Chat within CAD UCCX 8.5

Is there a way I can leave chat enabled for CAD, but have it not show the users states (IE: Not ready, ready) in the "friends" list? So instead of showing the users name and status, it just shows the name of the agent.
Thank you,
-Jake

As far as I know this is not a configurable aspect of CAD.
HTH
Tanner

Similar Messages

Creating small groups (like private chat) within a room

hi there, i just have some set of questions and clarifications
1. by default, only owners can create groups right? (when i say groups i mean the one you set by doing audioPublisher.groupName), is there a way to enable the publisher to make groups as well?
2. what is the better way for private chatting within a room (private chat for about 10-20 people within a room, more like a group)... i'm thinking to use the ability to set publisherIDs for audioSubscriber, but is there an advantage in using the audioPublisher.groupName, other than you do not have to specify all userIDs of the person that you want to subscribe to?

Hi there, first of all, thank you for replying,
a) Is your chat audio/video?
          we intend to use LCCS for audio conference only
   b) How many people are in the room "at large" vs in these private groups?
          i can't really give a range but idea is we will typically have a "room" for a meeting group, i'm just thinking what would be better, either a room per meeting, or a group per meeting. i mean there will be no overlapping of groupings since these will be all guests accounts.
Right now, i'm more inclined to using a room for each meeting since if it will be done by groups then what if we make groups within a room and then suddenly our room got maxed out (5000 users), then we need to add another member for a group but we cannot add it anymore since the room is already maxed out. As far as i know now, there is a max of 5000 users per room, but is there a maximum number of rooms allowed to be created per account?
You also mentioned that "it's great for when you need an absolutely secureenvironment", pertaining to groups, i supposed that room separation also possesses the same absolute security right?
Another thing you mentioned is that "carries the challenge of needing a moderator in the room.", pertaining to groups again, is this because of the fact that you would have to create a group using an owner account? perhaps same thing as when creating a room using an owner account. But i mean once the group/room is created then any publisher can easily publish in that room/group right?
Right now, i'm just using the audioSubscriber.publisherIDs to sort of separate the users of a room but then again, it would be harder to monitor once there is a lot of users within a room

Social Miner 9.0 and CCX multisession chat in CAD

Hi!
We want to use a Single CAD client using multi chat windows in the integrated webrowsers.
Of course we will use several Chat Agent-id's one per chat session. We know that in UCCX 10.5 there will be support for 2multisession chat" but until then we want to use several webbrowsers in the CAD for chat
Question: is this possible=?
rgds Mikael

Hi Mikael,
For Multisession you will need SocialMiner 10.5 with CCX 10.5. SocialMiner 9 will not work for multisession.
Please find the answers to your questions below -
1) We are working to deliver the feature to set aliases for agent which if set will land up in the customer page instead of the login id.
2) We don't have the auto trigger, what we have is a auto answer which suggests that no agent is available currently. This is notified as soon as customer sends the issue request.
3) We don't support this. However you can play with browser profiles and can launch multiple browser instances in different profiles and have multiple logins on stand alone browsers. This is not tested and I am not sure if the feature will work end to end.
Thanks and Regards,
Praveen

Chat for CAD in CCX 8.5

Hi everyone,
I installed ccx 8.5 but now i need configure chat for agents, for instance:
agents should only chat with supervisors or supervisor with agents, not agents with other agents. I have tried to figure out some information, but until now i haven´t found any about that.
I appreciate any comments.

You cannot configure the option for Agents not to chat with each other. As a work around, you could remove the chat button from all CAD clients, this way, only Supervisors can initiate a chat with them.
If you saw a demo of a "buddy list," then you probably saw UCCX integrated with CUPS, in which case, you can configure groups of SME's and assign them to teams. Also, if an Agent logs out of CAD, and then into CUPC, they can build their own personal contacts, so when they sign back into CAD, they see that list as well.

Cursor behavior in CAD - UCCX

UCCX version 9.0.2.11001-24
Agent Desktop 9.0.2.1063
We recently upgraded from version 5.0 to the new version. Since then, agents have complained that when they receive a skill call, the CAD window takes control of the mouse from whatever they were working on (document, email, etc). Apparently this was not the case with the old version.
We have tried changing to the different window behavior under Preferences, but only Stealth makes a difference. This is not an option for us, as our agents need to see the incoming call data on the screen.
Is this normal behavior in the current version? Is it a known caveat that may be addressed in future updates? Is there a fix that I haven't yet found?
Thanks for any help,
Alan Short
American Kennel Club

What do you mean by "takes control of the mouse"? CAD will become the active window upon an incoming call. This is expected unless you use Stealth mode and has been the case as long as I can recall, though it's been years since I have tested a 5.0 system.
Please remember to rate helpful responses and identify helpful or correct answers.

