Cisco Interaction manager (Web Chat) issue

Dear All 
We are facing an error in CIM 4.4.1 that only one of the agents cannot handle more than two chats. We have set the value of maximum chat per agent to Four.
we have configured only one department and one queue. Rest of agents are getting chats normally. Anyone experienced and got its fix.

Hi laranoueir
I did not try integration however i saw the procedure of integration (CIM with UCCE) in the installation guide of CIM. You can check that guide, if do not find it in your guide let me know i will share guide with you.

Similar Messages

  • New Entry Point in Cisco Interaction Manager

    I have created a new Entry Point in Cisco Interaction Manager for web chat. I used a new Queue and a new Script for the que script selector. I added a new ICM queue script for the chat, a new Dialed Number / Script Selector. When I test the new chat, the entry point works and shows the new entry point name in the CIM agent, but it still queues to the existing queue in ICM, not the new one. Anyone have any idea what I might have missed?
    Thanks - Keith                  

    Hey Lara, the emails are not getting queued because they are abnormally handled after success path of Queue to skill group.
    please add a wait node, after success path of queue to skill group. set time in wait node to max time you want emails to stay in queue. may be after this you can use another queue or send some label back to CIM, which matches to non IPTA group on CIM.
    the same is applicable for Chat as well.
    coming to the point at the subsequent chat not routing to the same agent, this one depends on max concurrent task you configure in CIM for Chat queue.
    there is config tab in each ICM integrated queue called "Concurrent task limit", this is the one deciding factor on how many concurrent task for each queue an agent can handle.
    please try and let me know if that works.
    regards
    Chintan

  • Cisco Interaction Manager with Finesse 9.1.1

    Is it possible to place Cisco Interaction Manager in finesse desktop container as a gadget?
    As I have tried to do that but CIM login interface is not displayed on finesse desktop, instead I am getting white display'

    I just tested this. If i login as an agent i see the gadget but if i login as supervisor, i do not see the gadget.
    Couple of additional questions.
    1. How to get this gadget in the home page and not in a seperate Frame
    Answer: Need to add the gadget commands under the supervisor frame as well.
    2. how to pass the username and password that i enter initially in the finesse login page to CIM?
    BTW, this is for PCCE 9.0.3 and CIM 9.0.1 (not integrated yet)
    -senthil

  • Cisco Interaction Manager Kick out Agents

    Good day,
    recently we have noticed, what our contact center agents have following issue, while working through the web based Agents Console in CIM sometimes they are kicked off from the system and it is getting annoying. This problem doesn't occure periodicaly - some days Agents Console is working fine, but some days system kick off agents numerous times.
    Maybe someone had same issue and knows, what could be the problem and give the solution for it?
    Your help is very appreciated.
    Thank you in advance.
    BRG,
    Andrey

    Hi laranoueir
    I did not try integration however i saw the procedure of integration (CIM with UCCE) in the installation guide of CIM. You can check that guide, if do not find it in your guide let me know i will share guide with you.

  • Cisco Interaction Manager and PCCE

    Having an issue trying to integrate CIM 9.0(2) with PCCE 9.0(4).
    Emails are not being delivered to integrated queue's.  Looking into the DB the activities are not being queued to CCE at all.
    TAC is following the path that this is related to ECC variables being mis-configured.
    Only issue is that since this is PCCE, ECC's are configured with deployment scripts and cannot be viewed or modifed since the tools are removed.
    Did a full- reinstall (This was a new install the begin with), after running the integration wizard, and going to the queue properties, then to the ECC variables tab, and recieve a message that "CIM has detected ECC variables have been deleted from UCCE, and thus have been deleted from CIM".
    Has anyone seen this before?

    defiantely looks database issue, i wonder how the integration wizard ran without any issues.
    since it has already ran once, i think you will not be able to run it once again and you have to tweak the config from system console.
    to prove further, can you please zip the full log folder and share it here.
    also please attach the DB config screenshot if possible.
    for that you have to login to system partition and explore under,
    system --> partition --> <whatever partition>-->database tab under properties.
    screenshot is attached for the reference.
    regards
    Chintan  

  • Cisco Communication Manager Cluster Licence Issue

    Dear forum participants,
    In my network I have cucm 9.1.2 with the license for 180 phones. I plan to buy the server and CUCM 9 and to make a cluster. please, tell me, what else licenses I need to buy.

