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
Similar Messages
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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 - KeithHey 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 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 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. -
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,
AndreyHi 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. -
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... -
Error while loggin in to Interaction Manager
Hi,
After launching TAW application, when we try to login to Interaction manager with logins
admin/admin
or
other SUoervisor user,
We get this error at the Java console
08 Sep 2009 18:32:04:686 FATAL SystemMessageHandler [Revision: 9] received server is down
08 Sep 2009 18:32:05:766 FATAL SystemMessageHandler [Revision: 9] received server is down
08 Sep 2009 18:32:06:910 FATAL SystemMessageHandler [Revision: 9] received server is down
Also the application gives these errors-
"Login to IM Failed"
"Unable to retrieve data from webserver"
Any pointers to solve these issues are much appreciated.1. In 8.1 version Interaction Manager is not first point (may be it not supported). To log in you must deploy cca aplication and log to <websever>/cca application.
2. Make shure that the IMServer is running via Network Manager.
Jan -
Cisco Security Manager Local RBAC Authentication Radius assign user role
Is it possible to use Cisco Security Manager with local RBAC, authenticate the user to Radius and retrieve it's role from Radius. Getting the authentication to work isn't the problem, but is it also possible to return the role the user has (i.e. Super Admin) via Radius, without having to create all the users one-by-one in the local CSM database with the correct role.
Can i use a certain Cisco-AV-Pair attribute to return the user role via Radius?I just got asked to look at the same situation by one of our security people.
We have exactly the same problem but it reports a username of "*****" and we are running CSM 4.7 (upgraded last week) -
E1 no voice on Cisco Call Manager version 6
Hello,
We are running Cisco Call Manager with MGCP and E1 connection to a Siemens PSTN
We have started experiencing no voice when calling to Siemens or calling from Siemens to Cisco. The call goes through but there is no ring tone and no voice when the call is answered.
Also, I noticed that MGCP fails back to our Sub sometime, but I am not sure if these issues are somehow related
How can I troubleshoot voice problems with E1?
Thank youHi fgasimzade,
Can you check with Siemen what channel order do they follow.
Cisco VG follows descending order for outbound calls and expect ascending for incoming calls.
You can toggle config using below commands
interface SerialX/Y/Z:15
isdn bchan-number-order {ascending | descending}.
HTH,
Regards,
Mohammed Noor -
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 -
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
available. -
I'm interesting on buying a Firefox Smart Phone, but
I would like to know if are any app to install on Firefox OS smart phone in order to work with cisco call manager 10.5.
Something like Cisco Jabber for Android o iOS.
Thanks,Hi Itech,
If Cisco Jabber has a webapp, or mobile version of their website available, you should technically be able to access it through Firefox OS.
You may also search Firefox Marketplace for an alternative solution:
* [https://marketplace.firefox.com/]
- Ralph -
[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 -
IPS Tech Tips: IPS Best Practices with Cisco Remote Management Services
Hi Folks -
Another IPS Tech Tip coming up and this time we will be hearing from some past and current Cisco Remote Services members on their best practice suggestions. As always these are about 30 minutes of content and then Q&A - a low cost high reward event.
Hope to see you there.
-Robert
Cisco invites you to attend a 30-45 minute Web seminar on IPS Best Practices delivered via WebEx. This event requires registration.
Topic: Cisco IPS Tech Tips - IPS Best Practices with Cisco Remote Management Services
Host: Robert Albach
Date and Time:
Wednesday, October 10, 2012 10:00 am, Central Daylight Time (Chicago, GMT-05:00)
To register for the online event
1. Go to https://cisco.webex.com/ciscosales/onstage/g.php?d=203590900&t=a&EA=ralbach%40cisco.com&ET=28f4bc362d7a05aac60acf105143e2bb&ETR=fdb3148ab8c8762602ea8ded5f2e6300&RT=MiM3&p
2. Click "Register".
3. On the registration form, enter your information and then click "Submit".
Once the host approves your registration, you will receive a confirmation email message with instructions on how to join the event.
For assistance
http://www.webex.com
IMPORTANT NOTICE: This WebEx service includes a feature that allows audio and any documents and other materials exchanged or viewed during the session to be recorded. By joining this session, you automatically consent to such recordings. If you do not consent to the recording, discuss your concerns with the meeting host prior to the start of the recording or do not join the session. Please note that any such recordings may be subject to discovery in the event of litigation. If you wish to be excluded from these invitations then please let me know!Hi Marvin, thanks for the quick reply.
It appears that we don't have Anyconnect Essentials.
Licensed features for this platform:
Maximum Physical Interfaces : Unlimited perpetual
Maximum VLANs : 100 perpetual
Inside Hosts : Unlimited perpetual
Failover : Active/Active perpetual
VPN-DES : Enabled perpetual
VPN-3DES-AES : Enabled perpetual
Security Contexts : 2 perpetual
GTP/GPRS : Disabled perpetual
AnyConnect Premium Peers : 2 perpetual
AnyConnect Essentials : Disabled perpetual
Other VPN Peers : 250 perpetual
Total VPN Peers : 250 perpetual
Shared License : Disabled perpetual
AnyConnect for Mobile : Disabled perpetual
AnyConnect for Cisco VPN Phone : Disabled perpetual
Advanced Endpoint Assessment : Disabled perpetual
UC Phone Proxy Sessions : 2 perpetual
Total UC Proxy Sessions : 2 perpetual
Botnet Traffic Filter : Disabled perpetual
Intercompany Media Engine : Disabled perpetual
This platform has an ASA 5510 Security Plus license.
So then what does this mean for us VPN-wise? Is there any way we can set up multiple VPNs with this license? -
Is it possible to integrate Nokia E62 with Cisco Call Manager 4.x?
The Nokia E-61 can be integrated with Cisco Call manager 4.x using a Nokia Call Connect 1.0 client.
1.Is it possible to do the same with Nokia E62.If it can be done,what would be the requirements?
2.Is Nokia E-62 PDA a Cisco Compatible Extension device?Thanks a lot for the prompt reply.You are right in saying that nokia and cisco are increasing the number of models supported.Infact the E65 has already joined the club.But my point of interest is the nokia E62 in particular.This Nokia E62 device
1) does not support WLAN interface(while E61,E65 does).
2) It is not Cisco Commpatible extension device.(I did not find E62 in the list of Cisco Compatible extensions.chk out the attachments for more info).
3)It is not compatible with Nokia Intellisync CAll Connect 1.0(while E61 and E65 are compatible.chk out the attachment for more info).
I found this rather weird and i wondered if Nokia E62 can be integrated with Cisco Call manager ,especially a device which is not Cisco compatible.The only possibility i can see from your answer is that the Nokia E62 might not be SIP enabled(correct me if i am wrong here!)
My objective is to send a message from a CUAE script to a nokia E62 device.Please excuse me if my posting is not in the right place.i would be highly grateful to you if you could give me pointers to an appropiate location where i can get my queries answered.
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