Integrated phone in CAD UCCX version 8

Hi All
I seem to remember something about an integrated phone in new CAD version for a release of UCCX version 8. From some presentation.
I just can't find any thing about it. Can any one help me to locate info or correct me.

According to the CCX 8.0 CAD User guide, CAD works with IP Communicator, but then it always has. Also there is a mention about Dial Pad being modeless now, seems that it can stay on top.
You have never needed a hard phone if you have a IP Comm phone. This is what I do for remote work all the time.
Hope this helps.

Chat channel in UCCX

Hi all,
In the previous versions, UCCX could have Chat as one of the communications channels for customers. But from UCCX 7, the WIM (and the chat channel) is not available. In fact, Chat is a favoured channel of many customers. So could anyone tell me what product I can use for Chat channel if I already have UCCX installed?
Thanks,
Hoanghiep

Web Interaction Manager for UCCX was made End of Sale on 21 August 2009. The EoS notice is at the link below:
http://www.cisco.com/en/US/partner/prod/collateral/voicesw/custcosw/ps5693/ps7236/end_of_life_notice_c51-517363.html
The notice states that there isno immediate replacement for WIM.
The link below contains some information that may be useful - basically a chat function may be included in UCCX 8.6 scheduled for June 2011.

Retrieving NodeID-SessionID-SeqNum within UCCX Scripting

Hi,
I am working on UCCX 7.0 scripting where in I need to retrieve a unique number for the call. This unique number needs to map to the NodeID-SessionID-SeqNum of the AGent Wrap-Up Data Detail Report. I need to retrive this number in my script and write it into a custom table to be used as a primiray key in that custom table. Thus, this unique ID will link the CCDR in the standard historical reports to the custom table that I create. The custom table is being created to store some responses from the callers and will contain columns like CallID ( a unique ID), Reponse1, Response2 etc.
I tried retrieing the 'Identifier' in the GetContactInfo() step in my script assuming that this ID would be similar to the SeqNum in the NodeID-SessionID-SeqNUm of the historical reports but the 2 numbers are entirely different and hence I am unable to link the reports with the data in my custom table.
Any thoughts on how to work this through?
Thanks,
DM

I am not modifying the UCCX DB. I will be creating a new DB in an external SQL server that will have a table to record the reponses of the survey. Actually, here is the actual scenario.
1. Caller calls into the contact center. Gets routed to an agent.
2. At the end of the call, the agent will transfer the call to this script (Route point) that would basically do a typical IVR functionality of asking a few questions and recording the responses.
3. These responses will then be written into an external DB (on an external SQL server) such that the table will have a unique ID, somehting like a call ID.
4. At a later point, the customer wants to map these reponses to any standard report that has the same unique ID such that, they know the entire call from end-to end.
COming to using enterprise variables, using SetEnterpriseData would display this call within CAD or wouldn't it? Also, as described above, the call gets transferred to a different route point.
If you think I can still achieve the above scenario using the Call Variables, Can you please elaborate on the steps?
Thanks in advance,
DM

UCCX(9.x) Compatibility Matrix for IE

The UCCX compatibility matrix indicates that the most current TAC supported browser is IE 8. Has anyone run into issues using IE 9 with the CAD client using the integrated browser window. When will IE 9 be supported? UCCX 9.1...UCCX 10.x.
Thanks Joe

"The CAD integrated browser is implemented using the Microsoft WebBrowser control (Shdocvw.dll)..."
Source: CAD Install Guide, Page 23
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/installation/guide/cad85ccxig-cm.pdf
What does that mean? That CAD does not use the iexplore.exe file, and therefore is not bound to the same version as what the user is using.
For example, on my machine, I am running WinXP SP3 and IE 8. However, my Shdocvw.dll is version 6.0.2900.xxxx, which according to this MS document: http://support.microsoft.com/kb/969393 , shows us that is equivelent to IE 6.
What does this mean to us? Well, the supported version of IE is specific to the headings in the compatibility document. E.g., Agent E-Mail, AppAdmin, and CAD-BE. It's not referring to the integrated browser within CAD.
And since the OP's question is with CAD integrated browser, this becomes a non-issue.
However, if you're using CAD-BE or AppAdmin from IE 10, then we're talking unsupported versions. And if it were me, I would stick strictly to the browser version support for CAD-BE, but possibly bend the rules a bit with the AppAdmin one. Actually I use FF v19 which is not supported, and it works fine.
I hope that helps.
Anthony Holloway
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Cisco CAD agent automatically login to 3rd party web application

I am aware that Cisco UCCX CAD agents have the ability to launch a web application by configuring the web page within the UCCX Desktop Administrator. This is an excellent feature; however, I need to automate the login to the web application using CAD as well. Is there a way have CAD launch the application and push the user credentials required to login to the application as well once the agent logs into CAD?