    There is no longer a server node license, so nothing. It's important to understand that you actually have USER licenses, not device/phone licenses. The UCL/UWL license is consumed by an End User account based on the capabilities/products they are consuming. If you fail to properly associate a device to an end user it will consume a user license all on it's own. For many users who have more than one capability, this wastes licenses. For example, UWL Standard also entitles a customer to a CXN mailbox; however, if the phone isn't set with the correct Owner User ID that matches the alias of their mailbox, two licenses will be consumed instead of one.
    http://www.cisco.com/en/US/prod/collateral/voicesw/ps6882/ps9156/product_solution_overview0900aecd806cc7a4.html
    Please remember to rate helpful responses and identify helpful or correct answers.

  • Web chat - POP UP issue

    Hi,
    We have Cisco Interaction Manager 9.0 which is integrated with UCCE 10.0, while agents are supporting customer with web chat, when they minimize the internet explorer, customer sends message in the chat, it is not poping up automatically. 
    Any idea where to set this option. 
    with Regards,
    Manivannan

    Hi Sakthidharan acc,
    you have to go like :
    zitem_save_popup is a type ref to  IF_BSP_WD_POPUP and write the event on popup closed, and also create it and also you can write some logic here.But do some change  in your code like:
    lv_title = text-003.
    if zitem_save_popup is not bound."===================================>
    zitem_save_popup = comp_controller->window_manager->create_popup(
    iv_interface_view_name = 'MainWindow'
    iv_usage_name = if_bsp_wd_window_manager=>co_own_window
    iv_title = lv_title ).
    zitem_save_popup->set_on_close_event( iv_view = me iv_event_name = 'POPUP_CLOSED' ).
    endif."===================================>
    * Open Popup
    zitem_save_popup->open( ).
    Here  'POPUP_CLOSED' is the event that will be triggered when popup will close.
    Regards,
    Vishal.

