold time HoldTime/CallsHandled, AVG Talk Time HandledCallsTalkTime/CallsHandled & AVG Wrap WrapTime/CallsHandled and all of those added together = AHT
If I run the report and look at AHoldT that is showing a calculation of InCallsOnHoldTime/InCallsOnHold
My query is this, I take a call, I speak to the customer for 60 secs, put them on hold whilst I make an outgoing call 30 secs, then come back to them and speak to them for a further 30secs and do 10 secs of Wrap...
Where does my Hold time with regards to me making a call sit..
As when I run this report I get the following output attached.
Arcadia wants to ensure that the Hold time that is happening whilst I am making another call is counted within the AHT... AS far as I can see it isn't!

Hi,
no, you did not. Just 'reporting' and 'cuic'.
Er... it's not really the SQL query, but anyway, I if I substitute AgentSkillGroup for Agent_Skill_Group_Interval, then the explanation for the HoldTime is this - kind of fuzzy, though:
>>
>> Number of seconds where all calls to the agent are on hold during the
>> reporting interval. HoldTime is counted only while the agent is doing no
>> other call-related activity. HoldTime is included in the calculation of
>> LoggedOnTime.
>>
I am not absolutely sure about this, but logically, the IncomingCallsOnHoldTime is a subset of HoldTime. I mean, HoldTime being the global HoldTime (including all types of calls), and IncomingCallsOnHoldTime is related only to inbound ACD calls. This is actually in the schema doc, but again, it's kind of fuzzy:
>>
>> IncomingCallsOnHoldTime
>> Total number of seconds that inbound ACD calls calls that an agent
>> associated with this skill group placed on hold that ended during the
>> reporting interval. The value is counted when the after-call work time
>> associated with the call (if any) is completed, and the database is updated
>> every reporting.
>>
Well, this does not explain that, does it.
This way: do you have access to the HDS database? Would be interesting to take a look at the Agent_State_Trace table for a particular agent and then do the calculations. I know, it's kind of complicated, but let's just wait and see if someone else comes up with a better explanation.
G.

Change agent language

i would like to change only the agent language at the netware server
console to english without changing client settings like time , date
etc. of their foreign language.
ist it ok to move the *.fil - files ?

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No outbound email, Can't change Agent, Alternate not working

Our server with our primary MTA has failed and Groupwise is still trying to send outbound Internet emails to it. POA is on another server. Despite there being an Alternate Internet agent defined no outgoing emails are being sent. The Alternate GWIA is alive and apparently working fine.
I cannot select the Internet Agent in the Domain as the option is greyed out (as is the Override check box). I have changed it in the System properties but the Domain shows the old, dead GWIA. I was already using Message Transfer Ports so Tid 3187743 does not apply.
The MTA log shows it trying to connect to the dead MTA.
I have restarted groupwise a lot and rebooted the server.

NickHoare,
It appears that in the past few days you have not received a response to your
posting. That concerns us, and has triggered this automated reply.
Has your problem been resolved? If not, you might try one of the following options:
- Visit http://support.novell.com and search the knowledgebase and/or check all
the other self support options and support programs available.
- You could also try posting your message again. Make sure it is posted in the
correct newsgroup. (http://forums.novell.com)
Be sure to read the forum FAQ about what to expect in the way of responses:
http://forums.novell.com/faq.php
If this is a reply to a duplicate posting, please ignore and accept our apologies
and rest assured we will issue a stern reprimand to our posting bot.
Good luck!
Your Novell Product Support Forums Team
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Prevent Change agent from making changes to requests after approved

Does anyone know how to block changes made to a Change Request after it has been approved?

If you're talking about preventing changes to a change request record after it's been approved, I have a couple suggestions, but they require custom development effort.
One possibility would be to create a custom control applied to the Change Request form that does this for you. Using Anton's custom control technique, you could create a control that, when the form loads, reads the current state of a
CR's review activity and, if it's approved, finds and disables all of the controls on the form.
http://blog.scsmsolutions.com/2011/08/create-custom-user-control-for-scsm-2010/ This post is for SCSM 2010, but the principal is the same for SCSM 2012.
Another possibility is to create your own Change Request form from scratch that implements similar capability (ie: every time the form is opened, the FormLoad event checks the state of the review activity and disables/enabled all other form controls appropriately).
Creating your own form would require you to override the out-of-the-box form for which there is no supported method yet. Plus, creating your own change request form would require much more development effort including knowledge of Visual Studio, WPF/XAML,
C#, and the unsupported console API.
These techniques to "block" changes will only work on a form, though. A user would still be able to make changes directly with powershell or the SDK. They could also make changes with any of the out-of-the-box console tasks that manipulate change requests.
I'm afraid there's no "simple" answer, though.
However, keep in mind that all changes to any record in Service Manager are recorded in the history of that record. So while it might be difficult to block changes, you can always review any changes that were made after a CR has been approved, including
who made the change and when. That's more of a reactive approach instead of a proactive approach.

Change agent configuraiton information

We have previously installed agents on servers that we recently inherited from another business group. We want to configure the agents to work with our OMS. I can not find any documentation on how to switch management servers. Can someone point me in the right direction?
Regards
Tim

Please check the doc
http://download.oracle.com/docs/cd/B16240_01/doc/em.102/e10954/postinstall_config.htm#i1024250

Changing Agent Skills

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