This can be configured in CDA as either voice contact workflow or agent management workflow.

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)

CAD - login but cannot be in ready state

Hi, I encountered erratic (sometimes it happens sometimes it does not) error with Agents logging into their CAD (UCCX 8.5 Express) but cannot be in Ready state. Error: "Resource Device is Off". "The Agent extension is out of service. Ready state change and call control operations cannot be performed." Looking at the logs it state 32760. What could be causing this intermittent issue?

Hi Cornelio,
Please deassociate the phone\device from this Agent and also from the RmCm application user in CUCM. and again reassocite it back as before. Also try performing the Directory Resync operation from the CDA (Cisco Desktop Administrator) and see if it helps.
You can try restarting the CTI manager service also if the above workaround doesn't help.
Hope it helps.
Anand
Pls rate helpful posts by clicking on the stars below the right answers !!

Web chat social miner 9.0

Hello!
I try to configure agentdesktop ccx web chat, but I can't researc a sucess. I see this message at the top of my window. In English this means "Subsystems of chat isn't avaliable" or "Subsystems of chat is off". In my UCCX I have:
utils service list:
I can to create a chat manually without UCCX, but I cann't come in agentdesktop without "time-out mistake". My DNS is work without problem. I don't have errors of a certificate when I use domain name insted of IP-address. I can't find mistake despite of I did all how it was in the guides or ciscowiki.
Could you hepl me and give me an advice how I can solve my problem? What informaton must I show for getting an advice?
P.S. When I try to get chat for client according a webform I see this mistake:

Hello,
Please check the servives on UCCX:
CCX Serviceability -> Tools -> ControlCenter -> Network Services.
There are 2 services that must be IN SERVICE:
CCX Engine -> SubSystem Manager -> Chat Subsystem
Admin Services -> Cisco Unified CCX WebServices
If CCX WebServices is not running properly and you have installed the UCCX 9.0 base version (9.0.2.10000-71) then you may facing this Bug ID:
CSCuc70764 - CCX web services is in Shut Down mode
which is marked as Resolved on the UCCX 9.0.2SU1 (9.0.2.11001-24)
I've had the issue, have upgraded and they are up and running now.
Rui

UCCX - Consuming Web Services

Hi All,
I am looking for some advice in regards to consuming web services via UCCX scripting. In the past i have been doing so successfully in our environment by using document steps and Xpath expressions for both SOAP and REST web services that were configured to allow an HTTP GET request (tomcat running on apache server to expose public methods written in Java).
Our company is in the midst of a Microsoft Dynamics 2012 (r2) implementation and I have the task of establishing communication with AX in order to pass information back and forth. Our consultants with dynamics have setup a test web service using AIF, but it seems that these services require authentication. Currently the test web service is using NTLM authentication and exposed via SOAP. Apparently it is not possible to use HTTP GET for these web services.
This means i had to write java code in Set steps to communicate with the SOAP services. I was able to successfully do this for some of our own web services using SOAP. however i am having problems with the AX test web service due to the authentication. (Thanks to Gergely Szabo, as i used some of his code found here: https://supportforums.cisco.com/document/97736/uccx-8x-really-simple-soap-client-no-custom-jar )
I am hoping someone has some experience with having consumed AIF web services via Java or at least Java written within a UCCX script. Or if someone has been able to implement authentication and can provide some details for how that works? I don't even know if i can authenticate via NTLM from UCCX scripts due to it being a windows authentication protocol and not linux based.
Any thoughts or ideas would be appreciated!
Thanks,
Kevin.