  • [announce] PortalStudio 2.0 with Interaction Management

    MONGOOSE TECHNOLOGY ANNOUNCES PORTALSTUDIO 2.0 WITH INTERACTION MANAGEMENT
    Vendor-neutral portal platform now includes RealCommunities 2.0
    collaboration applications and Interaction Management Web services
    Houston, October 22, 2001 - Mongoose Technology, Inc., the company that set
    the benchmark for Portal Lifecycle Management and the first company to
    deliver a complete J2EET-based portal design, assembly, deployment, and
    management solution, today announced Mongoose PortalStudioT 2.0. The
    product, which provides an integrated development environment and portal
    platform, now includes Mongoose RealCommunitiesT applications and
    Interaction Management web services for online collaboration. Using Mongoose
    PortalStudio and Mongoose RealCommunities, companies can incorporate
    Interaction Management into their portals and Web sites to increase employee
    productivity, enhance partner effectiveness, and build customer loyalty.
    Delphi Group has defined Interaction Management: "Interaction management
    refers to web applications used to cultivate relationships among portal
    constituents. These person-to-person web services facilitate group
    formation, enhance team collaboration, and empower knowledge exchange
    between employees, customers, partners, and suppliers. Interaction
    Management helps organizations capture and retain intellectual capital,
    reduce employee turnover, increase team productivity, and build customer
    loyalty."
    "Interaction Management is a critical component of any portal strategy, and
    necessary for effectively nurturing online community and user
    relationships," says Nathaniel Palmer, Chief Analyst at Delphi Group. "In
    PortalStudio, Mongoose provides the first comprehensive set of web services
    for interaction management, within a application framework specifically
    designed for deploying and managing portal components."
    "We provide enterprise applications to the health care industry and
    international retailers" said Brian Fox, Vice President of
    MySoftwarePartner. "Our customers must provide timely and accurate
    information to consumers and to government agencies. We are using Mongoose
    PortalStudio to provide more useful information by aggregating our systems
    with other corporate applications in the Enterprise Portal. We are
    incorporating RealCommunities collaboration applications to improve customer
    support and to reduce the cost of gathering and reporting consumer data. "
    PortalStudio with Interaction Management
    RealCommunities collaboration applications are modular WebComponentsT of the
    PortalStudio platform that can be embedded into any Web site or portal. They
    are supported by RealCommunities Web Services that provide open API's to
    gather, store, and act upon person and activity related data.
    "Interaction Management is the set of person-to-person web services that
    support online relationships and transactions," says Mr. Palmer. The
    RealCommunities Web Services are based on the Mongoose 12 Principles of
    CollaborationT, and include Identity, Groups, Reputation, Environment and
    Communication.
    RealCommunities WebComponents provide structured interactions to support
    group goals. These collaboration capabilities can be incorporated into new
    or existing portals and Web sites. RealCommunities WebComponents include:
    Expertise & Skills Directory - This application facilitates the search
    for a person or a group with the expertise, skills, service capability, or
    reputation matching the user's needs.
    Engagement & Feedback - After identifying an appropriate individual or
    group, the application allows the user to negotiate an agreement for a
    consultative or service relationship with the provider and subsequently to
    rate the quality and usefulness of the provider's services.
    Messages & Chat - These WebComponents provide Message Boards, Chat, and
    Instant Messaging
    Question & Answer - This post-a-question and get-an-answer mechanism
    can be a public or private dialog and is used for self-help and support
    applications.
    File Sharing & Collaboration - Users can access content from WebDAV
    (Web-based distributed authoring and versioning) clients and DAV-enabled
    software packages such as Mongoose PortalStudioT, Microsoft® Office XP,
    Microsoft® Web Folders, Adobe Acrobat®, and Macromedia Dreamweaver®. Thus a
    Word® user can directly open documents that are stored in PortalStudio-based
    portals.
    Review & Recommend - This facility enables community members to provide
    opinions and ratings, look at what others are saying, and view a composite
    score of any participant or document.
    Rewards & Incentives - Reward employees, partners, or customers who
    participate in desired online activities. The application can be configured
    to promote loyalty by providing incentives and rewards for desired
    behaviors. The rules are easy to configure and change as business needs
    evolve.
    Tests & Polls - This utility enables a service provider or group leader
    to ask questions of a population. Rules can be applied to responses to
    generate scoring reports or individualized actions, e.g., if pass test, then
    update reputation and deliver certification by email.
    Companies can enhance their ebusiness effectiveness with Mongoose
    RealCommunitiesT Interaction Management applications for increasing
    productivity of sales teams, cultivating buyer and partner loyalty,
    capturing better market data, and accelerating innovation and time to
    market.
    PortalStudio 2.0 Delivers Fast Results
    Mongoose PortalStudio 2.0 is a visual portal assembly environment that
    allows users to quickly and easily design portal components, assemble them
    into a portal, then validate and deploy their portal solution to, for
    example, BEA WebLogic. The simplicity of PortalStudio 2.0's one-click wizard
    for configuring and deploying to environments such as BEA WebLogic is
    dramatic. Like a "portal compiler," the PortalStudio one-click wizard
    eliminates timely editing of complex J2EE and BEA specific configuration
    files.
    Other powerful features and capabilities in PortalStudio 2.0 include:
    Instant WebSkinT Personalization
    The presentation of information can be customized to the individual or
    company standards using Mongoose WebSkins. Users can pick an existing
    WebSkin from the PortalStudio library and re-brand their Web application or
    apply a custom look-and-feel in seconds. With PortalStudio's
    "person-to-system" Web services, XML-based content can be aggregated,
    categorized, searched, and cached, served up to various display devices, and
    personalized depending on browser, browser version, user, role, locale,
    display device, language, and custom rules. Altogether, users can build an
    application once, access it from many convenient devices, and be greeted by
    a personal presentation.
    Aggregate Corporate Applications
    Corporate applications and databases can be aggregated into the portal with
    Mongoose PortalStudio's "system-to-system" Web services for aggregation,
    mapping & merging, caching, scheduled queries, and Rules and Alarms.
    Mongoose PortalStudio includes WebConnectors for XML, JDBC, JCA, and MS
    Exchange.
    Enhance Existing Applications
    Mongoose's "federated" approach means users can use Mongoose's PortalStudio
    to create a portal from scratch and deploy it on a J2EE application server
    from any of the leading vendors; maintain and enhance existing portal
    applications; or embed Mongoose WebComponents into an existing Web
    application. WebComponents included with PortalStudio include Table, Tree,
    News, Document Sharing, Document Search, Message Boards, Chat, Instant
    Messaging, email, and a MiniBrowser with source code.
    Availability and Pricing
    Mongoose PortalStudio for BEA WebLogic and Mongoose PortalStudio 2.0
    Enterprise Edition are currently available and 30-day free trials are
    available at www.mongoosetech.com. PortalStudio 2.0 Enterprise Edition
    supports leading J2EE application servers, including BEA WebLogic,
    Oracle9iAS, Orion, Macromedia JRun, and IBM WebSphere. The Enterprise
    Edition ships with the Standard library of components, plus RealCommunities
    WebComponents and Interaction Management Web services.
    Mongoose Technology shatters the $100,000 barrier for an Enterprise Portal.
    Pricing begins at $3,000 for the PortalStudio Interactive Development
    Environment (IDE) that includes a standard library of WebComponents,
    RealCommunities Interaction Management WebComponents, a development-only
    license of Orion Application server and a 30-day trial of BEA WebLogic. A
    development license of PortalStudioT for BEA WebLogic® is available at an
    introductory price of $995. The deployment license of the PortalStudio
    Platform is available at an introductory price of $35,000 per CPU.
    PortalStudio is available directly from Mongoose as well as through its
    value-added resellers including: SSI Technologies, eKnowledgeCenter, and
    Iconixx.
    About Mongoose Technology, Inc.
    Mongoose Technology, Inc. (www.mongoosetech.com) is delivering and setting
    the benchmark for Portal Lifecycle Management products that are used
    worldwide to design, assemble, deploy, and manage ebusiness portals. The
    company's products include: Mongoose PortalStudioT Enterprise Edition, a
    visual portal assembly environment for the rapid development of customized
    enterprise portals on leading J2EE application servers; Mongoose
    PortalStudioT for BEA WebLogicT; and Mongoose RealCommunitiesT Interaction
    Management applications for increasing productivity of sales teams,
    cultivating buyer and partner loyalty, capturing better market data, and
    accelerating innovation and time to market. Major customers and partners
    include: BEA (www.bea.com), eBay (www.ebay.com), and SSI Technologies
    (www.ssi-americas.com). Mongoose Technology, Inc. was founded in 1999 and is
    headquartered at 1300 Hercules, #130, Houston, Texas 77058; phone,
    281/461-0099; fax, 281/461-0505.
    For questions or comments about this press release, please contact:
    [email protected]
    [Bullet.gif]

    Steps:
    On CAS server, install the Reporting Point Service Role.
    On System Center Configuration Manager Primary Site Server:
    Create or edit the sms_def.mof file and configuration.mof file required for MBAM 2.0 manually.
    Run MBAM 2.0 Setup and under Topology, choose System Center Configuration Manager Integration.
    Select the Feature “System Center Configuration Manager” and proceed for Pre-requisites check.
    All Pre-requisites check must be passed and complete the installation successfully.
    On Standalone Server: - SQL Server.
    Run MBAM 2.0 setup and choose Configuration Manager Integration.
    Do not select System Center Configuration Manager feature.
    Install the Recovery Database and Audit Database on the Database Server and reporting.
    On Standalone - Web Server.
    Run MBAM 2.0 setup and choose Configuration Manager Integration.
    Select only the MBAM Admin and Monitoring Feature and Self Server Portal on the Web Server.
    Manoj Sehgal

  • Interaction Manager 4.4 reopen case close

    Hello I need help!
    I have CIM Interaction Manager 4.4. My customer want to do forward it to email that already stay close.
    I have this answer:
    "Once the activity is closed you cannot reopen it to forward it again. But if the agents are however non-ipta agents you can configure them to be able create a new email and use an existing case ID to make a new activity part of an ongoing thread. This is not a new function, this would be available in 4.4 also. "
    But  I do not see how can to insert case close to new case. can anyone tell me how to do that?
    Thanks.

    Thank you for the reply.
    I will start by saying that I don't know much about the product so my understanding of standalone and integrated is a little limited. Part of my enqury here is to find documentation that outlines the differences, explains the installtion procedures for both options, etc.
    By support I mean will TAC support it when we call in for a trouble.
    All documentation (that I could find) in CCO is in reference to Enterprise. Below is from the EIM 4.3 install guide. No reference to standalone vs integrated.
    Integrating Cisco Interaction Manager with Unified CCE
    Cisco Interaction Manager is integrated with Unified CCE by running the Cisco Interaction Manager Integration
    Wizard on the application server of Cisco Interaction Manager. If you have more than one application server,
    you can run the wizard from any one of them. The wizard imports the media routing domains, agents, and skill
    groups information from the Unified CCE database to the Cisco Interaction Manager database.
    I have reached out to our local office so hopefully they can help.....
    Thanks again...