Hi,
Thus far I have been unsuccessful in my attempts to communicate with this particular web service. The consults did create another service using Basic HTTP Auth and I was able to consume and use the service using SOAPUI just fine.
However, my soapResponseString code (small tweak of Gergely's code) is not working. After 2-3 minutes of sitting on that step in the CRS Editor my stacktrace exception is thrown and shows "Connection timed out". This is way past the time for the 5000ms read timeout, so I imagine the initial communication is successful but then eventually times out due to not returning a response?
I tried to mimic the headers SOAPUI uses from it's HTTP Log, hence the number of urlCon.setRequestProperty lines..
CODE for Set soapResponseString below:
// create a ByteArrayOutputStream - this is actually a buffer
// we are going to use to store the response coming from the SOAP server
java.io.ByteArrayOutputStream baos = new java.io.ByteArrayOutputStream();
// this is quite unnecessary: assigning the value of the soapRequest (still holding our XML document)
// to another variable, named content, type String; but anyway, it's just cleaner
String content = soapRequest;
// specify a timeout - 5000 milliseconds - if the web server does not start sending back
// anything within this timeframe, an exception will be raised
int readTimeout = 5000;
try {
// a new URL, which is the soapServiceEndpoint variable value (http://ip:port/ etc):
     java.net.URL url = new java.net.URL(soapServiceEndpoint);
// creating a HTTP connection to the above URL:
     java.net.HttpURLConnection urlCon = (java.net.HttpURLConnection) url.openConnection();
// setting some important header parameters, first of all, content length, this is most likely expected
// by the SOAP server
     urlCon.setFixedLengthStreamingMode(content.length());
// setting the timeout:
     urlCon.setReadTimeout(readTimeout);
// we tell Java we will do input (in other words, we will read):
     urlCon.setDoInput (true);
// we tell Java we will do output (in other words, we will send):
     urlCon.setDoOutput (true);
// we tell Java not to cache:
     urlCon.setUseCaches (false);
// we are using HTTP POST
     urlCon.setRequestMethod("POST");
// finally, we set the Content-Type header,
// this way we are telling the SOAP server we are sending an XML, using the UTF-8 charset
     urlCon.setRequestProperty("Content-Type","text/xml;charset=UTF-8");
// here we are sending our Basic Auth - authStringEnc is a base64 encoded user:pass credential that's initialized in a previous step
urlCon.setRequestProperty("Authorization","Basic " + authStringEnc);
//set some other header information for the request required by the AIF Web Service
urlCon.setRequestProperty("SOAPAction","http://tempuri.org/myService/getSiteId");
urlCon.setRequestProperty("Host", "myServer.myDomain.com:8080");
urlCon.setRequestProperty("Connection","Keep-Alive");
urlCon.setRequestProperty("User-Agent","Java/1.6.0_29");
urlCon.setRequestProperty("Accept-Encoding","gzip,deflate");
// opening an OutputStream (this is a one-way channel towards the SOAP server:
     java.io.DataOutputStream output = new java.io.DataOutputStream(urlCon.getOutputStream());
// we write the contents of the content variable (= soapRequest = XML document):
     output.writeBytes(content);
// telling Java to flush "speed up!" and then close the stream:
     output.flush();
     output.close();
// now getting the InputStream (getting a one way channel coming from the SOAP server):
     java.io.DataInputStream input = new java.io.DataInputStream(urlCon.getInputStream());
// buffered read from the InputStream, buffer size 4Kilobytes (= 4096 bytes):
// and the buffer is always written to the other buffer, named baos, that we specified
// on the first line of this block of code
     int bufSize = 4096; // buffer size, bytes
     byte[] bytesRead = new byte[bufSize];
     int bytesReadLength = 0;
     while(( bytesReadLength = input.read( bytesRead )) > 0 ) {
         baos.write(bytesRead,0,bytesReadLength);
     } //while block ends here
// closing the InputStream:
     input.close();
// closing the baos buffer
     baos.close();
} catch (Exception e) {
// again, if an error occurs, let's just send the stack trace to stdout (stdout.log)
// and then return null or can we can return e.getMessage() to see the exception caught inside the script
    e.printStackTrace();
return e.getMessage();
    //return null;
} // try..catch block ends here
// construct a new String, and return that to the CRS script:
return new String(baos.toByteArray());
} // closure ends here

Calls In Queue on Cad

Is there an easy way to display Calls In Queue inside the CAD? Maybe even longest waiting call? Aside from clicking around the tool bar and opening windows, is there a solution for pushing this available info out to the CAD?
Anyway to modify the Icons in the Supervisor Agent List. Currently it shows Ready and Not Ready, but is there a way to create customized Icons that match Not Ready States?
Duh...

The Calls in Queue is displayed as a report within CAD. Agents would have to click on the Reports icon (or Ctrl-Q) then select Contact Service Queue Statistics.
If you want more detail, one workaround is to use a wallboard. There are some opensource ones available (search the forums). If you have a web-based wallboard setup, you can customize it, then display it as a tab within the CAD integrated browser. That way your agents always see it (without clicking), and you can show any data you want.
I don't believe you can modify the Supervisor Desktop icons.

Chat within CAD UCCX 8.5

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