  • Setting office Hours in Cisco Web Interaction Manager

    Hi
    I was testing cisco Web Interaction manager for Live chat with the customers. I was getting messages for off office hours.
    I want to change the officehours . Is there any place I can change the office hours ?.
    I am using Cisco Web and Email Integration ver 4.3.2.3
    I am new to this product.  Any help on this would be great help for me.
    Thanks in Advance,

    Page 22 of the guide http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cisco_interaction_manager/cim_43/user/guide/cisco_im431_cce_userguide_administration_chat.pdf
    Options tab, go to the Off hours section. Set up the text to be displayed when no agents are
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  • Cisco Email Interaction Manager (EIM) with UCCX 8.5 ?

    Anyone using UCCX 7x/8x with Cisco Email Interaction Manager (EIM) ? Looking for some hands on feedback from someone using it.
    I have a customer currently using the free UCCX 7x/8x Express E-mail Manager (EEM)(it came out with 7.0(1)SR4 and adds a FIFO Email CSQ that doesn’t integrate using .aef scripts just Agent Desktop/Desktop Administrator)
    They want to prioritize other than FIFO, which it appears Cisco Unified E-Mail Interaction Manager can do. They are looking for recommendations on handling email beyond what UCCX can do. They have stated moving to ICM (UCCE) is not a budget option. They have 16 email CSQs and 18 voice CSQs. The Email CSQ pretty much requires a 1 Email CSQ per Agent ratio due to the way Transfers are done with Emails to individuals, which bumps up against sizing issues/A2Q.

    https://supportforums.cisco.com/message/3360647
    eGain now offers a multichannel solution that integrates with Cisco Unified Contact Center Express.
    For more details, please contact:
    Tibor Vari
    eGain Communications
    Email: [email protected]
    Ph #: (201) 236 8353

  • Cisco UCCX 9.x Web Chat integration with Siebel

    Hi,
    I have a requirement to configure and integrate Cisco UCCX 9.x Web chat with Siebel. Do anyone have any good documentation/guides on configuring Web chat on UCCX aswell as integrating it with Siebel?
    Thanks
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    Hi,
    We have uccx 9.0 with socialminer integrated for webchat.
    After the chat is complete,can we send the chat history to the customers email id.
    Is this possible?If so can any one advice me how to configure the same.
    Thanks,
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  • Connectivity Issue between ASA 5520 firewall and Cisco Call Manager

    Recently i have installed ASA 5520 firewall, Below is the detail for my network
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    the Default Gateway for Data user is 10.12.10.2/24 and
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    Actually i don't wana to insert new subnet and complicate the nework. i need a simple way to solve the problem. below is the details for the asa 5520 config.
    ASA Version 8.2(1)
    name x.x.x.x Mobily
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     service-object tcp eq www
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     service-object tcp eq ssh
     service-object tcp eq telnet
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    access-list RA_VPN_splitTunnelAcl standard permit Inside-Network 255.255.255.0
    access-list inside_nat0_outbound extended permit ip Inside-Network 255.255.255.0 10.12.10.16 255.255.255.240
    access-list inside_nat0_outbound extended permit object-group DM_INLINE_SERVICE_1 10.12.10.16 255.255.255.240 Inside-Network 255.255.255.0
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    pager lines 24
    logging enable
    logging asdm informational
    mtu inside 1500
    mtu outside 1500
    mtu mgmt 1500
    ip local pool VPN-Pool 172.16.1.1-172.16.1.30 mask 255.255.255.0
    ip local pool VPN-Users 10.12.10.21-10.12.10.30 mask 255.255.255.0
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    icmp unreachable rate-limit 1 burst-size 1
    asdm image disk0:/asdm-641.bin
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    arp timeout 14400
    global (inside) 2 interface
    global (outside) 1 interface
    nat (inside) 0 access-list inside_nat0_outbound_1
    nat (inside) 1 Inside-Network 255.255.255.0
    route outside 0.0.0.0 0.0.0.0 Mobily 1
    timeout xlate 3:00:00
    timeout conn 1:00:00 half-closed 0:10:00 udp 0:02:00 icmp 0:00:02
    timeout sunrpc 0:10:00 h323 0:05:00 h225 1:00:00 mgcp 0:05:00 mgcp-pat 0:05:00
    timeout sip 0:30:00 sip_media 0:02:00 sip-invite 0:03:00 sip-disconnect 0:02:00
    timeout sip-provisional-media 0:02:00 uauth 0:05:00 absolute
    timeout tcp-proxy-reassembly 0:01:00
    dynamic-access-policy-record DfltAccessPolicy
    http server enable
    http Mgmt-Network 255.255.255.0 mgmt
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    no snmp-server location
    no snmp-server contact
    snmp-server enable traps snmp authentication linkup linkdown coldstart
    crypto ipsec transform-set ESP-AES-256-MD5 esp-aes-256 esp-md5-hmac
    crypto ipsec transform-set ESP-DES-SHA esp-des esp-sha-hmac
    crypto ipsec transform-set ESP-DES-MD5 esp-des esp-md5-hmac
    crypto ipsec transform-set ESP-AES-192-MD5 esp-aes-192 esp-md5-hmac
    crypto ipsec transform-set ESP-3DES-MD5 esp-3des esp-md5-hmac
    crypto ipsec transform-set ESP-AES-256-SHA esp-aes-256 esp-sha-hmac
    crypto ipsec transform-set ESP-AES-128-SHA esp-aes esp-sha-hmac
    crypto ipsec transform-set ESP-AES-192-SHA esp-aes-192 esp-sha-hmac
    crypto ipsec transform-set ESP-AES-128-MD5 esp-aes esp-md5-hmac
    crypto ipsec transform-set ESP-3DES-SHA esp-3des esp-sha-hmac
    crypto ipsec security-association lifetime seconds 28800
    crypto ipsec security-association lifetime kilobytes 4608000
    crypto dynamic-map SYSTEM_DEFAULT_CRYPTO_MAP 65535 set pfs
    crypto dynamic-map SYSTEM_DEFAULT_CRYPTO_MAP 65535 set transform-set ESP-AES-128-SHA ESP-AES-128-MD5 ESP-AES-192-SHA ESP-AES-192-MD5 ESP-AES-256-SHA ESP-AES-256-MD5 ESP-3DES-SHA ESP-3DES-MD5 ESP-DES-SHA ESP-DES-MD5
    crypto map outside_map 65535 ipsec-isakmp dynamic SYSTEM_DEFAULT_CRYPTO_MAP
    crypto map outside_map interface outside
    crypto isakmp enable outside
    crypto isakmp policy 10
     authentication pre-share
     encryption 3des
     hash sha
     group 2
     lifetime 86400
    crypto isakmp policy 30
     authentication pre-share
     encryption 3des
     hash md5
     group 2
     lifetime 86400
    telnet Inside-Network 255.255.255.0 inside
    telnet timeout 5
    ssh Inside-Network 255.255.255.255 inside
    <--- More --->              ssh timeout 5
    console timeout 0
    threat-detection basic-threat
    threat-detection statistics access-list
    no threat-detection statistics tcp-intercept
    webvpn
    group-policy RA_VPN internal
    group-policy RA_VPN attributes
     dns-server value 86.51.34.17 8.8.8.8
     vpn-tunnel-protocol IPSec
     split-tunnel-policy tunnelspecified
     split-tunnel-network-list value RA_VPN_splitTunnelAcl
    username admin password LPtK/u1LnvHTA2vO encrypted privilege 15
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    tunnel-group RA_VPN general-attributes
     address-pool VPN-Users
     default-group-policy RA_VPN
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    class-map inspection_default
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     parameters
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      inspect ftp
      inspect h323 h225
      inspect h323 ras
      inspect netbios
      inspect rsh
      inspect rtsp
      inspect skinny 
      inspect esmtp
      inspect sqlnet
      inspect sunrpc
      inspect tftp
      inspect sip 
      inspect xdmcp
    service-policy global_policy global
    prompt hostname context
    Cryptochecksum:e5a64fa92ae465cd7dabd01ce605307d
    : end

  • Cisco Unified CCX Premium - Web Chat Features

    We would like to provide a system so that our Call Center Agents can chat with customers through our website. Similar to the way Cisco.com does it, where after you're on our site for a few minutes a little box pops up and asks the customer if they would like to chat with an agent.
    What products do we need in order to facilitate this?  We have the required Cisco Unified CCX Premium licenses and cisco.com shows that "Web Chat" is a feature that is provided by this license.

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